Re: [rt-users] Looking for users of RT 4.4 that use the Asset feature

[john boris]

Darin
Thank you. That helps back up what I have been thinking rt could do

On Tue, Nov 29, 2016 at 4:36 PM Darin Perusich <da...@darins.net> wrote:

> Sadly I'm no longer using RT, however at my previous employer my team
> was using to for IT Support, numerous software development project,
> and asset management. I was using the Puppet configuration management
> system and integrated it with Assets-Import-CSV to automate adding and
> updating of computers as they were provisioned in the environment.
> This allowed for further integration with RT::Extension::Nagios to
> associate system issues with your assets, which provides a rich
> history of issues for systems.
>
> IMO it's a natural fit if you're already using RT for tracking issues
> and helpdesk requests, it allows you to keep all that information in a
> single repository.
> --
> Later,
> Darin
>
>
> On Tue, Nov 29, 2016 at 2:51 PM, john boris <jbori...@gmail.com> wrote:
> > Good Day,
> > My department is looking to replace our current Ticket/asset management
> > system. I have been using RT on a small basis to handle my own Support
> > requests and used the Asset Management add on (pre 4.4). Our current
> system
> > used to have an agent that would populate the data set for us but lacked
> > some of the info we needed. We were at the mercy of the company to add
> > features.
> >
> > I am hoping we can roll our own Powershell script to gather the info we
> need
> > and with some other tweaks we can roll our own.My question to the list
> is if
> > anyone is using RT 4.4 with the Asset Management feature and would like
> to
> > share their experience with it. I am putting together the proposal to
> use RT
> > for this replacement. As a ticket system I think it is an easy sell but
> the
> > Asset portion is my tough sell.
> >
> > Anyone who wants to reply can reply off list unless it you feel it is
> > relevant to stay on the list. I will post what happens when completed
> > (albeit that might not be for a month or so).
> >
> > TIA
> >
> > --
> > John J. Boris, Sr.
> >
> >
> > -
> > RT 4.4 and RTIR training sessions, and a new workshop day!
> > https://bestpractical.com/training
> > * Los Angeles - January 9-11 2017
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Looking for users of RT 4.4 that use the Asset feature

[john boris]

Thanks. That does help me.

On Tue, Nov 29, 2016 at 3:36 PM, Joop <jvdw...@xs4all.nl> wrote:

> On 29-11-2016 20:51, john boris wrote:
> > Good Day,
> > My department is looking to replace our current Ticket/asset
> > management system. I have been using RT on a small basis to handle my
> > own Support requests and used the Asset Management add on (pre 4.4).
> > Our current system used to have an agent that would populate the data
> > set for us but lacked some of the info we needed. We were at the mercy
> > of the company to add features.
> >
> > I am hoping we can roll our own Powershell script to gather the info
> > we need and with some other tweaks we can roll our own.My question to
> > the list is if anyone is using RT 4.4 with the Asset Management
> > feature and would like to share their experience with it. I am putting
> > together the proposal to use RT for this replacement. As a ticket
> > system I think it is an easy sell but the Asset portion is my tough sell.
> >
> > Anyone who wants to reply can reply off list unless it you feel it is
> > relevant to stay on the list. I will post what happens when completed
> > (albeit that might not be for a month or so).
> >
> I'm/We're using RT-4.4 with Assets which is migrated from the 3trd party
> Assets extension and use it quite extensively. As mentioned in the other
> reply linking assets from tickets is more tricky than the other way
> around. We haven't had time to enhance that.
>
> Joop
>
>
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>



-- 
John J. Boris, Sr.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Looking for users of RT 4.4 that use the Asset feature

[john boris]

Thanks for the quick response.

I am basically seeking that the asset feature is worth the move to RT. As
much as I know about RT I think we (our department) can roll our own
automated scripts to get info and keep it updated.The one we use now can't
get warranty information and I am hoping I can get Dell to cooperate and
allow us to grab the warranty info directly using the service tag number.
Then we could update the fields when we do our initial loads. Right ow we
have not been using the system we have correctly as it is not easy. It is
School Dude and they just changed the way they gather asset info which made
their product unusable for us. They said we are two big. (17 High Schools
and Central Office)

On Tue, Nov 29, 2016 at 1:50 PM, chrisis  wrote:

> We use the Asset feature, having migrated to it from SYSAID.
>
> I assume your powershell script will be used to build a CSV of all your
> assets. You'll be able to import this CSV directly into Assets in RT. There
> is a plugin to make this super easy:
> http://search.cpan.org/~bps/RT-Extension-Assets-Import-
> CSV-2.1/lib/RT/Extension/Assets/Import/CSV.pm
>
> You will obviously need to do some planning and configuration up front to
> ensure your specific Asset database has the Custom Fields you need, and
> you'll want to configure your assets catalog lifecycle(s) just like you
> would have configured your RT queue lifecycles.
>
> The only tricky thing we are facing at the moment is adding an asset to a
> ticket. By default it is easy adding a ticket to an asset (basically: open
> the asset, click "Create Linked Ticket" from Actions) but there isn't a
> default set up for linking an asset to an existing ticket. Well, there is,
> but the searchable text entry requires you to know the asset number in
> order
> to add it, which isn't too useful. But imo this is a solveable problem,
> I'll
> post when I have figured it out.
>
> Other than that do you have any specific questions about Assets in RT?
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.
> nabble.com/Looking-for-users-of-RT-4-4-that-use-the-Asset-
> feature-tp63073p63074.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>



-- 
John J. Boris, Sr.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Looking for users of RT 4.4 that use the Asset feature

[john boris]

Chris,
Thanks for the quick reply. I am leaning toward using the service tag (we
are a 90% Dell Shop) as an index or searchable field since it will be
unique.  I understand about duplicates. What we have now is not workable

On Tue, Nov 29, 2016 at 3:14 PM, Chris Manly <c...@cornell.edu> wrote:

> I’ve been starting to work with Assets.  It’s not as rich or fully-baked
> as the ticketing side of things, but it gets the job done for me.  You’ll
> definitely want 4.4.1, because there’s a bug in 4.4.0 where you can’t
> search for assets associated with a person and actually find them.
>
>
>
> I’ve done .csv loads of assets.  If you’ve got a custom field that has a
> unique key (like an asset tag #) it works well to avoid creating
> duplicates.  If you lack that… well, let’s just say I had a lot of cleanup
> to do.
>
>
>
> --
>
> Christopher Manly
>
> Coordinator, Library Systems
>
> Cornell University Library Information Technologies
>
> c...@cornell.edu
>
> 607-255-3344
>
>
>
>
>
> *From: *rt-users <rt-users-boun...@lists.bestpractical.com> on behalf of
> john boris <jbori...@gmail.com>
> *Date: *Tuesday, November 29, 2016 at 2:51 PM
> *To: *"rt-users@lists.bestpractical.com" <rt-users@lists.bestpractical.com
> >
> *Subject: *[rt-users] Looking for users of RT 4.4 that use the Asset
> feature
>
>
>
> Good Day,
>
> My department is looking to replace our current Ticket/asset management
> system. I have been using RT on a small basis to handle my own Support
> requests and used the Asset Management add on (pre 4.4). Our current system
> used to have an agent that would populate the data set for us but lacked
> some of the info we needed. We were at the mercy of the company to add
> features.
>
>
>
> I am hoping we can roll our own Powershell script to gather the info we
> need and with some other tweaks we can roll our own.My question to the list
> is if anyone is using RT 4.4 with the Asset Management feature and would
> like to share their experience with it. I am putting together the proposal
> to use RT for this replacement. As a ticket system I think it is an easy
> sell but the Asset portion is my tough sell.
>
>
>
> Anyone who wants to reply can reply off list unless it you feel it is
> relevant to stay on the list. I will post what happens when completed
> (albeit that might not be for a month or so).
>
>
>
> TIA
>
>
>
> --
>
> John J. Boris, Sr.
>
>
>



-- 
John J. Boris, Sr.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Looking for users of RT 4.4 that use the Asset feature

[john boris]

Good Day,
My department is looking to replace our current Ticket/asset management
system. I have been using RT on a small basis to handle my own Support
requests and used the Asset Management add on (pre 4.4). Our current system
used to have an agent that would populate the data set for us but lacked
some of the info we needed. We were at the mercy of the company to add
features.

I am hoping we can roll our own Powershell script to gather the info we
need and with some other tweaks we can roll our own.My question to the list
is if anyone is using RT 4.4 with the Asset Management feature and would
like to share their experience with it. I am putting together the proposal
to use RT for this replacement. As a ticket system I think it is an easy
sell but the Asset portion is my tough sell.

Anyone who wants to reply can reply off list unless it you feel it is
relevant to stay on the list. I will post what happens when completed
(albeit that might not be for a month or so).

TIA

-- 
John J. Boris, Sr.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Question on setting up self Service

[john boris]

Are there any How-To links to setup Self Service? I have been running an RT
Instance for many years and recently $WORK decided to change the email here
and I can no longer handle my internal Tech requests through my Drupal site
webforms and rt-mailgate.

So I would like to give my users a link to a form that would allow them to
add a ticket into RT.

If others do this I wold appreciate some pointers to  links or what I need
to add to rt.
I am running RT 4.2.2
-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com
-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training

[rt-users] Looking for script to autoclose ticket

[john boris]

I have been searching the Wiki for a script that would resolve a ticket
when it is created. I use RT to track reports, installs and other automated
happenings on my servers. These generate a reply to me as I am the AdminCc
on those queues. I don't mind the replies. What i want is to have that
ticket automatically resolved and no resolved reply email sent. On my 3.6
RT instance I had a script like that (That system is down and I can't
locate the script).

Can anyone point me such a script.

I guess I haven't used the correct search terms to find it.

TIA

-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Looking for script to autoclose ticket

[john boris]

j.
Thanks. I will use that suggestion on reply. I am technically the only user
of my RT instance and the only replies really go to my users who send in
tickets via a form.

But I will try this out. I am a sub novice when it comes to perl code.


On Wed, Mar 12, 2014 at 12:24 PM, j.hubbard jason.hubb...@circles.comwrote:

 Try the below scrip applied directly to whatever queues you want Tickets
 immediately resolved on.  As for notifications that depends on how you have
 those scrips setup.  If the reply scrip is global you should change that to
 apply only to queues you want replies sent out for.


 Condition: On Create
 Action: User Defined
 Template: Blank


 Custom action preparation code:

 #--Begin Custom action preparation code--


 my $ticket = $self-TicketObj;
 $ticket-SetStatus(Resolved);


 #--End Custom action preparation code--





 --
 View this message in context:
 http://requesttracker.8502.n7.nabble.com/Looking-for-script-to-autoclose-ticket-tp56925p56926.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.
 --
 RT Training London, March 19-20 and Dallas May 20-21
 http://bestpractical.com/training




-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

[rt-users] RT email failing

[john boris]

My rt instance relays its email through another server. Messages coming
from RT are failing

My relay server is not sending the mail and is giving me a 451 error. If I
go to the command line and generate an email it sends this correctly.

RT is version 4.2.2 on ubuntu 12.10 running postfix.

It will handle the incoming mail correctly and create the ticket but when
it sends it out there is this problem.

ANy pointers on where to look for the misconfiguration.

