[rt-users] Strange Error in RT on Ownerchange
Hi RT Users,
some of my users report the error below to me in some tickets (all created
yesterday 3pm german time) if they try to take the ticket. Same occurs if they
try to change the owner via Basics.
We are sti´ll under RT 3.6.5 on Centos. No changes to RT during the last weeks
so far i can remember ;-)
Any idea what could happen to this tickets?!
Thanks
Torsten
error: Can't call method Delete on an undefined value at
/opt/rt3/lib/RT/Ticket_Overlay.pm line 3068.
context: ...
3064:
3065:# Delete the owner in the owner group, then add a new one
3066:# TODO: is this safe? it's not how we really want the API to work
3067:# for most things, but it's fast.
3068:my ( $del_id, $del_msg ) =
$self-OwnerGroup-MembersObj-First-Delete();
3069:unless ($del_id) {
3070:$RT::Handle-Rollback();
3071:return ( 0, $self-loc(Could not change owner. ) . $del_msg );
3072:}
...
code stack: /opt/rt3/lib/RT/Ticket_Overlay.pm:3068
/opt/rt3/local/lib/RT/Interface/Web.pm:1264
/opt/rt3/share/html/Ticket/Modify.html:72
/opt/rt3/share/html/autohandler:291
raw error http://ticket.int.kn/Ticket/Modify.html#raw
Can't call method Delete on an undefined value at
/opt/rt3/lib/RT/Ticket_Overlay.pm line 3068.
Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method Delete on an
undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3068.^J') called at
/opt/rt3/lib/RT/Ticket_Overlay.pm line 3068
RT::Ticket::SetOwner('RT::Ticket=HASH(0x9cc95f0)', 3372372, 'Give') called at
/opt/rt3/local/lib/RT/Interface/Web.pm line 1264
HTML::Mason::Commands::ProcessTicketBasics('TicketObj',
'RT::Ticket=HASH(0x9cc95f0)', 'ARGSRef', 'HASH(0x5e46f30)') called at
/opt/rt3/share/html/Ticket/Modify.html line 72
HTML::Mason::Commands::__ANON__('TimeWorked', 0, 'TimeEstimated-TimeUnits',
'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x471c360)',
'TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1284
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274
HTML::Mason::Request::comp(undef, undef, undef, 'TimeWorked', 0,
'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/opt/rt3/share/html/autohandler line 291
HTML::Mason::Commands::__ANON__('TimeWorked', 0, 'TimeEstimated-TimeUnits',
'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x3dd2940)',
'TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274
HTML::Mason::Request::comp(undef, undef, undef, 'TimeWorked', 0,
'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372,
Re: [rt-users] Problems with rt-shredder / rt-validator
Hello!
I'm still interested to get rid of the ticket.
Now with rt3.8.6 I still get
# /opt/rt3/sbin/rt-shredder --plugin Tickets=query,Status ='deleted'
AND id=228186;limit,100
SQL dump file is '/root/20091110T124735-0001.sql'
Next 1 objects would be deleted:
RT::Ticket-228186 object
Do you want to proceed? [y/N] y
Couldn't wipeout object: Can't call method IsLocal on an undefined
value at /opt/rt3/sbin/../lib/RT/URI.pm line 249, STDIN line 1.
