From vegard.vesterheim at uninett.no  Fri Apr  1 02:01:22 2016
From: vegard.vesterheim at uninett.no (Vegard Vesterheim)
Date: Fri, 01 Apr 2016 08:01:22 +0200
Subject: [rt-users] Alternative GUIs for RT?
In-Reply-To: <CAP6_3jv3sF77URObdF7xNB7SDOF11V-4yYrRHCnDo8BOo7DnCg@mail.gmail.com>
 (akos torok's message of "Thu, 31 Mar 2016 17:44:55 +0200")
References: <1s60wu4fqr.fsf@voll2.uninett.no>
 <CAP6_3jv3sF77URObdF7xNB7SDOF11V-4yYrRHCnDo8BOo7DnCg@mail.gmail.com>
Message-ID: <1s8u0x27gt.fsf@voll2.uninett.no>

On Thu, 31 Mar 2016 17:44:55 +0200 akos.torok at docca.hu wrote:

> We don't know if our coding style and quality is okay for RT or not, and we
> are not familiar how to share this plugins on github or so. So we use these
> in house, but we could give you access to our test system, you can try it,
> and if you find useful we could send you the code for 3.8 (and the 4.2 as
> well but it is not in everyday use).

This looks promising, with funtionality along the same lines that we
have been contemplating. We would be very interested in having a look at
the code, and also possibly finding a way to continue
sharing/co-developing.this further. Please consider putting this on
Github or a similar hosting service.

 - Vegard V -


From ybriceno at unpluggedcorp.com  Fri Apr  1 11:24:24 2016
From: ybriceno at unpluggedcorp.com (=?UTF-8?Q?Yara_Brice=C3=B1o?=)
Date: Fri, 1 Apr 2016 10:54:24 -0430
Subject: [rt-users]  Sending Mail
Message-ID: <CAMGKjexBoU9DVxq4=4oyWypcMFWWpCVV2oOj1=rv57LFeJ6kOw@mail.gmail.com>

Good morning,

We have an issue when we create a new RT, it isn?t being sent to gmail
adresses. Then the error throws us:

*Our system has detected an unusual rate of 550-5.7.1 unsolicited mail
originating from your IP address. To protect our 550-5.7.1 users from spam,
mail sent from your IP address has been blocked. 550-5.7.1 Please visit
550-5.7.1  https://support.google.com/mail/answer/81126
<https://support.google.com/mail/answer/81126> to review our Bulk Email 550
5.7.1 Senders Guidelines. 7si3194614vkl.156 - gsmtp (in reply to end of
DATA command)*

For your information, RT version: 3.6

Waiting for your reply.

Thankful,

-- 
Ing. Yara A. Brice?o G.
Dep. Operaciones
Consorcio Unplugged, C.A.

www.unpluggedcorp.com
ofic (central). 0212 740.30.80/84
ext. 7771
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From luke at openimp.com  Fri Apr  1 11:58:16 2016
From: luke at openimp.com (Luke Hopkins)
Date: Fri, 1 Apr 2016 16:58:16 +0100
Subject: [rt-users] User not getting the webpath in links
In-Reply-To: <56FAD04F.3000803@xs4all.nl>
References: <56F420FD.6030200@openimp.com> <56F4231A.2020909@openimp.com>
 <56FAA68D.3010105@openimp.com> <56FAD04F.3000803@xs4all.nl>
Message-ID: <56FE9A98.1020508@openimp.com>

Just to give the solution if people need it.  I went into the user's 
settings -> saved searches recreated the entire search and now it works.

On 29/03/2016 19:58, Joop wrote:
> On 29-3-2016 18:00, Luke Hopkins wrote:
>> Has anyone encountered this issue before?  Am I not providing enough
>> information to make the issue clear?
>>
>> On 24/03/2016 17:25, Luke Hopkins wrote:
>>> I recently upgraded my database from 4.0.4 to 4.4.0.  Everything works
>>> fine except for one user who doesn't get the right links. Whenever the
>>> user clicks on a queue all tickets have the format:
>>>
>>> '  <b><a href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
>>>
>>> while every other user has the correct format of:
>>>
>>> '<b><a
>>> href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
>>>
>>>
>>> This cause the user to get a 503 whenever they click a link because the
>>> WebPath is missing.
>>>
>>> I can change the format but it always reverts back when I leave the
>>> query.  How do I get this to get the correct format each time.
> I think I have seen this before on the list. Think has something todo
> with a search that is in the attributes table and thus part of the users
> profile.
> There is a rt-attributes-viewer command that will show you the decoded
> content. Find all the records of that user and run the searches through
> this tool to see which one it is. There is also an editor tool.
>
> Regards,
>
> Joop
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



From Bernhard.Eierschmalz at scheppach.com  Mon Apr  4 04:00:41 2016
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Mon, 4 Apr 2016 08:00:41 +0000
Subject: [rt-users] Easy way to import a CSV file into ticketing?
In-Reply-To: <CA+M9YCn87M9z2ib=ebxK-4Y+g6pLXCLyJLhvr_v9oY0LhhOU-Q@mail.gmail.com>
References: <CA+M9YCn87M9z2ib=ebxK-4Y+g6pLXCLyJLhvr_v9oY0LhhOU-Q@mail.gmail.com>
Message-ID: <97344147CBA1644584462D6D81C43CE4D2A12608@svex.scheppach.local>

Hello Dave,

I import many kinds of CSV-files with bash scripts and rt-cli ? maybe this would be an idea for you!


Mit freundlichen Gr??en,
Best regards,

Bernhard

Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Dave Florek
Gesendet: Donnerstag, 31. M?rz 2016 21:22
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] Easy way to import a CSV file into ticketing?

Good afternoon,

If I have a CSV file full of information that I need to import into RT that's not an asset, is there an easy way to do this? I'm looking at the information posted in Postgresql for the database, and it looks doable, however I'm not sure if I can do it with the UIDs that RT generates.

Any ideas?

Sincerely,
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From akos.torok at docca.hu  Mon Apr  4 05:57:39 2016
From: akos.torok at docca.hu (akos.torok at docca.hu)
Date: Mon, 4 Apr 2016 11:57:39 +0200
Subject: [rt-users] Alternative GUIs for RT?
In-Reply-To: <1s8u0x27gt.fsf@voll2.uninett.no>
References: <1s60wu4fqr.fsf@voll2.uninett.no>
 <CAP6_3jv3sF77URObdF7xNB7SDOF11V-4yYrRHCnDo8BOo7DnCg@mail.gmail.com>
 <1s8u0x27gt.fsf@voll2.uninett.no>
Message-ID: <CAP6_3juPeNeQz-9ZrGp+7ep=RmKZz-f78jhJQvKhgeVTBfHbhg@mail.gmail.com>

Hi Gary, Vegard, Emmanuel,

We are happy that you find these things interesting. Telling the truth we
wanted to make these functions public, but don't know the proper way.

But now! We are creating one or two plugin of these functions in few weeks
(we are in middle of work, that's why it take so long), and we would upload
it somewhere to you to download.

Vegard, we would be happy if you upload that to github or so, since we are
not git masters. :)

Gary, we have stable version for 3.8., but if we have any useful version
for 4.x, I would ask for our programmers to provide those 4.x code as well,
and I would upload those if there is any.

Hi Emmanuel,
I've just sent you the password, your username is d2. If you have any
questions, just let me know!


Bests,

?kos





On Fri, Apr 1, 2016 at 8:01 AM, Vegard Vesterheim <
vegard.vesterheim at uninett.no> wrote:

> On Thu, 31 Mar 2016 17:44:55 +0200 akos.torok at docca.hu wrote:
>
> > We don't know if our coding style and quality is okay for RT or not, and
> we
> > are not familiar how to share this plugins on github or so. So we use
> these
> > in house, but we could give you access to our test system, you can try
> it,
> > and if you find useful we could send you the code for 3.8 (and the 4.2 as
> > well but it is not in everyday use).
>
> This looks promising, with funtionality along the same lines that we
> have been contemplating. We would be very interested in having a look at
> the code, and also possibly finding a way to continue
> sharing/co-developing.this further. Please consider putting this on
> Github or a similar hosting service.
>
>  - Vegard V -
>
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From bparish at cognex.com  Mon Apr  4 09:27:08 2016
From: bparish at cognex.com (Parish, Brent)
Date: Mon, 4 Apr 2016 13:27:08 +0000
Subject: [rt-users] Easy way to import a CSV file into ticketing?
In-Reply-To: <97344147CBA1644584462D6D81C43CE4D2A12608@svex.scheppach.local>
References: <CA+M9YCn87M9z2ib=ebxK-4Y+g6pLXCLyJLhvr_v9oY0LhhOU-Q@mail.gmail.com>
 <97344147CBA1644584462D6D81C43CE4D2A12608@svex.scheppach.local>
Message-ID: <4e0d34b20a6b40ba960a70734b1ac5ef@USNAEXCP1.pc.cognex.com>

Agreed ? CLI is a good way to go.

I wrote a Perl script to import the database from two other applications and that worked reasonably well.
One was a CSV export and the other was a MSSQL database we just connected directly to (two different cases that I munged into a single script)

I ran the importer against our test RT environment so I could continue to tweak it (and blow it away to start fresh) a number of times before going to prod ? I highly recommend doing that!

Of note:  Importing into RT will automatically create new ticket numbers for the old data.  In our case, it was imperative that I kept the original ticket numbers from the one database import, so I ran it first (against an empty RT install) and set the ticket number, knowing it wouldn?t overwrite anything in a blank RT instance.

I have not looked at or updated the scripts for a long time now, but this may be helpful to get you started anyway:
http://parishnetworks.blogspot.com/2014/10/importing-into-rt-from-another-helpdesk.html





From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eierschmalz, Bernhard
Sent: Monday, April 04, 2016 4:01 AM
To: Dave Florek <dave.a.florek at gmail.com>
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Easy way to import a CSV file into ticketing?

Hello Dave,

I import many kinds of CSV-files with bash scripts and rt-cli ? maybe this would be an idea for you!


Mit freundlichen Gr??en,
Best regards,

Bernhard

Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Dave Florek
Gesendet: Donnerstag, 31. M?rz 2016 21:22
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] Easy way to import a CSV file into ticketing?

Good afternoon,

If I have a CSV file full of information that I need to import into RT that's not an asset, is there an easy way to do this? I'm looking at the information posted in Postgresql for the database, and it looks doable, however I'm not sure if I can do it with the UIDs that RT generates.

Any ideas?

Sincerely,
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From skupko.sk at gmail.com  Mon Apr  4 09:45:07 2016
From: skupko.sk at gmail.com (Peter Viskup)
Date: Mon, 4 Apr 2016 15:45:07 +0200
Subject: [rt-users] RT::Crypt::GPG with gpg-agent
In-Reply-To: <56FBCF6E.9020001@bestpractical.com>
References: <CAPa6PsHP2PCOK=sCR1fS1U+vNfNsDYT1R6GBO+qWX29vNgJ8Pw@mail.gmail.com>
 <56FBCF6E.9020001@bestpractical.com>
Message-ID: <CAPa6PsHcy4X+x9qDb-S6Hugg_coJg4ph2A-aKNe-hUVaexkFEQ@mail.gmail.com>

On Wed, Mar 30, 2016 at 3:06 PM, Jim Brandt <jbrandt at bestpractical.com> wrote:
>
>
> On 3/30/16 7:52 AM, Peter Viskup wrote:
>>
>> Hello all,
>> just trying to figure how to setup RT with use of gpg-agent.
>>
>> Tried to start gpg-agent this way:
>>
>> root at server:~# gpg-agent --daemon --pinentry-program
>> /usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG
>>
>> And then in RT_SiteConfig.pm:
>> Set( %GnuPG,
>>          Enable => 1,
>>          OutgoingMessagesFormat => 'RFC',
>>          AllowEncryptDataInDB => 0
>> );
>>
>> Set( %GnuPGOptions,
>>          'digest-algo'   => 'SHA512',
>>          'use-agent'    => undef,
>>          'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket',
>>          'no-permission-warning' => undef,
>>          'homedir'       => '/opt/rt4/var/data/GnuPG'
>> );
>>
>> Set( @MailPlugins =>
>>          "Auth::MailFrom",
>>          "Auth::Crypt"
>> );
>>
>> Unfortunately it didn't work.
>>
>> The gpg-agent-info option need to have the values which change with
>> every gpg-agent execution.
>>
>> It could be possible to use write-env-file option and then read the
>> file by RT. Is it possible to extend the RT_SiteConfig.pm that way it
>> will read the file and fill the gpg-agent-info value in GnuPGOptions
>> hash?
>>
>> Any other thoughts?
>>
>> We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and
>> latest release of RT 4.2.
>>
>
> I think the use-standard-socket option is another approach. The value is
> then consistent each time. This has become the default in version 2.
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

Thank you - got it working this way:

in rc.local:
# start GPG agent for Request Tracker
/usr/local/bin/rt-gpg-agent

File /usr/local/bin/rt-gpg-agent (possible to extend it to standard
SysVinit script):
#!/bin/sh

RT_GPG_HOME=/opt/rt4/var/data/GnuPG/

[ -f "${RT_GPG_HOME}/S.gpg-agent" ] && rm -f "${RT_GPG_HOME}/S.gpg-agent"

# with cache TTL of 30 days
/usr/bin/gpg-agent --daemon --pinentry-program
/usr/bin/pinentry-curses --home "${RT_GPG_HOME}" --use-standard-socket
--default-cache-ttl 2592000 --max-cache-ttl 2592000

chmod 770 "${RT_GPG_HOME}/S.gpg-agent"
chgrp www-data "${RT_GPG_HOME}/S.gpg-agent"

cp /etc/hosts /tmp
gpg --use-agent --no-permission-warning --home
/opt/rt4/var/data/GnuPG/ -r security at eset.sk -e /tmp/hosts
# this will ask gpg-agent for a passphrase and will cache it for RT
gpg --use-agent --no-permission-warning --home
/opt/rt4/var/data/GnuPG/ -r security at eset.sk -d /tmp/hosts.gpg
# EOF

Entries for GPG in RT_SiteConfig.pm:
Set( %GnuPG,
        Enable => 1,
        OutgoingMessagesFormat => 'RFC',
        AllowEncryptDataInDB => 0
);

Set( %GnuPGOptions,
        'digest-algo'   => 'SHA512',
        'use-agent'     => undef,
        'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/S.gpg-agent',
        'no-permission-warning' => undef,
        'homedir'       => '/opt/rt4/var/data/GnuPG'
);

Set( @MailPlugins =>
        "Auth::MailFrom",
        "Auth::Crypt"
);

Hope it will help somebody.
-- 
Peter


From y.goudetsidis at mail.cryst.bbk.ac.uk  Wed Apr  6 07:53:18 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Wed, 06 Apr 2016 12:53:18 +0100
Subject: [rt-users] Installing RT on Centos7
Message-ID: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>

Hello

I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
Almost all dependencies are marked as MISSING.

Can someone please tell me what do I have to do, so that I can carry on 
with the installation?

Many thanks







From rshaker at ARDENCOMPANIES.COM  Wed Apr  6 08:26:28 2016
From: rshaker at ARDENCOMPANIES.COM (Bob Shaker)
Date: Wed, 6 Apr 2016 12:26:28 +0000
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>
References: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>
Message-ID: <SN1PR0301MB20463EF14EB8CC7A27546422DC9F0@SN1PR0301MB2046.namprd03.prod.outlook.com>

You should continue through the process as normal.
Install the dependencies through make fixdeps, and after that process finishes, manually install anything that did not automatically resolve itself.

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yanni
Sent: Wednesday, April 6, 2016 7:53 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Installing RT on Centos7

Hello

I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
Almost all dependencies are marked as MISSING.

Can someone please tell me what do I have to do, so that I can carry on with the installation?

Many thanks





---------
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

________________________________

ARDEN
A Global Company
Celebrating over 50 years of making your life more comfortable!

This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.

This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.


From zux at pie-dabas.net  Wed Apr  6 09:54:24 2016
From: zux at pie-dabas.net (zux)
Date: Wed, 6 Apr 2016 16:54:24 +0300
Subject: [rt-users] ExternalAuth LDAP timeout
Message-ID: <57051510.40008@pie-dabas.net>

Hi,
we had a strange problem today - our users authenticate with their AD 
accounts. There are two LDAP servers configured. One of the servers was 
offline for a time and users could not login at that time, although most 
of the users are from the AD that did work. The logs clearly stated that 
the user had successfully authenticated against the first LDAP server, 
but tried the other anyway. So the whole process died with timeout.

Here are some specifics from the apache error log:

[1192] [Wed Apr  6 11:53:17 2016] [info]: 
RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( LDAP ): 
username (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:348)
[Wed Apr 06 14:53:52.654654 2016] [fcgid:warn] [pid 934:tid 
140136953538304] [client 192.168.1.150:36148] mod_fcgid: read data 
timeout in 40 seconds, referer: https://
[Wed Apr 06 14:53:52.654835 2016] [core:error] [pid 934:tid 
140136953538304] [client 192.168.1.150:36148] End of script output 
before headers: rt-server.fcgi, referer: https://

(the difference in time is because rt logs in UTC, not local time zone - 
I have not yet tried to figure out why)

There is alot of data in rt.log because I enabled debug, but it 
basically says that there was a successful login in the first LDAP and 
the tries to bind to the second.


So the questions are:
1) Is there an option to enable timeout for LDAP logins?
2) Why does RT even try to login to the second LDAP, if the first 
succeeds? Why couldn't I login with root?


From iainr at inf.ed.ac.uk  Wed Apr  6 10:16:20 2016
From: iainr at inf.ed.ac.uk (Iain Rae)
Date: Wed, 6 Apr 2016 15:16:20 +0100
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>
References: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>
Message-ID: <0F94C627-1904-40BE-BAC6-AE3E765551E9@inf.ed.ac.uk>

Are you using additional repositories like EPEL? If you want to stay rpm based you can usually get srpms from fedora or you can use RTs mechanism to build them independently from the is

Sent from my iPhone

> On 6 Apr 2016, at 12:53, Yanni <y.goudetsidis at mail.cryst.bbk.ac.uk> wrote:
> 
> Hello
> 
> I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
> Almost all dependencies are marked as MISSING.
> 
> Can someone please tell me what do I have to do, so that I can carry on with the installation?
> 
> Many thanks
> 
> 
> 
> 
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
> 


-- 
The University of Edinburgh is a charitable body, registered in
Scotland, with registration number SC005336.



From SPostma at ztechnet.com  Wed Apr  6 10:35:05 2016
From: SPostma at ztechnet.com (Steve Postma)
Date: Wed, 6 Apr 2016 14:35:05 +0000
Subject: [rt-users] replys to tickets not going to queue
In-Reply-To: <57051510.40008@pie-dabas.net>
References: <57051510.40008@pie-dabas.net>
Message-ID: <CY1PR11MB07458F6498157E57A51F40AECD9F0@CY1PR11MB0745.namprd11.prod.outlook.com>





I have a single queue that email replies are not showing up in the queue. The emails are reaching the machine and maillog shows it being delivered to the queue, but it never shows up in RT.

Has anyone seen this behavior?

I'm using rt 4.2.5


Apr  6 10:23:59 rt postfix/local[21338]: BF63E2201B3: to=<messurier at rt.ztechnet.com>, relay=local, delay=0.33, delays=0.04/0/0/0.28, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --queue Messurier --action correspond --url http://localhost/)



Thanks,
Steve


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From andrew at etc.gen.nz  Wed Apr  6 18:35:43 2016
From: andrew at etc.gen.nz (Andrew Ruthven)
Date: Thu, 07 Apr 2016 10:35:43 +1200
Subject: [rt-users] Sending ticket creates/updates to IRC?
Message-ID: <1459982143.6977.18.camel@etc.gen.nz>

Hey,

Before I start writing something, does anyone have any tooling for
sending tickets creates and updates into IRC channels?

I'm already using Bot::BasicBot::Pluggable::Module::RT, but I'd like a
near real time stream.

Cheers,
Andrew

-- 
Andrew Ruthven, Wellington, New Zealand
andrew at etc.gen.nz             |     linux.conf.au 2016 
  New Zealand's only Cloud:   | LCA By the Bay, Geelong, AU
https://catalyst.net.nz/cloud | http://lca2016.linux.org.au







From y.goudetsidis at mail.cryst.bbk.ac.uk  Thu Apr  7 06:07:09 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Thu, 07 Apr 2016 11:07:09 +0100
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <SN1PR0301MB20463EF14EB8CC7A27546422DC9F0@SN1PR0301MB2046.namprd03.prod.outlook.com>
References: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>
 <SN1PR0301MB20463EF14EB8CC7A27546422DC9F0@SN1PR0301MB2046.namprd03.prod.outlook.com>
Message-ID: <5706314D.5090102@mail.cryst.bbk.ac.uk>

Thanks Bod

I noticed that at the end of the "make fixdeps" output it said:

You haven't configured the CPAN shell yet.
Please run `/usr/bin/perl -MCPAN -e shell` to configure it.
make: *** [fixdeps] Error 1

So I did exaclty that and accepted all the defaults. I then run "make 
fixdeps" again and it installed
most dependencies except 3 shown below:

SMIME missing dependencies:
         File::Which ...MISSING
GPG missing dependencies:
         File::Which ...MISSING
CORE missing dependencies:
         Plack::Handler::Starlet ...MISSING

Could you please let me know how I can manually install them?

Thank you


On 06/04/16 13:26, Bob Shaker wrote:
> You should continue through the process as normal.
> Install the dependencies through make fixdeps, and after that process finishes, manually install anything that did not automatically resolve itself.
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yanni
> Sent: Wednesday, April 6, 2016 7:53 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Installing RT on Centos7
>
> Hello
>
> I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
> Almost all dependencies are marked as MISSING.
>
> Can someone please tell me what do I have to do, so that I can carry on with the installation?
>
> Many thanks
>
>
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
> ________________________________
>
> ARDEN
> A Global Company
> Celebrating over 50 years of making your life more comfortable!
>
> This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.
>
> This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.



From andrius.kulbis at ktu.lt  Thu Apr  7 06:29:58 2016
From: andrius.kulbis at ktu.lt (andriuss)
Date: Thu, 7 Apr 2016 03:29:58 -0700 (MST)
Subject: [rt-users] upgrade-sla sets Due to (not set [RT 4.4])
Message-ID: <1460024998683-61676.post@n7.nabble.com>

Hello I have done the upgrade procedure to move from 4.2.12 to 4.4 version.
Cleaned cache, started my webserver, enable SLA on all queues and then run
the etc/upgrade/upgrade-sla scritp. I have noticed that the Due of all
tickets is set to ('not set'). How can I avoid this?

Status:	rejected
SLA:	 Incident
Priority:	Lower/Highest
Queue:	RT_support


#
2016-04-07 14:24:25 The RT System itself - SLA changed from (no value) to
'Incident' 
#
2016-04-07 14:24:25 The RT System itself - Due changed from 2013-09-06
13:20:50 to Not set 




--
View this message in context: http://requesttracker.8502.n7.nabble.com/upgrade-sla-sets-Due-to-not-set-RT-4-4-tp61676.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From jbrandt at bestpractical.com  Thu Apr  7 08:27:59 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Thu, 7 Apr 2016 08:27:59 -0400
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <5706314D.5090102@mail.cryst.bbk.ac.uk>
References: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>
 <SN1PR0301MB20463EF14EB8CC7A27546422DC9F0@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <5706314D.5090102@mail.cryst.bbk.ac.uk>
Message-ID: <5706524F.4080408@bestpractical.com>

Plack::Handler::Starlet might be failing to install because if a failing 
test in a new version of a dependent module, Test::TCP version 2.15. If 
you manually install the previous version of Test::TCP it should work. 
In the CPAN shell that looks like:

cpan[2]> install TOKUHIROM/Test-TCP-2.14.tar.gz

The other two need the module File::Which installed first as noted in 
the output, so;

cpan[3]> install File::Which

Then try make testdeps again.

On 4/7/16 6:07 AM, Yanni wrote:
> Thanks Bod
>
> I noticed that at the end of the "make fixdeps" output it said:
>
> You haven't configured the CPAN shell yet.
> Please run `/usr/bin/perl -MCPAN -e shell` to configure it.
> make: *** [fixdeps] Error 1
>
> So I did exaclty that and accepted all the defaults. I then run "make
> fixdeps" again and it installed
> most dependencies except 3 shown below:
>
> SMIME missing dependencies:
>          File::Which ...MISSING
> GPG missing dependencies:
>          File::Which ...MISSING
> CORE missing dependencies:
>          Plack::Handler::Starlet ...MISSING
>
> Could you please let me know how I can manually install them?
>
> Thank you
>
>
> On 06/04/16 13:26, Bob Shaker wrote:
>> You should continue through the process as normal.
>> Install the dependencies through make fixdeps, and after that process
>> finishes, manually install anything that did not automatically resolve
>> itself.
>>
>> -----Original Message-----
>> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
>> Behalf Of Yanni
>> Sent: Wednesday, April 6, 2016 7:53 AM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Installing RT on Centos7
>>
>> Hello
>>
>> I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
>> Almost all dependencies are marked as MISSING.
>>
>> Can someone please tell me what do I have to do, so that I can carry
>> on with the installation?
>>
>> Many thanks
>>
>>
>>
>>
>>
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>> ________________________________
>>
>> ARDEN
>> A Global Company
>> Celebrating over 50 years of making your life more comfortable!
>>
>> This message may contain confidential and/or privileged information.
>> If you are not the addressee or authorized to receive this for the
>> addressee, you must not use, copy, disclose, or take any action based
>> on this message or any information herein. If you have received this
>> message in error, please advise the sender immediately by reply e-mail
>> and delete this message.
>>
>> This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus
>> Server.
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From jvdwege at xs4all.nl  Thu Apr  7 08:50:17 2016
From: jvdwege at xs4all.nl (Joop)
Date: Thu, 7 Apr 2016 14:50:17 +0200
Subject: [rt-users] Onetime CC are giving an internal error
Message-ID: <57065789.90702@xs4all.nl>

We are running rt-4.4.0 and just noticed that selecting a One-time Cc
gives an internal error in the Scrips and Recipients block.
The error is:

[9625] [Thu Apr  7 12:37:48 2016] [warning]: Use of uninitialized value in split at /opt/rt4/share/html/Helpers/PreviewScrips line 81. (/opt/rt4/share/html/Helpers/PreviewScrips:81)
[9625] [Thu Apr  7 12:37:48 2016] [error]: Operation "eq": no method found,
        left argument has no overloaded magic,
        right argument in overloaded package Email::Address at /opt/rt4/share/html/Helpers/PreviewScrips line 115.

Stack:
  [/opt/rt4/share/html/Helpers/PreviewScrips:115]
  [/opt/rt4/share/html/Helpers/autohandler:51]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]
  [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)

Anyone else seen that?

We are running rt with a couple of extensions but none of them should be
touching something in that part of the code.

Something related to this, namely PreviewScrips. If you reply/comment to
a large message body then apache will log a 414 and there will be no
text in the Scrips and Recipients block.
Looking at the apache logs shows a very large GET request which looks
like an URL encoded block of text which is 8000 chars.
Shouldn't PreviewScrips use POST instead of GET because of the possible
large amount of text?

Regards,

Joop



From rshaker at ARDENCOMPANIES.COM  Thu Apr  7 08:12:37 2016
From: rshaker at ARDENCOMPANIES.COM (Bob Shaker)
Date: Thu, 7 Apr 2016 12:12:37 +0000
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <5706314D.5090102@mail.cryst.bbk.ac.uk>
References: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>
 <SN1PR0301MB20463EF14EB8CC7A27546422DC9F0@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <5706314D.5090102@mail.cryst.bbk.ac.uk>
Message-ID: <SN1PR0301MB2046A20842CA428092BF18E4DC900@SN1PR0301MB2046.namprd03.prod.outlook.com>

The way I do it at this point is through CPAN semi-manually.

/usr/bin/perl -MCPAN -e 'install File::Which'

Then repeat that for the other two packages. If these still do not build you might have to do additional configuration.

-----Original Message-----
From: Yanni [mailto:y.goudetsidis at mail.cryst.bbk.ac.uk]
Sent: Thursday, April 7, 2016 6:07 AM
To: Bob Shaker <rshaker at ARDENCOMPANIES.COM>; rt-users at lists.bestpractical.com; iainr at inf.ed.ac.uk
Subject: Re: [rt-users] Installing RT on Centos7

Thanks Bod

I noticed that at the end of the "make fixdeps" output it said:

You haven't configured the CPAN shell yet.
Please run `/usr/bin/perl -MCPAN -e shell` to configure it.
make: *** [fixdeps] Error 1

So I did exaclty that and accepted all the defaults. I then run "make fixdeps" again and it installed most dependencies except 3 shown below:

SMIME missing dependencies:
         File::Which ...MISSING
GPG missing dependencies:
         File::Which ...MISSING
CORE missing dependencies:
         Plack::Handler::Starlet ...MISSING

Could you please let me know how I can manually install them?

Thank you


On 06/04/16 13:26, Bob Shaker wrote:
> You should continue through the process as normal.
> Install the dependencies through make fixdeps, and after that process finishes, manually install anything that did not automatically resolve itself.
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
> Behalf Of Yanni
> Sent: Wednesday, April 6, 2016 7:53 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Installing RT on Centos7
>
> Hello
>
> I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
> Almost all dependencies are marked as MISSING.
>
> Can someone please tell me what do I have to do, so that I can carry on with the installation?
>
> Many thanks
>
>
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
> ________________________________
>
> ARDEN
> A Global Company
> Celebrating over 50 years of making your life more comfortable!
>
> This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.
>
> This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.


________________________________

ARDEN
A Global Company
Celebrating over 50 years of making your life more comfortable!

This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.

This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.


From y.goudetsidis at mail.cryst.bbk.ac.uk  Thu Apr  7 10:01:00 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Thu, 07 Apr 2016 15:01:00 +0100
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <SN1PR0301MB2046A20842CA428092BF18E4DC900@SN1PR0301MB2046.namprd03.prod.outlook.com>
References: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>
 <SN1PR0301MB20463EF14EB8CC7A27546422DC9F0@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <5706314D.5090102@mail.cryst.bbk.ac.uk>
 <SN1PR0301MB2046A20842CA428092BF18E4DC900@SN1PR0301MB2046.namprd03.prod.outlook.com>
Message-ID: <5706681C.4070600@mail.cryst.bbk.ac.uk>

Unfortunately it fails at the end.

/usr/bin/perl -MCPAN -e 'install File::Which'
outputs: Can't locate object method "install" via package "File::Which" at -e line 1

/usr/bin/perl -MCPAN -e 'install Plack::Handler::Starlet'
seems to start building the module but fails in the end. The last few lines of the output is:

Test Summary Report
-------------------
t/11multi-sockets.t      (Wstat: 25088 Tests: 0 Failed: 0)
   Non-zero exit status: 98
   Parse errors: No plan found in TAP output
Files=14, Tests=130, 19 wallclock secs ( 0.06 usr  0.01 sys +  2.28 cusr  0.70 csys =  3.05 CPU)
Result: FAIL
Failed 1/14 test programs. 0/130 subtests failed.
make: *** [test_dynamic] Error 255
   KAZUHO/Starlet-0.29.tar.gz
   /usr/bin/make test -- NOT OK
//hint// to see the cpan-testers results for installing this module, try:
   reports KAZUHO/Starlet-0.29.tar.gz
Running make install
   make test had returned bad status, won't install without force

Should I force it or is it not recommended?




On 07/04/16 13:12, Bob Shaker wrote:
> The way I do it at this point is through CPAN semi-manually.
>
> /usr/bin/perl -MCPAN -e 'install File::Which'
>
> Then repeat that for the other two packages. If these still do not build you might have to do additional configuration.
>
> -----Original Message-----
> From: Yanni [mailto:y.goudetsidis at mail.cryst.bbk.ac.uk]
> Sent: Thursday, April 7, 2016 6:07 AM
> To: Bob Shaker <rshaker at ARDENCOMPANIES.COM>; rt-users at lists.bestpractical.com; iainr at inf.ed.ac.uk
> Subject: Re: [rt-users] Installing RT on Centos7
>
> Thanks Bod
>
> I noticed that at the end of the "make fixdeps" output it said:
>
> You haven't configured the CPAN shell yet.
> Please run `/usr/bin/perl -MCPAN -e shell` to configure it.
> make: *** [fixdeps] Error 1
>
> So I did exaclty that and accepted all the defaults. I then run "make fixdeps" again and it installed most dependencies except 3 shown below:
>
> SMIME missing dependencies:
>           File::Which ...MISSING
> GPG missing dependencies:
>           File::Which ...MISSING
> CORE missing dependencies:
>           Plack::Handler::Starlet ...MISSING
>
> Could you please let me know how I can manually install them?
>
> Thank you
>
>
> On 06/04/16 13:26, Bob Shaker wrote:
>> You should continue through the process as normal.
>> Install the dependencies through make fixdeps, and after that process finishes, manually install anything that did not automatically resolve itself.
>>
>> -----Original Message-----
>> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
>> Behalf Of Yanni
>> Sent: Wednesday, April 6, 2016 7:53 AM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Installing RT on Centos7
>>
>> Hello
>>
>> I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
>> Almost all dependencies are marked as MISSING.
>>
>> Can someone please tell me what do I have to do, so that I can carry on with the installation?
>>
>> Many thanks
>>
>>
>>
>>
>>
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>> ________________________________
>>
>> ARDEN
>> A Global Company
>> Celebrating over 50 years of making your life more comfortable!
>>
>> This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.
>>
>> This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.
>
> ________________________________
>
> ARDEN
> A Global Company
> Celebrating over 50 years of making your life more comfortable!
>
> This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.
>
> This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.



From john.bako at nyu.edu  Thu Apr  7 12:34:11 2016
From: john.bako at nyu.edu (John Bako)
Date: Thu, 7 Apr 2016 12:34:11 -0400
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <5706681C.4070600@mail.cryst.bbk.ac.uk>
References: <5704F8AE.6060309@mail.cryst.bbk.ac.uk>
 <SN1PR0301MB20463EF14EB8CC7A27546422DC9F0@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <5706314D.5090102@mail.cryst.bbk.ac.uk>
 <SN1PR0301MB2046A20842CA428092BF18E4DC900@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <5706681C.4070600@mail.cryst.bbk.ac.uk>
Message-ID: <CAN-yL=OYRe4U=L83ngcWLOWjUD7Y2y_2ej9R4WtA=Tq3O04mkQ@mail.gmail.com>

Send the output of the following commands run as root:

# yum repolist
# rpm -qa | grep -i perl

--
John Bako
Manager, Scientific Computing
Department of Biology & Center for Genomics and Systems Biology
New York University
212-998-8207 (office)

On Thu, Apr 7, 2016 at 10:01 AM, Yanni <y.goudetsidis at mail.cryst.bbk.ac.uk>
wrote:

> Unfortunately it fails at the end.
>
> /usr/bin/perl -MCPAN -e 'install File::Which'
> outputs: Can't locate object method "install" via package "File::Which" at
> -e line 1
>
> /usr/bin/perl -MCPAN -e 'install Plack::Handler::Starlet'
> seems to start building the module but fails in the end. The last few
> lines of the output is:
>
> Test Summary Report
> -------------------
> t/11multi-sockets.t      (Wstat: 25088 Tests: 0 Failed: 0)
>   Non-zero exit status: 98
>   Parse errors: No plan found in TAP output
> Files=14, Tests=130, 19 wallclock secs ( 0.06 usr  0.01 sys +  2.28 cusr
> 0.70 csys =  3.05 CPU)
> Result: FAIL
> Failed 1/14 test programs. 0/130 subtests failed.
> make: *** [test_dynamic] Error 255
>   KAZUHO/Starlet-0.29.tar.gz
>   /usr/bin/make test -- NOT OK
> //hint// to see the cpan-testers results for installing this module, try:
>   reports KAZUHO/Starlet-0.29.tar.gz
> Running make install
>   make test had returned bad status, won't install without force
>
> Should I force it or is it not recommended?
>
>
>
>
>
> On 07/04/16 13:12, Bob Shaker wrote:
>
>> The way I do it at this point is through CPAN semi-manually.
>>
>> /usr/bin/perl -MCPAN -e 'install File::Which'
>>
>> Then repeat that for the other two packages. If these still do not build
>> you might have to do additional configuration.
>>
>> -----Original Message-----
>> From: Yanni [mailto:y.goudetsidis at mail.cryst.bbk.ac.uk]
>> Sent: Thursday, April 7, 2016 6:07 AM
>> To: Bob Shaker <rshaker at ARDENCOMPANIES.COM>;
>> rt-users at lists.bestpractical.com; iainr at inf.ed.ac.uk
>> Subject: Re: [rt-users] Installing RT on Centos7
>>
>> Thanks Bod
>>
>> I noticed that at the end of the "make fixdeps" output it said:
>>
>> You haven't configured the CPAN shell yet.
>> Please run `/usr/bin/perl -MCPAN -e shell` to configure it.
>> make: *** [fixdeps] Error 1
>>
>> So I did exaclty that and accepted all the defaults. I then run "make
>> fixdeps" again and it installed most dependencies except 3 shown below:
>>
>> SMIME missing dependencies:
>>           File::Which ...MISSING
>> GPG missing dependencies:
>>           File::Which ...MISSING
>> CORE missing dependencies:
>>           Plack::Handler::Starlet ...MISSING
>>
>> Could you please let me know how I can manually install them?
>>
>> Thank you
>>
>>
>> On 06/04/16 13:26, Bob Shaker wrote:
>>
>>> You should continue through the process as normal.
>>> Install the dependencies through make fixdeps, and after that process
>>> finishes, manually install anything that did not automatically resolve
>>> itself.
>>>
>>> -----Original Message-----
>>> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
>>> Behalf Of Yanni
>>> Sent: Wednesday, April 6, 2016 7:53 AM
>>> To: rt-users at lists.bestpractical.com
>>> Subject: [rt-users] Installing RT on Centos7
>>>
>>> Hello
>>>
>>> I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
>>> Almost all dependencies are marked as MISSING.
>>>
>>> Can someone please tell me what do I have to do, so that I can carry on
>>> with the installation?
>>>
>>> Many thanks
>>>
>>>
>>>
>>>
>>>
>>> ---------
>>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>>> * Washington DC - May 23 & 24, 2016
>>>
>>> ________________________________
>>>
>>> ARDEN
>>> A Global Company
>>> Celebrating over 50 years of making your life more comfortable!
>>>
>>> This message may contain confidential and/or privileged information. If
>>> you are not the addressee or authorized to receive this for the addressee,
>>> you must not use, copy, disclose, or take any action based on this message
>>> or any information herein. If you have received this message in error,
>>> please advise the sender immediately by reply e-mail and delete this
>>> message.
>>>
>>> This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus
>>> Server.
>>>
>>
>> ________________________________
>>
>> ARDEN
>> A Global Company
>> Celebrating over 50 years of making your life more comfortable!
>>
>> This message may contain confidential and/or privileged information. If
>> you are not the addressee or authorized to receive this for the addressee,
>> you must not use, copy, disclose, or take any action based on this message
>> or any information herein. If you have received this message in error,
>> please advise the sender immediately by reply e-mail and delete this
>> message.
>>
>> This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus
>> Server.
>>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
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From y.goudetsidis at mail.cryst.bbk.ac.uk  Fri Apr  8 05:42:33 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Fri, 08 Apr 2016 10:42:33 +0100
Subject: [rt-users] Installing RT on Centos7
Message-ID: <57077D09.5010901@mail.cryst.bbk.ac.uk>

Thank you Jim.

Installing the previous version of the Test-TCP module did the trick.

cpan[2]> install TOKUHIROM/Test-TCP-2.14.tar.gz

and then "make fixdeps" sorted "Plack::Handler::Starlet" out.

