from:"Chris"

Hi Matt, and thanks for your response.

I have tried this.  It still produces nothing.  Here is what I added to my 
RT_SiteConfig.pm:

Set($MailCommand, mbox);
Set($SendmailPath, /usr/lib/sendmail);
Set($SendmailArguments, -t);
Set($OwnerEmail, m...@workplace.com); 


I have also tried:
Set($MailCommand, sendmailpipe);
Set($MailCommand, smtp);
Set($MailCommand, sendmail);
Set($MailCommand, test);

I do a '/etc/init.d/request-tracker4 restart' after each, and even try 
rebooting.  No good.

I'm sure I'm missing something silly here... but I just don't know what it is...

Any other suggestions?

Thank you.





From: Matt Zagrabelny mzagr...@d.umn.edu
Sent: Friday, August 21, 2015 4:05 PM
To: Ditri, Chris
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No outbound email after upgrade

On Fri, Aug 21, 2015 at 2:09 PM, Ditri, Chris cdi...@experi-metal.com wrote:

 But, it was always able to send emails with no problem through exim, and I 
 can send emails from the bash command prompt with no problem as well.

From RT_Config.pm:

$MailCommand
$MailCommand defines which method RT will use to try to send mail.
We know that 'sendmailpipe' works fairly well. If 'sendmailpipe'
doesn't work well for you, try 'sendmail'. 'qmail' is also a
supported value.

For testing purposes, or to simply disable sending mail out into the
world, you can set $MailCommand to 'mbox' which logs all mail, in
mbox format, to files in /opt/rt4/var/ based in the process start
time. The 'testfile' option is similar, but the files that it
creates (under /tmp) are temporary, and removed upon process
completion; the format is also not mbox-compatable.

Perhaps try setting MailCommand to mbox or testfile.

-m

Re: [rt-users] No outbound email after upgrade

 in different 
p   rt4-fcgi- External FastCGI support for request-track
p   rt4-standalone  - Standalone web server support for request-


I thank you.







From: rt-users rt-users-boun...@lists.bestpractical.com on behalf of Ditri, 
Chris cdi...@experi-metal.com
Sent: Tuesday, August 25, 2015 12:26 PM
To: Matt Zagrabelny
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No outbound email after upgrade

HI Again,

Yes, I'm using debian.  No, I haven't put it in my RT_SiteConfig.d directory 
because I don't want to lose track of the settings.  When the config is good, I 
will move them into the appropriate file and re-execute my update 
update-rt-siteconfig-4.  I'm trying to keep the debris out of my configs.  It 
only reads RT_SiteConfig.pm, so I don't see any harm in this strategy.

I have set the logging on, thank you for that... lets hope it dumps some useful 
info!

Thanks again.






From: Matt Zagrabelny mzagr...@d.umn.edu
Sent: Tuesday, August 25, 2015 11:13 AM
To: Ditri, Chris
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No outbound email after upgrade

On Tue, Aug 25, 2015 at 10:00 AM, Ditri, Chris cdi...@experi-metal.com wrote:
 Hi Matt, and thanks for your response.

 I have tried this.  It still produces nothing.  Here is what I added to my 
 RT_SiteConfig.pm:

 Set($MailCommand, mbox);
 Set($SendmailPath, /usr/lib/sendmail);
 Set($SendmailArguments, -t);
 Set($OwnerEmail, m...@workplace.com);


 I have also tried:
 Set($MailCommand, sendmailpipe);
 Set($MailCommand, smtp);
 Set($MailCommand, sendmail);
 Set($MailCommand, test);

 I do a '/etc/init.d/request-tracker4 restart' after each, and even try 
 rebooting.  No good.

 I'm sure I'm missing something silly here... but I just don't know what it 
 is...

 Any other suggestions?

It looks like you are using Debian. Are you using the SiteConfig.d
directory and running update-rt-siteconfig before restarting apache?

Other things you could try:

Set($LogStackTraces, 'debug');
Set($LogToSTDERR, 'debug');

then check the apache error log (/var/log/apache2/error.log)  for output.

-m

Re: [rt-users] No outbound email after upgrade

HI Again,

Yes, I'm using debian.  No, I haven't put it in my RT_SiteConfig.d directory 
because I don't want to lose track of the settings.  When the config is good, I 
will move them into the appropriate file and re-execute my update 
update-rt-siteconfig-4.  I'm trying to keep the debris out of my configs.  It 
only reads RT_SiteConfig.pm, so I don't see any harm in this strategy.

I have set the logging on, thank you for that... lets hope it dumps some useful 
info!

Thanks again.






From: Matt Zagrabelny mzagr...@d.umn.edu
Sent: Tuesday, August 25, 2015 11:13 AM
To: Ditri, Chris
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No outbound email after upgrade

On Tue, Aug 25, 2015 at 10:00 AM, Ditri, Chris cdi...@experi-metal.com wrote:
 Hi Matt, and thanks for your response.

 I have tried this.  It still produces nothing.  Here is what I added to my 
 RT_SiteConfig.pm:

 Set($MailCommand, mbox);
 Set($SendmailPath, /usr/lib/sendmail);
 Set($SendmailArguments, -t);
 Set($OwnerEmail, m...@workplace.com);


 I have also tried:
 Set($MailCommand, sendmailpipe);
 Set($MailCommand, smtp);
 Set($MailCommand, sendmail);
 Set($MailCommand, test);

 I do a '/etc/init.d/request-tracker4 restart' after each, and even try 
 rebooting.  No good.

 I'm sure I'm missing something silly here... but I just don't know what it 
 is...

 Any other suggestions?

It looks like you are using Debian. Are you using the SiteConfig.d
directory and running update-rt-siteconfig before restarting apache?

Other things you could try:

Set($LogStackTraces, 'debug');
Set($LogToSTDERR, 'debug');

then check the apache error log (/var/log/apache2/error.log)  for output.

-m

Re: [rt-users] No outbound email after upgrade

Hi Matt,

There is absolutely nothing in ObjectScrips, and everything is set to NULL in 
Scrips (in the database).

Are you implying that I need to make custom scrips to send routine emails 
regarding tickets?  
Something is different then... I definitely didn't have to do that before... 
must be new between 4.0.7 and 4.2.8 (4.0.7 shipped with Wheezy, and 4.2.8 with 
Jessie).  Was it normal to lose that functionality in the upgrade?

I have never messed with Scrips before... not sure I understand them.  Is there 
a good resource on the subject?

Thank you.








From: Matt Zagrabelny mzagr...@d.umn.edu
Sent: Tuesday, August 25, 2015 12:52 PM
To: Ditri, Chris
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No outbound email after upgrade

On Tue, Aug 25, 2015 at 11:46 AM, Ditri, Chris cdi...@experi-metal.com wrote:
 Ok...

 After turning the debugging, I captured this from the log:

 [1426] [Tue Aug 25 16:41:21 2015] [debug]: Converting 'utf-8' to 'utf-8' for 
 text/html - Subjectless message 
 (/usr/share/request-tracker4/lib/RT/I18N.pm:295)
 [1426] [Tue Aug 25 16:41:21 2015] [debug]: Converting 'utf-8' to 'utf-8' for 
 text/html - Subjectless message 
 (/usr/share/request-tracker4/lib/RT/I18N.pm:295)
 [1426] [Tue Aug 25 16:41:21 2015] [debug]: About to prepare scrips for 
 transaction #8404 (/usr/share/request-tracker4/lib/RT/Transaction.pm:187)
 [1426] [Tue Aug 25 16:41:21 2015] [debug]: Found 0 scrips for 
 TransactionCreate stage with applicable type(s) Correspond for txn #8404 on 
 ticket #621 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495)
 [1426] [Tue Aug 25 16:41:21 2015] [debug]: About to commit scrips for 
 transaction #8404 (/usr/share/request-tracker4/lib/RT/Transaction.pm:210)
 [1426] [Tue Aug 25 16:41:21 2015] [debug]: Found 0 scrips for 
 TransactionBatch stage with applicable type(s) Correspond for txn #8404 on 
 ticket #621 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4484 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4486 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4488 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4490 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4492 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4495 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4497 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4499 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4504 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4506 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4508 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4510 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4512 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4514 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4516 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)
 [1426] [Tue Aug 25 16:41:22 2015] [debug]: Rendering attachment #4518 of 
 'text/html' type 
 (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)


 It says it didn't find a script for transaction batch and for transaction 
 create...  Makes me wonder if I'm missing a package?

