From wash at wananchi.biz Thu Aug 1 02:48:28 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sun Apr 11 16:10:34 2004 Subject: [rt-users] EffectiveId In-Reply-To: References: Message-ID: <20020801064828.GC94834@ns2.wananchi.com> * Walter Marchuk [20020801 03:15]: wrote: > I keep getting the following error, would someone please tell me what it > means. > > Thanks, > Walter. > > ----- The following addresses had permanent fatal errors ----- > |"/home/rt2/bin/rt-mailgate --queue helpdesk --action correspond" ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ I would expect the pipe (|) to be inside the quotes. On Exim I can do without the quotes. So what does "|/home/rt2/bin/rt-mailgate --queue helpdesk --action correspond" give you?? That's my 1st suspicion. There could be more problems cheers - wash ----------------------------------+----------------------------------------- Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI ----------------------------------+----------------------------------------- "Oh My God! They killed init! You Bastards!" --from a /. post ++ ``That Ariel Sharon. Boy, he sure is controversial. Most Western countries would have to have a military coup before they enjoyed a leader of that caliber.'' (Sydney Webb) From hwagener at hamburg.fcb.com Thu Aug 1 10:51:19 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Sun Apr 11 16:10:34 2004 Subject: [rt-users] Allowing requestor login to RT References: <20020731173606.GB9365@ns2.wananchi.com> Message-ID: <3D494AE7.7080405@hamburg.fcb.com> Odhiambo Washington wrote: > Hi, > > This may have been discussed before. I guess I have seen some posts almost > touching on it, but I'd appreciate more advise on this issue. > > We run rt-2.0.14 (just upgraded). We have our staff members interacting > directly with rt because they have accounts and I have given them the access. > > We are planning on letting non-staff members (say our clients) access RT for > the purpose of following up on their requests, just in case there is a delay. > > Is there anyone doing something like this? > > If so, > > 1. How did you implement it, given there are so many different requestors? There is the SelfService part of WebRT. It allows users to view their active and resolved tickets and create tickets. There is no way for them to change other parts of the tickekts IIRC. RT accounts created on email submission have no password set by default - either hack that Yourself or switch to external authentication (LDAP works like a charm for us). > 2. What level of access did you give them? The pseudogroup 'everyone' has the rights 'CreateTicket' and 'SeeQueue'. The pseudogroup 'requestor' has the rights 'ReplyToTicket', 'ShowTicket', and 'SeeQueue' (the last one is possibly redundant). Regards, Harald > Thanking you in advance. > > > cheers > - wash -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From marchuk at ee.washington.edu Thu Aug 1 11:34:53 2002 From: marchuk at ee.washington.edu (Walter Marchuk) Date: Sun Apr 11 16:10:34 2004 Subject: [rt-users] EffectiveId In-Reply-To: <20020801064828.GC94834@ns2.wananchi.com> Message-ID: I dont think it was the pipe(using sendmail) because that setup worked with RT 2.0.2. Walter. On Thu, 1 Aug 2002, Odhiambo Washington wrote: > * Walter Marchuk [20020801 03:15]: wrote: > > I keep getting the following error, would someone please tell me what it > > means. > > > > Thanks, > > Walter. > > > > ----- The following addresses had permanent fatal errors ----- > > |"/home/rt2/bin/rt-mailgate --queue helpdesk --action correspond" > ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ > > > I would expect the pipe (|) to be inside the quotes. On Exim I can do without the > quotes. So what does > > "|/home/rt2/bin/rt-mailgate --queue helpdesk --action correspond" > > give you?? > > > That's my 1st suspicion. There could be more problems > > > cheers > - wash > ----------------------------------+----------------------------------------- > Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) > http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., > GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI > ----------------------------------+----------------------------------------- > "Oh My God! They killed init! You Bastards!" > --from a /. post > > ++ > ``That Ariel Sharon. Boy, he sure is controversial. > Most Western countries would have to have a military coup > before they enjoyed a leader of that caliber.'' (Sydney Webb) > ******************************************************************************* Walter Marchuk Senior Computer Specialist marchuk@ee.washington.edu University of Washington http://darkstar.ee.washington.edu Electrical Engineering PGP Key: http://darkstar.ee.washington.edu/pgp.txt 5DC5 2DF3 DC38 6DBD FCD2 4CFF 2A28 0679 5980 FB31 ICQ: 125310148 ******************************************************************************* From marchuk at ee.washington.edu Thu Aug 1 13:10:36 2002 From: marchuk at ee.washington.edu (Walter Marchuk) Date: Sun Apr 11 16:10:34 2004 Subject: [rt-users] EffectiveId Message-ID: What does this mean? Create couldn't set EffectiveId: No value sent to _Set! ******************************************************************************* Walter Marchuk Senior Computer Specialist marchuk@ee.washington.edu University of Washington http://darkstar.ee.washington.edu Electrical Engineering PGP Key: http://darkstar.ee.washington.edu/pgp.txt 5DC5 2DF3 DC38 6DBD FCD2 4CFF 2A28 0679 5980 FB31 ICQ: 125310148 ******************************************************************************* From Taylor.Fenton at auroraelec.com Thu Aug 1 14:00:20 2002 From: Taylor.Fenton at auroraelec.com (Taylor Fenton) Date: Sun Apr 11 16:10:34 2004 Subject: [rt-users] Error trying to start up Apache Message-ID: I have finally got RT installed (fresh install) but when I try to start Apache I get an error message. I am a new linux user, so this is all still new to me. If someone has a suggestion on how to correct this problem please pass it this direction. Thanks in advance, Taylor [root@localhost init.d]# ./httpd start Starting httpd: [Thu Aug 1 17:22:22 2002] [error] Can't locate MD5.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux /usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm line 14. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm line 14. Compilation failed in require at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 21. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 21. Compilation failed in require at /opt/rt2/bin/webmux.pl line 85. BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 85. Compilation failed in require at (eval 5) line 1. Syntax error on line 1460 of /etc/httpd/conf/httpd.conf: Can't locate MD5.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux /usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm line 14. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm line 14. Compilation failed in require at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 21. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 21. Compilation failed in require at /opt/rt2/bin/webmux.pl line 85. BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 85. Compilation failed in require at (eval 5) line 1. [FAILED] -------------- next part -------------- An HTML attachment was scrubbed... URL: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020801/a744e006/attachment.html From bruce_campbell at ripe.net Thu Aug 1 14:28:44 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:34 2004 Subject: [rt-users] EffectiveId In-Reply-To: Message-ID: On Thu, 1 Aug 2002, Walter Marchuk wrote: > What does this mean? > Create couldn't set EffectiveId: No value sent to _Set! Firstly, I don't believe that you have stated which version of RT you are using, nor which version of (presumably) MySQL. Secondly, the error text comes from RT::Ticket->Create(), which seems to indicate that RT didn't get an id value back from SQL (ie, its a SQL problem, not immediately RT). I'd look through the query log on your SQL server to see what the insert command supplied was, and any other debug information supplied by your SQL server concerning this. > ******************************************************************************* > Walter Marchuk Senior Computer Specialist Might want to fix that line wrapping there. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From marchuk at ee.washington.edu Thu Aug 1 14:35:36 2002 From: marchuk at ee.washington.edu (Walter Marchuk) Date: Sun Apr 11 16:10:34 2004 Subject: [rt-users] EffectiveId In-Reply-To: Message-ID: I am upgrading from RT 2.0.4 to RT 2.0.14. I too believe it is an SQL issue, because if I install from scratch everything then works. The problem is that I need to retain the old data otherwise there is no upgrade. RT works except for new ticket creation. Looking through mysql logs here is what I see: mysql> INSERT INTO Tickets (Creator, Due, Status, LastUpdatedBy, Resolved, Type, TimeWorked, LastUpdated, Subject, FinalPriority, Queue, Created, TimeLeft, InitialPriority, Owner, Priority, Starts) VALUES ('5', '1970-01-01 00:00:00', 'new', '5', NULL, 'ticket', '', '2002-08-01 18:10:56', 'test', '0', '8', '2002-08-01 18:10:56', '', '0', '5', '0', '1970-01-01 00:00:00'); ERROR 1062: Duplicate entry '4485' for key 1 I only see one insert in the logs and then it quits..probably because of the error? I've ran insertdata 2.0.4 and it doesnt seem to do much. Thank You, Walter. On Thu, 1 Aug 2002, Bruce Campbell wrote: > On Thu, 1 Aug 2002, Walter Marchuk wrote: > > > What does this mean? > > Create couldn't set EffectiveId: No value sent to _Set! > > Firstly, I don't believe that you have stated which version of RT you are > using, nor which version of (presumably) MySQL. > > Secondly, the error text comes from RT::Ticket->Create(), which seems to > indicate that RT didn't get an id value back from SQL (ie, its a SQL > problem, not immediately RT). > > I'd look through the query log on your SQL server to see what the insert > command supplied was, and any other debug information supplied by your SQL > server concerning this. > > > ******************************************************************************* > > Walter Marchuk Senior Computer Specialist > > Might want to fix that line wrapping there. > > Regards, > > -- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations/Security > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From iypoon at mail.com Thu Aug 1 14:52:13 2002 From: iypoon at mail.com (Crazy Diamond) Date: Sun Apr 11 16:10:34 2004 Subject: [rt-users] Problems installing rt-tracker dependancies (and thanks Phil) Message-ID: <20020801185213.19228.qmail@mail.com> First, Thanks to Phil for the response. Yeah i did have a typo. Unfortunately, it looks like i was installing it on the wrong debian system (an older one), and now i'm installing it on the new stable version of debian (woody). Anyway, i have to go back one step now and i can't seem to get two perl modules installed properly: DBD::Pg and Apache::Cookie I tried installing them using the perl CPAN tool and it didn't work. I also tried downloading them and i get the following errors: For Apache::Cookie: (the package is called libapreq-0.31 which contains the Apache::Cookie module): lucky:/tmp/libapreq-0.31# perl Makefile.PL && make install Writing Makefile for libapreq Warning: -L../blib/arch/auto/libapreq changed to -L/tmp/libapreq-0.31/Request/../blib/arch/auto/libapreq Writing Makefile for Apache::Request Warning: -L../blib/arch/auto/libapreq changed to -L/tmp/libapreq-0.31/Cookie/../blib/arch/auto/libapreq Writing Makefile for Apache::Cookie Writing Makefile for libapreq make[1]: Entering directory `/tmp/libapreq-0.31/c' cc -c -I/usr/lib/perl5/auto/Apache/include -I/usr/lib/perl5/auto/Apache/include/modules/perl -DDEBIAN -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -O2 -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl/5.6.1/CORE apache_request.c In file included from apache_request.c:58: apache_request.h:5: httpd.h: No such file or directory apache_request.h:6: http_config.h: No such file or directory apache_request.h:7: http_core.h: No such file or directory apache_request.h:8: http_log.h: No such file or directory apache_request.h:9: http_main.h: No such file or directory apache_request.h:10: http_protocol.h: No such file or directory apache_request.h:11: util_script.h: No such file or directory make[1]: *** [apache_request.o] Error 1 make[1]: Leaving directory `/tmp/libapreq-0.31/c' make: *** [subdirs] Error 2 It appears i have some http files missing? This is the error messages i get with the DBD::Pg module (using Perl's MCPAN utility): Configuring Pg Remember to actually read the README file ! please set environment variables POSTGRES_INCLUDE and POSTGRES_LIB ! Running make test Make had some problems, maybe interrupted? Won't test Running make install Make had some problems, maybe interrupted? Won't install I think the problem is the POSTGRES_INCLUDE and POSTGRES_LIB thing. I don't know how to set environment variables though. Any help would be appreciated, thanks in advance. -- __________________________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 From tknab2 at washcoll.edu Thu Aug 1 15:11:58 2002 From: tknab2 at washcoll.edu (Theodore Knab) Date: Sun Apr 11 16:10:34 2004 Subject: [rt-users] debian mysql or postgresql docs Message-ID: <153180000.1028229118@sentry.washcoll.edu> I am having trouble installing request-tracker. Someone here recommended a Windows thing called Heat, but I would rather maintain RT. Now, I am setting up a demo. I am stuck on the SQL part. The only database I have ever setup is an Open LDAP database, which is different than sql. I have been reading through the RH 7.2 step by step guide, by Gary Leong, but I am using Debian Woody(stable). Is there any Debian specific documentation for both a sql and request-tracker newbie ? I want to learn more about mysql, so please don't recommend webadmin. Theodore Knab ------------------------- Washington College Chestertown, Maryland, USA [Linux] Systems Engineer x7419 From rick.rezinas at qsent.com Thu Aug 1 15:24:48 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] debian mysql or postgresql docs In-Reply-To: <153180000.1028229118@sentry.washcoll.edu> References: <153180000.1028229118@sentry.washcoll.edu> Message-ID: <20020801192448.GQ18256@yeti.qsent.com> debian has mysql client and server packages. The unstable, at least, has what appears to be an rt package. I haven't tried it. just fyi there. In what way are you stuck on the SQL part? I only needed to login to mySQL a little, and that was to track down the root username ;) The new riders mySQL book is good, I've never heard good things about the O'Reily one. rick On Thu, 01 Aug 2002, Theodore Knab wrote: > I am having trouble installing request-tracker. > > Someone here recommended a Windows thing called Heat, but I would rather > maintain RT. > > Now, I am setting up a demo. I am stuck on the SQL part. > > The only database I have ever setup is an Open LDAP database, which is > different than sql. > > I have been reading through the RH 7.2 step by step guide, by Gary Leong, > but I am using Debian Woody(stable). > > Is there any Debian specific documentation for both a sql and > request-tracker newbie ? > > I want to learn more about mysql, so please don't recommend webadmin. > > Theodore Knab > ------------------------- > Washington College > Chestertown, Maryland, USA > [Linux] Systems Engineer > x7419 > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From phil at streamexchange.com Thu Aug 1 15:36:38 2002 From: phil at streamexchange.com (Phil Dibowitz) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered Message-ID: <3D498DC6.6010801@streamexchange.com> When responding to a customer through RT, sometimes we need to attach things. But it seems that when we do, they don't get emailed. They DO show up in RT under the list of emails that have been sent back in forth - but when the email is delivered, it has no attachment. The attachements are about 1.5MB - so they should be fitting through MTAs. We're not getting bounces. I saw that bug # 554 has 'attachemtns' in the subject, but since I can't login I can't see the details of the bug. Is this a bug? Is it a configuration issue? Any help would be greatly appreciated. Phil Dibowitz -- Systems Administrator Stream Exchange http://www.streamexchange.com/ From seph at commerceflow.com Thu Aug 1 15:31:29 2002 From: seph at commerceflow.com (seph) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Problems installing rt-tracker dependencies (and thanks Phil) In-Reply-To: "Crazy Diamond"'s message of "Thu, 01 Aug 2002 13:52:13 -0500" References: <20020801185213.19228.qmail@mail.com> Message-ID: <6yk7nav0j2.fsf@seph.commerceflow.com> > Thanks to Phil for the response. Yeah i did have a typo. > Unfortunately, it looks like i was installing it on the wrong > debian system (an older one), and now i'm installing it on the new > stable version of debian (woody). Oh good, rt is much much easier to install onto woody (or more recent things) > Anyway, i have to go back one step now and i can't seem to get two > perl modules installed properly: DBD::Pg and Apache::Cookie that's probably cause you didn't install all the right debian packages. There's an article in rtfm (http://www.fsck.com/rtfm/article.html?id=52) that covers setting rt up on woody. it's easy, as everything you need is prepackaged. > I tried installing them using the perl CPAN tool and it didn't > work. I would never do this. I find CPAN and debian not to play very nicely together, CPAN has always just broken my debian perl. and really, with the dh-make-perl package why would you muck with cpan directly? seph From jesse at bestpractical.com Thu Aug 1 15:32:00 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] RT for debian woody, a preview Message-ID: <20020801193200.GR26978@pallas.fsck.com> I'm in the midst of a proper packaging of RT for debian 3.0. Because of issues with postgres on debian[1], the package is designed to work with mysql. As it stabilizes a bit, it should enter debian's 'sarge' release as "request-tracker". Right now, it depends on the relevant packages and sets up your database. you still need to set up the mail gateway and the web interface. You can download a copy of the test .deb from: http://bestpractical.com/~jesse/rt_2.0.14_test.deb Feedback is, of course, appreciated. [1] Making password authentication work requires changes to the postgres configuration -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu Aug 1 15:33:30 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Re: RT for debian woody, a preview In-Reply-To: <20020801193200.GR26978@pallas.fsck.com> References: <20020801193200.GR26978@pallas.fsck.com> Message-ID: <20020801193330.GS26978@pallas.fsck.com> I should, of course, mention that this is a completely unsupported test build which may toast your computer, though it works great here. Best, j On Thu, Aug 01, 2002 at 03:32:00PM -0400, Jesse Vincent wrote: > I'm in the midst of a proper packaging of RT for debian 3.0. > Because of issues with postgres on debian[1], the package is designed > to work with mysql. As it stabilizes a bit, it should enter debian's > 'sarge' release as "request-tracker". Right now, it depends on the > relevant packages and sets up your database. you still need to set up > the mail gateway and the web interface. You can download a copy > of the test .deb from: > > http://bestpractical.com/~jesse/rt_2.0.14_test.deb > > Feedback is, of course, appreciated. > > > > > [1] Making password authentication work requires changes to the postgres > configuration > > -- > ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From paul at aps.org Thu Aug 1 16:16:20 2002 From: paul at aps.org (Paul Dlug) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Mason error Message-ID: <3D499714.5830A9DF@aps.org> I'm getting the following error message in my error log when I attempt to access the URL I set RT2 up under: [error] The following parameters were passed in the call to HTML::Mason::Request::ApacheHandler->new() but were not listed in the validation options: ah args comp error_format interp error_mode apache_req I recently upgraded from 2.0.13 to 2.0.14 but I removed my old install completely. This is on a FreeBSD 4.6-STABLE host running Apache 1.3.26 with mod_perl 1.27 and HTML::Mason 1.12 Any help is appreciated. Thanks, Paul From rspier at pobox.com Thu Aug 1 18:00:36 2002 From: rspier at pobox.com (Robert Spier) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered In-Reply-To: <3D498DC6.6010801@streamexchange.com> References: <3D498DC6.6010801@streamexchange.com> Message-ID: <15689.44932.370619.963319@rls.cx> Phil Dibowitz writes: >When responding to a customer through RT, sometimes we need to attach >things. But it seems that when we do, they don't get emailed. They DO >show up in RT under the list of emails that have been sent back in >forth - but when the email is delivered, it has no attachment. RT does not pass attachments by default. There is an Action in http://www.fsck.com/pub/rt/contrib/2.0/ called NotifyWithAttachment that will let you pass them on. It may need some custom tweaking for your particular needs - I know I've modified it substantially for my needs. -R From bruce_campbell at ripe.net Thu Aug 1 18:02:45 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered In-Reply-To: <3D498DC6.6010801@streamexchange.com> Message-ID: On Thu, 1 Aug 2002, Phil Dibowitz wrote: > I saw that bug # 554 has 'attachemtns' in the subject, but since I can't login > I can't see the details of the bug. To log into fsck.com's RT instance, use a username and password of 'guest'. > Is this a bug? Is it a configuration issue? Any help would be greatly > appreciated. http://www.fsck.com/rtfm/factoid.html?id=211 ( Just created ;) ) The default Notify ScripActions that come supplied with RT do not have the ability to actually Attach anything in outgoing mails. text/plain works (to be Technical, text/plain is the type of RT::Attachment returned by RT::Transaction->Content() ). To overcome this, you can do three things. One is to use the NotifyWithAttachment contrib ScripAction. This is the reliable method. Another is to allow end-users to download attachments from RT itself, and provide links to the attachments from the RT Web Interface in the outgoing emails. ( this is an easy way out if you don't want to email attachments to users outside your site ) Finally, you could always generate the requisite MIME Attachment magic in the outgoing template, a non-trivial task. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Thu Aug 1 18:14:06 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] EffectiveId In-Reply-To: Message-ID: On Thu, 1 Aug 2002, Walter Marchuk wrote: > I am upgrading from RT 2.0.4 to RT 2.0.14. I too believe it is an SQL > issue, because if I install from scratch everything then works. > The problem is that I need to retain the old data otherwise there is > no upgrade. Ok, so at a rough guess the id field in the Tickets table is somehow not auto-incrementing. Its late here ;) > RT works except for new ticket creation. Looking through mysql logs > here is what I see: > mysql> INSERT INTO Tickets (Creator, Due, Status, LastUpdatedBy, Resolved, > Type, TimeWorked, LastUpdated, Subject, FinalPriority, Queue, Created, > TimeLeft, InitialPriority, Owner, Priority, Starts) VALUES ('5', > '1970-01-01 00:00:00', 'new', '5', NULL, 'ticket', '', '2002-08-01 > 18:10:56', 'test', '0', '8', '2002-08-01 18:10:56', '', '0', '5', '0', > '1970-01-01 00:00:00'); > ERROR 1062: Duplicate entry '4485' for key 1 Hrm. Personally I'd install from scratch to a new database to insure that all of the tables are created correctly. If the tables are the same as etc/schema.mysql in the tarball, then you might be having oddities with auto_increment. Try: mysql --user=rt_user --pass=PASSWORD rt2 \ -e "ALTER TABLE Tickets AUTO_INCREMENT = someval;" where someval is your highest ticket number plus 5 or 10. > I only see one insert in the logs and then it quits..probably because of > the error? Yes, as it doesn't know which ticket id it just has, it cannot create any other aspects of the transaction (well, it can create them, it just doesn't know which ticket they're for). > I've ran insertdata 2.0.4 and it doesnt seem to do much. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From phil at streamexchange.com Thu Aug 1 19:13:20 2002 From: phil at streamexchange.com (Phil Dibowitz) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered References: <3D498DC6.6010801@streamexchange.com> <15689.44932.370619.963319@rls.cx> Message-ID: <3D49C090.2070406@streamexchange.com> Robert Spier wrote: > Phil Dibowitz writes: > >>When responding to a customer through RT, sometimes we need to attach >>things. But it seems that when we do, they don't get emailed. They DO >>show up in RT under the list of emails that have been sent back in >>forth - but when the email is delivered, it has no attachment. >> > > RT does not pass attachments by default. > > There is an Action in http://www.fsck.com/pub/rt/contrib/2.0/ called > NotifyWithAttachment that will let you pass them on. It may need some > custom tweaking for your particular needs - I know I've modified it > substantially for my needs. What fun. OK, I'm browsing the docs at fsck.com and I can't find the part about installing new Actions... I remember seeing it, but I can't find it. Ontop of that, the readme that comes with NotifyWithAttachement contains NO install or usage instructions. Yeah. So can someone point me to the appropriate docs on how to install a new Action? I've never needed a non-standard action until now. Also, Robert, what did you modify? All I want is that attachements end up getting sent in emails to users. Period. I can't think of anything else it could/should/might do... and if it doesn't do that, what DOES it do? Have you considered sending in your changes/enhancements to the author? Phil -- Systems Administrator Stream Exchange http://www.streamexchange.com/ From bruce_campbell at ripe.net Thu Aug 1 19:29:12 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered In-Reply-To: <3D49C090.2070406@streamexchange.com> Message-ID: On Thu, 1 Aug 2002, Phil Dibowitz wrote: > Robert Spier wrote: > > > There is an Action in http://www.fsck.com/pub/rt/contrib/2.0/ called > > NotifyWithAttachment that will let you pass them on. It may need some > > custom tweaking for your particular needs - I know I've modified it > > substantially for my needs. > > What fun. > > OK, I'm browsing the docs at fsck.com and I can't find the part about > installing new Actions... I remember seeing it, but I can't find it. Ontop of > that, the readme that comes with NotifyWithAttachement contains NO install or > usage instructions. Yeah. In general, the contrib stuff comes with a basic 'this is something I've quickly hacked up for my installation, this is what it does, heres the perl-library.pm file, heres the insert script, have fun'. Its assumed that if you're looking at Contrib stuff, you have followed enough of the rt-devel list to nderstand where they go. You may find http://www.fsck.com/rtfm/factoid.html?id=133 useful n giving a brief overview of where to put the basics, and http://www.fsck.com/rtfm/factoid.html?id=138 for even more gory details. If its not in RT/FM, we can put it there. Heck, I should write a book on this ;) Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From phil at streamexchange.com Thu Aug 1 20:08:11 2002 From: phil at streamexchange.com (Phil Dibowitz) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered References: Message-ID: <3D49CD6B.1080007@streamexchange.com> Bruce Campbell wrote: > > In general, the contrib stuff comes with a basic 'this is something I've > quickly hacked up for my installation, this is what it does, heres the > perl-library.pm file, heres the insert script, have fun'. Its assumed > that if you're looking at Contrib stuff, you have followed enough of the > rt-devel list to nderstand where they go. > > You may find http://www.fsck.com/rtfm/factoid.html?id=133 useful n giving > a brief overview of where to put the basics, and > http://www.fsck.com/rtfm/factoid.html?id=138 for even more gory details. > > If its not in RT/FM, we can put it there. Heck, I should write a book on > this ;) > Bruce, you've been really helpful. I have one more question... I copied the pm file into the Action directory, and I ran the perl script and it said it created 13 ScripActions successfully. When I go into RT though, I'm assuming what I want to do is "Modify Global Scripts" and add Condition: OnComment Do: NotifyWithAttachment Template: Correspondence Unfortunately "NotifyWithAttachment" isn't one of the options there.... So I'm quite confused. Any help would be much appreciated. Thanks again. Phil -- Systems Administrator Stream Exchange http://www.streamexchange.com/ From seph at commerceflow.com Thu Aug 1 23:37:36 2002 From: seph at commerceflow.com (seph) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] debian mysql or postgresql docs In-Reply-To: Theodore Knab's message of "Thu, 01 Aug 2002 15:11:58 -0400" References: <153180000.1028229118@sentry.washcoll.edu> Message-ID: <6yado6szgf.fsf@seph.commerceflow.com> > I have been reading through the RH 7.2 step by step guide, by Gary Leong, > but I am using Debian Woody(stable). perhaps you should be reading through the debian install notes then. they include how to install mysql on woody (it's easy), and the change you need to make. postgres is equally easy, though not in those notes. > Is there any Debian specific documentation for both a sql and > request-tracker newbie ? I'm not aware of an debian specific sql docs. I don't think there's anything special about it. Both mysql and postgres have their docs that explain basic administration and how to use them. On debian, mysql's docs are installed into /usr/share/doc/mysql-doc/ by the mysql-doc package. While postgres is installed by the postgresql-doc (and to the obvious place) seph From darren at dazza.org Thu Aug 1 23:55:50 2002 From: darren at dazza.org (Darren Nickerson) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered References: Message-ID: <1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp> > To overcome this, you can do three things. One is to use the > NotifyWithAttachment contrib ScripAction. This is the reliable method. Does anyone rely on this 'reliable' method? I've been using it for months and a non-trivial number of users receiving email from our RT instance seem unable to read the attachments. They come through as base-64 inline, or some other messy representation which seems to suggest broken MIME. We seem to be able to reproduce the problem with any Eudora user ... they're never able to read attachments we send using the RT interface which are mailed using the NotifyWithAttachment contrib ScripAction. Ms LookOut! users can read our attachments, so that's most of the world, but I'm thinking that's just because MS built a very forgiving MIME parser. Anyone else seeing this? -Darren From rspier at pobox.com Fri Aug 2 03:13:36 2002 From: rspier at pobox.com (Robert Spier) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered In-Reply-To: <3D49C090.2070406@streamexchange.com> References: <3D498DC6.6010801@streamexchange.com> <15689.44932.370619.963319@rls.cx> <3D49C090.2070406@streamexchange.com> Message-ID: <15690.12576.386931.378815@rls.cx> >Also, Robert, what did you modify? All I want is that attachements end >up getting sent in emails to users. Period. I can't think of anything >else it could/should/might do... and if it doesn't do that, what DOES I think the biggest change I made was to set a MIME-Version header -- many mailers were very unhappy without it. Most of my other changes were to the Template and a custom Element so that attachments could be download by those people who had trouble with MIME. It includes a string like this in the message for each attachment. -- attachment 1 ------------------------------------------------------ url: http://rt.my.org/rt2/attach/32436/26776/63f47e/t_op_string.t.diff Clicking on that URL downloads the file. (I decided I wanted both worlds - MIME attachments, and URLs.) -R From pawal at blipp.com Fri Aug 2 03:27:39 2002 From: pawal at blipp.com (Patrik Wallstrom) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] RT for debian woody, a preview In-Reply-To: <20020801193200.GR26978@pallas.fsck.com> References: <20020801193200.GR26978@pallas.fsck.com> Message-ID: <1028273260.4601.1.camel@pawalski.nic-se.se> On Thu, 2002-08-01 at 21:32, Jesse Vincent wrote: > I'm in the midst of a proper packaging of RT for debian 3.0. > Because of issues with postgres on debian[1], the package is designed > to work with mysql. As it stabilizes a bit, it should enter debian's > 'sarge' release as "request-tracker". Right now, it depends on the > relevant packages and sets up your database. you still need to set up > the mail gateway and the web interface. You can download a copy > of the test .deb from: > > http://bestpractical.com/~jesse/rt_2.0.14_test.deb > > Feedback is, of course, appreciated. Just curious, is your proper package compatible with the current package in Woody. Would be nice to know if upgrading... -- patrik_wallstrom->foodfight->pawal@blipp.com->+46-709580442 From bruce_campbell at ripe.net Fri Aug 2 04:34:46 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered In-Reply-To: <3D49CD6B.1080007@streamexchange.com> Message-ID: On Thu, 1 Aug 2002, Phil Dibowitz wrote: > Bruce, you've been really helpful. I have one more question... > > I copied the pm file into the Action directory, and I ran the perl script and > it said it created 13 ScripActions successfully. ( Well, it created ScripAction #13 ) > When I go into RT though, I'm assuming what I want to do is "Modify Global > Scripts" and add > Condition: OnComment > Do: NotifyWithAttachment > Template: Correspondence > > Unfortunately "NotifyWithAttachment" isn't one of the options there.... So I'm > quite confused. Any help would be much appreciated. Thanks again. The name supplied in the insert_action script creates 'NotifyAllWatchersWithAttach'. You probably want to be using 'OnCorrespond' as well. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From awahlfeldt at subshell.com Fri Aug 2 05:01:30 2002 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] re: Message Attachments not being delivered Message-ID: <003c01c23a03$3133b3a0$d7164fd4@bernoulli> hi phil, the button attach: attaches files to the ticket in rt. it is not ment to sent attachments in e-mails, like one would suspect. to change this you need to get and install the "NotifyWithAttachment" script from the download area. http://www.fsck.com/pub/rt/contrib/2.0/NotifyWithAttachment.tgz cu andreas -------------------------------------------- Andreas Wahlfeldt subshell GmbH Weidenallee 1 20357 Hamburg t +49.40. 431 362-25 f +49.40. 431 362-29 e awahlfeldt@subshell.com > Message: 7 > Date: Thu, 01 Aug 2002 12:36:38 -0700 > From: Phil Dibowitz > Organization: Stream Exchange > To: rt-users@lists.fsck.com > Subject: [rt-users] Message Attachments not being delivered > > When responding to a customer through RT, sometimes we need to attach things. > But it seems that when we do, they don't get emailed. They DO show up in RT > under the list of emails that have been sent back in forth - but when the > email is delivered, it has no attachment. > > The attachements are about 1.5MB - so they should be fitting through MTAs. > We're not getting bounces. > > I saw that bug # 554 has 'attachemtns' in the subject, but since I can't login > I can't see the details of the bug. > > Is this a bug? Is it a configuration issue? Any help would be greatly appreciated. > > Phil Dibowitz > -- > Systems Administrator > Stream Exchange > http://www.streamexchange.com/ -------------------------------------------- Andreas Wahlfeldt subshell GmbH Weidenallee 1 20357 Hamburg t +49.40. 431 362-25 f +49.40. 431 362-29 e awahlfeldt@subshell.com From awahlfeldt at subshell.com Fri Aug 2 06:10:10 2002 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered Message-ID: <005d01c23a0c$c8f20d00$d7164fd4@bernoulli> hi phil, the perl script didn't work for me too. i decided to insert it manualy into the mysqldb you might want to do anything like insert into ScripActions values (13,'NotifyAllWatchersWithAttachment','Sends mail to all watchers with attachments','NotifyWithAttachment','All','4','2002-07-19 13:30:00',1,'2002-07-19 13:30:00'); Liebe Gruesse aus der Weidenallee cu andreas -------------------------------------------- Andreas Wahlfeldt subshell GmbH Weidenallee 1 20357 Hamburg t +49.40. 431 362-25 f +49.40. 431 362-29 e awahlfeldt@subshell.com -------------- next part -------------- An HTML attachment was scrubbed... URL: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020802/db31d727/attachment.htm From phil at streamexchange.com Fri Aug 2 13:07:13 2002 From: phil at streamexchange.com (Phil Dibowitz) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered References: <3D498DC6.6010801@streamexchange.com> <15689.44932.370619.963319@rls.cx> <3D49C090.2070406@streamexchange.com> <15690.12576.386931.378815@rls.cx> Message-ID: <3D4ABC41.3050307@streamexchange.com> Robert Spier wrote: >>Also, Robert, what did you modify? All I want is that attachements end >>up getting sent in emails to users. Period. I can't think of anything >>else it could/should/might do... and if it doesn't do that, what DOES >> > > I think the biggest change I made was to set a MIME-Version header -- > many mailers were very unhappy without it. That would be a very useful change... care to share? That would just be a small change to the .pm file, right? So something in here: $self->TemplateObj->MIMEObj->attach(Data => $message->Content, Type => $message->ContentType, Encoding => "base64", Description => $fname, Disposisiton => "attachment", Filename => $fname); You added a ... Version => "..." ? I don't know enough about MIME... I really should learn more. I'm sure there's a good FAQ somewhere. > Most of my other changes were to the Template and a custom Element so > that attachments could be download by those people who had trouble > with MIME. > > It includes a string like this in the message for each attachment. > > -- attachment 1 ------------------------------------------------------ > url: http://rt.my.org/rt2/attach/32436/26776/63f47e/t_op_string.t.diff That's not bad... I like that. You should definitely submit it to the original author. All good changes. -- Systems Administrator Stream Exchange http://www.streamexchange.com/ From rtucker at netacc.net Fri Aug 2 17:54:58 2002 From: rtucker at netacc.net (Ryan Tucker) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] RT not multitasking well In-Reply-To: Message-ID: <7CE92EAD-A662-11D6-B208-000393062A52@netacc.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Tuesday, July 30, 2002, at 02:08 , Ryan Tucker wrote: > It's worth a shot... I do think there's a good chance I missed > something in there, because what you're seeing is quite happy > behavior. As an update, it looks like FastCGI was only spawning a single postgres process, therefore slowing things down. Disabling that, which was enabled and then forgotten about while traffic increased drastically, has sped things up noticeably. Thanks all :-) -rt - -- Ryan Tucker GPG: 99A27DE7 AIM: HoopyCat ARS: N0PBS Network Operations Manager, NetAccess, Inc. http://www.netacc.net/~rtucker/ - (585)419-8252 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.7 (Darwin) iD8DBQE9Sv+1Du//cZmifecRAnp6AKC15bKBt6wtKrneUiT05irq5MjydQCg8Maw HDWOCHrDwYLYrKoMW18r/9U= =SuwW -----END PGP SIGNATURE----- From sven.sternberger at desy.de Sat Aug 3 09:27:00 2002 From: sven.sternberger at desy.de (Sven Sternberger) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Run RT with and without SSL! Message-ID: <1028381220.5683.13.camel@zitpcx3298> Hi! today I installed an Apache with SSL support. My Idea is to provide both kinds of access to the RequestTracker. My problem is that I read that it is not okay to run 2 instances of RT on the same Apache-Machine. But now I think I have one instance on port 80 and one on port 443. Hope you can send me some advice bye! -- Sven Sternberger Tel.: +49 (0) 40 8998 4397 Desy Email: sven.sternberger@desy.de Notkestr. 85 D-22607 Hamburg From mrcpu at internetcds.com Sun Aug 4 03:14:49 2002 From: mrcpu at internetcds.com (Jaye Mathisen) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Sample code for create a ticket with a child ticket? Message-ID: <20020804001449.M81716@backmaster.cdsnet.net> RT::Ticket mentions briefly the Refers-to and Referred-by methods, and stuff, but I need to create Parent/Child tickets... (It also has Depends method and a Members method, which I don't know what it does). Essentially, there are some tasks that we have that have 3-4 very consistent regular steps. And what I'm hoping to do is create a method such that the user can enter in minimal info, and have the parent ticket, and the 3 child tickets created, and linked properly, with the individual child tasks int he right queue's and such. Creating the individual tickets is fine, but not sure how to link them together. I think I have it figured out manually in teh database, but that would be lame, and a few of the manuals say to not use these RT::Link functions from client code... So if anybody has the 3 lines of code that links ticket 11111 as a child ticket to 22222, it would be appreciated. (In perl... :) From sven.sternberger at desy.de Sun Aug 4 08:52:22 2002 From: sven.sternberger at desy.de (Sven Sternberger) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Problems with 2 instances of rt! Message-ID: <1028465542.12218.149.camel@zitpcx3298> Hello! I may have a little esoterik setup ;-) I run two independent rt instances on my machine. One of them with additional SSL support. After installing I realized that the second instance don?t work any more. In the error log was always a "Can't call method "handle_request" on an undefined value at /opt/rt2_ipp/bin/webmux.pl line 170, line 2". After some google research I found at masonhq the solution. The "PerlFreshRestart" don?t work in 2.0.14. Now the first instance run with PerlFreshRestart the second w/o. My question(s) 1.) To run 2 instances I have two apache installation, on two different ports, with two rt installs. Is this safe? 2.) Is it better to turn off PerlFreshRestart on both ports? bye! -- Sven Sternberger Tel.: +49 (0) 40 8998 4397 Desy Email: sven.sternberger@desy.de Notkestr. 85 D-22607 Hamburg From ayan.kayal at yale.edu Sun Aug 4 10:24:02 2002 From: ayan.kayal at yale.edu (Ayan R. Kayal) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Problems with 2 instances of rt! In-Reply-To: <1028465542.12218.149.camel@zitpcx3298> Message-ID: <001b01c23bc2$999aabe0$d0f48482@arknew> Running 2 instances on 2 apache installations on 2 different ports is fine. We have that setup here with two development instances for two different departments running on one machine. I comment out the PerlFreshRestart line on both ports, since that one makes Apache not start. If it doesn't work, get rid of the line. O- ~ARK > -----Original Message----- > From: rt-users-admin@lists.fsck.com > [mailto:rt-users-admin@lists.fsck.com] On Behalf Of Sven Sternberger > Sent: Sunday, August 04, 2002 8:52 AM > > My question(s) > > 1.) To run 2 instances I have two apache installation, on > two different ports, with two rt installs. Is this safe? > 2.) Is it better to turn off PerlFreshRestart on both ports? From pdh at snapgear.com Sun Aug 4 18:22:59 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Run RT with and without SSL! In-Reply-To: <1028381220.5683.13.camel@zitpcx3298> References: <1028381220.5683.13.camel@zitpcx3298> Message-ID: <20020804222259.GA452@luggage> Sven Sternberger wrote: > today I installed an Apache with SSL support. My Idea > is to provide both kinds of access to the RequestTracker. > My problem is that I read that it is not okay to run 2 instances > of RT on the same Apache-Machine. But now I think I have one instance > on port 80 and one on port 443. Hope you can send me some advice This sounds like you want two Apache virtual hosts talking to the one RT instance, not multiple RT instances. While I've never done this, you might find it easier to use mod_proxy to proxy the SSL connection back to the non-SSL virtual host locally. http://fsck.com/rtfm/article.html?id=2#101 might give you a starting point. (And if you do this, please summarise your config to the list so we can document it for the next person who asks. :-) Good luck! -- Phil Homewood, Systems Janitor, www.snapgear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From andy at bribed.net Mon Aug 5 06:26:09 2002 From: andy at bribed.net (Andy Coates) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Bit of tweaking help Message-ID: <000601c23c6a$8406e700$876bfd50@buffy> Hey, To put it simply, where should I be looking to change the type of creates/updates that are sent to the different levels of requestors? For example, To: (the requestor) can get new tickets/closed tickets/etc, whereas CC: acts differently (I recall an email explaining what exactly CC got, but can't find it at the moment). Basically I want CC: to get a few more updates than it normal does (i.e. ticket creation), but not sure where I should be looking to make the modifications. Cheers, Andy. From cjm at terminal.sil.at Mon Aug 5 09:04:12 2002 From: cjm at terminal.sil.at (Chris J. Mutter) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Q: mailloops w/ rt-2.0.13 Message-ID: <200208051304.PAA18692@terminal.sil.at> hello, we have a problem with mailloops and rt-2.0.13. we get a mail loops when some spam-idiots send mail of the form From: bla@sil.at To: bla@sil.at where bla@sil.at is a forward to the tracker into the queue ``bla''. we need to have autoreply enabled on our queues and use the bla-comment feature to have the ability of attachments and send a cc-mail to the owner of a ticket when the user replyed again. is there a simple way to check within the tracker if requestor and queue-address are the same to prevent this kind of mail-loops? thanks, cjm silver:server -- SILVER SERVER \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ \\\\\\ \\ \ cjm@sil.at, cjm@enemy.org, neo@bsdger.org www.sil.at | www.enemy.org ** PGP-Key-ID: 0xA941452D | "Why are we hiding from the police, dad?" - --------------------------| "Because we use vi, son. They use Emacs". From Kendric.Beachey at garmin.com Mon Aug 5 09:43:44 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] RT gets jealous of my weekend vacation, goes bonkers Message-ID: <6899B5417148F34AA929F2950FEFB3FD6128DB@dallas.garmin.com> I left for a relaxing weekend at the lake with all things RT working just fine. I came back this morning and found that most superficial parts of WebRT were OK (the front page, the admin console, the statistics) but the Search and direct viewing of any ticket were broken. I stopped and started apache and mysql a few times, and that didn't help. I don't find any errors in the log files. Here is the error message I am getting in the browser: ------------------------------------------------- Mason error error in file: /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm line 522: Can't call method "dbh" on an undefined value context: ... 518: #if we're explicitly told not to to quote the value or 519: # we're doing an IS or IS NOT (null), don't quote the operator. 520: 521: 522: if ($args{'QUOTEVALUE'} && $args{'OPERATOR'} !~ /IS/) { 523: $args{'VALUE'} = $self->_Handle->dbh->quote($args{'VALUE'}); 524: } 525: } 526: ... component stack: /Ticket/Elements/Tabs [standard] //Ticket/Display.html [standard] //autohandler [standard] code stack: /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:522 /usr/local/rt2/lib/RT/EasySearch.pm:95 /usr/local/rt2/lib/RT/Tickets.pm:1150 /usr/local/rt2/lib/RT/Tickets.pm:993 /usr/local/rt2/lib/RT/Tickets.pm:980 /usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Elements/Tabs:105 /usr/local/rt2/WebRT/data/obj/STANDARD//Ticket/Display.html:148 /usr/local/rt2/WebRT/data/obj/STANDARD//autohandler:69 raw error: error while executing /Ticket/Elements/Tabs [standard]: Can't call method "dbh" on an undefined value at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm line 522, line 121. HTML::Mason::Interp::__ANON__('Can\'t call method "dbh" on an undefined value at /usr/lib/perl5...') called at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm line 522 DBIx::SearchBuilder::Limit('RT::Tickets=HASH(0x904e8e0)', 'VALUE', 6, 'FIELD', 'Queue', 'ENTRYAGGREGATOR', 'OR', 'OPERATOR', ...) called at /usr/local/rt2/lib/RT/EasySearch.pm line 95 RT::EasySearch::Limit('RT::Tickets=HASH(0x904e8e0)', 'FIELD', 'Queue', 'ENTRYAGGREGATOR', 'OR', 'OPERATOR', '=', 'VALUE', ...) called at /usr/local/rt2/lib/RT/Tickets.pm line 1150 RT::Tickets::_ProcessRestrictions('RT::Tickets=HASH(0x904e8e0)') called at /usr/local/rt2/lib/RT/Tickets.pm line 993 RT::Tickets::Next('RT::Tickets=HASH(0x904e8e0)') called at /usr/local/rt2/lib/RT/Tickets.pm line 980 RT::Tickets::ItemsArrayRef('RT::Tickets=HASH(0x904e8e0)') called at /usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Elements/Tabs line 105 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x907b3bc)', 'current_tab', 'Ticket/Display.html?id=25') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x907c14 c)', 'Ticket', 'RT::Ticket=HASH(0x907b3bc)', 'current_tab', 'Ticket/Display.html?id=25') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90748 40)', '/Ticket/Elements/Tabs', 'Ticket', 'RT::Ticket=HASH(0x907b3bc)', 'current_tab', 'Ticket/Display.html?id=25') called at /usr/local/rt2/WebRT/data/obj/STANDARD//Ticket/Display.html line 148 HTML::Mason::Commands::__ANON__('id', 25) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x904f9d c)', 'id', 25) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90748 40)', 'HTML::Mason::Component::FileBased=HASH(0x904f9dc)', 'id', 25) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 316 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 9074840)') called at /usr/local/rt2/WebRT/data/obj/STANDARD//autohandler line 69 HTML::Mason::Commands::__ANON__('id', 25) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f4588 c)', 'id', 25) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90748 40)', 'HASH(0x90749a8)', 'HTML::Mason::Component::FileBased=HASH(0x8f4588c)', 'id', 25) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 159 eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 159 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x90748 40)', '//Ticket/Display.html', 'id', 25) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 914 HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HAS H(0x83fa6f0)', 'Apache=SCALAR(0x8edae08)', 'HTML::Mason::Request::ApacheHandler=HASH(0x9074840)', undef) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560 eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x83fa6f0)', 'Apache=SCALAR(0x8edae08)') called at /usr/local/rt2/bin/webmux.pl line 165 RT::Mason::handler('Apache=SCALAR(0x8edae08)') called at /dev/null line 0 eval {...} called at /dev/null line 0 ------------------------------------------------- I haven't monkeyed with the RT code in a while, so it seems pretty weird that this would crop up now. I am still able to display tickets without any trouble on the command line. I am running RT 2.0.11pre (basically 2.0.12 with a different version designation) against MySQL 3.23.47 on a Red Hat 7.1 box. This arrangement has worked smoothly for quite a few months. Anyone got any ideas? -- Kendric Beachey -------------- next part -------------- An HTML attachment was scrubbed... URL: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020805/6d81e3e9/attachment.html From dredd at megacity.org Mon Aug 5 09:56:25 2002 From: dredd at megacity.org (Derek J. Balling) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] RT gets jealous of my weekend vacation, goes bonkers In-Reply-To: <6899B5417148F34AA929F2950FEFB3FD6128DB@dallas.garmin.com> Message-ID: <21A28EBF-A87B-11D6-AA16-00039384A830@megacity.org> On Monday, August 5, 2002, at 09:43 AM, Beachey, Kendric wrote: > I left for a relaxing weekend at the lake with all things RT working > just fine.? I came back this morning and found that most superficial > parts of WebRT were OK (the front page, the admin console, the > statistics) but the Search and direct viewing of any ticket were > broken.? I stopped and started apache and mysql a few times, and that > didn't help.? I don't find any errors in the log files.? Here is the > error message I am getting in the browser: Weird. I had a user complain of getting a very similar error yesterday, but I couldn't duplicate it: error in file: /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 355: Can't call method "fetchrow" on an undefined value context: ... 351: my $query = shift; 352: my @bind_values = @_; 353: my $sth = $self->SimpleQuery($query, @bind_values); 354: 355: return ($sth->fetchrow); 356: } 357: # }}} 358: 359: # {{{ BinarySafeBLOBs ... component stack: /Ticket/Display.html [standard] /autohandler [standard] code stack: /usr/share/perl5/DBIx/SearchBuilder/Handle.pm:355 /usr/local/rt2/lib/RT/User.pm:1043 /usr/local/rt2/lib/RT/User.pm:724 /usr/local/rt2/lib/RT/Ticket.pm:2434 /usr/local/rt2/lib/RT/Interface/Web.pm:916 /usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:136 /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 -- +------------------------------+--------------------------------+ | Derek J. Balling | "You can get more with a kind | | dredd@megacity.org | word and a two-by-four, than | | www.megacity.org/blog/ | you can with just a kind | | | word." - Marcus | +---------------------------------------------------------------+ From szalkai at 2fkft.com Mon Aug 5 10:20:26 2002 From: szalkai at 2fkft.com (Akos Szalkai) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered In-Reply-To: <1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp> References: <1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp> Message-ID: <20020805142026.GA31915@2f.hu> > Does anyone rely on this 'reliable' method? We are trying to, but it does need some fixing. > We seem to be able to reproduce the problem with any Eudora user ... they're > never able to read attachments we send using the RT interface which are > mailed using the NotifyWithAttachment contrib ScripAction. Ms LookOut! users > can read our attachments, so that's most of the world, but I'm thinking > that's just because MS built a very forgiving MIME parser. You are right, the problem is that there is no MIME-Version header in the mail (which is mandatory according to the RFC). You can easily hack around this by inserting a single line near the end of the scrip: $self->TemplateObj->MIMEObj->attach(Data => $message->Content, Type => $message->ContentType, Encoding => "base64", Description => $fname, Disposition => "attachment", Filename => $fname); $self->TemplateObj->MIMEObj->head->replace('MIME-Version','1.0'); (The last line above is what you should insert.) However, we have an even bigger problem, that can be seen above as well: the encoding is fixed to base64. When a multipart (or message/*) attachment is about to be sent out, NotifyWithAttachment sets the encoding to base64, and then MIME::Entity croaks that you can't have base64 encoding with this type. Result: no mail gets sent out, although the transaction appears in the database and on the web. Does anybody have a solution for this? Akos -- Akos Szalkai IT Consultant, CISA 2F 2000 Szamitastechnikai es Szolgaltato Kft. Tel: (+36-1)-4887700 Fax: (+36-1)-4887709 WWW: http://www.2f.hu/ From Kendric.Beachey at garmin.com Mon Aug 5 10:28:29 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] RT gets jealous of my weekend vacation, goes bonke rs Message-ID: <6899B5417148F34AA929F2950FEFB3FD6128E1@dallas.garmin.com> From: Derek J. Balling [mailto:dredd@megacity.org] > > On Monday, August 5, 2002, at 09:43 AM, Beachey, Kendric wrote: > > > I left for a relaxing weekend at the lake with all things > RT working > > just fine.  I came back this morning and found that most > superficial > > parts of WebRT were OK (the front page, the admin console, the > > statistics) but the Search and direct viewing of any ticket were > > broken.  I stopped and started apache and mysql a few > times, and that > > didn't help.  I don't find any errors in the log files.  > Here is the > > error message I am getting in the browser: > > Weird. I had a user complain of getting a very similar error > yesterday, > but I couldn't duplicate it: Turns out nobody else could duplicate my problem either! I went to inform another department that RT was having personality problems, and they said it was OK for them. They demonstrated for me that it worked just fine. Back at my desk, I fired up a different browser and lo and behold, it worked fine for me too. Back in my original browser, I logged out and logged back in, and all was fine and good. Bizarre. I wondered why my inbox hadn't been lighting up. :-) False alarm, I guess...maybe a logout/login is in order for Derek's wayward user as well? From dredd at megacity.org Mon Aug 5 10:31:57 2002 From: dredd at megacity.org (Derek J. Balling) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] RT gets jealous of my weekend vacation, goes bonke rs In-Reply-To: <6899B5417148F34AA929F2950FEFB3FD6128E1@dallas.garmin.com> Message-ID: <18B1C54A-A880-11D6-AA16-00039384A830@megacity.org> > False alarm, I guess...maybe a logout/login is in order for Derek's > wayward > user as well? She reported this morning "all was well". I just saw "Signs" this weekend, so let's just call it an alien mind-control thing or something. ;-) D -- +------------------------------+--------------------------------+ | Derek J. Balling | "You can get more with a kind | | dredd@megacity.org | word and a two-by-four, than | | www.megacity.org/blog/ | you can with just a kind | | | word." - Marcus | +---------------------------------------------------------------+ From szalkai at 2fkft.com Mon Aug 5 10:55:44 2002 From: szalkai at 2fkft.com (Akos Szalkai) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Message Attachments not being delivered In-Reply-To: <20020805142026.GA31915@2f.hu> References: <1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp> <20020805142026.GA31915@2f.hu> Message-ID: <20020805145544.GB31915@2f.hu> > However, we have an > even bigger problem, that can be seen above as well: the encoding is > fixed to base64. When a multipart (or message/*) attachment is about to > be sent out, NotifyWithAttachment sets the encoding to base64, and then > MIME::Entity croaks that you can't have base64 encoding with this type. > Result: no mail gets sent out, although the transaction appears in the > database and on the web. > > Does anybody have a solution for this? Sorry to follow up my own email, but I did some dirty hacking to solve this problem. I attach a slightly modified version of NotifyWithAttachment.pm, which seems to work much better in our environment (please remember that it is still very far from perfect). You can use the insert script from the original version. Akos -- Akos Szalkai IT Consultant, CISA 2F 2000 Szamitastechnikai es Szolgaltato Kft. Tel: (+36-1)-4887700 Fax: (+36-1)-4887709 WWW: http://www.2f.hu/ -------------- next part -------------- A non-text attachment was scrubbed... Name: NotifyWithAttachment.pm.gz Type: application/x-gunzip Size: 897 bytes Desc: not available Url : http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020805/d1852b81/NotifyWithAttachment.pm.bin From khera at kcilink.com Mon Aug 5 11:00:15 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Run RT with and without SSL! In-Reply-To: <1028381220.5683.13.camel@zitpcx3298> References: <1028381220.5683.13.camel@zitpcx3298> Message-ID: <15694.37631.500689.544498@onceler.kciLink.com> >>>>> "SS" == Sven Sternberger writes: SS> today I installed an Apache with SSL support. My Idea SS> is to provide both kinds of access to the RequestTracker. SS> My problem is that I read that it is not okay to run 2 instances SS> of RT on the same Apache-Machine. But now I think I have one instance SS> on port 80 and one on port 443. Hope you can send me some advice Use virtual hosts in apache. The same instance of apache can handle both normal and ssl connections and route them to the same places. The only place this will "break" in RT is where you need to hard-code the base URL into the config.pm file. You'll have to choose one or the other. Personally, I always access RT via SSL so I can do bug tracking, and/or customer support securely from, say a wireless LAN at a technical conference 3000 miles from home. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera@kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From mrcpu at internetcds.com Mon Aug 5 11:40:12 2002 From: mrcpu at internetcds.com (Jaye Mathisen) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Sample code for create a ticket with a child ticket? In-Reply-To: <20020804001449.M81716@backmaster.cdsnet.net> References: <20020804001449.M81716@backmaster.cdsnet.net> Message-ID: <20020805084012.N81716@backmaster.cdsnet.net> My bad, didn't realize that MembersOf really mean Parent, thought it was some other secret code thing to signifiy something that I didn't understand. But Ticket->Addlink works just peachy using MemberOf, and make the link in the right spot. On Sun, Aug 04, 2002 at 12:14:49AM -0700, Jaye Mathisen wrote: > > > RT::Ticket mentions briefly the Refers-to and Referred-by methods, and stuff, but > I need to create Parent/Child tickets... (It also has Depends method and a Members method, > which I don't know what it does). > > > Essentially, there are some tasks that we have that have 3-4 very consistent regular > steps. And what I'm hoping to do is create a method such that the user can enter > in minimal info, and have the parent ticket, and the 3 child tickets created, and > linked properly, with the individual child tasks int he right queue's and such. > > Creating the individual tickets is fine, but not sure how to link them together. I > think I have it figured out manually in teh database, but that would be lame, and > a few of the manuals say to not use these RT::Link functions from client code... > > So if anybody has the 3 lines of code that links ticket 11111 as a child ticket > to 22222, it would be appreciated. (In perl... :) > > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From grant at pico.apple.com Mon Aug 5 14:26:38 2002 From: grant at pico.apple.com (Grant Miller) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] vacation-like function in RT? Message-ID: <20020805182638.GD17764@pico.apple.com> Has anyone written a add-on to RT that deals with ticket owners going on vacation and having responses to them be redirected (or CC'ed) to a designated RT user? We get around it by just re-assigning tickets to someone else while we are out, but I think a feature like this would be nice to have. (I've looked at the contributed code, but didn't see anything that looked like it would do the trick). I will eventually write something like this (and post it to the community), but I figured I would ask first so I don't try and reinvent the wheel. Thanks in advance. -- -Grant Miller grant@pico.apple.com Unix Systems Admin, Engineering Computer Services, Apple Computer Inc. From pdh at snapgear.com Mon Aug 5 18:29:55 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Bit of tweaking help In-Reply-To: <000601c23c6a$8406e700$876bfd50@buffy> References: <000601c23c6a$8406e700$876bfd50@buffy> Message-ID: <20020805222955.GB787@luggage> Andy Coates wrote: > To put it simply, where should I be looking to change the type of > creates/updates that are sent to the different levels of requestors? Configuration->Queues->name->Scrips From pdh at snapgear.com Mon Aug 5 18:33:34 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Q: mailloops w/ rt-2.0.13 In-Reply-To: <200208051304.PAA18692@terminal.sil.at> References: <200208051304.PAA18692@terminal.sil.at> Message-ID: <20020805223334.GC787@luggage> Chris J. Mutter wrote: > we get a mail loops when some spam-idiots send mail of the form > > From: bla@sil.at > To: bla@sil.at > > where bla@sil.at is a forward to the tracker into the queue ``bla''. The bounce-detection should take care of this. Can you ensure that the X-RT-Loop-Prevention header is present and correct in the messages that are feeding back into RT? If it is, you've found a bug; if not, something might be eating it along the way. IsRTAddress() in config.pm may also be of some help. -- Phil Homewood, Systems Janitor, www.snapgear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From teo.dehesselle at uts.edu.au Mon Aug 5 21:07:22 2002 From: teo.dehesselle at uts.edu.au (Teo de Hesselle) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Crippling database performace Message-ID: <20020806010722.GA24700@dwarf.itd.uts.edu.au> Help! mysql is running like a dog every time RT performs this query: SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1 LEFT JOIN Users as Users_2 ON Watch When would RT do this? How can I make this faster? Mysql shows: State: Copying to tmp table I really don't understand enough about RT or mysql to fix this by myself.... -- Teo de Hesselle, It's nice to be loved, Unix Systems Administrator, but there's a lot to be University of Technology, Sydney. said for terrified respect From rt_addison at yahoo.com Mon Aug 5 22:26:05 2002 From: rt_addison at yahoo.com (Addison RT) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] How to start RT in web interface Message-ID: <20020806022605.45310.qmail@web12902.mail.yahoo.com> Hi all, I spent more than two weeks to config the web interface. I failed to start the web page of RT as : http://rt.addison1.addisonworld.com.us/rt2/ Can anyone give me a checklist of the related variables for the above hostname & domain name in both 'config.pm' and 'httpd.conf'? Thanks. Addison --------------------------------- Do You Yahoo!? Yahoo! Health - Feel better, live better -------------- next part -------------- An HTML attachment was scrubbed... URL: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020805/26e38fc3/attachment.html From bruce_campbell at ripe.net Tue Aug 6 04:32:10 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Q: mailloops w/ rt-2.0.13 In-Reply-To: <20020805223334.GC787@luggage> Message-ID: On Tue, 6 Aug 2002, Phil Homewood wrote: > Chris J. Mutter wrote: > > we get a mail loops when some spam-idiots send mail of the form > > > > From: bla@sil.at > > To: bla@sil.at > > > > where bla@sil.at is a forward to the tracker into the queue ``bla''. > > The bounce-detection should take care of this. Can you ensure > that the X-RT-Loop-Prevention header is present and correct in Preservation of loop detection headers cannot always be counted upon, although it makes loop detection _much_ easier. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From wash at wananchi.biz Tue Aug 6 05:55:54 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] How to start RT in web interface In-Reply-To: <20020806022605.45310.qmail@web12902.mail.yahoo.com> References: <20020806022605.45310.qmail@web12902.mail.yahoo.com> Message-ID: <20020806095554.GB74639@ns2.wananchi.com> * Addison RT [20020806 05:30]: wrote: > > Hi all, > > I spent more than two weeks to config the web interface. > I failed to start the web page of RT as : http://rt.addison1.addisonworld.com.us/rt2/ > > Can anyone give me a checklist of the related variables for the > above hostname & domain name in both 'config.pm' and 'httpd.conf'? Hello Addison, Normally, you'd follow this tutorial: http://www.fsck.com/rtfm/article.html?id=2#94 ..but in yor situation, you need to modify the zone file for addisonworld.com.us to have an entry for rt. rt.addison1 IN CNAME the_DNS_name_of_server_rt_is_running_on # ndc reload That is one of the steps, obviously not the first. It was my last after I configured everything. Running RT as http://rt.addison1.addisonworld.com.us/rt2/ would mean that there is already a web server handling addison1.addisonworld.com.us, yes??? Then I really don't see any point why you'd want /rt2. Wait.. I am confused here. You can have either rt.domain.name or domain.name/rt2 but not both at the same time (I guess). FIRST, your domain addisonworld.com.us _MUST_ be in DNS!! Right now it is NOT!! If you post the errors you get, then you can get more help. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post ++ ``That Ariel Sharon. Boy, he sure is controversial. Most Western countries would have to have a military coup before they enjoyed a leader of that caliber.'' (Sydney Webb) From wash at wananchi.biz Tue Aug 6 06:28:01 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Who is a requestor? Message-ID: <20020806102801.GC74639@ns2.wananchi.com> Hello rt-users, At the risk of being called stupid, let me ask a question: Why is someone who submits/creates a ticket via e-mail treated differently than one who logs in via web UI in the context of a "requestor"? The situation I am looking at is this scrip: OnCreate AutoreplyToRequestors with template Autoreply I am trying to look for a way in which when a user creates a ticket via the web UI, s/he should either 1. Be made to "Own" the ticket automatically, or 2. Be sent a Notify that s/he has a ticket (stupid, because they know it already) Really stupid sounding but my web UI users seem to want this ;-) cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From jmiles at addr.com Tue Aug 6 07:24:01 2002 From: jmiles at addr.com (Jeena Miles) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Re: rt-users digest, Vol 1 #752 - 15 msgs In-Reply-To: <20020806100001.26132.78552.Mailman@pallas.eruditorum.org> Message-ID: <5.1.0.14.0.20020806164318.00b5ddd8@mail.addr.com> At 06:00 AM 8/6/2002 -0400, you wrote: >Send rt-users mailing list submissions to > rt-users@lists.fsck.com > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.fsck.com/mailman/listinfo/rt-users >or, via email, send a message with subject or body 'help' to > rt-users-request@lists.fsck.com > >You can reach the person managing the list at > rt-users-admin@lists.fsck.com > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of rt-users digest..." > > >Today's Topics: > > 1. Re: RT gets jealous of my weekend vacation, goes bonkers (Derek J. > Balling) > 2. Re: Message Attachments not being delivered (Akos Szalkai) > 3. RE: RT gets jealous of my weekend vacation, goes bonke > rs (Beachey, Kendric) > 4. Re: RT gets jealous of my weekend vacation, goes bonke rs (Derek J. > Balling) > 5. Re: Message Attachments not being delivered (Akos Szalkai) > 6. Re: Run RT with and without SSL! (Vivek Khera) > 7. Re: Sample code for create a ticket with a child ticket? (Jaye > Mathisen) > 8. vacation-like function in RT? (Grant Miller) > 9. Re: Bit of tweaking help (Phil Homewood) > 10. Re: Q: mailloops w/ rt-2.0.13 (Phil Homewood) > 11. Crippling database performace (Teo de Hesselle) > 12. How to start RT in web interface (Addison RT) > 13. Re: Q: mailloops w/ rt-2.0.13 (Bruce Campbell) > 14. Re: How to start RT in web interface (Odhiambo Washington) > >--__--__-- > >Message: 1 >Date: Mon, 5 Aug 2002 09:56:25 -0400 >Subject: Re: [rt-users] RT gets jealous of my weekend vacation, goes bonkers >From: "Derek J. Balling" >To: "Rt-Users (E-mail)" > > >On Monday, August 5, 2002, at 09:43 AM, Beachey, Kendric wrote: > > > I left for a relaxing weekend at the lake with all things RT working=20= > > > just fine.=A0 I came back this morning and found that most superficial=20= > > > parts of WebRT were OK (the front page, the admin console, the=20 > > statistics) but the Search and direct viewing of any ticket were=20 > > broken.=A0 I stopped and started apache and mysql a few times, and = >that=20 > > didn't help.=A0 I don't find any errors in the log files.=A0 Here is = >the=20 > > error message I am getting in the browser: > >Weird. I had a user complain of getting a very similar error yesterday,=20= > >but I couldn't duplicate it: > >error in file: /usr/share/perl5/DBIx/SearchBuilder/Handle.pm >line 355: Can't call method "fetchrow" on an undefined value >context: >... >351: my $query =3D shift; >352: my @bind_values =3D @_; >353: my $sth =3D $self->SimpleQuery($query, @bind_values); >354: >355: return ($sth->fetchrow); >356: } >357: # }}} >358: >359: # {{{ BinarySafeBLOBs >... >component stack: /Ticket/Display.html [standard] >/autohandler [standard] >code stack: >/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:355 >/usr/local/rt2/lib/RT/User.pm:1043 /usr/local/rt2/lib/RT/User.pm:724 >/usr/local/rt2/lib/RT/Ticket.pm:2434 >/usr/local/rt2/lib/RT/Interface/Web.pm:916 >/usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:136 >/usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 > > > >-- >+------------------------------+--------------------------------+ >| Derek J. Balling | "You can get more with a kind | >| dredd@megacity.org | word and a two-by-four, than | >| www.megacity.org/blog/ | you can with just a kind | >| | word." - Marcus | >+---------------------------------------------------------------+ > > > >--__--__-- > >Message: 2 >From: "Akos Szalkai" >Date: Mon, 5 Aug 2002 16:20:26 +0200 >To: Darren Nickerson >Cc: rt-users@lists.fsck.com >Subject: Re: [rt-users] Message Attachments not being delivered > > > Does anyone rely on this 'reliable' method? > >We are trying to, but it does need some fixing. > > > We seem to be able to reproduce the problem with any Eudora user ... > they're > > never able to read attachments we send using the RT interface which are > > mailed using the NotifyWithAttachment contrib ScripAction. Ms LookOut! > users > > can read our attachments, so that's most of the world, but I'm thinking > > that's just because MS built a very forgiving MIME parser. > >You are right, the problem is that there is no MIME-Version header in >the mail (which is mandatory according to the RFC). You can easily hack >around this by inserting a single line near the end of the scrip: > > $self->TemplateObj->MIMEObj->attach(Data => $message->Content, > Type => $message->ContentType, > Encoding => "base64", > Description => $fname, > Disposition => "attachment", > Filename => $fname); > > $self->TemplateObj->MIMEObj->head->replace('MIME-Version','1.0'); > >(The last line above is what you should insert.) However, we have an >even bigger problem, that can be seen above as well: the encoding is >fixed to base64. When a multipart (or message/*) attachment is about to >be sent out, NotifyWithAttachment sets the encoding to base64, and then >MIME::Entity croaks that you can't have base64 encoding with this type. >Result: no mail gets sent out, although the transaction appears in the >database and on the web. > >Does anybody have a solution for this? > >Akos > >-- >Akos Szalkai >IT Consultant, CISA >2F 2000 Szamitastechnikai es Szolgaltato Kft. >Tel: (+36-1)-4887700 Fax: (+36-1)-4887709 WWW: http://www.2f.hu/ > > >--__--__-- > >Message: 3 >From: "Beachey, Kendric" >To: "Rt-Users (E-mail)" >Subject: RE: [rt-users] RT gets jealous of my weekend vacation, goes bonke > rs >Date: Mon, 5 Aug 2002 09:28:29 -0500 > >From: Derek J. Balling [mailto:dredd@megacity.org] > > > > On Monday, August 5, 2002, at 09:43 AM, Beachey, Kendric wrote: > > > > > I left for a relaxing weekend at the lake with all things > > RT working > > > just fine. I came back this morning and found that most > > superficial > > > parts of WebRT were OK (the front page, the admin console, the > > > statistics) but the Search and direct viewing of any ticket were > > > broken. I stopped and started apache and mysql a few > > times, and that > > > didn't help. I don't find any errors in the log files. > > Here is the > > > error message I am getting in the browser: > > > > Weird. I had a user complain of getting a very similar error > > yesterday, > > but I couldn't duplicate it: > > >Turns out nobody else could duplicate my problem either! > >I went to inform another department that RT was having personality problems, >and they said it was OK for them. They demonstrated for me that it worked >just fine. Back at my desk, I fired up a different browser and lo and >behold, it worked fine for me too. Back in my original browser, I logged >out and logged back in, and all was fine and good. Bizarre. > >I wondered why my inbox hadn't been lighting up. :-) > >False alarm, I guess...maybe a logout/login is in order for Derek's wayward >user as well? > > >--__--__-- > >Message: 4 >Date: Mon, 5 Aug 2002 10:31:57 -0400 >Subject: Re: [rt-users] RT gets jealous of my weekend vacation, goes bonke rs >From: "Derek J. Balling" >To: "Rt-Users (E-mail)" > > > False alarm, I guess...maybe a logout/login is in order for Derek's > > wayward > > user as well? > >She reported this morning "all was well". > >I just saw "Signs" this weekend, so let's just call it an alien >mind-control thing or something. ;-) > >D > >-- >+------------------------------+--------------------------------+ >| Derek J. Balling | "You can get more with a kind | >| dredd@megacity.org | word and a two-by-four, than | >| www.megacity.org/blog/ | you can with just a kind | >| | word." - Marcus | >+---------------------------------------------------------------+ > > > >--__--__-- > >Message: 5 >From: "Akos Szalkai" >Date: Mon, 5 Aug 2002 16:55:44 +0200 >To: Darren Nickerson >Cc: rt-users@lists.fsck.com >Subject: Re: [rt-users] Message Attachments not being delivered > > >--uAKRQypu60I7Lcqm >Content-Type: text/plain; charset=us-ascii >Content-Disposition: inline > > > However, we have an > > even bigger problem, that can be seen above as well: the encoding is > > fixed to base64. When a multipart (or message/*) attachment is about to > > be sent out, NotifyWithAttachment sets the encoding to base64, and then > > MIME::Entity croaks that you can't have base64 encoding with this type. > > Result: no mail gets sent out, although the transaction appears in the > > database and on the web. > > > > Does anybody have a solution for this? > >Sorry to follow up my own email, but I did some dirty hacking to solve >this problem. I attach a slightly modified version of >NotifyWithAttachment.pm, which seems to work much better in our >environment (please remember that it is still very far from perfect). >You can use the insert script from the original version. > >Akos > >-- >Akos Szalkai >IT Consultant, CISA >2F 2000 Szamitastechnikai es Szolgaltato Kft. >Tel: (+36-1)-4887700 Fax: (+36-1)-4887709 WWW: http://www.2f.hu/ > >--uAKRQypu60I7Lcqm >Content-Type: application/x-gunzip >Content-Disposition: attachment; filename="NotifyWithAttachment.pm.gz" >Content-Transfer-Encoding: base64 > >H4sICOqQTj0CA05vdGlmeVdpdGhBdHRhY2htZW50LnBtAI1VbW/bNhD+PP2KgxMg0hDLL+2A >Qoa9eKtTeGi7osnaLwECWjpZjCVSIakmXpL+9h4pWbbjYCu/WKd7nuPdc3fyEcxFnFcJajCK >Cc1iw6UAZgyLswKF0cAFYMF4DppMkJUJvSOYViaTKoILw9KUCXjPFLnB17V9nTv7jJUlsvxa >I/gKy5zFCCzP4ToIKMY8QRbBX6jJ/YWL2Ib3b6x5tkBtSmWTiVkexrKw+D+qJaT8nlJlIoFC >Jjwlt81XRzBdSQ0X/7J8xTilUT+cDdNVajb843kSwUdpeLr+yk02bWsMy+L0GwzCVzDs94e9 >/pte/zcYvIqGg+j1a2hiwey+bJ+PPa9k8YotET5fRtHUqRZFLwUfeQpvK672kRcokplV9WV3 >HWjknc0vpjCG2zv/0BuMPCrq4eEBdLWAT6QvU+h54wxZMtzaQOdcyaJpYmofneaRc9lDGuck >3j+fZp+jqCGG4LV+noLJmAGFplLCTkqFp8ANKmaQXEpWy6xFH2vM0+7kcjtOfy9uupPpzkjZ >/rEkISoWYOQBFQuaFYOO92H+YUYP4TYdfz80cBvQybfjALm4wdjAXcbjjIZOkSpryJhuw9hB >lLYyvjf7od6b/g2zfodJ2PKbxNz1zoiimTDcrMOAvNSIuDKe5+00Bx6IXKzrMqmtOuMpzYfX >Fr7fAj+Ax8dGdOg7nCXvZjf+CbVHNv4OqTt5J40850qbucGijRvT+o2fIf+UlZ1gCmDlfS+X >S1TdSYKLaul33NW0eUnCxbLmE1mHV6ITuKhHoFe8tF2mvaXrQAo3N06yZ7o6+NdsDYmEOfXp >Gw2WbPh38vcXa7Dp+8P6LupzTl8ZW0hB002bOd4nfMR7E7gO2CPIgkrkBAV/w7D1CkPwOqQ9 >Nl4qWIFWmhZ2TnfZl6MGtYF8B90Lf/Wvrh6vekGvt2z9/6veNtUm2FbFTRpNbjMRS0fZTeiZ >r733kNN5s+CmY1f6wIm30BHUok577X/sY3dSp+y/ZYbBeHKYzKn3iz0Al+sSX0RYR4va5jg5 >SK0FvUUdK166Bbc4J9XWy3UpNd94O1tROy1m07otPfi5cu1ntTtp/sX8E/u++wWVpstOTk8G >Yf8k2MhOP082ZrO6g5H3ZD/VT0/045H1A9xipDt1BwAA > >--uAKRQypu60I7Lcqm-- > > >--__--__-- > >Message: 6 >From: Vivek Khera >Date: Mon, 5 Aug 2002 11:00:15 -0400 >To: rt-users@fsck.com >Subject: Re: [rt-users] Run RT with and without SSL! > > >>>>> "SS" == Sven Sternberger writes: > >SS> today I installed an Apache with SSL support. My Idea >SS> is to provide both kinds of access to the RequestTracker. >SS> My problem is that I read that it is not okay to run 2 instances >SS> of RT on the same Apache-Machine. But now I think I have one instance >SS> on port 80 and one on port 443. Hope you can send me some advice > >Use virtual hosts in apache. The same instance of apache can handle >both normal and ssl connections and route them to the same places. > >The only place this will "break" in RT is where you need to hard-code >the base URL into the config.pm file. You'll have to choose one or >the other. Personally, I always access RT via SSL so I can do bug >tracking, and/or customer support securely from, say a wireless LAN at >a technical conference 3000 miles from home. > >-- >=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= >Vivek Khera, Ph.D. Khera Communications, Inc. >Internet: khera@kciLink.com Rockville, MD +1-240-453-8497 >AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ > > >--__--__-- > >Message: 7 >Date: Mon, 5 Aug 2002 08:40:12 -0700 >From: Jaye Mathisen >To: rt-users@lists.fsck.com >Subject: Re: [rt-users] Sample code for create a ticket with a child ticket? > >My bad, didn't realize that MembersOf really mean Parent, thought it was >some other >secret code thing to signifiy something that I didn't understand. > >But Ticket->Addlink works just peachy using MemberOf, and make the link in the >right spot. > >On Sun, Aug 04, 2002 at 12:14:49AM -0700, Jaye Mathisen wrote: > > > > > > RT::Ticket mentions briefly the Refers-to and Referred-by methods, and > stuff, but > > I need to create Parent/Child tickets... (It also has Depends method > and a Members method, > > which I don't know what it does). > > > > > > Essentially, there are some tasks that we have that have 3-4 very > consistent regular > > steps. And what I'm hoping to do is create a method such that the user > can enter > > in minimal info, and have the parent ticket, and the 3 child tickets > created, and > > linked properly, with the individual child tasks int he right queue's > and such. > > > > Creating the individual tickets is fine, but not sure how to link them > together. I > > think I have it figured out manually in teh database, but that would be > lame, and > > a few of the manuals say to not use these RT::Link functions from > client code... > > > > So if anybody has the 3 lines of code that links ticket 11111 as a > child ticket > > to 22222, it would be appreciated. (In perl... :) > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users@lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > >--__--__-- > >Message: 8 >Date: Mon, 5 Aug 2002 11:26:38 -0700 >From: Grant Miller >To: rt-users@lists.fsck.com >Subject: [rt-users] vacation-like function in RT? > > > >Has anyone written a add-on to RT that deals with ticket owners going on >vacation >and having responses to them be redirected (or CC'ed) to a designated RT user? > >We get around it by just re-assigning tickets to someone else while we are >out, >but I think a feature like this would be nice to have. > >(I've looked at the contributed code, but didn't see anything that looked like >it would do the trick). > >I will eventually write something like this (and post it to the >community), but >I figured I would ask first so I don't try and reinvent the wheel. > >Thanks in advance. > >-- > >-Grant Miller grant@pico.apple.com > > Unix Systems Admin, Engineering Computer Services, Apple Computer Inc. > > > >--__--__-- > >Message: 9 >Date: Tue, 6 Aug 2002 08:29:55 +1000 >From: Phil Homewood >To: rt-users@lists.fsck.com >Subject: Re: [rt-users] Bit of tweaking help > >Andy Coates wrote: > > To put it simply, where should I be looking to change the type of > > creates/updates that are sent to the different levels of requestors? > >Configuration->Queues->name->Scrips > > > >--__--__-- > >Message: 10 >Date: Tue, 6 Aug 2002 08:33:34 +1000 >From: Phil Homewood >To: rt-users@lists.fsck.com >Subject: Re: [rt-users] Q: mailloops w/ rt-2.0.13 > >Chris J. Mutter wrote: > > we get a mail loops when some spam-idiots send mail of the form > > > > From: bla@sil.at > > To: bla@sil.at > > > > where bla@sil.at is a forward to the tracker into the queue ``bla''. > >The bounce-detection should take care of this. Can you ensure >that the X-RT-Loop-Prevention header is present and correct in >the messages that are feeding back into RT? If it is, you've >found a bug; if not, something might be eating it along the way. > >IsRTAddress() in config.pm may also be of some help. >-- >Phil Homewood, Systems Janitor, www.snapgear.com >pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 >SnapGear - Custom Embedded Solutions and Security Appliances > > >--__--__-- > >Message: 11 >Date: Tue, 6 Aug 2002 11:07:22 +1000 >From: Teo de Hesselle >To: rt-users@lists.fsck.com >Subject: [rt-users] Crippling database performace > >Help! mysql is running like a dog every time RT performs this query: > >SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1 LEFT JOIN >Users as Users_2 ON Watch > >When would RT do this? How can I make this faster? > >Mysql shows: > >State: Copying to tmp table > >I really don't understand enough about RT or mysql to fix this by >myself.... > >-- >Teo de Hesselle, It's nice to be loved, >Unix Systems Administrator, but there's a lot to be >University of Technology, Sydney. said for terrified respect > > >--__--__-- > >Message: 12 >Date: Mon, 5 Aug 2002 19:26:05 -0700 (PDT) >From: Addison RT >To: rt-users >Subject: [rt-users] How to start RT in web interface > >--0-1417735686-1028600765=:44216 >Content-Type: text/plain; charset=us-ascii > > >Hi all, > >I spent more than two weeks to config the web interface. I failed to start >the web page of RT as : http://rt.addison1.addisonworld.com.us/rt2/ > >Can anyone give me a checklist of the related variables for the above >hostname & domain name in both 'config.pm' and 'httpd.conf'? > >Thanks. > >Addison > > > >--------------------------------- >Do You Yahoo!? >Yahoo! Health - Feel better, live better >--0-1417735686-1028600765=:44216 >Content-Type: text/html; charset=us-ascii > >

Hi all,

>

I spent more than two weeks to config the web interface. I failed to >start the web page of RT as : href="http://rt.addison1.addisonworld.com.us/rt2/">http://rt.addison1.addisonworld.com.us/rt2/

>

Can anyone give me a checklist of the related variables for the >above hostname & domain name in both 'config.pm' and >'httpd.conf'?

>

Thanks.

>

Addison


Do You Yahoo!?
>Yahoo! Health - Feel better, live >better >--0-1417735686-1028600765=:44216-- > > >--__--__-- > >Message: 13 >Date: Tue, 6 Aug 2002 10:32:10 +0200 (CEST) >From: Bruce Campbell >To: rt-users@lists.fsck.com >Subject: Re: [rt-users] Q: mailloops w/ rt-2.0.13 > >On Tue, 6 Aug 2002, Phil Homewood wrote: > > > Chris J. Mutter wrote: > > > we get a mail loops when some spam-idiots send mail of the form > > > > > > From: bla@sil.at > > > To: bla@sil.at > > > > > > where bla@sil.at is a forward to the tracker into the queue ``bla''. > > > > The bounce-detection should take care of this. Can you ensure > > that the X-RT-Loop-Prevention header is present and correct in > >Preservation of loop detection headers cannot always be counted upon, >although it makes loop detection _much_ easier. > >-- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations/Security > > > >--__--__-- > >Message: 14 >Date: Tue, 6 Aug 2002 12:55:54 +0300 >From: Odhiambo Washington >To: rt-users >Cc: rt_addison@yahoo.com >Subject: Re: [rt-users] How to start RT in web interface > >* Addison RT [20020806 05:30]: wrote: > > > > Hi all, > > > > I spent more than two weeks to config the web interface. > > I failed to start the web page of RT as : > http://rt.addison1.addisonworld.com.us/rt2/ > > > > Can anyone give me a checklist of the related variables for the > > above hostname & domain name in both 'config.pm' and 'httpd.conf'? > >Hello Addison, > > >Normally, you'd follow this tutorial: > >http://www.fsck.com/rtfm/article.html?id=2#94 > >..but in yor situation, you need to modify the zone file for >addisonworld.com.us to >have an entry for rt. > >rt.addison1 IN CNAME the_DNS_name_of_server_rt_is_running_on > ># ndc reload > > >That is one of the steps, obviously not the first. It was my last after I >configured everything. > >Running RT as http://rt.addison1.addisonworld.com.us/rt2/ would mean that >there is already a web server handling addison1.addisonworld.com.us, yes??? >Then I really don't see any point why you'd want /rt2. >Wait.. I am confused here. You can have either rt.domain.name or >domain.name/rt2 but not both at the same time (I guess). > >FIRST, your domain addisonworld.com.us _MUST_ be in DNS!! Right now it is >NOT!! > > >If you post the errors you get, then you can get more help. > > > > cheers > - wash >+----------------------------------+-----------------------------------------+ >Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | >http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | >GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI | >+---------------------------------+------------------------------------------+ >"Oh My God! They killed init! You Bastards!" > --from a /. post > >++ >``That Ariel Sharon. Boy, he sure is controversial. > Most Western countries would have to have a military coup > before they enjoyed a leader of that caliber.'' (Sydney Webb) > > > >--__--__-- > >_______________________________________________ >rt-users mailing list >rt-users@lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > > >End of rt-users Digest From cjm at terminal.sil.at Tue Aug 6 08:02:18 2002 From: cjm at terminal.sil.at (Chris J. Mutter) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Q: mailloops w/ rt-2.0.13 In-Reply-To: bruce_campbell's message of Tue, 06 Aug 2002 10:32:10 +0200. Message-ID: <200208061202.OAA02039@terminal.sil.at> hi bruce, others, > > > we get a mail loops when some spam-idiots send mail of the form > > > > > > From: bla@sil.at > > > To: bla@sil.at > > > > > > where bla@sil.at is a forward to the tracker into the queue ``bla''. > > > > The bounce-detection should take care of this. Can you ensure > > that the X-RT-Loop-Prevention header is present and correct in jup. the header is present and correct. > Preservation of loop detection headers cannot always be counted upon, > although it makes loop detection _much_ easier. seems so. so how cold i fix this problem? we get almost once a day spam with forged headers and its not so easy to restrict it via SMTP cause some users of rt also send themselves mails out with a role-acount's email address. we investigated the problem and found that the mail loop stops when we take out the ``requestor'' as ``watcher'' on those tickets.. but it takes some while to find out what is the _corrupt_ ticket. i think the problem is somewhere with the ``notify_all_watchers'' function of rt2 ... (as far as i know a requestor is also a watcher - but there should be a check within rt2 to prevent a loop here, or?) later, cjm -- SILVER SERVER \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ \\\\\\ \\ \ cjm@sil.at, cjm@enemy.org, neo@bsdger.org www.sil.at | www.enemy.org ** PGP-Key-ID: 0xA941452D | "Why are we hiding from the police, dad?" - --------------------------| "Because we use vi, son. They use Emacs". From bortzmeyer at nic.fr Tue Aug 6 09:24:29 2002 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Who is a requestor? In-Reply-To: <20020806102801.GC74639@ns2.wananchi.com> References: <20020806102801.GC74639@ns2.wananchi.com> Message-ID: <20020806132429.GA14366@nic.fr> On Tue, Aug 06, 2002 at 01:28:01PM +0300, Odhiambo Washington wrote a message of 41 lines which said: > I am trying to look for a way in which when a user creates a ticket via the web UI, > s/he should either > > 1. Be made to "Own" the ticket automatically, or > > 2. Be sent a Notify that s/he has a ticket (stupid, because they know it already) > > > Really stupid sounding but my web UI users seem to want this ;-) I believe that the FAQ does not let you much hope: >Are you taking into account that RT should never mail the person >performing the action? RT tries to be smart about this. E-mails are >not sent to the people taking the actions. When you reply to the >ticket, RT2 will not send you the reply since you are the one >performing the action, and therefore know about it. It will only >notify other users affected by that scrip. From bortzmeyer at nic.fr Tue Aug 6 09:33:10 2002 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Bug in email addresses parser? (Was: Still puzzled by user's rights [EUreg #2655] In-Reply-To: <20020724093806.GA8801@nic.fr> References: <20020724093806.GA8801@nic.fr> Message-ID: <20020806133310.GB14366@nic.fr> On Wed, Jul 24, 2002 at 11:38:06AM +0200, Stephane Bortzmeyer wrote a message of 43 lines which said: > Here, I sent a mail to a ticket and it was refused. ... > Subject: [EUreg #5] Whois server > From: " via RT" ... > Transaction: Permission Denied OK, the problem is apparently in the email addresses parsing (notice the lack of an user name before "via RT" above). Some messages are accepted, not all. For instance, this message was registered by RT: Subject: RE: [ecdiscuss] organization of eu-registry From: Joe Baptista To: Patrizio Menchetti Cc: Date: Thu, 1 Aug 2002 07:43:15 -0400 (EDT) while this one was not: Subject: Re: [ecdiscuss] [marine.chantreau@nic.fr: A washingtonpost.com article from: marine.chantreau@nic.fr] From: "Patrizio Menchetti" Reply-To: patrizio.menchetti@menchlaw.com To: ecdiscuss@ec-pop.org Date: Tue, 06 Aug 2002 13:20:38 +0200 I can only assume that the second syntax (with the quotes) for the From: address, while perfectly legal, was not recognized by RT. From smylers at gbdirect.co.uk Tue Aug 6 09:59:56 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Who is a requestor? In-Reply-To: <20020806132429.GA14366@nic.fr> Message-ID: Stephane Bortzmeyer wrote: > I believe that the FAQ does not let you much hope: > > > Are you taking into account that RT should never mail the person > > performing the action? But Wash said he was getting different behaviour between users mailing in new tickets and users creating them with the web UI. The above doesn't explain that, since it indicates that people's actions never mail themselves. But that would mean that Autoreply would never work. The above faq quote only applies to Notify actions; there's a bunch of grep() calls in RT::Action::Notify::SetRecipients() which remove the current user. For Autoreply actions all the recipients should be included all the time. [Caveat: The above was written from my understanding of the code (and because earlier today I had the urge to write something along the lines of what Stephane did until I realized I was wrong), but I've never actually used Autoreply for anything.] Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Tue Aug 6 10:02:58 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Bug in email addresses parser? (Was: Still puzzled by user's rights [EUreg #2655] In-Reply-To: <20020806133310.GB14366@nic.fr> Message-ID: Stephane Bortzmeyer wrote: > For instance, this message was registered by RT: > > Subject: RE: [ecdiscuss] organization of eu-registry > From: Joe Baptista > To: Patrizio Menchetti > Cc: > Date: Thu, 1 Aug 2002 07:43:15 -0400 (EDT) > > while this one was not: > > Subject: Re: [ecdiscuss] [marine.chantreau@nic.fr: A washingtonpost.com article from: marine.chantreau@nic.fr] > From: "Patrizio Menchetti" > Reply-To: patrizio.menchetti@menchlaw.com > To: ecdiscuss@ec-pop.org > Date: Tue, 06 Aug 2002 13:20:38 +0200 > > I can only assume that the second syntax (with the quotes) for the > From: address, while perfectly legal, was not recognized by RT. If a message has a Reply-To: header then its contents are used for identification purposes instead of the From: header. So in the second message's case there's just an e-mail address without a friendly name. But 'RT' should still recognize that, and round here it definitely does -- we have hundreds of such messages which have successfully entered our queues. Smylers -- GBdirect http://www.gbdirect.co.uk/ From mgoldman at engineering-geeks.net Tue Aug 6 11:55:46 2002 From: mgoldman at engineering-geeks.net (Michael Goldman) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] disable user creation Message-ID: <005d01c23d61$ba56d4d0$6601a8c0@Matrix> Hello, I was wondering if anyone has been able to find a way to disable the creation of a user when they submit a ticket or just in general. We recieve a lot of out side e-mail but do not want to allow them access to the system at all. Also this will help keep the users table smaller for our purposes. Using the newest release of rt 2.0.14 I believe Thank you, ------------------------------------------------------------------------ --------- Michael Goldman Advanced Services Charter Communications "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020806/05df34af/attachment.htm From smylers at gbdirect.co.uk Tue Aug 6 12:09:56 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] disable user creation In-Reply-To: <005d01c23d61$ba56d4d0$6601a8c0@Matrix> Message-ID: Michael Goldman wrote: > Hello, I was wondering if anyone has been able to find a way to > disable the creation of a user when they submit a ticket or just in > general. It isn't clear whether you want to prevent the ticket from being created or just not add the user to the system. When a ticket is to be created from an e-mail that e-mail message must be stored in the database and must have a valid user associated with it so as to mentain referential integrity. If you don't want anybody to be able to create tickets, then remove the group rights for 'Everybody', and simply gives these rights to the group of people you do want creating tickets. This will cause mail from 'outsiders' to bounce back to them with a 'permission denied' message. If you want anybody to be able to create tickets then anybody could end up in your user table. That's the way 'RT' works. > We recieve a lot of out side e-mail but do not want to allow them > access to the system at all. By definition creating a ticket (or being mailed correspondence) is accessing the system. If you merely mean that you don't want them to have web access, then that's simple enough: just don't give them passwords (which by default 'RT' doesn't do anyway). > Also this will help keep the users table smaller for our purposes. Do you have a particular reason for wanting a small users table? If you really want to have anybody able to create tickets but don't want them in the user table I guess you could use CanonicalizeAddress in config.pm to rewrite all non-allowed addresses to the same pseudo-address. That would only take up one row in the table. But I can't think why you'd want to. For a start, you wouldn't be able to tell who'd submitted a request. Smylers -- GBdirect http://www.gbdirect.co.uk/ From bgeraldo at sockeye.com Tue Aug 6 12:25:13 2002 From: bgeraldo at sockeye.com (Bolivar Geraldo) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Modifying the IfPriotiyExceeds ScripCondition Message-ID: <3D4FF869.C4F2E60D@sockeye.com> I would like to modify the IfPriotiyExceeds ScripCondition so that it also checks if the Ticket transaction performed was a Comment or Correspondence. The following is the conditional statement from actual code: if ($self->TicketObj->Priority > $self->Argument) { return(1); } else { return(undef); } I'm pretty sure all I need to do is add "OR" statement, but how to I test the type of Ticket transaction? Thanks for any help. -- Bolivar Geraldo (Junior) NOC Analyst From wash at wananchi.biz Tue Aug 6 12:42:21 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Who is a requestor? In-Reply-To: References: <20020806132429.GA14366@nic.fr> Message-ID: <20020806164221.GI59502@ns2.wananchi.com> * Smylers [20020806 17:06]: wrote: > Stephane Bortzmeyer wrote: > > > I believe that the FAQ does not let you much hope: > > > > > Are you taking into account that RT should never mail the person > > > performing the action? > > But Wash said he was getting different behaviour between users mailing > in new tickets and users creating them with the web UI. The above > doesn't explain that, since it indicates that people's actions never > mail themselves. The interesting thing is that these web UI users are saying that they used to get a mail in their mailbox when they created a ticket. I am not sure if I changed this by upgrading to 2.0.14 recently. I did make some changes, like abolishing all Global Scrips and assigning scrips on a per queue basis. One queue (the one they are using mostly) has all the scrips that I had used globally previously: 1. OnCreate AutoreplyToRequestors with template Autoreply 2. OnCreate NotifyAllWatchers with template Notify 3. OnCreate NotifyAdminCcs with template Transaction 4. OnCorrespond Notify-CORRESP/ATTACH-Requestor,Cc with template Correspondence 5. OnCorrespond NotifyOtherRecipients with template Correspondence 6. OnOwnerChange NotifyOwner with template Transaction 7. OnResolve NotifyRequestors with template Resolved 8. OnComment NotifyOtherRecipientsAsComment with template Correspondence Thanks guys for helping me agonize over this ;-) cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post ++ ``That Ariel Sharon. Boy, he sure is controversial. Most Western countries would have to have a military coup before they enjoyed a leader of that caliber.'' (Sydney Webb) From mgoldman at engineering-geeks.net Tue Aug 6 14:41:52 2002 From: mgoldman at engineering-geeks.net (Michael Goldman) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] disable user creation In-Reply-To: Message-ID: <007701c23d78$eedd0ff0$6601a8c0@Matrix> I guess I'm just use to the RT 1 way of handleing things, where anybody would submit a ticket but they wouldn't actually be placed into the users table. Basically the idea for having a small user table, is so we can search through it very quickly to add users and remove users as that becomes required. We are going to be using this for a ticket program for postmaster/hostmaster issues where we get around 10,000 e-mails a day (mostly spam, but none-the-less). Thank you. Michael From rich+rt at lafferty.ca Tue Aug 6 15:12:49 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] disable user creation In-Reply-To: <007701c23d78$eedd0ff0$6601a8c0@Matrix>; from mgoldman@engineering-geeks.net on Tue, Aug 06, 2002 at 02:41:52PM -0400 References: <007701c23d78$eedd0ff0$6601a8c0@Matrix> Message-ID: <20020806151249.B6458@lafferty.ca> On Tue, Aug 06, 2002 at 02:41:52PM -0400, Michael Goldman wrote: > I guess I'm just use to the RT 1 way of handleing things, where anybody > would submit a ticket but they wouldn't actually be placed into the > users table. Basically the idea for having a small user table, is so we > can search through it very quickly to add users and remove users as that > becomes required. > > We are going to be using this for a ticket program for > postmaster/hostmaster issues where we get around 10,000 e-mails a day > (mostly spam, but none-the-less). But that's how it's *meant* to work, with users being created automatically. They don't get any extra privileges -- a record of requestors has to go *somewhere*. Privileged users are always listed separately where possible to make management easy. You *don't* have to add users and remove users from the 10,000 if you don't want to. In other words, I don't understand why you think what RT does is incorrect (and I lean heavily toward it being correct). Perhaps you're solving the wrong problem, and need to put spamassassin or similar in front of RT? -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich@lafferty.ca -----------+----------------------------------------------- From pdh at snapgear.com Tue Aug 6 23:17:05 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Q: mailloops w/ rt-2.0.13 In-Reply-To: <200208061202.OAA02039@terminal.sil.at> References: <200208061202.OAA02039@terminal.sil.at> Message-ID: <20020807031705.GJ456@luggage> Chris J. Mutter wrote: > > > The bounce-detection should take care of this. Can you ensure > > > that the X-RT-Loop-Prevention header is present and correct in > > jup. the header is present and correct. OK. You have a bug. (I assume you checked the email as received by RT, not as sent?) > i think the problem is somewhere with the ``notify_all_watchers'' function > of rt2 ... (as far as i know a requestor is also a watcher - but there > should be a check within rt2 to prevent a loop here, or?) Well, as a kind of workaround, you could grab Bruce's AutoReplySquelch ScripAction from the contrib area and use it in place of Autoreply; but that's just hiding the bug. We really need to know why RT is sending out email in response to an email containing a correct X-RT-Loop-Prevention header. Can you grab the full headers from the message as seen by RT, and run them through "cat -e"? (Someone recently reported extraneous spaces at the end of header fields; this could cause your problem. See http://lists.fsck.com/pipermail/rt-devel/2002-July/002482.html for a patch, but once again, this is a kluge, we really should work out what's putting spaces there -- if this /is/ your problem. Jesse: Is it worth adding Gavin's one line patch (URL above) to the core as a kind of "safety net" while this issue is causing problems? -- Phil Homewood, Systems Janitor, www.snapgear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From sven.sternberger at desy.de Wed Aug 7 06:55:45 2002 From: sven.sternberger at desy.de (Sven Sternberger) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] Bug/problem in 2.0.14 with PerlFreshRestart! Message-ID: <1028717746.27175.61.camel@zitpcx3298> Hi! I installed last weekend, 2.0.14 and Mason1.1201 and get a lot of troubles. The problem is that i couldn?t authentificate in RT, if I turned off "PerlFreshRestart". I get the login mask, but after submit, nothings happend, not even a message about incorrect password/login If I enable it, i come into trouble with my installation. I run two independant RT installations on the machine. But when I turn on "PerlFreshRestart" the second instance, shows an error message and in the log I could read This works in 2.0.13 with Mason 1.05. My quick solution was to downgrade to Mason 1.0.5. Something I don?t understand is that when I installed Mason1.1201 and run the CPAN-Shell and let me show with r all outdated modeules, there was Mason::Apache::Handler, when I tried to force the install, the CPAN module automically downgrades to Mason1.0.5 bye -- Sven Sternberger Tel.: +49 (0) 40 8998 4397 Desy Email: sven.sternberger@desy.de Notkestr. 