from:"Torsten Brumm"

Re: [rt-users] Automatted parsing of mails entering an RT queue

2017-03-02 Thread Torsten Brumm

Check RT-Extension-ExtractCustomFieldValues

Von meinem iPhone gesendet

> Am 02.03.2017 um 09:35 schrieb Christopher Kunz :
> 
> Hi all,
> 
> we've been using RT for almost 15 years now with great success, but our
> growing company needs a little more automation now. As we are a hosting
> company /carrier, we frequently receive abuse reports and security
> advisories (for example, automatted scans for UDP amplifiers by the
> German national CERT). These enter our abuse queue.
> 
> I would like to parse these mails automatically, and write a parsing
> toolkit for each different type of abuse mail (either by sender, or by
> specific content signature, or something like that), in order to extract
> the affected URIs / IP addresses from the mails and pass them on to an
> abuse handling script for further action.
> 
> How would I do that? Are there any articles in the RT wiki that might be
> a good starting point? Unfortunately, the "automating RT" page is more
> about crontool than about the kind of automation I'm looking for.
> 
> Thanks a lot,
> 
> --ck
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Paris - April 24-26, 2017
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

Re: [rt-users] Mason Cache clear

2016-10-31 Thread Torsten Brumm

Check permissions Brian

Von meinem iPhone gesendet

> Am 31.10.2016 um 18:49 schrieb Dunbar, Brian :
> 
> I was installing RT-Extension-ActivityReports into RT 4.4.0 after the install 
> I ran 
> rm -rf /opt/rt4/var/mason_data/obj
> then service apache2 restart
> 
> Apache restarted ok but RT will not load. I found this error in syslog but 
> not sure what to fix.
> [40707] mkdir /opt/rt4/var/mason_data/obj/3407077840: Permission denied at 
> /usr/share/perl5/HTML/Mason/Compiler/ToObject.pm line 115.#012#012Stack:#012 
> [/usr/share/perl/5.20/Carp.pm:166]#012  
> [/usr/share/perl/5.20/File/Path.pm:156]#012  
> [/usr/share/perl/5.20/File/Path.pm:133]#012  
> [/usr/share/perl/5.20/File/Path.pm:114]#012
> [/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm:115]#012  
> [/usr/share/perl5/HTML/Mason/Interp.pm:440]#012  
> [/usr/share/perl5/HTML/Mason/Interp.pm:776]#012  
> [/usr/share/perl5/HTML/Mason/Request.pm:259]#012  
> [/usr/share/perl5/HTML/Mason/Request.pm:215]#012  
> [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:61]#012  
> [/usr/share/perl5/Class/Container.pm:275]#012  
> [/usr/share/perl5/Class/Container.pm:353]#012  
> [/usr/share/perl5/HTML/Mason/Interp.pm:351]#012  
> [/usr/share/perl5/HTML/Mason/Interp.pm:345]#012  
> [/usr/share/perl5/HTML/Mason/PSGIHandler.pm:59]#012  
> [/usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm:52]#012  
> [/usr/share/perl5/Plack/Util.pm:301]#012  [/usr/share/perl5/
> 
> Then I google clearing mason cache and it shows 
> rm -Rf /usr/local/rt4/var/mason_data/obj/*
> Not usre if the asterisk at end makes difference I tried that after still no 
> luck.
> 
> Anyone see what is wrong and how to fix?  Greatly appreciated.
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Option to Emulate another RT user from SuperUser

2015-11-16 Thread Torsten Brumm

Search github for: RTx-BecomeUser this Could help you.

Von meinem iPhone gesendet

> Am 12.11.2015 um 19:23 schrieb Joe Kirby :
> 
> At time some folks on campus report that RT is slow for them. 
> 
> I try to create a test user with the same access but this does not always 
> help me because they may have a lot of tickets or a dashboard item/report 
> that I cannot emulate.
> 
> Does RT have any built-in mechanism for SuperUser to do such a thing.
> 
> We use single sign on and thus I am unable to override that.
> 
> Thanks
> 
> Joe
> 
> Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT) 
> Support Response -   http://www.umbc.edu/doit 
> Administration 627
> Office - 410-455-3020 
> Email - ki...@umbc.edu
>

Re: [rt-users] Custom Html files in local html selfservice

2015-11-06 Thread Torsten Brumm

Have you cleared the Mason Cache?

Von meinem iPhone gesendet

> Am 06.11.2015 um 12:40 schrieb Kobus Bensch :
> 
> Hi
> 
> I have created a customised CreateTicketInQueue.html in 
> /opt/rt4/local/html/SelfService but it is not picked up. The default file in 
> /opt/rt4/share/html/SelfService/ is still displayed. Am I missing something?
> 
> I restarted httpd after i made the changes.
> 
> I am on RT 4.2.12 on Centos 6
> 
> Thanks
> 
> Kobus
> 
> 
> 
> -- 
> 
> 
> Trustpay Global Limited is an authorised Electronic Money Institution 
> regulated by the Financial Conduct Authority registration number 900043. 
> Company No 07427913 Registered in England and Wales with registered address 
> 130 Wood Street, London, EC2V 6DL, United Kingdom.
> 
> For further details please visit our website at www.trustpayglobal.com.
> 
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Re: [rt-users] What's huge RT/Mysql

2015-11-04 Thread Torsten Brumm

Ok, we do around 800.000-1.000.000 Tickets a day. The DB is running since 14 
years now. Don't See Any Problems with such small amount of Tickets.

Von meinem iPhone gesendet

> Am 04.11.2015 um 22:23 schrieb Albert Shih :
> 
> Hi everyone,
> 
> I would like to know without any customisation how can a RT instance with
> mysql backend can goes.
> 
> As I understand it's the number of tickets who can be a issue.
> 
> Sowhen it's can become a problem ? 50 000 ? 100 000 ? 500 000 ?
> 
> And same question with specific hardware (like mysql on SSD).
> 
> Regards.
> 
> JAS
> --
> Albert SHIH
> DIO bâtiment 15
> Observatoire de Paris
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> France
> Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71
> xmpp: j...@obspm.fr
> Heure local/Local time:
> mer 4 nov 2015 22:20:59 CET

Re: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

2015-01-16 Thread Torsten Brumm

RT 4.2 Gas a similar mechanism.

Von meinem iPhone gesendet

 Am 16.01.2015 um 15:23 schrieb Guadagnino Cristiano 
 guadagnino.cristi...@creval.it:
 
 Hi all,
 is there an extension like RT-Extension-QueueDeactivatedScrips but 
 working with RT 4.2?
 
 What the extension does is allowing an administrator to selectively 
 deactivate global scrips for a queue.
 
 thank you in advance.
 
 Bye
 Cris

Re: [rt-users] rt3.8.17 / 4.2.6 / nginx and document-root '/rt'

2015-01-13 Thread Torsten Brumm

Wow, thanks! It's next in Quere here.

Von meinem iPhone gesendet

 Am 14.01.2015 um 08:43 schrieb Daniel Schwager daniel.schwa...@dtnet.de:
 
 Hi all,
 
 thanks for this information - there's the fix - important
 lines are location and rewrite - see (1).
 
 I updated to rt 4.2.6 - now, the combination of rt / nginx / fastcgi / 
 document-root '/rt' does not work again.
 
 My goal is to map a RT with nginx to a URL like 
 http://www.domain.de:8080/rt; (instead of http://www.domain.de:8080;)
 
 Tonight, I played around and found the following working setup:
 
 /etc/nginx/conf.d/rt4.conf
 
 server {
 
listen   8080;
server_name  host.domain.de;
root /tmp;
 
# /opt/rt4/etc/RT_SiteConfig.pm
   
   
   
#   Set($WebDomain, host.domain.de); 
   
   
   
#   Set($WebPort , 8080);  
   
   
   
#   Set($WebPath , /rt); 
   
   
   
#   Set(@ReferrerWhitelist, qw(extranet.domain.de:443 host.domain.de:8080 
 ));   
   

 
#  
   
   
   
#  
   
   
   
#  
   
   
   
location  / {
 
### original /etc/nginx/fastcgi_params - debian 7.x  
   
   
   
# include /etc/nginx/fastcgi_params;   
   
   
   
  fastcgi_param QUERY_STRING$query_string;
  fastcgi_param REQUEST_METHOD  $request_method;
  fastcgi_param CONTENT_TYPE$content_type;
  fastcgi_param CONTENT_LENGTH  $content_length;
 
  fastcgi_param SCRIPT_FILENAME $request_filename;
  fastcgi_param SCRIPT_NAME $fastcgi_script_name;
  fastcgi_param REQUEST_URI $request_uri;
  fastcgi_param DOCUMENT_URI$document_uri;
  fastcgi_param DOCUMENT_ROOT   $document_root;
  fastcgi_param SERVER_PROTOCOL $server_protocol;
 
  fastcgi_param GATEWAY_INTERFACE   CGI/1.1;
  fastcgi_param SERVER_SOFTWARE nginx/$nginx_version;
 
  fastcgi_param REMOTE_ADDR $remote_addr;
  fastcgi_param REMOTE_PORT $remote_port;
  fastcgi_param SERVER_ADDR $server_addr;
  fastcgi_param SERVER_PORT $server_port;
  fastcgi_param SERVER_NAME $server_name;
 
  fastcgi_param HTTPS   $https;
 
  # PHP only, required if PHP was built with 
 --enable-force-cgi-redirect   
   
 
  fastcgi_param REDIRECT_STATUS 200;
### /original /etc/nginx/fastcgi_params  
   
   
   
 
fastcgi_pass   unix:/opt/rt4/var/fastcgi.sock;
 
fastcgi_param   SCRIPT_NAME /rt;
fastcgi_param   PATH_INFO $uri;
 
 }
 
 }

Re: [rt-users] rt3.8.17 / nginx and document-root

2014-12-24 Thread Torsten Brumm

Search github for rt-extension-nginx as good starting point.

Von meinem iPhone gesendet

 Am 24.12.2014 um 14:21 schrieb Daniel Schwager daniel.schwa...@dtnet.de:
 
 Hi,
 
 because nginx ist about 20-30% faster than apache2, we tries to move to 
 nginx. Our URL is http://server-url/rt
 so WebPath  insode RT_SiteConfig.pm is set to /rt.
 
 Our current nginx config (1) works fine (but only in the document root 
 http://server-url, but not with http://server-url/rt)
 
 I'm not familiar with nginx and spent now about 4 hours trying to configure 
 rt3+nginx to use http://server-url/rt as the base-url - but I was not able 
 to manage it.
 
 Maybe somebody show me how to configure RT/ngnix for a non-root URL ?
 
 regards
 Danny
 
 (1) /etc/nginx/conf.d/rt3.conf
 
 server {
  listen   80;
  server_name  artee2.domain.de;
 
  root /opt/rt3/share/html;
  index index.html index.htm;
 
  location / {
fastcgi_pass   unix:/opt/rt3/var/fastcgi.sock;
 
include/etc/nginx/fastcgi_params;
fastcgi_param  QUERY_STRING   $query_string;
fastcgi_param  REQUEST_METHOD $request_method;
fastcgi_param  CONTENT_TYPE   $content_type;
fastcgi_param  CONTENT_LENGTH $content_length;
 
fastcgi_param   SCRIPT_NAME ;
fastcgi_param   PATH_INFO $uri;
  }
 }
 
 
 Viele Gruesse
 Daniel Schwager
 
 ---
 DT Netsolution GmbH   -   Taläckerstr. 30-D-70437 Stuttgart
 Geschäftsführer: Daniel Schwager, Stefan Hörz - HRB Stuttgart 19870
 Tel: +49-711-849910-32, Fax: -932 - Mailto:daniel.schwa...@dtnet.de

Re: [rt-users] quick-set Starts date

2014-12-01 Thread Torsten Brumm

This is for Due Date but to change it shouldn't be that hard: 
https://github.com/leinaddm/RT-Extension-DueButtons

Torsten
Am 02.12.2014 um 03:22 schrieb Alex Peters:

 I want to be able to quickly adjust a ticket's Starts date from the ticket's 
 Display view without going to the ticket's Dates page and manually entering 
 the date.
 
 For example, having a Starts top-level menu item next to Actions with 
 sub-entries tomorrow morning, next week etc. would achieve this nicely.
 
 Has anyone already done something like this?  Any recommended approaches?  Is 
 there a best-practice way for submitting a POST request from that menu, or 
 would I have to do it as a GET request?  Is anyone aware of a plugin that 
 works in a similar manner?  Any pointers on which callbacks I should target?

Re: [rt-users] Problem with custom lifecycle

2014-02-27 Thread Torsten Brumm

Try RT-Extension-QueueDeactivatedScrips. Search inside Github.

Von meinem iPhone gesendet

 Am 26.02.2014 um 23:50 schrieb Simon Wilcox sim...@simonwilcox.co.uk:
 
 
 I think I have found the culprit - there's a load of Global Scrips (probably 
 hangovers from our original 3.x install, we're now on 4.2.2 via 4.0.8) and 
 one of those is On Correspond Open Tickets - I think this is possibly 
 running and getting confused as there's no Open state in this lifecycle.
 
 So new question - is there an easy way to migrate these 14 Global Scrips down 
 to specific queues, or can I stop them running on a specific queue ?
 
 On 26/02/2014 19:37, Simon Wilcox wrote:
 I'm setting up a new lifecycle to manage our change request process and I'm 
 seeing some odd behaviour which I'm sure is something obvious.
 
 -- 
 RT Training London, March 19-20 and Dallas May 20-21
 http://bestpractical.com/training
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Problem with custom lifecycle

2014-02-27 Thread Torsten Brumm

Hi Simon,
There is an updated version:

https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips?source=c

Von meinem iPhone gesendet

 Am 27.02.2014 um 09:55 schrieb Simon Wilcox sim...@simonwilcox.co.uk:
 
 Hi,
 
 That looks promising but no indication that it works with 4.x.
 
 I'm not very familiar with RT's extension mechanisms, should I expect 
 something targeting 3.x to work seamlessly on 4.x ?
 
 Simon.
 
 On 27/02/2014 07:13, Torsten Brumm wrote:
 Try RT-Extension-QueueDeactivatedScrips. Search inside Github.
 
 
 -- 
 RT Training London, March 19-20 and Dallas May 20-21
 http://bestpractical.com/training
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] RT4 asset tracker

2011-09-15 Thread Torsten Brumm

Use the git, it is the latest for 3.8

Von meinem iPhone gesendet

Am 15.09.2011 um 15:57 schrieb Aaron Zuercher aaron.techge...@gmail.com:

 Thanks,
 I'll stick with 3.8 for now.   Where is the latest code for AT?  I've seen a 
 google code page and a github page and I'm not sure where the most current 
 code is.
 
 Aaron
 
 
 
 On Thu, Sep 15, 2011 at 8:51 AM, Ruslan Zakirov r...@bestpractical.com 
 wrote:
 On Thu, Sep 15, 2011 at 5:46 PM, Aaron Zuercher
 aaron.techge...@gmail.com wrote:
  Hello,
  Happy RT 3.8 user here.  I am interested in adding AssetTracker to my
  install to use for inventory.   I'm wondering if I should move to RT4 at the
  same time?  Does AT play well with RT4?
 
 Not yet. Earlier Todd offered betas for testing with RT4. Look in
 archives of the list.
 
 
 
  Thanks,
  Aaron
 
  
  RT Training Sessions (http://bestpractical.com/services/training.html)
  *  Chicago, IL, USA — September 26  27, 2011
  *  San Francisco, CA, USA — October 18  19, 2011
  *  Washington DC, USA — October 31  November 1, 2011
  *  Melbourne VIC, Australia — November 28  29, 2011
  *  Barcelona, Spain — November 28  29, 2011
 
 
 
 
 --
 Best regards, Ruslan.
 
 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 *  Chicago, IL, USA — September 26  27, 2011
 *  San Francisco, CA, USA — October 18  19, 2011
 *  Washington DC, USA — October 31  November 1, 2011
 *  Melbourne VIC, Australia — November 28  29, 2011
 *  Barcelona, Spain — November 28  29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26  27, 2011
*  San Francisco, CA, USA  October 18  19, 2011
*  Washington DC, USA  October 31  November 1, 2011
*  Melbourne VIC, Australia  November 28  29, 2011
*  Barcelona, Spain  November 28  29, 2011

Re: [rt-users] RT-Extension-SideBySideView on 4.02

2011-08-31 Thread Torsten Brumm

Will have a Look on it Next Week!

