Re: [rt-users] REALLY Confused about RT Extension ExternalAuth and LDAP
Ken Crocker wrote:
To list,
I'm not an internals/Unix Admin or tech. I've been the Admin for User
Support for our RT 3.6.4 installation. We successfully use LDAP
Authentication.
I've just been given the responsibility to install 3.8.6 in VM (RHEL 5.3).
I have some Unix help. However, I have to tell my guy what to
download/install.
So, as I have been reading past Emails about using the plugin
RT::Extension::ExteranlAuth, I have become quite confused. For example,
when I look at the BestPractical Wiki site for extensions I saw this
comment:
Once installed, you should view the file:
3.4/3.6$RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm
3.8$RTHOME/local/plugins/RT-Auth-ExternalAuth/etc/RT_SiteConfig.pm
I went to our 3.6.4 directories and didn't see anything in /local/etc at all.
So, if I have been using LDAP successfully with my 3.6.4 version,
what do I need to do in order to have it work in my 3.8.6
installation?
Do I even need the ExternalAuth extension?
I think part of your confusion is because there were two different methods of
hooking up RT to LDAP. RT itself doesn't have any native LDAP-ness. The
original method for hooking into LDAP that was popular with 3.6.x was Jim
Meyer's LDAP module (See: http://wiki.bestpractical.com/view/LdapSummary).
This has now been superceeded by RT::Extension::ExternalAuth. Since you will
be trying out a 3.8.x installation, you should install the latest ExternalAuth,
which is version 0.08 as of this writing.
The settings you will need in RT_SiteConfig.pm for ExternalAuth will look
something like this:
Set( @Plugins, qw(
RT::Authen::ExternalAuth
.../other plugins/
)
);
# Exactly how to do the LDAP stuff
Set(
$ExternalSettings,
{
'localLDAP' = {
type= 'ldap',
auth= 1,
info= 1,
server = 'ldapi://%2fvar%2frun%2fopenldap%2fldapi/',
base= 'ou=people,dc=example,dc=org',
filter = '(objectclass=inetOrgPerson)',
d_filter= '(employmentStatus=Terminated)',
tls = 0,
group = 'cn=rt-users,ou=people,dc=example,dc=org',
group_attr = 'uniqueMember',
attr_match_list = [ 'Name', 'EmailAddress' ],
attr_map= {
Name = 'uid',
EmailAddress = 'mail',
RealName = 'cn',
}
}
}
);
That's with OpenLDAP -- AD is much the same idea but uses different object
classes and schema. One gotcha I found was that you have to define the
d_filter value to an LDAP search term that will fail for a valid account:
leaving it blank will cause all your user accounts to be discarded as
inactive.
Cheers,
Matthew
--
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PGP: 0x60AE908C on servers Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK
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Re: [rt-users] error on preferences page after upgrading from 3.8.5 to 3.8.6
On Tue, Nov 17, 2009 at 12:32:09AM -0500, slamp slamp wrote: Error on preferences page: Can't locate object method date_format_full via package DateTime::Locale::en at /opt/rt3/bin/../lib/RT/Date.pm line 659. Error in the error_log: FastCGI: server /opt/rt3/bin/mason_handler.fcgi stderr: Use of uninitialized value in hash element at /opt/rt386/share/html/Widgets/Form/Select line 120., referer: https://rt.warpdrive.net/Admin/ this will be fixed in 3.8.7, as of now, you can just update DateTime::Locale to latest version or grab the commit diff on github: 59000984a6f50c1290a81d116c38a0a87534eae0 ___ 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] DueDateInBusinessHours not working
Hi Folks, Please find below the scrip and error log file which I got while executing the scrip: Description: Business Hours Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: my $duedate = RT::Date-new($RT::SystemUser); my $hoursuntildue = 4; use Business::Hours; my $hours = Business::Hours-new(); my $curtime = time; my $bus_hours_duetime = $hours-add_seconds ($curtime, ($hoursuntildue*60*60)); $duedate-Set(Format='unix', Value=$bus_hours_duetime); $self-TicketObj-SetDue($duedate-ISO); return 1; Error Log File [Tue Nov 17 07:24:05 2009] [error]: Scrip 117 Commit failed: Can't locate Business/Hours.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl 5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at (eval 482) line 3. So I pasted the BusinessHours.pm file from the CPAN org in the RT folder but its still givin the same error.What should I do access this package class ? Or is anything wrong in the placing of the file BusinessHours.pm in RT folder? Any help? Regards, Tony John DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ 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] Update Ticket takes too long
Hi. I finally have my RT installation configured and in production. For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality. Does anyone know what could be happening? Thank you. ___ 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] Problems configuring fetchmail/rt-mailgate
Hi, RT was set up at my workplace, but not really used. I am trying to re-configure it for use now. I'm not familiar with RT. Basically, I'm just trying to set up an email address, to which emails can be sent, and for those emails to show up in RT as tickets. I've set up a new email address in Gmail for this, and have a Support queue in RT. I updated fetchmailrc on the RT machine with the relevant information. However, when I send emails to the Gmail address, nothing appears in RT. If I understand correctly, the theory is that the fetchmail daemon uses IMAP to retrieve the emails from Gmail and passes these to rt-mailgate to pass on to RT. Something is not working, and I'm not sure if it's fetchmail or rt-mailgate (or something else). This is a snippet from fetchmailrc: poll imap.gmail.com with protocol IMAP user jsm...@gmail.com password pass1 nofetchall nokeep ssl sslfingerprint 09:0E:5C:1A:DB:0F:5C:81:C0:20:B7:67:C1:CC:DB:B5 mda /opt/rt3/bin/rt-mailgate --url http://rt.4pm.ie:90/ --queue 'Support' --action correspond (That's not the actual email address and password - I've just changed them here for this post.) I presume fetchmail is being started automatically when the machine starts. When I access the Gmail account, the test emails I have sent to it are still unread in the inbox. If I navigate to /opt/rt3/bin, rt-mailgate is indeed in the directory, but when I try to run rt-mailgate directly (even just to get a usage message or something), I get: The program 'rt-mailgate' is currently not installed. You can install it by typing: sudo apt-get install rt3.6-clients However, when RT was initially set up here, I know rt-mailgate and the email-to-ticket system was working. Is there something obvious I'm overlooking? Thanks in advance. -- View this message in context: http://old.nabble.com/Problems-configuring-fetchmail-rt-mailgate-tp26388117p26388117.html Sent from the Request Tracker - User mailing list archive at Nabble.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] DueDateInBusinessHours not working
