[rt-users] Permissions for Queue Admins
Hi, Our RT installation has recently had a large influx of new queues and groups, and I'd like to delegate some of the day-to-day maintenance of things to certain people within those groups so that I'm not doing data entry for everyone. For each logical group of folks, I've created an "Admins" group, for example: "Engineering RT Admins", "Humanities RT Admins" and so on. In global rights, I've given that group access to "Show Admin Menu", "View Scrips" and "View Scrip Templates" and "Allow writing Perl code in templates, scrips, etc". For each engineering queue, I've given that group full control - all boxes are checked in the queue configuration under "group rights" for that queue, primarily so they can modify their scrips and templates. For each engineering group, I've given that group full control as well, so that they can add and remove members as needed. My question has a few parts: 1. Are there any other "global" rights that I should be assigning these folks? Are there any dangers/pitfalls to consider in this kind of configuration? 2. Is there any way to trim down the "Admin" menu so that it only shows things that the person has access to? 3. On the admin pages that list groups and queues, the system paginates as though the user can see all 100 or so queues and groups, but they have to go to page 3 to get see their queues/groups; pages 1 and 2 show up in the pager, but have no content, as the users don't have access to queues/groups displayed on those pages. Can this be cleaned up so that the system only paginates for the queues and groups that the user has access to? 4. Is it possible to give someone the ability to edit a queue's scrips and templates without also allowing them to edit everything else about the queue? Changing queue names breaks our sendmail configuration, so I'd like to prevent them from doing that if at all possible. 5. Is there anything else I should be tracking while delegating this sort of access to other folks? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] Sending E-Mail From Within Custom Scrips
Our university has an "official" ticketing system, and one of our support groups wants to use RT instead. To make this happen, we're configuring the "official" ticketing system to send e-mail to an RT queue. We've written a custom "on create" scrip in that queue that modifies the ticket when it comes in to set the "Requester" correctly (e-mail from the other system comes from a fixed address, not from the client's address; we parse the contents of the e-mail to ascertain the client's e-mail address directly). We'd like our custom scrip to also send an e-mail to the other system to close that ticket. What's the canonical way to send e-mail from RT to an external address without adding correspondence to the RT ticket itself? I found some documentation about how to add a transaction to the ticket from within the scrip, which generates an e-mail, but that's not really what I want to do here. I'd rather send a basic plain-text e-mail from within the scrip. Is that possible? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Changing Text on RT Login Page
Hi, We just moved a bunch of users to an RT instance that uses LDAP authentication, as opposed to RT-specific passwords. Some of our users don't read our announcement e-mails (imagine that...) and are trying to log in using their old RT-specific password, which is causing them to send e-mails asking why they can't log in. What's the "official" way to modify the login page's HTML to include some information about using their LDAP password? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A - 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] Moving Tickets in Bulk
>> update Tickets set queue = 1234 where queue = 4321 > That is how I have done it to avoid the notification flurry. Thanks, I'm going to go with that for now. :) -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A - 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] Moving Tickets in Bulk
We just finished importing around 50,000 tickets from one RT instance into another instance with its own large collection of tickets. The rt-importer script put them into new queues (which we expected) rather than the ones we had already created in the destination system for the cut-over. I went in to start moving tickets from the imported queues into the correct ones, and noticed that it's kinda slow, and it's sending notification e-mails (via scrips) for each move. What's the safest way to move tickets from one queue to another in bulk without sending notification e-mails? Is it safe to just do: update Tickets set queue = 1234 where queue = 4321 in Postgres? I don't care so much if the ticket's transaction history doesn't show the move. -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A - 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] Problems with RT::ExternalAuth::LDAP After Upgrading to 4.4
> Which specific version of RT are you upgrading to? If you're upgrading > to 4.4.0, you'll need to be aware that a new config setting is required, > which doesn't appear in your config: > > Set($ExternalAuth, 1); > > In RT 4.4.1 we've removed the requirement to set this config. I am upgrading to 4.4.0 right now. Is it me, or is that configuration requirement missing from the documentation page? https://docs.bestpractical.com/rt/4.4.0/RT/Authen/ExternalAuth.html -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A - 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] Problems with RT::ExternalAuth::LDAP After Upgrading to 4.4
Hi,
I'm trying to upgrade my RT instance from 4.2 to 4.4. I use
RT::ExternalAuth::LDAP to authenticate users from my OpenLDAP server.
This configuration has been working perfectly in RT 4.2 (and earlier
versions) for years. After upgrading to RT 4.4, I am not able to log
in to RT at all. My RT_SiteConfig.pm and rt-log.txt files are
attached.
The interesting thing to note is that the log file says *nothing*
about attempting to connect to any LDAP servers, and a tcpdump shows
no traffic from the RT server to the LDAP server, so I'm pretty sure
something is broken in my configuration file, but after staring at it
for hours and comparing it to the RT documentation, I can't find what
I'm doing wrong or what's changed between RT 4.2 and RT 4.4.
I am positive that the configuration file attached is the one being
used, because if I change the OwnerEmail setting, the login screen
shows the new value.
Any help at all is greatly appreciated. Thanks!
