Re: [rt-users] Trouble upgrading to 3.8.1
Kenneth Crocker wrote: To all, The regular guy who has done our installs before is no longer available, so I ended up with this little task. In trying to install 3.8.1, I ran into a couple problems. We do not use the default /opt/rt directory, but a different one. I had instructions to run a configuration module that consisted of: ./configure \ --prefix=//rt/rt-3.8.1 \ --with-mod_perl=yes \ --with-rt-group=rt \ --with-bin-owner=rt \ --with-libs-owner=rt \ --with-libs-group=rt \ --with-db-type=Oracle \ --with-db-host= \ --with-db-dba= \ --with-db-database= \ --with-db-rt-user= \ --with-db-rt-pass= \ --with-web-user=rt \ --with-web-group=rt where '' is really something I can't print. My concern was if something was missing. I got the error message: checking for a BSD-compatible install... ./install-sh -c checking for gawk... no checking for mawk... no checking for nawk... nawk checking for perl... /usr/bin/perl checking for chosen layout... relative checking for gcc... no checking for cc... no checking for cl.exe... no configure: error: no acceptable C compiler found in $PATH See `config.log' for more details. I went ahead and tried to run make testdeps and I got these results: I don't know where this stuff is or why it's missing. Doesn't SearchBuilder come with the installation? If so, why can't it find the latest version? I really do NOT understand this. Can I get some guidence here? Thanks. make testdeps just does that it test for dependancies and prints MISSING if it finds perl modules which are not up to date. Running 'make fixdeps' takes care of updating the required modules, BUT then you'll need a properly configured CPAN and the needed gcc and assorted utils. Please supply your OS as the way to get the required utils varies with the Linux distribution. Just ask if you need help, I have installed RT dozens of times on both Ubuntu and Centos almost always using Oracle as a backend. Joop ___ 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] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail
There is a HUGE warning in RT_Config.pm that you shouldn't edit it but instead copy sections to the RT_SiteConfig.pm. I'm still unsure of even what variable or section I should be editing. Can you give me some pointers? Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: [EMAIL PROTECTED] Web: http://www.blueivy.co.uk -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: 08 October 2008 21:49 To: Paul Broadwith Cc: RT-Users Users Subject: Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail [please keep rt-users CCed] On Oct 8, 2008, at 4:29 PM, Paul Broadwith wrote: Hi Jesse, Thanks for emailing me. Can you be more specific? I have been through the RT_SiteConfig.pm about a dozen times today to see if I can figure out where it is and I am none the wiser. I have it set to 'sendmailpipe' as per the default. Try RT_Config.pm, not RT_SiteConfig.pm. === Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , '-oi -t -ODeliveryMode=b -OErrorMode=m -f[EMAIL PROTECTED]'); Set($SendmailBounceArguments , '-f [EMAIL PROTECTED]'); Set($SendmailPath , /usr/sbin/sendmail); === Mail does go out and in, it just doesn't when CC or BCC addresses are added ... Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: [EMAIL PROTECTED] Web: http://www.blueivy.co.uk -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: 08 October 2008 20:00 To: Paul Broadwith Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail On Wed, Oct 08, 2008 at 04:32:23PM +0100, Paul Broadwith wrote: If I click to Reply to a message in an RT Ticket and add either CC, BCC or both I get the following message immediately returned (obviously I change some names to protect the guilty - they are in uppercase): You've misconfigured RT. Have a look in the RT_Config.pm file. You might want to look for 'Sendmail' -jesse === Your message did not reach some or all of the intended recipients. Subject:[#51] SUBJECT TEXT Sent: 08/10/2008 16:28 The following recipient(s) cannot be reached: 553 List:; syntax illegal for recipient addresses@SERVER.DOMAIN.LOCAL on 08/10/2008 16:28 The format of the e-mail address is incorrect. Check the address, look up the recipient in the Address Book, or contact the recipient directly to find out the correct address. SERVER.DOMAIN.LOCAL #5.1.3 === I was the Requestor which is why I assume I got the message back. I assume if another customer was the Requestor they would get the message back. The /var/log/maillog is: === Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: from=apache, size=1272, class=-60, nrcpts=1, msgid=[EMAIL PROTECTED], [EMAIL PROTECTED] Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: m98FS4jJ011331: DSN: OtherRecipients of COMPANY Ticket #51:;... List:; syntax illegal for recipient addresses === I don't have the experience with RT to have changed anything other than the config file when setting it up. Does anybody have any suggestions? Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: [EMAIL PROTECTED] Web: http://www.blueivy.co.uk -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriel Cadieux Sent: 08 October 2008 16:06 To: Curtis Bruneau; rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages ahh, i get you. indeed, the SSL functionality should work flawlessly now, but we weren't actually *using* it per se, it was just turned on by default. our RT implementation is internal only, and the mysql database is runs on the same host as apache, so there's really no need for it. :) -gabe -Original Message- From: Curtis Bruneau [mailto:[EMAIL PROTECTED] Sent: Wednesday, October 08, 2008 10:03 AM To: Gabriel Cadieux; rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages Understood, just saying you should still be able to use SSL without issues with the fixed driver. Gabriel Cadieux wrote: yes, i understand that, but you have to take into consideration the fact that someone also mentioned disabling SSL altogether slowed their segfaults, and this is exactly what happened when i tried it as well. before i disabled SSL, i was getting several crashes per day, around 8 or so... constantly. this continued for almost a week. after disabling it, it went steady for a couple
Re: [rt-users] Action::EscalatePriority messing up my ticket history
