Re: [rt-users] RT Installation
Am 27.01.2015 um 21:05 schrieb Hábner Teixeira Costa hab...@outlook.com: Why RT and RTIR are so hard to install and work properlly? I dont know perl Here’s your problem ;-) Most people probably stopped reading right there. Seriously, though: when I first installed it, I didn’t know that much Perl but I could make it work (RT2.something). Your problem is most likely that you try to use your distribution’s Perl and have RT’s dependency-fixer install additional modules on top of it via CPAN. That has never been a good idea. These days, FreeBSD has all the required modules pre-packaged, as do (I think) Debian and Ubuntu. But I would be tempted to use a „clean“ Perl installed somewhere else as the basis for RT even in the case of FreeBSD (which I know best, admittedly). How difficult would it be for BestPractical to tar up such a custom perl install done in e.g. /opt/rt/perl, together with all the dependencies and throw in a „complete“ install of RT+RTIR with FastCGI-support? While historically, the mod_perl installation is the most common one, the FastCGI installation can work with nginx, which faster and also decouples the web server from the installed version of Perl (I don’t know if you can have and RT-installation and mod_perl compiled against different versions of perl for example). You just needed one such archive for the current version of Ubuntu, Debian, CentOS/RedHat and maybe SuSE. OK, so it would probably come with MySQL/MariaDB per default. But for those with a different setup in mind, the source is still available… In the DevOps world, this is what chef is doing to get a software with a lot of 3rd-party dependencies running smoothly and consistently on many platforms.
Re: [rt-users] RT Installation
Am 27.01.2015 um 23:29 schrieb Alex Vandiver ale...@bestpractical.com: The problem is in the binary libraries that RT (and its CPAN dependencies) use. Any such deploy would be specific to one particular release of a particular distribution, and as such would be quite resource-heavy to produce in sufficient variety to be useful. I thought that with „modern“ distributions like CentOS/RHEL (and the LTS-versions of Ubuntu), the binary ABI never changes? So that a perl-binary built on CentOS7 will run all way through 7.10. It has always been this way for FreeBSD at least. ;-) Shipwright is a BPS tool that builds relocatable installs of software that package everything above glibc, but that doesn't quite solve the right problem. We've begun pondering building Docker vessels for RT, but the database dependency complicates matters. Most people will use MySQL anyway IMO. Even if you gave them the choice of Oracle, PostgreSQL and MSSQL and a handful other „real“ databases they probably never ever even heard about. Who downloads a „one click installer“ just to make it complicated afterwards? You generally cannot. This is one reason we prefer fastcgi deployments. I was suspecting that. But I never actually tried. I’d go even further and offer pre-configured vmdks that offer one pre-configured queue „support“ that pulls in mail via fetchmail from a server and with an account the user can specify. And one „helpdesk“ user in a „helpdesk“ group, with the typical „helpdesk“-permissions. That should get most people started. The problem these days is that people want everything to be working _right now_ - no reading of a manual, no configuration. The machine should do what it should do even if they actually don’t know how to express what it should do. Much less know how to configure it. Kind of like an iPhone. They are willing to pay for this convenience, but increasingly this willingness isn’t exceeding single-digit Dollar amounts... Anyway: there’s nothing wrong with RT as I see it, but the people running help desks these days are getting less and less technically minded: they want something that can be configured with by entering some values and a few clicks on the „OK“-button and without too much thought. We can’t change this, but we can try to adapt…
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Am Fri, 20 Dec 2013 10:29:02 -0500 schrieb Kevin Falcone falc...@bestpractical.com: On Wed, Dec 18, 2013 at 06:00:14PM -0800, Tim Gustafson wrote: Something thinks you have perl 5.18. Is the perl outside the jail also 5.16? I believe its 5.16, but what difference should that make? The jail has no access to view any aspect of the root system. He's asking because your original error message says 5.18 [Tue Dec 17 11:42:38 2013] [error] [client 128.114.49.22] Can't locate RT/Action/SendEmail.pm in @INC (you may need to install the RT::Action::SendEmail module) (@INC contains: /usr/local/share/rt40/lib /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN /usr/local/lib/perl5/site_perl/5.18/mach /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local) at /usr/local/lib/perl5/site_perl/5.18/RT/Interface/Web/Handler.pm line 181.\n The error Can't locate RT/Action/SendEmail.pm can indicate lack of file on filesystem, but it could also mean that RT couldn't load dependencies. I'm going to guess you're using a mod_perl built against a perl-5.18 which causes different site_libs to be searched. According to Tim, he has build everything from source - which would make this error-messages even more puzzling. As I said, anybody doing anything serious with FreeBSD these days should switch to pkgng. Yesterday. My remark about perl 5.18 outside the jail does not make much sense, admittedly.
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Why is RT looking for them in a non-existant 5.18 folder? Should I just create a symlink for now to get past this? Can you show what’s in /etc/make.conf ? Perl 5.16 should be the default. http://svnweb.freebsd.org/ports/head/Mk/bsd.default-versions.mk?view=log Where did your modules come from?
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Am 19.12.2013 um 00:38 schrieb Tim Gustafson t...@ucsc.edu: Can you show what’s in /etc/make.conf? WRKDIRPREFIX=/var/ports DISTDIR=/var/ports/distfiles PACKAGES=/var/ports/packages So, it’s a jail. Did you actually install perl? pkg_info |grep ^perl or pkg info |grep ^perl (in case you are already using pkgng). Perl 5.16 should be the default. http://svnweb.freebsd.org/ports/head/Mk/bsd.default-versions.mk?view=log Where did your modules come from? I installed everything from FreeBSD's /usr/ports At this point, I would advise anybody who is on a semi-recent version of FreeBSD to use poudriere and build one’s own packages (preferably from a „frozen“ ports-tree). But it’s OK, if reproducibility is not an issue.
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Am 19.12.2013 um 01:00 schrieb Tim Gustafson t...@ucsc.edu: So, it’s a jail. Yes, sorry, I forgot to mention that. Did you actually install perl? Of course, it's a dependency of RT: r...@rt-dev.soe.ucsc.edu: pkg_info |grep ^perl perl5-5.16.3_4 Practical Extraction and Report Language But it’s OK, if reproducibility is not an issue. For what it's worth, I originally tried to do this as an upgrade from 4.0.16 to 4.2, but that failed with this same error, so I uninstalled Perl, and all its dependencies, removed everything from /var/db/ports/ to make sure that all the default options were used while building, and then re-installed 4.2. If it helps, I can kill the whole jail and install a totally clean one and then try again. That is really strange. I recently did a test-install (of 4.0.x) - with packages from my own repository (which is unfortunately not public) and that did work. Didn’t get around trying 4.2 yet. Do you actually have a 5.18 site_perl directory?
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Do you actually have a 5.18 site_perl directory? Ah, sorry. You answered that before. I missed it. Something thinks you have perl 5.18. Is the perl outside the jail also 5.16?
