[rt-users] Thanks for your advice
Dear RT-fans or RT-nerds, thank you for your advice you have given me over the years. I am going to change my working place, in which I will not use the RT anymore. I hope we will see again, soon. Thanks for all, Wolfram We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Perl conflicts
On 30 Oct 2012, at 19:47, Thomas Sibley t...@bestpractical.com wrote: On 10/30/2012 12:21 PM, Ram wrote: How do folks deal with perl conflicts? We normally use RPMs for everything but that's not practical given the relatively high-version requirements of the rt4 branch so CPAN seems the only practical approach. Use a completely separate build of perl just for RT instead of the system installed and managed perl. Look at perlbrew for an easy way to build perl if you're not familiar with the process. I agree that's probably the most pain-free and robust method. On my Mac, where I do some RT tinkering as a standalone build, I have an rt-support directory in my home directory, and I put all the libraries RT needs in there, and I point my PERL5LIB and DYLD_LIBRARY_PATH variables at it whenever I'm working on RT. The relevant bits of my CPAN/MyConfig.pm file: 'makepl_arg' = q[INSTALL_BASE=~/rt-support], 'mbuildpl_arg' = q[--install_base ~/rt-support], and then my PERL5LIB is: $HOME/rt-support/lib/perl5 On my production RT server, which is running Ubuntu, I use the system perl, and install pre-packaged modules where I can, but if I can't I just let RT's 'make fixdeps' do what it likes, and install the necessary packages in the system's site perl directory. Since the server isn't used for anything other than RT, I'm not bothered about superseding what the OS itself installs. The major advantage of doing it that way is that it's then much easier to configure with the packaged versions of apache, mod_perl and so on. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. We're hiring! http://bestpractical.com/jobs
[rt-users] RES: receive mail using one account
Used procmail to do this. Procmail will forward to correct queue based on who is on To and Cc fields. :0 w * ^(Cc|To).*custom...@domain.com |/usr/bin/rt-mailgate --queue customer1 --action correspond --url http://127.0.0.1/rt/ :0 w * ^(Cc|To).*custom...@domain.com |/usr/bin/rt-mailgate --queue customer2 --action correspond --url http://127.0.0.1/rt/ De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: quarta-feira, 31 de outubro de 2012 02:45 Para: RT User List Assunto: [rt-users] receive mail using one account Hi, I am using mail get to receive mails for rt and it liike like it requires to have one mail address per each queue (I am quite sure I ahave configured this wrong :(). Is there any way to just have one mail box for all the ques in the RT Thanks and Regards (hope my request make sense) We're hiring! http://bestpractical.com/jobs
[rt-users] Monthly reports with REST (timeout)
Hi all, I've been generating monthly reports with a crontab script that includes a line like this: /opt/rt3/bin/rt list created = '2012-04-01' AND status != 'rejected' AND Queue = 'whatever' AND (owner = 'user1' OR owner = 'user2') | grep -v No matching results. | wc -l As you can see, I'm only interested in the total number of tickets. I've find out that with a large number of possible results, I get a timeout so 0 tickets are returned. However, using the web search, because of the paginated displays, the search is much faster and also the web shows how many items are in the whole list with a line Found: xxx tickets. My intention is still using an automated way to obtain the numbers. I've been reading the REST documentation and there is no way to query only for totals. Any ideas? Ignacio. We're hiring! http://bestpractical.com/jobs
[rt-users] RT 4 Translation problem
Hi everybody, I wanna translate a few english names to polish and it goes quite good. But i have problem to translate words from user-settings-seaved searches-My Tickets, Unowned Tickets and Bookmarket Tickets. I found one of them in right file with polish translation share/po/pl.po and put there polish words: msgid My Tickets msgstr Moje zgłoszenia But it doesn't change anything. Other two names i can't even find in this file. Maybe somebody knows how to change this words. I really appreciate any help Greetings, Jan attachment: tłumaczenie RT_wyszcz.JPG We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Perl conflicts
Date: Wed, 31 Oct 2012 10:10:56 + From: Tim Cutts t...@sanger.ac.uk To: Thomas Sibley t...@bestpractical.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl conflicts Message-ID: b823eddb-03a1-4bd4-bc4f-e5c6de19c...@sanger.ac.uk Content-Type: text/plain; charset=us-ascii On 30 Oct 2012, at 19:47, Thomas Sibley t...