[rt-users] No permission to create tickets email bounce
I cannot figure this out. See below. The user is setup in RT and active. Is there a log file I can check to get more details as to why RT is rejecting incoming requests from this one user? Thanks. - Forwarded Message Running RT 3.8.8 I have one user within our company who cannot create RT tickets. She was able to for years until recently. I can't tell what changed. All other users can create tickets fine and they appear to be setup just like this one user. When she sends an email in to the address setup to auto create a ticket, she gets an email bounce like this: From: RT CorrespondAddressNotSet rt_correspondaddressnot...@rt.companyname.com To: cbreidenb...@companyname.com Sent: Wednesday, November 17, 2010 4:14:34 PM Subject: Ticket creation failed: Fwd: Need help No permission to create tickets in the queue 'IT.Help' Any suggestion on how to fix this? Thanks.
[rt-users] Controlling outgoing e-mails for new RT tickets
RT 3.8.8 I am trying to come up with a way to only send outbound/auto response e-mails for new RT tickets if the ticket is auto created based on an inbound email. That part is working fine. But, if I use the new ticket in button and change the requester to an outbound e-mail address, it will send the requester an e-mail that comes from an On Create/Action Autoreply To Requestors scrip I have for the queue selected. I do not want that scrip to fire if the a new ticket is created using the new ticket in button within RT. It should only apply if a new ticket is created based on an inbound email to the queue. Is there a way to do this? Thanks.
[rt-users] Including stalled tickets in 10 highest tickets I own and Tools/My Day sections
Running 3.8.6 By default for all users, I need to include tickets with a status of stalled (as well as open and new) so they show up under 10 highest priority tickets I own and Tools/My Day sections. Will someone let me know what files to create/modify to make this possible? Thanks. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Apache issues when when upgrading 3.8.6 - 3.8.8
I was able to get past the issue below - ./configure showed I was missing the group rt3. Not sure why this never came up in previous installations and upgrades. Now, I followed the README and UPGRADING dox step-by-step and the upgrade from 3.8.6 to 3.8.8 appears to go without a hitch. However, now it appears as if I have an Apache config problem after the upgrade. When I try to browse to the RT URL or IP, a popup appears: When choosing to open blank lines which is a : httpd/unix-directory from: httpd://rt.companyname.com What should Firefox do with this file? Open With or Save are the options. I didn't change anything in my Apache config. It is the same as it has been the last few upgrades. /etc/httpd/conf.d/perl.conf VirtualHost *:80 ServerName itadmin.companyname.com ServerAlias rt.companyname.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Directory /opt/rt3/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason /Directory /VirtualHost Any suggestions on how to resolve this? Thanks. Shannon - Original Message From: Shannon Adams shannon_adam...@yahoo.com To: rt-users@lists.bestpractical.com Sent: Fri, June 4, 2010 11:08:56 PM Subject: Error when upgrading 3.8.6 - 3.8.8 Running CentOS 5.5 - fully patched. Trying to upgrade from 3.8.6 to 3.8.8. # make upgrade . . . . All dependencies have been found. /opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc make: /opt/local/bin/ginstall: Command not found make: *** [config-install] Error 127 # I can't find anything in the README or UPGRADING doc that would indicate why I am getting this. Thanks for any help. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error when upgrading 3.8.6 - 3.8.8
Running CentOS 5.5 - fully patched. Trying to upgrade from 3.8.6 to 3.8.8. # make upgrade . . . . All dependencies have been found. /opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc make: /opt/local/bin/ginstall: Command not found make: *** [config-install] Error 127 # I can't find anything in the README or UPGRADING doc that would indicate why I am getting this. Thanks for any help. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.2 - httpd fails to start after CentOS 5.3 upgrade (from 5.2)
I just did yum updates on CentOS to take me from 5.2 to 5.3. Now, httpd fails to start. /var/log/httpd/error_log shows: [Sat Apr 18 16:24:36 2009] [error] File::Temp version 0.18 required--this is onl y version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN f ailed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity .pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8 .8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/bin/../li b/RT/I18N.pm line 65.\nBEGIN failed--compilation aborted at /opt/rt3/bin/../lib/ RT/I18N.pm line 65.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 102. \nCompilation failed in require at (eval 2) line 1.\n [Sat Apr 18 16:24:36 2009] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itadmin.bigrocksports.com:0, exiting... yum list perl shows: Installed Packages perl.i386 4:5.8.8-18.el5_3.1 installed Can someone help me get running again? It would appear that the last perl upgrade is not compatible with RT 3.8.2? How do I downgrade perl if that is the problem? I am in a bind and would greatly appreciate any help. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 - httpd fails to start after CentOS 5.3 upgrade (from 5.2)
