[rt-users] URL-based queries?
Hi All, Just wondering if it's possible to do URL-based queries into the RT tickets database. e.g. http://rt.website.com/rt/search?Queue=GeneralStatus=Resolved etc. Cheers, -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ticket links all pointing to localhost
HI This has been happening just since this morning. When i add a link - parent/child/referred etc the link appears fine. but when i click-through, the url of the page is pointing to localhost e.g. http://localhost/Ticket/Display.html?id=166 Anyone have any idea how i can fix this un? Cheers, -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem for new users in RT 3.8.2 RT could not load avalid user
Hi i did a new install onto 3.8.2 I'm pretty sure i had this problem when my LDAP access user had not been given the correct rights etc. Are the users getting the bouncebacks on an LDAP system? if not you'll need to set the value below to 1. (you'll find this in your RT_SiteConfig.pm) # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers,0); Calvin L B wrote: Yes I still have this queue. Maybe is it related to LDAP authentication ? I enabled LDAP in 3.8.2 with RT-Authen-ExternalAuth-0.08_01 plugin. Regarding mailgate, it's a simple usage : I get emails from a mailbox with pop and pass them through mailgate. Then it creates a ticket in incoming queue. On Wed, Feb 25, 2009 at 6:57 PM, Jay R. Ashworth bayl...@sprint.blackberry.net wrote: Is that queue still called 'incoming' in 3.8.2? What's your mailgate aimed at? --- via Blackberry -Original Message- From: L B bertig...@gmail.com Date: Wed, 25 Feb 2009 18:54:47 To: RT-Users@lists.bestpractical.com Subject: [rt-users] Problem for new users in RT 3.8.2 RT could not load a valid user Hello, Since my migration from 3.6.6 to 3.8.2, I get this message for requests from new users : RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (.x...@xxx.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue incoming. And of course, I have this right on the incoming queue. How can I fix this ? Thanks! -- L.B. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email _ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] anybody using RTx::Statistics
anybody using RTx::Statistics package? I'm on 3.8.2. seems like the last dev on this package was done in 2006. Just wondering if anybody's got it up and running nicely? -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] anybody using RTx::Statistics
thanks for the info guys! @Oleg is the gnuplot/mysql stuff fairly straightforward? (i dont code at all) Oleg Sladkoff wrote: +1 PS : I had to make my own reports / graphs with direct Mysql queries and gnuplot to have exactly what I wanted. On Tue, 2009-02-24 at 12:17 +, Steven Platt wrote: Calvin, We're using a version of RTx::Statistics on RT v3.6.2. It's partly working. Histograms are OK, but the line graphs (Tkts per day, Multiple Qs, Time to resolve) display constant values across the entire graph. I think the query is gathering data just from the latest date rather than as an array across the date range, but we don't make great use of the package and so haven't seen this as a priority fix. The default RT reports get more use than RTx::Statistics charts. Steve Bioinformatics Health Protection Agency -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Calvin Chiang Sent: 24 February 2009 12:00 To: rt-users@lists.bestpractical.com Subject: [rt-users] anybody using RTx::Statistics anybody using RTx::Statistics package? I'm on 3.8.2. seems like the last dev on this package was done in 2006. Just wondering if anybody's got it up and running nicely? -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] trend data on time spent/estimated
Hi All, I've been trying to find a good tool to get trends from my RT data on time spent etc. I've had a good look and cant find much, but let me know if i've missed something really obvious. I came across the RTx::Statistics package but couldnt see any movement on it in the last two years or so. Then i found this awesome-looking RT Analyzer program (http://accelconf.web.cern.ch/accelconf/ica05/proceedings/pdf/O3_010.pdf) that was coded by some guys at a research institiution called cosyslabs. Have any of you seen this before or got it working before? I've emailed some of the guys listed in the paper but havent heard back from them yet. Cheers, -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] trend data on time spent/estimated
thanks for that! i'll be trying the installation this week. on the page it refers to rt's regular statistics package - is this RTx::Statistics? do you know if people are regularly using this with the later versions of RT? Marouane HIMDI wrote: Have a look at Yarts http://www.bastian-friedrich.de/comp/yarts/ . it's developed in PHP, so easy to customise to meet your needs. Best regards Dr Marouane HIMDI Ingénieur RD/RD Engineer KEREVAL 4, rue Hélène Boucher Z.A. Bellevue 35235 Thorigné Fouillard Tel : +33 (0)2 23 20 36 64 http://www.kereval.com P Pensez à l'environnement : n'imprimez ce message et ses pièces jointes que si nécessaire ! -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Calvin Chiang Envoyé : lundi 23 février 2009 13:07 À : rt-users@lists.bestpractical.com Objet : [rt-users] trend data on time spent/estimated Hi All, I've been trying to find a good tool to get trends from my RT data on time spent etc. I've had a good look and cant find much, but let me know if i've missed something really obvious. I came across the RTx::Statistics package but couldnt see any movement on it in the last two years or so. Then i found this awesome-looking RT Analyzer program (http://accelconf.web.cern.ch/accelconf/ica05/proceedings/pdf/O3_010.pdf) that was coded by some guys at a research institiution called cosyslabs. Have any of you seen this before or got it working before? I've emailed some of the guys listed in the paper but havent heard back from them yet. Cheers, -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help with permissions?
