Re: [rt-users] RT -> Multiple DB's

[Jesse Vincent]

Would "standard" replication do what you want?

ronald.higg...@gmail.com wrote:

>Hi All.
>
>Has anyone found a mechanism for RT to write to 2 different DB's but read from 
>1 ? This would be useful for testing different DB configurations without to 
>much Impact to users?
>
>Regards 
>
>Ronald Higgins 
>Sent via my BlackBerry from Vodacom - let your email find you!
>
>RT Training in Washington DC, USA on Oct 25 & 26 2010
>Last one this year -- Learn how to get the most out of RT!

-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Concise Spreadsheet Extension

[Sysadmin]

   OK so this might work, but does anyone know how to create a query 
for tickets created today?
 I see you can select a date, but how would I do a query for " the 
current days activity only, without having to go back and select "today" 
from the calender each day?


Thanks,

David
System Admin
RNS

Running RT 3.8.7




On 9/17/2010 4:11 PM, Kenneth Crocker wrote:

David,

If you're going to email it, just set the Query up on a Dashboard. No 
downloading, re-formatting or anything.


Kenn
LBNL

On Fri, Sep 17, 2010 at 2:47 PM, Sysadmin > wrote:


 Anyone know how to configure the Concise Spreadsheet Extension?
I am trying to use the extension as a means of creating a simple
daily activity report that can be emailed to management.

Thanks,

David
System Admin
RNS

Running RT 3.8.7

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Re: [rt-users] RT -> Multiple DB's

[Nick Kartsioukas]

On Fri, 17 Sep 2010 22:47:15 +, ronald.higg...@gmail.com said:
> Has anyone found a mechanism for RT to write to 2 different DB's but read
> from 1 ? This would be useful for testing different DB configurations
> without to much Impact to users?

If you're using MySQL, maybe MySQL Proxy? 
http://forge.mysql.com/wiki/MySQL_Proxy

RT Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] RT -> Multiple DB's

[ronald . higgins]

Hi All.

Has anyone found a mechanism for RT to write to 2 different DB's but read from 
1 ? This would be useful for testing different DB configurations without to 
much Impact to users?

Regards 

Ronald Higgins 
Sent via my BlackBerry from Vodacom - let your email find you!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Concise Spreadsheet Extension

[Kenneth Crocker]

David,

If you're going to email it, just set the Query up on a Dashboard. No
downloading, re-formatting or anything.

Kenn
LBNL

On Fri, Sep 17, 2010 at 2:47 PM, Sysadmin  wrote:

>  Anyone know how to configure the Concise Spreadsheet Extension?
> I am trying to use the extension as a means of creating a simple daily
> activity report that can be emailed to management.
>
> Thanks,
>
> David
> System Admin
> RNS
>
> Running RT 3.8.7
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Bulk update remove requestor wildcard?

[Mark Jenks]

Is there a way for me to bulk remove a requestor with a wildcard?

 

I have 1000's of users that look like this, and want to remove them.

 

I have already added a new requestor to them all that is generic, but
want to remove all of the extra ones so I can remove the user accounts
also.

 

phone_5703424...@iod-mas

 

I tried phon...@iod-mas and it didn't find a principal.

 

Any help?

 

Thanks!

 

 



Mark Jenks

Network Administrator

iod incorporated

mark.je...@iodincorporated.com  

920-406-3702

 


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[rt-users] Concise Spreadsheet Extension

[Sysadmin]

 Anyone know how to configure the Concise Spreadsheet Extension?
I am trying to use the extension as a means of creating a simple daily 
activity report that can be emailed to management.


Thanks,

David
System Admin
RNS

Running RT 3.8.7

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] RT Mobile

[Dustin Collins]

Hello Everyone,

I am in need of some assistance. I am trying to build support for
external authentication into my iPhone App, RT Mobile.

itms://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8

I do not have the resources to setup a server with external
authentication to test with. If someone would like to volunteer a
restricted user account for me to test with that would be extremely
helpful and would help bring the feature to RT Mobile much quicker.

Thanks
-Dustin

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Custom condition problem

[Sergey Kozhedub]

I'm testing this as user with SuperUser rights so this should not be 
permissions related.


I'll try to upgrade in the near future but have another idea:

Is it possible to distinguish between 2 resolve modes in custom condition?
One is when you click "resolve" in the ticket display 
(https://rt/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=xxx) 
and another when resolving from "Basics" 
(https://rt/Ticket/Modify.html?id=xxx)


If yes I can use one of the modes as "mute".

Thanks.

Regards,
Sergey Kozhedub

On 09/16/2010 09:32 PM, Ruslan Zakirov wrote:

Hi.

MuteResolve uses transaction custom fields which are kinda new in RT.
Either it's a bug in 3.8.4 or permissions related bug. You should try it
on 3.8.8.


16.09.2010 11:36 пользователь "Sergey Kozhedub" mailto:s...@maks.net>> написал:

Hi Ruslan,

This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm

The code is:
   foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) {

   my $Object = $args{'Object'};

   $Object = $class->new( $session{'CurrentUser'} )

   unless $Object && ref $Object eq $class;




   $Object->Load( $id ) unless ($Object->id || 0) == $id;

   unless ( $Object->id ) {

   $RT::Logger->warning("Couldn't load object $class #$id");
   next;

   }




...

But I'm not familiar with RT internals to check it...



Regards,
Sergey Kozhedub






On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:

>
> Hi,
>
> As far as I can see error is not related to the scrip. Error
happens in
> Web.pm.
>

>> 15.09.2010 2:50 пользователь "Sergey Kozhedub"
mailto:s...@maks.net>

>> написал:


>>
>> Hello all,
>>
>> I'm trying to implement MuteResolve
>> (http://wiki.bestpractical.com/view/M...

)


>>
>> What I'm doing wrong?
>>
>> Condition: User Defined
>> Action: Notify Requestors
>> Template:...




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Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page

[Kevin Falcone]

On Fri, Sep 17, 2010 at 10:21:07AM -0700, Shawn O'Connor wrote:
> Your advice helped me along in the right direction.  All of my tickets did 
> have a requestor, BUT a few were from an employee that is no longer with us 
> whose account had been disabled in RT -- so a ticket input by that person 
> showed up as having "no requestor".  Once I re-activated that person's 
> account the function you suggested worked!  Thanks.
> 
> So that begs the question -- is there some parameter I can pass that can 
> capture that exception and either ignore that the account has been disabled 
> or perhaps return a default value instead of blowing up?

Yes, you can write a loop, similar to what
MemberEmailAddressesAsString does internally.

