" (inclusive) # and write it to a .html file (called "search1-listing.html") - the email is a HTML-formatted text document /bin/sed -n '//,/

/ p' subscription > search1-listing.html # Copy the extracted text to the share/html directory of your server /bin/cp search1-listing.html $rt_home/share/html # Fix permissions so it is readable /bin/chown apache:apache $rt_home/share/html/search1-listing.html # Delete the email in the mailbox to await the next subscription email /bin/rm ~rt-mail-search1/Maildir/new/* # Clear the mason cache as is required for the rt shared folder /bin/rm -rf $rt_home/var/mason_data/obj/* # Your subscription is now readable to all non-admin or external users with authentication privileges http://www.myserver.com/SelfService/search1-listing.html From cloos at netcologne.de Wed Nov 5 02:36:29 2014 From: cloos at netcologne.de (Christian Loos) Date: Wed, 05 Nov 2014 08:36:29 +0100 Subject: [rt-users] Any way to turn subscription email into a .html document? In-Reply-To: <830567618.12856804.1415137741182.JavaMail.zimbra@sfu.ca> References: <1545545503.44412202.1413581504970.JavaMail.zimbra@sfu.ca> <830567618.12856804.1415137741182.JavaMail.zimbra@sfu.ca> Message-ID: <5459D37D.5070704@netcologne.de> Am 04.11.2014 um 22:49 schrieb Duncan Napier: > > ----- Original Message ----- >> I have created some RT Subscriptions, but I was wondering if there is an easy >> way to convert the subscription content into a HTML document? >> >> The emailed subscription appears as a very nicely formatted HTML/ajax email >> in my Zimbra mail system, but I would prefer it be posted as a HTML document >> that people could access. Could the email (with MIME-encapsulated attachment >> - I believe) output be piped to a file and turned into a HTML document? I >> am running RT 4.0.8 on CentOS 6.4 (final). > > Just in case anyone is interested, I managed to do this. Here is how it was done: > > 1) Create a subscription as a saved search, eg "Search 1". > > 2) Create an alias/es or a user account/s each with the only purpose is receiving email subscriptions (eg rt-mail-search1 at myserver.com). > > 3) Set up the account "rt-mail-search1 at myserver.com" to receive the subscription email from "Search1". > > 4) Set up a time/day for the RT subscription as frequently as you need using the Subscription management page and crontab > > 5) Set up a shell script to run through crontab shortly after the subscription email is delivered as follows: > > # write the contents of the mailbox to a file called "subscribe" (or whatever you choose). > # You will have to locate the mail directory for your system. > # For example in POSTFIX it may be ~rt-mail-search1/Maildir/new/, in Sendmail it may be /var/mail/rt-mail-search1 and so on > > /bin/cat Maildir/new/* > subscription > > # Strip out everything between "" and "

" (inclusive) > # and write it to a .html file (called "search1-listing.html") - the email is a HTML-formatted text document > > /bin/sed -n '//,/

/ p' subscription > search1-listing.html > > # Copy the extracted text to the share/html directory of your server > > /bin/cp search1-listing.html $rt_home/share/html > > # Fix permissions so it is readable > /bin/chown apache:apache $rt_home/share/html/search1-listing.html > > # Delete the email in the mailbox to await the next subscription email > > /bin/rm ~rt-mail-search1/Maildir/new/* > > # Clear the mason cache as is required for the rt shared folder > > /bin/rm -rf $rt_home/var/mason_data/obj/* > > # Your subscription is now readable to all non-admin or external users with authentication privileges > > http://www.myserver.com/SelfService/search1-listing.html > What do you exactly mean by "subscription email"? Reading all above I would assume that you don't use RT Dashboards, but thats exactly what you want: * you can display them within the RT Webinterface * you can send them as e-mail Here is the documentation: http://www.bestpractical.com/docs/rt/4.2/dashboards.html While the documentation is for RT 4.2, dashboards are also available in RT 4.0 without the DashboardInMenu function. Chris From elacour at easter-eggs.com Wed Nov 5 04:19:14 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 5 Nov 2014 10:19:14 +0100 Subject: [rt-users] rt & asterisk In-Reply-To: <1415128313.51634.YahooMailNeo@web162601.mail.bf1.yahoo.com> References: <1415128313.51634.YahooMailNeo@web162601.mail.bf1.yahoo.com> Message-ID: <20141105091914.GD4983@easter-eggs.com> On Tue, Nov 04, 2014 at 11:11:53AM -0800, Shahab Sharifzadeh wrote: > Thanks... > I want to create a ticket with attachment...(callervoice.gsm) > But according to my search in web I can not use from Rest because when I > create ticket, the attach file was not sent with them... You need to first create the ticket by rest and retrieve the user Id, then add a correspondance or comment by rest including your gsm file as attachments. See sample python code used here attached to this email. -- 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: peephonert.py Type: text/x-python Size: 2667 bytes Desc: not available URL: From nikola.hordez at nettvplus.org Wed Nov 5 06:27:17 2014 From: nikola.hordez at nettvplus.org (Nikola Hordez) Date: Wed, 5 Nov 2014 12:27:17 +0100 Subject: [rt-users] e-mail encoding problem with the Autoreply template In-Reply-To: <5453FE5C.80501@bestpractical.com> References: <5453FE5C.80501@bestpractical.com> Message-ID: Thank you Alex for a quick reply, I just chacked the version installed of DBD::Pg on my server and it is 2.19.3-2 (installed from Ubuntu repositories, package name libdbd-pg-perl). Can you tell me how to proceed with this? Should I install newest RT4 with the newest DBD::Pg, or is there another solution? *Nikola Hordez* S Y S T E M A D M I N I S T R A T O R M +381 60 646 00 15 T +381 11 400 18 76 nikola.hordez at nettvplus.org Kumodra?ka 241, 11000 Beograd, Srbija www.nettvplus.com On Fri, Oct 31, 2014 at 10:25 PM, Alex Vandiver wrote: > On 10/31/2014 02:05 PM, Nikola Hordez wrote: > > Hi, > > > > I have a problem with the encoding on Request Tracker 4.0.19 on Ubuntu > > 14.04. > > I recently migrated from mysql to postgreSQL with the RTmysqltoPg script. > > I suspect that may be the cause of your problem. > > Regardless, check the version of DBD::Pg installed. If you have 3.3.0 > or higher installed, you need to run RT 4.0.22. Versions of RT prior to > 4.0.22 could cause encoding problems. > - Alex > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From nikola.hordez at nettvplus.org Wed Nov 5 06:27:17 2014 From: nikola.hordez at nettvplus.org (Nikola Hordez) Date: Wed, 5 Nov 2014 12:27:17 +0100 Subject: [rt-users] e-mail encoding problem with the Autoreply template In-Reply-To: <5453FE5C.80501@bestpractical.com> References: <5453FE5C.80501@bestpractical.com> Message-ID: Thank you Alex for a quick reply, I just chacked the version installed of DBD::Pg on my server and it is 2.19.3-2 (installed from Ubuntu repositories, package name libdbd-pg-perl). Can you tell me how to proceed with this? Should I install newest RT4 with the newest DBD::Pg, or is there another solution? *Nikola Hordez* S Y S T E M A D M I N I S T R A T O R M +381 60 646 00 15 T +381 11 400 18 76 nikola.hordez at nettvplus.org Kumodra?ka 241, 11000 Beograd, Srbija www.nettvplus.com On Fri, Oct 31, 2014 at 10:25 PM, Alex Vandiver wrote: > On 10/31/2014 02:05 PM, Nikola Hordez wrote: > > Hi, > > > > I have a problem with the encoding on Request Tracker 4.0.19 on Ubuntu > > 14.04. > > I recently migrated from mysql to postgreSQL with the RTmysqltoPg script. > > I suspect that may be the cause of your problem. > > Regardless, check the version of DBD::Pg installed. If you have 3.3.0 > or higher installed, you need to run RT 4.0.22. Versions of RT prior to > 4.0.22 could cause encoding problems. > - Alex > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jwitts at queenmargarets.com Wed Nov 5 07:41:01 2014 From: jwitts at queenmargarets.com (Jon Witts) Date: Wed, 5 Nov 2014 12:41:01 +0000 Subject: [rt-users] Custom Ticket Display Message-ID: <666A663D6FC1A341A7DC24F236265B418B991593@JUPITER.qms.n-yorks.sch.uk> Hello list, I am setting up a queue for our premise and estate department and they have requested the ability to print off a ticket so that it can be handed to the tradesman who will be handling the job. The issue is that they only want a certain subset of the ticket metadata to be displayed and only really need the ticket comments and correspondences showing, not the system notifications. I have been reading around the wiki and the web and I think that a custom callback: http://requesttracker.wikia.com/wiki/CustomizingWithCallbacks might be what I need, but I am left with a few questions after reading that documentation: 1.) I would like this ticket display to be an additional type of display, not a replacement for the existing Display.html. Is this possible with custom callbacks? 2.) I would also like to be able to include a link to this custom display in the tickets action menu. Again is this possible, and if so how would I go about doing it? Many thanks for any pointers! Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net From sshguard at ymail.com Wed Nov 5 08:20:52 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Wed, 5 Nov 2014 05:20:52 -0800 Subject: [rt-users] rt & asterisk In-Reply-To: <1415128313.51634.YahooMailNeo@web162601.mail.bf1.yahoo.com> Message-ID: <1415193652.55727.YahooMailBasic@web162603.mail.bf1.yahoo.com> Thanks you... i tried according to my search in web wrote the following code by php: 'root', 'pass' => 'Nasim1414', 'content' => $content, 'attachment_1' => $attachment_1 ); // get the curl session object $session = curl_init($request); // set the POST options curl_setopt ($session, CURLOPT_POST, true); curl_setopt ($session, CURLOPT_POSTFIELDS, $postargs); curl_setopt($session, CURLOPT_HEADER, true); curl_setopt($session, CURLOPT_RETURNTRANSFER, true); curl_setopt( $session, CURLOPT_HTTPHEADER, array( 'Expect:' ) ); // do the POST and then close the session $response = curl_exec($session); print_r($response); curl_close($session); ?> But i Do not know Why not run and Gives the following message: HTTP/1.1 200 OK Date: Wed, 05 Nov 2014 03:37:57 GMT Server: Apache/2.4.7 (Ubuntu) Set-Cookie: RT_SID_tickets.80=53fc8c23dd35759180ae28e5edb2a967; path=/rt; HttpOnly X-Frame-Options: DENY Vary: Accept-Encoding Transfer-Encoding: chunked Content-Type: text/plain; charset=utf-8 RT/4.0.19 400 Bad Request # No attachment for 1.jpg please help... From elacour at easter-eggs.com Wed Nov 5 08:23:18 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 5 Nov 2014 14:23:18 +0100 Subject: [rt-users] rt & asterisk In-Reply-To: <1415193652.55727.YahooMailBasic@web162603.mail.bf1.yahoo.com> References: <1415128313.51634.YahooMailNeo@web162601.mail.bf1.yahoo.com> <1415193652.55727.YahooMailBasic@web162603.mail.bf1.yahoo.com> Message-ID: <20141105132318.GM4983@easter-eggs.com> On Wed, Nov 05, 2014 at 05:20:52AM -0800, Shahab Sharifzadeh wrote: > Thanks you... > > i tried according to my search in web wrote the following code by php: > > > $attachment_1 = file_get_contents('/opt/app/test/1.jpg'); > $content = "id: 12\n"; > $content = $content . "Action: comment\n"; > $content = $content . "Text: Im adding some text\n And adding some more > text\n And some more\n"; > $content = $content . "TimeWorked: 30\n"; > $content = $content . "Attachment: 1.jpg\n"; $content = $content . "Attachment: 1\n"; I guess. -- 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 sshguard at ymail.com Wed Nov 5 09:56:28 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Wed, 5 Nov 2014 06:56:28 -0800 Subject: [rt-users] rt & asterisk In-Reply-To: <1415199195.35566.YahooMailBasic@web162602.mail.bf1.yahoo.com> Message-ID: <1415199388.43244.YahooMailBasic@web162603.mail.bf1.yahoo.com> Does not work :( : HTTP/1.1 200 OK Date: Wed, 05 Nov 2014 05:21:25 GMT Server: Apache/2.4.7 (Ubuntu) Set-Cookie: RT_SID_tickets.80=18cb22f93510931eb02ea53741f19242; path=/rt; HttpOnly X-Frame-Options: DENY Vary: Accept-Encoding Transfer-Encoding: chunked Content-Type: text/plain; charset=utf-8 RT/4.0.19 400 Bad Request # No attachment for 1 From elacour at easter-eggs.com Wed Nov 5 10:39:30 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 5 Nov 2014 16:39:30 +0100 Subject: [rt-users] rt & asterisk In-Reply-To: <1415199388.43244.YahooMailBasic@web162603.mail.bf1.yahoo.com> References: <1415199195.35566.YahooMailBasic@web162602.mail.bf1.yahoo.com> <1415199388.43244.YahooMailBasic@web162603.mail.bf1.yahoo.com> Message-ID: <20141105153929.GQ4983@easter-eggs.com> On Wed, Nov 05, 2014 at 06:56:28AM -0800, Shahab Sharifzadeh wrote: > > Does not work :( : > sorry, no time to debug this now, maybe someone else on this list ... -- 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 sshguard at ymail.com Wed Nov 5 13:31:18 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Wed, 5 Nov 2014 10:31:18 -0800 Subject: [rt-users] rt & asterisk In-Reply-To: <1415199195.35566.YahooMailBasic@web162602.mail.bf1.yahoo.com> Message-ID: <1415212278.39267.YahooMailBasic@web162606.mail.bf1.yahoo.com> very thankssss... nobody help me? From sshguard at ymail.com Wed Nov 5 13:47:13 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Wed, 5 Nov 2014 10:47:13 -0800 Subject: [rt-users] how add attachment to my perl file Message-ID: <1415213233.40675.YahooMailBasic@web162605.mail.bf1.yahoo.com> I have a perl code. in the code add comment on ticket (rt).. how can i add attach file to this code? . #!/usr/bin/perl # # comment_on_ticket.pl -- add comment to an RT ticket. use strict; use warnings; use RT::Client::REST::Ticket; use Error qw(:try); use RT::Client::REST; use RT::Client::REST::Ticket; unless (@ARGV >= 4) { die "Usage: $0 username password ticket_id comment\n"; } my $rt = RT::Client::REST->new( server => ($ENV{RTSERVER} || 'http://192.168.1.201/rt'), ); $rt->login( username=> shift(@ARGV), password=> shift(@ARGV), ); my $ticket = RT::Client::REST::Ticket->new( rt => $rt, id => shift(@ARGV), ); try { $ticket->comment( message => shift(@ARGV), cc => [qw(info at pionfirm.com)], ); } catch Exception::Class::Base with { my $e = shift; die ref($e), ": ", $e->message || $e->description, "\n"; }; use Data::Dumper; print Dumper($ticket); From elacour at easter-eggs.com Wed Nov 5 14:27:06 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 05 Nov 2014 20:27:06 +0100 Subject: [rt-users] how add attachment to my perl file In-Reply-To: <1415213233.40675.YahooMailBasic@web162605.mail.bf1.yahoo.com> References: <1415213233.40675.YahooMailBasic@web162605.mail.bf1.yahoo.com> Message-ID: <545A7A0A.5040005@easter-eggs.com> Le 05/11/2014 19:47, Shahab Sharifzadeh a ?crit : > I have a perl code. > in the code add comment on ticket (rt).. > how can i add attach file to this code? > RTFM? perldoc RT::Client::REST [...] comment (ticket_id => $id, message => $message, %opts) Comment on a ticket with ID $id. Optionally takes arguments cc and bcc which are references to lists of e-mail addresses and attachments which is a list of filenames to be attached to the ticket. [...] ;) -- 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 sshguard at ymail.com Wed Nov 5 18:00:06 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Wed, 5 Nov 2014 15:00:06 -0800 Subject: [rt-users] how add attachment to my perl file In-Reply-To: <1415213233.40675.YahooMailBasic@web162605.mail.bf1.yahoo.com> Message-ID: <1415228406.98820.YahooMailBasic@web162605.mail.bf1.yahoo.com> please please debug my code just once... i tried on the in code Hours... This is very important for me comment in ticket in create but Without attach... #!/usr/bin/perl # # comment_on_ticket.pl -- add comment to an RT ticket. use strict; use warnings; use RT::Client::REST::Ticket; use Error qw(:try); use RT::Client::REST; use RT::Client::REST::Ticket; use MIME::Entity; use MIME::Lite; unless (@ARGV >= 4) { die "Usage: $0 username password ticket_id comment\n"; } my $rt = RT::Client::REST->new( server => ($ENV{RTSERVER} || 'http://192.168.1.201/rt'), ); $rt->login( username=> shift(@ARGV), password=> shift(@ARGV), ); my $attachments_1 = MIME::Lite->new(Type =>'application/octet-stream'); $attachments_1->attach(Type => 'application/octet-stream', Path => '/pasokh.gsm', Filename => 'pasokh.gsm', Disposition => 'attachment' ); my $ticket = RT::Client::REST::Ticket->new( rt => $rt, id => shift(@ARGV), ); try { $ticket->comment( message => shift(@ARGV), cc => [qw(info at pionfirm.com)], attachments_1 => $attachments_1 ); } catch Exception::Class::Base with { my $e = shift; die ref($e), ": ", $e->message || $e->description, "\n"; }; use Data::Dumper; print Dumper($ticket); From racke at linuxia.de Thu Nov 6 04:10:06 2014 From: racke at linuxia.de (Stefan Hornburg (Racke)) Date: Thu, 06 Nov 2014 10:10:06 +0100 Subject: [rt-users] rt & asterisk In-Reply-To: <1415212278.39267.YahooMailBasic@web162606.mail.bf1.yahoo.com> References: <1415212278.39267.YahooMailBasic@web162606.mail.bf1.yahoo.com> Message-ID: <545B3AEE.4000300@linuxia.de> On 11/05/2014 07:31 PM, Shahab Sharifzadeh wrote: > very thankssss... > > nobody help me? > > I suggest to use the Perl module RT::Rest::Client and not trying to hack the content by your own. Even PHP should have some support for stuff like that. Regards Racke -- Modern Perl, Dancer and eCommerce consulting. From johan.sundstrom at vbm.se Thu Nov 6 05:43:15 2014 From: johan.sundstrom at vbm.se (=?utf-8?Q?Johan_Sundstr=C3=B6m?=) Date: Thu, 6 Nov 2014 11:43:15 +0100 Subject: [rt-users] Supress owner change emails? Message-ID: <35AE7442-EB83-4A36-9887-11441E38274C@vbm.se> Hi! We have set up a script that changes the owner of a ticket upon first email-reply to the ticket. When the owner is changed, RT sends out a mail about this(see below). We would like to disable this notice from beeing sent, any ides on how to do this? mail looks like this: Thu Nov 06 09:29:00 2014: Request 370 was acted upon. Transaction: Given to johan.sundstrom by RT_System Queue: it-support Subject: Iphone Owner: johan.sundstrom Requestors: jans.heinerud at xxxxxx.se Status: open Ticket This transaction appears to have no content / Johan Sundstr?m -------------- next part -------------- An HTML attachment was scrubbed... URL: From sshguard at ymail.com Thu Nov 6 07:21:41 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Thu, 6 Nov 2014 04:21:41 -0800 Subject: [rt-users] rt & asterisk In-Reply-To: <1415212278.39267.YahooMailBasic@web162606.mail.bf1.yahoo.com> References: <1415199195.35566.YahooMailBasic@web162602.mail.bf1.yahoo.com> <1415212278.39267.YahooMailBasic@web162606.mail.bf1.yahoo.com> Message-ID: <1415276501.25473.YahooMailNeo@web162604.mail.bf1.yahoo.com> ok thanks. in perl: comment in ticket in create but Without attach... What to Do? #!/usr/bin/perl # # comment_on_ticket.pl -- add comment to an RT ticket. use strict; use warnings; use RT::Client::REST::Ticket; use Error qw(:try); use RT::Client::REST; use RT::Client::REST::Ticket; use MIME::Entity; use MIME::Lite; unless (@ARGV >= 4) { die "Usage: $0 username password ticket_id comment\n"; } my $rt = RT::Client::REST->new( server => ($ENV{RTSERVER} || 'http://192.168.1.201/rt'), ); $rt->login( username=> shift(@ARGV), password=> shift(@ARGV), ); my $attachments_1 = MIME::Lite->new(Type =>'application/octet-stream'); $attachments_1->attach(Type => 'application/octet-stream', Path => '/pasokh.gsm', Filename => 'pasokh.gsm', Disposition => 'attachment' ); my $ticket = RT::Client::REST::Ticket->new( rt => $rt, id => shift(@ARGV), ); try { $ticket->comment( message => shift(@ARGV), cc => [qw(info [at] pionfirm)], attachments_1 => $attachments_1 ); } catch Exception::Class::Base with { my $e = shift; die ref($e), ": ", $e->message || $e->description, "\n"; }; use Data::Dumper; print Dumper($ticket); On Wednesday, November 5, 2014 10:01 PM, Shahab Sharifzadeh wrote: very thankssss... nobody help me? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Thu Nov 6 11:46:40 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 06 Nov 2014 11:46:40 -0500 Subject: [rt-users] Supress owner change emails? In-Reply-To: <35AE7442-EB83-4A36-9887-11441E38274C@vbm.se> References: <35AE7442-EB83-4A36-9887-11441E38274C@vbm.se> Message-ID: <545BA5F0.2060108@kickflop.net> On 11/6/2014 5:43 AM, Johan Sundstr?m wrote: > Hi! > > We have set up a script that changes the owner of a ticket upon first > email-reply to the ticket. When the owner is changed, RT sends out a > mail about this(see below). We would like to disable this notice from > beeing sent, any ides on how to do this? Admin -> Scrips -> Select -> On Owner Change Notify Owner Uncheck "enabled", click Save Changes -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From dgnapier at sfu.ca Thu Nov 6 12:22:56 2014 From: dgnapier at sfu.ca (Duncan Napier) Date: Thu, 6 Nov 2014 09:22:56 -0800 (PST) Subject: [rt-users] rt-users Digest, Vol 128, Issue 4 In-Reply-To: References: Message-ID: <187919442.16308430.1415294576528.JavaMail.zimbra@sfu.ca> > From: Christian Loos > To: Duncan Napier , rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Any way to turn subscription email into a > .html document? > Message-ID: <5459D37D.5070704 at netcologne.de> > Content-Type: text/plain; charset=windows-1252 > > Am 04.11.2014 um 22:49 schrieb Duncan Napier: > > > > ----- Original Message ----- > >> I have created some RT Subscriptions, but I was wondering if there is an > >> easy > >> way to convert the subscription content into a HTML document? > >> : : > > Just in case anyone is interested, I managed to do this. Here is how it was > > done: > > > What do you exactly mean by "subscription email"? > Reading all above I would assume that you don't use RT Dashboards, but > thats exactly what you want: > * you can display them within the RT Webinterface > * you can send them as e-mail > > Here is the documentation: > http://www.bestpractical.com/docs/rt/4.2/dashboards.html > While the documentation is for RT 4.2, dashboards are also available in > RT 4.0 without the DashboardInMenu function. > > Chris > > Hi - my terminology was vague/incorrect. What I should have said that I wanted to post various Dashboard subscriptions to a website that was widely accessible. We use a setup where all our non-RTadmin users are non-privileged. These users create new tickets via the RT SelfServe interface. Once the ticket is created, they can correspond either rt-mailgate and/or the SelfServe interface. I wanted non-technical group managers and some other (RT non-privileged) staff to be able to access dashboards showing open/resolved tickets for their groups/queues. I played around with all manner of Group Rights and User Rights and was unable to grant non-privileged, SelfServe users the rights to access custom dashboards. So I ended up creating a script to take the Dashboard subscription and post it as a webpage for these users to access if they needed to. From vk247 at cam.ac.uk Fri Nov 7 07:03:49 2014 From: vk247 at cam.ac.uk (Vas) Date: Fri, 7 Nov 2014 05:03:49 -0700 (MST) Subject: [rt-users] How to move an existing database to a new server In-Reply-To: <1415095271979-58930.post@n7.nabble.com> References: <1413882093458-58875.post@n7.nabble.com> <54466849.2090105@simons-rock.edu> <1415010133904-58916.post@n7.nabble.com> <20141103220025.GA4744@jibsheet.com> <1415095271979-58930.post@n7.nabble.com> Message-ID: <1415361829687-58966.post@n7.nabble.com> A little update. I have manage to install rt 4.2.9 on a dev server on ubuntu 14.4.1 :) I have followed as you recommended this: http://bestpractical.com/docs/rt/latest/backups.html#Restoring-from-backups and have made the rt-dump.sql.gz and moved it to the new dev server. Since this is a fresh install with no data do I still need to /opt/rt4/sbin/rt-setup-database --action drop /opt/rt4/sbin/rt-setup-database --action create ? Or do I go gunzip -c rt-dump.sql.gz | psql rt4 and then /opt/rt4/sbin/rt-setup-database --action upgrade? Thank you Vas -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-move-an-existing-database-to-a-new-server-tp58875p58966.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From sshguard at ymail.com Fri Nov 7 09:29:20 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Fri, 7 Nov 2014 06:29:20 -0800 Subject: [rt-users] how add attachment to my perl file Message-ID: <1415370560.80463.YahooMailBasic@web162603.mail.bf1.yahoo.com> nobody? From sshguard at ymail.com Fri Nov 7 09:30:45 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Fri, 7 Nov 2014 06:30:45 -0800 Subject: [rt-users] rt & asterisk Message-ID: <1415370645.48350.YahooMailBasic@web162606.mail.bf1.yahoo.com> nobody? From sshguard at ymail.com Fri Nov 7 10:55:40 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Fri, 7 Nov 2014 07:55:40 -0800 Subject: [rt-users] error 401 Credentials required Message-ID: <1415375740.25635.YahooMailBasic@web162601.mail.bf1.yahoo.com> i run command: curl -u root:Nasim1414 http://192.168.1.201/rt/REST/1.0/ticket/33/comment but get me error : RT/4.0.19 401 Credentials required what to do? From me at payam124.com Fri Nov 7 10:58:47 2014 From: me at payam124.com (Payam Poursaied) Date: Fri, 7 Nov 2014 07:58:47 -0800 Subject: [rt-users] error 401 Credentials required In-Reply-To: <1415375740.25635.YahooMailBasic@web162601.mail.bf1.yahoo.com> References: <1415375740.25635.YahooMailBasic@web162601.mail.bf1.yahoo.com> Message-ID: Try curl http://192.168.1.201/rt/REST/1.0/ticket/33/comment ?user=xxxx&pass=yyuu On Friday, November 7, 2014, Shahab Sharifzadeh wrote: > i run command: > > curl -u root:Nasim1414 http://192.168.1.201/rt/REST/1.0/ticket/33/comment > > but get me error : > > RT/4.0.19 401 Credentials required > > what to do? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From giles at coochey.net Fri Nov 7 12:07:50 2014 From: giles at coochey.net (Giles Coochey) Date: Fri, 07 Nov 2014 17:07:50 +0000 Subject: [rt-users] error 401 Credentials required In-Reply-To: References: <1415375740.25635.YahooMailBasic@web162601.mail.bf1.yahoo.com> Message-ID: <545CFC66.2000002@coochey.net> On 07/11/2014 15:58, Payam Poursaied wrote: > > > curl -u root:Nasim1414 > http://192.168.1.201/rt/REST/1.0/ticket/33/comment > > but get me error : > > RT/4.0.19 401 Credentials required > > what to do? > If that password is used elsewhere, then the first thing you should do is change it. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- 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 livy at fhsu.edu Fri Nov 7 13:48:12 2014 From: livy at fhsu.edu (livy at fhsu.edu) Date: Fri, 7 Nov 2014 12:48:12 -0600 Subject: [rt-users] RT not sending outgoing emails Message-ID: Hello All, I'm having a weird problem where RT can't send out going emails. I'm using Postfix and running sendmail command from the shell works fine, just whenever a new ticket gets created or a comment was added, RT is not able to send outgoing emails. On the web interface, it says: The RT System itself - Sending the previous mail has failed. Please contact your admin, they can find more details in the logs. In syslogs, the following error is thrown: Nov 7 09:04:30 *** postfix/sendmail[30696]: fatal: file /etc/postfix/main.cf: parameter setgid_group: unknown group name: postdrop At first I thought a misconfigured postfix is causing the problem, but again I can run sendmail command from the shell and it sends out email with no problem. I do have the postdrop group in my /etc/group file. What's weird is there is no "setgid_group" in file /etc/postfix/main.cf. Below is output of postconf -n: alias_database = hash:/etc/aliases alias_maps = hash:/etc/aliases append_dot_mydomain = no biff = no config_directory = /etc/postfix inet_interfaces = all inet_protocols = ipv4 mailbox_size_limit = 0 mydestination = [domain], [domain], localhost myhostname = [domain] mynetworks = 127.0.0.0/8 [::ffff:127.0.0.0]/104 [::1]/128 myorigin = /etc/mailname readme_directory = no recipient_delimiter = + relayhost = [some ip] smtp_tls_session_cache_database = btree:${data_directory}/smtp_scache smtpd_banner = $myhostname ESMTP I.T., have you tried turning it off and on again? smtpd_client_restrictions = reject_rbl_client bl.spamcop.net, reject_unauth_pipelining, permit smtpd_data_restrictions = reject_unauth_pipelining, permit smtpd_helo_required = yes smtpd_helo_restrictions = reject_invalid_helo_hostname, reject_non_fqdn_helo_hostname, reject_unauth_pipelining, permit smtpd_recipient_restrictions = reject_non_fqdn_recipient, reject_unknown_recipient_domain, reject_unauth_destination, reject_unauth_pipelining, permit_auth_destination, permit_mynetworks smtpd_timeout = 30s smtpd_tls_cert_file = /etc/ssl/certs/ssl-cert-snakeoil.pem smtpd_tls_key_file = /etc/ssl/private/ssl-cert-snakeoil.key smtpd_tls_session_cache_database = btree:${data_directory}/smtpd_scache smtpd_use_tls = yes I'm running RT 4.2.8 on a Debian Wheezy box with MySQL server. Anyone has any insight to my problem? Any suggestions is greatly appreciated! Livy -------------- next part -------------- An HTML attachment was scrubbed... URL: From darin at darins.net Fri Nov 7 15:10:13 2014 From: darin at darins.net (Darin Perusich) Date: Fri, 7 Nov 2014 15:10:13 -0500 Subject: [rt-users] RT not sending outgoing emails In-Reply-To: References: Message-ID: Are you running postfix in a chroot? If so perhaps the chroot needs to be updated. -- Later, Darin On Fri, Nov 7, 2014 at 1:48 PM, wrote: > Hello All, > > I'm having a weird problem where RT can't send out going emails. I'm using > Postfix and running sendmail command from the shell works fine, just > whenever a new ticket gets created or a comment was added, RT is not able to > send outgoing emails. > > On the web interface, it says: > The RT System itself - Sending the previous mail has failed. Please contact > your admin, they can find more details in the logs. > > In syslogs, the following error is thrown: > Nov 7 09:04:30 *** postfix/sendmail[30696]: fatal: file > /etc/postfix/main.cf: parameter setgid_group: unknown group name: postdrop > > At first I thought a misconfigured postfix is causing the problem, but again > I can run sendmail command from the shell and it sends out email with no > problem. > > I do have the postdrop group in my /etc/group file. > > What's weird is there is no "setgid_group" in file /etc/postfix/main.cf. > > Below is output of postconf -n: > > alias_database = hash:/etc/aliases > alias_maps = hash:/etc/aliases > append_dot_mydomain = no > biff = no > config_directory = /etc/postfix > inet_interfaces = all > inet_protocols = ipv4 > mailbox_size_limit = 0 > mydestination = [domain], [domain], localhost > myhostname = [domain] > mynetworks = 127.0.0.0/8 [::ffff:127.0.0.0]/104 [::1]/128 > myorigin = /etc/mailname > readme_directory = no > recipient_delimiter = + > relayhost = [some ip] > smtp_tls_session_cache_database = btree:${data_directory}/smtp_scache > smtpd_banner = $myhostname ESMTP I.T., have you tried turning it off and on > again? > smtpd_client_restrictions = reject_rbl_client bl.spamcop.net, > reject_unauth_pipelining, permit > smtpd_data_restrictions = reject_unauth_pipelining, permit > smtpd_helo_required = yes > smtpd_helo_restrictions = reject_invalid_helo_hostname, > reject_non_fqdn_helo_hostname, reject_unauth_pipelining, permit > smtpd_recipient_restrictions = reject_non_fqdn_recipient, > reject_unknown_recipient_domain, reject_unauth_destination, > reject_unauth_pipelining, permit_auth_destination, permit_mynetworks > smtpd_timeout = 30s > smtpd_tls_cert_file = /etc/ssl/certs/ssl-cert-snakeoil.pem > smtpd_tls_key_file = /etc/ssl/private/ssl-cert-snakeoil.key > smtpd_tls_session_cache_database = btree:${data_directory}/smtpd_scache > smtpd_use_tls = yes > > > I'm running RT 4.2.8 on a Debian Wheezy box with MySQL server. Anyone has > any insight to my problem? Any suggestions is greatly appreciated! > > Livy From livy at fhsu.edu Fri Nov 7 15:29:37 2014 From: livy at fhsu.edu (Livy Li) Date: Fri, 7 Nov 2014 14:29:37 -0600 Subject: [rt-users] RT not sending outgoing emails In-Reply-To: References:

Message-ID: Thanks Darin for your reply, but I'm not running anything in chroot. :( Livy On Fri, Nov 7, 2014 at 2:10 PM, Darin Perusich wrote: > Are you running postfix in a chroot? If so perhaps the chroot needs to > be updated. > -- > Later, > Darin > > > On Fri, Nov 7, 2014 at 1:48 PM, wrote: > > Hello All, > > > > I'm having a weird problem where RT can't send out going emails. I'm > using > > Postfix and running sendmail command from the shell works fine, just > > whenever a new ticket gets created or a comment was added, RT is not > able to > > send outgoing emails. > > > > On the web interface, it says: > > The RT System itself - Sending the previous mail has failed. Please > contact > > your admin, they can find more details in the logs. > > > > In syslogs, the following error is thrown: > > Nov 7 09:04:30 *** postfix/sendmail[30696]: fatal: file > > /etc/postfix/main.cf: parameter setgid_group: unknown group name: > postdrop > > > > At first I thought a misconfigured postfix is causing the problem, but > again > > I can run sendmail command from the shell and it sends out email with no > > problem. > > > > I do have the postdrop group in my /etc/group file. > > > > What's weird is there is no "setgid_group" in file /etc/postfix/main.cf. > > > > Below is output of postconf -n: > > > > alias_database = hash:/etc/aliases > > alias_maps = hash:/etc/aliases > > append_dot_mydomain = no > > biff = no > > config_directory = /etc/postfix > > inet_interfaces = all > > inet_protocols = ipv4 > > mailbox_size_limit = 0 > > mydestination = [domain], [domain], localhost > > myhostname = [domain] > > mynetworks = 127.0.0.0/8 [::ffff:127.0.0.0]/104 [::1]/128 > > myorigin = /etc/mailname > > readme_directory = no > > recipient_delimiter = + > > relayhost = [some ip] > > smtp_tls_session_cache_database = btree:${data_directory}/smtp_scache > > smtpd_banner = $myhostname ESMTP I.T., have you tried turning it off and > on > > again? > > smtpd_client_restrictions = reject_rbl_client bl.spamcop.net, > > reject_unauth_pipelining, permit > > smtpd_data_restrictions = reject_unauth_pipelining, permit > > smtpd_helo_required = yes > > smtpd_helo_restrictions = reject_invalid_helo_hostname, > > reject_non_fqdn_helo_hostname, reject_unauth_pipelining, permit > > smtpd_recipient_restrictions = reject_non_fqdn_recipient, > > reject_unknown_recipient_domain, reject_unauth_destination, > > reject_unauth_pipelining, permit_auth_destination, permit_mynetworks > > smtpd_timeout = 30s > > smtpd_tls_cert_file = /etc/ssl/certs/ssl-cert-snakeoil.pem > > smtpd_tls_key_file = /etc/ssl/private/ssl-cert-snakeoil.key > > smtpd_tls_session_cache_database = btree:${data_directory}/smtpd_scache > > smtpd_use_tls = yes > > > > > > I'm running RT 4.2.8 on a Debian Wheezy box with MySQL server. Anyone > has > > any insight to my problem? Any suggestions is greatly appreciated! > > > > Livy > -------------- next part -------------- An HTML attachment was scrubbed... URL: From scottu at huenix.com Fri Nov 7 15:35:57 2014 From: scottu at huenix.com (Scott Undercofler) Date: Fri, 07 Nov 2014 15:35:57 -0500 Subject: [rt-users] RT not sending outgoing emails In-Reply-To: References:

Message-ID: <545D2D2D.4050400@huenix.com> Several things: ls -l /etc/group ls -l /path/to/php.ini ls -l /var/spool/postfix/etc/group [ -f /var/spool/postfix/etc/group ] && cat /var/spool/postfix/etc/group Also, grep setgid from your main.cf. And whats in the mailer config from php? A phpinfo might be nice too. On 11/07/2014 03:29 PM, Livy Li wrote: > Thanks Darin for your reply, but I'm not running anything in chroot. :( > > Livy > > > On Fri, Nov 7, 2014 at 2:10 PM, Darin Perusich > wrote: > > Are you running postfix in a chroot? If so perhaps the chroot needs to > be updated. > -- > Later, > Darin > > > On Fri, Nov 7, 2014 at 1:48 PM, > wrote: > > Hello All, > > > > I'm having a weird problem where RT can't send out going > emails. I'm using > > Postfix and running sendmail command from the shell works fine, just > > whenever a new ticket gets created or a comment was added, RT is > not able to > > send outgoing emails. > > > > On the web interface, it says: > > The RT System itself - Sending the previous mail has failed. > Please contact > > your admin, they can find more details in the logs. > > > > In syslogs, the following error is thrown: > > Nov 7 09:04:30 *** postfix/sendmail[30696]: fatal: file > > /etc/postfix/main.cf : parameter setgid_group: > unknown group name: postdrop > > > > At first I thought a misconfigured postfix is causing the > problem, but again > > I can run sendmail command from the shell and it sends out email > with no > > problem. > > > > I do have the postdrop group in my /etc/group file. > > > > What's weird is there is no "setgid_group" in file > /etc/postfix/main.cf . > > > > Below is output of postconf -n: > > > > alias_database = hash:/etc/aliases > > alias_maps = hash:/etc/aliases > > append_dot_mydomain = no > > biff = no > > config_directory = /etc/postfix > > inet_interfaces = all > > inet_protocols = ipv4 > > mailbox_size_limit = 0 > > mydestination = [domain], [domain], localhost > > myhostname = [domain] > > mynetworks = 127.0.0.0/8 > [::ffff:127.0.0.0]/104 [::1]/128 > > myorigin = /etc/mailname > > readme_directory = no > > recipient_delimiter = + > > relayhost = [some ip] > > smtp_tls_session_cache_database = > btree:${data_directory}/smtp_scache > > smtpd_banner = $myhostname ESMTP I.T., have you tried turning it > off and on > > again? > > smtpd_client_restrictions = reject_rbl_client bl.spamcop.net > , > > reject_unauth_pipelining, permit > > smtpd_data_restrictions = reject_unauth_pipelining, permit > > smtpd_helo_required = yes > > smtpd_helo_restrictions = reject_invalid_helo_hostname, > > reject_non_fqdn_helo_hostname, reject_unauth_pipelining, permit > > smtpd_recipient_restrictions = reject_non_fqdn_recipient, > > reject_unknown_recipient_domain, reject_unauth_destination, > > reject_unauth_pipelining, permit_auth_destination, permit_mynetworks > > smtpd_timeout = 30s > > smtpd_tls_cert_file = /etc/ssl/certs/ssl-cert-snakeoil.pem > > smtpd_tls_key_file = /etc/ssl/private/ssl-cert-snakeoil.key > > smtpd_tls_session_cache_database = > btree:${data_directory}/smtpd_scache > > smtpd_use_tls = yes > > > > > > I'm running RT 4.2.8 on a Debian Wheezy box with MySQL server. > Anyone has > > any insight to my problem? Any suggestions is greatly appreciated! > > > > Livy > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From livy at fhsu.edu Fri Nov 7 15:48:57 2014 From: livy at fhsu.edu (Livy Li) Date: Fri, 7 Nov 2014 14:48:57 -0600 Subject: [rt-users] RT not sending outgoing emails In-Reply-To: <545D2D2D.4050400@huenix.com> References:

<545D2D2D.4050400@huenix.com> Message-ID: Thanks Scott, here is the output: ls -l /etc/group -rw------- 1 root root 733 Nov 5 14:45 /etc/group ls -l /path/to/php.ini -rw-r--r-- 1 root root 63K Oct 20 04:03 php.ini there is no group file in /var/spool/postfix/etc/. Contents: -rw-r--r-- 1 root root 276 Nov 5 16:12 hosts -rw-r--r-- 1 root root 3543 Nov 5 16:12 localtime -rw-r--r-- 1 root root 475 Nov 5 16:12 nsswitch.conf -rw-r--r-- 1 root root 82 Nov 5 16:12 resolv.conf -rw-r--r-- 1 root root 19398 Nov 5 16:12 services drwxr-xr-x 3 root root 18 Nov 5 14:19 ssl grep setgid /etc/postfix/main.cf output nothing. Not sure about mailer config, but below is phpinfo: https://www.dropbox.com/s/iifcc3cb4cw1kx5/phpinfo.txt?dl=0 Thank you so much for looking into it! Livy Wei Li Computing and Telecommunications Center Fort Hays State University 785.628.4643 livy at fhsu.edu On Fri, Nov 7, 2014 at 2:35 PM, Scott Undercofler wrote: > Several things: > > ls -l /etc/group > > ls -l /path/to/php.ini > > ls -l /var/spool/postfix/etc/group > > [ -f /var/spool/postfix/etc/group ] && cat /var/spool/postfix/etc/group > > > > Also, grep setgid from your main.cf. And whats in the mailer config from > php? A phpinfo might be nice too. > > > > On 11/07/2014 03:29 PM, Livy Li wrote: > > Thanks Darin for your reply, but I'm not running anything in chroot. :( > > Livy > > > On Fri, Nov 7, 2014 at 2:10 PM, Darin Perusich wrote: > >> Are you running postfix in a chroot? If so perhaps the chroot needs to >> be updated. >> -- >> Later, >> Darin >> >> >> On Fri, Nov 7, 2014 at 1:48 PM, wrote: >> > Hello All, >> > >> > I'm having a weird problem where RT can't send out going emails. I'm >> using >> > Postfix and running sendmail command from the shell works fine, just >> > whenever a new ticket gets created or a comment was added, RT is not >> able to >> > send outgoing emails. >> > >> > On the web interface, it says: >> > The RT System itself - Sending the previous mail has failed. Please >> contact >> > your admin, they can find more details in the logs. >> > >> > In syslogs, the following error is thrown: >> > Nov 7 09:04:30 *** postfix/sendmail[30696]: fatal: file >> > /etc/postfix/main.cf: parameter setgid_group: unknown group name: >> postdrop >> > >> > At first I thought a misconfigured postfix is causing the problem, but >> again >> > I can run sendmail command from the shell and it sends out email with no >> > problem. >> > >> > I do have the postdrop group in my /etc/group file. >> > >> > What's weird is there is no "setgid_group" in file /etc/postfix/main.cf >> . >> > >> > Below is output of postconf -n: >> > >> > alias_database = hash:/etc/aliases >> > alias_maps = hash:/etc/aliases >> > append_dot_mydomain = no >> > biff = no >> > config_directory = /etc/postfix >> > inet_interfaces = all >> > inet_protocols = ipv4 >> > mailbox_size_limit = 0 >> > mydestination = [domain], [domain], localhost >> > myhostname = [domain] >> > mynetworks = 127.0.0.0/8 [::ffff:127.0.0.0]/104 [::1]/128 >> > myorigin = /etc/mailname >> > readme_directory = no >> > recipient_delimiter = + >> > relayhost = [some ip] >> > smtp_tls_session_cache_database = btree:${data_directory}/smtp_scache >> > smtpd_banner = $myhostname ESMTP I.T., have you tried turning it off >> and on >> > again? >> > smtpd_client_restrictions = reject_rbl_client bl.spamcop.net, >> > reject_unauth_pipelining, permit >> > smtpd_data_restrictions = reject_unauth_pipelining, permit >> > smtpd_helo_required = yes >> > smtpd_helo_restrictions = reject_invalid_helo_hostname, >> > reject_non_fqdn_helo_hostname, reject_unauth_pipelining, permit >> > smtpd_recipient_restrictions = reject_non_fqdn_recipient, >> > reject_unknown_recipient_domain, reject_unauth_destination, >> > reject_unauth_pipelining, permit_auth_destination, permit_mynetworks >> > smtpd_timeout = 30s >> > smtpd_tls_cert_file = /etc/ssl/certs/ssl-cert-snakeoil.pem >> > smtpd_tls_key_file = /etc/ssl/private/ssl-cert-snakeoil.key >> > smtpd_tls_session_cache_database = btree:${data_directory}/smtpd_scache >> > smtpd_use_tls = yes >> > >> > >> > I'm running RT 4.2.8 on a Debian Wheezy box with MySQL server. Anyone >> has >> > any insight to my problem? Any suggestions is greatly appreciated! >> > >> > Livy >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From scottu at huenix.com Fri Nov 7 15:52:31 2014 From: scottu at huenix.com (Scott Undercofler) Date: Fri, 07 Nov 2014 15:52:31 -0500 Subject: [rt-users] RT not sending outgoing emails In-Reply-To: References:

<545D2D2D.4050400@huenix.com> Message-ID: <545D310F.6060004@huenix.com> -rw------- 1 root root 733 Nov 5 14:45 /etc/group Lol. That is hyper super bad. Do you see why? Chmod 644 /etc/group.Restart postfix. Test again. Id check /etc/passwd (0644) and /etc/shadow (0640) too. On 11/07/2014 03:48 PM, Livy Li wrote: > Thanks Scott, here is the output: > > ls -l /etc/group > -rw------- 1 root root 733 Nov 5 14:45 /etc/group > > ls -l /path/to/php.ini > -rw-r--r-- 1 root root 63K Oct 20 04:03 php.ini > > there is no group file in /var/spool/postfix/etc/. Contents: > -rw-r--r-- 1 root root 276 Nov 5 16:12 hosts > -rw-r--r-- 1 root root 3543 Nov 5 16:12 localtime > -rw-r--r-- 1 root root 475 Nov 5 16:12 nsswitch.conf > -rw-r--r-- 1 root root 82 Nov 5 16:12 resolv.conf > -rw-r--r-- 1 root root 19398 Nov 5 16:12 services > drwxr-xr-x 3 root root 18 Nov 5 14:19 ssl > > grep setgid /etc/postfix/main.cf > output nothing. > > Not sure about mailer config, but below is phpinfo: > https://www.dropbox.com/s/iifcc3cb4cw1kx5/phpinfo.txt?dl=0 > > Thank you so much for looking into it! > > > Livy > > Wei Li > Computing and Telecommunications Center > Fort Hays State University > 785.628.4643 > livy at fhsu.edu > > On Fri, Nov 7, 2014 at 2:35 PM, Scott Undercofler > wrote: > > Several things: > > ls -l /etc/group > > ls -l /path/to/php.ini > > ls -l /var/spool/postfix/etc/group > > [ -f /var/spool/postfix/etc/group ] && cat > /var/spool/postfix/etc/group > > > > Also, grep setgid from your main.cf . And whats in > the mailer config from php? A phpinfo might be nice too. > > > > On 11/07/2014 03:29 PM, Livy Li wrote: >> Thanks Darin for your reply, but I'm not running anything in >> chroot. :( >> >> Livy >> >> >> On Fri, Nov 7, 2014 at 2:10 PM, Darin Perusich > > wrote: >> >> Are you running postfix in a chroot? If so perhaps the chroot >> needs to >> be updated. >> -- >> Later, >> Darin >> >> >> On Fri, Nov 7, 2014 at 1:48 PM, > > wrote: >> > Hello All, >> > >> > I'm having a weird problem where RT can't send out going >> emails. I'm using >> > Postfix and running sendmail command from the shell works >> fine, just >> > whenever a new ticket gets created or a comment was added, >> RT is not able to >> > send outgoing emails. >> > >> > On the web interface, it says: >> > The RT System itself - Sending the previous mail has >> failed. Please contact >> > your admin, they can find more details in the logs. >> > >> > In syslogs, the following error is thrown: >> > Nov 7 09:04:30 *** postfix/sendmail[30696]: fatal: file >> > /etc/postfix/main.cf : parameter >> setgid_group: unknown group name: postdrop >> > >> > At first I thought a misconfigured postfix is causing the >> problem, but again >> > I can run sendmail command from the shell and it sends out >> email with no >> > problem. >> > >> > I do have the postdrop group in my /etc/group file. >> > >> > What's weird is there is no "setgid_group" in file >> /etc/postfix/main.cf . >> > >> > Below is output of postconf -n: >> > >> > alias_database = hash:/etc/aliases >> > alias_maps = hash:/etc/aliases >> > append_dot_mydomain = no >> > biff = no >> > config_directory = /etc/postfix >> > inet_interfaces = all >> > inet_protocols = ipv4 >> > mailbox_size_limit = 0 >> > mydestination = [domain], [domain], localhost >> > myhostname = [domain] >> > mynetworks = 127.0.0.0/8 >> [::ffff:127.0.0.0]/104 [::1]/128 >> > myorigin = /etc/mailname >> > readme_directory = no >> > recipient_delimiter = + >> > relayhost = [some ip] >> > smtp_tls_session_cache_database = >> btree:${data_directory}/smtp_scache >> > smtpd_banner = $myhostname ESMTP I.T., have you tried >> turning it off and on >> > again? >> > smtpd_client_restrictions = reject_rbl_client >> bl.spamcop.net , >> > reject_unauth_pipelining, permit >> > smtpd_data_restrictions = reject_unauth_pipelining, permit >> > smtpd_helo_required = yes >> > smtpd_helo_restrictions = reject_invalid_helo_hostname, >> > reject_non_fqdn_helo_hostname, reject_unauth_pipelining, permit >> > smtpd_recipient_restrictions = reject_non_fqdn_recipient, >> > reject_unknown_recipient_domain, reject_unauth_destination, >> > reject_unauth_pipelining, permit_auth_destination, >> permit_mynetworks >> > smtpd_timeout = 30s >> > smtpd_tls_cert_file = /etc/ssl/certs/ssl-cert-snakeoil.pem >> > smtpd_tls_key_file = /etc/ssl/private/ssl-cert-snakeoil.key >> > smtpd_tls_session_cache_database = >> btree:${data_directory}/smtpd_scache >> > smtpd_use_tls = yes >> > >> > >> > I'm running RT 4.2.8 on a Debian Wheezy box with MySQL >> server. Anyone has >> > any insight to my problem? Any suggestions is greatly >> appreciated! >> > >> > Livy >> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From livy at fhsu.edu Fri Nov 7 16:02:37 2014 From: livy at fhsu.edu (Livy Li) Date: Fri, 7 Nov 2014 15:02:37 -0600 Subject: [rt-users] RT not sending outgoing emails In-Reply-To: <545D310F.6060004@huenix.com> References:

<545D2D2D.4050400@huenix.com> <545D310F.6060004@huenix.com> Message-ID: Wow... that fixed it. It almost drive me nuts... Thank you so much Scott... You saved my day! Livy Wei Li Computing and Telecommunications Center Fort Hays State University 785.628.4643 livy at fhsu.edu On Fri, Nov 7, 2014 at 2:52 PM, Scott Undercofler wrote: > -rw------- 1 root root 733 Nov 5 14:45 /etc/group > > Lol. That is hyper super bad. Do you see why? > > Chmod 644 /etc/group.Restart postfix. Test again. Id check /etc/passwd > (0644) and /etc/shadow (0640) too. > > > > > On 11/07/2014 03:48 PM, Livy Li wrote: > > Thanks Scott, here is the output: > > ls -l /etc/group > -rw------- 1 root root 733 Nov 5 14:45 /etc/group > > ls -l /path/to/php.ini > -rw-r--r-- 1 root root 63K Oct 20 04:03 php.ini > > there is no group file in /var/spool/postfix/etc/. Contents: > -rw-r--r-- 1 root root 276 Nov 5 16:12 hosts > -rw-r--r-- 1 root root 3543 Nov 5 16:12 localtime > -rw-r--r-- 1 root root 475 Nov 5 16:12 nsswitch.conf > -rw-r--r-- 1 root root 82 Nov 5 16:12 resolv.conf > -rw-r--r-- 1 root root 19398 Nov 5 16:12 services > drwxr-xr-x 3 root root 18 Nov 5 14:19 ssl > > grep setgid /etc/postfix/main.cf > output nothing. > > Not sure about mailer config, but below is phpinfo: > https://www.dropbox.com/s/iifcc3cb4cw1kx5/phpinfo.txt?dl=0 > > Thank you so much for looking into it! > > > Livy > > Wei Li > Computing and Telecommunications Center > Fort Hays State University > 785.628.4643 > livy at fhsu.edu > > On Fri, Nov 7, 2014 at 2:35 PM, Scott Undercofler > wrote: > >> Several things: >> >> ls -l /etc/group >> >> ls -l /path/to/php.ini >> >> ls -l /var/spool/postfix/etc/group >> >> [ -f /var/spool/postfix/etc/group ] && cat /var/spool/postfix/etc/group >> >> >> >> Also, grep setgid from your main.cf. And whats in the mailer config from >> php? A phpinfo might be nice too. >> >> >> >> On 11/07/2014 03:29 PM, Livy Li wrote: >> >> Thanks Darin for your reply, but I'm not running anything in chroot. :( >> >> Livy >> >> >> On Fri, Nov 7, 2014 at 2:10 PM, Darin Perusich wrote: >> >>> Are you running postfix in a chroot? If so perhaps the chroot needs to >>> be updated. >>> -- >>> Later, >>> Darin >>> >>> >>> On Fri, Nov 7, 2014 at 1:48 PM, wrote: >>> > Hello All, >>> > >>> > I'm having a weird problem where RT can't send out going emails. I'm >>> using >>> > Postfix and running sendmail command from the shell works fine, just >>> > whenever a new ticket gets created or a comment was added, RT is not >>> able to >>> > send outgoing emails. >>> > >>> > On the web interface, it says: >>> > The RT System itself - Sending the previous mail has failed. Please >>> contact >>> > your admin, they can find more details in the logs. >>> > >>> > In syslogs, the following error is thrown: >>> > Nov 7 09:04:30 *** postfix/sendmail[30696]: fatal: file >>> > /etc/postfix/main.cf: parameter setgid_group: unknown group name: >>> postdrop >>> > >>> > At first I thought a misconfigured postfix is causing the problem, but >>> again >>> > I can run sendmail command from the shell and it sends out email with >>> no >>> > problem. >>> > >>> > I do have the postdrop group in my /etc/group file. >>> > >>> > What's weird is there is no "setgid_group" in file /etc/postfix/ >>> main.cf. >>> > >>> > Below is output of postconf -n: >>> > >>> > alias_database = hash:/etc/aliases >>> > alias_maps = hash:/etc/aliases >>> > append_dot_mydomain = no >>> > biff = no >>> > config_directory = /etc/postfix >>> > inet_interfaces = all >>> > inet_protocols = ipv4 >>> > mailbox_size_limit = 0 >>> > mydestination = [domain], [domain], localhost >>> > myhostname = [domain] >>> > mynetworks = 127.0.0.0/8 [::ffff:127.0.0.0]/104 [::1]/128 >>> > myorigin = /etc/mailname >>> > readme_directory = no >>> > recipient_delimiter = + >>> > relayhost = [some ip] >>> > smtp_tls_session_cache_database = btree:${data_directory}/smtp_scache >>> > smtpd_banner = $myhostname ESMTP I.T., have you tried turning it off >>> and on >>> > again? >>> > smtpd_client_restrictions = reject_rbl_client bl.spamcop.net, >>> > reject_unauth_pipelining, permit >>> > smtpd_data_restrictions = reject_unauth_pipelining, permit >>> > smtpd_helo_required = yes >>> > smtpd_helo_restrictions = reject_invalid_helo_hostname, >>> > reject_non_fqdn_helo_hostname, reject_unauth_pipelining, permit >>> > smtpd_recipient_restrictions = reject_non_fqdn_recipient, >>> > reject_unknown_recipient_domain, reject_unauth_destination, >>> > reject_unauth_pipelining, permit_auth_destination, permit_mynetworks >>> > smtpd_timeout = 30s >>> > smtpd_tls_cert_file = /etc/ssl/certs/ssl-cert-snakeoil.pem >>> > smtpd_tls_key_file = /etc/ssl/private/ssl-cert-snakeoil.key >>> > smtpd_tls_session_cache_database = btree:${data_directory}/smtpd_scache >>> > smtpd_use_tls = yes >>> > >>> > >>> > I'm running RT 4.2.8 on a Debian Wheezy box with MySQL server. >>> Anyone has >>> > any insight to my problem? Any suggestions is greatly appreciated! >>> > >>> > Livy >>> >> >> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sshguard at ymail.com Sat Nov 8 04:25:23 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Sat, 8 Nov 2014 01:25:23 -0800 Subject: [rt-users] command last ticket-id created Message-ID: <1415438723.5086.YahooMailBasic@web162603.mail.bf1.yahoo.com> hi what is report last ticket-id created by command line? From sshguard at ymail.com Sat Nov 8 04:29:48 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Sat, 8 Nov 2014 01:29:48 -0800 Subject: [rt-users] error 401 Credentials required Message-ID: <1415438988.28726.YahooMailBasic@web162601.mail.bf1.yahoo.com> Does not work... From sshguard at ymail.com Sat Nov 8 05:13:44 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Sat, 8 Nov 2014 02:13:44 -0800 Subject: [rt-users] command vi save by scrip Message-ID: <1415441624.43974.YahooMailBasic@web162605.mail.bf1.yahoo.com> hi i want to run command: rt comment 35 -a 'sound.gsm' open the editor vi when execute command... but i want to Direct save comment with attach when execute command... $rt = exec("rt comment ticket/31 -a 'sound.gsm' < `tty` > `tty`"); From wclarke at simons-rock.edu Sat Nov 8 12:00:03 2014 From: wclarke at simons-rock.edu (William Clarke) Date: Sat, 08 Nov 2014 12:00:03 -0500 Subject: [rt-users] error 401 Credentials required In-Reply-To: <18765_1415439026_545DE2AF_18765_1024_1_1415438988.28726.YahooMailBasic@web162601.mail.bf1.yahoo.com> References: <18765_1415439026_545DE2AF_18765_1024_1_1415438988.28726.YahooMailBasic@web162601.mail.bf1.yahoo.com> Message-ID: <4045E265-BFE3-45FF-BFEA-5A5A8F903791@simons-rock.edu> If you need the groups assistance you would need a bit more information than "does not work". On November 8, 2014 4:29:48 AM EST, Shahab Sharifzadeh wrote: >Does not work... -- Sent from my Android device with K-9 Mail. Please excuse my brevity. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vk247 at cam.ac.uk Sun Nov 9 18:20:00 2014 From: vk247 at cam.ac.uk (Vas) Date: Sun, 9 Nov 2014 16:20:00 -0700 (MST) Subject: [rt-users] How to move an existing database to a new server In-Reply-To: <1415361829687-58966.post@n7.nabble.com> References: <1413882093458-58875.post@n7.nabble.com> <54466849.2090105@simons-rock.edu> <1415010133904-58916.post@n7.nabble.com> <20141103220025.GA4744@jibsheet.com> <1415095271979-58930.post@n7.nabble.com> <1415361829687-58966.post@n7.nabble.com> Message-ID: <1415575200643-58984.post@n7.nabble.com> Hi all, I would be most grateful if I could get an answer to my problem. thank you kind regards Vas -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-move-an-existing-database-to-a-new-server-tp58875p58984.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From support at pureview.com Mon Nov 10 00:39:14 2014 From: support at pureview.com (support at pureview.com) Date: Mon, 10 Nov 2014 00:39:14 -0500 Subject: [rt-users] rt-crontool error Message-ID: Help Please, I'm running this crontool line: rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'general' AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new' ) AND Created < '1 day ago'" --action RT::Action::SendEmail --action-arg Owner,AlwaysNotifyActor --template 'Reminder due soon' --transaction first Once is ran. rt log is showing this errors: [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't call method "TargetObj" on an undefined value at template line 1. (/opt/rt4/bin/../lib/RT/Template.pm:546) [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't call method "TargetObj" on an undefined value at template line 1. (/opt/rt4/bin/../lib/RT/Template.pm:546) [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't call method "TargetObj" on an undefined value at template line 1. (/opt/rt4/bin/../lib/RT/Template.pm:546) [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't call method "TargetObj" on an undefined value at template line 1. (/opt/rt4/bin/../lib/RT/Template.pm:546) [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't call method "TargetObj" on an undefined value at template line 1. (/opt/rt4/bin/../lib/RT/Template.pm:546) [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't call method "TargetObj" on an undefined value at template line 1. (/opt/rt4/bin/../lib/RT/Template.pm:546) [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't call method "TargetObj" on an undefined value at template line 1. (/opt/rt4/bin/../lib/RT/Template.pm:546) [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't call method "TargetObj" on an undefined value at template line 1. (/opt/rt4/bin/../lib/RT/Template.pm:546) [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't call method "TargetObj" on an undefined value at template line 1. (/opt/rt4/bin/../lib/RT/Template.pm:546) [19375] [Mon Nov 3 06:01:53 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/bin/../lib/RT/Ticket.pm line 2587 during global destruction. (/opt/rt4/bin/../lib/RT/Ticket.pm:2587) [19375] [Mon Nov 3 06:01:53 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/bin/../lib/RT/Ticket.pm line 2587 during global destruction. (/opt/rt4/bin/../lib/RT/Ticket.pm:2587) [19375] [Mon Nov 3 06:01:53 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/bin/../lib/RT/Ticket.pm line 2587 during global destruction. (/opt/rt4/bin/../lib/RT/Ticket.pm:2587) [19375] [Mon Nov 3 06:01:53 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/bin/../lib/RT/Ticket.pm line 2587 during global destruction. (/opt/rt4/bin/../lib/RT/Ticket.pm:2587) [19375] [Mon Nov 3 06:01:53 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/bin/../lib/RT/Ticket.pm line 2587 during global destruction. (/opt/rt4/bin/../lib/RT/Ticket.pm:2587) (in cleanup) Can't call method "_should_log" on an undefined value at /usr/local/share/perl5/Log/Dispatch.pm line 247 during global destruction. (in cleanup) Can't call method "_should_log" on an undefined value at /usr/local/share/perl5/Log/Dispatch.pm line 247 during global destruction. I'm running RT 4.2.1 on Centos 6 Any advise on this error . Thank you, David From mkyser at albion.edu Mon Nov 10 11:46:45 2014 From: mkyser at albion.edu (Mitch Kyser) Date: Mon, 10 Nov 2014 11:46:45 -0500 Subject: [rt-users] New error while importing assets Message-ID: After creating several Catalogs and successfully importing Assets into them from CSV files, I am now getting an error I can't seem to figure out. The error I am seeing looks like this; [1933] [Mon Nov 10 16:16:09 2014] [error]: Failed to set CF Model to GCS3-651-120-150A-5 for row 3: Custom field 13 does not apply to this object (/opt/rt4/local/plugins/RT-Extension-Assets-Import-CSV/lib/RT/Extension/Assets/Import/CSV.pm:167) The data shown is the correct information that is supposed to go into the custom field named Model. I am also seeing this for other custom fields for and for multiple rows. I have compared the various rows that don't generate any errors and do not see any pattern. I did just upgrade to version 4.2.9 and add the CommandByMail extension. My system consists of the following running on Ubuntu Server 14.04. rt-4.2.9 RT-Authen-ExternalAuth-0.23.tar.gz RT-Extension-LDAPImport-0.35.tar.gz RT-Extension-Assets-1.01.tar.gz RT-Extension-Assets-Import-CSV-1.3.tar.gz with Text-CSV_XS-1.11 added RT-Extension-RepeatTicket-0.07.tar.gz RT-Extension-CommandByMail-0.17.tar.gz Any suggestions on how to resolve this would be appreciated. Mitch -- Mitch Kyser Network Administrator Albion.College mkyser at albion.