[rt-users] All of a sudden: Odd number of elements

[Patrick G. Stoesser]

Hello there,

I'm running RT 4.2.8 (deb-pakets) on a Jessie Debian. RT runs without 
problems since long time. Now, all of a sudden, the cronjob which calls 
rt-crontool causes Odd number of elements, for every queue in RT. The 
exact error message is


Odd number of elements in anonymous hash at 
/usr/share/request-tracker4/lib/RT/Config.pm line 1314.
Odd number of elements in hash assignment at 
/usr/share/request-tracker4/lib/RT/Config.pm line 1315.
Odd number of elements in anonymous hash at 
/usr/share/request-tracker4/lib/RT/Config.pm line 1314.
Odd number of elements in hash assignment at 
/usr/share/request-tracker4/lib/RT/Config.pm line 1315.


This error comes up everytime on every queue.
Nothing was changed in the server or RT config. The corresponding lines 
in Config.pm do not give me any idea. Has anyone a clue how I can fix 
this error?


Kind regards, Patrick

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

Re: [rt-users] Plugin JSGantt causes CSRF on automatically reload

[Patrick G. Stoesser]

Pardon me, accidentially threadnapping!

Am 23.11.2016 um 10:56 schrieb Patrick G. Stoesser:

Hello there,

on my working Debian Jessie RT I'm using the JSGantt Plugin which also

> [...]
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Plugin JSGantt causes CSRF on automatically reload

[Patrick G. Stoesser]

Hello there,

on my working Debian Jessie RT I'm using the JSGantt Plugin which also
workes fine except causing a Possible cross-site request forgery on
automatic reload.

Generally, CSRF occuring were eliminated at the beginning of the
installation several months ago by setting

# Webdomain override
Set($WebDomain, '172.18.200.41');
Set($WebPort, 443);
Set($WebPath , "/rt");
Set($WebBaseURL , "https://172.18.200.41;);

and today I added

# Cross-site forgery verhindern
Set(@ReferrerWhitelist, qw(172.18.200.41:443 127.0.0.1:443));

When you call Gantt Chart, everything is fine. Now I have set

#Refresh global
Set($HomePageRefreshInterval, "900");.
Set($SearchResultsRefreshInterval, "60");

so the Gantt Chart is reloaded automatically. And by the first reload
ist causes the CSRF. Then, when you resume the request manually, all
following automatically reloads work without problems.

The error message complains about a missing referrer:

> Possible cross-site request forgery
>
> RT has detected a possible cross-site request forgery for this
> request, because your browser did not supply a Referrer header. A
> malicious attacker may be trying to modify or access a search on your
> behalf. If you did not initiate this request, then you should alert
> your security team.
>
> If you really intended to visit /rt/Search/JSGantt.html and modify or
> access a search, then click here to resume your request.


After you called Gantt Chart, the URL is



and after you resumed the reload request, the URL is



I helped myself by disabling Set($SearchResultsRefreshInterval, "60"); 
since noone uses it, but maybe anyway anyone has an advice?


Kind regards, Patrick
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Plugin JSGantt causes CSRF on automatically reload

[Patrick G. Stoesser]

Hello there,

on my working Debian Jessie RT I'm using the JSGantt Plugin which also
workes fine except causing a Possible cross-site request forgery on
automatic reload.

Generally, CSRF occuring were eliminated at the beginning of the
installation several months ago by setting

# Webdomain override
Set($WebDomain, '172.18.200.41');
Set($WebPort, 443);
Set($WebPath , "/rt");
Set($WebBaseURL , "https://172.18.200.41;);

and today I added

# Cross-site forgery verhindern
Set(@ReferrerWhitelist, qw(172.18.200.41:443 127.0.0.1:443));

When you call Gantt Chart, everything is fine. Now I have set

#Refresh global
Set($HomePageRefreshInterval, "900");.
Set($SearchResultsRefreshInterval, "60");

so the Gantt Chart is reloaded automatically. And by the first reload
ist causes the CSRF. Then, when you resume the request manually, all
following automatically reloads work without problems.

The error message complains about a missing referrer:


Possible cross-site request forgery

RT has detected a possible cross-site request forgery for this
request, because your browser did not supply a Referrer header. A
malicious attacker may be trying to modify or access a search on your
behalf. If you did not initiate this request, then you should alert
your security team.

If you really intended to visit /rt/Search/JSGantt.html and modify or
access a search, then click here to resume your request.



After you called Gantt Chart, the URL is



and after you resumed the reload request, the URL is



I helped myself by disabling Set($SearchResultsRefreshInterval, "60"); 
since noone uses it, but maybe anyway anyone has an advice?


Kind regards, Patrick
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] RESOLVED: Plugins stopped working [was: Plugin(s) stopped working (long)]

[Patrick G. Stoesser]

Final update:

I now upgraded again to 1.01, and the inline images are displayed. No 
more error messages in the logfile.


One thing though:

The documentation of Calendar says

**
Edit your /opt/rt4/etc/RT_SiteConfig.pm

If you are using RT 4.2 or greater, add this line:

Plugin('RTx::Calendar');

For RT 4.0, add this line:

Set(@Plugins, qw(RTx::Calendar));

or add RTx::Calendar to your existing @Plugins line.
**

I read this in this way:

If you're using 4.2 or greater, add Plugin('RTx::Calendar');
If you're using 4.0, add Set(@Plugins, qw(RTx::Calendar)); or add 
RTx::Calendar to your existing @Plugins line.


which did of course not work (I tried nevertheless). I think it's meant like

If you're using 4.2 or greater, add Plugin('RTx::Calendar'); or add 
RTx::Calendar to your existing @Plugins line.
If you're using 4.0, add Set(@Plugins, qw(RTx::Calendar)); or add 
RTx::Calendar to your existing @Plugins line.


Regards, Patrick


Am 22.11.2016 um 16:42 schrieb Patrick G. Stoesser:

Update:

I now made research from bottom to top and found out that all files
under /usr/local/share/request-tracker4/plugins were root:staff and 0775
- except RTx-Calendar, which was 0444. I chmoded to 0775 and heureka!
Calendar is displayed. What a...

What still does not work: The inline images of calendar aren't
displayed. I'll keep at it.
-
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] Plugin(s) stopped working (long)

[Patrick G. Stoesser]

Update:

I now made research from bottom to top and found out that all files 
under /usr/local/share/request-tracker4/plugins were root:staff and 0775 
- except RTx-Calendar, which was 0444. I chmoded to 0775 and heureka! 
Calendar is displayed. What a...


What still does not work: The inline images of calendar aren't 
displayed. I'll keep at it.