-kevin

> --- On Fri, 9/17/10, Kevin Falcone  wrote:
> 
> > From: Kevin Falcone 
> > Subject: Re: [rt-users] Return Requestor Organization information from 
> > Dashboard "Rt at a glance" page
> > To: rt-users@lists.bestpractical.com
> > Date: Friday, September 17, 2010, 8:37 AM
> > On Fri, Sep 17, 2010 at 06:29:21AM
> > -0700, Shawn O'Connor wrote:
> > > Thanks for the quick response.  Isn't the issue
> > if there is more
> > > than one requestor?  I would just expect maybe
> > the wrong requestor
> > 
> > If First is returning undef, then you have no requestors.
> > If you had 3 requestors, it would return the first one.
> > If you want all of them, you have to loop, which is why I
> > pointed out
> > the MemberEmailAddressesAsString method
> > 
> > -kevin
> > 
> > > returned in that case.  Not the failure I'm
> > seeing.  I can't imagine
> > > a scenario where I would have more than one requestor
> > for the same
> > > ticket -- unless by accident somehow.  Wouldn't
> > you nearly always
> > > have at least one requestor?  Are you saying
> > then, that this errors
> > > out because somewhere in the list of tickets returned
> > there is at
> > > least one ticket that does not have a requestor?
> > 
> > > Thanks for the suggestion about
> > "MemberEmailAddressesAsString".  I thought so too; I
> > did play with that briefly as you may have noticed from the
> > comment on line 177, but on this I really don't know what
> > I'm doing.  Grasping at straws really.
> > > 
> > > Thanks again.
> > > 
> > > --- On Fri, 9/17/10, Kevin Falcone 
> > wrote:
> > > 
> > > > From: Kevin Falcone 
> > > > Subject: Re: [rt-users] Return Requestor
> > Organization information from Dashboard "Rt at a glance"
> > page
> > > > To: rt-users@lists.bestpractical.com
> > > > Date: Friday, September 17, 2010, 7:44 AM
> > > > On Thu, Sep 16, 2010 at 10:32:49PM
> > > > +0200, Emmanuel Lacour wrote:
> > > > > If you are sure that there is always one
> > requestor,
> > > > then use
> > > > >
> > > >
> > Requestors->UserMembersObj->First->Organization.
> > > > 
> > > > As Emmanuel said, it looks like you don't
> > actually have
> > > > requestors on
> > > > your ticket.  You'll need to write code that
> > checks
> > > > along to way to
> > > > make sure there are requestors.  I bet the
> > > > MemberEmailAddressesAsString code would be an
> > interesting
> > > > place to
> > > > start.
> > > > 
> > > > -kevin
> > > > 
> > > > 
> > > > On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn
> > O'Connor
> > > > wrote:
> > > > > Thanks for the reply back.  I had tried
> > what you
> > > > suggested previously, and I tried again per your
> > > > instructions, but I'm met with the following
> > error. 
> > > > Either I'm calling it incorrectly or that isn't
> > the right
> > > > command.  See error below:
> > > > > 
> > > > > error:   Can't call
> > > > method "Organization" on an undefined value at
> > > > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap
> > line 176.
> > > > > context:      
> > > > > ...      
> > > > > 172:      Requestors => {
> > > > > 173:      title =>
> > > > 'Requestors', # loc
> > > > > 174:      attribute =>
> > > > 'Requestor.EmailAddress',
> > > > > 175:      #value => sub {
> > > > return $_[0]->CreatorObj->Organization }
> > > > > 176:      value => sub { return
> > > >
> > $_[0]->Requestors->UserMembersObj->First->Organization
> > > > }
> > > > > 177:      #value => sub {
> > > > return
> > $_[0]->Requestors->MemberEmailAddressesAsString
> > > > }
> > > > > 178:      },
> > > > > 179:      Cc => {
> > > > > 180:      title => 'Cc', # loc
> > > > > ...      
> > > > > code stack:     
> > > >
> > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> > > > >
> > /opt/rt3/share/html/Elements/CollectionList:125
> > > > > /opt/rt3/share/html/Elements/ShowSearch:54
> > > > > /opt/rt3/share/html/Widgets/TitleBox:51
> > > > > /opt/rt3/share/html/Elements/ShowSearch:55
> > > > > /opt/rt3/share/html/Elements/MyRT:95
> > > > > /opt/rt3/share/html/index.html:86
> > > > > /opt/rt3/share/html/autohandler:311
> > > > > raw error
> > > > > 
> > > > > Thanks for your help!
> > > > > 
> > > > > 
> > > > >       
> > > > > 
> > > > > RT Training in Washington DC, USA on Oct 25
> > & 26
> > > > 2010
> > > > > 

Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page

[Shawn O'Connor]

Your advice helped me along in the right direction.  All of my tickets did have 
a requestor, BUT a few were from an employee that is no longer with us whose 
account had been disabled in RT -- so a ticket input by that person showed up 
as having "no requestor".  Once I re-activated that person's account the 
function you suggested worked!  Thanks.

So that begs the question -- is there some parameter I can pass that can 
capture that exception and either ignore that the account has been disabled or 
perhaps return a default value instead of blowing up?

Thanks again.

--- On Fri, 9/17/10, Kevin Falcone  wrote:

> From: Kevin Falcone 
> Subject: Re: [rt-users] Return Requestor Organization information from 
> Dashboard "Rt at a glance" page
> To: rt-users@lists.bestpractical.com
> Date: Friday, September 17, 2010, 8:37 AM
> On Fri, Sep 17, 2010 at 06:29:21AM
> -0700, Shawn O'Connor wrote:
> > Thanks for the quick response.  Isn't the issue
> if there is more
> > than one requestor?  I would just expect maybe
> the wrong requestor
> 
> If First is returning undef, then you have no requestors.
> If you had 3 requestors, it would return the first one.
> If you want all of them, you have to loop, which is why I
> pointed out
> the MemberEmailAddressesAsString method
> 
> -kevin
> 
> > returned in that case.  Not the failure I'm
> seeing.  I can't imagine
> > a scenario where I would have more than one requestor
> for the same
> > ticket -- unless by accident somehow.  Wouldn't
> you nearly always
> > have at least one requestor?  Are you saying
> then, that this errors
> > out because somewhere in the list of tickets returned
> there is at
> > least one ticket that does not have a requestor?
> 
> > Thanks for the suggestion about
> "MemberEmailAddressesAsString".  I thought so too; I
> did play with that briefly as you may have noticed from the
> comment on line 177, but on this I really don't know what
> I'm doing.  Grasping at straws really.
> > 
> > Thanks again.
> > 
> > --- On Fri, 9/17/10, Kevin Falcone 
> wrote:
> > 
> > > From: Kevin Falcone 
> > > Subject: Re: [rt-users] Return Requestor
> Organization information from Dashboard "Rt at a glance"
> page
> > > To: rt-users@lists.bestpractical.com
> > > Date: Friday, September 17, 2010, 7:44 AM
> > > On Thu, Sep 16, 2010 at 10:32:49PM
> > > +0200, Emmanuel Lacour wrote:
> > > > If you are sure that there is always one
> requestor,
> > > then use
> > > >
> > >
> Requestors->UserMembersObj->First->Organization.
> > > 
> > > As Emmanuel said, it looks like you don't
> actually have
> > > requestors on
> > > your ticket.  You'll need to write code that
> checks
> > > along to way to
> > > make sure there are requestors.  I bet the
> > > MemberEmailAddressesAsString code would be an
> interesting
> > > place to
> > > start.
> > > 
> > > -kevin
> > > 
> > > 
> > > On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn
> O'Connor
> > > wrote:
> > > > Thanks for the reply back.  I had tried
> what you
> > > suggested previously, and I tried again per your
> > > instructions, but I'm met with the following
> error. 
> > > Either I'm calling it incorrectly or that isn't
> the right
> > > command.  See error below:
> > > > 
> > > > error:   Can't call
> > > method "Organization" on an undefined value at
> > > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap
> line 176.
> > > > context:      
> > > > ...      
> > > > 172:      Requestors => {
> > > > 173:      title =>
> > > 'Requestors', # loc
> > > > 174:      attribute =>
> > > 'Requestor.EmailAddress',
> > > > 175:      #value => sub {
> > > return $_[0]->CreatorObj->Organization }
> > > > 176:      value => sub { return
> > >
> $_[0]->Requestors->UserMembersObj->First->Organization
> > > }
> > > > 177:      #value => sub {
> > > return
> $_[0]->Requestors->MemberEmailAddressesAsString
> > > }
> > > > 178:      },
> > > > 179:      Cc => {
> > > > 180:      title => 'Cc', # loc
> > > > ...      
> > > > code stack:     
> > >
> /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> > > >
> /opt/rt3/share/html/Elements/CollectionList:125
> > > > /opt/rt3/share/html/Elements/ShowSearch:54
> > > > /opt/rt3/share/html/Widgets/TitleBox:51
> > > > /opt/rt3/share/html/Elements/ShowSearch:55
> > > > /opt/rt3/share/html/Elements/MyRT:95
> > > > /opt/rt3/share/html/index.html:86
> > > > /opt/rt3/share/html/autohandler:311
> > > > raw error
> > > > 
> > > > Thanks for your help!
> > > > 
> > > > 
> > > >       
> > > > 
> > > > RT Training in Washington DC, USA on Oct 25
> & 26
> > > 2010
> > > > Last one this year -- Learn how to get the
> most out of
> > > RT!
> > > 
> > > 
> > > -Inline Attachment Follows-
> > > 
> > > 
> > > RT Training in Washington DC, USA on Oct 25 &
> 26 2010
> > > Last one this year -- Learn how to get the most
> out of
> > > RT!
> > 
> > 
> >       
> > 
> > RT Training in Washington DC, USA on Oct 25 & 26
> 2010
> > Last one this year -- Learn how to get the most out of
> RT!
> 
> -

Re: [rt-users] Change Custom Field layout

[Dennis]

On Fri, Sep 17, 2010 at 9:58 AM, Ron Tyro  wrote:
> Hi,
>
> If I understand what you are requesting, to display all your custom fields
> in a single row, have a look at /html/Tickets/Elements/EditCustomFields

Thanks Ron! I was looking for this info earlier too.  I just may not
have phrased it as well as Kobus.