Torsten

Von meinem iPhone gesendet

Am 30.08.2011 um 21:33 schrieb Shawn O'Connor ocons...@yahoo.com:

 I'm trying to implement the following:
 https://github.com/tbrumm/RT-Extension-SideBySideView
 
 It says on the website for RT 3.8
 http://www.bestpractical.com/rt/extensions.html?J:V-region-extension-list.id=44
 
 I thought I would try it with 4.02, but I get the following error from the 
 application web page after adding the plugin, refreshing the cache, and 
 restarting apache.
 
 could not find component for path '/Ticket/Elements/Tabs' 
 
 So, does it just not work in RT 4.02 yet, or have I don't something wrong?  I 
 installed as per the README and added the plugin reference in the 
 RT_SiteConfig.pm file.  Not quite sure where to go next. --Thanks again.
 
 And then, maybe I'm missing the obvious -- is there a different way in 4.0x 
 that I should be doing this?
 
 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 *  Chicago, IL, USA  September 26  27, 2011
 *  San Francisco, CA, USA  October 18  19, 2011
 *  Washington DC, USA  October 31  November 1, 2011
 *  Melbourne VIC, Australia  November 28  29, 2011
 *  Barcelona, Spain  November 28  29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26  27, 2011
*  San Francisco, CA, USA  October 18  19, 2011
*  Washington DC, USA  October 31  November 1, 2011
*  Melbourne VIC, Australia  November 28  29, 2011
*  Barcelona, Spain  November 28  29, 2011

Re: [rt-users] Support Contract Client Check

2011-03-24 Thread Torsten Brumm

Hi,
This is possible, if you find a Way to Store The support Contract information. 
Good starting Point is Asset tracker in this Case, where you can Store The 
information. Based on The customfield with The Client information and a Tiny 
Script you can Link to The Contract and also you can Grab The Time information 
from The Asset and out them into The Ticket. If you Need more help, let me Know.

Von meinem iPhone gesendet

Am 24.03.2011 um 12:54 schrieb Walid Haider walid.hai...@movensis.com:

 Hi,
 
  
 
 I am running RT 3.8.4 and have created a custom field, with a list of all our 
 clients, so that the client name is selected from the list when creating or 
 updating a ticket.
 
  
 
 I am now looking to implement a way of checking if the client’s support 
 contract has not expired (and perhaps even, displaying a message informing 
 the RT user that the client’s contract has expired and also highlighting the 
 custom field in red – under ticket metadata – when viewing existing tickets 
 referring to clients that do not have valid support contract).
 
  
 
 This support contract information is available in an excel spreadsheet that I 
 could either:
 
 · link to RT in some way (of course, the danger here is that in order 
 for this to work, the name of client must be exactly the same as in RT) or;
 
 · update the support contract information in RT form time to time 
 (probably safer this way)
 
  
 
 In future, I would also like to allow our clients to be able to view and 
 update their own tickets, and would also like to deny access (automatically, 
 based on the check above) if the support contract has expired – possibly 
 displaying a message informing the user that why the access was denied.   
 
  
 
 I would really appreciate in if someone could point me in the right direction.
 
  
 
 Thanks and regards,
 
 Walid

Re: [rt-users] Image Linking

2011-03-23 Thread Torsten Brumm

Yes, there is but Not Public. ASK bps for RTx-AttachmentsOnDisk

Torsten

Von meinem iPhone gesendet

Am 23.03.2011 um 10:32 schrieb ronald higgins ronald.higg...@gmail.com:

 Hi RT-Users,
 
 A quick google didnt hit up any results so I am hoping some list
 members might have some info.
 
 Is there a way/mechanism that will allow for images within tickets to
 be stored on the disk filesystem/nfs share as opposed to within the
 MySQL Database?
 
 Regards
 
 Ronald

Re: [rt-users] Image Linking

2011-03-23 Thread Torsten Brumm

Don't think so.

Von meinem iPhone gesendet

Am 23.03.2011 um 14:53 schrieb Andrea Perotti apero...@cutaway.it:

 Il 23/03/2011 10:36, Torsten Brumm ha scritto:
 Yes, there is but Not Public. ASK bps for RTx-AttachmentsOnDisk
 
 :-(
 
 Any chance that it'll be included in RT-4.0 ?
 
 
 cheers
 
 -- 
 Andrea Perotti
 System Administrator

Re: [rt-users] RT Archiving Tickets

2011-03-15 Thread Torsten Brumm

There is an Extension from bps to Export attachements from db, but it is Not 
Open so far i Know.

Von meinem iPhone gesendet

Am 15.03.2011 um 12:52 schrieb ronald higgins ronald.higg...@gmail.com:

 Greets fellow users,
 
 We have an RT 3.8.7 Deployment running on Centos with a MySQL backend.
 
 The DB itself has grown quite large, currently around 300GB with 2.1
 million tickets, this due to customers sending through images which is
 part of the ticket.
 About a year ago we partitioned the RT Database and that sped up
 things quite nicely however we're looking at further ways to improve
 speed. Is there any sort of archiving mechanism we can use so that the
 DB can run lighter?
 
 Regards
 
 Ronald

Re: [rt-users] Help needed with AT (Asset Tracker)

2011-03-11 Thread Torsten Brumm

Hi Simon,
you should try latest version from git from Todd, he fixed it :-)

Torsten

2011/3/8 Simon Dray simon.d...@antplc.com

  Torsten



 Any help on this would be greatly appreciated.





 Regards Simon



 *From:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:
 torsten.br...@kuehne-nagel.com]
 *Sent:* 08 March 2011 13:45

 *To:* Simon Dray; RT List
 *Subject:* AW: [rt-users] Help needed with AT (Asset Tracker)



 Hi Simon,

 current user should reflect the id (?) of the currently logged in user, but
 now i see, this is not selectable by AT Query Builder - this could be a bug
 or simply forgotten.



 Will update you (or todd if he is wake)


 Torsten


  --

 *Von:* Simon Dray [mailto:simon.d...@antplc.com]
 *Gesendet:* Dienstag, 8. März 2011 14:40
 *An:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; RT List
 *Betreff:* RE: [rt-users] Help needed with AT (Asset Tracker)

 Torsten Hi



 I have tried Owner.Name = ‘__CurrentUser__’ no joy comes back with 0



 Also tried Owner.RealName



 Spent most of the morning trying to fathom this out , I cannot see how
 __CurrentUser__ is worked out in the AT search





 Regards Simon



 *From:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:
 torsten.br...@kuehne-nagel.com]
 *Sent:* 08 March 2011 13:29
 *To:* Simon Dray; RT List
 *Subject:* AW: [rt-users] Help needed with AT (Asset Tracker)



 Hi Simon,

 this should work the same way like inside RT, something like Status =
 'production'  AND Owner.Name LIKE 'root'  (or better __CurrentUser__



 Then save as a savedSearch - put to homepage


 Torsten



 Kühne + Nagel (AG  Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
 (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
 Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz:
 Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
 Persönlich haftende Gesellschaft: Kühne  Nagel A.G., Sitz:
 Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne


  --

 *Von:* rt-users-boun...@lists.bestpractical.com [mailto:
 rt-users-boun...@lists.bestpractical.com] *Im Auftrag von *Simon Dray
 *Gesendet:* Dienstag, 8. März 2011 14:04
 *An:* RT List
 *Betreff:* [rt-users] Help needed with AT (Asset Tracker)

 RT 3.8.9

 AT  version Last Release from Todd





 I wonder if anyone can help me, I want to be able to offer the users of AT
 a view similar to My Tickets this would display the assets currently
 assigned to them when they login.



 If anyone can help it would be greatly appreciated







 Regards Simon



 Simon Dray

 Customer Support Engineer

 ANT Software Limited





 Tel: +44 1223 716400   Direct: +44 1223 716476



 simon.d...@antplc.com



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-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Re: [rt-users] new status not available

2011-01-28 Thread Torsten Brumm

Status Name Too Long. Max 10 Chars.

Von meinem iPhone gesendet

Am 28.01.2011 um 13:58 schrieb Björn Schulz bjoern.sch...@desy.de:

 Hi all,
 
 my rt is a rt3.8.7
 
 I've a problem with a new status.
 I've implement two new status
 'certified' and 'not_certified'
 
 RT_Siteconfig:
 ...
 Set(@ActiveStatus, qw(new open stalled));
 Set(@InactiveStatus, qw(certified not_certified resolved closed rejected
 deleted));
 ...
 
 I can change the status of a ticket to 'certified'
 but not to 'not_certified'.
 
 Error message:
 Ticket 6073: Illegal value for Status
 
 Any help is appreciated.
 
 Cheers,
  Björn

Re: [rt-users] Any gotchas for load balancing RT's front end?

2011-01-28 Thread Torsten Brumm

Hi Todd
We use several webservers and an F5 in Front, it's important that you make sure 
The Sessions of a logged in user come to The Same Webserver.

Can Sent to you our setup.

Von meinem iPhone gesendet

Am 28.01.2011 um 22:35 schrieb Todd Chapman t...@chaka.net:

 We are looking at possibly load balancing RT's web front end. Our
 sessions are DB based.
 
 Are there any gotchas to consider?
 
 RT 3.6.3 (I know, I know)
 
 Thanks.
 
 -Todd

Re: [rt-users] ShowConfigTab right shows too many Information

2010-11-19 Thread Torsten Brumm

Hi Jesse, 
I think i explaned it wrong. Not Inside Tickets is the Problem, it is Inside 
the admin/Users/ Part. They can See all Users without the right adminusers.

Sent from my phone, sorry for all typo's.

Am 19.11.2010 um 18:06 schrieb Jesse Vincent je...@bestpractical.com:

 
 
 
 On Fri, Nov 19, 2010 at 08:41:36AM +0100, Brumm, Torsten / Kuehne + Nagel / 
 Ham MI-ID wrote:
 Hi RT Users,
 today i figured out on a fresh RT 3.8.8 installation, that a group with only 
 ShowConfigTab Right granted globally is able to see all users without having 
 the right AdminUsers. All other Options like Groups/Queues/CF's are not 
 display any information, only the Admin/Users is listing all.
 
 Go into the Users tab on a ticket and do a search for users.

Re: [rt-users] ShowConfigTab right shows too many Information

2010-11-19 Thread Torsten Brumm

Ah, understood, so it's a Feature. Was only confused.

Thanks

Sent from my phone, sorry for all typo's.

Am 19.11.2010 um 19:02 schrieb Jesse Vincent je...@bestpractical.com:

 
 
 
 On Fri, Nov 19, 2010 at 07:02:03PM +0100, Torsten Brumm wrote:
 Hi Jesse, 
 I think i explaned it wrong. Not Inside Tickets is the Problem, it is Inside 
 the admin/Users/ Part. They can See all Users without the right adminusers.
 
 No, you explained it right. I was saying that regular staff users can get the 
 same data from regular user search on a ticket.

Re: [rt-users] RT and mySQL cluster?

2010-11-19 Thread Torsten Brumm

Hi Thierry,
you should tell us more about your setup, Hardware Sizing and so on. How
many (concurrent) users etc.

Don't think, that you will solve your problems with a mysql cluster..

Torsten

2010/11/19 Thierry Thelliez thierry.thelliez.t...@gmail.com

 Hello all,

 Has anyone some experience running RT  on top of MySQL Cluster?
 Feasible? Overkill? Any issues?

 We think that with our application we will see peaks/burts of tickets
 submissions. We want to be able to absorb these peaks safely.

 Cheers,
 Thierry




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Re: [rt-users] RT and mySQL cluster?

2010-11-19 Thread Torsten Brumm

Sounds like a Overkill for your setup. Think MySQL Master/Slave is what you are 
looking for like Emmanuel Said.

Torsten

Sent from my phone, sorry for all typo's.

Am 19.11.2010 um 22:27 schrieb Thierry Thelliez 
thierry.thelliez.t...@gmail.com:

 And to respond to Emmanuel's question about queues/group/privileged
 users, this is a simple setup... 2 queues, 5 groups, and a dozen
 privileged users and few hundred unprivileged ones. So I understand
 that this is ok?
 
 
 Thierry Thelliez

Re: [rt-users] SideBySideView Extension install and usage questions

2010-11-04 Thread Torsten Brumm

Hi,
Pls Grab up the latest, i fixed this some days ago.

Torsten

Sent from my phone, sorry for all typo's.

Am 03.11.2010 um 22:05 schrieb Susan McClure smccl...@rice.edu:

 I am using RT 3.8.8 and adding the plugin called
 Extension-SideBySideView.
 
 The install gives a warning when I run perl Makefile.PL
 
 Warning: the following files are missing in your kit:
lib/RT/Extension/SideBySideView/CustomView.pm
 Please inform the author.
 Writing Makefile for RT::Extension::SideBySideView
 
 In fact, that .pm file is not in the package but I cannot find
 any info about it searching RT and Google etc.
 
 Can anyone help?
 
 I am also interested in ANY information about how to setup and
 actually use the SideBySideView function once installed.
 Ideally I think I would want a System Preferences setting
 that defines a ticket display or RT at a Glance format
 that uses SideBySide viewing.
 
 Thanks
 
 -- 
 Susan K. McClure
 Rice University
 
 Voice: 713.348.4852
 Email: smccl...@rice.edu

Re: [rt-users] SideBySideView Extension install and usage questions

2010-11-04 Thread Torsten Brumm

And Yes, you can Fund a Switch under user preferences for this.

Torsten

Sent from my phone, sorry for all typo's.

Am 03.11.2010 um 22:05 schrieb Susan McClure smccl...@rice.edu:

 I am using RT 3.8.8 and adding the plugin called
 Extension-SideBySideView.
 
 The install gives a warning when I run perl Makefile.PL
 
 Warning: the following files are missing in your kit:
lib/RT/Extension/SideBySideView/CustomView.pm
 Please inform the author.
 Writing Makefile for RT::Extension::SideBySideView
 
 In fact, that .pm file is not in the package but I cannot find
 any info about it searching RT and Google etc.
 
 Can anyone help?
 
 I am also interested in ANY information about how to setup and
 actually use the SideBySideView function once installed.
 Ideally I think I would want a System Preferences setting
 that defines a ticket display or RT at a Glance format
 that uses SideBySide viewing.
 
 Thanks
 
 -- 
 Susan K. McClure
 Rice University
 
 Voice: 713.348.4852
 Email: smccl...@rice.edu

Re: [rt-users] Asset Tracker 1.2.3 - Bulk loading assets?

2010-10-22 Thread Torsten Brumm

Have a Look into the at Wiki at google Code, there you can find this.

Sent from my phone, sorry for all typo's.

Am 21.10.2010 um 18:43 schrieb Jeff Lucas jlu...@eagleinvsys.com:

 Hello.
 
 Is there a way to bulk load assets (i.e. from a comma-delimited file) into 
 Asset Tracker?
 
 Thanks.
 
  
 
 RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3
 
  
 
 -Jeff

Re: [rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3

2010-10-20 Thread Torsten Brumm

Wait some days for New at.

Sent from my phone, sorry for all typo's.

Am 20.10.2010 um 21:02 schrieb Jeff Lucas jlu...@eagleinvsys.com:

 Hello.
 
  
 
 Get the following when running “make install” for Asset Tracker…
 
  
 
 snip
 
 Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object 
 method ACLEquivalenceObjects via package RTx::AssetTracker::System at 
 /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, SCHEMA line 78. 
 (/apps/rt-3.8.8/lib/RT.pm:382)
 
 Can't locate object method ACLEquivalenceObjects via package 
 RTx::AssetTracker::System at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm 
 line 327, SCHEMA line 78.
 
 make: *** [initdb] Error 255
 
  
 
 I found a few suggestions after Googling but nothing that helps. Any help 
 would be greatly appreciated.
 
  
 
 Thanks.
 
 Jeff Lucas

[rt-users] Problem with Approval Creation

2010-10-15 Thread Torsten Brumm

Dear List,
i'm trying to create an approval Ticket (RT 3.6.5) with the following
Template:

===Create-Ticket: INVEST
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}

{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT

Script for this:

OnOpen
CreateTickets
Template: Approval

So, when a ticket is going to open, create an approval ticket

This is working fine so far, but this Part:

AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
wont work, the adminCC Field is empty.

Before the ticket is going to open, we add a group as admincc to the ticket,
and this group members should later on also the approvers.

Below the logfile output:

[Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}

{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten
ignorieren
Depended-On-By: TOP
Refers-To: 44425100
Queue: ___APPROVAL
Type: approval
Requestor: someu...@company.com
AdminCC:
Content-Type: text/plain
Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
ignorieren

Requested_by_Region: HQ - Head Quarter
Requested_by_Name: Some Name
Value: 123
Remarks:

TEST


ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
Any ideas? I'm confused at the moment :-(

Thanks

Torsten


-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Problem with Approval Creation

2010-10-15 Thread Torsten Brumm

OK, problem fixed, found the error.
Use AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddressesAsString()}
instead


Torsten



2010/10/15 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID 
torsten.br...@kuehne-nagel.com

  Dear List,
 i'm trying to create an approval Ticket (RT 3.6.5) with the following
 Template:

 ===Create-Ticket: INVEST
 Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
 {$Tickets{TOP}-Subject}
 Depended-On-By: TOP
 Refers-To: {$Tickets{'TOP'}-Id()}
 Queue: ___APPROVAL
 Type: approval
 Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
 AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
 Content-Type: text/plain
 Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
 {$Tickets{TOP}-Subject}

 {$Tickets{TOP}-Transactions-First-Content()}
 ENDOFCONTENT

 Script for this:

 OnOpen
 CreateTickets
 Template: Approval

 So, when a ticket is going to open, create an approval ticket

 This is working fine so far, but this Part:

 AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
 wont work, the adminCC Field is empty.

