[rt-users] scrips #3 and #6 no longer seem to be working
I'm no longer getting my auto reply emails attempted when I create tickets, and email to requestors is no longer attempted (nor am I told that email will be sent to the requestors). What sorts of things could cause this problem? My NotifyActor setting is set as "1". I know that I haven't provided a whole lot to go by, but since this was working just fine in the past, I'm hoping you could give me a very general response just so that I can make sure I'm covering all of my bases here.THanks in advance! ---Joe AutyUITS MessagingIndiana University[EMAIL PROTECTED] PGP.sig Description: This is a digitally signed message part ___ 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] Queue Rights
Hi All, Can any body tell me wht rights should be granted/should nt be granted to the privilaged(queue -to- queue) user so that they can not view those tickets, which actually they are not responsible to resolve? for e.g :- there are 3 queuse. IT, Finance, HR A end-user to whom all the queues are visible files a ticket in IT, a notification mail goes to IT issue resolving team but this ticket should not be visible to Finance or HR team. Thanks Tanu ___ 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] Empty ticket content - RT 3.4.2
Hi, Sometimes we encounter tickets with empty content, e.g. no history displayed by RT/Apache. But, looking into the database it seems like everything is stored of replies, updates, etc... Any tip or hint what we should look into to find out why RT won't display those tickets? I cannot see anything useful in the rt.log file. We still run rt 3.4.2 in production. regards, Tomas -- Tomas A. P. Olaj, email: [EMAIL PROTECTED], web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group ___ 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] setting starting ticket number - the answer
I thought this newbie would post something useful. I dug around the archives and found that a couple people on this list had asked this question before with no answer forthcoming. From the commandline, get into mysql: % mysql -u username rt3 mysqlalter table tickets auto_increment=1000; That's all there is to it folks. It won't affect the tickets currently in the database, but every ticket generated thereafter will start at 1000 and auto increment upwards. Hope this helps, Jud. ___ 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] scrips #3 and #6 no longer seem to be working
At Wednesday 9/27/2006 07:18 PM, Joe Auty wrote: I'm no longer getting my auto reply emails attempted when I create tickets, and email to requestors is no longer attempted (nor am I told that email will be sent to the requestors). What sorts of things could cause this problem? My NotifyActor setting is set as 1. I know that I haven't provided a whole lot to go by, but since this was working just fine in the past, I'm hoping you could give me a very general response just so that I can make sure I'm covering all of my bases here. THanks in advance! Could be a syntax error in a template (or a scrip) - if that's the problem, you'll see the error messages in the the RT log. 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
Re: [rt-users] database on separate system
Hi Tim I noticed that option after I wrote the email. I tried it and it indeed created the database but it fails further down the line when it tries to grant access. It's probably more an issue of mysql than RT. Please take a look at the log below and see if you can help solve the problem. # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on rtdb.quicklook.local as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'rtdb.quicklook.local' IDENTIFIED BY 'rt_pass'; Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 346. make: *** [initialize-database] Error 255 TIA Paolo Tim Wilson wrote: On Tue, Sep 26, 2006 at 6:26 PM, in message [EMAIL PROTECTED], Paolo Supino [EMAIL PROTECTED] wrote: I have a mysql database server already running on my lan and I want to use it for my RT system too. From whay I saw thus far the installation process assumes the database is local and I didn't see any documentation on setting up the RT database on a remote installation of mysql. I just installed RT 3.6.1 from source with the DB running on a separate server. As long as you specify the remote server properly when you do the ./configure it will work just fine. Do $ ./configure --help to get a list of all the available options. I installed on Ubuntu 6.06, but I followed the directions at http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide which worked quite well with only minor modifications. -Tim ___ 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] REST interface reference
Is there a simple REST interface reference out there? I searched the wiki but got 78 results searching for just REST and zero searching for REST with any other word (the wiki search function is pretty terrible in my experience, or I just don't know how to use it). At any rate, what we want to do is display all tickets for a given username on our helpdesk portal page. The portal is Oracle portal, and we have written a custom portlet, but need a way to query RT for all tickets owned by a user, I assume that is a simple use of the REST interface but can't find any information on how to interact with it. What are the form names you can pass information too? what variables do they accept? what is required and what is optional? We were using RSS feeds to do this, but for some reason those have ceased working in 3.6.1 for us. And using the REST interface seems the better way to go about this anyway. ~ Shawn Plummer Systems Manager CIT SUNY Geneseo The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh. -Lord Byron ___ 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] Re: Error when change value in custom field