-
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] Plugin(s) stopped working (long)

[Patrick G. Stoesser]

Update: I now replaced 1.01 with 0.07 (since this one is slightly 
diferent in configuration). Still getting



[1260] [Tue Nov 22 15:28:51 2016] [error]: could not find component for path 
'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


Regards, Patrick

Am 22.11.2016 um 14:11 schrieb Patrick G. Stoesser:

Update: I remembered that I installed JSGantt and Calendar via aptitude
and the other plugins via Makefile.PL, make, make install. So I now
decided to deinstall everything and reinstall all plugins by one method
via Makefile.PL, make, make install.
My "double directory structure" is now no more existant, all plugins
installed in /usr/local/share/request-tracker4/plugins.

Still, calendar does not work, although with less error messages:


[13961] [Tue Nov 22 13:06:04 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


Any hints welcome.

Regards, Patrick



Am 21.11.2016 um 17:17 schrieb Patrick G. Stoesser:

Hello everybody,

strange things happen on my RT. I'm running RT 4.2.8 on an Debian Jessie
installed via the Debian packages.

I started adding plugins long time ago:

# Plugins
Set(@Plugins,(qw(
RT::Extension::EscalationDates
RT::Extension::TimeWorkedReport
RT::Extension::TicketLocking
RT::Extension::AnnounceSimple
RT::Extension::JSGantt
RTx::Calendar
)));

all installed via perl Makefile.PL, make, make install, configured,
cleaned cache, restarted Apache. All worked so far.



A few days ago, suddenly the small images in the calendar weren't
displayed anymore. I could not find any error, and nothing had been
changed on the server.
Even debug logging did not give me any hint. So I "reinstalled" the
calendar plugin (perl Makefile.PL, make, make install), cleaned cache,
restarted Apache. After that, in place of the calendar there was "An
internal RT error has occurred. Your administrator can find more details
in RT's log files."

All right, and there we go:




[28078] [...] [error]: could not find component for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28640] [Mon Nov 21 15:32:58 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28641] [Mon Nov 21 15:43:51 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


I understand that some component can not be found but I don't have any
idea what, why and where.

All right, and now I discovered that JSGantt also does not work anymore.

What still works: Ticket locking, Time worked report, Escalation dates,
Announce Simple.

Now I installed another plugin, RT::Extension::BriefHistory, and that
one also does not work.

I know that under Debian the paths may differ, but in my opinion
everything should be allright there (it worked...). Here's some output
from /rt/Admin/Tools/Configuration.html:

*Plugins*
[
  'RT::Extension::EscalationDates',
  'RT::Extension::TimeWorkedReport',
  'RT::Extension::TicketLocking',
  'RT::Extension::AnnounceSimple',
  'RT::Extension::JSGantt',
  'RT::Extension::BriefHistory'
]


*Mason template search order*
/usr/local/share/request-tracker4/html
/usr/local/share/request-tracker4/plugins/RT-Extension-EscalationDates/html

/usr/local/share/request-tracker4/plugins/RT-Extension-TimeWorkedReport/html


/usr/local/share/request-tracker4/plugins/RT-Extension-TicketLocking/html
/usr/local/share/request

Re: [rt-users] Plugin(s) stopped working (long)

[Patrick G. Stoesser]

Update: I remembered that I installed JSGantt and Calendar via aptitude 
and the other plugins via Makefile.PL, make, make install. So I now 
decided to deinstall everything and reinstall all plugins by one method 
via Makefile.PL, make, make install.
My "double directory structure" is now no more existant, all plugins 
installed in /usr/local/share/request-tracker4/plugins.


Still, calendar does not work, although with less error messages:


[13961] [Tue Nov 22 13:06:04 2016] [error]: could not find component for path 
'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


Any hints welcome.

Regards, Patrick



Am 21.11.2016 um 17:17 schrieb Patrick G. Stoesser:

Hello everybody,

strange things happen on my RT. I'm running RT 4.2.8 on an Debian Jessie
installed via the Debian packages.

I started adding plugins long time ago:

# Plugins
Set(@Plugins,(qw(
RT::Extension::EscalationDates
RT::Extension::TimeWorkedReport
RT::Extension::TicketLocking
RT::Extension::AnnounceSimple
RT::Extension::JSGantt
RTx::Calendar
)));

all installed via perl Makefile.PL, make, make install, configured,
cleaned cache, restarted Apache. All worked so far.



A few days ago, suddenly the small images in the calendar weren't
displayed anymore. I could not find any error, and nothing had been
changed on the server.
Even debug logging did not give me any hint. So I "reinstalled" the
calendar plugin (perl Makefile.PL, make, make install), cleaned cache,
restarted Apache. After that, in place of the calendar there was "An
internal RT error has occurred. Your administrator can find more details
in RT's log files."

All right, and there we go:




[28078] [...] [error]: could not find component for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28640] [Mon Nov 21 15:32:58 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28641] [Mon Nov 21 15:43:51 2016] [error]: could not find component
for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53]
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


I understand that some component can not be found but I don't have any
idea what, why and where.

All right, and now I discovered that JSGantt also does not work anymore.

What still works: Ticket locking, Time worked report, Escalation dates,
Announce Simple.

Now I installed another plugin, RT::Extension::BriefHistory, and that
one also does not work.

I know that under Debian the paths may differ, but in my opinion
everything should be allright there (it worked...). Here's some output
from /rt/Admin/Tools/Configuration.html:

*Plugins*
[
  'RT::Extension::EscalationDates',
  'RT::Extension::TimeWorkedReport',
  'RT::Extension::TicketLocking',
  'RT::Extension::AnnounceSimple',
  'RT::Extension::JSGantt',
  'RT::Extension::BriefHistory'
]


*Mason template search order*
/usr/local/share/request-tracker4/html
/usr/local/share/request-tracker4/plugins/RT-Extension-EscalationDates/html
/usr/local/share/request-tracker4/plugins/RT-Extension-TimeWorkedReport/html

/usr/local/share/request-tracker4/plugins/RT-Extension-TicketLocking/html
/usr/local/share/request-tracker4/plugins/RT-Extension-AnnounceSimple/html
/usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/html
/usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/html
/usr/share/request-tracker4/html

*Static file search order*
/usr/local/share/request-tracker4/static
/usr/share/request-tracker4/static

*Loaded config files*
/etc/request-tracker4/RT_SiteConfig.pm
/usr/share/request-tracker4/etc/RT_Config.pm
/usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/etc/BriefHistory_Config.pm


*RT core variables*
RT::BasePath /usr/share/request-tracker4
RT::BinPath /us

[rt-users] Plugin(s) stopped working (long)

[Patrick G. Stoesser]

Hello everybody,

strange things happen on my RT. I'm running RT 4.2.8 on an Debian Jessie 
installed via the Debian packages.


I started adding plugins long time ago:

# Plugins
Set(@Plugins,(qw(
RT::Extension::EscalationDates
RT::Extension::TimeWorkedReport
RT::Extension::TicketLocking
RT::Extension::AnnounceSimple
RT::Extension::JSGantt
RTx::Calendar
)));

all installed via perl Makefile.PL, make, make install, configured, 
cleaned cache, restarted Apache. All worked so far.




