Re: [rt-users] Condition scrip
I'm curious what you mean by 'when I create the ticket the requestor will be me..' If you create the ticket through the WebUI and you have any privileges, you should be able to manually type in a requestor. Otherwise, when you create a ticket through email, and you have CommandByEmail installed, you should just set the first line of your email to 'Requestor: emailaddress' and it will set the requestor before any scrips even get to look at it. If this is the only reason you don't want an AutoReply being sent, this will make it go to the customer.. a comforting email to get IMO. I might understand what you're trying to do here. You'd like to start a conversation with a customer through RT and converse with them while having everything logged in history (which happens by default when you create a ticket and 'Reply' or correspond with them) Then, at some time in the conversation you'd like to send them an email with an attached file that you create specifically for them. There are ways of doing this, but to start I'll give you a few things to think about. Will you be using RT in a normal way at any point in the future (customer emails RT, gets an autoreply, staff gets notification, maybe emails back and forth a couple of times with the customer, fixes problem and resolves the ticket) Or do you plan using this one workflow as you just described, for ever? You'll need to get into Queue based scrips, Queue based templates, and possibly the RT-Attach-Message special template header. You'll want to simplify the correspondence template add the employees username to the top so the customer will know who they are talking to. If you'd like the RealName of the staff member to show up, it will require more effort. The replyto and from email address from these emails cannot be changed from your RT email, as you need all of the email correspondence to go through RT and be logged into that specific ticket in the subject of the email. Another thing to think about, is whether or not 'RT-Attach-Message: yes' will do what you need it to do. I've found that this special header will only attach files that are in the most recent transaction. Like if someone just created a ticket by email, and they attached a file to that initial email, the template to notify staff that a new ticket has been created can include that special header. In this case, it would simply attach initial attached file to the outgoing email to the staff. If that template is used for something else completely later (like a status change or something basic) it won't attach anything. I'm using 3.8.1 and wanted something similar what you're looking for. I wanted a specific template to include EVERY attachment from the ticket to the outgoing email.I had to modify maybe three files to get this working, allowing a new special header 'RT-Attach-All: yes' to do this. http://wiki.bestpractical.com/view/Template According to the wiki, it should do this but I was unable to make it work as I needed. If you find that in the end you'll need to do this mod, I'll help you. My concern is that you may not be up to speed enough on RT basics to apply this mod without breaking your installation. Elias From: Stefan Le Jeune [EMAIL PROTECTED] Sent: Sunday, October 26, 2008 11:55 PM To: Eli Altman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Condition scrip Hi Eli, On Fri, Oct 24, 2008 at 5:26 PM, Eli Altman [EMAIL PROTECTED] wrote: Stefan, RT may already be configured to do what you need right out of the box. I'd suggest learning more about Scrips and Templates when you have time. How much experience do you have with RT? I've been using it for 6 months. I've managed to switch off scrips, create new ones and new templates. So not a total newbie but I haven't mastered the condition scripting. Maybe I did not explain my case too well. I want to initiate an email between my company and a customer and I want to track that conversation. So when I create the ticket the requestor will be me so I don't want to get the default on create email back to me. Then I want to go to the ticket and change the requestor from me to the person I want to email. Then I want to attach a document that is specific for that customer but the text in the body of the email will be the same for all customers. Something along the lines of Please find attached an excel document with queries relating to your claim. (etc,etc). To save me (the company) having to create the email body text each time I was hoping that I could automate it somehow. My thought was to use a condition that would check if the status is going from New to Open and then send the template. You said: Scrip Condition: On Open Action: Notify Requestor Template: create your own Stage: TransactionCreate I don't have an On Open condition in the condition drop down (In RT 3.6.7). But this could help me out
Re: [rt-users] Condition scrip
Stefan, RT may already be configured to do what you need right out of the box. I'd suggest learning more about Scrips and Templates when you have time. How much experience do you have with RT? I want to initiate a ticket and send a standard email out with an attachment that will be different each time. Please explain further with an attachment that will be different each time. When a ticket is created, by default RT will send an email to the requestor using the 'Default Autoresponse template' This basically says something like, Thank you for submitting a ticket. But you can customize it to say anything you'd like. My thinking was as follows: Users creates new ticket in queue with a subject. Selects ticket and changes the requester to the person who will get the email. This should happen by default if the scrip action includes Notify Requestor (which it does for the standard AutoReply scrip) The ticket creator is usually the Requestor, unless that is overridden by a privileged user when the ticket is created through the WebUI or overridden using the CommandByEmail plugin. Selects a reply on the ticket and attaches the document. Does the reply document need to be an actual attachment, or can it just be a canned response in the body of the email? Reason I'm asking, you can customize 'templates' to display whatever message you'd like in the RT emails. As earlier, the default email templates in RT are pretty good. I believe most of us use them with only a few modifications. Actually attaching a specific file to those emails may be more challenging, but not out of the question. Now, instead of typing out the same email body every time or copying and pasting from an old one, I would like to use the scrips and templates to do that. I would think I need to put a condition to only send the template when the status is changing from New to Open. Scrip Condition: On Open Action: Notify Requestor Template: create your own Stage: TransactionCreate As there could be further correspondence later I don't want the standard template to go out after the initial email. If you are saying you don't want the standard AutoReply going out when someone creates a ticket, you can simply disable that one Scrip by changing 'Stage' to 'Disabled' on the scrip responsible for the AutoReply. To sum up, you can create as many custom scrips and templates as you'd like, to be triggered by anything.. status changing to something specific, based on content of the subject, the content of the ticket itself, specific requestors, etc. Elias ___ 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] outside email
What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: What message/error are you getting, exactly? Have you set the CreateTicket and ReplyToTicket for Everyone? Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of jacharbonneau Sent: Thursday, October 23, 2008 11:03 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] outside email Wondering how to have anyone send an email to a certain mailbox in our company's email that is associated with a queue in fetchmail. I have created the queue and the mailbox and email address but i can only send from email accounts that i have put into users on rt. is there a way so that anyone can send an email to the mailbox with out getting denied and without having to manually put the person's out side email address in rt and associate it with a queue. -- ___ 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] Custom Field updates Status Field?