-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] RT email failing

[john boris]

Kevin,
I checked the mail log on my relay server  and here is the error

2014-02-25 12:01:58 -0500 badhosts11091:  [SYSERR(25)Inappropriate I/O
control operation]  Dying on sig13: pipe write w/no reader

Here is the output of deliver
/usr/mmdf/bin/deliver -w

[ Checking for Local delivery (local) mail ]
sorting the queue.

[ Checking for Mailing list processor (list) mail ]
sorting the queue.

[ Checking for SMTP Delivery (smtp) mail ]
sorting the queue.

[ Checking for Smart-host Routing for hosts (badhosts) mail ]
sorting the queue.
1 messages, 1 to be processed

Message 'msg.aa11088', from 'www-d...@rt3.adphila.org'
Queued: 0 Days, 0 Hours
[ Accessing badhosts (Smart-host Routing for hosts)]
Channel: badhosts
jbori...@gmail.com via chat2.adphila.org:  trying...
connecting to [172.31.250.60]... open.
-(220 chat2.adphila.org ESMTP (23ca9e33fefa09d99f2e46c526eff526))
-(HELO jc.adphila.org)
-(250 chat2.adphila.org Hello jc.adphila.org [172.31.5.100], pleased to
meet you)
-(MAIL FROM:www-d...@rt3.adphila.org)
-(250 Sender www-d...@rt3.adphila.org OK)
-(RCPT TO:jbori...@gmail.com)
-(250 Recipient jbori...@gmail.com OK)
address ok
-(DATA)
-(354 Start mail input; end with CRLF.CRLF)
sending...:... -(.)
-(451 Internal error)
Problem address ending:  Internal error
not sent, queued for retry
End of processing for msg.aa11088

Message 'msg.aa11088', from 'www-d...@rt3.adphila.org'
Queued: 0 Days, 0 Hours
jbori...@gmail.com via chat2.adphila.org:  dead host
End of processing for msg.aa11088

[ Checking for Nameserver Delay channel (delay) mail ]
sorting the queue.

[ Checking for Smart-host routing for users (badusers) mail ]
sorting the queue.
-(QUIT)
/usr/mmdf/bin/deliver:  normal end


The addresses in her (rt3.adphila.org) are internal.
Here is the postfix log on my rt machine

Feb 25 12:26:31 rt3 postfix/pickup[6599]: 0F24AA40D4: uid=33 from=www-data
Feb 25 12:26:31 rt3 postfix/cleanup[6628]: 0F24AA40D4: message-id=
rt-4.2.2-1338-1393349190-718.34-...@rt3.adphila.org
Feb 25 12:26:31 rt3 postfix/qmgr[6600]: 0F24AA40D4: from=
www-d...@rt3.adphila.org, size=2392, nrcpt=1 (queue active)
Feb 25 12:26:31 rt3 postfix/smtp[6631]: 0F24AA40D4: to=jbori...@gmail.com,
relay=jc.adphila.org[172.31.5.100]:25, delay=0.47,
delays=0.18/0.15/0.09/0.05, dsn=2.0.0, status=sent (250 Submitted  queued
(msg.aa11088))
Feb 25 12:26:31 rt3 postfix/qmgr[6600]: 0F24AA40D4: removed

It leaves but is not accepted on my relay or fails on my relay.

I have been searching for typos and haven't found any.


On Tue, Feb 25, 2014 at 11:29 AM, Kevin Falcone
falc...@bestpractical.comwrote:

 On Tue, Feb 25, 2014 at 10:23:08AM -0500, john boris wrote:
 My rt instance relays its email through another server. Messages
 coming from RT are failing
 My relay server is not sending the mail and is giving me a 451 error.
 If I go to the command
 line and generate an email it sends this correctly.
 RT is version 4.2.2 on ubuntu 12.10 running postfix.
 It will handle the incoming mail correctly and create the ticket but
 when it sends it out
 there is this problem.
 ANy pointers on where to look for the misconfiguration.

 You would need to show a full error message (451 is insufficient, it
 means many things) and ideally you would show logs from your relay
 server about why you're being rejected.

 Most likely your RT server's hostname is internal and invalid and is
 leaking.

 -kevin

 --
 RT Training London, March 19-20 and Dallas May 20-21
 http://bestpractical.com/training




-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Trying to get RT4.2.2 to use mysql and not sqllite3

[john boris]

Kevin,
\I finally got things moving today. I had tried to do the install from the
repositories which failed and thought I removed it when I tried to install
from the source. So I went in and did a full removal of request-tracker4
through apt-get purge --ato-remove request-tracker4. I then retraced my
steps in the install from source and after a failed install I found that
the database had been installed somehow but not correct so I did a make
dropdb and initialized the database. I got the opening page but no graphics
so I figured there was something wrong. So I did some more reading of the
errors and saw I did not configure the RT_SiteConfig.pm correctly. I fixed
that (commented out the WebPath variable) and got it up and running.

Thanks for all of the help. I ow just have to start building my queues but
this time with less queues than my old install.

The next hurdle will be getting rt-mailgate operating.


On Mon, Feb 10, 2014 at 1:37 PM, Kevin Falcone falc...@bestpractical.comwrote:

 On Fri, Feb 07, 2014 at 12:30:45PM -0500, john boris wrote:
 Kevin,
 Thanks for the reply. I reran the script and selected mysql (which I
 did originally) it had an
 error at the end and I had a choice to retry, abort, retry (skip
 questions) so I said retry
 and it asked me the questions again and I answered as before and the
 script ended without an
 error. I went into Mysql with phpmyadmin and the database was created
 by when I go to the web
 address I now get
 
   * Config file /etc/request-tracker4/RT_SiteConfig.pm is locked
 
 I checked all of my windows and I don't have it opened anywhere.
 I restarted the server just in case but I still get the message.

 You would need to show the errors you get and show your RT log errors.
 The RT_SiteConfig.pm being locked implies you ran but failed to
 complete the Web Installer (or that the Debian installer uses this
 behavior too).

 You could manually change permissions on that file, but I'd want to
 know how it got to that state.

 -kevin




-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

[rt-users] Trying to get RT4.2.2 to use mysql and not sqllite3

[john boris]

I installed RT4.2.2 using apt-get from the repositories on Ubuntu 12.10
LTS. When I try to start apache I get a database error whic states

 [warning]: DBI
connect('dbname=/var/lib/dbconfig-common/sqlite3/request-tracker4/rtdb;

I selected mysql when I did the install but the config files seem to
telling it to use sqlite3.
I have looked through the config files and I thought I had mysql selected.

Where do I change the config to tell RT to use mysql?

TIA
-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com

Re: [rt-users] Trying to get RT4.2.2 to use mysql and not sqllite3

[john boris]

Kevin,
Thanks for the reply. I reran the script and selected mysql (which I did
originally) it had an error at the end and I had a choice to retry, abort,
retry (skip questions) so I said retry and it asked me the questions again
and I answered as before and the script ended without an error. I went into
Mysql with phpmyadmin and the database was created by when I go to the web
address I now get


   - Config file /etc/request-tracker4/RT_SiteConfig.pm is locked

I checked all of my windows and I don't have it opened anywhere.
I restarted the server just in case but I still get the message.




On Fri, Feb 7, 2014 at 11:49 AM, Kevin Falcone falc...@bestpractical.comwrote:

 On Fri, Feb 07, 2014 at 11:40:19AM -0500, john boris wrote:
 I installed RT4.2.2 using apt-get from the repositories on Ubuntu
 12.10 LTS. When I try to

 I'm not aware of RT 4.2 packages on Ubuntu or Debian.  Ubuntu in fact
 tends to run multiple versions of packages behind the Debian release.

 start apache I get a database error whic states
 [warning]: DBI
 connect('dbname=/var/lib/dbconfig-common/sqlite3/request-tracker4/rtdb;
 I selected mysql when I did the install but the config files seem to
 telling it to use
 sqlite3.
 I have looked through the config files and I thought I had mysql
 selected.
 Where do I change the config to tell RT to use mysql?

 Since you're using the debian packages, which offer you database
 choices during setup, you should rerun their setup script with
 dpkg-reconfigure request-tracker4 and also ensure that you've
 installed the rt4-db-mysql package.

 If you've in fact installed from source, then you should rerun
 configure selecting mysql, not sqlite.  RT's default is MySQL so you
 would have had to pass an explicit selection of sqlite.

 -kevin




-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com

[rt-users] Trouble installing RT4.2.2 on Ubuntu 12.10

[john boris]

I am trying to install Rt on my Ubuntu 12.10 install. I am having issues
getting all the perl modules installed.

When I run testdeps I get:

sudo make testdeps

MAILGATE missing dependencies:
Net::SSL ...MISSING
Crypt::SSLeay ...MISSING
So I then try
sudo make fixdeps and get

errors that it can't compile them. So I tried to install them directly
using CPAN but get the same errors.

Any pointers on this?

TIA
-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com

Re: [rt-users] Trouble installing RT4.2.2 on Ubuntu 12.10

[john boris]

Problem resolved. I found this on Stackexchange:

http://stackoverflow.com/questions/12750662/install-perl-module-netssleay-through-cpan

But this resolved the dependancy

sudo apt-get install libcrypt-ssleay-perl



On Thu, Feb 6, 2014 at 10:49 AM, john boris jbori...@gmail.com wrote:

 I am trying to install Rt on my Ubuntu 12.10 install. I am having issues
 getting all the perl modules installed.

 When I run testdeps I get:

 sudo make testdeps

 MAILGATE missing dependencies:
 Net::SSL ...MISSING
 Crypt::SSLeay ...MISSING
 So I then try
 sudo make fixdeps and get

 errors that it can't compile them. So I tried to install them directly
 using CPAN but get the same errors.

 Any pointers on this?

 TIA
 --
 John J. Boris, Sr.
 Online Services
 www.onlinesvc.com




-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com

[rt-users] Looking for info on apache2 configuration rt-4.2.2

[john boris]

I am at the next step of installing rt-4.2.2 on Ubuntu 12.10. (I had a
working 3.6 RT install on a Fedora Server which is on life support at the
moment and have to make this move)

The install went fine except for some issues with PERL modules I resolved
but now I am at the web configuration spot. I am new to the configuration
of the apache2 server with its multiple file configuration. Although it
explains a lot in the web-deployment.pod it lacks telling you which
configuration file to use.

I am looking for a HOW-TO for this or someone who has done this that can
tell me which file the directives go. This server will only host an RT
instance and nothing else.The web server is working but only for the It
Works! page.

TIA.

-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com

Re: [rt-users] When installing Request Tracker It says I'm missing dependencies such as DateTime that are actually installed

[john boris]

I had the same issue installing on a 64 Bit instance of Fedora. I just had
to make sure hte paths were correct and things started working.


On Fri, Aug 23, 2013 at 12:42 PM, Jeremy Mates jma...@uw.edu wrote:

 * dporter89 dporte...@yahoo.com
  DateTime ...MISSING
  Can't locate Data/OptList.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
  /root/Downloads/rt-4.0.17) at /usr/local/share/perl5/Class/Load.pm line
 8.

 Good things to check are whether multiple perl installs have been done
 (to avoid the problem of RT using /path/to/{cpan,perl} but the PATH
 lists /some/other/{cpan,perl} first), and whether selinux is stabbing
 you in the back yet again. I avoid the vendor perl on Redhat or sed
 jobs of such, and install a custom perl to /opt/rt, and only use that
 for RT, but care must be taken to only use that version. More elaborate
 would be to only use /path/to/{cpan,perl}-5.18.1 and otherwise
 specifically versioned command names, but that's a few extra steps
 during the install of perl.

