Re: [rt-users] RT on Oracle - ORA-04043 object Attachments does not exist
Nick Yonko wrote: I am getting an error when rt-mailgate sends an email to RT saying that the Attachments object does not exist. The email is received and the details of it are written to the database, however the body of the email is missing. Has anyone dealt with this? I am on Oracle 10.2.0, running RT on openSuSE 11.1 using the full administrator install of the Oracle client. Can you login into the database using sqlplus with user rt_user/... and do a: desc attachments This should output the table structure of the Attachments table. Looks like you're missing one table. What could be the case, no pun indented, is that somehow the table was created using quotes which means Oracle is then case sensitive. Regards, Joop ___ 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 on Oracle - ORA-04043 object Attachments does not exist
That was my initial thought, but when I log into the database using the rt user with sqlplus, as the account that runs the apache daemon no less, I can issue a 'desc attachments' command and a 'desc Attachments' command and both return the table structure. - Original Message - From: Joop van de Wege joopvandew...@mococo.nl To: Nick Yonko nyo...@advnettech.net Cc: rt-us...@bestpractical.com Sent: Tuesday, June 2, 2009 11:14:19 PM GMT -08:00 US/Canada Pacific Subject: Re: [rt-users] RT on Oracle - ORA-04043 object Attachments does not exist Nick Yonko wrote: I am getting an error when rt-mailgate sends an email to RT saying that the Attachments object does not exist. The email is received and the details of it are written to the database, however the body of the email is missing. Has anyone dealt with this? I am on Oracle 10.2.0, running RT on openSuSE 11.1 using the full administrator install of the Oracle client. Can you login into the database using sqlplus with user rt_user/... and do a: desc attachments This should output the table structure of the Attachments table. Looks like you're missing one table. What could be the case, no pun indented, is that somehow the table was created using quotes which means Oracle is then case sensitive. Regards, Joop ___ 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 on Oracle - ORA-04043 object Attachments does not exist
Nick Yonko wrote: That was my initial thought, but when I log into the database using the rt user with sqlplus, as the account that runs the apache daemon no less, I can issue a 'desc attachments' command and a 'desc Attachments' command and both return the table structure. Can you turn on sql logging within RT? This might give you a clue as to what exact statement is causing the ora-04043 error Regards, Joop ___ 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] R: R: RT Queue Subject Tag problem
Hi Jesse! First of all, thank you for your response. Unfortunately, it seems it is not working. On a test system (RT 3.8.2) we have two incoming queues: DBA and SCHEDU. I have set the subject tag for the DBA queue as DBA, while the subject tag for the SCHEDU queue is SCHD. In the RT_SiteConfig i have: Set($rtname , SCHEDULAZIONE); Set($ExtractSubjectTagMatch, qr/\[(?:DBA|SCHD) #\d+\]/); I have restarted apache, then I created a test ticket in both queues (using the quick ticket creation panel). BOTH of these ticket came out as having [SCHEDULAZIONE #] in the subject of the email, i.e. they both have the $rtname instead of the intended subject tag. We are running 3.8.2 both in production and in test. Is this a show-stopper? Should we upgrade to 3.8.3 to have the functionality? Or am I misunderstanding the intended behaviour of the subject tag setting? Thank you in advance! Bye Cris -Messaggio originale- Da: Jesse Vincent [mailto:je...@bestpractical.com] Inviato: venerdì 29 maggio 2009 22.59 A: Guadagnino Cristiano Cc: rt-users@lists.bestpractical.com; jer...@umbc.edu Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem On Fri, May 29, 2009 at 12:22:15PM +0200, Guadagnino Cristiano wrote: Hi all, I am having the same problem as Jeremy here. Nobody replied since january... can somebody help please? We just added some queues to out RT installation; these queues are to be used by an entirely new set of users, and we need then to have a different subject tag. If I understand correctly, the default subject tag is taken by the $rtname variable. So I changed the subject tag field in the queues, which was previously unset. RT tells me it has saved the value, but if I reenter the queue configuration panel I see mixed results: sometimes I see subject tag field empty, and sometimes I see it populated with what I have set. The behaviour also seems to be unconsistent: sometimes it uses the subject tag I have set, sometimes (90% of times) it uses the $rtname. I have looked at the database (MySQL here), and I also see that the only place where the value is apparently stored is in the attributes table. Is this a known bug? It's an interaction with the ExtractSubjectTag scrip. I believe that if you add all your subject tags to ExtractSubjectTagMatch in RT_SiteConfig, that will take care of it. I also _Thought_ this was sorted out for 3.8.3, but someone who actually had code in the release can likely correct me on that ;) ___ 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 3.8.2 - 3.8.3 Update/Changes
On Mon, Jun 01, 2009 at 01:53:38PM -0400, Jesse Vincent wrote: Second, I just wanted to point out to folks that use WebExternalAuth, and potentially the companion WebFallbackToInternalAuth, that it has been reversed. In RT 3.8.2, it was ...is undefined, the user... and in 3.8.3, it is now ...is defined, the user... so please be careful. My recollection is that this was a documentation fix, not a change in actual behaviour. I confirm, see svn 17865 and rt ticket 12478. ___ 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] Tickets with Owner= (no value)
Good morning, Yesterday I removed a user (within MySQL) had several assigned tickets. Now these have Owner= (no value). I have tested next: 1.- MySQL query, but I cannot select because Owner= (no value) 2.- In RT: new Search / Batch update / (I cannot because RT says Only you can assign tickets that they haven't Owner or it's Nobody) Could I tell me how I assign the new owner? Best regards, ALBERTO VILLANUEVA DEL VAL Consultant Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 Campezo Street, 1- 28022 - Madrid, Spain Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ 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] Help with RT Groups and LDAP group.
Tue 02 Jun 2009 23:16:38 GMT
Kevin Gagel wrote:
I've got the ldap plug in working but I seem to have a disconnect
between root and ldap users. What I mean is that I can login to RT using
my ldap credentials but I have nothing available except tickets to open,
close and new tickets. The root account is still available and when I
login with that I can configure rights but my ldap users don't appear
unless I do a search for them specifically. Some rights cannot be
assigned because the ldap account does not appear in the list of choices
to add a right to.
Can someone point me in the right direction here please?
Your LDAP users are being auto-created as Unprivileged which means they
see the SelfService screen, not the staff/privileged user interface.
Also the default user list only shows privileged users. If you want to
see all users search for %
If you want LDAP users to be automatically created as privileged then
you need to set:
Set($AutoCreate, {Privileged = 1})
If you just want selected LDAP users to be privileged then search for
the user, go into their settings and set Allow this user to be granted
rights.
--
Kind Regards,
__
Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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[rt-users] admin cc not receiving mail
Hi, Been googling for 2 weeks with no success. I have an issue with admin cc. I am listed as admin cc of a queue. If someone adds a comment to a ticket i receive the correspondence, however if someone emails a comment the correspondence is not sent out to admin cc's Is this the standard way it should work? I would like all transacations on a particular queue to be sent to the admin cc's. Is this possible? Bashir ___ 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 3.8.2 - 3.8.3 Update/Changes
Is a database upgrade needed? When we went from 3.8.2 to .3 it failed saying that group something id already exists. Thanks. On 01/06/2009, Jesse Vincent je...@bestpractical.com wrote: Second, I just wanted to point out to folks that use WebExternalAuth, and potentially the companion WebFallbackToInternalAuth, that it has been reversed. In RT 3.8.2, it was ...is undefined, the user... and in 3.8.3, it is now ...is defined, the user... so please be careful. My recollection is that this was a documentation fix, not a change in actual behaviour. ___ 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 -- Sent from my mobile device http://www.suretecsystems.com/services/openldap/ http://www.suretectelecom.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] Only Plain Text Mails.
On Jun 1, 2009, at 8:18 PM, Rana Tanveer wrote:
Hi Kavin
I have tried hard to implement according to your advise. but
unfortunately it does not work or may i did something wrong.
http://code.bestpractical.com/bps-public/rt/3.8/trunk/docs/templates.pod
can you please give me some exact example so that i use that with
little modification.
