[rt-users] data replication RT server to RT server
Hello listmates, Here is what I have in mind. Let us say I have a production RT instance. Let us call it rt_prod. Let us also say I want to run a staging instance on which I would be testing new versions, extensions, etc. Let us call is rt_stag. Is there a way to synchronize the to with regard to actual ticket data - i.e., make it so that once any modification is made on the production one (rt_prod), for instance, the same is reflected on staging (rt_stag). I may even want to do it both ways. Any way to do something like this - or am I just dreaming? Thanks. Boris. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] which Perl version should one use with RT 4.4 on CentOS 6
Hi Peter, Thanks, I saw that. I was wondering what the benefits and general experience was of those who used later versions of Perl 5 or Perl 6 vs 5.10.1. Just trying to see if it was a worthwhile exercize trying to upgrade - which on Centos did not seem to be trivial. Cheers, Boris. On Tue, Mar 15, 2016 at 4:27 AM, Peter Viskup wrote: > Hello Boris, > from readme [1] on github it is obvious the RT needs Perl as of > version 5.10.1 and above. Readme file from 4.4 version has the same > list of requirements. > Some RT modules may have their own dependencies. You need to check them. > > [1] https://github.com/bestpractical/rt > > -- > Peter Viskup > > > On Mon, Mar 14, 2016 at 4:33 PM, Boris Epstein > wrote: > > Hello all, > > > > I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine. It appears > > that Perl 5.1 is barely adequate. What is the recommended version of Perl > > for this setup? > > > > Thanks. > > > > Cheers, > > > > Boris. > > > > - > > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > > * Washington DC - May 23 & 24, 2016 > > > - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] which Perl version should one use with RT 4.4 on CentOS 6
Hello all, I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine. It appears that Perl 5.1 is barely adequate. What is the recommended version of Perl for this setup? Thanks. Cheers, Boris. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Fwd: RT Not Sending Email
Hello Roger, I am not sure that is it but have you checked that you are using a valid "from" address? Cheers, Boris. On Tue, Mar 1, 2016 at 5:31 PM, Roger Dooley wrote: > Hello, > > I was wondering if someone could shed some light as to how to get RT to > send > out email. > > Here's what I've done so far: > * Upgrade machine is CentOS 7 (apache, mariadb, and postfix) > * installed RT 4.4 (previous 3.8.8) > * transferred database to new machine > * upgraded database > * configured aliases for new machine for testing > * RT web interface working for upgrade > * sending email to new machine adds tickets > * verified RT_SiteConfig.pm directives were updated > > What is not working from upgrade: > * auto assigning user for certain queues via custom Scrip > * RT not sending emails to Admin CCs...from the debug logs, I can't find > any > instance of RT calling SendEmail.pm (Scrips don't seem to be running even > though they are in the database and I can view them from the web > interface). > * can send email from command line of the server > * tried setting $MailCommand to 'mbox'...no file when trying to forward a > ticket or reply > > What am I missing? > > > - > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany - March 14 & 15, 2016 > * Washington DC - May 23 & 24, 2016 > - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT 4.2 suddenly reset to a nonsensical view
On Tue, Feb 9, 2016 at 4:10 PM, Matt Zagrabelny wrote: > On Tue, Feb 9, 2016 at 3:05 PM, Boris Epstein > wrote: > > Shawn, > > > > Yes indeed, the url is: http:///rt/SelfService/ > > > > It is unwilling to go anywhere else. > > > > Any idea why this would happen? > > Somehow your account became unprivileged. > > I'm not sure if there is a history of pivilegeness of users, but there > could be something in the database. > > -m > Matt, Shawn: Thank you! Matt, actually it turned out to be something different. Somehow something in the browsing history/cookies told the RT to kick me into SelfService. I deleted my browsing history in Chrome - and that worked like a charm, I am back to my familiar interface. Wow, that was a scare:) Thank you very much for your help, everybody! Cheers, Boris. - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016
Re: [rt-users] RT 4.2 suddenly reset to a nonsensical view
