[rt-users] Reqest Tracker CentOS 5.3 setup
The debug option was turned by Set($LogToFile, 'debug');
Below is rt.log content:
Trace begun at /opt/rt3/bin/../lib/RT.pm line 289
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xbc9ce28)', '') called at
/opt/rt3/bin/mason_handler.fcgi line 81
[Thu May 7 06:16:58 2009] [crit]: no such exception class
HTML::Mason::Exception::Abort at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113.
(/opt/rt3/bin/mason_handler.fcgi:81)
Trace begun at /opt/rt3/bin/../lib/RT.pm line 289
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xbc9ce28)', '') called at
/opt/rt3/bin/mason_handler.fcgi line 81
[Thu May 7 06:16:59 2009] [crit]: no such exception class
HTML::Mason::Exception::Abort at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 113.
(/opt/rt3/bin/mason_handler.fcgi:81)
Trace begun at /opt/rt3/bin/../lib/RT.pm line 289
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xbc9ce28)', '') called at
/opt/rt3/bin/mason_handler.fcgi line 81
From: jul jul...@julbox.net
To: ty chan chanty...@yahoo.com
Sent: Wednesday, May 6, 2009 10:54:48 PM
Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup
ty chan a écrit :
please see below file lists:
[r...@localhost Mason]# pwd
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason
exceptions.pm does exist. :)
oops :)
You'll have to put rt in debug mode, and watch log file for anything unusual.
Standard procedure.
I told you it would hellish.
--
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Re: [rt-users] Reqest Tracker CentOS 5.3 setup
By the way what do you mean by : I only see in text mode ? HTML is text :) wouldn't you have 404 http errors too ? I mean wouldn't apache fail to serve some js / images ? wouldn't you be missing some aliases in your apache configuration scripts ? If you mean you lack images, then it means you have a misconfigured Alias /rt/NoAuth/images /opt/rt3/share/html/NoAuth/images and maybe Location /rt/REST/1.0/NoAuth Order Allow,Deny Allow from 127.0.0.1 Allow from your-public-ip /Location (Firefox - firebug or apache log) Else, I can't see the problem Do you clean mason cache when restarting apache, do you restart apache after modifications ? (reload graceful don't work with persistant mode bad SIGHUP propagation) I am quite clueless at this point ... :( -- Even if you persuade me, you won't persuade me. -- Aristophanes ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTx-BecomeUser extension and RT 3.8.x ?
Hello, Anyone has this extension working on a RT 3.8.x ? -- L.B. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] open tickets for certain domain-email-adresses
Hi, we have a queue in our RT that nobody should see except the Queue-Admins. But we need about 100 Users to open Tickets via email in that queue, their email-addresses have all the same domain name. Since the Users can change it would be to much hassle to look through all the users again and again to get them their own accounts and put them in a certain group. I don't want to give Everybody the right to open a Ticket because then all other Users who can log in the RT could open a Ticket in that Queue via the Quick Ticket opening thing on the top right corner. Has anybody an idea to solve this problem? I couldn't find the answer anywhere so far. Thanks and regards, Violetta -- creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] adding button to ticket page
What is the proper way to customize rt to add a button into a ticket so I can perform an outside function? What I want to do is to have a label printer print a address label from a ticket. This would be done when the staff person is adding the ticket. this should not be done for all tickets, and it only needs to be done on demand. I can use the ticket id to look up the correct information, I just don't know how to go about customizing for this... Thanks in advance. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] delete Button in Ticket view.
Hi, is it possible to get the delete Button back int the Ticket View like in rt 3.6.*? It was so handy in the upper right where Open,Take... is placed. :) Best regards, Frederic Jaeckel signature.asc Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Autogenerating a password for requestors
Hi!
I've got a slightly complex question (at least to me..) and I haven't
been able to come up with s solution after lots of googling, trying
stuff from the wiki, etc.
My bigger goal is to set up RT so that requestors get an email
notifying them of their ticket id etc aftre creation. If they are new
users, they should get a autocreated password.
There is a page in the wiki on this
http://wiki.bestpractical.com/view/AutogeneratedPassword
This works when I submit a ticket via email.
But...