Hi Tony, have you installed the the CPAN Module BUSINESS::HOURS ?? I think copy this to RT folder is not the correct way. Normally: perl -MCPAN -e 'install Business::Hours' should fix your problem Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Tony John , Bangalore Gesendet: Dienstag, 17. November 2009 09:31 An: rt-users@lists.bestpractical.com Betreff: [rt-users] DueDateInBusinessHours not working Hi Folks, Please find below the scrip and error log file which I got while executing the scrip: Description: Business Hours Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: my $duedate = RT::Date-new($RT::SystemUser); my $hoursuntildue = 4; use Business::Hours; my $hours = Business::Hours-new(); my $curtime = time; my $bus_hours_duetime = $hours-add_seconds ($curtime, ($hoursuntildue*60*60)); $duedate-Set(Format='unix', Value=$bus_hours_duetime); $self-TicketObj-SetDue($duedate-ISO); return 1; Error Log File [Tue Nov 17 07:24:05 2009] [error]: Scrip 117 Commit failed: Can't locate Business/Hours.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl 5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at (eval 482) line 3. So I pasted the BusinessHours.pm file from the CPAN org in the RT folder but its still givin the same error.What should I do access this package class ? Or is anything wrong in the placing of the file BusinessHours.pm in RT folder? Any help? Regards, Tony John DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ 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
[rt-users] Filter mails from outside my own domain
Hi, I have a new RT installation (latest version) and I need to NOT autoreply mails coming from outside my domain, lets say @example.com. So, any internal user sending a mail to helpd...@example.com should get an autoreply and any user sending a mail from anything else should get nothing. Any suggestion? Thanks ___ 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] How to get TicketObj from a Ticket ID
Hi, i'm now searching since some hours how to get the TicketObj from a given Ticket ID. Normally from within a scrip i go this way: $self-TicketObj and i can work with all the Information (like $self-TicketObj-Status etc) Now i have only i Ticket ID stored in a variable and i'm searching a way to get back my TicketObj. Any hints? I'm lost at the moment Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ 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] binary attachment corrupted when RT mails them out
Here is an update in my sending corrupt attachments issue: o We got a 3MB test image and made a 600K and a 1.6G version of it. The 600K went fine but the 1.4G one got corrupted all the time. o So, we wrote a wrapper to make a copy of the email that is being sent from RT to the mail program we were using, ssmtp. The attachment at this point was fine down to matching MD5 checksums. But the one sent by ssmtp had issues. Therefore, the problem is not on RT but on ssmtp. It seems it cannot handle larger attachments for whatever reason. Maybe that is the price for using so light weight program. I guess we now need to find a good replacement for it today. I like postfix but think for this application it is a bit of an overkill. But, I do not know what else to do. Suggestions? At least now we know where the problem is. =) ___ 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] How to get TicketObj from a Ticket ID
On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi, i'm now searching since some hours how to get the TicketObj from a given Ticket ID. Normally from within a scrip i go this way: $self-TicketObj and i can work with all the Information (like $self-TicketObj-Status etc) Now i have only i Ticket ID stored in a variable and i'm searching a way to get back my TicketObj. my $TicketObj = LoadTicket($id); -- Matt Zagrabelny - mzagr...@d.umn.edu - (218) 726 8844 University of Minnesota Duluth Information Technology Systems Services PGP key 1024D/84E22DA2 2005-11-07 Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 He is not a fool who gives up what he cannot keep to gain what he cannot lose. -Jim Elliot ___ 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] How to get TicketObj from a Ticket ID
On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi, i'm now searching since some hours how to get the TicketObj from a given Ticket ID. Normally from within a scrip i go this way: $self-TicketObj and i can work with all the Information (like $self-TicketObj-Status etc) Now i have only i Ticket ID stored in a variable and i'm searching a way to get back my TicketObj. Any hints? I'm lost at the moment Try something like: my $Ticket = RT::Ticket-new($RT::SystemUser); $Ticket-Load(TicketID#) You can replace $RT::SystemUser with an RT::CurrentUser object for a user in your system if you want to have actions restricted by or transactions recorded for that user. Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ 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 -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic 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
Re: [rt-users] How to get TicketObj from a Ticket ID
Hi Matt Jason,
thanks for your support, but i cant get this running. I have tried both methods
and both wont work.