Hi George, I defaulted to granting a global right to the Everyone group to CreateTicket and ReplyToTicket on the relevant queue (in your case IT_Support). that should take care of your Company_Employees users needing to create tickets. As for the Company_Employees group users being able to only see their own tickets. i saw a good suggestion on a post which was to do the following: * don't grant the ShowTicket right to Company_Employees group on the IT_Support queue, instead; * grant the ShowTicket right to the Requestors group on the IT_support queue that way, they'll only see their own tickets, even when they do a search. George Beitis wrote: Hey there, Thanks for the reply! Unfortunately that doesn't help as at the end of the day i want users in the specific group to only have access to their own tickets and see no other ticket. And if possible to be able to see all their requested tickets. Does anyone else know how to achieve this? Thanks George On Mon, Feb 23, 2009 at 1:06 PM, Franzini, Gabriele [Nervianoms] gabriele.franz...@nervianoms.com mailto:gabriele.franz...@nervianoms.com wrote: Hello George, Try granting at the Global Group level, SeeQueue right to Company Employees, or maybe straight to Privileged group - it may save work for next queues... HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Italy -- Message: 6 Date: Mon, 23 Feb 2009 12:36:41 +0200 From: George Beitis george.bei...@googlemail.com mailto:george.bei...@googlemail.com Subject: [rt-users] Help with permissions? To: rt-users rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com Message-ID: 9be19c1c0902230236s461d290ag33ec0d09fbef7...@mail.gmail.com mailto:9be19c1c0902230236s461d290ag33ec0d09fbef7...@mail.gmail.com Content-Type: text/plain; charset=iso-8859-1 Hey everyone, my problem has to do with setting permissions. I have created a queue called IT support, and a group called Company Employees. The Employee group has the following rights on the group: create ticket and show ticket. These don't seem to be enough for a user in the group employees to create a ticket as the queue name doesn't come up in the create queue section of the screen or the quick create widget. Am I doing something wrong there? George -- next part -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com mailto:sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http
Re: [rt-users] RT3.8.2 Ubuntu 8.04
what doesyour RT_siteconfig.pm file look like? Alf Stockton wrote: I believe that I now have RT3.8.2 built/assembled on my Ubuntu 8.04 server but now need to be able to browse to it. I have it installed at /etc/request-tracker3.8.2/ and I attempted using the same method of connecting as I successfully used with 3.6. In other words at the end of my /etc/apache2/sites-enabled/000-default I added :- include /etc/request-tracker3.8.2/etc/apache2-modperl2.conf which reads as follows:- VirtualHost general.dev.sharing.org.za ServerName general.dev.sharing.org.za DocumentRoot /etc/request-tracker3.8.2/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire /etc/request-tracker3.8.2/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost How do I now browse to rt3.8.2? -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] [Fwd: Re: Hardware Config]
Hi there, i've been running RT 3.8.1 in an ubuntu8.04 vm on vmware esxi (free) for just over two weeks. the VM is super weedy - 32bit, 256MB RAM, vdisk size 2GB , havent put any settings on processor limits yet. It's running on local storage on a really on Dell blade. It's my IT support RT system, so at present i'm the only one who uses it. it gets about 10 new tickets a day, and 50ish transactions a day. it handles everything pretty well for such a slow machine... Cassandra L. Brockett wrote: I run it that way in production here, I also happen to have a copy of the machine that I use for testing major changes, etc... I did not that 3.4 and 3.6 where horribly slow for us, but it turned out to be a fault of the way that those revisions used the PostgreSQL backend, not RT or the system, 3.8.2 is screaming along for us. -- Cass -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Tim Cutts Sent: Monday, February 09, 2009 1:56 PM To: RT Users Subject: Re: [rt-users] Hardware Config I've been following this discussion (rather belatedly) with some interest. One thing I haven't heard anyone discuss yet: Has anyone tried running RT in a virtual machine? I'm about to move our RT 3.4.2 server onto a virtual machine. I've configured the RT VM to be actually really quite weedy (32-bit and only 2 GB RAM), and perhaps I need to change that, but I figure that VMware ESX probably does quite a good job of caching the disk its using anyway. The actual physical hardware is a quad socket quad core machine with 64 GB of RAM. The underlying storage is StorageWorks EVA on a SAN, so it should be pretty quick. Has anyone tried this sort of thing? Am I about to burn myself badly? Our turnover of tickets is pretty low - only a few hundred tickets a week. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com