85 D-22607 Hamburg From christopher_a_watson at hotmail.com Wed Aug 7 08:13:31 2002 From: christopher_a_watson at hotmail.com (Chris Watson) Date: Sun Apr 11 16:10:35 2004 Subject: [rt-users] cc On Change of Queue Message-ID: Lets say I have two queues, called general and tetra. There is a watcher on general, and a ticket comes than should really be queued in tetra queue. If the ticket is moved, the cc or watcher on the queue tetra doesn't find out that a ticket has been logged under the tetra queue. Could anyone point me in the direction of a resolution to this problem please? Thanks Chris _________________________________________________________________ MSN Photos is the easiest way to share and print your photos: http://photos.msn.com/support/worldwide.aspx From maniezhilan at naturesoft.net Wed Aug 7 11:45:12 2002 From: maniezhilan at naturesoft.net (maniezhilan) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Script Requirements Message-ID: <3D514088.E7C2B398@naturesoft.net> Hi all, Can anybody help me out, in this issue? What is the minimum scrip required for the normal operation of RT. With Regards, Mani -------------- next part -------------- An embedded message was scrubbed... From: Smylers Subject: Re: [rt-users] disable user creation Date: Tue, 6 Aug 2002 17:09:56 +0100 (BST) Size: 4454 Url: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020807/d6bff2d3/attachment.mht From smylers at gbdirect.co.uk Wed Aug 7 08:34:02 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] cc On Change of Queue In-Reply-To: Message-ID: Chris Watson wrote: > ... If the ticket is moved ... You were _so_ close with the subject of the mail. The action you want is OnQueueChange. Search the archives and/or contrib for it. > Could anyone point me in the direction of a resolution to this problem > please? Once you've got the action you can create scrips using it like you would for any other action. Smylers -- GBdirect http://www.gbdirect.co.uk/ From bortzmeyer at nic.fr Wed Aug 7 09:21:55 2002 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Bug in email addresses parser? (Was: Still puzzled by user's rights [EUreg #2655] In-Reply-To: References: <20020806133310.GB14366@nic.fr> Message-ID: <20020807132155.GB25492@nic.fr> On Tue, Aug 06, 2002 at 03:02:58PM +0100, Smylers wrote a message of 40 lines which said: > If a message has a Reply-To: header then its contents are used for > identification purposes instead of the From: header. Fair enough. > message's case there's just an e-mail address without a friendly name. > But 'RT' should still recognize that, and round here it definitely does > queues. But it does not :-( From khera at kcilink.com Wed Aug 7 10:05:12 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Bug/problem in 2.0.14 with PerlFreshRestart! In-Reply-To: <1028717746.27175.61.camel@zitpcx3298> References: <1028717746.27175.61.camel@zitpcx3298> Message-ID: <15697.10520.555931.515283@onceler.kciLink.com> >>>>> "SS" == Sven Sternberger writes: SS> Something I don?t understand is that when I installed Mason1.1201 SS> and run the CPAN-Shell and let me show with r all outdated modeules, SS> there was Mason::Apache::Handler, when I tried to force the install, the SS> CPAN module automically downgrades to Mason1.0.5 If you look at the output of the "r" command, you'll see the version numbers. Numerically, the one in 1.05 is "newer" than the one in 1.1201. There is a discussion about this on the mason devel list. There is no good solution today for it. From bruce_campbell at ripe.net Wed Aug 7 10:24:58 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Bug/problem in 2.0.14 with PerlFreshRestart! In-Reply-To: <15697.10520.555931.515283@onceler.kciLink.com> Message-ID: On Wed, 7 Aug 2002, Vivek Khera wrote: > >>>>> "SS" =3D=3D Sven Sternberger writes: > > SS> Something I don=B4t understand is that when I installed Mason1.1201 > SS> and run the CPAN-Shell and let me show with r all outdated modeules, > SS> there was Mason::Apache::Handler, when I tried to force the install, = the > SS> CPAN module automically downgrades to Mason1.0.5 > > If you look at the output of the "r" command, you'll see the version > numbers. Numerically, the one in 1.05 is "newer" than the one in > 1.1201. There is a discussion about this on the mason devel list. > There is no good solution today for it. Apart from the Mason developers releasing the intended '1.12.01', rather than the broken version numbering '1.1201'. Theres a lot in a dot. Regards, --=20 Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From christopher_a_watson at hotmail.com Wed Aug 7 11:48:00 2002 From: christopher_a_watson at hotmail.com (Chris Watson) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] cc On Change of Queue Message-ID: Thanks, this has solved the problem. >You were _so_ close with the subject of the mail. The action you want >is OnQueueChange. Search the archives and/or contrib for it. _________________________________________________________________ Join the world’s largest e-mail service with MSN Hotmail. http://www.hotmail.com From Dave.Ewart at cancer.org.uk Wed Aug 7 11:50:01 2002 From: Dave.Ewart at cancer.org.uk (Dave Ewart) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Apache authentication, then RT authentication? Message-ID: <20020807155001.GM10334@nemesis.ox.icnet.uk> Found something odd ... I re-configured RT and Apache so that $WebExternalAuth was set and created a local password file for Apache to use. Restarted Apache etc. This is what happens: 1. Open http://.../rt2/ and receive popup browser password prompt as expected; 2. On entering username/password correctly, I get dumped at the RT login screen - asking for username and password as it used to before I enable $WebExternalAuth. (RT works normally once entering after entering this username/password BTW) Why does (2) happen? Doesn't the use of $WebExternalAuth negate the need for the RT login and password? I edited the code in WebRT/html/Elements/Header to show the value of REMOTE_USER and it is definitely set to the right value. What's gone wrong? I am using version 2.0.11 which has been tweaked a little, but not in any way that I would have thought would cause the above behaviour. Any hints? Dave. -- Dave Ewart Dave.Ewart@cancer.org.uk Computing Manager, Epidemiology Unit, Oxford Cancer Research UK PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 From christopher_a_watson at hotmail.com Wed Aug 7 11:58:56 2002 From: christopher_a_watson at hotmail.com (Chris Watson) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] tickets keep being created in general queue Message-ID: I think I have done enough to get tickets created in a queue called webblocker but they end up in general. I have; create q and configged the addresses. added appropriate alias (postfix & rt-mailgate) in /etc/aliases, newaliases, restart. global|group|everyone create-ticket created. But they end in general, and the autoreply comes from general also. Any ideas? _________________________________________________________________ Send and receive Hotmail on your mobile device: http://mobile.msn.com From iypoon at mail.com Wed Aug 7 12:53:30 2002 From: iypoon at mail.com (Crazy Diamond) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] having trouble logging into RT system Message-ID: <20020807165330.94223.qmail@mail.com> Who is the default user/administrator for the RT system? I think i might have screwed something up when i didn't initially provide a password for rt_user during the makefile install. And is there any way to fix it by manually adding a new user to the database? -- __________________________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 From mcox at latte.harvard.edu Wed Aug 7 13:34:07 2002 From: mcox at latte.harvard.edu (Matthew P. Cox) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Better error message for denied postings Message-ID: <1028741647.3063.20.camel@memnoch.fas.harvard.edu> I'm in a situation where a good number of my supported users have more than one (valid) email addresses that they use from their workstation. What is happening is that they submit a request with one address and then attempt to reply from another. When that fails they open a new request. Since I don't have them time to attempt to stamp out multiple addresses on every Windows box: I'm trying to pass back a more descriptive error message than "Permission Denied" to the user. I've spent some time going through the various RT libraries, but as I don't have a good understanding of RT's inner workings: I've been unable to determine which "Permission Denied" message is the correct one to change. Can anyone point me in the right direction? TIA, Matt -- Matthew Cox System Administrator / Programmer Harvard-MIT Data Center Harvard University mcox@latte.harvard.edu (617) 384-9253 From mmoorcroft at mail.arc.nasa.gov Wed Aug 7 13:39:22 2002 From: mmoorcroft at mail.arc.nasa.gov (Mark Moorcroft) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] OSX Server Message-ID: I posted a couple of weeks ago about getting RT running under OSX Server. We are still battling with getting Apache2, mod_perl, php and friends compiled under OSX. The scuttlebutt on usenet seems to be that nobody has this working. There are lots of complaints and questions, but no real solutions. I am just wondering if anyone on this list is actually running RT on OSX? --MM -- ****************************************** Mark Moorcroft Macintosh Systems Administrator ELORET Corp. NASA Ames Research Center Moffet Field, CA 94035-1000 M/S 234-1 Phone: 650-604-4784 Fax: 650-604-0487 mailto:mmoorcroft@mail.arc.nasa.gov http://www.eloret.com/ ****************************************** From mbates at gci.net Wed Aug 7 13:58:31 2002 From: mbates at gci.net (Mike Bates) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Installing RT on Oracle Message-ID: <5.1.1.6.2.20020807095747.00b97b50@email.alaska.edu> The documentation talks about using Oracle, are there any directions for doing an installation on Oracle?? Thanks Mike -- Michael W. Bates Fairbanks, AK 99708 Email: mailto:mbates@gci.net From iypoon at mail.com Wed Aug 7 13:52:15 2002 From: iypoon at mail.com (Crazy Diamond) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] having trouble logging into RT system Message-ID: <20020807175215.11408.qmail@mail.com> Who is the default user/administrator for the RT system? I think i might have screwed something up when i didn't initially provide a password for rt_user during the makefile install. And is there any way to fix it by manually adding a new user to the database? Also, does anyone have a demo of RT up that people can take a look at? I actually want to see if installing this pain in the arse is actually worth it :) (looks real nice in the screenshots though) -- __________________________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 From iypoon at mail.com Wed Aug 7 14:14:27 2002 From: iypoon at mail.com (Crazy Diamond) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] having trouble logging into RT system Message-ID: <20020807181427.40275.qmail@mail.com> Unfortunately, that didn't work... Is there anyway to manually add users? Is the default user rt_user? ----- Original Message ----- From: Glenn Sieb Date: Wed, 07 Aug 2002 14:07:13 -0400 To: "Crazy Diamond" Subject: Re: [rt-users] having trouble logging into RT system > Try root with no password. > > G. > > On 12:52 PM 8/7/2002 -0500, Crazy Diamond wrote: > >Who is the default user/administrator for the RT system? I think i might > >have screwed something up when i didn't initially provide a password for > >rt_user during the makefile install. And is there any way to fix it by > >manually adding a new user to the database? > > > >Also, does anyone have a demo of RT up that people can take a look at? I > >actually want to see if installing this pain in the arse is actually worth > >it :) (looks real nice in the screenshots though) > >-- > >__________________________________________________________ > >Sign-up for your own FREE Personalized E-mail at Mail.com > >http://www.mail.com/?sr=signup > > > >Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. > >http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 > > > > > >_______________________________________________ > >rt-users mailing list > >rt-users@lists.fsck.com > >http://lists.fsck.com/mailman/listinfo/rt-users > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > --- > Glenn E. Sieb > System Administrator > Lumeta Corporation > +1 732 357-3514 (V) > +1 732 564-0731 (Fax) > > -- __________________________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 From rick.rezinas at qsent.com Wed Aug 7 14:23:50 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] having trouble logging into RT system In-Reply-To: <20020807181427.40275.qmail@mail.com> References: <20020807181427.40275.qmail@mail.com> Message-ID: <20020807182350.GQ21366@yeti.qsent.com> root/password I think On Wed, 07 Aug 2002, Crazy Diamond wrote: > Unfortunately, that didn't work... Is there anyway to manually add users? Is the default user rt_user? > > > ----- Original Message ----- > From: Glenn Sieb > Date: Wed, 07 Aug 2002 14:07:13 -0400 > To: "Crazy Diamond" > Subject: Re: [rt-users] having trouble logging into RT system > > > > Try root with no password. > > > > G. > > > > On 12:52 PM 8/7/2002 -0500, Crazy Diamond wrote: > > >Who is the default user/administrator for the RT system? I think i might > > >have screwed something up when i didn't initially provide a password for > > >rt_user during the makefile install. And is there any way to fix it by > > >manually adding a new user to the database? > > > > > >Also, does anyone have a demo of RT up that people can take a look at? I > > >actually want to see if installing this pain in the arse is actually worth > > >it :) (looks real nice in the screenshots though) > > >-- > > >__________________________________________________________ > > >Sign-up for your own FREE Personalized E-mail at Mail.com > > >http://www.mail.com/?sr=signup > > > > > >Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. > > >http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 > > > > > > > > >_______________________________________________ > > >rt-users mailing list > > >rt-users@lists.fsck.com > > >http://lists.fsck.com/mailman/listinfo/rt-users > > > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > --- > > Glenn E. Sieb > > System Administrator > > Lumeta Corporation > > +1 732 357-3514 (V) > > +1 732 564-0731 (Fax) > > > > > > -- > __________________________________________________________ > Sign-up for your own FREE Personalized E-mail at Mail.com > http://www.mail.com/?sr=signup > > Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. > http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From bruce_campbell at ripe.net Wed Aug 7 14:29:16 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] having trouble logging into RT system In-Reply-To: <20020807175215.11408.qmail@mail.com> Message-ID: On Wed, 7 Aug 2002, Crazy Diamond wrote: > Who is the default user/administrator for the RT system? I think i might > have screwed something up when i didn't initially provide a password for > rt_user during the makefile install. And is there any way to fix it by > manually adding a new user to the database? The 'rt_user' is the username that RT presents to your SQL server. If you did not set a password for rt_user, be sure to have a blank string ('') in config.pm's mention of '$DatabasePassword'. In RT itself, users and passwords are completely seperate to any other usernames and passwords that you may have, and also different from SQL usernames and password. By default, there is one useful user created, being 'root' with a password of 'password'. Once you've logged into RT using this, you can add other RT users. > Also, does anyone have a demo of RT up that people can take a look at? I > actually want to see if installing this pain in the arse is actually > worth it :) (looks real nice in the screenshots though) -- http://www.fsck.com/rt2/ with a username and password of 'guest'. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Wed Aug 7 14:32:55 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Installing RT on Oracle In-Reply-To: <5.1.1.6.2.20020807095747.00b97b50@email.alaska.edu> Message-ID: On Wed, 7 Aug 2002, Mike Bates wrote: > The documentation talks about using Oracle, are there any directions for > doing an installation on Oracle?? Paging Bryon O'Brien. Oracle installation help needed in aisle #23 ;) In recent (June) mail this chap admits to having gotten RT (mostly?) working with Solaris and Oracle 9i. As I understand it, you'll need to create the tables manually, but everything else should be fine. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Wed Aug 7 14:38:46 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] OSX Server In-Reply-To: Message-ID: On Wed, 7 Aug 2002, Mark Moorcroft wrote: > I posted a couple of weeks ago about getting RT running under OSX > Server. We are still battling with getting Apache2, mod_perl, php and > friends compiled under OSX. The scuttlebutt on usenet seems to be > that nobody has this working. There are lots of complaints and > questions, but no real solutions. I am just wondering if anyone on > this list is actually running RT on OSX? You may wish to install portions of fink (fink.sourceforge.net), at least for apache installation. We're finding it useful for our xserv, although RT is not going to be running on it. Cute-looking case though. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Wed Aug 7 14:42:22 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Better error message for denied postings In-Reply-To: <1028741647.3063.20.camel@memnoch.fas.harvard.edu> Message-ID: On 7 Aug 2002, Matthew P. Cox wrote: > I'm in a situation where a good number of my supported users have more > than one (valid) email addresses that they use from their workstation. > > Since I don't have them time to attempt to stamp out multiple addresses > on every Windows box: I'm trying to pass back a more descriptive error > message than "Permission Denied" to the user. Perhaps the question is 'why are they getting Permission denied'? In the suggested RT installation, the group 'Everyone' has permission to Create and to Reply to Tickets (to be applied per queue), so it doesn't matter if they use an alternative email address (apart from getting a copy back). This is dealt with in Configuration->Queues->name of queue->Groups . -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Wed Aug 7 14:44:17 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] tickets keep being created in general queue In-Reply-To: Message-ID: On Wed, 7 Aug 2002, Chris Watson wrote: > I think I have done enough to get tickets created in a queue called > webblocker but they end up in general. > > I have; > create q and configged the addresses. > added appropriate alias (postfix & rt-mailgate) in /etc/aliases, newaliases, > restart. > global|group|everyone create-ticket created. > > But they end in general, and the autoreply comes from general also. Could you quote (to the list) the aliases for both your 'general' and 'weblocker' queues? I suspect that you've copied and pasted the rt-mailgate line for general, but neglected to change the argument to --queue to point to the right queue. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From rich+rt at lafferty.ca Wed Aug 7 14:50:38 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Better error message for denied postings In-Reply-To: <1028741647.3063.20.camel@memnoch.fas.harvard.edu>; from mcox@latte.harvard.edu on Wed, Aug 07, 2002 at 01:34:07PM -0400 References: <1028741647.3063.20.camel@memnoch.fas.harvard.edu> Message-ID: <20020807145038.A29960@lafferty.ca> On Wed, Aug 07, 2002 at 01:34:07PM -0400, Matthew P. Cox wrote: > I'm in a situation where a good number of my supported users have more > than one (valid) email addresses that they use from their workstation. > What is happening is that they submit a request with one address and > then attempt to reply from another. When that fails they open a new > request. Hrm, why don't you allow them to reply from another? It'll still go into the same ticket. Just grant the ReplyToTicket privilege to Everyone. We do that (and CommentOnTicket!) and have never had toes stepped on because of it. Cheers, -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich@lafferty.ca -----------+----------------------------------------------- From andy at petdance.com Wed Aug 7 14:46:17 2002 From: andy at petdance.com (Andy Lester) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Importing from Mantis Message-ID: <20020807184617.GA15373@petdance.com> I just made the switch from Mantis (mantisbt.sf.net) to RT, and I'm loving RT more and more every day. To switch over, I had to write a convert script which I present below. Use it as you like. xoxo, Andy #!/usr/bin/perl -w #$Id: import-mantis,v 1.18 2002/08/02 01:51:19 alester Exp $ # import-mantis # Created by: Andy Lester # Hacked from Jesse's import-gnats script # # Please go thru and change all the values to what's appropriate. use strict; use Carp qw( cluck confess ); my $EMAILDOMAIN = "flr.follett.com"; # user_id@EMAILDOMAIN for missing RT1 emails my $DEFAULTQUEUE = 'general'; # Qeuue to put tickets from deleted queues in. # IF YOU DO NOT SET THE ABOVE VALUE TO A VALID QUEUE NAME, YOUR IMPORT WILL # FAIL AND YOU'LL BE REALLY REALLY UNHAPPY. # Mantis DB variables my $dbname = "bugtracker"; my $dbuser = "root"; my $dbpass = "fish"; my $Debug = 1; our %mantis_name_by_id; # Replace this with the path to your RT lib directory use lib "/usr/local/rt2/lib/"; # Replace this with the path to your RT etc directory use lib "/usr/local/rt2/etc/"; use Data::Dumper; use RT::Interface::CLI qw( CleanEnv LoadConfig DBConnect GetCurrentUser GetMessageContent ); use Date::Format; use MIME::Entity; use Mail::Internet; use MIME::Parser; use RT::User; use RT::Queue; use RT::Ticket; use RT::Transaction; warn "Loaded modules\n"; #Clean out all the nasties from the environment CleanEnv(); warn "CleanEnv() done\n"; #Load etc/config.pm and drop privs LoadConfig(); warn "LoadConfig() done\n"; # This is an inlined version of RT::Init(). # Calling RT::Init() would lock up, but pulling the guts out here # worked. I don't know why. use RT; #Get a database connection $RT::Handle = new RT::Handle($RT::DatabaseType); $RT::Handle->Connect(); #RT's system user is a genuine database user. its id lives here $RT::SystemUser = new RT::CurrentUser(); $RT::SystemUser->LoadByName('RT_System'); #RT's "nobody user" is a genuine database user. its ID lives here. $RT::Nobody = new RT::CurrentUser(); $RT::Nobody->LoadByName('Nobody'); warn "Did DBConnect();\n"; # Mantis-specific handle our $dbh = DBI->connect( "DBI:mysql:host=localhost;database=$dbname", $dbuser, $dbpass, {PrintError => 0, RaiseError => 1} ); warn "Created Mantis DBH\n"; # Returns a queue object based on a Mantis project name sub get_queue { my $name = shift; my $queue = new RT::Queue($RT::SystemUser); $queue->Load($name); my ($val,$msg); unless ($queue->Id) { ($val, $msg) = $queue->Create( Name => $name, Description => $name . " imported from Mantis", CorrespondAddress => $name.'@'. $EMAILDOMAIN ); warn "Fired up the RT queue $name\n"; } unless ($queue->Id) { die "Couldn't create a queue called '$name'\n$msg"; } return $queue; } IMPORT_USERS: { my $sql = q{ select id, username, email from mantis_user_table }; my $sth = $dbh->prepare( $sql ) or die; $sth->execute() or die; my $root = new RT::User($RT::SystemUser); $root->Load('root'); while ( my $row = $sth->fetchrow_hashref ) { my $name = $row->{username}; my $result = $root->Create( Name => $name, RealName => $name, Gecos => $name, EmailAddress => $row->{email}, Privileged => 1, ); $mantis_name_by_id{ $row->{id} } = $name; warn "Created $name: $result\n"; } $sth->finish; } # Import all the top-level bugs IMPORT_BUGS: { my $sql = q{ select B.*, T.*, P.name as project_name from mantis_bug_table B, mantis_bug_text_table T, mantis_project_table P where B.id = T.id and P.id = B.project_id order by B.id }; my $sth = $dbh->prepare( $sql ) or die; $sth->execute() or die; while ( my $row = $sth->fetchrow_hashref ) { my $ticket = bug_to_ticket( $row ); } $sth->finish; } # Import all the notes IMPORT_NOTES: { my $sql = q{ select * from mantis_bugnote_table N, mantis_bugnote_text_table T where N.id = T.id order by bug_id }; my $sth = $dbh->prepare( $sql ) or die; $sth->execute() or die; while ( my $row = $sth->fetchrow_hashref ) { my $id = $row->{bug_id}; my $ticket = new RT::Ticket( $RT::SystemUser ); if ( $ticket->Load( $id ) ) { my $email = username_from_mantis_id( $row->{reporter_id} ); add_comment( $ticket, $email, $row->{note}, $row->{date_submitted} ); warn "Attached to bug $id\n"; } else { warn "***>>> Couldn't load $id"; } } $sth->finish; } sub bug_to_ticket { my $bug = shift; my $queue = get_queue( $bug->{project_name} ); my $ticket = new RT::Ticket( $RT::SystemUser ); my $status = status_convert( $bug->{status} ); my ($id,$error); { # Needed a more verbose dump if anything went wrong here. local $SIG{__WARN__} = \&confess; ($id,$error) = $ticket->Import( id => $bug->{id}, Subject => clean( $bug->{summary} ), Queue => $queue->id, Priority => $bug->{priority}, Status => $status, ); } warn $error unless $id; warn "Created ticket #$id as $status\n" if $id; my $email = username_from_mantis_id( $bug->{reporter_id} ); for my $field ( qw( description steps_to_reproduce additional_information ) ) { my $text = $bug->{$field}; if ( $text ) { my $header = ucfirst $field; $header =~ s/_/ /g; add_comment( $ticket, $email, "$header:\n$text", $bug->{date_submitted} ); warn " Added $header\n"; } } warn " \n"; return $ticket; } sub add_comment { my $ticket = shift; my $email = shift; my $text = shift; my $date = shift; $text = clean( $text ); # Squeeze the user info into the top of the text my $mime = MIME::Entity->build( Data => "From: $email\nDate: $date\n$text" ); $ticket->Comment( MIMEObj => $mime ); } sub username_from_mantis_id { my $mantis_id = shift; return $mantis_name_by_id{ $mantis_id } || "Unknown Mantis user #$mantis_id"; } # Undo all the goofy stuff that Mantis does with its text fields. sub clean { my $str = shift; $str =~ s/<//g; $str =~ s/"/"/g; $str =~ s/&/\&/g; # The order of translation is important here. $str =~ s/\\\\/\\/g; $str =~ s/\\'/'/g; $str =~ s/\\"/"/g; return $str; } #$g_access_levels_enum_string = "10:viewer,25:reporter,40:updater,55:developer,70:manager,90:administrator"; #$g_project_status_enum_string = "10:development,30:release,50:stable,70:obsolete"; #$g_priority_enum_string = "10:none,20:low,30:normal,40:high,50:urgent,60:immediate"; #$g_severity_enum_string = "10:feature,20:trivial,30:text,40:tweak,50:minor,60:major,70:crash,80:block"; #$g_reproducibility_enum_string = "10:always,30:sometimes,50:random,70:have not tried,90:unable to duplicate,100:N/A"; #$g_status_enum_string = "10:new,20:feedback,30:acknowledged,40:confirmed,50:assigned,80:resolved,90:closed"; #$g_resolution_enum_string = "10:open,20:fixed,30:reopened,40:unable to duplicate,50:not fixable,60:duplicate,70:not a bug,80:suspended,90:won't fix"; sub status_convert { my $status = shift; my %map = ( 10 => 'new', 20 => 'open', 30 => 'open', 40 => 'open', 50 => 'open', 80 => 'resolved', 90 => 'resolved', ); return $map{$status} or die "Unknown status \"$status\""; } -- 'Andy Lester andy@petdance.com Programmer/author petdance.com Daddy parsley.org/quinn Jk'=~/.+/s;print((split//,$&) [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"]) From bruce_campbell at ripe.net Wed Aug 7 15:01:06 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Bug in email addresses parser? (Was: Still puzzled by user's rights [EUreg #2655] In-Reply-To: <20020807132155.GB25492@nic.fr> Message-ID: On Wed, 7 Aug 2002, Stephane Bortzmeyer wrote: > On Tue, Aug 06, 2002 at 03:02:58PM +0100, > Smylers wrote > a message of 40 lines which said: > > > message's case there's just an e-mail address without a friendly name. > > But 'RT' should still recognize that, and round here it definitely does > > queues. > > But it does not :-( Hrm, I must admit to being slightly disturbed by an RT installaion that accepts mails from Joe, but not other people. You may wish to provide more detailed information in order to get this resolved, or contact myself off list if this is not possible in a public forum. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From iypoon at mail.com Wed Aug 7 15:01:35 2002 From: iypoon at mail.com (Crazy Diamond) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Better error message for denied postings Message-ID: <20020807190135.69655.qmail@mail.com> Unfortunately root/password doesn't work as a username/password either :( Know any way to fix this? You're talking about the RT login webpage right? The fact that i can access the RT system via web means that my mysql database is working correctly right? Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it! ----- Original Message ----- From: Bruce Campbell Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST) To: RT Users Mailing List Subject: Re: [rt-users] Better error message for denied postings > On 7 Aug 2002, Matthew P. Cox wrote: > > > I'm in a situation where a good number of my supported users have more > > than one (valid) email addresses that they use from their workstation. > > > > Since I don't have them time to attempt to stamp out multiple addresses > > on every Windows box: I'm trying to pass back a more descriptive error > > message than "Permission Denied" to the user. > > Perhaps the question is 'why are they getting Permission denied'? In the > suggested RT installation, the group 'Everyone' has permission to Create > and to Reply to Tickets (to be applied per queue), so it doesn't matter if > they use an alternative email address (apart from getting a copy back). > > This is dealt with in Configuration->Queues->name of queue->Groups . > > -- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations/Security > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- __________________________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 From iypoon at mail.com Wed Aug 7 15:03:54 2002 From: iypoon at mail.com (Crazy Diamond) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Better error message for denied postings Message-ID: <20020807190354.71613.qmail@mail.com> Unfortunately root/password doesn't work as a username/password either :( Know any way to fix this? You're talking about the RT login webpage right? The fact that i can access the RT system via web means that my mysql database is working correctly right? Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it! ----- Original Message ----- From: Bruce Campbell Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST) To: RT Users Mailing List Subject: Re: [rt-users] Better error message for denied postings > On 7 Aug 2002, Matthew P. Cox wrote: > > > I'm in a situation where a good number of my supported users have more > > than one (valid) email addresses that they use from their workstation. > > > > Since I don't have them time to attempt to stamp out multiple addresses > > on every Windows box: I'm trying to pass back a more descriptive error > > message than "Permission Denied" to the user. > > Perhaps the question is 'why are they getting Permission denied'? In the > suggested RT installation, the group 'Everyone' has permission to Create > and to Reply to Tickets (to be applied per queue), so it doesn't matter if > they use an alternative email address (apart from getting a copy back). > > This is dealt with in Configuration->Queues->name of queue->Groups . > > -- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations/Security > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- __________________________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 From iypoon at mail.com Wed Aug 7 15:04:08 2002 From: iypoon at mail.com (Crazy Diamond) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Better error message for denied postings Message-ID: <20020807190408.71828.qmail@mail.com> Unfortunately root/password doesn't work as a username/password either :( Know any way to fix this? You're talking about the RT login webpage right? The fact that i can access the RT system via web means that my mysql database is working correctly right? Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it! ----- Original Message ----- From: Bruce Campbell Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST) To: RT Users Mailing List Subject: Re: [rt-users] Better error message for denied postings > On 7 Aug 2002, Matthew P. Cox wrote: > > > I'm in a situation where a good number of my supported users have more > > than one (valid) email addresses that they use from their workstation. > > > > Since I don't have them time to attempt to stamp out multiple addresses > > on every Windows box: I'm trying to pass back a more descriptive error > > message than "Permission Denied" to the user. > > Perhaps the question is 'why are they getting Permission denied'? In the > suggested RT installation, the group 'Everyone' has permission to Create > and to Reply to Tickets (to be applied per queue), so it doesn't matter if > they use an alternative email address (apart from getting a copy back). > > This is dealt with in Configuration->Queues->name of queue->Groups . > > -- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations/Security > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- __________________________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 From bruce_campbell at ripe.net Wed Aug 7 15:07:57 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Who is a requestor? In-Reply-To: <20020806164221.GI59502@ns2.wananchi.com> Message-ID: On Tue, 6 Aug 2002, Odhiambo Washington wrote: > * Smylers [20020806 17:06]: wrote: > > Stephane Bortzmeyer wrote: > > > I believe that the FAQ does not let you much hope: > > > > Are you taking into account that RT should never mail the person > > > > performing the action? > > But Wash said he was getting different behaviour between users mailing > > in new tickets and users creating them with the web UI. The above > > doesn't explain that, since it indicates that people's actions never > > mail themselves. > > The interesting thing is that these web UI users are saying that they used > to get a mail in their mailbox when they created a ticket. I am not sure > if I changed this by upgrading to 2.0.14 recently. I did make some changes, Certainly when someone creates a ticket via the WebUI, they'll get an autoreply (if they have an email address associated with their User), but they won't get a copy of the messages that is sent to the AdminCcs (assuming that they are an AdminCc for that queue). I'd check to see if your Users have Email addresses. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From iypoon at mail.com Wed Aug 7 15:21:42 2002 From: iypoon at mail.com (Crazy Diamond) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] having trouble logging into RT system Message-ID: <20020807192142.96282.qmail@mail.com> Ooops, i replied to the wrong post: Unfortunately root/password doesn't work as a username/password either :( Know any way to fix this? You're talking about the RT login webpage right? The fact that i can access the RT system via web means that my mysql database is working correctly right? Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it! ----- Original Message ----- From: Bruce Campbell Date: Wed, 7 Aug 2002 20:29:16 +0200 (CEST) To: rt-users@lists.fsck.com Subject: Re: [rt-users] having trouble logging into RT system > On Wed, 7 Aug 2002, Crazy Diamond wrote: > > > Who is the default user/administrator for the RT system? I think i might > > have screwed something up when i didn't initially provide a password for > > rt_user during the makefile install. And is there any way to fix it by > > manually adding a new user to the database? > > The 'rt_user' is the username that RT presents to your SQL server. If you > did not set a password for rt_user, be sure to have a blank string ('') in > config.pm's mention of '$DatabasePassword'. > > In RT itself, users and passwords are completely seperate to any other > usernames and passwords that you may have, and also different from SQL > usernames and password. By default, there is one useful user created, > being 'root' with a password of 'password'. > > Once you've logged into RT using this, you can add other RT users. > > > Also, does anyone have a demo of RT up that people can take a look at? I > > actually want to see if installing this pain in the arse is actually > > worth it :) (looks real nice in the screenshots though) -- > > http://www.fsck.com/rt2/ with a username and password of 'guest'. > > -- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations/Security > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- __________________________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join. http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59 From josh at saratoga.lib.ny.us Wed Aug 7 16:16:14 2002 From: josh at saratoga.lib.ny.us (Josh Kuperman) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Using RT w/ Perl::Mason on Cobalt with Virtual Host Message-ID: <20020807161614.A20509@saratoga.lib.ny.us> Apologies for cross posting. I have been periodically attempting to install RT (http://www.fsck.com/projects/rt) on my Sun Cobalt RaQ XTR (http://www.sun.com/hardware/serverappliances/xtr/index.html). In previous attempts I would reach a point where I would restart the web server and get complaints about the document being outside of component root. This is complicated by the Virtual Host directive and something odd built into the RaQ that I don't quite understand. It seems that it is very hard to get the installation to work on a RaQ with the programs installed as I installed them. I'm hopeful I can simply change a few directives in my httpd.conf and it will work. I created a new virtual host to use for my support website with RT. By default the RaQ will create a site with the root, as this would be the second site on this server, in /home/sites/site2/web. I changed the DocumentRoot as specified in the excerpt from my httpd.conf below. Since I want to use my RT instalation I changed the document root to /home/opt/rt2/WebRT/html. If I specify the location block for the root, i.e. , then Mason complains that the component is outside of root. When I changed it to be as it is below (Starting with ', many directives and elements displayed on the page, but I stopped getting the errors. It displayed:<& /Elements/Header, Title=>"Start page", Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '' &> <& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } ServerName support.x.y.com ServerAdmin admin #DocumentRoot /home/sites/site2/web DocumentRoot /home/opt/rt2/WebRT/html ServerAlias support.x.y.us support.x.y.org ErrorDocument 401 /error/401-authorization.html ErrorDocument 403 /error/403-forbidden.html ErrorDocument 404 /error/404-file-not-found.html ErrorDocument 500 /error/500-internal-server-error.html RewriteEngine on RewriteCond %{HTTP_HOST} !^10.2.1.5(:80)?$ RewriteCond %{HTTP_HOST} !^10.2.1.5(:80)?$ RewriteCond %{HTTP_HOST} !^support.x.y.com(:80)?$ RewriteRule ^/(.*) http://support.x.y.com/$1 [L\ ,R] RewriteOptions inherit #AliasMatch ^/~([^/]+)(/(.*))? /home/sites/site2/users/$1/web/$3 AliasMatch ^/~([^/]+)(/(.*))? /home/opt/rt2/WebRT/web/$3 AddHandler cgi-wrapper .cgi AddHandler cgi-wrapper .pl #PerlModule Apache::DBI ##PerlFreshRestart On PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -- Josh Kuperman josh@saratoga.lib.ny.us From christopher_a_watson at hotmail.com Wed Aug 7 16:37:32 2002 From: christopher_a_watson at hotmail.com (Chris Watson) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] tickets keep being created in general queue Message-ID: webblocker: |"/opt/rt2/bin/rt-mailgate webblocker correspond" webblocker-action: |"/opt/rt2/bin/rt-mailgate webblocker action" webblocker-correspond: "/opt/rt2/bin/rt-mailgate webblocker correspond" webblocker-comment: |"/opt/rt2/bin/rt-mailgate webblocker comment" rt: |"/opt/rt2/bin/rt-mailgate general correspond" rt-action: |"/opt/rt2/bin/rt-mailgate general action" rt-correspond: |"/opt/rt2/bin/rt-mailgate general correspond" rt-comment: |"/opt/rt2/bin/rt-mailgate general comment" Seems okay to me, although is it because I don't have any dashes? >Could you quote (to the list) the aliases for both your 'general' and >'weblocker' queues? I suspect that you've copied and pasted the >rt-mailgate line for general, but neglected to change the argument to >--queue to point to the right queue. > _________________________________________________________________ Chat with friends online, try MSN Messenger: http://messenger.msn.com From christopher_a_watson at hotmail.com Wed Aug 7 17:18:10 2002 From: christopher_a_watson at hotmail.com (Chris Watson) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] tickets keep being created in general queue Message-ID: Thanks very much, that has cured it. It seems that my 'incorrect' general line was working despite not being correctly written, and this confused me. As to why it didn't have the switches....... >According to the instructions I read it should be > >webblocker: "|/opt/rt2/bin/rt-mailgate --queue webblocker --action >correspond" > >Note the placement of the first double quote and the two option switches. > >-q and -a are also usable. > >Reading the rt-mailgate source I'm pretty sure these are required. > _________________________________________________________________ MSN Photos is the easiest way to share and print your photos: http://photos.msn.com/support/worldwide.aspx From pdh at snapgear.com Wed Aug 7 18:47:07 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Better error message for denied postings In-Reply-To: <1028741647.3063.20.camel@memnoch.fas.harvard.edu> References: <1028741647.3063.20.camel@memnoch.fas.harvard.edu> Message-ID: <20020807224707.GB454@luggage> Matthew P. Cox wrote: > Since I don't have them time to attempt to stamp out multiple addresses > on every Windows box: I'm trying to pass back a more descriptive error > message than "Permission Denied" to the user. How about making use of CanonicalizeAddress() in config.pm, if you really don't want to grant Everyone ReplyToTicket? -- Phil Homewood, Systems Janitor, www.snapgear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From rbremer at future-gate.com Wed Aug 7 18:56:46 2002 From: rbremer at future-gate.com (Ronny Bremer) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] RT 2.0.14 - is there a way to highlight tickets, which I need to react on? Message-ID: Hi there, while I was using RT 1 for a while I recently switched to RT 2. Great difference, great functionality -> Jesse :) Anyway, quick question. If I look at a search for all my open tickets, I cannot dertermine directly, if I need to react on a specific one. I can see last contact and last action, but I would like to see, if the last action was NOT done by me. So if last action != owner, could they be highlighted in some way directly in the list of open or assigned tickets? Thanks in advance. Ronny From pdh at snapgear.com Wed Aug 7 18:59:34 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Using RT w/ Perl::Mason on Cobalt with Virtual Host In-Reply-To: <20020807161614.A20509@saratoga.lib.ny.us> References: <20020807161614.A20509@saratoga.lib.ny.us> Message-ID: <20020807225934.GC454@luggage> Josh Kuperman wrote: > below. Since I want to use my RT instalation I changed the document > root to /home/opt/rt2/WebRT/html. If I specify the location block for > the root, i.e. , then Mason complains that the component > is outside of root. You need -- Location refers to URL-space, not filesystem-space. > ErrorDocument 401 /error/401-authorization.html > ErrorDocument 403 /error/403-forbidden.html > ErrorDocument 404 /error/404-file-not-found.html > ErrorDocument 500 /error/500-internal-server-error.html > AliasMatch ^/~([^/]+)(/(.*))? /home/opt/rt2/WebRT/web/$3 > AddHandler cgi-wrapper .cgi > AddHandler cgi-wrapper .pl Try commenting these out, for a start... > #PerlModule Apache::DBI .... and uncommenting this one, and see what happens. (Caveat: I am RaQ-ignorant; the above suggestions are purely from an RT perspective.) -- Phil Homewood, Systems Janitor, www.snapgear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From frussell at msi.com.au Wed Aug 7 19:12:35 2002 From: frussell at msi.com.au (Frances Russell) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Resolve ticket right In-Reply-To: <20020807225934.GC454@luggage> Message-ID: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC> Is there an easy way to prevent the owner of a ticket from resolving it? We have a queue where additional approval needs to be given before resolution of tickets. Frances From pdh at snapgear.com Wed Aug 7 19:24:51 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Resolve ticket right In-Reply-To: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC> References: <20020807225934.GC454@luggage> <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC> Message-ID: <20020807232451.GI454@luggage> Frances Russell wrote: > Is there an easy way to prevent the owner of a ticket from resolving it? > > We have a queue where additional approval needs to be given before > resolution of tickets. Nothing out of the box, but you could write a ScripAction to accomplish a similar thing via an OnStatus condition and the use of a second queue; have the scrip check to see if the status is Resolved, and if so, reopen it and switch it to the ForResolution queue. Not exactly "easy", but it might suit your purpose. Another option might be to grant ModifyTicket only to those who can resolve; but your ticket-owners might then find they lose other useful abilities (for example, changing keywords or reassigning tickets). -- Phil Homewood, Systems Janitor, www.snapgear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From jesse at bestpractical.com Wed Aug 7 19:36:41 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] OSX Server In-Reply-To: ; from bruce_campbell@ripe.net on Wed, Aug 07, 2002 at 08:38:46PM +0200 References: Message-ID: <20020807193641.E21512@fsck.com> I run RT on Mac OS X. RT 2.0 needs to be installed on a UFS partition. (MacOS's native filesystem is case preserving but not case sensitive) You don't need to use fink, but I'd strongly recommend that you use FastCGI, rather than mod_perl. For now, apache2 is right out. On Wed, Aug 07, 2002 at 08:38:46PM +0200, Bruce Campbell wrote: > On Wed, 7 Aug 2002, Mark Moorcroft wrote: > > > I posted a couple of weeks ago about getting RT running under OSX > > Server. We are still battling with getting Apache2, mod_perl, php and > > friends compiled under OSX. The scuttlebutt on usenet seems to be > > that nobody has this working. There are lots of complaints and > > questions, but no real solutions. I am just wondering if anyone on > > this list is actually running RT on OSX? > > You may wish to install portions of fink (fink.sourceforge.net), at least > for apache installation. We're finding it useful for our xserv, although > RT is not going to be running on it. Cute-looking case though. > > -- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations/Security > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From butch at infowest.com Wed Aug 7 23:05:50 2002 From: butch at infowest.com (Cassidy B. Larson) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] FastCGI tips Message-ID: OK, so I decided to live dangerously and try to get FastCGI working with my RT2.0.14 installation. I previously had mod_perl-1.26 working. Some gotcha's that I've found that might save some others a little headache. -- Can't Create Dynamic Directory Error in Apache. Upon first trying to start Apache, I found these two errors in my Apache logfile: [error] FastCGI: access for server (uid 65534, gid 65534) failed: read not allowed [error] FastCGI: can't create dynamic directory "/tmp/fcgi/dynamic": access for server (uid 65534, gid 65533) failed: read not allowed. Upon checking that directory I found that it was owned by my Apache user. Upon some digging, I found that I needed to declare my apache user and group ABOVE the FastCgiServer declaration within the same file. -- Remember to setuid perl if you're using FreeBSD. chmod u+s /usr/bin/suidperl solved my other errors. -- FastCGI doesn't like my rt.jpg image. Figured that fastcgi wasn't outputting jpegs correctly, so I added this line to my virtualhost declaration. Alias /NoAuth/images/rt.jpg /usr/local/rt2/WebRT/html/NoAuth/images/rt.jpg That line will make it so that jpg doesn't go through the fastcgi handler. I apologize if these are common knowledge to those using fcgi, but it could've saved me 45 minutes of debugging and google searching if these had been in the mailing list archives. :) Enjoy. ---- Cassidy B. Larson -- Network Operations Manager InfoWest, Inc. * 596 E. Tabernacle * St. George, UT 84770 Voice: 435-674-0165 * FAX: 435-674-9654 butch@infowest.com ---- From jimit at winvision.net Thu Aug 1 20:58:19 2002 From: jimit at winvision.net (Jimit Ladha) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Help in installing RT 2.0.14 on Linux 7.0 Message-ID: <5.1.0.14.0.20020801175642.01e523c0@pop.mail.yahoo.com> Hi All, I was installing RT RT 2.0.14 on a linux 7.0 and am getting this weird error which i am not able to over come... the error when i try to start the httpd demon is ********************************************* [Thu Aug 1 18:13:04 2002] [error] The Parser module is no longer a part of HTML ::Mason. Please see the Lexer and Compiler modules, its replacements. Compilation failed in require at (eval 39) line 1. Syntax error on line 1000 of /usr/local/apache/conf/httpd.conf: The Parser module is no longer a part of HTML::Mason. Please see the Lexer and Compiler modules, its replacements. Compilation failed in require at (eval 39) line 1. ./apachectl start: httpd could not be started ************************************************* please let me know if there is anything i am doing wrong... i have tested the installation and have installed mod_perl Embedded Perl version v5.6.1 for Apache/1.3.26 (Unix) mod_perl/1.27 which is working...... i would really appreciate ur response and help.. thanx in advance.... Jimit From jamin at skyrivercommunications.com Fri Aug 2 14:45:21 2002 From: jamin at skyrivercommunications.com (Jamin Cleveland) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Default Ticket->id Message-ID: <5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunications.com> I've scoured the docs and cannot find any built-in functionality (web or cli) for changing the default Ticket ID. Much like getting checks for a new checking account at a bank, I would like to start our trouble tickets at something a bit higher (like a couple thousand higher) than 1. Any ideas on a quick and easy way to increment this variable by hand? TIA, -- Jamin From raanders at acm.org Wed Aug 7 23:53:00 2002 From: raanders at acm.org (Roderick A. Anderson) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Make changes to SrcipAction In-Reply-To: Message-ID: On Thu, 13 Jun 2002, Yang Liu wrote: > I wrote a ScriptAction and it appears to function fine, then I made some > changes to it, but my changes are not reflected at all! Instead, the old > scrip is still running. I'm so puzzled by this. The old scrip doesn't > even exist anymore, what is going on? Do I have to insert the modified > scrip to the database again? What happens every time a scrip's condition > is met? Doesn't rt execute the ScripAction in rt2/lib/RT/Action? How > should I modify an exsisting ScriptAction? A very new user is going to make a stab and suggest that you restart your web server. From my reading of the documents mod_perl and friends maybe keeping a copy of the older version in memory. Rod -- "Open Source Software - Sometimes you get more than you paid for..." From pdh at snapgear.com Thu Aug 8 00:17:01 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] RT Install Problems on RedHat 7.2 In-Reply-To: <001f01c2127c$d6deb740$fd00a8c0@tank> References: <001f01c2127c$d6deb740$fd00a8c0@tank> Message-ID: <20020808041701.GQ454@luggage> James L. Harrison wrote: > make: *** No rule to make target `initialize.Mysql', needed by > `install'. Stop. Your makefile contains the line DB_TYPE = Mysql Change this to DB_TYPE = mysql Case is significant. -- Phil Homewood, Systems Janitor, www.snapgear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From jgoerzen at complete.org Thu Aug 8 00:18:56 2002 From: jgoerzen at complete.org (John Goerzen) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Doesn't work with Apache 2 Message-ID: <20020808041856.GC3593@complete.org> Hello, Today I tried to install RT2 with apache2 and mod_perl 2.0. This did not work well. The instructions for modifying httpd.conf were wrong (mod_perl 2.0 does not include Apache::DBI, prefering instead to use a newer and better system). Furthermore, even after I adjusted that, there were still clashes and problems. Has anyone managed to get this working? -- John -- John Goerzen GPG: 0x8A1D9A1F www.complete.org From jesse at bestpractical.com Thu Aug 8 00:22:27 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] The story behind this blast from the past Message-ID: <20020808002227.K21512@fsck.com> Just clearing the non-spam out of the spamfilters for rt-users and rt-devel. For every message you see here, there were about 30 ads for viagra, offers of cheap long distance, funding propositions from third-world countries and offers to purchase shoes from china. Best, jesse -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From lober at u.washington.edu Thu Aug 8 01:14:50 2002 From: lober at u.washington.edu (Bill Lober) Date: Sun Apr 11 16:10:36 2004 Subject: [rt-users] Make changes to SrcipAction In-Reply-To: References: Message-ID: <5.1.0.14.2.20020807221333.031d5618@lober.deskmail.washington.edu> From perhaps an even newer user... >apachectl graceful did not work for rereading the config.pm file (or whatever its called -- it was a month ago). >apachectl restart did So, I think you're right. Bill At 08:53 PM 8/7/2002, Roderick A. Anderson wrote: >On Thu, 13 Jun 2002, Yang Liu wrote: > > > I wrote a ScriptAction and it appears to function fine, then I made some > > changes to it, but my changes are not reflected at all! Instead, the old > > scrip is still running. I'm so puzzled by this. The old scrip doesn't > > even exist anymore, what is going on? Do I have to insert the modified > > scrip to the database again? What happens every time a scrip's condition > > is met? Doesn't rt execute the ScripAction in rt2/lib/RT/Action? How > > should I modify an exsisting ScriptAction? > >A very new user is going to make a stab and suggest that you restart your >web server. From my reading of the documents mod_perl and friends maybe >keeping a copy of the older version in memory. From pdh at snapgear.com Thu Aug 8 02:00:47 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Watchers In-Reply-To: <3CDED359@webmail.centenary.edu> References: <3CDED359@webmail.centenary.edu> Message-ID: <20020808060047.GR454@luggage> bpinksto wrote: > I have configured 3 users into a group and given them watch priveleges as > admin and normal. They are also set up as watchers under the queue, but when > a new ticket is created the scrip doesn't send out an email, and the ticket > doesn't list them as watchers. The only watcher listed is the requester. How > do I set up certain users to be watchers for all tickets in the queue by > default?? Watchers can be watching tickets without being ticket watchers. :-) If they're listed as CC or AdminCC for the queue, they're implicitly watching the ticket. What scrips are you expecting to send email to these watchers? Are you taking into account: http://fsck.com/rtfm/article.html?id=5#70 http://fsck.com/rtfm/article.html?id=5#73 ? -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From g0rn at gmx.net Thu Aug 8 02:34:26 2002 From: g0rn at gmx.net (Gordon Decker) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Resolve ticket right In-Reply-To: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC> References: <20020807225934.GC454@luggage> Message-ID: <5.1.1.6.0.20020808081725.02389c78@pop.gmx.net> At 09:12 08.08.2002 +1000, you wrote: >Is there an easy way to prevent the owner of a ticket from resolving it? > >We have a queue where additional approval needs to be given before >resolution of tickets. > >Frances We had a similar problem and did a very unclean and evil hack to resolve it: Tie the right to change a ticket's status to a right you probably won't need that often (e.g. "modify template" on queues is seldom needed in our case) and give this right to people who have to resolve tickets. To do this you just have to add a few lines in Ticket.pm, but as I said before, this is rather unclean and comes with some more problems: 1. it is completely inscrutable for users and administrators 2. updating RT will be more complicated 3. you have to add a mechanism allowing the unprivileged people to state they resolved the ticket Anyway, I can post the lines we added to Ticket.pm, if you want. But I would rather stick to the suggestions posted by Phil Homewood and configure a scrip and a second queue. I think about doing so in our RT, too... Gordon. From pawal at blipp.com Thu Aug 8 03:18:02 2002 From: pawal at blipp.com (Patrik Wallstrom) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] RT 2.0 on Debian - mod_perl Problem? In-Reply-To: <3D0E5DEF.2050304@g-zone.at> References: <3D0E5DEF.2050304@g-zone.at> Message-ID: <1028791083.23500.3.camel@pawalski.nic-se.se> On Tue, 2002-06-18 at 00:08, Michael Polivanov wrote: > I tried to install Request Tracker 2.0 on my Debian machine today: i > used only available DEB packages. After i configured the config.pm and > modified my apache configuration, i tried to restart the apache. > Nothing. The process was killed, but did not came back up.Nothing was > logged, also no error messages on console. After some hours of playing > with configuration i figured out that after removing "PerlRequire > /usr/..../webmux.pl" the apache worked again, but, of course, RT not. > Any ideas? I would like to track down the problem but i do not know how > i can do it. You should look for Apache errors in /var/log/apache/error.log. -- patrik_wallstrom->foodfight->pawal@blipp.com->+46-709580442 From hwagener at hamburg.fcb.com Thu Aug 8 10:09:05 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] having trouble logging into RT system References: <20020807192142.96282.qmail@mail.com> Message-ID: <3D527B81.6030100@hamburg.fcb.com> Crazy Diamond wrote: > Ooops, i replied to the wrong post: > > Unfortunately root/password doesn't work as a username/password > either :( Know any way to fix this? You're talking about the RT > login webpage right? Use the command line interface to change the password. Yes, that's what we talk about (we couldn't no any other of Your root passwords are 'password', right? Or are they?). > The fact that i can access the RT system via web means that my mysql > database is working correctly right? Not necessarily. You could have a look at Your web server's error log to be sure. > > Thanks for the help guys, still struggling, but it looks like my > blood, sweat, and tears will be worth it! You're welcome -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From hwagener at hamburg.fcb.com Thu Aug 8 10:19:29 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] LDAP authentication References: <3D32ED04.9090807@infomg.com> Message-ID: <3D527DF1.2090501@hamburg.fcb.com> Mike Jones wrote: > Does anyone have any words of wisdom for using LDAP to authenticate for > RT? We use LDAP for our intranet authentication, and I'd like to avoid > having to create an RT user for everybody we have in LDAP and having the > ensuing password synchronization problems. Is it as easy as compiling > auth_ldap into Apache? > > Mike Jones > Basically, yes. There is $WebExternalAuth in config.pm; using auth_ldap works swell here. Only gripe: Users created on email ticket submission have username==email_adress, and I would like to have them only their uid (which, fortunately, is their email address without @...). If any questions arise, fell free to contact me. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From robie at principle.co.uk Thu Aug 8 04:27:31 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Default Ticket->id In-Reply-To: <5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunicatio ns.com> References: <5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunicatio ns.com> Message-ID: <1028795251.21842.39.camel@debian> On Fri, 2002-08-02 at 19:45, Jamin Cleveland wrote: > I've scoured the docs and cannot find any built-in functionality (web or > cli) for changing the default Ticket ID. Much like getting checks for a > new checking account at a bank, I would like to start our trouble > tickets at something a bit higher (like a couple thousand higher) than > 1. > > Any ideas on a quick and easy way to increment this variable by hand? Taking a quick peek at my (postgres) database, I've got a sequence called tickets_id_seq; changing this would do the trick I would've thought. Robie. From robie at principle.co.uk Thu Aug 8 04:30:00 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Multiple email addresses In-Reply-To: References: Message-ID: <1028795400.26010.41.camel@debian> On Tue, 2002-07-16 at 14:32, Goldowsky, Boris wrote: > Is there any way to give a user more than one email address? Some people > send in requests from two different email accounts, and it would be nice to > be able to group the requests together as a single requestor. > > Alternatively, is there a place I could hook in a script to rewrite email > addresses as they come in, to render them into a canonical form? Any > examples of such a function? Take a look at the CanonicalizeAddress function in etc/config.pm. Robie. From kristian at airways.no Thu Aug 8 05:20:31 2002 From: kristian at airways.no (Kristian Tjessem) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] failing to deliver mail to queue with qmail Message-ID: <200208080920.g789KVd32561@mta02.broadnet.no> Hi, I'm having problems with the mailgate delivery with qmail. When trying to send a mail to the queue support I get the following error in qmail-send log: 2002-08-08 11:09:43.166751500 starting delivery 15: msg 491629 to local support2002-08-08 11:09:43.166760500 status: local 1/10 remote 0/20 2002-08-08 11:09:43.461521500 delivery 15: deferral: Can't_locate_config.pm_in_@INC_(@INC_contains:_/usr/local/rt2/etc_/usr/local /rt2/lib_/usr/local/lib/perl5/5.8.0/i686-linux_/usr/local/lib/perl5/5.8.0_/u sr/local/lib/perl5/site_perl/5.8.0/i686-linux_/usr/local/lib/perl5/site_perl /5.8.0_/usr/local/lib/perl5/site_perl_.)