[rt-users] Migration RT 3.6.3 to 3.8.8
Hi all, I'm about to migrate an old RT 3.6.3 system on a new (virtual) machine with version 3.8.8. I imported the old database (MySQL) and run the upgrade-schema-Script, no problem with that. After setting up the new system I imported another dump from the old (still in use) system. All my customizations (RT at a glance, scrips, templates, queues) have been overwritten. Is there a RT way to kind of import a database without overwriting the customizations? Is it possible to only import certain tables? Thanks and regards, David David Obando IT Projektmanager
[rt-users] Notification for reminders
Hi. I have created some reminders in our RT system, but we get no notification at the time of the reminder. This means that we have to keep watching the Reminders field at RT at a glance. Is it possible to configure RT to send out a notification e-mail to the admin-cc when a reminder occurs? /Johan
Re: [rt-users] Passing date variables as dates from the CLI
Hi Kevin, Thanks, yes I'm running it from a bash script which in turn is called from cron and the variables are substituting correctly, and I got my first automated rt queries last night on schedule :) . Next up is creating some more scheduled jobs that run through on a daily basis or maybe more often and look for content such as SPAM and deleting these, or auto-resolving tickets that are notifications about successful backup jobs that require no attention, for example. If anyone would like copies of the various scripts (bash wrapper + rt query + cron wrapper to run on the last day of the month) email me off list and I'll send you a copy. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au
[rt-users] problem with cf in spreadsheet download
Hi! my rt version is 3.8.7 and I've a problem with cf's in downloaded spreadsheets. I've defined some cf's an filled them by scrips with dates after a status change. All looks fine. right data in right cf. But when we build a search and download the result by clicking the spreadsheet button in search results the data will be shown in wrong columns. In the web-Ui all looks fine. In cli all looks fine. Only the spreadsheet is wrong. Any hints are appreciated. Cheers, Björn
[rt-users] including HTML attachments on a comment action
Hi, We're using RT 3.6.7 in one setting and in particular, we'd like to be able to 1. submit a ticket via email with a single HTML attachment (already supported) 2. view the HTML attachment inline as HTML by default (nice, but not critial) for that ticket. 3. most importantly, on comment, have the HTML attachment sent to the CC recipients as an HTML attachment (with little or no scrubbing) for that ticket in step (1). This is critical Despite using RT-Attach-Message: yes in the relevant template, this is not happening. Suggestions appreciated. Regards, Mark Blackman Exonetric
Re: [rt-users] including HTML attachments on a comment action
On 02/01/2011 06:31 AM, Mark Blackman wrote:
Hi,
We're using RT 3.6.7 in one setting and in particular, we'd like to be
able to
1. submit a ticket via email with a single HTML attachment (already
supported)
2. view the HTML attachment inline as HTML by default (nice, but not
critial) for that ticket.
3. most importantly, on comment, have the HTML attachment sent to
the CC recipients as an HTML attachment (with little or no scrubbing)
for that ticket in step (1). This is critical
Despite using RT-Attach-Message: yes in the relevant template, this
is not happening.
Suggestions appreciated.