Now the only module that's reported missing is "File::Which". This is what I get when I try to install it:

[root at paok rt-4.4.0]# cpanm File::Which

--> Working on File::Which
Fetching 
http://www.cpan.org/authors/id/P/PL/PLICEASE/File-Which-1.21.tar.gz ... OK
Configuring File-Which-1.21 ... OK
Building and testing File-Which-1.21 ... FAIL
! Installing File::Which failed. See 
/root/.cpanm/work/1460108230.29671/build.log for details. Retry with 
--force to force install it.

"make fixdeps" reports that it can not install it without force.

Install module File::Which
Running install for module 'File::Which'
Running make for P/PL/PLICEASE/File-Which-1.21.tar.gz
   Has already been unwrapped into directory 
/root/.cpan/build/File-Which-1.21-U29XMR
   Has already been made
Running make test
   Has already been tested within this command
Running make install
   make test had returned bad status, won't install without force

Is it OK if I force it?

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From jbrandt at bestpractical.com  Fri Apr  8 09:06:30 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Fri, 8 Apr 2016 09:06:30 -0400
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <57077D09.5010901@mail.cryst.bbk.ac.uk>
References: <57077D09.5010901@mail.cryst.bbk.ac.uk>
Message-ID: <5707ACD6.30805@bestpractical.com>

Are there any useful log messages in:

/root/.cpanm/work/1460108230.29671/build.log

?

On 4/8/16 5:42 AM, Yanni wrote:
> Thank you Jim.
>
> Installing the previous version of the Test-TCP module did the trick.
>
> cpan[2]> install TOKUHIROM/Test-TCP-2.14.tar.gz and then "make fixdeps"
> sorted "Plack::Handler::Starlet" out. Now the only module that's
> reported missing is "File::Which". This is what I get when I try to
> install it:
> [root at paok rt-4.4.0]# cpanm File::Which
>
> --> Working on File::Which
> Fetching
> http://www.cpan.org/authors/id/P/PL/PLICEASE/File-Which-1.21.tar.gz ... OK
> Configuring File-Which-1.21 ... OK
> Building and testing File-Which-1.21 ... FAIL
> ! Installing File::Which failed. See
> /root/.cpanm/work/1460108230.29671/build.log for details. Retry with
> --force to force install it.
>
> "make fixdeps" reports that it can not install it without force.
>
> Install module File::Which
> Running install for module 'File::Which'
> Running make for P/PL/PLICEASE/File-Which-1.21.tar.gz
>    Has already been unwrapped into directory
> /root/.cpan/build/File-Which-1.21-U29XMR
>    Has already been made
> Running make test
>    Has already been tested within this command
> Running make install
>    make test had returned bad status, won't install without force
>
> Is it OK if I force it?
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>


From borepstein at gmail.com  Fri Apr  8 15:02:19 2016
From: borepstein at gmail.com (Boris Epstein)
Date: Fri, 8 Apr 2016 15:02:19 -0400
Subject: [rt-users] data replication RT server to RT server
Message-ID: <CADeF1XGqYw8iSjVQ9eAYDJ4RVq0qGnW99Past_9ZDSgPKTDf6g@mail.gmail.com>

Hello listmates,

Here is what I have in mind.

Let us say I have a production RT instance. Let us call it rt_prod. Let us
also say I want to run a staging instance on which I would be testing new
versions, extensions, etc. Let us call is rt_stag.

Is there a way to synchronize the to with regard to actual ticket data -
i.e., make it so that once any modification is made on the production one
(rt_prod), for instance, the same is reflected on staging (rt_stag). I may
even want to do it both ways.

Any way to do something like this - or am I just dreaming?

Thanks.

Boris.
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From ktm at rice.edu  Fri Apr  8 15:15:07 2016
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 8 Apr 2016 14:15:07 -0500
Subject: [rt-users] data replication RT server to RT server
In-Reply-To: <CADeF1XGqYw8iSjVQ9eAYDJ4RVq0qGnW99Past_9ZDSgPKTDf6g@mail.gmail.com>
References: <CADeF1XGqYw8iSjVQ9eAYDJ4RVq0qGnW99Past_9ZDSgPKTDf6g@mail.gmail.com>
Message-ID: <20160408191507.GB17736@aart.rice.edu>

On Fri, Apr 08, 2016 at 03:02:19PM -0400, Boris Epstein wrote:
> Hello listmates,
> 
> Here is what I have in mind.
> 
> Let us say I have a production RT instance. Let us call it rt_prod. Let us
> also say I want to run a staging instance on which I would be testing new
> versions, extensions, etc. Let us call is rt_stag.
> 
> Is there a way to synchronize the to with regard to actual ticket data -
> i.e., make it so that once any modification is made on the production one
> (rt_prod), for instance, the same is reflected on staging (rt_stag). I may
> even want to do it both ways.
> 
> Any way to do something like this - or am I just dreaming?
> 
> Thanks.
> 
> Boris.

Hi Boris,

Read through the upgrade documentation and check out the changes introduced
in the schema during the process. Not having done so, if the changes are in
some sense one-to-one, you may be able to have your production data pushed
into your test system with judicious scripting, triggers, views,.... It may
be more useful to script the upgrade process completely for the DB and then
update it once a day with the latest information. Going both ways would be
EXTREMELY challenging. Let us know if you get something like this working,
I think it would be of interest to others.

Regards,
Ken


From bparish at cognex.com  Fri Apr  8 15:28:52 2016
From: bparish at cognex.com (Parish, Brent)
Date: Fri, 8 Apr 2016 19:28:52 +0000
Subject: [rt-users] data replication RT server to RT server
In-Reply-To: <CADeF1XGqYw8iSjVQ9eAYDJ4RVq0qGnW99Past_9ZDSgPKTDf6g@mail.gmail.com>
References: <CADeF1XGqYw8iSjVQ9eAYDJ4RVq0qGnW99Past_9ZDSgPKTDf6g@mail.gmail.com>
Message-ID: <7872ff4cd58e4aa0a98f20bcb4ab7368@USNAEXCP1.pc.cognex.com>

If using MySQL you can do circular replication, I was keeping a ?live? backup of our database for disaster recovery/failover using Tungsten.
But the point Ken made about database differences between versions is a HUGE thing to consider!!!

I run all RT upgrades in a test environment before moving to prod.
I got really tired of flattening and rebuilding test by hand so I hacked together this:  http://parishnetworks.blogspot.com/2014/10/a-script-to-flatten-rt-devtest-and.html

It?s pretty ugly so I wouldn?t use it as-is, but it may serve as a starting point for you.


-          Brent



From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris Epstein
Sent: Friday, April 08, 2016 3:02 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] data replication RT server to RT server

Hello listmates,

Here is what I have in mind.

Let us say I have a production RT instance. Let us call it rt_prod. Let us also say I want to run a staging instance on which I would be testing new versions, extensions, etc. Let us call is rt_stag.

Is there a way to synchronize the to with regard to actual ticket data - i.e., make it so that once any modification is made on the production one (rt_prod), for instance, the same is reflected on staging (rt_stag). I may even want to do it both ways.

Any way to do something like this - or am I just dreaming?

Thanks.

Boris.
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From cwieks at mcls.org  Fri Apr  8 15:06:35 2016
From: cwieks at mcls.org (Sean Cwiek)
Date: Fri, 8 Apr 2016 19:06:35 +0000
Subject: [rt-users] Onetime CC are giving an internal error
Message-ID: <BLUPR19MB01784B77060524C4DAD9D57BBF910@BLUPR19MB0178.namprd19.prod.outlook.com>

We are seeing something very similar for every correspondence after upgrading to 4.4.  The call to load the Scrips and Recipients box when updating a ticket contains the entire content of the message in the string, which is often leading to this 414 error.  We never ran into this issue in 4.2.

> We are running rt-4.4.0 and just noticed that selecting a One-time Cc
> gives an internal error in the Scrips and Recipients block.
> The error is:
>
 > [9625] [Thu Apr  7 12:37:48 2016] [warning]: Use of uninitialized value in split at /opt/rt4/share/html/Helpers/PreviewScrips line 81. (/opt/rt4/share/html/Helpers/PreviewScrips:81)
> [9625] [Thu Apr  7 12:37:48 2016] [error]: Operation "eq": no method found,
>         left argument has no overloaded magic,
>         right argument in overloaded package Email::Address at /opt/rt4/share/html/Helpers/PreviewScrips line 115.
>
 > Stack:
>   [/opt/rt4/share/html/Helpers/PreviewScrips:115]
>   [/opt/rt4/share/html/Helpers/autohandler:51]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]
>   [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
>
 > Anyone else seen that?
>
 > We are running rt with a couple of extensions but none of them should be
> touching something in that part of the code.
>
 > Something related to this, namely PreviewScrips. If you reply/comment to
> a large message body then apache will log a 414 and there will be no
> text in the Scrips and Recipients block.
> Looking at the apache logs shows a very large GET request which looks
> like an URL encoded block of text which is 8000 chars.
> Shouldn't PreviewScrips use POST instead of GET because of the possible
> large amount of text?
>
 > Regards,
>
 > Joop


Thanks.

Sean Cwiek
MeL Systems Specialist
Midwest Collaborative for Library Services (MCLS)
Phone: 800-530-9019 ext. 148
Phone: 517-492-3848
CwiekS at mcls.org<mailto:CwiekS at mcls.org>

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From jvdwege at xs4all.nl  Fri Apr  8 15:47:05 2016
From: jvdwege at xs4all.nl (Joop)
Date: Fri, 8 Apr 2016 21:47:05 +0200
Subject: [rt-users] Onetime CC are giving an internal error
In-Reply-To: <BLUPR19MB01784B77060524C4DAD9D57BBF910@BLUPR19MB0178.namprd19.prod.outlook.com>
References: <BLUPR19MB01784B77060524C4DAD9D57BBF910@BLUPR19MB0178.namprd19.prod.outlook.com>
Message-ID: <57080AB9.6020002@xs4all.nl>

On 8-4-2016 21:06, Sean Cwiek wrote:
>
> We are seeing something very similar for every correspondence after
> upgrading to 4.4.  The call to load the Scrips and Recipients box when
> updating a ticket contains the entire content of the message in the
> string, which is often leading to this 414 error.  We never ran into
> this issue in 4.2.
>
>  
>
> > We are running rt-4.4.0 and just noticed that selecting a One-time Cc
>
> > gives an internal error in the Scrips and Recipients block.
>
> > The error is:
>
> >
>
>  > [9625] [Thu Apr  7 12:37:48 2016] [warning]: Use of uninitialized
> value in split at /opt/rt4/share/html/Helpers/PreviewScrips line 81.
> (/opt/rt4/share/html/Helpers/PreviewScrips:81)
>
> > [9625] [Thu Apr  7 12:37:48 2016] [error]: Operation "eq": no method
> found,
>
> >         left argument has no overloaded magic,
>
> >         right argument in overloaded package Email::Address at
> /opt/rt4/share/html/Helpers/PreviewScrips line 115.
>
> >
>
>  > Stack:
>
> >   [/opt/rt4/share/html/Helpers/PreviewScrips:115]
>
> >   [/opt/rt4/share/html/Helpers/autohandler:51]
>
> >   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
>
> >   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]
>
> >   [/opt/rt4/share/html/autohandler:53]
> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
>
> >
>
>  > Anyone else seen that?
>
> >
>
>  > We are running rt with a couple of extensions but none of them
> should be
>
> > touching something in that part of the code.
>
> >
>
>  > Something related to this, namely PreviewScrips. If you
> reply/comment to
>
> > a large message body then apache will log a 414 and there will be no
>
> > text in the Scrips and Recipients block.
>
> > Looking at the apache logs shows a very large GET request which looks
>
> > like an URL encoded block of text which is 8000 chars.
>
> > Shouldn't PreviewScrips use POST instead of GET because of the possible
>
> > large amount of text?
>
> >
>
>  > Regards,
>
>

I might have some spare time this weekend and if so will be looking into
it to see what changed between 4.2 and 4.4. Some help from BP is very
welcome too :-)
I might open a bug report just to make it know to more people.

Thanks for letting me know I'm not alone,

Joop

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From waveright at gmail.com  Sat Apr  9 03:40:04 2016
From: waveright at gmail.com (Todd Wade)
Date: Sat, 9 Apr 2016 03:40:04 -0400
Subject: [rt-users] Onetime CC are giving an internal error
In-Reply-To: <57065789.90702@xs4all.nl>
References: <57065789.90702@xs4all.nl>
Message-ID: <5708B1D4.7070703@gmail.com>

On 4/7/16 8:50 AM, Joop wrote:
> like an URL encoded block of text which is 8000 chars.
> Shouldn't PreviewScrips use POST instead of GET because of the possible
> large amount of text?

Yeah it looks like that should POST.

I put in a pull request for this:

https://github.com/bestpractical/rt/pull/184
https://github.com/bestpractical/rt/pull/184.diff

I had to add a helper to util.js because unfortunately it looks like 
theres no way to serialize the form as an object with stock jQuery. So 
you might want to wait to see if BPS accepts this as-is before applying it.

Regards,



From y.goudetsidis at mail.cryst.bbk.ac.uk  Mon Apr 11 04:47:40 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Mon, 11 Apr 2016 09:47:40 +0100
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <mailman.3.1460131202.24417.rt-users@lists.bestpractical.com>
References: <mailman.3.1460131202.24417.rt-users@lists.bestpractical.com>
Message-ID: <570B64AC.5000409@mail.cryst.bbk.ac.uk>

[root at jimmy rt-4.4.0]# yum repolist
-------------------------
Loaded plugins: fastestmirror
Loading mirror speeds from cached hostfile
  * base: centos.serverspace.co.uk
  * epel: epel.check-update.co.uk
  * extras: centos.serverspace.co.uk
  * updates: mirrors.clouvider.net
repo id                                    repo name status
!base/7/x86_64                     CentOS-7 - 
Base                                                         9,007
!epel/x86_64          Extra Packages for Enterprise Linux 7 - 
x86_64                        9,739
!extras/7/x86_64   CentOS-7 - Extras 264
!mysql-connectors-community/x86_64    MySQL 
Connectors                                  21
!mysql-tools-community/x86_64              MySQL Tools 
Communi                            33
!mysql56-community/x86_64       MySQL 5.6 Community Server 
                        214
!sernet-samba-4.2                        SerNet Samba 4.2 Packages 
(centos-7)              14
!updates/7/x86_64                       CentOS-7 - 
Updates                                             1,241
repolist: 20,533
--------------------------

[root at jimmy rt-4.4.0]# rpm -qa | grep -i perl
--------------------------
perl-podlators-2.5.1-3.el7.noarch
perl-Encode-2.51-7.el7.x86_64
perl-Exporter-5.68-3.el7.noarch
perl-Carp-1.26-244.el7.noarch
perl-Pod-Simple-3.28-4.el7.noarch
perl-threads-1.87-4.el7.x86_64
perl-Compress-Raw-Zlib-2.061-4.el7.x86_64
perl-Compress-Raw-Bzip2-2.061-3.el7.x86_64
perl-Test-Harness-3.28-3.el7.noarch
perl-Digest-1.17-245.el7.noarch
perl-ExtUtils-MakeMaker-6.68-3.el7.noarch
perl-HTTP-Tiny-0.033-3.el7.noarch
perl-Text-ParseWords-3.29-4.el7.noarch
perl-Time-HiRes-1.9725-3.el7.x86_64
perl-Socket-2.010-3.el7.x86_64
perl-Pod-Escapes-1.04-286.el7.noarch
perl-Scalar-List-Utils-1.27-248.el7.x86_64
perl-threads-shared-1.43-6.el7.x86_64
perl-Getopt-Long-2.40-2.el7.noarch
perl-IO-Compress-2.061-2.el7.noarch
perl-Digest-SHA-5.85-3.el7.x86_64
perl-5.16.3-286.el7.x86_64
perl-local-lib-1.008010-3.el7.noarch
perl-ExtUtils-Install-1.58-286.el7.noarch
perl-CPAN-1.9800-286.el7.noarch
perl-GD-2.49-3.el7.x86_64
perl-parent-0.225-244.el7.noarch
perl-Time-Local-1.2300-2.el7.noarch
perl-PathTools-3.40-5.el7.x86_64
perl-File-Path-2.09-2.el7.noarch
perl-Filter-1.49-3.el7.x86_64
perl-PlRPC-0.2020-14.el7.noarch
perl-libs-5.16.3-286.el7.x86_64
perl-ExtUtils-ParseXS-3.18-2.el7.noarch
perl-Pod-Perldoc-3.20-4.el7.noarch
perl-Pod-Usage-1.63-3.el7.noarch
perl-constant-1.27-2.el7.noarch
perl-Storable-2.45-3.el7.x86_64
perl-File-Temp-0.23.01-3.el7.noarch
perl-Parse-Yapp-1.05-50.el7.noarch
perl-Data-Dumper-2.145-3.el7.x86_64
perl-Net-Daemon-0.48-5.el7.noarch
perl-DBI-1.627-4.el7.x86_64
perl-ExtUtils-Manifest-1.61-244.el7.noarch
perl-macros-5.16.3-286.el7.x86_64
perl-devel-5.16.3-286.el7.x86_64
graphviz-perl-2.30.1-19.el7.x86_64
perl-YAML-0.84-5.el7.noarch

----------------------------------------

In /root/.cpanm/work/1460108230.29671/build.log everything looks good until:

Can't locate Env.pm in @INC (@INC contains: 
/root/.cpanm/work/1460108230.29671/File-Which-1.21/blib/lib 
/root/.cpanm/work/1460108230.29671/File-Which-1.21/blib/arch 
/usr/local/lib64/perl5 /usr/local/share/perl5 
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl 
/usr/lib64/perl5 /usr/share/perl5 .) at t/02_all.t line 3.
BEGIN failed--compilation aborted at t/02_all.t line 3.
t/02_all.t ......
Dubious, test returned 2 (wstat 512, 0x200)
No subtests run
Can't locate Env.pm in @INC (@INC contains: 
/root/.cpanm/work/1460108230.29671/File-Which-1.21/blib/lib 
/root/.cpanm/work/1460108230.29671/File-Which-1.21/blib/arch 
/usr/local/lib64/perl5 /usr/local/share/perl5 
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl 
/usr/lib64/perl5 /usr/share/perl5 .) at t/03_simple.t line 6.
BEGIN failed--compilation aborted at t/03_simple.t line 6.
# Looks like your test exited with 2 before it could output anything.
t/03_simple.t ...
Dubious, test returned 2 (wstat 512, 0x200)
Failed 10/10 subtests
t/04_pwhich.t ... ok

Test Summary Report
-------------------
t/02_all.t    (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: No plan found in TAP output
t/03_simple.t (Wstat: 512 Tests: 0 Failed: 0)
   Non-zero exit status: 2
   Parse errors: Bad plan.  You planned 10 tests but ran 0.
Files=5, Tests=5,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.12 cusr  
0.02 csys =  0.16 CPU)
Result: FAIL
Failed 2/5 test programs. 0/5 subtests failed.
make: *** [test_dynamic] Error 255
-------------------

Thank you

On 08/04/16 17:00, rt-users-request at lists.bestpractical.com wrote:
> Send rt-users mailing list submissions to
> 	rt-users at lists.bestpractical.com
>
> To subscribe or unsubscribe via the World Wide Web, visit
> 	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
> 	rt-users-request at lists.bestpractical.com
>
> You can reach the person managing the list at
> 	rt-users-owner at lists.bestpractical.com
>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of rt-users digest..."
>
>
> Today's Topics:
>
>     1. Re: Installing RT on Centos7 (John Bako)
>     2. Installing RT on Centos7 (Yanni)
>     3. Re: Installing RT on Centos7 (Jim Brandt)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Thu, 7 Apr 2016 12:34:11 -0400
> From: John Bako <john.bako at nyu.edu>
> To: "rt-users at lists.bestpractical.com"
> 	<rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Installing RT on Centos7
> Message-ID:
> 	<CAN-yL=OYRe4U=L83ngcWLOWjUD7Y2y_2ej9R4WtA=Tq3O04mkQ at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Send the output of the following commands run as root:
>
> # yum repolist
> # rpm -qa | grep -i perl
>
> --
> John Bako
> Manager, Scientific Computing
> Department of Biology & Center for Genomics and Systems Biology
> New York University
> 212-998-8207 (office)
>
> On Thu, Apr 7, 2016 at 10:01 AM, Yanni <y.goudetsidis at mail.cryst.bbk.ac.uk>
> wrote:
>
>> Unfortunately it fails at the end.
>>
>> /usr/bin/perl -MCPAN -e 'install File::Which'
>> outputs: Can't locate object method "install" via package "File::Which" at
>> -e line 1
>>
>> /usr/bin/perl -MCPAN -e 'install Plack::Handler::Starlet'
>> seems to start building the module but fails in the end. The last few
>> lines of the output is:
>>
>> Test Summary Report
>> -------------------
>> t/11multi-sockets.t      (Wstat: 25088 Tests: 0 Failed: 0)
>>    Non-zero exit status: 98
>>    Parse errors: No plan found in TAP output
>> Files=14, Tests=130, 19 wallclock secs ( 0.06 usr  0.01 sys +  2.28 cusr
>> 0.70 csys =  3.05 CPU)
>> Result: FAIL
>> Failed 1/14 test programs. 0/130 subtests failed.
>> make: *** [test_dynamic] Error 255
>>    KAZUHO/Starlet-0.29.tar.gz
>>    /usr/bin/make test -- NOT OK
>> //hint// to see the cpan-testers results for installing this module, try:
>>    reports KAZUHO/Starlet-0.29.tar.gz
>> Running make install
>>    make test had returned bad status, won't install without force
>>
>> Should I force it or is it not recommended?
>>
>>
>>
>>
>>
>> On 07/04/16 13:12, Bob Shaker wrote:
>>
>>> The way I do it at this point is through CPAN semi-manually.
>>>
>>> /usr/bin/perl -MCPAN -e 'install File::Which'
>>>
>>> Then repeat that for the other two packages. If these still do not build
>>> you might have to do additional configuration.
>>>
>>> -----Original Message-----
>>> From: Yanni [mailto:y.goudetsidis at mail.cryst.bbk.ac.uk]
>>> Sent: Thursday, April 7, 2016 6:07 AM
>>> To: Bob Shaker <rshaker at ARDENCOMPANIES.COM>;
>>> rt-users at lists.bestpractical.com; iainr at inf.ed.ac.uk
>>> Subject: Re: [rt-users] Installing RT on Centos7
>>>
>>> Thanks Bod
>>>
>>> I noticed that at the end of the "make fixdeps" output it said:
>>>
>>> You haven't configured the CPAN shell yet.
>>> Please run `/usr/bin/perl -MCPAN -e shell` to configure it.
>>> make: *** [fixdeps] Error 1
>>>
>>> So I did exaclty that and accepted all the defaults. I then run "make
>>> fixdeps" again and it installed most dependencies except 3 shown below:
>>>
>>> SMIME missing dependencies:
>>>            File::Which ...MISSING
>>> GPG missing dependencies:
>>>            File::Which ...MISSING
>>> CORE missing dependencies:
>>>            Plack::Handler::Starlet ...MISSING
>>>
>>> Could you please let me know how I can manually install them?
>>>
>>> Thank you
>>>
>>>
>>> On 06/04/16 13:26, Bob Shaker wrote:
>>>
>>>> You should continue through the process as normal.
>>>> Install the dependencies through make fixdeps, and after that process
>>>> finishes, manually install anything that did not automatically resolve
>>>> itself.
>>>>
>>>> -----Original Message-----
>>>> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
>>>> Behalf Of Yanni
>>>> Sent: Wednesday, April 6, 2016 7:53 AM
>>>> To: rt-users at lists.bestpractical.com
>>>> Subject: [rt-users] Installing RT on Centos7
>>>>
>>>> Hello
>>>>
>>>> I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
>>>> Almost all dependencies are marked as MISSING.
>>>>
>>>> Can someone please tell me what do I have to do, so that I can carry on
>>>> with the installation?
>>>>
>>>> Many thanks
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> ---------
>>>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>>>> * Washington DC - May 23 & 24, 2016
>>>>
>>>> ________________________________
>>>>
>>>> ARDEN
>>>> A Global Company
>>>> Celebrating over 50 years of making your life more comfortable!
>>>>
>>>> This message may contain confidential and/or privileged information. If
>>>> you are not the addressee or authorized to receive this for the addressee,
>>>> you must not use, copy, disclose, or take any action based on this message
>>>> or any information herein. If you have received this message in error,
>>>> please advise the sender immediately by reply e-mail and delete this
>>>> message.
>>>>
>>>> This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus
>>>> Server.
>>>>
>>> ________________________________
>>>
>>> ARDEN
>>> A Global Company
>>> Celebrating over 50 years of making your life more comfortable!
>>>
>>> This message may contain confidential and/or privileged information. If
>>> you are not the addressee or authorized to receive this for the addressee,
>>> you must not use, copy, disclose, or take any action based on this message
>>> or any information herein. If you have received this message in error,
>>> please advise the sender immediately by reply e-mail and delete this
>>> message.
>>>
>>> This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus
>>> Server.
>>>
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
> -------------- next part --------------
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>
> ------------------------------
>
> Message: 2
> Date: Fri, 08 Apr 2016 10:42:33 +0100
> From: Yanni <y.goudetsidis at mail.cryst.bbk.ac.uk>
> To: "rt-users at lists.bestpractical.com"
> 	<rt-users at lists.bestpractical.com>
> Subject: [rt-users] Installing RT on Centos7
> Message-ID: <57077D09.5010901 at mail.cryst.bbk.ac.uk>
> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed"
>
> Thank you Jim.
>
> Installing the previous version of the Test-TCP module did the trick.
>
> cpan[2]> install TOKUHIROM/Test-TCP-2.14.tar.gz
>
> and then "make fixdeps" sorted "Plack::Handler::Starlet" out.
>
> Now the only module that's reported missing is "File::Which". This is what I get when I try to install it:
>
> [root at paok rt-4.4.0]# cpanm File::Which
>
> --> Working on File::Which
> Fetching
> http://www.cpan.org/authors/id/P/PL/PLICEASE/File-Which-1.21.tar.gz ... OK
> Configuring File-Which-1.21 ... OK
> Building and testing File-Which-1.21 ... FAIL
> ! Installing File::Which failed. See
> /root/.cpanm/work/1460108230.29671/build.log for details. Retry with
> --force to force install it.
>
> "make fixdeps" reports that it can not install it without force.
>
> Install module File::Which
> Running install for module 'File::Which'
> Running make for P/PL/PLICEASE/File-Which-1.21.tar.gz
>     Has already been unwrapped into directory
> /root/.cpan/build/File-Which-1.21-U29XMR
>     Has already been made
> Running make test
>     Has already been tested within this command
> Running make install
>     make test had returned bad status, won't install without force
>
> Is it OK if I force it?
>
> -------------- next part --------------
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>
> ------------------------------
>
> Message: 3
> Date: Fri, 8 Apr 2016 09:06:30 -0400
> From: Jim Brandt <jbrandt at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Installing RT on Centos7
> Message-ID: <5707ACD6.30805 at bestpractical.com>
> Content-Type: text/plain; charset=windows-1252; format=flowed
>
> Are there any useful log messages in:
>
> /root/.cpanm/work/1460108230.29671/build.log
>
> ?
>
> On 4/8/16 5:42 AM, Yanni wrote:
>> Thank you Jim.
>>
>> Installing the previous version of the Test-TCP module did the trick.
>>
>> cpan[2]> install TOKUHIROM/Test-TCP-2.14.tar.gz and then "make fixdeps"
>> sorted "Plack::Handler::Starlet" out. Now the only module that's
>> reported missing is "File::Which". This is what I get when I try to
>> install it:
>> [root at paok rt-4.4.0]# cpanm File::Which
>>
>> --> Working on File::Which
>> Fetching
>> http://www.cpan.org/authors/id/P/PL/PLICEASE/File-Which-1.21.tar.gz ... OK
>> Configuring File-Which-1.21 ... OK
>> Building and testing File-Which-1.21 ... FAIL
>> ! Installing File::Which failed. See
>> /root/.cpanm/work/1460108230.29671/build.log for details. Retry with
>> --force to force install it.
>>
>> "make fixdeps" reports that it can not install it without force.
>>
>> Install module File::Which
>> Running install for module 'File::Which'
>> Running make for P/PL/PLICEASE/File-Which-1.21.tar.gz
>>     Has already been unwrapped into directory
>> /root/.cpan/build/File-Which-1.21-U29XMR
>>     Has already been made
>> Running make test
>>     Has already been tested within this command
>> Running make install
>>     make test had returned bad status, won't install without force
>>
>> Is it OK if I force it?
>>
>>
>>
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>
> ------------------------------
>
> Subject: Digest Footer
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
> --------
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> ------------------------------
>
> End of rt-users Digest, Vol 145, Issue 5
> ****************************************



From b.maciejewski at agriplus.pl  Mon Apr 11 04:50:28 2016
From: b.maciejewski at agriplus.pl (Bartosz Maciejewski)
Date: Mon, 11 Apr 2016 10:50:28 +0200
Subject: [rt-users] CustomField Mandatory on Ticket Creation
Message-ID: <570B6554.2060804@agriplus.pl>

Hello,

I?m trying to prevent customers to create tickets from mail. We have web
form which when filled contains every information we need. Then data
from form is extracted and put into custom fields.

I tried MandatoryOnTransaction
(http://search.cpan.org/~tsibley/RT-Extension-MandatoryOnTransition-0.03/lib/RT/Extension/MandatoryOnTransition.pm
) with condition * -> new but this isn?t working ? mails with just body
text can be registered as ticket.

Then I tried  OnCreateCheckCF
(http://requesttracker.wikia.com/wiki/OnCreateCheckCF ) and it kind of
worked in first place ? I get message that ticket is rejected due to 
not used form, but then when using web form, I get same message even
that cusotm fields ware filled in ticket.

I guess that OnCreateCheckCF i an old code for 3.8.4 and I?m using 4.2.3
on this instance.

Any help of achiving ?Mandatory CF on creation from mail??

Oh, and here is error log when OnCreateCheckCF is triggered:

[22704] [Fri Apr  8 06:51:59 2016] [info]: Ticket 2048 created in queue
'Klient' by bmaciejewski (/opt/rt4/sbin/../lib/RT/Ticket.pm:548)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "(?#Mandatory)"
isn't numeric in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "\x{28}\x{3f}..."
isn't numeric in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "\x{28}\x{3f}..."
isn't numeric in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Use of uninitialized value
$val in string ne at (eval 589) line 16. ((eval 589):16)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Use of uninitialized value
$val in string ne at (eval 589) line 16. ((eval 589):16)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Use of uninitialized value
$val in string ne at (eval 589) line 16. ((eval 589):16)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Use of uninitialized value
$val in string ne at (eval 589) line 16. ((eval 589):16)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Use of uninitialized value
$val in string ne at (eval 589) line 16. ((eval 589):16)
[22704] [Fri Apr  8 06:51:59 2016] [warning]: Argument "" isn't numeric
in numeric eq (==) at (eval 589) line 14. ((eval 589):14)
[22704] [Fri Apr  8 06:51:59 2016] [info]:
<rt-4.2.3-22704-1460098319-54.2048-29-0 at reklamacje> #2048/57890 - Scrip
29 OnCreateCheckCF (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:284)



From elacour at easter-eggs.com  Mon Apr 11 07:36:03 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 11 Apr 2016 13:36:03 +0200
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <570B64AC.5000409@mail.cryst.bbk.ac.uk>
References: <mailman.3.1460131202.24417.rt-users@lists.bestpractical.com>
 <570B64AC.5000409@mail.cryst.bbk.ac.uk>
Message-ID: <570B8C23.9000803@easter-eggs.com>


For those who may need it, I just did a quick fresh install of RT 4.4.0
on Centos 7 with only rpm dependencies. I collected some, rebuild others
and put everything here:

http://rt.easter-eggs.org/rpms/el7/README.txt


I give this without any warranty ;)


From jvdwege at xs4all.nl  Mon Apr 11 09:32:00 2016
From: jvdwege at xs4all.nl (Joop)
Date: Mon, 11 Apr 2016 15:32:00 +0200
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <570B8C23.9000803@easter-eggs.com>
References: <mailman.3.1460131202.24417.rt-users@lists.bestpractical.com>
 <570B64AC.5000409@mail.cryst.bbk.ac.uk> <570B8C23.9000803@easter-eggs.com>
Message-ID: <570BA750.8070902@xs4all.nl>

On 11-4-2016 13:36, Emmanuel Lacour wrote:
> For those who may need it, I just did a quick fresh install of RT 4.4.0
> on Centos 7 with only rpm dependencies. I collected some, rebuild others
> and put everything here:
>
> http://rt.easter-eggs.org/rpms/el7/README.txt
>
>
> I give this without any warranty ;
Thanks, I just did a fresh install on C7 using mostly rpms and cpan for
the remaining dependancies.
I might try your set instead. Nothing on that instance yet and using
configmgmt so easily tried.

Regards,

Joop



From joel.bergmark at t3.se  Mon Apr 11 14:37:59 2016
From: joel.bergmark at t3.se (Joel Bergmark)
Date: Mon, 11 Apr 2016 18:37:59 +0000
Subject: [rt-users] Signature modification on reply
Message-ID: <2f6954aa27594a29bebd4bc89c98a0e6@T3EX01.t3s.local>

Hi all,

I know this has been up before but to no solution in later RT-versions. Running 4.4 over here and tried a heck of a lot regarding this: https://github.com/bestpractical/rt/compare/4.4-trunk...4.4/message-box-include-signature-before-quote

Basically this is not applicable in RT 4.4, or at least I can't manage to get it to work. We are trying to implement RT as a ticket system for the organization and this is potentially a show stopper down the line, basically all modern communications we do are latest reply on top, hence the need for the Signature to also follow above quoted replies.

Anyone that can give a pointer on how to get this to work?

Regards, Joel
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From sven.sternberger at desy.de  Tue Apr 12 04:41:24 2016
From: sven.sternberger at desy.de (Sternberger, Sven)
Date: Tue, 12 Apr 2016 10:41:24 +0200 (CEST)
Subject: [rt-users] Bizarre errors with shredder
Message-ID: <805554221.27885865.1460450484575.JavaMail.zimbra@desy.de>

Hello!

>From time to time I purge unused accounts in the RT database with shredder.
Suddenly it starts to throw "bizarre" exceptions. Now I can't purge any
accounts. 

root at rt:~# /opt/rt4/sbin/rt-shredder --force --plugin "Users=no_tickets,1;status,any;replace_relations,Nobody;limit,3;member_of,unprivileged"
SQL dump file is '/root/20160411T134517-0001.sql'
[2329] [Mon Apr 11 13:45:50 2016] [critical]: Couldn't wipeout object: Bizarre copy of CODE in list assignment at /usr/local/share/perl/5.18.2/Devel/StackTrace.pm line 61. (/opt/rt4/sbin/../lib/RT.pm:388)
Trace begun at /opt/rt4/sbin/../lib/RT.pm line 302
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x5c24310)', 'Couldn\'t wipeout object: Bizarre copy of CODE in list assignment at /usr/local/share/perl/5.18.2/Devel/StackTrace.pm line 61.^J') called at /opt/rt4/sbin/../lib/RT.pm line 388
RT::__ANON__('Couldn\'t wipeout object: Bizarre copy of CODE in list assignment at /usr/local/share/perl/5.18.2/Devel/StackTrace.pm line 61.^J') called at /opt/rt4/sbin/rt-shredder line 175
Couldn't wipeout object: Bizarre copy of CODE in list assignment at /usr/local/share/perl/5.18.2/Devel/StackTrace.pm line 61.

Environment:
Ubuntu 14.04
RT 4.2.10
apache/mod_perl2

I've updated some modules in the last week because of an other problem
Devel::StackTrace	2.01
Log::Dispatch	2.54

Any ideas? best regards!

Sven



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


From y.goudetsidis at mail.cryst.bbk.ac.uk  Tue Apr 12 07:00:47 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Tue, 12 Apr 2016 12:00:47 +0100
Subject: [rt-users] [Solved] RE: Installing RT on Centos7
In-Reply-To: <mailman.3.1460390402.28980.rt-users@lists.bestpractical.com>
References: <mailman.3.1460390402.28980.rt-users@lists.bestpractical.com>
Message-ID: <570CD55F.5060901@mail.cryst.bbk.ac.uk>

Emmanuel

Your set of rpms sorted out my missing "File::Which" dependency.

Many thanks for sharing.
Yanni

On 11/04/16 17:00, rt-users-request at lists.bestpractical.com wrote:
> Send rt-users mailing list submissions to
> 	rt-users at lists.bestpractical.com
>
> To subscribe or unsubscribe via the World Wide Web, visit
> 	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
> 	rt-users-request at lists.bestpractical.com
>
> You can reach the person managing the list at
> 	rt-users-owner at lists.bestpractical.com
>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of rt-users digest..."
>
>
> Today's Topics:
>
>     1. Installing RT on Centos7 (Yanni)
>     2. CustomField Mandatory on Ticket Creation (Bartosz Maciejewski)
>     3. Re: Installing RT on Centos7 (Emmanuel Lacour)
>     4. Re: Installing RT on Centos7 (Joop)
>
>
> ----------------------------------------------------------------------
>
> For those who may need it, I just did a quick fresh install of RT 
> 4.4.0 on Centos 7 with only rpm dependencies. I collected some, 
> rebuild others and put everything here: 
> http://rt.easter-eggs.org/rpms/el7/README.txt I give this without any 
> warranty ;) ------------------------------ Message: 4 Date: Mon, 11 
> Apr 2016 15:32:00 +0200 From: Joop <jvdwege at xs4all.nl> To: 
> rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installing RT 
> on Centos7 Message-ID: <570BA750.8070902 at xs4all.nl> Content-Type: 
> text/plain; charset=windows-1252 On 11-4-2016 13:36, Emmanuel Lacour 
> wrote:
>> For those who may need it, I just did a quick fresh install of RT 4.4.0
>> on Centos 7 with only rpm dependencies. I collected some, rebuild others
>> and put everything here:
>>
>> http://rt.easter-eggs.org/rpms/el7/README.txt
>>
>>
>> I give this without any warranty ;
> Thanks, I just did a fresh install on C7 using mostly rpms and cpan for
> the remaining dependancies.
> I might try your set instead. Nothing on that instance yet and using
> configmgmt so easily tried.
>
> Regards,
>
> Joop
>
>
>
> ------------------------------
>
> Subject: Digest Footer
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
> --------
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> ------------------------------
>
> End of rt-users Digest, Vol 145, Issue 7
> ****************************************



From odhiambo at gmail.com  Tue Apr 12 08:04:04 2016
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Tue, 12 Apr 2016 15:04:04 +0300
Subject: [rt-users] Installing RT on Centos7
In-Reply-To: <570B8C23.9000803@easter-eggs.com>
References: <mailman.3.1460131202.24417.rt-users@lists.bestpractical.com>
 <570B64AC.5000409@mail.cryst.bbk.ac.uk> <570B8C23.9000803@easter-eggs.com>
Message-ID: <CAAdA2WOn4DQ4Zg_874eBBcJesW6WVUyeFi6v+CoC=C=nwi_Qhw@mail.gmail.com>

On 11 April 2016 at 14:36, Emmanuel Lacour <elacour at easter-eggs.com> wrote:

>
> For those who may need it, I just did a quick fresh install of RT 4.4.0
> on Centos 7 with only rpm dependencies. I collected some, rebuild others
> and put everything here:
>
> http://rt.easter-eggs.org/rpms/el7/README.txt
>
>
>
Allow me to ask something:

On my FreeBSD, I usually just do the following - for instance:

tar zxvf rt-4.4.0.tar.gz
cd rt-4.4.0
./configure --prefix=/opt/rt4 \
        --with-db-host=localhost \
        --with-db-rt-user=rt4user \
        --with-db-rt-pass=rXXXXX \
        --with-web-user=www  \
        --with-web-group=www \
        --with-rt-group=rt4 \
        --enable-graphviz \
        --enable-gd \
        --enable-gpg \
        --with-web-handler=modperl2

make testdeps

In the output of testdeps will be the modules makrked as MISSING. I just
get the output and run the install using the cpan shell

cpan> install mod1 mod2..modN
cpan> exit

make testdeps # again and install what failed to install...