Hi, that doesn't to the trick either I have to stick with EscalatePriority (for various reasons which are beyond the scope of this thread) an there these options are not available. In fact I cannot find any Option there that gives me a hint it might help me out. best regards, Bernd On 9 Oct 2008, at 12:38, Ham MI-ID, Torsten Brumm wrote: Hi Bernd, not sure for EscalatePriority Module, but for the RT::Action::LinearEscalate you can define to not mess um the history: --from the modul: You should prefix options with LinearEscalate_ in the config: Set( $LinearEscalate_RecordTransaction, 1 ); Set( $LinearEscalate_UpdateLastUpdated, 1 ); From a shell you can use the following command: rt-crontool --search RT::Search::FromSQL --search-arg \ (Status='new' OR Status='open' OR Status = 'stalled') \ --action RT::Action::LinearEscalate \ --action-arg RecordTransaction: 1 If i understand this correct, then set both to 0 will disable this. I think this module is doing more or less the same, but in a linear way. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/ Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] ] Im Auftrag von Bernd Kuhlen -WetterOnline- Gesendet: Donnerstag, 9. Oktober 2008 11:21 An: rt-users@lists.bestpractical.com Betreff: [rt-users] Action::EscalatePriority messing up my ticket history Hi everyone, I've set up my rt-crontool like this: 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- search-arg (Status='new' OR Status='open' OR Status = 'stalled') -- action RT::Action::EscalatePriority /dev/null 2/dev/null and it's working fine. But I don't want it to mess up my ticket history. I have tickets starting with a priority of 0 and ending with 100 in some weeks time and every night I get a new entry saying that the ticket priority has changed. These entry are informative if the priority has been manually changed but not if they just trace the linear priority escalation done by a cronjob. So after a couple of weeks I have numerous lines with a ticket-priority changed entry. That's not nice. I'm new to RT and couldn't find anything about this matter by google or in any wiki. best regards, Bernd ___ 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 Mit freundlichen Grüßen Best Regards Bernd Kuhlen Diplom-Meteorologe Diplom-Informatiker (FH) Leitung Systemadministration ___ WetterOnline Meteorologische Dienstleistungen GmbH Am Rheindorfer Ufer 2 D-53117 Bonn Amtsgericht Bonn | HRB Nummer 008664 Geschäftsführer: Dr. Joachim Klaßen Fon: +49 (0) 228 55937-73 Fax: +49 (0) 228 55937-80 Mobil: +49 (0) 177 8214319 E-Mail: [EMAIL PROTECTED] Web: http://www.wetteronline-gmbh.de ___ ___ 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] Approval workflow problem
Hi Andro try to move the line Depended-On-By: TOP out of the Content: ... ENDOFCONTENT block, e.g. move it above the Content: ... line. This should fix the problem. Good luck! On Oct 9, 2008, at 4:18 PM, Andro Wei wrote: Hi all According to the book: RT Essentials page 94. It say : Once an approval is rejected, its original ticket is immediately rejected, and all of its other approvals are rejected as well. I test it in my RT system (version 3.8.1), but in fact RT does not follow the rule mentioned above. When I rejected the approval, RT system just changed the approval ticket' status to Reject, and the original ticket didn't change anything. Because the approval ticket's status setted to Reject, the original ticket didn't depend on the approval, so the original ticket displayed in the queue without approving. I think the action about Approval does not make sense. The original ticket should be rejected automatically. Anyone had the same problem?? And how did you solve it? Thanks!! ___ 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 best wishes sunnavy ___ 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] Trouble upgrading to 3.8.1
On Wed, 08 Oct 2008 17:46:36 -0400, Kenneth Crocker [EMAIL PROTECTED] wrote: where '' is really something I can't print. It's not the 'F' word is it? ;) As Phillip mentioned you need to install or have a gcc or cc compiler in your path when you do the install. What OS are you using? Most Unix Linux flavors come with a compiler. Is this a new machine or are you installing on a machine that RT has been installed on before? I went ahead and tried to run make testdeps and I got these results: /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite --with-fastcgi RT has a lot of dependencies on various Perl modules found on CPAN. The 'make fixdeps' step of the install will download and install them for you. You might have to do that multiple times until 'make testdeps' shows that there's nothing missing. You don;t need to supply any additional args to 'make testdeps' and 'make fixdeps'. Reading through the 'README' and 'README.Oracle' docs that come with the software should help you figure all this out. 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
Re: [rt-users] Action::EscalatePriority messing up my ticket history
Hi Bernd, not sure for EscalatePriority Module, but for the RT::Action::LinearEscalate you can define to not mess um the history: --from the modul: You should prefix options with LinearEscalate_ in the config: Set( $LinearEscalate_RecordTransaction, 1 ); Set( $LinearEscalate_UpdateLastUpdated, 1 ); From a shell you can use the following command: rt-crontool --search RT::Search::FromSQL --search-arg \ (Status='new' OR Status='open' OR Status = 'stalled') \ --action RT::Action::LinearEscalate \ --action-arg RecordTransaction: 1 If i understand this correct, then set both to 0 will disable this. I think this module is doing more or less the same, but in a linear way. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Bernd Kuhlen -WetterOnline- Gesendet: Donnerstag, 9. Oktober 2008 11:21 An: rt-users@lists.bestpractical.com Betreff: [rt-users] Action::EscalatePriority messing up my ticket history Hi everyone, I've set up my rt-crontool like this: 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- search-arg (Status='new' OR Status='open' OR Status = 'stalled') -- action RT::Action::EscalatePriority /dev/null 2/dev/null and it's working fine. But I don't want it to mess up my ticket history. I have tickets starting with a priority of 0 and ending with 100 in some weeks time and every night I get a new entry saying that the ticket priority has changed. These entry are informative if the priority has been manually changed but not if they just trace the linear priority escalation done by a cronjob. So after a couple of weeks I have numerous lines with a ticket-priority changed entry. That's not nice. I'm new to RT and couldn't find anything about this matter by google or in any wiki. best regards, Bernd ___ 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] Action::EscalatePriority messing up my ticket history
Dear Alex, Dear List,
thanks for your quick response. I should add that I'm using RT-3.8.1
on FreeBSD6.3/amd64 (which I forgot in my first mail).
I did the following (which didn't quite help me):
mkdir -p Callbacks/MyCallbacks/Ticket/Elements/ShowHistory in my rt-
root/local/html/Ticket directory. The whole directory Callbacks
hadn't existed beforehand.
Into the file SkipTransaction I dumped the following:
%init
$$skip = 1 if (($_SkipSystemMessages) ($Transaction-Creator eq
1));
/%init
%args
$Transaction = undef
$skip = undef
$_SkipSystemMessages = undef
/%args
Then in my Display.html I changed this block
/Ticket/Elements/ShowHistory ,
Ticket = $TicketObj,
Tickets = $Tickets,
Collapsed = $ARGS{'Collapsed'},
ShowHeaders = $ARGS{'ShowHeaders'},
Attachments = $attachments,
AttachmentContent = $attachment_content,
_SkipSystemMessages = !0- that's what I added
I must confess I don't have a clue what this code is doing I'm not a
programmer. The only thing I know: my ticket history is still being
messed up with priority-change entries.