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From luca.mazzaferro at rzg.mpg.de Tue Nov 11 06:45:41 2014 From: luca.mazzaferro at rzg.mpg.de (Luca Mazzaferro) Date: Tue, 11 Nov 2014 12:45:41 +0100 Subject: [rt-users] login via html-form (username/password) and WebExternalAuth side-by-side Message-ID: <5461F6E5.2070502@rzg.mpg.de> Hi guys, I want to give my users the possibility to login to rt through an SSO-mechanism (here: kerberos). It works fine if I require a Kerberos -ticket in through apache2. However, I would like to either have the people type their username / password in the HTML-Login form or click a button to login with the Kerberos ticket. Thus on the apache side all rt is unprotected. I created a new directory KrbAuth (beside html/NoAuth) which you have to have the Krb-Ticket to access. I copied the Login.html from NoAuth to KrbAuth/Login.html and then call AttemptExternalAuth() instead of AttemptPasswordAuthentication() This, however does not work. I do login, get the correct username etc, but the RT-session is not properly setup. Is something like this possible at all and if, how do I do it ? Many thanks, Ciao Luca From falcone at bestpractical.com Tue Nov 11 14:12:31 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Nov 2014 14:12:31 -0500 Subject: [rt-users] How to move an existing database to a new server In-Reply-To: <1415575200643-58984.post@n7.nabble.com> <1415361829687-58966.post@n7.nabble.com> Message-ID: <20141111191231.GA3604@jibsheet.com> On Fri, Nov 07, 2014 at 05:03:49AM -0700, Vas wrote: > A little update. > I have manage to install rt 4.2.9 on a dev server on ubuntu 14.4.1 :) > I have followed as you recommended this: > http://bestpractical.com/docs/rt/latest/backups.html#Restoring-from-backups > and have made the rt-dump.sql.gz and moved it to the new dev server. > Since this is a fresh install with no data do I still need to > /opt/rt4/sbin/rt-setup-database --action drop > /opt/rt4/sbin/rt-setup-database --action create ? > Or do I go > gunzip -c rt-dump.sql.gz | psql rt4 > and then > /opt/rt4/sbin/rt-setup-database --action upgrade? If it's a fresh install, how did you install it? Did you already run 'make initdb' from the tarball? If so, then you will have tables you shouldn't have already and yes, will want to drop and create before running upgrade. If you've not run make initdb then you'll want to run /opt/rt4/sbin/rt-setup-database --action create,acl Which is documented under the catastrophic part of those docs. > I would be most grateful if I could get an answer to my problem. I'll note that the mailing lists don't have an SLA, in fact they have no guarantee of a response (especially not on a Sunday, or when the engineers who monitor the list are on vacation). If you need an SLA, that's what Best Practical's commercial services are for. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 11 14:13:27 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Nov 2014 14:13:27 -0500 Subject: [rt-users] rt-crontool error In-Reply-To: References: Message-ID: <20141111191327.GB3604@jibsheet.com> On Mon, Nov 10, 2014 at 12:39:14AM -0500, support at pureview.com wrote: > I'm running this crontool line: > rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'general' > AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new' ) AND > Created < '1 day ago'" --action RT::Action::SendEmail --action-arg > Owner,AlwaysNotifyActor --template 'Reminder due soon' --transaction first > > Once is ran. rt log is showing this errors: > [19375] [Mon Nov 3 06:01:53 2014] [error]: Template parsing error: Can't > call method "TargetObj" on an undefined value at template line 1. > (/opt/rt4/bin/../lib/RT/Template.pm:546) Your error log points the finger at your template, which I don't think you included, so it's hard to comment. I'd guess you're calling the TargetObj on an undefined object in the first line of it though. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 11 14:16:40 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Nov 2014 14:16:40 -0500 Subject: [rt-users] New error while importing assets In-Reply-To: References: Message-ID: <20141111191640.GC3604@jibsheet.com> On Mon, Nov 10, 2014 at 11:46:45AM -0500, Mitch Kyser wrote: > After creating several Catalogs and successfully importing Assets into them > from CSV files, I am now getting an error I can't seem to figure out.? The > error I am seeing looks like this; I'm guessing that maybe you forgot to apply one of your Custom Fields across all the catalogs. > [1933] [Mon Nov 10 16:16:09 2014] [error]: Failed to set CF Model to > GCS3-651-120-150A-5 for row 3: Custom field 13 does not apply to this object (/ > opt/rt4/local/plugins/RT-Extension-Assets-Import-CSV/lib/RT/Extension/Assets/ > Import/CSV.pm:167) If you navigate to Admin -> Custom Fields confirm that CF # 13 is an Asset custom field then click into it and check that the Applies To link in the upper right corner shows this custom field applied either globally or to all the relevant Catalogs. RT-Extension-Assets-Import-CSV 1.4 was released but it doesn't touch any of the relevant code. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 11 14:19:06 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 11 Nov 2014 14:19:06 -0500 Subject: [rt-users] login via html-form (username/password) and WebExternalAuth side-by-side In-Reply-To: <5461F6E5.2070502@rzg.mpg.de> References: <5461F6E5.2070502@rzg.mpg.de> Message-ID: <20141111191906.GD3604@jibsheet.com> On Tue, Nov 11, 2014 at 12:45:41PM +0100, Luca Mazzaferro wrote: > I want to give my users the possibility to login to rt through an > SSO-mechanism (here: kerberos). > It works fine if I require a Kerberos -ticket in through apache2. > However, I would like to either have the people type their username / > password in the HTML-Login form > or click a button to login with the Kerberos ticket. I'd suggest either two Virtual Hosts, one which does the kerberos tickets, or one domain using Satisfy so that people without kerberos tickets drop through to RT's login. Have you reviewed http://bestpractical.com/docs/rt/latest/authentication Your technique of copying and fiddling with Login.html seems much more complicated that it's needed to be for anyone that we've set this up for before. Most of the time folks just have a button on the normal login page that runs them off to the shib or kerb auth points and then back again and then RT notices you have REMOTE_USER and you're good to go. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From konstantin at linuxfoundation.org Tue Nov 11 17:05:08 2014 From: konstantin at linuxfoundation.org (Konstantin Ryabitsev) Date: Tue, 11 Nov 2014 17:05:08 -0500 Subject: [rt-users] Slack integration? Message-ID: <54628814.2040701@linuxfoundation.org> Hi, all: Has anyone set up integration with slack, perhaps via a webhook? Best, -- Konstantin Ryabitsev Linux Foundation Collab Projects Montr?al, Qu?bec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 538 bytes Desc: OpenPGP digital signature URL: From mkyser at albion.edu Tue Nov 11 17:41:19 2014 From: mkyser at albion.edu (Mitch Kyser) Date: Tue, 11 Nov 2014 17:41:19 -0500 Subject: [rt-users] New error while importing assets In-Reply-To: <20141111191640.GC3604@jibsheet.com> References: <20141111191640.GC3604@jibsheet.com> Message-ID: Thanks Kevin The Custom Field did apply to the relevant Catalogs. I sort of by-passed the issue. It seems the Unique CF I called ID Number or the column in the CSV I mapped to it (named ID and in the first column) might have had something to do with it. As I checked each error which gave a row number, I checked the rows around it to see if the record existed in the Catalog, The ones that didn't all had an ID Number under 40. So I edited the CSV by adding 10000 to the ID field in the CSV. Those that I had edited were imported. I kept repeating this until all the records made it into the Catalog. It wasn't ideal but the job got done. On the other hand where can I get the newest Import Extension. I tried the Get Repository but that extracted to a folder numbered 1.1 Thanks again On Tue, Nov 11, 2014 at 2:16 PM, Kevin Falcone wrote: > On Mon, Nov 10, 2014 at 11:46:45AM -0500, Mitch Kyser wrote: > > After creating several Catalogs and successfully importing Assets into > them > > from CSV files, I am now getting an error I can't seem to figure out. > The > > error I am seeing looks like this; > > I'm guessing that maybe you forgot to apply one of your Custom Fields > across all the catalogs. > > > [1933] [Mon Nov 10 16:16:09 2014] [error]: Failed to set CF Model to > > GCS3-651-120-150A-5 for row 3: Custom field 13 does not apply to this > object (/ > > > opt/rt4/local/plugins/RT-Extension-Assets-Import-CSV/lib/RT/Extension/Assets/ > > Import/CSV.pm:167) > > If you navigate to Admin -> Custom Fields confirm that CF # 13 is an > Asset custom field then click into it and check that the Applies To > link in the upper right corner shows this custom field applied either > globally or to all the relevant Catalogs. > > RT-Extension-Assets-Import-CSV 1.4 was released but it doesn't touch > any of the relevant code. > > -kevin > -- Mitch Kyser Network Administrator Albion.College mkyser at albion.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From vk247 at cam.ac.uk Wed Nov 12 04:21:44 2014 From: vk247 at cam.ac.uk (Vas) Date: Wed, 12 Nov 2014 02:21:44 -0700 (MST) Subject: [rt-users] How to move an existing database to a new server In-Reply-To: <20141111191231.GA3604@jibsheet.com> References: <1413882093458-58875.post@n7.nabble.com> <54466849.2090105@simons-rock.edu> <1415010133904-58916.post@n7.nabble.com> <20141103220025.GA4744@jibsheet.com> <1415095271979-58930.post@n7.nabble.com> <1415361829687-58966.post@n7.nabble.com> <1415575200643-58984.post@n7.nabble.com> <20141111191231.GA3604@jibsheet.com> Message-ID: <1415784104605-58999.post@n7.nabble.com> Hi Kevin, once again thank you for your reply. So If understood correctly: 1)/opt/rt4/sbin/rt-setup-database --action drop database (drop the existing rt4 database which I created when first install rt4.2.9) Followed this guide http://binarynature.blogspot.co.uk/2013/10/install-request-tracker-4-on-ubuntu-server.html so I have done initdb and don't need to do again? 2)/opt/rt4/sbin/rt-setup-database --action create database,acl (create a new database with acl) 3)gunzip -c rt-mydump.sql.gz | mysql -uroot -p rt4 4)/opt/rt4/sbin/rt-setup-database --action upgrade On step 4 I get Error: Couldn't read dir './etc/upgrade' with upgrade data Having a read around, this error comes up if you are not running from the extracted source directory. But my understanding was that /opt/rt4/sbin is the correct location because step 1&2 work with no problems. Thank you Vas -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-move-an-existing-database-to-a-new-server-tp58875p58999.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From luca.mazzaferro at rzg.mpg.de Wed Nov 12 07:00:03 2014 From: luca.mazzaferro at rzg.mpg.de (Luca Mazzaferro) Date: Wed, 12 Nov 2014 13:00:03 +0100 Subject: [rt-users] login via html-form (username/password) and WebExternalAuth side-by-side In-Reply-To: <20141111191906.GD3604@jibsheet.com> References: <5461F6E5.2070502@rzg.mpg.de> <20141111191906.GD3604@jibsheet.com> Message-ID: <54634BC3.6000009@rzg.mpg.de> On 11/11/2014 08:19 PM, Kevin Falcone wrote: > On Tue, Nov 11, 2014 at 12:45:41PM +0100, Luca Mazzaferro wrote: >> I want to give my users the possibility to login to rt through an >> SSO-mechanism (here: kerberos). >> It works fine if I require a Kerberos -ticket in through apache2. >> However, I would like to either have the people type their username / >> password in the HTML-Login form >> or click a button to login with the Kerberos ticket. > I'd suggest either two Virtual Hosts, one which does the kerberos > tickets, or one domain using Satisfy so that people without kerberos > tickets drop through to RT's login. > > Have you reviewed > http://bestpractical.com/docs/rt/latest/authentication > Your technique of copying and fiddling with Login.html seems much more > complicated that it's needed to be for anyone that we've set this up > for before. Most of the time folks just have a button on the normal > login page that runs them off to the shib or kerb auth points and then > back again and then RT notices you have REMOTE_USER and you're good to > go. > > -kevin Hi Kevin, thank you very much for your suggestions. Unfortunately here I have some firewall restrictions so 2 Virtual hosts could be difficult. I will try to read http://bestpractical.com/docs/rt/latest/authentication Thank you again Luca From sshguard at ymail.com Wed Nov 12 11:14:27 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Wed, 12 Nov 2014 08:14:27 -0800 Subject: [rt-users] how sync mysql? Message-ID: <1415808867.24532.YahooMailNeo@web162605.mail.bf1.yahoo.com> how i sync status field's in table Tickets (RT) with other table in remote server?(Update or insret) example : if i changed ticket status(new => open) in RT web interface other filed table in remote server is change. -------------- next part -------------- An HTML attachment was scrubbed... URL: From atif.mehboob at eckoh.com Thu Nov 13 08:06:34 2014 From: atif.mehboob at eckoh.com (Atif Mehboob) Date: Thu, 13 Nov 2014 13:06:34 +0000 Subject: [rt-users] how to allow subject line if update is from specific email address Message-ID: <70C024BFE448934EB725E2E63AA1AE4709E0B43B@UKTH007-EXCH.eckoh.com> Hi All, We are using RT 4.2.1. How can we allow a specific email address to update the subject line of ticket in any queue. Any suggestions please? Regards, Atif -- Atif Mehboob Linux Administrator Eckoh UK Limited Telford House, Corner Hall Hemel Hempstead, Hertfordshire HP3 9HN T 01442 458336 M n/a W www.eckoh.com [cid:imagecf0774.PNG at 215692f3.4985e0a0] [cid:image5f15e2.PNG at 1a44cfc5.49b9bc28] US Headquarters: Eckoh, Inc. 11811 N. Tatum Blvd., Suite 3031 Phoenix, AZ 85028 This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company. Registered in England and Wales, No. 2796531 Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN A member of the Eckoh Plc group of companies. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: imagecf0774.PNG Type: image/png Size: 1931 bytes Desc: imagecf0774.PNG URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image5f15e2.PNG Type: image/png Size: 1275 bytes Desc: image5f15e2.PNG URL: From lstewart at iweb.com Thu Nov 13 11:50:47 2014 From: lstewart at iweb.com (Landon Stewart) Date: Thu, 13 Nov 2014 08:50:47 -0800 Subject: [rt-users] how to allow subject line if update is from specific email address In-Reply-To: <70C024BFE448934EB725E2E63AA1AE4709E0B43B@UKTH007-EXCH.eckoh.com> References: <70C024BFE448934EB725E2E63AA1AE4709E0B43B@UKTH007-EXCH.eckoh.com> Message-ID: <32DC74A0-1D9B-4858-937E-B97C110502B4@iweb.com> On Nov 13, 2014, at 5:06 AM, Atif Mehboob wrote: > > Hi All, > > We are using RT 4.2.1. How can we allow a specific email address to update the subject line of ticket in any queue. Any suggestions please? > > Regards, > Atif Hi Atif, We do this using a scrip (in this case it'd be a global scrip). Update it with the email address in question. Description: Update the subject for theemail at address.com Condition: On Correspond Action: (User defined) my $attachments = $self->TransactionObj->Attachments; $attachments->Columns( qw(id Headers Subject) ); my $attachment = $attachments->First; return 0 unless $attachment; return 0 unless $self->TicketObj->IsWatcher( Type => 'Requestor', Email => 'theemail at address.com ' ); my $subject = $attachment->GetHeader('Subject'); return 0 unless $subject; $self->TicketObj->SetSubject($subject); return 1; Template: Global template: Blank Stage: TransactionCreate -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri Nov 14 14:10:12 2014 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 14 Nov 2014 14:10:12 -0500 Subject: [rt-users] Due date does not change when back from stalled with a reply Message-ID: Hi All I am not able to reset the due date with following definition Set(%ServiceAgreements, Default => '7d', QueueDefault => { 'Circuits' => '10d', 'Handover' => '2h', }, Levels => { '10d' => { BusinessHours => 'work', Resolve => { BusinessMinutes => 60*12*10, IgnoreOnStatuses => ['stalled'] }, }, '2h' => { BusinessHours => 'work', Resolve => { BusinessMinutes => 60*2 }, }, }, ); Ticket due date for 'Circuits' queue changes to unset when changed to 'stalled'. But when a reply opens the ticket, the Due date goes back to original instead of reset Any idea what I am doing wrong? -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From drew.bentley at gmail.com Sat Nov 15 10:50:56 2014 From: drew.bentley at gmail.com (Drew) Date: Sat, 15 Nov 2014 09:50:56 -0600 Subject: [rt-users] how sync mysql? In-Reply-To: <1415808867.24532.YahooMailNeo@web162605.mail.bf1.yahoo.com> References: <1415808867.24532.YahooMailNeo@web162605.mail.bf1.yahoo.com> Message-ID: What is the purpose of this remote mysql server? Is it another application where you want ticket status from RT displayed and pulled locally? More info would be helpful. If it's just another RT database, just setup MySQL replication. If it's a totally different or custom database, why not allow read access to the RT database to query the ticket status directly? On Wed, Nov 12, 2014 at 10:14 AM, Shahab Sharifzadeh wrote: > how i sync status field's in table Tickets (RT) with other table in remote > server?(Update or insret) > example : > if i changed ticket status(new => open) in RT web interface other filed > table in remote server is change. > From hiro24 at gmail.com Mon Nov 17 11:26:58 2014 From: hiro24 at gmail.com (Chris Hall) Date: Mon, 17 Nov 2014 11:26:58 -0500 Subject: [rt-users] Multiple Custom Fields menu items to split up custom fields Message-ID: Is there a way to make multiple menu items for custom fields, and then split my custom fields into those separate menu items? For example: A queue I'm working on will have around 30 custom fields. They are topical, so they'd like to break it up into groups of about 4 or 5 with a title on each. So in my mind instead of the red bar that says "Custom Fields" on the ticket, there'd be like.. 4 or 5 of them with 4 or 5 custom fields under each menu item when making a ticket. Is this possible? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Mon Nov 17 11:41:45 2014 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 17 Nov 2014 11:41:45 -0500 Subject: [rt-users] Due date does not change when back from stalled with a reply In-Reply-To: References: Message-ID: On Fri, Nov 14, 2014 at 2:10 PM, Asif Iqbal wrote: > Hi All > > I am not able to reset the due date with following definition > > Set(%ServiceAgreements, > Default => '7d', > QueueDefault => { > 'Circuits' => '10d', > 'Handover' => '2h', > }, > Levels => { > '10d' => { > BusinessHours => 'work', > Resolve => { BusinessMinutes => 60*12*10, IgnoreOnStatuses > => ['stalled'] }, > }, > '2h' => { > BusinessHours => 'work', > Resolve => { BusinessMinutes => 60*2 }, > }, > }, > ); > > > Ticket due date for 'Circuits' queue changes to unset when changed to > 'stalled'. > > But when a reply opens the ticket, the Due date goes back to original > instead of reset > > Any idea what I am doing wrong? > > > I still like some suggestions on this. Any hint is appreciated. > -- > 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? > > -- 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? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Nov 17 12:02:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 17 Nov 2014 12:02:35 -0500 Subject: [rt-users] Multiple Custom Fields menu items to split up custom fields In-Reply-To: References: Message-ID: <20141117170235.GE3604@jibsheet.com> On Mon, Nov 17, 2014 at 11:26:58AM -0500, Chris Hall wrote: > Is there a way to make multiple menu items for custom fields, and then split my > custom fields into those separate menu items? > > For example: A queue I'm working on will have around 30 custom fields. They are > topical, so they'd like to break it up into groups of about 4 or 5 with a title > on each. So in my mind instead of the red bar that says "Custom Fields" on the > ticket, there'd be like.. 4 or 5 of them with 4 or 5 custom fields under each > menu item when making a ticket.? You've just described Custom Field Groupings, a new option in the 4.2 series. http://bestpractical.com/docs/rt/latest/RT_Config.html#CustomFieldGroupings http://blog.bestpractical.com/2013/10/whats-new-in-42-grouping-custom-fields.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From hiro24 at gmail.com Mon Nov 17 12:10:29 2014 From: hiro24 at gmail.com (Chris Hall) Date: Mon, 17 Nov 2014 12:10:29 -0500 Subject: [rt-users] Multiple Custom Fields menu items to split up custom fields In-Reply-To: <20141117170235.GE3604@jibsheet.com> References: <20141117170235.GE3604@jibsheet.com> Message-ID: This looks almost like what I want, but it looks like it's a global change. I'm looking to only do this for tickets in a specified queue. Can Custom Field Groupings do that? On Mon, Nov 17, 2014 at 12:02 PM, Kevin Falcone wrote: > On Mon, Nov 17, 2014 at 11:26:58AM -0500, Chris Hall wrote: > > Is there a way to make multiple menu items for custom fields, and then > split my > > custom fields into those separate menu items? > > > > For example: A queue I'm working on will have around 30 custom fields. > They are > > topical, so they'd like to break it up into groups of about 4 or 5 with > a title > > on each. So in my mind instead of the red bar that says "Custom Fields" > on the > > ticket, there'd be like.. 4 or 5 of them with 4 or 5 custom fields under > each > > menu item when making a ticket. > > You've just described Custom Field Groupings, a new option in the 4.2 > series. > > http://bestpractical.com/docs/rt/latest/RT_Config.html#CustomFieldGroupings > > http://blog.bestpractical.com/2013/10/whats-new-in-42-grouping-custom-fields.html > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From atif.mehboob at eckoh.com Tue Nov 18 07:11:13 2014 From: atif.mehboob at eckoh.com (Atif Mehboob) Date: Tue, 18 Nov 2014 12:11:13 +0000 Subject: [rt-users] how to allow update subject line if update is from specific email address Message-ID: <70C024BFE448934EB725E2E63AA1AE4709E1295E@UKTH007-EXCH.eckoh.com> Hi Landon, Thank you for your reply. I have created the scrip as you suggested but there is no impact and subject line is still the same. Any suggestions please? Cheers, Atif From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Landon Stewart Sent: 13 November 2014 16:51 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] how to allow subject line if update is from specific email address On Nov 13, 2014, at 5:06 AM, Atif Mehboob > wrote: Hi All, We are using RT 4.2.1. How can we allow a specific email address to update the subject line of ticket in any queue. Any suggestions please? Regards, Atif Hi Atif, We do this using a scrip (in this case it'd be a global scrip). Update it with the email address in question. Description: Update the subject for theemail at address.com Condition: On Correspond Action: (User defined) my $attachments = $self->TransactionObj->Attachments; $attachments->Columns( qw(id Headers Subject) ); my $attachment = $attachments->First; return 0 unless $attachment; return 0 unless $self->TicketObj->IsWatcher( Type => 'Requestor', Email => 'theemail at address.com' ); my $subject = $attachment->GetHeader('Subject'); return 0 unless $subject; $self->TicketObj->SetSubject($subject); return 1; Template: Global template: Blank Stage: TransactionCreate -- Atif Mehboob Linux Administrator Eckoh UK Limited Telford House, Corner Hall Hemel Hempstead, Hertfordshire HP3 9HN T 01442 458336 M n/a W www.eckoh.com [cid:image0a7d02.PNG at f5b61b57.4f86ce8d] [cid:imageb2cf0a.PNG at 4f359902.46a5a5c0] US Headquarters: Eckoh, Inc. 11811 N. Tatum Blvd., Suite 3031 Phoenix, AZ 85028 This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company. Registered in England and Wales, No. 2796531 Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN A member of the Eckoh Plc group of companies. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image0a7d02.PNG Type: image/png Size: 1931 bytes Desc: image0a7d02.PNG URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: imageb2cf0a.PNG Type: image/png Size: 1275 bytes Desc: imageb2cf0a.PNG URL: From Albert.Shih at obspm.fr Tue Nov 18 09:43:05 2014 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 18 Nov 2014 15:43:05 +0100 Subject: [rt-users] Multiple Custom Fields menu items to split up custom fields In-Reply-To: <20141117170235.GE3604@jibsheet.com> References: <20141117170235.GE3604@jibsheet.com> Message-ID: <20141118144305.GA94108@pcjas.obspm.fr> Le 17/11/2014 ? 12:02:35-0500, Kevin Falcone a ?crit > On Mon, Nov 17, 2014 at 11:26:58AM -0500, Chris Hall wrote: > > Is there a way to make multiple menu items for custom fields, and then split my > > custom fields into those separate menu items? > > > > For example: A queue I'm working on will have around 30 custom fields. They are > > topical, so they'd like to break it up into groups of about 4 or 5 with a title > > on each. So in my mind instead of the red bar that says "Custom Fields" on the > > ticket, there'd be like.. 4 or 5 of them with 4 or 5 custom fields under each > > menu item when making a ticket.? > > You've just described Custom Field Groupings, a new option in the 4.2 > series. > > http://bestpractical.com/docs/rt/latest/RT_Config.html#CustomFieldGroupings > http://blog.bestpractical.com/2013/10/whats-new-in-42-grouping-custom-fields.html Is possible to have exact samething (using same configuration I mean) in the selfService ? Because actually after creating those group everything is fine inside the user interface, but with the requestor selfservice interface it's still nothing about the group, so the interface is pretty illegible. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mar 18 nov 2014 15:40:28 CET From sam.florida at gmail.com Tue Nov 18 13:29:13 2014 From: sam.florida at gmail.com (Sam Florida) Date: Tue, 18 Nov 2014 13:29:13 -0500 Subject: [rt-users] Quicksearch not displaying queues Message-ID: Hello all, I'm receiving an error after migrating from 4.0.8 to a new server with a 4.2.9 install: [error]: Can't call method "Name" on an undefined value at /opt/rt4/share/html/Elements/QueueSummaryByLifecycle line 131. Restoring the 4.0.8 database to the new installation appeared to be successful, yet Quicksearch failed to display a queue listing. The aforementioned error appears to be the culprit: Stack: [/opt/rt4/share/html/Elements/QueueSummaryByLifecycle:131] [/opt/rt4/share/html/Elements/Quicksearch:58] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Elements/Quicksearch:58] [/opt/rt4/share/html/Elements/MyRT:95] [/opt/rt4/share/html/index.html:78] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) I then wiped the 4.2.9 installation, installed a new 4.0.8 to import the database, and then attempted an upgrade to 4.2.9. The upgrade went smoothly, and the upgrade history appears to display every version change. However, once having reached 4.2.9, I face the same error again. The previous 4.0.8 installation had RTIR installed, and both installations use postgres. The queues table appears to be correctly populated with name information, with all queues (aside from the disabled RTIR queues) having default Lifecycles. I'm likely frustrated enough to be missing something obvious, so any assistance would be greatly appreciated. Thanks much, Sam -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at thezimmermans.org Tue Nov 18 14:30:15 2014 From: lists at thezimmermans.org (JZ) Date: Tue, 18 Nov 2014 11:30:15 -0800 Subject: [rt-users] Hiding unused fields Message-ID: I would like to hide some fields that we are not using: Time Estimated Time Worked Time Left I would like to hide them everywhere including the Jumbo view. I am using version 4.2.0. How can I do this? Thank you, Jim From falcone at bestpractical.com Tue Nov 18 14:41:13 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Nov 2014 14:41:13 -0500 Subject: [rt-users] Quicksearch not displaying queues In-Reply-To: References: Message-ID: <20141118194113.GF3604@jibsheet.com> On Tue, Nov 18, 2014 at 01:29:13PM -0500, Sam Florida wrote: > I'm receiving an error after migrating from 4.0.8 to a new server with a 4.2.9 > install: > [error]: Can't call method "Name" on an undefined value at /opt/rt4/share/html/ > Elements/QueueSummaryByLifecycle line 131. > > Restoring the 4.0.8 database to the new installation appeared to be successful, > yet Quicksearch failed to display a queue listing.? The aforementioned error > appears to be the culprit:? I'm not sure how running the 4.0.8 database under the 4.2.9 codebase would get you anything but more errors. This error implies you have a Queue with a lifecycle that is not defined in your configuration. You mentioned RTIR, I suspect those queues are not properly disabled. You can look at: select Name, Lifecycle, Disabled from Queues; and see which queue exists but doesn't have a Lifecycle in the configuration anymore. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From sam.florida at gmail.com Tue Nov 18 15:03:10 2014 From: sam.florida at gmail.com (Sam Florida) Date: Tue, 18 Nov 2014 15:03:10 -0500 Subject: [rt-users] Quicksearch not displaying queues In-Reply-To: <20141118194113.GF3604@jibsheet.com> References: <20141118194113.GF3604@jibsheet.com> Message-ID: Thanks for the response Kevin. I ran make upgrade-database on the first import, and of course again as part of the regular upgrade, rather than attempting to maintain a 4.0.8 database on a 4.2.9 installation. I had located a previous issue in an rt-users thread which you resolved, which also appeared to be an RTIR install causing the problem. That led me to attempting to disable RTIR queues and articles in the first place. I do appreciate the help, as your response led me to review the queues again, and I had missed disabling the Blocked queue. As I stated, I was likely missing something obvious. Thanks again, Sam On Tue, Nov 18, 2014 at 2:41 PM, Kevin Falcone wrote: > On Tue, Nov 18, 2014 at 01:29:13PM -0500, Sam Florida wrote: > > I'm receiving an error after migrating from 4.0.8 to a new server with a > 4.2.9 > > install: > > [error]: Can't call method "Name" on an undefined value at > /opt/rt4/share/html/ > > Elements/QueueSummaryByLifecycle line 131. > > > > Restoring the 4.0.8 database to the new installation appeared to be > successful, > > yet Quicksearch failed to display a queue listing. The aforementioned > error > > appears to be the culprit: > > I'm not sure how running the 4.0.8 database under the 4.2.9 codebase > would get you anything but more errors. > > This error implies you have a Queue with a lifecycle that is not > defined in your configuration. You mentioned RTIR, I suspect those > queues are not properly disabled. > > You can look at: > select Name, Lifecycle, Disabled from Queues; > and see which queue exists but doesn't have a Lifecycle in the > configuration anymore. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tamas.szep at govcert.hu Wed Nov 19 05:11:53 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Wed, 19 Nov 2014 11:11:53 +0100 Subject: [rt-users] Closing all incidents by a specific Owner Message-ID: <546C6CE9.6010603@govcert.hu> Hello all, Is there a way (script/SQL) to close all incidents owned by one specific user? (mass closing) Regards, Tamas Szep From elacour at easter-eggs.com Wed Nov 19 05:24:12 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 19 Nov 2014 11:24:12 +0100 Subject: [rt-users] Closing all incidents by a specific Owner In-Reply-To: <546C6CE9.6010603@govcert.hu> References: <546C6CE9.6010603@govcert.hu> Message-ID: <20141119102412.GF27148@easter-eggs.com> On Wed, Nov 19, 2014 at 11:11:53AM +0100, "Tam?s, Sz?p" wrote: > Hello all, > > Is there a way (script/SQL) to close all incidents owned by one specific > user? (mass closing) > you can use the WEB UI, search for all tickets wiht this owner, then in the search results, click on "Bulk update" and change status for all ticket at once. on command line, you can use the following: you can also use the RT cli (http://requesttracker.wikia.com/wiki/CLI), or rt-crontool: something like: ./bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner = 'THE OWNER'" --action RT::Action::SetStatus --action-arg "resolved" or even write a small perl script using RT API -- 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 Wed Nov 19 05:31:34 2014 From: tamas.szep at govcert.hu (=?ISO-8859-1?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Wed, 19 Nov 2014 11:31:34 +0100 Subject: [rt-users] Closing all incidents by a specific Owner In-Reply-To: <20141119102412.GF27148@easter-eggs.com> References: <546C6CE9.6010603@govcert.hu> <20141119102412.GF27148@easter-eggs.com> Message-ID: <546C7186.7080903@govcert.hu> Thank you very much, I will try one of those. Tamas > On Wed, Nov 19, 2014 at 11:11:53AM +0100, "Tam?s, Sz?p" wrote: >> Hello all, >> >> Is there a way (script/SQL) to close all incidents owned by one specific >> user? (mass closing) >> > > > you can use the WEB UI, search for all tickets wiht this owner, then in > the search results, click on "Bulk update" and change status for all > ticket at once. > > on command line, you can use the following: > > > you can also use the RT cli (http://requesttracker.wikia.com/wiki/CLI), > or rt-crontool: > > something like: > > ./bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner = 'THE OWNER'" --action RT::Action::SetStatus --action-arg "resolved" > > > or even write a small perl script using RT API > > > From elacour at easter-eggs.com Wed Nov 19 05:33:13 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 19 Nov 2014 11:33:13 +0100 Subject: [rt-users] Hiding unused fields In-Reply-To: References: Message-ID: <20141119103313.GG27148@easter-eggs.com> On Tue, Nov 18, 2014 at 11:30:15AM -0800, JZ wrote: > I would like to hide some fields that we are not using: > > Time Estimated > Time Worked > Time Left > > I would like to hide them everywhere including the Jumbo view. > > > I am using version 4.2.0. How can I do this? > you can try to hide them using a custom css. example: go to Menu->Admin->Tools->Theme and add to the css: tr.time.worked { display: none; } else, you have to patch RT. Find files to modify using: $ grep TimeEstimated share/html/ -r I recommend using some vcs like git to track your changes. -- 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 smail.tahir at gmail.com Wed Nov 19 12:55:09 2014 From: smail.tahir at gmail.com (smail tahir) Date: Wed, 19 Nov 2014 17:55:09 +0000 Subject: [rt-users] Business hour Message-ID: Hi All, Could your help me please, i would like to create a script on resolve, that update custum field called ? Type-Intevention? with one of 2 value Value 1 : ?On Site? : when the resolution date time is in Business hour ? Between 09am & 18pm from Monday to Friday Value 2 : ?Hors Site? : when the resolution date time is hors Business Hour ? between 18pm and 09am, Sunday & Saturday BR -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at thezimmermans.org Wed Nov 19 15:24:21 2014 From: lists at thezimmermans.org (JZ) Date: Wed, 19 Nov 2014 12:24:21 -0800 Subject: [rt-users] Hiding unused fields In-Reply-To: <20141119103313.GG27148@easter-eggs.com> References: <20141119103313.GG27148@easter-eggs.com> Message-ID: This worked great. Thank you On 2014-11-19 02:33, Emmanuel Lacour wrote: > On Tue, Nov 18, 2014 at 11:30:15AM -0800, JZ wrote: >> I would like to hide some fields that we are not using: >> >> Time Estimated >> Time Worked >> Time Left >> >> I would like to hide them everywhere including the Jumbo view. >> >> >> I am using version 4.2.0. How can I do this? >> > > you can try to hide them using a custom css. > > > example: > > go to Menu->Admin->Tools->Theme > > and add to the css: > > tr.time.worked { > display: none; > } > > > > > else, you have to patch RT. > > Find files to modify using: > > $ grep TimeEstimated share/html/ -r > > > I recommend using some vcs like git to track your changes. From bbaker at copesan.com Wed Nov 19 14:18:25 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 19 Nov 2014 19:18:25 +0000 Subject: [rt-users] Problem with date Message-ID: I am attempting use the following code to update the Resolved date in a ticket. Thanks for the help in advance. package RT::Action::CSRUpdateResolvedTest; use base 'RT::Action'; use strict; use warnings; sub Prepare { return 1; } sub Commit { my %mon2num = qw( jan 1 feb 2 mar 3 apr 4 may 5 jun 6 jul 7 aug 8 sep 9 oct 10 nov 11 dec 12 ); my $self = shift; my $ticket = $self->TicketObj; my $datecreated = $ticket->CreatedObj->Unix; my $dateupdated = $ticket->LastUpdatedObj->Unix; my $datecreatedstr = $ticket->CreatedObj->AsString; my $dateupdatedstr = $ticket->LastUpdatedObj->AsString; my $dateresolved; my $dateresolvedstr; my @dateresolvedstr; my $transactions = $ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Status', FIELD => 'NewValue', VALUE => 'closed'); while (my $transaction = $transactions->Next) { $dateresolved = localtime($transaction->CreatedObj->Unix); @dateresolvedstr = split(" ",$dateresolved); $dateresolvedstr = $dateresolvedstr[4] . "-" . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . "-" . $dateresolvedstr[2] . " " . $dateresolvedstr[3]; } print $dateresolvedstr . " " . $dateresolved . "\n"; $ticket->SetResolved($dateresolvedstr); return 1; } The dates printed to the console are correct but when I view the ticket the resolved date is different than the dates printed to the console by 6 hours. This seems to me to be the off set for the time zone. What do I need to add for Request Tracker to take the date as is? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Wed Nov 19 17:10:17 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 19 Nov 2014 22:10:17 +0000 Subject: [rt-users] Problem with date In-Reply-To: References:

Message-ID: <6bd370c436254bd6b588a4667a7ecb1d@DM2PR0501MB1182.namprd05.prod.outlook.com> Landon Thanks for the fast response So if I understand you correctly then when I am update the Resolved date I need to subtract 6 hours making it UTC time and the store that value. Is the procedure correct? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: Landon Stewart [mailto:lstewart at iweb.com] Sent: Wednesday, November 19, 2014 4:07 PM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Problem with date On Nov 19, 2014, at 11:18 AM, Bryon Baker > wrote: The dates printed to the console are correct but when I view the ticket the resolved date is different than the dates printed to the console by 6 hours. This seems to me to be the off set for the time zone. What do I need to add for Request Tracker to take the date as is? Hi Byron, AFAIK RT provides it's own offset when printing dates/times in the UI so one must store the date/time as UTC. What is printed on the console should actually be UTC. Date/Time entered by users or stored in any way need to be converted to UTC first. More info: http://bestpractical.com/docs/rt/latest/RT_Config.html#Date-and-time-handling Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Wed Nov 19 17:06:56 2014 From: lstewart at iweb.com (Landon Stewart) Date: Wed, 19 Nov 2014 14:06:56 -0800 Subject: [rt-users] Problem with date In-Reply-To: References: Message-ID: On Nov 19, 2014, at 11:18 AM, Bryon Baker wrote: > The dates printed to the console are correct but when I view the ticket the resolved date is different than the dates printed to the console by 6 hours. This seems to me to be the off set for the time zone. What do I need to add for Request Tracker to take the date as is? Hi Byron, AFAIK RT provides it's own offset when printing dates/times in the UI so one must store the date/time as UTC. What is printed on the console should actually be UTC. Date/Time entered by users or stored in any way need to be converted to UTC first. More info: http://bestpractical.com/docs/rt/latest/RT_Config.html#Date-and-time-handling 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 203 bytes Desc: Message signed with OpenPGP using GPGMail URL: From cloos at netcologne.de Thu Nov 20 02:52:27 2014 From: cloos at netcologne.de (Christian Loos) Date: Thu, 20 Nov 2014 08:52:27 +0100 Subject: [rt-users] Problem with date In-Reply-To: References: Message-ID: <546D9DBB.3040502@netcologne.de> Hi, as far as I understand you script you try to set the ticket resolved date to the transaction date when the ticket status is set to closed. If you have configured you RT correct this is done automatically by RT. So what is your intent with this script? Chris Am 19.11.2014 um 20:18 schrieb Bryon Baker: > I am attempting use the following code to update the Resolved date in a > ticket. Thanks for the help in advance. > > > > package RT::Action::CSRUpdateResolvedTest; > > use base 'RT::Action'; > > use strict; > > use warnings; > > > > sub Prepare > > { > > return 1; > > } > > > > sub Commit > > { > > > > my %mon2num = qw( > > jan 1 feb 2 mar 3 apr 4 may 5 jun 6 > > jul 7 aug 8 sep 9 oct 10 nov 11 dec 12 > > ); > > my $self = shift; > > my $ticket = $self->TicketObj; > > my $datecreated = $ticket->CreatedObj->Unix; > > my $dateupdated = $ticket->LastUpdatedObj->Unix; > > my $datecreatedstr = $ticket->CreatedObj->AsString; > > my $dateupdatedstr = $ticket->LastUpdatedObj->AsString; > > my $dateresolved; > > my $dateresolvedstr; > > my @dateresolvedstr; > > my $transactions = $ticket->Transactions; > > $transactions->Limit( FIELD => 'Type', VALUE => > 'Status', FIELD => 'NewValue', VALUE => 'closed'); > > while (my $transaction = $transactions->Next) > > { > > $dateresolved = localtime($transaction->CreatedObj->Unix); > > @dateresolvedstr = split(" ",$dateresolved); > > $dateresolvedstr = $dateresolvedstr[4] . "-" > . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . "-" . > $dateresolvedstr[2] . " " . $dateresolvedstr[3]; > > } > > > > print $dateresolvedstr . " " . $dateresolved . "\n"; > > $ticket->SetResolved($dateresolvedstr); > > > > return 1; > > } > > > > The dates printed to the console are correct but when I view the ticket > the resolved date is different than the dates printed to the console by > 6 hours. This seems to me to be the off set for the time zone. What do > I need to add for Request Tracker to take the date as is? > > > > Thanks > > Bryon Baker > > Network Operations Manager > > */Copesan/**/- Specialists in Pest Solutions/* > > 800-267-3726 ? 262-783-6261 ext. 2296 > > bbaker at copesan.com > > www.copesan.com > > */"Servicing North America with Local Care"/* > > > From cloos at netcologne.de Thu Nov 20 02:52:27 2014 From: cloos at netcologne.de (Christian Loos) Date: Thu, 20 Nov 2014 08:52:27 +0100 Subject: [rt-users] Problem with date In-Reply-To: References: Message-ID: <546D9DBB.3040502@netcologne.de> Hi, as far as I understand you script you try to set the ticket resolved date to the transaction date when the ticket status is set to closed. If you have configured you RT correct this is done automatically by RT. So what is your intent with this script? Chris Am 19.11.2014 um 20:18 schrieb Bryon Baker: > I am attempting use the following code to update the Resolved date in a > ticket. Thanks for the help in advance. > > > > package RT::Action::CSRUpdateResolvedTest; > > use base 'RT::Action'; > > use strict; > > use warnings; > > > > sub Prepare > > { > > return 1; > > } > > > > sub Commit > > { > > > > my %mon2num = qw( > > jan 1 feb 2 mar 3 apr 4 may 5 jun 6 > > jul 7 aug 8 sep 9 oct 10 nov 11 dec 12 > > ); > > my $self = shift; > > my $ticket = $self->TicketObj; > > my $datecreated = $ticket->CreatedObj->Unix; > > my $dateupdated = $ticket->LastUpdatedObj->Unix; > > my $datecreatedstr = $ticket->CreatedObj->AsString; > > my $dateupdatedstr = $ticket->LastUpdatedObj->AsString; > > my $dateresolved; > > my $dateresolvedstr; > > my @dateresolvedstr; > > my $transactions = $ticket->Transactions; > > $transactions->Limit( FIELD => 'Type', VALUE => > 'Status', FIELD => 'NewValue', VALUE => 'closed'); > > while (my $transaction = $transactions->Next) > > { > > $dateresolved = localtime($transaction->CreatedObj->Unix); > > @dateresolvedstr = split(" ",$dateresolved); > > $dateresolvedstr = $dateresolvedstr[4] . "-" > . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . "-" . > $dateresolvedstr[2] . " " . $dateresolvedstr[3]; > > } > > > > print $dateresolvedstr . " " . $dateresolved . "\n"; > > $ticket->SetResolved($dateresolvedstr); > > > > return 1; > > } > > > > The dates printed to the console are correct but when I view the ticket > the resolved date is different than the dates printed to the console by > 6 hours. This seems to me to be the off set for the time zone. What do > I need to add for Request Tracker to take the date as is? > > > > Thanks > > Bryon Baker > > Network Operations Manager > > */Copesan/**/- Specialists in Pest Solutions/* > > 800-267-3726 ? 262-783-6261 ext. 2296 > > bbaker at copesan.com > > www.copesan.com > > */"Servicing North America with Local Care"/* > > > From bbaker at copesan.com Thu Nov 20 09:17:02 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 20 Nov 2014 14:17:02 +0000 Subject: [rt-users] Problem with date In-Reply-To: <546D9DBB.3040502@netcologne.de> References: <546D9DBB.3040502@netcologne.de> Message-ID: <48acd34b0d5a45d7b0334f0228508c6f@DM2PR0501MB1182.namprd05.prod.outlook.com> Thanks for your response Christian. So where it RT is that configuration? This is why I developed the script to update the resolved date and timeworked. I have been trying to get this to work for months and I have completely missed the configuration you are talking about. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: Christian Loos [mailto:cloos at netcologne.de] Sent: Thursday, November 20, 2014 1:52 AM To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com) Subject: Re: Problem with date Hi, as far as I understand you script you try to set the ticket resolved date to the transaction date when the ticket status is set to closed. If you have configured you RT correct this is done automatically by RT. So what is your intent with this script? Chris Am 19.11.2014 um 20:18 schrieb Bryon Baker: > I am attempting use the following code to update the Resolved date in > a ticket. Thanks for the help in advance. > > > > package RT::Action::CSRUpdateResolvedTest; > > use base 'RT::Action'; > > use strict; > > use warnings; > > > > sub Prepare > > { > > return 1; > > } > > > > sub Commit > > { > > > > my %mon2num = qw( > > jan 1 feb 2 mar 3 apr 4 may 5 jun > 6 > > jul 7 aug 8 sep 9 oct 10 nov 11 dec > 12 > > ); > > my $self = shift; > > my $ticket = $self->TicketObj; > > my $datecreated = $ticket->CreatedObj->Unix; > > my $dateupdated = $ticket->LastUpdatedObj->Unix; > > my $datecreatedstr = $ticket->CreatedObj->AsString; > > my $dateupdatedstr = $ticket->LastUpdatedObj->AsString; > > my $dateresolved; > > my $dateresolvedstr; > > my @dateresolvedstr; > > my $transactions = $ticket->Transactions; > > $transactions->Limit( FIELD => 'Type', VALUE => > 'Status', FIELD => 'NewValue', VALUE => 'closed'); > > while (my $transaction = $transactions->Next) > > { > > $dateresolved = localtime($transaction->CreatedObj->Unix); > > @dateresolvedstr = split(" > ",$dateresolved); > > $dateresolvedstr = $dateresolvedstr[4] . "-" > . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . "-" . > $dateresolvedstr[2] . " " . $dateresolvedstr[3]; > > } > > > > print $dateresolvedstr . " " . $dateresolved . "\n"; > > $ticket->SetResolved($dateresolvedstr); > > > > return 1; > > } > > > > The dates printed to the console are correct but when I view the > ticket the resolved date is different than the dates printed to the > console by > 6 hours. This seems to me to be the off set for the time zone. What > do I need to add for Request Tracker to take the date as is? > > > > Thanks > > Bryon Baker > > Network Operations Manager > > */Copesan/**/- Specialists in Pest Solutions/* > > 800-267-3726 . 262-783-6261 ext. 2296 > > bbaker at copesan.com > > www.copesan.com > > */"Servicing North America with Local Care"/* > > > From elacour at easter-eggs.com Thu Nov 20 09:21:55 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 20 Nov 2014 15:21:55 +0100 Subject: [rt-users] Business hour In-Reply-To: References: Message-ID: <20141120142155.GE6292@easter-eggs.com> On Wed, Nov 19, 2014 at 05:55:09PM +0000, smail tahir wrote: > Could your help me please,? > > i would like to create a script on resolve, that update custum field > called ? Type-Intevention? with one of 2 value > > Value 1 : ??On Site? : when the resolution date time is in Business hour ? > Between 09am & 18pm from Monday to Friday > > Value 2 : ?Hors Site? : when the resolution date time is hors Business > Hour ? between 18pm and 09am, ?Sunday & Saturday > You just have to use the perl module Business::Hours available on CPAN against the ticket resolution date. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From cloos at netcologne.de Thu Nov 20 09:33:25 2014 From: cloos at netcologne.de (Christian Loos) Date: Thu, 20 Nov 2014 15:33:25 +0100 Subject: [rt-users] Problem with date In-Reply-To: <48acd34b0d5a45d7b0334f0228508c6f@DM2PR0501MB1182.namprd05.prod.outlook.com> References: <546D9DBB.3040502@netcologne.de> <48acd34b0d5a45d7b0334f0228508c6f@DM2PR0501MB1182.namprd05.prod.outlook.com> Message-ID: <546DFBB5.4090909@netcologne.de> RT saves dates in the DB in UTC. In the web interface dates are displayed based on the RT_SiteConfig.pm [1] or User timezone. Maybe just your timezone config is wrong. Chris [1] http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone Am 20.11.2014 um 15:17 schrieb Bryon Baker: > Thanks for your response Christian. > > So where it RT is that configuration? > > This is why I developed the script to update the resolved date and timeworked. I have been trying to get this to work for months and I have completely missed the configuration you are talking about. > > Thanks > Bryon Baker > Network Operations Manager > Copesan - Specialists in Pest Solutions > 800-267-3726 . 262-783-6261 ext. 2296 > bbaker at copesan.com > www.copesan.com > "Servicing North America with Local Care" > > -----Original Message----- > From: Christian Loos [mailto:cloos at netcologne.de] > Sent: Thursday, November 20, 2014 1:52 AM > To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com) > Subject: Re: Problem with date > > Hi, > > as far as I understand you script you try to set the ticket resolved date to the transaction date when the ticket status is set to closed. > > If you have configured you RT correct this is done automatically by RT. > > So what is your intent with this script? > > Chris > > Am 19.11.2014 um 20:18 schrieb Bryon Baker: >> I am attempting use the following code to update the Resolved date in >> a ticket. Thanks for the help in advance. >> >> >> >> package RT::Action::CSRUpdateResolvedTest; >> >> use base 'RT::Action'; >> >> use strict; >> >> use warnings; >> >> >> >> sub Prepare >> >> { >> >> return 1; >> >> } >> >> >> >> sub Commit >> >> { >> >> >> >> my %mon2num = qw( >> >> jan 1 feb 2 mar 3 apr 4 may 5 jun >> 6 >> >> jul 7 aug 8 sep 9 oct 10 nov 11 dec >> 12 >> >> ); >> >> my $self = shift; >> >> my $ticket = $self->TicketObj; >> >> my $datecreated = $ticket->CreatedObj->Unix; >> >> my $dateupdated = $ticket->LastUpdatedObj->Unix; >> >> my $datecreatedstr = $ticket->CreatedObj->AsString; >> >> my $dateupdatedstr = $ticket->LastUpdatedObj->AsString; >> >> my $dateresolved; >> >> my $dateresolvedstr; >> >> my @dateresolvedstr; >> >> my $transactions = $ticket->Transactions; >> >> $transactions->Limit( FIELD => 'Type', VALUE => >> 'Status', FIELD => 'NewValue', VALUE => 'closed'); >> >> while (my $transaction = $transactions->Next) >> >> { >> >> $dateresolved = localtime($transaction->CreatedObj->Unix); >> >> @dateresolvedstr = split(" >> ",$dateresolved); >> >> $dateresolvedstr = $dateresolvedstr[4] . "-" >> . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . "-" . >> $dateresolvedstr[2] . " " . $dateresolvedstr[3]; >> >> } >> >> >> >> print $dateresolvedstr . " " . $dateresolved . "\n"; >> >> $ticket->SetResolved($dateresolvedstr); >> >> >> >> return 1; >> >> } >> >> >> >> The dates printed to the console are correct but when I view the >> ticket the resolved date is different than the dates printed to the >> console by >> 6 hours. This seems to me to be the off set for the time zone. What >> do I need to add for Request Tracker to take the date as is? >> >> >> >> Thanks >> >> Bryon Baker >> >> Network Operations Manager >> >> */Copesan/**/- Specialists in Pest Solutions/* >> >> 800-267-3726 . 262-783-6261 ext. 2296 >> >> bbaker at copesan.com >> >> www.copesan.com >> >> */"Servicing North America with Local Care"/* >> >> >> > > From bbaker at copesan.com Thu Nov 20 09:40:03 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 20 Nov 2014 14:40:03 +0000 Subject: [rt-users] Problem with date In-Reply-To: <546DFBB5.4090909@netcologne.de> References: <546D9DBB.3040502@netcologne.de> <48acd34b0d5a45d7b0334f0228508c6f@DM2PR0501MB1182.namprd05.prod.outlook.com> <546DFBB5.4090909@netcologne.de> Message-ID: The time zone is configured correctly. Maybe I state the issue wrong in the current configuration when a ticket is closed the TimeWorked and the Resolved date are not updated. Is there a configuration I need to add to turn on this automated feature? All other dates seem to be populating. Created, Started, Last Contact, Updated and they are showing the correct dates. But when a ticket is closed the "closed date" does not get populated nor does the timework. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: Christian Loos [mailto:cloos at netcologne.de] Sent: Thursday, November 20, 2014 8:33 AM To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com) Subject: Re: Problem with date RT saves dates in the DB in UTC. In the web interface dates are displayed based on the RT_SiteConfig.pm [1] or User timezone. Maybe just your timezone config is wrong. Chris [1] http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone Am 20.11.2014 um 15:17 schrieb Bryon Baker: > Thanks for your response Christian. > > So where it RT is that configuration? > > This is why I developed the script to update the resolved date and timeworked. I have been trying to get this to work for months and I have completely missed the configuration you are talking about. > > Thanks > Bryon Baker > Network Operations Manager > Copesan - Specialists in Pest Solutions > 800-267-3726 . 262-783-6261 ext. 2296 bbaker at copesan.com > www.copesan.com "Servicing North America with Local Care" > > -----Original Message----- > From: Christian Loos [mailto:cloos at netcologne.de] > Sent: Thursday, November 20, 2014 1:52 AM > To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com) > Subject: Re: Problem with date > > Hi, > > as far as I understand you script you try to set the ticket resolved date to the transaction date when the ticket status is set to closed. > > If you have configured you RT correct this is done automatically by RT. > > So what is your intent with this script? > > Chris > > Am 19.11.2014 um 20:18 schrieb Bryon Baker: >> I am attempting use the following code to update the Resolved date >> in a ticket. Thanks for the help in advance. >> >> >> >> package RT::Action::CSRUpdateResolvedTest; >> >> use base 'RT::Action'; >> >> use strict; >> >> use warnings; >> >> >> >> sub Prepare >> >> { >> >> return 1; >> >> } >> >> >> >> sub Commit >> >> { >> >> >> >> my %mon2num = qw( >> >> jan 1 feb 2 mar 3 apr 4 may 5 >> jun >> 6 >> >> jul 7 aug 8 sep 9 oct 10 nov 11 >> dec >> 12 >> >> ); >> >> my $self = shift; >> >> my $ticket = $self->TicketObj; >> >> my $datecreated = $ticket->CreatedObj->Unix; >> >> my $dateupdated = $ticket->LastUpdatedObj->Unix; >> >> my $datecreatedstr = $ticket->CreatedObj->AsString; >> >> my $dateupdatedstr = $ticket->LastUpdatedObj->AsString; >> >> my $dateresolved; >> >> my $dateresolvedstr; >> >> my @dateresolvedstr; >> >> my $transactions = $ticket->Transactions; >> >> $transactions->Limit( FIELD => 'Type', VALUE => >> 'Status', FIELD => 'NewValue', VALUE => 'closed'); >> >> while (my $transaction = $transactions->Next) >> >> { >> >> $dateresolved = >> localtime($transaction->CreatedObj->Unix); >> >> @dateresolvedstr = split(" >> ",$dateresolved); >> >> $dateresolvedstr = $dateresolvedstr[4] . "-" >> . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . "-" . >> $dateresolvedstr[2] . " " . $dateresolvedstr[3]; >> >> } >> >> >> >> print $dateresolvedstr . " " . $dateresolved . "\n"; >> >> $ticket->SetResolved($dateresolvedstr); >> >> >> >> return 1; >> >> } >> >> >> >> The dates printed to the console are correct but when I view the >> ticket the resolved date is different than the dates printed to the >> console by >> 6 hours. This seems to me to be the off set for the time zone. What >> do I need to add for Request Tracker to take the date as is? >> >> >> >> Thanks >> >> Bryon Baker >> >> Network Operations Manager >> >> */Copesan/**/- Specialists in Pest Solutions/* >> >> 800-267-3726 . 262-783-6261 ext. 2296 >> >> bbaker at copesan.com >> >> www.copesan.com >> >> */"Servicing North America with Local Care"/* >> >> >> > > From cloos at netcologne.de Thu Nov 20 10:05:08 2014 From: cloos at netcologne.de (Christian Loos) Date: Thu, 20 Nov 2014 16:05:08 +0100 Subject: [rt-users] Problem with date In-Reply-To: References: <546D9DBB.3040502@netcologne.de> <48acd34b0d5a45d7b0334f0228508c6f@DM2PR0501MB1182.namprd05.prod.outlook.com> <546DFBB5.4090909@netcologne.de> Message-ID: <546E0324.7050804@netcologne.de> The ticket resolved date is updated if the ticket status changes to an inactive one. Maybe you have configured you lifecycle wrong as "closed" isn't one of the status that RT ships with. See: http://bestpractical.com/docs/rt/latest/RT_Config.html#inactive Am 20.11.2014 um 15:40 schrieb Bryon Baker: > The time zone is configured correctly. > > Maybe I state the issue wrong in the current configuration when a ticket is closed the TimeWorked and the Resolved date are not updated. > > Is there a configuration I need to add to turn on this automated feature? > > All other dates seem to be populating. Created, Started, Last Contact, Updated and they are showing the correct dates. But when a ticket is closed the "closed date" does not get populated nor does the timework. > > Thanks > Bryon Baker > Network Operations Manager > Copesan - Specialists in Pest Solutions > 800-267-3726 . 