Not a package. Check your DB or your admin web interface.

SELECT  * from objectscrips;
SELECT  * from scrips;

The objectscrips is how scrips can be selectively

Re: [rt-users] No outbound email after upgrade

2015-08-21 Thread Ditri, Chris

Hi Matt,

It never could. I never got that working, and had to get going on other 
projects.  Things were complicated because we use exchange with a smart-host 
off-site to scrub our emails for spam and viruses.  It is setup to take all the 
email for our domain. I figured I'd tackle that again at a later date... 
probably using fetchmail or something... Once I get it back to where it was, 
I'll be looking into the receiving end of email.

But, it was always able to send emails with no problem through exim, and I can 
send emails from the bash command prompt with no problem as well.

Thanks.

-Chris






From: Matt Zagrabelny mzagr...@d.umn.edu
Sent: Friday, August 21, 2015 2:54 PM
To: Ditri, Chris
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No outbound email after upgrade

On Fri, Aug 21, 2015 at 1:33 PM, Ditri, Chris cdi...@experi-metal.com wrote:
 Hello,

 I just upgraded from debian wheezy, which uses RT 4.0.7 to Jessie, which
 uses RT 4.2.8. Like a good debian user, I'm trying to stick with exim4, and
 it has always worked for my purposes in 4.0.7.

 However

 Ever since the update, RT will no longer send emails.

[...]

 Can someone point me in the right direction here?

Can your RT instance receive emails?

-m

[rt-users] No outbound email after upgrade

2015-08-21 Thread Ditri, Chris

Hello,

I just upgraded from debian wheezy, which uses RT 4.0.7 to Jessie, which uses 
RT 4.2.8. Like a good debian user, I'm trying to stick with exim4, and it has 
always worked for my purposes in 4.0.7.

However

Ever since the update, RT will no longer send emails. So, I thought that my 
debian update must have squashed my exim configs... but it didn't. From a bash 
shell, I can send email as anyone I want -- including the RT user. But RT 
itself no longer sends messages. There is nothing in any of my log files, and I 
pushed everything in RT to 'debug'. I check the exim logs, and the messages 
look like they are not even being submitted to the mail service (there is no 
record of them).

I didn't change my RT_SiteConfig.pm file at all... though I have spent several 
hours, after discovering this problem, playing with options to try to jog it 
back into sending email. Nothing works. Of course.

Can someone point me in the right direction here?

Thank you!


Here is my current config:

Set($LDAPHost, 'domaincontroller.mycompany.com');
Set($ExternalAuthPriority,  [   'My_LDAP',
]
);
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalInfoPriority,  [   'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalAuthPriority,['My_LDAP','My_Oracle','SecondaryLDAP','Other-DB']);
'type'  
=  'ldap',
'server'
=  'domaincontroller.mycompany.com',
'user'  
=  'rtu...@mycompany.com',
'pass'  
  =  'password',
'base'  
=  'ou=COMPANY USERS,dc=mycompany,dc=com',
'filter'
=  '((ObjectCategory=User)(ObjectClass=Person))',
'd_filter'  
=  '',
'tls'   
=  1,
'ssl_version'   
=  3,
'net_ldap_args' 
= [version =  3   ],
'attr_match_list'   
= ['Name',

'EmailAddress',

'RealName',

'WorkPhone',

'Address2'

],
'attr_map'  
=  {   'Name' = 'sAMAccountName',

'EmailAddress' = 'mail',

'Organization' = 'physicalDeliveryOfficeName',

'RealName' = 'cn',

'ExternalAuthId' = 'sAMAccountName',

'Gecos' = 'sAMAccountName',

'WorkPhone' = 'telephoneNumber',

'Address1' = 'streetAddress',

'City' = 'l',

'State' = 'st',

'Zip' = 'postalCode',

'Country' = 'co'

}
},
}
);
1;
my $zone = UTC;
$zone=`/bin/cat /etc/timezone`
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
Set($rtname, 'rt.mycompany.com');
Set($Organization, 'RT.mycompany.com');
Set($CorrespondAddress , 'r...@rt.mycompany.com');
Set($CommentAddress ,

[rt-users] using date calcs in reports

2015-07-05 Thread Chris Herrmann

Hi all,

I can currently export a list of tickets with most of the data I need like
this:

rt list queue = 'myqueue' and (  ( Status = 'open' or Status = 'new') OR
(  Resolved  '$startdate' ) ) -f
id,subject,status,timeworked,requestors,created,started,
lastupdated,resolved  /tmp/report.tsv

Now... what I'd like to do is calculate the difference between Created 
Started... I'm pretty sure that Date::Calc  -  Delta_DHMS will give me what
I want... but I'm not sure how to use this in the query above. Is that even
possible?

I know that there's an RT::Extension::SLA extension which I will also play
with in case it exposes some additional fields that give me the info I want
automagically... but figured I'd ask in case there is an easy way of using
this bit of perl to put the value I want into the output file in one step.

Thanks!

Chris

[rt-users] rt-crontool escalation

2015-02-22 Thread Chris Herrmann

Hi all,

I almost have rt-crontool escalation doing what I want, using the following
command:

rt-crontool --search RT::Search::FromSQL --search-arg 'Status = open or
Status = new' --action RT::Action::EscalatePriority --verbose --log info

I've used this rather than:

--search RT::Search::ActiveTicketsInQueue  --search-arg general

because you then need to pass in every single queue that you want it to
iterate over (in my case every queue).

Anyway - the escalation part is working - it's correctly increasing the
priority by the desired amounts. But... an unintended (but logical) side
effect of this is that when you look at a list of new / open tickets, the
Last Updated and Last Updated By are now of course the last time that
the escalation script was run, and the rtuser configured to run it.

The problem with this, is that it obscures what we actually want to see in
these lists - which is when did a human being last touch this ticket, and
who was it?.

So... is there either a way to modify the search results so that it shows
this, OR is there a way to modify rt-crontool so that it doesn't impact
these specific values for standard searches / ticket lists etc?

Thankyou!

Chris

Re: [rt-users] rt-crontool escalation

2015-02-22 Thread Chris Herrmann

Poor form, I know... but I think I might have found the answer:

rt-crontool --search RT::Search::FromSQL --search-arg 'Status = open or
Status = new' --action RT::Action::LinearEscalate --action-arg
UpdateLastUpdated: 0 --verbose --log info
https://www.bestpractical.com/docs/rt/latest/RT/Action/LinearEscalate.html

Now I just need to work out how to display the priority numerically in the
GUI so I can verify that it's working! BRB... :)

On 23 February 2015 at 17:13, Chris Herrmann chrisherrma...@gmail.com
wrote:

 Hi all,

 I almost have rt-crontool escalation doing what I want, using the
 following command:

 rt-crontool --search RT::Search::FromSQL --search-arg 'Status = open or
 Status = new' --action RT::Action::EscalatePriority --verbose --log info

 I've used this rather than:

 --search RT::Search::ActiveTicketsInQueue  --search-arg general

 because you then need to pass in every single queue that you want it to
 iterate over (in my case every queue).

 Anyway - the escalation part is working - it's correctly increasing the
 priority by the desired amounts. But... an unintended (but logical) side
 effect of this is that when you look at a list of new / open tickets, the
 Last Updated and Last Updated By are now of course the last time that
 the escalation script was run, and the rtuser configured to run it.

 The problem with this, is that it obscures what we actually want to see in
 these lists - which is when did a human being last touch this ticket, and
 who was it?.

 So... is there either a way to modify the search results so that it shows
 this, OR is there a way to modify rt-crontool so that it doesn't impact
 these specific values for standard searches / ticket lists etc?

 Thankyou!

 Chris

Re: [rt-users] rt-crontool escalation

2015-02-22 Thread Chris Herrmann

Hmm...

rt list -f id,priority doesn't show the priority changing (from the CLI) -
is there another way I can verify if it's actually working or if not... why
not?

