From d.i.catalin at gmail.com Mon Feb 1 10:55:49 2016 From: d.i.catalin at gmail.com (Dumitru Catalin) Date: Mon, 01 Feb 2016 15:55:49 +0000 Subject: [rt-users] bug in rt-mailgate Message-ID: All email sent to RT is scanned by rt-mailgate for known commands. So far so good, but when a user sends an email with something like that:* ip: 10.0.0.0* the rt-mailgate try to interpret *ip* like a command and return an error email. How can i stop rt to interpret all the strings separated bi ":" from email? Or how can i stop rt to send the error email? Thank You! -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Mon Feb 1 11:53:36 2016 From: bparish at cognex.com (Parish, Brent) Date: Mon, 1 Feb 2016 16:53:36 +0000 Subject: [rt-users] bug in rt-mailgate In-Reply-To: References: Message-ID: I think if you leave a few blank lines at the top of the email it should be ok. I ran into this when people forwarded email but added no extra lines, so the Command-by-mail extension would intepret ?From: someone at mail.com? at the top of the email body as a command. Unless someone has better ideas, you could also edit RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm Somewhere around line 228, add this: last if $line =~ /^(from:)/i; (or in your case, replace the ?from:? with ?ip:?) - Brent From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dumitru Catalin Sent: Monday, February 01, 2016 10:56 AM To: rt-users Subject: [rt-users] bug in rt-mailgate All email sent to RT is scanned by rt-mailgate for known commands. So far so good, but when a user sends an email with something like that: ip: 10.0.0.0 the rt-mailgate try to interpret ip like a command and return an error email. How can i stop rt to interpret all the strings separated bi ":" from email? Or how can i stop rt to send the error email? Thank You! -------------- next part -------------- An HTML attachment was scrubbed... URL: From brennanma at gmail.com Mon Feb 1 12:38:33 2016 From: brennanma at gmail.com (Matt Brennan) Date: Mon, 1 Feb 2016 12:38:33 -0500 Subject: [rt-users] Timezone Issue Message-ID: Good Day, I am running RT 4.2.12. The system clock is in GMT, and all messages are logged in GMT. It is running Ubuntu 14.04.3 LTS. We are running Apache2 with modperl. The timezone, in RT_SiteConfig, is set to "America/New_York" which exists in /usr/share/zoneinfo. However, whatever a user sets their timezone to (we have users all over the world) it still shows as GMT for them. I have tried setting my timezone (in About Me) to America/New_York, EST5EDT and EST. No matter what, I still see GMT. Anyone thoughts are appreciated. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From kcreasy at aph.org Mon Feb 1 13:06:20 2016 From: kcreasy at aph.org (Keith Creasy) Date: Mon, 1 Feb 2016 18:06:20 +0000 Subject: [rt-users] Time left... RE: Display time worked in search results in hours only In-Reply-To: References: <0CCA574EA07BCC48BB2161AADC8B92B740572ADB@WINSRVEX10.aph.org> <0CCA574EA07BCC48BB2161AADC8B92B740572EBD@WINSRVEX10.aph.org> Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B74058B8D5@WINSRVEX10.aph.org> Well, no definitive response on this. Does anyone from Best Practical even read these? I can probably fix the problem is someone can just point me to where it should bee fixed. Basically I want Time Estimated, TimeWorked, and TimeLeft to always be in hours both for entry and for display in searches, charts, and tickets. Years, months, and days are irrelevant for our purposes. I don't think specific test criteria is necessary, the problem is plain if you just create a search with the three fields in question displayed. The same for charts and TimeWorked. I just created a chart that requested a summary of time worked and got "3m 5d 4h" which is pretty meaningless, especially since several people have applied tie worked to the tickets. Thanks in advance for any assistance. Keith -----Original Message----- From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Sent: Tuesday, January 26, 2016 3:37 PM To: Keith Creasy Subject: Re: [rt-users] Time left... RE: Display time worked in search results in hours only On Tue, Jan 26, 2016 at 2:31 PM, Keith Creasy wrote: > That is strange. They are converting somewhere. > > I wish all these columns would respect the user settings, minutes or hours. If you give time left a value of 100 hours the search displays 4 days which is not all all what we want. Either minutes or hours would work though we prefer hours. Perhaps file a bug report with definitive failure test cases. -m > > -----Original Message----- > From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] > Sent: Tuesday, January 26, 2016 2:39 PM > To: Keith Creasy > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Time left... RE: Display time worked in search > results in hours only > > On Tue, Jan 26, 2016 at 12:17 PM, Keith Creasy wrote: >> OK, I see that I made a mistake in the subject line. >> >> I mean "Time Left" as in the body and not "Time Worked" as in the subject. > > It is strange. I put the three fields into the display of a search. > Only "Time Left" is displayed in hours, the other two fields (Time > Worked and Time Estimated) show up in minutes. Looking at the column > map: > > TimeWorked => { > attribute => 'TimeWorked', > title => 'Time Worked', # loc > value => sub { return $_[0]->TimeWorkedAsString } > }, > TimeLeft => { > attribute => 'TimeLeft', > title => 'Time Left', # loc > value => sub { return $_[0]->TimeLeftAsString } > }, > TimeEstimated => { > attribute => 'TimeEstimated', > title => 'Time Estimated', # loc > value => sub { return $_[0]->TimeEstimatedAsString } > }, > > And here's the code for displaying the time: > > sub _DurationAsString { > my $self = shift; > my $value = shift; > return "" unless $value; > if ($value < 60) { > return $self->loc("[quant,_1,minute,minutes]", $value); > } else { > my $h = sprintf("%.2f", $value / 60 ); > return $self->loc("[quant,_1,hour,hours] ([quant,_2,minute,minutes])", $h, $value); > } > } > > Here are the ticket values: > > Estimated: 16.7 hours (1,000 minutes) > Worked: 10 hours (600 minutes) > Left: 8.3 hours (500 minutes) > > And here is what is displayed in the search: > > 1000 > 600 > 8 hours > > Something seems to be amiss with _DurationAsString. > > -m > >> >> My version is 4.2.7 >> >> >> -----Original Message----- >> From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] >> Sent: Tuesday, January 26, 2016 12:47 PM >> To: Keith Creasy >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Display time worked in search results in >> hours only >> >> Hi Keith, >> >> On Tue, Jan 26, 2016 at 11:29 AM, Keith Creasy wrote: >>> Hi. I?m going to try this but so far I?ve gotten little or no >>> response to anything I?ve asked. >> >> What version of RT are you running? >> >>> It appears that if you put the ?Time Left? field in a search result >>> it tries to convert to days, which in our case is just confusing as >>> we are tracking actual work hours and not calendar time. >> >> Are you talking about a query predicate or the formatting of the displayed results? >> >> I'm running 4.2 and did a quick test and the displayed "Time Worked" >> was in minutes. >> >> -m >> >> --------- >> RT 4.4 and RTIR Training Sessions >> (http://bestpractical.com/services/training.html) >> * Hamburg Germany March 14 & 15, 2016 From jbrandt at bestpractical.com Mon Feb 1 14:03:57 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Mon, 1 Feb 2016 14:03:57 -0500 Subject: [rt-users] Time left... RE: Display time worked in search results in hours only In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B74058B8D5@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B740572ADB@WINSRVEX10.aph.org> <0CCA574EA07BCC48BB2161AADC8B92B740572EBD@WINSRVEX10.aph.org> <0CCA574EA07BCC48BB2161AADC8B92B74058B8D5@WINSRVEX10.aph.org> Message-ID: <56AFAC1D.30800@bestpractical.com> Hi Keith, Yes, we read the mail that comes to the various lists and other places people post questions about RT. Unfortunately we don't have time to reply to all of the questions users have, but the rt-users list has a great volunteer community and I see you got some replies. Looking below, I think you found the right section of the code. I think the best approach would be to add some column maps with the formats you want. The process to do that is documented here: https://bestpractical.com/docs/rt/4.2/customizing/search_result_columns.html Good luck! Jim On 2/1/16 1:06 PM, Keith Creasy wrote: > Well, no definitive response on this. Does anyone from Best Practical even read these? > > > I can probably fix the problem is someone can just point me to where it should bee fixed. Basically I want Time Estimated, TimeWorked, and TimeLeft to always be in hours both for entry and for display in searches, charts, and tickets. Years, months, and days are irrelevant for our purposes. I don't think specific test criteria is necessary, the problem is plain if you just create a search with the three fields in question displayed. The same for charts and TimeWorked. I just created a chart that requested a summary of time worked and got "3m 5d 4h" which is pretty meaningless, especially since several people have applied tie worked to the tickets. > > > Thanks in advance for any assistance. > > Keith > > -----Original Message----- > From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] > Sent: Tuesday, January 26, 2016 3:37 PM > To: Keith Creasy > Subject: Re: [rt-users] Time left... RE: Display time worked in search results in hours only > > On Tue, Jan 26, 2016 at 2:31 PM, Keith Creasy wrote: >> That is strange. They are converting somewhere. >> >> I wish all these columns would respect the user settings, minutes or hours. If you give time left a value of 100 hours the search displays 4 days which is not all all what we want. Either minutes or hours would work though we prefer hours. > Perhaps file a bug report with definitive failure test cases. > > > > -m > >> -----Original Message----- >> From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] >> Sent: Tuesday, January 26, 2016 2:39 PM >> To: Keith Creasy >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Time left... RE: Display time worked in search >> results in hours only >> >> On Tue, Jan 26, 2016 at 12:17 PM, Keith Creasy wrote: >>> OK, I see that I made a mistake in the subject line. >>> >>> I mean "Time Left" as in the body and not "Time Worked" as in the subject. >> It is strange. I put the three fields into the display of a search. >> Only "Time Left" is displayed in hours, the other two fields (Time >> Worked and Time Estimated) show up in minutes. Looking at the column >> map: >> >> TimeWorked => { >> attribute => 'TimeWorked', >> title => 'Time Worked', # loc >> value => sub { return $_[0]->TimeWorkedAsString } >> }, >> TimeLeft => { >> attribute => 'TimeLeft', >> title => 'Time Left', # loc >> value => sub { return $_[0]->TimeLeftAsString } >> }, >> TimeEstimated => { >> attribute => 'TimeEstimated', >> title => 'Time Estimated', # loc >> value => sub { return $_[0]->TimeEstimatedAsString } >> }, >> >> And here's the code for displaying the time: >> >> sub _DurationAsString { >> my $self = shift; >> my $value = shift; >> return "" unless $value; >> if ($value < 60) { >> return $self->loc("[quant,_1,minute,minutes]", $value); >> } else { >> my $h = sprintf("%.2f", $value / 60 ); >> return $self->loc("[quant,_1,hour,hours] ([quant,_2,minute,minutes])", $h, $value); >> } >> } >> >> Here are the ticket values: >> >> Estimated: 16.7 hours (1,000 minutes) >> Worked: 10 hours (600 minutes) >> Left: 8.3 hours (500 minutes) >> >> And here is what is displayed in the search: >> >> 1000 >> 600 >> 8 hours >> >> Something seems to be amiss with _DurationAsString. >> >> -m >> >>> My version is 4.2.7 >>> >>> >>> -----Original Message----- >>> From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] >>> Sent: Tuesday, January 26, 2016 12:47 PM >>> To: Keith Creasy >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Display time worked in search results in >>> hours only >>> >>> Hi Keith, >>> >>> On Tue, Jan 26, 2016 at 11:29 AM, Keith Creasy wrote: >>>> Hi. I?m going to try this but so far I?ve gotten little or no >>>> response to anything I?ve asked. >>> What version of RT are you running? >>> >>>> It appears that if you put the ?Time Left? field in a search result >>>> it tries to convert to days, which in our case is just confusing as >>>> we are tracking actual work hours and not calendar time. >>> Are you talking about a query predicate or the formatting of the displayed results? >>> >>> I'm running 4.2 and did a quick test and the displayed "Time Worked" >>> was in minutes. >>> >>> -m >>> >>> --------- >>> RT 4.4 and RTIR Training Sessions >>> (http://bestpractical.com/services/training.html) >>> * Hamburg Germany March 14 & 15, 2016 > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From kcreasy at aph.org Mon Feb 1 14:10:36 2016 From: kcreasy at aph.org (Keith Creasy) Date: Mon, 1 Feb 2016 19:10:36 +0000 Subject: [rt-users] Time left... RE: Display time worked in search results in hours only In-Reply-To: <56AFAC1D.30800@bestpractical.com> References: <0CCA574EA07BCC48BB2161AADC8B92B740572ADB@WINSRVEX10.aph.org> <0CCA574EA07BCC48BB2161AADC8B92B740572EBD@WINSRVEX10.aph.org> <0CCA574EA07BCC48BB2161AADC8B92B74058B8D5@WINSRVEX10.aph.org> <56AFAC1D.30800@bestpractical.com> Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B74058BBB5@WINSRVEX10.aph.org> Thanks, this is helpful but I'm not sure it provides what I want. For some reason the search column for TimeWorked does display in minutes, maybe I can fix it so that it uses hours at least, but the TimeWorked summary in "Charts" shows calendar units. Will modifying the column map fix that? I'll give it a try. Thanks again. Keith -----Original Message----- From: Jim Brandt [mailto:jbrandt at bestpractical.com] Sent: Monday, February 01, 2016 2:04 PM To: Keith Creasy; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Time left... RE: Display time worked in search results in hours only Hi Keith, Yes, we read the mail that comes to the various lists and other places people post questions about RT. Unfortunately we don't have time to reply to all of the questions users have, but the rt-users list has a great volunteer community and I see you got some replies. Looking below, I think you found the right section of the code. I think the best approach would be to add some column maps with the formats you want. The process to do that is documented here: https://bestpractical.com/docs/rt/4.2/customizing/search_result_columns.html Good luck! Jim On 2/1/16 1:06 PM, Keith Creasy wrote: > Well, no definitive response on this. Does anyone from Best Practical even read these? > > > I can probably fix the problem is someone can just point me to where it should bee fixed. Basically I want Time Estimated, TimeWorked, and TimeLeft to always be in hours both for entry and for display in searches, charts, and tickets. Years, months, and days are irrelevant for our purposes. I don't think specific test criteria is necessary, the problem is plain if you just create a search with the three fields in question displayed. The same for charts and TimeWorked. I just created a chart that requested a summary of time worked and got "3m 5d 4h" which is pretty meaningless, especially since several people have applied tie worked to the tickets. > > > Thanks in advance for any assistance. > > Keith > > -----Original Message----- > From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] > Sent: Tuesday, January 26, 2016 3:37 PM > To: Keith Creasy > Subject: Re: [rt-users] Time left... RE: Display time worked in search > results in hours only > > On Tue, Jan 26, 2016 at 2:31 PM, Keith Creasy wrote: >> That is strange. They are converting somewhere. >> >> I wish all these columns would respect the user settings, minutes or hours. If you give time left a value of 100 hours the search displays 4 days which is not all all what we want. Either minutes or hours would work though we prefer hours. > Perhaps file a bug report with definitive failure test cases. > > > > -m > >> -----Original Message----- >> From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] >> Sent: Tuesday, January 26, 2016 2:39 PM >> To: Keith Creasy >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Time left... RE: Display time worked in >> search results in hours only >> >> On Tue, Jan 26, 2016 at 12:17 PM, Keith Creasy wrote: >>> OK, I see that I made a mistake in the subject line. >>> >>> I mean "Time Left" as in the body and not "Time Worked" as in the subject. >> It is strange. I put the three fields into the display of a search. >> Only "Time Left" is displayed in hours, the other two fields (Time >> Worked and Time Estimated) show up in minutes. Looking at the column >> map: >> >> TimeWorked => { >> attribute => 'TimeWorked', >> title => 'Time Worked', # loc >> value => sub { return $_[0]->TimeWorkedAsString } >> }, >> TimeLeft => { >> attribute => 'TimeLeft', >> title => 'Time Left', # loc >> value => sub { return $_[0]->TimeLeftAsString } >> }, >> TimeEstimated => { >> attribute => 'TimeEstimated', >> title => 'Time Estimated', # loc >> value => sub { return $_[0]->TimeEstimatedAsString } >> }, >> >> And here's the code for displaying the time: >> >> sub _DurationAsString { >> my $self = shift; >> my $value = shift; >> return "" unless $value; >> if ($value < 60) { >> return $self->loc("[quant,_1,minute,minutes]", $value); >> } else { >> my $h = sprintf("%.2f", $value / 60 ); >> return $self->loc("[quant,_1,hour,hours] ([quant,_2,minute,minutes])", $h, $value); >> } >> } >> >> Here are the ticket values: >> >> Estimated: 16.7 hours (1,000 minutes) >> Worked: 10 hours (600 minutes) >> Left: 8.3 hours (500 minutes) >> >> And here is what is displayed in the search: >> >> 1000 >> 600 >> 8 hours >> >> Something seems to be amiss with _DurationAsString. >> >> -m >> >>> My version is 4.2.7 >>> >>> >>> -----Original Message----- >>> From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] >>> Sent: Tuesday, January 26, 2016 12:47 PM >>> To: Keith Creasy >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Display time worked in search results in >>> hours only >>> >>> Hi Keith, >>> >>> On Tue, Jan 26, 2016 at 11:29 AM, Keith Creasy wrote: >>>> Hi. I?m going to try this but so far I?ve gotten little or no >>>> response to anything I?ve asked. >>> What version of RT are you running? >>> >>>> It appears that if you put the ?Time Left? field in a search result >>>> it tries to convert to days, which in our case is just confusing as >>>> we are tracking actual work hours and not calendar time. >>> Are you talking about a query predicate or the formatting of the displayed results? >>> >>> I'm running 4.2 and did a quick test and the displayed "Time Worked" >>> was in minutes. >>> >>> -m >>> >>> --------- >>> RT 4.4 and RTIR Training Sessions >>> (http://bestpractical.com/services/training.html) >>> * Hamburg Germany March 14 & 15, 2016 > --------- > RT 4.4 and RTIR Training Sessions > (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From kcreasy at aph.org Mon Feb 1 15:08:26 2016 From: kcreasy at aph.org (Keith Creasy) Date: Mon, 1 Feb 2016 20:08:26 +0000 Subject: [rt-users] Customizing the column mapRE: Time left... RE: Display time worked in search results in hours only Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B74058CCF2@WINSRVEX10.aph.org> I do see in the code how to display the TimeLeft in minutes. Now I wonder if I want to modify the file in ./share/html/Elements/RT__Ticket/ColumnMap. Should this be done in a local callback? The example given is for adding a new search column but in this case I just want to override what is there for existing columns I'd actually like to modify TimeEstimated, TimeWorked, and TimeLeft to display in hours. Thanks. Keith -----Original Message----- From: Jim Brandt [mailto:jbrandt at bestpractical.com] Sent: Monday, February 01, 2016 2:04 PM To: Keith Creasy; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Time left... RE: Display time worked in search results in hours only Hi Keith, Yes, we read the mail that comes to the various lists and other places people post questions about RT. Unfortunately we don't have time to reply to all of the questions users have, but the rt-users list has a great volunteer community and I see you got some replies. Looking below, I think you found the right section of the code. I think the best approach would be to add some column maps with the formats you want. The process to do that is documented here: https://bestpractical.com/docs/rt/4.2/customizing/search_result_columns.html Good luck! Jim On 2/1/16 1:06 PM, Keith Creasy wrote: > Well, no definitive response on this. Does anyone from Best Practical even read these? > > > I can probably fix the problem is someone can just point me to where it should bee fixed. Basically I want Time Estimated, TimeWorked, and TimeLeft to always be in hours both for entry and for display in searches, charts, and tickets. Years, months, and days are irrelevant for our purposes. I don't think specific test criteria is necessary, the problem is plain if you just create a search with the three fields in question displayed. The same for charts and TimeWorked. I just created a chart that requested a summary of time worked and got "3m 5d 4h" which is pretty meaningless, especially since several people have applied tie worked to the tickets. > > > Thanks in advance for any assistance. > > Keith > > -----Original Message----- > From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] > Sent: Tuesday, January 26, 2016 3:37 PM > To: Keith Creasy > Subject: Re: [rt-users] Time left... RE: Display time worked in search > results in hours only > > On Tue, Jan 26, 2016 at 2:31 PM, Keith Creasy wrote: >> That is strange. They are converting somewhere. >> >> I wish all these columns would respect the user settings, minutes or hours. If you give time left a value of 100 hours the search displays 4 days which is not all all what we want. Either minutes or hours would work though we prefer hours. > Perhaps file a bug report with definitive failure test cases. > > > > -m > >> -----Original Message----- >> From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] >> Sent: Tuesday, January 26, 2016 2:39 PM >> To: Keith Creasy >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Time left... RE: Display time worked in >> search results in hours only >> >> On Tue, Jan 26, 2016 at 12:17 PM, Keith Creasy wrote: >>> OK, I see that I made a mistake in the subject line. >>> >>> I mean "Time Left" as in the body and not "Time Worked" as in the subject. >> It is strange. I put the three fields into the display of a search. >> Only "Time Left" is displayed in hours, the other two fields (Time >> Worked and Time Estimated) show up in minutes. Looking at the column >> map: >> >> TimeWorked => { >> attribute => 'TimeWorked', >> title => 'Time Worked', # loc >> value => sub { return $_[0]->TimeWorkedAsString } >> }, >> TimeLeft => { >> attribute => 'TimeLeft', >> title => 'Time Left', # loc >> value => sub { return $_[0]->TimeLeftAsString } >> }, >> TimeEstimated => { >> attribute => 'TimeEstimated', >> title => 'Time Estimated', # loc >> value => sub { return $_[0]->TimeEstimatedAsString } >> }, >> >> And here's the code for displaying the time: >> >> sub _DurationAsString { >> my $self = shift; >> my $value = shift; >> return "" unless $value; >> if ($value < 60) { >> return $self->loc("[quant,_1,minute,minutes]", $value); >> } else { >> my $h = sprintf("%.2f", $value / 60 ); >> return $self->loc("[quant,_1,hour,hours] ([quant,_2,minute,minutes])", $h, $value); >> } >> } >> >> Here are the ticket values: >> >> Estimated: 16.7 hours (1,000 minutes) >> Worked: 10 hours (600 minutes) >> Left: 8.3 hours (500 minutes) >> >> And here is what is displayed in the search: >> >> 1000 >> 600 >> 8 hours >> >> Something seems to be amiss with _DurationAsString. >> >> -m >> >>> My version is 4.2.7 >>> >>> >>> -----Original Message----- >>> From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] >>> Sent: Tuesday, January 26, 2016 12:47 PM >>> To: Keith Creasy >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Display time worked in search results in >>> hours only >>> >>> Hi Keith, >>> >>> On Tue, Jan 26, 2016 at 11:29 AM, Keith Creasy wrote: >>>> Hi. I?m going to try this but so far I?ve gotten little or no >>>> response to anything I?ve asked. >>> What version of RT are you running? >>> >>>> It appears that if you put the ?Time Left? field in a search result >>>> it tries to convert to days, which in our case is just confusing as >>>> we are tracking actual work hours and not calendar time. >>> Are you talking about a query predicate or the formatting of the displayed results? >>> >>> I'm running 4.2 and did a quick test and the displayed "Time Worked" >>> was in minutes. >>> >>> -m >>> >>> --------- >>> RT 4.4 and RTIR Training Sessions >>> (http://bestpractical.com/services/training.html) >>> * Hamburg Germany March 14 & 15, 2016 > --------- > RT 4.4 and RTIR Training Sessions > (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From mzagrabe at d.umn.edu Mon Feb 1 15:17:05 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 1 Feb 2016 14:17:05 -0600 Subject: [rt-users] Customizing the column mapRE: Time left... RE: Display time worked in search results in hours only In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B74058CCF2@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B74058CCF2@WINSRVEX10.aph.org> Message-ID: On Mon, Feb 1, 2016 at 2:08 PM, Keith Creasy wrote: > I do see in the code how to display the TimeLeft in minutes. Now I wonder if I want to modify the file in ./share/html/Elements/RT__Ticket/ColumnMap. I wouldn't. Should this be done in a local callback? This is what I'd do. -m From mays at win.net Mon Feb 1 15:53:41 2016 From: mays at win.net (Joseph Mays) Date: Mon, 1 Feb 2016 15:53:41 -0500 Subject: [rt-users] rt-server.fcgi hangs In-Reply-To: References: Message-ID: This is interesting. I wound up tabling RT for almost a year, am just now getting back to it and started over with installing it from scratch. I got it all set up, runs fine run from the command line on port 8080, went back to installing it under a new virtual host, got an error message, tried to figure it out, went looking for information on it, searched the mailing list, and found that I had asked about the same error message a year ago and never got a response. Error message is: FastCGI: incomplete headers (0 bytes) received from server "/usr/local/sbin/rt-server.fcgi" I?ll repost what my virtual host config is now.... FastCgiServer /usr/local/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 AddDefaultCharset UTF-8 ScriptAlias / /usr/local/sbin/rt-server.fcgi/ DocumentRoot "/usr/local/share/rt42/html" Require all granted Options +ExecCGI AddHandler fastcgi-script fcgi From: Joseph Mays Sent: Wednesday, March 25, 2015 12:45 PM To: Joseph Mays Subject: Re: [rt-users] mod_fastcgi hangs Tried reinstalling mod_fastcgi and changing the permissions of /usr/local/sbin/rt-server.fcgi to no avail. From: Joseph Mays Sent: Tuesday, March 24, 2015 5:04 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] mod_fastcgi hangs Running mod_fastcgi under apache 2.4 on FreeBSD 10.1. I believe it?s successfully calling mod_fastcgi now, but in the browser it just hangs. Here?s what I get in the logs when try to pull an info.php from the website.... [Tue Mar 24 16:58:45.988597 2015] [:error] [pid 86182] [client 216.24.33.245:65013] FastCGI: comm with server "/usr/local/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) [Tue Mar 24 16:58:45.989641 2015] [:error] [pid 86182] [client 216.24.33.245:65013] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/sbin/rt-server.fcgi" 216.24.33.245 - - [24/Mar/2015:16:53:45 -0400] "GET /info.php HTTP/1.1" 500 538 Here?s the vhost config I?m running under. FastCgiServer /usr/local/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 ServerAdmin webmaster at tickets.win.net DocumentRoot "/usr/local/www/apache24/data/rt42" ServerName tickets.win.net ErrorLog "/var/log/tickets.win.net-8080-error_log" CustomLog "/var/log/tickets.win.net-8080-access_log" common ScriptAlias / /usr/local/sbin/rt-server.fcgi/ AllowOverride None Require all granted AllowOverride None Require all granted AllowOverride None Require all granted AllowOverride None Require all granted Options +ExecCGI AddHandler fastcgi-script fcgi -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Mon Feb 1 16:26:01 2016 From: bparish at cognex.com (Parish, Brent) Date: Mon, 1 Feb 2016 21:26:01 +0000 Subject: [rt-users] rt-server.fcgi hangs In-Reply-To: References: Message-ID: Hi Unfortunately, problems like this can be related to so many things that it becomes time consuming to go back and forth a lot to troubleshoot it. I?m not sure if that?s why you received no responses last time or not, but it definitely had me leaning towards not responding. If you want to be sure to get it up and running, you can always engage Best Practical for that ? they offer consulting and professional services, a hosted option, all sorts of goodies. If you want to get it running to ?kick the tires? and see what its all about, I can imagine you would want to set it up yourself first to play with it. What platform are you running it on? What version of RT did you download from Best Practical? (it looks like maybe a pkg install from the path names) There is some great documentation on the Best Practical website. This page covers the various ways to set up the web server: https://www.bestpractical.com/docs/rt/4.4/web_deployment.html - Brent From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joseph Mays Sent: Monday, February 01, 2016 3:54 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] rt-server.fcgi hangs This is interesting. I wound up tabling RT for almost a year, am just now getting back to it and started over with installing it from scratch. I got it all set up, runs fine run from the command line on port 8080, went back to installing it under a new virtual host, got an error message, tried to figure it out, went looking for information on it, searched the mailing list, and found that I had asked about the same error message a year ago and never got a response. Error message is: FastCGI: incomplete headers (0 bytes) received from server "/usr/local/sbin/rt-server.fcgi" I?ll repost what my virtual host config is now.... FastCgiServer /usr/local/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 AddDefaultCharset UTF-8 ScriptAlias / /usr/local/sbin/rt-server.fcgi/ DocumentRoot "/usr/local/share/rt42/html" Require all granted Options +ExecCGI AddHandler fastcgi-script fcgi From: Joseph Mays Sent: Wednesday, March 25, 2015 12:45 PM To: Joseph Mays Subject: Re: [rt-users] mod_fastcgi hangs Tried reinstalling mod_fastcgi and changing the permissions of /usr/local/sbin/rt-server.fcgi to no avail. From: Joseph Mays Sent: Tuesday, March 24, 2015 5:04 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] mod_fastcgi hangs Running mod_fastcgi under apache 2.4 on FreeBSD 10.1. I believe it?s successfully calling mod_fastcgi now, but in the browser it just hangs. Here?s what I get in the logs when try to pull an info.php from the website.... [Tue Mar 24 16:58:45.988597 2015] [:error] [pid 86182] [client 216.24.33.245:65013] FastCGI: comm with server "/usr/local/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) [Tue Mar 24 16:58:45.989641 2015] [:error] [pid 86182] [client 216.24.33.245:65013] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/sbin/rt-server.fcgi" 216.24.33.245 - - [24/Mar/2015:16:53:45 -0400] "GET /info.php HTTP/1.1" 500 538 Here?s the vhost config I?m running under. FastCgiServer /usr/local/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 ServerAdmin webmaster at tickets.win.net DocumentRoot "/usr/local/www/apache24/data/rt42" ServerName tickets.win.net ErrorLog "/var/log/tickets.win.net-8080-error_log" CustomLog "/var/log/tickets.win.net-8080-access_log" common ScriptAlias / /usr/local/sbin/rt-server.fcgi/ AllowOverride None Require all granted AllowOverride None Require all granted AllowOverride None Require all granted AllowOverride None Require all granted Options +ExecCGI AddHandler fastcgi-script fcgi -------------- next part -------------- An HTML attachment was scrubbed... URL: From lambert at lambertfam.org Mon Feb 1 17:09:51 2016 From: lambert at lambertfam.org (Scott Lambert) Date: Mon, 1 Feb 2016 16:09:51 -0600 Subject: [rt-users] rt-server.fcgi hangs In-Reply-To: References: Message-ID: <20160201220951.GB7303@www.jail.lambertfam.org> On Mon, Feb 01, 2016 at 09:26:01PM +0000, Parish, Brent wrote: > On Mon, Feb 01, 2016 at 03:54, Joseph Mays wrote: > > Error message is: FastCGI: incomplete headers (0 bytes) received from server "/usr/local/sbin/rt-server.fcgi" > > > > Unfortunately, problems like this can be related to so many things > that it becomes time consuming to go back and forth a lot to > troubleshoot it. Yeah, that's pretty much generic CGI handler failed to complete. The reason is likely in your http-error.log. It could be because of syntax, permissions, wrong path to perl, wrong version of perl, missing perl library, SELINUX, or just about anything else. First, read the logs. Second, try running the script by hand as the web server would using the web server's permissions. That will point out a lot of problems. You're not really having an RT issue. This is just a generic configuring the web server issue. -- Scott Lambert KC5MLE Unix SysAdmin lambert at lambertfam.org From rtusers-20090205 at billmail.scconsult.com Mon Feb 1 17:38:11 2016 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Mon, 01 Feb 2016 17:38:11 -0500 Subject: [rt-users] rt-server.fcgi hangs In-Reply-To: References: Message-ID: <4C223579-CFC3-4552-ADE8-356A7FA36DCC@billmail.scconsult.com> On 1 Feb 2016, at 15:53, Joseph Mays wrote: > Here?s what I get in the logs when try to pull an info.php from the > website.... Why would you think that is a reasonable thing to do? I would hope that would NOT work on any normal RT installation. The possible reasons for RT not working are many. Maybe the database connection is bad, maybe the permissions on rt-server.fcgi or your RT tree are wrong, etc. Helpful steps would be: 1. Set the Apache LogLevel to "info" so that you catch output (i.e. errors) Apache *MAY* be getting back from rt-server.fcgi that isn't parseable as starting with HTTP headers. 2. Set RT's logging options (LogToFile, LogDir,LogToFileNamed) so you can get a full accounting of what RT thinks is happening. 3. Try an URL RT should be able to handle ('/' should work with your config) and see what happens. From cloos at netcologne.de Tue Feb 2 02:22:05 2016 From: cloos at netcologne.de (Christian Loos) Date: Tue, 2 Feb 2016 08:22:05 +0100 Subject: [rt-users] Timezone Issue In-Reply-To: References: Message-ID: <56B0591D.70902@netcologne.de> Hi, it's actually in the documentation: https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_perl-2.xx Best is to switch from mod_perl to mod_fastcgi. Also have a look here: https://www.bestpractical.com/docs/rt/4.2/customizing/timezones_in_charts.html Chris Am 01.02.2016 um 18:38 schrieb Matt Brennan: > Good Day, > > I am running RT 4.2.12. The system clock is in GMT, and all messages > are logged in GMT. It is running Ubuntu 14.04.3 LTS. We are running > Apache2 with modperl. The timezone, in RT_SiteConfig, is set to > "America/New_York" which exists in /usr/share/zoneinfo. > > However, whatever a user sets their timezone to (we have users all > over the world) it still shows as GMT for them. > > I have tried setting my timezone (in About Me) to America/New_York, > EST5EDT and EST. No matter what, I still see GMT. > > Anyone thoughts are appreciated. > > -Matt From d.i.catalin at gmail.com Tue Feb 2 07:59:21 2016 From: d.i.catalin at gmail.com (Dumitru Catalin) Date: Tue, 02 Feb 2016 12:59:21 +0000 Subject: [rt-users] bug in rt-mailgate In-Reply-To: References: Message-ID: Thank you for this solution but i think a better solution, for now, is to stop the error email. Is some way to do that? ?n lun., 1 feb. 2016 la 18:53, Parish, Brent a scris: > I think if you leave a few blank lines at the top of the email it should > be ok. > > > > I ran into this when people forwarded email but added no extra lines, so > the Command-by-mail extension would intepret ?From: someone at mail.com? at > the top of the email body as a command. > > > > Unless someone has better ideas, you could also edit > RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm > > Somewhere around line 228, add this: > > last if $line =~ /^(from:)/i; > > (or in your case, replace the ?from:? with ?ip:?) > > > > - Brent > > > > > > > > *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On > Behalf Of *Dumitru Catalin > *Sent:* Monday, February 01, 2016 10:56 AM > *To:* rt-users > *Subject:* [rt-users] bug in rt-mailgate > > > > All email sent to RT is scanned by rt-mailgate for known commands. So far > so good, but when a user sends an email with something like that:* ip: > 10.0.0.0* the rt-mailgate try to interpret *ip* like a command and return > an error email. How can i stop rt to interpret all the strings separated bi > ":" from email? Or how can i stop rt to send the error email? > > > > Thank You! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mays at win.net Tue Feb 2 11:22:19 2016 From: mays at win.net (Joseph Mays) Date: Tue, 2 Feb 2016 11:22:19 -0500 Subject: [rt-users] rt-server.fcgi hangs In-Reply-To: <4C223579-CFC3-4552-ADE8-356A7FA36DCC@billmail.scconsult.com> References: <4C223579-CFC3-4552-ADE8-356A7FA36DCC@billmail.scconsult.com> Message-ID: >> Here?s what I get in the logs when try to pull an info.php from the >> website.... > Why would you think that is a reasonable thing to do? I would hope that > would NOT work on any normal RT installation. I don't know why I wrote that, it was a year ago, but I think I just put in info.php as a brain misfire or something. Certainly info.php was not installed on the site. Regardless, it was trying to start the rt-server, as it is now under a completely new freebsd, apache and rt installation (when I assure you I am still not trying to pull info.php) and the error is the same. From jbrandt at bestpractical.com Tue Feb 2 13:21:28 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Tue, 2 Feb 2016 13:21:28 -0500 Subject: [rt-users] Customizing the column mapRE: Time left... RE: Display time worked in search results in hours only In-Reply-To: References: <0CCA574EA07BCC48BB2161AADC8B92B74058CCF2@WINSRVEX10.aph.org> Message-ID: <56B0F3A8.7050601@bestpractical.com> If you modify the code in place, your changes will get overwritten when you upgrade (even a minor upgrade). In general, options for changes are: 1) Change in place. Will get squashed on upgrade, so keep a copy somewhere and make a note to reapply after upgrades. 2) Create a local directory in your rt directory and override (duplicate the directory structure and file under local). 3) Use callbacks which add to the code without overriding. 4) Create an extension using the techniques above to manage the changes in a separate package (and possibly share with others). Any of the above will work for making custom changes. I think an extension that allows you to set a preferred format via config and then uses that over the default in DurationAsString would be very useful. (RT features often begin life as extensions, then get pulled into core.) On 2/1/16 3:17 PM, Matt Zagrabelny wrote: > On Mon, Feb 1, 2016 at 2:08 PM, Keith Creasy wrote: >> I do see in the code how to display the TimeLeft in minutes. Now I wonder if I want to modify the file in ./share/html/Elements/RT__Ticket/ColumnMap. > I wouldn't. > > Should this be done in a local callback? > > This is what I'd do. > > -m > > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From jbrandt at bestpractical.com Tue Feb 2 13:27:07 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Tue, 2 Feb 2016 13:27:07 -0500 Subject: [rt-users] rt-server.fcgi hangs In-Reply-To: References: <4C223579-CFC3-4552-ADE8-356A7FA36DCC@billmail.scconsult.com> Message-ID: <56B0F4FB.4000202@bestpractical.com> The Fast CGI modules can be picky about permissions. To troubleshoot, you might start with adding the --with-web-user and --with-web-group options to your ./configure command to set them to the user/group for your version of Linux (or FreeBSD). Some systems use 'apache' some have another user/group. In addition, the generated Makefile has a 'make fixperms' target that will reset permissions on your RT directories to what it thinks they should be. Sometimes getting the user/group and permissions correct can make FastCGI happy. On 2/2/16 11:22 AM, Joseph Mays wrote: >>> Here?s what I get in the logs when try to pull an info.php from the >>> website.... > >> Why would you think that is a reasonable thing to do? I would hope >> that would NOT work on any normal RT installation. > > I don't know why I wrote that, it was a year ago, but I think I just > put in info.php as a brain misfire or something. Certainly info.php > was not installed on the site. Regardless, it was trying to start the > rt-server, as it is now under a completely new freebsd, apache and rt > installation (when I assure you I am still not trying to pull > info.php) and the error is the same. > > > --------- > RT 4.4 and RTIR Training Sessions > (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From rtusers-20090205 at billmail.scconsult.com Tue Feb 2 13:31:42 2016 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 02 Feb 2016 13:31:42 -0500 Subject: [rt-users] rt-server.fcgi hangs In-Reply-To: References: <4C223579-CFC3-4552-ADE8-356A7FA36DCC@billmail.scconsult.com> Message-ID: <0E4451E1-DA5F-4B8A-BE7D-2DC3FC5597B3@billmail.scconsult.com> On 2 Feb 2016, at 11:22, Joseph Mays wrote: >>> Here?s what I get in the logs when try to pull an info.php from >>> the website.... > >> Why would you think that is a reasonable thing to do? I would hope >> that would NOT work on any normal RT installation. > > I don't know why I wrote that, it was a year ago, but I think I just > put in info.php as a brain misfire or something. No need to beat a dead horse, but your Apache log lines showed a request for /info.php and a fcgi timeout 300s later, so it wasn't entirely random. > Certainly info.php was not installed on the site. Regardless, it was > trying to start the rt-server, as it is now under a completely new > freebsd, apache and rt installation (when I assure you I am still not > trying to pull info.php) and the error is the same. And my advice is as given: crank up Apache error logging and RT's built-in logging and check what is logged. There should be more info available than just the timeout. The fact of a timeout says for sure that the rt-server.fcgi script was launched and did *something*. From kcreasy at aph.org Tue Feb 2 13:45:25 2016 From: kcreasy at aph.org (Keith Creasy) Date: Tue, 2 Feb 2016 18:45:25 +0000 Subject: [rt-users] Customizing the column mapRE: Time left... RE: Display time worked in search results in hours only In-Reply-To: <56B0F3A8.7050601@bestpractical.com> References: <0CCA574EA07BCC48BB2161AADC8B92B74058CCF2@WINSRVEX10.aph.org> <56B0F3A8.7050601@bestpractical.com> Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B74058FC60@WINSRVEX10.aph.org> Thanks, Jim, for enumerating options. I'm not sure where we'll go with this yet. Just for the time being I think we are going to use the REST API to generate the specific report we need and then work on making RT behave more as we think it should. I still think it makes no sense at all to convert fields that are entered in minutes into calendar units - years, months, days. It just doesn't seem useful. There probably was some logic behind it. Keith -----Original Message----- From: Jim Brandt [mailto:jbrandt at bestpractical.com] Sent: Tuesday, February 02, 2016 1:21 PM To: Matt Zagrabelny; Keith Creasy Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Customizing the column mapRE: Time left... RE: Display time worked in search results in hours only If you modify the code in place, your changes will get overwritten when you upgrade (even a minor upgrade). In general, options for changes are: 1) Change in place. Will get squashed on upgrade, so keep a copy somewhere and make a note to reapply after upgrades. 2) Create a local directory in your rt directory and override (duplicate the directory structure and file under local). 3) Use callbacks which add to the code without overriding. 4) Create an extension using the techniques above to manage the changes in a separate package (and possibly share with others). Any of the above will work for making custom changes. I think an extension that allows you to set a preferred format via config and then uses that over the default in DurationAsString would be very useful. (RT features often begin life as extensions, then get pulled into core.) On 2/1/16 3:17 PM, Matt Zagrabelny wrote: > On Mon, Feb 1, 2016 at 2:08 PM, Keith Creasy wrote: >> I do see in the code how to display the TimeLeft in minutes. Now I wonder if I want to modify the file in ./share/html/Elements/RT__Ticket/ColumnMap. > I wouldn't. > > Should this be done in a local callback? > > This is what I'd do. > > -m > > --------- > RT 4.4 and RTIR Training Sessions > (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From vsondergeld at velia.net Tue Feb 2 14:36:14 2016 From: vsondergeld at velia.net (Viktor Sondergeld) Date: Tue, 2 Feb 2016 20:36:14 +0100 Subject: [rt-users] Including Articles in forward messages In-Reply-To: <0E4451E1-DA5F-4B8A-BE7D-2DC3FC5597B3@billmail.scconsult.com> References: <4C223579-CFC3-4552-ADE8-356A7FA36DCC@billmail.scconsult.com> <0E4451E1-DA5F-4B8A-BE7D-2DC3FC5597B3@billmail.scconsult.com> Message-ID: <56B1052E.6010302@velia.net> Hello Guys, just a brief question. Is it possible to include Articles into messages I want to forward? Docu does not explicitly state "Forward", therefore I just wanted to make sure that it is, indeed, not a feature and I am not to stupid to configure it. If this is not a feature, is there a whishlist or something similar? Best regards, Viktor Sondergeld From brennanma at gmail.com Tue Feb 2 23:33:47 2016 From: brennanma at gmail.com (Matt Brennan) Date: Tue, 2 Feb 2016 23:33:47 -0500 Subject: [rt-users] Timezone Issue In-Reply-To: <56B0591D.70902@netcologne.de> References: <56B0591D.70902@netcologne.de> Message-ID: I feel dumb for missing that now. Thanks. On Tue, Feb 2, 2016 at 2:22 AM, Christian Loos wrote: > Hi, > > it's actually in the documentation: > https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_perl-2.xx > > Best is to switch from mod_perl to mod_fastcgi. > > Also have a look here: > > https://www.bestpractical.com/docs/rt/4.2/customizing/timezones_in_charts.html > > Chris > > Am 01.02.2016 um 18:38 schrieb Matt Brennan: > > Good Day, > > > > I am running RT 4.2.12. The system clock is in GMT, and all messages > > are logged in GMT. It is running Ubuntu 14.04.3 LTS. We are running > > Apache2 with modperl. The timezone, in RT_SiteConfig, is set to > > "America/New_York" which exists in /usr/share/zoneinfo. > > > > However, whatever a user sets their timezone to (we have users all > > over the world) it still shows as GMT for them. > > > > I have tried setting my timezone (in About Me) to America/New_York, > > EST5EDT and EST. No matter what, I still see GMT. > > > > Anyone thoughts are appreciated. > > > > -Matt > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From girgen at pingpong.net Wed Feb 3 09:08:11 2016 From: girgen at pingpong.net (Palle Girgensohn) Date: Wed, 3 Feb 2016 15:08:11 +0100 Subject: [rt-users] slow join with cachedgroupmembers for a simple "comment" click In-Reply-To: <20160203123931.GE8170@animata.net> References: <7B1BA1EE-C2C6-49A4-8112-F96D028422B5@pingpong.net> <20160203123931.GE8170@animata.net> Message-ID: Hi David, Thanks for this input. it takes the query from 1 minute+ (== timeout in fcgid) to subseond. Big leap forward! Thanks! The two queries you posted are equally fast for me, ~ 8 ms, but render different result, 15 vs 16 rows. :-( Palle > 3 feb. 2016 kl. 13:39 skrev David Gwynne : > > On Thu, Jan 07, 2016 at 01:57:46PM +0100, Palle Girgensohn wrote: >> Hi, >> >> For our RT database, just clicking "comment" takes five seconds. In general, RT is very slow for us, and I believe that after 10+ years of use, we have bloat in the database. 