Re: [rt-users] custom fields on dashboard for new tickets?
Thanks all. Worked like a charm! -RickOn Aug 05, 2013, at 04:20 PM, window camera front...@me.com wrote:Hi AllCould someone point me in the right direction of how we would go about creating bullets and other custom fields for the front dashboard that is used by customer who create tickets? We'd like to create bullets and fields (that are mandatory to choose at least one), for say printersnetworkhardwaremonitorapplication, etc., to have the user click on when they create a ticket, and that info would be sent to the owner of the ticket so they could work on it.Thank you for any help you can provide in doing this!-Rick
[rt-users] custom fields on dashboard for new tickets?
Hi AllCould someone point me in the right direction of how we would go about creating bullets and other custom fields for the front dashboard that is used by customer who create tickets? We'd like to create bullets and fields (that are mandatory to choose at least one), for say printersnetworkhardwaremonitorapplication, etc., to have the user click on when they create a ticket, and that info would be sent to the owner of the ticket so they could work on it.Thank you for any help you can provide in doing this!-Rick
Re: [rt-users] Help with SummaryByUsers extension
Thank you Kevin. So now that I added it via Edit, I'm getting "internal error" and it doesn't show up.The rt.log is empty. However, the /var/log/messages has this error message: Aug 2 09:01:32 rttrack RT: could not find component for path 'SummaryByUser'#012#012Stack:#012 [/rtdata/share/html/Elements/MyRT:95]#012 [/rtdata/share/html/index.html:78]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53] (/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208) Any ideas on how i would troubleshoot this? I'm on RT 4.013. Perhaps the extension is just not compatible?Thank you!-RSent from iCloudOn Aug 01, 2013, at 04:29 PM, Kevin Falcone falc...@bestpractical.com wrote:On Thu, Aug 01, 2013 at 06:28:41PM +0000, window camera wrote:Does anyone know how to use this or where to find the Summery By User option in the GUI?? Click 'Edit' in the upper right hand corner of your RT at a Glance page, choose it from the list to add it to the page. Or edit a dashboard and add it there. -kevin
Re: [rt-users] Help with GNATT RT Extension: Doesn't show up!
Thanks Nathan. Yes, I have cleared the Mason cache and the browser cache.Still, unfortunately, I don't see any option anywhere for the GNATT reports. Perhaps the GNATT extension is not compatible with RT 4.013? May I ask where the GNATT extension is supposed to show up in the GUI? Thank you-RSent from iCloudOn Aug 01, 2013, at 03:29 PM, Nathan Cutler presnyprek...@gmail.com wrote:However, there seems to be no option on the RT GUI to run the GNATTextension. Just to be sure: did you clean the Mason cache and your browser's cache, too?
Re: [rt-users] Help with SummaryByUsers extension
You said you registered the component in HomepageComponents, did you also enable it as a plugin?Yes, I did. Homepagecomponents setting is in RT_Config.pm: Set( $HomepageComponents, [ qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches SummaryByUser) # loc_qw ] ); =back And the plugin setting is in RT_SiteConfig.pm.Is there anyway that you know of that I can increase the logging? Or perhaps there is another log file somewhere? Also, perhaps it's just not compatible with RT 4.13. Do you know how to go about uninstalling it?You also cut off part of this that would have shown the search paths for where it was looking for the file.Unfortunately, that's how it shows up in the log file /var/log/messages. The RT engine cuts them off in the log file.Thank you for looking into this!-RickOn Aug 02, 2013, at 10:56 AM, Kevin Falcone falc...@bestpractical.com wrote:On Fri, Aug 02, 2013 at 01:45:03PM +, window camera wrote:So now that I added it via Edit, I'm getting "internal error" and it doesn't show up. You said you registered the component in HomepageComponents, did you also enable it as a plugin? The rt.log is empty. However, the /var/log/messages has this error message:Aug 2 09:01:32 rttrack RT: could not find component for path 'SummaryByUser'#012#012Stack:#012 [/rtdata/share/html/Elements/MyRT:95]#012 [/rtdata/share/html/index.html:78]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53] (/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208)Any ideas on how i would troubleshoot this? I'm on RT 4.013. Perhaps the extension is just not compatible? You also cut off part of this that would have shown the search paths for where it was looking for the file. -kevin
