Re: [rt-users] RTx::BecomeUser feature
On Tue, 12 Jul 2011, Kevin Falcone wrote: On Tue, Jul 12, 2011 at 04:19:18PM +0200, Raphaël MOUNEYRES wrote: Hi, I installed the extension RTx::BecomUser on my 3.8.8 RT, and the option displayed as expected in the menu. I can choose someone to become, and can see the Congratulation messages, as well as the name changing on the top bar. But this is short success as i have configured RT to have Apache Authentication for pages... so as soon as i click on another page, i become myself again Is there any way to keep the selected user active with apache auth, or may i be a new feature for this plugin ? Unfortunately, this isn't a BPS extension, so you probably need to ping the author about it. I modified becomeuser to fit our needs - and to work with the way RTs sessionhandling changed some versions back. Not sure if it will work with Apache Auth though. Attaching our BecomeUser.html. Mvh, Mikal Gule USIT/GAP/W3D TEXT/html; name=BecomeUser.html: Unrecognized 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT Installation and corrupted RT Graphics??
No, I didn't. What is the best practice? Also what about rt? Am I mean to run it under the rt user or the root user? What permissions should I assign to mason_data/obj/ ? Kevin Falcone-2 wrote: On Thu, Jul 21, 2011 at 08:56:09AM -0700, nanastasiou wrote: Actually even on port 8080 I get permission errors. At the moment I am running both rt+apache under the root account. Am I meant to create a seperate user account to run them on? Apache by default starts as root but drops privileges. Did you really override that to force it to run as root all the time? As noted, your permissions in mason_data/obj/ need to be fixed -kevin Kevin Falcone-2 wrote: On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote: Ok, Just noticed that if i use port 8080 none of those error messages come up. Is this the port I am meant to use with RT ? RT runs on the port you configure it to use. As pointed out later in the thread, your error comes because of mixing permissions. I assume you're running rt-server on 8080 as root and apache on 80 as non-root and that'll break your permissions -kevin 2011 Training: http://bestpractical.com/services/training.html -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32108602.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32114346.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT Installation and corrupted RT Graphics??
ok, it's now fine. it had to do with selinux preventing rt from working properly. how do i go from here now? any tutorial on creating groups/users etc nanastasiou wrote: No, I didn't. What is the best practice? Also what about rt? Am I mean to run it under the rt user or the root user? What permissions should I assign to mason_data/obj/ ? Kevin Falcone-2 wrote: On Thu, Jul 21, 2011 at 08:56:09AM -0700, nanastasiou wrote: Actually even on port 8080 I get permission errors. At the moment I am running both rt+apache under the root account. Am I meant to create a seperate user account to run them on? Apache by default starts as root but drops privileges. Did you really override that to force it to run as root all the time? As noted, your permissions in mason_data/obj/ need to be fixed -kevin Kevin Falcone-2 wrote: On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote: Ok, Just noticed that if i use port 8080 none of those error messages come up. Is this the port I am meant to use with RT ? RT runs on the port you configure it to use. As pointed out later in the thread, your error comes because of mixing permissions. I assume you're running rt-server on 8080 as root and apache on 80 as non-root and that'll break your permissions -kevin 2011 Training: http://bestpractical.com/services/training.html -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32108602.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32114652.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT Installation and corrupted RT Graphics??
ok, it's now fine. it had to do with selinux preventing rt from working properly. how do i go from here now? any tutorial on creating groups/users etc? nanastasiou wrote: No, I didn't. What is the best practice? Also what about rt? Am I mean to run it under the rt user or the root user? What permissions should I assign to mason_data/obj/ ? Kevin Falcone-2 wrote: On Thu, Jul 21, 2011 at 08:56:09AM -0700, nanastasiou wrote: Actually even on port 8080 I get permission errors. At the moment I am running both rt+apache under the root account. Am I meant to create a seperate user account to run them on? Apache by default starts as root but drops privileges. Did you really override that to force it to run as root all the time? As noted, your permissions in mason_data/obj/ need to be fixed -kevin Kevin Falcone-2 wrote: On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote: Ok, Just noticed that if i use port 8080 none of those error messages come up. Is this the port I am meant to use with RT ? RT runs on the port you configure it to use. As pointed out later in the thread, your error comes because of mixing permissions. I assume you're running rt-server on 8080 as root and apache on 80 as non-root and that'll break your permissions -kevin 2011 Training: http://bestpractical.com/services/training.html -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32108602.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32114653.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT Installation and corrupted RT Graphics??