262-783-6261 ext. 2296 > bbaker at copesan.com > www.copesan.com > "Servicing North America with Local Care" > > > -----Original Message----- > From: Christian Loos [mailto:cloos at netcologne.de] > Sent: Thursday, November 20, 2014 8:33 AM > To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com) > Subject: Re: Problem with date > > RT saves dates in the DB in UTC. > > In the web interface dates are displayed based on the RT_SiteConfig.pm [1] or User timezone. > > Maybe just your timezone config is wrong. > > Chris > > [1] http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone > > Am 20.11.2014 um 15:17 schrieb Bryon Baker: >> Thanks for your response Christian. >> >> So where it RT is that configuration? >> >> This is why I developed the script to update the resolved date and timeworked. I have been trying to get this to work for months and I have completely missed the configuration you are talking about. >> >> Thanks >> Bryon Baker >> Network Operations Manager >> Copesan - Specialists in Pest Solutions >> 800-267-3726 . 262-783-6261 ext. 2296 bbaker at copesan.com >> www.copesan.com "Servicing North America with Local Care" >> >> -----Original Message----- >> From: Christian Loos [mailto:cloos at netcologne.de] >> Sent: Thursday, November 20, 2014 1:52 AM >> To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com) >> Subject: Re: Problem with date >> >> Hi, >> >> as far as I understand you script you try to set the ticket resolved date to the transaction date when the ticket status is set to closed. >> >> If you have configured you RT correct this is done automatically by RT. >> >> So what is your intent with this script? >> >> Chris >> >> Am 19.11.2014 um 20:18 schrieb Bryon Baker: >>> I am attempting use the following code to update the Resolved date >>> in a ticket. Thanks for the help in advance. >>> >>> >>> >>> package RT::Action::CSRUpdateResolvedTest; >>> >>> use base 'RT::Action'; >>> >>> use strict; >>> >>> use warnings; >>> >>> >>> >>> sub Prepare >>> >>> { >>> >>> return 1; >>> >>> } >>> >>> >>> >>> sub Commit >>> >>> { >>> >>> >>> >>> my %mon2num = qw( >>> >>> jan 1 feb 2 mar 3 apr 4 may 5 >>> jun >>> 6 >>> >>> jul 7 aug 8 sep 9 oct 10 nov 11 >>> dec >>> 12 >>> >>> ); >>> >>> my $self = shift; >>> >>> my $ticket = $self->TicketObj; >>> >>> my $datecreated = $ticket->CreatedObj->Unix; >>> >>> my $dateupdated = $ticket->LastUpdatedObj->Unix; >>> >>> my $datecreatedstr = $ticket->CreatedObj->AsString; >>> >>> my $dateupdatedstr = $ticket->LastUpdatedObj->AsString; >>> >>> my $dateresolved; >>> >>> my $dateresolvedstr; >>> >>> my @dateresolvedstr; >>> >>> my $transactions = $ticket->Transactions; >>> >>> $transactions->Limit( FIELD => 'Type', VALUE => >>> 'Status', FIELD => 'NewValue', VALUE => 'closed'); >>> >>> while (my $transaction = $transactions->Next) >>> >>> { >>> >>> $dateresolved = >>> localtime($transaction->CreatedObj->Unix); >>> >>> @dateresolvedstr = split(" >>> ",$dateresolved); >>> >>> $dateresolvedstr = $dateresolvedstr[4] . "-" >>> . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . "-" . >>> $dateresolvedstr[2] . " " . $dateresolvedstr[3]; >>> >>> } >>> >>> >>> >>> print $dateresolvedstr . " " . $dateresolved . "\n"; >>> >>> $ticket->SetResolved($dateresolvedstr); >>> >>> >>> >>> return 1; >>> >>> } >>> >>> >>> >>> The dates printed to the console are correct but when I view the >>> ticket the resolved date is different than the dates printed to the >>> console by >>> 6 hours. This seems to me to be the off set for the time zone. What >>> do I need to add for Request Tracker to take the date as is? >>> >>> >>> >>> Thanks >>> >>> Bryon Baker >>> >>> Network Operations Manager >>> >>> */Copesan/**/- Specialists in Pest Solutions/* >>> >>> 800-267-3726 . 262-783-6261 ext. 2296 >>> >>> bbaker at copesan.com >>> >>> www.copesan.com >>> >>> */"Servicing North America with Local Care"/* >>> >>> >>> >> >> > > From Spradling.LeAnn at epa.gov Thu Nov 20 10:46:12 2014 From: Spradling.LeAnn at epa.gov (Spradling, LeAnn) Date: Thu, 20 Nov 2014 15:46:12 +0000 Subject: [rt-users] Difficulties converting mySQL to Oracle Message-ID: Hi All. We are on 4.0.6 and tried to convert our mySQl database to Oracle. While we seem to be able to read from the database, and update old tickets in some cases, we can't create new tickets or users. Any tips appreciated. We did a mysqldump and imported using Oracle SQL Loader. Our DBAs found a sequence error and corrected it, a number of MYSQL-type delimiters were removed, but we are still getting stuff like the below. [Thu Nov 20 15:34:33 2014] [crit]: Couldn't create a Principal on new user create. Strange things are afoot at the circle K (/public/server/apps/rt-home/sbin/../lib/RT/Group.pm:456) [Thu Nov 20 15:34:33 2014] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 49782: Could not create group (/public/server/apps/rt-home/sbin/../lib/RT/Ticket.pm:1002) [Thu Nov 20 15:34:33 2014] [crit]: Couldn't create ticket groups for ticket 49782. aborting Ticket creation. (/public/server/apps/rt-home/sbin/../lib/RT/Ticket.pm:522) [Thu Nov 20 15:34:33 2014] [error]: WebRT: Ticket could not be created due to an internal error (/public/server/apps/rt-4.0.6_oracle_attempt_second_initialize/share/html/Elements/Error:82) thanks LeAnn Spradling | Manager CAP EPA CAM | CGI Federal 2800 Meridian Pkwy, Durham, NC 27713 T: 919-294-3721 |M: 919-260-2750 | spradling.leann at epa.gov -------------- next part -------------- An HTML attachment was scrubbed... URL: From mr13 at sanger.ac.uk Fri Nov 21 06:01:09 2014 From: mr13 at sanger.ac.uk (Matthew Rahtz) Date: Fri, 21 Nov 2014 11:01:09 +0000 Subject: [rt-users] 'Vertical size too small' error from rt-email-dashboards Message-ID: <546F1B75.4000908@sanger.ac.uk> Hello! We're getting an error from our daily rt-email-dashboards Cron job: [Fri Nov 21 06:00:17 2014] [error]: Vertical size too small at /opt/rt4/share/html/Search/Chart line 185. Stack: [/opt/rt4/share/html/Search/Chart:185] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) [Fri Nov 21 06:00:17 2014] [error]: Caught exception: An internal RT error has occurred. Your administrator can find more details in RT's log files. (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:118) As far as I know, nothing's been changed in our RT configuration since when it started happening - though perhaps a user has made changes to one of their subscribed dashboards so that it's now too big? Someone else ran into the same issue at http://www.gossamer-threads.com/lists/rt/users/107020, but there was no resolution. Googling for just "Vertical size too small", it looks like this is an error from Perl's GDGraph library, with a suggestion to adjust the correct_width attribute on the plot_graph call: http://search.cpan.org/dist/GDGraph/Graph.pm But in order to test whether this fixes it, it would be nice to have a repeatable test case. Running rt-emails-dashboads --dryrun --all I see there are about 20 dashboard subscriptions set up. How can we figure out which one(s) are giving the error, so that we can come up with a reliable test case (and without spamming users with emails :) )? Cheers, Matthew -- Matthew Rahtz Informatics Systems Group Wellcome Trust Sanger Insitute -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From falcone at bestpractical.com Fri Nov 21 17:39:49 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Nov 2014 17:39:49 -0500 Subject: [rt-users] 'Vertical size too small' error from rt-email-dashboards In-Reply-To: <546F1B75.4000908@sanger.ac.uk> References: <546F1B75.4000908@sanger.ac.uk> Message-ID: <20141121223949.GA2755@jibsheet.com> On Fri, Nov 21, 2014 at 11:01:09AM +0000, Matthew Rahtz wrote: > We're getting an error from our daily rt-email-dashboards Cron job: > > [Fri Nov 21 06:00:17 2014] [error]: Vertical size too small at > /opt/rt4/share/html/Search/Chart line 185. I'm surprised you get the error in cron but not > Running rt-emails-dashboads --dryrun --all I see there are about 20 > dashboard subscriptions set up. How can we figure out which one(s) are > giving the error, so that we can come up with a reliable test case (and > without spamming users with emails :) )? I would expect you to get the error during the chart render unless it's very sensitive to timing. You can set $LogToScreen ($LogToSTDERR on 4.2) to debug so that your cron job will spew more information about which dashboard is being processed when the error is run. After that, rt-attributes-viewer on the dashboard and relevant chart will be interesting. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Fri Nov 21 17:41:24 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Nov 2014 17:41:24 -0500 Subject: [rt-users] Difficulties converting mySQL to Oracle In-Reply-To: References: Message-ID: <20141121224124.GB2755@jibsheet.com> On Thu, Nov 20, 2014 at 03:46:12PM +0000, Spradling, LeAnn wrote: > We did a mysqldump and imported using Oracle SQL Loader. Our DBAs found a > sequence error and corrected it, a number of MYSQL-type delimiters were > removed, but we are still getting stuff like the below. I have to start by saying this is not something we'd considered a 'supported migration technique'. Especially given your errors. > > [Thu Nov 20 15:34:33 2014] [crit]: Couldn't create a Principal on new user > create. Strange things are afoot at the circle K (/public/server/apps/rt-home/ > sbin/../lib/RT/Group.pm:456) Your DBAs should compare https://github.com/bestpractical/rt/blob/maint/etc/schema.Oracle to what you have, you're missing or have incorrect sequences. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From Spradling.LeAnn at epa.gov Fri Nov 21 19:26:37 2014 From: Spradling.LeAnn at epa.gov (Spradling, LeAnn) Date: Sat, 22 Nov 2014 00:26:37 +0000 Subject: [rt-users] Difficulties converting mySQL to Oracle In-Reply-To: <20141121224124.GB2755@jibsheet.com> References: <20141121224124.GB2755@jibsheet.com> Message-ID: <06f76ec027b84a87bf636445a8ea7e85@DM2PR09MB0607.namprd09.prod.outlook.com> Thanks. We discovered the sequence problems but I will pass that to our DBAs. We will have to repeat this process for our prod environment, so any suggestions or pointers to documentation for supported/better migration techniques would be welcomed. This document was the most detailed I found: http://requesttracker.wikia.com/wiki/MySQLToOracle LeAnn Spradling | Manager CAP EPA CAM | CGI Federal 2800 Meridian Pkwy, Durham, NC 27713 T: 919-294-3721 |M: 919-260-2750 | spradling.leann at epa.gov -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, November 21, 2014 5:41 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Difficulties converting mySQL to Oracle On Thu, Nov 20, 2014 at 03:46:12PM +0000, Spradling, LeAnn wrote: > We did a mysqldump and imported using Oracle SQL Loader. Our DBAs > found a sequence error and corrected it, a number of MYSQL-type > delimiters were removed, but we are still getting stuff like the below. I have to start by saying this is not something we'd considered a 'supported migration technique'. Especially given your errors. > > [Thu Nov 20 15:34:33 2014] [crit]: Couldn't create a Principal on new > user create. Strange things are afoot at the circle K > (/public/server/apps/rt-home/ > sbin/../lib/RT/Group.pm:456) Your DBAs should compare https://github.com/bestpractical/rt/blob/maint/etc/schema.Oracle to what you have, you're missing or have incorrect sequences. -kevin From smail.tahir at gmail.com Mon Nov 24 08:00:33 2014 From: smail.tahir at gmail.com (smail tahir) Date: Mon, 24 Nov 2014 13:00:33 +0000 Subject: [rt-users] comment mandadory On Resolve Message-ID: Hi all, there is any way to make comment on ticket mandadory on resolve, BR -------------- next part -------------- An HTML attachment was scrubbed... URL: From smail.tahir at gmail.com Mon Nov 24 11:00:30 2014 From: smail.tahir at gmail.com (smail tahir) Date: Mon, 24 Nov 2014 16:00:30 +0000 Subject: [rt-users] comment mandatory on resolve Message-ID: Hi all, there is any way to make comment on ticket mandatory on resolve, BR -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Nov 24 15:17:18 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Nov 2014 15:17:18 -0500 Subject: [rt-users] [rt-announce] RTIR 3.0.4 Release Message-ID: <20141124201718.GF2642@jibsheet.com> RTIR 3.0.4 fixes several bugs in 3.0.3 and improves documentation for users upgrading from 2.6 and using SLAs. https://download.bestpractical.com/pub/rt/release/RT-IR-3.0.4.tar.gz https://download.bestpractical.com/pub/rt/release/RT-IR-3.0.4.tar.gz.asc SHA1 sums 3971e872425402d530f1dbc1ef7745358eaacf7c RT-IR-3.0.4.tar.gz 44f0ae615e9de1edb368989d8e8fc72e0973fc98 RT-IR-3.0.4.tar.gz.asc Bugs * Newer versions of the module used to cache MakeClicky die on unicode strings * 3.0.3 fixed bugs where Constituency would lose the user's selection on form resubmission, but this fix caused problems if you changed Constituency into a Select Multiple CF. This causes other problems, but will now not throw an error. * The "RT at a Glance" Rows per box setting is now respected on the RTIR homepage also. Documentation * Improve the upgrading documentation to better cover how to handle the core SLA Custom Field from 2.6 and the global SLA Custom Field installed if you choose to use RT::Extension::SLA A complete changelog is available from git by running: git log 3.0.3..3.0.4 or visiting https://github.com/bestpractical/rtir/compare/3.0.3...3.0.4 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From borepstein at gmail.com Mon Nov 24 16:13:55 2014 From: borepstein at gmail.com (Boris Epstein) Date: Mon, 24 Nov 2014 16:13:55 -0500 Subject: [rt-users] the owner tab pulldown Message-ID: Hello listmates, I have just encountered a strange situation. Apparently, as I am trying to assign a ticket, some users do show up in the "Owner" pulldown and others do not. Thus far, I have failed to see what the selection criteria is there. Any help with this will be greatly appreciated. Cheers, Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gaston at huot.me Wed Nov 26 08:55:56 2014 From: Gaston at huot.me (Gaston Huot) Date: Wed, 26 Nov 2014 08:55:56 -0500 Subject: [rt-users] Complex search for users, as for tickets Message-ID: Is it possible in RT to : - do a search for users with some search parameters? - as for tickets, include this search within a dashboard ? Thanks, Gaston Huot -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Wed Nov 26 11:47:13 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Wed, 26 Nov 2014 10:47:13 -0600 Subject: [rt-users] Problem with 4.0.22 --> 4.2.9 upgrade Message-ID: Hello - Upgraded a test RT server from 4.0.22 to 4.2.9 yesterday. Upgrade went smooth and I didn't run into any real big issues. The issue is now when logging in to RT. I get to the login just fine and I enter my credentials. Upon hitting the *Login* button I immediately get sent to a page that shows: Not Found The requested URL /HASH(0x7f632a4a2b98) was not found on this server. With a URL of https://*fqdn*/HASH(0x7f632a4a2b98). However, if I modify the URL to just the *fqdn* of my server, I am logged in just fine to RT and all seems well. If I logout and attempt to login again -- I'll get the same error with a different HASH number following. The mason data cache was cleared after the upgrade. What would cause such an error? Thanks! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Nov 26 14:29:46 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 26 Nov 2014 14:29:46 -0500 Subject: [rt-users] Problem with 4.0.22 --> 4.2.9 upgrade In-Reply-To: References: Message-ID: <20141126192946.GA3096@jibsheet.com> On Wed, Nov 26, 2014 at 10:47:13AM -0600, Max McGrath wrote: > Upgraded a test RT server from 4.0.22 to 4.2.9 yesterday.? Upgrade went smooth > and I didn't run into any real big issues. > > The requested URL /HASH(0x7f632a4a2b98) was not found on this server. > > With a URL of?https://fqdn/HASH(0x7f632a4a2b98). > > However, if I modify the URL to just the fqdn?of my server, I am logged in just > fine to RT and all seems well.? If I logout and attempt to login again -- I'll > get the same error with a different HASH number following. A similar issue was caused by using older RT-Authen-ExternalAuth with newer RTs. The version you're upgrading from should have exhibited the same bug (this was specific to versions prior to 4.0.8). It's worth checking your customizations and plugins to see if you have stale versions around, especially if you've touched Login. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From mmcgrath at carthage.edu Wed Nov 26 15:01:44 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Wed, 26 Nov 2014 14:01:44 -0600 Subject: [rt-users] Problem with 4.0.22 --> 4.2.9 upgrade In-Reply-To: <20141126192946.GA3096@jibsheet.com> References: <20141126192946.GA3096@jibsheet.com> Message-ID: Thanks! That seems to have fixed it! I was still on version 0.10 of RT-Authen-ExternalAuth. Got to 0.25 and the problem went away! Thanks so much! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Wed, Nov 26, 2014 at 1:29 PM, Kevin Falcone wrote: > On Wed, Nov 26, 2014 at 10:47:13AM -0600, Max McGrath wrote: > > Upgraded a test RT server from 4.0.22 to 4.2.9 yesterday. Upgrade went > smooth > > and I didn't run into any real big issues. > > > > The requested URL /HASH(0x7f632a4a2b98) was not found on this server. > > > > With a URL of https://fqdn/HASH(0x7f632a4a2b98). > > > > However, if I modify the URL to just the fqdn of my server, I am logged > in just > > fine to RT and all seems well. If I logout and attempt to login again > -- I'll > > get the same error with a different HASH number following. > > A similar issue was caused by using older RT-Authen-ExternalAuth with > newer RTs. The version you're upgrading from should have > exhibited the same bug (this was specific to versions prior to 4.0.8). > It's worth checking your customizations and plugins to see if you have > stale versions around, especially if you've touched Login. > > -kevin > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Wed Nov 26 17:22:09 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 26 Nov 2014 14:22:09 -0800 Subject: [rt-users] plugins link to module file, not package file Message-ID: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> Hey guys and gals, been a long time. I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can?t seem to wrap my head around is the new plugin setup. First, yay! I like the idea of what you?ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. [in which I wander in the wrong direction? read and giggle] However, I can?t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures and copy these into place? I see some details there but it doesn?t inspire confidence that everything I need to know is there. A breakout of the directory structure would be really helpful. [forehead slap] I was almost done with this e-mail when I realized the problem. If you go to http://bestpractical.com/rt/extensions.html and you find the extension you are looking for, the link to the Homepage for the extension actually links to the main module, and not to the extension package. Example for one Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you?re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ I did some random spot checking, and this appears to be true for every module shown there. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Wed Nov 26 17:32:17 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 26 Nov 2014 14:32:17 -0800 Subject: [rt-users] unordered mismash of upgrade instructions Message-ID: Hey guys and gals, been a long time. I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m liking the changes. Glad to see RTFM integrated. My one big question here that I think the documentation could definitely improve upon, is what order to do the changes in? There are changes in every one of these pages and there?s no clear outline for which ones go first. https://www.bestpractical.com/docs/rt/4.2/README.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING-3.8.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.0.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING.mysql.html I build the new installation on a new system so I?ve done a test upgrade the following way ? totally just guessing which things to do in which order. Can someone take a moment to validate if I did it right? 