Re: [rt-users] Malicious MIME type handling
On Tue, Jan 19, 2010 at 01:15:59PM +, Dominic Hargreaves wrote: I've noticed that there is some logic to override the mime type of HTML attachments ($TrustHTMLAttachments config) to avoid javascript XSS attacks in RT. Sorry, I've been on Jury Duty since this came in and there was a small internal miscommunication about who was going to get a reply out to you. You're on the money. When this code path was put together, there were far fewer MIME types that we needed to worry about. We actually got a report about this just a couple weeks ago and should have an improvement out in the next version of RT 3.8. -Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] I give up!
Ok, I admit: I'm lost! Since I've installed RT on my Debian lenny, it is running perfectly, OK. But, I really can't create a ticket via e-mail message. The more I edit the necessary files for it, the more I am lost! My scenario is: Mail server: Debian 4.0 etch - running Courier-MTA RT server: Debian 5.0 lenny What should I do? What could you guys suggest me? -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I give up!
On Tue, Jan 26, 2010 at 9:50 AM, Wagner Pereira wpere...@pop-sp.rnp.br wrote: Ok, I admit: I'm lost! Since I've installed RT on my Debian lenny, it is running perfectly, OK. But, I really can't create a ticket via e-mail message. The more I edit the necessary files for it, the more I am lost! My scenario is: Mail server: Debian 4.0 etch - running Courier-MTA RT server: Debian 5.0 lenny What should I do? What could you guys suggest me? Do you have something setup to feed emails into RT? Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I give up!
I sort followed this guide http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html and other guides that are very similar. The fetchmail part I think is what you are looking for. Fetchmail will log onto your mail server via pop3 and download the messages and inject them into RT. Here is my relevant fetchmail config: ** poll my.mail.server.com protocol pop3 uidl auth password username rt-support password somepassword mda /usr/bin/rt-mailgate-3.8 --queue MYQUEUENAME --action correspond --url http://rt.f.q.d.n/rt/; no keep * I added the * to try and highlight that specific part. Are you using fetchmail or how are you injecting messages into RT? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wagner Pereira Sent: Tuesday, January 26, 2010 9:50 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] I give up! Ok, I admit: I'm lost! Since I've installed RT on my Debian lenny, it is running perfectly, OK. But, I really can't create a ticket via e-mail message. The more I edit the necessary files for it, the more I am lost! My scenario is: Mail server: Debian 4.0 etch - running Courier-MTA RT server: Debian 5.0 lenny What should I do? What could you guys suggest me? -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Prevent users reopening a closed ticket.
2010/1/21 Emmanuel Lacour elac...@easter-eggs.com here we don't allow to reply to a ticket already billed. So we have a customcondition which looks at a customfield to see if ticket is billed or not and then we use the following action to create a new ticket if someone respond to billed ticket: http://wiki.bestpractical.com/view/ForkIntoNewTicket Using that links, and some of it's fellows I've mostly gotit working, took a little while, and a touch of furkling, but the right thing is now (mostly) happening. I am still getting outgoing emails from the original ticket, but thankfully it's not being reopenned. I'd like to drop that behaviour... but unless it's something obvious I'll leave it for now and see if I care in three months time. Many thanks, John -- John Robson Senior Support Engineer ApplianSys ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Prevent users reopening a closed ticket.
On Tue, Jan 26, 2010 at 03:17:43PM +, John Robson wrote: Using that links, and some of it's fellows I've mostly gotit working, took a little while, and a touch of furkling, but the right thing is now (mostly) happening. I am still getting outgoing emails from the original ticket, but thankfully it's not being reopenned. You have to change your scrip On reply, Notify ... to On reply to unresolved ticket, notify I think, a scripcondition On resolved to unresolved ticket exists on the wiki, else, it's not very difficult to write it ;) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Prevent users reopening a closed ticket.