I have spent 10 hours for this task to sent mails in text/html.
You appear to have missed the important part of that URL
=item Content-Type: text/html
The special header Content-Type: text/html tells RT that the
template should
be parsed as HTML. RT will automatically make the outgoing message
multipart.
That way, recipients who can read only plaintext email will receive
something
readable, while users with clients which can display HTML will receive
the full
experience. Please be aware that HTML support in mail clients varies
greatly,
much more so than different web browsers.
We welcome contributions of HTML-ization of builtin templates.
=back
You didn't provide examples of what you tried, which makes it difficult
to tell you what broke.
-kevin
i am thinking about to modify SendEmail.pm, as this was not the
right way to deal with so i did not change this file. as it is
clearly mentioned here that for security reason we only send textual
mails.
can you please help ?
Part of the
/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm
# For security reasons, we only send out textual mails.
foreach my $part ( grep !$_-is_multipart, $MIMEObj-parts_DFS ) {
.
.
.
On May 31, 2009, at 12:32 AM, Rana Tanveer wrote:
I am using RT 3.8.2, but RT is sending only plain text messages.
Please read docs/templates.pod in your RT tarball which
describes the steps necessary to generate outgoing HTML
email (the settings below only affect display of mail within
RT)
-kevin
i used below setting but same result.
Set($PreferRichText, 1);
Set($MessageBoxRichText, 1);
Set($MessageBoxRichTextHeight, 200);
I even try to search mailing lists but no luck.
could anyone guide me what is wrong, or what might should i have to
use ?
--
-
Rana Tanveer
+923224194457
http://www.sysadminsline.com
-
On Sun, May 31, 2009 at 10:32 AM, Rana Tanveer
ranatanv...@gmail.com wrote:
Hi Every one.
I am using RT 3.8.2, but RT is sending only plain text messages.
i used below setting but same result.
Set($PreferRichText, 1);
Set($MessageBoxRichText, 1);
Set($MessageBoxRichTextHeight, 200);
I even try to search mailing lists but no luck.
could anyone guide me what is wrong, or what might should i have to
use ?
--
-
Rana Tanveer
+923224194457
http://www.sysadminsline.com
-
--
-
Rana Tanveer
+923224194457
http://www.sysadminsline.com
-
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Re: [rt-users] Custom Fields in Update.html view
On Jun 1, 2009, at 11:34 PM, Stephen Cochran wrote: Custom fields are displayed in Update.html (reached by clicking on Comment, Reply, or Resolve). Are they supposed to be modifiable in that interface? I don't see anything in Update.html that would be saving their settings, though I don't recognize the form submission handling in Update.html. I know the ticket status and owners are saved, but CFs dont' seem to be. Sounds like you have an incomplete local modification RT only displays Transaction Custom Fields on that page, not Ticket Custom Fields -kevin ___ 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] 3.8.2 message display bug reappears in 3.8.3
On Jun 2, 2009, at 5:28 AM, Jo Rhett wrote:
I reported this message display bug about 3 months ago, Kevin agreed
with the fix, but it's still present in 3.8.3. Without this fix, if
you click Show next to an outgoing mail message, regardless of your
preference settings, text paragraphs are a single long line.
I don't recall agreeing with the fix, but I did ask for it to end up
in the
bug tracker so it could be tracked.
Its currently slated for review for 3.8.4
http://rt3.fsck.com/Ticket/Display.html?id=13230
As I recall, during triage for 3.8.3 I couldn't immediately replicate
the problem you were solving so we left it for further review when
we had a little more time to replicate.
-kevin
--- ShowEmailRecord.html_orig 2009-02-23 16:55:17.0 -0800
+++ ShowEmailRecord.html2009-02-23 16:56:22.0 -0800
-65,7 +65,7
my $show;
$show = sub {
my $attach = shift;
-$m-out( 'div id=bodypre style=padding: 2em;' );
+$m-out( 'div id=body style=white-space: pre-wrap; padding:
2em;' );
$m-out( $m-interp-apply_escapes( $attach-Headers, 'h' ) );
$m-out( \n\n );
if ( $attach-ContentType =~ m{^multipart/}i ) {
-76,7 +76,7
} else {
$show_content-( $attach );
}
-$m-out( '/pre/div' );
+$m-out( '/div' );
};
my $AttachmentObj = new RT::Attachment($session{'CurrentUser'});
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
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Re: [rt-users] RT::User::MergeInto Unimplemented in HTML::Mason::Commands
On Jun 2, 2009, at 2:41 PM, Jeff Lucas wrote: I’ve installed RT-Extension-MergeUsers-0.03_02 but get the following when trying to use it from the User account page… 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) My install is a bit unusual in that I have RT installed in /apps as follows… # find /apps/rt-3.8.2/ -name \*erge\* /apps/rt-3.8.2/man/auto/RT/Extension/MergeUsers /apps/rt-3.8.2/man/man3/RT::Extension::MergeUsers.3pm /apps/rt-3.8.2/lib/RT/Extension/MergeUsers.pm I wonder what else is unusual about your install, I'd expect MergeUsers.pm and all the callbacks to live in: /apps/rt-3.8.2/local/plugins/RT-Extension-MergeUsers/ Otherwise, Set(@Plugins) won't be able to properly load it. -kevin /apps/rt-3.8.2/share/html/REST/1.0/ticket/merge /apps/rt-3.8.2/share/html/REST/1.0/Forms/ticket/merge /apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers /apps/rt-3.8.2/bin/rt-update-merged-users /apps/rt-3.8.2/bin/rt-merge-users /apps/rt-3.8.2/var/mason_data/obj/2362954981/standard/Callbacks/RT- Extension-MergeUsers # grep -i merge /apps/rt-3.8.2/etc/* /apps/rt-3.8.2/etc/RT_Config.pm: debug info notice warning error critical alert emergency /apps/rt-3.8.2/etc/RT_SiteConfig.pm:Set(@Plugins, qw(RT::Extension::MergeUsers)); I’m not sure if my non-standard install location is the problem or not. TIA. -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] Creating Tickets Via Email
On Jun 2, 2009, at 4:22 PM, Nick Coronado wrote: I looked up the Email Integration document under the wiki pages. I followed the steps and was able to perform the following: cat testfile | /usr/bin/rt-mailgate --debug Exchange --action correspond –url http://rt.isncom.com AND RECEIVED: Connecting to http://rt.isncom.com/REST/1.0/NoAuth/mail-gateway at / usr/bin/rt-mailgate line 99, line 1. okTicket: 12648Queue: Owner: NobodyStatus: rejectedSubject: testing ticketRequestor: at /usr/bin/rt-mailgate line 108, line 1. In order to keep the ticket from being rejected when I use the web interface I have to have the following fields: 1. mandatory customer ID 2. support level 3. severity If the whole point is for a user to be able to email an issue and have it create a ticket how could I do this without getting the ticket rejected? Do you have a customization to reject tickets if those Custom Fields aren't filled out? It appears there is something setting the status to Rejected. RT's Custom Field validation code prevents ticket creation in the web ui, but not in the mailgate for precisely this reason. -kevin Basically, instead of having customer service deal with so many calls we would like users to be able to create their own tickets. ? Has anyone dealt with this issue before? ___ 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 3.8.2 - 3.8.3 Update/Changes
On Jun 3, 2009, at 6:43 AM, Gavin Henry wrote: Is a database upgrade needed? When we went from 3.8.2 to .3 it failed saying that group something id already exists. Yes, there is a database upgrade involved. Please send the full error message and the command you use to rt-b...@bestpractical.com so we can review it. There were no groups created between 3.8.2 and 3.8.3 so I wonder what happened. -kevin On 01/06/2009, Jesse Vincent je...@bestpractical.com wrote: Second, I just wanted to point out to folks that use WebExternalAuth, and potentially the companion WebFallbackToInternalAuth, that it has been reversed. In RT 3.8.2, it was ...is undefined, the user... and in 3.8.3, it is now ...is defined, the user... so please be careful. My recollection is that this was a documentation fix, not a change in actual behaviour. ___ 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 -- Sent from my mobile device http://www.suretecsystems.com/services/openldap/ http://www.suretectelecom.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 ___ 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] Storing custom field file to local file system
On Jun 3, 2009, at 7:23 AM, BJ Blanchard wrote:
Thanks Tom - but actually my custom field IS defined as Upload one
file (or an attachment).
