From alex at chmrr.net Thu Sep 1 02:41:07 2016 From: alex at chmrr.net (Alex Vandiver) Date: Wed, 31 Aug 2016 23:41:07 -0700 Subject: [rt-users] Bug about subject in utf-8 In-Reply-To: <20160831211228.fvadk2pm4awnn6ep@pcjas.obspm.fr> References: <20160831211228.fvadk2pm4awnn6ep@pcjas.obspm.fr> Message-ID: <20160831234107.2d029d12@thraddash.chmrr.net> On Wed, 31 Aug 2016 23:12:28 +0200 Albert Shih wrote: > So until known everything is correct. The problem is when the person who > answer this ticket encode the subject like this > > =?utf-8?q?Re=3A?==?utf-8?q?_=5BRTTAG =?utf-8?q? #NUMBER=5D?= Bonjour =?utf-8?q?=C3=A0?= vous > > because in that case RT drop the space between the RTTAG and the #NUMBER. What mail client is generating that? Whatever it is, it is violating RFC 2047 spec in _multiple_ ways. First, https://tools.ietf.org/html/rfc2047#page-5 unencoded white space characters (such as SPACE and HTAB) are FORBIDDEN within an 'encoded-word' As such, "=?utf-8?q? #NUMBER=5D?=" is not a valid encoded-word. Secondly, https://tools.ietf.org/html/rfc2047#page-7 However, an 'encoded-word' that appears in a header field defined as '*text' MUST be separated from any adjacent 'encoded-word' or 'text' by 'linear-white-space'. As such, "=?utf-8?q?Re=3A?==?utf-8?" is not valid, as the two "encoded-word"s are not separated by spaces. Even ignoring those errors, the example you gave still isn't parsable. My best attempt splits it into the following tokens: =?utf-8?q?Re=3A?= # "Re: =?utf-8?q?_=5BRTTAG # " [RTTAG", but no closing "?=" ?! =?utf-8?q?#NUMBER=5D?= # "#NUMBER]" Bonjour # "bonjour" =?utf-8?q?=C3=A0?= # "? vous # "vous" Were it somehow parsed as the above, RT would _still_ be correct in omitting the space before the number, because space between encoded-words is removed, https://tools.ietf.org/html/rfc2047#page-10 : When displaying a particular header field that contains multiple 'encoded-word's, any 'linear-white-space' that separates a pair of adjacent 'encoded-word's is ignored. In short, fix the mail client. Failing that, set $ExtractSubjectTagMatch, as this is not a bug in RT. - Alex From uriboxmobile at gmail.com Thu Sep 1 03:17:18 2016 From: uriboxmobile at gmail.com (yugi) Date: Thu, 01 Sep 2016 08:17:18 +0100 Subject: [rt-users] Search in RT is Case Sensitive ? Message-ID: <57c7d600.e6ecc20a.c6e0d.3376@mx.google.com> Hi I notice that the search in RT have suffered some changes in the latest versions . For example : Why RT search is case sensitive now ? If this is not a bug what is the main goal of use case sensitive in the search ? Is any option I can set to change this ? Thank s From Albert.Shih at obspm.fr Thu Sep 1 03:42:59 2016 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 1 Sep 2016 09:42:59 +0200 Subject: [rt-users] Bug about subject in utf-8 In-Reply-To: <20160831234107.2d029d12@thraddash.chmrr.net> References: <20160831211228.fvadk2pm4awnn6ep@pcjas.obspm.fr> <20160831234107.2d029d12@thraddash.chmrr.net> Message-ID: <20160901074259.gskcyqsxwq2fcto4@pcjas.obspm.fr> Le 31/08/2016 ? 23:41:07-0700, Alex Vandiver a ?crit > On Wed, 31 Aug 2016 23:12:28 +0200 > Albert Shih wrote: > > So until known everything is correct. The problem is when the person who > > answer this ticket encode the subject like this > > > > =?utf-8?q?Re=3A?==?utf-8?q?_=5BRTTAG =?utf-8?q? #NUMBER=5D?= Bonjour =?utf-8?q?=C3=A0?= vous > > > > because in that case RT drop the space between the RTTAG and the #NUMBER. > > What mail client is generating that? Whatever it is, it is violating SOGo. > RFC 2047 spec in _multiple_ ways. And yes I didn't find any other client do that. > > First, https://tools.ietf.org/html/rfc2047#page-5 > unencoded white space characters (such as SPACE and HTAB) are > FORBIDDEN within an 'encoded-word' > > As such, "=?utf-8?q? #NUMBER=5D?=" is not a valid encoded-word. Well I think that's my bad, I change a little the subject to fit my first email about the tag. The real subject is =?utf-8?q?Re=3A?==?utf-8?q?_=5BInfo?= Obspm =?utf-8?q?#31684=5D?= Bonjour =?utf-8?q?=C3=A0?= vous > Secondly, https://tools.ietf.org/html/rfc2047#page-7 > However, an 'encoded-word' that appears in a header field defined as > '*text' MUST be separated from any adjacent 'encoded-word' or 'text' > by 'linear-white-space'. > > As such, "=?utf-8?q?Re=3A?==?utf-8?" is not valid, as the two > "encoded-word"s are not separated by spaces. So can you just confirm =?utf-8?q?Re=3A?==?utf-8?q?_=5BInfo?= Obspm =?utf-8?q?#31684=5D?= Bonjour =?utf-8?q?=C3=A0?= vous are still not valid (so I can make a bug report on the mail client). I'm a not very good with perl, but when I try using ruby to decode this line irb(main):008:0> Mail::Encodings.unquote_and_convert_to('=?utf-8?q?Re=3A?==?utf-8?q?_=5BInfo?= Obspm =?utf-8?q?#31684=5D?= Bonjour =?utf-8?q?=C3=A0?= vous','utf-8') => "Re: [Info Obspm #31684] Bonjour ? vous" the result seem correct. Well if I try in the other way irb(main):009:0> Mail::Encodings.q_value_encode('Re: [Info Obspm #31684] Bonjour ? vous','UTF-8') => "=?UTF-8?Q?Re:_[Info_Obspm_#31684]_Bonjour_=C3=A0_vous?=" > > Even ignoring those errors, the example you gave still isn't parsable. > My best attempt splits it into the following tokens: > > =?utf-8?q?Re=3A?= # "Re: > =?utf-8?q?_=5BRTTAG # " [RTTAG", but no closing "?=" ?! > =?utf-8?q?#NUMBER=5D?= # "#NUMBER]" > Bonjour # "bonjour" > =?utf-8?q?=C3=A0?= # "? > vous # "vous" > > Were it somehow parsed as the above, RT would _still_ be correct in > omitting the space before the number, because space between > encoded-words is removed, https://tools.ietf.org/html/rfc2047#page-10 : > > When displaying a particular header field that contains multiple > 'encoded-word's, any 'linear-white-space' that separates a pair of > adjacent 'encoded-word's is ignored. > > > In short, fix the mail client. Failing that, set > $ExtractSubjectTagMatch, as this is not a bug in RT. Thanks a lot for your help Regards. -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: jeu 1 sep 2016 09:21:31 CEST From alex at chmrr.net Thu Sep 1 04:39:53 2016 From: alex at chmrr.net (Alex Vandiver) Date: Thu, 1 Sep 2016 01:39:53 -0700 Subject: [rt-users] Bug about subject in utf-8 In-Reply-To: <20160901074259.gskcyqsxwq2fcto4@pcjas.obspm.fr> References: <20160831211228.fvadk2pm4awnn6ep@pcjas.obspm.fr> <20160831234107.2d029d12@thraddash.chmrr.net> <20160901074259.gskcyqsxwq2fcto4@pcjas.obspm.fr> Message-ID: <20160901013953.68f40e7a@thraddash.chmrr.net> On Thu, 1 Sep 2016 09:42:59 +0200 Albert Shih wrote: > > First, https://tools.ietf.org/html/rfc2047#page-5 > > unencoded white space characters (such as SPACE and HTAB) are > > FORBIDDEN within an 'encoded-word' > > > > As such, "=?utf-8?q? #NUMBER=5D?=" is not a valid encoded-word. > > Well I think that's my bad, I change a little the subject to fit my first > email about the tag. The real subject is > > =?utf-8?q?Re=3A?==?utf-8?q?_=5BInfo?= Obspm =?utf-8?q?#31684=5D?= Bonjour =?utf-8?q?=C3=A0?= vous OK, that's a little different. Rather better. It still violates: > However, an 'encoded-word' that appears in a header field defined as > '*text' MUST be separated from any adjacent 'encoded-word' or 'text' > by 'linear-white-space'. But: > I'm a not very good with perl, but when I try using ruby to decode this > line > > irb(main):008:0> Mail::Encodings.unquote_and_convert_to('=?utf-8?q?Re=3A?==?utf-8?q?_=5BInfo?= Obspm =?utf-8?q?#31684=5D?= Bonjour =?utf-8?q?=C3=A0?= vous','utf-8') > => "Re: [Info Obspm #31684] Bonjour ? vous" > > the result seem correct. For decoders that are lenient to encoded-words that aren't space-separated, that's correct. The difference between this and what you had previously is the non-encoded word between the two encoded-words, which makes the space significant. And indeed, this does point to an RT bug. Namely, for historical and bad reasons, RT doesn't use the standard MIME-words decoding library, which would produce: > perl -MEncode -lE 'print Encode::encode("utf8", > Encode::decode("MIME-header", > "=?utf-8?q?Re=3A?==?utf-8?q?_=5BInfo?= Obspm =?utf-8?q?#31684=5D?= Bonjour =?utf-8?q?=C3=A0?= vous"))' > > Re: [Info Obspm #31684] Bonjour ? vous Instead, it rolls its own, and gets it wrong: > perl -Ilib -MRT=-init -le 'print RT::I18N::DecodeMIMEWordsToUTF8( > "=?utf-8?q?Re=3A?==?utf-8?q?_=5BInfo?= Obspm =?utf-8?q?#31684=5D?= Bonjour =?utf-8?q?=C3=A0?= vous","Subject")' > > Re: [Info Obspm#31684] Bonjour? vous Specifically, it removes spaces before the second and later encoded-words, due to https://github.com/bestpractical/rt/blob/stable/lib/RT/I18N.pm#L445 This looks to be a bug. I've pushed 4.2/encoded-word-spaces to address it; if you'd like to test the fix locally, you can apply https://github.com/bestpractical/rt/commit/bdd6bd96 . Thanks for the more complete bug report. - Alex From vegard.vesterheim at uninett.no Thu Sep 1 08:05:31 2016 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Thu, 01 Sep 2016 14:05:31 +0200 Subject: [rt-users] saved search as a drag and drop board (kanban ajax) In-Reply-To: (akos torok's message of "Wed, 31 Aug 2016 23:15:57 +0200") References: Message-ID: <1sfupj7rlg.fsf@voll.uninett.no> On Wed, 31 Aug 2016 23:15:57 +0200 akos.torok at docca.hu wrote: > If anyone interested, just let us know - to give us more motivation :) This looks very interesting. Please keep us posted about the progress. -- - Vegard V - From morales at propus.com.br Thu Sep 1 10:58:19 2016 From: morales at propus.com.br (Diego Morales) Date: Thu, 1 Sep 2016 11:58:19 -0300 Subject: [rt-users] Custom fields default values on mail gateway In-Reply-To: References: Message-ID: Someone in private pointed me to his book, and mentioned permissions. Then I figured it out, dummy me. Of course, rights. rt-mailgate "authenticates" as an user created out of the mails's FROM address [1]. And that's an unprivileged user. I tried several ways, and it only worked giving ModifyCustomField e SeeCustomField rights to unprivileged users (I did this only for one particular customfield I need the default to be set on arrival). This seems like an excellent use case for the new SetInitialCustomField right that came in 4.4.1, that would be more restricted, but setting or unsetting it does not make any difference for my case. Can someone tip me if this is a bug, feature request, or maybe still some wrong config of my part? [1] https://docs.bestpractical.com/rt/4.4.1/RT/Interface/Email/Auth/MailFrom.html Diego Morales Fones: +55 51 3024-3568 | +55 11 4063-8864 Propus - TI alinhada a neg?cios Service | Telecom | Tech | Data Science www.propus.com.br On Mon, Aug 29, 2016 at 7:15 PM, Diego Morales wrote: > Hello, > > I am using RT 4.4.1, setting a default value for a Custom Field, and that > seems to be ignored when the ticket is created via email (rt-mailgate). > > It does work when I create a ticket using the API, for example (via > python-rt). I have logs on debug level and see no errors about it. > > Does anybody there confirm that? Or is it something in my setup? I tried > disabling all plugins, and made no difference. > > Thanks in advance. > > Diego Morales > Fones: +55 51 3024-3568 | +55 11 4063-8864 > Propus - TI alinhada a neg?cios > Service | Telecom | Tech | Data Science > www.propus.com.br > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Thu Sep 1 13:23:23 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 1 Sep 2016 13:23:23 -0400 Subject: [rt-users] Best web server for RT4? Message-ID: Hey all, I think it's pretty clear by now that no one on this list uses Nginx (my server of choice). So, I guess I'll try to use Apache instead, using the official setup page: https://docs.bestpractical.com/rt/4.4.1/web_deployment.html I'm using 4.2.8, but it's the same thing for hosting, I hope. Anyway, the Nginx section of the above page looked very simple--a configuration, a restart of Nginx, a spawn-fcgi, and you're done. Worse are all the warnings in each subsection of the Apache section. I'm not good enough with Linux to fully grasp what it is they're warning me about, but when Apache, then each subsection of Apache, has caveats and notes, while Nginx has none, I thought I'd take the safer road. If Nginx isn't an option, though, which method for Apache should I use to host the FCGI that RT needs in order to work? Is there a different RT setup/serving page that explains things differently? Thanks in advance. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Sep 1 13:36:00 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 1 Sep 2016 12:36:00 -0500 Subject: [rt-users] Best web server for RT4? In-Reply-To: References: Message-ID: <20160901173600.GU4950@aart.rice.edu> On Thu, Sep 01, 2016 at 01:23:23PM -0400, Alex Hall wrote: > Hey all, > I think it's pretty clear by now that no one on this list uses Nginx (my > server of choice). So, I guess I'll try to use Apache instead, using the > official setup page: > https://docs.bestpractical.com/rt/4.4.1/web_deployment.html > > I'm using 4.2.8, but it's the same thing for hosting, I hope. Anyway, the > Nginx section of the above page looked very simple--a configuration, a > restart of Nginx, a spawn-fcgi, and you're done. Worse are all the warnings > in each subsection of the Apache section. I'm not good enough with Linux to > fully grasp what it is they're warning me about, but when Apache, then each > subsection of Apache, has caveats and notes, while Nginx has none, I > thought I'd take the safer road. If Nginx isn't an option, though, which > method for Apache should I use to host the FCGI that RT needs in order to > work? Is there a different RT setup/serving page that explains things > differently? Thanks in advance. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com Hi Alex, We use nginx+spawn-fcgi with RT here and it works very well. I think you will need to test each piece of your setup before moving to the next. i.e. Does the standalone server run? Then try it with fcgi. You should also check your RT logs, because if the backend exits, then their will be nothing to talk to. Regards, Ken From ahall at autodist.com Thu Sep 1 14:15:38 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 1 Sep 2016 14:15:38 -0400 Subject: [rt-users] Best web server for RT4? In-Reply-To: <20160901173600.GU4950@aart.rice.edu> References: <20160901173600.GU4950@aart.rice.edu> Message-ID: Thanks for the reminder to check the built-in server first; it's still trying to use SQLite. My config file says to use MySQL, but RT doesn't seem to want to. The error message I get when starting the server says to configure my database connection by visiting the "URL below", but never actually gives me a URL. I've restarted the RT service, but that didn't work. I seem to keep going in circles with RT. I can't get it to run, likely because of it not taking my configuration changes. To apply those changes, I have to restart whatever server it's running on, but to do that, a server has to be running. /var/log/request-tracker4 has no files in it at all, so I can't look there to see if there's a missing piece. I don't know why I'm having so much trouble with what should be a relatively straightforward process; I'm either missing something very obvious, or the Debian package for RT isn't working correctly. Installing with the latest source, though, was a nightmare. Anyway, any thoughts on where to go from here? My configuration file seems to be okay, but RT doesn't want to pick it up. Maybe that's the root of my problem? On Thu, Sep 1, 2016 at 1:36 PM, Kenneth Marshall wrote: > On Thu, Sep 01, 2016 at 01:23:23PM -0400, Alex Hall wrote: > > Hey all, > > I think it's pretty clear by now that no one on this list uses Nginx (my > > server of choice). So, I guess I'll try to use Apache instead, using the > > official setup page: > > https://docs.bestpractical.com/rt/4.4.1/web_deployment.html > > > > I'm using 4.2.8, but it's the same thing for hosting, I hope. Anyway, the > > Nginx section of the above page looked very simple--a configuration, a > > restart of Nginx, a spawn-fcgi, and you're done. Worse are all the > warnings > > in each subsection of the Apache section. I'm not good enough with Linux > to > > fully grasp what it is they're warning me about, but when Apache, then > each > > subsection of Apache, has caveats and notes, while Nginx has none, I > > thought I'd take the safer road. If Nginx isn't an option, though, which > > method for Apache should I use to host the FCGI that RT needs in order to > > work? Is there a different RT setup/serving page that explains things > > differently? Thanks in advance. > > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ahall at autodist.com > > > Hi Alex, > > We use nginx+spawn-fcgi with RT here and it works very well. I think you > will need to test each piece of your setup before moving to the next. i.e. > Does the standalone server run? Then try it with fcgi. You should also > check your RT logs, because if the backend exits, then their will be > nothing > to talk to. > > Regards, > Ken > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Fri Sep 2 01:48:39 2016 From: cloos at netcologne.de (Christian Loos) Date: Fri, 2 Sep 2016 07:48:39 +0200 Subject: [rt-users] Best web server for RT4? In-Reply-To: References: <20160901173600.GU4950@aart.rice.edu> Message-ID: Am 01.09.2016 um 20:15 schrieb Alex Hall: > I'm either missing something very obvious, or the Debian package for RT > isn't working correctly. Installing with the latest source, though, was > a nightmare. First of all, read the docs. Especially the Debian docs, as installing RT as a Debian package works different than install RT from Source, which the Best Practical documentation describes. In Debian the RT config is managed by files under /etc/request-tracker4/RT_SiteConfig.d/. If you change something in one of these files, you have to run the command update-rt-siteconfig, which actually builds the /etc/request-tracker4/RT_SiteConfig.pm file. Did you install the rt4-fcgi package? This will install everything you need for a nginx web deployment. /etc/init.d/rt4-fcgi would then reload the RT configuration. Why was installing from source a nightmare? We actually use RT from source on Debian for years, and it works great. Chris From cloos at netcologne.de Fri Sep 2 01:48:39 2016 From: cloos at netcologne.de (Christian Loos) Date: Fri, 2 Sep 2016 07:48:39 +0200 Subject: [rt-users] Best web server for RT4? In-Reply-To: References: <20160901173600.GU4950@aart.rice.edu> Message-ID: Am 01.09.2016 um 20:15 schrieb Alex Hall: > I'm either missing something very obvious, or the Debian package for RT > isn't working correctly. Installing with the latest source, though, was > a nightmare. First of all, read the docs. Especially the Debian docs, as installing RT as a Debian package works different than install RT from Source, which the Best Practical documentation describes. In Debian the RT config is managed by files under /etc/request-tracker4/RT_SiteConfig.d/. If you change something in one of these files, you have to run the command update-rt-siteconfig, which actually builds the /etc/request-tracker4/RT_SiteConfig.pm file. Did you install the rt4-fcgi package? This will install everything you need for a nginx web deployment. /etc/init.d/rt4-fcgi would then reload the RT configuration. Why was installing from source a nightmare? We actually use RT from source on Debian for years, and it works great. Chris From ahall at autodist.com Fri Sep 2 09:01:38 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 2 Sep 2016 09:01:38 -0400 Subject: [rt-users] Best web server for RT4? In-Reply-To: References: <20160901173600.GU4950@aart.rice.edu> Message-ID: Thanks for the very helpful reply. No, I didn't know about rt4-fcgi, nor the update command. Unfortunately, even after running that command, the stand-alone server still thinks it's supposed to use SQLite3 and the default database name, for some reason. I even restarted the request-tracker4 service. Where are the docs you mentioned? I searched for "request tracker debian", but got only unhelpful results. There's an RT set up for Debian itself; a wikia.com page that is broken, an install guide for RT3.6 that never mentions the rt4-fcgi package, and so on. The package details page for rt4-fcgi itself doesn't seem to give any usage instructions, unless I'm missing them (possible when using a screen reader, though unlikely). Specifically, I'm not sure how to tell it to use 127.0.0.1:8485, or whatever port I set in the RT site file for Nginx. Are there other commands that will be useful? Installing from source got quite confusing. I've never used Perl, so had to configure the CPAN first, and wasn't sure how to answer the questions it asked. Then the make testdeps command didn't work, so I had to manually look through the (very long) list of dependencies, find one that was missing, and try to install it manually. That installation process then got rather confusing, with a few packages not going smoothly at all. Finally, I found there was a pre-built package already made, and the installation for that was a breeze. Of course, I'm now stuck with a stubborn configuration that isn't letting any RT server start, so I suppose it's six of one and a half dozen of the other. Still, I think this odd configuration problem will be much easier to solve. On Fri, Sep 2, 2016 at 1:48 AM, Christian Loos wrote: > Am 01.09.2016 um 20:15 schrieb Alex Hall: > > I'm either missing something very obvious, or the Debian package for RT > > isn't working correctly. Installing with the latest source, though, was > > a nightmare. > > > First of all, read the docs. Especially the Debian docs, as installing > RT as a Debian package works different than install RT from Source, > which the Best Practical documentation describes. > > In Debian the RT config is managed by files under > /etc/request-tracker4/RT_SiteConfig.d/. If you change something in one > of these files, you have to run the command update-rt-siteconfig, which > actually builds the /etc/request-tracker4/RT_SiteConfig.pm file. > > Did you install the rt4-fcgi package? > This will install everything you need for a nginx web deployment. > /etc/init.d/rt4-fcgi would then reload the RT configuration. > > Why was installing from source a nightmare? > We actually use RT from source on Debian for years, and it works great. > > Chris > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Fri Sep 2 09:33:25 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Fri, 02 Sep 2016 13:33:25 +0000 Subject: [rt-users] Best web server for RT4? In-Reply-To: References: <20160901173600.GU4950@aart.rice.edu> Message-ID: <6870ad5d56951c975b2b380f3277d15f@mail.greenhills-it.co.uk> Hi, If you decide to retry a source install. You might want to look at using perlbrew to install a stand alone perl and configuring cpanminus as described in the rt_perl documentation below will make life much easier. https://docs.bestpractical.com/rt/4.4.1/rt_perl.html I'm a big fan of Ubuntu/Debian, but always use a source install of RT, with Nginx incidently, works a treat. Best Regards Martin On 2016-09-02 13:01, Alex Hall wrote: > Thanks for the very helpful reply. No, I didn't know about rt4-fcgi, > nor the update command. Unfortunately, even after running that > command, the stand-alone server still thinks it's supposed to use > SQLite3 and the default database name, for some reason. I even > restarted the request-tracker4 service. > > Where are the docs you mentioned? I searched for "request tracker > debian", but got only unhelpful results. There's an RT set up for > Debian itself; a wikia.com [1] page that is broken, an install guide > for RT3.6 that never mentions the rt4-fcgi package, and so on. The > package details page for rt4-fcgi itself doesn't seem to give any > usage instructions, unless I'm missing them (possible when using a > screen reader, though unlikely). Specifically, I'm not sure how to > tell it to use 127.0.0.1:8485 [2], or whatever port I set in the RT > site file for Nginx. Are there other commands that will be useful? > > Installing from source got quite confusing. I've never used Perl, so > had to configure the CPAN first, and wasn't sure how to answer the > questions it asked. Then the make testdeps command didn't work, so I > had to manually look through the (very long) list of dependencies, > find one that was missing, and try to install it manually. That > installation process then got rather confusing, with a few packages > not going smoothly at all. Finally, I found there was a pre-built > package already made, and the installation for that was a breeze. Of > course, I'm now stuck with a stubborn configuration that isn't letting > any RT server start, so I suppose it's six of one and a half dozen of > the other. Still, I think this odd configuration problem will be much > easier to solve. > > On Fri, Sep 2, 2016 at 1:48 AM, Christian Loos > wrote: > >> Am 01.09.2016 um 20:15 schrieb Alex Hall: >>> I'm either missing something very obvious, or the Debian package >> for RT >>> isn't working correctly. Installing with the latest source, >> though, was >>> a nightmare. >> >> First of all, read the docs. Especially the Debian docs, as >> installing >> RT as a Debian package works different than install RT from Source, >> which the Best Practical documentation describes. >> >> In Debian the RT config is managed by files under >> /etc/request-tracker4/RT_SiteConfig.d/. If you change something in >> one >> of these files, you have to run the command update-rt-siteconfig, >> which >> actually builds the /etc/request-tracker4/RT_SiteConfig.pm file. >> >> Did you install the rt4-fcgi package? >> This will install everything you need for a nginx web deployment. >> /etc/init.d/rt4-fcgi would then reload the RT configuration. >> >> Why was installing from source a nightmare? >> We actually use RT from source on Debian for years, and it works >> great. >> >> Chris > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > Links: > ------ > [1] http://wikia.com > [2] http://127.0.0.1:8485 > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From rnikolaou at odysseyconsultants.com Fri Sep 2 09:43:08 2016 From: rnikolaou at odysseyconsultants.com (Renos Nikolaou) Date: Fri, 2 Sep 2016 13:43:08 +0000 Subject: [rt-users] Two emails assigned to the same queue Message-ID: <030e7b79078b4a4da1b7bcc92b9af8fd@odysseyconsultants.com> Hello all, I would like to know if it?s possible to have two email addresses assigned to the same queue ? For example, when a user send an email either to user1 at domain.com or user2 at domain.com a ticket will be created in the same QUEUE. I created a queue and on the Reply Address field i used (, | ;) between the two emails (Ex. user1 at domain.com,user2 at domain.com ) ,but the following notice occurred: "RTAddressRegexp option in the config doesn't match user1 at domain.com,user2 at domain.com" Could you please advise ? Thank you!, [cid:image46c585.PNG at 61ef6b80.4ebff3fd] [cid:imagea61219.PNG at ab77fb2d.42b8d747] Renos Nikolaou Escalation Engineer [cid:image9a328f.PNG at bbcd2ee8.459f0e33] rnikolaou at odysseyconsultants.com [cid:image6fd665.PNG at bcf8ab2f.48b527f8] Extension: # 153 [cid:image9f56e6.PNG at 46d17a73.48a963df] 1, Lefkos Anastasiades Street, 3rd Floor, 2012 Strovolos, Nicosia Tel.: +357 22463600 [cid:image8b1268.PNG at 01a5fede.46abcdcc] This e-mail contains proprietary information some or all of which may be legally privileged. It is for the intended recipient only. If an addressing or transmission error has misdirected this e-mail, please notify the author by replying to this e-mail. If you are not the intended recipient you must not use, disclose, distribute, copy, print or rely on this e-mail. The content of this email may contain private views and opinions, which do not constitute formal disclosure or commitment unless specifically stated. [cid:imageb0f6af.PNG at ec90f691.46abbe54] [cid:image1503f3.PNG at f3745b61.4f9ff46d] [cid:imageafb8a6.PNG at 6429d122.439df0ce] [cid:image4e0085.PNG at 1c1af61f.4294a42f] [cid:image3f7048.JPG at 900249a0.41adbc6f] [cid:image24a8fe.JPG at b6c3918d.4ca113e7] [cid:imageac7964.JPG at 7fbc326c.47972e49] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: image24a8fe.JPG Type: image/jpeg Size: 2066 bytes Desc: image24a8fe.JPG URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: imageac7964.JPG Type: image/jpeg Size: 2195 bytes Desc: imageac7964.JPG URL: From Albert.Shih at obspm.fr Fri Sep 2 10:08:59 2016 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 2 Sep 2016 16:08:59 +0200 Subject: [rt-users] Bug about subject in utf-8 In-Reply-To: <20160901013953.68f40e7a@thraddash.chmrr.net> References: <20160831211228.fvadk2pm4awnn6ep@pcjas.obspm.fr> <20160831234107.2d029d12@thraddash.chmrr.net> <20160901074259.gskcyqsxwq2fcto4@pcjas.obspm.fr> <20160901013953.68f40e7a@thraddash.chmrr.net> Message-ID: <20160902140859.nslauh4mdkueqror@pcjas.obspm.fr> Le 01/09/2016 ? 01:39:53-0700, Alex Vandiver a ?crit > > And indeed, this does point to an RT bug. Namely, for historical and > bad reasons, RT doesn't use the standard MIME-words decoding library, > which would produce: > > > perl -MEncode -lE 'print Encode::encode("utf8", > > Encode::decode("MIME-header", > > "=?utf-8?q?Re=3A?==?utf-8?q?_=5BInfo?= Obspm =?utf-8?q?#31684=5D?= Bonjour =?utf-8?q?=C3=A0?= vous"))' > > > > Re: [Info Obspm #31684] Bonjour ? vous > > Instead, it rolls its own, and gets it wrong: > > > perl -Ilib -MRT=-init -le 'print RT::I18N::DecodeMIMEWordsToUTF8( > > "=?utf-8?q?Re=3A?==?utf-8?q?_=5BInfo?= Obspm =?utf-8?q?#31684=5D?= Bonjour =?utf-8?q?=C3=A0?= vous","Subject")' > > > > Re: [Info Obspm#31684] Bonjour? vous > > Specifically, it removes spaces before the second and later > encoded-words, due to > https://github.com/bestpractical/rt/blob/stable/lib/RT/I18N.pm#L445 > > This looks to be a bug. I've pushed 4.2/encoded-word-spaces to > address it; if you'd like to test the fix locally, you can apply > https://github.com/bestpractical/rt/commit/bdd6bd96 . Ok I just apply this fix, and everything seem to work nice. Big thanks for the help. > > Thanks for the more complete bug report. No thank you... Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: ven 2 sep 2016 16:05:55 CEST From thomas.oddsund at usit.uio.no Fri Sep 2 11:04:44 2016 From: thomas.oddsund at usit.uio.no (Thomas Oddsund) Date: Fri, 2 Sep 2016 15:04:44 +0000 Subject: [rt-users] Conversation grouping by ticket in Outlook / Thread-Index & Thread-Topic In-Reply-To: References: Message-ID: <1472828685060.54115@usit.uio.no> Hello, You can set headers in mail, just add them at the top of your template used for sending, so something like this: --- Start of template --- thread-topic: [rt.example.com #{$Ticket->id}] {$Ticket->Subject} thread-index: *However you choose to set it* {$Transaction->Content()} --- End of template --- Also, keep whatever other headers you have. The easiest would be to just add them at the top of the template and keep the existing lines. How you set the thread-index variable however, that I can't help you with. Med vennlig hilsen, Thomas Oddsund SDS/USIT ________________________________ Fra: rt-users p? vegne av L B Sendt: 31. august 2016 15:10 Til: rt-users Emne: [rt-users] Conversation grouping by ticket in Outlook / Thread-Index & Thread-Topic Hi, Can RT send the Thread-Index & Thread-Topic fields as email headers? They are used for grouping conversations in Outlook and avoid seeing each emails of a same ticket in single conversations. I saw here some email dumps with these fields: http://lists.bestpractical.com/pipermail/rt-devel/2008-November/010323.html [...] Content-Transfer-Encoding: base64 thread-topic: [rt.example.com #1234] Bitte um R?ckruf am Mittwoch thread-index: AclI3xNq4KwWEYT8QX+ziU8EtI/A4g== MIME-Version: 1.0 (iPhone Mail 5F136) [...] but I couldn't find anything in RT Core or plugins/extensions to do this. Am I missing something? Thanks! -- L.B. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Sep 2 15:15:40 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 2 Sep 2016 15:15:40 -0400 Subject: [rt-users] Using rt4-fcgi with RT on Debian? Message-ID: Hi all, I thought I'd start a new thread for this, since the question got asked in a thread that didn't specifically relate to FCGI. I was told by one list member to install the rt4-fcgi package to help serve RT on Debian through Nginx. I've done so, but am not sure how to get it working or what commands, if any, are available. I have the 'rt' site in Nginx set to use 127.0.0.1:8485, and that works initially if I use spawn-fcgi. However, I then run into the problem I had last week, where Firefox says the page isn't redirecting properly. The message is: The page isn?t redirecting properly Firefox has detected that the server is redirecting the request for this address in a way that will never complete. The initial page works correctly, but I get the above as soon as I log in. If I run the useful command I just found, tail -f /var/log/messages, I see only come configuration problems from an hour before when I most recently tried to access the site. The Nginx error log for RT is empty, and the access log shows only the failed attempts I made earlier in the day. I have a feeling that my changes to the name, location, and other settings just haven't taken effect yet. In trying to restart the server to get these configuration changes to register, though, I run into the small problem that I have no idea how to restart it. I'm still using spawn-fcgi because it's the only way I know to get the site working; how would I use rt4-fcgi instead? Once I have it running, how would I restart it? Change the port? If anyone has suggestions, I'd appreciate them. I know all this stuff must seem painfully obvious and simple to most everyone, but documentation on rt4-fcgi is nowhere to be found, so I'm not sure where else to ask. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Sep 2 15:43:37 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 2 Sep 2016 15:43:37 -0400 Subject: [rt-users] Using rt4-fcgi with RT on Debian? In-Reply-To: References: Message-ID: Just a quick update: I added Set(WebPort , 8485); to my configuration, killed the FCGI server, re-spawned it, and the error I was getting when trying to log in went away. I'd still like to know how to use rt4-fcgi, to avoid having to use kill and spawn-fcgi just to apply a configuration update, but at least I can log in and start configuring RT for use. On Fri, Sep 2, 2016 at 3:15 PM, Alex Hall wrote: > Hi all, > I thought I'd start a new thread for this, since the question got asked in > a thread that didn't specifically relate to FCGI. I was told by one list > member to install the rt4-fcgi package to help serve RT on Debian through > Nginx. I've done so, but am not sure how to get it working or what > commands, if any, are available. > > I have the 'rt' site in Nginx set to use 127.0.0.1:8485, and that works > initially if I use spawn-fcgi. However, I then run into the problem I had > last week, where Firefox says the page isn't redirecting properly. The > message is: > > The page isn?t redirecting properly > Firefox has detected that the server is redirecting the request for this > address in a way that will never complete. > > The initial page works correctly, but I get the above as soon as I log in. > If I run the useful command I just found, tail -f /var/log/messages, I see > only come configuration problems from an hour before when I most recently > tried to access the site. The Nginx error log for RT is empty, and the > access log shows only the failed attempts I made earlier in the day. > > I have a feeling that my changes to the name, location, and other settings > just haven't taken effect yet. In trying to restart the server to get these > configuration changes to register, though, I run into the small problem > that I have no idea how to restart it. I'm still using spawn-fcgi because > it's the only way I know to get the site working; how would I use rt4-fcgi > instead? Once I have it running, how would I restart it? Change the port? > If anyone has suggestions, I'd appreciate them. I know all this stuff must > seem painfully obvious and simple to most everyone, but documentation on > rt4-fcgi is nowhere to be found, so I'm not sure where else to ask. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Sep 2 15:47:58 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 2 Sep 2016 14:47:58 -0500 Subject: [rt-users] Using rt4-fcgi with RT on Debian? In-Reply-To: References: Message-ID: Hi Alex, [I see you replied since I started this email.] Some comments inline, but first let me say: I've used Debian for a long time. I've also used RT for a while - both installed via the deb packages and installed from source. With either route, it is pretty painless. For installing from source, all the perl dependencies are available for RT 4.4.1 in jessie, jessie backports, and stretch repositories. jessie backports libencode-perl stretch libdata-page-pageset-perl libhtml-formattext-withlinks-andtables-perl Here is the list of dependency packages: libterm-readkey-perl libregexp-common-net-cidr-perl libencode-perl starlet libtext-wikiformat-perl libtime-parsedate-perl libuniversal-require-perl libtree-simple-perl libdata-page-pageset-perl libdatetime-perl libmodule-versions-report-perl libipc-run3-perl libdata-guid-perl libemail-address-list-perl liblocale-maketext-fuzzy-perl libxml-rss-perl libhtml-mason-psgihandler-perl libtext-wrapper-perl libhtml-mason-perl libdata-ical-perl libhtml-scrubber-perl librole-basic-perl libdatetime-format-natural-perl libsymbol-global-name-perl libscope-upper-perl liblocale-maketext-lexicon-perl libdbix-searchbuilder-perl libhtml-quoted-perl libconvert-color-perl libdate-extract-perl libjson-perl libtext-quoted-perl libcss-squish-perl libhtml-rewriteattributes-perl libhtml-formattext-withlinks-andtables-perl libtext-password-pronounceable-perl libapache-session-perl libbusiness-hours-perl libmime-tools-perl libregexp-ipv6-perl libnet-cidr-perl libdate-manip-perl libcrypt-eksblowfish-perl libgd-graph-perl libperlio-eol-perl libgnupg-interface-perl libipc-run-perl libgraphviz-perl libcrypt-x509-perl libstring-shellquote-perl libcrypt-ssleay-perl libcss-minifier-xs-perl libjavascript-minifier-xs-perl You'll want to pin the preferences for those other repositories like so: % head -n -0 /etc/apt/preferences.d/* ==> /etc/apt/preferences.d/100_request_tracker_4_4_packages_from_jessie_backports <== Package: libencode-perl Pin: release n=jessie-backports Pin-Priority: 995 ==> /etc/apt/preferences.d/200_request_tracker_4_4_packages_from_stretch <== Package: libdata-page-pageset-perl Pin: release n=stretch Pin-Priority: 995 Package: libhtml-formattext-withlinks-andtables-perl Pin: release n=stretch Pin-Priority: 995 ==> /etc/apt/preferences.d/500_stretch_pinning <== Package: * Pin: release n=stretch Pin-Priority: 90 And lastly, when installing (from source) you'll need to tweak a line in the rt-test-dependencies file: rt-4.4.1/sbin/rt-test-dependencies remove this line: % grep Mozilla rt-4.4.1/sbin/rt-test-dependencies Mozilla::CA That perl module is covered by a Debian package by a different name. Here is the configure I use. Very similar to the Debian package configure: ./configure --enable-graphviz --enable-gd --enable-gpg --with-rt-group=root --with-web-user=www-data --with-web-group=www-data --with-web-handler=fastcgi --with-libs-group=root --with-db-type=Pg --with-db-dba=postgres You'll want to change the web-handler to fcgi. That is the gist of installing from source. On Fri, Sep 2, 2016 at 2:15 PM, Alex Hall wrote: > Hi all, > I thought I'd start a new thread for this, since the question got asked in a > thread that didn't specifically relate to FCGI. I was told by one list > member to install the rt4-fcgi package to help serve RT on Debian through > Nginx. I've done so, but am not sure how to get it working or what commands, > if any, are available. > > I have the 'rt' site in Nginx set to use 127.0.0.1:8485, and that works > initially if I use spawn-fcgi. However, I then run into the problem I had > last week, where Firefox says the page isn't redirecting properly. The > message is: > The page isn?t redirecting properly > Firefox has detected that the server is redirecting the request for this > address in a way that will never complete. Look at the HTTP headers and see what is exactly happening. Use Firebug, or LiveHTTPHeaders, or the developer tools in Chrom(e|ium). > The initial page works correctly, but I get the above as soon as I log in. > If I run the useful command I just found, tail -f /var/log/messages, I see > only come configuration problems from an hour before when I most recently > tried to access the site. The Nginx error log for RT is empty, and the > access log shows only the failed attempts I made earlier in the day. Sure. It sounds like nginx doesn't actually serve anything, thus nothing to log. Perhaps tweak logging for nginx. > I have a feeling that my changes to the name, location, and other settings > just haven't taken effect yet. >From your reply it sounds like you are on the right track. Cheers! -m From ahall at autodist.com Fri Sep 2 16:36:44 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 2 Sep 2016 16:36:44 -0400 Subject: [rt-users] Making another user a full admin? Message-ID: Hi all, I want to make my boss the other admin in RT (I'm still logged in as root, so wouldn't mind making myself a real account that's also an admin). I'm in the user rights area, and can allow users to do things, but how do I make a given user a full system admin? Not a queue admin, but rather at the same level as the root account? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Sep 2 16:48:46 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 2 Sep 2016 15:48:46 -0500 Subject: [rt-users] Making another user a full admin? In-Reply-To: References: Message-ID: On Fri, Sep 2, 2016 at 3:36 PM, Alex Hall wrote: > Hi all, > I want to make my boss the other admin in RT (I'm still logged in as root, > so wouldn't mind making myself a real account that's also an admin). I'm in > the user rights area, and can allow users to do things, but how do I make a > given user a full system admin? Not a queue admin, but rather at the same > level as the root account? Thanks. Create a group - call it Admin or something similar. Make your (new) account and your boss' account both members of that group. Then give the group global superuser rights. Admin -> Global -> Group Rights Check the "Do anything and everything" (Superuser) checkbox. Save changes. -m From ahall at autodist.com Fri Sep 2 16:51:09 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 2 Sep 2016 16:51:09 -0400 Subject: [rt-users] Odd behavior when arrowing through navigation menu Message-ID: Hello all, I mentioned before that I use a screen reader on all my computers. I've noticed something strange today while starting to set up RT: things expand if I arrow down past them, but not up. For instance, there's a six-item menu of links on every page--home, search, articles, tools, etc. If I arrow up this menu, NVDA announces only the six links. However, If I reverse direction and try to arrow through the menu moving down, each of the six links expands and puts another list below it, with related items. First, I'm wondering if the developers could update this menu so that these links are exposed as menus, or whatever they are, properly. Second, I'm hoping there's a way they can make it so that arrowing in *either* direction doesn't expand anything, and only space, enter, or a click will do that. Is there anything simple I could do locally to make that happen somehow? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Sep 2 17:18:30 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 2 Sep 2016 17:18:30 -0400 Subject: [rt-users] Making another user a full admin? In-Reply-To: References: Message-ID: Thanks, I've done it. My only question is, given that the checkbox was in the 'admin' tab of that page, do the members of the group have to be admins in some other way before the privileges kick in? The way the page is set up, it makes it sound like you can grant rights to everyone, staff, and admins, as though admins were a separate type of user like privileged versus non-priveleged users? On Fri, Sep 2, 2016 at 4:48 PM, Matt Zagrabelny wrote: > On Fri, Sep 2, 2016 at 3:36 PM, Alex Hall wrote: > > Hi all, > > I want to make my boss the other admin in RT (I'm still logged in as > root, > > so wouldn't mind making myself a real account that's also an admin). I'm > in > > the user rights area, and can allow users to do things, but how do I > make a > > given user a full system admin? Not a queue admin, but rather at the same > > level as the root account? Thanks. > > Create a group - call it Admin or something similar. Make your (new) > account and your boss' account both members of that group. Then give > the group global superuser rights. > > Admin -> Global -> Group Rights > > Check the "Do anything and everything" (Superuser) checkbox. Save changes. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Sep 2 17:49:24 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 2 Sep 2016 16:49:24 -0500 Subject: [rt-users] Making another user a full admin? In-Reply-To: References: Message-ID: On Fri, Sep 2, 2016 at 4:18 PM, Alex Hall wrote: > Thanks, I've done it. My only question is, given that the checkbox was in > the 'admin' tab of that page, do the members of the group have to be admins > in some other way before the privileges kick in? Nope. They just need to be group members of the group that you are granting that right to. The "Admin" tab of that page just means "administrative-esque rights". The way the page is set up, > it makes it sound like you can grant rights to everyone, staff, and admins, > as though admins were a separate type of user like privileged versus > non-priveleged users? You can grant rights to a variety of groups - some are predefined meta groups and some are custom created groups. This is where you would grant rights globally for groups. -m From woody at wildthingsafaris.com Sat Sep 3 01:18:18 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Sat, 3 Sep 2016 08:18:18 +0300 Subject: [rt-users] get list of dashboards Message-ID: Hi all, I'm trying to redirect the login page to the first dashboard in the user's home menu. I've put the callback in autohandler/SuccessfulLogin and if i set $dashid manually it redirects correctly. I've tried two ways of getting the dashboard list copied from the codebase in Elements/ShowDashboards or ElemantsListOfDashboards and while the callback runs ok, clearly $dashboards does not contain any dashboards! cheers <%INIT> use RT::Dashboards; #my $sys = RT::System->new( $session{'CurrentUser'} ); #my $dashboards = RT::Dashboards->new( $RT::SystemUser ); #$dashboards->LimitToPrivacy('RT::System-' . $sys->id); my $dashboards=RT::Dashboards->new($session{'CurrentUser'}); my $dashboard=$dashboards->Next; my $dashid=$dashboard->Id; #my $dashid=12; $$RedirectTo="/Dashboards/$dashid"; <%ARGS> $RedirectTo => undef -- ----------------------- 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 ahall at autodist.com Sat Sep 3 19:34:02 2016 From: ahall at autodist.com (Alex Hall) Date: Sat, 3 Sep 2016 19:34:02 -0400 Subject: [rt-users] Ading users to queues? Message-ID: Hello list, I'm in the process of setting up RT for testing in the company I work for. I get groups and users now, and I know what queues are for. What I can't find is how to add users to queues. Memberships for a user only includes groups. As I understand it, a queue is a logical grouping of tickets by topic. We might have an IT queue, a customer service queue, a graphics design queue, and so on. That way, users can open tickets for a given queue, and those in that queue would be notified and could act on the ticket. That's where I'm stuck, though: how do I get users to be part of queues, so they get ticket notifications and access? Or, like making users admins, am I thinking about this the wrong way round? Thanks! -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Sun Sep 4 03:48:50 2016 From: jvdwege at xs4all.nl (Joop) Date: Sun, 4 Sep 2016 09:48:50 +0200 Subject: [rt-users] Ading users to queues? In-Reply-To: References: Message-ID: <57CBD1E2.8030503@xs4all.nl> On 4-9-2016 1:34, Alex Hall wrote: > Hello list, > I'm in the process of setting up RT for testing in the company I work > for. I get groups and users now, and I know what queues are for. What > I can't find is how to add users to queues. Memberships for a user > only includes groups. > > As I understand it, a queue is a logical grouping of tickets by topic. > We might have an IT queue, a customer service queue, a graphics design > queue, and so on. That way, users can open tickets for a given queue, > and those in that queue would be notified and could act on the ticket. > That's where I'm stuck, though: how do I get users to be part of > queues, so they get ticket notifications and access? Or, like making > users admins, am I thinking about this the wrong way round? Thanks! You can add groups on a queue level of global. On a queue level you can only add a subset of rights of that of a global group but the way you add groups is the same. Goto Admin/Queues and select a queue, goto the group rights tab and when the page with rights appear you can ADD GROUP on the bottom left. Start typing a new name to add a ne group and assign right to that group from the 3 tabs on the left. Put some users into that group and they should only be able to do what has been assign to that queue. Watch out for rights you add globally to predefined groups. If you add SuperUser to Everyone you can't revoke that right on a lower level!. The way I test is either by using the extension BecomeUser or to have two browsers open, one with the admin interface and one with a user in the groups I'm doing admin on. Refreshing the page in the latter is enough to see the effect of rights added or removed in the admin one. You can use the groups to make them watchers on a queue and then they will receive email. What probably will work is to have two sets of groups, one for notifications and one for access, like IT_Admin_Access vs IT_Admin_Notif. I have gone for the single group variant. I have partitioned access/notification mostly into 3 parts, _Admin, _User, _Extern, so for a queue of IT I have 3 groups: * IT_Admin contains the people who can do almost anything in this queue, add/remove people, rights, except system rights etc * IT_User contains the people doing the actual work on tickets, so they can change their on dashboards/searches/profile etc * IT_Extern contains the few people outside of our org that need access to the tickets their org has made and where SelfService isn't enough, they see for example no comments, no tickets in other queues, can't change much You can add rights to these 3 groups on 3 different levels: Global, Queue and Group level then add then to the queue under Group Rights and under Watchers where I add the _Admin and _User as AdminCC's and the _Extern as CC roles so that the external orgs don't see our internal (Comment) communication. Hope this clears things up, a little. If not let us know and we'll try to help. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Sun Sep 4 08:41:02 2016 From: ahall at autodist.com (Alex Hall) Date: Sun, 4 Sep 2016 08:41:02 -0400 Subject: [rt-users] Ading users to queues? In-Reply-To: <57CBD1E2.8030503@xs4all.nl> References: <57CBD1E2.8030503@xs4all.nl> Message-ID: Okay, I think I get it. Users themselves are never added to queues. Instead, much like making users admins, you create groups with the privieleges you want on a given queue, then add users to those groups. We have a guy in Graphics who also does technology work. I'd create a Graphics queue and an IT queue, then a graphics_admin group, a graphics_staff group, an it_admin group, and an it_staff group, setting permissions as appropriate. Finally, I'd add this guy to both graphics_staff and it_staff, thus making him a member of both queues. Hopefully I have this right, because it make a lot of sense. On Sun, Sep 4, 2016 at 3:48 AM, Joop wrote: > On 4-9-2016 1:34, Alex Hall wrote: > > Hello list, > I'm in the process of setting up RT for testing in the company I work for. > I get groups and users now, and I know what queues are for. What I can't > find is how to add users to queues. Memberships for a user only includes > groups. > > As I understand it, a queue is a logical grouping of tickets by topic. We > might have an IT queue, a customer service queue, a graphics design queue, > and so on. That way, users can open tickets for a given queue, and those in > that queue would be notified and could act on the ticket. That's where I'm > stuck, though: how do I get users to be part of queues, so they get ticket > notifications and access? Or, like making users admins, am I thinking about > this the wrong way round? Thanks! > > You can add groups on a queue level of global. On a queue level you can > only add a subset of rights of that of a global group but the way you add > groups is the same. > Goto Admin/Queues and select a queue, goto the group rights tab and when > the page with rights appear you can ADD GROUP on the bottom left. Start > typing a new name to add a ne group and assign right to that group from the > 3 tabs on the left. Put some users into that group and they should only be > able to do what has been assign to that queue. > Watch out for rights you add globally to predefined groups. If you add > SuperUser to Everyone you can't revoke that right on a lower level!. > The way I test is either by using the extension BecomeUser or to have two > browsers open, one with the admin interface and one with a user in the > groups I'm doing admin on. Refreshing the page in the latter is enough to > see the effect of rights added or removed in the admin one. > > You can use the groups to make them watchers on a queue and then they will > receive email. What probably will work is to have two sets of groups, one > for notifications and one for access, like IT_Admin_Access vs > IT_Admin_Notif. I have gone for the single group variant. > I have partitioned access/notification mostly into 3 parts, _Admin, _User, > _Extern, so for a queue of IT I have 3 groups: > > - IT_Admin contains the people who can do almost anything in this > queue, add/remove people, rights, except system rights etc > - IT_User contains the people doing the actual work on tickets, so > they can change their on dashboards/searches/profile etc > - IT_Extern contains the few people outside of our org that need > access to the tickets their org has made and where SelfService isn't > enough, they see for example no comments, no tickets in other queues, can't > change much > > > You can add rights to these 3 groups on 3 different levels: Global, Queue > and Group level then add then to the queue under Group Rights and under > Watchers where I add the _Admin and _User as AdminCC's and the _Extern as > CC roles so that the external orgs don't see our internal (Comment) > communication. > > Hope this clears things up, a little. If not let us know and we'll try to > help. > > Joop > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Sun Sep 4 10:30:22 2016 From: ahall at autodist.com (Alex Hall) Date: Sun, 4 Sep 2016 10:30:22 -0400 Subject: [rt-users] Best setup for using RT with Gmail? Message-ID: <118EA570-9F8D-4B84-A400-7079A3834BF0@autodist.com> Hi list, I've never set up or run a mail server before, but I need to get email working with RT. We use Gmail Apps at work, so everyone has an email address. Right now, tickets at domain.com is our ticket one, and I'll use tickets+queueName at domain.com for email ticket creation. What I'm wondering is which is the best mail server to use on the Debian 8 server that hosts RT? FastMail seems popular, but will it be best suited to Gmail, which requires encryption? Is there a better one? Any other notes on doing this I should know? Thanks in advance. Sent from my iPhone -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Sun Sep 4 11:18:08 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Sun, 4 Sep 2016 10:18:08 -0500 Subject: [rt-users] Ading users to queues? In-Reply-To: References: <57CBD1E2.8030503@xs4all.nl> Message-ID: On Sun, Sep 4, 2016 at 7:41 AM, Alex Hall wrote: > Okay, I think I get it. Users themselves are never added to queues. You *could* add users to queues, or grant users rights. However, you never *should*. Always abstract through a group. -m From chrisis at bosberaad.com Sun Sep 4 18:01:22 2016 From: chrisis at bosberaad.com (Chris McClement) Date: Sun, 04 Sep 2016 22:01:22 +0000 Subject: [rt-users] Two emails assigned to the same queue In-Reply-To: <030e7b79078b4a4da1b7bcc92b9af8fd@odysseyconsultants.com> References: <030e7b79078b4a4da1b7bcc92b9af8fd@odysseyconsultants.com> Message-ID: The short answer is: yes. Sending email to a queue is configured using the RT's mail gateway in combination with standard linux utilities like fetchmail or getmail. The basic workflow is: mail sent to queue mailbox -> getmail collects from mailbox -> getmail hands new emails to rt-mailgate -> rt-mailgate creates ticket in queue For multiple addresses to send to the same queue, you simply configure multiple mailboxes, and tell getmail to collect from them all, handing over to rt-mailgate that is configured to insert into the same queue. Note that the above does not depend on the "Reply Address" or "Comment address" in the GUI queue configuration form for the email address to be used. The email addresses in those fields, as far as I understand it, are used by your Privileged users to insert correspondence or comments into tickets. Someone with more experience might want to correct or confirm that. On Sat, 3 Sep 2016 at 01:43 Renos Nikolaou wrote: > Hello all, > > > > I would like to know if it?s possible to have two email addresses assigned > to the same queue ? > > For example, when a user send an email either to user1 at domain.com or > user2 at domain.com a ticket will be created in the same QUEUE. > > > > I created a queue and on the Reply Address field i used (, | ;) between > the two emails (Ex. user1 at domain.com,user2 at domain.com ) ,but the > following notice occurred: > > "RTAddressRegexp option in the config doesn't match user1 at domain.com, > user2 at domain.com" > > > > Could you please advise ? > > > > Thank you!, > > > Renos Nikolaou > Escalation Engineer > rnikolaou at odysseyconsultants.com > Extension: # 153 > 1, Lefkos Anastasiades Street, 3rd Floor, 2012 Strovolos, Nicosia *Tel.:* > +357 22463600 > > > This e-mail contains proprietary information some or all of which may be > legally privileged. It is for the intended recipient only. If an addressing > or transmission error has misdirected this e-mail, please notify the author > by replying to this e-mail. If you are not the intended recipient you must > not use, disclose, distribute, copy, print or rely on this e-mail. The > content of this email may contain private views and opinions, which do not > constitute formal disclosure or commitment unless specifically stated. > > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image9da677.PNG Type: image/png Size: 725 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: imageac7964.JPG Type: image/jpeg Size: 2195 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image6fd665.PNG Type: image/png Size: 457 bytes Desc: not available URL: From chrisis at bosberaad.com Sun Sep 4 18:09:53 2016 From: chrisis at bosberaad.com (Chris McClement) Date: Sun, 04 Sep 2016 22:09:53 +0000 Subject: [rt-users] Best setup for using RT with Gmail? In-Reply-To: <118EA570-9F8D-4B84-A400-7079A3834BF0@autodist.com> References: <118EA570-9F8D-4B84-A400-7079A3834BF0@autodist.com> Message-ID: You don't need to setup your own mail server, you can just use Gmail. There are two components to it: - sending mail via gmail from RT - fetching mail from gmail and inserting it into RT queues For sending mail via gmail from RT, start here: http://serverfault.com/questions/204216/how-to-make-request-tracker-use-an-external-smtp-mail-server. The answer to that thread links to how-tos. For fetching mail and inserting it into RT queues, you first need to install either fetchmail or getmail (I use getmail), configure it to collect mail from the gmail inbox allocated to the queue, and then hand off mail it collects to rt-mailgate. rt-mailgate's arguments direct mail to the relevant queues. On Mon, 5 Sep 2016 at 02:30 Alex Hall wrote: > Hi list, > I've never set up or run a mail server before, but I need to get email > working with RT. We use Gmail Apps at work, so everyone has an email > address. Right now, tickets at domain.com is our ticket one, and I'll use > tickets+queueName at domain.com for email ticket creation. > > What I'm wondering is which is the best mail server to use on the Debian 8 > server that hosts RT? FastMail seems popular, but will it be best suited to > Gmail, which requires encryption? Is there a better one? Any other notes on > doing this I should know? Thanks in advance. > > Sent from my iPhone > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Sep 5 13:52:08 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 5 Sep 2016 13:52:08 -0400 Subject: [rt-users] Best setup for using RT with Gmail? In-Reply-To: References: <118EA570-9F8D-4B84-A400-7079A3834BF0@autodist.com> Message-ID: Thanks for the answers. I'm happy, and a bit surprised, to say that I have my test RT instance sending out emails on ticket creation/activity using postfix. It's not a GUI like OSTicket is, but this took far less time to get working. Indeed, the more I use RT, the happier I am that I switched to it. Anyway, I have a fetchmail question. I have to make the configuration file for fetchmail, which I've done successfully. Testing with that file, fetchmail works. I got the file syntax/setup from here: https://help.ubuntu.com/community/GmailPostfixFetchmail However, the RT fetchmailrc file the wiki says to use looks very, very different: https://rt-wiki.bestpractical.com/wiki/Fetchmail For one thing, there's no interval, so how does fetchmail know to poll every few minutes? Do I call fetchmail /path/to/myfetchmailrc as a cron job? Second, there seems to be a lot of repetition. For instance, is there any way to store my RT URL and domain as variables, so I could just do username someAddress@$domain url $myURL and so on? This isn't a big deal, but the programmer in me cringes at the re-use of what should be a static string. Thanks in advance. Oh, if there are any reasons to use getmail instead, please let me know. I just found more resources that use fetchmail, and fetchmail doesn't need to be compiled as getmail seems to, so fetchmail won. I'm not at all opposed to switching if I should, though. On Sun, Sep 4, 2016 at 6:09 PM, Chris McClement wrote: > You don't need to setup your own mail server, you can just use Gmail. > There are two components to it: > > - sending mail via gmail from RT > - fetching mail from gmail and inserting it into RT queues > > For sending mail via gmail from RT, start here: http://serverfault.com/ > questions/204216/how-to-make-request-tracker-use-an- > external-smtp-mail-server. The answer to that thread links to how-tos. > > For fetching mail and inserting it into RT queues, you first need to > install either fetchmail or getmail (I use getmail), configure it to > collect mail from the gmail inbox allocated to the queue, and then hand off > mail it collects to rt-mailgate. rt-mailgate's arguments direct mail to the > relevant queues. > > On Mon, 5 Sep 2016 at 02:30 Alex Hall wrote: > >> Hi list, >> I've never set up or run a mail server before, but I need to get email >> working with RT. We use Gmail Apps at work, so everyone has an email >> address. Right now, tickets at domain.com is our ticket one, and I'll use >> tickets+queueName at domain.com for email ticket creation. >> >> What I'm wondering is which is the best mail server to use on the Debian >> 8 server that hosts RT? FastMail seems popular, but will it be best suited >> to Gmail, which requires encryption? Is there a better one? Any other notes >> on doing this I should know? Thanks in advance. >> >> Sent from my iPhone >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Sep 5 15:47:55 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 5 Sep 2016 15:47:55 -0400 Subject: [rt-users] Best setup for using RT with Gmail? In-Reply-To: References: <118EA570-9F8D-4B84-A400-7079A3834BF0@autodist.com> Message-ID: One more follow-up. Now that I have fetchmail working (my cron job question still applies) what do I use for the username? I got "no permission to create tickets in queue 'General'" when I tried to use email creation. Good, because it's picking up emails correctly, but bad, because I'm not sure who lacks the permission. I'm guessing either the user set in the fetchmailrc file, or my email address? If the former, to what do I set the value? If the latter, how do I allow users to create tickets via email automatically? Thanks. On Mon, Sep 5, 2016 at 1:52 PM, Alex Hall wrote: > Thanks for the answers. I'm happy, and a bit surprised, to say that I have > my test RT instance sending out emails on ticket creation/activity using > postfix. It's not a GUI like OSTicket is, but this took far less time to > get working. Indeed, the more I use RT, the happier I am that I switched to > it. > > Anyway, I have a fetchmail question. I have to make the configuration file > for fetchmail, which I've done successfully. Testing with that file, > fetchmail works. I got the file syntax/setup from here: > https://help.ubuntu.com/community/GmailPostfixFetchmail > > However, the RT fetchmailrc file the wiki says to use looks very, very > different: > https://rt-wiki.bestpractical.com/wiki/Fetchmail > > For one thing, there's no interval, so how does fetchmail know to poll > every few minutes? Do I call fetchmail /path/to/myfetchmailrc as a cron job? > > Second, there seems to be a lot of repetition. For instance, is there any > way to store my RT URL and domain as variables, so I could just do > username someAddress@$domain url $myURL > and so on? This isn't a big deal, but the programmer in me cringes at the > re-use of what should be a static string. Thanks in advance. Oh, if there > are any reasons to use getmail instead, please let me know. I just found > more resources that use fetchmail, and fetchmail doesn't need to be > compiled as getmail seems to, so fetchmail won. I'm not at all opposed to > switching if I should, though. > > On Sun, Sep 4, 2016 at 6:09 PM, Chris McClement > wrote: > >> You don't need to setup your own mail server, you can just use Gmail. >> There are two components to it: >> >> - sending mail via gmail from RT >> - fetching mail from gmail and inserting it into RT queues >> >> For sending mail via gmail from RT, start here: http://serverfault.com/q >> uestions/204216/how-to-make-request-tracker-use-an-external- >> smtp-mail-server. The answer to that thread links to how-tos. >> >> For fetching mail and inserting it into RT queues, you first need to >> install either fetchmail or getmail (I use getmail), configure it to >> collect mail from the gmail inbox allocated to the queue, and then hand off >> mail it collects to rt-mailgate. rt-mailgate's arguments direct mail to the >> relevant queues. >> >> On Mon, 5 Sep 2016 at 02:30 Alex Hall wrote: >> >>> Hi list, >>> I've never set up or run a mail server before, but I need to get email >>> working with RT. We use Gmail Apps at work, so everyone has an email >>> address. Right now, tickets at domain.com is our ticket one, and I'll use >>> tickets+queueName at domain.com for email ticket creation. >>> >>> What I'm wondering is which is the best mail server to use on the Debian >>> 8 server that hosts RT? FastMail seems popular, but will it be best suited >>> to Gmail, which requires encryption? Is there a better one? Any other notes >>> on doing this I should know? Thanks in advance. >>> >>> Sent from my iPhone >>> --------- >>> RT 4.4 and RTIR training sessions, and a new workshop day! >>> https://bestpractical.com/training >>> * Boston - October 24-26 >>> * Los Angeles - Q1 2017 >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.schmidt at univie.ac.at Tue Sep 6 02:57:27 2016 From: david.schmidt at univie.ac.at (David Schmidt) Date: Tue, 06 Sep 2016 08:57:27 +0200 Subject: [rt-users] bounce messages Message-ID: Hello list, I took over maintenance of a RT 4.4.0 installation and we are having issues with a plugin (https://github.com/MarkHofstetter/RT-Extension-BounceEmail) that is supposed to bounce messages. Issues: 1) the bounced email has the mail address of the RT installation as sender instead of the ticket requestor. 2) it works with plain text mails but not with text/html mails. any help is appreciated regards david From ahall at autodist.com Tue Sep 6 11:16:14 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 6 Sep 2016 11:16:14 -0400 Subject: [rt-users] How do users/new tickets via email work? Message-ID: Hi all, RT is working well, sending and receiving email, which is wonderful news--thanks again for all the help. What I'm wondering is how emailed tickets work in terms of users. If I email in a ticket from the address I have registered with my RT account, that works fine. I just had a coworker do the same, and it again worked. This coworker, though, has no account at all on RT. What is he now? A user? A ticket holder, but with no permanence in RT aside from that email address? He's not in the list of users, so he must not "officially" exist, but where is he? If I were to go in right now and add him, with that same email address, as a user, would his ticket show as being on behalf of him, the new user? Or would it instead still be on behalf of the email address, separate from the new account? The way our company works, my boss won't want any old user submitting tickets. He wants this to be internal for the most part, so I imagine he'll want me to make it so only registered users can send emails that open tickets. Is there a way to do this? That is, a way to only accept emails where the sender's address is already attached to an active user? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Sep 6 11:31:19 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 6 Sep 2016 10:31:19 -0500 Subject: [rt-users] How do users/new tickets via email work? In-Reply-To: References: Message-ID: Hi Alex, Comments inline. On Tue, Sep 6, 2016 at 10:16 AM, Alex Hall wrote: > Hi all, > RT is working well, sending and receiving email, which is wonderful > news--thanks again for all the help. What I'm wondering is how emailed > tickets work in terms of users. > > If I email in a ticket from the address I have registered with my RT > account, that works fine. I just had a coworker do the same, and it again > worked. This coworker, though, has no account at all on RT. What is he now? Email that comes into RT that has no previously created user associated with the email address is from the special group Everyone. Once they > A user? Sort of. They exist in the users table, but do not have a username - the field in the table is called, "name". A ticket holder, but with no permanence in RT aside from that email > address? They would be the requestor of the ticket. There really isn't a "ticket holder" - just the different roles that are associated with tickets. Requestors, Ccs, AdminCcs, Owner, etc. He's not in the list of users, so he must not "officially" exist, > but where is he? There are different config settings to control what users get displayed with autocomplete. If I were to go in right now and add him, with that same > email address, as a user, would his ticket show as being on behalf of him, > the new user? I don't see evidence in the DB schema, but I believe the email address is unique per user. > The way our company works, my boss won't want any old user submitting > tickets. He wants this to be internal for the most part, so I imagine he'll > want me to make it so only registered users can send emails that open > tickets. Is there a way to do this? Grant rights. There are a few different ways to attack this. Don't grant create ticket (or reply to ticket, or etc.) to Everybody. This will close the loop of unknown users being able to send email to the system and have tickets created and those email addresses show up in the users table. Create users in your system that you want to be able to "do stuff". These would be the employees of the company. Then grant rights to those users. You could make those users privileged and then use the special group Privileged to make life easier. Or leave the users as unprivileged and grant rights to the Unprivileged group. Priv vs Unpriv will dictate what interface (Full UI vs SelfService UI) the users will see via the web interface. Depending on what level of interaction you want the general audience to have will drive whether you make them priv or unpriv. That is, a way to only accept emails > where the sender's address is already attached to an active user? Explained above. -m From ahall at autodist.com Tue Sep 6 11:49:51 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 6 Sep 2016 11:49:51 -0400 Subject: [rt-users] Adding updated ticket details to emails? Message-ID: Hi again all, Another question related to emails came up as we tested RT just now. My coworker emailed in his ticket, and it got created. I went into the website, set myself as the owner, 'rejected' the ticket, and wrote a text reply. I expected him to get an email telling him my reply and all the updates to his ticket; instead, he got an email with only my reply. In general, for our use case, it would be best for emails to include any changes to the status of the ticket in question along with any text written by anyone working on the ticket. For instance, Joe might send a reply saying "I took care of this", but he didn't close the ticket. John gets that email, since he's on the ticket too, and he sees that the status is still 'open' or 'new', so he knows to go in and close it. Or John takes ownership of the ticket, but doesn't write anything. This should still generate a message to Joe showing that John is now the owner. That kind of thing. Is there a setting to enable such information/notifications, or will I have to modify the templates and scripts? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Sep 6 13:18:46 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 6 Sep 2016 12:18:46 -0500 Subject: [rt-users] Adding updated ticket details to emails? In-Reply-To: References: Message-ID: <20160906171846.GM4950@aart.rice.edu> On Tue, Sep 06, 2016 at 11:49:51AM -0400, Alex Hall wrote: > Hi again all, > Another question related to emails came up as we tested RT just now. My > coworker emailed in his ticket, and it got created. I went into the > website, set myself as the owner, 'rejected' the ticket, and wrote a text > reply. I expected him to get an email telling him my reply and all the > updates to his ticket; instead, he got an email with only my reply. > > In general, for our use case, it would be best for emails to include any > changes to the status of the ticket in question along with any text written > by anyone working on the ticket. For instance, Joe might send a reply > saying "I took care of this", but he didn't close the ticket. John gets > that email, since he's on the ticket too, and he sees that the status is > still 'open' or 'new', so he knows to go in and close it. Or John takes > ownership of the ticket, but doesn't write anything. This should still > generate a message to Joe showing that John is now the owner. That kind of > thing. > > Is there a setting to enable such information/notifications, or will I have > to modify the templates and scripts? > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com Hi Alex, You need to update your template to send the information you would like to see. Here is a sample template that should work with a bit of customization: Name: Transaction Description: Default transaction template Content: RT-Attach-Message: yes [{$rtname} #{$Ticket->id()}] was modified by "{$Transaction->CreatorObj->RealName}" <{$Transaction->CreatorObj->EmailAddress}> on {$Transaction->CreatedAsString}: Transaction: {$Transaction->Type}: {$Transaction->Description} New Value: {$Transaction->NewValue} Old Value: {$Transaction->OldValue} Queue: {$Ticket->QueueObj->Name} Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} Owner: {$Ticket->OwnerObj->Name} Requestor(s): {$Ticket->RequestorAddresses} Status: {$Ticket->Status} Created: {$Ticket->CreatedObj->AsString} ({$Ticket->CreatedObj->AgeAsString}) Due: {$Ticket->DueObj->AsString} ({$Ticket->DueObj->AgeAsString}) Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} { if ( !($Transaction->Content() eq 'This transaction appears to have no content') ) { $OUT .= "-=-=-=-=-=- ".$Transaction->Content()."" } } This is for 3.8.x but the principles are the same. Regards, Ken From ahall at autodist.com Tue Sep 6 14:28:07 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 6 Sep 2016 14:28:07 -0400 Subject: [rt-users] Assigning rights to groups for queues Message-ID: Hi all, Sorry for all the questions. Now that the hard part is out of the way, I'm configuring our test RT instance and keep running into little things I don't get. I'm on RT 4.2.8, so some of the below could be bugs that have been fixed in newer versions. I have a Graphics queue, and two groups--graphics_staff and graphics_admins--as some on this list have suggested. I go to the Graphics queue, select group rights, type graphics_admins into the group field, and choose that group. Now I'm editing what rights members of the graphics_admins group have within the graphics queue, right? I check the first box in the list and hit the 'save' button. Now, the first point of confusion: the box remains checked, but the group I'd selected is no longer displayed. What happened: did the group get assigned that right, or did everyone? With no group it looks like the checked box applies to everyone, but that doesn't make sense as I was just editing the rights of a single group. Before that test, I'd selected a group and granted all the standard rights, then hit 'save'. Without thinking, I selected the 'staff' tab and granted most rights there as well, then saved again. It was only after that second save that I realized I hadn't selected the group again. Did I grant the second batch of rights to everyone, or did my group selection persist even though it wasn't shown? I couldn't tell, because of my third question: whether I selected the group or not, no checkboxes were checked. Do these boxes not reflect the current state of their respective rights after you save? How do I view what group has which rights? How do I de-select a group and go back to 'everyone', if group selection disappears but silently persists? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Sep 6 14:41:21 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 6 Sep 2016 13:41:21 -0500 Subject: [rt-users] Assigning rights to groups for queues In-Reply-To: References: Message-ID: On Tue, Sep 6, 2016 at 1:28 PM, Alex Hall wrote: > Hi all, > Sorry for all the questions. Now that the hard part is out of the way, I'm > configuring our test RT instance and keep running into little things I don't > get. I'm on RT 4.2.8, so some of the below could be bugs that have been > fixed in newer versions. > > I have a Graphics queue, and two groups--graphics_staff and > graphics_admins--as some on this list have suggested. I go to the Graphics > queue, select group rights, type graphics_admins into the group field, and > choose that group. Now I'm editing what rights members of the > graphics_admins group have within the graphics queue, right? Correct. > > I check the first box in the list and hit the 'save' button. Now, the first > point of confusion: the box remains checked, but the group I'd selected is > no longer displayed. See attached image. I typed pnteam into the "add group" box and then checked the "allow sanctioning of devices" checkbox, then save. This is the resulting screen shot. Don't mind the grey background hinting - that is a patch from 4.4 carried back to this 4.2.11 instance. What happened: did the group get assigned that right, > or did everyone? See what group is bolded on the left pane. That is the group that the current checkboxes on the right are displaying. -m -------------- next part -------------- A non-text attachment was scrubbed... Name: rights.png Type: image/png Size: 64454 bytes Desc: not available URL: From ahall at autodist.com Tue Sep 6 14:48:13 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 6 Sep 2016 14:48:13 -0400 Subject: [rt-users] Assigning rights to groups for queues In-Reply-To: References: Message-ID: Sorry to be difficult, but is there a way of knowing the selected group aside from its bold status? Could you explain where, maybe in the tab order or by what text I'd look for, the left pane is? I'm using a screen reader, since I can't see the screen visually, so have to do everything with tab, arrows, and knowing what text is near what to give myself landmarks. On Tue, Sep 6, 2016 at 2:41 PM, Matt Zagrabelny wrote: > On Tue, Sep 6, 2016 at 1:28 PM, Alex Hall wrote: > > Hi all, > > Sorry for all the questions. Now that the hard part is out of the way, > I'm > > configuring our test RT instance and keep running into little things I > don't > > get. I'm on RT 4.2.8, so some of the below could be bugs that have been > > fixed in newer versions. > > > > I have a Graphics queue, and two groups--graphics_staff and > > graphics_admins--as some on this list have suggested. I go to the > Graphics > > queue, select group rights, type graphics_admins into the group field, > and > > choose that group. Now I'm editing what rights members of the > > graphics_admins group have within the graphics queue, right? > > Correct. > > > > > I check the first box in the list and hit the 'save' button. Now, the > first > > point of confusion: the box remains checked, but the group I'd selected > is > > no longer displayed. > > See attached image. I typed pnteam into the "add group" box and then > checked the "allow sanctioning of devices" checkbox, then save. > > This is the resulting screen shot. > > Don't mind the grey background hinting - that is a patch from 4.4 > carried back to this 4.2.11 instance. > > What happened: did the group get assigned that right, > > or did everyone? > > See what group is bolded on the left pane. That is the group that the > current checkboxes on the right are displaying. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Sep 6 15:06:11 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 6 Sep 2016 14:06:11 -0500 Subject: [rt-users] Assigning rights to groups for queues In-Reply-To: References: Message-ID: Hi Alex, On Tue, Sep 6, 2016 at 1:48 PM, Alex Hall wrote: > Sorry to be difficult, but is there a way of knowing the selected group > aside from its bold status? Could you explain where, maybe in the tab order > or by what text I'd look for, the left pane is? I'm using a screen reader, > since I can't see the screen visually, so have to do everything with tab, > arrows, and knowing what text is near what to give myself landmarks. I've never used a screen reader, so I don't have good context for what you need. That said, I'm not sure there is going to be good landmarks. The page loads all the rights granted for the queue. It then uses JS to display the data in a more digestible manner. -m From ahall at autodist.com Tue Sep 6 15:11:43 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 6 Sep 2016 15:11:43 -0400 Subject: [rt-users] Assigning rights to groups for queues In-Reply-To: References: Message-ID: That's okay, let me ask it this way. If I give a group rights in a queue, I enter the group's name and select it from the list of matches. When I do that, the group appears as a tab, next to CC, Admin CC, Requestor, and all the other tabs. When I toggle the checkboxes and hit 'save', that last tab that had the selected group's name on it is gone. Is it somewhere else on the screen that I'm missing, or do I have to re-select the group after every time I save any changes I've made? On Tue, Sep 6, 2016 at 3:06 PM, Matt Zagrabelny wrote: > Hi Alex, > > On Tue, Sep 6, 2016 at 1:48 PM, Alex Hall wrote: > > Sorry to be difficult, but is there a way of knowing the selected group > > aside from its bold status? Could you explain where, maybe in the tab > order > > or by what text I'd look for, the left pane is? I'm using a screen > reader, > > since I can't see the screen visually, so have to do everything with tab, > > arrows, and knowing what text is near what to give myself landmarks. > > I've never used a screen reader, so I don't have good context for what you > need. > > That said, I'm not sure there is going to be good landmarks. > > The page loads all the rights granted for the queue. It then uses JS > to display the data in a more digestible manner. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Sep 6 15:23:56 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 6 Sep 2016 14:23:56 -0500 Subject: [rt-users] Assigning rights to groups for queues In-Reply-To: References: Message-ID: Hey Alex, On Tue, Sep 6, 2016 at 2:11 PM, Alex Hall wrote: > That's okay, let me ask it this way. If I give a group rights in a queue, I > enter the group's name and select it from the list of matches. Correct. When I do > that, the group appears as a tab, next to CC, Admin CC, Requestor, and all > the other tabs. Let's stop here and clarify things a bit. When you type a group and select it, one of two things happen: 1. RT knows if that group has been granted rights. If the group typed in and selected has granted rights, it displays the tab with that group. Note: there would have already been a tab with that group loaded in the page. Thus, RT uses JS to display that tab. or 2. RT knows that the group has not been granted any rights for this queue and it uses the "Add Group" "tab" to grant rights for the dynamically loaded group to the statically listed rights. When I toggle the checkboxes and hit 'save', that last tab > that had the selected group's name on it is gone. Correct. Is it somewhere else on > the screen that I'm missing, or do I have to re-select the group after every > time I save any changes I've made? It is somewhere else on the screen after clicking save and the page reloads. Its name is placed with the other custom groups that have rights granted for this queue. The "Add Group" tab is now freed up to allow additional dynamic groups to be granted rights. However, you do not need to (re)select it, the page load already has it selected as that was the group you were last granting rights to. -m From ahall at autodist.com Tue Sep 6 15:27:48 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 6 Sep 2016 15:27:48 -0400 Subject: [rt-users] Assigning rights to groups for queues In-Reply-To: References: Message-ID: Alright. It sounds like what I want to happen is happening, it's just displaying oddly for me. So long as I can keep adjusting rights and saving without having to select the group every time, that's okay. Thanks. On Tue, Sep 6, 2016 at 3:23 PM, Matt Zagrabelny wrote: > Hey Alex, > > On Tue, Sep 6, 2016 at 2:11 PM, Alex Hall wrote: > > That's okay, let me ask it this way. If I give a group rights in a > queue, I > > enter the group's name and select it from the list of matches. > > Correct. > > > When I do > > that, the group appears as a tab, next to CC, Admin CC, Requestor, and > all > > the other tabs. > > Let's stop here and clarify things a bit. When you type a group and > select it, one of two things happen: > > 1. RT knows if that group has been granted rights. If the group typed > in and selected has granted rights, it displays the tab with that > group. Note: there would have already been a tab with that group > loaded in the page. Thus, RT uses JS to display that tab. > > or > > 2. RT knows that the group has not been granted any rights for this > queue and it uses the "Add Group" "tab" to grant rights for the > dynamically loaded group to the statically listed rights. > > > When I toggle the checkboxes and hit 'save', that last tab > > that had the selected group's name on it is gone. > > Correct. > > Is it somewhere else on > > the screen that I'm missing, or do I have to re-select the group after > every > > time I save any changes I've made? > > It is somewhere else on the screen after clicking save and the page > reloads. Its name is placed with the other custom groups that have > rights granted for this queue. The "Add Group" tab is now freed up to > allow additional dynamic groups to be granted rights. > > However, you do not need to (re)select it, the page load already has > it selected as that was the group you were last granting rights to. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Sep 6 15:42:56 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 6 Sep 2016 15:42:56 -0400 Subject: [rt-users] Best way to email members of group on ticket creation? Message-ID: Yet another question. :) As I mentioned before, I have a setup where the Graphics queue has two groups: graphics_staff and graphics_admins. I added the rights on each group from within the queue's 'group rights' section, so that should grant group members those rights in that queue. What I want to do now is have all queue members receive an email whenever a new ticket is created. This way, members will get notified anytime their queue gets a new task added to it. I looked into doing this with a script, but didn't find a way of sending emails to groups. At least, not without using custom code, which I doubt I'm up to at this stage. I saw a lot about CCs and Admin CCs, and am wondering if that's the best way to go. If it is, how would I make members of a given group adopt those roles automatically? For instance, say the best solution is to have graphics_staff be CCs, and graphics_admins be admin CCs. That way they all get the emails through the default scripts. How do I set things up so that members of those two groups are made the right CCs when added to the group? I've enabled all the CC options in the rights of both groups, but that seems to give users the option, not assign them by default. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Sep 6 15:55:20 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 6 Sep 2016 14:55:20 -0500 Subject: [rt-users] Best way to email members of group on ticket creation? In-Reply-To: References: Message-ID: On Tue, Sep 6, 2016 at 2:42 PM, Alex Hall wrote: > Yet another question. :) As I mentioned before, I have a setup where the > Graphics queue has two groups: graphics_staff and graphics_admins. I added > the rights on each group from within the queue's 'group rights' section, so > that should grant group members those rights in that queue. > > What I want to do now is have all queue members receive an email whenever a > new ticket is created. Sure. This way, members will get notified anytime their > queue gets a new task added to it. I looked into doing this with a script, > but didn't find a way of sending emails to groups. At least, not without > using custom code, which I doubt I'm up to at this stage. I saw a lot about > CCs and Admin CCs, and am wondering if that's the best way to go. It is. If it is, > how would I make members of a given group adopt those roles automatically? Admin -> Queues -> Select -> Watchers Enter the group name "graphics" to the group search. Click Go. The results will be at the bottom of the page and you can assign watcher roles to the groups. Then click Save Changes. > For instance, say the best solution is to have graphics_staff be CCs, and > graphics_admins be admin CCs. That way they all get the emails through the > default scripts. How do I set things up so that members of those two groups > are made the right CCs when added to the group? That part happens behind the scene. -m From aaron at backblaze.com Tue Sep 6 16:23:33 2016 From: aaron at backblaze.com (Aaron McCormack) Date: Tue, 6 Sep 2016 13:23:33 -0700 Subject: [rt-users] Best setup for using RT with Gmail? In-Reply-To: References: <118EA570-9F8D-4B84-A400-7079A3834BF0@autodist.com> Message-ID: <11BA3712-D277-423B-8734-E9A7D5BDF756@backblaze.com> I use a cron job that runs fetchmail. Here's my fetchmail config file. The credentials are for the mail server, not RT. poll imap.gmail.com proto IMAP user "example at example.com" with pass "example1234" no idle ssl mda "/opt/rt4/bin/rt-mailgate --url https://requesttracker.example.com --queue General --action correspond" To get fancier you could use the +queue part of the email and have Gmail put it in specific imap folders and then have the fetchmail configs go into different queues based on the imap folder by adding something like folder "queueName" to the above line. For the no permission error, is it possible that the sending email address in the test is a disabled user in RT? I've had that happen before. Overall that sounds more like a permissions issue to the user or queue rather than an issue with fetchmail or rt-mailgate. Aaron > On Sep 5, 2016, at 12:47 PM, Alex Hall wrote: > > One more follow-up. Now that I have fetchmail working (my cron job question still applies) what do I use for the username? I got "no permission to create tickets in queue 'General'" when I tried to use email creation. Good, because it's picking up emails correctly, but bad, because I'm not sure who lacks the permission. I'm guessing either the user set in the fetchmailrc file, or my email address? If the former, to what do I set the value? If the latter, how do I allow users to create tickets via email automatically? Thanks. > > On Mon, Sep 5, 2016 at 1:52 PM, Alex Hall > wrote: > Thanks for the answers. I'm happy, and a bit surprised, to say that I have my test RT instance sending out emails on ticket creation/activity using postfix. It's not a GUI like OSTicket is, but this took far less time to get working. Indeed, the more I use RT, the happier I am that I switched to it. > > Anyway, I have a fetchmail question. I have to make the configuration file for fetchmail, which I've done successfully. Testing with that file, fetchmail works. I got the file syntax/setup from here: > https://help.ubuntu.com/community/GmailPostfixFetchmail > > However, the RT fetchmailrc file the wiki says to use looks very, very different: > https://rt-wiki.bestpractical.com/wiki/Fetchmail > > For one thing, there's no interval, so how does fetchmail know to poll every few minutes? Do I call fetchmail /path/to/myfetchmailrc as a cron job? > > Second, there seems to be a lot of repetition. For instance, is there any way to store my RT URL and domain as variables, so I could just do > username someAddress@$domain url $myURL > and so on? This isn't a big deal, but the programmer in me cringes at the re-use of what should be a static string. Thanks in advance. Oh, if there are any reasons to use getmail instead, please let me know. I just found more resources that use fetchmail, and fetchmail doesn't need to be compiled as getmail seems to, so fetchmail won. I'm not at all opposed to switching if I should, though. > > On Sun, Sep 4, 2016 at 6:09 PM, Chris McClement > wrote: > You don't need to setup your own mail server, you can just use Gmail. There are two components to it: > > - sending mail via gmail from RT > - fetching mail from gmail and inserting it into RT queues > > For sending mail via gmail from RT, start here: http://serverfault.com/questions/204216/how-to-make-request-tracker-use-an-external-smtp-mail-server . The answer to that thread links to how-tos. > > For fetching mail and inserting it into RT queues, you first need to install either fetchmail or getmail (I use getmail), configure it to collect mail from the gmail inbox allocated to the queue, and then hand off mail it collects to rt-mailgate. rt-mailgate's arguments direct mail to the relevant queues. > > On Mon, 5 Sep 2016 at 02:30 Alex Hall > wrote: > Hi list, > I've never set up or run a mail server before, but I need to get email working with RT. We use Gmail Apps at work, so everyone has an email address. Right now, tickets at domain.com is our ticket one, and I'll use tickets+queueName at domain.com for email ticket creation. > > What I'm wondering is which is the best mail server to use on the Debian 8 server that hosts RT? FastMail seems popular, but will it be best suited to Gmail, which requires encryption? Is there a better one? Any other notes on doing this I should know? Thanks in advance. > > Sent from my iPhone > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Wed Sep 7 08:04:42 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 7 Sep 2016 08:04:42 -0400 Subject: [rt-users] Moving entire RT instance between two servers? Message-ID: Hi all, I'm waiting for my work to set up a Debian server locally. In the meantime I continue to expand and use my test instance, which is on my own Digital Ocean server. When we have the local Debian server ready, is there any way for me to move the entire database from my server to the new one at work, along with the other configuration, fetchmailrc, and any other files? Or is overriding files and databases a recipe for disaster, and I'd be better off re-doing everything on the new server? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kcreasy at aph.org Wed Sep 7 08:01:27 2016 From: kcreasy at aph.org (Keith Creasy) Date: Wed, 7 Sep 2016 12:01:27 +0000 Subject: [rt-users] Query for custom fields using 'NOT LIKE' is no longer working Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B772D7572A@WINSRVEX10.aph.org> Hi everyone. We are using RT 4.2.7. I think this used to work but now it isn't. In a query like this: Queue = 'Nimas' AND Priority > 49 AND ( Status = 'new' OR Status = 'open' OR Status = 'development' ) AND Due > 0 AND CF.{Type} NOT LIKE 'Epic' The "NOT LIKE" operator doesn't work. I've tried it using the Query Builder and using Advanced. The "LIKE" operator does work. Does anyone have an idea for solving this? Thanks. Keith Creasy, Programmer and Technical Lead American Printing House f/t Blind Phone: 502.895.2405 Skype: keith537 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Wed Sep 7 08:29:35 2016 From: bparish at cognex.com (Parish, Brent) Date: Wed, 7 Sep 2016 12:29:35 +0000 Subject: [rt-users] Moving entire RT instance between two servers? In-Reply-To: References: Message-ID: <695208690bc9427d889f3149971ab65f@USNAEXCP1.pc.cognex.com> Hi Alex I recently shifted from physical server to VM. First I downloaded the RT source and ran the configure and make fixdeps to get all the required Perl modules on the target machine. (I also had some other modules I needed outside of core for extensions and custom code, had to get those by hand) Then (like you said) I simply tar?ed up /opt/rt4 and moved it over, and copied over the mail config (/etc/aliases, /etc/postfix/main.cf, etc), as well as Apache config files. I used mysqldump to copy the database over I recommend removing var/mason_data/obj/* (clear Mason Cache) after the move, and for cleanliness I generally reset all the logs too (apache, rt, etc). If you are concerned, you could also increase verbosity on Apache logs for a bit to keep an eye on things. Just double check all your config files (mail, RT, and Apache) for things like hostname or something else specific to new machine) - Brent From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Hall Sent: Wednesday, September 07, 2016 8:05 AM To: rt-users Subject: [rt-users] Moving entire RT instance between two servers? Hi all, I'm waiting for my work to set up a Debian server locally. In the meantime I continue to expand and use my test instance, which is on my own Digital Ocean server. When we have the local Debian server ready, is there any way for me to move the entire database from my server to the new one at work, along with the other configuration, fetchmailrc, and any other files? Or is overriding files and databases a recipe for disaster, and I'd be better off re-doing everything on the new server? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjg at ucsc.edu Wed Sep 7 12:13:07 2016 From: tjg at ucsc.edu (Tim Gustafson) Date: Wed, 7 Sep 2016 09:13:07 -0700 Subject: [rt-users] Problems with RT::ExternalAuth::LDAP After Upgrading to 4.4 Message-ID: Hi, I'm trying to upgrade my RT instance from 4.2 to 4.4. I use RT::ExternalAuth::LDAP to authenticate users from my OpenLDAP server. This configuration has been working perfectly in RT 4.2 (and earlier versions) for years. After upgrading to RT 4.4, I am not able to log in to RT at all. My RT_SiteConfig.pm and rt-log.txt files are attached. The interesting thing to note is that the log file says *nothing* about attempting to connect to any LDAP servers, and a tcpdump shows no traffic from the RT server to the LDAP server, so I'm pretty sure something is broken in my configuration file, but after staring at it for hours and comparing it to the RT documentation, I can't find what I'm doing wrong or what's changed between RT 4.2 and RT 4.4. I am positive that the configuration file attached is the one being used, because if I change the OwnerEmail setting, the login screen shows the new value. Any help at all is greatly appreciated. Thanks! -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -------------- next part -------------- [87694] [Wed Sep 7 16:08:52 2016] [debug]: Using lynx for HTML -> text conversion (/usr/local/lib/perl5/site_perl/RT/Interface/Email.pm:1490) [87694] [Wed Sep 7 16:08:52 2016] [error]: FAILED LOGIN for tjg from x.x.x.x (/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:826) Trace begun at /usr/local/lib/perl5/site_perl/RT.pm line 304 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x807762180)', 'FAILED LOGIN for tjg from x.x.x.x') called at /usr/local/lib/perl5/site_perl/RT/Interface/Web.pm line 826 RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x80fdfc168)') called at /usr/local/share/rt44/html/NoAuth/Login.html line 49 HTML::Mason::Commands::__ANON__('pass', 'pa$$w0rd', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'user', 'tjg') called at /usr/local/lib/perl5/site_perl/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x80ff1f8a0)', 'pass', 'pa$$w0rd', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'user', 'tjg') called at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1302 eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'pa$$w0rd', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'user', 'tjg') called at /usr/local/lib/perl5/site_perl/RT/Interface/Web.pm line 605 RT::Interface::Web::MaybeShowNoAuthPage('HASH(0x80ff29180)') called at /usr/local/lib/perl5/site_perl/RT/Interface/Web.pm line 316 RT::Interface::Web::HandleRequest('HASH(0x80ff29180)') called at /usr/local/share/rt44/html/autohandler line 53 HTML::Mason::Commands::__ANON__('user', 'tjg', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at /usr/local/lib/perl5/site_perl/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x80fdd9d08)', 'user', 'tjg', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1300 eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, 'user', 'tjg', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 481 eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 481 eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 433 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x80fede7c8)') called at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 96 eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 96 HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x80fede7c8)') called at /usr/local/lib/perl5/site_perl/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef, 'user', 'tjg', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 59 eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 59 HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x808c10600)', 'HASH(0x80ff19c60)', 'HASH(0x80f3aa5d0)') called at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x80ffe5a98)') called at /usr/local/lib/perl5/site_perl/Plack/Util.pm line 339 Plack::Util::__ANON__('CODE(0x8064f9480)') called at /usr/local/lib/perl5/site_perl/Plack/Handler/Apache2.pm line 89 Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x8029e4be8)', 'CODE(0x80fe850f0)') called at /usr/local/lib/perl5/site_perl/Plack/Handler/Apache2.pm line 126 Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x8029e4be8)') called at -e line 0 eval {...