RT package has no any *_Vendor.pm files. See http://wiki.bestpractical.com/?CleanlyCustomizeRT. On 9/28/06, pascal gouin [EMAIL PROTECTED] wrote: Ruslan Zakirov ruslan.zakirov at gmail.com writes: problem is in lib/RT/Transaction_Vendor.pm which is not part of RT distribution. On 9/27/06, pascal gouin pascal.gouin at groupeseda.com wrote: Hello, can u explain because Transaction_Vendor.pm ispresent in lib.. thankx Pascal GOUIN ___ 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 -- Best regards, Ruslan. ___ 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] Ticket URL wrong after take
Hi, I have a strange error: I'm creating a new ticket via Mailinterface: /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://saxophon.intern.ebewe.at/rt [EMAIL PROTECTED] before taking the request, the URL of the ticket is: http://saxophon.intern.ebewe.at/rt/Ticket/Display.html?id=9 after taking by a user: http://saxophon.intern.ebewe.at/Ticket/Display.html?id=6 eg: /rt/ is missing ! What am i doing wrong ? Wolfgang my RT_Siteconfig.pm saxophon01:/opt/rt3/etc # cat RT_SiteConfig.pm # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set($rtname, 'IT-HELPDESK'); Set($Organization , ebewe.com); Set($RTAddressRegexp , '[EMAIL PROTECTED]'); Set($Timezone, 'Europe/Vienna'); Set($WebPath , /rt); Set($OldestTransactionsFirst, 0); 1; -- Wolfgang Fuertbauer (e-Mail: [EMAIL PROTECTED]) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.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] database on separate system
You must connect as dba, see --with-db-dba option of the configure script. I see you're using root and this user has rights to create databases. In the error below mysql says that user 'root' who is connecting from 'rt.idssite.com' has no access to database 'rt3' which means that rt3 DB is there but root has no rights to access it even he's created it few seconds ago. On 9/28/06, Paolo Supino [EMAIL PROTECTED] wrote: Hi Tim I noticed that option after I wrote the email. I tried it and it indeed created the database but it fails further down the line when it tries to grant access. It's probably more an issue of mysql than RT. Please take a look at the log below and see if you can help solve the problem. # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on rtdb.quicklook.local as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'rtdb.quicklook.local' IDENTIFIED BY 'rt_pass'; Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 346. make: *** [initialize-database] Error 255 TIA Paolo Tim Wilson wrote: On Tue, Sep 26, 2006 at 6:26 PM, in message [EMAIL PROTECTED], Paolo Supino [EMAIL PROTECTED] wrote: I have a mysql database server already running on my lan and I want to use it for my RT system too. From whay I saw thus far the installation process assumes the database is local and I didn't see any documentation on setting up the RT database on a remote installation of mysql. I just installed RT 3.6.1 from source with the DB running on a separate server. As long as you specify the remote server properly when you do the ./configure it will work just fine. Do $ ./configure --help to get a list of all the available options. I installed on Ubuntu 6.06, but I followed the directions at http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide which worked quite well with only minor modifications. -Tim ___ 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 -- Best regards, Ruslan. ___ 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] REST interface reference
Use 'rt' command-line tool. It will give you a good idea of what fields there are and their default values, etc. To really get a good understanding, use ethereal to look at HTTP traffic. If you want to do this from a Perl program, I wrote RT::Client::REST a while back. It should be able to do what you need. You can find it on CPAN, give it a try. - Dmitri. On Thu, 2006-09-28 at 10:25 -0400, Shawn Plummer wrote: Is there a simple REST interface reference out there? I searched the wiki but got 78 results searching for just REST and zero searching for REST with any other word (the wiki search function is pretty terrible in my experience, or I just don't know how to use it). At any rate, what we want to do is display all tickets for a given username on our helpdesk portal page. The portal is Oracle portal, and we have written a custom portlet, but need a way to query RT for all tickets owned by a user, I assume that is a simple use of the REST interface but can't find any information on how to interact with it. What are the form names you can pass information too? what variables do they accept? what is required and what is optional? We were using RSS feeds to do this, but for some reason those have ceased working in 3.6.1 for us. And using the REST interface seems the better way to go about this anyway. ~ Shawn Plummer Systems Manager CIT SUNY Geneseo The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh. -Lord Byron ___ 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
RE: [rt-users] Ticket URL wrong after take
