[rt-users] Assigning owner on reply
Can anyone please help, I am new to RT and I am trying to work out if I can set the owner of a ticket to be someone who responds to a ticket. Current when a ticket is created a mail is sent to a team of people and it would be useful if as soon as someone updated the ticket is was assigned to that user. Thanks Matt This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at [EMAIL PROTECTED] and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. Registered Office: One Angel Square, Torrens Street, London. EC1V 1PL. Registered number 2325854 ___ 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] RT3 under https - Ticket create button uses http and not https
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Good evening,
I just installed a new version of RT 3.6.3 from source on a new CentOS 5
system. I've set everything up so it runs under https rather than http.
(conf.d/rt.conf included below). Configuration of the system and
creation of users, groups, and queues worked correctly.
I tried to create a new ticket and received the following error
Bad Request
Your browser sent a request that this server could not understand.
Reason: You're speaking plain HTTP to an SSL-enabled server port.
Instead use the HTTPS scheme to access this URL, please.
Hint: *https://rt.us.com/* https://rt.netcerto.com/
-
Apache/2.2.3 (CentOS) Server at rt.us.com Port 443
The Create button on the new ticket page is only button or link that
I've used so far in setting up and using RT3 that didn't use SSL correctly.
WebBaseURL is set to:
Set($WebBaseURL , https://rt.us.com:$WebPort;);
though I tried it without the $WebPort as well.
Any pointers or suggestions would be most welcome.
- -David
/etc/httpd/conf.d/rt.conf:
VirtualHost rt.us.com:443
ServerName rt.us.com
SSLEngine on
SSLCertificateFile /etc/pki/tls/certs/server.crt
SSLCertificateKeyFile /etc/pki/tls/private/server.key
# Rewrite added to try and fix http - https problem without success
RewriteEngine On
RewriteCond %{SERVER_PORT} !^443$
RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R]
DocumentRoot /usr/local/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /usr/local/rt3/bin/webmux.pl
Location /
SetHandler perl-script
PerlHandler RT::Mason
/Location
/VirtualHost
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[rt-users] Upgrade to 3.6.3 gives Problems if Queue has character in name
Hello, I looked for previous posts regarding this problem, but couldn't seem to find any, so I'll try my luck here :-) I did an upgrade from 3.4.5 to 3.6.3. Everything seems to be working fine, except 1 queue. There is a queue called Messina RT, and if I click on this in the quicksearch table, it returns no results (in the quicksearch table it does say how many open, new and stalled tickets there are for this queue, so it can find the queue). If I now go to edit search, I get the following message: *Results* Error near -Messina- expecting a VALUE in 'Queue = 'Messina ' I'm lost Also in the search field it says: Queue = 'Messina (so at the ampersand it stops parsing). We never had a problem with this in the previous version, so I guess it is a bug? Is there something I can do about this? Thanks, Alain ___ 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] Non Technical Question: FogBugz vs RT
Internally I am trying to get my company to use RT as our Customer Support Ticketing system. There has been some pushback from management as we currently use FogBugz as our bug tracking system and they would prefer we stick to the same system for our support ticketing as well. I have tried to explain my opinion on the advantages and disadvantages of having these as seperate systems and the differences between the two applications however I would really appreciate some outside proof points that I can use in this battle as well. Any thoughts/opinions/experiences provided are greatly appreciated. Mike ___ 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] Notification problem
On Jun 27, 2007, at 11:49 PM, Kenneth Crocker wrote: To all, I was under the assumption that any global scrip applied to all queues, but that if one created a queue only scrip with the same name, the global scrip would be ignored. Templates yes, Scrips, no. -j 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] Can't use string () as a HASH ref while strict refs in use at /opt/rt3/share/html/Elements/MyRT line 50, DATA line 1662
This code has been refactored for 3.6.4. Can you tell me if it still
happens with the RC of 3.6.4? (Which will become the release just as
soon as I get settled at work again.)
Jesse
On Jul 3, 2007, at 10:03 AM, Richard Ellis wrote:
Hi Guys,
I first emailed this one in in May. Full details of the errors etc
are on this archive:
http://www.gossamer-threads.com/lists/rt/users/65651?#65651
An extract is below, but full details of our system etc are on that
thread.