My problem is saving that attachment from RT to /tmp (for
manipulation from command-line script).
There must be some non-http method of extracting the attachment to
a file?
Look at Download/CustomFieldValue/dhandler
You need to get an ObjectCustomFieldValue object and then fetch the
LargeContent
-kevin
-Original Message-
From: Tom Lahti t...@bitstatement.net
To: BJ Blanchard bl...@dainty.ca
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Storing custom field file to local file system
Date: Tue, 02 Jun 2009 13:42:07 -0700
my $url = RT-Config-Get('WebPath') .
/Download/CustomFieldValue/.$cf-Id.'/'.$cf-Content;
getstore($url,/tmp/temp.odt);
Or perhaps more easily put: How do you extract a file from a custom
field and store it on the local file system?
Since the custom field just names the file, set up a separate name
space in
your web server (Apache?) that doesn't go through RT to fetch the
document
through with getstore().
my $url = http://not-rt.server.com/some/dir/; . $cf-Content;
getstore($url...);
If you need to secure it better make sure not-rt.server.com isn't
publicly
available, or use localhost and clamp that down in Apache config,
or whatever.
If you need RT to authenticate document access, then you're better off
storing the document as an attachment.
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Re: [rt-users] RT 3.8.2 - 3.8.3 Update/Changes
Will do, thanks. On 03/06/2009, Kevin Falcone falc...@bestpractical.com wrote: On Jun 3, 2009, at 6:43 AM, Gavin Henry wrote: Is a database upgrade needed? When we went from 3.8.2 to .3 it failed saying that group something id already exists. Yes, there is a database upgrade involved. Please send the full error message and the command you use to rt-b...@bestpractical.com so we can review it. There were no groups created between 3.8.2 and 3.8.3 so I wonder what happened. -kevin On 01/06/2009, Jesse Vincent je...@bestpractical.com wrote: Second, I just wanted to point out to folks that use WebExternalAuth, and potentially the companion WebFallbackToInternalAuth, that it has been reversed. In RT 3.8.2, it was ...is undefined, the user... and in 3.8.3, it is now ...is defined, the user... so please be careful. My recollection is that this was a documentation fix, not a change in actual behaviour. ___ 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 -- Sent from my mobile device http://www.suretecsystems.com/services/openldap/ http://www.suretectelecom.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 ___ 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 -- Sent from my mobile device http://www.suretecsystems.com/services/openldap/ http://www.suretectelecom.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] TransactionBatch Question
On Mon, 01 Jun 2009 18:19:35 -0400, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: Steve, sorry, but I can't say that I fully understand your description, but conditions of batch scrips tested on every transaction in a batch, but process stops as soon as we find a match. We don't want to fire the same scrip multiple times on the same batch. For example batch has status, queue and two cfs change. * If a condition fires its scrip on correspond then the scrip action wouldn't be applied. All txns in the batch would be checked against the condition. * if a condition fires its scrip on queue change then the scrip action would be applied and default transaction accessor will point to queue change. The condition wouldn't be checked against cf changes. * if a condition fires its scrip on any cf change then the scrip action would be applied and default transaction accessor will point to the first cf change. The condition wouldn't be checked against other transacactions after the first change in a cf. Something like that, hope it helps. Steve I think I've got it now! Thanks for your help Ruslan, Steve -- Stephen Turner Sr. Analyst/Programmer MIT IST - SAIS ___ 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 3.8.2 - 3.8.3 Update/Changes
I see a database upgrade for postgres, but nothing for mysql going from 3.8.2 to 3.8.3. Perhaps I'm missing something... James Moseley Kevin Falcone falc...@bestpractical.com wrote: Yes, there is a database upgrade involved. ___ 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 3.8.2 - 3.8.3 Update/Changes
On Jun 3, 2009, at 9:18 AM, jmose...@corp.xanadoo.com wrote: I see a database upgrade for postgres, but nothing for mysql going from 3.8.2 to 3.8.3. Perhaps I'm missing something... etc/upgrade/3.8.3/content It isn't a schema change, but it upgrades things in the database. -kevin James Moseley Kevin Falcone falc...@bestpractical.com wrote: Yes, there is a database upgrade involved. ___ 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 3.8.2 - 3.8.3 Update/Changes
Yeah, we use Pg. We got 'relation 'groupmembers1' already exists. On 03/06/2009, jmose...@corp.xanadoo.com jmose...@corp.xanadoo.com wrote: I see a database upgrade for postgres, but nothing for mysql going from 3.8.2 to 3.8.3. Perhaps I'm missing something... James Moseley Kevin Falcone falc...@bestpractical.com wrote: Yes, there is a database upgrade involved. ___ 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 -- Sent from my mobile device http://www.suretecsystems.com/services/openldap/ http://www.suretectelecom.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 3.8.2 - 3.8.3 Update/Changes
Great, thanks! Will run that later and report back. On 03/06/2009, Kevin Falcone falc...@bestpractical.com wrote: On Jun 3, 2009, at 9:20 AM, Gavin Henry wrote: Yeah, we use Pg. We got 'relation 'groupmembers1' already exists. Oh, thats ok. We added an index that existed on MySQL but not on Pg, but if you do your own database tuning there is always a chance we'll conflict with you. Pointers to portable, simple and back- compatible ways of detecting indexes appreciated. You may want to run /opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/ 3.8.3 manually if the upgrade errored out after the failed index. Or just delete schema.Pg and let --action upgrade do the magic -kevin On 03/06/2009, jmose...@corp.xanadoo.com jmose...@corp.xanadoo.com wrote: I see a database upgrade for postgres, but nothing for mysql going from 3.8.2 to 3.8.3. Perhaps I'm missing something... James Moseley Kevin Falcone falc...@bestpractical.com wrote: Yes, there is a database upgrade involved. ___ 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 -- Sent from my mobile device http://www.suretecsystems.com/services/openldap/ http://www.suretectelecom.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 ___ 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 -- Sent from my mobile device http://www.suretecsystems.com/services/openldap/ http://www.suretectelecom.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] R: R: RT Queue Subject Tag problem
Can you please test on 3.8.3? On Wed, Jun 03, 2009 at 10:30:27AM +0200, Guadagnino Cristiano wrote: Hi Jesse! First of all, thank you for your response. Unfortunately, it seems it is not working. On a test system (RT 3.8.2) we have two incoming queues: DBA and SCHEDU. I have set the subject tag for the DBA queue as DBA, while the subject tag for the SCHEDU queue is SCHD. In the RT_SiteConfig i have: Set($rtname , SCHEDULAZIONE); Set($ExtractSubjectTagMatch, qr/\[(?:DBA|SCHD) #\d+\]/); I have restarted apache, then I created a test ticket in both queues (using the quick ticket creation panel). BOTH of these ticket came out as having [SCHEDULAZIONE #] in the subject of the email, i.e. they both have the $rtname instead of the intended subject tag. We are running 3.8.2 both in production and in test. Is this a show-stopper? Should we upgrade to 3.8.3 to have the functionality? Or am I misunderstanding the intended behaviour of the subject tag setting? Thank you in advance! Bye Cris -Messaggio originale- Da: Jesse Vincent [mailto:je...@bestpractical.com] Inviato: venerdì 29 maggio 2009 22.59 A: Guadagnino Cristiano Cc: rt-users@lists.bestpractical.com; jer...@umbc.edu Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem On Fri, May 29, 2009 at 12:22:15PM +0200, Guadagnino Cristiano wrote: Hi all, I am having the same problem as Jeremy here. Nobody replied since january... can somebody help please? We just added some queues to out RT installation; these queues are to be used by an entirely new set of users, and we need then to have a different subject tag. If I understand correctly, the default subject tag is taken by the $rtname variable. So I changed the subject tag field in the queues, which was previously unset. RT tells me it has saved the value, but if I reenter the queue configuration panel I see mixed results: sometimes I see subject tag field empty, and sometimes I see it populated with what I have set. The behaviour also seems to be unconsistent: sometimes it uses the subject tag I have set, sometimes (90% of times) it uses the $rtname. I have looked at the database (MySQL here), and I also see that the only place where the value is apparently stored is in the attributes table. Is this a known bug? It's an interaction with the ExtractSubjectTag scrip. I believe that if you add all your subject tags to ExtractSubjectTagMatch in RT_SiteConfig, that will take care of it. I also _Thought_ this was sorted out for 3.8.3, but someone who actually had code in the release can likely correct me on that ;) -- ___ 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] How to Migrate the Bugzilla Ticket Description into Request Tracker
Content of tickets is organized as MIME parts in attachments table. Each attachment may have a parent and sticketed to a transaction. Transactions with attachments usually have Create, Correspond or Comment type. What else do you want to know? On Tue, Jun 2, 2009 at 7:23 PM, Kwasi Date-Bah kwasi.date-...@snowvalley.com wrote: Issue My colleague and I have mostly completed the migration of our company bugzilla database to request tracker. The issue I am currently encountering is that although the tickets have migrated across, the actual body content of the ticket has not migrated across. I have seen that the detail for a ticket should be held in the attachments table. I would really appreciate any advise that you can offer me. Thanks, __ Kwasi Date-Bah Database Administrator Direct Line: +44 20 7813 9536 kwasi.date-...@snowvalley.com 10 Emerald Street, London, WC1N 3QA Website: http://www.snowvalley.com Blog: http://snowpatrol.snowvalley.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] search for deleted tickets in a Dashboard?