Here my Action Code:
my $DepOnBy = $self-TicketObj-DependedOnBy;
while( my $dep = $DepOnBy-Next ) {
next unless( $dep-BaseURI-IsLocal );
my $orig = $dep-BaseObj-Id;
my $depon = $dep-TargetObj-Id;
$RT::Logger-debug(ORIG: $orig DEPON: $depon);
}
my $OriginalTicketObj = RT::Ticket-new($RT::SystemUser);
$OriginalTicketObj-Load($orig);
$RT::Logger-debug(TBRUMM-LWIS-TST: CustomActionCleanCode - Ende);
return 1;
---
This is the version like explained from Jason and it is not working.
And the same problem if i replace:
my $OriginalTicketObj = RT::Ticket-new($RT::SystemUser);
$OriginalTicketObj-Load($orig);
with
my $OriginalTicketObj = LoadTicket($orig);
I have now idea anymore whats going wrong at the moment.
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Matt Zagrabelny
Gesendet: Dienstag, 17. November 2009 15:38
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] How to get TicketObj from a Ticket ID
On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
wrote:
Hi,
i'm now searching since some hours how to get the TicketObj from a given
Ticket ID.
Normally from within a scrip i go this way: $self-TicketObj and i can
work with all the Information (like $self-TicketObj-Status etc)
Now i have only i Ticket ID stored in a variable and i'm searching a way to
get back my TicketObj.
my $TicketObj = LoadTicket($id);
--
Matt Zagrabelny - mzagr...@d.umn.edu - (218) 726 8844 University of Minnesota
Duluth Information Technology Systems Services PGP key 1024D/84E22DA2
2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2
He is not a fool who gives up what he cannot keep to gain what he cannot lose.
-Jim Elliot
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sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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[rt-users] Shredding users
Hi Got a quick query regarding the shredder. Im trying to move a users cases to a different user and then shred the first user, using: rt-shredder --plugin Users=name,user;status,any;replace_relations,user-old This does everything I want except it still shreds the tickets, whereas I only wanted to get rid of the original user account and preserver the tickets with another user. Does anybody know if theres a way to do this through the shredder tool? regards Garry -- Dr Garry Booth IT Services Loughborough University ___ 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] Question about changing the look and feel of RT
Jake, Here's how I've changed the background: I copied /usr/local/rt3/share/html/NoAuth/css/web2/layout.css to /usr/local/rt3/local/html/NoAuth/css/web2/layout.css, commented out background: under body and created a new background entry: background: #8B; Chris elsif j...@elsif.net Sent by: rt-users-boun...@lists.bestpractical.com 11/16/2009 10:59 AM To rt-users@lists.bestpractical.com cc Subject [rt-users] Question about changing the look and feel of RT RT 3.8.5 on FreeBSD-6.2 using Apache 2.2.6 using mason_handler.fcgi I can not figure out how to change the color scheme of RT to be red instead of blue. I've Googled the hell out of the issue and have yet to come to a solution. I've found and replaced: /opt/rt3/share/html/NoAuth/css/web2/images/source/background-gradient.png ...with my own, which results in the top menu bar RT at a glance + New ticket in toolbar is now red. The rest of the page remains blue. I've tried changing multiple color entries in multiple .css files, but have yet to find the one that works. My HTML source refers to: link rel=stylesheet href=/NoAuth/css/web2/main-squished.css type=text/css media=all / ...but I have no main-squished.css anywhere. I've tried changing settings in /opt/rt3/share/html/NoAuth/css/web2/main.css, but have yet to find the right one. The worst part about this is that I know I've found the answer to this years ago in what was probably RT 3.0.x ro 3.1.x...and I know the answer must be out there somewhere, but just can't find it... If anyone can provide me guidance here, I would greatly appreciate it. -Jake ___ 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] How to get TicketObj from a Ticket ID
Finally i got the error. outsite the while loop the $orig variable does not
exsist.