I am not sure if this is possible in rt-3.6.x, but 3.8 added much better
html support, see: docs/templates.pod
Basically, in your templates, make sure the top contains:
Content-Type: text/html
and near the bottom where the message content is added, it has to be
changed to:
{$Transaction-Content(Type = 'text/html')}
Re: [rt-users] Migration RT 3.6.3 to 3.8.8
On Tue, Feb 01, 2011 at 09:52:49AM +0100, Obando, David DE - EV wrote: Hi all, I'm about to migrate an old RT 3.6.3 system on a new (virtual) machine with version 3.8.8. I imported the old database (MySQL) and run the upgrade-schema-Script, no problem with that. After setting up the new system I imported another dump from the old (still in use) system. All my customizations (RT at a glance, scrips, templates, queues) have been overwritten. Is there a RT way to kind of import a database without overwriting the customizations? Is it possible to only import certain tables? It sounds like you ran the 3.8 initialize step on top of your old data. You want to bring your database over, import it and run the rt-setup-database upgrade step (along with everything in UPGRADING.mysql) -kevin pgpxLuGfksdPm.pgp Description: PGP signature
Re: [rt-users] Notification for reminders
On Tue, Feb 01, 2011 at 09:55:39AM +0100, Johan Sjöberg wrote: I have created some reminders in our RT system, but we get no notification at the time of the reminder. This means that we have to keep watching the Reminders field at RT at a glance. Is it possible to configure RT to send out a notification e-mail to the admin-cc when a reminder occurs? This isn't a built-in feature of reminders, but you could use a dashboard to do it -kevin pgpiZpckKoCcR.pgp Description: PGP signature
Re: [rt-users] problem with cf in spreadsheet download
On Tue, Feb 01, 2011 at 10:51:37AM +0100, Björn Schulz wrote: my rt version is 3.8.7 and I've a problem with cf's in downloaded spreadsheets. I've defined some cf's an filled them by scrips with dates after a status change. All looks fine. right data in right cf. But when we build a search and download the result by clicking the spreadsheet button in search results the data will be shown in wrong columns. In the web-Ui all looks fine. In cli all looks fine. Only the spreadsheet is wrong. This sounds like a bug I fixed in 3.8.8 If you can't upgrade, you should be able to find the patch in git by comparing changes between 3.8.7 and 3.8.8 for Results.tsv -kevin pgp3EIMwHbWaD.pgp Description: PGP signature
Re: [rt-users] including HTML attachments on a comment action
On Tue, Feb 01, 2011 at 11:31:41AM +, Mark Blackman wrote: Hi, We're using RT 3.6.7 in one setting and in particular, we'd like to be able to 1. submit a ticket via email with a single HTML attachment (already supported) 2. view the HTML attachment inline as HTML by default (nice, but not critial) for that ticket. 3. most importantly, on comment, have the HTML attachment sent to the CC recipients as an HTML attachment (with little or no scrubbing) for that ticket in step (1). This is critical Despite using RT-Attach-Message: yes in the relevant template, this is not happening. RT-Attach-Message attaches attachments from the current transaction. It *sounds* like you added the attachment in Create or a previous comment? -kevin pgpg5WuMVpLhq.pgp Description: PGP signature
Re: [rt-users] including HTML attachments on a comment action
On 1 Feb 2011, at 12:04, Kevin Falcone wrote: On Tue, Feb 01, 2011 at 11:31:41AM +, Mark Blackman wrote: Hi, We're using RT 3.6.7 in one setting and in particular, we'd like to be able to 1. submit a ticket via email with a single HTML attachment (already supported) 2. view the HTML attachment inline as HTML by default (nice, but not critial) for that ticket. 3. most importantly, on comment, have the HTML attachment sent to the CC recipients as an HTML attachment (with little or no scrubbing) for that ticket in step (1). This is critical Despite using RT-Attach-Message: yes in the relevant template, this is not happening. RT-Attach-Message attaches attachments from the current transaction. It *sounds* like you added the attachment in Create or a previous comment? That's right, the attachment was part of the initial email submission. Currently, the 'comment' action will quote the entire original transaction (which was a Create), but does not attach the HTML attachment, which for this purpose is required. Is this possible? Do I need to tweak either the template used during 'Create' or the one used during 'Comment'. Thanks for listening. Cheers, Mark
Re: [rt-users] including HTML attachments on a comment action
On 1 Feb 2011, at 11:45, Jason A. Smith wrote:
On 02/01/2011 06:31 AM, Mark Blackman wrote:
3. most importantly, on comment, have the HTML attachment sent to
the CC recipients as an HTML attachment (with little or no scrubbing)
for that ticket in step (1). This is critical
Despite using RT-Attach-Message: yes in the relevant template, this
is not happening.
Suggestions appreciated.
I am not sure if this is possible in rt-3.6.x, but 3.8 added much better html
support, see: docs/templates.pod
Basically, in your templates, make sure the top contains:
Content-Type: text/html
and near the bottom where the message content is added, it has to be changed
to:
{$Transaction-Content(Type = 'text/html')}
hmm, ok, thanks. I don't really follow that, but I'll try it.
