From cloos at netcologne.de  Mon Jan  5 06:00:10 2015
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 05 Jan 2015 12:00:10 +0100
Subject: [rt-users] save addresses on tickets
In-Reply-To: <CAFdkmptFMLKupm5VVWHq3zDMvUdeMDd71pMOzEqXzWVW5NVEJQ@mail.gmail.com>
References: <5476FCF4.6010400@netcologne.de>
	<CAFdkmptFMLKupm5VVWHq3zDMvUdeMDd71pMOzEqXzWVW5NVEJQ@mail.gmail.com>
Message-ID: <54AA6EBA.3030001@netcologne.de>

Am 12.12.2014 um 13:33 schrieb Alex Peters:
> Do you have the option of using a multi-line custom field and writing
> one address per line?
> 
> As far as I can see, that's the only really sane way to store multiple
> free-form values per ticket.
I recently got the info from my users that we also need to group by
address (Charts), so this isn't possible with you suggestion.

> 
> This is a bit "dirtier," but could you create an "Address" queue, an
> Address ticket for each address and then just link the other tickets to
> the Address tickets as needed?  This would at least make searching for
> tickets by address very easy.
Interesting idea.
I currently investigate if your above solution fits better or if I
create a new Address object which I can link to tickets. This requires
more coding but would be the cleaner solution.

> 
> On 27 November 2014 at 21:29, Christian Loos <cloos at netcologne.de
> <mailto:cloos at netcologne.de>> wrote:
> 
>     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 mike.johnson at nosm.ca  Mon Jan  5 09:59:54 2015
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Mon, 5 Jan 2015 09:59:54 -0500
Subject: [rt-users] Any webinars that exist showing the articles
	functionality in RT?
Message-ID: <CAFuoEe_KjxRkYQVb=T1f9xxL3q-oHUH3xmmkcunKyVP-md5ieA@mail.gmail.com>

As the subject line says, I'd love to see any recordings of how people
utilize the "Articles" functionality in RT. This was previously RTFM.

I am currently running 3.8.10, and am not able to do an upgrade right now.
I installed RTFM and fiddled around with it, but I can't really see a fluid
use of it, and I'm thinking I'm just simply missing the point... or
thinking it should be doing something that it doesn't.

Anyway, if anyone knows of a webinar, or demo of that portion of RT, could
you point me in the right direction?

I have a very hard time web searching for RT related content with the term
"articles", and well RTFM just brings up what I want to tell people when
they submit tickets to RT :P

Youtube has a handful of videos that are useful, but none that I've watched
so far (I've watched 1/2 of the 24 video playlist that pops up when
searching)

Thanks!
Mike.
-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From alexmv at bestpractical.com  Mon Jan  5 12:58:23 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 05 Jan 2015 12:58:23 -0500
Subject: [rt-users] Any webinars that exist showing the articles
 functionality in RT?
In-Reply-To: <CAFuoEe_KjxRkYQVb=T1f9xxL3q-oHUH3xmmkcunKyVP-md5ieA@mail.gmail.com>
References: <CAFuoEe_KjxRkYQVb=T1f9xxL3q-oHUH3xmmkcunKyVP-md5ieA@mail.gmail.com>
Message-ID: <54AAD0BF.6020106@bestpractical.com>

On 01/05/2015 09:59 AM, Mike Johnson wrote:
> I am currently running 3.8.10, and am not able to do an upgrade right
> now.

This is your reminder that 3.8.10 has published security vulnerabilities
in it, including SQL injection and arbitrary execution of code.  I hope
you have, at least, installed the security patches we've released.  But
upgrading to 3.8.17 (which is still unsupported, but at least has no
published vulnerabilities) would be mostly equivalent to doing so.
Upgrading within a stable series is meant to be painless.

> I installed RTFM and fiddled around with it, but I can't really see
> a fluid use of it, and I'm thinking I'm just simply missing the point...
> or thinking it should be doing something that it doesn't.
> 
> Anyway, if anyone knows of a webinar, or demo of that portion of RT,
> could you point me in the right direction?

We don't have any published webinars.  However, the documentation in
http://docs.bestpractical.com/customizing/articles_introduction.html
applies as much to RTFM as it does to Articles.
 - Alex


From alexmv at bestpractical.com  Mon Jan  5 13:01:27 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 05 Jan 2015 13:01:27 -0500
Subject: [rt-users] Fw: slow query on RT 4.2.9 with postgres
In-Reply-To: <OF71657461.04BE3280-ON85257DBF.005C9AC2-85257DBF.005D46B6@mcls.org>
References: <OF71657461.04BE3280-ON85257DBF.005C9AC2-85257DBF.005D46B6@mcls.org>
Message-ID: <54AAD177.6090202@bestpractical.com>

On 12/31/2014 11:58 AM, Mark Szidik wrote:
> I just upgraded from 4.0.7 to 4.2.9 and I am running to some very slow
> page loads that were not an issue with the old version of RT.
> 
> When simply requesting the new search page
> (/Search/Build.html?NewQuery=1
> <https://rt.mcls.org/Search/Build.html?NewQuery=1>) it takes about 20
> seconds to load the page.  PostgreSQL (version 9.3.5)  logs this slow
> query.
> 
> LOG:  duration: 20985.257 ms  execute <unnamed>: SELECT DISTINCT main.*
> FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1  ON (
> Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2
>  ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN
> CachedGroupMembers CachedGroupMembers_4  ON (
> CachedGroupMembers_4.MemberId = Principals_1.id )  WHERE
> ((ACL_3.ObjectType = 'RT::Queue') OR (ACL_3.ObjectType = 'RT::System'
> AND ACL_3.ObjectId   = 1)) AND (ACL_3.PrincipalId =
> CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND
> (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND
> (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId
> = '4') AND (CachedGroupMembers_4.Disabled = '0') AND
> (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User')
> AND (Principals_1.id != '1')  ORDER BY main.Name ASC
> 
> this (slow) query also shows up when look at the
> Display/Basics/People/Jumbo tabs of a ticket in the general queue, but
> not in other queues.

How many users have the "OwnTicket" right in the General queue?  Have
you run "VACUUM ANALYZE" since the upgrade?
 - Alex



From bparish at cognex.com  Mon Jan  5 13:19:53 2015
From: bparish at cognex.com (Parish, Brent)
Date: Mon, 5 Jan 2015 13:19:53 -0500
Subject: [rt-users] Any webinars that exist showing the
	articles	functionality in RT?
In-Reply-To: <CAFuoEe_KjxRkYQVb=T1f9xxL3q-oHUH3xmmkcunKyVP-md5ieA@mail.gmail.com>
References: <CAFuoEe_KjxRkYQVb=T1f9xxL3q-oHUH3xmmkcunKyVP-md5ieA@mail.gmail.com>
Message-ID: <6265B2EB12D194469B958F2E703D818320BEAB1761@viper.pc.cognex.com>

I highly recommend attending the RT training seminars!
After using RT for over 12 years I finally went to one and loved it, looking forward to another one or perhaps bringing them onsite to do group training at my company.
http://bestpractical.com/services/training.html

We are just now starting to use the Articles functionality.  So far, I only use it for ?recipes? on how to do things (e.g. how to add an iSCSI volume to Solaris).
This is because (unlike tickets) you can change the text in Articles as the recipe changes (e.g. learn new things to do, commands change slightly with new versions of the OS, etc)


-          Brent



From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike Johnson
Sent: Monday, January 05, 2015 10:00 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Any webinars that exist showing the articles functionality in RT?

As the subject line says, I'd love to see any recordings of how people utilize the "Articles" functionality in RT. This was previously RTFM.

I am currently running 3.8.10, and am not able to do an upgrade right now. I installed RTFM and fiddled around with it, but I can't really see a fluid use of it, and I'm thinking I'm just simply missing the point... or thinking it should be doing something that it doesn't.

Anyway, if anyone knows of a webinar, or demo of that portion of RT, could you point me in the right direction?

I have a very hard time web searching for RT related content with the term "articles", and well RTFM just brings up what I want to tell people when they submit tickets to RT :P

Youtube has a handful of videos that are useful, but none that I've watched so far (I've watched 1/2 of the 24 video playlist that pops up when searching)

Thanks!
Mike.
--
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca<mailto:mike.johnson at nosm.ca>
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From darin at darins.net  Tue Jan  6 10:14:18 2015
From: darin at darins.net (Darin Perusich)
Date: Tue, 6 Jan 2015 10:14:18 -0500
Subject: [rt-users] associating tickets with an asset
Message-ID: <CADaviKs0Sj=wxsRvh8BmkuE5JziV3_VX=aB-z+LU-_OTSi7ncQ@mail.gmail.com>

Hello All,

I'd like to automatically associate tickets/alerts created by the
RT-Extension-Nagios with host the alert was created for, this will allow me
to easy see all the "issues" a given host has had. In my "Systems" catalog
I map the asset Name -> CF.fqdn so I'm hope it should be pretty straight
forward to create the association. I'm also using the CommandByMail
extension so  that can be leveraged too.

I haven't started digging into this yet but figured I'd ask before getting
started.

Thanks!

--
Later,
Darin
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From hamiltontpreston at gmail.com  Tue Jan  6 14:36:32 2015
From: hamiltontpreston at gmail.com (Hamilton T. Preston)
Date: Tue, 6 Jan 2015 14:36:32 -0500
Subject: [rt-users] Report for original queue count
Message-ID: <05D3F037-F407-4E3D-9E39-346597050D2F@gmail.com>

How would I write a report to count the number of tickets created in a queue? Many of our tickets are moved to other queues and I don't know how to get counts on the original queue the ticket was created in.

Thanks 




From craig at 2ndquadrant.com  Wed Jan  7 20:44:11 2015
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Thu, 08 Jan 2015 09:44:11 +0800
Subject: [rt-users] Fw: slow query on RT 4.2.9 with postgres
In-Reply-To: <OF71657461.04BE3280-ON85257DBF.005C9AC2-85257DBF.005D46B6@mcls.org>
References: <OF71657461.04BE3280-ON85257DBF.005C9AC2-85257DBF.005D46B6@mcls.org>
Message-ID: <54ADE0EB.1080808@2ndquadrant.com>

On 01/01/2015 12:58 AM, Mark Szidik wrote:

> QUERY PLAN                                

On explain.depesz.com: http://explain.depesz.com/s/Reu

The great bulk of the cost is an index-only scan on acl using index
acl1, as input to a nested loop.

It looks like Pg might be trying to avoid using lots of sort memory. If
you, for testing purposes:

   SET work_mem = '10MB'

   EXPLAIN (BUFFERS, ANALYZE) SELECT ...

do you get a different result?

Is it possible that the index is badly bloated? If you can afford the
exclusive lock, try `REINDEX`ing acl1.

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services


From bart at pleh.info  Thu Jan  8 04:11:18 2015
From: bart at pleh.info (Bart)
Date: Thu, 8 Jan 2015 10:11:18 +0100
Subject: [rt-users]  rt-importer (MySQL to PostgreSQL)
Message-ID: <CAB2d3rbfXinDt2xgG_9X=MXKMuSeYCgLh-Kj8R=68FPyRqyCRA@mail.gmail.com>

Hi,

We're currently testing the migration from MySQL towards PostgreSQL.

Serializing the data went pretty much as expected, took about 30 minutes to
complete.
After that we went ahead and prepared a PostgreSQL database for this test
and created the schemas/acls.
>From there we\ve started the rt-importer tool.

Now with the importer we've noticed it takes a very long time to finish.
Exporting took about 30 minutes (maybe even less if we give the VM more
resources) but importing takes about 6 hours.....

>From monitoring the resources we;ve noticed that the importer only uses 30%
CPU of 1 core (4 cores available) and only 20% memory (4GB available).
Compared to the serializer this is nearly nothing (serialzizer uses allot
more CPU and nearly all memory).

Also, the postgres server is nearly idle. Only one process using 20% CPU of
1 core (16 available) and nearly no memory (64GB available). On top of
that, the disk IO is nearly nothing. So basically the DB server doesn't do
a thing (or so it seems).

Are there ways to speed up the rt-importer process???

-- 
Bart G.
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From waldner at cert.at  Thu Jan  8 09:04:06 2015
From: waldner at cert.at (Robert Waldner)
Date: Thu, 08 Jan 2015 15:04:06 +0100
Subject: [rt-users] Autoreply to PGP-encrypted tickets when ticket# in
	subject not found
Message-ID: <54AE8E56.5050406@cert.at>

Hi,

we just had a case where a correspondent sent an encrypted mail with a
non-existing ticket# in the subject (but correct tag).

RT (4.0.14rc1) sent an auto-reply stating that it couldn't find this
ticket#. So far, so good.

Only that it sent the decrypted content of the original mail in the
auto-reply - unencrypted.

Any hints about how to disable sending such decrypted content in
auto-replys (note that we have the "normal" auto-reply scrip disabled
anyway)?

Kind regards,
Robert Waldner
-- 
// CERT Austria - Robert Waldner <waldner at cert.at>
// http://www.cert.at/ - T: +43 1 5056416 78
// Eine Initiative der nic.at GmbH
// http://www.nic.at/ - Firmenbuchnummer 172568b, LG Salzburg

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From trevor at onepost.net  Sat Jan 10 16:00:54 2015
From: trevor at onepost.net (Trev)
Date: Sat, 10 Jan 2015 16:00:54 -0500
Subject: [rt-users] Auto Create Ticket Scrip
Message-ID: <CAG9amYOiayM2aQ6oGsYr=jMm5qjKVOkx0nsrT+b=7-X87krUWg@mail.gmail.com>

Hi all,

  4.2.4 on Debian

  Created a scrip that calls a custom template to create a ticket in a
queue when another ticket is created. Seems easy enough, but I am having a
little bit of difficulty implementing it.

  So this is applied to a queue that I am opening tickets selecting... no
'auto tickets' are creating.

  What am I doing wrong or missing?

  Thanks!

  The Scrip:

   - Description: New User - Auto Create Tickets
   - Condition:    On Create
   - Action:        User Defined (I've toggled this back and forth from
   Open Tickets to User Defined)
   - Template:    New User - Tickets
   - The 3 boxes below are EMPTY (custom conditions, prep and action...)


  The Template:

   - Name:         New User - Tickets
   - Description:
   - Type:          Perl (default)


===Create-Ticket: IT Security Modifications
Queue           => 14
Subject: Access for {$Tickets{'TOP'}->Subject()}
Owner: {$Tickets{'TOP'}->Owner()}
Depended-On-By: {$Tickets{'TOP'}->Id()}
Content: Please attach approved changes for further approvals and
implementation.
ENDOFCONTENT
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From alex at peters.net  Sat Jan 10 19:51:54 2015
From: alex at peters.net (Alex Peters)
Date: Sun, 11 Jan 2015 11:51:54 +1100
Subject: [rt-users] Auto Create Ticket Scrip
In-Reply-To: <CAG9amYOiayM2aQ6oGsYr=jMm5qjKVOkx0nsrT+b=7-X87krUWg@mail.gmail.com>
References: <CAG9amYOiayM2aQ6oGsYr=jMm5qjKVOkx0nsrT+b=7-X87krUWg@mail.gmail.com>
Message-ID: <CAFdkmpuBZP_Wqu3xr5dkmihpKHLO8OVJhmu6vKF+kACUBo0kFw@mail.gmail.com>

A "user-defined" action will do nothing if the corresponding "custom action
code" boxes are empty.  (That should probably actually trigger an error.)

Setting your scrip's action to "Create Tickets" should have your scrip
working as expected.

You can also use queue names in create-ticket templates if you'd prefer the
template to be a little more self-explanatory.

On 11 January 2015 at 08:00, Trev <trevor at onepost.net> wrote:

> Hi all,
>
>   4.2.4 on Debian
>
>   Created a scrip that calls a custom template to create a ticket in a
> queue when another ticket is created. Seems easy enough, but I am having a
> little bit of difficulty implementing it.
>
>   So this is applied to a queue that I am opening tickets selecting... no
> 'auto tickets' are creating.
>
>   What am I doing wrong or missing?
>
>   Thanks!
>
>   The Scrip:
>
>    - Description: New User - Auto Create Tickets
>    - Condition:    On Create
>    - Action:        User Defined (I've toggled this back and forth from
>    Open Tickets to User Defined)
>    - Template:    New User - Tickets
>    - The 3 boxes below are EMPTY (custom conditions, prep and action...)
>
>
>   The Template:
>
>    - Name:         New User - Tickets
>    - Description:
>    - Type:          Perl (default)
>
>
> ===Create-Ticket: IT Security Modifications
> Queue           => 14
> Subject: Access for {$Tickets{'TOP'}->Subject()}
> Owner: {$Tickets{'TOP'}->Owner()}
> Depended-On-By: {$Tickets{'TOP'}->Id()}
> Content: Please attach approved changes for further approvals and
> implementation.
> ENDOFCONTENT
>
>
>
>
>
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From trevor at onepost.net  Sun Jan 11 12:32:14 2015
From: trevor at onepost.net (Trev)
Date: Sun, 11 Jan 2015 12:32:14 -0500
Subject: [rt-users] Auto Create Ticket Scrip
In-Reply-To: <CAFdkmpuBZP_Wqu3xr5dkmihpKHLO8OVJhmu6vKF+kACUBo0kFw@mail.gmail.com>
References: <CAG9amYOiayM2aQ6oGsYr=jMm5qjKVOkx0nsrT+b=7-X87krUWg@mail.gmail.com>
	<CAFdkmpuBZP_Wqu3xr5dkmihpKHLO8OVJhmu6vKF+kACUBo0kFw@mail.gmail.com>
Message-ID: <CAG9amYN-BnpY+JdeT+ZPZw5Ny0D4F5oCZCDN3q3HA4h1a8p2-A@mail.gmail.com>

Syslog Errors -- The $template_id seems warning level to me, but may be an
issue. I went into the database and confirmed the data correct for template
ids etc.. etc..

Attached configuration snapshots..

Any further thoughts appreciated, thanks!

Jan 11 12:23:16 jamie RT: [9697] Committing scrip #13 on txn #1759 of
ticket #125 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
Jan 11 12:23:16 jamie RT: [9697] Line: ===
(/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:541)
Jan 11 12:23:16 jamie RT: [9697] ===Create Ticket: ticket1
(/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] Subject: Auto Generation Test
 (/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] Queue => RT Testing
(/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] Content: Someone has created a ticket. you
should review and approve it,
(/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] so they can finish their work
(/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
Jan 11 12:23:16 jamie RT: [9697] ENDOFCONTENT
(/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id in
hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.




?


On Sat, Jan 10, 2015 at 7:51 PM, Alex Peters <alex at peters.net> wrote:

> A "user-defined" action will do nothing if the corresponding "custom
> action code" boxes are empty.  (That should probably actually trigger an
> error.)
>
> Setting your scrip's action to "Create Tickets" should have your scrip
> working as expected.
>
> You can also use queue names in create-ticket templates if you'd prefer
> the template to be a little more self-explanatory.
>
> On 11 January 2015 at 08:00, Trev <trevor at onepost.net> wrote:
>
>> Hi all,
>>
>>   4.2.4 on Debian
>>
>>   Created a scrip that calls a custom template to create a ticket in a
>> queue when another ticket is created. Seems easy enough, but I am having a
>> little bit of difficulty implementing it.
>>
>>   So this is applied to a queue that I am opening tickets selecting... no
>> 'auto tickets' are creating.
>>
>>   What am I doing wrong or missing?
>>
>>   Thanks!
>>
>>   The Scrip:
>>
>>    - Description: New User - Auto Create Tickets
>>    - Condition:    On Create
>>    - Action:        User Defined (I've toggled this back and forth from
>>    Open Tickets to User Defined)
>>    - Template:    New User - Tickets
>>    - The 3 boxes below are EMPTY (custom conditions, prep and action...)
>>
>>
>>   The Template:
>>
>>    - Name:         New User - Tickets
>>    - Description:
>>    - Type:          Perl (default)
>>
>>
>> ===Create-Ticket: IT Security Modifications
>> Queue           => 14
>> Subject: Access for {$Tickets{'TOP'}->Subject()}
>> Owner: {$Tickets{'TOP'}->Owner()}
>> Depended-On-By: {$Tickets{'TOP'}->Id()}
>> Content: Please attach approved changes for further approvals and
>> implementation.
>> ENDOFCONTENT
>>
>>
>>
>>
>>
>
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From trevor at onepost.net  Sun Jan 11 13:10:00 2015
From: trevor at onepost.net (Trev)
Date: Sun, 11 Jan 2015 13:10:00 -0500
Subject: [rt-users] Auto Create Ticket Scrip
In-Reply-To: <CAG9amYN-BnpY+JdeT+ZPZw5Ny0D4F5oCZCDN3q3HA4h1a8p2-A@mail.gmail.com>
References: <CAG9amYOiayM2aQ6oGsYr=jMm5qjKVOkx0nsrT+b=7-X87krUWg@mail.gmail.com>
	<CAFdkmpuBZP_Wqu3xr5dkmihpKHLO8OVJhmu6vKF+kACUBo0kFw@mail.gmail.com>
	<CAG9amYN-BnpY+JdeT+ZPZw5Ny0D4F5oCZCDN3q3HA4h1a8p2-A@mail.gmail.com>
Message-ID: <CAG9amYP0mfZ3nVxbia9LnX5ChNR6vLjj3m8WdD5tk0t+-5Vc+A@mail.gmail.com>

I figured my issue out, set the logging to debug mode and just, worked the
errors.

Template Syntax Issue

Queue => vs. Queue:


../sigh

Thanks for the help either way, appreciated!




On Sun, Jan 11, 2015 at 12:32 PM, Trev <trevor at onepost.net> wrote:

> Syslog Errors -- The $template_id seems warning level to me, but may be an
> issue. I went into the database and confirmed the data correct for template
> ids etc.. etc..
>
> Attached configuration snapshots..
>
> Any further thoughts appreciated, thanks!
>
> Jan 11 12:23:16 jamie RT: [9697] Committing scrip #13 on txn #1759 of
> ticket #125 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
> Jan 11 12:23:16 jamie RT: [9697] Line: ===
> (/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:541)
> Jan 11 12:23:16 jamie RT: [9697] ===Create Ticket: ticket1
> (/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
> Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
> in hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
> Jan 11 12:23:16 jamie RT: [9697] Subject: Auto Generation Test
>  (/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
> Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
> in hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
> Jan 11 12:23:16 jamie RT: [9697] Queue => RT Testing
> (/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
> Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
> in hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
> Jan 11 12:23:16 jamie RT: [9697] Content: Someone has created a ticket.
> you should review and approve it,
> (/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
> Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
> in hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
> Jan 11 12:23:16 jamie RT: [9697] so they can finish their work
> (/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
> Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
> in hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
> Jan 11 12:23:16 jamie RT: [9697] ENDOFCONTENT
> (/opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm:544)
> Jan 11 12:23:16 jamie RT: [9697] Use of uninitialized value $template_id
> in hash element at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 594.
>
>
>
>
> ?
>
>
> On Sat, Jan 10, 2015 at 7:51 PM, Alex Peters <alex at peters.net> wrote:
>
>> A "user-defined" action will do nothing if the corresponding "custom
>> action code" boxes are empty.  (That should probably actually trigger an
>> error.)
>>
>> Setting your scrip's action to "Create Tickets" should have your scrip
>> working as expected.
>>
>> You can also use queue names in create-ticket templates if you'd prefer
>> the template to be a little more self-explanatory.
>>
>> On 11 January 2015 at 08:00, Trev <trevor at onepost.net> wrote:
>>
>>> Hi all,
>>>
>>>   4.2.4 on Debian
>>>
>>>   Created a scrip that calls a custom template to create a ticket in a
>>> queue when another ticket is created. Seems easy enough, but I am having a
>>> little bit of difficulty implementing it.
>>>
>>>   So this is applied to a queue that I am opening tickets selecting...
>>> no 'auto tickets' are creating.
>>>
>>>   What am I doing wrong or missing?
>>>
>>>   Thanks!
>>>
>>>   The Scrip:
>>>
>>>    - Description: New User - Auto Create Tickets
>>>    - Condition:    On Create
>>>    - Action:        User Defined (I've toggled this back and forth from
>>>    Open Tickets to User Defined)
>>>    - Template:    New User - Tickets
>>>    - The 3 boxes below are EMPTY (custom conditions, prep and action...)
>>>
>>>
>>>   The Template:
>>>
>>>    - Name:         New User - Tickets
>>>    - Description:
>>>    - Type:          Perl (default)
>>>
>>>
>>> ===Create-Ticket: IT Security Modifications
>>> Queue           => 14
>>> Subject: Access for {$Tickets{'TOP'}->Subject()}
>>> Owner: {$Tickets{'TOP'}->Owner()}
>>> Depended-On-By: {$Tickets{'TOP'}->Id()}
>>> Content: Please attach approved changes for further approvals and
>>> implementation.
>>> ENDOFCONTENT
>>>
>>>
>>>
>>>
>>>
>>
>
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From tackittj at reed.edu  Mon Jan 12 15:30:37 2015
From: tackittj at reed.edu (Josh Tackitt)
Date: Mon, 12 Jan 2015 12:30:37 -0800
Subject: [rt-users] Slack integration?
In-Reply-To: <54628814.2040701@linuxfoundation.org>
References: <54628814.2040701@linuxfoundation.org>
Message-ID: <54B42EED.2000008@reed.edu>

I am also curious about integrating Slack with RT.  Has anyone tried to 
work on this?

thanks,
Josh

On 11/11/14 2:05 PM, Konstantin Ryabitsev wrote:
> Hi, all:
>
> Has anyone set up integration with slack, perhaps via a webhook?
>
> Best,



From sshguard at ymail.com  Tue Jan 13 08:52:53 2015
From: sshguard at ymail.com (Shahab Sharifzadeh)
Date: Tue, 13 Jan 2015 13:52:53 +0000 (UTC)
Subject: [rt-users] problem in RT
Message-ID: <851644902.390721.1421157173151.JavaMail.yahoo@jws10666.mail.bf1.yahoo.com>


Hi
When I change the login page ( for example I want to edit "username" to "user" ) I have a problem, when I want to login to RT with every device I have redirected to selfservice automatically. Please help me that why this happened?
Thanks for your attention.

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From culp1961 at gmail.com  Tue Jan 13 13:47:09 2015
From: culp1961 at gmail.com (Bill)
Date: Tue, 13 Jan 2015 18:47:09 +0000 (UTC)
Subject: [rt-users] Wild Card Question
References: <CAOBERY0AP+VgSu1=KSG1bqCGM6pCS_oio-YrrLjWBEo7Jk+eyg@mail.gmail.com>
Message-ID: <loom.20150113T194059-648@post.gmane.org>





William Culp <culp1961 <at> gmail.com> writes:







> 



> HelloIs there a way that I can use a wild card in one of our searches?? I 

have multiple queues that all start with the same character.? I would like 

to search all of those queues without having to modify the search every 

time I add a new queue.ThanksBillRT 4.5.5



> 



> 



> --------



> Final RT training for 2012 in Atlanta, GA - October 23 & 24



>   http://bestpractical.com/training



> 



> We're hiring! http://bestpractical.com/jobs



> 



Hello







I have tried the solutions given, but they fail.







In my Advanced Search I used:







Queue LIKE '%Bob%'







My hope was that I would get all the queues with Bob in it.







Instead...There was an error parsing your search query







We constructed all of our queues around 4 different sites.  I would like to 

be able to filter around each site.  Instead I have to modify all my 

Searches when I add or modify the queues.







Help appreciated.







Bill











From alex at peters.net  Tue Jan 13 18:22:33 2015
From: alex at peters.net (Alex Peters)
Date: Tue, 13 Jan 2015 23:22:33 +0000
Subject: [rt-users] problem in RT
References: <851644902.390721.1421157173151.JavaMail.yahoo@jws10666.mail.bf1.yahoo.com>
Message-ID: <CAFdkmpuyOup0U7LkM2mKwmEyQdZLuxeVVJiXGzwDF8hZgn5F7g@mail.gmail.com>

If I understand you correctly, you need to make your user "privileged."
Unprivileged users are forced to use the Self Service area.

I don't know what you mean by 'edit "username" to "user"'.  Are you trying
to change the visible wording on the login page?

On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh <sshguard at ymail.com> wrote:

>
> Hi
> When I change the login page ( for example I want to edit "username" to
> "user" ) I have a problem, when I want to login to RT with every device I
> have redirected to selfservice automatically. Please help me that why this
> happened?
> Thanks for your attention.
>
>
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From Daniel.Schwager at dtnet.de  Wed Jan 14 02:43:21 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Wed, 14 Jan 2015 07:43:21 +0000
Subject: [rt-users] rt3.8.17  / 4.2.6 / nginx and document-root '/rt'
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20C80419@exchange2.dtnet.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20C8010F@exchange2.dtnet.de>
	<6B94E95C-74E1-4B1D-BFB1-F320D3F6838E@mac.com>
	<5C4B841CCF894A4CBD8B13E25E2A575F20C80419@exchange2.dtnet.de>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20CE975A@exchange2.dtnet.de>

Hi all,

> thanks for this information - there's the fix - important
> lines are "location" and "rewrite" - see (1).

I updated to rt 4.2.6 - now, the combination of rt / nginx / fastcgi / document-root '/rt' does not work again.

My goal is to map a RT with nginx to a URL like "http://www.domain.de:8080/rt" (instead of "http://www.domain.de:8080")

Tonight, I played around and found the following working setup:

/etc/nginx/conf.d/rt4.conf

server {

    listen       8080;
    server_name  host.domain.de;
    root /tmp;

    # /opt/rt4/etc/RT_SiteConfig.pm                                                                                                                                                                                                          
    #   Set($WebDomain, "host.domain.de");                                                                                                                                                                                                   
    #   Set($WebPort , 8080);                                                                                                                                                                                                                
    #   Set($WebPath , "/rt");                                                                                                                                                                                                               
    #   Set(@ReferrerWhitelist, qw(extranet.domain.de:443 host.domain.de:8080 ));                                                                                                                                                            

    #                                                                                                                                                                                                                                        
    #                                                                                                                                                                                                                                        
    #                                                                                                                                                                                                                                        
    location  / {

        ### <original /etc/nginx/fastcgi_params - debian 7.x>                                                                                                                                                                                
        # include         /etc/nginx/fastcgi_params;                                                                                                                                                                                         
          fastcgi_param QUERY_STRING            $query_string;
          fastcgi_param REQUEST_METHOD          $request_method;
          fastcgi_param CONTENT_TYPE            $content_type;
          fastcgi_param CONTENT_LENGTH          $content_length;

          fastcgi_param SCRIPT_FILENAME         $request_filename;
          fastcgi_param SCRIPT_NAME             $fastcgi_script_name;
          fastcgi_param REQUEST_URI             $request_uri;
          fastcgi_param DOCUMENT_URI            $document_uri;
          fastcgi_param DOCUMENT_ROOT           $document_root;
          fastcgi_param SERVER_PROTOCOL         $server_protocol;

          fastcgi_param GATEWAY_INTERFACE       CGI/1.1;
          fastcgi_param SERVER_SOFTWARE         nginx/$nginx_version;

          fastcgi_param REMOTE_ADDR             $remote_addr;
          fastcgi_param REMOTE_PORT             $remote_port;
          fastcgi_param SERVER_ADDR             $server_addr;
          fastcgi_param SERVER_PORT             $server_port;
          fastcgi_param SERVER_NAME             $server_name;

          fastcgi_param HTTPS                   $https;

          # PHP only, required if PHP was built with --enable-force-cgi-redirect                                                                                                                                                             
          fastcgi_param REDIRECT_STATUS         200;
        ### </original /etc/nginx/fastcgi_params>                                                                                                                                                                                            

        fastcgi_pass   unix:/opt/rt4/var/fastcgi.sock;

        fastcgi_param   SCRIPT_NAME "/rt";
        fastcgi_param   PATH_INFO $uri;

     }

 }


rt-server.fcgi was called like this:
	/opt/rt4/sbin/rt-server.fcgi --pidfile=/opt/rt4/var/fastcgi.pid --socket=/opt/rt4/var/fastcgi.sock 2> /dev/null


Maybe, I can help other admins in the future not to spend that much time searching for a working solution.

regards
Danny





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From tbrumm at mac.com  Wed Jan 14 02:51:48 2015
From: tbrumm at mac.com (Torsten Brumm)
Date: Wed, 14 Jan 2015 08:51:48 +0100
Subject: [rt-users] rt3.8.17  / 4.2.6 / nginx and document-root '/rt'
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20CE975A@exchange2.dtnet.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20C8010F@exchange2.dtnet.de>
	<6B94E95C-74E1-4B1D-BFB1-F320D3F6838E@mac.com>
	<5C4B841CCF894A4CBD8B13E25E2A575F20C80419@exchange2.dtnet.de>
	<5C4B841CCF894A4CBD8B13E25E2A575F20CE975A@exchange2.dtnet.de>
Message-ID: <5209657A-CE5F-4AC1-A828-9859E0228853@mac.com>

Wow, thanks! It's next in Quere here.

Von meinem iPhone gesendet

> Am 14.01.2015 um 08:43 schrieb Daniel Schwager <Daniel.Schwager at dtnet.de>:
> 
> Hi all,
> 
>> thanks for this information - there's the fix - important
>> lines are "location" and "rewrite" - see (1).
> 
> I updated to rt 4.2.6 - now, the combination of rt / nginx / fastcgi / document-root '/rt' does not work again.
> 
> My goal is to map a RT with nginx to a URL like "http://www.domain.de:8080/rt" (instead of "http://www.domain.de:8080")
> 
> Tonight, I played around and found the following working setup:
> 
> /etc/nginx/conf.d/rt4.conf
> 
> server {
> 
>    listen       8080;
>    server_name  host.domain.de;
>    root /tmp;
> 
>    # /opt/rt4/etc/RT_SiteConfig.pm                                                                                                                                                                                                          
>    #   Set($WebDomain, "host.domain.de");                                                                                                                                                                                                   
>    #   Set($WebPort , 8080);                                                                                                                                                                                                                
>    #   Set($WebPath , "/rt");                                                                                                                                                                                                               
>    #   Set(@ReferrerWhitelist, qw(extranet.domain.de:443 host.domain.de:8080 ));                                                                                                                                                            
> 
>    #                                                                                                                                                                                                                                        
>    #                                                                                                                                                                                                                                        
>    #                                                                                                                                                                                                                                        
>    location  / {
> 
>        ### <original /etc/nginx/fastcgi_params - debian 7.x>                                                                                                                                                                                
>        # include         /etc/nginx/fastcgi_params;                                                                                                                                                                                         
>          fastcgi_param QUERY_STRING            $query_string;
>          fastcgi_param REQUEST_METHOD          $request_method;
>          fastcgi_param CONTENT_TYPE            $content_type;
>          fastcgi_param CONTENT_LENGTH          $content_length;
> 
>          fastcgi_param SCRIPT_FILENAME         $request_filename;
>          fastcgi_param SCRIPT_NAME             $fastcgi_script_name;
>          fastcgi_param REQUEST_URI             $request_uri;
>          fastcgi_param DOCUMENT_URI            $document_uri;
>          fastcgi_param DOCUMENT_ROOT           $document_root;
>          fastcgi_param SERVER_PROTOCOL         $server_protocol;
> 
>          fastcgi_param GATEWAY_INTERFACE       CGI/1.1;
>          fastcgi_param SERVER_SOFTWARE         nginx/$nginx_version;
> 
>          fastcgi_param REMOTE_ADDR             $remote_addr;
>          fastcgi_param REMOTE_PORT             $remote_port;
>          fastcgi_param SERVER_ADDR             $server_addr;
>          fastcgi_param SERVER_PORT             $server_port;
>          fastcgi_param SERVER_NAME             $server_name;
> 
>          fastcgi_param HTTPS                   $https;
> 
>          # PHP only, required if PHP was built with --enable-force-cgi-redirect                                                                                                                                                             
>          fastcgi_param REDIRECT_STATUS         200;
>        ### </original /etc/nginx/fastcgi_params>                                                                                                                                                                                            
> 
>        fastcgi_pass   unix:/opt/rt4/var/fastcgi.sock;
> 
>        fastcgi_param   SCRIPT_NAME "/rt";
>        fastcgi_param   PATH_INFO $uri;
> 
>     }
> 
> }
> 
> 
> rt-server.fcgi was called like this:
>    /opt/rt4/sbin/rt-server.fcgi --pidfile=/opt/rt4/var/fastcgi.pid --socket=/opt/rt4/var/fastcgi.sock 2> /dev/null
> 
> 
> Maybe, I can help other admins in the future not to spend that much time searching for a working solution.
> 
> regards
> Danny
> 
> 
> 
> 
> 


From rraineyjay at gmail.com  Wed Jan 14 04:48:13 2015
From: rraineyjay at gmail.com (Lorraine Johnson)
Date: Wed, 14 Jan 2015 09:48:13 +0000
Subject: [rt-users] problem in RT
In-Reply-To: <CAFdkmpuyOup0U7LkM2mKwmEyQdZLuxeVVJiXGzwDF8hZgn5F7g@mail.gmail.com>
References: <851644902.390721.1421157173151.JavaMail.yahoo@jws10666.mail.bf1.yahoo.com>
	<CAFdkmpuyOup0U7LkM2mKwmEyQdZLuxeVVJiXGzwDF8hZgn5F7g@mail.gmail.com>
Message-ID: <CAEQtMp4enLLYqc-Jfe6tmye7s+HvxGbcmE1oYA38P6123QH8qw@mail.gmail.com>

Hello,

I have this issue with my RT most often the RT looses connectivity the RT
database and when that happens I have to change the permission of the file
RT_SitecConfig.pm in the /opt/rt4/etc folder.
I want to fix that problem once and for all, please help

thanks for your attention

On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters <alex at peters.net> wrote:

> If I understand you correctly, you need to make your user "privileged."
> Unprivileged users are forced to use the Self Service area.
>
> I don't know what you mean by 'edit "username" to "user"'.  Are you trying
> to change the visible wording on the login page?
>
> On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh <sshguard at ymail.com>
> wrote:
>
>>
>> Hi
>> When I change the login page ( for example I want to edit "username" to
>> "user" ) I have a problem, when I want to login to RT with every device I
>> have redirected to selfservice automatically. Please help me that why this
>> happened?
>> Thanks for your attention.
>>
>>
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From atif.mehboob at eckoh.com  Wed Jan 14 05:05:47 2015
From: atif.mehboob at eckoh.com (Atif Mehboob)
Date: Wed, 14 Jan 2015 10:05:47 +0000
Subject: [rt-users] RT problem with validation
Message-ID: <70C024BFE448934EB725E2E63AA1AE474F29E617@UKTH007-EXCH.eckoh.com>

Hi All,

We are trying to use validation?  (?#Digits)^[\d.]+$  ?in RT 4.2.1. But this validation is not accepting 0 as a digit. It only accepts 1-9 as a digit. Is there any possible way to change the behaviour and make it to accept 0 as a digit?