A few days ago, suddenly the small images in the calendar weren't 
displayed anymore. I could not find any error, and nothing had been 
changed on the server.
Even debug logging did not give me any hint. So I "reinstalled" the 
calendar plugin (perl Makefile.PL, make, make install), cleaned cache, 
restarted Apache. After that, in place of the calendar there was "An 
internal RT error has occurred. Your administrator can find more details 
in RT's log files."


All right, and there we go:




[28078] [...] [error]: could not find component for path 'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28640] [Mon Nov 21 15:32:58 2016] [error]: could not find component for path 
'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)
[28641] [Mon Nov 21 15:43:51 2016] [error]: could not find component for path 
'MyCalendar'

Stack:
  [/usr/share/request-tracker4/html/Elements/MyRT:95]
  [/usr/share/request-tracker4/html/index.html:78]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:681]
  [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:369]
  [/usr/share/request-tracker4/html/autohandler:53] 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


I understand that some component can not be found but I don't have any 
idea what, why and where.


All right, and now I discovered that JSGantt also does not work anymore.

What still works: Ticket locking, Time worked report, Escalation dates, 
Announce Simple.


Now I installed another plugin, RT::Extension::BriefHistory, and that 
one also does not work.


I know that under Debian the paths may differ, but in my opinion 
everything should be allright there (it worked...). Here's some output 
from /rt/Admin/Tools/Configuration.html:


*Plugins*
[
  'RT::Extension::EscalationDates',
  'RT::Extension::TimeWorkedReport',
  'RT::Extension::TicketLocking',
  'RT::Extension::AnnounceSimple',
  'RT::Extension::JSGantt',
  'RT::Extension::BriefHistory'
]


*Mason template search order*
/usr/local/share/request-tracker4/html
/usr/local/share/request-tracker4/plugins/RT-Extension-EscalationDates/html
/usr/local/share/request-tracker4/plugins/RT-Extension-TimeWorkedReport/html
/usr/local/share/request-tracker4/plugins/RT-Extension-TicketLocking/html
/usr/local/share/request-tracker4/plugins/RT-Extension-AnnounceSimple/html
/usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/html
/usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/html
/usr/share/request-tracker4/html

*Static file search order*
/usr/local/share/request-tracker4/static
/usr/share/request-tracker4/static

*Loaded config files*
/etc/request-tracker4/RT_SiteConfig.pm
/usr/share/request-tracker4/etc/RT_Config.pm
/usr/local/share/request-tracker4/plugins/RT-Extension-BriefHistory/etc/BriefHistory_Config.pm

*RT core variables*
RT::BasePath/usr/share/request-tracker4
RT::BinPath /usr/bin
RT::EtcPath /usr/share/request-tracker4/etc
RT::FontPath/usr/share/request-tracker4/fonts
RT::LexiconPath /usr/share/request-tracker4/po
RT::LocalEtcPath/etc/request-tracker4
RT::LocalLexiconPath/usr/local/share/request-tracker4/po
RT::LocalLibPath/usr/local/share/request-tracker4/lib
RT::LocalPath   /usr/local/share/request-tracker4
RT::LocalPluginPath /usr/local/share/request-tracker4/plugins
RT::LocalStaticPath /usr/local/share/request-tracker4/static
RT::MAJOR_VERSION   4
RT::MINOR_VERSION   2
RT::MasonComponentRoot  /usr/share/request-tracker4/html
RT::MasonDataDir/var/cache/request-tracker4/mason_data
RT::MasonLocalComponentRoot /usr/local/share/request-tracker4/html
RT::MasonSessionDir /var/cache/request-tracker4/session_data
RT::PluginPath  /usr/share/request-tracker4/plugins
RT::REVISION8
RT::SbinPath/usr/sbin
RT::StaticPath  

Re: [rt-users] Suddenly, replys to existing tickets open new tickets

[Patrick G. Stoesser]

Hello,

partly resolved.

The issue "Impossible to assign the ticket..." came from a scrip "Auto 
set Owner" on create.


It was

|   # get actor ID
|   my $Actor = $self->TransactionObj->Creator;
|
|   # if actor is RT_SystemUser then get out of here
|   return 1 if $Actor == $RT::SystemUser->id;
|
|   # get out unless ticket owner is nobody
|   return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
|
|   # ok, try to change owner
|   $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to 
user #". $Actor );

|   my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
|   unless( $status ) {
| $RT::Logger->error( "Impossible to assign the ticket to $Actor: 
$msg" );

| return undef;
|   }
|   return 1;

and the error was triggered. It needed

|   return 1 unless $self->TransactionObj->CreatorObj->Privileged;

to get out if the owner is unprivileged.

It worked without that earlier. Anyway.



The main problem had nothing to do with that. Trial and error, I 
discovered that when removing the subject mark for a queue, replys to 
existing tickets were merged into the ticket.

When the subjet mark was set after that, it worked also.

So: The subject tag removal fixed the error, but re-adding the subject 
tag did not re-add the error.




Regards, pgs



Am 16.12.2015 um 18:57 schrieb Patrick G. Stoesser:

Hello everybody,

suddenly, when someone replys to an existing ticket, the reply opens a
new ticket instead of merging the reply.

A few days ago, this worked perfectly.

I already googled, and checked differernt things, but as I did not had
changed anything, I don't know what I could do.

In my logfiles, I discovered

Dec 16 18:47:50 rt RT: [19265] Impossible to assign the ticket to 6223:
That user may not own tickets in that queue
Dec 16 18:47:50 rt RT: [19265] Rollback and commit are mixed while
escaping nested transaction at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 845.

No rights were changed, though. It seems like RT cannot assign the
ticket to an ad hoc user (here: 6223, although this user cannot be found
in RT). This user number is increased with every ticket.

Does anyone have a clue where I could start my error search?

Any help is appreciated.


Thanks in advance and regards, Patrick

Re: [rt-users] Suddenly, replys to existing tickets open new tickets

[Patrick G. Stoesser]

And: My thread here was not intended as a reply to Daniel Schwagers 
message. Unfortunately, I did not compose a new message  from scratch... 
Sorry for that.


mfg, pgs

Am 16.12.2015 um 21:16 schrieb Patrick G. Stoesser:

Hello,

partly resolved.

The issue "Impossible to assign the ticket..." came from a scrip "Auto
set Owner" on create.