I have had the exact same problem. I looked through all the config, wiki, etc. and couldn't find a solution. I hope someone on this list can give an answer. For me, it's just the subject link that is wrong. The link to the ticket # works. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]Sent: Thursday, September 28, 2006 10:16 AMTo: rt-users@lists.bestpractical.comSubject: [rt-users] Ticket URL wrong after "take" Hi, I have a strange error: I'm creating a new ticket via Mailinterface: /opt/rt3/bin/rt-mailgate --queue "General" --action correspond --url http://saxophon.intern.ebewe.at/rt [EMAIL PROTECTED] before "taking" the request, the URL of the ticket is: http://saxophon.intern.ebewe.at/rt/Ticket/Display.html?id=9 after "taking" by a user: http://saxophon.intern.ebewe.at/Ticket/Display.html?id=6 eg: /rt/ is missing ! What am i doing wrong ? Wolfgang my RT_Siteconfig.pm saxophon01:/opt/rt3/etc # cat RT_SiteConfig.pm # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set($rtname, 'IT-HELPDESK'); Set($Organization , "ebewe.com"); Set($RTAddressRegexp , '[EMAIL PROTECTED]'); Set($Timezone, 'Europe/Vienna'); Set($WebPath , "/rt"); Set($OldestTransactionsFirst, 0); 1; --Wolfgang Fuertbauer (e-Mail: [EMAIL PROTECTED])EBEWE Pharma Mondseestrasse 11 4866 Unterach, AustriaTel +43 7665 8123 315 Mobile: +43 664 8397987Fax +43 7665 8123 1487http://www.ebewe.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] updating screenshots on bestpractical.com
On Wed, Sep 27, 2006 at 09:32:11AM +1000, john habermann wrote: Hi I was just looking at the screen shots on the Best Practical website and noticed that they where from the 3.0.5pre2 version of RT. Would be great if they could be updated to the latest version. We're working on it. Thanks. cheers John -- John Habermann Internet Programmer, System Administrator The Wilderness Society Inc http://www.wilderness.org.au ___ 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
Re: [rt-users] scrips #3 and #6 no longer seem to be working
On Sep 28, 2006, at 9:23 AM, Stephen Turner wrote: At Wednesday 9/27/2006 07:18 PM, Joe Auty wrote: I'm no longer getting my auto reply emails attempted when I create tickets, and email to requestors is no longer attempted (nor am I told that email will be sent to the requestors). What sorts of things could cause this problem? My NotifyActor setting is set as 1. I know that I haven't provided a whole lot to go by, but since this was working just fine in the past, I'm hoping you could give me a very general response just so that I can make sure I'm covering all of my bases here. THanks in advance! Could be a syntax error in a template (or a scrip) - if that's the problem, you'll see the error messages in the the RT log. Looks like you are right! Scrip Prepare 1 died. - Undefined subroutine Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm Is this the source of my problem? Any idea what the cause might be? [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [Thu Sep 28 17:52:54 2006] [error]: Scrip Prepare 1 died. - Undefined subroutine Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:107], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/lib/RT/ Action/Generic.pm:79], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/lib/RT/ ScripAction_Overlay.pm:177], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/lib/RT/ Scrip_Overlay.pm:472], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/lib/RT/ Scrips_Overlay.pm:237], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/lib/RT/ Transaction_Overlay.pm:171], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/lib/RT/ Record.pm:1446], referer: https://*my domain*/rt/Ticket/Display.html? id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2442], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/lib/RT/ Ticket_Overlay.pm:2356], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/share/ html/Ticket/Elements/PreviewScrips:82], referer: https://*my domain*/ rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/share/ html/Ticket/Update.html:137], referer: https://*my domain*/rt/Ticket/ Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [/opt/rt3/share/ html/autohandler:279] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480), referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: [Thu Sep 28 17:52:54 2006] [error]: Scrip Prepare 5 died. - Undefined subroutine Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107., referer: https://*my domain*/rt/Ticket/Display.html?id=185 [Thu Sep 28 13:52:54 2006] [error] [client *ip address*] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Stack:, referer: https://*my domain*/rt/Ticket/Display.html?id=185
Re: [rt-users] blocking correspondence labeled Precedence: bulk
On Thu, Sep 28, 2006 at 08:10:53PM +0200, Leif Nixon wrote: Tim Pierce [EMAIL PROTECTED] writes: After looking at some of the inbound mail it looks as if dropping inbound mail with a header of Precedence: bulk would do a good first pass at eliminating the autoreplies. I'm writing to ask: has anyone tried this and found it to be a *bad* idea? Precedence: bulk indicates that the e-mail is either from a mailing list or somehow autogenerated (like an autoreply). It is almost always a good idea to filter those out from any automated e-mail handling, so yes, do go ahead. There's a very important nuance here. Replying to them is bad. Dropping them on the floor is even worse. Just because mail has been proxied by an automated system doesn't mean it's junk. ___ 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] Strange problem - User object becomes string
Hello, I'm trying to figure out a strange problem in one of our customizations (RT 3.4.2, Apache 1.3.33, mod_perl 1.29. Perl 5.8.3, RHEL 3). We inserted a callback into User/Prefs.html to provide a UI for additional user preferences. Here's what that looks like: /Elements/Callback, user = $UserObj, results = [EMAIL PROTECTED], %ARGS The problem is that sometimes (but not always) when we get into the callback, the user argument is a string containing the current user's username, not a User object. Here's the relevant code in the callback: %ARGS $user = undef @results = undef /%ARGS Can anyone think why $user transforms from a User object into a string? I'm wondering if there's some kind of name collision between the 'user' field entered on the login screen and my argument name. Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) ___ 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] Undefined subroutine Scalar::Util::weaken breaking scrips
