[rt-users] Last Call - SCALE 5x Call For Papers
Hello, We are coming up on the end of the SCALE 5x call for papers, and I wanted to give everyone a quick reminder that the last day for submissions is Novmeber 20, 2006. SCALE 5x is the 5th annual Southern California Linux Expo. It will be held at the Los Angeles Airport Westin Hotel on Feb 10-11. The call for papers can be found at: http://www.socallinuxexpo.org/scale5x/cfp/scale5x.pdf Sponsorship and exhibitor opportunities are available as well. Regards, Ilan ___ 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] StockAnswers for RT
StockAnswers for RT is a solution for allowing users to insert predefined templates into their replies. This might be useful for people who are looking for an alternative to RTFM. Just like its original predecessor, it requires client-side JavaScript to be activated. The rewritten version has a configuration editor (Admin/Tools/StockAnswersConfiguration.html) and a template editor (Tools/StockAnswers) that can save and restore backup copies of original modifications. Please see the Wiki page at: http://wiki.bestpractical.com/index.cgi?StockAnswers Cheers! -K -- Kris Merrill System Administrator . Harvard-MIT Data Center [EMAIL PROTECTED] ___ 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] [WIKI ADMIN] Please whitelist URLs
http://people.hmdc.harvard.edu/~kmerrill/projects/StockAnswers/StockAnswers-1.0.tar.gz http://people.hmdc.harvard.edu/~kmerrill/projects/StockAnswers/README Thanks! -K -- Kris Merrill System Administrator . Harvard-MIT Data Center [EMAIL PROTECTED] ___ 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] StockAnswers for RT
Crikey! This is just what I need. Thanks! Mathew Snyder Kris Merrill wrote: StockAnswers for RT is a solution for allowing users to insert predefined templates into their replies. This might be useful for people who are looking for an alternative to RTFM. Just like its original predecessor, it requires client-side JavaScript to be activated. The rewritten version has a configuration editor (Admin/Tools/StockAnswersConfiguration.html) and a template editor (Tools/StockAnswers) that can save and restore backup copies of original modifications. Please see the Wiki page at: http://wiki.bestpractical.com/index.cgi?StockAnswers Cheers! -K ___ 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] Please help: RT3.4.4 running really slow
Barry, I know fcgi is installed, I'm not sure fcgi is enabled. At the moment, I'm trying to get server-info working, and will report back as soon as it is. Also, there are a bunch of symbolic links in /etc/apache2/mods-enabled/: /etc/apache2/mods-enabled/ssl.conf - /etc/apache2/mods-available/ssl.conf /etc/apache2/mods-enabled/ssl.load - /etc/apache2/mods-available/ssl.load /etc/apache2/mods-enabled/rewrite.load - ../mods-available/rewrite.load /etc/apache2/mods-enabled/perl.conf - /etc/apache2/mods-available/perl.conf /etc/apache2/mods-enabled/perl.load - /etc/apache2/mods-available/perl.load /etc/apache2/mods-enabled/cgid.conf - /etc/apache2/mods-available/cgid.conf /etc/apache2/mods-enabled/cgid.load - /etc/apache2/mods-available/cgid.load /etc/apache2/mods-enabled/userdir.conf - /etc/apache2/mods-available/userdir.conf /etc/apache2/mods-enabled/userdir.load - /etc/apache2/mods-available/userdir.load Here's the cat of those files: :: cgid.conf :: # Socket thingy for CGI. ScriptSock /var/run/apache2/cgisock :: cgid.load :: LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so :: perl.conf :: # This file is a placeholder; you can safely ignore or delete it. :: perl.load :: LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so :: rewrite.load :: LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so :: ssl.conf :: IfModule mod_ssl.c SSLRandomSeed startup builtin SSLRandomSeed connect builtin AddType application/x-x509-ca-cert .crt AddType application/x-pkcs7-crl.crl SSLPassPhraseDialog builtin SSLSessionCache dbm:/var/run/apache2/ssl_scache SSLSessionCacheTimeout 300 SSLMutex file:/var/run/apache2/ssl_mutex SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL SetEnvIf User-Agent .*MSIE.