Re: [rt-users] Ticket display screen layout
On Mon, Sep 29, 2008 at 06:19:38PM -0400, Johann Stander wrote: Hi. Is there anyway to change the layout of the Tickets display screen. We would not like to display dates/links/reminders on this page... Does this required some html code to be change, and where can I find this code or some examples? For Reminders, see '$EnableReminders' in RT_Config.pm. For other thinks, you have to copy the Mason page (share/html/Ticket/Display.html) to local/html/Ticket/, then modify it to comment unwanted thinks. ___ 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] Auto assign of ticket to Open if taken by user
On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote: Hi. I have been trying to figure out to automatically change a ticket status to open as soon as the take button has been selected by a user. All users seems to forget to also click on the Open button after they click the take button which causes reporting problem. Here I made a TakeOpen link by editing html/Ticket/Elements/Tab and modify it like this: before: path = Ticket/Display.html?Action=Takeid= . $id, after: path = Ticket/Display.html?Action=TakeStatus=openid= . $id, ___ 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] Ubuntu RT 3.8 package
Hi, I followed all those steps to install the RT 3.8 on Ubuntu but at the end the RT 3.6 site login page is responding from apache. I have the following line in apache default config file: Include /etc/request-tracker3.6/apache2-modperl2.conf In RT 3.8 how can i specify to apache the RT 3.8 site? Whats the line or configuration i need? TIA, Filipe Portugal -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andrew Ruthven Sent: terça-feira, 30 de Setembro de 2008 4:11 To: Shawn Smith Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ubuntu RT 3.8 package Hi Shawn, I'd suggest just using the Debian packages. It is highly likely that people will continue to package it up. If you have a search in the mailing list archives from last month for the subject Rt3.8 package for debian you'll find some instructions on where to find some prebuilt packages and where to find the required dependencies. There is also soon going to be a version of the 3.8.1 package uploaded to the Debian Experimental repository (not my package, but based on it in part). Cheers! On Mon, 2008-09-29 at 11:52 -0400, Shawn Smith wrote: Hi Benjamin, I really appreciate your advice, but I think it was stressed from my coworkers and boss that I should really use a Debian package for this installation instead of doing it manually. If anyone else would like to chime in and let me know how advantageous it is to use one or the other, I'd appreciate it. On Mon, Sep 29, 2008 at 11:43 AM, Auch, Benjamin [EMAIL PROTECTED] wrote: I've just installed 3.8.1 on several Ubuntu 8.04 (Hardy) boxes. (Including MS Virtual Machine (Performance was pretty slow for me)) The easy way is to follow the 3.6 on Ubuntu 8.04 install guide on wiki.bestpractial.com (make sure it works), then goto the manual install guides and follow those steps to get 3.8.1 installed. Then in your apache2 config, copy the include file to your 3.8 dir and change the paths over to 3.8. BTW, the manual install guide it's that hard at all. Here was my steps for Ubuntu. download source to tmp folder apt-get install build-essential *NEEDED TO COMPILE APP apt-get install mysql-server apt-get install apache2 apt-get install lynx apt-get install ncftp apt-get install libgd2-xpm-dev apt-get install graphviz /usr/bin/perl -MCPAN -e shell *SAY NO install Bundle::CPAN install Bundle::CPAN install GraphViz cd /tmp/rt-3.8.1 ./configure --with-db-type=mysql --enable-graphviz --enable-gd --with-web-handler=modperl2 make testdeps make fixdeps * YES TO ALL Create RT group make install ADDED THIS TO SITECONFIG Set($rtname, 'rt.foo.com'); Set($Organization , foo.com); Set($WebBaseURL , 'https://rt.foo.com'); Set($WebPath , '/rt'); mysql -p GRANT ALL PRIVILEGES ON rt3.* TO 'rt_user'@'localhost' IDENTIFIED BY 'rt_pass'; make initialize-database From:[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Smith Sent: Monday, September 29, 2008 10:06 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Ubuntu RT 3.8 package Hi, we want to move from RT 3.6.6 to RT 3.8 at my work, and we want to use Ubuntu for our new RT server. I've searched around, and I'm pretty sure I even mailed the Ubuntu RT package maintainers, but I haven't gotten a solid answer to when there will be an RT 3.8 package available in the Ubuntu repository. I'm not too familiar with Debian packages yet, but any advice on this subject would be greatly appreciated. Right now I really only know two things about this issue: 1. There is a package in the Ubuntu universe repository called request-tracker3.6 that I have successfully installed on a virtual machine, so if the package did get updated in the future, I could probably just do apt-get upgrade and it would
Re: [rt-users] reall odd apache2 crashes with blank pages
it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue. ___ 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] Mobile interface?
