[rt-users] RT only sending email to Queue watcher after default scrips modified
A couple of the default scrips on a customer's installation (3.6.5) were modified. Since then, RT is only emailing the Queue Watcher. The biggest problem being that when tickets are generated by email, the requestor isn't getting an autoreply. I went into RT and tracked down scrips 1 and 2, and rebuilt them to the default conditions/actions/names. Even after restarting Apache/MySQLd/Postfix, the same behavior persists. I'm not 100% sure that it's the scrip'ing that was the cause of the problem, but it stood out as a possibility. I can't think of any other changes that have been made to the system that would have caused the problems. Any ideas? Thanks, Ben -- Ben Weston Maine Phone Data (207) 376-0137 x2202 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] disclaimer on first comment for a queue. need a more elegant solution
Greetings all. What I'm trying to do is this. We want the first comment (when opening a new ticket) to include after the problem info a disclaimer that basically says We reserve the right to dispose of equipment left more than 90 days after service is completed, unless other arrangements are made with our company. Sig/date line Right now, I have it set as a signature for all users, but that's really a pain, since you need to delete it when ever you make a comment update. Is there a cleaner way of doing this (preferably, just for a single queue)? I'm guessing that it can probably be done with either a scrip or a template, but I'm lost as to how to make it work. Thanks, Ben -- Ben Weston System/Network Engineer ComputerHELP! Inc. (207) 783-8478 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error after upgrading to 3.6.5
I just upgraded to 3.6.5 today, and now when trying to do a quick search for a ticket number, I get the following error: Bad Request Your browser sent a request that this server could not understand. Reason: You're speaking plain HTTP to an SSL-enabled server port. Instead use the HTTPS scheme to access this URL, please. Hint: https://192.168.51.220/ https://192.168.51.220/ It only happens when searching for a number, it works fine when searching for a text string. Also, it only gives the error in Firefox though, IE just displays a blank page. Ideas, Suggestions? Thanks, Ben -- Ben Weston System/Network Engineer ComputerHELP! Inc. (207) 783-8478 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Error after upgrading to 3.6.5
Rockin', That took care of it... Thought it had to be something simple. Thanks -- Ben Weston System/Network Engineer ComputerHELP! Inc. (207) 783-8478 -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, October 02, 2007 2:31 PM To: Ben Weston Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Error after upgrading to 3.6.5 On Tue, Oct 02, 2007 at 02:30:49PM -0400, Ben Weston wrote: I just upgraded to 3.6.5 today, and now when trying to do a quick search for a ticket number, I get the following error: Sounds like your RT is doing a redirect to the wrong URL. Check your WebBaseURL? -jesse Bad Request Your browser sent a request that this server could not understand. Reason: You're speaking plain HTTP to an SSL-enabled server port. Instead use the HTTPS scheme to access this URL, please. Hint: https://192.168.51.220/ https://192.168.51.220/ It only happens when searching for a number, it works fine when searching for a text string. Also, it only gives the error in Firefox though, IE just displays a blank page. Ideas, Suggestions? Thanks, Ben -- Ben Weston System/Network Engineer ComputerHELP! Inc. (207) 783-8478 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Automatic Disclaimer -- Nevermind
Well, if there is a more elegant solution, Im open to it... but I realized that simple is usually best, and added the disclaimer as a signature file for the users. It's easy enough to just erase it from the later entries. Thanks, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Automatic Disclaimer in initial comment on creation
Good day, I'm looking for a way to add a disclaimer and signature line to the initial comment of a newly-generated ticket. Something along the lines of MyCo is not responsible for data loss that may occur during service, customer is solely responsible for maintaining their own backups. If after completion of service, the system is not picked up after 60 days, MyCo reserves to right to dispose of the equipment by what ever means they feel appropriate, and you will be charged a disposal fee per item. Signed by:_Date:__/__/__ - Is there a way to do this? I've been looking at the scrip options, but I'm still not really clear on how they work. Any direction or suggestion is most welcome. Thanks, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problems with 3.4.5 with Firefox
Anyone else run into this? Periodically, my RT will just sit and sit and sit when I access it through Firefox. It works fine for IE, no one else in the company is having any problems (they use IE almost exclusively). When I fire up a session side-by-side with Firefox in IE, the IE version works fine for me as well, while the Firefox just sitting at the Waiting for RT.X.com Thoughts, suggestions? Thanks, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Was working fine for 2 weeks
For the last couple weeks, my new RT system has been running fine. The
boss has been quite impressed with it.