   ./Configure -des -Dprefix=/opt/rt4  make test  make install
   /opt/rt4/bin/perl -MCPAN -e shell
 (then exit that)

   export PERL_MM_USE_DEFAULT=1
   export PATH=/opt/rt4/bin:$PATH
   env PERL=/opt/rt4/bin/perl ./configure \
--enable-ssl-mailgate \
--with-web-handler=fastcgi \
--with-db-type=Pg \
--with-web-user=apache --with-web-group=apache --with-rt-group=apache
   make fixdeps

   ...

   /opt/rt4/bin/cpan RT::Extension::...

 Perlbrew would be another option, or building the custom perl into a
 proper software depot, etc, depending on resources available.

 --
 yad sdrawkcab si yadot




-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com

[rt-users] Extracting file attachments from tickets

[john boris]

We use our rt3.6.6 instance to store reports from our system. Is there a
way I can do an SQL against the database to extract these files without
going into each ticket separatley?

-- 
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Online Services
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Re: [rt-users] Changing email address of admin and users

[john boris]

Kevin,
I have scripts that run and then use mutt to send out emails to RT. I
changed the REPLYTO variable on the server that is running the script and
the mutt line looks like this:

mutt -a /tmp/enroll.pdf -s 'Daily Enrollment Report'
dailyen...@rt3.mysite.org  /u/usr/brother/pastdue-pdf.txt

I am running this as root a

I went into RT and created another  user with my old email address and
fixed up some permissions for that user and now get these errors

[Fri Jun 07 12:18:14 2013] [error] [client 172.31.6.213] FastCGI: server
/opt/rt3/bin/mason_handler.fcgi stderr: Number found where operator
expected at (eval 952) line 1, near Return 1
[Fri Jun 07 12:18:14 2013] [error] [client 172.31.6.213] FastCGI: server
/opt/rt3/bin/mason_handler.fcgi stderr: \t(Do you need to predeclare
Return?)
[Fri Jun 07 12:18:14 2013] [error] [client 172.31.6.213] FastCGI: server
/opt/rt3/bin/mason_handler.fcgi stderr: [Fri Jun  7 16:18:14 2013]
[error]: Scrip 42 Prepare failed: syntax error at (eval 952) line 1, near
Return 1 (/opt/rt3/lib/RT/Action/UserDefined.pm:67)



On Mon, Jun 3, 2013 at 12:58 PM, Kevin Falcone falc...@bestpractical.comwrote:

 On Mon, Jun 03, 2013 at 11:11:40AM -0400, john boris wrote:
 I had to change the email address on my rt3 (3.6.6) instance for the
 owner and also for my
 login. Now I am getting emails that says a ticket can't be created.
 1. I changed the OwnerEmail setting to my new email in
 RT_SiteConfig.pm.
 Do I have to restart RT to get this working. Or restart Apache?
 2. I changed my users email and since then I am getting emails that
 tickets can't be created
 on the queues.

 Show the actual errors from your logs please.

 -kevin



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-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com


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Re: [rt-users] Changing email address of admin and users

[john boris]

Kevin,
I understand that but I looked and I don't have 42 scrips. How do I know
which scrip that is? Just asking. I wil go through one by one and see which
one lost the semicolon.


On Fri, Jun 7, 2013 at 12:37 PM, Kevin Falcone falc...@bestpractical.comwrote:

 On Fri, Jun 07, 2013 at 12:22:03PM -0400, john boris wrote:
 [Fri Jun 07 12:18:14 2013] [error] [client 172.31.6.213] FastCGI:
 server
 /opt/rt3/bin/mason_handler.fcgi stderr: Number found where operator
 expected at (eval 952)
 line 1, near Return 1

 Perl doesn't have a Return function, you wanted
 return 1;

 -kevin



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-- 
John J. Boris, Sr.
Online Services
www.onlinesvc.com


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[rt-users] Interfacing RT to Drupal

[John BORIS]

I am moving my old PHP-Nuke intranet site to Drupal 6.x. One of the
items in my old Nuke site was a form that would allow users to make
requests and then based on what they selected it would email the request
to the correct queue on my RT installation. I want to have that same
functionality in the Drupal site. Has anyone done this? Do I have to
roll my own Drupal Module? I could just use the form and serve it up
from a different web server but I would like to keep everything on the
same system. 

I have been searching the Drupal modules but keep coming up with a Case
Tracker which is not what I want. 


TIA

John J. Boris Sr.
JEN-A-SyS Administrator Archdiocese of Philadelphia
Chairman Professional IT Community Conference (PICC'12)
www.picconf.org   

Re: [rt-users] Queues

[John BORIS]

Damien,
You can setup separate emails for each company and a queue for each
company. Rt-mailgate will sort the mail to the proper queue. Rt is
configurable to whatever you want.

John Boris 


 Damien Hull dh...@section9.us 12/30/11 2:25 PM 
I'm trying to configure RT for an IT consulting business. I need to
know what company / client submitted the ticket.

1. If they submit a ticket by email, will I be able to tell what
company that's from?

2. Should I create a queue for each company / client?

This is my first time working with RT.

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* Boston  March 5  6, 2012


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* Boston  March 5  6, 2012

[rt-users] Best way to upgrade production RT

[John BORIS]

I am currently running RT 3.6.6. I want to go to the newest release.  I
am setting up another Virtual machine to run through this upgrade so I
can do this swap overnight and keep the system available to my users. I
plan to install and get working the latest version of RT and then load
in the data from the old system. Or is it better to build a 3.6.6 system
and then upgrade that one to the latest version. I have  a lot of info
in the 3.6.6 version. 

I guess my first question is how would be the best way to get from
3.6.6 to the latest release in the least amount of downtime? I just
don't want to try to upgrade the production machine and find out that it
will take me a few days of work to get it back to speed.


any pointers will be appreciated even those that pont me to RTFM a
bit.


TIA



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

Re: [rt-users] Best way to upgrade production RT

[John BORIS]

Emmanuel,
Thanks a bunch. I don't have any local things but I did install Asset
Tracker which is used a lot on this system.But at least I can go through
this and not blow up my working system

Thanks again.

 Emmanuel Lacour elac...@easter-eggs.com 1/4/2011 4:48 PM 
On Tue, Jan 04, 2011 at 04:38:28PM -0500, John  BORIS wrote:
 I am currently running RT 3.6.6. I want to go to the newest release. 
I
 am setting up another Virtual machine to run through this upgrade so
I
 can do this swap overnight and keep the system available to my users.
I
 plan to install and get working the latest version of RT and then
load
 in the data from the old system. Or is it better to build a 3.6.6
system
 and then upgrade that one to the latest version. I have  a lot of
info
 in the 3.6.6 version. 
 

something like this should give you time to test and count the needed
downtime.

- install your 3.8.8 on your new VM, but don't create the DB
- put your old local modifications, RT configuration in RT 3.8.8 with
  needed adjustement if any
- do a first SQL import of your 3.6.6 DB in the 3.8.8 VM
- run the rt-setup-database --action upgrade to upgrade your DB (and
any
  DB related update written in the UPGRADING doc (especially if you
are
  using MySQL)
- measure the time for the two previous steps, this will be your
future
  downtime to switch your production to 3.8.8
- test your new system

then to really upgrade your production system to your new VM using rt
3.8.8:

- stop your old RT
- drop the DB on the new RT
- import the DB and run again the upgrade procedure
- start your new RT and adjust mail routing/dns so it is now used in
  place of old one (or just change the IP)

[rt-users] Installation of XML::RSS fails on Fedora 14 64bit

[John BORIS]

I am installing rt 3.8.8 on Fedora 14 and trying to get all the perl
modules loaded. the module XML::RSS is failing to install through CPAN.
Anyone know why? or have installed RT on Fedora 14 64 bit?

Any pointers accepted.

TIA



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

[rt-users] How to limit a scrip per queue

[John BORIS]

Is there a way to limit one of the default scrips to not to act on a
queue? There are two default scrips that act on ticket creation.  #4 and
#5.  At least I think they are defaults as I don't remember creating
these since they don't have a description.  I would like to disable one
of them as it is redundant.

Also along those lines if you want a global script to work for all
queues except maybe a few is there a way to add that condition? 

All pointers to the Wiki or docs will be accepted.

I am using RT 3.6.6

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] How to limit a scrip per queue

[John BORIS]

Thanks. I found the patch and will see about applying it.

 Torsten Brumm torsten.br...@googlemail.com 8/11/2010 12:34 PM

Hi John,
there are several methods, first (and most painfull) is to deactivate
all
global scrips and define all again on queue level, second and my
preferred
is Dirk Papes HideGlobalScrips (Search inside the wiki) this is running
nice
under RT 3.6.x for RT 3.8.x you can find at github (
http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips) the same
solution ported to 3.8

2010/8/11 John BORIS jbo...@adphila.org

 Is there a way to limit one of the default scrips to not to act on a
 queue? There are two default scrips that act on ticket creation.  #4
and
 #5.  At least I think they are defaults as I don't remember creating
 these since they don't have a description.  I would like to disable
one
 of them as it is redundant.

 Also along those lines if you want a global script to work for all
 queues except maybe a few is there a way to add that condition?

 All pointers to the Wiki or docs will be accepted.

 I am using RT 3.6.6

 TIA

 John J. Boris, Sr.
 JEN-A-SyS Administrator
 Archdiocese of Philadelphia
 Remember! That light at the end of the tunnel
 Just might be the headlight of an oncoming train!
 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
MFG

Torsten Brumm

http://www.brumm.me 
http://www.elektrofeld.de
RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] bulk load into Asset Tracker possible?

[John BORIS]

There was a perl script on the old wiki but it isn't on the latest wiki
page. I have it on my system and have used it once without any problems.
It needs tweaking. I didn't want to send it out unless I have the link
to where you can see who wrote it and the caveats. I have it named as
massloadat.pl.  So far all of my searching didn't return anything. 

This link takes you to the discussion back in 2006 on this topic.

http://www.gossamer-threads.com/lists/rt/users/59960?search_string=asset%20tracker%20bulk;#59960

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 charlie derr cd...@simons-rock.edu 6/24/2009 12:00 PM 
Greetings,
 Before we dive into the RT-APIs at a low level to try to figure
out how to load our several hundred rows of excel data semi 
automatically into our RT Asset Tracker instance, I just thought it
worth asking if anyone else has solved this problem (or 
started to?) and might be willing to share code or ideas on how best to
proceed.  We've got a bunch of custom fields (and 
obviously some basic fields) that we'll want to populate.  And it may
be that we have a small enough data set that doing it 
manually through the web interface ends up being a more efficient use
of time and resources, but it sure seems worth asking.

   thanks so much in advance for any hints or advice,
~c
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[rt-users] 3.6.6 suddenly stops creating tickets

[John BORIS]

All of a sudden my 3.6.6 installation on Fedora 8 stopped adding
tickets. I have tried different queues and users but all just hang when
you hit the create button. I see these errors in the rt_error_log

[Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server
/opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in
string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer:
http://172.31.6.213/Ticket/Create.html?Queue=43
[Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server
/opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in
string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer:
http://172.31.6.213/Ticket/Create.html?Queue=43
[Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI: server
/opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in
string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer:
http://172.31.6.213/Ticket/Create.html?Queue=43


Any pointers or where to start looking?

