Re: [rt-users] Any BenchMarkings??
On 1 Aug 2008, at 7:48 am, Gaurav Ghimire wrote: Dear all, I am to setup RT. I did some searches to see if any benchmarkings were done for RT as what OS had it worked fine on and with no such critical problems reported. I doubt it makes very much difference what OS you use. I use Debian, and it's fine. So Ubuntu will be fine also. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Any BenchMarkings??
Tim Cutts wrote: On 1 Aug 2008, at 7:48 am, Gaurav Ghimire wrote: Dear all, I am to setup RT. I did some searches to see if any benchmarkings were done for RT as what OS had it worked fine on and with no such critical problems reported. I doubt it makes very much difference what OS you use. I use Debian, and it's fine. So Ubuntu will be fine also. Tim I found that ubuntu has pre-built packages for the purpose but I think building it on self would be more better compared to those apt installs, though recommendations come first!! :) I have not found to my record but does RT has any issues with vm machines (any one ever encountered issues with virtual machines). Regards, Gaurav -- Disclaimer: This Email message along with any attachments is intended only for the addressee and may contain confidential and/or privileged information. If you have received this message in error, please notify sender immediately and delete this message from your system. If the reader is not the intended ecipient then any dissemination, distribution or copy of this communication is strictly prohibited. Reasonable precautions have been taken to ensure that this message is virus-free. However, Subisu Cablenet Pvt. Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. signature.asc Description: OpenPGP digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Any BenchMarkings??
On 1 Aug 2008, at 8:09 am, Gaurav Ghimire wrote: I found that ubuntu has pre-built packages for the purpose but I think building it on self would be more better compared to those apt installs, though recommendations come first!! :) My current production RT uses the packages of 3.4.2 which came with Debian Sarge. That worked fine, and the package maintainers have worked hard to make sure you can still customise it sensibly. I'm currently evaluating RT 3.8.0, on an Etch system. Obviously there are no pre-built debs this time, so I'm doing it the normal way. It's worth noting that RT 3.8 requires several perl modules at a more recent revision than that available in Etch, so I had to upgrade them. In Ubuntu Hardy Heron, you might have more luck, since that's more recent, and it may work out of the box, although you'll probably still have to install some perl modules which Debian (and therefore probably Ubuntu) don't have packaged yet. I have not found to my record but does RT has any issues with vm machines (any one ever encountered issues with virtual machines). I don't see why it should. It's usually pretty hard to tell you're on a virtual machine at all, let alone finding any problems with it. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Any BenchMarkings??
Hi, RT inside VM is running fine, we use it in some installations. We also use it under Mac OSX Tiger and Leopard without Problems. Our Production is running under RHEL 4 und AIX5. The Test System is under CentOS5. All are working fine. All are manual installed RT Versions. Torsten -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Gaurav Ghimire Gesendet: Freitag, 1. August 2008 09:09 An: Tim Cutts Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Any BenchMarkings?? Tim Cutts wrote: On 1 Aug 2008, at 7:48 am, Gaurav Ghimire wrote: Dear all, I am to setup RT. I did some searches to see if any benchmarkings were done for RT as what OS had it worked fine on and with no such critical problems reported. I doubt it makes very much difference what OS you use. I use Debian, and it's fine. So Ubuntu will be fine also. Tim I found that ubuntu has pre-built packages for the purpose but I think building it on self would be more better compared to those apt installs, though recommendations come first!! :) I have not found to my record but does RT has any issues with vm machines (any one ever encountered issues with virtual machines). Regards, Gaurav -- Disclaimer: This Email message along with any attachments is intended only for the addressee and may contain confidential and/or privileged information. If you have received this message in error, please notify sender immediately and delete this message from your system. If the reader is not the intended ecipient then any dissemination, distribution or copy of this communication is strictly prohibited. Reasonable precautions have been taken to ensure that this message is virus-free. However, Subisu Cablenet Pvt. Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] External Ticket Form w/ No Login
