Re: [rt-users] RT 3.6.5 causes connection aborts resulting in 500 error
Memory capacity is currently set to 512MB on our Hardy RT VM. CPU is capped to a whole core for itself (so, something like 2.8GHz). Usage is practically none. I'm not so sure memory is the issue, but I'll bump the VM's memory up and start pounding the Hardy RT VM and see if that fixes it. On Tue, May 19, 2009 at 6:21 PM, Nick Geron nge...@corenap.com wrote: Kage, I'm seeing similar issues with 3.8.2. Take a look at my post apache/mason software caused connection abort. Running with Tom's thought, maybe we can compare setups. My two systems are identical builds of a gentoo stage 4 on VMWare ESX3i. My default vm resources are pretty low. Each host has 256M and a single, virtual cpu witch the systems see as a Xeon E5410. Now I don't see how a nearly idle system (in testing) could have resource issues with regard to the CPU, but looking at my puny alloted memory, I could see how that might cause a crunch. What's your memory capacity and usage look like? -Nick Tom Lahti wrote: Kage wrote: Essentially what happens is I can use RT for an extended period of time (from 1 hour to 10 hours), and eventually, it'll stop working, resulting in a 500 Internal Server Error. Sounds like resource exhaustion of some kind, perhaps a memory or some other type of leak in mason, perl, apache, or RT. I hate to be vague, but it could be anything. You probably need to step outside what is in hardy's repository and start upgrading things, probably starting with perl itself. But I would start by looking for more clues when the system is in the not working state. Look at memory usage, CPU usage, and the like. See if apache is responding to other non-RT page requests. Doing so will help you narrow it down. -- ~ Kage http://vitund.com http://hackthissite.org ___ 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] Custom actions using another pre-configured action
Hello guys, I'm creating a custom action and I need to use another pre-configured action, Notify CCs. I didn't find a way to do this. Really, I need that 'on create' 'modify the ticket subject' and 'send a mail to CCs whatchers with the new subject'. Anyone can help-me? Thanks for any help. -- Saudações, Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy ___ 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] Custom actions using another pre-configured action
Maybe you could create just two scrips, one with your custom action and one with a predefined action and both with the same condition. Then both scrips should be executed. Italo Valcy italova...@gmail.com 2009-05-20 15:15 Hello guys, I'm creating a custom action and I need to use another pre-configured action, Notify CCs. I didn't find a way to do this. Really, I need that 'on create' 'modify the ticket subject' and 'send a mail to CCs whatchers with the new subject'. Anyone can help-me? Thanks for any help. -- Saudações, Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy ___ 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] Search page Owners drop-down
You are granting OwnTicket rights to a group you did not mean to, likely Requestors or Everyone Venkateswaran, Subbaraman wrote: Can someone please explain why we see all kinds of emails, junk in addition to Login IDs in the Owners drop-down in RT search page? Is there a way we can control or maintain this, please? This is screwing up people's RT search on tickets based on owners. Thanks a lot. THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] Custom actions using another pre-configured action
Hi, On Wed, May 20, 2009 at 10:21 AM, Thomas Fluch flu...@wyeth.com wrote: Maybe you could create just two scrips, one with your custom action and one with a predefined action and both with the same condition. Then both scrips should be executed. Yes, I did. But didn't work: the notification was sent with the old subject. Do you know how I can to call the action that 'Notify CCs'? -- Saudações, Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy ___ 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] RT 3.6.5 causes connection aborts resulting in 500 error
Same error is occurring with 1GB of memory on the VM. Everything else in Apache works just fine, but RT is dead until I restart Apache2. On Wed, May 20, 2009 at 9:13 AM, Kage kagekon...@gmail.com wrote: Memory capacity is currently set to 512MB on our Hardy RT VM. CPU is capped to a whole core for itself (so, something like 2.8GHz). Usage is practically none. I'm not so sure memory is the issue, but I'll bump the VM's memory up and start pounding the Hardy RT VM and see if that fixes it. On Tue, May 19, 2009 at 6:21 PM, Nick Geron nge...