[rt-users] custom reports newbie
Hi All, I'm a newbie to custom reports. Are there any good templates floating about to start from? or any good guides to building them? Cheers, -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Database size management
Hi All, I've got a RT 3.6 install. Approx 20 users, and a database size of about 500MB. It looks like i'm adding 25MB of data per week.. so it's growing quite a bit faster than i'd like. Any recommendations for data that i should look at stripping out of the database? or do people archive their databases? if you do is it pretty easy to bring them back online again if need be? Cheers, -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt-3.8.1 cannot get ExternalAuth.pm to be recognized in perl's @inc list
-database line 86. make: *** [initialize-database] Error 255 which shows the correct path added into @INC here?!!! i'm sure it's something i've done/overlooked cos it always is.. but i just cant see it. any hints much appreciated! -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ 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] rt-3.8.1 cannot get ExternalAuth.pm to be recognized in perl's @inc list
Hi Keith, Thanks for the quick reply! I'll give it a shot now and post back with my results. Cheers! Calvin Keith A McDermott wrote: Remove all ExternalAuth code so that it authenticates against the database. It needs to first create the default users in RT. Once the make initialize-database is done, then add the ExternalAuth into RT_SiteConfig.pm and you'll be great. Keith McDermott Desktop Support Specialist - PCN Physics Department, Purdue University Web:http://www.physics.purdue.edu/pcn E-mail: [EMAIL PROTECTED] Phone: (765)496-2202 Address:525 Northwestern Avenue West Lafayette, IN 47907 Check out our new documentation at: http://www.physics.purdue.edu/PCN/doc/wiki Calvin Chiang wrote: Hi All, ok. this problem is really annoying me. I've been following some excellent install instructions from here: http://wiki.bestpractical.com/view/Ubuntu_8.04.1 on how to install rt-3.8.1 on ubuntu 8.04. All good down to the bit on initalizing the database. At the end of the intialization i get the error: [EMAIL PROTECTED]:~/tmp/rt-3.8.1$ sudo make initialize-database /usr/bin/perl sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type:mysql Host:localhost Name:rt3 User:rt_user DBA:root Now creating a mysql database rt3 for RT. Done. Now populating database schema. Done. Now inserting database ACLs Granting access to rt_user@'localhost' on rt3. Done. Now inserting RT core system objects Done. [Wed Dec 10 13:58:03 2008] [crit]: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib /home/calvinc/tmp/rt-3.8.1/sbin/../lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm line 624. (/home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm:377) Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /home/calvinc/tmp/rt-3.8.1/sbin/../local/lib /home/calvinc/tmp/rt-3.8.1/sbin/../lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /home/calvinc/tmp/rt-3.8.1/sbin/../lib/RT.pm line 624. make: *** [initialize-database] Error 255 So the first time around, i thought that maybe i'd better install the ExernalAuth.pm plugin. so i followed the instructions and got the following success message: [EMAIL PROTECTED]:~/tmp/RT-Authen-ExternalAuth-0.06_02$ sudo make install Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm Installing /opt/rt3/local/man/man3/RT::User_Vendor.3pm Installing /opt/rt3/local/man/man3/RT::Authen::ExternalAuth.3pm Writing /opt/rt3/local/man/auto/RT/Authen/ExternalAuth/.packlist Appending installation info to /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/perllocal.pod Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm Installing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth So then i deleted the database reran make initialize-database. but got the same problem. So after a while i decided it was a problem with the @INC list. after some digging around, i thought i'd add the full path to ExternalAuth.pm to the PERL5LIB variable, which would add then add it to @INC export PERL5LIB=/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen after i do that i check @INC using perl -V and i get Built under linux Compiled at Nov 27 2007 10:44:36 %ENV: PERL5LIB=/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ @INC: /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl yet when i delete the database and retry sudo make initialize-database i the list of paths within @INC displays the same as the first time - it still cant find ExternalAuth.pm strangely,.. when i try to do a make initialize-database with out the sudo i get: [EMAIL PROTECTED]:~/tmp/rt-3.8.1$ make initialize-database /usr/bin/perl sbin/rt-setup-database --action init --dba root --prompt-for-dba-password RT couldn't load RT config file /opt/rt3/etc/RT_Config.pm as: user: calvinc group: calvinc The file is owned by user root
Re: [rt-users] Errors on installing RT 3.8.1
it's working!!