Hi, We're on BlackBerry for mobiles here and wondered if there is a mobile interface for creating tickets logging in etc? For example, something like: http://www.readwriteweb.com/archives/zimbra_mobile_for_the_iphone_2_0.php Thanks, Gavin. ___ 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] Anyone using SSL-encrypted backend mysql calls?
Due to circumstances beyond my control (mgmt), my RT instances will be moved from their present isolated network into the mainstream with other corporate devices. As I don't want any sniffers that *might* exist on the wire to inspect my traffic to/from the database servers, I'm looking at using the SSL encryption feature...but I don't know what incantations need to be used for the front-end RT instance to successfully communicate. If this is explained in a FAQ or manual somewhere, please point me to it. Thanks, in advance... sklutch ___ 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] Anyone using SSL-encrypted backend mysql calls?
How about stunnel? --David [EMAIL PROTECTED] wrote on 09/30/2008 10:23:06 AM: Due to circumstances beyond my control (mgmt), my RT instances will be moved from their present isolated network into the mainstream with other corporate devices. As I don't want any sniffers that *might* exist on the wire to inspect my traffic to/from the database servers, I'm looking at using the SSL encryption feature...but I don't know what incantations need to be used for the front-end RT instance to successfully communicate. If this is explained in a FAQ or manual somewhere, please point me to it. Thanks, in advance... sklutch ___ 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] Ubuntu RT 3.8 package
Hi Racke, The /etc/request-tracker3.8/ doesnt exist. I cant find the apache2-modperl2.conf file in the /opt/rt3/... directories (default installation for RT3.8 package). What am I doing wrong? Where is the apache conf file? TIA, Filipe Portugal -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Stefan Hornburg Sent: terça-feira, 30 de Setembro de 2008 13:17 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ubuntu RT 3.8 package Filipe José Silva Clemente wrote: Hi, I followed all those steps to install the RT 3.8 on Ubuntu but at the end the RT 3.6 site login page is responding from apache. I have the following line in apache default config file: Include /etc/request-tracker3.6/apache2-modperl2.conf In RT 3.8 how can i specify to apache the RT 3.8 site? Whats the line or configuration i need? Try to change this line to Include /etc/request-tracker3.8/apache2-modperl2.conf if you have the Debian packages installed for RT3.8. Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team ___ 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] Anyone using SSL-encrypted backend mysql calls?
David Chandek-Stark david.chandek.stark at duke.edu writes: How about stunnel? --David I've been asked not to use custom software solutions in our corporate environment. *sigh* sklutch ___ 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] Anyone using SSL-encrypted backend mysql calls?