Shawn, Yes indeed, the url is: http:///rt/SelfService/ It is unwilling to go anywhere else. Any idea why this would happen? Thanks for excellent response. Boris. On Tue, Feb 9, 2016 at 4:02 PM, Shawn Moore wrote: > On 2016年2月9日 at 15:57:44, Boris Epstein (borepst...@gmail.com) wrote: > > Hello listmates, > > Hi Boris, > > Has anybody ever discovered a situation where all of a sudden your view > resets to a non-sensical view where your search, tickets, etc. configs - > all the advanced options - are gone and all you see is a view which is > essentially useless. Tickets, however, seem to be there - if you specify > them by number. > > Any idea what this could be - or how to reset it to something reasonable? > > What’s the URL? Sounds like you ended up in self-service. > > Thanks. > > Boris. > > > Thanks, > Shawn > > > - > RT 4.4 and RTIR Training Sessions ( > http://bestpractical.com/services/training.html) > * Hamburg Germany — March 14 & 15, 2016 > - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016
Re: [rt-users] RT 4.2 suddenly reset to a nonsensical view
On Tue, Feb 9, 2016 at 4:01 PM, Matt Zagrabelny wrote: > On Tue, Feb 9, 2016 at 2:57 PM, Boris Epstein > wrote: > > Hello listmates, > > > > Has anybody ever discovered a situation where all of a sudden your view > > resets to a non-sensical view where your search, tickets, etc. configs - > all > > the advanced options - are gone and all you see is a view which is > > essentially useless. Tickets, however, seem to be there - if you specify > > them by number. > > > > Any idea what this could be - or how to reset it to something reasonable? > > Is it SelfService? > > Unprivileged users are forced to the SelfService web space of RT. > > Is your account privileged? > > -m > Matt, It may be - I am a privilleged user and have not seen self-service in a long time - it may well be. Question is if that is the case how did I lose my privilleges? What happened? This is positively weird. Thanks. Boris. - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016
[rt-users] RT 4.2 suddenly reset to a nonsensical view
Hello listmates, Has anybody ever discovered a situation where all of a sudden your view resets to a non-sensical view where your search, tickets, etc. configs - all the advanced options - are gone and all you see is a view which is essentially useless. Tickets, however, seem to be there - if you specify them by number. Any idea what this could be - or how to reset it to something reasonable? Thanks. Boris. - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016
[rt-users] ways to backup RT 4
Hello listamates, Is there a way - by way or a script of plugin/extension of some sort - to back up the RT DB and configuration/custom images, etc. in one fell swoop? Thanks. Boris.
Re: [rt-users] XLS export balks
Emmanuel, This is interesting. So are you saying you run a special GIT repository just for your RT installation(s)? Boris. On Fri, Sep 11, 2015 at 3:49 AM, Emmanuel Lacour wrote: > Le 10/09/2015 11:20, Boris Epstein a écrit : > > Emmanuel, thank you very much. Will do. > > > > Is there a standardized way to tell and track the version numbers of RT > > extensions/components? > > > > > I'don't know. > > Here I track every RT instalation using git :) > > > -- > Easter-eggs Spécialiste GNU/Linux > 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité > Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 > mailto:elac...@easter-eggs.com - http://www.easter-eggs.com >
Re: [rt-users] XLS export balks
Hate to say it but perhaps it is something different as our XLS is
extension is version 0.08 which apparently is the right version.
So search goes on...
Boris.
On Wed, Sep 9, 2015 at 5:59 PM, Boris Epstein wrote:
> Perhaps this is related:
>
> https://rt.cpan.org/Public/Bug/Display.html?id=92168
>
> Boris.
>
> On Wed, Sep 9, 2015 at 5:52 PM, Boris Epstein
> wrote:
>
>> Hello listmates,
>>
>> I have an RT 4.2.0 installation using Postgresql as DB engine running on
>> a CentOS 6 server where every attempt to extract a search to XLS results in
>> a failure.
>>
>> The failure manifests itself in the following way. The user's browser
>> displays the following message:
>>
>> *An internal RT error has occurred. Your administrator can find more
>> details in RT's log files.*
>>
>> The Apache/HTTPD log displays the following:
>>
>> *[27915] [Wed Sep 9 21:20:27 2015] [error]: Undefined subroutine
>> &RT::SQL::PossibleCustomFields called at
>> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
>> line 80.*
>>
>> *Stack:*
>> *
>> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]*
>> * [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]*
>> * [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]*
>> * [/opt/rt4/share/html/autohandler:53]
>> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)*
>>
>> Here is what I think is the relevant excerpt
>> from
>> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
>>
>> *...*
>> *my $col_entry = sub {*
>> *my $col = shift;*
>> *# in tsv output, "#" is often a comment character but we use it for
>> "id"*
>> *delete $col->{title}*
>> *if $col->{title} and $col->{title} =~ /^\s*#\s*$/;*
>> *return {*
>> *header => loc($col->{title} || $col->{attribute}),*
>> *map=> $m->comp(*
>> *"/Elements/ColumnMap",*
>> *Name => $col->{attribute},*
>> *Attr => 'value'*
>> *),*
>> *...*
>>
>> Line 80 is the line that says: my $col = shift;
>>
>> Has anyone encountered something like this? Any idea what this may be?
