Re: [rt-users] Permission Denied Error - Ticket creation using mail
Hi, I found that my sendmail configuration was wrong. When I get this corrected in my sendmail.cf file, I got rid of this error. But getting a different error this time (Log below). Searching thru, I see the following line in http://mail.python.org/pipermail/mailman-users/2000-June/005182.html. Any help from here... Sendmail won't deliver to a setuid program unless the directory where the process resides is writable only by the owner. That means no group write or `other' write priviledges. Mailman requires that the `s' bit be set for the group. Changed Mprog, P=/etc/smrsh/ To Mprog, P=/usr/sbin/smrsh Log === Sep 16 12:15:01 localhost sendmail[15363]: n8G6j0O6015363: from=root, size=0, class=0, nrcpts=1, relay=r...@localhost Sep 16 12:15:13 localhost sendmail[15365]: n8G6jAvi015365: from=root, size=11, class=0, nrcpts=1, msgid=200909160645.n8g6javi015...@localhost.localdomain, relay=r...@localhost Sep 16 12:15:13 localhost sendmail[15366]: n8G6jDAd015366: from=r...@localhost.localdomain, size=300, class=0, nrcpts=1, msgid=200909160645.n8g6javi015...@localhost.localdomain, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1] Sep 16 12:15:13 localhost sendmail[15365]: n8G6jAvi015365: to=helpdesk, ctladdr=root (0/0), delay=00:00:03, xdelay=00:00:00, mailer=relay, pri=30011, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (n8G6jDAd015366 Message accepted for delivery) Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015366: to=|rt-mailgate --queue 'CI new' --action correspond, ctladdr=helpd...@localhost.localdomain (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30543, dsn=5.3.0, stat=unknown mailer error 1 Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015366: n8G6jDAd015367: DSN: unknown mailer error 1 Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015367: to=r...@localhost.localdomain, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31567, dsn=2.0.0, stat=Sent Thanks, Baskar N -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, September 15, 2009 10:21 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Permission Denied Error - Ticket creation using mail On Tue, Sep 15, 2009 at 01:20:07PM +0530, Baskaraganesan Natarajan wrote: Retrying... [r...@localhost log]# ls -ltr /etc/ | grep smr drwxrwxrwx 2 root root4096 2009-08-28 18:11 smrsh Sep 15 10:38:34 localhost sendmail[8712]: n8EA3n3F006454: Warning: program /etc/smrsh/ unsafe: World writable directory Read the error messages, you can't have a world writable /etc/smrsh -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 DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt
Thanks a lot for the info and advise Aaron. Don't suppose you kept the scripts you used to dump the attachments and load them back in did you? I'm going to talk to my sysadmins and see if they are using that default-character-set option in the backup dump. If they aren't I'll get them to do me a new dump with that option on and see if it works that time. Cheers, Justin On 15 Sep 2009, at 23:36, Aaron Guise wrote: I had similar problems when moving upto 3.8.1. The previous sysadmin responsible for RT had failed to upgrade the DB properly when going from 3.6.5 to 3.8.0 some time back. All our attachments went screwy too when I tried to upgrade to 3.8.1. In the end what I did is dump the database before upgrade in case I need to go back. Dumped all attachment records to disk via perl, ran the RT upgrade scripts and then updated the attachments table from the ones I had dumped out earlier. This then made all the attachments become working again. RT itself also seemed to get a performance boost !YAY!. And the two ALTER entries in the upgrade script I found as well, Prior to running the upgrade I removed the ones that weren't binary columns e.g. VARBINARY so removing the lines which mentioned something like LONGBLOB. When you use mysqldump to backup the database you just need to make sure to place this --opt --default-character-set=binary in the commandline arguments. That will mean it exports in binary mode to avoid corruption. Regards, Aaron Guise 07 838 7793 027 212 6638 aa...@guise.net.nz On Wed, Sep 16, 2009 at 7:54 AM, Justin Hayes justin.ha...@orbisuk.com wrote: Hi guys, I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the rt-setup- database fine: /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support -- prompt-for-dba-password --action upgrade Then created the schema upgrade script: perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl *blah* *blah* *password* upgrade.sql Use of uninitialized value in join or string at /opt/ rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261. .Tickets.status has type VARCHAR however mapping is missing. Use of uninitialized value in join or string at /opt/ rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261. .Users.BlockImg has type CHAR however mapping is missing. -- ** NOTICE: No database changes have been made. ** -- Please review the generated SQL, ensure you have a full backup of your database -- and apply it to your database using a command like: -- mysql -u rt_support -p rt_support queries.sql; cat upgrade.sql ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8; ALTER TABLE ACL DEFAULT CHARACTER SET utf8, MODIFY RightName VARBINARY(25) NOT NULL, MODIFY PrincipalType VARBINARY(25) NOT NULL, MODIFY ObjectType VARBINARY(25) NOT NULL; ALTER TABLE ACL MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL, MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL, MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL; ALTER TABLE Attachments DEFAULT CHARACTER SET utf8, MODIFY Subject VARBINARY(255) NULL DEFAULT NULL, MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL, MODIFY Filename VARBINARY(255) NULL DEFAULT NULL, MODIFY Headers LONGBLOB NULL DEFAULT NULL, MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL, MODIFY Content LONGBLOB NULL DEFAULT NULL, MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL; . . . Now that looks a bit odd as there are 2 ALTERS per table and the second seems to reverse some bits of the first? Anyway I ran that into my DB. Now when I go into a ticket with an image attached and click on it no image is returned, which is a bit worrying. I'm wondering if it was a problem with the upgrade, or the original db dump provided by my IT systems guys. Perhaps the DB wasn't dumped using binary character set? How could I check that and how should the IT guys have dumped the DB to make sure it was in binary? Any thoughts? Justin - Justin Hayes Orbis Support Manager justin.ha...@orbisuk.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] 3.8.4 create user error
Thanks Kevin it was indeed the wrong version of
RT-Extension-MergeUsers, installed 0.03_02 and it works fine.