It was

|   # get actor ID
|   my $Actor = $self->TransactionObj->Creator;
|
|   # if actor is RT_SystemUser then get out of here
|   return 1 if $Actor == $RT::SystemUser->id;
|
|   # get out unless ticket owner is nobody
|   return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
|
|   # ok, try to change owner
|   $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to
user #". $Actor );
|   my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
|   unless( $status ) {
| $RT::Logger->error( "Impossible to assign the ticket to $Actor:
$msg" );
| return undef;
|   }
|   return 1;

and the error was triggered. It needed

|   return 1 unless $self->TransactionObj->CreatorObj->Privileged;

to get out if the owner is unprivileged.

It worked without that earlier. Anyway.



The main problem had nothing to do with that. Trial and error, I
discovered that when removing the subject mark for a queue, replys to
existing tickets were merged into the ticket.
When the subjet mark was set after that, it worked also.

So: The subject tag removal fixed the error, but re-adding the subject
tag did not re-add the error.



Regards, pgs



Am 16.12.2015 um 18:57 schrieb Patrick G. Stoesser:

Hello everybody,

suddenly, when someone replys to an existing ticket, the reply opens a
new ticket instead of merging the reply.

A few days ago, this worked perfectly.

I already googled, and checked differernt things, but as I did not had
changed anything, I don't know what I could do.

In my logfiles, I discovered

Dec 16 18:47:50 rt RT: [19265] Impossible to assign the ticket to 6223:
That user may not own tickets in that queue
Dec 16 18:47:50 rt RT: [19265] Rollback and commit are mixed while
escaping nested transaction at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 845.

No rights were changed, though. It seems like RT cannot assign the
ticket to an ad hoc user (here: 6223, although this user cannot be found
in RT). This user number is increased with every ticket.

Does anyone have a clue where I could start my error search?

Any help is appreciated.


Thanks in advance and regards, Patrick

[rt-users] Suddenly, replys to existing tickets open new tickets

[Patrick G. Stoesser]

Hello everybody,

suddenly, when someone replys to an existing ticket, the reply opens a 
new ticket instead of merging the reply.


A few days ago, this worked perfectly.

I already googled, and checked differernt things, but as I did not had 
changed anything, I don't know what I could do.


In my logfiles, I discovered

Dec 16 18:47:50 rt RT: [19265] Impossible to assign the ticket to 6223: 
That user may not own tickets in that queue
Dec 16 18:47:50 rt RT: [19265] Rollback and commit are mixed while 
escaping nested transaction at 
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 845.


No rights were changed, though. It seems like RT cannot assign the 
ticket to an ad hoc user (here: 6223, although this user cannot be found 
in RT). This user number is increased with every ticket.


Does anyone have a clue where I could start my error search?

Any help is appreciated.


Thanks in advance and regards, Patrick

Re: [rt-users] Problem with Callback / NewTicketsAlert

[Patrick G. Stoesser]

Am 25.04.2014 19:56, schrieb Kevin Falcone:

On Fri, Apr 25, 2014 at 05:08:58PM +0200, Patrick G. Stoesser wrote:

I have a problem with callbacks, especially NewTicketsAlert.


It appears your problem is with the code in NewTicketsAlert, not with
callbacks in general.

[...]

My assumption is that you copied and pasted, leaving blank spaces at
the beginning of the line which makes it invalid mason code.



Kevin, thank you. Indeed that was the error. Memorized for the future.

Regards, Patrick

--
RT Training - Dallas May 20-21
http://bestpractical.com/training

[rt-users] Problem with Callback / NewTicketsAlert

[Patrick G. Stoesser]

Hello everybody,

I have a problem with callbacks, especially NewTicketsAlert.

I put the callback code as described in 
http://requesttracker.wikia.com/wiki/NewTicketsAlert in my local 
directory (Debian), which is 
/usr/local/share/request-tracker4/html/Callbacks/NewTicketsAlert/Elements/MyRT 
and there the file is named BeforeTable.


After reloading /clearing the cache, an internal error is displayed on 
the My RT page. The log says:


[Fri Apr 25 14:49:11 2014] [error]: Error during compilation of 
/usr/local/share/request-tracker4/html/Callbacks/NewTicketsAlert/Elements/MyRT/BeforeTable:


Global symbol $ticket requires explicit package name at 
/usr/local/share/request-tracker4/html/Callbacks/NewTicketsAlert/Elements/MyRT/BeforeTable 
line 7.


Global symbol $ticket requires explicit package name at 
/usr/local/share/request-tracker4/html/Callbacks/NewTicketsAlert/Elements/MyRT/BeforeTable 
line 7.


Global symbol $ticket requires explicit package name at 
/usr/local/share/request-tracker4/html/Callbacks/NewTicketsAlert/Elements/MyRT/BeforeTable 
line 7.


syntax error at 
/usr/local/share/request-tracker4/html/Callbacks/NewTicketsAlert/Elements/MyRT/BeforeTable 
line 15, near },


Missing right curly or square bracket at 
/usr/local/share/request-tracker4/html/Callbacks/NewTicketsAlert/Elements/MyRT/BeforeTable 
line 19, at end of line 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


Does anyone know how to handle that? I don't see any syntax error I 
could correct. Any help appreciated.


Regards, Patrick
--
RT Training - Dallas May 20-21
http://bestpractical.com/training

[rt-users] Modifying Update.html?

[Patrick G. Stoesser]

Hello there,

I'm stuck trying to customize RT.

Normally, when updating a ticket with a response 
(Update.html?Action=Respond), the test input field is red. This is a 
warning for the user that the response will be sent out to the customer 
(unlike when just commenting).


Now what I want to do is to display an explicit warning like Caution! 
This message will be sent to the customer to be displayed above the 
text input filed. So, I need to modify update.html, using the local 
directory.


My Problem: I just can't figure where I need to put my warning message 
code. Does anyone has an idea?


Thanks in advance and kind regards, Patrick

[rt-users] [SOLVED] Customizing via local dir does not work

[Patrick G. Stoesser]

Hello again,

dumb mistake: the rights were not set correct (why?). After setting the 
rights in my local dir accordingly to the original dir, it worked.


Regards, Patrick

Am 19.04.2013 17:20, schrieb Patrick G. Stoesser:

Hello,

I'm running a RT4 (Debian package) on Debian squeeze, everything fine so
far. At the moment, I'm doing customizings.

I'm playing around with the redirect when abort-issue mentioned in
5168069a.2080...@pgs-info.de. So I'm trying with modifying
Display.html. To do so, I copied the original file

/usr/share/request-tracker4/html/Ticket/Display.html

to

/usr/local/share/request-tracker4/html/Ticket/Display.html

After cleaning the mason cache and restarting Apache, the changes do not
work. If I'm putting my modifictaion in the original file, it works -
but I don't want to poke around in an original file.

Anyone any clue what the problem could be?

Thanks in advance and kind regards, Patrick

[rt-users] [SOLVED] Redirect when no access / no rights?

