[rt-users] Multiple owners(approvers) for ticket approval
I'm using ticket approval on RT 3.8.4 I would like to set multiple approvers on some tickets of the queue. The reason is that tickets have to wait for only one owner's back when he is absent. AdminCC can approve the ticket, but I'm not satisfied with the RT's behavior which is different between Owner and AdminCC. When I set multiple owners, RT sets the approver to nobody and doesn't work. Who can set multiple owners(approvers) for ticket approval ? Regards, Yuichiro "PLEASE NOTE: This email, and any attachments hereto, are intended only for use by the specified addressee(s) and may contain legally privileged and/or confidential and/or proprietary information of KVH Co., Ltd. and/or its affiliates (including personal information). If you are not the intended recipient of this email, please immediately notify the sender by email, and please permanently delete the original, any print out and any copies of the foregoing. " Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can't locate object method "_Accessible"
My server is running Fedora 8 and was running RT 3.6.5 ok. Most files were located in /usr/share/rt3. I have just upgraded to RT 3.8.7 and changed the installation directory to /opt/rt3. All references in /etc/httpd/conf*/* have been changed to refer to /opt/rt3 but the /usr/share/rt3 directory is still present. RT is running on port 8080 to avoid conflict with another application. After the upgrade, RT refuses to run. The log shows this message: [Fri Apr 16 15:04:34 2010] [error] [client 172.16.100.228] Can't locate object method "_Accessible" via package "SubscribeDashboard" (perhaps you forgot to load "SubscribeDashboard"?) at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 423.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 443.\n Looking around online, I don't find this specific message referenced anywhere. However, similar messages with other methods are quoted. The general idea seems to be that something isn't up-to-date as expected. So I've run "yum update" on the server and updated everything. I then used cpan to update File::Temp since the repositories don't seem to be current for that module. After restarting the web server (Apache 2), RT still fails in exactly the same way. Obviously, I'm still missing something simple. Can anyone tell me what? -- Dave Close Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Merge tickets, transaction notification and REST
We have a scrip that runs "On Transaction" and calls an external script, passing the ticket id. We want to take actions in the external script when a ticket is merged. If we merge, say, ticket 100 into ticket 200, the ticket id passed to our external script is 200. How can we find out, via the REST interface, the ticket id that was merged (100 in this example)? Frustratingly, going the other way is easy - if we retrieve ticket information for 100 via the REST interface, ticket 200 is retrieved. If it helps, here's our scrip (we are not Perl wizards, which may be stating the obvious when you see the code below: all criticism gratefully received): my $tx = $self->TransactionObj; my $ticket = $self->TicketObj; my $id = $ticket->id; my $type = $tx->Type; my $field = $tx->Field; my $old = $tx->OldValue; my $new = $tx->NewValue; system("wget 'http://localhost/xyz/transaction?rt=$id";.'&type='."$type".'&field='."$field".'&old='."$old".'&new='."$new'") Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CommandByMail question on Status values
To list, I have added a couple new values for the Status field via the RT_SiteConfig.pm file. However, when I try to update a ticket with one of those new values, the update is rejected. Question: How can I update CommandByMail to allow those new Status values? Thanks. Kenn LBNL Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Queues not showing/updating in QuickCreate box
Right you are sir. Thanks very much. Nick Irvine IT and Network Administrator Artona Group On 04/19/10 03:21, Carlos Garcia Montoro wrote: When a queue is just created, it is not shown sometime. Try to log out (perhaps close your browser) and then log in. Cheers, Carlos Nick Irvine wrote: I've just changed the name of the General queue to "Triage", but this is not reflected in the Quick Create box in RT at a Glance, nor in the "New Ticket in [Combo box]" at the top. Also, I can't select any other Queues in either of these. If I create a new ticket, it does in fact end up in the Triage Queue. Using 3.8 in from Ubuntu Karmic. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Initiate Template via custom scrip action
> What happens if you move your action code to the condition and then make you > rAction : Notify Requestors with the Template you need ; ie your condition > will be something like: Thanks for the reply. I already tried that, but just to sanity check I tried it again. No avail. Requestor doesn't get any emails. -Kristian Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Initiate Template via custom scrip action
Kristian; What happens if you move your action code to the condition and then make you rAction : Notify Requestors with the Template you need ; ie your condition will be something like: Custom Condition: my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; if ( $self->TransactionObj->Type eq "Create" && !$self->TicketObj->QueueObj->IsAdminCc($CreatorId) ){ my $Ticket = $self->TicketObj; my $newqueue = "23"; $Ticket->SetQueue($newqueue); return 1; } return undef; I've not done this ; but I think will work for what you want. Roy Kristian Davies wrote: I've created a scrip: Condition: User Defined Action: User Defined Template: Global Template: Blank Stage: TransactionCreate Custom Condition: my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; if ( $self->TransactionObj->Type eq "Create" && !$self->TicketObj->QueueObj->IsAdminCc($CreatorId) ){ return 1; } Custom action prep code: my $Ticket = $self->TicketObj; my $newqueue = "23"; $Ticket->SetQueue($newqueue); Custom action cleanup code: return 1; Basically I just need to fire off a template to those requestors who's tickets are moved via this scrip. Cheers, Kristian Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Modification of At a Glance causes loss of default items...