Mark, with some custom modding I suppose it would be possible to have the Status display differently depending on a user or ticket customfield. You would also need a custom field for the ticket or user to hold the department. In my installation, we use an LDAP for all of our users, so this information is pulled automatically and placed in a CF called 'Department' for the ticket. You would need to add one additional Active status in your RT_SiteConfig called 'working' Set(@ActiveStatus, qw(new open working stalled)); You would then have to mod your share/html/Elements/SelectStatus to check what the department is in the customfield and display either the actual status names in the drop-down or your replacements. I imagine you'd also need to mod /share/html/Ticket/Elements/ShowBasics so it displays the alternate labels correctly in the ticket. You'll need some perl experience to do this cleanly. Unless you like this sort of challenge, you'd be better off telling Bob in the Art Department to just imagine he's seeing Accepted Task, WIP, Completed instead of New, Open, Working and Resolved. Worst case, just add the additional Active Status into your SiteConfig and restart apache to see the change. Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mark Grob Sent: Friday, October 24, 2008 6:42 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Custom Field updates Status Field? Any recommendations on a good start for using Custom field values to update the status field? Example: Bob in Art Department wants the GUI to have (Accepted Task, WIP, Project Completed) however, licensing want the statuses to remain the same. So I need the ability to change the status filed based on a simple combo box with the other values. I am sure it is a scrip solution but I would like to know how to link the two. -Mark ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] outside email
What version of RT again? There may be better options for AD authentication out there. Has this server been running for a while, is it filled with tickets yet? Has this installation of RT ever dealt with tickets created via email before? New issue or existing? -Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 8:47 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email Just received this info from the person who built the server the source code hasn't been changed It was build from freebsd ports it's setup for ad auth via apache heimdal module -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 11:33 AM To: Joe Charbonneau; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: What message/error are you getting, exactly? Have you set the CreateTicket and ReplyToTicket for Everyone? Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of jacharbonneau Sent: Thursday, October 23, 2008 11:03 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] outside email Wondering how to have anyone send an email to a certain mailbox in our company's email that is associated with a queue in fetchmail. I have created the queue and the mailbox and email address but i can only send from email accounts that i have put into users on rt. is there a way so that anyone can send an email to the mailbox with out getting denied and without having to manually put the person's out side email address in rt and associate it with a queue. -- ___ 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] outside email
Try a separate install of 3.8.1 into a different location using a different db name, get ExternalAuth running on it using AD, then copy the entire DB from the old installation and run the update script to get it compatible to 3.8.1. Make sure everything looks good on the new test install, then just point the web server to the new install. Are you familiar with VirtualHosts in apache? I have two separate installs of RT on the same box, using different install locations and different dbs in MySql. One is production and one is a dev box for testing updates/mods. IMO you should set this up instead of trying to upgrade/patch the current production RT. Cleaner and safer this way. Elias -Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 10:12 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email The installation unfortunately is not new its about 9700 tickets old. I will have to mull over the other options with my higher ups to see what they think. Thanks for your help. -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 1:08 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Also is this a new installation, like is it filled with tickets? I would almost recommend installing the newest version as a clean install, add the Authen-ExternalAuth plugin and get that up and running. If that's not an option, upgrading is possible and I suppose you could attempt and install of the plugin into your installation. It just might get messy. -Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 10:06 AM To: Eli Altman Subject: RE: [rt-users] outside email Sorry about that I don't think it auto creates users from ad as I have to actually go to the web UI to create the user with there domain account. So everything after that I do not think happens. -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:48 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Nope. Please answer my previous questions as best you can if you'd like me to help further. -Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 9:47 AM To: Eli Altman Subject: RE: [rt-users] outside email Would there be anykind of canceling out if I have everyone and unprivilidged set to create and reply -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:37 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Also, do you currently have RT setup to automatically create the user and pull their information from AD on ticket create or login to WebUI? Normally on login to the WebUI, with the Authen-ExternalAuth plugin (possible better alternative to apache heimdal module) it would first check the LDAP (or AD in your case) to see if a user exists and password is correct. If it does exists, it creates the user in the local RT users and will pull any of their information you'd like. Otherwise it would fall back to the local RT users to check if it exists and if the password is correct. Authen-ExternalAuth will also be triggered if RT receives an email. It will first check the email address against the LDAP (or AD) to check whether the user exists, if not it will check against the local RT users, if that doesn't work it will simply create a more-or-less blank user with no password but their email address as their user. This user will be non-privileged and will also not be able to login to the WebUI. For this to work all you'd need to do is set the CreateTicket and ReplyToTicket rights to the Unprivileged group and it should work just fine. -Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 9:21 AM To: Eli Altman Subject: RE: [rt-users] outside email OH no this was never working something we are trying to implement sorry about that. -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:20 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email By new issue I meant was it working just fine, now it isn't? -Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 9:05 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email 3.6.3 this is a new issue we are trying to get customers to send us trouble tickets -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:02 PM To: Joe Charbonneau; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT again? There may be better options for AD authentication out there. Has this server been running for a while, is it filled with tickets yet? Has this installation of RT