1. Loaded a backup of the running system's database, renamed to rt4 2. Installed apache2 and mod_perl2, set up vhost according to https://www.bestpractical.com/docs/rt/4.2/web_deployment.html 3. Download 4.2.9, extract, ./configure --with-web-handler=modperl2 --with-web-user=apache --with-web-group=apache 4. sudo make fixdeps 5. make install 6. perl etc/upgrade/upgrade-mysql-schema.pl rt4 rt_user password > ~/update.sql (read and saw only changes to utf8) 7. mysql -u rt-user -p rt4 < ~/update.sql 8. Cleanup from UPGRADING-3.8 $ cd /opt/rt4 $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/vulnerable-passwords $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/vulnerable-passwords --fix $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/split-out-cf-categories 9. Database upgrade $ perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/upgrade-articles $ sbin/rt-validator --check $ sbin/rt-validator --check --resolve I?m thinking that perhaps step 8 should have been done before 6 and 7, but it seems to have worked and it displays the tickets and seems to operate properly. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Wed Nov 26 18:35:57 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 26 Nov 2014 15:35:57 -0800 Subject: [rt-users] docs improvement suggestion for full-text searching Message-ID: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> So the documentation at https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.0.html says: > Since 4.0.0, RT's ticket content search is disabled by default because of performance issues when used without full text indexing. For details on how to re-enable it with (or without) full text indexing, see docs/full_text_indexing.pod. However this URL https://www.bestpractical.com/docs/rt/4.2/full_text_indexing.html contains only information on how to enable full text indexing, and no information on how to enable it without the indexing. Seems like you need to add the information from http://blog.bestpractical.com/2011/06/full-text-searching.html to the top of this page. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Thu Nov 27 05:29:08 2014 From: cloos at netcologne.de (Christian Loos) Date: Thu, 27 Nov 2014 11:29:08 +0100 Subject: [rt-users] save addresses on tickets Message-ID: <5476FCF4.6010400@netcologne.de> Hi, has anyone made a local modification to save addresses on tickets? I'm looking for ideas how to implement this. Our requirements: * multiple addresses per ticket * address types (postal, installation) * search tickets by address We currently use CustomFields (Street, City, ZIP), but can't save more than one address per ticket with this. Chris From chris at chrisdown.name Thu Nov 27 06:37:19 2014 From: chris at chrisdown.name (Chris Down) Date: Thu, 27 Nov 2014 11:37:19 +0000 Subject: [rt-users] How to get comment text content from comment id Message-ID: <20141127113719.GA17383@chrisdown.name> Hello, I have a RT::Transaction that looks like this: [ "OldValue" : "", "NewValue" : "", "TimeTaken" : "0", "Creator" : "1234", "ObjectId" : "2345", "Type" : "Comment", "Field" : "", "Created" : "2011-11-03 18:02:56", "id" : "3456", "Data" : "No Subject", "ObjectType" : "RT::Ticket" ] I thought that the comment would be in NewValue, but it seems both OldValue and NewValue are blank. How should I get the comment text? I looked through the API docs, but I couldn't find what I should use to do this. Any pointers in the right direction would be appreciated :-) Thanks! Chris -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 971 bytes Desc: not available URL: From chris at chrisdown.name Thu Nov 27 09:11:30 2014 From: chris at chrisdown.name (Chris Down) Date: Thu, 27 Nov 2014 14:11:30 +0000 Subject: [rt-users] How to get comment text content from comment id In-Reply-To: <20141127113719.GA17383@chrisdown.name> References: <20141127113719.GA17383@chrisdown.name> Message-ID: <20141127141130.GA30625@chrisdown.name> Sorry, forgot to mention, I am running 3.8 and $transaction->content is unimplemented. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 971 bytes Desc: not available URL: From chris at chrisdown.name Thu Nov 27 09:46:26 2014 From: chris at chrisdown.name (Chris Down) Date: Thu, 27 Nov 2014 14:46:26 +0000 Subject: [rt-users] How to get comment text content from comment id In-Reply-To: <20141127141130.GA30625@chrisdown.name> References: <20141127113719.GA17383@chrisdown.name> <20141127141130.GA30625@chrisdown.name> Message-ID: <20141127144626.GB17383@chrisdown.name> Never mind, it should be ->Content ;-) All good now, thanks. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 971 bytes Desc: not available URL: From alexmv at bestpractical.com Thu Nov 27 09:55:59 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 27 Nov 2014 09:55:59 -0500 Subject: [rt-users] docs improvement suggestion for full-text searching In-Reply-To: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> References: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> Message-ID: <54773B7F.40604@bestpractical.com> On 11/26/2014 06:35 PM, Jo Rhett wrote: > However [doc/full_text_indexing] contains only information on how to > enable full text indexing, and no information on how to enable it > without the indexing. Mostly because we're afraid of users shooting themselves in the foot. Regardless, I've committed 2551dca5 which details how to do so. - Alex From drew.bentley at gmail.com Thu Nov 27 10:38:50 2014 From: drew.bentley at gmail.com (Drew) Date: Thu, 27 Nov 2014 09:38:50 -0600 Subject: [rt-users] the owner tab pulldown In-Reply-To: References: Message-ID: Do the users who do not show up have the proper permissions to be assigned the ticket? On Mon, Nov 24, 2014 at 3:13 PM, Boris Epstein wrote: > Hello listmates, > > I have just encountered a strange situation. Apparently, as I am trying to > assign a ticket, some users do show up in the "Owner" pulldown and others do > not. Thus far, I have failed to see what the selection criteria is there. > > Any help with this will be greatly appreciated. > > Cheers, > > Boris. From vaclav.ovsik at i.cz Thu Nov 27 11:27:02 2014 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Thu, 27 Nov 2014 17:27:02 +0100 Subject: [rt-users] RT sends email to disabled users Message-ID: <20141127162702.GA7581@bobek.localdomain> Hi, I am a bit surprised, that our RT instance sends emails to disabled users. I thought disabling user is sufficient procedure tu suppress user access and all communication towards that user by RT. I did some RT database cleanup procedures (adding/deleting watchers on old tickets, so I can purge some invalid user accounts by shredder) and to my INBOX arrived a bunch of "Undelivered Mail Returned to Sender" bounces (routed to me through rtadmin alias). These was transactions notifications for owner of old ticket, but the owner left our company and his email address is no longer valid. His account is disabled. Is this bug? Have I some misconfiguration somewhere or should I besides disabling user also delete his email address from his account? Best Regards -- Zito From drew.bentley at gmail.com Thu Nov 27 15:09:58 2014 From: drew.bentley at gmail.com (Drew) Date: Thu, 27 Nov 2014 14:09:58 -0600 Subject: [rt-users] the owner tab pulldown In-Reply-To: References:

Message-ID: I'm aware of the permissions, that is why I was asking Boris who is not seeing particular users on the drop down to assign the ticket to if they had the proper permissions to be an actual owner of the ticket. ;) On Nov 27, 2014 12:05 PM, "Kenneth Crocker" wrote: > Drew, > > There are many permissions they need in order to work on a ticket, > ownership is one of them. > > I have an ebook out that explains a lot about permissions. It is titled > "RT for Beginners - A Topical Guide". It is only $9.99 at Amazon or Barnes. > I've attached a TOC. > > Kenn > > On Thu, Nov 27, 2014 at 7:38 AM, Drew wrote: > >> Do the users who do not show up have the proper permissions to be >> assigned the ticket? >> >> On Mon, Nov 24, 2014 at 3:13 PM, Boris Epstein >> wrote: >> > Hello listmates, >> > >> > I have just encountered a strange situation. Apparently, as I am trying >> to >> > assign a ticket, some users do show up in the "Owner" pulldown and >> others do >> > not. Thus far, I have failed to see what the selection criteria is >> there. >> > >> > Any help with this will be greatly appreciated. >> > >> > Cheers, >> > >> > Boris. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Fri Nov 28 03:12:21 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 28 Nov 2014 00:12:21 -0800 Subject: [rt-users] docs improvement suggestion for full-text searching In-Reply-To: <54773B7F.40604@bestpractical.com> References: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> <54773B7F.40604@bestpractical.com> Message-ID: <57C1E712-1C86-413C-B89D-C7637C860C68@netconsonance.com> On Nov 27, 2014, at 6:55 AM, Alex Vandiver wrote: > On 11/26/2014 06:35 PM, Jo Rhett wrote: >> However [doc/full_text_indexing] contains only information on how to >> enable full text indexing, and no information on how to enable it >> without the indexing. > > Mostly because we're afraid of users shooting themselves in the foot. > Regardless, I've committed 2551dca5 which details how to do so. > - Alex Understood. Just a clarity nitpick :) Although I am confused by your statements that full text indexing isn?t available in MySQL. I?ve used this quite successfully in the past http://dev.mysql.com/doc/refman/5.6/en/innodb-fulltext-index.html Likewise, MariaDB has Sphinx support compiled in and available in their packages, which made this process almost trivial to enable. https://mariadb.com/kb/en/mariadb/documentation/storage-engines/sphinx-storage-engine/about-sphinxse/ I found three problems in the config pushed out by the sbin/rt-setup-fulltext-index command: 1. You need to create and chown the var/sphinx directory it references mkdir /opt/rt4/var/sphinx chown -R sphinx:sphinx /opt/rt4/var/sphinx 2. You need to add this binlog path line binlog_path = /opt/rt4/var/sphinx 3. You need to add this compat line or searchd won?t start compat_sphinxql_magics = 0 Easy fixes? -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From woody at wildthingsafaris.com Fri Nov 28 09:09:33 2014 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Fri, 28 Nov 2014 17:09:33 +0300 Subject: [rt-users] Order of custom field updates Message-ID: <5478821D.8050206@wildthingsafaris.com> Hi folks, I have a scrip that runs onCustomFieldChange, and it creates another ticket using data from other custom fields. eg Payment amount - value Payment currency - select Payment destination - select Payment type - select A scrip triggers on change of Payment type, but when the new ticket is created, amount and currency are defined, but destination is not set so i get something like Incoming Payment of xxxxx GBP - . instead of Incoming Payment of xxxx GBP - Current account I have checked the id number of the custom fields thinking maybe they update in id order, but Payment Type is the lowest, and Payment Destination is not the highest. Payment type is the last in the list that's displayed, so I'm not sure how the order of field updates is decided. Can anyone suggest a solution or provide any info on how the order of field updates is defined and how i can change it (presumably by changing field names or deleting and re-adding?) thanks -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 657 799 468 Skype: woody1tz http://wildthingsafaris.com From cajunx at gmail.com Fri Nov 28 12:55:16 2014 From: cajunx at gmail.com (Cajun X) Date: Fri, 28 Nov 2014 12:55:16 -0500 Subject: [rt-users] rt 3.6.5 no longer sending emails Message-ID: Hi, After updating RT to 3.6.5 on redhat it is no longer sending emails - see error below Would someone be able to point us in the right direction Sendmail is working correctly but RT is not sending the email to it as it seems to bottom out with the following error [error]: Scrip Prepare 6 died. - Undefined subroutine &RT::I18N::IsTextualContentType called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 177. Stack: [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:177] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/Notify.pm:67] [/usr/lib/perl5/vendor_perl/5.8.8/RT/ScripAction_Overlay.pm:234] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:478] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrips_Overlay.pm:239] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:173] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1461] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:2435] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:2348] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Email.pm:777] [/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:481) ------------ we are also getting some more generic errors [warning]: Use of uninitialized value in string ne at /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 1502. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:1502) ---- [warning]: Use of uninitialized value in string ne at /usr/lib/perl5/vendor_perl/5.8.8/RT/Report/Tickets.pm line 406. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Report/Tickets.pm:406) [warning]: Use of uninitialized value in substitution (s///) at /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 632. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:632) [warning]: Use of uninitialized value in pattern match (m//) at /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 396. (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:396) [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 413. (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) [warning]: Use of uninitialized value in pattern match (m//) at /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 396. (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:396) [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 413. (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) [error]: Scrip Prepare 4 died. - Undefined subroutine &RT::I18N::IsTextualContentType called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 177. -------------- next part -------------- An HTML attachment was scrubbed... URL: From thowellcintron at gmail.com Fri Nov 28 18:51:22 2014 From: thowellcintron at gmail.com (T. Howell-Cintron) Date: Fri, 28 Nov 2014 17:51:22 -0600 Subject: [rt-users] OnCreate -> AdminCC -> Gmail (BCC) Not Showing Up? Message-ID: I have a fresh installation. I created several queues, and a single user, and added that user as the AdminCC to the queues. RT ships with a scrip called "On Create Notify Owner and AdminCcs" which is enabled and left to the default settings. I set up a few aliases from addresses like support at kathera.org to similarly named RT queues, and emails from any address are coming in to RT fine - they show up in the web interface almost immediately - and the autoreply is being sent to the requester as desired, but the AdminCC is not being notified of the ticket creation (nor any other activity on the queue). Of course I've checked all my filters and spam queues, to no avail. Sending a test message from djhednoiz at gmail.com to support at gmail.com, which injects the message into the Support queue, of which thowellcintron at gmail.com is an AdminCC: ==> /var/log/maillog <== Nov 28 18:46:00 vps-1145625-18788 postfix/smtpd[27814]: connect from mail-wi0-f172.google.com[209.85.212.172] Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: 1DF91F5C807A: client=mail-wi0-f172.google.com[209.85.212.172] Nov 28 18:46:01 vps-1145625-18788 postfix/cleanup[27818]: 1DF91F5C807A: message-id= Nov 28 18:46:01 vps-1145625-18788 postfix/qmgr[4474]: 1DF91F5C807A: from=, size=1479, nrcpt=1 (queue active) Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: disconnect from mail-wi0-f172.google.com[209.85.212.172] ==> /var/log/messages <== Nov 28 18:46:01 vps-1145625-18788 RT: [21684] #1010/201 - Scrip 7 On Create Autoreply To Requestors ==> /var/log/maillog <== Nov 28 18:46:01 vps-1145625-18788 sendmail[27827]: sASNk1FV027827: from=apache, size=2377, class=-60, nrcpts=1, msgid=, relay=apache at localhost Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: connect from localhost[127.0.0.1] Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: E0C42F5C8817: client=localhost[127.0.0.1] Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]: E0C42F5C8817: message-id= Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: E0C42F5C8817: from=, size=2763, nrcpt=1 (queue active) Nov 28 18:46:02 vps-1145625-18788 sendmail[27827]: sASNk1FV027827: to=djhednoiz at gmail.com, ctladdr=apache (48/48), delay=00:00:01, xdelay=00:00:01, mailer=relay, pri=140377, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as E0C42F5C8817) Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect from localhost[127.0.0.1] ==> /var/log/messages <== Nov 28 18:46:02 vps-1145625-18788 RT: [21684] sent To: djhednoiz at gmail.com Nov 28 18:46:02 vps-1145625-18788 RT: [21684] #1010/201 - Scrip 8 On Create Notify Owner and AdminCcs ==> /var/log/maillog <== Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829: from=apache, size=3002, class=-60, nrcpts=1, msgid=, relay=apache at localhost Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: connect from localhost[127.0.0.1] Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: 37948F5C8818: client=localhost[127.0.0.1] Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]: 37948F5C8818: message-id= Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829: to=thowellcintron at gmail.com, ctladdr=apache (48/48), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=141002, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 37948F5C8818) Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: 37948F5C8818: from=, size=3387, nrcpt=1 (queue active) Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect from localhost[127.0.0.1] ==> /var/log/messages <== Nov 28 18:46:02 vps-1145625-18788 RT: [21684] sent Bcc: thowellcintron at gmail.com Nov 28 18:46:02 vps-1145625-18788 RT: [21684] #1010/201 - Scrip 9 On Create Notify Ccs Nov 28 18:46:02 vps-1145625-18788 RT: [21684] No recipients found. Not sending. Nov 28 18:46:02 vps-1145625-18788 RT: [21684] #1010/201 - Scrip 10 On Create Notify Other Recipients Nov 28 18:46:02 vps-1145625-18788 RT: [21684] No recipients found. Not sending. Nov 28 18:46:02 vps-1145625-18788 RT: [21684] Ticket 1010 created in queue 'Support' by djhednoiz at gmail.com ==> /var/log/maillog <== Nov 28 18:46:02 vps-1145625-18788 postfix/local[27822]: 1DF91F5C807A: to=, orig_to=, relay=local, delay=1.4, delays=0.22/0.02/0/1.2, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --queue support --action correspond --no-verify-ssl --url https://rt.kathera.org ) Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: 1DF91F5C807A: removed Nov 28 18:46:32 vps-1145625-18788 postfix/smtp[27828]: connect to gmail-smtp-in.l.google.com[2607:f8b0:400d:c03::1a]:25: Connection timed out Nov 28 18:46:32 vps-1145625-18788 postfix/smtp[27830]: connect to gmail-smtp-in.l.google.com[2607:f8b0:400d:c03::1b]:25: Connection timed out Nov 28 18:46:32 vps-1145625-18788 postfix/smtp[27828]: E0C42F5C8817: to=, relay=gmail-smtp-in.l.google.com[64.233.171.26]:25, delay=31, delays=0.22/0.05/30/0.45, dsn=2.0.0, status=sent (250 2.0.0 OK 1417218392 dl2si13416697qcb.19 - gsmtp) Nov 28 18:46:32 vps-1145625-18788 postfix/qmgr[4474]: E0C42F5C8817: removed Nov 28 18:46:33 vps-1145625-18788 postfix/smtp[27830]: 37948F5C8818: to=, relay=gmail-smtp-in.l.google.com[64.233.171.26]:25, delay=31, delays=0.24/0.04/30/0.25, dsn=2.0.0, status=sent (250 2.0.0 OK 1417218393 y20si13330616qay.132 - gsmtp) Nov 28 18:46:33 vps-1145625-18788 postfix/qmgr[4474]: 37948F5C8818: removed .. Again, I scoured my account thowellcintron at gmail.com and there is no such message. I'm tempted to use a vanilla mail account outside of Gmail to confirm that it's not a matter of filtering, but do you good ladies and gentlemen see anything obviously amiss in my logs? With regards, Tom Howell-Cintron