I had to update the following modules: File::Temp Sys::Syslog Now, apache starts and I am good to go. Thanks for the advice. - Original Message From: jmose...@corp.xanadoo.com jmose...@corp.xanadoo.com To: Shannon Adams shannon_adam...@yahoo.com Cc: rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com Sent: Saturday, April 18, 2009 6:07:22 PM Subject: Re: [rt-users] RT 3.8.2 - httpd fails to start after CentOS 5.3 upgrade (from 5.2) The first line of the error log tells you everything. You need version 18, but you only have version installed. This problem is likely due to the perl upgrade that happened as a result of the system upgrade. You can use CPAN to update the perl module, or you can install it via yum: yum upgrade perl-File-Temp There are probably a few more broken perl modules... James Moseley I just did yum updates on CentOS to take me from 5.2 to 5.3. Now, httpd fails to start. /var/log/httpd/error_log shows: [Sat Apr 18 16:24:36 2009] [error] File::Temp version 0.18 required--this is onl y version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN f ailed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8 /MIME/Entity .pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8 .8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/bin/../li b/RT/I18N.pm line 65.\nBEGIN failed--compilation aborted at /opt/rt3/bin/../lib/ RT/I18N.pm line 65.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 102. \nCompilation failed in require at (eval 2) line 1.\n [Sat Apr 18 16:24:36 2009] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itadmin.bigrocksports.com:0, exiting... yum list perl shows: Installed Packages perl.i386 4:5.8.8-18.el5_3.1 installed ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2
I am doing a fresh install of rt 3.8.2 on CentOS 5.2. I get down to: 'make initialize-database' it returns: Working with: Type:mysql Host:localhost Name:rt3 User:rt_user DBA:root Now creating a mysql database rt3 for RT. Done. Now populating database schema. Done. Now inserting database ACLs Granting access to rt_user@'localhost' on rt3. Done. Sys::Syslog version 0.16 required--this is only version 0.13 at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13. Compilation failed in require at /usr/src/build/rt-3.8.2/sbin/../lib/RT.pm line 340. make: *** [initialize-database] Error 2 I cannot figure out how to update Syslog to 0.16 and would appreciate any assistance. Shannon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2
Perfect, that was it. Thank you. - Original Message From: Jesse Vincent je...@bestpractical.com To: Shannon Adams shannon_adam...@yahoo.com Cc: rt-users@lists.bestpractical.com Sent: Wednesday, February 18, 2009 3:20:19 PM Subject: Re: [rt-users] Syslog error when installing rt 3.8.2 on Cent OS 5.2 On Wed 18.Feb'09 at 11:25:37 -0800, Shannon Adams wrote: I am doing a fresh install of rt 3.8.2 on CentOS 5.2. I get down to: Sys::Syslog version 0.16 required--this is only version 0.13 at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 13. Compilation failed in require at /usr/src/build/rt-3.8.2/sbin/../lib/RT.pm line 340. make: *** [initialize-database] Error 2 I cannot figure out how to update Syslog to 0.16 and would appreciate any assistance. RT doesn't directly require Sys::Syslog, but a downstream dependency, Log::Dispatch does. sudo perl -MCPAN -e'install Sys::Syslog' should do the trick. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] DBD::mysql error when installing rt 3.8.2 on Cent OS 5.2
I am in the process of migrating RT from an old server running Fedora Core 4, RT ver 3.8.1, and mysql version 4.1.20-log. I upgraded RT on this old server a while back and ran into the random logouts, binary attachment problems, etc. I have installed a new server running Cent OS 5.2. The installation of RT 3.8.2 and restore of the data from the old server is complete. This server is running mysql version 5.0.45. From what I have read in all the documents, I need to upgrade my database on the new server since it was running on an old version of mysql. However, when I run this: perl etc/upgrade/upgrade-mysql-schema.pl rt3 password password sql.queries, it returns: DBD::mysql version 4.002 required--this is only version 3.0007 at etc/upgrade/up grade-mysql-schema.pl line 7. BEGIN failed--compilation aborted at etc/upgrade/upgrade-mysql-schema.pl line 7. To attempt to upgrade DBD::mysql, I run: perl -MCPAN -e'install DBD::mysql' but, it returns: Running make install make test had returned bad status, won't install without force Any ideas? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Issues on RT 3.8.1
Running FC4. cpan DBD::mysql shows: Test Summary Report --- t/40blobs (Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: No plan found in TAP output Files=34, Tests=6, 3 wallclock secs ( 0.06 usr 0.21 sys + 1.74 cusr 0.85 csys = 2.86 CPU) Result: FAIL Failed 1/34 test programs. 0/6 subtests failed. make: *** [test_dynamic] Error 255 CAPTTOFU/DBD-mysql-4.008.tar.gz /usr/bin/make test -- NOT OK //hint// to see the cpan-testers results for installing this module, try: reports CAPTTOFU/DBD-mysql-4.008.tar.gz Running make install make test had returned bad status, won't install without force Any idea why it won't install? Thanks, Shannon - Original Message From: Jesse Vincent [EMAIL PROTECTED] To: Shannon Adams [EMAIL PROTECTED] Cc: Drew Barnes [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Sent: Thursday, August 28, 2008 9:45:28 PM Subject: Re: [rt-users] Issues on RT 3.8.1 On Aug 28, 2008, at 6:43 PM, Shannon Adams wrote: Thanks, Drew. When I run: perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pw sql.queries I get: DBD::mysql version 4.002 required--this is only version 2.9007 at etc/upgrade/schema.mysql-4.0-4.1.pl line 7. BEGIN failed--compilation aborted at etc/upgrade/ schema.mysql-4.0-4.1.pl line 7. How do I upgrade DBD::mysql to version 4.002? sudo cpan DBD::mysql - Original Message From: Drew Barnes [EMAIL PROTECTED] To: Shannon Adams [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Sent: Thursday, August 28, 2008 10:52:21 AM Subject: Re: [rt-users] Issues on RT 3.8.1 You missed a step. Per Ruslan yesterday: `a_session` column is longtext what is WRONG and means that you HAVN'T upgraded correctly. Read UPGRADING.mysql, this column must be LONGBLOB. Shannon Adams wrote: RT 3.8.1 mysql version - 4.1.20-log Fedora Core 4 SHOW CREATE TABLE sessions; shows: +-- + --+ | Table| Create Table | +-- + --+ | sessions | CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longtext, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | +-- + --+ 1 row in set (0.00 sec) SHOW CREATE TABLE Attachments; shows: +- +--+ | Table | Create Table