Re: [rt-users] rt 3.8.1: Graphical charts are not available. error
AFAIK GraphViz is only used to show relationship charts for dependencies, linked tickets, etc. Instead GD is used for displaying charts based on ticket search results (GD::Graph) Am I wrong? I assume Graphs based on ticket search results was working before the upgrade. Try adding this to your RT_SiteConfig: Set($DisableGD, 0); or Set($DisableGD, undef); If that doesn't work after an apache restart, there are other things to try. Also if someone out there knows, does --enable-gd during RT configure simply set the DisableGD value in RT_Config to undef or 1? Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Janet Houser Sent: Friday, October 24, 2008 10:20 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi folks, I hope this is the right list to submit my quesstion. Sorry in advance if it isn't. I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) the output of ticket searches I get the error Graphical charts are not available. I looked in the archives and saw the following Re: Hierarchy View in 3.8 by Helmuth Ramirez. Following this thread I did the following: - installed graphviz from http://www.graphviz.org/ using yum install 'graphviz*' I got the error: yum install graphviz-php.i386 -- missing dependency graphviz = 2.16-1.el5 is needed by package graphviz-php So I then - - downloaded the source from http://www.graphviz.org/ and installed it. - yum install webdot and did a perl -MCPAN -e 'install GraphViz' - ran the command dot -c in an xterm. rebooted the system and still no luck. I see the following in the apache2.access log file but nothing looks like a glaring reason why it won't graph: xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] GET /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASCQuery=Queue+%3D+%27Problems%27Rows=50OrderBy=id%7C%7C%7CFormat=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27ChartStyle=barPrimaryGroupBy=Status HTTP/1.1 200 13787 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] GET /NoAuth/css/web2/main-squished.css HTTP/1.1 200 21842 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/css/print.css HTTP/1.1 200 443 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/util.js HTTP/1.1 200 6190 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/titlebox-state.js HTTP/1.1 200 928 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/ahah.js HTTP/1.1 200 1032 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/prototype/prototype.js HTTP/1.1 200 124137 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls HTTP/1.1 200 2655 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/effects.js HTTP/1.1 200 38986 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/controls.js HTTP/1.1 200 34927 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/RichText/fckeditor.js HTTP/1.1 200 8983 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/webrtfm.css HTTP/1.1 200 513 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/css/calendar.css HTTP/1.1 200 746 There doesn't seem like there needs to be an entry for this in the RT_SiteConfig.pm file in order to get this to work but I could be missing the bleeding obvious. All suggestions welcome! thanks. janet ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt 3.8.1: Graphical charts are not available. error
It appears '--enable-gd' or '--with-gd' in configure simply turns on the testing for whether GD is installed and working, if so it will either set DisableGD to 1 or undef depending on the test. Janet, I'm betting DisableGD set to undef is what will make the magic happen. -Original Message- From: Eli Altman Sent: Friday, October 24, 2008 10:51 AM To: 'Janet Houser'; RT-Users@lists.bestpractical.com Subject: RE: [rt-users] rt 3.8.1: Graphical charts are not available. error AFAIK GraphViz is only used to show relationship charts for dependencies, linked tickets, etc. Instead GD is used for displaying charts based on ticket search results (GD::Graph) Am I wrong? I assume Graphs based on ticket search results was working before the upgrade. Try adding this to your RT_SiteConfig: Set($DisableGD, 0); or Set($DisableGD, undef); If that doesn't work after an apache restart, there are other things to try. Also if someone out there knows, does --enable-gd during RT configure simply set the DisableGD value in RT_Config to undef or 1? Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Janet Houser Sent: Friday, October 24, 2008 10:20 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi folks, I hope this is the right list to submit my quesstion. Sorry in advance if it isn't. I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) the output of ticket searches I get the error Graphical charts are not available. I looked in the archives and saw the following Re: Hierarchy View in 3.8 by Helmuth Ramirez. Following this thread I did the following: - installed graphviz from http://www.graphviz.org/ using yum install 'graphviz*' I got the error: yum install graphviz-php.i386 -- missing dependency graphviz = 2.16-1.el5 is needed by package graphviz-php So I then - - downloaded the source from http://www.graphviz.org/ and installed it. - yum install webdot and did a perl -MCPAN -e 'install GraphViz' - ran the command dot -c in an xterm. rebooted the system and still no luck. I see the following in the apache2.access log file but nothing looks like a glaring reason why it won't graph: xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] GET /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASCQuery=Queue+%3D+%27Problems%27Rows=50OrderBy=id%7C%7C%7CFormat=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27ChartStyle=barPrimaryGroupBy=Status HTTP/1.1 200 13787 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] GET /NoAuth/css/web2/main-squished.css HTTP/1.1 200 21842 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/css/print.css HTTP/1.1 200 443 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/util.js HTTP/1.1 200 6190 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/titlebox-state.js HTTP/1.1 200 928 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/ahah.js HTTP/1.1 200 1032 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/prototype/prototype.js HTTP/1.1 200 124137 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls HTTP/1.1 200 2655 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/effects.js HTTP/1.1 200 38986 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/controls.js HTTP/1.1 200 34927 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/RichText/fckeditor.js HTTP/1.1 200 8983 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/webrtfm.css HTTP/1.1 200 513 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/css/calendar.css HTTP/1.1 200 746 There doesn't seem like there needs to be an entry for this in the RT_SiteConfig.pm file in order to get this to work but I could be missing the bleeding obvious. All suggestions welcome! thanks. janet ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http
Re: [rt-users] rt 3.8.1: Graphical charts are not available. error
