Re: [rt-users] Install on CentOS, best current instructions
Hello, I have been running and upgrading RT on CentOS (today RT 3.8.7 on CentOS v5.5) for several years. In addition to all the good advices previously given, I would add, in short : the main (and single !) issue is about non RHEL-compliant Perl modules; up to RT 3.6, it seemed that we had to deal with only one such non-standard module, now there seem to be more. I picked up some from rpmforge, as I was trying to keep an rpm-administered system if possible, but eventually I dropped this tedious solution, and finished with : make testdeps make fixdeps (documented in the README from the stock tar.gz downloaded RT archive) Now, when I am upgrading my OS, I monitor possible perl* updates : whenever I seen one, I am going back immediately to make testdeps (because I am curious) make fixdeps (jumping here directly should be sufficient as a quick fix) So far so good ... --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Steve Szmidt Envoyé : 6 août 2010 21:24 À : rt-users@lists.bestpractical.com Objet : Re: [rt-users] Install on CentOS, best current instructions On Friday, August 06, 2010 02:59:42 pm Joseph Spenner wrote: There is also this, which is a bit overkill, but you can skip the Active Directory 2003 Exchange 2007 headache, and only do the RT part. :) Fortunately I'm windows free so I don't need to mess with those headache's. These replies are interesting however. -- Steve Szmidt Call Center Service Group, LC http://callcentersg.com 727-330-9491 opt 5 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problems in administrating user custom field rights
Hello, I have got a group G with the Users U1 and U2 and a user custom field CF. That group is supposed to modify and see that custom field. Nevertheless, if I login with U1 (not root!) , I can neither see nor modify CF unless every privileged user is allowed to see and modify it. You can test that, if you copy Admin/Users/Modify.html in a local directory which is not in local/html/Admin/ Is there any way in which I can only allow users of G to modify and see CF? Greetings, Wolfram Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Multiple unpriv users see tickets
Dear List, Is it possible to group certain users ( for example 3 persons of 1 customer ) so they can see the tickets of each other? I haven't been able to find anything on the maillist archive yet about it. Met vriendelijke groet / With kind regards, Richard Pijnenburg Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Thanks Jesse - love it, just bumped to v0.93 from your v9 release and works a treat on our iPhone 4's BB STORM2's. Julian. -- Julian Grunnell This email is subject to: www.corporate.webfusion.co.uk/disclaimer -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Howard Jones Sent: 06 August 2010 19:30 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9 On 06/08/2010 17:45, Jesse Vincent wrote: 0.92 should fix that issue. I've pushed it to cpan already. 0.93 from PAUSE resolved the Page Not Found for me. This will be a very valuable plugin for our on-call guys, who already have an iPhone. Thanks, Jesse. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] i cant see RTFM button
After installing RTFM, did you empty your Mason cache as instructed in the install instructions on the wiki? I think I had this problem when I forgot to do that. HTH Mike. On Sun, Aug 8, 2010 at 7:51 AM, armin imani armin.im...@gmail.com wrote: hi i completed the instalation readme file completly but i cant see RTFM button in rt for starting it how can i solve this? -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On Mon, Aug 09, 2010 at 09:31:07AM -0400, testwreq wreq wrote: With WebExternalAuth, you never see the login screen. How is the authentication working? Thanks, vm It should work exactly the same way as the desktop UI. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help with rt-mailgate