Cheers,
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:imagefb1b2b.PNG at 0ea3c77b.479d8e17]<http://www.linkedin.com/company/eckoh-plc> [cid:imagebfc84c.PNG at c008d30f.45918e66] <http://twitter.com/Eckoh>

US Headquarters:
Eckoh, Inc.
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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.
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From alex at peters.net  Wed Jan 14 08:35:42 2015
From: alex at peters.net (Alex Peters)
Date: Wed, 14 Jan 2015 13:35:42 +0000
Subject: [rt-users] problem in RT
References: <851644902.390721.1421157173151.JavaMail.yahoo@jws10666.mail.bf1.yahoo.com>
	<CAFdkmpuyOup0U7LkM2mKwmEyQdZLuxeVVJiXGzwDF8hZgn5F7g@mail.gmail.com>
	<CAEQtMp4enLLYqc-Jfe6tmye7s+HvxGbcmE1oYA38P6123QH8qw@mail.gmail.com>
Message-ID: <CAFdkmpusQ6x9VxZQW2zeeEuLOmd97uwyYtc-P0FberQEFQX7QA@mail.gmail.com>

It sounds like something is repeatedly modifying the permission of your
RT_SiteConfig.pm file such that RT can't read it.  I don't think RT would
be doing that.  How often is this happening for you?  Are you performing
any particular steps before this occurs?

On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson <rraineyjay at gmail.com> wrote:

> Hello,
>
> I have this issue with my RT most often the RT looses connectivity the RT
> database and when that happens I have to change the permission of the file
> RT_SitecConfig.pm in the /opt/rt4/etc folder.
> I want to fix that problem once and for all, please help
>
> thanks for your attention
>
> On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters <alex at peters.net> wrote:
>
>> If I understand you correctly, you need to make your user "privileged."
>> Unprivileged users are forced to use the Self Service area.
>>
>> I don't know what you mean by 'edit "username" to "user"'.  Are you
>> trying to change the visible wording on the login page?
>>
>> On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh <sshguard at ymail.com>
>> wrote:
>>
>>>
>>> Hi
>>> When I change the login page ( for example I want to edit "username" to
>>> "user" ) I have a problem, when I want to login to RT with every device I
>>> have redirected to selfservice automatically. Please help me that why this
>>> happened?
>>> Thanks for your attention.
>>>
>>>
>
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From tackittj at reed.edu  Wed Jan 14 15:42:18 2015
From: tackittj at reed.edu (Josh Tackitt)
Date: Wed, 14 Jan 2015 12:42:18 -0800
Subject: [rt-users] Dashboard Layout?
Message-ID: <54B6D4AA.3090009@reed.edu>

Is it possible for an RT dashboard to display a saved search spanning 
both columns at the top with two saved search columns below?

Thanks,
Josh


From alex at peters.net  Wed Jan 14 17:40:48 2015
From: alex at peters.net (Alex Peters)
Date: Wed, 14 Jan 2015 22:40:48 +0000
Subject: [rt-users] problem in RT
References: <851644902.390721.1421157173151.JavaMail.yahoo@jws10666.mail.bf1.yahoo.com>
	<CAFdkmpuyOup0U7LkM2mKwmEyQdZLuxeVVJiXGzwDF8hZgn5F7g@mail.gmail.com>
	<CAEQtMp4enLLYqc-Jfe6tmye7s+HvxGbcmE1oYA38P6123QH8qw@mail.gmail.com>
	<CAFdkmpusQ6x9VxZQW2zeeEuLOmd97uwyYtc-P0FberQEFQX7QA@mail.gmail.com>
	<CAEQtMp5_8dx4iBQ8xeo4CqoyvNJbjbQU94bG59Ch0dUFKU=6DQ@mail.gmail.com>
Message-ID: <CAFdkmptTK+naktKW-a_gC5QwX5_LPtNfw5fg6WnzH-R1Fwn6Gw@mail.gmail.com>

To be clear, the UNIX permissions of that file are changing almost every
morning?

What are they changing to in order to cause RT to fail, and what are you
changing them back to?

On Thu, 15 Jan 2015 3:19 am Lorraine Johnson <rraineyjay at gmail.com> wrote:

> This happens mostly in the mornings when i go to the office, even before
> the day's work starts.
>
> On Wed, Jan 14, 2015 at 1:35 PM, Alex Peters <alex at peters.net> wrote:
>
>> It sounds like something is repeatedly modifying the permission of your
>> RT_SiteConfig.pm file such that RT can't read it.  I don't think RT would
>> be doing that.  How often is this happening for you?  Are you performing
>> any particular steps before this occurs?
>>
>> On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson <rraineyjay at gmail.com>
>> wrote:
>>
>>> Hello,
>>>
>>> I have this issue with my RT most often the RT looses connectivity the
>>> RT database and when that happens I have to change the permission of the
>>> file RT_SitecConfig.pm in the /opt/rt4/etc folder.
>>> I want to fix that problem once and for all, please help
>>>
>>> thanks for your attention
>>>
>>> On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters <alex at peters.net> wrote:
>>>
>>>> If I understand you correctly, you need to make your user
>>>> "privileged."  Unprivileged users are forced to use the Self Service area.
>>>>
>>>> I don't know what you mean by 'edit "username" to "user"'.  Are you
>>>> trying to change the visible wording on the login page?
>>>>
>>>> On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh <sshguard at ymail.com>
>>>> wrote:
>>>>
>>>>>
>>>>> Hi
>>>>> When I change the login page ( for example I want to edit "username"
>>>>> to "user" ) I have a problem, when I want to login to RT with every device
>>>>> I have redirected to selfservice automatically. Please help me that why
>>>>> this happened?
>>>>> Thanks for your attention.
>>>>>
>>>>>
>>>
>
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From falcone at bestpractical.com  Wed Jan 14 20:38:25 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 14 Jan 2015 20:38:25 -0500
Subject: [rt-users] RT problem with validation
In-Reply-To: <70C024BFE448934EB725E2E63AA1AE474F29E617@UKTH007-EXCH.eckoh.com>
References: <70C024BFE448934EB725E2E63AA1AE474F29E617@UKTH007-EXCH.eckoh.com>
Message-ID: <20150115013825.GA35451@jibsheet.com>

On Wed, Jan 14, 2015 at 10:05:47AM +0000, Atif Mehboob wrote:
> We are trying to use validation?  (?#Digits)^[\d.]+$  ?in RT 4.2.1. But this
> validation is not accepting 0 as a digit. It only accepts 1-9 as a digit. Is
> there any possible way to change the behaviour and make it to accept 0 as a
> digit?

This was fixed in RT 4.2.3 (along with a number of other custom field
validation bugs in later versions).

https://github.com/bestpractical/rt/commit/7df793efdbcdbd44552937ca31e7b50c40fd579d

There have been numerous other bugfixes in the year+ since 4.2.1
https://www.bestpractical.com/rt/release-notes.html

-kevin
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From rraineyjay at gmail.com  Thu Jan 15 05:43:51 2015
From: rraineyjay at gmail.com (Lorraine Johnson)
Date: Thu, 15 Jan 2015 10:43:51 +0000
Subject: [rt-users] problem in RT
In-Reply-To: <CAFdkmptTK+naktKW-a_gC5QwX5_LPtNfw5fg6WnzH-R1Fwn6Gw@mail.gmail.com>
References: <851644902.390721.1421157173151.JavaMail.yahoo@jws10666.mail.bf1.yahoo.com>
 <CAFdkmpuyOup0U7LkM2mKwmEyQdZLuxeVVJiXGzwDF8hZgn5F7g@mail.gmail.com>
 <CAEQtMp4enLLYqc-Jfe6tmye7s+HvxGbcmE1oYA38P6123QH8qw@mail.gmail.com>
 <CAFdkmpusQ6x9VxZQW2zeeEuLOmd97uwyYtc-P0FberQEFQX7QA@mail.gmail.com>
 <CAEQtMp5_8dx4iBQ8xeo4CqoyvNJbjbQU94bG59Ch0dUFKU=6DQ@mail.gmail.com>
 <CAFdkmptTK+naktKW-a_gC5QwX5_LPtNfw5fg6WnzH-R1Fwn6Gw@mail.gmail.com>
Message-ID: <CAEQtMp4FoR43FHFGuotsca=bn5Ey4UbR03oZdA+jUAw8NvAOeQ@mail.gmail.com>

I change the permissions to 775 then it's able to connect to db and work

thanks

On Wed, Jan 14, 2015 at 10:40 PM, Alex Peters <alex at peters.net> wrote:

> To be clear, the UNIX permissions of that file are changing almost every
> morning?
>
> What are they changing to in order to cause RT to fail, and what are you
> changing them back to?
>
> On Thu, 15 Jan 2015 3:19 am Lorraine Johnson <rraineyjay at gmail.com> wrote:
>
>> This happens mostly in the mornings when i go to the office, even before
>> the day's work starts.
>>
>> On Wed, Jan 14, 2015 at 1:35 PM, Alex Peters <alex at peters.net> wrote:
>>
>>> It sounds like something is repeatedly modifying the permission of your
>>> RT_SiteConfig.pm file such that RT can't read it.  I don't think RT would
>>> be doing that.  How often is this happening for you?  Are you performing
>>> any particular steps before this occurs?
>>>
>>> On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson <rraineyjay at gmail.com>
>>> wrote:
>>>
>>>> Hello,
>>>>
>>>> I have this issue with my RT most often the RT looses connectivity the
>>>> RT database and when that happens I have to change the permission of the
>>>> file RT_SitecConfig.pm in the /opt/rt4/etc folder.
>>>> I want to fix that problem once and for all, please help
>>>>
>>>> thanks for your attention
>>>>
>>>> On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters <alex at peters.net> wrote:
>>>>
>>>>> If I understand you correctly, you need to make your user
>>>>> "privileged."  Unprivileged users are forced to use the Self Service area.
>>>>>
>>>>> I don't know what you mean by 'edit "username" to "user"'.  Are you
>>>>> trying to change the visible wording on the login page?
>>>>>
>>>>> On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh <sshguard at ymail.com>
>>>>> wrote:
>>>>>
>>>>>>
>>>>>> Hi
>>>>>> When I change the login page ( for example I want to edit "username"
>>>>>> to "user" ) I have a problem, when I want to login to RT with every device
>>>>>> I have redirected to selfservice automatically. Please help me that why
>>>>>> this happened?
>>>>>> Thanks for your attention.
>>>>>>
>>>>>>
>>>>
>>
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From alex at peters.net  Thu Jan 15 05:51:18 2015
From: alex at peters.net (Alex Peters)
Date: Thu, 15 Jan 2015 10:51:18 +0000
Subject: [rt-users] problem in RT
References: <851644902.390721.1421157173151.JavaMail.yahoo@jws10666.mail.bf1.yahoo.com>
 <CAFdkmpuyOup0U7LkM2mKwmEyQdZLuxeVVJiXGzwDF8hZgn5F7g@mail.gmail.com>
 <CAEQtMp4enLLYqc-Jfe6tmye7s+HvxGbcmE1oYA38P6123QH8qw@mail.gmail.com>
 <CAFdkmpusQ6x9VxZQW2zeeEuLOmd97uwyYtc-P0FberQEFQX7QA@mail.gmail.com>
 <CAEQtMp5_8dx4iBQ8xeo4CqoyvNJbjbQU94bG59Ch0dUFKU=6DQ@mail.gmail.com>
 <CAFdkmptTK+naktKW-a_gC5QwX5_LPtNfw5fg6WnzH-R1Fwn6Gw@mail.gmail.com>
 <CAEQtMp4FoR43FHFGuotsca=bn5Ey4UbR03oZdA+jUAw8NvAOeQ@mail.gmail.com>
Message-ID: <CAFdkmpsfwxquAyC0RWf1=iz4NX=13NETYFha5o_vfFU2_rGHkw@mail.gmail.com>

What are you changing the permissions from?  What is the file's owning
user/group?

It sounds like something is repeatedly changing the permissions on this
file.  To my knowledge, RT doesn't do that.  Is someone else logging in and
doing it?  Do you have some sort of cron job or automated system
configuration toolkit running on the system (e.g. Puppet, Ansible, Chef,
Salt)?

What user does RT run as?  If you change ownership of this file to that
user,  you should  find that you don't need to keep resetting the
permissions to something overly generous.

Still, it would be good to understand what's actually repeatedly touching
your config file? especially if it's something automated, because that
would need correcting.

On Thu, 15 Jan 2015 9:43 pm Lorraine Johnson <rraineyjay at gmail.com> wrote:

> I change the permissions to 775 then it's able to connect to db and work
>
> thanks
>
> On Wed, Jan 14, 2015 at 10:40 PM, Alex Peters <alex at peters.net> wrote:
>
>> To be clear, the UNIX permissions of that file are changing almost every
>> morning?
>>
>> What are they changing to in order to cause RT to fail, and what are you
>> changing them back to?
>>
>> On Thu, 15 Jan 2015 3:19 am Lorraine Johnson <rraineyjay at gmail.com>
>> wrote:
>>
>>> This happens mostly in the mornings when i go to the office, even before
>>> the day's work starts.
>>>
>>> On Wed, Jan 14, 2015 at 1:35 PM, Alex Peters <alex at peters.net> wrote:
>>>
>>>> It sounds like something is repeatedly modifying the permission of your
>>>> RT_SiteConfig.pm file such that RT can't read it.  I don't think RT would
>>>> be doing that.  How often is this happening for you?  Are you performing
>>>> any particular steps before this occurs?
>>>>
>>>> On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson <rraineyjay at gmail.com>
>>>> wrote:
>>>>
>>>>> Hello,
>>>>>
>>>>> I have this issue with my RT most often the RT looses connectivity the
>>>>> RT database and when that happens I have to change the permission of the
>>>>> file RT_SitecConfig.pm in the /opt/rt4/etc folder.
>>>>> I want to fix that problem once and for all, please help
>>>>>
>>>>> thanks for your attention
>>>>>
>>>>> On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters <alex at peters.net> wrote:
>>>>>
>>>>>> If I understand you correctly, you need to make your user
>>>>>> "privileged."  Unprivileged users are forced to use the Self Service area.
>>>>>>
>>>>>> I don't know what you mean by 'edit "username" to "user"'.  Are you
>>>>>> trying to change the visible wording on the login page?
>>>>>>
>>>>>> On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh <sshguard at ymail.com>
>>>>>> wrote:
>>>>>>
>>>>>>>
>>>>>>> Hi
>>>>>>> When I change the login page ( for example I want to edit "username"
>>>>>>> to "user" ) I have a problem, when I want to login to RT with every device
>>>>>>> I have redirected to selfservice automatically. Please help me that why
>>>>>>> this happened?
>>>>>>> Thanks for your attention.
>>>>>>>
>>>>>>>
>>>>>
>>>
>
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From fluca1978 at infinito.it  Thu Jan 15 06:07:40 2015
From: fluca1978 at infinito.it (Luca Ferrari)
Date: Thu, 15 Jan 2015 12:07:40 +0100
Subject: [rt-users] a few trivial questions about tickets
Message-ID: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>

Hi all,
first of all I'm using rt just from a few weeks, and I find it great.
I come from 2+ years of redmine usage, so apologize me if the
questions are trivial, but I'm not able to find the right answer in
the documentation.

I've added a few custom fields to my ticket definition, for example
"git commit", but I'm able to see the custom fields only when creating
a ticket or editing in jumbo mode. I cannot see them for instance when
resolving a ticket (i.e., Action->Resolv), which for some of them
makes much more sense.
Therefore, taking "git commit" as an example, is there a way to tie
such field to appear only when a specific action is executed against a
ticket?

Moreover, is there any progress meter to attach to tickets or should I
define it as custom field?

Last question: is there a short way to place a named saved search in a
menu or on the dashboard so that I can launch it quickly without
having to go to Search->Tickets->New Search? What I'd like to do is
the quick switch between open tickets and all tickets to see also
resolved ones.

Thanks for the time.


From alex at peters.net  Thu Jan 15 06:20:50 2015
From: alex at peters.net (Alex Peters)
Date: Thu, 15 Jan 2015 22:20:50 +1100
Subject: [rt-users] a few trivial questions about tickets
In-Reply-To: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>
References: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>
Message-ID: <CAFdkmpvdnCdsbxhRW8rn89Zi8yq=XBGuBabRM+n93A=HjpZn6A@mail.gmail.com>

I believe that custom fields will appear on the comment/resolve page if
they are set up as "transaction" custom fields instead of "ticket" custom
fields.  I don't know whether this is suitable for your needs though.  Is
it acceptable in your case for one ticket to have multiple Git commit
values?  If not, this is probably not a solution for you.

I don't think that there are any settings to make custom fields display
conditionally depending on the specific action being taken, but you could
possibly write callbacks to achieve this.

Ticket progress can be tracked by setting "time estimated" (and/or "time
left") and updating "time worked" as progress is made.  If you explicitly
want to display a percentage, you'd probably need to create a custom field.

For me, when I've wanted to monitor progress of a ticket at a closer level
than just "not done yet" and "done," I've split the work into multiple
child tickets instead.  It's very easy to see from a parent ticket how many
child tickets still require completion, and then there's no need to
remember to manually update time worked/completion percentage values?if
three out of five child tickets are crossed out, the parent ticket is more
or less 60% done.

On 15 January 2015 at 22:07, Luca Ferrari <fluca1978 at infinito.it> wrote:

> Hi all,
> first of all I'm using rt just from a few weeks, and I find it great.
> I come from 2+ years of redmine usage, so apologize me if the
> questions are trivial, but I'm not able to find the right answer in
> the documentation.
>
> I've added a few custom fields to my ticket definition, for example
> "git commit", but I'm able to see the custom fields only when creating
> a ticket or editing in jumbo mode. I cannot see them for instance when
> resolving a ticket (i.e., Action->Resolv), which for some of them
> makes much more sense.
> Therefore, taking "git commit" as an example, is there a way to tie
> such field to appear only when a specific action is executed against a
> ticket?
>
> Moreover, is there any progress meter to attach to tickets or should I
> define it as custom field?
>
> Last question: is there a short way to place a named saved search in a
> menu or on the dashboard so that I can launch it quickly without
> having to go to Search->Tickets->New Search? What I'd like to do is
> the quick switch between open tickets and all tickets to see also
> resolved ones.
>
> Thanks for the time.
>
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From alex at peters.net  Thu Jan 15 06:22:22 2015
From: alex at peters.net (Alex Peters)
Date: Thu, 15 Jan 2015 22:22:22 +1100
Subject: [rt-users] a few trivial questions about tickets
In-Reply-To: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>
References: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>
Message-ID: <CAFdkmpuNNKrduzA7hEjY-P6ttabKqt7NHtYbLwkf9Rwb+yC2cg@mail.gmail.com>

To place a named saved search on the main page, go into your "RT at a
glance" settings by clicking the Edit link in the top right corner.  If
your user has the correct saved search privileges, you can simply add any
existing search to one of the columns.

On 15 January 2015 at 22:07, Luca Ferrari <fluca1978 at infinito.it> wrote:

> Hi all,
> first of all I'm using rt just from a few weeks, and I find it great.
> I come from 2+ years of redmine usage, so apologize me if the
> questions are trivial, but I'm not able to find the right answer in
> the documentation.
>
> I've added a few custom fields to my ticket definition, for example
> "git commit", but I'm able to see the custom fields only when creating
> a ticket or editing in jumbo mode. I cannot see them for instance when
> resolving a ticket (i.e., Action->Resolv), which for some of them
> makes much more sense.
> Therefore, taking "git commit" as an example, is there a way to tie
> such field to appear only when a specific action is executed against a
> ticket?
>
> Moreover, is there any progress meter to attach to tickets or should I
> define it as custom field?
>
> Last question: is there a short way to place a named saved search in a
> menu or on the dashboard so that I can launch it quickly without
> having to go to Search->Tickets->New Search? What I'd like to do is
> the quick switch between open tickets and all tickets to see also
> resolved ones.
>
> Thanks for the time.
>
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From cloos at netcologne.de  Thu Jan 15 07:43:06 2015
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 15 Jan 2015 13:43:06 +0100
Subject: [rt-users] a few trivial questions about tickets
In-Reply-To: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>
References: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>
Message-ID: <54B7B5DA.1030803@netcologne.de>

Am 15.01.2015 um 12:07 schrieb Luca Ferrari:
> I've added a few custom fields to my ticket definition, for example
> "git commit", but I'm able to see the custom fields only when creating
> a ticket or editing in jumbo mode. I cannot see them for instance when
> resolving a ticket (i.e., Action->Resolv), which for some of them
> makes much more sense.
> Therefore, taking "git commit" as an example, is there a way to tie
> such field to appear only when a specific action is executed against a
> ticket?

There is an extension for editing custom fields on reply and comment:
https://github.com/bestpractical/rt-extension-customfieldsonupdate

Chris


From cloos at netcologne.de  Thu Jan 15 07:43:06 2015
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 15 Jan 2015 13:43:06 +0100
Subject: [rt-users] a few trivial questions about tickets
In-Reply-To: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>
References: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>
Message-ID: <54B7B5DA.1030803@netcologne.de>

Am 15.01.2015 um 12:07 schrieb Luca Ferrari:
> I've added a few custom fields to my ticket definition, for example
> "git commit", but I'm able to see the custom fields only when creating
> a ticket or editing in jumbo mode. I cannot see them for instance when
> resolving a ticket (i.e., Action->Resolv), which for some of them
> makes much more sense.
> Therefore, taking "git commit" as an example, is there a way to tie
> such field to appear only when a specific action is executed against a
> ticket?

There is an extension for editing custom fields on reply and comment:
https://github.com/bestpractical/rt-extension-customfieldsonupdate

Chris



From iain.vowles at mcgill.ca  Thu Jan 15 08:47:26 2015
From: iain.vowles at mcgill.ca (Iain Vowles)
Date: Thu, 15 Jan 2015 13:47:26 +0000
Subject: [rt-users] Upgrade of RT
Message-ID: <5F5828F6DAE4524DB70457FEEE474233372FAA2B@exmbx2010-9.campus.MCGILL.CA>

Hi,

We are new to the whole RT upgrading game and would like to do the following:


?         A clean install the new RT 4.2.9 on a new server (server is already configured with the correct Apache (2.2.15), Perl (5.10.1), and MySQL (5.1.73))

?         Export the MySQL data from our old RT server - version 3.6.11

?         Import the data to the new 4.2.9 version

Can someone let us know how to go about this.

Many Thanks,

Iain Vowles


Iain Vowles | Senior Analyst, Information Services/ Analyst Senior, Services d'Information
Universit? McGill University | University Advancement / Avancement universitaire
1555, rue Peel, # 937 | Montr?al (Qu?bec) Canada H3A 3L8
T 514.398.8098 | C 514.443.0328 | E iain.vowles at mcgill.ca<mailto:iain.vowles at mcgill.ca>
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This message is confidential. If you are not the person to whom it is addressed, please alert us as soon as possible and delete it immediately. If you are not the correct addressee, any disclosure, copying or other distribution of this message is strictly prohibited. / Ce message est confidentiel. Si vous n'?tes pas la personne ? laquelle il est destin? veuillez nous en aviser le plus t?t possible et le d?truire imm?diatement. Si ce message ne vous est pas destin?, il vous est strictement interdit de divulguer, de copier ou de distribuer le contenu de ce message par quelque moyen que ce soit.

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From fluca1978 at infinito.it  Thu Jan 15 08:54:29 2015
From: fluca1978 at infinito.it (Luca Ferrari)
Date: Thu, 15 Jan 2015 14:54:29 +0100
Subject: [rt-users] a few trivial questions about tickets
In-Reply-To: <54B7B5DA.1030803@netcologne.de>
References: <CAKoxK+5ui-UjgkvNJat9nEFaHfA2DacBZya+OdHQc9HwmRad9Q@mail.gmail.com>
 <54B7B5DA.1030803@netcologne.de>
Message-ID: <CAKoxK+6KTH3C5RyfLo4508fP0-zqLw1YmV-NAr7hiSPdm7FzOQ@mail.gmail.com>

On Thu, Jan 15, 2015 at 1:43 PM, Christian Loos <cloos at netcologne.de> wrote:
> There is an extension for editing custom fields on reply and comment:
> https://github.com/bestpractical/rt-extension-customfieldsonupdate
>

Great! Installed and working.
Thanks,
Luca


From Daniel.Schwager at dtnet.de  Thu Jan 15 10:14:09 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Thu, 15 Jan 2015 15:14:09 +0000
Subject: [rt-users] Adding (by default) custom field to the simple search
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C091@exchange2.dtnet.de>

Hi,

I updated to 4.2.6 (from 3.8.8) in our lab - look fine. Now, I'm going to add some small customizations.

E.g. the simple Search (the search field in the web-ui on the top right) should also search for a custom field.
Therefore, I added an overlay /opt/rt4/local/lib/RT/Search/Simple_Local.pm with the content (1) - but it does not work.

It the file is parsed from RT, but the methods are not be called.

Is there something I missed ?

regards
Danny


(1) /opt/rt4/local/lib/RT/Search/Simple_Local.pm
# $_[0] is $self                                                                                                                                              
# $_[1] is escaped value without surrounding single quotes                                                                                                    
# $_[2] is a boolean of "was quoted by the user?"                                                                                                             
#       ensure this is false before you do smart matching like $_[1] eq "me"                                                                                  
# $_[3] is escaped subkey, if any (see HandleCf)                                                                                                              
sub HandleDefault   {
    $RT::Logger->debug("dts-HandleDefault");
    my $fts = RT->Config->Get('FullTextSearch');
    if ($fts->{Enable} and $fts->{Indexed}) {
        return default => "(Subject LIKE '$_[1]' OR Content LIKE '$_[1]' OR 'CF.{CF-Customer}' LIKE '$_[1]')";
    } else {
        return default => "(Subject LIKE '$_[1]' OR 'CF.{CF-Customer}' LIKE '$_[1]' )";
    }
}

sub HandleSubject   { 
   $RT::Logger->debug("dts-HandleSubject"); 
   return subject   => "(Subject LIKE '$_[1]' OR  'CF.{CF-Customer}' LIKE '$_[1]')"; 
}

1;



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From cloos at netcologne.de  Thu Jan 15 10:32:15 2015
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 15 Jan 2015 16:32:15 +0100
Subject: [rt-users] Adding (by default) custom field to the simple search
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C091@exchange2.dtnet.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C091@exchange2.dtnet.de>
Message-ID: <54B7DD7F.6070809@netcologne.de>

Hi,

add on top of the file this lines:

package RT::Search::Simple;
use strict;
use warnings;
no warnings 'redefine';

Chris

Am 15.01.2015 um 16:14 schrieb Daniel Schwager:
> Hi,
> 
> I updated to 4.2.6 (from 3.8.8) in our lab - look fine. Now, I'm going to add some small customizations.
> 
> E.g. the simple Search (the search field in the web-ui on the top right) should also search for a custom field.
> Therefore, I added an overlay /opt/rt4/local/lib/RT/Search/Simple_Local.pm with the content (1) - but it does not work.
> 
> It the file is parsed from RT, but the methods are not be called.
> 
> Is there something I missed ?
> 
> regards
> Danny
> 
> 
> (1) /opt/rt4/local/lib/RT/Search/Simple_Local.pm
> # $_[0] is $self                                                                                                                                              
> # $_[1] is escaped value without surrounding single quotes                                                                                                    
> # $_[2] is a boolean of "was quoted by the user?"                                                                                                             
> #       ensure this is false before you do smart matching like $_[1] eq "me"                                                                                  
> # $_[3] is escaped subkey, if any (see HandleCf)                                                                                                              
> sub HandleDefault   {
>     $RT::Logger->debug("dts-HandleDefault");
>     my $fts = RT->Config->Get('FullTextSearch');
>     if ($fts->{Enable} and $fts->{Indexed}) {
>         return default => "(Subject LIKE '$_[1]' OR Content LIKE '$_[1]' OR 'CF.{CF-Customer}' LIKE '$_[1]')";
>     } else {
>         return default => "(Subject LIKE '$_[1]' OR 'CF.{CF-Customer}' LIKE '$_[1]' )";
>     }
> }
> 
> sub HandleSubject   { 
>    $RT::Logger->debug("dts-HandleSubject"); 
>    return subject   => "(Subject LIKE '$_[1]' OR  'CF.{CF-Customer}' LIKE '$_[1]')"; 
> }
> 
> 1;
> 
> 
> 



From cloos at netcologne.de  Thu Jan 15 10:32:15 2015
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 15 Jan 2015 16:32:15 +0100
Subject: [rt-users] Adding (by default) custom field to the simple search
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C091@exchange2.dtnet.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C091@exchange2.dtnet.de>
Message-ID: <54B7DD7F.6070809@netcologne.de>

Hi,

add on top of the file this lines:

package RT::Search::Simple;
use strict;
use warnings;
no warnings 'redefine';

Chris

Am 15.01.2015 um 16:14 schrieb Daniel Schwager:
> Hi,
> 
> I updated to 4.2.6 (from 3.8.8) in our lab - look fine. Now, I'm going to add some small customizations.
> 
> E.g. the simple Search (the search field in the web-ui on the top right) should also search for a custom field.
> Therefore, I added an overlay /opt/rt4/local/lib/RT/Search/Simple_Local.pm with the content (1) - but it does not work.
> 
> It the file is parsed from RT, but the methods are not be called.
> 
> Is there something I missed ?
> 
> regards
> Danny
> 
> 
> (1) /opt/rt4/local/lib/RT/Search/Simple_Local.pm
> # $_[0] is $self                                                                                                                                              
> # $_[1] is escaped value without surrounding single quotes                                                                                                    
> # $_[2] is a boolean of "was quoted by the user?"                                                                                                             
> #       ensure this is false before you do smart matching like $_[1] eq "me"                                                                                  
> # $_[3] is escaped subkey, if any (see HandleCf)                                                                                                              
> sub HandleDefault   {
>     $RT::Logger->debug("dts-HandleDefault");
>     my $fts = RT->Config->Get('FullTextSearch');
>     if ($fts->{Enable} and $fts->{Indexed}) {
>         return default => "(Subject LIKE '$_[1]' OR Content LIKE '$_[1]' OR 'CF.{CF-Customer}' LIKE '$_[1]')";
>     } else {
>         return default => "(Subject LIKE '$_[1]' OR 'CF.{CF-Customer}' LIKE '$_[1]' )";
>     }
> }
> 
> sub HandleSubject   { 
>    $RT::Logger->debug("dts-HandleSubject"); 
>    return subject   => "(Subject LIKE '$_[1]' OR  'CF.{CF-Customer}' LIKE '$_[1]')"; 
> }
> 
> 1;
> 
> 
> 




From Daniel.Schwager at dtnet.de  Thu Jan 15 10:35:24 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Thu, 15 Jan 2015 15:35:24 +0000
Subject: [rt-users] Adding (by default) custom field to the simple search
In-Reply-To: <54B7DD7F.6070809@netcologne.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C091@exchange2.dtnet.de>
 <54B7DD7F.6070809@netcologne.de>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C15E@exchange2.dtnet.de>

Chris, thank you very much! Now, it work's like a charm!

Best regards
Danny

> -----Original Message-----
> From: Christian Loos [mailto:cloos at netcologne.de]
> Sent: Thursday, January 15, 2015 4:32 PM
> To: Daniel Schwager; 'rt-users at lists.bestpractical.com'
> Subject: Re: Adding (by default) custom field to the simple search
> 
> Hi,
> 
> add on top of the file this lines:
> 
> package RT::Search::Simple;
> use strict;
> use warnings;
> no warnings 'redefine';
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From Daniel.Schwager at dtnet.de  Thu Jan 15 11:15:36 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Thu, 15 Jan 2015 16:15:36 +0000
Subject: [rt-users] RT-Extension-RepeatTicket - find all tickets with
 "Recurrence" enabled?
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C27B@exchange2.dtnet.de>

Hi,

we installed the RT-Extension-RepeatTicket (1) which create recurring tickets - looks fine (-:

Is there a way to create a search-query to find all the enabled recurring tickets?

The docu (2) said only
	To help you find this initial ticket, which may have been resolved long
	ago, a custom field is created on each ticket
	in the recurrence with link called "Original Ticket."

In the code (3), I found an object
	$ticket->Attributes->Named('RepeatTicketSettings');

which has a member 
	$args{'repeat-enabled'}

telling me about the state.

I'm interesting in all enabled recurring tickets which will be able to create new childs by running bin/rt-repeat-ticket.

Is there a query or a 5-line-perl-code showing me this information

regards
Danny


(1) http://search.cpan.org/~alexmv/RT-Extension-RepeatTicket-1.00/
(2) http://cpansearch.perl.org/src/ALEXMV/RT-Extension-RepeatTicket-1.00/README
(3) http://cpansearch.perl.org/src/ALEXMV/RT-Extension-RepeatTicket-1.00/lib/RT/Extension/RepeatTicket.pm
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From vadud3 at gmail.com  Thu Jan 15 12:08:36 2015
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 15 Jan 2015 12:08:36 -0500
Subject: [rt-users] Due date does not change when back from stalled with
	a reply
In-Reply-To: <CAOHBbgXt+OrmYXkj2Xk-29QaijWg11KbwpTa0aF5uaGfbj_fnw@mail.gmail.com>
References: <CAOHBbgXcYSf9fjHC7OfJJQHKWTuDq+9aZJfYvpzp=Qw=AjYXgg@mail.gmail.com>
 <CAOHBbgXt+OrmYXkj2Xk-29QaijWg11KbwpTa0aF5uaGfbj_fnw@mail.gmail.com>
Message-ID: <CAOHBbgX=-8FhGGkSD8owodCOMMh76xUVRjZWa5-B6zr0JLKY4w@mail.gmail.com>

On Mon, Nov 17, 2014 at 11:41 AM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
>
> On Fri, Nov 14, 2014 at 2:10 PM, Asif Iqbal <vadud3 at gmail.com> 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.
>
>
I made some changes.

 Set(%ServiceAgreements,
    Default => '7d',
    QueueDefault => {
        'BrasHandover' => '10d',
        'HostHandover' => '10d',
        'IPHandover' => '10d',
'IPBB_Circuit-Handover' => '2hany',
    },
    Levels => {
        '10d' => {
              BusinessHours => 'work',
              Response => { BusinessMinutes => 60*12*10 },
              Resolve => { BusinessMinutes => 60*12*10 },
      KeepInLoop => { BusinessMinutes => 60*12*10, IgnoreOnStatuses =>
['stalled', 'rejected'] },
         },
        '2h' => {
              BusinessHours => 'work',
              Response => { BusinessMinutes => 60*2 },
              Resolve => { BusinessMinutes => 60*2 },
      KeepInLoop => { BusinessMinutes => 60*2, IgnoreOnStatuses =>
['stalled', 'rejected'] },
         },
        '2hany' => {
      StartImmediately => 1,
      Response    => { RealMinutes => 60*2 },
      Resolve    => { RealMinutes => 60*2 },
      KeepInLoop => { RealMinutes => 60*2, IgnoreOnStatuses => ['stalled',
'rejected'] },
         },
    },
);

So when someone from the group reject the ticket and the ticket
requestor replies to it, it does re-open the ticket, but the due date did
not change

This has been hurting our matrix for over 2 months since when we started
collecting data.
Any suggestion or hint on why due date not changing would be 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?
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From Daniel.Schwager at dtnet.de  Thu Jan 15 12:19:08 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Thu, 15 Jan 2015 17:19:08 +0000
Subject: [rt-users] Modify.html - custom fields in 2 or 3 columns?
 (EditCustomFieldsSingleColumn)
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C48E@exchange2.dtnet.de>

Hi,

we have many custom fields. Is it possible inside Modify.html to have more than one CF per row? 

In RT 4.2.6 html/Ticket/Modify.html shows all custom fields (grouped or not grouped) below each other.
Is there a way to have not only one custom field in each row but maybe 2 or 3 ?

I walk through the code - if I make the change (2), 2 columns appears in the Modify.html page. Is there may be a better way? I think my hack is not a good solutiion.

The config setting "EditCustomFieldsSingleColumn" has no effect in Modify.html? Tried to set it to 0,1,2 and 'undef'.

regards
Danny

(1) html/Elements/EditCustomFields:104 (RT 4.2.6) - adding "$AsTable=0;" (Called from html/Ticket/Modify.html)

  $CustomFields->GotoFirstItem;
+ $AsTable=0;
  $AsTable ||= $InTable;
  my $FIELD = $AsTable ? 'tr' : 'div';
  my $CELL  = $AsTable ? 'td' : 'div';
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From hescobar at afslc.com  Thu Jan 15 13:40:30 2015
From: hescobar at afslc.com (Hugo Escobar)
Date: Thu, 15 Jan 2015 13:40:30 -0500
Subject: [rt-users] user rights affecting custom fields access via REST
	requests
Message-ID: <CAA5FCo2ooahjavPh0att=uXkTbB7p=VTU8ZwqTRdA917g0uRFw@mail.gmail.com>

Hi there,

Our RT instances have this basic conf:
RT 4.2.9, CentOS 6.6, mysql  Ver 14.14 Distrib 5.6.22, for Linux (x86_64)

We are trying to restrict rights as much as possible for "external" users
(those having access
to RT via a custom web application.)

In terms of group rights, this is what we would like to have:
1. Everyone    -> CreateTicket + ReplyToTicket
2. Privileged   -> None (empty)
3. Requestors -> CreateTicket + ReplyToTicket + SeeCustomField + ShowTicket
+ ModifyCustomField + ModifyTicket

However, these conf especially Privileged->None seems to be blocking access
to custom
fields.

Doing a little research I found this:
http://requesttracker.8502.n7.nabble.com/REST-API-and-WebExternal-Auth-td52611.html

"""
Is the user who is logging in via REST marked as Privileged in the
admin UI?  If not, they don't have access.  You'll either need to
allow Unprivileged users access in the config or mark your users
Privileged.
"""

So, after marking external users as privileged I found that the
configuration shown above
still doesn't work, only after setting Privileged->SeeCustomField +
ModifyCustomField

Shouldn't the fact that users are 'Requestor' be enough to let them
read/write custom fields?
-- 
Regards,

Hugo Escobar

 <http://www.associationfinancialservices.com/>

4770 Biscayne Blvd, Ste 700
Miami, FL 33137

main: 305.677.0022
support: 305.921.4620
email: hescobar at afslc.com

Follow us on Facebook and Linked-In
 <http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
   <http://www.linkedin.com/companies/1006276>

NOTICE: This email and any attachment to this email may contain
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not review, retransmit, convert to hard copy, photocopy, use or disseminate
this email or any attachments to it. If you have received this email in
error, please notify us immediately by return email and delete this
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From mrojas at tekprovider.net  Thu Jan 15 14:16:32 2015
From: mrojas at tekprovider.net (Marisol Rojas)
Date: Thu, 15 Jan 2015 13:16:32 -0600
Subject: [rt-users] Interface customization of a new case (Ticket
	create.html)
Message-ID: <001d01d030f7$c5fe7f30$51fb7d90$@tekprovider.net>

Hi

Good Day, I am writing because we are testing with RT to begin to implement
it in the company, but we are looking at the possibility of using code to
change the arrangement of the interface discharge of a new case. According
have identified the file to modify is located in the Ticket / create.html,
which we have made changes to the text, but to save the file or overwrite
the file and enter the RT implementing the modifications made are not
displayed.