Re: [rt-users] Technician on vacation status
Am Mon, 26 Aug 2013 16:57:40 +0400 schrieb Ruslan Zakirov r...@bestpractical.com: On Thu, Aug 22, 2013 at 2:20 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - Running RT 4.0.16. Was talking with a co-worker today about this. I was wondering if there is anything that can be put in place (easily) for when a person is out of the office for a long time. For instance , if a person is out on vacation for two weeks and not everybody is aware, maybe RT shouldn't allow tickets to be given to this person? Not sure if this is possible...or even a good idea. Just a thought. I havn't seen an extension for RT that helps with vacations and would be cool to get one. I have never tried this, but what happens if: - that user is disabled? - if that user has any old tickets in waiting for feedback status and then the tickets acutally get feedback and the user is disabled? Disabling the user is harsh - but at least, nobody will be able to assign new tickets to the user. In my organization, people just send an email to everybody when they are away for a longer time...obviously not a solution for a company with 30k active RT users. I would be really interested to know how organizations with a large number of privileged RT users handle this.
Re: [rt-users] nginx / varnish / apache with RT?
Am Tue, 6 Aug 2013 21:04:25 +1000 schrieb Chris Herrmann chrisherrma...@gmail.com: Hi all, i've been playing with an NVA setup for some lamp sites (Joomla) and the scaling is looking pretty amazing... still early days but initial results look very promising. anyway, it got me thinking to whether varnish would work with RT. I'm familiar enough with it to understand the generic accelerator principle ... but I don't see how it would work with generated content - because of RT handles sessions / authentication / etc. Or is it smart enough to know that if I visit the same ticket twice in a row and the ticket hasn't changed, to give me cached content? I've tried searching for perl varnish and request tracker varnish type pages but have only found one archive thread http://www.gossamer-threads.com/lists/rt/users/72455 which appears inconclusive - does it actually make a noticeable difference or not? Internally we're using a squid proxy, and we have a small number of users, so not sure that the static page elements being handled by varnish or nginx would offer a huge advantage? anyway keen to hear people's experiences or other thoughts on accelerating RT... I have no experience running RT with NGNIX (only installed it as proof-of-concept once), but from what I can remember, it's serving all the static files directly (if you follow the documentation, you don't even need Apache anymore) and maybe also cached data. I sincerely doubt you'd hit a scalabilty-wall in NGINX before running out of CPU for the spawn-fcgi perl processes. Adding varnish to the mix looks to me like a wasted effort (if you serve RT over SSL, you'd need NGINX in front of it, again, because varnish does not do SSL at all).
Re: [rt-users] request
Am Sun, 6 Jan 2013 09:38:26 + (GMT) schrieb Yetomiwa Jabar teeja...@rocketmail.com: Hello, PLease i have been trying to install request tracker on my ubuntu 12.04 since four weeks ago with no major headways, i have been stocked at different junctions.Now that i have been able to join rtusers, can any one give an a-z easy to follow installation guide to any rt version for ubuntu 12.04.i am a complete novice to ubuntu,and i am not a programmer.please any help is welcomed. Hi, which OS are you familiar with? Being a novice to RT and to the underlying OS is not a good start... Rainer
Re: [rt-users] Multi-tenant
Am 13.12.2012 um 21:20 schrieb Thomas Sibley t...@bestpractical.com: On 12/13/2012 10:42 AM, Shuvam Misra wrote: I too was wondering what would I do if I took a browser-based app like RT and needed to run multi-tenant setups on a single physical server. One option is of course virtualisation, but another could be just running an Apache with multiple virtualhost setups. Can one install multiple copies of RT in multiple directories, and make them connect to the same PG or MySQL database server but use various different databases? So, in short, we will have one Apache daemon listening on five different domains using its VirtualHost feature, then redirecting accesses to five different physical copies of RT running on five different port numbers and storing their config files etc in five different directories. And at the back-end, all five RT instances would talk to the same database server on the same database port number, but would connect to five different databases. Will this work? Yup, works great. That's essentially what we do. You'll want a mod_fcgid, mod_fastcgi, or reverse proxy deployment. You can't use mod_perl to run multiple copies of RT because of the global Perl interpreter state. I think it would be possible, if you ran multiple instances of the whole Apache: http://wiki.apache.org/httpd/RunningMultipleApacheInstances (on various 127.0.0.x aliases) and then run yet-another apache with mod_proxy in front of them). Would be interesting to know how well that actually scales - and how to limit the CPU consumption of each instance. We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT Installation
Am Mon, 27 Aug 2012 15:39:05 +0100 (BST) schrieb Mik J mikyde...@yahoo.fr: Thank you Christian for the link it really helped, I looked at that page http://wiki-archive.bestpractical.com/view/ManualApacheConfig and the one you gave me And they said that only mod_perl 1.9x causes problems. Actually I use version 1.31 The reason why I use Apache 1.3.29 and mod-perl 1.31 is because they are provided with OpenBSD (I use version 5.1 which has been release in may) Isn't there an apache22 port for OpenBSD? OpenBSD refused to import apache2
Re: [rt-users] Am a little bit lost with setup of RT
Am 18.04.2012 um 21:16 schrieb who else: The mailproblem is the one with higher priority, what i do not catch up with is: 1. How to get Postfix to work with rt-mailgate http://requesttracker.wikia.com/wiki/ManualEmailConfig ? 2. Otherwise how to get fetchmail/Postfix working with rt-mailgate: oll mail.help-me-do.it protocol pop3 username gene...@example.com password noneiknowof mda /opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://www.example.com; no keep poll mail.help-me-do.it protocol pop3 username general-comm...@example.com password noneiknowof mda /opt/rt4/bin/rt-mailgate --queue general --action comment --url http://www.example.com; What confuses me: 1. What do i enter at the url part? Since i can only access the RT Instance via the IP Address, i am not sure. The URL is the URL of your RT-install. That includes the TCP-ports. IP or DNS-name is irrelevant. 2. I need to enter a username in the fetchmailrc config file; and a password. Do i need to create this mailbox somewhere else or is this the mailbox itself, which is created and i can use any password i want to? I really appreciate your help. Thanks. w_e You can run fetchmail on the shell with more verbose output and see how it works. Where is your mail hosted? I assume, you don't run RT on your mailserver, right? The mailboxes (you need two) are on your mailserver. The mailserver is the server that is recorded in your MX record. If you had told us your real domain, we could look it up and tell you its IP-address I would really suggest you ask BestPractical or someone else for an onsite install. Rainer
Re: [rt-users] Am a little bit lost with setup of RT
Am Sat, 14 Apr 2012 10:12:21 -0700 (PDT)
schrieb who else bogey...@yahoo.com:
Any idea how to get mailgate running? The Mails are not bounced,
but i receive every 5hrs a mail delayed email.
In my experience, it's pretty straighforward to get RT running -
provided you do exactly as described in the documentation and (to a
certain degree) know what you are doing.