Hi, we use it this way: 1. A simple Webform which creates a preformated mail sent to RT 2. RT uses ExtractCustomFieldValues to scan the mail content and put information from mail text to Custom Fields. This is a easy setup and working fine. To your Problem with the No Login at all: I think this is not a good idea. What you can try is the RT-BugTracker-Public Interface from BPS Svn, which offers the functionality to access RT without login. Torsten Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Helmuth Ramirez Gesendet: Donnerstag, 31. Juli 2008 23:50 An: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Betreff: Re: [rt-users] External Ticket Form w/ No Login You can try looking up Command by Mail in the archives. It can send e-mails with the custom fields and such to be submitted as tickets. So you could have a web front end for submission that generates an e-mail to RT. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Thursday, July 31, 2008 5:44 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] External Ticket Form w/ No Login Ok, I went through the archives and did not really find a good or easy answer to this question. Plus many of the posts are very old. We created an external form for RT 3.8.0 and resides on an external site. The form works fine for creating a ticket, except that it requires the person to login. We need to have an easy way to setup this form and RT so that anyone can submit a ticket using that form and are not required to login. Our form also includes custom fields. If it is not possible to do this, then is it possible to allow the user on the login page to create their own login or perhaps when the user submits the ticket, their email address automatically creates a login for them and RT auto generates a password. Out ultimate goal is to have the form submit a ticket without any logins at all. Any help would be appreciated. Mark TREND MICRO EMAIL NOTICE The information contained in this email and any attachments is confidential and may be subject to copyright or other intellectual property protection. If you are not the intended recipient, you are not authorized to use or disclose this information, and we request that you notify us by reply mail or telephone and delete the original message from your mail system. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Any BenchMarkings??
On Fri, Aug 01, 2008 at 08:21:04AM +0100, Tim Cutts wrote: On 1 Aug 2008, at 8:09 am, Gaurav Ghimire wrote: I'm currently evaluating RT 3.8.0, on an Etch system. Obviously there are no pre-built debs this time, so I'm doing it the normal way. It's worth noting that RT 3.8 requires several perl modules at a more recent revision than that available in Etch, so I had to upgrade them. As I already said here, I made needed packages for etch here: http://rt.easter-eggs.org/debian/ this can help you ;) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
On 24/07/2008, at 8:21 AM, Sean McCreadie wrote: Thanks everyone for the help on this so far. I was able to get fastcgi compiled correctly, I think, but when I go to start Apache I get this error now: Stopping httpd:[FAILED] Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/ httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/ FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 [FAILED] I followed the Wiki for RHEL4 and the advice in this email trail and it seemed to work flawlessly until I tried to start the service. Any input would be greatly appreciated. Thanks again Sean, Looks like you're building 32 bit mod_fastcgi but your system is 64 bit. If on x86_64 bit you should be building mod_fastcgi against /usr/ lib64/httpd, not /usr/lib/httpd. Not familiar with the instructions in the wiki but I built some mod_fastcgi RPMS and wrote a spec file for our CentOS 5 environments. I can provide you with a src RPM and x86_64 RPM for mod_fastcgi-2.4.6 off-list if you need (100k each). Regards, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Any BenchMarkings??
On 01/08/2008, at 4:39 PM, Gaurav Ghimire wrote: I found that ubuntu has pre-built packages for the purpose but I think building it on self would be more better compared to those apt installs, though recommendations come first!! :) I have not found to my record but does RT has any issues with vm machines (any one ever encountered issues with virtual machines). Regards, Gaurav We've run RT 3.6.4 on Gentoo for a long time but, more recently, have three xen virtual machines running CentOS 5.x with misc other versions of RT 3.6 + 3.8 for testing and development. No problems. Regards, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Any BenchMarkings??