--
Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
[87694] [Wed Sep 7 16:08:52 2016] [debug]: Using lynx for HTML -> text
conversion (/usr/local/lib/perl5/site_perl/RT/Interface/Email.pm:1490)
[87694] [Wed Sep 7 16:08:52 2016] [error]: FAILED LOGIN for tjg from x.x.x.x
(/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:826)
Trace begun at /usr/local/lib/perl5/site_perl/RT.pm line 304
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x807762180)', 'FAILED LOGIN for
tjg from x.x.x.x') called at /usr/local/lib/perl5/site_perl/RT/Interface/Web.pm
line 826
RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x80fdfc168)') called
at /usr/local/share/rt44/html/NoAuth/Login.html line 49
HTML::Mason::Commands::__ANON__('pass', 'pa$$w0rd', 'next',
'90639347336f150cb529fe5c5b4ee3ff', 'user', 'tjg') called at
/usr/local/lib/perl5/site_perl/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x80ff1f8a0)',
'pass', 'pa$$w0rd', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'user', 'tjg')
called at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1302
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'pa$$w0rd', 'next',
'90639347336f150cb529fe5c5b4ee3ff', 'user', 'tjg') called at
/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm line 605
RT::Interface::Web::MaybeShowNoAuthPage('HASH(0x80ff29180)') called at
/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm line 316
RT::Interface::Web::HandleRequest('HASH(0x80ff29180)') called at
/usr/local/share/rt44/html/autohandler line 53
HTML::Mason::Commands::__ANON__('user', 'tjg', 'next',
'90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at
/usr/local/lib/perl5/site_perl/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x80fdd9d08)',
'user', 'tjg', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd')
called at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1300
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, 'user', 'tjg', 'next',
'90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at
/usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 481
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 481
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 433
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x80fede7c8)')
called at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 96
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 96
HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x80fede7c8)')
called at /usr/local/lib/perl5/site_perl/HTML/Mason/Interp.pm line 342
HTML::Mason::Interp::exec(undef, undef, 'user', 'tjg', 'next',
'90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at
/usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 59
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 59
HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x808c10600)',
'HASH(0x80ff19c60)', 'HASH(0x80f3aa5d0)') called at
/usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler/Streamy.pm line 52
HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x80ffe5a98)') called at
/usr/local/lib/perl5/site_perl/Plack/Util.pm line 339
Plack::Util::__ANON__('CODE(0x8064f9480)') called at
/usr/local/lib/perl5/site_perl/Plack/Handler/Apache2.pm line 89
Plack::Handler::Apache2::call_app('Plack::Handler::Apache2',
'Apache2::RequestRec=SCALAR(0x8029e4be8)', 'CODE(0x80fe850f0)') called at
/usr/local/lib/perl5/site_perl/Plack/Handler/Apache2.pm line 126
Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x8029e4be8)')
called at -e line 0
eval {...} at -e line 0
use utf8;
Set($rtname, 'RTDEV');
Set($DatabaseHost, 'localh
Re: [rt-users] RT Not Sending Autoreply E-Mails On Ticket Creation Via E-Mail
> The screen shot of your scrips shows, that you only user the Notify* > actions and don't have a script which uses the "Autoreply To Requestors" > action. > > The "On Create Autoreply To Requestors" scrip [1], which is created on > RT installation, is missing. Ahh, that did it. I changed the autoreply scrip to use the "Autoreply to Requestors" action, and now it seems to be working. Thanks for the pointer! -- Tim Gustafson Technical Lead, Baskin School of Engineering t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] RT Not Sending Autoreply E-Mails On Ticket Creation Via E-Mail
> Set the log level to debug, and compare the output of creating a ticket in > the UI and via email. Heres the config I use: Here's what I see: Committing scrip #5 on txn #28447 of ticket #1938 (/usr/local/lib/perl5/site_perl/RT/Scrips.pm:290) Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x81294e168), id 28447 (/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:624) Working on mailfield To; recipients are (/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:640) So that last line is the one that's odd; the "recipients are" part seems to suggest that there should be a recipient listed there, but it's not. Here's the same section for a ticket created via the web: Committing scrip #5 on txn #28453 of ticket #1939 (/usr/local/lib/perl5/site_perl/RT/Scrips.pm:290) Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x813452d68), id 28453 (/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:624) Working on mailfield To; recipients are t...@ucsc.edu (/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:640) I think the problem is that NotifyActor is set to 0; when I changed it to 1, the e-mail originator got their autoreply. But it seems to me that an autoreply should go out, even if NotifyActor is set to 0. Did something change around that option recently? -- Tim Gustafson Technical Lead, Baskin School of Engineering t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] RT Not Sending Autoreply E-Mails On Ticket Creation Via E-Mail
I have an RT 4.2.11 instance that is not sending autoreply messages when tickets are created via e-mail. If you create a ticket on behalf of a user through the web form, an autoreply is sent. It's only when a ticket is created via e-mail that an autoreply is not sent. The Sendmail log file shows no attempt to send an autoreply, and no outbound e-mail is recorded in the ticket's transaction history. My global scrips screen is attached. There are no queue-specific scrips. What would cause RT to not send autoreplys to requestors when tickets are created via e-mail? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] Create Queue / Create Group Access
What is the best practice way to give non-superusers access to create groups and queues, and then manage the groups and queues they create, but not groups and queues that were created by other users? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] Still Can't Figured Out DateTimeFormat
Hi,
I'm still struggling with setting a custom date/time format in RT 4.2.
