Re: [rt-users] confusing 'Use of uninitialized value' error / reply and comment not working
On Aug 24, 2006, at 23:51, Jesse Vincent wrote: We're seeing this all over the place. with redhat based systems. OK, good to know it's not just me. Just to eliminate one thing we've changed in the past couple weeks, could you install: http://search.cpan.org/~jesse/Cache-Simple-TimedExpiry-0.23/ (that version explicitly) and try again? Sorry, no benefit. I installed 0.23, cleared the mason object cache for good measure, restarted apache, and I still see the same result. Thanks for the lightning-fast response and let me know if there's anything else I can do to troubleshoot. -Bill - Bill McGonigle, Owner Work: 603.448.4440 BFC Computing, LLC Home: 603.448.1668 [EMAIL PROTECTED] Cell: 603.252.2606 http://www.bfccomputing.com/Page: 603.442.1833 Blog: http://blog.bfccomputing.com/ VCard: http://bfccomputing.com/vcard/bill.vcf ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] confusing 'Use of uninitialized value' error / reply and comment not working
On Fri, Aug 25, 2006 at 01:59:24AM -0400, Bill McGonigle wrote: On Aug 24, 2006, at 23:51, Jesse Vincent wrote: We're seeing this all over the place. with redhat based systems. OK, good to know it's not just me. Just to eliminate one thing we've changed in the past couple weeks, could you install: http://search.cpan.org/~jesse/Cache-Simple-TimedExpiry-0.23/ (that version explicitly) and try again? Sorry, no benefit. I installed 0.23, cleared the mason object cache for good measure, restarted apache, and I still see the same result. Thanks for the lightning-fast response and let me know if there's anything else I can do to troubleshoot. Ok. That means it's less likely to be my fault ;) Can you try using /opt/rt3/bin/standalone_httpd? That will let us tell if it's apache/mod_perl or perl itself. Jesse -Bill - Bill McGonigle, Owner Work: 603.448.4440 BFC Computing, LLC Home: 603.448.1668 [EMAIL PROTECTED] Cell: 603.252.2606 http://www.bfccomputing.com/Page: 603.442.1833 Blog: http://blog.bfccomputing.com/ VCard: http://bfccomputing.com/vcard/bill.vcf -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] [fwd] Bug#383700: Bug #384047: mysql-server-5.0: Transactions not supported by database error when used with perl DBI/DBD (from: [EMAIL PROTECTED])
- Forwarded message from Niko Tyni [EMAIL PROTECTED] -
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Subject: Bug#383700: Bug #384047: mysql-server-5.0: Transactions not
supported by database error when used with perl DBI/DBD
Reply-To: Niko Tyni [EMAIL PROTECTED], [EMAIL PROTECTED]
Date: Fri, 25 Aug 2006 11:33:02 +0300
From: Niko Tyni [EMAIL PROTECTED]
To: [EMAIL PROTECTED]
CC: [EMAIL PROTECTED], [EMAIL PROTECTED]
On Thu, Aug 24, 2006 at 02:02:43AM +0200, Christian Hammers wrote:
Some users of the Debian packages I create recently reported that after the
upgrade from MySQL 5.0.22 to 5.0.24 Perl scripts that try to explicitly set
$dbh-{AutoCommit} = 0;
die with the error message:
Transactions not supported by database
Hi,
this bug (#384047) is also at least #384221 (libdbd-mysql-perl) and
#383700 (request-tracker3.4).
I believe the problem is an incompatible ABI change in
libmysqlclient.15.so with version 5.0.24.
This addition in struct st_mysql_options:
--- mysql-dfsg-5.0-5.0.22/include/mysql.h 2006-05-25 11:56:42.0
+0300
+++ mysql-dfsg-5.0-5.0.24/include/mysql.h 2006-07-27 21:52:03.0
+0300
@@ -164,6 +164,7 @@
char *ssl_ca;/* PEM CA file */
char *ssl_capath;/* PEM directory of CA-s? */
char *ssl_cipher;/* cipher to use */
+ my_bool ssl_verify_server_cert; /* if to verify server cert */
char *shared_memory_base_name;
unsigned long max_allowed_packet;
my_bool use_ssl; /* if to use SSL or not */
causes the size of st_mysql_options to grow. This also affects the MYSQL
struct, since it contains st_mysql_options.
Now, libdbd-mysql-perl has this in dbdimp.h:
struct imp_dbh_st {
dbih_dbc_t com; /* MUST be first element in structure */
MYSQL mysql;
int has_transactions; /* boolean indicating support for
* transactions, currently always
* TRUE for MySQL and always FALSE
* for mSQL.