HI, apache2 uses by default www-data group (as far as i know, by default) my maison_data/obj is: owned by www-data (www-data) has readwrite Group: www-data has readwrite others: none so it would be a chmod -R 660 /maison_data/obj and a chown -R www-data:www-data /maison_data/obj Hope this helps. Regards, Daniel -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of nanastasiou Sent: Friday, July 22, 2011 1:55 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New RT Installation and corrupted RT Graphics?? [faked-from][auto-ip] ok, it's now fine. it had to do with selinux preventing rt from working properly. how do i go from here now? any tutorial on creating groups/users etc? nanastasiou wrote: No, I didn't. What is the best practice? Also what about rt? Am I mean to run it under the rt user or the root user? What permissions should I assign to mason_data/obj/ ? Kevin Falcone-2 wrote: On Thu, Jul 21, 2011 at 08:56:09AM -0700, nanastasiou wrote: Actually even on port 8080 I get permission errors. At the moment I am running both rt+apache under the root account. Am I meant to create a seperate user account to run them on? Apache by default starts as root but drops privileges. Did you really override that to force it to run as root all the time? As noted, your permissions in mason_data/obj/ need to be fixed -kevin Kevin Falcone-2 wrote: On Thu, Jul 21, 2011 at 04:07:58AM -0700, nanastasiou wrote: Ok, Just noticed that if i use port 8080 none of those error messages come up. Is this the port I am meant to use with RT ? RT runs on the port you configure it to use. As pointed out later in the thread, your error comes because of mixing permissions. I assume you're running rt-server on 8080 as root and apache on 80 as non-root and that'll break your permissions -kevin 2011 Training: http://bestpractical.com/services/training.html -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics- --tp32068825p32108602.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp3206 8825p32114653.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT Installation and corrupted RT Graphics??
Look at the wiki and give google a chance for buy the rt essentials book best regards john -- View this message in context: http://old.nabble.com/New-RT-Installation-and-corrupted-RT-Graphics---tp32068825p32114997.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] JSGantt Patch Issue
Hello Everybody RT-Extension-JSGantt vers. 0.12 I tried to install JSGannt on rt 3.8.8 . it works tried to install on rt 3.8.9 . doesn't work tried to install on rt 4.0.1 works due to individual cicrumstances we decide to use the rt 3.8.9 version so... steps i have done : 1. installed via readme instruction 2. patch the js file 3. update the css und js file with patching the jsgantt.js and jsgantt.css files .. but due to this process there come severel errors Command: patch -p1 jsgantt.diff Hunk #1 FAILED at 49. 1 out of 1 hunk FAILED -- saving rejects to file html/NoAuth/css/jsgantt.css.rej patching file html/NoAuth/js/jsgantt.js Hunk #1 FAILED at 573. Hunk #2 FAILED at 1113. Hunk #3 FAILED at 1132. Hunk #4 FAILED at 1159. Hunk #5 FAILED at 1247. Hunk #6 FAILED at 1910. Hunk #7 FAILED at 1984. Hunk #8 FAILED at 1992. Hunk #9 FAILED at 2019. 9 out of 9 hunks FAILED -- saving rejects to file html/NoAuth/js/jsgantt.js.rej So whats going wrong here ? best regards john -- View this message in context: http://old.nabble.com/JSGantt-Patch-Issue-tp32115025p32115025.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Suppressing priority messages
Hello all, We have a RT escalation script which is run every hour to increase the priority level of a ticket. In doing so, it creates a lot of noise within the work order itself, placing Enoch Root - Priority changed everytime its increased. I was wondering if its possible to suppress those messages? RT version: 4.0.1 Thanks, Jason 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Suppressing priority messages