} at -e line 0 -------------- next part -------------- use utf8; Set($rtname, 'RTDEV'); Set($DatabaseHost, 'localhost'); Set($DatabaseType, 'Pg'); Set($DatabaseUser, 'rt'); Set($DatabaseName, 'rt'); Set($LogToSyslog, 'error'); Set($LogToSTDERR, 'debug'); Set($LogStackTraces, 1); Set($WebDomain, 'rt-dev.company.com'); Set($WebPort, 443); Set($WebURL, 'https://rt-dev.company.com/'); Set($Organization, 'company.com'); Set($Timezone, 'America/Los_Angeles'); Set($OwnerEmail, 'tjg at company.com'); Set($RTAddressRegexp , '^.*\@rt-dev.company.com$'); Set(%GnuPG, Enable => 0); Set($DisableGraphViz, 1); Set($DateDayBeforeMonth, 0); Set($ShowUnreadMessageNotifications, 1); Set($MessageBoxRichText, 0); Set($DependenciesLimit, 10000); Set($MaxAttachmentSize, 1048576); Set($DropLongAttachments, 1); Set( @Plugins, qw( RT::Extension::MergeUsers ) ); Set($AutoCreateNonExternalUsers, 1); Set($ExternalAuthPriority, ['LDAP']); Set($ExternalInfoPriority, ['LDAP']); Set( $ExternalSettings, { 'LDAP' => { 'type' => 'ldap', 'server' => 'ldap.company.com', 'base' => 'ou=People,dc=company,dc=com', 'filter' => '(objectClass=*)', 'tls' => { 'verify' => 'none', }, 'net_ldap_args' => [ 'version' => 3, ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'departmentNumber', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'roomNumber' } } } ); Set($ParseNewMessageForTicketCcs, 1); Set($UseTransactionBatch, 1); Set( %FullTextSearch, Enable => 1, Indexed => 1, Column => 'ContentIndex', Table => 'AttachmentsIndex', ); Set($NotifyActor, 1); 1; From shawn at bestpractical.com Wed Sep 7 12:19:14 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Wed, 7 Sep 2016 12:19:14 -0400 Subject: [rt-users] Problems with RT::ExternalAuth::LDAP After Upgrading to 4.4 In-Reply-To: References: Message-ID: <1E46665A-1828-427E-95E6-76CA908D58FD@bestpractical.com> > On Sep 7, 2016, at 12:13, Tim Gustafson wrote: > > Hi, Hi Tim, > I'm trying to upgrade my RT instance from 4.2 to 4.4. I use > RT::ExternalAuth::LDAP to authenticate users from my OpenLDAP server. > This configuration has been working perfectly in RT 4.2 (and earlier > versions) for years. After upgrading to RT 4.4, I am not able to log > in to RT at all. My RT_SiteConfig.pm and rt-log.txt files are > attached. Sorry about the trouble. Which specific version of RT are you upgrading to? If you're upgrading to 4.4.0, you'll need to be aware that a new config setting is required, which doesn't appear in your config: Set($ExternalAuth, 1); In RT 4.4.1 we've removed the requirement to set this config. > Tim Gustafson > tjg at ucsc.edu > 831-459-5354 > Baskin Engineering, Room 313A Best, Shawn -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: From lstewart at internap.com Wed Sep 7 12:27:43 2016 From: lstewart at internap.com (Landon Stewart) Date: Wed, 7 Sep 2016 16:27:43 +0000 Subject: [rt-users] Query for custom fields using 'NOT LIKE' is no longer working In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B772D7572A@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B772D7572A@WINSRVEX10.aph.org> Message-ID: <635A4CEA-B273-499C-8136-079977815638@internap.com> On Sep 7, 2016, at 5:01 AM, Keith Creasy > wrote: Hi everyone. We are using RT 4.2.7. I think this used to work but now it isn?t. In a query like this: Queue = 'Nimas' AND Priority > 49 AND ( Status = 'new' OR Status = 'open' OR Status = 'development' ) AND Due > 0 AND CF.{Type} NOT LIKE ?Epic? The ?NOT LIKE? operator doesn?t work. I?ve tried it using the Query Builder and using Advanced. The ?LIKE? operator does work. Does anyone have an idea for solving this? I'm not sure if this means anything but on my screen the single quotes around the word Epic are different than the other words that have single quotes. 'development' vs ?Epic? [cid:B1747A7F-2B3B-409D-9B0F-63C79811C7FC at telus] -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen Shot 2016-09-07 at 9.27.11 AM.png Type: image/png Size: 11013 bytes Desc: Screen Shot 2016-09-07 at 9.27.11 AM.png URL: From ahall at autodist.com Wed Sep 7 13:13:48 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 7 Sep 2016 13:13:48 -0400 Subject: [rt-users] Emails causing duplicate tickets? Message-ID: Hi all, I just ran into a very odd problem. I opened a ticket via email, which worked. But I then saw three more tickets open from that same email, each at the next mail polling. I haven't seen this problem before, and I don't know where to look to tell RT what to do with fetched emails. As I said, I only just started seeing this, which means I must have changed something. All I did was add a few more queues to my fetchmailrc file, though. Are there fetchmail options I should add, or is this an RT setting? If the latter, is it in the web UI or somewhere in a configuration file? Thanks for any help. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Wed Sep 7 14:09:32 2016 From: lstewart at internap.com (Landon Stewart) Date: Wed, 7 Sep 2016 18:09:32 +0000 Subject: [rt-users] Emails causing duplicate tickets? In-Reply-To: References: Message-ID: <9BEE8C5A-46F7-4E0E-9417-C0EA6051E32D@internap.com> On Sep 7, 2016, at 10:13 AM, Alex Hall > wrote: Hi all, I just ran into a very odd problem. I opened a ticket via email, which worked. But I then saw three more tickets open from that same email, each at the next mail polling. I haven't seen this problem before, and I don't know where to look to tell RT what to do with fetched emails. As I said, I only just started seeing this, which means I must have changed something. All I did was add a few more queues to my fetchmailrc file, though. Are there fetchmail options I should add, or is this an RT setting? If the latter, is it in the web UI or somewhere in a configuration file? Thanks for any help. Is fetchmail being told to delete mail from the mailbox after it has been fetched? Deleting mail from the mailbox is the default behaviour AFAIK. In any event, with or without deleting mail after it is fetched you'll probably want to use the 'uidl' keyword in your configuration to keep track of what messages are considered new on your side of things instead of relying on the server to decide what's new and what's not. From 'man 1 fetchmailrc': -U | --uidl (Keyword: uidl) Force UIDL use (effective only with POP3). Force client-side tracking of 'newness' of messages (UIDL stands for "unique ID listing" and is described in RFC1939). Use with 'keep' to use a mailbox as a baby news drop for a group of users. The fact that seen mes? sages are skipped is logged, unless error logging is done through syslog while running in daemon mode. Note that fetchmail may automatically enable this option depending on upstream server capabilities. Note also that this option may be removed and forced enabled in a future fetchmail version. See also: --idfile. -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjg at ucsc.edu Wed Sep 7 14:25:51 2016 From: tjg at ucsc.edu (Tim Gustafson) Date: Wed, 7 Sep 2016 11:25:51 -0700 Subject: [rt-users] Problems with RT::ExternalAuth::LDAP After Upgrading to 4.4 In-Reply-To: <1E46665A-1828-427E-95E6-76CA908D58FD@bestpractical.com> References: <1E46665A-1828-427E-95E6-76CA908D58FD@bestpractical.com> Message-ID: > Which specific version of RT are you upgrading to? If you're upgrading > to 4.4.0, you'll need to be aware that a new config setting is required, > which doesn't appear in your config: > > Set($ExternalAuth, 1); > > In RT 4.4.1 we've removed the requirement to set this config. I am upgrading to 4.4.0 right now. Is it me, or is that configuration requirement missing from the documentation page? https://docs.bestpractical.com/rt/4.4.0/RT/Authen/ExternalAuth.html -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From ahall at autodist.com Wed Sep 7 15:31:50 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 7 Sep 2016 15:31:50 -0400 Subject: [rt-users] Emails causing duplicate tickets? In-Reply-To: References: Message-ID: That's the behavior I want. My problem is that the email then stays in the inbox or imap subfolder without being deleted. This causes RT to make a new ticket from that same email over and over again, since it always thinks it's a new message, even though it already processed it. On Wed, Sep 7, 2016 at 2:08 PM, Kenneth Crocker wrote: > Alex, > > In order for RT to know NOT to create a new email, there is supposed to be > a reference to an existing ticket number in the subject or something like > that. If people are just sending emails to RT with no referring ticket > number, RT will think it is a new ticket request. > > Kenn > > On Wed, Sep 7, 2016 at 10:13 AM, Alex Hall wrote: > >> Hi all, >> I just ran into a very odd problem. I opened a ticket via email, which >> worked. But I then saw three more tickets open from that same email, each >> at the next mail polling. I haven't seen this problem before, and I don't >> know where to look to tell RT what to do with fetched emails. As I said, I >> only just started seeing this, which means I must have changed something. >> All I did was add a few more queues to my fetchmailrc file, though. Are >> there fetchmail options I should add, or is this an RT setting? If the >> latter, is it in the web UI or somewhere in a configuration file? Thanks >> for any help. >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 >> > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kcreasy at aph.org Wed Sep 7 17:57:22 2016 From: kcreasy at aph.org (Keith Creasy) Date: Wed, 7 Sep 2016 21:57:22 +0000 Subject: [rt-users] FW: Query for custom fields using 'NOT LIKE' is no longer working References: <0CCA574EA07BCC48BB2161AADC8B92B772D7572A@WINSRVEX10.aph.org> Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B772D77058@WINSRVEX10.aph.org> Apologies. I keep forgetting that replies to this list go to the sender and not to the list? From: Keith Creasy Sent: Wednesday, September 7, 2016 5:55 PM To: 'Hien Ly' Subject: RE: [rt-users] Query for custom fields using 'NOT LIKE' is no longer working Hi. I think I now know the problem but haven?t confirmed it yet. We just created a new queue for requests submitted by beta testors. It?s sort of an approval queue though we are not using the built-in __approval queue, it?s just a regular queue. A ?Type? custom field was created in it with different values from the existing Type field. I suspect that RT is matching the first field with the name CF.{Type} it finds. The reason is that if you use the field id CF.{11} it works. CF.{11} NOT LIKE ?Epic? If this is a solution I?ll let you know but it is equally strange that ?LIKE? works while ?NOT LIKE? does not. Is this a bug in RT? From: Hien Ly [mailto:hien.thai.ly at gmail.com] Sent: Wednesday, September 7, 2016 5:24 PM To: Keith Creasy > Subject: Re: [rt-users] Query for custom fields using 'NOT LIKE' is no longer working How about NOT (CF.{Type} LIKE 'Epic') ? On Sep 7, 2016 7:07 AM, "Keith Creasy" > wrote: Hi everyone. We are using RT 4.2.7. I think this used to work but now it isn?t. In a query like this: Queue = 'Nimas' AND Priority > 49 AND ( Status = 'new' OR Status = 'open' OR Status = 'development' ) AND Due > 0 AND CF.{Type} NOT LIKE ?Epic? The ?NOT LIKE? operator doesn?t work. I?ve tried it using the Query Builder and using Advanced. The ?LIKE? operator does work. Does anyone have an idea for solving this? Thanks. Keith Creasy, Programmer and Technical Lead American Printing House f/t Blind Phone: 502.895.2405 Skype: keith537 --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Wed Sep 7 18:17:58 2016 From: lstewart at internap.com (Landon Stewart) Date: Wed, 7 Sep 2016 22:17:58 +0000 Subject: [rt-users] FW: Query for custom fields using 'NOT LIKE' is no longer working In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B772D77058@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B772D7572A@WINSRVEX10.aph.org> <0CCA574EA07BCC48BB2161AADC8B92B772D77058@WINSRVEX10.aph.org> Message-ID: On Sep 7, 2016, at 2:57 PM, Keith Creasy > wrote: Apologies. I keep forgetting that replies to this list go to the sender and not to the list? From: Keith Creasy Sent: Wednesday, September 7, 2016 5:55 PM To: 'Hien Ly' > Subject: RE: [rt-users] Query for custom fields using 'NOT LIKE' is no longer working Hi. I think I now know the problem but haven?t confirmed it yet. We just created a new queue for requests submitted by beta testors. It?s sort of an approval queue though we are not using the built-in __approval queue, it?s just a regular queue. A ?Type? custom field was created in it with different values from the existing Type field. I suspect that RT is matching the first field with the name CF.{Type} it finds. The reason is that if you use the field id CF.{11} it works. CF.{11} NOT LIKE ?Epic? If this is a solution I?ll let you know but it is equally strange that ?LIKE? works while ?NOT LIKE? does not. Is this a bug in RT? I try to apply a single CF to multiple queues if it has the same name so it is treated the same. Apart from that though - do you need to use LIKE? Can you use != instead? eg. CF.{cfname} != 'EPIC'. I wonder if you have the same problem using != instead but yeah it does sound like a bug to me. I did notice that you had strange quotations again though but I trust you are just using regular single quotes in actuality. CF.{11} NOT LIKE ?Epic? -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.smith at ldex.co.uk Thu Sep 8 05:12:50 2016 From: a.smith at ldex.co.uk (Andy Smith) Date: Thu, 08 Sep 2016 11:12:50 +0200 Subject: [rt-users] An internal RT error has occurred on People tab In-Reply-To: <74fff8a2766f11e892bfdfcb32d0aaf2@ldexgroup.co.uk> References: <74fff8a2766f11e892bfdfcb32d0aaf2@ldexgroup.co.uk> Message-ID: <8da1afb2e3734439d61351a5d695e076@ldexgroup.co.uk> Hi all, our RT system has been suffering from this annoying problem for months where, only sometimes, when you go to the "People" tab of a ticket it displays the error "An internal RT error has occurred". In the system logs I see: Sep 8 09:30:16 rt RT: [22413] Can't call method "head" on an undefined value at /usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm line 261. Stack: [/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:261] [/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:232] [/usr/local/share/rt44/html/Ticket/ModifyPeople.html:122] [/usr/local/share/rt44/html/Ticket/autohandler:66] [/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:696] [/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:375] [/usr/local/share/rt44/html/autohandler:53] Every time I think I've fixed this by removing/modifying a Scrip a week or so later it comes back. As of today I've finally realised why I keep thinking I've fixed it, because without modifying anything in the config a simple restart of Apache makes the error go away, which seems really weird :(. Which I've investigated a little but I really don't understand the error and haven't found any similar issues reported. Now I'm prepared to imagine this could all be due to something I've done wrong, ie config, custom Scrip etc. Other than the problem itself my main concerns are, firstly the error doesn't give me sufficient information to identify the root cause (maybe to someone more expert in RT it does!) and secondly by restarting Apache the error goes away temporarily. For now I've scheduled a nightly restart of Apache. If anyone has any clue as to whats going on or can suggest any further trouble shooting steps what would be great! OS FreeBSD 10.1 RT 4.4.1 (previously had exactly the same issue with 4.2.12) Perl v5.20.3 Apache 2.4.23 thanks in advance, Andy. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavneet_arora at waroc.com Thu Sep 8 11:24:51 2016 From: pavneet_arora at waroc.com (Pavneet Arora) Date: Thu, 8 Sep 2016 11:24:51 -0400 Subject: [rt-users] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) Message-ID: <20160908152451.GE44988@lahore> Okay, I have tried scouring the archives, but haven't found a solution to my problem, although rt-server.fcgi errors is mentioned with other issues. Here is a summary of the configuration: 1. Originally, a working rt-4.2.10 installation under Ubuntu 14.04. Perl was installed locally and the following put in .bashrc to point to the correct version: PERL_MB_OPT="--install_base \"/home//perl5\""; export PERL_MB_OPT; PERL_MM_OPT="INSTALL_BASE=/home//perl5"; export PERL_MM_OPT; 2. Recently upgraded to Ubuntu 16.04.1, and rt stopped working. 3. Was getting the following error in /var/log/apache2/error.log: 'FastCGI: server "/opt/rt4/sbin/rt-server.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds' The command for FastCGIServer in the site config also failed on the command line: /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 with an error about Perl module dependency. 4. So, after much effort in trying to upgrade the old (local) Perl installation and figuring that it was a Perl issue, I completely disabled/removed the original Perl installation. 5. Installed Perl 5.24.0 via perlbrew and then installed cpanm 6. Set "export RT_FIX_DEPS_CMD=/opt/perl/bin/cpanm" 7. Ran fixdeps. Had to use --force to install Date::Manip, but other than that have a fresh cpan. 8. So clean Perl, and clean cpan. 9. Did a reconfigure of rt-4.2.10 using the revised perlbrew directory, and a 'make install' (Backed up the original directory. Copied over the old RT_SiteConfig.pm over to the new install directory. Checked permissions: root:www-data. 9. Problem is that I am still get the same errors related to rt-server.fcgi. Any guidance as to what might be the issue? advTHANKSance. -- Pavneet Arora m: +1 (647) 406-6843 Waroc Informatik t: +1 (416) 937-9276 From talena at bestpractical.com Thu Sep 8 11:31:57 2016 From: talena at bestpractical.com (Talena Gandy) Date: Thu, 8 Sep 2016 11:31:57 -0400 Subject: [rt-users] [rt-announce] Announcing End Of Life for Request Tracker 4.0 Series Message-ID: <2362E42E-B989-44EC-BD6D-27F949058191@bestpractical.com> Hello! Request Tracker 4.0, originally released in April of 2011, will reach end of life on February 15, 2017. After that date, Best Practical will no longer support the 4.0 series or publish new releases with bug fixes, security updates, or new features. We recommend all RT 4.0 users upgrade to a supported version, either 4.2 or 4.4. Request Tracker for Incident Response 3.0, which ran on RT 4.0, already reached end of life in March 2014. However, if you are still running RT and RTIR with 4.0/3.0, we encourage you to upgrade RT and RTIR to supported versions. New versions of RT and RTIR come with instructions and tools to upgrade, and upgrade notes for RT 4.2 and RT 4.4. Our website has details about our release policy and a timeline of previous RT releases. We also offer commercial professional services to upgrade older RT instances to the latest releases for you. Contact us if you need help upgrading. We hope you'll take this opportunity to upgrade and take advantage of some of the new features in our latest releases. Thanks for using Request Tracker! -The Best Practical Team bestpractical.com _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From me at nileshgr.com Thu Sep 8 13:43:17 2016 From: me at nileshgr.com (Nilesh) Date: Thu, 08 Sep 2016 23:13:17 +0530 Subject: [rt-users] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) In-Reply-To: <20160908152451.GE44988@lahore> References: <20160908152451.GE44988@lahore> Message-ID: <1473356597.1748.1.camel@nileshgr.com> On Thu, 2016-09-08 at 11:24 -0400, Pavneet Arora wrote: > Okay, I have tried scouring the archives, but haven't found a solution > to my problem, although rt-server.fcgi errors is mentioned with other > issues. > > Here is a summary of the configuration: > > 1.??Originally, a working rt-4.2.10 installation under Ubuntu 14.04.?? > ????Perl was installed locally and the following put in .bashrc to point? > ????to the correct version: > > ????PERL_MB_OPT="--install_base \"/home//perl5\""; export PERL_MB_OPT; > ????PERL_MM_OPT="INSTALL_BASE=/home//perl5"; export PERL_MM_OPT; > > 2.??Recently upgraded to Ubuntu 16.04.1, and rt stopped working. > 3.??Was getting the following error in /var/log/apache2/error.log: > > ????'FastCGI: server "/opt/rt4/sbin/rt-server.fcgi" has failed to remain > ????running for 30 seconds given 3 attempts, its restart interval has > ????been backed off to 600 seconds' > > ????The command for FastCGIServer in the site config also failed on the > ????command line: > > ????/opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 > > ????with an error about Perl module dependency. > 4.??So, after much effort in trying to upgrade the old (local) Perl > ????installation and figuring that it was a Perl issue, I completely > ????disabled/removed the original Perl installation. > 5.??Installed Perl 5.24.0 via perlbrew and then installed cpanm > 6.??Set "export RT_FIX_DEPS_CMD=/opt/perl/bin/cpanm" > 7.??Ran fixdeps.??Had to use --force to install Date::Manip, but other > ????than that have a fresh cpan. > 8.??So clean Perl, and clean cpan. > 9.??Did a reconfigure of rt-4.2.10 using the revised perlbrew directory,? > ????and a 'make install' (Backed up the original directory.??Copied over? > ????the old RT_SiteConfig.pm over to the new install directory.??Checked? > ????permissions: root:www-data. > 9.??Problem is that I am still get the same errors related to > ????rt-server.fcgi. > > Any guidance as to what might be the issue? > > advTHANKSance. > > What are the errors? -- Nilesh -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavneet_arora at waroc.com Thu Sep 8 13:57:15 2016 From: pavneet_arora at waroc.com (Pavneet Arora) Date: Thu, 8 Sep 2016 13:57:15 -0400 Subject: [rt-users] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) In-Reply-To: <1473356597.1748.1.camel@nileshgr.com> References: <20160908152451.GE44988@lahore> <1473356597.1748.1.camel@nileshgr.com> Message-ID: <20160908175715.GF44988@lahore> Observed behaviour is that the browser request times out. /var/log/apache2/error.log shows as quoted originally (same error as immediately after upgrade to 16.04.1): 'FastCGI: server "/opt/rt4/sbin/rt-server.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds' /opt/rt4/var/log/apache2.error has the matching error: ] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) ] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt4/sbin/rt-server.fcgi" Just for completeness here is the apache2 config file from sites-available (with host obscured): # Tell FastCGI to put its temporary files somewhere sane; this may # be necessary if your distribution doesn't already set it #FastCgiIpcDir /tmp FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ ServerAdmin webmaster at localhost ServerName .com DocumentRoot /var/www/.com = 2.4> # Require all granted Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi On 08Sep16, Nilesh wrote: > What are the errors? > > -- > Nilesh -- Pavneet Arora m: +1 (647) 406-6843 Waroc Informatik t: +1 (416) 937-9276 From me at nileshgr.com Thu Sep 8 13:58:41 2016 From: me at nileshgr.com (Nilesh) Date: Thu, 08 Sep 2016 23:28:41 +0530 Subject: [rt-users] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) In-Reply-To: <20160908175715.GF44988@lahore> References: <20160908152451.GE44988@lahore> <1473356597.1748.1.camel@nileshgr.com> <20160908175715.GF44988@lahore> Message-ID: <1473357521.1748.3.camel@nileshgr.com> I was asking about the Perl errors. What do you see on the console or in RT's logs (enable debug logging in RT_SiteConfig) when you run rt-server.fcgi directly? -- Nilesh On Thu, 2016-09-08 at 13:57 -0400, Pavneet Arora wrote: > Observed behaviour is that the browser request times out. > > /var/log/apache2/error.log shows as quoted originally (same error as? > immediately after upgrade to 16.04.1): > > ????'FastCGI: server "/opt/rt4/sbin/rt-server.fcgi" has failed to remain > ????running for 30 seconds given 3 attempts, its restart interval has > ????been backed off to 600 seconds' > > /opt/rt4/var/log/apache2.error has the matching error: > > ? ] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle > timeout (300 sec) > ? ] FastCGI: incomplete headers (0 bytes) received from server > "/opt/rt4/sbin/rt-server.fcgi" > > Just for completeness here is the apache2 config file from? > sites-available (with host obscured): > > ????# Tell FastCGI to put its temporary files somewhere sane; this may > ????# be necessary if your distribution doesn't already set it > ????#FastCgiIpcDir /tmp > > ????FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 > > ???? > ??????### Optional apache logs for RT > ??????# Ensure that your log rotation scripts know about these files > ??????ErrorLog /opt/rt4/var/log/apache2.error > ??????TransferLog /opt/rt4/var/log/apache2.access > ??????LogLevel debug > > ??????AddDefaultCharset UTF-8 > > ??????ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ > > ??????ServerAdmin webmaster at localhost > ??????ServerName .com > ??????DocumentRoot /var/www/.com > > ?????? > ????????= 2.4> # > ??????????Require all granted > ???????? > ???????? > ??????????Order allow,deny > ??????????Allow from all > ???????? > > ????????Options +ExecCGI > ????????AddHandler fcgid-script fcgi > ?????? > > ???? > > > On 08Sep16, Nilesh wrote: > > > > What are the errors? > > > > --? > > Nilesh -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavneet_arora at waroc.com Thu Sep 8 14:16:38 2016 From: pavneet_arora at waroc.com (Pavneet Arora) Date: Thu, 8 Sep 2016 14:16:38 -0400 Subject: [rt-users] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) In-Reply-To: <1473357521.1748.3.camel@nileshgr.com> References: <20160908152451.GE44988@lahore> <1473356597.1748.1.camel@nileshgr.com> <20160908175715.GF44988@lahore> <1473357521.1748.3.camel@nileshgr.com> Message-ID: <20160908181638.GH44988@lahore> Sorry, I misunderstood. Here is the output from the shell command. I am just reconfiguring RT_SiteConfig and will get that to you shortly. # /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 Possible attempt to separate words with commas at /opt/rt4/etc/RT_SiteConfig.pm line 24. [3658] [Thu Sep 8 18:10:42 2016] [info]: Using internal Perl HTML -> text conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1818) STDIN is not a socket, and no --listen, --socket, or --port provided On 08Sep16, Nilesh wrote: > I was asking about the Perl errors. What do you see on the console or in RT's > logs (enable debug logging in RT_SiteConfig) when you run rt-server.fcgi > directly? -- Pavneet Arora m: +1 (647) 406-6843 Waroc Informatik t: +1 (416) 937-9276 From me at nileshgr.com Thu Sep 8 14:38:09 2016 From: me at nileshgr.com (Nilesh) Date: Fri, 9 Sep 2016 00:08:09 +0530 Subject: [rt-users] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) In-Reply-To: <20160908182844.GI44988@lahore> References: <20160908152451.GE44988@lahore> <1473356597.1748.1.camel@nileshgr.com> <20160908175715.GF44988@lahore> <1473357521.1748.3.camel@nileshgr.com> <20160908182844.GI44988@lahore> Message-ID: Log to syslog option will generate messages in system log which is /var/log/messages or it's equivalent based on distribution. Or you can add Set(@LogToSyslogConf, (facility => 'local2')); To get the messages in local2 facility so that it can be filtered out via syslog daemon to a separate file. Turn on the stack trace logging too so you can see where it's breaking. -- Nilesh On 08-Sep-2016 11:58 PM, "Pavneet Arora" wrote: > Simple question. I have tried modifying RT_SiteConfig with the > following options individually, but don't see anything in syslog or in > the second case, /opt/rt4/var/log/apache2.error. Is this what you were > referring to? > > Set( $LogToSysLog, 'debug'); > > or > > Set( $LogToSTDERR, 'debug'); > > On 08Sep16, Nilesh wrote: > > I was asking about the Perl errors. What do you see on the console or in > RT's > > logs (enable debug logging in RT_SiteConfig) when you run rt-server.fcgi > > directly? > > -- > Pavneet Arora m: +1 (647) 406-6843 > Waroc Informatik t: +1 (416) 937-9276 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at nileshgr.com Thu Sep 8 20:37:44 2016 From: me at nileshgr.com (Nilesh) Date: Fri, 9 Sep 2016 06:07:44 +0530 Subject: [rt-users] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) In-Reply-To: <20160908194511.GL44988@lahore> References: <20160908152451.GE44988@lahore> <1473356597.1748.1.camel@nileshgr.com> <20160908175715.GF44988@lahore> <1473357521.1748.3.camel@nileshgr.com> <20160908182844.GI44988@lahore> <20160908184225.GJ44988@lahore> <20160908194511.GL44988@lahore> Message-ID: It seems the configuration you've done is being ignored? This shouldn't happen. Are you sure Apache has access to the directory of rt installation completely since you seem to run it from /home? -- Nilesh On 09-Sep-2016 1:15 AM, "Pavneet Arora" wrote: > Actually logging is working. It is just that once apache2 is reloaded > there are no more log entries added. > > I just did a fresh 4.4.1 installation and after the 'make > initialize-database' command, this the tail of the rt.log: > > > Trace begun at /home/pavneet/var/Software/rt/rt-4.4.1/sbin/../lib/RT.pm > line 304 > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x54f75f8)', 'Done setting > up database content.') called at /home/pavneet/var/Software/rt/ > rt-4.4.1/sbin/../lib/RT/Handle.pm line 1428 > RT::Handle::InsertData('RT::Handle=HASH(0x5789400)', > '/opt/rt4/etc/initialdata', undef) called at sbin/rt-setup-database line 388 > main::__ANON__ at sbin/rt-setup-database line 401 > main::action_insert('prompt-for-dba-password', 1, 'package', 'RT', > 'action', 'init') called at sbin/rt-setup-database line 210 > > > It is just that after this the log goes quiet. > > I wonder if it is related to apache2 and fastcgi since now with two > different installations, we are getting the same behaviour? > > -- > Pavneet Arora m: +1 (647) 406-6843 > Waroc Informatik t: +1 (416) 937-9276 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From joel.bergmark at t3.se Fri Sep 9 04:34:22 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Fri, 9 Sep 2016 08:34:22 +0000 Subject: [rt-users] Ubuntu 16.04.1 LTS Message-ID: <7a44c55bd5d94059aed82d205124d067@T3EX01.t3s.local> Hello everyone, Just want to ask if anyone have upgraded from Ubuntu server 14.04 LTS to 16.04.1 LTS, and if RT broke because of it? Done this on a different server and got plenty of issues with other services (Mostly because php7). Regards, Joel -------------- next part -------------- An HTML attachment was scrubbed... URL: From raymond.teunissen at kpn.com Fri Sep 9 05:44:28 2016 From: raymond.teunissen at kpn.com (raymond.teunissen at kpn.com) Date: Fri, 9 Sep 2016 09:44:28 +0000 Subject: [rt-users] Outgoing HTML mail part 2 Message-ID: <7B2C1FA6B136524493306522928222690A4EDAAA@CPEMS-KPN312.KPNCNL.LOCAL> Hi all, I'm currently working on e-mailtemplates to make our outgoing mail to be sent in HTML. I want to be able to set a certain font, fontsize and use a logo in the signature. So far everything works just the way I want it, except for one thing. When a message is received in Microsoft Outlook, it breaks down my styles. It reverts the font back to Times New Roman, and it also doesn't seem to care about fontsizes (although I'm not very sure about that yet). This is the template I'm currently using: From: KPN Abuse Team RT-Attach-Message: yes Content-Type: text/html {$Transaction->Content(Type => 'text/html')}

Met vriendelijke groet,

Raymond
 I've been searching the interwebs a lot on this issue, and I'm glad to see I'm not the only one experiencing this issue. Some say you have to add the style information in the

-tags on every line of text (which is not really the solution I'm looking for), or you need to put the code posted below in the code of the e-mail: The problem there is that if I put this code in my template, just above the Transaction content, RT is saying this: "Couldn't compile template codeblock 'font-family: Verdana, Geneva, sans-serif !important;': syntax error at template line 7" Is there an easy way to fix this? Thanks! Raymond -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavneet_arora at waroc.com Fri Sep 9 07:14:33 2016 From: pavneet_arora at waroc.com (Pavneet Arora) Date: Fri, 9 Sep 2016 07:14:33 -0400 Subject: [rt-users] Ubuntu 16.04.1 LTS In-Reply-To: <7a44c55bd5d94059aed82d205124d067@T3EX01.t3s.local> References: <7a44c55bd5d94059aed82d205124d067@T3EX01.t3s.local> Message-ID: <20160909111434.46AD586C0F3@charkha.pavastupa.com> Exactly my problem as well. Still haven?t found a resolution to recovering a working Rt on 16.04.1. Did a fresh install of Perl using Perlbrew, and even did a fresh install of Rt 4.2.10 as well as 4.4.1 in test environment. Still the same issues with the fastcgi server not staying up. I am thinking that it is something in the apache2(.4) set up? I was able to solve the PHP issues with a side by side installation of php5.6 and php7.0. All of our other applications seem stable. Sent from Mail for Windows 10 From: Joel Bergmark -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Fri Sep 9 07:18:18 2016 From: cloos at netcologne.de (Christian Loos) Date: Fri, 9 Sep 2016 13:18:18 +0200 Subject: [rt-users] Outgoing HTML mail part 2 In-Reply-To: <7B2C1FA6B136524493306522928222690A4EDAAA@CPEMS-KPN312.KPNCNL.LOCAL> References: <7B2C1FA6B136524493306522928222690A4EDAAA@CPEMS-KPN312.KPNCNL.LOCAL> Message-ID: <252aeab6-beda-a0f1-b6ba-b8c700f1630c@netcologne.de> Hi, you must add a blank line after the "Content-Type" line to separate headers from body. See also https://docs.bestpractical.com/rt/4.4.1/customizing/templates.html#Templates Chris From cloos at netcologne.de Fri Sep 9 07:18:18 2016 From: cloos at netcologne.de (Christian Loos) Date: Fri, 9 Sep 2016 13:18:18 +0200 Subject: [rt-users] Outgoing HTML mail part 2 In-Reply-To: <7B2C1FA6B136524493306522928222690A4EDAAA@CPEMS-KPN312.KPNCNL.LOCAL> References: <7B2C1FA6B136524493306522928222690A4EDAAA@CPEMS-KPN312.KPNCNL.LOCAL> Message-ID: <252aeab6-beda-a0f1-b6ba-b8c700f1630c@netcologne.de> Hi, you must add a blank line after the "Content-Type" line to separate headers from body. See also https://docs.bestpractical.com/rt/4.4.1/customizing/templates.html#Templates Chris From raymond.teunissen at kpn.com Fri Sep 9 07:24:30 2016 From: raymond.teunissen at kpn.com (raymond.teunissen at kpn.com) Date: Fri, 9 Sep 2016 11:24:30 +0000 Subject: [rt-users] Outgoing HTML mail part 2 In-Reply-To: <252aeab6-beda-a0f1-b6ba-b8c700f1630c@netcologne.de> References: <7B2C1FA6B136524493306522928222690A4EDAAA@CPEMS-KPN312.KPNCNL.LOCAL> <252aeab6-beda-a0f1-b6ba-b8c700f1630c@netcologne.de> Message-ID: <7B2C1FA6B136524493306522928222690A4EDC0F@CPEMS-KPN312.KPNCNL.LOCAL> Hi Chris, Thanks, i've tried it, but it doesn't seem to fix the issue for me. Couldn't compile template codeblock 'font-family: Verdana, Geneva, sans-serif !important;': syntax error at template line 9 Raymond -----Oorspronkelijk bericht----- Van: Christian Loos [mailto:cloos at netcologne.de] Verzonden: vrijdag 9 september 2016 13:18 Aan: Teunissen, Raymond; rt-users at lists.bestpractical.com Onderwerp: Re: Outgoing HTML mail part 2 Hi, you must add a blank line after the "Content-Type" line to separate headers from body. See also https://docs.bestpractical.com/rt/4.4.1/customizing/templates.html#Templates Chris From ahall at autodist.com Fri Sep 9 07:30:04 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 9 Sep 2016 07:30:04 -0400 Subject: [rt-users] Applying logging changes? Message-ID: <041E4D18-5A9A-4ED7-ADBD-46707E0ADC5E@autodist.com> Hi all, I'm reading through the RT wiki page on logging, and I've set a file to capture all debug output. I know it's a lot of information, but I want to make sure it works. However, the file isn't getting updated at all. It didn't exist, so I tried: cat /var/log/request-tracker4/rt.log chown www-data /var/log/request-tracker4/rt.log but still nothing. Yes, I ran update-rt-siteconfig before checking for, then making and re-checking, the file. Is there something else I have to do to start logging? Kill and restart the FCGI server (I'm going through Nginx)? I'm using 4.2.8 in case that makes a difference. Thanks. From cloos at netcologne.de Fri Sep 9 07:39:30 2016 From: cloos at netcologne.de (Christian Loos) Date: Fri, 9 Sep 2016 13:39:30 +0200 Subject: [rt-users] Outgoing HTML mail part 2 In-Reply-To: <7B2C1FA6B136524493306522928222690A4EDC0F@CPEMS-KPN312.KPNCNL.LOCAL> References: <7B2C1FA6B136524493306522928222690A4EDAAA@CPEMS-KPN312.KPNCNL.LOCAL> <252aeab6-beda-a0f1-b6ba-b8c700f1630c@netcologne.de> <7B2C1FA6B136524493306522928222690A4EDC0F@CPEMS-KPN312.KPNCNL.LOCAL> Message-ID: Sorry, I missed that you must also escape the braces, see https://metacpan.org/pod/Text::Template#Template-Parsing. You have to change body, table, td {font-family: Verdana, Geneva, sans-serif !important;} to body, table, td \{font-family: Verdana, Geneva, sans-serif !important;\} Chris Am 09.09.2016 um 13:24 schrieb raymond.teunissen at kpn.com: > Hi Chris, > > Thanks, i've tried it, but it doesn't seem to fix the issue for me. > > Couldn't compile template codeblock 'font-family: Verdana, Geneva, sans-serif !important;': syntax error at template line 9 > > Raymond > > -----Oorspronkelijk bericht----- > Van: Christian Loos [mailto:cloos at netcologne.de] > Verzonden: vrijdag 9 september 2016 13:18 > Aan: Teunissen, Raymond; rt-users at lists.bestpractical.com > Onderwerp: Re: Outgoing HTML mail part 2 > > Hi, > > you must add a blank line after the "Content-Type" line to separate headers from body. > > See also > https://docs.bestpractical.com/rt/4.4.1/customizing/templates.html#Templates > > Chris > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > From raymond.teunissen at kpn.com Fri Sep 9 07:58:45 2016 From: raymond.teunissen at kpn.com (raymond.teunissen at kpn.com) Date: Fri, 9 Sep 2016 11:58:45 +0000 Subject: [rt-users] Outgoing HTML mail part 2 In-Reply-To: References: <7B2C1FA6B136524493306522928222690A4EDAAA@CPEMS-KPN312.KPNCNL.LOCAL> <252aeab6-beda-a0f1-b6ba-b8c700f1630c@netcologne.de> <7B2C1FA6B136524493306522928222690A4EDC0F@CPEMS-KPN312.KPNCNL.LOCAL> Message-ID: <7B2C1FA6B136524493306522928222690A4EDD49@CPEMS-KPN312.KPNCNL.LOCAL> Chris, Thanks! That did the trick. Regards, Raymond -----Oorspronkelijk bericht----- Van: Christian Loos [mailto:cloos at netcologne.de] Verzonden: vrijdag 9 september 2016 13:40 Aan: Teunissen, Raymond; rt-users at lists.bestpractical.com Onderwerp: Re: Outgoing HTML mail part 2 Sorry, I missed that you must also escape the braces, see https://metacpan.org/pod/Text::Template#Template-Parsing. You have to change body, table, td {font-family: Verdana, Geneva, sans-serif !important;} to body, table, td \{font-family: Verdana, Geneva, sans-serif !important;\} Chris Am 09.09.2016 um 13:24 schrieb raymond.teunissen at kpn.com: > Hi Chris, > > Thanks, i've tried it, but it doesn't seem to fix the issue for me. > > Couldn't compile template codeblock 'font-family: Verdana, Geneva, > sans-serif !important;': syntax error at template line 9 > > Raymond > > -----Oorspronkelijk bericht----- > Van: Christian Loos [mailto:cloos at netcologne.de] > Verzonden: vrijdag 9 september 2016 13:18 > Aan: Teunissen, Raymond; rt-users at lists.bestpractical.com > Onderwerp: Re: Outgoing HTML mail part 2 > > Hi, > > you must add a blank line after the "Content-Type" line to separate headers from body. > > See also > https://docs.bestpractical.com/rt/4.4.1/customizing/templates.html#Tem > plates > > Chris > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > From ag at galletet.ch Fri Sep 9 08:44:42 2016 From: ag at galletet.ch (Alexandre Galletet) Date: Fri, 9 Sep 2016 14:44:42 +0200 Subject: [rt-users] incoming (big) email are dropped Message-ID: <671d4c15-8dcd-9ff5-f868-7886938c034d@galletet.ch> Hello everyone, When we receive email with more than ~8MB I see only the three lines below in rt's log and that all. Noting in web interface. [2688] [Fri Sep 9 12:26:55 2016] [warning]: Use of uninitialized value $args{"Message"} in print at /opt/rt4/sbin/../lib/RT/EmailParser.pm line 121. (/opt/rt4/sbin/../lib/RT/EmailParser.pm:121) [2688] [Fri Sep 9 12:26:55 2016] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:568) [2688] [Fri Sep 9 12:26:55 2016] [error]: Couldn't parse or find sender's address (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:86) If I resent the same mail, with smaller attachment everything is OK. Is there a limit size for incoming mail ? Alex From ahall at autodist.com Fri Sep 9 08:46:45 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 9 Sep 2016 08:46:45 -0400 Subject: [rt-users] Applying logging changes? In-Reply-To: <041E4D18-5A9A-4ED7-ADBD-46707E0ADC5E@autodist.com> References: <041E4D18-5A9A-4ED7-ADBD-46707E0ADC5E@autodist.com> Message-ID: I got the file working, though nothing appears on the screen. Still, this is what I was after. I restarted RT itself and the FCGI server, so I'm not sure which did it. On Fri, Sep 9, 2016 at 7:30 AM, Alex Hall wrote: > Hi all, > I'm reading through the RT wiki page on logging, and I've set a file to > capture all debug output. I know it's a lot of information, but I want to > make sure it works. However, the file isn't getting updated at all. It > didn't exist, so I tried: > > cat /var/log/request-tracker4/rt.log > chown www-data /var/log/request-tracker4/rt.log > > but still nothing. Yes, I ran update-rt-siteconfig before checking for, > then making and re-checking, the file. Is there something else I have to do > to start logging? Kill and restart the FCGI server (I'm going through > Nginx)? I'm using 4.2.8 in case that makes a difference. Thanks. > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Fri Sep 9 09:05:15 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 9 Sep 2016 09:05:15 -0400 Subject: [rt-users] Ubuntu 16.04.1 LTS In-Reply-To: <20160909111434.46AD586C0F3@charkha.pavastupa.com> References: <7a44c55bd5d94059aed82d205124d067@T3EX01.t3s.local> <20160909111434.46AD586C0F3@charkha.pavastupa.com> Message-ID: <66bab912-1438-6814-ef1d-82d387923459@bestpractical.com> Maybe something with the FastCGI configuration? If you're using mod_fastcgi, you might consider converting to mod_fcgid since that appears to be supported by Apache now. If you switch, note that they did update the names of all of the directives, so use the names for the version of Apache you're running: https://httpd.apache.org/mod_fcgid/mod/mod_fcgid.html On 9/9/16 7:14 AM, Pavneet Arora wrote: > Exactly my problem as well. Still haven?t found a resolution to > recovering a working Rt on 16.04.1. Did a fresh install of Perl using > Perlbrew, and even did a fresh install of Rt 4.2.10 as well as 4.4.1 in > test environment. Still the same issues with the fastcgi server not > staying up. I am thinking that it is something in the apache2(.4) set up? > > > > I was able to solve the PHP issues with a side by side installation of > php5.6 and php7.0. All of our other applications seem stable. > > > > Sent from Mail for > Windows 10 > > > > *From: *Joel Bergmark > *Sent: *Friday, September 9, 2016 04:34 > *To: *rt-users at lists.bestpractical.com > > *Subject: *[rt-users] Ubuntu 16.04.1 LTS > > > > Hello everyone, > > > > Just want to ask if anyone have upgraded from Ubuntu server 14.04 LTS to > 16.04.1 LTS, and if RT broke because of it? > > > > Done this on a different server and got plenty of issues with other > services (Mostly because php7). > > > > Regards, Joel > > > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > From ahall at autodist.com Fri Sep 9 10:09:17 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 9 Sep 2016 10:09:17 -0400 Subject: [rt-users] Using Markdown in RT? Message-ID: Hello list, Is there any way I can replace the default WISIWYG editor with a simple Markdown composition editor? I woouldn't want this for everyone, but for me, Markdown is far easier to deal with than the default editor. A few others in my company may also prefer it, and I wouldn't mind having the option available to anyone who prefers it. Is this possible? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Sep 9 10:20:16 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 9 Sep 2016 09:20:16 -0500 Subject: [rt-users] Using Markdown in RT? In-Reply-To: References: Message-ID: On Fri, Sep 9, 2016 at 9:09 AM, Alex Hall wrote: > Hello list, > Is there any way I can replace the default WISIWYG editor with a simple > Markdown composition editor? I woouldn't want this for everyone, but for me, > Markdown is far easier to deal with than the default editor. A few others in > my company may also prefer it, and I wouldn't mind having the option > available to anyone who prefers it. Is this possible? Under user preferences one can disable the WYSIWYG editor - and thus use a regular textarea box. -m From ahall at autodist.com Fri Sep 9 10:43:31 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 9 Sep 2016 10:43:31 -0400 Subject: [rt-users] Using Markdown in RT? In-Reply-To: References: Message-ID: I've switched my own account to use that simple editor, but does it already handle Markdown syntax? If not, is there a plugin or setting to enable such support? On Fri, Sep 9, 2016 at 10:20 AM, Matt Zagrabelny wrote: > On Fri, Sep 9, 2016 at 9:09 AM, Alex Hall wrote: > > Hello list, > > Is there any way I can replace the default WISIWYG editor with a simple > > Markdown composition editor? I woouldn't want this for everyone, but for > me, > > Markdown is far easier to deal with than the default editor. A few > others in > > my company may also prefer it, and I wouldn't mind having the option > > available to anyone who prefers it. Is this possible? > > Under user preferences one can disable the WYSIWYG editor - and thus > use a regular textarea box. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Fri Sep 9 11:02:42 2016 From: jvdwege at xs4all.nl (Joop) Date: Fri, 9 Sep 2016 17:02:42 +0200 Subject: [rt-users] incoming (big) email are dropped In-Reply-To: <671d4c15-8dcd-9ff5-f868-7886938c034d@galletet.ch> References: <671d4c15-8dcd-9ff5-f868-7886938c034d@galletet.ch> Message-ID: <57D2CF12.2040006@xs4all.nl> On 9-9-2016 14:44, Alexandre Galletet wrote: > Hello everyone, > > When we receive email with more than ~8MB I see only the three lines > below in rt's log and that all. Noting in web interface. > > [2688] [Fri Sep 9 12:26:55 2016] [warning]: Use of uninitialized > value $args{"Message"} in print at > /opt/rt4/sbin/../lib/RT/EmailParser.pm line 121. > (/opt/rt4/sbin/../lib/RT/EmailParser.pm:121) > [2688] [Fri Sep 9 12:26:55 2016] [debug]: Encode::Guess guessed > encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:568) > [2688] [Fri Sep 9 12:26:55 2016] [error]: Couldn't parse or find > sender's address > (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:86) > > If I resent the same mail, with smaller attachment everything is OK. > > Is there a limit size for incoming mail ? See https://docs.bestpractical.com/rt/4.4.1/RT_Config.html and $MaxAttachmentSize and related options. Your database backend may enforce different limits, check with your dba. Regards, Joop From mzagrabe at d.umn.edu Fri Sep 9 11:13:45 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 9 Sep 2016 10:13:45 -0500 Subject: [rt-users] Using Markdown in RT? In-Reply-To: References: Message-ID: On Fri, Sep 9, 2016 at 9:43 AM, Alex Hall wrote: > I've switched my own account to use that simple editor, but does it already > handle Markdown syntax? If not, is there a plugin or setting to enable such > support? > It does not natively handle MD. A quick google did not yield any MD extensions for RT. It looks like there are JS MD editors - though I am not sure how much effort it would take to make an extension that uses them. Perhaps just a jquery call to change the textarea. -m From jvdwege at xs4all.nl Fri Sep 9 11:28:49 2016 From: jvdwege at xs4all.nl (Joop) Date: Fri, 9 Sep 2016 17:28:49 +0200 Subject: [rt-users] incoming (big) email are dropped In-Reply-To: <8a6225af-07ed-2cba-a4dc-da0dc2b1e270@galletet.ch> References: <671d4c15-8dcd-9ff5-f868-7886938c034d@galletet.ch> <57D2CF12.2040006@xs4all.nl> <8a6225af-07ed-2cba-a4dc-da0dc2b1e270@galletet.ch> Message-ID: <57D2D531.2040407@xs4all.nl> On 9-9-2016 17:21, Alexandre Galletet wrote: > Thanks Joop for your answer. > > I have in RT_SiteConfig.pm: > > Set($MaxAttachmentSize, 5*1024*1024); > Set($DropLongAttachments, 1); > > And the longest character string in postgresql is 1GB > > If I get a mail with 6MB attachment I get the mail but the attachment > is dropped. (that's OK) > > If attachment is larger than ~8GB I get NO mail at all. > Then the smtp server is dropping the mail. Joop From ahall at autodist.com Fri Sep 9 11:29:48 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 9 Sep 2016 11:29:48 -0400 Subject: [rt-users] Using Markdown in RT? In-Reply-To: References: Message-ID: As long as I know it's not built in and buried in settings somewhere, I won't pursue it. I'll wait until things are working and I'm more comfortable before trying to make a plugin. :) Thanks. On Fri, Sep 9, 2016 at 11:13 AM, Matt Zagrabelny wrote: > On Fri, Sep 9, 2016 at 9:43 AM, Alex Hall wrote: > > I've switched my own account to use that simple editor, but does it > already > > handle Markdown syntax? If not, is there a plugin or setting to enable > such > > support? > > > > It does not natively handle MD. A quick google did not yield any MD > extensions for RT. > > It looks like there are JS MD editors - though I am not sure how much > effort it would take to make an extension that uses them. Perhaps just > a jquery call to change the textarea. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Sep 9 13:15:41 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 9 Sep 2016 13:15:41 -0400 Subject: [rt-users] Continued problems with incoming email in RT Message-ID: Hello list, I'm seeing another problem in RT4.2.8, apart from mail never being deleted by RT itself. I'm using tickets at domain.com as my email address for all incoming tickets, with '+queue' added to the username. tickets+graphics, tickets+it, and so on. To support this, I have filters set up in the Gmail account we use for the tickets address, so that each "+queue" goes to the right folder. That is, tickets+it at domain.com is labeled as "technology" and skips the inbox, for instance. This works well, letting each message go to its own folder. In my fetchmailrc for RT, I then have a separate section for each queue, with each checking its own folder. I'll paste my full file below, with the email domain changed but otherwise exactly how it is on the server. The problem I'm seeing is that tickets to graphics work fine, but every other address goes to the general queue. I can't figure out why this is happening, because the sections should all be the same save the queue, folder, and usernames. Anyway, here's the file; domain1 is the email domain, of our primary website, while domain2 is the domain where I'm hosting the test RT for now: set daemon 300 poll imap.gmail.com proto IMAP: #this one works username tickets at domain1.com password ... mda "/usr/bin/rt-mailgate --url http://rt.domain2.com --queue general --action correspond" options ssl #this, too, works, putting messages into the graphics queue username tickets+graphics at domain1.com password ... mda "/usr/bin/rt-mailgate --url http://rt.domain2.com --queue graphics --action correspond" options ssl folder graphics #RT checks this folder, but puts its messages into the general queue username tickets+it at domain1.com password ... mda "/usr/bin/rt-mailgate --url http://rt.domain2.com --queue Technology --action correspond" options ssl folder technology #this does the same as the technology section username tickets+custserv at domain1.com password ... mda "/usr/bin/rt-mailgate --url rt.domain2.com --queue 'customer service' --action correspond" options ssl folder customer_service -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Fri Sep 9 13:28:12 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Fri, 9 Sep 2016 17:28:12 +0000 Subject: [rt-users] import tickets from csv file Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098F9D94@VONDC336.vonnat1.von.ca> Hello All, I have a new 4.4 install of RT and I would like to import tickets from another ticket system (Spiceworks). I can get the ticket info in a csv file to import but I have not found a script that works to populate RT with the info. I found a script by Alister West (https://alisterwest.com/code/perl-rt-import-tickets) but it did not work and it was made for RT4.0 I do not know perl enough to write my own script. So hopefully there is something out there that works and can be shared. Regards Brian -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Fri Sep 9 14:51:49 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Fri, 9 Sep 2016 18:51:49 +0000 Subject: [rt-users] import tickets from csv file In-Reply-To: References: <1B0952CE40023A48AE928B0BBBC4AD40098F9D94@VONDC336.vonnat1.von.ca> Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098FA0D3@VONDC336.vonnat1.von.ca> I can format the csv anyway as desired but importing as email will make me the requester for every ticket? From: Landon Stewart [mailto:lstewart at internap.com] Sent: Friday, September 9, 2016 2:38 PM To: Dunbar, Brian Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] import tickets from csv file What kind of columns does the CSV have? May it's possible to simply convert each record in the CSV to an email and use rt-mailgate? On Sep 9, 2016, at 10:28 AM, Dunbar, Brian > wrote: Hello All, I have a new 4.4 install of RT and I would like to import tickets from another ticket system (Spiceworks). I can get the ticket info in a csv file to import but I have not found a script that works to populate RT with the info. I found a script by Alister West (https://alisterwest.com/code/perl-rt-import-tickets) but it did not work and it was made for RT4.0 I do not know perl enough to write my own script. So hopefully there is something out there that works and can be shared. Regards Brian --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Fri Sep 9 15:02:39 2016 From: lstewart at internap.com (Landon Stewart) Date: Fri, 9 Sep 2016 19:02:39 +0000 Subject: [rt-users] import tickets from csv file In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098FA0D3@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098F9D94@VONDC336.vonnat1.von.ca> <1B0952CE40023A48AE928B0BBBC4AD40098FA0D3@VONDC336.vonnat1.von.ca> Message-ID: <5C99E1AE-748A-4C85-8ACF-C99C3520C299@internap.com> If you formulate the email with the "From:" as the requestor it would set it accordingly in the ticket. If RT is set to produce auto-replies though they'd get that auto-reply. On Sep 9, 2016, at 11:51 AM, Dunbar, Brian > wrote: I can format the csv anyway as desired but importing as email will make me the requester for every ticket? From: Landon Stewart [mailto:lstewart at internap.com] Sent: Friday, September 9, 2016 2:38 PM To: Dunbar, Brian Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] import tickets from csv file What kind of columns does the CSV have? May it's possible to simply convert each record in the CSV to an email and use rt-mailgate? On Sep 9, 2016, at 10:28 AM, Dunbar, Brian > wrote: Hello All, I have a new 4.4 install of RT and I would like to import tickets from another ticket system (Spiceworks). I can get the ticket info in a csv file to import but I have not found a script that works to populate RT with the info. I found a script by Alister West (https://alisterwest.com/code/perl-rt-import-tickets) but it did not work and it was made for RT4.0 I do not know perl enough to write my own script. So hopefully there is something out there that works and can be shared. Regards Brian --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Fri Sep 9 15:19:10 2016 From: lstewart at internap.com (Landon Stewart) Date: Fri, 9 Sep 2016 19:19:10 +0000 Subject: [rt-users] import tickets from csv file In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098FA0D3@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098F9D94@VONDC336.vonnat1.von.ca> <1B0952CE40023A48AE928B0BBBC4AD40098FA0D3@VONDC336.vonnat1.von.ca> Message-ID: <5C99E1AE-748A-4C85-8ACF-C99C3520C299@internap.com> If you formulate the email with the "From:" as the requestor it would set it accordingly in the ticket. If RT is set to produce auto-replies though they'd get that auto-reply. On Sep 9, 2016, at 11:51 AM, Dunbar, Brian > wrote: I can format the csv anyway as desired but importing as email will make me the requester for every ticket? From: Landon Stewart [mailto:lstewart at internap.com] Sent: Friday, September 9, 2016 2:38 PM To: Dunbar, Brian Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] import tickets from csv file What kind of columns does the CSV have? May it's possible to simply convert each record in the CSV to an email and use rt-mailgate? On Sep 9, 2016, at 10:28 AM, Dunbar, Brian > wrote: Hello All, I have a new 4.4 install of RT and I would like to import tickets from another ticket system (Spiceworks). I can get the ticket info in a csv file to import but I have not found a script that works to populate RT with the info. I found a script by Alister West (https://alisterwest.com/code/perl-rt-import-tickets) but it did not work and it was made for RT4.0 I do not know perl enough to write my own script. So hopefully there is something out there that works and can be shared. Regards Brian --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Fri Sep 9 15:27:19 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Fri, 9 Sep 2016 19:27:19 +0000 Subject: [rt-users] import tickets from csv file Message-ID: <88b6e6a9-892e-481f-87a4-90728115a70f@email.android.com> Thank you I think you have a great suggestion. On Sep 9, 2016 3:19 PM, Landon Stewart wrote: If you formulate the email with the "From:" as the requestor it would set it accordingly in the ticket. If RT is set to produce auto-replies though they'd get that auto-reply. On Sep 9, 2016, at 11:51 AM, Dunbar, Brian > wrote: I can format the csv anyway as desired but importing as email will make me the requester for every ticket? From: Landon Stewart [mailto:lstewart at internap.com] Sent: Friday, September 9, 2016 2:38 PM To: Dunbar, Brian Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] import tickets from csv file What kind of columns does the CSV have? May it's possible to simply convert each record in the CSV to an email and use rt-mailgate? On Sep 9, 2016, at 10:28 AM, Dunbar, Brian > wrote: Hello All, I have a new 4.4 install of RT and I would like to import tickets from another ticket system (Spiceworks). I can get the ticket info in a csv file to import but I have not found a script that works to populate RT with the info. I found a script by Alister West (https://alisterwest.com/code/perl-rt-import-tickets) but it did not work and it was made for RT4.0 I do not know perl enough to write my own script. So hopefully there is something out there that works and can be shared. Regards Brian --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From smb at twsupport.com Fri Sep 9 16:52:32 2016 From: smb at twsupport.com (Scott Boland) Date: Fri, 9 Sep 2016 13:52:32 -0700 Subject: [rt-users] Ubuntu 16.04.1 LTS Message-ID: We went from a server running 14.04 to 16.04.1. It took some work but it is running. The final solution was: 1. Dump of the database 2. Completely clean install and set up of RT on the new server (from RT directly, not from a repository). I tested this and saw it worked. The old server had RT set up to use mod_perl2. We now use mod_cfgid which seemed to be the default. 3. Restored the database. In our case we went from RT 4.0.x to RT 4.4.1 so at this point I used the steps to upgrade the DB. Things are working well so far. I hope this helps -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Fri Sep 9 14:37:30 2016 From: lstewart at internap.com (Landon Stewart) Date: Fri, 9 Sep 2016 18:37:30 +0000 Subject: [rt-users] import tickets from csv file In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098F9D94@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098F9D94@VONDC336.vonnat1.von.ca> Message-ID: What kind of columns does the CSV have? May it's possible to simply convert each record in the CSV to an email and use rt-mailgate? On Sep 9, 2016, at 10:28 AM, Dunbar, Brian > wrote: Hello All, I have a new 4.4 install of RT and I would like to import tickets from another ticket system (Spiceworks). I can get the ticket info in a csv file to import but I have not found a script that works to populate RT with the info. I found a script by Alister West (https://alisterwest.com/code/perl-rt-import-tickets) but it did not work and it was made for RT4.0 I do not know perl enough to write my own script. So hopefully there is something out there that works and can be shared. Regards Brian --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Sat Sep 10 01:52:08 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Sat, 10 Sep 2016 08:52:08 +0300 Subject: [rt-users] SimpleSearch returning all users Message-ID: Hi all, I've created a scrip who's objective is to search users on create to find one with a matching domain and CF.Consultant set, but the SimpleSearch returns all users my $Users = RT::Users->new($RT::SystemUser); $Users->SimpleSearch( Term => $Domain, # Return => 'CF.Consultant' ); I have Set($UserSearchFields, { EmailAddress => 'LIKE', Name => 'STARTSWITH', RealName => 'LIKE', }); I hashed out CF.Consultant as it gives the error [642] [Sat Sep 10 05:35:24 2016] [critical]: Possible SQL injection attack: CF.Consultant != (/var/www/sm-rt/sbin/../lib/RT/SearchBuilder.pm:898) [642] [Sat Sep 10 05:35:24 2016] [critical]: Possible SQL injection attack: CF.Consultant IS NOT (/var/www/sm-rt/sbin/../lib/RT/SearchBuilder.pm:898) thanks in advance Woody. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From ahall at autodist.com Sat Sep 10 08:41:19 2016 From: ahall at autodist.com (Alex Hall) Date: Sat, 10 Sep 2016 08:41:19 -0400 Subject: [rt-users] Receiving two emails per ticket update, and original messages in ticket? Message-ID: <1147B06A-1F9A-44F4-A519-E0C4CFA7ECA1@autodist.com> Hi list, Now that emails are sorted (save that one queue I emailed the list about yesterday) we're starting to test RT for real. There are two problems I noticed straight away. First, I'm getting two replies for each email reply. That is, if I open a ticket in IT and three people get it, each time one of them responds via email, I get two emails with the same content and from the same sender. The only difference is that one is just the reply, while the other includes the ticket URL at the top. Is there an right I can revoke to stop this happening twice? I have a feeling that it's going to happen to all queue admins, but I can't confirm that yet. The other problem is in the web UI. If I look at the replies, I see the reply sent in via email, but then I see the entire original message below it. Needless to say, this clutters up the ticket. How can I stop this from happening? OSTicket uses a specific line of text below which emails are cut off, something like "--reply above this line--". Is there a similar mechanism in RT? From woody at wildthingsafaris.com Sat Sep 10 12:09:26 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Sat, 10 Sep 2016 19:09:26 +0300 Subject: [rt-users] custom field change is two transactions Message-ID: <10e151db-fd69-25e0-76a9-1fbf5d6b6df5@wildthingsafaris.com> Hello, I want to subtact $txn->NewValue from $txn->OldValue but they are not both set in the same transaction When i change a custom field value, it seems to be two transactions, one removing the old value and another adding the new value, but it seems the new value is added before the new value is removed here i change a value from 8 to 5 [19537] [Sat Sep 10 15:49:11 2016] [debug]: Committing scrip #21 on txn #756 of ticket #24 (/var/www/sm-rt/sbin/../lib/RT/Scrips.pm:293) [19537] [Sat Sep 10 15:49:11 2016] [error]: Newvalue=5 Oldvalue= ((eval 546):2) [19537] [Sat Sep 10 15:49:11 2016] [debug]: Committing scrip #21 on txn #757 of ticket #24 (/var/www/sm-rt/sbin/../lib/RT/Scrips.pm:293) [19537] [Sat Sep 10 15:49:11 2016] [error]: Newvalue= Oldvalue=8 ((eval 549):2) condition is on custom field change custom action code my $txn = $self->TransactionObj; $RT::Logger->error("Newvalue=".$txn->NewValue." Oldvalue=".$txn->OldValue); I see other custom field changes that are from Yes to No showing both new and old values in the same transaction. eg [19537] [Sat Sep 10 15:49:11 2016] [debug]: Committing scrip #21 on txn #754 of ticket #24 (/var/www/sm-rt/sbin/../lib/RT/Scrips.pm:293) [19537] [Sat Sep 10 15:49:11 2016] [error]: Newvalue=Yes Oldvalue=No ((eval 539):2) what's going on? I'm confused! 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 barton at bywatersolutions.com Mon Sep 12 08:38:14 2016 From: barton at bywatersolutions.com (Barton Chittenden) Date: Mon, 12 Sep 2016 08:38:14 -0400 Subject: [rt-users] Using Markdown in RT? In-Reply-To: References: Message-ID: This is definitely a plugin that I would use... a *lot*. On Fri, Sep 9, 2016 at 11:29 AM, Alex Hall wrote: > As long as I know it's not built in and buried in settings somewhere, I > won't pursue it. I'll wait until things are working and I'm more > comfortable before trying to make a plugin. :) Thanks. > > On Fri, Sep 9, 2016 at 11:13 AM, Matt Zagrabelny > wrote: > >> On Fri, Sep 9, 2016 at 9:43 AM, Alex Hall wrote: >> > I've switched my own account to use that simple editor, but does it >> already >> > handle Markdown syntax? If not, is there a plugin or setting to enable >> such >> > support? >> > >> >> It does not natively handle MD. A quick google did not yield any MD >> extensions for RT. >> >> It looks like there are JS MD editors - though I am not sure how much >> effort it would take to make an extension that uses them. Perhaps just >> a jquery call to change the textarea. >> >> -m >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kcreasy at aph.org Mon Sep 12 09:10:59 2016 From: kcreasy at aph.org (Keith Creasy) Date: Mon, 12 Sep 2016 13:10:59 +0000 Subject: [rt-users] Using Markdown in RT? In-Reply-To: References: Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B772D93565@WINSRVEX10.aph.org> I agree that this would be a wonderful extension. I use markdown a lot with other web-based apps. Keith Creasy, Programmer and Technical Lead American Printing House f/t Blind Phone: 502.895.2405 Skype: keith537 From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Barton Chittenden Sent: Monday, September 12, 2016 8:38 AM To: Alex Hall Cc: rt-users Subject: Re: [rt-users] Using Markdown in RT? This is definitely a plugin that I would use... a *lot*. On Fri, Sep 9, 2016 at 11:29 AM, Alex Hall > wrote: As long as I know it's not built in and buried in settings somewhere, I won't pursue it. I'll wait until things are working and I'm more comfortable before trying to make a plugin. :) Thanks. On Fri, Sep 9, 2016 at 11:13 AM, Matt Zagrabelny > wrote: On Fri, Sep 9, 2016 at 9:43 AM, Alex Hall > wrote: > I've switched my own account to use that simple editor, but does it already > handle Markdown syntax? If not, is there a plugin or setting to enable such > support? > It does not natively handle MD. A quick google did not yield any MD extensions for RT. It looks like there are JS MD editors - though I am not sure how much effort it would take to make an extension that uses them. Perhaps just a jquery call to change the textarea. -m -- Alex Hall Automatic Distributors, IT department ahall at autodist.com --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Mon Sep 12 09:37:19 2016 From: bparish at cognex.com (Parish, Brent) Date: Mon, 12 Sep 2016 13:37:19 +0000 Subject: [rt-users] import tickets from csv file In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098F9D94@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098F9D94@VONDC336.vonnat1.von.ca> Message-ID: <5c32ce2f0f4f458bb5506ff09a2d78f7@USNAEXCP1.pc.cognex.com> It would definitely take some work to get it set up for your environment and CSV fields, but I wrote a script to import another system a while ago. http://parishnetworks.blogspot.com/2014/10/importing-into-rt-from-another-helpdesk.html I wish I had written it in a more generic, easy to adapt form, but I never expected to use it again or share it! I STRONGLY recommend running it in a dev environment first until you can work out the details and get it importing correctly. Good luck! Brent From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dunbar, Brian Sent: Friday, September 09, 2016 1:28 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] import tickets from csv file Hello All, I have a new 4.4 install of RT and I would like to import tickets from another ticket system (Spiceworks). I can get the ticket info in a csv file to import but I have not found a script that works to populate RT with the info. I found a script by Alister West (https://alisterwest.com/code/perl-rt-import-tickets) but it did not work and it was made for RT4.0 I do not know perl enough to write my own script. So hopefully there is something out there that works and can be shared. Regards Brian -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjg at ucsc.edu Mon Sep 12 12:08:44 2016 From: tjg at ucsc.edu (Tim Gustafson) Date: Mon, 12 Sep 2016 09:08:44 -0700 Subject: [rt-users] Moving Tickets in Bulk Message-ID: We just finished importing around 50,000 tickets from one RT instance into another instance with its own large collection of tickets. The rt-importer script put them into new queues (which we expected) rather than the ones we had already created in the destination system for the cut-over. I went in to start moving tickets from the imported queues into the correct ones, and noticed that it's kinda slow, and it's sending notification e-mails (via scrips) for each move. What's the safest way to move tickets from one queue to another in bulk without sending notification e-mails? Is it safe to just do: update Tickets set queue = 1234 where queue = 4321 in Postgres? I don't care so much if the ticket's transaction history doesn't show the move. -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From ktm at rice.edu Mon Sep 12 12:13:54 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 12 Sep 2016 11:13:54 -0500 Subject: [rt-users] Moving Tickets in Bulk In-Reply-To: References: Message-ID: <20160912161354.GM4950@aart.rice.edu> On Mon, Sep 12, 2016 at 09:08:44AM -0700, Tim Gustafson wrote: > We just finished importing around 50,000 tickets from one RT instance > into another instance with its own large collection of tickets. The > rt-importer script put them into new queues (which we expected) rather > than the ones we had already created in the destination system for the > cut-over. I went in to start moving tickets from the imported queues > into the correct ones, and noticed that it's kinda slow, and it's > sending notification e-mails (via scrips) for each move. > > What's the safest way to move tickets from one queue to another in > bulk without sending notification e-mails? Is it safe to just do: > > update Tickets set queue = 1234 where queue = 4321 > > in Postgres? I don't care so much if the ticket's transaction history > doesn't show the move. > > -- > > Tim Gustafson > tjg at ucsc.edu > 831-459-5354 > Baskin Engineering, Room 313A Hi Tim, That is how I have done it to avoid the notification flurry. Regards, Ken From tjg at ucsc.edu Mon Sep 12 12:16:06 2016 From: tjg at ucsc.edu (Tim Gustafson) Date: Mon, 12 Sep 2016 09:16:06 -0700 Subject: [rt-users] Moving Tickets in Bulk In-Reply-To: <20160912161354.GM4950@aart.rice.edu> References: <20160912161354.GM4950@aart.rice.edu> Message-ID: >> update Tickets set queue = 1234 where queue = 4321 > That is how I have done it to avoid the notification flurry. Thanks, I'm going to go with that for now. :) -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From ahall at autodist.com Mon Sep 12 12:53:37 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 12 Sep 2016 12:53:37 -0400 Subject: [rt-users] Adding group to one-time CC/Admin CC for ticket? Message-ID: Hi all, My boss has just been looking through RT, and he didn't like that everyone in a queue was emailed for every ticket. I've removed queue staff and admin groups as watchers so this won't happen again, and we'll rely on entering users into the one-time CC and Admin CC boxes instead, not to mention severity escalation. This made me wonder, though, if you can add a group as a CC or admin CC on a ticket? I know the field wants a comma-separated list of addresses, but couldn't a group name go in there, and the system pull the addresses on its own? It doesn't currently do this, at least on 4.2.8, but is it an option I could enable? Or a feature in newer versions of RT? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Mon Sep 12 12:56:53 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 12 Sep 2016 11:56:53 -0500 Subject: [rt-users] Adding group to one-time CC/Admin CC for ticket? In-Reply-To: References: Message-ID: <20160912165653.GP4950@aart.rice.edu> On Mon, Sep 12, 2016 at 12:53:37PM -0400, Alex Hall wrote: > Hi all, > My boss has just been looking through RT, and he didn't like that everyone > in a queue was emailed for every ticket. I've removed queue staff and admin > groups as watchers so this won't happen again, and we'll rely on entering > users into the one-time CC and Admin CC boxes instead, not to mention > severity escalation. > > This made me wonder, though, if you can add a group as a CC or admin CC on > a ticket? I know the field wants a comma-separated list of addresses, but > couldn't a group name go in there, and the system pull the addresses on its > own? It doesn't currently do this, at least on 4.2.8, but is it an option I > could enable? Or a feature in newer versions of RT? > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com Hi Alex, For severity escalation, you can use the priority change to have a Scrip automatically add an AdminCc to a particular ticket. Regards, Ken From kyle.dippery at uky.edu Mon Sep 12 11:27:50 2016 From: kyle.dippery at uky.edu (Kyle Dippery) Date: Mon, 12 Sep 2016 11:27:50 -0400 Subject: [rt-users] Ubuntu 16.04.1 LTS In-Reply-To: <20160909111434.46AD586C0F3@charkha.pavastupa.com> References: <7a44c55bd5d94059aed82d205124d067@T3EX01.t3s.local> <20160909111434.46AD586C0F3@charkha.pavastupa.com> Message-ID: <8b2e746d-b0b5-f694-6d8f-f05e87c41c46@uky.edu> I had to install a bunch of perl modules after the upgrade. (Probably "make fixdeps" or reinstalling RT would have done the same, more quickly, but I'm kind of stubborn sometimes. Also this wasn't our production server so I had some freedom to just poke at it and figure out what it needed.) The ones I installed via apt-get (some installed other dependencies of their own, that I didn't bother to record): ? libdatetime-perl ? libexception-class-perl ? libdbix-searchbuilder-perl ? libregexp-common-perl ? libregexp-common-net-cidr-perl ? librole-basic-perl ? libemail-address-perl ? libemail-address-list-perl ? libscope-upper-perl ? libdata-guid-perl ? libtext-template-perl ? libhtml-formattext-withlinks-perl ? lIbhtml-formattext-withlinks-andtables-perl ? libhtml-scrubber-perl ? libjson-perl ? libcrypt-eksblowfish-perl ? libtext-password-pronounceable-perl ? libregexp-ipv6-perl ? libnet-cidr-perl ? libtext-wrapper-perl ? libhtml-mason-psgihandler-perl ? starlet ? libapache-session-perl ? libnet-ip-perl Most of which I found by trying to run the rt-server script from a command line and translating the missing perl module to the ubuntu package name. Hope this helps... Cheers, Kyle On 09/09/2016 07:14 AM, Pavneet Arora wrote: > > Exactly my problem as well. Still haven?t found a resolution to > recovering a working Rt on 16.04.1. Did a fresh install of Perl using > Perlbrew, and even did a fresh install of Rt 4.2.10 as well as 4.4.1 > in test environment. Still the same issues with the fastcgi server not > staying up. I am thinking that it is something in the apache2(.4) set up? > > I was able to solve the PHP issues with a side by side installation of > php5.6 and php7.0. All of our other applications seem stable. > > Sent from Mail for > Windows 10 > > *From: *Joel Bergmark > *Sent: *Friday, September 9, 2016 04:34 > *To: *rt-users at lists.bestpractical.com > > *Subject: *[rt-users] Ubuntu 16.04.1 LTS > > Hello everyone, > > Just want to ask if anyone have upgraded from Ubuntu server 14.04 LTS > to 16.04.1 LTS, and if RT broke because of it? > > Done this on a different server and got plenty of issues with other > services (Mostly because php7). > > Regards, Joel > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 -- Kyle Dippery Engineering Computing Services 219 RMB 859-257-1346 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Sep 12 13:17:38 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 12 Sep 2016 13:17:38 -0400 Subject: [rt-users] Stripping quoted text from emailed ticket replies Message-ID: Hello all, The other major problem my boss has with RT is how emailed replies include quoted text/original messages. If four replies come in, each carrying with it the entire conversation history, the web UI showing the ticket very quickly becomes a huge mess. I found a thread from this list that says this feature was released in 4.0, but I don't see the option anywhere. http://www.gossamer-threads.com/lists/rt/users/98679 If it's an option, how would I turn it on? If there's a way to have some cut-off text, like "--reply above this line", below which all text is simply discarded, that would be great too. I'm on 4.2.8, so maybe the feature just got delayed and wound up in a newer version than I have? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavneet_arora at waroc.com Mon Sep 12 15:20:08 2016 From: pavneet_arora at waroc.com (pavneet_arora at waroc.com) Date: Mon, 12 Sep 2016 15:20:08 -0400 Subject: [rt-users] Ubuntu 16.04.1 LTS In-Reply-To: <8b2e746d-b0b5-f694-6d8f-f05e87c41c46@uky.edu> References: <7a44c55bd5d94059aed82d205124d067@T3EX01.t3s.local> <20160909111434.46AD586C0F3@charkha.pavastupa.com> <8b2e746d-b0b5-f694-6d8f-f05e87c41c46@uky.edu> Message-ID: <20160912192055.4E5FD86C0ED@charkha.pavastupa.com> Thanks, I'll give that a try although the shell command on my server is giving a different error. Will post output once I have ssh access. I have tried reinstalling 4.2.10 and fresh installing 4.4.1 with no change in behaviour. Fixdeps run in both cases. Also, debug log (rt.log) works for installation, but not for browser requests pointing, I think, to an issue with the upgraded Apache config. At this point, I think that it is a cgi issue but haven't yet had a chance to swap out for mod_fcgid. Regards. Pavneet Arora m: +1 (647) 406-6843 Sent from Windows 10 Mobile. Please excuse my brevity. From: Kyle Dippery -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Sep 12 15:29:10 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 12 Sep 2016 15:29:10 -0400 Subject: [rt-users] Apt source for RT dependencies? Message-ID: Hey all, Our virtual server host isn't too familiar with Linux. We have a Debian server, finally, but when I try to apt-get install request-tracker4, I get a bunch of errors about not being able to install dependencies. I'm using the sources the original install came with. What source(s) do I need to include to let Debian access the necessary dependencies for RT? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Mon Sep 12 15:32:47 2016 From: lstewart at internap.com (Landon Stewart) Date: Mon, 12 Sep 2016 19:32:47 +0000 Subject: [rt-users] Apt source for RT dependencies? In-Reply-To: References: Message-ID: <1A5CCB4D-B63F-4F3F-A6FC-D23660383276@internap.com> I would not use the repo version even without familiarity with Linux - it would make things actually more difficult later. I would follow the instructions exactly as they are written by BestPractical from the .tar.gz on their site. One thing you can do to make life a little easier before doing that however is to install the CPAN bundle with perl. On Sep 12, 2016, at 12:29 PM, Alex Hall > wrote: Hey all, Our virtual server host isn't too familiar with Linux. We have a Debian server, finally, but when I try to apt-get install request-tracker4, I get a bunch of errors about not being able to install dependencies. I'm using the sources the original install came with. What source(s) do I need to include to let Debian access the necessary dependencies for RT? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Mon Sep 12 15:36:03 2016 From: lstewart at internap.com (Landon Stewart) Date: Mon, 12 Sep 2016 19:36:03 +0000 Subject: [rt-users] Apt source for RT dependencies? In-Reply-To: <1A5CCB4D-B63F-4F3F-A6FC-D23660383276@internap.com> References: <1A5CCB4D-B63F-4F3F-A6FC-D23660383276@internap.com> Message-ID: <770CBF35-D074-42BC-98A6-AE9878D44D18@internap.com> > On Sep 12, 2016, at 12:32 PM, Landon Stewart wrote: > > I would not use the repo version even without familiarity with Linux - it would make things actually more difficult later. I would follow the instructions exactly as they are written by BestPractical from the .tar.gz on their site. One thing you can do to make life a little easier before doing that however is to install the CPAN bundle with perl. All on one line: PERL_MM_USE_DEFAULT=1 perl -MCPAN 'install CPAN::Bundle' From ahall at autodist.com Mon Sep 12 15:37:24 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 12 Sep 2016 15:37:24 -0400 Subject: [rt-users] Apt source for RT dependencies? In-Reply-To: <1A5CCB4D-B63F-4F3F-A6FC-D23660383276@internap.com> References: <1A5CCB4D-B63F-4F3F-A6FC-D23660383276@internap.com> Message-ID: I'm not even installing from source, just the pre-built package (4.2.8) for Debian. When I issue the command, I get a lot of depends: libcss-squish-perl but it is no installable depends: libstring-shellquote-perl but it is not installabl depends: libcrypt-xi09-perl but it is not installable and on and on like that. I've successfully installed RT using 'apt-get install request-tracker4' on two other Debian servers, so I know it works normally. Given the odd installation on this server, though, I suspect I'm just missing a source. I'm not familiar with Debian or Apt enough to say what, but I know I just have to add it to /etc/apt/source.list once I know what it is I need to add. On Mon, Sep 12, 2016 at 3:32 PM, Landon Stewart wrote: > I would not use the repo version even without familiarity with Linux - it > would make things actually more difficult later. I would follow the > instructions exactly as they are written by BestPractical from the .tar.gz > on their site. One thing you can do to make life a little easier before > doing that however is to install the CPAN bundle with perl. > > On Sep 12, 2016, at 12:29 PM, Alex Hall wrote: > > Hey all, > Our virtual server host isn't too familiar with Linux. We have a Debian > server, finally, but when I try to apt-get install request-tracker4, I get > a bunch of errors about not being able to install dependencies. I'm using > the sources the original install came with. What source(s) do I need to > include to let Debian access the necessary dependencies for RT? Thanks. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Mon Sep 12 15:27:15 2016 From: lstewart at internap.com (Landon Stewart) Date: Mon, 12 Sep 2016 19:27:15 +0000 Subject: [rt-users] Moving Tickets in Bulk In-Reply-To: References: Message-ID: <9B8E11E0-B5E7-47D9-B264-C43EAF8404BE@internap.com> I would personally avoid editing the database manually. Instead I would simply stop new mail from coming in from users/staff and disable the Scrip that would send the notification until the import is done. On Sep 12, 2016, at 9:08 AM, Tim Gustafson wrote: > > We just finished importing around 50,000 tickets from one RT instance > into another instance with its own large collection of tickets. The > rt-importer script put them into new queues (which we expected) rather > than the ones we had already created in the destination system for the > cut-over. I went in to start moving tickets from the imported queues > into the correct ones, and noticed that it's kinda slow, and it's > sending notification e-mails (via scrips) for each move. > > What's the safest way to move tickets from one queue to another in > bulk without sending notification e-mails? Is it safe to just do: > > update Tickets set queue = 1234 where queue = 4321 > > in Postgres? I don't care so much if the ticket's transaction history > doesn't show the move. From lstewart at internap.com Mon Sep 12 15:42:42 2016 From: lstewart at internap.com (Landon Stewart) Date: Mon, 12 Sep 2016 19:42:42 +0000 Subject: [rt-users] Apt source for RT dependencies? In-Reply-To: References: <1A5CCB4D-B63F-4F3F-A6FC-D23660383276@internap.com> <770CBF35-D074-42BC-98A6-AE9878D44D18@internap.com> Message-ID: On Sep 12, 2016, at 12:39 PM, Alex Hall > wrote: When I issue the command you suggested: Can't open perl script: no such file or directory Something seems very off about the Perl installation on this server, given that all the dependencies it can't get seem to be the Perl ones. What is installed related to perl? dpkg -l | grep perl Try that on a system that worked and the system that doesn't work and see if there's any obvious differences. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Sep 12 16:01:48 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 12 Sep 2016 16:01:48 -0400 Subject: [rt-users] Apt source for RT dependencies? In-Reply-To: References: <1A5CCB4D-B63F-4F3F-A6FC-D23660383276@internap.com> <770CBF35-D074-42BC-98A6-AE9878D44D18@internap.com> Message-ID: To my very inexperienced eye, nothing stands out between the two servers. I also had a look at sources.list for both, and the only difference I see is in the mirrors. One has no mirrors selected, but it does have the basic security.debian.org sources; the other has some mirrors for Digital Ocean, as that's where it's hosted. But that's the only difference I see--some extra mirrors. I added to the broken server deb http://httpredir.debian.org/debian jessie main but that didn't help. At the end of the attempt to install RT, I get E: unable to correct problems, you have held broken packages. On Mon, Sep 12, 2016 at 3:42 PM, Landon Stewart wrote: > > On Sep 12, 2016, at 12:39 PM, Alex Hall wrote: > > When I issue the command you suggested: > Can't open perl script: no such file or directory > Something seems very off about the Perl installation on this server, given > that all the dependencies it can't get seem to be the Perl ones. > > > What is installed related to perl? > > dpkg -l | grep perl > > Try that on a system that worked and the system that doesn't work and see > if there's any obvious differences. > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Sep 12 16:19:40 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 12 Sep 2016 16:19:40 -0400 Subject: [rt-users] Apt source for RT dependencies? In-Reply-To: References: <1A5CCB4D-B63F-4F3F-A6FC-D23660383276@internap.com> <770CBF35-D074-42BC-98A6-AE9878D44D18@internap.com> Message-ID: Great news! After adding httpredir.debian.org/debian to my sources list, then running apt-get update, then running apt-get install request-tracker4 --fix-missing, installation appears to be proceeding! I'll email if something goes disasterously wrong, but we're looking good for the moment. Thanks! On Mon, Sep 12, 2016 at 4:01 PM, Alex Hall wrote: > To my very inexperienced eye, nothing stands out between the two servers. > I also had a look at sources.list for both, and the only difference I see > is in the mirrors. One has no mirrors selected, but it does have the basic > security.debian.org sources; the other has some mirrors for Digital > Ocean, as that's where it's hosted. But that's the only difference I > see--some extra mirrors. I added to the broken server > deb http://httpredir.debian.org/debian jessie main > but that didn't help. At the end of the attempt to install RT, I get > E: unable to correct problems, you have held broken packages. > > > On Mon, Sep 12, 2016 at 3:42 PM, Landon Stewart > wrote: > >> >> On Sep 12, 2016, at 12:39 PM, Alex Hall wrote: >> >> When I issue the command you suggested: >> Can't open perl script: no such file or directory >> Something seems very off about the Perl installation on this server, >> given that all the dependencies it can't get seem to be the Perl ones. >> >> >> What is installed related to perl? >> >> dpkg -l | grep perl >> >> Try that on a system that worked and the system that doesn't work and see >> if there's any obvious differences. >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavneet_arora at waroc.com Mon Sep 12 17:51:22 2016 From: pavneet_arora at waroc.com (Pavneet Arora) Date: Mon, 12 Sep 2016 17:51:22 -0400 Subject: [rt-users] Ubuntu 16.04.1 LTS In-Reply-To: <20160912192055.4E5FD86C0ED@charkha.pavastupa.com> References: <7a44c55bd5d94059aed82d205124d067@T3EX01.t3s.local> <20160909111434.46AD586C0F3@charkha.pavastupa.com> <8b2e746d-b0b5-f694-6d8f-f05e87c41c46@uky.edu> <20160912192055.4E5FD86C0ED@charkha.pavastupa.com> Message-ID: <20160912215128.C677C86C0ED@charkha.pavastupa.com> This is the error that I am getting on the command line. If anyone has any insights, I would be most grateful before I dive into the switch to mod_fcgid with apache2 tonight: # /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 STDIN is not a socket, and no --listen, --socket, or --port provided Thanks. Pavneet Arora m: +1 (647) 406-6843 e: pavneet_arora at waroc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Mon Sep 12 18:12:18 2016 From: lstewart at internap.com (Landon Stewart) Date: Mon, 12 Sep 2016 22:12:18 +0000 Subject: [rt-users] Ubuntu 16.04.1 LTS In-Reply-To: <20160912215128.C677C86C0ED@charkha.pavastupa.com> References: <7a44c55bd5d94059aed82d205124d067@T3EX01.t3s.local> <20160909111434.46AD586C0F3@charkha.pavastupa.com> <8b2e746d-b0b5-f694-6d8f-f05e87c41c46@uky.edu> <20160912192055.4E5FD86C0ED@charkha.pavastupa.com> <20160912215128.C677C86C0ED@charkha.pavastupa.com> Message-ID: <80E2B648-385A-4484-B6F6-A9E8759AE1BE@internap.com> On Sep 12, 2016, at 2:51 PM, Pavneet Arora > wrote: This is the error that I am getting on the command line. If anyone has any insights, I would be most grateful before I dive into the switch to mod_fcgid with apache2 tonight: # /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 STDIN is not a socket, and no --listen, --socket, or --port provided Can you paste the full apache config for this site? What does the apache error log say for this site? -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavneet_arora at waroc.com Mon Sep 12 18:32:39 2016 From: pavneet_arora at waroc.com (Pavneet Arora) Date: Mon, 12 Sep 2016 18:32:39 -0400 Subject: [rt-users] Ubuntu 16.04.1 LTS In-Reply-To: <80E2B648-385A-4484-B6F6-A9E8759AE1BE@internap.com> References: <7a44c55bd5d94059aed82d205124d067@T3EX01.t3s.local> <20160909111434.46AD586C0F3@charkha.pavastupa.com> <8b2e746d-b0b5-f694-6d8f-f05e87c41c46@uky.edu> <20160912192055.4E5FD86C0ED@charkha.pavastupa.com> <20160912215128.C677C86C0ED@charkha.pavastupa.com> <80E2B648-385A-4484-B6F6-A9E8759AE1BE@internap.com> Message-ID: <20160912223241.C30FA86C0ED@charkha.pavastupa.com> Apache2 config unchanged from before the upgrade to 16.04.1 (host name and alias obscured): # Tell FastCGI to put its temporary files somewhere sane; this may # be necessary if your distribution doesn't already set it #FastCgiIpcDir /tmp FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ ServerAdmin webmaster at localhost ServerName ServerAlias DocumentRoot /opt/rt4/share/html = 2.4> # Require all granted Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi ## ErrorLog ${APACHE_LOG_DIR}/error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. ## LogLevel warn ## CustomLog ${APACHE_LOG_DIR}/access.log combined And the output of /opt/rt4/var/log/apache2.errors: [Mon Sep 12 17:44:47.246047 2016] [authz_core:debug] [pid 6242] mod_authz_core.c(809): [client 99.230.197.137:53085] AH01626: authorization result of Require all granted: granted [Mon Sep 12 17:44:47.246137 2016] [authz_core:debug] [pid 6242] mod_authz_core.c(809): [client 99.230.197.137:53085] AH01626: authorization result of : granted [Mon Sep 12 17:44:47.246472 2016] [authz_core:debug] [pid 6242] mod_authz_core.c(809): [client 99.230.197.137:53085] AH01626: authorization result of Require all granted: granted [Mon Sep 12 17:44:47.246509 2016] [authz_core:debug] [pid 6242] mod_authz_core.c(809): [client 99.230.197.137:53085] AH01626: authorization result of : granted [Mon Sep 12 17:49:47.323439 2016] [fastcgi:error] [pid 6242] [client 99.230.197.137:53085] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (300 sec) [Mon Sep 12 17:49:47.323532 2016] [fastcgi:error] [pid 6242] [client 99.230.197.137:53085] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt4/sbin/rt-server.fcgi" Pavneet Arora m: +1 (647) 406-6843 e: pavneet_arora at waroc.com From: Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjg at ucsc.edu Mon Sep 12 20:11:40 2016 From: tjg at ucsc.edu (Tim Gustafson) Date: Mon, 12 Sep 2016 17:11:40 -0700 Subject: [rt-users] Changing Text on RT Login Page Message-ID: Hi, We just moved a bunch of users to an RT instance that uses LDAP authentication, as opposed to RT-specific passwords. Some of our users don't read our announcement e-mails (imagine that...) and are trying to log in using their old RT-specific password, which is causing them to send e-mails asking why they can't log in. What's the "official" way to modify the login page's HTML to include some information about using their LDAP password? -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From jvdwege at xs4all.nl Tue Sep 13 02:23:40 2016 From: jvdwege at xs4all.nl (Joop) Date: Tue, 13 Sep 2016 08:23:40 +0200 Subject: [rt-users] Using Markdown in RT? In-Reply-To: References: Message-ID: <57D79B6C.9060106@xs4all.nl> On 9-9-2016 16:09, Alex Hall wrote: > Hello list, > Is there any way I can replace the default WISIWYG editor with a > simple Markdown composition editor? I woouldn't want this for > everyone, but for me, Markdown is far easier to deal with than the > default editor. A few others in my company may also prefer it, and I > wouldn't mind having the option available to anyone who prefers it. Is > this possible? RT uses ckedit for its richtext editor so this should probably work: http://ckeditor.com/addon/markdown Be sure to read the documentation about making LOCAL modifications to RT. Joop From ahall at autodist.com Tue Sep 13 07:07:11 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 13 Sep 2016 07:07:11 -0400 Subject: [rt-users] Database again stuck at SQLite? Message-ID: <916677D5-B9E6-431F-AE45-B9C40D704807@autodist.com> Hello all, I emailed last week asking a lot of questions, among them how to get my RT installation over to MySQL instead of SQLite3. Having moved to a company server, I'm again configuring RT, and I'm again stuck here. During the install, I accidentally hit enter at the database prompt rather than first hitting M. I figured I could change it later, so wasn't worried about it, especially as I'm now comfortable with how to update settings in RT. Yet, I can't seem to manage it. I've gone into RT_SiteConfig.d51dbconfig-common and made the changes, then issued update-rt-siteconfig and gotten confirmation that my configuration file was replaced, but the log continues to show that RT is trying to connect to SQLite. I've also restarted the RT service, and there's no server to restart since this database error kills the FCGI server immediately after it spawns. I've even restarted Nginx, though it shouldn't make a difference. I know there's a command to re-run the database configuration wizard, but I can't find it anywhere. Two things, then. What's the command to re-configure the database settings, and why might changing them in RT_SiteConfig.d and then running update-rt-siteconfig not make the changes I want? Thanks! From mzagrabe at d.umn.edu Tue Sep 13 10:02:33 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 13 Sep 2016 09:02:33 -0500 Subject: [rt-users] Changing Text on RT Login Page In-Reply-To: References: Message-ID: On Mon, Sep 12, 2016 at 7:11 PM, Tim Gustafson wrote: > Hi, > > We just moved a bunch of users to an RT instance that uses LDAP > authentication, as opposed to RT-specific passwords. Some of our > users don't read our announcement e-mails (imagine that...) and are > trying to log in using their old RT-specific password, which is > causing them to send e-mails asking why they can't log in. > > What's the "official" way to modify the login page's HTML to include > some information about using their LDAP password? Callbacks. There are a couple of ways, callbacks and local overrides. Callbacks are more flexible and allow upgrades to continue to occur without impediment. https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html In share/html/Elements/Login there are a few callbacks: $ grep -i callback share/html/Elements/Login % $m->callback( %ARGS, CallbackName => 'Header' ); % $m->callback( %ARGS, CallbackName => 'BeforeForm' ); %# Give callbacks a chance to add more control elements % $m->callback( %ARGS ); % $m->callback( %ARGS, CallbackName => 'AfterForm' ); -m From ahall at autodist.com Tue Sep 13 16:23:26 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 13 Sep 2016 16:23:26 -0400 Subject: [rt-users] Database again stuck at SQLite? In-Reply-To: <916677D5-B9E6-431F-AE45-B9C40D704807@autodist.com> References: <916677D5-B9E6-431F-AE45-B9C40D704807@autodist.com> Message-ID: Just a quick update. I've now tried changing the port and database username, then re-applying the settings with update-rt-siteconfig. They change just fine. Yet, the error in the log is still regarding SQLite3, even though the database type is very clearly set to mysql. I have no idea why the setting is right, but RT refuses to use it. Please, if anyone knows how to troubleshoot this or re-run the initial database setup, let me know. Thanks. On Tue, Sep 13, 2016 at 7:07 AM, Alex Hall wrote: > Hello all, > I emailed last week asking a lot of questions, among them how to get my RT > installation over to MySQL instead of SQLite3. Having moved to a company > server, I'm again configuring RT, and I'm again stuck here. During the > install, I accidentally hit enter at the database prompt rather than first > hitting M. I figured I could change it later, so wasn't worried about it, > especially as I'm now comfortable with how to update settings in RT. > > Yet, I can't seem to manage it. I've gone into RT_SiteConfig.d51dbconfig-common > and made the changes, then issued > update-rt-siteconfig > and gotten confirmation that my configuration file was replaced, but the > log continues to show that RT is trying to connect to SQLite. I've also > restarted the RT service, and there's no server to restart since this > database error kills the FCGI server immediately after it spawns. I've even > restarted Nginx, though it shouldn't make a difference. I know there's a > command to re-run the database configuration wizard, but I can't find it > anywhere. > > Two things, then. What's the command to re-configure the database > settings, and why might changing them in RT_SiteConfig.d and then running > update-rt-siteconfig not make the changes I want? Thanks! -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Wed Sep 14 09:00:48 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 14 Sep 2016 09:00:48 -0400 Subject: [rt-users] Database again stuck at SQLite? In-Reply-To: References: <916677D5-B9E6-431F-AE45-B9C40D704807@autodist.com> Message-ID: Hello all, I'm getting a bit desperate. I have no idea why the setting in 51-dbconfig-common and the main SiteConfig.pm file are both 'mysql', but the error when my FCGI server starts clearly indicates that RT is trying to connect to a SQLite database. I've run update-rt-siteconfig, and I've tried to run dbconfig-common; the latter doesn't exist, and I just get an error from the shell that it doesn't know the command. The former works fine, as indicated by all the settings being in the .pm file, but never actually seems to apply those settings for some reason. I've even re-installed both RT and rt4-db-mysql, but that didn't make any difference as, for some reason, the initial package configuration for RT didn't appear. I've also changed the database type in /etc/dbconfig-common/request-tracker4.conf, but again, to no avail. Perhaps there's a way of applying dbconfig-common changes I don't know? If anyone has any ideas about how I might get RT on the right backend, please, please send them along. We haven't been able to move RT to a local server, and thus start testing it with a wider pool of users, for two days because of this problem. My boss isn't happy, and I'm stuck. On Tue, Sep 13, 2016 at 4:23 PM, Alex Hall wrote: > Just a quick update. I've now tried changing the port and database > username, then re-applying the settings with update-rt-siteconfig. They > change just fine. Yet, the error in the log is still regarding SQLite3, > even though the database type is very clearly set to mysql. I have no idea > why the setting is right, but RT refuses to use it. Please, if anyone knows > how to troubleshoot this or re-run the initial database setup, let me know. > Thanks. > > On Tue, Sep 13, 2016 at 7:07 AM, Alex Hall wrote: > >> Hello all, >> I emailed last week asking a lot of questions, among them how to get my >> RT installation over to MySQL instead of SQLite3. Having moved to a company >> server, I'm again configuring RT, and I'm again stuck here. During the >> install, I accidentally hit enter at the database prompt rather than first >> hitting M. I figured I could change it later, so wasn't worried about it, >> especially as I'm now comfortable with how to update settings in RT. >> >> Yet, I can't seem to manage it. I've gone into >> RT_SiteConfig.d51dbconfig-common and made the changes, then issued >> update-rt-siteconfig >> and gotten confirmation that my configuration file was replaced, but the >> log continues to show that RT is trying to connect to SQLite. I've also >> restarted the RT service, and there's no server to restart since this >> database error kills the FCGI server immediately after it spawns. I've even >> restarted Nginx, though it shouldn't make a difference. I know there's a >> command to re-run the database configuration wizard, but I can't find it >> anywhere. >> >> Two things, then. What's the command to re-configure the database >> settings, and why might changing them in RT_SiteConfig.d and then running >> update-rt-siteconfig not make the changes I want? Thanks! > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Sep 14 09:52:08 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 14 Sep 2016 08:52:08 -0500 Subject: [rt-users] Database again stuck at SQLite? In-Reply-To: References: <916677D5-B9E6-431F-AE45-B9C40D704807@autodist.com> Message-ID: <20160914135208.GC4950@aart.rice.edu> On Wed, Sep 14, 2016 at 09:00:48AM -0400, Alex Hall wrote: > Hello all, > I'm getting a bit desperate. I have no idea why the setting in > 51-dbconfig-common and the main SiteConfig.pm file are both 'mysql', but > the error when my FCGI server starts clearly indicates that RT is trying to > connect to a SQLite database. I've run update-rt-siteconfig, and I've tried > to run dbconfig-common; the latter doesn't exist, and I just get an error > from the shell that it doesn't know the command. The former works fine, as > indicated by all the settings being in the .pm file, but never actually > seems to apply those settings for some reason. > > I've even re-installed both RT and rt4-db-mysql, but that didn't make any > difference as, for some reason, the initial package configuration for RT > didn't appear. I've also changed the database type in > /etc/dbconfig-common/request-tracker4.conf, but again, to no avail. Perhaps > there's a way of applying dbconfig-common changes I don't know? > > If anyone has any ideas about how I might get RT on the right backend, > please, please send them along. We haven't been able to move RT to a local > server, and thus start testing it with a wider pool of users, for two days > because of this problem. My boss isn't happy, and I'm stuck. > Hi Alex, I do not have any experience with your prebuilt packages. I always installed it myself and then a simple reconfig worked. Have you tried uninstalling all of the packages and re-installing from scratch with just the backend packages that you need? Good luck. Regards, Ken From martin.wheldon at greenhills-it.co.uk Wed Sep 14 10:02:58 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 14 Sep 2016 14:02:58 +0000 Subject: [rt-users] Database again stuck at SQLite? In-Reply-To: References: <916677D5-B9E6-431F-AE45-B9C40D704807@autodist.com> Message-ID: <3ad38d5205b4d3afba13cc741de1adf1@mail.greenhills-it.co.uk> Hi Alex, I've not run a Debian packaged install for a long time, but looking at the