[rt-users] Upgrading to 3.8.1 makes RT themeless
Hi, I've been using RT for quite a few years and only just today decided to upgrade my 3.6.5 installation to the newest. Prior to the upgrade, RT was running under a basic 3.6 theme. After I upgraded (which took a while because of the additional Perl module requirements), the login screen became themeless. I'm using Slackware distro under 2.6 kernel. Apache is 2.0.52. Perl 5.8.8. As far as I've seen in the RT_Config.pm, I didn't need to set anything. I've scanned the archives and came up with possible solutions: 1) Browser caching issue. (I deleted my browser's cache, but to no avail.) 2) Mason cache. (I also deleted var/mason/obj's contents, and also to no avail.) 3) Permission issues? I'm not entirely convinced it is a permission issue, but I could be wrong. Is the share/ folder supposed to be owned by rt.rt and with rwx : 755? Browser-wise, Javascript is turned on. No proxies used. I've located the CSS files and they seem to be read ok. (No errors in the Apache logs). I'm quite stumped since the BestPractical Logo is visible so the images *should* appear at least. Can someone point me in the right direction as to what I might be doing wrong? Thanks Edmund [Side Note: I had major trouble with getting Data::ICal installed. The solution to my problem was simply because I didn't have the latest 'required' modules for Data::ICal. While the readme file listed only Classes::Accessosr, Data::ICal also required Test::More, Test::LongString and Test::Warn. After I had installed those and their requirements, Data::ICal finally succeeded in all the tests and was installed properly.] ___ 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] Increasing priority over time
Adam Smith wrote: Can someone point me at some instructions for what needs to run in order to increase priority on jobs in a queue which has a start/end priority set? I'd like jobs to creep up in priority in time over on a particular queue, and I'm sure a Cron job of some description needs to run, but I can't find much information on setting this up! Thanks Hi Adam, I think this will get you started. http://wiki.bestpractical.com/view/UseRtCrontool HTH 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] Increasing priority over time
On 25 Sep 2008, at 09:26, Charles Trevor wrote: I think this will get you started. http://wiki.bestpractical.com/view/UseRtCrontool Thanks all. It seems to be just what I was looking for. Cheers, -- Adam Smith Platform Operations Team Leader Venda, Ltd. [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] Dynamic Signatures
Hi Guys, I am running RT 3.6.4 and I have a very simple question. Is it possible to supply dynamic content in an users signature? i.e. we want to be able to put a link to a website in the users signature that will link to a page that creates a feedback response and we want to be able to include the relevant ticket number in the signature as in: We value your opinion and we would like to hear about your experience with our Support department. Please click here to submit feedback on this support ticket. Where here would be something like http://www.website.com/ticketfeedback?id=123456 (where 123456 would be the number of the RT ticket)? Any help would be greatly appreciated. *** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to [EMAIL PROTECTED] inline: 108092515421410301.gif___ 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] Data::iCal Re: Upgrading to 3.8.1 makes RT themeless
[Side Note: I had major trouble with getting Data::ICal installed. The solution to my problem was simply because I didn't have the latest 'required' modules for Data::ICal. While the readme file listed only Classes::Accessosr, Data::ICal also required Test::More, Test::LongString and Test::Warn. After I had installed those and their requirements, Data::ICal finally succeeded in all the tests and was installed properly.] I see those items listed in the Makefile.PL Can you paste the error you saw? pgpwDYc5SaAUj.pgp Description: 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
[rt-users] Problems to send mail
good afternoon, first of all, sorry by my bad english :( i'll try to explain my problem here: - I have one queue with the following reply address : [EMAIL PROTECTED] - My domain is : @foo.bar When RT try to send a mail message to [EMAIL PROTECTED] i get the following error: [EMAIL PROTECTED]: host smtp.example.com[XXX.XXX.XXX.96] said: 554 5.7.1 [EMAIL PROTECTED]: Relay access denied (in reply to RCPT TO command) My Question: Rt don't work with more than one domain? How can i fix this error? ___ 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] Missing dependencies in RT3.8.1?