Regards;
Roy
Kevin Falcone wrote:
On Tue, Sep 15, 2009 at 04:53:21PM +0100, Raed El-Hames wrote:
Hi There;
(Perl v5.8.8 under linux ,mod_perl2
v2.03,Apache2,DBIx::SearchBuilder v1.56)
Started playing with 3.8.4 , fresh out of the box, new install , added
plugins :
RT-Extension-MergeUsers
RT-Extension-ServiceUpdates
RT-Extension-SLA
RTx-RightsMatrix
You don't list version numbers, which means this is hard to diagnose
from your error. If you're not running MergeUsers 0.03_02 I would
expect all kinds of problems interacting with 3.8
-kevin
- created first user, given it the super user permissions
- logged in as this new user, trying to create another user I am getting
the below error when click on Create (from the Tab in User/index.html
and not the form).
- the same happens if I try as root.
Anybody else seen this, I am guessing its one of the extensions that
caused it, but which one?
error: Can't call method Disabled on an undefined value at
/opt/rt3/bin/../lib/RT/User_Overlay.pm line 1165.
context:
...
1161: =cut
1162:
1163: sub Disabled {
1164: my $self = shift;
1165: return $self-PrincipalObj-Disabled(@_);
1166: }
1167:
1168: =head2 PrincipalObj
1169:
...
code stack: /opt/rt3/bin/../lib/RT/User_Overlay.pm:1165
/opt/rt3/share/html/Admin/Users/Modify.html:385
/opt/rt3/share/html/Admin/autohandler:49
/opt/rt3/share/html/autohandler:311
Roy
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Re: [rt-users] Permission Denied Error - Ticket creation using mail
Hi Kevin, I found that my sendmail configuration was wrong. When I get this corrected in my sendmail.cf file, I got rid of this error. But getting a different error this time (Log below). Searching thru, I see the following line in http://mail.python.org/pipermail/mailman-users/2000-June/005182.html. Any help from here... Sendmail won't deliver to a setuid program unless the directory where the process resides is writable only by the owner. That means no group write or `other' write priviledges. Mailman requires that the `s' bit be set for the group. Changed Mprog, P=/etc/smrsh/ To Mprog, P=/usr/sbin/smrsh Log === Sep 16 12:15:01 localhost sendmail[15363]: n8G6j0O6015363: from=root, size=0, class=0, nrcpts=1, relay=r...@localhost Sep 16 12:15:13 localhost sendmail[15365]: n8G6jAvi015365: from=root, size=11, class=0, nrcpts=1, msgid=200909160645.n8g6javi015...@localhost.localdomain, relay=r...@localhost Sep 16 12:15:13 localhost sendmail[15366]: n8G6jDAd015366: from=r...@localhost.localdomain, size=300, class=0, nrcpts=1, msgid=200909160645.n8g6javi015...@localhost.localdomain, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1] Sep 16 12:15:13 localhost sendmail[15365]: n8G6jAvi015365: to=helpdesk, ctladdr=root (0/0), delay=00:00:03, xdelay=00:00:00, mailer=relay, pri=30011, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (n8G6jDAd015366 Message accepted for delivery) Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015366: to=|rt-mailgate --queue 'CI new' --action correspond, ctladdr=helpd...@localhost.localdomain (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30543, dsn=5.3.0, stat=unknown mailer error 1 Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015366: n8G6jDAd015367: DSN: unknown mailer error 1 Sep 16 12:15:13 localhost sendmail[15367]: n8G6jDAd015367: to=r...@localhost.localdomain, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31567, dsn=2.0.0, stat=Sent Thanks, Baskar N -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, September 15, 2009 10:21 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Permission Denied Error - Ticket creation using mail On Tue, Sep 15, 2009 at 01:20:07PM +0530, Baskaraganesan Natarajan wrote: Retrying... [r...@localhost log]# ls -ltr /etc/ | grep smr drwxrwxrwx 2 root root4096 2009-08-28 18:11 smrsh Sep 15 10:38:34 localhost sendmail[8712]: n8EA3n3F006454: Warning: program /etc/smrsh/ unsafe: World writable directory Read the error messages, you can't have a world writable /etc/smrsh -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 DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ 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] Show ticket history question
Is there a way to allow the show ticket/show comment attributes to include showing the queue? We have situations where we do not want to give away the See Queue attribute but also allow the users/requestors to see all that is going on with their tickets. Right now it shows a queue in which they were allowed to see/enter a ticket however when it got moved to a lower level queue for resolution they only see that the queue was changed from something to blank. It seems that the edit for displaying queues could be removed from the show history module. Is this possible? Thanks Joe ___ 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-user] PATCH: RT.pm.in for MasonComponentRoot
It is a problem with Mason and links, I think. Easiest fix is to not use a
link, and either reconfigure with prefix /opt/opt.CORE/rt-3.8/rhel5 or, move
the rt3.8 directory to /usr/site/rt-3.8
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Susan McClure
Sent: Tuesday, September 15, 2009 8:28 PM
To: rt-users@lists.bestpractical.com
Cc: smccl...@rice.edu
Subject: Re: [rt-users] [rt-user] PATCH: RT.pm.in for MasonComponentRoot
Was this ever resolved or determined to be a bug?
I am experiencing the same thing, installing RT 3.8.4, but when I edit my
lib/RT.pm file to make the Mason components absolute paths, I still have the
error:
[Tue Sep 15 19:17:32 2009] [info] Server: Apache/2.2.3, Interface:
mod_ssl/2.2.3, Library: OpenSSL/0.9.8e-fips-rhel5 [Tue Sep 15 19:17:32 2009]
[notice] Apache/2.2.3 (Red Hat) configured -- resuming normal operations [Tue
Sep 15 19:17:32 2009] [info] Server built: Jul 15 2009 09:02:25 [Tue Sep 15
19:17:32 2009] [debug] prefork.c(991): AcceptMutex: sysvsem
(default: sysvsem)
[Wed Sep 16 00:17:50 2009] [warning]: [Mason] Cannot resolve file to
component: /usr/site/rt-3.8/share/html/index.html (is file outside component
root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852.