package dependancies I think the following may help. How did you do the package install? If you ran the following it should just work. $ sudo apt-get install request-tracker4 rt4-db-mysql If however you just installed the request-tracker4 package it would install rt4-db-sqlite and you will experience all kinds of issues like the ones you are describing. The following should fix your issues: $ sudo apt-get remove --purge request-tracker4 rt4-* $ sudo apt-get autoremove $ sudo apt-get install request-tracker4 rt4-db-mysql Hope that helps Martin On 2016-09-14 13:00, Alex Hall wrote: > Hello all, > I'm getting a bit desperate. I have no idea why the setting in > 51-dbconfig-common and the main SiteConfig.pm file are both 'mysql', > but the error when my FCGI server starts clearly indicates that RT is > trying to connect to a SQLite database. I've run update-rt-siteconfig, > and I've tried to run dbconfig-common; the latter doesn't exist, and I > just get an error from the shell that it doesn't know the command. The > former works fine, as indicated by all the settings being in the .pm > file, but never actually seems to apply those settings for some > reason. > > I've even re-installed both RT and rt4-db-mysql, but that didn't make > any difference as, for some reason, the initial package configuration > for RT didn't appear. I've also changed the database type in > /etc/dbconfig-common/request-tracker4.conf, but again, to no avail. > Perhaps there's a way of applying dbconfig-common changes I don't > know? > > If anyone has any ideas about how I might get RT on the right backend, > please, please send them along. We haven't been able to move RT to a > local server, and thus start testing it with a wider pool of users, > for two days because of this problem. My boss isn't happy, and I'm > stuck. > > On Tue, Sep 13, 2016 at 4:23 PM, Alex Hall wrote: > >> Just a quick update. I've now tried changing the port and database >> username, then re-applying the settings with update-rt-siteconfig. >> They change just fine. Yet, the error in the log is still regarding >> SQLite3, even though the database type is very clearly set to mysql. >> I have no idea why the setting is right, but RT refuses to use it. >> Please, if anyone knows how to troubleshoot this or re-run the >> initial database setup, let me know. Thanks. >> >> On Tue, Sep 13, 2016 at 7:07 AM, Alex Hall >> wrote: >> >>> Hello all, >>> I emailed last week asking a lot of questions, among them how to >>> get my RT installation over to MySQL instead of SQLite3. Having >>> moved to a company server, I'm again configuring RT, and I'm again >>> stuck here. During the install, I accidentally hit enter at the >>> database prompt rather than first hitting M. I figured I could >>> change it later, so wasn't worried about it, especially as I'm now >>> comfortable with how to update settings in RT. >>> >>> Yet, I can't seem to manage it. I've gone into >>> RT_SiteConfig.d51dbconfig-common and made the changes, then issued >>> update-rt-siteconfig >>> and gotten confirmation that my configuration file was replaced, >>> but the log continues to show that RT is trying to connect to >>> SQLite. I've also restarted the RT service, and there's no server >>> to restart since this database error kills the FCGI server >>> immediately after it spawns. I've even restarted Nginx, though it >>> shouldn't make a difference. I know there's a command to re-run >>> the database configuration wizard, but I can't find it anywhere. >>> >>> Two things, then. What's the command to re-configure the database >>> settings, and why might changing them in RT_SiteConfig.d and then >>> running update-rt-siteconfig not make the changes I want? Thanks! >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From ahall at autodist.com Wed Sep 14 10:44:29 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 14 Sep 2016 10:44:29 -0400 Subject: [rt-users] Database again stuck at SQLite? In-Reply-To: <3ad38d5205b4d3afba13cc741de1adf1@mail.greenhills-it.co.uk> References: <916677D5-B9E6-431F-AE45-B9C40D704807@autodist.com> <3ad38d5205b4d3afba13cc741de1adf1@mail.greenhills-it.co.uk> Message-ID: Thank you! It's working now, and I see what you mean about the rt4-db-* package installations. RT is finally running on our new server! On Wed, Sep 14, 2016 at 10:02 AM, Martin Wheldon < martin.wheldon at greenhills-it.co.uk> wrote: > Hi Alex, > > I've not run a Debian packaged install for a long time, but looking at the > package dependancies > I think the following may help. > > How did you do the package install? If you ran the following it should > just work. > $ sudo apt-get install request-tracker4 rt4-db-mysql > > If however you just installed the request-tracker4 package it would > install rt4-db-sqlite and you > will experience all kinds of issues like the ones you are describing. > > The following should fix your issues: > > $ sudo apt-get remove --purge request-tracker4 rt4-* > $ sudo apt-get autoremove > $ sudo apt-get install request-tracker4 rt4-db-mysql > > Hope that helps > > Martin > > On 2016-09-14 13:00, Alex Hall wrote: > >> Hello all, >> I'm getting a bit desperate. I have no idea why the setting in >> 51-dbconfig-common and the main SiteConfig.pm file are both 'mysql', >> but the error when my FCGI server starts clearly indicates that RT is >> trying to connect to a SQLite database. I've run update-rt-siteconfig, >> and I've tried to run dbconfig-common; the latter doesn't exist, and I >> just get an error from the shell that it doesn't know the command. The >> former works fine, as indicated by all the settings being in the .pm >> file, but never actually seems to apply those settings for some >> reason. >> >> I've even re-installed both RT and rt4-db-mysql, but that didn't make >> any difference as, for some reason, the initial package configuration >> for RT didn't appear. I've also changed the database type in >> /etc/dbconfig-common/request-tracker4.conf, but again, to no avail. >> Perhaps there's a way of applying dbconfig-common changes I don't >> know? >> >> If anyone has any ideas about how I might get RT on the right backend, >> please, please send them along. We haven't been able to move RT to a >> local server, and thus start testing it with a wider pool of users, >> for two days because of this problem. My boss isn't happy, and I'm >> stuck. >> >> On Tue, Sep 13, 2016 at 4:23 PM, Alex Hall wrote: >> >> Just a quick update. I've now tried changing the port and database >>> username, then re-applying the settings with update-rt-siteconfig. >>> They change just fine. Yet, the error in the log is still regarding >>> SQLite3, even though the database type is very clearly set to mysql. >>> I have no idea why the setting is right, but RT refuses to use it. >>> Please, if anyone knows how to troubleshoot this or re-run the >>> initial database setup, let me know. Thanks. >>> >>> On Tue, Sep 13, 2016 at 7:07 AM, Alex Hall >>> wrote: >>> >>> Hello all, >>>> I emailed last week asking a lot of questions, among them how to >>>> get my RT installation over to MySQL instead of SQLite3. Having >>>> moved to a company server, I'm again configuring RT, and I'm again >>>> stuck here. During the install, I accidentally hit enter at the >>>> database prompt rather than first hitting M. I figured I could >>>> change it later, so wasn't worried about it, especially as I'm now >>>> comfortable with how to update settings in RT. >>>> >>>> Yet, I can't seem to manage it. I've gone into >>>> RT_SiteConfig.d51dbconfig-common and made the changes, then issued >>>> update-rt-siteconfig >>>> and gotten confirmation that my configuration file was replaced, >>>> but the log continues to show that RT is trying to connect to >>>> SQLite. I've also restarted the RT service, and there's no server >>>> to restart since this database error kills the FCGI server >>>> immediately after it spawns. I've even restarted Nginx, though it >>>> shouldn't make a difference. I know there's a command to re-run >>>> the database configuration wizard, but I can't find it anywhere. >>>> >>>> Two things, then. What's the command to re-configure the database >>>> settings, and why might changing them in RT_SiteConfig.d and then >>>> running update-rt-siteconfig not make the changes I want? Thanks! >>>> >>> >>> -- >>> >>> Alex Hall >>> Automatic Distributors, IT department >>> ahall at autodist.com >>> >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 >> > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Wed Sep 14 11:06:39 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 14 Sep 2016 15:06:39 +0000 Subject: [rt-users] Database again stuck at SQLite? In-Reply-To: References: <916677D5-B9E6-431F-AE45-B9C40D704807@autodist.com> <3ad38d5205b4d3afba13cc741de1adf1@mail.greenhills-it.co.uk> Message-ID: <25854667a3a40451005eaa2ed4d1032b@mail.greenhills-it.co.uk> Hi Alex, No problem, glad you have it working. Martin On 2016-09-14 14:44, Alex Hall wrote: > Thank you! It's working now, and I see what you mean about the > rt4-db-* package installations. RT is finally running on our new > server! > > On Wed, Sep 14, 2016 at 10:02 AM, Martin Wheldon > wrote: > >> Hi Alex, >> >> I've not run a Debian packaged install for a long time, but looking >> at the package dependancies >> I think the following may help. >> >> How did you do the package install? If you ran the following it >> should just work. >> $ sudo apt-get install request-tracker4 rt4-db-mysql >> >> If however you just installed the request-tracker4 package it would >> install rt4-db-sqlite and you >> will experience all kinds of issues like the ones you are >> describing. >> >> The following should fix your issues: >> >> $ sudo apt-get remove --purge request-tracker4 rt4-* >> $ sudo apt-get autoremove >> $ sudo apt-get install request-tracker4 rt4-db-mysql >> >> Hope that helps >> >> Martin >> >> On 2016-09-14 13:00, Alex Hall wrote: >> Hello all, >> I'm getting a bit desperate. I have no idea why the setting in >> 51-dbconfig-common and the main SiteConfig.pm file are both 'mysql', >> but the error when my FCGI server starts clearly indicates that RT >> is >> trying to connect to a SQLite database. I've run >> update-rt-siteconfig, >> and I've tried to run dbconfig-common; the latter doesn't exist, and >> I >> just get an error from the shell that it doesn't know the command. >> The >> former works fine, as indicated by all the settings being in the .pm >> file, but never actually seems to apply those settings for some >> reason. >> >> I've even re-installed both RT and rt4-db-mysql, but that didn't >> make >> any difference as, for some reason, the initial package >> configuration >> for RT didn't appear. I've also changed the database type in >> /etc/dbconfig-common/request-tracker4.conf, but again, to no avail. >> Perhaps there's a way of applying dbconfig-common changes I don't >> know? >> >> If anyone has any ideas about how I might get RT on the right >> backend, >> please, please send them along. We haven't been able to move RT to a >> local server, and thus start testing it with a wider pool of users, >> for two days because of this problem. My boss isn't happy, and I'm >> stuck. >> >> On Tue, Sep 13, 2016 at 4:23 PM, Alex Hall >> wrote: >> >> Just a quick update. I've now tried changing the port and database >> username, then re-applying the settings with update-rt-siteconfig. >> They change just fine. Yet, the error in the log is still regarding >> SQLite3, even though the database type is very clearly set to mysql. >> I have no idea why the setting is right, but RT refuses to use it. >> Please, if anyone knows how to troubleshoot this or re-run the >> initial database setup, let me know. Thanks. >> >> On Tue, Sep 13, 2016 at 7:07 AM, Alex Hall >> wrote: >> >> Hello all, >> I emailed last week asking a lot of questions, among them how to >> get my RT installation over to MySQL instead of SQLite3. Having >> moved to a company server, I'm again configuring RT, and I'm again >> stuck here. During the install, I accidentally hit enter at the >> database prompt rather than first hitting M. I figured I could >> change it later, so wasn't worried about it, especially as I'm now >> comfortable with how to update settings in RT. >> >> Yet, I can't seem to manage it. I've gone into >> RT_SiteConfig.d51dbconfig-common and made the changes, then issued >> update-rt-siteconfig >> and gotten confirmation that my configuration file was replaced, >> but the log continues to show that RT is trying to connect to >> SQLite. I've also restarted the RT service, and there's no server >> to restart since this database error kills the FCGI server >> immediately after it spawns. I've even restarted Nginx, though it >> shouldn't make a difference. I know there's a command to re-run >> the database configuration wizard, but I can't find it anywhere. >> >> Two things, then. What's the command to re-configure the database >> settings, and why might changing them in RT_SiteConfig.d and then >> running update-rt-siteconfig not make the changes I want? Thanks! >> >> -- >> >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training [1] > * Boston - October 24-26 > * Los Angeles - Q1 2017 > > -- > > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > > Links: > ------ > [1] https://bestpractical.com/training From fleon at seguroscatatumbo.com Wed Sep 14 10:25:15 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Wed, 14 Sep 2016 07:25:15 -0700 (MST) Subject: [rt-users] Can't login to RT using Active Directory Message-ID: <1473863115453-62539.post@n7.nabble.com> I have been able to use Active Directory as authentication with the ExternalAuth plugin, both before and after it was integrated in RT 4.4. But today it isn't allowing anyone in, and this is shown in the error logs: [8629] [Wed Sep 14 15:28:49 2016] [error]: FAILED LOGIN for fleon from 192.168.3.57 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) [8629] [Wed Sep 14 15:29:31 2016] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49 (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:678) I'm 100% sure i am using the correct password, i even tried other test accounts i have and know they can authenticate against AD just fine. I am also sure nothing has changed on AD itself or in RT's configuration, however this is my current ExternalAuth configuration: Set($ExternalAuth, 1); Set($ExternalAuthPriority, [ 'My_LDAP']); Set($ExternalInfoPriority, [ 'My_LDAP']); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($UserAutocreateDefaultsOnLogin, {Privileged => 0 }); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => '192.168.100.5', 'user' => 'MYUSER', 'pass' => 'MYPASS', 'base' => 'dc=mycompany,dc=com', 'filter' => '(objectClass=person)', 'd_filter' => '(objectClass=FooBarBaz)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'displayName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'description', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); I am using debian 8 jessie with RT 4.4.1. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-login-to-RT-using-Active-Directory-tp62539.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Daniel.Schwager at dtnet.de Wed Sep 14 11:55:17 2016 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Wed, 14 Sep 2016 15:55:17 +0000 Subject: [rt-users] Can't login to RT using Active Directory In-Reply-To: <1473863115453-62539.post@n7.nabble.com> References: <1473863115453-62539.post@n7.nabble.com> Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F244189A0@exchange2.dtnet.de> Hi, > I'm 100% sure i am using the correct password, i even tried other test > accounts i have and know they can authenticate against AD just fine. try ldapsearch to connect to your AD like ldapsearch -x -H ldap://192.168.100.5:389 -D MYUSER -w MYPASS -b "dc=yourdomain,dc=com" "cn=Administrator" Best regards Daniel > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of fleon > Sent: Wednesday, September 14, 2016 4:25 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Can't login to RT using Active Directory > > I have been able to use Active Directory as authentication with the > ExternalAuth plugin, both before and after it was integrated in RT 4.4. > > But today it isn't allowing anyone in, and this is shown in the error logs: > > [8629] [Wed Sep 14 15:28:49 2016] [error]: FAILED LOGIN for fleon from > 192.168.3.57 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:826) > [8629] [Wed Sep 14 15:29:31 2016] [critical]: > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > LDAP_INVALID_CREDENTIALS 49 > (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:678) > > I'm 100% sure i am using the correct password, i even tried other test > accounts i have and know they can authenticate against AD just fine. > > I am also sure nothing has changed on AD itself or in RT's configuration, > however this is my current ExternalAuth configuration: > Set($ExternalAuth, 1); > Set($ExternalAuthPriority, [ 'My_LDAP']); > Set($ExternalInfoPriority, [ 'My_LDAP']); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 1); > Set($UserAutocreateDefaultsOnLogin, {Privileged => 0 }); > > Set($ExternalSettings, > { > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => '192.168.100.5', > 'user' => 'MYUSER', > 'pass' => 'MYPASS', > 'base' => 'dc=mycompany,dc=com', > 'filter' => '(objectClass=person)', > 'd_filter' => '(objectClass=FooBarBaz)', > 'tls' => 0, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => [ 'Name', > 'EmailAddress' > ], > 'attr_map' => { 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'displayName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'description', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > } > } > ); > > I am using debian 8 jessie with RT 4.4.1. Thanks > > > > > > > > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-login-to-RT-using-Active- > Directory-tp62539.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4000 bytes Desc: not available URL: From fleon at seguroscatatumbo.com Wed Sep 14 11:39:13 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Wed, 14 Sep 2016 08:39:13 -0700 (MST) Subject: [rt-users] Can't login to RT using Active Directory In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F244189A0@exchange2.dtnet.de> References: <1473863115453-62539.post@n7.nabble.com> <5C4B841CCF894A4CBD8B13E25E2A575F244189A0@exchange2.dtnet.de> Message-ID: <1473867553850-62541.post@n7.nabble.com> It works, with the caveat that i have to put the full username (user at mycompany.com) for it to work. I tried to use the same tactic in RT but still same error. MYUSER in RT's configuration is without the domain name. Should i edit and try? I have never needed to do that before -- View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-login-to-RT-using-Active-Directory-tp62539p62541.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fleon at seguroscatatumbo.com Wed Sep 14 11:45:01 2016 From: fleon at seguroscatatumbo.com (fleon) Date: Wed, 14 Sep 2016 08:45:01 -0700 (MST) Subject: [rt-users] Can't login to RT using Active Directory In-Reply-To: <1473867553850-62541.post@n7.nabble.com> References: <1473863115453-62539.post@n7.nabble.com> <5C4B841CCF894A4CBD8B13E25E2A575F244189A0@exchange2.dtnet.de> <1473867553850-62541.post@n7.nabble.com> Message-ID: <1473867901917-62542.post@n7.nabble.com> I added the domain to the username in RT's configuration, restarted apache and now it works. Don't know if it's because it's needed or just because i restarted apache, though i did that earlier and didn't work. I don't think anything changed in AD for it to require the full username, maybe a windows update changed that, i don't know. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-login-to-RT-using-Active-Directory-tp62539p62542.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From scottkoch at gmail.com Wed Sep 14 14:20:43 2016 From: scottkoch at gmail.com (Scott Koch) Date: Wed, 14 Sep 2016 18:20:43 +0000 Subject: [rt-users] AdminCC on Queue Change Message-ID: RT Version: 4.2.12 (install has existed since 2003 and survived many major upgrades) Expected Behavior: When I move a existing ticket from one queue to another, the new queues AdminCCs will apply to that ticket for future comments and correspondences. I'm not expecting to see that particular tickets's AdminCC settings change, but I expect when a comment is made that the queues AdminCC members show up in the BCC field of comment and correspondence emails. Actual Behavior: On comments and correspondences to the moved ticket, it behaves as if there are no AdminCCs set on that queue, despite there being queue-wide AdminCCs set. The queue in question works as expected for the same AdminCCs when a ticket is created directly in that queue. I am not on the AdminCC list, so my actions should not be subject to the NotifyActor setting. I am trying to figure out if this feature, lets call it "Tickets moved to a new queue are affected by AdminCC of new queue", should be: - Something that should just work in RT out of the box(not a scrip/extention/site modification etc), this was my assumption initially - Something that is handled by a default scrip (we have done a lot of scrip additions, modifications, and possibly deletions? so i'm suspect of our current scrips) - Something that we can create our own scrip to handle - Or am I completely missing something? Any information that can be provided about how queue AdminCCs apply to tickets(especially those moved to the queue, instead of create) would be greatly appreciated. Thanks! -Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Sep 14 15:32:23 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 14 Sep 2016 14:32:23 -0500 Subject: [rt-users] AdminCC on Queue Change In-Reply-To: References: Message-ID: On Wed, Sep 14, 2016 at 1:20 PM, Scott Koch wrote: > RT Version: 4.2.12 (install has existed since 2003 and survived many major > upgrades) > > Expected Behavior: When I move a existing ticket from one queue to another, > the new queues AdminCCs will apply to that ticket for future comments and > correspondences. I'm not expecting to see that particular tickets's AdminCC > settings change, but I expect when a comment is made that the queues AdminCC > members show up in the BCC field of comment and correspondence emails. > > Actual Behavior: On comments and correspondences to the moved ticket, it > behaves as if there are no AdminCCs set on that queue, despite there being > queue-wide AdminCCs set. The queue in question works as expected for the > same AdminCCs when a ticket is created directly in that queue. I am not on > the AdminCC list, so my actions should not be subject to the NotifyActor > setting. The way you worded this last sentence gives the impression that you have a different understanding of NotifyActor than I do. Perhaps it is just how I read the sentence, but perhaps not. NotifyActor doesn't necessarily have anything to do with AdminCcs. It has to do with the creator of the transaction (actor) and any email recipients from scrips that would fire off from said transaction. Generally "Notify" type actions will check if any of the recipients are the actor of the txn, if they are, then those recipients won't get an email - unless a configuration is set to do so. > I am trying to figure out if this feature, lets call it "Tickets moved to a > new queue are affected by AdminCC of new queue", should be: > - Something that should just work in RT out of the box(not a > scrip/extention/site modification etc), this was my assumption initially Nope. It would be a scrip. > - Something that is handled by a default scrip (we have done a lot of scrip > additions, modifications, and possibly deletions? so i'm suspect of our > current scrips) I don't recall if there is a scrip out of the gates that does this. From: https://github.com/bestpractical/rt/blob/stable/etc/initialdata it doesn't look like there is a notify for ticket's queue changing. > - Something that we can create our own scrip to handle Here is our scrip. It runs under transaction batch: rt4=# select * from scrips where id = 75 :G -[ RECORD 1 ]----------+----------------------------------------------------------------------- id | 75 description | On Queue Change if Owner is Nobody Notify AdminCcs scripcondition | 10 scripaction | 8 customisapplicablecode | my $is_queue_changed = 0; | my $is_owner_changed = 0; | | # We make a note of the owner because we have another scrip | # which will email the AdminCcs if the owner is being changed | # to or from Nobody | | my $is_owner_nobody = ($self->TicketObj->Owner == RT::Nobody->id); | | my $batch = $self->TicketObj->TransactionBatch; | | if ($batch && ref($batch)) { | for my $txn (@$batch) { | if (($txn->Field || q{}) eq 'Queue') { | $is_queue_changed = 1; | } | elsif ( | ($txn->Field || q{}) eq 'Owner' | && | ($txn->Type || q{}) eq 'SetWatcher' | ) { | $is_owner_changed = 1; | } | } | } | | return ($is_queue_changed && ! $is_owner_changed && $is_owner_nobody); custompreparecode | customcommitcode | template | Queue Change creator | 123670 created | 2014-06-09 21:08:54 lastupdatedby | 123670 lastupdated | 2014-06-09 21:09:44 disabled | 0 > - Or am I completely missing something? I don't think you are missing anything. If it used to work, then check your scrips and if those look in order, look at logs or start adding debugging statements to the code. > Any information that can be provided about how queue AdminCCs apply to > tickets(especially those moved to the queue, instead of create) would be > greatly appreciated. Queue adminccs exist as well as ticket adminccs - at the end of the day, they are both adminccs, but the queue ones exist more in the background - you don't see them on the ticket display page. -m From scottkoch at gmail.com Wed Sep 14 15:48:06 2016 From: scottkoch at gmail.com (Scott Koch) Date: Wed, 14 Sep 2016 19:48:06 +0000 Subject: [rt-users] AdminCC on Queue Change In-Reply-To: References: Message-ID: Thanks for the response, I think you may have misinterpreted my issue, see below. RT is hard to talk about due to the language overlap(English words and RT terms), so I may have said something confusing. On Wed, Sep 14, 2016 at 3:33 PM Matt Zagrabelny wrote: > On Wed, Sep 14, 2016 at 1:20 PM, Scott Koch wrote: > > RT Version: 4.2.12 (install has existed since 2003 and survived many > major > > upgrades) > > > > Expected Behavior: When I move a existing ticket from one queue to > another, > > the new queues AdminCCs will apply to that ticket for future comments and > > correspondences. I'm not expecting to see that particular tickets's > AdminCC > > settings change, but I expect when a comment is made that the queues > AdminCC > > members show up in the BCC field of comment and correspondence emails. > > > > Actual Behavior: On comments and correspondences to the moved ticket, it > > behaves as if there are no AdminCCs set on that queue, despite there > being > > queue-wide AdminCCs set. The queue in question works as expected for the > > same AdminCCs when a ticket is created directly in that queue. I am not > on > > the AdminCC list, so my actions should not be subject to the NotifyActor > > setting. > > The way you worded this last sentence gives the impression that you > have a different understanding of NotifyActor than I do. Perhaps it is > just how I read the sentence, but perhaps not. > > NotifyActor doesn't necessarily have anything to do with AdminCcs. It > has to do with the creator of the transaction (actor) and any email > recipients from scrips that would fire off from said transaction. > Generally "Notify" type actions will check if any of the recipients > are the actor of the txn, if they are, then those recipients won't get > an email - unless a configuration is set to do so. > > I only mentioned NotifyActor to demonstrate to my audience that this setting isn't affecting the desired result, due to my user being the only user listed in the AdminCC setting(which is not the case). Forget I even mentioned it. > > I am trying to figure out if this feature, lets call it "Tickets moved > to a > > new queue are affected by AdminCC of new queue", should be: > > - Something that should just work in RT out of the box(not a > > scrip/extention/site modification etc), this was my assumption initially > > Nope. It would be a scrip. > The scrip you mention below is to notify on a ticket changing queues, that is not the feature I am chasing. I want the list of emails in the queue-wide AdminCC to get the typical notifications on all future comments and correspondences made to tickets(specifically tickets that are moved into a new queue). This feature works for tickets created in the original queue, and I don't see a script thats doing the notifications, so I assume its a built in RT feature? > > > - Something that is handled by a default scrip (we have done a lot of > scrip > > additions, modifications, and possibly deletions? so i'm suspect of our > > current scrips) > > I don't recall if there is a scrip out of the gates that does this. From: > > https://github.com/bestpractical/rt/blob/stable/etc/initialdata > > it doesn't look like there is a notify for ticket's queue changing. > > > - Something that we can create our own scrip to handle > > Here is our scrip. It runs under transaction batch: > > rt4=# select * from scrips where id = 75 :G > -[ RECORD 1 > ]----------+----------------------------------------------------------------------- > id | 75 > description | On Queue Change if Owner is Nobody Notify AdminCcs > scripcondition | 10 > scripaction | 8 > customisapplicablecode | my $is_queue_changed = 0; > | my $is_owner_changed = 0; > | > | # We make a note of the owner because we have > another scrip > | # which will email the AdminCcs if the owner > is being changed > | # to or from Nobody > | > | my $is_owner_nobody = > ($self->TicketObj->Owner == RT::Nobody->id); > | > | my $batch = $self->TicketObj->TransactionBatch; > | > | if ($batch && ref($batch)) { > | for my $txn (@$batch) { > | if (($txn->Field || q{}) eq 'Queue') { > | $is_queue_changed = 1; > | } > | elsif ( > | ($txn->Field || q{}) eq 'Owner' > | && > | ($txn->Type || q{}) eq 'SetWatcher' > | ) { > | $is_owner_changed = 1; > | } > | } > | } > | > | return ($is_queue_changed && ! > $is_owner_changed && $is_owner_nobody); > custompreparecode | > customcommitcode | > template | Queue Change > creator | 123670 > created | 2014-06-09 21:08:54 > lastupdatedby | 123670 > lastupdated | 2014-06-09 21:09:44 > disabled | 0 > > > > > - Or am I completely missing something? > > I don't think you are missing anything. If it used to work, then check > your scrips and if those look in order, look at logs or start adding > debugging statements to the code. > > > Any information that can be provided about how queue AdminCCs apply to > > tickets(especially those moved to the queue, instead of create) would be > > greatly appreciated. > > Queue adminccs exist as well as ticket adminccs - at the end of the > day, they are both adminccs, but the queue ones exist more in the > background - you don't see them on the ticket display page. > > -m > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Sep 14 16:06:32 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 14 Sep 2016 15:06:32 -0500 Subject: [rt-users] AdminCC on Queue Change In-Reply-To: References: Message-ID: On Wed, Sep 14, 2016 at 2:48 PM, Scott Koch wrote: > Thanks for the response, I think you may have misinterpreted my issue, see > below. RT is hard to talk about due to the language overlap(English words > and RT terms), so I may have said something confusing. Okay. Sorry about the noise. :) > On Wed, Sep 14, 2016 at 3:33 PM Matt Zagrabelny wrote: >> >> On Wed, Sep 14, 2016 at 1:20 PM, Scott Koch wrote: >> > RT Version: 4.2.12 (install has existed since 2003 and survived many >> > major >> > upgrades) >> > >> > Expected Behavior: When I move a existing ticket from one queue to >> > another, >> > the new queues AdminCCs will apply to that ticket for future comments >> > and >> > correspondences. I'm not expecting to see that particular tickets's >> > AdminCC >> > settings change, but I expect when a comment is made that the queues >> > AdminCC >> > members show up in the BCC field of comment and correspondence emails. >> > >> > Actual Behavior: On comments and correspondences to the moved ticket, >> > it >> > behaves as if there are no AdminCCs set on that queue, despite there >> > being >> > queue-wide AdminCCs set. The queue in question works as expected for the >> > same AdminCCs when a ticket is created directly in that queue. I am not >> > on >> > the AdminCC list, so my actions should not be subject to the NotifyActor >> > setting. >> >> The way you worded this last sentence gives the impression that you >> have a different understanding of NotifyActor than I do. Perhaps it is >> just how I read the sentence, but perhaps not. >> >> NotifyActor doesn't necessarily have anything to do with AdminCcs. It >> has to do with the creator of the transaction (actor) and any email >> recipients from scrips that would fire off from said transaction. >> Generally "Notify" type actions will check if any of the recipients >> are the actor of the txn, if they are, then those recipients won't get >> an email - unless a configuration is set to do so. >> > > I only mentioned NotifyActor to demonstrate to my audience that this setting > isn't affecting the desired result, due to my user being the only user > listed in the AdminCC setting(which is not the case). Forget I even > mentioned it. Forgotten. >> >> > I am trying to figure out if this feature, lets call it "Tickets moved >> > to a >> > new queue are affected by AdminCC of new queue", should be: >> > - Something that should just work in RT out of the box(not a >> > scrip/extention/site modification etc), this was my assumption initially >> >> Nope. It would be a scrip. > > > The scrip you mention below is to notify on a ticket changing queues, that > is not the feature I am chasing. I want the list of emails in the queue-wide > AdminCC to get the typical notifications on all future comments and > correspondences made to tickets(specifically tickets that are moved into a > new queue). Okay. Now I understand. :) This feature works for tickets created in the original queue, > and I don't see a script thats doing the notifications, so I assume its a > built in RT feature? Nope. Not a built-in feature. It would be a scrip. You can check the mail headers in the email received from RT and find out what scrip generated the email. I believe it is the Message-ID. Here is one from our RT instance: Message-ID: The 116322 is the ticket ID. The 4 following it is the scrip: rt4=# select description from scrips where id = 4 ; description --------------------------- On Create Notify AdminCcs So you could start with the emails that you are getting and see what scrip is firing those off. After that, you could look at logs or add debugging info to your scrip code. -m From ahall at autodist.com Thu Sep 15 08:35:36 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 15 Sep 2016 08:35:36 -0400 Subject: [rt-users] Changing logo, and viewing *all* tickets? Message-ID: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> Hello all, A couple questions from my boss that I don't know how to answer: can I change the logo and link that appears at the top of all RT pages? He wants it to be our logo and the link to go to our homepage. The other question is about viewing tickets. As the head of the company, he wants, quite understandably, to have a way of viewing all open tickets regardless of queue. I've given the admins group all the permissions I could find, and added him to that, so he should have whatever rights are needed to do this. Yet, neither of us can find a way to bring up such a view. Tickets in which he is involved, sure, but not *every* active ticket in RT. Is there an easy way, or will have I have to make a special group that is admin CC on all tickets? I'd rather not, since that would give him a ton of unwanted emails. Thanks for any information on either one. Of the two, viewing all tickets is much more important. Sent from my iPhone -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Sep 15 09:54:58 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 15 Sep 2016 08:54:58 -0500 Subject: [rt-users] Changing logo, and viewing *all* tickets? In-Reply-To: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> References: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> Message-ID: On Thu, Sep 15, 2016 at 7:35 AM, Alex Hall wrote: > Hello all, > A couple questions from my boss that I don't know how to answer: can I > change the logo and link that appears at the top of all RT pages? He wants > it to be our logo and the link to go to our homepage. Yep. See $LogoURL and $LogoLinkURL https://docs.bestpractical.com/rt/4.4.1/RT_Config.html > The other question is about viewing tickets. As the head of the company, he > wants, quite understandably, to have a way of viewing all open tickets > regardless of queue. I've given the admins group all the permissions I could > find, and added him to that, so he should have whatever rights are needed to > do this. Yet, neither of us can find a way to bring up such a view. Tickets > in which he is involved, sure, but not *every* active ticket in RT. Is there > an easy way, or will have I have to make a special group that is admin CC on > all tickets? I'd rather not, since that would give him a ton of unwanted > emails. This can be just a saved search. It is quite easy: Status = '__Active__' Using the meta status __Active__ will be a bit more robust than just "open". Though if that is what you really want, then go ahead with 'open'. He can load the saved search in his home page, or any dashboard, for that matter. -m From Vinzenz.Sinapius at tracetronic.de Thu Sep 15 09:55:37 2016 From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz) Date: Thu, 15 Sep 2016 13:55:37 +0000 Subject: [rt-users] Changing logo, and viewing *all* tickets? In-Reply-To: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> References: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> Message-ID: Hi Alex, 1. Take a look at http://your-rt.org/Admin/Tools/Theme.html 2. I think you have to build him a dashboard with a custom search which shows all open tickets for all queues. Take a look at /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1 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 Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Alex Hall Gesendet: Donnerstag, 15. September 2016 14:36 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Changing logo, and viewing *all* tickets? Hello all, A couple questions from my boss that I don't know how to answer: can I change the logo and link that appears at the top of all RT pages? He wants it to be our logo and the link to go to our homepage. The other question is about viewing tickets. As the head of the company, he wants, quite understandably, to have a way of viewing all open tickets regardless of queue. I've given the admins group all the permissions I could find, and added him to that, so he should have whatever rights are needed to do this. Yet, neither of us can find a way to bring up such a view. Tickets in which he is involved, sure, but not *every* active ticket in RT. Is there an easy way, or will have I have to make a special group that is admin CC on all tickets? I'd rather not, since that would give him a ton of unwanted emails. Thanks for any information on either one. Of the two, viewing all tickets is much more important. Sent from my iPhone -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Thu Sep 15 10:37:51 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 15 Sep 2016 10:37:51 -0400 Subject: [rt-users] Changing logo, and viewing *all* tickets? In-Reply-To: References: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> Message-ID: Thanks guys. We've updated the logo, and I passed along the information about saving searches. You said active tickets are __Active__, but open are simply 'open'? What do the underscores indicate, or should it be __open__? Do caps matter? Finally, how do we completely delete tickets if necessary? I have seen a few suggestions, but most from the 3.x versions of RT. What's the recommended way, and is the shredder necessary for this? On Thu, Sep 15, 2016 at 9:55 AM, Sinapius, Vinzenz < Vinzenz.Sinapius at tracetronic.de> wrote: > Hi Alex, > > > > 1. Take a look at http://your-rt.org/Admin/Tools/Theme.html > > 2. I think you have to build him a dashboard with a custom search > which shows all open tickets for all queues. Take a look at > /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1 > > > > Cheers, > > Vinzenz > > > > Vinzenz Sinapius > Information Technology | Informationstechnik > > *trace**tronic* 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 > > > > *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im > Auftrag von *Alex Hall > *Gesendet:* Donnerstag, 15. September 2016 14:36 > *An:* rt-users at lists.bestpractical.com > *Betreff:* [rt-users] Changing logo, and viewing *all* tickets? > > > > Hello all, > > A couple questions from my boss that I don't know how to answer: can I > change the logo and link that appears at the top of all RT pages? He wants > it to be our logo and the link to go to our homepage. > > > > The other question is about viewing tickets. As the head of the company, > he wants, quite understandably, to have a way of viewing all open tickets > regardless of queue. I've given the admins group all the permissions I > could find, and added him to that, so he should have whatever rights are > needed to do this. Yet, neither of us can find a way to bring up such a > view. Tickets in which he is involved, sure, but not *every* active ticket > in RT. Is there an easy way, or will have I have to make a special group > that is admin CC on all tickets? I'd rather not, since that would give him > a ton of unwanted emails. > > > > Thanks for any information on either one. Of the two, viewing all tickets > is much more important. > > > Sent from my iPhone > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Thu Sep 15 10:42:31 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 15 Sep 2016 10:42:31 -0400 Subject: [rt-users] OT: Postfix works on test server, silently fails on live server Message-ID: This is a bit off topic, as it's more a Postfix question than an RT one. On my test server, I have Postfix working beautifully, sending mail via Gmail. Yet, on the live server we so recently switched to, I'm having a problem getting mail to send. The strangest part is that the mail log shows the mail was "delivered", yet it never appears at its destination. It's not even in the sent folder of the Gmail account in use. I simply copied the main.cf file from one server to the other, made the sasl_password file and mapped it, and restarted Postfix. Is there more to configuring Postfix that I may have skipped on the new server in trying to pull over an existing configuration? Any other obvious steps I should try? I'm on Debian 8.5 and installed using apt-get. Thanks! -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Sep 15 10:57:37 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 15 Sep 2016 09:57:37 -0500 Subject: [rt-users] Changing logo, and viewing *all* tickets? In-Reply-To: References: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> Message-ID: __Active__ is a meta status that includes all active statuses of a lifecycle - it would include statuses: open, new, and any other active statuses for the default lifecycle. 'open' would work for open, 'new' would work for new, '__Active__' covers all bases, for all lifecycles. It is probably what you want - even if you don't know you want it. :) -m On Thu, Sep 15, 2016 at 9:37 AM, Alex Hall wrote: > Thanks guys. We've updated the logo, and I passed along the information > about saving searches. You said active tickets are __Active__, but open are > simply 'open'? What do the underscores indicate, or should it be __open__? > Do caps matter? > > Finally, how do we completely delete tickets if necessary? I have seen a > few suggestions, but most from the 3.x versions of RT. What's the > recommended way, and is the shredder necessary for this? > > On Thu, Sep 15, 2016 at 9:55 AM, Sinapius, Vinzenz < > Vinzenz.Sinapius at tracetronic.de> wrote: > >> Hi Alex, >> >> >> >> 1. Take a look at http://your-rt.org/Admin/Tools/Theme.html >> >> 2. I think you have to build him a dashboard with a custom search >> which shows all open tickets for all queues. Take a look at >> /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1 >> >> >> >> Cheers, >> >> Vinzenz >> >> >> >> Vinzenz Sinapius >> Information Technology | Informationstechnik >> >> *trace**tronic* 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 >> >> >> >> *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im >> Auftrag von *Alex Hall >> *Gesendet:* Donnerstag, 15. September 2016 14:36 >> *An:* rt-users at lists.bestpractical.com >> *Betreff:* [rt-users] Changing logo, and viewing *all* tickets? >> >> >> >> Hello all, >> >> A couple questions from my boss that I don't know how to answer: can I >> change the logo and link that appears at the top of all RT pages? He wants >> it to be our logo and the link to go to our homepage. >> >> >> >> The other question is about viewing tickets. As the head of the company, >> he wants, quite understandably, to have a way of viewing all open tickets >> regardless of queue. I've given the admins group all the permissions I >> could find, and added him to that, so he should have whatever rights are >> needed to do this. Yet, neither of us can find a way to bring up such a >> view. Tickets in which he is involved, sure, but not *every* active ticket >> in RT. Is there an easy way, or will have I have to make a special group >> that is admin CC on all tickets? I'd rather not, since that would give him >> a ton of unwanted emails. >> >> >> >> Thanks for any information on either one. Of the two, viewing all tickets >> is much more important. >> >> >> Sent from my iPhone >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Thu Sep 15 11:22:12 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 15 Sep 2016 11:22:12 -0400 Subject: [rt-users] Changing logo, and viewing *all* tickets? In-Reply-To: References: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> Message-ID: Okay, that makes sense. I'm assuming other "meta" statuses exist as well. Knowing this, and that you can search for these and save those searches, will indeed make ticket viewing much easier for our admins. On Thu, Sep 15, 2016 at 10:57 AM, Matt Zagrabelny wrote: > __Active__ is a meta status that includes all active statuses of a > lifecycle - it would include statuses: open, new, and any other active > statuses for the default lifecycle. > > 'open' would work for open, 'new' would work for new, '__Active__' covers > all bases, for all lifecycles. It is probably what you want - even if you > don't know you want it. :) > > -m > > On Thu, Sep 15, 2016 at 9:37 AM, Alex Hall wrote: > >> Thanks guys. We've updated the logo, and I passed along the information >> about saving searches. You said active tickets are __Active__, but open are >> simply 'open'? What do the underscores indicate, or should it be __open__? >> Do caps matter? >> >> Finally, how do we completely delete tickets if necessary? I have seen a >> few suggestions, but most from the 3.x versions of RT. What's the >> recommended way, and is the shredder necessary for this? >> >> On Thu, Sep 15, 2016 at 9:55 AM, Sinapius, Vinzenz < >> Vinzenz.Sinapius at tracetronic.de> wrote: >> >>> Hi Alex, >>> >>> >>> >>> 1. Take a look at http://your-rt.org/Admin/Tools/Theme.html >>> >>> 2. I think you have to build him a dashboard with a custom search >>> which shows all open tickets for all queues. Take a look at >>> /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1 >>> >>> >>> >>> Cheers, >>> >>> Vinzenz >>> >>> >>> >>> Vinzenz Sinapius >>> Information Technology | Informationstechnik >>> >>> *trace**tronic* 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 >>> >>> >>> >>> *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im >>> Auftrag von *Alex Hall >>> *Gesendet:* Donnerstag, 15. September 2016 14:36 >>> *An:* rt-users at lists.bestpractical.com >>> *Betreff:* [rt-users] Changing logo, and viewing *all* tickets? >>> >>> >>> >>> Hello all, >>> >>> A couple questions from my boss that I don't know how to answer: can I >>> change the logo and link that appears at the top of all RT pages? He wants >>> it to be our logo and the link to go to our homepage. >>> >>> >>> >>> The other question is about viewing tickets. As the head of the company, >>> he wants, quite understandably, to have a way of viewing all open tickets >>> regardless of queue. I've given the admins group all the permissions I >>> could find, and added him to that, so he should have whatever rights are >>> needed to do this. Yet, neither of us can find a way to bring up such a >>> view. Tickets in which he is involved, sure, but not *every* active ticket >>> in RT. Is there an easy way, or will have I have to make a special group >>> that is admin CC on all tickets? I'd rather not, since that would give him >>> a ton of unwanted emails. >>> >>> >>> >>> Thanks for any information on either one. Of the two, viewing all >>> tickets is much more important. >>> >>> >>> Sent from my iPhone >>> >> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 >> > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Sep 15 12:22:51 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 15 Sep 2016 11:22:51 -0500 Subject: [rt-users] Changing logo, and viewing *all* tickets? In-Reply-To: References: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> Message-ID: There is only one other meta status: __Inactive__ When configuring lifecycles - which are digraphs of statuses, the statuses are partitioned into either active or inactive. https://docs.bestpractical.com/rt/4.4.1/customizing/lifecycles.html I suppose there could be one additional meta status: __Initial__ BP, if you are reading, what do you think? I don't have a use-case for it, though, but perhaps there exists a need. Anyhow, this is a theoretical point and mostly a rabbit trail. Cheers! -m On Thu, Sep 15, 2016 at 10:22 AM, Alex Hall wrote: > Okay, that makes sense. I'm assuming other "meta" statuses exist as well. > Knowing this, and that you can search for these and save those searches, > will indeed make ticket viewing much easier for our admins. > > On Thu, Sep 15, 2016 at 10:57 AM, Matt Zagrabelny > wrote: > >> __Active__ is a meta status that includes all active statuses of a >> lifecycle - it would include statuses: open, new, and any other active >> statuses for the default lifecycle. >> >> 'open' would work for open, 'new' would work for new, '__Active__' covers >> all bases, for all lifecycles. It is probably what you want - even if you >> don't know you want it. :) >> >> -m >> >> On Thu, Sep 15, 2016 at 9:37 AM, Alex Hall wrote: >> >>> Thanks guys. We've updated the logo, and I passed along the information >>> about saving searches. You said active tickets are __Active__, but open are >>> simply 'open'? What do the underscores indicate, or should it be __open__? >>> Do caps matter? >>> >>> Finally, how do we completely delete tickets if necessary? I have seen a >>> few suggestions, but most from the 3.x versions of RT. What's the >>> recommended way, and is the shredder necessary for this? >>> >>> On Thu, Sep 15, 2016 at 9:55 AM, Sinapius, Vinzenz < >>> Vinzenz.Sinapius at tracetronic.de> wrote: >>> >>>> Hi Alex, >>>> >>>> >>>> >>>> 1. Take a look at http://your-rt.org/Admin/Tools/Theme.html >>>> >>>> 2. I think you have to build him a dashboard with a custom >>>> search which shows all open tickets for all queues. Take a look at >>>> /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1 >>>> >>>> >>>> >>>> Cheers, >>>> >>>> Vinzenz >>>> >>>> >>>> >>>> Vinzenz Sinapius >>>> Information Technology | Informationstechnik >>>> >>>> *trace**tronic* 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 >>>> >>>> >>>> >>>> *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im >>>> Auftrag von *Alex Hall >>>> *Gesendet:* Donnerstag, 15. September 2016 14:36 >>>> *An:* rt-users at lists.bestpractical.com >>>> *Betreff:* [rt-users] Changing logo, and viewing *all* tickets? >>>> >>>> >>>> >>>> Hello all, >>>> >>>> A couple questions from my boss that I don't know how to answer: can I >>>> change the logo and link that appears at the top of all RT pages? He wants >>>> it to be our logo and the link to go to our homepage. >>>> >>>> >>>> >>>> The other question is about viewing tickets. As the head of the >>>> company, he wants, quite understandably, to have a way of viewing all open >>>> tickets regardless of queue. I've given the admins group all the >>>> permissions I could find, and added him to that, so he should have whatever >>>> rights are needed to do this. Yet, neither of us can find a way to bring up >>>> such a view. Tickets in which he is involved, sure, but not *every* active >>>> ticket in RT. Is there an easy way, or will have I have to make a special >>>> group that is admin CC on all tickets? I'd rather not, since that would >>>> give him a ton of unwanted emails. >>>> >>>> >>>> >>>> Thanks for any information on either one. Of the two, viewing all >>>> tickets is much more important. >>>> >>>> >>>> Sent from my iPhone >>>> >>> >>> >>> >>> -- >>> Alex Hall >>> Automatic Distributors, IT department >>> ahall at autodist.com >>> >>> --------- >>> RT 4.4 and RTIR training sessions, and a new workshop day! >>> https://bestpractical.com/training >>> * Boston - October 24-26 >>> * Los Angeles - Q1 2017 >>> >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From shawn at bestpractical.com Thu Sep 15 12:32:20 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Thu, 15 Sep 2016 12:32:20 -0400 Subject: [rt-users] Changing logo, and viewing *all* tickets? In-Reply-To: References: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> Message-ID: Hey Matt, Alex, et al, > On Sep 15, 2016, at 12:22, Matt Zagrabelny wrote: > I suppose there could be one additional meta status: __Initial__ > > BP, if you are reading, what do you think? If we were to add __Initial__, then __Active__ would have to change to not include the initial statuses, otherwise it'd be very confusing that the names don't line up. > I don't have a use-case for it, though, but perhaps there exists a need. Anyhow, this is a theoretical point and mostly a rabbit trail. Indeed. Probably not worth it. > Cheers! > > -m Best, Shawn -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: From mzagrabe at d.umn.edu Thu Sep 15 12:41:17 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 15 Sep 2016 11:41:17 -0500 Subject: [rt-users] Changing logo, and viewing *all* tickets? In-Reply-To: References: <8B65CF1C-1F7A-468E-84F6-C61B031353DD@autodist.com> Message-ID: On Thu, Sep 15, 2016 at 11:32 AM, Shawn M Moore wrote: > Hey Matt, Alex, et al, > >> On Sep 15, 2016, at 12:22, Matt Zagrabelny wrote: >> I suppose there could be one additional meta status: __Initial__ >> >> BP, if you are reading, what do you think? > > If we were to add __Initial__, then __Active__ would have to change to not include the initial statuses, otherwise it'd be very confusing that the names don't line up. I think __Initial__ could just be single status subset of __Active__. No need to exclude it from __Active__. I love having opinions of theoretical rabbit trails! >> I don't have a use-case for it, though, but perhaps there exists a need. Anyhow, this is a theoretical point and mostly a rabbit trail. > > Indeed. Probably not worth it. Agreed! :) -m From woody at wildthingsafaris.com Thu Sep 15 12:50:49 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Thu, 15 Sep 2016 19:50:49 +0300 Subject: [rt-users] unexpected behaviour with RT->System->SubjectTag Message-ID: <935f569a-1dc4-0b48-4ada-e9f2f69f1bee@wildthingsafaris.com> Hello, Not a question, but an observation. I have noticed that in Email.pm the RT->System->SubjectTag returns all subject tags of all queues, even if they are disabled. I would have expected it to only show enabled queues by default. The line $queues->Limit( FIELD => 'SubjectTag', OPERATOR => 'IS NOT', VALUE => 'NULL' ); does not seem to prevent an empty tag being returned. I had to put next unless $tag; in Email.pm in the foreach loop to prevent this 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 steve at sbsroc.com Thu Sep 15 12:36:16 2016 From: steve at sbsroc.com (steve at sbsroc.com) Date: Thu, 15 Sep 2016 12:36:16 -0400 Subject: [rt-users] Add work time from API Message-ID: Hi! ? ?I have separate time keeping software that I developed and allows me to enter time on my phone and sync directly to my database, report on it and export to accounting to generate invoices. The only missing link is with RT's tickets. ? ?When I export and bill time at the end of the week, I'd also like to export my comments to the RT ticket that's related to the time record. I figured out how to create the comment record, but since I'm doing this days after the event occurred, the ever is for the date that I export. I'd like to back date my entries into RT to be the same date and time as my time record. Is there a way to do this with the API, or should I just insert into postgresql directly? Anyone else doing anything similar, or have a better idea? Thanks! Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From shawn at bestpractical.com Thu Sep 15 13:43:43 2016 From: shawn at bestpractical.com (Shawn M Moore) Date: Thu, 15 Sep 2016 13:43:43 -0400 Subject: [rt-users] Add work time from API In-Reply-To: References: Message-ID: <5A54406D-44D6-4CD4-A42B-257B7F063A9F@bestpractical.com> Hi Steve, > On Sep 15, 2016, at 12:36, steve at sbsroc.com wrote: > Hi! > I have separate time keeping software that I developed and allows me to enter time on my phone and sync directly to my database, report on it and export to accounting to generate invoices. The only missing link is with RT's tickets. > > When I export and bill time at the end of the week, I'd also like to export my comments to the RT ticket that's related to the time record. I figured out how to create the comment record, but since I'm doing this days after the event occurred, the ever is for the date that I export. I'd like to back date my entries into RT to be the same date and time as my time record. Is there a way to do this with the API, or should I just insert into postgresql directly? Anyone else doing anything similar, or have a better idea? Have you seen our relatively new RT::Extension::TimeTracking extension? https://metacpan.org/pod/RT::Extension::TimeTracking Among other things, this extension lets you backdate time worked (which is guarded using permissions on the "Worked Date" custom field that the extension provides). > Thanks! > Steve Thanks, Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: From steve at sbsroc.com Thu Sep 15 23:24:03 2016 From: steve at sbsroc.com (Stephen Switzer) Date: Thu, 15 Sep 2016 23:24:03 -0400 Subject: [rt-users] Add work time from API In-Reply-To: <5A54406D-44D6-4CD4-A42B-257B7F063A9F@bestpractical.com> References: <5A54406D-44D6-4CD4-A42B-257B7F063A9F@bestpractical.com> Message-ID: <1577620027e9f64adbb250a9cf7ba34d@sbsroc.com> Can't say that I have. It looks pretty good, thank you. 2 things I'd like to know before I install it: * Can I type notes with each entry? * Can I make entries via an API? Thank you! --- Best regards, STEPHEN H. SWITZER VOICE: 585.298.9420 [ x7001 ] CELL: 585.202.8312 FAX: 585.625.0020 EMAIL: steve at sbsroc.com _Technical Consultant & System Engineer_ - VMware VSP - Microsoft MCP, Desktop/Server SWITZER BUSINESS SOLUTIONS, LLC WEB: www.SwitzerBusiness.Solutions [1] FB: www.facebook.com/sbsolutions [2] - VMware VIP Partner - HP Authorized Business Development Partner - Xorcom Certified Dealer On 2016-09-15 1:43 pm, Shawn M Moore wrote: > Hi Steve, > >> On Sep 15, 2016, at 12:36, steve at sbsroc.com wrote: >> >> Hi! >> I have separate time keeping software that I developed and allows me to enter time on my phone and sync directly to my database, report on it and export to accounting to generate invoices. The only missing link is with RT's tickets. >> >> When I export and bill time at the end of the week, I'd also like to export my comments to the RT ticket that's related to the time record. I figured out how to create the comment record, but since I'm doing this days after the event occurred, the ever is for the date that I export. I'd like to back date my entries into RT to be the same date and time as my time record. Is there a way to do this with the API, or should I just insert into postgresql directly? Anyone else doing anything similar, or have a better idea? > > Have you seen our relatively new RT::Extension::TimeTracking extension? https://metacpan.org/pod/RT::Extension::TimeTracking > > Among other things, this extension lets you backdate time worked (which is guarded using permissions on the "Worked Date" custom field that the extension provides). > >> Thanks! >> Steve > > Thanks, > Shawn Links: ------ [1] http://www.switzerbusinesssolutions.com/ [2] http://www.facebook.com/sbsolutions -------------- next part -------------- An HTML attachment was scrubbed... URL: From morales at propus.com.br Fri Sep 16 15:38:30 2016 From: morales at propus.com.br (Diego Morales) Date: Fri, 16 Sep 2016 16:38:30 -0300 Subject: [rt-users] Status of RepliesToResolved extension for RT 4.4.x? Message-ID: Does anybody know about the status of the RepliesToResolved extension for RT 4.4.x ? Not much response about it on its bug tracker (two questions about it, one is mine): https://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-RepliesToResolved On the GitHub repo there's a somewhat weird commit just bumping requirements for 4.6: https://github.com/bestpractical/rt-extension-repliestoresolved/commit/9b8f1e6c93500d6b14444583e98d14cc74f5d2df Somewhat weird because ... * It has not "propagated" to the metacpan repo (I have no idea how that flow is supposed to work here): https://metacpan.org/release/RT-Extension-RepliesToResolved * It's the only commit its author made to the project * Given the warnings about changes in Email interface in the release notes I expected something like this should need more work... * It just doesn't work (I might have to try harder... but it's weird anyway) Thanks in advance, Diego Morales Fones: +55 51 3024-3568 | +55 11 4063-8864 Propus - TI alinhada a neg?cios Service | Telecom | Tech | Data Science www.propus.com.br -------------- next part -------------- An HTML attachment was scrubbed... URL: From hescobar at afslc.com Fri Sep 16 16:30:31 2016 From: hescobar at afslc.com (Hugo Escobar) Date: Fri, 16 Sep 2016 16:30:31 -0400 Subject: [rt-users] problem in scrip when ticket is created via REST request Message-ID: Hi, I've been asked to create a scrip to act on a ticket based on a custom field set at creation time. This scrip must also add a 'refers to' value to the ticket being created. I wrote the scrip, (it compiles) but it's not working and I'm getting the following log message: """ RT: [4954] This login session belongs to a REST client, and cannot be used to#012access non-REST interfaces of RT for security reasons.#012 (Please log out and back in to obtain a session for normal browsing. If#012you understand the security implications, disabling RT's CSRF protection#012will remove this restriction.) """ This happens even if I set this value: Set($RestrictReferrer, 0); ?Am I doing something wrong? Any help will be greatly appreciated? -- Regards, Hugo Escobar 4770 Biscayne Blvd, Ste 700 Miami, FL 33137 main: 305.677.0022 support: 305.921.4620 email: hescobar at afslc.com Follow us on Facebook and Linked-In NOTICE: This email and any attachment to this email may contain confidential information. If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: From jvdwege at xs4all.nl Sat Sep 17 01:41:42 2016 From: jvdwege at xs4all.nl (Joop van de Wege) Date: Sat, 17 Sep 2016 07:41:42 +0200 Subject: [rt-users] Status of RepliesToResolved extension for RT 4.4.x? In-Reply-To: References: Message-ID: On September 16, 2016 9:38:30 PM GMT+02:00, Diego Morales wrote: >Does anybody know about the status of the RepliesToResolved extension >for >RT 4.4.x ? > >Not much response about it on its bug tracker (two questions about it, >one >is mine): >https://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-RepliesToResolved > >On the GitHub repo there's a somewhat weird commit just bumping >requirements for 4.6: >https://github.com/bestpractical/rt-extension-repliestoresolved/commit/9b8f1e6c93500d6b14444583e98d14cc74f5d2df > >Somewhat weird because ... > >* It has not "propagated" to the metacpan repo (I have no idea how that >flow is supposed to work here): >https://metacpan.org/release/RT-Extension-RepliesToResolved >* It's the only commit its author made to the project >* Given the warnings about changes in Email interface in the release >notes >I expected something like this should need more work... >* It just doesn't work (I might have to try harder... but it's weird >anyway) > >Thanks in advance, > > >Diego Morales >Fones: +55 51 3024-3568 | +55 11 4063-8864 >Propus - TI alinhada a neg?cios >Service | Telecom | Tech | Data Science >www.propus.com.br > > >------------------------------------------------------------------------ > >--------- >RT 4.4 and RTIR training sessions, and a new workshop day! >https://bestpractical.com/training >* Boston - October 24-26 >* Los Angeles - Q1 2017 I'll need to check but I think we use that extension with our 4.4 RT and it works OK. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From kc at ilk.net Mon Sep 19 03:38:14 2016 From: kc at ilk.net (Klaus Conrad) Date: Mon, 19 Sep 2016 09:38:14 +0200 Subject: [rt-users] RT upgrade or clean installation? (Debian) Message-ID: Hello, I've got a Debian Wheezy installation of RT 4.0.7 and I intend to upgrade it to the latest version available in Debian stable, which is 4.2.8 on Debian Jessie. Are there any recommendations regarding how to do this? I. e. is it generally recommended to upgrade RT using the Debian package management system or should I rather start with a clean installation of Debian Etch with RT and then migrate my data over? Thank you for any insight you can provide. Cheers, Klaus -- Klaus Conrad mailto:kc at ilk.net From kc at ilk.net Mon Sep 19 03:39:33 2016 From: kc at ilk.net (Klaus Conrad) Date: Mon, 19 Sep 2016 09:39:33 +0200 Subject: [rt-users] RT upgrade or clean installation? (Debian) In-Reply-To: References: Message-ID: <0e0730cc-b455-3115-b8c8-c12074698296@ilk.net> On 19.09.2016 09:38, Klaus Conrad wrote: [..] > I. e. is it generally recommended to upgrade RT using the Debian package > management system or should I rather start with a clean installation of > Debian Etch with RT and then migrate my data over? Debian Jessie I meant of course. Klaus -- Klaus Conrad mailto:kc at ilk.net ILK Internet GmbH Am Sandfeld 15 76149 Karlsruhe Deutschland Tel. +49 (0) 721 9100 0 Fax +49 (0) 721 9100 191 http://www.ilk.net/ Gesch?ftsf?hrer: Matthias Felger AG Mannheim, HRB 107037 From felix at d2france.fr Mon Sep 19 05:48:03 2016 From: felix at d2france.fr (Felix Defrance) Date: Mon, 19 Sep 2016 11:48:03 +0200 Subject: [rt-users] RT upgrade or clean installation? (Debian) In-Reply-To: <0e0730cc-b455-3115-b8c8-c12074698296@ilk.net> References: <0e0730cc-b455-3115-b8c8-c12074698296@ilk.net> Message-ID: <1f3a8508-ef89-b0d3-d5bb-2e6005819613@d2france.fr> ||Hi Klaus, Recently, i've upgrade own RT from 4.0.6 to 4.4.0 and OS to jessie too. I've made a fresh install of Debian Jessie, install RT from the source (not from the deb), dump the old RT database to the new server, and apply these scripts to upgrade the database : rt-setup-database --action upgrade --force --skip-create --upgrade-from 4.0.6 --upgrade-to 4.3.13 I my case, it was necessary to re-run the "content" one shot (4.0.9 & 4.1.4) because they failed in the first execution time. rt-setup-database --action insert --datafile etc/upgrade/4.0.9/content --skip-create rt-setup-database --action insert --datafile etc/upgrade/4.1.4/content --skip-create Upgrade somethings perl -I ~/rt/lib/ etc/upgrade/time-worked-history perl -I ~/rt/lib/ etc/upgrade/vulnerable-passwords --fix Update you RT_SiteConfig.pm like it was describe in the documentation And it was a success ! F?lix.| | Le 19/09/2016 ? 09:39, Klaus Conrad a ?crit : > On 19.09.2016 09:38, Klaus Conrad wrote: > [..] >> I. e. is it generally recommended to upgrade RT using the Debian package >> management system or should I rather start with a clean installation of >> Debian Etch with RT and then migrate my data over? > Debian Jessie I meant of course. > > Klaus > -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kae at midnighthax.com Mon Sep 19 11:50:13 2016 From: kae at midnighthax.com (Keith Edmunds) Date: Mon, 19 Sep 2016 16:50:13 +0100 Subject: [rt-users] Custom CSS formatting? Message-ID: <20160919165013.6070e3b4@awe.tiger-computing.wbp> Are there any plans to allow custom CSS formatting? I'm aware of the Theme page, but what I'd like is to have per-row CSS classes on the search results pages. For example, "if Starts < Now then CSS_class='overdue'" Anything like that planned? Thanks, Keith -- "Why does God hate me so much? Is it because I don't believe in him?" - Sidney Morgenbesser From aaron.techgeeks at gmail.com Tue Sep 20 09:40:35 2016 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Tue, 20 Sep 2016 08:40:35 -0500 Subject: [rt-users] RT upgrade or clean installation? (Debian) In-Reply-To: References: Message-ID: I have migrated RT to a new box/OS multiple times in our years of use. What I do is spin up a VM with my OS of choice and install the exact same version of RT as my old server. I then dump the DB and import into the new server and verify data is correct and RT is operational. Lastly, I proceed with the upgrade to the latest version of RT. It has always been pretty painless but I don't have a lot of customization in RT. Aaron On Mon, Sep 19, 2016 at 2:38 AM, Klaus Conrad wrote: > Hello, > > I've got a Debian Wheezy installation of RT 4.0.7 and I intend to > upgrade it to the latest version available in Debian stable, which is > 4.2.8 on Debian Jessie. > > Are there any recommendations regarding how to do this? > > I. e. is it generally recommended to upgrade RT using the Debian package > management system or should I rather start with a clean installation of > Debian Etch with RT and then migrate my data over? > > Thank you for any insight you can provide. > > Cheers, > > Klaus > > -- > Klaus Conrad > > mailto:kc at ilk.net > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From morales at propus.com.br Tue Sep 20 10:50:08 2016 From: morales at propus.com.br (Diego Morales) Date: Tue, 20 Sep 2016 11:50:08 -0300 Subject: [rt-users] Status of RepliesToResolved extension for RT 4.4.x? In-Reply-To: References: Message-ID: Thanks for the answer, Joop. I tried again and indeed it seems to be working fine. For it to install, I had to do the version bumping we can find in this commit: https://github.com/bestpractical/rt-extension-repliestoresolved/commit/9b8f1e6c93500d6b14444583e98d14cc74f5d2df Don't know exactly what happened the first time I tried. Maybe I tried to "make initdb" and got an error (I was testing the upgrade, shouldn't use initdb anyway). Dumb me. As I am coming from an upgrade (this time for real), I didn't use make initdb this time. I'll post a reply to the bugtracker message in case someone checks there. []s Diego Morales Fones: +55 51 3024-3568 | +55 11 4063-8864 Propus - TI alinhada a neg?cios Service | Telecom | Tech | Data Science www.propus.com.br On Sat, Sep 17, 2016 at 2:41 AM, Joop van de Wege wrote: > On September 16, 2016 9:38:30 PM GMT+02:00, Diego Morales < > morales at propus.com.br> wrote: > >> Does anybody know about the status of the RepliesToResolved extension for >> RT 4.4.x ? >> >> Not much response about it on its bug tracker (two questions about it, >> one is mine): >> https://rt.cpan.org/Public/Dist/Display.html?Name=RT- >> Extension-RepliesToResolved >> >> On the GitHub repo there's a somewhat weird commit just bumping >> requirements for 4.6: >> https://github.com/bestpractical/rt-extension-repliestoresolved/commit/ >> 9b8f1e6c93500d6b14444583e98d14cc74f5d2df >> >> Somewhat weird because ... >> >> * It has not "propagated" to the metacpan repo (I have no idea how that >> flow is supposed to work here): >> https://metacpan.org/release/RT-Extension-RepliesToResolved >> * It's the only commit its author made to the project >> * Given the warnings about changes in Email interface in the release >> notes I expected something like this should need more work... >> * It just doesn't work (I might have to try harder... but it's weird >> anyway) >> >> Thanks in advance, >> >> >> Diego Morales >> Fones: +55 51 3024-3568 | +55 11 4063-8864 >> Propus - TI alinhada a neg?cios >> Service | Telecom | Tech | Data Science >> www.propus.com.br >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 >> >> > I'll need to check but I think we use that extension with our 4.4 RT and > it works OK. > > Joop > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Sep 20 11:00:52 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 20 Sep 2016 11:00:52 -0400 Subject: [rt-users] RT on Debian not including from info in outgoing emails Message-ID: Hello list, I think I know why mail hasn't been working on my Debian server: there's no 'from' header set, and I don't know why. If I send myself an email with the mail command, I get it, but it's from "root at domain.com <>", meaning the sender's information is absent. When RT sends emails, it looks to be doing the same thing, which explains my problem. Has anyone ever seen this happen? How do I get RT to properly insert the correct queue's email address into outgoing emails? I must be missing something simple. Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From MDroemer at gmx.de Tue Sep 20 12:26:15 2016 From: MDroemer at gmx.de (MDroemer at gmx.de) Date: Tue, 20 Sep 2016 18:26:15 +0200 Subject: [rt-users] REST API; the plus-character (+) will be not processed Message-ID: An HTML attachment was scrubbed... URL: From MDroemer at gmx.de Tue Sep 20 12:41:28 2016 From: MDroemer at gmx.de (MDroemer at gmx.de) Date: Tue, 20 Sep 2016 18:41:28 +0200 Subject: [rt-users] REST API; the plus-character (+) will be not processed; plain email Message-ID: Dear Request Tracker users, while we working with special characters, we noticed that the plus-character will be not processed by the REST-API, when a new ticket is created. All other special characters will be processed. Here a simple content: content= id: ticket/new Subject: Test '\+' Queue: General Http-Headers: Content-Type: application/x-www-form-urlencoded; charset=utf-8 When we open the request-tracker web-frontend the following subject is shown: Test '\ ' What we are doing wrong? Thank you very much for your help. Rg Michael From lstewart at internap.com Tue Sep 20 13:08:09 2016 From: lstewart at internap.com (Landon Stewart) Date: Tue, 20 Sep 2016 17:08:09 +0000 Subject: [rt-users] REST API; the plus-character (+) will be not processed; plain email In-Reply-To: References: Message-ID: On Sep 20, 2016, at 9:41 AM, MDroemer at gmx.de wrote: Dear Request Tracker users, while we working with special characters, we noticed that the plus-character will be not processed by the REST-API, when a new ticket is created. All other special characters will be processed. Here a simple content: content= id: ticket/new Subject: Test '\+' Queue: General You should urlencode that text: $ perl -e 'use URL::Encode qw/url_encode_utf8/; print url_encode_utf8("Test +");' Test+%2B The + here is the space, the %2B is the plus sign from the string. -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From thierry.thelliez.tech at gmail.com Tue Sep 20 17:26:14 2016 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Tue, 20 Sep 2016 15:26:14 -0600 Subject: [rt-users] Not creating a user on CC Message-ID: Hello, Under RT 4.2, is it possible to not automatically create a user from the CC field? We would like that the CCed users receive emails from ticket correspondance without creating for class user accounts. In one email thread from 2015, I saw the reference to a variable: AutoCreateNonExternalUsers. I am not entirely sure that this is what I need, but that does not seem to be available in 4.2, correct? Thanks, Thierry -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Sep 21 11:05:24 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 21 Sep 2016 10:05:24 -0500 Subject: [rt-users] Not creating a user on CC In-Reply-To: References: Message-ID: On Tue, Sep 20, 2016 at 4:26 PM, Thierry Thelliez wrote: > Hello, > > Under RT 4.2, is it possible to not automatically create a user from the CC > field? It is possible to create a user - that has an email address as a "name". RT uses the field "name" to mean username. I just tested it on my 4.2 test system and it works. > We would like that the CCed users receive emails from ticket correspondance > without creating for class user accounts. > > In one email thread from 2015, I saw the reference to a variable: > AutoCreateNonExternalUsers. I am not entirely sure that this is what I > need, but that does not seem to be available in 4.2, correct? AutoCreateNonExternalUsers makes it sound like it auto creates local users - I'm not sure how that applies here. Perhaps that config variable is for an extension or extra module. -m From ahall at autodist.com Wed Sep 21 12:50:51 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 21 Sep 2016 12:50:51 -0400 Subject: [rt-users] Best way to set up test RT instance? Message-ID: Hello all, I finally have RT sending out emails on the company's server, so we're ready to move forward with testing things and making changes. To that end, I'm wondering how everyone manages testing changes without affecting the primary instance, then moving those changes into production? My first thought is to have a second installation on the same server, maybe in /etc/request-tracker4_test. The problems are how to deal with the other places RT installs itself (I use the pre-packaged install) and how to tell Debian to use that path in the first place. My next option would be a whole different server, but doing that requires a way to move items between the two. Besides, it seems more efficient, somehow, to use one server rather than two. Either way, I'll have to merge the changes I find work on the test system back to the real one. Is there a relatively simple way to do this, or do people just manually repeat the work they did on the test system on the live one? I'm not talking about source code changes, but, say, a new ticket type or SLA. Thanks for any thoughts. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Sep 21 14:09:15 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 21 Sep 2016 13:09:15 -0500 Subject: [rt-users] Best way to set up test RT instance? In-Reply-To: References: Message-ID: <20160921180915.GJ4950@aart.rice.edu> On Wed, Sep 21, 2016 at 12:50:51PM -0400, Alex Hall wrote: > Hello all, > I finally have RT sending out emails on the company's server, so we're > ready to move forward with testing things and making changes. To that end, > I'm wondering how everyone manages testing changes without affecting the > primary instance, then moving those changes into production? > > My first thought is to have a second installation on the same server, maybe > in /etc/request-tracker4_test. The problems are how to deal with the other > places RT installs itself (I use the pre-packaged install) and how to tell > Debian to use that path in the first place. > > My next option would be a whole different server, but doing that requires a > way to move items between the two. Besides, it seems more efficient, > somehow, to use one server rather than two. > > Either way, I'll have to merge the changes I find work on the test system > back to the real one. Is there a relatively simple way to do this, or do > people just manually repeat the work they did on the test system on the > live one? I'm not talking about source code changes, but, say, a new ticket > type or SLA. Thanks for any thoughts. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com Hi Alex, We use nginx to serve multiple independent installs from the same server. The RT code + modifications is a pretty small footprint and it allows us to have as full a test instance as we would care to provide the resources. Regards, Ken From ahall at autodist.com Wed Sep 21 14:12:00 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 21 Sep 2016 14:12:00 -0400 Subject: [rt-users] Best way to set up test RT instance? In-Reply-To: <20160921180915.GJ4950@aart.rice.edu> References: <20160921180915.GJ4950@aart.rice.edu> Message-ID: Do you run from source? If not, how did you direct RT to use alternative paths during the install rather than using all the same ones and thus failing to install or overriding existing files? Were I to attempt a source install again, could I safely do so alongside the current 4.2.8 instance on the server? Obviously I'd have to make a different database, and couldn't have both instances using the same email addresses for sending/receiving, but what else would I have to consider? On Wed, Sep 21, 2016 at 2:09 PM, Kenneth Marshall wrote: > On Wed, Sep 21, 2016 at 12:50:51PM -0400, Alex Hall wrote: > > Hello all, > > I finally have RT sending out emails on the company's server, so we're > > ready to move forward with testing things and making changes. To that > end, > > I'm wondering how everyone manages testing changes without affecting the > > primary instance, then moving those changes into production? > > > > My first thought is to have a second installation on the same server, > maybe > > in /etc/request-tracker4_test. The problems are how to deal with the > other > > places RT installs itself (I use the pre-packaged install) and how to > tell > > Debian to use that path in the first place. > > > > My next option would be a whole different server, but doing that > requires a > > way to move items between the two. Besides, it seems more efficient, > > somehow, to use one server rather than two. > > > > Either way, I'll have to merge the changes I find work on the test system > > back to the real one. Is there a relatively simple way to do this, or do > > people just manually repeat the work they did on the test system on the > > live one? I'm not talking about source code changes, but, say, a new > ticket > > type or SLA. Thanks for any thoughts. > > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ahall at autodist.com > > > Hi Alex, > > We use nginx to serve multiple independent installs from the same > server. The RT code + modifications is a pretty small footprint and > it allows us to have as full a test instance as we would care to > provide the resources. > > Regards, > Ken > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Sep 21 14:19:31 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 21 Sep 2016 13:19:31 -0500 Subject: [rt-users] Best way to set up test RT instance? In-Reply-To: References: <20160921180915.GJ4950@aart.rice.edu> Message-ID: <20160921181931.GK4950@aart.rice.edu> On Wed, Sep 21, 2016 at 02:12:00PM -0400, Alex Hall wrote: > Do you run from source? If not, how did you direct RT to use alternative > paths during the install rather than using all the same ones and thus > failing to install or overriding existing files? > > Were I to attempt a source install again, could I safely do so alongside > the current 4.2.8 instance on the server? Obviously I'd have to make a > different database, and couldn't have both instances using the same email > addresses for sending/receiving, but what else would I have to consider? > Hi Alex, Yes we do install from source and use /opt/rt3813, /opt/rt4210, /opt/rt441 as the install point based on the source. For the test instances we typically configure their Email to deliver to a single file and we can check what was sent within the RT history. Delivery could be controlled in many diffferent ways based on the Email system delivery process. Regards, Ken From uriboxmobile at gmail.com Wed Sep 21 14:23:43 2016 From: uriboxmobile at gmail.com (yugi) Date: Wed, 21 Sep 2016 19:23:43 +0100 Subject: [rt-users] Showing the tickets properly. Message-ID: <807FDC5A-6758-4A00-84E8-BC1952EEE6CB@gmail.com> Hi I am using RT4.4.1. I got some complains from some of my users because most of the times when users reply to tickets, normally by email, RT get the following message in the ticket body. ? Message body is not shown because it is too large.? I intend to avoid users to click in download (untitled) with headers to see the response or the comment ? Does anyone know if is possible to raise the number of characters that a post admit to avoid this type of message when the users reply to tickets ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Sep 21 14:39:00 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 21 Sep 2016 13:39:00 -0500 Subject: [rt-users] Showing the tickets properly. In-Reply-To: <807FDC5A-6758-4A00-84E8-BC1952EEE6CB@gmail.com> References: <807FDC5A-6758-4A00-84E8-BC1952EEE6CB@gmail.com> Message-ID: Set($MaxInlineBody, 90000); https://docs.bestpractical.com/rt/4.4.1/RT_Config.html -m On Wed, Sep 21, 2016 at 1:23 PM, yugi wrote: > Hi > > I am using RT4.4.1. > I got some complains from some of my users because most of the times when > users reply to tickets, normally by email, RT get the following message in > the ticket body. > > ? Message body is not shown because it is too large.? > > > I intend to avoid users to click in download (untitled) with headers to see > the response or the comment ? > > > Does anyone know if is possible to raise the number of characters that a > post admit to avoid this type of message when the users reply to tickets ? > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From mzagrabe at d.umn.edu Wed Sep 21 14:50:48 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 21 Sep 2016 13:50:48 -0500 Subject: [rt-users] Best way to set up test RT instance? In-Reply-To: References: Message-ID: On Wed, Sep 21, 2016 at 11:50 AM, Alex Hall wrote: > Hello all, > I finally have RT sending out emails on the company's server, so we're ready > to move forward with testing things and making changes. To that end, I'm > wondering how everyone manages testing changes without affecting the primary > instance, then moving those changes into production? puppet, chef, ansible, cfengine, etc. Unfortunately if you have never used a configuration management system, then that adds an overhead cost to getting your RT test/prod instances up and running. -m From ahall at autodist.com Wed Sep 21 16:55:07 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 21 Sep 2016 16:55:07 -0400 Subject: [rt-users] what can custom fields do? Message-ID: Hi all, I'm planning to add a "type" field globally. Initially, this will be a list containing "discussion", "problem", and, maybe, "critical issue". What I'm wondering, though, is whether the selection of a value from this list can do anything? That is, could selecting "discussion" force the priority to 0, while "critical" would force it to 40? I hope so, so I can add a "severity" dropdown list, letting users select from five importance levels and not worry about--or mis-type--the actual number. Could I use this field in searches, like "type:problem"? What else can custom fields do, if anything, or are they really only for searching and letting users see details the default RT doesn't include? -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Sep 21 17:05:32 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 21 Sep 2016 16:05:32 -0500 Subject: [rt-users] what can custom fields do? In-Reply-To: References: Message-ID: Hi Alex, On Wed, Sep 21, 2016 at 3:55 PM, Alex Hall wrote: > Hi all, > I'm planning to add a "type" field globally. Initially, this will be a list > containing "discussion", "problem", and, maybe, "critical issue". What I'm > wondering, though, is whether the selection of a value from this list can do > anything? That is, could selecting "discussion" force the priority to 0, > while "critical" would force it to 40? I hope so, so I can add a "severity" > dropdown list, letting users select from five importance levels and not > worry about--or mis-type--the actual number. Perhaps you could leverage this extension: https://metacpan.org/release/RT-Extension-PriorityAsString > Could I use this field in searches, like "type:problem"? Yes. What else can > custom fields do, if anything, or are they really only for searching and > letting users see details the default RT doesn't include? They are custom data that is associated with tickets, users, queues, articles, assets, etc. You can make use of them in whatever way makes sense for your organization. -m From thierry.thelliez.tech at gmail.com Thu Sep 22 00:07:27 2016 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Wed, 21 Sep 2016 22:07:27 -0600 Subject: [rt-users] Not creating a user on CC In-Reply-To: References: Message-ID: I am trying to avoid creating a user in the first place. From what I have been able to trace in the RT code, a first class user is created from the CC field. But that's a bit confusing in our case. We are using our own external authentication system and when CCs are automatically created, our system detects the new user and let them request a password. But since we just want them to be receiving emails, not accessing RT, a password leads them to confusion. They cannot/should not see anything in RT. Of course we could change our code to double check if these accounts are 'empty' (not members of anything). But I was wondering if we could skip the user account in the first place. That might be tricky since we still want them to receive correspondence about the ticket. Thanks, Thierry On Wed, Sep 21, 2016 at 9:05 AM, Matt Zagrabelny wrote: > On Tue, Sep 20, 2016 at 4:26 PM, Thierry Thelliez > wrote: > > Hello, > > > > Under RT 4.2, is it possible to not automatically create a user from the > CC > > field? > > It is possible to create a user - that has an email address as a > "name". RT uses the field "name" to mean username. > > I just tested it on my 4.2 test system and it works. > > > > We would like that the CCed users receive emails from ticket > correspondance > > without creating for class user accounts. > > > > In one email thread from 2015, I saw the reference to a variable: > > AutoCreateNonExternalUsers. I am not entirely sure that this is what I > > need, but that does not seem to be available in 4.2, correct? > > AutoCreateNonExternalUsers makes it sound like it auto creates local > users - I'm not sure how that applies here. > > Perhaps that config variable is for an extension or extra module. > > -m > -------------- next part -------------- An HTML attachment was scrubbed... URL: From odhiambo at gmail.com Thu Sep 22 07:00:19 2016 From: odhiambo at gmail.com (Odhiambo Washington) Date: Thu, 22 Sep 2016 14:00:19 +0300 Subject: [rt-users] Error after upgrade from 4.4.1rc1 to 4.4.1 Message-ID: Hi, I have upgraded my RT and now I get an error immediately after I enter the login details. The error from rt.log says: [78365] [Thu Sep 22 10:48:30 2016] [error]: encountered object '1', but neither allow_blessed, convert_blessed nor allow_tags settings are enabled (or TO_JSON/FREEZE method missing) at /usr/local/lib/perl5/site_perl/JSON.pm line 154. Stack: [/usr/local/lib/perl5/site_perl/JSON.pm:154] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:193] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:4396] [/opt/rt4/share/html/Elements/JavascriptConfig:87] [/opt/rt4/share/html/Elements/Header:64] [/opt/rt4/share/html/index.html:4] [/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) Not sure exactly what is wrong. Could it be something in RT_SiteConfig.pm, much as it was working well with 4.4.1rc?? -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254 7 3200 0004/+254 7 2274 3223 "Oh, the cruft." -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Sep 22 09:52:41 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 22 Sep 2016 08:52:41 -0500 Subject: [rt-users] Not creating a user on CC In-Reply-To: References: Message-ID: On Wed, Sep 21, 2016 at 11:07 PM, Thierry Thelliez wrote: > I am trying to avoid creating a user in the first place. I'm not sure there is a way around that. The user record is integral to the paper-trail auditability of RT. From what I have > been able to trace in the RT code, a first class user is created from the CC > field. I'm not sure what you mean by first class user. > But that's a bit confusing in our case. We are using our own external > authentication system and when CCs are automatically created, our system > detects the new user and let them request a password. Okay. Perhaps your external authentication system could make use of the "comments" field in the users table. "Autocreated when added as a watcher" is the value when users are, well, autocreated when added as watchers. :) What are you using for your external authentication system? It sends new users an email telling them they may request a password? But since we just > want them to be receiving emails, not accessing RT, a password leads them to > confusion. They cannot/should not see anything in RT. Sure. > Of course we could change our code to double check if these accounts are > 'empty' (not members of anything). But I was wondering if we could skip the > user account in the first place. I don't think you could skip the user account. -m From ahall at autodist.com Thu Sep 22 13:50:09 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 22 Sep 2016 13:50:09 -0400 Subject: [rt-users] Enabling extensions in RT4.2.8? Message-ID: Hi all, I can't seem to find the instructions for enabling extensions in 4.2.8. I've found some for 3.x, but I thought I read somewhere that the syntax is a bit different for 4.x. I know I add something to 50-debconf, but I'm not sure exactly what. I have rt::extension::PriorityAsString unpacked and--hopefully--installed correctly, I just need to "turn it on". The instructions also tell me to clear a "mason/obj" item, but I can't find that anywhere. Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Sep 22 14:04:26 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 22 Sep 2016 13:04:26 -0500 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: Hi Alex, On Thu, Sep 22, 2016 at 12:50 PM, Alex Hall wrote: > Hi all, > I can't seem to find the instructions for enabling extensions in 4.2.8. I've > found some for 3.x, but I thought I read somewhere that the syntax is a bit > different for 4.x. I know I add something to 50-debconf, but I'm not sure > exactly what. You can add the configuration "code" to any file in /etc/request-tracker4/RT_SiteConfig.d. The configuration "code" is: Plugin('RT::Extension::PriorityAsString'); So you might have a file like: /etc/request-tracker4/RT_SiteConfig.d/70-priority-as-string with the aforementioned Plugin line. Then run your: update-rt-siteconfig-4 Then clean your mason cache: sudo find /var/cache/request-tracker4/mason_data/obj -delete and restart your webserver -m From ahall at autodist.com Thu Sep 22 15:25:19 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 22 Sep 2016 15:25:19 -0400 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: Thanks for the response. Any thoughts on why I'm suddenly now getting "child exited with code 255" when I run my usual spawn-fcgi command (using this with Nginx)? I've never seen this error before, and can't find much of anything online about it. I'm not sure what's going on, but this started after I made 70-plugins, added the lines to it, ran update-rt-siteconfig-4, and deleted /var/cache/request-tracker4/mason_data/obj. I said I added lines to the file. After the line to enable the plugin, I had to put in the priorities I want, according to the extension's homepage: Plugins('RT::Extension::PriorityAsString'); Set(%PriorityAsString, (None => 0, Low => 10, Medium => 20, High => 30, Critical => 40)); What little I found said that 255 is often caused by permission problems, so I ran chown www-data on the mason_data directory to be sure the process could re-create the obj/ directory. I can't think what else to try. My log file has nothing in it, /var/log/messages has nothing helpful, and my Nginx file is of no use, as expected for this kind of problem. I didn't realize I could make my own files in the RT_SiteConfig.d directory, I thought I had to use the existing ones. That's handy. On Thu, Sep 22, 2016 at 2:04 PM, Matt Zagrabelny wrote: > Hi Alex, > > On Thu, Sep 22, 2016 at 12:50 PM, Alex Hall wrote: > > Hi all, > > I can't seem to find the instructions for enabling extensions in 4.2.8. > I've > > found some for 3.x, but I thought I read somewhere that the syntax is a > bit > > different for 4.x. I know I add something to 50-debconf, but I'm not sure > > exactly what. > > You can add the configuration "code" to any file in > /etc/request-tracker4/RT_SiteConfig.d. > > The configuration "code" is: > > Plugin('RT::Extension::PriorityAsString'); > > So you might have a file like: > > /etc/request-tracker4/RT_SiteConfig.d/70-priority-as-string > > with the aforementioned Plugin line. > > Then run your: > > update-rt-siteconfig-4 > > Then clean your mason cache: > > sudo find /var/cache/request-tracker4/mason_data/obj -delete > > and restart your webserver > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Sep 23 08:07:23 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 23 Sep 2016 08:07:23 -0400 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: Strange... I get an exit code of 255 on my FCGI server with the extension enabled. If I comment out the lines in my Plugins file and update siteconfig, I get no error code, but the server immediately quits silently. There's nothing in any log to tell me what's going on, at least that I can find. RT was working perfectly until I installed and enabled the PriorityAsString extension, though I don't know if the install itself or the attempt to modify my settings did it. Is there a way to remove an extension so I can start over? I installed using the commands on its homepage, not CPAN, so I don't know if that caused a problem. I don't see any uninstall/remove commands on the plugin's page, but maybe there's a standard way using Perl commands that I don't know? On Thu, Sep 22, 2016 at 3:25 PM, Alex Hall wrote: > Thanks for the response. Any thoughts on why I'm suddenly now getting > "child exited with code 255" when I run my usual spawn-fcgi command (using > this with Nginx)? I've never seen this error before, and can't find much of > anything online about it. I'm not sure what's going on, but this started > after I made 70-plugins, added the lines to it, ran update-rt-siteconfig-4, > and deleted /var/cache/request-tracker4/mason_data/obj. > > I said I added lines to the file. After the line to enable the plugin, I > had to put in the priorities I want, according to the extension's homepage: > Plugins('RT::Extension::PriorityAsString'); > Set(%PriorityAsString, (None => 0, Low => 10, Medium => 20, High => 30, > Critical => 40)); > > What little I found said that 255 is often caused by permission problems, > so I ran chown www-data on the mason_data directory to be sure the process > could re-create the obj/ directory. I can't think what else to try. My log > file has nothing in it, /var/log/messages has nothing helpful, and my Nginx > file is of no use, as expected for this kind of problem. > > I didn't realize I could make my own files in the RT_SiteConfig.d > directory, I thought I had to use the existing ones. That's handy. > > On Thu, Sep 22, 2016 at 2:04 PM, Matt Zagrabelny > wrote: > >> Hi Alex, >> >> On Thu, Sep 22, 2016 at 12:50 PM, Alex Hall wrote: >> > Hi all, >> > I can't seem to find the instructions for enabling extensions in 4.2.8. >> I've >> > found some for 3.x, but I thought I read somewhere that the syntax is a >> bit >> > different for 4.x. I know I add something to 50-debconf, but I'm not >> sure >> > exactly what. >> >> You can add the configuration "code" to any file in >> /etc/request-tracker4/RT_SiteConfig.d. >> >> The configuration "code" is: >> >> Plugin('RT::Extension::PriorityAsString'); >> >> So you might have a file like: >> >> /etc/request-tracker4/RT_SiteConfig.d/70-priority-as-string >> >> with the aforementioned Plugin line. >> >> Then run your: >> >> update-rt-siteconfig-4 >> >> Then clean your mason cache: >> >> sudo find /var/cache/request-tracker4/mason_data/obj -delete >> >> and restart your webserver >> >> -m >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Sep 23 11:34:05 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 23 Sep 2016 10:34:05 -0500 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: Hi Alex, On Fri, Sep 23, 2016 at 7:07 AM, Alex Hall wrote: > Strange... I get an exit code of 255 on my FCGI server with the extension > enabled. Hmmm. Enabling extensions shouldn't be too complicated. There is nothing tricky going on. If I comment out the lines in my Plugins file and update > siteconfig, I get no error code, but the server immediately quits silently. > There's nothing in any log to tell me what's going on, at least that I can > find. Is there a foreground option for your FCGI server? Run it through strace? strace -f /some/path/to/your/fcgi-server RT was working perfectly until I installed and enabled the > PriorityAsString extension, though I don't know if the install itself or the > attempt to modify my settings did it. Check the actual siteconfig file after running your update-rt-siteconfig. % view /etc/request-tracker4/RT_SiteConfig.pm and see if the PriorityAsString is commented out or not. > Is there a way to remove an extension so I can start over? You'd remove the files on disk. I'm not sure if the makefile that is generated has an uninstall target. Now that we're talking about it, did you use the RTHOME variable to set your RT libs when generating the makefile for the extension? % tar xvfz some-rt-extension.tar.gz % cd some-rt-extension % RTHOME=/usr/share/request-tracker4/lib perl Makefile.PL I installed using > the commands on its homepage, not CPAN, so I don't know if that caused a > problem. I don't see any uninstall/remove commands on the plugin's page, but > maybe there's a standard way using Perl commands that I don't know? If there were a standard way, then it would be the makefile that gets generated would have an uninstall target. -m From ahall at autodist.com Fri Sep 23 13:15:25 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 23 Sep 2016 13:15:25 -0400 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: Sorry for not replying in-line. I'd like to, but Google seems to have broken something in their accessibility, and I can't navigate the quoted text in my reply. The joys of using a screen reader. To your questions: I ran strace, and I have a 1.5mb file of output. I don't pretend to understand any of it, but I was scanning backwards from the bottom, and I may have found the problem. 12875 stat("/var/cache/request-tracker4/mason_data/obj", {st_mode=S_IFDIR|S_ISGID|0755, st_size=4096, ...}) = 0 12875 stat("/var/cache/request-tracker4/mason_data/obj/.__obj_create_marker", 0x1bf8238) = -1 ENOENT (No such file or directory) 12875 open("/var/cache/request-tracker4/mason_data/obj/.