On 1 Aug 2008, at 8:52 am, Emmanuel Lacour wrote: On Fri, Aug 01, 2008 at 08:21:04AM +0100, Tim Cutts wrote: On 1 Aug 2008, at 8:09 am, Gaurav Ghimire wrote: I'm currently evaluating RT 3.8.0, on an Etch system. Obviously there are no pre-built debs this time, so I'm doing it the normal way. It's worth noting that RT 3.8 requires several perl modules at a more recent revision than that available in Etch, so I had to upgrade them. As I already said here, I made needed packages for etch here: http://rt.easter-eggs.org/debian/ this can help you ;) _ Cool, sorry, I missed that before. Excellent. That will save me a lot of effort when I make a production system. :-) Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] how to use ticketbookmark?
hi: i am trying rt 3.8. i saw there is a star which can toggle for every ticket. i think it is like gmail. but i didn't find anywhere to use it. can i list all the marked ticket or where should it use it? thanks for help!! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT stopped working after latest yum updates
Hi All, This now seems to be fixed for me. Here's how: Similar story here - CentOS 5.2 / rt-3.6.6 After yum updates, apache would not restart: [Mon Jul 28 10:33:48 2008] [error] File::Temp version 0.18 required--this is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 50.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 50.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 68.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 68.\nCompilation failed in require at (eval 2) line 1.\n The perl update installed by yum clobbered version 0.20 of File::Temp installed for RT. After re-installing it, apache would start, but the RT login page was blank - the browser did not attempt to download any file. make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql [...snip...] Everything was found. My Scalar::Util was from Scalar-List-Utils-1.19 was from my Bugzilla 3.0.x install. Inspite of all seeming to be good with Bugzilla, I reinstalled it based on Jesse's hunch below, restarted Apache, and I now can log in. Thus far, things now seem to be back to normal. Regards, Brian On Jul 21, 2008, at 2:56 AM, Kobus Bensch wrote: Hi Jesse I have managed to resolve the issues here. I only have one last issue. All RT emails are stuck in the sendmail queue with this error: (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) |/opt/rt3/bin/rt-mailgate --queue 'IT Can you help with this please? Just tell sendmail to run the queue again now that RT is accepting mail again. Thanks Kobus Quoting Jesse Vincent jesse at bestpractical.com: On Jul 16, 2008, at 12:19 PM, Mark E. Walker wrote: Hi Kobus, I had the same problem about two weeks ago. Unfortunately, I never did find out EXACTLY what the problem was, however, an upgrade to 3.8 fixed it. Testdeps and fixdeps didn't help me, everything was there. It's almost certainly Scalar::Util being reinstalled incorrectly. If you reinstall it, the issue should go away. -jesse My upgrade consisted of backing up the database, blowing away the site, and doing the upgrade install as per the README. Now the Upgrade install did the required testdeps/fixdeps, and that may have done something after blowing away the site. I'm not sure. During my testing I found out the following: If I removed the perlhandler directive in the apache config, the site came up, but it was the you're almost there page. Putting it back in brought up the download again. I had no errors anywhere in any log files. My guess is that mason is crashing somewhere and the resulting zero length file returned to the browser doesn't have any mime type so it tries to download a file. Unfortunately, fixing that is beyond my current level with RT/Perl and Mason. I know this may not have helped much, and I apologize, but maybe it will provide a little more info to get you or the community on the way. Let us know what you eventually do to fix this. I think it's going to be a recurring theme with the perl/myself update. mw -Original Message- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com ] On Behalf Of Drew Barnes Sent: Wednesday, July 16, 2008 9:02 AM To: Kobus Bensch; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT stopped working after latest yum updates Sounds like the perl/mysql update will require some perl module updates. make fixdeps may do you some good. Kobus Bensch wrote: There was 215 updates including perl and mysql. I will post the full log here in a bit. Kobus Quoting Drew Barnes barnesaw at ucrwcu.rwc.uc.edu: What did yum update? Kobus Bensch wrote: Hi all I use RT 3.6.5 on Centos5. Last night I performed a rather large yum update and since then rt stopped working. When I go to the rt webpage it comes up with a windows asking if I want to download a file. Can anybody help with this please. Let em know if you need more info Kobus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com http://wiki.bestpractical.com/ Commercial support: sales at bestpractical.com
Re: [rt-users] Requestor cannot change ticket status
Kenn, Yes, in the interface, they can see the ticket and they can also reply. However there is nothing else they can do. I forgot to specify that this user was automatically created and the Let this user be granted rights checkbox is not checked. I tried to add every possible right to the group requestor ( except those starting with admin ) and my user still cannot change the status of his own ticket. The only solution seems to check the Let this user be granted rights checkbox but I would like to avoid this. Thanks On Thu, Jul 31, 2008 at 6:42 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Sebastian, To what extent can they NOT do it? You didn't mention SeeQueue or ShowTicket privileges. Can they see the ticket so they can modify it? What exactly is happening? Kenn LBNL On 7/31/2008 1:33 AM, Sebastien Termeau wrote: Hi RT-Users I have installed RT 3.6.7 for my company. Everything is working fine. I just would like to allow unprivileged requestors to change the status of their own ticket. In the global group right configuration tab, requestor are allowed to - ModifyTicket - ReplyToTicket - ShowTicket In the manual, it is said that ModifyTicket should allow the user to change the status of the ticket. Do you have an idea of why it is not working for me? Many thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Basic setup...