I admit, I removed the default vhost from apache completely and I ended
up getting this:
(RT 3.8)
VirtualHost IP:443
ServerName rt3.domain:443
ServerAdmin admin
DocumentRoot /usr/local/rt38/share/html
AddDefaultCharset UTF-8
Directory /usr/local/rt38/share/html/
Options FollowSymLinks
AllowOverride None
Order Allow,Deny
Allow from all
/Directory
PerlModule Apache::DBI
PerlRequire /usr/local/rt38/bin/webmux.pl
Location /
SetHandler perl-script
PerlHandler RT::Mason
/Location
ErrorLog /var/log/apache/rt3-httpd-error.log
TransferLog /var/log/apache/rt3-httpd-access.log
SSLEngine on
SSLCipherSuite
ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL
SSLCertificateFile /usr/local/etc/apache22/ssl.rt3/server.crt
SSLCertificateKeyFile /usr/local/etc/apache22/ssl.rt3/server.key
FilesMatch \.(cgi|shtml|phtml|php)$ SSLOptions +StdEnvVars
/FilesMatch
Directory /usr/local/www/apache22/cgi-bin
SSLOptions +StdEnvVars
/Directory
BrowserMatch .*MSIE.* \
nokeepalive ssl-unclean-shutdown \
downgrade-1.0 force-response-1.0
CustomLog /var/log/httpd-ssl_request.log \
%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \%r\ %b
/VirtualHost
I've only installed RT4 in a VM, but the basic apache config is similar,
IIRC.
Personally, I found fetchmail the easiest to get to run, at the price
of inflexibility (you need to define every queue in the
fetchmail-config, which may or may not be what you want):
#Template
# Queue: QUEUE_NAME
poll your.pop3.server proto pop3:
username QUEUE_NAME password PASSWORD mda \
/usr/bin/perl /usr/local/rt38/bin/rt-mailgate --url \
https://rt3.domain/ --queue QUEUE_NAME --action correspond
poll your.pop3.server proto pop3:
username QUEUE_NAME-comment password PASSWORD mda \
/usr/bin/perl /usr/local/rt38/bin/rt-mailgate --url \
https://rt3.domain/ --queue QUEUE_NAME --action comment
Obviously, your usernames might be different from your queue-names.
All that pulled from the wiki and the mailing-list, back in 2005...
I also admit, I run qmail on the rt3-server - because that's the only
MTA that I really understand ;-)
Rainer
Re: [rt-users] Problems with Fetchmail/RT Mailgate
Am Fri, 23 Sep 2011 00:32:52 -0700 (PDT) schrieb josh.cole josh.c...@fresno.edu: I add an account on our 2007 Exchange server to receive e-mails for RT. I configured fetchmail for the exchange pop account but it fails to authenticate. I've tested the credentials and connection settings by setting up the pop account in Outlook. It works without fail. The exchange server does require a secure login method. If I wanted to have the e-mails delivered directly to the RT server can I create the accounts in Postfix on the RT server so that I can use to get tickets via email into the queue's? Can someone show me what the fetchmail config should look like in that scenario? fetchmail: Query status=3 (AUTHFAIL) The logs are also telling me that there was an error exchanging credentials. Try verbose mode. IIRC, fetchmail is picky about the certificate. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT Mobile for iPhone (Dustin Collins)
Am 25.06.2010 um 18:49 schrieb John Bartelt: On Fri, 25 Jun 2010, Daniel Farst wrote: In my Apache logs, I see two attempts to connect with my username and password in cleartext *shudders* Yes, I just spent several minutes chaning the passwords for the three accounts I had tested with. I wonder if I can get my money back? Seems so: http://justanotheriphoneblog.com/wordpress/iphone-app-store/app-store-refund-how-i-got-mine That said, as the developer found the time to essentially spam this list with his advert for the app, I'm sure nobody would complain if he addressed some of the concerns generated in the follow-ups to his original mail. With regard to https - just search google for something like iphone app ssl and you realize why it does not support https... Rather than port the app to Android (which version anyway), he should first fix the iPhone version. As a first step, it would probably be easier to create a special stylesheet to create the illusion of an app. Rainer Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hardware Config
Mike Peachey schrieb: Martin Maurer wrote: Has anyone tried running RT in a virtual machine? yes, we also have a ready to run virtual appliance, See http://pve.proxmox.com/wiki/RT_Request_Tracker snip I am working also with vmware since years (and also other virtualizations technologies) and the biggest issue is IO performance. We prefer OpenVZ for database intensive servers like RT as we have NO virtual disks here you get the best performance. On VMWare, you got virtual disks which costs performance. So if you want to go for VMware, I suggest you invest some money in a fast SAN. (Or, if you want to try fast and cost effective virtualization - try Proxmox VE) Just to mention: you can also install Proxmox VE inside your VMware and use the virtual appliance - then RT performs similar as you install it by hand in your VMWare environment. I don't know about anyone else, but I am getting a little uncomfortable with your posts (to RT-Users and to the Wiki) being little more than an advert for proxmox rather than a real contribution to the community. Well, it's a fine line... I'm not saying I don't want you mentioning it, but I personally would appreciate it if you could tone down the advertising. Personally, I don't mind. But I know that you can get carried away if you have built something and it works... I do use Virtuozzo (the commercial version of OpenVZ), but I'm not sure I would trust it with RT ;-) OTOH, it's mostly because I like the way perl-stuff is handled in FreeBSD. Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Book : does it worth?
Ham MI-ID, Torsten Brumm schrieb: Hi Andrea, i remember a threat like this some months ago and again: Yes, the book is still actual! There are many changes since 2005 but the core and most of the main features are working the same way. Torsten That said, maybe somebody finds the time to do a follow-up that O'Reilly can sell in the form of their PDF-only short-cuts for 10 USD. But I guess Bestpractical makes more money by hosting trainings than through the sales of the book... Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Book : does it worth?