I'm wondering if I could fix my problem by simply denying any existing
rights for the user doing the cron job. Of course the Right
ModifyTicket is needed but maybe there's some right for tracing
changes in the history ?
best regards,
Bernd
On 9 Oct 2008, at 11:29, Alex Young wrote:
I set RT to hide some of the history using this:
http://wiki.bestpractical.com/view/HideTransactions
All I have done is set it to hide the history of the RT_System user
and
the user I have setup to escalate the tickets. You can still see their
entries on the history page, just not in anoy of the other pages.
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Bernd
Kuhlen -WetterOnline-
Sent: 09 October 2008 10:21
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Action::EscalatePriority messing up my ticket
history
Hi everyone,
I've set up my rt-crontool like this:
0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL --
search-arg (Status='new' OR Status='open' OR Status = 'stalled') --
action RT::Action::EscalatePriority /dev/null 2/dev/null
and it's working fine. But I don't want it to mess up my ticket
history. I have tickets starting with a priority of 0 and ending with
100 in some weeks time and every night I get a new entry saying that
the ticket priority has changed. These entry are informative if the
priority has been manually changed but not if they just trace the
linear priority escalation done by a cronjob. So after a couple of
weeks I have numerous lines with a ticket-priority changed entry.
That's not nice.
I'm new to RT and couldn't find anything about this matter by google
or in any wiki.
best regards,
Bernd
___
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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
Mit freundlichen Grüßen
Best Regards
Bernd Kuhlen
Diplom-Meteorologe
Diplom-Informatiker (FH)
Leitung Systemadministration
___
WetterOnline
Meteorologische Dienstleistungen GmbH
Am Rheindorfer Ufer 2
D-53117 Bonn
Amtsgericht Bonn | HRB Nummer 008664
Geschäftsführer: Dr. Joachim Klaßen
Fon: +49 (0) 228 55937-73
Fax: +49 (0) 228 55937-80
Mobil: +49 (0) 177 8214319
E-Mail: [EMAIL PROTECTED]
Web: http://www.wetteronline-gmbh.de
___
___
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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] Action::EscalatePriority messing up my ticket history
Hi Alex,
I think I know the core of my problem. The whole directory ./Callbacks/
MyCallbacks hasn't existed before so I just made a mkdir to have
it in my directory-tree.
But the RT doesn't know about the existence of this directory (it's
not configured anywhere). That's why it's not working out, I guess.
I have a file called ShowHistory in my rt-root/html/Ticket/
Elements/ShowHistory. I'm pretty sure somewhere within this file I
have to do the changes
I dump it for you (in case you have the time, please feel free just to
skip this mail if you're busy ..)
%perl
if ($ShowDisplayModes or $ShowTitle) {
my $title = $ShowTitle
? loc('History')
: 'nbsp;';
my $titleright;
if ($ShowDisplayModes) {
$titleright = '';
if ($ShowHeaders) {
$titleright .= qq{a href=$URIFile?id=} .
$Ticket-id.qq{} .
loc(Brief headers) .
qq{/a mdash; };
$titleright .= q[span class=selected] . loc(Full
headers) . /span;
}
else {
$titleright .= q[span class=selected] . loc(Brief
headers) . /span mdash; ;
$titleright .= qq{a href=$URIFile?ShowHeaders=1;id=} .
$Ticket-id.qq{} .
loc(Full headers) .
qq{/a};
}
}
/%perl
div class=history
/Widgets/TitleBoxStart, title = $title, titleright_raw =
$titleright
% }
div id=ticket-history
%perl
my @attachments = @{$Attachments-ItemsArrayRef()};
my @attachment_content = @{$AttachmentContent-ItemsArrayRef()};
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
$m-callback(
%ARGS,
Transaction = $Transaction,
skip = \$skip,
CallbackName = 'SkipTransaction',
);
next if $skip;
$i++;
my @trans_attachments = grep { $_-TransactionId == $Transaction-
Id } @attachments;
my $trans_content = {};
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
my $IsLastTransaction = 0;
if ( $OldestFirst ) {
$IsLastTransaction = $Transactions-IsLast;
} else {
$IsLastTransaction = 1 if ( $i == 1 );
}
#Args is first because we're clobbering the Attachments parameter
$m-comp( 'ShowTransaction',
%ARGS,
Ticket = $Ticket,
Transaction = $Transaction,
ShowHeaders = $ShowHeaders,
RowNum = $i,
Attachments = [EMAIL PROTECTED],
AttachmentContent= $trans_content,
LastTransaction = $IsLastTransaction
);
# manually flush the content buffer after each txn, so the user sees
# some update
$m-flush_buffer();
}
/%perl
/div
% if ($ShowDisplayModes or $ShowTitle) {
/Widgets/TitleBoxEnd
% }
/div
%INIT
my $Transactions = new RT::Transactions($session{'CurrentUser'});
if ($Tickets) {
while (my $t = $Tickets-Next) {
$Transactions-LimitToTicket($t-id);
}
} else {
$Transactions = $Ticket-Transactions;
}
my $OldestFirst = RT-Config-Get( 'OldestTransactionsFirst',
$session{'CurrentUser'} );
my $SortOrder = $OldestFirst? 'ASC': 'DESC';
$Transactions-OrderByCols( { FIELD = 'Created',
ORDER = $SortOrder },
{ FIELD = 'id',
ORDER = $SortOrder },
);
my $i;
$Attachments ||= $m-comp('/Ticket/Elements/FindAttachments', Ticket
= $Ticket, Tickets = $Tickets || undef);
$AttachmentContent ||= $m-comp('/Ticket/Elements/
LoadTextAttachments', Ticket = $Ticket);
/%INIT
%ARGS
$URIFile = RT-Config-Get('WebPath')./Ticket/Display.html
$Ticket = undef
$Tickets = undef
$Attachments = undef
$AttachmentContent = undef
$ShowHeaders = undef
$ShowTitle = 1
$ShowDisplayModes = 1
$WarnUnsigned = undef
/%ARGS
On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote:
thanks a lot.
I'll check this out.
