Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

2016-11-22 Thread Reza 

Greetings Stephen:

Thank you for your reply.  Now I'm scratching my head, because other 
than admins and "privileged users", no one has "View Queue" permissions 
in my platform and I'm not getting any error as you described.


Hoping someone can shed some light here per this anomaly.

Cheers!
Reza.


Stephen Switzer wrote on 11/22/2016 3:37 PM:


Reza,

   I think you may have misinterpreted my screenshot. "Everyone", 
"Privileged", "Unprivileged", "Owner", etc are all "highlighted" just 
to show that there are selected permissions under that group. The bold 
one is "Everyone", which is the current selection and what permissions 
are being displayed on the right in the screenshot.


   It appears that "View queue" was required as Matt suggested, and I 
received 2-3 tickets from US-CERT after I checked this off.


Thank you for your effort and input just the same!

Steve


On 2016-11-22 1:38 pm, Reza wrote:


Stephen:

I faced a similar challenge when I first started to use RT. As 
commented by our friend, the "view queue" has nothing to do with the 
issue you faced.


The issue is, "/...  attempted to create a ticket via email in the 
queue Incident Reports; you might need to grant 'Everyone' the 
CreateTicket right/"


...  basically means the "_*Requester*_" ("Request_*o*_r"in RT)  does 
not have permissions to create the ticket.


Under your "ROLES" per the screen shot you have sent, you are 
highlighted as "Owner".


Select "Request_*o*_r"under ROLES and then enable "create tickets".

The person handling the ticket or assumed ownership is called "Owner".
The person who sent the ticket for support, is **not necessarily** 
the "Owner".

I would also allow the requester, to "Comment on tickets".

In a nutshell, the "Owner" of the ticket is not necessarily the 
requester.
In the practical world, the person who has sent a ticket / support 
request, is usually called the "Requestor"


I also see you have multiple groups assigned under your "Incident 
Reports" queue.  The "deny" option takes precedence over "allow" 
option per my experience,  so it is also possible that one of your 
groups under "User Groups", under your "Incident Reports" queue does 
not have permission to create tickets.


Would appreciate the members here to correct me if I'm wrong in any 
of the above.


Cheers!
Reza.

Stephen Switzer wrote on 11/21/2016 8:43 PM:
I don't normally think of enabling outside users to see my queue, 
but I think you're right. Thank you.

Sent from Nine 

*From:* Matt Zagrabelny 
*Sent:* Nov 21, 2016 3:47 PM
*To:* Stephen Switzer
*Cc:* rt-users
*Subject:* Re: [rt-users] Failed attempt to create a ticket by 
email, from us-c...@ncas.us-cert.gov




-
RT 4.4 and RTIR training sessions, and a new workshop 
day!https://bestpractical.com/training
* Los Angeles - January 9-11 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] RT 4.4.1 - ExternalAuth intermittently failing

2016-11-22 Thread Kenneth Marshall 
On Tue, Nov 22, 2016 at 04:13:46PM -0500, Mike Johnson wrote:
> We just went live with RT 4.4.1 and it seems that LDAP authentication is
> failing.
> 
> It has now died 2 days in a row, at approximately the same time.
> 
> The RT log is showing the following error:
> 2819] [Mon Nov 21 21:10:28 2016] [critical]:
> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
> LDAP_INVALID_CREDENTIALS 49
> (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:678)
> 
> This seems like a generic LDAP error, and it's not pointing us to a
> specific issue.
> 
> The user that we are binding with is a user that was in-use on our RT 3.8.X
> environment that hadn't had an issue in years (3?).
> 
> Restarting apache resolves the immediate issue, but clearly there is
> something else going on that we should be able to fix permanently. Anyone
> have any ideas on where to look?
> 
> This didn't come up in our testing, but I don't believe we had the volume
> of credential testing that we do in prod.
> 
> Any help would be great!
> 
> P.S. The LDAP server is a Microsoft Active Directory server. This same
> server was being used for ExternalAuth extension in 3.8.
> 
> Mike.