[rt-users] Duplicate ticket detection at OnCreate

2015-01-19 Thread Chris Herrmann

Hi all,

we have many systems that generate emails on conditions (success, fail,
warn etc), and many of these will quite vocally notify you when something
goes wrong. So if you have 100 systems all emailing you every 5 minutes
about the same underlying problem... the queue rapidly gets out of control.

Are there any extensions / plugins / scrips etc that can be used to look
for duplicate tickets on creation? I know there's a Nagios plugin - but
these aren't Nagios tickets so you don't have a system changing state. In
this case the emails all have identical subject tags (like SUBJECT: Warning
backup failure on host(x)); occur within a short time interval but because
they're generated from a remote system none of them have an RT tag like
[myrtsystem #12345].

We currently manage it when it occurs by running the following:

rt list queue = 'myqueue' and status = 'new' and subject='My Broken
Ticket Subject' -i | rt edit - set status='deleted'

which works well (much faster than the webgui) but it would be nice if we
could simply delete them on incoming or merge them or something like that.

Thanks!

Chris

Re: [rt-users] Continued Migrations Questions

2014-12-13 Thread Chris Herrmann

Hi,

You're after a branded queue. Sorry don't have the doco to hand, but hopefully 
searching for that term will help. 

Regards,
--
Chris Herrmann
Far Edge
+612 84251400
+614 03393309
http://www.faredge.com.au

[rt-users] How to get comment text content from comment id

2014-11-27 Thread Chris Down


Hello,

I have a RT::Transaction that looks like this:

   [
  OldValue : ,
  NewValue : ,
  TimeTaken : 0,
  Creator : 1234,
  ObjectId : 2345,
  Type : Comment,
  Field : ,
  Created : 2011-11-03 18:02:56,
  id : 3456,
  Data : No Subject,
  ObjectType : RT::Ticket
   ]

I thought that the comment would be in NewValue, but it seems both 
OldValue and NewValue are blank.


How should I get the comment text? I looked through the API docs, but I 
couldn't find what I should use to do this. Any pointers in the right 
direction would be appreciated :-)


Thanks!

Chris


pgphvWUYA6s9G.pgp
Description: PGP signature

Re: [rt-users] How to get comment text content from comment id

2014-11-27 Thread Chris Down

Sorry, forgot to mention, I am running 3.8 and $transaction-content is 
unimplemented.


pgpwk77fn2g4L.pgp
Description: PGP signature

Re: [rt-users] How to get comment text content from comment id

2014-11-27 Thread Chris Down


Never mind, it should be -Content ;-)

All good now, thanks.


pgpn3NHVCHnrN.pgp
Description: PGP signature

[rt-users] Multiple Custom Fields menu items to split up custom fields

2014-11-17 Thread Chris Hall

Is there a way to make multiple menu items for custom fields, and then
split my custom fields into those separate menu items?

For example: A queue I'm working on will have around 30 custom fields. They
are topical, so they'd like to break it up into groups of about 4 or 5 with
a title on each. So in my mind instead of the red bar that says Custom
Fields on the ticket, there'd be like.. 4 or 5 of them with 4 or 5 custom
fields under each menu item when making a ticket.

Is this possible?

Re: [rt-users] Multiple Custom Fields menu items to split up custom fields

2014-11-17 Thread Chris Hall

This looks almost like what I want, but it looks like it's a global change.
I'm looking to only do this for tickets in a specified queue. Can Custom
Field Groupings do that?

On Mon, Nov 17, 2014 at 12:02 PM, Kevin Falcone falc...@bestpractical.com
wrote:

 On Mon, Nov 17, 2014 at 11:26:58AM -0500, Chris Hall wrote:
  Is there a way to make multiple menu items for custom fields, and then
 split my
  custom fields into those separate menu items?
 
  For example: A queue I'm working on will have around 30 custom fields.
 They are
  topical, so they'd like to break it up into groups of about 4 or 5 with
 a title
  on each. So in my mind instead of the red bar that says Custom Fields
 on the
  ticket, there'd be like.. 4 or 5 of them with 4 or 5 custom fields under
 each
  menu item when making a ticket.

 You've just described Custom Field Groupings, a new option in the 4.2
 series.

 http://bestpractical.com/docs/rt/latest/RT_Config.html#CustomFieldGroupings

 http://blog.bestpractical.com/2013/10/whats-new-in-42-grouping-custom-fields.html

 -kevin

[rt-users] Getting names/values for all custom fields attached to a ticket


Hello,

In the Perl API, how do I get the names/values of all custom fields 
attached to a ticket? I looked at the documentation, but I only see ways 
to check for custom fields globally, not how to get a list of all the 
custom fields that apply to a single ticket.


I am using 3.8.

Thanks!

Chris


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RT Training November 4  5 Los Angeles
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Re: [rt-users] Getting names/values for all custom fields attached to a ticket


Hi Emmanuel,

Thanks for your great reply!

Emmanuel Lacour writes:

my $CustomFields = $Ticket-CustomFields;


This works, but I don't see it documented here[0]. Is that expected?

[0]: https://www.bestpractical.com/docs/rt/3.8/RT/Ticket.html


while (my $CustomField = $CustomFields-Next) {
   print $CustomField-Name.: .$CustomField-Content.\n;
}


This only partially works as Content is not a known method.

I also tried calling the custom field name as a method on the ticket 
object, since many other fields work that way, but that didn't work (no 
such method).


I will keep on looking, and if you have any other suggestions I would be 
very eager to hear them :-)


Thank you!

Chris


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Re: [rt-users] Getting names/values for all custom fields attached to a ticket


I think I eventually found what I want[0]:

   $ticket-CustomFieldValuesAsString($custom_field_name);

However, on my version of RT this says:


RT::Ticket::CustomFieldValuesAsString Unimplemented in main. (rt-dump.pl line 
91)


Any ideas? :-)

0: 
http://bestpractical.com/docs/rt/3.8/RT/Record.html#CustomFieldValuesAsString-FIELD


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Re: [rt-users] Getting names/values for all custom fields attached to a ticket


Emmanuel Lacour writes:

$ticket-FirstCustomFieldValue($custom_field_name);


Dude, that totally works! Thanks so much for your help, I owe you one!


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[rt-users] rt-users] Continued Migrations Questions -

2014-10-22 Thread Chris Herrmann

Hi Matt,

Yes you can do this on a per queue basis. My term for this is per queue
branding - I'm not sure if there's an official term for it. A disclaimer -
there are probably better / more efficient ways of doing this; I'm not an
expert but this is how we have it working.

So in a nutshell...

- Make sure the MTA will deliver messages for the desired addresses (e.g.
mynewqu...@mynewdomain.com -- mynewqueue ). In our case we have a forward
facing MTA, so it goes:

  mynewqu...@mynewdomain.com -- mynewqueuealias@myrthost --
rt-mailgate

- Create your queue, put in the email addresses as you normally would for
your standard RT queue
- then create queue specific templates to override the system wide ones.
For example:

Template Name: Autoreply
Template Content:
Sender: mynewqu...@mynewdomain.com
Reply-To: mynewqu...@mynewdomain.com
From: My New Queue mynewqu...@mynewdomain.com
Subject: My New Queue Support Case: {$Ticket-Subject}
RT-Attach-Message: yes

{$Transaction-Content()}

This means that the queue will send out replies with these values, instead
of the system wide defaults (which would normally pick up your queue
address for correspondence). You need the queue address so that things
actually work - for example so that mailgate can drop the tickets in the
queue.

Hopefully that makes sense and I haven't made too many egregious errors...

Cheers,

Chris
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[rt-users] Admin Drop Down doesn't show for admin AD user or group.

2014-08-01 Thread SCHAFER Chris

So we have the following

Apache enable for authentication with Kerberos.
Ldap active directory importing data
A AD user and group that have been given all privs.
But They still don't have the admin menu.

So to make any changes I have to stop apache, run stand alone, and logon as 
root.

I have checked all the global privs check boxes for both the user and the group.

Neither seems to propagate the permissions.

Running latest RT.  On RHEL 6 latest.

Thoughts?  This is auth/AD setup is killing me.  This should be simpler.