ok i'm just posting this in case anybody comes across it and wants to
find out what happened.
it's pretty simple - i wasnt checking the logs. the apache logs to be
precise which for me are in /var/log/apache2/error.log
the error i was getting was:
DBI connect('dbname=rtdb','rtuser',...) failed: Access denied for user
'rtuser'@'' to database 'rtdb'
at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106
[Wed Sep 10 16:19:25 2008] [error] [client 127.0.1.1] Connect Failed
Access denied for user 'rtuser'@'' to database 'rtdb'\n
at /opt/rt3/bin/../lib/RT.pm line 204\n
that makes a lot more sense - nothing to do with modperl at all.
then from there it took me a while again to realise that it was looking
for rtuser@ ... instead of [EMAIL PROTECTED]
found out that it was there was a problem in my RT_SiteConfig.pm.. i had
the two lines:
Set($DatabaseHost , '');
Set($DatabaseRTHost , '');
now i'm sure i only added these entries because i read a post that said
i should.
so just filled the blanks with localhost as per:
Set($DatabaseHost , 'localhost');
Set($DatabaseRTHost , 'localhost');
reloaded apache. bob's your uncle.
thanks Curtis for your help on this one
On Fri, 2008-09-12 at 15:21 +0100, Curtis Bruneau wrote:
Yeah something is up there, those two responses are completely
different, os and apache version. So make sure the host is valid, you
could probably have it in hosts.conf but it would only work from the
server itself. Also note that the apache/fastcgi config is different
then mod_perl2.
calvin chiang wrote:
Hi Curtis,
thanks for the reply!
ok.
when i run the telnet to localhost i get this:
Apache/2.2.4 (Ubuntu) PHP/5.2.3-1ubuntu6 mod_perl/2.0.2 Perl/v5.8.8
Server at SupportRT.localdomain Port 80
which looks pretty right to me.
when i run telnet to example.com (which is the virtual host for my
RT
installation) i get this:
Apache/2.2.3 (CentOS) Server at example.com Port 80
which made me wonder whether the mod_perl thingy isnt being applied
to
the virtual server.
So just to check i dropped the configuration script into
the /sites-available/default, and once again getting that 500 error.
when i comment out the section
Location /
SetHandler perl-script
PerlResponseHandler RT::Mason
/Location
then it loads the page that tells me that mod_perl/fastcgi hasnt
been
installed. same as before.
so i guess it's got nothing to do with my virtual hosts then.
btw i did try to install libapache2-mod-perl2 but said it was
already
installed.
going to try with fastcgi and see how i go
thanks for your help!
On Fri, 2008-09-12 at 14:44 +0100, Curtis Bruneau wrote:
You can check what the server is running by using telnet on port
80.
telnet localhost 80
HEAD / HTTP 1.0
It should respond with the server header and installed modules
(usually).
In most apache/mod_perl installs it should be working as is. The
files
to load it are in /etc/apache2/mods-enabled/perl.load which links
to
/etc/apache2/mods-available/perl.load. This is for debian based
linux'
so ubuntu etc.. The package which installs it is
libapache2-mod-perl2.
You could of course use fastcgi or whichever RT support but make
sure
when you install RT you specify which handler you want to use. Your
config looks ok at first glance though.
Chris Nelson wrote:
I am right with you. It's like there is a missing step somewhere.
Have
you found anything?
On Thu, Sep 11, 2008 at 12:04 PM, calvin chiang
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote:
Hi All,
ubuntu server 7.10
apache 2.2.4
RT 3.8.1
perl v5.8.8
this is my first posting, so let me know if i've done anything
against protocol.