On 9 Oct 2008, at 14:39, Alex Young wrote:
Here is a copy of my file
/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/
ShowHistory/SkipTransaction
%init
$$skip = 1 if (($_SkipSystemMessages) ($Transaction-Creator
eq 1 | $Transaction-Creator eq 12));
/%init
%args
$Transaction = undef
$skip = undef
$_SkipSystemMessages = undef
/%args
Creator ID 1 is RT_System, which pops up when you send emails out
and other systems.
Creator ID 12 is the linux/RT user which runs the escelate job.
All it is doing is seeing who created the transaction, and if its
user number 1 or 12, it skips it.
You will need ot find out the user ID number for the user running
the escelate job. You can od this by looking in the user list. The
nuber to the left is the number you would want to put into the
Creator eq XX bit of the code.
From: Bernd
Re: [rt-users] Action::EscalatePriority messing up my ticket history
All I ever do is mkdir each directly that is needed by a script. I never
edit anything into the /opt/rt3/share/ folder. I always copy the
files I want to edit from there to /opt/rt3/local/
Check out Using the 'local' directory here:
http://wiki.bestpractical.com/view/CleanlyCustomizeRT
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Bernd
Kuhlen -WetterOnline-
Sent: 09 October 2008 14:10
To: Bernd Kuhlen -WetterOnline-; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Action::EscalatePriority messing up my ticket
history
Hi Alex,
I think I know the core of my problem. The whole directory
./Callbacks/MyCallbacks hasn't existed before so I just made a
mkdir to have it in my directory-tree.
But the RT doesn't know about the existence of this directory (it's not
configured anywhere). That's why it's not working out, I guess.
I have a file called ShowHistory in my
rt-root/html/Ticket/Elements/ShowHistory. I'm pretty sure somewhere
within this file I have to do the changes
I dump it for you (in case you have the time, please feel free just to
skip this mail if you're busy ..)
%perl
if ($ShowDisplayModes or $ShowTitle) {
my $title = $ShowTitle
? loc('History')
: 'nbsp;';
my $titleright;
if ($ShowDisplayModes) {
$titleright = '';
if ($ShowHeaders) {
$titleright .= qq{a href=$URIFile?id=} .
$Ticket-id.qq{} .
loc(Brief headers) .
qq{/a mdash; };
$titleright .= q[span class=selected] . loc(Full
headers) . /span;
}
else {
$titleright .= q[span class=selected] . loc(Brief
headers) . /span mdash; ;
$titleright .= qq{a href=$URIFile?ShowHeaders=1;id=} .
$Ticket-id.qq{} .
loc(Full headers) .
qq{/a};
}
}
/%perl
div class=history
/Widgets/TitleBoxStart, title = $title, titleright_raw =
$titleright
% }
div id=ticket-history
%perl
my @attachments = @{$Attachments-ItemsArrayRef()};
my @attachment_content = @{$AttachmentContent-ItemsArrayRef()};
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
$m-callback(
%ARGS,
Transaction = $Transaction,
skip = \$skip,
CallbackName = 'SkipTransaction',
);
next if $skip;
$i++;
my @trans_attachments = grep { $_-TransactionId == $Transaction-Id
} @attachments;
my $trans_content = {};
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
my $IsLastTransaction = 0;
if ( $OldestFirst ) {
$IsLastTransaction = $Transactions-IsLast;
} else {
$IsLastTransaction = 1 if ( $i == 1 );
}
#Args is first because we're clobbering the Attachments parameter
$m-comp( 'ShowTransaction',
%ARGS,
Ticket = $Ticket,
Transaction = $Transaction,
ShowHeaders = $ShowHeaders,
RowNum = $i,
Attachments = [EMAIL PROTECTED],
AttachmentContent= $trans_content,
LastTransaction = $IsLastTransaction
);
# manually flush the content buffer after each txn, so the user sees
# some update
$m-flush_buffer();
}
/%perl
/div
% if ($ShowDisplayModes or $ShowTitle) {
/Widgets/TitleBoxEnd
% }
/div
%INIT
my $Transactions = new RT::Transactions($session{'CurrentUser'});
if ($Tickets) {
while (my $t = $Tickets-Next) {
$Transactions-LimitToTicket($t-id);
}
} else {
$Transactions = $Ticket-Transactions;
}
my $OldestFirst = RT-Config-Get( 'OldestTransactionsFirst',
$session{'CurrentUser'} );
my $SortOrder = $OldestFirst? 'ASC': 'DESC';
$Transactions-OrderByCols( { FIELD = 'Created',
ORDER = $SortOrder },
{ FIELD = 'id',
ORDER = $SortOrder },
);
my $i;
$Attachments ||= $m-comp('/Ticket/Elements/FindAttachments', Ticket =
$Ticket, Tickets = $Tickets || undef);
$AttachmentContent ||= $m-comp('/Ticket/Elements/LoadTextAttachments',
Ticket = $Ticket);
/%INIT
%ARGS
$URIFile = RT-Config-Get('WebPath')./Ticket/Display.html
$Ticket = undef
$Tickets = undef
$Attachments = undef
$AttachmentContent = undef
$ShowHeaders = undef
$ShowTitle = 1
$ShowDisplayModes = 1
$WarnUnsigned = undef
/%ARGS
On 9 Oct 2008, at 14:43, Bernd Kuhlen -WetterOnline- wrote:
thanks a lot.
I'll check this out.