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[rt-users] SSO Kerberos means I can't have logins from non Kerberos happy system?

2014-08-01 Thread SCHAFER Chris

Is it correct that if I have any users that need to type their password rather 
then pass their credentials I can't use AD/Win/Kerberos SSO?

I am looking at the two configs for apache method for admin.

I suppose I could do two front ends one for NTLM authentication and one for 
Kerberos.

Presuming I could at least get admin accounts to work.  I though the hard part 
of ticketing systems was the work flow configuration.

I think I remember RT being really great but I don't think I ever integrated 
it.  Just stand alone db.


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[rt-users] Question about generating a report

2014-07-08 Thread Chris Hall

Hello,

My rt users have hit me with a rather.. unusual request. I'm not exactly
sure how to get RT to do what they're asking.

Basically they want to generate a monthly report of times a comment was
made on tickets in a queue. This alone I'm almost able to achieve through a
mysql query. But they've thrown me a curve ball in that they also want
listed the value of a custom field. Basically what they're looking for is
something like this...

--
| Queue 1 | datetime | value of custom field |
| Queue 1 | datetime | value of custom field |
| Queue 1 | datetime | value of custom field |
| Queue 2 | datetime | value of custom field |
| Queue 3 | datetime | value of custom field |
| Queue 3 | datetime | value of custom field |
--

Could anybody give me any type of direction as to how I could get this
information from the database in the form of a mysql query?
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[rt-users] t-users] File attachments corrupted after DB migration

2014-05-17 Thread Chris Herrmann

Hi Matthias,

I would guess that it might be the max packet size in your my.ini - look for 
the setting in the [mysqldump] section, and make sure it's suitably large. If 
you have fields larger  than this value then it will truncate the field when 
exporting.  I'm not sure if there's a corresponding setting in pg that you will 
need to tweak. 

Regards,
--
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[rt-users] From Inbox to Ticket

2014-05-09 Thread Chris Herrmann

Hi, just take regular backups of your SQL server. If mail fails the sending 
party should retry. If your system is down for longer than the mail retry limit 
a) the sender will be notified by their mail server and b) presumably you will 
notice if your server is down for 5 days. 

One thing to watch out for that I have encountered previously is if the rt 
thread handling the incoming message runs out of memory and dies you will lose 
the message... But if my memory serves me right we saw this only on outbound 
correspondence (ie a ticket reply from rt to the requester), not inbound. 

Regards,
--
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Far Edge
+612 84251400
+614 03393309
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Re: [rt-users] Bad sendmail configuration

2014-04-04 Thread Chris Davies


On 25/03/14 16:24, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote:

I have just upgrade de RT from 3.6.6 to 4.0.4 I have an issue with the sendmail 
configuration. I try several tutorial but it doesn´t work for me.


Can you send ordinary emails from your server? Or are you expecting to 
use a different server to send your emails for you? You need to address 
this before adding RT into the mix.




Is the easy and best way to send users notifications?
How can I configure it?


What isn't working? What error message(s) do you get?

Chris



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Re: [rt-users] Issue Trying To Get AD Integration Working

2014-04-03 Thread Chris Davies


On 02/04/14 20:44, Jason Batchelor wrote:
I have been trying for sometime to get AD auth working correctly on my 
server. I've managed to get most of the way there I think but am 
consistently getting hung up on an error.



Set($ExternalSettings, {
'My_LDAP'   =  {
'type'  =  'ldap',
'server'=  'ldaps://example.company.org 
http://example.company.org',

'base'  =  'dc=x,dc=org',
'filter'=  '(objectClass=*)',
'd_filter'  = 
'(userAccountControl:1.2.840.113556.1.4.803:=2)',

'tls'   =  0,
'ssl_version'   =  3,
'net_ldap_args' = [ version =  3 ]
},
} );



Some questions:
- Do you have SSL configured on port tcp/636 for your AD? (It's not an 
out-of-the-box option.) We've dropped back to using mandatory TLS on 
tcp/389.
- Have you tried using something like ldapsearch to confirm that your 
connection parameters are correct?
- IME, AD requires authentication to bind to anything other than the 
base scope. Have you omitted this just for the email, or in its entirety?



The following is a configuration that works for me

'type' = 'ldap',
'server' = 'dc.example.org',
'user' = 'u...@example.org',
'pass' = 'secretpassword',
'base' = 'dc=example,dc=org',
'filter' = '(ObjectClass=User)',
'd_filter' = '(userAccountControl:1.2.840.113556.1.4.803:=2)',
'attr_match_list' = [ 'Name', 'EmailAddress', 'displayName' ],
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co',
},
# Permit domain prefix on username (EXAMPLE\user)
# 'ad_domain_prefix' = 'EXAMPLE',  # case insensitive
# 'ad_domain_required' = 'no', # { 'yes' | 'no' }
# 'ad_domain_separator' = '\\',# split here


Here are some URLs of configurations that according to my notes were 
useful at the time

- http://www.gossamer-threads.com/lists/rt/users/109309
- http://requesttracker.wikia.com/wiki/ExternalAuth
- /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
- /root/.cpan/build/RT-Authen-ExternalAuth-0.12-9Em3TJ/README

Regards,
Chris


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Re: [rt-users] Automatically Set Let this user be granted rights

2014-03-24 Thread Chris Ditri

Hi Jon,

Thank you for that. I see what this is doing... a little different than I was
thinking, but it sounds like it will work for me.

I did not see a package for debian wheezy to install this (I know I said
squeeze... my mistake!). So I installed using CPAN, though I am no perl guru
by any stretch.

I think it is because of this that I'm running into the following error. This
is what happens when I run:
/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport
--debug

Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains:
/usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib
/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/
/etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2
/usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
/usr/local/lib/site_perl .) at
/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport
line 28.
BEGIN failed--compilation aborted at
/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport
line 28.

So I try to force the path by doing:
PERL5LIB=/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/

/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport
-debug

Which doesn't work any better.

Any idea on how to fix this? Thank you.

-Chris

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[rt-users] Automatically Set Let this user be granted rights

2014-03-19 Thread Chris Ditri

Hello,

I am using RT 4.0.2, which is stable in Debian Squeeze.

I have external auth set to authenticate against AD. The problem I'm running
into is that people who are logging in with AD accounts do not have the Let
this user be granted rights box automatically checked, and therefore, they are
not getting the permissions that I have set to the everyone group.

I have set up the everyone group as per the docs so that they should be able
create tickets and to search for tickets for which they are the requestor. As
it stands right now, AD users login, and they cannot do either (can't do
anything, really).

In order to check this box, an AD user must first login. We have many end-users
working 24/7 on 5 different shifts, there is no way to coordinate this, so I
really need the system to just allow an AD user to inherit the permissions of
the everyone group upon first login.

How can this be achieved?

Thank you.

-Chris

Christopher Ditri
Manager, Information Systems
Experi-Metal Inc.
6385 Wall Street
Sterling Heights, MI 48312
Phone: (586) 977-7800
Fax: (586) 977-6981
www.experi-metal.comhttp://www.experi-metal.com/

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[rt-users] Requestor Dashboard

2014-03-18 Thread Chris Ditri

Hi,

I'm new to RT. I have it installed on a Debian Squeeze system, and it seems to
be working (I'm using 4.0.2 which is stable in Squeeze).

I have my RT setup to authenticate against AD. My plan is that all technicians
will have local accounts in RT, and all the end-users will fall-back to AD.
External Authentication seems to be working, so I think I'm well on my way in
this regard.

What I'm trying to do is set up a very simple interface for our end-users.
When they log in, I want them to be presented with a dashboard that has a two
frames: one the lets them open a ticket (which QuickCreate does), and one that
shows them a list of tickets for which they were/are the requestor (so they can
follow the progress of their open issues).

The latter is what is causing me difficulty. I'm looking for functionality
similar to My Tickets, except I want to search on requestor, not on owner.

I have been googling this for some time now (3 days), and I'm not finding any
answers. I think this is because there is so much out-dated information out
there.

Can someone please point me in the right direction here?

Thank you.