Janet, if after the SiteConfig mod you get You've enabled GD, but we couldn't load the module: xxx then you need to reinstall GD::Graph as Drew suggested. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Drew Barnes Sent: Friday, October 24, 2008 10:59 AM To: Janet Houser Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error I would try reinstalling GD::Graph from CPAN (forcing if necessary). Perhaps the RT upgrade was coincidental to a redhat perl rpm upgrade? Janet Houser wrote: Hi folks, I hope this is the right list to submit my quesstion. Sorry in advance if it isn't. I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) the output of ticket searches I get the error Graphical charts are not available. I looked in the archives and saw the following Re: Hierarchy View in 3.8 by Helmuth Ramirez. Following this thread I did the following: - installed graphviz from http://www.graphviz.org/ using yum install 'graphviz*' I got the error: yum install graphviz-php.i386 -- missing dependency graphviz = 2.16-1.el5 is needed by package graphviz-php So I then - - downloaded the source from http://www.graphviz.org/ and installed it. - yum install webdot and did a perl -MCPAN -e 'install GraphViz' - ran the command dot -c in an xterm. rebooted the system and still no luck. I see the following in the apache2.access log file but nothing looks like a glaring reason why it won't graph: xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] GET /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASCQuery=Queue+%3D+%27Problems%27Rows=50OrderBy=id%7C%7C%7CFormat=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27ChartStyle=barPrimaryGroupBy=Status HTTP/1.1 200 13787 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] GET /NoAuth/css/web2/main-squished.css HTTP/1.1 200 21842 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/css/print.css HTTP/1.1 200 443 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/util.js HTTP/1.1 200 6190 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/titlebox-state.js HTTP/1.1 200 928 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/ahah.js HTTP/1.1 200 1032 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/prototype/prototype.js HTTP/1.1 200 124137 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls HTTP/1.1 200 2655 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/effects.js HTTP/1.1 200 38986 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/controls.js HTTP/1.1 200 34927 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/RichText/fckeditor.js HTTP/1.1 200 8983 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/webrtfm.css HTTP/1.1 200 513 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/css/calendar.css HTTP/1.1 200 746 There doesn't seem like there needs to be an entry for this in the RT_SiteConfig.pm file in order to get this to work but I could be missing the bleeding obvious. All suggestions welcome! thanks. janet ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at
Re: [rt-users] rt 3.8.1: Graphical charts are not available. error
It won't hurt anything to set the DisableGD to undef anywhere in the SiteConfig (except the last line).. it can only help. Give it a shot, restart apache and tell me how it goes. -Original Message- From: Janet Houser [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 11:27 AM To: Eli Altman Cc: Drew Barnes; RT-Users@lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi Eli, Thanks. I didn't modify my new SiteConfig file for graphing. Did I miss something? In my previous verion (3.6.5) I didn't have to add anything special for bar and pie graphs to work, so I assumed I didn't need any new graphing mods in my 3.8.1 Site config file. j Janet, if after the SiteConfig mod you get You've enabled GD, but we couldn't load the module: xxx then you need to reinstall GD::Graph as Drew suggested. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Drew Barnes Sent: Friday, October 24, 2008 10:59 AM To: Janet Houser Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error I would try reinstalling GD::Graph from CPAN (forcing if necessary). Perhaps the RT upgrade was coincidental to a redhat perl rpm upgrade? Janet Houser wrote: Hi folks, I hope this is the right list to submit my quesstion. Sorry in advance if it isn't. I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) the output of ticket searches I get the error Graphical charts are not available. I looked in the archives and saw the following Re: Hierarchy View in 3.8 by Helmuth Ramirez. Following this thread I did the following: - installed graphviz from http://www.graphviz.org/ using yum install 'graphviz*' I got the error: yum install graphviz-php.i386 -- missing dependency graphviz = 2.16-1.el5 is needed by package graphviz-php So I then - - downloaded the source from http://www.graphviz.org/ and installed it. - yum install webdot and did a perl -MCPAN -e 'install GraphViz' - ran the command dot -c in an xterm. rebooted the system and still no luck. I see the following in the apache2.access log file but nothing looks like a glaring reason why it won't graph: xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] GET /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASCQuery=Queue+%3D+%27Problems%27Rows=50OrderBy=id%7C%7C%7CFormat=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27ChartStyle=barPrimaryGroupBy=Status HTTP/1.1 200 13787 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] GET /NoAuth/css/web2/main-squished.css HTTP/1.1 200 21842 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/css/print.css HTTP/1.1 200 443 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/util.js HTTP/1.1 200 6190 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/titlebox-state.js HTTP/1.1 200 928 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/ahah.js HTTP/1.1 200 1032 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:02 -0400] GET /NoAuth/js/prototype/prototype.js HTTP/1.1 200 124137 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/scriptaculous.js?load=effects,controls HTTP/1.1 200 2655 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/effects.js HTTP/1.1 200 38986 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:03 -0400] GET /NoAuth/js/scriptaculous/controls.js HTTP/1.1 200 34927 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/RichText/fckeditor.js HTTP/1.1 200 8983 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/webrtfm.css HTTP/1.1 200 513 xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:04 -0400] GET /NoAuth/css/calendar.css HTTP/1.1 200 746 There doesn't seem like there needs to be an entry for this in the RT_SiteConfig.pm file in order to get this to work but I could be missing the bleeding obvious. All suggestions welcome! thanks. janet ___ 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 -- Drew
Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at
Please explain in detail what problem you are experiencing. Are you having
problems installing RT and running it for the first time? Can you not access
RT at all through a browser?
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kobus Bensch
Sent: Friday, October 24, 2008 12:38 PM
To: RT Users
Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at
Hi
Please can someone help.
Fresh install of os and rt and i get this error which ends of with the ticket
email sent but no ticket created and my RT is currently not working. I have
downloaded all the email archives and found other people with the same error
but no real solution.
Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45.
Thanks for any help
Kobus
There is a lot more to this log entry, I just could not include it all here.
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 825
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)',
'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at /opt/rt3/bin/webmux.pl
line 148
eval {...} called at /opt/rt3/bin/webmux.pl line 148
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)')
called at -e line 0
eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272)
[Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67.
(/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67)
[Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71.
