Re: [rt-users] Charset issues after upgrade to 3.8.1
Hi, I reported the same problem here (but nobody answered): http://lists.bestpractical.com/pipermail/rt-users/2008-August/053512.html I think there is a lack in the mysql upgrade document or in the upgrade script. I did it on a test environment and didn't have time to find out the real solution, so I delayed the migration of the real system. Some more information: - After migration, new entries (for example CF-s) seemed good, even if they have non-ascii characters. - In mysql CLI: show variables like 'c%' shows that everything is utf8 (so this seems good) Any suggestion? Thanks, -- Bekény On Tue, Sep 2, 2008 at 5:28 PM, Emmanuel Lacour [EMAIL PROTECTED]wrote: On Tue, Sep 02, 2008 at 08:14:55AM -0700, F350 wrote: Thanks a lot for your help and time Emmanuel. I updated all the tickets, CF and templates that look corrupted. Next time i'll make sure I do the updates on a test server :) You're welcome :) Using a test server or a test db/rt instance is a must have ;) ___ ___ 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] Editing Comments or Replies
On 2 Sep 2008, at 6:36 pm, Alan Cheng wrote: Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this feature? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. As Helmuth says, you can't do it because that would make the history of the ticket unreliable, which destroys your audit trail. For most sites, the audit trail has to be trustworthy, so that no-one can deny what was said or done. It's not something I'd want to see changed. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ 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] Editing Comments or Replies
On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng [EMAIL PROTECTED] wrote: Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this feature? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. Thanks, Alan Sorry, but I've gotta ask: without disturbing this list's fitness for family viewing, what found its way into your RT instance that shouldn't have? As Helmuth and Tim wrote, the audit trail should not be compromised. ___ 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] Editing Comments or Replies
This RT user of ours used a different open source ticketing system before. That system allows modifications to the Summary (almost equivalent to the email Subject:), Note and Description. With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... Thanks, Alan stretchoutandwait wrote: On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Dear all, Is there a way to edit a comment or reply once it's in a ticket? I understand we can always add another comment but I am just wondering... Are there any specific reasons why we shouldn't have this feature? One of our RT users is asking this question and I would like to see if RT community has any suggestions. Or is there a third-party contribution for this feature? I did a quick search but no match came up. Thanks, Alan Sorry, but I've gotta ask: without disturbing this list's fitness for family viewing, what found its way into your RT instance that shouldn't have? As Helmuth and Tim wrote, the audit trail should not be compromised. ___ 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] Editing Comments or Replies
On Wed, 03 Sep 2008 11:19:15 -0400, stretchoutandwait
[EMAIL PROTECTED] wrote:
On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng [EMAIL PROTECTED] wrote:
Dear all,
Is there a way to edit a comment or reply once it's in a ticket? I
understand we can always add another comment but I am just wondering...
Are there any specific reasons why we shouldn't have this feature?
One of our RT users is asking this question and I would like to see if
RT community has any suggestions. Or is there a third-party
contribution for this feature? I did a quick search but no match came
up.
Thanks,
Alan
Sorry, but I've gotta ask: without disturbing this list's fitness for
family
viewing, what found its way into your RT instance that shouldn't have?
As Helmuth and Tim wrote, the audit trail should not be compromised.
I don't really see a business reason for comments/replies not to be
editable, as long as a record of edits were kept. You can argue that the
content of a reply or comment is data, not an audit trail entry. There are
a bunch of reasons why you might want to edit entries - removing redundant
quoted text, correcting factual errors, or removing anything offensive or
confidential.
Our help desk was very interested in being able to edit comments, but the
thing that made us shy away from implementing this was a cryptic comment
about bad performance implications in the code (Transaction_Overlay.pm),
and the fact that we found acceptable workarounds:
from Transaction_Overlay.pm:
# Transactions don't change. by adding this cache congif directiove, we
don't lose pathalogically on long tickets.