-Chris

Christopher Ditri
Manager, Information Systems
Experi-Metal Inc.
6385 Wall Street
Sterling Heights, MI 48312
Phone: (586) 977-7800
Fax: (586) 977-6981
www.experi-metal.comhttp://www.experi-metal.com/

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[rt-users] Display Owner in SelfService

2013-12-04 Thread Chris Lasater

Is it possible to have the owner displayed in the Self Service page, so
that people know who owns their ticket?
Chris

Re: [rt-users] trying to calculate time worked per transaction / ticket using SQL

2013-12-03 Thread Chris Herrmann

Hi Tom,

Thanks for your reply. A couple of reasons why I've started this way -
primarily probably familiarity. But also:

- Speed - database access is significantly faster than REST
- I can run queries against a replica of the database, thereby not
interfering with the production system
- It fits better with how we access and aggregate data from other systems
(i.e. SQL is the only common language that they all share)
- We already have several systems pulling data from RT via SQL since 2002
- My SQL skills are significantly better than my (non-existent) Perl skills
so trying to access data as data makes more sense to me - I've been stymied
before by Perl when trying to query using RTs built-in query engine for
example. I don't know but I would guess that REST will also use perl syntax
for querying?

If using REST is it possible to make use of query caches etc? I realise
that under the hood the sql engine will still have it's own indexes /
query caches / etc, but curious if REST also has any of this?

Regards,

Chris


On 3 December 2013 11:07, Tom Lahti tla...@dmsolutions.com wrote:

  Why don’t use you want to use REST?  You’re shooting yourself in the
 foot; when you upgrade RT, your queries will no longer work and will have
 to be updated.  If you use the REST interface, you can upgrade with
 impunity and not have to worry about your queries not working anymore.

  —
 Tom

  On Dec 1, 2013, at 11:18 PM, Chris Herrmann chrisherrma...@gmail.com
 wrote:

   Hi all,

  Just bumping this one - does anyone have any suggestions? Am I
 approaching this the wrong way? Using MySQL btw if that makes a difference.

  Thanks,

  Chris

 -- Forwarded message --
 From: Chris Herrmann chrisherrma...@gmail.com
 Date: 24 November 2013 22:11
 Subject: trying to calculate time worked per transaction / ticket using SQL
 To: rt-users@lists.bestpractical.com


   Hi all,

 I'm trying to put together a SQL query to present a view, that allows
 summaries of data to be performed in reporting tools. I have a feeling that
 this question has been asked before and answered, but my google-fu is
 failing me, so apologies in advance... I've only found questions about
 using RT-REST, for example (which I don't want to do).

  I'm using RT 3.8.7 (yes I know it's old and it's in the pipeline to
 upgrade but we have a bunch of other systems that are integrated with RT
 and so it's not a simple just upgrade RT project for us.

 Anyway, what I want to end up with is the following fields:

  Tickets.EffectiveID
 Queues.Name
  Tickets.Owner
  Transactions.Creator
  Transactions.TimeTaken
  Transactions.Created
  Tickets.Status
  Tickets.Started
  Tickets.Resolved
  Tickets.Created
  Transactions.Type

  So i can easily point various reports at it and work from there.

  the sql I'm using is...
 SELECT
 Tickets.EffectiveId AS TicketID,
 Queues.`Name` AS Queue,
 Tickets.`Owner` AS OwnerID,
 Transactions.Creator AS TransactionCreatorID,
 Transactions.TimeTaken AS TimeTaken,
 Transactions.Created AS TransactionCreated,
 Tickets.`Status` AS TicketStatus,
 Tickets.Started AS TicketStarted,
 Tickets.Resolved AS TicketResolved,
 Tickets.Created AS TicketCreated,
 Transactions.Type AS TransactionType
 FROM
 Tickets
 JOIN Transactions ON ((Transactions.ObjectId = Tickets.id)))
 JOIN Queues ON ((Queues.id = Tickets.Queue)

  but I'm not getting the results I expect...

  or even something far simpler like:
 SELECT
 Transactions.Creator,
 sum(Transactions.TimeTaken/60) AS TimeInHours,
 Month(Transactions.Created) AS TransactionMonth,
 Year(Transactions.Created) AS TransactionYear
 FROM
 Tickets JOIN Transactions ON Transactions.ObjectId = Tickets.id
 where Transactions.Created  2013-10-01
 group by Creator, Month(Transactions.Created), Year(Transactions.Created)

  just to try and compare the numbers... that I'm seeing with
 timeworked.pl...

  Now my problem is that the numbers I'm getting don't match those
 returned by REST - for example using the timeworked.pl script..

  Is there a definitive SQL somewhere that I should use to return
 these?... and any pointers on what transaction types I should be avoiding
 or how to avoid double counting merged transactions I would be very
 grateful...

  Thankyou!

  Chris




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[rt-users] Fwd: trying to calculate time worked per transaction / ticket using SQL

2013-12-01 Thread Chris Herrmann

Hi all,

Just bumping this one - does anyone have any suggestions? Am I approaching
this the wrong way? Using MySQL btw if that makes a difference.

Thanks,

Chris

-- Forwarded message --
From: Chris Herrmann chrisherrma...@gmail.com
Date: 24 November 2013 22:11
Subject: trying to calculate time worked per transaction / ticket using SQL
To: rt-users@lists.bestpractical.com


Hi all,

I'm trying to put together a SQL query to present a view, that allows
summaries of data to be performed in reporting tools. I have a feeling that
this question has been asked before and answered, but my google-fu is
failing me, so apologies in advance... I've only found questions about
using RT-REST, for example (which I don't want to do).

I'm using RT 3.8.7 (yes I know it's old and it's in the pipeline to upgrade
but we have a bunch of other systems that are integrated with RT and so
it's not a simple just upgrade RT project for us.

Anyway, what I want to end up with is the following fields:

Tickets.EffectiveID
Queues.Name
Tickets.Owner
Transactions.Creator
Transactions.TimeTaken
Transactions.Created
Tickets.Status
Tickets.Started
Tickets.Resolved
Tickets.Created
Transactions.Type

So i can easily point various reports at it and work from there.

the sql I'm using is...
SELECT
Tickets.EffectiveId AS TicketID,
Queues.`Name` AS Queue,
Tickets.`Owner` AS OwnerID,
Transactions.Creator AS TransactionCreatorID,
Transactions.TimeTaken AS TimeTaken,
Transactions.Created AS TransactionCreated,
Tickets.`Status` AS TicketStatus,
Tickets.Started AS TicketStarted,
Tickets.Resolved AS TicketResolved,
Tickets.Created AS TicketCreated,
Transactions.Type AS TransactionType
FROM
Tickets
JOIN Transactions ON ((Transactions.ObjectId = Tickets.id)))
JOIN Queues ON ((Queues.id = Tickets.Queue)

but I'm not getting the results I expect...

or even something far simpler like:
SELECT
Transactions.Creator,
sum(Transactions.TimeTaken/60) AS TimeInHours,
Month(Transactions.Created) AS TransactionMonth,
Year(Transactions.Created) AS TransactionYear
FROM
Tickets JOIN Transactions ON Transactions.ObjectId = Tickets.id
where Transactions.Created  2013-10-01
group by Creator, Month(Transactions.Created), Year(Transactions.Created)

just to try and compare the numbers... that I'm seeing with timeworked.pl...

Now my problem is that the numbers I'm getting don't match those returned
by REST - for example using the timeworked.pl script..

Is there a definitive SQL somewhere that I should use to return these?...
and any pointers on what transaction types I should be avoiding or how to
avoid double counting merged transactions I would be very grateful...

Thankyou!

Chris

[rt-users] AD domains with RT::Authen::ExternalAuth

2013-11-29 Thread Chris Davies

At the moment using RT::Authen::ExternAuth for LDAP authentication to 
Active Directory it's not possible to use DOMAIN\user syntax. This is at 
odds with much of the other (Windows based) infrastructure we use, and 
it confuses our users. Until recently we've been trying to mitigate the 
issue with a message that reminds people to omit the domain part, but 
it's not a clean solution and has been bugging me.


I've finally got around to making some changes to 
RT::Authen::ExternalAuth that allows me to define the Windows domain. 
This isn't a true Forest/Trust model but it's sufficient for us. The 
change is, I believe, backwards compatible with existing installations 
as the domain can be an optional component.