I restarted both httpd and mysqld but that didn't help.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
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Re: [rt-users] 3.6.6 suddenly stops creating tickets

[John BORIS]

I administer the server and haven't done any upgrades on the server.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 Drew Barnes barne...@ucrwcu.rwc.uc.edu 5/20/2009 11:18 AM 
Check yum log (assuming you use it) and make sure perl or some subset
of 
perl modules wasn't upgraded.  That's where I always on systems with
yum 
updates turned on.

John BORIS wrote:
 All of a sudden my 3.6.6 installation on Fedora 8 stopped adding
 tickets. I have tried different queues and users but all just hang
when
 you hit the create button. I see these errors in the rt_error_log

 [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI:
server
 /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value
in
 string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer:
 http://172.31.6.213/Ticket/Create.html?Queue=43 
 [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI:
server
 /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value
in
 string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer:
 http://172.31.6.213/Ticket/Create.html?Queue=43 
 [Wed May 20 11:09:57 2009] [error] [client 172.31.6.95] FastCGI:
server
 /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value
in
 string eq at /opt/rt3/lib/RT/Record.pm line 1706., referer:
 http://172.31.6.213/Ticket/Create.html?Queue=43 


 Any pointers or where to start looking?

 I restarted both httpd and mysqld but that didn't help.

 TIA

 John J. Boris, Sr.
 JEN-A-SyS Administrator
 Archdiocese of Philadelphia
 Remember! That light at the end of the tunnel
 Just might be the headlight of an oncoming train!
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[rt-users] All Queues showing up in RT at a Glance

[John BORIS]

All of the Queues are showing up in RT at a glance when I select
MyAdminQueues even though the user is not the Admin of that Queue. I am
running 3.6.6

Is there a way to clear this up? I looked at  the Queues and the users
I see this with are not the Administrators of those queues.


TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
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Re: [rt-users] Asset Tracker + 3.8.2 possible?

[John BORIS]

Charlie,
You can disregard that.  At least I did when I installed on my RT but I
am on 3.6

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
 charlie derr cd...@simons-rock.edu 03/16/09 11:08 AM 
Greetings,
I'm just getting started with trying to set up a test-instance
of RT.  Before I possibly break what I've so far accomplished can 
anyone tell me if Asset Tracker 1.2.3 will work with rt-3.8.2?

In the README file there're instructions to patch rt-3.4 but I'm
reluctant to run that against 3.8.2 without knowing that someone 
has done it before successfully.

thanks so much in advance for your time,
~c
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[rt-users] Where and How to Modify Asset Tracker Main Page

[John BORIS]

Where can one RTFM on how to modify the main page when you click on the
Assets menu in RT 3.6.3? I want to add a portion that shows the assets
for the user.

John J. Boris, Sr.
JEN-A-SyS Administrator
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[rt-users] How to get RT to use Reply-To for returned emails

[John BORIS]

In my setup my users are sending emails to RT from a machine where their
email address isn't valid. It is hard to explain. The corporate email 
address for my users is not the same as their login and email address on
the server where the email is originating. We use Mutt as the client.
The emails are sent from inside a program the user is running.
It is like this
User's login to server: joed
email address on that server: [EMAIL PROTECTED] 
Corporate email is [EMAIL PROTECTED] 
REPLY-TO [EMAIL PROTECTED] 

The user sends the email to RT from the application on the server. Mutt
sends the email to RT and RT takes it and processes it. It correctly
adds the ticket to the proper Queue but it then sends the reply back to
the From address not the REPLY-TO address. This reply is then refused by
the local server. 

Is there a way to have RT use the REPLY-TO field for replies instead of
the From field? Or is the REPLY-TO field not set in all email clients?


I hope I gave enough info.

TIA


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
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Re: [rt-users] Block new ticket creation from Email

[John BORIS]

William,
Why not have the email sent to a queue that has a separate reply scrip
that uses a template that includes your instructions along with a link
to the main RT web page for them to use to enter their ticket.  Or maybe
configure an autoresponder in aliases that will send your boiler plate
text to the user.

The first one might be better for you since you can capture their
initial message and its info.  But I don't know the amount of traffic
you get and the time it will take to copy the data from the first
message into the correct ticket. You could also have a scrip that
creates the ticket and closes it immediately.



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 William Kelleher [EMAIL PROTECTED] 6/6/2008 3:13
PM 
I want to be able to reply from RT to users trying to create tickets
via
email and tell them they have to use the web interface to create
tickets
and I don't want the ticket to be created. I do however want all of
the
email functionality to work once a ticket is created since most of the
time we need to coax more information out of our users so we can
understand what they want. I currently have my entry in aliases going
to
a nonexistent Queue  to make this functionality work but I have no way
to (or can't figure how) to make RT respond with instructions on using
the system.  I have tried to modify the code but can't follow exactly
how it flows from rt-mailgate to ticket creation. Any help on this
would
be appreciated. 

 

Thanks in advance

 

William Kelleher
Network Engineer 



 

 

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Re: [rt-users] Getting RT-Extension-ResetPassword Module

[John BORIS]

Glenn,
Thanks. That worked. I had to go to a machine that is outside our
WAN/LAN so there must be a firewall rule that is blcoking it.

Thanks again

John Boris

 Glenn Sieb [EMAIL PROTECTED] 05/29/08 2:03 AM 
John BORIS wrote:
 I would like to use the Password reminder module from the repository
but
 I am a bit clueless on how to get the code. Can someone point to
 directions on how to get the code or the module so I can install it in
 my RT instance?
   
John,

Try:

svn export svn://svn.bestpractical.com/RT-Extension-ResetPassword

This will give you just the files for the RT-Extension-ResetPassword 
code, without any of the subversion versioning stuff that you won't
need.

Best,
--Glenn

-- 
...destination is merely a byproduct of the journey
   --Eric Hansen


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[rt-users] Getting RT-Extension-ResetPassword Module

[John BORIS]

I would like to use the Password reminder module from the repository but
I am a bit clueless on how to get the code. Can someone point to
directions on how to get the code or the module so I can install it in
my RT instance?


TIA


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
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Re: [rt-users] Not understanding initial email config :(

[John BORIS]

Andy,
The email address has to be valid for it to get to RT. I am no guru
when it comes to email but woudn't the emailer try to resolve the email
address and then look for the MX record for that address in DNS. If you
sent the email from the command line and your log shows that address as
unroutable then it can't locate the domain in DNS. I am not sure if you
added it to a host table if that would get it to work. Your resolv.conf
would have to be setup to have the lookup order to include looking in
the host table. 



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 Andy Smith [EMAIL PROTECTED] 5/28/2008 2:51 PM 
Hi,

  ok I have proven that I can successfully create a ticket remotely
from the Exim server by cat'ing an email into rt-mailgate like this:

cat 1172082829.H159040P74283.mx.test.net
|/usr/local/rt3/bin/rt-mailgate --queue General --action correspond
--url http://rt3.test.net/ 

But still real email even if generated on the command line on the mail
server isnt making it to RT... In my exim logs I see unroutable
address. Whats the recommended config here to make this work?

thanks Andy.
  - Original Message - 
  From: Andy Smith 
  To: rt-users@lists.bestpractical.com 
  Sent: Wednesday, May 28, 2008 6:43 PM
  Subject: Not understanding initial email config :(


  Hi,

   Im new to RT and am trying to configure a pilot system on FreeBSD,
using RT 3.6.6. I want to get incoming mail to go to the general
  queue (creating a new ticket) but from the documentation Im really
not understanding how this is meant to work.

  I have the RT server up and running on one server, and we have our
live Exim SMTP running on another. On the RT box I have this in the
  site config PM file:

  Set($MailCommand , 'sendmail');
  Set($SendmailArguments , -bm -- [EMAIL PROTECTED]);
  Set($SendmailPath, /usr/local/sbin/exim);


  and on the Exim box I have installed the RT binaries so I have the
rt-mailgate script and put this into the aliases file:

  rt-general: |/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://rt3.test.net/; 


  Is this really all I have to do?? So far it isnt working, but that
doesnt surprise me much as I dont get how this can work :S
  However this alias syntax is totally new to me and seems quite odd :S

  I did see one or two things written about adding some special config
into the exim MTA config file, but I dont really want to
  have to modify my live exim MTA config just cos I want to add a new
queue to RT.

  Anyone that can help me out of my confusion would be greatly
appreciated!

  thanks in advance, Andy.
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Re: [rt-users] Getting RT-Extension-ResetPassword Module

[John BORIS]

I have tried that but there might be issues with our firewall setup. 
All I want is the one module.

 Torsten Brumm [EMAIL PROTECTED] 05/28/08 4:31 PM 
for the whole svn try svn co svn://svn.bestpractical.com there you'll
find
everything :-)

2008/5/28 John BORIS [EMAIL PROTECTED]:

 I would like to use the Password reminder module from the repository
but
 I am a bit clueless on how to get the code. Can someone point to
 directions on how to get the code or the module so I can install it in
 my RT instance?


 TIA


 John J. Boris, Sr.
 JEN-A-SyS Administrator
 Archdiocese of Philadelphia
 Remember! That light at the end of the tunnel
 Just might be the headlight of an oncoming train!
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-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de

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Re: [rt-users] Getting RT-Extension-ResetPassword Module

[John BORIS]

Jesse,
I didn't plan to do that. I stick with what I know how to do.

 Jesse Vincent [EMAIL PROTECTED] 05/28/08 4:36 PM 

On May 28, 2008, at 4:31 PM, Torsten Brumm wrote:

 for the whole svn try svn co svn://svn.bestpractical.com there  
 you'll find everything :-)


Please don't EVER check out the entirety of our Subversion repository  
all at once. That is a SIGNIFICANT drain on our resources and is much,  
much more disk, cpu and network intensive than building a full svk  
mirror of the repository.

If we notice a user doing this, we will block their IP address from  
accessing our servers.

Jesse


 2008/5/28 John BORIS [EMAIL PROTECTED]:
 I would like to use the Password reminder module from the repository  
 but
 I am a bit clueless on how to get the code. Can someone point to
 directions on how to get the code or the module so I can install it in
 my RT instance?


 TIA


 John J. Boris, Sr.
 JEN-A-SyS Administrator
 Archdiocese of Philadelphia
 Remember! That light at the end of the tunnel
 Just might be the headlight of an oncoming train!
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 -- 
 MFG

 Torsten Brumm

 http://www.torsten-brumm.de  
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Re: [rt-users] Upgrade From 3.4.0 to 3.6.6

[John BORIS]

Dan,
I did that when I rebuilt my server but I went from one version of
Fedora to another.  I haven't seen any issues . yet.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 Dan Magnuszewski [EMAIL PROTECTED] 5/20/2008 12:33 AM

All,

I'm looking to upgrade from RT version 3.4.0 (RH 7.2/MySQL
4.0.20/Apache
1.3.33) to 3.6.6 (CentOS 4.6/MySQL 5.0.22/Apache 2.x). I checked out a
guide on the wiki
(http://wiki.bestpractical.com/view/MigrateToNewServer) but I would
like
to know if there are any DB schema changes that would prevent me from
just installing 3.6.6 on another server, then simply doing a mysqldump
and migrating the database schema from the old 3.4.0 server.