So what we want to see if they can guide us in how is the proper way to make
changes to the code and see it reflected in the web interface of RT, and if
there is any way to bind options for a custom field with a field other than
custom and preset at RT.

In advance thank you, we wait for your reply.

Greetings !!

 

 

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From marcus.ramberg at usit.uio.no  Thu Jan 15 15:28:41 2015
From: marcus.ramberg at usit.uio.no (Marcus Ramberg)
Date: Thu, 15 Jan 2015 20:28:41 +0000
Subject: [rt-users] Limiting rt-serializer
Message-ID: <7F17C306-4E8D-4556-B41D-90656443DEEE@mail.uio.no>

Hi.

We have two RT instances, and I'm now trying to migrate some of the queues  from the largest instance to the other. We have a rather big database, so serializing the entire database is a non-trivial effort. Is it possible to
limit rt-serializer to a single queue or to a set of queues?

With regards,
Marcus Ramberg
W3D, USIT, UiO


Best,
Marcus @ w3d - usit.uio.no<http://usit.uio.no>

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From m_orallo at yahoo.es  Thu Jan 15 16:18:25 2015
From: m_orallo at yahoo.es (Marcos Orallo)
Date: Thu, 15 Jan 2015 22:18:25 +0100
Subject: [rt-users] Interface customization of a new case (Ticket
	create.html)
In-Reply-To: <001d01d030f7$c5fe7f30$51fb7d90$@tekprovider.net>
References: <001d01d030f7$c5fe7f30$51fb7d90$@tekprovider.net>
Message-ID: <CANJKhMeh-O6ah9eN+BhykRw4_V_Uc+Y3uyC=tdNunAinO1-cbw@mail.gmail.com>

Hi Marisol,

It sounds like you didn't delete the Mason cache, usually in
/opt/rt4/var/mason_data/obj.
You can follow the instructions here:
http://requesttracker.wikia.com/wiki/CleanMasonCache

Also, to prevent your changes to be overwritten by RT updates in the
future, you would probably want to implement your changes as a local file.
You have to copy *Create.html* from /opt/rt4/share/html/Ticket/ to /opt/rt4/
*local*/share/html/Ticket/
RT will always load the local files instead of the default ones. More info
here: http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir

Regards,
Marcos.

2015-01-15 20:16 GMT+01:00 Marisol Rojas <mrojas at tekprovider.net>:

> Hi
>
> Good Day, I am writing because we are testing with RT to begin to implement
> it in the company, but we are looking at the possibility of using code to
> change the arrangement of the interface discharge of a new case. According have
> identified the file to modify is located in the Ticket / create.html,
> which we have made changes to the text, but to save the file or overwrite the
> file and enter the RT implementing the modifications made are not
> displayed.
>
> So what we want to see if they can guide us in how is the proper way to
> make changes to the code and see it reflected in the web interface of RT,
> and if there is any way to bind options for a custom field with a field other
> than custom and preset at RT.
>
> In advance thank you, we wait for your reply.
>
> Greetings !!
>
>
>
>
>
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From alex at peters.net  Thu Jan 15 17:16:21 2015
From: alex at peters.net (Alex Peters)
Date: Thu, 15 Jan 2015 22:16:21 +0000
Subject: [rt-users] Upgrade of RT
References: <5F5828F6DAE4524DB70457FEEE474233372FAA2B@exmbx2010-9.campus.MCGILL.CA>
Message-ID: <CAFdkmpsW8BtjjAA7=nu+08Ys9L5t-v+G4TdUrNSp6ZRXqmkouQ@mail.gmail.com>

Perform a mysqldump of the old database, and import it into a new location
as is.

Follow the instructions included with RT for a new installation, ignoring
the database steps.

Add the new database connection details to your new installation's
RT_SiteConfig.pm file (ensuring that the $DatabaseAdmin value is set
appropriately).

Run sbin/rt-setup-database from the root of the new RT installation with
the appropriate options (including "--action upgrade").  See "--help".

When I upgrade, I tend to follow the steps above rather than upgrading in
place like RT's instructions suggest.

On Fri, 16 Jan 2015 12:53 am Iain Vowles <iain.vowles at mcgill.ca> wrote:

>  Hi,
>
>
>
> We are new to the whole RT upgrading game and would like to do the
> following:
>
>
>
> ?         A clean install the new RT 4.2.9 on a new server (server is
> already configured with the correct Apache (2.2.15), Perl (5.10.1), and
> MySQL (5.1.73))
>
> ?         Export the MySQL data from our old RT server - version 3.6.11
>
> ?         Import the data to the new 4.2.9 version
>
>
>
> Can someone let us know how to go about this.
>
>
>
> Many Thanks,
>
>
>
> Iain Vowles
>
>
>
>
>
> *Iain Vowles* | Senior Analyst, Information Services/ Analyst Senior,
> Services d?Information
>
> *Universit? McGill University* | University Advancement / Avancement
> universitaire
> 1555, rue Peel, # 937 | Montr?al (Qu?bec) Canada H3A 3L8
> *T* 514.398.8098 | *C* 514.443.0328 | *E* *iain.vowles at mcgill.ca
> <iain.vowles at mcgill.ca>*
> *McGill* <http://www.mcgill.ca> | *AOC* <http://aoc.mcgill.ca/> |
> *Facebook* <https://www.facebook.com/McGillUniversityAlumni> | *Twitter*
> <http://twitter.com/McGillAlumni> | *LinkedIn*
> <http://www.linkedin.com/groups?home=&gid=49847&trk=anet_ug_hm> | *Give
> now / Faire un don*
> <https://www.alumni.mcgill.ca/aoc/online-giving/step1.php?new=1>
>  <https://www.alumni.mcgill.ca/aoc/online-giving/step1.php?new=1>
> *This message is confidential.* *If you are not the person to whom it is
> addressed, please alert us as soon as possible and delete it immediately.
> If you are not the correct addressee, any disclosure, copying or other
> distribution of this message is strictly prohibited.* */ Ce message est
> confidentiel.* *Si vous n??tes pas la personne ? laquelle il est destin?
> veuillez nous en aviser le plus t?t possible et le d?truire imm?diatement.
> Si ce message ne vous est pas destin?, il vous est strictement interdit de
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>
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From borepstein at gmail.com  Thu Jan 15 22:27:27 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Thu, 15 Jan 2015 22:27:27 -0500
Subject: [rt-users] setting a password for a user
Message-ID: <CADeF1XGiiv=2g_XWAqv9de8O0ACaZp2zRs4MtV1zjbpwrtAwOg@mail.gmail.com>

Hello all,

I am a user who has administrative privileges within my RT installation.
That is usually enough but now an situation has come up that I need to
alter an RT password for a user and it has turned out that I need to do
that but can't - at least not easily.

Here is a discussion I found on the topic:

http://www.gossamer-threads.com/lists/rt/users/99177

So it looks like I need to either create/activate user "root" and create a
password for that user (not sure exactly how to do that) or I need to
change my own password - why should I?

At any rate, any insight into what the logic is behind things being this
way would be very helpful. Same for practical advice on how to set things
up in such a way that admin users can modify other users' passwords by
default though the web GUI.

Thanks in advance.

Cheers,

Boris.
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From alex at peters.net  Thu Jan 15 23:34:44 2015
From: alex at peters.net (Alex Peters)
Date: Fri, 16 Jan 2015 15:34:44 +1100
Subject: [rt-users] setting a password for a user
In-Reply-To: <CADeF1XGiiv=2g_XWAqv9de8O0ACaZp2zRs4MtV1zjbpwrtAwOg@mail.gmail.com>
References: <CADeF1XGiiv=2g_XWAqv9de8O0ACaZp2zRs4MtV1zjbpwrtAwOg@mail.gmail.com>
Message-ID: <CAFdkmps+VvZgWtFe3URfyz-Hh3_Pww3ZpQbdsKrzh49WdYLDWQ@mail.gmail.com>

The discussion thread you've linked to concerns LDAP, and doesn't seem
relevant to your case.

If you have the correct privileges (which you seem to), the Modify screen
for another user will have three password boxes: the top one for you to
confirm your password, and the bottom two to actually change the user's
password.  I assume that the requirement to enter your own password at this
stage is for added security, i.e. to prevent someone else using your
logged-in account to gain access to other people's accounts.

Does this resolve things?

On 16 January 2015 at 14:27, Boris Epstein <borepstein at gmail.com> wrote:

> Hello all,
>
> I am a user who has administrative privileges within my RT installation.
> That is usually enough but now an situation has come up that I need to
> alter an RT password for a user and it has turned out that I need to do
> that but can't - at least not easily.
>
> Here is a discussion I found on the topic:
>
> http://www.gossamer-threads.com/lists/rt/users/99177
>
> So it looks like I need to either create/activate user "root" and create a
> password for that user (not sure exactly how to do that) or I need to
> change my own password - why should I?
>
> At any rate, any insight into what the logic is behind things being this
> way would be very helpful. Same for practical advice on how to set things
> up in such a way that admin users can modify other users' passwords by
> default though the web GUI.
>
> Thanks in advance.
>
> Cheers,
>
> Boris.
>
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From vinzenz.sinapius at tracetronic.de  Fri Jan 16 08:49:05 2015
From: vinzenz.sinapius at tracetronic.de (vinz)
Date: Fri, 16 Jan 2015 06:49:05 -0700 (MST)
Subject: [rt-users] RT eats table-tags in html-emails
Message-ID: <1421416145025-59339.post@n7.nabble.com>

RT is pruning the table, td and tr -tags from emails when you look at them at
the Ticket/Display.html -page, is there a way to stop RT from doing this?

I tried enabling Rich text (HTML) in my preferences and looked at
\share\html\Elements\ShowMessageStanza but I'm just a beginner when it comes
to perl.

I'm currently on RT 4.2.6 and use apache, mod_fcgi and nginx as a reverse
proxy.

Thanks in advance,
vinz



--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-eats-table-tags-in-html-emails-tp59339.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From ktm at rice.edu  Fri Jan 16 09:10:53 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 16 Jan 2015 08:10:53 -0600
Subject: [rt-users] RT eats table-tags in html-emails
In-Reply-To: <1421416145025-59339.post@n7.nabble.com>
References: <1421416145025-59339.post@n7.nabble.com>
Message-ID: <20150116141053.GC5510@aart.rice.edu>

On Fri, Jan 16, 2015 at 06:49:05AM -0700, vinz wrote:
> RT is pruning the table, td and tr -tags from emails when you look at them at
> the Ticket/Display.html -page, is there a way to stop RT from doing this?
> 
> I tried enabling Rich text (HTML) in my preferences and looked at
> \share\html\Elements\ShowMessageStanza but I'm just a beginner when it comes
> to perl.
> 
> I'm currently on RT 4.2.6 and use apache, mod_fcgi and nginx as a reverse
> proxy.
> 
> Thanks in advance,
> vinz
> 
Hi Vinz,

You need to adjust the allowed tags in the HTML::Scrubber object by adding a
Web_Local.pm:

https://www.bestpractical.com/docs/rt/4.2/RT/Interface/Web.html

Here is what I am using because I wanted to allow the tables to have colors:

----------------
package HTML::Mason::Commands;
# Let tables through
push @SCRUBBER_ALLOWED_TAGS, qw(TABLE THEAD TBODY TFOOT TR TD TH);
# Allow bgcolor to be set
$SCRUBBER_ALLOWED_ATTRIBUTES{bgcolor} = '^\s*\#[a-fA-F0-9]{3,6}\s*';
1;
----------------

Make sure to set the option in your RT_SiteConfig.pm

Set($TrustHTMLAttachments, 1);

I think that is all I needed to do. Then restart after clearing your Mason
cache.

Regards,
Ken


From guadagnino.cristiano at creval.it  Fri Jan 16 09:23:44 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Fri, 16 Jan 2015 14:23:44 +0000
Subject: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?
Message-ID: <54B91EE2.6060605@creval.it>

Hi all,
is there an extension like RT-Extension-QueueDeactivatedScrips but 
working with RT 4.2?

What the extension does is allowing an administrator to selectively 
deactivate global scrips for a queue.

thank you in advance.

Bye
Cris

From tbrumm at mac.com  Fri Jan 16 09:30:23 2015
From: tbrumm at mac.com (Torsten Brumm)
Date: Fri, 16 Jan 2015 15:30:23 +0100
Subject: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?
In-Reply-To: <54B91EE2.6060605@creval.it>
References: <54B91EE2.6060605@creval.it>
Message-ID: <0898D971-695C-4F27-BA96-F87A65F38654@mac.com>

RT 4.2 Gas a similar mechanism.

Von meinem iPhone gesendet

> Am 16.01.2015 um 15:23 schrieb Guadagnino Cristiano <guadagnino.cristiano at creval.it>:
> 
> Hi all,
> is there an extension like RT-Extension-QueueDeactivatedScrips but 
> working with RT 4.2?
> 
> What the extension does is allowing an administrator to selectively 
> deactivate global scrips for a queue.
> 
> thank you in advance.
> 
> Bye
> Cris


From borepstein at gmail.com  Fri Jan 16 09:34:35 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Fri, 16 Jan 2015 09:34:35 -0500
Subject: [rt-users] setting a password for a user
In-Reply-To: <CAFdkmps+VvZgWtFe3URfyz-Hh3_Pww3ZpQbdsKrzh49WdYLDWQ@mail.gmail.com>
References: <CADeF1XGiiv=2g_XWAqv9de8O0ACaZp2zRs4MtV1zjbpwrtAwOg@mail.gmail.com>
 <CAFdkmps+VvZgWtFe3URfyz-Hh3_Pww3ZpQbdsKrzh49WdYLDWQ@mail.gmail.com>
Message-ID: <CADeF1XErL-8bM6+3opVnogm16Hcn_JjEZqFKNmx02+C-D2wgeg@mail.gmail.com>

Hi Alex,

Thanks for the reply.

We actually do import passwords from LDAP for users that are in LDAP. But
is it possible to also have users who are not in LDAP - and be able to
change their passwords? I am sorry, I must be missing something but I still
don't quite see the logic of the arrangement in place.

Cheers,

Boris.


On Thu, Jan 15, 2015 at 11:34 PM, Alex Peters <alex at peters.net> wrote:

> The discussion thread you've linked to concerns LDAP, and doesn't seem
> relevant to your case.
>
> If you have the correct privileges (which you seem to), the Modify screen
> for another user will have three password boxes: the top one for you to
> confirm your password, and the bottom two to actually change the user's
> password.  I assume that the requirement to enter your own password at this
> stage is for added security, i.e. to prevent someone else using your
> logged-in account to gain access to other people's accounts.
>
> Does this resolve things?
>
> On 16 January 2015 at 14:27, Boris Epstein <borepstein at gmail.com> wrote:
>
>> Hello all,
>>
>> I am a user who has administrative privileges within my RT installation.
>> That is usually enough but now an situation has come up that I need to
>> alter an RT password for a user and it has turned out that I need to do
>> that but can't - at least not easily.
>>
>> Here is a discussion I found on the topic:
>>
>> http://www.gossamer-threads.com/lists/rt/users/99177
>>
>> So it looks like I need to either create/activate user "root" and create
>> a password for that user (not sure exactly how to do that) or I need to
>> change my own password - why should I?
>>
>> At any rate, any insight into what the logic is behind things being this
>> way would be very helpful. Same for practical advice on how to set things
>> up in such a way that admin users can modify other users' passwords by
>> default though the web GUI.
>>
>> Thanks in advance.
>>
>> Cheers,
>>
>> Boris.
>>
>
>
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From mrojas at tekprovider.net  Fri Jan 16 12:38:50 2015
From: mrojas at tekprovider.net (Marisol Rojas)
Date: Fri, 16 Jan 2015 11:38:50 -0600
Subject: [rt-users] call and display custom field in create.html Ticket
Message-ID: <003501d031b3$4a92dc30$dfb89490$@tekprovider.net>

call and display custom field in create.html Ticket

hi

I write because I could not give in and you can call and display ticket
interface only one of the custom fields are generated and to display them in
different locations interface creating a new ticket.

As it directly shows all the fields together and displays them all at once.

% $m->callback( CallbackName => 'AfterBasics', QueueObj => $QueueObj,
ARGSRef => \%ARGS );

 

<& /Elements/EditCustomFieldCustomGroupings,

    %ARGS,

    Object => $ticket,

    CustomFieldGenerator => sub { $QueueObj->TicketCustomFields },

    KeepValue => 1,

&>


Can you help me to know how to make the call and display manually one by one
?.

Thanks in advance, greetings !!

 

 

 

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From gentgeen at wikiak.org  Fri Jan 16 13:51:46 2015
From: gentgeen at wikiak.org (Kevin Squire)
Date: Fri, 16 Jan 2015 13:51:46 -0500
Subject: [rt-users] Adding accesskey for "next" and "previous"
Message-ID: <CAHBx-12kNU2rWWOCp86sEjecptghBz1BDFSuEBZthxYF+nvbWQ@mail.gmail.com>

We recently upgraded to 4.0 ... and although I really like the new layout,
the move to dropdowns for "next" and "previous" has turned out to be a
little annoying - particularly when trying to get through a number of
tickets.

Example:  Search for tickets, open first ticket - do some work, then you
want to go to the 'next' one -- you have to hover over tickets, go down to
"next" ...

I am wondering if / where the code is generated for these "next" and
"previous" links.  I can't seem to find them and would love to add a "p"
and "n" accesskey for those two links?


-- 
http://www.wikiak.org

#############################################################
 Associate yourself with men of good quality if you esteem
 your own reputation; for 'tis better to be alone then in bad
 company.        - George Washington, Rules of Civility
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From borepstein at gmail.com  Fri Jan 16 14:56:42 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Fri, 16 Jan 2015 14:56:42 -0500
Subject: [rt-users] setting a password for a user
In-Reply-To: <CADeF1XErL-8bM6+3opVnogm16Hcn_JjEZqFKNmx02+C-D2wgeg@mail.gmail.com>
References: <CADeF1XGiiv=2g_XWAqv9de8O0ACaZp2zRs4MtV1zjbpwrtAwOg@mail.gmail.com>
 <CAFdkmps+VvZgWtFe3URfyz-Hh3_Pww3ZpQbdsKrzh49WdYLDWQ@mail.gmail.com>
 <CADeF1XErL-8bM6+3opVnogm16Hcn_JjEZqFKNmx02+C-D2wgeg@mail.gmail.com>
Message-ID: <CADeF1XHwHcYRzBycuQNVcNdBATx5ixqm0m_nXKSNm3XVvEX5_w@mail.gmail.com>

Alex,

I finally resolved the issue by setting up the password for use root using
this command:

perl -I/opt/rt4/local/lib -I/opt/rt4/lib \
    -MRT -MRT::User \
    -e'RT::LoadConfig();RT::Init(); my $u = RT::User->new($RT::SystemUser);
$u->Load("root"); $u->SetPassword("secret")'

borrowed from here: http://requesttracker.wikia.com/wiki/RecoverRootPassword

and then logging in as root. As soon as I did I saw the tabs for password
entry and was able to set a password for the user in question.

I guess the question still remains, what is the rational behind me being
unable to do so just as a user with admin privileges.

Thanks.

Boris.

On Fri, Jan 16, 2015 at 9:34 AM, Boris Epstein <borepstein at gmail.com> wrote:

> Hi Alex,
>
> Thanks for the reply.
>
> We actually do import passwords from LDAP for users that are in LDAP. But
> is it possible to also have users who are not in LDAP - and be able to
> change their passwords? I am sorry, I must be missing something but I still
> don't quite see the logic of the arrangement in place.
>
> Cheers,
>
> Boris.
>
>
> On Thu, Jan 15, 2015 at 11:34 PM, Alex Peters <alex at peters.net> wrote:
>
>> The discussion thread you've linked to concerns LDAP, and doesn't seem
>> relevant to your case.
>>
>> If you have the correct privileges (which you seem to), the Modify screen
>> for another user will have three password boxes: the top one for you to
>> confirm your password, and the bottom two to actually change the user's
>> password.  I assume that the requirement to enter your own password at this
>> stage is for added security, i.e. to prevent someone else using your
>> logged-in account to gain access to other people's accounts.
>>
>> Does this resolve things?
>>
>> On 16 January 2015 at 14:27, Boris Epstein <borepstein at gmail.com> wrote:
>>
>>> Hello all,
>>>
>>> I am a user who has administrative privileges within my RT installation.
>>> That is usually enough but now an situation has come up that I need to
>>> alter an RT password for a user and it has turned out that I need to do
>>> that but can't - at least not easily.
>>>
>>> Here is a discussion I found on the topic:
>>>
>>> http://www.gossamer-threads.com/lists/rt/users/99177
>>>
>>> So it looks like I need to either create/activate user "root" and create
>>> a password for that user (not sure exactly how to do that) or I need to
>>> change my own password - why should I?
>>>
>>> At any rate, any insight into what the logic is behind things being this
>>> way would be very helpful. Same for practical advice on how to set things
>>> up in such a way that admin users can modify other users' passwords by
>>> default though the web GUI.
>>>
>>> Thanks in advance.
>>>
>>> Cheers,
>>>
>>> Boris.
>>>
>>
>>
>
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From alex at peters.net  Fri Jan 16 19:09:38 2015
From: alex at peters.net (Alex Peters)
Date: Sat, 17 Jan 2015 00:09:38 +0000
Subject: [rt-users] RT eats table-tags in html-emails
References: <1421416145025-59339.post@n7.nabble.com>
 <20150116141053.GC5510@aart.rice.edu>
Message-ID: <CAFdkmpv=CTOBXUCYYfEsk3=4qpurc44=5YemQ2VwbLqm+Zd+hA@mail.gmail.com>

Another solution in recent versions of RT is to install the HTML::Gumbo
module from CPAN, which should automatically enable correct display of all
HTML in tickets without any coding.

On Sat, 17 Jan 2015 1:11 am ktm at rice.edu <ktm at rice.edu> wrote:

> On Fri, Jan 16, 2015 at 06:49:05AM -0700, vinz wrote:
> > RT is pruning the table, td and tr -tags from emails when you look at
> them at
> > the Ticket/Display.html -page, is there a way to stop RT from doing this?
> >
> > I tried enabling Rich text (HTML) in my preferences and looked at
> > \share\html\Elements\ShowMessageStanza but I'm just a beginner when it
> comes
> > to perl.
> >
> > I'm currently on RT 4.2.6 and use apache, mod_fcgi and nginx as a reverse
> > proxy.
> >
> > Thanks in advance,
> > vinz
> >
> Hi Vinz,
>
> You need to adjust the allowed tags in the HTML::Scrubber object by adding
> a
> Web_Local.pm:
>
> https://www.bestpractical.com/docs/rt/4.2/RT/Interface/Web.html
>
> Here is what I am using because I wanted to allow the tables to have
> colors:
>
> ----------------
> package HTML::Mason::Commands;
> # Let tables through
> push @SCRUBBER_ALLOWED_TAGS, qw(TABLE THEAD TBODY TFOOT TR TD TH);
> # Allow bgcolor to be set
> $SCRUBBER_ALLOWED_ATTRIBUTES{bgcolor} = '^\s*\#[a-fA-F0-9]{3,6}\s*';
> 1;
> ----------------
>
> Make sure to set the option in your RT_SiteConfig.pm
>
> Set($TrustHTMLAttachments, 1);
>
> I think that is all I needed to do. Then restart after clearing your Mason
> cache.
>
> Regards,
> Ken
>
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From alex at peters.net  Fri Jan 16 19:16:48 2015
From: alex at peters.net (Alex Peters)
Date: Sat, 17 Jan 2015 00:16:48 +0000
Subject: [rt-users] setting a password for a user
References: <CADeF1XGiiv=2g_XWAqv9de8O0ACaZp2zRs4MtV1zjbpwrtAwOg@mail.gmail.com>
 <CAFdkmps+VvZgWtFe3URfyz-Hh3_Pww3ZpQbdsKrzh49WdYLDWQ@mail.gmail.com>
 <CADeF1XErL-8bM6+3opVnogm16Hcn_JjEZqFKNmx02+C-D2wgeg@mail.gmail.com>
 <CADeF1XHwHcYRzBycuQNVcNdBATx5ixqm0m_nXKSNm3XVvEX5_w@mail.gmail.com>
Message-ID: <CAFdkmpu3xEXDq_8Z-Q1Y6SuYDvc5aRf71zxgfdv8tWz-gQtvUQ@mail.gmail.com>

When you say in your original message that you seem to be required to
change your own password in order to change someone else's, can you please
describe what is being shown to you in RT's interface at that point?

I'm still expecting that you're being shown three password entry boxes on
users' Modify pages when you're logged in.  One should be asking for your
password, and the other two should be asking for that user's new password.
What's being shown to you if that's incorrect?

On Sat, 17 Jan 2015 6:56 am Boris Epstein <borepstein at gmail.com> wrote:

> Alex,
>
> I finally resolved the issue by setting up the password for use root using
> this command:
>
> perl -I/opt/rt4/local/lib -I/opt/rt4/lib \
>     -MRT -MRT::User \
>     -e'RT::LoadConfig();RT::Init(); my $u =
> RT::User->new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")'
>
> borrowed from here:
> http://requesttracker.wikia.com/wiki/RecoverRootPassword
>
> and then logging in as root. As soon as I did I saw the tabs for password
> entry and was able to set a password for the user in question.
>
> I guess the question still remains, what is the rational behind me being
> unable to do so just as a user with admin privileges.
>
> Thanks.
>
> Boris.
>
> On Fri, Jan 16, 2015 at 9:34 AM, Boris Epstein <borepstein at gmail.com>
> wrote:
>
>> Hi Alex,
>>
>> Thanks for the reply.
>>
>> We actually do import passwords from LDAP for users that are in LDAP. But
>> is it possible to also have users who are not in LDAP - and be able to
>> change their passwords? I am sorry, I must be missing something but I still
>> don't quite see the logic of the arrangement in place.
>>
>> Cheers,
>>
>> Boris.
>>
>>
>> On Thu, Jan 15, 2015 at 11:34 PM, Alex Peters <alex at peters.net> wrote:
>>
>>> The discussion thread you've linked to concerns LDAP, and doesn't seem
>>> relevant to your case.
>>>
>>> If you have the correct privileges (which you seem to), the Modify
>>> screen for another user will have three password boxes: the top one for you
>>> to confirm your password, and the bottom two to actually change the user's
>>> password.  I assume that the requirement to enter your own password at this
>>> stage is for added security, i.e. to prevent someone else using your
>>> logged-in account to gain access to other people's accounts.
>>>
>>> Does this resolve things?
>>>
>>> On 16 January 2015 at 14:27, Boris Epstein <borepstein at gmail.com> wrote:
>>>
>>>> Hello all,
>>>>
>>>> I am a user who has administrative privileges within my RT
>>>> installation. That is usually enough but now an situation has come up that
>>>> I need to alter an RT password for a user and it has turned out that I need
>>>> to do that but can't - at least not easily.
>>>>
>>>> Here is a discussion I found on the topic:
>>>>
>>>> http://www.gossamer-threads.com/lists/rt/users/99177
>>>>
>>>> So it looks like I need to either create/activate user "root" and
>>>> create a password for that user (not sure exactly how to do that) or I need
>>>> to change my own password - why should I?
>>>>
>>>> At any rate, any insight into what the logic is behind things being
>>>> this way would be very helpful. Same for practical advice on how to set
>>>> things up in such a way that admin users can modify other users' passwords
>>>> by default though the web GUI.
>>>>
>>>> Thanks in advance.
>>>>
>>>> Cheers,
>>>>
>>>> Boris.
>>>>
>>>
>>>
>>
>
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From sshguard at ymail.com  Sun Jan 18 05:34:34 2015
From: sshguard at ymail.com (Shahab Sharifzadeh)
Date: Sun, 18 Jan 2015 10:34:34 +0000 (UTC)
Subject: [rt-users] command vi save by scrip
In-Reply-To: <1415441624.43974.YahooMailBasic@web162605.mail.bf1.yahoo.com>
References: <1415441624.43974.YahooMailBasic@web162605.mail.bf1.yahoo.com>
Message-ID: <1738691148.2800498.1421577274146.JavaMail.yahoo@jws10681.mail.bf1.yahoo.com>

>If I understand you correctly, you need to make your user "privileged."?
>Unprivileged users are forced to use the Self Service area.?

>I don't know what you mean by 'edit "username" to "user"'. Are you trying?
>to change the visible wording on the login page??
Yes i want to change?visible wording on the login page.
i have changed permission?RT_SitecConfig.pm (775 & 777) but it doesn't work.
what i have to do? 

     On Saturday, November 8, 2014 1:43 PM, Shahab Sharifzadeh <sshguard at ymail.com> wrote:
   

 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`");


   
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From sshguard at ymail.com  Sun Jan 18 05:37:16 2015
From: sshguard at ymail.com (Shahab Sharifzadeh)
Date: Sun, 18 Jan 2015 10:37:16 +0000 (UTC)
Subject: [rt-users] problem in RT
Message-ID: <504258657.2843431.1421577436505.JavaMail.yahoo@jws106132.mail.bf1.yahoo.com>

>If I understand you correctly, you need to make your user "privileged."?
>Unprivileged users are forced to use the Self Service area.?

>I don't know what you mean by 'edit "username" to "user"'. Are you trying?
>to change the visible wording on the login page??

Yes i want to change?visible wording on the login page.
i have changed permission?RT_SitecConfig.pm (775 & 777) but it doesn't work.
what i have to do?
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From sshguard at ymail.com  Sun Jan 18 05:37:16 2015
From: sshguard at ymail.com (Shahab Sharifzadeh)
Date: Sun, 18 Jan 2015 10:37:16 +0000 (UTC)
Subject: [rt-users] problem in RT
Message-ID: <504258657.2843431.1421577436505.JavaMail.yahoo@jws106132.mail.bf1.yahoo.com>

>If I understand you correctly, you need to make your user "privileged."?
>Unprivileged users are forced to use the Self Service area.?

>I don't know what you mean by 'edit "username" to "user"'. Are you trying?
>to change the visible wording on the login page??

Yes i want to change?visible wording on the login page.
i have changed permission?RT_SitecConfig.pm (775 & 777) but it doesn't work.
what i have to do?
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From alex at peters.net  Sun Jan 18 05:43:53 2015
From: alex at peters.net (Alex Peters)
Date: Sun, 18 Jan 2015 21:43:53 +1100
Subject: [rt-users] problem in RT
In-Reply-To: <504258657.2843431.1421577436505.JavaMail.yahoo@jws106132.mail.bf1.yahoo.com>
References: <504258657.2843431.1421577436505.JavaMail.yahoo@jws106132.mail.bf1.yahoo.com>
Message-ID: <CAFdkmpsq+ypG_cVLZAOKesGC0bJpZzxRv9rXwMJ6PNdm1xBH+w@mail.gmail.com>

To change the HTML of the Login page:

   1. Copy share/html/Elements/Login.html to
   local/share/html/Elements/Login.html.
   2. Modify local/share/html/Elements/Login.html as desired.
   3. Clean the Mason cache
   <http://requesttracker.wikia.com/wiki/CleanMasonCache> and restart RT to
   see your changes.

To make an RT user "privileged," log into RT as a superuser (such as
"root") and tick the "Let this user be granted rights (Privileged)" option
for the user to be privileged (Admin > Users > Select > user).

Note that RT user rights/privileges and UNIX permissions are different
things.  As such, you should not be giving your RT_SiteConfig.pm file
executable permissions.

On 18 January 2015 at 21:37, Shahab Sharifzadeh <sshguard at ymail.com> wrote:

> >If I understand you correctly, you need to make your user "privileged."
> >Unprivileged users are forced to use the Self Service area.
>
> >I don't know what you mean by 'edit "username" to "user"'. Are you trying
> >to change the visible wording on the login page?
>
> Yes i want to change visible wording on the login page.
>
> i have changed permission RT_SitecConfig.pm (775 & 777) but it doesn't
> work.
>
> what i have to do?
>
>
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From sshguard at ymail.com  Sun Jan 18 05:37:16 2015
From: sshguard at ymail.com (Shahab Sharifzadeh)
Date: Sun, 18 Jan 2015 10:37:16 +0000 (UTC)
Subject: [rt-users] problem in RT
Message-ID: <504258657.2843431.1421577436505.JavaMail.yahoo@jws106132.mail.bf1.yahoo.com>

>If I understand you correctly, you need to make your user "privileged."?
>Unprivileged users are forced to use the Self Service area.?

>I don't know what you mean by 'edit "username" to "user"'. Are you trying?
>to change the visible wording on the login page??

Yes i want to change?visible wording on the login page.
i have changed permission?RT_SitecConfig.pm (775 & 777) but it doesn't work.
what i have to do?
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From alex at peters.net  Mon Jan 19 02:48:45 2015
From: alex at peters.net (Alex Peters)
Date: Mon, 19 Jan 2015 18:48:45 +1100
Subject: [rt-users] RT eats table-tags in html-emails
In-Reply-To: <54BCB53C.4050504@creval.it>
References: <1421416145025-59339.post@n7.nabble.com>
 <20150116141053.GC5510@aart.rice.edu>
 <CAFdkmpv=CTOBXUCYYfEsk3=4qpurc44=5YemQ2VwbLqm+Zd+hA@mail.gmail.com>
 <54BCB53C.4050504@creval.it>
Message-ID: <CAFdkmpuG-qgfi7XnhGeG3fOKcTyXsz5FfNcW+edn8t193B0Tsw@mail.gmail.com>

Looking at the RT_Config documentation, I think you might need to enable
the $TrustHTMLAttachments setting.  I know I've enabled that in my local
installation.

You might also need to increase the $MaxInlineBody setting from its default
of 12,000 bytes (or set it to 0 to disable size limiting altogether), since
things with HTML tables in my experience tend to frequently exceed that
limit.

On 19 January 2015 at 18:41, Guadagnino Cristiano <
guadagnino.cristiano at creval.it> wrote:

>  I did this while upgrading to 4.2.9 but nothing changed in the dispplay
> of html tables.
> Is there something more that needs to be done?
> IIRC this is not very well documented... just a note among the release
> notes.
>
> T.I.A.
>
> Cris
>
>
> ------------------------------
> *Da:* Alex Peters <alex at peters.net> <alex at peters.net>
> *Inviato:* Sat Jan 17 2015 01:09:38 GMT+0100 (CET)
> *A:* ktm at rice.edu <ktm at rice.edu> <ktm at rice.edu>, vinz
> <vinzenz.sinapius at tracetronic.de> <vinzenz.sinapius at tracetronic.de>
> *Cc:* <rt-users at lists.bestpractical.com>
> <rt-users at lists.bestpractical.com>
> *Oggetto:* Re: [rt-users] RT eats table-tags in html-emails
>
> Another solution in recent versions of RT is to install the HTML::Gumbo
> module from CPAN, which should automatically enable correct display of all
> HTML in tickets without any coding.
>
>
>
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From guadagnino.cristiano at creval.it  Mon Jan 19 02:56:02 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 19 Jan 2015 07:56:02 +0000
Subject: [rt-users] RT eats table-tags in html-emails
In-Reply-To: <CAFdkmpuG-qgfi7XnhGeG3fOKcTyXsz5FfNcW+edn8t193B0Tsw@mail.gmail.com>
References: <1421416145025-59339.post@n7.nabble.com>
 <20150116141053.GC5510@aart.rice.edu>
 <CAFdkmpv=CTOBXUCYYfEsk3=4qpurc44=5YemQ2VwbLqm+Zd+hA@mail.gmail.com>
 <54BCB53C.4050504@creval.it>
 <CAFdkmpuG-qgfi7XnhGeG3fOKcTyXsz5FfNcW+edn8t193B0Tsw@mail.gmail.com>
Message-ID: <54BCB88C.70403@creval.it>

I have both already set. Is it working in your system?
Did you need to add something to the config command line?


________________________________
Da: Alex Peters <alex at peters.net><mailto:alex at peters.net>
Inviato: Mon Jan 19 2015 08:48:45 GMT+0100 (CET)
A: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com> <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Cc: Guadagnino Cristiano <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>
Oggetto: Re: [rt-users] RT eats table-tags in html-emails
Looking at the RT_Config documentation, I think you might need to enable the $TrustHTMLAttachments setting.  I know I've enabled that in my local installation.

You might also need to increase the $MaxInlineBody setting from its default of 12,000 bytes (or set it to 0 to disable size limiting altogether), since things with HTML tables in my experience tend to frequently exceed that limit.

On 19 January 2015 at 18:41, Guadagnino Cristiano <guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>> wrote:
I did this while upgrading to 4.2.9 but nothing changed in the dispplay of html tables.
Is there something more that needs to be done?
IIRC this is not very well documented... just a note among the release notes.

T.I.A.

Cris


________________________________
Da: Alex Peters <alex at peters.net><mailto:alex at peters.net>
Inviato: Sat Jan 17 2015 01:09:38 GMT+0100 (CET)
A: ktm at rice.edu<mailto:ktm at rice.edu> <ktm at rice.edu><mailto:ktm at rice.edu>, vinz <vinzenz.sinapius at tracetronic.de><mailto:vinzenz.sinapius at tracetronic.de>
Cc: <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] RT eats table-tags in html-emails

Another solution in recent versions of RT is to install the HTML::Gumbo module from CPAN, which should automatically enable correct display of all HTML in tickets without any coding.




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From alex at peters.net  Mon Jan 19 03:06:29 2015
From: alex at peters.net (Alex Peters)
Date: Mon, 19 Jan 2015 19:06:29 +1100
Subject: [rt-users] RT eats table-tags in html-emails
In-Reply-To: <54BCB88C.70403@creval.it>
References: <1421416145025-59339.post@n7.nabble.com>
 <20150116141053.GC5510@aart.rice.edu>
 <CAFdkmpv=CTOBXUCYYfEsk3=4qpurc44=5YemQ2VwbLqm+Zd+hA@mail.gmail.com>
 <54BCB53C.4050504@creval.it>
 <CAFdkmpuG-qgfi7XnhGeG3fOKcTyXsz5FfNcW+edn8t193B0Tsw@mail.gmail.com>
 <54BCB88C.70403@creval.it>
Message-ID: <CAFdkmpsQ1pc3xU=7O=sZnY3T8HBzerMM=G_ATXffQyKyEiRmmA@mail.gmail.com>

HTML tables are mostly displaying as expected on my installation (ignoring
missing images and CSS).  I'm running v4.2.7 though; I guess it's possible
that a regression has occurred in a later version.