(/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)
=
I configured with:
./configure --prefix=/usr/site/rt-3.8 --with-db-type=Pg --with-db-dba=postgres
--with-db-database=rt38 --with-web-user=cwis --with-web-group=cwis
--with-web-handler=modperl2 --with-apachectl=/usr/sbin --enable-gd
--enable-graphviz --enable-gpg
prefix /usr/site/rt-3.8 resolves to absolute path:
/opt/opt.CORE/rt-3.8/rhel5
So I changed my lib/RT.pm to have:
lib/RT.pm ..
...
# END BPS TAGGED BLOCK }}}
use strict;
use warnings;
package RT;
use File::Spec ();
use Cwd ();
use vars qw($Config $System $SystemUser $Nobody $Handle $Logger
$_INSTALL_MODE);
our $VERSION = '3.8.4';
#our $BasePath = '/usr/site/rt-3.8/';
our $BasePath = '/opt/opt.CORE/rt-3.8/rhel5/'; our $EtcPath = 'etc';
our $BinPath = 'bin'; our $SbinPath = 'sbin'; our $VarPath = 'var';
our $LocalPath = 'local';
our $LocalEtcPath = 'local/etc';
our $LocalLibPath = 'local/lib';
our $LocalLexiconPath = 'local/po';
our $LocalPluginPath = $LocalPath./plugins;
# $MasonComponentRoot is where your rt instance keeps its mason html
files #our $MasonComponentRoot = 'share/html'; our
$MasonComponentRoot = '/opt/opt.CORE/rt-3.8/rhel5/share/html';
# $MasonLocalComponentRoot is where your rt instance keeps its
site-local # mason html files.
#our $MasonLocalComponentRoot = 'local/html'; our
$MasonLocalComponentRoot = '/opt/opt.CORE/rt-3.8/rhel5/local/html';
# $MasonDataDir Where mason keeps its datafiles #our $MasonDataDir =
'var/mason_data'; our $MasonDataDir =
'/opt/opt.CORE/rt-3.8/rhel5/var/mason_data';
# RT needs to put session data (for preserving state between
connections # via the web interface) #our $MasonSessionDir =
'var/session_data'; our $MasonSessionDir =
'/opt/opt.CORE/rt-3.8/rhel5/var/session_data';
unless ( File::Spec-file_name_is_absolute($EtcPath) ) {
# if BasePath exists and is absolute, we won't infer it from
$INC{'RT.pm'}.
# otherwise RT.pm will make src dir(where we configure RT) be the
BasePath # instead of the --prefix one
unless ( -d $BasePath
File::Spec-file_name_is_absolute($BasePath) )
my $pm_path = ( File::Spec-splitpath( $INC{'RT.pm'} ) )[1];
# need rel2abs here is to make sure path is absolute, since
$INC{'RT.pm'}
# is not always absolute
$BasePath =
File::Spec-rel2abs(
File::Spec-catdir( $pm_path, File::Spec-updir ) );
}
$BasePath = Cwd::realpath( $BasePath );
for my $path ( qw/EtcPath BinPath SbinPath VarPath LocalPath
LocalEtcPath
LocalLibPath LocalLexiconPath LocalPluginPath
MasonComponentRootMasonLocalComponentRoot MasonDataDir
MasonSessionDir/ ) {
no strict 'refs';
# just change relative ones
$$path = File::Spec-catfile( $BasePath, $$path )
unless File::Spec-file_name_is_absolute( $$path );
}
}
=head1 NAME
RT - Request Tracker
=head1 SYNOPSIS
A fully featured request tracker package
=head1 DESCRIPTION
=head2 INITIALIZATION
:
===
=== perl version =
r...@rt2:/usr/site/rt-3.8/lib /usr/bin/perl -V Summary of my perl5
(revision 5 version 8 subversion 8) configuration:
Platform:
osname=linux, osvers=2.6.18-128.1.10.el5,
archname=x86_64-linux-thread-multi
uname='linux ls20-bc2-13.build.redhat.com 2.6.18-128.1.10.el5 #1
smp wed apr 29 13:53:08 edt 2009 x86_64 x86_64 x86_64 gnulinux '
Re: [rt-users] Perl version
On Tue, Sep 15, 2009 at 11:47:53AM -0400, Jesse Vincent wrote: On Tue, Sep 15, 2009 at 08:46:15AM -0700, Ken Crocker wrote: To list, Does anyone know what the latest viable Perl versio we can use for RT 3.8.x is? We trying to get grid of a bunch of perl versions here and I want to ensure we are using the latest for RT. Thanks. 5.8.9 or 5.10.1 should be fine. 5.10.0 should be avoided. Could you give any more information on this? I ask because we're supporting users running RT 3.6 in Debian stable with Perl 5.10.0, as well as RT 3.6 in Debian oldstable with Perl 5.8.8, and I'm curious as to what possible problems we might be in for (though we've seen none). Here at work we're also running RT 3.8 with perl 5.8.8 and haven't seen any problems. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ 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] Perl version
Could you give any more information on this? I ask because we're supporting users running RT 3.6 in Debian stable with Perl 5.10.0, as well as RT 3.6 in Debian oldstable with Perl 5.8.8, and I'm curious as to what possible problems we might be in for (though we've seen none). Here at work we're also running RT 3.8 with perl 5.8.8 and haven't seen any problems. He did ask about 'latest' versions ;) Anything 5.8.3 or newer should work just fine. 5.8.3-5.8.9 are all great. 5.10.0 shipped with...many bugs and inconsitencies. When last I looked, debian's 5.10.0 is somewhat patched up for the worst of these. I wouldn't worry about running RT on Debian 5.10.0. But if you're sourcebuilding a new perl for RT, my recommendation would be to skip vanilla 5.10.0. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to access a CustomField from Ticket/Tabs
Hi RT Gurus,
is there any way to access the content of a CustomField from
Ticket/Elements/Tabs ?
I try to create a new button called Reinstate which will set back the status
to last know status (stored in a CF).
Something like this:
$actions-{'AC'} = { path =
Ticket/Display.html?Status={CustomFieldValue('OldStat')}id= . $id,
title = loc('Reinstate') };
Not sure if this is possible.
Any ideas or solutions as workaround?