>>
>> Thanks.
>>
>> Boris.
>>
>
>
Re: [rt-users] XLS export balks
Perhaps this is related:
https://rt.cpan.org/Public/Bug/Display.html?id=92168
Boris.
On Wed, Sep 9, 2015 at 5:52 PM, Boris Epstein wrote:
> Hello listmates,
>
> I have an RT 4.2.0 installation using Postgresql as DB engine running on a
> CentOS 6 server where every attempt to extract a search to XLS results in a
> failure.
>
> The failure manifests itself in the following way. The user's browser
> displays the following message:
>
> *An internal RT error has occurred. Your administrator can find more
> details in RT's log files.*
>
> The Apache/HTTPD log displays the following:
>
> *[27915] [Wed Sep 9 21:20:27 2015] [error]: Undefined subroutine
> &RT::SQL::PossibleCustomFields called at
> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
> line 80.*
>
> *Stack:*
> *
> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]*
> * [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]*
> * [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]*
> * [/opt/rt4/share/html/autohandler:53]
> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)*
>
> Here is what I think is the relevant excerpt
> from
> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
>
> *...*
> *my $col_entry = sub {*
> *my $col = shift;*
> *# in tsv output, "#" is often a comment character but we use it for
> "id"*
> *delete $col->{title}*
> *if $col->{title} and $col->{title} =~ /^\s*#\s*$/;*
> *return {*
> *header => loc($col->{title} || $col->{attribute}),*
> *map=> $m->comp(*
> *"/Elements/ColumnMap",*
> *Name => $col->{attribute},*
> *Attr => 'value'*
> *),*
> *...*
>
> Line 80 is the line that says: my $col = shift;
>
> Has anyone encountered something like this? Any idea what this may be?
>
> Thanks.
>
> Boris.
>
[rt-users] XLS export balks
Hello listmates,
I have an RT 4.2.0 installation using Postgresql as DB engine running on a
CentOS 6 server where every attempt to extract a search to XLS results in a
failure.
The failure manifests itself in the following way. The user's browser
displays the following message:
*An internal RT error has occurred. Your administrator can find more
details in RT's log files.*
The Apache/HTTPD log displays the following:
*[27915] [Wed Sep 9 21:20:27 2015] [error]: Undefined subroutine
&RT::SQL::PossibleCustomFields called at
/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
line 80.*
*Stack:*
*
[/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]*
* [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]*
* [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]*
* [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)*
Here is what I think is the relevant excerpt
from
/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
*...*
*my $col_entry = sub {*
*my $col = shift;*
*# in tsv output, "#" is often a comment character but we use it for
"id"*
*delete $col->{title}*
*if $col->{title} and $col->{title} =~ /^\s*#\s*$/;*
*return {*
*header => loc($col->{title} || $col->{attribute}),*
*map=> $m->comp(*
*"/Elements/ColumnMap",*
*Name => $col->{attribute},*
*Attr => 'value'*
*),*
*...*
Line 80 is the line that says: my $col = shift;
Has anyone encountered something like this? Any idea what this may be?
Thanks.
Boris.
Re: [rt-users] what is Feeds->Shredder?
Landon, Thank you very much! Wow, this is a dangerous link:) Boris. On Wed, Sep 9, 2015 at 1:01 PM, Landon Stewart wrote: > On Sep 9, 2015, at 7:50 AM, Boris Epstein wrote: > > > Hi all, > > In the Search/Reports interface alongside the iCal and Spreadsheet items > under Feeds one finds something ominously named "Shredder". What is it? > What does it shred, if anything? :) > > > It definitely shreds. > > > https://www.bestpractical.com/docs/rt/latest/RT/Shredder.html#Web-based-interface-WebUI >
Re: [rt-users] logs locations
Josiah, Thanks! Good point - I didn't think the HTTP server could log quite a bit (though, notably, it is under the /var/log tree; for me under /var/log/httpd but that's details). And log lots of stuff it sure does:) Great help - thank you very much! Cheers, Boris. On Wed, Sep 9, 2015 at 10:59 AM, Josiah Philipsen wrote: > The default logs for me were in /var/log/apache2/error.log > > You can also specify where they are stored it your RT_Siteconfig. > > Thanks, > Josiah > > > On Wednesday, September 9, 2015, Boris Epstein > wrote: > >> Hello all, >> >> Where would logs relevant to RT4 be located. I would think they would all >> be in the following locations: >> >> /opt/rt4/var/log >> /var/log >> >> and subdirectories thereof. Is there anywhere else I should look as well? >> >> Thanks. >> >> Cheers, >> >> Boris. >> >
[rt-users] logs locations
Hello all, Where would logs relevant to RT4 be located. I would think they would all be in the following locations: /opt/rt4/var/log /var/log and subdirectories thereof. Is there anywhere else I should look as well? Thanks. Cheers, Boris.