Re: [rt-users] Help with SummaryByUsers extension
This is wrong. Always make your changes in RT_SiteConfig.pm, never in RT_Config.pm or they'll be lost when you upgrade.Yes, I know it's wrong to do it there. Had no choice though. There was absolutely no information or documenation on how to setup "HomepageCompoents" in RT_SiteConfig.pm. I searched far and wide for it.Do you happen to know how? I'll tell you how I did it though (in RT_SiteConfig.pm): SET ( HomepageComponents, qw('SummaryByUser'));and I also added the SummaryByUser in the @plugins. Howerver, got the same exact error. No dice. Just error'ed out again. I'm just a little baffled why these extensions don't come with a README that gives directions on how to set it up. Anyway I digress. Go delete SummaryByUser from your RT at a Glance page, fix
HomepageComponents to contain valid components and then add them to the
page.Yes, thanks. I did do that. Same error. See above configuration I did in RT_SiteConfig.pm. Now when I add "OwnerSummary" as you said, I get error "Error while loading can't locate RT/Extensions/OwnerSummary.pm. Any other things you think I should check? Or perhaps now we're at the point where this extension is perhaps not compatible with RT 4.13?Thank youRickSent from iCloudOn Aug 02, 2013, at 11:49 AM, Kevin Falcone falc...@bestpractical.com wrote:On Fri, Aug 02, 2013 at 03:33:48PM +, window camera wrote:You said you registered the component in HomepageComponents, did youalso enable it as a plugin?Yes, I did. Homepagecomponents setting is in RT_Config.pm: This is wrong. Always make your changes in RT_SiteConfig.pm, never in RT_Config.pm or they'll be lost when you upgrade. Read lines 9 through 17 of RT_Config.pm: # WARNING # # # # NEVER EDIT RT_Config.pm ! # # # # Instead, copy any sections you want to change to # # RT_SiteConfig.pm and edit them there. Otherwise, # # your changes will be lost when you upgrade RT. # # # # WARNING # Set($HomepageComponents,[qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches SummaryByUser) # loc_qw]); That's not actually correct. This plugin provides two components. OwnerSummmary and RequestorSummary. Go delete SummaryByUser from your RT at a Glance page, fix HomepageComponents to contain valid components and then add them to the page. -kevin
Re: [rt-users] Help with GNATT RT Extension: Doesn't show up!
Yes, it was there! Thank you.I'm still a little shocked that these RT extensions don't come with completed install directions or little helpful things like, "where to find the darn thing"! Oh well, nothing is perfect I supposed. They make the extensions, it's up to use to figure out how to use them I guess.Thanks againSent from iCloudOn Aug 02, 2013, at 10:50 AM, Darin Perusich da...@darins.net wrote:Under Links next to Graph when viewing a ticket. On Fri, Aug 2, 2013 at 10:38 AM, window camera front...@me.com wrote:May I ask where the GNATT extension is supposed to show up in the GUI? -- Later, Darin
Re: [rt-users] Help with SummaryByUsers extension
Kevin, Your help is much appreciated.I've done exactly what you've stated. I've also successfully installed over 10 other extensions. For some reason, this extension just doesn't want to work on my RT 4.13 version. I still get the error :Aug
2 13:48:18 rttrack RT: could not find component for path
'SummaryByUser'#012#012Stack:#012
[/rtdata/share/html/Elements/MyRT:95]#012
[/rtdata/share/html/index.html:78]#012
[/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012
[/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53]
(/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208)