Dennis

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Change Custom Field layout

[Ron Tyro]

Hi,

If I understand what you are requesting, to display all your custom 
fields in a single row, have a look at 
/html/Tickets/Elements/EditCustomFields


Thanks,
Ron

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Read Only fields

[Ahmed, Mohammed Naweed (LNG-BCT)]

Thanks Kenn,  but I think I was not able to explain my question
properly. 

 

I want to display the message: "For urgent resolution of this issue,
please call XXX-XXX-" 

 

I want it to be displayed when user is trying to create the ticket.

 

Naweed Ahmed

 



From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Friday, September 17, 2010 12:22 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Read Only fields

 

Ahmed,

Sure. Create a Custom Field and when setting up rights, do NOT grant
"ModifyCustomField", just "SeeCustomField" and then apply it to the
Queues you want. Then write a scrip that adds the "text value you want"
it to have when a ticket is created. If you make the scrip on a Queue by
Queue basis, you can alter the text per Queue.

Kenn
LBNL

On Fri, Sep 17, 2010 at 6:09 AM, Ahmed, Mohammed Naweed (LNG-BCT)
 wrote:

 

Is there a way of displaying instructions on a ticket. I want to display
some 'Read only' text for the user creating the ticket. Is it possible?

 

Thanks

Naweed Ahmed

Consulting Software Engineer

 



The information contained in this e-mail message is intended only for
the personal and confidential use of the recipient(s) named above. This
message may be an attorney-client communication and/or work product and
as such is privileged and confidential. If the reader of this message is
not the intended recipient or an agent responsible for delivering it to
the intended recipient, you are hereby notified that you have received
this document in error and that any review, dissemination, distribution,
or copying of this message is strictly prohibited. If you have received
this communication in error, please notify us immediately by e-mail, and
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-
The information contained in this e-mail message is intended only
for the personal and confidential use of the recipient(s) named
above. This message may be an attorney-client communication and/or
work product and as such is privileged and confidential. If the
reader of this message is not the intended recipient or an agent
responsible for delivering it to the intended recipient, you are
hereby notified that you have received this document in error and
that any review, dissemination, distribution, or copying of this
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delete the original message.
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Re: [rt-users] Read Only fields

[Kenneth Crocker]

Ahmed,

Sure. Create a Custom Field and when setting up rights, do NOT grant
"ModifyCustomField", just "SeeCustomField" and then apply it to the Queues
you want. Then write a scrip that adds the "text value you want" it to have
when a ticket is *created*. If you make the scrip on a Queue by Queue basis,
you can alter the text per Queue.

Kenn
LBNL

On Fri, Sep 17, 2010 at 6:09 AM, Ahmed, Mohammed Naweed (LNG-BCT) <
naweedmohammed.ah...@lexisnexis.com> wrote:

>
>
> Is there a way of displaying instructions on a ticket. I want to display
> some ‘Read only’ text for the user creating the ticket. Is it possible?
>
>
>
> Thanks
>
> *Naweed Ahmed***
>
> Consulting Software Engineer
>
>
>
> --
>
> * The information contained in this e-mail message is intended only for
> the personal and confidential use of the recipient(s) named above. This
> message may be an attorney-client communication and/or work product and as
> such is privileged and confidential. If the reader of this message is not
> the intended recipient or an agent responsible for delivering it to the
> intended recipient, you are hereby notified that you have received this
> document in error and that any review, dissemination, distribution, or
> copying of this message is strictly prohibited. If you have received this
> communication in error, please notify us immediately by e-mail, and delete
> the original message. *
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Owner does not get emails.

[Kevin Falcone]

On Fri, Sep 17, 2010 at 10:47:14AM -0500, Ashrock wrote:
>You have suggested to check the mail configuration. as i am facing the 
> problem of automatic
>ticket creation from an external requests.
>Do you mean, if a ticket is not created automatically from an external 
> Email address, then it
>would be problem with mail configuration, and not with RT_SiteConfig. ?
>If you send to the email address mentioned on the queue, then it comes 
> directly to the email
>address created, than being recorded as a ticket and creating a ticket 
> automatically.
>Do we need to write a scrip even for that, or does it go through RT.

Presumably internal mail goes:

mail client -> mail server -> RT server

and works?  If it doesn't work, don't bother testing with gmail yet.

gmail will go

gmail -> MX server -> depends a lot on your configuration -> RT server

You care about that 3rd part, which is site-specific knowledge that
nobody on this list is going to be able to guess.

Your original RT_SiteConfig and MTA configuration was very confused
because you were mixing inbound and outbound email, so it is really
hard for anyone to follow how your mail setup works.

-kevin


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Re: [rt-users] Owner does not get emails.

[Ashrock]

 You have suggested to check the mail configuration. as i am facing the 
problem of automatic ticket creation from an external requests.
Do you mean, if a ticket is not created automatically from an external 
Email address, then it would be problem with mail configuration, and not 
with RT_SiteConfig. ?
If you send to the email address mentioned on the queue, then it comes 
directly to the email address created, than being recorded as a ticket 
and creating a ticket automatically.

Do we need to write a scrip even for that, or does it go through RT.

Thanks.


On 9/17/2010 10:21 AM, Kevin Falcone wrote:

On Fri, Sep 17, 2010 at 10:10:30AM -0500, Ashrock wrote:

Did you check my RT_SiteConfig.pm, the LDAP connection does not work. I 
have mentioned the
apache2 error log below.
I have configured the RT_SiteConfig.pm as instructed, do i have to put the 
username blank ?
and the password too.

[Fri Sep 17 15:06:56 2010] [critical]: 
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj :
Cannot connect to server.ammc.local

That error seems straightforward, and is unrelated to the mail
conversation we've been having.

If you search the mailing list archives, you'll find plenty of methods
for debugging a failed ldap connection.

-kevin



RT Training in Washington DC, USA on Oct 25&  26 2010
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Re: [rt-users] Owner does not get emails.

[Ashrock]

 Thank you Kevin.
That will help. Thank you for helping out.

I will look at it.

On 9/17/2010 10:21 AM, Kevin Falcone wrote:

On Fri, Sep 17, 2010 at 10:10:30AM -0500, Ashrock wrote:

Did you check my RT_SiteConfig.pm, the LDAP connection does not work. I 
have mentioned the
apache2 error log below.
I have configured the RT_SiteConfig.pm as instructed, do i have to put the 
username blank ?
and the password too.

[Fri Sep 17 15:06:56 2010] [critical]: 
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj :
Cannot connect to server.ammc.local

That error seems straightforward, and is unrelated to the mail
conversation we've been having.

If you search the mailing list archives, you'll find plenty of methods
for debugging a failed ldap connection.

-kevin



RT Training in Washington DC, USA on Oct 25&  26 2010
Last one this year -- Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Owner does not get emails.

[Kevin Falcone]

On Fri, Sep 17, 2010 at 10:10:30AM -0500, Ashrock wrote:
>Did you check my RT_SiteConfig.pm, the LDAP connection does not work. I 
> have mentioned the
>apache2 error log below.
>I have configured the RT_SiteConfig.pm as instructed, do i have to put the 
> username blank ?
>and the password too.
> 
>[Fri Sep 17 15:06:56 2010] [critical]: 
> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj :
>Cannot connect to server.ammc.local

That error seems straightforward, and is unrelated to the mail
conversation we've been having.

If you search the mailing list archives, you'll find plenty of methods
for debugging a failed ldap connection.

-kevin


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Re: [rt-users] RT Queue's cached?

[Kevin Falcone]

On Fri, Sep 17, 2010 at 08:17:56AM -0700, Jon Davis wrote:
>As previously noted, I can manually visit the "log out" URL and that seems 
> to end the session
>in RT's mind, thereby clearing the cache. So is there anyway to get the 
> logout link back? Or
>put one on the dashboard manually?

Hack the Logout element to ignore your configuration changes.
Read the wiki for tips on doing that cleanly.

