Re: [rt-users] Deleting one attachment

[Ram]

>
> Sorry for not seeing this sooner, but I'll leave this for people wondering
> about the same in the future.
>
> We have sucessfully deleted single attachments from a ticket using
> rt-shredder. Issue the command like this;
>
> rt-shredder --plugin 'Objects=Attachment,​'
>


This is what I expected to be able to do but it's not on the web docs nor
the built-in USAGE. Guess I could've read through the code to confirm.
Thanks for follow up here Thomas!

Confirmed this works on rt 4.4.1.

br,
ram
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Deleting one attachment

[Ram]

Inline..
> A user at work added an attachment that violates corporate policy to a
> ticket; the ticket itself is valid and must be kept. I need to delete the
> attachment. A quick look at the rt-shredder tool does not make it apparent
> to me how to do this with rt-shredder. I can readily do it editing the db
in
> mysql but I'd rather use rt-shredder if it will do the job.
> any help?

I'll be going with a direct DB edit which I'm documenting here for the next
person. Since I just want to suppress the file and do not want to hide the
fact that it existed. Here is what I did, be very careful! If you don't
know SQL or you don't understand every step below then find someone else to
help you - this is the WRONG PATH for you:

1 Get the attachment id of the attachment to remove (as of RT 4.4.1  it's
the *second* number in the URL that displays the attachment).

2 Add a comment to the ticket indicating that you are deleting the
offending attachment for policy violation (or whatever you motive).

3 Run this command to improve your odds of not messing up and deleting the
wrong transaction:
> select id, Transactionid, MessageId, Subject, Filename, ContentType,
ContentEncoding, Headers, Creator, Created from Attachments where id=
ATTACHMENT_ID_FROM_STEP_1 \G

4 If that looks right to you then run this SQL against A TEST COPY OF YOUR
DB to ensure you are killing the right attachment
> update Attachments set Content = NULL where id =
ATTACHMENT_ID_FROM_STEP_1 limit 1;

5 Go look at the ticket in RT and ensure that you did indeed eliminate the
offending attachment.

6 Repeat steps 3,4,5 in your production environment.

7 Do not call me if you shot yourself in the foot. No warranty expressed or
implied!

If this isn't perfectly clear, hire Best Practical (
https://bestpractical.com/)  to do it for you.

cheers,

Ram
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Deleting one attachment

[Ram]

Inline...


On Wed, Oct 19, 2016 at 9:39 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:

> On Wed, Oct 19, 2016 at 11:28 AM, Ram <ram0...@gmail.com> wrote:
> > Hi all,
> > A user at work added an attachment that violates corporate policy to a
> > ticket; the ticket itself is valid and must be kept. I need to delete the
> > attachment. A quick look at the rt-shredder tool does not make it
> apparent
> > to me how to do this with rt-shredder. I can readily do it editing the
> db in
> > mysql but I'd rather use rt-shredder if it will do the job.
> > any help?
>
> Then perhaps something like:
>
> /opt/rt4/sbin/rt-shredder --plugin
> Attachments=files_only,1;file,some_secret_document.pdf
>
>
>
Thanks Matt. I did look at that - the problem is that DOC009.pdf is far
from unique in our system. What I really need is to specify the ticket id,
attachment id , or both. specifying a minimum size *might* work - I'd have
to check and see if that's the only DOC009.pdf over 75kb but I wouldn't be
surprised if there are others.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Deleting one attachment

[Ram]

Hi all,
A user at work added an attachment that violates corporate policy to a
ticket; the ticket itself is valid and must be kept. I need to delete the
attachment. A quick look at the rt-shredder tool does not make it apparent
to me how to do this with rt-shredder. I can readily do it editing the db
in mysql but I'd rather use rt-shredder if it will do the job.
any help?
thanks
Ram
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Block attachments by MIME type or filename

[Ram]

We're seeing a wave of infected zip files coming through. In the normal
course of business we get perhaps one legitimate zip file per year and a
few hundred infected ones. Any ideas on how to prevent our support staff
from downloading the zip files from tickets based on MIME type or filename?

thanks
Ram
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Consulting back-office or other departments without notifying requestor

[Ram]

>
> Hello group,
>
> We're using RT for several years now and upgraded recently to RT 4.4
> A lot of our tickets involve requests where the owner of the ticket needs
> to make some inquiries or put other departments at work.
> e.g. As a response to a ticket a new user account has to be created and
> some actions like delivering devices (smartphone, laptop) or giving access
> to applications has to be done by other departments.
>
> We could manually send out some answers or replies with the involved
> departments  in CC:
> But, since these are not comments,  by default the requestor gets all the
> correspondence as well, e.g. when the department answers that the
> smartphone is ready to be picked up.
> This is not what we want.
>
> The situation above can be compared with the queue "Investigations" in
> RTIR where new tickets are created, linked to the original one, but without
> notifying the requestor(s)
> Installing RTIR seems like overkill, since this has little or nothing to
> do with incidents.
>
> What is the best practice to create a working solution for this problem?
> Has anyone done this before? Are there some ready-made contributions that
> I can use?
> My knowledge of Perl is rather limited, so I could create a scrip but this
> should mainly be based on copy-pasting and little adjustments of examples.
>
> Much obliged,
> Lieven
>
>
Three options i can think of:
1 "comment" and and CC the other group; replies will also be comments and
therefor not sent nor seen by the requestor. This depends on you having a
-comment@ email address defined separately from the generic queue email
address.
2 Add the other group as Ticket AdminCC and then comment. This will result
in them seeing all the Ticket traffic which you may not want (or only
sometimes want).
3 Link tickets

I use all three of these depending on the situation
cheers
-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

Re: [rt-users] sort tickets in queue by email (Dumitru Catalin

[Ram]

Show the calls to rt-mailgate from your configuration file(s).



On Sat, Jan 23, 2016 at 11:51 PM, Dumitru Catalin <d.i.cata...@gmail.com>
wrote:

> Yes, i use rt-mailgate and postfix, and i set the corresponding alias in
> /etc/aliases
>
> În sâm., 23 ian. 2016 la 21:08, Ram <ram0...@gmail.com> a scris:
>
>> From: Dumitru Catalin <d.i.cata...@gmail.com>
>>> To: "rt-users@lists.bestpractical.com"
>>> <rt-users@lists.bestpractical.com>
>>> Subject: [rt-users] sort tickets in queue by email
>>> Message-ID:
>>> <
>>> camqs9gh3re5incnsqps9j9cu8h-ns-6kw4m_+5c-rtrvzwh...@mail.gmail.com>
>>> Content-Type: text/plain; charset="utf-8"
>>>
>>> Hello,
>>>
>>>
>>> I set replay address and comment address for a queue. All tickets sent to
>>> this address I want to be inserted in that queue, but the system try to
>>> create the ticket in General queue.
>>>
>>> I need some advice, how can I sort the ticket in queue by address
>>> specified
>>> for that queue.
>>>
>>>
>> If you are using rt-mailgate make sure for those email addresses to
>> specify the right queue name with "--queue queuename"
>>
>

Re: [rt-users] sort tickets in queue by email (Dumitru Catalin

[Ram]

>
> From: Dumitru Catalin 
> To: "rt-users@lists.bestpractical.com"
> 
> Subject: [rt-users] sort tickets in queue by email
> Message-ID:
> <
> camqs9gh3re5incnsqps9j9cu8h-ns-6kw4m_+5c-rtrvzwh...@mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Hello,
>
>
> I set replay address and comment address for a queue. All tickets sent to
> this address I want to be inserted in that queue, but the system try to
> create the ticket in General queue.
>
> I need some advice, how can I sort the ticket in queue by address specified
> for that queue.
>
>
If you are using rt-mailgate make sure for those email addresses to specify
the right queue name with "--queue queuename"

Re: [rt-users] RT and Disaster Recovery - problem

[Ram]

>
> Date: Wed, 2 Sep 2015 13:35:20 -0400
> From: Alex Vandiver 
> To: Guadagnino Cristiano 
> Cc: "rt-users@lists.bestpractical.com"
> 
> Subject: Re: [rt-users] RT and Disaster Recovery - problem
> Message-ID: <20150902173520.ga...@chmrr.net>
> Content-Type: text/plain; charset=us-ascii
>
> On Wed, Sep 02, 2015 at 03:11:52PM +, Guadagnino Cristiano wrote:
> > Our RT servers are virtualized on VMware.
> > [snip]
> > However, the problem is that - after reconfiguring the VMs - RT becomes
> > slow as a snail (tens of seconds for each page change/refresh).
>
>


G, on your DR box time exactly how long the home page takes to load. Three
times in a row, each time. The length of the delay may be very telling.

Re: [rt-users] Warning before sending correspondence

[Ram]

  We just got ... singed ... when someone accidentally sent a comment as
 correspondence.  Even with the red background in the message box.
 
  I'm guessing that this is a common failure mode, and am wondering
 whether there is a { setting, plugin } that will pop up a This is going to
 the Requestor ... are you sure? alert before sending?

 There's definitely no setting and I don't think I've seen a plugin for
 this.  Although this sounds like one of those cases where a technological
 solution to a problem with people might not be the answer perhaps modifying
 the textbox with some default text (ie. This response will be seen by
 customers - remove this text.) for correspondence with something they have
 to actually remove before typing might be a relatively simple way to
 achieve some warning.


I agree with Landon's opinion here, a pop-up alert is overly heavy handed.
Clearer wording should do it. I had a similar problem when we first started
using RT, my solution was to change the labeling. The easiest way to do
this:
1 create a file: rt/local/po/en.po [assuming en is the language your
folks use]
2 in that file put the following text (I indented for clarity in this
email, you should not indent in the file):

msgid Reply
msgstr Public Reply

msgid Comment
msgstr Private Comment


be sure that the directory and file permissions are similar to other parts
of the rt folder so you don't get permissions errors. As usual when
changing RT config or files you should clear the mason cache (rm -rf
rt/var/mason_data/obj/*) and restart the webserver.

cheers,
ram

[rt-users] Apache Session locks in mysql slow query log

[Ram]

Hey folks,

Running rt-4.2.2, mysql 5.6.20 x64, centos 6 current my mysql slow_query
log shows many queries of the form:

 # Time: 140818  9:40:45
 # User@Host: rt_user[rt_user] @ localhost []  Id: 25407
 # Query_time: 2.002034  Lock_time: 0.00 Rows_sent: 1  Rows_examined: 0
 SET timestamp=1408369255;
 SELECT GET_LOCK('Apache-Session-0761de9e80f5596ac2a5201158f795a8', 3600);


Sessions are handled by Apache File Session:

 Set($WebSessionClass, Apache::Session::File);

Two seconds seems like an long time for this, what am I missing?

thanks
Ram
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Query

[Ram]

 From: Bryon Baker


It looks like I should be able to do this using the Session table.  If this
 is true is there a definition for the blob somewhere?