Cheers,
Mark
[rt-users] Bypass script validation
Hey all, I'm wondering if it's possible to bypass validation from a scrip, so that users are still shown a mandatory field but it is still possible to clear the field using DeleteCustomFieldValue. Thank you!
Re: [rt-users] Migration RT 3.6.3 to 3.8.8
Hi, maybe my first posting was mistakable. I imported the old database and setup the new system without any problems. Because the 3.6.3 system data (which still is the productive system) changes every day I wanted to dump the data again into the new system without loosing my customizations. What is the best way to do this? Regards, David -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Dienstag, 1. Februar 2011 13:02 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Migration RT 3.6.3 to 3.8.8 On Tue, Feb 01, 2011 at 09:52:49AM +0100, Obando, David DE - EV wrote: Hi all, I'm about to migrate an old RT 3.6.3 system on a new (virtual) machine with version 3.8.8. I imported the old database (MySQL) and run the upgrade-schema-Script, no problem with that. After setting up the new system I imported another dump from the old (still in use) system. All my customizations (RT at a glance, scrips, templates, queues) have been overwritten. Is there a RT way to kind of import a database without overwriting the customizations? Is it possible to only import certain tables? It sounds like you ran the 3.8 initialize step on top of your old data. You want to bring your database over, import it and run the rt-setup-database upgrade step (along with everything in UPGRADING.mysql) -kevin
Re: [rt-users] RT on OpenSUSE 11.3 64-bit w/mod_perl
Hi Mike, I was never able to figure out the cause of those segfaults on opensuse 11.3 with mod_perl and given that mod_fastcgi just worked I stopped trying to figure it out. Make sure you've configured RT for mod_fastcgi, from your configure line looks like you should be all set. Your commingling mod_perl and mod_fastcgi stuff in your apache configuration which is likely a big part of the problems you're seeing. My rt_fastcgi.conf for apache2 is below. --BEGIN-- # # RT apache configuration # # ensure the trailing slash is added # RewriteEngine on RewriteRule ^/rt$ /rt/ [R] Alias /rt /opt/rt3/bin/mason_handler.fcgi/ Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ FastCgiServer /opt/rt3/bin/mason_handler.fcgi -processes 8 -idle-timeout 120 Directory /opt/rt3 AllowOverride None Order allow,deny Allow from all /Directory --END-- -- Darin Perusich Email: darin.perus...@ctg.com Office: 716-888-3690 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Michael Coakley Sent: Friday, January 28, 2011 10:11 PM To: RT-Users@lists.bestpractical.com Subject: [rt-users] RT on OpenSUSE 11.3 64-bit w/mod_perl I'm getting a constant segfault error 4 in libc-2.11.2.so with the configuration given in the subject line. I've read the lists and found this thread : http://www.gossamer-threads.com/lists/rt/users/97348?do=post_view_thread ed#97348 I want to configure fast-cgi but the examples given in the thread don't get me there. I've also read the mod-fcgid docs and I can get fast-cgi to work but then it bombs with that it can't read the webmux.pl file in /opt/rt3/bin. I even uninstalled the RPM packages and manually installed Apache2 and mod_perl but it still is segfaulting. I configured RT with the following configure line: ./configure --with-apachectl=/usr/sbin/apache2ctl --with-web-user=wwwrun --with-web-group=www --with-rt-group=rt My Apache config for my virtual host looks like: VirtualHost x.x.x.x ServerName rt.example.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT ErrorLog /var/log/apache2/rt3-error_log TransferLog /var/log/apache2/rt3-access_log AddHandler fastcgi-script fcgi PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location / SetHandler fastcgi-script /Location Directory /opt/rt3/share/html Options FollowSymLinks AllowOverride None Order allow,deny Allow from all /Directory ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Directory /opt/rt3/bin Options +ExecCGI AllowOverride None Order allow,deny Allow from all /Directory /VirtualHost Hopefully I'm just missing something. I wish mod_perl would just work but all I need is RT to work using mod_perl or mod_fcgid. Any ideas? Thanks, Mike The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer.
