[rt-users] working RT3.8.8 since Nov-2010 now fails login with blank page
Dear all, I am hoping this is a known issue and can be fixed easily. Our working installation started to fail to login and returns a blank page instead of the default queues page. we have:- Ubuntu linux 10.0.4 LTS 2.6.32-21-generic-pae #32-Ubuntu SMP Fri Apr 16 09:39:35 UTC 2010 i686 GNU/Linux Apache-2.2.17 bullt from source RT3.8.8 manually installed mod_perl-2.0.4 - just built 2.0.5 and tested same problem. I also tried changing the httpd.conf line: SetHandler perl-scrpt to SetHandler modperl This resulted in a blank page being downloaded instead of displayed in browser. Any advice/hints much appreciated -- Oliver Nash CSSG Computer Science UCC - RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] What happened to blank for columns?
On Fri, Dec 30, 2011 at 05:28:18PM -0500, Jeff Blaine wrote: I no longer see a selectable blank option for column display. We used this previously to, obviously, pad the search results for readability. I'm not aware that BLANK was previously included in the select list of RT, unless your Format already included a BLANK added manually from the advanced section. It was added to the default list when 4.0/blank-search-column was merged to trunk, and this change will be in 4.0.5. -kevin pgptsg9FhE4sW.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Can't locate object method Config via package RT at /opt/rt4/sbin/rt-server
PerlSetVar psgi_app /opt/rt4/sbin/rt-serveri You have a typo above^ RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.7 Patch?
Rusian We just moved this into production and all is fine now. Thank you very much Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu On Dec 16, 2011, at 8:19 AM, Ruslan Zakirov wrote: Hello Joe, On Fri, Dec 16, 2011 at 16:40, Joe Kirby ki...@umbc.edu wrote: UMBC is working on an upgrade to 4.04 however we will not go live until after our Spring 2012 semester ends, May 2012 We are experiencing a situation where the sort order of our Custom Fields is not being honored when presented and I have a need to have this work in 3.8.7 or a version I can upgrade to with very little impact on the user community. A patch would be preferable We are running on Solaris with Oracle 10g. This particular queue requires 6 CF's Ideas? Does your policy allows to update DBIx::SearchBuilder module and RT to 3.8.latest? Thanks in advance Joe -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] TransactionBatch scrip got fired twice
On Mon, Jan 02, 2012 at 04:14:19PM +0100, Gerard FENELON wrote: was the fix for this included in 3.8.11 ? No, it was in 4.0.4, but is not in 3.8.11. I believe it has finally been merged to 3.8-trunk so would be in a future 3.8 release. -kevin According to http://issues.bestpractical.com #17201: RT 3.8.11 release (not resolved BTW) depends on #18426 but I just moved to 3.8.11 and the issue still seems to be there. The choice is between sending 2 emails or sending one with stale CF values :-( Thanks Gerard On 2011-10-05 22:38, Kevin Falcone wrote: On Wed, Oct 05, 2011 at 02:44:41PM -0300, Daniel Silveira wrote: Thank you, Kevin. Do you suggest any workaround for this? Don't use TransactionBatch until a patch has been produced or write a clever Prepare or Condition that skips the second run. -kevin Kevin Falconefalc...@bestpractical.com 10/04/11 2:23 pm Have a look at [1]http://issues.bestpractical.com/Ticket/Display.html?id=18426 -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 pgpQBG4bZPTvN.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] What happened to blank for columns?
On 1/3/2012 8:56 AM, Kevin Falcone wrote: On Fri, Dec 30, 2011 at 05:28:18PM -0500, Jeff Blaine wrote: I no longer see a selectable blank option for column display. We used this previously to, obviously, pad the search results for readability. I'm not aware that BLANK was previously included in the select list of RT, unless your Format already included a BLANK added manually from the advanced section. It was added to the default list when 4.0/blank-search-column was merged to trunk, and this change will be in 4.0.5. It's quite possible it wasn't, but did show up in 3.x default search formatting (pre-selected display fields based on config). Once deleted from the list of fields to display, it could never be added back from the web UI. That's how 4.0.4 is as well. Great to hear it will be fixed (added) in 4.0.5! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] [SOLVED] Scalar::Util::weaken error
This error was occurring after I had run a yum update but before the server was rebooted. This was resolved by rebooting the server. I hope that may help someone. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] CustomField that displays users
That's what a User-defined Group is. It is a subset of Privileged users that you put in as members. Yeah, I have those. Everyone I want to display is in a group I've defined, but I didn't want to assume I could populate on groups. I have some code that will put all members of a group into a Custom Field. That would be awesome if you could share. I was a little surprised I wasn't able to find anyone asking about it via my searches. I would have thought it would be somewhat common. Thanks! Brent RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] setting up approvals on RT 4.0.1