 Before the ticket is going to open, we add a group as admincc to the
 ticket, and this group members should later on also the approvers.

 Below the logfile output:

 [Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
 RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
 [Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
 Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
 {$Tickets{TOP}-Subject}
 Depended-On-By: TOP
 Refers-To: {$Tickets{'TOP'}-Id()}
 Queue: ___APPROVAL
 Type: approval
 Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
 AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
 Content-Type: text/plain
 Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
 {$Tickets{TOP}-Subject}

 {$Tickets{TOP}-Transactions-First-Content()}
 ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
 [Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
 Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten
 ignorieren
 Depended-On-By: TOP
 Refers-To: 44425100
 Queue: ___APPROVAL
 Type: approval
 Requestor: someu...@company.com
 AdminCC:
 Content-Type: text/plain
 Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
 ignorieren

 Requested_by_Region: HQ - Head Quarter
 Requested_by_Name: Some Name
 Value: 123
 Remarks:

 TEST


 ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
 Any ideas? I'm confused at the moment :-(

 Thanks

 Torsten

 Kühne + Nagel (AG  Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
 (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
 Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz:
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 Persönlich haftende Gesellschaft: Kühne  Nagel A.G., Sitz:
 Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne



 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Summary Searches

2010-10-11 Thread Torsten Brumm

Have a Look in Cpan for summarybyowner from ruslan, think thats what You're 
Looking for.

Von meinem iPhone gesendet

Am 11.10.2010 um 17:08 schrieb Jason Ledford jledf...@biltmore.com:

 I have searched the wiki and mailing list and can’t find my answer, so if its 
 there feel free to point me in that direction.  I want to setup a search 
 similar to the quicksearch, where I get (for example) the users I am 
 concerned with seeing, and then across the top the same new open and stalled 
 with summary numbers below.   That way each manager can easily see statistics 
 on their reports without having to see the detail of each call. 
  
 I have created a search for these users and get get the search to work, but 
 can’t figure out how to do the grouping to get summary numbers.  Help is 
 appreciated.
 
 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 Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Slow Ticket History 3.8.8

2010-09-07 Thread Torsten Brumm

 on quad 3ghz Xeons with 8gb of ram.
 
  I'd like to try and determine if we're just slow, or if this is just
 how long RT takes. Maybe perl is just slow.
 
  Can anyone shed any light on how long it takes them to render long
 tickets in their systems? If you look at the page source it gives you a
 value e.g.
 
  spanTime to display: 24.996907/span
 
  Can anyone share some numbers from theirs for longer tickets? It would
 be really appreciated.
 
 
  Thanks,
 
  Justin
 
  -
  Justin Hayes
  OpenBet Support Manager
  justin.ha...@openbet.com
 
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com
 
 
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at 
  http://rtbook.bestpractical.comhttp://rtbook.bestpracticalcom/


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com





 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




 --
 Best regards, Ruslan.



 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 Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Slow Ticket History 3.8.8

2010-09-07 Thread Torsten Brumm

Are you running mod_perl2, FastCGI or FCGID?

2010/9/7 Justin Hayes justin.ha...@openbet.com

 Thanks Torsten. Will have a look at some of those suggestions. We'd ruled
 the DB out as we couldn't find an slow ones in the logs, and also because we
 tried a totally fresh DB with only 1 ticket in it, and it was still slow.
 But it might just be lots of tiny queries so we'll have another look at
 that.

 We've also tried running the web services on a separate server to the DB.
 This also made no difference.

 Cheers,

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 7 Sep 2010, at 11:13, Torsten Brumm wrote:

 Hi Justin,
 just found this threat, sounds interessting.

 What i read so far: You have 1 quad core system with 8GB RAM, running both
 WEB and DB, correct?

 Think you should follow Raed's hints first to log the queries generated
 with RT

 In terms of debug; if you have not done this yet enable DBIx-SearchBuilder
 StatementLog
 Set($StatementLog,’debug’);  in your etc/RT_SiteConfig.

 I'm sure you will find some funny queries. Normally the Query Log of
 default MySQL can only log queries taking longer than a second, but in your
 case i think, you will have several much faster queries but in summary they
 take longer - but you can't find in mysql-slow log.

 Some more question regarding your hardware and setup.

 1. One Server / quad core (hyper threating) - how many threats for
 Mysql/Postgresql? / 8 GB Ram
 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O
 Problems?)
 3. RT Rights Setup, does the user performance is faster or slower than the
 performance with root user?

 Some more information?

 We're running also a larger RT Instance with dedicated hardware for DB and
 Webservers with no huge perferomance bottlenacks.

 Tob

 2010/9/7 Justin Hayes justin.ha...@openbet.com

 I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit
 faster than ours. We're going to try it on a faster server and that should
 drop our times. Guess we just wanted to explore all avenues before throwing
 hardware at the problem.

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 7 Sep 2010, at 10:30, Justin Hayes wrote:

 Tried Centos last night, and no difference at all.

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 6 Sep 2010, at 20:49, Justin Hayes wrote:

 Hi Ruslan,

 Sorry looks like I shrunk the image too much. The thing I find odd is that
 there are others with similar hardware who don't get the problem. It'll be
 great if 3.10 fixes it for me, but I'd love to get to the bottom of it
 first. I'm pretty much positive it's not a DB issue, as I've tried different
 sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've
 tried the built in webserver with RT and no change there either.

 Currently trying to install RT on Centos given that Roy (who has kindly
 been helping me with details of his own setup) appears to have none of the
 same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu
 we've currently got live.

 No idea if it's going to have any effect though :(

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:

 Justin.

 First of all, I can not read from the chart, but anyway history rendering
 has been worked on in a new code branch. Probably this code will be part of
 RT 3.10. Code at the moment is unstable, but eventually it wil be faster
 then the current version.

 On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes justin.ha...@openbet.comwrote:

 So far we've tried installing RT on different hardware, both 32 and 64bit
 versions of linux. RT is still very slow for long tickets. All the time is
 taken up by the perl/apache process maxing out a core of CPU.

 We've even gone as far as trying to profile the code. We came up with
 this graph of where the time was going:

 TIMING.png
 We then tried to go further into those functions but can't find a single
 smoking gun call that is taking all the time.

 For example in a ticket that takes 22s to render approx 5 secs goes on
 these 2 lines:

 File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8

 my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
 @attachments;

 grep { ($_-TransactionId == $Transaction-Id ) 
 ($trans_content-{$_-Id} = $_)  } @attachment_content;

 Both are greps. Does this imply that perl itself is just slow?

 IF so why would our perl be slow compared to other people's? We've tried
 compiling it from source and that made no difference.

 ATM we're at a bit of a loss

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha

Re: [rt-users] Slow Ticket History 3.8.8

2010-09-07 Thread Torsten Brumm

OK, now we know, it is not the DB, have you used firebug to check which part
of the page takes long?
There is a nice addon from BPS to track the page memory used for each
request inside github, possible a good point to look next.

The time you messured are taken with firefox, Internet explorer?

2010/9/7 Justin Hayes justin.ha...@openbet.com

 Well we've captured the time for all the queries run for our long ticket
 (which takes ~20secs to generate).

 Total query time is 0.871493s

 So it's not the DB.

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 7 Sep 2010, at 11:13, Torsten Brumm wrote:

 Hi Justin,
 just found this threat, sounds interessting.

 What i read so far: You have 1 quad core system with 8GB RAM, running both
 WEB and DB, correct?

 Think you should follow Raed's hints first to log the queries generated
 with RT

 In terms of debug; if you have not done this yet enable DBIx-SearchBuilder
 StatementLog
 Set($StatementLog,’debug’);  in your etc/RT_SiteConfig.

 I'm sure you will find some funny queries. Normally the Query Log of
 default MySQL can only log queries taking longer than a second, but in your
 case i think, you will have several much faster queries but in summary they
 take longer - but you can't find in mysql-slow log.

 Some more question regarding your hardware and setup.

 1. One Server / quad core (hyper threating) - how many threats for
 Mysql/Postgresql? / 8 GB Ram
 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O
 Problems?)
 3. RT Rights Setup, does the user performance is faster or slower than the
 performance with root user?

 Some more information?

 We're running also a larger RT Instance with dedicated hardware for DB and
 Webservers with no huge perferomance bottlenacks.

 Tob

 2010/9/7 Justin Hayes justin.ha...@openbet.com

 I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit
 faster than ours. We're going to try it on a faster server and that should
 drop our times. Guess we just wanted to explore all avenues before throwing
 hardware at the problem.

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 7 Sep 2010, at 10:30, Justin Hayes wrote:

 Tried Centos last night, and no difference at all.

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 6 Sep 2010, at 20:49, Justin Hayes wrote:

 Hi Ruslan,

 Sorry looks like I shrunk the image too much. The thing I find odd is that
 there are others with similar hardware who don't get the problem. It'll be
 great if 3.10 fixes it for me, but I'd love to get to the bottom of it
 first. I'm pretty much positive it's not a DB issue, as I've tried different
 sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've
 tried the built in webserver with RT and no change there either.

 Currently trying to install RT on Centos given that Roy (who has kindly
 been helping me with details of his own setup) appears to have none of the
 same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu
 we've currently got live.

 No idea if it's going to have any effect though :(

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:

 Justin.

 First of all, I can not read from the chart, but anyway history rendering
 has been worked on in a new code branch. Probably this code will be part of
 RT 3.10. Code at the moment is unstable, but eventually it wil be faster
 then the current version.

 On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes justin.ha...@openbet.comwrote:

 So far we've tried installing RT on different hardware, both 32 and 64bit
 versions of linux. RT is still very slow for long tickets. All the time is
 taken up by the perl/apache process maxing out a core of CPU.

 We've even gone as far as trying to profile the code. We came up with
 this graph of where the time was going:

 TIMING.png
 We then tried to go further into those functions but can't find a single
 smoking gun call that is taking all the time.

 For example in a ticket that takes 22s to render approx 5 secs goes on
 these 2 lines:

 File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8

 my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
 @attachments;

 grep { ($_-TransactionId == $Transaction-Id ) 
 ($trans_content-{$_-Id} = $_)  } @attachment_content;

 Both are greps. Does this imply that perl itself is just slow?

 IF so why would our perl be slow compared to other people's? We've tried
 compiling it from source and that made no difference.

 ATM we're at a bit of a loss

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 1

Re: [rt-users] Slow Ticket History 3.8.8

2010-09-07 Thread Torsten Brumm

Hi Justin,
just created inside a RT Test VM (slow one with 500mb ram) a single ticket
with around 60 replies and some comments. Tested the speed with different
users

1. root user to open this ticket: around 26 sec - 870 single sql queries in
around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
2. user with full access (take, own, modify etc): around same time and
queries like root (Queries: http://pastebin.com/U0HnPcJL)
3. user with less rights (no take, no own, only showticket, seequeue): time
around 15 sec and 600 sql queries in around 2 sec! (Queries:
http://pastebin.com/fXDHu6im)

After this the apache starts to render the page from the results and push
them to the browser. The page is for my few comments/replies already 206KB
without any apache optimizations

After adding:

SetOutputFilter DEFLATE
SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-vary
SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
ExpiresActive On
ExpiresByType text/css A604800
ExpiresByType image/x-icon A31536000
ExpiresByType image/gif A604800
ExpiresByType image/jpg A604800
ExpiresByType image/jpeg A604800
ExpiresByType image/png A604800
ExpiresByType application/x-javascript A3600
Header set Cache-Control must-revalidate

to the rt vhost, the page load time goes down from 26 sec to 8 sec and from
206 kb to 10kb

you should try.

Torsten

2010/9/7 Justin Hayes justin.ha...@openbet.com

 Well we've captured the time for all the queries run for our long ticket
 (which takes ~20secs to generate).

 Total query time is 0.871493s

 So it's not the DB.

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 7 Sep 2010, at 11:13, Torsten Brumm wrote:

 Hi Justin,
 just found this threat, sounds interessting.

 What i read so far: You have 1 quad core system with 8GB RAM, running both
 WEB and DB, correct?

 Think you should follow Raed's hints first to log the queries generated
 with RT

 In terms of debug; if you have not done this yet enable DBIx-SearchBuilder
 StatementLog
 Set($StatementLog,’debug’);  in your etc/RT_SiteConfig.

 I'm sure you will find some funny queries. Normally the Query Log of
 default MySQL can only log queries taking longer than a second, but in your
 case i think, you will have several much faster queries but in summary they
 take longer - but you can't find in mysql-slow log.

 Some more question regarding your hardware and setup.

 1. One Server / quad core (hyper threating) - how many threats for
 Mysql/Postgresql? / 8 GB Ram
 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O
 Problems?)
 3. RT Rights Setup, does the user performance is faster or slower than the
 performance with root user?

 Some more information?

 We're running also a larger RT Instance with dedicated hardware for DB and
 Webservers with no huge perferomance bottlenacks.

 Tob

 2010/9/7 Justin Hayes justin.ha...@openbet.com

 I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit
 faster than ours. We're going to try it on a faster server and that should
 drop our times. Guess we just wanted to explore all avenues before throwing
 hardware at the problem.

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 7 Sep 2010, at 10:30, Justin Hayes wrote:

 Tried Centos last night, and no difference at all.

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 6 Sep 2010, at 20:49, Justin Hayes wrote:

 Hi Ruslan,

 Sorry looks like I shrunk the image too much. The thing I find odd is that
 there are others with similar hardware who don't get the problem. It'll be
 great if 3.10 fixes it for me, but I'd love to get to the bottom of it
 first. I'm pretty much positive it's not a DB issue, as I've tried different
 sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've
 tried the built in webserver with RT and no change there either.

 Currently trying to install RT on Centos given that Roy (who has kindly
 been helping me with details of his own setup) appears to have none of the
 same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu
 we've currently got live.

 No idea if it's going to have any effect though :(

 Justin

 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com

 On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:

 Justin.

 First of all, I can not read from the chart, but anyway history rendering
 has been worked on in a new code branch. Probably this code will be part of
 RT 3.10. Code at the moment is unstable, but eventually it wil be faster
 then the current version.

 On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes justin.ha...@openbet.comwrote:

 So far we've

Re: [rt-users] Auto Login Link in autoreply with password

2010-08-30 Thread Torsten Brumm

Hi,
looks like we didn't talked about the same...

You like to do this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}

No idea what is stored here: $Transaction-CreatorObj-__Value('Password'
but from the output you sent, it looks like the md5 of the password:

You should try this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$pass}

inside $pass you sent out the plain text password and i think, the login
method with the link will also have the plaintext pass.

Torsten
2010/8/29 Codatel Lists li...@codatel.com.au

 I am trying to setup my autoreply so that it has a direct link for the
 requestor to click and he can be logged straight into the RT.
 I am new to the eco system and have been playing around with it over the
 past few days.
 Ive hit a roadblock and am hoping someone can help me out.

 I have inserted the following into the autoreply template


 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}


 It almost works perfectly except for the fact that the password actually
 goes out encrypted and is pretty useless.

 this is the link that the requestor gets back



 http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138user=reques...@email.compass=091128365216c001205810ed3po175fbhttp://rt.mydoman.com/ticket/SelfService/Display.html?id=138user=reques...@email.compass=091128365216c001205810ed3po175fb



 Below is my entire template.


 Can someone please let me know how I am able to send a clickable link with
 every autoreply that will take the requestor straight to the ticket on the
 web.

 Subject: AutoReply: {$Ticket-Subject}


 Greetings,

 This message has been automatically generated in response to the
 creation of a helpdesk call:

 {$Ticket-Subject()},

 a summary of which appears below.

 There is no need to reply to this message right now. Your ticket has been
  assigned an ID of [{$rtname} #{$Ticket-id()}]. Please include this string
 in the subject line of all future correspondence about this issue.

 {
 *RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;


 if (($Transaction-CreatorObj-id != $RT::Nobody-id) 
 (!$Transaction-CreatorObj-Privileged) 
 ($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
 ) {



 my $user = RT::User-new($RT::SystemUser);
 $user-Load($Transaction-CreatorObj-Id);
 my ($stat, $pass) = $user-SetRandomPassword();



 if (!$stat) {
 $OUT .=

 An internal error has occurred. RT was not able to set a password for you.
 Please contact your local RT administrator for assistance.;


 }


 $OUT .= 
 You can check the current status and history of your requests at:


 .$RT::WebURL.