OpenSSL is far from what i'd call a custom software solution lol isn't it like.. the most widely used SSL implementation in the world? stunnel is nothing more than a wrapper allowing you to use it with any protocol. you could always provide them with the source so they can scrutinize at will. push management a little, sometimes they actually give in :) -gabe -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Simon Jester Sent: Tuesday, September 30, 2008 10:09 AM To: [EMAIL PROTECTED] Subject: Re: [rt-users] Anyone using SSL-encrypted backend mysql calls? David Chandek-Stark david.chandek.stark at duke.edu writes: How about stunnel? --David I've been asked not to use custom software solutions in our corporate environment. *sigh* sklutch ___ 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] Ubuntu RT 3.8 package
On Tue, Sep 30, 2008 at 04:03:28PM +0100, Filipe José Silva Clemente wrote: Hi Racke, The /etc/request-tracker3.8/ doesnt exist. I cant find the apache2-modperl2.conf file in the /opt/rt3/... directories (default installation for RT3.8 package). What am I doing wrong? Where is the apache conf file? If you're using the source package, you have to write yourself your apache configuration. You can get help in README for this ;) But also use the 3.6 version that should be close to 3.8 needs. Also, have a look at http://wiki.bestpractical.com/ there is a lot of install guides that may help you in your installation process. ___ 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] Ubuntu RT 3.8 package
Hi Filipe, On Tue, 2008-09-30 at 12:39 +0100, Filipe José Silva Clemente wrote: Hi, I followed all those steps to install the RT 3.8 on Ubuntu but at the end the RT 3.6 site login page is responding from apache. I have the following line in apache default config file: Include /etc/request-tracker3.6/apache2-modperl2.conf In RT 3.8 how can i specify to apache the RT 3.8 site? Whats the line or configuration i need? Easy, change that Include line to be: Include /etc/request-tracker3.8/apache2-modperl2.conf Cheers! -- Andrew Ruthven Wellington, New Zealand At home: [EMAIL PROTECTED] | This space intentionally |left blank. signature.asc 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] Anyone using SSL-encrypted backend mysql calls?
Gabriel Cadieux gcadieux at securetechnologies.ca writes: OpenSSL is far from what i'd call a custom software solution lol push management a little, sometimes they actually give in :) -gabe If it isn't in the begin corpspeak Known support lexicon /end corpspeak, then it's a custom solution and requires singing/dancing/alms/blood to implement. Otoh, if I use an existing capability of the MySQL server and a (hopefully) simple modification to RT it doesn't register on the not from around here meter. wierd breaks are for my posting client's requirements sklutch ___ 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 3.8.1 Keeps requiring a login after search
I have recently upgraded from 3.8.0 to 3.8.1. After the upgrade I am running into a problem where I am forced back to the login screen after virtually every click as soon as I to to the Ticket Search form. I can use the quick search form, but not the full-fledged search. Looking through the rt-devel list it seems like there are at least two others who are seeing the same thing (reference: http://www.gossamer-threads.com/lists/rt/devel/78513 ) I am running Ubuntu Server 8.04. I have tried rolling the install back to the 3.8.0 files and re-applying the upgrade but I got the same results. I have NOT tried restoring the database and re-applying the upgrade as this is a live system and I cannot loose some of the data. I am not seeing anything useful in syslog (w/ RT debug logging to syslog) or in the Apache logs. Thoughts? Any help would be appreciated. Thanks, Dave ___ 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 3.8.1 Keeps requiring a login after search
my similar issue was at every click to anything, not just searching, and was related to storing sessions in the mysql db instead of on the filesys. a quick disable of the db-stored-sessions option in RT's config file fixed it (didn't feel like fixing the actual problem, and the workaround is fine for our environment, so it works for us). good luck :) -gabe -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Dave Royer Sent: Tuesday, September 30, 2008 10:29 AM To: [EMAIL PROTECTED] Subject: [rt-users] RT 3.8.1 Keeps requiring a login after search I have recently upgraded from 3.8.0 to 3.8.1. After the upgrade I am running into a problem where I am forced back to the login screen after virtually every click as soon as I to to the Ticket Search form. I can use the quick search form, but not the full-fledged search. Looking through the rt-devel list it seems like there are at least two others who are seeing the same thing (reference: http://www.gossamer-threads.com/lists/rt/devel/78513 ) I am running Ubuntu Server 8.04. I have tried rolling the install back to the 3.8.0 files and re-applying the upgrade but I got the same results. I have NOT tried restoring the database and re-applying the upgrade as this is a live system and I cannot loose some of the data. I am not seeing anything useful in syslog (w/ RT debug logging to syslog) or in the Apache logs. Thoughts? Any help would be appreciated. Thanks, Dave ___ 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] Displaying requester organization in web interface
