[rt-users] Is this a bug or a feature? Rights to allow personal (My) saved search
Hi, We are using RT 3.8.7 and I want to allow my privileged users to save the searches that they want. In order to do that, I granted the following GLOBAL rights to my PRIVILEGED users: -CreateSavedSearch -EditSavedSearch -LoadSavedSearches -ShowSavedSearches I thought that it would be enough but actually it isn't. Some users came to me claiming that they can save searches as members of their groups, but they couldn't save personal searches (as My saved searches). I have done some research and I have concluded that in order to save personal searches, I also have to grant the global ModifySelf right. This behaviour is strange to me. I don't want my users to grant ModifySelf because I don't want them to be able to change their email addresses, but I want them to be able to save their personal searches. Isn't it an odd behaviour? As an extra in case you are interested, I explain why I don't want to grant ModifySelf right: I authenticate users through apache and pam and I get their personal information through a LDAP server, which has their usernames, emails, and so on. Every user's email (formed by his nickname) has an alias, which is what I get from LDAP. Our aliases follow some kind of standard for the whole institution, so it is easy to know which is the alias email of a user knowing his real name. Hence, I don't want to allow my users to modify their nicknames and password in RT because it wouldn't have any effect. I also don't want to allow them to modify their email addresses in RT, because they would mess everything and privileged users couldn't a priori know if a particular user is using his real email or his alias. Hope to hear from people in Best Practical. Best wishes, Carlos García Montoro -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ 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 Need urgent help about very unsual issue
Hello Folks, i have installed RT3.8.7 on Ubuntu 8.4 a couple of week ago. in beginning every thing was working smoothly but from last couple of days i am facing very strange issue. All other functions of RT are working fine except. it happening that when ever i am trying to do any thing about some ticket like Search, Comment, Reply, etc. so when i am clicking submit/search or update button, my browser got lost and i got page can't be found issue. in the background that action is performed. when i checked my browser address box. i found that when ever rt is replying back against some action which i have already submitted, URL pattern is corrupted. Like i was trying to search a ticket by using simple search so as i typed the ticket no in the box and clicked Search page can't be displayed error is displaying on the screen while following URL is showing the Address bar https://mydomain.comticket/Display.html?id=12; look at the .comticket portion. there should be a / between .com and ticket also ticket should be Ticket. when i edit this manually every thing went ok. i have tested each option by reinstalling RT, Apache etc. but no success. please help me to resolve this issue. Rizwan. -- View this message in context: http://old.nabble.com/I-Need-urgent-help-about-very-unsual-issue-tp27498390p27498390.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Regarding Duplicate Mails
Hello All I have RT 3.6.3 setup with oracle 9i as backend and I have one weird problem of RT creating duplicate ticket from same mail. When I tried to debug it I found it that it is fetch mail which is not flushing data once mail has been read and ticket is created. Fetch mail again sends same mail from which previously a ticket already has been created. So now I have only two options left with me either to upgrade fetch mail or to write code in rt-mailgate to not to fetch mail once its ticket has been created. But as RT's code is not straight forward and I m a bit new to it I am not sure what steps exactly I should take to put a validation on not to again make ticket once ticket from same mail has been generated. Please any one can help me in this. I will be very grateful to him. Waiting a positive reply from your side Thanks Regards Varun ___ 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] SELECT * FROM CachedGroupMembers WHERE GroupId = 'x' AND MemberId = '1', please help
Hi; RT-3.8.7 apach2, mysql5,mod_perl2,DBIx::SearchBuilder v1.56; -- I have Set($StatementLog,'debug') so I can see sql statements -- And I have Set($UseSQLForACLChecks,'1'); I am seeing lots of SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1', in my logs 2034 is a user defined group, with lots of members (staff users). These queries are showing up every time there is a ticket listing (ie home page my tickets ), or search list. As a result the page display is taking around 10 seconds longer I noticed these only happen if $UseSQLForACLChecks is set. I tracked it down to somewhere in Elements/CollectionList , but I cannot find the reason for it. Anyone else seen this and have a fix?? Regards; Roy ___ 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] Is this a bug or a feature? Rights to allow personal (My) saved search