=
/root/20091110T124735-0001.sql:
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842057','2483006','842057','22064','2483006');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842057','2483007','842057','22064','2483000');
INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`)
VALUES('842057','849693','22064');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842057','2483000','842057','842057','2483000');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113090',NULL,NULL,'842057','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842057','228186',NULL,'Requestor');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842057','842057','Group');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842058','2483004','842058','10','2483004');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842058','2483005','842058','10','2483001');
INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`)
VALUES('842058','849692','10');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842058','2483001','842058','842058','2483001');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113091',NULL,NULL,'842058','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842058','228186',NULL,'Owner');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842058','842058','Group');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842059','2483002','842059','842059','2483002');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113092',NULL,NULL,'842059','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842059','228186',NULL,'Cc');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842059','842059','Group');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842060','2483003','842060','842060','2483003');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113093',NULL,NULL,'842060','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842060','228186',NULL,'AdminCc');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842060','842060','Group');
INSERT INTO
`Attachments`(`content`,`contentencoding`,`contenttype`,`created`,`creator`,`filename`,`headers`,`id`,`messageid`,`parent`,`subject`,`transactionid`)
VALUES('','none','text/plain','2007-07-30
12:21:57','1',NULL,'Content-Type: text/plain\nContent-Disposition:
inline\nContent-Transfer-Encoding: binary\nMIME-Version: 1.0\nX-Mailer:
MIME-tools 5.420 (Entity 5.420)\n','621573','','0','','1113094');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113094',NULL,NULL,'228186','RT::Ticket',NULL,NULL,NULL,'0','Create');
INSERT INTO
[rt-users] bulk rights change for users?
Greetings, is it possible to apply a bulk rights change to every RT users, or a set of users accounts such that the let user be granted rights option is removed? Thank you nimb...@sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandbyMail rt 3.8.5
Now I can use spaces between custom field name.
I changed line 200 from
last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/;
to:
last if $line !~ /^(?:(.+)\s*?:\s*?(.*)\s*?|)$/;
and there is no C before custom fields name ( at least in version 0.07 ) of
commandbymail.
Bye
2009/11/9 Sergio Charpinel Jr. sergiocharpi...@gmail.com
Seems like I cant use space in custom field name. And there is C before the
name.
Does anyone can use this plugin with space in custom fields?
Thanks
2009/11/9 Sergio Charpinel Jr. sergiocharpi...@gmail.com
Hi,
I have installed CommandByMail plugin, and added these lines do
RT_SiteConfig.pm:
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail)));
But I getting this error:
[error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't
locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains:
/opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Extension-MergeUsers/lib
/opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0
/usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .
/etc/apache2) at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1104.
If I copy
/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
to /opt/rt3/lib/RT/Interface/Email/Filter/TakeAction.pm , no error appear,
and I can use Stats: resolved command for example. But I cant get
CustomFields to work.
For example, I have a CF called Problem time.
So here is my message:
---
CF.{CProblem Time}: 12 40
My messagee...
--
But nothing happens to my Custom Field.
Any ideas? Do I really have to copy the file, or there is something else
that I have to do?
Thanks in advance.
--
Sergio Roberto Charpinel Jr.
--
Sergio Roberto Charpinel Jr.
--
Sergio Roberto Charpinel Jr.
___
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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] bulk rights change for users?
John Roman wrote: Greetings, is it possible to apply a bulk rights change to every RT users, or a set of users accounts such that the let user be granted rights option is removed? Thank you nimb...@sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com I promised a looonnng time ago I would post a couple of scripts which would do mass changes to rights in RT. If time permitting I'll schedule that post to the wiki this week or at the latest next week, famous last words ;-) Regards, Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems with rt-shredder / rt-validator
Hi Sven,
i remember this problem at our installation some years ago, a hint from Ruz was
to check inside the link table for this ticket number and fix the problem
directly here (hopefully i remember correctly)
@Ruz: I think this solved the problem for us, several hundret years ago ;-)
@Sven: Wie siehts mit nem Treffen Anfang Dezember bei Euch aus?
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
-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Sven
Sternberger
Gesendet: Dienstag, 10. November 2009 13:57
An: Ruslan Zakirov
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Problems with rt-shredder / rt-validator
Hello!
I'm still interested to get rid of the ticket.
Now with rt3.8.6 I still get
# /opt/rt3/sbin/rt-shredder --plugin Tickets=query,Status ='deleted'
AND id=228186;limit,100
SQL dump file is '/root/20091110T124735-0001.sql'
Next 1 objects would be deleted:
RT::Ticket-228186 object
Do you want to proceed? [y/N] y
Couldn't wipeout object: Can't call method IsLocal on an undefined value at
/opt/rt3/sbin/../lib/RT/URI.pm line 249, STDIN line 1.