I've tried man different variants of the following to no avail:
Set(
$DateTimeFormat,
{
Format = LocalizedDateTime,
DateFormat = MM/dd/,
TimeFormat = hh:mm a
}
);
I read the documentation on this option at:
http://www.bestpractical.com/docs/rt/4.2/RT/Date.html#LocalizedDateTime
And based on that documentation, I feel like this ought to work, but
it does not. Specifically, the documentation reads:
--
LocalizedDateTime
Returns date and time as string, with user localization.
Supports arguments: DateFormat and TimeFormat which may contains date
and time format as specified in DateTime::Locale (default to
date_format_full and time_format_medium), AbbrDayand AbbrMonth which
may be set to 0 if you want full Day/Month names instead of
abbreviated ones.
--
However, when I set this option in my RT_SiteConfig.pm, the system
defaults back to the default date/time format.
I feel as though this ought to be an easy thing to change, and yet
none of the documentation describes how to do it. I have asked this
question before and never received a satisfactory answer. I recall
that at one point someone was suggesting I create a custom Perl module
and install it into RT for this purpose, but I'm having trouble
accepting that a simple change such as this requires custom coding
(however simple) rather than modifying a configuration option. You
don't need a custom module to set the time zone, so why should you
need one to set the date/time format?
Is there really no simple configuration option that I can set to
format the date and time in an arbitrary way?
--
Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
--
RT Training - Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] rt-serializer and rt-importer
And one last follow-up about this: here are my import statistics. The importer used up to about 800MB of RAM, so better than the serializer, but still pretty high. Also, 108 hours seems like a long time to import records that took only 4 hours to export, and this is on a pretty high-end MySQL server. Is there any way to speed things up a bit? Elapsed time: 108hr 36min Estimated left: 1min 39s == Import of soe.ucsc.edu == Total object counts: 1002724 RT::Transaction 665796 RT::Attachment 257742 RT::Group 182469 RT::GroupMember 62315 RT::Ticket 8996 RT::Attribute 8316 RT::User 4324 RT::Link 988 RT::ObjectCustomFieldValue 312 RT::CustomFieldValue 37 RT::Queue 30 RT::ObjectCustomField 30 RT::CustomField -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] rt-serializer and rt-importer
I wanted to follow up with this and let you know that I was able to get rt-serializer to finally complete by moving the installation to a machine with considerably more RAM (12GB instead of 2GB). The serializer process maxed out at about 6.3GB of RAM while serializing an 8GB database. This is using RT 4.2.2 on FreeBSD 9.2 with Perl 5.16.3. The serializer reported the following statistics when it finished: Total object counts: 1002902 RT::Transaction 665796 RT::Attachment 257818 RT::Group 182643 RT::GroupMember 62315 RT::Ticket 9027 RT::Attribute 8382 RT::User 4324 RT::Link 988 RT::ObjectCustomFieldValue 312 RT::CustomFieldValue 38 RT::Queue 30 RT::ObjectCustomField 30 RT::CustomField I'm going to try running the importer next, but I suspect that uses a lot less RAM. -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] MySQL Naitive Full-Text Indexing
Hi, According to the RT 4.2 docs, MySQL does not support native full-text indexing: http://www.bestpractical.com/docs/rt/4.2/full_text_indexing.html#MYSQL According to the MySQL docs, there is support for full-text indexing for both MYISAM and InnoDB tables as of MySQL 5.6: http://dev.mysql.com/doc/refman/5.6/en/fulltext-search.html MySQL 5.6 was released initially in 2011, and fully in February of 2013, just over a year ago. I think it's safe to say that it's stable at this point. Has there been any development towards using the build-in MySQL full-text indexing for RT? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] MySQL Naitive Full-Text Indexing
From what I can see there, the native full-text indexing still doesn't support BLOBs, which is a key blocker as Tom has mentioned: Bummer; I forgot that the Attachments table used BLOB columns. :\ Thanks for reminding me though! :) -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] rt-serializer and rt-importer
The docs cover this pretty well: http://bestpractical.com/docs/rt/latest/rt-serializer.html#no-users Well, the docs say: By default, all privileged users are serialized; passing --no-users limits it to only those users which are strictly necessary. But it does not tell you what strictly necessary means. The documentation specifically calls out privileged users here, but if I'm not interested in maintaining user privileges from the system that I'm exporting from, then does using this parameter mean that those users will be imported only as ticket members, or will privileged users be re-created in the new system as privileged? Or is this a flag to say normally, privileged users are copied even if they're not associated with a ticket, but with this flag they're not copied unless they are associated with a ticket? So, to put my question another way, what's the proper combination of command-line arguments to copy over *only* queues and tickets, and to *not* copy any groups or ACLs? My best guess is: rt-serializer --no-users --no-groups --no-deleted Also, I was running this command against my production data, which has about 80,000 tickets in it, and it consumed obscene amounts of RAM. The rt-serializer hit about 1.3GB of RAM before the machine ran out of swap, even with a log --gc value and a smaller --page value. I even tried a --gc of -1 and that didn't seem to matter either. The whole database for this installation is a bit shy of 10GB, so I'm wondering if I need to run this on a machine with at least that much RAM? And oddly, the dump folder only contained two 32MB +/- files in it when the process crashed, which is causing me some concern. Does that imply that it used 1.3GB of RAM to export 64MB of data? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] rt-serializer and rt-importer