Q: I have a working setup fresh install authenticating against AD. Problem is, i have no super users as it's a fresh install. I hear there is a root/password account but in order to use that i have to disable AD authentication in my apache.conf. As per: VirtualHost *:80 ServerName rnd-test.mpc.local ServerAlias rnd-test PerlRequire /disk1/web/vhost/rnd-test.mpc.local/rt/bin/webmux.pl AddDefaultCharset UTF-8 DocumentRoot /disk1/web/vhost/rnd-test.mpc.local/rt/share/html ErrorLog /disk1/web/vhost/rnd-test.mpc.local/log/error.log CustomLog /disk1/web/vhost/rnd-test.mpc.local/log/access.log combined Location /disk1/web/vhost/rnd-test.mpc.local/rt/share/html SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Depending on how much i kick the apache.conf I either get the message Well done, you're almost there or a 404 and the error below. [Fri Aug 1 10:31:45 2008] [warning]: [Mason] Cannot resolve file to component: /disk1/web/vhost/rnd-test.mpc.local/rt/share/html/index.html (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) CentOS 4.4 RT 3.6.5 Postgres Apache2 mod_perl2 Any ideas? Cheers, Kristian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] how to use ticketbookmark?
Either reset your RT at glance page to defaults or add Bookmarked Tickets portlet to it. On Fri, Aug 1, 2008 at 1:10 PM, d tbsky [EMAIL PROTECTED] wrote: hi: i am trying rt 3.8. i saw there is a star which can toggle for every ticket. i think it is like gmail. but i didn't find anywhere to use it. can i list all the marked ticket or where should it use it? thanks for help!! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Basic setup...
http://wiki.bestpractical.com/view/ManualApacheConfig On Fri, Aug 1, 2008 at 3:14 PM, Kristian Davies [EMAIL PROTECTED] wrote: Q: I have a working setup fresh install authenticating against AD. Problem is, i have no super users as it's a fresh install. I hear there is a root/password account but in order to use that i have to disable AD authentication in my apache.conf. As per: VirtualHost *:80 ServerName rnd-test.mpc.local ServerAlias rnd-test PerlRequire /disk1/web/vhost/rnd-test.mpc.local/rt/bin/webmux.pl AddDefaultCharset UTF-8 DocumentRoot /disk1/web/vhost/rnd-test.mpc.local/rt/share/html ErrorLog /disk1/web/vhost/rnd-test.mpc.local/log/error.log CustomLog /disk1/web/vhost/rnd-test.mpc.local/log/access.log combined Location /disk1/web/vhost/rnd-test.mpc.local/rt/share/html SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Depending on how much i kick the apache.conf I either get the message Well done, you're almost there or a 404 and the error below. [Fri Aug 1 10:31:45 2008] [warning]: [Mason] Cannot resolve file to component: /disk1/web/vhost/rnd-test.mpc.local/rt/share/html/index.html (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) CentOS 4.4 RT 3.6.5 Postgres Apache2 mod_perl2 Any ideas? Cheers, Kristian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] This message will be sent to... question
When commenting on or adding correspondence to a ticket via the web UI the To: recipient is listed as AdminCc of companyname Ticket #. When doing the same via email and Reply All, one of the recipients is listed as AdminCc of companyname Ticket #. This, of course, isn't a valid email address so results in a bounced message from our email server on that particular address. The other email address, be it the comment or correspondence address makes it through though (as expected). I've never seen this behaviour before I started administering the RT system here at my new job. It never came up at my last job. Anyone know what would be causing this? RT v3.6.8 on openSuSE 10.3. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Basic setup...