-kevin

>On Fri, Sep 17, 2010 at 05:39, Kevin Falcone 
> <[1]falc...@bestpractical.com> wrote:
> 
>  On Thu, Sep 16, 2010 at 04:30:17PM -0700, Jon Davis wrote:
>  > Problem: I'm use $WebExternalAuth, with Apache/LDAP. I don't even have 
> a logout button. If
>  I
>  > use a different browser, it shows (of course, since I am in a 
> different session). If I
>  wait,
>  > it will eventually show up.
> 
>  Assuming you're doing basic auth with apache, the only way to log out
>  is by closing your browser. RT can't affect things at that level.
> 
>  -kevin
>  > I have tried manually going to $RT/NoAuth/Logout.html - It shows me a 
> logout screen, then
>  > kicks me back to "login", which of course ends with me back in the 
> app. The cache seems to
>  be
>  > cleared, and my queues show up. So I've got a "hack" solution, is 
> there any way to put the
>  > logout button back into play, or one manually on the dashboard? 
> Preferably without having
>  to
>  > hack through the guts of RT, because I'd like to not break my 
> upgradeability.
>  >
>  > Thanks for your help!
>  > -Jon
>  >
>  > On Thu, Sep 16, 2010 at 10:32, Kevin Falcone 
> <[1][2]falc...@bestpractical.com> wrote:
>  >
>  > On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
>  > > try clearing the cache from your browser.
>  >
>  > This is unlikely to be the problem
>  > As reported by someone else, the queue list is cached in your session.
>  > Log out and log back in
>  >
>  > -kevin
>  > > On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis 
> <[1][2][3]maill...@konsoletek.com> wrote:
>  > >
>  > > I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I 
> discovered in my
>  > > setup/configuration of the Queue's I want... that everything is 
> being massively cached.
>  I
>  > > make changes to the queues, even as far as disabling them... and 
> nothing happens.
>  Nothing
>  > > happens in that I go back to the main page, stab hard-refresh - and 
> the list doesn't
>  > change.
>  > > I can go and restart apache, and the list doesn't change. The ONLY 
> way I can get them
>  > > updated is if I go into RT_SiteConfig.pm and change $rtname. But as 
> soon as I change
>  that
>  > > back to the name it should be - it goes back to the old cached list. 
> Though I will note,
>  > if
>  > > I go into Preferences, the "Default Queue" drop down is up to date.
>  > >
>  > > I am confused to all hell why this is happening and where this is 
> coming from. I have
>  not
>  > > set anything in RT_SiteConfig relating to cache. I've googled about 
> and I can find very
>  > > little relating to RT and caching. I even tried following the 
> "CleanMasonCache"
>  > information
>  > > from the wiki. No dice. If anyone has some pointers, I'd love to 
> hear it.
>  > > -Jon
>  > >
>  > > RT Training in Washington DC, USA on Oct 25 & 26 2010
>  > > Last one this year -- Learn how to get the most out of RT!
>  > >
>  > > References
>  > >
>  > > Visible links
>  > > 1. mailto:[3][4]maill...@konsoletek.com
>  > >
>  > > RT Training in Washington DC, USA on Oct 25 & 26 2010
>  > > Last one this year -- Learn how to get the most out of RT!
>  >
>  > RT Training in Washington DC, USA on Oct 25 & 26 2010
>  > Last one this year -- Learn how to get the most out of RT!
>  >
>  > References
>  >
>  > Visible links
>  > 1. mailto:[5]falc...@bestpractical.com
>  > 2. mailto:[6]maill...@konsoletek.com
>  > 3. mailto:[7]maill...@konsoletek.com
> 
>  >
>  > RT Training in Washington DC, USA on Oct 25 & 26 2010
>  > Last one this year -- Learn how to get the most out of RT!
> 
>  RT Training in Washington DC, USA on Oct 25 & 26 2010
>  Last one this year -- Learn how to get the most out of RT!
> 
> References
> 
>Visible links
>1. mailto:falc...@bestpractical.com
>2. mailto:falc...@bestpractical.com
>3. mailto:maill...@konsoletek.com
>4. mailto:maill...@konsoletek.com
>5. mailto:falc...@bestpractical.com
>6. mailto:maill...@konsoletek.com
>7. mailto:maill...@konsoletek.com

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



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Re: [rt-users] RT Queue's cached?

[Jon Davis]

As previously noted, I can manually visit the "log out" URL and that seems
to end the session in RT's mind, thereby clearing the cache.  So is there
anyway to get the logout link back? Or put one on the dashboard manually?

-Jon


On Fri, Sep 17, 2010 at 05:39, Kevin Falcone wrote:

> On Thu, Sep 16, 2010 at 04:30:17PM -0700, Jon Davis wrote:
> >Problem: I'm use $WebExternalAuth, with Apache/LDAP. I don't even have
> a logout button. If I
> >use a different browser, it shows (of course, since I am in a
> different session). If I wait,
> >it will eventually show up.
>
> Assuming you're doing basic auth with apache, the only way to log out
> is by closing your browser.  RT can't affect things at that level.
>
> -kevin
>
> >I have tried manually going to $RT/NoAuth/Logout.html - It shows me a
> logout screen, then
> >kicks me back to "login", which of course ends with me back in the
> app. The cache seems to be
> >cleared, and my queues show up. So I've got a "hack" solution, is
> there any way to put the
> >logout button back into play, or one manually on the dashboard?
> Preferably without having to
> >hack through the guts of RT, because I'd like to not break my
> upgradeability.
> >
> >Thanks for your help!
> >-Jon
> >
> >On Thu, Sep 16, 2010 at 10:32, Kevin Falcone <[1]
> falc...@bestpractical.com> wrote:
> >
> >  On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
> >  > try clearing the cache from your browser.
> >
> >  This is unlikely to be the problem
> >  As reported by someone else, the queue list is cached in your
> session.
> >  Log out and log back in
> >
> >  -kevin
> >  > On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis <[1][2]
> maill...@konsoletek.com> wrote:
> >  >
> >  > I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I
> discovered in my
> >  > setup/configuration of the Queue's I want... that everything is
> being massively cached. I
> >  > make changes to the queues, even as far as disabling them... and
> nothing happens. Nothing
> >  > happens in that I go back to the main page, stab hard-refresh -
> and the list doesn't
> >  change.
> >  > I can go and restart apache, and the list doesn't change. The ONLY
> way I can get them
> >  > updated is if I go into RT_SiteConfig.pm and change $rtname. But
> as soon as I change that
> >  > back to the name it should be - it goes back to the old cached
> list. Though I will note,
> >  if
> >  > I go into Preferences, the "Default Queue" drop down is up to
> date.
> >  >
> >  > I am confused to all hell why this is happening and where this is
> coming from. I have not
> >  > set anything in RT_SiteConfig relating to cache. I've googled
> about and I can find very
> >  > little relating to RT and caching. I even tried following the
> "CleanMasonCache"
> >  information
> >  > from the wiki. No dice. If anyone has some pointers, I'd love to
> hear it.
> >  > -Jon
> >  >
> >  > RT Training in Washington DC, USA on Oct 25 & 26 2010
> >  > Last one this year -- Learn how to get the most out of RT!
> >  >
> >  > References
> >  >
> >  > Visible links
> >  > 1. mailto:[3]maill...@konsoletek.com
> >  >
> >  > RT Training in Washington DC, USA on Oct 25 & 26 2010
> >  > Last one this year -- Learn how to get the most out of RT!
> >
> >  RT Training in Washington DC, USA on Oct 25 & 26 2010
> >  Last one this year -- Learn how to get the most out of RT!
> >
> > References
> >
> >Visible links
> >1. mailto:falc...@bestpractical.com
> >2. mailto:maill...@konsoletek.com
> >3. mailto:maill...@konsoletek.com
>
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

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Re: [rt-users] Owner does not get emails.

[Ashrock]

 Did you check my RT_SiteConfig.pm, the LDAP connection does not work. 
I have mentioned the apache2 error log below.
I have configured the RT_SiteConfig.pm as instructed, do i have to put 
the username blank ?

and the password too.

[Fri Sep 17 15:06:56 2010] [critical]: 
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 
server.ammc.local 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[Fri Sep 17 15:06:56 2010] [error]: FAILED LOGIN for amh from 
10.10.0.132 (/opt/rt3/share/html/autohandler:265)
[Fri Sep 17 15:07:01 2010] [critical]: 
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 
server.ammc.local 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[Fri Sep 17 15:07:01 2010] [error]: FAILED LOGIN for amh from 
10.10.0.132 (/opt/rt3/share/html/autohandler:265)
[Fri Sep 17 15:07:06 2010] [critical]: 
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 
server.ammc.local 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[Fri Sep 17 15:07:06 2010] [error]: FAILED LOGIN for amh from 
10.10.0.132 (/opt/rt3/share/html/autohandler:265)



On 9/17/2010 9:10 AM, Kevin Falcone wrote:

On Fri, Sep 17, 2010 at 09:02:01AM -0500, Ashrock wrote:

No, there isn't any scrip saying "On Create, Notify Owner", probably i need 
to create one !

If you want to notify the owner, then yes


It is sending mail to the creator, and also the owner. But when i select a 
nobody as a owner,
i don't understand where does the mail go to.