If I make any changes to at a glance...to move Bookmarked Tickets to the right sidebar for instance, I lose all the default portlets...quick search, quick creation, etc. Tyler Eaves Programmer Cooke Communications / The Daily Reflector 252-329-9633 tea...@reflector.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Initiate Template via custom scrip action
I've created a scrip: Condition: User Defined Action: User Defined Template: Global Template: Blank Stage: TransactionCreate Custom Condition: my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; if ( $self->TransactionObj->Type eq "Create" && !$self->TicketObj->QueueObj->IsAdminCc($CreatorId) ){ return 1; } Custom action prep code: my $Ticket = $self->TicketObj; my $newqueue = "23"; $Ticket->SetQueue($newqueue); Custom action cleanup code: return 1; Basically I just need to fire off a template to those requestors who's tickets are moved via this scrip. Cheers, Kristian Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Spreadsheet Custom Fields not Aligned.
Yes that worked perfectly! Thanks. Bill On Tue, Apr 20, 2010 at 07:46, William Graboyes < william.grabo...@theportalgrp.com> wrote: > Jesper, > > Thanks for the help on that one. I'll give it a shot as soon as I get to > work. > > On Apr 20, 2010 12:18 AM, "Jesper Henriksen" wrote: > > On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote: > > We just upgraded our RT system t... > I ran into that very same problem yesterday, but luckily I did manage to > find a post that explains a workaround: > http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg24057.html > > Essentially you need to edit /opt/rt3/share/html/Search/Results.tsv line > 110. Change it from > > foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$a} } > keys %cf_name_to_pos ) { > > .. to .. > > foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$b} } > keys %cf_name_to_pos ) { > > Works for us. > > -- > Jesper Henriksen > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Large Queue size problems
On Mon, Apr 19, 2010 at 06:06:50PM -0500, Nick Geron wrote: > Hi all, > > Our company currently runs RT for customer support interactions as > well as a central email abuse reporting system for customer IP > blocks. Recently we setup a feedback system with a large hosted > mail provider and we saw the level of incoming abuse/spam reports > increase to 10s of thousands a day. I have been trying to identify > the source of an issue that essentially boils down to this: When > our RT queues are 'large' (over 100K tickets) the UI struggles to > complete operations or consumes all system resources. That's actually a known issue with the "next" and "prev" button mapping on the ticket pages. My coworker Ruslan tells me that we've actually got a fix for it in 3.8.8RC2. Can you try out 3.8.8RC2 and tell me if that fixes it for you? Best, Jesse Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM gone
First thing that pops into my mind is the Set(@Plugins,qw(RT::FM)); line. There can be only one in the config file -- multiple Set(@Plugins,...) just overwrite what was set on a previous line. If you have more than one Set line, consolidate them into one Set statement. Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of polloxx Sent: Tuesday, April 20, 2010 9:15 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RTFM gone RTFM seems gone on our RT. Until now it was not used, but I don't see the URL any longer at the web interface. We use RT 3.8.7 and RTFM 2.4.2 The tables for RTFM are still in the database but surfing to RTFM/index.html results in an error: "The page you requested could not be found". RTFM was installed following the README and Set(@Plugins,qw(RT::FM)); is included in RT_SiteConfig.pm Any ideas how to fix this? Thanks, P. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Spreadsheet Custom Fields not Aligned.
