[rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,
I'm trying to set up a different subject for different queues in the
same template (autoreply). This doesn't seem to work:

{
if ($Ticket-QueueObj-Name eq 'Work Queue') {
Subject: Helpdesk Job Logged: {$Ticket-Subject}
Output this;
}
elsif ($Ticket-QueueObj-Name eq 'Task Queue') {
Subject: Support Job Logged: {$Ticket-Subject}
Output that;
}
else {
Output other;
}
}

Is there a way to get this work?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

[rt-users] view agent attached file/image in a reply/comment

[Mayk Backus]

Hi list,

I noticed that when a reply is made on a ticket by one of our agents,
and there's an attachement i can't view this.  For example when someone
sends a screenshot of something, i can see the file is attached when
downloading the it with headers , but is there a way to view the
attachment (image, etc) inside RT ?

thanx

Greets

Mayk Backus



RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Joe Harris]

I am pretty sure you can define that on the queue edit screen. I set up 
different subject prefixes per queue when I created them. As long as it is a 
per queue difference and not changes within a queue based on something else. 

Someone correct me if I'm wrong. 

Sent from my mobile device. 

On Feb 1, 2012, at 6:03 AM, Giuseppe Sollazzo gsoll...@sgul.ac.uk wrote:

 
 -BEGIN PGP SIGNED MESSAGE-
 Hash: SHA1
 
 Hi,
 I'm trying to set up a different subject for different queues in the
 same template (autoreply). This doesn't seem to work:
 
 {
 if ($Ticket-QueueObj-Name eq 'Work Queue') {
 Subject: Helpdesk Job Logged: {$Ticket-Subject}
 Output this;
 }
 elsif ($Ticket-QueueObj-Name eq 'Task Queue') {
 Subject: Support Job Logged: {$Ticket-Subject}
 Output that;
 }
 else {
 Output other;
 }
 }
 
 Is there a way to get this work?
 
 Thanks,
 Giuseppe
 
 - -- 
 
 
 Giuseppe Sollazzo
 Senior Systems Analyst
 Computing Services
 Information Services
 St. George's, University Of London
 Cranmer Terrace
 London SW17 0RE
 
 Email: gsoll...@sgul.ac.uk
 Direct Dial: +44 20 8725 5160
 Fax: +44 20 8725 3583
 
 -BEGIN PGP SIGNATURE-
 Version: GnuPG v1.4.10 (GNU/Linux)
 Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
 
 iQEcBAEBAgAGBQJPKRwCAAoJEAqigArPBfJXFCwH/iHe/oMnhx4fUV3AT4r55VFM
 PZHTLycb7mgsG1Nd4N0aIV3EQoGLIXe2YH1GaJIHLbs58q49r/fhzghjRYSGAYDt
 byk1NZGSXbItHwKM5D/cHX6xp/4SYDEeybtgCRbYKI51WsGIc7pX71TRjqQfNspv
 I5t4Pniq8VweKtl6y46eJiZK2cUVYTFmEy51xd32R+p1i5quw4BXV/oAWhC27+AT
 TlsNCnGye8BUD7NA0GAcaGzKCyKnMIJDbNm9ye14aEr6D/5+QXD2FoTxldI9EX7p
 qCUOYC+g4o+rBihSpEK5dUH4pJ3wbidBfI1plMLopkTFLI4BSy/8lXqD4bwQzpA=
 =OqSg
 -END PGP SIGNATURE-
 
 
 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] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 12:03, Joe Harris wrote:
 I am pretty sure you can define that on the queue edit screen. I
 set up different subject prefixes per queue when I created them. As
 long as it is a per queue difference and not changes within a queue
 based on something else.

 Someone correct me if I'm wrong.

 Sent from my mobile device.

Hi Joe,

thanks for that. Your suggestion changes only the SubjectTag, though.

What I'd like to understand is if my solution can be made to work - or
if there's any reason why it shouldn't. I might need to do more
versatile stuff than just adapting the Subject in that very simple
way, so if there's anyone who can recommend how to do so, please let
me know.

Thanks,
Giuseppe


 On Feb 1, 2012, at 6:03 AM, Giuseppe Sollazzo gsoll...@sgul.ac.uk
 wrote:


 Hi, I'm trying to set up a different subject for different queues
 in the same template (autoreply). This doesn't seem to work:

 { if ($Ticket-QueueObj-Name eq 'Work Queue') { Subject: Helpdesk
 Job Logged: {$Ticket-Subject} Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Subject: Support Job
 Logged: {$Ticket-Subject} Output that; } else { Output other;
 } }

 Is there a way to get this work?

 Thanks, Giuseppe


- 
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Gerard FENELON]

Hi Giuseppe

what is your definition of This doesn't seem to work ?
what is the (bad) behaviour that you are seeing ?
Does an email get sent or not ?
What is its subject line and content ?
Anything in the logs ?

Gerard

On 2012-02-01 12:03, Giuseppe Sollazzo wrote:

Hi,
I'm trying to set up a different subject for different queues in the
same template (autoreply). This doesn't seem to work:

{
if ($Ticket-QueueObj-Name eq 'Work Queue') {
Subject: Helpdesk Job Logged: {$Ticket-Subject}
Output this;
}
elsif ($Ticket-QueueObj-Name eq 'Task Queue') {
Subject: Support Job Logged: {$Ticket-Subject}
Output that;
}
else {
Output other;
}
}

Is there a way to get this work?