Hi Mike,

You probably will need to check your AD logs as well. We have seen issues
with AD authentication when an account is locked out by a bad password
login attempt. Since it is about the same time of day, maybe something
else is trying to login with those credentials and causing it to lock.

Regards,
Ken
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] RT 4.4.1 - ExternalAuth intermittently failing

2016-11-22 Thread Mike Johnson 
We just went live with RT 4.4.1 and it seems that LDAP authentication is
failing.

It has now died 2 days in a row, at approximately the same time.

The RT log is showing the following error:
2819] [Mon Nov 21 21:10:28 2016] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_CREDENTIALS 49
(/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/LDAP.pm:678)

This seems like a generic LDAP error, and it's not pointing us to a
specific issue.

The user that we are binding with is a user that was in-use on our RT 3.8.X
environment that hadn't had an issue in years (3?).

Restarting apache resolves the immediate issue, but clearly there is
something else going on that we should be able to fix permanently. Anyone
have any ideas on where to look?

This didn't come up in our testing, but I don't believe we had the volume
of credential testing that we do in prod.

Any help would be great!

P.S. The LDAP server is a Microsoft Active Directory server. This same
server was being used for ExternalAuth extension in 3.8.

Mike.

-- 
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 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

2016-11-22 Thread Stephen Switzer 
Reza, 

   I think you may have misinterpreted my screenshot. "Everyone",
"Privileged", "Unprivileged", "Owner", etc are all "highlighted" just to
show that there are selected permissions under that group. The bold one
is "Everyone", which is the current selection and what permissions are
being displayed on the right in the screenshot. 

   It appears that "View queue" was required as Matt suggested, and I
received 2-3 tickets from US-CERT after I checked this off. 

Thank you for your effort and input just the same! 

Steve 

On 2016-11-22 1:38 pm, Reza wrote:

> Stephen: 
> 
> I faced a similar challenge when I first started to use RT.  As commented by 
> our friend, the "view queue" has nothing to do with the issue you faced. 
> 
> The issue is, "_...  attempted to create a ticket via email in the queue 
> Incident Reports; you might need to grant 'Everyone' the CreateTicket right_" 
> 
> ...  basically means the "REQUESTER" ("RequestOr"in RT)  does not have 
> permissions to create the ticket. 
> 
> Under your "ROLES" per the screen shot you have sent, you are highlighted as 
> "Owner". 
> 
> Select "RequestOr"under ROLES and then enable "create tickets". 
> 
> The person handling the ticket or assumed ownership is called "Owner".
> The person who sent the ticket for support, is **not necessarily** the 
> "Owner".
> I would also allow the requester, to "Comment on tickets". 
> 
> In a nutshell, the "Owner" of the ticket is not necessarily the requester. 
> In the practical world, the person who has sent a ticket / support request, 
> is usually called the "Requestor" 
> 
> I also see you have multiple groups assigned under your "Incident Reports" 
> queue.  The "deny" option takes precedence over "allow" option per my 
> experience,  so it is also possible that one of your groups under "User 
> Groups", under your "Incident Reports" queue does not have permission to 
> create tickets. 
> 
> Would appreciate the members here to correct me if I'm wrong in any of the 
> above. 
> 
> Cheers!
> Reza.
> 
> Stephen Switzer wrote on 11/21/2016 8:43 PM: 
> 
>> I don't normally think of enabling outside users to see my queue, but I 
>> think you're right. Thank you. 
>> 
>> Sent from Nine [1] 
>> 
>> -
>> 
>> FROM: Matt Zagrabelny 
>> SENT: Nov 21, 2016 3:47 PM
>> TO: Stephen Switzer
>> CC: rt-users
>> SUBJECT: Re: [rt-users] Failed attempt to create a ticket by email, from 
>> us-c...@ncas.us-cert.gov
>> 
>> -
>> RT 4.4 and RTIR training sessions, and a new workshop day! 
>> https://bestpractical.com/training
>> * Los Angeles - January 9-11 2017
 

Links:
--
[1] http://www.9folders.com/-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

2016-11-22 Thread Reza 

Stephen:

I faced a similar challenge when I first started to use RT.  As 
commented by our friend, the "view queue" has nothing to do with the 
issue you faced.