On Fri, Aug 06, 2010 at 08:20:25PM -0700, Kenneth Crocker wrote: Kevin, Thanks for the reply. Let me try to me a little more forthcoming on the info. We have set up our RT session to use LDAP, and to NOT auto create. We had a ticket where the owner did a reply and added an outside email address to the Cc. This 'outside' person replied to the ticket and was getting MAILER DAEMON about every hour on the hours or so. We bounced the RT session and that stopped it. From what I understand, our mailserver is 'polled' by RT to get any new email sent and pulls it into RT-mailgate. There it tries to do whatever and is kicked out due to either LDAP or privileges. All this sounds good so far. From that point, I'm trying to figure out if it is sending itself a copy of that rejection and causing a loop. We don't use ParseCc's so we didn't set the Regexp in our settings. I'm going to try that and see if that stops the loop from happening. That's all I can figure at the moment. My questions was oriented around rt-mailgate in hopes of finding out of it had some sort of re-generative MAILER DAEMON of retry for a number of times or something that I could set to make it happen only once. I'm thinking the REGexp setting will resolve the problem. Kenn It sounds like you're using fetchmail, but you don't say how fetchmail is feeding mail into rt-mailgate. You really need to dig into your mail logs and figure out what the error flow is. -kevin On Fri, Aug 6, 2010 at 12:36 PM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Wed, Aug 04, 2010 at 04:10:46PM -0700, Kenneth Crocker wrote: We've had a particular situation come up a couple times now where someone outside our approved (LDAP) organization, was added as an 'other' Cc to a reply email from RT. That person then tried to do a reply back (into RT) and RT kicked it out, as it should have. However, it seems RT is continuing to send the error message over and over (days). Is there a for how long or a X times setting in rt-mailgate we can modify to stop this endless error message? Kenn You've not really provided a lot to go on. Is the original mail still in a postfix queue and being retried because rt-mailgate returns a TEMPFAIL error or something else? Without some actual data it is hard. -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [2]http://rtbook.bestpractical.com References Visible links 1. mailto:falc...@bestpractical.com 2. http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgpDZR8hyJGvv.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ACL Troubles with RTFM
On Sat, Aug 07, 2010 at 01:10:27PM +0200, benoit plessis wrote: Hi, I'm trying to setup RTFM acl's for some groups and it seem that they are not enough. For example, in Config RTFM Global Group Rights i allow the following to a group of users: CreateArticle DeleteArticle ModifyArticle ModifyArticleTopics ModifyCustomField SeeClass SeeCustomField ShowArticle ShowArticleHistory However, even after login/logout, thoses users doesn't have access to the articles customfields, What happens if you go to Configuration - Custom Fields - custom field name - Group Rights? If then i had SeeCustomField to this group in the global RT configuration (Configuration Global Group Rights) then they are able to see and use articles contents, but not modify (need global ModifyCustomField for this to work). Is it normal ? Using RT 3.8.8 RTFM 2.4.2 Have you applied the CF to the Classes (using the Applies To link from the Custom Field page)? There were some bugs with that in 2.4.2 and 3.8.8, so if you haven't done that you may need to test out the 2.4.3rc1 release on Friday. -kevin pgprTuWzTyWiV.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 3.8.8
Hi Jim,
I am honestly not certain what the root cause of this is, but here is
a quick and dirty trick for displaying the non-broken reminders and
skipping the ones where TicketObj can't be retrieved:
--- /opt/rt3/share/html/Elements/MyReminders2010-08-09 08:21:30.0
-0700
+++ /opt/rt3/local/html/Elements/MyReminders2010-08-09 08:24:38.0
-0700
@@ -55,6 +55,7 @@
% $i++;
% if ($reminder-RefersTo-First) {
% my $ticket= $reminder-RefersTo-First-TargetObj;
+% if ( $ticket ) {
tr class=%$i%2 ? 'evenline' : 'oddline'%tda
href=%RT-Config-Get('WebPath')%/Ticket/Display.html?id=%$ticket-id%%$reminder-Subject%/abr
/
blockquote
#%$ticket-id%: %$ticket-Subject%br /
@@ -62,6 +63,7 @@
/blockquote
/td
/tr
+% }
% }}
/table
/
I recommend copying your MyReminders element to your local tree and
applying the above patch to see if this might be an acceptable
workaround for you.
HTH,
-Chance
On Wed, Aug 4, 2010 at 8:05 AM, Jim Tambling
jim.tambl...@datatote.co.uk wrote:
I have upgraded from 3.8.2. to 3.8.8 without a hitch, apart from seeing the
following line at the bottom of my home page:
“Can't call method id on an undefined value at
/opt/rt3/share/html/Elements/MyReminders line 58.”
And there is no logo. If I remove “MyReminders” from the RT at a glance
page, the linbe disappears and the logo returns. Adding MyReminders back to
the RT at a glance page returns the error and takes away the logo.
Any ideas?