Jesse Vincent schrieb: That said, maybe somebody finds the time to do a follow-up that O'Reilly can sell in the form of their PDF-only short-cuts for 10 USD. But I guess Bestpractical makes more money by hosting trainings than through the sales of the book... That may be true, Well, it wasn't meant to sound negative. Just realistic ;-) but has nothing to do with why I haven't been pressuring O'Reilly to do a new RT book. Hm. I thought you wrote the book ;-) (With some others) I'd love to see it happen - It's just not very high on the priority list...and I'd rather see a new book covering RT4 than RT 3.8. (http://wiki.bestpractical.com/view/RT4) Ah, interesting read. I wish you good progress ;-) But realistically, somebody would need to start writing that book now. Like all those Missing manual books that are released shortly after the software hits the street. Can you make an announcement, once you have a version that can be built and run to get an idea of what it looks like? I always want to make a VM-image of RT3.8 on FreeBSD with Postgres, but I never get around doing that, either... Best Regards, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT3 and ITIL
Hi, can RT3 be made ITIL-compliant? I know that ITIL is more about processes etc, but my boss has decided we need an ITIL-compliant ticketing-system What can I tell him about RT + ITIL? Regards, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3 and ITIL
Mike Peachey schrieb: Jesse Vincent wrote: Does your boss know which of the ITIL areas/practices/functions he's looking to implement? Sorry.. I *HAVE* to chip in here having been on the receiving end before: Does your boss know what ITIL means? Or has he just been handed a buzzword from a more senior manager or (more likely) a corporate-sponsored newsletter/magazine? I'm not sure. ;-) Maybe he just wants to go with a commercial package. I will try to figure out what he actually wants. I can install and configure RT on a weekend (started using it seriously with 3.4), but figuring out the processes beyond the built-in stuff takes way longer. And I can't do that alone, because whatever I implement will most likely be wrong in the eyes of the people who decide on it. Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New user considering to use RT + FreeBSD port for 3.8
Am 07.11.2008 um 17:28 schrieb Angelo Turetta: Joe Mailinglists wrote: Hi Angelo, My name is Krishna...I am subscribed to too many mailing lists, hence a separate email address for every mailing list. Thanks, that's a good habit (look at my address), but I nonetheless like to know who I'm talking to. The name need not be fake, even if the address is. Our primary concern here is the upgrade procedure and of course stability. Will everything magically work from one port to the other? Every upgrade is a sensible operation, no matter how you installed the software. The biggest challenges are upgrades involving DB schema changes, RT is a shining example of how to do it right, but you cannot expect to do such a thing 'magically': based on your business continuity policies, you may even need a test installation to validate the upgrade before deploying it on a production system. I _really_ recommend everybody run the upgrade on his RT on a test- machine first. There are far too many things that can go wrong. I've been running our RT for over three years now - on the same hardware (started as 3.4.2 on FreeBSD5.4, then 3.6.3 on FreeBSD6.2 and now 3.8.1 on FreeBSD7.0) and I've always tried out the upgrades on a VMware copy of the installation first (which is easy for me, because the DB is not very big yet) With FreeBSD, you just need to restore /var/db and /usr/local and /usr/ ports to a fresh install of your current installation (I always run RELEASE+security-patches only, no STABLE). Then, start by updating the OS to the latest release, than re-build the ports and then update RT. RT is one of the few pieces of software that I don't install via a FreeBSD port - maybe I'm a control-freak, but I really want to make sure, that nothing goes wrong ;-) I use PostgreSQL, because I believe it's the more powerful database (and I hate some aspects of MySQL). FreeBSD is IMO the best OS to run RT on, because the packaging-system doesn't fight with 3rd-party PERL-module installations (but I think nowadays all the required modules are in FreeBSD's port-framework anyway) Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Self service in RT 3.8.x | SelfService mit RT 3.8.x
Am 07.11.2008 um 10:22 schrieb Emmanuel Lacour: On Fri, Nov 07, 2008 at 09:36:46AM +0100, Michael Bieniek wrote: Hi, is it possible to enable SelfService in RT 3.8.x or must i install modules to enable it? If it is so, can anybody say me whitch modules i have to install for this? Has anyone expirience with with SelfService on 3.8? SelfService is available in 3.8, no need for third-party modules. Every unprivileged users will be redirected automatically to SelfService. privileged users can go to SelfService with an url like http:///SelfService/ It should perhaps be said that the users will have to be provided with a password, so they can actually login. Search the wiki for password (should be the first hit) for a way to provide users with a random password the first time they create a ticket. This is one of the things that I would like Bestpractical to include in RT. Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow?
Toby Darling schrieb:
Hi Rainer
one thing that new users esp. seem to be missing is the possibility to
display the name of the requestor on the screen where you compose the mail.
Sometimes, our staff creates tickets on customer's behalf, sometimes not.
So, you've got to watch when you type a reply and when it's just a
comment.
I don't know which version of RT you're using, but with 3.6.1 I've done
this. Using your local copy of .../html/Ticket/Update.html add
%# If we're replying, show who the requestors are.
% if ( ! $ARGS{'UpdateType'} $ResponseDefault ) {
b% $TicketObj-RequestorAddresses() %/b
% }
after the '/select' of the $CanComment/$CanRespond block.
There's a drawback - it's not dynamic, if they change the Reply type to
Correspond, the requestors are still listed, and if they start as
Comment and change it to Reply, they're not listed.
OK, thanks a lot.
I use 3.8.1 and will look into how this can be applied to it.
The helpdesk came-up with another ticketing-system (Support Trio),
which barely passes as useful next to RT3 - but that is its only
notable feature.
It displays the name of the requestor in the top right corner of the
reply/comment page...
Cheers,
Rainer
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[rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow?
Hi, one thing that new users esp. seem to be missing is the possibility to display the name of the requestor on the screen where you compose the mail. Sometimes, our staff creates tickets on customer's behalf, sometimes not. So, you've got to watch when you type a reply and when it's just a comment. Can this be done relatively easily? Searching the wiki didn't give any obvious candidates... Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem with new RT installation
Am 22.09.2008 um 15:17 schrieb Gabriel Cadieux: hi all, this is my first post to the list, i hope it'll get through properly.. i tried searching the archives but found nothing related to this issue; i finally got RT loading up in the browser, it prompts me for username/pass, i can manage to login with the root account, but every single time i click something to change pages, it requests authentication all over again! this is driving me nuts, every single thing i try to do in the interface causes this (the functionality is fine mind you, it's just annoying and a bit too clumsy for production to have to re-enter credentials every single page). I assume you use MySQL. A lot of people who didn't set up all the tables correctly (or upgraded older ones not correctly) had this problem. Personally, I use PostgreSQL and I must say that the upgrade to 3.8.1 was the one that caused the least pain (we started with 3.4.something, moved to 3.6.3 and then I lifted it to 3.8.1, moving from FreeBSD5.4 over 6.2 to 7.0 eventually). It just took a lot of time because the the box is now old and slow ;-) The only problem is the large amount of dependencies that RT carries (FreeBSD installs well over 110 perl modules alltogether). I make a copy of the box in VMware and dry-run the upgrade there. So far, this has worked very well. cheers, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt: autogenerating password on first request
tyju tiui schrieb: Hi, I've looked high and low and can't seem to figure this one out. I'd like to automatically generate a random password for all new accounts (that is to say all accounts generated automatically by the system). When the account is created, the user will receive an e-mail with their password so they can login to their web account. The case for this is as follows: - User creates first request via e-mail - User receives return email with username / password to manage their account online - User now has the option to submit requests via e-mail or the web interface I'm already creating their account automatically, why not give them a password as well? Any advice on this issue would be appreciated. You mean like this: http://wiki.bestpractical.com/view/AutogeneratedPassword I admit I didn't find it linked in the Contrib section of the wiki (looking briefly), but searching for password will show it as the first link Regards, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] clickable links to other tickets in ticket history?