Thanks,
Giuseppe



RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 13:08, Gerard FENELON wrote:
 Hi Giuseppe

 what is your definition of This doesn't seem to work ? what is
 the (bad) behaviour that you are seeing ? Does an email get sent or
 not ? What is its subject line and content ? Anything in the logs
 ?

 Gerard


Hi Gerard,

I should have been clearer but I thought it was evident: the Subject
line is not valid Perl, so you can't compile a script built that way.

The question is if there's a standard way to add that directive (a
non-Perl one) within the if-clause.


Thanks,
Giuseppe


 On 2012-02-01 12:03, Giuseppe Sollazzo wrote:
 Hi, I'm trying to set up a different subject for different queues
 in the same template (autoreply). This doesn't seem to work:

 { if ($Ticket-QueueObj-Name eq 'Work Queue') { Subject:
 Helpdesk Job Logged: {$Ticket-Subject} Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Subject: Support Job
 Logged: {$Ticket-Subject} Output that; } else { Output
 other; } }

 Is there a way to get this work?

 Thanks, Giuseppe

  RT Training Sessions
 (http://bestpractical.com/services/training.html) * Boston March 5
  6, 2012


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Gerard FENELON]

Try something like

Subject: { if ($Ticket-QueueObj-Name eq 'Work Queue')
{ Helpdesk Job Logged: {$Ticket-Subject} Output this; }
elsif ($Ticket-QueueObj-Name eq 'Task Queue')
{ Support Job Logged: {$Ticket-Subject} Output that; }
else
{ Output other; }
}

In other words, your perl script should return a string.

Gerard

On 2012-02-01 14:18, Giuseppe Sollazzo wrote:

On 01/02/12 13:08, Gerard FENELON wrote:

Hi Giuseppe

what is your definition of This doesn't seem to work ? what is
the (bad) behaviour that you are seeing ? Does an email get sent or
not ? What is its subject line and content ? Anything in the logs
?

Gerard

Hi Gerard,

I should have been clearer but I thought it was evident: the Subject
line is not valid Perl, so you can't compile a script built that way.

The question is if there's a standard way to add that directive (a
non-Perl one) within the if-clause.

Thanks,
Giuseppe


On 2012-02-01 12:03, Giuseppe Sollazzo wrote:

Hi, I'm trying to set up a different subject for different queues
in the same template (autoreply). This doesn't seem to work:

{ if ($Ticket-QueueObj-Name eq 'Work Queue') { Subject:
Helpdesk Job Logged: {$Ticket-Subject} Output this; } elsif
($Ticket-QueueObj-Name eq 'Task Queue') { Subject: Support Job
Logged: {$Ticket-Subject} Output that; } else { Output
other; } }

Is there a way to get this work?

Thanks, Giuseppe


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 13:30, Gerard FENELON wrote:
 Try something like

 Subject: { if ($Ticket-QueueObj-Name eq 'Work Queue') { Helpdesk
 Job Logged: {$Ticket-Subject} Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Support Job Logged:
 {$Ticket-Subject} Output that; } else { Output other; } }

 In other words, your perl script should return a string.

 Gerard

Hi Gerard,
I begin to understand.

However, there is a problem with the {$Ticket-Subject} which I'm not
sure I know how to deal with

I get a subject line like:
*Helpdesk Job Logged: {RT::Ticket=HASH(0x1034ec88)-Subject} Output that*

which suggests the compiler is getting the object as a pointer rather
than its content.  Any idea?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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* Boston — March 5  6, 2012

[rt-users] Prepared statement already exists...

[Matthias Leisi]

Hello,

I got some support debugging my prepared statement already exists
issue with RT 4.0.4 on #rt, but I believe it is more efficient on the
mailing list. I'm not fully sure whether this is an issue in RT, in
Postgresql or DBI, or something completely different, but I'll try to
start at RT.

We recently upgraded to RT 4.0.4 (using Postgresql 8.4 as in the
previous RT 3.8.7, see upgrade steps below). Since then, we have the
prepared statement already exists error; this results in RT being
inaccessible. We currently see no other option than to restart the DB
server (or issue select * from pg_terminate_backend(serverpid); as
super-user within Postgres).

The error condition pops up about once a day, after a couple of hours
of usage. The usage is minimal (usually, only a handful of
transactions on a single-digit tickets are executed each day). On the
RT side, the error usually looks like

| [Mon Jan 30 22:58:00 2012] [warning]: DBD::Pg::st execute failed:
ERROR:  prepared statement
|dbdpg_p27347_5 already exists at
/usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm
|line 44. (/usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm:44)

On the Postfix side:

| 2012-01-31 00:18:31 CET rt4 rt_user 4f270fbe.633d ERROR:  prepared
statement dbdpg_p27347_5 already exists

27347 is always equal to the PID of the httpd parent process on the
webserver, which obviously is used as an identifier for the prepared
statement, together with a seemingly increasing counter.