@bestpractical.com wrote: On 10/30/2012 12:21 PM, Ram wrote: How do folks deal with perl conflicts? We normally use RPMs for everything but that's not practical given the relatively high-version requirements of the rt4 branch so CPAN seems the only practical approach. Use a completely separate build of perl just for RT instead of the system installed and managed perl. Look at perlbrew for an easy way to build perl if you're not familiar with the process. I agree that's probably the most pain-free and robust method. On my Mac, where I do some RT tinkering as a standalone build, I have an rt-support directory in my home directory, and I put all the libraries RT needs in there, and I point my PERL5LIB and DYLD_LIBRARY_PATH variables at it whenever I'm working on RT. The relevant bits of my CPAN/MyConfig.pm file: 'makepl_arg' = q[INSTALL_BASE=~/rt-support], 'mbuildpl_arg' = q[--install_base ~/rt-support], and then my PERL5LIB is: $HOME/rt-support/lib/perl5 Yep this is exactly what we've tried but some of the required modules do not respect those parameters (INSTALL and MANPAGE). We started to tweak the perl make files for those modules one by one but it's not a great way to go. On my production RT server, which is running Ubuntu, I use the system perl, and install pre-packaged modules where I can, but if I can't I just let RT's 'make fixdeps' do what it likes, and install the necessary packages in the system's site perl directory. Since the server isn't used for anything other than RT, I'm not bothered about superseding what the OS itself installs. The major advantage of doing it that way is that it's then much easier to configure with the packaged versions of apache, mod_perl and so on. Our server runs CentOS 6 (downstream of RHEL 6) and it is no small feat to get most of the perl modules as rpms, it is impossible to get them all without building them ourselves. Any other ideas? thanks We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Perl conflicts
On 31 Oct 2012, at 16:45, Ram ram0...@gmail.com wrote: On my Mac, where I do some RT tinkering as a standalone build, I have an rt-support directory in my home directory, and I put all the libraries RT needs in there, and I point my PERL5LIB and DYLD_LIBRARY_PATH variables at it whenever I'm working on RT. The relevant bits of my CPAN/MyConfig.pm file: 'makepl_arg' = q[INSTALL_BASE=~/rt-support], 'mbuildpl_arg' = q[--install_base ~/rt-support], and then my PERL5LIB is: $HOME/rt-support/lib/perl5 Yep this is exactly what we've tried but some of the required modules do not respect those parameters (INSTALL and MANPAGE). We started to tweak the perl make files for those modules one by one but it's not a great way to go. As you see above, I don't set the individual locations like INSTALL and MANPAGE. Just the INSTALL_BASE. I have not found a single CPAN module that RT requires which did not install correctly in my ~/rt_support directory. Which ones did you have problems with? On my production RT server, which is running Ubuntu, I use the system perl, and install pre-packaged modules where I can, but if I can't I just let RT's 'make fixdeps' do what it likes, and install the necessary packages in the system's site perl directory. Since the server isn't used for anything other than RT, I'm not bothered about superseding what the OS itself installs. The major advantage of doing it that way is that it's then much easier to configure with the packaged versions of apache, mod_perl and so on. Our server runs CentOS 6 (downstream of RHEL 6) and it is no small feat to get most of the perl modules as rpms, it is impossible to get them all without building them ourselves. On Debian/Ubuntu systems there's a fabulous little package called dh-make-perl which whizzes off to CPAN, downloads the module sources, configures and builds it and results in a .deb package which you can install on the system. Before RT 4.0 came out, that's how I built all the perl modules for our RT server. It was a nice clean way to do it, if a bit of a faff. Does CentOS have a similar script for making RPM's out of CPAN modules? Regards, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Perl conflicts
On 10/31/2012 09:45 AM, Ram wrote: Any other ideas? It's worlds-apart easier and less error prone to use an entirely separate perl build instead of just a separate perl lib path. See perlbrew. We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT 4 Translation problem
Hi Jan, make sure you didn't forget to clear the Mason cache (/path to your rt/var/mason_data/obj). I also forget it sometimes and wonder why my German translations won't work. ;) Hope this helps! Have a nice evening! declaya -- View this message in context: http://old.nabble.com/RT-4-Translation-problem-tp34624758p34625441.html Sent from the Request Tracker - User mailing list archive at Nabble.com. We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Perl conflicts
On Wed, Oct 31, 2012 at 10:25:31AM -0700, Thomas Sibley wrote: On 10/31/2012 09:45 AM, Ram wrote: Any other ideas? It's worlds-apart easier and less error prone to use an entirely separate perl build instead of just a separate perl lib path. See perlbrew. +1 It is much, much easier and basically foolproof. Using the separate perl lib path is definitely harder to get right and requires more package config jiggering. From most to least work: 1. system perl + CPAN 2. RT specific perl + CPAN 3. RT specific perl lib path + CPAN + config tweaking Cheers, Ken We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT 4 Translation problem
On Wed, Oct 31, 2012 at 10:43:10AM -0700, declaya wrote: make sure you didn't forget to clear the Mason cache (/path to your rt/var/mason_data/obj). I also forget it sometimes and wonder why my German translations won't work. ;) If folks have translation updates, it'd be awesome to have them contributed back to launchpad so we can pull them into core. https://translations.launchpad.net/rt You may need to click on 'view all translations' -kevin pgpafgNszDfGA.pgp Description: PGP signature We're hiring! http://bestpractical.com/jobs