Re: [rt-users] problem with cf in spreadsheet download
Hi Kevin, I'll try to upgrade... Thx, Björn Am 01.02.11 13:03, schrieb Kevin Falcone: On Tue, Feb 01, 2011 at 10:51:37AM +0100, Björn Schulz wrote: my rt version is 3.8.7 and I've a problem with cf's in downloaded spreadsheets. I've defined some cf's an filled them by scrips with dates after a status change. All looks fine. right data in right cf. But when we build a search and download the result by clicking the spreadsheet button in search results the data will be shown in wrong columns. In the web-Ui all looks fine. In cli all looks fine. Only the spreadsheet is wrong. This sounds like a bug I fixed in 3.8.8 If you can't upgrade, you should be able to find the patch in git by comparing changes between 3.8.7 and 3.8.8 for Results.tsv -kevin
[rt-users] RT Email Error
Hi All, I have started getting this error with users who email in from one certain domain. Unless they are setup as users in RT then their emails bounce saying that I need to grant everyone Create or Reply to rights to the queue (which i have). Can anyone please help me with the error. ed Nov 24 11:03:03 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412)[Mon Jan 31 09:55:38 2011] [crit]: User creation failed in mailgateway: Email address in use (/opt/rt/lib/RT/Interface/Email.pm:243) ed Nov 24 11:13:59 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412)[Mon Jan 31 09:55:39 2011] [warning]: Couldn't load user 'farr...@example.com'.giving up (/opt/rt/lib/RT/Interface/Email.pm:329) ed Nov 24 11:13:59 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412)[Mon Jan 31 09:55:39 2011] [crit]: User 'farr...@example.com' could not be loaded in the mail gateway (/opt/rt/lib/RT/Interface/Email.pm:243) ed Nov 24 11:15:44 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412)[Mon Jan 31 09:55:39 2011] [error]: RT could not load a valid user, and RT's configuration does not allow ed Nov 24 11:15:44 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412)for the creation of a new user for this email (farr...@example.com). CreateTicket (/opt/rt/lib/RT/Principal_Overlay.pm:309) You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue test. (/opt/rt/lib/RT/Interface/Email.pm:243) Thanks Mark
Re: [rt-users] Fresh Install of RT-4.0.0rc4
Forgot to mention I am by no means an Apache expert -- I actually know very little about it! :) -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Feb 1, 2011 at 10:02 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi All - I'm trying a fresh install of RT4 on Ubuntu 10.04. Right now I am getting to a page that says this: You're almost there!You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to run the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need commercial support, please contact us at sa...@bestpractical.com. That is with an httpd.conf config of: VirtualHost *:80 ServerName xxx.carthage.edu ServerAdmin mmcgr...@carthage.edu #config for your main content DocumentRoot /var/www Directory /var/www #here and in other places goes config #of your main host /Directory Alias /rt/ /opt/rt4/share/html/ Directory /opt/rt4/share/html/ Order allow,deny Allow from all /Directory #PerlRequire /opt/rt3/bin/webmux.pl #Location /rt/ #AddDefaultCharset UTF-8 #SetHandler perl-script #PerlHandler RT::Mason #/Location /VirtualHost If I change my httpd.conf to something referenced in web_deployment.pod such as: IfModule !mpm_netware_module IfModule !mpm_winnt_module #User rt #Group www /IfModule /IfModule VirtualHost rt.example.com ServerRoot /usr ServerAdmin root@localhost LoadModule authz_host_module modules/mod_authz_host.so LoadModule env_module modules/mod_env.so LoadModule alias_module modules/mod_alias.so LoadModule perl_module modules/mod_perl.so # optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm RedirectMatch permanent (.*)/$ $1/index.html DocumentRoot /opt/rt4/share/html Directory /opt/rt4/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Directory Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost My RT site doesn't run at all! I have libapache2-mod-perl2 installed. Not sure what to do now. Any help is appreciated! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Fresh Install of RT-4.0.0rc4