@corenap.com wrote: Kage, I'm seeing similar issues with 3.8.2. Take a look at my post apache/mason software caused connection abort. Running with Tom's thought, maybe we can compare setups. My two systems are identical builds of a gentoo stage 4 on VMWare ESX3i. My default vm resources are pretty low. Each host has 256M and a single, virtual cpu witch the systems see as a Xeon E5410. Now I don't see how a nearly idle system (in testing) could have resource issues with regard to the CPU, but looking at my puny alloted memory, I could see how that might cause a crunch. What's your memory capacity and usage look like? -Nick Tom Lahti wrote: Kage wrote: Essentially what happens is I can use RT for an extended period of time (from 1 hour to 10 hours), and eventually, it'll stop working, resulting in a 500 Internal Server Error. Sounds like resource exhaustion of some kind, perhaps a memory or some other type of leak in mason, perl, apache, or RT. I hate to be vague, but it could be anything. You probably need to step outside what is in hardy's repository and start upgrading things, probably starting with perl itself. But I would start by looking for more clues when the system is in the not working state. Look at memory usage, CPU usage, and the like. See if apache is responding to other non-RT page requests. Doing so will help you narrow it down. -- ~ Kage http://vitund.com http://hackthissite.org -- ~ Kage http://vitund.com http://hackthissite.org ___ 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] Custom actions using another pre-configured action
Italo Valcy wrote: Hi, On Wed, May 20, 2009 at 10:21 AM, Thomas Fluch flu...@wyeth.com mailto:flu...@wyeth.com wrote: Maybe you could create just two scrips, one with your custom action and one with a predefined action and both with the same condition. Then both scrips should be executed. Yes, I did. But didn't work: the notification was sent with the old subject. Do you know how I can to call the action that 'Notify CCs'? If I recall correctly, you can change the name of the subject change scrip (say to 1changesubject) and of the notify cc (say to 2notifycc) and the subject change scrip will run first. Alternatively, You play with TransactionBatch stage and see if that does what you want. -- Saudações, Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy http://wiki.dcc.ufba.br/%7EItaloValcy ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] 3.6.6 suddenly stops creating tickets
All of a sudden my 3.6.6 installation on Fedora 8 stopped adding tickets. I have tried different queues and users but all just hang when you hit the create button. I see these errors in the rt_error_log [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer: http://172.31.6.213/Ticket/Create.html?Queue=43 [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer: http://172.31.6.213/Ticket/Create.html?Queue=43 [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer: http://172.31.6.213/Ticket/Create.html?Queue=43 Any pointers or where to start looking? I restarted both httpd and mysqld but that didn't help. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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] Assign ticket to someone who's queue is not visible to me - or - what's an ACL?
Hey! I want to assign tickets to a supporter who is watcher of a queue I cannot see. I figured out, that I can only assign tickets to those who are in the scope of my visible queues. So, if i can see the queues general and development, i cant assign a ticket to Mr. Blub, who is watcher of the queue media only. The drop down menu of owner just offers all names of queues I can see. I dont want everyone to see each queue to prevent an information overflow. How can i solve that problem? Does this have something to do with the ACL? If not, whats an ACL (Access Control List) and how can i use it efficiently? The wiki does not offer much information about the ACL. Thanks 2 everyone Best regards, Tommy! ___ 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] Notify new users about their login information
Hi Tommy,
The database is whatever database that was decided on when RT was
installed; it has nothing to do with perl. We use MySQL for our database
and I use Toad to do my snooping. I really can't tell you anything about
your installation's database or how to access it.
Here there be dragons, lad... Pretty much everyone agrees that accessing
the database directly, instead of letting RT do the grunt work, is not
generally a great idea. I did it because I wanted to understand what is
going on behind the scenes with RT. These observations have often been
helpful, but at other times have led me down the wrong path. You should
never modify the database directly.
Gene
At 11:09 AM 5/20/2009, Thomas Fluch wrote:
thank you for your example code!
You said, that you poked aroung in the database. I guess, that this
database would help me a lot finding objects and their preferences I can
use in a custom condition or custom action. Would you tell where i can
find this database exactly so that i can try to understand perl a little?
Thank you!
Best regards, Tommy!
Gene LeDuc gle...@mail.sdsu.edu 2009-05-18 18:39
Ah, didn't realize you meant creating a user via the web. Poking around in
the database, I'd guess that something like the following might work as
your custom condition:
{ ### True when new user created via web
my $TA = $self-TransactionObj;
my $val = $TA-ObjectType eq 'RT::User'
$TA-Type eq 'Create'
$TA-CreatorObj-Id != 1;
return $val;
}
I haven't tried the above (or used ObjectType), but I think it's at least a
good place to start. The following observations are for v3.6.3. When a
user is created via an e-mail ticket, the Creator is the System user, and
the System user is #1. When a user is created via a web session, the
Creator is the logged in user, which is always #12. Set this up in a
global scrip and use a variant of the auto-password template you're already
using for tickets. If it doesn't work, throw some debug logging stuff in
and see what you get. Once you get it working, this would be a good wiki
addition!