However, starting yesterday, it hasn't been working. The small pmWiki
system on the same server continues to run fine, and no changes have
been made to that server since RT got configured properly...
I stopped and restarted httpd and mysqld services. I even turned off
iptables to make sure that wasn't a problem, still nothing. I think
it's an error while trying to connect to the database, but I'm not sure.
Any help would be greatly apprecaited.
Ben
From httpd/error_log:
[Tue Sep 12 07:54:00 2006] [error] [client 192.168.51.72] Connect Failed
Access denied for user 'rt'@'localhost' (using password: YES)\n at
/opt/rt3/lib/RT.pm line 176\n
DBI connect('dbname=rt3','rt',...) failed: Access denied for user
'rt'@'localhost' (using password: YES) at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
From httpd.conf:
# Begin RT Host
VirtualHost 192.168.51.48:80
ServerName 192.168.51.48
ServerAdmin [EMAIL PROTECTED]
DocumentRoot /opt/rt3/share/html
PerlRequire /opt/rt3/bin/webmux.pl
Location /NoAuth/images
SetHandler default-handler
/Location
Directory /opt/rt3/share/html
Order allow,deny
Allow from all
SetHandler perl-script
PerlResponseHandler RT::Mason
/Directory
/VirtualHost
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[rt-users] Was working for 2 weeks follow up
Disregard... For what ever reason, my permissions for the RT user got dropped from MySQL. I reapplied them and that took care of it. As a side note, can anyone recommend a good MySQL primer? Be it online or hardcopy? I have only the most basic knowledge, and would really like to expand on it. Thanks again! Ben -- The ultimate aim of the art of Karate lies not in victory or defeat, but in the perfection of the character of its participants --Gichen Funakoshi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Almost there!
I've used RT Extensively, but this is my first attempt at doing an install of it. I'm running Fedora Core 5 and Apache2. I've been stuck at this point for a week or two. Now that I'm back working on the RT project, I figured it's time I ask for some help. I've gone through the wiki docs, as well as the mailing list archive, but it's still not working (it's gotten me this far though)... I get the ubiquitous Almost there page. Here is what I have for an httpd.conf at this point. # Begin RT Host VirtualHost 192.168.51.48:80 ServerName 192.168.51.48 ServerAdmin [EMAIL PROTECTED] DocumentRoot /opt/rt3/share/html PerlRequire /opt/rt3/bin/webmux.pl Directory /opt/rt34/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason /Directory /VirtualHost Possibly unrelated... I'm fairly new to Apache as well. One thing I don't understand is: Directory /opt/rt34/share/html /opt/rt34 doesn't exist (it's /opt/rt3). However if I change it to /opt/rt3, I get a 500 internal server error. This way I get the Almost there page. Help, input, advice, direction? Thanks, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Almost there... Some progress... maybe...
Several people have sent me emails directly have have been quite
helpful. I appolgize if I haven't replied personally.
The advice I've gotten has certainly made some progress Though I'm
still looking at the same page as a result. Please bare with me while I
paste in cfg's and error messages.
---
httpd.conf
# Begin RT Host
VirtualHost 192.168.51.48:80
ServerName 192.168.51.48
ServerAdmin [EMAIL PROTECTED]
DocumentRoot /opt/rt3/share/html
PerlRequire /opt/rt3/bin/webmux.pl
Directory /opt/rt34/share/html
Order allow,deny
Allow from all
SetHandler perl-script
PerlResponseHandler RT::Mason
/Directory
/VirtualHost
RT_Siteconfig: (NOTE: server is currently setup only for internal use,
no DNS A or CNAME)
Set($rtname , rt.computerhelpme.com);
Set($Organization , computerhelpme.com);
Set($DatabaseType , 'mysql');
Set($DatabaseHost , '');
Set($DatabaseRTHost , '');
Set($DatabasePort , '');
Set($DatabaseUser , 'rt');
Set($DatabasePassword , 'nottelling');
Set($DatabaseName , 'rt3');
---
Here's what I had/have/have done:
From /var/log/httpd/error_log earlier today:
DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access
denied for user 'rt_user'@'localhost' (using password: YES) at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
[Tue Aug 29 10:05:59 2006] [error] [client 192.168.51.72] Connect Failed
Access denied for user 'rt_user'@'localhost' (using password: YES)\n at
/opt/rt3/lib/RT.pm line 176\n
Reset my password for the rt user, and made sure all the RT config
settings were sane (a couple of them were originally incorrect), I'm no
longer getting those errors...