On Thu, Dec 29, 2011 at 08:04:15AM +, Asanka Gunasekera wrote: Hi All, I am trying to set up approvals on RT 4.0.1 and I am following http://requesttracker.wikia.com/wiki/ApprovalCreation but in this document it talks about copying scripts and templates from _Approval queue. I can only find 5 templates but there are no scripts Those Scrips were replaced in about mid-3.8 with RT::Approval::Rules::*. You shouldn't need to copy them anywhere in order to use Approvals. You'll want to modify the Templates as needed and set up your CreateTickets scrip to actually create the Approvals tickets. -kevin pgpSp8GFlxf2y.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 4.0.4 and IE8 breakage
For consideration/ideas before a bug report is filed. Our users are reporting that IE8 does not work with our RT 4.0.4 instance (after upgrading from 3.4.4 last week). Chrome, Firefox and everything else about our RT 4.0.4 setup are working perfectly fine. Our RT 4.0.4 instance is brain-dead simple/stock. Apache PostgreSQL 8.4.9, and mod_perl2 as provided by RHEL 6.2. USER ONE 1. Login 2. RT at a glance shows fine 3. Simple search: ldap 4. Four tickets returned. 5. User clicks one of the tickets 6. Ticket takes 30 seconds to display, redrawing the window several times in the process (Chrome for same ticket takes only 3 seconds to display the page). USER TWO 1. Login 2. Clicking any ticket causes browser to hang for 2+ minutes 3. Task manager -- kill IE RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 4.0.4 and IE8 breakage
On 01/03/2012 01:56 PM, Jeff Blaine wrote: For consideration/ideas before a bug report is filed. There is at least one existing bug report for this. It may be marked resolved already. One of the major problems is an interaction with IE8's compatibility mode turned on and PIE.htc (a CSS3 compatibility layer). Turning off compat mode or removing PIE.htc from your install should fix the problem. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Originator updated despite not being CC'ed
Alex, You can turn that off with the NotifyActor setting in the RT_SiteConfig.pm file. Kenn On Tue, Jan 3, 2012 at 2:55 AM, Alex Dyas ad...@linalis.com wrote: Hi, and happy new year. We have noticed recently that RT sends updates to the originator of a ticket even if that person is not in the CC list of the email. For instance: - Client sends email to RT opening a ticket - Support employee sends email to second employee, copies RT but does not copy client - Client receives a copy of the update from RT despite not being copied in the follow up email This can lead to issues where we want to discuss issues internally by email, but not include the client. Can this functionality be turned off? Thanks, Alex -- Alex Dyas, Manager - Systems Administration Tel: +41 22 348 30 15 www.linalis.com | twitter.com/linalis | www.linkedin.com/company/**linalishttp://www.linkedin.com/company/linalis Expert en Services, Formation et Recrutement BI et Applications Web (CMS, CRM) Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal), SugarCRM et Infobright RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html ) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 4.0.4 and IE8 breakage
One of the major problems is an interaction with IE8's compatibility mode turned on and PIE.htc (a CSS3 compatibility layer). Turning off compat mode or removing PIE.htc from your install should fix the problem. How will removing PIE.htc affect the non-IE8 users? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 4.0.4 and IE8 breakage
On 01/03/2012 02:54 PM, Jeff Blaine wrote: One of the major problems is an interaction with IE8's compatibility mode turned on and PIE.htc (a CSS3 compatibility layer). Turning off compat mode or removing PIE.htc from your install should fix the problem. How will removing PIE.htc affect the non-IE8 users? PIE.htc is only used for IE 7 and 8. Without PIE.htc, one of the things IE 78 users won't see are rounded corners, for example. Look in the mailing list archives and the bug tracker for more discussions about this. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] OpenSSO and RT
Greetings, I have seen some older wiki articles on how someone had integrated NTLM authentication with RT. Has anyone had any experience with integrating RT with OpenSSO (http://docs.oracle.com/cd/E19681-01/)? Michael Little IA / Middleware Engineer, ITAMS Building 46, Room 120B email to: michael.lit...@nasa.govmailto:michael.lit...@nasa.gov 281-483-1889 Office 832-816-1348 Mobile 281-244-6627 Fax ITAMS - Information Technology And Multimedia Services Contract One Team, One Vision Partnered For Innovative Solutions RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] OpenSSO and RT
On 01/03/2012 03:01 PM, Little, Michael B (JSC-IS2)[DB Consulting Group, Inc.] wrote: Greetings, I have seen some older wiki articles on how someone had integrated NTLM authentication with RT. Has anyone had any experience with integrating RT with OpenSSO (http://docs.oracle.com/cd/E19681-01/)? If Apache can handle authenticating the client against OpenSSO, RT can be told to trust Apache using the $WebExternalAuth setting (and related options). There may also be other solutions. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] OpenSSO and RT
Michael, While I haven't tried this yet, I suspect all you need to do is set/define $WebExternalAuth in RT_SiteConfig.pm and then install/configure the apache policy agent and create/configure the appropriate OpenAM/OpenSSO policies. http://requesttracker.wikia.com/wiki/WebExternalAuth On 01/03/2012 03:01 PM, Little, Michael B (JSC-IS2)[DB Consulting Group, Inc.] wrote: Greetings, I have seen some older wiki articles on how someone had integrated NTLM authentication with RT. Has anyone had any experience with integrating RT with OpenSSO (http://docs.oracle.com/cd/E19681-01/)? Michael Little IA / Middleware Engineer, ITAMS Building 46, Room 120B email to: michael.lit...@nasa.gov 281-483-1889 Office 832-816-1348 Mobile 281-244-6627 Fax ITAMS - Information Technology And Multimedia Services Contract One Team, One Vision Partnered For Innovative Solutions RT Training Sessions (http://bestpractical.com/services/training.html) * Boston - March 5 6, 2012 -- Darin Perusich Email: darin.perus...@ctg.com Office: 716-888-3690 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. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Mail inside the local domain