Greetings
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
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Re: [rt-users] Change in translation file (ES.PO)
Hello again, here I am answering myself, just in case it helps others. The problem was that since I have both RT and RT-FM installed, there are two es.po files in the directory tree, and while I was modifying RT's es.po, the segment I was translating (Quick search) was also present in RT-FM's es.po and this was the one that was taking precedence. Once I changed the Quick search segment in RT-FM's es.po my changes were reflected in RT and RT-FM. Now I am working on an es.po file for RT-IR and converting many segments from RT-FM's es.po to use UTF-8 characters. If there is any interest in this, let me know. Thanks! Carlos On 15/09/2009 10:23 a.m., Carlos M. Martinez - CERT.uy wrote: Hello all, I am trying to make some changes to the file es.po in order to adapt it to our organization's specific terminology, plus some conversion work in order to use HTML entities instead of UTF-8 Spanish accented characters. Although I am able to make the changes to es.po, I am at a loss as to what to do next. The changes aren't showing and neither restarting Apache (as suggested on an earlier post) nor clearing Mason's cache are helping. I suppose I am missing a step, but I don't know which one and I haven't been able to find more information. Any help would be greatly appreciated. Once it works, I will happily contribute my es.po file to anyone that might find it useful. Best regards Carlos Martinez CERT.uy (http://www.cert.uy) ___ 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] SOLVED: How to access a CustomField from Ticket/Tabs
OK, sometime the vacuum in my head is preventing me from thinking.
Thanks to Scott Lander for Support.
Solution:
my $path = 'Ticket/Display.html?Status=';
my $CFStat=$Ticket-FirstCustomFieldValue('Saved_Status');
$actions-{'ZZZ-Clone8'} = {
title = loc('[Reinstate]'),
path = $path . $CFStat . 'id=' . $Ticket-id,
};
Torsten
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten
/ Kuehne + Nagel / Ham MI-ID
Gesendet: Mittwoch, 16. September 2009 15:22
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] How to access a CustomField from Ticket/Tabs
Hi RT Gurus,
is there any way to access the content of a CustomField from
Ticket/Elements/Tabs ?
I try to create a new button called Reinstate which will set back the status
to last know status (stored in a CF).
Something like this:
$actions-{'AC'} = { path =
Ticket/Display.html?Status={CustomFieldValue('OldStat')}id= . $id,
title = loc('Reinstate') };
Not sure if this is possible.
Any ideas or solutions as workaround?
Greetings
Torsten
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[rt-users] Correct format for any messages through the mail gateway at default?
I was able to get past my prior apache problems by manually symlinking the perl module for modperl from modules available to modules active. However the main problem is that I am. not at all sure for the exact default syntax for mail and what to expect. Most of the examples are in the format of using an on machine default email account. I already have fetchmail and postfix setup to do basic work from gmail accounts however fetchmail is passing unformatted re-written email addresses from that account. i.e. ticketb...@gmail.com [not actual]. how would I have to change the setup in the web configs to accept this and what format would it have to take. ___ 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] A Configuration question
To List, I have my install configuration set to: --with-GD=yes \ --with-GRAPHVIZ=yes \ Along with all the other stuff. My question is, if I have the --with-GRAPHVIZ=yes set up, do I ALSO need to have --enable-graphviz ? Thaks. Kenn LBNL ___ 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 Query question
To List, Whenever I create a query and want to include the Requestor(s), I always get the email address, ie. kfcroc...@lbl.gov. What I want is the name only, KFCrocker. In the advanced section, I see this code __Requestors__. What can I change that to to just get the requestors name? Thanks. Kenn LBNL ___ 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] A Configuration question
Scott, Hmm. When I compared the 3.8.4 configure list in README with the one I have for my current 3.6.4 version, I didn't see those options so I added them. ALso, it seemed to me that the instructions indicated that I needed those options specified. What did you specify and what extensions/plugins were installed at your location? Thanks. Kenn LBNL On 9/16/2009 9:41 AM, Lander, Scott wrote: Hmmm - I believe if you leave both of those options off, and, in fact, almost all other options off - it will do exactly the right thing! IE, ./configure --prefix blah then grpahviz will be enabled correctly... -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ken Crocker Sent: Wednesday, September 16, 2009 12:39 PM To: rt Users Subject: [rt-users] A Configuration question To List, I have my install configuration set to: --with-GD=yes \ --with-GRAPHVIZ=yes \ Along with all the other stuff. My question is, if I have the --with-GRAPHVIZ=yes set up, do I ALSO need to have --enable-graphviz ? Thaks. Kenn LBNL ___ 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 This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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] A Configuration question
On Wed, Sep 16, 2009 at 09:38:42AM -0700, Ken Crocker wrote: To List, I have my install configuration set to: --with-GD=yes \ --with-GRAPHVIZ=yes \ GD and GRAPHVIZ are lowercased (just try running your command) configure: WARNING: unrecognized options: --with-GRAPHVIZ Along with all the other stuff. My question is, if I have the --with-GRAPHVIZ=yes set up, do I ALSO need to have --enable-graphviz ? You only need one to enable it, if you look at ./configure --help --enable-graphviz is the documented one As long as you install GraphViz RT will attempt to use it (unless you've set DisableGraphViz). The configure option is mostly useful for adding GraphViz.pm to the deps list. -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] A Configuration question
Kevin, So, if I set my rt-configuration to: --prefix=/opt/rt3 \ --enable-gd \ --enable-graphviz \ That will work. How do I also add RT Matrix, ExternalAuth, CommandByMail, Calendar, and Shredder? The same way? Kenn LBNL On 9/16/2009 9:55 AM, Kevin Falcone wrote: On Wed, Sep 16, 2009 at 09:38:42AM -0700, Ken Crocker wrote: To List, I have my install configuration set to: --with-GD=yes \ --with-GRAPHVIZ=yes \ GD and GRAPHVIZ are lowercased (just try running your command) configure: WARNING: unrecognized options: --with-GRAPHVIZ Along with all the other stuff. My question is, if I have the --with-GRAPHVIZ=yes set up, do I ALSO need to have --enable-graphviz ? You only need one to enable it, if you look at ./configure --help --enable-graphviz is the documented one As long as you install GraphViz RT will attempt to use it (unless you've set DisableGraphViz). The configure option is mostly useful for adding GraphViz.pm to the deps list. -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 ___ 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 and Subversion