Ok, so i've had an installation of RT3.6 (from source - i
didnt
know it was in repository) running for about 3 weeks now, no
worries. And i saw that i'd missed the upgrades provided with
v3.8, so i've attempted to install this on a virtual machine
for
deployment in a virtual environment.
the install for RT3.8.1 though seems much harder/messier.
everything went well, following from the readme in the .tar.gz
package, until i got to the Web Installation section.
Now i've been using linux now for 6months, and apache virtual
hosts do my head in. i didnt find the instructions in the
readme
particularly clear either...
so.. in my ..apache2/sites-available folder i've left the
'default' file, and added another one for the RT site called
example.com.conf (historical reasons) and dumped in the config
listed in the readme (see bottom of this post). then i
a2ensite'd
it and restarted apache
result?
error 500 when i browse to the site (using lynx on the local
machine, I've
Re: [rt-users] Can't Restart Apache2 on fresh install of Ubuntu8.04 and RT 3.8.1
just managed to fix mine. not sure i can be super helpful but post a copy of your RT_SiteConfig and the entire of -default and i'll have a look when i'm next free. On Fri, 2008-09-12 at 14:38 +0100, Chris Nelson wrote: How do I install that? On Fri, Sep 12, 2008 at 9:29 AM, Curtis Bruneau [EMAIL PROTECTED] wrote: Looks like mod_perl2 isn't installed. Curtis Chris Nelson wrote: I have been running a fresh install of RT 3.8.1 on Ubuntu 8.04. I've made it successfully to the configuring of Apache2. I added this to /etc/apache2/sites-enabled/000-default #==Begin Added by CN for RT Installation Alias /rt /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire /opt/rt3.8/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location #==End Added by CN for RT Installation And this is the error I get: Syntax error on line 51 of /etc/apache2/sites-enabled/000-default: Invalid command 'PerlRequire', perhaps misspelled or defined by a module not included in the server configuration I changed that line to point to my install (in /opt/rt3.8/) but other than that, it's right from the readme file. FWIW, perl -v produces: This is perl, v5.8.8 built for i486-linux-gnu-thread-multi Thanks! -Chris ___ 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 __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ plain text document attachment (ATT5612791.txt), ATT5612791.txt ___ 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 -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email
[rt-users] Errors on installing RT 3.8.1
Hi All, ubuntu server 7.10 apache 2.2.4 RT 3.8.1 perl v5.8.8 this is my first posting, so let me know if i've done anything against protocol. Ok, so i've had an installation of RT3.6 (from source - i didnt know it was in repository) running for about 3 weeks now, no worries. And i saw that i'd missed the upgrades provided with v3.8, so i've attempted to install this on a virtual machine for deployment in a virtual environment. the install for RT3.8.1 though seems much harder/messier. everything went well, following from the readme in the .tar.gz package, until i got to the Web Installation section. Now i've been using linux now for 6months, and apache virtual hosts do my head in. i didnt find the instructions in the readme particularly clear either... so.. in my ..apache2/sites-available folder i've left the 'default' file, and added another one for the RT site called example.com.conf (historical reasons) and dumped in the config listed in the readme (see bottom of this post). then i a2ensite'd it and restarted apache result? error 500 when i browse to the site (using lynx on the local machine, I've also set a mapping from example.com to 127.0.0.1 in /etc/hosts) now, if i comment out the bit in the virtual hosts file that says: Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location then when i go to the site with lynx, i get the RT webdir, but with the warning message saying i havent installed lib_perl/fastcgi etc so i guess i'm missing either one of the perl modules... though i'm sure i got all of them when i did the make test during the install STUFF I'VE TRIED * i've tried updating mod_perl to the latest version , but i couldnt get this to run because it was looking for something in httpd.conf instead of apache2.conf (where ubuntu puts all the conf stuff) * i've tried removing the all the info from the 'default' file from ../apache2/sites-available and replacing it with the config from the README as per this post (and removing the example.conf entry) * i've tried reinstalling HTML::Mason from CPAN so yeah.. would appreciate any help on this one.. as i'm way out of my depths.. Cheers, ps here's the config i've been using from the README file: mod_perl 2.xx - WARNING: mod_perl 1.99_xx is not supported. Add a few lines to your Apache 2.xx configuration file, so that it knows where to find RT: VirtualHost example.com ServerName supportrt.ourdomain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email _ 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