sub _CacheConfig {
{
'cache_p'= 1,
'fast_update_p' = 1,
'cache_for_sec' = 6000,
}
}
Steve
--
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IST
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Re: [rt-users] Editing Comments or Replies
On Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: This RT user of ours used a different open source ticketing system before. That system allows modifications to the Summary (almost equivalent to the email Subject:), Note and Description. With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... Modifying a ticket subject through the UI is of course allowed and logged, there is no RT side effect on doing this. ___ 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] Editing Comments or Replies
Thanks so much! I just found out where to modify the subject and it worked perfectly!!! :) In case someone is looking for the same answer in the future, ticket Subject: can be modified after clicking on The Basics for that ticket. The change is logged. Alan Emmanuel Lacour wrote: On Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: This RT user of ours used a different open source ticketing system before. That system allows modifications to the Summary (almost equivalent to the email Subject:), Note and Description. With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... Modifying a ticket subject through the UI is of course allowed and logged, there is no RT side effect on doing this. ___ 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] Editing Comments or Replies
Sorry, but I've gotta ask: without disturbing this list's fitness for family viewing, what found its way into your RT instance that shouldn't have? I'm not the OP, but one of our customers sent their credit card details to [EMAIL PROTECTED] (who use RT) rather than [EMAIL PROTECTED] (who don't). And all support email gets mirrored to our intranet via hypermail. LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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] Editing Comments or Replies
Erik thank you very much for the suggestion. Definitely another option to use! Alan Peterson, Erik wrote: Thanks so much! I just found out where to modify the subject and it worked perfectly!!! :) In case someone is looking for the same answer in the future, ticket Subject: can be modified after clicking on The Basics for that ticket. The change is logged. You could also set up a custom field for summary which isn¹t tied to a particular transaction, but to an individual ticket. Then it could be modified much as Subject would be. Hope that¹s helpful Erik ___ 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] (no subject)
Hello With RT 3.6.3 at the bottom of each web page where the link to Best Practical is it gives Time to display: How can I get this back in version 3.8.1 Many thanks _ Get more out of the Web. Learn 10 hidden secrets of Windows Live. http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008___ 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] (no subject)
On Wed, Sep 03, 2008 at 05:18:49PM +, Nick Price wrote: Hello With RT 3.6.3 at the bottom of each web page where the link to Best Practical is it gives Time to display: How can I get this back in version 3.8.1 In RT 3.8, it's simply hidden by CSS. A local CSS stylesheet could unhide it. Many thanks _ Get more out of the Web. Learn 10 hidden secrets of Windows Live. http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008 ___ 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] Remove bogus users related tickets
To list, I have a few very old, very bogus (created when we were playing around in prod) users that created some tickets for testing purposes. I checked the database and the only groups the users are in is the UserEquiv type and as creators in some test tickets. I found the tickets and the attachements in the DB (Oracle). I would like to remove the users and have done so before, but they were unprivileged and had no relation to any tickets. This situation is different because they are the creators of some tickets that are of no consequence (test tickets). My list of affected tables is: USERS GROUPS GROUPMEMBERS PRINCIPALS CACHEDGROUPMEMBERS TICKETS ATTACHMENTS Are there any other tables I need be concerned about? I was going to use Shredder, but since I haven't been able to even get Rights Matrix to work (asked for help several times and get no response) in my 3.6.4 session, I'm not too confident I could download shredder and get it to work. This is really a simple delete of these table records based on the INSTANCE, MEMBERID, OBJECTID values that I have for these records, so I'm not too worried as long as I know of all the related tables that need to be changed. Anyone? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket shows up encrypted in GUI
Okay, so it seems that I can send tickets in and out that are properly encrypted. My issue comes from seeing the ticket itself as being encrypted. I turned on debugging and the only red flags I see are these. [Wed Sep 3 18:28:55 2008] [warning]: gpg: WARNING: unsafe permissions on homedir /usr/local/rt-3.8.1/var/data/gpg (/usr/local/rt-3.8.1/ bin/../lib/RT/Crypt/GnuPG.pm:2007) Right now I have the gpg folder and contents owned as apache:apache and all the files are chmoded 600. [Wed Sep 3 18:28:55 2008] [error]: gpg: error reading key: secret key not available (/usr/local/rt-3.8.1/bin/../lib/RT/Crypt/GnuPG.pm:2008) I can only assume the 'secret key' is the key that I set in my RT_SiteConfig.PM which is set properly with looks like this.. Set( %GnuPG, Enable=1, OutgoingMessagesFormat='RFC', AllowEncryptDataInDB=0, '--passphrase'='password', ); Do I need to set this somewhere else? Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT support in France
On Tue, Sep 02, 2008 at 05:33:27PM +0200, Nicolas Chuche wrote: Hello, We will be looking for rt support in France soon. Does best practical has french recommended partners ? Nicolas, Generally, Best Practical provides support to customers around the world. A few of our team never sleep and a few of our team are located outside the US, so we have fairly good coverage outside of US business hours. If you need French-language tech support, that's something we can't really provide. (Unless you want to laugh at our High-school-level French.) Drop me a line off-list and we can get something put together for you. Best, Jesse ___ 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] Editing Comments or Replies
eOn Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: This RT user of ours used a different open source ticketing system before. That system allows modifications to the Summary (almost equivalent to the email Subject:), Note and Description. With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... I claim it shouldn't have any effect except that email messages coming in with just the subject (but no ticket identifier) that could be matched to the ticket's subject field won't be. But I think that feature is only in the more recent RT's. However, what I suggest is a custom summary/checklist text field. In my (old version) of rt, the best I can do is an enter multiple values custom field, which kind of bites for this purpose as it keeps merging all the lines, but yours may operate better. I implemented something similar for roundup's sysadmin tracker a while back. It's useful for keeping things like other ticket/case numbers from vendors, keywords for searching, checklists of open tasks up to date. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111 ___ 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] Information regarding Mason Components and CSS in StyleGuide.pod
Hi Jesse, I was going through StyleGuide and I see that the info for the Mason component style and CSS is not yet given. I am trying to understand the flow of the Mason compnents , CSS for RT and would appreciate it if you (or anyone for that matter) can give me some guidance or resources that you might have for understanding it. I have just started with this project and I have decent knowledge of OO Perl and just started with MASON. Thanks in advance. -Ashish IT Consultant Qualcomm ___ 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