On Fri, Aug 1, 2008 at 3:39 PM, Ruslan Zakirov [EMAIL PROTECTED] wrote: http://wiki.bestpractical.com/view/ManualApacheConfig After kicking it to death it was actually: #Set($WebExternalAuth , 1); #Set($WebFallbackToInternalAuth , 'true'); #Set($WebExternalGecos , undef); #Set($WebExternalAuto , 1); Leaving apache.conf as: PerlModule Apache::DBI PerlRequire /disk1/web/vhost/rnd-test.mpc.local/rt/bin/webmux.pl AddDefaultCharset UTF-8 DocumentRoot /disk1/web/vhost/rnd-test.mpc.local/rt/share/html ErrorLog /disk1/web/vhost/rnd-test.mpc.local/log/error.log CustomLog /disk1/web/vhost/rnd-test.mpc.local/log/access.log combined PerlLoadModule Apache2::MultiAuth PerlSetVar MSADDomain MYAD.mpc.local PerlSetVar MSADServer smoo1.mpc.local PerlSetVar MSPort 639 PerlSetVar MSADTLSyes AuthModule Apache2::AuthenMSAD PerlAuthenHandler Apache2::MultiAuth Directory /disk1/web/vhost/rnd-test.mpc.local/rt/share/html AllowOverride all SetHandler perl-script PerlHandler RT::Mason Require valid-user AuthType Basic AuthName UNIX or Windows Login /Directory Cheers, Kristian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Shredder Indexes
I'm just curious if the Indexes recommended by the old RTx-Shredder-0.07 documentation are still recommended, I would assume yes unless the queries have changed. I know a few were added to the default schema, but there's a couple others. I'm just wondering since the indexes can be rather large and take up quite a bit of memory if you want to cache them in the memory buffer. I'm guessing some may be redundant with MySQL 5.x's index_merge.. http://dev.mysql.com/doc/refman/5.0/en/index-merge-optimization.html CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference); CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference); CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue); CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue); ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] acknowledgement email
Does RT provide a way to send an acknowledgement email when it gets a ticket in via email? Thanks Mike ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] acknowledgement email
Mike, Yep. It's an autoreply on create. Not sure what the default RT name is since we customize all of our scrips. Kenn LBNL On 8/1/2008 10:06 AM, Mike Zupan wrote: Does RT provide a way to send an acknowledgement email when it gets a ticket in via email? Thanks Mike ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor cannot change ticket status
Sebastian, You've hit the nail buddy. Roles are like psuedo groups, so an unprivileged user CAN be part of them. But a user can only be part of a User-defined group (with more serious privileges than Reply, etc.) if they are privileged. Your user, although defined to RT, is not a Privileged user, so certain rights will NOT be allowed for them until that second box is checked. It seems a bit convoluted at first, but the distinction is necessary if you wanted to grant SOME rights to Unprivileged users due to emails, cc's (defined as others for notification scrips), etc. Good guess. Kenn LBNL On 8/1/2008 4:02 AM, Sebastien Termeau wrote: Kenn, Yes, in the interface, they can see the ticket and they can also reply. However there is nothing else they can do. I forgot to specify that this user was automatically created and the Let this user be granted rights checkbox is not checked. I tried to add every possible right to the group requestor ( except those starting with admin ) and my user still cannot change the status of his own ticket. The only solution seems to check the Let this user be granted rights checkbox but I would like to avoid this. Thanks On Thu, Jul 31, 2008 at 6:42 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Sebastian, To what extent can they NOT do it? You didn't mention SeeQueue or ShowTicket privileges. Can they see the ticket so they can modify it? What exactly is happening? Kenn LBNL On 7/31/2008 1:33 AM, Sebastien Termeau wrote: Hi RT-Users I have installed RT 3.6.7 for my company. Everything is working fine. I just would like to allow unprivileged requestors to change the status of their own ticket. In the global group right configuration tab, requestor are allowed to - ModifyTicket - ReplyToTicket - ShowTicket In the manual, it is said that ModifyTicket should allow the user to change the status of the ticket. Do you have an idea of why it is not working for me? Many thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] This message will be sent to... question