Dorothea Muecke-Herzberg schrieb: Hmm, I have been contemplating upgrading to 3.8(.1) for a little while now, one reason being that sorting by custom fields in search results is not working in 3.6.3. is it _just_ a matter of configure, make build, make upgrade? Depends on your setup. I usually also upgrade the OS (FreeBSD) when I upgrade RT, and sometimes also the DB (PostgreSQL) to a new major version. That takes longer. But apart from that, its not too difficult, if you can schedule a maintenance-window large enough. And try to test the upgrade in VMWare Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.1 - Forcing Time Field to Be Updated
Paul Broadwith schrieb: Can somebody tell me how I can force the person updating a ticket to complete the Worked / Time field, even if they have to enter 0 in there? It's an often requested feature. It's so often requested, that I'm beginning to wonder why nobody comes up with a contrib-patch. Maybe that's one of the things you learn on th RT trainings ;-) Rainer ___ 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
[rt-users] Let SelfService users modify a custom field, but only once?
Hi, is there a way to let SelfSerice users modify a custom-field (that e.g. let's them rate the support they got on the ticket on a scale of 1-10 or so), but only once? Regards, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Issues on RT 3.8.1
Am 26.08.2008 um 17:15 schrieb rmp dmd: Hi, First, I'd like to say great job on putting up an excellent documentation that is easy to follow for upgrading 3.8.1. I'm newbie RT user/admin but was able to do the updagrade easily. I just have few minor issues on 3.8.1. - On RT at Glance the link for Bookmarked Tickets, 10 highest priority tickets I own, 10 newest unowned tickets are pointing for http://localhost/rt/Search/Results.html?format... How can change this link to http://mydomain.com/rt/Search/Results.html? format... ? I already asked this. It's a new option in RT_Config.pm that previously wasn't there (or wasn't necessary). I think it's $Webdomain. - While I'm exploring the new interface 3.8.1, I stumble in this weird scenario which I'm not sure if it's normal or bug. when I click Home-Tickets-configuration, it will be on site http://mydomain.com/rt/Admin/index.html but it will ask me to log again. same thing when I click Home- simpleSearch-tickets-Tools, it will on site http://mydomain.com/rt/Tools/index.html but it will ask me to log again. I'm not sure what else is in ther but this may be nuisance. Haven't seen that one. What's in the log when you do that? Rainer___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems since upgrading to RT 3.8.x
Am 26.08.2008 um 20:41 schrieb Shannon Adams: I have 3.8.1 installed, but we have had several problems that started since going to 3.8.0. 1. Randomly logging users out of RT. One example is when a user clicks on ## highest priority tickets I own. It brings up the top tickets, but when they click on one, it takes them back to the login screen. When they log back in, it takes them into the ticket they clicked on before they logged out. I also found that, on my test-install. However, clearing mason-cache and local browser cache seems to have cured it. RT seems to cache very aggressively and that can lead to some strange effects. Rainer ___ 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
[rt-users] Other RT re-opening tickets we close in our RT...
Hi, I found we have a vendor that also uses RT. We had a ticket open with them, which got opened when they mailed a password to one of our RT-maintained email-addresses and created an autoreply which triggered an autoreply from their RT. Now, whenever I close the ticket, I get it re-opened again by an autoreply from their RT How do I get out of this? Is there a way to have RT ignore autoreplies from its cousins? Thanks in advance, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Timer for TimeWorked
Greg Evans schrieb: That seemed weird to me as well, but I have an example here (that I got somewhere else) that I was working from. Here is the code of the example if you would like to try to paste it into a file and see what happens. Hi, did you find a working solution for your problem in the meantime? I couldn't find anything in the wiki about it. I either need to get a timer working (with a start/stop button, which I personally find stupid but may be helpful to some of our users) or at least I need to make Time Worked a mandatory field. Browsing through my personal RT archive, it seems this feature request comes up every once in a while Any ideas? Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is there a statistic that lists tickets per requestor?
Emmanuel Lacour schrieb:
On Sat, Aug 16, 2008 at 11:26:04PM +0200, Rainer Duffner wrote:
Hi,
I'd like to have statistics that list - per queue - which requestors
requested how many tickets.
Is that possible?
Yes, make a search for all tickets in the wanted queue on the web UI,
then at the bottom of the result (list of tickets), you will see Chart
'bar' by 'status'. Changes status to requestor and click on Go.
You will get a chart on the count of tickets per requestor for this
queue.
OK, this works for e.g. Status.
But when I select Requestor from the drop-down, I get a quasi-empty
chart and this in the log:
[Tue Aug 19 08:50:12 2008] [warning]: DBD::Pg::st execute failed:
ERROR: column users_5.name must appear in the GROUP BY clause or be
used in an aggregate function at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line
505. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Tue Aug 19 08:50:12 2008] [warning]: RT::Handle=HASH(0xb75825c)
couldn't execute the query 'SELECT DISTINCT COUNT(main.id) AS id,
Users_5.Name AS col1 FROM Tickets main JOIN Groups Groups_1 ON (
Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor'
) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers
CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId !=
CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId =
Groups_1.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_4 ON (
CachedGroupMembers_4.GroupId != CachedGroupMembers_4.MemberId ) AND (
CachedGroupMembers_4.GroupId = Groups_1.id ) LEFT JOIN Users Users_3 ON
( Users_3.id = CachedGroupMembers_2.MemberId ) LEFT JOIN Users Users_5
ON ( Users_5.id = CachedGroupMembers_4.MemberId ) WHERE (main.Status !=
'deleted') AND (main.Status != 'rejected' AND main.Created '2008-07-31
22:00:00') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)
GROUP BY Users_3.Name ' at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb75825c)',
'SELECT DISTINCT COUNT(main.id) AS id, Users_5.Name AS col1 FR...')
called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm
line 238
DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xc54732c)')
called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 164
RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xc54732c)')
called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm
line 498
DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xc54732c)')
called at /usr/local/rt38/bin/../lib/RT/Report/Tickets.pm line 228
RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xc54732c)')
called at /usr/local/rt38/share/html/Search/Elements/Chart line 71
HTML::Mason::Commands::__ANON__('ChartStyle', 'bar', 'Order',
'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created
\'2008-08-01\'', 'Rows', 50, 'SecondaryGroupBy', ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc5474e8)',
'ChartStyle', 'bar', 'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status !=
\'rejected\' AND Created \'2008-08-01\'', 'Rows', 50, ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278
eval {...} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp('undef', 'undef', 'ChartStyle', 'bar',
'Order', 'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created
\'2008-08-01\'', 'Rows', ...) called at
/usr/local/rt38/share/html/Search/Chart.html line 70
HTML::Mason::Commands::__ANON__('Rows', 50, 'PrimaryGroupBy',
'Requestor', 'Format', '\' ba
href=__WebPath__/Ticket/Display.html?id=__id___...', 'Order',
'ASC|ASC|ASC|ASC', 'ChartStyle', ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc2bc8d4)',
'Rows', 50, 'PrimaryGroupBy', 'Requestor', 'Format', '\' ba
href=__WebPath__/Ticket/Display.html?id=__id___...', 'Order',
'ASC|ASC|ASC|ASC', ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278
eval {...} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Rows', 50,
'PrimaryGroupBy', 'Requestor', 'Format', '\' ba
href=__WebPath__/Ticket/Display.html?id=__id___...', ...) called at
/usr/local/rt38/share/html/autohandler line 308
HTML::Mason::Commands::__ANON__('ChartStyle', 'bar', 'Order',
'ASC|ASC|ASC|ASC', 'Query', 'Status != \'rejected\' AND Created
\'2008-08-01\'', 'Rows', 50, 'PrimaryGroupBy', ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason
Re: [rt-users] Rt 3.6 or 3.8 ?