Thanks!

-Dan
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[rt-users] Checking out code from svn.bestpractical.com

[John BORIS]

I am trying to get the files at:

http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword/


I am using the tortisesvn client.  I know this isn't a TortiseSVN list
but how does one checkout the code from the site.

When I try to do this onto my pc I get an error 
Error: PROPFIND request failed on
'/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword'  
Error: PROPFIND of
'/cgi-bin/index.cgi/bps/browse/RT-Extension-ResetPassword': 200 OK
(http://svn.bestpractical.com)  

Is this just misconfigured or am I going abouit this the wrong way.


TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
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Re: [rt-users] Having trouble installing 3.7.85 on fc8

[John BORIS]

Is this a typo?

Alias /rt3 //opt/rt3/share/html


Shouldn't that read

Alias /rt3 /opt/rt3/share/html


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
 Alan Cheng [EMAIL PROTECTED] 05/08/08 11:21 PM 
Are there any errors in the RT log?  I found it useful to enable debug
in a similar situation like you have:

Try adding the following lines in your RT_SiteConfig.pm if you don't
have them yet:

Set($LogToFile , 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , rt.log);

File rt.log must be writable by your http daemon.

Thanks,

Alan

-Original Message-
From: [EMAIL PROTECTED] on behalf of Elbert Lai
Sent: Thu 5/8/2008 10:18 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Having trouble installing 3.7.85 on fc8
 
I've been able to get as far as the page that says:

 

You're almost there!

 

You haven't yet configured your webserver to run RT

You appear to have installed RT's web interface correctly, but haven't
yet
configured your web server to run the RT server which powers the web
interface.

The next step is to edit your webserver's configuration file to instruct
it
to use RT's mod_perl, fastcgi or speedycgi handler.

 

I'm trying to configure it to use mod_perl but having no luck so far.

 

Here's my /etc/httpd/conf.d/rt3.conf. As far as I can tell, I'm
referring to
mod_perl, and when I restart the httpd daemon, it tells me that mod_perl
is
already loaded.

 

I'd appreciate any insight.

 

Thanks,

 

 

 

Alias /rt3 //opt/rt3/share/html

 

 

LoadModule perl_module mod_perl.so

 

 

PerlModule Apache::DBI

PerlRequire /usr/sbin/webmux.pl

Directory /opt/rt3/share/html

  AllowOverride All

  Options ExecCGI FollowSymLinks

  IfModule mod_access.c

Order allow,deny

Allow from all

  /IfModule

/Directory

 

 

Location /rt

  RewriteEngine On

  RedirectMatch permanent (.*)/$ $1/index.html

  AddDefaultCharset UTF-8

  SetHandler perl-script

  PerlHandler RT::Mason

/Location

 

 

VirtualHost localhost

  ServerName localhost

  DocumentRoot /opt/rt3/share/html

  AddDefaultCharset UTF-8

 

 

#  PerlModule Apache2 Apache2::compat

 

 

  PerlModule Apache::DBI

  PerlRequire /usr/sbin/webmux.pl

 

 

  Location /

  SetHandler perl-script

  PerlHandler RT::Mason

  /Location

/VirtualHost

 

Elbert Lai

Network Operations Manager

Itiva Networks

530 Lytton Ave

2nd Floor

Palo Alto, CA 94301

650-521-3403 (cell)

650-560-6125 (fax)

[EMAIL PROTECTED]

 



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[rt-users] Changing Owner

[John BORIS]

I am running RT 3.6.6.  I want to change some owners of tickets but the
drop down box doesn't have the user I want to give it to. How does the
owner field drop down list get populated?

Or how does one change the owner of a ticket?
TIA

John Boris

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Re: [rt-users] Changing Owner

[John BORIS]

Hmm!  I thought this user had that permission already. I will look into
that.

Thanks

 [EMAIL PROTECTED] 05/09/08 9:41 AM 
First, you have to add the user if they don't already exist.  Next, you
have to make sure that user has appropriate permissions to the queue the
ticket is in.


James Moseley





  
 John  BORIS  
  
 [EMAIL PROTECTED]  
  
 rg   
To 
 Sent by: 
rt-users@lists.bestpractical.com  
 rt-users-bounces@ 
cc 
 lists.bestpractic  
  
 al.com   
Subject 
   [rt-users] Changing Owner
  

  
 05/09/2008 08:35   
  
 AM 
  

  

  

  




I am running RT 3.6.6.  I want to change some owners of tickets but the
drop down box doesn't have the user I want to give it to. How does the
owner field drop down list get populated?

Or how does one change the owner of a ticket?
TIA

John Boris

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[rt-users] New Queue is not showing up on RT At A Glance

[John BORIS]

I am running RT 3.6.6.

I added a new queue, added an entry into aliases. I can send email to
RT and the ticket gets created in the Queue but the queue never shows up
on the RT at a glance page. It doesn't show up in the section where it
shows the queues that I am and AdminCc for either. The ticket is there ,
I have rights to see the queue and I gave everyone rights to see the
queue but it still doesn't show up in the RT ata glance page. Any ideas
why this would happen?



John J. Boris, Sr.
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Re: [rt-users] New Queue is not showing up on RT At A Glance

[John BORIS]

Duh!

Thanks. IS this a browser cache issue? I don't seem to remember having
to do this. But then again I forget my name at times.


Thanks again

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
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 Kenneth Marshall [EMAIL PROTECTED] 4/28/2008 3:23 PM 
Try logging out and then back in again.

Ken

On Mon, Apr 28, 2008 at 03:18:48PM -0400, John  BORIS wrote:
 I am running RT 3.6.6.
 
 I added a new queue, added an entry into aliases. I can send email
to
 RT and the ticket gets created in the Queue but the queue never shows
up
 on the RT at a glance page. It doesn't show up in the section where
it
 shows the queues that I am and AdminCc for either. The ticket is
there ,
 I have rights to see the queue and I gave everyone rights to see the
 queue but it still doesn't show up in the RT ata glance page. Any
ideas
 why this would happen?
 
 
 
 John J. Boris, Sr.
 JEN-A-SyS Administrator
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Re: [rt-users] Question about having a splash page?

[John BORIS]

I am no guru but the directory /opt/rt3/local/html is where you want to keep 
your local copies of RT files. RT looks there first for files. At first glance 
it looks easy to just create a new copy of the RT Index page under a new name 
in /opt/rt3/local/html and then create your splash page named index.html. The 
problem comes into the later pages where the link for Home is. This may cause 
some issues since it will get sent back to your splash page. 

Or wouldn't it work to have a link at http://rt.domain.com and then that 
redirects you to https://rt.domain.com? I have seen this done with sites that 
host emails.
 Jared Hanks [EMAIL PROTECTED] 4/22/2008 8:02 PM 
Hello,
 
I'm trying to create a splash page for RT.  What I mean by splash page is 
this... basically a page that has 2 links:  one link to our custom web ticket 
entry page, and one to actually log in to RT.
 
We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com.  
For submitting a ticket I would like the user to be able to go to 
https://rt.domain.com and click on the link for submitting a ticket from the 
splash page.  If they actually would like to log in they would just click on 
the link from the splash page and get to the RT login prompt.
 
Any one know how to do this?  I'm not sure if it's something that I can do in 
httpd.conf or not.  I tried it a little bit ago, but didn't get it to work 
correctly.  I don't know that much about the web configuration stuff so that's 
why I'm asking the user list.  I'm hoping someone has done this before, or can 
at least point me in the right direction.
 
Any help is appreciated.
 
Thanks,
Jared
_
Back to work after baby*how do you know when you’re ready?
http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498ocid=T067MSN40A0701A

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Re: [rt-users] Question about having a splash page?

[John BORIS]

Jared,
Take it fromsomeone who has zero time to keep things updated. Try to
keep your nods to the place that upgrades will not overwirte them. After
a while you will have a hard time to make those mods and to keep track
of them. 

You can add anything to the index.html page as long as it resides in
/path/to/your/rt3/local/html. 
Since you are not up on HTML you should look to get a good HTML editor.
I am not sure what your desktop OS is but I use two.

HoTMetal Pro (No longer available)
Coffee Cup HTML Editor

HoTMetal Pro was the best package I ever used and have used it for the
past 13+ years. I was sad to see the company SoftQuad sell it off. 

Coffee Cup is the next best one I found. These are both Windows
packages. 




 Jared Hanks [EMAIL PROTECTED] 04/23/08 4:30 PM 
Ok, maybe the splash page is going to be a little more difficult than I
thought.  
 
What about modifying the index.html code to add links above the Login
section.  Would that be ok, or is it not advisable?  What line should I
put the html code above, or should I be putting the code somewhere else
other than the index.html page?  I don't know much HTML, only a little
bit so I'm not quite sure where it needs to go.  I know that if I were
to upgrade I would probably need to modify the code again, which is
fine.
 
Thanks again.




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[rt-users] RT changing Status to Open from Resolved when sending Reply or Comment

[John BORIS]

I remember this being a discussion thread a while back but searching the
archives I couldn't find it. I found one thread from 2003 but it didn't
address a resolution.

I resolved a ticket and then noticed my auto reply to the requestor
didn't include my resolution information. So I went back into RT and
clicked reply to send a reply to the requester from RT. When I looked at
the History I saw the Ticket was now Open and I had to reset it to
Resolved. When I sent the reply there is a transaction that shows Ticket
Status changing from Resolved to Open.


Is there a fix for this? Or is this a correct way for this to work?

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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[rt-users] Auto Reply email loop

[John BORIS]

It seems I have an autoreply loop that I can't seem to stop. While
testing my setup I sent a request from one of my machines to my RT
instance. When it tried to send the reply to that machine (the
requester's email address was [EMAIL PROTECTED]) it got a connection
refused since that machine was never setup to receive email and the DNS
for that system probably doesn't have an MX record. (I am assuming that
since I didn't specify the MX request when I asked our Admins to create
it. So now my RT instance is sending an email request every hour and
when it gets refused it will try three times and after three refusals
goes to sleep for another hour.  The mail is originating from the apache
user.  So is there a place that RT holds these tasks and keeps trying
until it succeeds? 


TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
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[rt-users] Requestor or Owner

[John BORIS]

This may be a simple question but is the Requestor (person who submits
the ticket) the same as the owner?  I usually enter tickets when Users
contact me or I am starting a project and want to track it in RT. But
now I want the user who contacted me to be the person who would have
emailed the request into RT or even filled out a form for the request. 
So do I make that person the owner of the ticket or a watcher?

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Re: [rt-users] Requestor or Owner

[John BORIS]

Thanks.
After I sent the email I started looking around and saw where I can add
the person's to the ticket as the requestor. I couldn't find this as a
field to enter when I first looked at the ticket.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 Ruslan Zakirov [EMAIL PROTECTED] 4/17/2008 2:21 PM 
Watchers - people around ticket, who is in any way interested in the
ticket.
Requestor - people who is interested in the ticket to be resolved.
Owner - one and only one person at a time who works hard to resolve the
ticket.
Cc, AdminCc - people as well interested in the ticket, but these group
are flexible and can be used in many ways, depends on workflow.