 When prompted, enter the following username and password:


 Username: .$user-Name.
 Password: .$pass.

 ;
 }
 }

 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}

 Thank you.
 {$Ticket-QueueObj-CorrespondAddress()}


 -
 {$Transaction-Content()}


 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Auto Login Link in autoreply with password

2010-08-30 Thread Torsten Brumm

OK, the mail sent out, does it have the password posted?

Is this the correct link you created?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139user=reques...@email.compass=

Or like this?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139user=reques...@email.compass=
$pass

??
2010/8/30 Codatel Lists li...@codatel.com.au

 I have tried that and I get the following result.

 The password is blank


 http://rt.mydomain.com/ticket/SelfService/Display.html?id=139user=reques...@email.compass=

 On 30/08/2010, at 7:38 PM, Torsten Brumm wrote:

 Hi,
 looks like we didn't talked about the same...

 You like to do this:


 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}

 No idea what is stored here: $Transaction-CreatorObj-__Value('Password'
 but from the output you sent, it looks like the md5 of the password:

 You should try this:


 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$pass}

 inside $pass you sent out the plain text password and i think, the login
 method with the link will also have the plaintext pass.

 Torsten
 2010/8/29 Codatel Lists li...@codatel.com.au

 I am trying to setup my autoreply so that it has a direct link for the
 requestor to click and he can be logged straight into the RT.
 I am new to the eco system and have been playing around with it over the
 past few days.
 Ive hit a roadblock and am hoping someone can help me out.

 I have inserted the following into the autoreply template


 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}


 It almost works perfectly except for the fact that the password actually
 goes out encrypted and is pretty useless.

 this is the link that the requestor gets back



 http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138user=reques...@email.compass=091128365216c001205810ed3po175fbhttp://rt.mydoman.com/ticket/SelfService/Display.html?id=138user=reques...@email.compass=091128365216c001205810ed3po175fb



 Below is my entire template.


 Can someone please let me know how I am able to send a clickable link with
 every autoreply that will take the requestor straight to the ticket on the
 web.

 Subject: AutoReply: {$Ticket-Subject}


 Greetings,

 This message has been automatically generated in response to the
 creation of a helpdesk call:

 {$Ticket-Subject()},

 a summary of which appears below.

 There is no need to reply to this message right now. Your ticket has been
  assigned an ID of [{$rtname} #{$Ticket-id()}]. Please include this
 string
 in the subject line of all future correspondence about this issue.

 {
 *RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;


 if (($Transaction-CreatorObj-id != $RT::Nobody-id) 
 (!$Transaction-CreatorObj-Privileged) 
 ($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
 ) {



 my $user = RT::User-new($RT::SystemUser);
 $user-Load($Transaction-CreatorObj-Id);
 my ($stat, $pass) = $user-SetRandomPassword();



 if (!$stat) {
 $OUT .=

 An internal error has occurred. RT was not able to set a password for
 you.
 Please contact your local RT administrator for assistance.;


 }


 $OUT .= 
 You can check the current status and history of your requests at:


 .$RT::WebURL.


 When prompted, enter the following username and password:


 Username: .$user-Name.
 Password: .$pass.

 ;
 }
 }

 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}

 Thank you.
 {$Ticket-QueueObj-CorrespondAddress()}


 -
 {$Transaction-Content()}


 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




 --
 MFG

 Torsten Brumm

 http://www.brumm.me
 http://www.elektrofeld.de





-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Auto Login Link in autoreply with password

2010-08-30 Thread Torsten Brumm

Damn, you are right, for users with a password this will not work.

Hmmm, possibly other guys have better ideasparse it through john and
then you have it plain text :-(

2010/8/30 Codatel Lists li...@codatel.com.au

 This is what the RT replied back to me in the email


 http://rt.mydomain.com/ticket/SelfService/Display.html?id=139user=reques...@email.compass=


 there was no password


 FYI the Auto generation script has no effect here as the requestor is an
 existing email address

 so the


 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$pass}


 line is outside the password auto genrating script.

 I believe the $pass parameter has something to do with the script but it is
 not being understood as the line I used is not within that part of the
 script.





 On 30/08/2010, at 7:48 PM, Torsten Brumm wrote:

 OK, the mail sent out, does it have the password posted?

 Is this the correct link you created?

 http://rt.mydomain.com/ticket/SelfService/Display.html?id=139user=reques...@email.compass=

 Or like this?

 http://rt.mydomain.com/ticket/SelfService/Display.html?id=139user=reques...@email.compass=
 $pass

 ??
 2010/8/30 Codatel Lists li...@codatel.com.au

 I have tried that and I get the following result.

 The password is blank


 http://rt.mydomain.com/ticket/SelfService/Display.html?id=139user=reques...@email.compass=

 On 30/08/2010, at 7:38 PM, Torsten Brumm wrote:

 Hi,
 looks like we didn't talked about the same...

 You like to do this:


 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}

 No idea what is stored here: $Transaction-CreatorObj-__Value('Password'
 but from the output you sent, it looks like the md5 of the password:

 You should try this:


 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$pass}

 inside $pass you sent out the plain text password and i think, the login
 method with the link will also have the plaintext pass.

 Torsten
 2010/8/29 Codatel Lists li...@codatel.com.au

 I am trying to setup my autoreply so that it has a direct link for the
 requestor to click and he can be logged straight into the RT.
 I am new to the eco system and have been playing around with it over the
 past few days.
 Ive hit a roadblock and am hoping someone can help me out.

 I have inserted the following into the autoreply template


 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}


 It almost works perfectly except for the fact that the password actually
 goes out encrypted and is pretty useless.

 this is the link that the requestor gets back



 http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138user=reques...@email.compass=091128365216c001205810ed3po175fbhttp://rt.mydoman.com/ticket/SelfService/Display.html?id=138user=reques...@email.compass=091128365216c001205810ed3po175fb



 Below is my entire template.


 Can someone please let me know how I am able to send a clickable link
 with every autoreply that will take the requestor straight to the ticket on
 the web.

 Subject: AutoReply: {$Ticket-Subject}


 Greetings,

 This message has been automatically generated in response to the
 creation of a helpdesk call:

 {$Ticket-Subject()},

 a summary of which appears below.

 There is no need to reply to this message right now. Your ticket has been
  assigned an ID of [{$rtname} #{$Ticket-id()}]. Please include this
 string
 in the subject line of all future correspondence about this issue.

 {
 *RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;


 if (($Transaction-CreatorObj-id != $RT::Nobody-id) 
 (!$Transaction-CreatorObj-Privileged) 
 ($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
 ) {



 my $user = RT::User-new($RT::SystemUser);
 $user-Load($Transaction-CreatorObj-Id);
 my ($stat, $pass) = $user-SetRandomPassword();



 if (!$stat) {
 $OUT .=

 An internal error has occurred. RT was not able to set a password for
 you.
 Please contact your local RT administrator for assistance.;


 }


 $OUT .= 
 You can check the current status and history of your requests at:


 .$RT::WebURL.


 When prompted, enter the following username and password:


 Username: .$user-Name.
 Password: .$pass.

 ;
 }
 }

 {$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}

 Thank you.
 {$Ticket-QueueObj-CorrespondAddress()}


 -
 {$Transaction-Content()}


 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT

Re: [rt-users] CLI create with Custom Fields again

2010-08-27 Thread Torsten Brumm

Hi Ingo,
if i'm not 100% wrong, the cli is using the same methods like offline edits
and there you can do:

===Create-Ticket: ticket1
Queue: General
Subject: a subject
Status: new
Due: -mm-dd hh:mm:ss
Starts: -mm-dd hh:mm:ss
Started: -mm-dd hh:mm:ss
Resolved:
Owner: name
Requestor: mail
Cc: mail
AdminCc: mail
TimeWorked: value
TimeEstimated: value
TimeLeft: value
InitialPriority: value
FinalPriority: value
DependsOn: id
RefersTo: id
ReferredToBy: id
Children: id
DependedOnBy: id
Parents: id
*CustomField-FieldName: Value*
Content:
Some text content
ENDOFCONTENT

But not checked out at the moment, just drop a mail if you need more help

Torsten from rainy town

2010/8/26 ingo.it...@ages.de


 Hello,

 i searched the whole Mailinglist for a correct syntax to ceate a new ticket
 via CLI with an custom Field.
 I try to create an Ticket with the CustomField named Server and the value
 FILESRV01



 Have anyone please an example for me ?


 Thanks and Greetings from Germany

 Ingo von Itter
 Ratingen/Gemany

 PS: Have anyone a link or documentation about RT in German ?
 War ja nur ne Frage 



 ___
 Geschäftsführer: Rolf Herzog, Thomas Benk
 AGES Maut System GmbH  Co. KG
 AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868
 AGES International GmbH  Co. KG
 AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831
 AGES ETS GmbH
 AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134

 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] CLI create with Custom Fields again

2010-08-26 Thread Torsten Brumm

Hi Ingo,
not 100% sure at the moment, but i think, you can use it in the same way
like you do it with the offline edit. can sent you tomorrow an example

Torsten (Greetings from Hamburg)

2010/8/26 ingo.it...@ages.de


 Hello,

 i searched the whole Mailinglist for a correct syntax to ceate a new ticket
 via CLI with an custom Field.
 I try to create an Ticket with the CustomField named Server and the value
 FILESRV01


 Have anyone please an example for me ?


 Thanks and Greetings from Germany

 Ingo von Itter
 Ratingen/Gemany

 PS: Have anyone a link or documentation about RT in German ?
 War ja nur ne Frage 



 ___
 Geschäftsführer: Rolf Herzog, Thomas Benk
 AGES Maut System GmbH  Co. KG
 AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868
 AGES International GmbH  Co. KG
 AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831
 AGES ETS GmbH
 AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134

 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Modify spreadsheet

2010-08-25 Thread Torsten Brumm

Oups, it is slightly outdated since 4 Years?!?

2010/8/25 Raed El-Hames raed.el-ha...@vialtus.com

 Hi;

 Its probably easier to install the ConciseSpreadsheet extension:
 http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/

 It allows you to export your search results (whatever fields selected for
 the search display columns) into a spreadsheet

 Roy

  -Original Message-
  From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
  boun...@lists.bestpractical.com] On Behalf Of Sysadmin
  Sent: 24 August 2010 21:14
  To: rt-users@lists.bestpractical.com
  Subject: [rt-users] Modify spreadsheet
 
  Is it possible to modify the fields included in spreadsheet output? I
  would like to exclude some of the existing fields and include some data
  from some CF.
 
  Thanks,
 
  David
  System Admin
  RNS
 
  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 Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Modify spreadsheet

2010-08-25 Thread Torsten Brumm

Hi Raed,
no, there isn't :-(

Torsten

2010/8/25 Raed El-Hames raed.el-ha...@vialtus.com

  Torsten;



 Are you saying there Is a newer version ??



 I Can’t find it ??



 I know that version 002 works with RT 3.8.7/.8 – I had to fix a couple of
 bugs , in particular when the result set include custom fields.



 Roy



 *From:* Torsten Brumm [mailto:torsten.br...@googlemail.com]
 *Sent:* 25 August 2010 12:11
 *To:* Raed El-Hames
 *Cc:* Sysadmin; rt-users@lists.bestpractical.com
 *Subject:* Re: [rt-users] Modify spreadsheet



 Oups, it is slightly outdated since 4 Years?!?

 2010/8/25 Raed El-Hames raed.el-ha...@vialtus.com

 Hi;

 Its probably easier to install the ConciseSpreadsheet extension:
 http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/http://search.cpan.org/%7Ejesse/RT-View-ConciseSpreadsheet-0.002/

 It allows you to export your search results (whatever fields selected for
 the search display columns) into a spreadsheet

 Roy


  -Original Message-
  From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
  boun...@lists.bestpractical.com] On Behalf Of Sysadmin
  Sent: 24 August 2010 21:14
  To: rt-users@lists.bestpractical.com
  Subject: [rt-users] Modify spreadsheet
 
  Is it possible to modify the fields included in spreadsheet output? I
  would like to exclude some of the existing fields and include some data
  from some CF.
 
  Thanks,
 
  David
  System Admin
  RNS
 
  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 Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




 --
 MFG

 Torsten Brumm

 http://www.brumm.me
 http://www.elektrofeld.de




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Extensions

2010-08-25 Thread Torsten Brumm

Which version you installed from QueueDeactivatedScrp? The one from github?

2010/8/25 Sysadmin sysad...@ruralnetwork.net

 Is there an Extension compatibility list around. I recently installed the
 QueueDeactivatedScrip which work very well, then installed the
 EmailCompletion extention which also works well only to find that my
 QueueDeactivatedScrip no longer worked. I there anyway of determining
 compatibility between extensions?  or is it mostly trial and error? How do
 troubleshoot a broken Extension?

 Thanks,

 David
 System Admin
 RNS

 Running RT 3.8.7

 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] AssetTracker.

2010-08-17 Thread Torsten Brumm

Hi Mark,
you should wait, Todd is working on a new release, working fine under 3.8.x

Torsten

2010/8/17 Mark Jenks mark.je...@iodincorporated.com

  I am running RT-3.8.8 and AT-1.2.4b1 and am having some problems.



 First off, not everyone can create assets.  Some people get “Asset could
 not be created due to an internal error”.  What can I look at?



 Also, I installed the AT-Shedder, but it doesn’t seem to be working with
 the RTx shredder.



 Am I missing something?



 

 Mark Jenks

 Network Administrator

 *iod incorporated*

 mark.je...@iodincorporated.com

 920-406-3702


  CONFIDENTIALITY NOTICE: The information contained in this email message,
 including any attachments, may be privileged, confidential and otherwise
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http://www.brumm.me
http://www.elektrofeld.de

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Re: [rt-users] Changed stalled status

2010-08-16 Thread Torsten Brumm

Hmm, on 3.8.x not so far i know, it uses @ActiveStatus instead of each
single status

Btw: Have you changed it inside a new installation? Or did you already have
content inside?

Another, possible better idea would be to change it inside the
translations?!?

2010/8/16 David Allwein sysad...@ruralnetwork.net

 Anyone know how to change stalled status. would like to change to pending.
 Would need to change on quick search displayed on RT at a glance as well.

 Thanks,

 David
 Sysadmin
 RNS


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http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Using the Timeline Extension to help in scheduling tickets

2010-08-13 Thread Torsten Brumm

Looks nice, but why not using the perfect RT-Extension-JSGantt ? from github

2010/8/13 john habermann john.haber...@gmail.com

 Hi

 If anyone is interested I have added a page to the RT wiki which describes
 how I to use the timeline module to display the Start and Due date of
 tickets in constructing the ticket timeline. This makes it a useful tool in
 helping to schedule your workload in rt a somewhat similar view to what a
 Gantt chart might give you. The page is at
 http://wiki.bestpractical.com/view/TimelineStartDue

 cheers

 John


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MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Scrip assigning owner based on Subject or Body

2010-08-12 Thread Torsten Brumm

Try this: http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject

2010/8/11 Jonathan Rummel jrum...@imapp.com


 Hi all,

 All I want to do is assign owner 'jrummel' to a ticket if the word 'Banner'
 or 'Tips' appears anywhere in the Subject or Body when the ticket is
 created.  Can anyone help me out with the code for this please?

 Thanks!
 Jonathan

 RT 3.6.5 MySQL
 --
 View this message in context:
 http://old.nabble.com/Scrip-assigning-owner-based-on-Subject-or-Body-tp29411576p29411576.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.

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Re: [rt-users] Custom Fields in Scripts and Templates

2010-08-12 Thread Torsten Brumm

Start reading here:

http://wiki.bestpractical.com/view/OnCreateCheckCF
http://wiki.bestpractical.com/view/OnCreateCheckCF
http://wiki.bestpractical.com/view/DefaultCustomFieldValue
http://wiki.bestpractical.com/view/DefaultCustomFieldValue
http://wiki.bestpractical.com/view/CreatePriorityBasedOnCustomFieldValues
http://wiki.bestpractical.com/view/CreatePriorityBasedOnCustomFieldValues
http://wiki.bestpractical.com/view/AddCustomFieldsValuesToMail
http://wiki.bestpractical.com/view/AddCustomFieldsValuesToMail
http://wiki.bestpractical.com/view/AddCustomFieldstoTemplates

http://wiki.bestpractical.com/view/AddCustomFieldstoTemplatesThere are
more examples under: http://wiki.bestpractical.com/view/Contributions

http://wiki.bestpractical.com/view/ContributionsHave fun.

2010/8/11 Sysadmin sysad...@ruralnetwork.net

 What is the correct syntax for inserting custom field data into scripts and
 templates? We have a service queue with a custom field (type of ticket =
 locate or repair).
 So, I want to create a script to read the type of ticket then dispatch an
 email with custom field data inserted in the email i.e. Service # Account#
 etc.