Hello I need to display requesters's organization in the web interface. I suspect it can be done with the request constructor, but I have not found how I can add a field in the displayable fields. It seems this can be done by adding a custom field which looks up a web service in which I will provide the right value, but that seems overkill, since the value already exists in RT's database. There must be something simplier. Any hint? -- Emmanuel Dreyfus [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] Displaying requester organization in web interface
On Tue, Sep 30, 2008 at 03:45:20PM +, Emmanuel Dreyfus wrote: I need to display requesters's organization in the web interface. I suspect it can be done with the request constructor, but I have not found how I can add a field in the displayable fields. Oh, and this is RT 3.6.6. -- Emmanuel Dreyfus [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] RT 3.8.1 Keeps requiring a login after search
Gabriel Cadieux wrote: my similar issue was at every click to anything, not just searching, and was related to storing sessions in the mysql db instead of on the filesys. a quick disable of the db-stored-sessions option in RT's config file fixed it (didn't feel like fixing the actual problem, and the workaround is fine for our environment, so it works for us) Thanks for the tip. The same thing seemed to work for me. For anyone else in need, I just added Set($WebSessionClass , 'Apache::Session::File'); to the RT_SiteConfig.pm file. Thanks again for the help. Dave ___ 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] Graphical charts are not available
Hi Benjamin. Thank you for the information. I have installed graphviz, but still not able to the pie and bar charts. Are there any configurations I need to do to RT or the graphviz application? I am not sure that I have enabled graphviz for RT, is that necessary? Thanks Johann From: Auch, Benjamin [mailto:[EMAIL PROTECTED] Sent: Monday, September 29, 2008 11:18 PM To: Helmuth Ramirez; Johann Stander; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Graphical charts are not available For Ubuntu3.8.1 apt-get install graphviz From CPAN: Install GraphViz From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Monday, September 29, 2008 7:26 PM To: Johann Stander; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Graphical charts are not available Are you talking about the Graphs that show ticket relationships? If so, try doing a search for hierarchy view on the archives, you should find a post I put up on how I got it working. I used CentOS, but you'll be looking for the same software anyway. -Original Message- From: [EMAIL PROTECTED] on behalf of Johann Stander Sent: Mon 9/29/2008 6:17 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Graphical charts are not available Hi. I have RT 3.8.1 installed on Ubuntu Server. Since the install we have been unable to get any graphical charts. I have looked a few posts but could not find the required packages that needs to be installed on the Ubuntu server to get this to work. Can somebody maybe provide me with the details of what needs to be installed to the graphics to function. Also are there some configurations that needs to happen in the app or background code to enable this? Thanks Johann Stander 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
Re: [rt-users] Graphical charts are not available
You didn't search... no soup for you! Here's what I did :) http://www.nabble.com/customizing-rt%2C-question-td19005404.html#a190079 92 From: Johann Stander [mailto:[EMAIL PROTECTED] Sent: Tuesday, September 30, 2008 12:43 PM To: Auch, Benjamin; Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Graphical charts are not available Hi Benjamin. Thank you for the information. I have installed graphviz, but still not able to the pie and bar charts. Are there any configurations I need to do to RT or the graphviz application? I am not sure that I have enabled graphviz for RT, is that necessary? Thanks Johann From: Auch, Benjamin [mailto:[EMAIL PROTECTED] Sent: Monday, September 29, 2008 11:18 PM To: Helmuth Ramirez; Johann Stander; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Graphical charts are not available For Ubuntu3.8.1 apt-get install graphviz From CPAN: Install GraphViz From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Monday, September 29, 2008 7:26 PM To: Johann Stander; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Graphical charts are not available Are you talking about the Graphs that show ticket relationships? If so, try doing a search for hierarchy view on the archives, you should find a post I put up on how I got it working. I used CentOS, but you'll be looking for the same software anyway. -Original Message- From: [EMAIL PROTECTED] on behalf of Johann Stander Sent: Mon 9/29/2008 6:17 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Graphical charts are not available Hi. I have RT 3.8.1 installed on Ubuntu Server. Since the install we have been unable to get any graphical charts. I have looked a few posts but could not find the required packages that needs to be installed on the Ubuntu server to get this to work. Can somebody maybe provide me with the details of what needs to be installed to the graphics to function. Also are there some configurations that needs to happen in the app or background code to enable this? Thanks Johann Stander 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
Re: [rt-users] Subject required
I insert this code and it seems to work
# aggiunto
if (($ARGS{'id'} eq 'new') ($ARGS{'Subject'} eq ''))
{
my $msg = 'Ticket creation error: Subject required.';
my $QueueObj = new RT::Queue($session{'CurrentUser'});
$QueueObj-Load($ARGS{'Queue'}) || Abort(loc(Queue could not be loaded.));
my $key = Digest::MD5::md5_hex( rand(1024) );
push @{ $session{Actions}-{$key} ||= [] }, $msg;
$session{'i'}++;
RT::Interface::Web::Redirect( RT-Config-Get('WebURL') .