On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote: Hello all, We have a RT escalation script which is run every hour to increase the priority level of a ticket. In doing so, it creates a lot of noise within the work order itself, placing Enoch Root - Priority changed everytime its increased. I was wondering if its possible to suppress those messages? Without knowing what the script does, that's hard to say. One of the RT::Actions available to rt-crontool has a skip the transaction message, the other doesn't. If you've written custom code, you can steal the skipping code from the correct RT::Action -kevin pgpGJWW5mmq4x.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Suppressing priority messages
Here is the code, I believe this was custom written by a previous employee:
#!/usr/bin/perl
use strict;
use warnings;
# Points to the RT4 library
use lib (/opt/rt4/lib,/opt/rt4/local/lib);
my $crontool = /opt/rt4/bin/rt-crontool;
package RT;
use RT::Interface::CLI qw(CleanEnv);
#Clean our the environment
CleanEnv();
# Load the RT configuration
RT::LoadConfig();
# Initialise RT
RT::Init();
my $queues = new RT::Queues($RT::SystemUser);
$queues-LimitToEnabled();
while (my $queue = $queues-Next) {
my $queuename = $queue-Name;
system($crontool --search RT::Search::ActiveTicketsInQueue .
--search-arg \$queuename\ .
--action RT::Action::EscalatePriority);
}
$RT::Handle-Disconnect();
exit 0;
On 07/22/2011 09:04 AM, Kevin Falcone wrote:
On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
Hello all,
We have a RT escalation script which is run every hour to
increase the priority level of a ticket. In doing so, it creates a
lot of noise within the work order itself, placing Enoch Root -
Priority changed everytime its increased. I was wondering if its
possible to suppress those messages?
Without knowing what the script does, that's hard to say.
One of the RT::Actions available to rt-crontool has a skip the
transaction message, the other doesn't. If you've written custom
code, you can steal the skipping code from the correct RT::Action
-kevin
2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Suppressing priority messages
On Fri, Jul 22, 2011 at 09:15:22AM -0400, Jason Brown wrote:
Here is the code, I believe this was custom written by a previous employee:
Read the docs for EscalatePriority vs LinearEscalate (you can perldoc
the .pm files in your RT tree).
LinearEscalate can be silent, but uses a different algorithm.
If you can't change algorithms, you can port the features of
LinearEscalate to EscalatePriority and send in a patch
-kevin
#!/usr/bin/perl
use strict;
use warnings;
# Points to the RT4 library
use lib (/opt/rt4/lib,/opt/rt4/local/lib);
my $crontool = /opt/rt4/bin/rt-crontool;
package RT;
use RT::Interface::CLI qw(CleanEnv);
#Clean our the environment
CleanEnv();
# Load the RT configuration
RT::LoadConfig();
# Initialise RT
RT::Init();
my $queues = new RT::Queues($RT::SystemUser);
$queues-LimitToEnabled();
while (my $queue = $queues-Next) {
my $queuename = $queue-Name;
system($crontool --search RT::Search::ActiveTicketsInQueue .
--search-arg \$queuename\ .
--action RT::Action::EscalatePriority);
}
$RT::Handle-Disconnect();
exit 0;
On 07/22/2011 09:04 AM, Kevin Falcone wrote:
On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
Hello all,
We have a RT escalation script which is run every hour to
increase the priority level of a ticket. In doing so, it creates a
lot of noise within the work order itself, placing Enoch Root -
Priority changed everytime its increased. I was wondering if its
possible to suppress those messages?
Without knowing what the script does, that's hard to say.
