Re: [rt-users] why my rt4 loop create new ticket or reply ticket from the same email
On Sat, 17 Dec 2011, nectar wrote: create ticket#5 or other new tickets with the same email content. More ... I tried to check RT configure, postfix configure and apache configure files. Still can not find solution. Do you have advise? I had such behavior, when my MTA (in my case exim, not postfix) always believed the delivery had failed and retried forever. So try to find out, which returncode comes from rt's mailgate, and which returncodes postfix does accept as 'correctly delivered'. Stucki -- Christoph von Stuckrad * * |nickname |Mail stu...@mi.fu-berlin.de \ Freie Universitaet Berlin |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459| Mathematik Informatik EDV |\ *|if online| (Di,Do,Fr):+49 30 77 39 6600| Takustr. 9 / 14195 Berlin * * |on IRCnet|Fax(home): +49 30 77 39 6601/ RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 4.04 and Articles
On 12/16/2011 10:57 AM, Joe Kirby wrote: Our organization has not used RTFM at all and when I begin to explore Articles within RT 4.04 I see a couple of things that I think may be our lack of experience with this aspect. 1. There does not seem to be a way for me to add any Content since it is always just a header and no box for entry 2. When I try to extract an article from and existing ticket I get all the History with an apparent option to select which comments or replies I am interested in however there is nothing in the drop down menu for selecting so I can only add all history by hitting Create at the bottom of the screen Is there a good doc area for Articles that I may use to assist me in RT 4.04 setup? docs/customizing/articles_introduction.pod Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Error running rt-validator
Hey folks, I'm trying to run validator and am running into the following error : Executing query: SELECT m.id, g.id, g.Instance FROM Groups g JOIN ACL m ON g.id = m.LastUpdatedBy WHERE g.Domain = ? AND g.Type = ? [Mon Dec 19 15:38:54 2011] [warning]: DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator line 1078. (./sbin/rt-validator:1078) [Mon Dec 19 15:38:54 2011] [crit]: DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator line 1078. (/home/arnon/rt-4.0.4/sbin/../lib/RT.pm:341) DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator line 1078. Circumstances : I've got a clean install of 4.0.4, bringing in a DB from 3.8.7 I import the mysql dump I made, run the vulnerable passwords, shrink-transactions and shrink cgm scripts, but when I check with validator, I get that error. Any suggestions? Regards, and thanks Arnon RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] why my rt4 loop create new ticket or reply ticket from the same email
Christonph, Thanks for you reply. But I do not know how to test, tried to test rt-mailgate, get blow information. # echo tr-lai |/opt/rt4/bin/rt-mailgate --queue sales --action correspond --url https://domain/rt --debug /opt/rt4/bin/rt-mailgate: temp file is '/tmp/SjjXGauJZ7/SzAAaaBYHJ' /opt/rt4/bin/rt-mailgate: connecting to https://domain/rt/REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 read failed: /opt/rt4/bin/rt-mailgate: undefined server error -- LiuJia RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error running rt-validator
Circumstances : I've got a clean install of 4.0.4, bringing in a DB from 3.8.7 I import the mysql dump I made, run the vulnerable passwords, shrink-transactions and shrink cgm scripts, but when I check with validator, I get that error. Any suggestions? Did you run the DB upgrade scripts? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Solved : Re: Error running rt-validator
Curse my over-exuberance. I forgot step 6b in the readme. Obviously Validator is going to fail if the DB schema is off, and other assorted dumbs. Many thanks to Kevin's swift and accurate catch of it on the chat-room! RTFM. Always RTFM. Thanks! A On 11-12-19 10:39 AM, Arnon Clark wrote: Hey folks, I'm trying to run validator and am running into the following error : Executing query: SELECT m.id, g.id, g.Instance FROM Groups g JOIN ACL m ON g.id = m.LastUpdatedBy WHERE g.Domain = ? AND g.Type = ? [Mon Dec 19 15:38:54 2011] [warning]: DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator line 1078. (./sbin/rt-validator:1078) [Mon Dec 19 15:38:54 2011] [crit]: DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator line 1078. (/home/arnon/rt-4.0.4/sbin/../lib/RT.pm:341) DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on clause' at ./sbin/rt-validator line 1078. Circumstances : I've got a clean install of 4.0.4, bringing in a DB from 3.8.7 I import the mysql dump I made, run the vulnerable passwords, shrink-transactions and shrink cgm scripts, but when I check with validator, I get that error. Any suggestions? Regards, and thanks Arnon RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] cannot get result of search Chinese character - centos 5.4