Regards, Jim
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Unable to delete or modify dashboards as any user including superuser
On Mon, Aug 09, 2010 at 12:00:10PM +1000, john habermann wrote: Hi I have just noticed I have a problem with editing Dashboards in my RT instance namely I can't do anything with them apart from create them. Once I create them if I click on them I see a page as shown in the attached images, there are simply no options to do anything. I have tried giving the user every dashboard permission available and have even made them Superuser but it makes no difference. The problem appears to have occured when I upgraded from rt 3.8.2 to 3.8.8 as in the older version I see Basics * Queries * Subscription * Show link but that has disappeared with the update to 3.8.8. I did install the Timeline module after I upgraded to 3.8.8 so I thought that When you upgraded, did you run rt-setup-database --action upgrade to apply the database changes described in UPGRADING? The internal format of Dashboards changed, and it sounds like you missed a step. -kevin might be the problem as the bug at [1]https://rt.cpan.org/Public/Bug/Display.html?id=39729 indicates that it breaks the bulk update but applying that fix does not help the dashboard problem. I tried disabling that module but the problem still persists. Does anyone have any thoughts as to what might be causing this problem? Thank you References Visible links 1. https://rt.cpan.org/Public/Bug/Display.html?id=39729 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgpXZaOHBZi28.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 3.8.8
On Mon, Aug 09, 2010 at 09:27:14AM -0600, Chance Newkirk wrote:
I am honestly not certain what the root cause of this is, but here is
Usually this means you changed your $Organization config variable
a quick and dirty trick for displaying the non-broken reminders and
skipping the ones where TicketObj can't be retrieved:
This looks similar to 4313c4b943e7b6c365ee46bcf9d353e91f1bd1a4 which
has been applied to 3.8-trunk
--- /opt/rt3/share/html/Elements/MyReminders 2010-08-09 08:21:30.0
-0700
+++ /opt/rt3/local/html/Elements/MyReminders 2010-08-09 08:24:38.0
-0700
@@ -55,6 +55,7 @@
% $i++;
% if ($reminder-RefersTo-First) {
% my $ticket= $reminder-RefersTo-First-TargetObj;
+% if ( $ticket ) {
tr class=%$i%2 ? 'evenline' : 'oddline'%tda
href=%RT-Config-Get('WebPath')%/Ticket/Display.html?id=%$ticket-id%%$reminder-Subject%/abr
/
blockquote
#%$ticket-id%: %$ticket-Subject%br /
@@ -62,6 +63,7 @@
/blockquote
/td
/tr
+% }
% }}
/table
/
I recommend copying your MyReminders element to your local tree and
applying the above patch to see if this might be an acceptable
workaround for you.
HTH,
-Chance
On Wed, Aug 4, 2010 at 8:05 AM, Jim Tambling
jim.tambl...@datatote.co.uk wrote:
I have upgraded from 3.8.2. to 3.8.8 without a hitch, apart from seeing the
following line at the bottom of my home page:
“Can't call method id on an undefined value at
/opt/rt3/share/html/Elements/MyReminders line 58.”
And there is no logo. If I remove “MyReminders” from the RT at a glance
page, the linbe disappears and the logo returns. Adding MyReminders back to
the RT at a glance page returns the error and takes away the logo.
Any ideas?
