Re: [rt-users] rt-remind script problem
Kevin Falcone ha scritto: On Wed, Jun 18, 2014 at 10:32:52AM +, Guadagnino Cristiano wrote: the script that I am running comes from here: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind You can find a reference to this script on Wikia too: http://requesttracker.wikia.com/wiki/Rt-reminder Have you considered asking the author about your problems? No, not until now. I was not sure if it was a user error or a program error, so I wrote to this list to seek other users of this script. The message Recipient names must be specified does not come from the script itself, I guess it is coming from sendmail. Unfortunately a google search, while finding a few hits, did not turn up to be enlightening. This implies nothing is being passed to sendmail correctly. Show a debug output, especially the part where it shows how it calls sendmail and what it passes. -kevin I think I found out the problem. I am reporting it here just for documentation if someone has the same problem in the future. This is an example of invoking rt-remind -A -d (i.e. with the debug flag activated): == Would call '/usr/lib/sendmail -oi' with this input: Content-Type: text/plain; charset=ISO-8859-15 From: RT Reminder d...@amended.itmailto:d...@amended.it To: Cristiano Guadagnino guadagnino.cristi...@amended.itmailto:guadagnino.cristi...@amended.it Subject: Outstanding RT tickets This is a summary of all open, new, stalled or future tickets assigned to: Cristiano Guadagnino guadagnino.cristi...@amended.itmailto:guadagnino.cristi...@amended.it Id Status Pri Created Subject 50993 stalled 50 Thu 09-05-13 I: Quadrivio RMBS 2013 - Analisi storiche - Aggiornamento Aprile 2013 http://rtbkd.amended.bkd/ As you can see, it would call /usr/lib/sendmail -oi. I found out that it should be calling /usr/lib/sendmail -t -oi so that sendmail picks the address of the recipient from the message itself. Otherwise, sendmail expects to find the address of the recipient as a command-line argument. The strange this is that it gets the command line from RT configuration (you can see it at line 136 of the script), and RT is sending emails corectly. And even stranger is the fact that this script has worked for years. However, I solved the problem amending the script to add -t to the command line. Since this is not part of the core product, I guess we can consider this solved. Thank you! Cris -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] New line tag? (autofill addon in FireFox puts br tag, RT does not interpret it )
Hello, The addon that I am using is called auto-fill forms, the icon is like a pencil.. Maybe I need to use some specific Java tag? On 11/06/14 03:13, Alex Peters wrote: What is the specific add-on? To me this sounds like an issue with the add-on rather than with RT. RT just uses a standard text area element to my knowledge. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Receiving Error in RT-Logs
Hi, For the past few days I have been messing around with SLA's. I managed to get them working but ever since then (I think) I have been receiving an error in RT-Logs. The error message I am getting is: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /usr/share/request-tracker4/lib/RT/Ticket.pm line 3334 during global destruction. (/usr/share/request-tracker4/lib/RT/Ticket.pm:3334) I do not understand why I am seeing this error. Can any one help please? Many thanks and regards, Aaron -- View this message in context: http://requesttracker.8502.n7.nabble.com/Receiving-Error-in-RT-Logs-tp57716.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] help: using RT with a gmail acct
I have fetchmail sucking in emails from gmail, and pushing that to rt-mailgate. it's pretty easy to setup. Install fetchmail, get it running as per it's instructions and config it something like this poll imap.gmail.com proto imap port 993: username youracco...@gmail.com password yourpass ssl mda pathto/perl pathtort -mailgate --url urltort --queue yourqueue --action transaction type I am pretty sure you have to log into the gmail account and turn on imap for you to be able to use fetchmail in imap mode... Hope that helps! Mike. On Tue, Jun 17, 2014 at 11:11 AM, Al Joslin allen.jos...@gmail.com wrote: Hi All, I've managed to get RT to send emails using a gmail account, but now I'm trying to get it to read emails. If understand this [email/mta/mua/etc] all correctly then I have to have my own mta (as described here: http://www.spencerstirling.com/computergeek/email.html) so that the mail will be delivered properly to RT RT will not go out and read a mailbox -- is this correct? thanks al; -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] SLA Issue
Hello, I have made SLA's using CustomField and I wrote a scrip that will set a priority number and a due date depending on which level of SLA it is assigned to. When I try to do a Priority Escalate the Priority jumps from e.g. 50 - 1 or 99 - 50 etc. It wont escalate in order. I don't understand why. Can anyone help please. Regards, Aaron -- View this message in context: http://requesttracker.8502.n7.nabble.com/SLA-Issue-tp57718.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Receiving Error in RT-Logs
On Thu, Jun 19, 2014 at 02:30:56AM -0700, Aaron McCarthy wrote: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /usr/share/request-tracker4/lib/RT/Ticket.pm line 3334 during global destruction. (/usr/share/request-tracker4/lib/RT/Ticket.pm:3334) I do not understand why I am seeing this error. Can any one help please? As it indicates, this error is caused by something keeping a ticket around too long. We would need to know your actual RT version, as well as custom code you've written. You may also get more information if you enable LogStackTraces at the warning level. It's possible this is tied to your later question where you ask about misbehaving code, but don't show the code. -kevin pgpm9_K9LBq_y.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] adding custom field type, how to force single value
On Wed, Jun 18, 2014 at 03:57:23PM -0400, Len Jaffe wrote: How do I associate my new custom field Type JSON_Encoded_Resource_Field with the Fill in one text area type. Is that a key value pair in the CustomField_Local override? Please note, I wasn't suggesting that you use a custom type if you go the only override display route. You use the ShowComponentName callback in Elements/ShowCustomFields to say For these CFs, use ShowCustomField_JSON_Encoded_Resource_Field and then editing just works as a normal text box. Alternately, again, ensure your MaxValues is set properly for your custom CF type. -kevin pgpoNmSRn8OHT.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] ticket created from CLI script with wrong Due date; timezone issue?