Albert Shih schrieb: Hi all I'm running FreeBSD, and at this moment I don't have the rt36 ports (freebsd package system). Of course I can install manually, but I'm a little stupid about CPAN (OK I think If I very want to I can install 3.8, but that's mean I don't use ports, and that s*** for maintaint uptodate all ports). You (really) want to use the FreeBSD ports-system to install all the stuff that RT requires - installing RT via ports is optional, IMO. ATM, there's also no 3.8.x port anyway. The second point is I'm just going to begin using RT. The third point is : I'm going to use RT with mail (less I can use web interface more I feel confortable), so I don't knwon the compatibility between 3.8 and something like Command by email (see http://wiki.bestpractical.com/ view/Extensions). My question is : What time you think the 3.6 version can be supported ? Or you advise is very to use 3.8 and don't start with 3.6 ? Supported is probably a question of how much you pay BP. I think they still support a number of customers with very old releases. Using it only by email is a bit weird, IMHO - it kind of negates all the advantages the web-interface has over Inboxes.. cu, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is the path to gpg hardcoded somewhere?
Ruslan Zakirov schrieb: Use 'call' option in GnuPGOptions in the config. It's not fully hardcoded, exec system call is used and on my system (linux) it scans PATH dirs. OK, I suspected something like this. But I'm not sure I want to set the www user's PATH so that it sees /usr/local/bin. I've disabled GnuGP in the meantime, because I was unable to set it up completely. I must first read-up on why it insists on using some sort of pin-entry device when I want to create a key... Regards, Rainer ___ 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
[rt-users] Is the path to gpg hardcoded somewhere?
Hi, I ask because, in 3.8.1rc5, if I create a symlink to /usr/bin/gpg (from /usr/local/bin/gpg, where it lives on FreeBSD), I can at least login again ;-) Regards, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] customizing rt, question
Am 15.08.2008 um 22:53 schrieb Chaim Rieger: we (the company i work for) is thinking about allowing web access to the world for our rt. we have multiple instances of it in house, and use it extensively. however prior to rolling it out, they would like to see a plain login page with nothing but Login/Username/Passwd, no versions, no links, no logos. is this doable ? would we have to purchase support in order to remove the logo ? The modifications (disable the logo etc.) should be done in RTHOME/ share/html/Elements/Footer But leave this file unmodified. Instead copy it to RTHOME/local/html/ Elements/Footer and edit it there. See: http://wiki.bestpractical.com/view/CleanlyCustomizeRT Rainer ___ 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
[rt-users] Software caused connection abort (RT 3.8.1rc5)
Hi, I get a lot of these: Aug 17 00:51:35 rt3 RT: Apache2::RequestIO::rflush: (53) Software caused connection abort at /usr/local/lib/perl5/site_perl/5.8.8/HTML/ Mason/ApacheHandler.pm line 1020 (/usr/local/rt38/bin/webmux.pl:150) This is my test-box - I checked and I already get them with the currently running RT3.6.3 on the production-system. It's not someone clicking the Cancel-button in his browser (as Ruslan suggest in a mail from 2006) - it appears way too often in the logs for that. What else could these mean? Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 - clicking on the searches on the at a glance page results in URLs with localhost
Am 04.08.2008 um 15:19 schrieb Jesse Vincent: I can create normal searches and they work - though, I don't know if it is supposed to be normal that clicking on the And/Or button changes all ANDs to OR and vice-versa. I would have expected it to change only the selected line. It changes only items at the same parenthesis depth. A OR B AND C OR D doesn't make much sense until you say A OR (B AND C) OR D. OK. I see. The other issue (localhost in URL) is a missing configuration-item in the inherited RT_SiteConfig. After adapting that to the way RT wants to have it now, it works. cheers, Rainer ___ 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
[rt-users] RT 3.8 - clicking on the searches on the at a glance page results in URLs with localhost
Hi, when I click on either the 10 newest unowned tickets or 10 highest priority tickets I own-link, a URL with localhost:80 geht's created. I can create normal searches and they work - though, I don't know if it is supposed to be normal that clicking on the And/Or button changes all ANDs to OR and vice-versa. I would have expected it to change only the selected line. This is my test-install - I'll probably wait for 3.8.1 before I update my production system - but I'd like to know what causes this. This is RT3.8 on FreeBSD7 with PostgreSQL 8.3.9, apache 2.2.9 and modperl2, upgrade from 3.6.3. Has anyone seen this? RT3.8 looks nice, though. cheers, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Permissions by custom field
Todd Chapman schrieb: It is possible without a special queue, and it's not that hard. :) OK, can you point me to where this is described? Or describe it yourself? Because I was looking for it very long in the wiki and couldn't find it ;-) Best Regards, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Permissions by custom field
Braam van Heerden schrieb: Kenneth, Todd Chapman sent some suggestions I will try. I will try to be a bit more clear in my problem statement: I solved this by creating a queue for the customer and making one user a privileged user for that queue only. So he can see all tickets. Support staff here must move tickets into that queue first, though. (I think that's all I had to do, but I can't remember 100%). This is really one of the few problematic areas of RT - it's a common problem with control-freak bosses of partners who want to see all tickets, so they can judge (from the amount and from cross-reading them) if there is a problem or not... I wish, this was possible without a special queue. cu, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Migraton from 3.4 to 3.8?