On 9 Oct 2008, at 14:39, Alex Young wrote:
Here is a copy of my file
Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail
Paul Broadwith wrote: There is a HUGE warning in RT_Config.pm that you shouldn't edit it but instead copy sections to the RT_SiteConfig.pm. I'm still unsure of even what variable or section I should be editing. Can you give me some pointers? I think Jesse is referring to the fact that using FriendlyNameFrom/To isn't supported when your mailagent is Sendmail. I tried that a couple of weeks ago also and the result was that no email went out, thankfully it was on a test instance ;-) Joop ___ 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] scrip to setting due date back to unset
Hey, My queustion is the following. I have a queue where the default for the due date is set to 7 days. I have different scrips that set the due date to either 1 or 14 if the subject contains certain key words. As I understand RT, as soon as a ticket comes in the defaults in the basics will be set and if there are different matching scrips they change the wished values like due date. So what do I have to do to unset the due date? This is the part of the scrip I use to set it to 1 day: my $duedate = RT::Date-new($RT::SystemUser); $duedate-Set(Format='unknown', Value='1 days'); $self-TicketObj-SetDue($duedate-ISO); Thanks for your help. Violetta -- creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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] Action::EscalatePriority messing up my ticket history
Hi everyone, I've set up my rt-crontool like this: 0 1 * * * /usr/local/bin/rt-crontool --search RT::Search::FromSQL -- search-arg (Status='new' OR Status='open' OR Status = 'stalled') -- action RT::Action::EscalatePriority /dev/null 2/dev/null and it's working fine. But I don't want it to mess up my ticket history. I have tickets starting with a priority of 0 and ending with 100 in some weeks time and every night I get a new entry saying that the ticket priority has changed. These entry are informative if the priority has been manually changed but not if they just trace the linear priority escalation done by a cronjob. So after a couple of weeks I have numerous lines with a ticket-priority changed entry. That's not nice. I'm new to RT and couldn't find anything about this matter by google or in any wiki. best regards, Bernd ___ 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] Trouble upgrading to 3.8.1 (Kenneth Crocker)
Hi Kenneth, I wrote a howto on installing RT on a Debian box that might help. http://rtvm.tehcorner.com/rt38/ [EMAIL PROTECTED] wrote: Send RT-Users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of RT-Users digest... Today's Topics: 1. Trouble upgrading to 3.8.1 (Kenneth Crocker) 2. Re: RT 3.8.: Customize RT at a glance (Sean McCreadie) 3. Re: RT 3.8.: Customize RT at a glance (Sean McCreadie) -- Message: 1 Date: Wed, 08 Oct 2008 14:46:36 -0700 From: Kenneth Crocker [EMAIL PROTECTED] Subject: [rt-users] Trouble upgrading to 3.8.1 To: rt Users rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=ISO-8859-1; format=flowed To all, The regular guy who has done our installs before is no longer available, so I ended up with this little task. In trying to install 3.8.1, I ran into a couple problems. We do not use the default /opt/rt directory, but a different one. I had instructions to run a configuration module that consisted of: ./configure \ --prefix=//rt/rt-3.8.1 \ --with-mod_perl=yes \ --with-rt-group=rt \ --with-bin-owner=rt \ --with-libs-owner=rt \ --with-libs-group=rt \ --with-db-type=Oracle \ --with-db-host= \ --with-db-dba= \ --with-db-database= \ --with-db-rt-user= \ --with-db-rt-pass= \ --with-web-user=rt \ --with-web-group=rt where '' is really something I can't print. My concern was if something was missing. I got the error message: checking for a BSD-compatible install... ./install-sh -c checking for gawk... no checking for mawk... no checking for nawk... nawk checking for perl... /usr/bin/perl checking for chosen layout... relative checking for gcc... no checking for cc... no checking for cl.exe... no configure: error: no acceptable C compiler found in $PATH See `config.log' for more details. I went ahead and tried to run make testdeps and I got these results: /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite --with-fastcgi perl: =5.8.3(5.8.5)...found users: rt group (www)...MISSING bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...MISSING web group (www)...MISSING CLI dependencies: Term::ReadKey...found Getopt::Long = 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue = 0.40...found Text::Quoted = 2.02...found CSS::Squish = 0.06...MISSING Encode = 2.13...MISSING Encode version 2.13 required--this is only version 2.01 Module::Versions::Report = 1.05...MISSING Module::Versions::Report version 1.05 required--this is only version 1.03 MIME::Entity = 5.425...MISSING MIME::Entity version 5.425 required--this is only version 5.417 DBI = 1.37...found Locale::Maketext::Lexicon = 0.32...found Devel::StackTrace = 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 Digest::base...found Time::ParseDate...found File::Temp = 0.18...MISSING File::Temp version 0.18 required--this is only version 0.16 Locale::Maketext = 1.06...found Tree::Simple = 1.04...found Text::Template...found Scalar::Util...found HTML::Scrubber = 0.08...found File::Spec = 0.8...found Calendar::Simple...found DBIx::SearchBuilder = 1.54...MISSING DBIx::SearchBuilder version 1.54 required--this is only version 1.49 Mail::Mailer = 1.57...found File::ShareDir...MISSING Regexp::Common...found Digest::MD5 = 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch = 2.0...found UNIVERSAL::require...found Email::Address...MISSING DASHBOARDS dependencies: HTML::RewriteAttributes = 0.02...MISSING
[rt-users] General Question - Queue Management
Dear RT users, I am wondering if there is a way to organize tickets in a queue. For example, we may have a queue called system administration. But I would like to sort tickets and put them into sub-categories like Email, DNS, DHCP, LDAP, DB. Is this possible? Any suggestions or comments are very appreciated. Thanks, Alan ___ 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] General Question - Queue Management
On Thu, Oct 9, 2008 at 12:06, Alan Cheng [EMAIL PROTECTED] wrote: Dear RT users, I am wondering if there is a way to organize tickets in a queue. For example, we may have a queue called system administration. But I would like to sort tickets and put them into sub-categories like Email, DNS, DHCP, LDAP, DB. Yes. If you do not want to make more queues, try my RTx::Tags plugin on CPAN. You can then tag messages in your sysadmin queue with DNS, etc. and search for them... -- 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
[rt-users] Corrupted attachment issue - RT 3.8.1