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Notify new users about their login information
Hey Gene,
thank you for your example code!
You said, that you poked aroung in the database. I guess, that this database
would help me a lot finding objects and their preferences I can use in a custom
condition or custom action. Would you tell where i can find this database
exactly so that i can try to understand perl a little?
Thank you!
Best regards, Tommy!
Gene LeDuc gle...@mail.sdsu.edu 2009-05-18 18:39
Ah, didn't realize you meant creating a user via the web. Poking around in
the database, I'd guess that something like the following might work as
your custom condition:
{ ### True when new user created via web
my $TA = $self-TransactionObj;
my $val = $TA-ObjectType eq 'RT::User'
$TA-Type eq 'Create'
$TA-CreatorObj-Id != 1;
return $val;
}
I haven't tried the above (or used ObjectType), but I think it's at least a
good place to start. The following observations are for v3.6.3. When a
user is created via an e-mail ticket, the Creator is the System user, and
the System user is #1. When a user is created via a web session, the
Creator is the logged in user, which is always #12. Set this up in a
global scrip and use a variant of the auto-password template you're already
using for tickets. If it doesn't work, throw some debug logging stuff in
and see what you get. Once you get it working, this would be a good wiki
addition!
Gene
At 08:29 AM 5/18/2009, Thomas Fluch wrote:
Thanks for your answer.
I already set up the automatical creation of a username and password for
new users, but thats not what i meant.
I mean, that if I AM CREATING a new user as an admin or root via the Users
- New User interface i dont want to manually inform this user (or more
users) about their login information. If I click on create, the user
should automatically get an email with the login information.
I cant solve that issue by any templates or existing scripts, because the
condition create, which i used to inform new customers about their login
information, refers to create a ticket and not creat a user. So
actually I dont want to inform someone when he creates a ticket. I want to
inform a supporter when i create his account.
Regards,
Tommy!
Gene LeDuc gle...@mail.sdsu.edu 2009-05-18 17:23
One way to auto-assign a new user an account password is to do it via the
autoreply template, no new scrips needed. There's a good example you can
start with on the wiki.
At 01:36 AM 5/18/2009, tommy0660 wrote:
Another thing I would want to implement is, that when a new user has been
created, immediately after the creation the user should be informed via
email to his email-address about his login information like:
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6.6 suddenly stops creating tickets
Check yum log (assuming you use it) and make sure perl or some subset of perl modules wasn't upgraded. That's where I always on systems with yum updates turned on. John BORIS wrote: All of a sudden my 3.6.6 installation on Fedora 8 stopped adding tickets. I have tried different queues and users but all just hang when you hit the create button. I see these errors in the rt_error_log [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer: http://172.31.6.213/Ticket/Create.html?Queue=43 [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer: http://172.31.6.213/Ticket/Create.html?Queue=43 [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer: http://172.31.6.213/Ticket/Create.html?Queue=43 Any pointers or where to start looking? I restarted both httpd and mysqld but that didn't help. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] 3.6.6 suddenly stops creating tickets
I administer the server and haven't done any upgrades on the server. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! Drew Barnes barne...@ucrwcu.rwc.uc.edu 5/20/2009 11:18 AM Check yum log (assuming you use it) and make sure perl or some subset of perl modules wasn't upgraded. That's where I always on systems with yum updates turned on. John BORIS wrote: All of a sudden my 3.6.6 installation on Fedora 8 stopped adding tickets. I have tried different queues and users but all just hang when you hit the create button. I see these errors in the rt_error_log [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer: http://172.31.6.213/Ticket/Create.html?Queue=43 [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer: http://172.31.6.213/Ticket/Create.html?Queue=43 [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer: http://172.31.6.213/Ticket/Create.html?Queue=43 Any pointers or where to start looking? I restarted both httpd and mysqld but that didn't help. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] Regular Authentication and ExternalAuth RT 3.8.1
On Tuesday, May 20, 2009, Eric Chatham wrote:
It appears that after I got Apache/MySql working previously, I am unable to
login with the default username/password (root/password) to the web
interface. I started a new topic for this. I also tried adding settings in
for ExternalAuth to the RT_SiteConfig.pm. I am getting an @INC
error in Apache when I try restarting the service. Even before I added the
External Authentication variables, LDAP variables and the
ExternalAuth Plugin setting, I still could not login using root and
password.