Examples:
DOMAIN\user - succeeds if DOMAIN is required and matches, and 
user is authenticated in LDAP
user - succeeds if DOMAIN is optional, and user is authenticated 
in LDAP

OTHERDOMAIN\user - fails if DOMAIN is required but does not match
DOMAIN\otheruser - fails if DOMAIN matches, but otheruser is not 
authenticated in LDAP


In order to support this I've added three new configuration elements in 
RT_Site_Config.pm, settable per LDAP configuration section:

'ad_domain_prefix' = 'DOMAIN',# is case insensitive
'ad_domain_required' = 'no',# { 'yes' | 'no' }
'ad_domain_separator' = '\\',# split domain\user with this 
character



Are the patches something that would be useful to share here? I've tried 
emailing the contact in the RT::Authen::ExternalAuth but heard nothing back.


Chris



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Re: [rt-users] Upgrading from 4.0.8 to 4.2.1 missing dashboards

2013-11-29 Thread Chris Black

Anyone have any suggestions on this? I've tried restoring my database and
running the make upgrade-database again but the same thing happens. It
seems like my user loses all permissions, etc?

I even tried enabling the root user and it's the same thing, just a list of
open tickets, no options, etc.

Thanks,
Chris Black
IT Manager
Gourmet Trading
HelpDesk: 310-216-1234
chr...@gourmettrading.net


On Thu, Nov 28, 2013 at 11:48 AM, Chris Black chr...@gourmettrading.netwrote:

 Hi everyone,

 I just upgraded from 4.0.8 to 4.2.1 this morning and when I log in with my
 username which was full admin. When I log in now, I am only seeing my list
 of open tickets. I can't find any dashboard options, admin options, etc.

 I did run make upgrade-database and there were no errors.

 Did I miss part of the upgrade process?

[rt-users] Error while running make fixdeps on plack

Hi all,

I am trying to build a new server with RT and am having some problems
getting make fixdeps to run completely.


It seems like it's failing on PLACK:

arning: Prerequisite 'Plack = 0.992' for 'KAZUHO/Starlet-0.21.tar.gz'
failed when processing 'MIYAGAWA/Plack-1.0030.tar.gz' with 'writemakefile
= NO '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 512'.
Continuing, but chances to succeed are limited.
make[1]: Entering directory `/root/.cpan/build/Starlet-0.21-q_ryrV'
cp lib/Starlet/Server.pm blib/lib/Starlet/Server.pm
cp lib/Starlet.pm blib/lib/Starlet.pm
cp lib/Plack/Handler/Starlet.pm blib/lib/Plack/Handler/Starlet.pm
Manifying blib/man3/Starlet.3pm
make[1]: Leaving directory `/root/.cpan/build/Starlet-0.21-q_ryrV'
  KAZUHO/Starlet-0.21.tar.gz
  /usr/bin/make -- OK
Warning (usually harmless): 'YAML' not installed, will not store persistent
state
Running make test
make[1]: Entering directory `/root/.cpan/build/Starlet-0.21-q_ryrV'
PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -MTest::Harness
-e undef *Test::Harness::Switches; test_harness(0, 'inc', 'blib/lib',
'blib/arch') t/*.t
t/00base.t . 1/? Use of uninitialized value $plackup in
exec at t/00base.t line 34.
start_server (pid:2164) starting now...
starting new worker 2165
Can't exec : No such file or directory at
/usr/local/share/perl5/Server/Starter.pm line 358.
failed to exec No such file or directory
new worker 2165 seems to have failed to start, exit status:65280
starting new worker 2166


Can anyone help out with this?

Thanks.

Re: [rt-users] Error while running make fixdeps on plack



 You've shown the error for Starlet, which depends on Plack.  Please show
 the output of 'cpan install Plack'

  - Alex


 Here's the output from that command.

Plack-1.0030/benchmarks/fcgi.pl
CPAN: File::Temp loaded ok (v0.2304)

  CPAN.pm: Going to build M/MI/MIYAGAWA/Plack-1.0030.tar.gz

Can't locate File/ShareDir/Install.pm in @INC (@INC contains:
/usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
/usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
Makefile.PL line 9.
BEGIN failed--compilation aborted at Makefile.PL line 9.
Warning: No success on command[/usr/bin/perl Makefile.PL INSTALLDIRS=site]
Warning (usually harmless): 'YAML' not installed, will not store persistent
state
  MIYAGAWA/Plack-1.0030.tar.gz
  /usr/bin/perl Makefile.PL INSTALLDIRS=site -- NOT OK
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install
Could not read '/root/.cpan/build/Plack-1.0030-RDn9Lg/META.yml'. Falling
back to other methods to determine prerequisites
Failed during this command:
 MIYAGAWA/Plack-1.0030.tar.gz : writemakefile NO
'/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 512

Re: [rt-users] Error while running make fixdeps on plack

On Thu, Nov 28, 2013 at 9:52 AM, Alex Vandiver ale...@bestpractical.comwrote:

 On Thu, 2013-11-28 at 09:30 -0800, Chris Black wrote:
CPAN.pm: Going to build M/MI/MIYAGAWA/Plack-1.0030.tar.gz
 
 
  Can't locate File/ShareDir/Install.pm in @INC

 Apparently your version of CPAN.pm is too old to understand
 configure_requires.  What does `cpan -v` report?

 You can work around this by running 'cpan install
 File::ShareDir::Install' before running 'make fixdeps'
  - Alex


 Hi thanks!

[root@localhost rt-4.2.1]# cpan -v
/usr/bin/cpan script version 1.9, CPAN.pm version 1.9402

Running that install manually helped, but now I am having problems with the
GPG missing dependencies:
GnuPG::Interface ...MISSING

Running that manually is giving me this:
Failed 20/20 test programs. 0/0 subtests failed.
make: *** [test_dynamic] Error 2
  ALEXMV/GnuPG-Interface-0.46.tar.gz
  /usr/bin/make test -- NOT OK
//hint// to see the cpan-testers results for installing this module, try:
  reports ALEXMV/GnuPG-Interface-0.46.tar.gz
Warning (usually harmless): 'YAML' not installed, will not store persistent
state
Running make install
  make test had returned bad status, won't install without force
Could not read '/root/.cpan/build/Mouse-2.1.0-m4Tq8q/META.yml'. Falling
back to other methods to determine prerequisites
Failed during this command:
 GFUJI/Mouse-2.1.0.tar.gz : writemakefile NO
'/usr/bin/perl Build.PL --installdirs site' returned status 65280
 SARTAK/Any-Moose-0.21.tar.gz : make_test NO
 ALEXMV/GnuPG-Interface-0.46.tar.gz   : make_test NO

Re: [rt-users] Error while running make fixdeps on plack

On Nov 28, 2013, at 10:08 AM, Alex Vandiver ale...@bestpractical.com wrote:

 On Thu, 2013-11-28 at 09:59 -0800, Chris Black wrote:
 
 [root@localhost rt-4.2.1]# cpan -v
 /usr/bin/cpan script version 1.9, CPAN.pm version 1.9402
 
 You may wish to update CPAN: 'cpan install CPAN' 
 Or install and use cpanm:
  cpan install App::cpanminus
  RT_FIX_DEPS_CMD=cpanm make fixdeps
 
 
 Failed during this command:
 GFUJI/Mouse-2.1.0.tar.gz : writemakefile NO
 '/usr/bin/perl Build.PL --installdirs site' returned status 65280
 SARTAK/Any-Moose-0.21.tar.gz : make_test NO
 ALEXMV/GnuPG-Interface-0.46.tar.gz   : make_test NO
 
 Mouse is the dependency that failed to install.  Show the logs from
 attempting to install that.
 - Alex
 
 

Doing the CPAN upgrade fixed it! Thanks! :)

[rt-users] Upgrading from 4.0.8 to 4.2.1 missing dashboards

Hi everyone,

I just upgraded from 4.0.8 to 4.2.1 this morning and when I log in with my
username which was full admin. When I log in now, I am only seeing my list
of open tickets. I can't find any dashboard options, admin options, etc.

I did run make upgrade-database and there were no errors.