I forgot to say that the message that my users receive when they try to save a search as a personal search is. If helps, it is: Results: Can't find a saved search to work with. Failed to create search attribute. Regards Carlos Garcia Montoro wrote: Hi, We are using RT 3.8.7 and I want to allow my privileged users to save the searches that they want. In order to do that, I granted the following GLOBAL rights to my PRIVILEGED users: -CreateSavedSearch -EditSavedSearch -LoadSavedSearches -ShowSavedSearches I thought that it would be enough but actually it isn't. Some users came to me claiming that they can save searches as members of their groups, but they couldn't save personal searches (as My saved searches). I have done some research and I have concluded that in order to save personal searches, I also have to grant the global ModifySelf right. This behaviour is strange to me. I don't want my users to grant ModifySelf because I don't want them to be able to change their email addresses, but I want them to be able to save their personal searches. Isn't it an odd behaviour? As an extra in case you are interested, I explain why I don't want to grant ModifySelf right: I authenticate users through apache and pam and I get their personal information through a LDAP server, which has their usernames, emails, and so on. Every user's email (formed by his nickname) has an alias, which is what I get from LDAP. Our aliases follow some kind of standard for the whole institution, so it is easy to know which is the alias email of a user knowing his real name. Hence, I don't want to allow my users to modify their nicknames and password in RT because it wouldn't have any effect. I also don't want to allow them to modify their email addresses in RT, because they would mess everything and privileged users couldn't a priori know if a particular user is using his real email or his alias. Hope to hear from people in Best Practical. Best wishes, Carlos García Montoro ___ 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 -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ 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 Need urgent help about very unsual issue
Riz; What are your Set($WebBaseURL , Set($WebURL , Set to, I believe these should be ending with / ie Set($WebBaseURL , https://mydomain.com/;); Set($WebURL ,https://mydomain.com/;); Regards; Roy softouch wrote: Hello Folks, i have installed RT3.8.7 on Ubuntu 8.4 a couple of week ago. in beginning every thing was working smoothly but from last couple of days i am facing very strange issue. All other functions of RT are working fine except. it happening that when ever i am trying to do any thing about some ticket like Search, Comment, Reply, etc. so when i am clicking submit/search or update button, my browser got lost and i got page can't be found issue. in the background that action is performed. when i checked my browser address box. i found that when ever rt is replying back against some action which i have already submitted, URL pattern is corrupted. Like i was trying to search a ticket by using simple search so as i typed the ticket no in the box and clicked Search page can't be displayed error is displaying on the screen while following URL is showing the Address bar https://mydomain.comticket/Display.html?id=12; look at the .comticket portion. there should be a / between .com and ticket also ticket should be Ticket. when i edit this manually every thing went ok. i have tested each option by reinstalling RT, Apache etc. but no success. please help me to resolve this issue. Rizwan. ___ 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 Need urgent help about very unsual issue
On Mon, Feb 08, 2010 at 03:20:29AM -0800, softouch wrote: https://mydomain.comticket/Display.html?id=12; look at the .comticket portion. there should be a / between .com and ticket also ticket should be Ticket. when i edit this manually every thing went ok. i have tested each option by reinstalling RT, Apache etc. but no success. please help me to resolve this issue. can you give us your RT_SiteConfig.pm wihtout sensitive informations ;) ? ___ 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 Need urgent help about very unusual issue
Guys my problem is resolved by the suggestion provided by Raed El-Hames. Hats off to Him... :) softouch wrote: Hello Folks, i have installed RT3.8.7 on Ubuntu 8.4 a couple of week ago. in beginning every thing was working smoothly but from last couple of days i am facing very strange issue. All other functions of RT are working fine except. it happening that when ever i am trying to do any thing about some ticket like Search, Comment, Reply, etc. so when i am clicking submit/search or update button, my browser got lost and i got page can't be found issue. in the background that action is performed. when i checked my browser address box. i found that when ever rt is replying back against some action which i have already submitted, URL pattern is corrupted. Like i was trying to search a ticket by using simple search so as i typed the ticket no in the box and clicked Search page can't be displayed error is displaying on the screen while following URL is showing the Address bar https://mydomain.comticket/Display.html?id=12; look at the .comticket portion. there should be a / between .com and ticket also ticket should be Ticket. when i edit this manually every thing went ok. i have tested each option by reinstalling RT, Apache etc. but no success. please help me to resolve this issue. Rizwan. -- View this message in context: http://old.nabble.com/I-Need-urgent-help-about-very-unusual-issue-tp27498390p27498593.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Download a source code of RT
Good morning, I would like to download a file of the RT source code. The filename is combobox.js, and the version is 3.8.1. Does a ftp exist where I can download the file? Thanks a lot! Best regards, -- Alberto Villanueva Departamento de Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ 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] Download a source code of RT
On Mon, Feb 08, 2010 at 12:41:11PM +0100, Alberto Villanueva wrote: Good morning, I would like to download a file of the RT source code. The filename is combobox.js, and the version is 3.8.1. Does a ftp exist where I can download the file? tarballs are available here: http://www.bestpractical.com/rt/download.html full sources here: http://github.com/bestpractical/rt/tree/rt-3.8.1/share/html/NoAuth/js/ ___ 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] How to change footer note in RT Web pages.