Why on Linux you have to install even what is probably already installed?


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254 7 3200 0004/+254 7 2274 3223
"Oh, the cruft."
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From Bernhard.Eierschmalz at scheppach.com  Tue Apr 12 08:57:50 2016
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Tue, 12 Apr 2016 12:57:50 +0000
Subject: [rt-users] Change CF with HTTP
Message-ID: <97344147CBA1644584462D6D81C43CE4D2A1782D@svex.scheppach.local>

Hello,

is it possible to change a CF with a http command like
http://$ipaddress/rt/Modify.html?id=<ticketno>;CF=<customfield-ID>;CFval=<customfield-value>
?

Thank you in advice

Best regards
Bernhard
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From jesse at bywatersolutions.com  Tue Apr 12 13:56:31 2016
From: jesse at bywatersolutions.com (Jesse Maseto)
Date: Tue, 12 Apr 2016 13:56:31 -0400
Subject: [rt-users] Custom Field Search??
Message-ID: <CABV14nNkoNb7S83JKSDF3XJ8Gc5zw+Jm+z+VNkoHdzoW4xb_Hg@mail.gmail.com>

Hello All,

Is there a way to Search for a "Custom Field" I?ve added to a ?Group??

Best Regards,
-Jesse

--------------------
Jesse Maseto
Head of Support
ByWater Solutions
Support & Consulting for OSS
Office - Stratford,CT
T/F 888.900.8944
http://bywatersolutions.com
Jesse at bywatersolutions.com
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From mzagrabe at d.umn.edu  Tue Apr 12 14:35:45 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 12 Apr 2016 13:35:45 -0500
Subject: [rt-users] Custom Field Search??
In-Reply-To: <CABV14nNkoNb7S83JKSDF3XJ8Gc5zw+Jm+z+VNkoHdzoW4xb_Hg@mail.gmail.com>
References: <CABV14nNkoNb7S83JKSDF3XJ8Gc5zw+Jm+z+VNkoHdzoW4xb_Hg@mail.gmail.com>
Message-ID: <CAOLfK3X_2qSmX77poT9-ZWL5KcQnA35W=SKVq86i8YsOzfJVDQ@mail.gmail.com>

Hey Jesse,

On Tue, Apr 12, 2016 at 12:56 PM, Jesse Maseto
<jesse at bywatersolutions.com> wrote:
> Hello All,
>
> Is there a way to Search for a "Custom Field" I?ve added to a ?Group??

What is the context?

For instance:

I can see all CFs for groups by drilling down:

Admin -> Global -> Custom Fields -> Groups

-m


From jesse at bywatersolutions.com  Tue Apr 12 14:44:08 2016
From: jesse at bywatersolutions.com (Jesse Maseto)
Date: Tue, 12 Apr 2016 14:44:08 -0400
Subject: [rt-users] Custom Field Search??
In-Reply-To: <CAOLfK3X_2qSmX77poT9-ZWL5KcQnA35W=SKVq86i8YsOzfJVDQ@mail.gmail.com>
References: <CABV14nNkoNb7S83JKSDF3XJ8Gc5zw+Jm+z+VNkoHdzoW4xb_Hg@mail.gmail.com>
 <CAOLfK3X_2qSmX77poT9-ZWL5KcQnA35W=SKVq86i8YsOzfJVDQ@mail.gmail.com>
Message-ID: <CABV14nPxUhpZ7TSuP5nJqJSnZYVnOAXBhnoaSMDE1QG2hBqKkw@mail.gmail.com>

Hello Matt,

Sorry I should have added more content of what I was actually doing.

So I wanted to create a custom field that applies to a users group that
their a member of. Once I?ve created this custom field I would like to be
able to search for this. Here is a screen shot of where I?m adding this
field.

I know that if I created this custom field and set to to apply for tickets,
I?m able to search using the standard RT search but can?t find a way to
search the groups.

Thanks,
-Jesse


--------------------
Jesse Maseto
Head of Support
ByWater Solutions
Support & Consulting for OSS
Office - Stratford,CT
T/F 888.900.8944
http://bywatersolutions.com
Jesse at bywatersolutions.com



On Tue, Apr 12, 2016 at 2:35 PM, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:

> Hey Jesse,
>
> On Tue, Apr 12, 2016 at 12:56 PM, Jesse Maseto
> <jesse at bywatersolutions.com> wrote:
> > Hello All,
> >
> > Is there a way to Search for a "Custom Field" I?ve added to a ?Group??
>
> What is the context?
>
> For instance:
>
> I can see all CFs for groups by drilling down:
>
> Admin -> Global -> Custom Fields -> Groups
>
> -m
>
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From mzagrabe at d.umn.edu  Tue Apr 12 14:59:17 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 12 Apr 2016 13:59:17 -0500
Subject: [rt-users] Custom Field Search??
In-Reply-To: <CABV14nPxUhpZ7TSuP5nJqJSnZYVnOAXBhnoaSMDE1QG2hBqKkw@mail.gmail.com>
References: <CABV14nNkoNb7S83JKSDF3XJ8Gc5zw+Jm+z+VNkoHdzoW4xb_Hg@mail.gmail.com>
 <CAOLfK3X_2qSmX77poT9-ZWL5KcQnA35W=SKVq86i8YsOzfJVDQ@mail.gmail.com>
 <CABV14nPxUhpZ7TSuP5nJqJSnZYVnOAXBhnoaSMDE1QG2hBqKkw@mail.gmail.com>
Message-ID: <CAOLfK3WoLvhswROjDx2hTG4rBEHgyiRhBRDzb8zgO7BkqaWDug@mail.gmail.com>

On Tue, Apr 12, 2016 at 1:44 PM, Jesse Maseto
<jesse at bywatersolutions.com> wrote:
> Hello Matt,
>
> Sorry I should have added more content of what I was actually doing.
>
> So I wanted to create a custom field that applies to a users group that
> their a member of.

Are you trying to duplicate data that is already in RT, then?

Group membership is already stored in the database.

 Once I?ve created this custom field I would like to be
> able to search for this. Here is a screen shot of where I?m adding this
> field.

Sure.

>
> I know that if I created this custom field and set to to apply for tickets,
> I?m able to search using the standard RT search but can?t find a way to
> search the groups.

Generally if you want to see what is in a group, you'd go to the Group
and click the Members link.

If you want to see what groups a user is in, you'd go to that user and
click memberships.

-m


From mdiehlenator at gmail.com  Tue Apr 12 15:08:33 2016
From: mdiehlenator at gmail.com (Mike Diehl)
Date: Tue, 12 Apr 2016 15:08:33 -0400
Subject: [rt-users] Custom Field Search??
In-Reply-To: <CAOLfK3WoLvhswROjDx2hTG4rBEHgyiRhBRDzb8zgO7BkqaWDug@mail.gmail.com>
References: <CABV14nNkoNb7S83JKSDF3XJ8Gc5zw+Jm+z+VNkoHdzoW4xb_Hg@mail.gmail.com>
 <CABV14nPxUhpZ7TSuP5nJqJSnZYVnOAXBhnoaSMDE1QG2hBqKkw@mail.gmail.com>
 <CAOLfK3WoLvhswROjDx2hTG4rBEHgyiRhBRDzb8zgO7BkqaWDug@mail.gmail.com>
Message-ID: <2025587.a2DeBNy9sc@mike>

I think the original poster has a similar question to one I've been pondering.

In my case, I have a custom field in the tickets that stores SLA information.  
I would like to be able to query my tickets to see which tickets have a 
particular SLA setting and are older than a certain age.

Can this be done in the query-by-example web interface?

I hope I haven't hijacked your question.  Please forgive me if I have.




On Tuesday, April 12, 2016 01:59:17 PM Matt Zagrabelny wrote:
> On Tue, Apr 12, 2016 at 1:44 PM, Jesse Maseto
> 
> <jesse at bywatersolutions.com> wrote:
> > Hello Matt,
> > 
> > Sorry I should have added more content of what I was actually doing.
> > 
> > So I wanted to create a custom field that applies to a users group that
> > their a member of.
> 
> Are you trying to duplicate data that is already in RT, then?
> 
> Group membership is already stored in the database.
> 
>  Once I?ve created this custom field I would like to be
> 
> > able to search for this. Here is a screen shot of where I?m adding this
> > field.
> 
> Sure.
> 
> > I know that if I created this custom field and set to to apply for
> > tickets,
> > I?m able to search using the standard RT search but can?t find a way to
> > search the groups.
> 
> Generally if you want to see what is in a group, you'd go to the Group
> and click the Members link.
> 
> If you want to see what groups a user is in, you'd go to that user and
> click memberships.
> 
> -m
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

-- 
Mike Diehl
Diehlnet Communications, LLC.
Voice: (505) 903-5700
Fax: (505) 903-5701



From Bernhard.Eierschmalz at scheppach.com  Wed Apr 13 02:16:20 2016
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Wed, 13 Apr 2016 06:16:20 +0000
Subject: [rt-users] Change CF with HTTP
In-Reply-To: <F9FD8229D8CED74BB7B2056C57C2BF0D5BC5315A@HQ-EX2K10.tracetronic.local>
References: <97344147CBA1644584462D6D81C43CE4D2A1782D@svex.scheppach.local>
 <F9FD8229D8CED74BB7B2056C57C2BF0D5BC5315A@HQ-EX2K10.tracetronic.local>
Message-ID: <97344147CBA1644584462D6D81C43CE4D2A17D4D@svex.scheppach.local>

Hi Vinzenz,

Thanks, but I'm not sure how to do this.

I think I have a URL like this:
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit.....

but how do I change a CF?

I already tried
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}:<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d:%3cCFvalue>>

and
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}=<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d=%3cCFvalue>>

both didn't work.

Just to make sure what I want:
I need one URL where a user can click and with opening this URL a CF value is changed.
Will this work with REST?


Best regards
Bernhard


Von: Sinapius, Vinzenz [mailto:Vinzenz.Sinapius at tracetronic.de]
Gesendet: Dienstag, 12. April 2016 16:59
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP

Hi Bernhard,

You can use wget/curl and the REST-API: http://requesttracker.wikia.com/wiki/REST

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Eierschmalz, Bernhard
Gesendet: Dienstag, 12. April 2016 14:58
An: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Betreff: [rt-users] Change CF with HTTP

Hello,

is it possible to change a CF with a http command like
http://$ipaddress/rt/Modify.html?id=<ticketno>;CF=<customfield-ID>;CFval=<customfield-value<http://$ipaddress/rt/Modify.html?id=%3cticketno%3e;CF=%3ccustomfield-ID%3e;CFval=%3ccustomfield-value>>
?

Thank you in advice

Best regards
Bernhard
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From alex at chmrr.net  Wed Apr 13 04:34:14 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Wed, 13 Apr 2016 01:34:14 -0700
Subject: [rt-users] Bizarre errors with shredder
In-Reply-To: <805554221.27885865.1460450484575.JavaMail.zimbra@desy.de>
References: <805554221.27885865.1460450484575.JavaMail.zimbra@desy.de>
Message-ID: <20160413013414.1cc6501f@thraddash.chmrr.net>

On Tue, 12 Apr 2016 10:41:24 +0200 (CEST)
"Sternberger, Sven" <sven.sternberger at desy.de> wrote:
> root at rt:~# /opt/rt4/sbin/rt-shredder --force --plugin "Users=no_tickets,1;status,any;replace_relations,Nobody;limit,3;member_of,unprivileged"
> SQL dump file is '/root/20160411T134517-0001.sql'
> [2329] [Mon Apr 11 13:45:50 2016] [critical]: Couldn't wipeout object: Bizarre copy of CODE in list assignment at /usr/local/share/perl/5.18.2/Devel/StackTrace.pm line 61. (/opt/rt4/sbin/../lib/RT.pm:388)

"Bizarre copy of ..." is always a sign of an internal error in perl.
In this case, it's caused by the fact that objects on the perl stack
aren't refcounted, which means that in some cases they can already have
been garbage-collected by the time the object is examined.
Specifically, when RT produces an error, Devel::StackTrace tries to
suss out the values that were passed to each function in the
call stack -- and in some cases, those values may no longer exist.

So this is a sign of some other error, which Devel::StackTrace is
trying to build the stack trace for, which itself triggers an internal
perl error.  RT catches _that_ error and gives the stack trace for
_that_, which is why what you're seeing is a stack trace of the log
infrastructure.

You can likely work around this by disabling LogStackTraces, which I
believe you've turned on.  You'll then see the underlying RT error that
it was trying to report the stack trace of.

Perl 5.18 is technically out of support, but "stack isn't refcounted"
isn't exactly fixed in any recent Perls, so upgrading might only fix
this if it happened to shift the global destruction order.

 - Alex


From Bernhard.Eierschmalz at scheppach.com  Wed Apr 13 05:53:57 2016
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Wed, 13 Apr 2016 09:53:57 +0000
Subject: [rt-users] Change CF with HTTP
In-Reply-To: <F9FD8229D8CED74BB7B2056C57C2BF0D5BC53345@HQ-EX2K10.tracetronic.local>
References: <97344147CBA1644584462D6D81C43CE4D2A1782D@svex.scheppach.local>
 <F9FD8229D8CED74BB7B2056C57C2BF0D5BC5315A@HQ-EX2K10.tracetronic.local>
 <97344147CBA1644584462D6D81C43CE4D2A17D4D@svex.scheppach.local>
 <F9FD8229D8CED74BB7B2056C57C2BF0D5BC53345@HQ-EX2K10.tracetronic.local>
Message-ID: <97344147CBA1644584462D6D81C43CE4D2A18145@svex.scheppach.local>

Hi Vinzenz,

thanks so far - I'm not sure if this will work for me.
So let me explain my whole problem, maybe you have a better solution to reach help me.

I have a fax-server wich sends faxes as mail into RT. So the mails are always with the same content and attached there is a PDF-file with the fax-document.
I have one custom field for my queue called "category"
Our staff need to sort the fax-tickets into different categories, using this custom field. (so this team only sorts the tickets - once the ticket is sorted into the category, it will appear in another team to work on the ticket)
In the moment, the "sorting staff" have to open one ticket after another, open the attached pdf-file, change the CF-value and go to the next ticket.
So the colleagues asked me for an easier way.


My idea was the following:
I create one search for all the unsorted faxes. As format I define like the following:
<ticket-ID>,<ticketSubject>,<requestor>,<categoryA>,<categoryB>,...
On the column "CategoryA" there should be a link to change custom field of this ticket to cagetory A, same for the other categories.
The "high-end-solution" would be also to have directly a link to the attached PDF-file from the search - but I don't belive this is possible.


do you think this way will be working? Or do you have another solution for my problem?


Best regards
Bernhard

Von: Sinapius, Vinzenz [mailto:Vinzenz.Sinapius at tracetronic.de]
Gesendet: Mittwoch, 13. April 2016 09:52
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP

Hi Bernhard,

AFAIK you currently can't update tickets with querystrings<https://en.wikipedia.org/wiki/Query_string>. For the REST-API you need to put key-value-pairs in the body of a POST Request<https://en.wikipedia.org/wiki/POST_(HTTP)>.

You can do this with javascript, here is a function I use in our Instance to update the priority of a ticket. You can use this to build something similar and attach it to a button or something similar.

function set_ticket_prio(priority, ticket_id){
                url = "https://ticketserver/rt/REST/1.0/ticket/__id__/edit".replace('__id__', ticket_id);
                data = 'content=Priority: __prio__'.replace('__prio__', priority);
                jQuery.ajax({type:"POST", url:url, data:data, success: refresh_table});
}

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: Eierschmalz, Bernhard [mailto:Bernhard.Eierschmalz at scheppach.com]
Gesendet: Mittwoch, 13. April 2016 08:16
An: Sinapius, Vinzenz <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>
Betreff: AW: Change CF with HTTP

Hi Vinzenz,

Thanks, but I'm not sure how to do this.

I think I have a URL like this:
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit>.....

but how do I change a CF?

I already tried
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}:<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d:%3cCFvalue>>

and
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}=<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d=%3cCFvalue>>

both didn't work.

Just to make sure what I want:
I need one URL where a user can click and with opening this URL a CF value is changed.
Will this work with REST?


Best regards
Bernhard


Von: Sinapius, Vinzenz [mailto:Vinzenz.Sinapius at tracetronic.de]
Gesendet: Dienstag, 12. April 2016 16:59
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP

Hi Bernhard,

You can use wget/curl and the REST-API: http://requesttracker.wikia.com/wiki/REST

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Eierschmalz, Bernhard
Gesendet: Dienstag, 12. April 2016 14:58
An: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Betreff: [rt-users] Change CF with HTTP

Hello,

is it possible to change a CF with a http command like
http://$ipaddress/rt/Modify.html?id=<ticketno>;CF=<customfield-ID>;CFval=<customfield-value<http://$ipaddress/rt/Modify.html?id=%3cticketno%3e;CF=%3ccustomfield-ID%3e;CFval=%3ccustomfield-value>>
?

Thank you in advice

Best regards
Bernhard
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From Vinzenz.Sinapius at tracetronic.de  Wed Apr 13 07:06:05 2016
From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz)
Date: Wed, 13 Apr 2016 11:06:05 +0000
Subject: [rt-users] Change CF with HTTP
In-Reply-To: <97344147CBA1644584462D6D81C43CE4D2A18145@svex.scheppach.local>
References: <97344147CBA1644584462D6D81C43CE4D2A1782D@svex.scheppach.local>
 <F9FD8229D8CED74BB7B2056C57C2BF0D5BC5315A@HQ-EX2K10.tracetronic.local>
 <97344147CBA1644584462D6D81C43CE4D2A17D4D@svex.scheppach.local>
 <F9FD8229D8CED74BB7B2056C57C2BF0D5BC53345@HQ-EX2K10.tracetronic.local>
 <97344147CBA1644584462D6D81C43CE4D2A18145@svex.scheppach.local>
Message-ID: <F9FD8229D8CED74BB7B2056C57C2BF0D5BC5363E@HQ-EX2K10.tracetronic.local>

Hi Bernhard,

Yes something like that is possible (see attached image). We needed to modify share/html/Elements/CollectionsAsTable/Row (By overwriting it via the local-Folder) to include the title or key of the shown value in the rendered html. (See attached)

With this modification, we can find the customfield-values in the search-results with a jQuery-Selector: var prio_tds = jQuery('td[data-fieldkey="__Priority__"]');

And then we can do many funny things to these html elements ;) like replacing it with a button and attaching an ajax-call to this button.

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: Eierschmalz, Bernhard [mailto:Bernhard.Eierschmalz at scheppach.com]
Gesendet: Mittwoch, 13. April 2016 11:54
An: Sinapius, Vinzenz <Vinzenz.Sinapius at tracetronic.de>
Cc: rt-users at lists.bestpractical.com
Betreff: AW: Change CF with HTTP

Hi Vinzenz,

thanks so far - I'm not sure if this will work for me.
So let me explain my whole problem, maybe you have a better solution to reach help me.

I have a fax-server wich sends faxes as mail into RT. So the mails are always with the same content and attached there is a PDF-file with the fax-document.
I have one custom field for my queue called "category"
Our staff need to sort the fax-tickets into different categories, using this custom field. (so this team only sorts the tickets - once the ticket is sorted into the category, it will appear in another team to work on the ticket)
In the moment, the "sorting staff" have to open one ticket after another, open the attached pdf-file, change the CF-value and go to the next ticket.
So the colleagues asked me for an easier way.


My idea was the following:
I create one search for all the unsorted faxes. As format I define like the following:
<ticket-ID>,<ticketSubject>,<requestor>,<categoryA>,<categoryB>,...
On the column "CategoryA" there should be a link to change custom field of this ticket to cagetory A, same for the other categories.
The "high-end-solution" would be also to have directly a link to the attached PDF-file from the search - but I don't belive this is possible.


do you think this way will be working? Or do you have another solution for my problem?


Best regards
Bernhard

Von: Sinapius, Vinzenz [mailto:Vinzenz.Sinapius at tracetronic.de]
Gesendet: Mittwoch, 13. April 2016 09:52
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP

Hi Bernhard,

AFAIK you currently can't update tickets with querystrings<https://en.wikipedia.org/wiki/Query_string>. For the REST-API you need to put key-value-pairs in the body of a POST Request<https://en.wikipedia.org/wiki/POST_(HTTP)>.

You can do this with javascript, here is a function I use in our Instance to update the priority of a ticket. You can use this to build something similar and attach it to a button or something similar.

function set_ticket_prio(priority, ticket_id){
                url = "https://ticketserver/rt/REST/1.0/ticket/__id__/edit".replace('__id__', ticket_id);
                data = 'content=Priority: __prio__'.replace('__prio__', priority);
                jQuery.ajax({type:"POST", url:url, data:data, success: refresh_table});
}

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: Eierschmalz, Bernhard [mailto:Bernhard.Eierschmalz at scheppach.com]
Gesendet: Mittwoch, 13. April 2016 08:16
An: Sinapius, Vinzenz <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>
Betreff: AW: Change CF with HTTP

Hi Vinzenz,

Thanks, but I'm not sure how to do this.

I think I have a URL like this:
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit>.....

but how do I change a CF?

I already tried
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}:<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d:%3cCFvalue>>

and
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}=<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d=%3cCFvalue>>

both didn't work.

Just to make sure what I want:
I need one URL where a user can click and with opening this URL a CF value is changed.
Will this work with REST?


Best regards
Bernhard


Von: Sinapius, Vinzenz [mailto:Vinzenz.Sinapius at tracetronic.de]
Gesendet: Dienstag, 12. April 2016 16:59
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP

Hi Bernhard,

You can use wget/curl and the REST-API: http://requesttracker.wikia.com/wiki/REST

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Eierschmalz, Bernhard
Gesendet: Dienstag, 12. April 2016 14:58
An: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Betreff: [rt-users] Change CF with HTTP

Hello,

is it possible to change a CF with a http command like
http://$ipaddress/rt/Modify.html?id=<ticketno>;CF=<customfield-ID>;CFval=<customfield-value<http://$ipaddress/rt/Modify.html?id=%3cticketno%3e;CF=%3ccustomfield-ID%3e;CFval=%3ccustomfield-value>>
?

Thank you in advice

Best regards
Bernhard
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From stefan.krueger at i-med.ac.at  Thu Apr 14 09:33:28 2016
From: stefan.krueger at i-med.ac.at (=?iso-8859-1?Q?Stefan_Kr=FCger?=)
Date: Thu, 14 Apr 2016 15:33:28 +0200
Subject: [rt-users] Save a Search in Assets
Message-ID: <002501d19652$3a8def00$afa9cd00$@i-med.ac.at>

Hello, 

 

is there a possibility to save searches for assets like for tickets (so that
these searches could be used in dashboards)?

 

For example: Search all PC in a catalog named PC which are older than 3
years (customfield).

 

Best regards

Stefan Kr?ger

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From akos.torok at docca.hu  Thu Apr 14 10:05:01 2016
From: akos.torok at docca.hu (akos.torok at docca.hu)
Date: Thu, 14 Apr 2016 16:05:01 +0200
Subject: [rt-users] Alternative GUIs for RT?
In-Reply-To: <CAP6_3juPeNeQz-9ZrGp+7ep=RmKZz-f78jhJQvKhgeVTBfHbhg@mail.gmail.com>
References: <1s60wu4fqr.fsf@voll2.uninett.no>
 <CAP6_3jv3sF77URObdF7xNB7SDOF11V-4yYrRHCnDo8BOo7DnCg@mail.gmail.com>
 <1s8u0x27gt.fsf@voll2.uninett.no>
 <CAP6_3juPeNeQz-9ZrGp+7ep=RmKZz-f78jhJQvKhgeVTBfHbhg@mail.gmail.com>
Message-ID: <CAP6_3jsGQ97J5n3G+6npRv1isWZ5VyLowAc34VBkCXE+k095rA@mail.gmail.com>

Hi All,

This is the plugin we made: https://github.com/docca/rt_cf_ajax

This is against 3.8, so we hope someone would modify the code for 4.x

Bests,

Akos


On Mon, Apr 4, 2016 at 11:57 AM, <akos.torok at docca.hu> wrote:

> Hi Gary, Vegard, Emmanuel,
>
> We are happy that you find these things interesting. Telling the truth we
> wanted to make these functions public, but don't know the proper way.
>
> But now! We are creating one or two plugin of these functions in few weeks
> (we are in middle of work, that's why it take so long), and we would upload
> it somewhere to you to download.
>
> Vegard, we would be happy if you upload that to github or so, since we are
> not git masters. :)
>
> Gary, we have stable version for 3.8., but if we have any useful version
> for 4.x, I would ask for our programmers to provide those 4.x code as well,
> and I would upload those if there is any.
>
> Hi Emmanuel,
> I've just sent you the password, your username is d2. If you have any
> questions, just let me know!
>
>
> Bests,
>
> ?kos
>
>
>
>
>
> On Fri, Apr 1, 2016 at 8:01 AM, Vegard Vesterheim <
> vegard.vesterheim at uninett.no> wrote:
>
>> On Thu, 31 Mar 2016 17:44:55 +0200 akos.torok at docca.hu wrote:
>>
>> > We don't know if our coding style and quality is okay for RT or not,
>> and we
>> > are not familiar how to share this plugins on github or so. So we use
>> these
>> > in house, but we could give you access to our test system, you can try
>> it,
>> > and if you find useful we could send you the code for 3.8 (and the 4.2
>> as
>> > well but it is not in everyday use).
>>
>> This looks promising, with funtionality along the same lines that we
>> have been contemplating. We would be very interested in having a look at
>> the code, and also possibly finding a way to continue
>> sharing/co-developing.this further. Please consider putting this on
>> Github or a similar hosting service.
>>
>>  - Vegard V -
>>
>
>
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From milkman at gmail.com  Thu Apr 14 10:19:46 2016
From: milkman at gmail.com (pelotek)
Date: Thu, 14 Apr 2016 07:19:46 -0700 (MST)
Subject: [rt-users] Installed extension not working
Message-ID: <1460643586891-61711.post@n7.nabble.com>

For the life of me, I can't figure out why RTx::Calendar is not showing up. 
I have installed it with cpan, cleared the mason cache, added the Plugin();
line, and restarted the web server.  However, the extension is not showing
up in my GUI.  Any ideas?



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From elacour at easter-eggs.com  Thu Apr 14 11:48:43 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 14 Apr 2016 17:48:43 +0200
Subject: [rt-users] Installed extension not working
In-Reply-To: <1460643586891-61711.post@n7.nabble.com>
References: <1460643586891-61711.post@n7.nabble.com>
Message-ID: <570FBBDB.7070405@easter-eggs.com>

Le 14/04/2016 16:19, pelotek a ?crit :
> For the life of me, I can't figure out why RTx::Calendar is not showing up. 
> I have installed it with cpan, cleared the mason cache, added the Plugin();
> line, and restarted the web server.  However, the extension is not showing
> up in my GUI.  Any ideas?
> 


Did you added the component "MyCalendar" in $HomepageComponents.

You should then be able to show display this calendar component in
you're "RT at a glance" configuration or in a dashboard.



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


From elacour at easter-eggs.com  Thu Apr 14 11:52:01 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 14 Apr 2016 17:52:01 +0200
Subject: [rt-users] Save a Search in Assets
In-Reply-To: <002501d19652$3a8def00$afa9cd00$@i-med.ac.at>
References: <002501d19652$3a8def00$afa9cd00$@i-med.ac.at>
Message-ID: <570FBCA1.4050206@easter-eggs.com>

Le 14/04/2016 15:33, Stefan Kr?ger a ?crit :
> Hello,
> 
>  
> 
> is there a possibility to save searches for assets like for tickets (so
> that these searches could be used in dashboards)?
> 

unfortunatly, no :(


patches are welcome ;)


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


From elacour at easter-eggs.com  Thu Apr 14 11:52:24 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 14 Apr 2016 17:52:24 +0200
Subject: [rt-users] [Solved] RE: Installing RT on Centos7
In-Reply-To: <570CD55F.5060901@mail.cryst.bbk.ac.uk>
References: <mailman.3.1460390402.28980.rt-users@lists.bestpractical.com>
 <570CD55F.5060901@mail.cryst.bbk.ac.uk>
Message-ID: <570FBCB8.8000109@easter-eggs.com>

Le 12/04/2016 13:00, Yanni a ?crit :
> Emmanuel
> 
> Your set of rpms sorted out my missing "File::Which" dependency.
> 
>

you're welcome :)

-- 
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 milkman at gmail.com  Thu Apr 14 10:56:53 2016
From: milkman at gmail.com (pelotek)
Date: Thu, 14 Apr 2016 07:56:53 -0700 (MST)
Subject: [rt-users] Installed extension not working
In-Reply-To: <570FBBDB.7070405@easter-eggs.com>
References: <1460643586891-61711.post@n7.nabble.com>
 <570FBBDB.7070405@easter-eggs.com>
Message-ID: <1460645813936-61715.post@n7.nabble.com>

Hi Emmanuel, when I add that line to the RT_SiteConfig.pm, I get the message
"Invalid portlet Dashboards" after restarting the webserver.



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From elacour at easter-eggs.com  Thu Apr 14 15:14:26 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 14 Apr 2016 21:14:26 +0200
Subject: [rt-users] Installed extension not working
In-Reply-To: <1460645813936-61715.post@n7.nabble.com>
References: <1460643586891-61711.post@n7.nabble.com>
 <570FBBDB.7070405@easter-eggs.com> <1460645813936-61715.post@n7.nabble.com>
Message-ID: <570FEC12.5070804@easter-eggs.com>

Le 14/04/2016 16:56, pelotek a ?crit :
> Hi Emmanuel, when I add that line to the RT_SiteConfig.pm, I get the message
> "Invalid portlet Dashboards" after restarting the webserver.
> 


copy/paste here you're config (without sensitive informations!)


-- 
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 zzzz67 at hotmail.com  Thu Apr 14 15:44:24 2016
From: zzzz67 at hotmail.com (Travis Slusher)
Date: Thu, 14 Apr 2016 19:44:24 +0000
Subject: [rt-users] SSO
Message-ID: <CY1PR13MB0155275B6073D73881E6277CCE970@CY1PR13MB0155.namprd13.prod.outlook.com>

I haven't seen anything anywhere close to recent on this:  How do I install Active Directory and SSO (single sign on) through Windows Authentication on a current RT 4.2 and Apache 2.4.6?  Also  will this work using the Standalone Perl interface?

From rshaker at ARDENCOMPANIES.COM  Thu Apr 14 15:52:14 2016
From: rshaker at ARDENCOMPANIES.COM (Bob Shaker)
Date: Thu, 14 Apr 2016 19:52:14 +0000
Subject: [rt-users] SSO
In-Reply-To: <CY1PR13MB0155275B6073D73881E6277CCE970@CY1PR13MB0155.namprd13.prod.outlook.com>
References: <CY1PR13MB0155275B6073D73881E6277CCE970@CY1PR13MB0155.namprd13.prod.outlook.com>
Message-ID: <SN1PR0301MB2046CC5385558246980245A0DC970@SN1PR0301MB2046.namprd03.prod.outlook.com>

For RT 4.2 you're going to want to connect using the extension RT-Authen-ExternalAuthentication.
The README for the extension should explain fairly well how to install and configure this feature.

For RT 4.4 that extension is now baseline and only needs to be configured.

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Travis Slusher
Sent: Thursday, April 14, 2016 3:44 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] SSO

I haven't seen anything anywhere close to recent on this:  How do I install Active Directory and SSO (single sign on) through Windows Authentication on a current RT 4.2 and Apache 2.4.6?  Also  will this work using the Standalone Perl interface?
---------
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

________________________________

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From milkman at gmail.com  Thu Apr 14 15:03:33 2016
From: milkman at gmail.com (pelotek)
Date: Thu, 14 Apr 2016 12:03:33 -0700 (MST)
Subject: [rt-users] Installed extension not working
In-Reply-To: <570FEC12.5070804@easter-eggs.com>
References: <1460643586891-61711.post@n7.nabble.com>
 <570FBBDB.7070405@easter-eggs.com> <1460645813936-61715.post@n7.nabble.com>
 <570FEC12.5070804@easter-eggs.com>
Message-ID: <1460660613516-61719.post@n7.nabble.com>

# Any configuration directives you include  here will override 
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.


# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
#     Plugin( "RT::Extension::SLA" );
#     Plugin( "RT::Authen::ExternalAuth" );

Plugin( 'RT::Extension::CustomField::HideEmptyValues' );
Plugin( 'RT::Extension::CustomFieldsOnUpdate' );
Plugin( 'RT::Extension::MergeUsers' );
Plugin( 'RT::Extension::QuickUpdate' );
Plugin( 'RT::Extension::ResetPassword' );
Plugin( 'RTx::Calendar' );

Set( $CommentAddress, '' );
Set( $CorrespondAddress, '' );
Set( $DatabaseHost, '' );
Set( $DatabaseName, '' );
Set( $DatabasePassword, '' );
Set( $DatabasePort, '' );
Set( $DatabaseRequireSSL, '' );
Set( $DatabaseType, '' );
Set( $DatabaseUser, '' );
Set( $HomepageComponents, [qw(MyCalendar)] );
Set( $Organization, '' );
Set( $OwnerEmail, '' );
Set( @ReferrerWhitelist, qw());
Set( $SendmailPath, '' );
Set( $WebDomain, '' );
Set( $WebPort, '' );
Set( $rtname, '' );
Set( $SendmailArguments, '' );
Set( $OwnerEmail, '' );
Set( $LogToFile, '' );
Set( $LogDir, '' );
Set( $LogToFileNamed, '' );

Set(%CustomFieldGroupings,
	'RT::Ticket' => [
	]
);
1;



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From elacour at easter-eggs.com  Thu Apr 14 16:40:43 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 14 Apr 2016 22:40:43 +0200
Subject: [rt-users] Installed extension not working
In-Reply-To: <1460660613516-61719.post@n7.nabble.com>
References: <1460643586891-61711.post@n7.nabble.com>
 <570FBBDB.7070405@easter-eggs.com> <1460645813936-61715.post@n7.nabble.com>
 <570FEC12.5070804@easter-eggs.com> <1460660613516-61719.post@n7.nabble.com>
Message-ID: <5710004B.3090604@easter-eggs.com>

Le 14/04/2016 21:03, pelotek a ?crit :
> Set( $HomepageComponents, [qw(MyCalendar)] );

You must take the default value un RT_Config.pm, copy it here and *add*
MyCalendar to it!

-- 
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 milkman at gmail.com  Thu Apr 14 15:52:12 2016
From: milkman at gmail.com (pelotek)
Date: Thu, 14 Apr 2016 12:52:12 -0700 (MST)
Subject: [rt-users] Installed extension not working
In-Reply-To: <5710004B.3090604@easter-eggs.com>
References: <1460643586891-61711.post@n7.nabble.com>
 <570FBBDB.7070405@easter-eggs.com> <1460645813936-61715.post@n7.nabble.com>
 <570FEC12.5070804@easter-eggs.com> <1460660613516-61719.post@n7.nabble.com>
 <5710004B.3090604@easter-eggs.com>
Message-ID: <1460663532557-61721.post@n7.nabble.com>

I've replaced it with

Set( $HomepageComponents, [ qw(QuickCreate Quicksearch MyAdminQueues
MyCalendar MySupportQueues MyReminders RefreshHomepage Dashboards
SavedSearches FindUser) ] );

but MyCalendar still doesn't show up



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From elacour at easter-eggs.com  Thu Apr 14 18:03:31 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 15 Apr 2016 00:03:31 +0200
Subject: [rt-users] Installed extension not working
In-Reply-To: <1460663532557-61721.post@n7.nabble.com>
References: <1460643586891-61711.post@n7.nabble.com>
 <570FBBDB.7070405@easter-eggs.com> <1460645813936-61715.post@n7.nabble.com>
 <570FEC12.5070804@easter-eggs.com> <1460660613516-61719.post@n7.nabble.com>
 <5710004B.3090604@easter-eggs.com> <1460663532557-61721.post@n7.nabble.com>
Message-ID: <571013B3.1090506@easter-eggs.com>

Le 14/04/2016 21:52, pelotek a ?crit :
> I've replaced it with
> 
> Set( $HomepageComponents, [ qw(QuickCreate Quicksearch MyAdminQueues
> MyCalendar MySupportQueues MyReminders RefreshHomepage Dashboards
> SavedSearches FindUser) ] );
> 
> but MyCalendar still doesn't show up
> 

where did you look for it?




-- 
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 eder at unodata.com.br  Thu Apr 14 16:07:53 2016
From: eder at unodata.com.br (UNODATA - Eder Miranda)
Date: Thu, 14 Apr 2016 17:07:53 -0300 (BRT)
Subject: [rt-users] Setting Initial Ticket ID into a new installation
Message-ID: <958859398.3039809.1460664473210.JavaMail.zimbra@unodata.com.br>


Hi there, 

Greetings from S?o Paulo , Brazil. 

Do you happen to know how to set up the initial ticket ID into a new installation? 

I don't want this new server starting with ID #1, since the oldest server that crashed were #10.000

I'm using postgres / RT 4.4.0

With Best Regards,


Atenciosamente, 

Eder Miranda 
http://www.unodata.com.br


From thiago.cristino at gmail.com  Thu Apr 14 19:16:25 2016
From: thiago.cristino at gmail.com (Thiago Cristino dos Santos)
Date: Thu, 14 Apr 2016 20:16:25 -0300
Subject: [rt-users] Setting Initial Ticket ID into a new installation
In-Reply-To: <958859398.3039809.1460664473210.JavaMail.zimbra@unodata.com.br>
References: <958859398.3039809.1460664473210.JavaMail.zimbra@unodata.com.br>
Message-ID: <3FDA1E8C-6E39-4E8A-ABD3-8834AD57C6AA@gmail.com>

Hi,
Try this : http://requesttracker.wikia.com/wiki/SetStartingId

Enviado do meu iPhone

> Em 14 de abr de 2016, ?s 17:07, UNODATA - Eder Miranda <eder at unodata.com.br> escreveu:
> 
> 
> Hi there, 
> 
> Greetings from S?o Paulo , Brazil. 
> 
> Do you happen to know how to set up the initial ticket ID into a new installation? 
> 
> I don't want this new server starting with ID #1, since the oldest server that crashed were #10.000
> 
> I'm using postgres / RT 4.4.0
> 
> With Best Regards,
> 
> 
> Atenciosamente, 
> 
> Eder Miranda 
> http://www.unodata.com.br
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
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From eder at unodata.com.br  Thu Apr 14 19:41:50 2016
From: eder at unodata.com.br (UNODATA - Eder Miranda)
Date: Thu, 14 Apr 2016 20:41:50 -0300 (BRT)
Subject: [rt-users] Setting Initial Ticket ID into a new installation
In-Reply-To: <3FDA1E8C-6E39-4E8A-ABD3-8834AD57C6AA@gmail.com>
References: <958859398.3039809.1460664473210.JavaMail.zimbra@unodata.com.br>
 <3FDA1E8C-6E39-4E8A-ABD3-8834AD57C6AA@gmail.com>
Message-ID: <1744146205.3050056.1460677310491.JavaMail.zimbra@unodata.com.br>

Hi Thiago,

Perfect! You made my day!

Thank you very very much!

Atenciosamente, 

Eder Miranda 
http://www.unodata.com.br

----- Em 14 de Abr de 2016, em 20:16, Thiago Cristino dos Santos thiago.cristino at gmail.com escreveu:

> Hi,
> Try this :


From tackittj at reed.edu  Thu Apr 14 19:54:31 2016
From: tackittj at reed.edu (Josh Tackitt)
Date: Thu, 14 Apr 2016 16:54:31 -0700
Subject: [rt-users] search for 'this week'?
Message-ID: <CAFp8_RA6MHFyFB=hSjjWBuHetLzqYhAirNHzq=nhcMO88QwDfA@mail.gmail.com>

I'd like to add a saved search/chart that displays the # of tickets Created
'this week' and the number of tickets Resolved 'this week'.