__obj_create_marker", O_WRONLY|O_CREAT|O_TRUNC, 0666) = -1 EACCES (Permission denied) When i cleared my mason cache, I deleted the obj folder as directed. It looks like this process can't re-create the necessary structure inside the mason_data directory. I've made www-data the owner, but as I'm invoking this command as root, perhaps I need to do something different? I've also given /var/cache/request-tracker4/mason_data 777 permissions recursively, and that did the trick! What permissions should I set, though, to be sure it's as secure as it needs to be? Oh, I should say, the FCGI command I use is: spawn-fcgi -u www-data -g www-data -a 127.0.0.1 -p 9876 /usr/share/request-tracker4/libexec/rt-server.fcgi www-data is the same user used in Nginx, and I gather they have to match. Anyway, back to the extension. Now that RT is running, I once again enabled the plugin and updated my settings (yes, my main configuration file updates as it should). But when I ran my FCGI command, I once again got the exit code 255 message. I deleted sason_data/obj again, but that didn't help. I reset the permissions, but that, too, did nothing. There's something odd happening with the extension enabled that doesn't seem to happen with it disabled. I'm not sure what the deal is, though. Has anyone ever seen this happen with an extension? On Fri, Sep 23, 2016 at 11:34 AM, Matt Zagrabelny wrote: > Hi Alex, > > On Fri, Sep 23, 2016 at 7:07 AM, Alex Hall wrote: > > Strange... I get an exit code of 255 on my FCGI server with the extension > > enabled. > > Hmmm. Enabling extensions shouldn't be too complicated. There is > nothing tricky going on. > > If I comment out the lines in my Plugins file and update > > siteconfig, I get no error code, but the server immediately quits > silently. > > There's nothing in any log to tell me what's going on, at least that I > can > > find. > > Is there a foreground option for your FCGI server? > > Run it through strace? > > strace -f /some/path/to/your/fcgi-server > > RT was working perfectly until I installed and enabled the > > PriorityAsString extension, though I don't know if the install itself or > the > > attempt to modify my settings did it. > > Check the actual siteconfig file after running your update-rt-siteconfig. > > % view /etc/request-tracker4/RT_SiteConfig.pm > > and see if the PriorityAsString is commented out or not. > > > Is there a way to remove an extension so I can start over? > > You'd remove the files on disk. I'm not sure if the makefile that is > generated has an uninstall target. > > Now that we're talking about it, did you use the RTHOME variable to > set your RT libs when generating the makefile for the extension? > > % tar xvfz some-rt-extension.tar.gz > % cd some-rt-extension > % RTHOME=/usr/share/request-tracker4/lib perl Makefile.PL > > I installed using > > the commands on its homepage, not CPAN, so I don't know if that caused a > > problem. I don't see any uninstall/remove commands on the plugin's page, > but > > maybe there's a standard way using Perl commands that I don't know? > > If there were a standard way, then it would be the makefile that gets > generated would have an uninstall target. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Sep 23 14:49:57 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 23 Sep 2016 13:49:57 -0500 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: Hi Alex, On Fri, Sep 23, 2016 at 12:15 PM, Alex Hall wrote: > Sorry for not replying in-line. I'd like to, but Google seems to have broken > something in their accessibility, and I can't navigate the quoted text in my > reply. The joys of using a screen reader. It's okay. :) > To your questions: I ran strace, and I have a 1.5mb file of output. I don't > pretend to understand any of it, but I was scanning backwards from the > bottom, and I may have found the problem. > > 12875 stat("/var/cache/request-tracker4/mason_data/obj", > {st_mode=S_IFDIR|S_ISGID|0755, st_size=4096, ...}) = 0 > 12875 > stat("/var/cache/request-tracker4/mason_data/obj/.__obj_create_marker", > 0x1bf8238) = -1 ENOENT (No such file or directory) > 12875 > open("/var/cache/request-tracker4/mason_data/obj/.__obj_create_marker", > O_WRONLY|O_CREAT|O_TRUNC, 0666) = -1 EACCES (Permission denied) > > When i cleared my mason cache, I deleted the obj folder as directed. It > looks like this process can't re-create the necessary structure inside the > mason_data directory. Hmmm. Okay. It looks like my install of RT recreates the obj directory - sorry for the assumptive advice. Here is a better command for clearing your mason cache, but leaving the obj directory: % sudo find /var/cache/request-tracker4/mason_data/obj -mindepth 1 -delete I've made www-data the owner, but as I'm invoking this > command as root, perhaps I need to do something different? I've also given > /var/cache/request-tracker4/mason_data 777 permissions recursively, and that > did the trick! What permissions should I set, though, to be sure it's as > secure as it needs to be? On my installs: www-data:www-data and 0755 You should only need to set that for the "obj" directory as the RT process will build the rest of hierarchy. Oh, I should say, the FCGI command I use is: > > spawn-fcgi -u www-data -g www-data -a 127.0.0.1 -p 9876 > /usr/share/request-tracker4/libexec/rt-server.fcgi > > www-data is the same user used in Nginx, and I gather they have to match. > > Anyway, back to the extension. Now that RT is running, I once again enabled > the plugin and updated my settings (yes, my main configuration file updates > as it should). But when I ran my FCGI command, I once again got the exit > code 255 message. I deleted sason_data/obj again, but that didn't help. I > reset the permissions, but that, too, did nothing. There's something odd > happening with the extension enabled that doesn't seem to happen with it > disabled. I'm not sure what the deal is, though. Has anyone ever seen this > happen with an extension? It almost sounds like your RT_SiteConfig.pm has invalid perl syntax. Run: perl -c /etc/request-tracker4/RT_SiteConfig.pm Both before and after enabling and disabling your extension and running the update-rt-siteconfig. -m From ahall at autodist.com Fri Sep 23 15:20:17 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 23 Sep 2016 15:20:17 -0400 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: Okay, good to know about the permissions and deleting everything below mason_data/obj. I re-created the obj directory and set it to www-data:www-data 755. I ran perl -c on the main config file, with the two plugin lines commented out and not, and on the RT_SiteConfig.d/70-plugins file I made that holds those lines. In all three cases, Perl reports that the syntax is okay. To make sure I'm not going nuts from all the things I've tried recently, I tested things once more. I commented out the plugin lines, ran update-rt-siteconfig and update-rt-siteconfig-4 (what's the difference?), and tried to spawn the FCGI server. It worked. Uncommented, and the FCGI server exited with status code 255 when not commented. Oh, between the two attempts I also ran the delete command you sent. Is there a step I'm missing? Maybe something so obvious you didn't think to mention it? This is clearly atypical for RT plugins, so it almost has to be something I'm missing/doing wrong. On Fri, Sep 23, 2016 at 2:49 PM, Matt Zagrabelny wrote: > Hi Alex, > > > On Fri, Sep 23, 2016 at 12:15 PM, Alex Hall wrote: > > Sorry for not replying in-line. I'd like to, but Google seems to have > broken > > something in their accessibility, and I can't navigate the quoted text > in my > > reply. The joys of using a screen reader. > > It's okay. :) > > > To your questions: I ran strace, and I have a 1.5mb file of output. I > don't > > pretend to understand any of it, but I was scanning backwards from the > > bottom, and I may have found the problem. > > > > 12875 stat("/var/cache/request-tracker4/mason_data/obj", > > {st_mode=S_IFDIR|S_ISGID|0755, st_size=4096, ...}) = 0 > > 12875 > > stat("/var/cache/request-tracker4/mason_data/obj/.__obj_create_marker", > > 0x1bf8238) = -1 ENOENT (No such file or directory) > > 12875 > > open("/var/cache/request-tracker4/mason_data/obj/.__obj_create_marker", > > O_WRONLY|O_CREAT|O_TRUNC, 0666) = -1 EACCES (Permission denied) > > > > When i cleared my mason cache, I deleted the obj folder as directed. It > > looks like this process can't re-create the necessary structure inside > the > > mason_data directory. > > Hmmm. Okay. It looks like my install of RT recreates the obj directory > - sorry for the assumptive advice. > > Here is a better command for clearing your mason cache, but leaving > the obj directory: > > % sudo find /var/cache/request-tracker4/mason_data/obj -mindepth 1 -delete > > I've made www-data the owner, but as I'm invoking this > > command as root, perhaps I need to do something different? I've also > given > > /var/cache/request-tracker4/mason_data 777 permissions recursively, and > that > > did the trick! What permissions should I set, though, to be sure it's as > > secure as it needs to be? > > On my installs: > > www-data:www-data and 0755 > > You should only need to set that for the "obj" directory as the RT > process will build the rest of hierarchy. > > Oh, I should say, the FCGI command I use is: > > > > spawn-fcgi -u www-data -g www-data -a 127.0.0.1 -p 9876 > > /usr/share/request-tracker4/libexec/rt-server.fcgi > > > > www-data is the same user used in Nginx, and I gather they have to match. > > > > Anyway, back to the extension. Now that RT is running, I once again > enabled > > the plugin and updated my settings (yes, my main configuration file > updates > > as it should). But when I ran my FCGI command, I once again got the exit > > code 255 message. I deleted sason_data/obj again, but that didn't help. I > > reset the permissions, but that, too, did nothing. There's something odd > > happening with the extension enabled that doesn't seem to happen with it > > disabled. I'm not sure what the deal is, though. Has anyone ever seen > this > > happen with an extension? > > It almost sounds like your RT_SiteConfig.pm has invalid perl syntax. > > Run: > > perl -c /etc/request-tracker4/RT_SiteConfig.pm > > Both before and after enabling and disabling your extension and > running the update-rt-siteconfig. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Sep 23 15:31:35 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 23 Sep 2016 14:31:35 -0500 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: On Fri, Sep 23, 2016 at 2:20 PM, Alex Hall wrote: > Okay, good to know about the permissions and deleting everything below > mason_data/obj. I re-created the obj directory and set it to > www-data:www-data 755. > > I ran perl -c on the main config file, with the two plugin lines commented > out and not, and on the RT_SiteConfig.d/70-plugins file I made that holds > those lines. In all three cases, Perl reports that the syntax is okay. > > To make sure I'm not going nuts from all the things I've tried recently, I > tested things once more. I commented out the plugin lines, ran > update-rt-siteconfig and update-rt-siteconfig-4 (what's the difference?), update-rt-siteconfig is a symlink. It points to update-rt-siteconfig-4. The command is obsolete in 4.4 since RT natively supports config snippets without needing a command to regenerate a site config. > and tried to spawn the FCGI server. It worked. Uncommented, and the FCGI > server exited with status code 255 when not commented. Oh, between the two > attempts I also ran the delete command you sent. Is there a step I'm > missing? Maybe something so obvious you didn't think to mention it? This is > clearly atypical for RT plugins, so it almost has to be something I'm > missing/doing wrong. What did you do to install the module? Did you read my comment in a previous email about RTHOME? Please list the exact commands and their output. wget or curl? tar? perl Makefile.PL? etc. Maybe we'll see something. -m From ahall at autodist.com Fri Sep 23 15:43:11 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 23 Sep 2016 15:43:11 -0400 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: I'll run the install again and hope that doing so won't cause any problems. :) root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# perl Makefile.PL Using RT configuration from /usr/share/request-tracker4/lib/RT.pm: html => /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/html lib => /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/lib Generating a Unix-style Makefile Writing Makefile for RT::Extension::PriorityAsString Writing MYMETA.yml and MYMETA.json root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# make Skip blib/lib/RT/Extension/PriorityAsString.pm (unchanged) Manifying blib/man3/RT::Extension::PriorityAsString.3pm root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# make install Appending installation info to /usr/local/share/request-tracker4/man/perllocal.pod Couldn't load RT config file RT_SiteConfig.pm: Can't locate object method "InitPluginPaths" via package "RT::Extension::PriorityAsString" (perhaps you forgot to load "RT::Extension::PriorityAsString"?) at /usr/share/request-tracker4/lib/RT.pm line 654. Compilation failed in require at /usr/share/request-tracker4/lib/RT/Config.pm line 1106. Makefile:796: recipe for target 'install' failed make: *** [install] Error 255 Well, that's new. Obviously this is the source of the trouble, but what does it mean and how do I fix it? As far as I remember, I didn't see this on my last install, but I'm glad it's here now if it illuminates the core problem! And no, I think I missted the RTHOME comment. I'm going to search for it as soon as I send this. On Fri, Sep 23, 2016 at 3:31 PM, Matt Zagrabelny wrote: > On Fri, Sep 23, 2016 at 2:20 PM, Alex Hall wrote: > > Okay, good to know about the permissions and deleting everything below > > mason_data/obj. I re-created the obj directory and set it to > > www-data:www-data 755. > > > > I ran perl -c on the main config file, with the two plugin lines > commented > > out and not, and on the RT_SiteConfig.d/70-plugins file I made that holds > > those lines. In all three cases, Perl reports that the syntax is okay. > > > > To make sure I'm not going nuts from all the things I've tried recently, > I > > tested things once more. I commented out the plugin lines, ran > > update-rt-siteconfig and update-rt-siteconfig-4 (what's the difference?), > > update-rt-siteconfig is a symlink. It points to > update-rt-siteconfig-4. The command is obsolete in 4.4 since RT > natively supports config snippets without needing a command to > regenerate a site config. > > > and tried to spawn the FCGI server. It worked. Uncommented, and the FCGI > > server exited with status code 255 when not commented. Oh, between the > two > > attempts I also ran the delete command you sent. Is there a step I'm > > missing? Maybe something so obvious you didn't think to mention it? This > is > > clearly atypical for RT plugins, so it almost has to be something I'm > > missing/doing wrong. > > What did you do to install the module? > > Did you read my comment in a previous email about RTHOME? > > Please list the exact commands and their output. > > wget or curl? > tar? > perl Makefile.PL? > > etc. > > Maybe we'll see something. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Fri Sep 23 15:46:17 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 23 Sep 2016 15:46:17 -0400 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: I just now tried the RTHOME suggestion, after which I ran make and make install. I got the exact same error as in my previous message, unfortunately. On Fri, Sep 23, 2016 at 3:43 PM, Alex Hall wrote: > I'll run the install again and hope that doing so won't cause any > problems. :) > > root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# perl > Makefile.PL > Using RT configuration from /usr/share/request-tracker4/lib/RT.pm: > html => /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/html > lib => /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/lib > Generating a Unix-style Makefile > Writing Makefile for RT::Extension::PriorityAsString > Writing MYMETA.yml and MYMETA.json > > root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# make > Skip blib/lib/RT/Extension/PriorityAsString.pm (unchanged) > Manifying blib/man3/RT::Extension::PriorityAsString.3pm > > root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# make install > Appending installation info to /usr/local/share/request- > tracker4/man/perllocal.pod > Couldn't load RT config file RT_SiteConfig.pm: > > Can't locate object method "InitPluginPaths" via package "RT::Extension::PriorityAsString" > (perhaps you forgot to load "RT::Extension::PriorityAsString"?) at > /usr/share/request-tracker4/lib/RT.pm line 654. > Compilation failed in require at /usr/share/request-tracker4/lib/RT/Config.pm > line 1106. > Makefile:796: recipe for target 'install' failed > make: *** [install] Error 255 > > Well, that's new. Obviously this is the source of the trouble, but what > does it mean and how do I fix it? As far as I remember, I didn't see this > on my last install, but I'm glad it's here now if it illuminates the core > problem! And no, I think I missted the RTHOME comment. I'm going to search > for it as soon as I send this. > > On Fri, Sep 23, 2016 at 3:31 PM, Matt Zagrabelny > wrote: > >> On Fri, Sep 23, 2016 at 2:20 PM, Alex Hall wrote: >> > Okay, good to know about the permissions and deleting everything below >> > mason_data/obj. I re-created the obj directory and set it to >> > www-data:www-data 755. >> > >> > I ran perl -c on the main config file, with the two plugin lines >> commented >> > out and not, and on the RT_SiteConfig.d/70-plugins file I made that >> holds >> > those lines. In all three cases, Perl reports that the syntax is okay. >> > >> > To make sure I'm not going nuts from all the things I've tried >> recently, I >> > tested things once more. I commented out the plugin lines, ran >> > update-rt-siteconfig and update-rt-siteconfig-4 (what's the >> difference?), >> >> update-rt-siteconfig is a symlink. It points to >> update-rt-siteconfig-4. The command is obsolete in 4.4 since RT >> natively supports config snippets without needing a command to >> regenerate a site config. >> >> > and tried to spawn the FCGI server. It worked. Uncommented, and the FCGI >> > server exited with status code 255 when not commented. Oh, between the >> two >> > attempts I also ran the delete command you sent. Is there a step I'm >> > missing? Maybe something so obvious you didn't think to mention it? >> This is >> > clearly atypical for RT plugins, so it almost has to be something I'm >> > missing/doing wrong. >> >> What did you do to install the module? >> >> Did you read my comment in a previous email about RTHOME? >> >> Please list the exact commands and their output. >> >> wget or curl? >> tar? >> perl Makefile.PL? >> >> etc. >> >> Maybe we'll see something. >> >> -m >> > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Sep 23 16:06:30 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 23 Sep 2016 15:06:30 -0500 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: Hey Alex, I may have gotten the RTHOME incantation wrong. I just ran the install on my Debian system and here is the output: % cd /tmp % wget https://cpan.metacpan.org/authors/id/B/BP/BPS/RT-Extension-PriorityAsString-1.04.tar.gz --2016-09-23 15:00:25-- https://cpan.metacpan.org/authors/id/B/BP/BPS/RT-Extension-PriorityAsString-1.04.tar.gz Resolving cpan.metacpan.org (cpan.metacpan.org)... 151.101.44.129 Connecting to cpan.metacpan.org (cpan.metacpan.org)|151.101.44.129|:443... connected. HTTP request sent, awaiting response... 200 OK Length: 36285 (35K) [application/x-gzip] Saving to: ?RT-Extension-PriorityAsString-1.04.tar.gz? RT-Extension-PriorityAsString 100%[===============================================>] 35.43K --.-KB/s in 0.02s 2016-09-23 15:00:25 (1.91 MB/s) - ?RT-Extension-PriorityAsString-1.04.tar.gz? saved [36285/36285] % tar xfz RT-Extension-PriorityAsString-1.04.tar.gz % cd RT-Extension-PriorityAsString-1.04 % RTHOME=/usr/share/request-tracker4 perl Makefile.PL Using RT configuration from /usr/share/request-tracker4/lib/RT.pm: html => /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/html lib => /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/lib Checking if your kit is complete... Looks good Generating a Unix-style Makefile Writing Makefile for RT::Extension::PriorityAsString Writing MYMETA.yml and MYMETA.json % make cp lib/RT/Extension/PriorityAsString.pm blib/lib/RT/Extension/PriorityAsString.pm Manifying 1 pod document % make test No tests defined for RT::Extension::PriorityAsString extension. % sudo make install Manifying 1 pod document Installing /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/lib/RT/Extension/PriorityAsString.pm Installing /usr/local/share/request-tracker4/man/man3/RT::Extension::PriorityAsString.3pm Appending installation info to /usr/local/share/request-tracker4/man/perllocal.pod Installing /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/html/Elements/SelectPriorityAsString Installing /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/html/Elements/SelectPriority Installing /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/html/Callbacks/PriorityAsString/Search/Elements/PickBasics/Default Installing /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/html/Callbacks/PriorityAsString/Elements/RT__Ticket/ColumnMap/Once Installing /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/html/Callbacks/PriorityAsString/Ticket/Elements/EditBasics/MassageFields Installing /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/html/Ticket/Elements/ShowPriority % tree /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString ??? html ? ??? Callbacks ? ? ??? PriorityAsString ? ? ??? Elements ? ? ? ??? RT__Ticket ? ? ? ??? ColumnMap ? ? ? ??? Once ? ? ??? Search ? ? ? ??? Elements ? ? ? ??? PickBasics ? ? ? ??? Default ? ? ??? Ticket ? ? ??? Elements ? ? ??? EditBasics ? ? ??? MassageFields ? ??? Elements ? ? ??? SelectPriority ? ? ??? SelectPriorityAsString ? ??? Ticket ? ??? Elements ? ??? ShowPriority ??? lib ??? RT ??? Extension ??? PriorityAsString.pm 18 directories, 7 files On Fri, Sep 23, 2016 at 2:46 PM, Alex Hall wrote: > I just now tried the RTHOME suggestion, after which I ran make and make > install. I got the exact same error as in my previous message, > unfortunately. > > On Fri, Sep 23, 2016 at 3:43 PM, Alex Hall wrote: >> >> I'll run the install again and hope that doing so won't cause any >> problems. :) >> >> root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# perl >> Makefile.PL >> Using RT configuration from /usr/share/request-tracker4/lib/RT.pm: >> html => >> /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/html >> lib => >> /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString/lib >> Generating a Unix-style Makefile >> Writing Makefile for RT::Extension::PriorityAsString >> Writing MYMETA.yml and MYMETA.json >> >> root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# make >> Skip blib/lib/RT/Extension/PriorityAsString.pm (unchanged) >> Manifying blib/man3/RT::Extension::PriorityAsString.3pm >> >> root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# make install >> Appending installation info to >> /usr/local/share/request-tracker4/man/perllocal.pod >> Couldn't load RT config file RT_SiteConfig.pm: >> >> Can't locate object method "InitPluginPaths" via package >> "RT::Extension::PriorityAsString" (perhaps you forgot to load >> "RT::Extension::PriorityAsString"?) at /usr/share/request-tracker4/lib/RT.pm >> line 654. >> Compilation failed in require at >> /usr/share/request-tracker4/lib/RT/Config.pm line 1106. >> Makefile:796: recipe for target 'install' failed >> make: *** [install] Error 255 >> >> Well, that's new. Obviously this is the source of the trouble, but what >> does it mean and how do I fix it? As far as I remember, I didn't see this on >> my last install, but I'm glad it's here now if it illuminates the core >> problem! And no, I think I missted the RTHOME comment. I'm going to search >> for it as soon as I send this. >> >> On Fri, Sep 23, 2016 at 3:31 PM, Matt Zagrabelny >> wrote: >>> >>> On Fri, Sep 23, 2016 at 2:20 PM, Alex Hall wrote: >>> > Okay, good to know about the permissions and deleting everything below >>> > mason_data/obj. I re-created the obj directory and set it to >>> > www-data:www-data 755. >>> > >>> > I ran perl -c on the main config file, with the two plugin lines >>> > commented >>> > out and not, and on the RT_SiteConfig.d/70-plugins file I made that >>> > holds >>> > those lines. In all three cases, Perl reports that the syntax is okay. >>> > >>> > To make sure I'm not going nuts from all the things I've tried >>> > recently, I >>> > tested things once more. I commented out the plugin lines, ran >>> > update-rt-siteconfig and update-rt-siteconfig-4 (what's the >>> > difference?), >>> >>> update-rt-siteconfig is a symlink. It points to >>> update-rt-siteconfig-4. The command is obsolete in 4.4 since RT >>> natively supports config snippets without needing a command to >>> regenerate a site config. >>> >>> > and tried to spawn the FCGI server. It worked. Uncommented, and the >>> > FCGI >>> > server exited with status code 255 when not commented. Oh, between the >>> > two >>> > attempts I also ran the delete command you sent. Is there a step I'm >>> > missing? Maybe something so obvious you didn't think to mention it? >>> > This is >>> > clearly atypical for RT plugins, so it almost has to be something I'm >>> > missing/doing wrong. >>> >>> What did you do to install the module? >>> >>> Did you read my comment in a previous email about RTHOME? >>> >>> Please list the exact commands and their output. >>> >>> wget or curl? >>> tar? >>> perl Makefile.PL? >>> >>> etc. >>> >>> Maybe we'll see something. >>> >>> -m >> >> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ahall at autodist.com > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com From ahall at autodist.com Fri Sep 23 16:36:11 2016 From: ahall at autodist.com (Alex Hall) Date: Fri, 23 Sep 2016 16:36:11 -0400 Subject: [rt-users] Enabling extensions in RT4.2.8? In-Reply-To: References: Message-ID: If I'm reading that right, the difference is that RTHOME should be /usr/share/request-tracker4, with no /lib on the end? Trying that, I still get the error. I didn't use CPAN, and I didn't see the part about verifying my kit, but other than that our two outputs looked similar right up to 'make install' when mine goes sideways. I also ran your commands exactly as shown, using wget and /tmp instead of the gz file I downloaded earlier in my home directory. Yet, I still got exactly the same error at exactly the same point. Appending installation info to /usr/local/share/request-tracker4/man/perllocal.pod Couldn't load RT config file RT_SiteConfig.pm: Can't locate object method "InitPluginPaths" via package "RT::Extension::PriorityAsString" (perhaps you forgot to load "RT::Extension::PriorityAsString"?) at /usr/share/request-tracker4/lib/RT.pm line 654. Compilation failed in require at /usr/share/request-tracker4/lib/RT/Config.pm line 1106. Makefile:796: recipe for target 'install' failed make: *** [install] Error 255 Thanks for all your time on this. If you, or anyone else, can see what might be going on... I'll try just about anything. On Fri, Sep 23, 2016 at 4:06 PM, Matt Zagrabelny wrote: > Hey Alex, > > I may have gotten the RTHOME incantation wrong. I just ran the install > on my Debian system and here is the output: > > % cd /tmp > > % wget https://cpan.metacpan.org/authors/id/B/BP/BPS/RT- > Extension-PriorityAsString-1.04.tar.gz > --2016-09-23 > > 15:00:25-- > https://cpan.metacpan.org/authors/id/B/BP/BPS/RT- > Extension-PriorityAsString-1.04.tar.gz > Resolving cpan.metacpan.org (cpan.metacpan.org)... 151.101.44.129 > Connecting to cpan.metacpan.org > (cpan.metacpan.org)|151.101.44.129|:443... connected. > HTTP request sent, awaiting response... 200 OK > Length: 36285 (35K) [application/x-gzip] > Saving to: ?RT-Extension-PriorityAsString-1.04.tar.gz? > > RT-Extension-PriorityAsString > 100%[===============================================>] 35.43K > --.-KB/s in 0.02s > > 2016-09-23 15:00:25 (1.91 MB/s) - > ?RT-Extension-PriorityAsString-1.04.tar.gz? saved [36285/36285] > > % tar xfz RT-Extension-PriorityAsString-1.04.tar.gz > > % cd RT-Extension-PriorityAsString-1.04 > > % RTHOME=/usr/share/request-tracker4 perl Makefile.PL > Using RT configuration from /usr/share/request-tracker4/lib/RT.pm: > html => /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/html > lib => /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/lib > Checking if your kit is complete... > Looks good > Generating a Unix-style Makefile > Writing Makefile for RT::Extension::PriorityAsString > Writing MYMETA.yml and MYMETA.json > > % make > cp lib/RT/Extension/PriorityAsString.pm > blib/lib/RT/Extension/PriorityAsString.pm > Manifying 1 pod document > > % make test > No tests defined for RT::Extension::PriorityAsString extension. > > % sudo make install > Manifying 1 pod document > Installing /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/lib/RT/Extension/PriorityAsString.pm > Installing /usr/local/share/request-tracker4/man/man3/RT:: > Extension::PriorityAsString.3pm > Appending installation info to > /usr/local/share/request-tracker4/man/perllocal.pod > Installing /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/html/Elements/SelectPriorityAsString > Installing /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/html/Elements/SelectPriority > Installing /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/html/Callbacks/PriorityAsString/ > Search/Elements/PickBasics/Default > Installing /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/html/Callbacks/PriorityAsString/ > Elements/RT__Ticket/ColumnMap/Once > Installing /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/html/Callbacks/PriorityAsString/ > Ticket/Elements/EditBasics/MassageFields > Installing /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/html/Ticket/Elements/ShowPriority > > % tree /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString > /usr/local/share/request-tracker4/plugins/RT-Extension-PriorityAsString > ??? html > ? ??? Callbacks > ? ? ??? PriorityAsString > ? ? ??? Elements > ? ? ? ??? RT__Ticket > ? ? ? ??? ColumnMap > ? ? ? ??? Once > ? ? ??? Search > ? ? ? ??? Elements > ? ? ? ??? PickBasics > ? ? ? ??? Default > ? ? ??? Ticket > ? ? ??? Elements > ? ? ??? EditBasics > ? ? ??? MassageFields > ? ??? Elements > ? ? ??? SelectPriority > ? ? ??? SelectPriorityAsString > ? ??? Ticket > ? ??? Elements > ? ??? ShowPriority > ??? lib > ??? RT > ??? Extension > ??? PriorityAsString.pm > > 18 directories, 7 files > > On Fri, Sep 23, 2016 at 2:46 PM, Alex Hall wrote: > > I just now tried the RTHOME suggestion, after which I ran make and make > > install. I got the exact same error as in my previous message, > > unfortunately. > > > > On Fri, Sep 23, 2016 at 3:43 PM, Alex Hall wrote: > >> > >> I'll run the install again and hope that doing so won't cause any > >> problems. :) > >> > >> root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# perl > >> Makefile.PL > >> Using RT configuration from /usr/share/request-tracker4/lib/RT.pm: > >> html => > >> /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/html > >> lib => > >> /usr/local/share/request-tracker4/plugins/RT-Extension- > PriorityAsString/lib > >> Generating a Unix-style Makefile > >> Writing Makefile for RT::Extension::PriorityAsString > >> Writing MYMETA.yml and MYMETA.json > >> > >> root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# make > >> Skip blib/lib/RT/Extension/PriorityAsString.pm (unchanged) > >> Manifying blib/man3/RT::Extension::PriorityAsString.3pm > >> > >> root at server24:/home/ahall/RT-Extension-PriorityAsString-1.04# make > install > >> Appending installation info to > >> /usr/local/share/request-tracker4/man/perllocal.pod > >> Couldn't load RT config file RT_SiteConfig.pm: > >> > >> Can't locate object method "InitPluginPaths" via package > >> "RT::Extension::PriorityAsString" (perhaps you forgot to load > >> "RT::Extension::PriorityAsString"?) at /usr/share/request-tracker4/ > lib/RT.pm > >> line 654. > >> Compilation failed in require at > >> /usr/share/request-tracker4/lib/RT/Config.pm line 1106. > >> Makefile:796: recipe for target 'install' failed > >> make: *** [install] Error 255 > >> > >> Well, that's new. Obviously this is the source of the trouble, but what > >> does it mean and how do I fix it? As far as I remember, I didn't see > this on > >> my last install, but I'm glad it's here now if it illuminates the core > >> problem! And no, I think I missted the RTHOME comment. I'm going to > search > >> for it as soon as I send this. > >> > >> On Fri, Sep 23, 2016 at 3:31 PM, Matt Zagrabelny > >> wrote: > >>> > >>> On Fri, Sep 23, 2016 at 2:20 PM, Alex Hall wrote: > >>> > Okay, good to know about the permissions and deleting everything > below > >>> > mason_data/obj. I re-created the obj directory and set it to > >>> > www-data:www-data 755. > >>> > > >>> > I ran perl -c on the main config file, with the two plugin lines > >>> > commented > >>> > out and not, and on the RT_SiteConfig.d/70-plugins file I made that > >>> > holds > >>> > those lines. In all three cases, Perl reports that the syntax is > okay. > >>> > > >>> > To make sure I'm not going nuts from all the things I've tried > >>> > recently, I > >>> > tested things once more. I commented out the plugin lines, ran > >>> > update-rt-siteconfig and update-rt-siteconfig-4 (what's the > >>> > difference?), > >>> > >>> update-rt-siteconfig is a symlink. It points to > >>> update-rt-siteconfig-4. The command is obsolete in 4.4 since RT > >>> natively supports config snippets without needing a command to > >>> regenerate a site config. > >>> > >>> > and tried to spawn the FCGI server. It worked. Uncommented, and the > >>> > FCGI > >>> > server exited with status code 255 when not commented. Oh, between > the > >>> > two > >>> > attempts I also ran the delete command you sent. Is there a step I'm > >>> > missing? Maybe something so obvious you didn't think to mention it? > >>> > This is > >>> > clearly atypical for RT plugins, so it almost has to be something I'm > >>> > missing/doing wrong. > >>> > >>> What did you do to install the module? > >>> > >>> Did you read my comment in a previous email about RTHOME? > >>> > >>> Please list the exact commands and their output. > >>> > >>> wget or curl? > >>> tar? > >>> perl Makefile.PL? > >>> > >>> etc. > >>> > >>> Maybe we'll see something. > >>> > >>> -m > >> > >> > >> > >> > >> -- > >> Alex Hall > >> Automatic Distributors, IT department > >> ahall at autodist.com > > > > > > > > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From MDroemer at gmx.de Sat Sep 24 05:19:53 2016 From: MDroemer at gmx.de (MDroemer at gmx.de) Date: Sat, 24 Sep 2016 11:19:53 +0200 Subject: [rt-users] =?utf-8?q?REST_API=3B_the_plus-character_=28+=29_will_?= =?utf-8?q?be_not_processed=3B=09plain_email?= In-Reply-To: References: , Message-ID: Dear RT-users, thanks for your quick response. We are using JavaScript API AngularJS and REST API to create new tickets. There is a similar function in AngularJS, see follow: encodeURIComponent(content); Unfortunately it doesn't work, also. Using firebug the content seems fine. That means, the submitted data stream over the network is fine. How can i check in RT the incomming data stream from the client of the REST-API? What we are wondering, other special characters are visbile, for example '?', in a created ticket. Thank you very much. Rg Michael ? ? Gesendet:?Dienstag, 20. September 2016 um 19:08 Uhr Von:?"Landon Stewart" An:?"MDroemer at gmx.de" Cc:?"rt-users at lists.bestpractical.com" Betreff:?Re: [rt-users] REST API; the plus-character (+) will be not processed; plain email On Sep 20, 2016, at 9:41 AM, MDroemer at gmx.de wrote: ? Dear Request Tracker users, while we working with special characters, we noticed that the plus-character will be not processed by the REST-API, when a new ticket is created. All other special characters will be processed. Here a simple content: content= id: ticket/new Subject: Test '\+' Queue: General ? You should urlencode that text: ? $ perl -e 'use URL::Encode qw/url_encode_utf8/; print url_encode_utf8("Test +");' Test+%2B ? The + here is the space, the %2B is the plus sign from the string. ? -- Landon Stewart Lead Analyst - Abuse and?Security Management INTERNAP?? ??lstewart at internap.com[lstewart at internap.com] ??www.internap.com[http://www.internap.com] From tconstantopoulos at odysseyconsultants.com Mon Sep 26 01:44:26 2016 From: tconstantopoulos at odysseyconsultants.com (Thanos Constantopoulos) Date: Mon, 26 Sep 2016 05:44:26 +0000 Subject: [rt-users] Merging Tickets Message-ID: <6de19567652846e992404dfb0e1967d9@odysseyconsultants.com> Dear All Is there a way to prevent ticket merging when the tickets are not in the same queue? Thank you [cid:imagee92028.PNG at 8ec91e59.4393fd59] [cid:imageb687a0.PNG at 90c86cb5.4d8b7e62] Thanos Constantopoulos Escalation Engineer [cid:image8ee56d.PNG at 2a20f1ce.4a9f79c4] tconstantopoulos at odysseyconsultants.com [cid:image1a2fa5.PNG at 01c97f45.44a1c38f] Extension: # 144 [cid:image804318.PNG at 5c0af0d6.4ebe7967] 1, Lefkos Anastasiades Street, 3rd Floor, 2012 Strovolos, Nicosia Tel.: +357 22463600 [cid:image4d63dd.PNG at 807422b4.4daf808e] This e-mail contains proprietary information some or all of which may be legally privileged. It is for the intended recipient only. If an addressing or transmission error has misdirected this e-mail, please notify the author by replying to this e-mail. If you are not the intended recipient you must not use, disclose, distribute, copy, print or rely on this e-mail. The content of this email may contain private views and opinions, which do not constitute formal disclosure or commitment unless specifically stated. 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Name: imagea4e777.JPG Type: image/jpeg Size: 2195 bytes Desc: imagea4e777.JPG URL: From elacour at easter-eggs.com Mon Sep 26 03:47:03 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 26 Sep 2016 09:47:03 +0200 Subject: [rt-users] Merging Tickets In-Reply-To: <6de19567652846e992404dfb0e1967d9@odysseyconsultants.com> References: <6de19567652846e992404dfb0e1967d9@odysseyconsultants.com> Message-ID: <171b04a7-f823-15d9-d14c-69beb3be77e1@easter-eggs.com> Le 26/09/2016 ? 07:44, Thanos Constantopoulos a ?crit : > Odyssey > > Dear All > > > > Is there a way to prevent ticket merging when the tickets are not in > the same queue? > > > you have to override the method RT::Ticket->MergeInto for this. Here is an (untested) sample code to put in rt/local/lib/RT/Ticket_Local.pm: package RT::Ticket; use strict; no warnings qw(redefine); my $old_mergeinto = \&MergeInto; *MergeInto = sub { my $self = shift; my $ticket_id = shift; my $MergeInto = RT::Ticket->new($self->CurrentUser); $MergeInto->Load($ticket_id); if ( $MergeInto->Id ) { if ( $self->Queue != $MergeInto->Queue ) { return ( 0, $self->loc("Can't merge tickets from different queues ([_1], [_2])", $self->QueueObj->Name, $MergeInto->QueueObj->Name) ); } } return $old_mergeinto->($self, @_); }; 1; if you only take care of the web interface, youb should be able to block the merge processing using the callback located in share/html/Ticket/ModifyLinks.html, by looking at posted args, loading target ticket and checking queues against $TicketObj->Queue. Then if queues does not match, push a message in @$Results and delete the merge from $ARGSRef. -------------- next part -------------- An HTML attachment was scrubbed... URL: From felix at d2france.fr Mon Sep 26 08:46:25 2016 From: felix at d2france.fr (Felix Defrance) Date: Mon, 26 Sep 2016 14:46:25 +0200 Subject: [rt-users] Change status to open when user respond to a ticket. Message-ID: Hi, I need to change ticket status to open when anybody respond to a ticket by email or web UI and when the ticket is in a specific status. This is a custom lifecycle, without stalled status, and which the stalled status is a custom named status. So anybody known, how i could do the same "lifecycle" as stalled, but for another status ? Thx, -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From piet at espresso-gridpoint.com Mon Sep 26 09:32:19 2016 From: piet at espresso-gridpoint.com (Piet Honkoop) Date: Mon, 26 Sep 2016 15:32:19 +0200 Subject: [rt-users] Change status to open when user respond to a ticket. In-Reply-To: References: Message-ID: <648a2401-f6f4-94e0-aeb0-3ddbd7ffc4bf@espresso-gridpoint.com> Hi, I'm curious how to solve this one too :) even a bit more specific: if the requestor mails, reset status (so not 'anybody') Best regards, Piet On 26-9-2016 14:46, Felix Defrance wrote: > > Hi, > > > I need to change ticket status to open when anybody respond to a > ticket by email or web UI and when the ticket is in a specific status. > > This is a custom lifecycle, without stalled status, and which the > stalled status is a custom named status. > > So anybody known, how i could do the same "lifecycle" as stalled, but > for another status ? > > Thx, > > -- > F?lix Defrance > PGP: 0x0F04DC57 > > -- > Dit bericht is gescanned op virussen en andere gevaarlijke > inhoud door *MailScanner* en lijkt schoon te zijn. > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 -- Dit bericht is gescanned op virussen en andere gevaarlijke inhoud door MailScanner en lijkt schoon te zijn. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Vinzenz.Sinapius at tracetronic.de Mon Sep 26 10:15:56 2016 From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz) Date: Mon, 26 Sep 2016 14:15:56 +0000 Subject: [rt-users] Change status to open when user respond to a ticket. In-Reply-To: <648a2401-f6f4-94e0-aeb0-3ddbd7ffc4bf@espresso-gridpoint.com> References: <648a2401-f6f4-94e0-aeb0-3ddbd7ffc4bf@espresso-gridpoint.com> Message-ID: Hi, I solved this by creating a custom scrip. Take a look at https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets 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 Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Piet Honkoop Gesendet: Montag, 26. September 2016 15:32 An: Felix Defrance ; rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Change status to open when user respond to a ticket. Hi, I'm curious how to solve this one too :) even a bit more specific: if the requestor mails, reset status (so not 'anybody') Best regards, Piet On 26-9-2016 14:46, Felix Defrance wrote: Hi, I need to change ticket status to open when anybody respond to a ticket by email or web UI and when the ticket is in a specific status. This is a custom lifecycle, without stalled status, and which the stalled status is a custom named status. So anybody known, how i could do the same "lifecycle" as stalled, but for another status ? Thx, -- F?lix Defrance PGP: 0x0F04DC57 -- Dit bericht is gescanned op virussen en andere gevaarlijke inhoud door MailScanner en lijkt schoon te zijn. --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 -- Dit bericht is gescanned op virussen en andere gevaarlijke inhoud door MailScanner en lijkt schoon te zijn. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-list at himt.de Mon Sep 26 12:02:53 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Mon, 26 Sep 2016 18:02:53 +0200 Subject: [rt-users] Pushing Tickets in queue the "pusher" is not a member of? Message-ID: Hello there, I'm using RT 4.2.8. I'm having several queues for several departments. Now, tickets have to be pushed into other queues where then the according department works on them. But the "pusher" should not be a member of the queue, and he should not even see the queue. Now I'm not getting anywhere with this. How do I systematically enable users to push tickets in queues in which they are no members, and which they don't need to see? Thanks for any advice. Regards, Patrick From felix at d2france.fr Mon Sep 26 12:31:08 2016 From: felix at d2france.fr (Felix Defrance) Date: Mon, 26 Sep 2016 18:31:08 +0200 Subject: [rt-users] Change status to open when user respond to a ticket. In-Reply-To: References: <648a2401-f6f4-94e0-aeb0-3ddbd7ffc4bf@espresso-gridpoint.com> Message-ID: <7aa12fb8-dc74-a063-44be-e27ba94b17e2@d2france.fr> Thx for the doc Vinzenz. And now, do you think my scrip below will do the job ? (I'm not familar with perl..) ## --- Condition: User defined ## --- Action: User defined ## --- Template: blank ## --- Custom Condition: return 0 unless ( $self->TransactionObj->Type eq "Correspond" && $self->TicketObj->QueueObj->Name eq "customercare" && $self->TicketObj->Status eq "customer_feedback_required" ); return 1; ## --- Custom action preparation code: return 1; ## --- Custom action cleanup code: $self->TicketObj->SetStatus("open"); F?lix. Le 26/09/2016 ? 16:15, Sinapius, Vinzenz a ?crit : > > Hi, > > > > I solved this by creating a custom scrip. Take a look at > https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and > https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets > > > > Cheers, > > Vinzenz > > Vinzenz Sinapius > Information Technology | Informationstechnik > > *trace**tronic***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 > > > > *Von:*rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im > Auftrag von *Piet Honkoop > *Gesendet:* Montag, 26. September 2016 15:32 > *An:* Felix Defrance ; rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] Change status to open when user respond to a > ticket. > > > > Hi, > > I'm curious how to solve this one too :) > > even a bit more specific: if the requestor mails, reset status (so not > 'anybody') > > Best regards, > > Piet > > > > On 26-9-2016 14:46, Felix Defrance wrote: > > Hi, > > > I need to change ticket status to open when anybody respond to a > ticket by email or web UI and when the ticket is in a specific status. > > This is a custom lifecycle, without stalled status, and which the > stalled status is a custom named status. > > So anybody known, how i could do the same "lifecycle" as stalled, > but for another status ? > > Thx, > > -- > > F?lix Defrance > > PGP: 0x0F04DC57 > > > -- > Dit bericht is gescanned op virussen en andere gevaarlijke > inhoud door *MailScanner* en lijkt schoon te zijn. > > > --------- > > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training > > * Boston - October 24-26 > > * Los Angeles - Q1 2017 > > > > -- > Dit bericht is gescanned op virussen en andere gevaarlijke > inhoud door *MailScanner* en lijkt schoon te zijn. > -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Dunbar at von.ca Mon Sep 26 13:09:38 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Mon, 26 Sep 2016 17:09:38 +0000 Subject: [rt-users] banner message Message-ID: <1B0952CE40023A48AE928B0BBBC4AD4009908BB0@VONDC336.vonnat1.von.ca> Hello, Is there a way to add a reminder on the SelfService Page? ie before submitting did you do X? Brian Dunbar Service Desk Manager VON Canada 2150 Islington Ave #301 Toronto ON M9P 3V4 Telephone 647 788 3277 Mobile 416 454 8975 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Sep 26 16:07:16 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 26 Sep 2016 16:07:16 -0400 Subject: [rt-users] Some users getting CSRF warnings when creating tickets? Message-ID: Hi all, We're starting to have more people test RT now. Oddly, the two who just started trying it out get CSRF warnings when they try to make or update tickets, while no one else does. They are using Chrome, but so is a guy who is *not* getting the warnings. We're all in the same building, thus on the same network. Any idea why this might be happening? My Nginx log for RT doesn't include anything about this, and my RT log is empty. Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Mon Sep 26 17:08:22 2016 From: ahall at autodist.com (Alex Hall) Date: Mon, 26 Sep 2016 17:08:22 -0400 Subject: [rt-users] Where is the 'privileged' group? Message-ID: Hello again, I created a user, and he reported later that he'd added himself to the admin group. I was going to do that anyway, but I'm concerned that he had the right to do that on his own. I think the problem lies in the privileges I gave the 'privileged' group when I was first setting up RT. Now, though, all I can find are my own groups; the un/privileged ones are nowhere to be found. How do I get back to them to remove some rights from the privileged group? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Sep 26 17:11:54 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 26 Sep 2016 16:11:54 -0500 Subject: [rt-users] Where is the 'privileged' group? In-Reply-To: References: Message-ID: Admin -> Users -> Select Let this user be granted rights (Privileged) -m On Mon, Sep 26, 2016 at 4:08 PM, Alex Hall wrote: > Hello again, > I created a user, and he reported later that he'd added himself to the admin > group. I was going to do that anyway, but I'm concerned that he had the > right to do that on his own. I think the problem lies in the privileges I > gave the 'privileged' group when I was first setting up RT. Now, though, all > I can find are my own groups; the un/privileged ones are nowhere to be > found. How do I get back to them to remove some rights from the privileged > group? Thanks. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 From joel.bergmark at t3.se Mon Sep 26 09:28:50 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Mon, 26 Sep 2016 13:28:50 +0000 Subject: [rt-users] O365/Fetchmail Message-ID: Hi all Have searched tons about Fetchmail/o365 but to no avail, we are migrating to Office 365 but still have the exchange on-premise for RT to work. Just want to get out the question, has anyone here managed to IMAP a Shared Mailbox in O365 into RT? Also read this but no solution: https://quornicus.wordpress.com/2016/01/08/fetchmail-office-365-configuration-rt/ poll serverdomainname.here protocol IMAP auth password** user "local.domain\\user-credentials\\shared-mailboxname" pass "secretpassword" mda "/usr/bin/rt-mailgate --queue Testqueue --action correspond --url http://rt.domainname" keep Error: Authorization failure. I have also tried to use SSL but fetchmail debug gives same error, even when trying to imap the users mailbox. We have a consultant doing this migration for us to O365, but not even them have managed to come around this issue. In my fetchmailconf file I have 15 working boxes that I'm polling, but only o365 is not working. fetchmail: outlook.office365.com key fingerprint: 3A:A4:58:42:56:CD:BD:11:19:5B:CF:1E:85:16:8E:4D fetchmail: outlook.office365.com fingerprints match. fetchmail: IMAP< * OK The Microsoft Exchange IMAP4 service is ready. [SABFADEAUABSADAANgBDAEEAMAAwADcANgAuAGUAdQByAHAAcgBkADAANgAuAHAAcgBvAGQALgBvAHUAdABsAG8AbwBrAC4AYwBvAG0A] fetchmail: IMAP> A0001 CAPABILITY fetchmail: IMAP< * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN AUTH=XOAUTH2 SASL-IR UIDPLUS MOVE ID UNSELECT CHILDREN IDLE NAMESPACE LITERAL+ fetchmail: IMAP< A0001 OK CAPABILITY completed. fetchmail: Protocol identified as IMAP4 rev 1 fetchmail: GSSAPI error gss_inquire_cred: Unspecified GSS failure. Minor code may provide more information fetchmail: GSSAPI error gss_inquire_cred: No Kerberos credentials available fetchmail: No suitable GSSAPI credentials found. Skipping GSSAPI authentication. fetchmail: If you want to use GSSAPI, you need credentials first, possibly from kinit. fetchmail: IMAP> A0002 LOGIN "local.domain\\user-credential" * fetchmail: IMAP< A0002 NO LOGIN failed. fetchmail: Authorization failure on local.domain\user-credential at outlook-emeawest.office365.com fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 fetchmail: IMAP> A0003 LOGOUT fetchmail: IMAP< * BYE Microsoft Exchange Server 2016 IMAP4 server signing off. fetchmail: IMAP< A0003 OK LOGOUT completed. fetchmail: 6.3.26 querying outlook.office365.com (protocol IMAP) at Mon 26 Sep 2016 03:13:44 PM CEST: poll completed Merged UID list from outlook.office365.com: Thankful of any input on this, will post solution when found. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Sep 27 08:51:00 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 27 Sep 2016 08:51:00 -0400 Subject: [rt-users] Where is the 'privileged' group? In-Reply-To: References: Message-ID: I know I can make a user un-privileged. But all the users I'll be adding over the next week or so will need to have some rights, just not the right to add themselves to groups. I thought 'unprivileged' was an automatically created group I could manage like any other, so that all privileged users inherit the same rights unless and until an admin adds the user to a group with more rights later on. For instance, *all* our users must be able to take tickets, but not all of them should be able to add themselves to groups. Do I just need to make a "staff" group and add everyone to it? I can, I just had it in my head that RT had a way to do this automatically for all users not in any user-defined group. On Mon, Sep 26, 2016 at 5:11 PM, Matt Zagrabelny wrote: > Admin -> Users -> Select > > Let this user be granted rights (Privileged) > > -m > > On Mon, Sep 26, 2016 at 4:08 PM, Alex Hall wrote: > > Hello again, > > I created a user, and he reported later that he'd added himself to the > admin > > group. I was going to do that anyway, but I'm concerned that he had the > > right to do that on his own. I think the problem lies in the privileges I > > gave the 'privileged' group when I was first setting up RT. Now, though, > all > > I can find are my own groups; the un/privileged ones are nowhere to be > > found. How do I get back to them to remove some rights from the > privileged > > group? Thanks. > > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ahall at autodist.com > > > > --------- > > RT 4.4 and RTIR training sessions, and a new workshop day! > > https://bestpractical.com/training > > * Boston - October 24-26 > > * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Sep 27 09:17:47 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 27 Sep 2016 09:17:47 -0400 Subject: [rt-users] Some users getting CSRF warnings when creating tickets? In-Reply-To: References: Message-ID: That makes me wonder: would having two subdomains do it? I have tickets.domain.com and rt.domain.com both going to the same thing, but rt.autodist.com is the actual domain in the configuration files. I wonder if starting from tickets.domain.com would cause this warning, as the browser sees one domain trying to do action on what it thinks is a different one? I'll have people stick to rt.domain.com and see if that makes a difference. On Tue, Sep 27, 2016 at 8:23 AM, Sean Cwiek wrote: > Hey Alex, > > > > We?ve seen this when users are jumping between the http and https versions > of our RT instance. Advising everyone to login at the https address seemed > to resolve it for us. > > > > Thanks. > > > > -Sean > > > > *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On > Behalf Of *Alex Hall > *Sent:* Monday, September 26, 2016 4:07 PM > *To:* rt-users > *Subject:* [rt-users] Some users getting CSRF warnings when creating > tickets? > > > > Hi all, > > We're starting to have more people test RT now. Oddly, the two who just > started trying it out get CSRF warnings when they try to make or update > tickets, while no one else does. They are using Chrome, but so is a guy who > is *not* getting the warnings. We're all in the same building, thus on the > same network. Any idea why this might be happening? My Nginx log for RT > doesn't include anything about this, and my RT log is empty. Thanks. > > > -- > > Alex Hall > > Automatic Distributors, IT department > > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From joel.bergmark at t3.se Tue Sep 27 03:52:52 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Tue, 27 Sep 2016 07:52:52 +0000 Subject: [rt-users] Postgresql 4.4.1 slow queries? Message-ID: Hi, After upgrading to version 4.4.1 i have noticed that the SQL-queries takes significant longer time to produce a result, on average on my system, running Ubuntu 14.04 LTS, Postgres 9.3, Apache with perlmod. 8 gigram and plenty of CPU in a vmware cluster on SSD:s (likely not a hardware issue). We did not experience RT to have been this slow on 4.4.0. Each query takes about 350ms to give a result, occasionally up to 4000ms have been seen, not a big problem but somethings that needs to be fixed. Postgres have access to shared buffers = 2048 and effective_cache_size = 4096MB that was modified yesterday but queries still are same speed. I have read plenty on postgres optimizing but not much seem to make a difference, and the https://rt-wiki.bestpractical.com/wiki/PerformanceTuning seems a bit out of date. Example of problem: 192.168.2.65 - - [27/Sep/2016:09:06:49 +0200] "GET /Search/Build.html?NewQuery=1 HTTP/1.1" 200 12072 Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.101 Safari/537.36" 09:06:52 CEST LOG: duration: 3362.432 ms execute dbdpg_p2242_1745: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Queue') OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1)) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY main.Name ASC I'm looking for any suggestions about this, and I'm not an expert on postgresql, but guess that this could have something to do with RT:s "($UseSQLForACLChecks, 1);" or modperl via Apache or simply some index in postgres? Appreciate any feedback :-) Regards, Joel -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Sep 27 11:31:22 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 27 Sep 2016 10:31:22 -0500 Subject: [rt-users] Where is the 'privileged' group? In-Reply-To: References: Message-ID: Hi Alex, You can grant rights to system defined groups: So you can add the "Take Ticket" right globally to the Privileged users. Admin -> Global -> Group RIghts There you will see the system groups: Everybody Privileged Unprivileged Just a point that I got hung up on early on in my RT administration: Privileged is not a subset of Unprivileged - there is no membership overlap between those two groups. -m On Tue, Sep 27, 2016 at 7:51 AM, Alex Hall wrote: > I know I can make a user un-privileged. But all the users I'll be adding > over the next week or so will need to have some rights, just not the right > to add themselves to groups. I thought 'unprivileged' was an automatically > created group I could manage like any other, so that all privileged users > inherit the same rights unless and until an admin adds the user to a group > with more rights later on. For instance, *all* our users must be able to > take tickets, but not all of them should be able to add themselves to > groups. Do I just need to make a "staff" group and add everyone to it? I > can, I just had it in my head that RT had a way to do this automatically for > all users not in any user-defined group. > > On Mon, Sep 26, 2016 at 5:11 PM, Matt Zagrabelny wrote: >> >> Admin -> Users -> Select >> >> Let this user be granted rights (Privileged) >> >> -m >> >> On Mon, Sep 26, 2016 at 4:08 PM, Alex Hall wrote: >> > Hello again, >> > I created a user, and he reported later that he'd added himself to the >> > admin >> > group. I was going to do that anyway, but I'm concerned that he had the >> > right to do that on his own. I think the problem lies in the privileges >> > I >> > gave the 'privileged' group when I was first setting up RT. Now, though, >> > all >> > I can find are my own groups; the un/privileged ones are nowhere to be >> > found. How do I get back to them to remove some rights from the >> > privileged >> > group? Thanks. >> > >> > -- >> > Alex Hall >> > Automatic Distributors, IT department >> > ahall at autodist.com >> > >> > --------- >> > RT 4.4 and RTIR training sessions, and a new workshop day! >> > https://bestpractical.com/training >> > * Boston - October 24-26 >> > * Los Angeles - Q1 2017 > > > > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com From me at nileshgr.com Tue Sep 27 11:35:31 2016 From: me at nileshgr.com (Nilesh) Date: Tue, 27 Sep 2016 21:05:31 +0530 Subject: [rt-users] Postgresql 4.4.1 slow queries? In-Reply-To: References: Message-ID: <1474990531.16234.1.camel@nileshgr.com> On Tue, 2016-09-27 at 07:52 +0000, Joel Bergmark wrote: > Hi, > ? > After upgrading to version 4.4.1 i have noticed that the SQL-queries takes > significant longer time to produce a result, on average on my system, running > Ubuntu 14.04 LTS, Postgres 9.3, Apache with perlmod. 8 gigram and plenty of > CPU in a vmware cluster on SSD:s (likely not a hardware issue). We did not > experience RT to have been this slow on 4.4.0. > ? > Each query takes about 350ms to give a result, occasionally up to 4000ms have > been seen, not a big problem but somethings that needs to be fixed. > ? > Postgres have access to shared buffers = 2048 and effective_cache_size = > 4096MB that was modified yesterday but queries still are same speed. > ? > I have read plenty on postgres optimizing but not much seem to make a > difference, and the https://rt-wiki.bestpractical.com/wiki/PerformanceTuning > seems a bit out of date. > ? > Example of problem: > ? > 192.168.2.65 - - [27/Sep/2016:09:06:49 +0200] "GET > /Search/Build.html?NewQuery=1 HTTP/1.1" 200 12072 Mozilla/5.0 (Windows NT > 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.101 > Safari/537.36" > > 09:06:52 CEST LOG:? duration: 3362.432 ms? execute dbdpg_p2242_1745: SELECT > DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals > Principals_1? ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers > CachedGroupMembers_2? ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) > JOIN CachedGroupMembers CachedGroupMembers_4? ON ( > CachedGroupMembers_4.MemberId = Principals_1.id )? WHERE ((ACL_3.ObjectType = > 'RT::Queue') OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId?? = 1)) > AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND > (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR > ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND > (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') > AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') > AND (Principals_1.id != '1')? ORDER BY main.Name ASC > > I?m looking for any suggestions about this, and I?m not an expert on > postgresql, but guess that this could have something to do with RT:s > ?($UseSQLForACLChecks, 1);? or modperl via Apache or simply some index in > postgres? > ? > Appreciate any feedback :-) > > Regards, Joel > ? > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractic > al.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 What do you get if you run EXPLAIN over that query directly in psql CLI? -- Nilesh From cwieks at mcls.org Tue Sep 27 08:23:19 2016 From: cwieks at mcls.org (Sean Cwiek) Date: Tue, 27 Sep 2016 12:23:19 +0000 Subject: [rt-users] Some users getting CSRF warnings when creating tickets? In-Reply-To: References: Message-ID: Hey Alex, We?ve seen this when users are jumping between the http and https versions of our RT instance. Advising everyone to login at the https address seemed to resolve it for us. Thanks. -Sean From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Hall Sent: Monday, September 26, 2016 4:07 PM To: rt-users Subject: [rt-users] Some users getting CSRF warnings when creating tickets? Hi all, We're starting to have more people test RT now. Oddly, the two who just started trying it out get CSRF warnings when they try to make or update tickets, while no one else does. They are using Chrome, but so is a guy who is *not* getting the warnings. We're all in the same building, thus on the same network. Any idea why this might be happening? My Nginx log for RT doesn't include anything about this, and my RT log is empty. Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Tue Sep 27 14:01:06 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 27 Sep 2016 14:01:06 -0400 Subject: [rt-users] All privileged users have full admin rights? Message-ID: Hi all, Thanks to Matt, I found the privileges lists for the "privileged" group. Nothing was checked, so I added a couple rights I want everyone to have, then saved. Yet, each time an admin creates a new user account, that user has complete control; they have an admin tab, they have control over the system look, they can make queues and groups, etc. I have an admins group, which is how I make people admins, but these new users aren't members of it. I'm not sure why *everyone* has admin rights. Is there something obvious I've missed (probably)? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From waveright at gmail.com Tue Sep 27 14:52:08 2016 From: waveright at gmail.com (Todd Wade) Date: Tue, 27 Sep 2016 14:52:08 -0400 Subject: [rt-users] Some users getting CSRF warnings when creating tickets? In-Reply-To: References: Message-ID: <48b424bf-9e9f-83dc-088a-a800f9b0e9a2@gmail.com> On 9/27/16 9:17 AM, Alex Hall wrote: > That makes me wonder: would having two subdomains do it? I have > tickets.domain.com and rt.domain.com both going to the same thing, > but rt.autodist.com is the actual domain in the configuration files. Yes this would do it. There is a config option to allow you to bypass the CSRF warning for the additional domains: https://docs.bestpractical.com/rt/4.4.1/RT_Config.html#ReferrerWhitelist From waveright at gmail.com Tue Sep 27 15:03:03 2016 From: waveright at gmail.com (Todd Wade) Date: Tue, 27 Sep 2016 15:03:03 -0400 Subject: [rt-users] Pushing Tickets in queue the "pusher" is not a member of? In-Reply-To: References: Message-ID: On 9/26/16 12:02 PM, Patrick G. Stoesser wrote: > I'm using RT 4.2.8. I'm having several queues for several departments. > > Now, tickets have to be pushed into other queues where then the > according department works on them. But the "pusher" should not be a > member of the queue, and he should not even see the queue. > > Now I'm not getting anywhere with this. How do I systematically enable > users to push tickets in queues in which they are no members, and which > they don't need to see? What I would probably do is create a custom field and populate it with a list of the queues using the 'External custom fields' documentation: https://docs.bestpractical.com/rt/4.4.1/extending/external_custom_fields.html#How-to-write-custom-source In this case the data wouldn't really be "external" but you can use it as a reference on how to prepopulate custom fields with the queues. And then add a scrip so that when that custom field value is changed it changes the ticket queue. This will give you a one-off mechanism to allow users to change a ticket's queue without them having permissions to see that queue. From ahall at autodist.com Tue Sep 27 17:50:30 2016 From: ahall at autodist.com (Alex Hall) Date: Tue, 27 Sep 2016 17:50:30 -0400 Subject: [rt-users] All privileged users have full admin rights? In-Reply-To: References: Message-ID: All, Disregard this message. I'd granted a right to 'everyone' during very early testing, and never revoked it. Classic PICNIC problem if I ever saw one. On Tue, Sep 27, 2016 at 2:01 PM, Alex Hall wrote: > Hi all, > Thanks to Matt, I found the privileges lists for the "privileged" group. > Nothing was checked, so I added a couple rights I want everyone to have, > then saved. Yet, each time an admin creates a new user account, that user > has complete control; they have an admin tab, they have control over the > system look, they can make queues and groups, etc. I have an admins group, > which is how I make people admins, but these new users aren't members of > it. I'm not sure why *everyone* has admin rights. Is there something > obvious I've missed (probably)? Thanks. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From joel.bergmark at t3.se Wed Sep 28 05:12:29 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Wed, 28 Sep 2016 09:12:29 +0000 Subject: [rt-users] Postgresql 4.4.1 slow queries? In-Reply-To: <1474990531.16234.1.camel@nileshgr.com> References: <1474990531.16234.1.camel@nileshgr.com> Message-ID: Hi! This is the output from explain: postgres=# EXPLAIN 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 = 56) 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; ERROR: relation "users" does not exist LINE 1: EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN AC... I have looked for more queries that takes time and its always this query that generates the slow behavior, but seemingly the query itself seems fine "users" exists in db, but then again obviously postgres has issues with something here. Any thoughts? Regards, Joel -----Ursprungligt meddelande----- Fr?n: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] F?r Nilesh Skickat: den 27 september 2016 17:36 Till: rt-users at lists.bestpractical.com ?mne: Re: [rt-users] Postgresql 4.4.1 slow queries? On Tue, 2016-09-27 at 07:52 +0000, Joel Bergmark wrote: > Hi, > ? > After upgrading to version 4.4.1 i have noticed that the SQL-queries > takes significant longer time to produce a result, on average on my > system, running Ubuntu 14.04 LTS, Postgres 9.3, Apache with perlmod. 8 > gigram and plenty of CPU in a vmware cluster on SSD:s (likely not a > hardware issue). We did not experience RT to have been this slow on 4.4.0. > ? > Each query takes about 350ms to give a result, occasionally up to > 4000ms have been seen, not a big problem but somethings that needs to be fixed. > ? > Postgres have access to shared buffers = 2048 and effective_cache_size > = 4096MB that was modified yesterday but queries still are same speed. > ? > I have read plenty on postgres optimizing but not much seem to make a > difference, and the > https://rt-wiki.bestpractical.com/wiki/PerformanceTuning > seems a bit out of date. > ? > Example of problem: > ? > 192.168.2.65 - - [27/Sep/2016:09:06:49 +0200] "GET > /Search/Build.html?NewQuery=1 HTTP/1.1" 200 12072 Mozilla/5.0 (Windows > NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) > Chrome/53.0.2785.101 Safari/537.36" > > 09:06:52 CEST LOG:? duration: 3362.432 ms? execute dbdpg_p2242_1745: > SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN > Principals > Principals_1? ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers > CachedGroupMembers_2? ON ( CachedGroupMembers_2.MemberId = > Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4? ON ( > CachedGroupMembers_4.MemberId = Principals_1.id )? WHERE > ((ACL_3.ObjectType = > 'RT::Queue') OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId?? > = 1)) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND > (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR > ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = > '0') AND (CachedGroupMembers_2.GroupId = '4') AND > (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = > '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != > '1')? ORDER BY main.Name ASC > > I?m looking for any suggestions about this, and I?m not an expert on > postgresql, but guess that this could have something to do with RT:s > ?($UseSQLForACLChecks, 1);? or modperl via Apache or simply some index > in postgres? > ? > Appreciate any feedback :-) > > Regards, Joel > ? > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractic al.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 What do you get if you run EXPLAIN over that query directly in psql CLI? -- Nilesh --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 From me at nileshgr.com Wed Sep 28 09:20:55 2016 From: me at nileshgr.com (Nilesh) Date: Wed, 28 Sep 2016 18:50:55 +0530 Subject: [rt-users] Postgresql 4.4.1 slow queries? In-Reply-To: References: <1474990531.16234.1.camel@nileshgr.com> Message-ID: You made some typing mistake, you should get something like this: QUERY PLAN --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Unique (cost=33.54..33.62 rows=1 width=329) -> Sort (cost=33.54..33.54 rows=1 width=329) Sort Key: main.name, main.id, main.password, main.authtoken, main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, main.organization, main.realname, main.nickname, main.lang, main.gecos, main.homephone, main.workphone, main.mobilephone, main.pagerphone, main.address1, main.address2, main.city, main.state, main.zip, main.country, main.timezone, main.smimecertificate, main.creator, main.created, main.lastupdatedby, main.lastupdated -> Nested Loop (cost=1.12..33.53 rows=1 width=329) Join Filter: (main.id = principals_1.id) -> Nested Loop (cost=0.84..33.18 rows=1 width=337) Join Filter: (main.id = cachedgroupmembers_2.memberid) -> Nested Loop (cost=0.56..29.94 rows=9 width=333) -> Nested Loop (cost=0.28..13.74 rows=51 width=4) -> Seq Scan on acl acl_3 (cost=0.00..5.40 rows=1 width=4) Filter: (((principaltype)::text = 'Group'::text) AND ((rightname)::text = 'OwnTicket'::text) AND ((((objecttype)::text = 'RT::Queue'::text) AND (objectid = 56)) OR (((objecttype)::text = 'RT::System'::text) AND (objectid = 1)))) -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_4 (cost=0.28..8.32 rows=2 width=8) Index Cond: ((groupid = acl_3.principalid) AND (disabled = 0)) -> Index Scan using users_pkey on users main (cost=0.28..0.31 rows=1 width=329) Index Cond: (id = cachedgroupmembers_4.memberid) -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.28..0.35 rows=1 width=4) Index Cond: ((groupid = 4) AND (memberid = cachedgroupmembers_4.memberid) AND (disabled = 0)) -> Index Scan using principals_pkey on principals principals_1 (cost=0.28..0.34 rows=1 width=4) Index Cond: (id = cachedgroupmembers_4.memberid) Filter: ((id <> 1) AND (disabled = 0) AND ((principaltype)::text = 'User'::text)) On Wed, Sep 28, 2016 at 2:42 PM, Joel Bergmark wrote: > Hi! > > This is the output from explain: > > postgres=# EXPLAIN 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 = 56) 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; > ERROR: relation "users" does not exist > LINE 1: EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN AC... > > I have looked for more queries that takes time and its always this query > that generates the slow behavior, but seemingly the query itself seems fine > "users" exists in db, but then again obviously postgres has issues with > something here. > > Any thoughts? > > Regards, Joel > > -----Ursprungligt meddelande----- > Fr?n: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] F?r > Nilesh > Skickat: den 27 september 2016 17:36 > Till: rt-users at lists.bestpractical.com > ?mne: Re: [rt-users] Postgresql 4.4.1 slow queries? > > On Tue, 2016-09-27 at 07:52 +0000, Joel Bergmark wrote: > > Hi, > > > > After upgrading to version 4.4.1 i have noticed that the SQL-queries > > takes significant longer time to produce a result, on average on my > > system, running Ubuntu 14.04 LTS, Postgres 9.3, Apache with perlmod. 8 > > gigram and plenty of CPU in a vmware cluster on SSD:s (likely not a > > hardware issue). We did not experience RT to have been this slow on > 4.4.0. > > > > Each query takes about 350ms to give a result, occasionally up to > > 4000ms have been seen, not a big problem but somethings that needs to be > fixed. > > > > Postgres have access to shared buffers = 2048 and effective_cache_size > > = 4096MB that was modified yesterday but queries still are same speed. > > > > I have read plenty on postgres optimizing but not much seem to make a > > difference, and the > > https://rt-wiki.bestpractical.com/wiki/PerformanceTuning > > seems a bit out of date. > > > > Example of problem: > > > > 192.168.2.65 - - [27/Sep/2016:09:06:49 +0200] "GET > > /Search/Build.html?NewQuery=1 HTTP/1.1" 200 12072 Mozilla/5.0 (Windows > > NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) > > Chrome/53.0.2785.101 Safari/537.36" > > > > 09:06:52 CEST LOG: duration: 3362.432 ms execute dbdpg_p2242_1745: > > SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN > > Principals > > Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers > > CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = > > Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( > > CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE > > ((ACL_3.ObjectType = > > 'RT::Queue') OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId > > = 1)) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND > > (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR > > ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = > > '0') AND (CachedGroupMembers_2.GroupId = '4') AND > > (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = > > '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != > > '1') ORDER BY main.Name ASC > > > > I?m looking for any suggestions about this, and I?m not an expert on > > postgresql, but guess that this could have something to do with RT:s > > ?($UseSQLForACLChecks, 1);? or modperl via Apache or simply some index > > in postgres? > > > > Appreciate any feedback :-) > > > > Regards, Joel > > > > --------- > > RT 4.4 and RTIR training sessions, and a new workshop day! > > https://bestpractic al.com/training > > * Boston - October 24-26 > > * Los Angeles - Q1 2017 > > What do you get if you run EXPLAIN over that query directly in psql CLI? > > -- > Nilesh > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Sep 28 09:31:30 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 28 Sep 2016 15:31:30 +0200 Subject: [rt-users] Postgresql 4.4.1 slow queries? In-Reply-To: References: <1474990531.16234.1.camel@nileshgr.com> Message-ID: Le 28/09/2016 ? 11:12, Joel Bergmark a ?crit : > Hi! > > This is the output from explain: > > postgres=# EXPLAIN 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 = 56) 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; > ERROR: relation "users" does not exist > LINE 1: EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN AC... > seems you are not connected to the right database as the table Users is not found ;) From ktm at rice.edu Wed Sep 28 10:31:59 2016 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 28 Sep 2016 09:31:59 -0500 Subject: [rt-users] Pushing Tickets in queue the "pusher" is not a member of? In-Reply-To: References: Message-ID: <20160928143159.GA30144@aart.rice.edu> On Mon, Sep 26, 2016 at 06:02:53PM +0200, Patrick G. Stoesser wrote: > Hello there, > > I'm using RT 4.2.8. I'm having several queues for several departments. > > Now, tickets have to be pushed into other queues where then the > according department works on them. But the "pusher" should not be a > member of the queue, and he should not even see the queue. > > Now I'm not getting anywhere with this. How do I systematically > enable users to push tickets in queues in which they are no members, > and which they don't need to see? > > Thanks for any advice. > > Regards, Patrick Hi Patrick, We have given the groups that should only be able to 'push' at ticket to a queue only the SeeQueue and CreateTicket rights. They can see the name of the queue(s) in that assignment dropdown but not the tickets in the queue. Regards, Ken From rt-list at himt.de Wed Sep 28 10:40:24 2016 From: rt-list at himt.de (Patrick G. Stoesser) Date: Wed, 28 Sep 2016 16:40:24 +0200 Subject: [rt-users] Pushing Tickets in queue the "pusher" is not a member of? In-Reply-To: <20160928143159.GA30144@aart.rice.edu> References: <20160928143159.GA30144@aart.rice.edu> Message-ID: <1985e7ea-8af5-57c4-c276-cbaae93f88f8@himt.de> Am 28.09.2016 um 16:31 schrieb Kenneth Marshall: [...] > > Hi Patrick, > > We have given the groups that should only be able to 'push' at ticket > to a queue only the SeeQueue and CreateTicket rights. They can see the > name of the queue(s) in that assignment dropdown but not the tickets > in the queue. > > Regards, > Ken > That should do it! Thank you! Regards, pgs From joel.bergmark at t3.se Wed Sep 28 10:41:50 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Wed, 28 Sep 2016 14:41:50 +0000 Subject: [rt-users] O365/Fetchmail In-Reply-To: References: Message-ID: Found the solution to this after some head scratching, StartTLS is required towards o365, contrary to the information we got before migrating. poll outlook.office365.com protocol IMAP user "email.forauthorization at yourdomain.now/Sharedmailboxname" pass "password" ssl mda "/usr/bin/rt-mailgate --queue Youqueue --action correspond --url http://rt.domain" keep Above works for me! [Beskrivning: T3] JOEL BERGMARK Thirdline support joel.bergmark at t3.se | www.t3.se [Beskrivning: T3] Fr?n: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] F?r Joel Bergmark Skickat: den 26 september 2016 15:29 Till: rt-users at lists.bestpractical.com ?mne: [rt-users] O365/Fetchmail Hi all Have searched tons about Fetchmail/o365 but to no avail, we are migrating to Office 365 but still have the exchange on-premise for RT to work. Just want to get out the question, has anyone here managed to IMAP a Shared Mailbox in O365 into RT? Also read this but no solution: https://quornicus.wordpress.com/2016/01/08/fetchmail-office-365-configuration-rt/ poll serverdomainname.here protocol IMAP auth password** user "local.domain\\user-credentials\\shared-mailboxname" pass "secretpassword" mda "/usr/bin/rt-mailgate --queue Testqueue --action correspond --url http://rt.domainname" keep Error: Authorization failure. I have also tried to use SSL but fetchmail debug gives same error, even when trying to imap the users mailbox. We have a consultant doing this migration for us to O365, but not even them have managed to come around this issue. In my fetchmailconf file I have 15 working boxes that I'm polling, but only o365 is not working. fetchmail: outlook.office365.com key fingerprint: 3A:A4:58:42:56:CD:BD:11:19:5B:CF:1E:85:16:8E:4D fetchmail: outlook.office365.com fingerprints match. fetchmail: IMAP< * OK The Microsoft Exchange IMAP4 service is ready. [SABFADEAUABSADAANgBDAEEAMAAwADcANgAuAGUAdQByAHAAcgBkADAANgAuAHAAcgBvAGQALgBvAHUAdABsAG8AbwBrAC4AYwBvAG0A] fetchmail: IMAP> A0001 CAPABILITY fetchmail: IMAP< * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN AUTH=XOAUTH2 SASL-IR UIDPLUS MOVE ID UNSELECT CHILDREN IDLE NAMESPACE LITERAL+ fetchmail: IMAP< A0001 OK CAPABILITY completed. fetchmail: Protocol identified as IMAP4 rev 1 fetchmail: GSSAPI error gss_inquire_cred: Unspecified GSS failure. Minor code may provide more information fetchmail: GSSAPI error gss_inquire_cred: No Kerberos credentials available fetchmail: No suitable GSSAPI credentials found. Skipping GSSAPI authentication. fetchmail: If you want to use GSSAPI, you need credentials first, possibly from kinit. fetchmail: IMAP> A0002 LOGIN "local.domain\\user-credential" * fetchmail: IMAP< A0002 NO LOGIN failed. fetchmail: Authorization failure on local.domain\user-credential at outlook-emeawest.office365.com fetchmail: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 fetchmail: IMAP> A0003 LOGOUT fetchmail: IMAP< * BYE Microsoft Exchange Server 2016 IMAP4 server signing off. fetchmail: IMAP< A0003 OK LOGOUT completed. fetchmail: 6.3.26 querying outlook.office365.com (protocol IMAP) at Mon 26 Sep 2016 03:13:44 PM CEST: poll completed Merged UID list from outlook.office365.com: Thankful of any input on this, will post solution when found. -------------- 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 ahall at autodist.com Wed Sep 28 10:45:19 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 28 Sep 2016 10:45:19 -0400 Subject: [rt-users] Fine-tuning user rights for queue access Message-ID: Hi all, I'm getting more comfortable with global versus group rights, and system groups versus created groups. However, there's an odd thing happening with some of the users we're adding to RT that I can't track down. Some users, ones I created weeks ago during alpha testing, can only view the queue to which their group is assigned. The problem there is that they should be able to open tickets in other queues, though not view tickets in other queues. The other thing is that new users have access to *all* queues, despite their group being set up in what I believe to be the same way. I want them, too, to be able to open a ticket anywhere but view tickets only for their queue. I've revoked the global right to "view queue" for everyone, privileged, and unprivileged. I've granted that same right for the groups. I've also checked, and the users in question are in the right groups and no more. Again: my goal is to let all users, except admins, open a ticket in any queue but only view/manage tickets in their own queue. Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From joel.bergmark at t3.se Wed Sep 28 10:57:30 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Wed, 28 Sep 2016 14:57:30 +0000 Subject: [rt-users] Postgresql 4.4.1 slow queries? In-Reply-To: References: Message-ID: Hahaha, i used mysql syntax first "use rt4;" of course that messed it up :) Below is the output of EXPLAIN ANALYSE, but I need some help to interpret the relevant information in this :) QUERY PLAN --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Unique (cost=311.85..311.93 rows=1 width=411) (actual time=371.738..371.809 rows=49 loops=1) -> Sort (cost=311.85..311.86 rows=1 width=411) (actual time=371.736..371.739 rows=94 loops=1) Sort Key: main.name, main.id, main.password, main.authtoken, main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, main.organization, main.realname, main.nickname, main.lang, main.gecos, main.homephone, main.workphone, main.mobilephone, main.pagerphone, main.address1, main.address2, main.city, main.state, main.zip, main.country, main.timezone, main.smimecertificate, main.creator, main.created, main.lastupdatedby, main.lastupdated Sort Method: quicksort Memory: 59kB -> Nested Loop (cost=1.82..311.84 rows=1 width=411) (actual time=0.321..370.336 rows=94 loops=1) -> Nested Loop (cost=1.55..309.32 rows=2 width=415) (actual time=0.076..22.220 rows=21011 loops=1) Join Filter: (principals_1.id = cachedgroupmembers_4.memberid) -> Nested Loop (cost=1.12..306.10 rows=1 width=419) (actual time=0.067..0.937 rows=57 loops=1) -> Nested Loop (cost=0.70..299.02 rows=4 width=415) (actual time=0.060..0.554 rows=57 loops=1) -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.42..80.08 rows=35 width=4) (actual time=0.052..0.122 rows=58 loops=1) Index Cond: ((groupid = 4) AND (disabled = 0)) Heap Fetches: 57 -> Index Scan using users_pkey on users main (cost=0.28..6.25 rows=1 width=411) (actual time=0.005..0.006 rows=1 loops=58) Index Cond: (id = cachedgroupmembers_2.memberid) -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..1.76 rows=1 width=4) (actual time=0.005..0.006 rows=1 loops=57) Index Cond: (id = main.id) Filter: ((id <> 1) AND (disabled = 0) AND ((principaltype)::text = 'User'::text)) -> Index Scan using cachedgroupmembers3 on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..3.15 rows=6 width=8) (actual time=0.006..0.291 rows=369 loops=57) Index Cond: (memberid = main.id) Filter: (disabled = 0) Rows Removed by Filter: 0 -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..1.25 rows=1 width=4) (actual time=0.016..0.016 rows=0 loops=21011) Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text) AND (principalid = cachedgroupmembers_4.groupid)) Filter: ((((objecttype)::text = 'RT::Queue'::text) AND (objectid = 56)) OR (((objecttype)::text = 'RT::System'::text) AND (objectid = 1))) Rows Removed by Filter: 0 Heap Fetches: 1615 Total runtime: 371.982 ms (27 rows) Regards, Joel Fr?n: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] F?r Joel Bergmark Skickat: den 27 september 2016 09:53 Till: rt-users at lists.bestpractical.com ?mne: [rt-users] Postgresql 4.4.1 slow queries? Hi, After upgrading to version 4.4.1 i have noticed that the SQL-queries takes significant longer time to produce a result, on average on my system, running Ubuntu 14.04 LTS, Postgres 9.3, Apache with perlmod. 8 gigram and plenty of CPU in a vmware cluster on SSD:s (likely not a hardware issue). We did not experience RT to have been this slow on 4.4.0. Each query takes about 350ms to give a result, occasionally up to 4000ms have been seen, not a big problem but somethings that needs to be fixed. Postgres have access to shared buffers = 2048 and effective_cache_size = 4096MB that was modified yesterday but queries still are same speed. I have read plenty on postgres optimizing but not much seem to make a difference, and the https://rt-wiki.bestpractical.com/wiki/PerformanceTuning seems a bit out of date. Example of problem: 192.168.2.65 - - [27/Sep/2016:09:06:49 +0200] "GET /Search/Build.html?NewQuery=1 HTTP/1.1" 200 12072 Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.101 Safari/537.36" 09:06:52 CEST LOG: duration: 3362.432 ms execute dbdpg_p2242_1745: SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Queue') OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1)) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY main.Name ASC I'm looking for any suggestions about this, and I'm not an expert on postgresql, but guess that this could have something to do with RT:s "($UseSQLForACLChecks, 1);" or modperl via Apache or simply some index in postgres? Appreciate any feedback :-) Regards, Joel -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Wed Sep 28 15:36:38 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 28 Sep 2016 15:36:38 -0400 Subject: [rt-users] Fine-tuning user rights for queue access In-Reply-To: References: Message-ID: I got the problem of all users viewing all queues sorted. However, even if I grant "create tickets" on a given queue to either everyone or privileged, no one is able to select anything but their own queue when creating tickets. Do I have to let users see a queue in order to open a ticket in it? I hope not, but I'm starting to think that's the only way. On Wed, Sep 28, 2016 at 10:45 AM, Alex Hall wrote: > Hi all, > I'm getting more comfortable with global versus group rights, and system > groups versus created groups. However, there's an odd thing happening with > some of the users we're adding to RT that I can't track down. > > Some users, ones I created weeks ago during alpha testing, can only view > the queue to which their group is assigned. The problem there is that they > should be able to open tickets in other queues, though not view tickets in > other queues. > > The other thing is that new users have access to *all* queues, despite > their group being set up in what I believe to be the same way. I want them, > too, to be able to open a ticket anywhere but view tickets only for their > queue. > > I've revoked the global right to "view queue" for everyone, privileged, > and unprivileged. I've granted that same right for the groups. I've also > checked, and the users in question are in the right groups and no more. > > Again: my goal is to let all users, except admins, open a ticket in any > queue but only view/manage tickets in their own queue. Thanks. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Sep 28 15:38:59 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 28 Sep 2016 14:38:59 -0500 Subject: [rt-users] Fine-tuning user rights for queue access In-Reply-To: References: Message-ID: On Wed, Sep 28, 2016 at 2:36 PM, Alex Hall wrote: > I got the problem of all users viewing all queues sorted. However, even if I > grant "create tickets" on a given queue to either everyone or privileged, no > one is able to select anything but their own queue when creating tickets. Do > I have to let users see a queue in order to open a ticket in it? I believe the user needs SeeQueue to create tickets in a queue. -m From ahall at autodist.com Wed Sep 28 16:16:33 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 28 Sep 2016 16:16:33 -0400 Subject: [rt-users] Fine-tuning user rights for queue access In-Reply-To: References: Message-ID: Yes, that did it. I thought "view queue" would also let everyone, well, view it, but it seems to have made it appear in the dropdown for ticket creation only. Confusing wording, but it works. :) I think that'll do it for rights, until my boss asks for something else that trips me up. On Wed, Sep 28, 2016 at 3:38 PM, Matt Zagrabelny wrote: > On Wed, Sep 28, 2016 at 2:36 PM, Alex Hall wrote: > > I got the problem of all users viewing all queues sorted. However, even > if I > > grant "create tickets" on a given queue to either everyone or > privileged, no > > one is able to select anything but their own queue when creating > tickets. Do > > I have to let users see a queue in order to open a ticket in it? > > I believe the user needs SeeQueue to create tickets in a queue. > > -m > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Wed Sep 28 16:55:03 2016 From: ahall at autodist.com (Alex Hall) Date: Wed, 28 Sep 2016 16:55:03 -0400 Subject: [rt-users] Simplifying update history view for tickets? Message-ID: Hello all, The last major complaint, at least for now, that users are giving me is regarding the ticket view. They want to know if I can modify it in a few ways. First, no one wants to see this email-like text, and would much rather it simply be a list of who said what and when. Instead of offering to show quoted text, showing things like "text/HTML 41B", offering download links with and without headers, and all that, they just want a simple list. Basically, it should look more like a forum conversation than an archived email conversation. This extends to the reply text field; why does it include the original text? Other admins, who are training the rest of the company, have told users to be sure to delete the original text when replying in an attempt to cut down on some of the clutter. In my mind, such a rule should be unnecessary. There should be a way to get rid of the unused links, and to not have so many email-like "features" crowding the ticket information page. So much about RT can be so customized, that I have to think doing this is possible. On a similar topic, I asked a while back about emailed replies, and how they always include signatures from the sender, quoted text, and sometimes all the text, not realizing some should be quoted. Is there a way to have RT add the content of an email to a ticket, but stop at a special cut-off line? On the line "--reply above this line", for instance, RT should simply discard the rest of the email and include only the text above that line as the reply text. Finally, is there a way to sort the order of the ticket view's major sections? For instance, to put Quick Links and Dates below History? Most of our users will want to view the history first, and/or want easy access to the Reply button, but as it stands now, all of that is at the very bottom of the page. Thanks in advance, as always, for your patience and ideas. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From MDroemer at gmx.de Thu Sep 29 05:38:22 2016 From: MDroemer at gmx.de (MDroemer at gmx.de) Date: Thu, 29 Sep 2016 11:38:22 +0200 Subject: [rt-users] =?utf-8?q?Fw=3A_Aw=3A_Re=3A__REST_API=3B_the_plus-char?= =?utf-8?q?acter_=28+=29_will_be_not_processed=3B=09plain_email?= References: , , Message-ID: Dear RT-users, the following solution has been implemented: ... $http({ url: 'http:///REST/1.0/ticket/new', method: "POST", headers: {'Content-Type': 'application/x-www-form-urlencoded; charset=utf-8'}, params: { user: $scope.user, pass: $scope.pass }, data: 'content='+$httpParamSerializerJQLike(content)+'\n'+'Queue: '+rtQueue }) ...? The content needs to be processed by AngularJS service $httpParamSerializerJQLike. Now, it is working. All special chaectors are URI-encoded. Thank you very much for your help. Rg Michael ? Gesendet:?Samstag, 24. September 2016 um 11:19 Uhr Von:?MDroemer at gmx.de An:?rt-users at lists.bestpractical.com Betreff:?Aw: Re: [rt-users] REST API; the plus-character (+) will be not processed; plain email Dear RT-users, thanks for your quick response. We are using JavaScript API AngularJS and REST API to create new tickets. There is a similar function in AngularJS, see follow: encodeURIComponent(content); Unfortunately it doesn't work, also. Using firebug the content seems fine. That means, the submitted data stream over the network is fine. How can i check in RT the incomming data stream from the client of the REST-API? What we are wondering, other special characters are visbile, for example '?', in a created ticket. Thank you very much. Rg Michael ? ? Gesendet:?Dienstag, 20. September 2016 um 19:08 Uhr Von:?"Landon Stewart" An:?"MDroemer at gmx.de" Cc:?"rt-users at lists.bestpractical.com" Betreff:?Re: [rt-users] REST API; the plus-character (+) will be not processed; plain email On Sep 20, 2016, at 9:41 AM, MDroemer at gmx.de wrote: ? Dear Request Tracker users, while we working with special characters, we noticed that the plus-character will be not processed by the REST-API, when a new ticket is created. All other special characters will be processed. Here a simple content: content= id: ticket/new Subject: Test '\+' Queue: General ? You should urlencode that text: ? $ perl -e 'use URL::Encode qw/url_encode_utf8/; print url_encode_utf8("Test +");' Test+%2B ? The + here is the space, the %2B is the plus sign from the string. ? -- Landon Stewart Lead Analyst - Abuse and?Security Management INTERNAP?? ??lstewart at internap.com[lstewart at internap.com] ??www.internap.com[http://www.internap.com][http://www.internap.com[http://www.internap.com]] From elifree at free.fr Thu Sep 29 10:34:10 2016 From: elifree at free.fr (elifree at free.fr) Date: Thu, 29 Sep 2016 16:34:10 +0200 (CEST) Subject: [rt-users] DB schema diagrams In-Reply-To: <261891146.1024320921.1475157565472.JavaMail.root@zimbra61-e11.priv.proxad.net> Message-ID: <1766586257.1024529768.1475159650393.JavaMail.root@zimbra61-e11.priv.proxad.net> Hello, I'm looking for the schema diagrams for RT 4.2.12, but on the wiki (https://rt-wiki.bestpractical.com/wiki/Schema) there are no links for the following files : - Rt schema.svg - Rt4-schema-relationships.svg and I can't find them on our RT. I only find a schema.dot file in the docs directory of RT, but have no tool to open it. Could it be possible to get a pdf of these 2 files ? Thanks a lot, Regards, Elisabeth -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Sep 29 10:37:22 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 29 Sep 2016 09:37:22 -0500 Subject: [rt-users] DB schema diagrams In-Reply-To: <1766586257.1024529768.1475159650393.JavaMail.root@zimbra61-e11.priv.proxad.net> References: <261891146.1024320921.1475157565472.JavaMail.root@zimbra61-e11.priv.proxad.net> <1766586257.1024529768.1475159650393.JavaMail.root@zimbra61-e11.priv.proxad.net> Message-ID: On Thu, Sep 29, 2016 at 9:34 AM, wrote: > Hello, > > I'm looking for the schema diagrams for RT 4.2.12, but on the wiki > (https://rt-wiki.bestpractical.com/wiki/Schema) there are no links for the > following files : > - Rt schema.svg > - Rt4-schema-relationships.svg > and I can't find them on our RT. I only find a schema.dot file in the docs > directory of RT, but have no tool to open it. dot can be converted to other forms: dot -Tpng input.dot > output.png -m From doon.bulk at inoc.net Thu Sep 29 14:14:00 2016 From: doon.bulk at inoc.net (Patrick Muldoon) Date: Thu, 29 Sep 2016 14:14:00 -0400 Subject: [rt-users] DB schema diagrams In-Reply-To: References: <261891146.1024320921.1475157565472.JavaMail.root@zimbra61-e11.priv.proxad.net> <1766586257.1024529768.1475159650393.JavaMail.root@zimbra61-e11.priv.proxad.net> Message-ID: <26D298F9-A923-41FC-B772-158A7C989743@inoc.net> > On Sep 29, 2016, at 10:37 AM, Matt Zagrabelny wrote: > > On Thu, Sep 29, 2016 at 9:34 AM, wrote: >> Hello, >> >> I'm looking for the schema diagrams for RT 4.2.12, but on the wiki >> (https://rt-wiki.bestpractical.com/wiki/Schema) there are no links for the >> following files : >> - Rt schema.svg >> - Rt4-schema-relationships.svg >> and I can't find them on our RT. I only find a schema.dot file in the docs >> directory of RT, but have no tool to open it. > > dot can be converted to other forms: > > dot -Tpng input.dot > output.png > Which is part of Graphviz http://www.graphviz.org -Patrick -- Patrick Muldoon Network/Software Engineer INOC (http://www.inoc.net) 'But I don't like Spam!!!! ' - Monty Python From ahall at autodist.com Thu Sep 29 15:45:43 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 29 Sep 2016 15:45:43 -0400 Subject: [rt-users] Showing tickets for which the user is a CC on the homepage? Message-ID: Hi all, Is there any way to get a homepage module to show tickets for whom the current user is a CC watcher? That is, if Alice CCs Bob on a ticket, Bob should be able to see it on his homepage whenever he logs in. He can view the ticket if he goes looking for it, but like unowned or owned by user tickets, the tickets Bob is CCed on should be right on his homepage. I ran across something about custom portlets, but that was for 3.x. Do I need to do that, or is this doable some other way? An easier way? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Thu Sep 29 16:48:37 2016 From: ahall at autodist.com (Alex Hall) Date: Thu, 29 Sep 2016 16:48:37 -0400 Subject: [rt-users] Showing tickets for which the user is a CC on the homepage? In-Reply-To: References: Message-ID: To be clear, I did try the saved search route. However, I don't know if users can add saved searches so they load right on the homepage without the user first needing to click the right saved search. I've tried to investigate this, but the dashboard builder isn't very accessible, or I have no clue how to make sense of it. The bigger problem is that the query I tried doesn't seem to work. My query is: (requester = '__CurrentUser__' OR CC = '__CurrentUser__') AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) This returns one ticket, which is nothing to do with me at all. I hoped to make this saved search, somehow make it global, then somehow enable it for all users' homepages, but I'm not even past the "getting the search to work" stage. As RT shows owned and new tickets on its own, I'm hoping there's a way to get this search to work in a similar manner, once it finds what I want. On Thu, Sep 29, 2016 at 3:45 PM, Alex Hall wrote: > Hi all, > Is there any way to get a homepage module to show tickets for whom the > current user is a CC watcher? That is, if Alice CCs Bob on a ticket, Bob > should be able to see it on his homepage whenever he logs in. He can view > the ticket if he goes looking for it, but like unowned or owned by user > tickets, the tickets Bob is CCed on should be right on his homepage. I ran > across something about custom portlets, but that was for 3.x. Do I need to > do that, or is this doable some other way? An easier way? Thanks. > > -- > Alex Hall > Automatic Distributors, IT department > ahall at autodist.com > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Fri Sep 30 10:21:43 2016 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 30 Sep 2016 14:21:43 +0000 Subject: [rt-users] HTML formatting of tables? Message-ID: Hi list, we have activated the HTML feature (as in https://bestpractical.com/blog/2013/09/whats-new-in-42-html-email) but if we receive a formatted table this doesn't show properly: [cid:f02262fc-8232-4766-b949-8968612a7e97] If I forward this same ticket outside of RT, however, it is displayed properly in the mail client. Am I missing something? Thanks, Giuseppe -- Giuseppe Sollazzo Senior System Analyst JISC's 50 most influential Higher Education professionals on social media Member of the Technical Standards Board (Cabinet Office) IT Services Information Services St George's, University of London Cranmer Terrace London SW17 0RE gsollazz at sgul.ac.uk +44 20 8725 5160 @sgulit St George's, University of London is proud to be a Stonewall Diversity Champion: 'people perform better when they can be themselves'. [http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: table.jpg Type: image/jpeg Size: 6817 bytes Desc: table.jpg URL: From gsollazz at sgul.ac.uk Fri Sep 30 10:23:12 2016 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 30 Sep 2016 14:23:12 +0000 Subject: [rt-users] HTML formatting of tables? In-Reply-To: References: Message-ID: Erm, of course that switch is just for templates, i.e. for outgoing e-mails. I must be sleeping... Sorry! :) -- Giuseppe Sollazzo Senior System Analyst JISC's 50 most influential Higher Education professionals on social media Member of the Technical Standards Board (Cabinet Office) IT Services Information Services St George's, University of London Cranmer Terrace London SW17 0RE gsollazz at sgul.ac.uk +44 20 8725 5160 @sgulit St George?s, University of London is proud to be a Stonewall Diversity Champion: ?people perform better when they can be themselves?. ________________________________ From: Giuseppe Sollazzo Sent: 30 September 2016 15:21:43 To: rt-users at lists.bestpractical.com Subject: HTML formatting of tables? Hi list, we have activated the HTML feature (as in https://bestpractical.com/blog/2013/09/whats-new-in-42-html-email) but if we receive a formatted table this doesn't show properly: [cid:f02262fc-8232-4766-b949-8968612a7e97] If I forward this same ticket outside of RT, however, it is displayed properly in the mail client. Am I missing something? Thanks, Giuseppe -- Giuseppe Sollazzo Senior System Analyst JISC's 50 most influential Higher Education professionals on social media Member of the Technical Standards Board (Cabinet Office) IT Services Information Services St George's, University of London Cranmer Terrace London SW17 0RE gsollazz at sgul.ac.uk +44 20 8725 5160 @sgulit St George?s, University of London is proud to be a Stonewall Diversity Champion: ?people perform better when they can be themselves?. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: table.jpg Type: image/jpeg Size: 6817 bytes Desc: table.jpg URL: From martin at uanet.se Fri Sep 30 12:13:56 2016 From: martin at uanet.se (Martin Petersson) Date: Fri, 30 Sep 2016 16:13:56 +0000 Subject: [rt-users] Close tickets with email Message-ID: <2111E8DB-CAB6-411B-B636-34A3430605F7@uanet.se> Hello all I've heard that I can close a ticket by sending an email, how do I do that? Best regards Martin Skickat fr?n min ? iPhone