* \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 /IfModule :: ssl.load :: LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so :: userdir.conf :: IfModule mod_userdir.c UserDir public_html UserDir disabled root Directory /home/*/public_html AllowOverride FileInfo AuthConfig Limit Options MultiViews Indexes SymLinksIfOwnerMatch IncludesNoExec /Directory /IfModule :: userdir.load :: LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so Thanks so very much for your help, Don From: Barry L. Kline [EMAIL PROTECTED] To: don garbage [EMAIL PROTECTED] CC: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Please help: RT3.4.4 running really slow Date: Tue, 07 Nov 2006 14:14:27 -0500 -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 don garbage wrote: Hey Barry, Wow, that was fast, thanks so much. I actually did respond to your email. Here was my reply: Hi Barry, I just checked again for mod_fastcgi, and, it appears that I do have it. In ubuntu, it is called libfcgi-perl So, back to the drawing board. :) Have you had the chance to check out my config files? Thanks for any further help, Don Perhaps the problem is in my config files. Any thoughts? I also see this in your file: Include /etc/apache2/mods-enabled/*.load Include /etc/apache2/mods-enabled/*.conf What files are in this directory? Are you *sure* that the fcgi is enabled? The easiest way I know for you to check is to enable /server-status /server-info in the configuration file. You can then check it via: http://yourrtserver/server-info and look for the appropriate modules. Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn /wGZejCJG9dZIVXLOjvr430= =Oi4y -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
Re: [rt-users] StockAnswers for RT
On Wed, Nov 08, 2006 at 09:04:47AM -0500, Kris Merrill wrote: StockAnswers for RT is a solution for allowing users to insert predefined templates into their replies. This might be useful for people who are looking for an alternative to RTFM. Just like its original predecessor, it requires client-side JavaScript to be activated. The rewritten version has a configuration editor (Admin/Tools/StockAnswersConfiguration.html) and a template editor (Tools/StockAnswers) that can save and restore backup copies of original modifications. Please see the Wiki page at: http://wiki.bestpractical.com/index.cgi?StockAnswers Cheers! -K Kris, All new extensions for RT are good. I read the documentation and don't understand what this accomplishes that RTFM does not. Please elaborate. -Todd ___ 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] I can't enable mod_perl in my webserver
The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. I haven't found what else I must change in the Apache's configuration file. You might want to test mod_perl separately to check its installed and running. Make a test dir, setup a simple page that uses mod_perl and check its running without the complexity of RT. Here is the mod_perl page if you are setting it up by hand it has testing info down the bottom. http://perl.apache.org/docs/2.0/user/intro/start_fast.html An important config is to put this in httpd.conf (or loadmodule.conf tends to depend how apache was installed) LoadModule perl_module modules/mod_perl.so On the SuSE 9.3 pre-built apache there is a little trick, there is a file called /etc/sysconfig/apache2, that has a APACHE_MODULES= section, to which you need to add perl to make mod_perl load. Once mod_perl is tested and confirmed working take a look here http://wiki.bestpractical.com/index.cgi?ManualInstallation - go down to Configuring Apache will give you some tips on the types of thing which need to be in the Apache config specifically for RT. Youll need the PerlHandler RT::Mason at some point, so try to follow what is there. - Scott ___ 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] Migration to new host
Its Azfar wrote: How could I transfer my existing RT database to a new RT host. mysqldump -u mysql_user -p mysql_password rt_db rt.sql on the original box mv the file (rt.sql) to the new box and on the new box mysql -u mysql_user -h mysql_host -p mysql_passwd create database rt; exit mysql -u mysql_user -h mysql_host -p mysql_passwd rt rt_sql setup apache congratulate yourself by buying a cup of coffee. -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.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] Calendar Widget in RT 3.4.5
ok, I understood by myself : the instructions are for higher versions than 3.4.5 indeed, even the ones posted on the list. Anyway, I blended both, declaring the javascripts as shown in the january post, and displaying the buttons as shown in the wiki, and hurray ! the calendar pops-up. Ticket closed ;-) --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Robert Grasso Sent: Wednesday, November 08, 2006 5:24 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Calendar Widget in RT 3.4.5 Hello, I am setting up RT 3.4.5 on CentOS 4.4 (setting up RT 3.6 looked difficult - looked like I needed to upgrade the whole Perl language). In order to setup the calendar widget, are the instructions in the wiki CalendarWidget - RT Wiki http://wiki.bestpractical.com/index.cgi?CalendarWidget appropriate for RT 3.4.5 ? Following them accurately, I got the Choose... buttons but I did not succeed obtaining the calendar popup. Or should I rely on the instructions posted last january in the list [rt-users] Calendar Widget? http://lists.bestpractical.com/pipermail/rt-users/2006-January/036400.html ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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