There are no other relevant settings in my RT_SiteConfig.pm file, and I'm
90% sure that I didn't add any special flags when I ran the "configure"
script.

Looking at the code, HTML::Gumbo would be ignored if it failed to install
properly for some reason.  Are you seeing anything interesting in RT's
debug logs?  I remember having to grab a very fresh HTML::Gumbo version
because of some installation issue I encountered with an older (but still
somewhat recent) one.

Lastly, you've probably already done this, but for the sake of
documentation, RT would need to be restarted after the installation of this
module.

On 19 January 2015 at 18:56, Guadagnino Cristiano <
guadagnino.cristiano at creval.it> wrote:

>  I have both already set. Is it working in your system?
> Did you need to add something to the config command line?
>
>
> ------------------------------
> *Da:* Alex Peters <alex at peters.net> <alex at peters.net>
> *Inviato:* Mon Jan 19 2015 08:48:45 GMT+0100 (CET)
> *A:* rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
> <rt-users at lists.bestpractical.com>
> *Cc:* Guadagnino Cristiano <guadagnino.cristiano at creval.it>
> <guadagnino.cristiano at creval.it>
> *Oggetto:* Re: [rt-users] RT eats table-tags in html-emails
>
>  Looking at the RT_Config documentation, I think you might need to enable
> the $TrustHTMLAttachments setting.  I know I've enabled that in my local
> installation.
>
>  You might also need to increase the $MaxInlineBody setting from its
> default of 12,000 bytes (or set it to 0 to disable size limiting
> altogether), since things with HTML tables in my experience tend to
> frequently exceed that limit.
>
> On 19 January 2015 at 18:41, Guadagnino Cristiano <
> guadagnino.cristiano at creval.it> wrote:
>
>> I did this while upgrading to 4.2.9 but nothing changed in the dispplay
>> of html tables.
>> Is there something more that needs to be done?
>> IIRC this is not very well documented... just a note among the release
>> notes.
>>
>> T.I.A.
>>
>> Cris
>>
>>
>> ------------------------------
>> *Da:* Alex Peters <alex at peters.net> <alex at peters.net>
>> *Inviato:* Sat Jan 17 2015 01:09:38 GMT+0100 (CET)
>> *A:* ktm at rice.edu <ktm at rice.edu> <ktm at rice.edu>, vinz
>> <vinzenz.sinapius at tracetronic.de> <vinzenz.sinapius at tracetronic.de>
>> *Cc:* <rt-users at lists.bestpractical.com>
>> <rt-users at lists.bestpractical.com>
>> *Oggetto:* Re: [rt-users] RT eats table-tags in html-emails
>>
>> Another solution in recent versions of RT is to install the HTML::Gumbo
>> module from CPAN, which should automatically enable correct display of all
>> HTML in tickets without any coding.
>>
>>
>>
>
>
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From vinzenz.sinapius at tracetronic.de  Mon Jan 19 03:09:36 2015
From: vinzenz.sinapius at tracetronic.de (vinz)
Date: Mon, 19 Jan 2015 01:09:36 -0700 (MST)
Subject: [rt-users] RT eats table-tags in html-emails
In-Reply-To: <54BCB88C.70403@creval.it>
References: <1421416145025-59339.post@n7.nabble.com>
 <20150116141053.GC5510@aart.rice.edu>
 <CAFdkmpv=CTOBXUCYYfEsk3=4qpurc44=5YemQ2VwbLqm+Zd+hA@mail.gmail.com>
 <CAFdkmpuG-qgfi7XnhGeG3fOKcTyXsz5FfNcW+edn8t193B0Tsw@mail.gmail.com>
 <54BCB88C.70403@creval.it>
Message-ID: <F9FD8229D8CED74BB7B2056C57C2BF0D2A8240CA@HQ-EX2K10.tracetronic.local>

Thank you all for your replies.
I used the solution from Ken. I enabled HTML-Attachments and created a \local\lib\RT\Interface\Web_Local.pm
Maybe I'll try the "HTML::Gumbo"-Solution to.

Regards,
Vinz

Von: Guadagnino Cristiano [via RequestTracker] [mailto:ml-node+s8502n59357h5 at n7.nabble.com]
Gesendet: Montag, 19. Januar 2015 08:58
An: Sinapius, Vinzenz
Betreff: Re: RT eats table-tags in html-emails

I have both already set. Is it working in your system?
Did you need to add something to the config command line?

________________________________
Da: Alex Peters [hidden email]</user/SendEmail.jtp?type=node&node=59357&i=0>
Inviato: Mon Jan 19 2015 08:48:45 GMT+0100 (CET)
A: [hidden email]</user/SendEmail.jtp?type=node&node=59357&i=1> [hidden email]</user/SendEmail.jtp?type=node&node=59357&i=2>
Cc: Guadagnino Cristiano [hidden email]</user/SendEmail.jtp?type=node&node=59357&i=3>
Oggetto: Re: [rt-users] RT eats table-tags in html-emails
Looking at the RT_Config documentation, I think you might need to enable the $TrustHTMLAttachments setting.  I know I've enabled that in my local installation.

You might also need to increase the $MaxInlineBody setting from its default of 12,000 bytes (or set it to 0 to disable size limiting altogether), since things with HTML tables in my experience tend to frequently exceed that limit.

On 19 January 2015 at 18:41, Guadagnino Cristiano <[hidden email]</user/SendEmail.jtp?type=node&node=59357&i=4>> wrote:
I did this while upgrading to 4.2.9 but nothing changed in the dispplay of html tables.
Is there something more that needs to be done?
IIRC this is not very well documented... just a note among the release notes.

T.I.A.

Cris

________________________________
Da: Alex Peters [hidden email]</user/SendEmail.jtp?type=node&node=59357&i=5>
Inviato: Sat Jan 17 2015 01:09:38 GMT+0100 (CET)
A: [hidden email]</user/SendEmail.jtp?type=node&node=59357&i=6> [hidden email]</user/SendEmail.jtp?type=node&node=59357&i=7>, vinz [hidden email]</user/SendEmail.jtp?type=node&node=59357&i=8>
Cc: [hidden email]</user/SendEmail.jtp?type=node&node=59357&i=9>
Oggetto: Re: [rt-users] RT eats table-tags in html-emails

Another solution in recent versions of RT is to install the HTML::Gumbo module from CPAN, which should automatically enable correct display of all HTML in tickets without any coding.





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From atif.mehboob at eckoh.com  Mon Jan 19 04:37:48 2015
From: atif.mehboob at eckoh.com (Atif Mehboob)
Date: Mon, 19 Jan 2015 09:37:48 +0000
Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries
Message-ID: <70C024BFE448934EB725E2E63AA1AE474F2B5CE4@UKTH007-EXCH.eckoh.com>

Hi All,

RT 4.2.1 hangs with 'SELECT GET_LOCK' slow query log entries. Any help please?

Cheers,
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:imagee8b468.PNG at edf863b6.47b0bc12]<http://www.linkedin.com/company/eckoh-plc> [cid:image597fe6.PNG at 4d915fd5.478baf49] <http://twitter.com/Eckoh>

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From guadagnino.cristiano at creval.it  Mon Jan 19 05:24:48 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 19 Jan 2015 10:24:48 +0000
Subject: [rt-users] RT eats table-tags in html-emails
In-Reply-To: <CAFdkmpsQ1pc3xU=7O=sZnY3T8HBzerMM=G_ATXffQyKyEiRmmA@mail.gmail.com>
References: <1421416145025-59339.post@n7.nabble.com>
 <20150116141053.GC5510@aart.rice.edu>
 <CAFdkmpv=CTOBXUCYYfEsk3=4qpurc44=5YemQ2VwbLqm+Zd+hA@mail.gmail.com>
 <54BCB53C.4050504@creval.it>
 <CAFdkmpuG-qgfi7XnhGeG3fOKcTyXsz5FfNcW+edn8t193B0Tsw@mail.gmail.com>
 <54BCB88C.70403@creval.it>
 <CAFdkmpsQ1pc3xU=7O=sZnY3T8HBzerMM=G_ATXffQyKyEiRmmA@mail.gmail.com>
Message-ID: <54BCDB6A.8040609@creval.it>

Alex,
you were right: HTML::Gumbo installation failed on my box, but I did not notice it initially.

Trying to reinstall HTML::Gumbo now, I noticed that 'libtoolize' was missing, so I installed it.
Unfortunately it fails again because it wants autoconf >= v2.65, and there is only v2.63 in CentOS repository.

I'll have to wait until CentOS updates the repos.

Thank you!

Bye
Cris

________________________________
Da: Alex Peters <alex at peters.net><mailto:alex at peters.net>
Inviato: Mon Jan 19 2015 09:06:29 GMT+0100 (CET)
A: Guadagnino Cristiano <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>
Cc: "rt-users at lists.bestpractical.com"<mailto:rt-users at lists.bestpractical.com> <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] RT eats table-tags in html-emails
HTML tables are mostly displaying as expected on my installation (ignoring missing images and CSS).  I'm running v4.2.7 though; I guess it's possible that a regression has occurred in a later version.

There are no other relevant settings in my RT_SiteConfig.pm file, and I'm 90% sure that I didn't add any special flags when I ran the "configure" script.

Looking at the code, HTML::Gumbo would be ignored if it failed to install properly for some reason.  Are you seeing anything interesting in RT's debug logs?  I remember having to grab a very fresh HTML::Gumbo version because of some installation issue I encountered with an older (but still somewhat recent) one.

Lastly, you've probably already done this, but for the sake of documentation, RT would need to be restarted after the installation of this module.


Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
_______________________________
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristiano at creval.it
www.creval.it<http://www.creval.it>

Il presente messaggio non ? di natura personale ma inviato per esigenze lavorative; l?eventuale messaggio di risposta potr? essere conosciuto anche da altri soggetti diversi dall?originatore di questo messaggio per dette esigenze o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, contiene informazioni da considerarsi strettamente riservate, ed ? destinato esclusivamente al destinatario sopra indicato, il quale ? l'unico autorizzato ad usarlo, copiarlo e, sotto la propria responsabilit?, diffonderlo. Chiunque ricevesse questo messaggio per errore o comunque lo leggesse senza esserne legittimato ? avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a persone diverse dal destinatario ? severamente proibito, ed ? pregato di rinviarlo immediatamente al mittente distruggendone l'originale.

On 19 January 2015 at 18:56, Guadagnino Cristiano <guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>> wrote:
I have both already set. Is it working in your system?
Did you need to add something to the config command line?


________________________________
Da: Alex Peters <alex at peters.net><mailto:alex at peters.net>
Inviato: Mon Jan 19 2015 08:48:45 GMT+0100 (CET)
A: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com> <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Cc: Guadagnino Cristiano <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>
Oggetto: Re: [rt-users] RT eats table-tags in html-emails
Looking at the RT_Config documentation, I think you might need to enable the $TrustHTMLAttachments setting.  I know I've enabled that in my local installation.

You might also need to increase the $MaxInlineBody setting from its default of 12,000 bytes (or set it to 0 to disable size limiting altogether), since things with HTML tables in my experience tend to frequently exceed that limit.

On 19 January 2015 at 18:41, Guadagnino Cristiano <guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>> wrote:
I did this while upgrading to 4.2.9 but nothing changed in the dispplay of html tables.
Is there something more that needs to be done?
IIRC this is not very well documented... just a note among the release notes.

T.I.A.

Cris


________________________________
Da: Alex Peters <alex at peters.net><mailto:alex at peters.net>
Inviato: Sat Jan 17 2015 01:09:38 GMT+0100 (CET)
A: ktm at rice.edu<mailto:ktm at rice.edu> <ktm at rice.edu><mailto:ktm at rice.edu>, vinz <vinzenz.sinapius at tracetronic.de><mailto:vinzenz.sinapius at tracetronic.de>
Cc: <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] RT eats table-tags in html-emails

Another solution in recent versions of RT is to install the HTML::Gumbo module from CPAN, which should automatically enable correct display of all HTML in tickets without any coding.






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From torsten.brumm at Kuehne-Nagel.com  Mon Jan 19 06:29:17 2015
From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID)
Date: Mon, 19 Jan 2015 11:29:17 +0000
Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log
	entries
In-Reply-To: <70C024BFE448934EB725E2E63AA1AE474F2B5CE4@UKTH007-EXCH.eckoh.com>
References: <70C024BFE448934EB725E2E63AA1AE474F2B5CE4@UKTH007-EXCH.eckoh.com>
Message-ID: <524815224EA2F649982D6A7BCD53BDFE2218372A@DCEEXMBX04.ger.win.int.kn>

Hi Atif,
i remember this problem some years ago with RT 3.6.5 we fixed it (fast solution) to change the:

Set($WebSessionClass, "Apache::Session::File"); to File.

I remember (not 100% sure) that we later changed a File from Apache:Session (think MySQL.pm) and disabled locking there, then it was fine.

Hope someone can help more in detail

torsten

Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Atif Mehboob
Gesendet: Montag, 19. Januar 2015 10:38
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries

Hi All,

RT 4.2.1 hangs with 'SELECT GET_LOCK' slow query log entries. Any help please?

Cheers,
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<http://www.eckoh.com>

[cid:image001.png at 01D033E3.8A83CA70]<http://www.linkedin.com/company/eckoh-plc>[cid:image002.png at 01D033E3.8A83CA70]<http://twitter.com/Eckoh>

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.

K?hne + Nagel (AG & Co.) KG
Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878.
Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Solf, Lars Wedel, Jens Wollesen.
Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt.
Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Bj?rn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds.

Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften.
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From atif.mehboob at eckoh.com  Mon Jan 19 06:34:56 2015
From: atif.mehboob at eckoh.com (Atif Mehboob)
Date: Mon, 19 Jan 2015 11:34:56 +0000
Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log
	entries
In-Reply-To: <524815224EA2F649982D6A7BCD53BDFE2218372A@DCEEXMBX04.ger.win.int.kn>
References: <70C024BFE448934EB725E2E63AA1AE474F2B5CE4@UKTH007-EXCH.eckoh.com>
 <524815224EA2F649982D6A7BCD53BDFE2218372A@DCEEXMBX04.ger.win.int.kn>
Message-ID: <70C024BFE448934EB725E2E63AA1AE474F2B60BE@UKTH007-EXCH.eckoh.com>

Thank you Torsten,

I already changed Set($WebSessionClass, "Apache::Session::File"); and its fixed the issue. I am not sure what will be the impact for a longer run.

Cheers,
Atif

From: Brumm, Torsten / Kuehne + Nagel / Ham GI-ID [mailto:torsten.brumm at Kuehne-Nagel.com]
Sent: 19 January 2015 11:29
To: Atif Mehboob; rt-users at lists.bestpractical.com
Subject: AW: RT hangs with 'SELECT GET_LOCK' slow query log entries

Hi Atif,
i remember this problem some years ago with RT 3.6.5 we fixed it (fast solution) to change the:

Set($WebSessionClass, "Apache::Session::File"); to File.

I remember (not 100% sure) that we later changed a File from Apache:Session (think MySQL.pm) and disabled locking there, then it was fine.

Hope someone can help more in detail

torsten

Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Atif Mehboob
Gesendet: Montag, 19. Januar 2015 10:38
An: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Betreff: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries

Hi All,

RT 4.2.1 hangs with 'SELECT GET_LOCK' slow query log entries. Any help please?

Cheers,
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<http://www.eckoh.com>

[cid:image001.png at 01D033DB.F32643D0]<http://www.linkedin.com/company/eckoh-plc>[cid:image002.png at 01D033DB.F32643D0]<http://twitter.com/Eckoh>

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.

K?hne + Nagel (AG & Co.) KG
Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878.
Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Solf, Lars Wedel, Jens Wollesen.
Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt.
Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Bj?rn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds.

Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften.
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From torsten.brumm at Kuehne-Nagel.com  Mon Jan 19 06:58:07 2015
From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID)
Date: Mon, 19 Jan 2015 11:58:07 +0000
Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log
	entries
In-Reply-To: <70C024BFE448934EB725E2E63AA1AE474F2B5CE4@UKTH007-EXCH.eckoh.com>
References: <70C024BFE448934EB725E2E63AA1AE474F2B5CE4@UKTH007-EXCH.eckoh.com>
Message-ID: <524815224EA2F649982D6A7BCD53BDFE221837D9@DCEEXMBX04.ger.win.int.kn>

OK, try out this file:

Apache::Session Lock/MySQL.pm

Search for line:

   #MySQL requires a timeout on the lock operation.  There is no option
    #to simply wait forever.  So we'll wait for a hour.

    my $sth = $self->{dbh}->prepare_cached(q{SELECT GET_LOCK(?, 3600)}, {}, 1);

We have changed it to 0 or 1 I think and not 3600sec.

Try it out

Torsten

Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Atif Mehboob
Gesendet: Montag, 19. Januar 2015 10:38
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries

Hi All,

RT 4.2.1 hangs with 'SELECT GET_LOCK' slow query log entries. Any help please?

Cheers,
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<http://www.eckoh.com>

[cid:image001.png at 01D033E7.7F643540]<http://www.linkedin.com/company/eckoh-plc>[cid:image002.png at 01D033E7.7F643540]<http://twitter.com/Eckoh>

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.

K?hne + Nagel (AG & Co.) KG
Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878.
Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Solf, Lars Wedel, Jens Wollesen.
Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt.
Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Bj?rn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds.

Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften.
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From torsten.brumm at Kuehne-Nagel.com  Mon Jan 19 07:07:10 2015
From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID)
Date: Mon, 19 Jan 2015 12:07:10 +0000
Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log
	entries
In-Reply-To: <70C024BFE448934EB725E2E63AA1AE474F2B5CE4@UKTH007-EXCH.eckoh.com>
References: <70C024BFE448934EB725E2E63AA1AE474F2B5CE4@UKTH007-EXCH.eckoh.com>
Message-ID: <524815224EA2F649982D6A7BCD53BDFE22183821@DCEEXMBX04.ger.win.int.kn>

And again,
try out this: http://search.cpan.org/~chorny/Apache-Session-1.93/lib/Apache/Session/MySQL/NoLock.pm

Think it is the better solution.

Torsten

Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Atif Mehboob
Gesendet: Montag, 19. Januar 2015 10:38
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries

Hi All,

RT 4.2.1 hangs with 'SELECT GET_LOCK' slow query log entries. Any help please?

Cheers,
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<http://www.eckoh.com>

[cid:image001.png at 01D033E8.B1EDB800]<http://www.linkedin.com/company/eckoh-plc>[cid:image002.png at 01D033E8.B1EDB800]<http://twitter.com/Eckoh>

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.

K?hne + Nagel (AG & Co.) KG
Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878.
Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Solf, Lars Wedel, Jens Wollesen.
Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt.
Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Bj?rn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds.

Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften.
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From atif.mehboob at eckoh.com  Mon Jan 19 07:14:46 2015
From: atif.mehboob at eckoh.com (Atif Mehboob)
Date: Mon, 19 Jan 2015 12:14:46 +0000
Subject: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log
	entries
In-Reply-To: <524815224EA2F649982D6A7BCD53BDFE22183821@DCEEXMBX04.ger.win.int.kn>
References: <70C024BFE448934EB725E2E63AA1AE474F2B5CE4@UKTH007-EXCH.eckoh.com>
 <524815224EA2F649982D6A7BCD53BDFE22183821@DCEEXMBX04.ger.win.int.kn>
Message-ID: <70C024BFE448934EB725E2E63AA1AE474F2B6155@UKTH007-EXCH.eckoh.com>

You are a star ? Thank you Torsten

From: Brumm, Torsten / Kuehne + Nagel / Ham GI-ID [mailto:torsten.brumm at Kuehne-Nagel.com]
Sent: 19 January 2015 12:07
To: Atif Mehboob; rt-users at lists.bestpractical.com
Subject: AW: RT hangs with 'SELECT GET_LOCK' slow query log entries

And again,
try out this: http://search.cpan.org/~chorny/Apache-Session-1.93/lib/Apache/Session/MySQL/NoLock.pm

Think it is the better solution.

Torsten

Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Atif Mehboob
Gesendet: Montag, 19. Januar 2015 10:38
An: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Betreff: [rt-users] RT hangs with 'SELECT GET_LOCK' slow query log entries

Hi All,

RT 4.2.1 hangs with 'SELECT GET_LOCK' slow query log entries. Any help please?

Cheers,
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<http://www.eckoh.com>

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Eckoh, Inc.
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From guadagnino.cristiano at creval.it  Mon Jan 19 10:19:46 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 19 Jan 2015 15:19:46 +0000
Subject: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?
In-Reply-To: <54B91EE2.6060605@creval.it>
References: <54B91EE2.6060605@creval.it>
Message-ID: <54BD207D.2030103@creval.it>

Hi had someone replying me privately, telling me that this type of 
functionality is already integrated in RT 4.2.x.

I haven't been able to find documentation about this, and I also haven't 
been able to deduce it from RT's administration interface.

Could someone point me in the right direction?

Thank you in advance

Bye
Cris


-----Messaggio originale-----
Da: Guadagnino Cristiano <guadagnino.cristiano at creval.it>
Inviato: Fri Jan 16 2015 15:23:44 GMT+0100 (CET)
A: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Oggetto: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

> Hi all,
> is there an extension like RT-Extension-QueueDeactivatedScrips but
> working with RT 4.2?
>
> What the extension does is allowing an administrator to selectively
> deactivate global scrips for a queue.
>
> thank you in advance.
>
> Bye
> Cris
>

From wreis at bestpractical.com  Mon Jan 19 10:40:57 2015
From: wreis at bestpractical.com (Wallace Reis)
Date: Mon, 19 Jan 2015 13:40:57 -0200
Subject: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?
In-Reply-To: <54BD207D.2030103@creval.it>
References: <54B91EE2.6060605@creval.it> <54BD207D.2030103@creval.it>
Message-ID: <44EE49E4-7F46-4285-9484-29F2069F23C3@bestpractical.com>

On Jan 19, 2015, at 1:19 PM, Guadagnino Cristiano <guadagnino.cristiano at creval.it> wrote:
> Could someone point me in the right direction?

Go to the queue display page (in menu item ?Admin? -> ?Queue? -> ?Select?, then click on the queue you want to), then choose the submenu item ?Scrips? on that page and you will be given a list of applied scrips which you can click on the checkboxes and deactivate ? which will make them to appear in the "Not applied scrips? listing.

Cheers,

--
Wallace Reis/wreis
Software Engineer



From max.deasy at southwestern.ie  Mon Jan 19 10:39:39 2015
From: max.deasy at southwestern.ie (Moose)
Date: Mon, 19 Jan 2015 08:39:39 -0700 (MST)
Subject: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?
In-Reply-To: <44EE49E4-7F46-4285-9484-29F2069F23C3@bestpractical.com>
References: <54B91EE2.6060605@creval.it> <54BD207D.2030103@creval.it>
 <44EE49E4-7F46-4285-9484-29F2069F23C3@bestpractical.com>
Message-ID: <1421681979129-59370.post@n7.nabble.com>

Just edit the relevant global scrip to do something like this: (Replace
"QueueName01 and QueueName02)

Description:  On Correspond; Open Tickets
Condition: User Defined
Action: Open Tickets
Template: Global Template: Blank
Stage: TransactionCreate


# CUSTOM CONDITION:
if ($self->TicketObj->QueueObj->Name !~ /^(QueueName01|QueueName02)$/ ) {
   if ($self->TransactionObj->Type eq 'Correspond') {
     return 1;
  }
}



--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Extension-QueueDeactivatedScrips-for-RT-4-2-tp59341p59370.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From wreis at bestpractical.com  Mon Jan 19 11:27:35 2015
From: wreis at bestpractical.com (Wallace Reis)
Date: Mon, 19 Jan 2015 14:27:35 -0200
Subject: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?
In-Reply-To: <54BD2B42.5030808@creval.it>
References: <54B91EE2.6060605@creval.it> <54BD207D.2030103@creval.it>
 <44EE49E4-7F46-4285-9484-29F2069F23C3@bestpractical.com>
 <54BD2B42.5030808@creval.it>
Message-ID: <8A71FC31-93B2-4B46-8FCD-DB990DF83539@bestpractical.com>

On Jan 19, 2015, at 2:05 PM, Guadagnino Cristiano <guadagnino.cristiano at creval.it> wrote:
> Unfortunately, that's not what I'm seeing: I see the checkboxes only for
> those scrips that are *NOT* global. The globally applied scrips does not
> have the checkbox, and so they cannot be deactivated (see attached
> snapshot).

Sorry, this is actually the other way around.

Select the menu item ?Admin? -> ?Global? -> ?Scrips?, then click on the scrip you want to change which queues it applies to. On the scrip page, select the submenu ?Applies to?, then you should see a page either with ?Applies to all objects? message ? which then you click on the checkbox and submit in order to remove that from all queues making you able to selectively choose the queue you want it applied ? or a page showing a list of queues it applies (Selected objects) and those not (Unselected objects).

--
Wallace Reis/wreis
Software Engineer



From guadagnino.cristiano at creval.it  Mon Jan 19 11:34:32 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 19 Jan 2015 16:34:32 +0000
Subject: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?
In-Reply-To: <8A71FC31-93B2-4B46-8FCD-DB990DF83539@bestpractical.com>
References: <54B91EE2.6060605@creval.it> <54BD207D.2030103@creval.it>
 <44EE49E4-7F46-4285-9484-29F2069F23C3@bestpractical.com>
 <54BD2B42.5030808@creval.it>
 <8A71FC31-93B2-4B46-8FCD-DB990DF83539@bestpractical.com>
Message-ID: <54BD3203.4030605@creval.it>

Wallace,
thank you very much, this is exactly the information I was looking for!!

Bye
Cris


-----Messaggio originale-----
Da: Wallace Reis <wreis at bestpractical.com>
Inviato: Mon Jan 19 2015 17:27:35 GMT+0100 (CET)
A: <rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

> On Jan 19, 2015, at 2:05 PM, Guadagnino Cristiano <guadagnino.cristiano at creval.it> wrote:
>> Unfortunately, that's not what I'm seeing: I see the checkboxes only for
>> those scrips that are *NOT* global. The globally applied scrips does not
>> have the checkbox, and so they cannot be deactivated (see attached
>> snapshot).
>
> Sorry, this is actually the other way around.
>
> Select the menu item ?Admin? -> ?Global? -> ?Scrips?, then click on the scrip you want to change which queues it applies to. On the scrip page, select the submenu ?Applies to?, then you should see a page either with ?Applies to all objects? message ? which then you click on the checkbox and submit in order to remove that from all queues making you able to selectively choose the queue you want it applied ? or a page showing a list of queues it applies (Selected objects) and those not (Unselected objects).
>
> --
> Wallace Reis/wreis
> Software Engineer
>

From vladimir.nikolic at amis.net  Mon Jan 19 16:50:07 2015
From: vladimir.nikolic at amis.net (Vladimir Nikolic)
Date: Mon, 19 Jan 2015 22:50:07 +0100
Subject: [rt-users] RT 4.2.9 Simple Search, Subject LIKE instead of Id =
Message-ID: <54BD7C0F.7090701@amis.net>

Hello,

after upgrade to 4.2.9 (from 4.2.2), we noticed that Simple Search by 
Ticket id doesn't work.
If I enter 783509 in Search box, Edit Search shows sql query:

( Subject LIKE 783502 ) AND (  Status = 'new' OR Status = 'open' OR 
Status = 'resolved' OR Status = 'stalled' OR Status = 'rejected' OR 
Status = 'deleted' )

/usr/local/lib/perl5/site_perl/RT/Search/Simple.pm has lines:

     # Assume that numbers were actually "default"s if we have other limits
     if ($limits->{id} and keys %{$limits} > 1) {
         my $values = delete $limits->{id};
         for my $value (@{$values}) {
             $value =~ /(\d+)/ or next;
             my ($key, @tsql) = $self->HandleDefault($1);
             push @{$limits->{$key}}, @tsql;
         }
     }

which rewrites 'Id =' to 'Subject LIKE'.

sub HandleDefault   {
     my $fts = RT->Config->Get('FullTextSearch');
     if ($fts->{Enable} and $fts->{Indexed}) {
         return default => "(Subject LIKE '$_[1]' OR Content LIKE '$_[1]')";
     } else {
         return default => "Subject LIKE '$_[1]'";
     }
}

Regards,
Vladimir


From chrisherrmann7 at gmail.com  Mon Jan 19 18:49:48 2015
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Tue, 20 Jan 2015 10:49:48 +1100
Subject: [rt-users] Duplicate ticket detection at OnCreate
Message-ID: <CAE+JXUXLFOjSxS4d+wy-FsyJYo18zCTAeC6hOdG4jJjNPPxBFg@mail.gmail.com>

Hi all,

we have many systems that generate emails on conditions (success, fail,
warn etc), and many of these will quite vocally notify you when something
goes wrong. So if you have 100 systems all emailing you every 5 minutes
about the same underlying problem... the queue rapidly gets out of control.

Are there any extensions / plugins / scrips etc that can be used to look
for duplicate tickets on creation? I know there's a Nagios plugin - but
these aren't Nagios tickets so you don't have a system changing state. In
this case the emails all have identical subject tags (like SUBJECT: Warning
backup failure on host(x)); occur within a short time interval but because
they're generated from a remote system none of them have an RT tag like
[myrtsystem #12345].

We currently manage it when it occurs by running the following:

rt list "queue = 'myqueue' and status = 'new' and subject='My Broken
Ticket Subject'" -i | rt edit - set status='deleted'

which works well (much faster than the webgui) but it would be nice if we
could simply delete them on incoming or merge them or something like that.

Thanks!

Chris
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From Daniel.Schwager at dtnet.de  Mon Jan 19 19:04:37 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Tue, 20 Jan 2015 00:04:37 +0000
Subject: [rt-users] RT-Extension-RepeatTicket - find all tickets with
 "Recurrence" enabled?
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C27B@exchange2.dtnet.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D0C27B@exchange2.dtnet.de>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D25C42@exchange2.dtnet.de>

Hi all,

> Is there a way to create a search-query to find all the enabled recurring tickets?

after investigating the original rt-repeat-ticket perl script, I "developed" my own list implementation (1).

best regards
  Danny


(1) rt-repeat-ticket

#!/opt/perl-5.18.4/bin/perl                                                                                                                                                                                                              
use strict;
use warnings;

BEGIN {
    use lib qw(/opt/rt4/local/lib /opt/rt4/lib);
    use RT;
    RT::LoadConfig;
    RT::Init;
}

use RT::Attributes;
use RT::Ticket;
use RT::User;

__PACKAGE__->run(@ARGV) unless caller;

sub run{

    my $attrs = RT::Attributes->new( RT->SystemUser );
    $attrs->Limit( FIELD => 'Name', VALUE => 'RepeatTicketSettings' );

    my $ticket =  RT::Ticket->new( RT->SystemUser );

    while ( my $attr = $attrs->Next ) {
        next unless $attr->Content->{'repeat-enabled'};
        next unless $attr->Content->{'repeat-type'};
        next unless $attr->ObjectType eq "RT::Ticket";

        if (!defined $ticket->Load($attr->ObjectId)) {
            $RT::Logger->error("Can't load ticket ". $attr->ObjectId);
            next;
        }

        print '#' . $attr->ObjectId . ' '  . $ticket->Subject
            . ' (' . $ticket->OwnerObj->FriendlyName . '): '
            . $attr->Content->{'repeat-type'} . "\n";
    }
    return;
}
1;

__END__
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From Daniel.Schwager at dtnet.de  Sun Jan 18 07:07:42 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Sun, 18 Jan 2015 12:07:42 +0000
Subject: [rt-users] RT-Extension-TicketLocking-0.12 and RT 4.2.9 - probs
 showing user lock - fixed.
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D1A2C5@exchange2.dtnet.de>

Hi,



Just a small not for other admins: If you lock a ticket with RT-Extension-TicketLocking-0.12, the lock show like (1) for other users.



You can fix this by copy ShowLock to your local area

        mkdir -p /opt/rt4/local/html/Elements

        cp -local/plugins/RT-Extension-TicketLocking/html/Elements/ShowLock /opt/rt4/local/html/Elements



and change it like



      /opt/rt4/local/html/Elements/ShowLock:45

              - <&|/l, $TicketLabel, $u_str, $ago &>[_1] has been locked by [_2] for [_3]</&>.

              + <%$TicketLabel%> has been locked by <%$u_str |n%> for <%$ago%>.



regards

Danny





(1) Lock for other users



[cid:image001.png at 01D0331E.A2BFD220]


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From alexmv at bestpractical.com  Mon Jan 19 20:30:12 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 19 Jan 2015 20:30:12 -0500
Subject: [rt-users] RT-Extension-TicketLocking-0.12 and RT 4.2.9 - probs
 showing user lock - fixed.
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20D1A2C5@exchange2.dtnet.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D1A2C5@exchange2.dtnet.de>
Message-ID: <20150119203012.1576d108@umgah.localdomain>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Sun, 18 Jan 2015 12:07:42 +0000 Daniel Schwager
<Daniel.Schwager at dtnet.de> wrote:
> Just a small not for other admins: If you lock a ticket with
> RT-Extension-TicketLocking-0.12, the lock show like (1) for other
> users.

I've released version 1.00 of RT::Extension::TicketLocking which
addresses this.
 - Alex
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k4QAoLISsFabVLTHIru9D2v2hBpqKh8O
=+OpU
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From alexmv at bestpractical.com  Mon Jan 19 20:41:05 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 19 Jan 2015 20:41:05 -0500
Subject: [rt-users] RT 4.2.9 Simple Search, Subject LIKE instead of Id =
In-Reply-To: <54BD7C0F.7090701@amis.net>
References: <54BD7C0F.7090701@amis.net>
Message-ID: <20150119204105.4725ad17@umgah.localdomain>

On Mon, 19 Jan 2015 22:50:07 +0100 Vladimir Nikolic
<vladimir.nikolic at amis.net> wrote:
> Hello,
> 
> after upgrade to 4.2.9 (from 4.2.2), we noticed that Simple Search by 
> Ticket id doesn't work.
> If I enter 783509 in Search box, Edit Search shows sql query:
> 
> ( Subject LIKE 783502 ) AND (  Status = 'new' OR Status = 'open' OR 
> Status = 'resolved' OR Status = 'stalled' OR Status = 'rejected' OR 
> Status = 'deleted' )

This does not occur on a stock RT 4.2.9.

> /usr/local/lib/perl5/site_perl/RT/Search/Simple.pm has lines:
> 
>      # Assume that numbers were actually "default"s if we have other
>      # limits
>      if ($limits->{id} and keys %{$limits} > 1) {
>          my $values = delete $limits->{id};
>          for my $value (@{$values}) {
>              $value =~ /(\d+)/ or next;
>              my ($key, @tsql) = $self->HandleDefault($1);
>              push @{$limits->{$key}}, @tsql;
>          }
>      }
> 
> which rewrites 'Id =' to 'Subject LIKE'.

It only does so _if_ there are other limits -- as the comment
describes.  This is so, in a stock RT, entering ?rt 4? into the search
box does not attempt to load ticket #4.


Double-check that you do not have any customizations in this area.  For
the following command, a stock RT 4.2.9 should return only the ID
clause:

perl -I/opt/rt4/lib -MRT=-init -MRT::Search::Simple \
 -le 'print RT::Search::Simple->new(TicketsObj =>
        RT::Tickets->new(RT->SystemUser))->QueryToSQL("783502")'


 - Alex


From Daniel.Schwager at dtnet.de  Tue Jan 20 01:47:54 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Tue, 20 Jan 2015 06:47:54 +0000
Subject: [rt-users] RT-Extension-TicketLocking-0.12 and RT 4.2.9 - probs
 showing user lock - fixed.
In-Reply-To: <20150119203012.1576d108@umgah.localdomain>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D1A2C5@exchange2.dtnet.de>
 <20150119203012.1576d108@umgah.localdomain>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D26A83@exchange2.dtnet.de>

Hi Alex,

thanks for this fix. Works fine now.

regards
Danny


> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver
> Sent: Tuesday, January 20, 2015 2:30 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT-Extension-TicketLocking-0.12 and RT 4.2.9 - probs showing user lock - fixed.
> 
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> On Sun, 18 Jan 2015 12:07:42 +0000 Daniel Schwager
> <Daniel.Schwager at dtnet.de> wrote:
> > Just a small not for other admins: If you lock a ticket with
> > RT-Extension-TicketLocking-0.12, the lock show like (1) for other
> > users.
> 
> I've released version 1.00 of RT::Extension::TicketLocking which
> addresses this.
>  - Alex
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v2.0.22 (GNU/Linux)
> 
> iEYEARECAAYFAlS9r6QACgkQMflWJZZAbqCz/ACeLtj/pcI4zeumYrYu9ZRCS1w6
> k4QAoLISsFabVLTHIru9D2v2hBpqKh8O
> =+OpU
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From mykleph at hivolda.no  Tue Jan 20 02:42:52 2015
From: mykleph at hivolda.no (darthPaal)
Date: Tue, 20 Jan 2015 00:42:52 -0700 (MST)
Subject: [rt-users] MoreAboutRequestorTicketList is ignored
Message-ID: <1421739772864-59380.post@n7.nabble.com>

Hello, I am running RT 4.2.9 and want to view all tickets in the 'More about
the requestors' section. I have added the following line in my
RT_SiteConfig.pm file:

Set($MoreAboutRequestorTicketList, "All");

but the setting is ignored, its stil only active tickets that are listed.
Any thoughts?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/MoreAboutRequestorTicketList-is-ignored-tp59380.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From andrius.kulbis at gmail.com  Tue Jan 20 05:03:57 2015
From: andrius.kulbis at gmail.com (andriusk)
Date: Tue, 20 Jan 2015 03:03:57 -0700 (MST)
Subject: [rt-users] Uploading image to Image CustomField via REST
Message-ID: <1421748237722-59382.post@n7.nabble.com>

Is it possible to post image for ticket customfield via rest?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Uploading-image-to-Image-CustomField-via-REST-tp59382.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From vladimir.nikolic at amis.net  Tue Jan 20 08:42:37 2015
From: vladimir.nikolic at amis.net (Vladimir Nikolic)
Date: Tue, 20 Jan 2015 14:42:37 +0100
Subject: [rt-users] RT 4.2.9 Simple Search, Subject LIKE instead of Id =
In-Reply-To: <54BE58D8.9080504@amis.si>
References: <54BE58D8.9080504@amis.si>
Message-ID: <54BE5B4D.1090008@amis.net>

On 20. 01. 2015 02:41, Alex Vandiver wrote:
> On Mon, 19 Jan 2015 22:50:07 +0100 Vladimir Nikolic
> <vladimir.nikolic at amis.net> wrote:
>> Hello,
>>
>> after upgrade to 4.2.9 (from 4.2.2), we noticed that Simple Search by 
>> Ticket id doesn't work.
>> If I enter 783509 in Search box, Edit Search shows sql query:
>>
>> ( Subject LIKE 783502 ) AND (  Status = 'new' OR Status = 'open' OR 
>> Status = 'resolved' OR Status = 'stalled' OR Status = 'rejected' OR 
>> Status = 'deleted' )
> 
> This does not occur on a stock RT 4.2.9.
> 
>> /usr/local/lib/perl5/site_perl/RT/Search/Simple.pm has lines:
>>
>>      # Assume that numbers were actually "default"s if we have other
>>      # limits
>>      if ($limits->{id} and keys %{$limits} > 1) {
>>          my $values = delete $limits->{id};
>>          for my $value (@{$values}) {
>>              $value =~ /(\d+)/ or next;
>>              my ($key, @tsql) = $self->HandleDefault($1);
>>              push @{$limits->{$key}}, @tsql;
>>          }
>>      }
>>
>> which rewrites 'Id =' to 'Subject LIKE'.
> 
> It only does so _if_ there are other limits -- as the comment
> describes.  This is so, in a stock RT, entering ?rt 4? into the search
> box does not attempt to load ticket #4.
> 
> 
> Double-check that you do not have any customizations in this area.  For
> the following command, a stock RT 4.2.9 should return only the ID
> clause:
> 
> perl -I/opt/rt4/lib -MRT=-init -MRT::Search::Simple \
>  -le 'print RT::Search::Simple->new(TicketsObj =>
>         RT::Tickets->new(RT->SystemUser))->QueryToSQL("783502")'
> 
> 
>  - Alex
> 

Hello,
 perl -I/opt/rt4/lib -MRT=-init -MRT::Search::Simple \
  -le 'print RT::Search::Simple->new(TicketsObj =>
         RT::Tickets->new(RT->SystemUser))->QueryToSQL("783502")'

returns ( Id = 783502 ), which is ok.