Did I miss part of the upgrade process?

[rt-users] trying to calculate time worked per transaction / ticket using SQL

2013-11-24 Thread Chris Herrmann

Hi all,

I'm trying to put together a SQL query to present a view, that allows
summaries of data to be performed in reporting tools. I have a feeling that
this question has been asked before and answered, but my google-fu is
failing me, so apologies in advance... I've only found questions about
using RT-REST, for example (which I don't want to do).

I'm using RT 3.8.7 (yes I know it's old and it's in the pipeline to upgrade
but we have a bunch of other systems that are integrated with RT and so
it's not a simple just upgrade RT project for us.

Anyway, what I want to end up with is the following fields:

Tickets.EffectiveID
Queues.Name
Tickets.Owner
Transactions.Creator
Transactions.TimeTaken
Transactions.Created
Tickets.Status
Tickets.Started
Tickets.Resolved
Tickets.Created
Transactions.Type

So i can easily point various reports at it and work from there.

the sql I'm using is...
SELECT
Tickets.EffectiveId AS TicketID,
Queues.`Name` AS Queue,
Tickets.`Owner` AS OwnerID,
Transactions.Creator AS TransactionCreatorID,
Transactions.TimeTaken AS TimeTaken,
Transactions.Created AS TransactionCreated,
Tickets.`Status` AS TicketStatus,
Tickets.Started AS TicketStarted,
Tickets.Resolved AS TicketResolved,
Tickets.Created AS TicketCreated,
Transactions.Type AS TransactionType
FROM
Tickets
JOIN Transactions ON ((Transactions.ObjectId = Tickets.id)))
JOIN Queues ON ((Queues.id = Tickets.Queue)

but I'm not getting the results I expect...

or even something far simpler like:
SELECT
Transactions.Creator,
sum(Transactions.TimeTaken/60) AS TimeInHours,
Month(Transactions.Created) AS TransactionMonth,
Year(Transactions.Created) AS TransactionYear
FROM
Tickets JOIN Transactions ON Transactions.ObjectId = Tickets.id
where Transactions.Created  2013-10-01
group by Creator, Month(Transactions.Created), Year(Transactions.Created)

just to try and compare the numbers... that I'm seeing with timeworked.pl...

Now my problem is that the numbers I'm getting don't match those returned
by REST - for example using the timeworked.pl script..

Is there a definitive SQL somewhere that I should use to return these?...
and any pointers on what transaction types I should be avoiding or how to
avoid double counting merged transactions I would be very grateful...

Thankyou!

Chris

Re: [rt-users] RT 4.2 and ownership of tickets after comments

2013-11-06 Thread Chris Hall

I'm officially stumped.  This apparently is an issue that doesn't effect
everybody, but the people it does I can't pin down why.  I did a separate
RT installation on another server and verified that my scrip works.  This
wasn't a problem before 4.2, so it must be some sort of fail safe I'm
guessing.  So here's what I've noticed..

The logs show a scrip firing twice that emails the owner when the owner
changes.
In the history it shows RT forcefully changing the owner.
The next thing that happens is the new owner gives the ticket to the old
owner.
Some people in some queues are not affected.

I've double, triple checked permissions on people and groups.  I've re-read
through all my scrips and nothing except my scrip is changing ownership.
 No queues have any special scrips, they are all global.  I'm at a complete
loss what could be causing this anomaly.  Is there somewhere I can go or
something I can turn on that will enable like a debug mode so I can see
what's happening on a step by step basis when something happens like a
comment?


On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver ale...@bestpractical.comwrote:

 On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
  Still haven't found anything.  What's odd is that it's not a problem
  w/ the scrip.  The scrip still works.  RT force changes the owner to
  whoever made the comment.  It even shows up in the history.  But it's
  like the very next thing that happens is the new owner gives the
  ownership back to the original owner.  I can't seem to figure out why.

 Look at your logs; I suspect you have a second scrip which is firing to
 give it back.
  - Alex

Re: [rt-users] RT 4.2 and ownership of tickets after comments

2013-11-06 Thread Chris Hall

To better illustrate what I'm seeing, here's a screen cap.
http://i.imgur.com/FTlLGYO.jpg
On the top is what I see when I tried to comment on a ticket.
On the bottom is a clip from the history, where you can see one person
commenting, RT changing ownership to them, and then they immediately return
ownership.

I have a theory as to what might be happening.  Could it be possible that
the scrips are processed before the changes?  If so, perhaps my scrip is
changing ownership of the ticket, and then RT sees on the right in the
Ticket and Transaction section a different owner than the ticket now has,
and the user changes it?

This is all I can really find in the log as far as anything useful.  Below
you can see that scrip 2 fires off when my scrip forcefully changes
ownership.  It then immediately fires off again because the user has given
ownership back to the original owner.

I've noticed that if I revoke the ModifyTicket permission the RT scrip will
change the owner to them, and then they are aunable to change the owner
back.  The result at the top is a message saying the comment was added,
followed by a line that reads Permission Denied.  As far as I can tell,
this achieves the desired effect.  However, a lot of people aren't happy
about doing it this way.

I just tried removing all scrips from the queue except my scrip that
changes owner, and the result was the same.  So it's not a problem w/
another scrip that's running.  Below is a log snippet.

Nov  6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1974.57417-...@xxx.com #57417/999085 - Scrip 8
On Comment Notify AdminCcs as Comment
Nov  6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1974.57417-...@xxx.com sent  Bcc: x...@xxx.com,
x...@xxx.com
Nov  6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-497.57417-...@xxx.com #57417/999085 - Scrip 9
On Comment Notify Other Recipients as Comment
Nov  6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-497.57417-...@xxx.com No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613] Auto assign ticket #57417 to user #230355
Nov  6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-436.57417-...@xxx.com #57417/999087 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-436.57417-...@xxx.com No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1566.57417-...@xxx.com #57417/999089 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-1566.57417-...@xxx.com sent  To: x...@xxx.com
Nov  6 09:56:39 rt RT: [30613] Use of uninitialized value in concatenation
(.) or string at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1793.
Nov  6 09:56:39 rt RT: [30613] More than 50 possible Owners found for Queue
41; switching to autocompleter


On Wed, Nov 6, 2013 at 10:54 AM, Asif Iqbal vad...@gmail.com wrote:




 On Wed, Nov 6, 2013 at 10:04 AM, Chris Hall hir...@gmail.com wrote:

 I'm officially stumped.  This apparently is an issue that doesn't effect
 everybody, but the people it does I can't pin down why.  I did a separate
 RT installation on another server and verified that my scrip works.  This
 wasn't a problem before 4.2, so it must be some sort of fail safe I'm
 guessing.  So here's what I've noticed..

 The logs show a scrip firing twice that emails the owner when the owner
 changes.
 In the history it shows RT forcefully changing the owner.
 The next thing that happens is the new owner gives the ticket to the
 old owner.
 Some people in some queues are not affected.

 I've double, triple checked permissions on people and groups.  I've
 re-read through all my scrips and nothing except my scrip is changing
 ownership.  No queues have any special scrips, they are all global.  I'm at
 a complete loss what could be causing this anomaly.  Is there somewhere I
 can go or something I can turn on that will enable like a debug mode so I
 can see what's happening on a step by step basis when something happens
 like a comment?



 Some log related to one of this event would help, even if you have to
 sanitize it first.
 But make sure you provide complete logs, so no scrip action gets skipped
 while you are
 pasting it here.





 On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver 
 ale...@bestpractical.comwrote:

 On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
  Still haven't found anything.  What's odd is that it's not a problem
  w/ the scrip.  The scrip still works.  RT force changes the owner to
  whoever made the comment.  It even shows up in the history.  But it's
  like the very next thing that happens is the new owner gives the
  ownership back to the original owner.  I can't seem to figure out why.

 Look at your logs; I suspect you have a second scrip which is firing to
 give it back.
  - Alex






 --
 Asif Iqbal
 PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
 A: Because it messes up the order in which people normally read text.
 Q: Why is top-posting such a bad thing?