_at_/usr/local/rt2/lib/RT/Interface/ Email.pm_line_107./BEGIN_failed--compilation_aborted_at_/usr/local/rt2/lib/R T/Interface/Email.pm_line_107./Compilation_failed_in_require_at_/usr/local/r t2/bin/rt-mailgate_line_30./BEGIN_failed--compilation_aborted_at_/usr/local/ rt2/bin/rt-mailgate_line_30./ 2002-08-08 11:09:43.461595500 status: local 0/10 remote 0/20 The thing is that the config.pm file do exist, and within the path of the @INC: ls -al /usr/local/rt2/etc/config.pm -r-x------ 1 root rt 14339 Aug 8 08:25 config.pm cat /var/qmail/alias/.qmail-support |/var/qmail/bin/preline /usr/local/rt2/bin/rt-mailgate --queue support --action correspond Anyone got any pointers to what I can do to make the mail inject into the queue? .: Kristian Tjessem From andy at bribed.net Thu Aug 8 06:37:17 2002 From: andy at bribed.net (Andy Coates) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Bit of tweaking help In-Reply-To: <20020805222955.GB787@luggage> Message-ID: <000701c23ec7$9149c4a0$876bfd50@buffy> > Andy Coates wrote: > > To put it simply, where should I be looking to change the type of > > creates/updates that are sent to the different levels of requestors? > > Configuration->Queues->name->Scrips I'm finding the Actions listed aren't specific enough, which is why I want to alter the current ones to suit my needs. For example, I want anyone CC'd on the ticket creation to be notified of JUST creation and resolution of tickets. Its this bit of code which says who to send to that I'm looking for. Any ideas? Thanks, Andy. From hwagener at hamburg.fcb.com Thu Aug 8 12:59:59 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] rt2stats - patch References: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net> <20020718083813.GB6180@netthink.co.uk> Message-ID: <3D52A38F.4050803@hamburg.fcb.com> Simon Cozens wrote: > Hall, Christian N: > >> I am looking for the rt2stats package. If anyone has a link or of a >>known site that would be great. > > > http://users.ox.ac.uk/~simon/stats.tar.gz > > No instructions, no support, have fun! > Hello, attached You will find a patch that should make the Statistics package a bit more generic . CallsMultiQueue needs something better than @queues => qw(general) (the right hand side should be an array of all active queues fo the current user - anybody have the code for that at hand?); and Resolution.html should have something better than $queue => "general" as well. My main additions are links back to RT or the Statistics start page on all the sub pages. Mind that some of the graphs are not created on my system. I get the following error: [Thu Aug 8 11:42:02 2002] [error] Apache::GD::Graph: GET //chart?type=lines&x_labels=[Sun%204,Mon%205,Tue%206,Wed%207,Thu%208]&y_number_format=&data1=[,62299,31080,12349] HTTP/1.0: Size of x_labels not the same as length of data. Regards, Harald PS: quick instructions: - get Apache::GD::Graph installed (via CPAN). This might require installing gd and gd-devel (in redhat lingo), as well as some graphics libraries (libfreetype, libpng, libjpeg, libXpm (not needed)) and a fistful of perl modules (GD, GD::Graph, GT::Text::Util, Font::TTF, possibly others). - configure Your rt location in httpd.conf similar to this: DocumentRoot /path/to/rt2/WebRT/html ServerName rt.yournamehere.com ErrorLog logs/error_log_rt CustomLog logs/access_log_rt combined PerlModule Apache::DBI PerlFreshRestart On PerlRequire /path/to/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler +Apache::GD::Graph - put the Statistics Directory into /path/to/rt2/WebRT/html - restart Your httpd (ideally stopping and starting) - go to $RT::WebUrl/Statistics and behold the wonders of the Statistics package - If You're in a good mood, fix some errors with the package and post Your diff (- : -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com -------------- next part -------------- An HTML attachment was scrubbed... URL: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020808/9a65c3d1/Statistics.html From rt at netthink.co.uk Thu Aug 8 07:12:25 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] rt2stats - patch In-Reply-To: <3D52A38F.4050803@hamburg.fcb.com> References: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net> <20020718083813.GB6180@netthink.co.uk> <3D52A38F.4050803@hamburg.fcb.com> Message-ID: <20020808111225.GA26857@netthink.co.uk> Harald Wagener: > attached You will find a patch that should make the Statistics package a bit > more generic . Incidentally, Harald has agreed to take over maintainance of the statistics package from me. Good luck, Harald! -- Thermodynamics in a nutshell: 1st Law: You can't win. (Energy is conserved) 2nd Law: You can't break even. (Entropy) 0th Law: You can't even quit the game. (Closed systems) -- Taki Kogoma From bruce_campbell at ripe.net Thu Aug 8 07:40:09 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] failing to deliver mail to queue with qmail In-Reply-To: <200208080920.g789KVd32561@mta02.broadnet.no> Message-ID: On Thu, 8 Aug 2002, Kristian Tjessem wrote: > When trying to send a mail to the queue support I get the following error in > qmail-send log: > The thing is that the config.pm file do exist, and within the path of the > @INC: > ls -al /usr/local/rt2/etc/config.pm > -r-x------ 1 root rt 14339 Aug 8 08:25 config.pm And, which user is running rt-mailgate? -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From kristian at airways.no Thu Aug 8 07:25:21 2002 From: kristian at airways.no (Kristian Tjessem) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] failing to deliver mail to queue with qmail In-Reply-To: References: Message-ID: <200208081325.21335.kristian@airways.no> On Thursday 08 August 2002 13:40, Bruce Campbell wrote: > On Thu, 8 Aug 2002, Kristian Tjessem wrote: > > When trying to send a mail to the queue support I get the following error > > in qmail-send log: > > The thing is that the config.pm file do exist, and within the path of the > > @INC: > > ls -al /usr/local/rt2/etc/config.pm > > -r-x------ 1 root rt 14339 Aug 8 08:25 config.pm > > And, which user is running rt-mailgate? Thanks! I must have been blind. ;-) .: Kristian Tjessem From rich+rt at lafferty.ca Thu Aug 8 09:29:59 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Default Ticket->id In-Reply-To: <5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunications.com>; from jamin@skyrivercommunications.com on Fri, Aug 02, 2002 at 11:45:21AM -0700 References: <5E43695CC08E3D43A722EB75F116BC29234F3D@SKYRIVERSERVER3.skyrivercommunications.com> Message-ID: <20020808092959.A1753@lafferty.ca> On Fri, Aug 02, 2002 at 11:45:21AM -0700, Jamin Cleveland wrote: > I've scoured the docs and cannot find any built-in functionality (web or > cli) for changing the default Ticket ID. Much like getting checks for a > new checking account at a bank, I would like to start our trouble > tickets at something a bit higher (like a couple thousand higher) than > 1. > > Any ideas on a quick and easy way to increment this variable by hand? RT happily uses whatever the database tells it to -- poke at the sequence in the database. (I update mine daily to have datestamped ticket numbers.) Cheers, -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich@lafferty.ca -----------+----------------------------------------------- From Kendric.Beachey at garmin.com Thu Aug 8 09:44:48 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] LDAP authentication Message-ID: <6899B5417148F34AA929F2950FEFB3FD612909@dallas.garmin.com> From: Mike Jones [mailto:mjones@infomg.com] > Does anyone have any words of wisdom for using LDAP to > authenticate for > RT? We use LDAP for our intranet authentication, and I'd like > to avoid > having to create an RT user for everybody we have in LDAP and > having the > ensuing password synchronization problems. Is it as easy as compiling > auth_ldap into Apache? Not quite, although we do use auth_ldap here for keeping some other stuff under wraps. As for LDAP-izing RT, you can find some good examples to mimic in the contrib area of Jesse's site: http://www.fsck.com/pub/rt/contrib/2.0/ Also, here is a message I sent to the list in May detailing how I LDAP-ized our copy of RT: http://lists.fsck.com/pipermail/rt-users/2002-May/008527.html Both of these will end up advising that you install the Net::LDAP module family. -- Kendric Beachey From wmrodrigues at yahoo.com.br Thu Aug 8 11:41:05 2002 From: wmrodrigues at yahoo.com.br (Wiliam de Moraes Rodrigues) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] StatusChange Template Message-ID: <20020808154105.35744.qmail@web14308.mail.yahoo.com> Hi all, I tried to edit the StatusChange template so that, whenever someone takes a ticket, a mail is sent to the requestors of the ticket with following message. The Owner of your ticket status is: {$Ticket->Owner()} I used this variable, but the mail is sent with the ID of the Owner. I would like to know what can I do to send the name of the owner instead of the ID? Regards, Wiliam Rodrigues __________________________________________________ Do You Yahoo!? HotJobs - Search Thousands of New Jobs http://www.hotjobs.com From josh at saratoga.lib.ny.us Thu Aug 8 11:55:27 2002 From: josh at saratoga.lib.ny.us (Josh Kuperman) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Using RT w/ Perl::Mason on Cobalt with Virtual Host In-Reply-To: <20020807225934.GC454@luggage>; from pdh@snapgear.com on Thu, Aug 08, 2002 at 08:59:34AM +1000 References: <20020807161614.A20509@saratoga.lib.ny.us> <20020807225934.GC454@luggage> Message-ID: <20020808115527.A7546@saratoga.lib.ny.us> I tried as you suggested and it made one problem very clear. With the virtual host entry defined as follows. NameVirtualHost 10.0.1.195 ServerName support.x.y.us ServerAdmin admin DocumentRoot /home/opt/rt2/WebRT/html ServerAlias support.x.y.us support.x.org PerlModule Apache::DBI PerlFreshRestart On PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I wound up with errors from PERL because I built RT to run against the perl installation in /opt/bin/perl but the server is running against the /usr/bin/perl because my cobalt server is not easily updateable to a contemporary version of perl - all of the web interface that distinguishes a Cobalt Server is tied to the outdated perl. As such I doubt I can get it to work unless there is a way to tell Apache to use a different version of Perl for a virtual host or perhaps I could give fastcgi a try. The basic error now is no Apache::DBI in @INC etc. On Thu, Aug 08, 2002 at 08:59:34AM +1000, Phil Homewood wrote: > Josh Kuperman wrote: > > below. Since I want to use my RT instalation I changed the document > > root to /home/opt/rt2/WebRT/html. If I specify the location block for > > the root, i.e. , then Mason complains that the component > > is outside of root. > > You need -- Location refers to URL-space, not > filesystem-space. > > > ErrorDocument 401 /error/401-authorization.html > > ErrorDocument 403 /error/403-forbidden.html > > ErrorDocument 404 /error/404-file-not-found.html > > ErrorDocument 500 /error/500-internal-server-error.html > > AliasMatch ^/~([^/]+)(/(.*))? /home/opt/rt2/WebRT/web/$3 > > AddHandler cgi-wrapper .cgi > > AddHandler cgi-wrapper .pl > > Try commenting these out, for a start... > > > #PerlModule Apache::DBI > > .... and uncommenting this one, and see what happens. > > (Caveat: I am RaQ-ignorant; the above suggestions are > purely from an RT perspective.) > -- > Phil Homewood, Systems Janitor, www.snapgear.com > pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 > SnapGear - Custom Embedded Solutions and Security Appliances > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Josh Kuperman josh@saratoga.lib.ny.us From travis.campbell at amd.com Thu Aug 8 12:32:15 2002 From: travis.campbell at amd.com (Travis Campbell) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] StatusChange Template In-Reply-To: <20020808154105.35744.qmail@web14308.mail.yahoo.com> References: <20020808154105.35744.qmail@web14308.mail.yahoo.com> Message-ID: <20020808163215.GA2032@mpdtxmail.amd.com> On Thu, Aug 08, 2002 at 08:41:05AM -0700, Wiliam de Moraes Rodrigues wrote: > Hi all, > > I tried to edit the StatusChange template so that, > whenever someone takes a ticket, a mail is sent to the > requestors of the ticket with following message. > > The Owner of your ticket status is: {$Ticket->Owner()} > Try $Ticket->OwnerObj->Name Travis -- Travis Campbell - Unix Systems Administrator = travis@mpdtxmail.amd.com 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@mpdtxmail.amd.com ============================================================================= "Does anything work as expected?" Yes. An axe through the CPU. From khera at kcilink.com Thu Aug 8 13:28:06 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Doesn't work with Apache 2 In-Reply-To: <20020808041856.GC3593@complete.org> References: <20020808041856.GC3593@complete.org> Message-ID: <15698.43558.709772.633634@onceler.kciLink.com> >>>>> "JG" == John Goerzen writes: JG> Today I tried to install RT2 with apache2 and mod_perl 2.0. This did not JG> work well. The instructions for modifying httpd.conf were wrong (mod_perl JG> 2.0 does not include Apache::DBI, prefering instead to use a newer and JG> better system). Furthermore, even after I adjusted that, there were still JG> clashes and problems. Has anyone managed to get this working? So where exactly did you get mod_perl 2.0? It does not exist. If you're gonna use pre-released software, you should at least have a grasp of how to debug things. What you need to do is back down to mod_perl 1.x, and then everything should work fine. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera@kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From jgoerzen at complete.org Thu Aug 8 13:36:09 2002 From: jgoerzen at complete.org (John Goerzen) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Doesn't work with Apache 2 In-Reply-To: <15698.43558.709772.633634@onceler.kciLink.com> References: <20020808041856.GC3593@complete.org> <15698.43558.709772.633634@onceler.kciLink.com> Message-ID: <20020808173609.GA16349@complete.org> On Thu, Aug 08, 2002 at 01:28:06PM -0400, Vivek Khera wrote: > So where exactly did you get mod_perl 2.0? It does not exist. http://perl.apache.org/download/index.html > What you need to do is back down to mod_perl 1.x, and then everything > should work fine. According to documentation and actual experience, mod_perl 1.x is incompatible with Apache 2. -- John Goerzen GPG: 0x8A1D9A1F www.complete.org From josh at saratoga.lib.ny.us Thu Aug 8 13:59:38 2002 From: josh at saratoga.lib.ny.us (Josh Kuperman) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Using RT w/ Perl::Mason on Cobalt with Virtual Host In-Reply-To: <20020808115527.A7546@saratoga.lib.ny.us>; from josh@saratoga.lib.ny.us on Thu, Aug 08, 2002 at 11:55:27AM -0400 References: <20020807161614.A20509@saratoga.lib.ny.us> <20020807225934.GC454@luggage> <20020808115527.A7546@saratoga.lib.ny.us> Message-ID: <20020808135938.A13832@saratoga.lib.ny.us> Oh my it seems to almost be working. I abandoned Perl and went with the fastcgi option, which RT also supports. Now my virtual host section for my support site looks like this. I copied many lines from suggestions in the email archive. I believe those ScriptAliaseMatch lines are important and also it needs to be noted that my server at least will scream about a symlink, so I had to spell out /home/opt/rt2 instead of just /opt/rt2; this is a mild Cobalt idiosyncrasy. NameVirtualHost 10.0.8.195 ServerName support.x.y.us ServerAdmin admin DocumentRoot /home/opt/rt2/WebRT/html ServerAlias support.saratoga.lib.ny.us support.sspl.org AddHandler fastcgi-script fcgi FastCgiServer /home/opt/rt2/bin/mason_handler.fcgi ScriptAliasMatch (.*/)$ /home/opt/rt2/bin/mason_handler.fcgi$1 ScriptAliasMatch (.*\.html)$ /home/opt/rt2/bin/mason_handler.fcgi$1 The httpd log is complaining on a regular bases about some of the scritps. Perhaps I need to do something, yet. Perhaps the module needs to be updated. Any ideas are really appreciated. Here are some of the log errors. [Thu Aug 8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/ opt/rt2/bin/mason_handler.fcgi" stderr: HTML::Mason::Component::run('HTM L::Mason::Component::FileBased=HASH(0x8c1dbe8)', 'Create', 1) called at /home/op t/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 654 [Thu Aug 8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/ opt/rt2/bin/mason_handler.fcgi" stderr: eval {...} called at /home/opt/l ib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 654 [Thu Aug 8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/ opt/rt2/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::comp('HTML ::Mason::Request=HASH(0x8d36efc)', 'HASH(0x8d32264)', 'HTML::Mason::Component::F ileBased=HASH(0x8c1dbe8)', 'Create', 1) called at /home/opt/lib/perl5/site_perl/ 5.6.1/HTML/Mason/Request.pm line 160 [Thu Aug 8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/ opt/rt2/bin/mason_handler.fcgi" stderr: eval {...} called at /home/opt/l ib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 160 [Thu Aug 8 13:31:26 2002] [error] [client 192.168.1.20] FastCGI: server "/home/ opt/rt2/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::exec('HTML ::Mason::Request=HASH(0x8d36efc)', '/Admin/Queues/Modify.html', 'Create', 1) cal led at /home/opt/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 244 -- Josh Kuperman josh@saratoga.lib.ny.us From rick.rezinas at qsent.com Thu Aug 8 14:12:33 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] doubled headers Message-ID: <20020808181233.GJ20662@yeti.qsent.com> Hello, I've been using RT for a few weeks now and it's pretty awesome. One issue that I'm having is that email headers get doubled. partial example: X-RT-Loop-Prevention: qsent.com X-RT-Loop-Prevention: qsent.com Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) RT-Ticket: qsent.com #141 RT-Ticket: qsent.com #141 Reply-To: ps.rt-comment@qsent.com Reply-To: ps.rt-comment@qsent.com all the headers are like this, from, to, subject. It hasn't been a problem because we're mostly outlook shop, except my department, so no one can see the headers anyway. One other side effect I think is related is that mails to the outside get duped, so that if a requestor reqested from, say hotmail, they'll get 2 responses. Has anyone seen this, am I missing something simple? thanks for the help! rick -- Rick Rezinas Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From jim at archer.net Thu Aug 8 14:24:01 2002 From: jim at archer.net (Jim Archer) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] 20-40% failure of mod_perl dynamically loaded Message-ID: <11384199.1028816641@MACDUFF> Hello All... We're planning an RT installation for our new server, which should be here in a week. Anyhow, we noticed that the manual says: "As previously noted, loading mod_perl dynamically (DSO) does not work with RT2 approximately 20-40% of the time. This includes the default Apache + mod_perl installation under Mac OSX." We are planning to run it on Apache and Debian Linux. We're wondering if this is still an issue and if so, can someone describe the nature of this failure? Does this mean it fails to start about 40% of the time, but if it does start it runs, or that 40% of the CGI calls fail? Any info on this would be appreciated. Does anyone know of a workaround that keeps mod_perl dynamically loaded? We might take a stab at fixing it, since we want to keep Apache under package management. Thanks. Jim From khera at kcilink.com Thu Aug 8 14:25:00 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Doesn't work with Apache 2 In-Reply-To: <20020808173609.GA16349@complete.org> References: <20020808041856.GC3593@complete.org> <15698.43558.709772.633634@onceler.kciLink.com> <20020808173609.GA16349@complete.org> Message-ID: <15698.46972.123952.548398@onceler.kciLink.com> >>>>> "JG" == John Goerzen writes: JG> On Thu, Aug 08, 2002 at 01:28:06PM -0400, Vivek Khera wrote: >> So where exactly did you get mod_perl 2.0? It does not exist. JG> http://perl.apache.org/download/index.html Which says "mod_perl 2.0 (in development): Version 1.99_04 - June 22, 2002" the key phrase being "in development". And the version is 1.99_04, not 2.0. >> What you need to do is back down to mod_perl 1.x, and then everything >> should work fine. JG> According to documentation and actual experience, mod_perl 1.x is JG> incompatible with Apache 2. Yes. This is correct. To use mod_perl, you cannot currently use apache2. It is really only suited for developers. Also, *lots* of modules are not yet ported to work with mod_perl, as you've discovered. From khera at kcilink.com Thu Aug 8 14:31:49 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] 20-40% failure of mod_perl dynamically loaded In-Reply-To: <11384199.1028816641@MACDUFF> References: <11384199.1028816641@MACDUFF> Message-ID: <15698.47381.668150.9802@onceler.kciLink.com> >>>>> "JA" == Jim Archer writes: JA> "As previously noted, loading mod_perl dynamically (DSO) does not JA> work with RT2 approximately 20-40% of the time. This includes the JA> default Apache + mod_perl installation under Mac OSX." I run mod_perl as a DSO on FreeBSD and have eactly one issue with it: massive memory leak on restart (via SIGUSR1 or SIGHUP). My work around is to avoid doing that ;-) I think that if the DSO works or does not work it will be consistent, not randomly fail 40% of the time. With linux, expect DSO to work, since the primary development system for mod_perl happens to be linux. From rick.rezinas at qsent.com Thu Aug 8 18:50:55 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] rt backups Message-ID: <20020808225055.GJ21366@yeti.qsent.com> Hello, was browsing the docs for backups and found that the rt2 script (sample) is pending. Curious what sort of viewpoints/tips you folks have on this subject? thanks, rick -- Rick Rezinas Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From gkwagner at cats.ucsc.edu Thu Aug 8 19:50:32 2002 From: gkwagner at cats.ucsc.edu (Gretchen K. Wagner) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Apache authentication, then RT authentication? In-Reply-To: <20020807155001.GM10334@nemesis.ox.icnet.uk> Message-ID: On Wed, 7 Aug 2002, Dave Ewart wrote: > 1. Open http://.../rt2/ and receive popup browser password prompt as > expected; > > 2. On entering username/password correctly, I get dumped at the RT login > screen - asking for username and password as it used to before I enable > $WebExternalAuth. (RT works normally once entering after entering this > username/password BTW) I have this same problem as well, with a fresh/otherwise unmodified build of 2.0.14, with mod_auth_pam 1.1.1 compiled statically into Apache 1.3.26. Authenticate once fine, then get the RT login screen. Of course, in this case, the RT login requires the local/RT password -- it doesn't end up passing it off to PAM (which works for other similarly protected webspace on this server). Ideas, anyone? Perhaps I'm setting $WebExternalAuth improperly (couldn't find any relevent documentation or useful examples in mailing list archives). -- Gretchen K. Wagner gkwagner@cats.ucsc.edu From pdh at snapgear.com Thu Aug 8 20:55:35 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] doubled headers In-Reply-To: <20020808181233.GJ20662@yeti.qsent.com> References: <20020808181233.GJ20662@yeti.qsent.com> Message-ID: <20020809005535.GR457@luggage> Rick Rezinas wrote: > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) Something strikes me as weird and possibly related here. This header changed to "Managed-by" (or maybe "Managed-By") around 2.0.5. "Managed-BY: 2.0.13" shouldn't be possible unless you've got a half-assed upgrade there. What version of /path/to/rt2/lib/RT/Action/SendEmail.pm have you? -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From markb at server101.com Thu Aug 8 21:36:30 2002 From: markb at server101.com (Mark Bathie) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] rt sendmail problems Message-ID: <20020809113630.F6881@bofh.server101.com> Hi everyone, Just started playing with rt and am having problems getting emails to appear in rt web interface. Sendmail spits out the following guff... Aug 9 11:23:10 flod sendmail[22620]: g791NAR22620: from=root, size=20, class=0, nrcpts=1, msgid=<200208090123.g791NAR22620@flod.server101.com>, relay=root@localhost Aug 9 11:23:10 flod smrsh: uid 8: attempt to use rt-mailgate --queue support --action correspond Aug 9 11:23:10 flod sendmail[22623]: g791NAR22620: to="|/opt/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr=support (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30020, dsn=5.0.0, stat=Service unavailable Aug 9 11:23:10 flod sendmail[22623]: g791NAR22620: g791NAQ22623: DSN: Service unavailable Aug 9 11:23:10 flod sendmail[22623]: g791NAQ22623: to=root, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30120, dsn=2.0.0, stat=Sent As you can see the alias "support" points to the rt-mailgate pipe, but I get the Serivce unavailable message ?? Another thing to consider, when I simply type> echo "test" | /opt/rt2/bin/rt-mailgate --queue support --action correspond on the command line, I get an entry in the web interface. any ideas ? thanks in advance. ___________ Mark Bathie markb@server101.com http://www.server101.com Webhosting and E-commerce Solutions Phone : AU (07)38766 101 US 877 7762 101 Fax : +61 7 38763 101 From darren at dazza.org Thu Aug 8 22:40:48 2002 From: darren at dazza.org (Darren Nickerson) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] rt2stats - patch References: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net> <20020718083813.GB6180@netthink.co.uk> <3D52A38F.4050803@hamburg.fcb.com> Message-ID: <00f301c23f4e$2cb9d390$3d20a6d1@dazzawinxp> Harald, Any chance you can coordinate with Jesse to get this stuff put into contrib/ now that you're the maintainer? Increased exposure will mean increased feedback, one would hope ;-) -Darren ----- Original Message ----- From: Harald Wagener To: 'rt-users@lists.fsck.com' Sent: Thursday, August 08, 2002 12:59 PM Subject: Re: [rt-users] rt2stats - patch Simon Cozens wrote: > Hall, Christian N: > >> I am looking for the rt2stats package. If anyone has a link or of a >>known site that would be great. > > > http://users.ox.ac.uk/~simon/stats.tar.gz > > No instructions, no support, have fun! > Hello, attached You will find a patch that should make the Statistics package a bit more generic . CallsMultiQueue needs something better than @queues => qw(general) (the right hand side should be an array of all active queues fo the current user - anybody have the code for that at hand?); and Resolution.html should have something better than $queue => "general" as well. My main additions are links back to RT or the Statistics start page on all the sub pages. Mind that some of the graphs are not created on my system. I get the following error: [Thu Aug 8 11:42:02 2002] [error] Apache::GD::Graph: GET //chart?type=lines&x_labels=[Sun%204,Mon%205,Tue%206,Wed%207,Thu%208]&y_number_format=&data1=[,62299,31080,12349] HTTP/1.0: Size of x_labels not the same as length of data. Regards, Harald PS: quick instructions: - get Apache::GD::Graph installed (via CPAN). This might require installing gd and gd-devel (in redhat lingo), as well as some graphics libraries (libfreetype, libpng, libjpeg, libXpm (not needed)) and a fistful of perl modules (GD, GD::Graph, GT::Text::Util, Font::TTF, possibly others). - configure Your rt location in httpd.conf similar to this: DocumentRoot /path/to/rt2/WebRT/html ServerName rt.yournamehere.com ErrorLog logs/error_log_rt CustomLog logs/access_log_rt combined PerlModule Apache::DBI PerlFreshRestart On PerlRequire /path/to/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler +Apache::GD::Graph - put the Statistics Directory into /path/to/rt2/WebRT/html - restart Your httpd (ideally stopping and starting) - go to $RT::WebUrl/Statistics and behold the wonders of the Statistics package - If You're in a good mood, fix some errors with the package and post Your diff (- : -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com ------------------------------------------------------------------------------ diff -r -U2 Statistics.orig/CallsMultiqueue.html Statistics/CallsMultiqueue.html --- Statistics.orig/CallsMultiqueue.html Tue Feb 19 06:56:11 2002 +++ Statistics/CallsMultiqueue.html Thu Aug 8 11:47:18 2002 @@ -2,4 +2,8 @@ Number of Tickets Per Queue Per Day +>Back to RT + Statistics/ >Back to Statistics + + @@ -89,5 +93,5 @@ -% my $url = 'https://rt.oucs.ox.ac.uk/chart?type=lines&x_labels=['; +% my $url = $RT::WebURL.'/chart?type=lines&x_labels=['; % $url .= join ",", @{ shift @data }; % $url .= ']&'; @@ -102,5 +106,5 @@ $status => "resolved" $max => 5 -@queues => qw(advisory maillist registration micros) +@queues => qw(general) $weekends => 0 diff -r -U2 Statistics.orig/CallsQueueDay.html Statistics/CallsQueueDay.html --- Statistics.orig/CallsQueueDay.html Tue Feb 19 06:56:11 2002 +++ Statistics/CallsQueueDay.html Thu Aug 8 11:28:48 2002 @@ -2,4 +2,7 @@ Number of Tickets Handled in Per Day +>Back to RT + Statistics/ >Back to Statistics + @@ -60,5 +63,5 @@ -% my $url = $RT::WebURL.'/chart?type=lines&x_labels=['; +% my $url = $RT::WebURL.'chart?type=lines&x_labels=['; % $url .= join ",", @{ shift @data }; % $url .= ']&'; @@ -74,5 +77,5 @@ Per Day +>Back to RT + Statistics/ >Back to Statistics + diff -r -U2 Statistics.orig/Resolution.html Statistics/Resolution.html --- Statistics.orig/Resolution.html Tue Feb 19 06:56:11 2002 +++ Statistics/Resolution.html Thu Aug 8 11:47:45 2002 @@ -2,4 +2,7 @@ Average Time-to-resolution for Tickets in +>Back to RT + Statistics/ >Back to Statistics + @@ -73,5 +76,5 @@ >Back to RT + Statistics/ >Back to Statistics + + -------------- next part -------------- An HTML attachment was scrubbed... URL: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020808/60a11b2f/attachment.htm From raanders at acm.org Thu Aug 8 23:23:10 2002 From: raanders at acm.org (Roderick A. Anderson) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] rt sendmail problems In-Reply-To: <20020809113630.F6881@bofh.server101.com> Message-ID: On Fri, 9 Aug 2002, Mark Bathie wrote: > Hi everyone, > > Just started playing with rt and am having problems getting emails to appear in rt web interface. Sendmail spits out the following guff... > > Aug 9 11:23:10 flod sendmail[22620]: g791NAR22620: from=root, size=20, > class=0, nrcpts=1, > msgid=<200208090123.g791NAR22620@flod.server101.com>, > relay=root@localhost > Aug 9 11:23:10 flod smrsh: uid 8: attempt to use rt-mailgate --queue > support --action correspond Try this command (substituting the correct stuff for your install.) ln -s /path/to/rt/bin/rt-mailgate /etc/smrsh/rt-mailgate > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm It's mentioned here ^^^ or here ^^^. :-) Cheers, Rod -- "Open Source Software - Sometimes you get more than you paid for..." From markb at server101.com Fri Aug 9 00:24:54 2002 From: markb at server101.com (Mark Bathie) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] rt sendmail problems In-Reply-To: ; from raanders@acm.org on Thu, Aug 08, 2002 at 08:23:10PM -0700 References: <20020809113630.F6881@bofh.server101.com> Message-ID: <20020809142454.A20170@bofh.server101.com> Thanks for the help... after creating the symlink I get the following error Aug 9 14:18:23 flod sendmail[22799]: g794INp22799: from=root, size=20, class=0, nrcpts=1, msgid=<200208090418.g794INp22799@flod.server101.com>, relay=root@localhost Aug 9 14:18:23 flod sendmail[22802]: g794INp22799: to="|/opt/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr=support (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30020, dsn=5.3.0, stat=unknown mailer error 2 Aug 9 14:18:23 flod sendmail[22802]: g794INp22799: g794INo22802: DSN: unknown mailer error 2 Aug 9 14:18:23 flod sendmail[22802]: g794INo22802: to=root, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30120, dsn=2.0.0, stat=Sent I couldn't find any reference to this error in the FAQ :( cheers, Mark. * Roderick A. Anderson (raanders@acm.org) wrote: > On Fri, 9 Aug 2002, Mark Bathie wrote: > > > Hi everyone, > > > > Just started playing with rt and am having problems getting emails to appear in rt web interface. Sendmail spits out the following guff... > > > > > Aug 9 11:23:10 flod sendmail[22620]: g791NAR22620: from=root, size=20, > > class=0, nrcpts=1, > > msgid=<200208090123.g791NAR22620@flod.server101.com>, > > relay=root@localhost > > > Aug 9 11:23:10 flod smrsh: uid 8: attempt to use rt-mailgate --queue > > support --action correspond > > Try this command (substituting the correct stuff for your install.) > > ln -s /path/to/rt/bin/rt-mailgate /etc/smrsh/rt-mailgate > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > It's mentioned here ^^^ or here ^^^. :-) > > > Cheers, > Rod > -- > "Open Source Software - Sometimes you get more than you paid for..." From pdh at snapgear.com Fri Aug 9 01:35:59 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] doubled headers In-Reply-To: <20020809011100.GT20662@yeti.qsent.com> References: <20020808181233.GJ20662@yeti.qsent.com> <20020809005535.GR457@luggage> <20020809011100.GT20662@yeti.qsent.com> Message-ID: <20020809053559.GA457@luggage> [copying back to rt-users] Rick Rezinas wrote: > here's the header there: > > # $Header: /raid/cvsroot/rt/lib/RT/Action/SendEmail.pm,v 1.3 2002/02/28 06:49:09 jesse Exp $ > # Copyright 2000 Jesse Vincent and Tobias Brox > # Released under the terms of the GNU Public License Right, that's the version I'd expect for 2.0.13. > This is for a fresh install, never had installed before. It seems to be > working just fine otherwise. Hmm. > > Rick Rezinas wrote: > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) OK, what do you get from find /path/to/rt2 -type f print | xargs grep -i managed-by ? -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Fri Aug 9 01:45:14 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] doubled headers In-Reply-To: <20020809053559.GA457@luggage> References: <20020808181233.GJ20662@yeti.qsent.com> <20020809005535.GR457@luggage> <20020809011100.GT20662@yeti.qsent.com> <20020809053559.GA457@luggage> Message-ID: <20020809054514.GB457@luggage> Phil Homewood wrote: > OK, what do you get from > find /path/to/rt2 -type f print | xargs grep -i managed-by Never mind; it looks like something around 2.0.12/2.0.13 did have the busted case (though I can't immediately see where.) So ignore that. It's probably irrelevant. :-) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From hwagener at hamburg.fcb.com Fri Aug 9 09:18:21 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] rt2stats - patch References: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net> <20020718083813.GB6180@netthink.co.uk> <3D52A38F.4050803@hamburg.fcb.com> <00f301c23f4e$2cb9d390$3d20a6d1@dazzawinxp> Message-ID: <3D53C11D.8000604@hamburg.fcb.com> Darren Nickerson wrote: > Harald, > > Any chance you can coordinate with Jesse to get this stuff put into > contrib/ now that you're the maintainer? > > Increased exposure will mean increased feedback, one would hope ;-) > > -Darren > > IMHO, the Statistics page is not yet up shape for general distribution. I have about a dozen things I'd like to improve on (and that might take a while, since I only inherited it yesterday. Maybe some time later. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From mmoorcroft at mail.arc.nasa.gov Fri Aug 9 04:16:31 2002 From: mmoorcroft at mail.arc.nasa.gov (Mark Moorcroft) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Perl 5.8 Message-ID: Upon running make fixdeps on my OSX Server box I find that it seems to want to install a newer Perl than 5.6.0. The README would indicate that 5.6.0 is supported and I'm hoping to avoid rebuilding Apache, PHP, mod_perl and all the other damn modules. OSX puts things in non-standard places, so this whole process becomes a nightmare once Perl is updated by fixdeps (I already went down that road once and I started over). Any comments?? --MM -- Mark Moorcroft ELORET Corp. 650-604-4784 (32) mailto:mmoorcroft@mail.arc.nasa.gov From smylers at gbdirect.co.uk Fri Aug 9 04:25:10 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Perl 5.8 In-Reply-To: Message-ID: Mark Moorcroft wrote: > Upon running make fixdeps on my OSX Server box I find that it seems to > want to install a newer Perl than 5.6.0. I'm guessing here, but I think this could be because the CPAN module has noticed that the most-recently released version of a module it needs is in the Perl 5.8 distribution. The was a flurry of this kind of thing shortly after 5.8's release. I believe this resulted in CPAN being upgraded; try upgrading to the latest CPAN first then trying again. Smylers -- GBdirect http://www.gbdirect.co.uk/ From francisv at dagupan.com Fri Aug 9 06:38:06 2002 From: francisv at dagupan.com (francisv@dagupan.com) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Meaningful From: address Message-ID: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> Hi, Whenever RT responds to an e-mail, it appears as -- "help" . I know that "help" is a queue but can I make it appear as a different name to the rest of the world? (i.e. Customer Support ) --- francis a. vidal [bitstop network services] | http://www.bitstop.ph streaming media + web hosting | http://www.keystone.ph v(02)330-2871,(02)330-2872; f(02)330-2873 | http://www.kuro.ph From robie at principle.co.uk Fri Aug 9 07:05:47 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Meaningful From: address In-Reply-To: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> Message-ID: <1028891147.19118.56.camel@debian> On Fri, 2002-08-09 at 11:38, francisv@dagupan.com wrote: > Whenever RT responds to an e-mail, it appears as -- "help" . I > know that "help" is a queue but can I make it appear as a different name to > the rest of the world? (i.e. Customer Support ) Just putting it into the Description box in the Queue configuration worked for me. Robie. From raanders at acm.org Fri Aug 9 08:32:02 2002 From: raanders at acm.org (Roderick A. Anderson) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] rt sendmail problems In-Reply-To: <20020809142454.A20170@bofh.server101.com> Message-ID: On Fri, 9 Aug 2002, Mark Bathie wrote: > Thanks for the help... > > after creating the symlink I get the following error > > Aug 9 14:18:23 flod sendmail[22799]: g794INp22799: from=root, size=20, > class=0, nrcpts=1, > msgid=<200208090418.g794INp22799@flod.server101.com>, > relay=root@localhost > Aug 9 14:18:23 flod sendmail[22802]: g794INp22799: > to="|/opt/rt2/bin/rt-mailgate --queue support --action correspond", > ctladdr=support (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, > pri=30020, dsn=5.3.0, stat=unknown mailer error 2 From ben at oculan.com Fri Aug 9 09:36:14 2002 From: ben at oculan.com (Benjamin Reed) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] doubled headers In-Reply-To: <20020809053559.GA457@luggage> References: <20020808181233.GJ20662@yeti.qsent.com> <20020809005535.GR457@luggage> <20020809011100.GT20662@yeti.qsent.com> <20020809053559.GA457@luggage> Message-ID: <1028900174.14709.6.camel@linux-ben> On Fri, 2002-08-09 at 01:35, Phil Homewood wrote: > > > Rick Rezinas wrote: > > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) > > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) I've seen this before, it started happening when I upgraded some of the perl modules RT depends on (maybe 3 or 4 weeks ago). You may want to just try going into CPAN and doing an "r" to see if there's anything mail-related that's out of date, I did that recently and the problem went away. -- Ben Reed (ben@oculan.com) http://www.oculan.com/ From khera at kcilink.com Fri Aug 9 10:50:26 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] Perl 5.8 In-Reply-To: References: Message-ID: <15699.54962.888954.649148@onceler.kciLink.com> >>>>> "MM" == Mark Moorcroft writes: MM> Upon running make fixdeps on my OSX Server box I find that it seems MM> to want to install a newer Perl than 5.6.0. The README would indicate MM> that 5.6.0 is supported and I'm hoping to avoid rebuilding Apache, MM> PHP, mod_perl and all the other damn modules. OSX puts things in MM> non-standard places, so this whole process becomes a nightmare once MM> Perl is updated by fixdeps (I already went down that road once and I MM> started over). Any comments?? First, update your CPAN module to the latest. Then run the fixdeps. It will not trample your 5.6 installation with anything newere without explicit OK by you. The CPAN module that comes with 5.6 is bad that way. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera@kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From rick.rezinas at qsent.com Fri Aug 9 12:22:12 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] doubled headers In-Reply-To: <1028900174.14709.6.camel@linux-ben> References: <20020808181233.GJ20662@yeti.qsent.com> <20020809005535.GR457@luggage> <20020809011100.GT20662@yeti.qsent.com> <20020809053559.GA457@luggage> <1028900174.14709.6.camel@linux-ben> Message-ID: <20020809162212.GD22796@yeti.qsent.com> Thanks Ben and Phil for the help! The problem was with a perl module: Mail::Address was 1.45. 1.48 is the latest. Both problems appear to be resolved now, double headers and twin emails being sent. rick On Fri, 09 Aug 2002, Benjamin Reed wrote: > On Fri, 2002-08-09 at 01:35, Phil Homewood wrote: > > > > > Rick Rezinas wrote: > > > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) > > > > > Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) > > I've seen this before, it started happening when I upgraded some of the > perl modules RT depends on (maybe 3 or 4 weeks ago). You may want to > just try going into CPAN and doing an "r" to see if there's anything > mail-related that's out of date, I did that recently and the problem > went away. > > -- > Ben Reed (ben@oculan.com) > http://www.oculan.com/ > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From khera at kcilink.com Fri Aug 9 12:55:28 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:37 2004 Subject: [rt-users] upgrade warning message Message-ID: <15699.62464.770746.453953@onceler.kciLink.com> I just did an upgrade from 2.0.11 to 2.0.14 and got this message during the insertdata step: % rt2/etc/insertdata 2.0.11 Looking for new objects to add to the database since 2.0.11 Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267. Creating ACL...done. Creating users...done. Creating groups...done. Creating queues...done. Creating ScripActions...11.12.done. Creating ScripConditions...done. Creating templates...done. Creating Scrips...38.39.done. % I have latest versions of all perl modules except mason, which I kept at 1.05. From jrichard at digitalwest.net Fri Aug 9 13:18:45 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Creating a ticket on behalf of a requestor? Message-ID: <20020809101845.M18184@homer.digitalwest.net> Is there anyway to determine whether a ticket was opened by a logged in user on behalf of someone else and have that notated in the template output? For example, I login and select "New ticket in.. support". In the "Create a new ticket" screen that comes up I modify the requestor to be the username assigned to a customer. I'd like the top of the Correspondence output to say something to the effect of: (Ticket created by jrichard on behalf of ) -jr -- Josh Richards Digital West Networks, Inc. - "Making Internet Business Better" San Luis Obispo, CA - - ASN 14589 From fox-rt_users at vulpes.net Fri Aug 9 13:18:49 2002 From: fox-rt_users at vulpes.net (Jeremy Doran) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] could not find component for path 'php /Elements/Header' Message-ID: <1028913544.31120.8.camel@pictus.engr.nominum.com> Hi, I'm just trying to install RT 2.0.14 to Apache/1.3.26, and after finally (I believe) fixing it so it doesn't ask if I want to download the pages, now have it so it will present me with the login screen, but when I type in the default user root & password, I get the following error: System error error: could not find component for path 'php /Elements/Header' context: 1: <&php /Elements/Header, Title=>"Start page", Refresh => $session{'home_refresh_interval'} &> 2: <&php /Elements/Tabs, current_toptab => '' &> 3: 4: 5:
... code stack: /usr/local/rt2/WebRT/html/index.html:1 /usr/local/rt2/WebRT/html/autohandler:58 I've checked my etc/config.pm and the MasonComponent stuff all seems to be pointing to directories which do exist: $MasonComponentRoot = "/usr/local/rt2/WebRT/html"; $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html"; $MasonDataDir = "/usr/local/rt2/WebRT/data"; $MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata"; and Elements/Header _is_ there under $MasonComponentRoot - it just doesn't seem to be found by the script. Not sure if it could be my web configuration, but here's what we have anyway: # RT2 configuration AllowOverride AuthConfig Options ExecCGI RemoveType .html Alias /rt2 /usr/local/rt2/WebRT/html PerlModule Apache::DBI PerlFreshRestart On PerlRequire /usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason (btw, I need the RemoveType in there as we have AddType application/x-httpd-php globally for .html files on the server, and this seemed to affect the open-file-or-save issue) Has anyone seen this before, or could give me a pointer what could be wrong? Thanks, -- J C Doran From gkwagner at cats.ucsc.edu Fri Aug 9 14:33:32 2002 From: gkwagner at cats.ucsc.edu (Gretchen K. Wagner) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Apache authentication, then RT authentication? In-Reply-To: Message-ID: On Thu, 8 Aug 2002, Gretchen K. Wagner wrote: > Ideas, anyone? Perhaps I'm setting $WebExternalAuth improperly (couldn't > find any relevent documentation or useful examples in mailing list archives). After toying about with the WebExternalAuth setting (pointing it to differing PAM libraries), I now get passed/logged directly into RT, but then I get "You are not an authorized user" for any function, and "logout" is now missing. FWIW, here's some relevent config detail from apache: Alias /rt2 "/rt/RT2/WebRT/html" PerlRequire /rt/RT2/bin/webmux.pl AuthType Basic AuthName "Kerberos authentication for RT2" require valid-user SetHandler perl-script PerlHandler RT::Mason -- Gretchen K. Wagner gkwagner@cats.ucsc.edu From khera at kcilink.com Fri Aug 9 14:47:31 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] change in "From" line Message-ID: <15700.3651.438479.277454@onceler.kciLink.com> Since upgrading from 2.0.11 to 2.0.14, my "From" lines look like this: From: "" address@example.com " via RT" before they looked much better: From: address@example.com via RT What's the reasoning behind all the added quotes? This happens with both the "sendmail" and "sendmailpipe" sending methods. Or could this be related to perl's MailTools 1.48 package? -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera@kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From fox-rt_users at vulpes.net Fri Aug 9 14:47:46 2002 From: fox-rt_users at vulpes.net (Jeremy Doran) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] could not find component for path 'php /Elements/Header' In-Reply-To: <1028913544.31120.8.camel@pictus.engr.nominum.com> References: <1028913544.31120.8.camel@pictus.engr.nominum.com> Message-ID: <1028918880.31120.10.camel@pictus.engr.nominum.com> Actually, we've just solved this problem. Turns out that one of my co-workers in trying to help debug the open-file-or-save problem changed some of the tags in the index.html file. Changing them back to what they were meant to be makes it work so much better :) On Fri, 2002-08-09 at 10:18, Jeremy Doran wrote: > > Hi, > > I'm just trying to install RT 2.0.14 to Apache/1.3.26, and after finally > (I believe) fixing it so it doesn't ask if I want to download the pages, > now have it so it will present me with the login screen, but when I type > in the default user root & password, I get the following error: > > System error > error: could not find component for path 'php /Elements/Header' > context: > 1: <&php /Elements/Header, Title=>"Start page", Refresh => > $session{'home_refresh_interval'} &> > 2: <&php /Elements/Tabs, current_toptab => '' &> > 3: > 4: > 5: --- > % my $prio = eval("\$Ticket->Priority"); > % $bgcolor = $todo_colors[$prio]; > > From stefan.scherer at sealsystems.de Wed Aug 14 10:52:10 2002 From: stefan.scherer at sealsystems.de (Stefan Scherer) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] colored ticket lists References: <3D5A6A38.7980312C@sealsystems.de> <3840.209.1.113.195.1029336507.squirrel@webmail.allmopars.com> Message-ID: <3D5A6E9A.FA062FB4@sealsystems.de> > I'd be interested in them. Can you send it to me? The Search/Listings.html diff looks like this. Here I also painted resolved tickets in a green color. 41a42,51 > my @todo_colors = ( "#dadada", "#dad0d0", > "#dacaca", "#dac0c0", > "#dababa", "#dab0b0", > "#daaaaa", "#da9090", > "#da8a8a", "#da7070" ); > my @done_colors = ( "#dadada", "#d0dad0", > "#cadaca", "#c0dac0", > "#badaba", "#b0dab0", > "#aadaaa", "#90da90", > "#8ada8a", "#70da70" ); 49a60,66 > } > my $status = eval("\$Ticket->Status"); > my $prio = eval("\$Ticket->Priority"); > if ($status eq "new" || $status eq "open") { > $bgcolor = $todo_colors[$prio]; > } else { > $bgcolor = $done_colors[$prio]; From jrichard at digitalwest.net Wed Aug 14 15:32:41 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] SelfService interface probs In-Reply-To: <1029314884.17793.7.camel@debian>; from robie@principle.co.uk on Wed, Aug 14, 2002 at 09:48:04AM +0100 References: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com> <1029314884.17793.7.camel@debian> Message-ID: <20020814123241.Q18184@homer.digitalwest.net> * Robie Basak [20020814 01:50]: [..] > Thinking about it, I can make a guess as to what's happening. > > One instance of Apache handled the first request (to create the ticket > or whatever). That corresponding instance of RT created the ticket > inside a database transaction, and committed it. > > Then, another instance (hence definitely a different db handle) did a > query. There's no guarantee that the transaction will yet be seen by > anyone else, because transactions either get seen or don't. So > presumably the database was still busy with it, and would've only shown > it's existence to the previous instance. > > So, if I'm right, using the same db handle consistently would fix it. > I'm not sure if that corresponds to running a single apache process or > not, but whichever way it would hit performance. > > Or the second instance should wait until the first's transaction > appears, but there's no guarantee that it will because you could've > requested to view an invalid ticket. > > I suppose that's just an example of why web-based interfaces aren't > ideal for these things, though unfortunately it's the best we have at > the moment. [..] Hmm...maybe a well situations sleep(x) would take care of it? :-) You think? -jr -- Josh Richards Digital West Networks, Inc. - "Making Internet Business Better" San Luis Obispo, CA - - ASN 14589 From jrichard at digitalwest.net Wed Aug 14 15:35:27 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] auto search In-Reply-To: ; from gauthier@tiscali.net on Tue, Aug 13, 2002 at 10:37:05AM +0200 References: Message-ID: <20020814123527.R18184@homer.digitalwest.net> * Damien Gauthier [20020813 01:50]: > > Is there anybody who can help me o customize the search when i click on a > queue ? Define "customize". You can mess with the mason templates in /usr/local/rt2/WebRT/html/Search/* to do some stuff. -jr -- Josh Richards Digital West Networks, Inc. - "Making Internet Business Better" San Luis Obispo, CA - - ASN 14589 From pdh at snapgear.com Wed Aug 14 20:09:49 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Features Question In-Reply-To: <75BCE92E-AEB5-11D6-B858-00039384A830@megacity.org> References: <20020813022921.GU455@luggage> <75BCE92E-AEB5-11D6-B858-00039384A830@megacity.org> Message-ID: <20020815000949.GJ462@luggage> Derek J. Balling wrote: > OK, the only problem now is that the requestor and the admincc are both > e-mail addresses (which crowds the page significantly). Since both > e-mail addresses map to users, is there any way to tell RT "if you know > who this e-mail address belongs to, just use their RT userid in the > display?".... OK, now you're getting tricky. :-) For some (probably hysterical) reason, a Watcher ISnotA User. Which breaks your assumption that "both e-mail addresses map to users" (as far as the code you're dealing with. You can get to the User from the Watcher by creating a User object and doing a LoadByEmail, and then you have $User->Name to play with...) No, I can't think of an easy way to do this. You /might/ be able to hack the Email function in Watcher.pm to return a User->Name, which would affect at least all fooAsString functions, and might well break other stuff. You could code a Name function into Watcher.pm, then a NamesAsString in Watchers.pm, then AdminCcNamesAsString in Ticket.pm, but that's quite a lot of work. Or you could shrink your font sizes down to microscopic, buy a 24" monitor, and stop caring about wasted horizontal space. :^) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From dmmooney at earthlink.net Wed Aug 14 20:17:26 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] platform configuration Message-ID: Happy to report I recently installed an RT test platform with very few hitches - my sincere thanks to the authors and contributors to what appears to be a VERY powerful addition to our toolset. My group is testing the system - refining queue lists, keyword heirarchy, the usual up-front workload I'm sure... Have a few questions on tweaking RT, and on some [to me] confusing areas in the docs. Apologize if any of this is covered in the archives already! Our test platform is RT 2.0.14 on a SuSE 7.3 PII 366 laptop with 128Meg RAM, 14G HD, mysql backend. Not a screamer by any means, but it's been up to the task thus far. Our production box [not installed yet] is a Solaris8 Netra t1 440Mhz, 512MB RAM & two 9G drives. I'm shy about doing any sort of raid/mirroring configuration here [in future we'll almost certainly need to add an external disk array] - so I plan on putting the database partition and the ~/rt2/WebRT stuff on separate drives to glean a bit of performance improvement. Any recommendations on partition allocation, sizing, naming based upon default destination directories when compiling/installing apache/perl/mysql/RT from source? Most of the user community seem to be running RT on linux/Intel. Any good/bad experiences with Solaris/Sparc? Any Solaris version-specific issues I should be aware of? [we've got every release from 2.5.1 through 2.8 available] We _could_ do RT on linux/intel - but our onhand spare PC's are older PIII-500 machines with small drives [6G], and my mandate is to deploy the box without buying any new hardware. We've got a couple of netra T1's sitting around, so why not? Comments / Suggestions are very welcome. From jrichard at digitalwest.net Wed Aug 14 20:27:12 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] $Ticket->Transactions->Last->Content() Message-ID: <20020814172712.A18184@homer.digitalwest.net> I can get First to work: $Ticket->Transactions->First->Content() but not Last. According to this e-mail: http://lists.fsck.com/pipermail/rt-users/2002-July/009114.html it has worked for the poster. Not for me. I get: -- Program fragment delivered error ``Can't locate object method "Last" via package "RT::Transactions" (perhaps you forgot to load "RT::Transactions"?) at template line 26, line 1430.'' -- We're running 2.0.14. Anyone run into this? -jr -- Josh Richards Digital West Networks, Inc. - "Making Internet Business Better" San Luis Obispo, CA - - ASN 14589 From pdh at snapgear.com Wed Aug 14 20:50:52 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] $Ticket->Transactions->Last->Content() In-Reply-To: <20020814172712.A18184@homer.digitalwest.net> References: <20020814172712.A18184@homer.digitalwest.net> Message-ID: <20020815005052.GM462@luggage> Josh Richards wrote: > I can get First to work: > $Ticket->Transactions->First->Content() > but not Last. You need to be running a quite recent version of DBIx::SearchBuilder. 0.61 is apparently a suitable version for general use. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From colleen at darksideproductions.net Wed Aug 14 21:20:07 2002 From: colleen at darksideproductions.net (Colleen) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] getting the number of search results Message-ID: <12F63B1280D5E444930A872E98BF552D585A44@darkside1.darksideproductions.net> > From: Jesse Vincent jesse@bestpractical.com > Date: Wed, 12 Sep 2001 16:36:35 -0400 > > ------------------------------------------------------------------------ ---- > > You probably want to add a <% $session{'tickets'}->Count %> results found > line to Search/Listing.html > > > On Wed, Sep 12, 2001 at 07:32:51PM +0000, Darren Grabowski wrote: > > We are using RT for our abuse tickets. Is there an easy way to put the > > total number of tickets found when doing a content search? We like to > > know how many complaints we got on a particular spammer. > > > > darren > > I tried this out and it seemed to work for quick searches from the front page of the Web UI. But when I went into the search page and did a search on tickets created after '7/1/02' and before '8/1/02', 4 results showed but the result was 49. Does the 49 include those that have statuses of "resolved" "dead" or "stalled", while the 4 visible tickets only represent the new/open tickets ("new" is what I see for these tickets)? Is there a way to get the iterator of the visible rows, $i to print the count of the search results? Thanks! Colleen From kazu at kmn.co.jp Thu Aug 15 03:14:48 2002 From: kazu at kmn.co.jp (Kazu Kimura) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] installation problem Message-ID: <018201c2442b$74968820$3e0aa8c0@Office> Hello all, I tried to install the latest rt-2-0-14 but still fails. Currently, I cannot add CGI::Cookie 1.20 and when I ran make fixdeps it fails as follows. - - - - - - - - - - - - - - - - - - - - - - - - - - - - (Quote start: Checking for CGI::Cookie 1.20 ....CGI::Cookie 1.20 not installed.Installing wit h CPAN...Going to read /usr/home/kazu/.cpan/sources/authors/01mailrc.txt.gz Going to read /usr/home/kazu/.cpan/sources/modules/02packages.details.txt.gz Scanning cache /usr/home/kazu/.cpan/build for sizes There's a new CPAN.pm version (v1.62) available! You might want to try install Bundle::CPAN reload cpan without quitting the current session. It should be a seamless upgrade while we are running... Going to read /usr/home/kazu/.cpan/sources/modules/03modlist.data.gz Running make for L/LD/LDS/CGI.pm-2.81.tar.gz CPAN: MD5 loaded ok Checksum for /usr/home/kazu/.cpan/sources/authors/id/L/LD/LDS/CGI.pm-2.81.tar.gz ok CGI.pm-2.81/ (snip) CGI.pm-2.81/Makefile.PL CGI.pm-2.81/cgi-lib_porting.html Removing previously used /usr/home/kazu/.cpan/build/CGI.pm-2.81 CPAN.pm: Going to build L/LD/LDS/CGI.pm-2.81.tar.gz Can't locate 5.60 in @INC (@INC contains: /usr/libdata/perl/5.00503/mach /usr/li bdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/ lib/perl5/site_perl/5.005 .) at Makefile.PL line 2. Running make test Make had some problems, maybe interrupted? Won't test Running make install Make had some problems, maybe interrupted? Won't install quote end) - - - - - - - - - - - - - - - - - - - - - - - - - - - My environment is FreeBSD4.6, perl 5.00503. Do you have any suggestion? Regards, Kazu -------------- next part -------------- An HTML attachment was scrubbed... URL: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020815/a1971425/attachment.html From robie at principle.co.uk Thu Aug 15 04:20:49 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] RT 2.0.14 - is there a way to highlight tickets, which I need to react on? In-Reply-To: References: Message-ID: <1029399649.19624.3.camel@debian> On Wed, 2002-08-07 at 23:56, Ronny Bremer wrote: > Hi there, > > while I was using RT 1 for a while I recently switched to RT 2. Great > difference, great functionality -> Jesse :) > > Anyway, quick question. If I look at a search for all my open tickets, > I cannot dertermine directly, if I need to react on a specific one. I > can see last contact and last action, but I would like to see, if the > last action was NOT done by me. > > So if last action != owner, could they be highlighted in some way > directly in the list of open or assigned tickets? I was after something similiar, but I hadn't thought of that very easy way of doing it :) (I was thinking more of a flag per ticket specifying if the new owner has seen it yet, but that would involve messing with the DB I think). So I implemented what you said. My modifications to MyTickets are below, which include this change and also adding a Priority field (easy to remove if you don't want it). Robie. --- /usr/local/rt2/WebRT/html/Elements/MyTickets Tue Nov 6 23:06:58 2001 +++ /var/local/rt2/WebRT/html/Elements/MyTickets Thu Aug 15 09:12:26 2002 @@ -1,14 +1,19 @@ -<& /Elements/TitleBoxStart, title => "25 highest priority tickets I own..." &> +<& /Elements/TitleBoxStart, title => "25 highest priority open and new tickets I own..." &>
