Re: [rt-users] unprivileged users need to log in twice
On Mon, Dec 14, 2009 at 03:46:52PM -0500, Kevin Falcone wrote: I'd be interested to know if the following patch fixes this on debian stable. You should be able to apply it with cd /usr/share/request-tracker3.6; patch ErrHeadersOut.patch and a restart of apache Your patch seems to be missing :) Also I would like to advise against patching package-installed files directly in this way -- it's a very good way of getting confused as to which version of the software you have installed. I will happily supply a test package if required. Thanks for looking at this, and sorry that I haven't been able to be more proactive. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital 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] scrip not working after upgrade
OK, it works now
Thx
On Mon, 14 Dec 2009 22:08:29 +0300
Ruslan Zakirov wrote:
You have this behaviour because of value in Custom Condition drop
down, it should be user defined. Custom code only used with this
condition.
On Mon, Dec 14, 2009 at 12:35 PM, Nicolas GUIOT
nicolas.gu...@risc-group.com wrote:
Hi,
I still have exactly the same behaviour :
your ticket has been rejeted
Status: open
Please, everyone, just let me know how YOU warn users that their
ticket has been rejected.
Nicolas
On Fri, 11 Dec 2009 12:52:20 -0800
Ken Crocker wrote:
Nicolas,
Try this:
# Custom Condition
#
my $trans = $self-TransactionObj;
return ($trans-Type eq Status
$trans-NewValue eq rejected);
Kenn
LBNL
On 12/11/2009 1:47 AM, Nicolas GUIOT wrote:
Hi everyone,
I'm upgrading from 3.6.1 to 3.8.6, and having (until now) just a
last bug :
I had a scrip that was doing the following : if a ticket has been
rejected, then email the user so that he knows about it.
This was made like this :
Condition : On Status Change
Action : Notify requestor, CCs, and AdminCCs
Template : GlobalTemplate : Reject
Stage : Transaction Create
Custon Condition :
if ( $Ticket-Status eq rejected) { return 1; }
return 0;
So, this works perfectly in the old setup (3.6.1).
But in 3.8.6, every time the status of the ticket changes (open,
solved, closed, etc...), the Requestor receives a ticket
rejected notice.
Has anything changed between the 2 versions ? Did I miss
something else ?
Thanks in advance for your help
Nicolas
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Nicolas GUIOT
Risc Group - Service Production Exploitation
Alcatel/CTI - Av. du Gal de Gaulle
45140 ORMES - FRANCE
Tel : (+33) 2 38 71 84 98
Fax : (+33) 2 38 75 76 92
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Re: [rt-users] unprivileged users need to log in twice
On Tue, Dec 15, 2009 at 08:47:33AM +, Dominic Hargreaves wrote: On Mon, Dec 14, 2009 at 03:46:52PM -0500, Kevin Falcone wrote: I'd be interested to know if the following patch fixes this on debian stable. You should be able to apply it with cd /usr/share/request-tracker3.6; patch ErrHeadersOut.patch and a restart of apache Your patch seems to be missing :) Pull d9ab3597c6193ac82d93bc7882c06f8eab7cbc86 out of the git repo Also I would like to advise against patching package-installed files directly in this way -- it's a very good way of getting confused as to which version of the software you have installed. I will happily supply a test package if required. Unfortunately, without rebuilding a .deb and making that available, this seems the easiest way for someone to test the patch. Thanks for looking at this, and sorry that I haven't been able to be more proactive. I believe this will fix the report against lenny's request-tracker3.6, but I have no idea what is going on with etch's request-tracker3.6 and am unlikely to be able to install an etch system to test. The bug report in the debian tracker sounded like mismatched url/cookies -kevin pgpXnQbd0tXxP.pgp 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
Re: [rt-users] Hyperlink in FCK editor