From /var/log/httpd/error_log, now:
[Tue Aug 29 13:01:54 2006] [notice] suEXEC mechanism enabled (wrapper:
/usr/sbin/suexec)
[Tue Aug 29 13:01:57 2006] [notice] Digest: generating secret for digest
authentication ...
[Tue Aug 29 13:01:57 2006] [notice] Digest: done
[Tue Aug 29 13:01:57 2006] [notice] FastCGI: process manager initialized
(pid 13358)
[Tue Aug 29 13:01:57 2006] [notice] mod_python: Creating 4 session
mutexes based on 256 max processes and 0 max threads.
[Tue Aug 29 13:01:57 2006] [notice] Apache/2 configured -- resuming
normal operations
Everything looks Ok to me here (please correct me if I'm wrong).
I went and made sure that the rt user for mysql had full access to the
rt3 database.
Not sure if there is anything else that would be helpful in
troubleshooting this... I'm thinking it's a DBase permission issue, but
I'm no longer gettig any errors regarding that... Suggestions? Other
logfiles I should be looking at?
Thanks again,
Ben
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Re: [rt-users] Almost there... Some progress... maybe...
Ben -
If this is a cut/paste, looks like there's still a tyop [sic] in
your httpd.conf -- you're specifying /opt/rt3/ everywhere except the
Directory container where the handlers are defined. That directory
container is for /opt/rt34/share/html, rather than /opt/rt3/share/html.
Or was this a cosmetic error introduced while emailing
No, that was a typo in my config I thought I'd fixed this morning, but
apparently hadn't
Originally, when I went with /opt/rt3 instead of rt34, it would just
bomb out with a 500 error... This time I'm getting:
*error:*RT couldn't store your session.
This may mean that that the directory '/opt/rt3/var/session_data' isn't
writable or a database table is missing or corrupt.
*context:*
*...*
*86:* };
*87:* undef $cookies{$cookiename};
*88:* }
*89:* else {
*90:* die loc(RT couldn't store your session.) . \n
*91:* . loc(
*92:* This may mean that that the directory '[_1]' isn't writable or
a database table is missing or corrupt.,
*93:* $RT::MasonSessionDir
*94:* )
*...*
*code stack:* /opt/rt3/share/html/Elements/SetupSessionCookie:90
/opt/rt3/share/html/autohandler:73
Raw Error:
RT couldn't store your session.
This may mean that that the directory '/opt/rt3/var/session_data' isn't
writable or a database table is missing or corrupt.
Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your
session.^JThis may mean that that the directory \'/opt/rt3/var/session_data\'
isn\'t writable or a database table is missing or corrupt.^J^J') called at
/opt/rt3/share/html/Elements/SetupSessionCookie line 90
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbb4058)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1250
HTML::Mason::Request::comp(undef, undef) called at
/opt/rt3/share/html/autohandler line 73
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbba7188)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1250
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbb25344)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbb25344)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xad0c3ac)',
'Apache2::RequestRec=SCALAR(0xafa5d30)') called at /opt/rt3/bin/webmux.pl line
123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xafa5d30)') called at
/usr/lib/perl5/site_perl/5.8.8/Apache/Session/MySQL.pm line 0
eval {...} at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/MySQL.pm line 0
--
/opt/rt3/var/session_data is RWX for owner and group, none for Other
Database issue perhaps???
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Re: [rt-users] Almost there... Some progress... maybe...
I went into Webmin and looked at the SQL DBase (my MySQL skills are very limited), and that database apparently has no tables in it at all. Did my DBase not initialize properly during install? I wouldn't be surprised, since I've had to adjust settings today to make everything sane as far as users/passwords go, and I just didn't notice it at that time. Is there anyway to fix this after the fact, short of a fresh re-install? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Almost there... Some progress... maybe...
Thank you everyone for your help I now have a login screen, and the abililty to log in (colors are screwy and the pics are broken, but I'm happy to have gotten this far). You'll probably hear from me again as I try to finalize and tweak things, but you've proven the most helpful mailing-list group I have found in a long time. Thanks a bunch, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