At this point, i'd like to uninstall it and get rid of all the error messages (on the GUI and within the logs). Are there removal instructions anywhere?Thank you again!-RickSent from iCloudOn Aug 02, 2013, at 01:15 PM, Kevin Falcone falc...@bestpractical.com wrote:On Fri, Aug 02, 2013 at 05:03:32PM +, window camera wrote:This is wrong. Always make your changes in RT_SiteConfig.pm, never inRT_Config.pm or they'll be lost when you upgrade.Yes, I know it's wrong to do it there. Had no choice though.There was absolutely no information or documenation on how tosetup "HomepageCompoents" in RT_SiteConfig.pm. I searched far andwide for it. Um. Copy it from RT_Config.pm to RT_SiteConfig.pm and modify it there.o The documentation I copied that you deleted said what to do. # WARNING # # # # NEVER EDIT RT_Config.pm ! # # # # Instead, copy any sections you want to change to # # RT_SiteConfig.pm and edit them there. Otherwise, # # your changes will be lost when you upgrade RT. # # # # WARNING # Do you happen to know how?I'll tell you how I did it though (in RT_SiteConfig.pm):SET ( HomepageComponents, qw('SummaryByUser')); Nope, SET is invalid, it's Set (copy, don't retype). Exactly the line you had in RT_Config.pm goes in RT_SiteConfig.pm. Then you add OwnerSummary to that HomepageComponents line. (The names OwnerSummary and RequestorSummary are documented in the DESCRIPTION section of the README shipped with the extension). and I also added the SummaryByUser in the @plugins. @Plugins, not @plugins. You still haven't shown your plugins configuration. Howerver, got the same exact error. No dice. Just error'ed out again.I'm just a little baffled why these extensions don't come with aREADME that gives directions on how to set it up. Anyway I digress. Most extensions do, this one is underdocumented. Go delete SummaryByUser from your RT at a Glance page, fix HomepageComponents to contain valid components and then add them to the page.Yes, thanks. I did do that. Same error. See above configuration I did in RT_SiteConfig.pm.Now when I add "OwnerSummary" as you said, I get error "Error while loading can't locate RT/Extensions/OwnerSummary.pm. No, don't add that to plugins, you add that to HomepageComponents. Any other things you think I should check? Or perhaps now we're at the point where this extension is perhaps not compatible with RT 4.13? This extension is compatible with 4.0.13. I'm the developer who contributed a patch to make it compatible with RT4. Since you don't seem to be following my explanations, I'll copy and paste the correct configuration here, but then you're on your own. Set( $HomepageComponents, [ qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches OwnerSummary) # loc_qw ] ); Set( @Plugins, qw(RT::Extension::SummaryByUser)); If you use more than one plugin, this @Plugins line is incorrect and will disable other plugins. You must specify them all in a single @Plugins line. -kevin
Re: [rt-users] Help with SummaryByUsers extension
You've not followed my instructions if you have that error.I wouldn't assume that. But thank you for taking the time to help.Best-RickSent from iCloudOn Aug 02, 2013, at 02:03 PM, Kevin Falcone falc...@bestpractical.com wrote:On Fri, Aug 02, 2013 at 05:53:51PM +, window camera wrote:I still get the error :Aug 2 13:48:18 rttrack RT: could not find component for path 'SummaryByUser'#012#012Stack:#012 [/rtdata/share/html/Elements/MyRT:95]#012 [/rtdata/share/html/index.html:78]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53] (/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208)At this point, i'd like to uninstall it and get rid of all the error messages (on the GUI and within the logs). You've not followed my instructions if you have that error. At this point, go click the Reset to Default on that page. Are there removal instructions anywhere? Delete the plugin. Remove it from your configuration. -kevin
Re: [rt-users] Error when adding user to RT 4 (email exists)
Thanks Thomas. This worked for me. (I'm a newbie, so just learning the ropes.)RickOn Jul 23, 2013, at 05:43 PM, Thomas Sibley t...@bestpractical.com wrote:On 07/23/2013 02:31 PM, window camera wrote:Thanks. Unfortunately there is nothing like that in the latest RTversion. Plus, this is an unprivileged user, so it probably wouldn'tshow up anyway. Not sure. Tools - Configuration - Users The search form shows up there. Unprivileged users are shown in user searches, but not when you first load the page (since there are often thousands of unprivileged users).