Jesper, Thanks for the help on that one. I'll give it a shot as soon as I get to work. On Apr 20, 2010 12:18 AM, "Jesper Henriksen" wrote: On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote: > We just upgraded our RT system t... I ran into that very same problem yesterday, but luckily I did manage to find a post that explains a workaround: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg24057.html Essentially you need to edit /opt/rt3/share/html/Search/Results.tsv line 110. Change it from foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$a} } keys %cf_name_to_pos ) { .. to .. foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$b} } keys %cf_name_to_pos ) { Works for us. -- Jesper Henriksen Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM gone
RTFM seems gone on our RT. Until now it was not used, but I don't see the URL any longer at the web interface. We use RT 3.8.7 and RTFM 2.4.2 The tables for RTFM are still in the database but surfing to RTFM/index.html results in an error: "The page you requested could not be found". RTFM was installed following the README and Set(@Plugins,qw(RT::FM)); is included in RT_SiteConfig.pm Any ideas how to fix this? Thanks, P. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] TransactionBatch - AddCustomFieldValue
Thanks for your help, now it is working. I changed a little the code, and I was forgetting to refresh the page :x I'm using TransactionBatch. Cheers. 2010/4/20 Sergio Charpinel Jr. > OK and thanks for your help. > > Here is the Scrip. I verify if the transaction is a change in a Custom > Field called 'Fim do evento' and then, change the value of another Custom > Field to a test value. > The problem is that when I change the CustomField via WebInterface, it runs > my scrip, change the values to 'teste', and then change again to what was > set before. > > Custom Condition: > if ( $self->TransactionObj->Type ne "CustomField"){ >return 0; > } > return 1; > > Preparation > 1; > > Cleanup > my $ticket = $self->TicketObj; > my $CFName = 'Fim do evento'; > my $CF = RT::CustomField->new( $RT::SystemUser ); > $CF->LoadByNameAndQueue( Name => $CFName, Queue => $ticket->Queue ); > unless( $CF->id ) { > $CF->LoadByNameAndQueue( Name => $CFName, Queue => '0' ); > } > if ($self->TransactionObj->Field ne $CF->id){ > return 0; > } > > $CFName = 'Indisponibilidade'; > $CF = RT::CustomField->new( $RT::SystemUser ); > $CF->LoadByNameAndQueue( Name => $CFName, Queue => $ticket->Queue ); > unless( $CF->id ) { > $CF->LoadByNameAndQueue( Name => $CFName, Queue => '0' ); > } > > unless( $CF->id ) { > $RT::Logger->error( "No field $CFName in queue ". $ticket->QueueObj->Name > ); > return undef; > } > my $Value = 'test'; > $ticket->AddCustomFieldValue( Field => $CF, Value => $Value ); > > return 1; > > > 2010/4/19 Kenneth Crocker > > Segio, >> >> It sounds like your stage is "TransactionCreate". Even if you set it to >> "TransactionBatch", you *ALSO* have to *TURN IT ON* in the >> "etc/RT_SiteConfig.pm" file. If you don't, it will either reverse the >> setting or just ignore the setting, I'm not sure which, but the main thing >> is that it won't work. Take a look at it. >> >> Kenn >> LBNL >> >> On Mon, Apr 19, 2010 at 9:54 AM, Sergio Charpinel Jr. < >> sergiocharpi...@gmail.com> wrote: >> >>> Sorry, It is getting executed, but the custom field is changing twice >>> too. >>> I need my scrip executing after the custom fields updates. Is this >>> possible? Or is there another way to do this? >>> >>> 2010/4/19 Raed El-Hames >>> >>> Sergio Charpinel Jr. wrote: > Thanks for your answers. > Actually, I wanna change a custom field based in a change of another > one. So, trying what Raed said, I wrote a Custom Condition to verify if it > is a custom condition change. > But I had the same problem.. When I update via Web interface, the > Custom Field is changed twice, in TransactionCreate, and in > Transactionbatch > the scrip is not executed. > > Do you know why the (Transactionbatch) scrip is not executed ?? is there any perl errors ? have you checked the logs Roy Any ideas? > > >>> >>> >>> -- >>> Sergio Roberto Charpinel Jr. >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> > > > -- > Sergio Roberto Charpinel Jr. > -- Sergio Roberto Charpinel Jr. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] easy rights maintenance q