I have also seen another error messages mixed in with already exists:

| 2012-01-29 22:46:09 CET rt4 rt_user 4f25be1e.304 ERROR:  bind
message supplies 2 parameters,
|   but prepared statement dbdpg_p27347_5 requires 1

And on the Apache side:

| [Sun Jan 29 21:46:09 2012] [warning]: DBD::Pg::st execute failed:
ERROR:  bind message supplies
|   2 parameters, but prepared statement dbdpg_p27347_5 requires 1 at
|   usr/lib/perl5/site_perl/5.12.1/DBIx/SearchBuilder/Handle.pm line 509.

If the error condition pops up, the mail gateway is also affected
(with the same error message).

Things I tried (partially based on suggestions on #rt), unfortunately
without success:

* Upgrade DBI-related stuff (done on both machines, as non-RT stuff
could potentially profit on both ends)
* Upgrade Postgresql to latest supported release
* SetHandler perl-script instead of SetHandler modperl

Some setup information:

The webserver / RT installation is on one physical box (together with
other web apps), the database sits on a different physical box
(sharing a Postgres instance with other databases). This backend
access runs over IPv6 (if this makes a difference).

* openSUSE 11.3 (x86_64) on both systems.
* perl -MDBI -le 'print $DBI::VERSION' = 1.609 on both systems.
* perl --version = 5.12.1 on both systems
* psql (server, clients, lib etc) is on version 8.4.7 on both systems.

RT_SiteConfig is set to Set($WebExternalAuth , 1);., RT4 lives in
subdirectory /rt4, Basic Auth happens on the root directory.
Everything runs over https. There is only a small number of users who
access RT at all, interaction with external users happens via incoming
and outgoing email.

Upgrade steps from 3.8.7 to 4.0.4:

| Backup RT3 database: postgres@db:/home/backup
|   /usr/bin/pg_dump -Ft rt3  /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar
| Create new RT4 database: postgres@db:~ createdb rt4
| Restore RT4 DB from RT3 dump: postgres@db:~ pg_restore
|--dbname=rt4 --verbose /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar
| wget http://download.bestpractical.com/pub/rt/release/rt-4.0.4.tar.gz
| tar xvf rt-4.0.4.tar.gz
| cd rt-4.0.4/
| ./configure prefix=local path --enable-gpg --with-web-user=wwwrun
|--with-web-group=www --with-db-type=Pg --with-db-host=db
--with-db-rt-pass=password
| make testdeps and make fixdeps (repeated)
| make upgrade
| Add a line for rt_user access to rt4 to
|postgres@db:/var/lib/pgsql/data/pg_hba.conf
| make upgrade-database
| Enter RT version you're upgrading from: 3.8.7

I don't want to spam the (public) group with the output of
Admin/Tools/Configuration.html, but I can put it somewhere if it would
help diagnosing the issue.

I'm honestly at a loss on how to identify the root cause of this. Any
hints appreciated, and I'm more than happy to provide more
config/setup information or perform additional tests. Since the
problem can not be directly reproduced, but only observed over about
24 hours, it is difficult to judge whether a change actually improved
things, or was irrelevant, but I'll do my best ;)

Thanks,
-- Matthias

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Gerard,
many thanks - that worked.

I really need to refresh my Perl...

Cheers,
Giuseppe

On 01/02/12 13:49, Gerard FENELON wrote:
 I suspect my proposal is wrong Try instead

 Subject: { if ($Ticket-QueueObj-Name eq 'Work Queue') { Helpdesk
 Job Logged:  . $Ticket-Subject .  Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Support Job Logged: 
 . $Ticket-Subject .  Output that; } else { Output other; } }

 Gerard

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] Prepared statement already exists...

[Matthias Leisi]

One addition:

 * perl -MDBI -le 'print $DBI::VERSION' = 1.609 on both systems.

DBD::Pg is at 2.18.1, which seems to be the most recent released
version according to http://search.cpan.org/dist/DBD-Pg/Pg.pm

-- Matthias

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] view agent attached file/image in a reply/comment

[Bart]

Add these options to your RT_SiteConfig.pm:

# ---
 # HTML Attachments
 # ---
 Set($TrustHTMLAttachments, 1);
 Set($PreferRichText, 1);



-- Bart


Op 1 februari 2012 12:07 schreef Mayk Backus bac...@nlcom.nl het volgende:

 Hi list,

 I noticed that when a reply is made on a ticket by one of our agents,
 and there's an attachement i can't view this.  For example when someone
 sends a screenshot of something, i can see the file is attached when
 downloading the it with headers , but is there a way to view the
 attachment (image, etc) inside RT ?

 thanx

 Greets

 Mayk Backus


 
 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] Help installing RT4 on Ubuntu

[Bart]

Hi,

Are you trying to do the source installation on Ubuntu? (btw, which version
of Ubuntu?)

At least, it looks that way. If the above is what you've done then I really
don't understand the external auth errors your getting, a clean
installation doesn't contain external auth...

My advise would be to make sure you have a clean installation up and
running first before playing with plugins (theres really no point).

Also, if you have the latest Ubuntu server then you can also install RT
using Aptitude ( aptitude search request-tracker4 ).

I assume you've documented all your steps up to this point, could you show
us exactly what you've done? (you've installed plugins, so undo that to
begin with or at least turn off the plugins in the RT_SiteConfig).