On Tue, Dec 15, 2009 at 10:16:42AM +0530, Praveen C wrote: I am not able to add hyperlink in RT FCK editor. If i check the source in FCK editor, editor is adding Hyprerlinks but when mail send from RT hyper link is removing from message body I am using Request tracker 3.8 in Debian lenny.. Please help if anybody worked on this Read through docs/templates.pod in your RT tarball for information on how to create html templates. -kevin pgpHl2jlygD09.pgp 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] RT doesn't send HTML emails
Hi, On a brand new setup( 3.8.4, DB migrated from 3.6.1), I was hoping to have email sent in HTML format, but it's not the case. I do have Set($PreferRichText, 1); in RT_SiteConfig.pm, but that doesn't solve my problem. I can see the WYSIWYG editor, tickets show with font/colors etc.. in the GUI, but emails are still plain text. Do I have something else to configure ? Thanks in advance -- Nicolas GUIOT Risc Group - Service Production Exploitation Alcatel/CTI - Av. du Gal de Gaulle 45140 ORMES - FRANCE Tel : (+33) 2 38 71 84 98 Fax : (+33) 2 38 75 76 92 ___ 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 doesn't send HTML emails
On 09/12/15 11:51, Nicolas GUIOT wrote: Hi, On a brand new setup( 3.8.4, DB migrated from 3.6.1), I was hoping to have email sent in HTML format, but it's not the case. I do have Set($PreferRichText, 1); in RT_SiteConfig.pm, but that doesn't solve my problem. I can see the WYSIWYG editor, tickets show with font/colors etc.. in the GUI, but emails are still plain text. Do I have something else to configure ? Thanks in advance Hi Nicolas, RT's templates are plaintext. If you want HTML versions of the templates, you'll have to write them yourself. There may be useful examples on the wiki. In your RT distribution there's a file called docs/templates.pod with more information about HTML templates. That documentation also says We welcome contributions of HTML-ization of builtin templates. As far as I know we have had no such contributions! :) Shawn ___ 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] unprivileged users need to log in twice
On Tue, Dec 15, 2009 at 09:38:18AM -0500, Kevin Falcone wrote: Pull d9ab3597c6193ac82d93bc7882c06f8eab7cbc86 out of the git repo Also I would like to advise against patching package-installed files directly in this way -- it's a very good way of getting confused as to which version of the software you have installed. I will happily supply a test package if required. Unfortunately, without rebuilding a .deb and making that available, this seems the easiest way for someone to test the patch. Yeah, it's a difficult problem. I'll try and build a package with this patch later on this evening in any case, in case that helps. Another suggestion would be to give instructions that result in a file in /usr/local/request-tracker3.6/lib instead. Thanks for looking at this, and sorry that I haven't been able to be more proactive. I believe this will fix the report against lenny's request-tracker3.6, but I have no idea what is going on with etch's request-tracker3.6 and am unlikely to be able to install an etch system to test. The bug report in the debian tracker sounded like mismatched url/cookies Okay, thanks. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital 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] unprivileged users need to log in twice
On Tue, 15 Dec 2009, Dominic Hargreaves wrote: On Wed, Dec 09, 2009 at 11:15:14PM +, Dominic Hargreaves wrote: While I'm here though, I thought I could point out a few things about general RT packaging in Debian. Debian stable's update policy is not to upload new upstream releases and we certainly wouldn't update from 3.6 to 3.8 in unstable. For the avoidance of doubt, this was a typo. unstable has had 3.8 since 2009-03-09. Unfortunately I need to have 3.8 in the stable branch or available in the backports repository. This weird problem and the need to allow unprivileged users to read RTFM articles prompted me to roll 3.8 on my own. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ 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] Logo Replacement in 3.8.x success
Here is how I successfully replaced the default logo in RT 3.8.7:
1) Add the following to RT_SiteConfig.pm, which may me in /opt/rt3/etc/
or /etc/request-tracker3.8/. Alter as appropriate.