There is no way to search deleted tickets in the web UI. On Tue, Jun 2, 2009 at 10:48 PM, Jo Rhett jrh...@netconsonance.com wrote: I'm trying to create a Dashboard which will mail out the tickets for review which are going to be purged from the system by rt-scrubber. In testing I have found something weird. Giving rt-scrubber a query like this works fine. rt-shredder --plugin Tickets=query, Status = 'deleted' AND LastUpdated '90 days ago';limit,100 --sqldump /u/rtweb/shredder- restore.sql However the same query in the ticket system returns no results. Is there something about doing ticket queries where Deleted is not a valid status? How do we solve this problem? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] search for deleted tickets in a Dashboard?
You can use custom portlet based on a component with
$tickets-{'allow_search_deleted'} = 1;
On Wed, Jun 3, 2009 at 6:04 PM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote:
There is no way to search deleted tickets in the web UI.
On Tue, Jun 2, 2009 at 10:48 PM, Jo Rhett jrh...@netconsonance.com wrote:
I'm trying to create a Dashboard which will mail out the tickets for
review which are going to be purged from the system by rt-scrubber.
In testing I have found something weird. Giving rt-scrubber a query
like this works fine.
rt-shredder --plugin Tickets=query, Status = 'deleted' AND
LastUpdated '90 days ago';limit,100 --sqldump /u/rtweb/shredder-
restore.sql
However the same query in the ticket system returns no results. Is
there something about doing ticket queries where Deleted is not a
valid status? How do we solve this problem?
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
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--
Best regards, Ruslan.
--
Best regards, Ruslan.
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Re: [rt-users] admin cc not receiving mail
you need scrip for that: On any transaction notify admin ccs with template transaction. On Wed, Jun 3, 2009 at 2:48 PM, Bashir Jahed bashir.ja...@nha.co.za wrote: Hi, Been googling for 2 weeks with no success. I have an issue with admin cc. I am listed as admin cc of a queue. If someone adds a comment to a ticket i receive the correspondence, however if someone emails a comment the correspondence is not sent out to admin cc’s Is this the standard way it should work? I would like all transacations on a particular queue to be sent to the admin cc’s. Is this possible? Bashir ___ 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 3.8.3 and AT 1.2.4b1 - Batch and Grid updates broken
It's better to return empty list:
sub ACLEquivalenceObjects { return () }
On Tue, Jun 2, 2009 at 11:56 PM, BJ Blanchard bl...@dainty.ca wrote:
For those out there using RT 3.8.2 with Asset Tracker 1.2.4b1 - an upgrade
to RT 3.8.3 breaks Batch and Grid updates of Assets.
This is due to a missing method called ACLEquivalenceObjects in
/opt/rt3/local/lib/RTx/AssetTracker/System.pm.
I added this and it restored functionality of both Batch and Grid updates:
sub ACLEquivalenceObjects {
my $self = shift;
return $self;
}
Otherwise, Asset Tracker works great in 3.8.3 so far.
-Bob
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Re: [rt-users] RT 3.8.2 - 3.8.3 Update/Changes
2009/6/3 Kevin Falcone falc...@bestpractical.com: On Jun 3, 2009, at 9:20 AM, Gavin Henry wrote: Yeah, we use Pg. We got 'relation 'groupmembers1' already exists. Oh, thats ok. We added an index that existed on MySQL but not on Pg, but if you do your own database tuning there is always a chance we'll conflict with you. Pointers to portable, simple and back- compatible ways of detecting indexes appreciated. You may want to run /opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/ 3.8.3 manually if the upgrade errored out after the failed index. Or just delete schema.Pg and let --action upgrade do the magic Great, worked fine. Just deleted schema.Pg Thanks. -- http://www.suretecsystems.com/services/openldap/ http://www.suretectelecom.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] R: R: R: RT Queue Subject Tag problem
Jesse, after Jeremy's last email I upgraded our test system to 3.8.3, and the feature is now working perfectly. The web configuration UI sometimes still fails to show the subject tag, though. Thank you for your help! Bye Cris -Messaggio originale- Da: Jesse Vincent [mailto:je...@bestpractical.com] Inviato: mercoledì 3 giugno 2009 15.44 A: Guadagnino Cristiano Cc: Jesse Vincent; rt-users@lists.bestpractical.com; jer...@umbc.edu Oggetto: Re: R: [rt-users] R: RT Queue Subject Tag problem Can you please test on 3.8.3? On Wed, Jun 03, 2009 at 10:30:27AM +0200, Guadagnino Cristiano wrote: Hi Jesse! First of all, thank you for your response. Unfortunately, it seems it is not working. On a test system (RT 3.8.2) we have two incoming queues: DBA and SCHEDU. I have set the subject tag for the DBA queue as DBA, while the subject tag for the SCHEDU queue is SCHD. In the RT_SiteConfig i have: Set($rtname , SCHEDULAZIONE); Set($ExtractSubjectTagMatch, qr/\[(?:DBA|SCHD) #\d+\]/); I have restarted apache, then I created a test ticket in both queues (using the quick ticket creation panel). BOTH of these ticket came out as having [SCHEDULAZIONE #] in the subject of the email, i.e. they both have the $rtname instead of the intended subject tag. We are running 3.8.2 both in production and in test. Is this a show-stopper? Should we upgrade to 3.8.3 to have the functionality? Or am I misunderstanding the intended behaviour of the subject tag setting? Thank you in advance! Bye Cris -Messaggio originale- Da: Jesse Vincent [mailto:je...@bestpractical.com] Inviato: venerdì 29 maggio 2009 22.59 A: Guadagnino Cristiano Cc: rt-users@lists.bestpractical.com; jer...@umbc.edu Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem On Fri, May 29, 2009 at 12:22:15PM +0200, Guadagnino Cristiano wrote: Hi all, I am having the same problem as Jeremy here. Nobody replied since january... can somebody help please? We just added some queues to out RT installation; these queues are to be used by an entirely new set of users, and we need then to have a different subject tag. If I understand correctly, the default subject tag is taken by the $rtname variable. So I changed the subject tag field in the queues, which was previously unset. RT tells me it has saved the value, but if I reenter the queue configuration panel I see mixed results: sometimes I see subject tag field empty, and sometimes I see it populated with what I have set. The behaviour also seems to be unconsistent: sometimes it uses the subject tag I have set, sometimes (90% of times) it uses the $rtname. I have looked at the database (MySQL here), and I also see that the only place where the value is apparently stored is in the attributes table. Is this a known bug? It's an interaction with the ExtractSubjectTag scrip. I believe that if you add all your subject tags to ExtractSubjectTagMatch in RT_SiteConfig, that will take care of it. I also _Thought_ this was sorted out for 3.8.3, but someone who actually had code in the release can likely correct me on that ;) -- ___ 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] 3.6.7 to 3.8.2 upgrade issue (mysql)