If you store your sessions in the RT DB as I do you can get a list of
sessions:
 mysql select id, LastUpdated from sessions;

In any case you can always parse RT Session blobs using the rt session
viewer:
  http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html

cheers,
ram
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Query

[Ram]

Examine the output of rt-session-viewer.


Is there a way to tie a session id to a user?

 It looks like I should be able to do this using the Session table.  If
 this is true is there a definition for the blob somewhere?



 If you store your sessions in the RT DB as I do you can get a list of
 sessions:

  mysql select id, LastUpdated from sessions;



 In any case you can always parse RT Session blobs using the rt session
 viewer:

   http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html



 cheers,

 ram

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Different template according to requestor email address

[Ram]

 How can I separate these to get different messages according to their email
 address?


My first inclination would be to duplicate the Scrip(s) in question (e.g.
On Correspond Notify Requestors and CCs).

For the Internal Scrip change the template to be your internal template.
Put in a custom condition to see if any of the planned recipients are
internal - if no then bail out. Put in a custom action preparation code
that strips out any recipients which are not internal.

Now for the External Scrip do the same but check for external recipients,
strip internal recipients, and use your External template.

cheers
ram
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] Mysql Partitioning of Attachments table

[Ram]

Hey folks,
I'm running RT4.2 mysql 5.5 with file_per_table; my Attachments table has
grown quite large and it's becoming a nuisance to maintain it. I think the
right solution is to partition to table into multiple files.

Since the table is write once read many it makes sense to me to partition
based on current partition file size (ie when this partition file of the
Attachments table greater than say 100MB create a new partition file and
use that as current). This way table optimize will only happen on the
newest partition(s) as the old ones will be optimized one last time (after
the final write that exceeds the file size threshold) and then will remain
a static file.

Unfortunately it seems that mysql does not support partitioning that way so
my next best option is probably to partition by id or Created and assign
ranges but I would rather do future partitioning automatically.

Any suggestions welcomed.

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

Re: [rt-users] Rights for Linking Ticket

[Ram]

 On 02/28/2014 12:32 PM, Ram wrote:
  Hey folks,
  Using RT 4.0.2.
  I have a queue most of our staff is authorized to view/view
  summaries/comment/reply/modify/... and another queue that most staff can
  create tickets in and , as requestors, can view their own tickets and
  add replies but they don't have more general capabilities.
 
  The situation has come up where I want to enable regular staff to link
  (RefersTo) tickets in the queue they normally work on to the queue that
  they are only ever requestors of. What is the appropriate Right to grant
  and where?
 
  This is what we have put another way:
  queue 1: all group 'staff' have full user and staff rights
  queue 2: all group 'staff' can can create tickets and modify their own
  ticket.
  I want folks in group 'staff' to be able to link a ticket in queue1 to a
  ticket in queue2.
 
  thanks
  ram

 The best way to do this is to change $StrictLinkACL in RT_SiteConfig.pm

 http://www.bestpractical.com/docs/rt/4.0/RT_Config.html#StrictLinkACL

 That way you don't have to grant the requestors ModifyTicket.


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

[rt-users] Rights for Linking Ticket

[Ram]

Hey folks,
Using RT 4.0.2.
I have a queue most of our staff is authorized to view/view
summaries/comment/reply/modify/... and another queue that most staff can
create tickets in and , as requestors, can view their own tickets and add
replies but they don't have more general capabilities.

The situation has come up where I want to enable regular staff to link
(RefersTo) tickets in the queue they normally work on to the queue that
they are only ever requestors of. What is the appropriate Right to grant
and where?

This is what we have put another way:
queue 1: all group 'staff' have full user and staff rights
queue 2: all group 'staff' can can create tickets and modify their own
ticket.
I want folks in group 'staff' to be able to link a ticket in queue1 to a
ticket in queue2.

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

Re: [rt-users] Searching For Tickets Without Reminders

[Ram]

  One of the users asked if we can modify the 'my stagnant tickets' search
  to omit tickets that have an open reminder set. This seems like a
  reasonable approach. Anyone know how to do this using RT Ticket Searches?
 



 You can create a ticket CustomField 'has_open_reminder' and create an
 global scrip which:
 * on reminder create set the ticket CF 'has_open_reminder' to 'yes'
 * on reminder open set the ticket CF 'has_open_reminder' to 'yes'
 * on reminder close set ticket CF 'has_open_reminder' to ''
 You can then add to your dashboard search:
 AND 'CF.{has_open_reminder}' != 'yes'


This is a clever approach, thanks for the suggestion Chris.

cheers
ram

Re: [rt-users] Searching For Tickets Without Reminders

[Ram]

 On Thu, Jan 02, 2014 at 01:33:03PM -0800, Ram wrote:
 We have a class of requests that require us to take an action which
 may take a few weeks; in
 these cases the support folks set a reminder for e.g. 3 weeks. We
 don't to close these tickets
 b/c they are still being serviced and should show up in the various
 reports that check for
 ticket status. OTOH these aren't stagnant tickets in the sense that
 they are correctly on hold
 for a few weeks.
 One of the users asked if we can modify the 'my stagnant tickets'
 search to omit tickets that
 have an open reminder set. This seems like a reasonable approach.
 Anyone know how to do this
 using RT Ticket Searches?

 While you can search for tickets with Links (or tickets linked to a
 specific ticket) using syntax such as DependedOnBy = 12345 or
 DependedOnBy IS [NOT] NULL, you cannot search on attributes of the
 object on the far side of the link (You want to be able to write
 ReferredToBy.Type = 'reminder' to find tickets with a refers to link
 to tickets with type reminder).

 If you never use links other than Reminders, you could just hide
 tickets which have a ReferredToBy.  Alternately, you could stick
 tickets into another status instead of using reminders (or in addition
 to using reminders) and exclude that status.

 I often will put a ticket into 'pending' with a due date, which makes
 it trivial to search for and avoids dealing with Reminders.

 -kevin


Thanks. We do link tickets in a variety of use cases so our plan short term
change the date cutoff from 10 days to 22 days which is longer than the
typical reminder while medium term we will write an RT module that will do
the search directly so we can filter out linked tickets which are
non-overdue reminders.

cheers
ram

[rt-users] Searching For Tickets Without Reminders

[Ram]

Hey there,

We handle a bunch of tickets and one of the ways we help our support staff
not drop the ball is by putting a saved search on the support Dashboard
that shows 'my stagnant tickets'  [LastUpdated  '12 days ago' AND Owner.id
= '__CurrentUser__' AND (  Status = 'open' OR Status = 'new' )].

We have a class of requests that require us to take an action which may
take a few weeks; in these cases the support folks set a reminder for e.g.
3 weeks. We don't to close these tickets b/c they are still being serviced
and should show up in the various reports that check for ticket status.
OTOH these aren't stagnant tickets in the sense that they are correctly on
hold for a few weeks.

One of the users asked if we can modify the 'my stagnant tickets' search to
omit tickets that have an open reminder set. This seems like a reasonable
approach. Anyone know how to do this using RT Ticket Searches?

thanks
ram

Re: [rt-users] automatically linking tickets together

[Ram]

The RT Ticket number is always in a mail-header most folks don't see.

This scrip is just about exactly what you need:
http://requesttracker.wikia.com/wiki/BounceMerge



From: Piet Honkoop p...@softcontrol.nl

 Hi,

 Starting situation:

 central RT4 ticketing system with a number of customers with own (other)
 trouble ticket systems.
 Many of those misbehave by sending too many mails where they molest the
 subject in order to insert their own ticket id.

 What I want to do is based on their ticket id link those emails to the
 initially created ticket within RT.

 What is the best way to do that given that the incoming mail does not
 necessarily have an RT ticket number in the subject?

Re: [rt-users] RT cli tool diffculty with bulk steal

[Ram]

One little piece of advice for the next person who might try to change
owners on that many messages. You will generate a ton of outbound email if
you have notify-owner on assign enabled.


On Mon, Nov 11, 2013 at 11:26 AM, Ram ram0...@gmail.com wrote:

 `xargs -L 1`  - yep that worked like  charm!
 thanks Jaye,
 ram



 On Mon, Nov 11, 2013 at 11:01 AM, Jaye Mathisen mr...@lilpantry.comwrote:

 ./rt -i ls owner=usera | sed -e 's/ticket\///' | xargs -L 1 ./rt steal

 or somesuch should get you close.

 Might have to check your documentation for xargs to tell it how to only
 run 1 command at a time, I think it varies between linux and BSD.



 On 11/11/2013 10:54 AM, Ram wrote:

 I am looking to change the owner of 3000 tickets from usera to userb. It
 seems that ./rt take|untake|steal does not accept a request to read ids
 from stdin - that is this doesn't work:
 ./rt -i ls owner=usera | ./rt steal -

 The first problem is that steal|take|untake doesn't like the explicit
 notation ticket/ticket_id but rather prefers just a ticket_id. That's easy
 enough to work around - just nuke ticket/. The issue around not like -
 indicating take parameters from stdin is more of a hassle.

 Suggestions?

 thanks


 --
 Jaye Mathisen, Lil Pantry
 P:541-476-0152
 F:541-476-0152

[rt-users] RT cli tool diffculty with bulk steal

[Ram]

I am looking to change the owner of 3000 tickets from usera to userb. It
seems that ./rt take|untake|steal does not accept a request to read ids
from stdin - that is this doesn't work:
./rt -i ls owner=usera | ./rt steal -

The first problem is that steal|take|untake doesn't like the explicit
notation ticket/ticket_id but rather prefers just a ticket_id. That's easy
enough to work around - just nuke ticket/. The issue around not like -
indicating take parameters from stdin is more of a hassle.