Richard Hartmann schrieb: Hi all, I just wanted to check that a migration from 3.4 to 3.8 is going to be supported, i.e. that if there is a need for database conversion, the tools are provided by upstream. Database? And, as pointed out, unless the DB spans a rack full of storage, try it on a copy. I did a migration from 3.4 to 3.6.x and PostgreSQL almost bit me (because of unicode characters in the DB that later releases of PostgreSQL wouldn't accept anymore). Moving from FreeBSD5.4 to 6.2, advancing two PostgreSQL releases (8.0 to 8.2) and one RT3 release also resulted in a noticeable speed-increase. On the same hardware. Will look to try out 3.8 soon. cheers, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] At Mail list info
James Treleaven schrieb: Indeed it is on code.google.com. I had a bit of trouble finding it so here is the url for those interested: http://code.google.com/p/asset-tracker-4rt/ I get a 502 on that one now... Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 and Fetchmail
Candelario, Bill schrieb: Hi, I've recently upgrade to Exchange 2007 from 2003 and am having issues with logging into our mailbox using fetchmail via POP3. I am able to telnet into the server via POP3 and log in but when fetchmail tries it it says bad username and password. I was wondering if anyone would know if it was an issue with certifcates, that are now an important piece with Exchange, or if it's a special setting on fetchmail that I have to use. I have it working. Be sure to use the same hostname in the .fetchmail.conf as in the certificate. EXC2K7 will announce that it can do POP3+SSL and fetchmail will try to use it. If you used the wrong hostname, it will complain. Run fetchmail with -v to see what it's doing. cheers, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface]
Todd schrieb: He has a blog... http://www.shinmashii.net/ Sounds like he is a very unpleasant person in most areas of his life and not liked by many. Yeah, but he's defintely the Brian Kroger who made that bug report. http://www.shinmashii.net/?p=28#comments If we continue to post in this thread (mentioning his name: Brian Kroger), even more Google hits will point his name to it (it's not a very common name, it seems). So his future employers get a good idea of him ;-) Hm. The SSL Certificate on his site lists his location as Des Moines, Washington. I wonder, which one of these: http://en.wikipedia.org/wiki/List_of_social_networking_websites he actually works for? Hm. Found his profile here: http://www.rentacoder.com/URLSEO/RentACoder/SoftwareCoders/showBioInfo!asp/x!Corvallis/y!Oregon/lngAuthorId!1333636/JGHart.htm ;-) He could have smiled, at least. (He somehow created two profiles there, one short one and a longer one) The last time he got some attention was here, I think: http://gallery.shinmashii.net/main.php?g2_itemId=4179 (Found via this posting: http://readlist.com/lists/gentoo.org/gentoo-user/18/90452.html - ironically, the poster also has a surname of Vincent - can you believe this?) That one's homepage is at http://daevid.com/ - it also lists some other social networking sites that he's a member of. I'd hazard a guess that somewhere in these contacts, we may also find Mr. Kroger (and thus very likely the company he's working for). I am not a member of these sites (and don't plan to sign up just for that, but if you're already subscribed... So, Bryan, here's your 15 minutes of fame. Good luck with the rest of your life. cheers, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
[rt-users] Postgres doesn't like Barracuda notification mails
Hi,
I got a lot of mails from my fetchmail-cronjob this morning, that said:
RT server error.
The RT server which handled your email did not behave as expected. It
said:
no connection to syslog available
- stream /dev/conslog is not writable
- console is not writable at
/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 77
Stack:
[/usr/local/lib/perl5/5.8.8/Carp.pm:269]
[/usr/local/lib/perl5/5.8.8/mach/Sys/Syslog.pm:802]
[/usr/local/lib/perl5/5.8.8/mach/Sys/Syslog.pm:709]
[/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm:77]
[/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Output.pm:41]
[/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:100]
[/usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm:79]
[/usr/local/lib/perl5/5.8.8/Carp.pm:272]
[/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:518]
[/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:353]
[/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm:66]
[/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:1294]
[/usr/local/rt3/lib/RT/Record.pm:310]
[/usr/local/rt3/lib/RT/Attachment_Overlay.pm:207]
[/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189]
[/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189]
[/usr/local/rt3/lib/RT/Transaction_Overlay.pm:487]
[/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158]
[/usr/local/rt3/lib/RT/Record.pm:1446]
[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:746]
[/usr/local/rt3/lib/RT/Interface/Email.pm:730]
[/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
fetchmail: MDA returned nonzero status 75
In the rt.log, there was this:
[Wed Oct 17 07:05:03 2007] [warning]: DBD::Pg::st execute failed:
ERROR: invalid byte sequence for encoding UTF8: 0xdc62
HINT: This error can also happen if the byte sequence does not match
the encoding expected by the server, which is controlled by client_e
ncoding.
(/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Wed Oct 17 07:05:03 2007] [warning]: RT::Handle=HASH(0xae33e88)
couldn't execute the query 'INSERT INTO Attachments (ContentType, Parent,
Subject, Filename, Headers, Creator, MessageId, Created, Content,
ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'
at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xae33e88)',
'INSERT INTO Attachments (ContentType, Parent, Subject, File
na...', 'text/plain', 27634, '', 'undef', 'Content-Type: text/plain;
charset=utf-8\x{a}Content-Transfer-En...', 14039, '', ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 353
DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xae33e88)',
'Attachments', 'ContentType', 'text/plain', 'Parent', 27634, 'Sub
ject', '', 'Filename', ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm line 66
DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0xae33e88)',
'Attachments', 'ContentType', 'text/plain', 'Parent', 27634,
'Subject', '', 'Filename', ...) called at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1294
DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0xd662500)',
'ContentType', 'text/plain', 'Parent', 27634, 'Subject', '',
'Filename', 'undef', ...) called at /usr/local/rt3/lib/RT/Record.pm line 310
RT::Record::Create('RT::Attachment=HASH(0xd662500)',
'TransactionId', 53476, 'ContentType', 'text/plain', 'ContentEncoding',
'none'
, 'Parent', 27634, ...) called at
/usr/local/rt3/lib/RT/Attachment_Overlay.pm line 207
RT::Attachment::Create('RT::Attachment=HASH(0xd662500)',
'TransactionId', 53476, 'Parent', 27634, 'Attachment', 'MIME::Entity=HASH(
0xd5ec140)') called at /usr/local/rt3/lib/RT/Attachment_Overlay.pm line 189
RT::Attachment::Create('RT::Attachment=HASH(0xd673fb8)',
'TransactionId', 53476, 'Parent', 27633, 'Attachment', 'MIME::Entity=HASH(
0xd00e02c)') called at /usr/local/rt3/lib/RT/Attachment_Overlay.pm line 189
RT::Attachment::Create('RT::Attachment=HASH(0xd570aa4)',
'TransactionId', 53476, 'Attachment', 'MIME::Entity=HASH(0xd31a734)') call
ed at /usr/local/rt3/lib/RT/Transaction_Overlay.pm line 487
RT::Transaction::_Attach('RT::Transaction=HASH(0xd63d5d8)',
'MIME::Entity=HASH(0xd31a734)') called at /usr/local/rt3/lib/RT/Transac
tion_Overlay.pm line 158
RT::Transaction::Create('RT::Transaction=HASH(0xd63d5d8)',
'ObjectId', 3687, 'ObjectType', 'RT::Ticket', 'TimeTaken', 0, 'Type', 'C
reate', ...) called at /usr/local/rt3/lib/RT/Record.pm line 1446
RT::Record::_NewTransaction('RT::Ticket=HASH(0xd4ea008)',
'Type', 'Create', 'TimeTaken', 0, 'MIMEObj', 'MIME::Entity=HASH(0xd31a734
)') called at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 746
RT::Ticket::Create('RT::Ticket=HASH(0xd4ea008)', 'Queue', 13,