On Sep 28, 2006, at 2:24 PM, Jesse Vincent wrote:On Thu, Sep 28, 2006 at 02:21:04PM -0400, Joe Auty wrote: Hello,Thanks to Stephen Turner, I think I uncovered the source of the problem relating to my scrips no longer working. I thought that this deserved a thread of its own with a more descriptive subject line where we can delve deeper into this... You need to install Scalar::Util and make sure it installs the versionthat requires a C compiler and comes with 'weaken'I used the version off of CPAN via a simple "install Scalar::Util", make testdeps in the RT source dir says the following:snipped...Scalar::Util...foundsnipped...Any ideas where and how I should get the copy of Scalar::Util I need?Much thanks in advance! ---Joe AutyUITS MessagingIndiana University[EMAIL PROTECTED] PGP.sig Description: This is a digitally signed message part ___ 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] blocking correspondence labeled Precedence: bulk
Jesse Vincent [EMAIL PROTECTED] writes: On Thu, Sep 28, 2006 at 08:10:53PM +0200, Leif Nixon wrote: Precedence: bulk indicates that the e-mail is either from a mailing list or somehow autogenerated (like an autoreply). It is almost always a good idea to filter those out from any automated e-mail handling, so yes, do go ahead. There's a very important nuance here. Replying to them is bad. Dropping them on the floor is even worse. Just because mail has been proxied by an automated system doesn't mean it's junk. You have a point - I'd like to change my yes, do go ahead to yes, it is possible that it would be a good solution for you. You have to consider what other kinds of automated mail that might wind in your RT. -- Leif Nixon -Systems expert National Supercomputer Centre- Linkoping University ___ 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] database on separate system
Hi Ruslan And how to fix that? TIA Paolo Ruslan Zakirov wrote: You must connect as dba, see --with-db-dba option of the configure script. I see you're using root and this user has rights to create databases. In the error below mysql says that user 'root' who is connecting from 'rt.idssite.com' has no access to database 'rt3' which means that rt3 DB is there but root has no rights to access it even he's created it few seconds ago. On 9/28/06, Paolo Supino [EMAIL PROTECTED] wrote: Hi Tim I noticed that option after I wrote the email. I tried it and it indeed created the database but it fails further down the line when it tries to grant access. It's probably more an issue of mysql than RT. Please take a look at the log below and see if you can help solve the problem. # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on rtdb.quicklook.local as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'rtdb.quicklook.local' IDENTIFIED BY 'rt_pass'; Access denied for user 'root'@'rt.idssite.com' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 346. make: *** [initialize-database] Error 255 TIA Paolo Tim Wilson wrote: On Tue, Sep 26, 2006 at 6:26 PM, in message [EMAIL PROTECTED], Paolo Supino [EMAIL PROTECTED] wrote: I have a mysql database server already running on my lan and I want to use it for my RT system too. From whay I saw thus far the installation process assumes the database is local and I didn't see any documentation on setting up the RT database on a remote installation of mysql. I just installed RT 3.6.1 from source with the DB running on a separate server. As long as you specify the remote server properly when you do the ./configure it will work just fine. Do $ ./configure --help to get a list of all the available options. I installed on Ubuntu 6.06, but I followed the directions at http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide which worked quite well with only minor modifications. -Tim ___ 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] Notify Requestor on Requestor change
Hi all, In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. So, with that said, is there a way tolet me rephrase that, I KNOW RT can do it, I just don't know how. We would like to change the requestor and upon doing so the new requestor be notified. I checked the default conditions, and they involve all the 'Change' items (Status, Priority, Owner, Queue) except Requestor :( Any help would be REALLY appreciated. Cheers!! ___ 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 use RT effectively
Does it cover 3.6.x as well? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jason Fenner Sent: Tuesday, September 26, 2006 9:28 AM To: john habermann Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] how to use RT effectively I agree. The book is excellent, you should buy it. Also, by buying the book your are helping to support the project in a small way. Also, you may want to take a look at: http://wiki.bestpractical.com/index.cgi?Documentation Jason aka: axelilly john habermann wrote: Hi Bijayant On 9/26/06, bijayant kumar [EMAIL PROTECTED] wrote: Hi, I have successfully installed RT-3.6.1. Now, my question is, is there any administrator and user guide on RT? If yes, than please provide me or give me the links. Thanks in advance. The best thing user and administrator guide I can think of is the RT Essentials book which you can see linked to off the bestpractical.com/rt website. It is also available through Oreilly's online library safari and provides lots of information of how you can use rt and how things work. There is also wiki.bestpractical.com which has lots of useful information and ideas on how people use rt. cheers John Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.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 ___ 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