Is such a thing possible?

-Josh
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From sdowdy at ucar.edu  Thu Apr 14 20:18:47 2016
From: sdowdy at ucar.edu (Stephen Dowdy)
Date: Thu, 14 Apr 2016 18:18:47 -0600
Subject: [rt-users] search for 'this week'?
In-Reply-To: <CAFp8_RA6MHFyFB=hSjjWBuHetLzqYhAirNHzq=nhcMO88QwDfA@mail.gmail.com>
References: <CAFp8_RA6MHFyFB=hSjjWBuHetLzqYhAirNHzq=nhcMO88QwDfA@mail.gmail.com>
Message-ID: <CA+CZZDauPW0vqA0=TyRQoPb_5nLOcKok96mDTFCCxM3FRX8-wg@mail.gmail.com>

I created saved searches:

   "This Week's Tickets"   =   Created > 'Last Sunday'
   "Last Week's Tickets"   =   Created > 'Sunday Before Last' AND Created <
'Last Sunday'
   "Today's Tickets"       =   Created > 'Midnight'
   "Yesterday's Tickets"   =   Created > 'midnight 1 days ago' AND Created
< 'midnight'

adding from there, you should be able to modify for Resolved, Owned by Me,
etc...

--stephen

On Thu, Apr 14, 2016 at 5:54 PM, Josh Tackitt <tackittj at reed.edu> wrote:

> I'd like to add a saved search/chart that displays the # of tickets
> Created 'this week' and the number of tickets Resolved 'this week'.
>
> Is such a thing possible?
>
> -Josh
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
>


-- 
Stephen Dowdy  -  Systems Administrator  -  NCAR/RAL
303.497.2869   -  sdowdy at ucar.edu        -  http://www.ral.ucar.edu/~sdowdy/
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From milkman at gmail.com  Thu Apr 14 20:54:16 2016
From: milkman at gmail.com (pelotek)
Date: Thu, 14 Apr 2016 17:54:16 -0700 (MST)
Subject: [rt-users] Installed extension not working
In-Reply-To: <571013B3.1090506@easter-eggs.com>
References: <1460643586891-61711.post@n7.nabble.com>
 <570FBBDB.7070405@easter-eggs.com> <1460645813936-61715.post@n7.nabble.com>
 <570FEC12.5070804@easter-eggs.com> <1460660613516-61719.post@n7.nabble.com>
 <5710004B.3090604@easter-eggs.com> <1460663532557-61721.post@n7.nabble.com>
 <571013B3.1090506@easter-eggs.com>
Message-ID: <1460681656657-61728.post@n7.nabble.com>

Your reply made me realize that I hadn't put that portlet on a dashboard or
on RT at a Glance.  I knew the issue was probably something easy that I
didn't think of.  I was able to put the portlet on the dashboard and it's
working now.  Thanks for your help!



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From steven at maxpro-llc.com  Thu Apr 14 22:11:25 2016
From: steven at maxpro-llc.com (Steven H)
Date: Thu, 14 Apr 2016 19:11:25 -0700 (MST)
Subject: [rt-users] Due dates
Message-ID: <1460686285699-61729.post@n7.nabble.com>

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead there
are fields "Starts" and "Due" which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
I need set different duedates for different queues.



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From elacour at easter-eggs.com  Fri Apr 15 03:38:26 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 15 Apr 2016 09:38:26 +0200
Subject: [rt-users] Due dates
In-Reply-To: <1460686285699-61729.post@n7.nabble.com>
References: <1460686285699-61729.post@n7.nabble.com>
Message-ID: <57109A72.3030703@easter-eggs.com>

Le 15/04/2016 04:11, Steven H a ?crit :
> I installed rt4.4.0
> 
> When I configure queue, there is no place to input due dates. Instead there
> are fields "Starts" and "Due" which can be fill in a date such as
> "2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
> I set in that fields.
> 
> What I need is setting duedate such as 3 days after tickets created.
> 
> I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
> I need set different duedates for different queues.
> 
> 


look at "QueueDefault" here
https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it's what
you need.

though this information is missing from
https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html.


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


From elacour at easter-eggs.com  Fri Apr 15 03:38:44 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 15 Apr 2016 09:38:44 +0200
Subject: [rt-users] Installed extension not working
In-Reply-To: <1460681656657-61728.post@n7.nabble.com>
References: <1460643586891-61711.post@n7.nabble.com>
 <570FBBDB.7070405@easter-eggs.com> <1460645813936-61715.post@n7.nabble.com>
 <570FEC12.5070804@easter-eggs.com> <1460660613516-61719.post@n7.nabble.com>
 <5710004B.3090604@easter-eggs.com> <1460663532557-61721.post@n7.nabble.com>
 <571013B3.1090506@easter-eggs.com> <1460681656657-61728.post@n7.nabble.com>
Message-ID: <57109A84.20800@easter-eggs.com>

Le 15/04/2016 02:54, pelotek a ?crit :
> Your reply made me realize that I hadn't put that portlet on a dashboard or
> on RT at a Glance.  I knew the issue was probably something easy that I
> didn't think of.  I was able to put the portlet on the dashboard and it's
> working now.  Thanks for your help!
> 
> 

you're welcome :)


-- 
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 sandi.kuzma at halcom.si  Fri Apr 15 03:07:52 2016
From: sandi.kuzma at halcom.si (sandik)
Date: Fri, 15 Apr 2016 00:07:52 -0700 (MST)
Subject: [rt-users] Large autocomplete custom filed long loading on search
Message-ID: <1460704072377-61732.post@n7.nabble.com>

Hi,

we encountered problem with custom field with lot of data. Lot of data in
this case is 200000 rows. This is supposed to be list of all customers.Data
was inserted directly into database.

Problem is when trying to do a serch (Search-->Tickets-->New search). After
selecting Queue in Query builder and clicking button "Add these terms" it
takes around 45 second to add queue to search list and show custom fields
for this queue. Time required to load page is linear with quantity of rows
in database.

>From logs we can see that rt is executing SQL:
SELECT main.* FROM CustomFieldValues main  WHERE (main.CustomField = 3) 
ORDER BY main.SortOrder ASC, main.Name ASC, main.id ASC;
>From terminal SQL execution is under 2s but loading data into terminal takes
more or less same time as loading page.
I'd assume that it's not really necessary to this load since on ticket
create/edit page it works perfectly (page loads, autocomplete works
perfectly) and it doesn't do any preload of values (doesn't execute
problematic SQL as on search)

Also editing this CF is not possible since it never loads all data into
browser (firefox goes over 4Gb of ram and crashes).

Does anyone have some solution to this problem or some workaround?

Thanks,
Sandi




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From sally.ainsley at lifecycle-software.com  Fri Apr 15 04:15:51 2016
From: sally.ainsley at lifecycle-software.com (Sally Ainsley)
Date: Fri, 15 Apr 2016 09:15:51 +0100
Subject: [rt-users] Due dates
In-Reply-To: <1460686285699-61729.post@n7.nabble.com>
References: <1460686285699-61729.post@n7.nabble.com>
Message-ID: <036001d196ef$06bffa90$143fefb0$@lifecycle-software.com>

Hi

We have managed this by setting up different SLAs for different queues.

It was really fiddly and took lots of trial and error but we now have 5
different sets of SLAS - we have default 1 and default 2 which apply to the
majority of our Queues and then I have 3 bespoke ones.  

Each SLA set has a different set of "business hours" and 4 or 5 SLA levels.


Each level sets a due date based on the business or real hours defined
within the SLA level.

We have 5 SLA custom fields each with the defined SLA levels -each Custom
field has to be called "SLA" but then within each we have different names
for the levels defined the thing you have to ensure is that each SLA level
has a unique name.   We define the correct SLA for each QUEUE set by
allocating the relevant SLA Custom Field.

Does that help - or do you need to see some examples?

Regards

Sally

Sally Ainsley | Lifecycle Software | 


-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
Of Steven H
Sent: 15 April 2016 03:11
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Due dates

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead there
are fields "Starts" and "Due" which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
I need set different duedates for different queues.



--
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http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
---------
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016



From jvdwege at xs4all.nl  Fri Apr 15 09:27:18 2016
From: jvdwege at xs4all.nl (Joop)
Date: Fri, 15 Apr 2016 15:27:18 +0200
Subject: [rt-users] Due dates
In-Reply-To: <036001d196ef$06bffa90$143fefb0$@lifecycle-software.com>
References: <1460686285699-61729.post@n7.nabble.com>
 <036001d196ef$06bffa90$143fefb0$@lifecycle-software.com>
Message-ID: <5710EC36.8050204@xs4all.nl>

On 15-4-2016 10:15, Sally Ainsley wrote:
> Hi
>
> We have managed this by setting up different SLAs for different queues.
>
> It was really fiddly and took lots of trial and error but we now have 5
> different sets of SLAS - we have default 1 and default 2 which apply to the
> majority of our Queues and then I have 3 bespoke ones.  
>
> Each SLA set has a different set of "business hours" and 4 or 5 SLA levels.
>
>
> Each level sets a due date based on the business or real hours defined
> within the SLA level.
>
> We have 5 SLA custom fields each with the defined SLA levels -each Custom
> field has to be called "SLA" but then within each we have different names
> for the levels defined the thing you have to ensure is that each SLA level
> has a unique name.   We define the correct SLA for each QUEUE set by
> allocating the relevant SLA Custom Field.
>
> Does that help - or do you need to see some examples?
>
> Sally
Now that you shouldn't have offered :-)

Could you post an example, I'm interested in something like that and I'm
trying to get managment interested in changing bad habits :-)

Regards,

Joop



From tackittj at reed.edu  Fri Apr 15 12:18:37 2016
From: tackittj at reed.edu (Josh Tackitt)
Date: Fri, 15 Apr 2016 09:18:37 -0700
Subject: [rt-users] omit table in charts?
Message-ID: <CAFp8_RBb00y_u+gAC6v_XZkqiKCgKGEP2feqKik+MwpfiNbGTg@mail.gmail.com>

I'd like to display a saved chart graph on a dashboard but do not want to
also display the table that seems to be a permanent part of all charts.

Is it possible to disable display of either the Table or the Graph on a
Saved Chart?
Is it possible to make the Graph bars/numbers links to the search results?
Just as they are in the table?

Thanks
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From jeffrey.pilant at bayer.com  Fri Apr 15 13:19:39 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Fri, 15 Apr 2016 17:19:39 +0000
Subject: [rt-users] search for 'this week'?
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D6B0DE@MOXCXR.na.bayer.cnb>

Stephen Dowdy wrote:
> I created saved searches:
>
>    "This Week's Tickets"   =   Created > 'Last Sunday'
>    "Last Week's Tickets"   =   Created > 'Sunday Before Last' AND Created <
> 'Last Sunday'
>    "Today's Tickets"       =   Created > 'Midnight'
>    "Yesterday's Tickets"   =   Created > 'midnight 1 days ago' AND Created
> < 'midnight'
>
> adding from there, you should be able to modify for Resolved, Owned by Me,
> etc...

Hope you don't put in tickets on Sunday or at midnight.
[Likely safe bet, but just in case...]

Query should be something like:
   "This Week's Tickets"   =   Created >  'Last Sunday'
   "Last Week's Tickets"   =   Created >  'Sunday Before Last'
                           AND Created <= 'Last Sunday'
   "Today's Tickets"       =   Created >  'Midnight'
   "Yesterday's Tickets"   =   Created >  'midnight 1 days ago'
                           AND Created <= 'midnight'

/jeff

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From steven at maxpro-llc.com  Fri Apr 15 19:13:56 2016
From: steven at maxpro-llc.com (Steven H)
Date: Fri, 15 Apr 2016 16:13:56 -0700 (MST)
Subject: [rt-users] Due dates
In-Reply-To: <036001d196ef$06bffa90$143fefb0$@lifecycle-software.com>
References: <1460686285699-61729.post@n7.nabble.com>
 <036001d196ef$06bffa90$143fefb0$@lifecycle-software.com>
Message-ID: <1460762036317-61737.post@n7.nabble.com>

Yes, I'd like to have some examples, please.



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From steven at maxpro-llc.com  Fri Apr 15 20:57:00 2016
From: steven at maxpro-llc.com (Steven H)
Date: Fri, 15 Apr 2016 17:57:00 -0700 (MST)
Subject: [rt-users] Due dates
In-Reply-To: <57109A72.3030703@easter-eggs.com>
References: <1460686285699-61729.post@n7.nabble.com>
 <57109A72.3030703@easter-eggs.com>
Message-ID: <1460768220994-61738.post@n7.nabble.com>

Emmanuel Lacour wrote
> Le 15/04/2016 04:11, Steven H a ?crit :
>> I installed rt4.4.0
>> 
>> When I configure queue, there is no place to input due dates. Instead
>> there
>> are fields "Starts" and "Due" which can be fill in a date such as
>> "2016-04-15 00:00:00". I did a test creating a ticket, the due date is
>> what
>> I set in that fields.
>> 
>> What I need is setting duedate such as 3 days after tickets created.
>> 
>> I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues,
>> But
>> I need set different duedates for different queues.
>> 
>> 
> 
> 
> look at "QueueDefault" here
> https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it's what
> you need.
> 
> though this information is missing from
> https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html.
> 
> 
> -- 
> 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@

>   -   http://www.easter-eggs.com
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


Emmanuel Lacour wrote
> Le 15/04/2016 04:11, Steven H a ?crit :
>> I installed rt4.4.0
>> 
>> When I configure queue, there is no place to input due dates. Instead
>> there
>> are fields "Starts" and "Due" which can be fill in a date such as
>> "2016-04-15 00:00:00". I did a test creating a ticket, the due date is
>> what
>> I set in that fields.
>> 
>> What I need is setting duedate such as 3 days after tickets created.
>> 
>> I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues,
>> But
>> I need set different duedates for different queues.
>> 
>> 
> 
> 
> look at "QueueDefault" here
> https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it's what
> you need.
> 
> though this information is missing from
> https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html.
> 
> 
> -- 
> Easter-eggs                              Sp?cialiste GNU/Linux
> 44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
> Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
> mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

Quoted from: 
http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61730.html


Thanks, it works https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA
. 




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From steven at maxpro-llc.com  Fri Apr 15 21:05:35 2016
From: steven at maxpro-llc.com (Steven H)
Date: Fri, 15 Apr 2016 18:05:35 -0700 (MST)
Subject: [rt-users] Due dates
In-Reply-To: <036001d196ef$06bffa90$143fefb0$@lifecycle-software.com>
References: <1460686285699-61729.post@n7.nabble.com>
 <036001d196ef$06bffa90$143fefb0$@lifecycle-software.com>
Message-ID: <1460768735267-61739.post@n7.nabble.com>

Sally Ainsley wrote
> Hi
> 
> We have managed this by setting up different SLAs for different queues.
> 
> It was really fiddly and took lots of trial and error but we now have 5
> different sets of SLAS - we have default 1 and default 2 which apply to
> the
> majority of our Queues and then I have 3 bespoke ones.  
> 
> Each SLA set has a different set of "business hours" and 4 or 5 SLA
> levels.
> 
> 
> Each level sets a due date based on the business or real hours defined
> within the SLA level.
> 
> We have 5 SLA custom fields each with the defined SLA levels -each Custom
> field has to be called "SLA" but then within each we have different names
> for the levels defined the thing you have to ensure is that each SLA level
> has a unique name.   We define the correct SLA for each QUEUE set by
> allocating the relevant SLA Custom Field.
> 
> Does that help - or do you need to see some examples?
> 
> Regards
> 
> Sally
> 
> Sally Ainsley | Lifecycle Software | 
> 
> 
> -----Original Message-----
> From: rt-users [mailto:

> rt-users-bounces at .bestpractical

> ] On Behalf
> Of Steven H
> Sent: 15 April 2016 03:11
> To: 

> rt-users at .bestpractical

> Subject: [rt-users] Due dates
> 
> I installed rt4.4.0
> 
> When I configure queue, there is no place to input due dates. Instead
> there
> are fields "Starts" and "Due" which can be fill in a date such as
> "2016-04-15 00:00:00". I did a test creating a ticket, the due date is
> what
> I set in that fields.
> 
> What I need is setting duedate such as 3 days after tickets created.
> 
> I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues,
> But
> I need set different duedates for different queues.
> 
> 
> 
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

I'm interest in how you do this. I think it is convenient to change params
from admin control panel



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From lucascastroborges at gmail.com  Fri Apr 15 22:50:13 2016
From: lucascastroborges at gmail.com (Lucas Castro)
Date: Fri, 15 Apr 2016 23:50:13 -0300
Subject: [rt-users] Sending Mail
In-Reply-To: <CAMGKjexBoU9DVxq4=4oyWypcMFWWpCVV2oOj1=rv57LFeJ6kOw@mail.gmail.com>
References: <CAMGKjexBoU9DVxq4=4oyWypcMFWWpCVV2oOj1=rv57LFeJ6kOw@mail.gmail.com>
Message-ID: <5711A865.8040100@gmail.com>



On 01-04-2016 12:24, Yara Brice?o wrote:
> Good morning,
>
> We have an issue when we create a new RT, it isn?t being sent to gmail
> adresses. Then the error throws us:
>
> *Our system has detected an unusual rate of 550-5.7.1 unsolicited mail
> originating from your IP address. To protect our 550-5.7.1 users from
> spam, mail sent from your IP address has been blocked. 550-5.7.1
> Please visit 550-5.7.1
>  https://support.google.com/mail/answer/81126 to review our Bulk Email
> 550 5.7.1 Senders Guidelines. 7si3194614vkl.156 - gsmtp (in reply to
> end  of DATA command)*
*
*It seems the problem is in mail server, try**sending from your system
using command line,
try to connect and send direct from your server. I already got that
problem but can't remember how I solved.
But check for your server configuration, how is it relaying, if reverse
DNS is setup correctly.
It'll get something for google remove your ip address from black list,
wait some time not trying to send other mails to google.
**
>
> For your information, RT version: 3.6
>
> Waiting for your reply.
>
> Thankful,
>
> -- 
> Ing. Yara A. Brice?o G.
> Dep. Operaciones
> Consorcio Unplugged, C.A.
>
> www.unpluggedcorp.com <http://www.unpluggedcorp.com/>
> ofic (central). 0212 740.30.80/84
> ext. 7771
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

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From jvdwege at xs4all.nl  Sat Apr 16 05:24:12 2016
From: jvdwege at xs4all.nl (Joop)
Date: Sat, 16 Apr 2016 11:24:12 +0200
Subject: [rt-users] Onetime CC are giving an internal error
In-Reply-To: <5708B1D4.7070703@gmail.com>
References: <57065789.90702@xs4all.nl> <5708B1D4.7070703@gmail.com>
Message-ID: <571204BC.1090904@xs4all.nl>

On 9-4-2016 9:40, Todd Wade wrote:
> On 4/7/16 8:50 AM, Joop wrote:
>> like an URL encoded block of text which is 8000 chars.
>> Shouldn't PreviewScrips use POST instead of GET because of the possible
>> large amount of text?
>
> Yeah it looks like that should POST.
>
> I put in a pull request for this:
>
> https://github.com/bestpractical/rt/pull/184
> https://github.com/bestpractical/rt/pull/184.diff
>
> I had to add a helper to util.js because unfortunately it looks like
> theres no way to serialize the form as an object with stock jQuery. So
> you might want to wait to see if BPS accepts this as-is before
> applying it.
>
I implemented this patch and it works OK but has a unpleasant side effect.
How to reproduce:
Reply to a ticket and make sure you have the right to see the scrip
preview pane
Notice that all that need to recieve email are having a checkmark!
Click into the message body reply field, type some text, not really needed
Click outside the text field on a place that is NOT a other form element
such as the Owner dropdown.
Notice that the checkmarks disappear :-(

Will amend the PR with this info too.

Joop



From stewart.schwartz at ars.usda.gov  Sun Apr 17 09:06:20 2016
From: stewart.schwartz at ars.usda.gov (studogg)
Date: Sun, 17 Apr 2016 06:06:20 -0700 (MST)
Subject: [rt-users] Asset Tracker in RT 4.4
Message-ID: <1460898380796-61742.post@n7.nabble.com>

I am running RT 4.0.17 and want to upgrade to 4.4.

We use Asset Tracker and would like to continue to do so. Asset Tracker has
a much better GUI and allows for custom queries where Assets for RT does
not.

Will Asset Tracker work in RT 4.4 or do I have to use Assets for RT?





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From sally.ainsley at lifecycle-software.com  Mon Apr 18 04:20:55 2016
From: sally.ainsley at lifecycle-software.com (Sally Ainsley)
Date: Mon, 18 Apr 2016 09:20:55 +0100
Subject: [rt-users] Due dates
In-Reply-To: <1460762036317-61737.post@n7.nabble.com>
References: <1460686285699-61729.post@n7.nabble.com>
 <036001d196ef$06bffa90$143fefb0$@lifecycle-software.com>
 <1460762036317-61737.post@n7.nabble.com>
Message-ID: <09f701d1994b$3b8c9180$b2a5b480$@lifecycle-software.com>

Hi Steve, Joop, All

This is the code we use for the SLAs - it is not perfect and took some trial
and error but it is setting appropriate due dates for us .  I have had to
de-sensitise but hopefully you will be able to follow the ideas.  (We have
not been able to get any sort of Stop the Clock functionality implemented -
there are some previous threads about this but we could not get any to work
- to get around this we have introduced a Custom Field called SLA note - our
managers can fill this in if the DUE DATE is passed to explain why the issue
was not resolved by the DUE DATE - not perfect solution but best we have
been able to do so far.)

We have TWO different sets of SLAS - each has different business hours.
The code below is from our Config file and shows:
a) SLA BUSINESS HOURS & HOLIDAY Definitions
b) Service Agreements: SLA Default setting - ie if a customer does not set
an SLA when entering a ticket we set a default for each queue
c) SLA Level definition -  We have these level names in two different custom
fields called SLA and we apply each custom field to a different Queue - this
enable users to see the correct drop down box of SLA Level Options

Regards

Sally

---------------------------------------------------

Plugin('RT::Extension::SLA');

  %RT::ServiceBusinessHours = (
        'SET ONE BH' => {
            1 => { Name => 'Monday', Start => '8:30', End => '18:00' },
            2 => { Name => 'Tuesday', Start => '8:30', End => '18:00' },
            3 => { Name => 'Wednesday', Start => '8:30', End => '18:00' },
            4 => { Name => 'Thursday', Start => '8:30', End => '18:00' },
            5 => { Name => 'Friday', Start => '8:30', End => '18:00' },

holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},	    
        'SET TWO BH' => {
            1 => { Name => 'Monday', Start => '8:00', End => '18:00' },
            2 => { Name => 'Tuesday', Start => '8:00', End => '18:00' },
            3 => { Name => 'Wednesday', Start => '8:00', End => '18:00' },
            4 => { Name => 'Thursday', Start => '8:00', End => '18:00' },
            5 => { Name => 'Friday', Start => '8:00', End => '18:00' },

holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},

   );

  %RT::ServiceAgreements = (
    
    Default => 'P3-Low-Major',
    QueueDefault => {
            'Customer One'=> 'P5- Minor (Single User)_SET ONE',
            'Customer Two' => ' P4-Minor-SET2',
    },
	

Levels => 
		{
			'N/A-Info-SET ONE' => {
			BusinessHours => 'SET ONE BH',
			Resolve => { BusinessMinutes => 60*200,
IgnoreOnStatuses => ['stalled'], ['Client'], ['3rdParty'], ['Resolved'] } },

            
			'P5-Minor-SingleUser-SET ONE' => {
			BusinessHours => 'SET ONE BH',
			Resolve => { BusinessMinutes => 60*28.5 } },

			'P4-Low-MultipleUsers-SET ONE' => {
			BusinessHours => 'SET ONE BH',
			Resolve => { BusinessMinutes => 60*12 } },

			'P3-Medium-SignificanCustomer Four-SET ONE' => {
			BusinessHours => 'SET ONE BH',
			Resolve => { BusinessMinutes => 60*8 } },
			 
			'P2-MajorFault-PartialLoss-SET ONE' => 
			{ Resolve => { RealMinutes => 60*6 } },

			'P1-CriticalFault -TotalLoss-SET ONE' =>
			{ Resolve => { RealMinutes => 60*4 } },

   
#CUSTOMERTWO

            'N/A-Info-SET2' => { 
            BusinessHours => 'SET TWO BH',
            Resolve => { BusinessMinutes => 60*200 } },

            'P4-Minor-SET2' => {
			BusinessHours => 'SET TWO BH',
			Resolve => { BusinessMinutes => 60*50 } },

            'P3-Major-SignificanCustomer Fourpulation-SET2' => {
			BusinessHours => 'SET TWO BH',
			Resolve => { BusinessMinutes => 60*8 } },

            'P2-SevereFault-PartialLoss-SET2' => {
			BusinessHours => 'SET TWO BH',
			Resolve => { BusinessMinutes => 60*4 } },

            'P1-Critical-TotalLoss-SET2' => {
			Resolve => { RealMinutes => 60*2} },

);

Sally Ainsley | Lifecycle Software | T: 01635 553427


-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
Of Steven H
Sent: 16 April 2016 00:14
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Due dates

Yes, I'd like to have some examples, please.



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---------
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* Washington DC - May 23 & 24, 2016



From james.beck at southhunsley.org.uk  Mon Apr 18 07:11:48 2016
From: james.beck at southhunsley.org.uk (Beck J Mr)
Date: Mon, 18 Apr 2016 11:11:48 +0000
Subject: [rt-users] Attachments from the UI
Message-ID: <DB071BF1E823ED4B9803BE8956E7CDDB63292058@ZORA.southhunsley.local>

Hi All,

We have upgraded to 4.4.0 from 4.2.11 and we are seeing non-privileged users are not able to attach files using the UI, either by drag-and-drop, or by browsing for a file. All looks well in the UI; we see the progress bar and a nice, big tick to say the file has been uploaded, but the file does not get posted on the ticket.

E-mail attachments work okay as far as we can tell, and we cannot see anything relevant in error.log or rt.log.

Has anybody seen this behaviour?

Running Ubuntu Server 14.04.

Thanks

James
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From telkin at afslc.com  Mon Apr 18 07:58:44 2016
From: telkin at afslc.com (tim)
Date: Mon, 18 Apr 2016 04:58:44 -0700 (MST)
Subject: [rt-users] Need help getting REST API calls to work using
 WinHttpRequest from VBA
In-Reply-To: <CAA=Bx5DVGDaQCaU5C407GHgL=Rf_jysTwmFfjfCuYAUfFm89Uw@mail.gmail.com>
References: <CAA=Bx5DVGDaQCaU5C407GHgL=Rf_jysTwmFfjfCuYAUfFm89Uw@mail.gmail.com>
Message-ID: <1460980724043-61745.post@n7.nabble.com>

By using the following code placed into a class called clsRT_Ticket I was
able to create RT Tickets within VBA successfully.  Hope this helps others
that have run into this issue with VBA.

'Must Include Microsoft WinHTTP Services, version 5 (winhttp.dll) in your
reference

'NOTE: to call CreateTicket function from code
'Set RT_Ticket = New clsRT_Ticket
'With RT_Ticket
'    .ProcessBar = Me.StatusBar
'    .DisplayTicketInfoUponCreation = True
'    .Body = sbody
'    .PIDs = cPIDs
'    .BankID_Old = sOrgReturnedCheck_BankID
'    .BankID_New = ReturnedCheck.BankId
'    .CreateTicket
'End With
'Set RT_Ticket = Nothing

Private WinHttpReq As WinHttpRequest

Private Const multiPartBoundary As String = "--xYzZY"

Private mvarRT_URL As String
Private mvarRT_CreateTICKET As String
Private mvarRT_ShowTICKET As String
Private mvarRT_Auth_User As String
Private mvarRT_Auth_PWD As String

Private mvarSessionCookie As String
Private mvarCookieHolder As Variant

Private mvarBody As String
Private mvarRequestor As String
Private mvarSubject As String
Private mvarTicketNumber As String
'

Private Sub Class_Initialize()
    'create the WinHttpRequest object
    Set WinHttpReq = New WinHttpRequest

    mvarRT_URL = "https://(RT server):#####"  'where ##### points to a valid
port if needed
    mvarRT_CreateTICKET = mvarRT_URL & "/REST/1.0/ticket/new"
    mvarRT_ShowTICKET = mvarRT_URL & "/REST/1.0/ticket/%ticket%/SHOW"
    mvarRT_Auth_User = "(valid RT user name)"
    mvarRT_Auth_PWD = "(valid RT user password)"
    mvarRequestor = "(valid RT requestor name)"
        
    mvarBody = ""
    mvarSubject = ""
    mvarTicketNumber = ""
    
End Sub

Private Sub Class_Terminate()
    Set WinHttpReq = Nothing

End Sub

Public Function CreateTicket() As Boolean
    Dim sMultiPartData As String
    Dim sCustomFieldValue As String     'value to be placed into custom
field if used
    
    mvarBody = "text to be displayed in body of "
    mvarSubject = ""
    
    'setup multipart/form-data to be passed to RT request
    sMultiPartData = ""
    sMultiPartData = multiPartBoundary & vbCrLf
    sMultiPartData = sMultiPartData + "Content-Disposition: form-data;
name=""content""" + vbCrLf + vbCrLf
    sMultiPartData = sMultiPartData + "id: ticket/new" + vbCrLf
    sMultiPartData = sMultiPartData + "Subject: " + mvarSubject + vbCrLf
    sMultiPartData = sMultiPartData + "Text: " + mvarBody + vbCrLf
    sMultiPartData = sMultiPartData + "Requestor: " & mvarRequestor & vbCrLf
    
    'had to include next statement twice to get custom field values to be
accepted in RT
    sMultiPartData = sMultiPartData + "CF-(name of custom field): " +
sCustomFieldValue + vbCrLf
    sMultiPartData = sMultiPartData + "CF-(name of custom field): " +
sCustomFieldValue + vbCrLf
    
    sMultiPartData = sMultiPartData + "Queue: General" + vbCrLf
    sMultiPartData = sMultiPartData + "--xYzZY--"

    With WinHttpReq
        If getValidSessionCookie Then   'get cookie from first call to RT
            'Debug.Print .ResponseText
            
            '2) create New RT ticket
            .Open "POST", mvarRT_CreateTICKET
            .setRequestHeader "User-Agent", "Mozilla/5.0 (Windows NT 6.1;
WOW64; rv:38.0) Gecko/20100101 Firefox/38.0"
            .setRequestHeader "Accept",
"text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8"
            .setRequestHeader "Accept-Language", "en-US,en;q=0.5"
            .setRequestHeader "DNT", "1"
            .setRequestHeader "Referer", mvarRT_CreateTICKET
            .setRequestHeader "Cookie", mvarSessionCookie
            .setRequestHeader "Connection", "keep-alive"
            .setRequestHeader "Content-Type", "multipart/form-data;
boundary=xYzZY"
            .setRequestHeader "Content-Length", CStr(Len(sMultiPartData))
            .send (sMultiPartData)

            If .Status = 200 Then
                mvarTicketNumber = Trim(.responseText)
                If InStr(mvarTicketNumber, "401 Credentials required") < 1
Then
                    'get RT ticket number
                    mvarTicketNumber = Replace(mvarTicketNumber, Chr(10),
"")
                    If mvarTicketNumber <> "" Then
                        'return just the RT ticket number
                        mvarTicketNumber = Mid(mvarTicketNumber,
InStr(mvarTicketNumber, "# Ticket ") + Len("# Ticket "))
                        mvarTicketNumber = Replace(mvarTicketNumber, "
created.", "")
                    End If
                
                    Debug.Print "RT Ticket #" & CStr(mvarTicketNumber) & "
created."
                Else
                    Debug.Print .responseText
                    Debug.Print .getAllResponseHeaders
                End If
            Else
                Debug.Print .responseText
                Debug.Print .getAllResponseHeaders
            End If
        Else
            'cannot establish a connection to RT server, so try again up to
3 attempts only
            Debug.Print .responseText
            Debu8g.Print .getAllResponseHeaders
        End If
        
    End With
    
End Function

Public Function ShowTicket(ByVal sTicketNumber As String) As Boolean
    
    If getValidSessionCookie Then   'get initial request and cookie to pass
to RT request
        '3) show RT ticket information returned
        With WinHttpReq
            .Open "GET", Replace(mvarRT_ShowTICKET, "%ticket%",
sTicketNumber)
            .setRequestHeader "User-Agent", "Mozilla/5.0 (Windows NT 6.1;
WOW64; rv:38.0) Gecko/20100101 Firefox/38.0"
            .setRequestHeader "Accept",
"text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8"
            .setRequestHeader "Accept-Language", "en-US,en;q=0.5"
            .setRequestHeader "DNT", "1"
            .setRequestHeader "Cookie", mvarSessionCookie
            .setRequestHeader "Connection", "keep-alive"
            .send
    
            If .Status = 200 Then
                Debug.Print .responseText
            End If
        End With
    End If
    
End Function

Private Function getValidSessionCookie() As Boolean
    Dim sMsg As String
    
    With WinHttpReq
            
        .Option(4) = 13056  'WinHttpRequestOption_SslErrorIgnoreFlags 13056:
ignore all err,
        
        '1) get cookie to reuse (DO NOT CHANGE!!!)
        .Open "POST", mvarRT_URL
        .setRequestHeader "User-Agent", "Mozilla/5.0 (Windows NT 6.1; WOW64;
rv:38.0) Gecko/20100101 Firefox/38.0"
        .setRequestHeader "Accept",
"text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8"
        .setRequestHeader "Accept-Language", "en-US,en;q=0.5"
        .setRequestHeader "DNT", "1"
        .setRequestHeader "Connection", "keep-alive"
        .setRequestHeader "Content-Type",
"application/x-www-form-urlencoded"
        .setRequestHeader "Content-Length", Len("user=" & mvarRT_Auth_User &
"&pass=" & mvarRT_Auth_PWD)
        .send ("user=" & mvarRT_Auth_User & "&pass=" & mvarRT_Auth_PWD)
        
        If .Status = 200 Then
            mvarSessionCookie = .getResponseHeader("Set-Cookie")

            mvarCookieHolder = Split(mvarSessionCookie, ";")
            If UBound(mvarCookieHolder) > 0 Then
                'implicit conversion to string
                mvarSessionCookie = mvarCookieHolder(0)
            End If
        End If
        
    End With
    
End Function




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From luke at openimp.com  Mon Apr 18 09:40:24 2016
From: luke at openimp.com (Luke Hopkins)
Date: Mon, 18 Apr 2016 14:40:24 +0100
Subject: [rt-users] RT 4.4 failing to send CC emails
Message-ID: <5714E3C8.4090401@openimp.com>

I'm running RT 4.4 and for some reason whenever I add a one-time cc to a 
ticket I get the following error appearing on the ticket:
The RT System itself- Sending the previous mail has failed. Please 
contact your admin, they can find more details in the logs.

The logs show:
   [21] [Mon Apr 18 13:33:50 2016] [info]: 
<rt-4.4.0-21-1460986430-505.5793790-6-0@###.####.net> #5793790/36778097 
- Scrip 6 On Correspond Notify Other Recipients 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
2016-04-18 13:33:50,811 CRIT reaped unknown pid 340)
[21] [Mon Apr 18 13:33:50 2016] [error]: 
<rt-4.4.0-21-1460986430-505.5793790-6-0@###.####.net>: 
`/usr/sbin/sendmail -oi -t -f xx at xxxx.xxx` exited with code 64 
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:921)
[21] [Mon Apr 18 13:33:50 2016] [critical]: 
<rt-4.4.0-21-1460986430-505.5793790-6-0@###.####.net>: Could not send 
mail with command `/usr/sbin/sendmail -oi -t -f xx at xxxx.xxx`: 
<rt-4.4.0-21-1460986430-505.5793790-6-0@###.####.net>: 
`/usr/sbin/sendmail -oi -t -f xx at xxxx.xxx` exited with code 64 at 
/opt/rt4/sbin/../lib/RT/Interface/Email.pm line 922.

Stack:
   [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:922]
   [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:292]
   [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:115]
   [/opt/rt4/sbin/../lib/RT/ScripAction.pm:182]
   [/opt/rt4/sbin/../lib/RT/Scrip.pm:664]
   [/opt/rt4/sbin/../lib/RT/Scrips.pm:296]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:213]
   [/opt/rt4/sbin/../lib/RT/Record.pm:1670]
   [/opt/rt4/sbin/../lib/RT/Ticket.pm:1605]
   [/opt/rt4/sbin/../lib/RT/Ticket.pm:1491]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2411]
   [/opt/rt4/share/html/Ticket/Display.html:169]
   [/opt/rt4/share/html/Ticket/Update.html:341]
   [/opt/rt4/share/html/Ticket/autohandler:66]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]
   [/opt/rt4/share/html/autohandler:53] 
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:926)

It is not an issue with the email addresses because it happens to all 
addresses and all the addresses work fine when they are requesters or 
set a CCs but only fail if set as one-time CC.

I've looked at the scripts and they're exactly the same apart from one 
that fails is Notify Other Recipients.

The sendmail exit code also doesn't seem to make any sense.

Has anyone encountered this issue before?
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From milkman at gmail.com  Mon Apr 18 09:30:09 2016
From: milkman at gmail.com (pelotek)
Date: Mon, 18 Apr 2016 06:30:09 -0700 (MST)
Subject: [rt-users] Installed extension not working
In-Reply-To: <57109A84.20800@easter-eggs.com>
References: <1460643586891-61711.post@n7.nabble.com>
 <570FBBDB.7070405@easter-eggs.com> <1460645813936-61715.post@n7.nabble.com>
 <570FEC12.5070804@easter-eggs.com> <1460660613516-61719.post@n7.nabble.com>
 <5710004B.3090604@easter-eggs.com> <1460663532557-61721.post@n7.nabble.com>
 <571013B3.1090506@easter-eggs.com> <1460681656657-61728.post@n7.nabble.com>
 <57109A84.20800@easter-eggs.com>
Message-ID: <1460986209684-61747.post@n7.nabble.com>

Unfortunately, now it's only partially working.  I have the portlet on the
dashboard but the link is not showing up under "search".  Tickets show up on
the portlet and the information is displayed correctly, but there is no way
for me to create searches for the calendar or display a larger calendar. 
The help page is also missing (should be under /Prefs/Calendar.html).



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From waveright at gmail.com  Mon Apr 18 11:43:43 2016
From: waveright at gmail.com (Todd Wade)
Date: Mon, 18 Apr 2016 11:43:43 -0400
Subject: [rt-users] RT 4.4 failing to send CC emails
In-Reply-To: <5714E3C8.4090401@openimp.com>
References: <5714E3C8.4090401@openimp.com>
Message-ID: <571500AF.7020609@gmail.com>

On 4/18/16 9:40 AM, Luke Hopkins wrote:
> I'm running RT 4.4 and for some reason whenever I add a one-time cc to a
> ticket I get the following error appearing on the ticket:
> The RT System itself- Sending the previous mail has failed. Please
> contact your admin, they can find more details in the logs.

You'll need to see the mail server logs to get the reason the send is 
failing. Perhaps /var/log/maillog or something like that.