Hi list, Due to persistent memory problems I decided to try and upgrade to a more recent version of RT. (RT 3.6 was installed on a xen VM running Debian etch using the default apt package. In the mean time the machine has been upgraded to Debian lenny, without side-effects for RT. After the distro upgrade RT 3.8 was installed (again using apt). The mysql db upgrade script was generated like this: perl /usr/share/request-tracker3.8/etc/upgrade/upgrade-mysql-schema.pl rtdb rtuser rt rt-upgrade-mysql.sql Unfortunately the upgrade script fails at line 210: 209 ALTER TABLE Users MODIFY Name VARBINARY(200) NOT NULL; 210 ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL; This is due to the fact that we have these records in the users database: 703 xxx...@customer.com 723 ...@customer.com Both email addresses belong to the same person - the Users table currently is using charset latin1. What's the best way to move forward? * Should I alter the upgrade script to make the Name column accent sensitive? * Alternatively I update all tables so they point to the same user record and remove the conflicting one (but what will happen when a new email from that address arrives?) Regards, Karel ___ 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 on Oracle - ORA-04043 object Attachments does not exist
Do you know how I would do that? - Original Message - From: Joop van de Wege joopvandew...@mococo.nl To: Nick Yonko nyo...@advnettech.net Cc: rt-us...@bestpractical.com Sent: Wednesday, June 3, 2009 12:30:51 AM GMT -08:00 US/Canada Pacific Subject: Re: [rt-users] RT on Oracle - ORA-04043 object Attachments does not exist Nick Yonko wrote: That was my initial thought, but when I log into the database using the rt user with sqlplus, as the account that runs the apache daemon no less, I can issue a 'desc attachments' command and a 'desc Attachments' command and both return the table structure. Can you turn on sql logging within RT? This might give you a clue as to what exact statement is causing the ora-04043 error Regards, Joop ___ 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] Tickets with Owner= (no value)
Alberto, When you say you removed a user via MySQL do you mean you merely dropped the record from the USERS Table? Kenn LBNL On 6/3/2009 1:55 AM, Alberto Villanueva wrote: Good morning, Yesterday I removed a user (within MySQL) had several assigned tickets. Now these have Owner= (no value). I have tested next: 1.- MySQL query, but I cannot select because Owner= (no value) 2.- In RT: new Search / Batch update / (I cannot because RT says Only you can assign tickets that they haven't Owner or it's Nobody) Could I tell me how I assign the new owner? Best regards, ALBERTO VILLANUEVA DEL VAL Consultant Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 Campezo Street, 1- 28022 - Madrid, Spain Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ 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] Help with Time display
On Wed, Jun 03, 2009 at 10:04:41AM -0700, Ken Crocker wrote:
To list,
I am on 3.6.4. To remove the Time portion of any date being
displayed, I used this setting:
Set($DateTimeFormat, {Format = 'Default',Time = 0,});
It did not work. Is there another setting I need to use in
conjunction with this one or am I in left field here. Is this setting
usable in 3.6.4? Thanks in advance.
That's very much a 3.8ism.
Best,
Jesse
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Re: [rt-users] Tickets with Owner= (no value)
Alberto, If you removed the owners of a ticket by removing those user records from the USERS Table, then you will NEVER find those owners, nor will you be able to change the owner on those tickets that point to the removed UserId. The reason is that RT has several Tables that are updated when a Ticket gets an owner. RT cannot replace an owner on a ticket if it can't find the old one. RT tries to find the old one so it can remove him from group membership in the owner role for that ticket. This is just one reason why it is NEVER a good idea to remove a User from the DataBase manually. The problem now is that you have several tickets that have an ID in the owner field that points to a User record that does /not/ exist. VERY BAD! If you take a look at the history for any of those tickets, you will see that the history display stops with an error when it tries to find that (removed) UserId to show when they became an owner. I'm not sure if Ruslan or any of the other RT gurus have any recovery SQL that you can use. If they do not, I have some SQL code that will do the job, but it will be a process of steps for EACH User you removed from the DataBase. If no one from RT can help you with this, then let me know and I'll send you my SQL code/process and explain it to you so you can fix your DataBase. Kenn LBNL On 6/3/2009 10:17 AM, Alberto Villanueva wrote: Dear Ken, Nowadays, I have several tickets without owner. I have search some queries, and I see tickets on RT with Owner no value. And I cannot assign a new owner. why can I do that? Now I have run some simple queries :-) and I have the old ID (user), so I will be able to update these tickets :-) My question is: do I have to update all tables (Principals, Groups, ...) with the new user's ID? If the answer is YES, I'll try it tomorrow ;-). Else, explain me it, please. thanks a lot! ;-) Best regards, ALBERTO VILLANUEVA DEL VAL Consultant Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 Campezo Street, 1- 28022 - Madrid, Spain Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es *De:* Ken Crocker [mailto:kfcroc...@lbl.gov] *Enviado el:* miércoles, 03 de junio de 2009 18:59 *Para:* Alberto Villanueva *Asunto:* Re: [rt-users] Tickets with Owner= (no value) Alberto, You're database is now out of sync. Did you remember to remove the appropriate records from the PRINCIPLALS, GROUPS, GROUIPMEMBERS, CACHEDGROUPMEMBERS, ACL, ATTACHMENTS, TRANSACTIONS Tables as well as the ACLEquivilence record from the USERS Table? All these records are tied to the user that is an owner of a ticket. Removing Users manually from the DataBase is highly discouraged. Now, if you can go back and see what the ID was for that particular User record, you will need to re-create it. If not, then you will have to go thru several SQL steps to create the User all over again and then link that User ID to all the records that WERE linked to the old UserID. Let me know what your situation is. I've gone thru this several times and have my own set of SQL that keeps all these table records in sync. Kenn LBNL On 6/3/2009 9:36 AM, Alberto Villanueva wrote: Alberto, Hi, When you say you removed a user via MySQL do you mean you merely dropped the record from the USERS Table? Yes, only I dropped it from USERS table. I had a little error :( :( Any idea? :S Thanks! Kenn LBNL On 6/3/2009 1:55 AM, Alberto Villanueva wrote: Good morning, Yesterday I removed a user (within MySQL) had several assigned tickets. Now these have Owner= (no value). I have tested next: 1.- MySQL query, but I cannot select because Owner= (no value) 2.- In RT: new Search / Batch update / (I cannot because RT says Only you can assign tickets that they haven't Owner or it's Nobody) Could I tell me how I assign the new owner? Best regards, ALBERTO VILLANUEVA DEL VAL Consultant Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 Campezo Street, 1- 28022 - Madrid, Spain Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ 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] RT-3.8.3, RT-Authen-ExternalAuth-0.08 login issue
I'm doing a fresh install of RT-3.8.3, RT-Authen-ExternalAuth-0.08, and
AD for authentication. All running on RHEL5 x86_64 for the OS. I had
this all working with RT-3.6.7 and RT-Authen-ExternalAuth-0.05, but had
the brilliant idea that I needed to be current since 3.8.3 was released
on the same day I got the old version working. Oh well... Any thoughts
on where to go with this?