500k+ entries in CachedGroupMembers, for example. All of them but a handful are enabled (disabled = 0). >> >> So when I click comment in a ticket, I wait for this query five seconds. Seems to me it produces a list of users allowed to comment on this. >> >> The results can be very different for different queus. >> >> We'd like to keep the history, so shredding old tickets is not the first choice for us. >> >> >> >> rt=# explain ANALYZE >> rt-# SELECT DISTINCT main.id, >> rt-# main.name >> rt-# FROM Users main >> rt-# CROSS JOIN ACL ACL_3 >> rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) >> rt-# JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) >> rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) >> rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' >> rt(# AND ACL_3.ObjectId = 75164) >> rt(# OR (ACL_3.ObjectType = 'RT::Queue' >> rt(# AND ACL_3.ObjectId = 21) >> rt(# OR (ACL_3.ObjectType = 'RT::System' >> rt(# AND ACL_3.ObjectId = 1)) >> rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) >> rt-# AND (ACL_3.PrincipalType = 'Group') >> rt-# AND (ACL_3.RightName = 'OwnTicket') >> rt-# AND (CachedGroupMembers_2.Disabled = '0') >> rt-# AND (CachedGroupMembers_2.GroupId = '4') >> rt-# AND (CachedGroupMembers_4.Disabled = '0') >> rt-# AND (Principals_1.Disabled = '0') >> rt-# AND (Principals_1.PrincipalType = 'User') >> rt-# AND (Principals_1.id != '1') >> rt-# ORDER BY main.Name ASC; >> QUERY PLAN >> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- >> Unique (cost=554.36..554.37 rows=1 width=29) (actual time=5927.879..5927.937 rows=72 loops=1) >> -> Sort (cost=554.36..554.37 rows=1 width=29) (actual time=5927.877..5927.893 rows=149 loops=1) >> Sort Key: main.name, main.id >> Sort Method: quicksort Memory: 32kB >> -> Nested Loop (cost=1.84..554.35 rows=1 width=29) (actual time=5.926..5927.400 rows=149 loops=1) >> -> Nested Loop (cost=1.56..550.64 rows=2 width=33) (actual time=0.152..78.279 rows=129788 loops=1) >> -> Nested Loop (cost=1.13..548.76 rows=1 width=37) (actual time=0.131..7.133 rows=134 loops=1) >> -> Nested Loop (cost=0.71..493.88 rows=36 width=33) (actual time=0.115..4.984 rows=136 loops=1) >> -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.42..5.94 rows=76 width=4) (actual time=0.079..0.152 rows=137 loops=1) >> Index Cond: ((groupid = 4) AND (disabled = 0::smallint)) >> Heap Fetches: 0 >> -> Index Scan using users_pkey on users main (cost=0.29..6.41 rows=1 width=29) (actual time=0.033..0.034 rows=1 loops=137) >> Index Cond: (id = cachedgroupmembers_2.memberid) >> -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..1.51 rows=1 width=4) (actual time=0.014..0.015 rows=1 loops=136) >> Index Cond: (id = main.id) >> Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) >> Rows Removed by Filter: 0 >> -> Index Only Scan using cachedgroupmembers2 on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..1.67 rows=21 width=8) (actual time=0.011..0.290 rows=969 loops=134) >> Index Cond: ((memberid = principals_1.id) AND (disabled = 0::smallint)) >> Heap Fetches: 0 >> -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..1.85 rows=1 width=4) (actual time=0.045..0.045 rows=0 loops=129788) >> Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text) AND (principalid = cachedgroupmembers_4.groupid)) >> Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) >> Rows Removed by Filter: 0 >> Heap Fetches: 0 >> Planning time: 6.461 ms >> Execution time: 5928.204 ms >> (27 rows) >> >> >> >> If I remove the join on CachedGroupMembers_2 (the one that joins on memberid = principals.id where groupid = 4), it is lightning fast. >> >> rt=# explain ANALYZE >> rt-# SELECT DISTINCT main.id, >> rt-# main.name >> rt-# FROM Users main >> rt-# CROSS JOIN ACL ACL_3 >> rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) >> rt-# --JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) >> rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) >> rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' >> rt(# AND ACL_3.ObjectId = 75164) >> rt(# OR (ACL_3.ObjectType = 'RT::Queue' >> rt(# AND ACL_3.ObjectId = 21) >> rt(# OR (ACL_3.ObjectType = 'RT::System' >> rt(# AND ACL_3.ObjectId = 1)) >> rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) >> rt-# AND (ACL_3.PrincipalType = 'Group') >> rt-# AND (ACL_3.RightName = 'OwnTicket') >> rt-# -- AND (CachedGroupMembers_2.Disabled = '0') >> rt-# -- AND (CachedGroupMembers_2.GroupId = '4') >> rt-# AND (CachedGroupMembers_4.Disabled = '0') >> rt-# AND (Principals_1.Disabled = '0') >> rt-# AND (Principals_1.PrincipalType = 'User') >> rt-# AND (Principals_1.id != '1') >> rt-# ORDER BY main.Name ASC; >> QUERY PLAN >> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- >> Unique (cost=1323.30..1323.33 rows=4 width=29) (actual time=20.321..20.395 rows=74 loops=1) >> -> Sort (cost=1323.30..1323.31 rows=4 width=29) (actual time=20.320..20.340 rows=108 loops=1) >> Sort Key: main.name, main.id >> Sort Method: quicksort Memory: 30kB >> -> Nested Loop (cost=614.87..1323.26 rows=4 width=29) (actual time=18.323..19.919 rows=108 loops=1) >> Join Filter: (main.id = principals_1.id) >> -> Hash Join (cost=614.44..724.20 rows=1232 width=33) (actual time=18.305..18.755 rows=124 loops=1) >> Hash Cond: (cachedgroupmembers_4.memberid = main.id) >> -> Nested Loop (cost=0.71..71.95 rows=2620 width=4) (actual time=0.168..0.456 rows=136 loops=1) >> -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..12.31 rows=13 width=4) (actual time=0.149..0.238 rows=12 loops=1) >> Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text)) >> Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) >> Rows Removed by Filter: 108 >> Heap Fetches: 0 >> -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..4.54 rows=5 width=8) (actual time=0.009..0.013 rows=11 loops=12) >> Index Cond: ((groupid = acl_3.principalid) AND (disabled = 0::smallint)) >> Heap Fetches: 0 >> -> Hash (cost=454.44..454.44 rows=12744 width=29) (actual time=18.118..18.118 rows=12819 loops=1) >> Buckets: 2048 Batches: 1 Memory Usage: 771kB >> -> Seq Scan on users main (cost=0.00..454.44 rows=12744 width=29) (actual time=0.009..9.680 rows=12819 loops=1) >> -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..0.47 rows=1 width=4) (actual time=0.008..0.008 rows=1 loops=124) >> Index Cond: (id = cachedgroupmembers_4.memberid) >> Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) >> Rows Removed by Filter: 0 >> Planning time: 2.446 ms >> Execution time: 20.726 ms >> (26 rows) >> >> >> >> Any ideas how to make RT quicker here? What is the purpose of this query anyway? I'm just getting the comments view? > > ola, > > we hit this today while working on updating our installation. another > guy figured out that reverting > https://github.com/bestpractical/rt/commit/e48b94252c0bb4ab55587515cf695c0300b72d03 > brings the performance back in line with what we experience with > our currently 4.0 install. > > it takes the query from ~5500ms down to ~110ms > > however, while he was figuring that out, i was tinkering with the > query in psql with the intention of making it fast and then tricking > RT into generating the query. the query i ended up with runs in > about 8ms. > > the current (slow) query looks like that for us: > > SELECT > DISTINCT main.* > FROM > Users main > CROSS JOIN ACL ACL_3 > JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) > JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) > JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) > WHERE > ( > (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR > (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1) > ) AND > (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND > (ACL_3.PrincipalType = 'Group') AND > (ACL_3.RightName = 'OwnTicket') AND > (CachedGroupMembers_2.Disabled = '0') AND > (CachedGroupMembers_2.GroupId = '4') AND > (CachedGroupMembers_4.Disabled = '0') AND > (Principals_1.Disabled = '0') AND > (Principals_1.PrincipalType = 'User') AND > (Principals_1.id != '1') > ORDER BY > main.Name ASC > ; > > after reverting the LimitToPrivileged out it generates: > > SELECT > DISTINCT main.* > FROM > Users main > CROSS JOIN ACL ACL_2 > JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) > JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.MemberId = Principals_1.id ) > WHERE > ( > (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 3) OR > (ACL_2.ObjectType = 'RT::System' AND ACL_2.ObjectId = 1) > ) AND > (ACL_2.PrincipalId = CachedGroupMembers_3.GroupId) AND > (ACL_2.PrincipalType = 'Group') AND > (ACL_2.RightName = 'OwnTicket') AND > (CachedGroupMembers_3.Disabled = '0') AND > (Principals_1.Disabled = '0') AND > (Principals_1.PrincipalType = 'User') AND > (Principals_1.id != '1') > ORDER BY > main.Name ASC > ; > > this is the query i came up with: > > SELECT > DISTINCT main.* > FROM > ACL ACL_3 > LEFT JOIN Principals ON (ACL_3.principalid = Principals.id) > LEFT JOIN cachedgroupmembers ON (Principals.id = cachedgroupmembers.groupid) > LEFT JOIN users main ON (cachedgroupmembers.memberid = main.id) > JOIN cachedgroupmembers cachedgroupmembers_2 ON (cachedgroupmembers_2.memberid=main.id) > WHERE > ( > (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR > (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1) > ) AND > (ACL_3.PrincipalType = 'Group') AND > (ACL_3.RightName = 'OwnTicket') AND > (Principals.disabled = '0') AND > (cachedgroupmembers.disabled = '0') AND > (cachedgroupmembers_2.groupid = 4) AND > (cachedgroupmembers_2.disabled = '0') AND > (main.id != 1) > ; > > cheers, > dlg -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 495 bytes Desc: Message signed with OpenPGP using GPGMail URL: From jbrandt at bestpractical.com Wed Feb 3 11:03:52 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 3 Feb 2016 11:03:52 -0500 Subject: [rt-users] slow join with cachedgroupmembers for a simple "comment" click In-Reply-To: References: <7B1BA1EE-C2C6-49A4-8112-F96D028422B5@pingpong.net> <20160203123931.GE8170@animata.net> Message-ID: <56B224E8.70006@bestpractical.com> I'm not sure if your Owner dropdown is large, but this option might also help in a similar way by turning the Owner filed into a autocomplete so RT doesn't have to generate the full Owner dropdown on each page load where that field is offered: https://bestpractical.com/docs/rt/4.2/RT_Config.html#AutocompleteOwners On 2/3/16 9:08 AM, Palle Girgensohn wrote: > Hi David, > > Thanks for this input. > > it takes the query from 1 minute+ (== timeout in fcgid) to subseond. > > Big leap forward! > > Thanks! > > > The two queries you posted are equally fast for me, ~ 8 ms, but render different result, 15 vs 16 rows. :-( > > Palle > > > >> 3 feb. 2016 kl. 13:39 skrev David Gwynne : >> >> On Thu, Jan 07, 2016 at 01:57:46PM +0100, Palle Girgensohn wrote: >>> Hi, >>> >>> For our RT database, just clicking "comment" takes five seconds. In general, RT is very slow for us, and I believe that after 10+ years of use, we have bloat in the database. 500k+ entries in CachedGroupMembers, for example. All of them but a handful are enabled (disabled = 0). >>> >>> So when I click comment in a ticket, I wait for this query five seconds. Seems to me it produces a list of users allowed to comment on this. >>> >>> The results can be very different for different queus. >>> >>> We'd like to keep the history, so shredding old tickets is not the first choice for us. >>> >>> >>> >>> rt=# explain ANALYZE >>> rt-# SELECT DISTINCT main.id, >>> rt-# main.name >>> rt-# FROM Users main >>> rt-# CROSS JOIN ACL ACL_3 >>> rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) >>> rt-# JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) >>> rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) >>> rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' >>> rt(# AND ACL_3.ObjectId = 75164) >>> rt(# OR (ACL_3.ObjectType = 'RT::Queue' >>> rt(# AND ACL_3.ObjectId = 21) >>> rt(# OR (ACL_3.ObjectType = 'RT::System' >>> rt(# AND ACL_3.ObjectId = 1)) >>> rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) >>> rt-# AND (ACL_3.PrincipalType = 'Group') >>> rt-# AND (ACL_3.RightName = 'OwnTicket') >>> rt-# AND (CachedGroupMembers_2.Disabled = '0') >>> rt-# AND (CachedGroupMembers_2.GroupId = '4') >>> rt-# AND (CachedGroupMembers_4.Disabled = '0') >>> rt-# AND (Principals_1.Disabled = '0') >>> rt-# AND (Principals_1.PrincipalType = 'User') >>> rt-# AND (Principals_1.id != '1') >>> rt-# ORDER BY main.Name ASC; >>> QUERY PLAN >>> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- >>> Unique (cost=554.36..554.37 rows=1 width=29) (actual time=5927.879..5927.937 rows=72 loops=1) >>> -> Sort (cost=554.36..554.37 rows=1 width=29) (actual time=5927.877..5927.893 rows=149 loops=1) >>> Sort Key: main.name, main.id >>> Sort Method: quicksort Memory: 32kB >>> -> Nested Loop (cost=1.84..554.35 rows=1 width=29) (actual time=5.926..5927.400 rows=149 loops=1) >>> -> Nested Loop (cost=1.56..550.64 rows=2 width=33) (actual time=0.152..78.279 rows=129788 loops=1) >>> -> Nested Loop (cost=1.13..548.76 rows=1 width=37) (actual time=0.131..7.133 rows=134 loops=1) >>> -> Nested Loop (cost=0.71..493.88 rows=36 width=33) (actual time=0.115..4.984 rows=136 loops=1) >>> -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.42..5.94 rows=76 width=4) (actual time=0.079..0.152 rows=137 loops=1) >>> Index Cond: ((groupid = 4) AND (disabled = 0::smallint)) >>> Heap Fetches: 0 >>> -> Index Scan using users_pkey on users main (cost=0.29..6.41 rows=1 width=29) (actual time=0.033..0.034 rows=1 loops=137) >>> Index Cond: (id = cachedgroupmembers_2.memberid) >>> -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..1.51 rows=1 width=4) (actual time=0.014..0.015 rows=1 loops=136) >>> Index Cond: (id = main.id) >>> Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) >>> Rows Removed by Filter: 0 >>> -> Index Only Scan using cachedgroupmembers2 on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..1.67 rows=21 width=8) (actual time=0.011..0.290 rows=969 loops=134) >>> Index Cond: ((memberid = principals_1.id) AND (disabled = 0::smallint)) >>> Heap Fetches: 0 >>> -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..1.85 rows=1 width=4) (actual time=0.045..0.045 rows=0 loops=129788) >>> Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text) AND (principalid = cachedgroupmembers_4.groupid)) >>> Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) >>> Rows Removed by Filter: 0 >>> Heap Fetches: 0 >>> Planning time: 6.461 ms >>> Execution time: 5928.204 ms >>> (27 rows) >>> >>> >>> >>> If I remove the join on CachedGroupMembers_2 (the one that joins on memberid = principals.id where groupid = 4), it is lightning fast. >>> >>> rt=# explain ANALYZE >>> rt-# SELECT DISTINCT main.id, >>> rt-# main.name >>> rt-# FROM Users main >>> rt-# CROSS JOIN ACL ACL_3 >>> rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) >>> rt-# --JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) >>> rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) >>> rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' >>> rt(# AND ACL_3.ObjectId = 75164) >>> rt(# OR (ACL_3.ObjectType = 'RT::Queue' >>> rt(# AND ACL_3.ObjectId = 21) >>> rt(# OR (ACL_3.ObjectType = 'RT::System' >>> rt(# AND ACL_3.ObjectId = 1)) >>> rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) >>> rt-# AND (ACL_3.PrincipalType = 'Group') >>> rt-# AND (ACL_3.RightName = 'OwnTicket') >>> rt-# -- AND (CachedGroupMembers_2.Disabled = '0') >>> rt-# -- AND (CachedGroupMembers_2.GroupId = '4') >>> rt-# AND (CachedGroupMembers_4.Disabled = '0') >>> rt-# AND (Principals_1.Disabled = '0') >>> rt-# AND (Principals_1.PrincipalType = 'User') >>> rt-# AND (Principals_1.id != '1') >>> rt-# ORDER BY main.Name ASC; >>> QUERY PLAN >>> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- >>> Unique (cost=1323.30..1323.33 rows=4 width=29) (actual time=20.321..20.395 rows=74 loops=1) >>> -> Sort (cost=1323.30..1323.31 rows=4 width=29) (actual time=20.320..20.340 rows=108 loops=1) >>> Sort Key: main.name, main.id >>> Sort Method: quicksort Memory: 30kB >>> -> Nested Loop (cost=614.87..1323.26 rows=4 width=29) (actual time=18.323..19.919 rows=108 loops=1) >>> Join Filter: (main.id = principals_1.id) >>> -> Hash Join (cost=614.44..724.20 rows=1232 width=33) (actual time=18.305..18.755 rows=124 loops=1) >>> Hash Cond: (cachedgroupmembers_4.memberid = main.id) >>> -> Nested Loop (cost=0.71..71.95 rows=2620 width=4) (actual time=0.168..0.456 rows=136 loops=1) >>> -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..12.31 rows=13 width=4) (actual time=0.149..0.238 rows=12 loops=1) >>> Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text)) >>> Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) >>> Rows Removed by Filter: 108 >>> Heap Fetches: 0 >>> -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..4.54 rows=5 width=8) (actual time=0.009..0.013 rows=11 loops=12) >>> Index Cond: ((groupid = acl_3.principalid) AND (disabled = 0::smallint)) >>> Heap Fetches: 0 >>> -> Hash (cost=454.44..454.44 rows=12744 width=29) (actual time=18.118..18.118 rows=12819 loops=1) >>> Buckets: 2048 Batches: 1 Memory Usage: 771kB >>> -> Seq Scan on users main (cost=0.00..454.44 rows=12744 width=29) (actual time=0.009..9.680 rows=12819 loops=1) >>> -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..0.47 rows=1 width=4) (actual time=0.008..0.008 rows=1 loops=124) >>> Index Cond: (id = cachedgroupmembers_4.memberid) >>> Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) >>> Rows Removed by Filter: 0 >>> Planning time: 2.446 ms >>> Execution time: 20.726 ms >>> (26 rows) >>> >>> >>> >>> Any ideas how to make RT quicker here? What is the purpose of this query anyway? I'm just getting the comments view? >> ola, >> >> we hit this today while working on updating our installation. another >> guy figured out that reverting >> https://github.com/bestpractical/rt/commit/e48b94252c0bb4ab55587515cf695c0300b72d03 >> brings the performance back in line with what we experience with >> our currently 4.0 install. >> >> it takes the query from ~5500ms down to ~110ms >> >> however, while he was figuring that out, i was tinkering with the >> query in psql with the intention of making it fast and then tricking >> RT into generating the query. the query i ended up with runs in >> about 8ms. >> >> the current (slow) query looks like that for us: >> >> SELECT >> DISTINCT main.* >> FROM >> Users main >> CROSS JOIN ACL ACL_3 >> JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) >> JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) >> JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) >> WHERE >> ( >> (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR >> (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1) >> ) AND >> (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND >> (ACL_3.PrincipalType = 'Group') AND >> (ACL_3.RightName = 'OwnTicket') AND >> (CachedGroupMembers_2.Disabled = '0') AND >> (CachedGroupMembers_2.GroupId = '4') AND >> (CachedGroupMembers_4.Disabled = '0') AND >> (Principals_1.Disabled = '0') AND >> (Principals_1.PrincipalType = 'User') AND >> (Principals_1.id != '1') >> ORDER BY >> main.Name ASC >> ; >> >> after reverting the LimitToPrivileged out it generates: >> >> SELECT >> DISTINCT main.* >> FROM >> Users main >> CROSS JOIN ACL ACL_2 >> JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) >> JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.MemberId = Principals_1.id ) >> WHERE >> ( >> (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 3) OR >> (ACL_2.ObjectType = 'RT::System' AND ACL_2.ObjectId = 1) >> ) AND >> (ACL_2.PrincipalId = CachedGroupMembers_3.GroupId) AND >> (ACL_2.PrincipalType = 'Group') AND >> (ACL_2.RightName = 'OwnTicket') AND >> (CachedGroupMembers_3.Disabled = '0') AND >> (Principals_1.Disabled = '0') AND >> (Principals_1.PrincipalType = 'User') AND >> (Principals_1.id != '1') >> ORDER BY >> main.Name ASC >> ; >> >> this is the query i came up with: >> >> SELECT >> DISTINCT main.* >> FROM >> ACL ACL_3 >> LEFT JOIN Principals ON (ACL_3.principalid = Principals.id) >> LEFT JOIN cachedgroupmembers ON (Principals.id = cachedgroupmembers.groupid) >> LEFT JOIN users main ON (cachedgroupmembers.memberid = main.id) >> JOIN cachedgroupmembers cachedgroupmembers_2 ON (cachedgroupmembers_2.memberid=main.id) >> WHERE >> ( >> (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR >> (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1) >> ) AND >> (ACL_3.PrincipalType = 'Group') AND >> (ACL_3.RightName = 'OwnTicket') AND >> (Principals.disabled = '0') AND >> (cachedgroupmembers.disabled = '0') AND >> (cachedgroupmembers_2.groupid = 4) AND >> (cachedgroupmembers_2.disabled = '0') AND >> (main.id != 1) >> ; >> >> cheers, >> dlg > > > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany ? March 14 & 15, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From doon.bulk at inoc.net Wed Feb 3 13:09:26 2016 From: doon.bulk at inoc.net (Patrick Muldoon) Date: Wed, 3 Feb 2016 13:09:26 -0500 Subject: Fully Removing Queues, Users, Etc... Message-ID: <0BEAEB65-3142-4272-BDEB-A107F5F8AE22@inoc.net> First a little background. We have 2 companies using the same RT instance, each with access to a different set of queues.. This worked well for multiple years. Now for non technical reasons () we need to separate one of the companies out. So they can import their queues into new Instance of RT. What I figured would be the best way to do this (FSVO best), was to the dump the existing RT DB, spin it up i a new VM, and then basically shred everything that belongs to Company A, and give the resulting Database to Company B.. I;ve been playing with rt-shredder and Appear to be all set a removing all of Company A's tickets. Is there an easy way to remove the queue's using shredder? The object plugin doesn't seem to like queue, giving errors such as # /usr/local/sbin/rt-shredder --plugin 'Objects=Queue,Sales' Loaded object has different id at /usr/local/lib/perl5/site_perl/RT/Shredder.pm line 366. Also running into issues with shredding users from CompanyA /usr/local/sbin/rt-shredder --plugin 'Users=name,%@companya.nett;status,enabled;replace_relations,nobody;limit,10000000' or variations on the above all seem to end with Couldn't wipeout object: Group already has member: Nobody I am sure it is Order of Operations / race condition issue. Has anybody every had to do this? Or is there an easy way to export Users/Custom Fields/Queues from 1 Instance of RT to import to another? Pointers, Ideas, etc.. All appreciated. Thanks, -Patrick From mcalado at tbstaxservices.com Wed Feb 3 15:08:39 2016 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Wed, 3 Feb 2016 15:08:39 -0500 Subject: [rt-users] Send Mail to RT from PHP Form Message-ID: <069301d15ebe$ac8aa6a0$059ff3e0$@tbstaxservices.com> Hi There, I've created on my web site a form to get some information from my customers and send this by mail. I've received the email's and the ticket get created in the right queue.... except that the custom field value I pass. If I send by Outlook as a plan text mail, its works well and the custom field values get set....amazing! I have over to 120 fields on this process as well. My Header and Body: $headers .= "\nMIME-Version: 1.0\n" . "Content-Type: multipart/mixed;\n" . " boundary=\"{$mime_boundary}\""; // multipart boundary $message .= "This is a multi-part message in MIME format.\n\n" . "--{$mime_boundary}\n" . "Content-Type: text/plain; charset=\"ascii\"\n" . "Content-Transfer-Encoding: 8bit\n\n" . $message . "\n\n"; $message .= "--{$mime_boundary}\n"; Anyone thoughts are appreciated Marcelo Calado. My template: Year|Body|Year-> (.+)$||q| Amended Individual Income|Body|Amended Individual Income-> (.+)$||q| Amended By TBS|Body|Amended By TBS-> (.+)$||q| ID Number|Body|ID Number-> (.+)$||q| And other +100 fields My Body: Year-> 2015 Amended Individual Income-> Yes Amended By TBS-> Yes ID Number-> 857-248 My Header from Outlook: MIME-Version: 1.0 X-Mailer: Microsoft Outlook 16.0 Received-SPF: pass (google.com: domain of myuser at mysite.com designates 173.201.192.238 as permitted sender) client-ip=199.201.192.238; Content-Language: en-us content-type: text/plain; charset="utf-8" X-Received: by 10.98.68.193 with SMTP id m62mr5183043pfi.130.1454529394768; Wed, 03 Feb 2016 11:56:34 -0800 (PST) Message-ID: <068d01d15ebc$fbd72aa0$f3857fe0$@tbstaxservices.com> Received: by 10.27.153.139 with SMTP id b133csp59489wle; Wed, 3 Feb 2016 11:56:34 -0800 (PST) Received: from p3plsmtpa07-09.prod.phx3.secureserver.net (p3plsmtpa07-09.prod.phx3.myserver.net. [173.201.192.238]) by mx.google.com with ESMTPS id hs5si11001698pac.243.2016.02.03.11.56.33 for (version=TLS1_2 cipher=AES128-SHA bits=128/128); Wed, 03 Feb 2016 11:56:34 -0800 (PST) Received: from TBSPC3 ([96.81.77.182]) by myserver.net with id DvwZ1s0043vzp0G01vwZnW; Wed, 03 Feb 2016 12:56:33 -0700 Authentication-Results: mx.google.com; spf=pass (google.com: domain of mymail at misite.com designates 173.201.192.238 as permitted sender) smtp.mailfrom=mymail at mysite.com Subject: 88978978978978978 Return-Path: Thread-Index: AdFevPmEs61bTMpRRCegCvqUjvtg5g== Date: Wed, 3 Feb 2016 14:56:33 -0500 Content-Transfer-Encoding: 7bit From: "Marcelo Calado marcelo at marcelo.com> X-RT-Original-Encoding: ascii Content-Length: 95 My Header from PHP Form: content-type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: ascii Content-Length: 1754 From david at gwynne.id.au Wed Feb 3 18:48:35 2016 From: david at gwynne.id.au (David Gwynne) Date: Thu, 4 Feb 2016 09:48:35 +1000 Subject: [rt-users] slow join with cachedgroupmembers for a simple "comment" click In-Reply-To: References: <7B1BA1EE-C2C6-49A4-8112-F96D028422B5@pingpong.net> <20160203123931.GE8170@animata.net> Message-ID: > On 4 Feb 2016, at 00:08, Palle Girgensohn wrote: > > Hi David, > > Thanks for this input. > > it takes the query from 1 minute+ (== timeout in fcgid) to subseond. > > Big leap forward! > > Thanks! > > > The two queries you posted are equally fast for me, ~ 8 ms, but render different result, 15 vs 16 rows. :-( yeah, after i sent it i recognised some issues with mine. i can fix it, but then id have to go back and make RT generate the query and that idea makes me sad. if there's interest i can fix my query, but only if it'll help someone else. > > Palle > > > >> 3 feb. 2016 kl. 13:39 skrev David Gwynne : >> >> On Thu, Jan 07, 2016 at 01:57:46PM +0100, Palle Girgensohn wrote: >>> Hi, >>> >>> For our RT database, just clicking "comment" takes five seconds. In general, RT is very slow for us, and I believe that after 10+ years of use, we have bloat in the database. 500k+ entries in CachedGroupMembers, for example. All of them but a handful are enabled (disabled = 0). >>> >>> So when I click comment in a ticket, I wait for this query five seconds. Seems to me it produces a list of users allowed to comment on this. >>> >>> The results can be very different for different queus. >>> >>> We'd like to keep the history, so shredding old tickets is not the first choice for us. >>> >>> >>> >>> rt=# explain ANALYZE >>> rt-# SELECT DISTINCT main.id, >>> rt-# main.name >>> rt-# FROM Users main >>> rt-# CROSS JOIN ACL ACL_3 >>> rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) >>> rt-# JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) >>> rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) >>> rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' >>> rt(# AND ACL_3.ObjectId = 75164) >>> rt(# OR (ACL_3.ObjectType = 'RT::Queue' >>> rt(# AND ACL_3.ObjectId = 21) >>> rt(# OR (ACL_3.ObjectType = 'RT::System' >>> rt(# AND ACL_3.ObjectId = 1)) >>> rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) >>> rt-# AND (ACL_3.PrincipalType = 'Group') >>> rt-# AND (ACL_3.RightName = 'OwnTicket') >>> rt-# AND (CachedGroupMembers_2.Disabled = '0') >>> rt-# AND (CachedGroupMembers_2.GroupId = '4') >>> rt-# AND (CachedGroupMembers_4.Disabled = '0') >>> rt-# AND (Principals_1.Disabled = '0') >>> rt-# AND (Principals_1.PrincipalType = 'User') >>> rt-# AND (Principals_1.id != '1') >>> rt-# ORDER BY main.Name ASC; >>> QUERY PLAN >>> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- >>> Unique (cost=554.36..554.37 rows=1 width=29) (actual time=5927.879..5927.937 rows=72 loops=1) >>> -> Sort (cost=554.36..554.37 rows=1 width=29) (actual time=5927.877..5927.893 rows=149 loops=1) >>> Sort Key: main.name, main.id >>> Sort Method: quicksort Memory: 32kB >>> -> Nested Loop (cost=1.84..554.35 rows=1 width=29) (actual time=5.926..5927.400 rows=149 loops=1) >>> -> Nested Loop (cost=1.56..550.64 rows=2 width=33) (actual time=0.152..78.279 rows=129788 loops=1) >>> -> Nested Loop (cost=1.13..548.76 rows=1 width=37) (actual time=0.131..7.133 rows=134 loops=1) >>> -> Nested Loop (cost=0.71..493.88 rows=36 width=33) (actual time=0.115..4.984 rows=136 loops=1) >>> -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.42..5.94 rows=76 width=4) (actual time=0.079..0.152 rows=137 loops=1) >>> Index Cond: ((groupid = 4) AND (disabled = 0::smallint)) >>> Heap Fetches: 0 >>> -> Index Scan using users_pkey on users main (cost=0.29..6.41 rows=1 width=29) (actual time=0.033..0.034 rows=1 loops=137) >>> Index Cond: (id = cachedgroupmembers_2.memberid) >>> -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..1.51 rows=1 width=4) (actual time=0.014..0.015 rows=1 loops=136) >>> Index Cond: (id = main.id) >>> Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) >>> Rows Removed by Filter: 0 >>> -> Index Only Scan using cachedgroupmembers2 on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..1.67 rows=21 width=8) (actual time=0.011..0.290 rows=969 loops=134) >>> Index Cond: ((memberid = principals_1.id) AND (disabled = 0::smallint)) >>> Heap Fetches: 0 >>> -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..1.85 rows=1 width=4) (actual time=0.045..0.045 rows=0 loops=129788) >>> Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text) AND (principalid = cachedgroupmembers_4.groupid)) >>> Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) >>> Rows Removed by Filter: 0 >>> Heap Fetches: 0 >>> Planning time: 6.461 ms >>> Execution time: 5928.204 ms >>> (27 rows) >>> >>> >>> >>> If I remove the join on CachedGroupMembers_2 (the one that joins on memberid = principals.id where groupid = 4), it is lightning fast. >>> >>> rt=# explain ANALYZE >>> rt-# SELECT DISTINCT main.id, >>> rt-# main.name >>> rt-# FROM Users main >>> rt-# CROSS JOIN ACL ACL_3 >>> rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) >>> rt-# --JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) >>> rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) >>> rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' >>> rt(# AND ACL_3.ObjectId = 75164) >>> rt(# OR (ACL_3.ObjectType = 'RT::Queue' >>> rt(# AND ACL_3.ObjectId = 21) >>> rt(# OR (ACL_3.ObjectType = 'RT::System' >>> rt(# AND ACL_3.ObjectId = 1)) >>> rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) >>> rt-# AND (ACL_3.PrincipalType = 'Group') >>> rt-# AND (ACL_3.RightName = 'OwnTicket') >>> rt-# -- AND (CachedGroupMembers_2.Disabled = '0') >>> rt-# -- AND (CachedGroupMembers_2.GroupId = '4') >>> rt-# AND (CachedGroupMembers_4.Disabled = '0') >>> rt-# AND (Principals_1.Disabled = '0') >>> rt-# AND (Principals_1.PrincipalType = 'User') >>> rt-# AND (Principals_1.id != '1') >>> rt-# ORDER BY main.Name ASC; >>> QUERY PLAN >>> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- >>> Unique (cost=1323.30..1323.33 rows=4 width=29) (actual time=20.321..20.395 rows=74 loops=1) >>> -> Sort (cost=1323.30..1323.31 rows=4 width=29) (actual time=20.320..20.340 rows=108 loops=1) >>> Sort Key: main.name, main.id >>> Sort Method: quicksort Memory: 30kB >>> -> Nested Loop (cost=614.87..1323.26 rows=4 width=29) (actual time=18.323..19.919 rows=108 loops=1) >>> Join Filter: (main.id = principals_1.id) >>> -> Hash Join (cost=614.44..724.20 rows=1232 width=33) (actual time=18.305..18.755 rows=124 loops=1) >>> Hash Cond: (cachedgroupmembers_4.memberid = main.id) >>> -> Nested Loop (cost=0.71..71.95 rows=2620 width=4) (actual time=0.168..0.456 rows=136 loops=1) >>> -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..12.31 rows=13 width=4) (actual time=0.149..0.238 rows=12 loops=1) >>> Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text)) >>> Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) >>> Rows Removed by Filter: 108 >>> Heap Fetches: 0 >>> -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..4.54 rows=5 width=8) (actual time=0.009..0.013 rows=11 loops=12) >>> Index Cond: ((groupid = acl_3.principalid) AND (disabled = 0::smallint)) >>> Heap Fetches: 0 >>> -> Hash (cost=454.44..454.44 rows=12744 width=29) (actual time=18.118..18.118 rows=12819 loops=1) >>> Buckets: 2048 Batches: 1 Memory Usage: 771kB >>> -> Seq Scan on users main (cost=0.00..454.44 rows=12744 width=29) (actual time=0.009..9.680 rows=12819 loops=1) >>> -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..0.47 rows=1 width=4) (actual time=0.008..0.008 rows=1 loops=124) >>> Index Cond: (id = cachedgroupmembers_4.memberid) >>> Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) >>> Rows Removed by Filter: 0 >>> Planning time: 2.446 ms >>> Execution time: 20.726 ms >>> (26 rows) >>> >>> >>> >>> Any ideas how to make RT quicker here? What is the purpose of this query anyway? I'm just getting the comments view? >> >> ola, >> >> we hit this today while working on updating our installation. another >> guy figured out that reverting >> https://github.com/bestpractical/rt/commit/e48b94252c0bb4ab55587515cf695c0300b72d03 >> brings the performance back in line with what we experience with >> our currently 4.0 install. >> >> it takes the query from ~5500ms down to ~110ms >> >> however, while he was figuring that out, i was tinkering with the >> query in psql with the intention of making it fast and then tricking >> RT into generating the query. the query i ended up with runs in >> about 8ms. >> >> the current (slow) query looks like that for us: >> >> SELECT >> DISTINCT main.* >> FROM >> Users main >> CROSS JOIN ACL ACL_3 >> JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) >> JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) >> JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) >> WHERE >> ( >> (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR >> (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1) >> ) AND >> (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND >> (ACL_3.PrincipalType = 'Group') AND >> (ACL_3.RightName = 'OwnTicket') AND >> (CachedGroupMembers_2.Disabled = '0') AND >> (CachedGroupMembers_2.GroupId = '4') AND >> (CachedGroupMembers_4.Disabled = '0') AND >> (Principals_1.Disabled = '0') AND >> (Principals_1.PrincipalType = 'User') AND >> (Principals_1.id != '1') >> ORDER BY >> main.Name ASC >> ; >> >> after reverting the LimitToPrivileged out it generates: >> >> SELECT >> DISTINCT main.* >> FROM >> Users main >> CROSS JOIN ACL ACL_2 >> JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) >> JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.MemberId = Principals_1.id ) >> WHERE >> ( >> (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 3) OR >> (ACL_2.ObjectType = 'RT::System' AND ACL_2.ObjectId = 1) >> ) AND >> (ACL_2.PrincipalId = CachedGroupMembers_3.GroupId) AND >> (ACL_2.PrincipalType = 'Group') AND >> (ACL_2.RightName = 'OwnTicket') AND >> (CachedGroupMembers_3.Disabled = '0') AND >> (Principals_1.Disabled = '0') AND >> (Principals_1.PrincipalType = 'User') AND >> (Principals_1.id != '1') >> ORDER BY >> main.Name ASC >> ; >> >> this is the query i came up with: >> >> SELECT >> DISTINCT main.* >> FROM >> ACL ACL_3 >> LEFT JOIN Principals ON (ACL_3.principalid = Principals.id) >> LEFT JOIN cachedgroupmembers ON (Principals.id = cachedgroupmembers.groupid) >> LEFT JOIN users main ON (cachedgroupmembers.memberid = main.id) >> JOIN cachedgroupmembers cachedgroupmembers_2 ON (cachedgroupmembers_2.memberid=main.id) >> WHERE >> ( >> (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR >> (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1) >> ) AND >> (ACL_3.PrincipalType = 'Group') AND >> (ACL_3.RightName = 'OwnTicket') AND >> (Principals.disabled = '0') AND >> (cachedgroupmembers.disabled = '0') AND >> (cachedgroupmembers_2.groupid = 4) AND >> (cachedgroupmembers_2.disabled = '0') AND >> (main.id != 1) >> ; >> >> cheers, >> dlg > From girgen at pingpong.net Wed Feb 3 19:21:37 2016 From: girgen at pingpong.net (Palle Girgensohn) Date: Thu, 4 Feb 2016 01:21:37 +0100 Subject: [rt-users] slow join with cachedgroupmembers for a simple "comment" click In-Reply-To: References: <7B1BA1EE-C2C6-49A4-8112-F96D028422B5@pingpong.net> <20160203123931.GE8170@animata.net> Message-ID: <589302DD-6048-4B8F-A107-4B82C862C0AC@pingpong.net> > 4 feb. 2016 kl. 00:48 skrev David Gwynne : > > >> On 4 Feb 2016, at 00:08, Palle Girgensohn wrote: >> >> Hi David, >> >> Thanks for this input. >> >> it takes the query from 1 minute+ (== timeout in fcgid) to subseond. >> >> Big leap forward! >> >> Thanks! >> >> >> The two queries you posted are equally fast for me, ~ 8 ms, but render different result, 15 vs 16 rows. :-( > > yeah, after i sent it i recognised some issues with mine. i can fix it, but then id have to go back and make RT generate the query and that idea makes me sad. > Mmm, the problem is really the ORM. It never really marries well with SQL. Sets vs objects. Sadly, I don't think it'll be worth the effort trying to force RT to generate the query. But my experience with this specific implementation is limited. > if there's interest i can fix my query, but only if it'll help someone else I'm happy with the first advice, reverting the patch. It made RT usable from not being that! :-) Btw, already had AutocompleteOwnersForSearch enabled. Palle > >> >> Palle >> >> >> >>> 3 feb. 2016 kl. 13:39 skrev David Gwynne : >>> >>> On Thu, Jan 07, 2016 at 01:57:46PM +0100, Palle Girgensohn wrote: >>>> Hi, >>>> >>>> For our RT database, just clicking "comment" takes five seconds. In general, RT is very slow for us, and I believe that after 10+ years of use, we have bloat in the database. 500k+ entries in CachedGroupMembers, for example. All of them but a handful are enabled (disabled = 0). >>>> >>>> So when I click comment in a ticket, I wait for this query five seconds. Seems to me it produces a list of users allowed to comment on this. >>>> >>>> The results can be very different for different queus. >>>> >>>> We'd like to keep the history, so shredding old tickets is not the first choice for us. >>>> >>>> >>>> >>>> rt=# explain ANALYZE >>>> rt-# SELECT DISTINCT main.id, >>>> rt-# main.name >>>> rt-# FROM Users main >>>> rt-# CROSS JOIN ACL ACL_3 >>>> rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) >>>> rt-# JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) >>>> rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) >>>> rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' >>>> rt(# AND ACL_3.ObjectId = 75164) >>>> rt(# OR (ACL_3.ObjectType = 'RT::Queue' >>>> rt(# AND ACL_3.ObjectId = 21) >>>> rt(# OR (ACL_3.ObjectType = 'RT::System' >>>> rt(# AND ACL_3.ObjectId = 1)) >>>> rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) >>>> rt-# AND (ACL_3.PrincipalType = 'Group') >>>> rt-# AND (ACL_3.RightName = 'OwnTicket') >>>> rt-# AND (CachedGroupMembers_2.Disabled = '0') >>>> rt-# AND (CachedGroupMembers_2.GroupId = '4') >>>> rt-# AND (CachedGroupMembers_4.Disabled = '0') >>>> rt-# AND (Principals_1.Disabled = '0') >>>> rt-# AND (Principals_1.PrincipalType = 'User') >>>> rt-# AND (Principals_1.id != '1') >>>> rt-# ORDER BY main.Name ASC; >>>> QUERY PLAN >>>> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- >>>> Unique (cost=554.36..554.37 rows=1 width=29) (actual time=5927.879..5927.937 rows=72 loops=1) >>>> -> Sort (cost=554.36..554.37 rows=1 width=29) (actual time=5927.877..5927.893 rows=149 loops=1) >>>> Sort Key: main.name, main.id >>>> Sort Method: quicksort Memory: 32kB >>>> -> Nested Loop (cost=1.84..554.35 rows=1 width=29) (actual time=5.926..5927.400 rows=149 loops=1) >>>> -> Nested Loop (cost=1.56..550.64 rows=2 width=33) (actual time=0.152..78.279 rows=129788 loops=1) >>>> -> Nested Loop (cost=1.13..548.76 rows=1 width=37) (actual time=0.131..7.133 rows=134 loops=1) >>>> -> Nested Loop (cost=0.71..493.88 rows=36 width=33) (actual time=0.115..4.984 rows=136 loops=1) >>>> -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.42..5.94 rows=76 width=4) (actual time=0.079..0.152 rows=137 loops=1) >>>> Index Cond: ((groupid = 4) AND (disabled = 0::smallint)) >>>> Heap Fetches: 0 >>>> -> Index Scan using users_pkey on users main (cost=0.29..6.41 rows=1 width=29) (actual time=0.033..0.034 rows=1 loops=137) >>>> Index Cond: (id = cachedgroupmembers_2.memberid) >>>> -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..1.51 rows=1 width=4) (actual time=0.014..0.015 rows=1 loops=136) >>>> Index Cond: (id = main.id) >>>> Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) >>>> Rows Removed by Filter: 0 >>>> -> Index Only Scan using cachedgroupmembers2 on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..1.67 rows=21 width=8) (actual time=0.011..0.290 rows=969 loops=134) >>>> Index Cond: ((memberid = principals_1.id) AND (disabled = 0::smallint)) >>>> Heap Fetches: 0 >>>> -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..1.85 rows=1 width=4) (actual time=0.045..0.045 rows=0 loops=129788) >>>> Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text) AND (principalid = cachedgroupmembers_4.groupid)) >>>> Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) >>>> Rows Removed by Filter: 0 >>>> Heap Fetches: 0 >>>> Planning time: 6.461 ms >>>> Execution time: 5928.204 ms >>>> (27 rows) >>>> >>>> >>>> >>>> If I remove the join on CachedGroupMembers_2 (the one that joins on memberid = principals.id where groupid = 4), it is lightning fast. >>>> >>>> rt=# explain ANALYZE >>>> rt-# SELECT DISTINCT main.id, >>>> rt-# main.name >>>> rt-# FROM Users main >>>> rt-# CROSS JOIN ACL ACL_3 >>>> rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id) >>>> rt-# --JOIN CachedGroupMembers CachedGroupMembers_2 ON (CachedGroupMembers_2.MemberId = Principals_1.id) >>>> rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON (CachedGroupMembers_4.MemberId = Principals_1.id) >>>> rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket' >>>> rt(# AND ACL_3.ObjectId = 75164) >>>> rt(# OR (ACL_3.ObjectType = 'RT::Queue' >>>> rt(# AND ACL_3.ObjectId = 21) >>>> rt(# OR (ACL_3.ObjectType = 'RT::System' >>>> rt(# AND ACL_3.ObjectId = 1)) >>>> rt-# AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) >>>> rt-# AND (ACL_3.PrincipalType = 'Group') >>>> rt-# AND (ACL_3.RightName = 'OwnTicket') >>>> rt-# -- AND (CachedGroupMembers_2.Disabled = '0') >>>> rt-# -- AND (CachedGroupMembers_2.GroupId = '4') >>>> rt-# AND (CachedGroupMembers_4.Disabled = '0') >>>> rt-# AND (Principals_1.Disabled = '0') >>>> rt-# AND (Principals_1.PrincipalType = 'User') >>>> rt-# AND (Principals_1.id != '1') >>>> rt-# ORDER BY main.Name ASC; >>>> QUERY PLAN >>>> -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- >>>> Unique (cost=1323.30..1323.33 rows=4 width=29) (actual time=20.321..20.395 rows=74 loops=1) >>>> -> Sort (cost=1323.30..1323.31 rows=4 width=29) (actual time=20.320..20.340 rows=108 loops=1) >>>> Sort Key: main.name, main.id >>>> Sort Method: quicksort Memory: 30kB >>>> -> Nested Loop (cost=614.87..1323.26 rows=4 width=29) (actual time=18.323..19.919 rows=108 loops=1) >>>> Join Filter: (main.id = principals_1.id) >>>> -> Hash Join (cost=614.44..724.20 rows=1232 width=33) (actual time=18.305..18.755 rows=124 loops=1) >>>> Hash Cond: (cachedgroupmembers_4.memberid = main.id) >>>> -> Nested Loop (cost=0.71..71.95 rows=2620 width=4) (actual time=0.168..0.456 rows=136 loops=1) >>>> -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..12.31 rows=13 width=4) (actual time=0.149..0.238 rows=12 loops=1) >>>> Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text)) >>>> Filter: (((objecttype = 'RT::Ticket'::text) AND (objectid = 75164)) OR ((objecttype = 'RT::Queue'::text) AND (objectid = 21)) OR ((objecttype = 'RT::System'::text) AND (objectid = 1))) >>>> Rows Removed by Filter: 108 >>>> Heap Fetches: 0 >>>> -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..4.54 rows=5 width=8) (actual time=0.009..0.013 rows=11 loops=12) >>>> Index Cond: ((groupid = acl_3.principalid) AND (disabled = 0::smallint)) >>>> Heap Fetches: 0 >>>> -> Hash (cost=454.44..454.44 rows=12744 width=29) (actual time=18.118..18.118 rows=12819 loops=1) >>>> Buckets: 2048 Batches: 1 Memory Usage: 771kB >>>> -> Seq Scan on users main (cost=0.00..454.44 rows=12744 width=29) (actual time=0.009..9.680 rows=12819 loops=1) >>>> -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..0.47 rows=1 width=4) (actual time=0.008..0.008 rows=1 loops=124) >>>> Index Cond: (id = cachedgroupmembers_4.memberid) >>>> Filter: ((id <> 1) AND (disabled = 0::smallint) AND (principaltype = 'User'::text)) >>>> Rows Removed by Filter: 0 >>>> Planning time: 2.446 ms >>>> Execution time: 20.726 ms >>>> (26 rows) >>>> >>>> >>>> >>>> Any ideas how to make RT quicker here? What is the purpose of this query anyway? I'm just getting the comments view? >>> >>> ola, >>> >>> we hit this today while working on updating our installation. another >>> guy figured out that reverting >>> https://github.com/bestpractical/rt/commit/e48b94252c0bb4ab55587515cf695c0300b72d03 >>> brings the performance back in line with what we experience with >>> our currently 4.0 install. >>> >>> it takes the query from ~5500ms down to ~110ms >>> >>> however, while he was figuring that out, i was tinkering with the >>> query in psql with the intention of making it fast and then tricking >>> RT into generating the query. the query i ended up with runs in >>> about 8ms. >>> >>> the current (slow) query looks like that for us: >>> >>> SELECT >>> DISTINCT main.