Ticket/Create.html?Queue= . $QueueObj-id . results= . $key );
}
#fine
thank for suggestions
Marco
- Original Message -
From: David Chandek-Stark
To: Emmanuel Lacour
Cc: rt-users@lists.bestpractical.com ; [EMAIL PROTECTED]
Sent: Monday, September 29, 2008 9:56 PM
Subject: Re: [rt-users] Subject required
I happened to be working on this at the moment b/c the addition of the
WYSIWYG editor in RT 3.8 broke my previous client-side method of requiring a
description in a new ticket. After concluding that the client side methods were
not very sustainable, I decided to try my hand at a server-side validation
method. What I came up with uses the Initial callback of /Ticket/Display.html
(haven't yet looked at the SelfService UI) and appears to work:
%INIT
if ( defined($ARGSRef-{'id'}) ($ARGSRef-{'id'} eq 'new')
defined($ARGSRef-{'Subject'}) ($ARGSRef-{'Subject'} eq '')
) {
my $msg = 'Ticket creation error: Subject required.';
my $QueueObj = new RT::Queue($session{'CurrentUser'});
$QueueObj-Load($ARGSRef-{'Queue'}) || Abort(loc(Queue could not be
loaded.));
my $key = Digest::MD5::md5_hex( rand(1024) );
push @{ $session{Actions}-{$key} ||= [] }, $msg;
$session{'i'}++;
RT::Interface::Web::Redirect( RT-Config-Get('WebURL') .
Ticket/Create.html?Queue= . $QueueObj-id . results= . $key );
}
/%INIT
%ARGS
$ARGSRef
$TicketObj
/%ARGS
Some of this code I copied from /Ticket/Display.html w/o completely
understanding how it works ...
Cheers,
David
[EMAIL PROTECTED] wrote on 09/29/2008 08:43:50 AM:
On Mon, Sep 29, 2008 at 02:38:43PM +0200, Emmanuel Lacour wrote:
On Mon, Sep 29, 2008 at 02:18:09PM +0200, Marco Avvisano wrote:
It's possible in 3.8.1 configure a way to ensure that a ticket
will always
have a Subject?
No, you have to modify RT. I think there is an example at
http://wiki.bestpractical.com/.
