[rt-users] enabling RT::Mason causes apache error
Hi, I have a server with a working RT on it (version 3.4.5). One a separate virtual domain, I added a 3.6.6 RT that is completely separate (different directory, db, etc). I got the thing set up as far as getting to the point of doing the apache configs. I am getting this message when I go to the newer RT: Not Found The requested URL / was not found on this server. If I comment out these two lines in my apache configs, I get the "You're Almost There!" message: SetHandler perl-script PerlHandler RT::Mason But with those lines in place, I get the 404 error above. I am not getting any useful information from my apache error and access logs. There is nothing in the var/log directory in my RT install directory in /opt. Has anyone seen anything like this ? Is there some sort of debug flag I can turn on somewhere to get me more information ? If I cannot get this fixed quickly, I will try simply copying the 3.4.5 RT that works on this machine . . . I would like to use the latest version if possible, however. --Rob -- http://rgr.freeshell.org/ ___ 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] Too Many Attachments's file
Patrick, Does MySQL support tablespaces? You could move the attachments table to a tablespace on the "dedicated huge hard disk". If not, you may want to move to a different backend. I think that Oracle and PostgreSQL both will allow you to do this partitioning. Good luck. Cheers, Ken On Wed, Jun 11, 2008 at 04:03:17PM -0400, Patrick Lafontaine wrote: > Hi everyone > > I use RT since 2004 and I never got any real problem. But now my MySQL > database increase way too fast. The problem is that RT stores > Attachments file into MySQL. My Attachments table is growing by 1Gb per > month. > > I want to know if a module or any other procedure exist to store > Attachment directly on the filesystem instead of MySQL. By storing them > on filesystem, I could create a symlink to a dedicated huge hard disk. > It will help MySQL a lot in at same time. > > Maybe someone got this problem and have a better solution ? > > Thanks for any comments/ideas/solutions > > Patrick > ___ > 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] Too Many Attachments's file
Hi everyone I use RT since 2004 and I never got any real problem. But now my MySQL database increase way too fast. The problem is that RT stores Attachments file into MySQL. My Attachments table is growing by 1Gb per month. I want to know if a module or any other procedure exist to store Attachment directly on the filesystem instead of MySQL. By storing them on filesystem, I could create a symlink to a dedicated huge hard disk. It will help MySQL a lot in at same time. Maybe someone got this problem and have a better solution ? Thanks for any comments/ideas/solutions Patrick ___ 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] RTFM Line-breaks
Hi, YES, I've Googled, searched, poked and prodded prior to asking this question (although perhaps imperfectly). We recently upgraded to V3.6.6 and legacy RTFM articles we imported by hand I add text with carriage returns and lines between paragraphs, but sentences end up displayed all in a row. Has anyone an idea on how to address this issue? TIA -- Neil Schwartzman Standards & Security Sender Score Certified Return Path Inc. 0142002038 ___ 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] CustomAction Scrips
Hi,
Dear experts, I'm writing my first scrips, and I wanted to know If I'm
heading in the write direction:
When a ticket is created by requestor [EMAIL PROTECTED]; I want joe's
boss to be added autmatically as second requestor:
if( $self->TicketObj->RequestorObj->Id = "[EMAIL PROTECTED]") {
$self->TicketObj->AddRequestor( "[EMAIL PROTECTED] );
}
return( 1 );
Thanks a lot !
Adrien
--
Adrien Laurent
CEO
514 284 2020 x 202
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[rt-users] Disabling the Requirement to Steal a Ticket
RT Version: 3.4.6 OS: RHES4 2.6.9-67.ELsmp In our environment currently, there does seem to be a need to make users steal a ticket before they pass it to another user. So, this just creates an extra unneeded step. If anyone knows how to disable the requirement to steal tickets to re-assign them, I would be very interested. Thank you. Chance Ervin Senior Systems Engineer Intelenet Communications No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 270.2.0/1497 - Release Date: 6/11/2008 8:32 AM ___ 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 and Authentication
On Wed, Jun 11, 2008 at 04:22:06PM +0200, Martin BOULADOUR wrote:
> Hi again,
>
> > The REST interface accepts "user" and "pass" parameters. If you're using
> > Perl, the code will look something like:
> >
> > $mech->post("$baseurl/REST/1.0/search/ticket", [
> > user => "root",
> > pass => "password",
> > query => "queue='foo'",
> > ]);
>
> Is it true for all the REST interface?