[Patrick G. Stoesser]

Hello,

this modification works for me: In

RTLOCAL/html/Ticket/Display.html, around line 180,

change

# XXX: we shouldn't block actions here if user has no right to see the
# ticket,
# but we should allow him to see actions he has done
unless ($TicketObj-CurrentUserHasRight('ShowTicket')) {
Abort(No permission to view ticket);
}

to

# XXX: we shouldn't block actions here if user has no right to see the
# ticket,
# but we should allow him to see actions he has done
unless ($TicketObj-CurrentUserHasRight('ShowTicket')) {
# begin mod redirect when no permission 
#   Abort(No permission to view ticket);
RT::Interface::Web::Redirect(RT-Config-Get('WebURL').'index.html');
## end mod redirect when no permission #
}


From now on, when a user has no right to see a ticket, he will be 
immediately redirected to index.html (RT at a glance).


Possible drawback of my solution: The user does not get an explicit 
error message (No permission to view ticket) anymore.
A possible solution could be to give out the error status and redirect 
after one or two seconds to index.html.


Kind regards,Patrick



Am 12.04.2013 15:05, schrieb Patrick G. Stoesser:

Hello,

as described in 514c70f2.1040...@pgs-info.de, I run two queues,
Level1 and Level2. My Level2 users now have a custom status
returned. When chosing this status for a ticket, the ticket will
change the queue to Level1, will be set to unowned and escalations
will be reset to the beginning. This whole thing works fine.

The only thing: As soon as the tickets' level is set to returned
and so the queue has changed, the user gets an error site: No
permission to view ticket

Which is correct, because the ticket has left his queue.

Is it possible to redirect the user to his RT at a glance site in
this case? Yes, it's jaust a click, but a displayed error may be
disturbing for the user, especially when he did nothing wrong.

Thanks in advence, Patrick

[rt-users] Odd number of elements...

[Patrick G. Stoesser]

Hello,

when restarting Apache I get the mistakes

Restarting web server: apache2
Odd number of elements in anonymous hash at 
/usr/share/request-tracker4/lib/RT/Config.pm line 1072.
Odd number of elements in hash assignment at 
/usr/share/request-tracker4/lib/RT/Config.pm line 1073.

 ... waiting .
Odd number of elements in anonymous hash at 
/usr/share/request-tracker4/lib/RT/Config.pm line 1072.
Odd number of elements in hash assignment at 
/usr/share/request-tracker4/lib/RT/Config.pm line 1073.


According to the wiki etc. the error should be in my
 [...] config file. Somewhere you set a hash option
 (key-value pairs), but misses key or value and number of elements in
 assignment is odd

But I just can't find the error. I even commented out one setting after 
another to try it out, but that didn't work either. I also made, as 
recommended, all changes via /RT_SiteConfig.d and not in the original 
RT_SiteConfig.pm.


I'm running RT4 on Debian Squeeze (backports) without an upgrade from an 
earlier 3.8.


My custom changes are (*=anonymized):

 GENERAL ###
#Organisation
Set($rtname, '');

Set($LogToSysLog, '');  #disable syslog
Set($LogToFile, 'debug');   #alles loggen
Set($LogDir, '/var/log/request-tracker4');  #pfad
Set($LogToFileNamed, 'rt4.log');#dateiname

# Email Loops verhindern
Set($RTAddressRegexp, 
'^(rt\@\.de|rt-comment\@\.de|sysadmin\@\.de)$');


# Webdomain override
Set($WebDomain, '***.***.***.***');
Set($WebPort, 443);
Set($WebPath , /rt);
Set($WebBaseURL , https://***.***.***.***;);

# auto-create users for unknown incoming mails
Set($AutoCreate, {Privileged = 0});

#Disable GnuPG
Set($GnuPG, {'Enable' = 0});

#Default Theme
Set($WebDefaultStylesheet, 'web2');

#Passwortlänge
Set($MinimumPasswordLength, 8);

#Sort Order
Set($OldestTransactionsFirst, 0);

#Volltextsuche
Set(%FullTextSearch, Enable  = 1, Indexed = 0,);


 CUSTOM STATUS #
[...]

 PLUGINS ###
# Plugins
Set(@Plugins,(qw(
RTx::Calendar
RT::Extension::JSGantt
)));

# Calendar Plugin
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
 MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);

#Refresh global
Set($HomePageRefreshInterval, 900);
Set($SearchResultsRefreshInterval, 60);

#JSGantt
# add RT::Extension::JSGantt to @Plugins: e.g.
# Set(@Plugins,'RT::Extension::JSGantt');
# customize JSGantt as you wish:

Set(
%JSGanttOptions,
DefaultFormat = 'week', # day or week or month or quarter
ShowOwner = 1,
ShowProgress  = 1,
ShowDuration  = 1,

# define your own color scheme:
# ColorScheme = ['ff', '00', 'ff00ff', '00ff00', 
'00', 'ff'],


# we color owners consistently by default, you can disable it via:
# ColorSchemeByOwner = 0,

# you can specify colors to use, unspecified owners will be
   # assigned to some color automatically:
   # ColorSchemeByOwner = { root = 'ff', foo = '00ff00' },

# if can't find both start and end dates, use this color
NullDatesColor = 333,

# to caculate day length
WorkingHoursPerDay = 8,

# used to set start/end if one exists but the other does not
DefaultDays = 7,
);

#EOF

Any ideas, reccomendations, hints?

Thanks in advance, Patrick

[rt-users] Redirect when no access / no rights?

[Patrick G. Stoesser]

Hello,

as described in 514c70f2.1040...@pgs-info.de, I run two queues, Level1 
and Level2. My Level2 users now have a custom

status returned. When chosing this status for a ticket, the ticket
will change the queue to Level1, will be set to unowned and escalations
will be reset to the beginning. This whole thing works fine.

The only thing: As soon as the tickets' level is set to returned and 
so the queue has changed, the user gets an error site: No permission to 
view ticket


Which is correct, because the ticket has left his queue.

Is it possible to redirect the user to his RT at a glance site in this 
case? Yes, it's jaust a click, but a displayed error may be disturbing 
for the user, especially when he did nothing wrong.


Thanks in advence, Patrick

Re: [rt-users] Odd number of elements...

[Patrick G. Stoesser]

oh! you're right - so i'm gonna check that out and give feedback here. 
in a few days, actually.


regards, patrick

Am 12.04.2013 16:28, schrieb Kevin Falcone:

On Fri, Apr 12, 2013 at 02:43:31PM +0200, Patrick G. Stoesser wrote:

Restarting web server: apache2
Odd number of elements in anonymous hash at
/usr/share/request-tracker4/lib/RT/Config.pm line 1072.
Odd number of elements in hash assignment at
/usr/share/request-tracker4/lib/RT/Config.pm line 1073.
 CUSTOM STATUS #
[...]



You deleted this part, which I assume is a custom Lifecycles config and
is the #1 place where people accidentally mess up and have a bad data
format.