From jvdwege at xs4all.nl  Mon Apr 18 15:36:22 2016
From: jvdwege at xs4all.nl (Joop)
Date: Mon, 18 Apr 2016 21:36:22 +0200
Subject: [rt-users] Attachments from the UI
In-Reply-To: <DB071BF1E823ED4B9803BE8956E7CDDB63292058@ZORA.southhunsley.local>
References: <DB071BF1E823ED4B9803BE8956E7CDDB63292058@ZORA.southhunsley.local>
Message-ID: <57153736.4090005@xs4all.nl>

On 18-4-2016 13:11, Beck J Mr wrote:
> Hi All,
>
> We have upgraded to 4.4.0 from 4.2.11 and we are seeing non-privileged users are not able to attach files using the UI, either by drag-and-drop, or by browsing for a file. All looks well in the UI; we see the progress bar and a nice, big tick to say the file has been uploaded, but the file does not get posted on the ticket.
>
> E-mail attachments work okay as far as we can tell, and we cannot see anything relevant in error.log or rt.log.
>
> Has anybody seen this behaviour?
>
>
This has come up on the mailinglist a few times. Search them and lets us
know if you can't find it and maybe someone will dig up the posts. I'm
short on time right now, sorry.

Joop



From palomint at reed.edu  Mon Apr 18 16:39:12 2016
From: palomint at reed.edu (Tony G Palomino)
Date: Mon, 18 Apr 2016 13:39:12 -0700
Subject: [rt-users] Asset Tracker in RT 4.4
In-Reply-To: <1460898380796-61742.post@n7.nabble.com>
References: <1460898380796-61742.post@n7.nabble.com>
Message-ID: <CAA=OTicabR3SyQYhVPVt3Z3xGrB5wkrQaCUgyhcshEj8U_=qog@mail.gmail.com>

Anybody from Best Practical on this thread, and able to chime in on the
availability of custom asset queries in an upcoming release of Assets for
RT?

On Sun, Apr 17, 2016 at 6:06 AM, studogg <stewart.schwartz at ars.usda.gov>
wrote:

> I am running RT 4.0.17 and want to upgrade to 4.4.
>
> We use Asset Tracker and would like to continue to do so. Asset Tracker has
> a much better GUI and allows for custom queries where Assets for RT does
> not.
>
> Will Asset Tracker work in RT 4.4 or do I have to use Assets for RT?
>
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Asset-Tracker-in-RT-4-4-tp61742.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>



-- 
Tony.Palomino at reed.edu
Director, Computer User Services
Reed College
503-788-6622
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From luke at openimp.com  Tue Apr 19 07:34:52 2016
From: luke at openimp.com (Luke Hopkins)
Date: Tue, 19 Apr 2016 12:34:52 +0100
Subject: [rt-users] RT 4.4 failing to send CC emails
In-Reply-To: <571500AF.7020609@gmail.com>
References: <5714E3C8.4090401@openimp.com> <571500AF.7020609@gmail.com>
Message-ID: <571617DC.8000404@openimp.com>

Hi here is the log from sendmail.

Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042: 
Authentication-Warning: rt_test.openimp.net: www-data set sender to 
queue at email.address using -f
Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042: 
from=queue at email.address, size=1432, class=-60, nrcpts=1, msgid=<rt-4.
4.0-14-1461064894-48.402-4-0 at support.openimp.net>, relay=www-data at localhost
Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042: u3JBLYOt000042: 
DSN: "OtherRecipients of xxxxxx Ticket #402":;... List:; syntax
illegal for recipient addresses
Apr 19 11:21:35 rt_test sendmail[43]: u3JBLYl1000043: from=<>, 
size=2706, class=0, nrcpts=1, msgid=<201604191121.u3JBLYOt000042 at rt_test
.openimp.net>, proto=ESMTP, daemon=MTA-v4, relay=localhost [127.0.0.1]
Apr 19 11:21:35 rt_test sendmail[42]: u3JBLYOt000042: 
to=queue at email.address, delay=00:00:01, xdelay=00:00:01, mailer=relay,
  pri=30000, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent 
(u3JBLYl1000043 Message accepted for delivery)
Apr 19 11:21:35 rt_test sendmail[45]: STARTTLS=client, 
relay=our.mail.server.com., field=cn_subject, status=failed to extract CN
Apr 19 11:21:35 rt_test sendmail[45]: STARTTLS=client, 
relay=our.mail.server.com., field=cn_issuer, status=failed to extract CN
Apr 19 11:21:35 rt_test sendmail[45]: STARTTLS=client, 
relay=our.mail.server.com., version=TLSv1/SSLv3, verify=FAIL, 
cipher=ECDHE-RSA-AES2
56-GCM-SHA384, bits=256/256
Apr 19 11:21:35 rt_test sendmail[45]: u3JBLYl1000043: 
to=<queue at email.address>, delay=00:00:00, xdelay=00:00:00, mailer=rela
y, pri=122706, relay=our.mail.server.com. [94.228.70.17], dsn=2.0.0, 
stat=Sent (Ok: queued as E8EEC80D2A)

It looks very much like the script is messing up and not passing an 
email address to sendmail.

Luke

On 18/04/2016 16:43, Todd Wade wrote:
> On 4/18/16 9:40 AM, Luke Hopkins wrote:
>> I'm running RT 4.4 and for some reason whenever I add a one-time cc to a
>> ticket I get the following error appearing on the ticket:
>> The RT System itself- Sending the previous mail has failed. Please
>> contact your admin, they can find more details in the logs.
>
> You'll need to see the mail server logs to get the reason the send is 
> failing. Perhaps /var/log/maillog or something like that.
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



From waveright at gmail.com  Tue Apr 19 11:28:57 2016
From: waveright at gmail.com (Todd Wade)
Date: Tue, 19 Apr 2016 11:28:57 -0400
Subject: [rt-users] RT 4.4 failing to send CC emails
In-Reply-To: <571617DC.8000404@openimp.com>
References: <5714E3C8.4090401@openimp.com> <571500AF.7020609@gmail.com>
 <571617DC.8000404@openimp.com>
Message-ID: <57164EB9.6060509@gmail.com>

On 4/19/16 7:34 AM, Luke Hopkins wrote:
> Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042: u3JBLYOt000042:
> DSN: "OtherRecipients of xxxxxx Ticket #402":;... List:; syntax
> illegal for recipient addresses

Are you setting $UseFriendlyToLine? Can you confirm its value via Admin 
 > Tools > System Configuration (/Admin/Tools/Configuration.html)?

Its documented to not work with sendmail 
(https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#UseFriendlyToLine), 
and from what I can find online this error appears to be the error you 
get from sendmail using it 
(http://www.gossamer-threads.com/lists/rt/users/96285).

Regards,



From woody at wildthingsafaris.com  Wed Apr 20 07:12:13 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Wed, 20 Apr 2016 14:12:13 +0300
Subject: [rt-users] Possible Ownergroup + session issue
Message-ID: <5717640D.1030307@wildthingsafaris.com>

HI Devs,

This unfortunately is a bit of a poor bug report as i couldn't find any 
info in any logs to send, so apologies from the start!

I changed a search from having

( Owner = 'fred' OR Owner = 'anna' )

to

( OwnerGroup = 'Bookings' OR OwnerGroup = 'Payments' )

this caused the dashboard to hang, and server fault, but with nothing in 
either apache logs or rt_log

once the broken dashboard had been visited, all other pages failed with 
serverfault until i delete cookies, and log in again, then all is ok 
until i visit either the broken search, or the dashboard.

On removing the two "OwnerGroup" lines, all is well again, though i had 
also cleared the session db table during my attempts to find the issue.

sorry again for not having much more to go on. I'm happy to try some 
more testing if you think it's worth looking into.

Woody.

-- 

-----------------------

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com



From zzzz67 at hotmail.com  Wed Apr 20 08:28:06 2016
From: zzzz67 at hotmail.com (Travis Slusher)
Date: Wed, 20 Apr 2016 12:28:06 +0000
Subject: [rt-users] LDAP Configuration
Message-ID: <CY1PR13MB0155870A097764A2A2FFDF52CE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>

Having lots of trouble getting Request Tracker (4.2) hooked up with ExternalAuth for LDAP.  I have nginx (1.8.0) working with LDAP so it successfully authenticates to the login page using Active Directory, but it is not passing the username and password to the login page, so the user ends up having to login twice.


Please take a look, this is a huge headache!


Here is my nginx config and my RT_SiteConfig:


nginx config:


# For more information on configuration, see:
#   * Official English Documentation: http://nginx.org/en/docs/
#   * Official Russian Documentation: http://nginx.org/ru/docs/

user nginx;
worker_processes auto;
error_log /var/log/nginx/error.log;
pid /run/nginx.pid;

events {
    worker_connections 1024;
}


http {
    log_format  main  '$remote_addr - $remote_user [$time_local] "$request" '
                      '$status $body_bytes_sent "$http_referer" '
                      '"$http_user_agent" "$http_x_forwarded_for"';

      auth_ldap_cache_enabled on;
      auth_ldap_cache_expiration_time 10000;
      auth_ldap_cache_size 1000;

      ldap_server acmeLDAP {

        url "ldap://ldapserver:389/OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net?sAMAccountName?sub?(objectClass=person)";
        binddn "acme\\appaccount";
        binddn_passwd "password";
        group_attribute member;
        group_attribute_is_dn on;
        satisfy any;
        require valid_user;
    }





    access_log  /var/log/nginx/access.log  main;

    sendfile            on;
    tcp_nopush          on;
    tcp_nodelay         on;
    keepalive_timeout   65;
    types_hash_max_size 2048;

    include             /etc/nginx/mime.types;
    default_type        application/octet-stream;

    # Load modular configuration files from the /etc/nginx/conf.d directory.
    # See http://nginx.org/en/docs/ngx_core_module.html#include
    # for more information.
    include /etc/nginx/conf.d/*.conf;

    server {
        listen       80 default_server;
        listen       [::]:80 default_server;
        server_name  _;
        root         /usr/share/nginx/html;

        # Load configuration files for the default server block.
        include /etc/nginx/default.d/*.conf;

        location / {
        }

 location  ^~ /phpmyadmin/ {
  alias /usr/share/phpmyadmin/;

      location ~ \.php$ {
       include fastcgi_params;
       fastcgi_param SCRIPT_FILENAME $request_filename;
       fastcgi_pass  localhost:9000;
      }
  index index.php;
 }

        error_page 404 /404.html;
            location = /40x.html {
        }

        error_page 500 502 503 504 /50x.html;
            location = /50x.html {
        }
        error_page 403 = @login;
        location @login {
          rewrite ^.* https://secure.example.com/login;
        }
    }



server {
listen 80;
auth_ldap "Please enter your ldap user";
        auth_ldap_servers acmeLDAP;

server_name rt.servername.acme.com;
        access_log  /var/log/nginx/access.log;
error_log /var/log/nginx/rt debug;

location / {

  alias /opt/rt4/share/html/;

  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_NAME        '';
  fastcgi_param  PATH_INFO          $uri;
  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_pass 127.0.0.1:8090;




}

location = /auth {
           proxy_pass http://servername/phpmyadmin/phpTest.php;
           proxy_pass_request_body off;
           proxy_set_header Host $host;
           proxy_set_header X-Real-IP $remote_addr;
           proxy_set_header X-Origin-URI $request_uri;
           proxy_set_header Content-Length '0';
       }





}



RT_SiteConfig.pm:


# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
#     Plugin( "RT::Extension::SLA" );
#     Plugin( "RT::Authen::ExternalAuth" );

# You must install Plug/ins on your own, this is only an example, 'Request Tracker Support);

Set($WebPath , "");
Set($WebBaseURL, "http://rt.servername.acme.com");
Set($RestrictReferrer, '0');

Set($DatabaseAdmin, 'root');

Set($LogoURL, 'https://bestpractical.com/images/bpslogo.png');
Set($WebDefaultStylesheet, 'rudder');

Set($LogToFile, 'error');

Set($SetOutgoingMailFrom, "RT_Tracker at acme.com");
Set($SMTPFrom, "mail-out.smtp.acme.com");
Set($ParseNewMessageForTicketCcs, 1);
Set($HomePageRefreshInterval, 120);
Set($NotifyActor,1);

Set($SendmailArguments, "-t");
Set($MailCommand, "sendmail");

# of the correct syntax to use when activating them:
#     Plugin( "RT::Extension::SLA" );
     Plugin( "RT::Authen::ExternalAuth" );
Set( @Plugins, qw(RT::Authen::ExternalAuth) );

Set($ExternalAuthPriority, ['acmeLDAP']);
Set($ExternalInfoPriority, ['acmeLDAP']);
Set($UserAutocreateDefaultsOnLogin, { Privileged => 1 } );
Set($AutoCreateNonExternalUsers, 1);
Set($ExternalSettings, {
    'acmeLDAP' => {
        type => 'ldap',
        server => 'ldapservername:389',
        'attr_match_list'  => [
            'Name',
            'EmailAddress',
        ],
        'base'             =>  'OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net',
        'filter'           =>  '(objectClass=person)',
        'user' => 'username123',
        'pass' => 'password123',
        'attr_map' => {
        'Name'         => 'sAMAccountName',
        'EmailAddress' => 'mail',
        'RealName'     => 'cn',
        'WorkPhone'    => 'telephoneNumber',
        'Address1'     => 'streetAddress',
        'City'         => 'l',
        'State'        => 'st',
        'Zip'          => 'postalCode',
        'Country'      => 'co',
        },
    },
});



Set($WebRemoteuserAuth,1);
Set($WebRemoteUserContinuous,1);
Set($WebFallbackToRTLogin, undef);
Set($WebRemoteUserGecos,1);
Set($WebRemoteUserAutocreate,1);

Set( $rtname, 'acme RT' );
Set( $CommentAddress, '' );
Set( $CorrespondAddress, '' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt_database' );
Set( $DatabasePassword, 'acme123' );
Set( $DatabasePort, '3306' );
Set( $DatabaseType, 'mysql' );
Set( $DatabaseUser, 'root' );
Set( $Organization, 'acme.com' );
Set( $OwnerEmail, 'owner at acme.com' );
Set( $SendmailPath, 'usr/lib/sendmail' );
Set( $SendmailArguments, "-t");
Set( $MailCommand, "sendmail");
Set( $WebDomain, 'rt.servername.acme.com' );
Set( $WebPort, '443' );
Set( $rtname, 'acme RT' );

Set(%CustomFieldGroupings,
       'RT::Ticket' => [
       'Basics' => ['Trigger Code']
   ]
   );
Set($CanonicalizeRedirectURLs, 0);
1;


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From alush at scentral.k12.in.us  Wed Apr 20 08:45:30 2016
From: alush at scentral.k12.in.us (Lush, Aaron)
Date: Wed, 20 Apr 2016 07:45:30 -0500
Subject: [rt-users] LDAP Configuration
In-Reply-To: <CY1PR13MB0155870A097764A2A2FFDF52CE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>
References: <CY1PR13MB0155870A097764A2A2FFDF52CE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>
Message-ID: <CAM_GURiocHM8Q4X4CA5ag4=5f0syhd1fDj7Et-9qpDEjGxpsbw@mail.gmail.com>

Set your log to "debug" and then run rt-ldapimport. Please post what your
syslog says concerning RT.

Sincerely,

Aaron Lush
Network Administrator
South Central Community School Corporation
(219) 767-2266 ext. 1111

On Wed, Apr 20, 2016 at 7:28 AM, Travis Slusher <zzzz67 at hotmail.com> wrote:

> Having lots of trouble getting Request Tracker (4.2) hooked up with
> ExternalAuth for LDAP.  I have nginx (1.8.0) working with LDAP so it
> successfully authenticates to the login page using Active Directory, but it
> is not passing the username and password to the login page, so the user
> ends up having to login twice.
>
>
> Please take a look, this is a huge headache!
>
>
> Here is my nginx config and my RT_SiteConfig:
>
>
> nginx config:
>
>
> # For more information on configuration, see:
> #   * Official English Documentation: http://nginx.org/en/docs/
> #   * Official Russian Documentation: http://nginx.org/ru/docs/
>
> user nginx;
> worker_processes auto;
> error_log /var/log/nginx/error.log;
> pid /run/nginx.pid;
>
> events {
>     worker_connections 1024;
> }
>
>
> http {
>     log_format  main  '$remote_addr - $remote_user [$time_local]
> "$request" '
>                       '$status $body_bytes_sent "$http_referer" '
>                       '"$http_user_agent" "$http_x_forwarded_for"';
>
>       auth_ldap_cache_enabled on;
>       auth_ldap_cache_expiration_time 10000;
>       auth_ldap_cache_size 1000;
>
>       ldap_server acmeLDAP {
>
>         url
> "ldap://ldapserver:389/OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net?sAMAccountName?sub?(objectClass=person)";
>         binddn "acme\\appaccount";
>         binddn_passwd "password";
>         group_attribute member;
>         group_attribute_is_dn on;
>         satisfy any;
>         require valid_user;
>     }
>
>
>
>
>
>
>     access_log  /var/log/nginx/access.log  main;
>
>     sendfile            on;
>     tcp_nopush          on;
>     tcp_nodelay         on;
>     keepalive_timeout   65;
>     types_hash_max_size 2048;
>
>     include             /etc/nginx/mime.types;
>     default_type        application/octet-stream;
>
>     # Load modular configuration files from the /etc/nginx/conf.d
> directory.
>     # See http://nginx.org/en/docs/ngx_core_module.html#include
>     # for more information.
>     include /etc/nginx/conf.d/*.conf;
>
>     server {
>         listen       80 default_server;
>         listen       [::]:80 default_server;
>         server_name  _;
>         root         /usr/share/nginx/html;
>
>         # Load configuration files for the default server block.
>         include /etc/nginx/default.d/*.conf;
>
>         location / {
>         }
>
>  location  ^~ /phpmyadmin/ {
>   alias /usr/share/phpmyadmin/;
>
>       location ~ \.php$ {
>        include fastcgi_params;
>        fastcgi_param SCRIPT_FILENAME $request_filename;
>        fastcgi_pass  localhost:9000;
>       }
>   index index.php;
>  }
>
>         error_page 404 /404.html;
>             location = /40x.html {
>         }
>
>         error_page 500 502 503 504 /50x.html;
>             location = /50x.html {
>         }
>         error_page 403 = @login;
>         location @login {
>           rewrite ^.* https://secure.example.com/login;
>         }
>     }
>
>
>
> server {
> listen 80;
> auth_ldap "Please enter your ldap user";
>         auth_ldap_servers acmeLDAP;
>
> server_name rt.servername.acme.com;
>         access_log  /var/log/nginx/access.log;
> error_log /var/log/nginx/rt debug;
>
>
> location / {
>
>   alias /opt/rt4/share/html/;
>
>   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_NAME        '';
>   fastcgi_param  PATH_INFO          $uri;
>   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_pass 127.0.0.1:8090;
>
>
>
>
> }
>
> location = /auth {
>            proxy_pass http://servername/phpmyadmin/phpTest.php;
>            proxy_pass_request_body off;
>            proxy_set_header Host $host;
>            proxy_set_header X-Real-IP $remote_addr;
>            proxy_set_header X-Origin-URI $request_uri;
>            proxy_set_header Content-Length '0';
>        }
>
>
>
>
>
>
> }
>
>
>
> RT_SiteConfig.pm:
>
>
> # Any configuration directives you include  here will override
> # RT's default configuration file, RT_Config.pm
> #
> # To include a directive here, just copy the equivalent statement
> # from RT_Config.pm and change the value. We've included a single
> # sample value below.
> #
> # This file is actually a perl module, so you can include valid
> # perl code, as well.
> #
> # The converse is also true, if this file isn't valid perl, you're
> # going to run into trouble. To check your SiteConfig file, use
> # this command:
> #
> #   perl -c /path/to/your/etc/RT_SiteConfig.pm
> #
> # You must restart your webserver after making changes to this file.
>
>
> # You must install Plugins on your own, this is only an example
> # of the correct syntax to use when activating them:
> #     Plugin( "RT::Extension::SLA" );
> #     Plugin( "RT::Authen::ExternalAuth" );
>
>
> # You must install Plug/ins on your own, this is only an example, 'Request
> Tracker Support);
>
>
> Set($WebPath , "");
> Set($WebBaseURL, "http://rt.servername.acme.com");
> Set($RestrictReferrer, '0');
>
>
> Set($DatabaseAdmin, 'root');
>
> Set($LogoURL, 'https://bestpractical.com/images/bpslogo.png');
> Set($WebDefaultStylesheet, 'rudder');
>
> Set($LogToFile, 'error');
>
> Set($SetOutgoingMailFrom, "RT_Tracker at acme.com");
> Set($SMTPFrom, "mail-out.smtp.acme.com");
> Set($ParseNewMessageForTicketCcs, 1);
> Set($HomePageRefreshInterval, 120);
> Set($NotifyActor,1);
>
> Set($SendmailArguments, "-t");
> Set($MailCommand, "sendmail");
>
> # of the correct syntax to use when activating them:
> #     Plugin( "RT::Extension::SLA" );
>      Plugin( "RT::Authen::ExternalAuth" );
> Set( @Plugins, qw(RT::Authen::ExternalAuth) );
>
> Set($ExternalAuthPriority, ['acmeLDAP']);
> Set($ExternalInfoPriority, ['acmeLDAP']);
> Set($UserAutocreateDefaultsOnLogin, { Privileged => 1 } );
> Set($AutoCreateNonExternalUsers, 1);
> Set($ExternalSettings, {
>     'acmeLDAP' => {
>         type => 'ldap',
>         server => 'ldapservername:389',
>         'attr_match_list'  => [
>             'Name',
>             'EmailAddress',
>         ],
>         'base'             =>
> 'OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net',
>         'filter'           =>  '(objectClass=person)',
>         'user' => 'username123',
>         'pass' => 'password123',
>         'attr_map' => {
>         'Name'         => 'sAMAccountName',
>         'EmailAddress' => 'mail',
>         'RealName'     => 'cn',
>         'WorkPhone'    => 'telephoneNumber',
>         'Address1'     => 'streetAddress',
>         'City'         => 'l',
>         'State'        => 'st',
>         'Zip'          => 'postalCode',
>         'Country'      => 'co',
>         },
>     },
> });
>
>
>
> Set($WebRemoteuserAuth,1);
> Set($WebRemoteUserContinuous,1);
> Set($WebFallbackToRTLogin, undef);
> Set($WebRemoteUserGecos,1);
> Set($WebRemoteUserAutocreate,1);
>
> Set( $rtname, 'acme RT' );
> Set( $CommentAddress, '' );
> Set( $CorrespondAddress, '' );
> Set( $DatabaseHost, 'localhost' );
> Set( $DatabaseName, 'rt_database' );
> Set( $DatabasePassword, 'acme123' );
> Set( $DatabasePort, '3306' );
> Set( $DatabaseType, 'mysql' );
> Set( $DatabaseUser, 'root' );
> Set( $Organization, 'acme.com' );
> Set( $OwnerEmail, 'owner at acme.com' );
> Set( $SendmailPath, 'usr/lib/sendmail' );
> Set( $SendmailArguments, "-t");
> Set( $MailCommand, "sendmail");
> Set( $WebDomain, 'rt.servername.acme.com' );
> Set( $WebPort, '443' );
> Set( $rtname, 'acme RT' );
>
> Set(%CustomFieldGroupings,
>        'RT::Ticket' => [
>        'Basics' => ['Trigger Code']
>    ]
>    );
> Set($CanonicalizeRedirectURLs, 0);
> 1;
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
>

-- 
Email Confidentiality Notice: This email message, including all 
attachments, is for the sole use of the intended recipient(s) and contains 
confidential information. If you are not the intended recipient, you may 
not use, disclose, print, copy or disseminate this information. Please 
reply and notify the sender, delete the message and any attachments and 
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From barton at bywatersolutions.com  Wed Apr 20 08:56:57 2016
From: barton at bywatersolutions.com (Barton Chittenden)
Date: Wed, 20 Apr 2016 08:56:57 -0400
Subject: [rt-users] Escaping '<' and '>' in comments/replies and canned
	responses.
Message-ID: <CAMSJbVv+rq6NaqrveiyQWQ4bBBxHKD_iyYKMrfQzT8UiooXFBA@mail.gmail.com>

I've run into several issues in RT with the use of greater than '>' and
less than '<' symbols in RT.

One issue that I run into with some regularity is pasting the default mysql
prompt into a ticket. For example, if I paste the following into a reply:

mysql> select CURRENT_DATE;
+--------------+
| CURRENT_DATE |
+--------------+
| 2016-04-20   |
+--------------+
1 row in set (0.00 sec)

The first line is hidden, as if it were text quoted from a previous comment
or reply.

By and large, I simply try to avoid using un-paired '<' and '>' characters
in replies, but I just ran into the following issue in a canned response:

The following text in the canned response editor:

<item>"<<biblio.title>>" by <<biblio.author>>, <<issues.date_due>>,
Barcode: <<items.barcode>> </item>

Renders as

"<>" by <>, <>, Barcode: <>

When I view it in Display.

I tried using '\<' and '\>' to escape the greater than and less than
symbols; that didn't work... using html entities did work,, but ... meh.

Are there any rules for escaping '<' and '>', and, more generally, is there
any documentation about how RT renders comments/replies and articles?

Thanks,

--Barton
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From Stefan.Krueger at i-med.ac.at  Wed Apr 20 08:58:47 2016
From: Stefan.Krueger at i-med.ac.at (Krueger Stefan)
Date: Wed, 20 Apr 2016 12:58:47 +0000
Subject: [rt-users] Custom Field Grouping for Assets
Message-ID: <D68DA0C0D110D54D96099A1568A44C4642732112@EXCHANGE2.i-med.intern>

Hello,

we are evaluating RT 4.4 and would like to use the new asset tracking.

My question is: Is it possible to have a custom grouping setting for each catalog or is the example in the tutorial valid for every catalog?

Set(%CustomFieldGroupings,
        'RT::Asset' => {
            'Asset Details' => ['Serial Number', 'Manufacturer', 'Type', 'Tracking Number'],
            'Dates'         => ['Support Expiration', 'Issue Date'],
        },
    );

Thanks for the feedback
Stefan
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From zzzz67 at hotmail.com  Wed Apr 20 11:18:42 2016
From: zzzz67 at hotmail.com (t s)
Date: Wed, 20 Apr 2016 15:18:42 +0000
Subject: [rt-users] LDAP Configuration
In-Reply-To: <CAM_GURiocHM8Q4X4CA5ag4=5f0syhd1fDj7Et-9qpDEjGxpsbw@mail.gmail.com>
References: <CY1PR13MB0155870A097764A2A2FFDF52CE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>,
 <CAM_GURiocHM8Q4X4CA5ag4=5f0syhd1fDj7Et-9qpDEjGxpsbw@mail.gmail.com>
Message-ID: <CY1PR13MB015529795171261C4EB4130ACE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>


Debug mode was successful.  What's my next step?



________________________________
From: Lush, Aaron <alush at scentral.k12.in.us>
Sent: Wednesday, April 20, 2016 8:45 AM
To: Travis Slusher
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] LDAP Configuration

Set your log to "debug" and then run rt-ldapimport. Please post what your syslog says concerning RT.

Sincerely,

Aaron Lush
Network Administrator
South Central Community School Corporation
(219) 767-2266 ext. 1111

On Wed, Apr 20, 2016 at 7:28 AM, Travis Slusher <zzzz67 at hotmail.com<mailto:zzzz67 at hotmail.com>> wrote:

Having lots of trouble getting Request Tracker (4.2) hooked up with ExternalAuth for LDAP.  I have nginx (1.8.0) working with LDAP so it successfully authenticates to the login page using Active Directory, but it is not passing the username and password to the login page, so the user ends up having to login twice.


Please take a look, this is a huge headache!


Here is my nginx config and my RT_SiteConfig:


nginx config:


# For more information on configuration, see:
#   * Official English Documentation: http://nginx.org/en/docs/
#   * Official Russian Documentation: http://nginx.org/ru/docs/

user nginx;
worker_processes auto;
error_log /var/log/nginx/error.log;
pid /run/nginx.pid;

events {
    worker_connections 1024;
}


http {
    log_format  main  '$remote_addr - $remote_user [$time_local] "$request" '
                      '$status $body_bytes_sent "$http_referer" '
                      '"$http_user_agent" "$http_x_forwarded_for"';

      auth_ldap_cache_enabled on;
      auth_ldap_cache_expiration_time 10000;
      auth_ldap_cache_size 1000;

      ldap_server acmeLDAP {

        url "ldap://ldapserver:389/OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net?sAMAccountName?sub?(objectClass=person)";
        binddn "acme\\appaccount";
        binddn_passwd "password";
        group_attribute member;
        group_attribute_is_dn on;
        satisfy any;
        require valid_user;
    }





    access_log  /var/log/nginx/access.log  main;

    sendfile            on;
    tcp_nopush          on;
    tcp_nodelay         on;
    keepalive_timeout   65;
    types_hash_max_size 2048;

    include             /etc/nginx/mime.types;
    default_type        application/octet-stream;

    # Load modular configuration files from the /etc/nginx/conf.d directory.
    # See http://nginx.org/en/docs/ngx_core_module.html#include
    # for more information.
    include /etc/nginx/conf.d/*.conf;

    server {
        listen       80 default_server;
        listen       [::]:80 default_server;
        server_name  _;
        root         /usr/share/nginx/html;

        # Load configuration files for the default server block.
        include /etc/nginx/default.d/*.conf;

        location / {
        }

 location  ^~ /phpmyadmin/ {
  alias /usr/share/phpmyadmin/;

      location ~ \.php$ {
       include fastcgi_params;
       fastcgi_param SCRIPT_FILENAME $request_filename;
       fastcgi_pass  localhost:9000;
      }
  index index.php;
 }

        error_page 404 /404.html;
            location = /40x.html {
        }

        error_page 500 502 503 504 /50x.html;
            location = /50x.html {
        }
        error_page 403 = @login;
        location @login {
          rewrite ^.* https://secure.example.com/login;
        }
    }



server {
listen 80;
auth_ldap "Please enter your ldap user";
        auth_ldap_servers acmeLDAP;

server_name rt.servername.acme.com<http://rt.servername.acme.com>;
        access_log  /var/log/nginx/access.log;
error_log /var/log/nginx/rt debug;

location / {

  alias /opt/rt4/share/html/;

  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_NAME        '';
  fastcgi_param  PATH_INFO          $uri;
  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_pass 127.0.0.1:8090<http://127.0.0.1:8090>;




}

location = /auth {
           proxy_pass http://servername/phpmyadmin/phpTest.php;
           proxy_pass_request_body off;
           proxy_set_header Host $host;
           proxy_set_header X-Real-IP $remote_addr;
           proxy_set_header X-Origin-URI $request_uri;
           proxy_set_header Content-Length '0';
       }





}



RT_SiteConfig.pm:


# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
#     Plugin( "RT::Extension::SLA" );
#     Plugin( "RT::Authen::ExternalAuth" );

# You must install Plug/ins on your own, this is only an example, 'Request Tracker Support);

Set($WebPath , "");
Set($WebBaseURL, "http://rt.servername.acme.com");
Set($RestrictReferrer, '0');

Set($DatabaseAdmin, 'root');

Set($LogoURL, 'https://bestpractical.com/images/bpslogo.png');
Set($WebDefaultStylesheet, 'rudder');

Set($LogToFile, 'error');

Set($SetOutgoingMailFrom, "RT_Tracker at acme.com<mailto:RT_Tracker at acme.com>");
Set($SMTPFrom, "mail-out.smtp.acme.com<http://mail-out.smtp.acme.com>");
Set($ParseNewMessageForTicketCcs, 1);
Set($HomePageRefreshInterval, 120);
Set($NotifyActor,1);

Set($SendmailArguments, "-t");
Set($MailCommand, "sendmail");

# of the correct syntax to use when activating them:
#     Plugin( "RT::Extension::SLA" );
     Plugin( "RT::Authen::ExternalAuth" );
Set( @Plugins, qw(RT::Authen::ExternalAuth) );

Set($ExternalAuthPriority, ['acmeLDAP']);
Set($ExternalInfoPriority, ['acmeLDAP']);
Set($UserAutocreateDefaultsOnLogin, { Privileged => 1 } );
Set($AutoCreateNonExternalUsers, 1);
Set($ExternalSettings, {
    'acmeLDAP' => {
        type => 'ldap',
        server => 'ldapservername:389',
        'attr_match_list'  => [
            'Name',
            'EmailAddress',
        ],
        'base'             =>  'OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net',
        'filter'           =>  '(objectClass=person)',
        'user' => 'username123',
        'pass' => 'password123',
        'attr_map' => {
        'Name'         => 'sAMAccountName',
        'EmailAddress' => 'mail',
        'RealName'     => 'cn',
        'WorkPhone'    => 'telephoneNumber',
        'Address1'     => 'streetAddress',
        'City'         => 'l',
        'State'        => 'st',
        'Zip'          => 'postalCode',
        'Country'      => 'co',
        },
    },
});



Set($WebRemoteuserAuth,1);
Set($WebRemoteUserContinuous,1);
Set($WebFallbackToRTLogin, undef);
Set($WebRemoteUserGecos,1);
Set($WebRemoteUserAutocreate,1);

Set( $rtname, 'acme RT' );
Set( $CommentAddress, '' );
Set( $CorrespondAddress, '' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt_database' );
Set( $DatabasePassword, 'acme123' );
Set( $DatabasePort, '3306' );
Set( $DatabaseType, 'mysql' );
Set( $DatabaseUser, 'root' );
Set( $Organization, 'acme.com<http://acme.com>' );
Set( $OwnerEmail, 'owner at acme.com<mailto:owner at acme.com>' );
Set( $SendmailPath, 'usr/lib/sendmail' );
Set( $SendmailArguments, "-t");
Set( $MailCommand, "sendmail");
Set( $WebDomain, 'rt.servername.acme.com<http://rt.servername.acme.com>' );
Set( $WebPort, '443' );
Set( $rtname, 'acme RT' );

Set(%CustomFieldGroupings,
       'RT::Ticket' => [
       'Basics' => ['Trigger Code']
   ]
   );
Set($CanonicalizeRedirectURLs, 0);
1;



---------
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016



Email Confidentiality Notice: This email message, including all attachments, is for the sole use of the intended recipient(s) and contains confidential information. If you are not the intended recipient, you may not use, disclose, print, copy or disseminate this information. Please reply and notify the sender, delete the message and any attachments and destroy all copies.
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From alush at scentral.k12.in.us  Wed Apr 20 11:29:54 2016
From: alush at scentral.k12.in.us (Lush, Aaron)
Date: Wed, 20 Apr 2016 10:29:54 -0500
Subject: [rt-users] LDAP Configuration
In-Reply-To: <CY1PR13MB015529795171261C4EB4130ACE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>
References: <CY1PR13MB0155870A097764A2A2FFDF52CE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>
 <CAM_GURiocHM8Q4X4CA5ag4=5f0syhd1fDj7Et-9qpDEjGxpsbw@mail.gmail.com>
 <CY1PR13MB015529795171261C4EB4130ACE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>
Message-ID: <CAM_GURjwSRvdfRpGo_AAqOhKaJDra+GcpZvZNK8TeHuOsjqsDQ@mail.gmail.com>

Please post all of the recent RT entries in your SYSLOG, after running
rt-ldapimport. This should provide some insight into where your
ExternalAuth is failing.