-- Bart


Op 31 januari 2012 20:36 schreef Borngunners borngunn...@aol.com het
volgende:

  Okay. Now I have try to reinstall RT again and so far these are the
 configurations I have:

 root@helpdesks:/var/tmp/rt-4.0.4# make initialize-database
 /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
 --action init --prompt-for-dba-password
 In order to create or update your RT database, this script needs to
 connect to your  mysql instance on localhost as root
 Please specify that user's database password below. If the user has no
 database
 password, just press return.

 Password:
 Working with:
 Type:   mysql
 Host:   localhost
 Name:   rt4
 User:   rtuser
 DBA:root
 Now creating a mysql database rt4 for RT.
 Done.
 Now populating database schema.
 Done.
 Now inserting database ACLs.
 Granting access to rtuser@'localhost' on rt4.
 Done.
 Now inserting RT core system objects.
 Done.
 [Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration has
 been replaced by the new Lifecycles
 functionality. You should set the 'active' property of the 'default'
 lifecycle and add transition rules; see RT_Config.pm for documentation.
 (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)
 Now inserting data.
 [Tue Jan 31 19:32:37 2012] [info]:
 RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
 SuperUser, Disabled: 0, EmailAddress: root@localhost, Gecos: root, Name:
 root, Password: password, Privileged: 1, RealName: Enoch Root
 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
 [Tue Jan 31 19:32:37 2012] [error]: Could not set user info
 (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
 [Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : Couldn't
 find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)
 Done inserting data.
 Done.


 Apache configuration:
 VirtualHost helpdesks.uhc.umd.edu
   ErrorLog /opt/rt4/var/log/apache2.error
   TransferLog /opt/rt4/var/log/apache2.access
   # LogLevel debug

   AddDefaultCharset UTF-8

   DocumentRoot /opt/rt4/share/html
Location /
Order allow,deny
Allow from all

SetHandler perl-script

PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server
/Location
 Perl

 use Plack::Handler::Apache2;
 Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
 /Perl
 /VirtualHost


 thanks,


  -Original Message-
 From: Kevin Falcone falc...@bestpractical.com
 To: rt-users rt-users@lists.bestpractical.com
 Sent: Mon, Jan 30, 2012 6:32 pm
 Subject: Re: [rt-users] Help installing RT4 on Ubuntu

  On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:
 Hello Falcone,
 I have tried the config as stated. This is the message I receive after
 starting apche:
 root@helpdesks:/etc/apache2# /etc/init.d/apache2 start
  * Starting web server
 apache2
 [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: 
  Table
 'rt4.Users' doesn't
 exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line
 587.
 (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)

 You don't appear to have created the RT database.

 When you said

 On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:
 I have installed RT 4 on ubuntu and have tested the web after

 What did you do to install RT?  It'd be great if you looked through
 the README and compared the steps to the notes about what you did.

 -kevin

  
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston � March 5  6, 2012


 
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[rt-users] RT 4 Approvals?

[Jeff Blaine]

Where might I find information on the per-queue
setting for Workflow which has a choice called
Approval

What is the idea?  Where is it explained?

How does one make use of it?

I converted a test queue to use the Approval workflow,
submitted a ticket, resolved the ticket, and saw nothing
out of the ordinary.

It's quite possible this has been around for awhile,
but we made the jump from 3.4.4 to 4.0.4.

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Re: [rt-users] Two questions

[Kevin Falcone]

On Tue, Jan 31, 2012 at 12:54:04PM -0500, Josh Narins wrote:
  On Tue, Jan 31, 2012 at 09:28:00AM -0500, Josh Narins wrote:
  I got partway along writing a Mail Plugin for RT3.8, but,
  somewhere along the way, I lost it.
  
  Can anyone point me to any documentation on them? My goal is to
  remove the endlessly
  duplicating newlines of the quoted text on each reply to our
  tickets and to remove the
  signatures.
 
  There is actually code in 3.8.10 or later to work around Outlook's
  bugs with newlines.
 
 I'm running 4.0.2 and still have the problem.

Please followup with some sample data to rt-bugs?  Thanks

-kevin


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Re: [rt-users] Unknown encoding in rt-mailgate

[Kevin Falcone]

On Wed, Feb 01, 2012 at 07:42:29AM +0100, Robert Wysocki wrote:
 Dnia 2012-01-31, wto o godzinie 21:43 +0400, Ruslan Zakirov pisze:
  
  Was it a mistake in encoding or just unsupported one? Anyway, it
  should be reported as a bug report with more details about what was in
  headers and what is actual encoding of the mail.
 
 The actual encoding was iso-8859-2 and the declared one was iso-8852-2.
 I think it was i typo.

I think your options come down to:

running sed over your mail queue
temporary hack in RT::I18N::_CanonicalizeCharset
use Encode::Alias in the right place to 
define_alias( newName = ENCODING)

-kevin


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Re: [rt-users] Full text search problem on sphinx v4.0.4

[Kevin Falcone]

On Wed, Feb 01, 2012 at 01:32:30PM +0900, Toru wrote:
 I am testing rt v4.0.4 with mysql(compiled with sphinx capability) and having 
 some trouble in full text searching. 
 
 Here are some sample search queries from rt.
 
 
 - Case1: full text search ok with returning right results.
 