RE: [rt-users] StockAnswers for RT
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Todd Chapman Kris, All new extensions for RT are good. I read the documentation and don't understand what this accomplishes that RTFM does not. Please elaborate. -Todd I can't speak for Kris, but I think there's definitely a place for a lighter-weight solution than RTFM for providing a list of commonly used email messages on the reply screen. I put something rudimentary out myself a few months back (http://wiki.bestpractical.com/index.cgi?CannedReplies). Some folks may find RTFM a little complex just for this simple functionality. 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] Question about ticket gone CRAZY
Thanks, this really well. After I deleted the attachments I was able to load the ticket. -Jay Jay Vlavianos Production Operations 415.277.3515 [EMAIL PROTECTED] Where is fancy bred, in the heart or in the head? Willy Wonka (Org: Merchant of Venice, Act III, Scene 2) -Original Message- From: Joby Walker [mailto:[EMAIL PROTECTED] Sent: Friday, November 03, 2006 4:45 PM To: Jay Vlavianos Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Question about ticket gone CRAZY This has happened a couple times for us. The following works well to delete an entire range of tickets. Note this is for PgSQL, other DB may require different syntax. delete from attachments where transactionid IN ( select tx.id from transactions tx, tickets t where tx.objecttype='RT::Ticket' AND tx.objectid=t.id AND t.effectiveid= insert ticket number AND tx.id = insert first transaction to delete AND tx.id = insert last transaction to delete ); delete from transactions where id IN ( same subselect as above ); You the first time you run them you might want to replace the delete with select *, just to make sure you are deleting what you want to delete. Joby Walker CC SSG, University of Washington Jay Vlavianos wrote: I have a ticket that received 2500 replies on accident that I can no longer manage. Apparently one of my admins had his personal email forwarding to his home email which went offline. I am not sure how it got into a loop, but it created the monster trail of history that makes it unloadable. Is there any way to remove this history and gracefully close the ticket? Ideally I could keep the ticket itself, instead of deleting it from the database, but if that is what it takes J Any help is greatly appreciated! -Jay Jay Vlavianos Production Operations 415.277.3515 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] I've just decided to switch our Friday schedule to Monday, which means that the test we take each Friday, on what we learned during the week, will now take place on Monday, before we've learned it. But, since today is Tuesday, it doesn't matter in the slightest.Mr. Turkentine ___ 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] Mandatory fields in Self Service tickets
Hi everyone. Im setting up RT 3.6.1 on a Fedora core 4 server for a small organization. Most of the users will just be logging in as unprivileged users and submitting tickets via Self Service. But for some reason I cannot get it to enforce mandatory custom fields in that view. Under the new ticket page for a privileged user it works fine, but under Self Service it doesnt enforce. I searched the archives and wiki and found other people asking about the same issue but no actual resolutions posted. Does this work for anyone else? If so, did you have a work around or is something broken in my configuration? Also, has anyone seen any modules to insert queue specific instructions into the new ticket screen? It seems like a pretty basic thing but every combination of search terms Ive come up with returns thousands of unrelated hits. Thanks Mike -- Michael Lederman Director of Information Technology Alvin Ailey American Dance Theater ___ 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] Adding a Spam Ticket Tab
-Original Message-
Hello all,
I found that someone has done this already and I have
implemented it in
our RT setup:
but it is not working and I just don't understand why. Here is what I
added to /opt/rt3/share/html/Ticket/Elements/Tabs
if ( $Ticket-CurrentUserHasRight('ModifyTicket') ) {
if ( $Ticket-Status ne 'resolved' ) {
$actions-{'B'} = {
path =
Ticket/Update.html?Action=CommentDefaultStatus=resolvedid= . $id,
title = loc('Resolve') };
}
if ( $Ticket-Status ne 'open' ) {
$actions-{'C'} = { path =
Ticket/Display.html?Status=openid= . $id,
title = loc('Open it') };