One of the RT::Actions available to rt-crontool has a skip the
transaction message, the other doesn't. If you've written custom
code, you can steal the skipping code from the correct RT::Action
-kevin
2011 Training: [1]http://bestpractical.com/services/training.html
References
Visible links
1. http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
pgpAr46DJt696.pgp
Description: PGP signature
2011 Training: http://bestpractical.com/services/training.html
[rt-users] Updating RT's name
HI all, I'm going through a conversion right now. We are upgrading from 3.2.1 to 3.8.11. We are also updating the hardware... and URL to RT. Old.rt.com new.rt.com So the issue I need to resolve... active tickets from old.rt.com will have emails coming in to update those active tickets. their subject line will have [old.rt.com #ticketid] I need those emails to update the ticket in new.rt.com. But, new.rt.comdoesn't recognize [ old.rt.com #ticketid] it's looking for [new.rt.com #ticketid] There has to be a way to trick RT... Thoughts? Thanks in advance for any input! -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Suppressing priority messages
Thanks Kevin, that fixed my issue.
On 07/22/2011 09:53 AM, Kevin Falcone wrote:
On Fri, Jul 22, 2011 at 09:15:22AM -0400, Jason Brown wrote:
Here is the code, I believe this was custom written by a previous employee:
Read the docs for EscalatePriority vs LinearEscalate (you can perldoc
the .pm files in your RT tree).
LinearEscalate can be silent, but uses a different algorithm.
If you can't change algorithms, you can port the features of
LinearEscalate to EscalatePriority and send in a patch
-kevin
#!/usr/bin/perl
use strict;
use warnings;
# Points to the RT4 library
use lib (/opt/rt4/lib,/opt/rt4/local/lib);
my $crontool = /opt/rt4/bin/rt-crontool;
package RT;
use RT::Interface::CLI qw(CleanEnv);
#Clean our the environment
CleanEnv();
# Load the RT configuration
RT::LoadConfig();
# Initialise RT
RT::Init();
my $queues = new RT::Queues($RT::SystemUser);
$queues-LimitToEnabled();
while (my $queue = $queues-Next) {
my $queuename = $queue-Name;
system($crontool --search RT::Search::ActiveTicketsInQueue .
--search-arg \$queuename\ .
--action RT::Action::EscalatePriority);
}
$RT::Handle-Disconnect();
exit 0;
On 07/22/2011 09:04 AM, Kevin Falcone wrote:
On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
Hello all,
We have a RT escalation script which is run every hour to
increase the priority level of a ticket. In doing so, it creates a
lot of noise within the work order itself, placing Enoch Root -
Priority changed everytime its increased. I was wondering if its
possible to suppress those messages?
Without knowing what the script does, that's hard to say.
One of the RT::Actions available to rt-crontool has a skip the
transaction message, the other doesn't. If you've written custom
code, you can steal the skipping code from the correct RT::Action
-kevin
2011 Training: [1]http://bestpractical.com/services/training.html
References
Visible links
1. http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Suppressing priority messages
On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote: Hello all, We have a RT escalation script which is run every hour to increase the priority level of a ticket. In doing so, it creates a lot of noise within the work order itself, placing Enoch Root - Priority changed everytime its increased. I was wondering if its possible to suppress those messages? RT version: 4.0.1 Thanks, Jason Hi Jason, I would be very interested in how your workflow handles the priority escalation every hour. We tried escalating the priority daily, but since no additional resources were actually tied to the ticket priority, the end result was to have most non-trivial tickets sitting at the maximum priority. The way we dealt with the priority change messages was to add a full headers and a brief headers button on the ticket display. The default was brief which did not display most of the internal bookkeeping changes. This also improved the display speed. Regards, Ken 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] JSGantt Patch Issue