I'm not sure why you think that an RT with only ticket / queue data is useful. You lose all the requestors and owners and ccs/adminccs associated with tickets, which would tend to make the history kind of useless. Sorry, I guess I'm not being clear. That's exactly what I'm talking about: I want to copy over requestors, owners, CCs and so on, but not privileged access or group information. --no-users will only export users that it encounters while crawling other objects, rather than defaulting to serializing all privileged users and then serializing unprivileged users as needed. That was the answer I was looking for, and I think it would be helpful to add it to the documentation. You don't specify an RT version. 4.2.2 and 4.2.3 both contain fixes for memory usage. 4.2.2 -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] rt-serializer and rt-importer
I'm thrilled to see an export/import mechanism for RT now - thanks! I have three RT instances that I will be merging together using these tools. I have a few questions though: 1. I see some options in rt-serializer to skip users and groups. Does this mean that any users who are attached to tickets, either as a requester, owner, CC or whatever won't be imported during rt-importer? Or will they be created on the fly during rt-importer? Or does this only refer to privileged users and ACL groups? My plan is to re-build the privileged users and ACL groups by hand as we don't have that many of them and the target system uses a different LDAP server via ExternalAuth, so I need to look up the equivalent user names on the new system manually. So, if I don't need to worry about those privileged users and ACL groups, does that mean I can use those options? 2. I see an option in rt-importer to save the old ticket organization and ID into a custom field. Will this field be used to look up new e-mails that come in to the system via SMTP? Or if someone replies to an existing ticket e-mail they've received from the original RT system, will that create a new ticket in the new system which will have to be manually merged with the old ticket? Is there anything else I should be considering when merging two RT installations together? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] RT 4.2 Segfaults on FreeBSD 9.2
I've upgraded from RT 4.0.16 to 4.2 on a FreeBSD 9.2 system. I'm using Perl 5.16.3. When I try to start Apache, it segfaults with the following information in /var/log/httpd-error.log: [Tue Dec 17 11:42:38 2013] [error] [client 128.114.49.22] Can't locate RT/Action/SendEmail.pm in @INC (you may need to install the RT::Action::SendEmail module) (@INC contains: /usr/local/share/rt40/lib /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN /usr/local/lib/perl5/site_perl/5.18/mach /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local) at /usr/local/lib/perl5/site_perl/5.18/RT/Interface/Web/Handler.pm line 181.\n [Tue Dec 17 11:42:38 2013] [error] [client 128.114.49.22] Can't locate RT/Action/SendEmail.pm in @INC (you may need to install the RT::Action::SendEmail module) (@INC contains: /usr/local/share/rt40/lib /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN /usr/local/lib/perl5/site_perl/5.18/mach /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local) at /usr/local/lib/perl5/site_perl/5.18/RT/Interface/Web/Handler.pm line 181.\n [Wed Dec 18 13:26:02 2013] [error] [client 128.114.49.22] Can't locate URI/_foreign.pm in @INC (you may need to install the URI::_foreign module) (@INC contains: /usr/local/share/rt40/lib /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN /usr/local/lib/perl5/site_perl/5.18/mach /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local) at /usr/local/lib/perl5/site_perl/5.18/URI.pm line 60.\n [Wed Dec 18 13:26:02 2013] [error] [client 128.114.49.22] Can't locate URI/_foreign.pm in @INC (you may need to install the URI::_foreign module) (@INC contains: /usr/local/share/rt40/lib /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN /usr/local/lib/perl5/site_perl/5.18/mach /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local) at /usr/local/lib/perl5/site_perl/5.18/URI.pm line 60.\n I've confirmed that those files do exist for Perl 5.16: r...@rt-dev.soe.ucsc.edu: locate RT/Action/SendEmail.pm /usr/local/lib/perl5/site_perl/5.16/RT/Action/SendEmail.pm r...@rt-dev.soe.ucsc.edu: locate RT/Action/SendEmail.pm /usr/local/lib/perl5/site_perl/5.16/RT/Action/SendEmail.pm r...@rt-dev.soe.ucsc.edu: locate URI/_foreign.pm /usr/local/lib/perl5/site_perl/5.16/URI/_foreign.pm r...@rt-dev.soe.ucsc.edu: locate URI/_foreign.pm /usr/local/lib/perl5/site_perl/5.16/URI/_foreign.pm Why is RT looking for them in a non-existant 5.18 folder? Should I just create a symlink for now to get past this? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Can you show what’s in /etc/make.conf? WRKDIRPREFIX=/var/ports DISTDIR=/var/ports/distfiles PACKAGES=/var/ports/packages Perl 5.16 should be the default. http://svnweb.freebsd.org/ports/head/Mk/bsd.default-versions.mk?view=log Where did your modules come from? I installed everything from FreeBSD's /usr/ports -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
So, it’s a jail. Yes, sorry, I forgot to mention that. Did you actually install perl? Of course, it's a dependency of RT: r...@rt-dev.soe.ucsc.edu: pkg_info |grep ^perl perl5-5.16.3_4 Practical Extraction and Report Language But it’s OK, if reproducibility is not an issue. For what it's worth, I originally tried to do this as an upgrade from 4.0.16 to 4.2, but that failed with this same error, so I uninstalled Perl, and all its dependencies, removed everything from /var/db/ports/ to make sure that all the default options were used while building, and then re-installed 4.2. If it helps, I can kill the whole jail and install a totally clean one and then try again. -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2
Something thinks you have perl 5.18. Is the perl outside the jail also 5.16? I believe its 5.16, but what difference should that make? The jail has no access to view any aspect of the root system. -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] Date/Time Output Format
Hi, How does one add an additional option to the drop-down for Date format under the Locale fieldset on individual user's Settings pages? I'd like to add mm/dd/ hh:ii A as an option - my users don't need/want seconds to be displayed there, but would like am/pm to show. I looked at $DateTimeFormat but I don't see how that would enable me to let users still have the option of other formats. All I want to do is add a new option, not take away the old ones. -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] Cross-Site Forgery Warning from Gmail