Thanks to all for the help.
Torsten
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten
/ Kuehne + Nagel / Ham MI-ID
Gesendet: Dienstag, 17. November 2009 16:12
An: Matt Zagrabelny; rt-users@lists.bestpractical.com; smit...@bnl.gov
Betreff: Re: [rt-users] How to get TicketObj from a Ticket ID
Hi Matt Jason,
thanks for your support, but i cant get this running. I have tried both methods
and both wont work.
Here my Action Code:
my $DepOnBy = $self-TicketObj-DependedOnBy; while( my $dep = $DepOnBy-Next )
{
next unless( $dep-BaseURI-IsLocal );
my $orig = $dep-BaseObj-Id;
my $depon = $dep-TargetObj-Id;
$RT::Logger-debug(ORIG: $orig DEPON: $depon); }
my $OriginalTicketObj = RT::Ticket-new($RT::SystemUser);
$OriginalTicketObj-Load($orig);
$RT::Logger-debug(TBRUMM-LWIS-TST: CustomActionCleanCode - Ende); return 1;
---
This is the version like explained from Jason and it is not working.
And the same problem if i replace:
my $OriginalTicketObj = RT::Ticket-new($RT::SystemUser);
$OriginalTicketObj-Load($orig);
with
my $OriginalTicketObj = LoadTicket($orig);
I have now idea anymore whats going wrong at the moment.
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Matt Zagrabelny
Gesendet: Dienstag, 17. November 2009 15:38
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] How to get TicketObj from a Ticket ID
On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
wrote:
Hi,
i'm now searching since some hours how to get the TicketObj from a given
Ticket ID.
Normally from within a scrip i go this way: $self-TicketObj and i can
work with all the Information (like $self-TicketObj-Status etc)
Now i have only i Ticket ID stored in a variable and i'm searching a way to
get back my TicketObj.
my $TicketObj = LoadTicket($id);
--
Matt Zagrabelny - mzagr...@d.umn.edu - (218) 726 8844 University of Minnesota
Duluth Information Technology Systems Services PGP key 1024D/84E22DA2
2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2
He is not a fool who gives up what he cannot keep to gain what he cannot lose.
-Jim Elliot
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Re: [rt-users] Shredding users
I guess your best bet would be to change the owner of the tickets first before running the shredder tool? Andy Hi Andy Id like to change the histroy in the ticket so user becomes user-old throughout, sadly changing the ticket owner doesnt do this :-[ regards Garry ps I tested this on 3.8.1 (shouldve mentioned in the original email - doh!) ___ 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] Shredding users
On Tue, 2009-11-17 at 15:05 +, G.Booth wrote: This does everything I want except it still shreds the tickets, whereas I only wanted to get rid of the original user account and preserver the tickets with another user. Does anybody know if theres a way to do this through the shredder tool? I guess your best bet would be to change the owner of the tickets first before running the shredder tool? Andy ___ 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] Shredding users
On Tue, 2009-11-17 at 15:50 +, G.Booth wrote: Id like to change the histroy in the ticket so user becomes user-old throughout, sadly changing the ticket owner doesnt do this :-[ Then I suspect shredder is the wrong tool. Have you considered just renaming all the users using the RT API? (ok, I'm making a little bit of an assumption that you can do this, but I'd guess you can). Andy ___ 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 Upgrade failing from 3.6.6 to 3.8.6
Hi Tom, There is only one my.cnf and it doesn't contain those sections with that line. From what I can determine mysql is set to listen to any address. When I forced a localhost connection, I was able to connect as both root and rt_user. -Josh -Original Message- From: Tom Lahti [mailto:t...@bitstatement.net] Sent: Monday, November 16, 2009 5:38 PM To: Barron, Josh Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 Try Yes I tried connecting to mysql directly from localhost and that worked: [jbar...@help01 ~]$ mysql -u rt_u...@localhost -p Enter password: ERROR 1045 (28000): Access denied for user 'rt_u...@localhos'@'localhost' (using password: YES) [jbar...@help01 ~]$ mysql -u rt_user -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 138 Server version: 5.0.77 Source distribution Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql exit; Bye [jbar...@help01 ~]$ On *nix, mysql programs read startup options from the following in order: /etc/my.cnf SYSCONFDIR/my.cnf $MYSQL_HOME/my.cnf The file specified with --defaults-extra-file, if any ~/.my.cnf If any of these exist, and there is a [mysql] or [client] section that contains a host=... line, then mysql -u rt_user -p will connect to that host, not localhost. To force a localhost connection, do: mysql -h localhost -u rt_user -p What I'm getting at is: are you sure your MySQL instance for RT is on localhost? -- -- Tom Lahti, SCMDBA, LPIC-1 BIT 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