http://wiki.bestpractical.com/view/MandatorySubject
___
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
[rt-users] notify by queue change
I try to get a notify mail to all queue members as soon a new ticket comes in. I believe I found it somewhere in the wiki and I created a scrip that notifies AdminCC. Condition: On Queue Change Action: Notify AdminCC Template: Global Template Transaction Stage: TransactionCreate I can see in the message log that it will notify AdminCC since Scrip 18 is the scrip I created, but in my mail.log file of the postfix stays empty. No out going email. Here is the part from the message log: Sep 30 10:18:20 testlinux RT: [EMAIL PROTECTED] #635/8243 - Scrip 18 QueueTransfer (/opt/rt38/bin/../lib/RT/Action/SendEmail.pm:302) Sep 30 10:18:20 testlinux RT: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt38/bin/../lib/RT/Interface/Email.pm:338) Any help would be much appreciated. Robert Keidel ___ 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] notify by queue change
Robert, Who is listed as the Queue AdminCc of the queue the tickets are going to? IF you have a group of privileged users, then list that group in the AdminCc watcher role. If you want the requestors to get that email, then you need to greate another scrip for that queue to Notify Requestors, using the same condition, etc. Hope this helps. Kenn LBNL On 9/30/2008 10:22 AM, Robert Keidel wrote: I try to get a notify mail to all queue members as soon a new ticket comes in. I believe I found it somewhere in the wiki and I created a scrip that notifies AdminCC. Condition: On Queue Change Action: Notify AdminCC Template: Global Template Transaction Stage: TransactionCreate I can see in the message log that it will notify AdminCC since Scrip 18 is the scrip I created, but in my mail.log file of the postfix stays empty. No out going email. Here is the part from the message log: Sep 30 10:18:20 testlinux RT: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] #635/8243 - Scrip 18 QueueTransfer (/opt/rt38/bin/../lib/RT/Action/SendEmail.pm:302) Sep 30 10:18:20 testlinux RT: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt38/bin/../lib/RT/Interface/Email.pm:338) Any help would be much appreciated. Robert Keidel ___ 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] Help in modifying how date is displayed in search results
To list, I need to modify the way dates are displayed in search results. I need to have it just be simply in the /MM/DD format. Right now I am in 3.6.4. However, if this is a simple config change for 3.8 then that will do, as we are going to upgrade soon. But if not, then I need some help in modify the display format. Thanks. 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] notify by queue change
Robert, if the AdminCC is the one who does the queue change, RT will not send him or her an e-mail unless you have NotifyActor set in your RT_Siteconfig file. Regards, Gene At 10:22 AM 9/30/2008, Robert Keidel wrote: I try to get a notify mail to all queue members as soon a new ticket comes in. I believe I found it somewhere in the wiki and I created a scrip that notifies AdminCC. Condition: On Queue Change Action: Notify AdminCC Template: Global Template Transaction Stage: TransactionCreate I can see in the message log that it will notify AdminCC since Scrip 18 is the scrip I created, but in my mail.log file of the postfix stays empty. No out going email. Here is the part from the message log: Sep 30 10:18:20 testlinux RT: mailto:[EMAIL PROTECTED][EMAIL PROTECTED] #635/8243 - Scrip 18 QueueTransfer (/opt/rt38/bin/../lib/RT/Action/SendEmail.pm:302) Sep 30 10:18:20 testlinux RT: mailto:[EMAIL PROTECTED][EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt38/bin/../lib/RT/Interface/Email.pm:338) Any help would be much appreciated. Robert Keidel -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] Help in modifying how date is displayed in search results
On Sep 30, 2008, at 1:47 PM, Kenneth Crocker wrote: I need to modify the way dates are displayed in search results. I need to have it just be simply in the /MM/DD format. Right now I am in 3.6.4. However, if this is a simple config change for 3.8 then that will do, as we are going to upgrade soon. But if not, then I need some help in modify the display format. Thanks. You can have -MM-DD (ISO) be the default in 3.8 with a config option -kevin ___ 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] Anyone using SSL-encrypted backend mysql calls?