The problem is that $query consists of ticket id and various states -
new, open, resolved, stalled, rejected and deleted. These are other
limits and because of them search by id doesn't work.

sub QueryToSQL {
    my $self = shift;
    $RT::Logger->error("self $self\n");
    my $query = shift || $self->Argument;
    ...

I don't know from where it gets all these states.

Regards,
Vladimir



From falcone at bestpractical.com  Tue Jan 20 10:26:34 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 20 Jan 2015 10:26:34 -0500
Subject: [rt-users] setting a password for a user
In-Reply-To: <CADeF1XHwHcYRzBycuQNVcNdBATx5ixqm0m_nXKSNm3XVvEX5_w@mail.gmail.com>
References: <CADeF1XGiiv=2g_XWAqv9de8O0ACaZp2zRs4MtV1zjbpwrtAwOg@mail.gmail.com>
 <CAFdkmps+VvZgWtFe3URfyz-Hh3_Pww3ZpQbdsKrzh49WdYLDWQ@mail.gmail.com>
 <CADeF1XErL-8bM6+3opVnogm16Hcn_JjEZqFKNmx02+C-D2wgeg@mail.gmail.com>
 <CADeF1XHwHcYRzBycuQNVcNdBATx5ixqm0m_nXKSNm3XVvEX5_w@mail.gmail.com>
Message-ID: <20150120152634.GA2838@jibsheet.com>

On Fri, Jan 16, 2015 at 02:56:42PM -0500, Boris Epstein wrote:
> I guess the question still remains, what is the rational behind me being unable
> to do so just as a user with admin privileges.

RT requires an admin password to change another password so that
nobody can trick you into clicking on a link that would change (say
root's) password.  This was further mitigated by CSRF protections, but
still seems like a reasonable security precaution.

RT does not know your password when you use RT-Authen-ExternalAuth,
thus it cannot require you to enter it.

RT-Authen-ExternalAuth could be extended to make that additional query
and support it, however, that's nontrivial development and not
currently planned.  If it's something you require, patches are
welcome, or I'm happy to put you in touch with sales.

-kevin

>             Here is a discussion I found on the topic:
> 
>             [5]http://www.gossamer-threads.com/lists/rt/users/99177
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From falcone at bestpractical.com  Tue Jan 20 10:29:41 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 20 Jan 2015 10:29:41 -0500
Subject: [rt-users] MoreAboutRequestorTicketList is ignored
In-Reply-To: <1421739772864-59380.post@n7.nabble.com>
References: <1421739772864-59380.post@n7.nabble.com>
Message-ID: <20150120152941.GB2838@jibsheet.com>

On Tue, Jan 20, 2015 at 12:42:52AM -0700, darthPaal wrote:
> Hello, I am running RT 4.2.9 and want to view all tickets in the 'More about
> the requestors' section. I have added the following line in my
> RT_SiteConfig.pm file:
> 
> Set($MoreAboutRequestorTicketList, "All");
> 
> but the setting is ignored, its stil only active tickets that are listed.
> Any thoughts?

Please report this to the bugtracker.

http://bestpractical.com/rt/issues.html

-kevin
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From Daniel.Schwager at dtnet.de  Tue Jan 20 10:45:36 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Tue, 20 Jan 2015 15:45:36 +0000
Subject: [rt-users] CurrentUserEmail in search - better way instead copying
 Tickets_Local.pm
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D2A2A3@exchange2.dtnet.de>

Hi,

I would like to create a search finding all my requested tickets 
without using my hard-coded email-adr.
 
Therefore, I overlayed Tickets.pm with Tickets_Local.pm, removing the "use ..."
and adding one line of code like described in http://requesttracker.wikia.com/wiki/CurrentUserEmail.

	/opt/rt4/local/lib/RT/Tickets_Local.pm:2978
	+ $value = $self->CurrentUser->EmailAddress if $value eq '__CurrentUserEmail__';

Now, it's possible execute a search-query like 
	Requestor.EmailAddress = '__CurrentUserEmail__' AND Status = 'open'


Question: Is there a way not to copy the whole Tickets.pm but just 
the relevant code snippet using callbacks/overaying/.... 

I tried to just copy _parser() method - but perl cannot find 
variables from the base class Tickets.pm like FIELD_METADATA or %dispatch ..

Is there a smoother way to implement this feature?

regards
Danny
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From mc at unistra.fr  Tue Jan 20 10:40:07 2015
From: mc at unistra.fr (Marc Chantreux)
Date: Tue, 20 Jan 2015 16:40:07 +0100
Subject: [rt-users] is Disable 2 a typo?
Message-ID: <20150120154007.GA4033@ramirez.u-strasbg.fr>

hello, 

in the etc/initialdata sample from the rt distrib, i can read

@Queues = ({ Name              => 'General',                                  
             Description       => 'The default queue',                        
             CorrespondAddress => "",                                         
             CommentAddress    => "", },                                      
           { Name        => '___Approvals',                                   
             Lifecycle   => 'approvals',                                      
             Description => 'A system-internal queue for the approvals system',
             Disabled    => 2, } ); 

But there is only 2 documented values (by documented, i meant
https://bestpractical.com/docs/rt/latest/RT/Queue.html#SetDisabled). 

so my question is: is there a point to use different values that the documented ones? what is it? 

regards.
-- 
Marc Chantreux,
Mes coordonn?es: http://annuaire.unistra.fr/chercher?n=chantreux
Direction Informatique, Universit? de Strasbourg (http://unistra.fr) 
"Don't believe everything you read on the Internet"
    -- Abraham Lincoln


From falcone at bestpractical.com  Tue Jan 20 11:27:04 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 20 Jan 2015 11:27:04 -0500
Subject: [rt-users] is Disable 2 a typo?
In-Reply-To: <20150120154007.GA4033@ramirez.u-strasbg.fr>
References: <20150120154007.GA4033@ramirez.u-strasbg.fr>
Message-ID: <20150120162704.GC2838@jibsheet.com>

On Tue, Jan 20, 2015 at 04:40:07PM +0100, Marc Chantreux wrote:
> 
> so my question is: is there a point to use different values that the documented ones? what is it? 

___Approvals is a very special queue, so it gets a special Disabled
value.  It's there to stop people breaking it by accident (something
which happened quite frequently in 4.0 and earlier).

Not a typo.

-kevin
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From falcone at bestpractical.com  Tue Jan 20 11:30:06 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 20 Jan 2015 11:30:06 -0500
Subject: [rt-users] CurrentUserEmail in search - better way instead
 copying Tickets_Local.pm
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20D2A2A3@exchange2.dtnet.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D2A2A3@exchange2.dtnet.de>
Message-ID: <20150120163006.GD2838@jibsheet.com>

On Tue, Jan 20, 2015 at 03:45:36PM +0000, Daniel Schwager wrote:
> I would like to create a search finding all my requested tickets 
> without using my hard-coded email-adr.

Does
Requestor = '__CurrentUser__'
not work?

> Therefore, I overlayed Tickets.pm with Tickets_Local.pm, removing the "use ..."
> and adding one line of code like described in http://requesttracker.wikia.com/wiki/CurrentUserEmail.

I can't see how that code has ever been useful.  Page should probably
be deleted.

> Question: Is there a way not to copy the whole Tickets.pm but just 
> the relevant code snippet using callbacks/overaying/.... 
> 
> I tried to just copy _parser() method - but perl cannot find 
> variables from the base class Tickets.pm like FIELD_METADATA or %dispatch ..

I suspect you failed to add package RT::Tickets; to the top of your
Tickets_Local.pm (those variables are marked our so should be fine to
use).

-kevin
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From mc at unistra.fr  Tue Jan 20 11:46:39 2015
From: mc at unistra.fr (Marc Chantreux)
Date: Tue, 20 Jan 2015 17:46:39 +0100
Subject: [rt-users] is Disable 2 a typo?
In-Reply-To: <20150120162704.GC2838@jibsheet.com>
References: <20150120154007.GA4033@ramirez.u-strasbg.fr>
 <20150120162704.GC2838@jibsheet.com>
Message-ID: <20150120164639.GA8163@ramirez.u-strasbg.fr>

On Tue, Jan 20, 2015 at 11:27:04AM -0500, Kevin Falcone wrote:
> ___Approvals is a very special queue, so it gets a special Disabled
> value.  It's there to stop people breaking it by accident (something
> which happened quite frequently in 4.0 and earlier). 

thanks for answering, Kevin

-- 
Marc Chantreux,
Mes coordonn?es: http://annuaire.unistra.fr/chercher?n=chantreux
Direction Informatique, Universit? de Strasbourg (http://unistra.fr) 
"Don't believe everything you read on the Internet"
    -- Abraham Lincoln


From Daniel.Schwager at dtnet.de  Tue Jan 20 11:57:31 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Tue, 20 Jan 2015 16:57:31 +0000
Subject: [rt-users] CurrentUserEmail in search - better way instead
 copying Tickets_Local.pm
In-Reply-To: <20150120163006.GD2838@jibsheet.com>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D2A2A3@exchange2.dtnet.de>
 <20150120163006.GD2838@jibsheet.com>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D2A9E3@exchange2.dtnet.de>

Hi Kevin,

> Does
>      Requestor = '__CurrentUser__'
> not work?

Oh - yes, this works!! I didn't know about this "Requestor" keyword. Great! Thank!

> > I tried to just copy _parser() method - but perl cannot find
> > variables from the base class Tickets.pm like FIELD_METADATA or %dispatch ..
> 
> I suspect you failed to add package RT::Tickets; to the top of your
> Tickets_Local.pm (those variables are marked our so should be fine to
> use).

I added "package RT::Tickets" - but doesn't matter. I will use your suggested solution!

Thanks
Danny
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From mrojas at tekprovider.net  Tue Jan 20 14:12:41 2015
From: mrojas at tekprovider.net (Marisol Rojas)
Date: Tue, 20 Jan 2015 13:12:41 -0600
Subject: [rt-users] Linking options default custom fields with fields
Message-ID: <000f01d034e5$104c85f0$30e591d0$@tekprovider.net>

good afternoon

I write because I like to know how to flirt options for a custom field to
field in the interface queue creating a new ticket (if applicable).

Thanks in advance, greetings !!

 

 

 

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From Daniel.Schwager at dtnet.de  Tue Jan 20 15:35:04 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Tue, 20 Jan 2015 20:35:04 +0000
Subject: [rt-users] Grant right to a special CF dependet on a specific queue
	?
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D2B8EE@exchange2.dtnet.de>

Hi,

in short: Is it possible to grant SeeCustomField-rights for one CF dependent on a queue ?

Long: We have some (external, customer) privileged users working with their queue.
Also, we have a ticket CF named "Summary". In their queue, the users are able to see/modify this CF.

Beside of this, our privileged user can also create tickets in other internal queues. 
I grant them the ShowTicket-right. Fine.

But they have also access/see the Summary-CF from tickets located in our internal queue - this is not fine.

Is it possible (for CF Summary) to
- grant SeeCustomField-right to our privileged users concerning tickets located in their queue but
- not grant SeeCustomField-right to tickets located in other queues?

regards
Danny
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From Bernhard.Eierschmalz at scheppach.com  Wed Jan 21 01:47:48 2015
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Wed, 21 Jan 2015 06:47:48 +0000
Subject: [rt-users] about signatures
Message-ID: <97344147CBA1644584462D6D81C43CE48FCB98A8@svex.scheppach.local>

Hello,

I have 2 questions about signatures.


1.       For our "non-request-tracker"-mails I have a HTML-Template, to standardize all our outgoing email signatures (on the email server runs a program that attaches the template with filled in parameters for name phone number etc. to every email)
is it possible to use a HTML-Template like this also for emails sent through request tracker? (the problem is, the software only sees one email address for each queue, so I need to generate the signature directly in RT.



2.       In the moment our signatures are attached under the quoted text; many customers complain about this. Is it possible to place the signature between message and quoted text?


By the way: we use RT 4.2.8



Best regards,
Bernhard
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From Daniel.Schwager at dtnet.de  Wed Jan 21 04:22:23 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Wed, 21 Jan 2015 09:22:23 +0000
Subject: [rt-users] T-Extension-CustomField-HideEmptyValues does not work
 with mobile theme
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D2F3AA@exchange2.dtnet.de>

Hi Alex,

your plugin (1) does not work with RT 4.2.9 and mobile theme (from my android). All fields will be shown.

regards
Danny

(1) RT-Extension-CustomField-HideEmptyValues-1.00 - 
    http://search.cpan.org/~alexmv/RT-Extension-CustomField-HideEmptyValues-1.00/
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From gentgeen at wikiak.org  Wed Jan 21 10:07:15 2015
From: gentgeen at wikiak.org (Kevin Squire)
Date: Wed, 21 Jan 2015 10:07:15 -0500
Subject: [rt-users] Scrip for adding to the custom field based on another CF
Message-ID: <CAHBx-10kBFH7gKrPFBKOFAiF5Cy71=W0x8p=-j=XgVmxAMKObg@mail.gmail.com>

I have a scrip currently that checks for status change from X--> Y and if
true, adds an entry to the Custom Field "RMA Num".  It adds our RMA number,
which is really just "RMA-$RT_Ticket_Number"

They have asked me to change the number based on another CF "RMA TYPE".  If
the RMA type = "Student Withdrawl" they want the RMA number to be appended
with "WD"


My perl skills are limited to copy/paste and tweaking existing.... so I
would like a little bit of help with my If/Then statement.  The idea being:

IF CustomField{RMA Type} = Student Withdrawl
THEN $Append = "-WD"
ELSE $Append = ""

Then in the current line (below)
             my $Value = "RMA-" . $Num ;

would be changed to
      my $Value = "RMA-" . $Num . $Append ;





*Custom action preparation code:*

# Define the Custom Field to Act on
my $CFName = "RMA Num";

#Get the RT Ticket Number
my $Num = $self->TicketObj->id();

# Define the desired value for the CF
my $Value = "RMA-" . $Num ;

$self->TicketObj->AddCustomFieldValue( Field => $CFName, Value => $Value );

return 1;




-- 
http://www.wikiak.org

#############################################################
 Associate yourself with men of good quality if you esteem
 your own reputation; for 'tis better to be alone then in bad
 company.        - George Washington, Rules of Civility
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From leandrogs99 at gmail.com  Wed Jan 21 10:34:57 2015
From: leandrogs99 at gmail.com (leandro.gs)
Date: Wed, 21 Jan 2015 08:34:57 -0700 (MST)
Subject: [rt-users] Postfix can not send email
Message-ID: <1421854497996-59397.post@n7.nabble.com>

Hey! I have seen a lot of questions about this, but none of the answers
helped me with this issue. Here's the problem, I have an external dedicated
email server and I'm using fetchmail to get this emails so RT can proccess
it. RT can send email notifications to the users and I'm trying to do so
using postfix. Here follows my main.cf file:



When I monitor the maillog, I can see that the notifications are sent from
the correct mail, but the destination keep going wrong
(root at correio.incaper.es.gov.br) does anyone know how to sent the emails to
the requestors, Cc and AdminCc?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Postfix-can-not-send-email-tp59397.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From rwhalen at advanceweb.com  Wed Jan 21 12:11:57 2015
From: rwhalen at advanceweb.com (Ryan Whalen)
Date: Wed, 21 Jan 2015 12:11:57 -0500
Subject: [rt-users] Assets - export or show list with custom fields
Message-ID: <CALX4Q5rAeT7PbORcgWoH0HVTiUEz5kbkmNCigH=31i-vFL4Z6w@mail.gmail.com>

Hello,

Is there a way to export the assets in a catalog to a csv file? If not, is
there a way to display specified custom fields in the search results? Or
see a list of assets with more information than Name, Description, Status,
and Owner?

I didn't see an assets-specific mailing list, please let me know if there
is a more appropriate place for this question.

Thanks,
Ryan
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From lstewart at iweb.com  Wed Jan 21 13:43:33 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Wed, 21 Jan 2015 10:43:33 -0800
Subject: [rt-users] Scrip for adding to the custom field based on
	another CF
In-Reply-To: <CAHBx-10kBFH7gKrPFBKOFAiF5Cy71=W0x8p=-j=XgVmxAMKObg@mail.gmail.com>
References: <CAHBx-10kBFH7gKrPFBKOFAiF5Cy71=W0x8p=-j=XgVmxAMKObg@mail.gmail.com>
Message-ID: <94677E92-B62E-4C2D-B097-B2087289AAC7@iweb.com>

On Jan 21, 2015, at 7:07 AM, Kevin Squire <gentgeen at wikiak.org> wrote:
> 
> 
> I have a scrip currently that checks for status change from X--> Y and if true, adds an entry to the Custom Field "RMA Num".  It adds our RMA number, which is really just "RMA-$RT_Ticket_Number"
> 
> They have asked me to change the number based on another CF "RMA TYPE".  If the RMA type = "Student Withdrawl" they want the RMA number to be appended with "WD"
> 
> 
> My perl skills are limited to copy/paste and tweaking existing.... so I would like a little bit of help with my If/Then statement.  The idea being:
> 
> IF CustomField{RMA Type} = Student Withdrawl
> THEN $Append = "-WD"
> ELSE $Append = ""
> 
> Then in the current line (below)
>              my $Value = "RMA-" . $Num ;
> 
> would be changed to
>       my $Value = "RMA-" . $Num . $Append ;

This can be done with one ternary operator:
my $value = $self->TicketObj->FirstCustomFieldValue('RMA Type') eq 'Student Withdrawl' ? "RMA-" . $Num : "RMA-" . $Num . $Append;

Some notes:
- The condition here is:  $self->TicketObj->FirstCustomFieldValue('RMA Type') eq 'Student Withdrawl'
- If the condition is true then $value will equal what's between the ? and the : (colon)
- If the condition is false then $value will equal what's between the : and the ; (semi-colon)

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

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From alexmv at bestpractical.com  Wed Jan 21 13:48:43 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 21 Jan 2015 13:48:43 -0500
Subject: [rt-users] T-Extension-CustomField-HideEmptyValues does not
 work with mobile theme
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20D2F3AA@exchange2.dtnet.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D2F3AA@exchange2.dtnet.de>
Message-ID: <20150121134843.4bfdff12@umgah.localdomain>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Wed, 21 Jan 2015 09:22:23 +0000 Daniel Schwager
<Daniel.Schwager at dtnet.de> wrote:
> your plugin (1) does not work with RT 4.2.9 and mobile theme (from my
> android). All fields will be shown.

The right place to report bugs in the extension, as the page you linked
explains, is via the rt.cpan.org queue.

Regardless, version 1.10 is on its way to CPAN now, which resolves the
issue.  Due to a bug in RT, the "Custom Fields" box may still be
displayed even if there are no CFs to display.  I expect 4.2.10 to
address that issue.
 - Alex
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From alexmv at bestpractical.com  Wed Jan 21 13:53:19 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 21 Jan 2015 13:53:19 -0500
Subject: [rt-users] Assets - export or show list with custom fields
In-Reply-To: <CALX4Q5rAeT7PbORcgWoH0HVTiUEz5kbkmNCigH=31i-vFL4Z6w@mail.gmail.com>
References: <CALX4Q5rAeT7PbORcgWoH0HVTiUEz5kbkmNCigH=31i-vFL4Z6w@mail.gmail.com>
Message-ID: <20150121135319.0447ed3f@umgah.localdomain>

On Wed, 21 Jan 2015 12:11:57 -0500 Ryan Whalen <rwhalen at advanceweb.com>
wrote:
> Hello,
> 
> Is there a way to export the assets in a catalog to a csv file?

Assets 1.01 added a CSV export.

> If not, is there a way to display specified custom fields in the
> search results? Or see a list of assets with more information than
> Name, Description, Status, and Owner?

http://bestpractical.com/docs/assets/latest/Assets_Config.html#AssetSearchFormat

 - Alex


From alex at peters.net  Wed Jan 21 16:32:49 2015
From: alex at peters.net (Alex Peters)
Date: Wed, 21 Jan 2015 21:32:49 +0000
Subject: [rt-users] Postfix can not send email
References: <1421854497996-59397.post@n7.nabble.com>
Message-ID: <CAFdkmpuas0fpb7-BwW4sBT7YTqjYJ1E+jR4s7DryFrWWsBTP+Q@mail.gmail.com>

What do RT's debug logs show when an email is generated?

On Thu, 22 Jan 2015 2:39 am leandro.gs <leandrogs99 at gmail.com> wrote:

> Hey! I have seen a lot of questions about this, but none of the answers
> helped me with this issue. Here's the problem, I have an external dedicated
> email server and I'm using fetchmail to get this emails so RT can proccess
> it. RT can send email notifications to the users and I'm trying to do so
> using postfix. Here follows my main.cf file:
>
>
>
> When I monitor the maillog, I can see that the notifications are sent from
> the correct mail, but the destination keep going wrong
> (root at correio.incaper.es.gov.br) does anyone know how to sent the emails
> to
> the requestors, Cc and AdminCc?
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.
> nabble.com/Postfix-can-not-send-email-tp59397.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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From alex at peters.net  Wed Jan 21 16:35:47 2015
From: alex at peters.net (Alex Peters)
Date: Wed, 21 Jan 2015 21:35:47 +0000
Subject: [rt-users] Scrip for adding to the custom field based on
	another CF
References: <CAHBx-10kBFH7gKrPFBKOFAiF5Cy71=W0x8p=-j=XgVmxAMKObg@mail.gmail.com>
Message-ID: <CAFdkmpv08VBEhqi5YNEoX0+eE5pZh_OfddPhv3dOy6FUeiZj+A@mail.gmail.com>

You should move your scrip code from the Prepare box to the Commit box.
Making changes to tickets in the Prepare stage of a transaction can cause
unintended side effects and is not recommended.

On Thu, 22 Jan 2015 2:07 am Kevin Squire <gentgeen at wikiak.org> wrote:

>
> I have a scrip currently that checks for status change from X--> Y and if
> true, adds an entry to the Custom Field "RMA Num".  It adds our RMA number,
> which is really just "RMA-$RT_Ticket_Number"
>
> They have asked me to change the number based on another CF "RMA TYPE".
> If the RMA type = "Student Withdrawl" they want the RMA number to be
> appended with "WD"
>
>
> My perl skills are limited to copy/paste and tweaking existing.... so I
> would like a little bit of help with my If/Then statement.  The idea being:
>
> IF CustomField{RMA Type} = Student Withdrawl
> THEN $Append = "-WD"
> ELSE $Append = ""
>
> Then in the current line (below)
>              my $Value = "RMA-" . $Num ;
>
> would be changed to
>       my $Value = "RMA-" . $Num . $Append ;
>
>
>
>
>
> *Custom action preparation code:*
>
> # Define the Custom Field to Act on
> my $CFName = "RMA Num";
>
> #Get the RT Ticket Number
> my $Num = $self->TicketObj->id();
>
> # Define the desired value for the CF
> my $Value = "RMA-" . $Num ;
>
> $self->TicketObj->AddCustomFieldValue( Field => $CFName, Value => $Value );
>
> return 1;
>
>
>
>
> --
> http://www.wikiak.org
>
> #############################################################
>  Associate yourself with men of good quality if you esteem
>  your own reputation; for 'tis better to be alone then in bad
>  company.        - George Washington, Rules of Civility
>
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From gentgeen at wikiak.org  Wed Jan 21 17:16:02 2015
From: gentgeen at wikiak.org (Kevin Squire)
Date: Wed, 21 Jan 2015 17:16:02 -0500
Subject: [rt-users] Scrip for adding to the custom field based on
 another CF
In-Reply-To: <CAFdkmpv08VBEhqi5YNEoX0+eE5pZh_OfddPhv3dOy6FUeiZj+A@mail.gmail.com>
References: <CAHBx-10kBFH7gKrPFBKOFAiF5Cy71=W0x8p=-j=XgVmxAMKObg@mail.gmail.com>
 <CAFdkmpv08VBEhqi5YNEoX0+eE5pZh_OfddPhv3dOy6FUeiZj+A@mail.gmail.com>
Message-ID: <20150121171602.0e8ecec9@longshot.localdomain>

I was not aware of this.  

When you say "Commit box", are you referring to the "Custom action
cleanup code" box?



On Wed, 21 Jan 2015 21:35:47 +0000
Alex Peters <alex at peters.net> wrote:

> You should move your scrip code from the Prepare box to the Commit
> box. Making changes to tickets in the Prepare stage of a transaction
> can cause unintended side effects and is not recommended.
> 
-- 
http://www.wikiak.org

#############################################################
 Associate yourself with men of good quality if you esteem    
 your own reputation; for 'tis better to be alone then in bad 
 company.        - George Washington, Rules of Civility


From alex at peters.net  Wed Jan 21 17:20:45 2015
From: alex at peters.net (Alex Peters)
Date: Wed, 21 Jan 2015 22:20:45 +0000
Subject: [rt-users] Scrip for adding to the custom field based on
	another CF
References: <CAHBx-10kBFH7gKrPFBKOFAiF5Cy71=W0x8p=-j=XgVmxAMKObg@mail.gmail.com>
 <CAFdkmpv08VBEhqi5YNEoX0+eE5pZh_OfddPhv3dOy6FUeiZj+A@mail.gmail.com>
 <20150121171602.0e8ecec9@longshot.localdomain>
Message-ID: <CAFdkmpu_n7jPmaEifYSmReJJa-m=tfdKpKCVtymHmsj3htOSgg@mail.gmail.com>

Sorry, yes, that one.

There are some "preview" operations that run the prepare code on the
assumption that nothing will change.  In such circumstances, your custom
field would be set even before someone hits the "Update" button.  It's
always best not to have the Prepare code make any changes.

The "cleanup" box should probably be renamed, since everywhere else it
seems to be known as "commit."  The distinction would be clearer.

The commit code won't run unless the prepare code returns a true value, so
in that box you could write "1;" to ensure that the commit code always runs.

On Thu, 22 Jan 2015 9:16 am Kevin Squire <gentgeen at wikiak.org> wrote:

> I was not aware of this.
>
> When you say "Commit box", are you referring to the "Custom action
> cleanup code" box?
>
>
>
> On Wed, 21 Jan 2015 21:35:47 +0000
> Alex Peters <alex at peters.net> wrote:
>
> > You should move your scrip code from the Prepare box to the Commit
> > box. Making changes to tickets in the Prepare stage of a transaction
> > can cause unintended side effects and is not recommended.
> >
> --
> http://www.wikiak.org
>
> #############################################################
>  Associate yourself with men of good quality if you esteem
>  your own reputation; for 'tis better to be alone then in bad
>  company.        - George Washington, Rules of Civility
>
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From Greg_Hummer at sra.com  Wed Jan 21 18:05:06 2015
From: Greg_Hummer at sra.com (Hummer, Greg)
Date: Wed, 21 Jan 2015 23:05:06 +0000
Subject: [rt-users] Migrating from MySql to Oracle
Message-ID: <CB66DFBFF9CAE1488E6F41C5592EDA5B18D847C9@SRAexMBX03.sra.com>

Hi,

I work at a support desk currently using RT 4.0.6 on a MySQL server and we need to switch to RT 4.2.0 on a Oracle Server for fulltext search among other thing. The database administrators are not very familiar with RT, but they have successfully upgraded 4.0.6 MySQL to 4.2.0 MySQL on a test server.

My question, is there any step by step document, guidance, or video that I can provide to the DBA?s to assist them in the conversion to Oracle?

I was told that RT 4.2 includes utilities such as the RT-Validator, RT-Serializer, and RT-Impoter to assist in this process. I have read though the documentation provided on the BestPractical website, but still cannot verify what directions to give to the DBAs.

>From what I read, this is what I think I know so far:

1. They should take the database for 4.2.0 on the MySQL server and use RT-Validator<https://www.bestpractical.com/docs/rt/4.2/rt-validator.html> to ensure the database is self-consistent.
2. Next they should use RT-Serializer<https://www.bestpractical.com/docs/rt/4.2/rt-serializer.html> to write out the RT database to a disk. During the process of using RT-Serializer, the tech team needs to enable the Clone feature.
3. Finally, they need to use RT-Importer<https://www.bestpractical.com/docs/rt/4.2/rt-importer.html> to import the cloned, serialized database from the disk onto the Oracle Database with RT4.2 already installed.

Follow-up questions:
Are the utilities described above easily found and operated? I have never seen the back end of RT.
How long should the conversion take with a database containing 108,000 tickets?
Are there any errors or issues that I should keep an eye out for when the DBAs do the conversion?

I am sorry if this is a basic question, I am not knowledgeable about database administration and migrations.

I am looking for any assistance I can get.

Thanks you for your time.

Sincerely,
Greg
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From gentgeen at wikiak.org  Wed Jan 21 19:30:02 2015
From: gentgeen at wikiak.org (Kevin Squire)
Date: Wed, 21 Jan 2015 19:30:02 -0500
Subject: [rt-users] Scrip for adding to the custom field based on
	another CF
In-Reply-To: <94677E92-B62E-4C2D-B097-B2087289AAC7@iweb.com>
References: <CAHBx-10kBFH7gKrPFBKOFAiF5Cy71=W0x8p=-j=XgVmxAMKObg@mail.gmail.com>
 <94677E92-B62E-4C2D-B097-B2087289AAC7@iweb.com>
Message-ID: <CAHBx-106EBC-JYCC6YXb2jocsr+3F1FGSRQaciDxLi9U3L62Qw@mail.gmail.com>

Such an elegant solution - thank you.


> This can be done with one ternary operator:
> my $value = $self->TicketObj->FirstCustomFieldValue('RMA Type') eq
> 'Student Withdrawl' ? "RMA-" . $Num : "RMA-" . $Num . $Append;
>
> Some notes:
> - The condition here is:  $self->TicketObj->FirstCustomFieldValue('RMA
> Type') eq 'Student Withdrawl'
> - If the condition is true then $value will equal what's between the ? and
> the : (colon)
> - If the condition is false then $value will equal what's between the :
> and the ; (semi-colon)
>
>
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From leandrogs99 at gmail.com  Thu Jan 22 05:19:37 2015
From: leandrogs99 at gmail.com (leandro.gs)
Date: Thu, 22 Jan 2015 03:19:37 -0700 (MST)
Subject: [rt-users] Postfix can not send email
In-Reply-To: <CAFdkmpuas0fpb7-BwW4sBT7YTqjYJ1E+jR4s7DryFrWWsBTP+Q@mail.gmail.com>
References: <1421854497996-59397.post@n7.nabble.com>
 <CAFdkmpuas0fpb7-BwW4sBT7YTqjYJ1E+jR4s7DryFrWWsBTP+Q@mail.gmail.com>
Message-ID: <1421921977975-59410.post@n7.nabble.com>

If I try to open a Ticket by email, I can get the autoreply mail, but if I
try to change the status of my ticket, this is what I got:

In the /var/log/maillog:



Looking in /opt/rt4/var/log/rt.log I get nothing about email, only some
debug info from RTx-Calendar.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Postfix-can-not-send-email-tp59397p59410.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From vegard.vesterheim at uninett.no  Thu Jan 22 05:25:28 2015
From: vegard.vesterheim at uninett.no (Vegard Vesterheim)
Date: Thu, 22 Jan 2015 11:25:28 +0100
Subject: [rt-users] Report for original queue count
In-Reply-To: <05D3F037-F407-4E3D-9E39-346597050D2F@gmail.com> (Hamilton
 T. Preston's message of "Tue, 6 Jan 2015 14:36:32 -0500")
References: <05D3F037-F407-4E3D-9E39-346597050D2F@gmail.com>
Message-ID: <1sk30fqfhj.fsf@voll2.uninett.no>

On Tue, 6 Jan 2015 14:36:32 -0500 "Hamilton T. Preston" <hamiltontpreston at gmail.com> wrote:

> How would I write a report to count the number of tickets created in a
> queue? Many of our tickets are moved to other queues and I don't know
> how to get counts on the original queue the ticket was created in.

I am tasked with a similar problem. My approach is to search for
Transactions where the Queue Field has been changed, something like
this:

----- snip - snip -------------------------------------------------
my $queuename = 'myqueue';
CleanEnv();
RT::LoadConfig();
RT::Init();
my $user = RT->SystemUser;
my $queue = new RT::Queue($user);
$queue->Load($queuename);

my $objs = RT::Transactions->new( $user );

$objs->Limit( FIELD => 'ObjectType', VALUE => "RT::Ticket", ENTRYAGGREGATOR => 'AND');
$objs->Limit( FIELD => 'Field',      VALUE => "Queue",      ENTRYAGGREGATOR => 'AND' );
$objs->Limit( FIELD => 'OldValue',   VALUE => $queue->Id,   ENTRYAGGREGATOR => 'AND' );
$objs->OrderBy( FIELD => 'Created');
my $ticket = RT::Ticket->new($user);
while (my $t = $objs->Next) {
    $ticket->Load ($t->ObjectId);
}

----- snip - snip -------------------------------------------------

This is a sledgehammer approach, I know. If you have a many
tickets/transactions, the query could take a long time. 

In my case I want to restrict the search to a given timeperiod, aka: "How
many tickets where moved out of queue <foo> yesterday")

Hope this helps.

 - Vegard V -


From jwitts at queenmargarets.com  Thu Jan 22 05:26:24 2015
From: jwitts at queenmargarets.com (Jon Witts)
Date: Thu, 22 Jan 2015 10:26:24 +0000
Subject: [rt-users] AllowUserAutocompleteForUnprivileged only works for
	first email
Message-ID: <666A663D6FC1A341A7DC24F236265B418BAD98D1@JUPITER.qms.n-yorks.sch.uk>

Hi all,

I have enabled the "AllowUserAutocompleteForUnprivileged" setting in our RT_SiteConfig.pm (RT version 4.2.3) and our unprivileged users now get an autocomplete when they are typing CC addresses into the self-service tickets. However, unlike the privileged users interface, when you enter a comma after the first CC address and start typing a second self-service does not autocomplete for the second and subsequent email addresses. In the main RT interface the behaviour is as expected.

Is there an additional config setting I need, or is this a bug in the Self Service interface?

Many thanks,
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 sven.sternberger at desy.de  Thu Jan 22 05:41:59 2015
From: sven.sternberger at desy.de (Sternberger, Sven)
Date: Thu, 22 Jan 2015 11:41:59 +0100 (CET)
Subject: [rt-users] RT filter for outgoing mail
Message-ID: <1642217506.59729.1421923319302.JavaMail.zimbra@desy.de>

Hello!

we migrated from 3.8.7 to 4.2.9 and see that the way RT handles
email adresses from queues changed. 

In 3.8.7 a a mail address was removed when there was match with the
RTAddressRegexp or the the address was configured in the
queue.

This still happen in 4.2.9 but now the outgoing mail
is also filtered. But we configured our mail system
especially to handle mails from one queue to another,
so we don't want this filter

So is it okay to create a file SendEmail_Local.pm and remove these lines

    $self->RecipientFilter(
        Callback => sub {
            return unless RT::EmailParser->IsRTAddress( $_[0] );
            return "$_[0] appears to point to this RT instance. Skipping";
        },
        All => 1,
    );


regards!

Sven

Sven Sternberger
System Engineer
Tel.: 040/8998-4397
DESY IT


From alex at peters.net  Thu Jan 22 07:48:43 2015
From: alex at peters.net (Alex Peters)
Date: Thu, 22 Jan 2015 23:48:43 +1100
Subject: [rt-users] Postfix can not send email
In-Reply-To: <1421921977975-59410.post@n7.nabble.com>
References: <1421854497996-59397.post@n7.nabble.com>
 <CAFdkmpuas0fpb7-BwW4sBT7YTqjYJ1E+jR4s7DryFrWWsBTP+Q@mail.gmail.com>
 <1421921977975-59410.post@n7.nabble.com>
Message-ID: <CAFdkmpu1xfZnOd4U7zJtZSK2_GhmLwowAPFdRaqxp1MGn4UHLw@mail.gmail.com>

When I send mail through my RT installation with RT's debug logging
enabled, I get a dump of several email headers, including To, CC and BCC
headers.  As far as I can tell, I've only had to define one RT_SiteConfig
setting:

Set($LogToFile, 'debug');

Can you please confirm that you're getting "[debug]" lines in your RT log?

The purpose of this is to see what headers RT is actually outputting, and
hence determine whether this is an RT issue or a Postfix issue.