-kevin

Re: [rt-users] Custom status and page action menu?

[Patrick G. Stoesser]

Thanks everybody. Last night, I had to reboot the machine, and since 
then, it works.


Thomas, the return action is only wanted when tickets are new and open, 
that's right, and so I tested.


I don't have a clue why it didn't work an now works. A possoble answer 
could be that I could have forgotten to do an update-rt-siteconfig-4, 
but this is only an idea.


After all, one can say that custom statuses work as described in the 
wiki including menu.


Kind regards, Patrick


Am 22.03.2013 15:55, schrieb Patrick G. Stoesser:

Hello there,

I'm running RT4 on Debian Squeeze, everything fine so far.

I have set up a custom status, according to
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4. Works fine
also.

I run two queues, Level1 and Level2. My Level2 users now have a custom
status returned. When chosing this status for a ticket, the ticket
will change the queue to Level1, will be set to unowned and escalations
will be reste to the beginning. This whole thing works fine.

What does not work: The action (set the ticket's status to returned)
does not show up at the page action menu (quicklinks depending on the
current ticket's status like Reply Comment Forward Stall Resolve Reject
Extract Article.

My cumstom section:

#Custom Status
Set(%Lifecycles,
 default = {
 initial = [ 'new' ],
 active  = [ 'open', 'stalled', 'returned' ],
 inactive= [ 'resolved', 'rejected', 'deleted' ],
 defaults = {
 on_create = 'new',
 on_merge  = 'resolved',
 approved  = 'open',
 denied= 'rejected',
 reminder_on_open = 'open',
 reminder_on_resolve  = 'resolved',
 },

 transitions = {
 ''   = [qw(new open resolved)],

 # from   = [ to list ],
 new  = [qw(open stalled returned resolved rejected
deleted)],
 open = [qw(new stalled returned resolved rejected
deleted)],
 stalled  = [qw(new open rejected returned resolved deleted)],
 returned = [qw(new open stalled rejected deleted)],
 resolved = [qw(new open stalled rejected deleted)],
 rejected = [qw(new open stalled returned resolved deleted)],
 deleted  = [qw(new open stalled rejected resolved)],
 },
 rights = {
 '* - deleted'  = 'DeleteTicket',
 '* - *'= 'ModifyTicket',
 },

 actions = [
 'new - open'  = {
 label  = 'Open It', # loc
 update = 'Respond',
 },
 'new - resolved'  = {
 label  = 'Resolve', # loc
 update = 'Comment',
 },
 'new - rejected'  = {
 label  = 'Reject', # loc
 update = 'Respond',
 },
 'new - deleted'   = {
 label  = 'Delete', # loc
 },
 'new - returned'   = {
 label  = 'Return', # loc
 },
 'open - stalled'  = {
 label  = 'Stall', # loc
 update = 'Comment',
 },
 'open - resolved' = {
 label  = 'Resolve', # loc
 update = 'Comment',
 },
 'open - rejected' = {
 label  = 'Reject', # loc
 update = 'Respond',
 },
 'open - returned'   = {
 label  = 'Return', # loc
 },
 'stalled - open'  = {
 label  = 'Open It', # loc
 },
 'resolved - open' = {
 label  = 'Re-open', # loc
 update = 'Comment',
 },
 'rejected - open' = {
 label  = 'Re-open', # loc
 update = 'Comment',
 },
 'deleted - open'  = {
 label  = 'Undelete', # loc
 },
 ],
 },


Any ideas anyone?

Thanks in advance and kind regards, Patrick

[rt-users] Custom status and page action menu?

[Patrick G. Stoesser]

Hello there,

I'm running RT4 on Debian Squeeze, everything fine so far.

I have set up a custom status, according to
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4. Works fine
also.

I run two queues, Level1 and Level2. My Level2 users now have a custom
status returned. When chosing this status for a ticket, the ticket
will change the queue to Level1, will be set to unowned and escalations
will be reste to the beginning. This whole thing works fine.

What does not work: The action (set the ticket's status to returned)
does not show up at the page action menu (quicklinks depending on the
current ticket's status like Reply Comment Forward Stall Resolve Reject
Extract Article.

My cumstom section:

#Custom Status
Set(%Lifecycles,
default = {
initial = [ 'new' ],
active  = [ 'open', 'stalled', 'returned' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
defaults = {
on_create = 'new',
on_merge  = 'resolved',
approved  = 'open',
denied= 'rejected',
reminder_on_open = 'open',
reminder_on_resolve  = 'resolved',
},

transitions = {
''   = [qw(new open resolved)],

# from   = [ to list ],
new  = [qw(open stalled returned resolved rejected
deleted)],
open = [qw(new stalled returned resolved rejected
deleted)],
stalled  = [qw(new open rejected returned resolved deleted)],
returned = [qw(new open stalled rejected deleted)],
resolved = [qw(new open stalled rejected deleted)],
rejected = [qw(new open stalled returned resolved deleted)],
deleted  = [qw(new open stalled rejected resolved)],
},
rights = {
'* - deleted'  = 'DeleteTicket',
'* - *'= 'ModifyTicket',
},

actions = [
'new - open'  = {
label  = 'Open It', # loc
update = 'Respond',
},
'new - resolved'  = {
label  = 'Resolve', # loc
update = 'Comment',
},
'new - rejected'  = {
label  = 'Reject', # loc
update = 'Respond',
},
'new - deleted'   = {
label  = 'Delete', # loc
},
'new - returned'   = {
label  = 'Return', # loc
},
'open - stalled'  = {
label  = 'Stall', # loc
update = 'Comment',
},
'open - resolved' = {
label  = 'Resolve', # loc
update = 'Comment',
},
'open - rejected' = {
label  = 'Reject', # loc
update = 'Respond',
},
'open - returned'   = {
label  = 'Return', # loc
},
'stalled - open'  = {
label  = 'Open It', # loc
},
'resolved - open' = {
label  = 'Re-open', # loc
update = 'Comment',
},
'rejected - open' = {
label  = 'Re-open', # loc
update = 'Comment',
},
'deleted - open'  = {
label  = 'Undelete', # loc
},
],
},


Any ideas anyone?

Thanks in advance and kind regards, Patrick

Re: [rt-users] Rt4 MailgateInstallation: Stubborn 403 Forbidden Error

[Patrick G. Stoesser]

Hello,

I'm also running RT4 ob Debian Squueze, indeed with Exim4.
Just a few thoughts after reading your post:

# 1 ##
 My /etc/aliases configuration looks like this:

 ---
 test: |/usr/bin/rt-mailgate --queue test --action correspond --url
 http://centcomm.engeneon.net/rt;
 test-comment: |/usr/bin/rt-mailgate --queue testt --action comment
 --url http://centcomm.engeneon.net/rt

There seems to be a mistake in line 3: Isn't your queue called test 
and not testt?