[rt-users] Alternate email addresses for user accounts
Folks: Is there any way to have alternate email addresses per user account? I read something about this on the wiki wish lists but couldn't find any more current information about it. We have staff members who may use more than one email address. Our LDAP tree, by which we are authenticating, already knows about these email addresses. It would be advantageous if RT was able to figure out that bob.jo...@example.org and b...@example.org were actually the same person. Has anyone had any success in implementing something that would grant RT this capability or am I up a creek and just need to force everyone to use the same email address? Thanks in advance, Matt -- Matt Adams Development Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.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] Alternate email addresses for user accounts
Matt Adams wrote: We have staff members who may use more than one email address. Our LDAP tree, by which we are authenticating, already knows about these email addresses. For the sake of clarification, I'd even be good with a solution that didn't involve LDAP. -- Matt Adams Development Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.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] Update Ticket takes too long
Rui, It could be a lot of things. For example, you could have a lng list of requestors and RT is trying to notify ALL of them. Could be you have a lot of watchers and a scrip that notify's them on everything. It takes any application much longer to perform I/O with other systems (like mailgate, etc.) than it does for it's own internal workings. I'd look at the permissions you have set up and the watchers/scrips. Kenn LBNL On 11/17/2009 2:13 AM, Rui Vitor Figueiras Meireles wrote: Hi. I finally have my RT installation configured and in production. For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality. Does anyone know what could be happening? Thank you. ___ 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
[rt-users] RTx::WorkFlowBuilder Depends On Question
Hey Everyone,
I'm working on setting up RTx::WorkFlowBuilder, I have the following in my
RT_SiteConfig:
Set($WorkflowBuilderStages,
{ 'approver1-approval' =
{ content = 'content',
subject = 'Architect Approval for Request: {$Approving-Id} -
{$Approving-Subject}',
owner = 'approver1'
},
'approver2-approval' =
{ content = 'content',
subject = 'Architect Approval for Request: {$Approving-Id} -
{$Approving-Subject}',
owner = 'approver2'
},
'director-approval' =
{ content = 'content',
subject = 'Director Approval for Request: {$Approving-Id} -
{$Approving-Subject}',
owner = 'director'},
}
);
Set( $WorkflowBuilderRules,
{ 'nti-test-approval' = [ ['approver1-approval', 'approver2-approval']
= 'director-approval'] }
);
which generates the following template:
===Create-Ticket: workflow-approver1-approval
Subject: Architect Approval for Request: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Refers-To: TOP
Queue: ___Approvals
Owner: approver1
Requestors: {$Tickets{TOP}-Requestors}
Type: approval
Content-Type: text/plain
Due: {time + 86400}
Content: content
ENDOFCONTENT
===Create-Ticket: workflow-approver2-approval
Subject: Architect Approval for Request: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Refers-To: TOP
Queue: ___Approvals
Owner: approver2
Requestors: {$Tickets{TOP}-Requestors}
Type: approval
Depends-On: workflow-approver1-approval
Content-Type: text/plain
Due: {time + 86400}
Content: content
ENDOFCONTENT
===Create-Ticket: workflow-director-approval
Subject: Director Approval for Request: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Refers-To: TOP
Queue: ___Approvals
Owner: director
Requestors: {$Tickets{TOP}-Requestors}
Depended-On-By: TOP
Type: approval
Depends-On: workflow-ARRAY(0x996b490)
Content-Type: text/plain
Due: {time + 86400}
Content: content
ENDOFCONTENT
we're seeing a few problems:
1. the approver2 child ticket isn't notifying the approver2 that they have a
pending approval, that specific ticket is in the new status vs the open
status that the other 2 are
2. the director is getting notified of pending approval before an approver1
(or approver2) approves the ticket
3. if approver1 denies the request, the ticket does not get closed (didn't
test approver2).. if the director does, it closes like it should
is anyone using it in production with a dual approval for the 1st step? I
found the Depends-On: workflow-ARRAY(0x996b490) of the child ticket for the
director a little interesting. Also, the doc doesn't specify, but do I need to
add RTx::WorkFlowBuilder to the list of plugins in RT_SiteConfig?