*System error*
*error:* Can't use string () as a HASH ref while strict refs in
use at /opt/rt3/share/html/Elements/MyRT line 50, DATA line 1662.
*context:*
*...*
*46:* table border=0 width=100%
*47:* tr valign=top
*48:* td width=70% class=boxcontainer
*49:*
*50:* % for my $portlet (@{$portlets-{body}}) {
*51:* % $show_cb-( $portlet ) %
*52:* br /
*53:* % }
*54:*
*...*
*code stack:* /opt/rt3/share/html/Elements/MyRT:50
/opt/rt3/share/html/index.html:79
/opt/rt3/share/html/autohandler:292
raw error http://gplive.uk:3000/index.html#raw
Can't use string () as a HASH ref while strict refs in use at /
opt/rt3/share/html/Elements/MyRT line 50, DATA line 1662.
Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/
Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t use string ()
as a HASH ref while strict refs in use at /opt/rt3/share/html/
Elements/MyRT line 50, DATA line 1662.^J') called at /opt/rt3/
share/html/Elements/MyRT line 50
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/
5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
(0x18b3c20)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/
Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/
Request.pm line 1068
HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/
html/index.html line 79
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/
5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
(0x17bab60)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/
Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/
Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at /opt/rt3/
share/html/autohandler line 292
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/
5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
(0x17e7afc)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/
Mason/Request.pm line 1069
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/
Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/
local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/
Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/
Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH
(0x1972fa4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/
Mason/ApacheHandler.pm line 134
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/
ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec
('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)') called at /
usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm
line 792
HTML::Mason::ApacheHandler::handle_request
('HTML::Mason::ApacheHandler=HASH(0x12c3acc)', 'Apache=SCALAR
(0x14cbd54)') called at /opt/rt3/bin/webmux.pl line 123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache=SCALAR(0x14cbd54)') called at /dev/null
line 0
eval {...} at /dev/null line 0
Since then, I have had private emails from 4 people, who are seeing
the same error. It occurred on our kit, when I was upgrading our
test instance from 3.4.6 to 3.6.3.
Everything was fine until after I applied the 3.5.1 patches and
restarted everything. It would appear this isn't unique to our setup.
Does anyone have any ideas how to even begin to find the source of
the bug? I can't take the risk of upgrading our live server until I
can prove this isn't going to screw everything up and I need to
complete migrating our live instance to a new set of hardware soon.
Any ideas anyone?
Thanks
Richard
--
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com
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Community
Re: [rt-users] Reminder does not re-open a ticket
On Jul 2, 2007, at 4:47 PM, Thomas Hecker wrote: Hi to all, i have the problem, that a reminder does not re-open a ticket. It keeps standing in the list of reminders, but does not open a ticket, when the time for it has come. That's not specced behavior, but it could be pretty easily added using a scrip. Jesse You can find a screenshot right here: http://www.thomashecker.de/rt.gif In it you can see, that there is a reminder that should have re- open the ticket #42 16 hours ago, but didn't. I'm running rt 3.6.1 on a debian 4.0 linux using sendmail for all email stuff. there are no other applications running on the server. There were no modifications done to the codebase or any other scripts installed. can somebody point me in the right direction? Thanks for help! Thomas ___ 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 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] Phantom Reminder
On Jun 22, 2007, at 3:44 PM, Dando - Email.it wrote: John Arends wrote: I found the problem in the database, and the ticket had been moved to another queue. Changing the queue for the reminder to match solved the problem. This is a bug then. If a ticket is moved to another queue, its reminders should be moved also. Meanwhile after spending some time in the database I have a better idea of how RT stores things internally. Hello All. I too have experienced this problem (RT 3.6.3) - Reminders that show in the homepage but not in their ticket when the queue is changed. I poked around in the code and I found in lib/Reminders.pm, line 43: my $query = 'Queue = '. $self-TicketObj-QueueObj-Name .' AND Type = reminder'; and the query explicitally limits the reminders to the ones that are in the same queue of the ticket. The homepage shows all because the query is different. Since queue changes happen quite often at my site and we have a number of 'phantom' reminders. The most obvious solution seems to simply remove the limiting in the query. Has anyone had a similar problem / are there any patches for fixing it? This seems to be a sane change to me. Ruz, Kevin? It might be slightly better to move the reminders as you move the ticket from queue to queue. That would keep the access control in lockstep. Best, Jesse Thanks Daniele ___ 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 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] Upgrade to 3.6.3 gives Problems if Queue has character in name
On Jul 4, 2007, at 5:17 AM, Alain Sips wrote: Hello, I looked for previous posts regarding this problem, but couldn't seem to find any, so I'll try my luck here :-) I did an upgrade from 3.4.5 to 3.6.3. Everything seems to be working fine, except 1 queue. There is a queue called Messina RT, and if I click on this in the quicksearch table, it returns no results (in the quicksearch table it does say how many open, new and stalled tickets there are for this queue, so it can find the queue). If I now go to edit search, I get the following message: *Results* Error near -Messina- expecting a VALUE in 'Queue = 'Messina ' I'm lost Also in the search field it says: Queue = 'Messina (so at the ampersand it stops parsing). We never had a problem with this in the previous version, so I guess it is a bug? Is there something I can do about this? Can you test out RT 3.6.4RC2? Best, Jesse Thanks, Alain ___ 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 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] RT 3.5.1 upgrade (insert) script hanging.
