Re: [rt-users] Report Resolved by owner fails to output, generates error in log
All I ran this issue by one of our DBAs and this is his comment: Charles, The problem with the following query is that the summary statement (GROUP BY) references the wrong column. The query is doing a summary count by user name. The table.column_name in the SELECT clause has to match the table.column_name in the GROUP BY clause. Incorrect: SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name; ORA-00979: not a GROUP BY expression Correct: SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_2.Name; I executed the correct version as user RT3 and got these results: ID COL1 -- -- 8 Nobody 6 --- 1 --- 3 root Regards, John The question is: where do I make the correction to the query? Thanks in advance for the assist! -CK From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Charles Kugelman Sent: Wednesday, April 15, 2009 8:43 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Report Resolved by owner fails to output,generates error in log Any thoughts on this? Does this appear to anyone to be a bug? -CK From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Charles Kugelman Sent: Monday, April 13, 2009 12:25 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Report Resolved by owner fails to output,generates error in log All, It's been pointed out that the Resolved by owner report isn't outputting results. I looked in the RT error log and found the entries below. Thoughts? ---Relevant Info--- - RT Version: 3.8.2 - HTTPD Package (RPM): httpd-2.2.3-22.el5 - Mod_Perl Package (RPM): mod_perl-2.0.4-6.el5 - Perl Package (RPM): perl-5.8.8-18.el5 - OS: RedHat Enterprise Linux 5 - Oracle Client: 10.2, Instant Client - Oracle Server (remote server): 11g - Mail Package (RPM): postfix-2.3.3-2 ---Errors--- [Mon Apr 13 16:08:14 2009] [warning]: DBD::Oracle::db prepare failed: ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near * indicator at char 29 in 'SELECT COUNT(main.id) AS id, *Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ') [for Statement SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ] at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465, GEN79 line 130. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465) [Mon Apr 13 16:08:14 2009] [warning]: RT::Handle=HASH(0x2b9ff6d2c540) couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near * indicator at char 29 in 'SELECT COUNT(main.id) AS id, *Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ') (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472) Thanks, -CK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's
Re: [rt-users] Upgrade RT
On 14 Apr 2009, at 3:09 pm, Asif Iqbal wrote: On Tue, Nov 18, 2008 at 10:37 PM, Tim Cutts t...@sanger.ac.uk wrote: On 18 Nov 2008, at 3:27 pm, Asif Iqbal wrote: What switches did you use to dump the mysql? I see few gotcha's about using binary characters and separate dump for attachment table and stuff I haven't tested the attachments thoroughly yet, so I don't know whether it worked. I just used one of our regular backup dumps, which isn't massively complicated. Our RT instance is replicated, and we back up off the slave using: mysqldump --defaults-extra-file=/mysql/data_3307/slave.cnf --single-transaction --flush-logs --master-data=2 --all-databases - q | gzip backup.gz How do I do the mysqldump w/o locking ? You can't. Not if you want a guaranteed consistent backup, anyway. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade RT
On Thu, Apr 16, 2009 at 7:36 PM, Tim Cutts t...@sanger.ac.uk wrote: On 14 Apr 2009, at 3:09 pm, Asif Iqbal wrote: On Tue, Nov 18, 2008 at 10:37 PM, Tim Cutts t...@sanger.ac.uk wrote: On 18 Nov 2008, at 3:27 pm, Asif Iqbal wrote: What switches did you use to dump the mysql? I see few gotcha's about using binary characters and separate dump for attachment table and stuff I haven't tested the attachments thoroughly yet, so I don't know whether it worked. I just used one of our regular backup dumps, which isn't massively complicated. Our RT instance is replicated, and we back up off the slave using: mysqldump --defaults-extra-file=/mysql/data_3307/slave.cnf --single-transaction --flush-logs --master-data=2 --all-databases -q | gzip backup.gz How do I do the mysqldump w/o locking ? You can't. Not if you want a guaranteed consistent backup, anyway. Actually the --master-data and --single-transaction make sure the tables are not locked The --master-datahttp://dev.mysql.com/doc/refman/4.1/en/mysqldump.html#option_mysqldump_master-dataoption automatically turns off --lock-tableshttp://dev.mysql.com/doc/refman/4.1/en/mysqldump.html#option_mysqldump_lock-tables. It also turns on --lock-all-tableshttp://dev.mysql.com/doc/refman/4.1/en/mysqldump.html#option_mysqldump_lock-all-tables, unless --single-transactionhttp://dev.mysql.com/doc/refman/4.1/en/mysqldump.html#option_mysqldump_single-transactionalso is specified Plus it took me less than 14 mins to dump about 8G data Tim -- The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited, a charity registered in England with number 1021457 and acompany registered in England with number 2742969, whose registeredoffice is 215 Euston Road, London, NW1 2BE. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Report Resolved by owner fails to output, generates error in log
SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_2.Name; While we are looking at this query, it seems to me that the first where clause is made redundant by the second one: WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') If (main.Status = 'resolved' AND main.Queue = '5') then it must be true that (main.Status != 'deleted') And I don't see any use of the Tickets table. Also, where is the 2nd left join used? Thus: SELECT COUNT(main.id) AS id, Users.Name AS col1 FROM main LEFT JOIN Users ON ( Users.id = main.Owner ) WHERE (main.Status = 'resolved') AND (main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users.Name; would seem to be a lot simpler. Or have I overlooked something obvious? John ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade RT
On Wed, Nov 19, 2008 at 8:08 PM, Tim Cutts t...@sanger.ac.uk wrote: On 18 Nov 2008, at 4:47 pm, Tim Cutts wrote: What switches did you use to dump the mysql? I see few gotcha's about using binary characters and separate dump for attachment table and stuff OK, yes, I've just looked at an attachment to one of our tickets, and yes, it's corrupted. Bugger. So I've obviously missed something. I thought that all one needed to do was to apply the mysql 4.0-4.1 patches at the appropriate point, but clearly something is wrong. Or is it what you allude to above, and we need to do something smarter when dumping the Attachment table? Can you give me some references to where you've seen the gotchas? OK, I'm now getting a bit concerned, because I've re-done my upgrade procedure based on dumping with --default-charset=binary, but I've still got a problem with corrupted attachments. I imagine there's a huge amount of past material on this list about this problem - are there any good summary documents somewhere? The procedure I'm trying to follow is: 1) mysqldump my RT 3.4.2 instance, which is running on a MySQL 4.1.11 database (maybe this is my problem? Maybe I don't need the 4.0-4.1 update at all?) 2) Load that dump into a new MySQL 5.0 database on my new system My dump import is failing # mysql --default-character-set=binary dump.sql ERROR 1050 (42S01) at line 19: Table 'columns_priv' already exists 3) Apply the 3.4.2 - 3.8.0 update 4) Apply the MySQL 4.0-4.1 patch, if necessary (I'm now wondering whether it is, or whether applying it is actually causing the problem) 5) Apply the 3.8.0 - 3.8.1 update Any ideas? Tim -- The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited, a charity registered in England with number 1021457 and acompany registered in England with number 2742969, whose registeredoffice is 215 Euston Road, London, NW1 2BE. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade RT
Asif, it's getting really hard to tell whose writing what with the way you are quoting/replying to emails. It sounds like you are trying to not only upgrade RT but also move your database from mysql 4.x.x to 5.x.x. I would start by getting your current RT database dumped and successfully moved to the 5.x.x system first: mysqldump --opt --single-transaction db name rt3.sql Create the database on the new 5.x.x server, but don't create any tables, etc. Then import the dump: mysql db name rt3.sql The way you are currently doing it is failing because the database and tables already exist in the new 5.x.x system and your dump does not contain the 'drop table if exists' syntax. A lot of the issue here is mysql administration and I'd advise you to consult the mysql support site for syntax for dumping, restoring, etc. Once the above is done, you can then follow the instructions in the RT upgrade documentation to get from 3.4.x to 3.8.2. Yes, you will need to apply the 'MySQL 4.0-4.1 schema changes'. It's not a patch, but a boatload of schema changes. The first part of the operation only dumps the sql syntax to a file. You've then got to apply those sql commands to the actual database. The 'UPGRADING.mysql' document covers this in detail. Good luck. James Moseley ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] External Authentication
Hi All, I am trying to figure out why External Authentication in my production RT (version 3.6) works, but the test server I set up using (version 3.8.2) is not authenticating against the same ldap server? I followed the steps in http://wiki.bestpractical.com/view/ExternalAuth and yet it is not working! Some relevant info on the test server (version 3.8.2) are: Loaded perl modules Perl v5.8.8 under linux Net::LDAP v0.33; Net::LDAP::ASN v0.03; Net::LDAP::Constant v0.04; Net::LDAP::Filter v0.14; Net::LDAP::Message v1.08; Net::LDAP::Util v0.10; RT Config Plugins RTx::Calendar, RT::Authen::ExternalAuth Perl Include Paths (@INC) /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RTx-Calendar/lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib Server is functioning fine and I can use local authentication, but no LDAP! Any help/advise is greatly appreciated. Hossein -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.ca ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Report Resolved by owner fails to output, generates error in log