[rt-users] Issues on RT 3.8.1
RT 3.8.1 mysql version - 4.1.20-log Fedora Core 4 SHOW CREATE TABLE sessions; shows: +--+--+ | Table| Create Table | +--+--+ | sessions | CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longtext, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | +--+--+ 1 row in set (0.00 sec) SHOW CREATE TABLE Attachments; shows: +-+--+ | Table | Create Table | +-+--+ | Attachments | CREATE TABLE `Attachments` ( `id` int(11) NOT NULL auto_increment, `TransactionId` int(11) NOT NULL default '0', `Parent` int(11) NOT NULL default '0', `MessageId` varchar(160) default NULL, `Subject` varchar(255) default NULL, `Filename` varchar(255) default NULL, `ContentType` varchar(80) default NULL, `ContentEncoding` varchar(80) default NULL, `Content` longtext, `Headers` longtext, `Creator` int(11) NOT NULL default '0', `Created` datetime default NULL, PRIMARY KEY (`id`), KEY `Attachments2` (`TransactionId`), KEY `Attachments3` (`Parent`,`TransactionId`) ) ENGINE=InnoDB DEFAULT CHARSET=latin1 | +-+--+ 1 row in set (0.19 sec) Thanks, Shannon once again, send us results of SHOW CREATE TABLE sessions; and SHOW CREATE TABLE Attachments; On Wed, Aug 27, 2008 at 6:23 AM, Ruslan Zakirov ruz at bestpractical.com wrote: send us results of SHOW CREATE TABLE sessions; On Wed,
Re: [rt-users] Issues on RT 3.8.1
Thanks, Drew. When I run: perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pw sql.queries I get: DBD::mysql version 4.002 required--this is only version 2.9007 at etc/upgrade/schema.mysql-4.0-4.1.pl line 7. BEGIN failed--compilation aborted at etc/upgrade/schema.mysql-4.0-4.1.pl line 7. How do I upgrade DBD::mysql to version 4.002? - Original Message From: Drew Barnes [EMAIL PROTECTED] To: Shannon Adams [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Sent: Thursday, August 28, 2008 10:52:21 AM Subject: Re: [rt-users] Issues on RT 3.8.1 You missed a step. Per Ruslan yesterday: `a_session` column is longtext what is WRONG and means that you HAVN'T upgraded correctly. Read UPGRADING.mysql, this column must be LONGBLOB. Shannon Adams wrote: RT 3.8.1 mysql version - 4.1.20-log Fedora Core 4 SHOW CREATE TABLE sessions; shows: +--+--+ | Table| Create Table | +--+--+ | sessions | CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longtext, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | +--+--+ 1 row in set (0.00 sec) SHOW CREATE TABLE Attachments; shows: +-+--+ | Table | Create Table | +-+--+ | Attachments | CREATE TABLE `Attachments` ( `id` int(11) NOT NULL auto_increment, `TransactionId` int(11) NOT NULL default '0', `Parent` int(11) NOT NULL default '0', `MessageId` varchar(160) default NULL, `Subject` varchar(255) default NULL, `Filename` varchar(255) default NULL, `ContentType` varchar(80) default NULL, `ContentEncoding` varchar(80) default NULL, `Content` longtext, `Headers` longtext, `Creator` int(11) NOT NULL default '0', `Created` datetime default NULL, PRIMARY KEY (`id`), KEY `Attachments2` (`TransactionId`), KEY `Attachments3` (`Parent`,`TransactionId`) ) ENGINE=InnoDB DEFAULT CHARSET=latin1
[rt-users] Problems since upgrading to RT 3.8.x
I have 3.8.1 installed, but we have had several problems that started since going to 3.8.0. 1. Randomly logging users out of RT. One example is when a user clicks on ## highest priority tickets I own. It brings up the top tickets, but when they click on one, it takes them back to the login screen. When they log back in, it takes them into the ticket they clicked on before they logged out. 2. One two occasions, RT has just crashed with an internal server error when trying to navigate to the URL. I restarted httpd and mysqld and it still did not come up. Everything worked fine after I rebooted. I don't see anything in the logs to indicate the reason. 3. Old code to show complete ticket history in a template no longer works, as detailed in previous post. If anyone could lead me in the right direction on fixing any of these, I would appreciate it. Thanks, Shannon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems since upgrading to RT 3.8.x
No, the URL is the same. Shannon - Original Message From: [EMAIL PROTECTED] [EMAIL PROTECTED] To: Shannon Adams [EMAIL PROTECTED]; [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Sent: Tuesday, August 26, 2008 2:54:03 PM Subject: Re: [rt-users] Problems since upgrading to RT 3.8.x Did the url change when you upgraded ? --Original Message-- From: Shannon Adams Sender: [EMAIL PROTECTED] To: rt-users@lists.bestpractical.com Sent: Aug 26, 2008 11:41 Subject: [rt-users] Problems since upgrading to RT 3.8.x I have 3.8.1 installed, but we have had several problems that started since going to 3.8.0. 1. Randomly logging users out of RT. One example is when a user clicks on ## highest priority tickets I own. It brings up the top tickets, but when they click on one, it takes them back to the login screen. When they log back in, it takes them into the ticket they clicked on before they logged out. 2. One two occasions, RT has just crashed with an internal server error when trying to navigate to the URL. I restarted httpd and mysqld and it still did not come up. Everything worked fine after I rebooted. I don't see anything in the logs to indicate the reason. 3. Old code to show complete ticket history in a template no longer works, as detailed in previous post. If anyone could lead me in the right direction on fixing any of these, I would appreciate it. Thanks, Shannon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Sent via BlackBerry from T-Mobile ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket history template not working since upgrade to RT 3.8.0
I upgraded to 3.8.1 this weekend and we still cannot see a complete ticket
history when a ticket is closed using the template below. Is there updated
code I can use in this template that will list the complete ticket history -
all comments and replies?