/opt/rt3/etc/RT_SiteConfig.pm settings:
I fixed some of my problems. I did two things to fix them, but I'm still stuck.
1. I copied my RT_SiteConfig.pm and Apache Config and re-ran the installation
(./configure - make testdeps - make install). I copied my saved
RT_SiteConfig.pm and Apache config back to their original location. I ran
make dropdb to redo the database installation. There wasn't anything in
there before so I was aware of the warning of all data being lost.
This fixed the problem I was having trying to log onto the web interface with
the defaults (root and password). I would like to change this password, can
anyone tell me how this is changed? The README file didn't say how or where.
APACHE ERROR_LOG:
[Tue May 19 12:54:25 2009] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server clehbrtsrv01.broadvox.local:0, exiting...
[Tue May 19 12:55:17 2009] [error] Can't locate RT/Authen/ExternalAuth.pm in
@INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8
/usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6
/usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line
625.\nCompilation failed in require at (eval 2) line 1.\n
[Tue May 19 12:55:17 2009] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server clehbrtsrv01.broadvox.local:0, exiting...
2. I partly fixed the problem I was having with LDAP. First, I looked for the
./RT/Authen/ directory and copied it recursively over to /opt/rt3/bin. This
fixed the problem as far as the Module being included, but it did not fix the
problem I'm having trying to use LDAP.
So, here are examples of my problems after the fixings. Could someone double
check them for me? Thank you once again for your assistance.
RT_SiteConfig.pm settings:
# Set( $rtname, 'example.com');
# Set(@Plugins,(qw(Extension::QuickDelete)));
# Set($WebPath, /rt3);
Set($rtname, broadvox.local);
Set($Orginization, 'broadvox.local');
Set($CorrespondAddress, 'echat...@broadvox.net');
Set($CommentAddress, 'echat...@infotelecom.us');
Set($Timezone, 'US/Eastern');
# Set($WebBaseURL, 'http://rt.broadvox.local/');
Set(@Plugins, qw(RT::Authen::ExternalAuth));
# Database
# Set($DatabaseType, 'mysql');
# Set($DatabaseUser, 'rt_user');
# Set($DatabasePassword, 'rt_pass');
# Set($DatabaseRTHost, 'localhost');
# External Authentication
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($AutoCreateNonExternalUsers, 1);
Set($ExternalAuthPriority, ['My_LDAP', 'My_MySQL', 'My_Oracle',
'SecondaryLDAP', 'Other-DB']);
# LDAP
Set($AuthMethods, ['My_LDAP', 'Internal']);
Set($LdapExternalAuth, 0);
Set($LdapExternalInfo, 0);
Set($LdapAutoCreateNonLdapUsers, 1);
Set($LdapAttrMap, {'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Orginization' = 'o',
'RealName' = 'cn',
'ExternalContactInfoId' = 'dn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos', = 'sAMAccountName',
'WorkPhone', = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'});
Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
'EmailAddress', 'RealName',
'WorkPhone', 'Address2']);
Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress',
'mailAlternateAddress']);
Set($LdapEmailAttrMatchPrefix, ['', 'smtp', 'SMTP:']);
Set($LdapServer,
Re: [rt-users] Assign ticket to someone who's queue is not visible to me - or - what's an ACL?
Thomas, Try putting Mr. Blub into a group that has the correct privileges for the Queues you want him to own tickets for. That way, he's just another guy who can own tickets in that queue along with others, but his own queue still remains invisable to those who do not need to see it. Hope this helps. Kenn LBNL On 5/20/2009 9:28 AM, Thomas Fluch wrote: Hey! I want to assign tickets to a supporter who is watcher of a queue I cannot see. I figured out, that I can only assign tickets to those who are in the scope of my visible queues. So, if i can see the queues general and development, i cant assign a ticket to Mr. Blub, who is watcher of the queue media only. The drop down menu of owner just offers all names of queues I can see. I dont want everyone to see each queue to prevent an information overflow. How can i solve that problem? Does this have something to do with the ACL? If not, whats an ACL (Access Control List) and how can i use it efficiently? The wiki does not offer much information about the ACL. Thanks 2 everyone Best regards, Tommy! ___ 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 ___ 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] Remove a user or merge two users?