John, Thanks for the reply. I honestly have no idea what would be the best way (or the correct way for that matter) to do this query (my specialty is actually in networking, not database engineering). The problem is simply that out of the box, 2 of the 3 reports fail to produce any results (Resolved by owner and Resolved in date range). The error generated in the RT log (see below) is all I really have that shows the problem. I can make a change to the affected file, but need some guidance in finding where/how to make this change. Attempting to run both of these reports produces the following set of errors: [Thu Apr 16 19:11:17 2009] [warning]: DBD::Oracle::db prepare failed: ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near * indicator at char 29 in 'SELECT COUNT(main.id) AS id, *Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ') [for Statement SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ] at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465, GEN59 line 85. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465) [Thu Apr 16 19:11:17 2009] [warning]: RT::Handle=HASH(0x2b03abb5bfb0) couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near * indicator at char 29 in 'SELECT COUNT(main.id) AS id, *Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ') (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472) [Thu Apr 16 19:11:18 2009] [warning]: DBD::Oracle::db prepare failed: ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near * indicator at char 29 in 'SELECT COUNT(main.id) AS id, *Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ') [for Statement SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ] at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465, GEN61 line 85. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465) [Thu Apr 16 19:11:18 2009] [warning]: RT::Handle=HASH(0x2b03abb5bfb0) couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near * indicator at char 29 in 'SELECT COUNT(main.id) AS id, *Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ') (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472) [Thu Apr 16 19:11:29 2009] [warning]: DBD::Oracle::db prepare failed: ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near * indicator at char 29 in 'SELECT COUNT(main.id) AS id, *Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status !=
[rt-users] External Authentication to AD
Hi, I have an user that has multiple email addresses and would like to send in requests from all of them. From example: asm...@company.com asm...@gmail.com Currently I have AD working fine but don't want to set up another Auth source. How can I do this? Thanks Michael Mai ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket History Display
I have a couple of things my users are asking me to change about the way RT displays the ticket history. Any help on any of these would be greatly appreciated. 1.) Email submissions are double spaced. This takes up a lot of room when viewing the ticket history. 2.) Top posting - can the most recent actions be on top so you don't have to scroll all the way down to see the most recent action? 3.) Stripping out the signatures from emails. Is it possible? TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket History Display
1.) Email submissions are double spaced. This takes up a lot of room when viewing the ticket history. They aren't in my RT. Without knowing what's causing it in your installation, there's no way to know how to fix it. You could make a local Display.html that unwraps the text and then rewraps it, or figure out why its getting double-spaced in the first place and eliminate the cause. 2.) Top posting - can the most recent actions be on top so you don't have to scroll all the way down to see the most recent action? Yes, that's in the Preferences in RT, per user. It would seem there is a way to change the global default, it might be: set($OldestTransactionsFirst,1); 3.) Stripping out the signatures from emails. Is it possible? Two options: hack rt-mailgate to strip them before inserting into the database, or make a local Display.html History.html to display it without the signatures. The latter is probably safer in that if your parsing is wrong, you still have the original data. I've actually been considering which option to take with removing quoted text from emails, not just signatures. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket History Display
Steve OBrien wrote: I have a couple of things my users are asking me to change about the way RT displays the ticket history. Any help on any of these would be greatly appreciated. 2.) Top posting - can the most recent actions be on top so you don't have to scroll all the way down to see the most recent action? I believe if you give users the 'Modify_Self' right, they will then be able to adjust their Preferences, and they can then choose to display the tickets in this manner. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Report Resolved by owner fails to output, generates error in log