Yeah, I'm not surprised that it's RFC-Compliant as you folks at BP do a good job of working with standards. I just hadn't seen it before because we used the UseFriendlyToLine parameter at my old job. But, having always had it in place I never had cause to figure out what it really did. Thanks -Mathew Jesse Vincent wrote: On Aug 1, 2008, at 10:28 AM, Mathew Snyder wrote: When commenting on or adding correspondence to a ticket via the web UI the To: recipient is listed as AdminCc of companyname Ticket #. When doing the same via email and Reply All, one of the recipients is listed as AdminCc of companyname Ticket #. This, of course, isn't a valid email address Actually, it's RFC-compliant. But not all mail servers are your friend. See UseFriendlyToLine in the config file to get it sorted out. -j so results in a bounced message from our email server on that particular address. The other email address, be it the comment or correspondence address makes it through though (as expected). I've never seen this behaviour before I started administering the RT system here at my new job. It never came up at my last job. Anyone know what would be causing this? RT v3.6.8 on openSuSE 10.3. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] This message will be sent to... question
And I can only guess that Exchange is one that doesn't handle it very well. Although, I think our actual relay might be sendmail which, based on the comments in RT_SiteConfig.pm doesn't work with it. -Mathew Jesse Vincent wrote: On Aug 1, 2008, at 10:28 AM, Mathew Snyder wrote: When commenting on or adding correspondence to a ticket via the web UI the To: recipient is listed as AdminCc of companyname Ticket #. When doing the same via email and Reply All, one of the recipients is listed as AdminCc of companyname Ticket #. This, of course, isn't a valid email address Actually, it's RFC-compliant. But not all mail servers are your friend. See UseFriendlyToLine in the config file to get it sorted out. -j so results in a bounced message from our email server on that particular address. The other email address, be it the comment or correspondence address makes it through though (as expected). I've never seen this behaviour before I started administering the RT system here at my new job. It never came up at my last job. Anyone know what would be causing this? RT v3.6.8 on openSuSE 10.3. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
Tom, The 64 bit RPM's would be a big help. This is the first time I have built a 64 bit RT server, and im lost on a few points like this. Thanks a lot for the reply and help! Sean -Original Message- From: Tom Lanyon [mailto:[EMAIL PROTECTED] Sent: Friday, August 01, 2008 1:16 AM To: Sean McCreadie Cc: Graeme Fowler; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI On 24/07/2008, at 8:21 AM, Sean McCreadie wrote: Thanks everyone for the help on this so far. I was able to get fastcgi compiled correctly, I think, but when I go to start Apache I get this error now: Stopping httpd:[FAILED] Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/ httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/ FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 [FAILED] I followed the Wiki for RHEL4 and the advice in this email trail and it seemed to work flawlessly until I tried to start the service. Any input would be greatly appreciated. Thanks again Sean, Looks like you're building 32 bit mod_fastcgi but your system is 64 bit. If on x86_64 bit you should be building mod_fastcgi against /usr/ lib64/httpd, not /usr/lib/httpd. Not familiar with the instructions in the wiki but I built some mod_fastcgi RPMS and wrote a spec file for our CentOS 5 environments. I can provide you with a src RPM and x86_64 RPM for mod_fastcgi-2.4.6 off-list if you need (100k each). Regards, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] This message will be sent to... question
On Aug 1, 2008, at 1:55 PM, Mathew Snyder wrote: And I can only guess that Exchange is one that doesn't handle it very well. Although, I think our actual relay might be sendmail which, based on the comments in RT_SiteConfig.pm doesn't work with it. Sadly, neither does Apple's Mail.app. I'm seriously considering changing the default. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] History for a Ticket not displaying
Hello all, We are running 3.6.3 (soon moving to 3.8.x). One of the tickets in our system is not displaying the history on the Ticket Metadata page, even the History title doesn't show up. Other Tickets in the Queue show the History. All the transactions are in the db for that ticket #, so am not sure how the history display got turned off. Any ideas on how this could occur? Thanks, Scott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] History for a Ticket not displaying