On Tue, 2010-04-20 at 06:29 -0700, Ian Pellew wrote: > Its quite a formidable task maintaining rights for all the this un > that. > Is there a way that you admin guys maintain this via, say, Excel ? > Is there some SQL that can do this in the background. > New to RT, I find this difficult to maintain the whole picture of my > small play DBS let alone some large production model. Excel is not the tool for this. Really. No. Try to model your rights thinking about roles and groups. You should be able to go a very long way, by keeping rights simple -- apply as many of what you need to roles/queues/specific groups as you can. Best regards. -lem Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] easy rights maintenance q
Ian; Depends what "this un that means" You can easily give the Super User right to the "Everyone" group :¬) -- I am sure you don't want to do that Rights can be simple it all depends on what you are planning to do. -- and for the same reason its difficult for some one to have a generic rights formula that can be published for everyone to use. -- And I am not sure how excel can help Roy Ian Pellew wrote: Its quite a formidable task maintaining rights for all the this un that. Is there a way that you admin guys maintain this via, say, Excel ? Is there some SQL that can do this in the background. New to RT, I find this difficult to maintain the whole picture of my small play DBS let alone some large production model. Ian. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] easy rights maintenance q
Its quite a formidable task maintaining rights for all the this un that. Is there a way that you admin guys maintain this via, say, Excel ? Is there some SQL that can do this in the background. New to RT, I find this difficult to maintain the whole picture of my small play DBS let alone some large production model. Ian. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Wide character in crypt generates stack trace with password revealed
Dne 20.4.2010 13:51, Ruslan Zakirov napsal(a): > Hello Martin, > > 1) There is warning in the config regarding using stack traces and how > it can reveal secure information. Ok, must have missed/forget it. > 2) This particular problem has been solved in RT 3.8.8 RC2. Glad to hear it. Thank you, Martin -- Mgr. Martin Drasar dra...@ics.muni.cz Network Security Department http://ics.muni.cz/ CSIRT-MU http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0x944BC925 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] at_123 configure Makefile no good
Hi Ian The URI http://rt3.fsck.com//Ticket/Display.html?id=12521 > in > http://code.google.com/p/asset-tracker-4rt/source/browse/at-REST/INSTALL > points to a live RT login !! > I think you are implying a patch for 387 ? > There is a REST API Patch for 3.8.1, you can login there public with guest/guest > > > I am in FreeBSD 8 where both configure and the generated Makefile are a > long way from. > The 'make install' includes a dropdb, well - drop AT tables - that do not > exist, so fails > I create them manually OK, but do I need to populate them, maybe from a > config option in the AT menu ? > The at-setup-database action seems to be setting up RT from scratch - so > possibly AT is not going to be part of my RT, so I have got it all wrong? > Ok, never tried this under FreeBSD, but under RH/CENTOS/UBUNTU/DEBIAN it works smooth so far. Have you read the documentation and followed them??? > > I guess there might also be something to do in RT to get to the AT > pages/menus. > Yes, after install, restart apache and clean mason cache > > I have not played with the likes of configure before, I am more use to the > likes of HP/AIX installs, so lack the knowledge of how to tweek for multi > platform environments. Configure is prity heavy going, even for the keenest > Unixer. > normally it is straight forward. > . > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Wide character in crypt generates stack trace with password revealed
Hello Martin, 1) There is warning in the config regarding using stack traces and how it can reveal secure information. 2) This particular problem has been solved in RT 3.8.8 RC2. 2010/4/20 Martin Drasar : > Hi everyone, > when logging into RT having czech keyboard accidentaly set, wide > characters may be accidentally supplied to the password routine. (Czech > keyboard have letters with wedges in the same row as numbers). > This causes error shown in attached page, revealing password to > bystanders as well as needlessly showing RT path. > > I am providing a quick patch that catches the exception generated by > crypt and makes RT behave like ordinary bad password was provided. > > Martin > > -- > Mgr. Martin Drasar dra...@ics.muni.cz > Network Security Department http://ics.muni.cz/ > CSIRT-MU http://www.muni.cz/csirt > Institute of Computer Science, Masaryk University, Brno, Czech Republic > PGP Key ID: 0x944BC925 > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] TransactionBatch - AddCustomFieldValue