 --
 ( Content LIKE '' ) AND ( Status = 'new' OR Status = 'open' OR Status = 
 'stalled' )
 
 ( Content LIKE '' OR  Content LIKE '') AND ( Status = 'new' OR Status 
 = 'open' OR Status = 'stalled' )
 --
 
 - Case2: full text search  not ok returning no results and  rt seems  not 
 sending any search query through sphinx.(no result log in sphinx's query.log)
 
 --
 ( Content LIKE '' AND Content LIKE '' ) AND ( Status = 'new' OR 
 Status = 'open' OR Status = 'stalled' )
 --
 
 
 I checked both search queries without fulltext configuration and Case1 and 2 
 both seems returning ok result.
 
 
 My v4.0.4 environment is as follow,
 
 - rt   v4.0.4
 - perl v5.14.2
 - mysql v5.1.61
 - sphinx 2.0.3
 
 My configurations (sphinx.conf and RT_SiteConfig.pm) are almost default 
 setting and I haven't done any customization of rt codes.

I've bounced this into the bugtracker as
http://issues.bestpractical.com/Ticket/Display.html?id=19357
to see if we can replicate.  Thanks

-kevin


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Re: [rt-users] Set Subject in if/then clause

[Kevin Falcone]

On Wed, Feb 01, 2012 at 01:55:34PM +, Giuseppe Sollazzo wrote:
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
 
Hi Gerard,
many thanks - that worked.
 
I really need to refresh my Perl...
 
Cheers,
Giuseppe
 
On 01/02/12 13:49, Gerard FENELON wrote:
 I suspect my proposal is
  wrong Try instead
 
  
 
   Subject: { if ($Ticket-QueueObj-Name eq 'Work
  Queue') { Helpdesk
 
   Job Logged:  . $Ticket-Subject .  Output this; }
  elsif
 
   ($Ticket-QueueObj-Name eq 'Task Queue') { Support
  Job Logged: 
 
   . $Ticket-Subject .  Output that; } else { Output
  other; } }
 
  
 
   Gerard
 

Guiseppe - for reference, the syntax Gerard gave you came from the
fact that RT's templates are Text::Templates and you can read more
about them on CPAN:

http://search.cpan.org/dist/Text-Template/lib/Text/Template.pm

-kevin


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Re: [rt-users] Prepared statement already exists...

[Ruslan Zakirov]

Hi,

From what you have posted I suspect that problem is in DBI/DBD::Pg
modules. When you check version of the modules, double check with RT's
UI to make sure what you get in command line interface matches what RT
loads. Try downgrading DBD::Pg.

As workaround you can try to disable server side preparing of statements:

http://search.cpan.org/~turnstep/DBD-Pg-2.18.1/Pg.pm#pg_server_prepare_(integer)

On Wed, Feb 1, 2012 at 17:50, Matthias Leisi matth...@leisi.net wrote:
 Hello,

 I got some support debugging my prepared statement already exists
 issue with RT 4.0.4 on #rt, but I believe it is more efficient on the
 mailing list. I'm not fully sure whether this is an issue in RT, in
 Postgresql or DBI, or something completely different, but I'll try to
 start at RT.

 We recently upgraded to RT 4.0.4 (using Postgresql 8.4 as in the
 previous RT 3.8.7, see upgrade steps below). Since then, we have the
 prepared statement already exists error; this results in RT being
 inaccessible. We currently see no other option than to restart the DB
 server (or issue select * from pg_terminate_backend(serverpid); as
 super-user within Postgres).

 The error condition pops up about once a day, after a couple of hours
 of usage. The usage is minimal (usually, only a handful of
 transactions on a single-digit tickets are executed each day). On the
 RT side, the error usually looks like

 | [Mon Jan 30 22:58:00 2012] [warning]: DBD::Pg::st execute failed:
 ERROR:  prepared statement
 |    dbdpg_p27347_5 already exists at
 /usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm
 |    line 44. (/usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm:44)

 On the Postfix side:

 | 2012-01-31 00:18:31 CET rt4 rt_user 4f270fbe.633d ERROR:  prepared
 statement dbdpg_p27347_5 already exists

 27347 is always equal to the PID of the httpd parent process on the
 webserver, which obviously is used as an identifier for the prepared
 statement, together with a seemingly increasing counter.

 I have also seen another error messages mixed in with already exists:

 | 2012-01-29 22:46:09 CET rt4 rt_user 4f25be1e.304 ERROR:  bind
 message supplies 2 parameters,
 |   but prepared statement dbdpg_p27347_5 requires 1

 And on the Apache side:

 | [Sun Jan 29 21:46:09 2012] [warning]: DBD::Pg::st execute failed:
 ERROR:  bind message supplies
 |   2 parameters, but prepared statement dbdpg_p27347_5 requires 1 at
 |   usr/lib/perl5/site_perl/5.12.1/DBIx/SearchBuilder/Handle.pm line 509.

 If the error condition pops up, the mail gateway is also affected
 (with the same error message).

 Things I tried (partially based on suggestions on #rt), unfortunately
 without success:

 * Upgrade DBI-related stuff (done on both machines, as non-RT stuff
 could potentially profit on both ends)
 * Upgrade Postgresql to latest supported release
 * SetHandler perl-script instead of SetHandler modperl

 Some setup information:

 The webserver / RT installation is on one physical box (together with
 other web apps), the database sits on a different physical box
 (sharing a Postgres instance with other databases). This backend
 access runs over IPv6 (if this makes a difference).