}
# Spam stuff.
if ( $Ticket-CurrentUserHasRight('DeleteTicket') ) {
$actions-{'G'} = {
title = loc('Spam'),
path =
Ticket/Modify.html?id=$idStatus=deletedQueue=16 };
}
}
However, I don't see any change at all. What else do I have to do to
get this working. Note that I'm
using RT 3.4.4.
--
Bernd
Bernd,
Did you stop restart apache after making the change?
Generally, it's the best practice to make changes to local copies of the
RT files rather than editing them directly (see
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT). In your setup,
you'd copy the Tabs file to /opt/rt3/local/html/Ticket/Elements and edit
that file.
Actually, in this case there's a callback for extending the Tabs - you
shouldn't even need to edit the Tabs file. If you create
/opt/rt3/local/html/Callbacks/x/Ticket/Elements/Tabs/Default and make it
look like this, you should be all set:
%# BEGIN CODE
%args
$Ticket = undef
$actions = undef
$tabs = undef
$display_page = 'Display'
/%args
%init
if ( defined $Ticket $Ticket-CurrentUserHasRight('DeleteTicket') ) {
$actions-{'G'} = {
title = loc('Spam'),
path =
'Ticket/Modify.html?id='.$Ticket-id.'Status=deleted' };
}
/%init
%# END CODE
Make sure the key you choose for the actions hash ('G' in this case) is not
used in the stock Tabs file.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
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RE: [rt-users] question on reporting
I also need the ticket history in the report for SOX compliance. Maybe Mr. Vincent can get that done somehow? Or maybe someone knows how to pull that from the custom fields of the Ticket Query screen? Aubrey King Systems Engineer IP Systems Engineering Global Crossing, Ltd. On Thu, 15 Dec 2005, Hersker, Steve wrote: I am in a similar situation in that I need to generate reports out of RT (for SOX compliance). We're using a commercial helpdesk ticketing app now, but it's missing some key features that RT has (and RT is *much* easier to use and infinitely more flexible). Before I could begin to convert to RT, I had to make sure I could get the reports out of it that I needed. My SQL skills are minimal, so I opted to quickly prototype the reports using MS Access and the mySQL ODBC connector. Stephen is right in that the db schema takes some getting used to. (But definitely doable) I found the easiest method in Access was to create several (read: many) layered queries to assemble the ticket. Then, I just base the reports off queries with the appropriate criteria (e.g. All new/open/stalled tickets; All tickets closed in the last 7 days; All tickets for an Organization date range, etc). Stephen also brings up a good point about the export list feature in to Excel. But, in my situation, I need the ticket history included in the report, not just the header info/stats. (Now I'm using the API to import my users and, hopefully, the ticket history from the existing app - about 21,000 tickets). If you think you're going to use Access, let me know. I'd be happy to share what I've learned, tripped over and worked-around. Good Luck Steve -Original Message- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Thursday, December 15, 2005 11:20 AM To: Jonathan Jesse; rt-users@lists.bestpractical.com Subject: Re: [rt-users] question on reporting At Thursday 12/15/2005 10:49 AM, Jonathan Jesse wrote: What do you use for reports out of RT? For reports out of our banking system, I can write queries and other reports with a product we have (Cognos Impromptu) and assume thru an ODBC connection or something I could connect to the database and generate the information I need and make the reports a little prettier and easier to read then doing just printing a query result