Hello. I'd like to either... 1) Remove an account that was mistakenly created (preferred) 2) Or, merge two accounts (id's 28 and 3659) I understand why in general you do not want to remove accounts/id's in RT, but this account has one ticket under it which can be recreated and I'd prefer to keep my RT instance as clean as possible. Thanks. -Jeff ___ 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] RT 3.6.5 causes connection aborts resulting in 500 error
Kage wrote: Same error is occurring with 1GB of memory on the VM. Everything else in Apache works just fine, but RT is dead until I restart Apache2. As I said before: But I would start by looking for more clues when the system is in the not working state. Look at memory usage, CPU usage, and the like. See if apache is responding to other non-RT page requests. Doing so will help you narrow it down. In other words, when it breaks next, DON'T just restart apache2. Log into the system and poke around _while its broken_. Try to load a web page through apache that is not RT-related _while its broken_. Look at the memory usage _while its broken_. Look at CPU load _while its broken_. Poke around in all the logs you have in /var/log for recent messages. See if you can narrow it down any. Taking wild stabs and guesses at stuff is a pet peeve of mine; it is not problem-solving. Be deterministic rather than guessing and you'll be more efficient (and learn to be more self-sufficient at the same time). -- -- 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
[rt-users] Use of Bcc field?
We have an older RT install, version 3.6.4. I've been noticing recently that when a user submits a reply to his ticket for which I am the owner, I get his correspondence, but I also get a duplicate email which has no To: field (so my mail reader says undisclosed recipients;) and which has me in the Bcc: field. I finally got annoyed enough to dig and figure out which scrip was doing it. In the logs I see: [Wed May 20 10:11:38 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-...@cis.uab.edu #9722/138706 - Scrip 6 OnCorrespNotifyOtherRecips (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) [Wed May 20 10:11:38 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-...@cis.uab.edu No recipients found. Not sending. (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:257) [Wed May 20 10:11:38 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-1...@cis.uab.edu #9722/138706 - Scrip 19 OnCorrespNotifyOwner (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) [Wed May 20 10:11:39 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-1...@cis.uab.edu sent To: f...@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276) [Wed May 20 10:11:39 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-...@cis.uab.edu #9722/138706 - Scrip 5 OnCorrespNotifyRequestorsAndCCs (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) [Wed May 20 10:11:39 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-...@cis.uab.edu sent Bcc: f...@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276) So ok - there were no OtherRecipients, good so far. There was the correspondence to me the owner via Scrip 19, also good so far. But then Scrip 5 OnCorrespNotifyRequestorsAndCCs decided that it should Bcc me. That's where I am stumped. This doesn't happen on all tickets, just some, but I can't discern anything special about this ticket - it's just a simple user sent an email to helpdesk ticket - one Requestor, one Owner. Was this a known bug from the 3.6 series, or is this just me not understanding what the OnCorrespNotifyRequestorsAndCCs scrip is doing? Thanks, Fran -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 ___ 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] Scrip-Generation: OnOwnerChange -- Change Queue to one of the owner is granted to see
The easiest way is to use a perl hash:
my %map = (
'user name A' = 'queue name',
'user name B' = 'queue name',
...
);
Then you do something like this:
my $owner_name = $self-TicketObj-OwnerObj-Name;
my $new_queue_name = $map{ $owner_name };
unless ( $new_queue_name ) {
$RT::Logger-error(No owner map for user $owner_name);
return 0;
}
my ($status, $msg) = $self-TicketObj-SetQueue( $new_queue_name );
unless ( $status ) {
$RT::Logger-error(Couldn't set queue to '$new_queue_name' of a
ticket #. $self-TicketObj-id . : $msg);
return 0;
}
I don't remember exactly if SetQueue method supports names, but
looking at your progress I think you can find way to load Queue by
name and get its id.
On Mon, May 18, 2009 at 12:29 PM, tommy0660 flu...@wyeth.com wrote:
Hey!
I have the following problem:
If a ticket has been taken the owner AND the queue should change
automatically. The queue should be one of those the owner is granted to see.
Not every user is granted to see each queue. Supporter A for example is
granted to see his queue Development. If Supporter A takes a ticket, the
queue should also change to Development. If an owner has rights to see more
than one queue, i want to specifiy which queue it should be by my own
hardcoded in the scrip (due to the fact, that this would only happen to
three users, its not much work to do that.)