'Subject',
[rt-users] SeeQueue and SelfService interface to create tickets
Hi, I've got a question regarding RT-rights. RT (3.6.4) has been working fine, I've setup various queues and the SelfService Interface worked. Recently, we had to have a customer with the right to see all the tickets in his queue (and only see his queue). I did this by removing the SeeQueue right from Everybody and creating a group for this one privileged user of the customer, who can see only this queue. But as a result (of revoking the SeeQueue-right from Everybody, the users of the SelfService interface can no longer open tickets in the interface, because they can't see (and set) the queue. Has anybody got an idea how to solve this problem? On a related note, the SelfService Interface doesn't show any option to sort/search the tickets. I've just got open tickets / closed tickets. Is there a way to show a better interface that allows SelfService users to better sort their tickets? cheers, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] SeeQueue and SelfService interface to create tickets
Am 26.09.2007 um 19:25 schrieb Kenneth Crocker: Rainer, Yes, there are a couple different ways. One is to create a user group for each queue (named appropriately) followed by granting the SeeQueue right to each individual queue for it's corresponding user group. In essence, just what you did for that one queue/group, do for the others only you can give the right to Everybody in the other queues. That's one way. You can also grant the ShowTicket and ReplyToEmail privileges as well to these groups. This will allow them to actually SEE the info in their tickets in the queue, not just create them, and to Reply as well in case there is some correspondence. This will keep other users from other queues/groups from creating/seeing/replying to tickets in a queue they are not associated with. We have over 50 support queues and VERY FEW Global rights granted. I've not granted Global rights either (apart from save searches, IIRC). But Everybody is everybody. You can also be even more restrictive by using the role Requestor for some of these rights to keep users in a common group form getting involved in tickets they didn't create. Hope this helps. After thinking about it some more (which usually happens after one posts), I assigned the right SeeQueue to the Unprivileged System Group. This way, privileged users from other queues will not be able to see the queue, but unprivileged SelfService users should be able to use it just as if the right was granted to Everybody. I don't want to create too many groups - even with RightsMatrix, it can become very unwieldily, IMO. I also wanted to create as few queues as possible cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Fresh Installation
Am 22.08.2007 um 15:20 schrieb Tamer Tayea: Hi , I am trying to build a new RT box.. I thinking about using installing RT 3.6.4 on RedHat Linux AS or ES 4 Update 5 with MySql 5.0 .. Any issues I may run into if I use this combination.. I don't think RHEL4 comes with all the PERL modules needed to satisfy all the dependencies. Thus, you will have to install the missing ones via CPAN. In the past, updates delivered by RedHat had the potential to hose these CPAN-installed bits. In fairness, I don't think this is the case anymore. But as the wiki mentions, if you know a bit of FreeBSD, it's by far the best platform to run RT on, and also the easiest to get it running in the first place. Are there any specific reasons why you would go with RHEL4? I'd consider RHEL5 or CentOS5 (if FreeBSD is no-go), because they come with MySQL5.0 by default anyway. Or skip MySQL all together and go for PostgreSQL right away. cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Management with RT?
Am 22.08.2007 um 23:14 schrieb Kenneth Crocker: Aaron, I'm not sure I understand your question. By csr I guess you mean the customer/user. CSR=Customer Service Representative. An euphemism for help desk monkey ;-) That person initiates the ticket either thru E_mail or the web. A Superuser can change anything, but superuser rights are not required for this. ModifyTickets would suffice. YOu haven't describes the privileges you have set up. I don't know if what Aaron want's to do is possible completely with RT3. At the end of the day, RT is a tool to handle incidents and, as the name suggests, requests from customers. Having notes and other things in there is probably not impossible (with Asset-Tracker, there's even more stuff). But it somehow defies the original purpose in that tickets get opened, worked upon and closed. RTFM could perhaps be modified to store per-customer info that is not tied specifically to a ticket. Or AssetTracker (haven't played with it recently - the project still lacks a homepage to channel support- request and user-to-user communication). That said, there's no question that RT needs to get more customer- centric (or project-centric), in the sense that (e.g.) there are often cases where one wants to have a way to get a per-company view of tickets (because e.g. project-management at customer-company wants to see how many and what kind of tickets all the 3rd-party developers and contractors have opened in the name of his company). One could create a queue per company and make some people privileged users without the right to view comments - but with many projects/ companies/customers, it will get _very_ convoluted. There was a thread some months ago about RT 4 (by Jesse) - most of the brainstorming is in that thread. The trick with all this is to not let RT become into some silly CRM- like tool that has many options and features but makes dealing with tickets difficult and slow. All the above stuff has nothing to do with what people in helpdesks have to do (take ticket, answer, wait for feedback, next), yet those other feature are what differentiates Helpdesk-solutions to those who decide about procurement/installation (management, etc.). cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE [EMAIL PROTECTED] ___ 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
[rt-users] Cannot extract articles into RTFM
Hi, I have RT 3.6.4 and RTFM 2.2.0 RC5. When I want to extract an article, the little drop-down boxes supposed to let you pick different parts of the message just show a - and don't let me select anything. rt.log doesn't show anything. Is there a way to debug this? Best Regards, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Update from 3.4.2 to 3.6.4 - now, only metadata and the history of an old ticket is shown
Am 29.07.2007 um 09:24 schrieb Rainer Duffner: Hi, I read about that, thanks. The problem was that I had already upgraded the server - the original DB was only available as a tar.gz, which I installed on a fresh FreeBSD5.4. What does one take as parameters for iconv? I tried UTF-8 to UTF-8, but that didn't change the file. OK, the proposed solution from the Postgresql 8.1 release-notes didn't do anything (http://www.postgresql.org/docs/8.1/static/release-8-1.html), iconv -c -f UTF-8 -t UTF-8 dumpfile.sql cleanfile.sql md5 of both files was equal. So, I cleaned it by hand. As Kenneth pointed out, there were very few occurrences that postgresql didn't like. Luckily. The line-numbers that psql spat out are not the absolute line-numbers in the file, but relative to the start of the COPY attachments statement. I set :set list and :set encoding=utf-8 in vim and could edit those out. Phew. System is up and running now, and seems to be working like before. Good that we don't need it - yet - on weekends ;-) I must admit that before upgrading, I hadn't touched the installation of RT3 on this system for probably 18 months. I had tested the upgrade on a test-system, but it escaped me that the attachments weren't shown... Talk about general sloppyness cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE [EMAIL PROTECTED] ___ 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
[rt-users] Bestpractical website maintenance?
Hi, I get a long wait and then a 500 internal server error of the web-page? Maintenance? cheers, Rainer ___ 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