from the RT web page. So how do you all generate reports for the boss? Or people interested? Thanks, Jonathan Hello Jonathan You can certainly point a reporting tool at the database, but the schema is a little hard to understand (as it is with many transactional DBs) and so you'd need to do quite a bit of studying before you could be certain your reports were showing what you wanted. You could move some RT data to a data warehouse but that would probably be a sizeable project and would again require you to learn the RT schema fairly well. A quick alternative is to use the spreadsheet download link that appears on the bottom of the search results page - you can get data into Excel and perhaps use Impromptu or whatever to make reports from that. I'd be interested to hear what you decide. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html ___ 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] StockAnswers for RT
Hello Todd, Technically, RTFM is an enterprise-grade knowledge management tool whereas StockAnswers is just a simple extension. I rewrote and added some new features to the original package that Robert Spier released for RT2. My intended audience are people who used RT2 with the StockAnswers extension or didn't want to install RTFM (for some strange reason). Ideally, I understand that RTFM is extremely feature rich and has better support for user authorization and integration with RT. I'm just offering a service for pre-RT3 users. -K Todd Chapman wrote: On Wed, Nov 08, 2006 at 09:04:47AM -0500, Kris Merrill wrote: StockAnswers for RT is a solution for allowing users to insert predefined templates into their replies. This might be useful for people who are looking for an alternative to RTFM. Just like its original predecessor, it requires client-side JavaScript to be activated. The rewritten version has a configuration editor (Admin/Tools/StockAnswersConfiguration.html) and a template editor (Tools/StockAnswers) that can save and restore backup copies of original modifications. Please see the Wiki page at: http://wiki.bestpractical.com/index.cgi?StockAnswers Cheers! -K Kris, All new extensions for RT are good. I read the documentation and don't understand what this accomplishes that RTFM does not. Please elaborate. -Todd -- Kris Merrill System Administrator . Harvard-MIT Data Center ___ 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] Adding a Spam Ticket Tab
Did you stop restart apache after making the change?
Yes I did but nothing happened.
Generally, it's the best practice to make changes to local copies
of the
RT files rather than editing them directly (see
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT). In your
setup,
you'd copy the Tabs file to /opt/rt3/local/html/Ticket/Elements and
edit
that file.
Interesting. I never knew that.
Actually, in this case there's a callback for extending the Tabs -
you
shouldn't even need to edit the Tabs file. If you create
/opt/rt3/local/html/Callbacks/x/Ticket/Elements/Tabs/Default and
make it
look like this, you should be all set:
%# BEGIN CODE
%args
$Ticket = undef
$actions = undef
$tabs = undef
$display_page = 'Display'
/%args
%init
if ( defined $Ticket $Ticket-CurrentUserHasRight('DeleteTicket')
) {
$actions-{'G'} = {
title = loc('Spam'),
path =
'Ticket/Modify.html?id='.$Ticket-id.'Status=deleted' };
}
/%init
%# END CODE
Make sure the key you choose for the actions hash ('G' in this case)
is not
used in the stock Tabs file.
Thanks for the help Steve. That worked perfectly. I will continue
to investigate this callback mechanism. It's pretty cool.
--
Bernd
Check Out the new free AIM(R) Mail -- 2 GB of storage and
industry-leading spam and email virus protection.