Hello, I'm currently upgrading from 3.2.1 to 3.6.3 I'm going through the upgrade script. I've ran schema / acl / insert upgrades for 3.3.0 , 3.3.11 with no problems. However, as I run insert for 3.5.1 ( there is no schema/ acl upgrades for 3.5.1), it just hangs at the line Creating predefined searches...' Any one have any ideas? Thanks, Allan ___ 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] CheckForSuspiciousSender
Hi there; Rt-3.6.1 apache2, modperl2,mysql5 How does the sub CheckForSuspiciousSender in lib/RT/Interface/Email.pm work . I though if it returned 1, it should stop the message from being submitted to the database?? I have quite few postmaster and mailer-deamon tickets/updates and I want to put stop to this?? Regards; 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] Looping for auto-response
We have a situation where an RT autoresponder is causing a loop within queues. I'm wondering if there is a way to disable or limit looping within RT? Thanks in advance, --Duncan ___ 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] posts not making to the database
I am having a weird issue ...
When I try to post to rt, the mail makes to the list and to the mail gateway
and a response is sent to poster. But, it is not there in the database at
all. But, if I restart apache, click on each receips (and save) for the
list, it works .. but only for sometime. Could someone help me with this
please ?
I see these in the log:
[Mon Jul 2 15:20:32 2007] [warning]: Use of uninitialized value in
concatenation (.) or string at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 425.
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm:425)
[Mon Jul 2 15:20:32 2007] [warning]: DBD::mysql::st execute failed: MySQL
server has gone away at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505.
(/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505)
[Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't
execute the query 'SELECT ACL.id from ACL, Groups, Principals,
CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName =
'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0
AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND
Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId =
AND ((ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType
= 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType =
'Group' LIMIT 1' at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)',
'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called
at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550
DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)',
'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called
at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 458
RT::Principal::_HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Right',
'SeeQueue', 'EquivObjects', 'ARRAY(0xb8f88f0)', 'Object',
'RT::Queue=HASH(0xb9268c4)') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369
RT::Principal::HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Object',
'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562
RT::User::HasRight('RT::User=HASH(0xb8d9240)', 'Object',
'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/CurrentUser.pm line 339
RT::CurrentUser::HasRight('RT::CurrentUser=HASH(0xb95d5c0)',
'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1124
RT::Queue::HasRight('RT::Queue=HASH(0xb9268c4)', 'Principal',
'RT::CurrentUser=HASH(0xb95d5c0)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1090
RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xb9268c4)',
'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm
line 1066
RT::Queue::_Value('RT::Queue=HASH(0xb9268c4)', 'Name') called at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425
DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xb9268c4)')
called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 64
HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action',
'correspond', 'queue', 'iskme-feature', 'message', 'From
[EMAIL PROTECTED] Mon Jul 2 08:20:27 2007\x{a}Recei...') called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9
c)', 'SessionType', 'REST', 'action', 'correspond', 'queue',
'iskme-feature', 'message', 'From [EMAIL PROTECTED] Mon Jul 2
08:20:27 2007\x{a}Recei...', ...) called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257
eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType',
'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466
eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466
eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26
08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0xb8e2608)') 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(
0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at
/usr/sbin/webmux.pl line 123