Suggestions?

thanks

Re: [rt-users] RT cli tool diffculty with bulk steal

[Ram]

`xargs -L 1`  - yep that worked like  charm!
thanks Jaye,
ram



On Mon, Nov 11, 2013 at 11:01 AM, Jaye Mathisen mr...@lilpantry.com wrote:

 ./rt -i ls owner=usera | sed -e 's/ticket\///' | xargs -L 1 ./rt steal

 or somesuch should get you close.

 Might have to check your documentation for xargs to tell it how to only
 run 1 command at a time, I think it varies between linux and BSD.



 On 11/11/2013 10:54 AM, Ram wrote:

 I am looking to change the owner of 3000 tickets from usera to userb. It
 seems that ./rt take|untake|steal does not accept a request to read ids
 from stdin - that is this doesn't work:
 ./rt -i ls owner=usera | ./rt steal -

 The first problem is that steal|take|untake doesn't like the explicit
 notation ticket/ticket_id but rather prefers just a ticket_id. That's easy
 enough to work around - just nuke ticket/. The issue around not like -
 indicating take parameters from stdin is more of a hassle.

 Suggestions?

 thanks


 --
 Jaye Mathisen, Lil Pantry
 P:541-476-0152
 F:541-476-0152

[rt-users] Large attachments via auto-link

[Ram]

Hey folks,

I'm finding that about once a month or so our support team receives or
sends an attachment that is well beyond reasonable size (I saw a 60MB
today). While our RT and mysql configs are happy with it obviously the rest
of the world's email servers are not (as a data point google caps at a
generous 25MB - my mailservers cap at 101MB).

It would be nice if we could have RT decide that beyond a certain size an
attachment will be substituted by a download link (dropbox, yousendit,
gdrive, rt self service portal, ...). I've given it a spot of thought and
it seems that it may be a bit of a can of worms in terms of the surrounding
features that are needed: what service and it's configs, for what message
types [comment or correspond or both], for what users [unprivileged |
privileged; internal | external; size config for internal | external, ...].

A quick search of rt-users and rt-devel did not yield any results. I'm
wondering if this has been discussed before or of anyone has given it some
thought.

thanks
ram

Re: [rt-users] Large attachments via auto-link

[Ram]

 * Ram ram0...@gmail.com
  It would be nice if we could have RT decide that beyond a certain size
  an attachment will be substituted by a download link (dropbox,
  yousendit,

 Possible via MIMEDefang or similar MTA layer softwares, but that's
 outside of RT.



Doing it outside of RT might confuse our customer support folks as well as
our customers who view tickets via self-service portal since the RT ticket
history will not reflect what actually happened which can create confusion.

Re: [rt-users] Tracking down internal server error

[Ram]

 From: Mathew Snyder mathew.sny...@gmail.com

 I just installed 4.2. I made it through the configuration UI and have
 everything installed. I can't get it to run, though. It is throwing the
 Internal Server Error at me and I am in need of assistance in resolving the
 problem I'm encountering:

 httpd/ssl_error_log:
 [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate is a CA
 certificate (BasicConstraints: CA == TRUE !?)
 [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate CommonName (CN)
 `Zen-RT' does NOT match server name!?
 [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate is a CA
 certificate (BasicConstraints: CA == TRUE !?)
 [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate CommonName (CN)
 `Zen-RT' does NOT match server name!?
 [Mon Oct 07 16:52:21 2013] [error] [client 192.168.236.140] STDIN is not a
 socket, and no --listen, --socket, or --port provided
 [Mon Oct 07 16:52:21 2013] [error] [client 192.168.236.140] Premature end
 of script headers: rt-server.fcgi

 There is the obvious issue of the SSL cert not matching the server name. I
 don't even remember setting up an SSL cert so I'm not sure how to go about
 fixing that.

 The second is the premature end of script headers. This is a result of my
 attempt to connect to the interface. I don't know what this is or how to
 resolve it.


The certificate issue makes it look like your team generated a self-signed
certificate but used a poor configuration / certificate template (I'm being
optimistic and assuming no third party CA issued you a certificate with
that extension value set).

Fix that one and then see if the second one disappears; the second issue
may be simply how the failure to setup a connection to rt-server looks in
the logs.
ram

-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training

Re: [rt-users] RT Scrip

[Ram]

 From: Bryon Baker bba...@copesan.com
 Is there a library of RT-scrips?  If so where can I find it?


A few good sources:
-http://requesttracker.wikia.com  - just search for scrip for examples or
toss in a keyword related to your goal (e.g. requestor)
-http://bestpractical.com/rt/docs/4.0/  - reference docs; all the objects
(e.g. Ticket) which you may want to use in a scrip are documented

Here are some of the active RT maintainers on CPAN - they produce
extensions/plug-ins etc that may help:
-http://search.cpan.org/~falcone/
-http://search.cpan.org/~tsibley/

You can also just search CPAN for RT to get tons of results:
-search.cpan.org

Lastly but still quite tasty is the rt-users history - I use gossamer but
it's archived/indexed by other sites as wel
-http://www.gossamer-threads.com/lists/rt/users/

Re: [rt-users] Problems with Perl modules on CentOS

[Ram]

Date: Thu, 20 Jun 2013 10:26:21 +0700

 From: Johnny Rose Carlsen johnn...@aware.co.th
 Dear List,

 I have been running a few RT 3/4 systems on CentOS 5/6 for the last 3
 years and have had many issues maintaining them.

 A lot of the required Perl modules used by RT are not provided by the
 standard CentOS repositories (including EPEL and RPMForge), which means
 they will get installed using CPAN.

 Some of the modules from CPAN then requires newer versions of modules
 that was installed by RPM. So in some situations I end up with a module
 being managed by both CPAN and RPM (CPAN for the newest version, RPM
 because of other RPM dependencies).

 Everything usually ends up working somehow, but only until it is time to
 update the server (yum update) or RT - which causes everything to break.

 I have read the wiki about how other people handle RT on CentOS, but I
 can't see any guides who actually solves this problem.

 Am I missing something? or should I just be using a different distribution?

 Which distribution seems to work best with RT? - I'd like to completely
 avoid installing stuff using CPAN.


I run rt4 on centos. IMO the best way to handle it is to use CPAN in a
pre-production environment and have it install into a local user folder and
that tar up that folder and stuff it into production. The install only the
base perl modules for our distro using packages - all the RT specific stuff
is pulled in via CPAN. The reasons for this decision included:
-some modules need to be complied and as a matter of policy we don't put
compilers on production boxes
-we run multiple vhosts and they might have different perl dependencies
-we could not find all the CPAN modules we needed packaged already

To go down this path you will have to set envs accordingly for httpd, any
cron-jobs, as well as any user accounts where you want to use the RT
command-line tools.

In the httpd conf for my rt4 vhost I have:

SetEnv  PERL5LIB /srv/httpd/
example.com/perl/lib:/srv/httpd/example.com/perl/lib/perl5

FastCgiServer
/srv/httpd/example.com/rt-4.0.2/sbin/rt-server.fcgi-processes 5
-idle-timeout 300 -initial-env PERL5LIB=/srv/httpd/
example.com/perl/lib:/srv/httpd/example.com/perl/lib/perl5


In the crontab for the user that runs rt cron jobs (e.g.rt-email-digest)
one of the first lines is:
PERL5LIB=/srv/httpd/
example.com/perl/lib:/srv/httpd/example.com/perl/lib/perl5

In the env for any user that wants to run rt tools (like rt and
rt-shredder):
PERL5LIB=/srv/httpd/
example.com/perl/lib:/srv/httpd/example.com/perl/lib/perl5

You will have to configure CPAN to install into the private dir - see
http://www.perlmonks.org/?node_id=630026

cheers
ram

Re: [rt-users] REST vs GUI: huge performance diference

[Ram]

After using a few tools suggested by Tom (MasonX::Profiler and then
NYTProf) it looks to me like the issue imay be in
share/html/REST/1.0/Forms/ticket/default and really relates to a difference
in the default (fields) in GUI quick search compared to what the REST
servicer does.

By changing my query from (the CLI equivalent): rt ls
Requester.EmailAddress=somea...@example.com  to rt ls -f Created, Status,
LastUpdated, Subject Requestor.EmailAddress=somea...@example.com I saw a
round trip time reduction of over 70%.

This change in request was enough to bring the performance of the REST
interface within a reasonable range for my needs.

Hope this helps.
ram



On 06/11/2013 01:42 PM, Ram wrote:
  Hey folks. I'm using rt 4.02 via REST and I noticed a surprising
  difference in performance between using the RT web GUI where a certain
  query takes less than one second and the RT command line where the same
  query takes close to four seconds.
 
  rt ls 'requestor=someu...@example.com mailto:someu...@example.com'
   (takes 3+ seconds)
  rt web UI quick search for someu...@example.com
  mailto:someu...@example.com (takes  1 second)
 
  That user has 133 tickets. If I do this for a user with 6 tickets then
  both methods are essentially instant.
 
  What's going on here?

 Allow me to paste from #rt:

 14:00 @trs ram: the quick search on the web automatically limits to
 active
  statuses.
 14:00 @trs ram: `rt ls` doesn't if you specify a query
 14:00 @trs try `rt ls 'requestor=someu...@example.com and (status=new or
  status=open or status=stalled)'`
 14:00 @trs or similar




-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] REST vs GUI: huge performance diference

[Ram]

Hey folks. I'm using rt 4.02 via REST and I noticed a surprising difference
in performance between using the RT web GUI where a certain query takes
less than one second and the RT command line where the same query takes
close to four seconds.

rt ls 'requestor=someu...@example.com'  (takes 3+ seconds)
rt web UI quick search for someu...@example.com (takes  1 second)

That user has 133 tickets. If I do this for a user with 6 tickets then both
methods are essentially instant.

What's going on here?

thanks!
ram


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Unmerge ticket history truncation

[Ram]

Hi all.

I recently unmerged a ticket using 'Set EffectiveId = id where id = ticket#
and now one of those tickets has this as it's apparently oldest transaction
Modification of non-creatable array value attempted, subscript -1 at
/path/to/perl/lib/perl5/HTML/Quoted.pm line 249. The ticket history is
truncated from there onwards.