Go back to Configuration ->  Global ->  Scrips
Anything that has On Create will send mail On Create.
Nobody means there is no owner, so of course no mail will be sent to
the owner.


Also when i sent an email from a external SMTP
server like GMAIL, it does not record on the RT mail queue, neither does it 
give back a ticket
creation notification. Neither does it send a rejection notification.

Sounds like a problem with your mail configuration


Do i have to modify any settings. I understood what a notify actor does 
now. Do i have to use
sendmail instead of a sendmailpipe. Coz i  have mailpipes created in 
master.cf for different
queues.

You're confusing inbound and outbound mail again.

$MailCommand is used for outbound mail, so setting sendmail or
sendmailpipe is incapable of affecting inbound mail.

-kevin



RT Training in Washington DC, USA on Oct 25&  26 2010
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Re: [rt-users] Owner does not get emails.

[Kevin Falcone]

On Fri, Sep 17, 2010 at 09:02:01AM -0500, Ashrock wrote:
>No, there isn't any scrip saying "On Create, Notify Owner", probably i 
> need to create one !

If you want to notify the owner, then yes

>It is sending mail to the creator, and also the owner. But when i select a 
> nobody as a owner,
>i don't understand where does the mail go to. 

Go back to Configuration -> Global -> Scrips
Anything that has On Create will send mail On Create.
Nobody means there is no owner, so of course no mail will be sent to
the owner.

>Also when i sent an email from a external SMTP
>server like GMAIL, it does not record on the RT mail queue, neither does 
> it give back a ticket
>creation notification. Neither does it send a rejection notification.

Sounds like a problem with your mail configuration

>Do i have to modify any settings. I understood what a notify actor does 
> now. Do i have to use
>sendmail instead of a sendmailpipe. Coz i  have mailpipes created in 
> master.cf for different
>queues.

You're confusing inbound and outbound mail again.

$MailCommand is used for outbound mail, so setting sendmail or
sendmailpipe is incapable of affecting inbound mail.

-kevin


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Re: [rt-users] RTFM 2.4.3r1 status?

[Kevin Falcone]

On Fri, Sep 17, 2010 at 09:44:48AM -0400, Steve McStravick wrote:
>Link: [1]File-List
> 
>Just wondering what the status is for this release.
> 
>I would like to upgrade from RT 3.8.6 to RT 3.8.8, but I read that RTFM 
> 2.4.2 has problems
>with the latest RT 3.8.8 version.
> 
> 
> 
>I know BestPractical doesn't generally promise release date, but since 
> RTFM 2.4.3rc1 has been
>out for a bit more than a month, I'm wondering if the status is...
> 
>"Found Problems, so needs more work" or "Looking good, so should be out 
> soon"

Nobody has reported bugs with it.  Please give it a try on a test system and
let us know how it goes.

-kevin


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Re: [rt-users] Owner does not get emails.

[Ashrock]

 No, there isn't any scrip saying "On Create, Notify Owner", probably i 
need to create one !


Yeah, when i send a request to the queue email, it does not record on 
the queue, neither does it create a ticket.


I have made a mistake in rt-mailgate-queue... yeah now i realize that it 
should have a space and a "-" added between mailgate and queue.


It is sending mail to the creator, and also the owner. But when i select 
a nobody as a owner, i don't understand where does the mail go to. Also 
when i sent an email from a external SMTP server like GMAIL, it does not 
record on the RT mail queue, neither does it give back a ticket creation 
notification. Neither does it send a rejection notification.


Do i have to modify any settings. I understood what a notify actor does 
now. Do i have to use sendmail instead of a sendmailpipe. Coz i  have 
mailpipes created in master.cf for different queues.


master.cf:

rt-its   unix  -   n   n  - -  pipe

flags= user=rt-its argv=/opt/rt3/bin/rt-mailgate  --queue ITS 
--action correspond  --url http://10.10.10.10:443/


rt-comment   unix  -   nn  - -  pipe

flags= user=rt-comment argv=/opt/rt3/bin/rt-mailgate  --queue ITS  
--action comment --url https://10.10.10.10:443/


rt-mktg  unix   -   n   n   -   -   pipe

flags= user=rt-mktg argv=/opt/rt3/bin/rt-mailgate  --queue 
marketing --action correspond  --url http://10.10.10.10:443/


rt-los  unix-   n   n   -   -   pipe

flags= user=rt-los argv=/opt/rt3/bin/rt-mailgate  --queue 
loanofficer --action correspond  --url http://10.10.10.10:443/



On 9/17/2010 8:39 AM, Kevin Falcone wrote:

On Fri, Sep 17, 2010 at 08:32:54AM -0500, Ashrock wrote:

I didnot create a new scrip to notify the administrator.

I meant, if you select an owner to a ticket, the ticket created 
notification is not going to
the owner, Do i need to write a scrip for that.

Configuration ->  Global ->  Scrips
Do you have one that says "On Create, Notify Owner" ?


And when nobody is selected as owner, i was assuming that it should go to 
the queue address i
created on the queue which it does not do.

No.  The queue address is the address that you send mail TO to create
tickets in RT.  If RT emailed that address, then it would create an
infinite loop.


Set ($NotifyActor, 0);
Isn't that  a setting to notify the creator of the ticket.?

I'll copy the documentation.  Although it appears your problem really
is that you didn't understand the correspond address or scrips.

=item C<$NotifyActor>

By default, RT doesn't notify the person who performs an update, as
they already know what they've done. If you'd like to change this
behaviour, Set C<$NotifyActor>  to 1

=cut



rt-its : "|/opt/rt3/bin/rt-mailgate-queue ITS --action correspond --url
[1]http://10.10.10.10:443";
rt-comment : "|/opt/rt3/bin/rt-mailgate-queue ITS --action comment --url
[2]http://10.10.10.10:443";
rt-mktg : "|opt/rt3/bin/rt-mailgate-queue marketing --action correspond 
--url
[3]http://10.10.10.10:443";
rt-los :"||opt/rt3/bin/rt-mailgate-queue loanofficer --action correspond 
--url
[4]http://10.10.10.10:443";

I probably got confused as i read many similar documents before configuring 
RT. and one of
them said to use either a sendmail or sendmailpipe and while using 
sendmailpipe to mention
that "-t" in the next line.

What is rt-mailgate-queue?  That is not a program that ships with RT.
The README that ships with RT contains a functioning mailgate example,
you appear to have deleted a very important space and -

-kevin



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[rt-users] RTFM 2.4.3r1 status?

[Steve McStravick]

Just wondering what the status is for this release.
I would like to upgrade from RT 3.8.6 to RT 3.8.8, but I read that RTFM
2.4.2 has problems with the latest RT 3.8.8 version.
 
I know BestPractical doesn't generally promise release date, but since RTFM
2.4.3rc1 has been out for a bit more than a month, I'm wondering if the
status is...
"Found Problems, so needs more work" or "Looking good, so should be out
soon"
 
Any insight?
 
Thanks,
Steve

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Re: [rt-users] LDAP in 3.0 Beta

[Kevin Falcone]

On Fri, Sep 17, 2010 at 09:35:33AM -0400, Vance Walsh wrote:
>Has anyone gotten this working as of yet from a fresh install? If so I 
> could use some guidance
>as the 2.4 manual doc just isn't working for me.

3.0 of what?  2.4 of what?  LDAP doing what?

-kevin


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Re: [rt-users] Owner does not get emails.

[Kevin Falcone]

On Fri, Sep 17, 2010 at 08:32:54AM -0500, Ashrock wrote:
>I didnot create a new scrip to notify the administrator.
> 
>I meant, if you select an owner to a ticket, the ticket created 
> notification is not going to
>the owner, Do i need to write a scrip for that.

Configuration -> Global -> Scrips
Do you have one that says "On Create, Notify Owner" ?

>And when nobody is selected as owner, i was assuming that it should go to 
> the queue address i
>created on the queue which it does not do.

No.  The queue address is the address that you send mail TO to create
tickets in RT.  If RT emailed that address, then it would create an
infinite loop.

>Set ($NotifyActor, 0);
>Isn't that  a setting to notify the creator of the ticket.?

I'll copy the documentation.  Although it appears your problem really
is that you didn't understand the correspond address or scrips.