Can any one help me on this? Thanks, Ben --- On Tue, 9/15/09, Ben uy...@yahoo.com wrote: From: Ben uy...@yahoo.com Subject: RT and Subversion To: RT Users rt-users@lists.bestpractical.com Date: Tuesday, September 15, 2009, 11:27 AM Hi, All, I have a quick question. I use RT and subversion and scmbug. I have created several queues undr RT, also several projects under one repos in subversion. My question is: how can I let the ticket owner can make changes to one projects in subversion? for example, I have queueA, queueB, queueC, under subversion repos, I have projectA, projectB, projectC. User A have a ticket in queueA, then he can check in to projectA, userB has a ticket in queueB, then he can check in to projectB. Thanks! Ben ___ 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 and Subversion
I do this with subversion hooks that call the RT REST API and some custom fields. The programmer puts Ticket: 123 as the first line of the comment at commit. The hooks validate the ticket data using REST API before allowing the commit, and they also post information about the commit back to the ticket. My hooks are written in ruby and use the rt-client library from rubyforge (which I am the author of). Ben wrote: Can any one help me on this? Thanks, Ben --- On *Tue, 9/15/09, Ben /uy...@yahoo.com/* wrote: From: Ben uy...@yahoo.com Subject: RT and Subversion To: RT Users rt-users@lists.bestpractical.com Date: Tuesday, September 15, 2009, 11:27 AM Hi, All, I have a quick question. I use RT and subversion and scmbug. I have created several queues undr RT, also several projects under one repos in subversion. My question is: how can I let the ticket owner can make changes to one projects in subversion? for example, I have queueA, queueB, queueC, under subversion repos, I have projectA, projectB, projectC. User A have a ticket in queueA, then he can check in to projectA, userB has a ticket in queueB, then he can check in to projectB. Thanks! Ben ___ 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 -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A Configuration question
On Wed, Sep 16, 2009 at 11:39:56AM -0700, Ken Crocker wrote: Kevin, So, if I set my rt-configuration to: --prefix=/opt/rt3 \ --enable-gd \ --enable-graphviz \ That will work. How do I also add RT Matrix, ExternalAuth, CommandByMail, Calendar, and Shredder? The same way? Kenn Shredder is included in 3.8, you do nothing. Everything else you list is an external extension you installed by hand on your old RT. You download them, read their READMEs and install them. -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] Shredder question
To list, I haven't used Shredder before so I have a question: when it removes a deleted ticket, will it also remove the OBJECTCUSTOMFIELDVALUES records as well? Kenn LBNL ___ 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 and Subversion
thanks, Tom I used scmbug to hook subversion with RT, is there a way to complete task with scmbug? also Tom, does your way need a lot work to do? Regards, Ben --- On Wed, 9/16/09, Tom Lahti t...@bitstatement.net wrote: From: Tom Lahti t...@bitstatement.net Subject: Re: [rt-users] RT and Subversion To: Ben uy...@yahoo.com Cc: RT Users rt-users@lists.bestpractical.com Date: Wednesday, September 16, 2009, 1:51 PM I do this with subversion hooks that call the RT REST API and some custom fields. The programmer puts Ticket: 123 as the first line of the comment at commit. The hooks validate the ticket data using REST API before allowing the commit, and they also post information about the commit back to the ticket. My hooks are written in ruby and use the rt-client library from rubyforge (which I am the author of). Ben wrote: Can any one help me on this? Thanks, Ben --- On *Tue, 9/15/09, Ben /uy...@yahoo.com/* wrote: From: Ben uy...@yahoo.com Subject: RT and Subversion To: RT Users rt-users@lists.bestpractical.com Date: Tuesday, September 15, 2009, 11:27 AM Hi, All, I have a quick question. I use RT and subversion and scmbug. I have created several queues undr RT, also several projects under one repos in subversion. My question is: how can I let the ticket owner can make changes to one projects in subversion? for example, I have queueA, queueB, queueC, under subversion repos, I have projectA, projectB, projectC. User A have a ticket in queueA, then he can check in to projectA, userB has a ticket in queueB, then he can check in to projectB. Thanks! Ben ___ 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 -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT and Subversion
On Wed, Sep 16, 2009 at 01:01:47PM -0700, Ben wrote: thanks, Tom I used scmbug to hook subversion with RT, is there a way to complete task with scmbug? also Tom, does your way need a lot work to do? http://search.cpan.org/dist/RT-Integration-SVN/ lets you close tickets with svn commit messages -kevin Regards, Ben --- On Wed, 9/16/09, Tom Lahti t...@bitstatement.net wrote: From: Tom Lahti t...@bitstatement.net Subject: Re: [rt-users] RT and Subversion To: Ben uy...@yahoo.com Cc: RT Users rt-users@lists.bestpractical.com Date: Wednesday, September 16, 2009, 1:51 PM I do this with subversion hooks that call the RT REST API and some custom fields. The programmer puts Ticket: 123 as the first line of the comment at commit. The hooks validate the ticket data using REST API before allowing the commit, and they also post information about the commit back to the ticket. My hooks are written in ruby and use the rt-client library from rubyforge (which I am the author of). Ben wrote: Can any one help me on this? Thanks, Ben --- On *Tue, 9/15/09, Ben /[1]uy...@yahoo.com/* wrote: From: Ben [2]uy...@yahoo.com Subject: RT and Subversion To: RT Users [3]rt-us...@lists.bestpractical.com Date: Tuesday, September 15, 2009, 11:27 AM Hi, All, I have a quick question. I use RT and subversion and scmbug. I have created several queues undr RT, also several projects under one repos in subversion. My question is: how can I let the ticket owner can make changes to one projects in subversion? for example, I have queueA, queueB, queueC, under subversion repos, I have projectA, projectB, projectC. User A have a ticket in queueA, then he can check in to projectA, userB has a ticket in queueB, then he can check in to projectB. Thanks! Ben ___ [4]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: [5]http://wiki.bestpractical.com Commercial support: [6]sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [7]http://rtbook.bestpractical.com -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 [8]http://www.bitstatement.net/ -- References Visible links 1. http://us.mc369.mail.yahoo.com/mc/compose?to=uy...@yahoo.com 2. http://us.mc369.mail.yahoo.com/mc/compose?to=uy...@yahoo.com 3. http://us.mc369.mail.yahoo.com/mc/compose?to=rt-us...@lists.bestpractical.com 4. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 5. http://wiki.bestpractical.com/ 6. http://us.mc369.mail.yahoo.com/mc/compose?to=sa...@bestpractical.com 7. http://rtbook.bestpractical.com/ 8. http://www.bitstatement.net/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] Add a backup email account as Bcc - avoid multiple emails