*/
[...]
so the grown MYSQL struct overlaps with has_transactions.
This hits libdbd-mysql-perl 3.006-1, which is currently compiled
against libmysqlclient15off-dev 5.0.22-x (with x depending on
the architecture). When run with libmysqlclient15off 5.0.24-1,
has_transactions gets reset to 0 and the result is 'Transactions not
supported by database'. Recompiling libdbd-mysql-perl helps, as the API
has not changed in an incompatible way.
In my understanding, the right fix is to bump the soname or to revert
the struct st_mysql_options change.
Cheers,
--
Niko Tyni [EMAIL PROTECTED]
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[rt-users] Can't call method Content - error
Hello,
Im trying to upgrade from RT 3.4.5 to RT 3.6.1 and
after installation of new RT and importing database from old version
Im getting error message like below when Im
logging into application
System
error
error:
Can't call method Content on an undefined
value at /opt/rt3_6_1/share/html/Elements/MyRT line 75.
context:
...
71:
72:
unless (exists $session{'my_rt_portlets'}) {
73:
my ($d_portlets) =
RT::System-new($session{'CurrentUser'})-Attributes-Named('HomepageSettings');
74:
my $user = $session{'CurrentUser'}-UserObj;
75:
$session{'my_rt_portlets'}
= $user-Preferences('HomepageSettings', $d_portlets-Content);
76:
}
77:
78:
my $portlets = $session{'my_rt_portlets'};
79:
...
code stack:
/opt/rt3_6_1/share/html/Elements/MyRT:75
/opt/rt3_6_1/share/html/index.html:79
/opt/rt3_6_1/share/html/autohandler:279
raw error
I tried to do upgrade actions on database using upgrade
files of version 3.5.1 but actually it seems that there is nothing to do in
MySQL between
3.4.5 and 3.6.1 am I wrong?
Could anybody tell me what to do to fix the problem? Any
ideas?
Cheers
Jacek Rudowski
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[rt-users] RT soap server help
Roy El-Hames wrote: I asked twice before, maybe third time lucky .. Has anyone got a working soap service for RT, a working wsdl in particular, that a .net client can talk to it .. I am on rt-3.6.1 and badly struggling to get a soap service working. Many thanks Roy ---BeginMessage--- I asked twice before, maybe third time lucky .. Has anyone got a working soap service for RT, a working wsdl in particular, that a .net client can talk to it .. I am on rt-3.6.1 and badly struggling to get a soap service working. Many thanks Roy ---End Message--- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT soap server help
I asked twice before, maybe third time lucky .. Has anyone got a working soap service for RT, a working wsdl in particular, that a .net client can talk to it .. I am on rt-3.6.1 and badly struggling to get a soap service working. Many thanks Roy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] undoing a ticket merge or splitting a ticket
I accidentally merged one ticket with the wrong numbered other ticket (easy to do as I'm just keying a number into a freetext field on the links page - I imagine in a busy helpdesk this could happen quite often). Is there a simple way to undo this? After googling this, searching through the wiki and the rt-users archives I see lots of requests for a feature to 'split' tickets. eg. a ticket containing more than one request needing to be split in two. Whilst that would be nice, I think what I'm looking for is much simpler - the ability to undo a merge. I am running rt 3.4.2 on Ubuntu Breezy. Apache 2.0.54 mysql 4.1.12. Cheers, Brett Sheffield ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] undoing a ticket merge or splitting a ticket
Brett Sheffield wrote: I accidentally merged one ticket with the wrong numbered other ticket (easy to do as I'm just keying a number into a freetext field on the links page - I imagine in a busy helpdesk this could happen quite often). Is there a simple way to undo this? After googling this, searching through the wiki and the rt-users archives I see lots of requests for a feature to 'split' tickets. eg. a ticket containing more than one request needing to be split in two. Whilst that would be nice, I think what I'm looking for is much simpler - the ability to undo a merge. For example [rt3] select id,EffectiveId from Tickets where id =6999; +--+-+ | id | EffectiveId | +--+-+ | 6999 |6842 | so, ticket #6999 merged into ticket #6842 for un-merge [rt3] update Tickets set EffectiveId=6999 where id=6999; -- Dmitriy Yermakov ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] how to display latest modified tickets