Dear Paul. I am currently having the same issue with the graphs not showing. You said Manually installing the GD packages indicated by 3.6.6 fixed the graphs. Can you maybe tell me which packages and how to install them? You help would be really appreciated. Thanks Johann Stander -- View this message in context: http://www.nabble.com/Missing-dependencies-in-RT3.8.1--tp19304295p19673287.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Dynamic Signatures
On Thu, 25 Sep 2008 10:42:09 -0400, Dave Wells [EMAIL PROTECTED] wrote: Hi Guys, I am running RT 3.6.4 and I have a very simple question. Is it possible to supply dynamic content in an users signature? i.e. we want to be able to put a link to a website in the users signature that will link to a page that creates a feedback response and we want to be able to include the relevant ticket number in the signature as in: We value your opinion and we would like to hear about your experience with our Support department. Please click here to submit feedback on this support ticket. Where here would be something like http://www.website.com/ticketfeedback?id=123456 (where 123456 would be the number of the RT ticket)? Any help would be greatly appreciated. Dave, It would be best to address this through templates. See the wiki for examples. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT 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
[rt-users] Missing Cc and AdminCc ticket metadata
Hi All I have followed http://wiki.bestpractical.com/view/Rights to set up my RT support queue. I noticed that when viewing ticket metadata from web interface the People section has fields AdminCCs and CCs empty. As from manual, I added a group of people as AdminCCs. I also added one user as watcher of that queue but that does not change anything. Is this behaviour normal? I also tried in the RT demo http://rt.easter-eggs.org/demos/testing/ adding john.foo as AdminCC watcher to the queue engineering and creating a ticket in that queue as mike.bar, but same behaviour, nothing shows up in the People metadata box. Is this behaviour normal. In fact, probably as a consequence of this, AdminCCs and CCs do not get On Correspond emails. Autoreply works ok, and requestor gets email when creating ticket. so it is not a mailing problem. Can anybody please clarify this? Cheers ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Field positioning/order
hi everyone! i finally got RT up and running the way i want it to, now i'm creating my queues and custom fields for each queues, but i can't help to wonder how i'm supposed to customize the layout of these fields when they show up on ticket creation forms or printed tickets? i would certainly like to be able to group certain items together; for example, contact name, address, phone number etc.. all together, other related info together in the same area, etc... you surely get the idea. it appears to me like the only way to do this is to carefully plan out exactly in which order you create the custom fields so that they appear on the tickets in the order they were created? this is almost impossible, there must be a more granular approach that gives more control over this... :( i don't want my service work order tickets to have customer name at the top, then two unrelated fields, then customer address, then more unrelated fields, then customer phone number... know what i mean? i would like to be able to organize them in the same way the elements of the drop-down select boxes can be organized by assigning them an order value. please help! thanks a lot ppl! Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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] Removing non-custom fields
hi again, i was also wondering if anyone knows how i can get rid of some non-custom fields entirely (or simply not display them at all)? such as the CC: and AdminCC: fields, since i have set up RT not to use email in any shape or form (set it up as a simple ticket tracker instead, without any emailing capabilities).. although i would really like to be able to get rid of those fields on my tickets because they'll be showing up every time i create/print a ticket, when they are actually completely useless. i don't want to start messing with RT's code and break something either.. can someone please offer an alternative, or if not easily feasible, at least some advice as to how to begin/proceed in the coding modification direction? many thanks! Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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-Users Digest, Vol 54, Issue 81