Just a thought... Maybe try 3.8.11 Maybe JSGantt will work there? Good luck! Mike. On Fri, Jul 22, 2011 at 8:47 AM, john s. firesk...@gmx.de wrote: Hello Everybody RT-Extension-JSGantt vers. 0.12 I tried to install JSGannt on rt 3.8.8 . it works tried to install on rt 3.8.9 . doesn't work tried to install on rt 4.0.1 works due to individual cicrumstances we decide to use the rt 3.8.9 version so... steps i have done : 1. installed via readme instruction 2. patch the js file 3. update the css und js file with patching the jsgantt.js and jsgantt.css files .. but due to this process there come severel errors Command: patch -p1 jsgantt.diff Hunk #1 FAILED at 49. 1 out of 1 hunk FAILED -- saving rejects to file html/NoAuth/css/jsgantt.css.rej patching file html/NoAuth/js/jsgantt.js Hunk #1 FAILED at 573. Hunk #2 FAILED at 1113. Hunk #3 FAILED at 1132. Hunk #4 FAILED at 1159. Hunk #5 FAILED at 1247. Hunk #6 FAILED at 1910. Hunk #7 FAILED at 1984. Hunk #8 FAILED at 1992. Hunk #9 FAILED at 2019. 9 out of 9 hunks FAILED -- saving rejects to file html/NoAuth/js/jsgantt.js.rej So whats going wrong here ? best regards john -- View this message in context: http://old.nabble.com/JSGantt-Patch-Issue-tp32115025p32115025.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Suppressing priority messages
Ken, We are using a tiered approach as part of our priority system. For instance, highest priority tickets would have a range from 90-100, medium priority tickets from 60 - 100, and lower tickets start at 1. Along with their priority, they also have an associated time frame of completion. A break and fix scenario would need to be completed immediately if it affected the entire company whereas if it only impacted one individual and there was a work around (such as a dead keyboard) it would need to be resolved within three days. Other time frames would be; improvements to a particular system would be completed within 30 days and projects are TBD which is dependent upon their scope. The team checks into RT periodically throughout the day and takes work orders which focus on their job roles. I have used this same type of work flow in the past when I worked for a university. The only difference was that our help desk made the determination and assigned it appropriately (most of the time :) ). Projects were never apart of the work order system as they were tied into a secondary system like MS Project. On 07/22/2011 10:21 AM, k...@rice.edu wrote: On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote: Hello all, We have a RT escalation script which is run every hour to increase the priority level of a ticket. In doing so, it creates a lot of noise within the work order itself, placing Enoch Root - Priority changed everytime its increased. I was wondering if its possible to suppress those messages? RT version: 4.0.1 Thanks, Jason Hi Jason, I would be very interested in how your workflow handles the priority escalation every hour. We tried escalating the priority daily, but since no additional resources were actually tied to the ticket priority, the end result was to have most non-trivial tickets sitting at the maximum priority. The way we dealt with the priority change messages was to add a full headers and a brief headers button on the ticket display. The default was brief which did not display most of the internal bookkeeping changes. This also improved the display speed. Regards, Ken 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Updating RT's name
Hi folks, After googling some more, I have found the solution.. Set($EmailSubjectTagRegex, qr/(?:old RT name|new RT name)/i ); Sorry for the list chatter... hopefully this just makes it easier to find though :D Thanks! Mike. On Fri, Jul 22, 2011 at 9:57 AM, Mike Johnson mike.john...@nosm.ca wrote: HI all, I'm going through a conversion right now. We are upgrading from 3.2.1 to 3.8.11. We are also updating the hardware... and URL to RT. Old.rt.com http://old.rt.com/ new.rt.com So the issue I need to resolve... active tickets from old.rt.com will have emails coming in to update those active tickets. their subject line will have [old.rt.com #ticketid] I need those emails to update the ticket in new.rt.com. But, new.rt.comdoesn't recognize [ old.rt.com #ticketid] it's looking for [new.rt.com #ticketid] There has to be a way to trick RT... Thoughts? Thanks in advance for any input! -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Unable to transfer tickets to a queue with a different lifecycle
On Thu, 2011-07-21 at 20:57 -0600, Ian Roy wrote:
I've made the changes that you mentioned, but I'm still getting the
error.