That was it, I saw the segfaults in the error log. Thanks Ruslan! On Sat, 2008-08-02 at 01:50 +0400, Ruslan Zakirov wrote: It could be segmentation fault caused be perl and Text::Quoted module. Update that module to the latest version available from the CPAN, stop/start server. Check that RT server uses new version of the module using Web UI - Configuration - Tools -System Configuration. Test ticket. On Sat, Aug 2, 2008 at 1:35 AM, Scott T. Hildreth [EMAIL PROTECTED] wrote: Hello all, We are running 3.6.3 (soon moving to 3.8.x). One of the tickets in our system is not displaying the history on the Ticket Metadata page, even the History title doesn't show up. Other Tickets in the Queue show the History. All the transactions are in the db for that ticket #, so am not sure how the history display got turned off. Any ideas on how this could occur? Thanks, Scott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt upgrade experience
Hi: we are using rt 3.4.5. i try to upgrade it to rt 3.8.0 this week. i have tried several times. it is not success. i will share my experience below, there are many things which are not in the rt document. 1. you should not touch the original rt system. so you need to prepare another two machine, one to upgrade rt, and one to install new rt. then you can compare the upgraded rt with the new rt to make sure everything is correct. 2. make sure the engine you want to use. the default in rt 3.8.0 is mysql and fastcgi. you should change what you want with configure. the install procedure won't look what's in your system. it still want fastcgi even you have modperl installed if you didn't tell it. 3. install the missing perl modules with CPAN as the document said. i failed several times until i realized that i forgot install one important component, it's called perl-devel in my mandriva linux. without it some perl mouduls won't compile. 4. although make fixdeps is success, and make testdeps is ok. it is not enough. you will suffered by old and missing perl modules. in my case, i need to upgarde the DBD::mysql and DBI to newest version. or the script mentioned in document UPGRADING.mysql can not run. you can take a look at rt.log to see what is missing. i install the GraphViz module to satisfy one complain. it still complain me it can not find gpg at /opt/rt3/var/data. i don't have that directory and i don't know what to put in it. so i just let it go. 5. install the new rt. it should be easy. remember fix the RT_SiteConfig.pm. you can see what function is in rt 3.8.0. 6. copy the old rt database to the upgrade machines now. i tried to use mysqldump to export then import. but the binary data(attachment file) corrupt in my upgrade machine. i don't know why. my old mysql is 4.0 and my new mysql is 5.0. finally i just rsync all the mysql files from old to new, and start the mysql daemon to make it happy. 7. run the upgrade script rt-setup-database --dba root --prompt-for-dba-password --action upgrade. the script didn't mentioned in the document. the document ask you to run many scripts by hand. 8. run perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass sql.queries. the syntax is error in the document.then run mysql -u root -p rt3 sql.queries to convert mysql 9. rt need to use utf8 to connect mysql, or the old data can not present correctly. patch rt or modify mysql config files. 10. everything is done. but when i connect rt 3.8.0, i only saw empty page in RT at glance. i can modify personal RT at glance. but if i tried to modify the global RT at glance. it would give me error messages. 11. I re-run the upgrade script in step 7. it can not complete (duplicate tables). but it fix empty RT at glance. 12. compare to new RT, my upgraded RT didn't have any column about bookmarked tickets. in RT at glance so i know my upgrade is failed. 13. i think the old database didn't convert to rt 3.8.0 format correctly. but i don't know how to make it right. the step 8 and 9 didn't do it correctly. maybe i should run scripts in step 8 manually? or maybe i misses some important steps? any suggestions? thanks a lot for help!! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8 - clicking on the searches on the at a glance page results in URLs with localhost