Hello Folks how can i change the »|« RT 3.8.7 Copyright 1996-2009 Best Practical Solutions, LLC. string from the RT web pages?? also how to change the legal statement from Login page. Thanking in Advance. R i Z. -- View this message in context: http://old.nabble.com/How-to-change-footer-note-in-RT-Web-pages.-tp27498799p27498799.html Sent from the Request Tracker - User mailing list archive at Nabble.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] How to change footer note in RT Web pages.
On Mon, Feb 08, 2010 at 03:58:24AM -0800, softouch wrote: Hello Folks how can i change the »|« RT 3.8.7 Copyright 1996-2009 Best Practical Solutions, LLC. string from the RT web pages?? also how to change the legal statement from Login page. Please don't remove the product's copyright message. Thanking in Advance. R i Z. -- View this message in context: http://old.nabble.com/How-to-change-footer-note-in-RT-Web-pages.-tp27498799p27498799.html Sent from the Request Tracker - User mailing list archive at Nabble.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 -- ___ 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 can't create a ticket in RT
Hi, folks.
I need some help with that: There is a Postfix MTA running in the same
server of RT.
I configured procmail to deliver the messages to rt-mailgate, but after
some tests I still can't create a ticket through e-mail messages.
This is my rt.log:
===
403 Forbidden
This is /usr/bin/rt-mailgate exiting because of an undefined server
error at /usr/bin/rt-mailgate line 150, line 1.
procmail: [8934] Mon Feb 8 11:09:13 2010
procmail: Program failure (75) of rt-mailgate
procmail: Rescue of unfiltered data succeeded
procmail: [8934] Mon Feb 8 11:09:13 2010
procmail: Match on !
^From:.*@(cais.rnp.br|pop-ba.rnp.br|outrocliente.dominio)
procmail: Match on ! (^(Mailing-List:|Precedence:.*(junk|bulk|list)|To:
Multiple recipients of
|(((Resent-)?(From|Sender)|X-Envelope-From):|?From
)([^]*[^(@a-z0-9])?(Post(ma?(st(e?r)?|n)|office)|(send)?Mail(er)?|daemon|m(mdf|ajordomo)|n?uucp|LIST(SERV|proc)|NETSERV|o(wner|ps)|r(e(quest|sponse)|oot)|b(ounce|bs\.smtp)|echo|mirror|s(erv(ices?|er)|mtp(error)?|ystem)|A(dmin(istrator)?|MMGR|utoanswer))(([^).!:a-z0-9][-_a-z0-9]*)?[%@
][^)]*(\(.*\).*)?)?$([^]|$)))
procmail: Executing (formail -r -I Precedence: junk \
-AX-Loop: r...@pop-sp.rnp.br ; \
cat $DIR/resp) | $SENDMAIL -t -F PoP-SP/RNP -f postmas...@pop-sp.rnp.br
procmail: Assigning LASTFOLDER= (formail -r -I Precedence: junk \
-AX-Loop: r...@pop-sp.rnp.br ; \
cat $DIR/resp) | $SENDMAIL -t -F PoP-SP/RNP -f postmas...@pop-sp.rnp.br
procmail: Assigning PATH=/nonexistent/bin:/usr/local/bin:/usr/bin:/bin
cat: /home/rt/resp: No such file or directory
procmail: Assigning
LASTFOLDER=/home/rt/default/new/1265634553.8934_0.rtracker.rt
procmail: Notified comsat:
nob...@0:/home/rt/default/new/1265634553.8934_0.rtracker.rt
From wpere...@pop-sp.rnp.br Mon Feb 8 11:09:12 2010
Subject: teste 08-02-2010 11:08
Folder:
/home/rt/default/new/1265634553.8934_0.rtracker.rt869
===
Ans this is my procmailrc file:
===
# Configuracao do Procmailrc
DIR=/home/rt
MAILDIR=$DIR/default
#DEFAULT=$DIR/default
DEFAULT=$MAILDIR/
LOGFILE=$DIR/rt.log
SHELL=/bin/bash
DEBUG=yes
VERBOSE=yes
FILA=$1
OPC=$2
# Caso 1 - clientes autorizados
:0fw
* ^From:.*@(pop-sp.rnp.br|rtracker.rt.pop-sp.rnp.br|usp.br)
| rt-mailgate --debug --queue ${FILA} --action ${OPC} --url
https://rtracker.rt.pop-sp.rnp.br/rt
# Caso 2 - cliente nao autorizado
:0 h c
* !^From:.*@(cais.rnp.br|pop-ba.rnp.br|outrocliente.dominio)
* !^FROM_DAEMON
| (formail -r -I Precedence: junk \
-AX-Loop: r...@pop-sp.rnp.br ; \
cat $DIR/resp) | $SENDMAIL -t -F PoP-SP/RNP -f postmas...@pop-sp.rnp.br
===
Thank you all a lot.