=item C<$NotifyActor>

By default, RT doesn't notify the person who performs an update, as
they already know what they've done. If you'd like to change this
behaviour, Set C<$NotifyActor> to 1

=cut


>rt-its : "|/opt/rt3/bin/rt-mailgate-queue ITS --action correspond --url
>[1]http://10.10.10.10:443";
>rt-comment : "|/opt/rt3/bin/rt-mailgate-queue ITS --action comment --url
>[2]http://10.10.10.10:443";
>rt-mktg : "|opt/rt3/bin/rt-mailgate-queue marketing --action correspond 
> --url
>[3]http://10.10.10.10:443";
>rt-los :"||opt/rt3/bin/rt-mailgate-queue loanofficer --action correspond 
> --url
>[4]http://10.10.10.10:443";
> 
>I probably got confused as i read many similar documents before 
> configuring RT. and one of
>them said to use either a sendmail or sendmailpipe and while using 
> sendmailpipe to mention
>that "-t" in the next line.

What is rt-mailgate-queue?  That is not a program that ships with RT.
The README that ships with RT contains a functioning mailgate example,
you appear to have deleted a very important space and -

-kevin


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Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page

[Kevin Falcone]

On Fri, Sep 17, 2010 at 06:29:21AM -0700, Shawn O'Connor wrote:
> Thanks for the quick response.  Isn't the issue if there is more
> than one requestor?  I would just expect maybe the wrong requestor

If First is returning undef, then you have no requestors.
If you had 3 requestors, it would return the first one.
If you want all of them, you have to loop, which is why I pointed out
the MemberEmailAddressesAsString method

-kevin

> returned in that case.  Not the failure I'm seeing.  I can't imagine
> a scenario where I would have more than one requestor for the same
> ticket -- unless by accident somehow.  Wouldn't you nearly always
> have at least one requestor?  Are you saying then, that this errors
> out because somewhere in the list of tickets returned there is at
> least one ticket that does not have a requestor?

> Thanks for the suggestion about "MemberEmailAddressesAsString".  I thought so 
> too; I did play with that briefly as you may have noticed from the comment on 
> line 177, but on this I really don't know what I'm doing.  Grasping at straws 
> really.
> 
> Thanks again.
> 
> --- On Fri, 9/17/10, Kevin Falcone  wrote:
> 
> > From: Kevin Falcone 
> > Subject: Re: [rt-users] Return Requestor Organization information from 
> > Dashboard "Rt at a glance" page
> > To: rt-users@lists.bestpractical.com
> > Date: Friday, September 17, 2010, 7:44 AM
> > On Thu, Sep 16, 2010 at 10:32:49PM
> > +0200, Emmanuel Lacour wrote:
> > > If you are sure that there is always one requestor,
> > then use
> > >
> > Requestors->UserMembersObj->First->Organization.
> > 
> > As Emmanuel said, it looks like you don't actually have
> > requestors on
> > your ticket.  You'll need to write code that checks
> > along to way to
> > make sure there are requestors.  I bet the
> > MemberEmailAddressesAsString code would be an interesting
> > place to
> > start.
> > 
> > -kevin
> > 
> > 
> > On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn O'Connor
> > wrote:
> > > Thanks for the reply back.  I had tried what you
> > suggested previously, and I tried again per your
> > instructions, but I'm met with the following error. 
> > Either I'm calling it incorrectly or that isn't the right
> > command.  See error below:
> > > 
> > > error:   Can't call
> > method "Organization" on an undefined value at
> > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 176.
> > > context:      
> > > ...      
> > > 172:      Requestors => {
> > > 173:      title =>
> > 'Requestors', # loc
> > > 174:      attribute =>
> > 'Requestor.EmailAddress',
> > > 175:      #value => sub {
> > return $_[0]->CreatorObj->Organization }
> > > 176:      value => sub { return
> > $_[0]->Requestors->UserMembersObj->First->Organization
> > }
> > > 177:      #value => sub {
> > return $_[0]->Requestors->MemberEmailAddressesAsString
> > }
> > > 178:      },
> > > 179:      Cc => {
> > > 180:      title => 'Cc', # loc
> > > ...      
> > > code stack:     
> > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> > > /opt/rt3/share/html/Elements/CollectionList:125
> > > /opt/rt3/share/html/Elements/ShowSearch:54
> > > /opt/rt3/share/html/Widgets/TitleBox:51
> > > /opt/rt3/share/html/Elements/ShowSearch:55
> > > /opt/rt3/share/html/Elements/MyRT:95
> > > /opt/rt3/share/html/index.html:86
> > > /opt/rt3/share/html/autohandler:311
> > > raw error
> > > 
> > > Thanks for your help!
> > > 
> > > 
> > >       
> > > 
> > > RT Training in Washington DC, USA on Oct 25 & 26
> > 2010
> > > Last one this year -- Learn how to get the most out of
> > RT!
> > 
> > 
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> > Last one this year -- Learn how to get the most out of
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> 
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[rt-users] LDAP in 3.0 Beta

[Vance Walsh]

Has anyone gotten this working as of yet from a fresh install? If so I could
use some guidance as the 2.4 manual doc just isn't working for me.

Thanks in advance

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.


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Re: [rt-users] Owner does not get emails.

[Ashrock]

 I didnot create a new scrip to notify the administrator.

I meant, if you select an owner to a ticket, the ticket created 
notification is not going to the owner, Do i need to write a scrip for that.
And when nobody is selected as owner, i was assuming that it should go 
to the queue address i created on the queue which it does not do.


Set ($NotifyActor, 0);

Isn't that  a setting to notify the creator of the ticket.?

I was thinking that it had something to do with my alias file. It is 
down below.


aliases:
 /etc/aliases
mailer-daemon: postmaster
postmaster: root
nobody: root
hostmaster: root
usenet: root
news: root
webmaster: root
www: root
ftp: root
abuse: root
noc: root
security: root
root: foktem
rt-its : "|/opt/rt3/bin/rt-mailgate-queue ITS --action correspond --url 
http://10.10.10.10:443";
rt-comment : "|/opt/rt3/bin/rt-mailgate-queue ITS --action comment --url 
http://10.10.10.10:443";
rt-mktg : "|opt/rt3/bin/rt-mailgate-queue marketing --action correspond 
--url http://10.10.10.10:443";
rt-los :"||opt/rt3/bin/rt-mailgate-queue loanofficer --action correspond 
--url http://10.10.10.10:443";



I probably got confused as i read many similar documents before 
configuring RT. and one of them said to use either a sendmail or 
sendmailpipe and while using sendmailpipe to mention that "-t" in the 
next line.




On 9/17/2010 8:11 AM, Kevin Falcone wrote:

On Fri, Sep 17, 2010 at 07:50:07AM -0500, Ashrock wrote:

  Isn't it the administrator or the owner should be notified that a
ticket is created.

Do you have a new Scrip to notify an Administrator?
Or did you mean AdminCc
Did you assign an owner at ticket creation

I'll quote what I said:

Set($NotifyActor, 0);

You probably want to read up on this setting

You probably want to read up on that setting


I did not installed any other package other than RT. It started
executing RT-mailgate in the bin folder to send out email.

rt-mailgate is not used to send mail and RT would not use it to send
mail.  It is used to inject mail into RT to create tickets.
Please note, you are not running rt-mailgate, you are running
rt-mailgate-queue which is not a command RT installs.  Most likely,
your alias file is wrong.


Don't i have to pick one between a sendmail or sendmailpipe?

The point is that
@MailCommand, 'sendmailpipe'
is not valid RT configuration syntax
There are at least 2 problems with it.

-kevin


On 9/17/2010 7:38 AM, Kevin Falcone wrote:

On Thu, Sep 16, 2010 at 03:23:43PM -0500, Ashrock wrote:



I am dealing with this problem since installation. I received
confirmation of request emails as a creator, also as a AdminCc or
Cc, on the ticket list. But the administrator, root, or the owner
never gets an email about the ticket has been created.

You've not said why administrator root or the owner should get emails


failure. Command output: local: fatal: execvp
/opt/rt3/bin/rt-mailgate-queue: No such file or directory )

that isn't an RT installed file, why are you executing it?


@MailCommand , 'sendmailpipe';
$SendMailArguments = "-oi -t";
$SendmailPath = "/usr/sbin/sendmail";
$SenderMustExistInExternaDatabase = undef;

This isn't RT_SiteConfig.pm syntax


-kevin



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Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page

[Shawn O'Connor]

Thanks for the quick response.  Isn't the issue if there is more than one 
requestor?  I would just expect maybe the wrong requestor returned in that 
case.  Not the failure I'm seeing.  I can't imagine a scenario where I would 
have more than one requestor for the same ticket -- unless by accident somehow. 
 Wouldn't you nearly always have at least one requestor?  Are you saying then, 
that this errors out because somewhere in the list of tickets returned there is 
at least one ticket that does not have a requestor?