It would be handy if you could clarify the positioning of this code.
Does the above need to be located in the definition of swdev or
default?
Neither:
Set(%Lifecycles,
default = {
initial = [ 'new' ],
active = [ 'open', 'stalled' ],
inactive = [ 'resolved', 'rejected', 'deleted' ],
# ...
},
swdev = {
initial = [ 'Created' ],
active = [ 'InDevelopment' ],
inactive = [ 'Completed' ],
# ...
},
__maps__ = {
'swdev - default' = {
'Created' = 'new',
'InDevelopment' = 'open',
'Completed' = 'resolved',
# ...
},
},
);
- Alex
2011 Training: http://bestpractical.com/services/training.html
[rt-users] config tab
Hi, I have running rt 4.0 and I don't find, where I have to grant the right to privilegded users to be able to change their settings , which, I assume, means , to see the config tab. As root I go to Configuration- Global-GroupRights choose system-Privileged, and I see a checkbox Show Configuration Tab in the rights for administrators tabs, yet not in the rights for staff tab. But I don't know, what is staff and what are administrators ? Rolf Schaufelberger 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] config tab
On 07/22/2011 02:13 PM, Rolf Schaufelberger wrote: I have running rt 4.0 and I don't find, where I have to grant the right to privilegded users to be able to change their settings , which, I assume, means , to see the config tab. As root I go to Configuration- Global-GroupRights choose system-Privileged, and I see a checkbox Show Configuration Tab in the rights for administrators tabs, yet not in the rights for staff tab. You want the ModifySelf right (Modify one's own RT account), not ShowConfigTab (which is the admin interface, not the preferences interface). But I don't know, what is staff and what are administrators ? Those are just generic groupings. All of the administrative rights are under Rights for Admins, for example. Thomas 2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT 4.0.1 Custom Field - Wikitext box not saving all data.
Well it does save all the data if entered from a unix Firefox, but on a windows box (IE or Firefox) only the last line of the text is saved. i.e. One Two Three ...will show up in the ticket display and be saved to the table if it is entered from firefox on a linux box. If this is saved from a browser on windows, only the Three is saved. Any ideas?? This is rt 4.0.1 with an Oracle db. Thank You Scott 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Deep Recursion Error, rt-4.0.1
Sure. Below is the site_config file: Set( $DatabaseUser, 'rt_user' ); Set( $CorrespondAddress, 'helpd...@example.net' ); Set( $rtname, 'example.net' ); Set( $DatabaseRequireSSL, '' ); Set( $WebPort, '8080' ); Set( $Organization, 'example.net' ); Set( $DatabaseType, 'mysql' ); Set( $DatabasePort, '3306' ); Set( $DatabasePassword, '' ); Set( $DatabaseAdmin, 'root' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'dev02.example.net' ); Set( $DatabaseAdminPassword, '' ); Set( $CommentAddress, 'helpd...@example.net' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $OwnerEmail, 'ow...@example.net' ); 1; And here is the output of the syntax checker: perl -c /opt/rt4/etc/RT_SiteConfig.pm /opt/rt4/etc/RT_SiteConfig.pm syntax OK Thanks for the quick reply! Apologies that mine wasn't as speedy. From: Alex Vandiver ale...@bestpractical.com To: Randy Schwager eyzo...@yahoo.com Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Thursday, July 21, 2011 5:21 PM Subject: Re: [rt-users] Deep Recursion Error, rt-4.0.1 On Thu, 2011-07-21 at 14:05 -0700, Randy Schwager wrote: My new installation of RT (4.0.1) causes mod_perl to throw fatal errors when trying to restart apache. This points to an error in your RT configuration (not your Apache configuration, which is what you provided). Please show us your RT_SiteConfig.pm, with any passwords redacted. - Alex 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Unable to transfer tickets to a queue with a different lifecycle
From: Alex Vandiver [mailto:ale...@bestpractical.com]
Sent: Friday, July 22, 2011 10:02 AM
To: Ian Roy
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Unable to transfer tickets to a queue with a different
lifecycle
On Thu, 2011-07-21 at 20:57 -0600, Ian Roy wrote:
I've made the changes that you mentioned, but I'm still getting the
error.