--
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
___
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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
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Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I can't create a ticket in RT
On Mon, Feb 08, 2010 at 12:21:47PM -0200, Wagner Pereira wrote: Hi, folks. I need some help with that: There is a Postfix MTA running in the same server of RT. I configured procmail to deliver the messages to rt-mailgate, but after some tests I still can't create a ticket through e-mail messages. This is my rt.log: === 403 Forbidden your webserver refuse access to RT to rt-mailgate, rt-mailgate use a subpart of RT to POST the mail and it seems that you configured your apache server in a way that this subpart require authentication. are you using HTTP authentication? if so, either allow localhost to connect without a password or create an account and set credentials in your rt-mailgate call. ___ 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 can't create a ticket in RT
Hi, Emmanuel. Thanks for answered me. My authentication is HTTPS: https://rtracker.rt.pop-sp.rnp.br/rt/ if so, either allow localhost to connect without a password or create an account and set credentials in your rt-mailgate call. How can I implement that? P.S.: I observed a thing: every time I make a test, sending an e-mail message to r...@pop-sp.rnp.br, one file is generated in /home/rt/default/new, as follows: rtracker:/home/rt/default# ls -la new total 16 drwx-- 2 nobody mail 4096 Fev 8 11:09 . drwxrwxrwx 5 root root 4096 Jan 29 09:10 .. -rw--- 1 nobody mail 869 Jan 29 09:10 1264763438.10146_0.rtracker.rt -rw--- 1 nobody mail 869 Fev 8 11:09 1265634553.8934_0.rtracker.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 Emmanuel Lacour escreveu: On Mon, Feb 08, 2010 at 12:21:47PM -0200, Wagner Pereira wrote: Hi, folks. I need some help with that: There is a Postfix MTA running in the same server of RT. I configured procmail to deliver the messages to rt-mailgate, but after some tests I still can't create a ticket through e-mail messages. This is my rt.log: === 403 Forbidden your webserver refuse access to RT to rt-mailgate, rt-mailgate use a subpart of RT to POST the mail and it seems that you configured your apache server in a way that this subpart require authentication. are you using HTTP authentication? if so, either allow localhost to connect without a password or create an account and set credentials in your rt-mailgate call. ___ 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 can't create a ticket in RT
On Mon, Feb 08, 2010 at 12:40:00PM -0200, Wagner Pereira wrote: My authentication is HTTPS: https://rtracker.rt.pop-sp.rnp.br/rt/ That's the way you access your RT server, not the way you authenticate to it. Can you give us your VirtualHost configuration? P.S.: I observed a thing: every time I make a test, sending an e-mail message to r...@pop-sp.rnp.br, one file is generated in /home/rt/default/new, as follows: rtracker:/home/rt/default# ls -la new total 16 drwx-- 2 nobody mail 4096 Fev 8 11:09 . drwxrwxrwx 5 root root 4096 Jan 29 09:10 .. -rw--- 1 nobody mail 869 Jan 29 09:10 1264763438.10146_0.rtracker.rt -rw--- 1 nobody mail 869 Fev 8 11:09 1265634553.8934_0.rtracker.rt I'm not a procmail master, so either :0fw keeps a copy in the user maildir or it deliver to the maildir if the pipe to command fails?? AW, you can use those files to test your rt-mailgate command, just doing cat FILE | rt-mailgate ___ 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 can't create a ticket in RT
Emmanuel, That's my VirtualHost file: === VirtualHost *:443 ServerName rtracker.rt.pop-sp.rnp.br RedirectMatch ^/$ https://rtracker.rt.pop-sp.rnp.br/rt/ DocumentRoot /var/www CustomLog /var/log/apache2/rt.log combined ServerSignature Off LogLevel warn /VirtualHost === And according to man procmailrc: :0fw A line starting with ':' marks the beginning of a recipe. f Consider the pipe as a filter. w Wait for the filter or program to finish and check its exitcode (normally ignored); if the filter is unsuccessful, then the text will not have been filtered. === Ok, that's what I did, following your suggestion: cat test.txt | /usr/local/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug And here is the debug output: === Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/local/bin/rt-mailgate-3.6 line 102, line 1. An Error Occurred 403 Forbidden This is /usr/local/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/local/bin/rt-mailgate-3.6 line 150, line 1. === -- 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 Emmanuel Lacour escreveu: On Mon, Feb 08, 2010 at 12:40:00PM -0200, Wagner Pereira wrote: My authentication is HTTPS: https://rtracker.rt.pop-sp.rnp.br/rt/ That's the way you access your RT server, not the way you authenticate to it. Can you give us your VirtualHost configuration? P.S.: I observed a thing: every time I make a test, sending an e-mail message to r...@pop-sp.rnp.br, one file is generated in /home/rt/default/new, as follows: rtracker:/home/rt/default# ls -la new total 16 drwx-- 2 nobody mail 4096 Fev 8 11:09 . drwxrwxrwx 5 root root 4096 Jan 29 09:10 .. -rw--- 1 nobody mail 869 Jan 29 09:10 1264763438.10146_0.rtracker.rt -rw--- 1 nobody mail 869 Fev 8 11:09 1265634553.8934_0.rtracker.rt I'm not a procmail master, so either :0fw keeps a copy in the user maildir or it deliver to the maildir if the pipe to command fails?? AW, you can use those files to test your rt-mailgate command, just doing cat FILE | rt-mailgate ___ 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 can't create a ticket in RT