=
/root/20091110T124735-0001.sql:
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842057','2483006','842057','22064','2483006');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842057','2483007','842057','22064','2483000');
INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`)
VALUES('842057','849693','22064');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842057','2483000','842057','842057','2483000');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113090',NULL,NULL,'842057','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842057','228186',NULL,'Requestor');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842057','842057','Group');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842058','2483004','842058','10','2483004');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842058','2483005','842058','10','2483001');
INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`)
VALUES('842058','849692','10');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842058','2483001','842058','842058','2483001');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113091',NULL,NULL,'842058','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842058','228186',NULL,'Owner');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842058','842058','Group');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842059','2483002','842059','842059','2483002');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113092',NULL,NULL,'842059','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842059','228186',NULL,'Cc');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842059','842059','Group');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842060','2483003','842060','842060','2483003');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
Re: [rt-users] Strange Error in RT on Ownerchange
Any idea what could happen to this tickets?! Something in this chain is returning undef; $self-OwnerGroup-MembersObj Presumably there are no owners to begin with. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] SMTP and Exchange 2007
I am using sendmail with sendmail-cf installed. I am running it on fedora core 11 and I used the tutorial for installation for a new system off of the website. It is a single purpose server. Jason -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rob MacGregor Sent: Monday, November 09, 2009 4:52 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] SMTP and Exchange 2007 On Mon, Nov 9, 2009 at 18:59, Erickson, Jason ericks...@perry.k12.mi.us wrote: I am in the process integrating the helpdesk system with Exchange 2007. I can receive emails correctly and I have set up a smart host to work with another SMTP server that uses Plain Login. Now I need to configure it so it can authenticate with the Exchange server over ssl. Do I need to do something extra on my helpdesk server? Currently I have not set it up for SSL since I am using our Exchange server to send and receive emails. What you do depends on the SMTP software running on your helpdesk system. Do you know what it is (if it's linux then it may be exim, postfix, sendmail or others)? -- Please keep list traffic on the list. Rob MacGregor Whoever fights monsters should see to it that in the process he doesn't become a monster. Friedrich Nietzsche ___ 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] Strange Error in RT on Ownerchange
Hi Jerrad, thanks for the hint, i look into all the tickets with this error (i'm happy, only 6 Tickets) and none of them have a owner, also not owned by NOBODY. After searching my log, i found someone from our operating has restartet one of our webservers at the time this tickets where created. OK, i cloned them to a new, now all is fine. Thanks 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 -Urspruengliche Nachricht- Von: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Gesendet: Dienstag, 10. November 2009 16:54 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Strange Error in RT on Ownerchange Any idea what could happen to this tickets?! Something in this chain is returning undef; $self-OwnerGroup-MembersObj Presumably there are no owners to begin with. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt2tort3 import errors
On Wed, Nov 04, 2009 at 02:20:17PM -0500, Jesse Vincent wrote: This is, indeed, a bit weird. The next step is likely instrumenting around line 500 of Ticket_Overlay.pm Turns out that this problem was a caching error. rt2tort3 had not been updated to take account of http://github.com/bestpractical/rt/commit/e252f7ff5202b710dc3339dba2f950df802540e8 (ironic, since http://github.com/bestpractical/rt/commit/3f5b52e511574fb2d350b94957c8b1566fcb473b suggests that that config was put in specifically for the importer :) I thought that I had read that people had used rt2tort3 successfully with RT3.8 but maybe I'm wrong. Or possibly noone has used the incremental mode? I've a number of patches to rt2tort3 I'd like to feed upstream; what's the best place for them? rt.cpan.org? -- 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] rt2tort3 import errors