> ... > code stack: /usr/local/rt2/WebRT/html/index.html:1 > /usr/local/rt2/WebRT/html/autohandler:58 > > I've checked my etc/config.pm and the MasonComponent stuff all seems to > be pointing to directories which do exist: > > $MasonComponentRoot = "/usr/local/rt2/WebRT/html"; > $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html"; > $MasonDataDir = "/usr/local/rt2/WebRT/data"; > $MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata"; > > and Elements/Header _is_ there under $MasonComponentRoot - it just > doesn't seem to be found by the script. > > Not sure if it could be my web configuration, but here's what we have > anyway: > > # RT2 configuration > > AllowOverride AuthConfig > Options ExecCGI > RemoveType .html > > Alias /rt2 /usr/local/rt2/WebRT/html > PerlModule Apache::DBI > PerlFreshRestart On > PerlRequire /usr/local/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > (btw, I need the RemoveType in there as we have AddType > application/x-httpd-php globally for .html files on the server, and this > seemed to affect the open-file-or-save issue) > > Has anyone seen this before, or could give me a pointer what could be > wrong? > > Thanks, > -- > J C Doran > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rich+rt at lafferty.ca Fri Aug 9 14:57:42 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] change in "From" line In-Reply-To: <15700.3651.438479.277454@onceler.kciLink.com>; from khera@kcilink.com on Fri, Aug 09, 2002 at 02:47:31PM -0400 References: <15700.3651.438479.277454@onceler.kciLink.com> Message-ID: <20020809145742.A2523@lafferty.ca> On Fri, Aug 09, 2002 at 02:47:31PM -0400, Vivek Khera wrote: > Since upgrading from 2.0.11 to 2.0.14, my "From" lines look like this: > > From: "" address@example.com " via RT" > > before they looked much better: > > From: address@example.com via RT > > What's the reasoning behind all the added quotes? Well, your "much better" example will break the MTA. :-) That's not an email address in front, it's a realname. (It will also break with commas, etc.) IIRC, the inside set of quotes is from the original email, extracted by RT::Interface::Email on the way in. The outside set of quotes is from RT::Action::SendEmail on the way out. Both are probably unnecessary, but one is necessary. I decided we should always have quotes on outgoing messages to take care of RFC 2822 compliance, but not store quotes in RT's database in the Real Name field when they've been added to incoming mail because of RFC 2822 compliance. Patch against my 2.0.13 install appended. -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich@lafferty.ca -----------+----------------------------------------------- -------------- next part -------------- --- rt2-orig/lib/RT/Action/SendEmail.pm Fri Jul 12 10:31:20 2002 +++ rt2-esmith/lib/RT/Action/SendEmail.pm Fri Jul 12 12:12:55 2002 @@ -291,6 +291,7 @@ unless ($self->TemplateObj->MIMEObj->head->get('From')) { my $friendly_name=$self->TransactionObj->CreatorObj->RealName; + $friendly_name =~ s/"/\\"/g; # TODO: this "via RT" should really be site-configurable. $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); } --- rt2-orig/lib/RT/Interface/Email.pm Fri Jul 12 12:07:46 2002 +++ rt2-esmith/rt2/lib/RT/Interface/Email.pm Fri Jul 12 12:24:23 2002 @@ -336,6 +336,10 @@ #Suck the address of the sender out of the header my ($Address, $Name) = ParseSenderAddressFromHead($head); + + # Incoming mail address may have quotes around name part + $Name =~ s/^"//; + $Name =~ s/"$//; #This will apply local address canonicalization rules $Address = RT::CanonicalizeAddress($Address); From khera at kcilink.com Fri Aug 9 15:26:59 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] change in "From" line In-Reply-To: <20020809145742.A2523@lafferty.ca> References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca> Message-ID: <15700.6019.374559.392567@onceler.kciLink.com> >>>>> "RL" == Rich Lafferty writes: RL> On Fri, Aug 09, 2002 at 02:47:31PM -0400, Vivek Khera wrote: >> Since upgrading from 2.0.11 to 2.0.14, my "From" lines look like this: >> >> From: "" address@example.com " via RT" >> >> before they looked much better: >> >> From: address@example.com via RT >> >> What's the reasoning behind all the added quotes? RL> Well, your "much better" example will break the MTA. :-) That's not an RL> email address in front, it's a realname. (It will also break with RL> commas, etc.) Well, no, it won't make a bit of difference given the way it is quoted now. The realname part is outside of a quoted environment. Seems to me the better way would be to put the realname part in the comments section of the address and format it like this: From: queue@mydomain.com (address@example.com via RT) and just protect parens in the friendly name part. btw: your patch doesn't apply to 2.0.14 cleanly. From rich+rt at lafferty.ca Fri Aug 9 15:47:39 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] change in "From" line In-Reply-To: <15700.6019.374559.392567@onceler.kciLink.com>; from khera@kcilink.com on Fri, Aug 09, 2002 at 03:26:59PM -0400 References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca> <15700.6019.374559.392567@onceler.kciLink.com> Message-ID: <20020809154739.C2523@lafferty.ca> On Fri, Aug 09, 2002 at 03:26:59PM -0400, Vivek Khera wrote: > RL> Well, your "much better" example will break the MTA. :-) That's not an > RL> email address in front, it's a realname. (It will also break with > RL> commas, etc.) > > Well, no, it won't make a bit of difference given the way it is quoted > now. The realname part is outside of a quoted environment. Yep, it will. Try a realname with an email address and a comma -- or worse, with a lone double-quote in it. I've no idea what a "quoted environment" is in an address, and neither does 2822, so I don't know what the last sentence means. But yes, the way that it is quoted now also breaks. But the idea of fixing it is to make it work, not make it break differently. :-) You can either evaluate whether or not it needs to be quoted, or you can blindly quote. Blindly quote is easier, so there it is. Of course, no-one is forcing you to apply it -- if you think it should be done some other way, you're welcome to write that instead. :-) (I find ``addr (name)'' to be ugly compared to ``name ''. Important things go first if you read left to right.) > btw: your patch doesn't apply to 2.0.14 cleanly. Quite possibly, but the changes are trivial -- try using vpatch instead. :-) It's only five new lines, and only three of them are code. One thing I forgot to mention (thanks, Jesse :-) is that my patch doesn't make things prettier for addresses already in the database that have quotes around them, although it guarantees they'll be legal. I also removed all of the quotes around addresses in the DB when I applied it. -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich@lafferty.ca -----------+----------------------------------------------- From mike at daboyz.org Fri Aug 9 16:22:17 2002 From: mike at daboyz.org (Mike Barrett) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] New User Preferences? Message-ID: <20020809202217.GC8739@daboyz.org> Hi, I just installed RT and I'm having some problems. I'll start with this small one, and then I'll probably send more later :) I've created a new user in my system and filled in all the info. When this user logs in however there is no 'preferences' link to change it's password. Any idea what might be causing this? root gets the preferences box, but not this user. Thanks in advance for any help you can give. -- ________________________________________________________________________ Mike Barrett | "I used to read, now I go to raves." mike@daboyz.org | -- Random MUNI Rider, speaking www.daboyz.org | to my friend Allison. ------------------------+----------------------------------------------- From rich+rt at lafferty.ca Fri Aug 9 16:07:07 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] New User Preferences? In-Reply-To: <20020809202217.GC8739@daboyz.org>; from mike@daboyz.org on Fri, Aug 09, 2002 at 01:22:17PM -0700 References: <20020809202217.GC8739@daboyz.org> Message-ID: <20020809160707.D2523@lafferty.ca> On Fri, Aug 09, 2002 at 01:22:17PM -0700, Mike Barrett wrote: > Hi, I just installed RT and I'm having some problems. I'll start with this > small one, and then I'll probably send more later :) > > I've created a new user in my system and filled in all the info. When this > user logs in however there is no 'preferences' link to change it's password. > > Any idea what might be causing this? root gets the preferences box, but > not this user. Make sure the user has the right ModifySelf. (I find it useful to grant ModifySelf to Everyone in the global group rights panel.) -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich@lafferty.ca -----------+----------------------------------------------- From khera at kcilink.com Fri Aug 9 16:35:59 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] change in "From" line In-Reply-To: <20020809154739.C2523@lafferty.ca> References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca> <15700.6019.374559.392567@onceler.kciLink.com> <20020809154739.C2523@lafferty.ca> Message-ID: <15700.10159.564504.883414@onceler.kciLink.com> >>>>> "RL" == Rich Lafferty writes: RL> But yes, the way that it is quoted now also breaks. But the idea of RL> fixing it is to make it work, not make it break differently. :-) Yes, fixing it so the quoting is done right will solve the problem. But as it stands, the quoting is *way* wrong, leaving the part that was supposed to be protected outside of quotes. RL> Quite possibly, but the changes are trivial -- try using vpatch RL> instead. :-) It's only five new lines, and only three of them are RL> code. The quoting code is quite different. It is not a matter of line or space fuzz. I'll take a stab at it shortly. From mike at daboyz.org Fri Aug 9 17:13:42 2002 From: mike at daboyz.org (Mike Barrett) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] New User Preferences? In-Reply-To: <20020809160707.D2523@lafferty.ca> References: <20020809202217.GC8739@daboyz.org> <20020809160707.D2523@lafferty.ca> Message-ID: <20020809211342.GD8739@daboyz.org> Thanks, that was the problem. On Fri, Aug 09, 2002 at 04:07:07PM -0400, Rich Lafferty wrote: > On Fri, Aug 09, 2002 at 01:22:17PM -0700, Mike Barrett wrote: > > Hi, I just installed RT and I'm having some problems. I'll start with this > > small one, and then I'll probably send more later :) > > > > I've created a new user in my system and filled in all the info. When this > > user logs in however there is no 'preferences' link to change it's password. > > > > Any idea what might be causing this? root gets the preferences box, but > > not this user. > > Make sure the user has the right ModifySelf. (I find it useful to > grant ModifySelf to Everyone in the global group rights panel.) > > -Rich > > -- > Rich Lafferty --------------+----------------------------------------------- > Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! > http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html > rich@lafferty.ca -----------+----------------------------------------------- > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- ________________________________________________________________________ Mike Barrett | "I used to read, now I go to raves." mike@daboyz.org | -- Random MUNI Rider, speaking www.daboyz.org | to my friend Allison. ------------------------+----------------------------------------------- From mike at daboyz.org Fri Aug 9 17:15:36 2002 From: mike at daboyz.org (Mike Barrett) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] requestor-mode web interface? Message-ID: <20020809211536.GE8739@daboyz.org> Another question: How do I get to the requestor-mode web interface? In the install docs it mentions it, and I've given the Requestor group the 'ShowTicket' rights, but I'm not certain how to let requestors see the tickets. Do they need to have accounts in the system, or is just sending in a ticket enough? Thanks again. -- ________________________________________________________________________ Mike Barrett | "I used to read, now I go to raves." mike@daboyz.org | -- Random MUNI Rider, speaking www.daboyz.org | to my friend Allison. ------------------------+----------------------------------------------- From jrichard at digitalwest.net Fri Aug 9 16:47:14 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] New User Preferences? In-Reply-To: <20020809160707.D2523@lafferty.ca>; from rich+rt@lafferty.ca on Fri, Aug 09, 2002 at 04:07:07PM -0400 References: <20020809202217.GC8739@daboyz.org> <20020809160707.D2523@lafferty.ca> Message-ID: <20020809134714.Q18184@homer.digitalwest.net> * Rich Lafferty [20020809 13:10]: > On Fri, Aug 09, 2002 at 01:22:17PM -0700, Mike Barrett wrote: > > I've created a new user in my system and filled in all the info. When this > > user logs in however there is no 'preferences' link to change it's password. > > Make sure the user has the right ModifySelf. (I find it useful to > grant ModifySelf to Everyone in the global group rights panel.) The main downside to this is that you must grant privileges to the user to do this -- which means the auto SelfService entry after login for non-privileged users no longer happens. Anyone have a way around this (besides going to /SelfService/ directly)? -jr -- Josh Richards Digital West Networks, Inc. - "Making Internet Business Better" San Luis Obispo, CA - - ASN 14589 From raanders at acm.org Fri Aug 9 16:55:11 2002 From: raanders at acm.org (Roderick A. Anderson) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Cc Field dropdown Message-ID: I've had a request to have a dropdown list for the Cc field in forms. Since this field should allow multiple addresses I don't think it can be made into a HTML dropdown (Select) list. They only want users to show up in the list. It there a gizmo to provide this functionality already? IF not, I'm thinking a button that presents a dropdown list and then populates the Cc field would be OK. Is there any reason(s) to not do this using Javascript? I'm pretty new to HTML::Mason so don't want to create problems. Rod -- "Open Source Software - Sometimes you get more than you paid for..." From jim at archer.net Fri Aug 9 17:04:14 2002 From: jim at archer.net (Jim Archer) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Cc Field dropdown In-Reply-To: References: Message-ID: <18070483.1028912654@MACDUFF> In general, many people don't like jabvascript because it is supported differently on various browsers and not at all on others. Can you just use an ordinary multiple select field? --On Friday, August 09, 2002 1:55 PM -0700 "Roderick A. Anderson" wrote: > I've had a request to have a dropdown list for the Cc field in forms. > Since this field should allow multiple addresses I don't think it can be > made into a HTML dropdown (Select) list. They only want users to show up > in the list. It there a gizmo to provide this functionality already? > IF not, I'm thinking a button that presents a dropdown list and then > populates the Cc field would be OK. Is there any reason(s) to not do > this using Javascript? I'm pretty new to HTML::Mason so don't want to > create problems. > > > Rod > -- > "Open Source Software - Sometimes you get more than you paid for..." > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jrichard at digitalwest.net Fri Aug 9 17:08:08 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] requestor-mode web interface? In-Reply-To: <20020809211536.GE8739@daboyz.org>; from mike@daboyz.org on Fri, Aug 09, 2002 at 02:15:36PM -0700 References: <20020809211536.GE8739@daboyz.org> Message-ID: <20020809140808.R18184@homer.digitalwest.net> * Mike Barrett [20020809 13:50]: > Another question: How do I get to the requestor-mode web interface? In > the install docs it mentions it, and I've given the Requestor group the > 'ShowTicket' rights, but I'm not certain how to let requestors see the > tickets. > > Do they need to have accounts in the system, or is just sending in a ticket > enough? If you create a user (or assign a password to a user that has sent in a ticket) and make sure that "Let this user be granted rights" is _not_ checked in the Modify User screen then a default SelfService requestor screen comes up that lets people view their open & closed tickets along with create new ones. -jr -- Josh Richards Digital West Networks, Inc. - "Making Internet Business Better" San Luis Obispo, CA - - ASN 14589 From raanders at acm.org Fri Aug 9 17:27:55 2002 From: raanders at acm.org (Roderick A. Anderson) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Cc Field dropdown In-Reply-To: <18070483.1028912654@MACDUFF> Message-ID: On Fri, 9 Aug 2002, Jim Archer wrote: > In general, many people don't like jabvascript because it is supported > differently on various browsers and not at all on others. Can you just use > an ordinary multiple select field? My first thought was to do it this way but the problem is if they want/need to type in an address they can't in a select field. Of course they say they'd never need to do otherwise but we know how that goes. :-) A more ridged technique would be to make a view in the DB of users and a table of others and populate the select field from it. If they want to add someone to the Cc'd list they have to add them to the others table first. Of maybe (and I'm talking from a less than a week of RT experience) a group of unprivileged users that the view could be created from. Anyway I'll look at non-Javascript solutions first. Rod -- "Open Source Software - Sometimes you get more than you paid for..." From jrichard at digitalwest.net Fri Aug 9 17:54:57 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] New User Preferences? In-Reply-To: <20020809134714.Q18184@homer.digitalwest.net>; from jrichard@digitalwest.net on Fri, Aug 09, 2002 at 01:47:14PM -0700 References: <20020809202217.GC8739@daboyz.org> <20020809160707.D2523@lafferty.ca> <20020809134714.Q18184@homer.digitalwest.net> Message-ID: <20020809145457.A6903@homer.digitalwest.net> * Josh Richards [20020809 13:47]: > > > > Make sure the user has the right ModifySelf. (I find it useful to > > grant ModifySelf to Everyone in the global group rights panel.) > > The main downside to this is that you must grant privileges to the user > to do this -- which means the auto SelfService entry after login for > non-privileged users no longer happens. Anyone have a way around this > (besides going to /SelfService/ directly)? Doh! Nevermind. Pseudogroup permissions do not require the user to be privileged. Cool! -jr -- Josh Richards Digital West Networks, Inc. - "Making Internet Business Better" San Luis Obispo, CA - - ASN 14589 From maniezhilan at naturesoft.net Sat Aug 10 06:19:49 2002 From: maniezhilan at naturesoft.net (maniezhilan) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Comment options - not working Message-ID: <3D54E8C5.88C3BE05@naturesoft.net> Dear all, 1. When I Update the ticket comment options using comments not send to requestor, I noticed that the mail is send to the requestor. 2. When I attach a file along with the comment option , I noticed that the attachment is not send to the requestor or watchers, whereas, when a requestor sends a attachment, Iam able to get it along with the ticket. Can any one help me out in this issue. With Regards, J.Mani Ezhilan. From pdh at snapgear.com Sun Aug 11 20:31:53 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Meaningful From: address In-Reply-To: <1028891147.19118.56.camel@debian> References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> <1028891147.19118.56.camel@debian> Message-ID: <20020812003153.GH515@luggage> Robie Basak wrote: > On Fri, 2002-08-09 at 11:38, francisv@dagupan.com wrote: > > Whenever RT responds to an e-mail, it appears as -- "help" . I > > know that "help" is a queue but can I make it appear as a different name to > > the rest of the world? (i.e. Customer Support ) > > Just putting it into the Description box in the Queue configuration > worked for me. It did? Out of the box? I had to apply the attached patch to get that behaviour. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances -------------- next part -------------- Index: lib/RT/Action/Autoreply.pm =================================================================== RCS file: /cvs/local/rt/lib/RT/Action/Autoreply.pm,v retrieving revision 1.1 retrieving revision 1.2 diff -u -r1.1 -r1.2 --- lib/RT/Action/Autoreply.pm 7 Nov 2001 03:28:00 -0000 1.1 +++ lib/RT/Action/Autoreply.pm 24 Mar 2002 23:16:47 -0000 1.2 @@ -49,7 +49,8 @@ } unless ($self->TemplateObj->MIMEObj->head->get('From')) { - my $friendly_name=$self->TicketObj->QueueObj->Name; + my $friendly_name = $self->TicketObj->QueueObj->Description || + $self->TicketObj->QueueObj->Name; $self->SetHeader('From', "$friendly_name <$replyto>"); } From francisv at dagupan.com Sun Aug 11 20:45:47 2002 From: francisv at dagupan.com (francisv@dagupan.com) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Meaningful From: address Message-ID: <10F29E27A956D511B0940050DA8D86A985C4F8@mailserver.dagupan.com> I have a description set in the description box. I have a clean 2.0.14 install. -----Original Message----- From: Phil Homewood [mailto:pdh@snapgear.com] Sent: Monday, August 12, 2002 8:32 AM To: rt-users@lists.fsck.com Subject: Re: [rt-users] Meaningful From: address Robie Basak wrote: > On Fri, 2002-08-09 at 11:38, francisv@dagupan.com wrote: > > Whenever RT responds to an e-mail, it appears as -- "help" . I > > know that "help" is a queue but can I make it appear as a different name to > > the rest of the world? (i.e. Customer Support ) > > Just putting it into the Description box in the Queue configuration > worked for me. It did? Out of the box? I had to apply the attached patch to get that behaviour. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Sun Aug 11 21:03:54 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [fsck.com #1594] Re: [rt-users] change in "From" line In-Reply-To: <20020809145742.A2523@lafferty.ca> References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca> Message-ID: <20020812010354.GK515@luggage> Rich Lafferty wrote: > > From: "" address@example.com " via RT" > > before they looked much better: > > From: address@example.com via RT > > Well, your "much better" example will break the MTA. :-) That's not an > email address in front, it's a realname. (It will also break with > commas, etc.) Actually, the code in SendEmail.pm to deal with quotes looks decidedly bogus to me. The sanitisation of $friendly_name around line 290 in particular seems to a) be within an inappropriate conditional, and b) add quotes that should not be there. Possible patch attached. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances -------------- next part -------------- Index: SendEmail.pm =================================================================== RCS file: /cvs/local/rt/lib/RT/Action/SendEmail.pm,v retrieving revision 1.1.1.4 diff -u -r1.1.1.4 SendEmail.pm --- SendEmail.pm 15 Jul 2002 01:25:46 -0000 1.1.1.4 +++ SendEmail.pm 12 Aug 2002 00:44:56 -0000 @@ -286,12 +286,7 @@ unless ($self->TemplateObj->MIMEObj->head->get('From')) { my $friendly_name=$self->TransactionObj->CreatorObj->RealName; - - if ($friendly_name =~ /^\S+\@\S+$/) { # A "bare" mail address - $friendly_name =~ s/"/\\"/g; - $friendly_name = qq|"$friendly_name"|; - } - + $friendly_name =~ s/"/\\"/g; # TODO: this "via RT" should really be site-configurable. $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); From pdh at snapgear.com Sun Aug 11 21:09:14 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Comment options - not working In-Reply-To: <3D54E8C5.88C3BE05@naturesoft.net> References: <3D54E8C5.88C3BE05@naturesoft.net> Message-ID: <20020812010914.GL515@luggage> maniezhilan wrote: > 1. When I Update the ticket comment options using comments not send to > requestor, I noticed that the mail is send to the > requestor. Sounds like a scrip configuration issue. Make sure your OnComment scrip doesn't NotifyAllWatchers. > 2. When I attach a file along with the comment option , I noticed that > the attachment is not send to the requestor or watchers, > whereas, when a requestor sends a attachment, Iam able to get it > along with the ticket. Scrips again. This is the difference between NotifyAllWatchers and NotifyAllWatchersWithAttach. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Sun Aug 11 21:11:58 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] upgrade warning message In-Reply-To: <15699.62464.770746.453953@onceler.kciLink.com> References: <15699.62464.770746.453953@onceler.kciLink.com> Message-ID: <20020812011158.GM515@luggage> Vivek Khera wrote: > Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267. > > I have latest versions of all perl modules except mason, which I kept > at 1.05. Can you expand on "latest versions" with respect to DBIx::SearchBuilder? -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Sun Aug 11 21:39:28 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Apache authentication, then RT authentication? In-Reply-To: References: Message-ID: <20020812013928.GO515@luggage> Gretchen K. Wagner wrote: > After toying about with the WebExternalAuth setting (pointing it to differing > PAM libraries), I now get passed/logged directly into RT, but then I get "You > are not an authorized user" for any function, and "logout" is now missing. The missing "logout" is, I believe normal, as authentication is now not RT's responsibility. As for "not an authorized user", my reading of the code suggests that this means it couldn't find the user in the RT database. You'll still need to create your users as per usual; WebExternalAuth only provides authentication, not authorisation. (Disclaimer: I don't use WebExternalAuth. I could be speaking crap.) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From jp at oppipoika.net Mon Aug 12 04:08:02 2002 From: jp at oppipoika.net (Janne Pirkkanen) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Users groups modification Message-ID: <1029139682.3d576ce25305c@ssl.nebula.fi> Hi there. This message may show here also second time because I sent it first with wrong sender address. Sorry. This is my first post to this list but I have read it's archives. We have RT 2.13 in test box and it looks wonderfull. I've used many contrib -files to make little modifications to RT:s ui. So I thought that I send this little mod here, if someone finds it usefull (and makes it better). My perl is awfull and RT experience is only two months so please look this code carefully through before using it for real :) So. We are using RT with quite a many different user groups and managing users groups (I like to think user groups as user profiles) felt difficult. So I made mod based on Admin/Groups/Members.html (to be Admin/Users/Groups.html). This makes it possible to go to some users page and see which groups he/she belongs in. And also add/remove user to/from groups. Here are the files. Just drop Groups.html and SelectGroups to there folders and modify UserTabs -file so that you have link to that Admin/Users/Groups.html -file. As always, take backups from your old files before these modifications. ********************* File: Admin/Users/Groups.html starts ********************** %# File created 2002-08-07 J. Pirkkanen . Based on RT 2.0.13 file Admin/Groups/Members.html <& /Admin/Elements/Header, Title => 'RT/Admin/Edit the user '. $User->Name &> <& /Admin/Elements/UserTabs, id => $id &> <& /Elements/ListActions, actions => \@results &> <& /Elements/TitleBoxStart, title => "Editing group memberships for user " . $User- >Name . " (" . $User->RealName . ")" &>
Add groups Current groups
<& /Admin/Elements/SelectGroups, Name => "AddGroups" &> <%PERL> my $GroupList = "(Check box to remove user from group)\n
    \n"; my $ShowList = 0; while ($Group = $Groups->Next()) { while ($GrpMember = $Group->MembersObj->Next()) { my $JumpToNext = 0; if ($GrpMember->UserObj->id == $id) { $GroupList .= "
  • \n"; $GroupList .= "" . $Group->Name . " (" . $Group->Description . ")\n"; $JumpToNext = 1; $ShowList = 1; next; } next if $JumpToNext; } } $GroupList .= "
\n"; % if ($ShowList) { <% $GroupList | n %> % } else { (User doesn't belong to any groups) % }
<& /Elements/TitleBoxEnd &> <& /Elements/Submit &>
<%ARGS> $AddGroups => undef $id => undef <%INIT> my $User = new RT::User($session{'CurrentUser'}); if (!($User->CurrentUserHasRight('AdminGroups'))) { Abort('No permission to execute command.'); } $User->Load($id); my $Groups = new RT::Groups($session{'CurrentUser'}); $Groups->LimitToReal(); my $Group = new RT::Group($session{'CurrentUser'}); my $GrpMember = new RT::GroupMember($session{'CurrentUser'}); my (@results); my $key; foreach $key (keys %ARGS) { if ($key =~ /^DeleteMember-(\d+)$/) { my $grpid = $1; $Group->Load($grpid) || Abort('Could not load group'); my ($val,$msg) = $Group->DeleteMember($id); push (@results, $msg); } } # Make sure AddGroups is always an array my @AddGroups = (ref $AddGroups eq 'ARRAY') ? @{$AddGroups} : ($AddGroups); foreach my $GroupMember (@AddGroups) { next unless ($GroupMember); $Group->Load($GroupMember) || Abort('Could not load group'); my ($val, $msg) = $Group->AddMember($id); push (@results, $msg); } ********************* File: Admin/Users/Groups.html ends ********************** ********************* File: Admin/Elements/SelectGroups starts **************** %# 2002-08-07 JP: Created - based on RT 2.0.13 file Admin/Elements/SelectUsers <%INIT> my $Groups = new RT::Groups($session{'CurrentUser'}); $Groups->LimitToReal(); <%ARGS> $Name => 'Groups' ********************* File: Admin/Elements/SelectGroups ends ****************** And you have to modify your Admin/Elements/UserTabs -file to look somethin like this: ********************* File: Admin/Elements/UserTabs starts ******************** <& /Admin/Elements/Tabs, subtabs => $subtabs, current_tab => 'Admin/Users/', current_subtab => $current_subtab &>
<%INIT> my $subtabs = { Queues => { title => 'Basics', path => "Admin/Users/Modify.html?id=".$id }, # Scrips => { title => 'Rights', # path => "Admin/Users/Rights.html?id=".$id # } XGroups => { title => 'Groups', path => "Admin/Users/Groups.html?id=".$id } }; <%ARGS> $id => undef $current_subtab => undef ********************* File: Admin/Elements/UserTabs starts ******************** I'm keen to hear if there is something wrong in these files so I can learn more about RT and Perl. I also have made versions of Admin/Users/Rights.html and Admin/Groups/Rights.html. If someone is interested on those, drop me a line. - Janne email: jp@oppipoika.net tel: +358-40-5044622 fax: +358-3-2533830 From Dave.Ewart at cancer.org.uk Mon Aug 12 04:52:44 2002 From: Dave.Ewart at cancer.org.uk (Dave Ewart) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Re: Apache authentication, then RT authentication? In-Reply-To: References: Message-ID: <20020812085244.GG30748@nemesis.ox.icnet.uk> On Friday, 09.08.2002 at 11:33 -0700, Gretchen K. Wagner wrote: > On Thu, 8 Aug 2002, Gretchen K. Wagner wrote: > > > Ideas, anyone? Perhaps I'm setting $WebExternalAuth improperly > > (couldn't find any relevent documentation or useful examples in > > mailing list archives). > > After toying about with the WebExternalAuth setting (pointing it to > differing PAM libraries), I now get passed/logged directly into RT, > but then I get "You are not an authorized user" for any function, and > "logout" is now missing. Why are you "pointing it to PAM libraries" etc.? I thought the idea was that if WebExternalAuth is defined (i.e. ANYTHING other than 'undef') then the RT environment will use the value of REMOTE_USER as its authenticated user. The actual _value_ of $WebExternalAuth is ignored, as far as I can tell. The code in WebRT/html/autohandler would seem to support this. What I don't understand is why the browser authentication is not also logging me into RT! Anyone shed any more light on this? Dave. -- Dave Ewart Dave.Ewart@cancer.org.uk Computing Manager, Epidemiology Unit, Oxford Cancer Research UK PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 From robie at principle.co.uk Mon Aug 12 06:30:39 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Meaningful From: address In-Reply-To: <20020812003153.GH515@luggage> References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> <1028891147.19118.56.camel@debian> <20020812003153.GH515@luggage> Message-ID: <1029148240.20132.2.camel@debian> On Mon, 2002-08-12 at 01:31, Phil Homewood wrote: > Robie Basak wrote: > > On Fri, 2002-08-09 at 11:38, francisv@dagupan.com wrote: > > > Whenever RT responds to an e-mail, it appears as -- "help" . I > > > know that "help" is a queue but can I make it appear as a different name to > > > the rest of the world? (i.e. Customer Support ) > > > > Just putting it into the Description box in the Queue configuration > > worked for me. > > It did? Out of the box? > I had to apply the attached patch to get that behaviour. Sorry, my mistake. Our queue names and descriptions are so similar that I got confused :) Robie. From harald.kollera at fun.de Mon Aug 12 11:19:05 2002 From: harald.kollera at fun.de (Harald Kollera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Resolve ticket right References: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC> Message-ID: <3D57D1E9.1223140D@fun.de> Hi, Frances Russell wrote: > > Is there an easy way to prevent the owner of a ticket from resolving it? > > We have a queue where additional approval needs to be given before > resolution of tickets. > We have introduced a new status named "fixed" for tickets that are resolved but not proved nor tested. If you do something like that in combination with a scripaction that changes the queue according to the status change, this could be a good resolution to your problem. Harald -- Dr. Harald Koll?ra Professional Services fun communications GmbH Brauerstrasse 6 76135 Karlsruhe Germany Tel: +49 721 964480 Fax: +49 721 96448-299 email: harald.kollera@fun.de http://www.fun.de/ I trust in http://www.keytrust.de From timwese at voicenet.com Mon Aug 12 11:20:42 2002 From: timwese at voicenet.com (timuel) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] empty message-body in replies References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com><1028891147.19118.56.camel@debian> <20020812003153.GH515@luggage> <1029148240.20132.2.camel@debian> Message-ID: <00a001c24214$1ebee000$de0167cf@voicenet.com> Using RT 2.0.9pre4 on an Intel/RedHat box with MySQL and qmail: Has anyone here ever had problems with blank replies? The past week or so it seems that alot of emails/tickets that are replied to by my staff are being sent completely blank and the From: lines are like -- "From: Apache [mailto:apache@othermailserver.mydomain.com] On Behalf Of Staff Member". Everything appears to be intact except for the slightly munged From: line and the completely blank message body. I checked out the archives and I can`t seem to find anything relevant. Any advice/suggestions would be greatly appreciated. Thanks! -- timuel ----- Original Message ----- From: "Robie Basak" To: Sent: Monday, August 12, 2002 6:30 AM Subject: Re: [rt-users] Meaningful From: address | On Mon, 2002-08-12 at 01:31, Phil Homewood wrote: | > Robie Basak wrote: | > > On Fri, 2002-08-09 at 11:38, francisv@dagupan.com wrote: | > > > Whenever RT responds to an e-mail, it appears as -- "help" . I | > > > know that "help" is a queue but can I make it appear as a different name to | > > > the rest of the world? (i.e. Customer Support ) | > > | > > Just putting it into the Description box in the Queue configuration | > > worked for me. | > | > It did? Out of the box? | > I had to apply the attached patch to get that behaviour. | | Sorry, my mistake. Our queue names and descriptions are so similar that | I got confused :) | | Robie. | | _______________________________________________ | rt-users mailing list | rt-users@lists.fsck.com | http://lists.fsck.com/mailman/listinfo/rt-users | | Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm | | From wash at wananchi.biz Mon Aug 12 11:27:17 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Who is a requestor? In-Reply-To: <20020806102801.GC74639@ns2.wananchi.com> References: <20020806102801.GC74639@ns2.wananchi.com> Message-ID: <20020812152717.GC24462@ns2.wananchi.com> * Odhiambo Washington [20020806 13:30]: wrote: > > Hello rt-users, > > > At the risk of being called stupid, let me ask a question: > > Why is someone who submits/creates a ticket via e-mail treated differently than > one who logs in via web UI in the context of a "requestor"? > > The situation I am looking at is this scrip: > > OnCreate AutoreplyToRequestors with template Autoreply > > > I am trying to look for a way in which when a user creates a ticket via the web UI, > s/he should either > > 1. Be made to "Own" the ticket automatically, or > > 2. Be sent a Notify that s/he has a ticket (stupid, because they know it already) I have a clue now, only need enlightenment as to what I could have broken during the change from 2.0.13 to 2.0.14 ... http://ns2.wananchi.com/~wash/RT2/ I still cannot pin this down. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post ++ ``That Ariel Sharon. Boy, he sure is controversial. Most Western countries would have to have a military coup before they enjoyed a leader of that caliber.'' (Sydney Webb) From khera at kcilink.com Mon Aug 12 11:39:36 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] upgrade warning message In-Reply-To: <20020812011158.GM515@luggage> References: <15699.62464.770746.453953@onceler.kciLink.com> <20020812011158.GM515@luggage> Message-ID: <15703.54968.53743.183835@onceler.kciLink.com> >>>>> "PH" == Phil Homewood writes: PH> Vivek Khera wrote: >> Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267. >> >> I have latest versions of all perl modules except mason, which I kept >> at 1.05. PH> Can you expand on "latest versions" with respect to DBIx::SearchBuilder? Whatever CPAN says is the latest... CPANm DBIx::SearchBuilder Module id = DBIx::SearchBuilder CPAN_USERID JESSE (Jesse Vincent ) CPAN_VERSION 0.61 CPAN_FILE J/JE/JESSE/DBIx-SearchBuilder-0.61.tar.gz MANPAGE DBIx::SearchBuilder - Perl extension for easy SQL SELECT Statement generation INST_FILE /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm INST_VERSION 0.61 From khera at kcilink.com Mon Aug 12 12:31:56 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] fun with Klez Message-ID: <15703.58108.338500.757546@onceler.kciLink.com> Well, someone late friday night managed to send a copy of Klez (or whatever mutation of the week Lookout! virus/worm is going around now) with a From address of my postmaster@ address to my abuse@ address, both of which feed into the abuse queue within RT. What ensued was an all out war RT had with itself, managing to fill 50Mb worth of autoresponder messages into each of three staff members' mailboxes. Once the mailboxes were way over any sane limit, messages started bouncing out the wazoo, and my RT mail server and office mail server started fighting with each other until I noticed and killed it off early sunday morning... These are the scrips I have. The admin cc's are the three staff people's direct email addresses. OnCreate NotifyAdminCcs with template Transaction OnCreate AutoreplyToRequestors with template Postmaster/Abuse Autoreply OnCorrespond NotifyAllWatchers with template Correspondence OnComment NotifyAdminCcsAsComment with template AdminComment The curious thing is that after the first autorespond message got sent back to the queue itself, every subsequent one added one blank line to the front of that message. Thanks to NotifyAllWatchers and the fact that the message was from "nobody", it notified the postmaster@ address, which then fed back into itself. 47,000+ messages later, all heck broke loose ;-) Is there some way to protect from this? I see a function called IsRTAddress, but is is documented as only having any purpose when $ParseNewMessageForTicketCcs is true. Can I make RT *never* send email to any address identified by that function? From iypoon at mail.com Mon Aug 12 12:58:12 2002 From: iypoon at mail.com (Crazy Diamond) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] How RT interfaces with email Message-ID: <20020812165812.6379.qmail@mail.com> Hey guys, I'm confused as to how RT works with email. What i want to do for now is have RT send out email to the requestor whenever someone replies to a ticket or when someone closes a ticket. Is this possible? The instructions on the fsck seem to show how to set up email so that people can email the rt system to create tickets(which i don't want to do just yet). This is my system configuration: RT 2.0.14 Debian Linux 3.0 (Woody, stable) Mysql Any help would be appreciated, thank you. -- __________________________________________________________ Sign-up for your own FREE Personalized E-mail at Mail.com http://www.mail.com/?sr=signup From gkwagner at cats.ucsc.edu Mon Aug 12 13:59:39 2002 From: gkwagner at cats.ucsc.edu (Gretchen K. Wagner) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Apache authentication, then RT authentication? In-Reply-To: <20020812013928.GO515@luggage> Message-ID: On Mon, 12 Aug 2002, Phil Homewood wrote: > As for "not an authorized user", my reading of the code suggests > that this means it couldn't find the user in the RT database. FWIW, all of the user accounts are defined in RT. When attempting to log in, it appears that authentication is successful, as each testing user arrives at the RT start page with "Signed in as ", but when clicking on Search or Configuration, *then* the error "You are not an authorized user" appears. -- Gretchen K. Wagner gkwagner@cats.ucsc.edu From dredd at megacity.org Mon Aug 12 15:11:18 2002 From: dredd at megacity.org (Derek J. Balling) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Features Question Message-ID: <47DADDDE-AE27-11D6-B857-00039384A830@megacity.org> We'd like to have two different people "Assigned" to a ticket -- a business analyst and an "owner". (e.g., the business analyst would be following the progress of a ticket, throughout the ticket's life cycle of being owned by developers, bugtesters, etc.) Anyone have any experience doing something like this? The B.A. would have tickets that they "own" just as much as the owner owns them. Seems like this has to be something someone else has needed (or came up with a decent work-around for), but I don't really see any easy way of achieving it. Cheers, D From khera at kcilink.com Mon Aug 12 15:43:18 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [fsck.com #1594] Re: [rt-users] change in "From" line In-Reply-To: <20020812010354.GK515@luggage> References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca> <20020812010354.GK515@luggage> Message-ID: <15704.4054.102714.441202@onceler.kciLink.com> >>>>> "PH" == Phil Homewood writes: PH> Actually, the code in SendEmail.pm to deal with quotes looks PH> decidedly bogus to me. PH> The sanitisation of $friendly_name around line 290 in particular PH> seems to PH> a) be within an inappropriate conditional, and PH> b) add quotes that should not be there. I concur with this patch. It appears to DTRT. From khera at kcilink.com Mon Aug 12 15:49:00 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [fsck.com #1594] Re: [rt-users] change in "From" line In-Reply-To: <15704.4054.102714.441202@onceler.kciLink.com> References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca> <20020812010354.GK515@luggage> <15704.4054.102714.441202@onceler.kciLink.com> Message-ID: <15704.4396.881474.544063@onceler.kciLink.com> >>>>> "VK" == Vivek Khera writes: VK> I concur with this patch. It appears to DTRT. There also appears to be a need to protect $friendly_name in Action/Autoreply.pm, method SetReturnAddress(). From fox-rt_users at vulpes.net Mon Aug 12 15:54:22 2002 From: fox-rt_users at vulpes.net (Jeremy Doran) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Using Keywords in Scrips Message-ID: <1029182076.10194.37.camel@pictus.engr.nominum.com> Hi there, I'd like to be able to make use of the keywords that I have set in a queue and use whatever is set in a scrip. More specifically, I'd like to be able to add the first keyword that appears for the ticket to the subject line to get something like: [rtname #22] [support] Rest of the subject line here. I've taken a look at what documentation there is on scrips, as well as the various database schemas, yet can't work out how to do this. Certainly, I'm guessing that this is not exactly a simple matter, and will no doubt require coding in the scrip. I could do with a pointer on how to do this, or has anyone done this? Thanks, -- J C Doran fox@vulpes.net From pdh at snapgear.com Mon Aug 12 18:36:34 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Features Question In-Reply-To: <47DADDDE-AE27-11D6-B857-00039384A830@megacity.org> References: <47DADDDE-AE27-11D6-B857-00039384A830@megacity.org> Message-ID: <20020812223634.GA455@luggage> Derek J. Balling wrote: > We'd like to have two different people "Assigned" to a ticket -- a > business analyst and an "owner". (e.g., the business analyst would be > following the progress of a ticket, throughout the ticket's life cycle > of being owned by developers, bugtesters, etc.) > > Anyone have any experience doing something like this? The B.A. would > have tickets that they "own" just as much as the owner owns them. > > Seems like this has to be something someone else has needed (or came up > with a decent work-around for), but I don't really see any easy way of > achieving it. AdminCC? -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From deejoe at iastate.edu Mon Aug 12 18:39:46 2002 From: deejoe at iastate.edu (deejoe@iastate.edu) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Re: Apache authentication, then RT authentication? In-Reply-To: <20020812085244.GG30748@nemesis.ox.icnet.uk> References: <20020812085244.GG30748@nemesis.ox.icnet.uk> Message-ID: <20020812223946.GB491@iastate.edu> On Mon, Aug 12, 2002 at 09:52:44AM +0100, Dave Ewart wrote: > On Friday, 09.08.2002 at 11:33 -0700, Gretchen K. Wagner wrote: > > > On Thu, 8 Aug 2002, Gretchen K. Wagner wrote: > > > > > Ideas, anyone? Perhaps I'm setting $WebExternalAuth improperly > > > (couldn't find any relevent documentation or useful examples in > > > mailing list archives). > > > > After toying about with the WebExternalAuth setting (pointing it to > > differing PAM libraries), I now get passed/logged directly into RT, > > but then I get "You are not an authorized user" for any function, and > > "logout" is now missing. > > Why are you "pointing it to PAM libraries" etc.? I thought the idea was > that if WebExternalAuth is defined (i.e. ANYTHING other than 'undef') > then the RT environment will use the value of REMOTE_USER as its > authenticated user. The actual _value_ of $WebExternalAuth is ignored, > as far as I can tell. The code in WebRT/html/autohandler would seem to > support this. The following is based on my experience with older versions of RT, and the assumption that RT hasn't changed significantly in this regard in newer versions. Standard disclaimers also apply: The point is that the session must get past the browser's authentication mechanism first in order to proceed. This then keeps out all unauthenticated users whether they are authorized or not (or, to put it more prosaically, if a person claiming to be johndoe can't demonstrate that s/he *is* johndoe, it doesn't matter if johndoe is authorized or not, the claimant isn't getting in). Access is granted through PAM in the following general way: remote user requests introductory page from .htaccess-protected directory; apache requests authentication credentials (username password) from remote user to satisfy .htaccess restrictions and then passes these off to PAM via mod_auth_pam; PAM in turn uses one of many different types of authentication modules (we use kerberos, as it appears UCSC is also trying to use). Once PAM, and therefor the web server, is satisfied with the credetials, the user can then proceed to call any links in the .htaccess protected directory. (Apologies if this belabors the point. Corrections, as always, welcome.) I can confirm the earlier report that RT needs the username configured locally in RT to match that authenticating to the web server (ie, my kerberos principal is "deejoe" and my RT account is also named "deejoe"). The sticking point here might be that, at least with the versions of RT I've used, a local *password* must also be configured for the account. This may have something to do with a restriction against empty passwords, but that's only a guess. The local password need never actually be used, but it does need set. If you have local passwords set for the accounts in question, then I'm all out of problem-solving ideas at the moment. Another caveat: Cookies are used for RT's built-in authentication. When external authentication is configured, no cookies are generated. Therefore it effectively becomes impossible to log out without closing the browser session and wiping the cache since http basic authentication can never be canceled or expired otherwise. This behavior (no cookies from RT) may have changed with more recent RT versions, I don't know. > What I don't understand is why the browser authentication is not also > logging me into RT! --Joe From jrichard at digitalwest.net Mon Aug 12 18:42:16 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] correspondence history accessible from template? Message-ID: <20020812154215.S18184@homer.digitalwest.net> I'd like to include the entire history of correspondence from/to the requestor in the Resolved template. What is the variable name to access this? -jr -- Josh Richards Digital West Networks, Inc. - "Making Internet Business Better" San Luis Obispo, CA - - ASN 14589 From pdh at snapgear.com Mon Aug 12 18:47:44 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [fsck.com #1594] Re: [rt-users] change in "From" line In-Reply-To: <15704.4396.881474.544063@onceler.kciLink.com> References: <15700.3651.438479.277454@onceler.kciLink.com> <20020809145742.A2523@lafferty.ca> <20020812010354.GK515@luggage> <15704.4054.102714.441202@onceler.kciLink.com> <15704.4396.881474.544063@onceler.kciLink.com> Message-ID: <20020812224744.GB455@luggage> Vivek Khera wrote: > There also appears to be a need to protect $friendly_name in > Action/Autoreply.pm, method SetReturnAddress(). $friendly_name in that case is the queue name as set by the RT administrator; however I agree that it probably should be protected to avoid a call to $RT::Owner->shoot($self->foot). A simple $friendly_name =~ s/"/\\"/g; right before the SetHeader() around line 53 should do it. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Mon Aug 12 18:53:17 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] How RT interfaces with email In-Reply-To: <20020812165812.6379.qmail@mail.com> References: <20020812165812.6379.qmail@mail.com> Message-ID: <20020812225317.GD455@luggage> [format fixed -- please wrap lines under 80 characters.] Crazy Diamond wrote: > I'm confused as to how RT works with email. What i want to do > for now is have RT send out email to the requestor whenever someone > replies to a ticket or when someone closes a ticket. Is this possible? > The instructions on the fsck seem to show how to set up email so that > people can email the rt system to create tickets(which i don't want to > do just yet). http://fsck.com/rtfm/article.html?id=2#50 -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Mon Aug 12 18:59:50 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] fun with Klez In-Reply-To: <15703.58108.338500.757546@onceler.kciLink.com> References: <15703.58108.338500.757546@onceler.kciLink.com> Message-ID: <20020812225950.GE455@luggage> Vivek Khera wrote: > Is there some way to protect from this? I see a function called > IsRTAddress, but is is documented as only having any purpose when > $ParseNewMessageForTicketCcs is true. Can I make RT *never* send email > to any address identified by that function? You could. Another way might be to use Bruce's AutoReplySquelch code from contrib. It Works For Us. :-) You might also be being bitten by the loop detection not working right, due to something (as yet undiagnosed) appending spaces to some headers. Check http://lists.fsck.com/pipermail/rt-devel/2002-July/002482.html for a patch if this is affecting you. (See also: [fsck.com #1589]) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From mtr+rtuser at dull.net Mon Aug 12 12:49:55 2002 From: mtr+rtuser at dull.net (MR) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Any user committed time modification? Message-ID: <200208121649.g7CGntId016294@tandem.milestonerdl.com> After trying to get rt-2-1-30.tar.gz working in a Apache2 environment and being stopped cold over the non-support of Apache2 by mod-perl (and not finding DBIx-SearchBuilder-0.62.tar.gz were I expected it to be...) I opted to go back to a more standard Apache 1.3.X and rt 2.0.14. Has anyone patched the code to instead Worked: [ ] you have Start Time: [ ]:[ ] and Stop Time: [ ]:[ ] ? I did not see such in the contrib directory at this time. If anyone can let me know if this type of setup is possible, it would save me days of trying to implement the impossible. I have groups (each client is a group) Each group may have more than one member. I'd like all the members of a group to be able to see all tickets associated with that group, but no other group. Even have the clients enter more info about tickets in their group. Just not be able to see others tickets. I've got the group part down, I just haven't figured out how to stop seeing tickets that are not theirs. From jrichard at digitalwest.net Mon Aug 12 19:18:18 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] SelfService interface probs Message-ID: <20020812161818.A16993@homer.digitalwest.net> From jrichard at digitalwest.net Mon Aug 12 19:20:28 2002 From: jrichard at digitalwest.net (Josh Richards) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Resolve ticket right In-Reply-To: <3D57D1E9.1223140D@fun.de>; from harald.kollera@fun.de on Mon, Aug 12, 2002 at 05:19:05PM +0200 References: <001101c23e67$eb04d030$1f01a8c0@FRUSSELLPC> <3D57D1E9.1223140D@fun.de> Message-ID: <20020812162028.T18184@homer.digitalwest.net> Willing to post the patch? -jr * Harald Kollera [20020812 08:25]: > > We have introduced a new status named "fixed" for tickets that are > resolved but not proved nor tested. If you do something like that in > combination with a scripaction that changes the queue according to the > status change, this could be a good resolution to your problem. -- Josh Richards Digital West Networks, Inc. - "Making Internet Business Better" San Luis Obispo, CA - - ASN 14589 From pdh at snapgear.com Mon Aug 12 19:37:02 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] correspondence history accessible from template? In-Reply-To: <20020812154215.S18184@homer.digitalwest.net> References: <20020812154215.S18184@homer.digitalwest.net> Message-ID: <20020812233702.GL455@luggage> Josh Richards wrote: > I'd like to include the entire history of correspondence from/to the > requestor in the Resolved template. What is the variable name to access > this? There isn't one. :-) However, you may gain some enlightenment from code posted by Bruce Campbell in http://lists.fsck.com/pipermail/rt-users/2002-July/009118.html -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From seph at commerceflow.com Mon Aug 12 20:22:04 2002 From: seph at commerceflow.com (seph) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] empty message-body in replies In-Reply-To: "timuel"'s message of "Mon, 12 Aug 2002 11:20:42 -0400" References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> <1028891147.19118.56.camel@debian> <20020812003153.GH515@luggage> <1029148240.20132.2.camel@debian> <00a001c24214$1ebee000$de0167cf@voicenet.com> Message-ID: <6y65yfk3pv.fsf@seph.commerceflow.com> > From: lines are like -- "From: Apache > [mailto:apache@othermailserver.mydomain.com] On Behalf Of Staff > Member". Unless I'm mistaken, this mundging is being down by your mail client. Outlook displays things like that, if there's a Sender header that differs from the From header of an email. There's info about what might be adding the Sender header in rtfm, http://www.fsck.com/rtfm/article.html?id=105 I'm not sure about what'd be causing the blank message bodies, but I bet they're linked. seph From pdh at snapgear.com Mon Aug 12 20:31:27 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] empty message-body in replies In-Reply-To: <6y65yfk3pv.fsf@seph.commerceflow.com> References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> <1028891147.19118.56.camel@debian> <20020812003153.GH515@luggage> <1029148240.20132.2.camel@debian> <00a001c24214$1ebee000$de0167cf@voicenet.com> <6y65yfk3pv.fsf@seph.commerceflow.com> Message-ID: <20020813003127.GO455@luggage> seph wrote: > I'm not sure about what'd be causing the blank message bodies, but I > bet they're linked. Probably not. http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html "MIME parsing not recursive?", thread is broken, look for it twice in the index. Not sure if anyone's had any bright ideas on fixing it yet... -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Mon Aug 12 20:58:56 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] upgrade warning message In-Reply-To: <15703.54968.53743.183835@onceler.kciLink.com> References: <15699.62464.770746.453953@onceler.kciLink.com> <20020812011158.GM515@luggage> <15703.54968.53743.183835@onceler.kciLink.com> Message-ID: <20020813005856.GP455@luggage> Vivek Khera wrote: > >> Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267. > >> > Module id = DBIx::SearchBuilder > CPAN_VERSION 0.61 OK, you're beyond my ability to debug now. :-) It appears that DBIx::SearchBuilder::Handle::dbh() is being called with a bogus arg (0 or undef, probably.) More context would be required to further track this. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From dredd at megacity.org Mon Aug 12 21:13:58 2002 From: dredd at megacity.org (Derek J. Balling) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Features Question In-Reply-To: <20020812223634.GA455@luggage> Message-ID: On Monday, August 12, 2002, at 06:36 PM, Phil Homewood wrote: > Derek J. Balling wrote: >> We'd like to have two different people "Assigned" to a ticket -- a >> business analyst and an "owner". (e.g., the business analyst would be >> following the progress of a ticket, throughout the ticket's life cycle >> of being owned by developers, bugtesters, etc.) >> >> Anyone have any experience doing something like this? The B.A. would >> have tickets that they "own" just as much as the owner owns them. >> >> Seems like this has to be something someone else has needed (or came up >> with a decent work-around for), but I don't really see any easy way of >> achieving it. > > AdminCC? Well, part of it is to have the ability to put the analyst in the summary page. That way, if $PROGRAMMER is waiting on $BUSINESS_ANALYST[1] who is swamped, they can easily see a ticket that they'd be working with $BUSINESS_ANALYST[2] on. If that makes any sense. D From pdh at snapgear.com Mon Aug 12 21:15:40 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] upgrade warning message In-Reply-To: <20020813005856.GP455@luggage> References: <15699.62464.770746.453953@onceler.kciLink.com> <20020812011158.GM515@luggage> <15703.54968.53743.183835@onceler.kciLink.com> <20020813005856.GP455@luggage> Message-ID: <20020813011540.GA1533@luggage> Phil Homewood wrote: > OK, you're beyond my ability to debug now. :-) It appears that > DBIx::SearchBuilder::Handle::dbh() is being called with a bogus > arg (0 or undef, probably.) More context would be required to > further track this. Or not. Try this: Index: insertdata =================================================================== RCS file: /cvs/local/rt/tools/insertdata,v retrieving revision 1.1.1.4 diff -u -r1.1.1.4 insertdata --- insertdata 15 Jul 2002 01:25:46 -0000 1.1.1.4 +++ insertdata 13 Aug 2002 01:14:15 -0000 @@ -95,6 +95,9 @@ #Load etc/config.pm and drop privs LoadConfig(); +#Disconnect from the DB so we can reconnect using the real API +$RT::Handle->Disconnect(); + #Connect to the database and get RT::SystemUser and RT::Nobody loaded DBConnect(); -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Mon Aug 12 21:57:50 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] empty message-body in replies In-Reply-To: <20020813003127.GO455@luggage> References: <10F29E27A956D511B0940050DA8D86A985C4E1@mailserver.dagupan.com> <1028891147.19118.56.camel@debian> <20020812003153.GH515@luggage> <1029148240.20132.2.camel@debian> <00a001c24214$1ebee000$de0167cf@voicenet.com> <6y65yfk3pv.fsf@seph.commerceflow.com> <20020813003127.GO455@luggage> Message-ID: <20020813015750.GA1644@luggage> Phil Homewood wrote: > "MIME parsing not recursive?", thread is broken, look for it > twice in the index. Not sure if anyone's had any bright ideas > on fixing it yet... How about this one? (Disclaimer: Untested. Feedback encouraged.) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances -------------- next part -------------- Index: lib/RT/Interface/Email.pm =================================================================== RCS file: /cvs/local/rt/lib/RT/Interface/Email.pm,v retrieving revision 1.1.1.4 diff -u -r1.1.1.4 Email.pm --- lib/RT/Interface/Email.pm 15 Jul 2002 01:25:46 -0000 1.1.1.4 +++ lib/RT/Interface/Email.pm 13 Aug 2002 01:43:41 -0000 @@ -231,8 +231,8 @@ # Set up output directory for files: $parser->output_dir("$AttachmentDir"); - #If someone includes a message, don't extract it - $parser->extract_nested_messages(0); + #If someone includes a message, extract it, if config.pm says to + $parser->extract_nested_messages($RT::ExtractNestedMessages); # Set up the prefix for files with auto-generated names: Index: etc/config.pm =================================================================== RCS file: /cvs/local/rt/etc/config.pm,v retrieving revision 1.7 diff -u -r1.7 config.pm --- etc/config.pm 19 Jul 2002 05:20:24 -0000 1.7 +++ etc/config.pm 13 Aug 2002 01:47:01 -0000 @@ -106,6 +106,10 @@ $DropLongAttachments = undef; +# Set this to 1 if you want to unpack nested "message/rfc822" +# messages on incoming mail. +$ExtractNestedMessages = 0; + # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to From pdh at snapgear.com Mon Aug 12 22:29:21 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Features Question In-Reply-To: References: <20020812223634.GA455@luggage> Message-ID: <20020813022921.GU455@luggage> Derek J. Balling wrote: > Well, part of it is to have the ability to put the analyst in the > summary page. That way, if $PROGRAMMER is waiting on > $BUSINESS_ANALYST[1] who is swamped, they can easily see a ticket that > they'd be working with $BUSINESS_ANALYST[2] on. Ah. So you want to show the AdminCCs on Search/Listing.html. Try this: Edit %WebOptions in your config.pm. Add a field to QueueListingCols: { Header => 'AdminCC(s)', TicketAttribute => 'AdminCcAsString' }, Bounce the web server. See what happens. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From mike at daboyz.org Tue Aug 13 03:13:47 2002 From: mike at daboyz.org (Mike Barrett) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? Message-ID: <20020813071347.GA1531@daboyz.org> Hi, I was just curious if anyone else has had any speed issues with a setup similar to mine: Ultra 10, 1024 megs of RAM Solaris 8 RT 2.0.14 Apache 1.3.26 - mod_perl 1.27 PostGresQL 7.2.1 ==== I've just set up RT and began using it. My Postgres databases are extremely small right now. I've got maybe a total of 5 tickets in the system, and the postgres database isn't being used all that much by anything else. Whenever someone goes to look at a specific ticket however, it seems to take on average about 1-4 seconds for the page to be displayed. During this time I notice that my CPU usage goes to 100%. I'm wondering if postgres is the culprit here, but thats just a guess. Has anyone used RT with the latest postgres? Any help you can give would be great. Thanks. -- ________________________________________________________________________ Mike Barrett | "I used to read, now I go to raves." mike@daboyz.org | -- Random MUNI Rider, speaking www.daboyz.org | to my friend Allison. ------------------------+----------------------------------------------- From robie at principle.co.uk Tue Aug 13 04:44:55 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] SelfService interface probs In-Reply-To: <20020812161818.A16993@homer.digitalwest.net> References: <20020812161818.A16993@homer.digitalwest.net> Message-ID: <1029228295.1645.0.camel@debian> On Tue, 2002-08-13 at 00:18, Josh Richards wrote: > From the SelfService interface if an unprivileged user creates a new > ticket it is submitted properly but upon clicking the "Create Ticket" > button they get an RT Error: "No permission to display that ticket." > Afterwards the user can see the ticket in their list of open tickets and > even view the details. It's like there is a race condition just after > the ticket is submitted that creates a period right afterwards where the > user can view the ticket they just submitted. > > Anyone else experience this? I've seen exactly the same behavour, but haven't looked in to it. Robie. From gauthier at tiscali.net Tue Aug 13 04:37:05 2002 From: gauthier at tiscali.net (Damien Gauthier) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] auto search Message-ID: Dear all, Is there anybody who can help me o customize the search when i click on a queue ? Regards damien From bruce_campbell at ripe.net Tue Aug 13 05:20:48 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Using Keywords in Scrips In-Reply-To: <1029182076.10194.37.camel@pictus.engr.nominum.com> Message-ID: On 12 Aug 2002, Jeremy Doran wrote: > I'd like to be able to make use of the keywords that I have set in a > queue and use whatever is set in a scrip. > > More specifically, I'd like to be able to add the first keyword that > appears for the ticket to the subject line to get something like: 'first' is unreliable when multiple keywords can be applied to a ticket. > [rtname #22] [support] Rest of the subject line here. I have the following snippet in my correspondence template, to end up with headers such as: X-RT-Keyword: Magic keyword You could change this to add a particular keyword to the subject line. Something like this should probably be a KeywordsAsString method in RT::Ticket. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security { my $retval = undef; my $keywdsels = $Ticket->QueueObj->KeywordSelects; while( my $keywdsel = $keywdsels->Next() ){ my $keywds = $Ticket->KeywordsObj( $keywdsel->Id ); while( my $keywd = $keywds->Next() ){ $retval .= "X-RT-Keyword: " . $keywd->KeywordObj->RelativePath( $keywdsel->KeywordObj ) . "\n"; } } chomp( $retval ); $retval } From bruce_campbell at ripe.net Tue Aug 13 05:35:44 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] fun with Klez In-Reply-To: <20020812225950.GE455@luggage> Message-ID: On Tue, 13 Aug 2002, Phil Homewood wrote: > Vivek Khera wrote: > > Is there some way to protect from this? I see a function called > > IsRTAddress, but is is documented as only having any purpose when > > $ParseNewMessageForTicketCcs is true. Can I make RT *never* send email > > to any address identified by that function? > > You might also be being bitten by the loop detection not working > right, due to something (as yet undiagnosed) appending spaces to > some headers. Check And to get around that, I'd suggest changing one line in RT::Interface::Email->CheckForLoops from: if ($RTLoop eq "$RT::rtname") { to if ($RTLoop =~ /^\s*$RT::rtname\s*$/ ) { Also note the TODO comment in that function. Personally I'd suggest adding the following after that: # If X-RT-Loop-Prevention contains _anything_, treat it as a # loop. if ($RTLoop =~ /\S+/ ) { return( 2 ); } RT::Action::AnythingSendingEmail should also be preserving X-Loop headers as-is from correspondence (which to my shame my queues do not do). Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From dredd at megacity.org Tue Aug 13 08:09:04 2002 From: dredd at megacity.org (Derek J. Balling) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Features Question In-Reply-To: <20020813022921.GU455@luggage> Message-ID: <75BCE92E-AEB5-11D6-B858-00039384A830@megacity.org> On Monday, August 12, 2002, at 10:29 PM, Phil Homewood wrote: > { Header => 'AdminCC(s)', > TicketAttribute => 'AdminCcAsString' > }, That ALMOST does what I want. ;-) OK, the only problem now is that the requestor and the admincc are both e-mail addresses (which crowds the page significantly). Since both e-mail addresses map to users, is there any way to tell RT "if you know who this e-mail address belongs to, just use their RT userid in the display?".... Thanks again! D From raanders at acm.org Tue Aug 13 08:12:44 2002 From: raanders at acm.org (Roderick A. Anderson) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: <20020813071347.GA1531@daboyz.org> Message-ID: On Tue, 13 Aug 2002, Mike Barrett wrote: > Whenever someone goes to look at a specific ticket however, it seems to take > on average about 1-4 seconds for the page to be displayed. During this time > I notice that my CPU usage goes to 100%. First access of the day it took a slow count to 6. CPU jumped on httpd to about 40%, PostgreSQL made about 10%. (I was running to with a 1 second refresh so it slipped right through be fore I could really notice it.) > I'm wondering if postgres is the culprit here, but thats just a guess. Has > anyone used RT with the latest postgres? Yup. 7.2.1-4 from Redhat RPMs. AMD K6 3D, 128 MByte RAM, IDE hard drive. Machine is also used as name server for about 4000 customers. Rod -- "Open Source Software - Sometimes you get more than you paid for..." From ben at oculan.com Tue Aug 13 08:44:08 2002 From: ben at oculan.com (Benjamin Reed) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: <20020813071347.GA1531@daboyz.org> References: <20020813071347.GA1531@daboyz.org> Message-ID: <20020813124408.GA879@oculan.com> Mike Barrett [mike@daboyz.org] wrote: > Whenever someone goes to look at a specific ticket however, it seems to take > on average about 1-4 seconds for the page to be displayed. During this time > I notice that my CPU usage goes to 100%. > > I'm wondering if postgres is the culprit here, but thats just a guess. Has > anyone used RT with the latest postgres? I can't say it's true for every system, but in our case, PostgreSQL was *definitely* the culprit. We're pretty much an all-postgresql shop here, so we installed RT on postgresql. Since then, we've had nothing but trouble, the speed is abysmal, with a database of 10 or 20,000 tickets it would literally take 10 seconds to go from the summary page into a queue list! We've since switched to MySQL for RT and got a new lease on our ticketing system (we'd actually started research other, ugh, commercial, offerings to replace it, it was so slow). Normally I'm a big psql booster, but one of it's biggest failings is in the handling of large text columns, which RT's database is, primarily. I would suggest switching to mysql if you want any reasonable performance. No guarantees it'll fix your issue, but it definitely did for us. =) -- Ben Reed (ben@oculan.com) http://www.oculan.com/ "Is it considered bad form to quote yourself in your sig?" -- Me From khera at kcilink.com Tue Aug 13 09:59:20 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] fun with Klez In-Reply-To: <20020812225950.GE455@luggage> References: <15703.58108.338500.757546@onceler.kciLink.com> <20020812225950.GE455@luggage> Message-ID: <15705.4280.894519.255090@onceler.kciLink.com> >>>>> "PH" == Phil Homewood writes: PH> You might also be being bitten by the loop detection not working PH> right, due to something (as yet undiagnosed) appending spaces to PH> some headers. Check PH> http://lists.fsck.com/pipermail/rt-devel/2002-July/002482.html PH> for a patch if this is affecting you. (See also: [fsck.com #1589]) Yep... that was the cause. Apparently *all* RT-appended headers contain a trialing space, so I'll blame Mail::Header for doing it ;-) Thanks. From khera at kcilink.com Tue Aug 13 10:04:01 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] upgrade warning message In-Reply-To: <20020813005856.GP455@luggage> References: <15699.62464.770746.453953@onceler.kciLink.com> <20020812011158.GM515@luggage> <15703.54968.53743.183835@onceler.kciLink.com> <20020813005856.GP455@luggage> Message-ID: <15705.4561.690014.189839@onceler.kciLink.com> >>>>> "PH" == Phil Homewood writes: PH> Vivek Khera wrote: >> >> Database handle destroyed without explicit disconnect at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 267. >> >> >> Module id = DBIx::SearchBuilder >> CPAN_VERSION 0.61 PH> OK, you're beyond my ability to debug now. :-) It appears that PH> DBIx::SearchBuilder::Handle::dbh() is being called with a bogus PH> arg (0 or undef, probably.) More context would be required to PH> further track this. It isn't a fatal problem... just a warning. I haven't gotten a chance to dive into it yet, but it does also show up in my httpd error log. Just looks to me like a variable going out of scope before being explicitly destroyed (hey, that's the error message!) From khera at kcilink.com Tue Aug 13 10:22:16 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: <20020813071347.GA1531@daboyz.org> References: <20020813071347.GA1531@daboyz.org> Message-ID: <15705.5656.565155.25420@onceler.kciLink.com> >>>>> "MB" == Mike Barrett writes: MB> on average about 1-4 seconds for the page to be displayed. During MB> this time I notice that my CPU usage goes to 100%. MB> I'm wondering if postgres is the culprit here, but thats just a MB> guess. Has anyone used RT with the latest postgres? Postgres is generally not a CPU-bound process. It is usually a disk-bound process. What kind of disks do you have? I hope they're SCSI. Anyhow, you should also do the regular maintenance required of postgres. Is your apache dedicated to RT or does it do other stuff? I'd recommend running a dedicated instance (not virtual host) just for RT. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera@kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From khera at kcilink.com Tue Aug 13 10:42:24 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: References: <20020813071347.GA1531@daboyz.org> Message-ID: <15705.6864.757003.964694@onceler.kciLink.com> >>>>> "RAA" == Roderick A Anderson writes: RAA> On Tue, 13 Aug 2002, Mike Barrett wrote: >> Whenever someone goes to look at a specific ticket however, it seems to take >> on average about 1-4 seconds for the page to be displayed. During this time >> I notice that my CPU usage goes to 100%. RAA> First access of the day it took a slow count to 6. CPU jumped on RAA> httpd to about 40%, PostgreSQL made about 10%. (I was running to RAA> with a 1 second refresh so it slipped right through be fore I RAA> could really notice it.) So, basically, overnight when nobody accessed RT, all the memory used by it got swapped out. When you came in, it took a few seconds to pull back all the memory from swap... Only solution is to add RAM or get faster disks. From khera at kcilink.com Tue Aug 13 10:43:58 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: <20020813124408.GA879@oculan.com> References: <20020813071347.GA1531@daboyz.org> <20020813124408.GA879@oculan.com> Message-ID: <15705.6958.251744.884637@onceler.kciLink.com> >>>>> "BR" == Benjamin Reed writes: BR> I can't say it's true for every system, but in our case, PostgreSQL was BR> *definitely* the culprit. We're pretty much an all-postgresql shop here, BR> so we installed RT on postgresql. We have no performance issues with RT on postgres. Works pretty darned fast, even when some other process is pounding the DB server for some large query. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera@kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From jdeberry at townnews.com Tue Aug 13 10:47:55 2002 From: jdeberry at townnews.com (John DeBerry) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: <20020813071347.GA1531@daboyz.org> Message-ID: > Whenever someone goes to look at a specific ticket however, it seems to take > on average about 1-4 seconds for the page to be displayed. During this time > I notice that my CPU usage goes to 100%. We experience the same behavior, pretty consistently, but we are using mysql. Is anyone else experiencing the same thing? John DeBerry From khera at kcilink.com Tue Aug 13 11:02:10 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] fun with Klez In-Reply-To: References: <20020812225950.GE455@luggage> Message-ID: <15705.8050.138722.249365@onceler.kciLink.com> >>>>> "BC" == Bruce Campbell writes: BC> RT::Interface::Email->CheckForLoops from: BC> if ($RTLoop eq "$RT::rtname") { BC> to BC> if ($RTLoop =~ /^\s*$RT::rtname\s*$/ ) { Great. I like this approach the best. I'm using it but modified a bit for efficiency: if ($RTLoop =~ m/\s?$RT::rtname\s?/) { since the * is greedy. I suspect that the \s? could just be \b but I'm happy with it this way. Thanks for the patch/post! From raanders at acm.org Tue Aug 13 11:10:31 2002 From: raanders at acm.org (Roderick A. Anderson) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: <15705.6864.757003.964694@onceler.kciLink.com> Message-ID: On Tue, 13 Aug 2002, Vivek Khera wrote: > So, basically, overnight when nobody accessed RT, all the memory used > by it got swapped out. When you came in, it took a few seconds to > pull back all the memory from swap... I knew this. I was just letting people know it was not all that slow unless you're doing like we are - slow processor, minimal RAM, and slow disks - and it was the first access of the day. DNS access probably was causing it to swap out. > Only solution is to add RAM or get faster disks. Not a problem. In fact I think less than 10 seconds isn't all that bad. I couldn't type out an entry in less than 5 seconds. (Sometimes being slow isn't all that bad. :-) Rod -- "Open Source Software - Sometimes you get more than you paid for..." From alan at linerate.net Tue Aug 13 11:35:42 2002 From: alan at linerate.net (Alan Sawyer) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Install / Apache Problem In-Reply-To: Message-ID: Hi All. I'm attempting to run RT 2 underApache/1.3.26, mod_perl 1.26, with Mason from CPAN. When I add (not running as a Vhost) Alias /webrt/ /usr/share/request-tracker/WebRT/html/NoAuth/images Alias /rt/ /usr/share/request-tracker/WebRT/html PerlRequire /usr/share/request-tracker/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason to the httpd.conf, Apache will not restart. No errors in error.log. It specifically chokes on the PerlRequire entry and on another note apachectl configtest seg faults :) Has anyone run into this problem before or have any advice? Many thanks, Alan From smylers at gbdirect.co.uk Tue Aug 13 11:29:26 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] fun with Klez In-Reply-To: <15705.8050.138722.249365@onceler.kciLink.com> Message-ID: Vivek Khera wrote: > >>>>> "BC" == Bruce Campbell writes: > > BC> if ($RTLoop =~ /^\s*$RT::rtname\s*$/ ) { > > I'm using it but modified a bit for efficiency: > > if ($RTLoop =~ m/\s?$RT::rtname\s?/) { > > since the * is greedy. What's wrong with that? I was always under the impression that greedy modifiers are more efficient that non-greedy versions because the greedy versions don't involve backtracking. Also, expressions that are anchored are much more efficient than those that aren't. In Bruce's regexp Perl just has to start looking at the start of the string. It goes along one character at a time until it finds something that isn't whitespace. Then it looks to see if that character is the first character of $RT::rtname, and so on. If it finds a non-matching character the whole match _must_ have failed -- there is no other 'start of string' for it to look -- so it fails quickly. A non-greedy version could look like this: if ($RTLoop =~ m/\s*?$RT::rtname\s*?/) { Perl would first have to iterate through the string till it finds a whitespace character. Then it looks if $RT::rtname matches. If it doesn't, it has to go back to the whitespace character it's already found and see if the following character is also whitespace and possibly try $RT::rtname again. Once it's exhausted all lengths of whitespace starting from the first stretch of whitespace it tries again starting at the second stretch of whitespace. That's considerably more effort. However what you wrote isn't non-greedy -- it just uses ? instead of *, replacing one greedy quantifier with another. So you're greedily matching either one or zero spaces before and after $RT::rtname. Since the expression isn't anchored, that's completely pointless; these two statements are equivalent: 1 Does the string contain "ham" somewhere in its length? 2 Does the string contain "ham" somewhere in its length, with that "ham" preceeded by either at least one character of whitespace or no whitespace at all? \s? would only match one whitespace character, but because the string isn't bounded there isn't anything to stop the (non-matching) character just before the matching space also being a space. Note in particular that both of the above would match "sham" and "shamed" as well as "ham" and " ham ", so your regexp matches many more things than Bruce's. I suspect that \Q is needed in there somewhere though, in case $RT::rtname contains any special characters (such as a . in a domain name): if ($RTLoop =~ /^\s*\Q$RT::rtname\E\s*$/ ) { Smylers -- GBdirect http://www.gbdirect.co.uk/ From khera at kcilink.com Tue Aug 13 11:35:39 2002 From: khera at kcilink.com (Vivek Khera) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] fun with Klez In-Reply-To: References: <15705.8050.138722.249365@onceler.kciLink.com> Message-ID: <15705.10059.971049.783064@onceler.kciLink.com> >>>>> "s" == smylers writes: s> I suspect that \Q is needed in there somewhere though, in case s> $RT::rtname contains any special characters (such as a . in a domain s> name): s> if ($RTLoop =~ /^\s*\Q$RT::rtname\E\s*$/ ) { My bleary eyes didn't notice the anchor at the front... you are indeed correct, and I'm putting this version into place. Thanks. From darren at boston.com Tue Aug 13 11:51:43 2002 From: darren at boston.com (darren chamberlain) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] fun with Klez In-Reply-To: References: <15705.8050.138722.249365@onceler.kciLink.com> Message-ID: <20020813155143.GG23601@boston.com> * Smylers [2002-08-13 11:29]: > Vivek Khera wrote: > > > >>>>> "BC" == Bruce Campbell writes: > > > > BC> if ($RTLoop =~ /^\s*$RT::rtname\s*$/ ) { > > > > I'm using it but modified a bit for efficiency: > > > > if ($RTLoop =~ m/\s?$RT::rtname\s?/) { > > > > since the * is greedy. > > What's wrong with that? I was always under the impression that greedy > modifiers are more efficient that non-greedy versions because the greedy > versions don't involve backtracking. Here's a potentially helpful benchmark: $ perl -MBenchmark -Mstrict my $c = 0; my $d = 0; my $f = "hello world"; my $pat = "hello"; timethese( 1_000_000, { 'anchored_greedy' => sub { if ($f =~ /^\s*\Q$pat\E\s*$/) { $c++ } }, 'unanchored_nongreedy' => sub { if ($f =~ /\s?\Q$pat\E\s?/) { $d++ } }, }); Benchmark: timing 1000000 iterations of anchored_greedy, unanchored_nongreedy... anchored_greedy: 2 wallclock secs ( 3.36 usr + 0.00 sys = 3.36 CPU) @ 297619.05/s (n=1000000) unanchored_nongreedy: 4 wallclock secs ( 3.03 usr + 0.00 sys = 3.03 CPU) @ 330033.00/s (n=1000000) (darren) -- Hell is other people. -- Jean-Paul Sartre From sean at techtarget.com Tue Aug 13 14:25:45 2002 From: sean at techtarget.com (Sean Lutner) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Message Attachments not being delivered In-Reply-To: <20020805145544.GB31915@2f.hu> References: <1cf001c239d8$7ef6fc30$3d20a6d1@dazzawinxp> <20020805142026.GA31915@2f.hu> <20020805145544.GB31915@2f.hu> Message-ID: <1029263151.2355.11.camel@animal> As I was following this thread, I got a request from a user for the ability to send attachments out with replies to tickets. Lucky me, I grabbed the NotifyWithAttachment scrip action and got it installed. All was working well until another user tried to send out a .pdf with a reply. For some reason pdf files are not getting sent out with the reply. I've tested things, and this looks to be the only file type having a problem. Word docs, excel spreadsheets, text files etc, etc work. Is there something I need to add to the code in order to have pdf's get sent out with replies? Any help is appreciated. Thanks Sean On Mon, 2002-08-05 at 10:55, Akos Szalkai wrote: > > However, we have an > > even bigger problem, that can be seen above as well: the encoding is > > fixed to base64. When a multipart (or message/*) attachment is about to > > be sent out, NotifyWithAttachment sets the encoding to base64, and then > > MIME::Entity croaks that you can't have base64 encoding with this type. > > Result: no mail gets sent out, although the transaction appears in the > > database and on the web. > > > > Does anybody have a solution for this? > > Sorry to follow up my own email, but I did some dirty hacking to solve > this problem. I attach a slightly modified version of > NotifyWithAttachment.pm, which seems to work much better in our > environment (please remember that it is still very far from perfect). > You can use the insert script from the original version. > > Akos > > -- > Akos Szalkai > IT Consultant, CISA > 2F 2000 Szamitastechnikai es Szolgaltato Kft. > Tel: (+36-1)-4887700 Fax: (+36-1)-4887709 WWW: http://www.2f.hu/ > -- Sean Lutner Senior Systems & Network Administrator TechTarget, Inc. 117 Kendrick St, Suite 800 Needham, MA 02494 P: 781-657-1337 F: 781-657-1100 E: sean@techtarget.com W: http://www.techtarget.com "Imagination is more important than knowledge." -- Albert Einstein From gkwagner at cats.ucsc.edu Tue Aug 13 15:10:27 2002 From: gkwagner at cats.ucsc.edu (Gretchen K. Wagner) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Re: Apache authentication, then RT authentication? In-Reply-To: <20020812223946.GB491@iastate.edu> Message-ID: On Mon, 12 Aug 2002 deejoe@iastate.edu wrote: > (Apologies if this belabors the point. Corrections, as always, welcome.) Quite excellent summary of Things As They Are with regards to this situation :) FWIW, yes, all accounts are configured, all accounts have passwords, and I've tried various combinations of same/different passwords for the krb/unix/rt accounts (all same username). > Another caveat: Cookies are used for RT's built-in authentication. When > external authentication is configured, no cookies are generated. Therefore > it effectively becomes impossible to log out without closing the browser > session and wiping the cache since http basic authentication can never be > canceled or expired otherwise. This behavior (no cookies from RT) may have > changed with more recent RT versions, I don't know. I think this may be the sticking point. RT2 appears to accept the external authentication, but it doesn't proceed beyond that initial page. Perhaps RT2 still wants cookies, but they're not being generated as part of the Apache basic auth. Hrm... -- Gretchen K. Wagner Unix Systems Administrator Distributed Computing Group Communications and Technology Services University of California Santa Cruz From paul at goracke.org Tue Aug 13 15:47:34 2002 From: paul at goracke.org (Paul Goracke) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Install / Apache Problem References: Message-ID: <3D596256.1090403@goracke.org> Alan Sawyer wrote: > When I add (not running as a Vhost) [..] > to the httpd.conf, > Apache will not restart. No errors in error.log. > It specifically chokes on the PerlRequire entry and > on another note apachectl configtest seg faults :) > > Has anyone run into this problem before or have any advice? Yes, I had a similar problem once after upgrading our system. I could only get it working by putting it inside a virtual host statement. See http://fsck.com/rtfm/article.html?id=2#100 for an example. pg From Kendric.Beachey at garmin.com Tue Aug 13 17:32:54 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] SelfService interface probs Message-ID: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com> From: Robie Basak [mailto:robie@principle.co.uk] > On Tue, 2002-08-13 at 00:18, Josh Richards wrote: > > From the SelfService interface if an unprivileged user creates a new > > ticket it is submitted properly but upon clicking the > "Create Ticket" > > button they get an RT Error: "No permission to display that ticket." > > Afterwards the user can see the ticket in their list of > open tickets and > > even view the details. It's like there is a race condition > just after > > the ticket is submitted that creates a period right > afterwards where the > > user can view the ticket they just submitted. > > > > Anyone else experience this? > > I've seen exactly the same behavour, but haven't looked in to it. I think I saw something similar here. One guy created a ticket and CCed someone who didn't have an account on RT yet. When activity ensued on the ticket, the CC guy tried to reply to the e-mail he found in his box. RT, receiving a message from an unknown party, created an account for him. But then this apparent race condition reared its head, and he got a message back (from ME, as far as he could tell) saying "Permission Denied". After I had him try creating a ticket and messing around with it, we found his account was working just fine. It was just for that crucial instant that it wasn't set up all the way yet, apparently. Bad news: the CC guy was the CFO of our company. Good news: he's pretty good-natured. :-) -- Kendric Beachey From robie at principle.co.uk Wed Aug 14 04:48:04 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] SelfService interface probs In-Reply-To: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com> References: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com> Message-ID: <1029314884.17793.7.camel@debian> On Tue, 2002-08-13 at 22:32, Beachey, Kendric wrote: > From: Robie Basak [mailto:robie@principle.co.uk] > > On Tue, 2002-08-13 at 00:18, Josh Richards wrote: > > > From the SelfService interface if an unprivileged user creates a new > > > ticket it is submitted properly but upon clicking the > > "Create Ticket" > > > button they get an RT Error: "No permission to display that ticket." > > > Afterwards the user can see the ticket in their list of > > open tickets and > > > even view the details. It's like there is a race condition > > just after > > > the ticket is submitted that creates a period right > > afterwards where the > > > user can view the ticket they just submitted. > > > > > > Anyone else experience this? > > > > I've seen exactly the same behavour, but haven't looked in to it. > > I think I saw something similar here. > > One guy created a ticket and CCed someone who didn't have an account on RT > yet. When activity ensued on the ticket, the CC guy tried to reply to the > e-mail he found in his box. RT, receiving a message from an unknown party, > created an account for him. > > But then this apparent race condition reared its head, and he got a message > back (from ME, as far as he could tell) saying "Permission Denied". After I > had him try creating a ticket and messing around with it, we found his > account was working just fine. It was just for that crucial instant that it > wasn't set up all the way yet, apparently. Thinking about it, I can make a guess as to what's happening. One instance of Apache handled the first request (to create the ticket or whatever). That corresponding instance of RT created the ticket inside a database transaction, and committed it. Then, another instance (hence definitely a different db handle) did a query. There's no guarantee that the transaction will yet be seen by anyone else, because transactions either get seen or don't. So presumably the database was still busy with it, and would've only shown it's existence to the previous instance. So, if I'm right, using the same db handle consistently would fix it. I'm not sure if that corresponds to running a single apache process or not, but whichever way it would hit performance. Or the second instance should wait until the first's transaction appears, but there's no guarantee that it will because you could've requested to view an invalid ticket. I suppose that's just an example of why web-based interfaces aren't ideal for these things, though unfortunately it's the best we have at the moment. [...] Robie. From victor.barahona at uam.es Wed Aug 14 05:04:36 2002 From: victor.barahona at uam.es (Victor Barahona) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: References: Message-ID: <200208141104.40013.victor.barahona@uam.es> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 El Mar 13 Ago 2002 16:47, John DeBerry escribi?: > > Whenever someone goes to look at a specific ticket however, it seems to > > take > > > on average about 1-4 seconds for the page to be displayed. During this > > time > > > I notice that my CPU usage goes to 100%. > > We experience the same behavior, pretty consistently, but we are using > mysql. Is anyone else experiencing the same thing? We have something similar on here. Our system is been using for 80 people and it's keeps with the loads Ok, except when the httpd process (maybe mod_perl) gots crazy. Normaly each httpd process use arround 19Mb, but sometimes some of them eat 64Mb each one, in that moment each of this crazy httpd use as much CPU as can. If there are too much crazy-process the machine goes up to 10 load and finaly die and must be reboot. This problem is killing us. :( Now, because vacation, only 15 people are using it and the problem is not happening. Hardware: PIV 2Ghz, RAM 2GB, Ultra Wide SCSI Disks, Hardware Raid Software: rt-2.0.11, mysql, Redhat 7.3 (same with Redhat 7.2) We chage the machine thinking is some hardware related problem (PIV 1.6Ghz, RAM 750Mb, IDE disks) and the same problem happend. Is anyone noticed something similar? - -- "Alone? you are not alone, Bigbrother is watching you" - ------------------------------------------------------------------------ Victor Barahona Cabezon http://rincon.uam.es/dir?cw=870938110351562 PGP ID-0x8750AB79 Soporte Seguridad en red........................http://www.utc.uam.es/ss - ------------------------------------------------------------------------ -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.6 (GNU/Linux) Comment: For info see http://www.gnupg.org iD8DBQE9Wh0nShbwHIdQq3kRAmkSAJ9ULFHk9/stBwH+7Tc22Bn/HVdM4QCg8fGW XpE5vpfWQNyt94auNy6aEk8= =1DBg -----END PGP SIGNATURE----- From alan at linerate.net Wed Aug 14 05:34:47 2002 From: alan at linerate.net (Alan Sawyer) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Install / Apache Problem In-Reply-To: <3D596256.1090403@goracke.org> Message-ID: Hi Paul, Thanks for the tip. I'll give it a try if I can't get to the bottom of the problem with webmux/apache. Thanks, Alan On Tue, 13 Aug 2002, Paul Goracke wrote: > Alan Sawyer wrote: > > > When I add (not running as a Vhost) > > [..] > > > to the httpd.conf, > > Apache will not restart. No errors in error.log. > > It specifically chokes on the PerlRequire entry and > > on another note apachectl configtest seg faults :) > > > > Has anyone run into this problem before or have any advice? > > Yes, I had a similar problem once after upgrading our system. I could > only get it working by putting it inside a virtual host statement. > See http://fsck.com/rtfm/article.html?id=2#100 for an example. > > pg > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From bruce_campbell at ripe.net Wed Aug 14 06:55:28 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: <200208141104.40013.victor.barahona@uam.es> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Wed, 14 Aug 2002, Victor Barahona wrote: > We have something similar on here. Our system is been using for 80 people and > it's keeps with the loads Ok, except when the httpd process (maybe mod_perl) > gots crazy. > > Normaly each httpd process use arround 19Mb, but sometimes some of them eat > 64Mb each one, in that moment each of this crazy httpd use as much CPU as > can. If there are too much crazy-process the machine goes up to 10 load and > finaly die and must be reboot. This problem is killing us. :( I find the following settings in Apache's httpd.conf useful to avoid the run-away affect in Apache from completely killing your machine. MinSpareServers 5 MaxSpareServers 10 StartServers 5 MaxClients 150 # Each child process will die after this many requests, # incidentally freeing up the memory that it has used. Apache # leaks like a sieve sometimes. MaxRequestsPerChild 30 Regards, - -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.6 (GNU/Linux) Comment: For info see http://www.gnupg.org iD8DBQE9Wjcj5GBMOVYsixsRAt42AJwNnX6UG+y3h9/Cwz0TrdDaCU5f/QCePFEu 9yXEz2C8xAX0awEQTQQOaqg= =vPh1 -----END PGP SIGNATURE----- From jficarra at crosscurrent.com Wed Aug 14 08:55:41 2002 From: jficarra at crosscurrent.com (Jim Ficarra) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Install / Apache Problem Message-ID: Alan, I had this problem too. You didn't specify, but I'm assuming you're installing Apache from the Redhat RPM along with the mod_perl RPM running as a DSO. Or perhaps you've compiled Apache instead of using the RPM and are using mod_perl as a DSO. To fix my problem, I ended up compiling mod_perl statically into Apache. Everything worked just fine after that. Hope this helps. -Jim Ficarra >rom: Alan Sawyer >To: >Subject: [rt-users] Install / Apache Problem > >Hi All. >I'm attempting to run RT 2 underApache/1.3.26, mod_perl 1.26, with Mason >from CPAN. > >When I add (not running as a Vhost) >Alias /webrt/ /usr/share/request-tracker/WebRT/html/NoAuth/images >Alias /rt/ /usr/share/request-tracker/WebRT/html >PerlRequire /usr/share/request-tracker/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > >to the httpd.conf, >Apache will not restart. No errors in error.log. >It specifically chokes on the PerlRequire entry and >on another note apachectl configtest seg faults :) > >Has anyone run into this problem before or have any advice? > >Many thanks, >Alan From victor.barahona at uam.es Wed Aug 14 09:19:57 2002 From: victor.barahona at uam.es (Victor Barahona) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] Speed Issues? In-Reply-To: References: Message-ID: <200208141519.57357.victor.barahona@uam.es> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 > I find the following settings in Apache's httpd.conf useful to avoid the > run-away affect in Apache from completely killing your machine. > > MinSpareServers 5 > MaxSpareServers 10 > StartServers 5 > MaxClients 150 > > # Each child process will die after this many requests, > # incidentally freeing up the memory that it has used. Apache > # leaks like a sieve sometimes. > MaxRequestsPerChild 30 I forgot mention it but we allready did something similar (even more radical) and then, things went better but from times to times happen again (once a week). Our configurati?n is: MinSpareServers 3 MaxSpareServers 6 StartServers 3 MaxClients 150 MaxRequestsPerChild 10 Why is this happening? is a bug? is apache? is mod_perl? is mysql? is rt? Any light to this will be VERY appreciate. Regards. - -- "Alone? you are not alone, Bigbrother is watching you" - ------------------------------------------------------------------------ Victor Barahona Cabezon http://rincon.uam.es/dir?cw=870938110351562 PGP ID-0x8750AB79 Soporte Seguridad en red........................http://www.utc.uam.es/ss - ------------------------------------------------------------------------ -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.6 (GNU/Linux) Comment: For info see http://www.gnupg.org iD8DBQE9Wlj9ShbwHIdQq3kRArtyAJwMM7/2RfZe2is+wdrz68Pl1LFk/QCfQHE9 hq+XS/AltLnWyyzMXDvvdY4= =+aas -----END PGP SIGNATURE----- From stefan.scherer at sealsystems.de Wed Aug 14 10:33:28 2002 From: stefan.scherer at sealsystems.de (Stefan Scherer) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] colored ticket lists Message-ID: <3D5A6A38.7980312C@sealsystems.de> I have modified some code to have colored ticket lists just like in sourceforge.net. High priority tickets will be more red than low priority tickets. If someone is interested in the changes, I can contribute them here. Or is there a way to put them onto the ftp server? Bye, Stefan -- Stefan Scherer SEAL Systems Tel. : +49 (0) 9195-926-128 Lohmuehlweg 4 Fax : +49 (0) 9195-1739 D-91341 Roettenbach MailTo:stefan.scherer@sealsystems.de Germany WWW : http://www.sealsystems.de From andy at petdance.com Wed Aug 14 10:35:41 2002 From: andy at petdance.com (Andy Lester) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] colored ticket lists In-Reply-To: <3D5A6A38.7980312C@sealsystems.de> References: <3D5A6A38.7980312C@sealsystems.de> Message-ID: <20020814143541.GB3128@petdance.com> > I have modified some code to have colored ticket lists > just like in sourceforge.net. I tweaked it to show colors based on status (open = green, red = stalled). How'd you do it? I just updated the Search/Listing.html template in my local RT directory. xoa -- 'Andy Lester andy@petdance.com Programmer/author petdance.com Daddy parsley.org/quinn Jk'=~/.+/s;print((split//,$&) [unpack'C*',"n2]3%+>\"34.'%&.'^%4+!o.'"]) From robie at principle.co.uk Wed Aug 14 10:43:47 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] [fixed] Cannot search by requestor In-Reply-To: <1027067733.24583.26.camel@debian> References: <1027067733.24583.26.camel@debian> Message-ID: <1029336227.18994.3.camel@debian> On Fri, 2002-07-19 at 09:35, Robie Basak wrote: > Hi, > > Searching by requestor seems to always return no results. I'm using RT > 2.0.13 and on a remote postgres. > > I found someone saying something similar in the archives and tried to > upgrade DBIx::SearchBuilder accordingly (I'm using Debian Woody, so > first I purged the package libdbix-searchbuilder-perl and then installed > 0.61 from source, then restarted apache-perl) but this didn't seem to > help. [...] > query: SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1 > LEFT JOIN Users as Users_2 ON Watchers_1.Owner = Users_2.id WHERE > ((main.EffectiveId = main.id)) AND ((Watchers_1.Scope = 'Ticket')) AND > ((main.id = '1')) AND ((Watchers_1.Type = 'Requestor')) AND > ((lower(Watchers_1.Email) = > 'robie@principle.co.uk')OR(lower(Users_2.EmailAddress) = > 'robie@principle.co.uk')) AND main.id = Watchers_1.Value > ERROR: parser: parse error at or near "left" > AbortCurrentTransaction A bit more investigation and fiddling with the query manually led to postgres telling me that it doesn't support outer joins (!) I was running 7.0. Upgrading to 7.2(.1) fixed the problem :) So it was entirely my fault, since the docs clearly do say that >=7.1.1 is needed. Robie. From stefan.scherer at sealsystems.de Wed Aug 14 10:47:48 2002 From: stefan.scherer at sealsystems.de (Stefan Scherer) Date: Sun Apr 11 16:10:38 2004 Subject: [rt-users] colored ticket lists References: <3D5A6A38.7980312C@sealsystems.de> <20020814143541.GB3128@petdance.com> Message-ID: <3D5A6D94.B317DF20@sealsystems.de> > > I have modified some code to have colored ticket lists > > just like in sourceforge.net. > > I tweaked it to show colors based on status (open = green, red = > stalled). > > How'd you do it? I just updated the Search/Listing.html template in my > local RT directory. Yes, I also modified Search/Listing.html. Additionally I also changed Elements/MyRequests and Elements/MyTickets. So we also can see high priority tickets in the home page of each member. It's about the same code in all the files. Here is a diff of Elements/MyTickets (I'm using RT version 2.0.12) 9a10,15 > % my $bgcolor; > % my @todo_colors = ( "#dadada", "#dad0d0", > % "#dacaca", "#dac0c0", > % "#dababa", "#dab0b0", > % "#daaaaa", "#da9090", > % "#da8a8a", "#da7070" ); 11c17,20 <
+ % while (my $Ticket = $MyTickets->Next) { +% if($Ticket->Transactions->Last->CreatorObj->Id != $session{'CurrentUser'}->Id) { + +% } else { +% } @@ -19,6 +24,8 @@ From robie at principle.co.uk Thu Aug 15 04:24:52 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] SelfService interface probs In-Reply-To: <20020814123241.Q18184@homer.digitalwest.net> References: <6899B5417148F34AA929F2950FEFB3FD612953@dallas.garmin.com> <1029314884.17793.7.camel@debian> <20020814123241.Q18184@homer.digitalwest.net> Message-ID: <1029399892.19628.8.camel@debian> On Wed, 2002-08-14 at 20:32, Josh Richards wrote: > * Robie Basak [20020814 01:50]: > [..] > > Thinking about it, I can make a guess as to what's happening. > > > > One instance of Apache handled the first request (to create the ticket > > or whatever). That corresponding instance of RT created the ticket > > inside a database transaction, and committed it. > > > > Then, another instance (hence definitely a different db handle) did a > > query. There's no guarantee that the transaction will yet be seen by > > anyone else, because transactions either get seen or don't. So > > presumably the database was still busy with it, and would've only shown > > it's existence to the previous instance. > > > > So, if I'm right, using the same db handle consistently would fix it. > > I'm not sure if that corresponds to running a single apache process or > > not, but whichever way it would hit performance. > > > > Or the second instance should wait until the first's transaction > > appears, but there's no guarantee that it will because you could've > > requested to view an invalid ticket. > > > > I suppose that's just an example of why web-based interfaces aren't > > ideal for these things, though unfortunately it's the best we have at > > the moment. > [..] > > Hmm...maybe a well situations sleep(x) would take care of it? :-) You > think? Yeah, it would help, but it's an evil hack which: a) Still isn't guaranteed to work (if the sleep isn't long enough, there is no upper limit on how long the db will take) b) An evil hack c) Will slow things down unnecessarily when the db is being faster I suppose the nicest way of doing it would be a wait=1 parameter to the URL (or something similar) and somewhere the db query would be repeated with something like a quadratic retry schedule up to maybe about 8 or 16 seconds :) It'd still be evil though. This is something I need to deal with too, I think I might just do your sleep suggestion; I doubt anyone would want to integrate that into the main tree though :) Robie. From proftp_cj at kdd.de Thu Aug 15 07:21:50 2002 From: proftp_cj at kdd.de (christian janssen) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] link URL not shown correct In-Reply-To: <20020815005052.GM462@luggage> References: <20020814172712.A18184@homer.digitalwest.net> <20020814172712.A18184@homer.digitalwest.net> Message-ID: <5.1.1.2.2.20020815131659.00a99680@mail.kddnet.de> Hi, Is there already a fix for following problem ? (I use RT 2.0.13) thanks Christian http://fsck.com/rt2/Ticket/Display.html?id=1285 -- Cite -- Subject: RT will accept a foreign URL but not display it correctly RT will accept a foreign URL but not display it correctly RT allows a ticket to depend on an arbitrary URL, such as http://www.yahoo.com/ . But the URL is then displayed as: : () [] i.e., as a colon, then a pair of parentheses, then a pair of brackets. Preferably RT should display the URL correctly as a clickable link. Then a ticket in one trouble-ticket system can depend on a ticket in some other (non-RT) trouble-ticket system. Rahul P.S. This ticket is being made to depend on http://www.yahoo.com/ as an example. -- End Cite -- From proftp_cj at kdd.de Thu Aug 15 07:28:51 2002 From: proftp_cj at kdd.de (christian janssen) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] I want receive an email when I do the the action Message-ID: <5.1.1.2.2.20020815132200.031e2c50@mail.de.kddi.com> Hi, How could I change this, (I want to store the Mails also) so that the user that did the action also receive an email. (I use RT 2.0.13) I think there was an solution, but I could not found by searched the list. thx Christian -- start http://fsck.com/rtfm/article.html?id=5#73 Why don't I receive an email when other watchers do? Are you taking into account that RT should never mail the person performing the action? RT tries to be smart about this. E-mails are not sent to the people taking the actions. When you reply to the ticket, RT2 will not send you the reply since you are the one performing the action, and therefore know about it. It will only notify other users affected by that scrip. -- end PS: Is there already an revised script for sending attachments ? From smylers at gbdirect.co.uk Thu Aug 15 08:05:03 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] link URL not shown correct In-Reply-To: <5.1.1.2.2.20020815131659.00a99680@mail.kddnet.de> Message-ID: christian janssen wrote: > RT allows a ticket to depend on an arbitrary URL, such as > http://www.yahoo.com/ . But the URL is then displayed as: > > : () [] > > i.e., as a colon, then a pair of parentheses, then a pair of brackets. That's odd. They display correctly round here. > Then a ticket in one trouble-ticket system can depend on a ticket in > some other (non-RT) trouble-ticket system. See also %URI2HTTP in config.pm which allows you to do this in a convenient manner. Smylers -- GBdirect http://www.gbdirect.co.uk/ From bruce_campbell at ripe.net Thu Aug 15 08:45:48 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] link URL not shown correct In-Reply-To: Message-ID: On Thu, 15 Aug 2002, Smylers wrote: > christian janssen wrote: > > > RT allows a ticket to depend on an arbitrary URL, such as > > http://www.yahoo.com/ . But the URL is then displayed as: > > > > : () [] > > > > i.e., as a colon, then a pair of parentheses, then a pair of brackets. > > That's odd. They display correctly round here. Try making a ticket 'depend' on an external url. It will display as 'sad smiley face, multiple chins' as mentioned above. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Thu Aug 15 08:47:58 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] I want receive an email when I do the the action In-Reply-To: <5.1.1.2.2.20020815132200.031e2c50@mail.de.kddi.com> Message-ID: On Thu, 15 Aug 2002, christian janssen wrote: > How could I change this, (I want to store the Mails also) so that the user > that did the action also receive an email. > (I use RT 2.0.13) I use my own SendEmail.pm which ignores this restriction; http://www.amsterdamned.org/~bc/rt/BC_SendEmail.pm ( Otherwise in our configuration, theres too many people who bemoan the absence of a mail acknowledging that the ticket system has done something ) Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Thu Aug 15 09:15:28 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] [fsck.com #1285] link URL not shown correct In-Reply-To: <5.1.1.2.2.20020815131659.00a99680@mail.kddnet.de> Message-ID: On Thu, 15 Aug 2002, christian janssen wrote: > Is there already a fix for following problem ? > > http://fsck.com/rt2/Ticket/Display.html?id=1285 > > -- Cite -- > Subject: RT will accept a foreign URL but not display it correctly > > RT will accept a foreign URL but not display it correctly > > RT allows a ticket to depend on an arbitrary > URL, such as http://www.yahoo.com/ . But the URL is > then displayed as: > > : () [] Ok, one fix for /Ticket/Display.html. Note that I haven't fixed the same problem coming from /Ticket/ModifyLinks.html as I don't have time to track down where the additional passing of arguments is going, but it seems to work. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security -- /Ticket/Elements/ShowLinksLocalDetail <% $LinkFriendly %>:
    % while (my $Link = $Ticket->$LinkType->Next) { % my $member = $Link->TargetObj; % if( $Link->TargetIsLocal() ){
  • <%$member->Id%>: (<%$member->OwnerObj->Name%>) <%$member->Subject%> [<%$member->Status%>] % }else{
  • <% $Link->TargetAsHREF %> % } % }
<%ARGS> $Ticket => undef $LinkType => undef $LinkFriendly => undef -- /Ticket/Elements/ShowLinks <& /Ticket/Elements/ShowLinksLocalDetail, Ticket => $Ticket, LinkType => "DependsOn", LinkFriendly => "Depends on" &> <& /Ticket/Elements/ShowLinksLocalDetail, Ticket => $Ticket, LinkType => "DependedOnBy", LinkFriendly => "Depended on by" &> <& /Ticket/Elements/ShowLinksLocalDetail, Ticket => $Ticket, LinkType => "MemberOf", LinkFriendly => "Parents" &> Children:
<& /Ticket/Elements/ShowMembers, Ticket => $Ticket &>
<& /Ticket/Elements/ShowLinksLocalDetail, Ticket => $Ticket, LinkType => "RefersTo", LinkFriendly => "Refers to" &> Referred to by:
    % while (my $Link = $Ticket->ReferredToBy->Next) {
  • % if ($Link->BaseIsLocal) { % my $member = $Link->BaseObj; <%$member->Id%>: (<%$member->OwnerObj->Name%>) <%$member->Subject%> [<%$member->Status%>]
    % } else { <%$Link->Base%> %} % }
<%ARGS> $Ticket => undef From smylers at gbdirect.co.uk Thu Aug 15 09:27:22 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] link URL not shown correct In-Reply-To: Message-ID: Bruce Campbell wrote: > On Thu, 15 Aug 2002, Smylers wrote: > > > christian janssen wrote: > > > > > RT allows a ticket to depend on an arbitrary URL, such as > > > http://www.yahoo.com/ . But the URL is then displayed as: > > > > > > : () [] > > > > > > i.e., as a colon, then a pair of parentheses, then a pair of brackets. > > > > That's odd. They display correctly round here. > > Try making a ticket 'depend' on an external url. Ah. That's exactly what Christian said in the first place -- I've clearly lost the ability to read. Ooops. Smylers -- GBdirect http://www.gbdirect.co.uk/ From bruce_campbell at ripe.net Thu Aug 15 09:38:19 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] link URL not shown correct In-Reply-To: Message-ID: On Thu, 15 Aug 2002, Smylers wrote: > Bruce Campbell wrote: > > On Thu, 15 Aug 2002, Smylers wrote: > > > That's odd. They display correctly round here. > > Try making a ticket 'depend' on an external url. > Ah. That's exactly what Christian said in the first place -- I've > clearly lost the ability to read. Ooops. Abg whfg lbhe sevraqyl Theh, ohg nyfb lbhe unaql crefba gb fgngr gur oyrrqvat boivbhf. ;) -- Oehpr Pnzcoryy EVCR Flfgrzf/Argjbex Ratvarre APP jjj.evcr.arg - CTC562P8O1O Bcrengvbaf/Frphevgl From proftp_cj at kdd.de Thu Aug 15 10:35:05 2002 From: proftp_cj at kdd.de (christian janssen) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] link URL not shown correct Message-ID: <5.1.1.2.2.20020815163320.031e0758@mail.kddnet.de> Hi, thanks a lot, as you and also the "TT" mentioned: Refers to: Referred to by: works correct. cheers Christian Remark: by the way, I will try your (Bruce) mail notification script, tomorrow. ;-) At 14:45 15.08.2002 +0200, Bruce Campbell wrote: >On Thu, 15 Aug 2002, Smylers wrote: > > > christian janssen wrote: > > > > > RT allows a ticket to depend on an arbitrary URL, such as > > > http://www.yahoo.com/ . But the URL is then displayed as: > > > > > > : () [] > > > > > > i.e., as a colon, then a pair of parentheses, then a pair of brackets. > > ... ... ... From fox-rt_users at vulpes.net Thu Aug 15 14:57:58 2002 From: fox-rt_users at vulpes.net (Jeremy Doran) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Using Keywords in Scrips In-Reply-To: References: Message-ID: <1029437892.20597.5.camel@pictus.engr.nominum.com> On Tue, 2002-08-13 at 02:20, Bruce Campbell wrote: > On 12 Aug 2002, Jeremy Doran wrote: > > > I'd like to be able to make use of the keywords that I have set in a > > queue and use whatever is set in a scrip. > > > > More specifically, I'd like to be able to add the first keyword that > > appears for the ticket to the subject line to get something like: > > 'first' is unreliable when multiple keywords can be applied to a ticket. > > > [rtname #22] [support] Rest of the subject line here. > > I have the following snippet in my correspondence template, to end up with > headers such as: > > X-RT-Keyword: Magic keyword > > You could change this to add a particular keyword to the subject line. > > Something like this should probably be a KeywordsAsString method in > RT::Ticket. I guess that if I know the particular Id I want from KeywordSelects, I could use it in a per-queue template. However, I tried this snippet and put it as my correspond template (neatening out the formatting a little), but I see no sign of the header in the mail that is sent out at all. Right now, my correspond template looks as follows: { my $retval = undef; my $keywdsels = $Ticket->QueueObj->KeywordSelects; while ( my $keywdsel = $keywdsels->Next() ) { my $keywds = $Ticket->KeywordsObj( $keywdsel->Id ); while( my $keywd = $keywds->Next() ) { $retval .= "X-RT-Keyword: " . $keywd->KeywordObj->RelativePath($keywdsel->KeywordObj ) . "\n"; } } chomp( $retval ); $retval } {$Transaction->Content()} Am I missing something somewhere? Thanks, From bruce_campbell at ripe.net Thu Aug 15 16:05:22 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Using Keywords in Scrips In-Reply-To: <1029437892.20597.5.camel@pictus.engr.nominum.com> Message-ID: On 15 Aug 2002, Jeremy Doran wrote: > However, I tried this snippet and put it as my correspond template > (neatening out the formatting a little), but I see no sign of the header > in the mail that is sent out at all. [much snippery] > $retval $retval; > } > > {$Transaction->Content()} > > Am I missing something somewhere? Just a wee ';', happens to all of us ;) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From pdh at snapgear.com Thu Aug 15 18:23:09 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] I want receive an email when I do the the action In-Reply-To: References: <5.1.1.2.2.20020815132200.031e2c50@mail.de.kddi.com> Message-ID: <20020815222309.GB456@luggage> Bruce Campbell wrote: > > How could I change this, (I want to store the Mails also) so that the user > > that did the action also receive an email. > > (I use RT 2.0.13) > > I use my own SendEmail.pm which ignores this restriction; Hmm? The restriction isn't in SendEmail, it's in Notify.pm. Comment out these three lines: @{ $self->{'To'} } = grep ( !/^$creator$/, @To ); @{ $self->{'Cc'} } = grep ( !/^$creator$/, @Cc ); @{ $self->{'Bcc'} } = grep ( !/^$creator$/, @Bcc ); and it shouldn't treat the creator specially. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From bruce_campbell at ripe.net Thu Aug 15 18:56:20 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] I want receive an email when I do the the action Message-ID: On Fri, 16 Aug 2002, Phil Homewood wrote: > Bruce Campbell wrote: > > > How could I change this, (I want to store the Mails also) so that the user > > > that did the action also receive an email. > > > (I use RT 2.0.13) > > > > I use my own SendEmail.pm which ignores this restriction; > > Hmm? The restriction isn't in SendEmail, it's in Notify.pm. > > Comment out these three lines: > > @{ $self->{'To'} } = grep ( !/^$creator$/, @To ); > @{ $self->{'Cc'} } = grep ( !/^$creator$/, @Cc ); > @{ $self->{'Bcc'} } = grep ( !/^$creator$/, @Bcc ); > > and it shouldn't treat the creator specially. Of course, I really meant BC_Notify.pm from the same directory, which uses a variable $RT::SendBackToOriginator to control the behaviour ;) ( now thats embarrassing ) The other way to get around it (which we now use) is to create a user matching the expand address of your adminccs and have this as the only watcher address on the queue, which also nicely means that for an admincc to go on holidays, RT doesn't need to be told in order to not send mail to it. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From ted at serreyn.com Thu Aug 15 23:11:42 2002 From: ted at serreyn.com (Ted Serreyn) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] problems with security on rt? Message-ID: <3D5C6D6E.31BEB98C@serreyn.com> Ok, I am a longtime gnats users switching over to RT due to the lack of inter-customer security on gnats. I am trying to set things up so that one customer being supported in RT knows nothing about the other customers being supported including customer information. Howver I seem to have an issue with version 2.0.14. My customer can find out about each other even though they can not see the queues. How, log in as user on web interface, click cofiguration, click users, click any privilege user. Alternately is there a way just to put users in groups and not have them be able to access configuration? Other issue that I am still working out, is how to get email to go to a particular queue, all email tickets seem to end up in the (now renamed) general queue. Ted Serryen Serreyn Network Services http://www.serreyn.com/ From maniezhilan at naturesoft.net Fri Aug 16 03:24:28 2002 From: maniezhilan at naturesoft.net (maniezhilan) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Comment options - not working References: <3D54E8C5.88C3BE05@naturesoft.net> <20020812010914.GL515@luggage> Message-ID: <3D5CA8AB.FEF152B3@naturesoft.net> Dear all, Iam using RT 2.0.12, I don't find the scrip NotifyAllWatcherswithAttach in my scrip option. Can any one help me out. With Regards, J.Mani Ezhilan. Phil Homewood wrote: > maniezhilan wrote: > > 1. When I Update the ticket comment options using comments not send to > > requestor, I noticed that the mail is send to the > > requestor. > > Sounds like a scrip configuration issue. Make sure your OnComment > scrip doesn't NotifyAllWatchers. > > > 2. When I attach a file along with the comment option , I noticed that > > the attachment is not send to the requestor or watchers, > > whereas, when a requestor sends a attachment, Iam able to get it > > along with the ticket. > > Scrips again. This is the difference between NotifyAllWatchers > and NotifyAllWatchersWithAttach. > > -- > Phil Homewood, Systems Janitor, www.SnapGear.com > pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 > SnapGear - Custom Embedded Solutions and Security Appliances > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From andreas.kruthoff at softwired-inc.com Fri Aug 16 02:24:05 2002 From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] colored ticket lists In-Reply-To: <3D5A6E9A.FA062FB4@sealsystems.de> References: <3D5A6A38.7980312C@sealsystems.de> <3840.209.1.113.195.1029336507.squirrel@webmail.allmopars.com> <3D5A6E9A.FA062FB4@sealsystems.de> Message-ID: <200208160824.05486.andreas.kruthoff@softwired-inc.com> FYI: here is another way to colorize tickets. It works well with priorities going from 0 to 6 (prio 4,5,6 are light-, middle-, dark-red), but should work with other settings, too. -andreas 46,58c46 < if ($Ticket->Status eq "resolved") { < $bgcolor = "#ccffcc"; < } elsif ($Ticket->Status eq "new") { < $bgcolor = "#ffffcc"; < } elsif ($Ticket->Status eq "stalled") { < $bgcolor = "#ccccff"; < } elsif ($Ticket->Priority >= $Ticket->FinalPriority * 0.9) { < $bgcolor = "#ff1111"; < } elsif ($Ticket->Priority >= $Ticket->FinalPriority * 0.8) { < $bgcolor = "#ff7777"; < } elsif ($Ticket->Priority >= $Ticket->FinalPriority * 0.6) { < $bgcolor = "#ffcccc"; < } elsif ($i % 2) { --- > if ($i % 2) { On Wednesday 14 August 2002 16:52, Stefan Scherer wrote: > > I'd be interested in them. Can you send it to me? > > The Search/Listings.html diff looks like this. Here I > also painted resolved tickets in a green color. > > 41a42,51 > > > my @todo_colors = ( "#dadada", "#dad0d0", > > "#dacaca", "#dac0c0", > > "#dababa", "#dab0b0", > > "#daaaaa", "#da9090", > > "#da8a8a", "#da7070" ); > > my @done_colors = ( "#dadada", "#d0dad0", > > "#cadaca", "#c0dac0", > > "#badaba", "#b0dab0", > > "#aadaaa", "#90da90", > > "#8ada8a", "#70da70" ); > > 49a60,66 > > > } > > my $status = eval("\$Ticket->Status"); > > my $prio = eval("\$Ticket->Priority"); > > if ($status eq "new" || $status eq "open") { > > $bgcolor = $todo_colors[$prio]; > > } else { > > $bgcolor = $done_colors[$prio]; > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pathar at dc.luth.se Fri Aug 16 05:34:08 2002 From: pathar at dc.luth.se (Patrick Harlin) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Mailing to multiple queues in RT2.0.14... Message-ID: <200208160934.g7G9YGrd025063@samson.dc.luth.se> Hi, I wonder if there is some way to configure rt-mailgate to send to multiple queues at the same time. In my /etc/aliases I have got : single: |"/var/rt2_14/bin/rt-mailgate --queue tekqueue --action correspond" And if I am sending an email to single@mydomain.com I get the ticket in the queue named "tekqueue". But I would like to have the feature where the mail goes both to "tekqueue" and "sysqueue", by mailing double2mydomain.com and a configuration looking something like below: double: |"/var/rt2_14/bin/rt-mailgate --queue tekqueue+sysqueue --action correspond" Is this possible ? /Cheers, Patrick -------------------------------- Patrick Harlin, SysAdmin Lule? University of Technology Sweden --------------------------------- From pathar at dc.luth.se Fri Aug 16 05:41:47 2002 From: pathar at dc.luth.se (Patrick Harlin) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Want to show blanks as owner for new tickets instead of 'nobody' ... Message-ID: <200208160941.g7G9furd025543@samson.dc.luth.se> Hi, I have just performed an upgrade from 1.0.7 to 2.0.14, and everything seems OK. However in my old version all new tickets showed ' ' as owner but after the upgrade this is changed into 'nobody'. It would be preferable to have ' ' instead since it is much easier to see all not-taken tickets. Anyone who knows were to configure this ? //Cheers, Patrick ------------------------------------- Patrick Harlin, SysAdmin Lule? University of Technology Sweden ------------------------------------- From smylers at gbdirect.co.uk Fri Aug 16 06:09:53 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Mailing to multiple queues in RT2.0.14... In-Reply-To: <200208160934.g7G9YGrd025063@samson.dc.luth.se> Message-ID: Patrick Harlin wrote: > I wonder if there is some way to configure rt-mailgate to send to > multiple queues at the same time. That doesn't really make sense -- a particular ticket is only going to be in a single queue (that's the way 'RT' does things), and a particular message is only going to pertain to one ticket. > But I would like to have the feature where the mail goes both to > "tekqueue" and "sysqueue", by mailing double@mydomain.com If you wanted a single mail to create two new tickets then you could easily achieve that. But once the tickets exist they are entirely independent entities which just happened to have been seeded from the same e-mail. Just do the doubling in your MTA rather than 'RT'. Something like this in /etc/aliases should do it: double: tek-q, sys-q tek-q: "|/var/rt2_14/bin/rt-mailgate --queue tekqueue --action correspond" sys-q: "|/var/rt2_14/bin/rt-mailgate --queue sysqueue --action correspond" rt-mailgate doesn't even realize it's doubling things -- so far as it's concerned it's been invoked twice with new mails. However I'd expect the above to become irritating with correspondence on existing tickets. I believe that if the mail piped into rt-mailgate has a ticket number in the subject then 'RT' operates on that ticket in whichever queue it happens to be, ignoring the --queue argument. So correspondence on ticket #123 in tekqueue would get added to that ticket twice, once by each of the above lines. There's probably some way of stopping that (or you could have an address just for creating new tickets) but it isn't really something I want to think about ... Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Fri Aug 16 06:18:07 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] problems with security on rt? In-Reply-To: <3D5C6D6E.31BEB98C@serreyn.com> Message-ID: Yesterday Ted Serreyn wrote: > My customer can find out about each other even though they can not see > the queues. > > How, log in as user on web interface, click cofiguration, click users, > click any privilege user. It's relatively straightforward to hide the configuration link (and it's been asked several times before -- search the archives, February this year in particular I think (but I'm going from memory there)). For what it's worth this is what we have on our homepage to provide the config link only to users who are able to admin at least something: % foreach my $admin_right (qw) { % if ($session{'CurrentUser'}->HasSystemRight("Admin$admin_right")) {
  • configuration
    • % last; % } % } That however doesn't stop somebody 'RT'-savvy from appending "/Admin/" to her/his URL manually. I expect that similar code could be deployed at the top of all admin pages to redirect (or die horribly, or something) for insufficiently priviledged users. > Other issue that I am still working out, is how to get email to go to > a particular queue, all email tickets seem to end up in the (now > renamed) general queue. What's the 'RT' bit of your /etc/aliases look like? Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Fri Aug 16 06:51:27 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Mail Encoding Problem In-Reply-To: <20020625200208.A2528@adenin.rz.uni-konstanz.de> Message-ID: On Jun 25 'Pitz' Stephan Pietzko wrote: > Hi all, I realize the above is a very old message. This was one of those Jesse found lurking in the awaiting-authorization bucket last week. I'd've responded then if I had a quick solution for Pitz (but since I don't I thought a few more days won't matter ...) > Till now we are satisfied with this TT-System, except with the mail > encoding in outgoing mails. We are in germany and we have some special > characters (i.e. ???? äöüß). And any > text send via mail to RT or typed in in the webinterface gets corrupt > when mailed from RT. This is something which is slightly concerning us too. Fortunately we rarely need special characters (the odd sterling symbol, perhaps) so have been quietly ignoring it. > I think the problem is the "Content-Type:"-line in the mailheader. > RT uses only "Content-Type: TEXT/PLAIN" > but it should be > "Content-Type: text/plain; charset=iso-8859-1" > > Is it possible to add this charset to outgoing mails? It's easy to add any headers to outgoing mails by specifying them in templates. I was on my way to do that when I realized it isn't good enough (so I didn't, and embarked on my policy of ignoring it instead). * If you send a mail from your mailer in Latin1 then 'RT' adding the above header on all mails will make that work correctly. * But what if an external requestor mails in using a different charset? In order for you to be able to interpret her/his mail you'd want the charset header of the requestor to be added, not your default. * Which charset is used for messages entered in the web interface? Presumably it should be set to whatever the user's browser is using, which I think is supplied in an HTTP header. * If you solved the above so that the charset was based on that of the message that provoked the current action, you'd have to make sure that any 'standard' text being added by templates was in (a subset of) that charset -- you can't use any umlouts in there because the mail to which that message is being prepended might be in a charset that doesn't have them. In practice Ascii would probably be OK. But if part of your boilerplate includes things like the ticket subjects you'd have to restrict those to being Ascii as well. While investigating this I noticed that the Users table has fields Lang, EmailEncoding and WebEncoding, which don't seem to be used for anything anywhere. There's a few Mason elements which refer to them, but they in turn don't appear to be used in any pages[*0]. I'm wondering if they could be intended to solve this. [*0] But I'm still on version 2.0.13, so the above may be wrong in the latest version. It's just dawned on me why I didn't send this last week -- I was on sending it after this afternoon's upgrade so as to check that. Oh well ... Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Fri Aug 16 07:12:09 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Any way to steal a ticket? In-Reply-To: <20020724114854.GA10928@nic.fr> Message-ID: On Jul 24 Stephane Bortzmeyer wrote: > On Wed, Jul 24, 2002 at 01:12:50PM +0200, Esteban Cabero > wrote a message of 30 lines which said: > > > Would "Steal" or "Take" not work for you? > > I don't know how I missed that button. Thanks a lot, it works, sorry > for the too hasty question. That works for me if trying to re-assign somebody else's ticket to myself. But if I want to change the owner from somebody else to a different somebody else then I find that I have to do this in two steps -- first changing the owner to me, then changing it to the person I want to have it. Do other people get this? Is it a feature or just something that happens to be that way? Smylers -- GBdirect http://www.gbdirect.co.uk/ From robie at principle.co.uk Fri Aug 16 08:39:42 2002 From: robie at principle.co.uk (Robie Basak) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] RT::Action::OpenDependent Message-ID: <1029501582.19628.56.camel@debian> What is the status of RT::Action::OpenDependent? I can't see anything wrong with the code, other than the description being wrong. However, the scriptaction isn't in the database by default. There's a "# Todo: Only work if Base is a plain ticket num:", but as far as I can see this is being sorted with a "next unless $Link->BaseIsLocal;" (which is fine for me, since this doesn't make sense if the dependency isn't local, since RT has no way of knowing if the dependency has been cleared). Is there a reason for this, or will I have no problems if I add it? Cheers, Robie. From travis.campbell at amd.com Fri Aug 16 10:31:45 2002 From: travis.campbell at amd.com (Travis Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Any way to steal a ticket? In-Reply-To: References: <20020724114854.GA10928@nic.fr> Message-ID: <20020816143145.GA18929@mpdtxmail.amd.com> On Fri, Aug 16, 2002 at 12:12:09PM +0100, Smylers wrote: > That works for me if trying to re-assign somebody else's ticket to > myself. But if I want to change the owner from somebody else to a > different somebody else then I find that I have to do this in two steps > -- first changing the owner to me, then changing it to the person I want > to have it. > > Do other people get this? Is it a feature or just something that > happens to be that way? > Search/Bulk.html has a feature to do this in one step, by allowing you to force the change. I bet you could update Ticket/ModifyPeople.html to do the same thing. If you want to make it optional, you could add Force change into the form in ModifyPeople.html. If you want it to happen everytime, you could try doing: Note that RT will tag the transaction as forced (or something like that; I haven't done it in awhile) Please note that I'm using 2.0.8_02 so this may be different in earlier or later versions. Travis -- Travis Campbell - Unix Systems Administrator = travis@mpdtxmail.amd.com 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@mpdtxmail.amd.com ============================================================================= "Does anything work as expected?" Yes. An axe through the CPU. From smylers at gbdirect.co.uk Fri Aug 16 10:37:55 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Any way to steal a ticket?Z In-Reply-To: <20020816143145.GA18929@mpdtxmail.amd.com> Message-ID: Travis Campbell wrote: > If you want to make it optional, you could add > > Force change > > into the form in ModifyPeople.html. > > If you want it to happen everytime, you could try doing: > > Cunning! I'll look into it. I'm thinking I could even have the above depend on privileges, so that certain users (maybe queue adminCCs) can force changes and others can't. Cheers. Smylers -- GBdirect http://www.gbdirect.co.uk/ From mrz at intelenet.net Fri Aug 16 10:53:26 2002 From: mrz at intelenet.net (matthew zeier) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] auto-assign on initial reply/comment ? Message-ID: <011101c24534$ad4a2a50$0b16160a@Desktop> As someone comments or replies to a ticket through the WebUI, I want them to automatically become the owner. I did this once before but in my last rt upgrade I think I overwrote whatever mods I had to make for that and can't find it. Anyone have details on that? -- matthew zeier | "In mathematics you don't understand InteleNet Communications, Inc. | things. You just get used to them." (949) 784-7904 | - John von Newmann From erwin at bluedome.net Fri Aug 16 10:59:15 2002 From: erwin at bluedome.net (Erwin Blekkenhorst) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Bcc-ing queue watchers Message-ID: <200208161659.15015@-BLAAT-> I'd like to reconfigure the default queue watchers from being Cc-ed to being Bcc-ed. The thing is that I want the watchers to be able to see who's being Cc-ed by our customers opening a ticket but I don't want the customer to see the watchers' addresses in the email headers. Customers tend to group-reply or even use the watcher's address for direct correspondence rather than using rt's correspondence address (yeah customers are stupid.. ;). It probably needs some changes in Notify.pm but before I start breaking things I'd like to know if anyone has already done this... Lots of TIA Regards, Erwin From travis.campbell at amd.com Fri Aug 16 11:46:30 2002 From: travis.campbell at amd.com (Travis Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] auto-assign on initial reply/comment ? In-Reply-To: <011101c24534$ad4a2a50$0b16160a@Desktop> References: <011101c24534$ad4a2a50$0b16160a@Desktop> Message-ID: <20020816154630.GB18929@mpdtxmail.amd.com> On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote: > > As someone comments or replies to a ticket through the WebUI, I want them to > automatically become the owner. > > I did this once before but in my last rt upgrade I think I overwrote > whatever mods I had to make for that and can't find it. > > Anyone have details on that? You want Bruce Campbell's AutoTake. It can be found, along with the readme and insert script at: http://www.amsterdamned.org/~bc/rt/ Travis -- Travis Campbell - Unix Systems Administrator = travis@mpdtxmail.amd.com 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@mpdtxmail.amd.com ============================================================================= "Does anything work as expected?" Yes. An axe through the CPU. From rick.rezinas at qsent.com Fri Aug 16 12:26:17 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Want to show blanks as owner for new tickets instead of 'nobody' ... In-Reply-To: <200208160941.g7G9furd025543@samson.dc.luth.se> References: <200208160941.g7G9furd025543@samson.dc.luth.se> Message-ID: <20020816162617.GC24125@yeti.qsent.com> maybe change Nobody's username to '' or something similar? you can modify Nobody account by being root, configging users, and searching for Username containing obody. rick On Fri, 16 Aug 2002, Patrick Harlin wrote: > > Hi, > > I have just performed an upgrade from 1.0.7 to 2.0.14, and everything seems > OK. However in my old version all new tickets showed ' ' as owner but after > the upgrade this is changed into 'nobody'. It would be preferable to have ' ' > instead since it is much easier to see all not-taken tickets. > > Anyone who knows were to configure this ? > > //Cheers, > > Patrick > > ------------------------------------- > Patrick Harlin, SysAdmin > Lule? University of Technology > Sweden > ------------------------------------- > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From rick.rezinas at qsent.com Fri Aug 16 12:34:05 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Bcc-ing queue watchers In-Reply-To: <200208161659.15015@-BLAAT-> References: <200208161659.15015@-BLAAT-> Message-ID: <20020816163405.GD24125@yeti.qsent.com> will making your Bcc watchers AdminCC work for you? On Fri, 16 Aug 2002, Erwin Blekkenhorst wrote: > > I'd like to reconfigure the default queue watchers from being Cc-ed to being > Bcc-ed. The thing is that I want the watchers to be able to see who's being > Cc-ed by our customers opening a ticket but I don't want the customer to see > the watchers' addresses in the email headers. Customers tend to group-reply > or even use the watcher's address for direct correspondence rather than using > rt's correspondence address (yeah customers are stupid.. ;). > > It probably needs some changes in Notify.pm but before I start breaking things > I'd like to know if anyone has already done this... > > Lots of TIA > > Regards, > > Erwin > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From colleen at darksideproductions.net Fri Aug 16 14:42:03 2002 From: colleen at darksideproductions.net (Colleen) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] RE: getting the number of search results Message-ID: <12F63B1280D5E444930A872E98BF552D585A47@darkside1.darksideproductions.net> Has anyone ever used this snippet of code (below) and gotten the number of search results to work for a query like "created before xx/xx/xx" and "Created after xx/xx/xx"? --colleen > -----Original Message----- > From: Colleen > Sent: Wednesday, August 14, 2002 6:20 PM > To: rt-devel@lists.fsck.com; rt-users@lists.fsck.com > Subject: getting the number of search results > > > From: Jesse Vincent jesse@bestpractical.com > > Date: Wed, 12 Sep 2001 16:36:35 -0400 > > > > ------------------------------------------------------------------------ > ---- > > > > You probably want to add a <% $session{'tickets'}->Count %> results > found > > line to Search/Listing.html > > > > > > On Wed, Sep 12, 2001 at 07:32:51PM +0000, Darren Grabowski wrote: > > > We are using RT for our abuse tickets. Is there an easy way to put > the > > > total number of tickets found when doing a content search? We like to > > > know how many complaints we got on a particular spammer. > > > > > > darren > > > > > I tried this out and it seemed to work for quick searches from the front > page of the Web UI. But when I went into the search page and did a search > on tickets created after '7/1/02' and before '8/1/02', 4 results showed > but the result was 49. > > Does the 49 include those that have statuses of "resolved" "dead" or > "stalled", while the 4 visible tickets only represent the new/open tickets > ("new" is what I see for these tickets)? > > > Is there a way to get the iterator of the visible rows, $i to print the > count of the search results? > > > Thanks! > > Colleen From mike at daboyz.org Fri Aug 16 15:43:53 2002 From: mike at daboyz.org (Mike Barrett) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Requestor in Template Message-ID: <20020816194353.GA14200@daboyz.org> Hi all, just curious how I would reference the requestor of a ticket in a template? I'm sure it's an easy one, I'm just pretty new to rt. :) Thanks in advance. -- ________________________________________________________________________ Mike Barrett | "I used to read, now I go to raves." mike@daboyz.org | -- Random MUNI Rider, speaking www.daboyz.org | to my friend Allison. ------------------------+----------------------------------------------- From mrz at intelenet.net Fri Aug 16 19:16:54 2002 From: mrz at intelenet.net (matthew zeier) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] auto-assign on initial reply/comment ? References: <011101c24534$ad4a2a50$0b16160a@Desktop> <20020816154630.GB18929@mpdtxmail.amd.com> Message-ID: <033c01c2457b$02779300$6d180a0a@MRZTP> The readme has: ----- Original Message ----- From: "Travis Campbell" To: "matthew zeier" Cc: Sent: Friday, August 16, 2002 8:46 AM Subject: Re: [rt-users] auto-assign on initial reply/comment ? > On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote: > > > > As someone comments or replies to a ticket through the WebUI, I want them to > > automatically become the owner. > > > > I did this once before but in my last rt upgrade I think I overwrote > > whatever mods I had to make for that and can't find it. > > > > Anyone have details on that? > > You want Bruce Campbell's AutoTake. > > It can be found, along with the readme and insert script at: > > http://www.amsterdamned.org/~bc/rt/ > > Travis > -- > Travis Campbell - Unix Systems Administrator = travis@mpdtxmail.amd.com > 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com > TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@mpdtxmail.amd.com > ============================================================================ = > "Does anything work as expected?" Yes. An axe through the CPU. > > From mrz at intelenet.net Fri Aug 16 19:17:00 2002 From: mrz at intelenet.net (matthew zeier) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] auto-assign on initial reply/comment ? References: <011101c24534$ad4a2a50$0b16160a@Desktop> <20020816154630.GB18929@mpdtxmail.amd.com> Message-ID: <034201c2457b$06916100$6d180a0a@MRZTP> The readme has: ----- Original Message ----- From: "Travis Campbell" To: "matthew zeier" Cc: Sent: Friday, August 16, 2002 8:46 AM Subject: Re: [rt-users] auto-assign on initial reply/comment ? > On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote: > > > > As someone comments or replies to a ticket through the WebUI, I want them to > > automatically become the owner. > > > > I did this once before but in my last rt upgrade I think I overwrote > > whatever mods I had to make for that and can't find it. > > > > Anyone have details on that? > > You want Bruce Campbell's AutoTake. > > It can be found, along with the readme and insert script at: > > http://www.amsterdamned.org/~bc/rt/ > > Travis > -- > Travis Campbell - Unix Systems Administrator = travis@mpdtxmail.amd.com > 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com > TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@mpdtxmail.amd.com > ============================================================================ = > "Does anything work as expected?" Yes. An axe through the CPU. > > From mrz at intelenet.net Fri Aug 16 19:19:36 2002 From: mrz at intelenet.net (matthew zeier) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] auto-assign on initial reply/comment ? References: <011101c24534$ad4a2a50$0b16160a@Desktop> <20020816154630.GB18929@mpdtxmail.amd.com> Message-ID: <034601c2457b$631ca1f0$6d180a0a@MRZTP> Sorry - Outlook Express issues. The readme has: Caveats - the WebUI puts in a SetOwner, meaning that you will see a quick series of 'RT_System gives ticket to Joe', then 'Joe gives ticket to Nobody', with the final Owner undefined, but predominately Nobody. The current way of fixing this would be to patch WebRT/html/Ticket/Elements/EditPeople to default to the current user if it is currently Nobody. Ughity. I recall making some sort of change but is EditPeople the right place? What are the actual changes? Thanks. ----- Original Message ----- From: "Travis Campbell" To: "matthew zeier" Cc: Sent: Friday, August 16, 2002 8:46 AM Subject: Re: [rt-users] auto-assign on initial reply/comment ? > On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote: > > > > As someone comments or replies to a ticket through the WebUI, I want them to > > automatically become the owner. > > > > I did this once before but in my last rt upgrade I think I overwrote > > whatever mods I had to make for that and can't find it. > > > > Anyone have details on that? > > You want Bruce Campbell's AutoTake. > > It can be found, along with the readme and insert script at: > > http://www.amsterdamned.org/~bc/rt/ > > Travis > -- > Travis Campbell - Unix Systems Administrator = travis@mpdtxmail.amd.com > 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell@amd.com > TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster@mpdtxmail.amd.com > ============================================================================ = > "Does anything work as expected?" Yes. An axe through the CPU. > > From mrz at intelenet.net Fri Aug 16 19:44:50 2002 From: mrz at intelenet.net (matthew zeier) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] auto-assign on initial reply/comment ? References: <011101c24534$ad4a2a50$0b16160a@Desktop> <20020816154630.GB18929@mpdtxmail.amd.com> <034601c2457b$631ca1f0$6d180a0a@MRZTP> Message-ID: <03af01c2457e$e990ec20$6d180a0a@MRZTP> Found it mentioned in the archives - edits to Update.html. http://lists.fsck.com/pipermail/rt-users/2002-June/008553.html ----- Original Message ----- From: "matthew zeier" To: "Travis Campbell" Cc: Sent: Friday, August 16, 2002 4:19 PM Subject: Re: [rt-users] auto-assign on initial reply/comment ? > Sorry - Outlook Express issues. > > The readme has: > > Caveats - the WebUI puts in a SetOwner, meaning that you will see a quick > series of 'RT_System gives ticket to Joe', then 'Joe gives ticket to > Nobody', with the final Owner undefined, but predominately Nobody. The > current way of fixing this would be to patch > WebRT/html/Ticket/Elements/EditPeople to default to the current user if it > is currently Nobody. Ughity. > > I recall making some sort of change but is EditPeople the right place? What > are the actual changes? > > Thanks. > > > ----- Original Message ----- > From: "Travis Campbell" > To: "matthew zeier" > Cc: > Sent: Friday, August 16, 2002 8:46 AM > Subject: Re: [rt-users] auto-assign on initial reply/comment ? > > > > On Fri, Aug 16, 2002 at 07:53:26AM -0700, matthew zeier wrote: > > > > > > As someone comments or replies to a ticket through the WebUI, I want > them to > > > automatically become the owner. > > > > > > I did this once before but in my last rt upgrade I think I overwrote > > > whatever mods I had to make for that and can't find it. > > > > > > Anyone have details on that? > > > > You want Bruce Campbell's AutoTake. > > > > It can be found, along with the readme and insert script at: > > > > http://www.amsterdamned.org/~bc/rt/ > > > > Travis > > -- > > Travis Campbell - Unix Systems Administrator = > travis@mpdtxmail.amd.com > > 5900 E. Ben White Blvd, Austin, TX 78741 = > travis.campbell@amd.com > > TEL: (512) 602-1888 PAG: (512) 604-0341 = > webmaster@mpdtxmail.amd.com > > > ============================================================================ > = > > "Does anything work as expected?" Yes. An axe through the CPU. > > > > > > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From maniezhilan at naturesoft.net Sat Aug 17 07:49:25 2002 From: maniezhilan at naturesoft.net (maniezhilan) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Can Anyone Help me Out. Message-ID: <3D5E3845.790E0C82@naturesoft.net> Dear all, I have some problem, Can anyone Help me out. 1. when I send attachments Cc and Bcc does not get the attachments. 2. In Comment Option, when I choose Comments not send to Requestor it Sends a mail to Requestor. 3. When Ticket is assigned to a Watcher, RT doesn't sends a mail to either Requestor or Watchers. Below is my Scrip Option. OnComment NotifyAllWatchersWithAttach with template AdminComment OnCreate NotifyAllWatchers with template Transaction OnCreate AutoreplyToRequestors with template AutoReply_ACC OnComment NotifyOtherRecipients with template AdminComment OnStatus NotifyAdminCcs with template Transaction OnStatus NotifyAllWatchers with template Transaction OnCorrespond NotifyOtherRecipients with template Transaction OnCorrespond NotifyAllWatchersWithAttach with template Transaction Say when I add some other Scrip like Transaction to satisfy my above mentioned problems, RT Sends mail Twice. For Example: Sends mail Twice for Status and Transcation. How Can I solve this Problem ? Thanks in Advance. With Regards, J.Mani Ezhilan. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020817/1e4c1dce/attachment.htm From smylers at gbdirect.co.uk Sat Aug 17 17:08:00 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Want to show blanks as owner for new tickets instead of 'nobody' ... In-Reply-To: <20020816162617.GC24125@yeti.qsent.com> Message-ID: Yesterday Rick Rezinas wrote: > maybe change Nobody's username to '' or something similar? I suspect That would break code such as the line in the RT module which says: $Nobody->LoadByName('Nobody'); Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Sat Aug 17 18:01:05 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Requestor in Template In-Reply-To: <20020816194353.GA14200@daboyz.org> Message-ID: Yesterday Mike Barrett wrote: > Hi all, just curious how I would reference the requestor of a ticket > in a template? {$Ticket->Requestors->EmailsAsString()} Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Sat Aug 17 18:06:26 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Can Anyone Help me Out. In-Reply-To: <3D5E3845.790E0C82@naturesoft.net> Message-ID: maniezhilan wrote: > 2. In Comment Option, when I choose Comments not send to Requestor it > Sends a mail to Requestor. That's because you've got this scrip: > OnComment NotifyAllWatchersWithAttach with template AdminComment It's traditional not to mail comments to all watchers, since that includes the requestors. > 3. When Ticket is assigned to a Watcher, RT doesn't sends a mail to > either Requestor or Watchers. You don't have a scrip depending on such a condition. OnOwnerChange is around somewhere; something similar could presumably be knocked together for other watchers (if indeed it hasn't already). Smylers -- GBdirect http://www.gbdirect.co.uk/ From raanders at acm.org Sat Aug 17 19:24:05 2002 From: raanders at acm.org (Roderick A. Anderson) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Want to show blanks as owner for new tickets instead of 'nobody' ... In-Reply-To: Message-ID: On Sat, 17 Aug 2002, Smylers wrote: > Yesterday Rick Rezinas wrote: > > > maybe change Nobody's username to '' or something similar? > > I suspect That would break code such as the line in the RT module which > says: > > $Nobody->LoadByName('Nobody'); I concur. I made a similar change for 'the Boss' from Nobody to Anybody - go figure the logic there - and made the necessary changes in the database and code. I asked for a test and have seen no complaints. As I'm a watcher for several queues I've seen several new tickets come through so I assume both changes were needed. Rod -- "Open Source Software - Sometimes you get more than you paid for..." From ted at serreyn.com Sun Aug 18 18:12:11 2002 From: ted at serreyn.com (Ted Serreyn) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] imprting dates from gnats Message-ID: <1029708732.21558.39.camel@tedlaptop.serreyn.com> First of all, let me say, so far I am VERY impressed with gnats. I am playing with the import-gnats script to get my current gnats data into RT. However I have been unable to get the dates imported into RT. I want to use the Arrival data as the RT Created date, the Closed Date as the RT-Resolved date and the last updated date as the equivalent date in RT. So far, my code is soemthing like this, I do not seem to get the dates in RT, anyone have an idea on what I am doing wrong. I have 80 or so tickets that I need to keep the dates on to track change management. (what has changed since a date). The date from gnats looks like so "Fri Mar 08 12:14:32 CST 2002" Ted Serreyn Serreyn Network Services http://www.serreyn.com/ my $RTCreated = new RT::Date(); my $RTResolved = new RT::Date(); my $RTLastUpdated = new RT::Date(); $RTCreated->Set (Format => 'unknown', Value => @Arrival); $RTResolved->Set (Format => 'unknown', Value => @Closed); $RTLastUpdated->Set (Format => 'unknown', Value => @LastUpdated); From adrian at creative.net.au Sun Aug 18 20:37:37 2002 From: adrian at creative.net.au (Adrian Chadd) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] freebsd-4.6 and rt/ Message-ID: <20020819003737.GK38735@ewok.creative.net.au> hi all, has anyone managed to make rt2 install with freebsd-4.6(.1) ? I'm encountering plenty of freebsd/perl brain damage in this area, mostly focused around the CPAN modules somehow wanting perl-5.8 - even trying to upgrade the CPAN bundle gave me this. If anyone has any pointers I'd sure like to hear em. (along with any rtfm urls..) Thanks! Adrian -- Adrian Chadd " i WAS a lesbian.....but now i love everyone :P" From adrian at creative.net.au Sun Aug 18 23:32:49 2002 From: adrian at creative.net.au (Adrian Chadd) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] freebsd-4.6 and rt/ In-Reply-To: <20020819033247.GA545@not.autrijus.org> References: <20020819003737.GK38735@ewok.creative.net.au> <20020819033247.GA545@not.autrijus.org> Message-ID: <20020819033249.GE57093@ewok.creative.net.au> On Mon, Aug 19, 2002, Autrijus Tang wrote: > On Mon, Aug 19, 2002 at 08:37:37AM +0800, Adrian Chadd wrote: > > I'm encountering plenty of freebsd/perl brain damage in this area, mostly focused around > > the CPAN modules somehow wanting perl-5.8 - even trying to upgrade the CPAN bundle > > gave me this. > > If anyone has any pointers I'd sure like to hear em. > > (along with any rtfm urls..) > > My colleague at Taipei.pm just made a port: > > http://www.freebsd.org/cgi/query-pr.cgi?pr=ports/41701 Oh, nice! I'll run off now and see if its commit-worthy. Adrian -- Adrian Chadd " i WAS a lesbian.....but now i love everyone :P" From rich at lafferty.ca Thu Aug 8 20:05:55 2002 From: rich at lafferty.ca (Rich Lafferty) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] rt backups In-Reply-To: <20020808225055.GJ21366@yeti.qsent.com>; from rick.rezinas@qsent.com on Thu, Aug 08, 2002 at 03:50:55PM -0700 References: <20020808225055.GJ21366@yeti.qsent.com> Message-ID: <20020808200555.B15819@lafferty.ca> On Thu, Aug 08, 2002 at 03:50:55PM -0700, Rick Rezinas wrote: > Hello, > > was browsing the docs for backups and found that the rt2 script (sample) > is pending. Curious what sort of viewpoints/tips you folks have on this > subject? No different than any other database. For MySQL, take a mysqldump and make sure it gets caught by your usual backup regime. (Keep in mind that MySQL doesn't guarantee ACID, so you may be left with referential integrity problems after a restore. They're usually pretty simple to straighten out in RT, but if you can afford it, you might want to stop MySQL, back up the databases themselves, and restart.) Cheers, -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich@lafferty.ca -----------+----------------------------------------------- From janne.pirkkanen at oppipoika.net Fri Aug 9 04:19:36 2002 From: janne.pirkkanen at oppipoika.net (Janne Pirkkanen) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Users groups modification Message-ID: <1028881176.3d537b183827f@ssl.nebula.fi> Hi there. This is my first post to this list but I have read it's archives. We have RT 2.13 in test box and it looks wonderfull. I've used many contrib -files to make little modifications to RT:s ui. So I thought that I send this little mod here, if someone finds it usefull (and makes it better). My perl is awfull and RT experience is only two months so please look this code carefully through before using it for real :) So. We are using RT with quite a many different user groups and managing users groups (I like to think user groups as user profiles) felt difficult. So I made mod based on Admin/Groups/Members.html (to be Admin/Users/Groups.html). This makes it possible to go to some users page and see which groups he/she belongs in. And also add/remove user to/from groups. Here are the files. Just drop Groups.html and SelectGroups to there folders and modify UserTabs -file so that you have link to that Admin/Users/Groups.html -file. ********************* File: Admin/Users/Groups.html starts ********************** %# File created 2002-08-07 J. Pirkkanen . Based on RT 2.0.13 file Admin/Groups/Members.html <& /Admin/Elements/Header, Title => 'RT/Admin/Edit the user '. $User->Name &> <& /Admin/Elements/UserTabs, id => $id &> <& /Elements/ListActions, actions => \@results &> <& /Elements/TitleBoxStart, title => "Editing group memberships for user " . $User- >Name . " (" . $User->RealName . ")" &>
    # Subject QueuePriority Status  
    <%$Ticket->Id%> <%$Ticket->QueueObj->Name%> + +<%$Ticket->Priority%> <%$Ticket->Status%>
    Add groups Current groups
    <& /Admin/Elements/SelectGroups, Name => "AddGroups" &> <%PERL> my $GroupList = "(Check box to remove user from group)\n
      \n"; my $ShowList = 0; while ($Group = $Groups->Next()) { while ($GrpMember = $Group->MembersObj->Next()) { my $JumpToNext = 0; if ($GrpMember->UserObj->id == $id) { $GroupList .= "
    • \n"; $GroupList .= "" . $Group->Name . " (" . $Group->Description . ")\n"; $JumpToNext = 1; $ShowList = 1; next; } next if $JumpToNext; } } $GroupList .= "
    \n"; % if ($ShowList) { <% $GroupList | n %> % } else { (User doesn't belong to any groups) % }
    <& /Elements/TitleBoxEnd &> <& /Elements/Submit &> <%ARGS> $AddGroups => undef $id => undef <%INIT> my $User = new RT::User($session{'CurrentUser'}); if (!($User->CurrentUserHasRight('AdminGroups'))) { Abort('No permission to execute command.'); } $User->Load($id); my $Groups = new RT::Groups($session{'CurrentUser'}); $Groups->LimitToReal(); my $Group = new RT::Group($session{'CurrentUser'}); my $GrpMember = new RT::GroupMember($session{'CurrentUser'}); my (@results); my $key; foreach $key (keys %ARGS) { if ($key =~ /^DeleteMember-(\d+)$/) { my $grpid = $1; $Group->Load($grpid) || Abort('Could not load group'); my ($val,$msg) = $Group->DeleteMember($id); push (@results, $msg); } } # Make sure AddGroups is always an array my @AddGroups = (ref $AddGroups eq 'ARRAY') ? @{$AddGroups} : ($AddGroups); foreach my $GroupMember (@AddGroups) { next unless ($GroupMember); $Group->Load($GroupMember) || Abort('Could not load group'); my ($val, $msg) = $Group->AddMember($id); push (@results, $msg); } ********************* File: Admin/Users/Groups.html ends ********************** ********************* File: Admin/Elements/SelectGroups starts **************** %# 2002-08-07 JP: Created - based on RT 2.0.13 file Admin/Elements/SelectUsers <%INIT> my $Groups = new RT::Groups($session{'CurrentUser'}); $Groups->LimitToReal(); <%ARGS> $Name => 'Groups' ********************* File: Admin/Elements/SelectGroups ends ****************** And you have to modify your Admin/Elements/UserTabs -file to look somethin like this: ********************* File: Admin/Elements/UserTabs starts ******************** <& /Admin/Elements/Tabs, subtabs => $subtabs, current_tab => 'Admin/Users/', current_subtab => $current_subtab &>