Do NOT use mysql SSL in a production environment. Yes, I have done it. No, you do not want to. It can be made to work. It is not stable. You will wake up one day wondering why mysql connections are dying. You will google the error messages and find all sorts of info on MySQL mailing lists showing that many others have the same problem. Then you too will recompile MySQL without SSL support and revert to stunnel. Which you should have done in the first place, as others have already suggested. It is not a custom solution, it's a very common and most excellent tool used for this purpose. On mysql clients, I bind stunnel to 127.0.0.10?. Increment the last digit for each MySQL server your client wants to connect to. On the mysql server, bind MySQL to the loopback IP and stunnel listens on the network interface and proxies the request to it. Matt On Sep 30, 2008, at 7:23 AM, simon jester wrote: Due to circumstances beyond my control (mgmt), my RT instances will be moved from their present isolated network into the mainstream with other corporate devices. As I don't want any sniffers that *might* exist on the wire to inspect my traffic to/from the database servers, I'm looking at using the SSL encryption feature...but I don't know what incantations need to be used for the front-end RT instance to successfully communicate. If this is explained in a FAQ or manual somewhere, please point me to it. Thanks, in advance... sklutch ___ 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] Help in modifying how date is displayed in search results
On Sep 30, 2008, at 2:55 PM, Kenneth Crocker wrote: That's EXCELLENT NEWS!! Man, I was dreading having to find where that code is and change it. I'm glad RT has gotten to the cafeteria style of options on this stuff. I assume that my format choice in the config deals with ALL date fields or can I select which ones? Thanks. The code is actually centralized in ColumnMap (and has been for a while). It won't affect Relative Due but should affect normal dates like Due -kevin On 9/30/2008 11:38 AM, Kevin Falcone wrote: On Sep 30, 2008, at 1:47 PM, Kenneth Crocker wrote: I need to modify the way dates are displayed in search results. I need to have it just be simply in the /MM/DD format. Right now I am in 3.6.4. However, if this is a simple config change for 3.8 then that will do, as we are going to upgrade soon. But if not, then I need some help in modify the display format. Thanks. You can have -MM-DD (ISO) be the default in 3.8 with a config option -kevin ___ 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] Help in modifying how date is displayed in search results
Kevin, Is it available in 3.6.4? Kenn LBNL On 9/30/2008 12:06 PM, Kevin Falcone wrote: On Sep 30, 2008, at 2:55 PM, Kenneth Crocker wrote: That's EXCELLENT NEWS!! Man, I was dreading having to find where that code is and change it. I'm glad RT has gotten to the cafeteria style of options on this stuff. I assume that my format choice in the config deals with ALL date fields or can I select which ones? Thanks. The code is actually centralized in ColumnMap (and has been for a while). It won't affect Relative Due but should affect normal dates like Due -kevin On 9/30/2008 11:38 AM, Kevin Falcone wrote: On Sep 30, 2008, at 1:47 PM, Kenneth Crocker wrote: I need to modify the way dates are displayed in search results. I need to have it just be simply in the /MM/DD format. Right now I am in 3.6.4. However, if this is a simple config change for 3.8 then that will do, as we are going to upgrade soon. But if not, then I need some help in modify the display format. Thanks. You can have -MM-DD (ISO) be the default in 3.8 with a config option -kevin ___ 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
Re: [rt-users] Anyone using SSL-encrypted backend mysql calls?
Matt Simerson matt at corp.spry.com writes: Do NOT use mysql SSL in a production environment. Well, that's emphatic enough...guess that means it's forgiveness vs permission time. :) sklutch ___ 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] Anyone using SSL-encrypted backend mysql calls?
On Tue, 2008-09-30 at 19:39 +, Simon Jester wrote: Matt Simerson matt at corp.spry.com writes: Do NOT use mysql SSL in a production environment. Well, that's emphatic enough...guess that means it's forgiveness vs permission time. :) Public mailing lists is not the best place to announce premeditated policy ignoring. ;) -- Matt Zagrabelny - [EMAIL PROTECTED] - (218) 726 8844 University of Minnesota Duluth Information Technology Systems Services PGP key 1024D/84E22DA2 2005-11-07 Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 He is not a fool who gives up what he cannot keep to gain what he cannot lose. -Jim Elliot signature.asc 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] Anyone using SSL-encrypted backend mysql calls?