* >>> FROM >>> Users main >>> CROSS JOIN ACL ACL_3 >>> JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) >>> JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) >>> JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) >>> WHERE >>> ( >>> (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR >>> (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1) >>> ) AND >>> (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND >>> (ACL_3.PrincipalType = 'Group') AND >>> (ACL_3.RightName = 'OwnTicket') AND >>> (CachedGroupMembers_2.Disabled = '0') AND >>> (CachedGroupMembers_2.GroupId = '4') AND >>> (CachedGroupMembers_4.Disabled = '0') AND >>> (Principals_1.Disabled = '0') AND >>> (Principals_1.PrincipalType = 'User') AND >>> (Principals_1.id != '1') >>> ORDER BY >>> main.Name ASC >>> ; >>> >>> after reverting the LimitToPrivileged out it generates: >>> >>> SELECT >>> DISTINCT main.* >>> FROM >>> Users main >>> CROSS JOIN ACL ACL_2 >>> JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) >>> JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.MemberId = Principals_1.id ) >>> WHERE >>> ( >>> (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 3) OR >>> (ACL_2.ObjectType = 'RT::System' AND ACL_2.ObjectId = 1) >>> ) AND >>> (ACL_2.PrincipalId = CachedGroupMembers_3.GroupId) AND >>> (ACL_2.PrincipalType = 'Group') AND >>> (ACL_2.RightName = 'OwnTicket') AND >>> (CachedGroupMembers_3.Disabled = '0') AND >>> (Principals_1.Disabled = '0') AND >>> (Principals_1.PrincipalType = 'User') AND >>> (Principals_1.id != '1') >>> ORDER BY >>> main.Name ASC >>> ; >>> >>> this is the query i came up with: >>> >>> SELECT >>> DISTINCT main.* >>> FROM >>> ACL ACL_3 >>> LEFT JOIN Principals ON (ACL_3.principalid = Principals.id) >>> LEFT JOIN cachedgroupmembers ON (Principals.id = cachedgroupmembers.groupid) >>> LEFT JOIN users main ON (cachedgroupmembers.memberid = main.id) >>> JOIN cachedgroupmembers cachedgroupmembers_2 ON (cachedgroupmembers_2.memberid=main.id) >>> WHERE >>> ( >>> (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 3) OR >>> (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1) >>> ) AND >>> (ACL_3.PrincipalType = 'Group') AND >>> (ACL_3.RightName = 'OwnTicket') AND >>> (Principals.disabled = '0') AND >>> (cachedgroupmembers.disabled = '0') AND >>> (cachedgroupmembers_2.groupid = 4) AND >>> (cachedgroupmembers_2.disabled = '0') AND >>> (main.id != 1) >>> ; >>> >>> cheers, >>> dlg > -------------- next part -------------- An HTML attachment was scrubbed... URL: From david at gwynne.id.au Wed Feb 3 20:11:36 2016 From: david at gwynne.id.au (David Gwynne) Date: Thu, 4 Feb 2016 11:11:36 +1000 Subject: [rt-users] slow join with cachedgroupmembers for a simple "comment" click In-Reply-To: <589302DD-6048-4B8F-A107-4B82C862C0AC@pingpong.net> References: <7B1BA1EE-C2C6-49A4-8112-F96D028422B5@pingpong.net> <20160203123931.GE8170@animata.net> <589302DD-6048-4B8F-A107-4B82C862C0AC@pingpong.net> Message-ID: <49E4AE84-B07A-4529-A6E9-88317DA3390A@gwynne.id.au> > On 4 Feb 2016, at 10:21, Palle Girgensohn wrote: > > > > 4 feb. 2016 kl. 00:48 skrev David Gwynne : > >> >>> On 4 Feb 2016, at 00:08, Palle Girgensohn wrote: >>> >>> Hi David, >>> >>> Thanks for this input. >>> >>> it takes the query from 1 minute+ (== timeout in fcgid) to subseond. >>> >>> Big leap forward! >>> >>> Thanks! >>> >>> >>> The two queries you posted are equally fast for me, ~ 8 ms, but render different result, 15 vs 16 rows. :-( >> >> yeah, after i sent it i recognised some issues with mine. i can fix it, but then id have to go back and make RT generate the query and that idea makes me sad. >> > > Mmm, the problem is really the ORM. It never really marries well with SQL. Sets vs objects. Sadly, I don't think it'll be worth the effort trying to force RT to generate the query. But my experience with this specific implementation is limited. > > >> if there's interest i can fix my query, but only if it'll help someone else > > I'm happy with the first advice, reverting the patch. It made RT usable from not being that! :-) > > Btw, already had AutocompleteOwnersForSearch enabled. and you still got hit with the slow query? From shawn at bestpractical.com Thu Feb 4 11:47:32 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Thu, 4 Feb 2016 11:47:32 -0500 Subject: [rt-users] [rt-announce] RT 4.4.0 released Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256,SHA1 RT 4.4.0 -- 2016-02-04 ====================== We're thrilled to announce the availability of RT 4.4.0! This is the first release for the next major version of RT. The focus of this release series is quality-of-life improvements for both users and administrators. When upgrading, please be sure to review the upgrading documentation available in docs/UPGRADING-4.4, as there are a number of backward-incompatible changes that come along with the new version number. Upgrading documentation is also available at http://www.bestpractical.com/docs/rt/latest/UPGRADING-4.4.html https://download.bestpractical.com/pub/rt/release/rt-4.4.0.tar.gz https://download.bestpractical.com/pub/rt/release/rt-4.4.0.tar.gz.asc 3bfeeac1e7a7cd4b1a042db04459f0e87c2b5fbb ?rt-4.4.0.tar.gz a4a15d41d9ae663d4fda6c2f5246cc0cf26127ac ?rt-4.4.0.tar.gz.asc A list of the major new features in RT 4.4.0 is included below. Many of the new features are described and demoed in a series of blog posts on http://blog.bestpractical.com/ with still more to come. Finally, we'd like to invite you to attend our next training session in Hamburg, Germany, which covers the new features in RT 4.4 as well as RTIR and its next version. Visit http://bestpractical.com/training for more. ?- Shawn M Moore, for Best Practical ? * RT now includes the Assets extension for tracking your physical and ? ? digital resources. ? * Attachments can now be stored outside of the database either on disk, in ? ? Dropbox, or on Amazon S3. Attachments can also be directly served from S3. ? * SLA tracking is now part of core RT. You can define many different service ? ? levels that take your business hours and holidays into account. ? * External authentication and LDAP integration are now shipped as core RT ? ? features. ? * RT now has support for custom roles, along the lines of Requestor, Owner, ? ? Cc, and AdminCc. These roles can be single-member or multi-member. ? ? Privileges can be assigned to members of custom roles, you can search based ? ? on custom role membership, you can notify custom role members in ? ? scrips, and so on. ? * RT now has a modern file upload interface which allows you to select ? ? multiple files in one fell swoop, drag and drop attachments onto RT, and ? ? inline preview certain file types like images. ? * We've added a "scroll" option for gradually loading in ticket history as ? ? the user scrolls down, much like "infinite scroll". This considerably ? ? improves perceived performance. ? * Existing attachments on a ticket can be reused in subsequent replies, ? ? so you don't have to upload them again. ? * We now provide some basic Articles configuration for new deploys so that ? ? you can start using the feature immediately. ? * You can now break up your RT_SiteConfig.pm file into logically-related ? ? chunks under the RT_SiteConfig.d/ directory. ? * You can now specify default values at the queue level for certain ticket ? ? fields, including custom fields. ? * RT now warns you when you write the word "attach" (or "attached", etc) ? ? but haven't provided any attachments yet, to avoid "sorry, I forgot this ? ? attachment" followup mail. ? * RT now understands many more types of "human" date strings. ? * Users can now choose any subset of the seven weekdays to receive their ? ? daily dashboard subscriptions. ? * The query builder display format panel has seen several improvements; ? ? most importantly adjusting the display columns no longer reloads the ? ? entire page. ? * We've added a popout ticket timer for helping you track time inside RT. ? ? The timer is associated with a ticket and will add the time to to it for ? ? you. ? * RT now ships with keyboard shortcuts for primarily for navigating ticket ? ? search results. ? * We ship a (disabled-for-upgrades, enabled-for-new-deploys) scrip for ? ? carrying over time worked to parent tickets. Similarly, we ship a scrip for ? ? tracking time worked per user. ? * We've added a way to quickly create new linked tickets in queues other than ? ? the one that the current ticket is in. ? * There's a new site-level config setting and user preference for hiding ? ? unset fields on ticket display pages. ? * Custom fields now have a customizable "entry hint" for helping users ? ? understand what they should be entering as values. ? * TicketSQL and the search builder now support Status = '__Active__' and ? ? Status = '__Inactive__' type queries, so you no longer need to enumerate ? ? all statuses like `Status = 'new' OR Status = 'open' OR Status = 'stalled'` ? * The mailgate has been completely redesigned and modernized. Additional changes: General user UI ? * Improve and unify display of topactions (new ticket in, simple search, ? ? article search, etc) ? * Empty selection boxes no longer render 1px wide (#31316) ? * Replace singular use of "Administrative Cc" with "AdminCc" ? * Don't display "check box to delete" for every group on queue watcher page ? * Don't render empty "Ticket #:" results in bulk update ? * Improved the paging links in collection lists (#30374) ? * IPv6 custom fields are rendered in their compressed representation ? * Queue name on ticket display is now a link to a search for all active ? ? tickets in that queue ? * Search builder display format now properly supports "large" sizing ? * Display more "show columns" in search builder ? * Record transactions for queue changes ? * Show queue ID if the user can't see the queue name ? * New, modern bookmark star icons to better match ticket timer icon ? * If there's a single pending ticket, just show the ticket number (#30692) ? * Improve messaging for enabling and disabling custom fields ? * Improve messaging for applying a custom field to a queue (#31128) ? * Mention which principal and right was granted instead of simply saying ? ? "Right Granted" ? * Improve "user already has right" error ? * Gray out "(no value)" for custom fields ? * Hide "transaction has no content" entries from extract as article ? * Improve CSRF whitelist (#31090) ? * Make user preferences use label tags for better clickiness (#30953) ? * Rename "Quicksearch" (the table of queues) to "QueueList" (#18514) ? * When possible sort charts numerically rather than ascii-betically ? * Self-service Cc field now allows for autocompleting multiple users ? * IP custom field textboxes now wide enough for full IPv6 addresses (#24565) ? * Move attachments to below messagebox on bulk update for consistency ? * Stop rounding large numbers of hours worked into days ? * Add a "chosen" UI for making long lists of select custom field values more ? ? friendly ? * Search builder now uses the "chosen" UI for selecting display columns ? * Increase MaxInlineBody ? * Improved management of mail recipients ? * Stop cloning time fields when creating child tickets ? * Improve datepicker usage for relative date strings ? * Squelching now applies to all updates in the request, instead of only the ? ? initial correspond/comment transaction. ? * Sync scrip recipients with non-wysiwyg plaintext editor Command-line ? * Fix for "0" values in bin/rt (#31290) ? * rt-email-dashboards now has a --log option ? * rt-crontool now allows multiple actions Mail ? * Improve structure of multipart mail Web Administration ? * Rights management pages now have gray callout for sections that have ? ? rights granted ? * For new installs we now provide a General topic and Content CF for Articles ? * Query log now supports Undup and ShowElem params ? * Queues now have a sort order ? * We no longer delete articles but instead just disable them to help maintain ? ? auditability (#19323) ? * Allow ModifyTicket to change nobody to someone else, without OwnTicket ? * Select CFs will now suppress "(no value)" option when it's invalid ? * Add new ShowAssetsMenu right to manage visibility of Assets feature Server Administration ? * Use MiB rather than MB for attachment size config (GitHub #162) ? * ReferrerComponents lets you fine-tune CSRF whitelist and blacklist ? * The user shredder now supports a no_ticket_transactions option ? * Avoid warnings if users don't have sufficient rights on reminders ? * Fix decoding issues (#31155) ? * Removed redundant Apache::DBI dependencies (#31210) ? * Shred object custom fields when shredding a custom field ? * Improve compat and docs for Apache 2.4 ? * Put temporary files for email parsing in /tmp ? * Allow deep namespaces for ScripActions and Conditions ? * Copy rt-ldapimport into install-tree sbin ? * Avoid DateTime::Locale 1.00 and 1.01; earlier and later versions are OK Developer ? * Upgrade jQuery from 1.9.1 to 1.11.3 ? * Upgrade jQuery UI from 1.10.0 to 1.11.4 ? * Upgrade CKEditor from 4.0.1 to 4.5.3 ? * Removed many unused fields on tickets and users ? * Added a Group->Label method for displaying groups in the UI ? * Ticket Modify now processes watcher updates ? * Support optional inclusion of RT-System and Nobody users in autocomplete ? * Transactions now have a ColumnMap ? * /User/Prefs.html became /Prefs/AboutMe.html for consistency (#14200) ? * We now warn when you forget to undef $mech in tests, which can ? ? cause spurious failures ? * Additional callbacks ? * Remove mostly-duplicate code for Rules which can never trigger Documentation ? * We've written new documentation for the query builder, dashboards, ? ? reporting, and other related features ? * SLA cookbook ? * Update documentation to expect that most installations will deploy ? ? fulltext search ? * Also remind users that they should set up backups in the README ? * Clarify "otherwise your internal links may be broken" (#31117) ? * Unify our documentation for upgrading cored extensions ? * Switch example for Plugins in RT_Config from ExternalAuth to JSGantt Internationalization ? * Graphing now uses the localization engine in more places ? * Update translations for: Basque, Bulgarian, Catalan, Simplified and ? ? Traditional Chinese, Croatian, Czech, Danish, Dutch, Estonian, Finnish, ? ? French, German, Greek, Hungarian, Icelandic, Indonesian, Italian, Japanese, ? ? Latvian, Lithuanian, Norwegian (Bokmal and Nynorsk), Persian, Polish, ? ? Portuguese, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, and ? ? Turkish. A complete changelog is available from git by running: ? ? git log rt-4.2.12..rt-4.4.0 or visiting ? ? https://github.com/bestpractical/rt/compare/rt-4.2.12...rt-4.4.0 -----BEGIN PGP SIGNATURE----- iF4EAREIAAYFAlazfZUACgkQAV8paoxIrb2UCgD+PFpb990szXRQPB8/CW4AXPVi C6qfDhxTCUtY1+Rji7QBAL342X9sl03Usuq6gj0Zp8VRPD+S/NgGc94EC2gmJZms iQIcBAEBAgAGBQJWs32VAAoJEDdW4lQxRAUgiRkP/2pocY9qPg27cUCSJ74JauQq qn0QiwxZZWEf8wb+FFj0OTpyhplK3rd/uDy+GAdgzLKSVfh1/1XCM4dWUu1Jr7R8 CH7KpT3d0ky0X30NsI85p1t76Id5CdE1LO+8NgS/8FB/LWm9vN2mTP+GLwnOWH7p swXFEbrTjjRoRM9OTHLs1Cyv8U00jz30heqYeO50HQ1SIMFOXKWNcMdQDaJvQJzr Z5wdeYMbH9sA1B1pmvT+ToVeRxcwuyTtOsbh/40tKtrp5pXaU1Qp3+ThSyzQH9rG XZWycYZz5oXJXkS+tYimV38BSSdG8Pwo+dCkagzRShi8XqdOPyJ6z7v2FWA5e15K XXx9fVdgqanLc4+3PMfPEX592dHic8dIPjctFlg5Z3DbwDLy17h4w9t5LJ6zIabT u9wUa7HD8fJ+Vy58pqZiryd6q4IKhVuSRW4DiiSSOG6FuJOx6AzNpbW2iop9mScO TpwrY5M1ZkYcHPeck6BpfYnRwQJLOikXHvzelsLX0NLFxcrRIUPPgmr800SxjcjE uCiN9AZzP9s8SHb8syKX4AcjKdb5IETUnpFZCkux4HsCn7j7ec45yatY0FTzIoH/ 8CzEDLLknmYPIOxZiqyUnx3GgB+yV9DATtjIUeBq4zJhztjX41dtZmpl8PQgqUv1 bBaYfRi7PW2Cszf3Gj6h =ZWiJ -----END PGP SIGNATURE----- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From user1437 at QET.BE Fri Feb 5 03:50:03 2016 From: user1437 at QET.BE (user1437 at QET.BE) Date: Fri, 5 Feb 2016 08:50:03 +0000 Subject: [rt-users] RT4.4 - RTIR 4.2 errors Message-ID: <0F3F44E2-F439-41FF-AB39-A6376A3A5213@qet.be> Hello there, First sorry for posting into two lists but seem to got really stuck with this combination. (RT4.4 and RT-IR4.2) When creating a custom field it gives me the following error in the web interface An internal RT error has occurred. Your administrator can find more details in RT's log files. and this in the logs: [43631] [Fri Feb 5 08:18:50 2016] [error]: Can't call method "QueueObj" on an undefined value at /opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/EditCustomField/EditComponentName line 51. Stack: [/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/EditCustomField/EditComponentName:51] [/opt/rt4/share/html/Elements/EditCustomField:127] [/opt/rt4/share/html/Admin/CustomFields/Modify.html:133] [/opt/rt4/share/html/Admin/autohandler:49] [/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) and when I want to access the RTIR web menu it gives me An internal RT error has occurred. Your administrator can find more details in RT's log files. and this in the logs: [43631] [Fri Feb 5 08:21:37 2016] [error]: Can't call method "Content" on an undefined value at /opt/rt4/local/plugins/RT-IR/html/RTIR/index.html line 57. Stack: [/opt/rt4/local/plugins/RT-IR/html/RTIR/index.html:57] [/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) Does anyone has any clue? may thanks in advance! U From girgen at pingpong.net Fri Feb 5 08:01:09 2016 From: girgen at pingpong.net (Palle Girgensohn) Date: Fri, 5 Feb 2016 14:01:09 +0100 Subject: [rt-users] slow join with cachedgroupmembers for a simple "comment" click In-Reply-To: <49E4AE84-B07A-4529-A6E9-88317DA3390A@gwynne.id.au> References: <7B1BA1EE-C2C6-49A4-8112-F96D028422B5@pingpong.net> <20160203123931.GE8170@animata.net> <589302DD-6048-4B8F-A107-4B82C862C0AC@pingpong.net> <49E4AE84-B07A-4529-A6E9-88317DA3390A@gwynne.id.au> Message-ID: <3FAEBCC2-3714-432A-B155-16F2746BC4C4@pingpong.net> > 4 feb. 2016 kl. 02:11 skrev David Gwynne : > >> >> On 4 Feb 2016, at 10:21, Palle Girgensohn wrote: >> >> >> >> 4 feb. 2016 kl. 00:48 skrev David Gwynne : >> >>> >>>> On 4 Feb 2016, at 00:08, Palle Girgensohn wrote: >>>> >>>> Hi David, >>>> >>>> Thanks for this input. >>>> >>>> it takes the query from 1 minute+ (== timeout in fcgid) to subseond. >>>> >>>> Big leap forward! >>>> >>>> Thanks! >>>> >>>> >>>> The two queries you posted are equally fast for me, ~ 8 ms, but render different result, 15 vs 16 rows. :-( >>> >>> yeah, after i sent it i recognised some issues with mine. i can fix it, but then id have to go back and make RT generate the query and that idea makes me sad. >>> >> >> Mmm, the problem is really the ORM. It never really marries well with SQL. Sets vs objects. Sadly, I don't think it'll be worth the effort trying to force RT to generate the query. But my experience with this specific implementation is limited. >> >> >>> if there's interest i can fix my query, but only if it'll help someone else >> >> I'm happy with the first advice, reverting the patch. It made RT usable from not being that! :-) >> >> Btw, already had AutocompleteOwnersForSearch enabled. > > and you still got hit with the slow query? yes. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 495 bytes Desc: Message signed with OpenPGP using GPGMail URL: From dale.poulter at Vanderbilt.Edu Sat Feb 6 19:58:51 2016 From: dale.poulter at Vanderbilt.Edu (Poulter, Dale) Date: Sun, 7 Feb 2016 00:58:51 +0000 Subject: [rt-users] RT upgrade still seeing old version Message-ID: <4B55C1D28471794C811F425520B7B2255416E74A@ITS-HCWNEM104.ds.vanderbilt.edu> We recently upgraded from 3.8.7 to 4.2.12. The upgrade on our development machine went great and the upgrade on production seem to go well also until restarting apache with the new configuration. When restarting it gives me the error "Wrong version of RT 3.8.7 found; need 4.2.* at /apps/rt4/sbin/rt-server line 87.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: Wrong version of RT 3.8.7 found; need 4.2.* at /apps/rt4/sbin/rt-server line 87.\n" Has this happened to anyone else? Any suggestions? Installation information: Apache/mysql (remote server)/php/mod_perl2/perl 5.16.3 Thank you. --Dale --------------------------------------- Dale Poulter Coordinator, Search and Core Services Library Digital Services Vanderbilt University 419 21st Avenue South, Room 812 Nashville, TN 37203-2427 (615)343-5388 (615)207-9705 (cell) dale.poulter at vanderbilt.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From dale.poulter at Vanderbilt.Edu Sun Feb 7 16:12:18 2016 From: dale.poulter at Vanderbilt.Edu (Poulter, Dale) Date: Sun, 7 Feb 2016 21:12:18 +0000 Subject: [rt-users] RT upgrade still seeing old version In-Reply-To: <4B55C1D28471794C811F425520B7B2255416E74A@ITS-HCWNEM104.ds.vanderbilt.edu> References: <4B55C1D28471794C811F425520B7B2255416E74A@ITS-HCWNEM104.ds.vanderbilt.edu> Message-ID: <4B55C1D28471794C811F425520B7B2255416F4E8@ITS-HCWNEM104.ds.vanderbilt.edu> In case others experience this issue. I was able locate 2 solutions. 1- Recompile mod_perl2 using the current version of perl 2- Switch from mod_perl to mod_fcgid - this is the option we selected. -Dale From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Poulter, Dale Sent: Saturday, February 6, 2016 6:59 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT upgrade still seeing old version We recently upgraded from 3.8.7 to 4.2.12. The upgrade on our development machine went great and the upgrade on production seem to go well also until restarting apache with the new configuration. When restarting it gives me the error "Wrong version of RT 3.8.7 found; need 4.2.* at /apps/rt4/sbin/rt-server line 87.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: Wrong version of RT 3.8.7 found; need 4.2.* at /apps/rt4/sbin/rt-server line 87.\n" Has this happened to anyone else? Any suggestions? Installation information: Apache/mysql (remote server)/php/mod_perl2/perl 5.16.3 Thank you. --Dale --------------------------------------- Dale Poulter Coordinator, Search and Core Services Library Digital Services Vanderbilt University 419 21st Avenue South, Room 812 Nashville, TN 37203-2427 (615)343-5388 (615)207-9705 (cell) dale.poulter at vanderbilt.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From zodal at centrum.cz Mon Feb 8 12:10:21 2016 From: zodal at centrum.cz (zodal at centrum.cz) Date: Mon, 8 Feb 2016 18:10:21 +0100 Subject: [rt-users] Fw: important message Message-ID: <00004efc547b$88306f84$6452954a$@centrum.cz> Hello! New message, please read zodal at centrum.cz -------------- next part -------------- An HTML attachment was scrubbed... URL: From zodal at centrum.cz Mon Feb 8 12:10:21 2016 From: zodal at centrum.cz (zodal at centrum.cz) Date: Mon, 8 Feb 2016 18:10:21 +0100 Subject: [rt-users] Fw: important message Message-ID: <00004efc547b$88306f84$6452954a$@centrum.cz> Hello! New message, please read zodal at centrum.cz -------------- next part -------------- An HTML attachment was scrubbed... URL: From zzzz67 at hotmail.com Mon Feb 8 14:10:40 2016 From: zzzz67 at hotmail.com (Travis Slusher) Date: Mon, 8 Feb 2016 19:10:40 +0000 Subject: [rt-users] UI notification for Scrip changes Message-ID: I think I just need confirmation on this: I am changing a field using a Scrip on the Transaction to change a custom field from the user entering "N/A" to have it say "None" (this is a simplified version of what I'm really doing). On the UI, it will say "Custom Field changed from x to N/A" but it will not say anything about it changing from "N/A" to "None". Is this any way to show the user this on the screen, without using email notifications? There does not seem to be since the Scrip is running separately. Thanks. From lwiscovitch at monetra.com Mon Feb 8 16:35:31 2016 From: lwiscovitch at monetra.com (Lee Wiscovitch) Date: Mon, 8 Feb 2016 16:35:31 -0500 Subject: [rt-users] Migrating RT3.8 database to RT4.2 Message-ID: <56B90A23.9030101@monetra.com> So first off, somehow never used a mailing list before so if I'm doing this wrong many apologies ;) We're currently running RT3.8.11 on Ubuntu and it's functioning about as best as we can expect. I'm currently documenting/testing installing RT4.2 via aptitude on Debian Jessie. We're trying to avoid installing from source for several reasons. I'm getting to the point that I need to figure out how to handle migrating the tickets/attachments from the RT3.8 instance to this new RT4.2 instance. I found this page: http://www.math.ias.edu/~tarzadon/pages/posts/migrating-rt-3.6.4-to-rt-4.0-88.php And while the versions are off, seems simple enough. My concern is that is all I've found so far, so don't want to just blindly assume that is the best way to approach this. We're not going to upgrade the existing RT3.8 instance, we want a new fresh RT4.2 instance but with the existing tickets/attachments. There is no import/export feature that I can use right? Any comments/suggestions would be appreciated! From mzagrabe at d.umn.edu Mon Feb 8 16:44:00 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 8 Feb 2016 15:44:00 -0600 Subject: [rt-users] Migrating RT3.8 database to RT4.2 In-Reply-To: <56B90A23.9030101@monetra.com> References: <56B90A23.9030101@monetra.com> Message-ID: On Mon, Feb 8, 2016 at 3:35 PM, Lee Wiscovitch wrote: > There is no import/export feature that I can use right? https://www.bestpractical.com/docs/rt/4.2/backups.html -m From rbraam at gmail.com Tue Feb 9 02:05:04 2016 From: rbraam at gmail.com (roeland) Date: Tue, 9 Feb 2016 00:05:04 -0700 (MST) Subject: [rt-users] How to send Custom Field values to SYSLOG Message-ID: <1455001504471-61314.post@n7.nabble.com> Hello, I want to create a feedback loop using SYSLOG towards my SIEM. I managed to send the ticket subject , but i'm unable to send Custom Field values. I have the following code in the "Custom action commit code:" my $ticket = $self->TicketObj; RT->Logger->error($ticket->SubjectTag); return 1; How can i add specific Custom Field Values to the SYSLOG output? -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-send-Custom-Field-values-to-SYSLOG-tp61314.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rbraam at gmail.com Tue Feb 9 06:40:18 2016 From: rbraam at gmail.com (roeland) Date: Tue, 9 Feb 2016 04:40:18 -0700 (MST) Subject: [rt-users] How to send Custom Field values to SYSLOG In-Reply-To: <1455001504471-61314.post@n7.nabble.com> References: <1455001504471-61314.post@n7.nabble.com> Message-ID: <1455018018326-61315.post@n7.nabble.com> Allright ..... got it. It was more obvious then expected! RT->Logger->error($ticket->SubjectTag ." , ". $ticket->FirstCustomFieldValue('generatorUri')); -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-send-Custom-Field-values-to-SYSLOG-tp61314p61315.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dale.poulter at Vanderbilt.Edu Tue Feb 9 13:40:41 2016 From: dale.poulter at Vanderbilt.Edu (Poulter, Dale) Date: Tue, 9 Feb 2016 18:40:41 +0000 Subject: [rt-users] rt-mailgate issues with 4.2.12 (Use of uninitialized value $NewSubject) Message-ID: <4B55C1D28471794C811F425520B7B22554173870@ITS-HCWNEM104.ds.vanderbilt.edu> We upgraded to 4.2.12 and everything looked ok. However, we are now unable to submit tickets via email using rt-mailgate. I have seen many posts but none of the proposed solutions seem to work. We are using the same command as we did in 3.8.7 for sendmail . Here is our setup. Perl: 5.16.3 Rt-mailgate is using sendmail testemail: "|/apps/rt4/bin/rt-mailgate \ --queue 'General' --action correspond \ --url https://requesttracker.edu/ --no-verify-ssl" In RT_SiteConfig.pm Set($WebFallbackToRTLogin, "true"); Set($WebRemoteUserAutocreate, 1); Error: Command line : not ok - Could not load a valid user RT debug log; [20557] [Tue Feb 9 18:36:23 2016] [warning]: Use of uninitialized value $NewSubject in scalar chomp at /apps/rt4/sbin/../lib/RT/Interface/Email.pm line 1374. (/apps/rt4/sbin/../lib/RT/Interface/Email.pm:1374) [20557] [Tue Feb 9 18:36:23 2016] [error]: Couldn't parse or find sender's address (/apps/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74) [20557] [Tue Feb 9 18:36:23 2016] [error]: Could not record email: Could not load a valid user (/apps/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) --Dale --------------------------------------- Dale Poulter Coordinator, Search and Core Services Library Digital Services Vanderbilt University 419 21st Avenue South, Room 812 Nashville, TN 37203-2427 (615)343-5388 (615)207-9705 (cell) dale.poulter at vanderbilt.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From borepstein at gmail.com Tue Feb 9 15:57:38 2016 From: borepstein at gmail.com (Boris Epstein) Date: Tue, 9 Feb 2016 15:57:38 -0500 Subject: [rt-users] RT 4.2 suddenly reset to a nonsensical view Message-ID: Hello listmates, Has anybody ever discovered a situation where all of a sudden your view resets to a non-sensical view where your search, tickets, etc. configs - all the advanced options - are gone and all you see is a view which is essentially useless. Tickets, however, seem to be there - if you specify them by number. Any idea what this could be - or how to reset it to something reasonable? Thanks. Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Feb 9 16:01:44 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 9 Feb 2016 15:01:44 -0600 Subject: [rt-users] RT 4.2 suddenly reset to a nonsensical view In-Reply-To: References: Message-ID: On Tue, Feb 9, 2016 at 2:57 PM, Boris Epstein wrote: > Hello listmates, > > Has anybody ever discovered a situation where all of a sudden your view > resets to a non-sensical view where your search, tickets, etc. configs - all > the advanced options - are gone and all you see is a view which is > essentially useless. Tickets, however, seem to be there - if you specify > them by number. > > Any idea what this could be - or how to reset it to something reasonable? Is it SelfService? Unprivileged users are forced to the SelfService web space of RT. Is your account privileged? -m From shawn at bestpractical.com Tue Feb 9 16:02:14 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Tue, 9 Feb 2016 16:02:14 -0500 Subject: [rt-users] RT 4.2 suddenly reset to a nonsensical view In-Reply-To: References: Message-ID: On 2016?2?9? at 15:57:44, Boris Epstein (borepstein at gmail.com) wrote: Hello listmates, Hi Boris, Has anybody ever discovered a situation where all of a sudden your view resets to a non-sensical view where your search, tickets, etc. configs - all the advanced options - are gone and all you see is a view which is essentially useless. Tickets, however, seem to be there - if you specify them by number. Any idea what this could be - or how to reset it to something reasonable? What?s the URL? Sounds like you ended up in self-service. Thanks. Boris. Thanks, Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From borepstein at gmail.com Tue Feb 9 16:03:15 2016 From: borepstein at gmail.com (Boris Epstein) Date: Tue, 9 Feb 2016 16:03:15 -0500 Subject: [rt-users] RT 4.2 suddenly reset to a nonsensical view In-Reply-To: References: Message-ID: On Tue, Feb 9, 2016 at 4:01 PM, Matt Zagrabelny wrote: > On Tue, Feb 9, 2016 at 2:57 PM, Boris Epstein > wrote: > > Hello listmates, > > > > Has anybody ever discovered a situation where all of a sudden your view > > resets to a non-sensical view where your search, tickets, etc. configs - > all > > the advanced options - are gone and all you see is a view which is > > essentially useless. Tickets, however, seem to be there - if you specify > > them by number. > > > > Any idea what this could be - or how to reset it to something reasonable? > > Is it SelfService? > > Unprivileged users are forced to the SelfService web space of RT. > > Is your account privileged? > > -m > Matt, It may be - I am a privilleged user and have not seen self-service in a long time - it may well be. Question is if that is the case how did I lose my privilleges? What happened? This is positively weird. Thanks. Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From borepstein at gmail.com Tue Feb 9 16:05:42 2016 From: borepstein at gmail.com (Boris Epstein) Date: Tue, 9 Feb 2016 16:05:42 -0500 Subject: [rt-users] RT 4.2 suddenly reset to a nonsensical view In-Reply-To: References: Message-ID: Shawn, Yes indeed, the url is: http:///rt/SelfService/ It is unwilling to go anywhere else. Any idea why this would happen? Thanks for excellent response. Boris. On Tue, Feb 9, 2016 at 4:02 PM, Shawn Moore wrote: > On 2016?2?9? at 15:57:44, Boris Epstein (borepstein at gmail.com) wrote: > > Hello listmates, > > Hi Boris, > > Has anybody ever discovered a situation where all of a sudden your view > resets to a non-sensical view where your search, tickets, etc. configs - > all the advanced options - are gone and all you see is a view which is > essentially useless. Tickets, however, seem to be there - if you specify > them by number. > > Any idea what this could be - or how to reset it to something reasonable? > > What?s the URL? Sounds like you ended up in self-service. > > Thanks. > > Boris. > > > Thanks, > Shawn > > > --------- > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany ? March 14 & 15, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Feb 9 16:10:31 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 9 Feb 2016 15:10:31 -0600 Subject: [rt-users] RT 4.2 suddenly reset to a nonsensical view In-Reply-To: References: Message-ID: On Tue, Feb 9, 2016 at 3:05 PM, Boris Epstein wrote: > Shawn, > > Yes indeed, the url is: http:///rt/SelfService/ > > It is unwilling to go anywhere else. > > Any idea why this would happen? Somehow your account became unprivileged. I'm not sure if there is a history of pivilegeness of users, but there could be something in the database. -m From borepstein at gmail.com Tue Feb 9 16:12:53 2016 From: borepstein at gmail.com (Boris Epstein) Date: Tue, 9 Feb 2016 16:12:53 -0500 Subject: [rt-users] RT 4.2 suddenly reset to a nonsensical view In-Reply-To: References: Message-ID: On Tue, Feb 9, 2016 at 4:10 PM, Matt Zagrabelny wrote: > On Tue, Feb 9, 2016 at 3:05 PM, Boris Epstein > wrote: > > Shawn, > > > > Yes indeed, the url is: http:///rt/SelfService/ > > > > It is unwilling to go anywhere else. > > > > Any idea why this would happen? > > Somehow your account became unprivileged. > > I'm not sure if there is a history of pivilegeness of users, but there > could be something in the database. > > -m > Matt, Shawn: Thank you! Matt, actually it turned out to be something different. Somehow something in the browsing history/cookies told the RT to kick me into SelfService. I deleted my browsing history in Chrome - and that worked like a charm, I am back to my familiar interface. Wow, that was a scare:) Thank you very much for your help, everybody! Cheers, Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From curtisb at vianet.ca Tue Feb 9 17:10:00 2016 From: curtisb at vianet.ca (Curtis Bruneau) Date: Tue, 9 Feb 2016 17:10:00 -0500 Subject: [rt-users] Ticket_Overlay/Attachment_Overlay->Import for 4.x? Message-ID: <56BA63B8.3080209@vianet.ca> Has anyone tried to port the 'Import' methods in the old 3.x Ticket_Overlay.pm, and Attachment_Overlay.pm to RT 4.x? (4.2.x here). I understand the new way to do overlays are to use Ticket_Local.pm or Attachment_Local.pm file names. I'm going to try copying over the methods and dependent methods. I'm just curious if anyone has tried to do this before. I'm trying to use an export/import script that uses those methods. There's also Create methods in the _Overlay.pm that is a bit concerning as it appears to overlay the ones in Ticket.pm/Attachment.pm. I'm currently in a development environment and will likely only use it temporarily when doing the import so it doesn't need to work with a running web RT. Thanks for your time, Curtis From curtisb at vianet.ca Tue Feb 9 18:08:00 2016 From: curtisb at vianet.ca (Curtis Bruneau) Date: Tue, 9 Feb 2016 18:08:00 -0500 Subject: [rt-users] Ticket_Overlay/Attachment_Overlay->Import for 4.x? In-Reply-To: <56BA63B8.3080209@vianet.ca> References: <56BA63B8.3080209@vianet.ca> Message-ID: <56BA7150.8060202@vianet.ca> I noticed the 4.0.x code base has ->Import included in Ticket.pm and Attachment.pm. I'm going to try starting from there but I'm wondering if there's any known technical reasons why these methods may not work in rt 4.2.x Thanks again, Curtis On 2/9/2016 5:10 PM, Curtis Bruneau wrote: > Has anyone tried to port the 'Import' methods in the old 3.x > Ticket_Overlay.pm, and Attachment_Overlay.pm to RT 4.x? (4.2.x here). > > I understand the new way to do overlays are to use Ticket_Local.pm or > Attachment_Local.pm file names. > > I'm going to try copying over the methods and dependent methods. I'm > just curious if anyone has tried to do this before. I'm trying to use > an export/import script that uses those methods. There's also Create > methods in the _Overlay.pm that is a bit concerning as it appears to > overlay the ones in Ticket.pm/Attachment.pm. I'm currently in a > development environment and will likely only use it temporarily when > doing the import so it doesn't need to work with a running web RT. > > Thanks for your time, > > Curtis > > --------- > RT 4.4 and RTIR Training Sessions > (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From john at yvig.com Wed Feb 10 02:11:12 2016 From: john at yvig.com (John Andersen) Date: Tue, 9 Feb 2016 23:11:12 -0800 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 Message-ID: I'm hoping a second (or more) set of eyes can help me out here. I upgraded from 4.2.12 to 4.4.0 and somehow broke LDAP authentication. For background. this particular installation went live 10 years ago and has been carried over (mostly flawlessly I might add) from version to version over that 10 years; I try to stay on the most recent stable version. Things I have done to test so far: 1) Tested with my existing config carried over from the working 4.2.12 install -- NO GOOD 2) I changed my settings to exactly what is in the documentation -- NO GOOD 3) I installed ldap-utils and tested my filters with success. I'm sure they work. I have also confirmed that my ldap user is binding correctly and can pull permissions. Interestingly, I have the exact same settings on LDAPImport and it **IS** working correctly. The frustrating thing is that, even with debugging turned on (logging to syslog), I can get no detailed error message on LDAP under either syslog or the apache log. All I get is the following message: ------- Feb 9 23:00:15 rt RT: [21718] FAILED LOGIN for andersjp from 172.28.160.152 ----- Internal auth is working. Here is my LDAP config. Any ideas? Happy to provide any troubleshooting info I have. Also for what it's worth, the odd-looking ldap filter is a way to filter out some unwanted data and has been working for years. I also attempted adding the '(&(...' to the beginning of the filters (which LDAP Auth seems to infer automatically for some reason). Again, still wouldn't work. ----- Set( $ExternalAuthPriority,['LDAP_DIR3']); Set( $ExternalInfoPriority,['LDAP_DIR3']); Set( $ExternalServiceUsesSSLorTLS, 0); Set( $AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'LDAP_DIR3' => { 'type' => 'ldap', 'server' => 'dir3.sch.ad', 'user' => 'ldapbind at sch.ad', 'pass' => '*censored*', 'base' => 'dc=sch,dc=ad', # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # The filter to use to match RT-Users 'filter' => '(mail=*)(sAMAccountType=805306368)', #'filter' => '(objectClass=*)', # The filter that will only match disabled users 'd_filter' => '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', #'tls' => 0, #'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], #'group' => 'GROUP', #'group_attr' => 'GROUP_ATTR', 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'company', 'RealName' => 'cn', 'WorkPhone' => 'telephoneNumber', 'MobilePhone' => 'mobile', } } } ); For some added information, here is the WORKING LDAPImport config: ------ ## LDAPImport Settings Set( $LDAPHost, 'dir3.sch.ad' ); Set( $LDAPUser, 'ldapbind at sch.ad' ); Set( $LDAPPassword, '*censored*' ); Set( $LDAPBase, 'ou=SCH Users,dc=sch,dc=ad' ); Set( $LDAPFilter, '(&(mail=*)(sAMAccountType=805306368))' ); Set( $LDAPDisabledFilter, '(&(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2))' ); Set( $LDAPSkipAutogeneratedGroup, 1 ); Set( $LDAPUpdateUsers, 1 ); # Get groups from LDAP too Set( $LDAPGroupBase, 'ou=SCH Groups,dc=sch,dc=ad' ); Set( $LDAPGroupFilter, '(objectClass=group)' ); Set( $LDAPGroupMapping, { Name => 'cn', Member_Attr => 'member', Member_Attr_Value => 'dn' } ); Set( $LDAPMapping, { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'company', 'UserCF.Department' => 'department', 'RealName' => 'cn', 'WorkPhone' => 'telephoneNumber', 'MobilePhone' => 'mobile' } ); I'd be grateful for any ideas or pointers! Thank you, John -------------- next part -------------- An HTML attachment was scrubbed... URL: From jordantaylor781 at googlemail.com Wed Feb 10 05:56:40 2016 From: jordantaylor781 at googlemail.com (Jordan Taylor) Date: Wed, 10 Feb 2016 10:56:40 +0000 Subject: Autoset owner by custom field value In-Reply-To: References: Message-ID: > Hi all, > > Any help here means alot! Im on the latest version of RT. > > What I want to do is, I want the script to automatically set the owner based on the custom field which there are a few users that need made owner of certain values. > > The example script that I have is as follows however it doesn?t work? ; > > > > #---------------------------------------------------------------------------- > # Custom action Preparation Code: > #---------------------------------------------------------------------------- > # > # set new ticket owner id value > # > # 42 - Frank > # 148 - Bob > # 5125 - Sally > # 9324 - Roberta > # 73886 - Ted > # > > my %orgs = qw( > Budget-Direct 148 > Budget-Indirect 148 > Controller-AP 5125 > Controller-AR 73886 > Controller-GA 148 > Controller-PR 42 > Facilities 42 > Field OPS 42 > OCFO-Other 42 > Procurement 9324 > Property 9324 > SPO 73886 > Travel 5125 > Other 42 > ); > > my $cf = new RT::CustomField($RT::SystemUser); > $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org"); > return 0 unless $cf->id; > my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org'); > my $ownerid = $orgs{$cfvalue}; > > # set Ticket Due date & Owner ID > > $ticket->SetOwner($ownerid); > > return 1; > #---------------------------------------------------------------------------- > # Custom action Cleanup Code: > #---------------------------------------------------------------------------- > > return 1; > > > Any help would mean a great deal, > > Many Thanks, > > Jordan -------------- next part -------------- An HTML attachment was scrubbed... URL: From gregory.pickett at hellfiresecurity.com Wed Feb 10 07:12:33 2016 From: gregory.pickett at hellfiresecurity.com (Gregory Pickett) Date: Wed, 10 Feb 2016 06:12:33 -0600 Subject: [rt-users] Adding Queue to Incident Report Display Message-ID: <2297fa0c71940c1a09458a7cfca120c4@hellfiresecurity.com> Hello list, If I have a new queue, named Tune, and I want to add it to the ticket display for Incident Reports so that I can create a ticket in the Tune queue from there, and have it linked to the Incident Report, what do I need to do? Basically, I want to do the same thing that we can currently do with Blocks in Incidents. Just with Tune in Incident Reports. Greg -- Gregory Pickett, CISSP, GCIA, GPEN Cybersecurity Operations Hellfire Security 1608 S. Ashland Ave. #49583 Chicago, IL 60608 (312) 436-0133 www.hellfiresecurity.com [1] Links: ------ [1] http://www.hellfiresecurity.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sandi.kuzma at halcom.si Wed Feb 10 08:35:32 2016 From: sandi.kuzma at halcom.si (sandik) Date: Wed, 10 Feb 2016 06:35:32 -0700 (MST) Subject: [rt-users] Insert article on ticket reply or comment Message-ID: <1455111332132-61330.post@n7.nabble.com> Hi All, we encountered problem assigning article when replying or commenting on ticket. Same procedure works OK when new ticket is created. On ticket create we're able to chose topic from dropdown "Choose from Topics in /Queue/". Then another dropdown ("Select an Article from /Topic/") appears with articles you can chose from. When you select it article contents is written in text box below. When reply or comment on existing ticket everything is the same as described above with only difference that selected article doesn't appear in text box (page also reloads when article is chosen as on create but article contents is not there). Same behavior is with "include article" field. On create ticket it inserts article in text box on reply or comment not. First we tried with RT version 4.2.12 then we upgraded to 4.4 but the problem remains. We tried with "root" user (full access) and privileged user no difference. In RT_SiteConfig.pm we added these two lines: Set($ArticleOnTicketCreate, 1); Set($HideArticleSearchOnReplyCreate, 0); I hope I was clear enough where is problem. Best Regards, Sandi -- View this message in context: http://requesttracker.8502.n7.nabble.com/Insert-article-on-ticket-reply-or-comment-tp61330.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dale.poulter at Vanderbilt.Edu Wed Feb 10 09:17:41 2016 From: dale.poulter at Vanderbilt.Edu (Poulter, Dale) Date: Wed, 10 Feb 2016 14:17:41 +0000 Subject: [rt-users] rt-mailgate issues with 4.2.12 (Use of uninitialized value $NewSubject) In-Reply-To: <4B55C1D28471794C811F425520B7B2255417386B@ITS-HCWNEM104.ds.vanderbilt.edu> References: <4B55C1D28471794C811F425520B7B2255417386B@ITS-HCWNEM104.ds.vanderbilt.edu> Message-ID: <4B55C1D28471794C811F425520B7B22554174D8A@ITS-HCWNEM104.ds.vanderbilt.edu> All, It appears that the problem is even more widespread. The system will not accept any email. The errors appear to point to missing subjects and from addresses but the process worked before the upgrade. ANY help will be appreciated. I am out of ideas. -Dale From: Poulter, Dale Sent: Tuesday, February 09, 2016 12:41 PM To: rt-users at lists.bestpractical.com Subject: rt-mailgate issues with 4.2.12 (Use of uninitialized value $NewSubject) We upgraded to 4.2.12 and everything looked ok. However, we are now unable to submit tickets via email using rt-mailgate. I have seen many posts but none of the proposed solutions seem to work. We are using the same command as we did in 3.8.7 for sendmail . Here is our setup. Perl: 5.16.3 Rt-mailgate is using sendmail testemail: "|/apps/rt4/bin/rt-mailgate \ --queue 'General' --action correspond \ --url https://requesttracker.edu/ --no-verify-ssl" In RT_SiteConfig.pm Set($WebFallbackToRTLogin, "true"); Set($WebRemoteUserAutocreate, 1); Error: Command line : not ok - Could not load a valid user RT debug log; [20557] [Tue Feb 9 18:36:23 2016] [warning]: Use of uninitialized value $NewSubject in scalar chomp at /apps/rt4/sbin/../lib/RT/Interface/Email.pm line 1374. (/apps/rt4/sbin/../lib/RT/Interface/Email.pm:1374) [20557] [Tue Feb 9 18:36:23 2016] [error]: Couldn't parse or find sender's address (/apps/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74) [20557] [Tue Feb 9 18:36:23 2016] [error]: Could not record email: Could not load a valid user (/apps/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) --Dale --------------------------------------- Dale Poulter Coordinator, Search and Core Services Library Digital Services Vanderbilt University 419 21st Avenue South, Room 812 Nashville, TN 37203-2427 (615)343-5388 (615)207-9705 (cell) dale.poulter at vanderbilt.