(/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71)
___
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Re: [rt-users] rt 3.8.1: Graphical charts are not available. error
A solution for the lists, have a good weekend Janet. -Original Message- From: Janet Houser [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 2:10 PM To: Eli Altman Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi Eli, On a hunch, I downloaded: 2007-04-25 ftp://ftp.int.ru/.1/FreeBSD/distfiles/GDGraph-1.44.tar.gz and installed it rather than going through CPAN. it worked! I get my charts. Very strange. There were no errors from teh CPAN install of GDGraph but it looks like something didn't work right. Thank you so much for your time and help. Have a really great weekend! Cheers, janet Janet Houser wrote: Hi, Yes. I get a table with choosing eith bar or pie for my chart I get only: Query: Queue = 'Problems' Status Tickets -- in black bold high 0 low0 medium 0 new 5 open 8 resolved16 stalled0 urgent0 Total 29 So it is doing the calculation. In rt 3.6.5, the pie or bar chart would get displayed above this output. very strange. Do you know of any log files that might have helpful output. I've checked int rt3/var/logs and there isn't anything useful. thanks for any help. j Eli Altman wrote: What does happen? Does it show the results in tables, just not the actual generated graphic for the graphs? -Original Message- From: Janet Houser [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:35 PM To: Eli Altman Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi Eli, I put an entry Set($DisableGD, undef); and restarted httpd. The good news is that the error went away. The bad is that it still doesn't plot. That's weird. j Eli Altman wrote: It won't hurt anything to set the DisableGD to undef anywhere in the SiteConfig (except the last line).. it can only help. Give it a shot, restart apache and tell me how it goes. -Original Message- From: Janet Houser [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 11:27 AM To: Eli Altman Cc: Drew Barnes; RT-Users@lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error Hi Eli, Thanks. I didn't modify my new SiteConfig file for graphing. Did I miss something? In my previous verion (3.6.5) I didn't have to add anything special for bar and pie graphs to work, so I assumed I didn't need any new graphing mods in my 3.8.1 Site config file. j Janet, if after the SiteConfig mod you get You've enabled GD, but we couldn't load the module: xxx then you need to reinstall GD::Graph as Drew suggested. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Drew Barnes Sent: Friday, October 24, 2008 10:59 AM To: Janet Houser Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] rt 3.8.1: Graphical charts are not available. error I would try reinstalling GD::Graph from CPAN (forcing if necessary). Perhaps the RT upgrade was coincidental to a redhat perl rpm upgrade? Janet Houser wrote: Hi folks, I hope this is the right list to submit my quesstion. Sorry in advance if it isn't. I upgraded to rt 3.8.1 last month and when I try to plot (bar or pie) the output of ticket searches I get the error Graphical charts are not available. I looked in the archives and saw the following Re: Hierarchy View in 3.8 by Helmuth Ramirez. Following this thread I did the following: - installed graphviz from http://www.graphviz.org/ using yum install 'graphviz*' I got the error: yum install graphviz-php.i386 -- missing dependency graphviz = 2.16-1.el5 is needed by package graphviz-php So I then - - downloaded the source from http://www.graphviz.org/ and installed it. - yum install webdot and did a perl -MCPAN -e 'install GraphViz' - ran the command dot -c in an xterm. rebooted the system and still no luck. I see the following in the apache2.access log file but nothing looks like a glaring reason why it won't graph: xxx.xxx.xxx.xxx - - [23/Oct/2008:13:22:01 -0400] GET /Search/Chart.html?Order=ASC%7CASC%7CASC%7CASCQuery=Queue+%3D+%27Problems%27Rows=50OrderBy=id%7C%7C%7CFormat=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0D%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0D%0A%27__Status__%27%2C%0D%0A%27__QueueName__%27%2C%0D%0A%27__OwnerName__%27%2C%0D%0A%27__Priority__%27%2C%0D%0A%27__NEWLINE__%27%2C%0D%0A%27%27%2C%0D%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0D%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E
Re: [rt-users] How to determine your RT version
It should be displaying itself at the bottom of each page. If not, I found $VERSION being set in rt3/lib/RT.pm. Elias From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Michael Caraballo Sent: Thursday, October 23, 2008 1:05 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] How to determine your RT version Does anyone know how I may determine what version of RT one has installed? I did this a while back and I want to upgrade yet I have don't know what version I currently have installed. --Mike Caraballo -- The contents of this message may be privileged and confidential. Therefore, if this message has been received in error, please delete it without reading it. All contents of the message, including any attachments, are the copyright property of the sender. This message cannot in any way bind McGarry Bowen, L.L.C. to any contract or other obligation. ___ 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] outside email
What message/error are you getting, exactly? Have you set the CreateTicket and ReplyToTicket for Everyone? Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of jacharbonneau Sent: Thursday, October 23, 2008 11:03 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] outside email Wondering how to have anyone send an email to a certain mailbox in our company's email that is associated with a queue in fetchmail. I have created the queue and the mailbox and email address but i can only send from email accounts that i have put into users on rt. is there a way so that anyone can send an email to the mailbox with out getting denied and without having to manually put the person's out side email address in rt and associate it with a queue. -- View this message in context: http://www.nabble.com/outside-email-tp19923396p19923396.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] How to update email address on RT Wiki?
got it ') I was almost hoping I misunderstood you.. though that question is asked from time to time. -Original Message- From: Ian Goodacre [mailto:[EMAIL PROTECTED] Sent: Thursday, October 23, 2008 5:01 PM To: Eli Altman Subject: Re: [rt-users] How to update email address on RT Wiki? Hi Elias, Thanks for responding. I need to clarify that I am referring to the RT Wiki run by Best Practical (http://wiki.bestpractical.com/), not an RT instance that I am running. So I don't know how they keep user details and don't have administrative access. I just want to update their records with my new email address. Regards, Ian Eli Altman wrote: If you are not using LDAP or any other database for authentication, Configuration-Users-Find all users whose 'UserId' matches 'youruser' Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ian Goodacre Sent: Thursday, October 23, 2008 1:53 PM To: [EMAIL PROTECTED] Subject: [rt-users] How to update email address on RT Wiki? My email address has changed but I can't find where to update my user account information on the RT Wiki. Can anyone point me in the right direction?? Thanks, Ian Goodacre ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ldap Authentication setup question
This sounds like you need the User_Vendor patch.. I know it's been known to
work with earlier versions of the ExternalAuth, but is it still needed for the
newest version?
http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25
I imagine Mike will be back with words of advice, but may as well make a backup
and give this a shot.