 * openSUSE 11.3 (x86_64) on both systems.
 * perl -MDBI -le 'print $DBI::VERSION' = 1.609 on both systems.
 * perl --version = 5.12.1 on both systems
 * psql (server, clients, lib etc) is on version 8.4.7 on both systems.

 RT_SiteConfig is set to Set($WebExternalAuth , 1);., RT4 lives in
 subdirectory /rt4, Basic Auth happens on the root directory.
 Everything runs over https. There is only a small number of users who
 access RT at all, interaction with external users happens via incoming
 and outgoing email.

 Upgrade steps from 3.8.7 to 4.0.4:

 | Backup RT3 database: postgres@db:/home/backup
 |   /usr/bin/pg_dump -Ft rt3  /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar
 | Create new RT4 database: postgres@db:~ createdb rt4
 | Restore RT4 DB from RT3 dump: postgres@db:~ pg_restore
 |    --dbname=rt4 --verbose /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar
 | wget http://download.bestpractical.com/pub/rt/release/rt-4.0.4.tar.gz
 | tar xvf rt-4.0.4.tar.gz
 | cd rt-4.0.4/
 | ./configure prefix=local path --enable-gpg --with-web-user=wwwrun
 |    --with-web-group=www --with-db-type=Pg --with-db-host=db
 --with-db-rt-pass=password
 | make testdeps and make fixdeps (repeated)
 | make upgrade
 | Add a line for rt_user access to rt4 to
 |    postgres@db:/var/lib/pgsql/data/pg_hba.conf
 | make upgrade-database
 | Enter RT version you're upgrading from: 3.8.7

 I don't want to spam the (public) group with the output of
 Admin/Tools/Configuration.html, but I can put it somewhere if it would
 help diagnosing the issue.

 I'm honestly at a loss on how to identify the root cause of this. Any
 hints appreciated, and I'm more than happy to provide more
 config/setup information or perform additional tests. Since the
 problem can not be directly reproduced, but only observed over about
 24 hours, 

Re: [rt-users] view agent attached file/image in a reply/comment

[Kevin Falcone]

On Wed, Feb 01, 2012 at 03:49:45PM +0100, Bart wrote:
Add these options to your RT_SiteConfig.pm:
 
  # ---
  # HTML Attachments
  # ---

This is the config that will do what he wants
  Set($PreferRichText, 1);

This one means that when you click Download on an HTML attachment, we
don't disable the javascript. It's important to read and understand the
docs for it. This also makes no difference to the inline history
display of RT.
  Set($TrustHTMLAttachments, 1);

Often you need PreferRichText + MaxAllowedInline.  Rarely do you need
TrustHTMLAttachments.

-kevin

-- Bart
 
Op 1 februari 2012 12:07 schreef Mayk Backus [1]bac...@nlcom.nl het 
 volgende:
 
  Hi list,
 
  I noticed that when a reply is made on a ticket by one of our agents,
  and there's an attachement i can't view this. For example when someone
  sends a screenshot of something, i can see the file is attached when
  downloading the it with headers , but is there a way to view the
  attachment (image, etc) inside RT ?
 
  thanx
 
  Greets
 
  Mayk Backus


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Re: [rt-users] RT 4 Approvals?

[Kevin Falcone]

On Wed, Feb 01, 2012 at 11:43:29AM -0500, Jeff Blaine wrote:
 Where might I find information on the per-queue
 setting for Workflow which has a choice called
 Approval
 
 What is the idea?  Where is it explained?
 
 How does one make use of it?
 
 I converted a test queue to use the Approval workflow,
 submitted a ticket, resolved the ticket, and saw nothing
 out of the ordinary.
 
 It's quite possible this has been around for awhile,
 but we made the jump from 3.4.4 to 4.0.4.

The Lifecycle (I'm not sure where Workflow came from) field on a Queue 
changes which statuses are available in that queue.  Changing a random
queue from default to approval doesn't turn it into an Approval queue.
That Lifecycle is only intended to be used on the ___Approvals queue
and there's a bug open to hide it from normal queues to avoid the
confusion that it causes.

-kevin


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Re: [rt-users] Unknown encoding in rt-mailgate

[Ruslan Zakirov]

On Wed, Feb 1, 2012 at 23:11, Kevin Falcone falc...@bestpractical.com wrote:
 On Wed, Feb 01, 2012 at 07:42:29AM +0100, Robert Wysocki wrote:
 Dnia 2012-01-31, wto o godzinie 21:43 +0400, Ruslan Zakirov pisze:
 
  Was it a mistake in encoding or just unsupported one? Anyway, it
  should be reported as a bug report with more details about what was in
  headers and what is actual encoding of the mail.

 The actual encoding was iso-8859-2 and the declared one was iso-8852-2.
 I think it was i typo.

 I think your options come down to:

 running sed over your mail queue
 temporary hack in RT::I18N::_CanonicalizeCharset
 use Encode::Alias in the right place to
    define_alias( newName = ENCODING)

It's a workaround. RT may be improved:

* send error to owner of RT, I hope we already do this
* we can check encoding in email with Encode and if encode doesn't
know it then we ignore value and guess

So this deserves a bug report and I'm Bccing ticket.

 -kevin

 
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-- 
Best regards, Ruslan.