Set($WebBaseURL, http://internal.yoyodyne.com;);
Set($WebPath , /rt);
Set($WebURL, $WebBaseURL . $WebPath . /);
Set($WebImagesURL, $WebURL . NoAuth/images/);
Set($LogoLinkURL, $WebBaseUrl);
Set($LogoURL, $WebImagesURL . mylogo.png);
Set($LogoAltText, Yoyodyne Inc);
Set($LogoWidth, '100');
Set($LogoHeight, '50');
2) Copy $RT_HOME/share/html/NoAuth/css/web2/layout.css to
$RT_HOME/local/html/NoAuth/css/web2/. Around line 172 (with RT 3.8.7)
you'll see:
div#logo a {
display: none;
left: 0;
bottom: 0;
}
Change that to something suitable. The following will place the logo at
the bottom left of every page with the left edge aligned with main body
of the page:
div#logo a {
display: fixed;
left: 10%;
bottom: 1%;
}
It would be nice to get RT_SiteConfig.pm to set this part without the need
to edit layout.css?
3) Put your logo in $RT_HOME/local/html/NoAuth/images/. Make sure the
filename here matches what you pout in RT_SiteConfig.pm.
4) Copy $RT_HOME/share/html/Elements/Logo to
$RT_HOME/local/html/Elements. Around line 48 you'll see a line that
begins with div id=logo. That entire div section should be
replaced with this:
div id=logo
a href=%$RT::LogoLinkURL%img
src=%$ARGS{'LogoURL'}||RT-Config-Get('LogoURL')%
alt=% loc(%$RT::LogoAltText%) %
width=%$RT::LogoWidth% height=%$RT::LogoHeight% //a
% if ( $ShowName ) {
span class=rtname% $Name || loc(RT for [_1],
RT-Config-Get('rtname')) %/span
% }
/div
This edit really should be in RT by default.
5) This edit is optional. That big Best Practical logo bugs me, so I
remove it like this:
cp -p $RT_HOME/share/html/Elements/Footer \
$RT_HOME/share/html/Elements/Footer.orig
cp /dev/null $RT_HOME/share/html/Elements/Footer
6) Now restart apache.
--
David Griffith
dgri...@cs.csubak.edu
A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?
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[rt-users] Firefox doesn't recognize RT 3.8.7's username/password fields
One more nit I found with my upcoming upgrade to 3.8.7 involves Firefox. Firefox no longer offers to save usernames and passwords. Does anyone know why this might have happened and what I should do to get Firefox to recognize the fields? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ 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] ACL-Restrict access to Display Ticket Content
Ken, Sorry for the delayed response. See inlines. Thanks, Behzad On Dec 11, 2009, at 12:47 PM, Ken Crocker wrote: Behzad, Two questions: 1) Are there any differences between your Global settings and the Queue settings in question? Yes, but not in a contradictory manner as shown below: Global Queue --- --- EveryoneCommentOnTicket CommentOnTicket CreateTicket CreateTicket ReplyToTicket ReplyToTicket SeeQueue SeeQueue Unprivileged - - Privileged CreateSavedSearch - EditSavedSearch - LoadSavedSearch - SeeDashboard - ShowapprovalsTab - ShowSavedSearches - SubscribeDashboard - User defined ModifySelf As listed in my previous email, I had incrementally added: ModifyTicket OwnTicket ShowTicket ShowTicketComments Watch WatchAdminCc 2) I'm not sure if you are talking about the Show Results letting users see the Queue or if you are talking about seeing a Queue in the drop-down for Creating a Ticket. If the the first, where do you give the right ShowSavedSearch? Here is a clarification for what I am after. From the RTat a glance page, =Quick Search, a) if you were to click on any of the Queues that show up here, you will be taken to another page which reflects the number of tickets found for the selected Queue. b) At this stage: b.1) Presently, both the Ticket No Subject are hyperlinked. b.2) As such if you were to select Ticket No or Subject you will be taken to a page that contains all details corresponding to that Ticket (i.e., Ticket Metatdata, Custom Fields, People, History, reminders, Dates, Links, etc.) -What I am after, is (using ACL's) to allow the user to get to stage b.1 above, but not to be allowed to go to stage b.2 (i.e., Ticket No Subject stop being hyperlinked items). That is I don't want some users to see all details corresponding to a Ticket, but I want to give them the chance to see some high-level attributes (i.e., Ticket No) corresponding to Tickets in a Queue. If this is not doable, it may be a feature request. Kenn LBNL On 12/10/2009 3:48 PM, Behzad Mahini wrote: Is there a way to restrict access for users such that they could see a