On Thu, Jun 19, 2014 at 11:25:52AM +1000, Alex Peters wrote: The code posted in my original message, minus the $ticket-Create call, generates debug output showing the problem independent of ticket creation. In that message I've highlighted the discrepancies in that debug output in red. Your comments on that specific output would be greatly appreciated. I don't believe that the date/time configuration options are relevant, because I'm explicitly specifying 11am Wednesday in an RT::Date-Set call and getting an epoch for 11am Tuesday. My timezone is not offset from GMT by 24 hours. Since RT::Date uses Time::ParseDate, I'm not sure that your syntax is valid. https://metacpan.org/pod/Time::ParseDate Time::ParseDate is going to default to shenanigans when you feed it bad data. I'm not yet convinced of an actual RT::Date bug here, just bad input to ParseDate and timezone confusion (remember whose timezone is applied when you create an RT::Date with the System User). use lib './lib'; use RT -init; my $due_date = RT::Date-new($RT::SystemUser); $due_date-Set( Value = '11am tomorrow', Format = 'unknown', Timezone = 'America/New_York', ); print $due_date-ISO; works fine for me, using days in the parser does not, but that does not surprise me, Time::ParseDate is fragile, although doesn't try to use the Julian calendar as often as other parsing modules. Have you considered https://metacpan.org/pod/RT::Extension::RepeatTicket -kevin pgpRxUaBTT9MK.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] adding custom field type, how to force single value
On Thu, Jun 19, 2014 at 12:19 PM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Jun 18, 2014 at 03:57:23PM -0400, Len Jaffe wrote: How do I associate my new custom field Type JSON_Encoded_Resource_Field with the Fill in one text area type. Is that a key value pair in the CustomField_Local override? Please note, I wasn't suggesting that you use a custom type if you go the only override display route. You use the ShowComponentName callback in Elements/ShowCustomFields to say For these CFs, use ShowCustomField_JSON_Encoded_Resource_Field and then editing just works as a normal text box. OK. BUT.. I think at some point I got an erro fo rnot having an Edit file to go along with Show in the /Elements dir. I'll try it out again later today. Alternately, again, ensure your MaxValues is set properly for your custom CF type. Can I do that in the CustomField_Local file or do I have to specifically manipulate the database? Len. -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- lenja...@jaffesystems.com 614-404-4214@lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam http://www.meetup.com/techlifecolumbus/ www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet http://www.lenjaffe.com/AdventPlanet/ - An Aggregation of Online Advent Calendars. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Receiving Error in RT-Logs
Since then I have resolved the issue of this error in the RT-logs. It turns out. It was one of my templates acting up. I was using $ticketObj instead of $ticket. I am still receiving a problem with regards to escalating the priority though. -Aaron As it indicates, this error is caused by something keeping a ticket around too long. We would need to know your actual RT version, as well as custom code you've written. You may also get more information if you enable LogStackTraces at the warning level. It's possible this is tied to your later question where you ask about misbehaving code, but don't show the code. -kevin This email and any files transmitted with it are confidential and may be privileged and are intended solely for the use of the individual or entity to whom they are addressed. If you are not an addressee, any unauthorised direct or indirect dissemination, distribution, publication or copying of this message and any attachments is strictly prohibited. If you have received this email in error please notify the sender immediately, and delete this email from your system. This email has been swept for viruses, but it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its system or data. Please carry out virus and other checks as you consider appropriate. No responsibility is accepted by SouthWestern in this regard. SouthWestern Business Process Services Ltd. Registered in Ireland, Company Number 377757 Registered Office: Unit B, West Cork Technology Park, Clonakilty, Co. Cork, Ireland Directors: N. O’Leary, U. Kenny, J. Costello, P. Morrissey, K. Calnan, J. Walsh, T. Cowhig and D. O'Donohoe. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] rt-remind script problem
On Thu, Jun 19, 2014 at 07:46:56AM +, Guadagnino Cristiano wrote: As you can see, it would call /usr/lib/sendmail -oi. I found out that it should be calling /usr/lib/sendmail -t -oi so that sendmail picks the address of the recipient from the message itself. Otherwise, sendmail expects to find the address of the recipient as a command-line argument. The strange this is that it gets the command line from RT configuration (you can see it at line 136 of the script), and RT is sending emails corectly. And even stranger is the fact that this script has worked for years. In RT we automatically add/remove the -t as needed. If you use sendmailpipe (the default) we add on -t, if you use sendmail, we remove the -t. Although we documented removing the -t when changing your MailCommand, users did not, so it was seen as better to just do it automatically as needed. This change landed in 4.2.0. You should contact the author so their code can be updated to be 4.2 compatible. -kevin pgp8gPzRxSxJE.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5