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Re: [rt-users] RT 4 Approvals?

[Jeff Blaine]

The Lifecycle (I'm not sure where Workflow came from) field on a Queue
changes which statuses are available in that queue.  Changing a random
queue from default to approval doesn't turn it into an Approval queue.
That Lifecycle is only intended to be used on the ___Approvals queue
and there's a bug open to hide it from normal queues to avoid the
confusion that it causes.


Yes, lifecycle.  I don't know where workflow came from.

Turns out I can't switch the queue's lifecycle back to
'default' now.  RT won't let me (no error, just won't
save the change).

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Re: [rt-users] RT 4 Approvals?

[Kevin Falcone]

On Wed, Feb 01, 2012 at 03:39:45PM -0500, Jeff Blaine wrote:
 The Lifecycle (I'm not sure where Workflow came from) field on a Queue
 changes which statuses are available in that queue.  Changing a random
 queue from default to approval doesn't turn it into an Approval queue.
 That Lifecycle is only intended to be used on the ___Approvals queue
 and there's a bug open to hide it from normal queues to avoid the
 confusion that it causes.
 
 Yes, lifecycle.  I don't know where workflow came from.
 
 Turns out I can't switch the queue's lifecycle back to
 'default' now.  RT won't let me (no error, just won't
 save the change).

Yeah, one of the other folks here found that recently, unfortunately
the fix didn't get rolled in before 4.0.5 hit the pre-release track.

http://issues.bestpractical.com/Ticket/Display.html?id=19286

You can test out his branch, or just go fiddle in the DB.  It's a
special case of the default lifecycle.  You can switch between other
lifecycles just fine which is why it took so long to spot.

-kevin


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[rt-users] External Auth using Active Directory 2008

[Howell, Van]

I am new to RT, Just setup a 4.0.4 server this week.
I am using CentOS 6.2 64 bit.
MySQL
Apache

I used Ken Prickett's CentOS5InstallPlus Some WIKI instructions and made the 
necessary mods to get things working, so to speak.

I am using the RT_SiteConfig.pm provided in the install doc. The only changes I 
made was to add my information.

The problem I am having is strange.
I have added several users into the RTUsers group I set up in AD.
The AD Administrator, a common Domain User called Test.Account that is located 
in the OU with all my other users, my personal account also located in the OU 
with all the other users and an alternate administrative account I use.

I can logon to RT with the AD Administrator account. I can logon to RT with the 
Test.Account and I can log in using my alternate account. But I cannot logon 
using my personal account. I also had my assistant test with her account and 
she cannot log on.
I have studied the problem and cannot find anything unique about the accounts 
that cannot logon.

Has anyone seen this problem before?


Van Howell
System Administrator
Lubbock Christian University


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Re: [rt-users] External Auth using Active Directory 2008

[Kevin Falcone]

On Wed, Feb 01, 2012 at 11:04:38PM +, Howell, Van wrote:
I have added several users into the RTUsers group I set up in AD.
 
The AD Administrator, a common Domain User called Test.Account that is 
 located in the OU with
all my other users, my personal account also located in the OU with all 
 the other users and an
alternate administrative account I use.
 
 
 
I can logon to RT with the AD Administrator account. I can logon to RT 
 with the Test.Account
and I can log in using my alternate account. But I cannot logon using my 
 personal account. I
also had my assistant test with her account and she cannot log on.
 
I have studied the problem and cannot find anything unique about the 
 accounts that cannot
logon.

We really need to see your configuration for RT-Authen-ExternalAuth
and your logs for the failed login, turned up to debug.

-kevin


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Re: [rt-users] Help installing RT4 on Ubuntu

[20/20 Lab]

It looks like your running this as a dedicated server (or a virtual host 
[ie rt.place.tld]).  I run it as a page.  Its on the same server as my 
nagios install.  here is my rt section.  There are a number of 
differences, but its someplace to start trying.


I also had to add LoadModule perl_module 
/usr/lib/apache2/modules/mod_perl.so to my apache2.conf.  This config 
is in my apache2.conf.


Location /rt
Order allow,deny
Allow from all

SetHandler perl-script
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server
/Location
Perl
use Plack::Handler::Apache2;
Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
/Perl

Now, I dont even begin think that I understand why this works.  I had to 
try a ton of things to get the two to play nice with eachother.  I'm 
running 11.10 (I think)


It looks like your running from an elevated prompt (in case your not I'd 
start there).  If you have no data in your database yet, do a make 
dropdb and redo your make initialize-database.


Hope this helps,
Matt

On 01/31/2012 11:36 AM, Borngunners wrote:
Okay. Now I have try to reinstall RT again and so far these are the 
configurations I have:


root@helpdesks:/var/tmp/rt-4.0.4# make initialize-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib 
sbin/rt-setup-database --action init --prompt-for-dba-password
In order to create or update your RT database, this script needs to 
connect to your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no 
database

password, just press return.