Hi, When I click on an RT link from Gmail, I'm getting: RT has detected a possible cross-site request forgery for this request, because your browser did not supply a Referrer header. I already have: Set( @ReferrerWhitelist, qw(*.google.com:443) ); But, as the error message states: the warning is being reported because of the lack of a Referrer header. Can this be fixed for links that come from Gmail? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] Searching Ticket Bodies
Is there any way to search the bodies of tickets, replies and comments? In the advanced search editor I don't see those columns listed in any of the search parameters. -- Tim Gustafson t...@soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] Users Can't Edit Dashboard Widgets
When my users click the Edit link at the top-right of their RT home page widgets, and then change their options, and click Save, they see: No permission to set preferences But I can't find a permission that seems to map to this action. What permission do users need to have in order to customize their RT home page? -- Tim Gustafson t...@soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] Searching Ticket Bodies
http://bestpractical.com/rt/docs/latest/RT_Config.html#FullTextSearch http://bestpractical.com/rt/docs/latest/full_text_indexing.html These are also shipped with RT itself as doc in etc/RT_Config.pm and docs/full_text_indexing.pod. Hrmm, I remember now. That documentation states: MySQL does not support full-text indexing natively. Which is untrue. MySQL does indeed have full-text indexing, and the most recent version has full-text indexing with InnoDB tables. Is there any hope for taking advantage of the FTS built-in to MySQL? My MySQL server does a *lot* more than just RT, and re-compiling the whole thing with an add-on that gets used by exactly one database (out of, let's say, 400 databases) seems sub-optimal. -- Tim Gustafson t...@soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] Merging RT Installations
There isn't currently a released tool for this. We've been working on something and testing it out with a few clients and expect that it will ship with 4.2. If you need this prior to the public release, I can point you at the right people to figure it out. What's the planned release date for 4.2? I think I can hold off importing the old data for a few months, but probably not more than 3 months. -- Tim Gustafson t...@soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A We're hiring! http://bestpractical.com/jobs
[rt-users] Merging RT Installations
Hi, We have a handful of RT installations on campus, and we'd like to merge them together, and we'd like to retain ticket history. That means that we need a way to import tickets from one system to another, keeping in mind that there may be duplicate ticket numbers involved. We're OK with ticket numbers changing - that's unfortunate, but unavoidable. Is there any tool that allows us to import all the tickets (and comments, attachments, queues, groups, users, etc) from one RT system to another? -- Tim Gustafson t...@soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A We're hiring! http://bestpractical.com/jobs
[rt-users] Reporting SPAM From Within RT
Hi, One problem that I have fairly regularly is that SPAM makes its way into my RT tickets. I run SpamAssassin on my RT box, so I was thinking that it should be easy-ish to connect RT to SpamAssassin's Bayesian learner to help weed these messages out in the future. I came across RT::Extension::ReportSpam but it seems that it is written for 3.6. Does anyone have that module working in 4.x? Does it integrate with SpamAssassin, or does it handle SPAM some otherway? If that module does not work with SpamAssassin, how hard would it be to connect RT to SpamAssassin? -- Tim Gustafson t...@soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] Marking a Ticket as Read
there's an option you have to enable in RT_SiteConfig Set($ShowUnreadMessageNotifications, 1); Awesome. Thanks! -- Tim Gustafson t...@soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] Importing Tickets and Comments
Hi, I have an old other ticketing system that I'd like to import data from into RT. I've read this Wiki page: http://requesttracker.wikia.com/wiki/ManualApprovals and I've also read this man page: perldoc RT::Action::CreateTickets And I get how to import the main ticket itself...but how can I import ticket comments? The old system has 10 years worth of comments that I'd like to also get into RT. Is there a way to do this without hacking the database? -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Tim Gustafsont...@soe.ucsc.edu Baskin School of Engineering 831-459-5354 UC Santa Cruz Baskin Engineering 317B -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Sending Reminder E-Mails
Hi, I've been perusing through a Google search about having RT send reminder e-mails and I've found some things that are rather dated and none of them seem to exactly achieve what I want, so I thought I'd check with the list to see if there is anything I'm not finding. What I'd like to do is send one reminder e-mail per day to each user about tickets that are unowned but that exist in queues that they have access to. So, each user should get one e-mail each day that lists all the unowned tickets that are in queues that they have access to take. Does such a beast exist? -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Tim Gustafsont...@soe.ucsc.edu Baskin School of Engineering 831-459-5354 UC Santa Cruz Baskin Engineering 317B -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Question about Scripts