Sincerely,

Aaron Lush
Network Administrator
South Central Community School Corporation
(219) 767-2266 ext. 1111

On Wed, Apr 20, 2016 at 10:18 AM, t s <zzzz67 at hotmail.com> wrote:

>
> Debug mode was successful.  What's my next step?
>
>
>
> ------------------------------
> *From:* Lush, Aaron <alush at scentral.k12.in.us>
> *Sent:* Wednesday, April 20, 2016 8:45 AM
> *To:* Travis Slusher
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] LDAP Configuration
>
> Set your log to "debug" and then run rt-ldapimport. Please post what your
> syslog says concerning RT.
>
> Sincerely,
>
> Aaron Lush
> Network Administrator
> South Central Community School Corporation
> (219) 767-2266 ext. 1111
>
> On Wed, Apr 20, 2016 at 7:28 AM, Travis Slusher <zzzz67 at hotmail.com>
> wrote:
>
>> Having lots of trouble getting Request Tracker (4.2) hooked up with
>> ExternalAuth for LDAP.  I have nginx (1.8.0) working with LDAP so it
>> successfully authenticates to the login page using Active Directory, but it
>> is not passing the username and password to the login page, so the user
>> ends up having to login twice.
>>
>>
>> Please take a look, this is a huge headache!
>>
>>
>> Here is my nginx config and my RT_SiteConfig:
>>
>>
>> nginx config:
>>
>>
>> # For more information on configuration, see:
>> #   * Official English Documentation: http://nginx.org/en/docs/
>> #   * Official Russian Documentation: http://nginx.org/ru/docs/
>>
>> user nginx;
>> worker_processes auto;
>> error_log /var/log/nginx/error.log;
>> pid /run/nginx.pid;
>>
>> events {
>>     worker_connections 1024;
>> }
>>
>>
>> http {
>>     log_format  main  '$remote_addr - $remote_user [$time_local]
>> "$request" '
>>                       '$status $body_bytes_sent "$http_referer" '
>>                       '"$http_user_agent" "$http_x_forwarded_for"';
>>
>>       auth_ldap_cache_enabled on;
>>       auth_ldap_cache_expiration_time 10000;
>>       auth_ldap_cache_size 1000;
>>
>>       ldap_server acmeLDAP {
>>
>>         url
>> "ldap://ldapserver:389/OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net?sAMAccountName?sub?(objectClass=person)";
>>         binddn "acme\\appaccount";
>>         binddn_passwd "password";
>>         group_attribute member;
>>         group_attribute_is_dn on;
>>         satisfy any;
>>         require valid_user;
>>     }
>>
>>
>>
>>
>>
>>
>>     access_log  /var/log/nginx/access.log  main;
>>
>>     sendfile            on;
>>     tcp_nopush          on;
>>     tcp_nodelay         on;
>>     keepalive_timeout   65;
>>     types_hash_max_size 2048;
>>
>>     include             /etc/nginx/mime.types;
>>     default_type        application/octet-stream;
>>
>>     # Load modular configuration files from the /etc/nginx/conf.d
>> directory.
>>     # See http://nginx.org/en/docs/ngx_core_module.html#include
>>     # for more information.
>>     include /etc/nginx/conf.d/*.conf;
>>
>>     server {
>>         listen       80 default_server;
>>         listen       [::]:80 default_server;
>>         server_name  _;
>>         root         /usr/share/nginx/html;
>>
>>         # Load configuration files for the default server block.
>>         include /etc/nginx/default.d/*.conf;
>>
>>         location / {
>>         }
>>
>>  location  ^~ /phpmyadmin/ {
>>   alias /usr/share/phpmyadmin/;
>>
>>       location ~ \.php$ {
>>        include fastcgi_params;
>>        fastcgi_param SCRIPT_FILENAME $request_filename;
>>        fastcgi_pass  localhost:9000;
>>       }
>>   index index.php;
>>  }
>>
>>         error_page 404 /404.html;
>>             location = /40x.html {
>>         }
>>
>>         error_page 500 502 503 504 /50x.html;
>>             location = /50x.html {
>>         }
>>         error_page 403 = @login;
>>         location @login {
>>           rewrite ^.* https://secure.example.com/login;
>>         }
>>     }
>>
>>
>>
>> server {
>> listen 80;
>> auth_ldap "Please enter your ldap user";
>>         auth_ldap_servers acmeLDAP;
>>
>> server_name rt.servername.acme.com;
>>         access_log  /var/log/nginx/access.log;
>> error_log /var/log/nginx/rt debug;
>>
>>
>> location / {
>>
>>   alias /opt/rt4/share/html/;
>>
>>   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_NAME        '';
>>   fastcgi_param  PATH_INFO          $uri;
>>   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_pass 127.0.0.1:8090;
>>
>>
>>
>>
>> }
>>
>> location = /auth {
>>            proxy_pass http://servername/phpmyadmin/phpTest.php;
>>            proxy_pass_request_body off;
>>            proxy_set_header Host $host;
>>            proxy_set_header X-Real-IP $remote_addr;
>>            proxy_set_header X-Origin-URI $request_uri;
>>            proxy_set_header Content-Length '0';
>>        }
>>
>>
>>
>>
>>
>>
>> }
>>
>>
>>
>> RT_SiteConfig.pm:
>>
>>
>> # Any configuration directives you include  here will override
>> # RT's default configuration file, RT_Config.pm
>> #
>> # To include a directive here, just copy the equivalent statement
>> # from RT_Config.pm and change the value. We've included a single
>> # sample value below.
>> #
>> # This file is actually a perl module, so you can include valid
>> # perl code, as well.
>> #
>> # The converse is also true, if this file isn't valid perl, you're
>> # going to run into trouble. To check your SiteConfig file, use
>> # this command:
>> #
>> #   perl -c /path/to/your/etc/RT_SiteConfig.pm
>> #
>> # You must restart your webserver after making changes to this file.
>>
>>
>> # You must install Plugins on your own, this is only an example
>> # of the correct syntax to use when activating them:
>> #     Plugin( "RT::Extension::SLA" );
>> #     Plugin( "RT::Authen::ExternalAuth" );
>>
>>
>> # You must install Plug/ins on your own, this is only an example,
>> 'Request Tracker Support);
>>
>>
>> Set($WebPath , "");
>> Set($WebBaseURL, "http://rt.servername.acme.com");
>> Set($RestrictReferrer, '0');
>>
>>
>> Set($DatabaseAdmin, 'root');
>>
>> Set($LogoURL, 'https://bestpractical.com/images/bpslogo.png');
>> Set($WebDefaultStylesheet, 'rudder');
>>
>> Set($LogToFile, 'error');
>>
>> Set($SetOutgoingMailFrom, "RT_Tracker at acme.com");
>> Set($SMTPFrom, "mail-out.smtp.acme.com");
>> Set($ParseNewMessageForTicketCcs, 1);
>> Set($HomePageRefreshInterval, 120);
>> Set($NotifyActor,1);
>>
>> Set($SendmailArguments, "-t");
>> Set($MailCommand, "sendmail");
>>
>> # of the correct syntax to use when activating them:
>> #     Plugin( "RT::Extension::SLA" );
>>      Plugin( "RT::Authen::ExternalAuth" );
>> Set( @Plugins, qw(RT::Authen::ExternalAuth) );
>>
>> Set($ExternalAuthPriority, ['acmeLDAP']);
>> Set($ExternalInfoPriority, ['acmeLDAP']);
>> Set($UserAutocreateDefaultsOnLogin, { Privileged => 1 } );
>> Set($AutoCreateNonExternalUsers, 1);
>> Set($ExternalSettings, {
>>     'acmeLDAP' => {
>>         type => 'ldap',
>>         server => 'ldapservername:389',
>>         'attr_match_list'  => [
>>             'Name',
>>             'EmailAddress',
>>         ],
>>         'base'             =>
>> 'OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net',
>>         'filter'           =>  '(objectClass=person)',
>>         'user' => 'username123',
>>         'pass' => 'password123',
>>         'attr_map' => {
>>         'Name'         => 'sAMAccountName',
>>         'EmailAddress' => 'mail',
>>         'RealName'     => 'cn',
>>         'WorkPhone'    => 'telephoneNumber',
>>         'Address1'     => 'streetAddress',
>>         'City'         => 'l',
>>         'State'        => 'st',
>>         'Zip'          => 'postalCode',
>>         'Country'      => 'co',
>>         },
>>     },
>> });
>>
>>
>>
>> Set($WebRemoteuserAuth,1);
>> Set($WebRemoteUserContinuous,1);
>> Set($WebFallbackToRTLogin, undef);
>> Set($WebRemoteUserGecos,1);
>> Set($WebRemoteUserAutocreate,1);
>>
>> Set( $rtname, 'acme RT' );
>> Set( $CommentAddress, '' );
>> Set( $CorrespondAddress, '' );
>> Set( $DatabaseHost, 'localhost' );
>> Set( $DatabaseName, 'rt_database' );
>> Set( $DatabasePassword, 'acme123' );
>> Set( $DatabasePort, '3306' );
>> Set( $DatabaseType, 'mysql' );
>> Set( $DatabaseUser, 'root' );
>> Set( $Organization, 'acme.com' );
>> Set( $OwnerEmail, 'owner at acme.com' );
>> Set( $SendmailPath, 'usr/lib/sendmail' );
>> Set( $SendmailArguments, "-t");
>> Set( $MailCommand, "sendmail");
>> Set( $WebDomain, 'rt.servername.acme.com' );
>> Set( $WebPort, '443' );
>> Set( $rtname, 'acme RT' );
>>
>> Set(%CustomFieldGroupings,
>>        'RT::Ticket' => [
>>        'Basics' => ['Trigger Code']
>>    ]
>>    );
>> Set($CanonicalizeRedirectURLs, 0);
>> 1;
>>
>>
>>
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>>
>
> Email Confidentiality Notice: This email message, including all
> attachments, is for the sole use of the intended recipient(s) and contains
> confidential information. If you are not the intended recipient, you may
> not use, disclose, print, copy or disseminate this information. Please
> reply and notify the sender, delete the message and any attachments and
> destroy all copies.
>

-- 
Email Confidentiality Notice: This email message, including all 
attachments, is for the sole use of the intended recipient(s) and contains 
confidential information. If you are not the intended recipient, you may 
not use, disclose, print, copy or disseminate this information. Please 
reply and notify the sender, delete the message and any attachments and 
destroy all copies. 
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From zzzz67 at hotmail.com  Wed Apr 20 12:05:58 2016
From: zzzz67 at hotmail.com (t s)
Date: Wed, 20 Apr 2016 16:05:58 +0000
Subject: [rt-users] LDAP Configuration
In-Reply-To: <CAM_GURjwSRvdfRpGo_AAqOhKaJDra+GcpZvZNK8TeHuOsjqsDQ@mail.gmail.com>
References: <CY1PR13MB0155870A097764A2A2FFDF52CE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>
 <CAM_GURiocHM8Q4X4CA5ag4=5f0syhd1fDj7Et-9qpDEjGxpsbw@mail.gmail.com>
 <CY1PR13MB015529795171261C4EB4130ACE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>,
 <CAM_GURjwSRvdfRpGo_AAqOhKaJDra+GcpZvZNK8TeHuOsjqsDQ@mail.gmail.com>
Message-ID: <CY1PR13MB0155EE7F37CA2A2385B004CBCE6D0@CY1PR13MB0155.namprd13.prod.outlook.com>

Thanks for your help.  I changed my ExternalAuth SiteConfig settings to match the LDAPImport settings, and that worked!


Now I'm logging the regular RT login page using my Windows Login.  Is there any way to read the login in from IE (or nginx) and bypass the login screen, or is that an IIS feature?


________________________________
From: Lush, Aaron <alush at scentral.k12.in.us>
Sent: Wednesday, April 20, 2016 11:29 AM
To: t s
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] LDAP Configuration

Please post all of the recent RT entries in your SYSLOG, after running rt-ldapimport. This should provide some insight into where your ExternalAuth is failing.

Sincerely,

Aaron Lush
Network Administrator
South Central Community School Corporation
(219) 767-2266 ext. 1111

On Wed, Apr 20, 2016 at 10:18 AM, t s <zzzz67 at hotmail.com<mailto:zzzz67 at hotmail.com>> wrote:


Debug mode was successful.  What's my next step?



________________________________
From: Lush, Aaron <alush at scentral.k12.in.us<mailto:alush at scentral.k12.in.us>>
Sent: Wednesday, April 20, 2016 8:45 AM
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] LDAP Configuration

Set your log to "debug" and then run rt-ldapimport. Please post what your syslog says concerning RT.

Sincerely,

Aaron Lush
Network Administrator
South Central Community School Corporation
(219) 767-2266 ext. 1111

On Wed, Apr 20, 2016 at 7:28 AM, <zzzz67 at hotmail.com<mailto:zzzz67 at hotmail.com>> wrote:

Having lots of trouble getting Request Tracker (4.2) hooked up with ExternalAuth for LDAP.  I have nginx (1.8.0) working with LDAP so it successfully authenticates to the login page using Active Directory, but it is not passing the username and password to the login page, so the user ends up having to login twice.


Please take a look, this is a huge headache!


Here is my nginx config and my RT_SiteConfig:


nginx config:


# For more information on configuration, see:
#   * Official English Documentation: http://nginx.org/en/docs/
#   * Official Russian Documentation: http://nginx.org/ru/docs/

user nginx;
worker_processes auto;
error_log /var/log/nginx/error.log;
pid /run/nginx.pid;

events {
    worker_connections 1024;
}


http {
    log_format  main  '$remote_addr - $remote_user [$time_local] "$request" '
                      '$status $body_bytes_sent "$http_referer" '
                      '"$http_user_agent" "$http_x_forwarded_for"';

      auth_ldap_cache_enabled on;
      auth_ldap_cache_expiration_time 10000;
      auth_ldap_cache_size 1000;

      ldap_server acmeLDAP {

        url "ldap://ldapserver:389/OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net?sAMAccountName?sub?(objectClass=person)";
        binddn "acme\\appaccount";
        binddn_passwd "password";
        group_attribute member;
        group_attribute_is_dn on;
        satisfy any;
        require valid_user;
    }





    access_log  /var/log/nginx/access.log  main;

    sendfile            on;
    tcp_nopush          on;
    tcp_nodelay         on;
    keepalive_timeout   65;
    types_hash_max_size 2048;

    include             /etc/nginx/mime.types;
    default_type        application/octet-stream;

    # Load modular configuration files from the /etc/nginx/conf.d directory.
    # See http://nginx.org/en/docs/ngx_core_module.html#include
    # for more information.
    include /etc/nginx/conf.d/*.conf;

    server {
        listen       80 default_server;
        listen       [::]:80 default_server;
        server_name  _;
        root         /usr/share/nginx/html;

        # Load configuration files for the default server block.
        include /etc/nginx/default.d/*.conf;

        location / {
        }

 location  ^~ /phpmyadmin/ {
  alias /usr/share/phpmyadmin/;

      location ~ \.php$ {
       include fastcgi_params;
       fastcgi_param SCRIPT_FILENAME $request_filename;
       fastcgi_pass  localhost:9000;
      }
  index index.php;
 }

        error_page 404 /404.html;
            location = /40x.html {
        }

        error_page 500 502 503 504 /50x.html;
            location = /50x.html {
        }
        error_page 403 = @login;
        location @login {
          rewrite ^.* https://secure.example.com/login;
        }
    }



server {
listen 80;
auth_ldap "Please enter your ldap user";
        auth_ldap_servers acmeLDAP;

server_name rt.servername.acme.com<http://rt.servername.acme.com>;
        access_log  /var/log/nginx/access.log;
error_log /var/log/nginx/rt debug;

location / {

  alias /opt/rt4/share/html/;

  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_NAME        '';
  fastcgi_param  PATH_INFO          $uri;
  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_pass 127.0.0.1:8090<http://127.0.0.1:8090>;




}

location = /auth {
           proxy_pass http://servername/phpmyadmin/phpTest.php;
           proxy_pass_request_body off;
           proxy_set_header Host $host;
           proxy_set_header X-Real-IP $remote_addr;
           proxy_set_header X-Origin-URI $request_uri;
           proxy_set_header Content-Length '0';
       }





}



RT_SiteConfig.pm:


# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
#     Plugin( "RT::Extension::SLA" );
#     Plugin( "RT::Authen::ExternalAuth" );

# You must install Plug/ins on your own, this is only an example, 'Request Tracker Support);

Set($WebPath , "");
Set($WebBaseURL, "http://rt.servername.acme.com");
Set($RestrictReferrer, '0');

Set($DatabaseAdmin, 'root');

Set($LogoURL, 'https://bestpractical.com/images/bpslogo.png');
Set($WebDefaultStylesheet, 'rudder');

Set($LogToFile, 'error');

Set($SetOutgoingMailFrom, "RT_Tracker at acme.com<mailto:RT_Tracker at acme.com>");
Set($SMTPFrom, "mail-out.smtp.acme.com<http://mail-out.smtp.acme.com>");
Set($ParseNewMessageForTicketCcs, 1);
Set($HomePageRefreshInterval, 120);
Set($NotifyActor,1);

Set($SendmailArguments, "-t");
Set($MailCommand, "sendmail");

# of the correct syntax to use when activating them:
#     Plugin( "RT::Extension::SLA" );
     Plugin( "RT::Authen::ExternalAuth" );
Set( @Plugins, qw(RT::Authen::ExternalAuth) );

Set($ExternalAuthPriority, ['acmeLDAP']);
Set($ExternalInfoPriority, ['acmeLDAP']);
Set($UserAutocreateDefaultsOnLogin, { Privileged => 1 } );
Set($AutoCreateNonExternalUsers, 1);
Set($ExternalSettings, {
    'acmeLDAP' => {
        type => 'ldap',
        server => 'ldapservername:389',
        'attr_match_list'  => [
            'Name',
            'EmailAddress',
        ],
        'base'             =>  'OU=Corp,OU=Users,OU=acme,DC=corp,DC=acme,DC=net',
        'filter'           =>  '(objectClass=person)',
        'user' => 'username123',
        'pass' => 'password123',
        'attr_map' => {
        'Name'         => 'sAMAccountName',
        'EmailAddress' => 'mail',
        'RealName'     => 'cn',
        'WorkPhone'    => 'telephoneNumber',
        'Address1'     => 'streetAddress',
        'City'         => 'l',
        'State'        => 'st',
        'Zip'          => 'postalCode',
        'Country'      => 'co',
        },
    },
});



Set($WebRemoteuserAuth,1);
Set($WebRemoteUserContinuous,1);
Set($WebFallbackToRTLogin, undef);
Set($WebRemoteUserGecos,1);
Set($WebRemoteUserAutocreate,1);

Set( $rtname, 'acme RT' );
Set( $CommentAddress, '' );
Set( $CorrespondAddress, '' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt_database' );
Set( $DatabasePassword, 'acme123' );
Set( $DatabasePort, '3306' );
Set( $DatabaseType, 'mysql' );
Set( $DatabaseUser, 'root' );
Set( $Organization, 'acme.com<http://acme.com>' );
Set( $OwnerEmail, 'owner at acme.com<mailto:owner at acme.com>' );
Set( $SendmailPath, 'usr/lib/sendmail' );
Set( $SendmailArguments, "-t");
Set( $MailCommand, "sendmail");
Set( $WebDomain, 'rt.servername.acme.com<http://rt.servername.acme.com>' );
Set( $WebPort, '443' );
Set( $rtname, 'acme RT' );

Set(%CustomFieldGroupings,
       'RT::Ticket' => [
       'Basics' => ['Trigger Code']
   ]
   );
Set($CanonicalizeRedirectURLs, 0);
1;



---------
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016



Email Confidentiality Notice: This email message, including all attachments, is for the sole use of the intended recipient(s) and contains confidential information. If you are not the intended recipient, you may not use, disclose, print, copy or disseminate this information. Please reply and notify the sender, delete the message and any attachments and destroy all copies.


Email Confidentiality Notice: This email message, including all attachments, is for the sole use of the intended recipient(s) and contains confidential information. If you are not the intended recipient, you may not use, disclose, print, copy or disseminate this information. Please reply and notify the sender, delete the message and any attachments and destroy all copies.
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From luke at openimp.com  Thu Apr 21 05:57:57 2016
From: luke at openimp.com (Luke Hopkins)
Date: Thu, 21 Apr 2016 10:57:57 +0100
Subject: [rt-users] RT 4.4 failing to send CC emails
In-Reply-To: <57164EB9.6060509@gmail.com>
References: <5714E3C8.4090401@openimp.com> <571500AF.7020609@gmail.com>
 <571617DC.8000404@openimp.com> <57164EB9.6060509@gmail.com>
Message-ID: <5718A425.50602@openimp.com>

Yes that was the problem.  Removed the lines from my config and it all 
works now.

Thanks

On 19/04/2016 16:28, Todd Wade wrote:
> On 4/19/16 7:34 AM, Luke Hopkins wrote:
>> Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042: u3JBLYOt000042:
>> DSN: "OtherRecipients of xxxxxx Ticket #402":;... List:; syntax
>> illegal for recipient addresses
>
> Are you setting $UseFriendlyToLine? Can you confirm its value via 
> Admin > Tools > System Configuration (/Admin/Tools/Configuration.html)?
>
> Its documented to not work with sendmail 
> (https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#UseFriendlyToLine), 
> and from what I can find online this error appears to be the error you 
> get from sendmail using it 
> (http://www.gossamer-threads.com/lists/rt/users/96285).
>
> Regards,
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



From y.goudetsidis at mail.cryst.bbk.ac.uk  Thu Apr 21 06:28:44 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Thu, 21 Apr 2016 11:28:44 +0100
Subject: [rt-users] Centos 7 - Forbidden,
 You don't have permission to access /rt4 on this server
Message-ID: <5718AB5C.8080703@mail.cryst.bbk.ac.uk>

Hello

I'm struggling a lot to understand how to configure Apache for RT.
I have gone through the documentation in the "Web deployment" section 
but I don't understand
what am I supposed to do. Under the apache section it talks about 
"mod_fastcgi" and "mod_fcgid".

Do I have these modules? What I add to "httpd.conf" depends on which one 
of these modules I have or use?
I also borrowed the RT essentials book from our library but the book is 
a bit out-of date and talks about RT3. There are a number of how-to's 
online available but all a bit different to each other. I presume that 
is because they are written by people who know what they are doing so 
they config things they way, they believe is right.

Whenever I try to view RT I get this error: Forbidden, You don't have 
permission to access /rt4 on this server. In a desperate attempt to 
solve this permissions issue I did: "chown apache:apache -R /opt/rt4" 
but with no luck.

I'm stuck at the moment because I don't know how to use Apache, so I am 
asking for your help, please.
Below are my current configurations. When you can, please let me know 
what I should do/correct.

--------------------------------------
Apache/2.4.6 (CentOS 7)
---------------------------------------

RT_SiteConfig.pm looks like this:

Set( $rtname, 'AD');
Set( $Organization, 'www.jimmy.ad.biosci.ac.uk');
Set( $Timezone, 'GB');
#
Set( $WebDomain, 'jimmy.ad.biosci.ac.uk');
Set( $WebBaseURL, 'http://jimmy.ad.biosci.ac.uk');
Set( $WebPath, '/rt4');
Set( $WebPort, 443);
#
Set( $CorrespondAddress, 'bio at mail.biosci.ac.uk');
Set( $CommentAddress, 'comment at mail.biosci.ac.uk');
Set( $SendMailPath, '/usr/lib/sendmail');
#
Set( $DatabaseType, 'mysql');
Set( $DatabaseUser, 'rtuser');
Set( $DatabasePassword, 'mypassword');
Set( $DatabaseName, 'rt4db');
#
Set( $LogtoSyslog, '');
Set ($LogToFile, 'debug');
------------------------------------------------------------------------

HTTPD.CONF:

   <VirtualHost *:443>
      ServerName jimmy.ad.biosci.ac.uk:443
      Redirect / https://jimmy.ad.biosci.ac.uk/rt4
     </VirtualHost>
-------------------------------------------------------------

SSL.CONF:

#</VirtualHost>


     # Request Tracker
     # ServerName rt.corp.example.com:443
       ServerName jimmy.ad.biosci.ac.uk:443

       AddDefaultCharset UTF-8
       DocumentRoot /opt/rt4/share/html
       Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
       ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
       <Location />
       Order allow,deny
       Allow from all
       </Location>
       <Directory "/opt/rt4/sbin">
       SSLOptions +StdEnvVars
       </Directory>
       </VirtualHost>
------------------------------------------------



















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From nbojkic at kbsplit.hr  Thu Apr 21 05:34:13 2016
From: nbojkic at kbsplit.hr (nikola84)
Date: Thu, 21 Apr 2016 02:34:13 -0700 (MST)
Subject: [rt-users] Can't save created chart in My saved searches
Message-ID: <1461231253371-61763.post@n7.nabble.com>


Problem is with Privacy field in Saved Charts frame I can't save created
chart in My saved searches , only in group searches where user is member of,
the same problem is when trying to save created query in My Saved searches,
although I discovered a bypass to problem in Query builder section which is
I first save my query in Group search which I'm member of then when I have
selected it from there I can save in my saved saerches.
 But this only works for Query Biulder section not for Charts.

When trying to save chart to my saved searches I get message 
ARRAY(0x7f148617e580)

My user has this options turned on:
 Let this user access RT
 Let this user be granted rights (Privileged)

I have all rights to modify/delete saved searches
RT version is 4.0.7

thanks,

Nikola




--
View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-save-created-chart-in-My-saved-searches-tp61763.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From martin.wheldon at greenhills-it.co.uk  Thu Apr 21 06:54:58 2016
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Thu, 21 Apr 2016 10:54:58 +0000
Subject: [rt-users] Centos 7 - Forbidden,
 You don't have permission to access /rt4 on this server
In-Reply-To: <5718AB5C.8080703@mail.cryst.bbk.ac.uk>
References: <5718AB5C.8080703@mail.cryst.bbk.ac.uk>
Message-ID: <803f0f223c29465712dcdee637850399@mail.greenhills-it.co.uk>

Hi,

You need to firstly pick your deployment method from the web deployment 
documentation.

I go for the nginx option, but I would suggest you use Apache and 
mod_fastcgi as lots of people on this
list seem to be using RT in that manner.

The following will install mod_fastcgi on your CentOS box
yum install mod_fastcgi

Copy that example from the fastcgi section of the documentation:
    
https://docs.bestpractical.com/rt/4.4.0/web_deployment.html#mod_fastcgi

If you have installed RT in the default location the paths should be 
fine.

Now make the changes described in the section regarding Running RT under 
/rt
    
https://docs.bestpractical.com/rt/4.4.0/web_deployment.html#Running-RT-at-rt-rather-than

You have already set the webpath in RT_Config.pm, however you haven't 
added the correct
ScriptAlias path nor Location to your apache configuration.

Hope that helps

Best Regards

Martin

On 2016-04-21 10:28, Yanni wrote:
> Hello
> 
> I'm struggling a lot to understand how to configure Apache for RT.
> I have gone through the documentation in the "Web deployment" section
> but I don't understand
> what am I supposed to do. Under the apache section it talks about
> "mod_fastcgi" and "mod_fcgid".
> 
> Do I have these modules? What I add to "httpd.conf" depends on which
> one of these modules I have or use?
> I also borrowed the RT essentials book from our library but the book
> is a bit out-of date and talks about RT3. There are a number of
> how-to's online available but all a bit different to each other. I
> presume that is because they are written by people who know what they
> are doing so they config things they way, they believe is right.
> 
> Whenever I try to view RT I get this error: Forbidden, You don't have
> permission to access /rt4 on this server. In a desperate attempt to
> solve this permissions issue I did: "chown apache:apache -R /opt/rt4"
> but with no luck.
> 
> I'm stuck at the moment because I don't know how to use Apache, so I
> am asking for your help, please.
> Below are my current configurations. When you can, please let me know
> what I should do/correct.
> 
> --------------------------------------
> Apache/2.4.6 (CentOS 7)
> ---------------------------------------
> 
> RT_SiteConfig.pm looks like this:
> 
> Set( $rtname, 'AD');
> Set( $Organization, 'www.jimmy.ad.biosci.ac.uk [1]');
> Set( $Timezone, 'GB');
> #
> Set( $WebDomain, 'jimmy.ad.biosci.ac.uk');
> Set( $WebBaseURL, 'http://jimmy.ad.biosci.ac.uk');
> Set( $WebPath, '/rt4');
> Set( $WebPort, 443);
> #
> Set( $CorrespondAddress, 'bio at mail.biosci.ac.uk');
> Set( $CommentAddress, 'comment at mail.biosci.ac.uk');
> Set( $SendMailPath, '/usr/lib/sendmail');
> #
> Set( $DatabaseType, 'mysql');
> Set( $DatabaseUser, 'rtuser');
> Set( $DatabasePassword, 'mypassword');
> Set( $DatabaseName, 'rt4db');
> #
> Set( $LogtoSyslog, '');
> Set ($LogToFile, 'debug');
> ------------------------------------------------------------------------
> 
> HTTPD.CONF:
> 
>    <VirtualHost *:443>
>      ServerName jimmy.ad.biosci.ac.uk:443
>      Redirect / https://jimmy.ad.biosci.ac.uk/rt4
>     </VirtualHost>
> -------------------------------------------------------------
> 
> SSL.CONF:
> 
> #</VirtualHost>
> 
>     # Request Tracker
>     # ServerName rt.corp.example.com:443
>       ServerName jimmy.ad.biosci.ac.uk:443
> 
>       AddDefaultCharset UTF-8
>       DocumentRoot /opt/rt4/share/html
>       Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
>       ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>       <Location />
>       Order allow,deny
>       Allow from all
>       </Location>
>       <Directory "/opt/rt4/sbin">
>       SSLOptions +StdEnvVars
>       </Directory>
>       </VirtualHost>
> ------------------------------------------------
> 
> 
> 
> Links:
> ------
> [1] http://www.jimmy.ad.biosci.ac.uk
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From david.schmidt at univie.ac.at  Thu Apr 21 09:12:42 2016
From: david.schmidt at univie.ac.at (David Schmidt)
Date: Thu, 21 Apr 2016 15:12:42 +0200
Subject: [rt-users] Show Ticket Message in Search/Results.html
Message-ID: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>

When I list tickets I want to show the first 3 lines of the ticket 
message for each ticket.

I am using the following patch to achieve this, but it is quite a hack. 
Can someone recommend a cleaner solution.

local/html/Elements/CollectionList
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URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20160421/00eb6754/attachment.txt>

From waveright at gmail.com  Thu Apr 21 09:25:38 2016
From: waveright at gmail.com (Todd Wade)
Date: Thu, 21 Apr 2016 09:25:38 -0400
Subject: [rt-users] Centos 7 - Forbidden,
 You don't have permission to access /rt4 on this server
In-Reply-To: <5718AB5C.8080703@mail.cryst.bbk.ac.uk>
References: <5718AB5C.8080703@mail.cryst.bbk.ac.uk>
Message-ID: <5718D4D2.40103@gmail.com>


Hello,

@Martin provided some advice that needs followed, but here is some 
additional info as well:

On 4/21/16 6:28 AM, Yanni wrote:
> Under the apache section it talks about "mod_fastcgi" and
> "mod_fcgid".
>
> Do I have these modules?

As you are on CentOS 7, you can use yum to find out. This example shows 
I have mod_fcgid installed:

yum list installed | grep fcgi
mod_fcgid.x86_64     2.3.9-4.el7     @base

> What I add to "httpd.conf" depends on which one of these modules I
> have or use?

Correct.

> I also borrowed the RT essentials book from our library but the book is
> a bit out-of date and talks about RT3. There are a number of how-to's
> online available but all a bit different to each other. I presume that
> is because they are written by people who know what they are doing so
> they config things they way, they believe is right.

The book is outdated, but the online documentation is up to date:

https://docs.bestpractical.com/rt/4.4.0/web_deployment.html

For reference here is the documentation index:

https://docs.bestpractical.com/rt/4.4.0/index.html

> Whenever I try to view RT I get this error: Forbidden, You don't have
> permission to access /rt4 on this server. In a desperate attempt to
> solve this permissions issue I did: "chown apache:apache -R /opt/rt4"
> but with no luck.

This attempted solution may have weakened security a bit, you don't want 
the application files writable by the webserver user. You may want to 
back up and delete /opt/rt4 and rerun 'make install' in your RT source 
directory.

And then again @Martin provided some advice that needs followed, but 
some additional advice is you're using pre-apache 2.4 access directives:

>       <Location />
>       Order allow,deny
>       Allow from all
>       </Location>

This is the reason for the specific error you are getting. Note in the 
deployment documentation:

             <IfVersion >= 2.4> # For Apache 2.4
                 Require all granted
             </IfVersion>
             <IfVersion < 2.4>  # For Apache 2.2
                 Order allow,deny
                 Allow from all
             </IfVersion>

Since you are on an apache > 2.4, you want to use the 'Require all 
granted' directive.

Regards,



From elacour at easter-eggs.com  Thu Apr 21 09:56:38 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 21 Apr 2016 15:56:38 +0200
Subject: [rt-users] Show Ticket Message in Search/Results.html
In-Reply-To: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>
References: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>
Message-ID: <5718DC16.5070800@easter-eggs.com>

Le 21/04/2016 15:12, David Schmidt a ?crit :
> When I list tickets I want to show the first 3 lines of the ticket
> message for each ticket.
> 
> I am using the following patch to achieve this, but it is quite a hack.
> Can someone recommend a cleaner solution.
> 
> 


you don't have to patch, you can use the callback "Once" in
Elements/RT__Ticket/ColumnMap

so just create a file
local/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once

with a content that will ad such column.

Something like:

<%init>
$COLUMN_MAP->{First3Lines} = {
    title => 'First3Lines',
    value => sub { return loc($_[0]->First3Lines) }
};

</%init>
<%args>
$COLUMN_MAP => undef
$GenericMap => undef
</%args>



And in a local/lib/rt/Ticket_Local.pm:

package RT::Ticket;

use strict;
no warnings qw(redefine);
use utf8;

sub First3Lines {
    my $self = shift;

    [your code here]

    return $content;
}

1;


Then another callback to make this new "First3Lines" available as a
columns in the search builder:

local/Callbacks/YourOrg/Search/Elements/BuildFormatString/Default
<%init>
push @$Fields, 'First3Lines';
</%init>
<%args>
$Fields => undef
</%args>




this way, you don't have to patch and your changes should stay as is
from rt versions to rt versions.


-- 
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 Vinzenz.Sinapius at tracetronic.de  Wed Apr 13 11:07:44 2016
From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz)
Date: Wed, 13 Apr 2016 15:07:44 +0000
Subject: [rt-users] Change CF with HTTP
In-Reply-To: <97344147CBA1644584462D6D81C43CE4D2A182A4@svex.scheppach.local>
References: <97344147CBA1644584462D6D81C43CE4D2A1782D@svex.scheppach.local>
 <F9FD8229D8CED74BB7B2056C57C2BF0D5BC5315A@HQ-EX2K10.tracetronic.local>
 <97344147CBA1644584462D6D81C43CE4D2A17D4D@svex.scheppach.local>
 <F9FD8229D8CED74BB7B2056C57C2BF0D5BC53345@HQ-EX2K10.tracetronic.local>
 <97344147CBA1644584462D6D81C43CE4D2A18145@svex.scheppach.local>
 <F9FD8229D8CED74BB7B2056C57C2BF0D5BC5363E@HQ-EX2K10.tracetronic.local>
 <97344147CBA1644584462D6D81C43CE4D2A182A4@svex.scheppach.local>
Message-ID: <F9FD8229D8CED74BB7B2056C57C2BF0D5BC53790@HQ-EX2K10.tracetronic.local>

Hi Bernhard,

I did it like this:

[cid:image005.png at 01D195A6.FE9655B0]

Include a custom js file in the RT_SiteConfig.pm:

Set(@JSFiles, qw/
tt_custom.js
/);

In tt_custom.js I get all EasyEdit-elements with jquery and replace it with my buttons.

Unfortunately I don't have the time to implement a solution for your specific problem.  As you see it requires quite some modifications and custom code.

Maybe someone from rt-users nows a better way?

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: Eierschmalz, Bernhard [mailto:Bernhard.Eierschmalz at scheppach.com]
Gesendet: Mittwoch, 13. April 2016 13:33
An: Sinapius, Vinzenz <Vinzenz.Sinapius at tracetronic.de>
Betreff: AW: Change CF with HTTP

Hi Vinzenz,

I see your result, but I absolutely don't know how to do this.


In the end there should be a list like this: (only with text)
[cid:image003.png at 01D195A5.D1E93880]


Okay, if I change the ..../Row File as you sent to me,
how do I need to write the HTML-code in "format"?
[cid:image004.png at 01D195A5.D1E93880]


Best Regards
Bernhard

Von: Sinapius, Vinzenz [mailto:Vinzenz.Sinapius at tracetronic.de]
Gesendet: Mittwoch, 13. April 2016 13:06
An: Eierschmalz, Bernhard
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Betreff: AW: Change CF with HTTP

Hi Bernhard,

Yes something like that is possible (see attached image). We needed to modify share/html/Elements/CollectionsAsTable/Row (By overwriting it via the local-Folder) to include the title or key of the shown value in the rendered html. (See attached)

With this modification, we can find the customfield-values in the search-results with a jQuery-Selector: var prio_tds = jQuery('td[data-fieldkey="__Priority__"]');

And then we can do many funny things to these html elements ;) like replacing it with a button and attaching an ajax-call to this button.

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: Eierschmalz, Bernhard [mailto:Bernhard.Eierschmalz at scheppach.com]
Gesendet: Mittwoch, 13. April 2016 11:54
An: Sinapius, Vinzenz <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>
Betreff: AW: Change CF with HTTP

Hi Vinzenz,

thanks so far - I'm not sure if this will work for me.
So let me explain my whole problem, maybe you have a better solution to reach help me.

I have a fax-server wich sends faxes as mail into RT. So the mails are always with the same content and attached there is a PDF-file with the fax-document.
I have one custom field for my queue called "category"
Our staff need to sort the fax-tickets into different categories, using this custom field. (so this team only sorts the tickets - once the ticket is sorted into the category, it will appear in another team to work on the ticket)
In the moment, the "sorting staff" have to open one ticket after another, open the attached pdf-file, change the CF-value and go to the next ticket.
So the colleagues asked me for an easier way.


My idea was the following:
I create one search for all the unsorted faxes. As format I define like the following:
<ticket-ID>,<ticketSubject>,<requestor>,<categoryA>,<categoryB>,...
On the column "CategoryA" there should be a link to change custom field of this ticket to cagetory A, same for the other categories.
The "high-end-solution" would be also to have directly a link to the attached PDF-file from the search - but I don't belive this is possible.


do you think this way will be working? Or do you have another solution for my problem?


Best regards
Bernhard

Von: Sinapius, Vinzenz [mailto:Vinzenz.Sinapius at tracetronic.de]
Gesendet: Mittwoch, 13. April 2016 09:52
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP

Hi Bernhard,

AFAIK you currently can't update tickets with querystrings<https://en.wikipedia.org/wiki/Query_string>. For the REST-API you need to put key-value-pairs in the body of a POST Request<https://en.wikipedia.org/wiki/POST_(HTTP)>.

You can do this with javascript, here is a function I use in our Instance to update the priority of a ticket. You can use this to build something similar and attach it to a button or something similar.

function set_ticket_prio(priority, ticket_id){
                url = "https://ticketserver/rt/REST/1.0/ticket/__id__/edit".replace('__id__', ticket_id);
                data = 'content=Priority: __prio__'.replace('__prio__', priority);
                jQuery.ajax({type:"POST", url:url, data:data, success: refresh_table});
}

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: Eierschmalz, Bernhard [mailto:Bernhard.Eierschmalz at scheppach.com]
Gesendet: Mittwoch, 13. April 2016 08:16
An: Sinapius, Vinzenz <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>
Betreff: AW: Change CF with HTTP

Hi Vinzenz,

Thanks, but I'm not sure how to do this.

I think I have a URL like this:
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit>.....

but how do I change a CF?

I already tried
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}:<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d:%3cCFvalue>>

and
http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}=<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d=%3cCFvalue>>

both didn't work.

Just to make sure what I want:
I need one URL where a user can click and with opening this URL a CF value is changed.
Will this work with REST?


Best regards
Bernhard


Von: Sinapius, Vinzenz [mailto:Vinzenz.Sinapius at tracetronic.de]
Gesendet: Dienstag, 12. April 2016 16:59
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP

Hi Bernhard,

You can use wget/curl and the REST-API: http://requesttracker.wikia.com/wiki/REST

Cheers,
Vinzenz
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de<mailto:vinzenz.sinapius at tracetronic.de>

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Eierschmalz, Bernhard
Gesendet: Dienstag, 12. April 2016 14:58
An: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Betreff: [rt-users] Change CF with HTTP

Hello,

is it possible to change a CF with a http command like
http://$ipaddress/rt/Modify.html?id=<ticketno>;CF=<customfield-ID>;CFval=<customfield-value<http://$ipaddress/rt/Modify.html?id=%3cticketno%3e;CF=%3ccustomfield-ID%3e;CFval=%3ccustomfield-value>>
?

Thank you in advice

Best regards
Bernhard
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From milkman at gmail.com  Fri Apr 22 11:46:21 2016
From: milkman at gmail.com (pelotek)
Date: Fri, 22 Apr 2016 08:46:21 -0700 (MST)
Subject: [rt-users] Installed extension not working
In-Reply-To: <1460986209684-61747.post@n7.nabble.com>
References: <570FBBDB.7070405@easter-eggs.com>
 <1460645813936-61715.post@n7.nabble.com> <570FEC12.5070804@easter-eggs.com>
 <1460660613516-61719.post@n7.nabble.com> <5710004B.3090604@easter-eggs.com>
 <1460663532557-61721.post@n7.nabble.com> <571013B3.1090506@easter-eggs.com>
 <1460681656657-61728.post@n7.nabble.com> <57109A84.20800@easter-eggs.com>
 <1460986209684-61747.post@n7.nabble.com>
Message-ID: <1461339981189-61770.post@n7.nabble.com>

Any ideas how I can get this working correctly?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Installed-extension-not-working-tp61711p61770.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From barton at bywatersolutions.com  Fri Apr 22 13:27:52 2016
From: barton at bywatersolutions.com (Barton Chittenden)
Date: Fri, 22 Apr 2016 13:27:52 -0400
Subject: [rt-users] Escaping '<' and '>' in comments/replies and canned
	responses.
In-Reply-To: <CAMSJbVv+rq6NaqrveiyQWQ4bBBxHKD_iyYKMrfQzT8UiooXFBA@mail.gmail.com>
References: <CAMSJbVv+rq6NaqrveiyQWQ4bBBxHKD_iyYKMrfQzT8UiooXFBA@mail.gmail.com>
Message-ID: <CAMSJbVv-9eENEiZMODWprP-oTJOzhr6pcLnDUV_hQtmY1fWOjw@mail.gmail.com>

In a further twist, html entities display correctly on the "Article
Display" page, but when the canned response is actually *used*, I see
html entities in the reply editor... but if I include text like <foo>,
'foo' is removed in the reply editor... I have no way of including
something that looks like an xml tag in a canned response.


On Wed, Apr 20, 2016 at 8:56 AM, Barton Chittenden <
barton at bywatersolutions.com> wrote:

> I've run into several issues in RT with the use of greater than '>' and
> less than '<' symbols in RT.
>
> One issue that I run into with some regularity is pasting the default
> mysql prompt into a ticket. For example, if I paste the following into a
> reply:
>
> mysql> select CURRENT_DATE;
> +--------------+
> | CURRENT_DATE |
> +--------------+
> | 2016-04-20   |
> +--------------+
> 1 row in set (0.00 sec)
>
> The first line is hidden, as if it were text quoted from a previous
> comment or reply.
>
> By and large, I simply try to avoid using un-paired '<' and '>' characters
> in replies, but I just ran into the following issue in a canned response:
>
> The following text in the canned response editor:
>
> <item>"<<biblio.title>>" by <<biblio.author>>, <<issues.date_due>>,
> Barcode: <<items.barcode>> </item>
>
> Renders as
>
> "<>" by <>, <>, Barcode: <>
>
> When I view it in Display.
>
> I tried using '\<' and '\>' to escape the greater than and less than
> symbols; that didn't work... using html entities did work,, but ... meh.
>
> Are there any rules for escaping '<' and '>', and, more generally, is
> there any documentation about how RT renders comments/replies and articles?
>
> Thanks,
>
> --Barton
>
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From david.schmidt at univie.ac.at  Sat Apr 23 04:25:03 2016
From: david.schmidt at univie.ac.at (David Schmidt)
Date: Sat, 23 Apr 2016 10:25:03 +0200
Subject: [rt-users] Show Ticket Message in Search/Results.html
In-Reply-To: <5718DC16.5070800@easter-eggs.com>
References: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>
 <5718DC16.5070800@easter-eggs.com>
Message-ID: <88808691c07763ba4329c4bdd2c1a87a@webmail2016.univie.ac.at>

On 21.04.2016 15:56, Emmanuel Lacour wrote:
> Le 21/04/2016 15:12, David Schmidt a ?crit :
>> When I list tickets I want to show the first 3 lines of the ticket
>> message for each ticket.
>> 
>> I am using the following patch to achieve this, but it is quite a 
>> hack.
>> Can someone recommend a cleaner solution.
>> 
>> 
> 
> 
> you don't have to patch, you can use the callback "Once" in
> Elements/RT__Ticket/ColumnMap
> 
> so just create a file
> local/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once
> 
> with a content that will ad such column.
> 
> Something like:
> 
> <%init>
> $COLUMN_MAP->{First3Lines} = {
>     title => 'First3Lines',
>     value => sub { return loc($_[0]->First3Lines) }
> };
> 
> </%init>
> <%args>
> $COLUMN_MAP => undef
> $GenericMap => undef
> </%args>
> 
> 
> 
> And in a local/lib/rt/Ticket_Local.pm:
> 
> package RT::Ticket;
> 
> use strict;
> no warnings qw(redefine);
> use utf8;
> 
> sub First3Lines {
>     my $self = shift;
> 
>     [your code here]
> 
>     return $content;
> }
> 
> 1;
> 
> 
> Then another callback to make this new "First3Lines" available as a
> columns in the search builder:
> 
> local/Callbacks/YourOrg/Search/Elements/BuildFormatString/Default
> <%init>
> push @$Fields, 'First3Lines';
> </%init>
> <%args>
> $Fields => undef
> </%args>
> 
> 
> 
> 
> this way, you don't have to patch and your changes should stay as is
> from rt versions to rt versions.