On our website, we have a small feedback box (yes, inspired by
hiveminder ;-)
User can enter their problems there, which get temporarily stored in our
DB. A cronjob than takes the proto-tickets and submits them to our RT
via RT::Client::Rest. There we log into RT with a system user and set
the requestor to the users email address:
$ticket = RT::Client::REST::Ticket-new(
rt = $rt,
subject= $subject,
queue = $queue,
requestors = \...@requestors,
)-store( text = join( \n, $subject, '', @desc ) );
This works perfectly, but not with the Password autogeneration.
After some trial and error, I figured out that RT::Client::REST seems to
set the requestors AFTER ticket creation, thus there are no requestors
during 'On Create'. I figured out the correct custom condition (I
think):
return 0 unless $self-TransactionObj-Type eq 'AddWatcher';
return 0 unless $self-TransactionObj-Field eq 'Requestor';
return 1;
But I wasn't able to get template from AutogeneratedPassword
to work. I guess, some of the values used in there do not apply to this
later stage.
So, any pointers on how do autogenerate a password right after on
Create?
Thanks!
--
#!/usr/bin/perl http://domm.plix.at
for(ref bless{},just'another'perl'hacker){s-:+-$-gprint$_.$/}
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Re: [rt-users] delete Button in Ticket view.
On 07/05/09 13:45, Frederic Jaeckel wrote: is it possible to get the delete Button back int the Ticket View like in rt 3.6.*? It was so handy in the upper right where Open,Take... is placed. :) +1 for this suggestion. Alternatively, is there a quick way to implement this feature myself? Should I just look at the code for 3.6? David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] delete Button in Ticket view.
Should be a simple callback in Elements/Tabs I would think. Or just a local mod to Elements/Tabs for the not-as-clean route. David O'Callaghan wrote: On 07/05/09 13:45, Frederic Jaeckel wrote: is it possible to get the delete Button back int the Ticket View like in rt 3.6.*? It was so handy in the upper right where Open,Take... is placed. :) +1 for this suggestion. Alternatively, is there a quick way to implement this feature myself? Should I just look at the code for 3.6? David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] delete Button in Ticket view.
David O'Callaghan wrote: On 07/05/09 13:45, Frederic Jaeckel wrote: is it possible to get the "delete" Button back int the Ticket View like in rt 3.6.*? It was so handy in the upper right where "Open","Take"... is placed. :) +1 for this suggestion. Alternatively, is there a quick way to implement this feature myself? Should I just look at the code for 3.6? http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ ... look under "Callbacks" ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] delete Button in Ticket view.
On Thu, May 07, 2009 at 02:45:43PM +0200, Frederic Jaeckel wrote: Hi, is it possible to get the delete Button back int the Ticket View like in rt 3.6.*? It was so handy in the upper right where Open,Take... is placed. :) As far as I know, no such thing was ever built into RT 3.6. However, RT::Extension::QuickDelete should work as well on 3.8 as it did on 3.6. http://search.cpan.org/dist/RT-Extension-QuickDelete/ Best regards, Frederic Jaeckel ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autogenerating a password for requestors
My bigger goal is to set up RT so that requestors get an email
notifying them of their ticket id etc aftre creation. If they are new
users, they should get a autocreated password.
There is a page in the wiki on this
http://wiki.bestpractical.com/view/AutogeneratedPassword
This works when I submit a ticket via email.
But I wasn't able to get template from AutogeneratedPassword
to work. I guess, some of the values used in there do not apply to this
later stage.
I noticed that the Autogeneratepassword template scrip offered in the
wiki works fine at creating and emailing a password to a new user who
just created a ticket by email, but it did not seem to do the same
when a privileged user manually created a ticket in the RT web
interface.
The reason it didn;t is because in that case, the Transaction
CreatorObj is the privileged user, not the new user. Therefore, the
scripted tests that determine whether to set a password fail and the
whole set password script is skipped.
I (think) I fixed this by changing the Autoreply Templat script to be like so:
--- begin Autoreply template ---
Greetings,
Your support ticket [{$Ticket-QueueObj-SubjectTag || $rtname}
#{$Ticket-id()}] regarding:
{$Ticket-Subject()}
has been created, and a summary appears below.
Please check the history and progress of all your tickets and
communicate with our staff about your issue by logging in to the
web-based ticket system at:
{
*RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;
# CHANGED NEXT 3 LINES TO TEST REQUESTOR INSTEAD OF CREATOR
# SO THAT WILL EMAIL REQUESTOR A PASSWORD WHEN STAFF CREATES
# THE TICKET IN WEB INTERFACE
#if (($Transaction-CreatorObj-id != $RT::Nobody-id)
# (!$Transaction-CreatorObj-Privileged)
#($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
if (($Ticket-Requestors-UserMembersObj-First-Id() != $RT::Nobody-id)
(!$Ticket-Requestors-UserMembersObj-First-Privileged)
($Ticket-Requestors-UserMembersObj-First-__Value('Password')
eq '*NO-PASSWORD*')
)
{
my $user = RT::User-new($RT::SystemUser);
# $user-Load($Transaction-CreatorObj-Id);
$user-Load($Ticket-Requestors-UserMembersObj-First-Id());
my ($stat, $pass) = $user-SetRandomPassword();
if (!$stat)
{
$OUT .=
An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.;
}
use URI::Escape;
$OUT .= . $RT::WebURL.SelfService/?user=.
uri_escape($user-Name).pass=. uri_escape($pass).
Your username and password for the ticket system are:
Username: .$user-Name.
Password: .$pass.
You may change the password after you login if you wish.;
}
else
{
$OUT .= . $RT::WebURL .Ticket/Display.html?id=. $Ticket-id();
}
}
This is an automated message. Please do not reply.
Thank you,
{$Ticket-QueueObj-CorrespondAddress()}
-
{$Transaction-Content()}
--- end Autoreply template ---
I don;t know if that is right or proper, but it seems to work.
Allen
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Re: [rt-users] Autogenerating a password for requestors
Hi!
On Thu, May 07, 2009 at 10:44:01AM -0700, allen+rtl...@crystalfontz.com wrote:
# CHANGED NEXT 3 LINES TO TEST REQUESTOR INSTEAD OF CREATOR
# SO THAT WILL EMAIL REQUESTOR A PASSWORD WHEN STAFF CREATES
# THE TICKET IN WEB INTERFACE
Worked like a charm, thanks a lot!
--
#!/usr/bin/perl http://domm.plix.at
for(ref bless{},just'another'perl'hacker){s-:+-$-gprint$_.$/}
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Re: [rt-users] Autogenerating a password for requestors
# CHANGED NEXT 3 LINES TO TEST REQUESTOR INSTEAD OF CREATOR # SO THAT WILL EMAIL REQUESTOR A PASSWORD WHEN STAFF CREATES # THE TICKET IN WEB INTERFACE Worked like a charm, thanks a lot! Yikes! If I called someone and made a request via the phone and they emailed a password for some system I'd never heard of, I'd probably flag it as spam. I sure as heck wouldn't log into it, because (a) I don't know if it really came from them, (b) I don't know what this system does -- XSS attack, anyone? (c) the password was just emailed across the net in clear text. Oi vay. On the other hand, if I made the request via email, I might totally expect to get a autoreply via email, but I'd still want my new password encrypted. Perhaps RT can discover attached GPG/PGP keys and add them to a user's record at autocreate? Now that would be awesome. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt command line, to see all tickets updated yesterday.
On Thu, May 7, 2009 at 9:57 PM, Jeff Palmer je...@burstek.com wrote:
Hello,
I’m trying to use the rt command line to get a list of all tickets that were
modified yesterday. I currently have:
rt ls -t ticket Queue = 'Support' AND Status != 'rejected' AND LastUpdated
= '2009-05-06
It seems simple enough, but apparently the query is larger than I had
anticipated, because the web server times out before returning any results.
I’m looking for ideas/optimizations, to make this faster and more reliable.
How many tickets do you have in support queue? For mysql ideal index
would be (Queue, LastUpdated), however I don't think it's the problem,
expecially if you have less than 100k tickets in the queue. Slow logs
may help you identify real bottleneck.
As an aside, I know I can add the –f switch to pull things like id, and
subject. Is there a way to pull info out of a customfield also? An
example:
rt ls -t ticket Queue = 'Support' AND Status != 'rejected' AND LastUpdated
= '$EXPIRE' -f id,subject,customfield
I don't remember exact syntax, but it's probably CustomField.{Name} or
something like that. Hope somebody come up with exact version :)
Any help or advice would be greatly appreciated.