Sir, Installed RT4.0.4 on CentOS 5.4 box, make new database from RT or restore mysql file, everything looks well. But cannot get result of search Chinese character. For example, if ticket subject is Best Practical 公司, then we can search Best or Practical to list this ticket, but 公司 get no result. I tried to install old version of FCGI(from 0.74 to 0.68), but still the same issue. refer: Centos 5.4 + FCGI + Unicode in messages = Failure - http://www.gossamer-threads.com/lists/rt/users/92359 Do you have advise? Thanks, -- Jia RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] possible RT 4.0.4 attachment bug
On Fri, Dec 16, 2011 at 08:24:02AM -0500, mja...@guesswho.com wrote: This may be a bug in the way attachments are handled in 4.0.4. We recently spun up a new instance of RT 4.0.2, then upgraded to 4.0.4. Running on Centos 5.7 using MySQL. Yesterday we were at ticket #53. A user sent an email last night with an attachment containing sql statements (a database backup). His ticket id is #63. There aren't any intervening tickets. When I use the quick search for example, and try to load a ticket between 53-63, I get an error: RT Error Could not load ticket 57 (for example) The only thing I can think of is that some of the statements in the attachment were acted on. Is this possible? What's in your RT logs? -kevin pgpVKQH9eYBZZ.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] User with no WatchAsAdminCc right was added as AdminCc
On Fri, Dec 16, 2011 at 05:24:41PM +0100, Gerard FENELON wrote: Hi One of my privileged users A was able to add another user B as AdminCc even though that second User B does not have the WatchAsAdminCc right as far as I can make out. That right only affects your ability to add yourself as an AdminCc User A has ModifyTicket, they can add anyone they want as an AdminCc. -kevin User B is not privileged. User B does not have any rights for that Queue in Admin/Queues/UserRights.html User B belongs to only one group C directly. Group C is not included in any other. Group C does not have any rights in Admin/Groups/GroupRights.html Group C does not have any rights for that Queue in Admin/Queues/GroupRights.html The WatchAsAdminCc right on that queue is only given to User-defined groups to which User B does not belong either directly or indirectly. If I look at the RightsMatrix for User B, he does not have WatchAsAdminCc right on any queue. If I look at the RightsMatrix for Group C, it does not have WatchAsAdminCc right on any queue. User A has the following rights on that queue C * CommentOnTicket * CreateTicket * ModifyTicket * OwnTicket * ReplyToTicket * SeeQueue * ShowACL * ShowOutgoingEmail * ShowTicket * ShowTicketComments * StealTicket * TakeTicket * Watch * WatchAsAdminCc Any ideas where I might have messed up ? Gerard RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ? March 5 6, 2012 pgpX54aHQ3m0D.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] why my rt4 loop create new ticket or reply ticket from the same email
On Tue, Dec 20, 2011 at 01:02:02AM +0800, nectar wrote: Christonph, Thanks for you reply. But I do not know how to test, tried to test rt-mailgate, get blow information. # echo tr-lai |/opt/rt4/bin/rt-mailgate --queue sales --action tr-lai is not a valid mail message, so this will never work. You must write a simple valid email to test with using cat or From: y...@email.com Subject: test body -kevin correspond --url https://domain/rt --debug /opt/rt4/bin/rt-mailgate: temp file is '/tmp/SjjXGauJZ7/SzAAaaBYHJ' /opt/rt4/bin/rt-mailgate: connecting to https://domain/rt/REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 read failed: /opt/rt4/bin/rt-mailgate: undefined server error -- LiuJia RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 pgpqgFHV1BvnX.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] User with no WatchAsAdminCc right was added as AdminCc