On Thu, Apr 17, 2008 at 10:00 PM,  [EMAIL PROTECTED] wrote:
 It's really up to you how you want to handle how people are
associated to a
  ticket.  With that said, typically the person 'opening' the ticket
or
  making the request is the requestor.

  The owner of the ticket is the person that is working the ticket or
that
  the ticket is assigned to.  You can very easily modify the requestor
(or
  populate the field when the ticket is created) field by changing the
email
  address to who should be the requestor, ie, the person who should
have
  opened the ticket in the first place.


  James Moseley





  John  BORIS
  [EMAIL PROTECTED] 
  rg 
  To
  Sent by: 
rt-users@lists.bestpractical.com
  rt-users-bounces@   
  cc
  lists.bestpractic
  al.com   
Subject
[rt-users] Requestor or Owner

  04/17/2008 12:54
  PM









  This may be a simple question but is the Requestor (person who
submits
  the ticket) the same as the owner?  I usually enter tickets when
Users
  contact me or I am starting a project and want to track it in RT.
But
  now I want the user who contacted me to be the person who would
have
  emailed the request into RT or even filled out a form for the
request.
  So do I make that person the owner of the ticket or a watcher?

  John J. Boris, Sr.
  JEN-A-SyS Administrator
  Archdiocese of Philadelphia
  Remember! That light at the end of the tunnel
  Just might be the headlight of an oncoming train!
  ___
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  Commercial support: [EMAIL PROTECTED] 


  Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
  Buy a copy at http://rtbook.bestpractical.com 


  ___
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  Community help: http://wiki.bestpractical.com 
  Commercial support: [EMAIL PROTECTED] 


  Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
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-- 
Best regards, Ruslan.
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[rt-users] At Mail list info

[John BORIS]

Is the Asset Tracker list still alive. I saw an email a while back about
things starting up again. I have a few questions but don't want to post
them here. the links I have all die or bounce.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
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Re: [rt-users] testing the ability for RT to sendmail

[John BORIS]

Nelson,
In the Rt book it states that 
Modern Versions of Sendmail require all programs called from the
/etc/aliases file to be symlinked into the /etc/smrsh/ directory. You
will receive DSN:Service unavailable erros if you haven't done this.

Here is what they say to use to setup the link:

ln -s /opt/rt3/bin/rt-mailgate /etc/smrsh


I only say tis since you show an error message from smrsh and in that
there is a Service unavailable message.


As for being hard to setup best Practical can answer that. It is an
Open Source package and although the setup can be frustrating the end
result is a very good product. If you haven't done so the book RT
Essentials is a reccommended resource to have on the desk. At least you
have something you can just grab and look through to give you an idea of
what went wrong. 


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 Nelson Pereira [EMAIL PROTECTED] 3/28/2008 8:46 AM 
Ok, almost there...

I added ALL:127.0.0.1 to the /etc/hosts.allow file,
Added @protusrt.com rt3test1 to the /etc/mail/virtusertable file.

Sent email from user to [EMAIL PROTECTED] 

Maillog shows:

Mar 28 08:37:30 nelsoncentos sendmail[3269]: m2SCbUvh003269:
from=[EMAIL PROTECTED], size=10773, class=0, nrcpts=1,
msgid=[EMAIL PROTECTED],
proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use rt-mailgate
--queue Desktop --action correspond --url http://localhost; (stat
failed)
Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
to=|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url
http://localhost;, ctladdr=[EMAIL PROTECTED] (8/0),
delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=40982, dsn=5.0.0,
stat=Service unavailable
Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
m2SCbUvh003270: DSN: Service unavailable
Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003270:
to=[EMAIL PROTECTED], delay=00:00:00, xdelay=00:00:00,
mailer=relay,
pri=42006, relay=qa-dev-mail1-1.protusfax.com. [192.168.2.30],
dsn=2.0.0, stat=Sent (750871 message accepted for delivery)




Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use rt-mailgate
--queue Desktop --action correspond --url http://localhost; (stat
failed)

So there's something wrong, for some reason it's not sending the email
to RT yet I can access RT with http://localhost 

/etc/aliases has:
rt3test1: |/opt/rt3/bin/rt-mailgate --queue Desktop --action
correspond
--url http://localhost; 

I also tried changing the http:// with the actual IP address of the
box
and still getting the same error about stat failed:
Mar 28 08:45:16 nelsoncentos smrsh: uid 8: attempt to use rt-mailgate
--queue Desktop --action correspond --url http://10.98.7.206; (stat
failed)

Any idea?

How come this is so hard to get setup? This is a virgin Centos5
install...?!?
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Re: [rt-users] testing the ability for RT to sendmail

[John BORIS]

If it worked before you rebooted then one of actions you did was not
written to a configuration file.  This issue also has to do with smrsh
so it probably has to do with the link that was done.
I am not familiar with your flavor of Unix and would never call myself
a guru at this but I have had issues with the ln command on SCO where it
is finicky where it will do a soft link or hard link. If the /opt and
/etc are on different filesystems you might have to use a different
switch than ln -s to accomplish this.


You may have to do a little RTFM'ing of the smrsh docs to see what
might be peculiar on this setup.


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 Nelson Pereira [EMAIL PROTECTED] 3/28/2008 10:46 AM 
As requested from the security tech... don't ask...

Now it looks like I broke it again

Mar 28 10:43:31 nelsoncentos sendmail[3608]: m2SEhV3U003608:
from=[EMAIL PROTECTED], size=10775, class=0, nrcpts=1,
msgid=[EMAIL PROTECTED],
proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
Mar 28 10:43:32 nelsoncentos sendmail[3610]: m2SEhV3U003608:
to=|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url
http://localhost;, ctladdr=[EMAIL PROTECTED] (8/0),
delay=00:00:01, xdelay=00:00:00, mailer=prog, pri=40984, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL



Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.www.MyFax.com   

-Original Message-
From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED] On Behalf Of
Fernando
Frota Machado de Morais
Sent: Friday, March 28, 2008 10:42 AM
To: rt-users@lists.bestpractical.com 
Subject: Re: [rt-users] testing the ability for RT to sendmail


I think you need to enable which programs can be piped when you are
using 
smrsh. Try to disable it, generating a new sendmail.cf file (you
will
need 
to comment another line at sendmail.mc). And why are you using
protusrt.com 
instead of something like rt.protus.com?. 

Em Friday 28 March 2008 09:46:49 Nelson Pereira escreveu:
 Ok, almost there...

 I added ALL:127.0.0.1 to the /etc/hosts.allow file,
 Added @protusrt.com rt3test1 to the /etc/mail/virtusertable file.

 Sent email from user to [EMAIL PROTECTED] 

 Maillog shows:

 Mar 28 08:37:30 nelsoncentos sendmail[3269]: m2SCbUvh003269:
 from=[EMAIL PROTECTED], size=10773, class=0, nrcpts=1,
 msgid=[EMAIL PROTECTED],
 proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
 Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use
rt-mailgate
 --queue Desktop --action correspond --url http://localhost; (stat
 failed)
 Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
 to=|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url
 http://localhost;, ctladdr=[EMAIL PROTECTED] (8/0),
 delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=40982, dsn=5.0.0,
 stat=Service unavailable
 Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
 m2SCbUvh003270: DSN: Service unavailable
 Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003270:
 to=[EMAIL PROTECTED], delay=00:00:00, xdelay=00:00:00,
mailer=relay,
 pri=42006, relay=qa-dev-mail1-1.protusfax.com. [192.168.2.30],
 dsn=2.0.0, stat=Sent (750871 message accepted for delivery)




 Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use
rt-mailgate
 --queue Desktop --action correspond --url http://localhost; (stat
 failed)

 So there's something wrong, for some reason it's not sending the
email
 to RT yet I can access RT with http://localhost 

 /etc/aliases has:
 rt3test1: |/opt/rt3/bin/rt-mailgate --queue Desktop --action
correspond
 --url http://localhost; 

 I also tried changing the http:// with the actual IP address of the
box
 and still getting the same error about stat failed:
 Mar 28 08:45:16 nelsoncentos smrsh: uid 8: attempt to use
rt-mailgate
 --queue Desktop --action correspond --url http://10.98.7.206; (stat
 failed)

 Any idea?

 How come this is so hard to get setup? This is a virgin Centos5
 install...?!?
 ___
 http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 

 Community help: http://wiki.bestpractical.com 
 Commercial support: [EMAIL PROTECTED] 


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com 



-- 
 Fernando Frota Machado de Morais
IR Team - Divisao de Redes de Comunicacao
Centro de Computacao
Universidade Federal de Minas Gerais
Brasil
Tel. +55(31)3409.4007  Fax. +55(31)3409.4004
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Community help: 

Re: [rt-users] question about the RT email account

[John BORIS]

did you run newaliases after you setup the aliases file?

The web address http://localhost assumes that rt is set as the
DocumentRoot.

http://localhost/rt assumes that rt resides at /rt off of DocumentRoot.

This is set in httpd.conf. It is all based on how you setup your http
server.

 Nelson Pereira [EMAIL PROTECTED] 03/27/08 4:08 PM 
I have setup my /etc/aliases like so for RT:

 

rt3test1: |/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url http://localhost/rt;

 

so do I have to setup a user account on the NIX box with rt3test1 ?

 

as when users send emails to [EMAIL PROTECTED], they get an error
back saying:

Your message did not reach some or all of the intended recipients.

  Subject: test

  Sent: 3/27/2008 5:02 PM

The following recipient(s) could not be reached:

  [EMAIL PROTECTED] on 3/27/2008 5:02 PM

The e-mail system was unable to deliver the message, but did
not report a specific reason.  Check the address and try again.  If it
still fails, contact your system administrator.

 mailgate-outbound.protus.com #5.0.0 X-Spam-Firewall; Name
service error for name=protusrt.comtype=A: Host not found

 

And what about this URL?  To get to the RT panel, the url is actulaty 
http://localhost http://localhost/    There is no /rt

Does that make a difference?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
http://www.myfax.com/referral_program.asp  

  http://www.myfax.com 

 


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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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Re: [rt-users] Fw: Moving RT to another Server

[John BORIS]

James,

I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:

VirtualHost 172.31.6.213
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED] 
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi  .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
IfModule !mod_fastcgi.c
AddHandler fcgid-script fcg fcgi fpl
/IfModule

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
/VirtualHost

I get the Almost there page but the html is messed up because I get
this at the start of the page:

 /Elements/Header, Title=loc(RT at a glance), Refresh =
$session{'home_refresh_interval'} 

I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.

So I still have something misconfigured. 

Since this is a New installation I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 [EMAIL PROTECTED] 3/14/2008 2:43:36 PM 

John - don't worry about the Apache warning about the module for now.  
You
also didn't make the necessary changes.  You put some in, left others
out,
then left the old mod_perl stuff in place.  Also, you didn't adjust
the
paths in the configs I sent you.  Note that my path only had /opt/rt,
not
/opt/rt3.  As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there. 
To
double-check that the fcgi module isn't compiled into Apache (it
shouldn't
be if you installed via yum), just run the following command to see
what is
compiled in: httpd -l

Get rid of the 'Alias /rt3' statment, then replace the virtual host
stanza
with this:

VirtualHost 172.31.6.213
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED] 
ServerName rt.adphila.org
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi  .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
IfModule !mod_fastcgi.c
AddHandler fcgid-script fcg fcgi fpl
/IfModule

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
/VirtualHost



James Moseley




   
   
 John  BORIS 
   
 [EMAIL PROTECTED] 
   
 rg   
To 
   [EMAIL PROTECTED] 
   
 03/14/2008 01:03  
cc 
 PM
   
  
Subject 
   Re: [rt-users] Moving RT to
another 
   Server  
   
   
   
   
   
   
   
   
   
   
   
   
   




Nope. I still get the message.