The issue is, "/...  attempted to create a ticket via email in the queue 
Incident Reports; you might need to grant 'Everyone' the CreateTicket 
right/"


...  basically means the "_*Requester*_" ("Request_*o*_r"in RT)  does 
not have permissions to create the ticket.


Under your "ROLES" per the screen shot you have sent, you are 
highlighted as "Owner".


Select "Request_*o*_r"under ROLES and then enable "create tickets".

The person handling the ticket or assumed ownership is called "Owner".
The person who sent the ticket for support, is **not necessarily** the 
"Owner".

I would also allow the requester, to "Comment on tickets".

In a nutshell, the "Owner" of the ticket is not necessarily the requester.
In the practical world, the person who has sent a ticket / support 
request, is usually called the "Requestor"


I also see you have multiple groups assigned under your "Incident 
Reports" queue.  The "deny" option takes precedence over "allow" option 
per my experience,  so it is also possible that one of your groups under 
"User Groups", under your "Incident Reports" queue does not have 
permission to create tickets.


Would appreciate the members here to correct me if I'm wrong in any of 
the above.


Cheers!
Reza.

Stephen Switzer wrote on 11/21/2016 8:43 PM:
I don't normally think of enabling outside users to see my queue, but 
I think you're right. Thank you.


Sent from Nine 

*From:* Matt Zagrabelny 
*Sent:* Nov 21, 2016 3:47 PM
*To:* Stephen Switzer
*Cc:* rt-users
*Subject:* Re: [rt-users] Failed attempt to create a ticket by email, 
from us-c...@ncas.us-cert.gov




-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] RESOLVED: Plugins stopped working [was: Plugin(s) stopped working (long)]

2016-11-22 Thread Patrick G. Stoesser 

Final update:

I now upgraded again to 1.01, and the inline images are displayed. No 
more error messages in the logfile.


One thing though:

The documentation of Calendar says

**
Edit your /opt/rt4/etc/RT_SiteConfig.pm

If you are using RT 4.2 or greater, add this line:

Plugin('RTx::Calendar');

For RT 4.0, add this line:

Set(@Plugins, qw(RTx::Calendar));

or add RTx::Calendar to your existing @Plugins line.
**

I read this in this way:

If you're using 4.2 or greater, add Plugin('RTx::Calendar');
If you're using 4.0, add Set(@Plugins, qw(RTx::Calendar)); or add 
RTx::Calendar to your existing @Plugins line.


which did of course not work (I tried nevertheless). I think it's meant like

If you're using 4.2 or greater, add Plugin('RTx::Calendar'); or add 
RTx::Calendar to your existing @Plugins line.
If you're using 4.0, add Set(@Plugins, qw(RTx::Calendar)); or add 
RTx::Calendar to your existing @Plugins line.


Regards, Patrick


Am 22.11.2016 um 16:42 schrieb Patrick G. Stoesser:

Update:

I now made research from bottom to top and found out that all files
under /usr/local/share/request-tracker4/plugins were root:staff and 0775
- except RTx-Calendar, which was 0444. I chmoded to 0775 and heureka!
Calendar is displayed. What a...

What still does not work: The inline images of calendar aren't
displayed. I'll keep at it.
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Greetings to recent adopters of RT and invitation for group study

2016-11-22 Thread Reza 

I guess we will decide about the app later on.

Focus of this thread is to see who is interested to participate in group 
study.  There are hundreds of apps and possibilities we can address 
later on.   Simplest is telephone conference and I'm assuming most of us 
are in North America.  Long Distance is also cheap these days and I'm 
sure most of us residing in North America and/or Europe would not mind 
spending 1 or 2 cents per minute (60 cents to $1.20) for an hour of 
group session study.  From my cell phone plan (Toronto Canada), along 
with my friends from the United States, I know we all have unlimited 
free long distance calling across North America (Mexico not included).


Per online-screen sharing, again, there are hundreds of free apps, 
YouTube life feeds etc etc etc.,  but lets remain on track and see how 
many would be interested to join an online virtual conference type 
setting and with the spirit of group study, we can definitely find a 
solution.