Thanks,
Shannon
- Original Message
From: Shannon Adams [EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com
Sent: Friday, August 22, 2008 11:17:47 AM
Subject: Ticket history template not working since upgrade to RT 3.8.0
We have a template that we have used on many different versions of RT that will
display the complete ticket history. We have it tied to a scrip that will
notify an admin when a ticket is closed and show them the complete history.
This stopped working after we upgraded to RT 3.8.0. Everything above the
Complete Ticket History section displays fine. Everything under the heading
is blank.
Any ideas?
Here is the template:
Subject: Resolved: {$Ticket-Subject}
{$Ticket-Subject()} has been resolved
Original request:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}user=guestpass=guest
{$Ticket-Transactions-First-Content}
Complete Ticket History
{
my $resolved_message = '';
my $last_content = '';
my $transactions = $Ticket-Transactions;
$transactions-Limit( FIELD = 'Type',
VALUE = 'Correspond',
ENTRYAGGREGATOR = 'OR',
OPERATOR = '=', );
$transactions-Limit( FIELD = 'Type',
VALUE = 'Comment',
ENTRYAGGREGATOR = 'OR',
OPERATOR = '=', );
while (my $transaction = $transactions-Next) {
my $attachments = $transaction-Attachments;
while (my $message = $attachments-Next) {
next unless $message-ContentType =~
m!^(text/plain|message|text$)!i;
my $content = $message-Content;
next unless $content;
next if $last_content eq $content;
$last_content = $content;
my $subject = ($message-Subject || $Ticket-Subject);
my $wrapper = Text::Wrapper-new(columns=70);
$content = $wrapper-wrap($content);
$resolved_message .= From: ;
$resolved_message .= $message-CreatorObj-RealName ||
$message-CreatorObj-EmailAddress;
$resolved_message .= \n;
$resolved_message .= Time: ;
$resolved_message .= $message-CreatedObj-AsString;
$resolved_message .= \n;
$resolved_message .= \n;
$resolved_message .= $content\n;
$resolved_message .=
\n;
}
}
$resolved_message;
}
___
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Commercial support: [EMAIL PROTECTED]
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Re: [rt-users] Ticket history template not working since upgrade to RT 3.8.0
I turned on debugging and I keep getting the follow error in the log:
[Mon Aug 25 18:06:21 2008] [error]: Scrip 226 IsApplicable failed: Global
symbol $correspond requires explicit package name at (eval 477) line 8.
(/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:64)
Can translate this for me and also let me know how to correct it? I hope that
this is the reason for the issue below.
Thanks,
Shannon
- Original Message
From: Shannon Adams [EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com
Sent: Monday, August 25, 2008 11:52:42 AM
Subject: Re: Ticket history template not working since upgrade to RT 3.8.0
I upgraded to 3.8.1 this weekend and we still cannot see a complete ticket
history when a ticket is closed using the template below. Is there updated
code I can use in this template that will list the complete ticket history -
all comments and replies?
Thanks,
Shannon
- Original Message
From: Shannon Adams [EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com
Sent: Friday, August 22, 2008 11:17:47 AM
Subject: Ticket history template not working since upgrade to RT 3.8.0
We have a template that we have used on many different versions of RT that will
display the complete ticket history. We have it tied to a scrip that will
notify an admin when a ticket is closed and show them the complete history.
This stopped working after we upgraded to RT 3.8.0. Everything above the
Complete Ticket History section displays fine. Everything under the heading
is blank.
Any ideas?
Here is the template:
Subject: Resolved: {$Ticket-Subject}
{$Ticket-Subject()} has been resolved
Original request:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}user=guestpass=guest
{$Ticket-Transactions-First-Content}
Complete Ticket History
{
my $resolved_message = '';
my $last_content = '';
my $transactions = $Ticket-Transactions;
$transactions-Limit( FIELD = 'Type',
VALUE = 'Correspond',
ENTRYAGGREGATOR = 'OR',
OPERATOR = '=', );
$transactions-Limit( FIELD = 'Type',
VALUE = 'Comment',
ENTRYAGGREGATOR = 'OR',
OPERATOR = '=', );
while (my $transaction = $transactions-Next) {
my $attachments = $transaction-Attachments;
while (my $message = $attachments-Next) {
next unless $message-ContentType =~
m!^(text/plain|message|text$)!i;
my $content = $message-Content;
next unless $content;
next if $last_content eq $content;
$last_content = $content;
my $subject = ($message-Subject || $Ticket-Subject);
my $wrapper = Text::Wrapper-new(columns=70);
$content = $wrapper-wrap($content);
$resolved_message .= From: ;
$resolved_message .= $message-CreatorObj-RealName ||
$message-CreatorObj-EmailAddress;
$resolved_message .= \n;
$resolved_message .= Time: ;
$resolved_message .= $message-CreatedObj-AsString;
$resolved_message .= \n;
$resolved_message .= \n;
$resolved_message .= $content\n;
$resolved_message .=
\n;
}
}
$resolved_message;
}
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[rt-users] Ticket history template not working since upgrade to RT 3.8.0
We have a template that we have used on many different versions of RT that will
display the complete ticket history. We have it tied to a scrip that will
notify an admin when a ticket is closed and show them the complete history.
This stopped working after we upgraded to RT 3.8.0. Everything above the
Complete Ticket History section displays fine. Everything under the heading
is blank.
Any ideas?