On 22 January 2015 at 21:19, leandro.gs <leandrogs99 at gmail.com> wrote:

> If I try to open a Ticket by email, I can get the autoreply mail, but if I
> try to change the status of my ticket, this is what I got:
>
> In the /var/log/maillog:
>
>
>
> Looking in /opt/rt4/var/log/rt.log I get nothing about email, only some
> debug info from RTx-Calendar.
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Postfix-can-not-send-email-tp59397p59410.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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From borepstein at gmail.com  Thu Jan 22 12:45:30 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Thu, 22 Jan 2015 12:45:30 -0500
Subject: [rt-users] comprehensive report extraction
Message-ID: <CADeF1XHf8vX=ZWA0L+e+BNJ9GqnGT2iV39kijkbEcgpQ1VRv6g@mail.gmail.com>

Hello listmates,

I need to extract pretty much all the fields from my RT 4.2 DB - everything
pertaining to the tickets handled. Is there a script or web form that does
it? I have written a script that extracts some of them - but traversing the
data structures feels painful, so if a utility of this kind exists already
that would save me some time and effort.

Thanks.

Boris.
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From falcone at bestpractical.com  Thu Jan 22 16:34:50 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 22 Jan 2015 16:34:50 -0500
Subject: [rt-users] Report for original queue count
In-Reply-To: <1sk30fqfhj.fsf@voll2.uninett.no>
References: <05D3F037-F407-4E3D-9E39-346597050D2F@gmail.com>
 <1sk30fqfhj.fsf@voll2.uninett.no>
Message-ID: <20150122213450.GA8904@jibsheet.com>

On Thu, Jan 22, 2015 at 11:25:28AM +0100, Vegard Vesterheim wrote:
> my $ticket = RT::Ticket->new($user);
> while (my $t = $objs->Next) {
>     $ticket->Load ($t->ObjectId);
> }

You may appreciate my $ticket = $t->Object as a shortcut

> This is a sledgehammer approach, I know. If you have a many
> tickets/transactions, the query could take a long time. 

You may benefit from additional indexes, if this is something you do
frequently (or the database slow query logs tell you when you hit
that).

> In my case I want to restrict the search to a given timeperiod, aka: "How
> many tickets where moved out of queue <foo> yesterday")

It wasn't clear from your code if you know how to do that in the
query, or if you're just stopping the iteration when you get far
enough back.

-kevin
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From falcone at bestpractical.com  Thu Jan 22 16:38:33 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 22 Jan 2015 16:38:33 -0500
Subject: [rt-users] Postfix can not send email
In-Reply-To: <1421854497996-59397.post@n7.nabble.com>
References: <1421854497996-59397.post@n7.nabble.com>
Message-ID: <20150122213833.GB8904@jibsheet.com>

On Wed, Jan 21, 2015 at 08:34:57AM -0700, leandro.gs wrote:
> Hey! I have seen a lot of questions about this, but none of the answers
> helped me with this issue. Here's the problem, I have an external dedicated
> email server and I'm using fetchmail to get this emails so RT can proccess
> it. RT can send email notifications to the users and I'm trying to do so
> using postfix. Here follows my main.cf file:

You should be aware that however you're posting to the list isn't
working properly (most likely a bug in nabble which you should report
to them).

http://www.gossamer-threads.com/lists/rt/users/126748

For those of us who read the mailing list, it means we cannot help you
without significant work.

-kevin
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From falcone at bestpractical.com  Thu Jan 22 16:43:03 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 22 Jan 2015 16:43:03 -0500
Subject: [rt-users] Migrating from MySql to Oracle
In-Reply-To: <CB66DFBFF9CAE1488E6F41C5592EDA5B18D847C9@SRAexMBX03.sra.com>
References: <CB66DFBFF9CAE1488E6F41C5592EDA5B18D847C9@SRAexMBX03.sra.com>
Message-ID: <20150122214303.GC8904@jibsheet.com>

On Wed, Jan 21, 2015 at 11:05:06PM +0000, Hummer, Greg wrote:
> I work at a support desk currently using RT 4.0.6 on a MySQL server and we need
> to switch to RT 4.2.0 on a Oracle Server for fulltext search among other thing.
> The database administrators are not very familiar with RT, but they have
> successfully upgraded 4.0.6 MySQL to 4.2.0 MySQL on a test server.

4.2.0 is from October of 2013, you should be installing 4.2.9

Be aware, 4.2.0 also contains a number of bugs in rt-serializer and
rt-importer, and there are additional fixes which will be included in 
4.2.10.

> My question, is there any step by step document, guidance, or video that I can
> provide to the DBA?s to assist them in the conversion to Oracle?

Not that I'm aware of.

> 1. They should take the database for 4.2.0 on the MySQL server and use [1]
> RT-Validator to ensure the database is self-consistent.
> 
> 2. Next they should use [2] RT-Serializer to write out the RT database to a
> disk. During the process of using RT-Serializer, the tech team needs to enable
> the Clone feature.
> 
> 3. Finally, they need to use [3] RT-Importer to import the cloned, serialized
> database from the disk onto the Oracle Database with RT4.2 already installed.

This is correct

> Are the utilities described above easily found and operated? I have never seen
> the back end of RT.

ls /opt/rt4/sbin

> How long should the conversion take with a database containing 108,000 tickets?

"Depends on your data set"
You will of course be testing this before just going live on Oracle,
use that opportunity to time the conversion.

-kevin
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From falcone at bestpractical.com  Thu Jan 22 16:46:10 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 22 Jan 2015 16:46:10 -0500
Subject: [rt-users] Grant right to a special CF dependet on a specific
 queue ?
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20D2B8EE@exchange2.dtnet.de>
References: <5C4B841CCF894A4CBD8B13E25E2A575F20D2B8EE@exchange2.dtnet.de>
Message-ID: <20150122214610.GD8904@jibsheet.com>

On Tue, Jan 20, 2015 at 08:35:04PM +0000, Daniel Schwager wrote:
> in short: Is it possible to grant SeeCustomField-rights for one CF dependent on a queue ?

Assuming from your description that Summary is applied to TheirQueue
and InternalQueue, you can either grant SeeCustomField at the
CustomField level, which will display that CF in both Queues, or you
can grant SeeCustomField on the whole TheirQueue level, but not on
InternalQueue.  This means they would see every CF Applied to
TheirQueue, and none applied to InternalQueue.

Granting rights at the CF level means you get those rights anywhere
the CF appears.

Granting rights at the Queue level means you get those rights on all
the CFs applied to that Queue.

If you need to do per-CF permissions because you use a lot of CFs, you
will likely need to create two CFs, each named Summary, and apply on
to TheirQueue and one to InternalQueue.  This can be confusing if you
transition tickets between those queues.

-kevin

> Long: We have some (external, customer) privileged users working with their queue.
> Also, we have a ticket CF named "Summary". In their queue, the users are able to see/modify this CF.
> 
> Beside of this, our privileged user can also create tickets in other internal queues. 
> I grant them the ShowTicket-right. Fine.
> 
> But they have also access/see the Summary-CF from tickets located in our internal queue - this is not fine.
> 
> Is it possible (for CF Summary) to
> - grant SeeCustomField-right to our privileged users concerning tickets located in their queue but
> - not grant SeeCustomField-right to tickets located in other queues?
> 
> regards
> Danny


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From falcone at bestpractical.com  Thu Jan 22 16:48:13 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 22 Jan 2015 16:48:13 -0500
Subject: [rt-users] Duplicate ticket detection at OnCreate
In-Reply-To: <CAE+JXUXLFOjSxS4d+wy-FsyJYo18zCTAeC6hOdG4jJjNPPxBFg@mail.gmail.com>
References: <CAE+JXUXLFOjSxS4d+wy-FsyJYo18zCTAeC6hOdG4jJjNPPxBFg@mail.gmail.com>
Message-ID: <20150122214813.GE8904@jibsheet.com>

On Tue, Jan 20, 2015 at 10:49:48AM +1100, Chris Herrmann wrote:
> duplicate tickets on creation? I know there's a Nagios plugin - but these
> aren't Nagios tickets so you don't have a system changing state. In this case
> the emails all have identical subject tags (like SUBJECT: Warning backup
> failure on host(x)); occur within a short time interval but because they're
> generated from a remote system none of them have an RT tag like [myrtsystem #
> 12345].

The Nagios plugin is just merging after the fact based on Subject.
You could do the same thing using your subjects.  Just write a Scrip
which On Create looks for an existing ticket with the Subject and
merges (or calls SetStatus('deleted')).

If you're feeling ambitious, write a MailPlugin that transparently
adds the mail to the existing ticket, or does something else with it.

Heck, you could filter at the mail level using bin/rt to search for
tickets and blackhole mail from getting to RT if you find tickets with
the same subject.

-kevin
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From vegard.vesterheim at uninett.no  Fri Jan 23 02:35:48 2015
From: vegard.vesterheim at uninett.no (Vegard Vesterheim)
Date: Fri, 23 Jan 2015 08:35:48 +0100
Subject: [rt-users] Report for original queue count
In-Reply-To: <20150122213450.GA8904@jibsheet.com> (Kevin Falcone's message of
 "Thu, 22 Jan 2015 16:34:50 -0500")
References: <05D3F037-F407-4E3D-9E39-346597050D2F@gmail.com>
 <1sk30fqfhj.fsf@voll2.uninett.no> <20150122213450.GA8904@jibsheet.com>
Message-ID: <1sr3umosob.fsf@voll2.uninett.no>

On Thu, 22 Jan 2015 16:34:50 -0500 Kevin Falcone <falcone at bestpractical.com> wrote:

> On Thu, Jan 22, 2015 at 11:25:28AM +0100, Vegard Vesterheim wrote:
>> my $ticket = RT::Ticket->new($user);
>> while (my $t = $objs->Next) {
>>     $ticket->Load ($t->ObjectId);
>> }
>
> You may appreciate my $ticket = $t->Object as a shortcut

Ah, much preferred, thanks for the tip.

>> This is a sledgehammer approach, I know. If you have a many
>> tickets/transactions, the query could take a long time. 
>
> You may benefit from additional indexes, if this is something you do
> frequently (or the database slow query logs tell you when you hit
> that).

Yup. In my case this isn't a problem, but it might be for others.

>> In my case I want to restrict the search to a given timeperiod, aka: "How
>> many tickets where moved out of queue <foo> yesterday")
>
> It wasn't clear from your code if you know how to do that in the
> query, or if you're just stopping the iteration when you get far
> enough back.

In my own version of the script, I have additional code for limiting
against 'Created'. The original poster did not seem to have similar
requirements, so I left that out from the example.

 - Vegard V -



From vegard.vesterheim at uninett.no  Fri Jan 23 02:52:16 2015
From: vegard.vesterheim at uninett.no (Vegard Vesterheim)
Date: Fri, 23 Jan 2015 08:52:16 +0100
Subject: [rt-users] Duplicate ticket detection at OnCreate
In-Reply-To: <20150122214813.GE8904@jibsheet.com> (Kevin Falcone's message of
 "Thu, 22 Jan 2015 16:48:13 -0500")
References: <CAE+JXUXLFOjSxS4d+wy-FsyJYo18zCTAeC6hOdG4jJjNPPxBFg@mail.gmail.com>
 <20150122214813.GE8904@jibsheet.com>
Message-ID: <1smw5aorwv.fsf@voll2.uninett.no>

On Thu, 22 Jan 2015 16:48:13 -0500 Kevin Falcone <falcone at bestpractical.com> wrote:

> Heck, you could filter at the mail level using bin/rt to search for
> tickets and blackhole mail from getting to RT if you find tickets with
> the same subject.

Yes, we do exactly that for a similar case, it works nicely. 

We use procmail to pipe the mail message through a script that calls
bin/rt looking for existing ticket with similar subjects. In our case
we want to merge the new message into the existing ticket, so we simply
alter the Subject header adding the RT ticket number, something like this:

my $rt_cli = '/usr/local/bin/rt';
my $timeout_cmd = '/usr/bin/timeout';

my $ticket_response = `$timeout_cmd 5 $rt_cli ls -i -t ticket "Subject like whatever-you-like"`;
if (my ($ticket) = $ticket_response =~ m!^ticket/(\d+)\s*!) {
      printf STDERR "Found existing RT-ticket $ticket\n" if $debug;
      $in_subject .= " [example.org #${ticket}]";
}

You could, of course ,skip the message altogether.

 - Vegard V -


From guadagnino.cristiano at creval.it  Fri Jan 23 06:16:35 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Fri, 23 Jan 2015 11:16:35 +0000
Subject: [rt-users] Warning in the articles overview page
Message-ID: <54C22D89.8050408@creval.it>

After upgrading to 4.2.9 *and* a subsequent deep reconfiguration of our groups, queues and group rights, we have this warning whenever we access the article overview page:
________________________________


Setup needed



Before Articles can be used, your RT administrator must create Classes<http://rtbkd.prod.bkd/Admin/Articles/>, apply Article custom fields to them, and grant users rights on the classes and CFs.


An introduction to getting started with articles<http://bestpractical.com/rt/docs/4.2/customizing/articles_introduction.html> is available from Best Practical's online documentation<http://bestpractical.com/rt/docs/4.2/>.

________________________________
I have lost days looking for the problem in our configuration, without finding anyhting wrong. Actually, I can see and edit articles without problems.

What exactly is that triggers this warning?

Thank you in advance
Cris

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From aaronmccormack at outlook.com  Fri Jan 23 15:06:24 2015
From: aaronmccormack at outlook.com (Aaron McCormack)
Date: Fri, 23 Jan 2015 12:06:24 -0800
Subject: [rt-users] Warning in the articles overview page
In-Reply-To: <62FD4DAA-DF3D-4945-8D51-8421051EA711@backblaze.com>
References: <54C22D89.8050408@creval.it>,
 <62FD4DAA-DF3D-4945-8D51-8421051EA711@backblaze.com>
Message-ID: <BLU181-W90CC0FB0482690A5F57B0CDB360@phx.gbl>

Cris, 

Which version did you upgrade from?

Have you created classes?  It sounds like that might be the underlying problem.

Classes are similar to queues for Tickets to organize the articles -- http://bestpractical.com/docs/rt/4.2/customizing/articles_introduction.html#Classes

Aaron







 		 	   		  
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From andrius.kulbis at gmail.com  Sun Jan 25 08:33:45 2015
From: andrius.kulbis at gmail.com (andriusk)
Date: Sun, 25 Jan 2015 06:33:45 -0700 (MST)
Subject: [rt-users] Uploading image to Image CustomField via REST
In-Reply-To: <1421748237722-59382.post@n7.nabble.com>
References: <1421748237722-59382.post@n7.nabble.com>
Message-ID: <1422192825178-59428.post@n7.nabble.com>

Bump



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Uploading-image-to-Image-CustomField-via-REST-tp59382p59428.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From alex at peters.net  Mon Jan 26 00:29:02 2015
From: alex at peters.net (Alex Peters)
Date: Mon, 26 Jan 2015 16:29:02 +1100
Subject: [rt-users] about signatures
In-Reply-To: <97344147CBA1644584462D6D81C43CE48FCB98A8@svex.scheppach.local>
References: <97344147CBA1644584462D6D81C43CE48FCB98A8@svex.scheppach.local>
Message-ID: <CAFdkmpvMCzw1Bhi4KG_Ls2ipufoPM6fGrapV6K0CkQdkj0xOJw@mail.gmail.com>

You can use RT templates to add custom signatures to outgoing mail.  The
template can read details for the user generating the mail, and output them
in any manner that you wish.

First, you would need to ensure that the necessary information is entered
into each user's account (Admin > Users > Select).

Second, you would need to create a template (or modify an existing one) to
call on various elements like:

{ $Transaction->CreatorObj->Name }
{ $Transaction->CreatorObj->WorkPhone }

You might want to include logic to omit the fields (and possibly log an
error to RT's log) if they are empty for a particular user.

Other methods on the CreatorObj are available here:

https://www.bestpractical.com/docs/rt/4.2/RT/User.html

I don't have an easy answer for moving the quoted text beneath the
signature.  As a desperate measure, your template could try to detect the
beginning of quoted text and truncate all content after it.  There might be
a big risk of truncating actual non-quoted content though.


On 21 January 2015 at 17:47, Eierschmalz, Bernhard <
Bernhard.Eierschmalz at scheppach.com> wrote:

>  Hello,
>
>
>
> I have 2 questions about signatures.
>
>
>
> 1.       For our ?non-request-tracker?-mails I have a HTML-Template, to
> standardize all our outgoing email signatures (on the email server runs a
> program that attaches the template with filled in parameters for name phone
> number etc. to every email)
> is it possible to use a HTML-Template like this also for emails sent
> through request tracker? (the problem is, the software only sees one email
> address for each queue, so I need to generate the signature directly in RT.
>
>
>
> 2.       In the moment our signatures are attached under the quoted text;
> many customers complain about this. Is it possible to place the signature
> between message and quoted text?
>
>
>
>
>
> By the way: we use RT 4.2.8
>
>
>
>
>
>
>
> Best regards,
>
> Bernhard
>
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From guadagnino.cristiano at creval.it  Mon Jan 26 02:42:37 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 26 Jan 2015 07:42:37 +0000
Subject: [rt-users] Warning in the articles overview page
In-Reply-To: <BLU181-W90CC0FB0482690A5F57B0CDB360@phx.gbl>
References: <54C22D89.8050408@creval.it>,
 <62FD4DAA-DF3D-4945-8D51-8421051EA711@backblaze.com>
 <BLU181-W90CC0FB0482690A5F57B0CDB360@phx.gbl>
Message-ID: <54C5EFEB.2050702@creval.it>

Hi Aaron.
I upgraded (IIRC) from 4.2.3. And yes, I have a few classes and topics too. We are not new to articles in RT.

Cris


On 23/01/2015 21:06, Aaron McCormack wrote:
Cris,

Which version did you upgrade from?

Have you created classes?  It sounds like that might be the underlying problem.

Classes are similar to queues for Tickets to organize the articles -- http://bestpractical.com/docs/rt/4.2/customizing/articles_introduction.html#Classes

Aaron

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From guadagnino.cristiano at creval.it  Mon Jan 26 06:46:09 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 26 Jan 2015 11:46:09 +0000
Subject: [rt-users] Warning in the articles overview page
In-Reply-To: <54C5EFEB.2050702@creval.it>
References: <54C22D89.8050408@creval.it>,
 <62FD4DAA-DF3D-4945-8D51-8421051EA711@backblaze.com>
 <BLU181-W90CC0FB0482690A5F57B0CDB360@phx.gbl> <54C5EFEB.2050702@creval.it>
Message-ID: <54C62900.9030708@creval.it>

I have found this code, that tests if the warning needs to be shown:

my $Classes = RT::Classes->new( $session{'CurrentUser'} );
$Classes->LimitToEnabled();
$Classes->RowsPerPage(1);
return if $Classes->First;

If I understand correctly, if there is at least one class for which the CurrentUser is enabled, the warning is *not* shown.
However, I see the warning even though I am enabled to see two classes, and I can correctly see/edit/create articles in those classes.

I do not have this problem is my test environment, where I did do the upgrade but I did NOT reconfigure groups and queues like I did in production. So I beleieve the problem is related to some missing permission, but I cannot find any.

Any help?

T.I.A.
Cris



On 26/01/2015 08:42, Guadagnino Cristiano wrote:
Hi Aaron.
I upgraded (IIRC) from 4.2.3. And yes, I have a few classes and topics too. We are not new to articles in RT.

Cris



Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
_______________________________
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristiano at creval.it
www.creval.it<http://www.creval.it>

Il presente messaggio non ? di natura personale ma inviato per esigenze lavorative; l'eventuale messaggio di risposta potr? essere conosciuto anche da altri soggetti diversi dall'originatore di questo messaggio per dette esigenze o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, contiene informazioni da considerarsi strettamente riservate, ed ? destinato esclusivamente al destinatario sopra indicato, il quale ? l'unico autorizzato ad usarlo, copiarlo e, sotto la propria responsabilit?, diffonderlo. Chiunque ricevesse questo messaggio per errore o comunque lo leggesse senza esserne legittimato ? avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a persone diverse dal destinatario ? severamente proibito, ed ? pregato di rinviarlo immediatamente al mittente distruggendone l'originale.

On 23/01/2015 21:06, Aaron McCormack wrote:
Cris,

Which version did you upgrade from?

Have you created classes?  It sounds like that might be the underlying problem.

Classes are similar to queues for Tickets to organize the articles -- http://bestpractical.com/docs/rt/4.2/customizing/articles_introduction.html#Classes

Aaron


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From alexmv at bestpractical.com  Mon Jan 26 11:31:33 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 26 Jan 2015 11:31:33 -0500
Subject: [rt-users] Warning in the articles overview page
In-Reply-To: <54C62900.9030708@creval.it>
References: <54C22D89.8050408@creval.it>
 <62FD4DAA-DF3D-4945-8D51-8421051EA711@backblaze.com>
 <BLU181-W90CC0FB0482690A5F57B0CDB360@phx.gbl>
 <54C5EFEB.2050702@creval.it> <54C62900.9030708@creval.it>
Message-ID: <20150126113133.280c8d87@umgah.localdomain>

On Mon, 26 Jan 2015 11:46:09 +0000 Guadagnino Cristiano
<guadagnino.cristiano at creval.it> wrote:
> I have found this code, that tests if the warning needs to be shown:
> 
> my $Classes = RT::Classes->new( $session{'CurrentUser'} );
> $Classes->LimitToEnabled();
> $Classes->RowsPerPage(1);
> return if $Classes->First;
> 
> If I understand correctly, if there is at least one class for which
> the CurrentUser is enabled, the warning is *not* shown. However, I
> see the warning even though I am enabled to see two classes, and I
> can correctly see/edit/create articles in those classes.
> 
> I do not have this problem is my test environment, where I did do the
> upgrade but I did NOT reconfigure groups and queues like I did in
> production. So I beleieve the problem is related to some missing
> permission, but I cannot find any.

Ah -- I believe I know.  While tickets do their ACL at the database
level by default in 4.2, the same is not true of Articles and Classes.
As such, your user likey does not have permission to see the _first_
enabled class that is returned, which results in the warning message
being shown.

Pushing Class ACLs down into SQL would be one fix (though quite
complex).  The simpler fix is likely to remove the ->RowsPerPage, as
doing a query for all enabled Classes is not, by any means, a large
query for most instances.
 - Alex


From mrojas at tekprovider.net  Mon Jan 26 12:15:21 2015
From: mrojas at tekprovider.net (Marisol Rojas)
Date: Mon, 26 Jan 2015 11:15:21 -0600
Subject: [rt-users] Display graphics in rt
Message-ID: <007e01d0398b$ab089c50$0119d4f0$@tekprovider.net>

Good day,

I write because I like to know what to do to view the graphs in RT 2.4.9
since it only shows a box with an X, plus however if the graph corresponding
to the table is displayed.

Thanks in advance, greetings.

 

 

 

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From sshguard at ymail.com  Tue Jan 27 04:45:10 2015
From: sshguard at ymail.com (Shahab Sharifzadeh)
Date: Tue, 27 Jan 2015 09:45:10 +0000 (UTC)
Subject: [rt-users] problem in RT
In-Reply-To: <CAFdkmpsq+ypG_cVLZAOKesGC0bJpZzxRv9rXwMJ6PNdm1xBH+w@mail.gmail.com>
References: <CAFdkmpsq+ypG_cVLZAOKesGC0bJpZzxRv9rXwMJ6PNdm1xBH+w@mail.gmail.com>
Message-ID: <682435103.1068702.1422351910810.JavaMail.yahoo@mail.yahoo.com>

hiI have done the following things:

1- Copy?/usr/share/request-tracker4/html/Elements/login.html to?/usr/local/share/request-tracker4/html/Elements/login.html
2- Modify /usr/local/share/request-tracker4/html/Elements/login.html as desired.
3- Clean the Mason Cache and restart.
but so forward to Selfservice page whenever login to rt.
help me plz... 

     On Sunday, January 18, 2015 2:13 PM, Alex Peters <alex at peters.net> wrote:
   

 To change the HTML of the Login page:   
   - Copy share/html/Elements/Login.html to local/share/html/Elements/Login.html.   

   - Modify?local/share/html/Elements/Login.html as desired.
   - Clean the Mason cache?and restart RT to see your changes.
To make an RT user "privileged," log into RT as a superuser (such as "root") and tick the "Let this user be granted rights (Privileged)" option for the user to be privileged (Admin > Users > Select > user).
Note that RT user rights/privileges and UNIX permissions are different things.? As such, you should not be giving your RT_SiteConfig.pm file executable permissions.
On 18 January 2015 at 21:37, Shahab Sharifzadeh <sshguard at ymail.com> wrote:

>If I understand you correctly, you need to make your user "privileged."?
>Unprivileged users are forced to use the Self Service area.?

>I don't know what you mean by 'edit "username" to "user"'. Are you trying?
>to change the visible wording on the login page??

Yes i want to change?visible wording on the login page.
i have changed permission?RT_SitecConfig.pm (775 & 777) but it doesn't work.
what i have to do?




   
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From alex at peters.net  Tue Jan 27 04:57:55 2015
From: alex at peters.net (Alex Peters)
Date: Tue, 27 Jan 2015 20:57:55 +1100
Subject: [rt-users] problem in RT
In-Reply-To: <682435103.1068702.1422351910810.JavaMail.yahoo@mail.yahoo.com>
References: <CAFdkmpsq+ypG_cVLZAOKesGC0bJpZzxRv9rXwMJ6PNdm1xBH+w@mail.gmail.com>
 <682435103.1068702.1422351910810.JavaMail.yahoo@mail.yahoo.com>
Message-ID: <CAFdkmpt11ErsUYgnAAOURo1RLtbH_6GnhcgRUSCXLHFL-cAEYg@mail.gmail.com>

You have raised two separate problems.  I have answered both.  Please
follow my other instructions regarding rights.
On 27 Jan 2015 8:45 pm, "Shahab Sharifzadeh" <sshguard at ymail.com> wrote:

> hi
> I have done the following things:
>
> 1- Copy /usr/share/request-tracker4/html/Elements/login.html
> to /usr/local/share/request-tracker4/html/Elements/login.html
>
> 2- Modify /usr/local/share/request-tracker4/html/Elements/login.html as
> desired.
>
> 3- Clean the Mason Cache and restart.
>
> but so forward to Selfservice page whenever login to rt.
>
> help me plz...
>
>
>   On Sunday, January 18, 2015 2:13 PM, Alex Peters <alex at peters.net>
> wrote:
>
>
> To change the HTML of the Login page:
>
>    1. Copy share/html/Elements/Login.html to
>    local/share/html/Elements/Login.html.
>    2. Modify local/share/html/Elements/Login.html as desired.
>    3. Clean the Mason cache
>    <http://requesttracker.wikia.com/wiki/CleanMasonCache> and restart RT
>    to see your changes.
>
> To make an RT user "privileged," log into RT as a superuser (such as
> "root") and tick the "Let this user be granted rights (Privileged)" option
> for the user to be privileged (Admin > Users > Select > user).
>
> Note that RT user rights/privileges and UNIX permissions are different
> things.  As such, you should not be giving your RT_SiteConfig.pm file
> executable permissions.
>
> On 18 January 2015 at 21:37, Shahab Sharifzadeh <sshguard at ymail.com>
> wrote:
>
> >If I understand you correctly, you need to make your user "privileged."
> >Unprivileged users are forced to use the Self Service area.
>
> >I don't know what you mean by 'edit "username" to "user"'. Are you trying
> >to change the visible wording on the login page?
>
> Yes i want to change visible wording on the login page.
>
> i have changed permission RT_SitecConfig.pm (775 & 777) but it doesn't
> work.
>
> what i have to do?
>
>
>
>
>
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From guadagnino.cristiano at creval.it  Tue Jan 27 04:54:34 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Tue, 27 Jan 2015 09:54:34 +0000
Subject: [rt-users] Warning in the articles overview page
In-Reply-To: <20150126113133.280c8d87@umgah.localdomain>
References: <54C22D89.8050408@creval.it>
 <62FD4DAA-DF3D-4945-8D51-8421051EA711@backblaze.com>
 <BLU181-W90CC0FB0482690A5F57B0CDB360@phx.gbl> <54C5EFEB.2050702@creval.it>
 <54C62900.9030708@creval.it> <20150126113133.280c8d87@umgah.localdomain>
Message-ID: <54C7605C.4060801@creval.it>

Alex,
thank you very much!! This is great news.

So the solution, presently, is to patch the 
/opt/rt4/share/html/Articles/Elements/MaybeNeedsSetup file by copying it 
to the "local" tree, right?
Do I understand it correctly that this is a bug in RT that will be fixed 
in future releases?

Cris

On 26/01/2015 17:31, Alex Vandiver wrote:
> On Mon, 26 Jan 2015 11:46:09 +0000 Guadagnino Cristiano
> <guadagnino.cristiano at creval.it> wrote:
>> I have found this code, that tests if the warning needs to be shown:
>>
>> my $Classes = RT::Classes->new( $session{'CurrentUser'} );
>> $Classes->LimitToEnabled();
>> $Classes->RowsPerPage(1);
>> return if $Classes->First;
>>
>> If I understand correctly, if there is at least one class for which
>> the CurrentUser is enabled, the warning is *not* shown. However, I
>> see the warning even though I am enabled to see two classes, and I
>> can correctly see/edit/create articles in those classes.
>>
>> I do not have this problem is my test environment, where I did do the
>> upgrade but I did NOT reconfigure groups and queues like I did in
>> production. So I beleieve the problem is related to some missing
>> permission, but I cannot find any.
> Ah -- I believe I know.  While tickets do their ACL at the database
> level by default in 4.2, the same is not true of Articles and Classes.
> As such, your user likey does not have permission to see the _first_
> enabled class that is returned, which results in the warning message
> being shown.
>
> Pushing Class ACLs down into SQL would be one fix (though quite
> complex).  The simpler fix is likely to remove the ->RowsPerPage, as
> doing a query for all enabled Classes is not, by any means, a large
> query for most instances.
>   - Alex


From sshguard at ymail.com  Tue Jan 27 08:49:15 2015
From: sshguard at ymail.com (Shahab Sharifzadeh)
Date: Tue, 27 Jan 2015 13:49:15 +0000 (UTC)
Subject: [rt-users] problem in RT
In-Reply-To: <CAFdkmpt11ErsUYgnAAOURo1RLtbH_6GnhcgRUSCXLHFL-cAEYg@mail.gmail.com>
References: <CAFdkmpt11ErsUYgnAAOURo1RLtbH_6GnhcgRUSCXLHFL-cAEYg@mail.gmail.com>
Message-ID: <217385938.1168323.1422366555783.JavaMail.yahoo@mail.yahoo.com>

HiI do everything that you say and i do your instructions but my problem is yet.Your solution didnt work correctly for me,please give me another solution.
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From sshguard at ymail.com  Tue Jan 27 09:03:09 2015
From: sshguard at ymail.com (Shahab Sharifzadeh)
Date: Tue, 27 Jan 2015 14:03:09 +0000 (UTC)
Subject: [rt-users] problem in RT
In-Reply-To: <217385938.1168323.1422366555783.JavaMail.yahoo@mail.yahoo.com>
References: <CAFdkmpt11ErsUYgnAAOURo1RLtbH_6GnhcgRUSCXLHFL-cAEYg@mail.gmail.com>
 <217385938.1168323.1422366555783.JavaMail.yahoo@mail.yahoo.com>
Message-ID: <1247682990.1168918.1422367389754.JavaMail.yahoo@mail.yahoo.com>

I have to say that by your solution i could change and edit the word " username" to "user" in login page but after this, every user (even root) i have redirected to selfservice page.i think that every user even ROOT change to the unpreviledge user or my connection to DB was disconnected. 

     On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh <sshguard at ymail.com> wrote:
   

 HiI do everything that you say and i do your instructions but my problem is yet.Your solution didnt work correctly for me,please give me another solution.

    
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From guadagnino.cristiano at creval.it  Tue Jan 27 10:47:27 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Tue, 27 Jan 2015 15:47:27 +0000
Subject: [rt-users] Help in debugging
Message-ID: <54C7B2F5.2080707@creval.it>

Hi all,
if I have a row like this in the log:


[26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1)

how do I know which is the object involved?

Thank you in advance.

Cris

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From alex at peters.net  Tue Jan 27 14:43:40 2015
From: alex at peters.net (Alex Peters)
Date: Wed, 28 Jan 2015 06:43:40 +1100
Subject: [rt-users] problem in RT
In-Reply-To: <1247682990.1168918.1422367389754.JavaMail.yahoo@mail.yahoo.com>
References: <CAFdkmpt11ErsUYgnAAOURo1RLtbH_6GnhcgRUSCXLHFL-cAEYg@mail.gmail.com>
 <217385938.1168323.1422366555783.JavaMail.yahoo@mail.yahoo.com>
 <1247682990.1168918.1422367389754.JavaMail.yahoo@mail.yahoo.com>
Message-ID: <CAFdkmpuMmuURBd=-6GsHuR9d-jkYSkWxj8vZ+c9_K9qO8wiNeQ@mail.gmail.com>

That is very strange.  User "root" should not redirect to Self Service.
Perhaps your DB has in fact been corrupted somehow.  Maybe someone else can
offer another solution.
On 28 Jan 2015 1:03 am, "Shahab Sharifzadeh" <sshguard at ymail.com> wrote:

> I have to say that by your solution i could change and edit the word "
> username" to "user" in login page but after this, every user (even root) i
> have redirected to selfservice page.
> i think that every user even ROOT change to the unpreviledge user or my
> connection to DB was disconnected.
>
>
>   On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh <
> sshguard at ymail.com> wrote:
>
>
> Hi
> I do everything that you say and i do your instructions but my problem is
> yet.
> Your solution didnt work correctly for me,please give me another solution.
>
>
>
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From alex at peters.net  Tue Jan 27 14:46:22 2015
From: alex at peters.net (Alex Peters)
Date: Wed, 28 Jan 2015 06:46:22 +1100
Subject: [rt-users] Help in debugging
In-Reply-To: <54C7B2F5.2080707@creval.it>
References: <54C7B2F5.2080707@creval.it>
Message-ID: <CAFdkmpsTLJu41QOCTJCuuuSfWP6aTAq3Gs+RPQ76QgojiVpJoA@mail.gmail.com>

I'd probably try to discover more by enabling debug logging first.

I think in my case, "eval"-related things are usually to do with scrips or
templates.  I don't think any of mine are 829 lines long though, as your
warning suggests.
On 28 Jan 2015 2:47 am, "Guadagnino Cristiano" <
guadagnino.cristiano at creval.it> wrote:

>  Hi all,
> if I have a row like this in the log:
>
> [26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1)
>
>
> how do I know which is the object involved?
>
> Thank you in advance.
>
> Cris
>
>
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From habner at outlook.com  Tue Jan 27 15:05:42 2015
From: habner at outlook.com (=?iso-8859-1?Q?H=E1bner_Teixeira_Costa?=)
Date: Tue, 27 Jan 2015 18:05:42 -0200
Subject: [rt-users] RT Installation
Message-ID: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>

Why RT and RTIR are so hard to install and work properlly? I dont know perl
but and I?d like an easy way to install RT. 

Can anybody send me a ?how to??

H?bner

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From alex at peters.net  Tue Jan 27 15:38:51 2015
From: alex at peters.net (Alex Peters)
Date: Wed, 28 Jan 2015 07:38:51 +1100
Subject: [rt-users] RT Installation
In-Reply-To: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>
References: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>
Message-ID: <CAFdkmpscYVv+DjQz36Gd8yqOwau+a14=VgFqF+auEVV0USU5xA@mail.gmail.com>

Which part of the installation documentation is causing you trouble?  What
type of system are you installing on?
On 28 Jan 2015 7:06 am, "H?bner Teixeira Costa" <habner at outlook.com> wrote:

> Why RT and RTIR are so hard to install and work properlly? I dont know
> perl but and I?d like an easy way to install RT.
>
> Can anybody send me a ?how to??
>
> *H?bner*
>
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From rainer at ultra-secure.de  Tue Jan 27 15:31:26 2015
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Tue, 27 Jan 2015 21:31:26 +0100
Subject: [rt-users] RT Installation
In-Reply-To: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>
References: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>
Message-ID: <120E3A5D-752F-43F8-9837-9ED5C4F1AD42@ultra-secure.de>


> Am 27.01.2015 um 21:05 schrieb H?bner Teixeira Costa <habner at outlook.com>:
> 
> Why RT and RTIR are so hard to install and work properlly? I dont know perl 


Here?s your problem ;-)
Most people probably stopped reading right there.

Seriously, though:
when I first installed it, I didn?t know that much Perl but I could make it work (RT2.something).

Your problem is most likely that you try to use your distribution?s Perl and have RT?s dependency-fixer install additional modules on top of it via CPAN.
That has never been a good idea.

These days, FreeBSD has all the required modules pre-packaged, as do (I think) Debian and Ubuntu.

But I would be tempted to use a ?clean? Perl installed somewhere else as the basis for RT even in the case of FreeBSD (which I know best, admittedly).

How difficult would it be for BestPractical to tar up such a custom perl install done in e.g. /opt/rt/perl, together with all the dependencies and throw in a ?complete? install of RT+RTIR with FastCGI-support?
While historically, the mod_perl installation is the most common one, the FastCGI installation can work with nginx, which faster and also decouples the web server from the installed version of Perl (I don?t know if you can have and RT-installation and mod_perl compiled against different versions of perl for example).

You just needed one such archive for the current version of Ubuntu, Debian, CentOS/RedHat and maybe SuSE.

OK, so it would probably come with MySQL/MariaDB per default. But for those with a different setup in mind, the source is still available?

In the DevOps world, this is what chef is doing to get a software with a lot of 3rd-party dependencies running smoothly and consistently on many platforms.




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From alexmv at bestpractical.com  Tue Jan 27 17:29:51 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 27 Jan 2015 17:29:51 -0500
Subject: [rt-users] RT Installation
In-Reply-To: <120E3A5D-752F-43F8-9837-9ED5C4F1AD42@ultra-secure.de>
References: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>
 <120E3A5D-752F-43F8-9837-9ED5C4F1AD42@ultra-secure.de>
Message-ID: <20150127172951.4011abfc@umgah.localdomain>

On Tue, 27 Jan 2015 21:31:26 +0100 Rainer Duffner
<rainer at ultra-secure.de> wrote:
> But I would be tempted to use a ?clean? Perl installed somewhere else
> as the basis for RT even in the case of FreeBSD (which I know best,
> admittedly).

See https://docs.bestpractical.com/rt_perl

> How difficult would it be for BestPractical to tar up such a custom
> perl install done in e.g. /opt/rt/perl, together with all the
> dependencies and throw in a ?complete? install of RT+RTIR with
> FastCGI-support?

The problem is in the binary libraries that RT (and its CPAN
dependencies) use.  Any such deploy would be specific to one particular
release of a particular distribution, and as such would be quite
resource-heavy to produce in sufficient variety to be useful.
Shipwright is a BPS tool that builds relocatable installs of
software that package everything above glibc, but that doesn't quite
solve the right problem.

We've begun pondering building Docker vessels for RT, but the database
dependency complicates matters.