[rt-users] what is Feeds->Shredder?
Hi all, In the Search/Reports interface alongside the iCal and Spreadsheet items under Feeds one finds something ominously named "Shredder". What is it? What does it shred, if anything? :) Thanks. Boris.
Re: [rt-users] checking/changing default queue for a user
Ken, Thanks! I could not find it in the settings. However, it turned out that there was a scrip doing the job - universally, for all users. Which actually makes more sense to me than trying to do it on a user-by-user basis. There was some issue with the code in that scrip so I fixed it temporarily for now for now - and am contemplating better fixes as a permanent solution. The fix is "On Create" and is run for all newly created tickets - including the ones emailed in. It is structured along the following lines: my $queuename = ""; my $email = ($self->TicketObj->RequestorAddresses)[0]; my $user = RT::User->new($RT::SystemUser); $user->LoadByEmail($email); die "Couldn't load user by email" unless $user->id; ... followed by the logic that sets the queue depending upon who the user is. Thanks once again to everybody for their assistance. Cheers, Boris. On Tue, Jul 21, 2015 at 2:57 PM, k...@rice.edu wrote: > > Hi Boris, > > The option is a per-user configuration setting in their Preferences. It > may be > scrip(t)able with the RT API. > > Regards, > Ken > >
Re: [rt-users] checking/changing default queue for a user
Hello again, And just to add to the confusion here: http://kb.mit.edu/confluence/display/istcontrib/Setting+your+Default+Queue+in+Request+Tracker Apparently, a setting is indeed supposed to exist to set this parameter. But I for the life of me can not find it! Where did it go? :) Any and all help appreciated as always. Cheers, Boris. On Tue, Jul 14, 2015 at 5:18 PM, Boris Epstein wrote: > Hello listmates, > > If I as an admin need to set a certain queue for requests originating from > a user - how do I do that? Let us say I have a user John Smith, with an > email of jsm...@abc.com. How do I make it so that every ticket by email > coming from jsm...@abc.com goes into a certain queue. > > Thanks. > > Boris. >
Re: [rt-users] checking/changing default queue for a user
Roman, Aaron, thanks!
The code looks pretty good and I am sure this is one way to get the job
done.
But what I am wondering is this. Even without any scrips - effectively,
triggers performing custom functions for a particular user of set of users
- the queue gets set up somehow. Then the questions becomes, how? And why
can this not be just a default setting? For instance, if I have two
companies that I provide IT services to, say, "Alpha Motors" and "Bravo
Tires" with a queue dedicated to each one why can't I just assign every
Alpha user to the Alpha queue and every Bravo user to the Bravo queue just
through the configuration menu? Not saying a feature like this has to exist
already - I personally failed to find it - but it seems like it would make
sense for it to exist.
Cheers,
Boris.
On Thu, Jul 16, 2015 at 4:40 PM, Roman Massey wrote:
> Here’s a scrip I use for assigning queue depending on requestor email
> address.
>
> I stripped it down for you so this code is not tested. It runs through a
> hash so you can put multiple addresses corresponding to multiple queues. If
> you only need to do it for one address then you can eliminate the hash and
> while loop. The regex checks if the requestor email address contains the
> hash key. So you can put a full email address instead of just the domain.
>
>
> Create a new scrip (condition: On Create, Action: User defined, Template:
> blank) and I applied it to our “INCOMING” queue which all tickets created
> by email go into.
>
> Custom action preparation code:
>
> # initialize vars
> my $DestinationQueue;
> my $RequestorEmail = $self->TicketObj->RequestorAddresses;
>
> # map domains to queue name
> my %DomainToQueueName = (
> 'example.com' => 'Example Queue',
> 'example2.com' => 'Example Queue #2',
> );
>
> # iterate through dealership list and set the value to put in the CF
> while ( my $Key = each %DomainToQueueName )
> {
> if( $RequestorEmail=~ /\Q$Key/ ) {
> $DestinationQueue = $DomainToQueueName{$Key};
> }
> }
>
> #set the queue
> if($DestinationQueue) {
> my( $st, $msg ) = $self->TicketObj->SetQueue($DestinationQueue);
> }
>
> return 1;
>
>
>
>
> --
> Roman Massey
>
> On July 15, 2015 at 5:50:27 PM, Aaron McCormack (aa...@backblaze.com)
> wrote:
>
> Hi Boris,
>
> Mixing bits of these two might get you on the right track with a scrip
> processing the ticket upon creation, I use something similar for regex
> matching patterns in subject lines and assigning to a specific queue.