Thanks for the suggestion about "MemberEmailAddressesAsString".  I thought so 
too; I did play with that briefly as you may have noticed from the comment on 
line 177, but on this I really don't know what I'm doing.  Grasping at straws 
really.

Thanks again.

--- On Fri, 9/17/10, Kevin Falcone  wrote:

> From: Kevin Falcone 
> Subject: Re: [rt-users] Return Requestor Organization information from 
> Dashboard "Rt at a glance" page
> To: rt-users@lists.bestpractical.com
> Date: Friday, September 17, 2010, 7:44 AM
> On Thu, Sep 16, 2010 at 10:32:49PM
> +0200, Emmanuel Lacour wrote:
> > If you are sure that there is always one requestor,
> then use
> >
> Requestors->UserMembersObj->First->Organization.
> 
> As Emmanuel said, it looks like you don't actually have
> requestors on
> your ticket.  You'll need to write code that checks
> along to way to
> make sure there are requestors.  I bet the
> MemberEmailAddressesAsString code would be an interesting
> place to
> start.
> 
> -kevin
> 
> 
> On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn O'Connor
> wrote:
> > Thanks for the reply back.  I had tried what you
> suggested previously, and I tried again per your
> instructions, but I'm met with the following error. 
> Either I'm calling it incorrectly or that isn't the right
> command.  See error below:
> > 
> > error:   Can't call
> method "Organization" on an undefined value at
> /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 176.
> > context:      
> > ...      
> > 172:      Requestors => {
> > 173:      title =>
> 'Requestors', # loc
> > 174:      attribute =>
> 'Requestor.EmailAddress',
> > 175:      #value => sub {
> return $_[0]->CreatorObj->Organization }
> > 176:      value => sub { return
> $_[0]->Requestors->UserMembersObj->First->Organization
> }
> > 177:      #value => sub {
> return $_[0]->Requestors->MemberEmailAddressesAsString
> }
> > 178:      },
> > 179:      Cc => {
> > 180:      title => 'Cc', # loc
> > ...      
> > code stack:     
> /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> > /opt/rt3/share/html/Elements/CollectionList:125
> > /opt/rt3/share/html/Elements/ShowSearch:54
> > /opt/rt3/share/html/Widgets/TitleBox:51
> > /opt/rt3/share/html/Elements/ShowSearch:55
> > /opt/rt3/share/html/Elements/MyRT:95
> > /opt/rt3/share/html/index.html:86
> > /opt/rt3/share/html/autohandler:311
> > raw error
> > 
> > Thanks for your help!
> > 
> > 
> >       
> > 
> > RT Training in Washington DC, USA on Oct 25 & 26
> 2010
> > Last one this year -- Learn how to get the most out of
> RT!
> 
> 
> -Inline Attachment Follows-
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
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> RT!


  

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Re: [rt-users] Owner does not get emails.

[Kevin Falcone]

On Fri, Sep 17, 2010 at 07:50:07AM -0500, Ashrock wrote:
>  Isn't it the administrator or the owner should be notified that a
> ticket is created.

Do you have a new Scrip to notify an Administrator?
Or did you mean AdminCc
Did you assign an owner at ticket creation

I'll quote what I said:
> >>Set($NotifyActor, 0);
> >You probably want to read up on this setting

You probably want to read up on that setting

> I did not installed any other package other than RT. It started
> executing RT-mailgate in the bin folder to send out email.

rt-mailgate is not used to send mail and RT would not use it to send
mail.  It is used to inject mail into RT to create tickets.
Please note, you are not running rt-mailgate, you are running
rt-mailgate-queue which is not a command RT installs.  Most likely,
your alias file is wrong.

> Don't i have to pick one between a sendmail or sendmailpipe?

The point is that
@MailCommand, 'sendmailpipe'
is not valid RT configuration syntax
There are at least 2 problems with it.

-kevin

> On 9/17/2010 7:38 AM, Kevin Falcone wrote:
> >On Thu, Sep 16, 2010 at 03:23:43PM -0500, Ashrock wrote:
> >
> >
> >>I am dealing with this problem since installation. I received
> >>confirmation of request emails as a creator, also as a AdminCc or
> >>Cc, on the ticket list. But the administrator, root, or the owner
> >>never gets an email about the ticket has been created.
> >You've not said why administrator root or the owner should get emails
> >
> >>failure. Command output: local: fatal: execvp
> >>/opt/rt3/bin/rt-mailgate-queue: No such file or directory )
> >that isn't an RT installed file, why are you executing it?
> >
> >>@MailCommand , 'sendmailpipe';
> >>$SendMailArguments = "-oi -t";
> >>$SendmailPath = "/usr/sbin/sendmail";
> >>$SenderMustExistInExternaDatabase = undef;
> >This isn't RT_SiteConfig.pm syntax
> >
> >
> >-kevin
> >
> >
> >
> >RT Training in Washington DC, USA on Oct 25&  26 2010
> >Last one this year -- Learn how to get the most out of RT!



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[rt-users] Read Only fields

[Ahmed, Mohammed Naweed (LNG-BCT)]

 

Is there a way of displaying instructions on a ticket. I want to display
some 'Read only' text for the user creating the ticket. Is it possible?

 

Thanks

Naweed Ahmed

Consulting Software Engineer

 




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Re: [rt-users] Owner does not get emails.

[Ashrock]

 Isn't it the administrator or the owner should be notified that a 
ticket is created.


I did not installed any other package other than RT. It started 
executing RT-mailgate in the bin folder to send out email.


The requestor does get an email back.

Don't i have to pick one between a sendmail or sendmailpipe?


On 9/17/2010 7:38 AM, Kevin Falcone wrote:

On Thu, Sep 16, 2010 at 03:23:43PM -0500, Ashrock wrote:



I am dealing with this problem since installation. I received
confirmation of request emails as a creator, also as a AdminCc or
Cc, on the ticket list. But the administrator, root, or the owner
never gets an email about the ticket has been created.

You've not said why administrator root or the owner should get emails


failure. Command output: local: fatal: execvp
/opt/rt3/bin/rt-mailgate-queue: No such file or directory )

that isn't an RT installed file, why are you executing it?


@MailCommand , 'sendmailpipe';
$SendMailArguments = "-oi -t";
$SendmailPath = "/usr/sbin/sendmail";
$SenderMustExistInExternaDatabase = undef;

This isn't RT_SiteConfig.pm syntax


Set($NotifyActor, 0);

You probably want to read up on this setting

-kevin



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Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page

[Kevin Falcone]

On Thu, Sep 16, 2010 at 10:32:49PM +0200, Emmanuel Lacour wrote:
> If you are sure that there is always one requestor, then use
> Requestors->UserMembersObj->First->Organization.

As Emmanuel said, it looks like you don't actually have requestors on
your ticket.  You'll need to write code that checks along to way to
make sure there are requestors.  I bet the
MemberEmailAddressesAsString code would be an interesting place to
start.

-kevin


On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn O'Connor wrote:
> Thanks for the reply back.  I had tried what you suggested previously, and I 
> tried again per your instructions, but I'm met with the following error.  
> Either I'm calling it incorrectly or that isn't the right command.  See error 
> below:
> 
> error:Can't call method "Organization" on an undefined value at 
> /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 176.
> context:  
> ...   
> 172:  Requestors => {
> 173:  title => 'Requestors', # loc
> 174:  attribute => 'Requestor.EmailAddress',
> 175:  #value => sub { return $_[0]->CreatorObj->Organization }
> 176:  value => sub { return 
> $_[0]->Requestors->UserMembersObj->First->Organization }
> 177:  #value => sub { return 
> $_[0]->Requestors->MemberEmailAddressesAsString }
> 178:  },
> 179:  Cc => {
> 180:  title => 'Cc', # loc
> ...   
> code stack:   /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> /opt/rt3/share/html/Elements/CollectionList:125
> /opt/rt3/share/html/Elements/ShowSearch:54
> /opt/rt3/share/html/Widgets/TitleBox:51
> /opt/rt3/share/html/Elements/ShowSearch:55
> /opt/rt3/share/html/Elements/MyRT:95
> /opt/rt3/share/html/index.html:86
> /opt/rt3/share/html/autohandler:311
> raw error
> 
> Thanks for your help!
> 
> 
>   
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Change Custom Field layout

[Kevin Falcone]

On Fri, Sep 17, 2010 at 12:37:38AM +0100, Kobus Bensch - No Sig wrote:
>Can anybody help with this as I dont have a clue of what to do and where 
> to do it. Some
>pointers would be helpful.