I've a number of patches to rt2tort3 I'd like to feed upstream; Fantastic. what's the best place for them? rt.cpan.org? Nominally yes. But it depends a bit on what you're using for development. If it happens to be a public git repo, I can just pull from you. -j ___ 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] No email to Requester
Using RT 3.8.1 I'm looking to set a scrip so that the requester do *not* receive email. The scenario is Ticket is created in queue A. This is transferred to queue B (sometimes). After done with ticket, it's sent back to queue A. The only time the requester is contacted is when the ticket is IN queue A, so I'd like to block email sent to requester (while still keeping that information) when it is in queue B. This can be done manually to each ticket, click/save the requester to not receive email, so it seems like there should be an easy way to set this. On queue change or something. Any thoughts? ___ 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] No email to Requester
Simply make local null (return 0) version of the Notify recipients scrip in queue B. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No email to Requester
Bloody gmail sent previous too soon... Simply make local null (return 0) version of the On Correspond Notify Requestors and Ccs scrip in queue B. OR Make the Correspondence template in that queue blank. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgraded to rt-3.8.5 and kill stopped working
Sure, here you are. I'm currently @ 3.6.5. Right. that's just a custom saved search format. YOu'll want to read up on editing saved searches. -jesse -- ___ 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] Upgraded to rt-3.8.5 and kill stopped working
Jesse Vincent wrote: Sure, here you are. I'm currently @ 3.6.5. Right. that's just a custom saved search format. YOu'll want to read up on editing saved searches. -jesse I'm confused. What is just a custom search? The KILL link there used in that one tkt under 10 newest unowned tickets? -Sean ___ 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] Upgraded to rt-3.8.5 and kill stopped working
On Tue, Nov 10, 2009 at 12:39:51PM -0500, Sean Sullivan wrote: Jesse Vincent wrote: Sure, here you are. I'm currently @ 3.6.5. Right. that's just a custom saved search format. YOu'll want to read up on editing saved searches. -jesse I'm confused. What is just a custom search? The KILL link there used in that one tkt under 10 newest unowned tickets? Not as shipped. Those formats are customizable. -Sean -- ___ 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] Search Results Display
I have been looking all over the net and can't find an answer. Here is what my problem is: When I do a search I want the results to include the Requestors Address1 field, but cannot figure out how to make it display. I figured out how to make custom fields display, but not Requestor.Address1. Any help would be greatly appreciated. Thank you, Brad Waller ___ 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] (no subject)
subscribe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search Results Display
On Tue, Nov 10, 2009 at 02:05:40PM -0500, Waller, Bradley wrote: I have been looking all over the net and can't find an answer. Here is what my problem is: When I do a search I want the results to include the Requestors Address1 field, but cannot figure out how to make it display. I figured out how to make custom fields display, but not Requestor.Address1. Any help would be greatly appreciated. Thank you, Brad Waller One idea: You can populate a CF on creation that you can then display in a search. Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search Results Display
On Tue, Nov 10, 2009 at 14:05, Waller, Bradley b-wal...@onu.edu wrote: I have been looking all over the net and can’t find an answer. Here is what my problem is: When I do a search I want the results to include the Requestors Address1 field, but cannot figure out how to make it display. I figured out how to make custom fields display, but not Requestor.Address1. Any help would be greatly appreciated. Alas, user data is not generally accessible in the system. I believe I recently shared a modification we've made to Results.TSV to include requestor info there. You could adapt and merge that into a custom version of Results.html -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Customizing look and feel