Password:
Working with:
Type:   mysql
Host:   localhost
Name:   rt4
User:   rtuser
DBA:root
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Granting access to rtuser@'localhost' on rt4.
Done.
Now inserting RT core system objects.
Done.
[Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration 
has been replaced by the new Lifecycles

functionality. You should set the 'active' property of the 'default'
lifecycle and add transition rules; see RT_Config.pm for 
documentation. (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)

Now inserting data.
[Tue Jan 31 19:32:37 2012] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: 
SuperUser, Disabled: 0, EmailAddress: root@localhost, Gecos: root, 
Name: root, Password: password, Privileged: 1, RealName: Enoch Root 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Tue Jan 31 19:32:37 2012] [error]: Could not set user info 
(/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
[Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : 
Couldn't find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)

Done inserting data.
Done.


Apache configuration:
VirtualHost helpdesks.uhc.umd.edu
  ErrorLog /opt/rt4/var/log/apache2.error
  TransferLog /opt/rt4/var/log/apache2.access
  # LogLevel debug

  AddDefaultCharset UTF-8

  DocumentRoot /opt/rt4/share/html
Location /
   Order allow,deny
   Allow from all

   SetHandler perl-script
   PerlResponseHandler Plack::Handler::Apache2
   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
/Location
Perl
use Plack::Handler::Apache2;
Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
/Perl
/VirtualHost


thanks,


-Original Message-
From: Kevin Falcone falc...@bestpractical.com
To: rt-users rt-users@lists.bestpractical.com
Sent: Mon, Jan 30, 2012 6:32 pm
Subject: Re: [rt-users] Help installing RT4 on Ubuntu

On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:
 Hello Falcone,
 I have tried the config as stated. This is the message I receive after
starting apche:
 root@helpdesks:/etc/apache2# /etc/init.d/apache2 start
  * Starting web server
 apache2
 [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: Table
'rt4.Users' doesn't
 exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line
587.
 (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)

You don't appear to have created the RT database.

When you said

  On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:
   I have installed RT 4 on ubuntu and have tested the web after

What did you do to install RT?  It'd be great if you looked through
the README and compared the steps to the notes about what you did.

-kevin

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* Boston — March 5  6, 2012

[rt-users] RT-Authen-ExternalAuth plugin causes 'Can't locate Apache.pm in @INC' issue

[Srikumar Nair]

We have a RT 4.0.4 installation running on Apache.
We have some front end PHP code that calls Perl scripts which use Perl RT APIs 
for RT interactions.

Recently we installed the RT-Authen-ExternalAuth plugin (version 0.09) to RT.
This creates the the following error when ever the php tries to invoke the perl 
scripts.
But if I remove the plugin from the RT_SiteConfig.pm file everything works fine 
again.

Has anyone see this issue?


Can't locate Apache.pm in @INC (@INC contains: /opt/rt4/local/lib 
/opt/rt4/local/plugins/RT-Site-Facebook-TicketPageMenu/lib 
/opt/rt4/local/plugins/RT-Site-Facebook-SetQueue/lib 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib 
/opt/rt4/local/plugins/RT-Extension-ArticleTemplates/lib /opt/rt4/lib 
/opt/rt4/share/html/fb/perl 
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl 
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl 
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at 
/usr/lib/perl5/5.8.8/CGI/Cookie.pm line 38, DATA line 558.
Compilation failed in require at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm
 line 3, DATA line 558.
BEGIN failed--compilation aborted at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm
 line 3, DATA line 558.
Compilation failed in require at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm 
line 4, DATA line 558.
BEGIN failed--compilation aborted at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm 
line 4, DATA line 558.
Compilation failed in require at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
line 27, DATA line 558.
BEGIN failed--compilation aborted at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
line 27, DATA line 558.

Thanks a bunch.



RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] RT-Authen-ExternalAuth plugin causes 'Can't locate Apache.pm in @INC' issue

[Bart]

Are you only getting the errors when executing the custom PHP/Perl code? Or
does this also affect RT's user interface/functionality?

-- Bart


Op 2 februari 2012 02:33 schreef Srikumar Nair srikum...@fb.com het
volgende:



   We have a RT 4.0.4 installation running on Apache.
 We have some front end PHP code that calls Perl scripts which use Perl RT
 APIs for RT interactions.

  Recently we installed the RT-Authen-ExternalAuth plugin (version 0.09)
 to RT.
 This creates the the following error when ever the php tries to invoke the
 perl scripts.
 But if I remove the plugin from the RT_SiteConfig.pm file everything works
 fine again.

  Has anyone see this issue?


  Can't locate Apache.pm in @INC (@INC contains: /opt/rt4/local/lib
 /opt/rt4/local/plugins/RT-Site-Facebook-TicketPageMenu/lib
 /opt/rt4/local/plugins/RT-Site-Facebook-SetQueue/lib
 /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib
 /opt/rt4/local/plugins/RT-Extension-ArticleTemplates/lib /opt/rt4/lib
 /opt/rt4/share/html/fb/perl
 /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
 /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
 /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
 /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
 /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at
 /usr/lib/perl5/5.8.8/CGI/Cookie.pm line 38, DATA line 558.
 Compilation failed in require at
 /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm
 line 3, DATA line 558.
 BEGIN failed--compilation aborted at
 /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm
 line 3, DATA line 558.
 Compilation failed in require at
 /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
 line 4, DATA line 558.
 BEGIN failed--compilation aborted at
 /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm
 line 4, DATA line 558.
 Compilation failed in require at
 /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
 line 27, DATA line 558.
 BEGIN failed--compilation aborted at
 /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
 line 27, DATA line 558.

  Thanks a bunch.



 
 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