[rt-users] Error when adding user to RT 4 (email exists)
Hello AllI've tried to add a person in our RT, but it says "email already in use", and doesn't let me create the new user.I query everything I can find, but nothing comes up.Obviously this is a user who doesn't have an account yet, but was included in one of the ticket emails. However, I'm unclear how to run a query for a "non privileged" user. (And the RT Essentials book doesn't reveal how because it's for a much older version).Any ideas how I might resolve this issue?Thank you!Rick
Re: [rt-users] Error when adding user to RT 4 (email exists)
Thanks. Unfortunately there is nothing like that in the latest RT version. Plus, this is an unprivileged user, so it probably wouldn't show up anyway. Not sure.Strange though that I just can't get beyond this issue...Thanks!On Jul 23, 2013, at 05:16 PM, "Beachey, Kendric" kendric.beac...@garmin.com wrote:Hi Rick,It’s possible things have changed since the version of RT we’re running (3.6.5) but I do searches like this from the web interface, with the magic box checked...image001.pngHTH,Kendric BeacheyFrom: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of window camera Sent: Tuesday, July 23, 2013 3:58 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Error when adding user to RT 4 (email exists)Hello AllI've tried to add a person in our RT, but it says "email already in use", and doesn't let me create the new user.I query everything I can find, but nothing comes up.Obviously this is a user who doesn't have an account yet, but was included in one of the ticket emails. However, I'm unclear how to run a query for a "non privileged" user. (And the RT Essentials book doesn't reveal how because it's for a much older version).Any ideas how I might resolve this issue?Thank you!Rick CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you.
[rt-users] Help with Apache2 CENTOS httpd.conf SSL setup
Hello All!Was wondering if you have some expert experience setting up Apache2 (CentOS) with SSL to be usesd with Request Tracker 4.Been working on it a few days, but so far, no luck. I'm new to Apache.My RT installation is located here on the server CentOS 6.4: /MYRT/share/htmlWhen I try to go to the SSL URL: https://mytrack.helpme.org , it comes back with "page not found."Can you see anything wrong with my Httpd.conf configuration for SSL (and port 80 doesn't work either!)?Here's a copy of my httpd.conf file:#ServerTokens OSServerRoot "/etc/httpd"PidFile run/httpd.pidTimeout 60KeepAlive OffMaxKeepAliveRequests 100KeepAliveTimeout 15IfModule prefork.cStartServers8MinSpareServers 5MaxSpareServers 20ServerLimit 256MaxClients256MaxRequestsPerChild 4000/IfModuleIfModule worker.cStartServers 4MaxClients 300MinSpareThreads 25MaxSpareThreads 75ThreadsPerChild 25MaxRequestsPerChild 0/IfModuleListen 172.16.22.77:80Listen 172.16.22.77:443LoadModule ssl_module modules/mod_ssl.so LoadModule auth_basic_module modules/mod_auth_basic.so LoadModule auth_digest_module modules/mod_auth_digest.so LoadModule authn_file_module modules/mod_authn_file.so LoadModule authn_alias_module modules/mod_authn_alias.so LoadModule authn_anon_module modules/mod_authn_anon.so LoadModule authn_dbm_module modules/mod_authn_dbm.so LoadModule authn_default_module modules/mod_authn_default.so LoadModule authz_host_module modules/mod_authz_host.so LoadModule authz_user_module modules/mod_authz_user.so LoadModule authz_owner_module