Re: [rt-users] Trouble upgrading to 3.8.1
From: Kenneth Crocker [EMAIL PROTECTED] I ran /tools/bin/ make fixdeps and I got this result: I newer point to a subdirectory, not sure if it matters though. I do always just what the readme/install file tells me. So in the directory where I have extracted the rt archive I do make testdeps and make fixdeps and eventually make install. It's normal that it follows dependencies, and tests the modules as they are installed. If you get a lot of errors you may have to install those manually either using cpan or downloading different archives and then installing them manually. ___ 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] deleting comments and replies from ticket
Hi there, in the searchable mailing list http://www.gossamer-threads.com/lists I could see, that deleting text from a ticket history has been an issue before. But maybe something changed within the past 2 years, so I'm going to ask here again. Is there a (handy) way do delete a single comment or reply from the ticket history? I know, it's not in the concept of tickets to delete anything. But if you have sensitive information or just a looong text that had been added by mistake it's really annoying to have it in the way for the whole ticket lifetime. So apart from connecting to the database directly (which is dangerous anyway) does anybody know a suitable workaround? best regards, Bernd ___ 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] can't quickly create ticket
It sounds like you have some *required* Ticket custom fields that aren't available to fill in via the Quick Ticket Creation. If those fields weren't set as required, it would work fine. Otherwise, you'll need to mod the QuickCreate Element with the appropriate input field. It will require some HTML knowledge. Yes it's correct .. i have required ticket custom fields .. to solve it, i think to disable quick creation for specific users, but seems not work. I try to modify , from root, the user profile, chnaging body or summary views, but all remain the same. Marco Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Marco Avvisano Sent: Monday, October 06, 2008 2:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] can't quickly create ticket I use 3.8.1, when i try to create quickly ticket, also from root, i get this error message: can't quickly create ticket in queue DBA because some cfs need to be set, please go to normal ticket creation page to do that. any suggestions, Marco ___ 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] On Comment resolved ticket set back to new status
Hi Dave, in my test-rt (3.6.1, which still has all the defaults configured) is a global scrip that says: On Correspond Open Tickets with template Blank are you sure you haven't got it? Regards Violetta On all of our queues when a ticket is in a resolved state and a user makes a comment on the ticket the status of the ticket is set back to new. We have no defined scrips for the Queues or in Global configuration that are set to do this. Is this a default action in RT if so is it possible to change this? Thanks Dave -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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] On Comment resolved ticket set back to new status
Hi Violetta, We have removed all global scripts on our queues a while ago. Thanks Dave -Original Message- From: Violetta Wawryk [mailto:[EMAIL PROTECTED] Sent: 10 October 2008 12:15 To: Dave Wells Cc: RT users Subject: Re: [rt-users] On Comment resolved ticket set back to new status Hi Dave, in my test-rt (3.6.1, which still has all the defaults configured) is a global scrip that says: On Correspond Open Tickets with template Blank are you sure you haven't got it? Regards Violetta On all of our queues when a ticket is in a resolved state and a user makes a comment on the ticket the status of the ticket is set back to new. We have no defined scrips for the Queues or in Global configuration that are set to do this. Is this a default action in RT if so is it possible to change this? Thanks Dave -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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] On Comment resolved ticket set back to new status
Its ok found the problem. I was using the ReplyToResolved contribution on the RT wiki and it seems to fire on a comment as well as a correspond. I shall investigate. Thx Dave -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dave Wells Sent: 10 October 2008 14:21 To: Violetta Wawryk; RT users Subject: Re: [rt-users] On Comment resolved ticket set back to new status Hi Violetta, We have removed all global scripts on our queues a while ago. Thanks Dave -Original Message- From: Violetta Wawryk [mailto:[EMAIL PROTECTED] Sent: 10 October 2008 12:15 To: Dave Wells Cc: RT users Subject: Re: [rt-users] On Comment resolved ticket set back to new status Hi Dave, in my test-rt (3.6.1, which still has all the defaults configured) is a global scrip that says: On Correspond Open Tickets with template Blank are you sure you haven't got it? Regards Violetta On all of our queues when a ticket is in a resolved state and a user makes a comment on the ticket the status of the ticket is set back to new. We have no defined scrips for the Queues or in Global configuration that are set to do this. Is this a default action in RT if so is it possible to change this? Thanks Dave -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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] deleting comments and replies from ticket
Hi, I found it myself. It's in the book (RT Essentials) on page 71-72. For those who don't have the book but have the same problem: move you mousepointer in the ticket history on the hash-sign in the transaction you want to delete from the ticket. In the URL you'll find the transaction number (txn=.) Let's say, your number is 3577. Then execute the following (as the user having access to your RT) perl -I/usr/local/lib/rt3 -MRT -e 'RT::LoadConfig(); RT::Init(); my $t = RT::Transaction-new($RT::SystemUser); $t-Load(3577); print $t- Delete;' The path /usr/local/lib/rt3 (on my FreeBSD box) might differ on your system (it WILL differ if you're using Linux, maybe /opt/rt3/lib). On 10 Oct 2008, at 09:50, Bernd Kuhlen -WetterOnline- wrote: Hi there, in the searchable mailing list http://www.gossamer-threads.com/lists I could see, that deleting text from a ticket history has been an issue before. But maybe something changed within the past 2 years, so I'm going to ask here again. Is there a (handy) way do delete a single comment or reply from the ticket history? I know, it's not in the concept of tickets to delete anything. But if you have sensitive information or just a looong text that had been added by mistake it's really annoying to have it in the way for the whole ticket lifetime. So apart from connecting to the database directly (which is dangerous anyway) does anybody know a suitable workaround? best regards, Bernd ___ 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] scrip to setting due date back to unset
Hey Kenn, If you have a scrip that modifies ticket data that is ALSO set by default RT code, you need to make the STAGE of the scrip in batch mode. That should do it. I've had that problem before and that fixed it. No it doesn't :-/ Still thank you for your help. Any other idea, anyone? How can I unset the due date during creation when ususally it is set to 7? (Which is the configuration that is set in the queue basics). Thanks a lot. Violetta -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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] On Comment resolved ticket set back to new status
Hi Guys, On all of our queues when a ticket is in a resolved state and a user makes a comment on the ticket the status of the ticket is set back to new. We have no defined scrips for the Queues or in Global configuration that are set to do this. Is this a default action in RT if so is it possible to change this? Thanks Dave ___ 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: Inserting a column in the Quick Search View
Hi, I want to include the resolved column in the quick search view. How can i do this? TIA, Filipe Portugal ___ 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] Adding Email Replies to Tickets
I am not the primary administrator/moderator of my company's RT system, so I do not have a large base of knowledge from which to feed, but I cannot seem to find an answer to the following question: When a user replies to our follow-up on a ticket, how can that reply (as long as it still contains the ticket information in the subject, obviously) automatically be added to the existing ticket? As of now, all ticket replies are simply marked as read by RT, and ignored, and we have to pool our entire inbox regularly for replies to our follow ups for all tickets. This does not allow for efficient tracking, yet I can not seem to find a very good answer anywhere. Perhaps I am not searching with the right terms. Could someone please shed some light on this subject for me, as I would love to assist in streamlining this process as much as possible. Thanks. _ See how Windows Mobile brings your life together—at home, work, or on the go. http://clk.atdmt.com/MRT/go/msnnkwxp1020093182mrt/direct/01/___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8: Inserting a column in the Quick Search View
Hi again, What I really need is a view of queues and not a view of tickets. I want a view to see all the queues and foreach of them a row with 3 columns (new tickets, open tickets, resolved tickets) much similar to the Quick search view. TIA, Filipe Portugal _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Filipe José Silva Clemente Sent: sexta-feira, 10 de Outubro de 2008 10:12 To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8: Inserting a column in the Quick Search View Hi, I want to include the resolved column in the quick search view. How can i do this? TIA, Filipe Portugal ___ 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 interface not working
Hi Everyone Now to start, i have downloaded all the archives for RT and searched and searched but am unable to find a solution. I am looking after a server that was rebooted this morning because it was slow. Since the reboot, when you try and access rt via a browser it comes up with a download box. In IE it says: Do you want to save the file or open it. In Firefox it is trying to download a file of type: httpd/unix-directory I have looked in the logs and httpd is giving me a 200. No errors on the mail side. Please can anybody help with this. Thanks in advance Kobus ___ 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 interface not working
Mod_perl or fcgi ? Can you clear your mason cache ? --Original Message-- From: Kobus Bensch - No Sig Sender: [EMAIL PROTECTED] To: rt-users@lists.bestpractical.com Sent: Oct 10, 2008 09:49 Subject: [rt-users] RT interface not working Hi Everyone Now to start, i have downloaded all the archives for RT and searched and searched but am unable to find a solution. I am looking after a server that was rebooted this morning because it was slow. Since the reboot, when you try and access rt via a browser it comes up with a download box. In IE it says: Do you want to save the file or open it. In Firefox it is trying to download a file of type: httpd/unix-directory I have looked in the logs and httpd is giving me a 200. No errors on the mail side. Please can anybody help with this. Thanks in advance Kobus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Sent via BlackBerry from T-Mobile ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT interface not working
Hi Chaim Wow that was quick. mod_perl. Cleared the mason cache Here is my apache conf for rt: VirtualHost 172.16.0.7:80 ServerName rt.connection2.com ServerAdmin [EMAIL PROTECTED] ErrorLog logs/rt.connection2.com-error_log CustomLog logs/rt.connection2.com-access_log common DocumentRoot /opt/rt3/share/html # Pass through requests to display images # Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Still the same. Kobus [EMAIL PROTECTED] wrote: Mod_perl or fcgi ? Can you clear your mason cache ? --Original Message-- From: Kobus Bensch - No Sig Sender: [EMAIL PROTECTED] To: rt-users@lists.bestpractical.com Sent: Oct 10, 2008 09:49 Subject: [rt-users] RT interface not working Hi Everyone Now to start, i have downloaded all the archives for RT and searched and searched but am unable to find a solution. I am looking after a server that was rebooted this morning because it was slow. Since the reboot, when you try and access rt via a browser it comes up with a download box. In IE it says: Do you want to save the file or open it. In Firefox it is trying to download a file of type: httpd/unix-directory I have looked in the logs and httpd is giving me a 200. No errors on the mail side. Please can anybody help with this. Thanks in advance Kobus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Sent via BlackBerry from T-Mobile ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Corrupted Attachments
I can confirm I am also getting same problem, when I click on the link to view the attachment in the browser I get a blank page, sometimes the link to attachment comes up in the browser window. This happens to .docs, jpg and gif. I noticed pdf are ok. regards Gerald. On Oct 3, 2008, at 10:40 AM, Matt Simerson wrote: I can confirm this issue as we're seeing the same here. We have two RT installs, both pointed at the same central database. The old version of RT (3.4.2) works properly. If I route the email messages to the new RT 3.8.1 server, then we end up with corrupted attachments. I have checked my MTA, http, and MySQL settings, making sure I wasn't limiting attachment sizes. All have 10M limits. For now, I routed mail back to the old RT install. Matt I forgot to include: [matt at rt ~]$ uname -a Linux rt.spry.com 2.6.18-ovz028stab039.1-smp #1 SMP Tue Jul 24 12:12:48 MSD 2007 i686 i686 i386 GNU/Linux [matt at rt ~]$ cat /etc/redhat-release CentOS release 5.2 (Final) [matt at rt ~]$ perl -V | head -n4 Summary of my perl5 (revision 5 version 8 subversion 8) configuration: Platform: osname=linux, osvers=2.6.18-53.1.14.el5pae, archname=i386-linux- thread-multi uname='linux builder16.centos.org 2.6.18-53.1.14.el5pae #1 smp wed mar 5 12:07:47 est 2008 i686 athlon i386 gnulinux ' Using the latest version of all CPAN modules as of 9/27/08. Matt On Oct 3, 2008, at 7:36 AM, Muralidhar wrote: After upgrading to 3.8.1 we are not able view any attachments. Only thing we can see in the attachment is blank. Can any on help me on this. RT version: 3.8.1 perl: 5.8.5 OS: Redhat Enterprise Linux 4WS Regards Murali ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Continuous 500 errors
I recently upgraded RT from 3.6.3 to 3.8.1 which went fairly smooth however after making the db changes suggested from running: perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass sql.queries RT works but I get completely random 500 errors in the RT web interface. I've set the rt log to debug mode but nothing abnormal shows there. I get this over and over in my apache error log though: [Fri Oct 10 14:30:56 2008] [error] [client *myIP*] FastCGI: incomplete headers (0 bytes) received from server /opt/rt3/bin/mason_handler.fcgi [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 2326) terminated due to uncaught signal '11' (Segmentation fault) [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi restarted (pid 2590) I've found a lot of other issues involving 500 errors but nothing matching my issue exactly. What could be causing 0 headers to be sent to mason_handler.fcgi ? And why does it only happen randomly? -steven ___ 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] can't quickly create ticket
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]); This is what you need to set in your RT_SiteConfig. Remove whatever you don't want to show up for new users. For existing users, I believe when the user is created these prefs are stored under the individual user preferences. In this case, the change in SiteConfig won't affect them. There is a way to propagate the changes throughout all users but it is a hack that uses SQL alter. I'm not sure what the URL is on RT wiki, but basically you'd create a new user, setup all of the user preferences (including homepage components) and then grab the user prefs value of that user to overwrite all other user prefs in the DB. Anyone know of that link? I think it was a Jesse post on the wiki. Elias -Original Message- From: Marco Avvisano [mailto:[EMAIL PROTECTED] Sent: Friday, October 10, 2008 1:22 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: Re: [rt-users] can't quickly create ticket It sounds like you have some *required* Ticket custom fields that aren't available to fill in via the Quick Ticket Creation. If those fields weren't set as required, it would work fine. Otherwise, you'll need to mod the QuickCreate Element with the appropriate input field. It will require some HTML knowledge. Yes it's correct .. i have required ticket custom fields .. to solve it, i think to disable quick creation for specific users, but seems not work. I try to modify , from root, the user profile, chnaging body or summary views, but all remain the same. Marco Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Marco Avvisano Sent: Monday, October 06, 2008 2:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] can't quickly create ticket I use 3.8.1, when i try to create quickly ticket, also from root, i get this error message: can't quickly create ticket in queue DBA because some cfs need to be set, please go to normal ticket creation page to do that. any suggestions, Marco ___ 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] Continuous 500 errors
Running out of memory perhaps? I'll occationally get these if my search results are too big and you try to display a ticket (I get some odd bug where it tries to get every result of a search into memory on a single ticket display). It's really hard to say what though.. SIGSEGV 11 CoreInvalid memory reference Curtis scollins wrote: I recently upgraded RT from 3.6.3 to 3.8.1 which went fairly smooth however after making the db changes suggested from running: perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass sql.queries RT works but I get completely random 500 errors in the RT web interface. I've set the rt log to debug mode but nothing abnormal shows there. I get this over and over in my apache error log though: [Fri Oct 10 14:30:56 2008] [error] [client *myIP*] FastCGI: incomplete headers (0 bytes) received from server /opt/rt3/bin/mason_handler.fcgi [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 2326) terminated due to uncaught signal '11' (Segmentation fault) [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi restarted (pid 2590) I've found a lot of other issues involving 500 errors but nothing matching my issue exactly. What could be causing 0 headers to be sent to mason_handler.fcgi ? And why does it only happen randomly? -steven ___ 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] Trouble upgrading to 3.8.1
Panu, When I run from //rt/src/rt-3.8.1 OR from //rt/src and just enter make testdeps I get command not found. Could THAT be a problem? Am I running some old software when I run /tools/bin/ make testdeps? Kenn LBNL On 10/9/2008 11:44 PM, Panu wrote: From: Kenneth Crocker [EMAIL PROTECTED] I ran /tools/bin/ make fixdeps and I got this result: I newer point to a subdirectory, not sure if it matters though. I do always just what the readme/install file tells me. So in the directory where I have extracted the rt archive I do make testdeps and make fixdeps and eventually make install. It's normal that it follows dependencies, and tests the modules as they are installed. If you get a lot of errors you may have to install those manually either using cpan or downloading different archives and then installing them manually. ___ 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] Continuous 500 errors
It happens instantly during general interface navigation and it's totally random. Not necessarily searching or long queries. And it did not happen prior to updating the mysql db tables to support the new 3.8.1 install. -steven On Fri, 2008-10-10 at 15:22 -0400, Curtis Bruneau wrote: Running out of memory perhaps? I'll occationally get these if my search results are too big and you try to display a ticket (I get some odd bug where it tries to get every result of a search into memory on a single ticket display). It's really hard to say what though.. SIGSEGV 11 CoreInvalid memory reference Curtis scollins wrote: I recently upgraded RT from 3.6.3 to 3.8.1 which went fairly smooth however after making the db changes suggested from running: perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass sql.queries RT works but I get completely random 500 errors in the RT web interface. I've set the rt log to debug mode but nothing abnormal shows there. I get this over and over in my apache error log though: [Fri Oct 10 14:30:56 2008] [error] [client *myIP*] FastCGI: incomplete headers (0 bytes) received from server /opt/rt3/bin/mason_handler.fcgi [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 2326) terminated due to uncaught signal '11' (Segmentation fault) [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi restarted (pid 2590) I've found a lot of other issues involving 500 errors but nothing matching my issue exactly. What could be causing 0 headers to be sent to mason_handler.fcgi ? And why does it only happen randomly? -steven ___ 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] RT 3.8: Inserting a column in the Quick Search View
Filipe, That could easily be the MySupportQueues, found in /share/html/Elements. To change what it shows, you need to copy the it from share to your local/html/Elements directory and make your change there. Then, on you hopme page in rt, edit it to include the MySupportQueues query. That's what I did becuase I added 4 new ticket statuses and I wanted all of them to show on the queues I had rights to. Kenn LBNL On 10/10/2008 9:37 AM, Filipe José Silva Clemente wrote: Hi again, What I really need is a view of queues and not a view of tickets. I want a view to see all the queues and foreach of them a row with 3 columns (new tickets, open tickets, resolved tickets) much similar to the “Quick search” view. TIA, Filipe Portugal *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Filipe José Silva Clemente *Sent:* sexta-feira, 10 de Outubro de 2008 10:12 *To:* rt-users@lists.bestpractical.com *Subject:* [rt-users] RT 3.8: Inserting a column in the Quick Search View Hi, I want to include the “resolved” column in the quick search view. How can i do this? TIA, Filipe Portugal ___ 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] can't quickly create ticket
tomaw on #rt found the link: http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Eli Altman Sent: Friday, October 10, 2008 12:18 PM To: Marco Avvisano; rt-users@lists.bestpractical.com Subject: Re: [rt-users] can't quickly create ticket Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]); This is what you need to set in your RT_SiteConfig. Remove whatever you don't want to show up for new users. For existing users, I believe when the user is created these prefs are stored under the individual user preferences. In this case, the change in SiteConfig won't affect them. There is a way to propagate the changes throughout all users but it is a hack that uses SQL alter. I'm not sure what the URL is on RT wiki, but basically you'd create a new user, setup all of the user preferences (including homepage components) and then grab the user prefs value of that user to overwrite all other user prefs in the DB. Anyone know of that link? I think it was a Jesse post on the wiki. Elias -Original Message- From: Marco Avvisano [mailto:[EMAIL PROTECTED] Sent: Friday, October 10, 2008 1:22 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: Re: [rt-users] can't quickly create ticket It sounds like you have some *required* Ticket custom fields that aren't available to fill in via the Quick Ticket Creation. If those fields weren't set as required, it would work fine. Otherwise, you'll need to mod the QuickCreate Element with the appropriate input field. It will require some HTML knowledge. Yes it's correct .. i have required ticket custom fields .. to solve it, i think to disable quick creation for specific users, but seems not work. I try to modify , from root, the user profile, chnaging body or summary views, but all remain the same. Marco Elias -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Marco Avvisano Sent: Monday, October 06, 2008 2:26 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] can't quickly create ticket I use 3.8.1, when i try to create quickly ticket, also from root, i get this error message: can't quickly create ticket in queue DBA because some cfs need to be set, please go to normal ticket creation page to do that. any suggestions, Marco ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Modify the Create a ticket screen