>
> When I send a HTTP GET request on a URL like:
>
>
> http://rt.example.com/REST/1.0/search/ticket?query=...&user=root&pass=password
>
> it works, but when I try on another URL like:
>
> http://rt.example.com/REST/1.0/ticket/55?user=root&pass=password
>
> I get a "401 Credentials required" response...
This may be something that was fixed in the upcoming 3.8. Here's what
happens when I do it, using the LWP::Simple module:
$ curl
'http://localhost/REST/1.0/search/ticket?query=id%3e1&user=root&pass=password'
RT/3.7.86 200 Ok
2: yoof
3: fooo
$ curl 'http://localhost/REST/1.0/ticket/1?user=root&pass=password'
RT/3.7.86 200 Ok
id: ticket/1
Queue: General
Owner: root
...
RT (though this may only be 3.8) does send a cookie if you send your
credentials this way, so you should be able to reuse that cookie from
the first request for the second request.
Shawn
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[rt-users] can't have CreateChildTicket working
Hi, I know this has been discussed and solved on this mailing list, but even then I can't figure it out properly, even after reading through all of this thread: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg12072.html The problem for me is that the wiki page lists a lot of solutions and none of them do anything at all for me. So I'll just detail what I tried here and I hope we can build on that. I basically tried two approaches: == ShowBeforeHistory callback == My first attempt was to follow verbatim what was detailed in the wiki page. # cd /usr/local/rt3/share/html/Callbacks/Koumbit/Ticket/Display.html/ # cat > ShowBeforeHistory <& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption => 0, ShowAllQueues => 0 &> <%INIT> <%ARGS> $Ticket => undef $Verbose => 0 $Default => 0 # /usr/local/etc/rc.d/apache2 restart This didn't seem to work, maybe because I didn't put it in the right directory. Putting it in rt3/local/html worked, but created the following error instead: Can't call method "Id" on an undefined value at /usr/local/rt3/local/html/Callbacks/SA/Ticket/Display.html/BeforeShowHistory line 13. == ShowLinks callback == So I tried to put the callback in "showlinks", as was suggested on the mailing list. # cd /usr/local/rt3 # mkdir -p local/html/Callbacks/child/Elements/ # cd local/html/Callbacks/child/Elements/ # cat > ShowLinks <& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption => 0, ShowAllQueues => 0 &> <%INIT> <%ARGS> $Ticket => undef $Verbose => 0 $Default => 0 # /usr/local/etc/rc.d/apache2 restart This doesn't yield anything whatsoever: no error, no output. == Results == For reference, this is FreeBSD 6.3, with Apache 2 + FastCGI / Mason. Note that today I tried the first solution suggested on the wiki page but I also tried, some time ago, the other solutions that would hook into all transactions. Those would also fail to work, but would produce some output/errors. I still didn't get those (more complicated) solutions to work and gave up back then. Now I'm trying to focus on the simpler, less featured solution (I would like to create more than "child" tickets but also dependencies, referals...) Any help very welcome, A. -- We are discreet sheep; we wait to see how the drove is going, and then go with the drove. - Mark Twain signature.asc Description: Digital 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] REST Interface and Authentication
Hi again,
> The REST interface accepts "user" and "pass" parameters. If you're using
> Perl, the code will look something like:
>
> $mech->post("$baseurl/REST/1.0/search/ticket", [
> user => "root",
> pass => "password",
> query => "queue='foo'",
> ]);
Is it true for all the REST interface?
When I send a HTTP GET request on a URL like:
http://rt.example.com/REST/1.0/search/ticket?query=...&user=root&pass=password
it works, but when I try on another URL like:
http://rt.example.com/REST/1.0/ticket/55?user=root&pass=password
I get a "401 Credentials required" response...