Thanks Kevin Is there a way to prevent this behaviour ? Sometimes I end up with Customers in AdminCc of tickets ... Gerard On 2011-12-19 19:01, Kevin Falcone wrote: On Fri, Dec 16, 2011 at 05:24:41PM +0100, Gerard FENELON wrote: Hi One of my privileged users A was able to add another user B as AdminCc even though that second User B does not have the WatchAsAdminCc right as far as I can make out. That right only affects your ability to add yourself as an AdminCc User A has ModifyTicket, they can add anyone they want as an AdminCc. -kevin User B is not privileged. User B does not have any rights for that Queue in Admin/Queues/UserRights.html User B belongs to only one group C directly. Group C is not included in any other. Group C does not have any rights in Admin/Groups/GroupRights.html Group C does not have any rights for that Queue in Admin/Queues/GroupRights.html The WatchAsAdminCc right on that queue is only given to User-defined groups to which User B does not belong either directly or indirectly. If I look at the RightsMatrix for User B, he does not have WatchAsAdminCc right on any queue. If I look at the RightsMatrix for Group C, it does not have WatchAsAdminCc right on any queue. User A has the following rights on that queue C * CommentOnTicket * CreateTicket * ModifyTicket * OwnTicket * ReplyToTicket * SeeQueue * ShowACL * ShowOutgoingEmail * ShowTicket * ShowTicketComments * StealTicket * TakeTicket * Watch * WatchAsAdminCc Any ideas where I might have messed up ? Gerard RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] cannot get result of search Chinese character - centos 5.4
On Tue, Dec 20, 2011 at 01:30:53AM +0800, nectar wrote: Sir, Installed RT4.0.4 on CentOS 5.4 box, make new database from RT or restore mysql file, everything looks well. But cannot get result of search Chinese character. For example, if ticket subject is Best Practical 公司, then we can search Best or Practical to list this ticket, but 公司 get no result. I tried to install old version of FCGI(from 0.74 to 0.68), but still the same issue. refer: Centos 5.4 + FCGI + Unicode in messages = Failure - http://www.gossamer-threads.com/lists/rt/users/92359 Were you getting Wide character in the logs? Downgrading FCGI is unlikely to do anything other than cause problems with RT4.0.4 What is the actual query being run, against what raw Subject field from the database that you expect to match on? -kevin pgpsvpyZXQeHi.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] User with no WatchAsAdminCc right was added as AdminCc
On Mon, Dec 19, 2011 at 07:10:36PM +0100, Gerard FENELON wrote: Thanks Kevin Is there a way to prevent this behaviour ? Sometimes I end up with Customers in AdminCc of tickets ... User education/training. Otherwise you have to write a Scrip that takes unprivileged users off of tickets (or otherwise modify RT to prevent it). It's quite useful to be able to add someone random as an AdminCc, to grant temporary visibility into 1 ticket in a Queue they would never normally have access to. -kevin On 2011-12-19 19:01, Kevin Falcone wrote: On Fri, Dec 16, 2011 at 05:24:41PM +0100, Gerard FENELON wrote: Hi One of my privileged users A was able to add another user B as AdminCc even though that second User B does not have the WatchAsAdminCc right as far as I can make out. That right only affects your ability to add yourself as an AdminCc User A has ModifyTicket, they can add anyone they want as an AdminCc. -kevin User B is not privileged. User B does not have any rights for that Queue in Admin/Queues/UserRights.html User B belongs to only one group C directly. Group C is not included in any other. Group C does not have any rights in Admin/Groups/GroupRights.html Group C does not have any rights for that Queue in Admin/Queues/GroupRights.html The WatchAsAdminCc right on that queue is only given to User-defined groups to which User B does not belong either directly or indirectly. If I look at the RightsMatrix for User B, he does not have WatchAsAdminCc right on any queue. If I look at the RightsMatrix for Group C, it does not have WatchAsAdminCc right on any queue. User A has the following rights on that queue C * CommentOnTicket * CreateTicket * ModifyTicket * OwnTicket * ReplyToTicket * SeeQueue * ShowACL * ShowOutgoingEmail * ShowTicket * ShowTicketComments * StealTicket * TakeTicket * Watch * WatchAsAdminCc Any ideas where I might have messed up ? Gerard RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 pgp75CKRV04US.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt 4.0.4 (and possibly others) autocomplete custom field showing values from all other custom fields for non super user accounts?