>
> http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject
> http://requesttracker.wikia.com/wiki/AutomaticCustomFieldValue
>
> Aaron
>
>
> On Jul 14, 2015, at 2:18 PM, Boris Epstein wrote:
>
> Hello listmates,
>
> If I as an admin need to set a certain queue for requests originating from
> a user - how do I do that? Let us say I have a user John Smith, with an
> email of jsm...@abc.com. How do I make it so that every ticket by email
> coming from jsm...@abc.com goes into a certain queue.
>
> Thanks.
>
> Boris.
>
>
>
[rt-users] checking/changing default queue for a user
Hello listmates, If I as an admin need to set a certain queue for requests originating from a user - how do I do that? Let us say I have a user John Smith, with an email of jsm...@abc.com. How do I make it so that every ticket by email coming from jsm...@abc.com goes into a certain queue. Thanks. Boris.
[rt-users] RT 4.2 - owner list changed from pull-down menu to fill-in form
Hello all, For some reason, at some point in a not so distant past, the form where you can assign a newly created ticket to a user has changed from a pull-down list to a form where you can type it in (with auto-fill but still). Has anybody seen that? Does anybody know why this is happening? Thanks in advance for any and all help. Cheers, Boris.
Re: [rt-users] user privilleges: can not assign tickets to some users
Trev, Thanks, this is a thought. However, those same users can indeed own those same tickets - that does not seem to be a problem as long as somebody other than the two users in question does the assigning. That is the part that mystifies me. Boris. On Tue, Feb 10, 2015 at 12:13 PM, Trev wrote: > Permissions for the other users to 'Own a Ticket'. > > On Tue, Feb 10, 2015 at 12:10 PM, Boris Epstein > wrote: > >> Hello all, >> >> If I have a user who seemingly should be able to assign tickets to any >> other user but can only assign them to some - what are the positive causes >> of that? I have two such users, they seem to have configurations identical >> to those of other users who can assign tickets to everyone - so I am a bit >> puzzled. >> >> Thanks in advance for any and all help. >> >> Cheers, >> >> Boris. >> > >
[rt-users] user privilleges: can not assign tickets to some users
Hello all, If I have a user who seemingly should be able to assign tickets to any other user but can only assign them to some - what are the positive causes of that? I have two such users, they seem to have configurations identical to those of other users who can assign tickets to everyone - so I am a bit puzzled. Thanks in advance for any and all help. Cheers, Boris.
Re: [rt-users] XLS report failure
Thanks for your help Alex! Do you know if there are any DB changes involved? Boris. On Thu, Jan 29, 2015 at 3:38 PM, Alex Peters wrote: > You need to upgrade to v0.08, which has explicit support for RT v4.2. > On 30 Jan 2015 7:01 am, "Boris Epstein" wrote: > >> According to the PERL code (I am sorry, not sure what the official >> location for the version string is) this is RT-Extension-SearchResults-XLS >> v 0.07. >> >> Thanks. >> >> Boris. >> >> >> On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters wrote: >> >>> Are you using version 0.08 of the extension? >>> On 30 Jan 2015 5:30 am, "Boris Epstein" wrote: >>> >>>> Hello everyone, >>>> >>>> I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a >>>> XLS report (XLS dump of a search) I get the following errors in the log: >>>> >>>> [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine >>>> &RT::SQL::PossibleCustomFields called at >>>> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls >>>> line 80. >>>> >>>> Stack: >>>> >>>> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] >>>> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] >>>> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] >>>> [/opt/rt4/share/html/autohandler:53] >>>> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) >>>> >>>> Has anybody encounter that? Any know cure? >>>> >>>> Thanks. >>>> >>>> Boris. >>>> >>> >>
[rt-users] XLS report failure
Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine &RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Has anybody encounter that? Any know cure? Thanks. Boris.
[rt-users] comprehensive report extraction
Hello listmates, I need to extract pretty much all the fields from my RT 4.2 DB - everything pertaining to the tickets handled. Is there a script or web form that does it? I have written a script that extracts some of them - but traversing the data structures feels painful, so if a utility of this kind exists already that would save me some time and effort. Thanks. Boris.