The other ticket is fine. I can see by examining the Transaction and
Attachments tables that the content for the hurting ticket is still there
and looks fine though I've not validated references / counts etc.

Any ideas/suggestions?

thanks

ram

Re: [rt-users] My Reminders

[Ram]

 On Thu, Apr 11, 2013 at 11:06 AM, Ram ram0...@gmail.com wrote:
  Anyone?
 
 
  Ran into some unexpected behavior today - looking for insight.
 
  User1 owns a ticket and user2 set a reminder on the ticket - the
 reminder
  is owned by user2 AFAICT. User2 does not see the reminder in his 'my
  reminders' module.
 
  Is that the expected behavior?
 
 
 

 Ram,
 Kinda interested as to why someone other than the owner of the ticket
 managed to even create a reminder. I would think the owner of the ticket
 would not want other people messing with his ticket and only the owner
 would control what happens to the ticket. However, be that as it may, when
 a reminder ticket is created, I believe the OWNER of that tickets gets to
 see the reminders on HIS tickets.
 I may be wrong, but that's how I think it goes.
 Kenn


I have a manager who wants to keep an eye on a particular ticket one of his
team-members owns so he can ensure it doesn't stagnate.

What is the purpose of the 'Owner' drop down in the Reminders portlet on
Ticket/Display.html?

Re: [rt-users] My Reminders

[Ram]

Hi Kenn,

Thanks for the reply.

After composing a reply to you where I ended up saying 'which is exactly
what the reminders feature seems to do, usually' I decided to try to
reproduce the problem myself. I had originally taken the user's word
(User2) that the reminder wasn't showing up for him but after creating a
new reminder for him I can see from his login that it is there. He is no
longer able to reproduce the problem so I'm chalking this up to user error
or, if he insists, sun-spots.

cheers
ram





On Fri, Apr 12, 2013 at 9:12 AM, Kenneth Crocker kenn.croc...@gmail.comwrote:

  Ram,

 Then why not just create a search that pulls tickets based on your date
 and owner parameters and put it in a dashboard and have it go to the guy
 instead of giving him permissions that lets him muck around in tickets he
 doesn't own? Keeps the problems at a minimum.

 Kenn

 Sent from my Windows Phone
  --
 From: Ram ram0...@gmail.com
 Sent: 4/12/2013 8:58 AM
 To: rt-users rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] My Reminders

 On Thu, Apr 11, 2013 at 11:06 AM, Ram ram0...@gmail.com wrote:
  Anyone?
 
 
  Ran into some unexpected behavior today - looking for insight.
 
  User1 owns a ticket and user2 set a reminder on the ticket - the
 reminder
  is owned by user2 AFAICT. User2 does not see the reminder in his 'my
  reminders' module.
 
  Is that the expected behavior?
 
 
 

 Ram,
 Kinda interested as to why someone other than the owner of the ticket
 managed to even create a reminder. I would think the owner of the ticket
 would not want other people messing with his ticket and only the owner
 would control what happens to the ticket. However, be that as it may, when
 a reminder ticket is created, I believe the OWNER of that tickets gets to
 see the reminders on HIS tickets.
 I may be wrong, but that's how I think it goes.
 Kenn


 I have a manager who wants to keep an eye on a particular ticket one of
 his team-members owns so he can ensure it doesn't stagnate.

 What is the purpose of the 'Owner' drop down in the Reminders portlet on
 Ticket/Display.html?

Re: [rt-users] My Reminders

[Ram]

Anyone?


 Ran into some unexpected behavior today - looking for insight.

 User1 owns a ticket and user2 set a reminder on the ticket - the reminder
 is owned by user2 AFAICT. User2 does not see the reminder in his 'my
 reminders' module.

 Is that the expected behavior?

[rt-users] My Reminders

[Ram]

Hola folks,

Ran into some unexpected behavior today - looking for insight.

User1 owns a ticket and user2 set a reminder on the ticket - the reminder
is owned by user2 AFAICT. User2 does not see the reminder in his 'my
reminders' module.

Is that the expected behavior?

thanks
ram

[rt-users] Limiting candidate addresses for AdminCC

[Ram]

Hey folks,
I'm looking to restrict what addresses can be added as AdminCC.

The idea is to prevent our staff from errantly adding an external party as
an AdminCC on a ticket because we don't want external parties seeing
comments. Ideally this would be done by requiring that AdminCCs be members
of a group that is the authorization mechanism so we can add or remove
users to that group (likely to be our entire Staff group).

What's the right way to do this?

On a related note what's the Right to grant (or prevent) adding a queue
AdminCC?

thanks
ram


-- 
RT training in Amsterdam, March 20-21: 
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: 
https://www.surveymonkey.com/s/N23JW9T

Re: [rt-users] Perl conflicts

[Ram]

On Wed, Oct 31, 2012 at 10:06 AM, Tim Cutts t...@sanger.ac.uk wrote:

 On 31 Oct 2012, at 16:45, Ram ram0...@gmail.com wrote:

 On my Mac, where I do some RT tinkering as a standalone build, I have an 
 rt-support directory in my home directory, and I put all the libraries RT 
 needs in there, and I point my PERL5LIB and DYLD_LIBRARY_PATH variables at 
 it whenever I'm working on RT.  The relevant bits of my CPAN/MyConfig.pm 
 file:

  'makepl_arg' = q[INSTALL_BASE=~/rt-support],
  'mbuildpl_arg' = q[--install_base ~/rt-support],

 and then my PERL5LIB is:

  $HOME/rt-support/lib/perl5


 Yep this is exactly what we've tried but some of the required modules
 do not respect those parameters (INSTALL and MANPAGE). We started to
 tweak the perl make files for those modules one by one but it's not a
 great way to go.

 As you see above, I don't set the individual locations like INSTALL and 
 MANPAGE.  Just the INSTALL_BASE.  I have not found a single CPAN module that 
 RT requires which did not install correctly in my ~/rt_support directory.  
 Which ones did you have problems with?


My mistake;  the issue seems to be that, in trying out the various
build variables, mbuildpl_arg was left with INSTALL_BASE rather than
--install_base...



 On my production RT server, which is running Ubuntu, I use the system perl, 
 and install pre-packaged modules where I can, but if I can't I just let 
 RT's 'make fixdeps' do what it likes, and install the necessary packages in 
 the system's site perl directory.  Since the server isn't used for anything 
 other than RT, I'm not bothered about superseding what the OS itself 
 installs.  The major advantage of doing it that way is that it's then much 
 easier to configure with the packaged versions of apache, mod_perl and so 
 on.

 Our server runs CentOS 6 (downstream of RHEL 6) and it is no small
 feat to get most of the perl modules as rpms, it is impossible to get
 them all without building them ourselves.

 On Debian/Ubuntu systems there's a fabulous little package called 
 dh-make-perl which whizzes off to CPAN, downloads the module sources, 
 configures and builds it and results in a .deb package which you can install 
 on the system.  Before RT 4.0 came out, that's how I built all the perl 
 modules for our RT server.  It was a nice clean way to do it, if a bit of a 
 faff.  Does CentOS have a similar script for making RPM's out of CPAN modules?

There are tools to do it (cpan2rpm comes to mind) and of course
something like perlbrew (oft mentioned in this type of discussion)
which I believe that compiles things into 'executables'. The above
solution is the best I can do IMO since it's unrealistic to expect all
the perl modules needed to show up in rpms for every OS though there
are no shortage of folks maintaining RPMs that are happy to build them
for whatever perl module you want (Dag and rpmforge come to mind for
CentOs).

Thanks again, I think seeing you write it out let to my getting it working!
ram




 Regards,

 Tim

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

Re: [rt-users] Perl conflicts

[Ram]

 Date: Wed, 31 Oct 2012 10:25:31 -0700
 From: Thomas Sibley t...@bestpractical.com
 To: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Perl conflicts
 Message-ID: 50915f0b.3050...@bestpractical.com
 Content-Type: text/plain; charset=UTF-8

 On 10/31/2012 09:45 AM, Ram wrote:
 Any other ideas?

 It's worlds-apart easier and less error prone to use an entirely
 separate perl build instead of just a separate perl lib path.  See perlbrew.

Might've taken this path if tweaking configs didn't work out. Thanks
for the suggestion.
ram

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

Re: [rt-users] Perl conflicts

[Ram]

 Date: Wed, 31 Oct 2012 12:47:49 -0500
 From: k...@rice.edu k...@rice.edu
 To: Thomas Sibley t...@bestpractical.com
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Perl conflicts
 Message-ID: 20121031174749.gv2...@aart.rice.edu
 Content-Type: text/plain; charset=us-ascii

 On Wed, Oct 31, 2012 at 10:25:31AM -0700, Thomas Sibley wrote:
 On 10/31/2012 09:45 AM, Ram wrote:
  Any other ideas?

 It's worlds-apart easier and less error prone to use an entirely
 separate perl build instead of just a separate perl lib path.  See perlbrew.


 +1 It is much, much easier and basically foolproof. Using the separate
 perl lib path is definitely harder to get right and requires more package
 config jiggering. From most to least work:

 1. system perl + CPAN
 2. RT specific perl + CPAN
 3. RT specific perl lib path + CPAN + config tweaking

 Cheers,
 Ken

Thanks again Ken.
Looks like #2 is the way we're going.
Ram

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

Re: [rt-users] Look up User by Attribute in Scrip

[Ram]

 Date: Sat, 27 Oct 2012 13:14:22 -0500
 From: k...@rice.edu k...@rice.edu
 To: Ram ram0...@gmail.com
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Look up User by Attribute in Scrip
 Message-ID: 20121027181422.ga21...@aart.rice.edu
 Content-Type: text/plain; charset=us-ascii

 On Fri, Oct 26, 2012 at 04:52:37PM -0700, Ram wrote:
 Hey folks,
 I'm writing a scrip to help us manage our voicemails in RT. The
 voicemails arrive via email as attachments and the extension of the
 recipient is the only distinguishing characteristic in the email. How
 can I load an RT user in a script given only their work telephone?
 thanks!
 ram

 Hi Ram,

 You will need to lookup their phone number in a table that has their
 user information. Here this is all available in our campus LDAP directory
 so some simple Net::LDAP calls can be used for this. It could also pull
 the information from an RT custom field for the user as well.