Elias
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Michael Mollard
Sent: Wednesday, October 22, 2008 4:10 PM
To: [EMAIL PROTECTED]; RT Users
Subject: Re: [rt-users] Ldap Authentication setup question
Thanks for the assistance.
I have downloaded and installed the latest version of
RT-Authen-ExternalAuth-0.06_02, with RT 3.8.1(latest)
I seem to have gotten a step further, but still have some issues.
When I try and authenticate with an ldap account, my browser reports:
Can't call method Disabled on an undefined value at
/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../local/lib/RT/User_Vendor.pm line 351,
line 273.
and my ./var/log/rt.log says:
[Thu Oct 23 00:11:07 2008] [warning]: Transaction-Create couldn't, as you
didn't specify an object type and id
(/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/Record.pm:1439)
[Thu Oct 23 00:11:07 2008] [error]: Couldn't get principal for not loaded
object (/srv/www/vhosts/rt.mbc.qld.edu.au/bin/../lib/RT/User_Overlay.pm:1113)
It seems to be connectiong to my ldap, (which was more than it was doing) but
fails soon after. Am I missing something?
Here is my RT_Siteconfig.pm
Set( $rtname, 'mbc.qld.edu.au');
Set($LogToSyslog, 'debug');
Set($LogToScreen, 'debug');
Set($LogToFile , 'debug');
Set($LogDir, 'var/log');
Set($LogToFileNamed , rt.log);#log to rt.log
#Set(@Plugins,(qw(Extension::QuickDelete)));
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, [ 'My_LDAP' ] );
Set($ExternalInfoPriority, [ 'My_LDAP' ] );
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, { 'My_LDAP' = {
'type'
= 'ldap',
'auth'
= 1,
'info'
= 1,
'server'
= 'ldap.mbc.qld.edu.au',
#'user'
= 'ldaphelpdesk',
#'pass'
= 'rt_ldap_password',
'base'
= 'ou=lab,o=mbc',
'filter'
= '(objectClass=inetOrgPerson)',
#'d_filter'
= '(FILTER_STRING)',
'tls'
= 0,
'net_ldap_args'
= [version = 3 ],
'group'
= 'cn=GRP_Staff,ou=lab,o=mbc',
'group_attr'
= 'groupMembership',
'attr_match_list'
= ['Name',
'EmailAddress',
#'RealName',
#'WorkPhone',
#'Address2'
],
'attr_map'
= { 'Name' = 'cn',
'EmailAddress' = 'mail',
'Organization' = 'l',
'RealName' = 'cn',
#'ExternalAuthId' = 'sAMAccountName',
#'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
Re: [rt-users] RT-Extension-CommandByMail
I know if you are sending RT mail and expect CommandByMail to pick up commands, you need a blank line between the actual email header and your commands. I would check the headers in the ticket history to see if that's what's up. Have you tried sending via an email client instead of command line? Elias From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Monti gmail Sent: Tuesday, October 21, 2008 2:13 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT-Extension-CommandByMail Guys, any one familiar with this extension? I have RT 3.8.1 and installed RT-Extension-CommandByMail-0. 06 according to the manual with the required configuration. when I test it there is no error, the ticket is open and discards the fields I used as described RT-Extension-CommandByMail manual... I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue --action correspond --url http://myrtserverhttp://myrtserver/ from: [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] Subject: one more DependsOn: 62 Owner: monti some text goes here ^D but the ticket is created without the DependsOn and Owner fields. how do I debug this? On Mon, Oct 20, 2008 at 11:42 AM, Monti gmail [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: Thanks, that helped. I don't have this error no more, but still I can't get RT-Extension-CommandByMail-0.06 to work. I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.06 according to the manual with the required configuration. when I test it there is no error, the ticket is open and discrds the fields I used as described RT-Extension-CommandByMail manual... I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue --action correspond --url http://myrtserver from: [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] Subject: one more DependsOn: 62 Owner: monti some text goes here ^D but the ticket is created without the DependsOn and Owner fields. how do I debug this? On Sun, Oct 19, 2008 at 8:37 PM, Joop van de Wege [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: Monti gmail wrote: Hi, I am trying to install RT-Extension-CommandByMail Extention and it does not work well. When I restart the webserver I get this error: Sun Oct 19 20:23:25 2008]* [error] Can't locate RT/Extension/CommandByMail.pm in @INC (@INC contains:* /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line 595.\nCompilation failed in require at (eval 2) line 1.\n Any ideas? Yes, install rt-3.8.1 because it has a fix for the plugin paths which are broken in 3.8.0.http://3.8.0. See also the release notes for 3.8.1 which contain more info on other important things fixed in that version. Greetings, Joop ___ 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::Authen::ExternalAuth debugging
Rich, grant CreateTicket ReplyToTicket, ShowTicket to Unprivileged group. Have
you successfully setup the mailgate to accept emails? IMHO I think the best
setup is creating an rt user on the RT box, use fetchmail to retrieve the mail
from another server on a cron and set the mta to the rt-mailgate within
.fetchmailrc directly. This way, if the RT box itself goes down you'll have a
normal email account to check for incoming requests. Otherwise, if the
mailgate or a mail server on the RT box is malfunctioning, it could bounce the
mail back to the user.