> While historically, the mod_perl installation is the
> most common one

These days, we suggest fastcgi over mod_perl, even for Apache.

> the FastCGI installation can work with nginx, which
> faster and also decouples the web server from the installed version
> of Perl (I don?t know if you can have and RT-installation and
> mod_perl compiled against different versions of perl for example).

You generally cannot.  This is one reason we prefer fastcgi deployments.
 - Alex


From rainer at ultra-secure.de  Tue Jan 27 18:29:40 2015
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 28 Jan 2015 00:29:40 +0100
Subject: [rt-users] RT Installation
In-Reply-To: <20150127172951.4011abfc@umgah.localdomain>
References: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>
 <120E3A5D-752F-43F8-9837-9ED5C4F1AD42@ultra-secure.de>
 <20150127172951.4011abfc@umgah.localdomain>
Message-ID: <F76C3DC7-C1CC-495A-BFA1-D3661D58A6B4@ultra-secure.de>


> Am 27.01.2015 um 23:29 schrieb Alex Vandiver <alexmv at bestpractical.com>:
> 
> 
> The problem is in the binary libraries that RT (and its CPAN
> dependencies) use.  Any such deploy would be specific to one particular
> release of a particular distribution, and as such would be quite
> resource-heavy to produce in sufficient variety to be useful.


I thought that with ?modern? distributions like CentOS/RHEL (and the LTS-versions of Ubuntu), the binary ABI never changes?

So that a perl-binary built on CentOS7 will run all way through 7.10.

It has always been this way for FreeBSD at least.
;-)


> Shipwright is a BPS tool that builds relocatable installs of
> software that package everything above glibc, but that doesn't quite
> solve the right problem.
> 
> We've begun pondering building Docker vessels for RT, but the database
> dependency complicates matters.
> 


Most people will use MySQL anyway IMO. Even if you gave them the choice of Oracle, PostgreSQL and MSSQL and a handful other ?real? databases they probably never ever even heard about.
Who downloads a ?one click installer? just to make it complicated afterwards?


> 
> You generally cannot.  This is one reason we prefer fastcgi deployments.


I was suspecting that. But I never actually tried.


I?d go even further and offer pre-configured vmdks that offer one pre-configured queue ?support? that pulls in mail via fetchmail from a server and with an account the user can specify.
And one ?helpdesk? user in a ?helpdesk? group, with the typical ?helpdesk?-permissions.
That should get most people started.

The problem these days is that people want everything to be working _right now_ - no reading of a manual, no configuration. The machine should do what it should do even if they actually  don?t know how to express what it should do. Much less know how to configure it. Kind of like an iPhone.
They are willing to pay for this convenience, but increasingly this willingness isn?t exceeding single-digit Dollar amounts...

Anyway: there?s nothing wrong with RT as I see it, but the people running help desks these days are getting less and less technically minded: they want something that can be configured with by entering some values and a few clicks on the ?OK?-button and without too much thought.

We can?t change this, but we can try to adapt?






From mc at unistra.fr  Wed Jan 28 02:56:31 2015
From: mc at unistra.fr (Marc Chantreux)
Date: Wed, 28 Jan 2015 08:56:31 +0100
Subject: [rt-users] RT Installation
In-Reply-To: <120E3A5D-752F-43F8-9837-9ED5C4F1AD42@ultra-secure.de>
References: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>
 <120E3A5D-752F-43F8-9837-9ED5C4F1AD42@ultra-secure.de>
Message-ID: <20150128075631.GB10938@ramirez.u-strasbg.fr>

On Tue, Jan 27, 2015 at 09:31:26PM +0100, Rainer Duffner wrote:
>     Why RT and RTIR are so hard to install and work properlly? I dont know
>     perl  
> Here?s your problem ;-)
> Most people probably stopped reading right there.  

seriously? assuming that the sysop is comming with a basic admin skill
(knowing what "make" do and how to setup an nginx to communicate with
fcgi), perl programs are quiet easy to install when someone pointed you
on the good ressources:  

https://bestpractical.com/docs/rt/4.2/ 

especially 
    https://bestpractical.com/docs/rt/4.2/initialdata.html

and 
    https://bestpractical.com/docs/rt/4.2/rt-server.fcgi.html 

and when it comes to perl dependecies: 

https://metacpan.org/release/App-cpanminus
https://metacpan.org/pod/local::lib 

and if you're using a debian derrivative; apt-get install dh-make-perl
and run your own debian repo.

I really think that the perl ecosystem makes perl applications the
easiest to install (comparing to other dynamic langages like python or
ruby... not to mention npm)

The problem is not to have a running RT but frankly, i have very hard
time to figure out how to set it up correctly. the missing documentation 
is something that explain the general philosophy of RT for
administrators and some step by step tutorials (for example: installing
a notification or a basic ticket routing).

I guess that's what we learn from the best practical trainings but
comming from a french university, london wasn't that affordable.  

regards

-- 
Marc Chantreux,
Mes coordonn?es: http://annuaire.unistra.fr/chercher?n=chantreux
Direction Informatique, Universit? de Strasbourg (http://unistra.fr) 
"Don't believe everything you read on the Internet"
    -- Abraham Lincoln


From sven.sternberger at desy.de  Wed Jan 28 04:40:32 2015
From: sven.sternberger at desy.de (Sternberger, Sven)
Date: Wed, 28 Jan 2015 10:40:32 +0100 (CET)
Subject: [rt-users] RT customize SendEmail.pm
Message-ID: <2144528013.230366.1422438032446.JavaMail.zimbra@desy.de>

Hello!


I want to modify the SendEmail.pm module, to disable the
check for RTAdresses, so we want to send emails
even if RT thinks they are RT email adresses.

I would copy the file SendEmail.pm to "SendEmail_Local.pm" and remove 
these lines

    $self->RecipientFilter(
        Callback => sub {
            return unless RT::EmailParser->IsRTAddress( $_[0] );
            return "$_[0] appears to point to this RT instance. Skipping";
        },
        All => 1,
    );

would this work?

regards!

Sven

Sven Sternberger
System Engineer
Tel.: 040/8998-4397
DESY IT


From guadagnino.cristiano at creval.it  Wed Jan 28 05:08:42 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 28 Jan 2015 10:08:42 +0000
Subject: [rt-users] Help in debugging
In-Reply-To: <CAFdkmpsTLJu41QOCTJCuuuSfWP6aTAq3Gs+RPQ76QgojiVpJoA@mail.gmail.com>
References: <54C7B2F5.2080707@creval.it>
 <CAFdkmpsTLJu41QOCTJCuuuSfWP6aTAq3Gs+RPQ76QgojiVpJoA@mail.gmail.com>
Message-ID: <54C8B512.9080605@creval.it>

Thank you Alex.
At last, I found the culprit via "brute force" (i.e. I examined all my scrips).

Cris


________________________________
Da: Alex Peters <alex at peters.net><mailto:alex at peters.net>
Inviato: Tue Jan 27 2015 20:46:22 GMT+0100 (CET)
A: Guadagnino Cristiano <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>
Cc: <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] Help in debugging

I'd probably try to discover more by enabling debug logging first.

I think in my case, "eval"-related things are usually to do with scrips or templates.  I don't think any of mine are 829 lines long though, as your warning suggests.

On 28 Jan 2015 2:47 am, "Guadagnino Cristiano" <guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>> wrote:
Hi all,
if I have a row like this in the log:


[26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1)

how do I know which is the object involved?

Thank you in advance.

Cris


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From Daniel.Schwager at dtnet.de  Wed Jan 28 05:12:31 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Wed, 28 Jan 2015 10:12:31 +0000
Subject: [rt-users] Help in debugging
In-Reply-To: <54C8B512.9080605@creval.it>
References: <54C7B2F5.2080707@creval.it>
 <CAFdkmpsTLJu41QOCTJCuuuSfWP6aTAq3Gs+RPQ76QgojiVpJoA@mail.gmail.com>
 <54C8B512.9080605@creval.it>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20D565CC@exchange2.dtnet.de>

Hi,

we have the same problem here - lot's of plugins and scripts - and some eval-message like

Jan 26 10:49:10 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3414) line 23.
Jan 26 10:49:11 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3487) line 23.
Jan 28 04:12:46 artee3 RT4: [24654] Use of uninitialized value in concatenation (.) or string at template line 32.
Jan 28 04:13:55 artee3 RT4: [24654] Use of uninitialized value in string eq at (eval 2005) line 23.
...

and I don't know how to find out who produces these problems ...

Any hints for debugging?

regards
Danny





From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Guadagnino Cristiano
Sent: Wednesday, January 28, 2015 11:09 AM
To: Alex Peters
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help in debugging

Thank you Alex.
At last, I found the culprit via "brute force" (i.e. I examined all my scrips).

Cris

________________________________
Da: Alex Peters <alex at peters.net><mailto:alex at peters.net>
Inviato: Tue Jan 27 2015 20:46:22 GMT+0100 (CET)
A: Guadagnino Cristiano <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>
Cc: <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] Help in debugging

I'd probably try to discover more by enabling debug logging first.

I think in my case, "eval"-related things are usually to do with scrips or templates.  I don't think any of mine are 829 lines long though, as your warning suggests.
On 28 Jan 2015 2:47 am, "Guadagnino Cristiano" <guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>> wrote:
Hi all,
if I have a row like this in the log:

[26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1)

how do I know which is the object involved?

Thank you in advance.

Cris

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From guadagnino.cristiano at creval.it  Wed Jan 28 05:43:13 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 28 Jan 2015 10:43:13 +0000
Subject: [rt-users] Help in debugging
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20D565CC@exchange2.dtnet.de>
References: <54C7B2F5.2080707@creval.it>
 <CAFdkmpsTLJu41QOCTJCuuuSfWP6aTAq3Gs+RPQ76QgojiVpJoA@mail.gmail.com>
 <54C8B512.9080605@creval.it>
 <5C4B841CCF894A4CBD8B13E25E2A575F20D565CC@exchange2.dtnet.de>
Message-ID: <54C8BD29.5090800@creval.it>

As Alex suggested, you can enable debug logging.
However, the problem with debug logging is that you get flooded with irrelevant debug messages.

Instead of enabling debug logging, I did the following to facilitate debugging: in every one of my custom scrips I added the folowing line as the very first line:

$RT::Logger->info( "-- Scrip XX --\n" );

Where you have to change the "XX" with the number of your scrip.

Hope this helps.

Bye
Cris

________________________________
Da: Daniel Schwager <Daniel.Schwager at dtnet.de><mailto:Daniel.Schwager at dtnet.de>
Inviato: Wed Jan 28 2015 11:12:31 GMT+0100 (CET)
A: 'Guadagnino Cristiano' <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>, 'Alex Peters' <alex at peters.net><mailto:alex at peters.net>
Cc: "'rt-users at lists.bestpractical.com'"<mailto:'rt-users at lists.bestpractical.com'> <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] Help in debugging
Hi,

we have the same problem here - lot's of plugins and scripts - and some eval-message like

Jan 26 10:49:10 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3414) line 23.
Jan 26 10:49:11 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3487) line 23.
Jan 28 04:12:46 artee3 RT4: [24654] Use of uninitialized value in concatenation (.) or string at template line 32.
Jan 28 04:13:55 artee3 RT4: [24654] Use of uninitialized value in string eq at (eval 2005) line 23.
...

and I don't know how to find out who produces these problems ...

Any hints for debugging?

regards
Danny





From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Guadagnino Cristiano
Sent: Wednesday, January 28, 2015 11:09 AM
To: Alex Peters
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Help in debugging

Thank you Alex.
At last, I found the culprit via "brute force" (i.e. I examined all my scrips).

Cris

________________________________
Da: Alex Peters <alex at peters.net><mailto:alex at peters.net>
Inviato: Tue Jan 27 2015 20:46:22 GMT+0100 (CET)
A: Guadagnino Cristiano <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>
Cc: <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] Help in debugging

I'd probably try to discover more by enabling debug logging first.

I think in my case, "eval"-related things are usually to do with scrips or templates.  I don't think any of mine are 829 lines long though, as your warning suggests.

Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
_______________________________
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristiano at creval.it
www.creval.it<http://www.creval.it>

Il presente messaggio non ? di natura personale ma inviato per esigenze lavorative; l?eventuale messaggio di risposta potr? essere conosciuto anche da altri soggetti diversi dall?originatore di questo messaggio per dette esigenze o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, contiene informazioni da considerarsi strettamente riservate, ed ? destinato esclusivamente al destinatario sopra indicato, il quale ? l'unico autorizzato ad usarlo, copiarlo e, sotto la propria responsabilit?, diffonderlo. Chiunque ricevesse questo messaggio per errore o comunque lo leggesse senza esserne legittimato ? avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a persone diverse dal destinatario ? severamente proibito, ed ? pregato di rinviarlo immediatamente al mittente distruggendone l'originale.

On 28 Jan 2015 2:47 am, "Guadagnino Cristiano" <guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>> wrote:
Hi all,
if I have a row like this in the log:

[26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1)

how do I know which is the object involved?

Thank you in advance.

Cris


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From guadagnino.cristiano at creval.it  Wed Jan 28 06:53:53 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 28 Jan 2015 11:53:53 +0000
Subject: [rt-users] Problem with attachments
Message-ID: <54C8CDB9.70908@creval.it>

Good morning.

I have fighting with this problem two days, but I still have no clue.

The problem is this: suddenly RT will not send attachments.

Unfortunately we send attachments very rarely, so I cannot exactly say when this behaviour started. It could be that it started from the day I upgraded our installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate, RT-Extension-SpawnLinkedTicketInQueue-1.01).

I tried everything I could to debug the problem. I am sure sendmail is working well, because I can send mails with attachments using the simple "mail" interface from the same server where RT resides.

I just finished examining RT's log (in debug mode), regarding a test ticket I created and then resolved adding an attachment. There is no error at all in the log, let  alone a warning message that says


[warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

but I don't think this is a real problem, since we had have this type of message for a long time with no apparent symptoms (please reply if I'm wrong).

I can easily see that RT is skipping the attachment somehow. Here is an old header from a mail of ticket that contained an attachment:

Subject: [DBA #7162] prova allegato
From: "Cristiano Guadagnino via RT" <dba at amended>
Reply-To: dba at amended
In-Reply-To:
References: <RT-Ticket-7162 at amended>
Message-ID: <rt-3.8.6-13489-1258986687-217.7162-10-0 at amended>
Precedence: bulk
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
RT-Originator: guadagnino.cristiano at amended
Cc: trombetta.giampaolo at amended
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Mon, 23 Nov 2009 15:31:28 +0100
RT-Attachment: 7162/105417/63969
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit


Here is the header from the mail of the test ticket I just created:

Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary="----------=_1422441180-4767-8"
From: "Cristiano Guadagnino via RT" <bksistemi at creval.it><mailto:bksistemi at creval.it>
Reply-To: bksistemi at creval.it<mailto:bksistemi at creval.it>
References: <RT-Ticket-94919 at creval.it><mailto:RT-Ticket-94919 at creval.it>
Message-ID: <rt-4.2.9-4767-1422441180-1538.94919-10-0 at creval.it><mailto:rt-4.2.9-4767-1422441180-1538.94919-10-0 at creval.it>
X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>
To: criguada at gmail.com<mailto:criguada at gmail.com>
Precedence: bulk
Date: Wed, 28 Jan 2015 11:33:00 +0100
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Length: 0

We have not changed the resolution template recently (I mean in the last 2 years). The template starts with:

Content-Type: text/html
Subject: {$Ticket->Subject}
RT-Attach-Message: yes

<h2>Risoluzione:</h2></a>
(...)

It is as if the RT-Attach-Message special header didn't work anymore, or if it suddenly doesn't consider the attachment in the last transaction.

I am out of ideas, could somebody try to help me?

Thank you in advance.

Cris

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From guadagnino.cristiano at creval.it  Wed Jan 28 07:10:35 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 28 Jan 2015 12:10:35 +0000
Subject: [rt-users] Problem with attachments
In-Reply-To: <54C8CDB9.70908@creval.it>
References: <54C8CDB9.70908@creval.it>
Message-ID: <54C8D1A3.5060604@creval.it>

It dawned on me that maybe the problem was only with the resolution message (which is of type comment), so I tried with a simple reply with an attachment, and it worked.

Was there a change in the way RT 4.2.9 handles comments? We had no problem previously sending out an email with attachment on resolution of the ticket. We upgraded from RT 4.2.3 IIRC.

Cris



On 28/01/2015 12:53, Guadagnino Cristiano wrote:
Good morning.

I have fighting with this problem two days, but I still have no clue.

The problem is this: suddenly RT will not send attachments.

Unfortunately we send attachments very rarely, so I cannot exactly say when this behaviour started. It could be that it started from the day I upgraded our installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate, RT-Extension-SpawnLinkedTicketInQueue-1.01).

I tried everything I could to debug the problem. I am sure sendmail is working well, because I can send mails with attachments using the simple "mail" interface from the same server where RT resides.

I just finished examining RT's log (in debug mode), regarding a test ticket I created and then resolved adding an attachment. There is no error at all in the log, let  alone a warning message that says


[warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

but I don't think this is a real problem, since we had have this type of message for a long time with no apparent symptoms (please reply if I'm wrong).

I can easily see that RT is skipping the attachment somehow. Here is an old header from a mail of ticket that contained an attachment:

Subject: [DBA #7162] prova allegato
From: "Cristiano Guadagnino via RT" <dba at amended>
Reply-To: dba at amended
In-Reply-To:
References: <RT-Ticket-7162 at amended>
Message-ID: <rt-3.8.6-13489-1258986687-217.7162-10-0 at amended>
Precedence: bulk
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
RT-Originator: guadagnino.cristiano at amended
Cc: trombetta.giampaolo at amended

Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
_______________________________
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristiano at creval.it
www.creval.it<http://www.creval.it>

Il presente messaggio non ? di natura personale ma inviato per esigenze lavorative; l?eventuale messaggio di risposta potr? essere conosciuto anche da altri soggetti diversi dall?originatore di questo messaggio per dette esigenze o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, contiene informazioni da considerarsi strettamente riservate, ed ? destinato esclusivamente al destinatario sopra indicato, il quale ? l'unico autorizzato ad usarlo, copiarlo e, sotto la propria responsabilit?, diffonderlo. Chiunque ricevesse questo messaggio per errore o comunque lo leggesse senza esserne legittimato ? avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a persone diverse dal destinatario ? severamente proibito, ed ? pregato di rinviarlo immediatamente al mittente distruggendone l'originale.

MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Mon, 23 Nov 2009 15:31:28 +0100
RT-Attachment: 7162/105417/63969
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit


Here is the header from the mail of the test ticket I just created:

Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary="----------=_1422441180-4767-8"
From: "Cristiano Guadagnino via RT" <bksistemi at creval.it><mailto:bksistemi at creval.it>
Reply-To: bksistemi at creval.it<mailto:bksistemi at creval.it>
References: <RT-Ticket-94919 at creval.it><mailto:RT-Ticket-94919 at creval.it>
Message-ID: <rt-4.2.9-4767-1422441180-1538.94919-10-0 at creval.it><mailto:rt-4.2.9-4767-1422441180-1538.94919-10-0 at creval.it>
X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>
To: criguada at gmail.com<mailto:criguada at gmail.com>
Precedence: bulk
Date: Wed, 28 Jan 2015 11:33:00 +0100
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Length: 0

We have not changed the resolution template recently (I mean in the last 2 years). The template starts with:

Content-Type: text/html
Subject: {$Ticket->Subject}
RT-Attach-Message: yes

<h2>Risoluzione:</h2></a>
(...)

It is as if the RT-Attach-Message special header didn't work anymore, or if it suddenly doesn't consider the attachment in the last transaction.

I am out of ideas, could somebody try to help me?

Thank you in advance.

Cris


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From jvdwege at xs4all.nl  Wed Jan 28 07:57:38 2015
From: jvdwege at xs4all.nl (Joop)
Date: Wed, 28 Jan 2015 13:57:38 +0100
Subject: [rt-users] RT Installation
In-Reply-To: <20150128075631.GB10938@ramirez.u-strasbg.fr>
References: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>
 <120E3A5D-752F-43F8-9837-9ED5C4F1AD42@ultra-secure.de>
 <20150128075631.GB10938@ramirez.u-strasbg.fr>
Message-ID: <54C8DCC2.8030603@xs4all.nl>

Didn't make it to the ML due to being posted from a unknown account,
trying again.

Joop

On 28-1-2015 8:56, Marc Chantreux wrote:
> On Tue, Jan 27, 2015 at 09:31:26PM +0100, Rainer Duffner wrote:
>>     Why RT and RTIR are so hard to install and work properlly? I dont know
>>     perl  
>> Here?s your problem ;-)
>> Most people probably stopped reading right there.  
> 
I never had heard of perl when I installed my first RT (2.07) but
reading a bit on the topic and being familiar with make/gcc and I
managed to get it up and running.

> seriously? assuming that the sysop is comming with a basic admin skill
> (knowing what "make" do and how to setup an nginx to communicate with
> fcgi), perl programs are quiet easy to install when someone pointed you
> on the good ressources:  
> 
> https://bestpractical.com/docs/rt/4.2/ 
Things are much better then in the 2.x days :-)

> The problem is not to have a running RT but frankly, i have very hard
> time to figure out how to set it up correctly. the missing documentation 
> is something that explain the general philosophy of RT for
> administrators and some step by step tutorials (for example: installing
> a notification or a basic ticket routing).
I think lots of people use it in a one queueu one purpose way. I do for
example. We move tickets manually to other queues when needed and have
little extra custom logic added to our install.

> I guess that's what we learn from the best practical trainings but
> comming from a french university, london wasn't that affordable.  
What I remember of my training way back when 3.0 was out and 3.2 was
coming is that on day one we got a general tour of RT and on day two
there was a deep dive into things like scrips and internal workings of
RT but not so much about how to setup complex routing.

Maybe someone on the list who has complex ticket routing is willing to
explain how to do that, in general terms or with specific code, anyone??

Regards,

Joop



From bparish at cognex.com  Wed Jan 28 08:31:04 2015
From: bparish at cognex.com (Parish, Brent)
Date: Wed, 28 Jan 2015 08:31:04 -0500
Subject: [rt-users] RT Installation
In-Reply-To: <20150128075631.GB10938@ramirez.u-strasbg.fr>
References: <BLU406-EAS7425DB1D5695DF0874FF1BCE320@phx.gbl>
 <120E3A5D-752F-43F8-9837-9ED5C4F1AD42@ultra-secure.de>
 <20150128075631.GB10938@ramirez.u-strasbg.fr>
Message-ID: <6265B2EB12D194469B958F2E703D818320BEFC951D@viper.pc.cognex.com>

Hi Rainer

I understand your frustration.
There have been a number of products that I have installed as an IT guy where I had this same frustration - what is the most painless way to get the instance running -- just so I can play with it and see if it seems to be worth pursuing more?

For those of us who have been working with RT for a number of years, it does seem rather easy or straightforward to set up.
But I imagine it is like that for everything in life, no?  More practice means more familiarity and ease.

I can't give enough praise for Best Practical and RT - so I definitely think it is well worth it to persevere until you have it running and you can evaluate it for yourself.

I have not come across any A to Z type setup documents or videos, and don't expect I ever will.  
I think this is at least in part due to the power and flexibility of the product, which is a very good thing!
I personally would not want to give up any of the amazing features of the product just to make it easier to run 'out of the box'.

I know everyone is pointing you to the docs and they are worth it - well written, concise, complete.
I guess the point I'm trying to make is that RT is a great product and well worth it all: reading the docs, taking the time to learn it, set it up, experiment with it, and of course going to training.  

If you haven't seen it yet, this site is worth looking at too:  http://requesttracker.wikia.com/wiki/HomePage

Best of luck!
Brent



-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marc Chantreux
Sent: Wednesday, January 28, 2015 2:57 AM
To: Rainer Duffner
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Installation

On Tue, Jan 27, 2015 at 09:31:26PM +0100, Rainer Duffner wrote:
>     Why RT and RTIR are so hard to install and work properlly? I dont know
>     perl
> Here?s your problem ;-)
> Most people probably stopped reading right there.  

seriously? assuming that the sysop is comming with a basic admin skill (knowing what "make" do and how to setup an nginx to communicate with fcgi), perl programs are quiet easy to install when someone pointed you on the good ressources:  

https://bestpractical.com/docs/rt/4.2/ 

especially 
    https://bestpractical.com/docs/rt/4.2/initialdata.html

and 
    https://bestpractical.com/docs/rt/4.2/rt-server.fcgi.html 

and when it comes to perl dependecies: 

https://metacpan.org/release/App-cpanminus
https://metacpan.org/pod/local::lib 

and if you're using a debian derrivative; apt-get install dh-make-perl and run your own debian repo.

I really think that the perl ecosystem makes perl applications the easiest to install (comparing to other dynamic langages like python or ruby... not to mention npm)

The problem is not to have a running RT but frankly, i have very hard time to figure out how to set it up correctly. the missing documentation is something that explain the general philosophy of RT for administrators and some step by step tutorials (for example: installing a notification or a basic ticket routing).

I guess that's what we learn from the best practical trainings but comming from a french university, london wasn't that affordable.  

regards

--
Marc Chantreux,
Mes coordonn?es: http://annuaire.unistra.fr/chercher?n=chantreux
Direction Informatique, Universit? de Strasbourg (http://unistra.fr) "Don't believe everything you read on the Internet"
    -- Abraham Lincoln

From jasper.olbrich at students.uni-marburg.de  Wed Jan 28 08:27:22 2015
From: jasper.olbrich at students.uni-marburg.de (Jasper Olbrich)
Date: Wed, 28 Jan 2015 14:27:22 +0100
Subject: [rt-users] Cancel "Resolve" transaction based on custom fields
Message-ID: <54C8E3BA.8050602@students.uni-marburg.de>

Hello,

I want to cancel or undo the "Mark as Resolved" transaction based on the 
content of custom fields. Currently I'm using a Scrip and I'm only able 
to do the following:

* access the custom fields
* make the decision
* comment on the ticket with the reason why it can't be resolved
* reopen the ticket

 From the ticket's history, I can tell that it is resolved first, then 
my scrip adds the comment and reopens it. But yellow "Results" box shows 
only "Status changed from open to resolved".

Is it possible to suppress the status change from open to resolved with 
a scrip or to include the scrip-induced status change in the result box?

-- 
Regards,
Jasper Olbrich


From ktm at rice.edu  Wed Jan 28 08:58:44 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Wed, 28 Jan 2015 07:58:44 -0600
Subject: [rt-users] RT customize SendEmail.pm
In-Reply-To: <2144528013.230366.1422438032446.JavaMail.zimbra@desy.de>
References: <2144528013.230366.1422438032446.JavaMail.zimbra@desy.de>
Message-ID: <20150128135844.GP5510@aart.rice.edu>

On Wed, Jan 28, 2015 at 10:40:32AM +0100, Sternberger, Sven wrote:
> Hello!
> 
> 
> I want to modify the SendEmail.pm module, to disable the
> check for RTAdresses, so we want to send emails
> even if RT thinks they are RT email adresses.
> 
> I would copy the file SendEmail.pm to "SendEmail_Local.pm" and remove 
> these lines
> 
>     $self->RecipientFilter(
>         Callback => sub {
>             return unless RT::EmailParser->IsRTAddress( $_[0] );
>             return "$_[0] appears to point to this RT instance. Skipping";
>         },
>         All => 1,
>     );
> 
> would this work?
> 
> regards!
> 
> Sven
> 
> Sven Sternberger
> System Engineer
> Tel.: 040/8998-4397
> DESY IT
> 

Hi Sven,

That sounds like a really, really bad idea. This is a great way to start
a mail loop, having a program Email itself. Why are you trying to do this?

Regards,
Ken


From vk247 at cam.ac.uk  Wed Jan 28 11:00:40 2015
From: vk247 at cam.ac.uk (Vas)
Date: Wed, 28 Jan 2015 09:00:40 -0700 (MST)
Subject: [rt-users] Autoreply Template Script
Message-ID: <1422460840421-59459.post@n7.nabble.com>

Hi all,
this bellow is our autoreply template.

Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a request for IT Support regarding:
	"{$Ticket->Subject()}", 
a summary of which appears below.

There is no need to reply to this message right now.  Your request has been
assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname}
#{$Ticket->id()}].

Please include the string:

         [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}]

in the subject line of all future correspondence about this issue. To do so, 
you may reply to this message.

                        Thank you,
                        IT Department
{
 *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
 
 if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
     (!$Transaction->CreatorObj->Privileged) &&
     ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
     ) {
         my $user = RT::User->new($RT::SystemUser);
         $user->Load($Transaction->CreatorObj->Id);
         my ($stat, $pass) = $user->SetRandomPassword();
 
         if (!$stat) {
                 $OUT .=
 "An internal error has occurred. RT was not able to set a password for you.
 Please contact your local RT administrator for assistance.";
 
         }
 
 $OUT .= "
 You can check the current status and history of your requests at:
 
         ".$RT::WebURL."
 
 When prompted, enter the following username and password:
 
         Username: ".$user->Name."
         Password: ".$pass."
 ";
 }
 }
-------------------------------------------------------------------------
{$Transaction->Content()}

This is working fine but it only sends the option to check the current
status and history of your requests only the first time you ever send an
email to RT.

Is there a way to make the option that the autoreply always sends a username
and password for checking the current status and history of your requests?

Kind Regards
Vas



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From luca.mazzaferro at rzg.mpg.de  Thu Jan 29 04:14:08 2015
From: luca.mazzaferro at rzg.mpg.de (Luca Mazzaferro)
Date: Thu, 29 Jan 2015 10:14:08 +0100
Subject: [rt-users] Retrieving information from RT-database
Message-ID: <54C9F9E0.2090303@rzg.mpg.de>

Dear Users,
I'm writing a pieces of code in Perl to retrieve information directly
from the RT internal database.
I would like to know if there are some API provided by RT to interact 
with the database,
for example retrieve the list of users and so on.
I need this informations out of the web interface.
Thank you.
Cheers,

    Luca M.


From presnypreklad at gmail.com  Thu Jan 29 04:59:27 2015
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Thu, 29 Jan 2015 10:59:27 +0100
Subject: [rt-users] Connecting to remote MySQL via SSL
Message-ID: <CABNx+P8wMJfxXYTm+2QaBf+AcAOvLJ6tvVQ_StxmU2OA3L30eQ@mail.gmail.com>

I have been tasked with migrating our RT database (MySQL) to a remote
server, connection between RT and the database server must be SSL
encrypted.

I see at [1] that DBD::mysql supports SSL, but the RT documentation
[2] seems to imply that RT only supports SSL with PostgreSQL:

    $DatabaseRequireSSL

    If you're using PostgreSQL and have compiled in SSL support, set
$DatabaseRequireSSL to 1 to turn on SSL communication with the
database.

What is the status of out-of-the-box support for SSL with MySQL in RT 4.2?

Thanks,
Nathan

[1] https://metacpan.org/pod/DBD::mysql#mysql_ssl
[2] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#DatabaseRequireSSL


From mrojas at tekprovider.net  Thu Jan 29 10:18:31 2015
From: mrojas at tekprovider.net (Marisol Rojas)
Date: Thu, 29 Jan 2015 09:18:31 -0600
Subject: [rt-users] Send mail to create a ticket (error)
Message-ID: <002701d03bd6$d79e99c0$86dbcd40$@tekprovider.net>

 

Good day,

To request your help to know why not make sending emails to create a new
ticket and in updating data and answer the ticket.

We are just beginning to know RT version we are currently to implement is
the 4.2.9, I hope we can support.

Thanks, Greetings !!

 

 

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From matt.wells at mosaic451.com  Thu Jan 29 11:19:43 2015
From: matt.wells at mosaic451.com (Matt Wells)
Date: Thu, 29 Jan 2015 08:19:43 -0800
Subject: [rt-users] Change Control and approvals
Message-ID: <CAJ9FbdJExG4wUTpSTYkeqP3uR0gSEVrh610+MAx7n294rcLOBQ@mail.gmail.com>

I've been looking through the documentation on Approvals and hoped to get a
little user point of view and help.  So far this isn't working.

I have a CCB queue and I've made a template named XYZ-CCB
===Create-Ticket: codereview
Subject: Code review for  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Content: Someone has created a ticket. you should review and approve it, so
they can finish their work
ENDOFCONTENT

 AdminCC: {
   my $group_name  = 'My-CCB';
   my $groups      = RT::Groups->new( $RT::SystemUser );

   $groups->LimitToUserDefinedGroups();
   $groups->Limit(
         'FIELD'    => 'Name',
         'OPERATOR' => '=',
         'VALUE'    => $group_name );
   $groups->First->Id;
}


After that I made the script as per the docs -
Condition: On Create
Action: create tickets
Template: XYZ-CCB

I'm rather ignorant on this approvals module but as far as I can tell these
appear to be correct however they are not.  I'm working on getting educated
on these workflows.

To add to it; I'm being asked for 2 levels of approvals.
So the group "My-Bosses" will approve it and then that of course goes to
"My-Security" group.  They're the final approval.
So to eat this elephant I'm trying to get the simple single group working.
Has anyone else done multi-group approvals?

As always thank you.
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From borepstein at gmail.com  Thu Jan 29 13:29:50 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Thu, 29 Jan 2015 13:29:50 -0500
Subject: [rt-users] XLS report failure
Message-ID: <CADeF1XGMW3Xx4bGw0J8meT22bzBQLa0yFpZiFWCMBUzP-U80HQ@mail.gmail.com>

Hello everyone,

I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS
report (XLS dump of a search) I get the following errors in the log:

[25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine
&RT::SQL::PossibleCustomFields called at
/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
line 80.

Stack:

[/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
  [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)

Has anybody encounter that? Any know cure?

Thanks.

Boris.
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From gilbert at dido.ca  Thu Jan 29 13:50:25 2015
From: gilbert at dido.ca (juniorsa)
Date: Thu, 29 Jan 2015 11:50:25 -0700 (MST)
Subject: [rt-users] RT 4.2.8 reply emails go out blank
Message-ID: <1422557425702-59465.post@n7.nabble.com>

On certain email replies the mail arrives blank to the recipient.

In syslog 

Jan 27 09:09:37 irf RT: [12747] Use of uninitialized value $_ in
concatenation (.) or string at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
211.
Jan 27 09:09:37 irf RT: [12747] Failed to downgrade HTML to plain text:
Can't call method "content" on an undefined value at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
217.#012#012Stack:#012 
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:217]#012 
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:101]#012 
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:83]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1804]#012 
[/opt/rt4/sbin/../lib/RT/Transaction.pm:348]#012  [template:6]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:556]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:506]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:434]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:414]#012 
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]#012 
[/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 
[/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 
[/opt/rt4/sbin/../lib/RT/Scrips.pm:358]#012 
[/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 
[/opt/rt4/sbin/../lib/RT/Record.pm:1694]#012 
[/opt/rt4/sbin/../lib/RT/Ticket.pm:1617]#012 
[/opt/rt4/sbin/../lib/RT/Ticket.pm:1510]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2343]#012 
[/opt/rt4/share/html/Ticket/Display.html:165]#012 
[/opt/rt4/share/html/Ticket/Update.html:303]#012 
[/opt/rt4/share/html/Ticket/autohandler:66]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012 
[/opt/rt4/share/html/autohandler:53]
Jan 27 09:09:37 irf RT: [12747] Use of uninitialized value $_ in
concatenation (.) or string at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
211.
Jan 27 09:09:37 irf RT: [12747] Failed to downgrade HTML to plain text:
Can't call method "content" on an undefined value at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
217.#012#012Stack:#012 
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:217]#012 
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:101]#012 
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:83]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1804]#012 
[/opt/rt4/sbin/../lib/RT/Transaction.pm:348]#012  [template:3]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:556]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:506]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:434]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:414]#012 
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]#012 
[/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 
[/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 
[/opt/rt4/sbin/../lib/RT/Scrips.pm:358]#012 
[/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 
[/opt/rt4/sbin/../lib/RT/Record.pm:1694]#012 
[/opt/rt4/sbin/../lib/RT/Ticket.pm:1617]#012 
[/opt/rt4/sbin/../lib/RT/Ticket.pm:1510]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2343]#012 
[/opt/rt4/share/html/Ticket/Display.html:165]#012 
[/opt/rt4/share/html/Ticket/Update.html:303]#012 
[/opt/rt4/share/html/Ticket/autohandler:66]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012 
[/opt/rt4/share/html/autohandler:53]
Jan 27 09:09:37 irf RT: [12747] Use of uninitialized value $_ in
concatenation (.) or string at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
211.
Jan 27 09:09:37 irf RT: [12747] Failed to downgrade HTML to plain text:
Can't call method "content" on an undefined value at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
217.#012#012Stack:#012 
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:217]#012 
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:101]#012 
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:83]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1804]#012 
[/opt/rt4/sbin/../lib/RT/Transaction.pm:348]#012  [template:3]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:556]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:506]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:434]#012 
[/opt/rt4/sbin/../lib/RT/Template.pm:414]#012 
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]#012 
[/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 
[/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 
[/opt/rt4/sbin/../lib/RT/Scrips.pm:358]#012 
[/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 
[/opt/rt4/sbin/../lib/RT/Record.pm:1694]#012 
[/opt/rt4/sbin/../lib/RT/Ticket.pm:1617]#012 
[/opt/rt4/sbin/../lib/RT/Ticket.pm:1510]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2343]#012 
[/opt/rt4/share/html/Ticket/Display.html:165]#012 
[/opt/rt4/share/html/Ticket/Update.html:303]#012 
[/opt/rt4/share/html/Ticket/autohandler:66]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012 
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012 
[/opt/rt4/share/html/autohandler:53]


Not sure how to address this. It is problematic as we have no idea which
replies go out blank.

Thanks in advance.