You quoted my reply, but didn't reply to it.

-kevin

>On 16/09/2010 18:41, Kevin Falcone wrote:
> 
>  On Wed, Sep 15, 2010 at 10:46:40AM +, Kobus Bensch wrote:
> 
>  Hello everyone
> 
>  I need to change the Custom field layout. I have a few fields which
>  I can see, but it is all listed in a 2 column display. Some of my
>  CF's I have changed to be bigger and it is now overlapping on the
>  right. So ideally I would like just one column, not 2.
> 
>  'Changed' how?
>  You're going to have to overlay code to make 1 column
> 
>  -kevin
> 
> 
>  Can anybody advise as to where I can change this please?
> 
>  Thanks
> 
>  Kobus
> 
>  Best Regards
>  Kobus Bensch
>  Fullnet Solutions LTD
> 
>  Sent from my BlackBerry(R) wireless device
> 
>  RT Training in Washington DC, USA on Oct 25 & 26 2010
>  Last one this year -- Learn how to get the most out of RT!
> 
> 
> 
>  RT Training in Washington DC, USA on Oct 25 & 26 2010
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> 
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Re: [rt-users] RT Queue's cached?

[Kevin Falcone]

On Thu, Sep 16, 2010 at 04:30:17PM -0700, Jon Davis wrote:
>Problem: I'm use $WebExternalAuth, with Apache/LDAP. I don't even have a 
> logout button. If I
>use a different browser, it shows (of course, since I am in a different 
> session). If I wait,
>it will eventually show up.

Assuming you're doing basic auth with apache, the only way to log out
is by closing your browser.  RT can't affect things at that level.

-kevin

>I have tried manually going to $RT/NoAuth/Logout.html - It shows me a 
> logout screen, then
>kicks me back to "login", which of course ends with me back in the app. 
> The cache seems to be
>cleared, and my queues show up. So I've got a "hack" solution, is there 
> any way to put the
>logout button back into play, or one manually on the dashboard? Preferably 
> without having to
>hack through the guts of RT, because I'd like to not break my 
> upgradeability.
> 
>Thanks for your help!
>-Jon
> 
>On Thu, Sep 16, 2010 at 10:32, Kevin Falcone 
> <[1]falc...@bestpractical.com> wrote:
> 
>  On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
>  > try clearing the cache from your browser.
> 
>  This is unlikely to be the problem
>  As reported by someone else, the queue list is cached in your session.
>  Log out and log back in
> 
>  -kevin
>  > On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis 
> <[1][2]maill...@konsoletek.com> wrote:
>  >
>  > I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I 
> discovered in my
>  > setup/configuration of the Queue's I want... that everything is being 
> massively cached. I
>  > make changes to the queues, even as far as disabling them... and 
> nothing happens. Nothing
>  > happens in that I go back to the main page, stab hard-refresh - and 
> the list doesn't
>  change.
>  > I can go and restart apache, and the list doesn't change. The ONLY way 
> I can get them
>  > updated is if I go into RT_SiteConfig.pm and change $rtname. But as 
> soon as I change that
>  > back to the name it should be - it goes back to the old cached list. 
> Though I will note,
>  if
>  > I go into Preferences, the "Default Queue" drop down is up to date.
>  >
>  > I am confused to all hell why this is happening and where this is 
> coming from. I have not
>  > set anything in RT_SiteConfig relating to cache. I've googled about 
> and I can find very
>  > little relating to RT and caching. I even tried following the 
> "CleanMasonCache"
>  information
>  > from the wiki. No dice. If anyone has some pointers, I'd love to hear 
> it.
>  > -Jon
>  >
>  > RT Training in Washington DC, USA on Oct 25 & 26 2010
>  > Last one this year -- Learn how to get the most out of RT!
>  >
>  > References
>  >
>  > Visible links
>  > 1. mailto:[3]maill...@konsoletek.com
>  >
>  > RT Training in Washington DC, USA on Oct 25 & 26 2010
>  > Last one this year -- Learn how to get the most out of RT!
> 
>  RT Training in Washington DC, USA on Oct 25 & 26 2010
>  Last one this year -- Learn how to get the most out of RT!
> 
> References
> 
>Visible links
>1. mailto:falc...@bestpractical.com
>2. mailto:maill...@konsoletek.com
>3. mailto:maill...@konsoletek.com

> 
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Re: [rt-users] Owner does not get emails.

[Kevin Falcone]

On Thu, Sep 16, 2010 at 03:23:43PM -0500, Ashrock wrote:


> I am dealing with this problem since installation. I received
> confirmation of request emails as a creator, also as a AdminCc or
> Cc, on the ticket list. But the administrator, root, or the owner
> never gets an email about the ticket has been created.

You've not said why administrator root or the owner should get emails

> failure. Command output: local: fatal: execvp
> /opt/rt3/bin/rt-mailgate-queue: No such file or directory )

that isn't an RT installed file, why are you executing it?

> @MailCommand , 'sendmailpipe';
> $SendMailArguments = "-oi -t";
> $SendmailPath = "/usr/sbin/sendmail";
> $SenderMustExistInExternaDatabase = undef;

This isn't RT_SiteConfig.pm syntax

> Set($NotifyActor, 0);

You probably want to read up on this setting

-kevin


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Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page

[Shawn O'Connor]

Thanks for the reply back.  I had tried what you suggested previously, and I 
tried again per your instructions, but I'm met with the following error.  
Either I'm calling it incorrectly or that isn't the right command.  See error 
below:

error:  Can't call method "Organization" on an undefined value at 
/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 176.
context:
... 
172:Requestors => {
173:title => 'Requestors', # loc
174:attribute => 'Requestor.EmailAddress',
175:#value => sub { return $_[0]->CreatorObj->Organization }
176:value => sub { return 
$_[0]->Requestors->UserMembersObj->First->Organization }
177:#value => sub { return $_[0]->Requestors->MemberEmailAddressesAsString }
178:},
179:Cc => {
180:title => 'Cc', # loc
... 
code stack: /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
/opt/rt3/share/html/Elements/CollectionList:125
/opt/rt3/share/html/Elements/ShowSearch:54
/opt/rt3/share/html/Widgets/TitleBox:51
/opt/rt3/share/html/Elements/ShowSearch:55
/opt/rt3/share/html/Elements/MyRT:95
/opt/rt3/share/html/index.html:86
/opt/rt3/share/html/autohandler:311
raw error

Thanks for your help!


  

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Re: [rt-users] Custom condition problem

[Sergey Kozhedub]

I'm testing this from user with SuperUser rights so this should not be 
permissions related.


I'll try to upgrade in the near future but have another idea:

Is it possible to distinguish between 2 resolve modes in custom condition?
One is when you click "resolve" in the ticket display 
(https://rt/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=xxx) 
and another when resolving from "Basics" 
(https://rt/Ticket/Modify.html?id=xxx)


If yes I can use one of the modes as "mute".

Thanks.

Regards,
Sergey Kozhedub



On 09/16/2010 09:32 PM, Ruslan Zakirov wrote:

Hi.

MuteResolve uses transaction custom fields which are kinda new in RT.
Either it's a bug in 3.8.4 or permissions related bug. You should try it
on 3.8.8.


16.09.2010 11:36 пользователь "Sergey Kozhedub" mailto:s...@maks.net>> написал:

Hi Ruslan,

This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm

The code is:
   foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) {

   my $Object = $args{'Object'};

   $Object = $class->new( $session{'CurrentUser'} )

   unless $Object && ref $Object eq $class;




   $Object->Load( $id ) unless ($Object->id || 0) == $id;

   unless ( $Object->id ) {

   $RT::Logger->warning("Couldn't load object $class #$id");
   next;

   }




...

But I'm not familiar with RT internals to check it...



Regards,
Sergey Kozhedub






On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:

>
> Hi,
>
> As far as I can see error is not related to the scrip. Error
happens in
> Web.pm.
>

>> 15.09.2010 2:50 пользователь "Sergey Kozhedub"
mailto:s...@maks.net>

>> написал:


>>
>> Hello all,
>>
>> I'm trying to implement MuteResolve
>> (http://wiki.bestpractical.com/view/M...

)


>>
>> What I'm doing wrong?
>>
>> Condition: User Defined
>> Action: Notify Requestors
>> Template:...




RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the m...




RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!