Hello, I opened a bug for the issue I described below, but no one else has confirmed that their install is behaving the same way. If someone out there with a test install of rt 4.0.x (preferably 4.0.4) could try the steps outlined below I would really appreciate it. It seems to occur in both of my environments but I wanted to rule out my own issues ;). Ok - From a clean rt 4.0.4 1. Log in as Root account 2. Create Queue1 3. Create CustomField1 as Type Select one value with Render Type Dropdown 4. Add values to CustomField1 CF1Value1, CF1Value2,CF1Value3, CF1Value4 5. Create CustomField2 as Type Select one value with Render Type Dropdown 6. Add values to CustomField2 CF2Value1, CF2Value2,CF2Value3, CF2Value4 7. Create CustomField3 as Type Enter one value with Autocompletion with Render Type Dropdown 8. Add values to CustomField3 CF3Value1, CF3Value2,CF3Value3, CF3Value4 9. Assign all of these fields to Queue1 10. Create a Group called Group1 11. Grant Group1 all permissions to Queue1 on General Rights and Rights for Staff tab 12. Create a user named User1 13. Add User1 to Group1 14. Create a new ticket in Queue1 as the ROOT account and go to Field CustomField3, Type 'C' and you should get only CF3Value1, CF3Value2,CF3Value3, CF3Value4 15. Log out, Log back in as User1 and Create a new record in Queue1. In CustomField3 Type 'C' and you will see values CF1Value1, CF1Value2,CF1Value3, CF1Value4 CF2Value1, CF2Value2,CF2Value3, CF2Value4 CF3Value1, CF3Value2,CF3Value3, CF3Value4 Which are values from *all *of the custom fields, not just the autocomplete values specified in CustomField3. I am not sure how that could happen no matter how wacky I made permissions are unless it is a bug. 16. Log out from User1 17. Log Back into the system as ROOT and grant User1 Do Anything and Everything under Tools - Configuration - Global - User Rights - Rights for administrators. Log out. 18. Log Back into the system as User1 and create a new ticket in Queue1. Go to CustomField3 and type 'C'. You will now have the correct values for the autocomplete field. On Mon, Dec 12, 2011 at 2:21 PM, Jim Lesinski jim.lesin...@gmail.comwrote: Hello, Can someone check to see if an Autocomplete custom field shows values from other custom fields in their RT 4.0.4 installation for non admin users? (By non admin I mean the user does not have Anything and Everything permission in the system.) When I am logged in as a non admin account and type in an autocomplete field I seem to get all values from all custom fields that meet the text criteria. If I grant this same user account Anything and Everything permission, the correct values are then populated in the autocomplete field. I have tested this on 2 different systems and I get the same results from both. Basically it seems like the dataset returned for the super user account is different than a non super user account. Can anyone else recreate this or verify that they have the same or different results? Thanks, Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] opensource report generator
Does anyone use any opensource generator to generate reports from RT? Any existing template I could take a look please? Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 Hong Kong . Singapore . Tokyo RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] cannot get result of search Chinese character - centos 5.4
kevin, a. search from RT as http://domain/Search/Simple.html?q=中文;, RT got: Found 0 tickets b. search database using SQL as SELECT * FROM `rt4`.`Tickets` WHERE ( `Subject` LIKE '%中文%' ), database got: Showing rows 0 - 0 (1 total, Query took 0.0003 sec) Does it mean that we can search Chinese character from sql query, but can not from RT web page? -- LiuJia RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