2010/1/26 Emmanuel Lacour elac...@easter-eggs.com On Tue, Jan 26, 2010 at 03:17:43PM +, John Robson wrote: Using that links, and some of it's fellows I've mostly gotit working, took a little while, and a touch of furkling, but the right thing is now (mostly) happening. I am still getting outgoing emails from the original ticket, but thankfully it's not being reopenned. You have to change your scrip On reply, Notify ... to On reply to unresolved ticket, notify I think, a scripcondition On resolved to unresolved ticket exists on the wiki, else, it's not very difficult to write it ;) Pretty sure it's on the wiki, I did spot it, but haven't actually touched it. John -- John Robson Senior Support Engineer ApplianSys ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Upgrade 3.6.5-3.8.7: Duplicate entry '' for key 2
I've been doing a test migration from RT 3.6.5 to 3.8.7 on a spare VM, prior to doing it on our live server. I noticed there were a lot of db changes, and wanted to be sure that it would all be smooth, and that I knew how long it would be down. Good thing I did, because while running the schema update script produced by upgrade-mysql-schema.pl, I get: ERROR 1062 (23000): Duplicate entry '' for key 2 After breaking all the ALTER statements into single changes, the offending one is the very last one: ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; I have only one user with a name of ''. I have changed that to 'randomstring', and I still get this error. As I understand it, it's to do with how mysql transliterates from one character set to another. So how can I figure out which of my 35000 usernames will transliterate to an empty string? No doubt the users in question are spammers, but I still need to find them to fix them... Also, am I right to assume that it's OK to just change the Name field? It's the ID that is used elsewhere, right? Thanks, Howie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I give up!
Hi, Jason.
Mauricio Tavares asked me the same, in a previous message, and below is
my answer.
Some colleagues suggested me don't use fetchmail, because this would
make the scenario more complex than the necessary.
-
I've installed the rt-mailgate. See below how the rt-mailgate-3.6 is set
up. Actually, I edited nothing in it until now.
#!/usr/bin/perl -w
# BEGIN BPS TAGGED BLOCK {{{
#
# COPYRIGHT:
#
# This software is Copyright (c) 1996-2008 Best Practical Solutions, LLC
# je...@bestpractical.com
#
# (Except where explicitly superseded by other copyright notices)
#
#
# LICENSE:
#
# This work is made available to you under the terms of Version 2 of
# the GNU General Public License. A copy of that license should have
# been provided with this software, but in any event can be snarfed
# from www.gnu.org.
#
# This work is distributed in the hope that it will be useful, but
# WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU
# General Public License for more details.
#
# You should have received a copy of the GNU General Public License
# along with this program; if not, write to the Free Software
# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA
# 02110-1301 or visit their web page on the internet at
# http://www.gnu.org/licenses/old-licenses/gpl-2.0.html.
#
#
# CONTRIBUTION SUBMISSION POLICY:
#
# (The following paragraph is not intended to limit the rights granted
# to you to modify and distribute this software under the terms of
# the GNU General Public License and is only of importance to you if
# you choose to contribute your changes and enhancements to the
# community by submitting them to Best Practical Solutions, LLC.)
#
# By intentionally submitting any modifications, corrections or
# derivatives to this work, or any other work intended for use with
# Request Tracker, to Best Practical Solutions, LLC, you confirm that
# you are the copyright holder for those contributions and you grant
# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable,
# royalty-free, perpetual, license to use, copy, create derivative
# works based on those contributions, and sublicense and distribute
# those contributions and any derivatives thereof.
#
# END BPS TAGGED BLOCK }}}
=head1 NAME
rt-mailgate - Mail interface to RT3.
=cut
use strict;
use warnings;
use Getopt::Long;
use LWP::UserAgent;
use constant EX_TEMPFAIL = 75;
my %opts;
GetOptions( \%opts, queue=s, action=s, url=s, jar=s, help,
debug, extension=s, timeout=i );
if ( $opts{help} ) {
require Pod::Usage;
import Pod::Usage;
pod2usage(RT Mail Gateway\n);
exit 1;# Don't want to succeed if this is really an email!
}
for (qw(url)) {
die $0 invoked improperly\n\nNo $_ provided to mail gateway!\n
unless $opts{$_};
}
my $ua = LWP::UserAgent-new();
$ua-cookie_jar( { file = $opts{jar} } );
my %args = (
SessionType = 'REST', # Surpress login box
);
foreach ( qw(queue action) ) {
$args{$_} = $opts{$_} if defined $opts{$_};
};
# Read the message in from STDIN
$args{'message'} = do { local (@ARGV, $/); };
unless ( $args{message} =~ /\S/ ) {
print STDERR $0: no message passed on STDIN!\n;
exit 0;
}
if ($opts{'extension'}) {
$args{$opts{'extension'}} = $ENV{'EXTENSION'};
}
# Set up cookie here.
my $full_url = $opts{'url'}. /REST/1.0/NoAuth/mail-gateway;
warn Connecting to $full_url if $opts{'debug'};
$ua-timeout(exists($opts{'timeout'}) ? $opts{'timeout'} : 180);
my $r = $ua-post( $full_url, {%args} );
check_failure($r);
my $content = $r-content;
warn $content if ($opts{debug});
if ( $content !~ /^(ok|not ok)/ ) {
# It's not the server's fault if the mail is bogus. We just want to
know that
# *something* came out of the server.
warn EOF;
RT server error.