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Re: [rt-users] Adding a Spam Ticket Tab
Actually, in this case there's a callback for extending the Tabs -
you shouldn't even need to edit the Tabs file. If you create
/opt/rt3/local/html/Callbacks/x/Ticket/Elements/Tabs/Default and
make it look like this, you should be all set:
%# BEGIN CODE
%args
$Ticket = undef
$actions = undef
$tabs = undef
$display_page = 'Display'
/%args
%init
if ( defined $Ticket $Ticket-CurrentUserHasRight('DeleteTicket')
) {
$actions-{'G'} = {
title = loc('Spam'),
path =
'Ticket/Modify.html?id='.$Ticket-id.'Status=deleted' };
}
/%init
%# END CODE
I changed
path = 'Ticket/Modify.html?id='.$Ticket-id.'Status=deleted' };
to
path =
'Ticket/Modify.html?id='.$Ticket-id.'Status=deletedQueue=16' };
and restarted Apache. The change has not taken effect. I even deleted
all of my browser's cache just to be sure. What else should I do to
make this change take effect?
--
Bernd
Check Out the new free AIM(R) Mail -- 2 GB of storage and
industry-leading spam and email virus protection.
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[rt-users] Can't locate object method new via package RT::Interface::Web::QueryBuilder::Tree at /opt/rt3/share/html/Search/Build.html line 272.
Just did a new RT install on a fresh RH4 install. Now I'm getting the
following when I click on Tickets
I did a search on the error, followed the one suggestion I could find
(force install Scalar::Util) with no result...
Any clues?
Thanks1
Bob
System error
error: Can't locate object method new via package
RT::Interface::Web::QueryBuilder::Tree at
/opt/rt3/share/html/Search/Build.html line 272.
context:
...
268:
269:my $depth = 1;
270:
271:# make a tree root
272:$$tree = RT::Interface::Web::QueryBuilder::Tree-new;
273:my $root = RT::Interface::Web::QueryBuilder::Tree-new( 'AND',
$$tree );
274:my $lastnode = $root;
275:my $parentnode = $root;
276:
...
code stack: /opt/rt3/share/html/Search/Build.html:272
/opt/rt3/share/html/autohandler:279
raw error
Can't locate object method new via package
RT::Interface::Web::QueryBuilder::Tree at
/opt/rt3/share/html/Search/Build.html line 272.
Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method
new via package RT::Interface::Web::QueryBuilder::Tree at
/opt/rt3/share/html/Search/Build.html line 272.^J') called at
/opt/rt3/share/html/Search/Build.html line 272
HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xb45e8e8)',
'ARRAY(0xb45e8d0)') called at /opt/rt3/share/html/Search/Build.html line
438
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb47a390)')
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1256
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line
1246
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 915
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)')
called at /opt/rt3/share/html/autohandler line 279
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb1e8040)')
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line
1246
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line
460
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line
412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)')
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line
168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)')
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line
826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa8064c4)',
'Apache2::RequestRec=SCALAR(0xb5f03ac)') called at /opt/rt3/bin/webmux.pl
line 123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb5f03ac)') called at -e
line 0
eval {...} at -e line 0
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Re: [rt-users] StockAnswers for RT
I'm having a hard time following your installation instructions. Is
${RT_USER} supposed to be the rt user created for the database or is it
supposed to be the user which owns all the files under the rt directory?
I've created all the directories and chowned them to the user which owns
the directories/files, restarted httpd and I don't see anything either
under Tools or Configuration-Tools. What am I looking for?
Mathew Snyder
Kris Merrill wrote:
StockAnswers for RT is a solution for allowing users to insert
predefined templates into their replies. This might be useful for people
who are looking for an alternative to RTFM.
Just like its original predecessor, it requires client-side JavaScript
to be activated. The rewritten version has a configuration editor
(Admin/Tools/StockAnswersConfiguration.html) and a template editor
(Tools/StockAnswers) that can save and restore backup copies of original
modifications.