On Mon, Feb 08, 2010 at 01:34:51PM -0200, Wagner Pereira wrote: Emmanuel, That's my VirtualHost file: === VirtualHost *:443 ServerName rtracker.rt.pop-sp.rnp.br RedirectMatch ^/$ https://rtracker.rt.pop-sp.rnp.br/rt/ DocumentRoot /var/www CustomLog /var/log/apache2/rt.log combined ServerSignature Off LogLevel warn /VirtualHost === And according to man procmailrc: :0fw A line starting with ':' marks the beginning of a recipe. f Consider the pipe as a filter. w Wait for the filter or program to finish and check its exitcode (normally ignored); if the filter is unsuccessful, then the text will not have been filtered. === Ok, that's what I did, following your suggestion: cat test.txt | /usr/local/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug And here is the debug output: === Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/local/bin/rt-mailgate-3.6 line 102, line 1. An Error Occurred 403 Forbidden This is /usr/local/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/local/bin/rt-mailgate-3.6 line 150, line 1. And what do your apache logs say -kevin pgpLaRffFAVTM.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] I can't create a ticket in RT
On Mon, Feb 08, 2010 at 01:34:51PM -0200, Wagner Pereira wrote: Emmanuel, That's my VirtualHost file: === VirtualHost *:443 ServerName rtracker.rt.pop-sp.rnp.br RedirectMatch ^/$ https://rtracker.rt.pop-sp.rnp.br/rt/ DocumentRoot /var/www CustomLog /var/log/apache2/rt.log combined ServerSignature Off LogLevel warn /VirtualHost === So you have somewhere else something that define that /rt runs RT, yes? cat test.txt | /usr/local/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug And here is the debug output: === Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/local/bin/rt-mailgate-3.6 line 102, line 1. An Error Occurred 403 Forbidden That's what I said, your webserver configuration seems broken in a way it disallow access to /rt//REST/1.0/NoAuth/mail-gateway. Explanation should be in your apache logs... ___ 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] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help
Maybe this time I'll get an answer .. RT-3.8.7 NO customisation apart from css DBIx - 1.56 apache2,mod_perl2 I am seeing a lot of queries (1146 of them) SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 4)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 The only changes I see between these queries are - variation between ShowACL and ModifyACL - ACL.ObjectId = x (where x is the id foreach active queue in the system -- we have 116 active queues) 1- The first question that comes to mind what are we calling this lookup anyway, if the RT System user does not have permission on a queue, then the system is broken, so this lookup should be done differently and else where?? 2- Where is this called from so I can disable it (unless some one can answer question 1 and enlighten me as to why its there)?? Any help will truly be appreciated , these 1147 for 116 queues, my live system have twice the amount of queues and my concerns that I will end up with 3000 or so pointless queries with every page. Please please help. Roy ___ 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] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help
Raed, The only thing I can think of to help de-bug this is to list the privileges you've set and then compare that list to what you see in the ACL table. Unless, of course, you have Rights Matrix installed. That would also help. I don't know if Rights Matrix works on 3.8.x, but it certainly is worth a try. Kenn LBNL On 2/8/2010 8:50 AM, Raed El-Hames wrote: Maybe this time I'll get an answer .. RT-3.8.7 NO customisation apart from css DBIx - 1.56 apache2,mod_perl2 I am seeing a lot of queries (1146 of them) SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 4)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 The only changes I see between these queries are - variation between ShowACL and ModifyACL - ACL.ObjectId = x (where x is the id foreach active queue in the system -- we have 116 active queues) 1- The first question that comes to mind what are we calling this lookup anyway, if the RT System user does not have permission on a queue, then the system is broken, so this lookup should be done differently and else where?? 2- Where is this called from so I can disable it (unless some one can answer question 1 and enlighten me as to why its there)?? Any help will truly be appreciated , these 1147 for 116 queues, my live system have twice the amount of queues and my concerns that I will end up with 3000 or so pointless queries with every page. Please please help. Roy ___ 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] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help