Hi, I have an RT installation that is quite old now, and has been handed down to me by a person who is no longer with us. The configuration has been modified and modified over the years and I'm not sure how closely it resembles the out of the box configuration anymore. I've been getting some complaints from users about not getting notified in certain circumstances, so I was trying to make sure that I have all the right scrips set up, and I was wondering if the list would care to comment on what I've got set up right now. I'm attaching a little text file that has the list of all the scrips I'm using right now. Is the list I've attached reasonable? Am I missing anything obvious? Should any of these go away? Thanks! Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-535401 - Notify Requestors of New TicketTransactionCreate On Create Autoreply To Requestors Autoreply 02 - Notify Admins of New TicketTransactionCreate On Create Notify AdminCcs Transaction 03 - Notify Requestors of CorrespondenceTransactionCreate On Correspond Notify Requestors and Ccs Correspondence 04 - Notify Admins of CorrespondenceTransactionCreate On Correspond Notify AdminCcs Transaction 05 - Notify Others of CorrespondenceTransactionCreate On Correspond Notify Other Recipients Correspondence 06 - Notify Admins of Comment TransactionCreate On Comment Notify AdminCcs Transaction 07 - Notify Others of Comment TransactionCreate On Comment Notify Other Recipients Correspondence 08 - Notify Requestors of ResolutionTransactionCreate On Resolve Notify Requestors and Ccs Resolved 09 - Notify Admins of ResolutionTransactionCreate On Resolve Notify AdminCcs Transaction 10 - Re-Open Ticket on Correspondence TransactionCreate On Correspond Open Tickets
[rt-users] Ticket Data Seems Broken
I have a ticket in my system that when you view the Basics screen, you don't see all the History. Instead, you get about 4-5 rows of history, and then you see: Can't call method Name on an undefined value at /usr/local/lib/perl5/site_perl/5.8.9/RT/Transaction_Overlay.pm line 700. I'm assuming that it means that it can't find the Principal information for a particular Transaction on the ticket, but I'm not sure. Is there any way I can check the database for consistency, or somehow get past this error? Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Ticket Data Seems Broken
If you are on RT 3.8.3 and newer then you can use rt-validator to check consistency of the DB. This mostly worked. It ran and fixed enough stuff to make this particular ticket display properly, but then reported: DBD::mysql::st execute failed: The SELECT would examine more than MAX_JOIN_SIZE rows; check your WHERE and use SET SQL_BIG_SELECTS=1 or SET SQL_MAX_JOIN_SIZE=# if the SELECT is okay at /usr/local/sbin/rt-validator line 1058, STDIN line 6. So, I have to fiddle some mySQL paramateres, apparently, and then try again. But at least this record is fixed now. Thanks! Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] E-Mail to Queue Doesn't Generate Outbound Notifications
Hi, I have a web form that is sending an e-mail directly to an RT Queue address. Tickets are being created based on those e-mails, but no messages are being sent out to the queue watchers when the new ticket is created. There is nothing in the ticket history that says any attempt to send out any e-mail was made. Is there some option I have to set to cause the queue to send out an Here's your RT tracking number e-mail for this queue? Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] E-Mail to Queue Doesn't Generate Outbound Notifications
Yep. Do you have notification scrips set up for your watchers (AdminCc, Cc) in that Queue and are those scrips enabled? I do now. :) The problem was, generally, that I inherited this system from someone who abruptly disappeared and didn't leave any documentation. He had each queue set up with its own list of (sometimes odd) scrips. I have changed the system so that all my queues now use only the global scrips, and I now have global scrips that do all the proper notifications. Thanks! Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Adding Custom Text To New Ticket Screen
We use RT for everything -but- IT-related requests, because we have a campus-wide IT request system that our users are required to use. However, we still have people that put IT-related tickets into RT, and then those never get answered because the IT people don't use RT. Is there any way to add some custom text to the New Ticket screen that would instruct users to use the other system for IT-related tickets? Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Trouble Adding Users
Your logs point squarely at RT::Authen::ExternalAuth, not RT. I bet you've not looked at this config option: # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($AutoCreateNonExternalUsers, 0); The default setting of 0 prevents users from being created if they don't exist in LDAP Actually, I did look at that option, but the name confused me. But yes, that did it. Thanks a million! Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Trouble Adding Users
I'm trying to add a user to RT and it's failing with the following errors in the log file. These errors happen whether the user is added through the admin interface, or by adding them as a watcher to a new ticket. This is on RT 3.8.4 on FreeBSD 7.2. I tried adding users with a different name/e-mail, which also failed. And the user doesn't already exist - if you search for the user, including disabled users, they do not appear. == RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: f...@bar.com, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: foo, NickName: , Organization: , PagerPhone: , Privileged: , RealName: Foo Bar, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth /lib/RT/Authen/ExternalAuth.pm:536) RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: f...@bar.com, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: , Name: foo, NickName: , Organization: , PagerPhone: , Privileged: , RealName: Foo Bar, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth /lib/RT/Authen/ExternalAuth.pm:536) RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated when added as a watcher, Disabled: 0, EmailAddress: f...@bar.com, Name: foo, Privileged: 0, RealName: foo (/usr/local/share/rt38/plugins/RT-Authen-ExternalAuth/lib/RT /Authen/ExternalAuth.pm:536) RT: Failed to create user f...@bar.com: Could not set user info (/usr/local/lib/perl5/site_perl/5.8.9/RT/User_Overlay.pm:511 ) RT: Could not load create a user with the email address 'f...@bar.com' to add as a watcher for ticket 40291 (/usr/local/lib/perl5/site_perl/5.8.9/RT/Ticket_Overlay.pm: 1113) == Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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-shredder / Ignore Privileged Users
You're right, see your pain. I think member_of option in the Users plugin can help with this issue. Try attached patch, documentation included. Awesome, that patch seems to work splendidly! Thanks! Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] rt-shredder / Ignore Privileged Users