Hi, I'm an RT beginner but would really like to improve... I bought the book ;) I installed RT3.8.4 with mysql. My goal is that all messages sent to RT are also going to a second mailbox that would be used in case of a disaster on RT. I have an alias that is used by customers to open ticket that goes in 2 mailboxes (one polled by RT and other that is sleeping waiting for the disaster...) I want RT to Bcc the backup mailbox for every correspondance. I simply added 'Bcc: backup-em...@company.com' in my correspondence template. And that more or less works (the template called by 'on correspond notifiy requestor and ccs') I also have the 'on correpond notify other recipients' in case I add manually people... My problem is that the system sends 2 emails: - one for requestor and the Bcc backup email address - one for the people cced (that I need to tick everytime) Why does the system do that? Can't it send a single email and avoid the need to tick every person I want to cc? Is this due to my Bcc hack? How could I get all people in the same email (Bcc, cced, manally added other recipients and reuestor)? Can anyone help me on that? Sorry again if the answer is obvious or clearly available on some well known forum. Feel free to redirect me to the good place where there are all these kind of tips for beginners. Thanks a lot! -- - Jerome Durand Responsable des services aux usagers Services operations support manager Réseau National de Télécommunications pour la Technologie, l'Enseignement et la Recherche Tel:+33 (0) 1 53 94 20 40 | GIP RENATER Fax:+33 (0) 1 53 94 20 41 | c/o ENSAM E-mail: jdur...@renater.fr | 151 Boulevard de l'Hôpital http://www.renater.fr | 75013 PARIS -- ___ 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] {Disarmed} Re: RT and Subversion
Ben wrote: thanks, Tom I used scmbug to hook subversion with RT, is there a way to complete task with scmbug? also Tom, does your way need a lot work to do? Regards, Ben I don't know anything about scmbug so I can't provide any advice there. My subversion hooks are very custom. In addition to integrating RT with subversion, it also pulls binaries from subversion at commit (if the production approved custom field is set) and injects them into our production deployment control system. Unfortunately my custom hooks are company proprietary and I don't have permission to share them, but in essence they use svnlook to get information about the subversion transaction and the rt command line to get and post information to/from the ticket. In the pre-commit hook there's just conditional logic to do things like: make sure the ticket exists, make sure its in the right queue, make sure the owner of the ticket is the person doing the commit, etc. The post-commit hook is used to record the commit log message into the ticket, take a diff and attach it to the ticket, list the files that were changed in the commit in a reply, record the revision number committed into the ticket, etc. Documentation galore :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT and Subversion
http://search.cpan.org/dist/RT-Integration-SVN/ lets you close tickets with svn commit messages That should be easy enough in a custom post-commit hook, too. Just parse the commands out of the subversion log message fetched with 'svnlook' and do the corresponding thing with the rt command line or the REST API. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Add a backup email account as Bcc - avoid multiple emails
On Wed, Sep 16, 2009 at 10:13:43PM +0200, Jerome Durand wrote: My problem is that the system sends 2 emails: - one for requestor and the Bcc backup email address - one for the people cced (that I need to tick everytime) These are separate Scrips. On Correspond Notify Requestors and CCs notifies Requestors and permanent CCs of the tickets On Correspond Notify Other Recipients notifies Other Recipients (including one-time-ccs) Either add those people as a CC of your ticket or change your scrips -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] RT and Subversion
On Wed, Sep 16, 2009 at 01:28:48PM -0700, Tom Lahti wrote: http://search.cpan.org/dist/RT-Integration-SVN/ lets you close tickets with svn commit messages That should be easy enough in a custom post-commit hook, too. Just parse the commands out of the subversion log message fetched with 'svnlook' and do the corresponding thing with the rt command line or the REST API. You've just described how it works -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] Add a backup email account as Bcc - avoid multiple emails
Thank you Kevin, Now I understand the permanent ccs concept But I would have expected that when a requestor cc some folks, they are automatically registered as permanent ccs. Isn't there a default scrip for that? Looks like there isn't (??) Any hint welcome to update my 'on create autoreply to requestor... and add ccs are permanent ccs! Thanks Jerome Kevin Falcone a écrit : On Wed, Sep 16, 2009 at 10:13:43PM +0200, Jerome Durand wrote: My problem is that the system sends 2 emails: - one for requestor and the Bcc backup email address - one for the people cced (that I need to tick everytime) These are separate Scrips. On Correspond Notify Requestors and CCs notifies Requestors and permanent CCs of the tickets On Correspond Notify Other Recipients notifies Other Recipients (including one-time-ccs) Either add those people as a CC of your ticket or change your scrips -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 -- - Jerome Durand Responsable des services aux usagers Services operations support manager Réseau National de Télécommunications pour la Technologie, l'Enseignement et la Recherche Tel:+33 (0) 1 53 94 20 40 | GIP RENATER Fax:+33 (0) 1 53 94 20 41 | c/o ENSAM E-mail: jdur...@renater.fr | 151 Boulevard de l'Hôpital http://www.renater.fr | 75013 PARIS -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt
I'll have a look, I'm sure they are here somewhere. Might take a day though. *Regards, Aaron Guise 07 838 7793 027 212 6638 aa...@guise.net.nz* On Wed, Sep 16, 2009 at 9:20 PM, Justin Hayes justin.ha...@orbisuk.comwrote: Thanks a lot for the info and advise Aaron. Don't suppose you kept the scripts you used to dump the attachments and load them back in did you? I'm going to talk to my sysadmins and see if they are using that default-character-set option in the backup dump. If they aren't I'll get them to do me a new dump with that option on and see if it works that time. Cheers, Justin On 15 Sep 2009, at 23:36, Aaron Guise wrote: I had similar problems when moving upto 3.8.1. The previous sysadmin responsible for RT had failed to upgrade the DB properly when going from 3.6.5 to 3.8.0 some time back. All our attachments went screwy too when I tried to upgrade to 3.8.1. In the end what I did is dump the database before upgrade in case I need to go back. Dumped all attachment records to disk via perl, ran the RT upgrade scripts and then updated the attachments table from the ones I had dumped out earlier. This then made all the attachments become working again. RT itself also seemed to get a performance boost !YAY!. And the two ALTER entries in the upgrade script I found as well, Prior to running the upgrade I removed the ones that weren't binary columns e.g. VARBINARY so removing the lines which mentioned something like LONGBLOB. When you use mysqldump to backup the database you just need to make sure to place this --opt --default-character-set=binary in the commandline arguments. That will mean it exports in binary mode to avoid corruption. *Regards, Aaron Guise 07 838 7793 027 212 6638 aa...@guise.net.nz* On Wed, Sep 16, 2009 at 7:54 AM, Justin Hayes justin.ha...@orbisuk.comwrote: Hi guys, I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the rt-setup-database fine: /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support --prompt-for-dba-password --action upgrade Then created the schema upgrade script: perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl*blah* *blah* *password* upgrade.sql Use of uninitialized value in join or string at /opt/ rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261. .Tickets.status has type VARCHAR however mapping is missing. Use of uninitialized value in join or string at /opt/ rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261. .Users.BlockImg has type CHAR however mapping is missing. -- ** NOTICE: No database changes have been made. ** -- Please review the generated SQL, ensure you have a full backup of your database -- and apply it to your database using a command like: -- mysql -u rt_support -p rt_support queries.sql; cat upgrade.sql ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8; ALTER TABLE ACL DEFAULT CHARACTER SET utf8, MODIFY RightName VARBINARY(25) NOT NULL, MODIFY PrincipalType VARBINARY(25) NOT NULL, MODIFY ObjectType VARBINARY(25) NOT NULL; ALTER TABLE ACL MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL, MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL, MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL; ALTER TABLE Attachments DEFAULT CHARACTER SET utf8, MODIFY Subject VARBINARY(255) NULL DEFAULT NULL, MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL, MODIFY Filename VARBINARY(255) NULL DEFAULT NULL, MODIFY Headers LONGBLOB NULL DEFAULT NULL, MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL, MODIFY Content LONGBLOB NULL DEFAULT NULL, MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL; . . . Now that looks a bit odd as there are 2 ALTERS per table and the second seems to reverse some bits of the first? Anyway I ran that into my DB. Now when I go into a ticket with an image attached and click on it no image is returned, which is a bit worrying. I'm wondering if it was a problem with the upgrade, or the original db dump provided by my IT systems guys. Perhaps the DB wasn't dumped using binary character set? How could I check that and how should the IT guys have dumped the DB to make sure it was in binary? Any thoughts? Justin - Justin Hayes Orbis Support Manager justin.ha...@orbisuk.com ___
Re: [rt-users] Add a backup email account as Bcc - avoid multiple emails
On Wed, Sep 16, 2009 at 16:57, Jerome Durand jdur...@renater.fr wrote: Thank you Kevin, Now I understand the permanent ccs concept But I would have expected that when a requestor cc some folks, they are automatically registered as permanent ccs. The form clearly says (in the native English version at least) One-time cc We handle this sort of message backup with a global scrip rather than template hacking... On transaction TransactionCreate Send Email Backup Template... which is just the default transaction template (our actual transaction template is customized) with the hard-coded bcc to the secondary address. Cheers! ___ 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] Add a backup email account as Bcc - avoid multiple emails
On Wed, Sep 16, 2009 at 10:57:09PM +0200, Jerome Durand wrote: Now I understand the permanent ccs concept But I would have expected that when a requestor cc some folks, they are automatically registered as permanent ccs. There is a config option for that on ticket creation Isn't there a default scrip for that? Looks like there isn't (??) Any hint welcome to update my 'on create autoreply to requestor... and add ccs are permanent ccs! Adding CCs as people reply to RT is documented on the wiki, but won't become a core feature. -kevin Kevin Falcone a écrit : On Wed, Sep 16, 2009 at 10:13:43PM +0200, Jerome Durand wrote: My problem is that the system sends 2 emails: - one for requestor and the Bcc backup email address - one for the people cced (that I need to tick everytime) These are separate Scrips. On Correspond Notify Requestors and CCs notifies Requestors and permanent CCs of the tickets On Correspond Notify Other Recipients notifies Other Recipients (including one-time-ccs) Either add those people as a CC of your ticket or change your scrips -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] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt
Thanks Aaron. I've always wondered why file attachments are stored in the db at all. I'd have thought those would have been better placed out in the filesystem. Cheers, Justin Sent from my iPhone On 16 Sep 2009, at 21:59, Aaron Guise aa...@guise.net.nz wrote: I'll have a look, I'm sure they are here somewhere. Might take a day though. Regards, Aaron Guise 07 838 7793 027 212 6638 aa...@guise.net.nz On Wed, Sep 16, 2009 at 9:20 PM, Justin Hayes justin.ha...@orbisuk.com wrote: Thanks a lot for the info and advise Aaron. Don't suppose you kept the scripts you used to dump the attachments and load them back in did you? I'm going to talk to my sysadmins and see if they are using that default-character-set option in the backup dump. If they aren't I'll get them to do me a new dump with that option on and see if it works that time. Cheers, Justin On 15 Sep 2009, at 23:36, Aaron Guise wrote: I had similar problems when moving upto 3.8.1. The previous sysadmin responsible for RT had failed to upgrade the DB properly when going from 3.6.5 to 3.8.0 some time back. All our attachments went screwy too when I tried to upgrade to 3.8.1. In the end what I did is dump the database before upgrade in case I need to go back. Dumped all attachment records to disk via perl, ran the RT upgrade scripts and then updated the attachments table from the ones I had dumped out earlier. This then made all the attachments become working again. RT itself also seemed to get a performance boost !YAY!. And the two ALTER entries in the upgrade script I found as well, Prior to running the upgrade I removed the ones that weren't binary columns e.g. VARBINARY so removing the lines which mentioned something like LONGBLOB. When you use mysqldump to backup the database you just need to make sure to place this --opt --default-character-set=binary in the commandline arguments. That will mean it exports in binary mode to avoid corruption. Regards, Aaron Guise 07 838 7793 027 212 6638 aa...