The RT server which handled your email did not behave as expected. It
said:
$content
EOF
exit EX_TEMPFAIL;
}
exit;
sub check_failure {
my $r = shift;
return if $r-is_success();
# This ordinarily oughtn't to be able to happen, suggests a bug in RT.
# So only load these heavy modules when they're needed.
require HTML::TreeBuilder;
require HTML::FormatText;
my $error = $r-error_as_HTML;
my $tree = HTML::TreeBuilder-new-parse($error);
$tree-eof;
# It'll be a cold day in hell before RT sends out bounces in HTML
my $formatter = HTML::FormatText-new( leftmargin = 0,
rightmargin = 50 );
warn $formatter-format($tree);
warn This is $0 exiting because of an undefined server error if
($opts{debug});
exit EX_TEMPFAIL;
}
=head1 SYNOPSIS
rt-mailgate --help : this text
Usual invocation (from MTA):
rt-mailgate --action (correspond|comment|...) --queue queuename
--url http://your.rt.server/
[ --debug ]
[ --extension
Re: [rt-users] I give up!
Mauricio (and Jason), I've implemented this model drawed on: http://twitpic.com/z33rr/full That means I haven't the fetchmail as an other layer in my infrastructure; in both sides I wrote aliases to delivery the messages, either from mail server (Courier) to RT server (Postfix) and from Postfix to rt-mailgate. But it still doesn't work fine. Check my aliases files out below: At the mail server side: # This line delivers the message to RT server (Postfix) which then delivers to rt-mailgate and cares to create the new ticket r...@pop-sp.rnp.br: r...@rtracker.rt.pop-sp.rnp.br And at the RT server side: rt: |/usr/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug Hugs, -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 Mauricio Tavares escreveu: On Tue, Jan 26, 2010 at 12:23 PM, Wagner Pereira wpere...@pop-sp.rnp.br wrote: Hi, Jason. Mauricio Tavares asked me the same, in a previous message, and below is my answer. Some colleagues suggested me don't use fetchmail, because this would make the scenario more complex than the necessary. [...] Wagner (and Jason), I run RT in an ubuntu 9.04 box (actually a VM but hey). I looked in my docs and did not had to edit rt-mailgate. I too use fetchmail; my /etc/fetchmailrc looks like this set syslog; set daemon 30; poll mail.domain.com with protocol imap username rt password weak_password mda /usr/bin/perl /usr/bin/rt-mailgate --url http://localhost/ \ --queue support --action correspond and I set it up to start as daemon using /etc/default/fetchmail # This file will be used to declare some vars for fetchmail # # Uncomment the following if you don't want localized log messages # export LC_ALL=C # If you want to specify any additional OPTION to the start # scripts specify them here # OPTIONS=... # Declare here if we want to start fetchmail. 'yes' or 'no' START_DAEMON=yes # That is fine but right now who cares? Most important line from everything I've written above is mda /usr/bin/perl /usr/bin/rt-mailgate --url http://localhost/ \ --queue support --action correspond This is the line that grabs the mail fetchmail has retrieved from our mail server and sends to rt. So, what if you run that very same perl command (in quotes), piping the test mail to it? I just want to see if you can feed the test email to rt. If that works, we can then worry about getting the mail from the mail server. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] mail.log 403 Forbidden
Hi, folks. What does 403 Forbidden mean in this log? Jan 26 17:26:43 rtracker postfix/smtpd[2263]: connect from kliper.pop-sp.rnp.br[200.133.192.62] Jan 26 17:26:44 rtracker postfix/smtpd[2263]: 0C43224FC1: client=kliper.pop-sp.rnp.br[200.133.192.62] Jan 26 17:26:44 rtracker postfix/cleanup[2268]: 0C43224FC1: message-id=4b5f41d2.5060...@pop-sp.rnp.br Jan 26 17:26:44 rtracker postfix/qmgr[2112]: 0C43224FC1: from=wpere...@pop-sp.rnp.br, size=762, nrcpt=1 (queue active) Jan 26 17:26:45 rtracker postfix/local[2269]: 0C43224FC1: to=r...@rtracker.rt.pop-sp.rnp.br, relay=local, delay=1, delays=0.05/0.01/0/0.98, dsn=4.3.0, status=deferred (temporary failure. Command output: Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate-3.6 line 102, line 1. An Error Occurred = 403 Forbidden This is /usr/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/bin/rt-mailgate-3.6 line 150, line 1. ) Jan 26 17:26:45 rtracker postfix/qmgr[2112]: 0C43224FC1: from=wpere...@pop-sp.rnp.br, size=762, nrcpt=1 (queue active) Jan 26 17:26:45 rtracker postfix/local[2269]: 0C43224FC1: to=r...@rtracker.rt.pop-sp.rnp.br, relay=local, delay=1.3, delays=1.1/0/0/0.25, dsn=4.3.0, status=deferred (temporary failure. Command output: Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate-3.6 line 102, line 1. An Error Occurred = 403 Forbidden This is /usr/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/bin/rt-mailgate-3.6 line 150, line 1. ) Jan 26 17:27:44 rtracker postfix/smtpd[2263]: disconnect from kliper.pop-sp.rnp.br[200.133.192.62] -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Linked custom field question