Here is my httpd.conf where I made some changes.

Alias /rt3 /opt/rt3/share/html
VirtualHost 172.31.6.213
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED] 
ServerName rt.adphila.org

Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
TransferLog logs/rt_access_log
DirectoryIndex index.html index.htm index.shtml
ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/
Directory /opt/rt3/share/html
Options FollowSymLinks ExecCGI
AllowOverride None
/Directory

ErrorLog logs/rt_error_log
Location /
SetHandler perl-script

Re: [rt-users] Fw: Moving RT to another Server

[John BORIS]

I did set the RT_SiteConfig variable to my IP address. 
I am calling RT to http://172.31.6.213/

This server is multihomed. I have a limited budget here so any server
does more then single duty. Also the systems don't get much work.  My
trouble tickets have decreased over the years to about two or three a
day.

I did a call to http://172.31.6.213/rt/ 

and got an Internal Server error
This error comes when I restart the httpd daemon
BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.8/CGI/Fast.pm
line 22.
Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line
57.

And this one comes when I try to connect.
[Mon Mar 17 10:36:52 2008] [notice] mod_fcgid: process
/opt/rt3/bin/mason_handler.fcgi(29612) exit(communication error),
terminated by calling exit(), return code: 2




John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 [EMAIL PROTECTED] 3/17/2008 9:35:59 AM 
John, use the name of the new server (or whatever 172.31.6.213 resolves
to)
in RT_SiteConfig.  Also, any reason you are using a virtual host?

Lastly, I assume you are calling RT at the following URL:
http://172.31.6.213/rt/ 


James Moseley




   
   
 John  BORIS 
   
 [EMAIL PROTECTED] 
   
 rg   
To 
   [EMAIL PROTECTED] 
   
 03/17/2008 08:22  
cc 
 AMRT Users  
   
  
rt-users@lists.bestpractical.com, 
  
[EMAIL PROTECTED] 
   al.com 
   
  
Subject 
   Re: Fw: [rt-users] Moving RT to 
   
   another Server  
   
   
   
   
   
   
   
   
   
   
   
   
   




James,

I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:

VirtualHost 172.31.6.213
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin [EMAIL PROTECTED]
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi  .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
IfModule !mod_fastcgi.c
AddHandler fcgid-script fcg fcgi fpl
/IfModule

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
/VirtualHost

I get the Almost there page but the html is messed up because I get
this at the start of the page:

 /Elements/Header, Title=loc(RT at a glance), Refresh =
$session{'home_refresh_interval'} 

I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.

So I still have something misconfigured.

Since this is a New installation I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 [EMAIL PROTECTED] 3/14/2008 2:43:36 PM 

John - don't worry about the Apache warning about the module for now.
You
also didn't make the necessary changes.  You put some in, left others
out,
then left the old mod_perl stuff in place.  Also, you didn't adjust
the
paths in the configs I sent you.  Note that my path only had /opt/rt,
not
/opt/rt3.  As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there.
To
double-check that the fcgi module isn't compiled into Apache (it
shouldn't
be if you installed via yum), just run the following command to see
what is
compiled in: httpd -l

Get rid of the 'Alias /rt3' statment, then replace the virtual host
stanza
with this:

VirtualHost 172.31.6.213

[rt-users] Moving RT to another Server

[John BORIS]

I am part way finished moving a working RT-3.4.5 installation to a newer
server running MySQL 5, PHP 5 and Fedora 8. I tarred up the rt
installation and put it in the same place on the new server. I did a
mysqldump of the rt3 database and then ran that on the new server. The
running installation is using FastCGI which I can't get installed on the
newer server since the Apache source is not on the new server. So I
decided to use mod_perl. Looking at the Bok RT Essentials I think I have
it set right but now I got the Almost There page when I try to login.

The error logs show a missing favicon.ico file.

Here is my rt portion of my httpd.conf file:

VirtualHost myserverip
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin myemail
ServerName rt.adphila.org

Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
TransferLog logs/rt_access_log
DirectoryIndex index.html index.htm index.shtml
Directory /opt/rt3/share/html
Options FollowSymLinks ExecCGI
AllowOverride None
/Directory

ErrorLog logs/rt_error_log
Location /rt3
SetHandler perl-script
PerlHandler RT::Mason
/Location
/VirtualHost


Any pointers would be appreciated.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
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[rt-users] Apache::Test will not install

[John BORIS]

I am trying to install rt-3.4.5 and the fixdeps fails when it tries to
compile Apache::Test. This is on Fedora 8 with Perl v5.8.8 built for
i386-linux-thread-multi. Any hints on how to get that to compile.

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[rt-users] Possible Dumb Question concerning rights

[John BORIS]

Hi all,
Today a user was entering an Asset and couldn't change the value of one
of the fields in the asset. I went into the configuration and found the
field and then gave any privileged user the Authority to see the field
and modify the field. She also told me she created two blank tickets in
a Queue that she didn't have rights to.
So I guess I have my permissions screwed up.

My question is do I have to assign specific permissions to every field
on a ticket or asset?  The RT Essentials book really doesn't explain
user rights in a way that I can understand it. Is there an example
somewhere that shows how to assign rights to users?  

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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[rt-users] Some more information on RT and FASTcgi problem (was Gastcgi incomplete headers)

[John BORIS]

I am still looking into the error message in the rt error log:
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI: comm
with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (120
sec)
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
/opt/rt3/bin/mason_handler.fcgi
[Mon Jun 04 09:46:48 2007] [error] [client 172.31.6.95] FastCGI: comm
with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (120
sec)


I found somethng about increasing the timeout for fastcgi and that
didn't help. I then restarted the machine and I was able to connect to
my RT system and get the RT at a Glance page up. I then sent an email to
the system and the error below showed up. I have a script that assigns
owners based on the queue when the ticket arrives through rt-mailgate.
Here is the error.



[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: Number found where
operator expected at (eval 601) line 1, near Return 1
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: \t(Do you need to
predeclare Return?)
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: [Tue Jun  5 16:14:53
2007] [error]: Scrip 29 Prepare failed: syntax error at (eval 601) line
1, near Return 1
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: 
(/opt/rt3/lib/RT/Action/UserDefined.pm:65)


I looked at this scrip and it looks fine. The scrip is:

Custom condition: Blank
Custom action preparation code:  Return 1;
Custom action cleanup code: my $MyUser = thi;
my $QueueName = Bonner-Prendie::Thin-Client; 
return 1 unless $self-TicketObj-QueueObj-Name eq $QueueName; 
my $Actor = $self-TransactionObj-Creator; 
return 1 if $Actor == $RT::SystemUser-id; 
return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;
$RT::Logger-info(Auto assigning ticket #. $self-TicketObj-id . to
user $MyUser );
my ($status, $msg) = $self-TicketObj-SetOwner( $MyUser ); 
unless( $status ) {
  $RT::Logger-warning( Impossible to assign the ticket to $MyUser:
$msg );
return undef;
}
1;


I copied this scrip from the wiki since I am a bit Perl challenged.   I
did find one of my scrips had a colon : instead of a semmicolon ; in
the Custom action preparation Code block and I changed that but it
didn't help.

I am running Fedora Core 4 and mysql 4.11 with RT 3.4.5.

TIA


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
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[rt-users] Some more information on RT and FASTcgi problem (was Gastcgi incomplete headers)

[John BORIS]

I resolved this problem.   Operator error. I had the value Return 1;
instead of return 1;  That made a big difference. Now I hope that
resolved my other FastCGI problem.




I am still looking into the error message in the rt error log:
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI: comm
with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (120
sec)
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
/opt/rt3/bin/mason_handler.fcgi
[Mon Jun 04 09:46:48 2007] [error] [client 172.31.6.95] FastCGI: comm
with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (120
sec)


I found somethng about increasing the timeout for fastcgi and that
didn't help. I then restarted the machine and I was able to connect to
my RT system and get the RT at a Glance page up. I then sent an email to
the system and the error below showed up. I have a script that assigns
owners based on the queue when the ticket arrives through rt-mailgate.
Here is the error.



[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: Number found where
operator expected at (eval 601) line 1, near Return 1
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: \t(Do you need to
predeclare Return?)
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: [Tue Jun  5 16:14:53
2007] [error]: Scrip 29 Prepare failed: syntax error at (eval 601) line
1, near Return 1
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: 
(/opt/rt3/lib/RT/Action/UserDefined.pm:65)


I looked at this scrip and it looks fine. The scrip is:

Custom condition: Blank
Custom action preparation code:  Return 1;
Custom action cleanup code: my $MyUser = thi;
my $QueueName = Bonner-Prendie::Thin-Client; 
return 1 unless $self-TicketObj-QueueObj-Name eq $QueueName; 
my $Actor = $self-TransactionObj-Creator; 
return 1 if $Actor == $RT::SystemUser-id; 
return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;
$RT::Logger-info(Auto assigning ticket #. $self-TicketObj-id . to
user $MyUser );
my ($status, $msg) = $self-TicketObj-SetOwner( $MyUser ); 
unless( $status ) {
  $RT::Logger-warning( Impossible to assign the ticket to $MyUser:
$msg );
return undef;
}
1;


I copied this scrip from the wiki since I am a bit Perl challenged.   I
did find one of my scrips had a colon : instead of a semmicolon ; in
the Custom action preparation Code block and I changed that but it
didn't help.

I am running Fedora Core 4 and mysql 4.11 with RT 3.4.5.

TIA


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
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[rt-users] FastCGI Error * incomplete header

[John BORIS]

The other day my RT setup decided to stop working. My users were
complaining about Server Internal 500 errors. I looked through the logs
(rt_error, rt_access and my Apache logs) and saw a bunch of errors from
FastCGI. I searched through the mail list archive and found a lot of
messages just like mine which showed these errors:


[Mon Jun 04 11:30:14 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
/opt/rt3/bin/mason_handler.fcgi
[Mon Jun 04 14:26:42 2007] [error] [client 172.31.6.95] FastCGI: comm
with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (305
sec)
[Mon Jun 04 14:26:43 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
/opt/rt3/bin/mason_handler.fcgi
~


I set the idletimeout to 305 based on a reply from someone in the mail
archive. I also increased the processes to 15.   But none of this has
worked yet. I can't even get the login page to come up. When this fiasco
started I could at least get the login page up.  like I said this
started the other day and after I stopped the web server a few times
things went back to normal until this morning when a user tried to
login.

I am running Fedora Core 4 and mysql 4.11 with RT 3.4.5.


Anyone have a pointer on where to check things out?

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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[rt-users] Where is the Asset Tracker Wiki or site

[John BORIS]

Does anyone know where the asset Tracker Wiki or site is kept?