Here is what I get in my error_log when I login with a verified
username/password.
[Wed Jun 3 17:46:08 2009] [error]: FAILED LOGIN for myuser from
192.168.1.100 (/opt/rt3/share/html/autohandler:268)
Trace begun at /opt/rt3/bin/../lib/RT.pm line 289
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x2aeca7462620)', 'FAILED
LOGIN for myuser from 192.168.1.100') called at
/opt/rt3/share/html/autohandler line 268
HTML::Mason::Commands::__ANON__('pass', 'mypass', 'user', 'myuser')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line
135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2aeca75a3180)',
'pass', 'mypass', 'user', 'myuser') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1273
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1268
HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'mypass',
'user', 'myuser') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 467
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 467
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 419
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2aeca74a6ff0)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2aeca74a6ff0)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 825
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2aeca42ab740)',
'Apache2::RequestRec=SCALAR(0x2aeca3f49f70)') called at
/opt/rt3/bin/webmux.pl line 163
eval {...} at /opt/rt3/bin/webmux.pl line 163
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2aeca3f49f70)') called
at -e line 0
Site Config from web interface:
Loaded perl modules
Perl v5.8.8 under linux
Apache2::Const v2.04;
Apache2::Log v2.04;
Apache2::RequestIO v2.04;
Apache2::RequestRec v2.04;
Apache2::RequestUtil v2.04;
Apache2::Response v2.04;
Apache2::ServerUtil v2.04;
Apache2::Status v4.00;
Apache::Session v1.86;
Apache::Session::Generate::MD5 v2.1;
Apache::Session::Lock::MySQL v1.01;
Apache::Session::MySQL v1.01;
Apache::Session::Serialize::Storable v1.01;
Apache::Session::Store::DBI v1.02;
Apache::Session::Store::MySQL v1.04;
APR v0.009000;
APR::Pool v0.009000;
APR::Table v0.009000;
AutoLoader v5.60;
base v2.07;
bytes v1.02;
Cache::Simple::TimedExpiry v0.27;
Carp v1.04;
CGI v3.43;
CGI::Cookie v1.29;
CGI::Util v1.5_01;
Class::Accessor v0.33;
Class::Accessor::Fast v0.33;
Class::Container v0.12;
Class::Data::Inheritable v0.06;
Class::Inspector v1.24;
Class::ISA v0.33;
Class::ReturnValue v0.55;
Clone v0.27;
constant v1.05;
Convert::ASN1 v0.22;
CSS::Squish v0.07;
Cwd v3.12;
Data::Dumper v2.121_08;
Date::Format v2.22;
Date::Parse v2.27;
DateTime v0.50;
DateTime::Locale v0.42;
DateTime::TimeZone v0.91;
DateTime::TimeZone::Floating v0.01;
DateTime::TimeZone::Local v0.01;
DateTime::TimeZone::OffsetOnly v0.02;
DateTime::TimeZone::UTC v0.01;
DBD::mysql v3.0007;
DBI v1.52;
DBIx::SearchBuilder v1.54;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;
Devel::StackTrace v1.20;
Devel::StackTraceFrame v1.20;
Digest::base v1.00;
Digest::MD5 v2.36;
DynaLoader v1.05;
Email::Address v1.889;
Encode v2.33;
Encode::Alias v2.12;
Encode::Config v2.05;
Encode::Encoding v2.05;
Errno v1.0901;
Exception::Class v1.23;
Exception::Class::Base v1.2;
Exporter v5.58;
Exporter::Heavy v5.58;
Fcntl v1.05;
File::Basename v2.74;
File::Glob v1.05;
File::Path v1.08;
File::ShareDir v1.00;
File::Spec v3.12;
File::Spec::Unix v1.5;
File::Temp v0.21;
FileHandle v2.01;
GD v2.35;
GD::Image v2.27;
HTML::Element v3.23;
HTML::Entities v1.35;
HTML::Formatter v2.04;
HTML::FormatText v2.04;
HTML::Mason v1.39;
HTML::Mason::ApacheHandler v1.69;
HTML::Mason::Exception v1.1;
HTML::Mason::Exception::Abort v1.1;
HTML::Mason::Exception::Compilation v1.1;
HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
HTML::Mason::Exception::Compiler v1.1;
HTML::Mason::Exception::Decline v1.1;
HTML::Mason::Exception::Params v1.1;
HTML::Mason::Exception::Syntax v1.1;
HTML::Mason::Exception::System v1.1;
HTML::Mason::Exception::TopLevelNotFound v1.1;
HTML::Mason::Exception::VirtualMethod v1.1;
HTML::Mason::Exceptions v1.43;
HTML::Parser v3.55;
HTML::Scrubber v0.08;
HTML::Tagset v3.10;
HTML::TreeBuilder v3.23;
I18N::LangTags v0.35;
I18N::LangTags::Detect v1.03;
integer v1.00;
IO v1.22;
IO::File v1.13;
Re: [rt-users] 3.8.2 message display bug reappears in 3.8.3
On Jun 3, 2009, at 5:23 AM, Kevin Falcone wrote: I reported this message display bug about 3 months ago, Kevin agreed with the fix, but it's still present in 3.8.3. Without this fix, if you click Show next to an outgoing mail message, regardless of your preference settings, text paragraphs are a single long line. I don't recall agreeing with the fix, but I did ask for it to end up in the bug tracker so it could be tracked. Its currently slated for review for 3.8.4 http://rt3.fsck.com/Ticket/Display.html?id=13230 As I recall, during triage for 3.8.3 I couldn't immediately replicate the problem you were solving so we left it for further review when we had a little more time to replicate. It only happens when you click Show for outbound messages - ie, to AdminCcs or Requestors. Normal ticket display is unaffected. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] 3.8.2 message display bug reappears in 3.8.3
On Jun 3, 2009, at 2:47 PM, Jo Rhett wrote: On Jun 3, 2009, at 5:23 AM, Kevin Falcone wrote: I reported this message display bug about 3 months ago, Kevin agreed with the fix, but it's still present in 3.8.3. Without this fix, if you click Show next to an outgoing mail message, regardless of your preference settings, text paragraphs are a single long line. I don't recall agreeing with the fix, but I did ask for it to end up in the bug tracker so it could be tracked. Its currently slated for review for 3.8.4 http://rt3.fsck.com/Ticket/Display.html?id=13230 As I recall, during triage for 3.8.3 I couldn't immediately replicate the problem you were solving so we left it for further review when we had a little more time to replicate. It only happens when you click Show for outbound messages - ie, to AdminCcs or Requestors. Normal ticket display is unaffected. http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=109609Attachment=52649 That looked fine, so I tabled it for 3.8.3 until we could figure out what it was trying to fix. -kevin ___ 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] 3.8.2 message display bug reappears in 3.8.3
FWIW, I do not see this behavior using RT 3.8.3 and FireFox 3.0.10. James Moseley Jo Rhett jrh...@netconsonance.com wrote: It only happens when you click Show for outbound messages - ie, to AdminCcs or Requestors. Normal ticket display is unaffected. ___ 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 for deleted tickets in a Dashboard?
Sorry to be dense, but can you translate the first sentence for me? ;-)
I realize that this parameter needs to be set, I'm just unclear as to
how.
And would you guys accept a patch which put a checkbox for searching
deleted messages on the Web UI?
On Jun 3, 2009, at 7:05 AM, Ruslan Zakirov wrote:
You can use custom portlet based on a component with
$tickets-{'allow_search_deleted'} = 1;
On Wed, Jun 3, 2009 at 6:04 PM, Ruslan Zakirov ruslan.zaki...@gmail.com
wrote:
There is no way to search deleted tickets in the web UI.