I don't understand.
Martin Bouladour
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[rt-users] Packagelist for RT38 on RHEL/Centos/SL 5
Hello! I'm preparing a new ScientificLinux (RHEL clone) 5 machine for RT3.8. I configured the "DAG" and "ATRPMS" repository and tried to get as much as possible from these. I attach a list of rpm packages I installed with yum, and a list of perl tarballs I installed manually. My configuration is: mysql5 postfix ./configure --enable-graphviz --enable-gd --enable-gpgpackages --with-web-handler=modperl2 --with-apachectl The list should be "complete" for any suggestion, corrections or comments I would be very thankful best regards! sven Install Machine without any extra package (minimum) Enable dag and atrpm repository in /etc/yum.repos.d yum clean all yum update rpm -e sendmail yum install gcc httpd mod_perl mysql postfix mysql-server perl-HTML-Mason perl-TermReadKey perl-libwww-perl perl-HTML-Scrubber perl-Class-ReturnValue perl-Text-Quoted perl-Calendar-Simple perl-DBIx-SearchBuilder perl-CSS-Squish perl-Encode perl-Regexp-Common perl-File-ShareDir perl-Cache-Simple-TimedExpiry perl-Locale-Maketext-Lexicon perl-Locale-Maketext-Fuzzy perl-Text-Wrapper perl-File-Temp perl-Log-Dispatch perl-UNIVERSAL-require perl-Tree-Simple perl-Text-Template perl-FCGI perl-PerlIO-eol perl-GnuPG-Interface perl-Text-WikiFormat perl-XML-RSS perl-Apache-Session perl-DBD-MySQL perl-Net-Server perl-HTTP-Server-Simple-Mason perl-MailTools perl-HTML-Parser perl-HTML-Tree perl-Time-modules perl-Convert-BinHex perl-IO-stringy perl-Test-Warn perl-Array-Compare perl-Sub-Uplevel perl-Tree-DAG_Node perl-Test-NoWarnings perl-Test-LongString perl-Class-Accessor perl-Text-vFile-asData perl-Class-Accessor-Chained perl-Test-Pod-Coverage perl-Devel-Symdump perl-Pod-Coverage perl-Test-Pod perl-Pod-Escapes perl-Pod-Simple perl-Font-AFM perl-IPC-Run perl-IPC-Run3 perl-GraphViz audiofile avahi avahi-glib esound gamin gnome-keyring gnome-mime-data gnome-mount gnome-vfs2 graphviz libXaw libbonobo libbonoboui libdaemon libglade2 libgnome libgnomecanvas libgnomeui libtool-ltdl libxslt perl-Parse-RecDescent perl-XML-Twig ruby-libs shared-mime-info tk perl-GD gd pkgconfig perl-GDGraph perl-GDTextUtil perl-Apache-DBI Manually installed: Data::ICal not_in_yum_repo HTML::FormatText not_in_yum_repo Module::Versions::Report not in right version in yum File::Temp yum packages in conflict with perl package MIME::Entity not in right version in yum (perl-MIME-tools) Encode yum packages in conflict with perl package HTTP::Server::Simple not in right version in yum IPC::Run::SafeHandles not in yum CGI not in repo and in conflit with perl package ___ 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 and Authentication
> Your English is fine! Welcome to RT land. :)
Thank you :)
> The REST interface accepts "user" and "pass" parameters. If you're using
> Perl, the code will look something like:
>
> $mech->post("$baseurl/REST/1.0/search/ticket", [
> user => "root",
> pass => "password",
> query => "queue='foo'",
> ]);
That's perfect for me! I just can forget the token things and give the
username and password in every request. It's really easier! I think I
missed this piece of information. Nothing about this way to be identified
by RT is written on this page: http://wiki.bestpractical.com/view/REST .
Thanks!
I will try to do it using HTTPS protocole.