Queue (as shown in the Quick search), as well as a listing of the Tickets corresponding to that Queue (Show Results -- Results.html page)? However, no further details contents about a ticket (i.e., no Ticket metatdata) to be provided once a Ticket is selected from the Results.html or Simple.html page. ShowTicket privilege is the one that messes me up. (RT 3.8.4) I tried different ACL combinations (for Queue X), and none worked. Presently, I have the following ACL's for Queue X: Everyone: CommentOnTicket CreateTicket ReplyToTicket SeeQueue Unprivileged - Privileged - User Defined Group: Grp-xyz I started from nothing, and experimented by one-by-one adding the following privileges (as soon as I add ShowTicket, it defeats what I am after, and without ShowTicket the Queue does not appear for the user): ModifyTicket
[rt-users] RTx::WorkflowBuilder - unable to run rt-workflow
Hello,
We have been using RT for about a month for simple tracking of problem requests
and now my manager is looking to implement an approvals process. I tried
following the suggestions in the wiki with not much luck. I then stumbled on
the workflow builder extension.
I am trying to set up a very simple one person approval. I have set the
following in my RT_Siteconfig:
RTx-Workflow for Approvals
Set( $WorkflowBuilderStages,
{ 'Manager Approval' =
{ content = 'some content here',
subject = 'Manager Approval for Test Queue: {$Approving-ID} -
{$Approving-Subject}',
owner = 'username'
}
}
);
Set( $WorkflowBuilderRules,
{ 'TestQueue-Approval' = [ 'Manager Approval' ]
}
);
I am getting this error when going to run rt-workflow:
/opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create TestQueue
TestQueue-Approval
Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /etc/perl
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
/usr/local/lib/site_perl .) at bin/rt-workflow line 5.
BEGIN failed--compilation aborted at bin/rt-workflow line 5.
Can anyone point me in the right direction? My RT Configuration page shows
/opt/rt3/local/plugins/RTx-WorkflowBuilder/lib as one of the perl paths. Should
I be running the script as someone other than root? I am sure I am missing
something trivial.
Paul Samarco
Network Administrator
e. psama...@delonghiusa.com
v. 201.518.2257
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Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow
On 09/12/15 14:37, Samarco, Paul wrote: /opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create TestQueue TestQueue-Approval Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at bin/rt-workflow line 5. BEGIN failed--compilation aborted at bin/rt-workflow line 5. The error message lists your @INC paths; your RT library path is not included. Does the following work any better for you? PERL5LIB=/opt/rt3/lib:$PERL5LIB bin/rt-workflow --create TestQueue TestQueue-Approval Shawn ___ 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] RTx::WorkflowBuilder - unable to run rt-workflow
Thanks for your help. That seems to get me by this particular module, however it failed on my next plugin module. I also added that path, and again it worked, but failed on my next plugin. Below is the new error: [Tue Dec 15 20:22:08 2009] [crit]: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627. (/opt/rt3/lib/RT.pm:377) Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627. As you can see, we're now failing in RT.pm. Am I going to have to re-construct the $PERL5LIB variable to include everything shown on my RT Configuration page? Thanks in advance --paul -Original Message- From: Shawn M Moore [mailto:sar...@bestpractical.com] Sent: Tuesday, December 15, 2009 2:53 PM To: Samarco, Paul Cc: 'rt-users@lists.bestpractical.com' Subject: Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow On 09/12/15 14:37, Samarco, Paul wrote: /opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create TestQueue TestQueue-Approval Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at bin/rt-workflow line 5. BEGIN failed--compilation aborted at bin/rt-workflow line 5. The error message lists your @INC paths; your RT library path is not included. Does the following work any better for you? PERL5LIB=/opt/rt3/lib:$PERL5LIB bin/rt-workflow --create TestQueue TestQueue-Approval Shawn ___ 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] new database dump smaller than old one