I know I've found the answer to this in the past, but I can't seem to find it anywhere now. How do I change the background color of RT? I've replaced the gradient file, and that works for the top portion of the RT main page...but I can't seem to change the bottom portion of the RT main page no matter what I try modifying in the .CSS files. Thanks, -jake ___ 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] CommandbyMail rt 3.8.5
On Tue, Nov 10, 2009 at 11:02:36AM -0200, Sergio Charpinel Jr. wrote: Now I can use spaces between custom field name. I changed line 200 from last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; to: last if $line !~ /^(?:(.+)\s*?:\s*?(.*)\s*?|)$/; and there is no C before custom fields name ( at least in version 0.07 ) of commandbymail. I believe this is already fixed in the 0.08_01 development release. I have installed CommandByMail plugin, and added these lines do RT_SiteConfig.pm: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); Do you have another @Plugins line, possibly something involding RT::Extension::MErgeUsers? Your @INC below makes no mention of RT-FM or RT-Extension-CommandByMail But I getting this error: [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Extension-MergeUsers/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1104. pgpHhLaQdjx60.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] CommandbyMail rt 3.8.5
Yes This are my lines: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set(@Plugins,(qw(RT::FM RT::Extension::MandatorySubject))); Set(@Plugins,(qw(RT::FM RT::Extension::MandatoryRequestor))); Set(@Plugins,(qw(RT::FM RTx::Calendar))); Set(@Plugins,(qw(RT::FM RT::Extension::SearchResults::XLS))); Set(@Plugins,(qw(RT::FM RTx::EmailCompletion))); Set(@Plugins,(qw(RT::FM RT::Extension::ResetPassword))); Set(@Plugins,(qw(RT::FM RT::Extension::ActivityReports))); Set(@Plugins, qw(RT::FM)); Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); Set(@Plugins, qw(RT::Extension::MergeUsers)); 2009/11/10 Kevin Falcone falc...@bestpractical.com On Tue, Nov 10, 2009 at 11:02:36AM -0200, Sergio Charpinel Jr. wrote: Now I can use spaces between custom field name. I changed line 200 from last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; to: last if $line !~ /^(?:(.+)\s*?:\s*?(.*)\s*?|)$/; and there is no C before custom fields name ( at least in version 0.07 ) of commandbymail. I believe this is already fixed in the 0.08_01 development release. I have installed CommandByMail plugin, and added these lines do RT_SiteConfig.pm: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); Do you have another @Plugins line, possibly something involding RT::Extension::MErgeUsers? Your @INC below makes no mention of RT-FM or RT-Extension-CommandByMail But I getting this error: [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Extension-MergeUsers/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1104. ___ 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 -- Sergio Roberto Charpinel Jr. ___ 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] CommandbyMail rt 3.8.5
On Tue, Nov 10, 2009 at 16:43, Sergio Charpinel Jr. sergiocharpi...@gmail.com wrote: Yes This are my lines: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set(@Plugins,(qw(RT::FM RT::Extension::MandatorySubject))); Set(@Plugins,(qw(RT::FM RT::Extension::MandatoryRequestor))); Set(@Plugins,(qw(RT::FM RTx::Calendar))); Set(@Plugins,(qw(RT::FM RT::Extension::SearchResults::XLS))); Set(@Plugins,(qw(RT::FM RTx::EmailCompletion))); Set(@Plugins,(qw(RT::FM RT::Extension::ResetPassword))); Set(@Plugins,(qw(RT::FM RT::Extension::ActivityReports))); Set(@Plugins, qw(RT::FM)); Set(@Plugins,(qw(RT::FM RT::Extension::CommandByMail))); Set(@Plugins, qw(RT::Extension::MergeUsers)); This should really be something like: Set(@Plugins, qw(RT::FM RT::Extension::MandatorySubject RT::Extension::MandatoryRequestor RTx::Calendar RT::Extension::SearchResults::XLS RTx::EmailCompletion RT::Extension::ResetPassword RT::Extension::ActivityReports RT::Extension::CommandByMail RT::Extension::MergeUsers)); Even if setting @Plugins multiple times made sense, what's the point of listing RT::FM a dozen times? ___ 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] Version of RT that works with RT-Extension-MandatorySubject-0.01
Hi, I had a look in the documentation but couldn't easily find which version of RT this extension works with. V0.02 and V0.03 state they require RT 3.8.3 at least. I am still running RT-3.6.7. thanks Gordon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to enable HTML trmplates in RT
This may have some bearing on things, unsure but worth a try.