Thanks, but as you probably saw I was actually looking for the RT
search method back into the RT user definition.
cheers,
ram

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

Re: [rt-users] Perl conflicts

[Ram]

 Date: Wed, 31 Oct 2012 10:10:56 +
 From: Tim Cutts t...@sanger.ac.uk
 To: Thomas Sibley t...@bestpractical.com
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Perl conflicts
 Message-ID: b823eddb-03a1-4bd4-bc4f-e5c6de19c...@sanger.ac.uk
 Content-Type: text/plain; charset=us-ascii


 On 30 Oct 2012, at 19:47, Thomas Sibley t...@bestpractical.com wrote:

 On 10/30/2012 12:21 PM, Ram wrote:
 How do folks deal with perl conflicts? We normally use RPMs for
 everything but that's not practical given the relatively high-version
 requirements of the rt4 branch so CPAN seems the only practical
 approach.

 Use a completely separate build of perl just for RT instead of the
 system installed and managed perl.

 Look at perlbrew for an easy way to build perl if you're not familiar
 with the process.

 I agree that's probably the most pain-free and robust method.

 On my Mac, where I do some RT tinkering as a standalone build, I have an 
 rt-support directory in my home directory, and I put all the libraries RT 
 needs in there, and I point my PERL5LIB and DYLD_LIBRARY_PATH variables at it 
 whenever I'm working on RT.  The relevant bits of my CPAN/MyConfig.pm file:

   'makepl_arg' = q[INSTALL_BASE=~/rt-support],
   'mbuildpl_arg' = q[--install_base ~/rt-support],

 and then my PERL5LIB is:

   $HOME/rt-support/lib/perl5


Yep this is exactly what we've tried but some of the required modules
do not respect those parameters (INSTALL and MANPAGE). We started to
tweak the perl make files for those modules one by one but it's not a
great way to go.



 On my production RT server, which is running Ubuntu, I use the system perl, 
 and install pre-packaged modules where I can, but if I can't I just let RT's 
 'make fixdeps' do what it likes, and install the necessary packages in the 
 system's site perl directory.  Since the server isn't used for anything other 
 than RT, I'm not bothered about superseding what the OS itself installs.  The 
 major advantage of doing it that way is that it's then much easier to 
 configure with the packaged versions of apache, mod_perl and so on.

Our server runs CentOS 6 (downstream of RHEL 6) and it is no small
feat to get most of the perl modules as rpms, it is impossible to get
them all without building them ourselves.

Any other ideas?
thanks

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

Re: [rt-users] Look up User by Attribute in Scrip

[Ram]

 On 10/26/2012 04:52 PM, Ram wrote:
 Hey folks,
 I'm writing a scrip to help us manage our voicemails in RT. The
 voicemails arrive via email as attachments and the extension of the
 recipient is the only distinguishing characteristic in the email. How
 can I load an RT user in a script given only their work telephone?

 You want the LoadByCols method provided by DBIx::SearchBuilder::Record.

 my $user = RT::User-new( RT-SystemUser );
 $user-LoadByCols( WorkPhone = 1234 );

 if ($user-id) {
  # loaded!
 } else {
  # couldn't find that user...
 }

 Note that WorkPhone isn't forced to be unique, so you should make sure
 that you keep it unique if you're going to load by it.

Awesome, thanks!! Yep our phone extensions are unique so it'll be fine.
ram

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

[rt-users] Look up User by Attribute in Scrip

[Ram]

Hey folks,
I'm writing a scrip to help us manage our voicemails in RT. The
voicemails arrive via email as attachments and the extension of the
recipient is the only distinguishing characteristic in the email. How
can I load an RT user in a script given only their work telephone?
thanks!
ram

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

Re: [rt-users] Question about REST interface and status

[Ram]

I'm using PHP and the HTTP/Request2 module to hit the REST API
extensively. We create tickets, update CFs, add and view comments, do
searches, add and retrieve attachments without issue.

 does anybody use REST to create tickets in RT

 am I the onlyone having this carriagereturn issue?

You might be able to use the SelfService interface instead:
- http://requesttracker.wikia.com/wiki/SelfService
- rt/share/html/SelfService (off the shelf forms etc)
- rt/local/html/SelfService (your customized or original forms)

Re: [rt-users] Reply/Comments to include previous message attachments.

[Ram]

Last month an answer to your question showed up on this list:

 Being able to reply to a ticket including arbitrary attachments from
 other transactions on the ticket is a feature we've been playing with for
 4.2, but we don't know if it'll make the cute.

 -kevin





On Fri, May 18, 2012 at 8:24 AM, Luong Bui Duc luong.d@gmail.com wrote:
 Can i please get a reply for this thread? thanks a lot

 Luong

 On Thu, May 10, 2012 at 12:12 PM, Luong Bui Duc luong.d@gmail.com
 wrote:

 Hi,

 I have RT 4.0.4 and currently users requested to have previous
 email(original email) attachments to be added to correspondence/reply so
 they don't have  to manually download each attachment and attach in
 correspondence. I'm pretty sure this feature is implemented, but just can't
 find it. Could you please help me out here. Thanks a lot

 --
 Regards,

 Bui Duc Luong




 --
 Regards,

 Bui Duc Luong

Re: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles

[Ram]

Tools-Articles-Search


On Thu, May 17, 2012 at 12:42 PM, UnixMan senior.u...@gmail.com wrote:

 Does anyone have any ideas ?

 Thanks,
 Scott


 UnixMan wrote:

 When I login to RT 3.8.8 I find myself at the RT at a glance. From here
 I click on 'RTFM' to the left and I have a Search area and a button that
 allows me to do a Simple Search on all my RTFM articles. Maybe on RT 4.0.5
 it has changed but for the life of I cannot find it.

 Scott

 On May 7, 2012, at 5:46 PM, Kevin Falcone wrote:

 On Mon, May 07, 2012 at 09:35:34AM -0700, UnixMan wrote:

 In RT-3.8.8 we could do simple search on the RTFM articles, but, in
 RT-4.0.5
 we cannot.

 It should still exist, you're going to need to tell us more about what
 pages it appeared on in 3.8 that it doesn't appear on in 4.0

 Also I noticed the test RT-4.0.5 instance on Best Practical's website
 that
 RTFM is included in the Home Pulldown but ours is not.

 That's a dashboard, click on it, it'll take you to a list of tickets
 about RTFM (You'll note the URL
 http://issues.bestpractical.com/Dashboards/5715/RTFM)

 -kevin




 --
 View this message in context: 
 http://old.nabble.com/RT-4.0.5-%3A-Can%27t-do-Simple-Search-on-Articles-tp33763539p33866644.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] msmtp setup woes (continued)

[Ram]

What was the output - specifically the section I called out?


On Mon, May 14, 2012 at 12:45 PM, Stephen J Alexander
sjalexan...@mpbx.com wrote:
 The command line you specified just establishes a connection and it's
 waiting for you to do something -- I think it's working as
 designed. Typically you'd pipe something from STDIN to create a message, or
 use it as a backend for another
 program. http://msmtp.sourceforge.net/doc/msmtp.html good luck :-)

 Regards,

 Stephen J Alexander
 MPBX, LLC
 http://mpbx.com
 832-713-6729



 On Mon, May 14, 2012 at 2:38 PM, Scott Sjodin scott.sjo...@gmail.com
 wrote:

 Ok, so I found the right certificate, but when I run a test with msmtp -a
 default usern...@domain.com...it just hangs. Tried it with all three SSL
 ports (465, 587, 25) with the same resultwhat happens now? I can't
 troubleshoot without error messages...

 Thanks for everyone's assistance so far.


 On Sun, May 13, 2012 at 10:00 PM, Ram ram0...@gmail.com wrote:

  From: Scott Sjodin scott.sjo...@gmail.com
  Message-ID:
 
   caafaoiwep9zh3mceggtnq0kom4fzaa+yaj7qrkjgkycuolm...@mail.gmail.com

  So I've got my msmtp setup (almost). It's running. I can telnet in to
  smtp.mydomain.com 587 and 25 and send over the creds (but not with 465)
  successfully. I can run openssl, with 465 I get the following:
 
 
  openssl s_client -CApath
  /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect
  smtp.mydomain.com:465
 
  Verify return code: 20 (unable to get local issuer certificate)
 
  When testing msmtp -a default usern...@domain.com I get the following
  results (with port numbers corresponding to changes in the msmtprc
  file)
 
 
  When I change up the port number to 587:
 
  msmtp: TLS certificate verification failed: the certificate is not
  trusted
  When I change up the port number to 25:
  msmtp: TLS certificate verification failed: the certificate is not
  trusted
  When I change up the port number to 465:
  msmtp: network read error: Connection reset by peer.
 
  My msmtprc file is listed below:
 
  defaults
  tls on
  tls_starttls on
  tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer
 
  #this was downloaded direct from GeoTrust's website -
  #http://www.geotrust.com/resources/root-certificates/index.html

 I suspect the server does not have it's certificate installed properly
 - specifically the intermediate or chain certificate is probably not
 installed/configured. Ideally this would be fixed on the server side
 but you can work around it by adding the correct chain certificate(s)
 to the client trusted certificate list.

 As a test try going to that same port and dump the certificates it
 offers up like so:
 # openssl s_client -connect example.com.:443

 You should see a section in the output like so:
 ---
 Certificate chain
  0 s:/serialNumber=1234/C=US/O=example.com/OU=NoAuthFromUs/OU=See
 someurl/cps (c)11/OU=Domain Control Validated -
 RapidSSL(R)/CN=example.com
   i:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA
  1 s:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA
   i:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA
  2 s:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA
   i:/C=US/O=Equifax/OU=Equifax Secure Certificate Authority


 You should see three entries (0, 1, 2) though the names will be
 different than above. If you only see two then the the chain
 certificate is missing from the server.

 cheers

Re: [rt-users] msmtp setup woes (continued)

[Ram]

 From: Scott Sjodin scott.sjo...@gmail.com
 Message-ID:
        caafaoiwep9zh3mceggtnq0kom4fzaa+yaj7qrkjgkycuolm...@mail.gmail.com

 So I've got my msmtp setup (almost). It's running. I can telnet in to
 smtp.mydomain.com 587 and 25 and send over the creds (but not with 465)
 successfully. I can run openssl, with 465 I get the following:


 openssl s_client -CApath
 /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect
 smtp.mydomain.com:465

 Verify return code: 20 (unable to get local issuer certificate)

 When testing msmtp -a default usern...@domain.com I get the following
 results (with port numbers corresponding to changes in the msmtprc file)


 When I change up the port number to 587:

 msmtp: TLS certificate verification failed: the certificate is not trusted
 When I change up the port number to 25:
 msmtp: TLS certificate verification failed: the certificate is not trusted
 When I change up the port number to 465:
 msmtp: network read error: Connection reset by peer.