I believe this issue has been fixed in 3.8.HEAD, please test first RC when it will be available. On Mon, Apr 13, 2009 at 8:25 PM, Charles Kugelman charles.kugel...@kaplan.com wrote: All, It’s been pointed out that the “Resolved by owner” report isn’t outputting results. I looked in the RT error log and found the entries below. Thoughts? ---Relevant Info--- - RT Version: 3.8.2 - HTTPD Package (RPM): httpd-2.2.3-22.el5 - Mod_Perl Package (RPM): mod_perl-2.0.4-6.el5 - Perl Package (RPM): perl-5.8.8-18.el5 - OS: RedHat Enterprise Linux 5 - Oracle Client: 10.2, Instant Client - Oracle Server (remote server): 11g - Mail Package (RPM): postfix-2.3.3-2 ---Errors--- [Mon Apr 13 16:08:14 2009] [warning]: DBD::Oracle::db prepare failed: ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near * indicator at char 29 in 'SELECT COUNT(main.id) AS id, *Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ') [for Statement SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ] at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465, GEN79 line 130. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465) [Mon Apr 13 16:08:14 2009] [warning]: RT::Handle=HASH(0x2b9ff6d2c540) couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near * indicator at char 29 in 'SELECT COUNT(main.id) AS id, *Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2 ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1 ON ( Users_1.id = main.Owner ) WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY Users_1.Name ') (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472) Thanks, -CK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] External Authentication
Please ignore my previous email. I solved my problem. Hossein Hossein Rafighi wrote: Hi All, I am trying to figure out why External Authentication in my production RT (version 3.6) works, but the test server I set up using (version 3.8.2) is not authenticating against the same ldap server? I followed the steps in http://wiki.bestpractical.com/view/ExternalAuth and yet it is not working! Some relevant info on the test server (version 3.8.2) are: Loaded perl modules Perl v5.8.8 under linux Net::LDAP v0.33; Net::LDAP::ASN v0.03; Net::LDAP::Constant v0.04; Net::LDAP::Filter v0.14; Net::LDAP::Message v1.08; Net::LDAP::Util v0.10; RT Config Plugins RTx::Calendar, RT::Authen::ExternalAuth Perl Include Paths (@INC) /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RTx-Calendar/lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib Server is functioning fine and I can use local authentication, but no LDAP! Any help/advise is greatly appreciated. Hossein -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.ca ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Set status to open when ticket is taken
Another suggestion from my pilot group is that they would like tickets to automatically change status from new to open when taken. Any help accomplishing that would be appreciated. TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket History Display
On Thu, 2009-04-16 at 14:42 -0700, Tom Lahti wrote: 1.) Email submissions are double spaced. This takes up a lot of room when viewing the ticket history. They aren't in my RT. Without knowing what's causing it in your installation, there's no way to know how to fix it. It just seems to be html email (default from outlook) that gets double spaced. 2.) Top posting - can the most recent actions be on top so you don't have to scroll all the way down to see the most recent action? Yes, that's in the Preferences in RT, per user. It would seem there is a way to change the global default, it might be: set($OldestTransactionsFirst,1); The site-wide setting it is in RT_SiteConfig.pm and when set to 0 it does what they want -- thanks for the variable name! 3.) Stripping out the signatures from emails. Is it possible? Two options: hack rt-mailgate to strip them before inserting into the database, or make a local Display.html History.html to display it without the signatures. The latter is probably safer in that if your parsing is wrong, you still have the original data. Hmmm, I will have to look at that. Seems like it might be hard to discern the sig from the rest of the email. Thanks for info! Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket History Display
Hmmm, I will have to look at that. Seems like it might be hard to discern the sig from the rest of the email. Convention dictates that signatures be preceded by a line matching -- \n i.e; 0x2d0x2d0x200x0a Of course, not everyone follows it. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set status to open when ticket is taken