So what i need is to find out:
Who is the new owner of the ticket?
Is the owner = Supporter A, Supporter B or Supporter C
If yes:
If Supporter A:
Change Queue to Queue 1;
If Supporter B:
and so on
...
If no:
Get the queue the owner is granted to see
Change queue to this queue.
I started without any knowledge about perl with the following scrip:
#Get the new Owner of the ticket
my $Owner = $self-TicketObj-Owner;
#Here i tried to get the Owners Queue but I will get the Tickets Queue and
thats wrong.
///my $Queue = $self-TicketObj-QueueObj-Name;
#Set the Queue to $Queue
my ($status, $msg) = $TicketObj-SetQueue ( $Queue );
unless ( $status ) {
die Error: $msg;
}
Maybe someone can help me.
Thx
Best regards
Tommy
--
View this message in context:
http://www.nabble.com/Scrip-Generation%3A-OnOwnerChange---%3E-Change-Queue-to-one-of-the-owner-is-granted-to-see-tp23593199p23593199.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
___
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--
Best regards, Ruslan.
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Re: [rt-users] Repeatedly asking for login
http://rt3.fsck.com/Ticket/Display.html?id=13513 On Mon, May 18, 2009 at 4:22 PM, Tony A local...@gmail.com wrote: Oops. Sorry about that. Just realised what it was. I had a trailing slash on $WebBaseURL and then a beginning slash on $WebPath. So when you clicked on something like create a ticket or reply to a ticket, it set the address to http://server//rt rather that http://server/rt. Cheers Tony Ayre On Mon, 18 May 2009 04:42:35 -0700 bTony A local...@gmail.com/b wrote Hi all, Further to my recent problem regarding ExternalAuth 0.08 and RT 3.8.2, I now seem to have gained an issue where users (myself included) get prompted to log in again when they do something like create a ticket. When I look in the sessions table, it appears multiple sessions get created, so I am a little confused as to what is going on? Any advice would be good. Also, the UPGRADING.mysql details have been followed as instructed in the readme. Cheers Tony Ayre ___ 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] Remove a user or merge two users?
Jeff, I've done this more than a few times and to be honest, it was a mistake. There are many tables involved in maintaining User relationships (Groups, GroupMembers, ACL, Transactions, etc.). I have found that the simplest thing to do is go to the tickets that belong to someone I would like to erase and just give the ticket to someone else and then disable the old user. No one will see him, no one will know he exists. Looking at all the stuff on the DataBase will drive you nuts if you've just a little bit of OCD in you like I do. Kenn LBNL On 5/20/2009 12:41 PM, Jeff Lucas wrote: Hello. I'd like to either... 1) Remove an account that was mistakenly created (preferred) 2) Or, merge two accounts (id's 28 and 3659) I understand why in general you do not want to remove accounts/id's in RT, but this account has one ticket under it which can be recreated and I'd prefer to keep my RT instance as clean as possible. Thanks. -Jeff ___ 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 ___ 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] RT 3.6.5 causes connection aborts resulting in 500 error
Well, to reiterate what I said, I did try other Apache2 pages while it was broken. They load just fine with no errors, including Perl scripts. CPU load is 0%, Load is 0.01 or around there across the board. Memory is about the same as after the VM boots up (about 100MB in use). The logs say exactly the same thing as in my first E-Mail. I'm not sure how else to narrow it down. Nothing else is disfunctional in the VM except for RT. I have also rebuilt this VM from scratch about 4 times now trying to see if perhaps that is an issue in and of itself, and the error is recurring. Any other ideas? I can't seem to narrow it down any more using these methods. On Wed, May 20, 2009 at 3:51 PM, Tom Lahti t...@bitstatement.net wrote: Kage wrote: Same error is occurring with 1GB of memory on the VM. Everything else in Apache works just fine, but RT is dead until I restart Apache2. As I said before: But I would start by looking for more clues when the system is in the not working state. Look at memory usage, CPU usage, and the like. See if apache is responding to other non-RT page requests. Doing so will help you narrow it down. In other words, when it breaks next, DON'T just restart apache2. Log into the system and poke around _while its broken_. Try to load a web page through apache that is not RT-related _while its broken_. Look at the memory usage _while its broken_. Look at CPU load _while its broken_. Poke around in all the logs you have in /var/log for recent messages. See if you can narrow it down any. Taking wild stabs and guesses at stuff is a pet peeve of mine; it is not problem-solving. Be deterministic rather than guessing and you'll be more efficient (and learn to be more self-sufficient at the same time). -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- -- ~ Kage http://vitund.com http://hackthissite.org ___ 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] apache/mason software caused connection abort
I believe that probably it's easier to try with FastCGI instead of mod_perl. It's not hard to replace one with another. On Wed, May 20, 2009 at 12:56 AM, Nick Geron nge...@corenap.com wrote: No thoughts from the crowd? -Nick ___ 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] Template fields in regular correspondence.