Regards,
Martin Bouladour
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[rt-users] Showing Custom Field in Queue view
RT 3.6.1
Additional statuses are created in RT_config.pm
at the section:
@ActiveStatus = qw(new open testing stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved closed rejected deleted) unless
@InactiveStatus;
- testing and closed are the additional statuses
To make them appear in the web interface check out the files:
"path_to_RT/html/Elements/" Quicksearch and QueueSummary
When looking inside you'll see the sections concerning the ticket
status.
Quicksearch:
<& /Elements/QueueSummary,
cache => 'quick_search_queues',
queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
!exists $unwanted->{$_->Name} },
conditions => [ {cond => "Status = 'new'", name => loc ('new') },
{cond => "Status = 'open'", name => loc ('open') },
{cond => "Status = 'stalled'", name => loc ('stalled') },
{cond => "Status = 'testing'", name => loc ('testing') }] &>
QueueSummary:
% my $i;
% for my $queue (@queues) {
% $i++;
% my $queue_cond = "Queue = '$queue->{Name}' AND ";
% my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new' OR
Status = 'stalled' OR Status = 'testing')";
<%$queue->{Name}%>
The part with testing is an additional status to display
Now you have to change RT at a glance.
- Login as RT administrator.
- At the right of the bar just below "RT at a glance" is a link
"Edit".
- Click on it. A new screen appears.
- Click now on "Current search" at the left just below "RT at a
glance".
- You arrive at "Customize Current Search".
- Click on: You can also edit the predefined search itself: Search -
Current search.
- You will see now the Query Builder. Add the status to the query
and save it at "RT System's saved searches".
It is possible you need to try out this. I had problems getting
it right but suddenly it worked.
Changing the "10 highest priority tickets I own" and "10 newest unowned
tickets" views is similar to the way described here above.
To activate the made changes restart the apache server.
(/etc/init.d/apache2 restart) (Might not be necessary)
These changes are for all queues.
For the closed status no additional changes are made since changing a
ticket to this status will make it invisible anyway.
This status is used with custom scrips to send mail.
In the example below a Global approach is used.
Create first a Global Template:
- Name: StatusChangedToClosed
- Description: Status Changed To Closed
- Content:
RT-Attach-Message: yes
The status of this ticked has changed to closed.
Meaning no more action will be taken on this ticket.
This ticket won't be visible anymore.
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Create then the Global scrip:
- Description: StatusChangedToClosed
- Condition: User Defined
- Action: User Defined
- Template: Global template: StatusChangedToClosed
- Custom condition: return(0) unless (
lc($self->TransactionObj->NewValue) eq "closed" );
- Custom action preparation code:
# Now magically turn myself into a Requestor Notify object...
require RT::Action::Notify; bless($self, 'RT::Action::Notify');
$self->{Argument} = 'Owner, Requestor, Cc, AdminCc';
$self->Prepare;
return 1;
- Custom action cleanup code: "never needed"
To make them active restart the Apache server (/etc/init.d/apache2
restart) (Might not be necessary)
To compile this mini "How to" several Internet sources have been
consulted,
Emmanuel Lacour pointed me in the direction of changing "RT at a glance"
and others, which I should mention but I can't retrieve them anymore.
Thank's to everyone and good luck.
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Re: [rt-users] REST Interface and Authentication
On Wed, Jun 11, 2008 at 11:51:37AM +0200, Martin BOULADOUR wrote:
> Hi everybody,
Hi Martin,
> I'm a new subscriber to this list. I'm french, so don't be too harsh with
> my mistakes. :)
Your English is fine! Welcome to RT land. :)
> The problem is that there is nothing to inform about the result of the
> login action. The HTTP response is the same in both cases (success,
> failure). The only thing that informs about that is the "Not logged in."
> string in the HTML. I think that looking for that string in the HTTP
> response body is a very bad way to know if the returned token is valid or
> not.
We can probably include a header that tells you that login failed.
> Is there another way to do that? Does the REST interface provide something
> to log in? If you do use the REST interface with one of your programmes,
> what do you do to get a valid session token?