 Thanks,

 David
 System Admin
 RNS
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http://www.brumm.me
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Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Attaching objects from RTFM article

2010-08-11 Thread Torsten Brumm

It is Not possible. Only Text at the moment.

Am 11.08.2010 14:36 schrieb benoit plessis plessis.ben...@gmail.com:

Hi,

Say you have a FAQ entry with a pdf file attached, would it be
possible that the include of the rtfm article in the reply
also include the pdf file, and not only his name ?

regards
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Re: [rt-users] How to limit a scrip per queue

2010-08-11 Thread Torsten Brumm

Hi John,
there are several methods, first (and most painfull) is to deactivate all
global scrips and define all again on queue level, second and my preferred
is Dirk Papes HideGlobalScrips (Search inside the wiki) this is running nice
under RT 3.6.x for RT 3.8.x you can find at github (
http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips) the same
solution ported to 3.8

2010/8/11 John BORIS jbo...@adphila.org

 Is there a way to limit one of the default scrips to not to act on a
 queue? There are two default scrips that act on ticket creation.  #4 and
 #5.  At least I think they are defaults as I don't remember creating
 these since they don't have a description.  I would like to disable one
 of them as it is redundant.

 Also along those lines if you want a global script to work for all
 queues except maybe a few is there a way to add that condition?

 All pointers to the Wiki or docs will be accepted.

 I am using RT 3.6.6

 TIA

 John J. Boris, Sr.
 JEN-A-SyS Administrator
 Archdiocese of Philadelphia
 Remember! That light at the end of the tunnel
 Just might be the headlight of an oncoming train!
 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Batch user import?

2010-08-03 Thread Torsten Brumm

Have look onto this tiny piece of code...

createuser.pl

#!/usr/bin/perl
use strict;
use warnings;

BEGIN { die You must define \$RT_HOME\n
  unless exists $ENV{RT_HOME} };
use lib $ENV{RT_HOME}/lib;

use RT;
RT::LoadConfig();
RT::Init();

use RT::Interface::CLI qw(GetCurrentUser loc);
use RT::Tickets;

my $CurrentUser = GetCurrentUser();
die loc(No RT user found.\n) unless ($CurrentUser-Id);
die We need exactly 2 Arguments, Name  Email\n unless ($#ARGV==1);
my $UserName=shift @ARGV;
my $Email=shift @ARGV;
my $User = RT::User-new($CurrentUser);
my
($id,$Message)=$User-Create(Name=$UserName,EmailAddress=$Email,Privileged=1,Password='apassword');
if ($id){
print $Message.\n;
}
else{
printThis is a error!\n$Message\n;
}

triggered from a shell script like these:

#!/bin/bash
export RT_HOME=/opt/rt3
P1=/opt/rt3/local/bin/
U1=/opt/rt3/local/bin/userlist

while read zeile; do
set -- $zeile
echo Bearbeite User: $1 $2
/usr/bin/perl ${P1}creatertuser.pl $1 $2
done$U1

you need a csv file called userlist with the needed values.

2010/8/3 Carol Sabbar csab...@carthage.edu

 Checking to see if my messages are going through.  I have asked this
 question twice and haven't seen my question go out or any answers to it.
 Please!  Need help!


 -- Forwarded message --
 From: Carol Sabbar csab...@carthage.edu
 Date: Thu, Jul 29, 2010 at 9:42 AM
 Subject: Batch user import?
 To: rt-users rt-users@lists.bestpractical.com


 I'd like to import users into Request Tracker from a CSV or similar file.
 I found some info on gossamer, but not enough to get a working solution.
 Any really practical solutions are really appreciated.

 --
 Carol Sabbar
 Director of Information Services
 Carthage College
 csab...@carthage.edu



 --
 Carol Sabbar
 Director of Information Services
 Carthage College
 csab...@carthage.edu


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Setting up approvals....

2010-08-03 Thread Torsten Brumm

Start reading here:
http://wiki.bestpractical.com/view/ApprovalCreation
http://wiki.bestpractical.com/view/ManualApprovals

2010/8/3 Gary Greene ggre...@minervanetworks.com

 Can someone point me to documentation on how to set up the approval system
 in RT?

 --
 Gary L. Greene, Jr.
 IT Operations
 Minerva Networks, Inc.
 Cell:  (650) 704-6633
 Phone: (408) 240-1239


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Setting RT to gather stats and bill for tickets

2010-08-02 Thread Torsten Brumm

Hi,
first have a look onto these both addons:

http://github.com/bestpractical/rt-extension-activityreports
http://github.com/bestpractical/rt-extension-activityreports
http://github.com/bestpractical/rt-extension-activityreports-billing

http://github.com/bestpractical/rt-extension-activityreports-billingThink
this is what you are looking for.
Torsten

2010/8/2 Paul Broadwith paul.broadw...@blueivy.co.uk

 I didn’t get any response to this – I’m assuming it’s either far too easy
 to do and I should know how to do it or it’s too complicated and nobody has
 done it …



 Can ANYBODY offer ANY suggestions at all or just a pointer in the right
 direction?



 Kind regards,



 Paul Broadwith (MBCS)

 Microsoft Certified Professional

 Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
 for 2010 and Microsoft Registered Partner

 [image: Description: blueivy_logo_emailsig.jpg]

 * *

 *Tel.:* 0845 862 0292

 *Web:* http://www.blueivy.co.uk





 *From:* rt-users-boun...@lists.bestpractical.com [mailto:
 rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Paul Broadwith
 *Sent:* 28 July 2010 20:03
 *To:* rt-users@lists.bestpractical.com
 *Subject:* [rt-users] Setting RT to gather stats and bill for tickets



 I’m hoping somebody can point me in the right direction or even better,
 somebody has already done this. I’ve been using RT for some time now (around
 a year) and started really using it heavily in the last 4 months. It’s
 great. I love it. But it’s Perl based and I’m not J



 What I want to do is effectively get RT to give me some stats on the type
 of tickets / comments that have been logged and what they are logged for. I
 want to also be able to flag each ticket response as billable or unbillable
 and be able to total it up (either manually or preferably automatically).



 I have clients on different contracts. Some get server work included, some
 server and workstations and some everything. Sometimes a ticket will include
 work on servers, workstations or other stuff.  When I do some work, I enter
 a comment about it and how long it took. What I want to do is enter a
 comment, flag whether it’s server, workstation, other or onsite work and
 whether it is billable or not. At the end of the month I would like to get a
 list of all the comments and group them by workstation / server etc. and say
 ‘this month we did 14 hours of work on servers, 52 on workstations’ …. Etc.
 etc. I could also then total all the billable work and invoice for that
 accordingly as each client has their own queue.



 I am about to look at Custom Fields in the hope it will help me, but before
 I do this would anybody be able to tell me if this is the way to go or if
 there is a better way to do it?



 Any help much appreciated. Thanks in advance.



 Kind regards,



 Paul Broadwith (MBCS)

 Microsoft Certified Professional

 Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
 for 2010 and Microsoft Registered Partner

 [image: Description: blueivy_logo_emailsig.jpg]

 * *

 *Tel.:* 0845 862 0292

 *Web:* http://www.blueivy.co.uk




 --

 Blue Ivy Limited is a limited company registered in Scotland. Company
 number: SC 221649. VAT number: GB 774 8460 88.
 Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

 This email and its attachments may be confidential and are intended solely
 for the use of the individual to whom it is addressed. Any views or opinions
 expressed are solely those of the author and do not necessarily represent
 those of Blue Ivy Ltd.

 If you are not the intended recipient of this email and its attachments,
 you must take no action based upon them, nor must you copy or show them to
 anyone.

 Please contact the sender if you believe you have received this email in
 error.
 --

 {Blue Ivy Ltd - ICT For Small Businesses}


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
image001.jpg
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Setting RT to gather stats and bill for tickets

2010-08-02 Thread Torsten Brumm

And yes, the rest i can find in your description sounds very much like
CustomFields.

Torsten

2010/8/2 Paul Broadwith paul.broadw...@blueivy.co.uk

 I didn’t get any response to this – I’m assuming it’s either far too easy
 to do and I should know how to do it or it’s too complicated and nobody has
 done it …



 Can ANYBODY offer ANY suggestions at all or just a pointer in the right
 direction?



 Kind regards,



 Paul Broadwith (MBCS)

 Microsoft Certified Professional

 Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
 for 2010 and Microsoft Registered Partner

 [image: Description: blueivy_logo_emailsig.jpg]

 * *

 *Tel.:* 0845 862 0292

 *Web:* http://www.blueivy.co.uk





 *From:* rt-users-boun...@lists.bestpractical.com [mailto:
 rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Paul Broadwith
 *Sent:* 28 July 2010 20:03
 *To:* rt-users@lists.bestpractical.com
 *Subject:* [rt-users] Setting RT to gather stats and bill for tickets



 I’m hoping somebody can point me in the right direction or even better,
 somebody has already done this. I’ve been using RT for some time now (around
 a year) and started really using it heavily in the last 4 months. It’s
 great. I love it. But it’s Perl based and I’m not J



 What I want to do is effectively get RT to give me some stats on the type
 of tickets / comments that have been logged and what they are logged for. I
 want to also be able to flag each ticket response as billable or unbillable
 and be able to total it up (either manually or preferably automatically).



 I have clients on different contracts. Some get server work included, some
 server and workstations and some everything. Sometimes a ticket will include
 work on servers, workstations or other stuff.  When I do some work, I enter
 a comment about it and how long it took. What I want to do is enter a
 comment, flag whether it’s server, workstation, other or onsite work and
 whether it is billable or not. At the end of the month I would like to get a
 list of all the comments and group them by workstation / server etc. and say
 ‘this month we did 14 hours of work on servers, 52 on workstations’ …. Etc.
 etc. I could also then total all the billable work and invoice for that
 accordingly as each client has their own queue.



 I am about to look at Custom Fields in the hope it will help me, but before
 I do this would anybody be able to tell me if this is the way to go or if
 there is a better way to do it?



 Any help much appreciated. Thanks in advance.



 Kind regards,



 Paul Broadwith (MBCS)

 Microsoft Certified Professional

 Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
 for 2010 and Microsoft Registered Partner

 [image: Description: blueivy_logo_emailsig.jpg]

 * *

 *Tel.:* 0845 862 0292

 *Web:* http://www.blueivy.co.uk




 --

 Blue Ivy Limited is a limited company registered in Scotland. Company
 number: SC 221649. VAT number: GB 774 8460 88.
 Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

 This email and its attachments may be confidential and are intended solely
 for the use of the individual to whom it is addressed. Any views or opinions
 expressed are solely those of the author and do not necessarily represent
 those of Blue Ivy Ltd.

 If you are not the intended recipient of this email and its attachments,
 you must take no action based upon them, nor must you copy or show them to
 anyone.

 Please contact the sender if you believe you have received this email in
 error.
 --

 {Blue Ivy Ltd - ICT For Small Businesses}


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
image001.jpg
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] I am not content with the name StealTicket

2010-08-02 Thread Torsten Brumm

:-) 100% ack.

Am 2010 8 2 16:26 schrieb Jim Tambling jim.tambl...@datatote.co.uk:
 Sorry if I appear to be dismissive of you remarks, but WTF!!?? People
 like you who try to change established methods/semantics/ways of
 life/etc to make them comply with their narrow-minded set of moral
 practices are making the world we live in one of pathetic situations
 where for example, my son can not take out Little Red Riding Hood out of
 the school library because it might upset him due to its violent
 content. If you don't like the term steal, change it on your
 particular instance of RT but leave the rest of the world alone! I for
 one am happy with stealing tickets of my colleagues to work on them.
 And regarding the ConfiscateTicket right, it just goes to show what
 sort of bigoted individual you are. Trying to enter in to a dialog about
 religious beliefs and what is right and wrong on a technical forum is
 pathetic, and I feel deeply saddened by having to stoop to your level,
 but at the same time I was not going to let the above go unsaid.

 Good day to you.

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wolfram
 Huettermann
 Sent: 02 August 2010 14:54
 To: rt-users@lists.bestpractical.com
 Subject: [rt-users] I am not content with the name StealTicket

 Hello,

 everybody using RT properly knows the right StealTicket in order to take

 a ticket over. As a believing Christian, I am not content with that
 name as I do not want to steal anything. It is better to name that right

 TakeTicketOver, so it is granted that the user takes a ticket over
 with permission of the user.

 By the RT should create a new right called ConfiscateTicket, that the
 means that user can confiscate a ticket. Such a right is very useful if
 the ticket contains racial or pornographic content.

 Greetings,

 Wolfram


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com

 No virus found in this incoming message.
 Checked by AVG - www.avg.com
 Version: 9.0.851 / Virus Database: 271.1.1/3044 - Release Date: 08/01/10
 19:40:00

 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

[rt-users] Query Builder Result Page - Clickable CustomField Link

2010-08-02 Thread Torsten Brumm

Hi RT Users,
i have a question regarding CustomFields of Type Upload On File. If i create
a query and at the output i let display RT the Content of this Field, i get
a the Name of the Attached File, so far so good.

But now i like to direct link this as downloadable link, is there any way to
do this?

-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Going crazy with RT 3.8 and Timezones for Display Dates

2010-07-01 Thread Torsten Brumm

Hi Chris,
this i already tried. The problem is more that the timezone offset is only
for display, not for calculation used (so far i figured already) and i have
really no idea how to fix it. one possible way could be:

1. If a user is entering this fields, check the users timezone and use the
offset to work with the utc values...

i will play around a little more...

Torsten

2010/7/1 Christian Loos cl...@netcologne.de

 Hi Torsten,

 try this:

 my $DUEDATE = $self-TicketObj-FirstCustomFieldValue('Date');
 my $DUETIME = $self-TicketObj-FirstCustomFieldValue('Time');
 my $DUE = $DUEDATE. .$DUETIME;
 my $DATE = RT::Date-new( $session{'CurrentUser'} );
 $DATE-Set(
Format = 'unknown',
Value = $DUE,
Timezone = 'UTC',
 );
 $self-TicketObj-SetDue( $DATE-ISO );
 return 1;

 Chris

 Am 30.06.2010 18:44, schrieb Torsten Brumm:
  Hi RT Users,
  since we are planing our RT 3.8 migration, we are cross checking all our
  scrips and some scrips with time calculaltions driving me mad.
 
  Example from RT 3.6.x
 
  We have two CF's: Date and the other Time
 
  CF.Date
  CF.Time
 
  The user is entering the date and the time in utc normally - our RT is
  running in UTC
 
  Then i have a tiny scrip:
 
  my $DUEDATE = $self-TicketObj-FirstCustomFieldValue('Date');
  my $DUETIME = $self-TicketObj-FirstCustomFieldValue('Time');
  my $DUE = $DUEDATE. .$DUETIME;
  $self-TicketObj-SetDue($DUE);
  return 1;
 
  Under RT 3.6. RT was setting this simply to the entered values, all was
  fine.
 
  Now with RT 3.8 RT the user is able to enter his timezone offset for
  Display and RT is adding the Timezone Difference to this value.
 
  Any hints how to prevent this? or to make sure to get the correct value,
  entered by the user?
 
  Torsten
 
 
  --
  MFG
 
  Torsten Brumm
 
  http://www.brumm.me
  http://www.elektrofeld.de
 
 
 
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

[rt-users] Going crazy with RT 3.8 and Timezones for Display Dates

2010-06-30 Thread Torsten Brumm

Hi RT Users,
since we are planing our RT 3.8 migration, we are cross checking all our
scrips and some scrips with time calculaltions driving me mad.

Example from RT 3.6.x

We have two CF's: Date and the other Time

CF.Date
CF.Time

The user is entering the date and the time in utc normally - our RT is
running in UTC

Then i have a tiny scrip:

my $DUEDATE = $self-TicketObj-FirstCustomFieldValue('Date');
my $DUETIME = $self-TicketObj-FirstCustomFieldValue('Time');
my $DUE = $DUEDATE. .$DUETIME;
$self-TicketObj-SetDue($DUE);
return 1;

Under RT 3.6. RT was setting this simply to the entered values, all was
fine.

Now with RT 3.8 RT the user is able to enter his timezone offset for Display
and RT is adding the Timezone Difference to this value.

Any hints how to prevent this? or to make sure to get the correct value,
entered by the user?

Torsten


-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT Mobile for iPhone

2010-06-24 Thread Torsten Brumm

And here! Please, one for the Androids

2010/6/25 Paul paul.crove...@gmail.com

 Same here.