    <%INIT> my $subtabs = { Queues => { title => 'Basics', path => "Admin/Users/Modify.html?id=".$id }, # Scrips => { title => 'Rights', # path => "Admin/Users/Rights.html?id=".$id # } XGroups => { title => 'Groups', path => "Admin/Users/Groups.html?id=".$id } }; <%ARGS> $id => undef $current_subtab => undef ********************* File: Admin/Elements/UserTabs starts ******************** I'm keen to hear if there is something wrong in these files so I can learn more about RT and Perl. - Janne email: janne.pirkkanen@oppipoika.net tel: +358-40-5044622 fax: +358-3-2533830 From billp at wjp.net Wed Aug 14 21:09:21 2002 From: billp at wjp.net (billp) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] New rt2 install- customization questions Message-ID: <20020814180921.I27155@nigel.wjp.net> I am finally getting around to installing RT2, and have a long laundry list of customizations that I would like to do before putting it in production. (Actually, with the help of the archives and some work on my own, I am getting real close.) I thought it would be easier to put them all in one email, rather than break them up by type of question -- I hope that is ok. 1) Is there a way to add a keyword item to the ticket list? (In %WebOptions, what would be the entry?) I looked at KeywordSelects, but I did not quite understand how to implement this. 2) Is there a way to add the number of transactions a ticket has to the ticket list? (In %WebOptions, what would be the entry?) 3) I don't know mason. Is there a way to execute a shell script (basically outputs html of our "network status") around line 14 of the main WebRT/html/index.html? 4) Has anyone written a scrip that will email the ticket owner if a ticket is created via the web (by someone else), to let them know they have a ticket waiting? 5) Is there a scrip that can email all queue members (users with permission to the queue) upon a ticket created via email? (Similar to rt1 operation.) 6) Can someone define who exactly gets emailed with these scrip actions: NotifyAdminCcs NotifyOtherRecipients NotifyAllWatchers Do some of them overlap/have common recipients? Possible future enhancements-- has anyone attempted any of these types of things, if not, might they be considered for a future feature? 1) Summary section on the home screen, by user. Similar to the "Find new/open tickets" queue list, but have the same list per-user. Only allow for privleged users, possibly restricting being listed via a permission. 2) Displaying children tickets directly under the parent ticket on the search and/or home screens (ticket summaries.) 3) Ability to automatically comment/reply/resolve ALL children tickets within the parent ticket? Could this be done with a scrip? thanks bill From christian.janssen at de.kddi.com Thu Aug 15 09:35:52 2002 From: christian.janssen at de.kddi.com (Christian Janssen) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] link URL not shown correct In-Reply-To: References: Message-ID: <5.1.1.2.2.20020815152958.00a99680@mail.kddnet.de> Hi Bruce, thanks a lot, as you and also the "TT" mentioned: Refers to: Referred to by: works correct. cheers Christian Remark: by the way, I will try your mail notification script, tomorrow. ;-) At 14:45 15.08.2002 +0200, Bruce Campbell wrote: >On Thu, 15 Aug 2002, Smylers wrote: > > > christian janssen wrote: > > > > > RT allows a ticket to depend on an arbitrary URL, such as > > > http://www.yahoo.com/ . But the URL is then displayed as: > > > > > > : () [] > > > > > > i.e., as a colon, then a pair of parentheses, then a pair of brackets. > > ... ... ... From roman_tog at hotmail.com Fri Aug 16 07:46:49 2002 From: roman_tog at hotmail.com (Roman G.) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Priority escalation and keyword hierarchies Message-ID: Hi all, RT ver: 2.0.14 Purpose: internal (only) bug requests/correspondence tracking I'm just trying to configure RT for use on our network, but I encountered a few difficulties, namely with the priority escalation stuff and keywords. As regards priorities, I can't seem to be able to get it to work (i.e. to escalate). What exactly is needed for the priority escalation to work? It is also somewhat strange that you can put any value for the "Over time, priority moves toward:" box (e.g. a 1000)! And then you still have the field for final priority when creating or changing an existing ticket. What's that for? What is the point in specifying the final priority in the Queue configuration page then, if anyone creating a ticket could set it to whatever they want? Our situation is that we want only 5 priority levels with a drop-down field for specifying the priority for any given ticket when creating it. Then, for the fields such as "time worked", "time left", etc. -- what units are you supposed to input the time in (weeks, days, hours, minutes, seconds)?! Do you really think this is clear? I mean if I think it's "days", how about a value of 0.042? Is that what was intended? I did read in the documentation (which BTW has complete sections missing, i.e. only headings are there without content, e.g. Email) that the date parser is quite sophisticated, but I don't think that makes up in any way here for the lack of clearness and not being foolproof. Keywords. I made a couple of hierarchies for testing (if we go with the system we would populate this from another database) and I set the keywords as being global. The depth setting, however, doesn't seem to work. I made about 4 levels and set the depth to 1 at the first level -- it still shows all the levels (to the deepest one) in the keyword selection box on the ticket creation page. What's wrong there? It would also be great if you could choose the first level in the first keyword box and then the next level in the second box, with the choices in the second level box being determined by what was selected in the first level box. I hope this is clear... We're also looking at Bugzilla, which would probably require less customization. I don't think it has the priority escalation stuff, but at least the priorities cannot be as arbitrary as anyone creating a ticket in RT whishes. But the escalation would be possible to implement AFAIK. Sorry if this is a bit long. Thanks in advance for any suggestions and info you can provide about these issues. Cheers, Roman. _________________________________________________________________ Send and receive Hotmail on your mobile device: http://mobile.msn.com From qef at rosies-dumplings.co.uk Sun Aug 18 18:38:57 2002 From: qef at rosies-dumplings.co.uk (Geoff Richards) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] problems with 2.0.14 Debian package Message-ID: <20020818223857.GD433@thefinalword.org.uk> Hi, I've had a go at using the Debian package rt_2.0.14_test.deb but have had some problems with the Apache configuration. I've never installed RT before, so I don't know how things are set up in non-Debian installations. Here are some notes on specific files: /usr/share/doc/request-tracker/README.gz ...has an example Apache configuration which refers to 'webmux.pl', which appears to have been renamed to 'modperl-handler.pl'. /usr/share/doc/request-tracker/examples/apache.conf ...an alternative Apache conf, but this doesn't 'require' a startup script, so Apache has no idea where to find the Perl modules. /usr/lib/request-tracker/bin/modperl-handler.pl ...tries to 'use' config.pm, which is OK, but... /usr/lib/request-tracker/perl/RT/Mason.pm ...tries to 'use' RT/Config.pm, which doesn't exist. I've currently got this in the Apache conf, which doesn't work because of the missing RT/Config.pm: ServerName rt.thefinalword.org.uk ServerAlias rt DocumentRoot /usr/share/request-tracker/WebRT/html PerlRequire /usr/lib/request-tracker/bin/modperl-handler.pl PerlModule Apache::DBI PerlModule RT::Mason SetHandler perl-script PerlHandler RT::Mason Any suggestions appreciated. cheers, Qef -- --- Geoff Richards -------><------- www.rosies-dumplings.co.uk/qef --- "I tried to fling my shadow at the moon, The while my blood leapt with a wordless song." -- Theodore Roethke From autrijus at autrijus.org Sun Aug 18 23:32:47 2002 From: autrijus at autrijus.org (Autrijus Tang) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] freebsd-4.6 and rt/ In-Reply-To: <20020819003737.GK38735@ewok.creative.net.au> References: <20020819003737.GK38735@ewok.creative.net.au> Message-ID: <20020819033247.GA545@not.autrijus.org> On Mon, Aug 19, 2002 at 08:37:37AM +0800, Adrian Chadd wrote: > I'm encountering plenty of freebsd/perl brain damage in this area, mostly focused around > the CPAN modules somehow wanting perl-5.8 - even trying to upgrade the CPAN bundle > gave me this. > If anyone has any pointers I'd sure like to hear em. > (along with any rtfm urls..) My colleague at Taipei.pm just made a port: http://www.freebsd.org/cgi/query-pr.cgi?pr=ports/41701 /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available Url : http://pallas.eruditorum.org/pipermail/rt-users/attachments/20020819/12c5e176/attachment.pgp From jhein at netways.de Fri Aug 9 10:59:37 2002 From: jhein at netways.de (Julian Hein) Date: Sun Apr 11 16:10:39 2004 Subject: AW: [rt-users] rt2stats - patch Message-ID: <3626546DC152134382A0A029C29365C6026EC8@net-mail.int.netways.de> Hi, >-----Urspr?ngliche Nachricht----- >Von: Harald Wagener [mailto:hwagener@hamburg.fcb.com] >IMHO, the Statistics page is not yet up shape for general >distribution. I have about a dozen things I'd like to improve >on (and that might take a while, since I only inherited it yesterday. maybe we can work on that topic together, cause I already made a statistics package, which integrates in our local extended RT2 Version. The only thing that it has in common with the rt2stats Package is, that i have stolen some of the ideas. What I have at the moment is: - Integration into the menues - Select start and end dates from a clickable calender - Export data to excel - Reports (from rt2stats) + keywords, no keywords, number of resolve transactions, etc. Julian -- Julian Hein NETWAYS GmbH Managing Director Deutschherrnstr. 47a Fon.0911/92885-0 D-90429 N?rnberg Fax.0911/92885-31 jhein@netways.de www.netways.de From wash at wananchi.com Sat Aug 10 07:52:05 2002 From: wash at wananchi.com (Odhiambo Washington) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Comment options - not working In-Reply-To: <3D54E8C5.88C3BE05@naturesoft.net> References: <3D54E8C5.88C3BE05@naturesoft.net> Message-ID: <20020810115205.GD53394@ns2.wananchi.com> * maniezhilan [20020810 10:05]: wrote: > Dear all, > > 1. When I Update the ticket comment options using comments not send to > requestor, I noticed that the mail is send to the > requestor. Check your scrips again. > 2. When I attach a file along with the comment option , I noticed that > the attachment is not send to the requestor or watchers, > whereas, when a requestor sends a attachment, Iam able to get it > along with the ticket. http://www.fsck.com/pub/rt/contrib/2.0 and look for the NotifyWithAttachment Cheers -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD." GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :-) One monk said to the other, "The fish has flopped out of the net! How will it live?" The other said, "When you have gotten out of the net, I'll tell you." From smylers at gbdirect.co.uk Mon Aug 19 04:33:38 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] New rt2 install- customization questions In-Reply-To: <20020814180921.I27155@nigel.wjp.net> Message-ID: On Wednesday billp wrote: > 3) I don't know mason. Is there a way to execute a shell script > (basically outputs html of our "network status") around line 14 of the > main WebRT/html/index.html? My Mason knowledge is limited to what I've guessed from reading 'RT' files, but I'd expect something like this to work: <% qx[/usr/local/bin/network-status-html] %> > 4) Has anyone written a scrip that will email the ticket > owner if a ticket is created via the web (by someone else), > to let them know they have a ticket waiting? Just configure the default conditions and actions: OnCreate NotifyOwner with Template Creation > 5) Is there a scrip that can email all queue members (users > with permission to the queue) upon a ticket created via email? > (Similar to rt1 operation.) OnCreate NotifyAdminCcs with Template Creation OnCreate Ccs with Template Creation > 2) Displaying children tickets directly under the parent ticket on the > search and/or home screens (ticket summaries.) This (or something similar to it) is near the top of our to-do list. I'll let you know how we get on. > 3) Ability to automatically comment/reply/resolve ALL children tickets > within the parent ticket? Could this be done with a scrip? We're planning on using the bulk update ('Update all these tickets at once') script for this -- we just need to populate a search result set with the children of a given parent so that'll work. Smylers -- GBdirect http://www.gbdirect.co.uk/ From sven.sternberger at desy.de Mon Aug 19 07:14:03 2002 From: sven.sternberger at desy.de (Sven Sternberger) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Relationsip automatism! Message-ID: <1029755643.15017.7.camel@zitpcx3298> Hello! and again there is a mystic feature :-) Is there any place where I can find the explanation, what the ticket relationship operate. For example: If there a two tickets with a "refer"- relationship and there is correspondence added to the "target" ticket, will the mail also go to the requester and cc of the "Source" ticket (the ticket under "Referred to by") bye! -- Sven Sternberger Tel.: +49 (0) 40 8998 4397 Desy Email: sven.sternberger@desy.de Notkestr. 85 D-22607 Hamburg From azeez at softsi.com Mon Aug 19 10:28:50 2002 From: azeez at softsi.com (azeez@softsi.com) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Mason Error while creating new Queues. Message-ID: <200208191428.OAA30006@www1109.verio-web.com> Hi, I am new to RT. I just finished RT (2-0-14) installation on Red Hat 7.2. After the installation I managed to create some new users. But when I try to create new Queue, I am getting the following error message. Any help guidance in resolving this error will be highly appreciated. - - - - - - - - - - - - - Mason error error in file: /usr/lib/perl5/5.6.0/Carp/Heavy.pm line 79: Bizarre copy of HASH in aassign context: ... 75: # them according to the format variables defined earlier in 76: # this file and join them onto the $sub sub-routine string 77: if ($hargs) { 78: # we may trash some of the args so we take a copy 79: @a = @DB::args; # must get local copy of args 80: # don't print any more than $MaxArgNums 81: if ($MaxArgNums and @a > $MaxArgNums) { 82: # cap the length of $#a and set the last element to '...' 3: $#a = $MaxArgNums; ... component stack: /Admin/Queues/Modify.html [standard] /autohandler [standard] code stack: /usr/lib/perl5/5.6.0/Carp/Heavy.pm:79 raw_error raw error: error while executing /Admin/Queues/Modify.html [standard]: Bizarre copy of HASH in aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm line 79, line 49. - - - - - - - Regards Azeez From rich+rt at lafferty.ca Mon Aug 19 11:12:07 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Mason Error while creating new Queues. In-Reply-To: <200208191428.OAA30006@www1109.verio-web.com>; from azeez@softsi.com on Mon, Aug 19, 2002 at 02:28:50PM +0000 References: <200208191428.OAA30006@www1109.verio-web.com> Message-ID: <20020819111207.A566@lafferty.ca> On Mon, Aug 19, 2002 at 02:28:50PM +0000, azeez@softsi.com wrote: > > I am new to RT. I just finished RT (2-0-14) installation on Red Hat > 7.2. After the installation I managed to create some new users. But > when I try to create new Queue, I am getting the following error > message. Any help guidance in resolving this error will be highly > appreciated. > > Mason error > error in file: /usr/lib/perl5/5.6.0/Carp/Heavy.pm > > line 79: Bizarre copy of HASH in aassign Upgrade to perl 5.6.1 (or even 5.8.0, but I haven't tried 5.8.0 yet); perl 5.6.0 was a bit of a paper-bag release. Cheers, -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich@lafferty.ca -----------+----------------------------------------------- From neil.bingham at pace.co.uk Mon Aug 19 12:25:21 2002 From: neil.bingham at pace.co.uk (Neil Bingham) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] WebExternalAuth performance Message-ID: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk> Hi, I've been experimenting with the WebExternalAuth in RT and have noticed something a little odd. We are using an external authentication program for all our Apache authentication by using mod_auth_external. What I have noticed is that since switching RT to using WebExternalAuth my external auth program is called every time a URL is requested from RT. This is posing a serious performance overhead as the auth lookup takes several seconds. Is there no way to plug in an external authenticator program into RT and then take advantage of its cookies for performance reasons? Neil. From bill at daze.net Mon Aug 19 12:32:07 2002 From: bill at daze.net (bill@daze.net) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] WebExternalAuth performance In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk> Message-ID: > I've been experimenting with the WebExternalAuth in RT and have noticed > something a little odd. > > We are using an external authentication program for all our Apache > authentication by using mod_auth_external. What I have noticed is that > since switching RT to using WebExternalAuth my external auth program is > called every time a URL is requested from RT. This is posing a serious > performance overhead as the auth lookup takes several seconds. I believe that the *web browser* is making those requests each time it loads a page in the directory tree where you have auth defined in apache. From jp at oppipoika.net Mon Aug 19 13:08:21 2002 From: jp at oppipoika.net (Janne Pirkkanen) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] rt2stats - patch Message-ID: <1029776901.3d6126051ae19@ssl.nebula.fi> Hi, We are in need of statistics package and I'm interested in helping with it. Do you have it somewhere available? Janne jp@oppipoika.net > maybe we can work on that topic together, cause I already made a statistics package, which integrates in our local extended RT2 Version. The only thing that it has in common with the rt2stats Package is, that i have stolen some of the ideas. What I have at the moment is: > > - Integration into the menues > - Select start and end dates from a clickable calender > - Export data to excel > - Reports (from rt2stats) + keywords, no keywords, number of resolve transactions, etc. > > Julian > > -- > Julian Hein NETWAYS GmbH > Managing Director Deutschherrnstr. 47a > Fon.0911/92885-0 D-90429 N?rnberg > Fax.0911/92885-31 > jhein@netways.de www.netways.de > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From bruce_campbell at ripe.net Mon Aug 19 13:13:32 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Strange Install Problem In-Reply-To: <20020719222302.GD479@luggage> Message-ID: On Sat, 20 Jul 2002, Phil Homewood wrote: > Blackstone, J. David wrote: > > It's in the FAQ, although not easy to spot unless you've got the error > > right in front of you. Wouldn't hurt to have a note about what versions of > > HTML::Mason work right there in the dependencies section, at least until rt > > is patched to work with the latest version. > > The next release (2.0.14) already does have support for HTML::Mason 1.1x. A note about how to have a local version of HTML::Mason (1.05) for RT versions < 2.0.14 is now in RT/FM. ( Someone asked for an upgraded version of HTML::Mason in our global installation some weeks ago, and today after restarting the RT httpd (mysql race condition, feh), the dreaded $m problem hit me. ) Jesse, webmux.pl needs to have the 'use lib' lines shifted above the 'use HTML::Mason' lines to keep those with large local lib installations happy ;) Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From darren at boston.com Mon Aug 19 13:13:00 2002 From: darren at boston.com (darren chamberlain) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] WebExternalAuth performance In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk> References: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk> Message-ID: <20020819171300.GD26236@boston.com> * Neil Bingham [2002-08-19 12:28]: > We are using an external authentication program for all our Apache > authentication by using mod_auth_external. What I have noticed is > that since switching RT to using WebExternalAuth my external auth > program is called every time a URL is requested from RT. This is > posing a serious performance overhead as the auth lookup takes several > seconds. This is the correct behavior; because the web is stateless, every transaction (i.e., every page load) has to be authenticated. RT's regular auth mechanism is fast; it's just a db lookup, many of which happen for each request using cached database connections. If the speed of the external lookups is a problem, you will need to create a small app that sits between the server that needs the authentication (the one running RT) and the piece doing the authenticating, that can do credentials-caching. This might be one of those problems that can be solved by throwing hardware at it, though. (darren) -- Eternal nothingness is fine if you happen to be dressed for it. -- Woody Allen From nevans at fedex.com Mon Aug 19 13:41:57 2002 From: nevans at fedex.com (Nathan Evans) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Vacation reassignment Message-ID: <00a601c247a7$b70035b0$c51051c7@ORB> Is it possible to temporarily reassign tickets to the AdminCCs when the ticket owner is away? When the owner of a ticket is away, the rest of the Admins of that queue don't see the updates. So they sit until the owner returns... I think a scrip something like: On transaction where owner is , notify AdminCCs, Template Away_transaction Thanks! From alan at linerate.net Mon Aug 19 13:57:21 2002 From: alan at linerate.net (Alan Sawyer) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] problems with 2.0.14 Debian package In-Reply-To: <20020818223857.GD433@thefinalword.org.uk> Message-ID: If this is your first time why not use: http://packages.debian.org/unstable/misc/request-tracker.html The 2.0.13 package in unstable/misc? Alan On Sun, 18 Aug 2002, Geoff Richards wrote: > Hi, I've had a go at using the Debian package rt_2.0.14_test.deb > but have had some problems with the Apache configuration. > I've never installed RT before, so I don't know how things are > set up in non-Debian installations. > > Here are some notes on specific files: > > /usr/share/doc/request-tracker/README.gz > ...has an example Apache configuration which refers to 'webmux.pl', > which appears to have been renamed to 'modperl-handler.pl'. > > /usr/share/doc/request-tracker/examples/apache.conf > ...an alternative Apache conf, but this doesn't 'require' a startup > script, so Apache has no idea where to find the Perl modules. > > /usr/lib/request-tracker/bin/modperl-handler.pl > ...tries to 'use' config.pm, which is OK, but... > > /usr/lib/request-tracker/perl/RT/Mason.pm > ...tries to 'use' RT/Config.pm, which doesn't exist. > > > I've currently got this in the Apache conf, which doesn't work > because of the missing RT/Config.pm: > > > > ServerName rt.thefinalword.org.uk > ServerAlias rt > DocumentRoot /usr/share/request-tracker/WebRT/html > > PerlRequire /usr/lib/request-tracker/bin/modperl-handler.pl > > PerlModule Apache::DBI > PerlModule RT::Mason > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > > Any suggestions appreciated. > > cheers, > Qef > > From bruce_campbell at ripe.net Mon Aug 19 13:54:30 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Vacation reassignment In-Reply-To: <00a601c247a7$b70035b0$c51051c7@ORB> Message-ID: On Mon, 19 Aug 2002, Nathan Evans wrote: > Is it possible to temporarily reassign tickets to the AdminCCs when the > ticket owner is away? > When the owner of a ticket is away, the rest of the Admins of that queue > don't see the updates. So they sit until the owner returns... > > I think a scrip something like: > On transaction where owner is , notify AdminCCs, > Template Away_transaction Defined '', as in, how does RT 'know' that the person is away on vacation ? For our instance (note, musings, not implemented), we have a company-wide store of timeouts, which I guess I could point an RT Scrip at to find out whether a given AdminCc is out of the office for an extended period. For other companies, it might be as simple as 'cat ~user/.forward | grep vacation'. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From grant at pico.apple.com Mon Aug 19 14:23:24 2002 From: grant at pico.apple.com (Grant Miller) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Vacation reassignment In-Reply-To: References: <00a601c247a7$b70035b0$c51051c7@ORB> Message-ID: <20020819182324.GE29231@pico.apple.com> On Mon, Aug 19, 2002 at 07:54:30PM +0200, Bruce Campbell wrote: > On Mon, 19 Aug 2002, Nathan Evans wrote: > > > Is it possible to temporarily reassign tickets to the AdminCCs when the > > ticket owner is away? > > When the owner of a ticket is away, the rest of the Admins of that queue > > don't see the updates. So they sit until the owner returns... > > > > I think a scrip something like: > > On transaction where owner is , notify AdminCCs, > > Template Away_transaction > > Defined '', as in, how does RT 'know' that the person > is away on vacation ? > I think a checkbox "On Vacation" in the /Admin/Users/Modify.html page would be a way to let RT know. Then you would have to add a row to the Users table to store that information. -Grant Miller grant@pico.apple.com Unix Systems Admin, Engineering Computer Services, Apple Computer From McCoolS at darden.virginia.edu Mon Aug 19 15:20:38 2002 From: McCoolS at darden.virginia.edu (McCool, Scott) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Problem installing RT -- Mason related? Message-ID: <30CB8CB643F9FD4194F40ED2C5292D88626D5D@mail.darden.virginia.edu> Greetings all, I'm trying to get rt-2.0.14 installed on a linux server. I've followed the RT/FM installation guide, but am stuck trying to get anything to work through the web. Any time I try to hit the RT2 pages, Apache dumps the following to it's error_log: [warn] [Mason] Cannot resolve file to component: /usr/local/apache/htdocs/rt2 (is file outside component root?) Can anyone help me? Any pointers on where I can find more information? Thank you in advance! Configuration in my environment is below. -Scott Here are the relevent settings in my setup (as far as I know, though obviously there's _something_ wrong (: ) Apache's httpd.conf: Alias /rt2/ /usr/local/rt2/WebRT/html/ PerlRequire /usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason (I'm not sure if this is everything related to RT that I need or not, my goal here is to have all the RT url's under http://hostname/rt2 ) Apache's conf/mason.conf: PerlSetVar MasonCompRoot "/usr/local/rt2/WebRT/html" PerlSetVar MsonDataDir "/usr/local/apache/mason" PerlModule HTML::Mason::ApacheHandler SetHandler perl-script PerlHandler HTML::Mason::ApacheHandler Etc/config.pm (entire file, hope it isn't too mangled): # $Header: /raid/cvsroot/rt/etc/config.pm,v 1.18 2002/07/13 04:00:53 jesse Exp $ package RT; # {{{ Base Configuration # $rtname the string that RT will look for in mail messages to # figure out what ticket a new piece of mail belongs to # Your domain name is recommended, so as not to pollute the namespace. # once you start using a given tag, you should probably never change it. # (otherwise, mail for existing tickets won't get put in the right place $rtname="gbus.virginia.edu"; # You should set this to your organization's DNS domain. For example, # fsck.com or asylum.arkham.ma.us. It's used by the linking interface to # guarantee that ticket URIs are unique and easy to construct. $Organization = "gbus.virginia.edu"; # $user_passwd_min defines the minimum length for user passwords. Setting # it to 0 disables this check $MinimumPasswordLength = "5"; # $Timezone is used to convert times entered by users into GMT and back again # It should be set to a timezone recognized by your local unix box. $Timezone = 'US/Eastern'; # LogDir is where RT writes its logfiles. # This directory should be writable by your rt group $LogDir = "/usr/local/rt2/logs"; # }}} # {{{ Database Configuration # Database driver beeing used - i.e. MySQL. $DatabaseType="mysql"; # The domain name of your database server # If you're running mysql and it's on localhost, # leave it blank for enhanced performance $DatabaseHost="localhost"; # The port that your database server is running on. Ignored unless it's # a positive integer. It's usually safe to leave this blank $DatabasePort=""; #The name of the database user (inside the database) $DatabaseUser='rt_user'; # Password the DatabaseUser should use to access the database $DatabasePassword='SNIPPED'; # The name of the RT's database on your database server $DatabaseName='rt2'; # If you're using Postgres and have compiled in SSL support, # set DatabaseRequireSSL to 1 to turn on SSL communication $DatabaseRequireSSL=undef; # }}} # {{{ Incoming mail gateway configuration # OwnerEmail is the address of a human who manages RT. RT will send # errors generated by the mail gateway to this address. This address # should _not_ be an address that's managed by your RT instance. $OwnerEmail = 'root'; # If $LoopsToRTOwner is defined, RT will send mail that it believes # might be a loop to $RT::OwnerEmail $LoopsToRTOwner = 1; # If $StoreLoopss is defined, RT will record messages that it believes # to be part of mail loops. # As it does this, it will try to be careful not to send mail to the # sender of these messages $StoreLoops = undef; # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored # in the database. # For mysql and oracle, we set this size at 10 megabytes. # If you're running a postgres version earlier than 7.1, you will need # to drop this to 8192. (8k) $MaxAttachmentSize = 10000000; # $TruncateLongAttachments: if this is set to a non-undef value, # RT will truncate attachments longer than MaxAttachmentLength. $TruncateLongAttachments = undef; # $DropLongAttachments: if this is set to a non-undef value, # RT will silently drop attachments longer than MaxAttachmentLength. $DropLongAttachments = undef; # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to # RT automatically and you enable this option without modifying # "IsRTAddress" below, you will get yourself into a heap of trouble. # And well, this is free software, so there isn't a warrantee, but # I disclaim all ability to help you if you do enable this without # modifying IsRTAddress below. $ParseNewMessageForTicketCcs = undef; # IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if # the setting above is enabled. sub IsRTAddress { my $address = shift; # Example: the following rule would tell RT not to Cc # "tickets@noc.example.com" # return(1) if ($address =~ /^tickets\@noc.example.com$/i); return(undef) } # CanonicalizeAddress converts email addresses into canonical form. # it takes one email address in and returns the proper canonical # form. You can dump whatever your proper local config is in here sub CanonicalizeAddress { my $email = shift; # Example: the following rule would treat all email # coming from a subdomain as coming from second level domain # foo.com #$email =~ s/\@(.*).foo.com/\@foo.com/; return ($email) } # If $LookupSenderInExternalDatabase is defined, RT will attempt to # verify the incoming message sender with a known source, using the # LookupExternalUserInfo routine below $LookupSenderInExternalDatabase = undef; # If $SenderMustExistInExternalDatabase is true, RT will refuse to # create non-privileged accounts for unknown users if you are using # the "LookupSenderInExternalDatabase" option. # Instead, an error message will be mailed and RT will forward the # message to $RTOwner. # # If you are not using $LookupSenderInExternalDatabase, this option # has no effect. # # If you define an AutoRejectRequest template, RT will use this # template for the rejection message. $SenderMustExistInExternalDatabase = undef; # LookupExternalUserInfo is a site-definable method for synchronizing # incoming users with an external data source. # # This routine takes a tuple of EmailAddress and FriendlyName # EmailAddress is the user's email address, ususally taken from # an email message's From: header. # FriendlyName is a freeform string, ususally taken from the "comment" # portion of an email message's From: header. # # It returns (FoundInExternalDatabase, ParamHash); # # FoundInExternalDatabase must be set to 1 before return if the user was # found in the external database. # # ParamHash is a Perl parameter hash which can contain at least the following # fields. These fields are used to populate RT's users database when the user # is created # # EmailAddress is the email address that RT should use for this user. # Name is the 'Name' attribute RT should use for this user. # 'Name' is used for things like access control and user lookups. # RealName is what RT should display as the user's name when displaying # 'friendly' names sub LookupExternalUserInfo { my ($EmailAddress, $RealName) = @_; my $FoundInExternalDatabase = 1; my %params = {}; #Name is the RT username you want to use for this user. $params{'Name'} = $EmailAddress; $params{'EmailAddress'} = $EmailAddress; $params{'RealName'} = $RealName; # See RT's contributed code for examples. # http://www.fsck.com/pub/rt/contrib/ return ($FoundInExternalDatabase, %params); } # }}} # {{{ Outgoing mail configuration # RT is designed such that any mail which already has a ticket-id associated # with it will get to the right place automatically. # $CorrespondAddress and $CommentAddress are the default addresses # that will be listed in From: and Reply-To: headers of correspondence # and comment mail tracked by RT, unless overridden by a queue-specific # address. $CorrespondAddress='RT::CorrespondAddress.not.set'; $CommentAddress='RT::CommentAddress.not.set'; #Sendmail Configuration # $MailCommand defines which method RT will use to try to send mail # We know that 'sendmailpipe' works fairly well. # If 'sendmailpipe' doesn't work well for you, try 'sendmail' # # Note that you should remove the '-t' from $SendmailArguments # if you use 'sendmail rather than 'sendmailpipe' $MailCommand = 'sendmailpipe'; # $SendmailArguments defines what flags to pass to $Sendmail # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above. # If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments # These options are good for most sendmail wrappers and workalikes $SendmailArguments="-oi -t"; # These arguments are good for sendmail brand sendmail 8 and newer #$SendmailArguments="-oi -t -ODeliveryMode=b -OErrorMode=m"; # If you selected 'sendmailpipe' above, you MUST specify the path # to your sendmail binary in $SendmailPath. # !! If you did not # select 'sendmailpipe' above, this has no effect!! $SendmailPath = "/usr/sbin/sendmail"; # RT can optionally set a "Friendly" 'To:' header when sending messages to # Ccs or AdminCcs (rather than having a blank 'To:' header. # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL # If you are using sendmail, rather than postfix, qmail, exim or some other MTA, # you _must_ disable this option. $UseFriendlyToLine = 0; # }}} # {{{ Logging # Logging. The default is to log anything except debugging # information to a logfile. Check the Log::Dispatch POD for # information about how to get things by syslog, mail or anything # else, get debugging info in the log, etc. # It might generally make # sense to send error and higher by email to some administrator. # If you do this, be careful that this email isn't sent to this RT instance. # the minimum level error that will be logged to the specific device. # levels from lowest to highest: # debug info notice warning error critical alert emergency # Mail loops will generate a critical log message. $LogToScreen = 'error'; $LogToFile = 'error'; #$LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.. $LogToFileNamed = "$LogDir/rt.log".$<; #log to rt.log.user; # }}} # {{{ Web interface configuration # Define the directory name to be used for images in rt web # documents. # If you're putting the web ui somewhere other than at the root of # your server # $WebPath requires a leading / but no trailing / $WebPath = ""; # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / $WebBaseURL = "http://RT::WebBaseURL.not.configured:80"; $WebURL = $WebBaseURL . $WebPath . "/"; # $WebImagesURL points to the base URL where RT can find its images. # If you're running the FastCGI version of the RT web interface, # you should make RT's WebRT/html/NoAuth/images directory available on # a static web server and supply that URL as $WebImagesURL. $WebImagesURL = $WebURL."NoAuth/images/"; # $RTLogoURL points to the URL of the RT logo displayed in the web UI $LogoURL = $WebImagesURL."rt.jpg"; # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. $WebExternalAuth = undef; # $MasonComponentRoot is where your rt instance keeps its mason html files # (this should be autoconfigured during 'make install' or 'make upgrade') $MasonComponentRoot = "/usr/local/rt2/WebRT/html"; # $MasonLocalComponentRoot is where your rt instance keeps its site-local # mason html files. # (this should be autoconfigured during 'make install' or 'make upgrade') $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html"; # $MasonDataDir Where mason keeps its datafiles # (this should be autoconfigured during 'make install' or 'make upgrade') $MasonDataDir = "/usr/local/rt2/WebRT/data"; # RT needs to put session data (for preserving state between connections # via the web interface) $MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata"; #This is from tobias' prototype web search UI. it may stay and it may go. %WebOptions= ( # This is for putting in more user-actions at the Transaction # bar. I will typically add "Enter bug in Bugzilla" here.: ExtraTransactionActions => sub { return ""; }, # Here you can modify the list view. Be aware that the web # interface might crash if TicketAttribute is wrongly set. QueueListingCols => [ { Header => 'Id', TicketLink => 1, TicketAttribute => 'Id' }, { Header => 'Subject', TicketAttribute => 'Subject' }, { Header => 'Requestor(s)', TicketAttribute => 'RequestorsAsString' }, { Header => 'Status', TicketAttribute => 'Status' }, { Header => 'Queue', TicketAttribute => 'QueueObj->Name' }, { Header => 'Told', TicketAttribute => 'ToldObj->AgeAsString' }, { Header => 'Age', TicketAttribute => 'CreatedObj->AgeAsString' }, { Header => 'Last', TicketAttribute => 'LastUpdatedObj->AgeAsString' }, # TODO: It would be nice with a link here to the Owner and all # other request owned by this Owner. { Header => 'Owner', TicketAttribute => 'OwnerObj->Name' }, { Header => 'Take', TicketLink => 1, Constant => 'Take', ExtraLinks => '&Action=Take' }, ] ); # }}} # {{{ RT Linking Interface # $TicketBaseURI is the Base path of the URI for local tickets # You shouldn't need to touch this. it's used to link tickets both locally # and remotely $TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/"; # A hash table of conversion subs to be used for transforming RT Link # URIs to URLs in the web interface. If you want to use RT towards # locally installed databases, this is the right place to configure it. %URI2HTTP= ( 'http' => sub {return @_;}, 'https' => sub {return @_;}, 'ftp' => sub {return @_;}, 'fsck.com-rt' => sub {warn "stub!";}, 'mozilla.org-bugzilla' => sub {warn "stub!"}, 'fsck.com-kb' => sub {warn "stub!"} ); # A hash table of subs for fetching content from an URI %ContentFromURI= ( 'fsck.com-rt' => sub {warn "stub!";}, 'mozilla.org-bugzilla' => sub {warn "stub!"}, 'fsck.com-kb' => sub {warn "stub!"} ); # }}} # {{{ No User servicable parts inside ############################################ ############################################ ############################################ # # Don't edit anything below this line unless you really know # what you're doing # # ############################################ ############################################ # TODO: get this stuff out of the config file and into RT.pm #Set up us the timezone $ENV{'TZ'} = $Timezone; #TODO: Bogus hack to deal with Date::Manip whining # Configure sendmail if we're using Entity->send('sendmail') if ($MailCommand eq 'sendmail') { $MailParams = $SendmailArguments; } # }}} 1; From billp at wjp.net Mon Aug 19 15:39:04 2002 From: billp at wjp.net (billp) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] New rt2 install- customization questions Message-ID: <20020819123904.R27155@nigel.wjp.net> > On Wednesday billp wrote: > > > 3) I don't know mason. Is there a way to execute a shell script > > (basically outputs html of our "network status") around line 14 of the > > main WebRT/html/index.html? > > My Mason knowledge is limited to what I've guessed from reading 'RT' > files, but I'd expect something like this to work: > > <% qx[/usr/local/bin/network-status-html] %> That actually inserts only the first line of the output of my script, with all the <'s and >'s escaped properly so they actually display. I am going to keep trying to play with this, thanks for the pointer. > > 5) Is there a scrip that can email all queue members (users > > with permission to the queue) upon a ticket created via email? > > (Similar to rt1 operation.) > > OnCreate NotifyAdminCcs with Template Creation > OnCreate Ccs with Template Creation This only seems to work if I put specific Ccs or AdminCcs in the ticket. I want it to mail all queue members for that particular queue, like rt1 does. > > 2) Displaying children tickets directly under the parent ticket on the > > search and/or home screens (ticket summaries.) > > This (or something similar to it) is near the top of our to-do list. > I'll let you know how we get on. great, thanks! thanks for all the other info too. bill From jamyles at mtu.edu Mon Aug 19 15:43:09 2002 From: jamyles at mtu.edu (Joshua Myles) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Convert from ReqNG to RT 2 Message-ID: We have just over 10,000 requests in ReqNG which we'd like to import to our RT installation (2.0.13). I've looked at reqtort and req2rt, but these appear to only work with RT 1.x installations. Any solutions or suggestions? Thanks, Josh From cgilmore at tivoli.com Mon Aug 19 15:59:34 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] WebExternalAuth performance In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A776@exchange1.cam.pace.co.uk> Message-ID: <001f01c247ba$f0e4c990$69285492@tivoli.com> You'll want to use a caching mechanism around your external auth mechanism. For instance, I use a combination of Apache::AuthenCache with Apache::AuthenLDAP. Thanks, Christian ----------------- Christian Gilmore Technology Leader GeT WW Global Applications Development IBM Software Group > -----Original Message----- > From: rt-users-admin@lists.fsck.com > [mailto:rt-users-admin@lists.fsck.com]On Behalf Of Neil Bingham > Sent: Monday, August 19, 2002 11:25 AM > To: rt-users@lists.fsck.com > Subject: [rt-users] WebExternalAuth performance > > > Hi, > > I've been experimenting with the WebExternalAuth in RT and > have noticed > something a little odd. > > We are using an external authentication program for all our Apache > authentication by using mod_auth_external. What I have > noticed is that > since switching RT to using WebExternalAuth my external auth > program is > called every time a URL is requested from RT. This is posing > a serious > performance overhead as the auth lookup takes several seconds. > > Is there no way to plug in an external authenticator program > into RT and > then take advantage of its cookies for performance reasons? > > Neil. > > _______________________________________________ > rt-users mailing list > rt-users@lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From smylers at gbdirect.co.uk Mon Aug 19 16:03:33 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] New rt2 install- customization questions In-Reply-To: <20020819123904.R27155@nigel.wjp.net> Message-ID: billp wrote: > [Smylers wrote:] > > > > > <% qx[/usr/local/bin/network-status-html] %> > > That actually inserts only the first line of the output of my script, Does this help? <% scalar qx[/usr/local/bin/network-status-html] %> The qx// operator returns each line of its output as separate list elements in list context but concatenates them into a single string in scalar context. For example, try each of these at a Unix command-line: % perl -wle 'print((`w`)[0])' % perl -wle 'print((scalar `w`)[0])' > > OnCreate NotifyAdminCcs with Template Creation > > OnCreate Ccs with Template Creation > > This only seems to work if I put specific Ccs or AdminCcs in the > ticket. It also works if you assign CCs and admin CCs for the queue. At least, it definitely does here. Smylers -- GBdirect http://www.gbdirect.co.uk/ From bruce_campbell at ripe.net Mon Aug 19 16:34:47 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Convert from ReqNG to RT 2 In-Reply-To: Message-ID: On Mon, 19 Aug 2002, Joshua Myles wrote: > We have just over 10,000 requests in ReqNG which we'd like to import to our > RT installation (2.0.13). I've looked at reqtort and req2rt, but these > appear to only work with RT 1.x installations. Any solutions or suggestions? With plain boring req, req_to_rt2 (http://www.amsterdamned.org/~bc/rt/) 'mostly' works. It does do some 'Not Right' stuff, mainly in managing to create requestors with ',' in the names, but we haven't noticed too many hanging issues after converting ~40,000 tickets to RT2. This may or may not help. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From paul at goracke.org Mon Aug 19 17:07:50 2002 From: paul at goracke.org (Paul Goracke) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Problem installing RT -- Mason related? References: <30CB8CB643F9FD4194F40ED2C5292D88626D5D@mail.darden.virginia.edu> Message-ID: <3D615E26.6020800@goracke.org> McCool, Scott wrote: > (I'm not sure if this is everything related to RT that I need or not, my > goal here is to have all the RT url's under http://hostname/rt2 ) You need to change the following in config.pm: > $WebPath = ""; Should be '$WebPath = "/rt2";' > $WebBaseURL = "http://RT::WebBaseURL.not.configured:80"; Should be '$WebBaseURL = "http://hostname";' Disclaimer: These are the most obvious changes I see--I may not have caught them all. :^) pg From mrcpu at internetcds.com Mon Aug 19 19:42:22 2002 From: mrcpu at internetcds.com (Jaye Mathisen) Date: Sun Apr 11 16:10:39 2004 Subject: [rt-users] Help... Lost my Attachments. Message-ID: <20020819164222.C95726@backmaster.cdsnet.net> No idea what could be wrong, or how to fix it. FreeBSD 4.6, mysql 3.23.51, rt 2.0.13 RT was humming along just fine, or at least it seemed to be. Had to reboot the server. Comes back up, RT displays the transactions fine, but the ticket bodies are gone. New tickets create, the data appears in the attachment table, but no display. mysiamchk doesn't give me any errors on the tables, and the data is most definitely in the Attachments table. I restored a day old database just to make sure that was created with mysqlhotcopy, and it's doing the exact same thing, except that of course, the highest ticket is less that the current one. There are no error message in the httpd-error log file, nor anything in the /var/log/rt directory. Of course, 10k of tickets are in here, so I"m a bit anxious... From bruce_campbell at ripe.net Tue Aug 20 02:46:45 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] Help... Lost my Attachments. In-Reply-To: <20020819164222.C95726@backmaster.cdsnet.net> Message-ID: On Mon, 19 Aug 2002, Jaye Mathisen wrote: > No idea what could be wrong, or how to fix it. > > FreeBSD 4.6, mysql 3.23.51, rt 2.0.13 > > RT was humming along just fine, or at least it seemed > to be. Had to reboot the server. > > Comes back up, RT displays the transactions fine, but the > ticket bodies are gone. New tickets create, the data > appears in the attachment table, but no display. Displaying of data from the attachments table depends on the MIME::Base64 module. Are you certain that this is still installed and readable by the RT user(s)? -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From neil.bingham at pace.co.uk Tue Aug 20 04:45:01 2002 From: neil.bingham at pace.co.uk (Neil Bingham) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] WebExternalAuth performance Message-ID: <54045BFDAD47D5118A850002A5095CC30127A77F@exchange1.cam.pace.co.uk> Christian Gilmore wrote: > You'll want to use a caching mechanism around your external auth > mechanism. For instance, I use a combination of Apache::AuthenCache > with Apache::AuthenLDAP. I see from the net that you wrote Apache::AuthenLDAP. I'm actually doing LDAP auth, but we are using an Exchange 5.5 server to retrieve the data, and mod_auth_ldap couldn't talk to it. In the end we resorted to mod_auth_external and wrote a script around Net::LDAP to do it. As our LDAP server is 170 miles away up a frame relay link the overhead of invoking mod_auth_external and then doing the lookup is what causes our delay. I'll investigate later... Thanks, Neil. -- Neil Bingham, Software Team Leader, Engineering Tools Group. Pace Micro Technology plc Tel: +44 (0) 1223 518574 645 Newmarket Road, Fax: +44 (0) 1223 518526 Cambridge, United Kingdom, CB5 8PB WWW: http://www.pace.co.uk/ From bruce_campbell at ripe.net Tue Aug 20 05:24:10 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] Re: WSF Migration [T20020820007D] In-Reply-To: <20020820051655.98ae501e387741e783deeba9ed7e061a.in@exchange1.bizland-inc.com> Message-ID: On Tue, 20 Aug 2002 WSFSupport1@BizLand-Inc.com wrote: > Date: Tue, 20 Aug 2002 09:02:37 GMT > From: WSFSupport1@BizLand-Inc.com > To: bruce_campbell@ripe.net > Subject: WSF Migration [T20020820007D] > > We received your message on 8/20/02 at 5:02:37 AM regarding your e-mail > titled: Re: [rt-users] Help... Lost my Attachments.. Your message has > been assigned a tracking number of T20020820007D. Should you need to > contact us regarding your original message, please refer to this > tracking number. Please do not subscribe ticketing systems with auto-replies enabled to mailing lists. It is extremely irritating to receive such mails. Please either switch off the auto-reply, or subscribe under a different address. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From pathar at dc.luth.se Tue Aug 20 05:41:46 2002 From: pathar at dc.luth.se (Patrick Harlin) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] Reply with all comments in history..... Message-ID: <200208200941.g7K9fwrd020990@samson.dc.luth.se> Hi, I wonder if anyone have a clue how to send a reply containing all of the comments in the hostory of the ticket ? /Cheers, Patrick From pathar at dc.luth.se Tue Aug 20 05:45:26 2002 From: pathar at dc.luth.se (Patrick Harlin) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] Search on only Subject fails.... Message-ID: <200208200945.g7K9jcrd021579@samson.dc.luth.se> Hi, If I try to do a search on a string on the subject of a case. Then the search fail. I have f.e. tried to search on the string "test", and the subject of one of my testtickets are "test". If I also add the queue and owner to my search criteria then it matches the "test" ticket. But should I not be able to just search on the subject ? I am running RT2.0.14 on Solaris. /Cheers, Patrick From rehan at nha.co.za Tue Aug 20 06:35:20 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] When an owner is "out of office" Message-ID: Hi everyone, Hopefully someone has put some brain into this before and can suggest how to solve it. Has anyone found an efficient way of dealing with owners being on leave/away for extended periods. I want to avoid tickets just lying there for a week or two and the requestor wondering what's going on. One way would be for the owner to reply to each ticket to send a message to the requester that he will be away for some time. Another way would be to somehow set the owner's profile as away, but that would involve database changes, thus possibly deviating too far of the standard RT. How do you address this problem? Add ticket watchers, maybe. Queue watchers would probably be more appropriate, but that person will be swamped with the masses of mail to check. Has anyone made helpful changes to RT that could help solve this? Regards, Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan@nha.co.za Tel: +27 21 9504424 Fax: +27 21 9505424 From cdevers at boston.com Tue Aug 20 08:35:35 2002 From: cdevers at boston.com (Chris Devers) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] Reply with all comments in history..... In-Reply-To: <200208200941.g7K9fwrd020990@samson.dc.luth.se> Message-ID: On Tue, 20 Aug 2002, Patrick Harlin wrote: > I wonder if anyone have a clue how to send a reply containing all of the > comments in the hostory of the ticket ? Get all your users to switch to Outlook or Notes? (Personally I'd like a solution that goes the other way -- if RT records all the history, it doesn't need to be in each email. I suppose doing a multipart MIME digest would be a reasonable [if complex] compromise...) -- Chris Devers From bruce_campbell at ripe.net Tue Aug 20 08:58:18 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] Vacation (holiday) reassignment In-Reply-To: <20020819182324.GE29231@pico.apple.com> Message-ID: On Mon, 19 Aug 2002, Grant Miller wrote: > On Mon, Aug 19, 2002 at 07:54:30PM +0200, Bruce Campbell wrote: > > On Mon, 19 Aug 2002, Nathan Evans wrote: > > > > > Is it possible to temporarily reassign tickets to the AdminCCs when the > > > ticket owner is away? > > > I think a scrip something like: > > > On transaction where owner is , notify AdminCCs, > > > Template Away_transaction > > > > Defined '', as in, how does RT 'know' that the person > > is away on vacation ? > > I think a checkbox "On Vacation" in the /Admin/Users/Modify.html page would > be a way to let RT know. Then you would have to add a row to the Users table > to store that information. Possibly an easier thing would be to use the Privileged column, with a value of '2' indicating that they are away on holidays. This thus requires no schema changes. Personally I think that this is a per-site policy issue, where either all AdminCcs get all of the correspondence (thus is someone is away and the requestor wonders whats going on, someone else will notice), or the AdminCc who is going away must re-assign their tickets before going on holidays. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security As a side note, a 'vacation' is used incorrectly in American-English to refer to both the interval of time in which someone is away, and what a person does in that period of time, eg: 'I had a vacation at the Grand Canyon'. Of course, the more appropriate term for the latter is a 'holiday', in both its festival/cheerful, and occurring rarely definitions (especially with America's standard two weeks per year). Thus, 'During my vacation time, I had a holiday at the Grand Canyon'. Personally during some of my six weeks holiday time, I'll be going to some nice Greek islands. From McCoolS at darden.virginia.edu Tue Aug 20 08:58:37 2002 From: McCoolS at darden.virginia.edu (McCool, Scott) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] Problem installing RT -- Mason related? Message-ID: <30CB8CB643F9FD4194F40ED2C5292D889BAD0E@mail.darden.virginia.edu> Thanks, Paul! The problem turned out to be a combination of those two things (I'd actually changed them later in the afternoon after sending my original email), and the fact that the URL I was using was "http://hostname/rt2", while my alias in httpd.conf was for "/rt2/". With the config file changes Paul suggested, and the "correct" URL (http://hostname/rt2/) I can get to the web interface. Thanks all! -Scott -----Original Message----- From: Paul Goracke [mailto:paul@goracke.org] Sent: Monday, August 19, 2002 5:08 PM To: McCool, Scott Cc: rt-users@lists.fsck.com Subject: Re: [rt-users] Problem installing RT -- Mason related? McCool, Scott wrote: > (I'm not sure if this is everything related to RT that I need or not, > my goal here is to have all the RT url's under http://hostname/rt2 ) You need to change the following in config.pm: > $WebPath = ""; Should be '$WebPath = "/rt2";' > $WebBaseURL = "http://RT::WebBaseURL.not.configured:80"; Should be '$WebBaseURL = "http://hostname";' Disclaimer: These are the most obvious changes I see--I may not have caught them all. :^) pg From darren at boston.com Tue Aug 20 09:37:44 2002 From: darren at boston.com (darren chamberlain) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] Reply with all comments in history..... In-Reply-To: <200208200941.g7K9fwrd020990@samson.dc.luth.se> References: <200208200941.g7K9fwrd020990@samson.dc.luth.se> Message-ID: <20020820133744.GG25951@boston.com> * Patrick Harlin [2002-08-20 05:43]: > I wonder if anyone have a clue how to send a reply containing all of > the comments in the hostory of the ticket ? Getting all the transactions for a ticket is pretty simple; take a look at ShowHistory and ShowTransaction in WebRT/html/Tickets/Elements to get started. This will list all comments attached to ticket $Id: (my $Ticket = RT::Ticket->new($session{'CurrentUser'}))->Load($Id); my $Transactions = $Ticket->Transactions while (my $Transaction = $Transactions->Next) { next unless $Transaction->Type eq 'Comment'; printf "Subject: %s", $Transaction->Subject; my $Attachments = $Transaction->Attachments; $Attachments->GotoFirstItem; while (my $attachment = $Attachments->Next) { printf "Content:\n%s\n", $attachment->Content; } print "\n"; # separator, for good measure. } Wrap that in the appropriate markup, and you've got a list of comments on a ticket. (darren) -- OCCAM'S ERASER: The philosophical principle that even the simplest solution is bound to have something wrong with it. From rehan at nha.co.za Tue Aug 20 09:48:20 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] When an owner is "out of office" Message-ID: My apologies - this query falls pretty much in line with Nathan Evans's "Vacation reassignment" - I missed that when I browsed the list. Rehan -----Original Message----- From: Rehan van der Merwe Sent: Tuesday, August 20, 2002 12:35 PM To: Rt-Users (E-mail) Subject: [rt-users] When an owner is "out of office" Hi everyone, Hopefully someone has put some brain into this before and can suggest how to solve it. Has anyone found an efficient way of dealing with owners being on leave/away for extended periods. I want to avoid tickets just lying there for a week or two and the requestor wondering what's going on. One way would be for the owner to reply to each ticket to send a message to the requester that he will be away for some time. Another way would be to somehow set the owner's profile as away, but that would involve database changes, thus possibly deviating too far of the standard RT. How do you address this problem? Add ticket watchers, maybe. Queue watchers would probably be more appropriate, but that person will be swamped with the masses of mail to check. Has anyone made helpful changes to RT that could help solve this? Regards, Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan@nha.co.za Tel: +27 21 9504424 Fax: +27 21 9505424 _______________________________________________ rt-users mailing list rt-users@lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cgilmore at tivoli.com Tue Aug 20 10:16:13 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Sun Apr 11 16:10:40 2004 Subject: [rt-users] WebExternalAuth performance In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A77F@exchange1.cam.pace.co.uk> Message-ID: <000c01c24854$24bffd90$69285492@tivoli.com> You could throw Cache::Cache around your external program that uses Net::LDAP, effectively embedding the cache into your external auth package. Thanks, Christian ----------------- Christian Gilmore Technology Leader GeT WW Global Applications Development IBM Software Group > -----Original Me