I am having the problem with corrupted attachments after upgrading to 3.8/3.8.1 I am using mysql 4.1.18 Here are my char_set variables: mysql show variables like 'c%'; +--++ | Variable_name| Value | +--++ | character_set_client | latin1 | | character_set_connection | latin1 | | character_set_database | utf8 | | character_set_results| latin1 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | | collation_connection | latin1_swedish_ci | | collation_database | utf8_general_ci| | collation_server | utf8_general_ci| | concurrent_insert| ON | | connect_timeout | 5 | +--++ 12 rows in set (0.00 sec) I have run perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass sql.queries with the output attached as sql.queries I have then run mysql -u root -p rt3 sql.queries with the output of : rt3.Groups.Instance has type VARCHAR however mapping is missing. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Thank you sql.queries Description: sql.queries ___ 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] Corrupted attachment issue - RT 3.8.1
I am having the problem with corrupted attachments after upgrading to 3.8/3.8.1 I am using mysql 4.1.18 Here are my char_set variables: mysql show variables like 'c%'; +--++ | Variable_name| Value | +--++ | character_set_client | latin1 | | character_set_connection | latin1 | | character_set_database | utf8 | | character_set_results| latin1 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | | collation_connection | latin1_swedish_ci | | collation_database | utf8_general_ci| | collation_server | utf8_general_ci| | concurrent_insert| ON | | connect_timeout | 5 | +--++ 12 rows in set (0.00 sec) I have run perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass sql.queries with the output attached as sql.queries I have then run mysql -u root -p rt3 sql.queries with the output of : rt3.Groups.Instance has type VARCHAR however mapping is missing. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Use of uninitialized value in numeric gt () at etc/upgrade/schema.mysql-4.0-4.1.pl line 310. Thank you sql.queries Description: sql.queries ___ 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] General Question - Queue Management
Sure - you can use a queue custom field for this. Yes, and to clarify, that is what RTX::Tags has you do. It then provides some helpful tools for interacting with that field. In the near future I'll be adding an optional RT at a glance nodelet for the tags, and may let users select the queues for which they wish to display tag clouds. -- 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
Re: [rt-users] Trouble upgrading to 3.8.1
Stephen, Very funny HA! No, it's not the F word. I didn't want to give out any company-specific directory names so I wouldn't get in trouble. This is an Upgrade from 3.6.4. on a Unix/Solaris machine and the DB is Oracle 10g. I DID read the README and README.Oracle files and some of it made sense, some of it was Greek. I guess I was just surprised that an install package would tell me I needed a later version of something I thought was already in the package. I don't understand why it would say it or even how the install package could be missing things that the 'testdeps' would find. In other words, my question is also, Why isn't the latest of everything included in the install package? But I think I understand now that the install package doesn't contain all the software. It contains the ability to check for the software and the 'fixdeps' will oad what is needed. That helps the understanding a bit. Any clues as to why the C compiler is needed? Thanks. Kenn LBNL On 10/9/2008 6:01 AM, Stephen Turner wrote: On Wed, 08 Oct 2008 17:46:36 -0400, Kenneth Crocker [EMAIL PROTECTED] wrote: where '' is really something I can't print. It's not the 'F' word is it? ;) As Phillip mentioned you need to install or have a gcc or cc compiler in your path when you do the install. What OS are you using? Most Unix Linux flavors come with a compiler. Is this a new machine or are you installing on a machine that RT has been installed on before? I went ahead and tried to run make testdeps and I got these results: /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite --with-fastcgi RT has a lot of dependencies on various Perl modules found on CPAN. The 'make fixdeps' step of the install will download and install them for you. You might have to do that multiple times until 'make testdeps' shows that there's nothing missing. You don;t need to supply any additional args to 'make testdeps' and 'make fixdeps'. Reading through the 'README' and 'README.Oracle' docs that come with the software should help you figure all this out. Steve ___ 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] Trouble upgrading to 3.8.1
Joop, Thank you very much. I'm sure with Stephen and you and Philip and others, I'll get thru this little drama (URG!). I'm such an ignoramous in this server world. I've been in this business 40 years (yes, I really DID wire collators and sorters) and most of it was spent in front of a dumb terminal. I think only Gene LeDuc on the list remembers what those are (he he, yes. I just 'outed' him as being as old as I am in this business). So, my experience with Unix and Perl and all of that server stuff is quite limited. I'm more of a project leader now. But with limited staff, I'm now back to rolling up my sleeves and trying to understand how all this works so I can do it. So, thanks for your help, really. We are on a Solaris machine, Oracle 10g DB. I'm not sure why the 'C' compiler is necessaqry, as I am trying to install this upgrade ona machine we already installed 3.6.4 on. Any help is greatly appreciated. Kenn LBNL On 10/9/2008 12:07 AM, Joop wrote: Kenneth Crocker wrote: To all, The regular guy who has done our installs before is no longer available, so I ended up with this little task. In trying to install 3.8.1, I ran into a couple problems. We do not use the default /opt/rt directory, but a different one. I had instructions to run a configuration module that consisted of: ./configure \ --prefix=//rt/rt-3.8.1 \ --with-mod_perl=yes \ --with-rt-group=rt \ --with-bin-owner=rt \ --with-libs-owner=rt \ --with-libs-group=rt \ --with-db-type=Oracle \ --with-db-host= \ --with-db-dba= \ --with-db-database= \ --with-db-rt-user= \ --with-db-rt-pass= \ --with-web-user=rt \ --with-web-group=rt where '' is really something I can't print. My concern was if something was missing. I got the error message: checking for a BSD-compatible install... ./install-sh -c checking for gawk... no checking for mawk... no checking for nawk... nawk checking for perl... /usr/bin/perl checking for chosen layout... relative checking for gcc... no checking for cc... no checking for cl.exe... no configure: error: no acceptable C compiler found in $PATH See `config.log' for more details. I went ahead and tried to run make testdeps and I got these results: I don't know where this stuff is or why it's missing. Doesn't SearchBuilder come with the installation? If so, why can't it find the latest version? I really do NOT understand this. Can I get some guidence here? Thanks. make testdeps just does that it test for dependancies and prints MISSING if it finds perl modules which are not up to date. Running 'make fixdeps' takes care of updating the required modules, BUT then you'll need a properly configured CPAN and the needed gcc and assorted utils. Please supply your OS as the way to get the required utils varies with the Linux distribution. Just ask if you need help, I have installed RT dozens of times on both Ubuntu and Centos almost always using Oracle as a backend. Joop ___ 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] scrip to setting due date back to unset