On Tue, Jun 2, 2009 at 10:48 PM, Jo Rhett
jrh...@netconsonance.com wrote:
I'm trying to create a Dashboard which will mail out the tickets for
review which are going to be purged from the system by rt-scrubber.
In testing I have found something weird. Giving rt-scrubber a query
like this works fine.
rt-shredder --plugin Tickets=query, Status = 'deleted' AND
LastUpdated '90 days ago';limit,100 --sqldump /u/rtweb/shredder-
restore.sql
However the same query in the ticket system returns no results. Is
there something about doing ticket queries where Deleted is not a
valid status? How do we solve this problem?
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
___
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.
--
Best regards, Ruslan.
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
___
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 3.8.2 - 3.8.3 Update/Changes
On Jun 3, 2009, at 5:30 AM, Kevin Falcone wrote: Yes, there is a database upgrade involved. $ rt-setup-database --action upgrade --datadir etc/upgrade/3.8.3 (snip) Enter RT version you're upgrading from: 3.8.2 No DB changes between 3.8.2 and 3.8.3 Done. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 3.8.2 - 3.8.3 Update/Changes
On Jun 3, 2009, at 3:17 PM, Jo Rhett wrote: On Jun 3, 2009, at 5:30 AM, Kevin Falcone wrote: Yes, there is a database upgrade involved. $ rt-setup-database --action upgrade --datadir etc/upgrade/3.8.3 (snip) Enter RT version you're upgrading from: 3.8.2 No DB changes between 3.8.2 and 3.8.3 Done. /tmp/rt-3.8.3$ /opt/rt3/sbin/rt-setup-database --action upgrade Enter RT version you're upgrading from: 3.8.2 Going to apply following upgrades: * 3.8.3 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: I don't think you're doing this from a tarball, you're trying to do it from the installed directory. It gives you an even more specific command to run at the end of the output from make upgrade -kevin ___ 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] Binary files broken since upgrade to RT 3.8
Thanks, it looks like this might work. We basically have a script which selects the data out of the 3.6 db and then update the corresponding row in the 3.8 db and so far I'm getting better results. Thanks, - Dominic Aaron Guise wrote: Hi, I too had a similar problem. I inherited our RT System from an earlier administrator whom didn't complete some step correctly earlier in the life of the system. We were going from 3.6.5 to 3.8.0 and all worked fine. Since then to enable some plugins I attempted to update to 3.8.2. I did use --default-character-set=binary on mysqldump and completed all of the upgrade steps as per UPGRADING.mysql but upon browsing the newly updated RT System to my surprise all the binary attachments had been corrupted as you are mentioning. To get around this I created a couple of perl scripts. 1. Pulls all attachments out of the functioning database (Pre-Upgrade) and dumps them to the filesystem 2. Inserts all attachments back into the newly updated schema. This approach worked for me, I was then able to use 3.8.2 without any trouble at all. *Regards,* *Aaron Guise * ___ 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 for deleted tickets in a Dashboard?
On Wed, Jun 3, 2009 at 11:09 PM, Jo Rhett jrh...@netconsonance.com wrote:
Sorry to be dense, but can you translate the first sentence for me? ;-)
I realize that this parameter needs to be set, I'm just unclear as to how.
Create share/html/Elements/DeleteTickets that does the search and
displays it, register it in HomepageComponents option.
And would you guys accept a patch which put a checkbox for searching deleted
messages on the Web UI?
It's up to Jesse Vincent.
On Jun 3, 2009, at 7:05 AM, Ruslan Zakirov wrote:
You can use custom portlet based on a component with
$tickets-{'allow_search_deleted'} = 1;
On Wed, Jun 3, 2009 at 6:04 PM, Ruslan Zakirov ruslan.zaki...@gmail.com
wrote:
There is no way to search deleted tickets in the web UI.
On Tue, Jun 2, 2009 at 10:48 PM, Jo Rhett jrh...@netconsonance.com
wrote:
I'm trying to create a Dashboard which will mail out the tickets for
review which are going to be purged from the system by rt-scrubber.
In testing I have found something weird. Giving rt-scrubber a query
like this works fine.
rt-shredder --plugin Tickets=query, Status = 'deleted' AND
LastUpdated '90 days ago';limit,100 --sqldump /u/rtweb/shredder-
restore.sql
However the same query in the ticket system returns no results. Is
there something about doing ticket queries where Deleted is not a
valid status? How do we solve this problem?
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
___
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.
--
Best regards, Ruslan.
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source and
other randomness
--
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 3.8.2 - 3.8.3 Update/Changes
Except that your command is just wrong: $ rt-setup-database --action upgrade --datadir etc/upgrade ... Enter RT version you're upgrading from: 3.8.2 Going to apply following upgrades: * 3.8.3 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: On Wed, Jun 3, 2009 at 11:17 PM, Jo Rhett jrh...@netconsonance.com wrote: On Jun 3, 2009, at 5:30 AM, Kevin Falcone wrote: Yes, there is a database upgrade involved. $ rt-setup-database --action upgrade --datadir etc/upgrade/3.8.3 (snip) Enter RT version you're upgrading from: 3.8.2 No DB changes between 3.8.2 and 3.8.3 Done. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] RT ExternalAuth LDAP and Adding Local users in 3.8.2
I have been reading the postings about RT-Authen-ExternalAuth but am confused on what appears to be some conflicting setup information. I am using: RT 3.8.2 RT-Authen-ExternalAuth 0.08 I would like to use LDAP for authentication and information first, and that part seems to work OK. But I also would like to: - add LOCAL users to RT internal DB (i.e; test and test-admin type accounts) - NOT autocreate a new RT account, if we receive an email from a user that is unknown in local RT or LDAP. - NOT make multiple accounts for a user's multiple email aliases. (Our ldap contains several email addresses for each user (uid) ) When I try to add a local account through the Web(using Root, Configuration-Users-Create). I receive the error Name in Use The username I am trying to create is NOT in existence, but the email for that new account IS. My error_log shows: == [Tue Jun 2 17:45:21 2009] [debug]: User Check Failed :: ( My_LDAP ) root User not found (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318) [Tue Jun 2 17:45:21 2009] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Tue Jun 2 17:45:21 2009] [info]: Successful login for root from 168.7.56.227 (/usr/site/rt-3.8/PROD/share/html/autohandler:276) [Tue Jun 2 17:46:40 2009] [debug]: /ServiceUpdate/Elements/Header calls old style callback, use $m-callback (/usr/site/rt-3.8/PROD/share/html/Elements/Callback:51) [Tue Jun 2 17:46:40 2009] [crit]: HasRight called with no valid object (/usr/site/rt-3.8/PROD/bin/../lib/RT/Principal_Overlay.pm:322) [Tue Jun 2 17:51:36 2009] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: , City: , Comments: Admin Authority Level Account for RT, ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: smccl...@rice.edu, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , Name: smcclure-admin, NickName: Smcclure-Admin, Organization: , PagerPhone: , Privileged: 1, RealName: Susan McClure, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) [Tue Jun 2 17:51:36 2009] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) [Tue Jun 2 17:51:36 2009] [debug]: Attempting to use this canonicalization key: Name (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Tue Jun 2 17:51:36 2009] [debug]: LDAP Search === Base: ou=People,dc=rice,dc=edu == Filter: ((objectclass=*)(uid=smcclure-admin)) == Attrs: Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Tue Jun 2 17:51:36 2009] [debug]: Attempting to use this canonicalization key: EmailAddress (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Tue Jun 2 17:51:36 2009] [debug]: LDAP Search === Base: ou=People,dc=rice,dc=edu == Filter: ((objectclass=*)(mail=smccl...@rice.edu)) == Attrs: Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Tue Jun 2 17:51:36 2009] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: 6100 Main Street, Address2: , AuthSystem: , City: , Comments: Admin Authority Level Account for RT, ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: smccl...@rice.edu, EmailEncoding: , ExternalAuthId: smcclure, ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , Name: smcclure, NickName: Smcclure-Admin, Organization: 222 Mudd Building, PagerPhone: , Privileged: 1, RealName: McClure, Susan, Signature: , State: , WebEncoding: , WorkPhone: 713-348-4852, Zip: 77005 (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) == My Current RT_SiteConfig.pm for LDAP and External Auth has Set(@Plugins,qw(RT::FM RT::IR RT::Authen::ExternalAuth ... and for LDAP # special options for various plugins # Authen::ExternalAuth Set($ExternalAuthPriority, ['My_LDAP'] ); Set($ExternalInfoPriority,
Re: [rt-users] RT 3.8.2 - 3.8.3 Update/Changes
On Jun 3, 2009, at 12:28 PM, Kevin Falcone wrote: I don't think you're doing this from a tarball, you're trying to do it from the installed directory. Nope, from the extracted tarball in ports directory. It gives you an even more specific command to run at the end of the output from make upgrade FreeBSD port doesn't use make install or make upgrade -- unless perhaps we're supposed to run make upgrade from the extraction directory afterwards. The port doesn't indicate this. I'm very tempted to stop using the FreeBSD port and just run RT from a single install directory, but I'm also aware that this will make the installation even more tied-to-Jos-brain and less easy for others to maintain, so... -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 ExternalAuth LDAP and Adding Local users in 3.8.2
((Apologies for top-posting, but it's just easier at the moment for me to use outlook to send email)) I can answer a few of your questsions:- 1) Users with multiple email addresses on our system become one single user, the LDAP query finds the one user responsible for the email address, and just link the submitted ticket to the correct ID. 2) You cannot have multiple RT accounts with the same email address in the system, we had a lot of cleanup when we migrated to 3.8.2 from a badly botched install of 3.6, and this was our biggest hassle. 3) I have AutoCreateNonExternalUsers on, but that's mostly because of the nature of the business my company is in :) However, the system seems to work fine with that disabled, and it doesn't autocreate any non-LDAP accounts unless you do so yourself. On another level, I know you'll hear this from a lot of angles, but it always deserves to be said... You should try this sort of thing out on a test system before setting it up in production... Especially when dealing with things like authentication, you really want to make sure youself that it does what you want it to do... -- Cass -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Susan McClure Sent: Wednesday, June 03, 2009 2:30 PM To: rt-users@lists.bestpractical.com Cc: Susan McClure Subject: [rt-users] RT ExternalAuth LDAP and Adding Local users in 3.8.2 I have been reading the postings about RT-Authen-ExternalAuth but am confused on what appears to be some conflicting setup information. I am using: RT 3.8.2 RT-Authen-ExternalAuth 0.08 I would like to use LDAP for authentication and information first, and that part seems to work OK. But I also would like to: - add LOCAL users to RT internal DB (i.e; test and test-admin type accounts) - NOT autocreate a new RT account, if we receive an email from a user that is unknown in local RT or LDAP. - NOT make multiple accounts for a user's multiple email aliases. (Our ldap contains several email addresses for each user (uid) ) When I try to add a local account through the Web(using Root, Configuration-Users-Create). I receive the error Name in Use The username I am trying to create is NOT in existence, but the email for that new account IS. My error_log shows: == [Tue Jun 2 17:45:21 2009] [debug]: User Check Failed :: ( My_LDAP ) root User not found (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/ lib/RT/Authen/ExternalAuth/LDAP.pm:318) [Tue Jun 2 17:45:21 2009] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/ html/Callbacks/ExternalAuth/autohandler/Auth:26) [Tue Jun 2 17:45:21 2009] [info]: Successful login for root from 168.7.56.227 (/usr/site/rt-3.8/PROD/share/html/autohandler:276) [Tue Jun 2 17:46:40 2009] [debug]: /ServiceUpdate/Elements/Header calls old style callback, use $m-callback (/usr/site/rt-3.8/PROD/share/html/Elements/Callback:51) [Tue Jun 2 17:46:40 2009] [crit]: HasRight called with no valid object (/usr/site/rt-3.8/PROD/bin/../lib/RT/Principal_Overlay.pm:322) [Tue Jun 2 17:51:36 2009] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/l ib/RT/User_Vendor.pm 20 with: Address1: , Address2: , AuthSystem: , City: , Comments: Admin Authority Level Account for RT, ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: smccl...@rice.edu, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , Name: smcclure-admin, NickName: Smcclure-Admin, Organization: , PagerPhone: , Privileged: 1, RealName: Susan McClure, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/ lib/RT/Authen/ExternalAuth.pm:450) [Tue Jun 2 17:51:36 2009] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/ lib/RT/Authen/ExternalAuth.pm:458) [Tue Jun 2 17:51:36 2009] [debug]: Attempting to use this canonicalization key: Name (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/ lib/RT/Authen/ExternalAuth.pm:472) [Tue Jun 2 17:51:36 2009] [debug]: LDAP Search === Base: ou=People,dc=rice,dc=edu == Filter: ((objectclass=*)(uid=smcclure-admin)) == Attrs: Houston,cn,TX,mail,gecos,postalAddress,postalCode,telephoneNumber,uid, physicalDeliveryOfficeName,uid (/opt/opt.CORE/rt-3.8/rhel4/PROD/local/plugins/RT-Authen-ExternalAuth/ lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Tue Jun 2 17:51:36 2009] [debug]: Attempting to use this canonicalization key: EmailAddress
Re: [rt-users] RT 3.8.2 - 3.8.3 Update/Changes
Everyone has their own way of doing things, but I find upgrading RT is easiest by essentially installing RT from scratch upon each upgrade and then soft-linking to the new directory. In this way, upgrades are straightforward and not hard to follow. For example: download new RT source untar/unzip RT source rename RT source to rt-3.8.3.src (in this example RT 3.8.3) cd rt-3.8.3.src ./configure --prefix=/opt/rt3.8.3 --with-web-user=apache --with-web-group=apache --with-mysql --with-web-handler=fastcgi (or mod_perl, etc) make testdeps upgrade/install any required perl modules via 'make fixdeps' or cpan make install copy RT_SiteConfig.pm from current RT installation (let's assume /opt/rt3 and that /opt/rt3 is a soft link to, for example, /opt/rt3.8.2) to /opt/rt3.8.3/etc/ *and* /opt/rt-3.8.3.src/etc Copy any local customizations from /opt/rt3/local into /opt/rt-3.8.3/local From within source directory: sbin/rt-setup-database --action upgrade --datadir etc/upgrade (The above step upgrades the database) cd /opt rm /rt3 ln -s /opt/rt-3.8.3/ rt3 (relinking /opt/rt3 to new source) restart httpd In this way, if the new version of RT breaks or doesn't seem to work right, I can just relink /opt/rt3 to the old installation. Of course, if the database upgrade doesn't go right and is the cause of breakage, you'll need to restore the database from a backup. A backup you hopefully just performed prior to beginning the upgrade process. ;-) If it's a major schema upgrade, then I suggest testing things out by running the new RT installation from a test server against a static/test copy of your RT database. James Moseley Jo Rhett jrh...@netconsonance.com wrote: FreeBSD port doesn't use make install or make upgrade -- unless perhaps we're supposed to run make upgrade from the extraction directory afterwards. The port doesn't indicate this. I'm very tempted to stop using the FreeBSD port and just run RT from a single install directory, but I'm also aware that this will make the installation even more tied-to-Jos-brain and less easy for others to maintain, so... ___ 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] rt 3.8.2 ticket cloning starts/due dates 1970?
Ahoy, Running RT 3.8.2 when I clone a ticket via one of the (parent|child|etc.) Create links it's filling in 1970-01-01 00:00:00 for both the Starts and Due dates when those values are Not set in the originating ticket. In the database it's being stored as 1970-01-01 08:00:00 (have a -8:00 timezone offset) so the new tickets are showing up as starting and due in 1970. Is there a quick patch for this floating around or is this something fixed in 3.8.3 (or is this just me)? Cheers, Paul ___ 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