Regards, Jim
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
pgpaH2kxgUytC.pgp
Description: PGP signature
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Re: [rt-users] Encoding Troubles with RT 3.8.8
On Sat, Aug 07, 2010 at 02:01:55PM +0200, benoit plessis wrote: To solve this one, for now i've done the following modification, since we are sending the modified headers, i changed the RT::Attachment_Overlay::ContentAsMIME to send the modified content: --- /opt/rt3/lib/RT/Attachment_Overlay.pm 2010-06-03 12:55:03.540297000 +0200 +++ /opt/rt3/local/lib/RT/Attachment_Overlay.pm 2010-08-07 13:57:47.411918000 +0200 @@ -426,7 +426,7 @@ use MIME::Body; $entity-bodyhandle( - MIME::Body::Scalar-new( $self-OriginalContent ) + MIME::Body::Scalar-new( $self-Content ) ); return $entity; Any advice ? Thanks for digging into this. I've bounced some of your comments into the bug tracker, which is probably the right place for them at this point. -kevin 2010/8/4 benoit plessis plessis.ben...@gmail.com Hi, I've some problems with iso-8859-1/utf8 encoding of outbound mail with RT. Exemple: Email received in 'iso-8859-1', is correctly displayed in UTF-8 within RT, when showing 'Full Header' we have on top: content-type: text/plain; charset=utf-8 and on bottom: X-RT-Original-Encoding: ISO-8859-1 If we forward this email to a new address, the forwarded message include the same headers, however the message body is in quoted printable encoding of a iso-8859-1 message: ==Extract of forwarded email: == This is a forward of ticket #260 =_1280925536-13250-3 Content-Type: message/rfc822 Content-Disposition: attachment Content-Transfer-Encoding: binary Content-Description: forwarded message Content-Type: multipart/mixed; boundary=--=_1280925536-13250-2 Content-Transfer-Encoding: binary MIME-Version: 1.0 X-Mailer: MIME-tools 5.427 (Entity 5.427) This is a multi-part message in MIME format... =_1280925536-13250-2 MIME-Version: 1.0 X-RT-Queue: Support Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: ISO-8859-1 Content-Length: 1116 Bonjour, Je fais suite =E0 notre entretien t=E9l=E9phonique. ==Extract of forwarded email: = Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgpJLrUfM8pRO.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Is WebExternalAuth the windows authentication? I am trying to integrate RT with AD and I am wondering what WebExternalAuth exactly does when turned on? On Mon, Aug 9, 2010 at 9:40 AM, Jesse Vincent je...@bestpractical.comwrote: On Mon, Aug 09, 2010 at 09:31:07AM -0400, testwreq wreq wrote: With WebExternalAuth, you never see the login screen. How is the authentication working? Thanks, vm It should work exactly the same way as the desktop UI. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help with rt-mailgate
Kevin, Yep. I figured that. At least it will get me on the right track. Thanks. Kenn LBNL On Mon, Aug 9, 2010 at 7:57 AM, Kevin Falcone falc...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 08:20:25PM -0700, Kenneth Crocker wrote: Kevin, Thanks for the reply. Let me try to me a little more forthcoming on the info. We have set up our RT session to use LDAP, and to NOT auto create. We had a ticket where the owner did a reply and added an outside email address to the Cc. This 'outside' person replied to the ticket and was getting MAILER DAEMON about every hour on the hours or so. We bounced the RT session and that stopped it. From what I understand, our mailserver is 'polled' by RT to get any new email sent and pulls it into RT-mailgate. There it tries to do whatever and is kicked out due to either LDAP or privileges. All this sounds good so far. From that point, I'm trying to figure out if it is sending itself a copy of that rejection and causing a loop. We don't use ParseCc's so we didn't set the Regexp in our settings. I'm going to try that and see if that stops the loop from happening. That's all I can figure at the moment. My questions was oriented around rt-mailgate in hopes of finding out of it had some sort of re-generative MAILER DAEMON of retry for a number of times or something that I could set to make it happen only once. I'm thinking the REGexp setting will resolve the problem. Kenn It sounds like you're using fetchmail, but you don't say how fetchmail is feeding mail into rt-mailgate. You really need to dig into your mail logs and figure out what the error flow is. -kevin On Fri, Aug 6, 2010 at 12:36 PM, Kevin Falcone [1] falc...@bestpractical.com wrote: On Wed, Aug 04, 2010 at 04:10:46PM -0700, Kenneth Crocker wrote: We've had a particular situation come up a couple times now where someone outside our approved (LDAP) organization, was added as an 'other' Cc to a reply email from RT. That person then tried to do a reply back (into RT) and RT kicked it out, as it should have. However, it seems RT is continuing to send the error message over and over (days). Is there a for how long or a X times setting in rt-mailgate we can modify to stop this endless error message? Kenn You've not really provided a lot to go on. Is the original mail still in a postfix queue and being retried because rt-mailgate returns a TEMPFAIL error or something else? Without some actual data it is hard. -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [2]http://rtbook.bestpractical.com References Visible links 1. mailto:falc...@bestpractical.com 2. http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On Mon, 2010-08-09 at 11:45 -0400, testwreq wreq wrote:
Is WebExternalAuth the windows authentication? I am trying to
integrate RT with AD and I am wondering what WebExternalAuth exactly
does when turned on?