Re: [rt-users] setting a password for a user
Alex,
I finally resolved the issue by setting up the password for use root using
this command:
perl -I/opt/rt4/local/lib -I/opt/rt4/lib \
-MRT -MRT::User \
-e'RT::LoadConfig();RT::Init(); my $u = RT::User->new($RT::SystemUser);
$u->Load("root"); $u->SetPassword("secret")'
borrowed from here: http://requesttracker.wikia.com/wiki/RecoverRootPassword
and then logging in as root. As soon as I did I saw the tabs for password
entry and was able to set a password for the user in question.
I guess the question still remains, what is the rational behind me being
unable to do so just as a user with admin privileges.
Thanks.
Boris.
On Fri, Jan 16, 2015 at 9:34 AM, Boris Epstein wrote:
> Hi Alex,
>
> Thanks for the reply.
>
> We actually do import passwords from LDAP for users that are in LDAP. But
> is it possible to also have users who are not in LDAP - and be able to
> change their passwords? I am sorry, I must be missing something but I still
> don't quite see the logic of the arrangement in place.
>
> Cheers,
>
> Boris.
>
>
> On Thu, Jan 15, 2015 at 11:34 PM, Alex Peters wrote:
>
>> The discussion thread you've linked to concerns LDAP, and doesn't seem
>> relevant to your case.
>>
>> If you have the correct privileges (which you seem to), the Modify screen
>> for another user will have three password boxes: the top one for you to
>> confirm your password, and the bottom two to actually change the user's
>> password. I assume that the requirement to enter your own password at this
>> stage is for added security, i.e. to prevent someone else using your
>> logged-in account to gain access to other people's accounts.
>>
>> Does this resolve things?
>>
>> On 16 January 2015 at 14:27, Boris Epstein wrote:
>>
>>> Hello all,
>>>
>>> I am a user who has administrative privileges within my RT installation.
>>> That is usually enough but now an situation has come up that I need to
>>> alter an RT password for a user and it has turned out that I need to do
>>> that but can't - at least not easily.
>>>
>>> Here is a discussion I found on the topic:
>>>
>>> http://www.gossamer-threads.com/lists/rt/users/99177
>>>
>>> So it looks like I need to either create/activate user "root" and create
>>> a password for that user (not sure exactly how to do that) or I need to
>>> change my own password - why should I?
>>>
>>> At any rate, any insight into what the logic is behind things being this
>>> way would be very helpful. Same for practical advice on how to set things
>>> up in such a way that admin users can modify other users' passwords by
>>> default though the web GUI.
>>>
>>> Thanks in advance.
>>>
>>> Cheers,
>>>
>>> Boris.
>>>
>>
>>
>
Re: [rt-users] setting a password for a user
Hi Alex, Thanks for the reply. We actually do import passwords from LDAP for users that are in LDAP. But is it possible to also have users who are not in LDAP - and be able to change their passwords? I am sorry, I must be missing something but I still don't quite see the logic of the arrangement in place. Cheers, Boris. On Thu, Jan 15, 2015 at 11:34 PM, Alex Peters wrote: > The discussion thread you've linked to concerns LDAP, and doesn't seem > relevant to your case. > > If you have the correct privileges (which you seem to), the Modify screen > for another user will have three password boxes: the top one for you to > confirm your password, and the bottom two to actually change the user's > password. I assume that the requirement to enter your own password at this > stage is for added security, i.e. to prevent someone else using your > logged-in account to gain access to other people's accounts. > > Does this resolve things? > > On 16 January 2015 at 14:27, Boris Epstein wrote: > >> Hello all, >> >> I am a user who has administrative privileges within my RT installation. >> That is usually enough but now an situation has come up that I need to >> alter an RT password for a user and it has turned out that I need to do >> that but can't - at least not easily. >> >> Here is a discussion I found on the topic: >> >> http://www.gossamer-threads.com/lists/rt/users/99177 >> >> So it looks like I need to either create/activate user "root" and create >> a password for that user (not sure exactly how to do that) or I need to >> change my own password - why should I? >> >> At any rate, any insight into what the logic is behind things being this >> way would be very helpful. Same for practical advice on how to set things >> up in such a way that admin users can modify other users' passwords by >> default though the web GUI. >> >> Thanks in advance. >> >> Cheers, >> >> Boris. >> > >
[rt-users] setting a password for a user
Hello all, I am a user who has administrative privileges within my RT installation. That is usually enough but now an situation has come up that I need to alter an RT password for a user and it has turned out that I need to do that but can't - at least not easily. Here is a discussion I found on the topic: http://www.gossamer-threads.com/lists/rt/users/99177 So it looks like I need to either create/activate user "root" and create a password for that user (not sure exactly how to do that) or I need to change my own password - why should I? At any rate, any insight into what the logic is behind things being this way would be very helpful. Same for practical advice on how to set things up in such a way that admin users can modify other users' passwords by default though the web GUI. Thanks in advance. Cheers, Boris.