Hello Emmanuel,

this sounds like solid advice, thank you very much.

I wrote the following code following your example but it seems there is 
an error somewhere.

"TicketPreview" shows up in the Search/Results.html table but the cell 
is empty for each row.

On a sidenote (and without intention to blame you for anything) RT 
development is horrible to debug. :)

I attached 2 screenshots.

$ cat local/Callbacks/Univie/Elements/RT__Ticket/ColumnMap/Once
<%init>
$COLUMN_MAP->{TicketPreview} = {
     title => 'TicketPreview',
     value => sub { return loc($_[0]->TicketPreview) }
};
</%init>
<%args>
$COLUMN_MAP => undef
$GenericMap => undef
</%args>


$ cat local/lib/rt/Ticket_Local.pm
package RT::Ticket;
use strict;
use warnings;
sub TicketPreview {
     my $self = shift;
     my $content = 'foobar';
     return $content;
}
1;


$ cat local/Callbacks/Univie/Search/Elements/BuildFormatString/Default
<%init>
push @$Fields, 'TicketPreview';
</%init>
<%args>
$Fields => undef
</%args>



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From cloos at netcologne.de  Mon Apr 25 01:59:14 2016
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 25 Apr 2016 07:59:14 +0200
Subject: [rt-users] Show Ticket Message in Search/Results.html
In-Reply-To: <88808691c07763ba4329c4bdd2c1a87a@webmail2016.univie.ac.at>
References: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>
 <5718DC16.5070800@easter-eggs.com>
 <88808691c07763ba4329c4bdd2c1a87a@webmail2016.univie.ac.at>
Message-ID: <571DB232.5080004@netcologne.de>

Am 23.04.2016 um 10:25 schrieb David Schmidt:
> On a sidenote (and without intention to blame you for anything) RT
> development is horrible to debug. :)

You should see in your logs a message like 'function TicketPreview not
defined' ...

> $ cat local/lib/rt/Ticket_Local.pm

because the correct path is local/lib/RT/Ticket_Local.pm

Chris


From david.schmidt at univie.ac.at  Mon Apr 25 02:46:29 2016
From: david.schmidt at univie.ac.at (David Schmidt)
Date: Mon, 25 Apr 2016 08:46:29 +0200
Subject: [rt-users] Show Ticket Message in Search/Results.html
In-Reply-To: <571DB232.5080004@netcologne.de>
References: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>
 <5718DC16.5070800@easter-eggs.com>
 <88808691c07763ba4329c4bdd2c1a87a@webmail2016.univie.ac.at>
 <571DB232.5080004@netcologne.de>
Message-ID: <3f35d0d3033b5762b53fa633ecdd92b9@webmail2016.univie.ac.at>

I tried that already and it didnt change a thing.

I run the dev server directly form the command line (./sbin/rt-server 
--port 3000) and dont get an error msg.

Another path that looks weird to me is:

"local/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"

shouldnt that be

"local/Callbacks/YourOrg/Elements/RT/Ticket/ColumnMap/Once"

?

On 25.04.2016 07:59, Christian Loos wrote:
> Am 23.04.2016 um 10:25 schrieb David Schmidt:
>> On a sidenote (and without intention to blame you for anything) RT
>> development is horrible to debug. :)
> 
> You should see in your logs a message like 'function TicketPreview not
> defined' ...
> 
>> $ cat local/lib/rt/Ticket_Local.pm
> 
> because the correct path is local/lib/RT/Ticket_Local.pm
> 
> Chris


From cloos at netcologne.de  Mon Apr 25 02:49:51 2016
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 25 Apr 2016 08:49:51 +0200
Subject: [rt-users] Show Ticket Message in Search/Results.html
In-Reply-To: <3f35d0d3033b5762b53fa633ecdd92b9@webmail2016.univie.ac.at>
References: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>
 <5718DC16.5070800@easter-eggs.com>
 <88808691c07763ba4329c4bdd2c1a87a@webmail2016.univie.ac.at>
 <571DB232.5080004@netcologne.de>
 <3f35d0d3033b5762b53fa633ecdd92b9@webmail2016.univie.ac.at>
Message-ID: <571DBE0F.90304@netcologne.de>



Am 25.04.2016 um 08:46 schrieb David Schmidt:
> Another path that looks weird to me is:
> 
> "local/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"
> 
> shouldnt that be
> 
> "local/Callbacks/YourOrg/Elements/RT/Ticket/ColumnMap/Once"
Arg ... I missed this, this must be
"local/html/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"


Chris


From david.schmidt at univie.ac.at  Mon Apr 25 03:58:16 2016
From: david.schmidt at univie.ac.at (David Schmidt)
Date: Mon, 25 Apr 2016 09:58:16 +0200
Subject: [rt-users] Show Ticket Message in Search/Results.html
In-Reply-To: <571DBE0F.90304@netcologne.de>
References: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>
 <5718DC16.5070800@easter-eggs.com>
 <88808691c07763ba4329c4bdd2c1a87a@webmail2016.univie.ac.at>
 <571DB232.5080004@netcologne.de>
 <3f35d0d3033b5762b53fa633ecdd92b9@webmail2016.univie.ac.at>
 <571DBE0F.90304@netcologne.de>
Message-ID: <7216e4414f3d1c032797c2b124f45731@webmail2016.univie.ac.at>

On 25.04.2016 08:49, Christian Loos wrote:
> Am 25.04.2016 um 08:46 schrieb David Schmidt:
>> Another path that looks weird to me is:
>> 
>> "local/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"
>> 
>> shouldnt that be
>> 
>> "local/Callbacks/YourOrg/Elements/RT/Ticket/ColumnMap/Once"
> Arg ... I missed this, this must be
> "local/html/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"
> 
> 
> Chris

Hey Chris, thanks for your help.

After a bit of debugging these appear to be the correct locations:

"local/html/Callbacks/Univie/Search/Elements/BuildFormatString/Default"
"local/html/Callbacks/Univie/Elements/RT__Ticket/ColumnMap/Once"
"local/lib/RT/Ticket_Local.pm"

I'll wrap everything up in an extension and put it on github.

cheers
david


From david.schmidt at univie.ac.at  Mon Apr 25 04:48:34 2016
From: david.schmidt at univie.ac.at (David Schmidt)
Date: Mon, 25 Apr 2016 10:48:34 +0200
Subject: [rt-users] Show Ticket Message in Search/Results.html
In-Reply-To: <7216e4414f3d1c032797c2b124f45731@webmail2016.univie.ac.at>
References: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>
 <5718DC16.5070800@easter-eggs.com>
 <88808691c07763ba4329c4bdd2c1a87a@webmail2016.univie.ac.at>
 <571DB232.5080004@netcologne.de>
 <3f35d0d3033b5762b53fa633ecdd92b9@webmail2016.univie.ac.at>
 <571DBE0F.90304@netcologne.de>
 <7216e4414f3d1c032797c2b124f45731@webmail2016.univie.ac.at>
Message-ID: <d077e0eb7569a3c5a8877e56feba760b@webmail2016.univie.ac.at>

On 25.04.2016 09:58, David Schmidt wrote:
> On 25.04.2016 08:49, Christian Loos wrote:
>> Am 25.04.2016 um 08:46 schrieb David Schmidt:
>>> Another path that looks weird to me is:
>>> 
>>> "local/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"
>>> 
>>> shouldnt that be
>>> 
>>> "local/Callbacks/YourOrg/Elements/RT/Ticket/ColumnMap/Once"
>> Arg ... I missed this, this must be
>> "local/html/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"
>> 
>> 
>> Chris
> 
> Hey Chris, thanks for your help.
> 
> After a bit of debugging these appear to be the correct locations:
> 
> "local/html/Callbacks/Univie/Search/Elements/BuildFormatString/Default"
> "local/html/Callbacks/Univie/Elements/RT__Ticket/ColumnMap/Once"
> "local/lib/RT/Ticket_Local.pm"
> 
> I'll wrap everything up in an extension and put it on github.
> 
> cheers
> david
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

https://github.com/davewood/RT-Extension-TicketPreview


From y.goudetsidis at mail.cryst.bbk.ac.uk  Mon Apr 25 06:18:42 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Mon, 25 Apr 2016 11:18:42 +0100
Subject: [rt-users] Centos 7 - Forbidden, You don't have,
 permission to access /rt4 on this server
Message-ID: <571DEF02.70009@mail.cryst.bbk.ac.uk>

Hello

In the section "Running RT at rt rather than /" says that you need to 
make sure "DocumentRoot" is not set to "/opt/rt4/share/html/". What path 
am I supposed to use, please?

Thanks


From martin.wheldon at greenhills-it.co.uk  Mon Apr 25 06:40:23 2016
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Mon, 25 Apr 2016 10:40:23 +0000
Subject: [rt-users] Centos 7 - Forbidden, You don't have,
 permission to access /rt4 on this server
In-Reply-To: <571DEF02.70009@mail.cryst.bbk.ac.uk>
References: <571DEF02.70009@mail.cryst.bbk.ac.uk>
Message-ID: <e19f667eb037e0d9eea3f46040b8dd23@mail.greenhills-it.co.uk>

Hi,

It also says:

"   # Set DocumentRoot as appropriate for the other content you want to 
serve
     DocumentRoot /var/www"

So to a path where your other content that you want apache to serve, I'm 
afraid only you can
answer that question.

Best Regards

Martin

On 2016-04-25 10:18, Yanni wrote:
> Hello
> 
> In the section "Running RT at rt rather than /" says that you need to
> make sure "DocumentRoot" is not set to "/opt/rt4/share/html/". What
> path am I supposed to use, please?
> 
> Thanks
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From jbrandt at bestpractical.com  Mon Apr 25 09:42:14 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Mon, 25 Apr 2016 09:42:14 -0400
Subject: [rt-users] Show Ticket Message in Search/Results.html
In-Reply-To: <d077e0eb7569a3c5a8877e56feba760b@webmail2016.univie.ac.at>
References: <df0354fe8f0d128b8224a5af8beee26c@webmail2016.univie.ac.at>
 <5718DC16.5070800@easter-eggs.com>
 <88808691c07763ba4329c4bdd2c1a87a@webmail2016.univie.ac.at>
 <571DB232.5080004@netcologne.de>
 <3f35d0d3033b5762b53fa633ecdd92b9@webmail2016.univie.ac.at>
 <571DBE0F.90304@netcologne.de>
 <7216e4414f3d1c032797c2b124f45731@webmail2016.univie.ac.at>
 <d077e0eb7569a3c5a8877e56feba760b@webmail2016.univie.ac.at>
Message-ID: <571E1EB6.7000705@bestpractical.com>

Sorry, late to the conversation, but here's something I think is similar:

https://metacpan.org/pod/RT::Extension::PreviewInSearch

On 4/25/16 4:48 AM, David Schmidt wrote:
> On 25.04.2016 09:58, David Schmidt wrote:
>> On 25.04.2016 08:49, Christian Loos wrote:
>>> Am 25.04.2016 um 08:46 schrieb David Schmidt:
>>>> Another path that looks weird to me is:
>>>>
>>>> "local/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"
>>>>
>>>> shouldnt that be
>>>>
>>>> "local/Callbacks/YourOrg/Elements/RT/Ticket/ColumnMap/Once"
>>> Arg ... I missed this, this must be
>>> "local/html/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"
>>>
>>>
>>> Chris
>>
>> Hey Chris, thanks for your help.
>>
>> After a bit of debugging these appear to be the correct locations:
>>
>> "local/html/Callbacks/Univie/Search/Elements/BuildFormatString/Default"
>> "local/html/Callbacks/Univie/Elements/RT__Ticket/ColumnMap/Once"
>> "local/lib/RT/Ticket_Local.pm"
>>
>> I'll wrap everything up in an extension and put it on github.
>>
>> cheers
>> david
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>
> https://github.com/davewood/RT-Extension-TicketPreview
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From john.ouellette at nrc-cnrc.gc.ca  Mon Apr 25 18:21:50 2016
From: john.ouellette at nrc-cnrc.gc.ca (John Ouellette)
Date: Mon, 25 Apr 2016 15:21:50 -0700
Subject: [rt-users] Scrip "On transaction and SetStarted Open Ticket" not
	working
Message-ID: <571E987E.1070100@nrc-cnrc.gc.ca>

Hi -- I recently upgraded to RT 4.2 and found that the "On transaction 
and SetStarted Open Ticket" scrip was not correctly setting the Started 
date or setting the status to Open.  I've tried playing with recreating 
this scrip and various other tricks, but nothing seems to make it work: 
I'm not sure if the 'On Transaction' condition isn't working, or if the 
'On SetStarted Open Ticket' Action isn't working.

Either way, from an earlier message in the list, it looks like an error 
occured during my upgrade, but I don't know where this might be.  As far 
as I could tell, the upgrade went smoothly and no errors were reported.

How can I check what part of the scrip is broken?  How can I tell what 
part of the install broke?

I also tried updating to 4.4 (from 4.2) hoping that this would fix this 
but, although the installation went smoothly and no errors were 
reported, the problem still exists.

Thanks,
John

-- 
Dr. John Ouellette
Operations Manager | Gestionnaire des op?rations
Canadian Astronomy Data Centre | Centre canadien de donn?es astronomiques
National Research Council Canada | Conseil national de recherches Canada
5071 West Saanich Road | 5071, chemin West Saanich
Victoria, BC V9E 2E7 | Victoria, (C.-B.) V9E 2E7

Telephone | T?l?phone  250-363-3037

Government of Canada | Gouvernement du Canada



From y.goudetsidis at mail.cryst.bbk.ac.uk  Tue Apr 26 05:40:27 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Tue, 26 Apr 2016 10:40:27 +0100
Subject: [rt-users] Centos 7 - Forbidden, You don't have,
 permission to access /rt4 on this server
Message-ID: <571F378B.3000301@mail.cryst.bbk.ac.uk>

Thanks Martin

I thought I had to point "DocumentRoot" to where the RT login page is.

I tried to install "mod_fastcgi" as you suggested but is not available 
with yum.

--------------------------------------------------------------
[root at jimmy opt]# yum -y install mod_fastcgi
Loaded plugins: fastestmirror
Loading mirror speeds from cached hostfile
  * base: mirror.vorboss.net
  * epel: mirror.1000mbps.com
  * extras: mirror.vorboss.net
  * rpmforge: miroir.univ-paris13.fr
  * updates: centos.serverspace.co.uk
No package mod_fastcgi available
-------------------------------------------------------------

I also installed "rpmforge-release-0.5.3-1.el7.rf.x86_64.rpm" and tried 
to install it that way:
"yum --enablerepo=rpmforge install mod_fastcgi " but it's still not 
available. There is a website called: www.fastcgi.com but I think is not 
being maintained anymore. I also found out that with Apache 2.4, the 
official module to use is "mod_proxy_fcgi". It looks like with Centos7 I 
have 2 options. Either use Apache with "mod_fcgid" or go with nginx.

I went with "mod_fcgid" and installed it with yum. I've got 
"mod_fcgid-2.3.9-4.el7.x86_64".

Then:

1. I renamed the /opt/rt4 directory and re-run "make-install" so I can 
get back all the default file permissions of rt4 directory, as Todd 
suggested.
2. re-run "make initialize-database" with no errors.
3. Copied the "mod_fcgid" section from "bestpractical.com" to my 
"httpd.conf" and restarted "httpd".
4. Made the changes described in "Running RT at rt rather than /" section.
5. Restarted "httpd" and tried to access the RT login page 
(https://jimmy.ad.biosci.ac.uk/rt4:8000) but I get:

--------------------------------
   Internal Server Error
   The server encountered an internal error or misconfiguration and was 
unable to complete your request.
   Please contact the server administrator at root at localhost to inform 
them of the time this error occurred, and the actions you performed
   just before this error.
   More information about this error may be available in the server 
error log.
--------------------------------

6. I had a look at the "error.log" file and I can see the following:
---------------------------------------------------------------------------------
RT couldn't load RT config file /opt/rt4/etc/RT_Config.pm as:
     user: apache
     group: apache

The file is owned by user root and group www.

This usually means that the user/group your webserver is running
as cannot read the file.  Be careful not to make the permissions
on this file too liberal, because it contains database passwords.
You may need to put the webserver user in the appropriate group
(www) or change permissions be able to run succesfully.

Can't locate RT_Config.pm in @INC (@INC contains: /opt/rt4/local/etc 
/opt/rt4/etc /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib 
/usr/local/lib64/perl5 /usr/local/share/perl5 
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl 
/usr/lib64/perl5 /usr/share/perl5 .) at 
/opt/rt4/sbin/../lib/RT/Config.pm line 1238.
---------------------------------------------------------------------------------
As the error message says "apache" can not read RT_Config.pm so I added 
"apache" to the "www" group like this:
usermod -a -G www apache

7. Restart "httpd" and tried to visit the login page 
(https://jimmy.ad.biosci.ac.uk/rt4:8000). I get the same Internal Server 
error.

Below are my full "httpd.conf" and "RT_SiteConfig.pm" files. When you 
have time could you please have a look, I believe I've got the correct
"ScriptAlias" and "Location" now.

httpd.conf: http://pastebin.com/NMtxapR5
RT_SiteConfig.pm: http://pastebin.com/ekQEzdcw

Many thanks


From martin.wheldon at greenhills-it.co.uk  Tue Apr 26 07:14:56 2016
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Tue, 26 Apr 2016 11:14:56 +0000
Subject: [rt-users] Centos 7 - Forbidden, You don't have,
 permission to access /rt4 on this server
In-Reply-To: <571F378B.3000301@mail.cryst.bbk.ac.uk>
References: <571F378B.3000301@mail.cryst.bbk.ac.uk>
Message-ID: <3d26bba4c7356be7dd14c2d7fad45483@mail.greenhills-it.co.uk>

Hi,

The thing that stands out is that you seem to be trying to access the 
site using https on port 8000,
however you haven't configured apache for https.

Could you also post the ./configure that you used with rt to the list 
too please.


Best Regards

Martin

On 2016-04-26 09:40, Yanni wrote:
> Thanks Martin
> 
> I thought I had to point "DocumentRoot" to where the RT login page is.
> 
> I tried to install "mod_fastcgi" as you suggested but is not available 
> with yum.
> 
> --------------------------------------------------------------
> [root at jimmy opt]# yum -y install mod_fastcgi
> Loaded plugins: fastestmirror
> Loading mirror speeds from cached hostfile
>  * base: mirror.vorboss.net
>  * epel: mirror.1000mbps.com
>  * extras: mirror.vorboss.net
>  * rpmforge: miroir.univ-paris13.fr
>  * updates: centos.serverspace.co.uk
> No package mod_fastcgi available
> -------------------------------------------------------------
> 
> I also installed "rpmforge-release-0.5.3-1.el7.rf.x86_64.rpm" and
> tried to install it that way:
> "yum --enablerepo=rpmforge install mod_fastcgi " but it's still not
> available. There is a website called: www.fastcgi.com but I think is
> not being maintained anymore. I also found out that with Apache 2.4,
> the official module to use is "mod_proxy_fcgi". It looks like with
> Centos7 I have 2 options. Either use Apache with "mod_fcgid" or go
> with nginx.
> 
> I went with "mod_fcgid" and installed it with yum. I've got
> "mod_fcgid-2.3.9-4.el7.x86_64".
> 
> Then:
> 
> 1. I renamed the /opt/rt4 directory and re-run "make-install" so I can
> get back all the default file permissions of rt4 directory, as Todd
> suggested.
> 2. re-run "make initialize-database" with no errors.
> 3. Copied the "mod_fcgid" section from "bestpractical.com" to my
> "httpd.conf" and restarted "httpd".
> 4. Made the changes described in "Running RT at rt rather than /" 
> section.
> 5. Restarted "httpd" and tried to access the RT login page
> (https://jimmy.ad.biosci.ac.uk/rt4:8000) but I get:
> 
> --------------------------------
>   Internal Server Error
>   The server encountered an internal error or misconfiguration and was
> unable to complete your request.
>   Please contact the server administrator at root at localhost to inform
> them of the time this error occurred, and the actions you performed
>   just before this error.
>   More information about this error may be available in the server 
> error log.
> --------------------------------
> 
> 6. I had a look at the "error.log" file and I can see the following:
> ---------------------------------------------------------------------------------
> RT couldn't load RT config file /opt/rt4/etc/RT_Config.pm as:
>     user: apache
>     group: apache
> 
> The file is owned by user root and group www.
> 
> This usually means that the user/group your webserver is running
> as cannot read the file.  Be careful not to make the permissions
> on this file too liberal, because it contains database passwords.
> You may need to put the webserver user in the appropriate group
> (www) or change permissions be able to run succesfully.
> 
> Can't locate RT_Config.pm in @INC (@INC contains: /opt/rt4/local/etc
> /opt/rt4/etc /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib
> /usr/local/lib64/perl5 /usr/local/share/perl5
> /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl
> /usr/lib64/perl5 /usr/share/perl5 .) at
> /opt/rt4/sbin/../lib/RT/Config.pm line 1238.
> ---------------------------------------------------------------------------------
> As the error message says "apache" can not read RT_Config.pm so I
> added "apache" to the "www" group like this:
> usermod -a -G www apache
> 
> 7. Restart "httpd" and tried to visit the login page
> (https://jimmy.ad.biosci.ac.uk/rt4:8000). I get the same Internal
> Server error.
> 
> Below are my full "httpd.conf" and "RT_SiteConfig.pm" files. When you
> have time could you please have a look, I believe I've got the correct
> "ScriptAlias" and "Location" now.
> 
> httpd.conf: http://pastebin.com/NMtxapR5
> RT_SiteConfig.pm: http://pastebin.com/ekQEzdcw
> 
> Many thanks
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From androponia at gmail.com  Tue Apr 26 12:37:56 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Tue, 26 Apr 2016 16:37:56 +0000
Subject: [rt-users] rt 4.2 to 4.4
In-Reply-To: <CAAa7Zagw=MQ39pgDHc0Ttq+2=WL3ayXTY-v1c9dwyLC=Q_0K_A@mail.gmail.com>
References: <CAAa7Zagw=MQ39pgDHc0Ttq+2=WL3ayXTY-v1c9dwyLC=Q_0K_A@mail.gmail.com>
Message-ID: <CAAa7Zajoy905ui86HANjGQvS94K=QeOfwrbatYi0diF4YM8CJw@mail.gmail.com>

Hi, i was doing the upgrade, and everithing was right, but now when i try
to start apache :

Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26 13:30:01
UYT. --
abr 26 13:29:36 rt.sonda.com.uy httpd[7736]: AH00526: Syntax error on line
25 of /etc/httpd/conf.d/rt.conf:
abr 26 13:29:36 rt.sonda.com.uy httpd[7736]: *Can't locate Scope/Upper.pm
in @INC (@INC contains: /opt/rt4/sbin/../local/li*
abr 26 13:29:36 rt.sonda.com.uy systemd[1]: httpd.service: main process
exited, code=exited, status=1/FAILURE
abr 26 13:29:36 rt.sonda.com.uy kill[7739]: kill: cannot find process ""
abr 26 13:29:36 rt.sonda.com.uy systemd[1]: httpd.service: control process
exited, code=exited status=1
abr 26 13:29:36 rt.sonda.com.uy systemd[1]: Failed to start The Apache HTTP
Server.


[root at rt sbin]# perl -MCPAN -e 'install Scope::Upper'
Reading '/root/.local/share/.cpan/Metadata'
  Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
Scope::Upper is up to date (0.28).


and testdeps seems ok.

what i am doing wrong??

Thanks!
-- 
Andrea Caputto
-- 
Andrea Caputto
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From rachel at bestpractical.com  Tue Apr 26 13:00:08 2016
From: rachel at bestpractical.com (Rachel)
Date: Tue, 26 Apr 2016 10:00:08 -0700
Subject: [rt-users] Centos 7 - Forbidden, You don't have,
	permission to access /rt4 on this server
In-Reply-To: <3d26bba4c7356be7dd14c2d7fad45483@mail.greenhills-it.co.uk>
References: <571F378B.3000301@mail.cryst.bbk.ac.uk>
 <3d26bba4c7356be7dd14c2d7fad45483@mail.greenhills-it.co.uk>
Message-ID: <81C5B5A8-E3C5-4F38-ADE2-939A8B23F348@bestpractical.com>

Hi Yanni,
In order to even see mod_fastcgi, you'll need to `yum install epel-release.noarch`.  Then, when you yum search for `fcgid` you should see the package `mod_fcgid.x86_64`, or something close to it, since you are using CentOS 7.

Thank you,
Rachel Kelly
Best Practical


> On Apr 26, 2016, at 4:14 AM, Martin Wheldon <martin.wheldon at greenhills-it.co.uk> wrote:
> 
> Hi,
> 
> The thing that stands out is that you seem to be trying to access the site using https on port 8000,
> however you haven't configured apache for https.
> 
> Could you also post the ./configure that you used with rt to the list too please.
> 
> 
> Best Regards
> 
> Martin
> 
> On 2016-04-26 09:40, Yanni wrote:
>> Thanks Martin
>> I thought I had to point "DocumentRoot" to where the RT login page is.
>> I tried to install "mod_fastcgi" as you suggested but is not available with yum.
>> --------------------------------------------------------------
>> [root at jimmy opt]# yum -y install mod_fastcgi
>> Loaded plugins: fastestmirror
>> Loading mirror speeds from cached hostfile
>> * base: mirror.vorboss.net
>> * epel: mirror.1000mbps.com
>> * extras: mirror.vorboss.net
>> * rpmforge: miroir.univ-paris13.fr
>> * updates: centos.serverspace.co.uk
>> No package mod_fastcgi available
>> -------------------------------------------------------------
>> I also installed "rpmforge-release-0.5.3-1.el7.rf.x86_64.rpm" and
>> tried to install it that way:
>> "yum --enablerepo=rpmforge install mod_fastcgi " but it's still not
>> available. There is a website called: www.fastcgi.com but I think is
>> not being maintained anymore. I also found out that with Apache 2.4,
>> the official module to use is "mod_proxy_fcgi". It looks like with
>> Centos7 I have 2 options. Either use Apache with "mod_fcgid" or go
>> with nginx.
>> I went with "mod_fcgid" and installed it with yum. I've got
>> "mod_fcgid-2.3.9-4.el7.x86_64".
>> Then:
>> 1. I renamed the /opt/rt4 directory and re-run "make-install" so I can
>> get back all the default file permissions of rt4 directory, as Todd
>> suggested.
>> 2. re-run "make initialize-database" with no errors.
>> 3. Copied the "mod_fcgid" section from "bestpractical.com" to my
>> "httpd.conf" and restarted "httpd".
>> 4. Made the changes described in "Running RT at rt rather than /" section.
>> 5. Restarted "httpd" and tried to access the RT login page
>> (https://jimmy.ad.biosci.ac.uk/rt4:8000) but I get:
>> --------------------------------
>>  Internal Server Error
>>  The server encountered an internal error or misconfiguration and was
>> unable to complete your request.
>>  Please contact the server administrator at root at localhost to inform
>> them of the time this error occurred, and the actions you performed
>>  just before this error.
>>  More information about this error may be available in the server error log.
>> --------------------------------
>> 6. I had a look at the "error.log" file and I can see the following:
>> ---------------------------------------------------------------------------------
>> RT couldn't load RT config file /opt/rt4/etc/RT_Config.pm as:
>>    user: apache
>>    group: apache
>> The file is owned by user root and group www.
>> This usually means that the user/group your webserver is running
>> as cannot read the file.  Be careful not to make the permissions
>> on this file too liberal, because it contains database passwords.
>> You may need to put the webserver user in the appropriate group
>> (www) or change permissions be able to run succesfully.
>> Can't locate RT_Config.pm in @INC (@INC contains: /opt/rt4/local/etc
>> /opt/rt4/etc /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib
>> /usr/local/lib64/perl5 /usr/local/share/perl5
>> /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl
>> /usr/lib64/perl5 /usr/share/perl5 .) at
>> /opt/rt4/sbin/../lib/RT/Config.pm line 1238.
>> ---------------------------------------------------------------------------------
>> As the error message says "apache" can not read RT_Config.pm so I
>> added "apache" to the "www" group like this:
>> usermod -a -G www apache
>> 7. Restart "httpd" and tried to visit the login page
>> (https://jimmy.ad.biosci.ac.uk/rt4:8000). I get the same Internal
>> Server error.
>> Below are my full "httpd.conf" and "RT_SiteConfig.pm" files. When you
>> have time could you please have a look, I believe I've got the correct
>> "ScriptAlias" and "Location" now.
>> httpd.conf: http://pastebin.com/NMtxapR5
>> RT_SiteConfig.pm: http://pastebin.com/ekQEzdcw
>> Many thanks
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

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From androponia at gmail.com  Tue Apr 26 14:40:56 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Tue, 26 Apr 2016 18:40:56 +0000
Subject: [rt-users] (no subject)
Message-ID: <CAAa7Zai1-eRr1NbL9jKFgG4eQ6FhdJJQyr7jPGXiHVg38_jJpg@mail.gmail.com>

Hi, i was doing the upgrade, and everything was right, but now when i try
to start apache :

Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26 13:30:01
UYT. --
abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>..... httpd[7736]: AH00526:
Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.....httpd[7736]: *Can't
locate Scope/Upper.pm in @INC (@INC contains: /opt/rt4/sbin/../local/li*
abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>....... systemd[1]:
httpd.service: main process exited, code=exited, status=1/FAILURE
abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>... kill[7739]: kill: cannot
find process ""
abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>..... systemd[1]:
httpd.service: control process exited, code=exited status=1
abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.... systemd[1]: Failed to
start The Apache HTTP Server.


[root at rt sbin]# perl -MCPAN -e 'install Scope::Upper'
Reading '/root/.local/share/.cpan/Metadata'
  Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
Scope::Upper is up to date (0.28).


and testdeps seems ok.
-- 
Andrea Caputto
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From thiago.cristino at gmail.com  Tue Apr 26 15:02:08 2016
From: thiago.cristino at gmail.com (Thiago Cristino dos Santos)
Date: Tue, 26 Apr 2016 16:02:08 -0300
Subject: [rt-users] (no subject)
In-Reply-To: <CAAa7Zai1-eRr1NbL9jKFgG4eQ6FhdJJQyr7jPGXiHVg38_jJpg@mail.gmail.com>
References: <CAAa7Zai1-eRr1NbL9jKFgG4eQ6FhdJJQyr7jPGXiHVg38_jJpg@mail.gmail.com>
Message-ID: <CAFmBDBpE3f64GoYg32kcguh7vRq8MnEisQk6WwA4MUPq91gq-w@mail.gmail.com>

Hi,
Andrea, please tell more about your environment :
What's your Apache version ?
RT was running over Apache + mod_perl, apache + fastcgi or apache + fastcgi
+ suexec?




2016-04-26 15:40 GMT-03:00 Andrea Caputto <androponia at gmail.com>:

> Hi, i was doing the upgrade, and everything was right, but now when i try
> to start apache :
>
> Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26 13:30:01
> UYT. --
> abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>..... httpd[7736]: AH00526:
> Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
> abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.....httpd[7736]: *Can't
> locate Scope/Upper.pm in @INC (@INC contains: /opt/rt4/sbin/../local/li*
> abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>....... systemd[1]:
> httpd.service: main process exited, code=exited, status=1/FAILURE
> abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>... kill[7739]: kill:
> cannot find process ""
> abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>..... systemd[1]:
> httpd.service: control process exited, code=exited status=1
> abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.... systemd[1]: Failed to
> start The Apache HTTP Server.
>
>
> [root at rt sbin]# perl -MCPAN -e 'install Scope::Upper'
> Reading '/root/.local/share/.cpan/Metadata'
>   Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
> Scope::Upper is up to date (0.28).
>
>
> and testdeps seems ok.
> --
> Andrea Caputto
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
>
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From androponia at gmail.com  Tue Apr 26 18:18:03 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Tue, 26 Apr 2016 22:18:03 +0000
Subject: [rt-users] (no subject)
In-Reply-To: <CAFmBDBpE3f64GoYg32kcguh7vRq8MnEisQk6WwA4MUPq91gq-w@mail.gmail.com>
References: <CAAa7Zai1-eRr1NbL9jKFgG4eQ6FhdJJQyr7jPGXiHVg38_jJpg@mail.gmail.com>
 <CAFmBDBpE3f64GoYg32kcguh7vRq8MnEisQk6WwA4MUPq91gq-w@mail.gmail.com>
Message-ID: <CAAa7ZagzGitRQzpdWZWP2wbqLypdHca+shOqzHw3CHnN55qrkg@mail.gmail.com>

Apache versi?n is 2.4 , Apache + mod perl

I am upgrading from 4.2.1 to 4.4
El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos <
thiago.cristino at gmail.com> escribi?:

> Hi,
> Andrea, please tell more about your environment :
> What's your Apache version ?
> RT was running over Apache + mod_perl, apache + fastcgi or apache +
> fastcgi + suexec?
>
>
>
>
> 2016-04-26 15:40 GMT-03:00 Andrea Caputto <androponia at gmail.com>:
>
>> Hi, i was doing the upgrade, and everything was right, but now when i try
>> to start apache :
>>
>> Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26 13:30:01
>> UYT. --
>> abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>..... httpd[7736]: AH00526:
>> Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
>> abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.....httpd[7736]: *Can't
>> locate Scope/Upper.pm in @INC (@INC contains: /opt/rt4/sbin/../local/li*
>> abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>....... systemd[1]:
>> httpd.service: main process exited, code=exited, status=1/FAILURE
>> abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>... kill[7739]: kill:
>> cannot find process ""
>> abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>..... systemd[1]:
>> httpd.service: control process exited, code=exited status=1
>> abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.... systemd[1]: Failed to
>> start The Apache HTTP Server.
>>
>>
>> [root at rt sbin]# perl -MCPAN -e 'install Scope::Upper'
>> Reading '/root/.local/share/.cpan/Metadata'
>>   Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
>> Scope::Upper is up to date (0.28).
>>
>>
>> and testdeps seems ok.
>> --
>> Andrea Caputto
>>
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>>
> --
Andrea Caputto
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From loforbes at alaska.edu  Tue Apr 26 20:25:04 2016
From: loforbes at alaska.edu (Liam Forbes)
Date: Tue, 26 Apr 2016 16:25:04 -0800
Subject: [rt-users] problems attaching files
Message-ID: <47ADB509-9681-473C-AA57-79616AA11115@alaska.edu>

We are using RT 4.4.0 and appear to be having problems attaching files over some size around 100k. If we try to send an email with a larger attachment, the mail message just drops on the floor. If we try to attach a file through the web interface, the icon has an X over it and an error message appears when the mouse hovers over it, plus the attachment is dropped if we try to save the edit. 

Looking in the log I don?t see any messages being generated in either case. I do see messages generated when a file is successfully attached though. Our current attachment size settings should allow larger files than ~100k.

Set($MaxAttachmentSize, 10485760);  # 10MB
Set($TruncateLongAttachments, "true");

I?m not sure what else to look at to determine what?s happening or where things are failing. Have I somehow mis-set the config, or could this be a bug in 4.4.0?

Regards,
-liam

-There are uncountably more irrational fears than rational ones. -P. Dolan
Liam Forbes     loforbes at alaska.edu     ph: 907-450-8618 fax: 907-450-8601
UAF Research Computing Systems Senior HPC Engineer            LPIC1, CISSP

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From martin.wheldon at greenhills-it.co.uk  Wed Apr 27 03:46:42 2016
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Wed, 27 Apr 2016 07:46:42 +0000
Subject: [rt-users] problems attaching files
In-Reply-To: <47ADB509-9681-473C-AA57-79616AA11115@alaska.edu>
References: <47ADB509-9681-473C-AA57-79616AA11115@alaska.edu>
Message-ID: <50b9f05c9c41093f912ccf4d579ecd7b@mail.greenhills-it.co.uk>

Hi,

This is probably a issue with your web server configuration, you don't 
mention what
you are using.

Researching the following may help:

Apache2 - LimitRequestBody
Nginx - client_max_body_size

Best Regards

Martin

On 2016-04-27 00:25, Liam Forbes wrote:
> We are using RT 4.4.0 and appear to be having problems attaching files
> over some size around 100k. If we try to send an email with a larger
> attachment, the mail message just drops on the floor. If we try to
> attach a file through the web interface, the icon has an X over it and
> an error message appears when the mouse hovers over it, plus the
> attachment is dropped if we try to save the edit.
> 
> Looking in the log I don?t see any messages being generated in
> either case. I do see messages generated when a file is successfully
> attached though. Our current attachment size settings should allow
> larger files than ~100k.
> 
> Set($MaxAttachmentSize, 10485760);  # 10MB
> Set($TruncateLongAttachments, "true");
> 
> I?m not sure what else to look at to determine what?s happening or
> where things are failing. Have I somehow mis-set the config, or could
> this be a bug in 4.4.0?
> 
> Regards,
> -liam
> 
> -There are uncountably more irrational fears than rational ones. -P.
> Dolan
> Liam Forbes     loforbes at alaska.edu     ph: 907-450-8618 fax:
> 907-450-8601
> UAF Research Computing Systems Senior HPC Engineer            LPIC1,
> CISSP
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From benjamin.baugnies at belnet.be  Wed Apr 27 05:08:59 2016
From: benjamin.baugnies at belnet.be (benjamin baugnies)
Date: Wed, 27 Apr 2016 11:08:59 +0200
Subject: [rt-users] 4.2.12 & External Storage plugin errors
Message-ID: <572081AB.5060800@belnet.be>

Hello,

I'm currently working on a new installation of RT 4.2.12 on Ubuntu
14.04. The install was done using the standard instructions and the
basics works. We were able to install several plugins including RT-IR
3.2.0 and everything worked fine.

Now, I'm trying to use the External Storage plugin
(https://metacpan.org/pod/RT::Extension::ExternalStorage), but I can't
seem to get it to work consistently.
The "extract-attachments" script does its job (the db is changed and the
files are stored on disk), but in most cases the attachments are no
longer accessible from the website. When testing with .docx documents
for example, we usually get empty documents, or documents containing
only "unknown encoding type: external". There were also many files which
should have been moved but weren't (pictures, .html, and .csv files).