Violetta, If you have a scrip that modifies ticket data that is ALSO set by default RT code, you need to make the STAGE of the scrip in batch mode. That should do it. I've had that problem before and that fixed it. Kenn LBNL On 10/9/2008 5:30 AM, Violetta Wawryk wrote: Hey, My queustion is the following. I have a queue where the default for the due date is set to 7 days. I have different scrips that set the due date to either 1 or 14 if the subject contains certain key words. As I understand RT, as soon as a ticket comes in the defaults in the basics will be set and if there are different matching scrips they change the wished values like due date. So what do I have to do to unset the due date? This is the part of the scrip I use to set it to 1 day: my $duedate = RT::Date-new($RT::SystemUser); $duedate-Set(Format='unknown', Value='1 days'); $self-TicketObj-SetDue($duedate-ISO); Thanks for your help. Violetta ___ 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] Trouble upgrading to 3.8.1 (Kenneth Crocker)
Maurice, Thank You! I'll give it a look. At the level of knowledge that I have (or actually, haven't) I'm sure anything will help. Thanks again. Kenn LBNL On 10/9/2008 9:17 AM, Maurice wrote: Hi Kenneth, I wrote a howto on installing RT on a Debian box that might help. http://rtvm.tehcorner.com/rt38/ [EMAIL PROTECTED] wrote: Send RT-Users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than Re: Contents of RT-Users digest... Today's Topics: 1. Trouble upgrading to 3.8.1 (Kenneth Crocker) 2. Re: RT 3.8.: Customize RT at a glance (Sean McCreadie) 3. Re: RT 3.8.: Customize RT at a glance (Sean McCreadie) -- Message: 1 Date: Wed, 08 Oct 2008 14:46:36 -0700 From: Kenneth Crocker [EMAIL PROTECTED] Subject: [rt-users] Trouble upgrading to 3.8.1 To: rt Users rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=ISO-8859-1; format=flowed To all, The regular guy who has done our installs before is no longer available, so I ended up with this little task. In trying to install 3.8.1, I ran into a couple problems. We do not use the default /opt/rt directory, but a different one. I had instructions to run a configuration module that consisted of: ./configure \ --prefix=//rt/rt-3.8.1 \ --with-mod_perl=yes \ --with-rt-group=rt \ --with-bin-owner=rt \ --with-libs-owner=rt \ --with-libs-group=rt \ --with-db-type=Oracle \ --with-db-host= \ --with-db-dba= \ --with-db-database= \ --with-db-rt-user= \ --with-db-rt-pass= \ --with-web-user=rt \ --with-web-group=rt where '' is really something I can't print. My concern was if something was missing. I got the error message: checking for a BSD-compatible install... ./install-sh -c checking for gawk... no checking for mawk... no checking for nawk... nawk checking for perl... /usr/bin/perl checking for chosen layout... relative checking for gcc... no checking for cc... no checking for cl.exe... no configure: error: no acceptable C compiler found in $PATH See `config.log' for more details. I went ahead and tried to run make testdeps and I got these results: /tools/bin/perl ./sbin/rt-test-dependencies --verbose --with-SQLite --with-fastcgi perl: =5.8.3(5.8.5)...found users: rt group (www)...MISSING bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...MISSING web group (www)...MISSING CLI dependencies: Term::ReadKey...found Getopt::Long = 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue = 0.40...found Text::Quoted = 2.02...found CSS::Squish = 0.06...MISSING Encode = 2.13...MISSING Encode version 2.13 required--this is only version 2.01 Module::Versions::Report = 1.05...MISSING Module::Versions::Report version 1.05 required--this is only version 1.03 MIME::Entity = 5.425...MISSING MIME::Entity version 5.425 required--this is only version 5.417 DBI = 1.37...found Locale::Maketext::Lexicon = 0.32...found Devel::StackTrace = 1.19...MISSING Devel::StackTrace version 1.19 required--this is only version 1.13 Digest::base...found Time::ParseDate...found File::Temp = 0.18...MISSING File::Temp version 0.18 required--this is only version 0.16 Locale::Maketext = 1.06...found Tree::Simple = 1.04...found Text::Template...found Scalar::Util...found HTML::Scrubber = 0.08...found File::Spec = 0.8...found Calendar::Simple...found DBIx::SearchBuilder = 1.54...MISSING DBIx::SearchBuilder version 1.54 required--this is only version 1.49 Mail::Mailer = 1.57...found File::ShareDir...MISSING Regexp::Common...found Digest::MD5 = 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found
Re: [rt-users] Trouble upgrading to 3.8.1
Kenneth Crocker wrote: Any clues as to why the C compiler is needed? Thanks. Not all Perl modules are Pure Perl modules which means that for example GD has a Perl interface to the gd.so which fixdeps will try to compile for you. That is probably not the right thing to say but I hope its close enough for you to understand the why of th C compiler. If you really get stuck I might be able to help out, since we used to be quite involved with Sun Solaris. Joop ___ 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] Search by Requestor Organization
I'm looking to do a search that will group by requestor organization (bar chart to be exact) When running my search I can select Requestor Organization, but I cannot display it as a column, therefore I cannot create a bar chart for it. What I want is a graph showing the number of tickets created in each organization. Ideas? Thanks Ben 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] Search by Requestor Organization
Auch, Benjamin [EMAIL PROTECTED] wrote: I'm looking to do a search that will group by requestor organization (bar chart to be exact) When running my search I can select Requestor Organization, but I cannot display it as a column, therefore I cannot create a bar chart for it. What I want is a graph showing the number of tickets created in each organization. I have exactly the same need, but it seems that intrusive modifications of RT are required to acheive that goal. -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz [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] Richtext spell checker
Anyone managed to get Aspell working in FCK editor in RT? I installed Aspell and set FCK to use it in its config, but when I click on the FCK spell check button it pops up (http://myserver/NoAuth/RichText/editor/fckdialog.html), says spell check in progress and then gives error message saying: The page you requested could not be found Please check the URL and try again. ___ 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] Trouble upgrading to 3.8.1