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Feb 10 10:19:21 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 10 Feb 2016 09:19:21 -0600 Subject: [rt-users] [phish?] Re: rt-mailgate issues with 4.2.12 (Use of uninitialized value $NewSubject) In-Reply-To: <4B55C1D28471794C811F425520B7B22554174D8A@ITS-HCWNEM104.ds.vanderbilt.edu> References: <4B55C1D28471794C811F425520B7B2255417386B@ITS-HCWNEM104.ds.vanderbilt.edu> <4B55C1D28471794C811F425520B7B22554174D8A@ITS-HCWNEM104.ds.vanderbilt.edu> Message-ID: On Wed, Feb 10, 2016 at 8:17 AM, Poulter, Dale wrote: > All, > > > > It appears that the problem is even more widespread. The system will not > accept any email. The errors appear to point to missing subjects and from > addresses but the process worked before the upgrade. ANY help will be > appreciated. I am out of ideas. Is sendmail/postfix/exim/etc. listening? Can you send email to the system locally? date | mail -s 'a test email that shows the date' somebody at vanderbuilt.edu Have you checked the firewall? Start with the basics and work your way up the stack. -m From mzagrabe at d.umn.edu Wed Feb 10 10:46:46 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 10 Feb 2016 09:46:46 -0600 Subject: [rt-users] Autoset owner by custom field value In-Reply-To: References: Message-ID: Hey Jordan, On Wed, Feb 10, 2016 at 4:56 AM, Jordan Taylor via rt-users wrote: > >> Any help here means alot! Im on the latest version of RT. >> >> What I want to do is, I want the script to automatically set the owner based on the custom field which there are a few users that need made owner of certain values. >> >> The example script that I have is as follows however it doesn?t work? ; >> >> >> >> #---------------------------------------------------------------------------- >> # Custom action Preparation Code: >> #---------------------------------------------------------------------------- >> # >> # set new ticket owner id value >> # >> # 42 - Frank >> # 148 - Bob >> # 5125 - Sally >> # 9324 - Roberta >> # 73886 - Ted >> # >> >> my %orgs = qw( >> Budget-Direct 148 >> Budget-Indirect 148 >> Controller-AP 5125 >> Controller-AR 73886 >> Controller-GA 148 >> Controller-PR 42 >> Facilities 42 >> Field OPS 42 >> OCFO-Other 42 >> Procurement 9324 >> Property 9324 >> SPO 73886 >> Travel 5125 >> Other 42 >> ); >> >> my $cf = new RT::CustomField($RT::SystemUser); >> $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org"); >> return 0 unless $cf->id; >> my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org'); The code looks sensible. Try adding some logging to see what is going on: RT->Logger->error($cfvalue); >> my $ownerid = $orgs{$cfvalue}; RT->Logger->error($ownerid); >> # set Ticket Due date & Owner ID >> >> $ticket->SetOwner($ownerid); >> >> return 1; Cheers, -m From lwiscovitch at monetra.com Wed Feb 10 10:48:38 2016 From: lwiscovitch at monetra.com (Lee Wiscovitch) Date: Wed, 10 Feb 2016 10:48:38 -0500 Subject: [rt-users] Migrating RT3.8 database to RT4.2 In-Reply-To: References: <56B90A23.9030101@monetra.com> Message-ID: <56BB5BD6.1030108@monetra.com> Thanks, that looks like it could be an option too. Digging through the docs more, I see that there are two utilities that could be more useful: rt-serializer rt-importer If I'm reading it correctly, I can use rt-serializer to export the contents of the RT3.8 database and then take that and feed it into the rt-importer on the RT4.2 instance. But, it doesn't look like they existed in RT3.8...So maybe not really an option? I wonder if I could still point the RT4.2 rt-serializer to the RT3.8 mysql database and still use it? On 02/08/2016 04:44 PM, Matt Zagrabelny wrote: > On Mon, Feb 8, 2016 at 3:35 PM, Lee Wiscovitch wrote: > >> There is no import/export feature that I can use right? > https://www.bestpractical.com/docs/rt/4.2/backups.html > > -m From jbrandt at bestpractical.com Wed Feb 10 10:59:19 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 10 Feb 2016 10:59:19 -0500 Subject: [rt-users] Migrating RT3.8 database to RT4.2 In-Reply-To: <56BB5BD6.1030108@monetra.com> References: <56B90A23.9030101@monetra.com> <56BB5BD6.1030108@monetra.com> Message-ID: <56BB5E57.6070202@bestpractical.com> Hi Lee, The typical upgrade path is to take a backup of your database (I think that's what Matt was pointing out), restore it on the new machine, then follow the steps in 6b in the README: https://bestpractical.com/docs/rt/4.2/README.html (It's good to read the whole README, but those are the key bits that are different for upgrading an existing instance.) The upgrade scripts will then upgrade your database to be compatible with the new version of RT. The serializer and importer tools are typically used in special cases where a DB upgrade won't work, like moving from one brand of DB to another or doing other things like joining two RT's together. Jim On 2/10/16 10:48 AM, Lee Wiscovitch wrote: > Thanks, that looks like it could be an option too. > > Digging through the docs more, I see that there are two utilities that > could be more useful: > > rt-serializer > rt-importer > > If I'm reading it correctly, I can use rt-serializer to export the > contents of the RT3.8 database and then take that and feed it into the > rt-importer on the RT4.2 instance. > > But, it doesn't look like they existed in RT3.8...So maybe not really > an option? I wonder if I could still point the RT4.2 rt-serializer to > the RT3.8 mysql database and still use it? > > On 02/08/2016 04:44 PM, Matt Zagrabelny wrote: >> On Mon, Feb 8, 2016 at 3:35 PM, Lee Wiscovitch >> wrote: >> >>> There is no import/export feature that I can use right? >> https://www.bestpractical.com/docs/rt/4.2/backups.html >> >> -m > > > --------- > RT 4.4 and RTIR Training Sessions > (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 From jordantaylor781 at googlemail.com Wed Feb 10 12:20:14 2016 From: jordantaylor781 at googlemail.com (Jordan Taylor) Date: Wed, 10 Feb 2016 17:20:14 +0000 Subject: [rt-users] Autoset owner by custom field value In-Reply-To: References: Message-ID: Hi Matt, Thanks for the reply i got it sorted with a different script which i have done 1 per owner... See bellow script, hope it helps others that are looking to do the same kind of script. #in custom action preparation code if ($self->TransactionObj->Type eq 'Create' && $self->TicketObj->FirstCustomFieldValue(?YOUR CUSTOM FIELD NAME') eq ?YOUR CUSTOM FIELD VALUE?){ return 1;} elsif ($self->TransactionObj->Type eq 'Create' && $self->TicketObj->FirstCustomFieldValue(?YOUR CUSTOM FIELD NAME?) eq ?YOUR CUSTOM FIELD VALUE?){ return 1;} else{ return 0;} #in custom action commit code: $self->TicketObj->SetOwner(?JOHN DOE?); return 1; Thanks, Jordan On 10 Feb 2016 15:46, "Matt Zagrabelny" wrote: > Hey Jordan, > > On Wed, Feb 10, 2016 at 4:56 AM, Jordan Taylor via rt-users > wrote: > > > >> Any help here means alot! Im on the latest version of RT. > >> > >> What I want to do is, I want the script to automatically set the owner > based on the custom field which there are a few users that need made owner > of certain values. > >> > >> The example script that I have is as follows however it doesn?t work? ; > >> > >> > >> > >> > #---------------------------------------------------------------------------- > >> # Custom action Preparation Code: > >> > #---------------------------------------------------------------------------- > >> # > >> # set new ticket owner id value > >> # > >> # 42 - Frank > >> # 148 - Bob > >> # 5125 - Sally > >> # 9324 - Roberta > >> # 73886 - Ted > >> # > >> > >> my %orgs = qw( > >> Budget-Direct 148 > >> Budget-Indirect 148 > >> Controller-AP 5125 > >> Controller-AR 73886 > >> Controller-GA 148 > >> Controller-PR 42 > >> Facilities 42 > >> Field OPS 42 > >> OCFO-Other 42 > >> Procurement 9324 > >> Property 9324 > >> SPO 73886 > >> Travel 5125 > >> Other 42 > >> ); > >> > >> my $cf = new RT::CustomField($RT::SystemUser); > >> $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org"); > >> return 0 unless $cf->id; > >> my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org'); > > The code looks sensible. Try adding some logging to see what is going on: > > RT->Logger->error($cfvalue); > > >> my $ownerid = $orgs{$cfvalue}; > > RT->Logger->error($ownerid); > > >> # set Ticket Due date & Owner ID > >> > >> $ticket->SetOwner($ownerid); > >> > >> return 1; > > Cheers, > > -m > -------------- next part -------------- An HTML attachment was scrubbed... URL: From shawn at bestpractical.com Wed Feb 10 12:20:42 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Wed, 10 Feb 2016 12:20:42 -0500 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 In-Reply-To: References: Message-ID: Hi John, On 2016?2?10? at 2:11:18, John Andersen (john at yvig.com) wrote: > For background. this particular installation went live 10 years ago and has > been carried over (mostly flawlessly I might add) from version to version > over that 10 years; I try to stay on the most recent stable version. I?m very happy to hear that RT has been running smoothly for you for so long! > Set( $ExternalAuthPriority,['LDAP_DIR3']); > Set( $ExternalInfoPriority,['LDAP_DIR3']); > Set( $ExternalServiceUsesSSLorTLS, 0); > Set( $AutoCreateNonExternalUsers, 1); > Set($ExternalSettings, { > ... > ); Could you try adding this as well? Set( $ExternalAuth, 1 ); > I'd be grateful for any ideas or pointers! Please let us know if that gets you back up and running. We?ll do a better job about this in 4.4.1. > Thank you, > John Thanks! Shawn From dwdixon at umich.edu Wed Feb 10 16:33:46 2016 From: dwdixon at umich.edu (dwdixon) Date: Wed, 10 Feb 2016 14:33:46 -0700 (MST) Subject: [rt-users] Cookie-based auth works, but takes me to login page In-Reply-To: <1279343595.1559.1390581357293.JavaMail.root@mallorn.com> References: <1279343595.1559.1390581357293.JavaMail.root@mallorn.com> Message-ID: <1455140026286-61338.post@n7.nabble.com> Hi there, did anyone ever respond to this post off list? I am having a very similar issue and am just wondering if there is a proper configuration guide (or if someone could walk me through it or provide a working example) on how to enable SSO to pass the external authentication cookie to RT and take the user directly into their specific account within RT? I did not see much detail at these links specific to "My_SSO_Cookie": https://metacpan.org/pod/RT::Authen::ExternalAuth https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie This second link shows sort of an example that is somewhat useful (immediately below) but I'm just wondering if anyone could provide an example with some of the "default" values filled in here related to the RT database/tables? I'm concerned with the second My_MySQL parameter and how to populate that but I'm most concerned the cookie parameters c_table, c_field, c_match_key ... is this inferring that the RT database should have this information or am I way off base? ********************************************************************** Set($ExternalSettings, { # An example SSO cookie service 'My_SSO_Cookie' => { 'type' => 'cookie', 'name' => 'loginCookieValue', 'u_table' => 'users', 'u_field' => 'username', 'u_match_key' => 'userID', 'c_table' => 'login_cookie', 'c_field' => 'loginCookieValue', 'c_match_key' => 'loginCookieUserID', 'db_service_name' => 'My_MySQL' }, 'My_MySQL' => { ... }, } ); ********************************************************************** I would be extremely grateful if someone were to show a redacted full working example of this configuration! Thank you much -- View this message in context: http://requesttracker.8502.n7.nabble.com/Cookie-based-auth-works-but-takes-me-to-login-page-tp56394p61338.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mzagrabe at d.umn.edu Wed Feb 10 17:47:21 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 10 Feb 2016 16:47:21 -0600 Subject: [rt-users] Cookie-based auth works, but takes me to login page In-Reply-To: <1455140026286-61338.post@n7.nabble.com> References: <1279343595.1559.1390581357293.JavaMail.root@mallorn.com> <1455140026286-61338.post@n7.nabble.com> Message-ID: *CAVEAT* I've never used this module. On Wed, Feb 10, 2016 at 3:33 PM, dwdixon wrote: > Hi there, did anyone ever respond to this post off list? I am having a very > similar issue and am just wondering if there is a proper configuration guide > (or if someone could walk me through it or provide a working example) on how > to enable SSO to pass the external authentication cookie to RT and take the > user directly into their specific account within RT? > > I did not see much detail at these links specific to "My_SSO_Cookie": > > https://metacpan.org/pod/RT::Authen::ExternalAuth > https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie > > This second link shows sort of an example that is somewhat useful > (immediately below) but I'm just wondering if anyone could provide an > example with some of the "default" values filled in here related to the RT > database/tables? I'm concerned with the second My_MySQL parameter and how > to populate that There is a link at the bottom of the https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie docs. I've pasted it below for convenience: https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI but I'm most concerned the cookie parameters c_table, > c_field, c_match_key ... is this inferring that the RT database should have > this information or am I way off base? >From looking at the configs, I believe something other than RT is giving the browser a cookie and placing that cookie value into a database. RT::Authen::ExternalAuth::DBI::Cookie is just the glue between RT and that authenticating service. -m From dwdixon at umich.edu Wed Feb 10 17:36:05 2016 From: dwdixon at umich.edu (dwdixon) Date: Wed, 10 Feb 2016 15:36:05 -0700 (MST) Subject: [rt-users] Cookie-based auth works, but takes me to login page In-Reply-To: References: <1279343595.1559.1390581357293.JavaMail.root@mallorn.com> <1455140026286-61338.post@n7.nabble.com> Message-ID: <1455143765929-61340.post@n7.nabble.com> > *CAVEAT* I've never used this module. > There is a link at the bottom of the > https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie docs. > I've pasted it below for convenience: > https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI Thanks for the quick response- I did see that link and took a look, but I was not certain I had to configure all of those details outlined at this link you mentioned: https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI since I'm only going to be using the "My_SSO_Cookie" ExternalAuth and not really directly using the "My_MySQL" external auth other than as a result of "My_SSO_Cookie" depending on it in at least some capacity it seems. Hope that makes sense...I'm just trying to minimize my config to only use the least possible to make "My_SSO_Cookie" work. > From looking at the configs, I believe something other than RT is > giving the browser a cookie and placing that cookie value into a > database. > RT::Authen::ExternalAuth::DBI::Cookie is just the glue between RT and > that authenticating service. Yes, I did understand that much, but as far as I'm aware unless something (Maybe "My_MySQL"??) writes these to a (RT's?) database I don't see how I would be populating the c_table, c_field, c_match_key otherwise? My external auth service is a SSO solution that sets a cookie in my browser and I can view that cookie using Chromes Cookie Inspector extension but there is no "database-like" structure to a/the cookie so I'm a bit confused by the parameters sounding like they should be from a database? Basically, I'm trying to discover the simplest way possible how do I get the cookie from the browser passed on to RT where RT says "I've checked the SSO cookie for User1 and User1 is already authenticated" "I've now checked the RT database and User1 exists in the RT database" "Now that I Know User1 exists I'm presenting his specific User1 RT session and dashboard etc. etc." "User1 is now fully automatically logged into RT based on his SSO authentication service cookie" Any clarity surrounding how this is done or if anyone does this currently and could shed some light on how to do this such as a working example config or just with more detail than the docs provide would be extremely helpful and I would be even more grateful! Thanks again- -- View this message in context: http://requesttracker.8502.n7.nabble.com/Cookie-based-auth-works-but-takes-me-to-login-page-tp56394p61340.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From john at yvig.com Thu Feb 11 00:07:49 2016 From: john at yvig.com (John Andersen) Date: Wed, 10 Feb 2016 21:07:49 -0800 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 In-Reply-To: References: Message-ID: Thank you for the response Shawn. I had rolled back to 4.2.12 but I threw up a test server based on my current production server and ran through the upgrade again, this time with your suggestion. Same result. What is maddening is that there don't seem to be any errors or anything. Other than telling me "FAILED LOGIN" I can't find anything in the logs that would point me in the right direction. In syslog I simply get: Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from 70.199.131.228 My LDAP config now looks like this: --------- Set($ExternalSettings, { # SCH LDAP Settings 'LDAP_DIR3' => { ## GENERIC SECTION 'type' => 'ldap', 'server' => 'dir3.sch.ad', 'user' => 'ldapbind at sch.ad', 'pass' => '********', 'base' => 'dc=sch,dc=ad', 'filter' => '(mail=*)(sAMAccountType=805306368)', 'd_filter' => '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], #'group' => 'GROUP', #'group_attr' => 'GROUP_ATTR', 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'company', 'RealName' => 'cn', 'WorkPhone' => 'telephoneNumber', 'MobilePhone' => 'mobile', } } } ); -John On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore wrote: > Hi John, > > On 2016?2?10? at 2:11:18, John Andersen (john at yvig.com) wrote: > > For background. this particular installation went live 10 years ago and > has > > been carried over (mostly flawlessly I might add) from version to version > > over that 10 years; I try to stay on the most recent stable version. > > I?m very happy to hear that RT has been running smoothly for you for so > long! > > > Set( $ExternalAuthPriority,['LDAP_DIR3']); > > Set( $ExternalInfoPriority,['LDAP_DIR3']); > > Set( $ExternalServiceUsesSSLorTLS, 0); > > Set( $AutoCreateNonExternalUsers, 1); > > Set($ExternalSettings, { > > ... > > ); > > Could you try adding this as well? > > Set( $ExternalAuth, 1 ); > > > I'd be grateful for any ideas or pointers! > > Please let us know if that gets you back up and running. We?ll do a better > job about this in 4.4.1. > > > Thank you, > > John > > Thanks! > Shawn > > --------- > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From john at yvig.com Thu Feb 11 00:23:27 2016 From: john at yvig.com (John Andersen) Date: Wed, 10 Feb 2016 21:23:27 -0800 Subject: [rt-users] Cookie-based auth works, but takes me to login page In-Reply-To: <1455143765929-61340.post@n7.nabble.com> References: <1279343595.1559.1390581357293.JavaMail.root@mallorn.com> <1455140026286-61338.post@n7.nabble.com> <1455143765929-61340.post@n7.nabble.com> Message-ID: Hi dwdixon, I wish I could show you a concrete working example. I had this working some time ago but abandoned it in favor of straight LDAP when we changed intranets. I believe you have it not quite correct when you speak of trying to get the cookie from the browser to RT. Actually, it is the server side cookie you need be concerned about. The RT::Authen::ExternalAuth::DBI::Cookie provides a configuration for you to reach into the database of another system to match existing cookies against users. Imagine you have, say, a WordPress intranet that is configured to store a cookie each time a user logs in. As you probably know, that cookie is kept for the duration of the session and obviates the need for the user to login on each subsequent page visit. If you can configure said intranet (beyond the scope of the RT documentation unfortunately) to store those cookies into tables in, say, a MySQL database, RT::Authen::ExternalAuth::DBI::Cookie can use the same database to lookup those cookies and match them to a user in RT, thereby allowing the user to login to RT without a password as well. You don't need to write the cookies to RT's database, it will reach into the other database and look at them. I know I'm not getting you much further down the path but hopefully just a bit helpful. -John On Wed, Feb 10, 2016 at 2:36 PM, dwdixon wrote: > > > > *CAVEAT* I've never used this module. > > > There is a link at the bottom of the > > https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI::Cookie docs. > > I've pasted it below for convenience: > > > https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI > > Thanks for the quick response- I did see that link and took a look, but I > was not certain I had to configure all of those details outlined at this > link you mentioned: https://metacpan.org/pod/RT::Authen::ExternalAuth::DBI > since I'm only going to be using the "My_SSO_Cookie" ExternalAuth and not > really directly using the "My_MySQL" external auth other than as a result > of > "My_SSO_Cookie" depending on it in at least some capacity it seems. Hope > that makes sense...I'm just trying to minimize my config to only use the > least possible to make "My_SSO_Cookie" work. > > > From looking at the configs, I believe something other than RT is > > giving the browser a cookie and placing that cookie value into a > > database. > > > RT::Authen::ExternalAuth::DBI::Cookie is just the glue between RT and > > that authenticating service. > > Yes, I did understand that much, but as far as I'm aware unless something > (Maybe "My_MySQL"??) writes these to a (RT's?) database I don't see how I > would be populating the c_table, c_field, c_match_key otherwise? My > external auth service is a SSO solution that sets a cookie in my browser > and > I can view that cookie using Chromes Cookie Inspector extension but there > is > no "database-like" structure to a/the cookie so I'm a bit confused by the > parameters sounding like they should be from a database? > > Basically, I'm trying to discover the simplest way possible how do I get > the > cookie from the browser passed on to RT where RT says > > "I've checked the SSO cookie for User1 and User1 is already authenticated" > "I've now checked the RT database and User1 exists in the RT database" > "Now that I Know User1 exists I'm presenting his specific User1 RT session > and dashboard etc. etc." > "User1 is now fully automatically logged into RT based on his SSO > authentication service cookie" > > Any clarity surrounding how this is done or if anyone does this currently > and could shed some light on how to do this such as a working example > config > or just with more detail than the docs provide would be extremely helpful > and I would be even more grateful! > > Thanks again- > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Cookie-based-auth-works-but-takes-me-to-login-page-tp56394p61340.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > --------- > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From john at yvig.com Thu Feb 11 00:27:39 2016 From: john at yvig.com (John Andersen) Date: Wed, 10 Feb 2016 21:27:39 -0800 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 In-Reply-To: References: Message-ID: Sorry, forgot to include the relevant part of the config. Here is is again: Set( $WebExternalAuth, 1 ); Set( $ExternalAuthPriority,['LDAP_DIR3']); Set( $ExternalInfoPriority,['LDAP_DIR3']); Set( $ExternalServiceUsesSSLorTLS, 0); Set( $AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'LDAP_DIR3' => { 'type' => 'ldap', 'server' => 'dir3.sch.ad', 'user' => 'ldapbind at sch.ad', 'pass' => '**********', 'base' => 'dc=sch,dc=ad', 'filter' => '(mail=*)(sAMAccountType=805306368)', 'd_filter' => '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], #'group' => 'GROUP', #'group_attr' => 'GROUP_ATTR', 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'company', 'RealName' => 'cn', 'WorkPhone' => 'telephoneNumber', 'MobilePhone' => 'mobile', } } } ); On Wed, Feb 10, 2016 at 9:07 PM, John Andersen wrote: > Thank you for the response Shawn. I had rolled back to 4.2.12 but I > threw up a test server based on my current production server and ran > through the upgrade again, this time with your suggestion. Same result. > What is maddening is that there don't seem to be any errors or anything. > Other than telling me "FAILED LOGIN" I can't find anything in the logs that > would point me in the right direction. In syslog I simply get: > > > Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from 70.199.131.228 > > > > My LDAP config now looks like this: > --------- > > Set($ExternalSettings, { # SCH LDAP Settings > 'LDAP_DIR3' => { ## GENERIC SECTION > > 'type' => 'ldap', > 'server' => 'dir3.sch.ad', > 'user' => 'ldapbind at sch.ad', > 'pass' => '********', > 'base' => 'dc=sch,dc=ad', > > > 'filter' => '(mail=*)(sAMAccountType=805306368)', > 'd_filter' => > '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', > > 'tls' => 0, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3 ], > #'group' => 'GROUP', > #'group_attr' => 'GROUP_ATTR', > > 'attr_match_list' => [ 'Name', > 'EmailAddress' > ], > > # The mapping of RT attributes on to LDAP attributes > 'attr_map' => { 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'company', > 'RealName' => 'cn', > 'WorkPhone' => 'telephoneNumber', > 'MobilePhone' => 'mobile', > } > } > } > ); > > > -John > > On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore > wrote: > >> Hi John, >> >> On 2016?2?10? at 2:11:18, John Andersen (john at yvig.com) wrote: >> > For background. this particular installation went live 10 years ago and >> has >> > been carried over (mostly flawlessly I might add) from version to >> version >> > over that 10 years; I try to stay on the most recent stable version. >> >> I?m very happy to hear that RT has been running smoothly for you for so >> long! >> >> > Set( $ExternalAuthPriority,['LDAP_DIR3']); >> > Set( $ExternalInfoPriority,['LDAP_DIR3']); >> > Set( $ExternalServiceUsesSSLorTLS, 0); >> > Set( $AutoCreateNonExternalUsers, 1); >> > Set($ExternalSettings, { >> > ... >> > ); >> >> Could you try adding this as well? >> >> Set( $ExternalAuth, 1 ); >> >> > I'd be grateful for any ideas or pointers! >> >> Please let us know if that gets you back up and running. We?ll do a >> better job about this in 4.4.1. >> >> > Thank you, >> > John >> >> Thanks! >> Shawn >> >> --------- >> RT 4.4 and RTIR Training Sessions ( >> http://bestpractical.com/services/training.html) >> * Hamburg Germany March 14 & 15, 2016 > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From john at yvig.com Thu Feb 11 00:44:06 2016 From: john at yvig.com (John Andersen) Date: Wed, 10 Feb 2016 21:44:06 -0800 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 In-Reply-To: References: Message-ID: One more thing I should note is that I'm quite sure there is not even an attempt to talk to the LDAP (Active Directory) server. I log all auth attempts to the domain controllers and no attempts are showing in the logs. I don't believe the requests are ever leaving the RT server. On Wed, Feb 10, 2016 at 9:27 PM, John Andersen wrote: > Sorry, forgot to include the relevant part of the config. Here is is > again: > > Set( $WebExternalAuth, 1 ); > > Set( $ExternalAuthPriority,['LDAP_DIR3']); > > Set( $ExternalInfoPriority,['LDAP_DIR3']); > > Set( $ExternalServiceUsesSSLorTLS, 0); > > Set( $AutoCreateNonExternalUsers, 1); > > > Set($ExternalSettings, { > > 'LDAP_DIR3' => { > > > 'type' => 'ldap', > > 'server' => 'dir3.sch.ad', > > 'user' => 'ldapbind at sch.ad', > > 'pass' => '**********', > > 'base' => 'dc=sch,dc=ad', > > > > 'filter' => '(mail=*)(sAMAccountType=805306368)', > > 'd_filter' => > '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', > > > 'tls' => 0, > > 'ssl_version' => 3, > > 'net_ldap_args' => [ version => 3 ], > > #'group' => 'GROUP', > > #'group_attr' => 'GROUP_ATTR', > > > 'attr_match_list' => [ 'Name', > > 'EmailAddress' > > ], > > > # The mapping of RT attributes on to LDAP attributes > > 'attr_map' => { 'Name' => 'sAMAccountName', > > 'EmailAddress' => 'mail', > > 'Organization' => 'company', > > 'RealName' => 'cn', > > 'WorkPhone' => 'telephoneNumber', > > 'MobilePhone' => 'mobile', > > } > > } > > } > > ); > > > On Wed, Feb 10, 2016 at 9:07 PM, John Andersen wrote: > >> Thank you for the response Shawn. I had rolled back to 4.2.12 but I >> threw up a test server based on my current production server and ran >> through the upgrade again, this time with your suggestion. Same result. >> What is maddening is that there don't seem to be any errors or anything. >> Other than telling me "FAILED LOGIN" I can't find anything in the logs that >> would point me in the right direction. In syslog I simply get: >> >> >> Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from >> 70.199.131.228 >> >> >> >> My LDAP config now looks like this: >> --------- >> >> Set($ExternalSettings, { # SCH LDAP Settings >> 'LDAP_DIR3' => { ## GENERIC SECTION >> >> 'type' => 'ldap', >> 'server' => 'dir3.sch.ad', >> 'user' => 'ldapbind at sch.ad', >> 'pass' => '********', >> 'base' => 'dc=sch,dc=ad', >> >> >> 'filter' => '(mail=*)(sAMAccountType=805306368)', >> 'd_filter' => >> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', >> >> 'tls' => 0, >> 'ssl_version' => 3, >> 'net_ldap_args' => [ version => 3 ], >> #'group' => 'GROUP', >> #'group_attr' => 'GROUP_ATTR', >> >> 'attr_match_list' => [ 'Name', >> 'EmailAddress' >> ], >> >> # The mapping of RT attributes on to LDAP attributes >> 'attr_map' => { 'Name' => 'sAMAccountName', >> 'EmailAddress' => 'mail', >> 'Organization' => 'company', >> 'RealName' => 'cn', >> 'WorkPhone' => 'telephoneNumber', >> 'MobilePhone' => 'mobile', >> } >> } >> } >> ); >> >> >> -John >> >> On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore >> wrote: >> >>> Hi John, >>> >>> On 2016?2?10? at 2:11:18, John Andersen (john at yvig.com) wrote: >>> > For background. this particular installation went live 10 years ago >>> and has >>> > been carried over (mostly flawlessly I might add) from version to >>> version >>> > over that 10 years; I try to stay on the most recent stable version. >>> >>> I?m very happy to hear that RT has been running smoothly for you for so >>> long! >>> >>> > Set( $ExternalAuthPriority,['LDAP_DIR3']); >>> > Set( $ExternalInfoPriority,['LDAP_DIR3']); >>> > Set( $ExternalServiceUsesSSLorTLS, 0); >>> > Set( $AutoCreateNonExternalUsers, 1); >>> > Set($ExternalSettings, { >>> > ... >>> > ); >>> >>> Could you try adding this as well? >>> >>> Set( $ExternalAuth, 1 ); >>> >>> > I'd be grateful for any ideas or pointers! >>> >>> Please let us know if that gets you back up and running. We?ll do a >>> better job about this in 4.4.1. >>> >>> > Thank you, >>> > John >>> >>> Thanks! >>> Shawn >>> >>> --------- >>> RT 4.4 and RTIR Training Sessions ( >>> http://bestpractical.com/services/training.html) >>> * Hamburg Germany March 14 & 15, 2016 >> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From slicer at onthenet.com.au Wed Feb 10 23:54:20 2016 From: slicer at onthenet.com.au (Yourevilness) Date: Wed, 10 Feb 2016 21:54:20 -0700 (MST) Subject: [rt-users] Problems with SLA since upgrading to 4.4 Message-ID: <1455166460018-61345.post@n7.nabble.com> Hello, Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config. Removed all my SLA details from RT_SiteConfig.pm, removed the extension from Plugins, and ran the upgrade-sla in the RT 4.4.0 install directory. Wrote my SLA scripting back in as referenced from the RT 4.4 page. Doesn't appear to work. Can someone have a look over my settings or tell me what i'm missing? Assume it no longer uses the SLA custom field. If so the below should work fine..? Set( %ServiceAgreements, ( Default => 'General', QueueDefault => { 'Support' => 'SL1', }, Levels => { 'General' => { Starts => { RealMinutes => 0 }, Response => { RealMinutes => 4*60 }, Resolve => { RealMinutes => 8*60 }, }, 'SL1' => { Starts => { RealMinutes => 0 }, Response => { RealMinutes => 60 }, Resolve => { RealMinutes => 4*60 }, }, }, )); Set( %ServiceBusinessHours, ( 'Default' => { 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '09:00', End => '13:00' }, }, )); -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-with-SLA-since-upgrading-to-4-4-tp61345.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jdemarchi at pivit.com.au Thu Feb 11 00:55:22 2016 From: jdemarchi at pivit.com.au (Julian De Marchi) Date: Thu, 11 Feb 2016 15:55:22 +1000 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 In-Reply-To: References: Message-ID: <63EEBC31-1FA3-4F05-9EF8-AF59A1424F35@pivit.com.au> Set( $WebExternalAuth, 1 ); to Set( $ExternalAuth, 1 ); > On 11 Feb 2016, at 3:44 PM, John Andersen wrote: > > One more thing I should note is that I'm quite sure there is not even an attempt to talk to the LDAP (Active Directory) server. I log all auth attempts to the domain controllers and no attempts are showing in the logs. I don't believe the requests are ever leaving the RT server. > > > > On Wed, Feb 10, 2016 at 9:27 PM, John Andersen wrote: > Sorry, forgot to include the relevant part of the config. Here is is again: > > Set( $WebExternalAuth, 1 ); > Set( $ExternalAuthPriority,['LDAP_DIR3']); > Set( $ExternalInfoPriority,['LDAP_DIR3']); > Set( $ExternalServiceUsesSSLorTLS, 0); > Set( $AutoCreateNonExternalUsers, 1); > > Set($ExternalSettings, { > 'LDAP_DIR3' => { > > 'type' => 'ldap', > 'server' => 'dir3.sch.ad', > 'user' => 'ldapbind at sch.ad', > 'pass' => '**********', > 'base' => 'dc=sch,dc=ad', > > > 'filter' => '(mail=*)(sAMAccountType=805306368)', > 'd_filter' => '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', > > 'tls' => 0, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3 ], > #'group' => 'GROUP', > #'group_attr' => 'GROUP_ATTR', > > 'attr_match_list' => [ 'Name', > 'EmailAddress' > ], > > # The mapping of RT attributes on to LDAP attributes > 'attr_map' => { 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'company', > 'RealName' => 'cn', > 'WorkPhone' => 'telephoneNumber', > 'MobilePhone' => 'mobile', > } > } > } > ); > > > On Wed, Feb 10, 2016 at 9:07 PM, John Andersen wrote: > Thank you for the response Shawn. I had rolled back to 4.2.12 but I threw up a test server based on my current production server and ran through the upgrade again, this time with your suggestion. Same result. What is maddening is that there don't seem to be any errors or anything. Other than telling me "FAILED LOGIN" I can't find anything in the logs that would point me in the right direction. In syslog I simply get: > > > Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from 70.199.131.228 > > > > My LDAP config now looks like this: > --------- > > Set($ExternalSettings, { # SCH LDAP Settings > 'LDAP_DIR3' => { ## GENERIC SECTION > > 'type' => 'ldap', > 'server' => 'dir3.sch.ad', > 'user' => 'ldapbind at sch.ad', > 'pass' => '********', > 'base' => 'dc=sch,dc=ad', > > > 'filter' => '(mail=*)(sAMAccountType=805306368)', > 'd_filter' => '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', > > 'tls' => 0, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3 ], > #'group' => 'GROUP', > #'group_attr' => 'GROUP_ATTR', > > 'attr_match_list' => [ 'Name', > 'EmailAddress' > ], > > # The mapping of RT attributes on to LDAP attributes > 'attr_map' => { 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'company', > 'RealName' => 'cn', > 'WorkPhone' => 'telephoneNumber', > 'MobilePhone' => 'mobile', > } > } > } > ); > > > -John > > On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore wrote: > Hi John, > > On 2016?2?10? at 2:11:18, John Andersen (john at yvig.com) wrote: > > For background. this particular installation went live 10 years ago and has > > been carried over (mostly flawlessly I might add) from version to version > > over that 10 years; I try to stay on the most recent stable version. > > I?m very happy to hear that RT has been running smoothly for you for so long! > > > Set( $ExternalAuthPriority,['LDAP_DIR3']); > > Set( $ExternalInfoPriority,['LDAP_DIR3']); > > Set( $ExternalServiceUsesSSLorTLS, 0); > > Set( $AutoCreateNonExternalUsers, 1); > > Set($ExternalSettings, { > > ... > > ); > > Could you try adding this as well? > > Set( $ExternalAuth, 1 ); > > > I'd be grateful for any ideas or pointers! > > Please let us know if that gets you back up and running. We?ll do a better job about this in 4.4.1. > > > Thank you, > > John > > Thanks! > Shawn > > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany March 14 & 15, 2016 > > > > > ______________________________________________________________________ > This email has been scanned by the Symantec Email Security.cloud service. > For more information please visit http://www.symanteccloud.com > ______________________________________________________________________ > > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany ? March 14 & 15, 2016 From john at yvig.com Thu Feb 11 00:59:10 2016 From: john at yvig.com (John Andersen) Date: Wed, 10 Feb 2016 21:59:10 -0800 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 In-Reply-To: <63EEBC31-1FA3-4F05-9EF8-AF59A1424F35@pivit.com.au> References: <63EEBC31-1FA3-4F05-9EF8-AF59A1424F35@pivit.com.au> Message-ID: Oh man! Thanks for that catch! I see now that Shawn told me exactly that and I saw what I expected to see instead. On Wed, Feb 10, 2016 at 9:55 PM, Julian De Marchi wrote: > Set( $WebExternalAuth, 1 ); to Set( $ExternalAuth, 1 ); > > On 11 Feb 2016, at 3:44 PM, John Andersen wrote: > > > > One more thing I should note is that I'm quite sure there is not even an > attempt to talk to the LDAP (Active Directory) server. I log all auth > attempts to the domain controllers and no attempts are showing in the > logs. I don't believe the requests are ever leaving the RT server. > > > > > > > > On Wed, Feb 10, 2016 at 9:27 PM, John Andersen wrote: > > Sorry, forgot to include the relevant part of the config. Here is is > again: > > > > Set( $WebExternalAuth, 1 ); > > Set( $ExternalAuthPriority,['LDAP_DIR3']); > > Set( $ExternalInfoPriority,['LDAP_DIR3']); > > Set( $ExternalServiceUsesSSLorTLS, 0); > > Set( $AutoCreateNonExternalUsers, 1); > > > > Set($ExternalSettings, { > > 'LDAP_DIR3' => { > > > > 'type' => 'ldap', > > 'server' => 'dir3.sch.ad', > > 'user' => 'ldapbind at sch.ad', > > 'pass' => '**********', > > 'base' => 'dc=sch,dc=ad', > > > > > > 'filter' => '(mail=*)(sAMAccountType=805306368)', > > 'd_filter' => > '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', > > > > 'tls' => 0, > > 'ssl_version' => 3, > > 'net_ldap_args' => [ version => 3 ], > > #'group' => 'GROUP', > > #'group_attr' => 'GROUP_ATTR', > > > > 'attr_match_list' => [ 'Name', > > 'EmailAddress' > > ], > > > > # The mapping of RT attributes on to LDAP attributes > > 'attr_map' => { 'Name' => 'sAMAccountName', > > 'EmailAddress' => 'mail', > > 'Organization' => 'company', > > 'RealName' => 'cn', > > 'WorkPhone' => 'telephoneNumber', > > 'MobilePhone' => 'mobile', > > } > > } > > } > > ); > > > > > > On Wed, Feb 10, 2016 at 9:07 PM, John Andersen wrote: > > Thank you for the response Shawn. I had rolled back to 4.2.12 but I > threw up a test server based on my current production server and ran > through the upgrade again, this time with your suggestion. Same result. > What is maddening is that there don't seem to be any errors or anything. > Other than telling me "FAILED LOGIN" I can't find anything in the logs that > would point me in the right direction. In syslog I simply get: > > > > > > Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from > 70.199.131.228 > > > > > > > > My LDAP config now looks like this: > > --------- > > > > Set($ExternalSettings, { # SCH LDAP Settings > > 'LDAP_DIR3' => { ## GENERIC SECTION > > > > 'type' => 'ldap', > > 'server' => 'dir3.sch.ad', > > 'user' => 'ldapbind at sch.ad', > > 'pass' => '********', > > 'base' => 'dc=sch,dc=ad', > > > > > > 'filter' => '(mail=*)(sAMAccountType=805306368)', > > 'd_filter' => > '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', > > > > 'tls' => 0, > > 'ssl_version' => 3, > > 'net_ldap_args' => [ version => 3 ], > > #'group' => 'GROUP', > > #'group_attr' => 'GROUP_ATTR', > > > > 'attr_match_list' => [ 'Name', > > 'EmailAddress' > > ], > > > > # The mapping of RT attributes on to LDAP attributes > > 'attr_map' => { 'Name' => 'sAMAccountName', > > 'EmailAddress' => 'mail', > > 'Organization' => 'company', > > 'RealName' => 'cn', > > 'WorkPhone' => 'telephoneNumber', > > 'MobilePhone' => 'mobile', > > } > > } > > } > > ); > > > > > > -John > > > > On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore > wrote: > > Hi John, > > > > On 2016?2?10? at 2:11:18, John Andersen (john at yvig.com) wrote: > > > For background. this particular installation went live 10 years ago > and has > > > been carried over (mostly flawlessly I might add) from version to > version > > > over that 10 years; I try to stay on the most recent stable version. > > > > I?m very happy to hear that RT has been running smoothly for you for so > long! > > > > > Set( $ExternalAuthPriority,['LDAP_DIR3']); > > > Set( $ExternalInfoPriority,['LDAP_DIR3']); > > > Set( $ExternalServiceUsesSSLorTLS, 0); > > > Set( $AutoCreateNonExternalUsers, 1); > > > Set($ExternalSettings, { > > > ... > > > ); > > > > Could you try adding this as well? > > > > Set( $ExternalAuth, 1 ); > > > > > I'd be grateful for any ideas or pointers! > > > > Please let us know if that gets you back up and running. We?ll do a > better job about this in 4.4.1. > > > > > Thank you, > > > John > > > > Thanks! > > Shawn > > > > --------- > > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > > * Hamburg Germany March 14 & 15, 2016 > > > > > > > > > > ______________________________________________________________________ > > This email has been scanned by the Symantec Email Security.cloud service. > > For more information please visit http://www.symanteccloud.com > > ______________________________________________________________________ > > > > --------- > > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > > * Hamburg Germany ? March 14 & 15, 2016 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From john at yvig.com Thu Feb 11 01:07:48 2016 From: john at yvig.com (John Andersen) Date: Wed, 10 Feb 2016 22:07:48 -0800 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 In-Reply-To: References: <63EEBC31-1FA3-4F05-9EF8-AF59A1424F35@pivit.com.au> Message-ID: BINGO! That nailed it. Thanks again Shawn and Julian. I will try to read responses more carefully in the future! :) On Wed, Feb 10, 2016 at 9:59 PM, John Andersen wrote: > Oh man! Thanks for that catch! I see now that Shawn told me exactly that > and I saw what I expected to see instead. > > > > On Wed, Feb 10, 2016 at 9:55 PM, Julian De Marchi > wrote: > >> Set( $WebExternalAuth, 1 ); to Set( $ExternalAuth, 1 ); >> > On 11 Feb 2016, at 3:44 PM, John Andersen wrote: >> > >> > One more thing I should note is that I'm quite sure there is not even >> an attempt to talk to the LDAP (Active Directory) server. I log all auth >> attempts to the domain controllers and no attempts are showing in the >> logs. I don't believe the requests are ever leaving the RT server. >> > >> > >> > >> > On Wed, Feb 10, 2016 at 9:27 PM, John Andersen wrote: >> > Sorry, forgot to include the relevant part of the config. Here is is >> again: >> > >> > Set( $WebExternalAuth, 1 ); >> > Set( $ExternalAuthPriority,['LDAP_DIR3']); >> > Set( $ExternalInfoPriority,['LDAP_DIR3']); >> > Set( $ExternalServiceUsesSSLorTLS, 0); >> > Set( $AutoCreateNonExternalUsers, 1); >> > >> > Set($ExternalSettings, { >> > 'LDAP_DIR3' => { >> > >> > 'type' => 'ldap', >> > 'server' => 'dir3.sch.ad', >> > 'user' => 'ldapbind at sch.ad', >> > 'pass' => '**********', >> > 'base' => 'dc=sch,dc=ad', >> > >> > >> > 'filter' => '(mail=*)(sAMAccountType=805306368)', >> > 'd_filter' => >> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', >> > >> > 'tls' => 0, >> > 'ssl_version' => 3, >> > 'net_ldap_args' => [ version => 3 ], >> > #'group' => 'GROUP', >> > #'group_attr' => 'GROUP_ATTR', >> > >> > 'attr_match_list' => [ 'Name', >> > 'EmailAddress' >> > ], >> > >> > # The mapping of RT attributes on to LDAP attributes >> > 'attr_map' => { 'Name' => 'sAMAccountName', >> > 'EmailAddress' => 'mail', >> > 'Organization' => 'company', >> > 'RealName' => 'cn', >> > 'WorkPhone' => >> 'telephoneNumber', >> > 'MobilePhone' => 'mobile', >> > } >> > } >> > } >> > ); >> > >> > >> > On Wed, Feb 10, 2016 at 9:07 PM, John Andersen wrote: >> > Thank you for the response Shawn. I had rolled back to 4.2.12 but I >> threw up a test server based on my current production server and ran >> through the upgrade again, this time with your suggestion. Same result. >> What is maddening is that there don't seem to be any errors or anything. >> Other than telling me "FAILED LOGIN" I can't find anything in the logs that >> would point me in the right direction. In syslog I simply get: >> > >> > >> > Feb 10 21:02:27 rt RT: [5018] FAILED LOGIN for andersjp from >> 70.199.131.228 >> > >> > >> > >> > My LDAP config now looks like this: >> > --------- >> > >> > Set($ExternalSettings, { # SCH LDAP Settings >> > 'LDAP_DIR3' => { ## GENERIC SECTION >> > >> > 'type' => 'ldap', >> > 'server' => 'dir3.sch.ad', >> > 'user' => 'ldapbind at sch.ad', >> > 'pass' => '********', >> > 'base' => 'dc=sch,dc=ad', >> > >> > >> > 'filter' => '(mail=*)(sAMAccountType=805306368)', >> > 'd_filter' => >> '(objectCategory=person)(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2)', >> > >> > 'tls' => 0, >> > 'ssl_version' => 3, >> > 'net_ldap_args' => [ version => 3 ], >> > #'group' => 'GROUP', >> > #'group_attr' => 'GROUP_ATTR', >> > >> > 'attr_match_list' => [ 'Name', >> > 'EmailAddress' >> > ], >> > >> > # The mapping of RT attributes on to LDAP attributes >> > 'attr_map' => { 'Name' => 'sAMAccountName', >> > 'EmailAddress' => 'mail', >> > 'Organization' => 'company', >> > 'RealName' => 'cn', >> > 'WorkPhone' => >> 'telephoneNumber', >> > 'MobilePhone' => 'mobile', >> > } >> > } >> > } >> > ); >> > >> > >> > -John >> > >> > On Wed, Feb 10, 2016 at 9:20 AM, Shawn Moore >> wrote: >> > Hi John, >> > >> > On 2016?2?10? at 2:11:18, John Andersen (john at yvig.com) wrote: >> > > For background. this particular installation went live 10 years ago >> and has >> > > been carried over (mostly flawlessly I might add) from version to >> version >> > > over that 10 years; I try to stay on the most recent stable version. >> > >> > I?m very happy to hear that RT has been running smoothly for you for so >> long! >> > >> > > Set( $ExternalAuthPriority,['LDAP_DIR3']); >> > > Set( $ExternalInfoPriority,['LDAP_DIR3']); >> > > Set( $ExternalServiceUsesSSLorTLS, 0); >> > > Set( $AutoCreateNonExternalUsers, 1); >> > > Set($ExternalSettings, { >> > > ... >> > > ); >> > >> > Could you try adding this as well? >> > >> > Set( $ExternalAuth, 1 ); >> > >> > > I'd be grateful for any ideas or pointers! >> > >> > Please let us know if that gets you back up and running. We?ll do a >> better job about this in 4.4.1. >> > >> > > Thank you, >> > > John >> > >> > Thanks! >> > Shawn >> > >> > --------- >> > RT 4.4 and RTIR Training Sessions ( >> http://bestpractical.com/services/training.html) >> > * Hamburg Germany March 14 & 15, 2016 >> > >> > >> > >> > >> > ______________________________________________________________________ >> > This email has been scanned by the Symantec Email Security.cloud >> service. >> > For more information please visit http://www.symanteccloud.com >> > ______________________________________________________________________ >> > >> > --------- >> > RT 4.4 and RTIR Training Sessions ( >> http://bestpractical.com/services/training.html) >> > * Hamburg Germany ? March 14 & 15, 2016 >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From d.weidhofer at krone.at Thu Feb 11 08:19:21 2016 From: d.weidhofer at krone.at (frankfurter) Date: Thu, 11 Feb 2016 06:19:21 -0700 (MST) Subject: [rt-users] override mail adress for forwarding Message-ID: <1455196761582-61349.post@n7.nabble.com> Hi! i'm trying to find a way to forward tickets from one of our queues with the queues mailaddress, NOT the users address. the problem is we need this only for one queue, for all other queues we need Set($ForwardFromUser, 1); in RT_SiteConfig. is there a way to override the users address in a template or scrib ? thanks in advance David -- View this message in context: http://requesttracker.8502.n7.nabble.com/override-mail-adress-for-forwarding-tp61349.