Thanks for your response Ken , I traced it down to missing entry in CachedGroupMembers; When I upgraded my dev box from 3.6.3 to 3.8.7 I ran shrink_cgm_table.pl, which for some reason (maybe something in my system) deleted the following row: mysql select * from CachedGroupMembers where id = 2; ++-+--+--+---+--+ | id | GroupId | MemberId | Via | ImmediateParentId | Disabled | ++-+--+--+---+--+ | 2 | 2 |1 |2 | 2 |0 | ++-+--+--+---+--+ This is the row that tells the RT::SystemUser that its a member of itself , and its the row that ACLs and Principals are checked against. The fact it was missing, it made the system loop through the queue checking acls for the RT user. so I added it via sql, and that problem is resolved, however : I do have another problem now, which is repeated : 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' No doubt its missing entries in the database ? (for the curious 2034 is a defined user group) , why its checking if the SystemUser is a member of that group is beyond my little brains. Again Any help will be appreciated Roy Ken Crocker wrote: Raed, The only thing I can think of to help de-bug this is to list the privileges you've set and then compare that list to what you see in the ACL table. Unless, of course, you have Rights Matrix installed. That would also help. I don't know if Rights Matrix works on 3.8.x, but it certainly is worth a try. Kenn LBNL On 2/8/2010 8:50 AM, Raed El-Hames wrote: Maybe this time I'll get an answer .. RT-3.8.7 NO customisation apart from css DBIx - 1.56 apache2,mod_perl2 I am seeing a lot of queries (1146 of them) SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 4)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 The only changes I see between these queries are - variation between ShowACL and ModifyACL - ACL.ObjectId = x (where x is the id foreach active queue in the system -- we have 116 active queues) 1- The first question that comes to mind what are we calling this lookup anyway, if the RT System user does not have permission on a queue, then the system is broken, so this lookup should be done differently and else where?? 2- Where is this called from so I can disable it (unless some one can answer question 1 and enlighten me as to why its there)?? Any help will truly be appreciated , these 1147 for 116 queues, my live system have twice the amount of queues and my concerns that I will end up with 3000 or so pointless queries with every page. Please please help. Roy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com
Re: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help
Raed, From my evaluations when scrutinizing the DB, I've noticed that it seems ANY query saved by group (OH, this is on 3.6.4. I haven't had a chance yet to REALLY look at the DB from a 3.8.x view) will always want to check permissions for a single user that wants to look at that query to see if that user is in the group. You say it is happening alot. Does that mean this security check happens regardless of the user? Regardless of the query? Is this GroupID a /system/ group? If so, is this query saved as a /system/ query? There might be something in these relationships that is escaping your notice. I've found, at least in the past, that a /*LOT*/ of the /time-consuming/ search problems are related to user/group membership/privileges. Hope this helps you in de-bugging the problem. Kenn LBNL On 2/8/2010 9:41 AM, Raed El-Hames wrote: Thanks for your response Ken , I traced it down to missing entry in CachedGroupMembers; When I upgraded my dev box from 3.6.3 to 3.8.7 I ran shrink_cgm_table.pl, which for some reason (maybe something in my system) deleted the following row: mysql select * from CachedGroupMembers where id = 2; ++-+--+--+---+--+ | id | GroupId | MemberId | Via | ImmediateParentId | Disabled | ++-+--+--+---+--+ | 2 | 2 |1 |2 | 2 |0 | ++-+--+--+---+--+ This is the row that tells the RT::SystemUser that its a member of itself , and its the row that ACLs and Principals are checked against. The fact it was missing, it made the system loop through the queue checking acls for the RT user. so I added it via sql, and that problem is resolved, however : I do have another problem now, which is repeated : 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' No doubt its missing entries in the database ? (for the curious 2034 is a defined user group) , why its checking if the SystemUser is a member of that group is beyond my little brains. Again Any help will be appreciated Roy Ken Crocker wrote: Raed, The only thing I can think of to help de-bug this is to list the privileges you've set and then compare that list to what you see in the ACL table. Unless, of course, you have Rights Matrix installed. That would also help. I don't know if Rights Matrix works on 3.8.x, but it certainly is worth a try. Kenn LBNL On 2/8/2010 8:50 AM, Raed El-Hames wrote: Maybe this time I'll get an answer .. RT-3.8.7 NO customisation apart from css DBIx - 1.56 apache2,mod_perl2 I am seeing a lot of queries (1146 of them) SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 4)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 The only changes I see between these queries are - variation between ShowACL and ModifyACL - ACL.ObjectId = x (where x is the id foreach active queue in the system -- we have 116 active