 My msmtprc file is listed below:

 defaults
 tls on
 tls_starttls on
 tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer

 #this was downloaded direct from GeoTrust's website -
 #http://www.geotrust.com/resources/root-certificates/index.html

I suspect the server does not have it's certificate installed properly
- specifically the intermediate or chain certificate is probably not
installed/configured. Ideally this would be fixed on the server side
but you can work around it by adding the correct chain certificate(s)
to the client trusted certificate list.

As a test try going to that same port and dump the certificates it
offers up like so:
# openssl s_client -connect example.com.:443

You should see a section in the output like so:
---
Certificate chain
 0 s:/serialNumber=1234/C=US/O=example.com/OU=NoAuthFromUs/OU=See
someurl/cps (c)11/OU=Domain Control Validated -
RapidSSL(R)/CN=example.com
   i:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA
 1 s:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA
   i:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA
 2 s:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA
   i:/C=US/O=Equifax/OU=Equifax Secure Certificate Authority


You should see three entries (0, 1, 2) though the names will be
different than above. If you only see two then the the chain
certificate is missing from the server.

cheers

[rt-users] Fwd: Queue-specific message box contents

[Ram]

Anyone?
thanks


-- Forwarded message --
From: Ram ram0...@gmail.com
Date: Mon, Apr 30, 2012 at 12:29 PM
Subject: [rt-users] Queue-specific message box contents
To: rt-users rt-users@lists.bestpractical.com


Hey folks,
I found this delightful post suggesting a trivial solution to fill a
need I have - pre-filling text areas for comment/reply messages on a
queue by queue basis. After following the instructions the template
was used to pre-populate the text area exactly as described however
any changes made to that text were discarded when the comment was
posted leaving me with the contents of the template as the contents of
the comment.

Any ideas?
thanks
ram


On Wed, Feb 09, 2011 at 08:50:35AM -0500, Brian P. Bilbrey wrote:
 My goal: I've got a change management queue. When I create a new ticket in the
 web interface for this queue, I want the MessageBox (comment) field
 pre-populated with text headers like these:

[snip]

 Does anyone have any guidance for me?

We do exactly this, using a callback which I've attached to this message.

You should install it in your local mason root as

Callbacks/DefaultCreateContent/Ticket/Create.html/Default

This is based on

http://requesttracker.wikia.com/wiki/CannedReplies
but rather simpler. Once you've installed the callback, any queues which
has a template called DefaultCreateTemplate will have the content appear
in the create ticket form.

Hopefully you can get what you want either from this, or from other
ideas on the wiki.

Cheers,
Dominic.

--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
-- next part --
%#
%# During ticket create, if a per-queue template named DefaultCreateTemplate
%# exists, the message box will be pre-filled with it.
%#
%# Dominic Hargreaves 2009, based on ideas from
%# http://wiki.bestpractical.com/view/CannedReplies
%#
%init
my $template_name = 'DefaultCreateTemplate';
my $template = RT::Template-new( $session{'CurrentUser'} );
$template-LoadByCol( Name = $template_name, Queue = $QueueObj-id );
if ( $template-id ) {
   $template-Parse;
   $$ARGSRef{'Content'} = $template-MIMEObj-stringify;
}
/%init

[rt-users] Queue-specific message box contents

[Ram]

Hey folks,
I found this delightful post suggesting a trivial solution to fill a
need I have - pre-filling text areas for comment/reply messages on a
queue by queue basis. After following the instructions the template
was used to pre-populate the text area exactly as described however
any changes made to that text were discarded when the comment was
posted leaving me with the contents of the template as the contents of
the comment.

Any ideas?
thanks
ram


On Wed, Feb 09, 2011 at 08:50:35AM -0500, Brian P. Bilbrey wrote:
 My goal: I've got a change management queue. When I create a new ticket in the
 web interface for this queue, I want the MessageBox (comment) field
 pre-populated with text headers like these:

[snip]

 Does anyone have any guidance for me?

We do exactly this, using a callback which I've attached to this message.

You should install it in your local mason root as

Callbacks/DefaultCreateContent/Ticket/Create.html/Default

This is based on

http://requesttracker.wikia.com/wiki/CannedReplies
but rather simpler. Once you've installed the callback, any queues which
has a template called DefaultCreateTemplate will have the content appear
in the create ticket form.

Hopefully you can get what you want either from this, or from other
ideas on the wiki.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
-- next part --
%#
%# During ticket create, if a per-queue template named DefaultCreateTemplate
%# exists, the message box will be pre-filled with it.
%#
%# Dominic Hargreaves 2009, based on ideas from
%# http://wiki.bestpractical.com/view/CannedReplies
%#
%init
my $template_name = 'DefaultCreateTemplate';
my $template = RT::Template-new( $session{'CurrentUser'} );
$template-LoadByCol( Name = $template_name, Queue = $QueueObj-id );
if ( $template-id ) {
$template-Parse;
$$ARGSRef{'Content'} = $template-MIMEObj-stringify;
}
/%init

Re: [rt-users] Forward with Comment

[Ram]

Thanks Tim but that's not quite what I meant.

If I want to forward an attachment from a ticket to an email address and
add a note like check out this file we received how do I go about it? I
can forward tickets or ticket parts (transactions) but I don't see a way to
add a note to the forward message.


On Fri, Apr 13, 2012 at 1:21 AM, Tim Cutts t...@sanger.ac.uk wrote:


 On 12 Apr 2012, at 22:03, Ram wrote:

  I must be overlooking something but... I don't see a way to add a
 note/comment when I forward a ticket or ticket comment. Along the same
 lines is it possible to attach an existing ticket attachment to a forward
 or a reply *with* a note/comment?

 Isn't that what jumbo update page is for?  Allows you to make several
 changes to a ticket simultaneously.

 Tim



 --
  The Wellcome Trust Sanger Institute is operated by Genome Research
  Limited, a charity registered in England with number 1021457 and a
  company registered in England with number 2742969, whose registered
  office is 215 Euston Road, London, NW1 2BE.

[rt-users] Forward with Comment

[Ram]

I must be overlooking something but... I don't see a way to add a
note/comment when I forward a ticket or ticket comment. Along the same
lines is it possible to attach an existing ticket attachment to a forward
or a reply *with* a note/comment?
thanks
ram

Re: [rt-users] Filter by requestor email domain

[Ram Moskovitz]

Yep  changed the comparison from equality (eq) to match reg-exp (=~) and
was a bit more careful with my expression...

  '.*?\@example\.com',

The ? makes the * 'non-greedy' and the back-slashes make the dots literal.

thanks Bart,
ram


On Fri, Feb 3, 2012 at 1:45 AM, Bart b...@pleh.info wrote:

 I think your exception list is ok, but this line basically tells the if
 statement that the content needs to exactly match your list:

   return if grep { $ticketRequestor eq lc($_) } @exceptionList;

 Instead of eq you could try using =~ instead, below a little info:


 http://www.troubleshooters.com/codecorn/littperl/perlreg.htm#SymbolExplanations

 You might also need to edit the exception list with /@example.com/, or
 something like that.

 Maybe someone with a little more programming skills can reply on this ^_^
 I'm not sure if the above would work.

 -- Bart


 Op 2 februari 2012 21:56 schreef Ram Moskovitz ram0...@gmail.com het
 volgende:

 Thanks Bart,
 That looks good. I'm having an issue with it though - I need to match
 against a regexp for the exception list.. I added an entry like '*@
 example.com' to @exceptionlist  and rt is still sending out create
 confirmations. What am I missing?
 thanks!


 On Mon, Jan 30, 2012 at 2:41 AM, Bart b...@pleh.info wrote:

 Hi,

 We had a similar requirement for a bunch of e-mail addresses.

 This can be achieved by editing the autoreply scrip to look something
 like this:

- Condition: User Defined
- Action: Auto Reply To Requestors
- Template: Your AutoReply template
- Stage: TransactionCreate
- Custom Condition:


 my @exceptionList = ('na...@example.com',
  'na...@example.com',
  'na...@example.com');

 my $transactionType = $self-TransactionObj-Type;
 my $ticketRequestor = lc($self-TicketObj-RequestorAddresses);
 my $trans = $self-TransactionObj;

 if ($transactionType eq 'Create') {
   return if grep { $ticketRequestor eq lc($_) } @exceptionList;
   my $msgattr = $trans-Message-First;
   return 0 unless $msgattr;
   return 1 if $msgattr-GetHeader('Received');
 }
 return 0;

 In addition the above only sends an autoreply when someone sends an
 e-mail, in our case we don't like the autoreply mails when we manually
 create a ticket (e.g. via quick create).

 Hope this helps.

 -- Bart


 Op 25 januari 2012 21:02 schreef Ram Moskovitz ram0...@gmail.com het
 volgende:

  Hey there,
 I'm looking to not auto-reply on create to inbound emails from a
 certain domain ( anyth...@example.com and even anyth...@sd.example.com).
 I suppose the right way to go about this is via user defined condition in
 the global scrip for autoreply on create. I have steps 1 and 3.. what's
 step 2?

 1 return 0 unless $self-TransactionObj-Type eq Create;
 2 return 0 if #self-TicketObj-
 3 return 1

 thanks
 ram


 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston — March 5  6, 2012






RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] Filter by requestor email domain

[Ram Moskovitz]

Thanks Bart,
That looks good. I'm having an issue with it though - I need to match
against a regexp for the exception list.. I added an entry like '*@
example.com' to @exceptionlist  and rt is still sending out create
confirmations. What am I missing?
thanks!


On Mon, Jan 30, 2012 at 2:41 AM, Bart b...@pleh.info wrote:

 Hi,

 We had a similar requirement for a bunch of e-mail addresses.