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fleon at seguroscatatumbo.com Thu Feb 11 09:03:08 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Thu, 11 Feb 2016 07:03:08 -0700 (MST) Subject: [rt-users] Can't upgrade database upgrading to 4.4 (externalauthid issue) Message-ID: <1455199388657-61350.post@n7.nabble.com> I am upgrading to 4.4 from 4.2 and following all steps in the upgrading file and readme, but when i do make upgrade-database i am getting the following error: [23547] [Thu Feb 11 14:45:19 2016] [warning]: You have 626 users(s) with a non-empty value for column 'ExternalAuthId'. Core RT does not use this column, so perhaps an extension or local modification makes use of it. Please migrate these user values to a custom field or an attribute because this upgrade will drop these columns. at ./etc/upgrade/4.3.0/content line 67, <$handle> line 1. (./etc/upgrade/4.3.0/content:67) make: *** [upgrade-database] Error 1 The docs said to remove the plugin from the local dir, to remove the plugin declaration in SiteConfig and also to add Set($ExternalAuth, 1); to that file, which i did. My guess is that the failure is caused by using this configuration: [...] # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'displayName', *'ExternalAuthId' => 'sAMAccountName',* [...] How do i fix this? This is practically required for any setup that uses Windows Active Directory. Let's suppose the answer is to drop all these values as the upgrade script says, but then how would i force the script to run since it stops? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-upgrade-database-upgrading-to-4-4-externalauthid-issue-tp61350.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gavin.henry at gmail.com Thu Feb 11 10:20:40 2016 From: gavin.henry at gmail.com (Gavin Henry) Date: Thu, 11 Feb 2016 15:20:40 +0000 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 In-Reply-To: References: Message-ID: > Could you try adding this as well? > > Set( $ExternalAuth, 1 ); > >> I'd be grateful for any ideas or pointers! > > Please let us know if that gets you back up and running. We?ll do a better job about this in 4.4.1. We're the same here. Running RT with upgrading since 2003. Very few gotchas along the way, i.e. not reading release notes. Hit this today (should have waited for 4.4.1 :-) ) via fetchmail (that subroutine is there): ------ RT server error. The RT server which handled your email did not behave as expected. It said: Undefined subroutine &RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo called at /opt/rt4/sbin/../lib/RT/User.pm line 787. Stack: [/opt/rt4/sbin/../lib/RT/User.pm:786] [/opt/rt4/sbin/../lib/RT/User.pm:699] [/opt/rt4/sbin/../lib/RT/User.pm:134] [/opt/rt4/sbin/../lib/RT/User.pm:531] [/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:338] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:224] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] After adding Set( $ExternalAuth, 1 ); all our stuck mails are now creating tickets for sales/support that haven't emailed us before. I can't see Set( $ExternalAuth, 1 ); in RT_Config.pm as an example? Thanks. -- http://www.suretecsystems.com/services/openldap/ http://www.surevoip.co.uk From amarosi at luminance.us.com Thu Feb 11 12:30:15 2016 From: amarosi at luminance.us.com (Andrew Marosi) Date: Thu, 11 Feb 2016 17:30:15 +0000 Subject: [rt-users] Can't upgrade database upgrading to 4.4 (externalauthid issue) In-Reply-To: <1455199388657-61350.post@n7.nabble.com> References: <1455199388657-61350.post@n7.nabble.com> Message-ID: <47C3B118D3A34B41888719A0CA82B246C186D5@USLAXMAIL03.CORP.LAMPARTS.com> I had to update the table and remove the ExternaAuthId; and comment out the ExternalAuthID from the LDAP config. In my environment ExternalAuthId held the same info as Name -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of fleon Sent: Thursday, February 11, 2016 6:03 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Can't upgrade database upgrading to 4.4 (externalauthid issue) I am upgrading to 4.4 from 4.2 and following all steps in the upgrading file and readme, but when i do make upgrade-database i am getting the following error: [23547] [Thu Feb 11 14:45:19 2016] [warning]: You have 626 users(s) with a non-empty value for column 'ExternalAuthId'. Core RT does not use this column, so perhaps an extension or local modification makes use of it. Please migrate these user values to a custom field or an attribute because this upgrade will drop these columns. at ./etc/upgrade/4.3.0/content line 67, <$handle> line 1. (./etc/upgrade/4.3.0/content:67) make: *** [upgrade-database] Error 1 The docs said to remove the plugin from the local dir, to remove the plugin declaration in SiteConfig and also to add Set($ExternalAuth, 1); to that file, which i did. My guess is that the failure is caused by using this configuration: [...] # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'displayName', *'ExternalAuthId' => 'sAMAccountName',* [...] How do i fix this? This is practically required for any setup that uses Windows Active Directory. Let's suppose the answer is to drop all these values as the upgrade script says, but then how would i force the script to run since it stops? -- View this message in context: http://cp.mcafee.com/d/2DRPow81MArhovvjKC-UOrKrhKOMOqem4THCQrIIcCzBxBx4SztBxAQsI9L8CQrIfffI9LK6ZlSdqi1hXqIEr2TYTjBPpXqIEr2TYTjBPqtQtIgsvW_cFzAS7A-LsKCCyNPwVBZ55_G8FHnjlK-POEuvkzaT0QSyrjdTdTdw0U-bd_isUXoHYuuvKDQ1TgQwgf_BY4JwnCnrm8NR3OW6PQxJfbJH4oWxa14LeFtwKMnYfDYoqvHsOsA2YGkrYLdpN5B-_0UT6ptKDNEn8lrxrW0E-l9QUxZ9HhSQVmQ_BPr3xEVvdCBKcOXtfzgQKCy0iS1EDCq86RyctgYQg8rfi6QYQgdH4oWxa14QgjGq86eod41EEYfDYoqvHsOsA3h1aB6_d59IsOrtRh2BZVc Sent from the Request Tracker - User mailing list archive at Nabble.com. --------- RT 4.4 and RTIR Training Sessions (http://cp.mcafee.com/d/5fHCNEg4x0idEIfLFTjvspdTdETpopd7b2rRPqdSm6jhOMOMyrhKOMOqem4TAjqdS7DDS4TT3uGX6J90EZJmkdxr-rFOVIZJmkdxr-rFOVJeWeS8efZvCkNOr3OvnKnjjhoVMsO-yy_R4kRHFGTvpVkffGhBrwqrjdFCXCXCM0p3WjmzJFOJF_bVjUCpm-CjzIEiwhU76UPbJQ-d2V2Hsbvg57OFeD4fFdqeSDaSDYKrosd7bVIQJNCnrFYq6BQQg2mMd4YPh0SIhzG7Cy13pWgSDCy1Joz7k9g8Cy2tjh0NP1Ewd57xY_z3jZrCjAwq89kETVEFdzCjsh1NtDWWUapi) * Hamburg Germany March 14 & 15, 2016 From fleon at seguroscatatumbo.com Thu Feb 11 11:50:57 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Thu, 11 Feb 2016 09:50:57 -0700 (MST) Subject: [rt-users] Can't upgrade database upgrading to 4.4 (externalauthid issue) In-Reply-To: <47C3B118D3A34B41888719A0CA82B246C186D5@USLAXMAIL03.CORP.LAMPARTS.com> References: <1455199388657-61350.post@n7.nabble.com> <47C3B118D3A34B41888719A0CA82B246C186D5@USLAXMAIL03.CORP.LAMPARTS.com> Message-ID: <1455209457788-61354.post@n7.nabble.com> I grew impatient and decided to update the table manually and made the field null and removed the entry from the config file as well. So far so good, upgrade completed and was able to log in just fine. I will try the ldap import later to see if it works, so far it seems the only line pertinent to Active Directory's user name is the mapping to the field 'Name' such as: 'Name' => 'sAMAccountName' Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-upgrade-database-upgrading-to-4-4-externalauthid-issue-tp61350p61354.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jeet.0733 at gmail.com Thu Feb 11 12:45:54 2016 From: jeet.0733 at gmail.com (Satyajeet Singh) Date: Thu, 11 Feb 2016 21:45:54 +0400 Subject: [rt-users] Issues After Upgrading to 4.4 Message-ID: Hi All, After Upgrading to 4.4 I noticed that values for Custom DateTime Fields entered by non root users is being considered as UTC irrespective of what timezone has been set in RT_SIteConfig. For en example, with Asia/Dubai (UTC +4) as a time zone, when I select 6:00 PM and create the ticket, it gets displayed as 10:00PM. However there is no such issues when logged in as root. Appreciate your immediate support on this. Thank you -- Kind Regards, Jeet -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Thu Feb 11 12:56:40 2016 From: bparish at cognex.com (Parish, Brent) Date: Thu, 11 Feb 2016 17:56:40 +0000 Subject: [rt-users] override mail adress for forwarding In-Reply-To: <1455196761582-61349.post@n7.nabble.com> References: <1455196761582-61349.post@n7.nabble.com> Message-ID: Hope I understood your question correctly! Our RT sends mail that appears to come from the Actor, e.g. bparish VIA RT One queue wants their outbound RT email to come from the Queue, e.g. Helpdesk Via RT To do that, I copied lib/RT/Action/SendEmail.pm to local/lib/RT/Action and added a line: Look for the GetFriendlyName subroutine, around line 948. Scroll down a few lines down to the "Unless" section: unless ( $friendly_name ) { $friendly_name = $self->TransactionObj->CreatorObj->FriendlyName; And add a line like this: $friendly_name = $self->TicketObj->QueueObj->Description if ($self->TicketObj->QueueObj->Name eq 'Helpdesk'); (changing 'Helpdesk' to the name of your queue). So in the end it would look like this: unless ( $friendly_name ) { $friendly_name = $self->TransactionObj->CreatorObj->FriendlyName; $friendly_name = $self->TicketObj->QueueObj->Description if ($self->TicketObj->QueueObj->Name eq 'Helpdesk'); if ( $friendly_name =~ /^"(.*)"$/ ) { # a quoted string $friendly_name = $1; } } Bear in mind that you will need to manually merge changes with new versions of RT! (do a diff to see if there are any changes in new versions with the SendEmail.pm file) Hope it helps, Brent -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of frankfurter Sent: Thursday, February 11, 2016 8:19 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] override mail adress for forwarding Hi! i'm trying to find a way to forward tickets from one of our queues with the queues mailaddress, NOT the users address. the problem is we need this only for one queue, for all other queues we need Set($ForwardFromUser, 1); in RT_SiteConfig. is there a way to override the users address in a template or scrib ? thanks in advance David -- View this message in context: https://urldefense.proofpoint.com/v2/url?u=http-3A__requesttracker.8502.n7.nabble.com_override-2Dmail-2Dadress-2Dfor-2Dforwarding-2Dtp61349.html&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=7hmhMYizUDOF2glWZt7iUfh4rNdoIZKXrMowcWxcKTI&s=nztGfrQ_ihBR5BHaRIfTs6cSU57pg8E9wYH9aAmG-D8&e= Sent from the Request Tracker - User mailing list archive at Nabble.com. --------- RT 4.4 and RTIR Training Sessions (https://urldefense.proofpoint.com/v2/url?u=http-3A__bestpractical.com_services_training.html&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=7hmhMYizUDOF2glWZt7iUfh4rNdoIZKXrMowcWxcKTI&s=tva28E9Z2bcOdgOpdqlNJWFM8OMKWOXSW8MCGlihe1U&e= ) * Hamburg Germany March 14 & 15, 2016 From zzzz67 at hotmail.com Thu Feb 11 13:05:23 2016 From: zzzz67 at hotmail.com (Travis Slusher) Date: Thu, 11 Feb 2016 18:05:23 +0000 Subject: [rt-users] Run Checks/Errors on Custom Fields from external database Message-ID: How would I best go about checking a custom field for validity from an external database, and display an error if it is not valid? I want to have Request Tracker check a Custom Field and not create the ticket if it is not valid. I am checking against a database so I don't think the Validation property for Custom Fields will help me here. From fleon at seguroscatatumbo.com Thu Feb 11 12:59:17 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Thu, 11 Feb 2016 10:59:17 -0700 (MST) Subject: [rt-users] Error in rt-email-dashboards Message-ID: <1455213557392-61358.post@n7.nabble.com> I am getting this error on my mail regarding a CustomRoles table not existing: [26783] [Thu Feb 11 15:30:02 2016] [warning]: DBD::mysql::st execute failed: +Table 'rt4.CustomRoles' doesn't exist at +/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 586. +(/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm:586) [26783] [Thu Feb 11 15:30:02 2016] [warning]: RT::Handle=HASH(0x9a9d070) +couldn't execute the query 'SELECT main.* FROM CustomRoles main WHERE +(main.Disabled = '0') ' at +/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 599. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x9a9d070), "SELECT main.* FROM CustomRoles main WHERE (main.Disabled = '"...) called at +/usr/local/share/perl/5.14.2/DBIx/SearchBuilder.pm line 239 DBIx::SearchBuilder::_DoSearch(RT::CustomRoles=HASH(0xb1d5ee8)) called a +t /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 982 RT::SearchBuilder::_DoSearch(RT::CustomRoles=HASH(0xb1d5ee8)) called at +/usr/local/share/perl/5.14.2/DBIx/SearchBuilder.pm line 507 DBIx::SearchBuilder::Next(RT::CustomRoles=HASH(0xb1d5ee8)) called at /opt/rt4/sbin/../lib/RT/CustomRoles.pm line 104 RT::CustomRoles::RegisterRoles("RT::CustomRoles") called at /opt/rt4/sbi +n/../lib/RT.pm line 202 RT::Init() called at /opt/rt4/sbin/rt-email-dashboards line 93 (/usr/local/share/perl/5.14.2/Carp.pm:169) Here are my cron entries: # Recordatorios RT #40 8 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg apoyo --condition RT::Condition::Overdue --action RT ::Action::SetPriority --action-arg 99 --verbose #0 8 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-a rg "Queue = 'apoyo' AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new' ) AND Created < '1 day ago'" --action RT::Action::Notify --action-arg Owner,AlwaysNotifyActor --template 'Recordatorio' --transaction first #0 14 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search- arg "Queue = 'apoyo' AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new' ) AND Created < '1 day ago'" --action RT::Action::Notify --action-arg Owner, AlwaysNotifyActor --template 'Recordatorio' --transaction first I really don't see anything in the upgrade file regarding this, only some example with custom roles referencing the CustomRole table (notice it's CustomRole and not CustomRoles). Is this a bug? I am quite sure i am not referencing any table regarding custom roles. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Error-in-rt-email-dashboards-tp61358.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fleon at seguroscatatumbo.com Thu Feb 11 13:04:00 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Thu, 11 Feb 2016 11:04:00 -0700 (MST) Subject: [rt-users] Error in rt-email-dashboards In-Reply-To: <1455213557392-61358.post@n7.nabble.com> References: <1455213557392-61358.post@n7.nabble.com> Message-ID: <1455213840365-61359.post@n7.nabble.com> Seems that those errors are because cron jobs ran in the middle of the upgrade (right before i resolved my make upgrade-database issues) so i think i won't see them again. I checked and the CustomRoles table exists, and it's empty like it should be. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Error-in-rt-email-dashboards-tp61358p61359.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From shawn at bestpractical.com Thu Feb 11 14:02:50 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Thu, 11 Feb 2016 14:02:50 -0500 Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after upgrade to 4.4 In-Reply-To: References: Message-ID: Hi Gavin, On 2016?2?11? at 10:20:44, Gavin Henry (gavin.henry at gmail.com) wrote: > Undefined subroutine > &RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo called at > /opt/rt4/sbin/../lib/RT/User.pm line 787. Could you try loading that module in that bit of code, near /opt/rt4/lib/RT/User.pm line 787. Changing: ? ? if($config->{'type'} eq 'ldap'){ ? ??? ??($found, %params) = RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo($service,$key,$value); ? ??} elsif ($config->{'type'} eq 'db') { to: ? ??if($config->{'type'} eq 'ldap?){ ? ??? ??require?RT::Authen::ExternalAuth::LDAP; ? ??? ??($found, %params) = RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo($service,$key,$value); ? ??} elsif ($config->{'type'} eq 'db') { Please let us know if that makes it any better. Thanks, Shawn From talena at bestpractical.com Thu Feb 11 12:18:05 2016 From: talena at bestpractical.com (Talena Gandy) Date: Thu, 11 Feb 2016 12:18:05 -0500 Subject: [rt-users] [rt-announce] Join us in DC for Request Tracker training in May! Message-ID: On the heels of releasing RT 4.4, we're thrilled to announce our next public training session. Please join us in Washington, DC, on May 23-24, 2016! This training will introduce you to the new features in RT 4.4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. Also, this session will include RTIR training! We will walk through the incident response workflow, how to integrate RTIR with other systems, and how to best leverage RT's features for security teams (especially the new ones in RT 4.4!). We're also happy to show you the new flexible workflows that the next version, RTIR 3.4, offers you. We can?t wait to tell you about what we?ve added for you in RT 4.4, including Assets, for tracking physical and digital resources. We?ll show you how to set up service level agreements (SLA) which take your business hours and holidays into account. There?s a new built-in timer for tracking time worked on tickets. You can now upload multiple files at once with a quick drag-and-drop, as well as reuse existing attachments on replies. We?ll show how RT 4.4 improves things behind the scenes for you. You can have your users authenticate against external services (LDAP). RT can now seamlessly store attachments outside of its database, putting them on the filesystem, uploading to Amazon S3, or in Dropbox. You can even serve them directly out of S3. You can create custom role groups then assign them to queues and tickets. These custom roles can have their own permissions and notifications. We think you?ll find these are foundational for improving automation. There are also some major performance enhancements like gradual ticket history loading that will improve your team?s day to day experience. Agenda The first day of training starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators and users. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles. The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. RTIR will be the focus in the afternoon of the second day. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT. Attending We do have a limit on how many people we can effectively teach, so please register as soon as you can to make sure you get a seat. If you can't make DC, please feel free to suggest a future location by dropping us a line at training at bestpractical.com! For both days, the cost is USD $1,495. A single day is USD $995. Each class includes training materials, a continental breakfast, and snacks (lunch is not provided). If you'd like to pay with Visa, MasterCard, or Discover, please visit Best Practical's online store at shop.bestpractical.com. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at training at bestpractical.com. Be sure to include: if you want to attend both days or a single day and the full names and email addresses of attendees. Finally, please contact us at training at bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. Thanks for supporting RT! - The Best Practical Team _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From d.weidhofer at krone.at Fri Feb 12 03:52:54 2016 From: d.weidhofer at krone.at (frankfurter) Date: Fri, 12 Feb 2016 01:52:54 -0700 (MST) Subject: [rt-users] override mail adress for forwarding In-Reply-To: References: <1455196761582-61349.post@n7.nabble.com> Message-ID: <1455267174679-61363.post@n7.nabble.com> thank you. :-) i will try this. -- View this message in context: http://requesttracker.8502.n7.nabble.com/override-mail-adress-for-forwarding-tp61349p61363.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From piotr.szymborski at comarch.pl Fri Feb 12 06:34:48 2016 From: piotr.szymborski at comarch.pl (Piotr Szymborski) Date: Fri, 12 Feb 2016 12:34:48 +0100 Subject: [rt-users] Problem with upgrading and ticket create by email after upgrade to RT 4.2.12/4.4.0... Message-ID: <56BDC358.8070503@comarch.pl> Hi List. It's my first time writing here and English isn't my primary language so bear with me. I'm using RT from like version 3.6.., didn't have any big problems with any version or with the upgrade process until now. Now we have a few, after migrating from 4.0.24 to 4.2.12 and even during upgrade to 4.4.0 from 4.2.12. 1) Cant create Tickets anymore, same behavior on 4.2.12 and 4.4.0 Internal error, it looks like RT isn't passing ID of "nobody" user to the insert statements while creating new tickets by email. Tried few different versions of perl from 5.10.1 to 5.23.7, didn't help. I can set default value on the Tickets.Owner column in RT schema from 0 to 10 (10 is ID of Nobody user in Users table) to workaround the problem but i think that i shouldn't do this for it to work properly. Full debug log of it failing to create ticket: [30535] [Fri Feb 12 11:10:31 2016] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - DEBUG#4444 (/opt/rt4/sbin/../lib/RT/I18N.pm:289) [30535] [Fri Feb 12 11:10:31 2016] [debug]: Mail from user #69 (piotr.szymborski at comarch.pl) (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:94) [30535] [Fri Feb 12 11:10:31 2016] [debug]: Tried to load a bogus ticket id: '' (/opt/rt4/sbin/../lib/RT/Ticket.pm:140) [30535] [Fri Feb 12 11:10:31 2016] [warning]: DBD::Oracle::st execute failed: ORA-02291: integrity constraint (RT_TEST.TIC_PRC_FK) violated - parent key not found ( DBD ERROR: OCIStmtExecute) [for Statement "INSERT INTO Tickets (Subject, SLA, Started, LastUpdatedBy, Queue, Status, Creator, id, Type, Due, Created, Resolved, Last Updated, Starts, Priority) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)" with ParamValues: :p1="DEBUG#4444", :p10='1970-01-01 00:00:00', :p1 1='2016-02-12 11:10:31', :p12='1970-01-01 00:00:00', :p13='2016-02-12 11:10:31', :p14='1970-01-01 00:00:00', :p15=0, :p2=undef, :p3='1970-01-01 00:00:00', :p4="69", :p5="3", :p6='new', :p7="69", :p8="53183", :p9='ticket'] at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 586. (/opt/perl5/ perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm:586) [30535] [Fri Feb 12 11:10:31 2016] [warning]: RT::Handle=HASH(0xa337600) couldn't execute the query 'INSERT INTO Tickets (Subject, SLA, Started, LastUpdatedBy, Queu e, Status, Creator, id, Type, Due, Created, Resolved, LastUpdated, Starts, Priority) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /opt/perl5/perls/perl- 5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 599. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa337600)', 'INSERT INTO Tickets (Subject, SLA, Started, LastUpdatedBy, Qu...', ' DEBUG#4444', undef, '1970-01-01 00:00:00', 69, 3, 'new', 69, ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 35 2 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xa337600)', 'Tickets', 'Subject', 'DEBUG#4444', 'SLA', undef, 'Started', '1970-01-01 0 0:00:00', 'LastUpdatedBy', ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle/Oracle.pm line 154 DBIx::SearchBuilder::Handle::Oracle::Insert('RT::Handle=HASH(0xa337600)', 'Tickets', 'LastUpdated', '2016-02-12 11:10:31', 'Resolved', '1970-01-01 00:00:00' , 'Created', '2016-02-12 11:10:31', 'Starts', ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Record.pm line 1320 DBIx::SearchBuilder::Record::Create('RT::Ticket=HASH(0xa473268)', 'Creator', 69, 'Status', 'new', 'LastUpdatedBy', 69, 'Queue', 3, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 317 RT::Record::Create('RT::Ticket=HASH(0xa473268)', 'Type', 'ticket', 'Created', '2016-02-12 11:10:31', 'Priority', 0, 'Subject', 'DEBUG#4444', ...) called at /opt/rt4/sbin/../lib/RT/Ticket.pm line 419 RT::Ticket::Create('RT::Ticket=HASH(0xa473268)', 'Queue', 3, 'Subject', 'DEBUG#4444', 'Requestor', 'ARRAY(0xa0bc078)', 'Cc', 'ARRAY(0xa0bc048)', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Email/Action/Defaults.pm line 100 RT::Interface::Email::Action::Defaults::_HandleCreate('Message', 'MIME::Entity=HASH(0xa4407d0)', 'Subject', 'DEBUG#4444', 'Queue', 'RT::Queue=HASH(0xa4301a8)', 'TicketId', undef, 'Ticket', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Email/Action/Defaults.pm line 135 RT::Interface::Email::Action::Defaults::_HandleEither('Message', 'MIME::Entity=HASH(0xa4407d0)', 'Subject', 'DEBUG#4444', 'Queue', 'RT::Queue=HASH(0xa4301a8)', 'TicketId', undef, 'Ticket', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Email/Action/Defaults.pm line 121 RT::Interface::Email::Action::Defaults::HandleCorrespond('Message', 'MIME::Entity=HASH(0xa4407d0)', 'Subject', 'DEBUG#4444', 'Queue', 'RT::Queue=HASH(0xa4301a8)', 'TicketId', undef, 'Ticket', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 424 RT::Interface::Email::HandleAction('Action', 'correspond', 'Subject', 'DEBUG#4444', 'Message', 'MIME::Entity=HASH(0xa4407d0)', 'Ticket', 'RT::Ticket=HASH(0xa473268)', 'TicketId', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 247 RT::Interface::Email::Gateway('HASH(0xa404be0)') called at /opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway line 61 HTML::Mason::Commands::__ANON__('action', 'correspond', 'message', 'From piotr.szymborski at comarch.pl Fri Feb 12 12:10:31 2016\x{a}Re...', 'queue', 'FIBADMIN') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa42fa10)', 'action', 'correspond', 'message', 'From piotr.szymborski at comarch.pl Fri Feb 12 12:10:31 2016\x{a}Re...', 'queue', 'FIBADMIN') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 1297 eval {...} called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, 'action', 'correspond', 'message', 'From piotr.szymborski at comarch.pl Fri Feb 12 12:10:31 2016\x{a}Re...', 'queue', 'FIBADMIN', ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 481 eval {...} called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 481 eval {...} called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 433 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xa128020)') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 96 eval {...} called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 96 HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0xa128020)') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef, 'action', 'correspond', 'message', 'From piotr.szymborski at comarch.pl Fri Feb 12 12:10:31 2016\x{a}Re...', 'queue', 'FIBADMIN') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 59 eval {...} called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 59 HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0xa1287e8)', 'HASH(0xa0f8578)', 'HASH(0x4bc8640)') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0xa3feed0)') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/Plack/Util.pm line 339 Plack::Util::__ANON__('CODE(0xa38e8a0)') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/Plack/Handler/FCGI.pm line 147 Plack::Handler::FCGI::run('Plack::Handler::FCGI=HASH(0xa2f7d20)', 'CODE(0xa2b7608)') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/Plack/Loader.pm line 84 Plack::Loader::run('Plack::Loader=HASH(0xa2a69b0)', 'Plack::Handler::FCGI=HASH(0xa2f7d20)') called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/Plack/Runner.pm line 277 Plack::Runner::run('RT::PlackRunner=HASH(0x1ff9d40)') called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141 eval {...} called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141 RT::PlackRunner::run('RT::PlackRunner=HASH(0x1ff9d40)') called at /opt/rt4/sbin/rt-server.fcgi line 162 (/opt/perl5/perls/perl-5.18.1RT/lib/5.18.1/Carp.pm:103) [30535] [Fri Feb 12 11:10:31 2016] [critical]: Couldn't create a ticket: Object could not be created (/opt/rt4/sbin/../lib/RT/Ticket.pm:421) [30535] [Fri Feb 12 11:10:31 2016] [crit]: Ticket creation failed: DEBUG#4444: Ticket could not be created due to an internal error (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:697) 2) Second one is, during the upgrade-database process from 4.2.12 o 4.4.0 it fails to do few steps. After the upgrade, PGPKey column was deleted, and we didn't have any data in it anyway... so maybe not so important, but worth mentioning. a) updates for 4.3.0. Proceed [y/N]:y Processing 4.3.0 [30404] [Fri Feb 12 10:37:49 2016] [info]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). GnuPG support has been disabled (/opt/rt4/sbin/../lib/RT/Config.pm:768) Now inserting data. [30404] [Fri Feb 12 10:37:50 2016] [warning]: DBD::Oracle::db prepare failed: ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR: error possibly near <*> indicator at char 160 in 'SELECT COUNT(DISTINCT main.id) FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.PrincipalType = 'User') AND (<*>main.PGPKey != '' AND main.PGPKey IS NOT NULL) ') [for Statement "SELECT COUNT(DISTINCT main.id) FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.PrincipalType = 'User') AND (main.PGPKey != '' AND main.PGPKey IS NOT NULL) "] at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 549, <$handle> line 1. (/opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm:549) [30404] [Fri Feb 12 10:37:50 2016] [warning]: RT::Handle=HASH(0x4781538) couldn't prepare the query 'SELECT COUNT(DISTINCT main.id) FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.PrincipalType = 'User') AND (main.PGPKey != '' AND main.PGPKey IS NOT NULL) 'ORA-00932: inconsistent datatypes: expected - got CLOB (DBD ERROR: error possibly near <*> indicator at char 160 in 'SELECT COUNT(DISTINCT main.id) FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.PrincipalType = 'User') AND (<*>main.PGPKey != '' AND main.PGPKey IS NOT NULL) ') (/opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm:556) If i do the same select on database itself it fails ofc., you can't compare CLOB on oracle database directly, so something like to_char should be used i think. SELECT COUNT (DISTINCT main.id) FROM Users main JOIN Principals Principals_1 ON (Principals_1.id = main.id) WHERE (Principals_1.PrincipalType = 'User') AND (to_char(main.PGPKey) != '' AND main.PGPKey IS NOT NULL); b) And another one. On make upgrade-database in update for 4.3.10 i got some errors while inserting to tables. Some data for "Nobody" memberid (10). Log: Processing 4.3.10 Now populating database schema. Now inserting data. Processing 4.3.10 Now populating database schema. Now inserting data. [30404] [Fri Feb 12 10:37:56 2016] [warning]: DBD::Oracle::st execute failed: ORA-00001: unique constraint (RT_TEST.GROUPMEMBERS_KEY) violated (DBD ERROR: OCIStmtExecute) [for Statement "INSERT INTO GroupMembers (Created, LastUpdated, id, Creator, MemberId, LastUpdatedBy, GroupId) VALUES (?, ?, ?, ?, ?, ?, ?)" with ParamValues: :p1='2016-02-12 10:37:56', :p2='2016-02-12 10:37:56', :p3="288340", :p4="1", :p5="10", :p6="1", :p7="309918"] at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 586, <$handle> line 1. (/opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm:586) [30404] [Fri Feb 12 10:37:56 2016] [warning]: RT::Handle=HASH(0x4781538) couldn't execute the query 'INSERT INTO GroupMembers (Created, LastUpdated, id, Creator, MemberId, LastUpdatedBy, GroupId) VALUES (?, ?, ?, ?, ?, ?, ?)' at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 599, <$handle> line 1. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x4781538)', 'INSERT INTO GroupMembers (Created, LastUpdated, id, Creator, ...', '2016-02-12 10:37:56', '2016-02-12 10:37:56', 288340, 1, 10, 1, 309918, ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 352 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x4781538)', 'GroupMembers', 'Created', '2016-02-12 10:37:56', 'LastUpdated', '2016-02-12 10:37:56', 'id', 288340, 'Creator', ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle/Oracle.pm line 154 DBIx::SearchBuilder::Handle::Oracle::Insert('RT::Handle=HASH(0x4781538)', 'GroupMembers', 'Creator', 1, 'MemberId', 10, 'GroupId', 309918, 'LastUpdatedBy', ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Record.pm line 1320 DBIx::SearchBuilder::Record::Create('RT::GroupMember=HASH(0x4a42910)', 'LastUpdated', '2016-02-12 10:37:56', 'Created', '2016-02-12 10:37:56', 'Creator', 1, 'MemberId', 10, ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 317 RT::Record::Create('RT::GroupMember=HASH(0x4a42910)', 'GroupId', 309918, 'MemberId', 10) called at /opt/rt4/sbin/../lib/RT/GroupMember.pm line 206 RT::GroupMember::Create('RT::GroupMember=HASH(0x4a42910)', 'Member', 'RT::Principal=HASH(0x49ec748)', 'Group', 'RT::Principal=HASH(0xa0513c0)', 'InsideTransaction', 1) called at /opt/rt4/sbin/../lib/RT/Group.pm line 963 RT::Group::_AddMember('RT::Group=HASH(0x471aac0)', 'PrincipalId', 10, 'InsideTransaction', 1, 'RecordTransaction', 0, 'Object', 'RT::Catalog=HASH(0x4857010)', ...) called at /opt/rt4/sbin/../lib/RT/Group.pm line 552 RT::Group::CreateRoleGroup('RT::Group=HASH(0x471aac0)', 'Object', 'RT::Catalog=HASH(0x4857010)', 'Name', 'Owner') called at /opt/rt4/sbin/../lib/RT/Record/Role/Roles.pm line 664 RT::Record::Role::Roles::_CreateRoleGroup('RT::Catalog=HASH(0x4857010)', 'Owner') called at /opt/rt4/sbin/../lib/RT/Record/Role/Roles.pm line 679 RT::Record::Role::Roles::_CreateRoleGroups('RT::Catalog=HASH(0x4857010)') called at /opt/rt4/sbin/../lib/RT/Catalog.pm line 230 RT::Catalog::Create('RT::Catalog=HASH(0x4857010)', 'Description', 'The default catalog', 'Name', 'General assets') called at /opt/rt4/sbin/../lib/RT/Handle.pm line 1066 RT::Handle::InsertData('RT::Handle=HASH(0x4781538)', './etc/upgrade/4.3.10/content', undef) called at ./sbin/rt-setup-database line 390 main::__ANON__() called at ./sbin/rt-setup-database line 403 main::action_insert('datadir', './etc/upgrade/4.3.10', 'backcompat', 'ARRAY(0xd0e5c8)', 'package', 'RT', 'action', 'upgrade', 'datafile', ...) called at ./sbin/rt-setup-database line 571 main::action_upgrade('package', 'RT', 'action', 'upgrade') called at ./sbin/rt-setup-database line 210 (/opt/perl5/perls/perl-5.18.1RT/lib/5.18.1/Carp.pm:103) [30404] [Fri Feb 12 10:37:56 2016] [warning]: DBD::Oracle::st execute failed: ORA-00001: unique constraint (RT_TEST.TRANSACTIONS_KEY) violated (DBD ERROR: OCIStmtExecute) [for Statement "INSERT INTO Transactions (NewValue, id, Creator, NewReference, ObjectType, Data, OldValue, ReferenceType, Field, ObjectId, Type, OldReference, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)" with ParamValues: :p1=undef, :p10="309920", :p11='Create', :p12=undef, :p13='2016-02-12 10:37:56', :p2="1072328", :p3="1", :p4=undef, :p5='RT::Group', :p6=undef, :p7=undef, :p8=undef, :p9=undef] at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 586, <$handle> line 1. (/opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm:586) [30404] [Fri Feb 12 10:37:56 2016] [warning]: RT::Handle=HASH(0x4781538) couldn't execute the query 'INSERT INTO Transactions (NewValue, id, Creator, NewReference, ObjectType, Data, OldValue, ReferenceType, Field, ObjectId, Type, OldReference, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 599, <$handle> line 1. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x4781538)', 'INSERT INTO Transactions (NewValue, id, Creator, NewReference...', undef, 1072328, 1, undef, 'RT::Group', undef, undef, ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle.pm line 352 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x4781538)', 'Transactions', 'NewValue', undef, 'id', 1072328, 'Creator', 1, 'NewReference', ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Handle/Oracle.pm line 154 DBIx::SearchBuilder::Handle::Oracle::Insert('RT::Handle=HASH(0x4781538)', 'Transactions', 'ObjectId', 309920, 'Type', 'Create', 'OldReference', undef, 'Created', ...) called at /opt/perl5/perls/perl-5.18.1RT/lib/site_perl/5.18.1/DBIx/SearchBuilder/Record.pm line 1320 DBIx::SearchBuilder::Record::Create('RT::Transaction=HASH(0x4a41720)', 'ObjectId', 309920, 'Type', 'Create', 'OldReference', undef, 'Created', '2016-02-12 10:37:56', ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 317 RT::Record::Create('RT::Transaction=HASH(0x4a41720)', 'OldValue', undef, 'Data', undef, 'NewReference', undef, 'ObjectType', 'RT::Group', ...) called at /opt/rt4/sbin/../lib/RT/Transaction.pm line 160 RT::Transaction::Create('RT::Transaction=HASH(0x4a41720)', 'ObjectId', 309920, 'ObjectType', 'RT::Group', 'TimeTaken', undef, 'Type', 'Create', ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 1670 RT::Record::_NewTransaction('RT::Group=HASH(0x482a110)', 'Type', 'Create') called at /opt/rt4/sbin/../lib/RT/Group.pm line 353 RT::Group::_Create('RT::Group=HASH(0x482a110)', 'InsideTransaction', 1, 'Instance', 1, 'Name', 'Contact', 'Domain', 'RT::Catalog-Role', ...) called at /opt/rt4/sbin/../lib/RT/Group.pm line 547 RT::Group::CreateRoleGroup('RT::Group=HASH(0x482a110)', 'Name', 'Contact', 'Object', 'RT::Catalog=HASH(0x4857010)') called at /opt/rt4/sbin/../lib/RT/Record/Role/Roles.pm line 664 RT::Record::Role::Roles::_CreateRoleGroup('RT::Catalog=HASH(0x4857010)', 'Contact') called at /opt/rt4/sbin/../lib/RT/Record/Role/Roles.pm line 679 RT::Record::Role::Roles::_CreateRoleGroups('RT::Catalog=HASH(0x4857010)') called at /opt/rt4/sbin/../lib/RT/Catalog.pm line 230 RT::Catalog::Create('RT::Catalog=HASH(0x4857010)', 'Description', 'The default catalog', 'Name', 'General assets') called at /opt/rt4/sbin/../lib/RT/Handle.pm line 1066 RT::Handle::InsertData('RT::Handle=HASH(0x4781538)', './etc/upgrade/4.3.10/content', undef) called at ./sbin/rt-setup-database line 390 main::__ANON__() called at ./sbin/rt-setup-database line 403 main::action_insert('datadir', './etc/upgrade/4.3.10', 'backcompat', 'ARRAY(0xd0e5c8)', 'package', 'RT', 'action', 'upgrade', 'datafile', ...) called at ./sbin/rt-setup-database line 571 main::action_upgrade('package', 'RT', 'action', 'upgrade') called at ./sbin/rt-setup-database line 210 (/opt/perl5/perls/perl-5.18.1RT/lib/5.18.1/Carp.pm:103) [30404] [Fri Feb 12 10:37:56 2016] [warning]: Transaction Created (/opt/rt4/sbin/../lib/RT/Record.pm:1691) Processing 4.3.11 Now inserting data. Processing 4.3.12 Now populating database schema. Processing 4.3.13 Now populating database schema. Done. Dose anyone have any ideas how to solve this?. Installation info: New server with: Centos 7. Perl installed by perlbrew. make testdeps and make fixdeps by cpanm (RT_FIX_DEPS_CMD) installed without any problems. Using spawn-fcgi, and nginx as a web server. Selinux disabled. -- Best regards, Piotr Szymborski From fleon at seguroscatatumbo.com Fri Feb 12 06:30:55 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Fri, 12 Feb 2016 04:30:55 -0700 (MST) Subject: [rt-users] Problems with SLA since upgrading to 4.4 In-Reply-To: <1455166460018-61345.post@n7.nabble.com> References: <1455166460018-61345.post@n7.nabble.com> Message-ID: <1455276655138-61365.post@n7.nabble.com> did the upgrade script run without errors? in my case the script didn't run at first because it complained it couldn't find perl modules. If you compiled RT by yourself and used cpan to install perl modules, chances are they are located outside of your distro's main perl libs, so you have to run the script with perl -I/opt/rt4/lib upgrade-sla. I couldn't see my assets until i did this, haven't tested SLA yet. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-with-SLA-since-upgrading-to-4-4-tp61345p61365.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mzagrabe at d.umn.edu Fri Feb 12 10:08:14 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 12 Feb 2016 09:08:14 -0600 Subject: [rt-users] [rt-devel] How to "print" ticket values and CF-values? In-Reply-To: References: Message-ID: This message is better suited for rt-users - I just tweaked the reply address. -m 2016-02-12 7:22 GMT-06:00 I?aki de Egu?a D?ez : > Hi, all! > > > I'm trying to fill the ticket message from a new ticket with all > the values from another ticket. > > > I haven't found any problem with the comments thanks to > "/RTIR/Elements/TransactionData". > > But I can not find an already made utility to achieve this: print all > values (id, subject, owner, etc.) and cf-values for a ticket. > > > It should be something similar to what cli-api does when calling ${RTPATH}/bin/rt > show ticket/id which I've seen it does by calling REST API. But I don't > know whether I can do the same inside a Callback. > > > Any clue? > > > Thanks and best regards. > > > P.S.: I'm using RT 4.2.10 and RT-IR 3.2. > > ? > > > *I?aki de Egu?a D?ez* > Desarrollador - Entornos Abiertos > inaki.deeguia at csa.es > > > > En cumplimiento de la Ley Org?nica 15/1999, de 13 de diciembre, de > Protecci?n de Datos de Car?cter Personal, los datos personales reflejados > en este documento se incluir?n en una base de datos informatizada de > titularidad de Centro Regional de Servicios Avanzados, S.A. Dicha base de > datos se encuentra inscrita en el Registro General de Protecci?n de Datos > conforme a lo dispuesto en la legislaci?n vigente y cumpliendo todas las > medidas de seguridad del Real Decreto 994/1999, de 11 de junio, de medidas > de seguridad de los ficheros automatizados que contengan datos de car?cter > personal. Asimismo, el cliente dispone en todo momento de los derechos de > informaci?n, acceso, rectificaci?n, cancelaci?n y oposici?n, que podr? > ejercitar por escrito mediante carta dirigida al Responsable de Seguridad, > en la siguiente direcci?n: C/ L?pez Bravo, 1. 09001 Burgos (Espa?a). > > --------- > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Feb 12 10:12:56 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 12 Feb 2016 09:12:56 -0600 Subject: [rt-users] [rt-devel] How to "print" ticket values and CF-values? In-Reply-To: References: Message-ID: > 2016-02-12 7:22 GMT-06:00 I?aki de Egu?a D?ez : > >> Hi, all! >> >> >> I'm trying to fill the ticket message from a new ticket with all >> the values from another ticket. >> >> >> I haven't found any problem with the comments thanks to >> "/RTIR/Elements/TransactionData". >> >> But I can not find an already made utility to achieve this: print all >> values (id, subject, owner, etc.) and cf-values for a ticket. >> > Do you want things printed on a piece of paper, like a pdf? or printed in some other way? -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From fleon at seguroscatatumbo.com Fri Feb 12 09:29:08 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Fri, 12 Feb 2016 07:29:08 -0700 (MST) Subject: [rt-users] rt-ldapimport fails on 4.4 (RT::User::ExternalAuthId Unimplemented in RT::Record) Message-ID: <1455287348434-61369.post@n7.nabble.com> I'm getting this error when running sbin/rt-ldapimport. I used to run this without issues on 4.2 with the extension. [20687] [Fri Feb 12 15:17:35 2016] [critical]: RT::User::ExternalAuthId Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958) (/opt/rt4/sbin/../lib/RT.pm:390) RT::User::ExternalAuthId Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958) Note that i had to remove ExternalAuthId from the configuration file and blank the values in the database in order for make upgrade-database to work. Is this a bug? -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt-ldapimport-fails-on-4-4-RT-User-ExternalAuthId-Unimplemented-in-RT-Record-tp61369.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fleon at seguroscatatumbo.com Fri Feb 12 09:36:25 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Fri, 12 Feb 2016 07:36:25 -0700 (MST) Subject: [rt-users] rt-ldapimport fails on 4.4 (RT::User::ExternalAuthId Unimplemented in RT::Record) In-Reply-To: <1455287348434-61369.post@n7.nabble.com> References: <1455287348434-61369.post@n7.nabble.com> Message-ID: <1455287785501-61370.post@n7.nabble.com> Bah, i'm dumb. I removed the ExternalAuthId from the original ExternalAuth plugin declaration in the config but not from the ldapimport one as well. Now it runs. However, i didn't get any output on the screen when using --debug. Previously i could see the names of the users as it was importing them. -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt-ldapimport-fails-on-4-4-RT-User-ExternalAuthId-Unimplemented-in-RT-Record-tp61369p61370.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fleon at seguroscatatumbo.com Fri Feb 12 09:52:43 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Fri, 12 Feb 2016 07:52:43 -0700 (MST) Subject: [rt-users] rt-ldapimport fails on 4.4 (RT::User::ExternalAuthId Unimplemented in RT::Record) In-Reply-To: <1455287348434-61369.post@n7.nabble.com> References: <1455287348434-61369.post@n7.nabble.com> Message-ID: <1455288763961-61371.post@n7.nabble.com> I'm not getting any output because it isn't actually importing / finding anyone new. This is my untouched configuration that used to work on 4.2: Set($LDAPHost,'domainip:3268'); Set($LDAPUser,'mydomain\\myuser'); Set($LDAPPassword,'mypassword'); Set($LDAPFilter, '(&(objectClass=user)' . '(!(enabled=false))' . '(!(objectClass=computer))' . '(!