Prasad Deshpande wrote: Hi , I am running RT 3.2.3 on Red Hat 9. I am facing below mentioned problem. In my helpdesk environment, there are owners which are working on multiple tickets. They communicate with the requestors through RT web interface. So to check the requestor's feedback, owner has to glance through all the tickets one by one allotted to him and see if somebody has replied back. If the no. of tickets are more then it becomes task in itself. So is there any way out so that owner will be informed on the last updated ticket from the main screen itself. If anybody has any suggestion or solution for above mentioned problem, please let me know the same. If me is right understading problem ;) try customising on html/Elements/MyTickets about 60 line number [A HREF=% $RT::WebPath %/Ticket/Update.html?id=%$Ticket-Id%|/lUpdate//A] +/SMALL STYLE=FONT-WEIGHT: BOLD;%$Ticket-LastUpdatedByObj-Name || '-'%/SMALL +/SMALL%$Ticket-LastUpdatedObj-AgeAsString || '-'%/SMALL +/TD And your will see who last updated ticket/how time ago on 10 highest priority tickets I own... screen Add who last updated ticket on Search result screen html/Search/Elements/TicketRow @@ -45,7 +45,7 @@ TDsmall%$Ticket-Requestors-MemberEmailAddressesAsString%/small/TD TDSMALL%$Ticket-CreatedObj-AgeAsString || '-'%/SMALL/TD TDSMALL%$Ticket-ToldObj-AgeAsString || '-'%/SMALL/TD -TDSMALL%$Ticket-LastUpdatedObj-AgeAsString || '-'%/SMALL/TD +TDSMALL%$Ticket-LastUpdatedObj-AgeAsString || '-'%/SMALL/SMALL STYLE=FONT-WEIGHT: BOLD;%$Ticket-LastUpdatedBy Obj-Name || '-'%/SMALL/TD TDSMALL%$Ticket-TimeLeft%/SMALL/TD /TR -- Dmitriy Yermakov ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6 performance problems
On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote: Send this to the list: SELECT * FROM ACL WHERE RightName = 'OwnTicket'; Attached -- Regards Theo +-+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +-+---+-+---++--+-+---+ | 34 | Group | 66700 | OwnTicket | RT::Queue |3 | 0 | 0 | | 211 | Group | 66700 | OwnTicket | RT::Queue |7 | 0 | 0 | | 53 | Group | 66705 | OwnTicket | RT::Queue |7 | 0 | 0 | | 207 | Group | 66706 | OwnTicket | RT::Queue |7 | 0 | 0 | | 59 | Group | 66701 | OwnTicket | RT::Queue |8 | 0 | 0 | | 75 | Group | 66702 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 84 | Group | 66704 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 218 | Group | 46741 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 95 | Group | 66706 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 110 | Group | 66707 | OwnTicket | RT::Queue | 12 | 0 | 0 | | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 137 | Group | 56299 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 147 | Group | 56299 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 2 | Group | 11 | OwnTicket | RT::System |1 | 0 | 0 | +-+---+-+---++--+-+---+ 14 rows in set (0.03 sec) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6 performance problems
Hi Theo,i have the same problem, coming from 2.0, migrated to 3.4 and now to 3.6.1 and the Owner Dropdowns showing too many people listed.Torsten2006/8/25, Theo Kramer [EMAIL PROTECTED]:On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote: Send this to the list: SELECT * FROM ACL WHERE RightName = 'OwnTicket';Attached--RegardsTheo___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-usersCommunity help: http://wiki.bestpractical.comCommercial support: [EMAIL PROTECTED]Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy a copy at http://rtbook.bestpractical.com -- MFGTorsten Brummhttp://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] undoing a ticket merge or splitting a ticket
Dmitriy Yermakov пишет: For example [rt3] select id,EffectiveId from Tickets where id =6999; +--+-+ | id | EffectiveId | +--+-+ | 6999 |6842 | so, ticket #6999 merged into ticket #6842 for un-merge [rt3] update Tickets set EffectiveId=6999 where id=6999; Thanks - that does the trick. I gather from your answer that there is no way of doing this in the interface? I had assumed I had missed something in the manual. As this is a fairly easy mistake to make and it is not desirable to give ordinary users access to the database, would it be useful for this feature to be added to the interface? I note that all other forms of linking tickets can be undone by checking box to delete in the links page. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] undoing a ticket merge or splitting a ticket