# 2 ##
 A manual test of the rt-mailgate script produces the following:

 ---
 root@centcomm:~# cat testfile.txt |/usr/bin/rt-mailgate --queue
 support --action correspond --url http://centcomm.engeneon.net/rt
 An Error Occurred
 =

The queue support you're trying to mail to is not defined in the 
/etc/aliases you've posted here.


# 3 ##
 My 000-default apache configuration file  looks like this:

 VirtualHost *:80
  ServerAdmin webmaster@localhost

  DocumentRoot /var/www
  Directory /
  Options FollowSymLinks
  AllowOverride None
  /Directory

As long as you don't serve any content in / (you currently serve the 
dafult It works-Page, you should turn off this directory. This has 
nothing to do with RT itself, but it's something I noticed. See also 
http://httpd.apache.org/docs/2.2/misc/security_tips.html


  Directory /var/www/
  Options Indexes FollowSymLinks MultiViews
  AllowOverride None
  Order allow,deny
  allow from all
  /Directory

Same here.


  ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/
  Directory /usr/lib/cgi-bin
  AllowOverride None
  Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch
  Order allow,deny
  Allow from all
  /Directory

  ErrorLog ${APACHE_LOG_DIR}/error.log

  # Possible values include: debug, info, notice, warn, error, 
crit,

  # alert, emerg.
  LogLevel debug

  CustomLog ${APACHE_LOG_DIR}/access.log combined
 Directory /usr/share/request-tracker3.6/html/

You're runnig RT4, so this directory does not exist. Your directory is 
/usr/share/request-tracker4.


  Order allow,deny
  Allow from all
 /Directory
   Include /etc/request-tracker4/apache2-modperl2.conf
   RedirectMatch ^/$ /rt

 /VirtualHost
 -

hth + regards, pgs




Am 28.01.2013 16:47, schrieb Traiano Welcome:

Hi List

I've installed RT4 via the Debian package management system using the
following Wikia guide:
http://requesttracker.wikia.com/wiki/PostfixConfig ,  and operations
via the web interface seem  to be working fine. I am using
apache2-modperl2.conf.

However, I am having an issue trying to get MailGate to work so that I
can log tickets via email. Most notably, my attempts to log tickets
via email fail with the following errors:

 From the Postfix logs:


Jan 28 15:27:22 centcomm postfix/local[5921]: A864E9AA9:
to=t...@engeneon.net, relay=local, delay=8903,
delays=8903/0.06/0/0.21, dsn=4.3.0, status=deferred (temporary
failure. Command output: An Error Occurred =  403
Forbidden )


 From the Apache logs:


[Mon Jan 28 01:47:22 2013] [error] [client xxx.yyy.zzz.www] client
denied by server configuration:
/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway


I have reviewed and tested the solution on these 2 threads, without success:

1. http://lists.bestpractical.com/pipermail/rt-users/2009-April/058768.html
2. http://www.mentby.com/Group/rt-users/maillog-403-forbidden.html

Other than this I cannot find any other solutions on the internet
based on similar experiences from other users of RT4.

My questions are:

a) Is this a known issue with a known fix? If so, I'd appreciate a
pointer to it?
b) If not, is there some approach I could use to debugging this in
more detail so that I can pinpoint exactly what should be changed to
allow rt-mailgate to post messages to the REST API for Rt4 ?

Below are elements of my configuration for RT, mail and Apache:

I am using the following Apache configuration:

My /etc/aliases configuration looks like this:

---
test: |/usr/bin/rt-mailgate --queue test --action correspond --url
http://centcomm.engeneon.net/rt;
test-comment: |/usr/bin/rt-mailgate --queue testt --action comment
--url http://centcomm.engeneon.net/rt
---

A manual test of the rt-mailgate script produces the following:

---
root@centcomm:~# cat testfile.txt |/usr/bin/rt-mailgate --queue
support --action correspond --url http://centcomm.engeneon.net/rt
An Error Occurred
=

403 Forbidden


My apache2-modperl2.conf looks like this:

---
PerlSetEnv RT_SITE_CONFIG /etc/request-tracker4/RT_SiteConfig.pm
Alias /rt /usr/share/request-tracker4/html
Location /rt
   SetHandler modperl
   PerlResponseHandler Plack::Handler::Apache2
   PerlSetVar psgi_app 

[rt-users] Moving Tickets between queues: best practise?

[Patrick G. Stoesser]

Hello,

I'm running a RT with two queues, Level 1 Support (L1) and Level 2 
Support (L2). Ticktes are normally created in Level 1. The Users in 
Level 1 (L1 Users) have access to both queues and reassign incoming 
ticktes to the Users in Level 2 (L2 Users).


The L2 Users do not see L1, they shall not be distracted by the tickets 
in Level 1.


Now, when L2 Users have finished their work, the tickets normally would 
be closed. But our goal is that the L2 User has finished his work, he 
sets the ticket to something like done and then the ticket is being 
moved back to L1, where a L1 User reviews it and then finally closes it.


I think abaout different ways to do that, but none of my ideas is really 
elegant and simple. So my question if there is any best practise for 
doing so?


Thanks in advance for any idea, comment... Regards, Patrick

[rt-users] Problemwith rt-crontool: can't get it running

[Patrick G. Stoesser]

Hello there,

even after googleing and trying several hours I'm still stuck with 
rt-crontool.


I'm running RT 4.0.7 via Backports on a Debian Squeeze system. RT 
istelfs works ok so far, but rt-crontool not.


According to the manual, I have added a non-privileged system user 
(rtcron).This user is ingroup staff and www-data.
Iadded a privileged RT user rtcron (setting UNIX login also to rtcron), 
gave this RT user the rights ShowTicket and ModifyTicket.


In cron I added
@hourly * * * * * rtcron /usr/bin/rt-crontool --search 
RT::Search::ActiveTicketsInQueue --search-arg general --action 
RT::Action::LinearEscalate --verbose


What happens: Nothing. The only thing: In syslog and in RTs log the call 
results in


[warning]: Use of uninitialized value $args{VALUE} in join or string 
at /usr/share/request-tracker4/lib/RT/Tickets.pm line 2099. 
(/usr/share/request-tracker4/lib/RT/Tickets.pm:2099)


[warning]: Use of uninitialized value $value in substitution (s///) at 
/usr/share/request-tracker4/lib/RT/Tickets.pm line 3403. 
(/usr/share/request-tracker4/lib/RT/Tickets.pm:3403)


[warning]: Use of uninitialized value in concatenation (.) or string at 
/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm line 262. 
(/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm:262)


At those lines there'snothing I could regognize as appearently broken. 
So at the moment, I'm completely stumped.


Has anyone an idea?

Thanks for all comments.