(userAccountControl:1.2.840.113556.1.4.803:=2))' . '(mail=*)' . '(telephoneNumber=*)' . '(lastLogonTimestamp>=130700000000000000))'); #march 2015 or newer Set($LDAPSizeLimit, 1000); Set($LDAPMapping, {Name => 'sAMAccountName', # required EmailAddress => 'mail', RealName => 'displayName', WorkPhone => 'telephoneNumber', Address1 => 'description', Address2 => 'l', Gecos => 'sAMAccountName', Organization => 'physicalDeliveryOfficeName'}); Set($LDAPBase, 'dc=mycompany,dc=com'); Set($LDAPSkipAutogeneratedGroup, 1); Set($LDAPUpdateUsers, 1); -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt-ldapimport-fails-on-4-4-RT-User-ExternalAuthId-Unimplemented-in-RT-Record-tp61369p61371.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fleon at seguroscatatumbo.com Fri Feb 12 11:19:50 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Fri, 12 Feb 2016 09:19:50 -0700 (MST) Subject: [rt-users] rt-ldapimport fails on 4.4 (RT::User::ExternalAuthId Unimplemented in RT::Record) In-Reply-To: <1455288763961-61371.post@n7.nabble.com> References: <1455287348434-61369.post@n7.nabble.com> <1455288763961-61371.post@n7.nabble.com> Message-ID: <1455293990179-61372.post@n7.nabble.com> Turns out that now all output is sent to /var/log/messages instead of the current terminal screen. That helped me find out that the admin created all new profiles without telephone numbers, therefore being filtered. I added a phone number to one and now it shows, so it's working. -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt-ldapimport-fails-on-4-4-RT-User-ExternalAuthId-Unimplemented-in-RT-Record-tp61369p61372.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From timothy-flynn at uiowa.edu Fri Feb 12 13:59:34 2016 From: timothy-flynn at uiowa.edu (Flynn, Timothy) Date: Fri, 12 Feb 2016 18:59:34 +0000 Subject: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 Message-ID: <2C85466E85AA96458FA56085D7059849B5DF2A67@HC-MAILBOXC1-N5.healthcare.uiowa.edu> I'm running the following: RT 4.2.12 Fast CGI Apache/2.2.12 (Linux/SUSE) 3.0.101-0.47.71-ppc64 #1 SMP I recently upgraded from 3.8.4 to 4.2.12 RT and everything seems great except I noticed that creating a new search causes an error for me in most cases: "The server encountered an internal error and was unable to complete your request. Either the server is overloaded or there was an error in a CGI script" I recall talk on the listserve about certain global permissions causing issues with searches but I'm not finding it. Can someone point me in the right direction for which rights to look out for or are there settings I can adjust to give the system more resources for the search? The builder did not encounter this error in 3.8.4. Thank you, Tim ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri Feb 12 16:51:34 2016 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 12 Feb 2016 16:51:34 -0500 Subject: [rt-users] Notify Owner on Resolve not notifying the owner Message-ID: Hi All, I am using this scrip, but it does not notify the owner at resolve Description: Reminder to close associated tickets at resolve Condition: On Resolve Action: Notify Owner Template: Global Template: Resolved Stage: TransactionCreate I own the ticket and I do have valid email address. But when I resolve the ticket I get No recipients found. Here is the log... [Fri Feb 12 21:06:14 2016] [info]: < rt-4.0.17-9677-1455311174-1234.1571857-254-0 at rt.example.net> #1571857/10214209 - Scrip 254 Reminder to close associated tickets at resolve (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Fri Feb 12 21:06:14 2016] [info]: < rt-4.0.17-9677-1455311174-1234.1571857-254-0 at rt.example.net> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) Any suggestion where to look? I am using RT 4.0.17 on Ubuntu LTS Thanks a lot -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Feb 12 17:27:45 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 12 Feb 2016 16:27:45 -0600 Subject: [rt-users] Notify Owner on Resolve not notifying the owner In-Reply-To: References: Message-ID: Hi Asif, On Fri, Feb 12, 2016 at 3:51 PM, Asif Iqbal wrote: > Hi All, > > I am using this scrip, but it does not notify the owner at resolve > > Description: Reminder to close associated tickets at resolve > Condition: On Resolve > Action: Notify Owner > Template: Global Template: Resolved > Stage: TransactionCreate > > I own the ticket and I do have valid email address. But when I resolve the > ticket I get No recipients found. Yep. If you turned up the logging it would probably tell you that you are the "actor" of the transaction. https://www.bestpractical.com/docs/rt/4.0/RT_Config.html#NotifyActor With "Notify *" actions, the actor of a transaction won't get notified. However "Autoreply *" will fire to its recipient list regardless of actor. -m From timothy-flynn at uiowa.edu Fri Feb 12 18:15:06 2016 From: timothy-flynn at uiowa.edu (Flynn, Timothy) Date: Fri, 12 Feb 2016 23:15:06 +0000 Subject: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 In-Reply-To: <2C85466E85AA96458FA56085D7059849B5DF2A67@HC-MAILBOXC1-N5.healthcare.uiowa.edu> References: <2C85466E85AA96458FA56085D7059849B5DF2A67@HC-MAILBOXC1-N5.healthcare.uiowa.edu> Message-ID: <2C85466E85AA96458FA56085D7059849B5DF2BC3@HC-MAILBOXC1-N5.healthcare.uiowa.edu> I misspoke I am running fcgid . Additionally the page I am having issues with at the moment is: /Search/Build.html?NewQuery=1 In doing some reading I ran the following in query window with zero responses: select name from queues where id in (select objectid from acl where principaltype='Group' and principalid = (select id from groups where type='Everyone') and rightname='OwnTicket'); select name from queues where id in (select objectid from acl where principaltype='Group' and principalid = (select id from groups where type='Unprivileged') and rightname='OwnTicket'); select name from queues where id in (select objectid from acl where principaltype='Group' and principalid = (select id from groups where type='Privileged') and rightname='OwnTicket'); Additionally I tried setting the MaxRequestLen 1073741824 as identified here (https://www.bestpractical.com/docs/rt/4.2.12/web_deployment.html#mod_fastcgi) FcgidMaxRequestLen 1073741824 threw an error in my conf file so I figured the Fcgid part was extra? Apache2 did not error on MaxRequestLen. Tim From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, Timothy Sent: Friday, February 12, 2016 1:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 I'm running the following: RT 4.2.12 Fast CGI Apache/2.2.12 (Linux/SUSE) 3.0.101-0.47.71-ppc64 #1 SMP I recently upgraded from 3.8.4 to 4.2.12 RT and everything seems great except I noticed that creating a new search causes an error for me in most cases: "The server encountered an internal error and was unable to complete your request. Either the server is overloaded or there was an error in a CGI script" I recall talk on the listserve about certain global permissions causing issues with searches but I'm not finding it. Can someone point me in the right direction for which rights to look out for or are there settings I can adjust to give the system more resources for the search? The builder did not encounter this error in 3.8.4. Thank you, Tim ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sat Feb 13 14:56:24 2016 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 13 Feb 2016 14:56:24 -0500 Subject: [rt-users] Notify Owner on Resolve not notifying the owner In-Reply-To: References: Message-ID: On Fri, Feb 12, 2016 at 5:27 PM, Matt Zagrabelny wrote: > Hi Asif, > > On Fri, Feb 12, 2016 at 3:51 PM, Asif Iqbal wrote: > > Hi All, > > > > I am using this scrip, but it does not notify the owner at resolve > > > > Description: Reminder to close associated tickets at resolve > > Condition: On Resolve > > Action: Notify Owner > > Template: Global Template: Resolved > > Stage: TransactionCreate > > > > I own the ticket and I do have valid email address. But when I resolve > the > > ticket I get No recipients found. > > Yep. If you turned up the logging it would probably tell you that you > are the "actor" of the transaction. > > https://www.bestpractical.com/docs/rt/4.0/RT_Config.html#NotifyActor > > With "Notify *" actions, the actor of a transaction won't get > notified. However "Autoreply *" will fire to its recipient list > regardless of actor. > > -m > Hi All, With Matt's help I were able to create a custom ScripAction 'Autoreply to Owner' and use that action to notify the owner. I used http://requesttracker.wikia.com/wiki/WriteCustomAction as a guide as well. So I created a dir local/lib/RT/Action and copy lib/RT/Action/Autoreply.pm in this directory as AutoreplyToOwner.pm and renamed the package line accordingly. And under SetRecipients subroutine changed the push line to following to get owners email address push(@{$self->{'To'}}, $self->TicketObj->OwnerAsString); Then registered this module to DB as explained in http://requesttracker.wikia.com/wiki/AddDatabaseRecords. Now this shows up as one of the Action under Scrip. I tested and it works perfectly. Thanks again to Matt! -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Sat Feb 13 17:08:15 2016 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 13 Feb 2016 17:08:15 -0500 Subject: [rt-users] list of scrips in a queue Message-ID: Hi All, How do I get the list of scrips of a queue? Here is my snippet.. my $queue = RT::Queue->new($CurrentUser); my $scrips = RT::Scrips->new($CurrentUser); my ($status, $msg) = $queue->Load( 'help' ); my ($status, $msg) = $scrips->LimitToQueue( $queue->id ); my @queuescrips = $scrips->Prepared; foreach my $scrip (@queuescrips) { print $scrip->Description; } When I run this I get the following error [Sat Feb 13 22:06:54 2016] [critical]: Can't call method "Description" on unblessed reference at /usr/local/sbin/test.pl line 24. (/opt/rt4/lib/RT.pm:400) Can't call method "Description" on unblessed reference at /usr/local/sbin/ test.pl line 24. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeet.0733 at gmail.com Sun Feb 14 00:55:37 2016 From: jeet.0733 at gmail.com (Satyajeet Singh) Date: Sun, 14 Feb 2016 09:55:37 +0400 Subject: [rt-users] Issues After Upgrading to 4.4 In-Reply-To: References: Message-ID: Hi All, Did anyone face this issue ? -- Kind Regards, Satyajeet Singh Dubai: +971 551185369 India: +91 9911547664 On 11 February 2016 at 21:45, Satyajeet Singh wrote: > Hi All, > > After Upgrading to 4.4 I noticed that values for Custom DateTime Fields > entered by non root users is being considered as UTC irrespective of what > timezone has been set in RT_SIteConfig. For en example, with Asia/Dubai > (UTC +4) as a time zone, when I select 6:00 PM and create the ticket, it > gets displayed as 10:00PM. However there is no such issues when logged in > as root. > > Appreciate your immediate support on this. > > Thank you > -- > Kind Regards, > Jeet > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chuck.patton at oracle.com Sun Feb 14 09:58:39 2016 From: chuck.patton at oracle.com (cfpatton) Date: Sun, 14 Feb 2016 07:58:39 -0700 (MST) Subject: [rt-users] Posting announcements on RT dashboards Message-ID: <1455461919260-61381.post@n7.nabble.com> We use RT 4.0.18 and would like to add announcements on our staff's Dashboards such as when someone's out on vacation, planned lab power outages, etc. Any suggestions on how to implement this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Posting-announcements-on-RT-dashboards-tp61381.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mmcgrath at carthage.edu Sun Feb 14 10:54:12 2016 From: mmcgrath at carthage.edu (Max McGrath) Date: Sun, 14 Feb 2016 09:54:12 -0600 Subject: [rt-users] Posting announcements on RT dashboards In-Reply-To: <1455461919260-61381.post@n7.nabble.com> References: <1455461919260-61381.post@n7.nabble.com> Message-ID: We use the RTAnnounce extension -- but we use this more for alerting the helpdesk of major outages: http://search.cpan.org/~cbrandt/RT-Extension-Announce-0.06/lib/RT/Extension/Announce.pm -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Sun, Feb 14, 2016 at 8:58 AM, cfpatton wrote: > We use RT 4.0.18 and would like to add announcements on our staff's > Dashboards such as when someone's out on vacation, planned lab power > outages, etc. Any suggestions on how to implement this? > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Posting-announcements-on-RT-dashboards-tp61381.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > --------- > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chuck.patton at oracle.com Sun Feb 14 10:56:19 2016 From: chuck.patton at oracle.com (Chuck Patton) Date: Sun, 14 Feb 2016 07:56:19 -0800 Subject: [rt-users] Posting announcements on RT dashboards In-Reply-To: <1455461919260-61381.post@n7.nabble.com> References: <1455461919260-61381.post@n7.nabble.com> Message-ID: <0DE5B463-53EC-4362-AC9F-2F0670E2A7F1@oracle.com> Thanks Max. > On Feb 14, 2016, at 6:58 AM, cfpatton wrote: > > We use RT 4.0.18 and would like to add announcements on our staff's > Dashboards such as when someone's out on vacation, planned lab power > outages, etc. Any suggestions on how to implement this? > > > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/Posting-announcements-on-RT-dashboards-tp61381.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 From vadud3 at gmail.com Sun Feb 14 16:08:34 2016 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 14 Feb 2016 16:08:34 -0500 Subject: [rt-users] list of scrips in a queue In-Reply-To: References: Message-ID: On Sat, Feb 13, 2016 at 5:08 PM, Asif Iqbal wrote: > Hi All, > > How do I get the list of scrips of a queue? > > Here is my snippet.. > > my $queue = RT::Queue->new($CurrentUser); > my $scrips = RT::Scrips->new($CurrentUser); > my ($status, $msg) = $queue->Load( 'help' ); > my ($status, $msg) = $scrips->LimitToQueue( $queue->id ); > my @queuescrips = $scrips->Prepared; > > foreach my $scrip (@queuescrips) { > print $scrip->Description; > } > > I got it working... my ($status, $msg) = $scrips->LimitToQueue( $queue->id ); while ( my $Scrip = $Scrips->Next()) { print $Scrip->Description; print "\n"; } > When I run this I get the following error > > [Sat Feb 13 22:06:54 2016] [critical]: Can't call method "Description" on > unblessed reference at /usr/local/sbin/test.pl line 24. > (/opt/rt4/lib/RT.pm:400) > Can't call method "Description" on unblessed reference at /usr/local/sbin/ > test.pl line 24. > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From slicer at onthenet.com.au Sun Feb 14 16:11:14 2016 From: slicer at onthenet.com.au (Yourevilness) Date: Sun, 14 Feb 2016 14:11:14 -0700 (MST) Subject: [rt-users] Problems with SLA since upgrading to 4.4 In-Reply-To: <1455276655138-61365.post@n7.nabble.com> References: <1455166460018-61345.post@n7.nabble.com> <1455276655138-61365.post@n7.nabble.com> Message-ID: <1455484274406-61386.post@n7.nabble.com> Thanks for your reply fleon but I don't believe this is the problem. I had to initially add these to the script to get it to work. use lib "/tmp/rt-4.4.0/lib"; use lib "/opt/rt4/lib"; I believe its worked fine because the existing SLA custom fields, script conditions, scripts etc. have been replaced with the new ones. Still cannot seem to get it to work. Any other suggestions? The scripts are present in RT, (Set sla, if sla is required etc, even tried a new script based on create, set SLA) but none seem to trigger. Ps. I am aware I've used realminutes instead of businessminutes in my example, but its just for testing. Ive even just copy/pasted the examples from the doco and RT_Config.pm which also don't seem to do anything. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-with-SLA-since-upgrading-to-4-4-tp61345p61386.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lolo at troll.free.org Mon Feb 15 12:08:59 2016 From: lolo at troll.free.org (Laurent Frigault) Date: Mon, 15 Feb 2016 18:08:59 +0100 Subject: [rt-users] Migrating RT 3.6.5 to RT 4.2.12 Message-ID: <20160215170859.GA22721@troll.free.org> I am trying to migrate an old RT 3.6.5 (installed by someone else) to new FreeBSD server running RT 4.2.12 (freebsd package) My problem is that after the update, the new root account lost its admin privileges and I dont know how to restore them. I can still log with this account, but it is not allowed to manage the server any more. This must de related to warning/errors returned during the upgrade procedure but I did not find how the handle them . How can I fix this issue and what did I do wrong ? What I did: ============================================================================== On the old server I take a mysql dump with : mysqldump -c --hex-blob --default-character-set=binary rt3 > rt3-hex-bin.sql The dump is sent to the new server. On the new server I create an rt4 database with : mysqladmin create rt4 then I import the database dump with : mysql --default-character-set=binary rt4 < /var/tmp/rt3-hex-bin.sql after that I run the upgrade-mysql-schema.pl script with : perl /usr/local/share/doc/rt42/upgrade/upgrade-mysql-schema.pl rt4 > /var/tmp/queries.sql and mysql rt4 < /var/tmp/queries.sql then the rt-setup-database script with the upgrade action: /usr/local/sbin/rt-setup-database --action upgrade --datadir /usr/local/share/doc/rt42/upgrade --upgrade-from 3.6.5 |& tee /tmp/upgrade.trace On this last step I got many warnings and errors that I don't understand and don't know how to fix. [62816] [Mon Feb 15 16:38:04 2016] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-VrOO' file. (/usr/local/share/doc/rt42/upgrade/3.8.2/content:191) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 30: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 29: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 32: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 31: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 9: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 8: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 6: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 30: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 29: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 32: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 31: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 9: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 8: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [62816] [Mon Feb 15 16:38:04 2016] [warning]: Unable to grant ExecuteCode on principal 6: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [62816] [Mon Feb 15 16:38:08 2016] [error]: We found RTFM tables in your database. Checking for content. (/usr/local/share/doc/rt42/upgrade/3.9.8/content:17) [62816] [Mon Feb 15 16:38:08 2016] [error]: You appear to have RTFM Articles. You can upgrade using the /opt/rt4/etc/upgrade/upgrade-articles script. Read more about it in docs/UPGRADING-4.0 (/usr/local/share/doc/rt42/upgrade/3.9.8/content:22) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:08 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [62816] [Mon Feb 15 16:38:10 2016] [error]: Scrip #2 has template set to #3, but it's not in DB, setting it 'Blank' (/usr/local/share/doc/rt42/upgrade/4.1.5/content:22) [62816] [Mon Feb 15 16:38:10 2016] [error]: Scrip #4 has template set to #3, but it's not in DB, setting it 'Blank' (/usr/local/share/doc/rt42/upgrade/4.1.5/content:22) [62816] [Mon Feb 15 16:38:13 2016] [info]: Going to delete all SMIMEKeyNotAfter attributes (/usr/local/share/doc/rt42/upgrade/4.1.22/content:61) And then : perl /usr/local/share/doc/rt42/upgrade/upgrade-articles outputs many warnings like : [62988] [Mon Feb 15 16:55:03 2016] [warning]: Fixing ACL 969 to refer to RT::System: The new value has been set. at /usr/local/share/doc/rt42/upgrade/upgrade-articles line 146. (/usr/local/share/doc/rt42/upgrade/upgrade-articles:146) ... [62988] [Mon Feb 15 16:55:03 2016] [warning]: Fixing Topic 2 to refer to RT::Class: The new value has been set. at /usr/local/share/doc/rt42/upgrade/upgrade-articles line 184. (/usr/local/share/doc/rt42/upgrade/upgrade-articles:184) ... [62988] [Mon Feb 15 16:55:03 2016] [warning]: Updated Transaction 109718 to point to RT::Article at /usr/local/share/doc/rt42/upgrade/upgrade-articles line 237. (/usr/local/share/doc/rt42/upgrade/upgrade-articles:237) And the latest step : perl /usr/local/share/doc/rt42/upgrade/vulnerable-passwords --fix ========================================================================= -- Laurent Frigault | Free.org From cloos at netcologne.de Tue Feb 16 05:44:30 2016 From: cloos at netcologne.de (Christian Loos) Date: Tue, 16 Feb 2016 11:44:30 +0100 Subject: [rt-users] Migrating RT 3.6.5 to RT 4.2.12 In-Reply-To: <20160215170859.GA22721@troll.free.org> References: <20160215170859.GA22721@troll.free.org> Message-ID: <56C2FD8E.8050501@netcologne.de> I think the reason for your problems are your wrong upgrade steps. You missed to read this: https://www.bestpractical.com/docs/rt/4.2/UPGRADING.mysql.html You have to upgrade to 3.7.87, then run the queries from upgrade-mysql-schema.pl, and then upgrade to 4.2.12. Chris Am 15.02.2016 um 18:08 schrieb Laurent Frigault: > I am trying to migrate an old RT 3.6.5 (installed by someone else) to > new FreeBSD server running RT 4.2.12 (freebsd package) > > My problem is that after the update, the new root account lost its admin > privileges and I dont know how to restore them. I can still log with > this account, but it is not allowed to manage the server any more. This > must de related to warning/errors returned during the upgrade procedure > but I did not find how the handle them . > > How can I fix this issue and what did I do wrong ? > > What I did: > > ============================================================================== > On the old server I take a mysql dump with : > mysqldump -c --hex-blob --default-character-set=binary rt3 > rt3-hex-bin.sql > > The dump is sent to the new server. > > On the new server I create an rt4 database with : > mysqladmin create rt4 > > then I import the database dump with : > mysql --default-character-set=binary rt4 < /var/tmp/rt3-hex-bin.sql > > after that I run the upgrade-mysql-schema.pl script with : > > perl /usr/local/share/doc/rt42/upgrade/upgrade-mysql-schema.pl rt4 > /var/tmp/queries.sql > > and > mysql rt4 < /var/tmp/queries.sql > > then the rt-setup-database script with the upgrade action: > > /usr/local/sbin/rt-setup-database --action upgrade --datadir /usr/local/share/doc/rt42/upgrade --upgrade-from 3.6.5 |& tee /tmp/upgrade.trace > > On this last step I got many warnings and errors that I don't understand > and don't know how to fix. From it_stuff at telenet.be Tue Feb 16 09:40:46 2016 From: it_stuff at telenet.be (it_stuff at telenet.be) Date: Tue, 16 Feb 2016 15:40:46 +0100 (CET) Subject: [rt-users] adding a button/hyperlink to external log analysis tool Message-ID: <1609037069.224603070.1455633646935.JavaMail.root@telenet.be> Hi all, Sorry for posting in two lists, but don't really know where it belongs... And I wanted to get starting in adjusting RT to our needs. (I have no experience in writing th scripts or stuff like that) I'm running RT4.4 stable and I was querious if it is possible to add a button or linkor something in a ticket dashboard with a external request / hyperlink based on a custom field value, to for example a kibana dashboard. The link will then take me to kibana with the search params (comming from RT) in the dashboard .. any ideas? kind regards, I -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Feb 16 09:51:54 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 16 Feb 2016 08:51:54 -0600 Subject: [rt-users] adding a button/hyperlink to external log analysis tool In-Reply-To: <1609037069.224603070.1455633646935.JavaMail.root@telenet.be> References: <1609037069.224603070.1455633646935.JavaMail.root@telenet.be> Message-ID: Hey, This is a good topic for rt-users. I've removed -devel from the recipients list. On Tue, Feb 16, 2016 at 8:40 AM, wrote: > Hi all, > > Sorry for posting in two lists, but don't really know where it belongs... > And I wanted to get starting in adjusting RT to our needs. (I have no > experience in writing th scripts or stuff like that) > I'm running RT4.4 stable and I was querious if it is possible to add a > button or linkor something in a ticket dashboard with a external request / > hyperlink based on a custom field value, to for example a kibana dashboard. Yep. This is totally doable. You can make custom fields (CFs) into links via the admin web interface. Otherwise you can enhance RT in a multitude of ways using callbacks. -m From jesse at bywatersolutions.com Tue Feb 16 10:14:57 2016 From: jesse at bywatersolutions.com (Jesse Maseto) Date: Tue, 16 Feb 2016 10:14:57 -0500 Subject: [rt-users] adding a button/hyperlink to external log analysis tool In-Reply-To: References: <1609037069.224603070.1455633646935.JavaMail.root@telenet.be> Message-ID: Here is an example of how we have done this. ===================== '__CF.{Community Bug}__/TITLE:Bug', ===================== We've added this to the Format of a search under the advanced option and added the search to a dashboard. Hope this helps. Best Regards, -Jesse On Tue, Feb 16, 2016 at 9:51 AM, Matt Zagrabelny wrote: > Hey, > > This is a good topic for rt-users. I've removed -devel from the recipients > list. > > On Tue, Feb 16, 2016 at 8:40 AM, wrote: > > Hi all, > > > > Sorry for posting in two lists, but don't really know where it belongs... > > And I wanted to get starting in adjusting RT to our needs. (I have no > > experience in writing th scripts or stuff like that) > > I'm running RT4.4 stable and I was querious if it is possible to add a > > button or linkor something in a ticket dashboard with a external request > / > > hyperlink based on a custom field value, to for example a kibana > dashboard. > > Yep. This is totally doable. > > You can make custom fields (CFs) into links via the admin web interface. > > Otherwise you can enhance RT in a multitude of ways using callbacks. > > -m > --------- > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Tue Feb 16 11:58:15 2016 From: ram0502 at gmail.com (Ram) Date: Tue, 16 Feb 2016 08:58:15 -0800 Subject: [rt-users] adding a button/hyperlink to external log analysis tool In-Reply-To: <1609037069.224603070.1455633646935.JavaMail.root@telenet.be> References: <1609037069.224603070.1455633646935.JavaMail.root@telenet.be> Message-ID: Hi there, That sounds like an end user issue (it sounds like you're not planning on doing dev work on RT) [BCC rt-devel to drop]. What you want is straight forward and built-in. Look at Admin->Custom Fields->Select and click on a custom field; on the Custom Field "Basics" tab note the "Link values to" field - the description is pretty clear. have fun Ram On Tue, Feb 16, 2016 at 6:40 AM, wrote: > Hi all, > > Sorry for posting in two lists, but don't really know where it belongs... > And I wanted to get starting in adjusting RT to our needs. (I have no > experience in writing th scripts or stuff like that) > I'm running RT4.4 stable and I was querious if it is possible to add a > button or linkor something in a ticket dashboard with a external request / > hyperlink based on a custom field value, to for example a kibana dashboard. > The link will then take me to kibana with the search params (comming from > RT) in the dashboard .. > > any ideas? > > kind regards, > > I > > > > --------- > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Tue Feb 16 12:54:52 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Tue, 16 Feb 2016 20:54:52 +0300 Subject: [rt-users] New child ticket with relationship Message-ID: <56C3626C.1010405@wildthingsafaris.com> Hello, I've been using the code from wiki page CreateChildTicket for some time, though i modified it to only make new-MemberOf tickets http://requesttracker.wikia.com/wiki/CreateChildTicket My code is
this works fine and creates a new ticket with the MemberOF relationship, I now want to create other relationships. However if i change that part to new-RefersTo, DependsOn-new or any of the other relationships, it creates a ticket, but there is no link/relationship. the only one that works is new-MemberOf can anyone think of why this might be? Is there anything different about the relationships? i've drawn a blank. w. -- ----------------------- 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 vadud3 at gmail.com Tue Feb 16 16:07:10 2016 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 16 Feb 2016 16:07:10 -0500 Subject: [rt-users] rt 4.0.17 attachments corrupts with size over 200K Message-ID: Here are the relevant config settings that should allow 10M attachment size. So not sure what am I missing Set($MaxAttachmentSize , 10000000); rt 4.0.17 config Set($TruncateLongAttachments , 1); Set($DropLongAttachments , 1); client_max_body_size 20M; nginx/1.4.2 config max_allowed_packet 16777216; mysql 5.5.47-0ubuntu0.12.04.1-log I tried with docs and pdf Any suggestion is appreciated.. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From shawn at bestpractical.com Tue Feb 16 16:18:18 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Tue, 16 Feb 2016 16:18:18 -0500 Subject: [rt-users] Problems with SLA since upgrading to 4.4 In-Reply-To: <1455166460018-61345.post@n7.nabble.com> References: <1455166460018-61345.post@n7.nabble.com> Message-ID: On 2016?2?11? at 0:46:59, Yourevilness (slicer at onthenet.com.au) wrote: > Hello, Hi, > Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config. [?] > Doesn't appear to work. Can someone have a look over my settings or tell me > what i'm missing? Could you check each queue?s Basics admin page to see if ?SLA Enabled? is checked? Thanks, Shawn From slicer at onthenet.com.au Tue Feb 16 16:54:01 2016 From: slicer at onthenet.com.au (Yourevilness) Date: Tue, 16 Feb 2016 14:54:01 -0700 (MST) Subject: [rt-users] Problems with SLA since upgrading to 4.4 In-Reply-To: References: <1455166460018-61345.post@n7.nabble.com> Message-ID: <9E99E894-CE69-4E5D-BF41-1B271FE2C863@onthenet.com.au> Thanks Shawn. Thats all it was? Working perfectly now. I feel silly for not seeing that option! Appreciate your help. Leigh > On 17 Feb 2016, at 6:25 AM, Shawn Moore [via RequestTracker] > wrote: > > On 2016?2?11? at 0:46:59, Yourevilness ([hidden email] ) wrote: > > Hello, > > Hi, > > > Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config. [?] > > Doesn't appear to work. Can someone have a look over my settings or tell me > > what i'm missing? > > Could you check each queue?s Basics admin page to see if ?SLA Enabled? is checked? > > Thanks, > Shawn > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html ) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 > > If you reply to this email, your message will be added to the discussion below: > http://requesttracker.8502.n7.nabble.com/Problems-with-SLA-since-upgrading-to-4-4-tp61345p61396.html > To unsubscribe from Problems with SLA since upgrading to 4.4, click here . > NAML -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-with-SLA-since-upgrading-to-4-4-tp61345p61397.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeet.0733 at gmail.com Wed Feb 17 00:35:08 2016 From: jeet.0733 at gmail.com (Satyajeet Singh) Date: Wed, 17 Feb 2016 09:35:08 +0400 Subject: [rt-users] Issues After Upgrading to 4.4 In-Reply-To: References: Message-ID: Hi Sean, Thanks for replying, I checked that, its system default for all the unprivileged users and it is set as Asia/Dubai on OS and in RT_SiteConfig.pm On 16 February 2016 at 22:05, Sean Ellefson wrote: > HI Satyajeet, > > Have you checked the locale settings under your user options? There's an > option for listing all dates under GMT next to others around your timezone. > > On Sat, Feb 13, 2016 at 9:55 PM, Satyajeet Singh > wrote: > >> Hi All, >> >> Did anyone face this issue ? >> >> >> >> -- >> Kind Regards, >> Satyajeet Singh >> Dubai: +971 551185369 >> India: +91 9911547664 >> >> On 11 February 2016 at 21:45, Satyajeet Singh >> wrote: >> >>> Hi All, >>> >>> After Upgrading to 4.4 I noticed that values for Custom DateTime Fields >>> entered by non root users is being considered as UTC irrespective of what >>> timezone has been set in RT_SIteConfig. For en example, with Asia/Dubai >>> (UTC +4) as a time zone, when I select 6:00 PM and create the ticket, it >>> gets displayed as 10:00PM. However there is no such issues when logged in >>> as root. >>> >>> Appreciate your immediate support on this. >>> >>> Thank you >>> -- >>> Kind Regards, >>> Jeet >>> >> >> >> --------- >> RT 4.4 and RTIR Training Sessions ( >> http://bestpractical.com/services/training.html) >> * Hamburg Germany - March 14 & 15, 2016 >> * Washington DC - May 23 & 24, 2016 >> > > > > -- > > Sean Ellefson > Linux Systems Administrator - Computer Infrastructure Services > Office of Information Technologies > Portland State University > Phone: 503-725-9157 > scellef at pdx.edu > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jueneman at CeBiTec.Uni-Bielefeld.de Wed Feb 17 02:36:13 2016 From: jueneman at CeBiTec.Uni-Bielefeld.de (Sebastian Juenemann) Date: Wed, 17 Feb 2016 08:36:13 +0100 Subject: [rt-users] scrip condition on transaction custom field Message-ID: <56C422ED.90708@CeBiTec.Uni-Bielefeld.de> Hi everyone, I have an issue which i can't get resolved without further help by anyone more experienced RT user/admin. I want to have a special trigger which can be activated during the resolving stage on a ticket in order to decide whether an appropriate message will be sent to the ticket requester or not. Feedback mails to requester are generally deactivated. The idea is that RT users then can resolve tickets as normal but if they want that a feedback mail shall be send they can set the transaction CF to 'yes' and do so explicitly. For this, I've crated a transaction custom field 'feedback', enabled it for my queue, with selectable values 'yes' and 'no'. I've then created a batch scrip (from what I've learned it must be batch if transaction CFs shall be parsed) which checks for two conditions: 1) ticket was resolved and 2) transaction CF 'feedback' is set to 'yes'. The first part works perfectly fine, but i don't get the second part working. I've tried dozens of different ways two access transactions CFs, but it just wont work. So here are some methods which i tried unsuccessfully so far: 1) return 0 unless $self->TicketObj->FirstCustomFieldValue('feedback') eq 'yes'; # only on ticket CFs? 2) my $cfs=$txn->CustomFieldValues; my $cf = $cfs->LimitToCustomField('feedback'); my $response = $cf->Next; return 0 unless $response->Content eq 'yes'; 3) my $cfvs=$txn->CustomFieldValues; my $feedback = 0; while (my $cfv = $cfvs->Next) { my $cfObj = $cfv->CustomFieldObj; my $cf_name = $cfObj->Name; my $cfv_name = $cfv->Name; if ($cf_name eq 'feedback' && $cfv_name eq 'yes') { $feedback = 1; } } return 0 if $feedback == 0; So my question is: how do i access the transaction CF of my last transaction (i.e. a resolve transaction = comment + status change to resolve) in a scrip condition? I found the documentation on this specific topic (transaction CFs, not tiecket CFs) quite incomplete and hope some of you will be able to help me. Many thank sin advance! - Sebastian -- Sebastian J?nemann CeBiTec - Center for Biotechnology Bielefeld University, D-33594 Bielefeld, Germany Office: V6-147 -- Phone: +49-(0)521-106-4827 eMail: jueneman at CeBiTec.Uni-Bielefeld.de From it_stuff at telenet.be Wed Feb 17 09:45:21 2016 From: it_stuff at telenet.be (it_stuff at telenet.be) Date: Wed, 17 Feb 2016 15:45:21 +0100 (CET) Subject: [rt-users] adding a button/hyperlink to external log analysistool Message-ID: <751660616.227812182.1455720321155.JavaMail.root@telenet.be> thanks for the replies!!! The link value works! But now I was experimenting with the include page. When I use this it seems it loads the whole url (its a url of the RT instance with a query) on top of the RT page. menu is broken(double vision effect), and the ticketmenu(in the grey menubar changes into the search menu bar...) Tried several syntaxes, but I can't seem to get it right... this is the url I put in the "include page" field: https://RT.domain/Search/Results.html?Format=%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0AStatus%2C%0AQueueName%2C%0AOwner%2C%0A%27__NEWLINE__%27&Order=ASC|ASC|ASC|ASC&OrderBy=id|||&Query=CF.{IP}%20%3D%20%27__CustomField__%27%20AND%20%28%20%20Queue%20%3D%20%27General%27%20OR%20Queue%20%3D%20%27Incident%20Reports%27%20OR%20Queue%20%3D%20%27Investigations%20-%20Forensics%27%20OR%20Queue%20%3D%20%27Investigations%20-%20Malware%27%20OR%20Queue%20%3D%20%27Investigations%20-%20Monitoring%27%20%29&RowsPerPage=50&SavedChartSearchId=new&SavedSearchId=new any ideas? from RAM Hi there, That sounds like an end user issue (it sounds like you're not planning on doing dev work on RT) [BCC rt-devel to drop]. What you want is straight forward and built-in. Look at Admin->Custom Fields->Select and click on a custom field; on the Custom Field "Basics" tab note the "Link values to" field - the description is pretty clear. have fun Ram from Jesse Maseto: Here is an example of how we have done this. ===================== '__CF.{Community Bug}__/TITLE:Bug', ===================== We've added this to the Format of a search under the advanced option and added the search to a dashboard. Hope this helps. Best Regards, -Jesse -------------- next part -------------- An HTML attachment was scrubbed... URL: From jueneman at CeBiTec.Uni-Bielefeld.de Wed Feb 17 09:49:42 2016 From: jueneman at CeBiTec.Uni-Bielefeld.de (Sebastian Juenemann) Date: Wed, 17 Feb 2016 15:49:42 +0100 Subject: [rt-users] scrip condition on transaction custom field In-Reply-To: <56C422ED.90708@CeBiTec.Uni-Bielefeld.de> References: <56C422ED.90708@CeBiTec.Uni-Bielefeld.de> Message-ID: <56C48886.8050600@CeBiTec.Uni-Bielefeld.de> Hi everyone, OK - meanwhile i got this issue solved but still have some questions, especially about some strange behavior of RT. The following scenario: I'm resolving a ticket via GUI and setting the custom field for this transaction ("FeedbackOnResolve") to "yes". If I also leaving a comment (i.e. writing something in the text field) this triggers two transactions: first the comment transaction, then the status change transaction 9from open to resolved). 1) it should be better commented that $self->TransactionObj in a batch scrip (condition) returns the _first_ _triggering/applicable_ transaction object. This can get really awkward in the scrip if you write several tests and when not everything fits, the the first _applicable_ transaction might not be really the _first_ transaction in this cascade. So there is limited reliance on this behavior. 2) transaction custom fields (CFS) are somehow attached to 'comment' (or correspondence) transactions only. So in order get TCFs working you are forced to fill out the text form in order to actually trigger a comment/correspondence transaction to which this CF will be attached. This also means that if you're searching for specific values on TCFs you need to parse through the appropriate transaction type, i.e. comment/correspondence. Or is there another way to trigger TCFs in scrips for other transaction types as e.g. 'Status' or 'Set'? And why do TCFs are not handled like ticket CFs (i.e. triggering an own 'CustomField' typed transaction)? The whole documentary is more or less completely written for ticket CFs, which are handled totally different. 3) if anyone is interested the solution for my problem is the following: my $resolved = 0; my $feedback = 0; my $trans_list = $self->TicketObj->TransactionBatch; my $trans; foreach my $trans (@$trans_list) { my $type = $trans->Type; my $field = $trans->Field; if ($type eq "Status" || ( $type eq "Set" && $field eq "Status")){ $resolved = 1 if ($trans->NewValue eq "resolved"); } elsif ($type eq "Comment") { my $cfvs = $trans->CustomFieldValues("FeedbackOnResolve"); if (my $value = $cfvs->Next()) { $feedback = 1 if ($value->Content() eq "yes"); } } } return 0 unless $resolved && $feedback; return 1; - Sebastian On 02/17/2016 08:36 AM, Sebastian Juenemann wrote: > Hi everyone, > > I have an issue which i can't get resolved without further help by > anyone more experienced RT user/admin. > > I want to have a special trigger which can be activated during the > resolving stage on a ticket in order to decide whether an appropriate > message will be sent to the ticket requester or not. Feedback mails to > requester are generally deactivated. The idea is that RT users then can > resolve tickets as normal but if they want that a feedback mail shall be > send they can set the transaction CF to 'yes' and do so explicitly. > > For this, I've crated a transaction custom field 'feedback', enabled it > for my queue, with selectable values 'yes' and 'no'. I've then created a > batch scrip (from what I've learned it must be batch if transaction CFs > shall be parsed) which checks for two conditions: 1) ticket was resolved > and 2) transaction CF 'feedback' is set to 'yes'. The first part works > perfectly fine, but i don't get the second part working. I've tried > dozens of different ways two access transactions CFs, but it just wont > work. > > > So here are some methods which i tried unsuccessfully so far: > > 1) > return 0 unless $self->TicketObj->FirstCustomFieldValue('feedback') eq > 'yes'; # only on ticket CFs? > 2) > my $cfs=$txn->CustomFieldValues; > my $cf = $cfs->LimitToCustomField('feedback'); > my $response = $cf->Next; > return 0 unless $response->Content eq 'yes'; > 3) > my $cfvs=$txn->CustomFieldValues; > my $feedback = 0; > while (my $cfv = $cfvs->Next) > { > my $cfObj = $cfv->CustomFieldObj; > my $cf_name = $cfObj->Name; > my $cfv_name = $cfv->Name; > if ($cf_name eq 'feedback' && $cfv_name eq 'yes') { > $feedback = 1; > } > } > return 0 if $feedback == 0; > > So my question is: how do i access the transaction CF of my last > transaction (i.e. a resolve transaction = comment + status change to > resolve) in a scrip condition? > > I found the documentation on this specific topic (transaction CFs, not > tiecket CFs) quite incomplete and hope some of you will be able to help me. > > Many thank sin advance! > > - Sebastian > > -- Sebastian J?nemann CeBiTec - Center for Biotechnology Bielefeld University, D-33594 Bielefeld, Germany Office: V6-147 -- Phone: +49-(0)521-106-4827 eMail: jueneman at CeBiTec.Uni-Bielefeld.de From mcalado at tbstaxservices.com Wed Feb 17 11:02:47 2016 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Wed, 17 Feb 2016 11:02:47 -0500 Subject: [rt-users] Identify Requestor on Mysql Database Message-ID: <001401d1699c$a5594240$f00bc6c0$@tbstaxservices.com> Hi There! How can I identify the requestor of the ticket on my mysql database? On Tickets table, there is not a field like "requestor"! Any suggestion is appreciated.. Marcelo Calado Field | Type | Null | Key | Default | Extra | +-----------------+--------------+------+-----+--------------+-------------- --+ | id | int(11) | NO | PRI | NULL | auto_increment | | EffectiveId | int(11) | NO | MUL | 0 | | | IsMerged | smallint(6) | YES | | NULL | | | Queue | int(11) | NO | MUL | 0 | | | Type | varchar(16) | YES | | NULL | | | IssueStatement | int(11) | NO | | 0 | | | Resolution | int(11) | NO | | 0 | | | Owner | int(11) | NO | MUL | 0 | | | Subject | varchar(200) | YES | | [no subject] | | | InitialPriority | int(11) | NO | | 0 | | | FinalPriority | int(11) | NO | | 0 | | | Priority | int(11) | NO | | 0 | | | TimeEstimated | int(11) | NO | | 0 | | | TimeWorked | int(11) | NO | | 0 | | | Status | varchar(64) | YES | | NULL | | | TimeLeft | int(11) | NO | | 0 | | | Told | datetime | YES | | NULL | | | Starts | datetime | YES | | NULL | | | Started | datetime | YES | | NULL | | | Due | datetime | YES | | NULL | | | Resolved | datetime | YES | | NULL | | | LastUpdatedBy | int(11) | NO | | 0 | | | LastUpdated | datetime | YES | | NULL | | | Creator | int(11) | NO | | 0 | | | Created | datetime | YES | | NULL | | | Disabled | smallint(6) | NO From mzagrabe at d.umn.edu Wed Feb 17 11:21:01 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 17 Feb 2016 10:21:01 -0600 Subject: [rt-users] Identify Requestor on Mysql Database In-Reply-To: <001401d1699c$a5594240$f00bc6c0$@tbstaxservices.com> References: <001401d1699c$a5594240$f00bc6c0$@tbstaxservices.com> Message-ID: Hi Marcelo, On Wed, Feb 17, 2016 at 10:02 AM, Marcelo Calado | TBS TAX Services wrote: > > Hi There! > > How can I identify the requestor of the ticket on my mysql database? There can be zero or more requestors for a ticket. When a ticket gets created a set of groups gets created for that ticket. See the "group" table - specifically the "instance", "domain", and "type" fields. >From there you can join into the groupmembers table. -m From joel.bergmark at t3.se Wed Feb 17 11:42:53 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Wed, 17 Feb 2016 16:42:53 +0000 Subject: [rt-users] RT 4.4 - Four questions Message-ID: <7810271e1b0342988c5db8238764eebc@T3EX01.t3s.local> Hello there. Just updated our RT to 4.4, smoothly as normal regarding RT. However, at a meeting with the customer service representatives at our office, I got some questions to try to resolve. 1: Move signature to the top (basically to reverse the messages from newest on top not only in the History view but also inline replys), I have tried "SignatureToTheTop" from the wiki and also FlexibleSignature as good as that article could be matched but no luck. 2: HTML Signatures is it possible to get working? (including logo, links and formatting etc)? 3: Is it possible to disable comments, or in RT 4.4 get them to work as replies? (seen old discussions about it but no new ones). 4: When replying the WYSIWYGEditor shows the field to write with a red/pink hue, is it possible to change that to not be red-ish? (Counter intuitive to see red colour where you can write... A matter of education I know, but there is a point in it.) We are implementing RT4.4 in to a customer service organization as a test to see if RT is good enough to work with existing systems and what kind of integration level that can be achieved. Thanks a lot for any assistance regarding this. Kind regards, Joel T3 Sweden [Beskrivning: T3] JOEL BERGMARK Thirdline support joel.bergmark at t3.se | www.t3.se [Beskrivning: T3] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 1819 bytes Desc: image001.