It would be handy if you could clarify the positioning of this code.
Does the above need to be located in the definition of swdev or
default?
Neither:
Set(%Lifecycles,
default = {
initial = [ 'new' ],
active = [ 'open', 'stalled' ],
inactive = [ 'resolved', 'rejected', 'deleted' ],
# ...
},
swdev = {
initial = [ 'Created' ],
active = [ 'InDevelopment' ],
inactive = [ 'Completed' ],
# ...
},
__maps__ = {
'swdev - default' = {
'Created' = 'new',
'InDevelopment' = 'open',
'Completed' = 'resolved',
# ...
},
},
);
- Alex
That worked perfectly. Thank you.
2011 Training: http://bestpractical.com/services/training.html
[rt-users] Removing Inline History from RT ticket
Hi All Does anyone know how to remove the INLINE history from ticket updates. By this I mean text like the following: On Wed Jun 29 12:59:29 2011, jeffreyw...@xx.co.uk wrote: Good afternoon many thanks for prompt delivery, however it seems that 17 ½ collar would be better are they in stock ? Jeffrey L MANAGING DIRECTOR. It is totally redundant as the text is already in the ticket chronologically. Note that setting $MaxInlineBody will not be useful as long messages which include INLINE History plus latest message will exceed the $MaxInlineBody value and NONE of the message will be visible. Regards Naresh -- Naresh Maharaj, Katsuma Limited email: i...@hewittandmay.com web: http://www.hewittandmay.co.uk 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Tuning RT4
I would love to learn what you find. I am also experiencing slowness with 4.0.1 compared to 3.8.x. Very noticeable - page turnaround time at least 2-3 seconds longer, and sometimes longer than that. Relevant part of my Apache config: DocumentRoot /usr/local/rt4/share/html Location / Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /usr/local/rt4/sbin/rt-server # Added for attempt at tuning PerlSetVar MasonStaticSource true PerlSetVar MasonBufferPreallocateSize 4096000 PerlSetVar MasonDataCacheDefaults cache_class= MemoryCache, cache_depth = 4 PerlSetVar MasonPreloads '/Elements/*' PerlSetVar MasonPreloads '/Ticket/*' PerlSetVar MasonPreloads '/Articles/*' PerlSetVar MasonPreloads '/Dashboards/*' PerlSetVar MasonPreloads '/NoAuth/*' PerlSetVar MasonPreloads '/Tools/*' PerlSetVar MasonPreloads '/User/*' PerlSetVar MasonPreloads '/Widgets/*' PerlSetVar MasonPreloads '/Helpers/*' AddOutputFilterByType DEFLATE text/html text/plain text/xml /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/usr/local/rt4/sbin/rt-server); /Perl On Thu, Jul 21, 2011 at 9:35 AM, john s. firesk...@gmx.de wrote: Hello All from my point of view Actually we use rt 3.8 in prod environment and the new rt 4.0 in labor environment the 3.8 speeds up like an local installed program ...very fast the 4.0.0 is not so fast as 3.8 but it is acceptable Neverthless i would like to know why is it that so? RT 3.8.9: Here are my configurations: rt 3.8.9: http://pastebin.com/2YMK6uzt http://pastebin.com/2YMK6uzt rt 4.0.1: http://pastebin.com/CFrNE2a3 http://pastebin.com/CFrNE2a3 could someone help me to figure out whats wrong on the rt 4.0.1 config best regards john s. -- View this message in context: http://old.nabble.com/Tuning-RT4-tp32056508p32107474.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