So far the list is:

1. Alex (United States)
2. Myself (Canada)
3. Bengan (Sweden)
4. Vinzenz (Germany - can we included you in as well?)
5. ...  List yourself here, if you are interested. Thanks!

Thanks!
Reza.



Bengt Gördén wrote on 11/22/2016 9:50 AM:

Den 2016-11-22 kl. 14:43, skrev Sinapius, Vinzenz:

I recommend https://discordapp.com

Is there video at discordapp.com?

regards,


/bengan

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Plugin(s) stopped working (long)

2016-11-22 Thread Patrick G. Stoesser 

Update:

I now made research from bottom to top and found out that all files 
under /usr/local/share/request-tracker4/plugins were root:staff and 0775 
- except RTx-Calendar, which was 0444. I chmoded to 0775 and heureka! 
Calendar is displayed. What a...


What still does not work: The inline images of calendar aren't 
displayed. I'll keep at it.

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Plugin(s) stopped working (long)

2016-11-22 Thread Patrick G. Stoesser 
Update: I now replaced 1.01 with 0.07 (since this one is slightly 
diferent in configuration). Still getting



[1260] [Tue Nov 22 15:28:51 2016] [error]: could not find component for path 
'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


Regards, Patrick

Am 22.11.2016 um 14:11 schrieb Patrick G. Stoesser:

Update: I remembered that I installed JSGantt and Calendar via aptitude
and the other plugins via Makefile.PL, make, make install. So I now
decided to deinstall everything and reinstall all plugins by one method
via Makefile.PL, make, make install.
My "double directory structure" is now no more existant, all plugins
installed in /usr/local/share/request-tracker4/plugins.

Still, calendar does not work, although with less error messages:


[13961] [Tue Nov 22 13:06:04 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


Any hints welcome.

Regards, Patrick



Am 21.11.2016 um 17:17 schrieb Patrick G. Stoesser:

Hello everybody,

strange things happen on my RT. I'm running RT 4.2.8 on an Debian Jessie
installed via the Debian packages.

I started adding plugins long time ago:

# Plugins
Set(@Plugins,(qw(
RT::Extension::EscalationDates
RT::Extension::TimeWorkedReport
RT::Extension::TicketLocking
RT::Extension::AnnounceSimple
RT::Extension::JSGantt
RTx::Calendar
)));

all installed via perl Makefile.PL, make, make install, configured,
cleaned cache, restarted Apache. All worked so far.



A few days ago, suddenly the small images in the calendar weren't
displayed anymore. I could not find any error, and nothing had been
changed on the server.
Even debug logging did not give me any hint. So I "reinstalled" the
calendar plugin (perl Makefile.PL, make, make install), cleaned cache,
restarted Apache. After that, in place of the calendar there was "An
internal RT error has occurred. Your administrator can find more details
in RT's log files."

All right, and there we go:




[28078] [...] [error]: could not find component for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28640] [Mon Nov 21 15:32:58 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28641] [Mon Nov 21 15:43:51 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


I understand that some component can not be found but I don't have any
idea what, why and where.

All right, and now I discovered that JSGantt also does not work anymore.

What still works: Ticket locking, Time worked report, Escalation dates,
Announce Simple.

Now I installed another plugin, RT::Extension::BriefHistory, and that
one also does not work.

I know that under Debian the paths may differ, but in my opinion
everything should be allright there (it worked...). Here's some output
from /rt/Admin/Tools/Configuration.html:

*Plugins*
[
  'RT::Extension::EscalationDates',
  'RT::Extension::TimeWorkedReport',
  'RT::Extension::TicketLocking',
  'RT::Extension::AnnounceSimple',
  'RT::Extension::JSGantt',
  'RT::Extension::BriefHistory'
]


*Mason template search order*
/usr/local/share/request-tracker4/html
/usr/local/share/request-tracker4/plugins/RT-Extension-EscalationDates/html