Re: [rt-users] the owner tab pulldown
Drew, Keneth, et al: thanks for responding! I guess the gap in my knowledge is that I don't know what permission (or combination of permissions) determines whether or not a user is allowed to take on a given ticket. Let me look into this aspect of it. Cheers, Boris. On Thu, Nov 27, 2014 at 3:09 PM, Drew wrote: > I'm aware of the permissions, that is why I was asking Boris who is not > seeing particular users on the drop down to assign the ticket to if they > had the proper permissions to be an actual owner of the ticket. ;) > On Nov 27, 2014 12:05 PM, "Kenneth Crocker" > wrote: > >> Drew, >> >> There are many permissions they need in order to work on a ticket, >> ownership is one of them. >> >> I have an ebook out that explains a lot about permissions. It is titled >> "RT for Beginners - A Topical Guide". It is only $9.99 at Amazon or Barnes. >> I've attached a TOC. >> >> Kenn >> >> On Thu, Nov 27, 2014 at 7:38 AM, Drew wrote: >> >>> Do the users who do not show up have the proper permissions to be >>> assigned the ticket? >>> >>> On Mon, Nov 24, 2014 at 3:13 PM, Boris Epstein >>> wrote: >>> > Hello listmates, >>> > >>> > I have just encountered a strange situation. Apparently, as I am >>> trying to >>> > assign a ticket, some users do show up in the "Owner" pulldown and >>> others do >>> > not. Thus far, I have failed to see what the selection criteria is >>> there. >>> > >>> > Any help with this will be greatly appreciated. >>> > >>> > Cheers, >>> > >>> > Boris. >>> >> >>
[rt-users] the owner tab pulldown
Hello listmates, I have just encountered a strange situation. Apparently, as I am trying to assign a ticket, some users do show up in the "Owner" pulldown and others do not. Thus far, I have failed to see what the selection criteria is there. Any help with this will be greatly appreciated. Cheers, Boris.
[rt-users] remote access to the RT's query engine
Hello all, I have a need to extract some data from my RT instance which I have satisfied thus far be means of a local script (run locally on the RT server) that uses the Perl API to access the data. So I do: RT::LoadConfig(); RT::Init(); etc. etc. This works just fine. My question is, could I do the same thing across the net, from a different host? Thanks. Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] search query question
Alex, thanks! Here's another solution I just found: $tickets->LimitId(OPERATOR => '>', VALUE => '0'); Boris. On Tue, Jul 29, 2014 at 3:35 PM, Alex Vandiver wrote: > On 07/29/2014 03:17 PM, Boris Epstein wrote: > > Is there any way to launch it and find all the tickets? And yes, I know > > - this may be expensive but that is fine. > > $tickets->UnLimit; > > - Alex > -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] search query question
Hello all, It looks like the generic search query: my $tickets = new RT::Tickets($RT::SystemUser); Only works if you introduce some limitations to it. By that I mean qualifiers like: $tickets->LimitStatus(VALUE => 'open'); Is there any way to launch it and find all the tickets? And yes, I know - this may be expensive but that is fine. Thanks in advance for any advice. Cheers, Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] changing user's permissions from outside of RT
Hi Alex,
Yes, this is pretty much what I had in mind. It just feels a bit odd that
you have to go to doing things programatically for some things that seem
trivial whereas more complex things seem to be easily doable via CLI.
Thanks.
Boris.
On Sat, Jul 19, 2014 at 2:20 AM, Alex Peters wrote:
> What is the scope of your definition of "outside" RT?
>
> RT has a command line interface, and you can also run Perl scripts on the
> RT host that interact directly with RT's library code to achieve tasks.
>
> One example of an operation that can be run directly on the RT host is
> this script, which resets the root user's password:
>
> use lib '/opt/rt4/lib';
> use RT;
> use RT::User;
> RT->LoadConfig;
> RT->Init;
> my $u = RT::User->new(RT->SystemUser);
> $u->Load('root');
> $u->SetPassword('secret');
>
> Altering database tables directly is another option, but one I've never
> tried personally (and wouldn't unless I had to, because I trust RT's code
> more than myself to alter table data without side effects).
>
> What specific user privilege adjustments would you like to make?