Nicola
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Re: [rt-users] Update Ticket takes too long
Thank you. I believe it was a DNS problem. I have a scrip to send e-mail notifications to all members of a certain group whenever a new ticket is posted in a certain queue. However, there was only 1 member in that group! The process of sending the e-mail was taking too long probably because the server couldn't find (immediately) the MX record of the domain. I corrected this and now it seems quicker. Thanks! Rui Meireles -Original Message- From: Ken Crocker [mailto:kfcroc...@lbl.gov] Sent: terça-feira, 17 de Novembro de 2009 16:25 To: Rui Vitor Figueiras Meireles Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Update Ticket takes too long Rui, It could be a lot of things. For example, you could have a lng list of requestors and RT is trying to notify ALL of them. Could be you have a lot of watchers and a scrip that notify's them on everything. It takes any application much longer to perform I/O with other systems (like mailgate, etc.) than it does for it's own internal workings. I'd look at the permissions you have set up and the watchers/scrips. Kenn LBNL On 11/17/2009 2:13 AM, Rui Vitor Figueiras Meireles wrote: Hi. I finally have my RT installation configured and in production. For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality. Does anyone know what could be happening? Thank you. ___ 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
[rt-users] Create Ticket Links via Scrip
Hi, another (hopefully) tiny problem. I'm trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child link to an existing ticket) My Idea: $self-TicketObj-AddLink(Type='Members',Target=ID_OF_CHILD); but this is not working. I have tried with success the following: $self-TicketObj-AddLink(Type='MemberOf',Target=ID_OF_CHILD); $self-TicketObj-AddLink(Type='RefersTo',Target=ID_OF_CHILD); $self-TicketObj-AddLink(Type='ReferedToBy',Target=ID_OF_CHILD); All are working but Members is not working. I see at the ticket history: RT_SYSTEM - thats all and nothing inside the Logs Any Ideas? Is this a typo error?!? Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ 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] Error :is no longer a value for custom field
Hi , Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error is no longer a value for custom field value .Any help? Regards, Tony John DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ 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] Shredding users
On Tue, 17 Nov 2009 08:30:49 -0800 Ken Crocker kfcroc...@lbl.gov wrote: G.Booth, You could also use the SQL native to your DataBase and do it manually. However, keep in mind that it is a RISKY business. You must be sure that whatever UserID you change the info to REALLY exists, or your history will break when looking at a ticket. Kenn LBNL Hi Kenn Im trying to avoid that if I can, for just the reasons you list. I can't figure out what the replace_relations part of the shredder is for if not this. If you dump the sql as you run the shred and re-inject it into the database, it seems (at first glance) to have done exactly what I want and all i need to do is now delete the original user. It seems very odd that it would let you go to all of the trouble to rename everything only to then wipe all evidence of it. regards Garry ___ 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] Error :is no longer a value for custom field
Tony, A couple of questions first: 1) Does the Custom Field have Categories? 2) Does the Custom Field actually get updated with that value, regardless of error message? 3) what does your scrip code look like? I can't offer suggestions to code I cannot see. Kenn LBNL On 11/17/2009 9:52 AM, Tony John , Bangalore wrote: Hi , Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error is no longer a value for custom field value .Any help? Regards, Tony John DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ 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
[rt-users] Error while updating a custom filed value using scrip
Hi , Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error is no longer a value for custom field value .Any help? Regards, Tony John DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ 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] Shredding users
G.Booth, Yep, that seems odd. I've done most of my changes to the USERS Table manually in the past. WAY too intense! I'm hoping to move over to shredder with the 3.8.6 version we're about to test. Kenn LBNL On 11/17/2009 9:56 AM, G.Booth wrote: On Tue, 17 Nov 2009 08:30:49 -0800 Ken Crocker kfcroc...@lbl.gov wrote: G.Booth, You could also use the SQL native to your DataBase and do it manually. However, keep in mind that it is a RISKY business. You must be sure that whatever UserID you change the info to REALLY exists, or your history will break when looking at a ticket. Kenn LBNL Hi Kenn Im trying to avoid that if I can, for just the reasons you list. I can't figure out what the replace_relations part of the shredder is for if not this. If you dump the sql as you run the shred and re-inject it into the database, it seems (at first glance) to have done exactly what I want and all i need to do is now delete the original user. It seems very odd that it would let you go to all of the trouble to rename everything only to then wipe all evidence of it. regards Garry ___ 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] Error :is no longer a value for custom field
Hi,
1.Custom field is set as Select a value
2. Below mentioned is the history of actions
Tue Nov 17 12:35:38 2009 Rukmangb - Deal Id 111 added
# Tue Nov 17 12:35:38 2009 Rukmangb - Brand 111 added
# Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI
Entry
# Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry changed to CI
New
# Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI
Entry
# Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry deleted
3.