Once that's setup correctly, the user will be autocreated the first time they
send an email to RT. They will also show up as the Requestor for the ticket.
The owner of the ticket can be set any number of ways, but by default it is
owned by Nobody. This way the ticket shows up in the 'top 10 unowned tickets.'
Elias
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Rich West
Sent: Thursday, October 16, 2008 2:38 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth debugging
Spoke with a few of the folks on the #rt irc channel off of irc.perl.org
and managed to get this working. Hooray. I do have one question,
though.. if a ticket is submitted via email, how will it get associated
to the proper user? or: How can I make sure that user with the account
testuser in Active Directory / LDAP can send email in to RT using
their [EMAIL PROTECTED] email address, and it would be associated
properly to testuser?
The simple piece was that was missing from my setup was the fact that I
needed to activate the plugin (duh) via the following in RT_SiteConfig.pm:
Set(@Plugins, qw(RT::Authen::ExternalAuth));
Additionally, I had to copy:
local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth
to:
local/html/Callbacks/ExternalAuth/autohandler/Auth
Then patch that file (local/html/Callbacks/ExternalAuth/autohandler/Auth):
--- lib/RT/User_Vendor.pm (revision 40675)
+++ lib/RT/User_Vendor.pm (revision 40676)
@@ -348,7 +348,7 @@
return (undef);
}
-if ( $self-PrincipalObj-Disabled ) {
+if ( $self-PrincipalObj $self-PrincipalObj-Disabled ) {
$RT::Logger-info(Disabled user . $self-Name .
tried to log in );
return (undef);
Once I did that and restarted the web server, AD and local
authentication started working. Hooray. :)
-Rich
Alan Cheng wrote:
Rich,
(1) You should see something similar in your RT log if it is indeed
trying to authenticate against your AD.
[Thu Oct 16 00:25:12 2008] [info]: RT::User::IsExternalPassword
External Auth OK
( MY_LDAP ): alan
(/usr/local/rt381/bin/../local/lib/RT/User_Vendor.pm:281)
[Thu Oct 16 00:25:12 2008] [debug]: RT::User::IsPassword External auth
SUCCEEDED
(/usr/local/rt381/bin/../local/lib/RT/User_Vendor.pm:360)
(2) Backup your RT_SiteConfig.pm and reduce the match_list to
something like this and test again:
# The list of RT attributes that uniquely identify a user
'attr_match_list' = ['Name',
'EmailAddress',
],
It took me some efforts to get LDAP authentication against SUN
Directory Server 6.3 to work so keep trying! :)
http://www.gossamer-threads.com/lists/rt/users/79313?search_string=TLS;#79313
Good Luck!
Alan
Rich West wrote:
Thanks for the debug link and the quick help! I wasn't sure what
value to put in there, but, alas, the Wiki to the rescue. :)
Those links were the ones that I followed. It just doesn't seem to
even attempt an AD auth (testuser exists in AD):
[Wed Oct 15 22:42:06 2008] [error]: FAILED LOGIN for testuser from
10.100.10.6
(/var/www/html/help.ourdomain.local/share/html/autohandler:265)
I have this bizarre feeling like I am missing just one important
piece of the puzzle...
-Rich
Eli Altman wrote:
Andrew, if you’d like to get ExternalAuth working there are scores
of people who have set it up successfully.. so don’t give up. I
have 3.8.1 with AuthenExternalAuth LDAP working just fine. It also
autocreates users in the RT db as needed. Rich, here is the link
for the logging debug setup:
http://wiki.bestpractical.com/view/Debug
Here is the instruction lineup, read them all carefully.
http://wiki.bestpractical.com/view/ExternalAuth - Read the
“Post-Install” section
http://www.gossamer-threads.com/lists/rt/users/77286
http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%
http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25
If you go to the #rt irc channel I’d be happy to help solve
ExternalAuth issues.
Elias (whitman on #rt)
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover
Re: [rt-users] RT::Authen::ExternalAuth debugging
Andrew, if you'd like to get ExternalAuth working there are scores of people
who have set it up successfully.. so don't give up. I have 3.8.1 with
AuthenExternalAuth LDAP working just fine. It also autocreates users in the RT
db as needed. Rich, here is the link for the logging debug setup:
http://wiki.bestpractical.com/view/Debug
Here is the instruction lineup, read them all carefully.
http://wiki.bestpractical.com/view/ExternalAuth - Read the Post-Install
section
http://www.gossamer-threads.com/lists/rt/users/77286
http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25
If you go to the #rt irc channel I'd be happy to help solve ExternalAuth issues.
Elias (whitman on #rt)
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andrew Konkol
Sent: Wednesday, October 15, 2008 2:33 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth debugging
I too was going down this path. What ended up working for me is creating local
accounts on rt first, then ldap authentication worked.
The other problem I ran into is the give permissions for everyone to create
ticket error when this plugin was activated. Double checked all permissions,
and ensured that everyone could create a ticket for the given queue and had no
luck.
For now I've rolled back the use of the plugin and I am just using local
accounts :(
-a
On Wed, Oct 15, 2008 at 4:17 PM, Rich West [EMAIL PROTECTED]mailto:[EMAIL
PROTECTED] wrote:
I'm going down the route of integrating a new RT 3.8.1 install in to a
Windows 2003 Active Directory environment, and after going through the
wiki web of information, I found that the proper method is now
RT::Authen::ExternalAuth. That was, unfortunately, after I tried
several other methods. :(
Anyhow, I saw a couple of postings on the list (specifically:
http://lists.bestpractical.com/pipermail/rt-users/2008-July/052959.html),
and managed to get things configured, but not functioning. :(
I am able to successfully ldapsearch :
ldapsearch -LLL -x -D CN=Administrator,OU=IT
Department,OU=Users,DC=ourdomain,DC=local -w ourpasswd -h
ad.ourdomain.local (objectClass=Person) -b dc=ourdomain,dc=local
And I tried a couple of different variants for searching with command
line success: (objectClass=*), (sAMAccountName=user)
However, I cannot seem to get it to work for RT. I'm getting Your
username or password is incorrect after only a few seconds of
processing. Probably the thing preventing me from debugging this
further is.. well.. I'm not sure how to turn up the volume on the
debugging. The most I am seeing in the logs is the login failure.