Please see the Wiki page at:
http://wiki.bestpractical.com/index.cgi?StockAnswers
Cheers!
-K
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[rt-users] Where to add custom text
I created a custom date field which requires particular date format. Without placing the format in the field name, where do I add text to indicate the format expected. For instance, under fields which must be filled in have, in red, Must match Mandatory under the field. I'd like something like Must match 'FORMAT'. Mathew Snyder ___ 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] StockAnswers for RT
Excellent point - the ${RT_USER} is the user that runs the RT
application. For example, if you use Apache (without suexec), the
files are owned by apache or whatever user that executes httpd. The
template directories and files need to be accessible (read + write) by
the RT application user.
To further assist you, can you tell me which version of RT you are
running, apache setup, etc...? Was the mason cache cleaned out before
restarting RT? Were the files installed under the /local directory of
your RT3 installation?
Regardless whether or not if the Callbacks are working, if
StockAnswers is installed under /local, you should be able to access
the editor under: rt.web.url.com/Tools/StockAnswers/index.html and
the StockAnswers configuration under:
rt.web.url.com/Admin/Tools/StockAnswersConfiguration.html (if logged
in as a SuperUser for the latter).
I've only been able to test StockAnswers on a fresh install of RT
3.6.1 and a customized 3.4.2 version. The Callbacks work for 3.6.1,
but may need to be tweaked for earlier versions of RT?
I certainly appreciate the input and I'll revise the instructions so
they read more clearly.
-Kris
Quoting Mathew Snyder [EMAIL PROTECTED]:
I'm having a hard time following your installation instructions. Is
${RT_USER} supposed to be the rt user created for the database or is it
supposed to be the user which owns all the files under the rt directory?
I've created all the directories and chowned them to the user which owns
the directories/files, restarted httpd and I don't see anything either
under Tools or Configuration-Tools. What am I looking for?
Mathew Snyder
Kris Merrill wrote:
StockAnswers for RT is a solution for allowing users to insert
predefined templates into their replies. This might be useful for people
who are looking for an alternative to RTFM.
Just like its original predecessor, it requires client-side JavaScript
to be activated. The rewritten version has a configuration editor
(Admin/Tools/StockAnswersConfiguration.html) and a template editor
(Tools/StockAnswers) that can save and restore backup copies of original
modifications.
Please see the Wiki page at:
http://wiki.bestpractical.com/index.cgi?StockAnswers
Cheers!
-K
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Re: [rt-users] Adding a Spam Link on Main Page
On 2006-11-08 23:22:57, Roy El-Hames wrote: hmmm ; Just read this list posting/messages for today .. there is a thread about Adding a Spam ticket Tab .. Yes, I know. I started that thread. -- Bernd ___ 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 locate object method new via package RT::Interface::Web::QueryBuilder::Tree at /opt/rt3/share/html/Search/Build.html line 272.
No change in the result when I click on the Ticket tab. I still get the error. Wed, 8 Nov 2006, Chaim Rieger wrote: Bob Bownes wrote: force install Scalar::Util with no result... please define that statement whats the error did you install via cpan or source ? -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.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] StockAnswers for RT
Kris,
I am testing this on what is essentially a stock 3.6.1 installation.
The changes are basic such as CSS. Apache 2.2, mod_perl2 and MySQL.
I have copied everything to the /local directory of my RT installation.
I checked var/mason_data/cache and found nothing in there. Also, I've
chowned the globals.ph file under local/etc and local/templates to
apache:apache.
One thing I noticed is the README indicates the globals.ph file is
called global.ph while the file itself is globals.ph. Which is correct?
Mathew
Kris Merrill wrote:
Excellent point - the ${RT_USER} is the user that runs the RT
application. For example, if you use Apache (without suexec), the files
are owned by apache or whatever user that executes httpd. The template
directories and files need to be accessible (read + write) by the RT
application user.