More importantly, while the first Apache2 restart after the installation
works (most of the time), I eventually get a segmentation fault and
cannot start Apache again until the plugin is disabled:
=====================
Segmentation fault (core dumped)
Action 'start' failed.
The Apache error log may have more information.
=====================

The Apache log contains no information about the incident, and syslog
only contains:
/usr/sbin/apach[3785]: segfault at c ip b72791a1 sp bfa3b0d0 error 4 in
libperl.so.5.18.2[b720e000+18d000]



After failing with my current config, I tried using the plugin with the
simplest configuration possible:
=====================
Set( $rtname, 'example.com');

Set(%ExternalStorage,
    Type => 'Disk',
    Path => '/opt/rt4/var/attachments',
);
Plugin('RT::Extension::ExternalStorage');
1;
=====================
This still didn't work.

I've also made sure www-data has read and write access to the
attachments folder.


Is there an issue with the plugin? Is it a problem with the version of
RT we are using?
Or am I just doing something wrong?

Regards,

-- 
Benjamin Baugnies
Belnet ? CERT
Louizalaan 231 Avenue Louise 
Brussel 1050 Bruxelles
Belgi? ? Belgique 
www.belnet.be




From y.goudetsidis at mail.cryst.bbk.ac.uk  Wed Apr 27 06:15:54 2016
From: y.goudetsidis at mail.cryst.bbk.ac.uk (Yanni)
Date: Wed, 27 Apr 2016 11:15:54 +0100
Subject: [rt-users] Centos 7 - Forbidden, You don't have, permission to,
 access /rt4 on this server
In-Reply-To: <mailman.3.1461686402.6798.rt-users@lists.bestpractical.com>
References: <mailman.3.1461686402.6798.rt-users@lists.bestpractical.com>
Message-ID: <5720915A.2070900@mail.cryst.bbk.ac.uk>

Hi

I did not use ./configure, I just did "make install" as described in the 
documentation.
To make things simpler for me, I have now deleted my ssl.conf and have 
put the original file in place.

When I go to: http://jimmy.ad.biosci.ac.uk/rt4:8000
I get:
----------------------------------------
This site can't be reached. /jimmy.ad.biosci.ac.uk refused to connect
ERR_CONNECTION_REFUSED
---------------------------------------
I don't see anything in the log files, 'access_log' and 'error_log'




From martin.wheldon at greenhills-it.co.uk  Wed Apr 27 06:33:44 2016
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Wed, 27 Apr 2016 10:33:44 +0000
Subject: [rt-users] Centos 7 - Forbidden, You don't have, permission to,
 access /rt4 on this server
In-Reply-To: <5720915A.2070900@mail.cryst.bbk.ac.uk>
References: <mailman.3.1461686402.6798.rt-users@lists.bestpractical.com>
 <5720915A.2070900@mail.cryst.bbk.ac.uk>
Message-ID: <e44c264876c659114d115fa6ae277277@mail.greenhills-it.co.uk>

Hi,

I don't mean to be rude, but read AND FOLLOW the README file included in 
the RT tarball.

Best Regards

Martin

On 2016-04-27 10:15, Yanni wrote:
> Hi
> 
> I did not use ./configure, I just did "make install" as described in
> the documentation.
> To make things simpler for me, I have now deleted my ssl.conf and have
> put the original file in place.
> 
> When I go to: http://jimmy.ad.biosci.ac.uk/rt4:8000
> I get:
> ----------------------------------------
> This site can't be reached. /jimmy.ad.biosci.ac.uk refused to connect
> ERR_CONNECTION_REFUSED
> ---------------------------------------
> I don't see anything in the log files, 'access_log' and 'error_log'
> 
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From jbrandt at bestpractical.com  Wed Apr 27 09:03:34 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Wed, 27 Apr 2016 09:03:34 -0400
Subject: [rt-users] (no subject)
In-Reply-To: <CAAa7ZagzGitRQzpdWZWP2wbqLypdHca+shOqzHw3CHnN55qrkg@mail.gmail.com>
References: <CAAa7Zai1-eRr1NbL9jKFgG4eQ6FhdJJQyr7jPGXiHVg38_jJpg@mail.gmail.com>
 <CAFmBDBpE3f64GoYg32kcguh7vRq8MnEisQk6WwA4MUPq91gq-w@mail.gmail.com>
 <CAAa7ZagzGitRQzpdWZWP2wbqLypdHca+shOqzHw3CHnN55qrkg@mail.gmail.com>
Message-ID: <5720B8A6.5080107@bestpractical.com>

First two things to check:

1) Is Apache using the same perl you're using in your shell? Servers can 
often end up with multiple perl installs.

2) Check permissions and make sure Apache can read the Scope::Upper 
files. Sometimes modules installed with a particular user, like root, 
can have permissions set incorrectly so other users/processes can't use 
them.

On 4/26/16 6:18 PM, Andrea Caputto wrote:
> Apache versi?n is 2.4 , Apache + mod perl
>
> I am upgrading from 4.2.1 to 4.4
> El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
> <thiago.cristino at gmail.com <mailto:thiago.cristino at gmail.com>> escribi?:
>
>     Hi,
>     Andrea, please tell more about your environment :
>     What's your Apache version ?
>     RT was running over Apache + mod_perl, apache + fastcgi or apache +
>     fastcgi + suexec?
>
>
>
>
>     2016-04-26 15:40 GMT-03:00 Andrea Caputto <androponia at gmail.com
>     <mailto:androponia at gmail.com>>:
>
>         Hi, i was doing the upgrade, and everything was right, but now
>         when i try to start apache :
>
>         Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26
>         13:30:01 UYT. --
>         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>..... httpd[7736]:
>         AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
>         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.....httpd[7736]:
>         *Can't locate Scope/Upper.pm in @INC (@INC contains:
>         /opt/rt4/sbin/../local/li*
>         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>....... systemd[1]:
>         httpd.service: main process exited, code=exited, status=1/FAILURE
>         abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>... kill[7739]:
>         kill: cannot find process ""
>         abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>..... systemd[1]:
>         httpd.service: control process exited, code=exited status=1
>         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.... systemd[1]:
>         Failed to start The Apache HTTP Server.
>
>
>         [root at rt sbin]# perl -MCPAN -e 'install Scope::Upper'
>         Reading '/root/.local/share/.cpan/Metadata'
>            Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
>         Scope::Upper is up to date (0.28).
>
>
>         and testdeps seems ok.
>         --
>         Andrea Caputto
>
>         ---------
>         RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>         * Washington DC - May 23 & 24, 2016
>
>
> --
> Andrea Caputto
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>


From dave.a.florek at gmail.com  Wed Apr 27 12:30:33 2016
From: dave.a.florek at gmail.com (Dave Florek)
Date: Wed, 27 Apr 2016 12:30:33 -0400
Subject: [rt-users] Importing ticketing data into the RT SQL database
Message-ID: <CA+M9YC=_tzE6zLm=bV9X1NwiSJPbsHmQnDHx2QBQK_SDGbJH8A@mail.gmail.com>

Hi,

I'm about to import a large amount of ticketing data into the RT SQL
database. I spotted three sections in the SQL db (objectcustomfieldvalues,
attachments, tickets) to import the data to. Since I'm unfamiliar with the
db backend, can I generate any of my own set of identifiers as long as they
aren't duplicate of the identifiers that are already present in the SQL db?

Thanks in advance,
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From bparish at cognex.com  Wed Apr 27 13:05:48 2016
From: bparish at cognex.com (Parish, Brent)
Date: Wed, 27 Apr 2016 17:05:48 +0000
Subject: [rt-users] Importing ticketing data into the RT SQL database
In-Reply-To: <CA+M9YC=_tzE6zLm=bV9X1NwiSJPbsHmQnDHx2QBQK_SDGbJH8A@mail.gmail.com>
References: <CA+M9YC=_tzE6zLm=bV9X1NwiSJPbsHmQnDHx2QBQK_SDGbJH8A@mail.gmail.com>
Message-ID: <d634345bb56b4ad58888bbfb4c377eb9@USNAEXCP1.pc.cognex.com>

Hi Dave

I would strongly recommend against importing ticket data directly into the RT database, I sincerely doubt you will end up with anything usable!
There are a myriad of internal references (very normalized table structure, as I?m sure you saw).

There may be better ways to do it, but when I had to  shift tickets from two different support tools into RT I wrote an importer to do it.
The importer used RT?s command line interface to push the old systems into RT, one ticket at a time.
That way, RT creates all the requisite references, objects, etc.

As to adding your own fields to the RT database, I cannot answer that, sorry!


-          Brent



From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Florek
Sent: Wednesday, April 27, 2016 12:31 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Importing ticketing data into the RT SQL database

Hi,

I'm about to import a large amount of ticketing data into the RT SQL database. I spotted three sections in the SQL db (objectcustomfieldvalues, attachments, tickets) to import the data to. Since I'm unfamiliar with the db backend, can I generate any of my own set of identifiers as long as they aren't duplicate of the identifiers that are already present in the SQL db?

Thanks in advance,
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From androponia at gmail.com  Wed Apr 27 13:17:57 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Wed, 27 Apr 2016 17:17:57 +0000
Subject: [rt-users] (no subject)
In-Reply-To: <5720B8A6.5080107@bestpractical.com>
References: <CAAa7Zai1-eRr1NbL9jKFgG4eQ6FhdJJQyr7jPGXiHVg38_jJpg@mail.gmail.com>
 <CAFmBDBpE3f64GoYg32kcguh7vRq8MnEisQk6WwA4MUPq91gq-w@mail.gmail.com>
 <CAAa7ZagzGitRQzpdWZWP2wbqLypdHca+shOqzHw3CHnN55qrkg@mail.gmail.com>
 <5720B8A6.5080107@bestpractical.com>
Message-ID: <CAAa7ZaixvMJ9v-n6FHWp5hm7ZB0NLkEi7ZxrwyfecAyTDSCZkQ@mail.gmail.com>

OK i will check out thanks!

El mi?., 27 abr. 2016 a las 10:03, Jim Brandt (<jbrandt at bestpractical.com>)
escribi?:

> First two things to check:
>
> 1) Is Apache using the same perl you're using in your shell? Servers can
> often end up with multiple perl installs.
>
> 2) Check permissions and make sure Apache can read the Scope::Upper
> files. Sometimes modules installed with a particular user, like root,
> can have permissions set incorrectly so other users/processes can't use
> them.
>
> On 4/26/16 6:18 PM, Andrea Caputto wrote:
> > Apache versi?n is 2.4 , Apache + mod perl
> >
> > I am upgrading from 4.2.1 to 4.4
> > El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
> > <thiago.cristino at gmail.com <mailto:thiago.cristino at gmail.com>> escribi?:
> >
> >     Hi,
> >     Andrea, please tell more about your environment :
> >     What's your Apache version ?
> >     RT was running over Apache + mod_perl, apache + fastcgi or apache +
> >     fastcgi + suexec?
> >
> >
> >
> >
> >     2016-04-26 15:40 GMT-03:00 Andrea Caputto <androponia at gmail.com
> >     <mailto:androponia at gmail.com>>:
> >
> >         Hi, i was doing the upgrade, and everything was right, but now
> >         when i try to start apache :
> >
> >         Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26
> >         13:30:01 UYT. --
> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>..... httpd[7736]:
> >         AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.....httpd[7736]:
> >         *Can't locate Scope/Upper.pm in @INC (@INC contains:
> >         /opt/rt4/sbin/../local/li*
> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>....... systemd[1]:
> >         httpd.service: main process exited, code=exited, status=1/FAILURE
> >         abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>... kill[7739]:
> >         kill: cannot find process ""
> >         abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>..... systemd[1]:
> >         httpd.service: control process exited, code=exited status=1
> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.... systemd[1]:
> >         Failed to start The Apache HTTP Server.
> >
> >
> >         [root at rt sbin]# perl -MCPAN -e 'install Scope::Upper'
> >         Reading '/root/.local/share/.cpan/Metadata'
> >            Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
> >         Scope::Upper is up to date (0.28).
> >
> >
> >         and testdeps seems ok.
> >         --
> >         Andrea Caputto
> >
> >         ---------
> >         RT 4.4 and RTIR Training Sessions
> https://bestpractical.com/training
> >         * Washington DC - May 23 & 24, 2016
> >
> >
> > --
> > Andrea Caputto
> >
> >
> > ---------
> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> > * Washington DC - May 23 & 24, 2016
> >
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
-- 
Andrea Caputto
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From loforbes at alaska.edu  Wed Apr 27 13:17:52 2016
From: loforbes at alaska.edu (Liam Forbes)
Date: Wed, 27 Apr 2016 09:17:52 -0800
Subject: [rt-users] rt-users Digest, Vol 145, Issue 23
In-Reply-To: <mailman.3.1461772801.3602.rt-users@lists.bestpractical.com>
References: <mailman.3.1461772801.3602.rt-users@lists.bestpractical.com>
Message-ID: <4D5249A2-1E43-44DF-B5CB-4D49A0FC5388@alaska.edu>

On Apr 27, 2016, at 8:00 AM, rt-users-request at lists.bestpractical.com wrote:
> Date: Wed, 27 Apr 2016 07:46:42 +0000
> From: Martin Wheldon <martin.wheldon at greenhills-it.co.uk <mailto:martin.wheldon at greenhills-it.co.uk>>
> To: rt-users at lists.bestpractical.com <mailto:rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] problems attaching files
> Message-ID:
> 	<50b9f05c9c41093f912ccf4d579ecd7b at mail.greenhills-it.co.uk <mailto:50b9f05c9c41093f912ccf4d579ecd7b at mail.greenhills-it.co.uk>>
> Content-Type: text/plain; charset=UTF-8; format=flowed
> 
> Hi,
> 
> This is probably a issue with your web server configuration, you don't 
> mention what you are using.
> 
> Researching the following may help:
> 
> Apache2 - LimitRequestBody
> Nginx - client_max_body_size
> 
> Best Regards
> 
> Martin

Martin,

I poked around at the MySQL database thinking we might have a limit there, but it didn't occur to me to check the web server. We are using Apache 2.4.6 (CentOS). 

It doesn?t appear we are setting LimitRequestBody and the default is supposedly unlimited. I tested setting it to MaxAttachmentSize just to see, but it didn?t change the behavior. I?ll take a look at other http settings to see if I can find anything that would be limiting the attachment size. I don?t believe we had any similar settings in our old RT 3.8.8 configs though.

Regards,
-liam

-There are uncountably more irrational fears than rational ones. -P. Dolan
Liam Forbes     loforbes at alaska.edu     ph: 907-450-8618 fax: 907-450-8601
UAF Research Computing Systems Senior HPC Engineer            LPIC1, CISSP

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From dave.a.florek at gmail.com  Wed Apr 27 14:08:51 2016
From: dave.a.florek at gmail.com (Dave Florek)
Date: Wed, 27 Apr 2016 14:08:51 -0400
Subject: [rt-users] Importing ticketing data into the RT SQL database
In-Reply-To: <d634345bb56b4ad58888bbfb4c377eb9@USNAEXCP1.pc.cognex.com>
References: <CA+M9YC=_tzE6zLm=bV9X1NwiSJPbsHmQnDHx2QBQK_SDGbJH8A@mail.gmail.com>
 <d634345bb56b4ad58888bbfb4c377eb9@USNAEXCP1.pc.cognex.com>
Message-ID: <CA+M9YCkjzoYVwqYdJ13DDLHW-A7Yozp7p33+jKSPkM4xckwU1g@mail.gmail.com>

Hi Brent,

Thanks for the heads up. Does Best Practical keep any updated documentation
on the RT CLI syntax somewhere as the RT versions change? I have the
Essentials book and the Wikia has some useful information, but I'd like
something that provides in-depth coverage. I made several custom fields, so
I'm not sure how that would change the CLI inputs. This is going to be a
fun expedition.

Sincerely,
Dave

On Wed, Apr 27, 2016 at 1:05 PM, Parish, Brent <bparish at cognex.com> wrote:

> Hi Dave
>
>
>
> I would strongly recommend against importing ticket data directly into the
> RT database, I sincerely doubt you will end up with anything usable!
>
> There are a myriad of internal references (very normalized table
> structure, as I?m sure you saw).
>
>
>
> There may be better ways to do it, but when I had to  shift tickets from
> two different support tools into RT I wrote an importer to do it.
>
> The importer used RT?s command line interface to push the old systems into
> RT, one ticket at a time.
>
> That way, RT creates all the requisite references, objects, etc.
>
>
>
> As to adding your own fields to the RT database, I cannot answer that,
> sorry!
>
>
>
> -          Brent
>
>
>
>
>
>
>
> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On
> Behalf Of *Dave Florek
> *Sent:* Wednesday, April 27, 2016 12:31 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Importing ticketing data into the RT SQL database
>
>
>
> Hi,
>
>
>
> I'm about to import a large amount of ticketing data into the RT SQL
> database. I spotted three sections in the SQL db (objectcustomfieldvalues,
> attachments, tickets) to import the data to. Since I'm unfamiliar with the
> db backend, can I generate any of my own set of identifiers as long as they
> aren't duplicate of the identifiers that are already present in the SQL db?
>
>
>
> Thanks in advance,
>
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From bparish at cognex.com  Wed Apr 27 14:15:43 2016
From: bparish at cognex.com (Parish, Brent)
Date: Wed, 27 Apr 2016 18:15:43 +0000
Subject: [rt-users] Importing ticketing data into the RT SQL database
In-Reply-To: <CA+M9YCkjzoYVwqYdJ13DDLHW-A7Yozp7p33+jKSPkM4xckwU1g@mail.gmail.com>
References: <CA+M9YC=_tzE6zLm=bV9X1NwiSJPbsHmQnDHx2QBQK_SDGbJH8A@mail.gmail.com>
 <d634345bb56b4ad58888bbfb4c377eb9@USNAEXCP1.pc.cognex.com>
 <CA+M9YCkjzoYVwqYdJ13DDLHW-A7Yozp7p33+jKSPkM4xckwU1g@mail.gmail.com>
Message-ID: <ae7b55d0562b4b7194043a697fdd839d@USNAEXCP1.pc.cognex.com>

Hi Dave

Documentation can be found here:  https://www.bestpractical.com/docs/rt/4.4/

Not sure which side you made the custom fields on?  If you mean in the old system that you are importing into RT, it shouldn?t be an issue (not from the RT side I mean).
RT has some fantastic support for custom fields.  Some of the fields from the old systems that I exported (and imported into RT) went into stock/out-of-the-box RT fields (e.g. subject, date started, etc).  Others went into custom fields I had created in RT for the import.  These can be easily created and maintained via the RT web interface.
The CLI interface supports data entry into RT custom fields, as do the REST and Command-by-mail interfaces.




From: Dave Florek [mailto:dave.a.florek at gmail.com]
Sent: Wednesday, April 27, 2016 2:09 PM
To: Parish, Brent <bparish at cognex.com>
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Importing ticketing data into the RT SQL database

Hi Brent,

Thanks for the heads up. Does Best Practical keep any updated documentation on the RT CLI syntax somewhere as the RT versions change? I have the Essentials book and the Wikia has some useful information, but I'd like something that provides in-depth coverage. I made several custom fields, so I'm not sure how that would change the CLI inputs. This is going to be a fun expedition.

Sincerely,
Dave

On Wed, Apr 27, 2016 at 1:05 PM, Parish, Brent <bparish at cognex.com<mailto:bparish at cognex.com>> wrote:
Hi Dave

I would strongly recommend against importing ticket data directly into the RT database, I sincerely doubt you will end up with anything usable!
There are a myriad of internal references (very normalized table structure, as I?m sure you saw).

There may be better ways to do it, but when I had to  shift tickets from two different support tools into RT I wrote an importer to do it.
The importer used RT?s command line interface to push the old systems into RT, one ticket at a time.
That way, RT creates all the requisite references, objects, etc.

As to adding your own fields to the RT database, I cannot answer that, sorry!


-          Brent



From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Dave Florek
Sent: Wednesday, April 27, 2016 12:31 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: [rt-users] Importing ticketing data into the RT SQL database

Hi,

I'm about to import a large amount of ticketing data into the RT SQL database. I spotted three sections in the SQL db (objectcustomfieldvalues, attachments, tickets) to import the data to. Since I'm unfamiliar with the db backend, can I generate any of my own set of identifiers as long as they aren't duplicate of the identifiers that are already present in the SQL db?

Thanks in advance,

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From jeffrey.pilant at bayer.com  Wed Apr 27 14:48:19 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Wed, 27 Apr 2016 18:48:19 +0000
Subject: [rt-users] problems attaching files
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D6EBF3@MOXCXR.na.bayer.cnb>

liam writes: 
>We are using RT 4.4.0 and appear to be having problems attaching files 
>over some size around 100k. If we try to send an email with a larger 
>attachment, the mail message just drops on the floor. If we try to attach
>a file through the web interface, the icon has an X over it and an error
>message appears when the mouse hovers over it, plus the attachment is
>dropped if we try to save the edit.
>
>Looking in the log I don?t see any messages being generated in either case.
>I do see messages generated when a file is successfully attached though.
>Our current attachment size settings should allow larger files than ~100k.
>
>Set($MaxAttachmentSize, 10485760);  # 10MB
>Set($TruncateLongAttachments, "true");
>
>I'm not sure what else to look at to determine what?s happening or where
>things are failing. Have I somehow mis-set the config, or could this be
>a bug in 4.4.0?

>From the RT Wiki:
  If you are using MYSQL, it also has a limit.
  for mysqld < 4.0.2 syntax under mysqld is:
      set-variable = max_allowed_packet=10M
  for mysqld > 4.0.2 syntax under mysqld is:
      max_allowed_packet=10M

  Please refer to http://dev.mysql.com/doc/mysql/en/Program_variables.html

/jeff

________________________________________________________________________
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________________________________________________________________________


From loforbes at alaska.edu  Wed Apr 27 14:56:33 2016
From: loforbes at alaska.edu (Liam Forbes)
Date: Wed, 27 Apr 2016 10:56:33 -0800
Subject: [rt-users] problems attaching files
In-Reply-To: <mailman.1154.1461782908.2359.rt-users@lists.bestpractical.com>
References: <mailman.1154.1461782908.2359.rt-users@lists.bestpractical.com>
Message-ID: <532ED12B-ECE7-4A6F-ADCE-4C55A77B8A50@alaska.edu>

On Apr 27, 2016, at 10:48 AM, rt-users-request at lists.bestpractical.com wrote:
> Message: 4
> Date: Wed, 27 Apr 2016 09:17:52 -0800
> From: Liam Forbes <loforbes at alaska.edu <mailto:loforbes at alaska.edu>>
> To: rt-users at lists.bestpractical.com <mailto:rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] problems attaching files
> Message-ID: <4D5249A2-1E43-44DF-B5CB-4D49A0FC5388 at alaska.edu <mailto:4D5249A2-1E43-44DF-B5CB-4D49A0FC5388 at alaska.edu>>
> Content-Type: text/plain; charset="utf-8"
> 
> Martin,
> 
> I poked around at the MySQL database thinking we might have a limit there, but it didn't occur to me to check the web server. We are using Apache 2.4.6 (CentOS). 


Turns out the problem was a combination of limits in MySQL, Apache/FCGI, & RT. Once I got them all set properly, adding attachments up to our chosen limit it working. Thanks for the help Martin.

Regards,
-liam

-There are uncountably more irrational fears than rational ones. -P. Dolan
Liam Forbes     loforbes at alaska.edu     ph: 907-450-8618 fax: 907-450-8601
UAF Research Computing Systems Senior HPC Engineer            LPIC1, CISSP

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From fmeehan at vuwall.com  Wed Apr 27 15:44:21 2016
From: fmeehan at vuwall.com (=?UTF-8?Q?Fran=C3=A7ois_Meehan?=)
Date: Wed, 27 Apr 2016 15:44:21 -0400
Subject: [rt-users] Inversion of correspondence content in email
Message-ID: <CABKDuu4cs03m4yeY0BdCRka=4sPDv-jJeKZo1c3W-jS+J55Bfw@mail.gmail.com>

Hi,

How can I change the "Admin Comment in HTML" template so it will first show
the message and then RT  header of Date:request no. was acted upon by ....

Regards,

-- 

*Fran?ois MEEHAN*
Technical Support | Support Technique
*VuWall Technology, Inc.*


*Tel:* +1 514-505-4436
*Skype:* VuWall-Support
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From elacour at easter-eggs.com  Wed Apr 27 16:46:51 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 27 Apr 2016 22:46:51 +0200
Subject: [rt-users] Importing ticketing data into the RT SQL database
In-Reply-To: <CA+M9YC=_tzE6zLm=bV9X1NwiSJPbsHmQnDHx2QBQK_SDGbJH8A@mail.gmail.com>
References: <CA+M9YC=_tzE6zLm=bV9X1NwiSJPbsHmQnDHx2QBQK_SDGbJH8A@mail.gmail.com>
Message-ID: <5721253B.3060009@easter-eggs.com>

Le 27/04/2016 18:30, Dave Florek a ?crit :
> Hi,
> 
> I'm about to import a large amount of ticketing data into the RT SQL
> database. I spotted three sections in the SQL db
> (objectcustomfieldvalues, attachments, tickets) to import the data to.
> Since I'm unfamiliar with the db backend, can I generate any of my own
> set of identifiers as long as they aren't duplicate of the identifiers
> that are already present in the SQL db?
> 
> 

I strongly suggest to use the RT perl API by writting a script taht does
sql in source DB and create tickets/users/rt objects using the RT API.
Doing this with RT cli is possible but will be very slow will not allow
you to skip some internal RT auto-et of values (such as Created date for
transactions, tickets, ...).

Here is an example script I did to import tickets from a third party DB
(ICW) into RT. It's just an example as it was done for a one shot
execution and very specific needs, but this way we imported more than
300k tickets with users/history/customfields.




-- 
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
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From ktm at rice.edu  Thu Apr 28 15:46:40 2016
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 28 Apr 2016 14:46:40 -0500
Subject: [rt-users] LDAPImport format options?
Message-ID: <20160428194639.GL25418@aart.rice.edu>

Hi RT users,

I am configuring the LDAPImport extension to replace an ancient local
script with similar functionality and I am running into a format problem.
I would like to have the RealName field as "surname, givenname". I can
easily do "givenname surname" by just using the appropriate LDAP
attributes. Is there any way to manage that change during the import
process?

Regards,
Ken


From jbrandt at bestpractical.com  Thu Apr 28 16:06:51 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Thu, 28 Apr 2016 16:06:51 -0400
Subject: [rt-users] LDAPImport format options?
In-Reply-To: <20160428194639.GL25418@aart.rice.edu>
References: <20160428194639.GL25418@aart.rice.edu>
Message-ID: <57226D5B.2010705@bestpractical.com>

Hi Ken,

LDAPImport accepts a subroutine reference in the mapping section, so if 
you need to manipulate a value or grab multiple values, you can write 
some code to do it. There is an example of accessing the LDAP attributes 
in a short subroutine in the docs:

https://metacpan.org/pod/RT::Extension::LDAPImport#CONFIGURATION

Jim

On 4/28/16 3:46 PM, ktm at rice.edu wrote:
> Hi RT users,
>
> I am configuring the LDAPImport extension to replace an ancient local
> script with similar functionality and I am running into a format problem.
> I would like to have the RealName field as "surname, givenname". I can
> easily do "givenname surname" by just using the appropriate LDAP
> attributes. Is there any way to manage that change during the import
> process?
>
> Regards,
> Ken
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>


From joel.bergmark at t3.se  Thu Apr 28 17:10:18 2016
From: joel.bergmark at t3.se (Joel Bergmark)
Date: Thu, 28 Apr 2016 21:10:18 +0000
Subject: [rt-users] Migrate Mysql to Postgresql - Sequence script?
Message-ID: <e47b5273e4384eaab32fed6d3294896b@T3EX01.t3s.local>

Hi all,

Im migrating our installation to postgres on a new vps, found this regadring sequencing fix with a "Update-Pg-Sequences.sh" but this guide is for RT 4.2 and im running 4.4. I have imported the database and everything looks perfectly fine in RT webui, so this shell script makes me a bit afraid to miss something crucial.

So is this necessary to run on 4.4 installations?

http://requesttracker.wikia.com/wiki/MigrateMysql2PostgresqlV4

Thanks for any information :)



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From dave.a.florek at gmail.com  Fri Apr 29 13:20:32 2016
From: dave.a.florek at gmail.com (Dave Florek)
Date: Fri, 29 Apr 2016 13:20:32 -0400
Subject: [rt-users] RT CLI login
Message-ID: <CA+M9YCmPQ=XwaXhWVpkeW7ptWjY0KUKGjntO3fpXE6zmZs9Orw@mail.gmail.com>

Hi,

I'm trying to use RT CLI to issue several commands however it asks for a
password and none of the ones I initially generated are working. Does the
rt cli program use the root password to work? I get an error (302) found
each time I attempt a login.

Sincerely,
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From dustin at bestpractical.com  Fri Apr 29 14:02:09 2016
From: dustin at bestpractical.com (Dustin Graves)
Date: Fri, 29 Apr 2016 14:02:09 -0400
Subject: [rt-users] RT CLI login
In-Reply-To: <CA+M9YCmPQ=XwaXhWVpkeW7ptWjY0KUKGjntO3fpXE6zmZs9Orw@mail.gmail.com>
References: <CA+M9YCmPQ=XwaXhWVpkeW7ptWjY0KUKGjntO3fpXE6zmZs9Orw@mail.gmail.com>
Message-ID: <CADE440B-7C51-41B7-ACD8-7CE09D93E743@bestpractical.com>

Hi Dave,

There are two ways to authenticate for the RT CLI.

The first is environment variables RTUSER and RTPASSWD

The second is an RT Config file .rtrc in your user?s home directory:
server http://your.rt4.installation <http://your.rt4.installation/>
user your.rtusername
passwd your rt password

I would verify that you can login to RT with your credentials before using the CLI if you have doubts as to their validity. You can use any user with the CLI, but you will be limited by their permissions. Generally it is recommended to make a user specifically for use with the CLI so you can grant only the permissions that you need.

You can take a look at the wiki here for more information: http://requesttracker.wikia.com/wiki/CLI <http://requesttracker.wikia.com/wiki/CLI>

Thank you,
Dustin

> On Apr 29, 2016, at 1:20 PM, Dave Florek <dave.a.florek at gmail.com> wrote:
> 
> Hi,
> 
> I'm trying to use RT CLI to issue several commands however it asks for a password and none of the ones I initially generated are working. Does the rt cli program use the root password to work? I get an error (302) found each time I attempt a login.
> 
> Sincerely,
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

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From androponia at gmail.com  Sat Apr 30 16:39:11 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Sat, 30 Apr 2016 20:39:11 +0000
Subject: [rt-users] (no subject)
In-Reply-To: <CAAa7ZaixvMJ9v-n6FHWp5hm7ZB0NLkEi7ZxrwyfecAyTDSCZkQ@mail.gmail.com>
References: <CAAa7Zai1-eRr1NbL9jKFgG4eQ6FhdJJQyr7jPGXiHVg38_jJpg@mail.gmail.com>
 <CAFmBDBpE3f64GoYg32kcguh7vRq8MnEisQk6WwA4MUPq91gq-w@mail.gmail.com>
 <CAAa7ZagzGitRQzpdWZWP2wbqLypdHca+shOqzHw3CHnN55qrkg@mail.gmail.com>
 <5720B8A6.5080107@bestpractical.com>
 <CAAa7ZaixvMJ9v-n6FHWp5hm7ZB0NLkEi7ZxrwyfecAyTDSCZkQ@mail.gmail.com>
Message-ID: <CAAa7ZajiRWB5uZMJ+7ScYr5HsO--0rS1FwWxi0QHtqETu3ER9Q@mail.gmail.com>

Hi, i check the permission and i give 777 for the directory rt and keeps
the error.

[root at rt rt4]# perl -v

This is perl 5, version 16, subversion 3 (v5.16.3) built for
x86_64-linux-thread-multi
(with 28 registered patches, see perl -V for more detail)


El mi?., 27 abr. 2016 a las 14:17, Andrea Caputto (<androponia at gmail.com>)
escribi?:

> OK i will check out thanks!
>
> El mi?., 27 abr. 2016 a las 10:03, Jim Brandt (<jbrandt at bestpractical.com>)
> escribi?:
>
>> First two things to check:
>>
>> 1) Is Apache using the same perl you're using in your shell? Servers can
>> often end up with multiple perl installs.
>>
>> 2) Check permissions and make sure Apache can read the Scope::Upper
>> files. Sometimes modules installed with a particular user, like root,
>> can have permissions set incorrectly so other users/processes can't use
>> them.
>>
>> On 4/26/16 6:18 PM, Andrea Caputto wrote:
>> > Apache versi?n is 2.4 , Apache + mod perl
>> >
>> > I am upgrading from 4.2.1 to 4.4
>> > El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
>> > <thiago.cristino at gmail.com <mailto:thiago.cristino at gmail.com>>
>> escribi?:
>> >
>> >     Hi,
>> >     Andrea, please tell more about your environment :
>> >     What's your Apache version ?
>> >     RT was running over Apache + mod_perl, apache + fastcgi or apache +
>> >     fastcgi + suexec?
>> >
>> >
>> >
>> >
>> >     2016-04-26 15:40 GMT-03:00 Andrea Caputto <androponia at gmail.com
>> >     <mailto:androponia at gmail.com>>:
>> >
>> >         Hi, i was doing the upgrade, and everything was right, but now
>> >         when i try to start apache :
>> >
>> >         Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26
>> >         13:30:01 UYT. --
>> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>..... httpd[7736]:
>> >         AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
>> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.....httpd[7736]:
>> >         *Can't locate Scope/Upper.pm in @INC (@INC contains:
>> >         /opt/rt4/sbin/../local/li*
>> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.......
>> systemd[1]:
>> >         httpd.service: main process exited, code=exited,
>> status=1/FAILURE
>> >         abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>... kill[7739]:
>> >         kill: cannot find process ""
>> >         abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>..... systemd[1]:
>> >         httpd.service: control process exited, code=exited status=1
>> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.... systemd[1]:
>> >         Failed to start The Apache HTTP Server.
>> >
>> >
>> >         [root at rt sbin]# perl -MCPAN -e 'install Scope::Upper'
>> >         Reading '/root/.local/share/.cpan/Metadata'
>> >            Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
>> >         Scope::Upper is up to date (0.28).
>> >
>> >
>> >         and testdeps seems ok.
>> >         --
>> >         Andrea Caputto
>> >
>> >         ---------
>> >         RT 4.4 and RTIR Training Sessions
>> https://bestpractical.com/training
>> >         * Washington DC - May 23 & 24, 2016
>> >
>> >
>> > --
>> > Andrea Caputto
>> >
>> >
>> > ---------
>> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> > * Washington DC - May 23 & 24, 2016
>> >
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
> --
> Andrea Caputto
>
-- 
Andrea Caputto
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From androponia at gmail.com  Sat Apr 30 16:39:47 2016
From: androponia at gmail.com (Andrea Caputto)
Date: Sat, 30 Apr 2016 20:39:47 +0000
Subject: [rt-users] (no subject)
In-Reply-To: <CAAa7ZajiRWB5uZMJ+7ScYr5HsO--0rS1FwWxi0QHtqETu3ER9Q@mail.gmail.com>
References: <CAAa7Zai1-eRr1NbL9jKFgG4eQ6FhdJJQyr7jPGXiHVg38_jJpg@mail.gmail.com>
 <CAFmBDBpE3f64GoYg32kcguh7vRq8MnEisQk6WwA4MUPq91gq-w@mail.gmail.com>
 <CAAa7ZagzGitRQzpdWZWP2wbqLypdHca+shOqzHw3CHnN55qrkg@mail.gmail.com>
 <5720B8A6.5080107@bestpractical.com>
 <CAAa7ZaixvMJ9v-n6FHWp5hm7ZB0NLkEi7ZxrwyfecAyTDSCZkQ@mail.gmail.com>
 <CAAa7ZajiRWB5uZMJ+7ScYr5HsO--0rS1FwWxi0QHtqETu3ER9Q@mail.gmail.com>
Message-ID: <CAAa7ZagKfG0Kf9EgCBjnh3jVnBOKGgJVzGSa0n9u8n1xXrNAYA@mail.gmail.com>

sorry i i dont know how to check the apache version.

El s?b., 30 abr. 2016 a las 17:39, Andrea Caputto (<androponia at gmail.com>)
escribi?:

> Hi, i check the permission and i give 777 for the directory rt and keeps
> the error.
>
> [root at rt rt4]# perl -v
>
> This is perl 5, version 16, subversion 3 (v5.16.3) built for
> x86_64-linux-thread-multi
> (with 28 registered patches, see perl -V for more detail)
>
>
> El mi?., 27 abr. 2016 a las 14:17, Andrea Caputto (<androponia at gmail.com>)
> escribi?:
>
>> OK i will check out thanks!
>>
>> El mi?., 27 abr. 2016 a las 10:03, Jim Brandt (<jbrandt at bestpractical.com>)
>> escribi?:
>>
>>> First two things to check:
>>>
>>> 1) Is Apache using the same perl you're using in your shell? Servers can
>>> often end up with multiple perl installs.
>>>
>>> 2) Check permissions and make sure Apache can read the Scope::Upper
>>> files. Sometimes modules installed with a particular user, like root,
>>> can have permissions set incorrectly so other users/processes can't use
>>> them.
>>>
>>> On 4/26/16 6:18 PM, Andrea Caputto wrote:
>>> > Apache versi?n is 2.4 , Apache + mod perl
>>> >
>>> > I am upgrading from 4.2.1 to 4.4
>>> > El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
>>> > <thiago.cristino at gmail.com <mailto:thiago.cristino at gmail.com>>
>>> escribi?:
>>> >
>>> >     Hi,
>>> >     Andrea, please tell more about your environment :
>>> >     What's your Apache version ?
>>> >     RT was running over Apache + mod_perl, apache + fastcgi or apache +
>>> >     fastcgi + suexec?
>>> >
>>> >
>>> >
>>> >
>>> >     2016-04-26 15:40 GMT-03:00 Andrea Caputto <androponia at gmail.com
>>> >     <mailto:androponia at gmail.com>>:
>>> >
>>> >         Hi, i was doing the upgrade, and everything was right, but now
>>> >         when i try to start apache :
>>> >
>>> >         Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar
>>> 2016-04-26
>>> >         13:30:01 UYT. --
>>> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.....
>>> httpd[7736]:
>>> >         AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
>>> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.....httpd[7736]:
>>> >         *Can't locate Scope/Upper.pm in @INC (@INC contains:
>>> >         /opt/rt4/sbin/../local/li*
>>> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.......
>>> systemd[1]:
>>> >         httpd.service: main process exited, code=exited,
>>> status=1/FAILURE
>>> >         abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>... kill[7739]:
>>> >         kill: cannot find process ""
>>> >         abr 26 13:29:36 rt.. <http://rt.sonda.com.uy/>.....
>>> systemd[1]:
>>> >         httpd.service: control process exited, code=exited status=1
>>> >         abr 26 13:29:36 rt. <http://rt.sonda.com.uy/>.... systemd[1]:
>>> >         Failed to start The Apache HTTP Server.
>>> >
>>> >
>>> >         [root at rt sbin]# perl -MCPAN -e 'install Scope::Upper'
>>> >         Reading '/root/.local/share/.cpan/Metadata'
>>> >            Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
>>> >         Scope::Upper is up to date (0.28).
>>> >
>>> >
>>> >         and testdeps seems ok.
>>> >         --
>>> >         Andrea Caputto
>>> >
>>> >         ---------
>>> >         RT 4.4 and RTIR Training Sessions
>>> https://bestpractical.com/training
>>> >         * Washington DC - May 23 & 24, 2016
>>> >
>>> >
>>> > --
>>> > Andrea Caputto
>>> >
>>> >
>>> > ---------
>>> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>>> > * Washington DC - May 23 & 24, 2016
>>> >
>>> ---------
>>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>>> * Washington DC - May 23 & 24, 2016
>>>
>> --
>> Andrea Caputto
>>
> --
> Andrea Caputto
>
-- 
Andrea Caputto
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