I have tried in the past, to add this functionality, and its easy enough to create an interface and split the tickets back,however the only problem I came across is identifying the original requesters/watchers for each ticket, to do this cleanly the merge function need to be modified so it store the original People list for each ticket. Roy Brett Sheffield wrote: Dmitriy Yermakov пишет: For example [rt3] select id,EffectiveId from Tickets where id =6999; +--+-+ | id | EffectiveId | +--+-+ | 6999 |6842 | so, ticket #6999 merged into ticket #6842 for un-merge [rt3] update Tickets set EffectiveId=6999 where id=6999; Thanks - that does the trick. I gather from your answer that there is no way of doing this in the interface? I had assumed I had missed something in the manual. As this is a fairly easy mistake to make and it is not desirable to give ordinary users access to the database, would it be useful for this feature to be added to the interface? I note that all other forms of linking tickets can be undone by checking box to delete in the links page. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Block New Tickets from Email
Greetings! RT 3.0.7_01 Is there a way to have new ticket creation blocked via email, but allowed via command line utilities? I ask because we'd like to set up a system where a CGI script is allowed to create new tickets in RT and emails to the various queues are not -- but once the ticket is created, emails to/from the queues would be allowed to be worked on that ticket. The idea is, of course, to reduce spam tickets by forcing users to utilize a web interface to create the initial ticket. Once done, then we can have a civilized conversation via email. Thoughts? Ideas? Many advance thanks, Nathan -- - Nathan E. Pralle www.nathanpralle.com - ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6 performance problems
On Fri, 2006-08-25 at 13:56 +0200, Theo Kramer wrote: On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote: Send this to the list: SELECT * FROM ACL WHERE RightName = 'OwnTicket'; Attached So again I went through my system with a toothpick and removed all instances of groups and queues have OwnTicket. Now there is not one entry visible where OwnTicket is set that I can see via the http interface. However, the result of the above query still shows entries and the problem remains. Every new ticket from a different destination increments the user count with OwnTicket... -- Regards Theo +-+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +-+---+-+---++--+-+---+ | 218 | Group | 46741 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 137 | Group | 56299 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 147 | Group | 56299 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 2 | Group | 11 | OwnTicket | RT::System |1 | 0 | 0 | +-+---+-+---++--+-+---+ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Block New Tickets from Email
At Friday 8/25/2006 10:48 AM, Nathan E. Pralle wrote: Is there a way to have new ticket creation blocked via email, but allowed via command line utilities? I ask because we'd like to set up a system where a CGI script is allowed to create new tickets in RT and emails to the various queues are not -- but once the ticket is created, emails to/from the queues would be allowed to be worked on that ticket. There's probably a better way, but here's what my old Math teacher used to call a 'blunt instrument' approach: Look in in lib/Interface/Email.pm at the Gateway method. There's a section in here that creates the ticket - you could remove that code, leaving in place the code that updates existing tickets. Perhaps you could use a custom config variable to turn this feature on or off via the config file? Apart from the code issue though, I'd worry about the inconvenience to users caused by totally removing the ability to send mail to the system. Good luck, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] FirstCustomFieldValue
{$Ticket-FirstCustomFieldValue('My Custom Field Name')}
yeilds nothing...
I am trying to return the value of a specific custom field in an email ... or
set the priority based on the value of the custom field...
Am I referencing the fiel incorrectly??
Do I need a patch??
We are running RT 3.0.8 rc1
Please help.
Thanks in advance, Terri
Here is some code that I have tried:
In a scrip:
On Correspond
User Defined
Prep Code: Return 1;
Cleanup Code:
if $Ticket-FirstCustomFieldValue('Severity') eq Urgent) {
$self-TicketObj-SetPriority( 100 );
return 1;
{$Ticket-FirstCustomFieldValue('Severity')}
Template: Blank
In a template, that is emailed on Correspond, I simply have:
{$Ticket-FirstCustomFieldValue('Severity')}
This send a blank email... no error.