Hi All - I'm trying a fresh install of RT4 on Ubuntu 10.04. Right now I am getting to a page that says this: You're almost there!You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to run the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need commercial support, please contact us at sa...@bestpractical.com. That is with an httpd.conf config of: VirtualHost *:80 ServerName xxx.carthage.edu ServerAdmin mmcgr...@carthage.edu #config for your main content DocumentRoot /var/www Directory /var/www #here and in other places goes config #of your main host /Directory Alias /rt/ /opt/rt4/share/html/ Directory /opt/rt4/share/html/ Order allow,deny Allow from all /Directory #PerlRequire /opt/rt3/bin/webmux.pl #Location /rt/ #AddDefaultCharset UTF-8 #SetHandler perl-script #PerlHandler RT::Mason #/Location /VirtualHost If I change my httpd.conf to something referenced in web_deployment.pod such as: IfModule !mpm_netware_module IfModule !mpm_winnt_module #User rt #Group www /IfModule /IfModule VirtualHost rt.example.com ServerRoot /usr ServerAdmin root@localhost LoadModule authz_host_module modules/mod_authz_host.so LoadModule env_module modules/mod_env.so LoadModule alias_module modules/mod_alias.so LoadModule perl_module modules/mod_perl.so # optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm RedirectMatch permanent (.*)/$ $1/index.html DocumentRoot /opt/rt4/share/html Directory /opt/rt4/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Directory Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost My RT site doesn't run at all! I have libapache2-mod-perl2 installed. Not sure what to do now. Any help is appreciated! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] HTML attachment - transaction has no content
Hi (again)
On 31 Jan 2011, at 6:22 PM, I wrote:
When an HTML /reply/ to correspondence is sent out with an attachment, the
correct scrip fires (On Correspond Notify Requestors and Ccs) however the
requestor receives a This transaction appears to have no content email with
the attachment.
The ticket history shows the same, i.e. the HTML body portion has been
dropped. Excerpt below. Content type is text/plain, but I have no idea where
this is set for outbound mails.
I have trawled the lists, docs and wiki and seen a few references to (what
appears to be a) this bug, but I can't work out if this is a current bug or
if we aren't handling/configuring something correctly.
further to my last mail, and after going through some of the more obvious stuff
again (and templates.pod), I am now setting
Content-Type: text/html
in the template. This now delivers HTML content and the attachments in good
order, and plain text still works as expected. Just as I thought all my
problems had been solved and was going to tattoo RTFM on my right hand, my test
with an HTML email + attachment produced a duplicate message body, along with
the attachment.
So I have now gone from no message body to having a duplicate message body. I'm
also starting to think HTML emails were an elaborate prank by the same person
who invented elevator music.
any ideas?
current Correspondence template looks like this:
--
RT-Attach-Message: yes
Content-Type: text/html
{$Transaction-Content()}
--
(note: I did try {$Transaction-Content(Type = 'text/html')} as well, but this
didn't make any difference I could pick up)
Mark
Re: [rt-users] HTML attachment - transaction has no content
On 01 Feb 2011, at 7:12 PM, I wrote:
current Correspondence template looks like this:
--
RT-Attach-Message: yes
Content-Type: text/html
{$Transaction-Content()}
--
ok, so it turns out the RT-Attach-Message needs to be after the Content-Type.
Problem solved :)
Mark
Re: [rt-users] including HTML attachments on a comment action
On Tue, Feb 01, 2011 at 12:13:21PM +, Mark Blackman wrote: On 1 Feb 2011, at 12:04, Kevin Falcone wrote: On Tue, Feb 01, 2011 at 11:31:41AM +, Mark Blackman wrote: Despite using RT-Attach-Message: yes in the relevant template, this is not happening. RT-Attach-Message attaches attachments from the current transaction. It *sounds* like you added the attachment in Create or a previous comment? That's right, the attachment was part of the initial email submission. Currently, the 'comment' action will quote the entire original transaction (which was a Create), but does not attach the HTML attachment, which for this purpose is required. Is this possible? Do I need to tweak either the template used during 'Create' or the one used during 'Comment'. RT-Attach-Message will send the attachment on Create, but attaching it to the Correspond/Comment action later would take code. -kevin pgpGLG3bMh9rj.pgp Description: PGP signature