Ryan, I'm stumped. See if you can download RTx-Matrix and use that tool. It is REALLY helpful whaen trying to understand who can do what and why. Kenn LBNL On 9/24/2008 11:01 AM, Ryan Stepalavich wrote: Ok. Give me a sec to plow through your questions. - We don't have RTx-Matrix - She can add/remove/resolve/comment on/etc. all tickets in the queue. Even ones that aren't hers. - She has no global permissions. She has full administrator privileges (We just selected all possible options and hit Submit for testing) to her local queue. - She was not added via RT e-mail. This issue popped up about two weeks ago. She's been using RT since 2006. The logs don't show anything exploding over the past couple of weeks. -Ryan Kenneth Crocker wrote: Ryan, Now you really have my curiosity piqued. I'm usually pretty good on the permissions stuff. Is she able to perform other functions in a queue, like add a comment or reply to an email or even modify a ticket? Also, it would help if you could give me a breakdown of the global and queue-based permissions you have set. DO you have RTx-Matrix? That could also help. Did you add her as a user or was she added automatically by RT via email or something? IF she wasn't added via WebUI, then perhaps the permissions box hasn't been checked. Anyway, let me know this stuff, I'm anxious to figure it out. Kenn LBNL On 9/24/2008 9:12 AM, Ryan Stepalavich wrote: Kenn, She's doing a simple search. Owner = $USER, Status = Open. It's really ANY custom search that she runs. I made sure she cleared out the search window before creating a new one, but that doesn't seem to help any. -Ryan -Ryan, - - -What is the information she is trying to get? If she is trying to pull -a Custom Field from tickets in the queue and she does not have -SeeCustomField for that CF, then it won't work. Permissions are part -of the checks Query goes thru for seeing data. Hope this helps. - -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
Re: [rt-users] Missing Cc and AdminCc ticket metadata
web master, What behavior? All you have mentioned is the Cc and AdminCc field being empty in a ticket. I don't understand what it is you were trying to do that didn't work. Were you trying to see if they got an email from a scrip or IS there a scrip for the action you were doing or what? People don't just automaticallyshow up in the Cc and AdminCc fields of a ticket. Those fields are NOT the same as the Cc and AdminCc WATCHERS for a queue. I'm not even sure if what I am saying has anything to do with your problem because you really haven't identified your problem as far as I can see. I'd like to help, but I need to know what's wrong. Kenn LBNL On 9/25/2008 12:40 PM, web master wrote: Hi All I have followed http://wiki.bestpractical.com/view/Rights to set up my RT support queue. I noticed that when viewing ticket metadata from web interface the People section has fields AdminCCs and CCs empty. As from manual, I added a group of people as AdminCCs. I also added one user as watcher of that queue but that does not change anything. Is this behaviour normal? I also tried in the RT demo http://rt.easter-eggs.org/demos/testing/ adding john.foo as AdminCC watcher to the queue engineering and creating a ticket in that queue as mike.bar, but same behaviour, nothing shows up in the People metadata box. Is this behaviour normal. In fact, probably as a consequence of this, AdminCCs and CCs do not get On Correspond emails. Autoreply works ok, and requestor gets email when creating ticket. so it is not a mailing problem. Can anybody please clarify this? Cheers ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] Ldap authentication *Easy Question
Hi, I'm running 3.8.1 on Ubuntu 8.04 with MySQL, apache2, modperl2 and LDAP. (Had Linux virtual machine running on MS virtual server 2005, but it was a tad slow (no CPU usage though, weird)) My LDAP config uses the Mike Peachey External Auth method, with the hack for 3.8.1. My users are prompted for their username and password (from the RT Self Service page) it uses LDAP to grab their password. It also creates an account when they first email or when I create an account it pulls in the AD info. So LDAP works great. My question is: Can I do more LDAP authentication than I have now? (I think I have LDAP overlay?) Using an MS domain environment, can the site grab the users current credentials and pass them through? IE - pass through authentication? (We do this all the time for IIS sites on our Intranet) Thanks for your help, loving RT so far. (Anxiously awaiting the outbound plaintext to HTML fix ) Also I did have the famed 3.8.1 view a page, prompt for login, view a page, prompt for login. All I did was the re-do the install and it worked. Thanks Ben External Auth: http://wiki.bestpractical.com/view/ExternalAuth 3.8.1 Hacks: http://www.gossamer-threads.com/lists/rt/users/77286 The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. ___ 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