Hi, when I click on either the 10 newest unowned tickets or 10 highest priority tickets I own-link, a URL with localhost:80 geht's created. I can create normal searches and they work - though, I don't know if it is supposed to be normal that clicking on the And/Or button changes all ANDs to OR and vice-versa. I would have expected it to change only the selected line. This is my test-install - I'll probably wait for 3.8.1 before I update my production system - but I'd like to know what causes this. This is RT3.8 on FreeBSD7 with PostgreSQL 8.3.9, apache 2.2.9 and modperl2, upgrade from 3.6.3. Has anyone seen this? RT3.8 looks nice, though. cheers, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt upgrade experience
On Sat, Aug 2, 2008 at 8:44 AM, d tbsky [EMAIL PROTECTED] wrote: Hi: we are using rt 3.4.5. i try to upgrade it to rt 3.8.0 this week. i have tried several times. it is not success. i will share my experience below, there are many things which are not in the rt document. 1. you should not touch the original rt system. so you need to prepare another two machine, one to upgrade rt, and one to install new rt. then you can compare the upgraded rt with the new rt to make sure everything is correct. Virtual machines are good for this, there are plenty of them these days. 2. make sure the engine you want to use. the default in rt 3.8.0 is mysql and fastcgi. you should change what you want with configure. the install procedure won't look what's in your system. it still want fastcgi even you have modperl installed if you didn't tell it. This can be fixed. We will be happy to receive patches. 3. install the missing perl modules with CPAN as the document said. i failed several times until i realized that i forgot install one important component, it's called perl-devel in my mandriva linux. without it some perl mouduls won't compile. That's something people should know when they are using anything originally based on RH's distros and want to install something new that is not part of distribution. 4. although make fixdeps is success, and make testdeps is ok. it is not enough. you will suffered by old and missing perl modules. in my case, i need to upgarde the DBD::mysql and DBI to newest version. or the script mentioned in document UPGRADING.mysql can not run. you can take a look at rt.log to see what is missing. i install the GraphViz module to satisfy one complain. it still complain me it can not find gpg at /opt/rt3/var/data. i don't have that directory and i don't know what to put in it. so i just let it go. * we've bumped required version of DBD::mysql * read doc about GPG integration which is referenced from RT_Config.pm 5. install the new rt. it should be easy. remember fix the RT_SiteConfig.pm. you can see what function is in rt 3.8.0. 6. copy the old rt database to the upgrade machines now. i tried to use mysqldump to export then import. but the binary data(attachment file) corrupt in my upgrade machine. i don't know why. my old mysql is 4.0 and my new mysql is 5.0. finally i just rsync all the mysql files from old to new, and start the mysql daemon to make it happy. you had to read mysql doc on migrating. 7. run the upgrade script rt-setup-database --dba root --prompt-for-dba-password --action upgrade. the script didn't mentioned in the document. the document ask you to run many scripts by hand. doc has been updated 8. run perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass sql.queries. the syntax is error in the document.then run mysql -u root -p rt3 sql.queries to convert mysql doc has been updated 9. rt need to use utf8 to connect mysql, or the old data can not present correctly. patch rt or modify mysql config files. RT has been patched 10. everything is done. but when i connect rt 3.8.0, i only saw empty page in RT at glance. i can modify personal RT at glance. but if i tried to modify the global RT at glance. it would give me error messages. where are error messages? could you point me to the bug report so we can check and fix? 11. I re-run the upgrade script in step 7. it can not complete (duplicate tables). but it fix empty RT at glance. Sure it can. After this point you had to go back to step 5 where you copy RT DB from production to new server. 12. compare to new RT, my upgraded RT didn't have any column about bookmarked tickets. in RT at glance so i know my upgrade is failed. 13. i think the old database didn't convert to rt 3.8.0 format correctly. but i don't know how to make it right. the step 8 and 9 didn't do it correctly. maybe i should run scripts in step 8 manually? or maybe i misses some important steps? any suggestions? thanks a lot for help!! Make another try with RT 3.8.1 that will be released soon? Contact me on the irc to figure out what exactly happened with bookmarked tickets during upgrade. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