The REST interface accepts "user" and "pass" parameters. If you're using
Perl, the code will look something like:
$mech->post("$baseurl/REST/1.0/search/ticket", [
user => "root",
pass => "password",
query => "queue='foo'",
]);
> Best regards,
>
> Martin Bouladour
Shawn
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[rt-users] REST Interface and Authentication
Hi everybody, I'm a new subscriber to this list. I'm french, so don't be too harsh with my mistakes. :) I just don't understand something. I'm writing a little programme that uses the RT REST interface. Every request needs to contain the session-token given by RT at the login, otherwise a "401 Credentials required" status code is returned. However, I didn't find how to get a valid session token from RT using the REST intreface. By now, I simulate a login-form submition by sending a POST request to the root URL of RT Web interface, with the 'user' and 'pass' parameters. It works: a session-token is returned in the "Set-Cookie" HTTP header. But even if the authentication fails (if the username or the password are not correct), RT sends that "Set-Cookie" header back all the same, with a session token. In that case, the session token is invalid and can't be used. The problem is that there is nothing to inform about the result of the login action. The HTTP response is the same in both cases (success, failure). The only thing that informs about that is the "Not logged in." string in the HTML. I think that looking for that string in the HTTP response body is a very bad way to know if the returned token is valid or not. The only alternative is to send a dumb request to the REST interface with the token. If the response body begins with "RT/3.6.1 200 Ok", then the token is valid, else if it begins with "RT/3.6.1 401 Credentials required", then the token is not valid. Is there another way to do that? Does the REST interface provide something to log in? If you do use the REST interface with one of your programmes, what do you do to get a valid session token? The REST page of the wiki says: "The REST Interface does not support HTTP-Authentication. So you must get a valid Session-Token and submit the cookie each request. You usually get a Session-Cookie by submitting the default login form." And nothing more. :( Thanks for your help. Best regards, Martin Bouladour ___ 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] Best Way to Get Customer Requests into RT with Appropriate Requestor
Hi, I believe you can create a rule that does this for you, which you then can apply to the messages in question. However, I would be careful to disable the autoreply scrip in RT first - otherwise all those mails will generate an autoreply to the original requestor, even though their tickets have (hopefully) been closed long time ago ;) Speaking from experience (and own stupidity) here... /Eirik On Jun 11, 2008, at 08:35, Aaron Herskowitz wrote: Ken, Thanks a lot for this response as this is exactly what I was looking for. It took a while to find in Outlook 2007: You have to open the message in a new window by double-clicking on it (it isn't available from the standard view or toolbar), then under "Other Actions" choose "Resend this Message". Aa Aaron Herskowitz, Digital Dwelling Home and Business Technology Solutions www.digitaldwelling.com 510-652-2569 -Original Message- From: Kenneth Marshall [mailto:[EMAIL PROTECTED] Sent: Friday, June 06, 2008 8:31 AM To: Aaron Herskowitz Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor Aaron, If your mail client has the ability to "bounce" a message to the RT E-mail address, it will create the ticket as if the customer had mailed the ticket to RT. That is certainly the easiest process. Cheers, Ken On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote: Basically I am transitioning from handling tickets via email (yuck) to RT (yeah!). It is going to take my customers a while to start defaulting to RT. So for the next month I'd like to be able to enter tickets on their behalf. I've searched through the Wiki, Google and mailing list archives but didn't find what I was looking for. This may be more of a process issue than a technical one, so I was hoping you experienced RT users/admins could help. What is the best (most efficient for me) way to: 1. Put an email from a customer into RT with them as the requestor? 2. Have the "AutogeneratedPassword" (I have this and Self Service working) scrip run so that the customer is assigned a password if they did not exist previously as an RT user? I've tried: a. Entering a new ticket via the web interface, manually entering their email address and pasting the body of their message into the case notes, however for some reason my AutogeneratedPassword scrip doesn't run even though they are a new user. They are getting the standard On Create template sent to them. b. Forwarding the email to RT and then editing the ticket to change the requestor from myself to the customer, however 1) the AutogeneratedPassword scrip doesn't run when you do that, 2) no email is sent to the user to let them know they have a ticket, and 3) I wasn't able to find a "ChangeRequestor" scrip that I could run that would do this. Maybe there are better ways I haven't considered? Thanks for any help, Aaron ___ 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