>
>
> On 19 June 2014 05:30, Boris Epstein wrote:
>
>> Hello listmates,
>>
>> If I need to change the user's privilleges outside of the RT - and I do
>> have full administrative rights both on the RT host machine and within the
>> DB server - how do I do that?
>>
>> Thanks.
>>
>> Boris.
>>
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
>>
>
>
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] using RT to run complex queries
Hello Kevin, Thanks a lot for your reply. This makes sense - but the question is, can I build such a query? Is it possible? I know these are likely dumb questions but the documentation I found on the Query builder is rather sparse and for that reason I just don't know how to do that - or even if it can be done. Boris. On Thu, Jul 24, 2014 at 11:06 AM, Kevin Falcone wrote: > On Wed, Jul 16, 2014 at 02:54:48PM -0400, Boris Epstein wrote: > > 1) List all users > > rt help ls > > > 2) List all tickets including the resolved one > > 3) List all tickets filed by a user whose city is, for instance, Chicago. > > Use the query builder to build a search, then pass that search to the > CLI. Please note, listing all tickets is likely to be expensive if > you have any sort of reasonably sized RT. > > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] using RT to run complex queries
Hello all, I am wondering if I could do something like this via the rt CLI: 1) List all users 2) List all tickets including the resolved one 3) List all tickets filed by a user whose city is, for instance, Chicago. etc. Thanks. Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Found (302) error
Hello Matt, Thanks for your response. This is Apache ( httpd-2.2.15-30.el6.centos.x86_64 ) running on Centos 6.5. Cheers, Boris. On Wed, Jun 25, 2014 at 8:05 PM, Matt Brennan wrote: > 302 is a temporary redirect HTTP code. > > Which web server are you using for RT? > > > On Wed, Jun 25, 2014 at 4:07 PM, Boris Epstein > wrote: > >> Hello all, >> >> I am trying to connect to an RT server and get my tickets listed but am >> getting the above error instead. I have verified that I do manage to >> connect and authenticate (see the text below; in the first instance I >> deliberately used an incorrect password): >> >> [bepstein@usfr-jeff ~]$ rt list >> Query:Status!='resolved' and Status!='rejected' >>Strong encryption not available, switched off by externalauth=0 >>Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted >>Press CTRL-C now if you do not want to continue >> Password: >> rt: Incorrect username or password. >> [bepstein@usfr-jeff ~]$ rt list >> Query:Status!='resolved' and Status!='rejected' >>Strong encryption not available, switched off by externalauth=0 >>Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted >>Press CTRL-C now if you do not want to continue >> Password: >> rt: Server error: Found (302) >> [bepstein@usfr-jeff ~]$ >> >> Any help on this much appreciated. >> >> Cheers, >> >> Boris. >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Found (302) error
Hello all, I am trying to connect to an RT server and get my tickets listed but am getting the above error instead. I have verified that I do manage to connect and authenticate (see the text below; in the first instance I deliberately used an incorrect password): [bepstein@usfr-jeff ~]$ rt list Query:Status!='resolved' and Status!='rejected' Strong encryption not available, switched off by externalauth=0 Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted Press CTRL-C now if you do not want to continue Password: rt: Incorrect username or password. [bepstein@usfr-jeff ~]$ rt list Query:Status!='resolved' and Status!='rejected' Strong encryption not available, switched off by externalauth=0 Password will be sent to usfr-jeff.insideidc.comrt/ unencrypted Press CTRL-C now if you do not want to continue Password: rt: Server error: Found (302) [bepstein@usfr-jeff ~]$ Any help on this much appreciated. Cheers, Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] changing user's permissions from outside of RT
Hello listmates, If I need to change the user's privilleges outside of the RT - and I do have full administrative rights both on the RT host machine and within the DB server - how do I do that? Thanks. Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] examples of TicketSQL scripts
Hello all, As I understand it, there ought to be a way for one to write a script that would connect to an RT installation, pass some queries in TicketSQL to it and get the results back. Is that accurate? If so, do code samples/instructions exist? Thanks. Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] RT 4.2: extracting reports
Hello all, I am trying to set up a some way to periodically extract activity reports from my RT installation. I have a feeling that I could use the query tool for that but I could never find a comprehensive description of the queryable fields. There are also a reporting function under "Tools -> Activity Reports" but I could never find out how to modify the output and save it. Also, there is the "Charts" functionality: http://bestpractical.com/docs/rt/4.2/charts.html Once again, the documentation is a bit lacking. So any advice on how to make this happen - with examples, if such exist - would be most appreciated. Cheers, Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