OK and thanks for your help. Here is the Scrip. I verify if the transaction is a change in a Custom Field called 'Fim do evento' and then, change the value of another Custom Field to a test value. The problem is that when I change the CustomField via WebInterface, it runs my scrip, change the values to 'teste', and then change again to what was set before. Custom Condition: if ( $self->TransactionObj->Type ne "CustomField"){ return 0; } return 1; Preparation 1; Cleanup my $ticket = $self->TicketObj; my $CFName = 'Fim do evento'; my $CF = RT::CustomField->new( $RT::SystemUser ); $CF->LoadByNameAndQueue( Name => $CFName, Queue => $ticket->Queue ); unless( $CF->id ) { $CF->LoadByNameAndQueue( Name => $CFName, Queue => '0' ); } if ($self->TransactionObj->Field ne $CF->id){ return 0; } $CFName = 'Indisponibilidade'; $CF = RT::CustomField->new( $RT::SystemUser ); $CF->LoadByNameAndQueue( Name => $CFName, Queue => $ticket->Queue ); unless( $CF->id ) { $CF->LoadByNameAndQueue( Name => $CFName, Queue => '0' ); } unless( $CF->id ) { $RT::Logger->error( "No field $CFName in queue ". $ticket->QueueObj->Name ); return undef; } my $Value = 'test'; $ticket->AddCustomFieldValue( Field => $CF, Value => $Value ); return 1; 2010/4/19 Kenneth Crocker > Segio, > > It sounds like your stage is "TransactionCreate". Even if you set it to > "TransactionBatch", you *ALSO* have to *TURN IT ON* in the > "etc/RT_SiteConfig.pm" file. If you don't, it will either reverse the > setting or just ignore the setting, I'm not sure which, but the main thing > is that it won't work. Take a look at it. > > Kenn > LBNL > > On Mon, Apr 19, 2010 at 9:54 AM, Sergio Charpinel Jr. < > sergiocharpi...@gmail.com> wrote: > >> Sorry, It is getting executed, but the custom field is changing twice too. >> I need my scrip executing after the custom fields updates. Is this >> possible? Or is there another way to do this? >> >> 2010/4/19 Raed El-Hames >> >> >>> Sergio Charpinel Jr. wrote: >>> Thanks for your answers. Actually, I wanna change a custom field based in a change of another one. So, trying what Raed said, I wrote a Custom Condition to verify if it is a custom condition change. But I had the same problem.. When I update via Web interface, the Custom Field is changed twice, in TransactionCreate, and in Transactionbatch the scrip is not executed. Do you know why the (Transactionbatch) scrip is not executed ?? is >>> there any perl errors ? have you checked the logs >>> >>> Roy >>> >>> >>> Any ideas? >>> >>> >> >> >> -- >> Sergio Roberto Charpinel Jr. >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- Sergio Roberto Charpinel Jr. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] custom field description in scrip
Guys, I would like to get description of Custom Field Value selected. I digged to RT code, but it seems too complicated for me. Please help somebody with CF object model or solution. smime.p7s Description: S/MIME cryptographic signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Installing: " make fixdeps" can't find Calendar::Simple
Hi Andrew I had the same issue. This is what I did Download the source from “http://search.cpan.org/CPAN/authors/id/D/DA/DAVECROSS/Calendar-Simple- 1.21.tar.gz“ Extract the tar file, change to the extracted dir # perl Makefile.PL # make # make test # make install Then make fixdeps restart your web server then try again Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Retrieve Watcher Group using Perl