ROFL -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Matt Zagrabelny Sent: Tuesday, September 30, 2008 2:42 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Anyone using SSL-encrypted backend mysql calls? On Tue, 2008-09-30 at 19:39 +, Simon Jester wrote: Matt Simerson matt at corp.spry.com writes: Do NOT use mysql SSL in a production environment. Well, that's emphatic enough...guess that means it's forgiveness vs permission time. :) Public mailing lists is not the best place to announce premeditated policy ignoring. ;) -- Matt Zagrabelny - [EMAIL PROTECTED] - (218) 726 8844 University of Minnesota Duluth Information Technology Systems Services PGP key 1024D/84E22DA2 2005-11-07 Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 He is not a fool who gives up what he cannot keep to gain what he cannot lose. -Jim Elliot ___ 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 3.8 - Create New ticket when a requestor send an email with a resolved ticket
Hi, I want RT 3.8 to create a new ticket on a predefined queue when a user reply by email to a resolved ticket. The new ticket must have in the subject Reopen: and the new ID. An email must be sent automatically to the requestor informing the new ID. Does anyone have a script with this functionality? Any links or clues? TIA, Filipe Portugal ___ 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] Add search to RT System's saved searches
Problem: We are trying to create a query which will be displayed on the RT at a glance page globally. This search is being created under RT System's saved searches so that it can be seen by all. In order to figure out how to do this a test search has been created called RT Test. It consists of a simple query: Status = 'new' AND (Queue = 'Queue1') OR Queue = 'Queue2') In order to display this, we've added it to RT at a glance under Configuration-Global-RT at a glance but it results in Predefined search RT Test not found. I've encountered this in the past but was unable to resolve the issue. Ultimately I gave up on the idea. More details: If I add the search to My saved searches I can add it to RT at a glance without issue as Saved Search: RT Test. Only when attempting to make it a system wide search which everyone can see by default does the error occur. I looked at this post to the mailing list: http://www.gossamer-threads.com/lists/rt/users/41225?search_string=add%20search%20to%20at%20a%20glance;#41225 and copied the MyRequests file to RTTest and edited it to read RT Test instead. I then added to index.html /Elements/RTTest/ . This didn't solve the problem. Is this a rights issue? We can't locate any of the rights which would seem to apply. It seems like, as an admin, creating a query under RT System's saved searches should essentially place this in the user realm. We're basing this assumption on the fact that after creating the query, it shows up under the RT at a glance options as an add-able module. Perhaps we're overlooking something important. Can anyone apply some insight to help us out with this? It would be greatly appreciated. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ 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 3.8 - Create New ticket when a requestor send an email with a resolved ticket
Hi Felipe, This sounds interesting. I think I would try stripping the ticket info from the incoming e-mail (subject line and header line) and then forward it to an address set up for the predetermined queue. So... 1. Incoming e-mail triggers the scrip. This is the easy part. 2. Modify the subject line to remove the ticket reference. Not hard to do. 3. Remove the RT-Ticket: header. I don't know how to do this, but I'm sure it can be done. 4. Forward the message to the other queue's address without adding an RT-Ticket: header or putting the ticket info into the subject line. I came up with one way to do the subject line part a while ago (http://wiki.bestpractical.com/view/SendEmail). Blocking the RT-Ticket: header will probably require some digging into RT's code, but it shouldn't be Really Hard if you are comfortable with perl. 5. RT receives the e-mail and creates a new ticket in the other queue. This is the easiest part because it's what RT already does! Not trivial, but you'll learn a lot about RT if you pull it off. Or, if you're lucky, someone else will post a much easier way to do this. Regards, Gene At 03:12 PM 9/30/2008, Filipe José Silva Clemente wrote: Hi, I want RT 3.8 to create a new ticket on a predefined queue when a user reply by email to a resolved ticket. The new ticket must have in the subject Reopen: and the new ID. An email must be sent automatically to the requestor informing the new ID. Does anyone have a script with this functionality? Any links or clues? TIA, Filipe Portugal -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] Bulk update in 3.8
Where is bulk update in 3.8? The book says there's a link at the bottom of the search results page. I have no such link. Grepping the code base, the only place the supposed link text Update multiple tickets appears is in Bulk.html itself... Aha, found the culprit. Alas, the set of search results tabs seems to have changed through time, and the mechanism for callbacks to provide new tabs is not robust. Both the RT tabs, and the plugin tabs share the same namespace. The Timeline module uses tab name j, which clobbers the bulk update :-( -- Cambridge Energy Alliance: Save money the planet ___ 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