I need to restrict mail from leaving the domain (mail going to external domains from RT. They need to go to /dev/null) or I need a way to strip the requestor off of the ticket and change the requestor to nobody. Any and all help will be appreciated. Thanks, Randy RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT scrip
Yes there is. Look at the wiki, specifically look for autoclose nagios tickets. http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages You should be able to use that as a starting point to get the kind of scrip that you are looking for. Kevin On Tue, Jan 3, 2012 at 10:14 AM, Alexander Sagratyan fm100te...@mail.ruwrote: Hello. I am trying to configure RT so that when a new ticket is created/corresponded a scrip will check all open ticket subject fields. If there is a match - action is to close/resolve both tickets. Is it possible to create such a custom scrip? Thanks in advance. 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
Re: [rt-users] working RT3.8.8 since Nov-2010 now fails login with blank page
On Tue, Jan 03, 2012 at 12:47:25PM +, o.n...@cs.ucc.ie wrote: Dear all, I am hoping this is a known issue and can be fixed easily. Our working installation started to fail to login and returns a blank page instead of the default queues page. we have:- Ubuntu linux 10.0.4 LTS 2.6.32-21-generic-pae #32-Ubuntu SMP Fri Apr 16 09:39:35 UTC 2010 i686 GNU/Linux Apache-2.2.17 bullt from source RT3.8.8 manually installed mod_perl-2.0.4 - just built 2.0.5 and tested same problem. I also tried changing the httpd.conf line: SetHandler perl-scrpt to SetHandler modperl This resulted in a blank page being downloaded instead of displayed in browser. Any advice/hints much appreciated Without the errors in your apache error log it's hard to offer suggestions. Usually this happens because your distribution upgraded a perl module package and broke things. -kevin pgpoPAKYiDrwB.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] CustomField that displays users
On Tue, Jan 03, 2012 at 10:43:54AM -0700, Brent Wiese wrote: That's what a User-defined Group is. It is a subset of Privileged users that you put in as members. Yeah, I have those. Everyone I want to display is in a group I've defined, but I didn't want to assume I could populate on groups. I have some code that will put all members of a group into a Custom Field. That would be awesome if you could share. I was a little surprised I wasn't able to find anyone asking about it via my searches. I would have thought it would be somewhat common. The example External Custom Field that ships with RT puts groups into a CF, so you should be able to mod that easily to do privileged users. /opt/rt4/docs/extending/external_custom_fields.pod -kevin pgpsiJbMvqBaA.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Originator updated despite not being CC'ed
On Tue, Jan 03, 2012 at 11:55:28AM +0100, Alex Dyas wrote: Hi, and happy new year. We have noticed recently that RT sends updates to the originator of a ticket even if that person is not in the CC list of the email. For instance: - Client sends email to RT opening a ticket - Support employee sends email to second employee, copies RT but does not copy client - Client receives a copy of the update from RT despite not being copied in the follow up email This can lead to issues where we want to discuss issues internally by email, but not include the client. Can this functionality be turned off? It sounds like your employee wants to Comment rather than Reply/Correspond. Replies/Correspondences go out to the Requestors by default, while Comments only go to the internal AdminCcs by default. You can tweak these in the Scrips configuration. -kevin pgpZQKBjadf8K.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Mail inside the local domain
On Tue, Jan 03, 2012 at 02:15:39PM -0600, Randy Black wrote: I need to restrict mail from leaving the domain (mail going to external domains from RT. They need to go to /dev/null) or I need a way to strip the requestor off of the ticket and change the requestor to nobody. Any and all help will be appreciated. The easiest way to do that is likely at the MTA level. You could certainly do it in RT by writing a scrip to strip off Requestors, but I would probably solve it at a lower level. -kevin pgpJwK7aumiWi.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Mail inside the local domain
Can you give me a brief of how this would be done RT, for sanities sake? I have looked at multiple ways via postfix and most solutions seem too large for the simple task we need done. Thanks Kevin, Randy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, January 03, 2012 3:41 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mail inside the local domain On Tue, Jan 03, 2012 at 02:15:39PM -0600, Randy Black wrote: I need to restrict mail from leaving the domain (mail going to external domains from RT. They need to go to /dev/null) or I need a way to strip the requestor off of the ticket and change the requestor to nobody. Any and all help will be appreciated. The easiest way to do that is likely at the MTA level. You could certainly do it in RT by writing a scrip to strip off Requestors, but I would probably solve it at a lower level. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