Here is the template:
Subject: Resolved: {$Ticket-Subject}
{$Ticket-Subject()} has been resolved
Original request:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}user=guestpass=guest
{$Ticket-Transactions-First-Content}
Complete Ticket History
{
my $resolved_message = '';
my $last_content = '';
my $transactions = $Ticket-Transactions;
$transactions-Limit( FIELD = 'Type',
VALUE = 'Correspond',
ENTRYAGGREGATOR = 'OR',
OPERATOR = '=', );
$transactions-Limit( FIELD = 'Type',
VALUE = 'Comment',
ENTRYAGGREGATOR = 'OR',
OPERATOR = '=', );
while (my $transaction = $transactions-Next) {
my $attachments = $transaction-Attachments;
while (my $message = $attachments-Next) {
next unless $message-ContentType =~
m!^(text/plain|message|text$)!i;
my $content = $message-Content;
next unless $content;
next if $last_content eq $content;
$last_content = $content;
my $subject = ($message-Subject || $Ticket-Subject);
my $wrapper = Text::Wrapper-new(columns=70);
$content = $wrapper-wrap($content);
$resolved_message .= From: ;
$resolved_message .= $message-CreatorObj-RealName ||
$message-CreatorObj-EmailAddress;
$resolved_message .= \n;
$resolved_message .= Time: ;
$resolved_message .= $message-CreatedObj-AsString;
$resolved_message .= \n;
$resolved_message .= \n;
$resolved_message .= $content\n;
$resolved_message .=
\n;
}
}
$resolved_message;
}
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[rt-users] Problem with initialize RT's database
When I type:
/usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password
... I am prompted for a password. I have entered the root password, left it
blank, and used the password set in /etc/rt3/RT_SiteConfig.pm - however, no
matter what I try the following error displays:
DBI connect(';host=localhost','root',...) failed: Can't connect to local MySQL
server through socket '/var/lib/mysql/mysql.sock' (2) at
/usr/sbin/rt-setup-database line 105
Failed to connect to dbi:mysql:;host=localhost as root: Can't connect to local
MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at
/usr/sbin/rt-setup-database line 105, STDIN line 1.
Is this an error because I am not using the correct password? Here are my
/etc/rt3/RT_SiteConfig.pm settings:
Set($DatabaseUser , 'rt_user');
Set($DatabasePassword , '[EMAIL PROTECTED]');
Thanks,
Shannon
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[rt-users] Help with Apache config (You're almost there)
After many failed attempts to get RT 3.6.6 working on Fedora Core 8 last week, I decided to start from scratch. I reformatted my server with FC9. I turned off SELINUX, as well as changed my iptables config. I installed the FC9 RPM from: ftp://rpmfind.net/linux/fedora/development/i386/os/Packages/rt3-3.6.6-5.fc9.noarch.rpm Running: mod_perl-2.0.3-21.i386 Apache/2.2.8 (Unix) httpd starts - but I get the following when browsing to rtbak.xyzcorp.com: You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to run the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl , fastcgi or speedycgi handler. My rt3.conf follows: VirtualHost 10.9.xx.xxx ServerName rtbak.xyzcorp.com DocumentRoot /usr/share/rt3/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/sbin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Basically, I am back to sqaure one. This is the same behavior I had when trying to get this going until FC8. Thanks for any help. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.6 - httpd won't start
Sorry about not copying rt_users. It was an oversight. It wasn't intentional
as I need all the help I can get!
I finally overcame httpd not starting up. However, now when I browse to the RT
URL - I am getting the error message below. httpd is started as root. What
should the permissions be under the /opt/rt3 structure? I don't recall
changing anything after the initial installation.
Permissions under /opt/rt3:
drwxrwxrwx 6 apache apache 4096 2008-05-12 15:30 var
drwxrwx--- 5 apache apache 4096 2008-05-12 10:16 mason_data
drwxr-xr-x 2 apache apache 4096 2008-05-12 17:49 obj
Here is the error that pops up in the browser.
mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107
Trace begun at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Exceptions.pm line
129
HTML::Mason::Exceptions::rethrow_exception('mkdir
/opt/rt3/var/mason_data/obj/2362954981: Permission denied at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107^J')
called at /usr/lib/perl5/5.8.8/Carp.pm line 269
Carp::croak('mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied')
called at /usr/lib/perl5/5.8.8/File/Path.pm line 168
File::Path::mkpath('/opt/rt3/var/mason_data/obj/2362954981', 0, 509) called at
/usr/lib/perl5/5.8.8/File/Path.pm line 161
File::Path::mkpath('/opt/rt3/var/mason_data/obj/2362954981/standard', 0, 509)
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line
107
HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file',
'/opt/rt3/var/mason_data/obj/2362954981/standard/index.html.obj', 'source',
'HTML::Mason::ComponentSource=HASH(0xbbf5eeac)') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm line 434
HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0xbb14cc74)',
'/index.html') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 245
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 230
HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0xbbf5ed80)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 210
HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler', 'error_mode',
'output', 'autoflush', 0, 'error_format', 'html', 'interp',
'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args',
'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)',
'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container',
'HASH(0xbbf303dc)') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 97
HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler',
'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp',
'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args',
'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)',
'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container',
'HASH(0xbbf303dc)') called at
/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm line 275
Class::Container::call_method('HTML::Mason::Interp=HASH(0xbb14cc74)',
'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp',
'/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah',
'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req',
'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container', 'HASH(0xbbf303dc)')
called at /usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm line 353
Class::Container::create_delayed_object('interp',
'HTML::Mason::Interp=HASH(0xbb14cc74)', 'comp', '/index.html', 'args',
'ARRAY(0xbbe939dc)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)',
'apache_req', 'Apache2::RequestRec=SCALAR(0xbaef9ec4)', 'container',
'HASH(0xbbf303dc)') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm line 348
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0xbb14cc74)',
'comp', '/index.html', 'args', 'ARRAY(0xbbe939dc)', 'ah',
'HTML::Mason::ApacheHandler=HASH(0xbb149fdc)', 'apache_req',
'Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 869
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
868
HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0xbb149fdc)',
'Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 823
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xbb149fdc)',
'Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at /opt/rt3/bin/webmux.pl
line 125
eval {...} at /opt/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbaef9ec4)') called at -e line 0
eval {...} at -e line 0
Thanks,
Shannon
- Original Message
From: Ruslan Zakirov [EMAIL PROTECTED]
To: Shannon Adams [EMAIL PROTECTED]
Cc: RT users rt-users@lists.bestpractical.com
[rt-users] RT 3.6.6 Install on FC8 (Apache problems) Part 3
Getting closer. I turned off SELINUX (thanks, Drew) and changed my iptables
config (thanks, Graeme). Now, here is what I get when I browse to
rtbak.xyzcorp.com:
/Elements/Header, Title=loc(RT at a glance), Refresh =
$session{'home_refresh_interval'}
You're almost there!