Hi, As I have posted recently, I am working on upgrading our current production RT 3.8.1 to RT 4.2.5 I have a working copy of RT 3.8.1 on my test server including a copy of our current production database which is over 18 gig of old data. I have imported this database into RT 4 and when I run make upgrade-database against the RT4 database, it runs a while and then dies with a message that the script was killed. What I would like to be able to do before our real production upgrade is to wipeout everything from a given date back, including objects/attachments or anything associated with tickets older than 3 years. Our current production RT3 database, in all it's glory will be archived for posterity. I was not the original admin of our RT system, so I am still on the learning curve and not completely familiar with all of the database tables and how they are linked. Will RT:Shredder do this or do I need to use a custom mysql query to catch everything? Thanks, Dave -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5
http://requesttracker.wikia.com/wiki/Shredder -- Later, Darin On Thu, Jun 19, 2014 at 12:56 PM, Lists li...@lolling.org wrote: Hi, As I have posted recently, I am working on upgrading our current production RT 3.8.1 to RT 4.2.5 I have a working copy of RT 3.8.1 on my test server including a copy of our current production database which is over 18 gig of old data. I have imported this database into RT 4 and when I run make upgrade-database against the RT4 database, it runs a while and then dies with a message that the script was killed. What I would like to be able to do before our real production upgrade is to wipeout everything from a given date back, including objects/attachments or anything associated with tickets older than 3 years. Our current production RT3 database, in all it's glory will be archived for posterity. I was not the original admin of our RT system, so I am still on the learning curve and not completely familiar with all of the database tables and how they are linked. Will RT:Shredder do this or do I need to use a custom mysql query to catch everything? Thanks, Dave -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5
On 06/19/2014 12:56 PM, Lists wrote: I have a working copy of RT 3.8.1 on my test server including a copy of our current production database which is over 18 gig of old data. I have imported this database into RT 4 and when I run make upgrade-database against the RT4 database, it runs a while and then dies with a message that the script was killed. It would be extremely helpful to see the output of the failed upgrade. What I would like to be able to do before our real production upgrade is to wipeout everything from a given date back, including objects/attachments or anything associated with tickets older than 3 years. Our current production RT3 database, in all it's glory will be archived for posterity. I was not the original admin of our RT system, so I am still on the learning curve and not completely familiar with all of the database tables and how they are linked. Will RT:Shredder do this or do I need to use a custom mysql query to catch everything? Shredder is the solution to removing data while preserving integrity, but I would strongly advise instead determining and addressing what your actual problem is. - Alex -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] non-admin user editing custom field values
Greetings. I'm using RT 4.0.2. I set up some custom fields specific to a queue. They are each of the type Select one value, and for each of them I defined a few values. Can the users of this queue (who are not general RT admins) modify these custom fields' values? If so, how? We have things set up where basically for each queue there's a group that has access to it. On the queue's Group Rights page, I gave this group View custom field values (SeeCustomField) under the General rights tab, and Modify custom field values (ModifyCustomField) under the Rights for Staff tab. Should that allow these users (i.e., members of this group) to modify the custom fields' values? One of the users tried, but couldn't see a way to do it. Do they need some other access? On a custom field's page, I see that there is also a Group Rights link/page, with similar permissions as the above two -- View custom fields (SeeCustomField) under the General rights tab, and Add, modify and delete custom field values for objects (ModifyCustomField) under the Rights for Staff tab. How do these permissions differ from the above two? Are they needed in addition to or instead of them? Should they allow these users to modify these values? Thanks. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training