[rt-users] DataBase question for RT 3.8.7
To list, Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? 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
Re: [rt-users] Ticket Links on reqults - problem
On Mon, Feb 08, 2010 at 09:19:48AM -0800, Ken Crocker wrote: Emmanuel, Here's a snapshot of the screen. We got the pie/bar charts to work, BTW, so thanks. Kenn You missed what is possibly the most important thing that Emmanuel asked for, the Format copied from the Advanced tab on that search. -kevin When we ran the DB upgrade, we had trouble with the Oracle 1.23 and had to redo it with Oracle 1.22. All seemed to work well after that. Any ideas? Kenn LBNL On 2/6/2010 12:12 AM, Emmanuel Lacour wrote: On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote: To List, Is anyone out there having problems with no links from Search results to tickets? Any idea why I might be? is this a fresh RT install or did you upgrade from previous version? I see no problems on a freh install, maybe you did an upgrade and forget to upgrade the DB. Can you give us a screenshot, and also click on Advanced in a search results without links, then send the format content here. ___ 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 pgpyb1LyF9OLH.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] DataBase question for RT 3.8.7
No new tables Ken, just a lot of new content and data type changes. if you download the source code have a look in etc/upgrade/* for each version above 3.6.4 As I remember , you use oracle , not sure if the data type changes effect your system, Regards; Roy -- returning the favour Ken Crocker wrote: To list, Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? 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 ___ 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] DataBase question for RT 3.8.7
Ken Crocker wrote: To list, Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? You can check that yourself by looking at the source archive. Look in the etc/upgrade/.. for the file 'content'. Those files hold changes to the database, if I'm correct. Regards, Joop ___ 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] SELECT * FROM CachedGroupMembers WHERE GroupId = 'x' AND MemberId = '1', please help
Any ideas anyone Roy Raed El-Hames wrote: Hi; RT-3.8.7 apach2, mysql5,mod_perl2,DBIx::SearchBuilder v1.56; -- I have Set($StatementLog,'debug') so I can see sql statements -- And I have Set($UseSQLForACLChecks,'1'); I am seeing lots of SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1', in my logs 2034 is a user defined group, with lots of members (staff users). These queries are showing up every time there is a ticket listing (ie home page my tickets ), or search list. As a result the page display is taking around 10 seconds longer I noticed these only happen if $UseSQLForACLChecks is set. I tracked it down to somewhere in Elements/CollectionList , but I cannot find the reason for it. Anyone else seen this and have a fix?? Regards; Roy ___ 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] DataBase question for RT 3.8.7
Joop everyone, Thanks. I didn't do the upgrade, but I'll get access and look at that data. Thanks again. Kenn LBNL On 2/8/2010 10:59 AM, Joop van de Wege wrote: Ken Crocker wrote: To list, Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? You can check that yourself by looking at the source archive. Look in the etc/upgrade/.. for the file 'content'. Those files hold changes to the database, if I'm correct. Regards, Joop ___ 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] Ticket Links on reqults - problem
Emmanuel,
Sorry about the Advanced format shot. Here it is:
'b__id__/a/b/TITLE:Ticket Id', QueueName,
'b__Subject__/a/b/TITLE:Subject','__Requestors__', Priority,
Status,'__CustomField.{Work-State}__', OwnerName,
'__Due__/a/b/TITLE:Due Date'.
Thanks for the reminder Kevin.
Kenn
LBNL
On 2/6/2010 12:12 AM, Emmanuel Lacour wrote:
On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote:
To List,
Is anyone out there having problems with no links from Search results to
tickets? Any idea why I might be?
is this a fresh RT install or did you upgrade from previous version?
I see no problems on a freh install, maybe you did an upgrade and forget
to upgrade the DB.
Can you give us a screenshot, and also click on Advanced in a search
results without links, then send the format content here.
___
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Buy a copy at http://rtbook.bestpractical.com
___
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2010 RT Training Sessions!
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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.
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Re: [rt-users] Ticket Links on reqults - problem
Emmanuel,
HA! I found it. Your clue as to the format settings put me in the right
direction. I had screwed up the default format settings. I've got it
working now. Thanks.