Hi Fairly new to all of this and can't seem to find an answer to this question. I have set a ticket up with a group as Cc and AdminCc, using perl I am creating a new ticket using the original based on a schedule. I can access the email addresses using $ticket->AdminCcAddresses but would like to just set the AdminCc to be the Group name. Hope that makes sense : here's a code snippet. $ticketnew = new RT::Ticket($RT::SystemUser); $ticket_body = MIME::Entity->build(Data => $ticket->Transactions->Fir$ Type => 'text/plain'); %ticket_vals = ( Queue => 'Actions', Status => 'open', Subject => $ticket->Subject, MIMEObj => $ticket_body, Owner => $bywhomname, Requestor => '', Starts => $start_dt, Due => $end_dt, Requestor => $ticket->RequestorAddresses, AdminCc => $ticket->AdminCcAddresses, # This gives me the individual email addresses in the group but not the group name Cc => $ticket->CcAddresses, 'CustomField-11' => $ticket->FirstCustomFieldValue("BMSProces$ 'CustomField-9' => 'Action', 'CustomField-8' => $ticket->FirstCustomFieldValue("Comments"), 'CustomField-2' => $ticket->FirstCustomFieldValue("Department$ ); Thanks in advance for any help Gavin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Wide character in crypt generates stack trace with password revealed
Hi everyone, when logging into RT having czech keyboard accidentaly set, wide characters may be accidentally supplied to the password routine. (Czech keyboard have letters with wedges in the same row as numbers). This causes error shown in attached page, revealing password to bystanders as well as needlessly showing RT path. I am providing a quick patch that catches the exception generated by crypt and makes RT behave like ordinary bad password was provided. Martin -- Mgr. Martin Drasar dra...@ics.muni.cz Network Security Department http://ics.muni.cz/ CSIRT-MU http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0x944BC925 System error error: Wide character in crypt at /home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm line 1037. context: ... 1033: return(1); 1034: } 1035: 1036: # if it's a historical password we say ok. 1037: if ($self->__Value('Password') eq crypt($value, $self->__Value('Password')) 1038: or $self->_GeneratePasswordBase64($value) eq $self->__Value('Password')) 1039: { 1040: # ...but upgrade the legacy password inplace. 1041: $self->SUPER::SetPassword( $self->_GeneratePassword($value) ); ... code stack: /home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm:1037 /home/RT/RT-3.8.7/bin/../lib/RT/Interface/Web.pm:423 /home/RT/RT-3.8.7/bin/../lib/RT/Interface/Web.pm:208 /home/RT/RT-3.8.7/share/html/autohandler:53 raw error Wide character in crypt at /home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm line 1037. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Wide character in crypt at /home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm line 1037.^J') called at /home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm line 1037 RT::User::IsPassword('RT::CurrentUser=HASH(0x104466a0)', 'ÄÅ¡ÄÅžM-}M-aM-m') called at /home/RT/RT-3.8.7/bin/../lib/RT/Interface/Web.pm line 423 RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x1157dc98)') called at /home/RT/RT-3.8.7/bin/../lib/RT/Interface/Web.pm line 208 RT::Interface::Web::HandleRequest('HASH(0x1157dc98)') called at /home/RT/RT-3.8.7/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('pass', 'M-DM-^[M-EM-!M-DM-^MM-EM-^YM-EM->M-CM-=M-CM-!M-CM--', 'user', 'drasar') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x105a11f8)', 'pass', 'M-DM-^[M-EM-!M-DM-^MM-EM-^YM-EM->M-CM-=M-CM-!M-CM--', 'user', 'drasar') called at /usr/share/perl5/HTML/Mason/Request.pm line 1273 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'M-DM-^[M-EM-!M-DM-^MM-EM-^YM-EM->M-CM-=M-CM-!M-CM--', 'user', 'drasar') called at /usr/share/perl5/HTML/Mason/Request.pm line 467 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 467 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x113f97b8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x113f97b8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 831 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x104462f0)', 'Apache2::RequestRec=SCALAR(0x113c1290)') called at /home/RT/RT-3.8.7/bin/webmux.pl line 166 eval {...} at /home/RT/RT-3.8.7/bin/webmux.pl line 166 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x113c1290)') called at -e line 0 eval {...} at -e line 0 --- User_Overlay.pm.bak 2010-04-20 11:45:52.0 +0200 +++ User_Overlay.pm 2010-04-20 11:54:19.0 +0200 @@ -1034,12 +1034,19 @@ } # if it's a historical password we say ok. -if ($self->__Value('Password') eq crypt($value, $self->__Value('Password')) -or $self->_GeneratePasswordBase64($value) eq $self->__Value('Password')) +eval { -# ...but upgrade the legacy password inplace. -$self->SUPER::SetPassword( $self->_GeneratePassword($value) ); -return(1); + if ($self->__Value('Password') eq crypt($value, $self->__Value('Password')) + or $self->_GeneratePasswordBase64($value) eq $self->__Value('Password')) + { + # ...but upgrade the legacy password inplace. + $self->SUPER::SetPassword( $self->_GeneratePassword($value) ); + return(1); + } +}; +if ($@) {