Is there any way to have rt-shredder delete users that aren't associated with any tickets -and- aren't privileged? Some of my privileged users might not be associated with a ticket at any given time, but I still don't want them deleted. Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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-shredder / Ignore Privileged Users
There is no such option at this moment except extending Users plugin of the shredder. Is there a suggestion box for new features? This seems like a pretty glaring oversight. Surely mine can't be the only organization with privileged users who aren't always attached to tickets. I have about 30 privileged users, and maybe 500 other unprivileged actual users that have requests in the system, and a total of 4,130 records in my Users table. Probably 3,000 of them are users that were auto-created when RT received SPAM. We're auto-deleting tickets after 5 years of inactivity, but it seems that in the current implementation, auto-created SPAM users can never be automatically deleted. Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Can't call method Content on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
Hi, I just did a fresh install of RT 3.8.4 on a clean FreeBSD 7.2 box with Apache 2.0.63 and mod_perl2-2.0.4_2,3. I imported the database from an older installation, and then did the database migration scripts, which all completed without a problem. I had to convert the tables to InnoDB manually - I guess the previous webmaster liked myISAM better. Everything seems to be working with one glaring problem: After logging in, on the screen where there should be the top 10 unowned tickets and all that jazz is completely blank, and when I go into Configuration, RT at a Glance, I get this error: Can't call method Content on an undefined value at /usr/local/share/rt38/html/Admin/Global/MyRT.html line 105 The HTTP error log only includes: Tue Jul 14 16:34:34 2009] [crit]: Apache2::RequestIO::rflush: (54) Connection reset by peer at /usr/local/lib/perl5/site_perl/5.8.9/HTML/Mason/ApacheHandler.pm line 1020 (/usr/local/bin/webmux.pl:165) The other functions seem to be working - I can create a ticket and search for tickets, and I can make changes to existing tickets. Any ideas on how to fix this? Thanks! Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Can't call method Content on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
broken attributes table? The table itself is fine, and it has lots of data in it - 363 rows in all. How can I tell if there's something wrong with the table data? Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Can't call method Content on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
Has anyone got any other suggestions or clues about my broken RT at a Glance page? Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Can't call method Content on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
Look for an Attribute named HomepageSettings and find out why it isn't loading Thanks, I think that's what I'm missing. I don't have that row in my attributes table. I looked in the initial load script and it seems that the data gets somehow bae64-encoded in that database. Can anyone provide the base64 data for a Default installation for me? Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Can't call method Content on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
It sounds like you didn't run all the database upgrade scripts, so I'd start there and figure out what else was missed. You know... When I did the test upgrade from my production box to a dev box, I did all the schema upgrades, and I even included them in my upgrade notes file. And I distinctly remember this morning when I started this whole thing seeing them in my notes, and then skipping right over them and selecting the next step... :( Thanks - it's working now that I've applied the schema updates. Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] RT 3.8.4 on FreeBSD 7.3: LDAP_SYNC_INFO Missing
Hi, I'm trying to get RT up and running on a fresh new FreeBSD 7.3 VM. I've installed the FreeBSD RT ports, including rt-3.8.4 and p5-RT-Authen-ExternalAuth-0.08_1. I'm configured for LDAP integration and I can get to the home page, but when I go to log in, I get these in my error log: -- Apache2::RequestIO::rflush: (53) Software caused connection abort at /usr/local/lib/perl5/site_perl/5.8.9/HTML/Mason/ApacheHandler.pm line 1020 (/usr/local/bin/webmux.pl:165) LDAP_SYNC_INFO is not exported by the Net::LDAP::Constant module at /usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP/Intermediate.pm line 10 (/usr/local/lib/perl5/5.8.9/Carp.pm:46) -- After I get that error message, if I do a ctrl-reload in Firefox to re-post my login request to the server, it does let me in. So, it seems that the missing LDAP_SYNC_INFO either comes and goes, or is not needed for every request. In addition to the trace back that comes up in my browser when I get the two errors listed above, I also occasionally get this error in my browser, accompanied by another LDAP_SYNC_INFO is not exported in the server log: -- Can't locate object method new via package Net::LDAP::Search at /usr/local/lib/perl5/site_perl/5.8.9/Net/LDAP.pm line 257. -- I found one thread on Google that talks about this problem from February, but that thread did not offer a conclusion. I also used Google to search the RT archives for LDAP_SYNC_INFO but came up empty-handed. I did a cvsup of my ports tree and re-installed (via portupgrade) RT and the ExternalAuth module just to be sure I didn't his a transient bug, but I'm still getting those errors. Can anyone shed some light on this bug for me? Tim Gustafson BSOE Webmaster UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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 3.8.4 on FreeBSD 7.3: LDAP_SYNC_INFO Missing
Can I borrow your time machine? NO! It's MINE! It's a bug in Net::LDAP -- has been reported to the Perl package maintainer, and he came up with a fix which he said would be part of the next release. However, that release hasn't happened yet. In the mean time, try replacing /usr/local/lib/perl5/site_perl/5.10.0/Net/LDAP/Constant.pm with the attached version. (or 5.8.9 if that's the version of perl you're using) Awesome, that seems to have done the trick. Thanks! Tim Gustafson BSOE Webmaster UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] How To Change RT at a Glance Screen in 3.4.5?