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From alex at peters.net  Thu Jan 29 14:39:43 2015
From: alex at peters.net (Alex Peters)
Date: Fri, 30 Jan 2015 06:39:43 +1100
Subject: [rt-users] XLS report failure
In-Reply-To: <CADeF1XGMW3Xx4bGw0J8meT22bzBQLa0yFpZiFWCMBUzP-U80HQ@mail.gmail.com>
References: <CADeF1XGMW3Xx4bGw0J8meT22bzBQLa0yFpZiFWCMBUzP-U80HQ@mail.gmail.com>
Message-ID: <CAFdkmpsTLvkTSjnQv3ZJknTUb1nWqraJku9xWZOw3_7YEQsWdg@mail.gmail.com>

Are you using version 0.08 of the extension?
On 30 Jan 2015 5:30 am, "Boris Epstein" <borepstein at gmail.com> wrote:

> Hello everyone,
>
> I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS
> report (XLS dump of a search) I get the following errors in the log:
>
> [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine
> &RT::SQL::PossibleCustomFields called at
> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
> line 80.
>
> Stack:
>
> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
>   [/opt/rt4/share/html/autohandler:53]
> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
>
> Has anybody encounter that? Any know cure?
>
> Thanks.
>
> Boris.
>
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From alexmv at bestpractical.com  Thu Jan 29 14:45:05 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 29 Jan 2015 14:45:05 -0500
Subject: [rt-users] Request Tracker
In-Reply-To: <54C8B9EC.3040900@ktu.lt>
References: <54C8B9EC.3040900@ktu.lt>
Message-ID: <20150129144505.61a924a6@umgah.localdomain>

On Wed, 28 Jan 2015 12:29:00 +0200 Andrius Kulbis
<andrius.kulbis at ktu.lt> wrote:
> Maybe you can look through my question? 
> http://requesttracker.8502.n7.nabble.com/Uploading-image-to-Image-CustomField-via-REST-td59382.html

Support on the mailing list is provided as we have time to provide it.
We support development of RT via support contracts; if you have
need of a line to Best Practical to reliably answer your questions, you
can chat with sales at bestpractical.com.  Going to personal mail
(repeatedly) is a bit rude -- doing so may _decrease_ the chance that
your question is answered.

Regardless, it looks like the code for setting CF values only deals
with the "Value" part of a CF, not the "LargeContent" part, which is
where file upload CF and image CFs are stored.  So no, it looks like it
doesn't.
 - Alex


From alexmv at bestpractical.com  Thu Jan 29 14:49:50 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 29 Jan 2015 14:49:50 -0500
Subject: [rt-users] RT 4.2.8 reply emails go out blank
In-Reply-To: <1422557425702-59465.post@n7.nabble.com>
References: <1422557425702-59465.post@n7.nabble.com>
Message-ID: <20150129144950.61e305a0@umgah.localdomain>

On Thu, 29 Jan 2015 11:50:25 -0700 (MST) juniorsa <gilbert at dido.ca>
wrote:
> On certain email replies the mail arrives blank to the recipient.

This is caused by failure of the HTML -> Text rendering engine.  It
triggers on email (or comments/correspondence) which need to be
embedded into plain-text templates; the most common failing case is
HTML that includes tables.

We're testing a branch (4.2/html-external-formatter) which we expect to
be in 4.2.10; it addresses the problem by adding an optional dependency
(HTML::FormatExternal) which uses an external text-only browser
(such as w3m or elinks) to render the HTML to text.

 - Alex


From alexmv at bestpractical.com  Thu Jan 29 15:03:41 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 29 Jan 2015 15:03:41 -0500
Subject: [rt-users] Connecting to remote MySQL via SSL
In-Reply-To: <CABNx+P8wMJfxXYTm+2QaBf+AcAOvLJ6tvVQ_StxmU2OA3L30eQ@mail.gmail.com>
References: <CABNx+P8wMJfxXYTm+2QaBf+AcAOvLJ6tvVQ_StxmU2OA3L30eQ@mail.gmail.com>
Message-ID: <20150129150341.43858ac9@umgah.localdomain>

On Thu, 29 Jan 2015 10:59:27 +0100 Nathan Cutler
<presnypreklad at gmail.com> wrote:
> I have been tasked with migrating our RT database (MySQL) to a remote
> server, connection between RT and the database server must be SSL
> encrypted.
> 
> I see at [1] that DBD::mysql supports SSL, but the RT documentation
> [2] seems to imply that RT only supports SSL with PostgreSQL:
> 
>     $DatabaseRequireSSL
> 
>     If you're using PostgreSQL and have compiled in SSL support, set
> $DatabaseRequireSSL to 1 to turn on SSL communication with the
> database.

From a quick skim of the DBIx::SearchBuilder::Handle code[1], that looks
to add "requiressl=1" to the DSN -- which, even on Pg, doesn't do
anything, since the current form is "sslmode=require"[1].  That option
should die, and be replaced by a more generic one that allows one to
append arbitrary things to the DSN -- particularly as "enabling SSL"
isn't really an on/off bit, as one needs to talk about verification of
the certificate in order for it to provide any security.

> What is the status of out-of-the-box support for SSL with MySQL in RT
> 4.2?

Add a local overlay of RT::Handle::BuildDSN to add the relevant DSN
attributes.  A future release will provide rope to do this without an
overlay.
 - Alex

[1]
https://github.com/bestpractical/dbix-searchbuilder/blob/master/lib/DBIx/SearchBuilder/Handle.pm#L152-L171

[2] https://metacpan.org/pod/DBD::Pg#connect

> Thanks,
> Nathan
> 
> [1] https://metacpan.org/pod/DBD::mysql#mysql_ssl
> [2]
> https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#DatabaseRequireSSL



From alexmv at bestpractical.com  Thu Jan 29 15:04:55 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 29 Jan 2015 15:04:55 -0500
Subject: [rt-users] Cancel "Resolve" transaction based on custom fields
In-Reply-To: <54C8E3BA.8050602@students.uni-marburg.de>
References: <54C8E3BA.8050602@students.uni-marburg.de>
Message-ID: <20150129150455.05a114c5@umgah.localdomain>

On Wed, 28 Jan 2015 14:27:22 +0100 Jasper Olbrich
<jasper.olbrich at students.uni-marburg.de> wrote:
> Is it possible to suppress the status change from open to resolved
> with a scrip or to include the scrip-induced status change in the
> result box?

Unfortunately, neither of these is possible in stock RT.  Scrips can
only run _after_ a chance has happened, and thus have no chance of
preventing it.  They also cannot currently push their results to the
user.
 - Alex


From alexmv at bestpractical.com  Thu Jan 29 15:06:46 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 29 Jan 2015 15:06:46 -0500
Subject: [rt-users] Problem with attachments
In-Reply-To: <54C8CDB9.70908@creval.it>
References: <54C8CDB9.70908@creval.it>
Message-ID: <20150129150646.7a3165cb@umgah.localdomain>

On Wed, 28 Jan 2015 11:53:53 +0000 Guadagnino Cristiano
<guadagnino.cristiano at creval.it> wrote:
> Unfortunately we send attachments very rarely, so I cannot exactly
> say when this behaviour started. It could be that it started from the
> day I upgraded our installation from 4.2.3 to 4.2.9 (in december), or
> later when I added/upgraded some extensions
> (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate,
> RT-Extension-SpawnLinkedTicketInQueue-1.01).

You may wish to try disabling those extensions temporarily to see if
that helps resolve the issue.  However, see below.

> I just finished examining RT's log (in debug mode), regarding a test
> ticket I created and then resolved adding an attachment. There is no
> error at all in the log, let  alone a warning message that says
> 
> [warning]: Couldn't load object RT::Transaction #0
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)
> 
> but I don't think this is a real problem, since we had have this type
> of message for a long time with no apparent symptoms (please reply if
> I'm wrong).

That warning is extremely worrisome, and I expect the cause of your
problem.  You should run `/opt/rt4/sbin/rt-validator`.

 - Alex


From gilbert at dido.ca  Thu Jan 29 15:01:07 2015
From: gilbert at dido.ca (Gilbert Rebeiro)
Date: Thu, 29 Jan 2015 15:01:07 -0500
Subject: [rt-users] RT 4.2.8 reply emails go out blank
In-Reply-To: <20150129144950.61e305a0@umgah.localdomain>
References: <1422557425702-59465.post@n7.nabble.com>
 <20150129144950.61e305a0@umgah.localdomain>
Message-ID: <54CA9183.3090301@dido.ca>

Is there any work around for now?
How would users know their messages went out blank?
Any suggestions would be great!
Any idea on when 4.2.10 will be released?

Thanks,
Gilbert.

On 1/29/2015 2:49 PM, Alex Vandiver wrote:
> On Thu, 29 Jan 2015 11:50:25 -0700 (MST) juniorsa <gilbert at dido.ca>
> wrote:
>> On certain email replies the mail arrives blank to the recipient.
> This is caused by failure of the HTML -> Text rendering engine.  It
> triggers on email (or comments/correspondence) which need to be
> embedded into plain-text templates; the most common failing case is
> HTML that includes tables.
>
> We're testing a branch (4.2/html-external-formatter) which we expect to
> be in 4.2.10; it addresses the problem by adding an optional dependency
> (HTML::FormatExternal) which uses an external text-only browser
> (such as w3m or elinks) to render the HTML to text.
>
>   - Alex



From alexmv at bestpractical.com  Thu Jan 29 15:15:37 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 29 Jan 2015 15:15:37 -0500
Subject: [rt-users] RT 4.2.8 reply emails go out blank
In-Reply-To: <54CA9183.3090301@dido.ca>
References: <1422557425702-59465.post@n7.nabble.com>
 <20150129144950.61e305a0@umgah.localdomain>
 <54CA9183.3090301@dido.ca>
Message-ID: <20150129151537.62e1c5ec@umgah.localdomain>

On Thu, 29 Jan 2015 15:01:07 -0500 Gilbert Rebeiro <gilbert at dido.ca>
wrote:
> Is there any work around for now?

Switching to HTML templates is one solution.  This will only mask the
issue somewhat, however, as the plain-text alternative part will be
blank, and the text/html will appear fine.

> How would users know their messages went out blank?

There's a warning in the logs.  The end-users click on the "Show
Outgoing Email" link, if it's available to them, to see what RT sent
out.

> Any idea on when 4.2.10 will be released?

I expect a release candidate next week, with the official 4.2.10 a
couple weeks thereafter.
 - Alex


From alex at peters.net  Thu Jan 29 15:38:01 2015
From: alex at peters.net (Alex Peters)
Date: Fri, 30 Jan 2015 07:38:01 +1100
Subject: [rt-users] XLS report failure
In-Reply-To: <CADeF1XFU+bqPoddkF+xGZg_5TTr7g+4HcF4jMkWq7R49Bt56UA@mail.gmail.com>
References: <CADeF1XGMW3Xx4bGw0J8meT22bzBQLa0yFpZiFWCMBUzP-U80HQ@mail.gmail.com>
 <CAFdkmpsTLvkTSjnQv3ZJknTUb1nWqraJku9xWZOw3_7YEQsWdg@mail.gmail.com>
 <CADeF1XFU+bqPoddkF+xGZg_5TTr7g+4HcF4jMkWq7R49Bt56UA@mail.gmail.com>
Message-ID: <CAFdkmpvrAubXqD6XsEfqtj9WoFm=wo6F-m2WfDr-jwvdoqDZCw@mail.gmail.com>

You need to upgrade to v0.08, which has explicit support for RT v4.2.
On 30 Jan 2015 7:01 am, "Boris Epstein" <borepstein at gmail.com> wrote:

> According to the PERL code (I am sorry, not sure what the official
> location for the version string is) this is RT-Extension-SearchResults-XLS
> v 0.07.
>
> Thanks.
>
> Boris.
>
>
> On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters <alex at peters.net> wrote:
>
>> Are you using version 0.08 of the extension?
>> On 30 Jan 2015 5:30 am, "Boris Epstein" <borepstein at gmail.com> wrote:
>>
>>> Hello everyone,
>>>
>>> I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a
>>> XLS report (XLS dump of a search) I get the following errors in the log:
>>>
>>> [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine
>>> &RT::SQL::PossibleCustomFields called at
>>> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
>>> line 80.
>>>
>>> Stack:
>>>
>>> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]
>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
>>>   [/opt/rt4/share/html/autohandler:53]
>>> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
>>>
>>> Has anybody encounter that? Any know cure?
>>>
>>> Thanks.
>>>
>>> Boris.
>>>
>>
>
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From borepstein at gmail.com  Thu Jan 29 16:01:06 2015
From: borepstein at gmail.com (Boris Epstein)
Date: Thu, 29 Jan 2015 16:01:06 -0500
Subject: [rt-users] XLS report failure
In-Reply-To: <CAFdkmpvrAubXqD6XsEfqtj9WoFm=wo6F-m2WfDr-jwvdoqDZCw@mail.gmail.com>
References: <CADeF1XGMW3Xx4bGw0J8meT22bzBQLa0yFpZiFWCMBUzP-U80HQ@mail.gmail.com>
 <CAFdkmpsTLvkTSjnQv3ZJknTUb1nWqraJku9xWZOw3_7YEQsWdg@mail.gmail.com>
 <CADeF1XFU+bqPoddkF+xGZg_5TTr7g+4HcF4jMkWq7R49Bt56UA@mail.gmail.com>
 <CAFdkmpvrAubXqD6XsEfqtj9WoFm=wo6F-m2WfDr-jwvdoqDZCw@mail.gmail.com>
Message-ID: <CADeF1XG3nL43O6BLK3WpQb5-T4ctW6=5A_h194Au0-PSLVDs4Q@mail.gmail.com>

Thanks for your help Alex!

Do you know if there are any DB changes involved?

Boris.

On Thu, Jan 29, 2015 at 3:38 PM, Alex Peters <alex at peters.net> wrote:

> You need to upgrade to v0.08, which has explicit support for RT v4.2.
> On 30 Jan 2015 7:01 am, "Boris Epstein" <borepstein at gmail.com> wrote:
>
>> According to the PERL code (I am sorry, not sure what the official
>> location for the version string is) this is RT-Extension-SearchResults-XLS
>> v 0.07.
>>
>> Thanks.
>>
>> Boris.
>>
>>
>> On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters <alex at peters.net> wrote:
>>
>>> Are you using version 0.08 of the extension?
>>> On 30 Jan 2015 5:30 am, "Boris Epstein" <borepstein at gmail.com> wrote:
>>>
>>>> Hello everyone,
>>>>
>>>> I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a
>>>> XLS report (XLS dump of a search) I get the following errors in the log:
>>>>
>>>> [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine
>>>> &RT::SQL::PossibleCustomFields called at
>>>> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
>>>> line 80.
>>>>
>>>> Stack:
>>>>
>>>> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]
>>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
>>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
>>>>   [/opt/rt4/share/html/autohandler:53]
>>>> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
>>>>
>>>> Has anybody encounter that? Any know cure?
>>>>
>>>> Thanks.
>>>>
>>>> Boris.
>>>>
>>>
>>
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From alex at peters.net  Thu Jan 29 16:15:33 2015
From: alex at peters.net (Alex Peters)
Date: Fri, 30 Jan 2015 08:15:33 +1100
Subject: [rt-users] XLS report failure
In-Reply-To: <CADeF1XG3nL43O6BLK3WpQb5-T4ctW6=5A_h194Au0-PSLVDs4Q@mail.gmail.com>
References: <CADeF1XGMW3Xx4bGw0J8meT22bzBQLa0yFpZiFWCMBUzP-U80HQ@mail.gmail.com>
 <CAFdkmpsTLvkTSjnQv3ZJknTUb1nWqraJku9xWZOw3_7YEQsWdg@mail.gmail.com>
 <CADeF1XFU+bqPoddkF+xGZg_5TTr7g+4HcF4jMkWq7R49Bt56UA@mail.gmail.com>
 <CAFdkmpvrAubXqD6XsEfqtj9WoFm=wo6F-m2WfDr-jwvdoqDZCw@mail.gmail.com>
 <CADeF1XG3nL43O6BLK3WpQb5-T4ctW6=5A_h194Au0-PSLVDs4Q@mail.gmail.com>
Message-ID: <CAFdkmptgKY8uyyugnW_G6P4HwqwAAuQosJ95xVM3o-FYq-y_2g@mail.gmail.com>

I have no personal experience with the plugin but its docs seem to suggest
that none should be necessary.
On 30 Jan 2015 8:01 am, "Boris Epstein" <borepstein at gmail.com> wrote:

> Thanks for your help Alex!
>
> Do you know if there are any DB changes involved?
>
> Boris.
>
> On Thu, Jan 29, 2015 at 3:38 PM, Alex Peters <alex at peters.net> wrote:
>
>> You need to upgrade to v0.08, which has explicit support for RT v4.2.
>> On 30 Jan 2015 7:01 am, "Boris Epstein" <borepstein at gmail.com> wrote:
>>
>>> According to the PERL code (I am sorry, not sure what the official
>>> location for the version string is) this is RT-Extension-SearchResults-XLS
>>> v 0.07.
>>>
>>> Thanks.
>>>
>>> Boris.
>>>
>>>
>>> On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters <alex at peters.net> wrote:
>>>
>>>> Are you using version 0.08 of the extension?
>>>> On 30 Jan 2015 5:30 am, "Boris Epstein" <borepstein at gmail.com> wrote:
>>>>
>>>>> Hello everyone,
>>>>>
>>>>> I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a
>>>>> XLS report (XLS dump of a search) I get the following errors in the log:
>>>>>
>>>>> [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine
>>>>> &RT::SQL::PossibleCustomFields called at
>>>>> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
>>>>> line 80.
>>>>>
>>>>> Stack:
>>>>>
>>>>> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]
>>>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
>>>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
>>>>>   [/opt/rt4/share/html/autohandler:53]
>>>>> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
>>>>>
>>>>> Has anybody encounter that? Any know cure?
>>>>>
>>>>> Thanks.
>>>>>
>>>>> Boris.
>>>>>
>>>>
>>>
>
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From falcone at bestpractical.com  Thu Jan 29 17:52:45 2015
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Jan 2015 17:52:45 -0500
Subject: [rt-users] Cancel "Resolve" transaction based on custom fields
In-Reply-To: <20150129150455.05a114c5@umgah.localdomain>
References: <54C8E3BA.8050602@students.uni-marburg.de>
 <20150129150455.05a114c5@umgah.localdomain>
Message-ID: <20150129225245.GA2684@jibsheet.com>

On Thu, Jan 29, 2015 at 03:04:55PM -0500, Alex Vandiver wrote:
> On Wed, 28 Jan 2015 14:27:22 +0100 Jasper Olbrich
> <jasper.olbrich at students.uni-marburg.de> wrote:
> > Is it possible to suppress the status change from open to resolved
> > with a scrip or to include the scrip-induced status change in the
> > result box?
> 
> Unfortunately, neither of these is possible in stock RT.  Scrips can
> only run _after_ a chance has happened, and thus have no chance of
> preventing it.  They also cannot currently push their results to the
> user.

If you merely need "has a value" rather than "has a specific value"
you may want
https://metacpan.org/release/RT-Extension-MandatoryOnTransition

Regardless, you may be able to use its code to write your preferred
solution that cancels the Resolve.

-kevin
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From lstewart at iweb.com  Thu Jan 29 18:05:07 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Thu, 29 Jan 2015 15:05:07 -0800
Subject: [rt-users] Cancel "Resolve" transaction based on custom fields
In-Reply-To: <54C8E3BA.8050602@students.uni-marburg.de>
References: <54C8E3BA.8050602@students.uni-marburg.de>
Message-ID: <E8BC2D02-B26F-4F4F-9252-42CF6C0224C1@iweb.com>

On Jan 28, 2015, at 5:27 AM, Jasper Olbrich <jasper.olbrich at students.uni-marburg.de> wrote:
> 
> Hello,
> 
> I want to cancel or undo the "Mark as Resolved" transaction based on the content of custom fields. Currently I'm using a Scrip and I'm only able to do the following:
> 
> * access the custom fields
> * make the decision
> * comment on the ticket with the reason why it can't be resolved
> * reopen the ticket
> 
> From the ticket's history, I can tell that it is resolved first, then my scrip adds the comment and reopens it. But yellow "Results" box shows only "Status changed from open to resolved".
> 
> Is it possible to suppress the status change from open to resolved with a scrip or to include the scrip-induced status change in the result box?

I hope I'm understanding this correctly...

I would use a Scrip with a condition of "On Resolve" and have the scrip evaluate the ticket to see if it should be reopened.  If it should be reopened the action portion of the scrip would open the ticket via $self->TicketObj->Status("open") again.

Name of Scrip:
"On Resolve Reopen if CustomFieldName Contains Some Text"

Condition: Select "On Resolve"

In the preparation section of the Scrip:
return 0 unless $self->TicketObj->FirstCustomFieldValue("CustomFieldName") =~ /Some Text/;
return 1;

In the action (commit) section of the Scrip:
$self->TicketObj->Status("open");
$self->TicketObj->Comment( Content => "Script re-opened because CustomFieldName is ".$self->TicketObj->FirstCustomFieldValue("CustomFieldName") );

Maybe?

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

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From lstewart at iweb.com  Thu Jan 29 18:07:56 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Thu, 29 Jan 2015 15:07:56 -0800
Subject: [rt-users] Cancel "Resolve" transaction based on custom fields
In-Reply-To: <E8BC2D02-B26F-4F4F-9252-42CF6C0224C1@iweb.com>
References: <54C8E3BA.8050602@students.uni-marburg.de>
 <E8BC2D02-B26F-4F4F-9252-42CF6C0224C1@iweb.com>
Message-ID: <1A3AFF7D-927E-4C06-919D-E7920C82949B@iweb.com>

On Jan 29, 2015, at 3:05 PM, Landon Stewart <lstewart at iweb.com> wrote:
> In the action (commit) section of the Scrip:
> $self->TicketObj->Status("open");
> $self->TicketObj->Comment( Content => "Script re-opened because CustomFieldName is ".$self->TicketObj->FirstCustomFieldValue("CustomFieldName") );

Oops.  Should read "Ticket re-opened because..."

And it should be followed by:

return 1;


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

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From elacour at easter-eggs.com  Fri Jan 30 03:46:05 2015
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 30 Jan 2015 09:46:05 +0100
Subject: [rt-users] XLS report failure
In-Reply-To: <CADeF1XG3nL43O6BLK3WpQb5-T4ctW6=5A_h194Au0-PSLVDs4Q@mail.gmail.com>
References: <CADeF1XGMW3Xx4bGw0J8meT22bzBQLa0yFpZiFWCMBUzP-U80HQ@mail.gmail.com>
 <CAFdkmpsTLvkTSjnQv3ZJknTUb1nWqraJku9xWZOw3_7YEQsWdg@mail.gmail.com>
 <CADeF1XFU+bqPoddkF+xGZg_5TTr7g+4HcF4jMkWq7R49Bt56UA@mail.gmail.com>
 <CAFdkmpvrAubXqD6XsEfqtj9WoFm=wo6F-m2WfDr-jwvdoqDZCw@mail.gmail.com>
 <CADeF1XG3nL43O6BLK3WpQb5-T4ctW6=5A_h194Au0-PSLVDs4Q@mail.gmail.com>
Message-ID: <54CB44CD.1080601@easter-eggs.com>

Le 29/01/2015 22:01, Boris Epstein a ?crit :
> Thanks for your help Alex!
>
> Do you know if there are any DB changes involved?
>
>

no, this extension just format standard RT search results, it doesn't 
change anything on DB side.

-- 
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 sven.sternberger at desy.de  Fri Jan 30 05:01:36 2015
From: sven.sternberger at desy.de (Sternberger, Sven)
Date: Fri, 30 Jan 2015 11:01:36 +0100 (CET)
Subject: [rt-users] RT customize SendEmail.pm
In-Reply-To: <20150128135844.GP5510@aart.rice.edu>
References: <2144528013.230366.1422438032446.JavaMail.zimbra@desy.de>
 <20150128135844.GP5510@aart.rice.edu>
Message-ID: <378823735.38231.1422612096419.JavaMail.zimbra@desy.de>

Hello!

----- Urspr?ngliche Mail -----
> Von: ktm at rice.edu
> That sounds like a really, really bad idea. This is a great way to start
> a mail loop, having a program Email itself. Why are you trying to do this?

all emails to RT will be filtered with procmail, if the mail is originated
by the RT, we will reroute the mail to the mailadresses of the queue members. 
This gives you simple way to send mail from queue_a to all members of queue_b

regards!

Sven


From sven.sternberger at desy.de  Fri Jan 30 05:15:33 2015
From: sven.sternberger at desy.de (Sternberger, Sven)
Date: Fri, 30 Jan 2015 11:15:33 +0100 (CET)
Subject: [rt-users] Retrieving information from RT-database
In-Reply-To: <54C9F9E0.2090303@rzg.mpg.de>
References: <54C9F9E0.2090303@rzg.mpg.de>
Message-ID: <1611182126.38337.1422612933067.JavaMail.zimbra@desy.de>

Hi!

a simple way is to use the commandline interface

/opt/rt4/bin/rt ls -t user
- gives you a list of all user

/opt/rt4/bin/rt show user/123456
- gives you all information about user with the id 123456

the interface utilize the rest interface, which is much easier
to use than the perl api (IMHO)

regards

sven

----- Urspr?ngliche Mail -----
> Von: "Luca Mazzaferro" <luca.mazzaferro at rzg.mpg.de>
> An: rt-users at lists.bestpractical.com
> Gesendet: Donnerstag, 29. Januar 2015 10:14:08
> Betreff: [rt-users] Retrieving information from RT-database

> Dear Users,
> I'm writing a pieces of code in Perl to retrieve information directly
> from the RT internal database.
> I would like to know if there are some API provided by RT to interact
> with the database,
> for example retrieve the list of users and so on.
> I need this informations out of the web interface.
> Thank you.
> Cheers,
> 
>     Luca M.


From jasper.olbrich at students.uni-marburg.de  Fri Jan 30 05:07:29 2015
From: jasper.olbrich at students.uni-marburg.de (Jasper Olbrich)
Date: Fri, 30 Jan 2015 11:07:29 +0100
Subject: [rt-users] Cancel "Resolve" transaction based on custom fields
In-Reply-To: <20150129225245.GA2684@jibsheet.com>
References: <54C8E3BA.8050602@students.uni-marburg.de>
 <20150129150455.05a114c5@umgah.localdomain>
 <20150129225245.GA2684@jibsheet.com>
Message-ID: <54CB57E1.7050401@students.uni-marburg.de>



On 01/29/2015 11:52 PM, Kevin Falcone wrote:
> On Thu, Jan 29, 2015 at 03:04:55PM -0500, Alex Vandiver wrote:
>> On Wed, 28 Jan 2015 14:27:22 +0100 Jasper Olbrich
>> <jasper.olbrich at students.uni-marburg.de> wrote:
>>> Is it possible to suppress the status change from open to resolved
>>> with a scrip or to include the scrip-induced status change in the
>>> result box?
>>
>> Unfortunately, neither of these is possible in stock RT.  Scrips can
>> only run _after_ a chance has happened, and thus have no chance of
>> preventing it.  They also cannot currently push their results to the
>> user.
> 
> If you merely need "has a value" rather than "has a specific value"
> you may want
> https://metacpan.org/release/RT-Extension-MandatoryOnTransition

I need "has a value iff another CF has a special value". Thanks for the
hint, I'll have a look at this extension.

-- 
Jasper Olbrich


From Bernhard.Eierschmalz at scheppach.com  Fri Jan 30 05:56:44 2015
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Fri, 30 Jan 2015 10:56:44 +0000
Subject: [rt-users] custom Template "on Create Autoreply to Requestor" for
 spicified queue
Message-ID: <97344147CBA1644584462D6D81C43CE48FCC5A78@svex.scheppach.local>

Hello,

by default there is a global scrip called "on create autoreply to requestor" which uses one defined template.
I would like to use a different template for one special queue. How can I do this?


Mit freundlichen Gr??en,
Best regards,

Bernhard Eierschmalz
IT

Tel. +49 8223 4002-39
Fax +49 8223 4002-1239
Mobil: +49 151 22308260
Bernhard.Eierschmalz at scheppach.com<mailto:Bernhard.Eierschmalz at scheppach.com>
bde at scheppach.com
________________________________
[Logo]<http://www.scheppach.com>        scheppach Fabrikation von Holzbearbeitungmaschinen GmbH
G?nzburger Str. 69 | D-89335 Ichenhausen
Tel.: +49 8223 4002-0 | Fax: +49 8223 4002-20
E-Mail: info at scheppach.com | www.scheppach.com

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        Gesch?ftsf?hrer / Managing Director: Ernst Pfaff, Stephan W. M?ller
Registergericht Memmingen HRB 11800

Diese Nachricht enth?lt vertrauliche und ggf. rechtlich gesch?tzte Informationen. Falls Sie nicht der beabsichtigte Empf?nger sind, benachrichtigen Sie bitte den Absender und l?schen Sie diese Nachricht umgehend aus Ihrem System. Das unerlaubte Kopieren, die Offenlegung sowie die Weitergabe dieser E-Mail sind nicht gestattet.
This email may contain trade secrets or otherwise confidential information. If you have received this email in error, please inform the sender immediately and destroy the original transmittal. Any unauthorized copying, disclosure or distribution is not permitted.



[Scheppach Aktion]<http://aktion.scheppach.com>


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From alex at peters.net  Fri Jan 30 07:24:37 2015
From: alex at peters.net (Alex Peters)
Date: Fri, 30 Jan 2015 23:24:37 +1100
Subject: [rt-users] custom Template "on Create Autoreply to Requestor"
 for spicified queue
In-Reply-To: <97344147CBA1644584462D6D81C43CE48FCC5A78@svex.scheppach.local>
References: <97344147CBA1644584462D6D81C43CE48FCC5A78@svex.scheppach.local>
Message-ID: <CAFdkmpum4mFmMhxhz=u_rP46uevLUmxSC4Wv0toKJnog1f2n0w@mail.gmail.com>

Create a queue-specific template with the same name as referenced by the
scrip.  The scrip will then use the queue's template when dealing with that
queue.
On 30 Jan 2015 9:57 pm, "Eierschmalz, Bernhard" <
Bernhard.Eierschmalz at scheppach.com> wrote:

>  Hello,
>
>
>
> by default there is a global scrip called ?on create autoreply to
> requestor? which uses one defined template.
>
> I would like to use a different template for one special queue. How can I
> do this?
>
>
>
>
>
> Mit freundlichen Gr??en,
>
> Best regards,
>
>
>
>   *Bernhard Eierschmalz*
> IT
>
> Tel. +49 8223 4002-39
> Fax +49 8223 4002-1239
> Mobil: +49 151 22308260
> Bernhard.Eierschmalz at scheppach.com
> bde at scheppach.com
> ------------------------------
>   [image: Logo] <http://www.scheppach.com> scheppach Fabrikation von
> Holzbearbeitungmaschinen GmbH
> G?nzburger Str. 69 | D-89335 Ichenhausen
> Tel.: +49 8223 4002-0 | Fax: +49 8223 4002-20
> E-Mail: info at scheppach.com | www.scheppach.com         [image: facebook]
> <https://www.facebook.com/scheppach.group> [image: xing]
> <https://www.xing.com/companies/scheppachgroup> [image: LinkedIn]
> <http://www.linkedin.com/company/scheppach-group> [image: twitter]
> <https://twitter.com/ScheppachGroup>   Gesch?ftsf?hrer / Managing
> Director: Ernst Pfaff, Stephan W. M?ller
> Registergericht Memmingen HRB 11800
>   Diese Nachricht enth?lt vertrauliche und ggf. rechtlich gesch?tzte
> Informationen. Falls Sie nicht der beabsichtigte Empf?nger sind,
> benachrichtigen Sie bitte den Absender und l?schen Sie diese Nachricht
> umgehend aus Ihrem System. Das unerlaubte Kopieren, die Offenlegung sowie
> die Weitergabe dieser E-Mail sind nicht gestattet.
> This email may contain trade secrets or otherwise confidential
> information. If you have received this email in error, please inform the
> sender immediately and destroy the original transmittal. Any unauthorized
> copying, disclosure or distribution is not permitted.
>
>
>
> [image: Scheppach Aktion] <http://aktion.scheppach.com>
>
>
>
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From b.maciejewski at agriplus.pl  Fri Jan 30 07:51:12 2015
From: b.maciejewski at agriplus.pl (Bartosz Maciejewski)
Date: Fri, 30 Jan 2015 13:51:12 +0100
Subject: [rt-users] Change queue only
Message-ID: <54CB7E40.8050705@agriplus.pl>

Is there a way to only change queue but not see it in summary? Example:
User have rights only to this queues that was assigned to, lets say A,
B, C. Sometimes ticket arrives that should be in queue D or E, but is
registered in A or B or C. To not confuse user ideal solution will be
that user in QuickSearch and "10 tickets without owner" still can see
only queue A,B or C, but in tickets details in thise queues can choose
from dropdown menu also queue D or E as well as A,B or C. Is this
achivable? RT is 4.0.10.




From ktm at rice.edu  Fri Jan 30 09:31:59 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 30 Jan 2015 08:31:59 -0600
Subject: [rt-users] RT customize SendEmail.pm
In-Reply-To: <378823735.38231.1422612096419.JavaMail.zimbra@desy.de>
References: <2144528013.230366.1422438032446.JavaMail.zimbra@desy.de>
 <20150128135844.GP5510@aart.rice.edu>
 <378823735.38231.1422612096419.JavaMail.zimbra@desy.de>
Message-ID: <20150130143159.GE5510@aart.rice.edu>

On Fri, Jan 30, 2015 at 11:01:36AM +0100, Sternberger, Sven wrote:
> Hello!
> 
> ----- Urspr?ngliche Mail -----
> > Von: ktm at rice.edu
> > That sounds like a really, really bad idea. This is a great way to start
> > a mail loop, having a program Email itself. Why are you trying to do this?
> 
> all emails to RT will be filtered with procmail, if the mail is originated
> by the RT, we will reroute the mail to the mailadresses of the queue members. 
> This gives you simple way to send mail from queue_a to all members of queue_b
> 
> regards!
> 
> Sven
> 

Hi Sven,

I must have missed your previous Email. I understand your use of procmail on
the inbound path to RT in order to deliver to the appropriate queues based
on message details. I do not understand what you mean by:

> if the mail is originated
> by the RT, we will reroute the mail to the mailadresses of the queue members.
> This gives you simple way to send mail from queue_a to all members of queue_b

What are "members of queue_b"? Would you please explain this a little bit
further.

Regards,
Ken


From sven.sternberger at desy.de  Fri Jan 30 11:26:13 2015
From: sven.sternberger at desy.de (Sternberger, Sven)
Date: Fri, 30 Jan 2015 17:26:13 +0100 (CET)
Subject: [rt-users] RT customize SendEmail.pm
In-Reply-To: <20150130143159.GE5510@aart.rice.edu>
References: <2144528013.230366.1422438032446.JavaMail.zimbra@desy.de>
 <20150128135844.GP5510@aart.rice.edu>
 <378823735.38231.1422612096419.JavaMail.zimbra@desy.de>
 <20150130143159.GE5510@aart.rice.edu>
Message-ID: <1735823777.44360.1422635173750.JavaMail.zimbra@desy.de>

Hi!

----- Urspr?ngliche Mail -----
> Von: ktm at rice.edu
> on message details. I do not understand what you mean by:
> 
>> if the mail is originated
>> by the RT, we will reroute the mail to the mailadresses of the queue members.
>> This gives you simple way to send mail from queue_a to all members of queue_b
> 
> What are "members of queue_b"? Would you please explain this a little bit
> further.

We have several queues (about 20) and each queue has a set of people which
work in this queue. (which means they have the right to resolve tickets)

What I do is I create for each queue a list of persons and their email
adresses which work in the queue.

A typical workflow is that in one queue a ticket is created and the requestor 
is not a single person but a different queue. 
If there is a reply to the ticket a mail is send to the queue. The procmail filter 
now don't start the rt-mailgate but sends the mail to list which I created before.

regards!

Sven




From sshguard at ymail.com  Sat Jan 31 04:55:58 2015
From: sshguard at ymail.com (Shahab Sharifzadeh)
Date: Sat, 31 Jan 2015 09:55:58 +0000 (UTC)
Subject: [rt-users] problem in RT
In-Reply-To: <CAFdkmpuMmuURBd=-6GsHuR9d-jkYSkWxj8vZ+c9_K9qO8wiNeQ@mail.gmail.com>
References: <CAFdkmpuMmuURBd=-6GsHuR9d-jkYSkWxj8vZ+c9_K9qO8wiNeQ@mail.gmail.com>
Message-ID: <1020259761.131944.1422698158474.JavaMail.yahoo@mail.yahoo.com>

now what i have to do?when i edit login page all of my users even root was redirected to selfservice page. 

     On Tuesday, January 27, 2015 11:13 PM, Alex Peters <alex at peters.net> wrote:
   

 That is very strange.? User "root" should not redirect to Self Service.? Perhaps your DB has in fact been corrupted somehow.? Maybe someone else can offer another solution.On 28 Jan 2015 1:03 am, "Shahab Sharifzadeh" <sshguard at ymail.com> wrote:

I have to say that by your solution i could change and edit the word " username" to "user" in login page but after this, every user (even root) i have redirected to selfservice page.i think that every user even ROOT change to the unpreviledge user or my connection to DB was disconnected. 

     On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh <sshguard at ymail.com> wrote:
   

 HiI do everything that you say and i do your instructions but my problem is yet.Your solution didnt work correctly for me,please give me another solution.

    


   
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From alex at peters.net  Sat Jan 31 22:20:01 2015
From: alex at peters.net (Alex Peters)
Date: Sun, 1 Feb 2015 14:20:01 +1100
Subject: [rt-users] problem in RT
In-Reply-To: <1020259761.131944.1422698158474.JavaMail.yahoo@mail.yahoo.com>
References: <CAFdkmpuMmuURBd=-6GsHuR9d-jkYSkWxj8vZ+c9_K9qO8wiNeQ@mail.gmail.com>
 <1020259761.131944.1422698158474.JavaMail.yahoo@mail.yahoo.com>
Message-ID: <CAFdkmptCcxeQygaWU7KHQfdwk0Z1hQnG_95Wmux5519RZjxFnA@mail.gmail.com>

If this issue is only occurring after you modify the Login page, then you
have made an incorrect modification.  Delete the copy of the Login page in
the "local" directory, clean the Mason cache, restart RT and try again.

If the issue still occurs, then something else is wrong.  Possibly the
included "rt-validator" tool will help.  If not, besides deleting and
reinstalling RT, I personally don't have any other suggestions.
On 31 Jan 2015 8:56 pm, "Shahab Sharifzadeh" <sshguard at ymail.com> wrote:

> now what i have to do?
> when i edit login page all of my users *even root* was *redirected to
> selfservice page*.
>
>
>   On Tuesday, January 27, 2015 11:13 PM, Alex Peters <alex at peters.net>
> wrote:
>
>
> That is very strange.  User "root" should not redirect to Self Service.
> Perhaps your DB has in fact been corrupted somehow.  Maybe someone else can
> offer another solution.
> On 28 Jan 2015 1:03 am, "Shahab Sharifzadeh" <sshguard at ymail.com> wrote:
>
> I have to say that by your solution i could change and edit the word "
> username" to "user" in login page but after this, every user (even root) i
> have redirected to selfservice page.
> i think that every user even ROOT change to the unpreviledge user or my
> connection to DB was disconnected.
>
>
>   On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh <
> sshguard at ymail.com> wrote:
>
>
> Hi
> I do everything that you say and i do your instructions but my problem is
> yet.
> Your solution didnt work correctly for me,please give me another solution.
>
>
>
>
>
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