You haven't yet configured your webserver to run RT. You appear to have
installed RT's web interface correctly, but haven't yet configured your web
server to run the RT server which powers the web interface. The next step is
to edit your webserver's configuration file to instruct it to use RT's
mod_perl, FastCGI or SpeedyCGI handler.
My rt3.conf is below. Thanks for all the help!
Shannon
- Original Message
From: Shannon Adams [EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com
Sent: Monday, May 12, 2008 10:56:31 PM
Subject: Re: [rt-users] RT 3.6.6 Install on FC8 (Apache problems) Part 2
Okay, one problem solved. I turned off SELINUX and now httpd starts without an
error.
Now, everything seems to be setup correctly, but I cannot bring up the RT login
page. I can ping rtbak.xyzcorp.com, but when I try to browse to it, it just
times out.
Here is my rt3.conf:
Alias /rt3 //opt/rt3/share/html
PerlModule Apache::DBI
PerlRequire /usr/sbin/webmux.pl
Directory /opt/rt3/share/html
AllowOverride All
Options ExecCGI FollowSymLinks
IfModule mod_access.c
Order allow,deny
Allow from all
/IfModule
/Directory
Location /rt
RewriteEngine On
RedirectMatch permanent (.*)/$ $1/index.html
AddDefaultCharset UTF-8
SetHandler perl-script
PerlHandler RT::Mason
/Location
VirtualHost 10.9.10.251
ServerName itadmin_test
ServerAlias rtbak.xyzcorp.com
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
Location /rt3
SetHandler perl-script
PerlHandler RT::Mason
/Location
/VirtualHost
Among other settings, I have the following in my RTSiteConfig.pm:
Set($WebURL, 'http://rtbak.xyzcorp.com/');
Set($WebBaseURL, 'http://rtbak.xyzcorp.com/');
Set($LogToFile , 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , rt.log);
I have checked the rt.log and there is nothing in there. Where do I look next
to see why rtbak.xyzcorp.com or 10.9.10.251 is not bringing up the RT login
page?
Thanks,
Shannon
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[rt-users] RT 3.6.6 - httpd won't start
I went through the manual installation Wiki and cleaned up my rt3.conf. I think it should be correct now. However, httpd won't start. Here is what I get in the error_log: Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line 3.\n [Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for server itadmin_test.bigrocksports.com:0, exiting... httpd -v shows: Server version: Apache/2.2.8 (Unix) Server built: Jan 28 2008 06:24:44 rt3.conf: VirtualHost 10.9.10.251 ServerName itadmin_test.bigrocksports.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only # Below line might be incorrect, I had to use: # PerlModule Apache2::compat # mod_perl 2.0.1 from FC4 Linux PerlModule Apache2 Apache::compat Alias /rt /opt/rt3/share/html PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Directory /opt/rt3/share/html AllowOverride All Options ExecCGI FollowSymLinks IfModule mod_access.c Order allow,deny Allow from all /IfModule /Directory Location /rt RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Do you see anything that would cause httpd not to start? Shannon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.6.6 Install on FC8 (Apache problems)
I am stuck on the Apache configuration. When I try to start httpd, it fails (service httpd start). The log shows: [Mon May 12 10:55:15 2008] [error] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:222]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:169]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:155]\n [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:329]\n [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:53]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:633]\n [/opt/rt3/lib/RT/Interface/Web/Handler.pm:173]\n [/opt/rt3/lib/RT/Interface/Web/Handler.pm:137]\n [/opt/rt3/bin/webmux.pl:89]\nCompilation failed in require at (eval 2) line 1.\n [Mon May 12 10:55:15 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itadmin_test.bigrocksports.com:0, exiting... Here is my /etc/httpd/conf.d/rt3.conf: VirtualHost * ServerName itadmin_test.bigrocksports.com ServerAlias rtbak.bigrocksports.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location /rt3 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Looks like I have two problems based on the logs? First, permissions on the /opt/rt3/var/mason_data/obj/ directory. What should the owner/permissions be? Secondly, Can't load Perl file. All the dependencies passed during the install and I know perl is installed. I am stuck. Thanks for any help. Shannon Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.6 Install on FC8 (Apache problems)
In short, I have an old server running FC4 and RT 3.6.6. I have installed a new server running FC8, but I am having trouble getting RT 3.6.6 running on it. Here are some more details: fc4 httpd version running Apache/2.0.54 fc8 httpd version running Apache/2.2.8 (Unix) The user running httpd on fc4 is apache. I am attempting to start httpd with service httpd start as root on fc8 - just as I do on fc4. Permissions, owner, and group are exactly the same between the two machines starting at /opt/rt3. For example, both servers show this for /opt/rt3/var/mason_data: drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 cache drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 etc drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 obj However, when starting httpd on fc8, I get the message below. It appears to be permissions related, but the permissions between the two servers starting at /opt/rt3 are exactly the same. I would really appreciate any assistance. This is driving me nuts! Thanks, Shannon - Original Message From: Matthew Keller [EMAIL PROTECTED] To: Shannon Adams [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Sent: Monday, May 12, 2008 3:33:05 PM Subject: Re: [rt-users] RT 3.6.6 Install on FC8 (Apache problems) The user running apache (normally 'apache' or 'httpd') needs to be able to write to the mason_data and session_data folders in /opt/rt3/var/ On Mon, 2008-05-12 at 12:09 -0700, Shannon Adams wrote: I am stuck on the Apache configuration. When I try to start httpd, it fails (service httpd start). The log shows: [Mon May 12 10:55:15 2008] [error] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:222]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:169]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Interp.pm:155]\n [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:329]\n [/usr/lib/perl5/vendor_perl/5.8.8/Class/Container.pm:53]\n [/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:633]\n [/opt/rt3/lib/RT/Interface/Web/Handler.pm:173]\n [/opt/rt3/lib/RT/Interface/Web/Handler.pm:137]\n [/opt/rt3/bin/webmux.pl:89]\nCompilation failed in require at (eval 2) line 1.