@guise.net.nz On Wed, Sep 16, 2009 at 7:54 AM, Justin Hayes justin.ha...@orbisuk.com wrote: Hi guys, I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the rt-setup- database fine: /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support --prompt-for-dba-password --action upgrade Then created the schema upgrade script: perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql- schema.pl *blah* *blah* *password* upgrade.sql Use of uninitialized value in join or string at /opt/ rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261. .Tickets.status has type VARCHAR however mapping is missing. Use of uninitialized value in join or string at /opt/ rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261. .Users.BlockImg has type CHAR however mapping is missing. -- ** NOTICE: No database changes have been made. ** -- Please review the generated SQL, ensure you have a full backup of your database -- and apply it to your database using a command like: -- mysql -u rt_support -p rt_support queries.sql; cat upgrade.sql ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8; ALTER TABLE ACL DEFAULT CHARACTER SET utf8, MODIFY RightName VARBINARY(25) NOT NULL, MODIFY PrincipalType VARBINARY(25) NOT NULL, MODIFY ObjectType VARBINARY(25) NOT NULL; ALTER TABLE ACL MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL, MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL, MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL; ALTER TABLE Attachments DEFAULT CHARACTER SET utf8, MODIFY Subject VARBINARY(255) NULL DEFAULT NULL, MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL, MODIFY Filename VARBINARY(255) NULL DEFAULT NULL, MODIFY Headers LONGBLOB NULL DEFAULT NULL, MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL, MODIFY Content LONGBLOB NULL DEFAULT NULL, MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL; ALTER TABLE Attachments MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL; . . . Now that looks a bit odd as there are 2 ALTERS per table and the second seems to reverse some bits of the first? Anyway I ran that into my DB. Now when I go into a ticket with an image attached and click on it no image is returned, which is a bit worrying. I'm wondering if it was a problem with the upgrade, or the original db dump provided by my IT systems guys. Perhaps the DB wasn't dumped using binary character set? How could I check that and how should the IT guys have dumped the DB to
[rt-users] RT web request timeout
Can someone suggest a way we could set a time out for web request to RT? The main problem is that we do not want to allow external applications accessing RT over http beyond a certain specific time. Due to these long running process, RT crawls and eventually runs extremely slow. What we are thinking is to set a time limit for the Mason Web Handler and kill the process if it exceeds a n seconds. The FastCGIServer appConnTimeout and idle-timeout does help with this requirement but they kind of kill abruptly. We want to kill the process gracefully by doing a proper handler cleanrequests. Appreciate your help here. Thanks Subba Venkateswaran AT - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt
Justin Hayes wrote: Thanks Aaron. I've always wondered why file attachments are stored in the db at all. I'd have thought those would have been better placed out in the filesystem. Egads! What if the storage database is not local to the web server? How will you perform comprehensive backups? What if your RT has a million attachments, or more? Not to mention the performance hit of using a filesystem as a database, especially with high concurrency at the HTTP level. I have a custom database application designed specifically to store PDFs in the database. It has 30 million documents in it, the database storage is over 4TB. The web-based front-end for it is efficient enough to saturate a 100MBit/sec Internet connection with a single Core-2 duo web server. When I tested this against our old filesystem version of the application, it outperformed the filesystem by more than 100%. Backup is done by dumping the database in chunks in a rotating schedule. Scalability can be accomplished with simple replication to additional read-only SQL servers and using a SQL relay to dispatch SQL commands in a load-balancing fashion. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt
I fully agree Tom, SQL Servers totally own the filesystem equivalent in this regard. Our attachments table is huge and it would be rather difficult to keep a track of them all and ensure every last one is backed up without the MySQL storage system :-) *Regards, Aaron Guise 07 838 7793 027 212 6638 aa...@guise.net.nz* On Thu, Sep 17, 2009 at 11:00 AM, Tom Lahti t...@bitstatement.net wrote: Justin Hayes wrote: Thanks Aaron. I've always wondered why file attachments are stored in the db at all. I'd have thought those would have been better placed out in the filesystem. Egads! What if the storage database is not local to the web server? How will you perform comprehensive backups? What if your RT has a million attachments, or more? Not to mention the performance hit of using a filesystem as a database, especially with high concurrency at the HTTP level. I have a custom database application designed specifically to store PDFs in the database. It has 30 million documents in it, the database storage is over 4TB. The web-based front-end for it is efficient enough to saturate a 100MBit/sec Internet connection with a single Core-2 duo web server. When I tested this against our old filesystem version of the application, it outperformed the filesystem by more than 100%. Backup is done by dumping the database in chunks in a rotating schedule. Scalability can be accomplished with simple replication to additional read-only SQL servers and using a SQL relay to dispatch SQL commands in a load-balancing fashion. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] Error make initialize-database
I have gone through the suggested steps successfully, but had an error when I enter the following command: r...@helpdesk:/opt/rt3# make initialize-database This is the error that I got: make: *** No rule to make target `initialize-database'.? Stop. Can someone guide me in resolving this issue. Thanks, ___ 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] Error make initialize-database
When you run make initialize-database, you should be in the directory you are installing from, not to./opt/rt3 is (probably) your to directory From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of borngunn...@aol.com Sent: Wednesday, September 16, 2009 9:18 PM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Error make initialize-database I have gone through the suggested steps successfully, but had an error when I enter the following command: r...@helpdesk:/opt/rt3mailto:r...@helpdesk:/opt/rt3# make initialize-database This is the error that I got: make: *** No rule to make target `initialize-database'. Stop. Can someone guide me in resolving this issue. Thanks, This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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