 This can be achieved by editing the autoreply scrip to look something like
 this:

- Condition: User Defined
- Action: Auto Reply To Requestors
- Template: Your AutoReply template
- Stage: TransactionCreate
- Custom Condition:


 my @exceptionList = ('na...@example.com',
  'na...@example.com',
  'na...@example.com');

 my $transactionType = $self-TransactionObj-Type;
 my $ticketRequestor = lc($self-TicketObj-RequestorAddresses);
 my $trans = $self-TransactionObj;

 if ($transactionType eq 'Create') {
   return if grep { $ticketRequestor eq lc($_) } @exceptionList;
   my $msgattr = $trans-Message-First;
   return 0 unless $msgattr;
   return 1 if $msgattr-GetHeader('Received');
 }
 return 0;

 In addition the above only sends an autoreply when someone sends an
 e-mail, in our case we don't like the autoreply mails when we manually
 create a ticket (e.g. via quick create).

 Hope this helps.

 -- Bart


 Op 25 januari 2012 21:02 schreef Ram Moskovitz ram0...@gmail.com het
 volgende:

 Hey there,
 I'm looking to not auto-reply on create to inbound emails from a certain
 domain ( anyth...@example.com and even anyth...@sd.example.com). I
 suppose the right way to go about this is via user defined condition in the
 global scrip for autoreply on create. I have steps 1 and 3.. what's step 2?

 1 return 0 unless $self-TransactionObj-Type eq Create;
 2 return 0 if #self-TicketObj-
 3 return 1

 thanks
 ram


 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston — March 5  6, 2012




RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Filter by requestor email domain

[Ram Moskovitz]

Hey there,
I'm looking to not auto-reply on create to inbound emails from a certain
domain ( anyth...@example.com and even anyth...@sd.example.com). I suppose
the right way to go about this is via user defined condition in the global
scrip for autoreply on create. I have steps 1 and 3.. what's step 2?

1 return 0 unless $self-TransactionObj-Type eq Create;
2 return 0 if #self-TicketObj-
3 return 1

thanks
ram

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Automation

[Ram Moskovitz]

Our office RT4 installation is humming a long. Training is going reasonably
well. Now for some automation...
We have a few very common requests that come in - folks looking for a
particular report.
I'd like to add a link somewhere in RT (perhaps on the Basics page or a new
page instead of Basics?) where I can wire in a scrip (or perl module of any
flavor... we have good perl skills in house) that will:
1 Build a URL based on well defined fields in the request
2 Pull a file from the dynamic URL
3 Correspond to requestor: with canned text (substitutions from the
original request), attaching the retrieved file, changing the status to
resolved

What's the right way to go about this?
thanks
ram

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Full Text Search on mysql 5.6.4 off the shelf

[Ram Moskovitz]

From the mysql 5.6.4 release notes:
MySQL Server 5.6.4 (Milestone Release) is a new version of the world's most
popular open source database. 

MySQL now supports FULLTEXT indexes for InnoDB tables.

http://forums.mysql.com/read.php?3,506409,506409

I can't get this release onto a production box,  though it's good to see
it's come down the pike!

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Upgrade path from 4.0.2 - 4.0.4

[Ram Moskovitz]

 Date: Wed, 14 Dec 2011 15:41:12 +0400
 From: Ruslan Zakirov r...@bestpractical.com
 To: Ram Moskovitz ram0...@gmail.com
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Upgrade path from 4.0.2 - 4.0.4
 Message-ID:
CAMOxC8uZmQARQ_ApR3kYEXHq3F+ouyAkGLepqz=ssgs-wte...@mail.gmail.com
 
 Content-Type: text/plain; charset=UTF-8

 On Wed, Dec 14, 2011 at 02:50, Ram Moskovitz ram0...@gmail.com wrote:
  Looking for a 'yep'.
 
  Looks like the upgrade path is going to be pretty painless - nothing in
  docs/UPGRADE* applies so my steps are:
  backup rt installation
  untar to tmp
  ./configure ? #using the same options I used for my initial clean
 install of
  4.0.2
  make testdeps
  make fixdeps
  repeat make testdeps and make fixdeps until make testdeps is happy
  compare generated /tmp/rt-4.0.4/etc/RT_Config with my live one
  Stop web-server
  backup DB
  make upgrade
  make upgrade-database #won't do anything but I'll run it anyway
  rm -fr /opt/rt4/var/mason_data/obj ? #Clear mason cache
  compare etc/RT_SiteConfig with the one backed up at the start of this
  process
  Start web-server
  # Win!
 
  This largely what the README suggests.
 
  Does this sound right? Any gotchas I should look for? Steps I can skip?

 Everything is right. In stable series:

 * we don't bump required versions of dependencies unless there is a bug
 * we don't bring new dependencies
 * we try to avoid database schema changes

 There is always a place for an exception, so it's not recommended to
 skip steps. If it's a normal release then most steps would be very
 fast.


Thanks!
ram

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] rt-users Digest, Vol 92, Issue 53

[Ram Moskovitz]

 Date: Wed, 30 Nov 2011 12:44:23 +0100

From: Bart b...@pleh.info
 To: rt-users rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] The RT Wiki - Restructure (start using
   categories?)
 Message-ID:
   cab2d3rakg39ni-3g3h-r0ewteltgsep+djaalk87mlhhwbp...@mail.gmail.com
 Content-Type: text/plain; charset=iso-8859-1
 Hi,
 Jay, thanks for your input. I do feel that approaching it with a blank
 sheet of paper will be the best approach.
 Though we'll have to use Wikia's abilities/structure, the below is aimed at
 just that with a slight eye on structuring from scratch.
 *--- A rough sketch of the idea ---*


I like it at first glance.



 *
 *
 The idea I have relies allot on the categories within Wikia.
 A categorie page can contain content, thus e.g. the contributions page
 could instead be a categorie page with some specific information on what
 you can expect, maybe some extra links to other stuff, etc. But the
 difference would be that since it is now a categorie page, that all
 scripts/contributions that have the categorie set to contributions would be
 automatically listed on that one page. (alphabetized)
 With that in mind you can quite easily create general categorie pages for
 all major topics and have any page regarding that topic being linked to
 that categorie.
 The front page would then contain a hierarchical structure with links to
 all the sections (a.k.a. categorie pages). And obviously information on
 what RT is, latest news/updates/etc. Another thing which you can easily add
 to the front page is an RSS feed of the Bestpractical blog, and maybe add a
 feed of the RT wiki itself showing the latest updates  newest pages.
 (should both be doable I think)
 Other things that might be nice to add are some Wikia features for the
 community to promote the usage of the RT wiki (achievements and other fun
 stuff).
 *--- The structure (concept) ---*
 Since the above shows what categories and categorie pages can do for you
 it's important to create a structure (at first on paper) which will make
 sure that all major topics regarding RT are covered so that any new article
 can add a categorie appropriate for that specific article. (I assume that
 the structure will eventually grow naturally)
 Since this is just a concept I've sort of just looked at the current wiki
 and tried to gather some basic topics, what I want to achieve with this
 concept is to get input from others so that we can improve it further:
  - RT Basics
 - User Manual
 - Custom Fields
 - Articles
 - REST
 - RT Tool
 - RT Cron Tool
  - RT Installation (rough categories so that people can link install
  guides to an OS categorie, no more/no less)
 - Linux
 - FreeBSD
 - Other
 - Manual
  - RT Config: (a categorie for each major release)
 - RT 4
 - RT 3.8
 - RT 3.6
  - Plugins:
 - A categorie page for all plugins! This way you can link
 scrips/configs/other goodies for a plugin to that specific categorie
 page.
  - Scrips:
 - Basically a summary of all scrips available for RT.
  - Automation
 At this point I'm blank on ideas, I'll just leave it at this and see what
 responses there are. I'm pretty sure this list can be better/structured
 better, but you have to start somewhere ^_~
 *--- Rough plan of action ---*
 This is a rather rough plan for setting up the structure:
  - Remove all current categories (double check that the categorie pages
  don't contain content of any kind).
  - Add every single page currently in the wiki to a new categorie called
  Archive.



Might I suggest instead creating a page called restructure todo list and
put a list of all the current pages on that page... that way the current
structure and organization, to the extent it is useful or familiar, is
maintained and yet we have a todo list to work off of?

cheers,
ram



 - This sounds ugly but it's an easy way of keeping track of all the
 wiki pages that still need better categorization.
 - Basically a todo list, anything still in there needs to be
 categorized.
 - The idea is to do a few articles each day and eventually everything
 will be nicely categorized.
  - Create all the categories which have been though of, make sure that
  theres's at least some basic information on the categorie page.
  - Modify the home page to, at first, also contain the new categorie
  structure (keep the old links for now).
  - Start categorizing anything that's still in under Archive.
  - And last but not least, at a certain point modify the front page to
  only contain the new categorie structure.
 So, those are some ideas.
 Time for everyone to shoot at them ^_~
 -- Bart

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA

Re: [rt-users] rt-users Digest, Vol 92, Issue 15

[Ram Moskovitz]

 On Mon, Nov 07, 2011 at 08:14:13PM +, Ram Moskovitz wrote:
   I can have the web-app login as the user via the REST interface in
   theory. Currently the users are auto-created and unprivileged - does
   that have to change?
  You just have to ensure that they have sufficient rights, probably by
  granting them to the Requestors role.

 Will they need to be privileged

 No, but you will need to tell RT that unprivileged users can reach the
 REST endpoint using the SelfServiceRegex config

 or have passwords to be usable via REST?

 Yes - otherwise how would you log in as them?

 Also, your mail client appeared to pick a new subject and break
 threading.

 -kevin

Thanks!
ram

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28  29, 2011

[rt-users] REST

[Ram Moskovitz]

I'm using the REST interface as a gateway between my web-app and RT.

It's pretty close to done - the one thing I'm having a problem with is
assuming the requestor's identity when adding correspondence. By way
of example:
   
1 User logs in to web-app and fills out a support request form
2 web-app uses REST account to create ticket OBO of user (set's the
requestor to be the actual customer's email addres) all the normal RT
mails go out to the requestor
3 Any time the user comes to check on the status of their ticket(s)
the web-app uses the REST account to query RT and provide a subset of
the ticket info back
4 User may then 'add-correspondence' to the ticket via the web-app in
which ase the app uses the REST account to add the correspondence to
the ticket.
   