Hello, I was wondering: how would a user change his RT at a Glance screen so that it showed all his new and open tickets instead of just the 10 highest priority tickets I own box? This is for RT 3.4.5 running on CentOS 5.1. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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] Default Queue???
Actually, I don't think it is. Right now, it's using 'Techstaff', when
there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
etc).
Tim Gustafson
SOE Webmaster
UC Santa Cruz
[EMAIL PROTECTED]
(831) 459-5354
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, April 14, 2008 8:23 AM
To: Tim Gustafson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???
Hi Tim,
I'm pretty sure it's just the first one alphabetically.
At 04:37 PM 4/11/2008, Tim Gustafson wrote:
Hello everyone!
Please forgive the potentially silly question, but I've Google this and
haven't been able to come up with anything.
Where the heck do you set the default queue for new tickets when users
click
the New ticket in button at the top of the screen?
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
___
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Re: [rt-users] Default Queue???
Drew,
Thanks! That code is giving me a bit of insight now. It appears that the
default is being loaded from the user's profile:
SelectQueue:47
==
% my $d = new RT::Queue($session{'CurrentUser'});
% $d-Load($Default);
SelectQueue:57
==
OPTION VALUE=%($NamedValues ? $queue-Name : $queue-Id) % %(
$queue-Id eq $Default ? 'SELECTED' : '')%%$queue-Nam
e%
So, the question is: where does the $Default value get stored in the
database, and how does one update that information? I poked around in the
Users, CustomFields and FM_CustomFields tables and couldn't find anything.
Tim Gustafson
SOE Webmaster
UC Santa Cruz
[EMAIL PROTECTED]
(831) 459-5354
-Original Message-
From: Drew Barnes [mailto:[EMAIL PROTECTED]
Sent: Monday, April 14, 2008 8:27 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???
It's probably using the queue's id. Look in share/html/Elements/SelectQueue
Tim Gustafson wrote:
Actually, I don't think it is. Right now, it's using 'Techstaff', when
there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
etc).
Tim Gustafson
SOE Webmaster
UC Santa Cruz
[EMAIL PROTECTED]
(831) 459-5354
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, April 14, 2008 8:23 AM
To: Tim Gustafson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???
Hi Tim,
I'm pretty sure it's just the first one alphabetically.
At 04:37 PM 4/11/2008, Tim Gustafson wrote:
Hello everyone!
Please forgive the potentially silly question, but I've Google this and
haven't been able to come up with anything.
Where the heck do you set the default queue for new tickets when users
click
the New ticket in button at the top of the screen?
___
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] Default Queue???
Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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] Default Queue???
Drew, The queue that's selected by default right now is Techstaff. There are 6 other queues ahead of that queue, including BELS and Faculty Services. The list is selecting Techstaff, the 6th entry, by default. I've already done some research into the code that makes this selection, and the Default queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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 ___ 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] Default Queue???
11 Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:37 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? What is the numerical id of that queue? Tim Gustafson wrote: Drew, The queue that's selected by default right now is Techstaff. There are 6 other queues ahead of that queue, including BELS and Faculty Services. The list is selecting Techstaff, the 6th entry, by default. I've already done some research into the code that makes this selection, and the Default queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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 ___ 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 ___ 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] Default Queue???
Ahh, that's exactly what I'm looking for. Thanks! Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Jason A. Smith [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 11:05 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Hi Tim, I don't know what version of RT you have there, but we are still using an older 3.4.5 version here. In this version, the code you want to look for is in: /var/rt/html/Elements/SelectNewTicketQueue Near the end, it sets: $Default = 0 This sets the 'SELECTED' attribute in the html OPTION tag in the code above when it loops through the Queues. The Id is an RT internal Id number, which you can see as Admin when Configuring the Queues. The correct way to change this is to copy that file to the local RT html directory, for our installation it would be here: /usr/local/rt/html/Elements/SelectNewTicketQueue make the changes you want and restart apache. ~Jason On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote: Drew, The queue that's selected by default right now is Techstaff. There are 6 other queues ahead of that queue, including BELS and Faculty Services. The list is selecting Techstaff, the 6th entry, by default. I've already done some research into the code that makes this selection, and the Default queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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 ___ 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 -- /--\ | Jason A. Smith Email: [EMAIL PROTECTED] | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ 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] Default Queue???
Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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