--
Best regards, Ruslan.
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Re: [rt-users] Reqest Tracker CentOS 5.3 setup
I am sure about debugging with Firebug. please see below my rt3.conf file as below: [r...@rt conf.d]# cat rt3.conf #LoadModule fcgid_module modules/mod_fcgid.so # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ [r...@rt conf.d]# all are what i have one http config. please advise what else should i add in rt3.conf. regards, chanty From: julien j...@julbox.net To: ty chan chanty...@yahoo.com Sent: Thursday, May 7, 2009 6:01:05 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup Use firebug to see what is not loading, looks like you have a misconfigured apache sites (see previous mail) (url rewriting should rewrite the static link to your css images) Le 7 mai 09 à 09:21, ty chan a écrit : please take a look at how the page look like in the attachment file. From: jul jul...@julbox.net To: ty chan chanty...@yahoo.com Cc: rt-users@lists.bestpractical.com Sent: Thursday, May 7, 2009 2:09:41 PM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup By the way what do you mean by : I only see in text mode ? HTML is text :) wouldn't you have 404 http errors too ? I mean wouldn't apache fail to serve some js / images ? wouldn't you be missing some aliases in your apache configuration scripts ? If you mean you lack images, then it means you have a misconfigured Alias /rt/NoAuth/images /opt/rt3/share/html/NoAuth/images and maybe Location /rt/REST/1.0/NoAuth Order Allow,Deny Allow from 127.0.0.1 Allow from your-public-ip /Location (Firefox - firebug or apache log) Else, I can't see the problem Do you clean mason cache when restarting apache, do you restart apache after modifications ? (reload graceful don't work with persistant mode bad SIGHUP propagation) I am quite clueless at this point ... :( -- Even if you persuade me, you won't persuade me. -- Aristophanes login_page.jpgmain_page.jpg ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reqest Tracker CentOS 5.3 setup
You need to uncomment the LoadModule line and add: IfModule !mod_fastcgi.c AddHandler fcgid-script fcg fcgi fpl /IfModule This assumes you have installed mod_fcgid from CentOS's yum respository and are not trying to use mod_perl or mod_fastcgi. James Moseley ty chan chanty...@yahoo. com To Sent by: julien j...@julbox.net rt-users-bounces@ cc lists.bestpractic rt-users@lists.bestpractical.com al.comSubject Re: [rt-users] Reqest Tracker CentOS 5.3 setup 05/07/2009 08:52 PM I am sure about debugging with Firebug. please see below my rt3.conf file as below: [r...@rt conf.d]# cat rt3.conf #LoadModule fcgid_module modules/mod_fcgid.so # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reqest Tracker CentOS 5.3 setup
Ok, rt3.conf looks like as below: [r...@rt conf.d]# cat rt3.conf LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the samei thing IfModule !mod_fastcgi.c AddHandler fcgid-script fcg fcgi fpl /IfModule # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ [r...@rt conf.d]# but i still have the same result. regards, chanty From: jmose...@corp.xanadoo.com jmose...@corp.xanadoo.com To: ty chan chanty...@yahoo.com Cc: julien j...@julbox.net; rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com Sent: Friday, May 8, 2009 9:02:22 AM Subject: Re: [rt-users] Reqest Tracker CentOS 5.3 setup You need to uncomment the LoadModule line and add: IfModule !mod_fastcgi.c AddHandler fcgid-script fcg fcgi fpl /IfModule This assumes you have installed mod_fcgid from CentOS's yum respository and are not trying to use mod_perl or mod_fastcgi. James Moseley ty chan chanty...@yahoo. com To Sent by: julien j...@julbox.net rt-users-bounces@ cc lists.bestpracticrt-users@lists.bestpractical.com al.comSubject Re: [rt-users] Reqest Tracker CentOS 5.3 setup 05/07/2009 08:52 PM I am sure about debugging with Firebug. please see below my rt3.conf file as below: [r...@rt conf.d]# cat rt3.conf #LoadModule fcgid_module modules/mod_fcgid.so # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