Kenn
LBNL
On 2/8/2010 12:23 PM, Ken Crocker wrote:
Emmanuel,
Sorry about the Advanced format shot. Here it is:
'b__id__/a/b/TITLE:Ticket Id', QueueName,
'b__Subject__/a/b/TITLE:Subject','__Requestors__', Priority,
Status,'__CustomField.{Work-State}__', OwnerName,
'__Due__/a/b/TITLE:Due Date'.
Thanks for the reminder Kevin.
Kenn
LBNL
On 2/6/2010 12:12 AM, Emmanuel Lacour wrote:
On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote:
To List,
Is anyone out there having problems with no links from Search results to
tickets? Any idea why I might be?
is this a fresh RT install or did you upgrade from previous version?
I see no problems on a freh install, maybe you did an upgrade and forget
to upgrade the DB.
Can you give us a screenshot, and also click on Advanced in a search
results without links, then send the format content here.
___
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
___
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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 can't create a ticket in RT
Kevin and Emmanuel, Q: So you have somewhere else something that define that /rt runs RT, yes? A: I'm affraid don't understand that question. The following is my /var/log/apache2/error.log [Sun Feb 07 06:25:02 2010] [warn] RSA server certificate CommonName (CN) `rtracker.pop-sp.rnp.br' does NOT match server name!? [Sun Feb 07 06:25:02 2010] [notice] Apache/2.2.9 (Debian) mod_ssl/2.2.9 OpenSSL/0.9.8g mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal operations [Sun Feb 07 11:11:17 2010] [error] [client 89.108.89.54] File does not exist: /htdocs [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created. [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300. [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi [Mon Feb 08 10:16:49 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico [Mon Feb 08 10:16:52 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: https://200.133.192.79/rt/ [Mon Feb 08 11:09:13 2010] [error] [client 200.133.192.79] client denied by server configuration: /usr/share/request-tracker3.6/libexec/mason_handler.scgi [Mon Feb 08 11:19:52 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico [Mon Feb 08 11:19:55 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:07:09 2010] [error] [client 200.133.192.22] File does not exist: /htdocs [Mon Feb 08 13:07:12 2010] [error] [client 200.133.192.22] File does not exist: /htdocs [Mon Feb 08 13:31:50 2010] [error] [client 200.133.192.79] client denied by server configuration: /usr/share/request-tracker3.6/libexec/mason_handler.scgi [Mon Feb 08 15:01:06 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: https://200.133.192.79/rt/index.html [Mon Feb 08 15:01:06 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: https://200.133.192.79/rt/index.html [Mon Feb 08 15:01:06 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: https://200.133.192.79/rt/index.html [Mon Feb 08 18:39:29 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created.,
Re: [rt-users] I can't create a ticket in RT
On Mon, Feb 08, 2010 at 07:05:02PM -0200, Wagner Pereira wrote: Kevin and Emmanuel, Q: So you have somewhere else something that define that /rt runs RT, yes? A: I'm affraid don't understand that question. There must be more Apache conf, because the part you sent was not actually serving /rt The following is my /var/log/apache2/error.log [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created. [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300. [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi [Mon Feb 08 10:16:49 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico [Mon Feb 08 10:16:52 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico This reads like RT isn't even running, at all. Let alone for your mailgate. I suggest either making /var/log/apache2/rt.log exist and be writable by apache, or changing your RT_SiteConfig.pm so that it doesn't write to rt.log -kevin pgpxSK0H1E9Mu.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
[rt-users] Trouble with ConciseSpreadsheet
To list, I'm having trouble getting my ConciseSpreadsheet extension working. We installed ConciseSpreadsheet into /share/html. However, I can't find any instructions on what to do after that. I had some old instructions for 3.6.4, but they can't apply because the code in Results.html has changed too much. Can anyone help me on this? 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
Re: [rt-users] Ticket Links on reqults - problem
On Mon, Feb 08, 2010 at 12:56:05PM -0800, Ken Crocker wrote: Emmanuel, HA! I found it. Your clue as to the format settings put me in the right direction. I had screwed up the default format settings. I've got it working now. Thanks. You're welcome ;) ___ 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] how to delete tickets in RT
Hello. after installation of Fresh RT, there is a bulk of test tickets in rt DB. i want to remove these tickets before commencing operational launch of my system. please help me to remove these tickets. also after deletion of tickets ticket counter no should be reset. also kindly help me to change the ticket status menu items like if i want to rename ticket status open to some thing else, where should i apply this change and how. Thanks in Advance, R i Z -- View this message in context: http://old.nabble.com/how-to-delete-tickets-in-RT-tp2756p2756.html Sent from the Request Tracker - User mailing list archive at Nabble.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