modules/mod_authz_owner.so LoadModule authz_groupfile_module modules/mod_authz_groupfile.so LoadModule authz_dbm_module modules/mod_authz_dbm.so LoadModule authz_default_module modules/mod_authz_default.so LoadModule ldap_module modules/mod_ldap.so LoadModule authnz_ldap_module modules/mod_authnz_ldap.so LoadModule include_module modules/mod_include.so LoadModule log_config_module modules/mod_log_config.so LoadModule logio_module modules/mod_logio.so LoadModule env_module modules/mod_env.so LoadModule ext_filter_module modules/mod_ext_filter.so LoadModule mime_magic_module modules/mod_mime_magic.so LoadModule expires_module modules/mod_expires.so LoadModule deflate_module modules/mod_deflate.so LoadModule headers_module modules/mod_headers.so LoadModule usertrack_module modules/mod_usertrack.so LoadModule setenvif_module modules/mod_setenvif.so LoadModule mime_module modules/mod_mime.so LoadModule dav_module modules/mod_dav.so LoadModule status_module modules/mod_status.so LoadModule autoindex_module modules/mod_autoindex.so LoadModule info_module modules/mod_info.so LoadModule dav_fs_module modules/mod_dav_fs.so LoadModule vhost_alias_module modules/mod_vhost_alias.so LoadModule negotiation_module modules/mod_negotiation.so LoadModule dir_module modules/mod_dir.so LoadModule actions_module modules/mod_actions.so LoadModule speling_module modules/mod_speling.so LoadModule userdir_module modules/mod_userdir.so LoadModule alias_module modules/mod_alias.so LoadModule substitute_module modules/mod_substitute.so LoadModule rewrite_module modules/mod_rewrite.so LoadModule proxy_module modules/mod_proxy.so LoadModule proxy_balancer_module modules/mod_proxy_balancer.so LoadModule proxy_ftp_module modules/mod_proxy_ftp.so LoadModule proxy_http_module modules/mod_proxy_http.so LoadModule proxy_ajp_module modules/mod_proxy_ajp.so LoadModule proxy_connect_module modules/mod_proxy_connect.so LoadModule cache_module modules/mod_cache.so LoadModule suexec_module modules/mod_suexec.so LoadModule disk_cache_module modules/mod_disk_cache.so LoadModule cgi_module modules/mod_cgi.so LoadModule version_module modules/mod_version.so#Include conf.d/*.conf#ExtendedStatus OnUser apacheGroup apacheServerAdmin root@localhostUseCanonicalName OffIfModule mod_userdir.c UserDir disabled #UserDir public_html/IfModuleDirectoryIndex index.html index.html.varAccessFileName .htaccessFiles ~ "^\.ht" Order allow,deny Deny from all Satisfy All/FilesTypesConfig /etc/mime.typesDefaultType text/plainIfModule mod_mime_magic.c# MIMEMagicFile /usr/share/magic.mime MIMEMagicFile conf/magic/IfModuleHostnameLookups Off#EnableMMAP off#EnableSendfile offErrorLog logs/error_logLogLevel warnLogFormat "%h %l %u %t \"%r\" %s %b \"%{Referer}i\" \"%{User-Agent}i\"" combined LogFormat "%h %l %u %t \"%r\" %s %b" common LogFormat "%{Referer}i - %U" referer LogFormat "%{User-agent}i" agentCustomLog logs/access_log combinedServerSignature OnAlias /icons/ "/var/www/icons/"Directory "/var/www/icons" Options Indexes MultiViews FollowSymLinks AllowOverride None Order allow,deny Allow from all/DirectoryIfModule mod_dav_fs.c # Location of the WebDAV lock MYRTbase. DAVLockDB /var/lib/dav/lockdb/IfModuleScriptAlias /cgi-bin/ "/var/www/cgi-bin/"Directory "/var/www/cgi-bin" AllowOverride None Options None Order allow,deny Allow from all/DirectoryIndexOptions FancyIndexing VersionSort NameWidth=* HTMLTable Charset=UTF-8AddIconByEncoding