To all, I am trying to remove the Describe the Issue display on the screen where a ticket is created. I went to //share/html/Ticket and looked around to see what I could recognise. I found where everything up to the subject is set up, but after that, it looks like it goes straight to Custom Fields. Can anyone give me some direction on how to remove the Describe the Issue line AND box from the Create a ticket screen? Thank you in advance. Kenn LBNL ___ 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] Problem with users and Will not be sent email
When a new client is in negotiations for our services a ticket is created by our sales team and is passed back and forth between the sales queue and systems queue in order to hammer out details of what we can and cannot do. Due to our rights layout, people who may need to reply to a ticket are not allowed to do so when the ticket is not in their associated queue. This has led to users being added as Ccs on these tickets when necessary. However, as the ticket gets bounced back and forth, they are marked as Will not be sent email. I'm trying to figure out the rights scheme which must be implemented that will allow certain users to be added as Ccs to tickets they wouldn't normally have rights to. I've gone through a few scenarios each having as little impact as the one preceding it. At this point, I'm wondering if the necessary users should be added to a group which has the necessary rights and how that would affect their other rights which are likely to be more restrictive. As it stands now, Privileged users have the Watch right on all queues. This alone seems like it should be enough to allow them to receive emails. Not so. One right which is not given to anyone is ModifyQueueWatchers. Would this be necessary as people add internal users to the Cc list? In basic terms a Cc is a queue watcher however, as stated above, all privileged users (which they all are) already have the Watch right on every queue. Making it even more confusing is that some of the users being marked as not receiving email have significantly more rights than others. This makes me wonder if it is, in fact, one of the rights not assigned to anyone which will eliminate the problem. This has led to quite a conundrum as people that absolutely need to see the emails go back and forth are not receiving them. As can be expected, this leads to a breakdown in communication which can lead to frustration at best and loss of a client at worst. Does anyone have any insight as to rights that may need to be assigned or how the configuration might need to be adjusted? -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] how to make queue Admin Ccs visible in People section of ticket display?
Attached is a patch for displaying this information with the ticket.
I find it more useful to show this here, as a of recipients reminder for users.
--
Cambridge Energy Alliance: Save money the planet
--- share/html/Ticket/Elements/ShowPeople 2008-08-30 19:22:14.0 -0400
+++ local/html/Ticket/Elements/ShowPeople 2008-10-10 18:55:00.0 -0400
@@ -56,13 +56,26 @@
/tr
tr
td class=labeltop|/lCc/:/td
-td class=value ShowGroupMembers, Group = $Ticket-Cc, Ticket = $Ticket /td
+td class=value ShowGroupMembers, Group = $Ticket-Cc, Ticket = $Ticket
+% while (my $watcher=$ccMembers-Next) {
+Q: a href=%RT-Config-Get('WebPath')%/Admin/Users/Modify.html?id=%$watcher-MemberObj-ObjectId%%$watcher-MemberObj-Object-Name%/abr/
+% }
+/td
/tr
tr
td class=labeltop|/lAdminCc/:/td
-td class=value ShowGroupMembers, Group = $Ticket-AdminCc, Ticket = $Ticket /td
+td class=value ShowGroupMembers, Group = $Ticket-AdminCc, Ticket = $Ticket
+% while (my $watcher=$AccMembers-Next) {
+Q: a href=%RT-Config-Get('WebPath')%/Admin/Users/Modify.html?id=%$watcher-MemberObj-ObjectId%%$watcher-MemberObj-Object-Name%/abr/
+% }
+/td
/tr
/table
+%INIT
+ #Queue #Watch
+my $ccMembers = $Ticket-QueueObj-Cc-MembersObj;
+my $AccMembers = $Ticket-QueueObj-AdminCc-MembersObj;
+/%INIT
%ARGS
$Ticket = undef
/%ARGS___
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[rt-users] Modify the Create Ticket screen
DUH! I'm such an idiot. I found it and fixed it on my own. I HATE it when I do that. Sorry folks. Kenn LBNL ___ 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