TIA




John J. Boris, Sr.
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Archdiocese of Philadelphia

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Re: [rt-users] Where is the Asset Tracker Wiki or site

[John BORIS]

I guess I should have been more specific. The regular wiki site has only
a link to the tarball. So you can't look up anything. I am trying to
find info on Bulk importing.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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 Matthew Keller [EMAIL PROTECTED] 05/29/07 12:49 PM 
On Tue, 2007-05-29 at 12:01 -0400, John BORIS wrote:
 Does anyone know where the asset Tracker Wiki or site is kept?

http://atwiki.chaka.net/ 

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[rt-users] Rtx-Shredder directory requirements

[John BORIS]

I just installed RTx-Shredder-0.06 from the source. There weren't any
errors during the install. I then logged into Rt and went to
Configuration-Tools-Shredder and I got this error:

RTx-Shredder extension needs directory to write dumps there. Please,
check that you have /opt/rt3/var/data/RTx-Shredder and it's writable for
your web server. 

So I looked and I had to create the directory 
/opt/rt3/var/data
and then
/opt/rt3/var/data/RTx-Shredder 

I went back into that link and I still get the same error. Just to make
sure I chmod 777 on that directory to see if I had the user wrong and
still get the error.

Do I have stop and start my web server for this to take effect?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103

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[rt-users] Anyone have a script to move RT Attachments into RTFM

[John BORIS]

I have been searching the Wiki and the archives but haven't found
anything. I would like to have Tickets that are sent to a certain queue
via email to automatically have the attachment that is in the request
added to RTFM. I haven't found anything like this and I am not sure it
can be done.
I have a cron job that generales reports each day and sends them to
users. I want to archive these in RTFM for now. In the past I have been
just making a copy of the report in a web directory but RTFM at least is
a bit easier to view the reports. 


TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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RE: [rt-users] Email problems - Association with Queue

[John BORIS]

Carlos,
You have to create the alias on the server in the mail aliases file.
Look up the man page for aliases for your flavor of UNIX and make those
changes. On Red hat it is in /etc/aliases. Then when you are finished
you have to run newaliases for it to take effect. I believe this is
spelled out in the rt-mailgate instructions.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 Carlos Silva [EMAIL PROTECTED] 02/22/07 9:35 AM 
Yes, I can. But there is a think that I'm still missing... 

Let's suppose I create, via the web interface, a Queue named Queue1.

From that moment, without any other config,  It's supposed for me to
receive
in rt the emails sent to [EMAIL PROTECTED] ???

It's not happening... 

Regards,
Carlos Silva





-Mensagem original-
De: Jan Korbel [mailto:[EMAIL PROTECTED] 
Enviada: quinta-feira, 22 de Fevereiro de 2007 13:56
Para: Carlos Silva
Cc: rt-users@lists.bestpractical.com 
Assunto: Re: [rt-users] Email problems - Association with Queue

You can create an email alias on mail server with destination address 
[EMAIL PROTECTED] or whatever you can.

J.

Carlos Silva wrote:
 
 
 Hi, I've followed the Wiki RHEL installguide,
 
  
 
 http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide 
 
  
 
 But. there is one thing I want to do and don't understand how!
 
  
 
 I have a server that's rt.mydomain.com, and other that is 
 mail.mydomain.com, that is the mail server of my domain.
 
  
 
 I want that mail that is sent to [EMAIL PROTECTED] 
 mailto:[EMAIL PROTECTED] in server mail.mydomain.com to be
linked 
 to the Helpdesk queue in rt.mydomain.com.
 
  
 
 How do I configure this? It seems very simple, but yet, I don't know
how 
 to do it in RT ...
 
  
 
 Best Regards,
 
 Carlos Bruno
 
  
 
  
 
  
 
 


 
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[rt-users] RT Wiki Problem

[John Boris]

Has something happened to the RT Wiki? 
http://wiki.bestpractical.com/index.cgi?

It looks like it is broke or hacked. I keep getting pages that have a
bunch of code and weird web links.
I clicked on the link for:
AddAdminCc and got this in the page that was returned:

Welcome to our website for you World of Warcraft Gold

And then a bunch of other nonsense.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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[rt-users] Trying to use RTFM

[John Boris]

I am not sure if this is the correct list. I have RT 3.4.5 installed and
RTFM-2.2.0RC2 installed. When I try to run make initdb I get this
error:


 make initdb
/usr/bin/perl -Ilib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database
--action schema --datadir etc --datafile etc/initialdata --dba rt_user
DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access
denied for user 'rt_user'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line 170
Failed to connect to dbi:mysql:;host=localhost as rt_user: Access
denied for user 'rt_user'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line 170.
...returned with error: 65280
make: *** [initdb] Error 255


Do I have to setup any Enviroemnnt variables? Ihave RTUSER and user set
to my mysql user.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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RE: [rt-users] Trying to use RTFM

[John Boris]

Thanks. I manually edited the lines that were complaining based on a
reply I just received and that worked. I thought I had it configured as
you write here but I guess I had something misconfigured. It is working
now. Thanks for the replies.


 Lamers, Dan [EMAIL PROTECTED] 06/09/06 2:00 PM 
Make sure that you set the user and password in MySql using this
command:
grant all on rtdb.* to [EMAIL PROTECTED] identified by 'wibble';
and make sure that your RT_SiteConfig.pm file matches the MySql

Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , 'wibble');
Set($DatabaseName , 'rtdb');

Dan

-Original Message-
From: [EMAIL PROTECTED] 
[mailto:[EMAIL PROTECTED] Behalf Of John
Boris
Sent: June 9, 2006 12:18 PM
To: rt-users@lists.bestpractical.com 
Subject: [rt-users] Trying to use RTFM


I am not sure if this is the correct list. I have RT 3.4.5 installed
and
RTFM-2.2.0RC2 installed. When I try to run make initdb I get this
error:


 make initdb
/usr/bin/perl -Ilib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database
--action schema --datadir etc --datafile etc/initialdata --dba rt_user
DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access
denied for user 'rt_user'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line 170
Failed to connect to dbi:mysql:;host=localhost as rt_user: Access
denied for user 'rt_user'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line 170.
...returned with error: 65280
make: *** [initdb] Error 255


Do I have to setup any Enviroemnnt variables? Ihave RTUSER and user
set
to my mysql user.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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[rt-users] Just a question about proper sequence of operations

[John Boris]

We are very new at using RT(3.4.5 on fedora Core 4) and I have a
question on actually how to handle things. When I receive a telephone
request (We are slowly moving away from that type of request) I enter it
into RT by creating a ticket in the proper Queue changing the requestor
from me to the person who placed the call.  this gets assigned to nobody
or to the person that is assigned the queue. When I work on the ticket I
take ownership of it and I want to send a reply to the requester about
the progress of the request. When I click on the Reply button and create
a reply do I click on the Update Ticket or Save changes. What I am
trying to do is to record my reply in RT and have RT send out the reply.
What I had to do was click on the Reply link that is in the original
message (not the reply link at the top of the Display where it says
Reply take resolve etc). Then the reply gets logged and an outgoing
email is sent.  I am not sure why there are two buttons on the screen
(Update Ticket and Save Changes). It is confusing.

I want to update the ticket but also notify the requestor.

TIA


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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[rt-users] Modify AutoReply script

[John Boris]

I want to create a Queue that will not generate an AutoReply when a
ticket is created. I am setting up a queue to log my backup summaries 
from my server pool. I don't need a reply back to a backup daemon. The
AutoReply scrip is a Global one and if I try to remove it I remove it
from the entire system. I want to add an option that will send an
AutoReply unless the queue is equal to Backup (My backup Queue).


TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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[rt-users] Allowing Unprivileged users change Personal Info

[John Boris]

I saw a partial answer to this in the archive but nothing else. I want
each user to be allowed to change their Name, Phone number, address etc.
Not their email. I tried the Modify Self right but that just gives them
access to change their password. Is there a way to do this without
getting into a privileged user. 

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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Re: [rt-users] Notifying a certain user when a ticket is created in a Queue

[John Boris]

Steve,
Thanks. I will look into that.  This is all new to me. I did get a
response about a Perl Module and I am in the process of trying to add
that. This option is a good learning tool for me to see what is involved
in creating templates and the other option is a learning tool for me to
add modules. I am looking for the easiest and cleanest way to do this so
lets see which idea pans out. I will probably have both available when I
get done.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!

 Stephen Turner [EMAIL PROTECTED] 05/11/06 9:40 AM 
At Wednesday 5/10/2006 05:01 PM, John  Boris wrote:
Can a scrip be written that will notify a set of users that a ticket
has
been created in a queue without assigning the ticket to that user or
making that person an AdminCc?  I don't want to send a bunch of
duplicate emails. I want the certain group of people to get notified
there is a ticket. I have a script that sets another users as the
AdminCc for all tickets that are created in the Queue.

I Hope that is clear.

TIA

John J. Boris, Sr.

John,

We have a kludgey way of doing this - we set up a queue template that 
starts with a CC: followed by the email addresses we want to notify. 
There must be a blank line between the CC header and the message 
body. Let's say this template is called 'OurCreateNotification'.

Then we set up a queue scrip that uses this template: 'On Create 
Notify Other Recipients using template OurCreateNotification'.

Steve




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[rt-users] Notifying a certain user when a ticket is created in a Queue

[John Boris]

Can a scrip be written that will notify a set of users that a ticket has
been created in a queue without assigning the ticket to that user or
making that person an AdminCc?  I don't want to send a bunch of
duplicate emails. I want the certain group of people to get notified
there is a ticket. I have a script that sets another users as the
AdminCc for all tickets that are created in the Queue.

I Hope that is clear.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!


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[rt-users] Which HTML::Format needed from CPAN for RTFM

[John Boris]

I am trying to install RTFM on Fedora Core 4  the instructions say to:

perl -MCPAN -e'install HTML::Format'

When I do that it replies it can't find it and to try

i /HTML::Format/

When I do that I get 14 responses 

cpan i /HTML::Format/
Module  HTML::FormatData
(E/EF/EFOLLEY/HTML-FormatData-0.10.tar.gz)
Module  HTML::FormatNroff (F/FJ/FJH/FormatNroff-0.11.tar.gz)
Module  HTML::FormatNroffSub
(F/FJ/FJH/FormatNroff-0.11.tar.gz)
Module  HTML::FormatPS  (S/SB/SBURKE/HTML-Format-2.04.tar.gz)
Module  HTML::FormatRTF (S/SB/SBURKE/HTML-Format-2.04.tar.gz)
Module  HTML::FormatTable (F/FJ/FJH/FormatNroff-0.11.tar.gz)
Module  HTML::FormatTableCell
(F/FJ/FJH/FormatNroff-0.11.tar.gz)
Module  HTML::FormatTableCellNroff
(F/FJ/FJH/FormatNroff-0.11.tar.gz)
Module  HTML::FormatTableNroff
(F/FJ/FJH/FormatNroff-0.11.tar.gz)
Module  HTML::FormatTableRow
(F/FJ/FJH/FormatNroff-0.11.tar.gz)
Module  HTML::FormatTableRowNroff
(F/FJ/FJH/FormatNroff-0.11.tar.gz)
Module  HTML::FormatText (S/SB/SBURKE/HTML-Format-2.04.tar.gz)
Module  HTML::FormatText::WithLinks
(S/ST/STRUAN/HTML-FormatText-WithLinks-0.06.tar.gz)
Module  HTML::Formatter (S/SB/SBURKE/HTML-Format-2.04.tar.gz)
14 items found


Which one is needed or all they all needed?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!


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