[rt-users] Realname always updated when accent in name
Hello, the RealName field is updated by each login only for users they name have an accent in the LDAP. This makes the Users History very long and the Transaction table become very big. in Transactions table : Field : RealName OldValue : Frédéric Lenoir NewValue : Frédéric Lenoir How can I correct this ? Thanks. Horst RT 3.6.6 PS Sorry for my bad English, I hope you will understand what I mean. ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM how to get new artical
New install of RT_387 + RTFM_242 The 'Create an artical in class...' does not give a screen that one can add an artical. What have I missed? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] at_123 configure Makefile no good
The URI http://rt3.fsck.com//Ticket/Display.html?id=12521 in http://code.google.com/p/asset-tracker-4rt/source/browse/at-REST/INSTALL points to a live RT login !! I think you are implying a patch for 387 ? I am in FreeBSD 8 where both configure and the generated Makefile are a long way from. The 'make install' includes a dropdb, well - drop AT tables - that do not exist, so fails I create them manually OK, but do I need to populate them, maybe from a config option in the AT menu ? The at-setup-database action seems to be setting up RT from scratch - so possibly AT is not going to be part of my RT, so I have got it all wrong? I guess there might also be something to do in RT to get to the AT pages/menus. I have not played with the likes of configure before, I am more use to the likes of HP/AIX installs, so lack the knowledge of how to tweek for multi platform environments. Configure is prity heavy going, even for the keenest Unixer. . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help with identifying which files to edit in RT 3.8.7 for Dashboard subsriber emails
Hi I have 3.8.7 RT, I use the Dashboard mechanism to send out reports to subscribers on a daily basis, the majority of the subscribers use handheld devices (HTC). I would like to be able to change the scripts so that the mail they receive does not have a blue background or even better is plain text rather than html. Does anyone have any ideas as to how I can achieve this TIA Best regards Simon Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] at_123 configure Makefile no good
Aehh?!? There is under Tags: http://code.google.com/p/asset-tracker-4rt/source/browse/#svn/at/tags/1.2.4b1 Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Ian Pellew Gesendet: Dienstag, 20. April 2010 08:59 An: Torsten Brumm Cc: RT List Betreff: Re: [rt-users] at_123 configure Makefile no good I was expecting a version like 1.2.4.b1 to download ! . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Execute my perl from command line
What is the prefered way to execute my RT perl script(s) from the command line ? If I do something like:- perl -I../lib -e 'use RT; RT::LoadConfig(); print RT::DatabaseType;' It, probably correctly, fails with permission problems:- RT couldn't load RT config file /usr/local/Rt/rt-3.8.7/etc/RT_Config.pm as: user: someuser group: staff The file is owned by user root and group www. Same using sudo. Ian Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Spreadsheet Custom Fields not Aligned.
On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote: > We just upgraded our RT system to 3.8.7 from 3.8.4. Now when we export a > spreadsheet none of the custom fields are aligned with the proper field. > Which is confusing to say the least. I was wondering if there something > simple that we may have missed? Has anyone seen this before? > > I vaguely remember something on the list about this recently in the list, > but searching for it has proved to be futile. I ran into that very same problem yesterday, but luckily I did manage to find a post that explains a workaround: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg24057.html Essentially you need to edit /opt/rt3/share/html/Search/Results.tsv line 110. Change it from foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$a} } keys %cf_name_to_pos ) { .. to .. foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$b} } keys %cf_name_to_pos ) { Works for us. -- Jesper Henriksen Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com