 Paul

 On 06/24/2010 03:03 PM, Ariel Saia wrote:
  I would love to see an Android version :)
 
  Ariel
 
 
  -Original Message-
  From: rt-users-boun...@lists.bestpractical.com [mailto:
 rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin Collins
  Sent: Thursday, June 24, 2010 3:57 PM
  To: rt-users@lists.bestpractical.com
  Subject: [rt-users] RT Mobile for iPhone
 
  This is an RT client for iPhone. Check it out if your interested.
 
  http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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[rt-users] Help and Ideas needed for a special setup

2010-06-24 Thread Torsten Brumm

Hi,
today i got a request from a department, they need the following Setup:

1. Queue
2. 10 possible Ticket Owners

They like to have the ticket given to the owners automatically by a round
robin mechanism. I have no idea at the moment how to do this. Any hints or
ideas?

Thanks
Torsten

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Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with RT3.8.7

2010-06-21 Thread Torsten Brumm

Hmm, ok, have you checked, that it is really installed under /opt/rt3 ?

2010/6/21 Alan Yuen a...@securematics.com

 Hi,

 There is a /var/cache/rt3/mason_data/obj directory, and there is nothing in
 it, and I have also restarted the httpd service, and it is still the same.

 Yes, I think it is placed in /opt/rt3 with Yum, it does have etc/ lib/ po/
 sbin/ and share/ subdirectories in it.

 Any suggestion/help is greatly appreciated.

 Rgds,
 Alan


 
 From: Torsten Brumm [mailto:torsten.br...@googlemail.com]
 Sent: Saturday, June 19, 2010 2:28 PM
 To: Alan Yuen
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
 RT3.8.7

 OK, have you tried to clean the mason cache and restart apache?

 Another point: i'm not sure where RT is installed via yum, is it placed in
 /opt/rt3 ?? or somewhere else?

 Torsten
 2010/6/18 Alan Yuen a...@securematics.com
 Hi,

 I am a newbie to RT, so any help is appreciated.
 I installed RT the lazy way, running Fedora 13, I just yum install RT, RT
 is up and working in no time.

 Then I did svn checkout
 http://ass-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1;, got the beta
 source to AT, followed all the steps in README.

 Everything seems to be ok, rebooted Fedora 13, however I don't see anything
 change in RT (ie didn't add Asset under Tools).  Am I missing
 something?

 Here is what happened in make install:

 [r...@localhost 1.2.4b1]# make install
 mkdir -p //opt/rt3/etc/AssetTracker/
 cp etc/AssetTracker/AT_Config.pm //opt/rt3/etc/AssetTracker/AT_Config.pm
 [ -f //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm ] || cp
 etc/AssetTracker/AT_SiteConfig.pm
 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
 chgrp rt //opt/rt3/etc/AssetTracker/AT_Config.pm
 chown root //opt/rt3/etc/AssetTracker/AT_Config.pm
 chgrp rt //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
 chown root //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
 Installed configuration. about to install at in
 for dir in `cd ./lib/  find . -type d -print`; do \
  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/lib/$dir ; \
done
 for f in `cd ./lib/  find . -type f -name \*.pm -print`; do \
  /bin/sh ./install-sh -c  -m 0644 lib/$f  /opt/rt3/lib/$f ; \
done
 for dir in `cd ./html/  find . -type d -print`; do \
  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/share/html/$dir ; \
done
 for f in `cd ./html/  find . -type f -print`; do \
  /bin/sh ./install-sh -c  -m 0644 html/$f
 /opt/rt3/share/html/$f ; \
done
 for dir in `cd ./po/  find . -type d -print`; do \
  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/po/$dir ; \
done
 for f in `cd ./po/  find . -type f -print`; do \
  /bin/sh ./install-sh -c  -m 0644 po/$f  /opt/rt3/po/$f ; \
done
 mkdir -p -m 0755 /opt/rt3/sbin/;
 for dir in `cd ./sbin/  find . -type d -print`; do \
  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/sbin//$dir ; \
done
 for f in `cd ./sbin/  find . -type f -print`; do \
  /bin/sh ./install-sh -c  -m 0644 sbin/$f  /opt/rt3/sbin//$f ; \
done
 mkdir -p //opt/rt3/etc/AssetTracker/
 cp -rp \
etc/AssetTracker/acl.* \
etc/AssetTracker/initialdata \
etc/AssetTracker/schema.* \
etc/AssetTracker/drop_* \
etc/AssetTracker/upgrade \
//opt/rt3/etc/AssetTracker/
 # Make the libraries readable
 #chmod 0755 /
 chown -R root //opt/rt3/lib
 chgrp -R bin //opt/rt3/lib
 chmod -R  u+rwX,go-w,go+rX  //opt/rt3/lib
 chmod 0755 //opt/rt3/etc/AssetTracker/
 chmod 0500 //opt/rt3/etc/AssetTracker//*
 #TODO: the config file should probably be able to have its
 # owner set separately from the binaries.
 chown -R root //opt/rt3/etc/AssetTracker/
 chgrp -R rt //opt/rt3/etc/AssetTracker/
 chmod 0554 //opt/rt3/etc/AssetTracker/AT_Config.pm
 chmod 0554 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
 # Make the web ui readable by all.
 chmod -R  u+rwX,go-w,go+rX  //opt/rt3/share/html
 chown -R root  //opt/rt3/share/html
 chgrp -R bin  //opt/rt3/share/html
 make dropdb.`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
 RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseType`
 make[1]: Entering directory `/root/1.2.4b1'
 mysql   `/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
 RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseName` -u root -p 
 etc/AssetTracker/drop_schema.mysql
 Enter password:
 make[1]: Leaving directory `/root/1.2.4b1'
 /usr/bin/perl /opt/rt3/sbin//at-setup-database --action init --datadir
 ./etc/AssetTracker/ --dba root --prompt-for-dba-password
 Name RT::DatabaseHost used only once: possible typo at
 /opt/rt3/sbin//at-setup-database line 221.
 In order to create or update your RT database,this script needs to connect
 to your mysql instance on localhost as root.
 Please specify that user's database password below. If the user has no
 database

Re: [rt-users] Setting LastUpdatedBy in a scrip

2010-06-19 Thread Torsten Brumm

I have no idea about your scrip, but in most cases you can use
RecordTransaction=0 (search the wiki for correct syntax)

Torsten

2010/6/19 Jason Maderios jmader...@kpu.net

  All,

 I have scrips that update information in custom fields on each transaction
 on a ticket.

 The scrips work great however they always set LastUpdatedBy to RT_System.
 How can I set the LastUpdatedBy to the actual user working the ticket at the
 end of the scrip?

 Regards,

 Jason Maderios


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Setting LastUpdatedBy in a scrip

2010-06-19 Thread Torsten Brumm

From wiki: http://wiki.bestpractical.com/view/WriteCustomActionHow to be
silent

Now you put SetXxxx calls all over the places in RT and suddenly note that
strange transactions appear in tickets. They have creator
RT_Systemhttp://wiki.bestpractical.com/view/RT_Systemand describe
what you've done with your scrips. Sometimes it's better to be
silent and not mislead users. These transactions also go through the steps
described earlier and could trigger some conditions too. *Just use the long
form of SetXxx functions:*

$TicketObj-_Set(Field = 'Priority', Value = 90, RecordTransaction = 0);

Could work this way!

Torsten

2010/6/19 Jason Maderios jmader...@kpu.net

  I tried that


 my ( $st, $msg ) = $self-TicketObj-SetSubject (\($cftype - $cfphone\)
 $csubj, RecordTransaction = 0 );

 But I still get:

 Sat Jun 19 11:57:25 2010 The RT System itself - Subject changed from (no
 value) to '( DSL- 5551212) '

 For some reason the transaction still shows up



  *From:* Torsten Brumm torsten.br...@googlemail.com
 *Sent:* Saturday, June 19, 2010 11:07 AM
 *To:* Jason Maderios jmader...@kpu.net
 *Cc:* rt-users@lists.bestpractical.com
 *Subject:* Re: [rt-users] Setting LastUpdatedBy in a scrip

 I have no idea about your scrip, but in most cases you can use
 RecordTransaction=0 (search the wiki for correct syntax)

 Torsten

 2010/6/19 Jason Maderios jmader...@kpu.net

  All,

 I have scrips that update information in custom fields on each transaction
 on a ticket.

 The scrips work great however they always set LastUpdatedBy to RT_System.
 How can I set the LastUpdatedBy to the actual user working the ticket at the
 end of the scrip?

 Regards,

 Jason Maderios


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




 --
 MFG

 Torsten Brumm

 http://www.brumm.me
 http://www.elektrofeld.de


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with RT3.8.7

2010-06-19 Thread Torsten Brumm

OK, have you tried to clean the mason cache and restart apache?

Another point: i'm not sure where RT is installed via yum, is it placed in
/opt/rt3 ?? or somewhere else?

Torsten

2010/6/18 Alan Yuen a...@securematics.com

 Hi,

 I am a newbie to RT, so any help is appreciated.
 I installed RT the lazy way, running Fedora 13, I just yum install RT, RT
 is up and working in no time.

 Then I did svn checkout
 http://ass-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1;, got the beta
 source to AT, followed all the steps in README.

 Everything seems to be ok, rebooted Fedora 13, however I don't see anything
 change in RT (ie didn't add Asset under Tools).  Am I missing
 something?

 Here is what happened in make install:

 [r...@localhost 1.2.4b1]# make install
 mkdir -p //opt/rt3/etc/AssetTracker/
 cp etc/AssetTracker/AT_Config.pm //opt/rt3/etc/AssetTracker/AT_Config.pm
 [ -f //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm ] || cp
 etc/AssetTracker/AT_SiteConfig.pm
 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
 chgrp rt //opt/rt3/etc/AssetTracker/AT_Config.pm
 chown root //opt/rt3/etc/AssetTracker/AT_Config.pm
 chgrp rt //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
 chown root //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
 Installed configuration. about to install at in
 for dir in `cd ./lib/  find . -type d -print`; do \
  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/lib/$dir ; \
done
 for f in `cd ./lib/  find . -type f -name \*.pm -print`; do \
  /bin/sh ./install-sh -c  -m 0644 lib/$f  /opt/rt3/lib/$f ; \
done
 for dir in `cd ./html/  find . -type d -print`; do \
  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/share/html/$dir ; \
done
 for f in `cd ./html/  find . -type f -print`; do \
  /bin/sh ./install-sh -c  -m 0644 html/$f
 /opt/rt3/share/html/$f ; \
done
 for dir in `cd ./po/  find . -type d -print`; do \
  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/po/$dir ; \
done
 for f in `cd ./po/  find . -type f -print`; do \
  /bin/sh ./install-sh -c  -m 0644 po/$f  /opt/rt3/po/$f ; \
done
 mkdir -p -m 0755 /opt/rt3/sbin/;
 for dir in `cd ./sbin/  find . -type d -print`; do \
  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/sbin//$dir ; \
done
 for f in `cd ./sbin/  find . -type f -print`; do \
  /bin/sh ./install-sh -c  -m 0644 sbin/$f  /opt/rt3/sbin//$f ; \
done
 mkdir -p //opt/rt3/etc/AssetTracker/
 cp -rp \
etc/AssetTracker/acl.* \
etc/AssetTracker/initialdata \
etc/AssetTracker/schema.* \
etc/AssetTracker/drop_* \
etc/AssetTracker/upgrade \
//opt/rt3/etc/AssetTracker/
 # Make the libraries readable
 #chmod 0755 /
 chown -R root //opt/rt3/lib
 chgrp -R bin //opt/rt3/lib
 chmod -R  u+rwX,go-w,go+rX  //opt/rt3/lib
 chmod 0755 //opt/rt3/etc/AssetTracker/
 chmod 0500 //opt/rt3/etc/AssetTracker//*
 #TODO: the config file should probably be able to have its
 # owner set separately from the binaries.
 chown -R root //opt/rt3/etc/AssetTracker/
 chgrp -R rt //opt/rt3/etc/AssetTracker/
 chmod 0554 //opt/rt3/etc/AssetTracker/AT_Config.pm
 chmod 0554 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
 # Make the web ui readable by all.
 chmod -R  u+rwX,go-w,go+rX  //opt/rt3/share/html
 chown -R root  //opt/rt3/share/html
 chgrp -R bin  //opt/rt3/share/html
 make dropdb.`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
 RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseType`
 make[1]: Entering directory `/root/1.2.4b1'
 mysql   `/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
 RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseName` -u root -p 
 etc/AssetTracker/drop_schema.mysql
 Enter password:
 make[1]: Leaving directory `/root/1.2.4b1'
 /usr/bin/perl /opt/rt3/sbin//at-setup-database --action init --datadir
 ./etc/AssetTracker/ --dba root --prompt-for-dba-password
 Name RT::DatabaseHost used only once: possible typo at
 /opt/rt3/sbin//at-setup-database line 221.
 In order to create or update your RT database,this script needs to connect
 to your mysql instance on localhost as root.
 Please specify that user's database password below. If the user has no
 database
 password, just press return.

 Password:
 Now populating AssetTracker database schema.
 Creating database schema.
 Done setting up database schema.
 Now inserting AssetTracker database ACLs
 Done setting up database ACLs.
 Now inserting AssetTracker data
 Creating Superuser  ACL...done.
 Creating groups...141.142.done.
 Creating types...1.done.
 Creating ACL...That principal already has that right.done.
 Done setting up database content.
 [r...@localhost 1.2.4b1]#


 Thanks.

 Rgds,
 Alan




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MFG

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http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials

Re: [rt-users] Modify Side Bar

2010-06-16 Thread Torsten Brumm

Hi,
you should read this wiki article:
http://wiki.bestpractical.com/view/CustomizingWithCallbacks

http://wiki.bestpractical.com/view/CustomizingWithCallbacksWhat you need
is a Callback for the Tabs File.

Torsten

2010/6/16 Guy Baxter gbax...@blackpoolsixth.ac.uk

 Is it possible to add a link to the My Day feature on the sidebar for
 everyone?

 I've looked at all of the HTML files in /opt/rt3/share/html but can't see
 anything obvious.

 Using RT3.8.8 on Fedora 12.

 Any help appreciated

 Thanks

 Guy.


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 the use of the individual to whom it is addressed. If you are not the
 intended recipient of this email and its attachments, you must take no
 action based upon them, nor must you copy or show them to anyone. Please
 contact the sender if you believe you have received this email in error.
  Emails are not secure and cannot be guaranteed to be free of errors or
 viruses.  It is your responsibility to scan emails and attachments for
 viruses before opening them.

 Any views or opinions expressed are solely those of the author and do not
 necessarily represent those of The Blackpool Sixth Form College.


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http://www.elektrofeld.de

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Re: [rt-users] 3.8.8 new install user creation error

2010-06-10 Thread Torsten Brumm

Hi Guy,
like the message says: ENTER THE CURRENT USERS PASSWORD: you are the Current
User, so enter your password followed by the new password.

Torsten

2010/6/10 Guy Baxter gbax...@blackpoolsixth.ac.uk

 Hi,

 I have installed RT 3.8.8 on fedora 12.

 I'm at the stage of adding users, i log in as root, go to users, create,
 create a user with username of test, set new password to test, and also
 verify it. When saving changes I get the following error:

 User created
 Please enter your current password. Password has not been set.
 A password was not set, so user won't be able to login.

 So then I enter test in current password box and save changes, but I am
 unable to log in.

 Log back in as root, fill in test user's current password as test, save
 changes, still cannot log in.

 Log back in as root, set new and verify password to test, save changes,
 but get the following error:

Please enter your current password correctly. Password has not been
 set.

 What is going on? Is this a bug?

 Any help appreciated

 Thanks.

 Guy,


 This email and any attachments are confidential and are intended solely for
 the use of the individual to whom it is addressed. If you are not the
 intended recipient of this email and its attachments, you must take no
 action based upon them, nor must you copy or show them to anyone. Please
 contact the sender if you believe you have received this email in error.
  Emails are not secure and cannot be guaranteed to be free of errors or
 viruses.  It is your responsibility to scan emails and attachments for
 viruses before opening them.

 Any views or opinions expressed are solely those of the author and do not
 necessarily represent those of The Blackpool Sixth Form College.


 #
 Scanned by MailMarshal - Marshal's comprehensive email content security
 solution.
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http://www.elektrofeld.de

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Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] DB performance

2010-06-03 Thread Torsten Brumm

More details are helpful!

How does your setup looks like? Hardware? Software? etc...

Torsten

2010/6/3 rmp dmd rmp.dmd1...@gmail.com

 Hi,

 Currently our RT DB is about 308M.  Not much but with nagios alerts,
 production issues, customer problems, Im seeing the DB growing quickly.

 I need to make sure that DB will not affect the RT performance.

 Kindly help on how I can check DB integrity, and make sure that DB will not
 slow RT.

 I've been googling but the information are not sufficient.


 Thanks!


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http://www.elektrofeld.de

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[rt-users] Problem creating Users in RT 3.8.8

2010-05-16 Thread Torsten Brumm

Hi RT Users, Developers,
today i tried to create a user inside a brand new RT 3.8.8 and i found the
change of Password create inside RT 3.8.8

OK, i like to create a fresh new user and i have to enter a Current
Password?!? For a new user?