/usr/local/share/request-tracker4/plugins/RT-Extension-TimeWorkedReport/html


/usr/local/share/request-tracker4/plugins/RT-Extension-TicketLocking/html

Re: [rt-users] Greetings to recent adopters of RT and invitation for group study

2016-11-22 Thread Bengt Gördén 
Den 2016-11-22 kl. 14:43, skrev Sinapius, Vinzenz:
> I recommend https://discordapp.com 

Is there video at discordapp.com?

regards,


/bengan

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Greetings to recent adopters of RT and invitation for group study

2016-11-22 Thread Sinapius, Vinzenz 
I recommend https://discordapp.com 

Vinzenz Sinapius 
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY 

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinap...@tracetronic.de

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY 
Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. 
Peter Strähle 
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086  

-Ursprüngliche Nachricht-
Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von 
Alex Hall
Gesendet: Dienstag, 22. November 2016 14:38
An: Reza 
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Greetings to recent adopters of RT and invitation for 
group study

I'm still pretty new to RT, so would like to join such a session. Thanks.

Sent from my iPhone

> On Nov 22, 2016, at 08:25, Reza  wrote:
> 
> Greetings new and recent adopters to RT!
> 
> I recently joined the community and though I have RT running in a production 
> environment, I have it running in the most basic of installations.
> 
> The best way I learn is through interaction of other newbies and advanced 
> users.
> 
> Unfortunately I do not have the time and resources to join an RT training 
> conference as much as I would love to in a heart beat.
> 
> Wondering how many here would be interested to learn / chat / video 
> conference online - as an international collective, for further knowledge 
> acquisition through group efforts.
> 
> If you are interested, please reply to this post and I will try to work on 
> getting a conference line free of charge, or perhaps have a group chat / talk 
> on Skype or other chat mediums.
> 
> Thanks in advance!
> Reza.
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Greetings to recent adopters of RT and invitation for group study

2016-11-22 Thread Alex Hall 
I'm still pretty new to RT, so would like to join such a session. Thanks.

Sent from my iPhone

> On Nov 22, 2016, at 08:25, Reza  wrote:
> 
> Greetings new and recent adopters to RT!
> 
> I recently joined the community and though I have RT running in a production 
> environment, I have it running in the most basic of installations.
> 
> The best way I learn is through interaction of other newbies and advanced 
> users.
> 
> Unfortunately I do not have the time and resources to join an RT training 
> conference as much as I would love to in a heart beat.
> 
> Wondering how many here would be interested to learn / chat / video 
> conference online - as an international collective, for further knowledge 
> acquisition through group efforts.
> 
> If you are interested, please reply to this post and I will try to work on 
> getting a conference line free of charge, or perhaps have a group chat / talk 
> on Skype or other chat mediums.
> 
> Thanks in advance!
> Reza.
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Greetings to recent adopters of RT and invitation for group study

2016-11-22 Thread Reza 

Greetings new and recent adopters to RT!

I recently joined the community and though I have RT running in a 
production environment, I have it running in the most basic of 
installations.


The best way I learn is through interaction of other newbies and 
advanced users.


Unfortunately I do not have the time and resources to join an RT 
training conference as much as I would love to in a heart beat.


Wondering how many here would be interested to learn / chat / video 
conference online - as an international collective, for further 
knowledge acquisition through group efforts.


If you are interested, please reply to this post and I will try to work 
on getting a conference line free of charge, or perhaps have a group 
chat / talk on Skype or other chat mediums.


Thanks in advance!
Reza.

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Plugin(s) stopped working (long)

2016-11-22 Thread Patrick G. Stoesser 
Update: I remembered that I installed JSGantt and Calendar via aptitude 
and the other plugins via Makefile.PL, make, make install. So I now 
decided to deinstall everything and reinstall all plugins by one method 
via Makefile.PL, make, make install.
My "double directory structure" is now no more existant, all plugins 
installed in /usr/local/share/request-tracker4/plugins.


Still, calendar does not work, although with less error messages:


[13961] [Tue Nov 22 13:06:04 2016] [error]: could not find component for path 
'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


Any hints welcome.