Ruslan Zakirov wrote: I don't think so. However you can do the following, add valid status and send when ticket's status changes. Or you can send it on first update, but not if update is deletion of the ticket. Ruslan, Would this require setting a custom condition/action in the scrips menu of the queue? I've read through http://wiki.bestpractical.com/view/WriteCustomAction http://wiki.bestpractical.com/view/WriteCustomCondition and, not being a perl programmer, it's seems above my skill level to do. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu Management Services of America, Inc. E-mail: cw...@us.fujitsu.com ___ 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] Template fields in regular correspondence.
On Thu, May 21, 2009 at 1:51 AM, Camron W. Fox cw...@us.fujitsu.com wrote: Ruslan Zakirov wrote: I don't think so. However you can do the following, add valid status and send when ticket's status changes. Or you can send it on first update, but not if update is deletion of the ticket. Ruslan, Would this require setting a custom condition/action in the scrips menu of the queue? I've read through http://wiki.bestpractical.com/view/WriteCustomAction http://wiki.bestpractical.com/view/WriteCustomCondition and, not being a perl programmer, it's seems above my skill level to do. Yep, this will require some custom conditions. You can find examples of conditions on http://wiki.bestpractical.com/view/CustomConditionSnippets. There are examples pretty close to your case at the top of the page. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu Management Services of America, Inc. E-mail: cw...@us.fujitsu.com ___ 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] Remove a user or merge two users?
There are MergeUsers and MergeUsersHistory extensions in the best practical's repository and on the CPAN. On Wed, May 20, 2009 at 11:41 PM, Jeff Lucas jlu...@eagleinvsys.com wrote: Hello. I’d like to either… 1) Remove an account that was mistakenly created (preferred) 2) Or, merge two accounts (id’s 28 and 3659) I understand why in general you do not want to remove accounts/id’s in RT, but this account has one ticket under it which can be recreated and I’d prefer to keep my RT instance as clean as possible. Thanks. -Jeff ___ 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] RT 3.6.5 causes connection aborts resulting in 500 error
I know you said you don't suspect a memory issue on your end, but I have to report, once I upped our 3.8.2 VMs from 256M to 1G per, I have yet to see the error repeated. Something that may be a quite different between our systems is user load. I'm the only one poking around on ours. Therefore our test systems only have to support one live session. I suspect from your first posts that systems are live (lots of users)? I can't speak beyond my own anecdotal evidence, but maybe someone on the list can give us a quick calculation for the average memory required per live user/session. If so, you could at least use that to verify that you're not hitting a resource limit. -Nick Kage wrote: Well, to reiterate what I said, I did try other Apache2 pages while it was broken. They load just fine with no errors, including Perl scripts. CPU load is 0%, Load is 0.01 or around there across the board. Memory is about the same as after the VM boots up (about 100MB in use). The logs say exactly the same thing as in my first E-Mail. I'm not sure how else to narrow it down. Nothing else is disfunctional in the VM except for RT. I have also rebuilt this VM from scratch about 4 times now trying to see if perhaps that is an issue in and of itself, and the error is recurring. Any other ideas? I can't seem to narrow it down any more using these methods. On Wed, May 20, 2009 at 3:51 PM, Tom Lahti t...@bitstatement.net wrote: Kage wrote: Same error is occurring with 1GB of memory on the VM. Everything else in Apache works just fine, but RT is dead until I restart Apache2. As I said before: But I would start by looking for more clues when the system is in the not working state. Look at memory usage, CPU usage, and the like. See if apache is responding to other non-RT page requests. Doing so will help you narrow it down. In other words, when it breaks next, DON'T just restart apache2. Log into the system and poke around _while its broken_. Try to load a web page through apache that is not RT-related _while its broken_. Look at the memory usage _while its broken_. Look at CPU load _while its broken_. Poke around in all the logs you have in /var/log for recent messages. See if you can narrow it down any. Taking wild stabs and guesses at stuff is a pet peeve of mine; it is not problem-solving. Be deterministic rather than guessing and you'll be more efficient (and learn to be more self-sufficient at the same time). -- -- 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] apache/mason software caused connection abort