\n [Mon May 12 10:55:15 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server itadmin_test.bigrocksports.com:0, exiting... Here is my /etc/httpd/conf.d/rt3.conf: VirtualHost * ServerName itadmin_test.bigrocksports.com ServerAlias rtbak.bigrocksports.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location /rt3 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Looks like I have two problems based on the logs? First, permissions on the /opt/rt3/var/mason_data/obj/ directory. What should the owner/permissions be? Secondly, Can't load Perl file. All the dependencies passed during the install and I know perl is installed. I am stuck. Thanks for any help. Shannon Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.6 Install on FC8 (Apache problems) Part 2
Okay, one problem solved. I turned off SELINUX and now httpd starts without an error. Now, everything seems to be setup correctly, but I cannot bring up the RT login page. I can ping rtbak.xyzcorp.com, but when I try to browse to it, it just times out. Here is my rt3.conf: Alias /rt3 //opt/rt3/share/html PerlModule Apache::DBI PerlRequire /usr/sbin/webmux.pl Directory /opt/rt3/share/html AllowOverride All Options ExecCGI FollowSymLinks IfModule mod_access.c Order allow,deny Allow from all /IfModule /Directory Location /rt RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location VirtualHost 10.9.10.251 ServerName itadmin_test ServerAlias rtbak.xyzcorp.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location /rt3 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Among other settings, I have the following in my RTSiteConfig.pm: Set($WebURL, 'http://rtbak.xyzcorp.com/'); Set($WebBaseURL, 'http://rtbak.xyzcorp.com/'); Set($LogToFile , 'debug'); Set($LogDir, '/opt/rt3/var/log'); Set($LogToFileNamed , rt.log); I have checked the rt.log and there is nothing in there. Where do I look next to see why rtbak.xyzcorp.com or 10.9.10.251 is not bringing up the RT login page? Thanks, Shannon - Original Message From: Shannon Adams [EMAIL PROTECTED] Sent: Monday, May 12, 2008 8:38:19 PM Subject: Re: [rt-users] RT 3.6.6 Install on FC8 (Apache problems) In short, I have an old server running FC4 and RT 3.6.6. I have installed a new server running FC8, but I am having trouble getting RT 3.6.6 running on it. Here are some more details: fc4 httpd version running Apache/2.0.54 fc8 httpd version running Apache/2.2.8 (Unix) The user running httpd on fc4 is apache. I am attempting to start httpd with service httpd start as root on fc8 - just as I do on fc4. Permissions, owner, and group are exactly the same between the two machines starting at /opt/rt3. For example, both servers show this for /opt/rt3/var/mason_data: drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 cache drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 etc drwxr-xr-x 2 apache apache 4096 2008-05-12 10:16 obj However, when starting httpd on fc8, I get the message below. It appears to be permissions related, but the permissions between the two servers starting at /opt/rt3 are exactly the same. I would really appreciate any assistance. This is driving me nuts! Thanks, Shannon Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT login page not coming up (Cacti instead)
I have installed RT 3.6.6 for testing on an old server running FC4. It is setup the same as our live server, as far as I can tell. However, when browsing to the URL or IP of the server, The RT login page does not come up. A Cacti user login page does instead. It looks like Cacti is a package that comes with Fedora. I can't figure out why this is coming up instead of RT. Any suggestions? Thanks, Shannon Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT login page not coming up (Cacti instead)
That was it. Thanks! - Original Message From: Aaron Sallade [EMAIL PROTECTED] To: Shannon Adams [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Sent: Thursday, May 1, 2008 12:16:40 PM Subject: RE: [rt-users] RT login page not coming up (Cacti instead) Check your apache virtual sites settings Aaron Sallade' Application Manager PTSO of Washington Shared Technology for Community Health (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -Original Message- From: Shannon Adams [mailto:[EMAIL PROTECTED] Sent: Thursday, May 01, 2008 9:06 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT login page not coming up (Cacti instead) I have installed RT 3.6.6 for testing on an old server running FC4. It is setup the same as our live server, as far as I can tell. However, when browsing to the URL or IP of the server, The RT login page does not come up. A Cacti user login page does instead. It looks like Cacti is a package that comes with Fedora. I can't figure out why this is coming up instead of RT. Any suggestions? Thanks, Shannon Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query to show tickets containing file attachments
Once in a while, I use rtx-shredder to purge tickets older than a month that are marked as deleted. rtx-shredder --plugin Tickets=limit,5000;status,deleted;updated_before,`date -I -d '1 month ago'` --force We have some very old tickets that contain attachments that I would like to purge. First, I would like to get a list of these to review before actually purging them from the db. Secondly, will someone please provide the syntax for doing this using rtx-shredder? Thanks, Shannon Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query to show tickets containing file attachments
Update on this. I found some old posts and I am trying to use the following command to display tickets by size: mysql -u root -pmypasswd -hlocalhost rt3 -e'select length(A.Content), A.id, T.Ticket fromAttachments A, Transactions T where A.TransactionId = T.id order by 1' it returns: ERROR 1054 (42S22) at line 1: Unknown column 'T.Ticket' in 'field list' I am running RT 3.6.5. Can help would be greatly appreciated! Thanks, Shannon Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query to display tickets over a certain size?