Regards, Patrick



Am 21.11.2016 um 17:17 schrieb Patrick G. Stoesser:

Hello everybody,

strange things happen on my RT. I'm running RT 4.2.8 on an Debian Jessie
installed via the Debian packages.

I started adding plugins long time ago:

# Plugins
Set(@Plugins,(qw(
RT::Extension::EscalationDates
RT::Extension::TimeWorkedReport
RT::Extension::TicketLocking
RT::Extension::AnnounceSimple
RT::Extension::JSGantt
RTx::Calendar
)));

all installed via perl Makefile.PL, make, make install, configured,
cleaned cache, restarted Apache. All worked so far.



A few days ago, suddenly the small images in the calendar weren't
displayed anymore. I could not find any error, and nothing had been
changed on the server.
Even debug logging did not give me any hint. So I "reinstalled" the
calendar plugin (perl Makefile.PL, make, make install), cleaned cache,
restarted Apache. After that, in place of the calendar there was "An
internal RT error has occurred. Your administrator can find more details
in RT's log files."

All right, and there we go:




[28078] [...] [error]: could not find component for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28640] [Mon Nov 21 15:32:58 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28641] [Mon Nov 21 15:43:51 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


I understand that some component can not be found but I don't have any
idea what, why and where.

All right, and now I discovered that JSGantt also does not work anymore.

What still works: Ticket locking, Time worked report, Escalation dates,
Announce Simple.

Now I installed another plugin, RT::Extension::BriefHistory, and that
one also does not work.

I know that under Debian the paths may differ, but in my opinion
everything should be allright there (it worked...). Here's some output
from /rt/Admin/Tools/Configuration.html:

*Plugins*
[
  'RT::Extension::EscalationDates',
  'RT::Extension::TimeWorkedReport',
  'RT::Extension::TicketLocking',
  'RT::Extension::AnnounceSimple',
  'RT::Extension::JSGantt',
  'RT::Extension::BriefHistory'
]


*Mason template search order*
/usr/local/share/request-tracker4/html
/usr/local/share/request-tracker4/plugins/RT-Extension-EscalationDates/html
/usr/local/share/request-tracker4/plugins/RT-Extension-TimeWorkedReport/html

/usr/local/share/request-tracker4/plugins/RT-Extension-TicketLocking/html
/usr/local/share/request-tracker4/plugins/RT-Extension-AnnounceSimple/html
/usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/html
/usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/html
/usr/share/request-tracker4/html

*Static file search order*
/usr/local/share/request-tracker4/static
/usr/share/request-tracker4/static

*Loaded config files*
/etc/request-tracker4/RT_SiteConfig.pm
/usr/share/request-tracker4/etc/RT_Config.pm
/usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/etc/BriefHistory_Config.pm


*RT core variables*
RT::BasePath /usr/share/request-tracker4
RT::BinPath /usr/bin
RT::EtcPath

Re: [rt-users] Lost emails!

2016-11-22 Thread Sternberger, Sven 
Hello!

there are no "secrets" in our customization I disabled the check which prevents 
to
send an email to a queue adress (we process income mails with procmail and 
automatically
send emails which were adressed to an other queue to the staff member of this 
queue directly)

best regards!

Sven

- Ursprüngliche Mail -
> Von: "Shawn M Moore" 
> An: "Sternberger, Sven" 
> CC: "rt-users" 
> Gesendet: Montag, 21. November 2016 17:10:01
> Betreff: Re: [rt-users] Lost emails!

>> On Nov 21, 2016, at 06:12, Sternberger, Sven  
>> wrote:
>> Hello!
> 
> Hi Sven,
> 
>> Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 88 died. - Can't locate 
>> object
>> method "" via package "MIME::Head" at
>> /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012
> 
> The "_Local" in the stack trace indicates a local customization your
> organization has made as being the source of the error. Would you be able to
> provide your copy of /opt/rt4/lib/RT/Action/SendEmail_Local.pm?
> 
>> best regards!
>> 
>> Sven Sternberger
>> System Engineer
>> Tel.: 040/8998-4397
>> DESY IT
> 
> Best,
> Shawn


SendEmail_Local.pm
Description: Perl program
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