Custom condition:
return 0 unless ($self-TicketObj-FirstCustomFieldValue('Deal Id') ne and
$self-TicketObj-FirstCustomFieldValue('Brand') ne and
$self-TicketObj-FirstCustomFieldValue('CI Ticket State') eq CI New);
return 1;
Custom preparation code :
Return 1;
Custom Action clean up code :
my( $st, $msg ) = $self-TicketObj-AddCustomFieldValue(
Field = 13,
Value = CI Entry,
RecordTransaction = 1);
return 1;
Regards,
Tony John
-Original Message-
From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, November 17, 2009 11:49 PM
To: Tony John , Bangalore
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error :is no longer a value for custom field
Tony,
A couple of questions first:
1) Does the Custom Field have Categories?
2) Does the Custom Field actually get updated with that value,
regardless of error message?
3) what does your scrip code look like?
I can't offer suggestions to code I cannot see.
Kenn
LBNL
On 11/17/2009 9:52 AM, Tony John , Bangalore wrote:
Hi ,
Im trying to update a customfiled value using a scrip but evrytime I does it
I gets this error is no longer a value for custom field value .Any help?
Regards,
Tony John
DISCLAIMER:
---
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intended for the named recipient(s) only.
It shall not attach any liability on the originator or HCL or its affiliates.
Any views or opinions presented in
this email are solely those of the author and may not necessarily reflect the
opinions of HCL or its affiliates.
Any form of reproduction, dissemination, copying, disclosure, modification,
distribution and / or publication of
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is strictly prohibited. If you have
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Re: [rt-users] Error :is no longer a value for custom field
Tony,
It looks like you're doing this on any create or modify transaction. So
I'll assume you're happy with your condition.
This is the way I would write the action:
Custom Prep Code:
# Set base values
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = WhateverItIs;
my $cf_value = CI Entry;
# Update Custom Field
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
return 1;
Custom Cleanup Code:
return 1;
I Like to use $RT::Sysytemuser so I won't have a problem with privileges
on a Custom Field.
I also like to specify an actual NAME. That way whenever I have to
debug the code, I know what the field is. I might not remember what ID
13 is.
I also like to do this in the prep code. You never know if you might
create another scrip that depends on this value being set BEFORE the
transaction has completed. This would be if you have several scrips that
run in Batch sequence.
Anyway, I hope this helps.
Kenn
LBNL
On 11/17/2009 10:27 AM, Tony John , Bangalore wrote:
Hi,
1.Custom field is set as Select a value
2. Below mentioned is the history of actions
Tue Nov 17 12:35:38 2009 Rukmangb - Deal Id 111 added
# Tue Nov 17 12:35:38 2009 Rukmangb - Brand 111 added
# Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI Entry
# Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry changed to CI New
# Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI Entry
# Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry deleted
3.
Custom condition:
return 0 unless ($self-TicketObj-FirstCustomFieldValue('Deal Id') ne and $self-TicketObj-FirstCustomFieldValue('Brand') ne and
$self-TicketObj-FirstCustomFieldValue('CI Ticket State') eq CI New);
return 1;
Custom preparation code :
Return 1;
Custom Action clean up code :
my( $st, $msg ) = $self-TicketObj-AddCustomFieldValue(
Field = 13,
Value = CI Entry,
RecordTransaction = 1);
return 1;
Regards,
Tony John
-Original Message-
From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, November 17, 2009 11:49 PM
To: Tony John , Bangalore
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error :is no longer a value for custom field
Tony,
A couple of questions first:
1) Does the Custom Field have Categories?
2) Does the Custom Field actually get updated with that value,
regardless of error message?
3) what does your scrip code look like?
I can't offer suggestions to code I cannot see.
Kenn
LBNL
On 11/17/2009 9:52 AM, Tony John , Bangalore wrote:
Hi ,
Im trying to update a customfiled value using a scrip but evrytime I does it I gets this
error is no longer a value for custom field value .Any help?