[rt-users] RT4.0.7 apache config question
Hello all, We have RT 4.0.7 installed on SLES11-SP2 64-bit Following is package version: This is perl, v5.10.0 built for x86_64-linux-thread-multi mysql Ver 14.12 Distrib 5.0.96, for suse-linux-gnu (x86_64) using EditLine wrapper apache2-2.2.12-1.30.1 apache2-mod_perl-2.0.4-40.19 After the installation, ran script (/opt/rt4/sbin/rt-server) to configure RT and it worked well! Note, we are running RT on port 8081, and see following in: /opt/rt4/etc/RT_SiteConfig.pm Set( $DatabasePort, '8081' ); Now, I am trying to configure apache using following (/etc/apache2/vhosts.d/rt.conf): --- VirtualHost *:8081 ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files ServerName my.server.name ErrorLog /var/log/rt4/apache2.error TransferLog /var/log/rt4/apache2.access LogLevel debug AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler modperl 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 --- When I try to start apache, I get following error: --- # Starting httpd2 (prefork) Syntax OK [Wed Oct 31 18:12:14 2012] [critical]: Undefined subroutine main:: called. END failed--call queue aborted. (/opt/rt4/sbin/../lib/RT.pm:341) Undefined subroutine main:: called. END failed--call queue aborted. The command line was: /usr/sbin/httpd2-prefork -f /etc/apache2/httpd.conf failed --- If I simply run the script (/opt/rt4/sbin/rt-server), RT works fine on port 8081 Have spent some time on google to resolve this error, but not getting anywhere. Anyone has any ideas or have seen this before? Thanks! We're hiring! http://bestpractical.com/jobs
[rt-users] Adding cc:'s and to:'s from subsequent emails.
Hi all, I guess I should start by asking if this is a good idea AT ALL. I believe I want to get the people cc:ed or added to the to: line in email responses added to the ticket as Ccs. Not sure I've phrased that in a way that parses well; if not, let me know and I'll rephrase. When I open a NEW ticket and cc: some people, they get added as cc:'s no problem, so I know the basic functionality is there. What I'm asking about is after the ticket is open, someone else is brought into the conversation as a cc, so he gets a copy of THIS email, but that new cc: doesn't see any other replies unless people reply to emails with him as a real cc:. I'd like the cc: to be added to the ticket so he sees all future correspondence whether he's specifically cc:ed or not. Is this a stupid idea? Is that why the ParseNewMessageForTicketCcs flag only does this for New tickets? Is there a similar flag for parsing all messages? I googled ParseMessageForTicketCcs (no New) and got a few old warnings, but nothing concrete. One warning was that anyone could cc: themselves on all your tickets just by spamming you, but I'm not clear on how that would work, and it could easily be avoided by only adding the cc:'s when parsing a message from someone who's already a cc:, watcher, or originator... Anyway, i'm starting to ramble here. Does anyone do this now? has anyone done it and wished they hadn't?? Note that this RT3 system is used primarily internally and by trusted clients. In theory it's not going to get spammed or beat on by outsiders. Thanks! --- Jason Marshall IT Manager Katalyst Data Management KELMAN is now KATALYST! Please visit www.katalystdm.com! We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Correspond yes but create No via email
On Wed, Oct 31, 2012 at 07:35:17PM +0100, Jonathan Khattir wrote: I would like that user create ticket only via Web server and reply via email or web interface, but by default when i send it to the correspond address, it will create a new ticket if the there isn't a ticket number (RT syntax) in the subject that will update an existing ticket. I don't allow to create ticket via email. The easiest way to do this is to reject emails at the mail server level that do not have subject tags. -kevin pgpj01cUcLzNC.pgp Description: PGP signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT 4 Translation problem
On 10/31/2012 08:32 AM, Jan Niezbędny wrote: I wanna translate a few english names to polish and it goes quite good. But i have problem to translate words from user-settings-seaved searches-My Tickets, Unowned Tickets and Bookmarket Tickets. I found one of them in right file with polish translation share/po/pl.po and put there polish words: msgid My Tickets msgstr Moje zgłoszenia But it doesn't change anything. Other two names i can't even find in this file. Maybe somebody knows how to change this words. I really appreciate any help This is a bug; those saved search names aren't properly localized in the source. Sorry for the hassle. I opened a bug for you: http://issues.bestpractical.com/Ticket/Display.html?id=21377 As Kevin notes, if you're improving the Polish translation, it'd be wonderful if you contributed your changes back to the community. There are instructions here for helping out: http://requesttracker.wikia.com/wiki/TranslationRosetta and the translation tool itself is at: https://translations.launchpad.net/rt/4.0 Thomas We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Adding cc:'s and to:'s from subsequent emails.