It just makes RT defer authentication to any external source, like
Apache. In our case, we are using Stanford's WebAuth and a few extra
config lines to make RT use our non-standard user variable name since
WebAuth can't change apache's REMOTE_USER:
# Make RT use the WebAuth HTTP_X_MYREMOTE_USER variable instead of Apache's
REMOTE_USER:
use RT::Interface::Web;
{ no warnings 'redefine';
sub RT::Interface::Web::WebCanonicalizeInfo {
return $ENV{'HTTP_X_MYREMOTE_USER'} ? lc $ENV{'HTTP_X_MYREMOTE_USER'} :
$ENV{'HTTP_X_MYREMOTE_USER'};
}
}
On Mon, Aug 9, 2010 at 9:40 AM, Jesse Vincent
je...@bestpractical.com wrote:
On Mon, Aug 09, 2010 at 09:31:07AM -0400, testwreq wreq wrote:
With WebExternalAuth, you never see the login screen. How is
the
authentication working?
Thanks, vm
It should work exactly the same way as the desktop UI.
--
/--\
| Jason A. Smith Email: smit...@bnl.gov |
| Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
\--/
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Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Multiple unpriv users see tickets
Richard, Hopefully, you do NOT grant rights to individuals, but ONLY grant rights to groups and that way you merely add users to groups with the same access needs. WAY less maintenance. That being said, yes, you can do this. First of all, you can only put Privileged users in a group. Create a group with a name that indicates what Queue they are primarily working with and their function. Like group name = Q1-Watchers or Q1-Tech-Support. Stuff like that. Then add the members. Then grant group privileges to the groups that you want to see these members and AdminMembership. Then go to Configuration-Queues-(select Queue)-GroupRights and grant the rights to this particulat Queue you want this group to have (ie.SeeQueue, ShowTickets, ShowComments, ShowOutgoingEmail, etc.) whatever it is you want them to have specifically. This way you can have any number of groups that can have a variety of rights, some overlapping, to any Queue, individually. We stay from most Global Rights except for Queries, Replies, gerneral stuff we want everyone to have. Hope this helps. Kenn LBNL On Mon, Aug 9, 2010 at 2:30 AM, Richard Pijnenburg rich...@widexs.nlwrote: Dear List, Is it possible to group certain users ( for example 3 persons of 1 customer ) so they can see the tickets of each other? I haven’t been able to find anything on the maillist archive yet about it. Met vriendelijke groet / With kind regards, Richard Pijnenburg Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt-mailgate error
I've got just about everything setup with the exception of rt-mailgate. I'm not sure if this is an abnormal setup but I've got a forward facing MTA that contains an alias for my RT address which is forwards to the RT maching internally called 'services'. I use a basic sendmail setup with a unix user called 'rt' that contains a .forward file with the rt-mailgate pipe in it. Below is the error I receive back from sendmail on the 'services' machine. I have 2 questions about this 1) What is causing the error. Is it the setup I have? 2) Do I need to reconfigure RT to understand that the MTA receiving the mail for RT is services.censored.com? Or will it respect the original address the mail was sent to? I've tried to google the error message but it seems there are quite a few things that can cause this and I can't seem to find a post that matches mine. The original message was received at Mon, 9 Aug 2010 11:41:26 -0700 from [10.2.0.54] - The following addresses had permanent fatal errors - |/www/php5/rt.censored.com/rt/bin/rt-mailgate --queue general --action correspond --url http://rt.censored.com/ (reason: Can't create output) (expanded from: r...@services.censored.com) - Transcript of session follows - 550 5.0.0 |/www/php5/rt.censored.com/rt/bin/rt-mailgate --queue general --action correspond --url http://rt.censored.com/... Can't create output Final-Recipient: RFC822; r...@services.censored.com X-Actual-Recipient: X-Unix; //rt.censored.com/ Action: failed Status: 5.3.0 Diagnostic-Code: X-Unix; 73 Last-Attempt-Date: Mon, 9 Aug 2010 11:41:28 -0700 -- Forwarded message -- From: lord nynex lordny...@gmail.com To: r...@censored.com Date: Mon, 9 Aug 2010 11:41:26 -0700 Subject: test ticket test ticket -- -Nynex Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 2 advanced queries and graphics