Regards,
Tony John
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[rt-users] msmtp and Broken pipe
Since it seems that ssmtp cannot handle the emails with the attachments we were sending, I decided to give msmtp a try. So, I set it up following the wiki at http://wiki.bestpractical.com/view/msmtp and sent a test email. In /var/lo/syslog I got: Nov 17 15:06:08 tickets RT: About to commit scrips for transaction #2323 Nov 17 15:06:08 tickets RT: rt-3.6.7-3079-1258488364-624.133-...@domain.com #133/2323 - Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266) Nov 17 15:06:09 tickets RTmailer: CALL /usr/bin/msmtp -nt -oi -t RETURNED 78 Nov 17 15:06:09 tickets RT: rt-3.6.7-3079-1258488364-624.133-...@domain.comCould not send mail: Close failed: Broken pipe at /usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm line 342. Stack: [/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:342] [/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:288] [/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:107] [/usr/share/request-tracker3.6/lib/RT/ScripAction_Overlay.pm:242] [/usr/share/request-tracker3.6/lib/RT/Scrip_Overlay.pm:507] [/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:195] [/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:181] [/usr/share/request-tracker3.6/lib/RT/Record.pm:1466] [/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:2435] [/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:2348] [/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:780] [/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/share/request-tracker3.6/lib/RT/Action/Sen Nov 17 15:06:09 tickets RT: rt-3.6.7-3079-1258488364-624.133-...@domain.com #133/2323 - Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266) Nov 17 15:06:09 tickets RT: rt-3.6.7-3079-1258488364-624.133-...@domain.com No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278) Nov 17 15:06:09 tickets RT: rt-3.6.7-3079-1258488364-624.133-...@domain.com #133/2323 - Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266) Why would I be getting a broken pipe? ___ 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 Upgrade failing from 3.6.6 to 3.8.6
Hi Tom, There is only one my.cnf and it doesn't contain those sections with that line. From what I can determine mysql is set to listen to any address. When I forced a localhost connection, I was able to connect as both root and rt_user. -Josh Huh. So you did: mysql -h localhost -u rt_user -p and you're sure there's no ~/.my.cnf (note leading dot, its a hidden file). That is strange. I'm not sure how the schema upgrade script makes its connection to mysql, if its using the mysql client program then it should work exactly the same. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT 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 Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory
[Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n You need to look specifically at the permissions on /opt/rt3/var/mason_data/obj and verify that the user the web server runs as can write to that directory. The higher level directories are irrelevant. Also, if you are using POSIX ACLs you might need to getfacl /opt/rt3/var/mason_data/obj -- -- Tom Lahti, SCMDBA, LPIC-1 BIT 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 Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory
Thanks Tom, Looks like the permissions are set correctly: [r...@help01 rt3]# ls -l /opt/rt3/var/mason_data/ total 24 drwxrwxrwx 2 apache apache 4096 Oct 30 15:51 cache drwxrwxrwx 2 apache apache 4096 Oct 30 15:51 etc drwxrwxrwx 2 apache apache 4096 Nov 17 13:33 obj [r...@help01 rt3]# getfacl /opt/rt3/var/mason_data/obj getfacl: Removing leading '/' from absolute path names # file: opt/rt3/var/mason_data/obj # owner: apache # group: apache user::rwx group::rwx other::rwx -Original Message- From: Tom Lahti [mailto:t...@bitstatement.net] Sent: Tuesday, November 17, 2009 2:47 PM To: Barron, Josh Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory [Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n You need to look specifically at the permissions on /opt/rt3/var/mason_data/obj and verify that the user the web server runs as can write to that directory. The higher level directories are irrelevant. Also, if you are using POSIX ACLs you might need to getfacl /opt/rt3/var/mason_data/obj -- -- Tom Lahti, SCMDBA, LPIC-1 BIT 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 Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory
[Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission Does the *file* .__obj_create_marker already exist in that location, with some un-overwritable permissions perhaps? Or perhaps its in use? lsof | grep marker -- -- Tom Lahti, SCMDBA, LPIC-1 BIT 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 Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory
That file does not exist in the new RT directory, nor is any file by that name in use anywhere from what I can see. I'm really baffled by this. -Josh -Original Message- From: Tom Lahti [mailto:t...@bitstatement.net] Sent: Tuesday, November 17, 2009 3:52 PM To: Barron, Josh Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory [Tue Nov 17 16:24:02 2009] [error] [client 216.222.31.30] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission Does the *file* .__obj_create_marker already exist in that location, with some un-overwritable permissions perhaps? Or perhaps its in use? lsof | grep marker -- -- Tom Lahti, SCMDBA, LPIC-1 BIT 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 Upgrade failing from 3.6.6 to 3.8.6 UPDATE: mason_data directory
-Original Message- From: Barron, Josh That file does not exist in the new RT directory, nor is any file by that name in use anywhere from what I can see. I'm really baffled by this. SELinux isn't turned on by any chance is it? getenforce ausearch -m avc -ts today Stuart ___ 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 Upgrade failing from 3.6.6 to 3.8.6 UPDATE:mason_data directory
Looks like it is on: [r...@help01 jbarron]# /usr/sbin/getenforce Enforcing [r...@help01 jbarron]# /sbin/ausearch -m avc -ts today no matches -Original Message- From: Stuart Browne [mailto:stuart.bro...@ausregistry.com.au] Sent: Tuesday, November 17, 2009 6:04 PM To: Barron, Josh; Tom Lahti Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT Upgrade failing from 3.6.6 to 3.8.6 UPDATE:mason_data directory -Original Message- From: Barron, Josh That file does not exist in the new RT directory, nor is any file by that name in use anywhere from what I can see. I'm really baffled by this. SELinux isn't turned on by any chance is it? getenforce ausearch -m avc -ts today Stuart ___ 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