Joop, I ran /tools/bin/ make fixdeps and I got this result: Checking if your kit is complete... Looks good Warning: prerequisite Devel::StackTrace 0 not found. Writing Makefile for Class::ReturnValue Unsatisfied dependencies detected during JESSE/Class-ReturnValue-0.55.tar.gz Devel::StackTrace [requires] Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] yes So, I entered 'yes' and hit enter and got several interesting returns like this: Running make test Delayed until after prerequisites Running make install Delayed until after prerequisites followed by this: Checking if your kit is complete... Looks good Writing Makefile for Devel::StackTrace make[1]: Entering directory `/home/rt/.cpan/build/Devel-StackTrace-1.1902-UYgoNf' cp lib/Devel/StackTrace.pm blib/lib/Devel/StackTrace.pm Manifying blib/man3/Devel::StackTrace.3 make[1]: Leaving directory `/home/rt/.cpan/build/Devel-StackTrace-1.1902-UYgoNf' DROLSKY/Devel-StackTrace-1.1902.tar.gz /tools/bin/make -- OK Running make test make[1]: Entering directory `/home/rt/.cpan/build/Devel-StackTrace-1.1902-UYgoNf' PERL_DL_NONLAZY=1 /tools/bin/perl -MExtUtils::Command::MM -e test_harness(0, 'blib/lib', 'blib/arch') t/*.t t/01-basicok 1/35 skipped: various reasons t/02-bad-utf8.skipped all skipped: These tests require Perl 5.8.8+ t/kwaliteeskipped all skipped: This test is only run for the module author t/pod-coverageskipped all skipped: This test is only run for the module author t/pod.skipped all skipped: This test is only run for the module author All tests successful, 4 tests and 1 subtest skipped. which was followed by this: Running make for J/JE/JESSE/Class-ReturnValue-0.55.tar.gz Has already been unwrapped into directory /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86 CPAN.pm: Going to build J/JE/JESSE/Class-ReturnValue-0.55.tar.gz Warning: Prerequisite 'Devel::StackTrace = 0' for 'J/JE/JESSE/Class-ReturnValue-0.55.tar.gz' already installed but installation looks suspicious. Skipping another installation attempt, to prevent looping endlessly. and then lastly by this: Running make test make[1]: Entering directory `/home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86' PERL_DL_NONLAZY=1 /tools/bin/perl -MExtUtils::Command::MM -e test_harness(0, 'inc', 'blib/lib', 'blib/arch') t/*.t t/basic # Failed test 'use Class::ReturnValue;' # in t/basic.t at line 5. # Tried to use 'Class::ReturnValue'. # Error: Can't locate Devel/StackTrace.pm in @INC (@INC contains: /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86/inc /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86/blib/lib /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86/blib/arch /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl . /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5/sun4-solaris /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl/5.8.5 /soft/perl-5.8.5/run/default/sparc-SunOS-5.8/lib/site_perl .) at /home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86/blib/lib/Class/ReturnValue.pm line 81. # BEGIN failed--compilation aborted at t/basic.t line 5. # Compilation failed in require at (eval 3) line 2. # BEGIN failed--compilation aborted at (eval 3) line 2. Can't locate object method new via package Class::ReturnValue at t/basic.t line 8. # Looks like you planned 32 tests but only ran 1. # Looks like you failed 1 test of 1 run. # Looks like your test died just after 1. t/basicdubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-32 Failed 32/32 tests, 0.00% okay Failed Test Stat Wstat Total Fail List of Failed --- t/basic.t255 6528032 63 1-32 Failed 1/1 test scripts. 32/32 subtests failed. Files=1, Tests=32, 0 wallclock secs ( 0.10 cusr + 0.02 csys = 0.12 CPU) Failed 1/1 test programs. 32/32 subtests failed. make[1]: *** [test_dynamic] Error 255 make[1]: Leaving directory `/home/rt/.cpan/build/Class-ReturnValue-0.55-YGoq86' JESSE/Class-ReturnValue-0.55.tar.gz /tools/bin/make test -- NOT OK
Re: [rt-users] Trouble upgrading to 3.8.1
Joop, I decided to try again. I have a couple questions: 1) how do I know that the 'automatic' installs are installing the latest versions of perl, SearchBuilder, etc.? 2) What am I really supposed to do with this result? The automatic tests for GDGraph are not really a solid workout of the library. The best way to test the package is to run the examples before installing it. You can run the examples in the samples directory with `make samples` or by going into that directory, and just running `make`. If that fails, please read samples/Makefile. Unsatisfied dependencies detected during BWARFIELD/GDGraph-1.44.tar.gz GD::Text [requires] Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] Do I stop the 'make fixdeps' and run the 'make samples' (where IS the samples directory anyway)? Kenn LBNL On 10/9/2008 10:41 AM, Joop van de Wege wrote: Kenneth Crocker wrote: Any clues as to why the C compiler is needed? Thanks. Not all Perl modules are Pure Perl modules which means that for example GD has a Perl interface to the gd.so which fixdeps will try to compile for you. That is probably not the right thing to say but I hope its close enough for you to understand the why of th C compiler. If you really get stuck I might be able to help out, since we used to be quite involved with Sun Solaris. Joop ___ 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] New install of rt3.8.1 getting error
Just loaded rt3.8.1 on redhat AS4.5/64. When I try to hit the site, get: Can't call method HasRight on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1209. What don't I have configured right? ___ 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 theme on 3.8.1, Fresh Install
No theme on 3.8.1, Fresh Install Pointers, anyone? Thank you, Adam Sailer Computer Support Analyst II Information Systems University of Washington Bothell ___ 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] A reminder creates a ticket and sends email to queue watchers???
Kenneth Crocker wrote: To all, We'er using 3.6.4 and ha never had the problem your discussing in terms of reminders. Is this new due to 3.8? no ___ 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] Upgrading MySQL 4.1 to MySQL 5.0
RT-3.8.1 I was just wondering if there are any database changes required for upgrading from MySQL 4.1 to MySQL 5.0. There is no mention of MySQL 5.0 in UPGRADING.mysql so I am assuming not. Gordon ___ 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] Search by Requestor Organization
Not that hard: http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=16264 Would be available in RT 3.8.3, however there is a bug in RT I should fix that makes numbers incorrect for Requestors, Ccs and other watchers. On Thu, Oct 9, 2008 at 11:44 PM, Emmanuel Dreyfus [EMAIL PROTECTED] wrote: Auch, Benjamin [EMAIL PROTECTED] wrote: I'm looking to do a search that will group by requestor organization (bar chart to be exact) When running my search I can select Requestor Organization, but I cannot display it as a column, therefore I cannot create a bar chart for it. What I want is a graph showing the number of tickets created in each organization. I have exactly the same need, but it seems that intrusive modifications of RT are required to acheive that goal. -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz [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 -- Best regards, Ruslan. ___ 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] Upgrading MySQL 4.1 to MySQL 5.0
If RT 3.8.0 or newer has been installed on mysql 4.1 then there is no need to do anything after upgrade of the server to mysql 5.0.x On Fri, Oct 10, 2008 at 4:13 AM, [EMAIL PROTECTED] wrote: RT-3.8.1 I was just wondering if there are any database changes required for upgrading from MySQL 4.1 to MySQL 5.0. There is no mention of MySQL 5.0 in UPGRADING.mysql so I am assuming not. Gordon ___ 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 -- Best regards, Ruslan. ___ 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