We use this RT Scrip: http://requesttracker.wikia.com/wiki/AddWatchersOnCorrespond ~Jason On 10/31/2012 02:52 PM, Jason Marshall wrote: Hi all, I guess I should start by asking if this is a good idea AT ALL. I believe I want to get the people cc:ed or added to the to: line in email responses added to the ticket as Ccs. Not sure I've phrased that in a way that parses well; if not, let me know and I'll rephrase. When I open a NEW ticket and cc: some people, they get added as cc:'s no problem, so I know the basic functionality is there. What I'm asking about is after the ticket is open, someone else is brought into the conversation as a cc, so he gets a copy of THIS email, but that new cc: doesn't see any other replies unless people reply to emails with him as a real cc:. I'd like the cc: to be added to the ticket so he sees all future correspondence whether he's specifically cc:ed or not. Is this a stupid idea? Is that why the ParseNewMessageForTicketCcs flag only does this for New tickets? Is there a similar flag for parsing all messages? I googled ParseMessageForTicketCcs (no New) and got a few old warnings, but nothing concrete. One warning was that anyone could cc: themselves on all your tickets just by spamming you, but I'm not clear on how that would work, and it could easily be avoided by only adding the cc:'s when parsing a message from someone who's already a cc:, watcher, or originator... Anyway, i'm starting to ramble here. Does anyone do this now? has anyone done it and wished they hadn't?? Note that this RT3 system is used primarily internally and by trusted clients. In theory it's not going to get spammed or beat on by outsiders. Thanks! --- Jason Marshall IT Manager Katalyst Data Management KELMAN is now KATALYST! Please visit www.katalystdm.com! We're hiring! http://bestpractical.com/jobs smime.p7s Description: S/MIME Cryptographic Signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Spreadsheet-esq Web Input
been playing aorund with this for a few day now. Able to design a table in the
WYSIWYG and have it email out properly (by setting the contect to html in the
templates) and show properly in the history (by pbypassing the scrubber).
still having an issue populating the Description field on a new ticket though.
any help is appreciated.
I managed to hack together my first callback from Create.html and it works
(yay!) but it's populating the WYSIWYG with unformatted text. if anyone knows
how to make this pop as an actual table please shoot me a line.
%init
my $ARGSRef = $ARGS{'ARGSRef'};
if ( $QueueObj-Name eq 'Cabling' ) {
$ARGSRef-{'Content'} = '
table broder=1 cellspacing=1 padding=1 align=center
style=width:500px
theadtr
thSource Rack /th
thSource Equip/th
thSource Port /th
thDest Rack /th
thDest Equip /th
thNotes /th
/tr/thead
tbodytr
td1/td
td2/td
td3/td
td4/td
td5/td
td6/td
/tbody/tr
/table
';
}
/%init
%args
$QueueObj = undef;
/%args
From: Lake, Seth M (Vangent)
Sent: Thursday, October 25, 2012 1:00 PM
To: rt-users@lists.bestpractical.com
Subject: RE: Spreadsheet-esq Web Input
I just realized that there is a table button in the WYSIWYG. was thinking I
could set a default ticket description as a table and do it that way. but it
looks like the format isn't maintained (the email is plain text with each table
cell as it's own line or mashed all on one line for history) so that won't
work...
had a few hits searching for request tracker grid but that looks like an
output, not an input method.
hmm...
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Re: [rt-users] how to do multiple separate approval sources
Aaron, Set up a queue for each building and then you can set up approvals for each individual Queue. Kenn On Tue, Oct 30, 2012 at 2:00 PM, Aaron Zuercher aaron.techge...@gmail.comwrote: Hi all, My school district has been using RT for IT for many years with great success. We are looking to expand the use and add approvals. I have setup a basic approval queue and am testing that but I'm not sure how to expand it to cover multiple buildings. Here's the use scenario: We what principals of each building (7 total) to be able to approve tickets from the staff of just their building. I have setup a custom field in the tickets where they requester can select the building they are in. Is there a way to script the approval so that if custom field = building 1 then approval goes to principal 1, etc? Or do I need to setup separate queues for each building? I'm confused about what is the best approach to this problem. Any advice is appreciated! Aaron We're hiring! http://bestpractical.com/jobs We're hiring! http://bestpractical.com/jobs