Steve OBrien wrote: Another suggestion from my pilot group is that they would like tickets to automatically change status from new to open when taken. Any help accomplishing that would be appreciated. It's not really open until someone actually works on it, is it? Seems like a semantic issue to me. New means its recorded and waiting for activity, open means its being worked on. If its just assigned and no activity, its not being worked on. Seems a bit deceptive to preemptively set it to open without actually working on it. Anyway, philosophy aside, you could do this with a scrip. Make it condition: On owner change, Action: user definded, Template: blank. Custom action prep code: return 1; Custom action cleanup code: $self-TicketObj-_Set(Field = 'Status', Value = 'open', RecordTransaction = 0); return 1; -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket History Display
3.) Stripping out the signatures from emails. Is it possible? Two options: hack rt-mailgate to strip them before inserting into the database, or make a local Display.html History.html to display it without the signatures. The latter is probably safer in that if your parsing is wrong, you still have the original data. After looking at this some more, really all you need is a local copy of Ticket/Elements/ShowMessageStanza, with customizations added therein to parse the signature and/or quoted text. It should be possible the plop them in a div that is initially hidden and offer a control to unhide it, for viewing the original pieces as well (someone else's idea from an earlier thread when it was quoted text and not signatures). -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set status to open when ticket is taken
On Thu, 2009-04-16 at 16:52 -0700, Tom Lahti wrote: It's not really open until someone actually works on it, is it? Seems like a semantic issue to me. New means its recorded and waiting for activity, open means its being worked on. If its just assigned and no activity, its not being worked on. Seems a bit deceptive to preemptively set it to open without actually working on it. That's exactly what I told them, but they told me that they pick up the ticket and are working on it and then enter in the details when they are done. Thanks Much! S ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set status to open when ticket is taken
That's exactly what I told them, but they told me that they pick up the ticket and are working on it and then enter in the details when they are done. They don't have to enter details. Once they do something meaningful on the ticket, RT will automagically set it to open. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set status to open when ticket is taken
http://wiki.bestpractical.com/view/CustomConditionSnippets On Fri, Apr 17, 2009 at 3:32 AM, Steve OBrien steve.obr...@hdesd.org wrote: Another suggestion from my pilot group is that they would like tickets to automatically change status from new to open when taken. Any help accomplishing that would be appreciated. TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Funky shredder problem
I'm trying to shred users without tickets (from spam), and have run into a rarely reported error (one of the few mentions of it on the lists was by me, in a different context). The user is 729, and the user was actually an alternate email address for one of our queues that got auto-created early-on, before incoming messages were canonicalized. I tried changing the address in case that was the problem, but it had no effect. Browser: Couldn't wipeout object: Can't call method Type on an undefined value at /opt/rt3/bin/../lib/RT/Shredder/GroupMember.pm line 90. Stack: [/opt/rt3/bin/../lib/RT/Shredder/GroupMember.pm:90] [/opt/rt3/bin/../lib/RT/Shredder/Record.pm:112] [/opt/rt3/bin/../lib/RT/Shredder.pm:581] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:551] [/opt/rt3/bin/../lib/RT/Shredder.pm:540] [/opt/rt3/share/html/Admin/Tools/Shredder/index.html:158] [/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59] [/opt/rt3/share/html/Admin/autohandler:49] [/opt/rt3/share/html/autohandler:308] Log: [Fri Apr 17 03:08:47 2009] [warning]: RT::CachedGroupMember-1186 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: RT::GroupMember-507 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: RT::CachedGroupMember-1185 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: RT::Transaction-1390 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: RT::Group-730 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: RT::Principal-730 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: RT::CachedGroupMember-1187 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: RT::GroupMember-508 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: RT::CachedGroupMember-1188 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: RT::GroupMember-509 wiped out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236) [Fri Apr 17 03:08:47 2009] [warning]: Use of uninitialized value in string eq at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 98. (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:98) [Fri Apr 17 03:08:47 2009] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 127. (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:127) [Fri Apr 17 03:08:47 2009] [crit]: Found a principal () that was neither a user nor a group (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:127) -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