I want to list all tickets in RT over 1 mb in size. Any ideas? Thanks, Shannon Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Monitor disc space on RT/SQL database
I need to know how to monitor available space for my RT database. I am very much a novice regarding SQL db administration. Are there any other areas I should keep my eye on to avoid any future RT db problems? I am running RT on a FC4 box and my installation is in /opt/rt3. Thanks for any help. Shannon Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip custom condition question
Using RT 3.6.3rc4. What I want to do is send a comment to admin cc's, but only
if the comment is not part of a user closing/resolving a ticket. I have an on
resolve script that includes all ticket history including all comments. How
we typically resolve tickets is to use jumbo, then change the status to
resolved, change the update type reply to requesters, then click save
changes. With the scripts I have setup now, the admin cc's get two emails.
One for the comment, and one for the resolve. The problem is obviously my
custom condition on the comment scrip. It looks like the ticket status if not
yet resolved when the scrip fires, thus the comment is sent even though the
user has set the status to resolved. Any comments or suggestions on a way
around this behavior?
Here are the two global admin cc scrips.
Description: On Comment Admin CCs
Condition: On Comment
Action: Notify AdminCcs as Comment
Template: Global template: Admin Comment
Stage: TransactionCreate
Custom Condition:
{ return $self-TransactionObj-Type eq 'comment'
$self-TicketObj-Status ne 'new'
$self-TicketObj-Status ne 'resolved'; }
Description: Notify adminccs on resolve
Condition: On Resolve
Action: Notify AdminCcs as Comment
Template: Global template: Resoolved Admin
Stage: TransactionCreate
Thanks,
Shannon
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[rt-users] Filtering incoming tickets/email
What I want to do is filter and discard any incoming ticket/email with auto-replied (zimbra; vacation) in the message header. Any tips? Thanks, Shannon __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] TransactionBatchStage/Scrip Questions
I sent in a similar query yesterday related to this. I haven't had much luck finding a resolution. Hopefully, I can explain the situation more clearly. Our users close tickets three different ways: 1. Changing the status to resolved with no comments. 2. Changing the status to resolved and keying comments (not sent to requestors). 3. Changing the status to resolved. Go down to the Update ticket section and change the Update type to Reply to requesters. Key in comments and click on the Save Changes button. Methods two and three generate two emails to the admin cc's based on the scripts I have setup. The scripts are On Resolve Notify AdminCcs as Comment with template Resolve with Ticket Content and On Correspond Notify Requesters, Ccs and AdminCcs with template Correspondence. What I want to do is only send one email when the user changes the status to resolved and keys comments or chooses Reply to requestors. However, I don't want to disable the On Correspond since a user may input comments or use reply to requestors without changing the status to resolved. It looks like the TransactionBatchStage feature might be what is needed in my case, but I am not clear on how it works. Any help is greatly appreciated. Shannon __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] MyRT Line 76 error/upgrade error
I restored a 3.4.3 mysql db into 3.6.0. I am
receiving the line 76 error that has already been
reported. When I run the upgrade command:
/opt/rt3/sbin/rt-setup-database --action schema \
--datadir \
/usr/src/build/rt-3.6.0/etc/upgrade/3.5.1
I receive the following error:
DBI connect('dbname=rt3;host=localhost','',...)
failed: Access denied for user
root'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line
169
Use of uninitialized value in concatenation (.) or
string at /opt/rt3/sbin/rt-se
tup-database line 169.
Failed to connect to dbi:mysql:;host=localhost as :
Access denied for user 'root
'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line 169.
Any suggestions on how to get around this error?
Thanks,
Shannon
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[rt-users] Test::Expect 0.30...MISSING
Trying to resolve 3.6.1 dependencies on Fedora Core 4. I am down to this one. I cannot seem to find it with yum or cpan. I can only find an rpm for fc5. Has anyone had luck with this one on FC4? Thanks, Shannon __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Clearing RT3 and restoring
I have RT 3.6.0 configured and running on a test server. In trying to restore my live RT 3.4.3 database backup into 3.6.0, I get the following error: ERROR 1153 (08S01) at line 80: Got a packet bigger than 'max_allowed_packet' bytes I changed my my.cnf to include: [mysqld] max_allowed_packet=16M I have much less available disk space now that the first attempt at restoring aborted. How do I clear the rt3 database to free up some space so that I can restart the restore? Also is 16M the recommended size for max_allowed_packet? Thanks, Shannon __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Display ticket contents without requiring login
The following link logs me in automatically in our RT environment: http://rt.ourcorp.com/?user=guestpass=guest However, I want to to provide a link that will log in as guest and view a specific ticket number in one link. The following link will show the ticket contents, but the user has to login: http://rt.ourcorp.com/Ticket/Display.html?id=477 Is there a way to combine the two links so that by clicking on it, the user is automatically logged in as guest and the ticket contents appear? Thanks, Shannon Adams __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] GD dependency on RT 3.6.0
I'm trying to install RT 3.6.0 on FC5. I have all the dependencies installed except GD. GD ...MISSING GD::Graph ...MISSING GD::Text ...MISSING I've tried: perl -MCPAN -e shell install (and force) GD I get: /usr/bin/ld: cannot find -lfontconfig collect2: ld returned 1 exit status make: *** [blib/arch/auto/GD/GD.so] Error 1 /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Failed during this command: LDS/GD-2.34.tar.gz : make NO Can someone lead me through loading this dependency manually? Thanks, Shannon __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