In RT_SiteConfig.pm make sure to have, if you don't then add these in.
Set($TrustHTMLAttachments, 1);
Set($PreferRichText, 1);
Another thing, not the empty line under Content: If you don't have this
blank line the template will not work as HTML.
--
Regards
Aaron
On Tue, Nov 10, 2009 at 6:45 PM, Praveen Velu praveen.v...@hotmail.comwrote:
Dear Aaron,
Thanks for your quick help. I added same template for testing. Still I am
getting mails in text/plain format. Is there any settings I have to do for
enable html in request tracker 3.8.
If I reply to a mail from rt web interface by adding any hyper-links to
body. I am not getting any hyper-links at receiving end.
-Praveen-
**All I did was setup the templates as shown in the example below;
Subject: Resolved: {$Ticket-Subject}
Content-Type: text/html
Content:
table border=0 cellpadding=0 width=644
tr
td colspan=2 height=53pfont face=Verdana size=2You logged a
job (SR#) with the Sitel IT Service Desk which we believe we have now
resolved, please take the time tonbsp;complete a short survey in relation
to that job.br /
/fonttd height=53
tr
tdfont face=Verdana size=2bSitel users please click below/bbr
/
a target=_blank href=
http://i3/pages/surveys/it_servicedesk_satisfaction.asp?rtid={$Ticket-http://i3/pages/surveys/it_servicedesk_satisfaction.asp?rtid=%7B$Ticket-
id}
img border=0 src=
http://10.67.1.138:8004/images/buttons/begin_survey.gif;
alt=Begin Survey width=150 height=53/a
br/font/td
tdfont face=Verdana size=2bGenesis users please click
below/bbr /
a target=_blank href=
http://10.67.1.138:8004/pages/surveys/it_servicedesk_satisfaction.asp?rtid={$Ticket-http://10.67.1.138:8004/pages/surveys/it_servicedesk_satisfaction.asp?rtid=%7B$Ticket-
id}
img border=0 src=
http://10.67.1.138:8004/images/buttons/begin_survey.gif; alt=Begin
Surveywidth=150 height=53/a
br
/font
/td/tr
tr
td colspan=2font face=Verdana size=2If the job has not been
resolved or you have any further questions or concerns, please reply to
this
message or call us on extension 7804 (+64 7 838 7804)br
nbsp;/font/td
/tr
trfont face=Verdana size=6br
br
bNote: Any replies to this email will reopen the job/b/font /p
font face=Verdana size=2/td
/font
/tr
tr
tdpfont face=Verdana size=2bbr
Sfont color=redi/fonttel NZ Information Technology/bbr
Level 3, ASB Buildingbr
500 Victoria Streetbr
Hamilton, New Zealandbr
+64 7 838 7804/font/p/td
/tr
/table
Then clearly adjusted the scrips to fire off the amended template. This
one was for OnResolve.
--
Regards
Aaron
On Mon, Nov 9, 2009 at 6:11 PM, Praveen Velu praveen.v...@hotmail.comwrote:
Hi,
I am using RT 3.8 installed in Debian Lenny. I changed my default templates
to html. but I am getting mails in plain text. When i receive mails, header
shows *'Content-Type:* text/plain; charset=utf-8'.After a long search I
came to know that due to security RT enabled only text/plain. how can i
enable html email in RT.
Thanks for any help in advance
-Praveen-
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Re: [rt-users] Version of RT that works with RT-Extension-MandatorySubject-0.01
On Wed, Nov 11, 2009 at 11:50:20AM +1100, gor...@cryologic.com wrote: I had a look in the documentation but couldn't easily find which version of RT this extension works with. V0.02 and V0.03 state they require RT 3.8.3 at least. I am still running RT-3.6.7. The callback used wasn't added until 3.8.1 -kevin pgpx4WNvrkXcw.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