Re: [rt-users] RT 4.2 and ownership of tickets after comments

2013-11-06 Thread Chris Hall

Fixed

It was as I suspected. (I think)  The scrips were running and changing the
owner of the ticket, and then RT was applying everything to the ticket
update, including the Ticket and Transaction section afterwards.  Since
this section holds a field marked Owner and is defaultly populated by the
old owner, RT was reading that value and using it to re-set the owner after
the scrip had ran.

I'm not a programmer, so my fix is quick and dirty.  But this is what I
did.  I removed the following code from Update.html

{   name = 'Owner',
comp = '/Elements/SelectOwner',
args = {
Name = Owner,
TicketObj= $TicketObj,
QueueObj = $TicketObj-QueueObj,
DefaultLabel = loc([_1] (Unchanged),
$m-scomp('/Elements/ShowUser', User = $TicketObj-OwnerObj)),
Default  = $ARGS{'Owner'}
}
},

This removed the owner field from the comment page.  My users never change
the owner here anyways.

I know changing this file in this way means in the future upgrades will
probably overwrite my changes, but for now everybody is happy and I just
have to be aware that this fix is needed if it's ever overwritten by an
upgrade.


On Wed, Nov 6, 2013 at 2:02 PM, Asif Iqbal vad...@gmail.com wrote:


 On Wed, Nov 6, 2013 at 12:20 PM, Chris Hall hir...@gmail.com wrote:

 Nov  6 09:56:39 rt RT: [30613]
 rt-4.2.0-30613-1383749799-436.57417-...@xxx.com #57417/999087 - Scrip
 2 On Owner Change Notify Owner
 Nov  6 09:56:39 rt RT: [30613]
 rt-4.2.0-30613-1383749799-436.57417-...@xxx.com No recipients found.
 Not sending.
 Nov  6 09:56:39 rt RT: [30613]
 rt-4.2.0-30613-1383749799-1566.57417-...@xxx.com #57417/999089 - Scrip
 2 On Owner Change Notify Owner
 Nov  6 09:56:39 rt RT: [30613]
 rt-4.2.0-30613-1383749799-1566.57417-...@xxx.com sent  To: x...@xxx.com



 This log does not really show the event when RT forcibly changed the
 owner. You might need to provide a fresh complete log for a new event.

 Also, do you might have any scrip in Scrips which apply to all queues
 and Current Scrips section? A snapshot of /Admin/Queues/Scrips.html?id=XX
 where XX is the ``id'' of the queue might show that.

 Please include all when you reply.


 --
 Asif Iqbal
 PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
 A: Because it messes up the order in which people normally read text.
 Q: Why is top-posting such a bad thing?

[rt-users] Question about 4.2 and setting the owner

Hello all,

I have somewhat of an aesthetics question about RT 4.2.  Back in 4.0, when
my helpdesk people went to create a ticket, etc, they would sometimes need
to change the owner in the basics field.  In 4.0 it was a dropdown.  In
4.2, it's now a typed auto-completing field. Is there a way to revert to
the dropdown easily?

[rt-users] RT 4.2 and ownership of tickets after comments

I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.  Before
my upgrade I'd made a global script that would have the user attempt to
take ownership of a ticket after commenting on it.  This is still working
after the upgrade.  However, now it is immediately given back to the
previous owner for some reason.  History reads like this:


# The RT System itself - Owner forcibly changed from
Uhttp://rt.imctv.com/User/Summary.html?id=108
serA to UserB
# U http://rt.imctv.com/User/Summary.html?id=36196serB - Given to UserA

Any ideas what might be causing this and how to stop it?

Re: [rt-users] Question about 4.2 and setting the owner

That's the answer Alex.  I found it a few minutes after I'd emailed the
mailing list.  There's ~60 users.  Thanks for the reply.


On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver ale...@bestpractical.comwrote:

 On Tue, 2013-11-05 at 11:35 -0500, Parish, Brent wrote:
  Add this line into RT_SiteConfig.pm:
 
  Set($AutocompleteOwners, 0);

 RT 4.2 did not change this default; if $AutocompleteOwners was not set
 in your 4.0 installation, it will not be set in your 4.2 upgrade.

 You are likely running into a performance optimization in RT 4.2;
 namely, configurations with large numbers of possible Owners (generally
 due to configuration errors) can cause extremely long load times on
 Update pages.  RT 4.2 switches to the autocompleter when it finds more
 than 50 possible owners, rather than attempting to render a very large
 drop-down.  This is irrespective of the value of $AutocompleteOwners.

 How many potential owners exist in this queue?
  - Alex

Re: [rt-users] RT 4.2 and ownership of tickets after comments

This is my scrip that sets the owner to themselves after a comment.  Like I
said though it's working fine.  However, something else seems to be kicking
off now afterwards that is giving the ticket back to the previous owner.


Condition: On Create
Action: User Defined
Template: Blank

Custom Condition: BLANK

Custom action preparation code:
  return 1;

Custom action commit code:
  # get actor ID
  my $Actor = $self-TransactionObj-Creator;

  # if actor is RT_SystemUser then get out of here
  return 1 if $Actor == $RT::SystemUser-id;

  # get out unless ticket owner is nobody
  return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;

  # ok, try to change owner
  $RT::Logger-info(Auto assign ticket #. $self-TicketObj-id . to user
#.$Actor );
  my ($status, $msg) = $self-TicketObj-SetOwner( $Actor );
  unless( $status ) {
$RT::Logger-error( Impossible to assign the ticket to $Actor: $msg );
return undef;
  }
  return 1;



On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver ale...@bestpractical.comwrote:

 On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
  I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
   Before my upgrade I'd made a global script that would have the user
  attempt to take ownership of a ticket after commenting on it.  This is
  still working after the upgrade.  However, now it is immediately given
  back to the previous owner for some reason.  History reads like this:
 
 
 
 
  # The RT System itself - Owner forcibly changed from UserA to UserB
  # UserB - Given to UserA
 
 
  Any ideas what might be causing this and how to stop it?

 You will need to provide the scrip before we will be able to hazard any
 guesses.
  - Alex

Re: [rt-users] RT 4.2 and ownership of tickets after comments

My mistake, the custom action commit code is this:

# get actor ID
my $Actor = $self-TransactionObj-Creator;

# ok, try to change owner
$RT::Logger-info(Auto assign ticket #. $self-TicketObj-id . to user
#.$Actor );
my ($status, $msg) = $self-TicketObj-SetOwner( $Actor,'Force' );
unless( $status ) {
  $RT::Logger-error( Impossible to assign the ticket to $Actor: $msg );
  return undef;
}
return 1;


On Tue, Nov 5, 2013 at 12:10 PM, Chris Hall hir...@gmail.com wrote:

 This is my scrip that sets the owner to themselves after a comment.  Like
 I said though it's working fine.  However, something else seems to be
 kicking off now afterwards that is giving the ticket back to the previous
 owner.


 Condition: On Create
 Action: User Defined
 Template: Blank

 Custom Condition: BLANK

 Custom action preparation code:
   return 1;

 Custom action commit code:
   # get actor ID
   my $Actor = $self-TransactionObj-Creator;

   # if actor is RT_SystemUser then get out of here
   return 1 if $Actor == $RT::SystemUser-id;

   # get out unless ticket owner is nobody
   return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;

   # ok, try to change owner
   $RT::Logger-info(Auto assign ticket #. $self-TicketObj-id . to
 user #.$Actor );
   my ($status, $msg) = $self-TicketObj-SetOwner( $Actor );
   unless( $status ) {
 $RT::Logger-error( Impossible to assign the ticket to $Actor: $msg
 );
 return undef;
   }
   return 1;



 On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver 
 ale...@bestpractical.comwrote:

 On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
  I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
   Before my upgrade I'd made a global script that would have the user
  attempt to take ownership of a ticket after commenting on it.  This is
  still working after the upgrade.  However, now it is immediately given
  back to the previous owner for some reason.  History reads like this:
 
 
 
 
  # The RT System itself - Owner forcibly changed from UserA to UserB
  # UserB - Given to UserA
 
 
  Any ideas what might be causing this and how to stop it?

 You will need to provide the scrip before we will be able to hazard any
 guesses.
  - Alex

Re: [rt-users] RT 4.2 and ownership of tickets after comments