Regards, Patrick

[rt-users] [SOLVED] Re: Problemwith rt-crontool: can't get it running

[Patrick G. Stoesser]

As often, just after I wrote to the list, I got a solution.

I just opened the line specified in the error message once again and saw 
the comment VALUE is a queue id or Name. In the cron line, I specified 
--search-arg general. And so my idea was that maybe general is not 
a queue id or Name. So I replaced --search-arg general with 
--search-arg Level1 (Level1 is the Name of one of my queues). And what 
can I say: It works.


At least for a Debian system, the wiki documentation is wrong.

Regards, Patrick


Am 18.01.2013 15:35, schrieb Patrick G. Stoesser:

Hello there,

even after googleing and trying several hours I'm still stuck with
rt-crontool.

I'm running RT 4.0.7 via Backports on a Debian Squeeze system. RT
istelfs works ok so far, but rt-crontool not.

According to the manual, I have added a non-privileged system user
(rtcron).This user is ingroup staff and www-data.
Iadded a privileged RT user rtcron (setting UNIX login also to rtcron),
gave this RT user the rights ShowTicket and ModifyTicket.

In cron I added
@hourly * * * * * rtcron /usr/bin/rt-crontool --search
RT::Search::ActiveTicketsInQueue --search-arg general --action
RT::Action::LinearEscalate --verbose

What happens: Nothing. The only thing: In syslog and in RTs log the call
results in

[warning]: Use of uninitialized value $args{VALUE} in join or string
at /usr/share/request-tracker4/lib/RT/Tickets.pm line 2099.
(/usr/share/request-tracker4/lib/RT/Tickets.pm:2099)

[warning]: Use of uninitialized value $value in substitution (s///) at
/usr/share/request-tracker4/lib/RT/Tickets.pm line 3403.
(/usr/share/request-tracker4/lib/RT/Tickets.pm:3403)

[warning]: Use of uninitialized value in concatenation (.) or string at
/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm line 262.
(/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm:262)

At those lines there'snothing I could regognize as appearently broken.
So at the moment, I'm completely stumped.

Has anyone an idea?

Thanks for all comments.

Regards, Patrick

Re: [rt-users] [SOLVED] Re: Problemwith rt-crontool: can't get it running

[Patrick G. Stoesser]

Aaall right! I understood general as apply to all queues...

Regards,pgs


Am 18.01.2013 16:01, schrieb Kevin Falcone:

On Fri, Jan 18, 2013 at 03:53:25PM +0100, Patrick G. Stoesser wrote:

As often, just after I wrote to the list, I got a solution.

I just opened the line specified in the error message once again and
saw the comment VALUE is a queue id or Name. In the cron line, I
specified --search-arg general. And so my idea was that maybe
general is not a queue id or Name. So I replaced --search-arg
general with --search-arg Level1 (Level1 is the Name of one of my
queues). And what can I say: It works.

At least for a Debian system, the wiki documentation is wrong.


General is the name of the default Queue that RT ships to get you
started.

If you've disabled that Queue, then yes, lots of examples will be
wrong.

-kevin


Am 18.01.2013 15:35, schrieb Patrick G. Stoesser:

Hello there,

even after googleing and trying several hours I'm still stuck with
rt-crontool.

I'm running RT 4.0.7 via Backports on a Debian Squeeze system. RT
istelfs works ok so far, but rt-crontool not.

According to the manual, I have added a non-privileged system user
(rtcron).This user is ingroup staff and www-data.
Iadded a privileged RT user rtcron (setting UNIX login also to rtcron),
gave this RT user the rights ShowTicket and ModifyTicket.

In cron I added
@hourly * * * * * rtcron /usr/bin/rt-crontool --search
RT::Search::ActiveTicketsInQueue --search-arg general --action
RT::Action::LinearEscalate --verbose

What happens: Nothing. The only thing: In syslog and in RTs log the call
results in

[warning]: Use of uninitialized value $args{VALUE} in join or string
at /usr/share/request-tracker4/lib/RT/Tickets.pm line 2099.
(/usr/share/request-tracker4/lib/RT/Tickets.pm:2099)

[warning]: Use of uninitialized value $value in substitution (s///) at
/usr/share/request-tracker4/lib/RT/Tickets.pm line 3403.
(/usr/share/request-tracker4/lib/RT/Tickets.pm:3403)

[warning]: Use of uninitialized value in concatenation (.) or string at
/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm line 262.
(/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm:262)

At those lines there'snothing I could regognize as appearently broken.
So at the moment, I'm completely stumped.

Has anyone an idea?

Thanks for all comments.

Regards, Patrick

[rt-users] Plugin install in RT4 / Debian Squeeze

[Patrick G. Stoesser]

Hello there,

I have a RT4 system running on Debian Squueze, installed via Backports 
according to the install howto. So far, everything works fine, but when 
it comes to plugins, the hassle begins.


I tried to get several plugins to work without success. As an example, I 
will focus on the Calendar plugin here.


I installed the plugin via perl makefile.pl, make, make install which 
worked fine. The installation routine asked me for the path to RT.pm. 
which in my case was /usr/share/request-tracker4/lib.


After adding

# Plugins
Set(@Plugins,(qw(RTx::Calendar)));

# Calendar Plugin
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
 MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);

in a separate file in RT_SiteConfig.d and updating via 
update-rt-siteconfig-4 and restarting Apache, the Calendar plugin was 
loaded and could be chosen in the frontend.


The problem begins now: As soon as chosen to being displayed, in the 
frontend an error occures:


An internal RT error has occurred. Your administrator can find more 
details in RT's log files


Well, the log says

 [error]: could not find component for path 'MyCalendar' 
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)


and now I'm stuck as the accprding line says nothing to me. Has anybody 
dealed with the same issue?


Thanks in advance and kind regards, Patrick

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] Plugin install in RT4 / Debian Squeeze

[Patrick G. Stoesser]

Hallo again,

it seems I've written to early. The rights of the plugins html files 
were set to 0700 so that the Apache could not read them. I'll now test 
the whole thing.


Sorry for any inconviniences, Patrick

Am 14.12.2012 17:01, schrieb Patrick G. Stoesser:

[...]


An internal RT error has occurred. Your administrator can find more
details in RT's log files

Well, the log says

  [error]: could not find component for path 'MyCalendar'
(/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209)

and now I'm stuck as the accprding line says nothing to me. Has anybody
dealed with the same issue?



We're hiring! http://bestpractical.com/jobs

[rt-users] RT4 and Reportspam plugin

[Patrick G. Stoesser]

Hello again,

has anybody managed to get the reportspam plugin runnung under RT4? 
Installation went fine, but in the frontend nothing is shown... 
Unfortunately, there is no documentation at all for this plugin - I 
searched google for almost an hour...


Thanks for any ideas.

Kind regards, Patrick

We're hiring! http://bestpractical.com/jobs