Hi, Before asking my questions I wanna say thanks for RT. We are celebrating the first anniversary of RT installation and just reached ticket #25680. So, I'm gonna do my best to explain my needs it would be better if I could do it in pt_BR ;-) First question: = We have a bunch of queues. There are 3 main areas and each area has 4 to 6 queues. Eventually one queue is created and another one became obsolete (disabled). Here is an example of a query: ( Queue = 'DTI::Suporte::Eventos' OR Queue = 'DTI::Suporte::Garantia' OR Queue = 'DTI::Suporte::Help' OR Queue = 'DTI::Suporte::Interno' OR Queue = 'DTI::Suporte::Labo' OR Queue = 'DTI::Suporte::Tecnico' ) AND ( LastUpdated '7 days ago' AND Status != 'resolved' ) I would like to do something like this (use a wildcard to all those queues): ( Queue = 'DTI::Suporte*' ) AND ( LastUpdated '7 days ago' AND Status != 'resolved' ) So I don't need to review my queries on any queue change. Is it possible? Can someone help me with that? Second question: == I have some graphics by month, by owner, etc. Now I need something I don't know how to get. I need to create a graphic that shows how much time it toke to solve these tickets (Y = number of tickets; X = hours): - how many tickets has been solved in 1 hour since open time; - same as above, but 2 hours; - same as above, but 4 hours; - same as above, but 8 hours; The period can be by month, 3 month, 6 month, one year... Is it possible to create this graphic in RT? Can someone give me some tips to do it? Thanks -- *Elton S. Fenner,* Analista de Rede, Assembléia Legislativa do RS Brasil (Brazil) +55 51 3210-1249 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] [Rt-announce] RT for Mobile Devices 0.9
From: Jesse Vincent je...@bestpractical.com
... We've only
tested this on a recent RT 3.8, but it _should_ work on older versions
of RT.
I'd like to try it with our 3.6.6 installation. The instructions say:
Add RT::Extension::MobileUI to your /opt/rt3/etc/RT_SiteConfig.pm file
Set(@Plugins, qw(RT::Extension::MobileUI));
Is that supported in 3.6? I went ahead and tried it.
Here's the error message when I try to go to /m:
System error
error: Can't locate object method Config via package RT at
/opt/rt3.6.6/share/html/m/index.html line 4.
context:
1: | _elements/wrapper, title = loc(RT for
[_1],RT-Config-Get('rtname'))
2: _elements/menu
3: _elements/full_site_link
4: /
5:
code stack: /opt/rt3.6.6/share/html/m/index.html:4
/opt/rt3.6.6/share/html/autohandler:291
Any help in getting this to work appreciated.
John
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
According to earlier in the thread:
We've found the lower-bound on the extension. Looks like it's 3.8.3. And
you _really_ ought to be running at least 3.8.5 or newer.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John
Bartelt
Sent: Monday, August 09, 2010 7:14 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
From: Jesse Vincent je...@bestpractical.com
... We've only
tested this on a recent RT 3.8, but it _should_ work on older versions
of RT.
I'd like to try it with our 3.6.6 installation. The instructions say:
Add RT::Extension::MobileUI to your /opt/rt3/etc/RT_SiteConfig.pm file
Set(@Plugins, qw(RT::Extension::MobileUI));
Is that supported in 3.6? I went ahead and tried it.
Here's the error message when I try to go to /m:
System error
error: Can't locate object method Config via package RT at
/opt/rt3.6.6/share/html/m/index.html line 4.
context:
1: | _elements/wrapper, title = loc(RT for
[_1],RT-Config-Get('rtname'))
2: _elements/menu
3: _elements/full_site_link
4: /
5:
code stack: /opt/rt3.6.6/share/html/m/index.html:4
/opt/rt3.6.6/share/html/autohandler:291
Any help in getting this to work appreciated.
John
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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