All, Using RT 3.8.6 I have a custom field called Area - It's a Select one type. I see a list of Areas. I have a second custom field called Sub-Area - It's a Select one type and values are based on the above Area When I select an area, the Sub-Area has a drop-down where the values change based on the Area chosen - SO FAR SO GOOD - The problem is this - I select an area, then select a sub area and click update. The area and sub-area are set as indicated. If I look at the main page for the ticket, it shows what I have selected. However, if you go back to the Basics page - while the Area shows what I have selected, the Sub-Area drop down reverts back to (no value) even though a value is set for the ticket. This can be confusing to some. The drop down is dynamic based on the area chosen obviously - so Im not sure if this is just something we would have to live with, or if it is a code change somewhere that could be made such that the drop down reflects what has been selected? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Upgrade and migration questions
Does anyone have a link that will let me know if I can go from 3.4.4 to 3.8.4 directly? System is Ubuntu v6.06 LTS + Postgresql 7.4 Also any advice about moving from Postgresql to Mysql either before or after the upgrade? Thanks! -TM ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade and migration questions
On Tue, Jan 26, 2010 at 11:52:27AM -0800, Tim Mitchell wrote: Does anyone have a link that will let me know if I can go from 3.4.4 to 3.8.4 directly? System is Ubuntu v6.06 LTS + Postgresql 7.4 Also any advice about moving from Postgresql to Mysql either before or after the upgrade? Thanks! -TM Hi Tim, We went from 3.4.5pre1 to 3.8.5, RHEL3 - RHEL5, PostgreSQL 7.4 - PostgreSQL 8.4. It went pretty smoothly following the documented upgrade steps. The more tedious part was double checking any local modifications to validate whether they were still needed and to be certain that the functionality still worked post upgrade. Moving from PostgreSQL - MySQL will need a little bit more work. I think that there is a wiki article and possibly some tools to help with this process. I do have a question for you. Why are you moving from PostgreSQL to MySQL instead of updating to the current PostgreSQL release? For one thing, PostgreSQL will allow you to use full text indexing to dramatically improve the performance of full content searching within your tickets and RTFM articles. This functionality is also available with the Oracle backend. Is there some problem you are trying to address? Cheers, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Field mandatory text
Is there a way to hide custom fields nasty red font and text that says mandatory? I want the input to be mandatory but I don't want it to visually say it underneath the custom field. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Hide The RT System itself in History
Is there a way to hide or not show in the RT history The RT System itself makes history look messy. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade 3.6.5-3.8.7: Duplicate entry '' for key 2
On Tue, Jan 26, 2010 at 04:53:58PM +, Howard Jones wrote: I've been doing a test migration from RT 3.6.5 to 3.8.7 on a spare VM, prior to doing it on our live server. I noticed there were a lot of db changes, and wanted to be sure that it would all be smooth, and that I knew how long it would be down. Good thing I did, because while running the schema update script produced by upgrade-mysql-schema.pl, I get: ERROR 1062 (23000): Duplicate entry '' for key 2 After breaking all the ALTER statements into single changes, the offending one is the very last one: ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; I have only one user with a name of ''. I have changed that to 'randomstring', and I still get this error. As I understand it, it's to do with how mysql transliterates from one character set to another. So how can I figure out which of my 35000 usernames will transliterate to an empty string? No doubt the users in question are spammers, but I still need to find them to fix them... Temporarily drop the unique constraint on Name and rerun the conversion, then look for duplicated usernames / usernames that are blank. That'll give you an id that you can use to clean up the name in the original content before you do your final cutover. Also, am I right to assume that it's OK to just change the Name field? It's the ID that is used elsewhere, right? As long as you don't violate the unique constraint it is fine to change the Name -kevin pgpoh3ckkPGSS.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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Field mandatory text