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 3343 bytes Desc: image002.jpg URL: From mzagrabe at d.umn.edu Wed Feb 17 12:06:44 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 17 Feb 2016 11:06:44 -0600 Subject: [rt-users] RT 4.4 - Four questions In-Reply-To: <7810271e1b0342988c5db8238764eebc@T3EX01.t3s.local> References: <7810271e1b0342988c5db8238764eebc@T3EX01.t3s.local> Message-ID: On Wed, Feb 17, 2016 at 10:42 AM, Joel Bergmark wrote: > Hello there. > > > > Just updated our RT to 4.4, smoothly as normal regarding RT. However, at a > meeting with the customer service representatives at our office, I got some > questions to try to resolve. > > > > 1: Move signature to the top (basically to reverse the messages from > newest on top not only in the History view but also inline replys), I have > tried ?SignatureToTheTop? from the wiki and also FlexibleSignature as good > as that article could be matched but no luck. > > > > 2: HTML Signatures is it possible to get working? (including logo, links > and formatting etc)? > > 3: Is it possible to disable comments, or in RT 4.4 get them to work as > replies? (seen old discussions about it but no new ones). > Via the ACL'ing. Yes, it should be. > 4: When replying the WYSIWYGEditor shows the field to write with a > red/pink hue, is it possible to change that to not be red-ish? (Counter > intuitive to see red colour where you can write? A matter of education I > know, but there is a point in it.) > CSS perhaps. Under the admin pages there is a location where you can customize the logo/CSS of the RT install. I'd look there. -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From toleary at wth.com Wed Feb 17 13:28:40 2016 From: toleary at wth.com (Terry O'Leary) Date: Wed, 17 Feb 2016 18:28:40 +0000 Subject: [rt-users] Exporting articles help Message-ID: Hello, I am looking to export the current list of articles my company has accrued over the years in RT. I thought that there would be some type of easy export tool or function within RT that would export all the articles to a CSV or XML file, but I could not find one. I was also thinking that I would be able to simply export the Articles table from the MySQL database we have, but the important content in the URI column links to "fsck.com-rtfm://ticket/article/#" which is what IO am guessing has the content I need to tie in with the article. I also did sone searching through documentation to see if there was anything specific to exporting articles from RT but didn't find anything. Any help is much appreciated. Thank You, Terry O'Leary -------------- next part -------------- An HTML attachment was scrubbed... URL: From john at yvig.com Wed Feb 17 21:16:29 2016 From: john at yvig.com (John Andersen) Date: Wed, 17 Feb 2016 18:16:29 -0800 Subject: [rt-users] Assets not linking to privileged users after upgrade to 4.4.0 Message-ID: I don't know if I missed a step on the upgrade or what (I did to run etc/upgrade/upgrade-assets). My assets are working correctly except for this: Any asset linked to a privileged user will not show up as an Assigned Asset on their user page. As long as they are a non-privileged user, it seems to work fine (tested with Held By and Ownder), I'm sure this search error I get in the log is pointing me to the culprit but not sure what to do in order to fix the issue or how I might have caused it. -- Feb 17 18:10:59 rt RT: [19769] Use of uninitialized value $args{"GroupsAlias"} in hash element at /opt/rt4/sbin/../lib/RT/SearchBuilder/Role/Roles.pm line 153. Feb 17 18:10:59 rt RT: [19769] Use of uninitialized value $args{"ALIAS1"} in concatenation (.) or string at /usr/local/share/perl/5.20.2/DBIx/SearchBuilder/Handle.pm line 1086. Feb 17 18:10:59 rt RT: [19769] Use of uninitialized value in string eq at /usr/local/share/perl/5.20.2/DBIx/SearchBuilder/Handle.pm line 1282. Feb 17 18:10:59 rt RT: [19769] DBD::Pg::st execute failed: ERROR: syntax error at or near "."#012LINE 1: ...bled = '0' ) AND ( CachedGroupMembers_3.GroupId = .id ) JOIN...#012 ^ at /usr/local/share/perl/5.20.2/DBIx/SearchBuilder/Handle.pm line 586. Feb 17 18:10:59 rt RT: [19769] RT::Handle=HASH(0x7f6ca0066e60) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Assets main JOIN CachedGroupMembers CachedGroupMembers_3 ON ( CachedGroupMembers_3.Disabled = '0' ) AND ( CachedGroupMembers_3.GroupId = .id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.Disabled = '0' ) AND ( CachedGroupMembers_4.GroupId = .id ) JOIN Groups Groups_1 ON ( LOWER(Groups_1.Domain) = 'rt::asset-role' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.Disabled = '0' ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE ( ( CachedGroupMembers_2.MemberId = '151821' ) OR ( CachedGroupMembers_3.MemberId = '3863' ) OR ( CachedGroupMembers_4.MemberId = '26' ) ) AND (LOWER(main.Status) != 'deleted') ' at /usr/local/share/perl/5.20.2/DBIx/SearchBuilder/Handle.pm line 599.#012#011DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x7f6ca0066e60), "SELECT COUNT(DISTINCT main.id) FROM Assets main JOIN CachedGr"...) called at /usr/local/share/perl/5.20.2/DBIx/SearchBuilder.pm line 295#012#011DBIx::SearchBuilder::_DoCount(RT::Assets=HASH(0x7f6cb4236bb0), 1) called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 993#012#011RT::SearchBuilder::_DoCount(RT::Assets=HASH(0x7f6cb4236bb0), 1) called at /opt/rt4/sbin/../lib/RT/Assets.pm line 293#012#011RT::Assets::_DoCount(RT::Assets=HASH(0x7f6cb4236bb0), 1) called at /usr/local/share/perl/5.20.2/DBIx/SearchBuilder.pm line 1525#012#011DBIx::SearchBuilder::CountAll(RT::Assets=HASH(0x7f6cb4236bb0)) called at /opt/rt4/share/html/Elements/CollectionList line 54#012#011HTML::Mason::Commands::__ANON__("Collection", RT::Assets=HASH(0x7f6cb4236bb0), "OrderBy", "id", "Order", "ASC", "Format", "\x{a} ' From wajdi.othmaniyah at gmail.com Thu Feb 18 05:21:04 2016 From: wajdi.othmaniyah at gmail.com (wajdi) Date: Thu, 18 Feb 2016 11:21:04 +0100 Subject: [rt-users] rt SelfService Message-ID: <56c59b03.c3e01c0a.3236f.ffffa2ae@mx.google.com> Hi, I have rt4.2.12 working fine in my society and I have my group. I want that every one of my group be responsible of ech queue so I want that every user see all the tickets of the queue under his responsibility when he logged in in the SelfService. Please help me -------------- next part -------------- An HTML attachment was scrubbed... URL: From joel.bergmark at t3.se Thu Feb 18 05:27:54 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Thu, 18 Feb 2016 10:27:54 +0000 Subject: [rt-users] RT 4.4 - Four questions Message-ID: <53566d3c68e04f29b94d704d61aa9864@T3EX01.t3s.local> Thanks for the suggestions, managed to find the CSS here: /opt/rt4/share/static/css/base/ticket-form.css And will look in to the ACL-stuff. I found this: http://www.gossamer-threads.com/lists/rt/commit/120233 but I?m not sure if or how to make this work with RT4.4. Tried to edit the files involved but looks like there are something extra needed to get it working. Also noticed that to turn off Signatures via MessageBoxIncludeSignature set to 0, cleared mason and restars apache after every attempt. Regards, Joel Fr?n: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Skickat: den 17 februari 2016 18:07 Till: Joel Bergmark Kopia: rt-users at lists.bestpractical.com ?mne: Re: [rt-users] RT 4.4 - Four questions On Wed, Feb 17, 2016 at 10:42 AM, Joel Bergmark > wrote: Hello there. Just updated our RT to 4.4, smoothly as normal regarding RT. However, at a meeting with the customer service representatives at our office, I got some questions to try to resolve. 1: Move signature to the top (basically to reverse the messages from newest on top not only in the History view but also inline replys), I have tried ?SignatureToTheTop? from the wiki and also FlexibleSignature as good as that article could be matched but no luck. 2: HTML Signatures is it possible to get working? (including logo, links and formatting etc)? 3: Is it possible to disable comments, or in RT 4.4 get them to work as replies? (seen old discussions about it but no new ones). Via the ACL'ing. Yes, it should be. 4: When replying the WYSIWYGEditor shows the field to write with a red/pink hue, is it possible to change that to not be red-ish? (Counter intuitive to see red colour where you can write? A matter of education I know, but there is a point in it.) CSS perhaps. Under the admin pages there is a location where you can customize the logo/CSS of the RT install. I'd look there. -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From beanstallk at gmail.com Thu Feb 18 06:02:59 2016 From: beanstallk at gmail.com (Jack Beanstallk) Date: Thu, 18 Feb 2016 11:02:59 +0000 Subject: [rt-users] stop a requester from owning the ticket if they make the first correspondence Message-ID: we use the scrip "On Correspond AutoSetOwner" - how can this be adapted to avoid requester of the ticket from becoming the owner if they first correspond to the ticket? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Thu Feb 18 09:26:52 2016 From: bparish at cognex.com (Parish, Brent) Date: Thu, 18 Feb 2016 14:26:52 +0000 Subject: [rt-users] rt SelfService In-Reply-To: <56c59b03.c3e01c0a.3236f.ffffa2ae@mx.google.com> References: <56c59b03.c3e01c0a.3236f.ffffa2ae@mx.google.com> Message-ID: Hi I'm not sure I understand correctly? You mentioned everyone in your group being responsible for each queue. That sounds like the people in your group are the "Admins" (RT calls people who work on tickets Admins). If this is true, Admins probably shouldn't be using the SelfService interface. SelfService pages are intended for Requestors (the people who want help and requested tickets) to check on their OWN tickets, not all the tickets in the queue(s). In the top navigation bar, choose Admin -> Queues -> Select Then click on a queue to configure it. On the Queue Configuration page, use "Group Rights" and/or "User Rights" to manage the permissions for that queue. I think for someone in your group to see all the tickets in that queue, you will need to select (at a minimum) "View Queue" (SeeQueue) and "View Ticket Summaries" (ShowTicket) rights. If you are just getting started with RT, please see the documentation online at https://www.bestpractical.com/docs/rt/4.2/ Also, the training sessions that Best Practical offers are a fantastic way to learn a great deal about the product! There are some very old (RT version 3?) videos on youtube that may be helpful https://www.youtube.com/results?search_query=request+tracker+ - Brent From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of wajdi Sent: Thursday, February 18, 2016 5:21 AM To: rt-users at lists.bestpractical.com Cc: rt-users-request at lists.bestpractical.com Subject: [rt-users] rt SelfService Hi, I have rt4.2.12 working fine in my society and I have my group. I want that every one of my group be responsible of ech queue so I want that every user see all the tickets of the queue under his responsibility when he logged in in the SelfService. Please help me -------------- next part -------------- An HTML attachment was scrubbed... URL: From Vinzenz.Sinapius at tracetronic.de Thu Feb 18 10:45:25 2016 From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz) Date: Thu, 18 Feb 2016 15:45:25 +0000 Subject: [rt-users] Infinite E-Mail-Loop MS Exchange vs RT Message-ID: Hi Everyone, Is this behaviour a bug in RT or misconfiguration? * Create a RT-User foo at example.com, foo at example.com doesn't exist in our Exchange-Server, * Create a Ticket with foo at example.com as Cc * Reply to this ticket * Exchange replies that foo at example.com doesn't exist * RT distributes this mail to all Ccs, etc. of the ticket, excluding foo at example.com -= (At this point we notice the User with the invalid e-mail-address and try to resolve this error) =- * Merge RT-User foo at example.com into the RT-User bar at example.com, ( bar at example.com exists in our Exchange-Server. ) * Reply to this ticket * Exchange replies that foo at example.com doesn't exist * RT distributes this mail to all Ccs, etc. of the ticket, including foo at example.com * Exchange replies that foo at example.com doesn't exist * Repeat ad infinitum We broke this loop by taking RT offline, deleting all errormails from the mailq and setting the EmailAddress-Attribute of foo at example.com to bar at example.com in the database. 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 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 ---------------------------------------------------------------------------------------- From vadud3 at gmail.com Thu Feb 18 11:43:51 2016 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 18 Feb 2016 11:43:51 -0500 Subject: [rt-users] rt 4.0.17 attachments corrupts with size over 200K In-Reply-To: References: Message-ID: On Tue, Feb 16, 2016 at 4:07 PM, Asif Iqbal wrote: > Here are the relevant config settings that should allow 10M attachment > size. > > So not sure what am I missing > > > Set($MaxAttachmentSize , 10000000); rt 4.0.17 config > Set($TruncateLongAttachments , 1); > Set($DropLongAttachments , 1); > > client_max_body_size 20M; nginx/1.4.2 config > > max_allowed_packet 16777216; mysql 5.5.47-0ubuntu0.12.04.1-log > > I tried with docs and pdf > > Any suggestion is appreciated.. > > > I have not found any suggestion in the internet yet. Still looking for a fix. > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Thu Feb 18 11:38:51 2016 From: g.mason at fairfx.com (saxmad) Date: Thu, 18 Feb 2016 09:38:51 -0700 (MST) Subject: [rt-users] Subject line getting munged with 3rd party ticketing system (HelpSpot) Message-ID: <1455813531600-61416.post@n7.nabble.com> Hi, We are trying to get our RT system working in conjunction with HelpSpot, the ticketing system one of our main suppliers has just implemented. There is a problem whereby one of the systems is deciding to change the subject line, causing a new ticket to be raised unnecessarily. The actions taken during the test are as follows: Query sent to HelpSpot from RT Subject Line: [support #646306] Test Reply from HelpSpot Subject Line: [support #646306] Test {13335} Received by RT as the following which appears to strip out the reference generated within the curly brackets Subject Line: [support #646306] Test Reply by RT to HelpSpot as the below then generates a new ticket within HelpSpot as it uses the reference number enclosed within curly brackets. Subject Line: [support #646306] Test {13336} I'd like to know which end is causing the subject line to be munged, losing the reference number in curly braces, and causing extra tickets to be created. I have to say that it looks like the RT end is causing this. Can someone tell me why this is happening, and possibly how to fix this. Thanks in advance. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Subject-line-getting-munged-with-3rd-party-ticketing-system-HelpSpot-tp61416.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From g.mason at fairfx.com Thu Feb 18 11:58:25 2016 From: g.mason at fairfx.com (saxmad) Date: Thu, 18 Feb 2016 09:58:25 -0700 (MST) Subject: [rt-users] Subject line getting munged with 3rd party ticketing system (HelpSpot) In-Reply-To: <1455813531600-61416.post@n7.nabble.com> References: <1455813531600-61416.post@n7.nabble.com> Message-ID: <1455814705612-61417.post@n7.nabble.com> As an added extra, we have tested this with a different supplier ticketing system that doesn't use the curly braces - "* 999999 *" - and RT is quite happy to keep this in the subject line. So it looks more and more like RT is losing the braces and text wihin. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Subject-line-getting-munged-with-3rd-party-ticketing-system-HelpSpot-tp61416p61417.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From brennanma at gmail.com Thu Feb 18 13:52:56 2016 From: brennanma at gmail.com (Matt Brennan) Date: Thu, 18 Feb 2016 13:52:56 -0500 Subject: [rt-users] MandatoryOnTransition & CustomFieldsOnUpdate Conflict Message-ID: Good Day, We have been using MandatoryOnTransition for some time now to require certain custom fields be populated when a ticket is resolved. One of the effects is that it adds those custom fields to the Resolve action screen. One of our teams recently asked us to add CustomFieldsOnUpdate which, of course, adds all custom fields to the update screen (note: for the queue in question the Resolve action has been set to update, not comment). The result, now, is that all custom fields are shown twice when they go to resolve a ticket in their queue. This causes issues with the update as two different fields have the same name. I can't seem to find any options that will correct this behavior. The easiest way would be to block MandatoryOnTransition from displaying the fields, but I don't see an option to do that. Any insight is appreciated. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From martinoc at uw.edu Thu Feb 18 13:52:17 2016 From: martinoc at uw.edu (Martin Criminale) Date: Thu, 18 Feb 2016 18:52:17 +0000 Subject: [rt-users] unrouteable email error Message-ID: We suddenly had our RT installation return this error when people send email to it: reason: 550 Unrouteable address To my knowledge nothing has changed recently and a reboot did not fix this. - the email forwarding is correct - the entries in /etc/alias are correct - the MySQL DB is not too full - the HDD is not too full - the email server is working, it's just not routing to RT correctly - this is happening for all of our queues We are running RT 3.6.5 and Exim for our mail server. The Exim config gets the queue addresses from the RT DB. Any advice on what I could check? Thanks, Martin From bradzynda42 at comcast.net Fri Feb 19 11:49:54 2016 From: bradzynda42 at comcast.net (Brad) Date: Fri, 19 Feb 2016 11:49:54 -0500 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login Message-ID: <56C747B2.70703@comcast.net> Hi All, Fresh Install of 4.4.0 on Cent7 latest Installed latests CPAN configured with mysql apache fastsgi tested and fixed all deps Installed with no errors both server and db Apache loads 80 and 443 with no errors tested stand alone server with no errors on 8080, see login, logged in and everything is there and running (dashboard, queues, etc.) stopped stand alone and started apache and see the /opt/rt4/sbin/rt-server.fcgi file in the browser. (literally the text of the file) Tried changing the scriptalias path to /opt/rt4/sbin/rt-server but that just gave a 500 error. Tried Selinux permissive with same results. I'm guessing a fastcgi problem or the wrong scriptalias path, any thoughts or direction? (As I am not seeing anything in the logs) Thanks, Brad From mzagrabe at d.umn.edu Fri Feb 19 11:59:45 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 19 Feb 2016 10:59:45 -0600 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login In-Reply-To: <56C747B2.70703@comcast.net> References: <56C747B2.70703@comcast.net> Message-ID: Hi Brad, On Fri, Feb 19, 2016 at 10:49 AM, Brad wrote: > Hi All, > > Fresh Install of 4.4.0 on Cent7 latest > > Installed latests CPAN > > configured with mysql apache fastsgi > > tested and fixed all deps > > Installed with no errors both server and db > > Apache loads 80 and 443 with no errors > > tested stand alone server with no errors on 8080, see login, logged in and > everything is there and running (dashboard, queues, etc.) > > stopped stand alone and started apache and see the > /opt/rt4/sbin/rt-server.fcgi file in the browser. (literally the text of the > file) Did you follow the install guide for configuring Apache for FastCGI? What does your Apache configs look like? > Tried changing the scriptalias path to /opt/rt4/sbin/rt-server but that just > gave a 500 error. What is in your Apache errors log? -m From bradzynda42 at comcast.net Fri Feb 19 12:18:22 2016 From: bradzynda42 at comcast.net (Brad) Date: Fri, 19 Feb 2016 12:18:22 -0500 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login In-Reply-To: References: <56C747B2.70703@comcast.net> Message-ID: <56C74E5E.2040000@comcast.net> Hi Matt, I did follow a guide not sure if it was the most recent or the one required by RT though, used apache.org I think. Here is the siteconf, the httpd.conf and ssl.conf are base (not edited, except for servername and cipher suite) ServerName LoadModule fcgid_module modules/mod_fcgid.so SSLCertificateFile /etc/pki/tls/certs/ca.crt SSLCertificateKeyFile /etc/pki/tls/private/ca.key AddDefaultCharset UTF-8 ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi DocumentRoot "/opt/rt4/share/html" Require all granted Options +ExecCGI AddHandler fastcgi-script fcgi ProxyRequests Off I dont see anything in the RT logs or httpd logs (other than access requests) no errors warning or any other info pointing to a problem. All are currently running in debug. Thanks, Brad On 02/19/2016 11:59 AM, Matt Zagrabelny wrote: > Hi Brad, > > On Fri, Feb 19, 2016 at 10:49 AM, Brad wrote: >> Hi All, >> >> Fresh Install of 4.4.0 on Cent7 latest >> >> Installed latests CPAN >> >> configured with mysql apache fastsgi >> >> tested and fixed all deps >> >> Installed with no errors both server and db >> >> Apache loads 80 and 443 with no errors >> >> tested stand alone server with no errors on 8080, see login, logged in and >> everything is there and running (dashboard, queues, etc.) >> >> stopped stand alone and started apache and see the >> /opt/rt4/sbin/rt-server.fcgi file in the browser. (literally the text of the >> file) > Did you follow the install guide for configuring Apache for FastCGI? > > What does your Apache configs look like? > >> Tried changing the scriptalias path to /opt/rt4/sbin/rt-server but that just >> gave a 500 error. > What is in your Apache errors log? > > -m > From mzagrabe at d.umn.edu Fri Feb 19 12:23:59 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 19 Feb 2016 11:23:59 -0600 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login In-Reply-To: <56C74E5E.2040000@comcast.net> References: <56C747B2.70703@comcast.net> <56C74E5E.2040000@comcast.net> Message-ID: On Fri, Feb 19, 2016 at 11:18 AM, Brad wrote: > Hi Matt, > > I did follow a guide not sure if it was the most recent or the one required > by RT though, used apache.org I think. https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fastcgi > Here is the siteconf, the httpd.conf and ssl.conf are base (not edited, > except for servername and cipher suite) The docs have a line like: FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 > > ServerName > > LoadModule fcgid_module modules/mod_fcgid.so > > SSLCertificateFile /etc/pki/tls/certs/ca.crt > SSLCertificateKeyFile /etc/pki/tls/private/ca.key > > AddDefaultCharset UTF-8 > > ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi The docs have a trailing slash on rt-server.fcgi. Not sure if that matters. -m From bradzynda42 at comcast.net Fri Feb 19 12:49:13 2016 From: bradzynda42 at comcast.net (Brad) Date: Fri, 19 Feb 2016 12:49:13 -0500 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login In-Reply-To: References: <56C747B2.70703@comcast.net> <56C74E5E.2040000@comcast.net> Message-ID: <56C75599.9070200@comcast.net> Hi Matt, yum install mod_fcgid Loaded plugins: fastestmirror, rhnplugin This system is receiving updates from RHN Classic or Red Hat Satellite. Loading mirror speeds from cached hostfile Package mod_fcgid-2.3.9-4.el7.x86_64 already installed and latest version Nothing to do added to siteconf: FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 restarted httpd and it errors: Invalid command 'FastCgiServer', perhaps misspelled or defined by a module not included in the server configuration Now I dont see any reference for where yum puts this but a locate pulls: /usr/lib/tmpfiles.d/mod_fcgid.conf /usr/lib64/httpd/modules/mod_fcgid.so /usr/share/doc/mod_fcgid-2.3.9 /usr/share/doc/mod_fcgid-2.3.9/CHANGES-FCGID /usr/share/doc/mod_fcgid-2.3.9/ChangeLog /usr/share/doc/mod_fcgid-2.3.9/LICENSE-FCGID /usr/share/doc/mod_fcgid-2.3.9/NOTICE-FCGID /usr/share/doc/mod_fcgid-2.3.9/README-FCGID /usr/share/doc/mod_fcgid-2.3.9/STATUS-FCGID /usr/share/doc/mod_fcgid-2.3.9/fixconf.sed /usr/share/doc/mod_fcgid-2.3.9/mod_fcgid.html.en I do see some directions fromwww.fastcgi.com/mod_fastcgi/INSTALL for a binary build but nothing in reference to a package install but this does look correct, doesn't it? /usr/lib64/httpd/modules/mod_fcgid.so and the new httpd grabs these on start...? Thanks, Brad On 02/19/2016 12:23 PM, Matt Zagrabelny wrote: > On Fri, Feb 19, 2016 at 11:18 AM, Brad wrote: >> Hi Matt, >> >> I did follow a guide not sure if it was the most recent or the one required >> by RT though, used apache.org I think. > https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fastcgi > >> Here is the siteconf, the httpd.conf and ssl.conf are base (not edited, >> except for servername and cipher suite) > The docs have a line like: > > FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 > >> >> ServerName >> >> LoadModule fcgid_module modules/mod_fcgid.so >> >> SSLCertificateFile /etc/pki/tls/certs/ca.crt >> SSLCertificateKeyFile /etc/pki/tls/private/ca.key >> >> AddDefaultCharset UTF-8 >> >> ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi > The docs have a trailing slash on rt-server.fcgi. Not sure if that matters. > > -m > From mcalado at tbstaxservices.com Fri Feb 19 12:50:00 2016 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Fri, 19 Feb 2016 12:50:00 -0500 Subject: [rt-users] Error by attaching .PDF + fetchmail: MDA returned nonzero status 75 Message-ID: <006001d16b3d$f481f630$dd85e290$@tbstaxservices.com> Hi There! My RT 4.12 + Centos works fine and my fetchmail as well. But sometimes, just for some PDF attachments I got an error " HTTP request failed: 500 Internal Server Error. Your webserver logs may have more information or there may be a network problem " by WEB UI or " fetchmail: MDA returned nonzero status 75 " by fetchmail. It's happened no matter what the file size is. I've checked some points: Package mod_perl-2.0.4-11.el6_5.x86_64 already installed and latest version There are no error on my logs, except on my fetchmail log file when I tried to get the e-mail trough MDA, but it's happened just for some PDF files. I still have not identify which type of file format it is. I've following this: http://requesttracker.wikia.com/wiki/TroubleShooting#Syslog_error_.27MDA_ret urned_nonzero_status_75.27_when_using_fetchmail.2C_procmail_or_similar I've following this link: http://www.modssl.org/docs/2.8/ssl_faq.html#ToC49 In some forums, someone has indicated this: /etc/request-tracker3.6/apache2-modperl2.conf At the bottom it says: # Limit mail gateway access to localhost by default Order Allow,Deny Allow from 127.0.0.1 But.... I do not have this file! My httpd.conf: ErrorLog logs/ssl_error_log TransferLog logs/ssl_access_log LogLevel warn SSLEngine on SSLProtocol ALL -SSLv2 -SSLv3 SSLCipherSuite EECDH+AESGCM:EECDH+AES256:EECDH+AES128:EECDH+3DES:EDH+AES:RSA+AESGCM:RSA+AES :RSA+3DES:!ECDSA:!NULL:!MD5:!DSS SSLCertificateFile /etc/pki/tls/certs/ca.crt #SSLCertificateFile /etc/httpd/ssl/apache.crt SSLCertificateKeyFile /etc/pki/tls/private/ca.key #SSLCertificateKeyFile /etc/httpd/ssl/apache.key #SSLCertificateChainFile /etc/pki/tls/certs/server-chain.crt #SSLVerifyClient require SSLOptions +StdEnvVars SSLOptions +StdEnvVars SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 CustomLog logs/ssl_request_log \ "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" # Request Tracker ServerName myserver.com: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/ Order allow,deny Allow from all SSLOptions +StdEnvVars On my /etc/httpd/conf.d/ssl.conf: SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 SSLProtocol ALL -SSLv2 -SSLv3 SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP What could we be missing? Thanks so much in advance for helping us to resolve the setup. Marcelo Calado. -------------- next part -------------- A non-text attachment was scrubbed... Name: perlsstatus.PNG Type: image/png Size: 28069 bytes Desc: not available URL: From piotr.szymborski at comarch.pl Fri Feb 19 13:25:37 2016 From: piotr.szymborski at comarch.pl (Piotr Szymborski) Date: Fri, 19 Feb 2016 19:25:37 +0100 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login In-Reply-To: <56C75599.9070200@comcast.net> References: <56C747B2.70703@comcast.net> <56C74E5E.2040000@comcast.net> <56C75599.9070200@comcast.net> Message-ID: <56C75E21.8000503@comarch.pl> Hi Brad, for starters mod_fastcgi is not the same as mod_fcgid, you need to configure it differently. Look on https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fcgid vs https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fastcgi Just ctrl+c,ctrl+v that code to your apache config, modify directory to rt if it differs and it should work using mod_fcgid. Best regards, Piotr Szymborski On 2016-02-19 18:49, Brad wrote: > Hi Matt, > > yum install mod_fcgid > Loaded plugins: fastestmirror, rhnplugin > This system is receiving updates from RHN Classic or Red Hat Satellite. > Loading mirror speeds from cached hostfile > Package mod_fcgid-2.3.9-4.el7.x86_64 already installed and latest version > Nothing to do > > > added to siteconf: > > FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 > > > restarted httpd and it errors: > > > Invalid command 'FastCgiServer', perhaps misspelled or defined by a > module not included in the server configuration > > > > Now I dont see any reference for where yum puts this but a locate pulls: > /usr/lib/tmpfiles.d/mod_fcgid.conf > /usr/lib64/httpd/modules/mod_fcgid.so > /usr/share/doc/mod_fcgid-2.3.9 > /usr/share/doc/mod_fcgid-2.3.9/CHANGES-FCGID > /usr/share/doc/mod_fcgid-2.3.9/ChangeLog > /usr/share/doc/mod_fcgid-2.3.9/LICENSE-FCGID > /usr/share/doc/mod_fcgid-2.3.9/NOTICE-FCGID > /usr/share/doc/mod_fcgid-2.3.9/README-FCGID > /usr/share/doc/mod_fcgid-2.3.9/STATUS-FCGID > /usr/share/doc/mod_fcgid-2.3.9/fixconf.sed > /usr/share/doc/mod_fcgid-2.3.9/mod_fcgid.html.en > > > I do see some directions fromwww.fastcgi.com/mod_fastcgi/INSTALL for a > binary build but nothing in reference to a package install but this does > look correct, doesn't it? > > /usr/lib64/httpd/modules/mod_fcgid.so > > and the new httpd grabs these on start...? > > > > Thanks, > Brad > > > > On 02/19/2016 12:23 PM, Matt Zagrabelny wrote: >> On Fri, Feb 19, 2016 at 11:18 AM, Brad wrote: >>> Hi Matt, >>> >>> I did follow a guide not sure if it was the most recent or the one >>> required >>> by RT though, used apache.org I think. >> https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fastcgi >> >> >>> Here is the siteconf, the httpd.conf and ssl.conf are base (not edited, >>> except for servername and cipher suite) >> The docs have a line like: >> >> FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout >> 300 >> >>> >>> ServerName >>> >>> LoadModule fcgid_module modules/mod_fcgid.so >>> >>> SSLCertificateFile /etc/pki/tls/certs/ca.crt >>> SSLCertificateKeyFile /etc/pki/tls/private/ca.key >>> >>> AddDefaultCharset UTF-8 >>> >>> ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi >> The docs have a trailing slash on rt-server.fcgi. Not sure if that >> matters. >> >> -m >> > > --------- > RT 4.4 and RTIR Training Sessions > (http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 > From bradzynda42 at comcast.net Fri Feb 19 13:47:29 2016 From: bradzynda42 at comcast.net (Brad) Date: Fri, 19 Feb 2016 13:47:29 -0500 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login In-Reply-To: <56C75E21.8000503@comarch.pl> References: <56C747B2.70703@comcast.net> <56C74E5E.2040000@comcast.net> <56C75599.9070200@comcast.net> <56C75E21.8000503@comarch.pl> Message-ID: <56C76341.30306@comcast.net> Hi Piotr, Ahhh did a yum search for fastcgi and thats what was available, didnt even look that closely at the mod name. Thanks, Brad On 02/19/2016 01:25 PM, Piotr Szymborski wrote: > Hi Brad, > > for starters mod_fastcgi is not the same as mod_fcgid, you need to > configure it differently. > Look on > https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fcgid vs > https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fastcgi > Just ctrl+c,ctrl+v that code to your apache config, modify directory > to rt if it differs and it should work using mod_fcgid. > > Best regards, > Piotr Szymborski > > On 2016-02-19 18:49, Brad wrote: >> Hi Matt, >> >> yum install mod_fcgid >> Loaded plugins: fastestmirror, rhnplugin >> This system is receiving updates from RHN Classic or Red Hat Satellite. >> Loading mirror speeds from cached hostfile >> Package mod_fcgid-2.3.9-4.el7.x86_64 already installed and latest >> version >> Nothing to do >> >> >> added to siteconf: >> >> FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout >> 300 >> >> >> restarted httpd and it errors: >> >> >> Invalid command 'FastCgiServer', perhaps misspelled or defined by a >> module not included in the server configuration >> >> >> >> Now I dont see any reference for where yum puts this but a locate pulls: >> /usr/lib/tmpfiles.d/mod_fcgid.conf >> /usr/lib64/httpd/modules/mod_fcgid.so >> /usr/share/doc/mod_fcgid-2.3.9 >> /usr/share/doc/mod_fcgid-2.3.9/CHANGES-FCGID >> /usr/share/doc/mod_fcgid-2.3.9/ChangeLog >> /usr/share/doc/mod_fcgid-2.3.9/LICENSE-FCGID >> /usr/share/doc/mod_fcgid-2.3.9/NOTICE-FCGID >> /usr/share/doc/mod_fcgid-2.3.9/README-FCGID >> /usr/share/doc/mod_fcgid-2.3.9/STATUS-FCGID >> /usr/share/doc/mod_fcgid-2.3.9/fixconf.sed >> /usr/share/doc/mod_fcgid-2.3.9/mod_fcgid.html.en >> >> >> I do see some directions fromwww.fastcgi.com/mod_fastcgi/INSTALL for a >> binary build but nothing in reference to a package install but this does >> look correct, doesn't it? >> >> /usr/lib64/httpd/modules/mod_fcgid.so >> >> and the new httpd grabs these on start...? >> >> >> >> Thanks, >> Brad >> >> >> >> On 02/19/2016 12:23 PM, Matt Zagrabelny wrote: >>> On Fri, Feb 19, 2016 at 11:18 AM, Brad wrote: >>>> Hi Matt, >>>> >>>> I did follow a guide not sure if it was the most recent or the one >>>> required >>>> by RT though, used apache.org I think. >>> https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fastcgi >>> >>> >>>> Here is the siteconf, the httpd.conf and ssl.conf are base (not >>>> edited, >>>> except for servername and cipher suite) >>> The docs have a line like: >>> >>> FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 >>> -idle-timeout 300 >>> >>>> >>>> ServerName >>>> >>>> LoadModule fcgid_module modules/mod_fcgid.so >>>> >>>> SSLCertificateFile /etc/pki/tls/certs/ca.crt >>>> SSLCertificateKeyFile /etc/pki/tls/private/ca.key >>>> >>>> AddDefaultCharset UTF-8 >>>> >>>> ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi >>> The docs have a trailing slash on rt-server.fcgi. Not sure if that >>> matters. >>> >>> -m >>> >> >> --------- >> RT 4.4 and RTIR Training Sessions >> (http://bestpractical.com/services/training.html) >> * Hamburg Germany - March 14 & 15, 2016 >> * Washington DC - May 23 & 24, 2016 >> > > From mcalado at tbstaxservices.com Fri Feb 19 17:28:11 2016 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Fri, 19 Feb 2016 17:28:11 -0500 Subject: [rt-users] Error by attaching .PDF + fetchmail: MDA returned nonzero status 75 In-Reply-To: <006001d16b3d$f481f630$dd85e290$@tbstaxservices.com> References: <006001d16b3d$f481f630$dd85e290$@tbstaxservices.com> Message-ID: <007f01d16b64$d1815230$7483f690$@tbstaxservices.com> Hello Everyone! I'm again...:) The question is....there is no left space on /tmp! [warn] [client my_ip] (28)No space left on device: mod_fcgid: can't write tmp file for stdin request, referer The RT use /tmp to record something? Is there a way to change that? Thank you. -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marcelo Calado | TBS TAX Services Sent: Friday, February 19, 2016 12:50 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Error by attaching .PDF + fetchmail: MDA returned nonzero status 75 Hi There! My RT 4.12 + Centos works fine and my fetchmail as well. But sometimes, just for some PDF attachments I got an error " HTTP request failed: 500 Internal Server Error. Your webserver logs may have more information or there may be a network problem " by WEB UI or " fetchmail: MDA returned nonzero status 75 " by fetchmail. It's happened no matter what the file size is. I've checked some points: Package mod_perl-2.0.4-11.el6_5.x86_64 already installed and latest version There are no error on my logs, except on my fetchmail log file when I tried to get the e-mail trough MDA, but it's happened just for some PDF files. I still have not identify which type of file format it is. I've following this: http://requesttracker.wikia.com/wiki/TroubleShooting#Syslog_error_.27MDA_ret urned_nonzero_status_75.27_when_using_fetchmail.2C_procmail_or_similar I've following this link: http://www.modssl.org/docs/2.8/ssl_faq.html#ToC49 In some forums, someone has indicated this: /etc/request-tracker3.6/apache2-modperl2.conf At the bottom it says: # Limit mail gateway access to localhost by default Order Allow,Deny Allow from 127.0.0.1 But.... I do not have this file! My httpd.conf: ErrorLog logs/ssl_error_log TransferLog logs/ssl_access_log LogLevel warn SSLEngine on SSLProtocol ALL -SSLv2 -SSLv3 SSLCipherSuite EECDH+AESGCM:EECDH+AES256:EECDH+AES128:EECDH+3DES:EDH+AES:RSA+AESGCM:RSA EECDH++AES :RSA+3DES:!ECDSA:!NULL:!MD5:!DSS SSLCertificateFile /etc/pki/tls/certs/ca.crt #SSLCertificateFile /etc/httpd/ssl/apache.crt SSLCertificateKeyFile /etc/pki/tls/private/ca.key #SSLCertificateKeyFile /etc/httpd/ssl/apache.key #SSLCertificateChainFile /etc/pki/tls/certs/server-chain.crt #SSLVerifyClient require SSLOptions +StdEnvVars SSLOptions +StdEnvVars SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 CustomLog logs/ssl_request_log \ "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" # Request Tracker ServerName myserver.com: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/ Order allow,deny Allow from all SSLOptions +StdEnvVars On my /etc/httpd/conf.d/ssl.conf: SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 SSLProtocol ALL -SSLv2 -SSLv3 SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP What could we be missing? Thanks so much in advance for helping us to resolve the setup. Marcelo Calado. From jpeltier at sfu.ca Sat Feb 20 15:45:07 2016 From: jpeltier at sfu.ca (James A. Peltier) Date: Sat, 20 Feb 2016 12:45:07 -0800 (PST) Subject: [rt-users] Automating the creation of full-text indexing In-Reply-To: <1286471871.2975018.1456000191404.JavaMail.zimbra@sfu.ca> References: <1286471871.2975018.1456000191404.JavaMail.zimbra@sfu.ca> Message-ID: <1261971839.2980540.1456001107167.JavaMail.zimbra@sfu.ca> Sorry, please disregard this. After reading the source for rt-setup-fulltext-index I found that the following options existed which is everything I need to do what I need. Sorry for the noise. On a side note, wouldn't it be beneficial that this be part of the standard help? --table= --column= --index-type= ----- Original Message ----- | Hello All, | | I'm trying to determine if there is a way of automating the creation of | full-text indexes on an RT 4.4 instance. The rt-setup-fulltext-index does | not seem to have a --defaults mode to just accept the defaults which is what | I want, however, it does output the SQL statements that are used to generate | the indexes themselves. Is it relatively safe to assume that I can somehow | run these statements against RT without using rt-setup-fulltext-index? -- James A. Peltier IT Services - Research Computing Group Simon Fraser University - Burnaby Campus Phone : 604-365-6432 Fax : 778-782-3045 E-Mail : jpeltier at sfu.ca Website : http://www.sfu.ca/itservices Twitter : @sfu_rcg Powering Engagement Through Technology From jpeltier at sfu.ca Sat Feb 20 15:29:51 2016 From: jpeltier at sfu.ca (James A. Peltier) Date: Sat, 20 Feb 2016 12:29:51 -0800 (PST) Subject: [rt-users] Automating the creation of full-text indexing In-Reply-To: <1425258439.2973420.1455999910189.JavaMail.zimbra@sfu.ca> Message-ID: <1286471871.2975018.1456000191404.JavaMail.zimbra@sfu.ca> Hello All, I'm trying to determine if there is a way of automating the creation of full-text indexes on an RT 4.4 instance. The rt-setup-fulltext-index does not seem to have a --defaults mode to just accept the defaults which is what I want, however, it does output the SQL statements that are used to generate the indexes themselves. Is it relatively safe to assume that I can somehow run these statements against RT without using rt-setup-fulltext-index? -- James A. Peltier IT Services - Research Computing Group Simon Fraser University - Burnaby Campus Phone : 604-365-6432 Fax : 778-782-3045 E-Mail : jpeltier at sfu.ca Website : http://www.sfu.ca/itservices Twitter : @sfu_rcg Powering Engagement Through Technology From bradzynda42 at comcast.net Sun Feb 21 12:20:28 2016 From: bradzynda42 at comcast.net (Brad) Date: Sun, 21 Feb 2016 12:20:28 -0500 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login In-Reply-To: <56C76341.30306@comcast.net> References: <56C747B2.70703@comcast.net> <56C74E5E.2040000@comcast.net> <56C75599.9070200@comcast.net> <56C75E21.8000503@comarch.pl> <56C76341.30306@comcast.net> Message-ID: <56C9F1DC.2010000@comcast.net> Hi All, Set it up as Piotr pointed out but now getting an Internal error: [Sun Feb 21 16:51:48.198523 2016] [mpm_prefork:notice] [pid 32464] AH00163: Apache/2.4.6 (CentOS) OpenSSL/1.0.1e-fips mod_fcgid/2.3.9 PHP/5.4.16 mod_perl/2.0.9dev Perl/v5.16.3 configured -- resuming normal operations Can't locate UNIVERSAL/require.pm in @INC (@INC contains: /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.pm line 60. BEGIN failed--compilation aborted at/opt/rt4/sbin/../lib/RT.pm line 60. Compilation failed in require at /opt/rt4/sbin/rt-server.fcgi line 86. From browser: 500 Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator at 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. Then I see the at the bottom of the logs: mod_fcgid: error reading data from FastCGI server core:error End of script output before headers: rt-server.fcgi At this point do I need to re-install with a different configure --with-web-handler=fcgid instead of --with-web-handler=fastcgi ? Thanks, Brad On 02/19/2016 01:47 PM, Brad wrote: > Hi Piotr, > > Ahhh > > did a yum search for fastcgi and thats what was available, didnt even > look that closely at the mod name. > > Thanks, > Brad > > On 02/19/2016 01:25 PM, Piotr Szymborski wrote: >> Hi Brad, >> >> for starters mod_fastcgi is not the same as mod_fcgid, you need to >> configure it differently. >> Look on >> https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fcgid >> vs >> https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fastcgi >> Just ctrl+c,ctrl+v that code to your apache config, modify directory >> to rt if it differs and it should work using mod_fcgid. >> >> Best regards, >> Piotr Szymborski >> >> On 2016-02-19 18:49, Brad wrote: >>> Hi Matt, >>> >>> yum install mod_fcgid >>> Loaded plugins: fastestmirror, rhnplugin >>> This system is receiving updates from RHN Classic or Red Hat Satellite. >>> Loading mirror speeds from cached hostfile >>> Package mod_fcgid-2.3.9-4.el7.x86_64 already installed and latest >>> version >>> Nothing to do >>> >>> >>> added to siteconf: >>> >>> FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 >>> -idle-timeout 300 >>> >>> >>> restarted httpd and it errors: >>> >>> >>> Invalid command 'FastCgiServer', perhaps misspelled or defined by a >>> module not included in the server configuration >>> >>> >>> >>> Now I dont see any reference for where yum puts this but a locate >>> pulls: >>> /usr/lib/tmpfiles.d/mod_fcgid.conf >>> /usr/lib64/httpd/modules/mod_fcgid.so >>> /usr/share/doc/mod_fcgid-2.3.9 >>> /usr/share/doc/mod_fcgid-2.3.9/CHANGES-FCGID >>> /usr/share/doc/mod_fcgid-2.3.9/ChangeLog >>> /usr/share/doc/mod_fcgid-2.3.9/LICENSE-FCGID >>> /usr/share/doc/mod_fcgid-2.3.9/NOTICE-FCGID >>> /usr/share/doc/mod_fcgid-2.3.9/README-FCGID >>> /usr/share/doc/mod_fcgid-2.3.9/STATUS-FCGID >>> /usr/share/doc/mod_fcgid-2.3.9/fixconf.sed >>> /usr/share/doc/mod_fcgid-2.3.9/mod_fcgid.html.en >>> >>> >>> I do see some directions fromwww.fastcgi.com/mod_fastcgi/INSTALL for a >>> binary build but nothing in reference to a package install but this >>> does >>> look correct, doesn't it? >>> >>> /usr/lib64/httpd/modules/mod_fcgid.so >>> >>> and the new httpd grabs these on start...? >>> >>> >>> >>> Thanks, >>> Brad >>> >>> >>> >>> On 02/19/2016 12:23 PM, Matt Zagrabelny wrote: >>>> On Fri, Feb 19, 2016 at 11:18 AM, Brad >>>> wrote: >>>>> Hi Matt, >>>>> >>>>> I did follow a guide not sure if it was the most recent or the one >>>>> required >>>>> by RT though, used apache.org I think. >>>> https://www.bestpractical.com/docs/rt/4.4/web_deployment.html#mod_fastcgi >>>> >>>> >>>>> Here is the siteconf, the httpd.conf and ssl.conf are base (not >>>>> edited, >>>>> except for servername and cipher suite) >>>> The docs have a line like: >>>> >>>> FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 >>>> -idle-timeout 300 >>>> >>>>> >>>>> ServerName >>>>> >>>>> LoadModule fcgid_module modules/mod_fcgid.so >>>>> >>>>> SSLCertificateFile /etc/pki/tls/certs/ca.crt >>>>> SSLCertificateKeyFile /etc/pki/tls/private/ca.key >>>>> >>>>> AddDefaultCharset UTF-8 >>>>> >>>>> ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi >>>> The docs have a trailing slash on rt-server.fcgi. Not sure if that >>>> matters. >>>> >>>> -m >>>> >>> >>> --------- >>> RT 4.4 and RTIR Training Sessions >>> (http://bestpractical.com/services/training.html) >>> * Hamburg Germany - March 14 & 15, 2016 >>> * Washington DC - May 23 & 24, 2016 >>> >> >> > > --------- > RT 4.4 and RTIR Training Sessions > (http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Sun Feb 21 13:59:58 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Sun, 21 Feb 2016 12:59:58 -0600 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login In-Reply-To: <56C9F1DC.2010000@comcast.net> References: <56C747B2.70703@comcast.net> <56C74E5E.2040000@comcast.net> <56C75599.9070200@comcast.net> <56C75E21.8000503@comarch.pl> <56C76341.30306@comcast.net> <56C9F1DC.2010000@comcast.net> Message-ID: On Sun, Feb 21, 2016 at 11:20 AM, Brad wrote: > Hi All, > > Set it up as Piotr pointed out but now getting an Internal error: > > [Sun Feb 21 16:51:48.198523 2016] [mpm_prefork:notice] [pid 32464] > AH00163: Apache/2.4.6 (CentOS) OpenSSL/1.0.1e-fips mod_fcgid/2.3.9 > PHP/5.4.16 mod_perl/2.0.9dev Perl/v5.16.3 configured -- resuming normal > operations > > > Can't locate UNIVERSAL/require.pm in @INC (@INC contains: > /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.pm line 60. > BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT.pm line 60. > Compilation failed in require at /opt/rt4/sbin/rt-server.fcgi line 86. > > > From browser: > 500 Internal Server Error > > The server encountered an internal error or misconfiguration and was > unable to complete your request. > > Please contact the server administrator at 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. > > Then I see the at the bottom of the logs: > > mod_fcgid: error reading data from FastCGI server > > core:error End of script output before headers: rt-server.fcgi > > > At this point do I need to re-install with a different configure > --with-web-handler=fcgid instead of --with-web-handler=fastcgi ? If you use with fcgid then use the right configs for that handler. If you use fastcgi, then use the right configs for that handler. https://www.bestpractical.com/docs/rt/4.4.0/web_deployment.html -m From bradzynda42 at comcast.net Mon Feb 22 08:46:26 2016 From: bradzynda42 at comcast.net (Brad) Date: Mon, 22 Feb 2016 08:46:26 -0500 Subject: [rt-users] RT 4.4.0 Apache loads text of rt-server fcgi rather than login In-Reply-To: References: <56C747B2.70703@comcast.net> <56C74E5E.2040000@comcast.net> <56C75599.9070200@comcast.net> <56C75E21.8000503@comarch.pl> <56C76341.30306@comcast.net> <56C9F1DC.2010000@comcast.net> Message-ID: <56CB1132.4020602@comcast.net> Hi Matt, For configuring fcgid I do not see a configure web-handler choice for fcgid in configure --help. It has fastcgi (default) modperl1 modperl2 and standalone. What is the correct configure to use with fcgid? Currently I am using fastcgi which has produced the below errors. Thanks, Brad On 02/21/2016 01:59 PM, Matt Zagrabelny wrote: > On Sun, Feb 21, 2016 at 11:20 AM, Brad wrote: >> Hi All, >> >> Set it up as Piotr pointed out but now getting an Internal error: >> >> [Sun Feb 21 16:51:48.198523 2016] [mpm_prefork:notice] [pid 32464] >> AH00163: Apache/2.4.6 (CentOS) OpenSSL/1.0.1e-fips mod_fcgid/2.3.9 >> PHP/5.4.16 mod_perl/2.0.9dev Perl/v5.16.3 configured -- resuming normal >> operations >> >> >> Can't locate UNIVERSAL/require.pm in @INC (@INC contains: >> /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.pm line 60. >> BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT.pm line 60. >> Compilation failed in require at /opt/rt4/sbin/rt-server.fcgi line 86. >> >> >> From browser: >> 500 Internal Server Error >> >> The server encountered an internal error or misconfiguration and was >> unable to complete your request. >> >> Please contact the server administrator at 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. >> >> Then I see the at the bottom of the logs: >> >> mod_fcgid: error reading data from FastCGI server >> >> core:error End of script output before headers: rt-server.fcgi >> >> >> At this point do I need to re-install with a different configure >> --with-web-handler=fcgid instead of --with-web-handler=fastcgi ? > If you use with fcgid then use the right configs for that handler. If > you use fastcgi, then use the right configs for that handler. > > https://www.bestpractical.com/docs/rt/4.4.0/web_deployment.html > > -m > From branimir.radovic at gmail.com Mon Feb 22 08:36:34 2016 From: branimir.radovic at gmail.com (awd) Date: Mon, 22 Feb 2016 06:36:34 -0700 (MST) Subject: [rt-users] Hardware recommendation Message-ID: <1456148194855-61434.post@n7.nabble.com> Hi, I need recommendation for hardware for RT server. We have problem with current case management solution (web based on local server) and thinking of moving to RT. Sinc June 2012 until today we made 93.500 cases (2012 16K+, 2013 23K+, 2014 24K+, 2015 29K+) with some attached documents (pdf, jpeg, mail, xls...). We have 11 people in call center who work on cases (email and phones) with help of 3-4 people during holiday season when is high amount of new cases. Currently we use mail seperate from case managment application but we would like to integrate inside RT because we receive lot of cases by email. So, I need some recommendation for for this size of load for RT. Also we have tendency to grow. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Hardware-recommendation-tp61434.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lolo at troll.free.org Mon Feb 22 10:37:20 2016 From: lolo at troll.free.org (Laurent Frigault) Date: Mon, 22 Feb 2016 16:37:20 +0100 Subject: [rt-users] Migrating RT 3.6.5 to RT 4.2.12 In-Reply-To: <56C2FD8E.8050501@netcologne.de> References: <20160215170859.GA22721@troll.free.org> <56C2FD8E.8050501@netcologne.de> Message-ID: <20160222153720.GA98861@troll.free.org> On Tue, Feb 16, 2016 at 11:44:30AM +0100, Christian Loos wrote: > I think the reason for your problems are your wrong upgrade steps. > You missed to read this: > > https://www.bestpractical.com/docs/rt/4.2/UPGRADING.mysql.html > > You have to upgrade to 3.7.87, then run the queries from > upgrade-mysql-schema.pl, and then upgrade to 4.2.12. Ok, I missed this point. I retry with the following steps, but this does not fix this issue: a/ mysqladmin create rt4 b/ mysql --default-character-set=binary rt4 < /var/tmp/rt3-hex-bin.sql c/ /usr/local/sbin/rt-setup-database --action upgrade --datadir /usr/local/share/doc/rt42/upgrade --upgrade-from 3.6.5 --upgrade-to 3.7.87 |& tee /tmp/upgrade1.trace => no error or warning d/ perl /usr/local/share/doc/rt42/upgrade/upgrade-mysql-schema.pl rt4 > /var/tmp/queries.sql mysql rt4 < /var/tmp/queries.sql e/ /usr/local/sbin/rt-setup-database --action upgrade --datadir /usr/local/share/doc/rt42/upgrade --upgrade-from 3.7.87 |& tee /tmp/upgrade2.trace On this step I got many warnings and errors that I don't understand . f/ perl /usr/local/share/doc/rt42/upgrade/upgrade-articles g/ perl /usr/local/share/doc/rt42/upgrade/vulnerable-passwords --fix And at the end, the rt root account still has lost its admin privileges. An other weird thing is that during the "Processing 3.8.0" and before "Processing 3.8.1" there are warnings and errors from upgrade/3.9.1/... and upgrade/4.1.5/... directories. How can I fix this issue and what did I do wrong this time ? Warnings/Errors from step e/ : Proceed [y/N]:Processing 3.8.0 [25052] [Mon Feb 22 15:10:46 2016] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (/usr/local/share/doc/rt42/upgrade/3.8.2/content:16) [25052] [Mon Feb 22 15:10:46 2016] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-8ME7' file. (/usr/local/share/doc/rt42/upgrade/3.8.2/content:191) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 30: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 29: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 32: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 31: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 9: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 8: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 6: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 30: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 29: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 32: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 31: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 9: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 8: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Couldn't validate right name 'ExecuteCode' for object of RT::System class (/usr/local/lib/perl5/site_perl/RT/ACE.pm:254) [25052] [Mon Feb 22 15:10:46 2016] [warning]: Unable to grant ExecuteCode on principal 6: Invalid right (/usr/local/share/doc/rt42/upgrade/3.9.1/content:63) [25052] [Mon Feb 22 15:10:50 2016] [error]: We found RTFM tables in your database. Checking for content. (/usr/local/share/doc/rt42/upgrade/3.9.8/content:17) [25052] [Mon Feb 22 15:10:50 2016] [error]: You appear to have RTFM Articles. You can upgrade using the /opt/rt4/etc/upgrade/upgrade-articles script. Read more about it in docs/UPGRADING-4.0 (/usr/local/share/doc/rt42/upgrade/3.9.8/content:22) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminAllPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'AdminOwnPersonalGroups' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456)[25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:50 2016] [error]: Invalid right. Couldn't canonicalize right 'DelegateRights' (/usr/local/lib/perl5/site_perl/RT/ACE.pm:456) [25052] [Mon Feb 22 15:10:52 2016] [error]: Scrip #2 has template set to #3, but it's not in DB, setting it 'Blank' (/usr/local/share/doc/rt42/upgrade/4.1.5/content:22) [25052] [Mon Feb 22 15:10:52 2016] [error]: Scrip #4 has template set to #3, but it's not in DB, setting it 'Blank' (/usr/local/share/doc/rt42/upgrade/4.1.5/content:22) [25052] [Mon Feb 22 15:10:55 2016] [info]: Going to delete all SMIMEKeyNotAfter attributes (/usr/local/share/doc/rt42/upgrade/4.1.22/content:61) Now inserting data. Processing 3.8.1 Now inserting data. Processing 3.8.2 Now inserting data. ... no more warning/error after. Regards, -- Laurent Frigault | Free.org From kcreasy at aph.org Tue Feb 23 09:27:41 2016 From: kcreasy at aph.org (Keith Creasy) Date: Tue, 23 Feb 2016 14:27:41 +0000 Subject: [rt-users] Custom action triggered on adding time worked Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B7405C036D@WINSRVEX10.aph.org> Hello everyone. My thanks again to everyone that responded to my earlier inquiry. We now have a web page that uses the REST API to create a colored progress chart. We are using custom actions to update "TimeLeft" on certain actions, for example if a ticket is resolved we set TimeLeft to 0. We need to trigger an action whenever anyone adds time worked, via a correspondence, but have not figured out what action to trigger this. The correspondence triggers but before the time is added. Does anyone know what transaction we can trigger on to make this work? Thanks. Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From Vinzenz.Sinapius at tracetronic.de Tue Feb 23 10:53:09 2016 From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz) Date: Tue, 23 Feb 2016 15:53:09 +0000 Subject: [rt-users] Infinite E-Mail-Loop MS Exchange vs RT In-Reply-To: References: Message-ID: Hi, Nobody experienced this error before? I'm using RT 4.2.12. 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 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 ---------------------------------------------------------------------------------------- -----Urspr?ngliche Nachricht----- Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Sinapius, Vinzenz Gesendet: Donnerstag, 18. Februar 2016 16:45 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Infinite E-Mail-Loop MS Exchange vs RT Hi Everyone, Is this behaviour a bug in RT or misconfiguration? * Create a RT-User foo at example.com, foo at example.com doesn't exist in our Exchange-Server, * Create a Ticket with foo at example.com as Cc * Reply to this ticket * Exchange replies that foo at example.com doesn't exist * RT distributes this mail to all Ccs, etc. of the ticket, excluding foo at example.com -= (At this point we notice the User with the invalid e-mail-address and try to resolve this error) =- * Merge RT-User foo at example.com into the RT-User bar at example.com, ( bar at example.com exists in our Exchange-Server. ) * Reply to this ticket * Exchange replies that foo at example.com doesn't exist * RT distributes this mail to all Ccs, etc. of the ticket, including foo at example.com * Exchange replies that foo at example.com doesn't exist * Repeat ad infinitum We broke this loop by taking RT offline, deleting all errormails from the mailq and setting the EmailAddress-Attribute of foo at example.com to bar at example.com in the database. 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 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 ---------------------------------------------------------------------------------------- --------- RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016 From Lieven.Bridts at puurs.be Tue Feb 23 15:04:40 2016 From: Lieven.Bridts at puurs.be (Lieven Bridts) Date: Tue, 23 Feb 2016 20:04:40 +0000 Subject: [rt-users] Consulting back-office or other departments without notifying requestor Message-ID: <889D8661A80A664FABA93E1489EF3E900107DE7770@EXCHANGE.gempuurs.local> Hello group, We're using RT for several years now and upgraded recently to RT 4.4 A lot of our tickets involve requests where the owner of the ticket needs to make some inquiries or put other departments at work. e.g. As a response to a ticket a new user account has to be created and some actions like delivering devices (smartphone, laptop) or giving access to applications has to be done by other departments. We could manually send out some answers or replies with the involved departments in CC: But, since these are not comments, by default the requestor gets all the correspondence as well, e.g. when the department answers that the smartphone is ready to be picked up. This is not what we want. The situation above can be compared with the queue "Investigations" in RTIR where new tickets are created, linked to the original one, but without notifying the requestor(s) Installing RTIR seems like overkill, since this has little or nothing to do with incidents. What is the best practice to create a working solution for this problem? Has anyone done this before? Are there some ready-made contributions that I can use? My knowledge of Perl is rather limited, so I could create a scrip but this should mainly be based on copy-pasting and little adjustments of examples. Much obliged, Lieven -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Tue Feb 23 15:54:50 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Tue, 23 Feb 2016 15:54:50 -0500 Subject: [rt-users] Consulting back-office or other departments without notifying requestor In-Reply-To: <889D8661A80A664FABA93E1489EF3E900107DE7770@EXCHANGE.gempuurs.local> References: <889D8661A80A664FABA93E1489EF3E900107DE7770@EXCHANGE.gempuurs.local> Message-ID: <56CCC71A.2090001@bestpractical.com> The simplest approach is probably to use Links. Under the Links section, you'll see a Create button that lets you easily create a linked ticket. You can have your internal conversation on the linked ticket and just reply back to the requestor when it's appropriate. On 2/23/16 3:04 PM, Lieven Bridts wrote: > > Hello group, > > We?re using RT for several years now and upgraded recently to RT 4.4 > > A lot of our tickets involve requests where the owner of the ticket > needs to make some inquiries or put other departments at work. > > e.g. As a response to a ticket a new user account has to be created > and some actions like delivering devices (smartphone, laptop) or > giving access to applications has to be done by other departments. > > We could manually send out some answers or replies with the involved > departments in CC: > > But, since these are not comments, by default the requestor gets all > the correspondence as well, e.g. when the department answers that the > smartphone is ready to be picked up. > > This is not what we want. > > The situation above can be compared with the queue ?Investigations? in > RTIR where new tickets are created, linked to the original one, but > without notifying the requestor(s) > > Installing RTIR seems like overkill, since this has little or nothing > to do with incidents. > > What is the best practice to create a working solution for this problem? > > Has anyone done this before? Are there some ready-made contributions > that I can use? > > My knowledge of Perl is rather limited, so I could create a scrip but > this should mainly be based on copy-pasting and little adjustments of > examples. > > Much obliged, > > Lieven > > > > > > > > --------- > RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Tue Feb 23 16:23:04 2016 From: bparish at cognex.com (Parish, Brent) Date: Tue, 23 Feb 2016 21:23:04 +0000 Subject: [rt-users] Consulting back-office or other departments without notifying requestor In-Reply-To: <56CCC71A.2090001@bestpractical.com> References: <889D8661A80A664FABA93E1489EF3E900107DE7770@EXCHANGE.gempuurs.local> <56CCC71A.2090001@bestpractical.com> Message-ID: Agreed - we often use linked tickets here. For example, I want the NetOps team to do something on the ticket so I create a child ticket and assign that to their queue. (If there is a dependency, I create a DependsOn instead of Child). This offers a secondary benefit of cleaning up reporting - who did what in what queue, how many tickets they worked, etc. Alternatively, you can hit Reply in the web interface to add correspondence to the ticket. Cc the other team (so far, this is exactly what you described originally) BUT uncheck the original Requestor(s) from that specific Reply. You can uncheck them at the bottom of the Reply page, under the Scrips and Recipients block. Note: If you go this route, the comment will be visible to them if the Requestor uses the SelfService interface to view ticket history. Also, I believe you need the "ShowOutgoingEmail" permission (View exact outgoing email messages and their recipients, on the Rights For Staff tab in the Group Rights page for the Queue) to do this(?) - Brent From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Brandt Sent: Tuesday, February 23, 2016 3:55 PM To: Lieven Bridts ; 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] Consulting back-office or other departments without notifying requestor The simplest approach is probably to use Links. Under the Links section, you'll see a Create button that lets you easily create a linked ticket. You can have your internal conversation on the linked ticket and just reply back to the requestor when it's appropriate. On 2/23/16 3:04 PM, Lieven Bridts wrote: Hello group, We're using RT for several years now and upgraded recently to RT 4.4 A lot of our tickets involve requests where the owner of the ticket needs to make some inquiries or put other departments at work. e.g. As a response to a ticket a new user account has to be created and some actions like delivering devices (smartphone, laptop) or giving access to applications has to be done by other departments. We could manually send out some answers or replies with the involved departments in CC: But, since these are not comments, by default the requestor gets all the correspondence as well, e.g. when the department answers that the smartphone is ready to be picked up. This is not what we want. The situation above can be compared with the queue "Investigations" in RTIR where new tickets are created, linked to the original one, but without notifying the requestor(s) Installing RTIR seems like overkill, since this has little or nothing to do with incidents. What is the best practice to create a working solution for this problem? Has anyone done this before? Are there some ready-made contributions that I can use? My knowledge of Perl is rather limited, so I could create a scrip but this should mainly be based on copy-pasting and little adjustments of examples. Much obliged, Lieven --------- RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Wed Feb 24 14:10:25 2016 From: ram0502 at gmail.com (Ram) Date: Wed, 24 Feb 2016 11:10:25 -0800 Subject: [rt-users] Consulting back-office or other departments without notifying requestor Message-ID: > > Hello group, > > We're using RT for several years now and upgraded recently to RT 4.4 > A lot of our tickets involve requests where the owner of the ticket needs > to make some inquiries or put other departments at work. > e.g. As a response to a ticket a new user account has to be created and > some actions like delivering devices (smartphone, laptop) or giving access > to applications has to be done by other departments. > > We could manually send out some answers or replies with the involved > departments in CC: > But, since these are not comments, by default the requestor gets all the > correspondence as well, e.g. when the department answers that the > smartphone is ready to be picked up. > This is not what we want. > > The situation above can be compared with the queue "Investigations" in > RTIR where new tickets are created, linked to the original one, but without > notifying the requestor(s) > Installing RTIR seems like overkill, since this has little or nothing to > do with incidents. > > What is the best practice to create a working solution for this problem? > Has anyone done this before? Are there some ready-made contributions that > I can use? > My knowledge of Perl is rather limited, so I could create a scrip but this > should mainly be based on copy-pasting and little adjustments of examples. > > Much obliged, > Lieven > > Three options i can think of: 1 "comment" and and CC the other group; replies will also be comments and therefor not sent nor seen by the requestor. This depends on you having a -comment@ email address defined separately from the generic queue email address. 2 Add the other group as Ticket AdminCC and then comment. This will result in them seeing all the Ticket traffic which you may not want (or only sometimes want). 3 Link tickets I use all three of these depending on the situation cheers -------------- next part -------------- An HTML attachment was scrubbed... URL: From martinoc at uw.edu Wed Feb 24 14:14:48 2016 From: martinoc at uw.edu (Martin Criminale) Date: Wed, 24 Feb 2016 19:14:48 +0000 Subject: [rt-users] Consulting back-office or other departments without notifying requestor In-Reply-To: References: Message-ID: We use both option #1 and #2 suggested by Ram below. Martin Criminale University of Washington Information School IT From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ram Sent: February 24, 2016 11:10 AM To: rt-users Subject: Re: [rt-users] Consulting back-office or other departments without notifying requestor Hello group, We're using RT for several years now and upgraded recently to RT 4.4 A lot of our tickets involve requests where the owner of the ticket needs to make some inquiries or put other departments at work. e.g. As a response to a ticket a new user account has to be created and some actions like delivering devices (smartphone, laptop) or giving access to applications has to be done by other departments. We could manually send out some answers or replies with the involved departments in CC: But, since these are not comments, by default the requestor gets all the correspondence as well, e.g. when the department answers that the smartphone is ready to be picked up. This is not what we want. The situation above can be compared with the queue "Investigations" in RTIR where new tickets are created, linked to the original one, but without notifying the requestor(s) Installing RTIR seems like overkill, since this has little or nothing to do with incidents. What is the best practice to create a working solution for this problem? Has anyone done this before? Are there some ready-made contributions that I can use? My knowledge of Perl is rather limited, so I could create a scrip but this should mainly be based on copy-pasting and little adjustments of examples. Much obliged, Lieven Three options i can think of: 1 "comment" and and CC the other group; replies will also be comments and therefor not sent nor seen by the requestor. This depends on you having a -comment@ email address defined separately from the generic queue email address. 2 Add the other group as Ticket AdminCC and then comment. This will result in them seeing all the Ticket traffic which you may not want (or only sometimes want). 3 Link tickets I use all three of these depending on the situation cheers -------------- next part -------------- An HTML attachment was scrubbed... URL: From toleary at wth.com Wed Feb 24 15:36:15 2016 From: toleary at wth.com (Terry O'Leary) Date: Wed, 24 Feb 2016 20:36:15 +0000 Subject: [rt-users] Exporting articles Message-ID: Hello, We are currently running on version 4.0.12 and I am looking to find a way export the current list of articles my company has accrued over the years. I thought that there would be some type of easy export tool or function within RT that would export all the articles to a CSV or XML file, but I could not find one. I was also thinking that I would be able to simply export the Articles table from the MySQL database we have, but the important content in the URI column links to "fsck.com-rtfm://ticket/article/#" which is what I am guessing has the content I need to tie in with the article. I also did some searching through documentation to see if there was anything specific to exporting articles from RT but didn't find anything. Any help is much appreciated. Thank You, Terry O'Leary -------------- next part -------------- An HTML attachment was scrubbed... URL: From timothy-flynn at uiowa.edu Thu Feb 25 12:53:45 2016 From: timothy-flynn at uiowa.edu (Flynn, Timothy) Date: Thu, 25 Feb 2016 17:53:45 +0000 Subject: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 In-Reply-To: <2C85466E85AA96458FA56085D7059849B5DF2BC3@HC-MAILBOXC1-N5.healthcare.uiowa.edu> References: <2C85466E85AA96458FA56085D7059849B5DF2A67@HC-MAILBOXC1-N5.healthcare.uiowa.edu> <2C85466E85AA96458FA56085D7059849B5DF2BC3@HC-MAILBOXC1-N5.healthcare.uiowa.edu> Message-ID: <2C85466E85AA96458FA56085D7059849B5DF5351@HC-MAILBOXC1-N5.healthcare.uiowa.edu> It seems like my issue could be related to what changed here: https://www.bestpractical.com/docs/rt/4.2.12/UPGRADING-4.0.html#UPGRADING-FROM-4.0.5-AND-EARLIER I can't load query builder and it also appears that bulk updated fails after listing the tickets.. I can't tell it what I want to update. Does anyone have any ideas? I don't have any customizations to RT as indicated in this article. Would really appreciate some guidance here. Tim From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, Timothy Sent: Friday, February 12, 2016 5:15 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 I misspoke I am running fcgid . Additionally the page I am having issues with at the moment is: /Search/Build.html?NewQuery=1 In doing some reading I ran the following in query window with zero responses: select name from queues where id in (select objectid from acl where principaltype='Group' and principalid = (select id from groups where type='Everyone') and rightname='OwnTicket'); select name from queues where id in (select objectid from acl where principaltype='Group' and principalid = (select id from groups where type='Unprivileged') and rightname='OwnTicket'); select name from queues where id in (select objectid from acl where principaltype='Group' and principalid = (select id from groups where type='Privileged') and rightname='OwnTicket'); Additionally I tried setting the MaxRequestLen 1073741824 as identified here (https://www.bestpractical.com/docs/rt/4.2.12/web_deployment.html#mod_fastcgi) FcgidMaxRequestLen 1073741824 threw an error in my conf file so I figured the Fcgid part was extra? Apache2 did not error on MaxRequestLen. Tim From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, Timothy Sent: Friday, February 12, 2016 1:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 I'm running the following: RT 4.2.12 Fast CGI Apache/2.2.12 (Linux/SUSE) 3.0.101-0.47.71-ppc64 #1 SMP I recently upgraded from 3.8.4 to 4.2.12 RT and everything seems great except I noticed that creating a new search causes an error for me in most cases: "The server encountered an internal error and was unable to complete your request. Either the server is overloaded or there was an error in a CGI script" I recall talk on the listserve about certain global permissions causing issues with searches but I'm not finding it. Can someone point me in the right direction for which rights to look out for or are there settings I can adjust to give the system more resources for the search? The builder did not encounter this error in 3.8.4. Thank you, Tim ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From timothy-flynn at uiowa.edu Thu Feb 25 16:44:57 2016 From: timothy-flynn at uiowa.edu (Flynn, Timothy) Date: Thu, 25 Feb 2016 21:44:57 +0000 Subject: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 In-Reply-To: <2C85466E85AA96458FA56085D7059849B5DF5351@HC-MAILBOXC1-N5.healthcare.uiowa.edu> References: <2C85466E85AA96458FA56085D7059849B5DF2A67@HC-MAILBOXC1-N5.healthcare.uiowa.edu> <2C85466E85AA96458FA56085D7059849B5DF2BC3@HC-MAILBOXC1-N5.healthcare.uiowa.edu> <2C85466E85AA96458FA56085D7059849B5DF5351@HC-MAILBOXC1-N5.healthcare.uiowa.edu> Message-ID: <2C85466E85AA96458FA56085D7059849B5DF5484@HC-MAILBOXC1-N5.healthcare.uiowa.edu> If anyone has been following my conversation with myself I fixed this with a SiteConfig setting of: Set($AutocompleteOwners, 1); Tim From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, Timothy Sent: Thursday, February 25, 2016 11:54 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 It seems like my issue could be related to what changed here: https://www.bestpractical.com/docs/rt/4.2.12/UPGRADING-4.0.html#UPGRADING-FROM-4.0.5-AND-EARLIER I can't load query builder and it also appears that bulk updated fails after listing the tickets.. I can't tell it what I want to update. Does anyone have any ideas? I don't have any customizations to RT as indicated in this article. Would really appreciate some guidance here. Tim From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, Timothy Sent: Friday, February 12, 2016 5:15 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 I misspoke I am running fcgid . Additionally the page I am having issues with at the moment is: /Search/Build.html?NewQuery=1 In doing some reading I ran the following in query window with zero responses: select name from queues where id in (select objectid from acl where principaltype='Group' and principalid = (select id from groups where type='Everyone') and rightname='OwnTicket'); select name from queues where id in (select objectid from acl where principaltype='Group' and principalid = (select id from groups where type='Unprivileged') and rightname='OwnTicket'); select name from queues where id in (select objectid from acl where principaltype='Group' and principalid = (select id from groups where type='Privileged') and rightname='OwnTicket'); Additionally I tried setting the MaxRequestLen 1073741824 as identified here (https://www.bestpractical.com/docs/rt/4.2.12/web_deployment.html#mod_fastcgi) FcgidMaxRequestLen 1073741824 threw an error in my conf file so I figured the Fcgid part was extra? Apache2 did not error on MaxRequestLen. Tim From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, Timothy Sent: Friday, February 12, 2016 1:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] problem with search builder after upgrade 3.8.4 to 4.2.12 I'm running the following: RT 4.2.12 Fast CGI Apache/2.2.12 (Linux/SUSE) 3.0.101-0.47.71-ppc64 #1 SMP I recently upgraded from 3.8.4 to 4.2.12 RT and everything seems great except I noticed that creating a new search causes an error for me in most cases: "The server encountered an internal error and was unable to complete your request. Either the server is overloaded or there was an error in a CGI script" I recall talk on the listserve about certain global permissions causing issues with searches but I'm not finding it. Can someone point me in the right direction for which rights to look out for or are there settings I can adjust to give the system more resources for the search? The builder did not encounter this error in 3.8.4. Thank you, Tim ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ ________________________________ Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From beanstallk at gmail.com Fri Feb 26 09:17:12 2016 From: beanstallk at gmail.com (Jack Beanstallk) Date: Fri, 26 Feb 2016 14:17:12 +0000 Subject: [rt-users] stop a requester from owning the ticket if they make the first correspondence In-Reply-To: References: Message-ID: Thanks Kenn - I found out that the issue was with an overriding group permission that allowed members to own tickets Setup Group A, B and C are permissions groups for queue A, B and C There is also an "overall" group that combines group a,b and c. This allows members of other queues to move/steal/take etc tickets between different queues, owning tickets wasn't necessary as the queue can be changed and then owned by a member of that queue. Group "overall" had "Own tickets" checked under "Rights for Staff" this allowed any member of Group "overall" who submitted a ticket and if they were the first person to add a correspondence they became the owner - unticking that and ticked "Own tickets" checked under "Rights for Staff" for the queues group - stopped this from happening. Will get your book. Regards > > > On Thu, Feb 18, 2016 at 4:44 PM, Kenneth Crocker > wrote: > >> Jack, >> >> Turn off that scrip and replace it with one that has code in it to check >> the requestor against the correspondor (actor) and if they are the same do >> NOT set owner to requestor. Have an alternative action available. I have >> stuff like this in my eBook "Request Tracker for Beginners - A Topical >> Guide" on Amazon. It's inexpensive ($9.99). I've attached a TOC. If you get >> it and have questions, I'm happy to help. >> >> >> Kenn >> >> On Thu, Feb 18, 2016 at 3:02 AM, Jack Beanstallk >> wrote: >> >>> we use the scrip "On Correspond AutoSetOwner" - how can this >>> be adapted to avoid requester of the ticket from becoming the owner if they >>> first correspond to the ticket? >>> >>> Thanks >>> >>> --------- >>> RT 4.4 and RTIR Training Sessions ( >>> http://bestpractical.com/services/training.html) >>> * Hamburg Germany - March 14 & 15, 2016 >>> * Washington DC - May 23 & 24, 2016 >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From beanstallk at gmail.com Fri Feb 26 09:36:40 2016 From: beanstallk at gmail.com (Jack Beanstallk) Date: Fri, 26 Feb 2016 14:36:40 +0000 Subject: [rt-users] Stop emails tagged as [SPAM] coming through to RT Message-ID: Hi, we get tickets with [SPAM] in the subject field come through to RT, in the procmail config, the following is set to stop this # Filter out Potential spam marked up by the Spamchecker. :0w: *^X-org-Spamcheck /var/rt/emails-marked-spam This will check the email headers for X-org-Spamcheck Our spam checker tags spam emails with a subject tag [SPAM] and a header flag "X-org-Spamcheck: Spam" The spelling of "X-org-Spamcheck" was incorrect and have rectified it, is this the correct way to filter out SPAM from the RT even if it gets past the MTA? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From beanstallk at gmail.com Fri Feb 26 09:39:18 2016 From: beanstallk at gmail.com (Jack Beanstallk) Date: Fri, 26 Feb 2016 14:39:18 +0000 Subject: [rt-users] can RT check the queue name and then ticket ID before deciding to post a reply or create a new ticket Message-ID: A potential scenario, a bunch of tickets are exported from RT1 and imported into RT2 (RT instances are separate organizations). RT1: ticket ID's run from 1 to 50000 RT2: ticket ID's run from 1 to 75000 The bunch of tickets to export from RT1 are ticket ID's 25000 to 30000 and importing them into RT2 will start from ticket ID 75001 to 100001 If somebody replies to an existing ticket that was originally from RT1 e.g. ticket ID 25000, the reply goes into RT2 ticket ID 25000 which is not the same ticket as RT1 ticket ID 25000 as it is now RT2 ticket ID 75001 - from the tests I've done RT doesn't check the queue name that is presented in the subject line it only checks the ticket ID number. Is there a way for RT to check the queue name and ticket ID presented in the subject line and if the ticket ID belongs to the queue name then post the reply, if the ticket ID doesn't belong to the queue then create a new ticket. Are there any other pitfalls with migrating tickets from one RT to another RT to watch out for? I can provide further clarification if needed. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From alush at scentral.k12.in.us Fri Feb 26 12:47:52 2016 From: alush at scentral.k12.in.us (Lush, Aaron) Date: Fri, 26 Feb 2016 11:47:52 -0600 Subject: [rt-users] Upgrading from 4.2.0 > 4.4.0 Message-ID: I'm trying to upgrade from 4.2.0 > 4.4.0 on Ubuntu Server 15.10 and have been running into some snags. The first was that I had "ExternalAuthId" with values in my RT4 database, as I was using that plug-in. Once I dropped that table I was able to continue upgrading. However, my upgrade has stalled at the following: *Upgrade from 4.3.12 to 4.3.13 (Incomplete) Fri Feb 26 08:31:50 2016 4.4.0* *Schema updates from /tmp/rt-4.4.0/etc/upgrade/4.3.13 (Incomplete) Fri Feb 26 08:31:50 2016 4.4.0* I get the following error when running "make upgrade-database:" *Processing 4.3.13Now populating database schema.[16494] [Fri Feb 26 16:48:54 2016] [critical]: DBD::mysql::st execute failed: Can't DROP 'IssueStatement'; check that column/key exists at /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552. (/tmp/rt-4.4.0/sbin/../lib/RT.pm:390)DBD::mysql::st execute failed: Can't DROP 'IssueStatement'; check that column/key exists at /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552.Makefile:391: recipe for target 'upgrade-database' failedmake: *** [upgrade-database] Error 9* Listing the Tables in my RT4 database doesn't show any such table, nor does listing all rows in each column. I assume the error is because IssuerStatement doesn't exist, so it fails. However, I am completely clueless to this reference. Any help on this issue would be greatly appreciated, as I have another RT server at another School that will have the same issue. Thanks! Sincerely, Aaron Lush Network Administrator South Central Community School Corporation (219) 767-2266 ext. 1111 -- 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Fri Feb 26 15:59:03 2016 From: jvdwege at xs4all.nl (Joop) Date: Fri, 26 Feb 2016 21:59:03 +0100 Subject: [rt-users] Upgrading from 4.2.0 > 4.4.0 In-Reply-To: References: Message-ID: <56D0BC97.2000605@xs4all.nl> On 26-2-2016 18:47, Lush, Aaron wrote: > I'm trying to upgrade from 4.2.0 > 4.4.0 on Ubuntu Server 15.10 and > have been running into some snags. The first was that I had > "ExternalAuthId" with values in my RT4 database, as I was using that > plug-in. Once I dropped that table I was able to continue upgrading. > However, my upgrade has stalled at the following: > > Using something like : update users set externalauthid=null where externalauthid is not null should do the trick. Don't drop the users table. I just did a test upgrade from 4.0.23 to 4.4.0 and we're using ExternalAuth too. For those interested: we also use AssetTracker and I migrated all its assets to the shine new RT::Assets :-) Got a question about something related but will post that in a new thread. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From alush at scentral.k12.in.us Fri Feb 26 16:12:54 2016 From: alush at scentral.k12.in.us (Lush, Aaron) Date: Fri, 26 Feb 2016 15:12:54 -0600 Subject: [rt-users] Upgrading from 4.2.0 > 4.4.0 In-Reply-To: <56D0BC97.2000605@xs4all.nl> References: <56D0BC97.2000605@xs4all.nl> Message-ID: Thanks, Joop. I'll restore my 4.2 database backup and run the following SQL command on the database: UPDATE users SET ExternalAuthID=null WHERE ExternalAuthId IS NOT null; MySQL isn't my strongest set of skills, but that is how I am understanding your post. Thanks a lot for the quick response! Sincerely, Aaron Lush Network Administrator South Central Community School Corporation (219) 767-2266 ext. 1111 On Fri, Feb 26, 2016 at 2:59 PM, Joop wrote: > On 26-2-2016 18:47, Lush, Aaron wrote: > > I'm trying to upgrade from 4.2.0 > 4.4.0 on Ubuntu Server 15.10 and have > been running into some snags. The first was that I had "ExternalAuthId" > with values in my RT4 database, as I was using that plug-in. Once I dropped > that table I was able to continue upgrading. However, my upgrade has > stalled at the following: > > > Using something like : update users set externalauthid=null where > externalauthid is not null should do the trick. Don't drop the users table. > I just did a test upgrade from 4.0.23 to 4.4.0 and we're using > ExternalAuth too. > For those interested: we also use AssetTracker and I migrated all its > assets to the shine new RT::Assets :-) > Got a question about something related but will post that in a new thread. > > Regards, > > Joop > > > --------- > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Fri Feb 26 16:15:56 2016 From: jvdwege at xs4all.nl (Joop) Date: Fri, 26 Feb 2016 22:15:56 +0100 Subject: [rt-users] Add entries to TYPEMAP Message-ID: <56D0C08C.4010403@xs4all.nl> Hi All, We are in the process of upgrading our RT install from 4.0.23 to 4.4.0 but have been putting this off because of the extension AssetTracker that we're using. The last couple of weeks I have been looking at an upgrade path and I think I have found a way to upgrade our instance. A test conversion seems to be working fine after the standard RT upgrade path, coupled with a number of database upgrades to get our AssetTracker metadata moved over to RT::Assets. Using the Import::CSV to get the data over. There is a small bug in that extension. It has been made compatible with RT-4.4.0 but it still uses rtxassets/rtxcatalog instead of assets/catalogs tables :-( Now to the question I have: AssetTracker uses a couple of extra LinkTypes (Runs/RunsOn/ComponentOf/HasComponent) and I can convert these to Parent/Child or DependsOn/DependantON links but I have been wondering how much trouble it would be to add those types to the Link TYPEMAP, and besides adding them if there would be a need for code to handle these. Anyone who can/is willing to comment on that idea? Regards, Joop From alush at scentral.k12.in.us Fri Feb 26 16:39:18 2016 From: alush at scentral.k12.in.us (Lush, Aaron) Date: Fri, 26 Feb 2016 15:39:18 -0600 Subject: [rt-users] Upgrading from 4.2.0 > 4.4.0 In-Reply-To: References: <56D0BC97.2000605@xs4all.nl> Message-ID: No w I am getting the following error when upgrading, after using the UPDATE command listed below. This only occurs when upgrading from 4.3.9 to 4.3.10. Any further advice would be much appreciated! *Processing 4.3.10* *Now populating database schema.* *[19046] [Fri Feb 26 21:33:59 2016] [critical]: DBD::mysql::st execute failed: Table 'Assets' already exists at /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552. (/tmp/rt-4.4.0/sbin/../lib/RT.pm:390)* *DBD::mysql::st execute failed: Table 'Assets' already exists at /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552.* *Makefile:391: recipe for target 'upgrade-database' failed* Sincerely, Aaron Lush Network Administrator South Central Community School Corporation (219) 767-2266 ext. 1111 On Fri, Feb 26, 2016 at 3:12 PM, Lush, Aaron wrote: > Thanks, Joop. I'll restore my 4.2 database backup and run the following > SQL command on the database: > > UPDATE users SET ExternalAuthID=null WHERE ExternalAuthId IS NOT null; > > MySQL isn't my strongest set of skills, but that is how I am understanding > your post. Thanks a lot for the quick response! > > Sincerely, > > Aaron Lush > Network Administrator > South Central Community School Corporation > (219) 767-2266 ext. 1111 > > On Fri, Feb 26, 2016 at 2:59 PM, Joop wrote: > >> On 26-2-2016 18:47, Lush, Aaron wrote: >> >> I'm trying to upgrade from 4.2.0 > 4.4.0 on Ubuntu Server 15.10 and have >> been running into some snags. The first was that I had "ExternalAuthId" >> with values in my RT4 database, as I was using that plug-in. Once I dropped >> that table I was able to continue upgrading. However, my upgrade has >> stalled at the following: >> >> >> Using something like : update users set externalauthid=null where >> externalauthid is not null should do the trick. Don't drop the users table. >> I just did a test upgrade from 4.0.23 to 4.4.0 and we're using >> ExternalAuth too. >> For those interested: we also use AssetTracker and I migrated all its >> assets to the shine new RT::Assets :-) >> Got a question about something related but will post that in a new thread. >> >> Regards, >> >> Joop >> >> >> --------- >> RT 4.4 and RTIR Training Sessions ( >> http://bestpractical.com/services/training.html) >> * Hamburg Germany - March 14 & 15, 2016 >> * 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Fri Feb 26 17:23:44 2016 From: jvdwege at xs4all.nl (Joop) Date: Fri, 26 Feb 2016 23:23:44 +0100 Subject: [rt-users] Upgrading from 4.2.0 > 4.4.0 In-Reply-To: References: <56D0BC97.2000605@xs4all.nl> Message-ID: <56D0D070.2080803@xs4all.nl> On 26-2-2016 22:39, Lush, Aaron wrote: > No w I am getting the following error when upgrading, after using the > UPDATE command listed below. This only occurs when upgrading from > 4.3.9 to 4.3.10. Any further advice would be much appreciated! > > /Processing 4.3.10/ > /Now populating database schema./ > /[19046] [Fri Feb 26 21:33:59 2016] [critical]: DBD::mysql::st execute > failed: Table 'Assets' already exists at > /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552. > (/tmp/rt-4.4.0/sbin/../lib/RT.pm:390)/ > /DBD::mysql::st execute failed: Table 'Assets' already exists at > /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552./ > /Makefile:391: recipe for target 'upgrade-database' failed/ > That suggests that you have been using the Assets extension in 4.2. I didn't get that error when upgrading from 4.0.23 to 4.4, besides that , I'm using postgres as a db backend but that shouldn't matter. Joop PS: its 23:20 for me so time to get some sleep :-) -------------- next part -------------- An HTML attachment was scrubbed... URL: From rene at venicekayak.com Sat Feb 27 07:35:54 2016 From: rene at venicekayak.com (=?UTF-8?Q?Ren=c3=a9_Seindal_=28Venice_Kayak=29?=) Date: Sat, 27 Feb 2016 13:35:54 +0100 Subject: [rt-users] Articles and CLI interface Message-ID: <56D1982A.6020609@venicekayak.com> Hi I'm using RT 4.2.12 (currently) as a kind of booking system, and I have a bunch of perl programs that use the REST interface to create and modify tickets in various ways. Articles would be a great place to keep templates for various automated messages we send our clients, but the REST interface doesn't seem to support articles. Are there any plans for extending the REST interface (and the rt command line interface) to include support for articles, even read only? -- Ren? Seindal - rene at venicekayak.com - +39 328 832 3955 Venice Kayak - www.venicekayak.com - www.facebook.com/venicekayak From hang_chin_mah at yahoo.com Sun Feb 28 12:19:01 2016 From: hang_chin_mah at yahoo.com (Hang Chin Mah) Date: Sun, 28 Feb 2016 17:19:01 +0000 (UTC) Subject: Extension PriorityAsString not working on RT 4.4 References: <1612101654.470193.1456679941665.JavaMail.yahoo.ref@mail.yahoo.com> Message-ID: <1612101654.470193.1456679941665.JavaMail.yahoo@mail.yahoo.com> Hi, For priority field, a simple 'High', 'Medium' and 'Low' (vs 1-99)?will be more applicable in my environment. After search google, I discovered that the there is a extension called PriorityAsString. After I tried to run 'perl Makefile.PL', I got the error message below: **** Error: Your installed version of RT (4.4.0) is too new; this extension??????????????????? only works with versions older than 4.4.0. How could I workaround this? Anyone know any other method to achieve the same result, i.e. only 3 category of priority? Thanks. Best regards,HC Mah? -------------- next part -------------- An HTML attachment was scrubbed... URL: From fmeehan at vuwall.com Mon Feb 29 17:14:31 2016 From: fmeehan at vuwall.com (=?UTF-8?Q?Fran=C3=A7ois_Meehan?=) Date: Mon, 29 Feb 2016 17:14:31 -0500 Subject: [rt-users] Running RT at /rt rather than / with Nginx Message-ID: Hi all, I am trying to change the location of our RT server to access it at http://mysite.com/rt instead of http://mysite.com. We are using NGINX and I followed instructions from the documentation, namely, we changed the default file content of sites-enabled to: server { listen 80; server_name mysite.com; access_log /var/log/nginx/access.log; location /rt { 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 $server_name; fastcgi_pass 127.0.0.1:9000; } } and in Site_Config.pm we put the following: Set($WebPath, "/rt"); Set($WebBaseURL, 'http://mysite.com'); When trying to access the site we get the following error ?Too many redirect occurred trying to open http://mysite.com/rt/NoAuth/Login.html?? Any ideas? Thanks in advance, -- *Fran?ois MEEHAN* Technical Support | Support Technique *VuWall Technology, Inc.* *Tel:* +1 514-505-4436 *Skype:* VuWall-Support -------------- next part -------------- An HTML attachment was scrubbed... URL: