Re: [rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4
On Jul 24, 2009, at 4:45 PM, Kevin Falcone wrote: When you clicked on Report a new bug did you miss the email address where you can send reports, no account required? Yes, I did. Sorry. Let us know if we could have made that clearer by sending a patch to the RT-BugTracker-Public distribution After I spun off to the bitcard signup stuff I didn't go back to the page and notice this text. FWIW, the bitcard login system did give me a confirmation email today so I do have a working login today. Dunno what the drama was. -- 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] Remove AdminCc based on Custom Field Value
On Thursday, July 23, 2009 10:26 AM, Kevin Falcoe wrote:
[..]
so, since I can determine a successful job based on the custom field
NB_STATUS, which is transmitted
in the body of the message, I would like to delete all AdminCc
users.
Here's what I have in my custom scrip:
I suspect you're running into a problem distinguishing AdminCcs on the
Queue level vs the Ticket level.
Instead of trying to remove the AdminCcs, I'd put a User Defined
condition on the default On Create Notify AdminCc that returns false
if your CF is set, just make sure the CF gets set first and you may
need to make some of the Scrips be TransactionBatch (see the config
file)
Thanks Kevin. One question: after making 'On Create NotifyAdminCc'
user defined,
what must I drop into the Custom Action to actually keep the former
behavior ? Can I just
copy from the perl source ?
-kevin
my $nbstatus = $self-TicketObj-FirstCustomFieldValue('NB_STATUS');
if ($nbstatus == 0) {
my $admincc = $self-TicketObj-AdminCcAddresses;
my @watchers = split /\,/,$admincc;
$RT::Logger-warning(Scrip 12 found watchers:
$admincc);
foreach my $watcher (@watchers) {
my ($st, $msg) =
$self-TicketObj-DeleteWatcher(Type='AdminCc',Email=$watcher);
}
$self-TicketObj-SetStatus('resolved');
}
The ticket status is set correctly, but I can't seem to get any of
the
'Watcher' related code to work;
1.) AdminCcAddresses returns nothing
2.) This custom scrip's description starts with a 00 and is set for
TransactionBatch, as is Scrip #4; and
I can see in the ticket history, that my custom scrip is
executing
before the Notify Admins scrip
3.) The AdminCc is set on the Queue that this custom scrip executes
on
and points to a group.
Any help would be greatly appreciated :)
Sean McHugh
VP, Dir. of Global Services
Grey Group
p. 212-546-1926
m. smch...@grey.com
c. 917-916-8644
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Re: [rt-users] Auto-open Resolved Ticket
Hi Roehl Please confirm, if I understand your method correctly. 1. Instead of resolving the ticket, after getting my tasks done, put in on stalled and set 'Due date' to next month. Correct. 2. the cron job will re-open this ticket after a month. More accurately, it will reopen those tickets with due dates on, or before, 'today'. If the ticket is re-open, will it send out notification? Not by default, I don't think, but you can create a scrip to fire On Status Change. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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] message display bug reappears in 3.8.4
Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch to this when we installed it and I can easily see this problem. You claimed you are having trouble replicating this bug. I'm boggled, because my bug description on the original report shows it clearly. How can I help you replicate it? On Jun 3, 2009, at 12:01 PM, Kevin Falcone wrote: 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 -- 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] message display bug reappears in 3.8.4
On Mon, Jul 27, 2009 at 09:58:08AM -0700, Jo Rhett wrote: Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch to this when we installed it and I can easily see this problem. 3.8.4 was a bugrelease for 3.8.3, anything tabled after 3.8.3 was pushed to 3.8.6 You claimed you are having trouble replicating this bug. I'm boggled, because my bug description on the original report shows it clearly. How can I help you replicate it? How does it show it? I quoted the transaction link and it didn't appear all as one line. http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=109609Attachment=52649 Please let us know what piece of display off of 13230 shows the problem you're encountering. Preferably as a note on the ticket so the next time we triage we can re-check it -kevin On Jun 3, 2009, at 12:01 PM, Kevin Falcone wrote: 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
[rt-users] Using the RT %session global variable
I'm trying to store some temporary data is the %session variable,
similar to the way attachments are handled. (In fact I am working on
AJAX attachment uploading using Uploadify: http://www.uploadify.com/ )
Here is a small RT component I wrote to play with %session:
pre
% Dumper $session{Foo} %
/pre
% $m-abort;
%INIT
use Data::Dumper;
my $num = rand(100);
$session{Foo}{ $num } = $num;
/%INIT
No matter how many times I call it $session{Foo} only ever has 2
key/value pairs. Here is the output from 3 consecutive calls:
$VAR1 = {
'940781.303899698' = '940781.303899698',
'603827.532884804' = '603827.532884804'
};
$VAR1 = {
'284271.614611484' = '284271.614611484',
'603827.532884804' = '603827.532884804'
};
$VAR1 = {
'629885.66885177' = '629885.66885177',
'603827.532884804' = '603827.532884804'
};
Is there anything special I need to do to store data in %session?
Any advice is appreciated.
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Re: [rt-users] message display bug reappears in 3.8.4
On Jul 27, 2009, at 10:34 AM, Kevin Falcone wrote: On Mon, Jul 27, 2009 at 09:58:08AM -0700, Jo Rhett wrote: Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch to this when we installed it and I can easily see this problem. 3.8.4 was a bugrelease for 3.8.3, anything tabled after 3.8.3 was pushed to 3.8.6 It was originally reported against 3.8.2. You claimed you are having trouble replicating this bug. I'm boggled, because my bug description on the original report shows it clearly. How can I help you replicate it? How does it show it? I quoted the transaction link and it didn't appear all as one line. http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=109609Attachment=52649 Please let us know what piece of display off of 13230 shows the problem you're encountering. Preferably as a note on the ticket so the next time we triage we can re-check it This sounds perfect for clarifying the situation. However, I'm not certain that I have a login on this system? If so, I have no clue what it is, sorry. -- 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
[rt-users] admin right to user to create template in a specific queue
Hi Is there a way I can give a user right to create template for a specific queue? I only see ModifyTemplate right. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] thumb Preview PDF as PNG in ticket history?
Instead of a text link in ticket history for attached PDFs to Download somefile.pdf, I would like to show these as thumbnail images that preview the first page of the document, similar to how regular attached images are shown in history. Converting a PDF document into a PNG image seems easy with ImageMagick convert -density 600x600 -resize 800x560 -quality 90 $file `echo $file|cut -f1 -d'.'`.png Does anyone know what code RT would need to make this change? I think it might be another elseif at the end of html/Tickets/Elements/ShowTransactionAttachments but don't have a clue how to invoke the conversion and output the result. Allen ___ 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] ModifyTicket required to close tickets?
In this case I want this given to all Privileged users. (sorry, should have clarified that user meant Privileged user) The vast majority of our tickets remain owned by Nobody. We only assign them if only one person can accomplish it. Day to day normal support tickets remain unowned. (Given that when someone owns a ticket, nobody else can simply reassign it to themselves without a multi-step process, this is how we work) Obviously I can change that, but forcing people to take ownership of a ticket (multiple steps) just to answer a customer and close the ticket is bad. Never make it harder for a support person to do their job :-( On Jul 27, 2009, at 11:13 AM, Joachim Thuau wrote: Shouldn't this be something like: * Remove ModifyTicket from everyone. * add ModifyTicket to Requestor and Owner. That would allow a user (the requestor, supposedly), the right to modify the tickets he/she has created. Jok -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Jo Rhett Sent: Friday, July 24, 2009 3:42 PM To: RT Users Subject: [rt-users] ModifyTicket required to close tickets? I have repeatedly found problems where people can mistakenly affect large batches of tickets. The answer provided by Best Practical has been to remove ModifyTicket right from people. So after upgrading to 3.8.4 I went ahead with this. Now nobody can close tickets. Yep, that's right -- can't even mark them resolved. Brilliant. Obviously this is a non-op, and I had to give the ModifyTicket right back to everyone. BPS: what kind of patches will you accept to break ModifyTicket into some distinct rights groups so that normal operations: close tickets, reassign tickets, etc can be done by users, without giving them the rights to batch modify and update hundreds of tickets? -- 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 -- 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] ModifyTicket required to close tickets?
On Mon, Jul 27, 2009 at 11:24:51AM -0700, Jo Rhett wrote: In this case I want this given to all Privileged users. (sorry, should have clarified that user meant Privileged user) The vast majority of our tickets remain owned by Nobody. We only assign them if only one person can accomplish it. Day to day normal support tickets remain unowned. (Given that when someone owns a ticket, nobody else can simply reassign it to themselves without a multi-step process, this is how we work) If you have StealTicket you can take it from someone in one click. Obviously I can change that, but forcing people to take ownership of a ticket (multiple steps) just to answer a customer and close the ticket is bad. Never make it harder for a support person to do their job :-( If you have TakeTicket there should be links to own a ticket in one click. Taking a ticket from person A and giving it to person B is indeed a long laborious process, but grabbing a ticket to work on shouldn't be. And, to confirm, ModifyTicket is required to resolve a ticket. ModifyTicket has long been up for discussion for breaking into multiple rights, but it needs to be done right and be backwards compatible. -kevin On Jul 27, 2009, at 11:13 AM, Joachim Thuau wrote: Shouldn't this be something like: * Remove ModifyTicket from everyone. * add ModifyTicket to Requestor and Owner. That would allow a user (the requestor, supposedly), the right to modify the tickets he/she has created. Jok -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Jo Rhett Sent: Friday, July 24, 2009 3:42 PM To: RT Users Subject: [rt-users] ModifyTicket required to close tickets? I have repeatedly found problems where people can mistakenly affect large batches of tickets. The answer provided by Best Practical has been to remove ModifyTicket right from people. So after upgrading to 3.8.4 I went ahead with this. Now nobody can close tickets. Yep, that's right -- can't even mark them resolved. Brilliant. Obviously this is a non-op, and I had to give the ModifyTicket right back to everyone. BPS: what kind of patches will you accept to break ModifyTicket into some distinct rights groups so that normal operations: close tickets, reassign tickets, etc can be done by users, without giving them the rights to batch modify and update hundreds of tickets? -- 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 -- 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 ___ 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 AdminCc based on Custom Field Value
On Mon, Jul 27, 2009 at 12:04:33PM -0400, Mchugh, Sean wrote:
on thursday, july 23, 2009 10:26 am, kevin falcoe wrote:
so, since I can determine a successful job based on the custom field
NB_STATUS, which is transmitted
in the body of the message, I would like to delete all AdminCc
users.
Here's what I have in my custom scrip:
I suspect you're running into a problem distinguishing AdminCcs on the
Queue level vs the Ticket level.
Instead of trying to remove the AdminCcs, I'd put a User Defined
condition on the default On Create Notify AdminCc that returns false
if your CF is set, just make sure the CF gets set first and you may
need to make some of the Scrips be TransactionBatch (see the config
file)
Thanks Kevin. One question: after making 'On Create NotifyAdminCc'
user defined,
what must I drop into the Custom Action to actually keep the former
behavior ? Can I just
copy from the perl source ?
The RT source that covers that is relatively complex and buried.
You'll need to look at the TransactionObj's Type
I'd be surprised if there wasn't some sample code for that on the wiki
-kevin
my $nbstatus = $self-TicketObj-FirstCustomFieldValue('NB_STATUS');
if ($nbstatus == 0) {
my $admincc = $self-TicketObj-AdminCcAddresses;
my @watchers = split /\,/,$admincc;
$RT::Logger-warning(Scrip 12 found watchers:
$admincc);
foreach my $watcher (@watchers) {
my ($st, $msg) =
$self-TicketObj-DeleteWatcher(Type='AdminCc',Email=$watcher);
}
$self-TicketObj-SetStatus('resolved');
}
The ticket status is set correctly, but I can't seem to get any of
the
'Watcher' related code to work;
1.) AdminCcAddresses returns nothing
2.) This custom scrip's description starts with a 00 and is set for
TransactionBatch, as is Scrip #4; and
I can see in the ticket history, that my custom scrip is
executing
before the Notify Admins scrip
3.) The AdminCc is set on the Queue that this custom scrip executes
on
and points to a group.
Any help would be greatly appreciated :)
Sean McHugh
VP, Dir. of Global Services
Grey Group
p. 212-546-1926
m. smch...@grey.com
c. 917-916-8644
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Re: [rt-users] message display bug reappears in 3.8.4
On Mon, Jul 27, 2009 at 10:43:38AM -0700, Jo Rhett wrote: On Jul 27, 2009, at 10:34 AM, Kevin Falcone wrote: On Mon, Jul 27, 2009 at 09:58:08AM -0700, Jo Rhett wrote: Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch to this when we installed it and I can easily see this problem. 3.8.4 was a bugrelease for 3.8.3, anything tabled after 3.8.3 was pushed to 3.8.6 It was originally reported against 3.8.2. And, as mentioned previously in this thread, I wasn't able to replicate it in the run-up to 3.8.3 and so we pushed it to review for a future release You claimed you are having trouble replicating this bug. I'm boggled, because my bug description on the original report shows it clearly. How can I help you replicate it? How does it show it? I quoted the transaction link and it didn't appear all as one line. http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=109609Attachment=52649 Please let us know what piece of display off of 13230 shows the problem you're encountering. Preferably as a note on the ticket so the next time we triage we can re-check it This sounds perfect for clarifying the situation. However, I'm not certain that I have a login on this system? If so, I have no clue what it is, sorry. guest/guest or simply send mail to rt-b...@bestpractical.com using the subject tag with the ticket id. You should have an autoreply mail from when you filed the bug that you can reply to. -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] admin right to user to create template in a specific queue
On Mon, Jul 27, 2009 at 01:41:49PM -0400, Asif Iqbal wrote: Is there a way I can give a user right to create template for a specific queue? I only see ModifyTemplate right. Configuration - Queues - Queue Name will have a User Rights and Group Rights link. If you set ModifyTemplate on the Queue level it should do what you want. -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] admin right to user to create template in a specific queue
On Mon, Jul 27, 2009 at 3:40 PM, Kevin Falconefalc...@bestpractical.com wrote: On Mon, Jul 27, 2009 at 01:41:49PM -0400, Asif Iqbal wrote: Is there a way I can give a user right to create template for a specific queue? I only see ModifyTemplate right. Configuration - Queues - Queue Name will have a User Rights and Group Rights link. If you set ModifyTemplate on the Queue level it should do what you want. it does not let you create a template. my co-worker found out ShowConfig right needs to be given as well along with ModifyTemplate Thanks -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 -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.4 Apache2 Segmentation Fault
Hi, ubuntu 9.04 Xeon Processor 4GB memory LDAP AD authentication windows 2003 upgrade from 3.2.2 to 3.8.4 everthing appears to be ok. server is running RT3 and nothing else. Problem: When there is a period of inactivity, particular for a few hours, and when a user logs back in, the apache error logs indicates Mon Jul 27 10:48:21 2009] [notice] child pid 2894 exit signal Segmentation fault (11 the webpage became white and multiple refresh of the page bring rt website back to the logon page. When a user logs back in and apply the Refresh this page every X minutes, than there is no segmentation fault on the apache log and all appears to be well. There is no indication what the problem is on the logs /var/log/messages, /var/log/syslog, /var/log/rt.log /opt/rt3/var/log/apache2.error before or after segemntation fault for me to properly diagnoise this. I have played with the numbers on the apache2 and mysql links below and still can't resolve this. http://wiki.bestpractical.com/view/PerformanceTuning http://wiki.bestpractical.com/view/FAQ below are my httpd.conf file and RT system configuration (santized) - hope someone can shed some light on this. Appreciate your assistance! Timeout 300 KeepAlive On MaxKeepAliveRequests 100 KeepAliveTimeout 15 MinSpareServers 5 MaxSpareServers 10 StartServers 5 MaxClients 150 MaxRequestsPerChild 100 VirtualHost *:80 DocumentRoot /opt/rt3/share/html ServerName ticket.helpdesk.abc.com ServerAlias ticket.* AddDefaultCharset UTF-8 ServerAdmin hel...@abc.com #optional apache logs for RT ErrorLog /opt/rt3/var/log/apache2.error TransferLog /opt/rt3/var/log/apache2.access Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all /Directory #PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl PerlSetVar MasonStaticSource true PerlSetVar MasonBufferPreallocateSize 1073741824 #PerlSetVar MasonBufferPreallocateSize 4096000 PerlSetVar MasonDataCacheDefaults cache_class= MemoryCache, cache_depth = 4 PerlSetVar MasonPreloads '/Elements/*' PerlSetVar MasonCompRoot /opt/rt3 Location /NoAuth/images SetHandler default /Location Location / #AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason #PerlResponseHandler RT::Mason /Location /VirtualHost #RT system configuration System Configuration * System Configuration * · Shredder Loaded perl modules Perl v5.10.0 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 v1.88; Apache::Session::Generate::MD5 v2.12; 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 v5.63; base v2.13; bytes v1.03; Cache::Simple::TimedExpiry v0.27; Carp v1.08; CGI v3.43; CGI::Cookie v1.29; CGI::Util v1.5_01; Class::Accessor v0.31; Class::Accessor::Fast v0.31; Class::Container v0.12; Class::Data::Inheritable v0.08; Class::Inspector v1.24; Class::ISA v0.33; Class::ReturnValue v0.55; Clone v0.31; constant v1.13; Convert::ASN1 v0.22; CSS::Squish v0.08; Cwd v3.2501; Data::Dumper v2.121_14; Date::Format v2.22; Date::Parse v2.27; DateTime v0.50; DateTime::Locale v0.43; 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 v4.008; DBI v1.607; DBIx::SearchBuilder v1.55; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.21; Devel::StackTraceFrame v1.21; Digest::base v1.00; Digest::MD5 v2.39; DynaLoader v1.08; Email::Address v1.889; Encode v2.23; Encode::Alias v2.07; Encode::Config v2.04; Encode::Encoding v2.05; Errno v1.1; Exception::Class v1.29; Exception::Class::Base v1.20; Exporter v5.62; Exporter::Heavy v5.62; Fcntl v1.06; File::Basename v2.76; File::Glob v1.06; File::Path v2.04; File::ShareDir v1.00; File::Spec v3.2501; File::Spec::Unix v3.2501; File::Temp v0.18; FileHandle v2.01; GD v2.44; GD::Image v2.38; GraphViz v2.04; HTML::Element v3.23; HTML::Entities v3.60; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.42; 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;
[rt-users] Broke RT somehow...Help please
Good afternoon. I updated some things in CentOS and now my RT is broken. I am not sure where to continue looking at this point. I have checked the error logs, access logs, etc. but I see nothing out of the ordinary. I am assuming that it is maybe something with Mason that I broke??? When I try to access the login page the browser (Safari 4) just downloads a blank file to my computer. I am lost, any help appreciated... Greg Evans ___ 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] Broke RT somehow...Help please
http://www.gossamer-threads.com/lists/rt/users/41009?search_string=weaken On Mon 27.Jul'09 at 12:31:24 -0700, Greg Evans wrote: Good afternoon. I updated some things in CentOS and now my RT is broken. I am not sure where to continue looking at this point. I have checked the error logs, access logs, etc. but I see nothing out of the ordinary. I am assuming that it is maybe something with Mason that I broke??? When I try to access the login page the browser (Safari 4) just downloads a blank file to my computer. I am lost, any help appreciated... Greg Evans ___ 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 pgpgUmMfZEq07.pgp Description: PGP signature ___ 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] Broke RT somehow...Help please
Jesse, You are a lifesaver :) Greg Evans On Jul 27, 2009, at 1:38 PM, Jesse Vincent wrote: http://www.gossamer-threads.com/lists/rt/users/41009?search_string=weaken On Mon 27.Jul'09 at 12:31:24 -0700, Greg Evans wrote: Good afternoon. I updated some things in CentOS and now my RT is broken. I am not sure where to continue looking at this point. I have checked the error logs, access logs, etc. but I see nothing out of the ordinary. I am assuming that it is maybe something with Mason that I broke??? When I try to access the login page the browser (Safari 4) just downloads a blank file to my computer. I am lost, any help appreciated... Greg Evans ___ 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] Broke RT somehow...Help please
On Jul 27, 2009, at 3:31 PM, Greg Evans wrote: I updated some things in CentOS and now my RT is broken. I am not sure where to continue looking at this point. I have checked the error logs, access logs, etc. but I see nothing out of the ordinary. I am assuming that it is maybe something with Mason that I broke??? When I try to access the login page the browser (Safari 4) just downloads a blank file to my computer. I am lost, any help appreciated... Greg, I just went through a fairly torturous procedure getting RT running after an unintended MySQL upgrade. It would be interesting to know what it is you upgraded in CentOS? Was it MySQL 5? Then you may need to upgrade RT as well. OTOH, if you upgraded mod_perl or Apache, your HTML::Mason might indeed be the issue. It looks from your last part above that somehow the config for your Apache is not working to invoke the FCGI or mod_perl handler for your RT installation. Are you sure this is a blank file? Can you use wget (assuming you are on *nix including Mac OS X) and get the full headers? --ravi ___ 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] message display bug reappears in 3.8.4
On Jul 27, 2009, at 12:03 PM, Kevin Falcone wrote How does it show it? I quoted the transaction link and it didn't appear all as one line. http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=109609Attachment=52649 Please let us know what piece of display off of 13230 shows the problem you're encountering. Preferably as a note on the ticket so the next time we triage we can re-check it So go to here: http://rt3.fsck.com/Ticket/Display.html?id=13230 Click Show next to one of the notifications that e-mail was sent and look at my long paragraph at the top of the ticket. -- 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
[rt-users] Using/Sorting Categories of CustomFields
Greetings. I sent this e-mail before subscribing to the list and I don't think it got through. Additionally, I fogot to include my technical specs. I'm new to RT and struggling to find detailed documentation about the Category field for a Select one value CustomField. The FAQ states that it allows one to do a two level select, but I've found three issues with this: In IE: Choosing a category in the first select does not affect (filter) the second. I found this reported here: http://rt3.fsck.com/Ticket/Display.html?id=13235. In Firefox: Choosing a category, selecting a value from that category, then changing the category does not reset (clear) the selected value. Shouldn't this be the normal behavior? Has any one changed this? I need to sort a custom field by its category and then its name. The problem I'm encountering is that the category names are repeated if they are not successive. I can fix this by specifying the sort value for each, but it would be better to change the SQL sort. Does anyone have a recommendation for changing this? I've been trying to track it down. I'm running RT 3.8.4 on Solaris 10 with Apache 2.2.11, mod_perl 2.0.4, ,MySQL 5.1.36, and Perl 5.10.0. Thank you for your assistance. Chris___ 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] ModifyTicket required to close tickets?
On Jul 27, 2009, at 11:57 AM, Kevin Falcone wrote: Obviously I can change that, but forcing people to take ownership of a ticket (multiple steps) just to answer a customer and close the ticket is bad. Never make it harder for a support person to do their job :-( If you have TakeTicket there should be links to own a ticket in one click. Taking a ticket from person A and giving it to person B is indeed a long laborious process, but grabbing a ticket to work on shouldn't be. The problem is that anywhere from 2 to 22 people can work on a ticket throughout it's lifetime, and it's not a think about who owns it kind of thing. It's just in the queue, answer it next methodology for most tickets. So a person will click to open a ticket, then click to reply... then realize they need to take ownership to resolve it and have to back out, steal the ticket and then reply. And, to confirm, ModifyTicket is required to resolve a ticket. ModifyTicket has long been up for discussion for breaking into multiple rights, but it needs to be done right and be backwards compatible. Because this topic matters to me a lot, if you'd be willing to toss out requirements for the patch I might be able to take it on next week, after I do the long-delayed mail headers rewrite. -- 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] Broke RT somehow...Help please
Ravi, I had to reinstall Scalar::Util as per Jesse's suggestion. I shold have been documenting what I did, but heh, I didn't think it was a big deal, but I had been trying to upgrade Net::SSH and Net::SSH::Expect IIRC. Then after it was broken I went all crazy and started going through the list and upgrading/updating everything I could find that might be related. Heh. Next time (Hopefully there will not be one) I will try to have more patience and actually do some documenting. Greg Evans On Jul 27, 2009, at 1:47 PM, ravi wrote: On Jul 27, 2009, at 3:31 PM, Greg Evans wrote: I updated some things in CentOS and now my RT is broken. I am not sure where to continue looking at this point. I have checked the error logs, access logs, etc. but I see nothing out of the ordinary. I am assuming that it is maybe something with Mason that I broke??? When I try to access the login page the browser (Safari 4) just downloads a blank file to my computer. I am lost, any help appreciated... Greg, I just went through a fairly torturous procedure getting RT running after an unintended MySQL upgrade. It would be interesting to know what it is you upgraded in CentOS? Was it MySQL 5? Then you may need to upgrade RT as well. OTOH, if you upgraded mod_perl or Apache, your HTML::Mason might indeed be the issue. It looks from your last part above that somehow the config for your Apache is not working to invoke the FCGI or mod_perl handler for your RT installation. Are you sure this is a blank file? Can you use wget (assuming you are on *nix including Mac OS X) and get the full headers? --ravi ___ 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] message display bug reappears in 3.8.4
On Mon, Jul 27, 2009 at 01:55:57PM -0700, Jo Rhett wrote: On Jul 27, 2009, at 12:03 PM, Kevin Falcone wrote How does it show it? I quoted the transaction link and it didn't appear all as one line. http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=109609Attachment=52649 Please let us know what piece of display off of 13230 shows the problem you're encountering. Preferably as a note on the ticket so the next time we triage we can re-check it So go to here: http://rt3.fsck.com/Ticket/Display.html?id=13230 Click Show next to one of the notifications that e-mail was sent and look at my long paragraph at the top of the ticket. Wraps fine here, looking at: http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=115543Attachment=55537 What URL are you viewing that looks long and run-on? -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] message display bug reappears in 3.8.4
All I see is the word download when I go to that link. In our instance that paragraph would be a single long line. On Jul 27, 2009, at 2:14 PM, Kevin Falcone wrote: Wraps fine here, looking at: http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=115543Attachment=55537 What URL are you viewing that looks long and run-on? -- 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] message display bug reappears in 3.8.4
On Mon, Jul 27, 2009 at 02:23:18PM -0700, Jo Rhett wrote: All I see is the word download when I go to that link. In our instance that paragraph would be a single long line. It is definitely not a single line here. Unfortunately, I need a replication recipe so I can see what your patch is attempting to fix. -kevin On Jul 27, 2009, at 2:14 PM, Kevin Falcone wrote: Wraps fine here, looking at: http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=115543Attachment=55537 What URL are you viewing that looks long and run-on? ___ 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] message display bug reappears in 3.8.4
On Mon, Jul 27, 2009 at 08:17:58PM -0400, Kevin Falcone wrote: On Mon, Jul 27, 2009 at 02:23:18PM -0700, Jo Rhett wrote: All I see is the word download when I go to that link. In our instance that paragraph would be a single long line. It is definitely not a single line here. Unfortunately, I need a replication recipe so I can see what your patch is attempting to fix. You should try viewing the URL below again -kevin On Jul 27, 2009, at 2:14 PM, Kevin Falcone wrote: Wraps fine here, looking at: http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=115543Attachment=55537 What URL are you viewing that looks long and run-on? ___ 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] message display bug reappears in 3.8.4
On Jul 27, 2009, at 5:24 PM, Kevin Falcone wrote: On Mon, Jul 27, 2009 at 08:17:58PM -0400, Kevin Falcone wrote: On Mon, Jul 27, 2009 at 02:23:18PM -0700, Jo Rhett wrote: All I see is the word download when I go to that link. In our instance that paragraph would be a single long line. It is definitely not a single line here. Unfortunately, I need a replication recipe so I can see what your patch is attempting to fix. Okay, I think I might have it. # Default wrapping: HARD (choices SOFT, HARD) Set( $MessageBoxWrap, 'SOFT' ); If you are set for default HARD, then it is being wrapped by RT for you -- which is seems to be what I view. What we want is appropriate wrapping relative to the window size. If you set this to SOFT and re- add that paragraph without linefeeds, you'll see the problem. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trouble adding RTx-Tags-0.14 to RT 3.8.1
I should have done more looking at my logs and less Google-ing... I had this in my Apache log: [Mon Jul 27 22:27:45 2009] [error] Can't locate RTx/Tags.pm in @INC (@INC contains: /usr/local/rt3/bin/../local/lib /usr/local/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /usr/local/rt3/bin/../lib/RT.pm line 624.\nCompilation failed in require at (eval 2) line 1.\n -- Kay Kay Wanous wrote: Hi all, I'm thrilled with the idea of the RT-Tags plugin but I'm doing something wrong with getting it to work with our setup. Any help would be much appreciated! I've extracted it and added the following lines to the RT_SiteConfig.pm: Set(@Plugins,(qw(RTx::Tags))); Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards TagCloud)]); But the TagCloud still doesn't show up as something users can add in RT at a glance or in the Simple Search. Any ideas? Thanks, Kay ___ 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] Trouble adding RTx-Tags-0.14 to RT 3.8.1
Hi all, I'm thrilled with the idea of the RT-Tags plugin but I'm doing something wrong with getting it to work with our setup. Any help would be much appreciated! I've extracted it and added the following lines to the RT_SiteConfig.pm: Set(@Plugins,(qw(RTx::Tags))); Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards TagCloud)]); But the TagCloud still doesn't show up as something users can add in RT at a glance or in the Simple Search. Any ideas? Thanks, Kay ___ 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