Result:


   - User created
   - Please enter your current password. Password has not been set.
   - A password was not set, so user won't be able to login.

Is this a bug or do i something wrong?


-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Problem creating Users in RT 3.8.8

2010-05-16 Thread Torsten Brumm

OK, found it. The initial password (current password) is password

ARGH!

2010/5/16 Torsten Brumm torsten.br...@googlemail.com

 Hi RT Users, Developers,
 today i tried to create a user inside a brand new RT 3.8.8 and i found the
 change of Password create inside RT 3.8.8

 OK, i like to create a fresh new user and i have to enter a Current
 Password?!? For a new user?

 Result:


- User created
- Please enter your current password. Password has not been set.
- A password was not set, so user won't be able to login.

 Is this a bug or do i something wrong?


 --
 MFG

 Torsten Brumm

 http://www.brumm.me
 http://www.elektrofeld.de




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Filtering out unneeded info from ticket

2010-05-13 Thread Torsten Brumm

Check ths out: http://wiki.bestpractical.com/view/HideTransactions

Torsten

2010/5/13 Chris Hall hir...@gmail.com

 How can I filter from the history information I don't want to see?  For
 example.. snippet from a recent ticket:

 Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new'
 to 'open'
http://rt.imctv.com/Ticket/Display.html?id=43#txn-708
 Mon May 10 10:26:17 2010 Allen Stevens - Given to Allen Stevens
  http://rt.imctv.com/Ticket/Display.html?id=43#txn-720
 Mon May 10 10:33:04 2010 Allen Stevens - Queue changed from Corporate
 Support to Central Office
  http://rt.imctv.com/Ticket/Display.html?id=43#txn-721
 Mon May 10 10:33:05 2010 The RT System itself - Outgoing email recorded
   Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody

 They only want to see like... correspondence/comments.  So where would I
 want to go to start filtering out all the other stuff from history when
 they look at the ticket?


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Re: [rt-users] Optimise database performance.

2010-05-10 Thread Torsten Brumm

You have 400 Tickets and you like to optimize the DB Performance?

Do you really have a DB Bottleneck or some other problems?

Some more information would be very helpful

Torsten

2010/5/10 H Manohar Rayker manoha...@glowtouch.com

  Hi,



 Currently I’m running RT 3.8.4 on centos 5.3 and having 400 tickets. It
 takes much longer time to open the tickets around 10-15 seconds.



 How can I optimize it or the database?



 Thanks

 Manohar


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Re: [rt-users] Too many tickets in queue?

2010-05-03 Thread Torsten Brumm

Hi Emmanuel,
i think jesse is talking about our installation ;-)

To your Questions:

that's really big!

 Hmm, it's growing each day


 I'm curious is it possible to know which version of RT, which kind of
 httpd/db/cgi-perl handler, how many servers?


It is still an very old Version 3.6.5 but in progress of migration to
3.8.7(8)  within the next weeks.

We're using Apache 2.x on RedHat Enterprise Linux with FastCGI and FCGID
(different Webserver with different Setups, too many problems with FastCGI
and some major Problems with FCGID)

Frontends Webservers are some huge Webservers with lots of ram loadbalanced,
will be replaced end of this month by several VM's around the world (if
jesse can help us ;-) !) and a 64 Processor SUN with tons of RAM at the
backend.

Some words to the Backend. We use an addon from BPS to store attachments not
inside the DB anymore, we store everything inside a f***ing fast NetApp
connected by 4 x 1GB ETH to the Servers. DB is also stored inside the NetApp
on several hundred disks.

tob


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Re: [rt-users] Attachments on disk?

2010-04-29 Thread Torsten Brumm

Hi Thierry,
there is a addon bps wrote but it is not available public at the moment.
Hopefully Jesse will push it out some day.

Torsten

2010/4/29 Thierry Thelliez thierry.thelliez.t...@gmail.com

 For some reasons, I need to give a direct (read) access to the tickets
 attachments.

 Browsing the email archive, I found some discussions about storing the
 attachments 'onDisk'. This was in August 2007. Are there more thoughts
 on that topic since?


 Alternatively, before I reinvent the wheel, has someone written some
 code to list all the attachments (on a web page for example)?


 Thanks,
 Thierry Thelliez

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http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] New to Asset trkr, fails in conf optn

2010-04-28 Thread Torsten Brumm

OK, you have installed 1.2.3 under 3.8.x Why not the 1.2.4b1/2 ?? This one
is easier to install and works already well under 3.8

2010/4/28 Ian Pellew ipel...@yahoo.com

 I have manually install Asset_Tracker 123 into FreeBSD_8 and RT_387 as the
 configure/make does not work.
 Assets is now loaded and runs to the extent that I can go to the Assets
 page(s).
 It fails with an incorrect URL from the Coniguration menu using user root.
 All the RT Administration options work correctly from the browser URL 
 http://f8/Admin; accept the new Assets.
 Problem is that the URL in the browser status line is
 http://f8:8001/Admin/AssetTracker/Admin/Types/index.html.
 This does not exist, whereas
 http://f8:8001/AssetTracker/Admin/Types/index.html does.

 What have I missed, as this does not make sense to me looking at the source
 to generate the Assets and RTFM menu options.

 Ian





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Re: [rt-users] Create child or dependency ticket in a different queue?

2010-04-27 Thread Torsten Brumm

Hi,
check out: http://github.com/bestpractical/rt-extension-cloneticket-withdata

http://github.com/bestpractical/rt-extension-cloneticket-withdatathis add
on gives you much more options!

Torsten

2010/4/26 Nick Kartsioukas
change+lists...@nightwind.netchange%2blists...@nightwind.net


 When looking at the Basics display for a ticket, under Links one can
 click create next to each of the link types to create a new ticket
 that inherits the attributes of the currently-viewed ticket.  However,
 most of these attributes can be changed such as owner, status, etc.  The
 one that cannot be changed is what queue the new ticket will be created
 in...this appears to be fixed to whatever queue the current ticket is
 in.  Has anyone succeeded in modifying RT so the new ticket can be
 created in a different queue?
 I suspect there would be problems with custom fields varying between
 queues, but thought I'd ask anyway...

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Re: [rt-users] at_123 configure Makefile no good

2010-04-19 Thread Torsten Brumm

Try this one.
http://code.google.com/p/asset-tracker-4rt/

2010/4/19 Ian Pellew ipel...@yahoo.com

 This looks like that often seen at the rear of a cow!
 The install has dropdb in it!
 Ummm - a naming problem !

 Now - where 1.24b1 downloadable from ?

 Still getting horrible make install errors.

 I ONLY have the latest RTFM on top of RT387 though.

 Ian


  --
 *From:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
 torsten.br...@kuehne-nagel.com
 *To:* ipel...@yahoo.com; rt-users@lists.bestpractical.com
 *Sent:* Mon, 19 April, 2010 17:01:39
 *Subject:* AW: [rt-users] at_123 configure Makefile no good

 Hi, try out the new at 1.24b1 from google code!

 Torsten

 - Originalnachricht -
 Von: rt-users-boun...@lists.bestpractical.com 
 rt-users-boun...@lists.bestpractical.com
 An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
 Gesendet: Mon Apr 19 16:58:15 2010
 Betreff: [rt-users] at_123 configure Makefile no good

 The Asset Tracker 123
 ./configure --prefix=/usr/local/at-1.2.3
 does NOT create a good Makefile.

 The prefix is corrupt as I get:-
 sudo make
 Password:
 mkdir -p //opt/rt3/local/etc/AssetTracker/
 cp etc/AssetTracker/AT_Config.pm
 //opt/rt3/local/etc/AssetTracker/AT_Config.pm
 [ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp
 etc/AssetTracker/AT_SiteConfig.pm
 //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm
 chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm
 chgrp: rt: Invalid argument
 *** Error code 1
 Stop in /usr/home/rt_dev/Rt/at-1.2.3.


 RT 387 running OK inf FreeBSD_8.

 Had a quick look round and changing Makefile to reflect the correct PREFIX,
 but just makes things worse.

 .




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 Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen,
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Re: [rt-users] AssetTracker 1.2.4

2010-04-18 Thread Torsten Brumm

OK, fixed this today:

Added to Type_Overlay.pm for AT the following:

$RIGHTS = {
SeeType= 'Can this principal see this asset type',   #
loc_pair
...
...
ShowAssetComments   = 'See asset comments',#
loc_pair
...
...

};

Error is away now.
Torsten


2010/1/14 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID 
torsten.br...@kuehne-nagel.com

 Hi Together,
 just play around with Upgrading RT 3.6.5 to 3.8.7, upgrade is smooth so
 far, but AT seems to make problems:

 1. On Config-AT-Admin-Types i get:

 Can't locate object method ACLEquivalenceObjects via package
 RTx::AssetTracker::System at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm
 line 327.

 2. If i open a asset, i get at the log:

 Invalid right. Couldn't canonicalize right 'ShowAssetComments'
 (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299), referer:
 http://rt38-messenger.int.kn/AssetTracker/Asset/Display.html?id=1

 Any ideas how to fix?

 Torsten

 Kuehne + Nagel (AG  Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
 (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
 Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen,
 Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich
 haftende Gesellschaft: Kuehne  Nagel A.G., Sitz: Contern/Luxemburg
 Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



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Re: [rt-users] Help with Approvals needed

2010-04-15 Thread Torsten Brumm

Hi Todd, Christian,
thanks for your replies. I did it in the way like Christian explained and
used several scrips to fire the templates.

Torsten

2010/4/15 Christian Loos cl...@netcologne.de

 Am 12.04.2010 08:53, schrieb Brumm, Torsten / Kuehne + Nagel / Ham MI-ID:
  Dear List,
  i need some help or Ideas about Approvals of RT. I have to create a huge
  workflow with several approvals needed.
 
  i know already, that i can start several approvals within one template,
  i also know, that this templates can have perl code inside, but i'm not
  sure at the moment about the best way to create something like this:
 
  Scrip: OnCreate - CreateTickets - Template:Approval
 
  Template should look like this:
 
  if fieldA = xyz {
  Approval 1
  if fieldB = abc {
  Approval 2
  } else if fieldC =123 {
  Approval 3
  }
  }
 
  So i need some logic inside this approvals, my question:
 
  Is this doable inside the template part or is it better to put the logic
  inside a scrip and fire from the scrip several templates?
 
  Torsten
 
  Kühne + Nagel (AG  Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
  (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke,
  Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz:
  Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
  Persönlich haftende Gesellschaft: Kühne  Nagel A.G., Sitz:
  Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne
 
 
 
 
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com

 Hi Torsten,

 I would create 3 templates: Approval1, Approval2 and Approval3 and
 then choose the right template within the scrip

 or

 I would create one scrip, check the field and then create the
 Approval tickets with RT::Ticket-Create.

 I think a template shouldn't contain any business logic.

 Chris


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http://www.elektrofeld.de

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Re: [rt-users] Place a Logo on top

2010-04-10 Thread Torsten Brumm

Hi,
have a look into rt3/share/html/Elements/Logo

there you can place a logo if you like

Torsten

2010/4/11 Fritz, Jürgen juergen.fr...@albwerk.de

  Hi,



 After installation all works fine. Now I want to place a small Logo into
 the top-line of RT.



 Could someone tell me (in a simple way J) how to do this?



 Bye

 Juergen




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Re: [rt-users] rt-mailgate: change timeout default

2010-04-09 Thread Torsten Brumm

Hi Björn,
try at the mailgate command: --timeout=seconds

Torsten

2010/4/9 Bjoern Schulz bjoern.sch...@desy.de

 Hi RT Users,

 I try to change the rt-mailgate timeout default without changing the
 source?

 I don't find this in RT_Config.

 Any hints or suggestions?

 Best regards,
  Björn

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Re: [rt-users] rt-mailgate: change timeout default

2010-04-09 Thread Torsten Brumm

OK, open rt-mailgate and navigate to:

127 $ua-timeout( exists( $opts{'timeout'} )? $opts{'timeout'}: 180 );
128 my $r = $ua-post( $full_url, \%args, Content_Type = 'form-data' );
129 check_failure($r);

i think here you can change this for your slow postfix ;-)

Schönes Wochenende

Torsten

2010/4/9 Bjoern Schulz bjoern.sch...@desy.de

 Hi Torsten,

 Am 09.04.2010 14:13, schrieb Torsten Brumm:

  Hi Björn,
 try at the mailgate command: --timeout=seconds


 I know that, but I like to change the default (180s to 360s) ;-)
 I don't like to change all my procmail rc's...

 Schönes Wochenende und geniesse das feine Wetter in Hamburg,
  Björn




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Re: [rt-users] Too many tickets in queue?

2010-04-07 Thread Torsten Brumm

Hi John,
sounds strange. about how many ticket inside this queue we talk? We have
some queues with more then 30.000 Tickets status new and the users are
easily able to handle this?

Another Question: How does the user settings looks like for searchresults?
Possibly set to unlimit per page? Then the page load can take a fucking long
time.

Torsten

2010/4/7 John Hascall j...@iastate.edu


 I received a query from one of our users who
 is seeing tickets backing up in their queue
 because they are not able to handle the volume
 at present and he is wondering if there is a
 point where that volume will adversely impact
 the perforance of RT.  I'm thinking that
 number must be very large, but I'm wondering
 if anyone has any more concrete experience.

 Thanks,
 John


 ---
 John Hascall, j...@iastate.edu
 Team Lead, NIADS (Network Infrastructure, Authentication  Directory
 Services)
 IT Services, The Iowa State University of Science and Technology

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Re: [rt-users] Ticket Templates

2010-04-07 Thread Torsten Brumm

Check out RTFM with RTFM-ArticleTemplates Module, this should be the best
solution

Torsten

2010/4/7 Max McGrath mmcgr...@carthage.edu

 Quick Question.

 I am running RT 3.8.7 on Ubuntu 9.10.

 Is there anyway to do ticket templates?

 Basically, looking to have an easy way to create a resolved ticket
 instantly.

 In the beginning of the year we constantly have to help students setup
 wireless for their room.  Ideally, we would like to be able to track
 everyone we help.  So, I guess it'd be nice if we could just have a I
 helped insert name setup wireless on their insert OS insert device
 type; i.e., I helped Max McGrath setup wireless on their Windows 7 Laptop.

 I know their is the Quick Ticket function, but that does not seem to work
 when requiring custom fields to be filled in.

 Thanks!

 Max
 --
 Max McGrath
 Asst. Network Admin/Systems Specialist
 Carthage College
 262-552-5512
 mmcgr...@carthage.edu


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Re: [rt-users] Can a global scrip be disabled for a given queue?

2010-04-06 Thread Torsten Brumm

Hi Thierry,
you can also try this out:
http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips

Torsten

2010/3/26 Thierry Thelliez thierry.thelliez.t...@gmail.com

 John,

 That's a great idea.

 Could I just test the queue name?

 I am no that familiar with Perl/RT but could it be something like:

 return ($self-TicketObj-QueueObj-Id ne MySpecialQueue);

 (How do you access the queue name?)


 Thierry

 On Fri, Mar 26, 2010 at 3:48 PM, John Hascall j...@iastate.edu wrote:
 
  When I wanted to do a similar thing,
  I found it easier to modify the global scrip (Custom Condition)
  to recognize a special address in that field for the queue:
 
  return (($self-TransactionObj-Type eq Correspond) 
 ($self-TicketObj-QueueObj-CorrespondAddress() ne NONE));
 
 
  John
 
 
 ---
  John Hascall, j...@iastate.edu
  Team Lead, NIADS (Network Infrastructure, Authentication  Directory
 Services)
  IT Services, The Iowa State University of Science and Technology
 
  Hello,
 
  I have the requirements to not send notifications 'on correspond' to
  the requestors for a given queue (that's scrip #6). But I wish to keep
  it for other queues.
 
  Do I need to disable it (scrip fields  Stage Disabled) and then
  recreate it locally for all the other queues?
 
 
 
  Thanks,
  Thierry
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com
 
 
 

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Re: [rt-users] How do I allow ticket creation for a user

2010-04-04 Thread Torsten Brumm

Hi Kevin,
at best you grant CreateTicket right to System Group: Unprivileged
Users inside the needed Queues.

Torsten

2010/4/4 Kevin Bailey kbai...@freewayprojects.com:
 Hi,

 I've allowed a user to log in to view tickets - and this is really good in
 the SelfService area.

 However,, they can't create a ticket - what permissions do I have to give
 where to allow a user to create a ticket in a single queue via the web
 interface.

 Thanks,
 --
 Kevin Bailey
 Director/Programmer - Freeway Projects Limited
 Web: www.freewayprojects.com
 Email: kbai...@freewayprojects.com
 Phone: +44 (0)1752 267090

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Re: [rt-users] Show Relations

2010-04-02 Thread Torsten Brumm

Hi Christian,
missed your question. it's from me, i will have a look today.