To further assist you, can you tell me which version of RT you are
running, apache setup, etc...? Was the mason cache cleaned out before
restarting RT? Were the files installed under the /local directory of
your RT3 installation?
Regardless whether or not if the Callbacks are working, if StockAnswers
is installed under /local, you should be able to access the editor
under: rt.web.url.com/Tools/StockAnswers/index.html and the
StockAnswers configuration under:
rt.web.url.com/Admin/Tools/StockAnswersConfiguration.html (if logged in
as a SuperUser for the latter).
I've only been able to test StockAnswers on a fresh install of RT 3.6.1
and a customized 3.4.2 version. The Callbacks work for 3.6.1, but may
need to be tweaked for earlier versions of RT?
I certainly appreciate the input and I'll revise the instructions so
they read more clearly.
-Kris
Quoting Mathew Snyder [EMAIL PROTECTED]:
I'm having a hard time following your installation instructions. Is
${RT_USER} supposed to be the rt user created for the database or is it
supposed to be the user which owns all the files under the rt directory?
I've created all the directories and chowned them to the user which owns
the directories/files, restarted httpd and I don't see anything either
under Tools or Configuration-Tools. What am I looking for?
Mathew Snyder
Kris Merrill wrote:
StockAnswers for RT is a solution for allowing users to insert
predefined templates into their replies. This might be useful for people
who are looking for an alternative to RTFM.
Just like its original predecessor, it requires client-side JavaScript
to be activated. The rewritten version has a configuration editor
(Admin/Tools/StockAnswersConfiguration.html) and a template editor
(Tools/StockAnswers) that can save and restore backup copies of original
modifications.
Please see the Wiki page at:
http://wiki.bestpractical.com/index.cgi?StockAnswers
Cheers!
-K
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Commercial support: [EMAIL PROTECTED]
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Re: [rt-users] StockAnswers for RT
Kris,
I discovered the reason that I still couldn't see it in my development
installation is that I had to chmod the directories. Having done this I
now see StockAnswers under Tools. However, I am now receiving an error:
System error
error: Error during compilation of
/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:
Can't locate Date/Manip.pm in @INC (@INC contains:
/usr/local/rt-3.6.1/local/lib /usr/local/rt-3.6.1/lib
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/5.8.8 . /etc/httpd) at
/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html line 15.
Stack:
[/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:15]
[Date/Manip.pm:15]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:811]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:441]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:238]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:204]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97]
[/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:275]
[/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:353]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:869]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:823]
[/usr/local/rt-3.6.1/bin/webmux.pl:123]
[Date/Manip.pm:15]
BEGIN failed--compilation aborted at
/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html line 15.
Stack:
[/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:15]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:811]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:441]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:238]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:204]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97]
[/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:275]
[/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:353]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:869]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:823]
[/usr/local/rt-3.6.1/bin/webmux.pl:123]
[/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:15]
context:
...
11: h3Unfortunately, you do not have access to edit templates./h3
12: % }
13:
14: %INIT
15: use Date::Manip;
16: use StockAnswers;
17:
18: # Determine username
19: my($user ) = $session{CurrentUser}-PrincipalObj;
...
code stack: /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:445
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:238
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:204
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97
/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:275
/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:353
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:348
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:869
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:823
/usr/local/rt-3.6.1/bin/webmux.pl:123
-e:0
I did a find for Manip.pm but it would appear I don't have it. Is there
a module I should install for this?
Mathew
Kris Merrill wrote:
Excellent point - the ${RT_USER} is the user that runs the RT
application. For example, if you use Apache (without suexec), the files
are owned by apache or whatever user that executes httpd. The template
directories and files need to be accessible (read + write) by the RT
application user.
To further assist you, can you tell me which version of RT you are
running, apache setup, etc...? Was the mason cache cleaned out before
restarting RT? Were the files installed under the /local directory of
your RT3 installation?
Regardless whether or not if the Callbacks are