Any ideas?
Thanks!
-Rich
RT_SiteConfig.pm contains:
# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority, [ 'My_LDAP'
]
);
# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled.
# Once user info is found, no more services are checked.
Set($ExternalInfoPriority, [
'My_LDAP'
]
);
# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means use Net::SSLeay;
Set($ExternalServiceUsesSSLorTLS,0);
# 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($AutoCreateNonExternalUsers,1);
# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g.
#
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
#
Set($ExternalSettings, {
# AN EXAMPLE LDAP SERVICE
'My_LDAP' = { ## GENERIC SECTION
# The type of service (db/ldap/cookie)
'type' = 'ldap',
# Should the service be used for authentication?
'auth' = 1,
# Should the service be used for information?
'info' = 1,
# The server hosting the service
'server'= 'ad.ourdomain.local',
## SERVICE-SPECIFIC SECTION
# If you can bind to your LDAP server anonymously you
should
# remove the user and pass config lines, otherwise
specify them here:
#
# The username RT should use to connect to the LDAP server
Re: [rt-users] can't quickly create ticket
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]); This is what you need to set in your RT_SiteConfig. Remove whatever you don't want to show up for new users. For existing users, I believe when the user is created these prefs are stored under the individual user preferences. In this case, the change in SiteConfig won't affect them. There is a way to propagate the changes throughout all users but it is a hack that uses SQL alter. I'm not sure what the URL is on RT wiki, but basically you'd create a new user, setup all of the user preferences (including homepage components) and then grab the user prefs value of that user to overwrite all other user prefs in the DB. Anyone know of that link? I think it was a Jesse post on the wiki. Elias -Original Message- From: Marco Avvisano [mailto:[EMAIL PROTECTED] Sent: Friday, October 10, 2008 1:22 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: Re: [rt-users] can't quickly create ticket It sounds like you have some *required* Ticket custom fields that aren't available to fill in via the Quick Ticket Creation. If those fields weren't set as required, it would work fine. Otherwise, you'll need to mod the QuickCreate Element with the appropriate input field. It will require some HTML knowledge. Yes it's correct .. i have required ticket custom fields .. to solve it, i think to disable quick creation for specific users, but seems not work. I try to modify , from root, the user profile, chnaging body or summary views, but all remain the same. Marco Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Marco Avvisano Sent: Monday, October 06, 2008 2:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] can't quickly create ticket I use 3.8.1, when i try to create quickly ticket, also from root, i get this error message: can't quickly create ticket in queue DBA because some cfs need to be set, please go to normal ticket creation page to do that. any suggestions, Marco ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] can't quickly create ticket
tomaw on #rt found the link: http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Eli Altman Sent: Friday, October 10, 2008 12:18 PM To: Marco Avvisano; rt-users@lists.bestpractical.com Subject: Re: [rt-users] can't quickly create ticket Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]); This is what you need to set in your RT_SiteConfig. Remove whatever you don't want to show up for new users. For existing users, I believe when the user is created these prefs are stored under the individual user preferences. In this case, the change in SiteConfig won't affect them. There is a way to propagate the changes throughout all users but it is a hack that uses SQL alter. I'm not sure what the URL is on RT wiki, but basically you'd create a new user, setup all of the user preferences (including homepage components) and then grab the user prefs value of that user to overwrite all other user prefs in the DB. Anyone know of that link? I think it was a Jesse post on the wiki. Elias -Original Message- From: Marco Avvisano [mailto:[EMAIL PROTECTED] Sent: Friday, October 10, 2008 1:22 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: Re: [rt-users] can't quickly create ticket It sounds like you have some *required* Ticket custom fields that aren't available to fill in via the Quick Ticket Creation. If those fields weren't set as required, it would work fine. Otherwise, you'll need to mod the QuickCreate Element with the appropriate input field. It will require some HTML knowledge. Yes it's correct .. i have required ticket custom fields .. to solve it, i think to disable quick creation for specific users, but seems not work. I try to modify , from root, the user profile, chnaging body or summary views, but all remain the same. Marco Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Marco Avvisano Sent: Monday, October 06, 2008 2:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] can't quickly create ticket I use 3.8.1, when i try to create quickly ticket, also from root, i get this error message: can't quickly create ticket in queue DBA because some cfs need to be set, please go to normal ticket creation page to do that. any suggestions, Marco ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 - Reply to the user (requestor)
You want a running history of correspondence between the requestor and the support team to be included in the body of the reply? Elias From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Filipe José Silva Clemente Sent: Monday, October 06, 2008 4:45 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8 - Reply to the user (requestor) Importance: High Hi, When the support team reply to an user ticket from RT 3.8 web console, i want that all messages the user sent to the support team (in history) goes with the email reply. How can i do this? TIA, Filipe Portugal ___ 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] can't quickly create ticket
It sounds like you have some *required* Ticket custom fields that aren't available to fill in via the Quick Ticket Creation. If those fields weren't set as required, it would work fine. Otherwise, you'll need to mod the QuickCreate Element with the appropriate input field. It will require some HTML knowledge. Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Marco Avvisano Sent: Monday, October 06, 2008 2:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] can't quickly create ticket I use 3.8.1, when i try to create quickly ticket, also from root, i get this error message: can't quickly create ticket in queue DBA because some cfs need to be set, please go to normal ticket creation page to do that. any suggestions, Marco ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