Thanks for the info, Ruslan. I discovered I forgot to up the memory on my VMs from a low, 256M default. I gave them 1G each, and so far it seems the behavior has abated. I'm hoping that was the problem, but if not, I might try a FastCGI build. -Nick Ruslan Zakirov wrote: I believe that probably it's easier to try with FastCGI instead of mod_perl. It's not hard to replace one with another. On Wed, May 20, 2009 at 12:56 AM, Nick Geron nge...@corenap.com wrote: No thoughts from the crowd? -Nick ___ 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 ___ 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] apache/mason software caused connection abort
On Thu, May 21, 2009 at 2:18 AM, Nick Geron nge...@corenap.com wrote: Thanks for the info, Ruslan. I discovered I forgot to up the memory on my VMs from a low, 256M default. I gave them 1G each, and so far it seems the behavior has abated. I'm hoping that was the problem, but if not, I might try a FastCGI build. This is possible. Just didn't expect to see something like that in logs. -Nick -- 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] 3.8.2 - HTML viewing issue
Hello, We just upgraded to 3.8.2 and since then when we receive our fax notifications, the HTML rendering is a little off. I have attached two files, the message and a screenshot showing the problem. Is this a bug? Or do I have something misconfigured here? -- Cheers, David attachment: efaxbug.gifContent-Type: text/html; charset="utf-8" Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: utf-8 Content-Length: 3576 Fax Message [Caller-ID: xxx-xxx-] You have received a 1 page fax at 2009-05-16 13:15:30 EST. * The reference number for this fax is tok1_did1-some-very-big-number. View this fax using your PDF reader. Please visit www.eFax.com/en/efax/twa/page/help if you have any questions regarding this message or your service. Thank you for using the eFax service! Home   Contact   Login © 2008 j2 Global Communications, Inc. All rights reserved. eFax® is a registered trademark of j2 Global Communications, Inc. This account is subject to the terms listed in the eFax® Customer Agreement. ___ 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] RT 3.6.5 causes connection aborts resulting in 500 error
Kage wrote: Well, to reiterate what I said, I did try other Apache2 pages while it was broken. They load just fine with no errors, including Perl scripts. CPU load is 0%, Load is 0.01 or around there across the board. Memory is about the same as after the VM boots up (about 100MB in use). The logs say exactly the same thing as in my first E-Mail. I'm not sure how else to narrow it down. Nothing else is disfunctional in the VM except for RT. I have also rebuilt this VM from scratch about 4 times now trying to see if perhaps that is an issue in and of itself, and the error is recurring. Any other ideas? I can't seem to narrow it down any more using these methods. OK, that's excellent. It means its confined to one of RT or the RT/Apache interface you are using. Are you using fastcgi or ? What version is it? You could also try upgrading to RT 3.8.2. -- -- 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] Remove a user or merge two users?
Thanks for the suggestion, Ruslan. I installed/ran RT-Extension-MergeUsers-0.03_02 (specifying the ID, i.e. 28 rather than the username, i.e. j...@eagle.com that I wanted to merge the acct into) and it resulted in... RT::User::MergeInto Unimplemented in HTML::Mason::Commands. (/apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers/Admin/Users/Modify.html/RightColumnBottom line 71) It does not appear to have worked since both users still show up in my user list (ID's 28 and 3659. Any suggestions? Thanks. -Jeff -Original Message- From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: Wednesday, May 20, 2009 6:12 PM To: Jeff Lucas Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Remove a user or merge two users? There are MergeUsers and MergeUsersHistory extensions in the best practical's repository and on the CPAN. On Wed, May 20, 2009 at 11:41 PM, Jeff Lucas jlu...@eagleinvsys.com wrote: Hello. I’d like to either… 1) Remove an account that was mistakenly created (preferred) 2) Or, merge two accounts (id’s 28 and 3659) I understand why in general you do not want to remove accounts/id’s in RT, but this account has one ticket under it which can be recreated and I’d prefer to keep my RT instance as clean as possible. Thanks. -Jeff ___ 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