On Tue, Jan 26, 2010 at 12:11:46PM -0800, Michael Neuschafer wrote: Is there a way to hide custom fields nasty red font and text that says mandatory? I want the input to be mandatory but I don't want it to visually say it underneath the custom field. Use css to style .cfinvalidfield however you want it -kevin pgpPaI1B7aKCm.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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hide The RT System itself in History
Thanks, That helped and made the history look so much better than before. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -Original Message- From: Kenneth Marshall [mailto:k...@rice.edu] Sent: Tuesday, January 26, 2010 12:24 PM To: Michael Neuschafer Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Hide The RT System itself in History On Tue, Jan 26, 2010 at 12:14:51PM -0800, Michael Neuschafer wrote: Is there a way to hide or not show in the RT history The RT System itself makes history look messy. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 Hi Michael, Try something like: http://wiki.bestpractical.com/view/HideTransactions Cheers, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade 3.6.5-3.8.7: Duplicate entry '' for key 2
This is due to the UTF8 collation recognizing accents as being the same. The old latin collation saw them as unique. There's no real fix other then going utf8_binary but that would make everything case sensitive. Basically latin1 in mysql is CI_AS and utf8 is CI_AI. For me it was the email field that had a unique index preventing it, emails aren't suppose to have accents so you could convert them to the bare character. Curtis Howard Jones wrote: I've been doing a test migration from RT 3.6.5 to 3.8.7 on a spare VM, prior to doing it on our live server. I noticed there were a lot of db changes, and wanted to be sure that it would all be smooth, and that I knew how long it would be down. Good thing I did, because while running the schema update script produced by upgrade-mysql-schema.pl, I get: ERROR 1062 (23000): Duplicate entry '' for key 2 After breaking all the ALTER statements into single changes, the offending one is the very last one: ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; I have only one user with a name of ''. I have changed that to 'randomstring', and I still get this error. As I understand it, it's to do with how mysql transliterates from one character set to another. So how can I figure out which of my 35000 usernames will transliterate to an empty string? No doubt the users in question are spammers, but I still need to find them to fix them... Also, am I right to assume that it's OK to just change the Name field? It's the ID that is used elsewhere, right? Thanks, Howie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Field Validation
Does anybody understand or have more information on Custom field validation? What is (?#mandatory) Can I modify this to cross reference the data inputted? Like look for certain numbers? Like validate numbers entered 1-100 anything past that do not create ticket? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question on added status values
To list, We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values in 3.6.4 by modifying the RT_SiteConfig.pm file. It worked fine. I did the same for our 3.8.7 version and I cannot see those values. Is there something else I have to do to make those values available? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Make requester field blank on opening a ticket
Is there a way to make requester field blank on opening a ticket. When I go and create a ticket my email addy is in the requester field. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT::Authen::ExternalAuth LDAP group filter
Hello, I just upgraded to 3.8.7 with RT::Authen::ExternalAuth v0.08 I'm trying to restrict RT users to LDAP users in one group. When I set: 'group' = 'cn=group,ou=group,dc=my,dc=domain,dc=edu' and 'group_attr' = 'memberUid' I see it query my LDAP server with (memberUid=uid=user,ou=people,dc=my,dc=domain,dc=com) instead of (memberUid=user). Is there a way to have it use just the 'username' instead of the user's full dn without changind RT::Authen::ExternalAuth::LDAP? If I comment out 'group' and 'group_attr' LDAP auth works fine, but any valid LDAP user can log in. Thanks! -Ed ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding Tickets forward information to History
Hi How can I add ticket forwarding information to RT ticket history. Currently history is showing only transactions reply,resolve and comments Is it possible to add email forward information to ticket history ?? Thanks for your help in advance -Praveen- _ Windows 7: Simplify what you do everyday. Find the right PC for you. http://windows.microsoft.com/shop___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