Terri Bendl
Network Administrator
E-ZPass Help Desk
Ext 4316
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Re: [rt-users] Block New Tickets from Email
Is there a way to have new ticket creation blocked via email, but allowed via command line utilities? Look in in lib/Interface/Email.pm at the Gateway method. There's a section in here that creates the ticket - you could remove that code, leaving in place the code that updates existing tickets. Interesting idea, Steve. It looks fairly straightforward; now I just have to come up with some goods scripts to do ticket creation from a CGI script. Apart from the code issue though, I'd worry about the inconvenience to users caused by totally removing the ability to send mail to the system. True, but at this point the staff is so overwhelmed with spam that it's worth attempting to rectify it through this method, simply to provide better service. We do spam filtering but the false positive rate is too high to make it practical for anything but the most obvious of spams. I'd probably rewrite Email.pm such that when a ticket would be created it'll simply mail the user back and state that we don't accept new support tickets via email -- please visit www.ourcompany.com/support.html to open a new ticket. I think that should be a reasonable compromise. Nathan -- - Nathan E. Pralle www.nathanpralle.com - ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't call method Content - error
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 I had that same issue with my 3.4.5 to 3.6.1 upgrade. You need to run each of those upgrade actions on the database. If I recall, there was an error when I ran the schema and acl upgrade. But when I ran the insert, that worked and the RT error went away. /opt/rt3/sbin/rt-setup-database --action schema --datadir etc/upgrade/version /opt/rt3/sbin/rt-setup-database --action acl --datadir etc/upgrade/version /opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/version ./gsf Gregory Floro Director of Digital Solutions Graphic Systems Group, LLC 33 East 17th Street, New York, NY 10003 [ voice: 646-230-1950 | fax: 212-228-8500 | cell: 917-577-9891 ] New York's largest Production Agency! Key Fingerprint 238F 53C3 C837 B5BF 4FA2 C492 234C A3BC B2BC 205F Reclaim Your Inbox! http://www.mozilla.org/products/thunderbird/ This electronic transmission contains confidential information intended only for the person(s) named. Any use, distribution, copying, or disclosure by any other person is strictly prohibited. If you received this transmission in error, please notify the sender by return e-mail and delete all copies of this message. -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.1 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFE7y+5I0yjvLK8IF8RAqY4AJ95ipbUSx/+iG2MccGZgtkOy0e1QQCfftUq DNNfeJ1pprNgaT0OGnXGiEs= =oE/w -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Moving comments from one ticket to another.
We've been having problems where people have been adding comments to the incorrect ticket number. I'd like to have a way for a comment to be moved from one ticket to another. Has anybody ever done anything like this? Thanks, -Dan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Tickets being LOST
I am getting a symptom on RT 3.6.1 where the RT box Auto Replies, ( with a Ticket number ) but when you go to the Queue, it is not there. If you search it by Ticket number, it says error ticket not recorded. This is now in Production after what I thought was INTENSE lab testing. Any ideas? This is an EMERGENCY type situation, so any input is greatly appreciated. Bob Farrell ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Tickets being LOST
Last observation: It is NOT on every ticket or particular Queue. It happens randomly. BF From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Farrell,Bob Sent: Friday, August 25, 2006 7:25 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Tickets being LOST I am getting a symptom on RT 3.6.1 where the RT box Auto Replies, ( with a Ticket number ) but when you go to the Queue, it is not there. If you search it by Ticket number, it says error ticket not recorded. This is now in Production after what I thought was INTENSE lab testing. Any ideas? This is an EMERGENCY type situation, so any input is greatly appreciated. Bob Farrell ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Tickets being LOST
I have the log settings you have below, and nothing is logged. What's up with that ? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Farrell,Bob Sent: Friday, August 25, 2006 11:14 PM To: Ole Craig Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Tickets being LOST Will do. Also, I thought you could add correspondence via RT when resolving a ticket. It just gives the canned template. I can only converse via email with reply in RT from the interface. Was it always that way ? -Original Message- From: Ole Craig [mailto:[EMAIL PROTECTED] Sent: Friday, August 25, 2006 10:36 PM To: Farrell,Bob Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Tickets being LOST Bob - Suggest you start logging at a finer level, e.g.: Set($LogToSyslog, 'debug'); Set($LogToScreen, 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/var/log'); Set($LogToFileNamed , rt.log); On Fri, 2006-08-25 at 22:27 -0400, Farrell,Bob wrote: I left the defaults of log to rt log in RT_Siteconfig. I can find nothing logged. Also, It appeared I could not reopen a resolved ticket via an email response, but it does, it just takes like 30 minutes. Not sure what I did wrong. -Original Message- From: Ole Craig [mailto:[EMAIL PROTECTED] Sent: Friday, August 25, 2006 8:20 PM To: Farrell,Bob Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Tickets being LOST Bob - Do you have logging setup? (RT_SiteConfig.pm, what are the values for $LogToSyslog $LogDir $LogToFileNamed What do you see in the logs when this happens? On Fri, 2006-08-25 at 20:14 -0400, Farrell,Bob wrote: Last observation: It is NOT on every ticket or particular Queue. It happens randomly. BF __ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Farrell,Bob Sent: Friday, August 25, 2006 7:25 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Tickets being LOST I am getting a symptom on RT 3.6.1 where the RT box Auto Replies, ( with a Ticket number ) but when you go to the Queue, it is not there. If you search it by Ticket number, it says error ticket not recorded. This is now in Production after what I thought was INTENSE lab testing. Any ideas? This is an EMERGENCY type situation, so any input is greatly appreciated. Bob Farrell ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- /Ole Craig Security Engineer Team lead, customer support 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.com . . . ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