Torsten

2010/2/24 Christian Cuvelier christian.cuvel...@attmes.com:
 Hi @ all,

 hope it´s okay to send a second question.

 I try to use Show Relations from
 http://www.systemaniacs.de/wordpress/?page_id=122 but i get the following
 error :

 Error during compilation of /opt/rt3/local/html/Search/Relations.html: my
 variable $i masks earlier declaration in same scope at
 /opt/rt3/local/html/Search/Relations.html line 25. my variable $m masks
 earlier declaration in same scope at
 /opt/rt3/local/html/Search/Relations.html line 26. my variable $m masks
 earlier declaration in same scope at
 /opt/rt3/local/html/Search/Relations.html line 26. my variable $m masks
 earlier declaration in same statement at
 /opt/rt3/local/html/Search/Relations.html line 26. Scalar found where
 operator expected at /opt/rt3/local/html/Search/Relations.html line 89, near
 $m Global symbol %while requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 25. syntax error at
 /opt/rt3/local/html/Search/Relations.html line 25, near % while ( (Might
 be a runaway multi-line '' string starting on line 9) my variable
 $RT::WebPath can't be in a package at
 /opt/rt3/local/html/Search/Relations.html line 26, near ($RT::WebPath
 Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 41. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 42. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 42. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 43. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 43. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 44. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 45. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 46. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 57. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 58. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 58. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 59. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 59. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 60. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 61. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 62. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 73. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 74. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 74. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 75. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 75. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 76. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 77. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 78. /opt/rt3/local/html/Search/Relations.html has too many errors.

 Does anybody know what i should do to repair it ???

 Thanks

 Christian


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 Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Show Relations

2010-04-02 Thread Torsten Brumm

Hi,

another question, did you tried latest version from github?

Torsten

2010/2/24 Christian Cuvelier christian.cuvel...@attmes.com:
 Hi @ all,

 hope it´s okay to send a second question.

 I try to use Show Relations from
 http://www.systemaniacs.de/wordpress/?page_id=122 but i get the following
 error :

 Error during compilation of /opt/rt3/local/html/Search/Relations.html: my
 variable $i masks earlier declaration in same scope at
 /opt/rt3/local/html/Search/Relations.html line 25. my variable $m masks
 earlier declaration in same scope at
 /opt/rt3/local/html/Search/Relations.html line 26. my variable $m masks
 earlier declaration in same scope at
 /opt/rt3/local/html/Search/Relations.html line 26. my variable $m masks
 earlier declaration in same statement at
 /opt/rt3/local/html/Search/Relations.html line 26. Scalar found where
 operator expected at /opt/rt3/local/html/Search/Relations.html line 89, near
 $m Global symbol %while requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 25. syntax error at
 /opt/rt3/local/html/Search/Relations.html line 25, near % while ( (Might
 be a runaway multi-line '' string starting on line 9) my variable
 $RT::WebPath can't be in a package at
 /opt/rt3/local/html/Search/Relations.html line 26, near ($RT::WebPath
 Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 41. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 42. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 42. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 43. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 43. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 44. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 45. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 46. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 57. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 58. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 58. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 59. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 59. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 60. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 61. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 62. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 73. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 74. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 74. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 75. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 75. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 76. Global symbol $original requires explicit package name at
 /opt/rt3/local/html/Search/Relations.html line 77. Global symbol $original
 requires explicit package name at /opt/rt3/local/html/Search/Relations.html
 line 78. /opt/rt3/local/html/Search/Relations.html has too many errors.

 Does anybody know what i should do to repair it ???

 Thanks

 Christian


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Re: [rt-users] Hide standard fields from some users?

2010-04-01 Thread Torsten Brumm

,
  Default = $TicketObj-FinalPriority,
  /td
/tr



% $m-callback( CallbackName = 'EndOfList', TicketObj = $TicketObj, %ARGS );
/table

%INIT
#It's hard to do this inline, so we'll preload the html of the
selectstatus in here.
my $SelectStatus = $m-scomp(/Elements/SelectStatus, Name =
'Status', DefaultLabel = loc([_1]
(Unchanged),loc($TicketObj-Status)));
my $SelectQueue = $m-scomp(/Elements/SelectQueue, Name = 'Queue',
Default =$TicketObj-QueueObj-Id, ShowNullOption = 0);

/%INIT
%ARGS

$TicketObj = undef
/%ARGS

2010/3/31 Jeff Blaine jbla...@kickflop.net:
 We have a need to hide (ideally) certain standard RT fields
 from privileged users.

 I don't see that this is possible with the standard rights
 controls.

 Is that accurate?

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Re: [rt-users] Removing attachments from tickets

2010-04-01 Thread Torsten Brumm

Have a look onto this: http://github.com/bestpractical/rt-extension-utils

could possibly useful for you, other way:
RT-Extension-AttachmentsOnDisk written by BPS for us, not yet public
published.

@BPS: Do you have any plan to publish it public?

Torsten

2010/4/1 Atro Tossavainen atoss...@cc.helsinki.fi:
 This is probably a FAQ, but I'm afraid I didn't find it written up as one.

 In the interest of keeping the database size down, I would like to be
 able to remove attachments folks have sent in from tickets without
 disturbing the tickets themselves in any other way.  I seem to remember
 having done this once by looking up something and updating the content
 of the field that contained the attachment to be NULL, but I didn't
 write it up at the time and can't remember for the life of me.

 Is there a better way to do this?  If not, I'd appreciate a run-through
 on how to do it again.

 Best regards,
 --
 Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
 Systems Analyst, Techno-Amish      / the University of Helsinki, Finland,
 +358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
  URL : http : / / www . helsinki . fi / %7E atossava /  NO FILE ATTACHMENTS

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Re: [rt-users] security issue

2010-03-29 Thread Torsten Brumm

Hi,
think this is a config error at your installation, tried it out just
in my installation and all i get is: No permission to display that
ticket
RT Rights Setup is really clean and good!
Possibly the requestor of Ticket 490 is the same like for ticket 493 ??
Torsten

2010/3/29 Tariq Doukkali tariq.doukk...@autoform.de

 Hi all,



 if an unprivileged user click  a link to open a ticket, the link below will 
 be shown on browser as URL-address:



 https://company.com/SelfService/Display.html?id=493



 but if the user try to copy and past this url-adress in an other browser-tab 
 and changes id to 490 as shown below,



 https://company.com/SelfService/Display.html?id=490



 the user is also able to show this ticket too.



 The problem is that we have a different unprivileged user (company 1, company 
 2). Unprivileged users of company 1 should only be able to schow their own 
 ticket (not tickets of unprivileged user of company 2), but on RT system we 
 can change permissions for the group unprvivileged users, which (in our case) 
 includes all user of all companies.



 How can I solve the problem ???



 Many thanks in advance !!!



 Tamodew



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Re: [rt-users] Can a global scrip be disabled for a given queue?

2010-03-26 Thread Torsten Brumm

Search for Dirk Papes QueueDeactivatedScrips. It is a nice addon (llittle
outdated, but still working) that will save you a lot of work!

http://page.mi.fu-berlin.de/dirkpape/rt3/HideGlobalScrips/

Torsten

2010/3/26 Thierry Thelliez thierry.thelliez.t...@gmail.com

 Hello,

 I have the requirements to not send notifications 'on correspond' to
 the requestors for a given queue (that's scrip #6). But I wish to keep
 it for other queues.

 Do I need to disable it (scrip fields  Stage Disabled) and then
 recreate it locally for all the other queues?



 Thanks,
 Thierry

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Re: [rt-users] How to install RT global to handel 11 accounts seperately?

2010-03-21 Thread Torsten Brumm

Hi Michelle,
Emmanuel already pointed you the correct solution but let me try to
understand your setup:

Your setup, lets say:

ab...@foo.com - Queue: abuse_foo
postmas...@foo.com - Queue: postmaster_foo
supp...@foo.com - Queue: support_foo
tech-supp...@foo.com - Queue: techsupport_foo
biz-supp...@foo.com - Queue: bizsupport_foo
sa...@foo.com - Queue: sales_foo

ab...@bar.com - Queue: abuse_bar
postmas...@bar.com - Queue: postmaster_bar
supp...@bar.com - Queue: support_bar
tech-supp...@bar.com - Queue: techsupport_bar
biz-supp...@bar.com - Queue: bizsupport_bar
sa...@bar.com - Queue: sales_bar

This can easily handled by /etc/alias file and the queue setup is also easy
like Emmanuel explained.

You don't need much magic for this and you don't need several installations
of RT for this.

Is this the setup you are looking for?!?

Torsten
2010/3/21 Michelle Konzack linux4miche...@tamay-dogan.net

 Hello Torsten,

 Am 2010-03-21 02:44:28, hacktest Du folgendes herunter:
  What means modified version? what kind of modifications? And what is
 exactly
  the problem to handle this 11 accounts from 6 domains?

 The installation in Debian expect the config in /etc/...
 which mean, you can not run moe then one RT.

  I think all you need RT is already able to handle.

 RT can only handel ONE RT account/E-Mail-Address

 abuse@
postmaster@
   support@
  tech-support@
   biz-support@
 sales@
  mail addresses with different domainsand one RT installation.

 NO!!!  One RT installation per mailaccount sind you can  not  have  more
 then one config.  Exactly, I had to modify RT to look into the home  dir
 of the acount.

 But RT cannot be made to do his globaly...
 Because many things ARE hardcoded

 The accounts do not have to do with each other...  and then I  have  not
 only this six in one domain.   I have 5 other domains on the same server
 with there own RT installations.

 Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

 --
 Linux-User #280138 with the Linux Counter, http://counter.li.org/
 # Debian GNU/Linux Consultant #
 http://www.tamay-dogan.net/ Michelle Konzack
 http://www.can4linux.org/   Apt. 917
 http://www.flexray4linux.org/   50, rue de Soultz
 Jabber linux4miche...@jabber.ccc.de   67100 Strabourg/France
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Re: [rt-users] How to install RT global to handel 11 accounts seperately?

2010-03-21 Thread Torsten Brumm

Hi Michelle,

 You don't need much magic for this and you don't need several
 installations
  of RT for this.

 But this mean, I have to use ONE VHost for all!

 I can not use seperated VHosts for abuse/postmaster, support and
 biz-support which are 3 completely differnt departements.


Yes, thats correct, but why you need this? RT can handle this for you, why
several vhosts?
You grant Department sa...@bar.com the rights to see their your and
sa...@foo.com the rights to see their one requests

And yes, you can also setup rt in that way that all department queues come
with their own RT Subject line.

Don't understand the problem ;-)

Torsten

  Is this the setup you are looking for?!?

 Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

 --
 Linux-User #280138 with the Linux Counter, http://counter.li.org/
 # Debian GNU/Linux Consultant #
 http://www.tamay-dogan.net/ Michelle Konzack
 http://www.can4linux.org/   Apt. 917
 http://www.flexray4linux.org/   50, rue de Soultz
 Jabber linux4miche...@jabber.ccc.de   67100 Strabourg/France
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[rt-users] Problem installing latest RT from GIT

2010-03-21 Thread Torsten Brumm

Hi Group
just tried to install latest rt from git and i'm getting confused:

config:

./configure --enable-graphviz --enable-gd --with-web-handler=fastcgi
--with-db-rt-pass=apassword --with-web-user=apache --with-web-group=apache

So, no GPG, after fixing all deps (mostly via rpm/yum) i get the following
from make testdeps:

SOME DEPENDENCIES WERE MISSING.
GPG missing dependencies:
GnuPG::Interface ...MISSING

OK, i thought i don't use GPG but let me install it:

[r...@rt3 bestpractical-rt-cb95899]# perl -MCPAN -e 'install
GnuPG::Interface'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Sun, 21 Mar 2010 13:50:09 GMT
GnuPG::Interface is up to date.

make testdeps still shows the error.

Tried later with --disable-gpg works well. So it looks like i have to
disable it to get all working, correct or and error?

Any ideas?

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Re: [rt-users] How to install RT global to handel 11 accounts seperately?

2010-03-20 Thread Torsten Brumm

Hi Michelle,

 I run RT in a modified version, because I have  to  handel  11  accounts
 with 6 Domains, mean, I have created 11 UNIX accounts  on  my  courier
 mailserver and installed RT in the accounts  to  get  arround  with  the
 config files.


What means modified version? what kind of modifications? And what is exactly
the problem to handle this 11 accounts from 6 domains?


 And since I use Debian GNU/Linux, I get headaches all  the  times  if  I
 update something.

Is there a possibility to make a GLOBAL RT installation
and have seperated configs for te accounts?

 If not, can this taken as feature Request for future versions?


I think all you need RT is already able to handle.


 In my main server alone I have to handel

   abuse@
  postmaster@
 support@
tech-support@
 biz-support@
   sales@

 OK, some mail addresses, and where is the problem? we handle around 1500
mail addresses with different domainsand one RT installation.

Did you have more details?


 Thanks, Greetings and nice Day/Evening
Michelle Konzack
Systemadministrator
24V Electronic Engineer
Tamay Dogan Network
Debian GNU/Linux Consultant

 --
 Linux-User #280138 with the Linux Counter, http://counter.li.org/
 # Debian GNU/Linux Consultant #
 http://www.tamay-dogan.net/ Michelle Konzack
 http://www.can4linux.org/   Apt. 917
 http://www.flexray4linux.org/   50, rue de Soultz
 Jabber linux4miche...@jabber.ccc.de   67100 Strabourg/France
 IRC#Debian (irc.icq.com)  Tel. DE: +49 177 9351947
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Re: [rt-users] RT::iCal

2010-03-20 Thread Torsten Brumm

Creating Calendar (Apple Calendar etc) Entries from your Tickets/Searches.
It is nice and saves my ass very often (i forgot almost everything)

2010/3/17 Kenneth Crocker kfcroc...@lbl.gov

 To list,

 What does iCal do? I might be interested in using it, but I don't know what
 it relates to. Thanks.

 Kenn
 LBNL

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Re: [rt-users] Date Validation for a Custom Field

2010-03-20 Thread Torsten Brumm

Hi Emmanuel,
just saw this patch is against 3.8.6, does this mean it is included in
3.8.7/8?

Torsten

2010/3/13 Emmanuel Lacour elac...@easter-eggs.com

 On Fri, Mar 12, 2010 at 02:01:43PM -0500, Joe Kirby wrote:
  Currently RT Custom fields offer Mandatory, Digits, Year
 
  I would like to create a CF which require date validation and always
  ensures formatting (mm/dd/)
 
  Is this something that must be done at the Perl level or can it be
  done via online RT config CF management?
 

 You can also patch to have support for Date Customfields (with working
 search like other RT date fields):

 http://rt3.fsck.com/Ticket/Display.html?id=8721user=guestpass=guest

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Re: [rt-users] Field X changed Custom Condition?

2010-03-20 Thread Torsten Brumm

Have you tried this:
http://wiki.bestpractical.com/view/OnCustomFieldValueChange

2010/3/17 Jeff Blaine jbla...@kickflop.net

 I need to write a custom Condition for a scrip that
 equates to 'If Custom Field X's value changed'

 Is there an API call for doing that, or do I need to
 code the logic to retrieve the old + new values and
 compare them?  I can't seem to find a single call for it,
 but I wanted to check.

 RT 3.8.7
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Re: [rt-users] Shredder

2010-03-20 Thread Torsten Brumm

Hi Jens,

 I need to shred old tickets, tickets that have been closed for more than a
 year or two.

 Why? Our RT database is now just over 115GB in size and mysql is not
 coping.


OK, thats not so big ;-)


 I don't want to remove the tickets, I want to remove the transactions and
 attachments.

 We have a RT Addon from BPS which is not removing/deleting the Attachements
but stores them on disk instead of DB, this could work for you.
@BPS: When will the AttachmentOnDisk Addon available at Github?


 As I understand it, this will allow someone to still search for a ticket
 and find some metadata about the ticket - helping the user to find more
 information elsewhere about the issue.

 I couldn't work out how to do this. How do I use more than 1 plugin at a
 time?

 Under RT 3.8? just add the second besides the first at the RT_SiteConfig.pm
Plugin Entry...?!?


 Does anyone know how?

 I look forward to your responses.

 Thanks  Regards
 Jens


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Re: [rt-users] Rt RightsMatrix

2010-03-08 Thread Torsten Brumm

Hi Ken,
i don't think so, rtx::Rightsmatrix is a little outdate and does not support
the new plugin structure of rt, you can install it the old way...

torsten

2010/3/8 Ken Crocker kfcroc...@lbl.gov

 To list,

 In order to get Rights Matrix to work in RT, do I need to put
 RT::RightsMatrix into the plugins list after installation?

 Thanks.

 Kenn
 LBNL
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

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