The problem is that the correspondence shows that it was added by the
REST user - is there a reasonable way around this?
   Not unless you can log in as the user via the REST interface.
   The Perl API allows you to load the ticket as a user and Correspond as
   them.
   I assume our SelfService interface wasn't sufficient for your needs?
   So far you've listed features it has, and it handles Correspondence
   correctly.
   -kevin
 
  I can have the web-app login as the user via the REST interface in
  theory. Currently the users are auto-created and unprivileged - does
  that have to change?
 You just have to ensure that they have sufficient rights, probably by
 granting them to the Requestors role.

Will they need to be privileged or have passwords to be usable via REST?

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28  29, 2011

[rt-users] REST user

[Ram Moskovitz]

 On Fri, Nov 04, 2011 at 05:37:25PM +, Ram Moskovitz wrote:
  I'm using the REST interface as a gateway between my web-app and RT.
  It's pretty close to done - the one thing I'm having a problem with is
  assuming the requestor's identity when adding correspondence. By way
  of example:
 
  1 User logs in to web-app and fills out a support request form
  2 web-app uses REST account to create ticket OBO of user (set's the
  requestor to be the actual customer's email addres) all the normal RT
  mails go out to the requestor
  3 Any time the user comes to check on the status of their ticket(s)
  the web-app uses the REST account to query RT and provide a subset of
  the ticket info back
  4 User may then 'add-correspondence' to the ticket via the web-app in
  which ase the app uses the REST account to add the correspondence to
  the ticket.
 
  The problem is that the correspondence shows that it was added by the
  REST user - is there a reasonable way around this?
 Not unless you can log in as the user via the REST interface.
 The Perl API allows you to load the ticket as a user and Correspond as
 them.
 I assume our SelfService interface wasn't sufficient for your needs?
 So far you've listed features it has, and it handles Correspondence
 correctly.
 -kevin

I can have the web-app login as the user via the REST interface in
theory. Currently the users are auto-created and unprivileged - does
that have to change?

As for using the native RT self-service web interface - I don't want
to frame it with-in my app and I don't want to swizzle my app through
RT.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28  29, 2011

[rt-users] REST user

[Ram Moskovitz]

Hi all,
I'm using the REST interface as a gateway between my web-app and RT.
It's pretty close to done - the one thing I'm having a problem with is
assuming the requestor's identity when adding correspondence. By way
of example:

1 User logs in to web-app and fills out a support request form
2 web-app uses REST account to create ticket OBO of user (set's the
requestor to be the actual customer's email addres) all the normal RT
mails go out to the requestor
3 Any time the user comes to check on the status of their ticket(s)
the web-app uses the REST account to query RT and provide a subset of
the ticket info back
4 User may then 'add-correspondence' to the ticket via the web-app in
which ase the app uses the REST account to add the correspondence to
the ticket.

The problem is that the correspondence shows that it was added by the
REST user - is there a reasonable way around this?

thanks
ram

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[rt-users] Native FullText Search in mysql

[Ram Moskovitz]

Hey folks,
Looks like MySQL has FTS built in :
http://dev.mysql.com/doc/refman/5.5/en/fulltext-search.html
Is this supported by RT 4.0x?
Thanks!

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28  29, 2011

Re: [rt-users] Native FullText Search in mysql

[Ram Moskovitz]

Never mind... looks likt it's MyISAM only :(


On Wed, Nov 2, 2011 at 11:59 AM, Ram Moskovitz ram0...@gmail.com wrote:
 Hey folks,
 Looks like MySQL has FTS built in :
 http://dev.mysql.com/doc/refman/5.5/en/fulltext-search.html
 Is this supported by RT 4.0x?
 Thanks!


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28  29, 2011

[rt-users] RT Perl dependencies (CentOS 5)

[Ram Moskovitz]

Hey folks,

First let me say RT is a good tool - thanks!

I've been playing with 4.0 in my development environment and am preparing to
push it out to production. I've a few issues I'm working through including:
1) CC requirement - it seems that RT 4's configure wants a C compiler but
we do not keep compilers on our production server.

My solution here is to build in a pristine environment (VM similar to
production) and then tar up the package and plop it into production.

2) Perl dependencies. In my dev environment I used CPAN (via make fixdeps).
In production we don't use CPAN.

My approach to here is to generate a list of Perl module dependencies,
starting with the direct dependencies out of the rt-4.0.0/configure script,
and then finding RPMs from repos we allow for use in production to fill in
the gaps. Where this isn't enough I have to either cpan2rpm them or
otherwise get Dag to add the modules to his RPMForge area (according to him
he is happy to add any CPAN modules that are requested - sweet aye!)

If anyone is already working on this from some other angle or has
suggestions I am eager for input.

cheers,
ram

[rt-users] posts not making to the database

[Ram Prasad]

I am having a weird issue ...

When I try to post to rt, the mail makes to the list and to the mail
gateway and a response is sent to poster. But, it is not there in the
database at all. But, if I restart apache, click on each receips (and
save) for the list, it works .. but only for sometime. Could someone
help me with this please ?

I see these in the log:


[Mon Jul  2 15:20:32 2007] [warning]: Use of uninitialized value in
concatenation (.) or string at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 425.
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm:425)
[Mon Jul  2 15:20:32 2007] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505.
(/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505)
[Mon Jul  2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8)
couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals,
CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName
= 'SeeQueue') AND Principals.Disabled = 0 AND
eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp('undef', 'undef', 'undef',
'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature',
...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm
line 466


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[rt-users] Posts to queue not showing in database

[ram prasad]

I am having a weird issue ...

When I try to post to rt, the mail makes to the list and to the mail gateway
and a response is sent to poster. But, it is not there in the database at
all. But, if I restart apache, click on each scrips (and save) for the
list, it works .. but only for sometime. Could someone help me with this
please ?


I see these in the log:


[Mon Jul  2 15:20:32 2007] [warning]: Use of uninitialized value in
concatenation (.) or string at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 425.
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm:425)
[Mon Jul  2 15:20:32 2007] [warning]: DBD::mysql::st execute failed: MySQL
server has gone away at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505.
(/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505)
[Mon Jul  2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't
execute the query 'SELECT ACL.id from ACL, Groups, Principals,
CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName =
'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0
AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND
Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId =
AND ((ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType
= 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType =
'Group'  LIMIT 1' at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518

DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)',
'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called
at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550

DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)',
'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called
at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 458
   RT::Principal::_HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Right',
'SeeQueue', 'EquivObjects', 'ARRAY(0xb8f88f0)', 'Object',
'RT::Queue=HASH(0xb9268c4)') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369
   RT::Principal::HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Object',
'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562
   RT::User::HasRight('RT::User=HASH(0xb8d9240)', 'Object',
'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/CurrentUser.pm line 339
   RT::CurrentUser::HasRight('RT::CurrentUser=HASH(0xb95d5c0)',
'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1124
   RT::Queue::HasRight('RT::Queue=HASH(0xb9268c4)', 'Principal',
'RT::CurrentUser=HASH(0xb95d5c0)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1090
   RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xb9268c4)',
'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm
line 1066
   RT::Queue::_Value('RT::Queue=HASH(0xb9268c4)', 'Name') called at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425
   DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xb9268c4)')
called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 64
   HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action',
'correspond', 'queue', 'iskme-feature', 'message', 'From
iskme-feature at sb.path.net Mon Jul  2 08:20:27 2007\x{a}Recei...') called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9
c)', 'SessionType', 'REST', 'action', 'correspond', 'queue',
'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul  2
08:20:27 2007\x{a}Recei...', ...) called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257
   eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252
   HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType',
'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466
   eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466
   eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418

HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26
08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm
line 168

HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0xb8e2608)') called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826

HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at
/usr/sbin/webmux.pl line 123
   

[rt-users] posts not making to the database

[Ram Prasad]

I am having a weird issue ... 

When I try to post to rt, the mail makes to the list and to the mail gateway
and a response is sent to poster. But, it is not there in the database at
all. But, if I restart apache, click on each receips (and save) for the
list, it works .. but only for sometime. Could someone help me with this
please ?


I see these in the log:


[Mon Jul  2 15:20:32 2007] [warning]: Use of uninitialized value in
concatenation (.) or string at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 425.
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm:425)
[Mon Jul  2 15:20:32 2007] [warning]: DBD::mysql::st execute failed: MySQL
server has gone away at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505.
(/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505)
[Mon Jul  2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't
execute the query 'SELECT ACL.id from ACL, Groups, Principals,
CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName =
'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0
AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND
Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId =
AND ((ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType
= 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType =
'Group'  LIMIT 1' at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518
 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)',
'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called
at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550
 
DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)',
'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called
at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 458
RT::Principal::_HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Right',
'SeeQueue', 'EquivObjects', 'ARRAY(0xb8f88f0)', 'Object',
'RT::Queue=HASH(0xb9268c4)') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369
RT::Principal::HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Object',
'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562
RT::User::HasRight('RT::User=HASH(0xb8d9240)', 'Object',
'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/CurrentUser.pm line 339
RT::CurrentUser::HasRight('RT::CurrentUser=HASH(0xb95d5c0)',
'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1124
RT::Queue::HasRight('RT::Queue=HASH(0xb9268c4)', 'Principal',
'RT::CurrentUser=HASH(0xb95d5c0)', 'Right', 'SeeQueue') called at
/usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1090
RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xb9268c4)',
'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm
line 1066
RT::Queue::_Value('RT::Queue=HASH(0xb9268c4)', 'Name') called at
/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425
DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xb9268c4)')
called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 64
HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action',
'correspond', 'queue', 'iskme-feature', 'message', 'From
[EMAIL PROTECTED] Mon Jul  2 08:20:27 2007\x{a}Recei...') called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135
 
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9
c)', 'SessionType', 'REST', 'action', 'correspond', 'queue',
'iskme-feature', 'message', 'From [EMAIL PROTECTED] Mon Jul  2
08:20:27 2007\x{a}Recei...', ...) called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257
eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType',
'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466
eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466
eval {...} called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418
 
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26
08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm
line 168
 
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0xb8e2608)') called at
/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826
 
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at
/usr/sbin/webmux.pl line 123