I installed RT 3.8.7 on a test server and loaded the database with a dump from my production instance of RT (version 3.6.7). I then went through the listed procedures to update the database for 3.8.7. A dump of the resulting database is about 9.5 megabytes whereas the old database dump is about 13 megabytes. I've gone through the new setup and everything seems to be in place and functioning correctly. What could explain this decrease in size? Compression that wasn't done in 3.6.x? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ 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] RTx::WorkflowBuilder - unable to run rt-workflow
On Tue, Dec 15, 2009 at 03:34:55PM -0500, Samarco, Paul wrote: Thanks for your help. That seems to get me by this particular module, however it failed on my next plugin module. I also added that path, and again it worked, but failed on my next plugin. Below is the new error: [Tue Dec 15 20:22:08 2009] [crit]: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627. (/opt/rt3/lib/RT.pm:377) Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627. As you can see, we're now failing in RT.pm. Am I going to have to re-construct the $PERL5LIB variable to include everything shown on my RT Configuration page? You have to include local/lib or RT won't load extensions, PERL5LIB=/opt/rt3/local/lib:/opt/rt3/lib:$PERL5LIB should be fine -kevin Thanks in advance --paul -Original Message- From: Shawn M Moore [mailto:sar...@bestpractical.com] Sent: Tuesday, December 15, 2009 2:53 PM To: Samarco, Paul Cc: 'rt-users@lists.bestpractical.com' Subject: Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow On 09/12/15 14:37, Samarco, Paul wrote: /opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create TestQueue TestQueue-Approval Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at bin/rt-workflow line 5. BEGIN failed--compilation aborted at bin/rt-workflow line 5. The error message lists your @INC paths; your RT library path is not included. Does the following work any better for you? PERL5LIB=/opt/rt3/lib:$PERL5LIB bin/rt-workflow --create TestQueue TestQueue-Approval Shawn ___ 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 pgp2I58v4Mkiy.pgp 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
Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow
I tried that, but am still not having any luck. Is rt-workflow supposed to be run from a command line or somehow from within the RT web interface? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, December 15, 2009 4:05 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow On Tue, Dec 15, 2009 at 03:34:55PM -0500, Samarco, Paul wrote: Thanks for your help. That seems to get me by this particular module, however it failed on my next plugin module. I also added that path, and again it worked, but failed on my next plugin. Below is the new error: [Tue Dec 15 20:22:08 2009] [crit]: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627. (/opt/rt3/lib/RT.pm:377) Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/local/plugins/RTx-WorkflowBuilder/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627. As you can see, we're now failing in RT.pm. Am I going to have to re-construct the $PERL5LIB variable to include everything shown on my RT Configuration page? You have to include local/lib or RT won't load extensions, PERL5LIB=/opt/rt3/local/lib:/opt/rt3/lib:$PERL5LIB should be fine -kevin Thanks in advance --paul -Original Message- From: Shawn M Moore [mailto:sar...@bestpractical.com] Sent: Tuesday, December 15, 2009 2:53 PM To: Samarco, Paul Cc: 'rt-users@lists.bestpractical.com' Subject: Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow On 09/12/15 14:37, Samarco, Paul wrote: /opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create TestQueue TestQueue-Approval Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at bin/rt-workflow line 5. BEGIN failed--compilation aborted at bin/rt-workflow line 5. The error message lists your @INC paths; your RT library path is not included. Does the following work any better for you? PERL5LIB=/opt/rt3/lib:$PERL5LIB bin/rt-workflow --create TestQueue TestQueue-Approval Shawn ___ 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] Maximum size of query
Hi, What is the maximum size of a query in the ticket search (not simple search) Meaning - ( Status = open OR Status = stalled) AND (Creator = a...@1234 OR Creator = e...@5678 ...) --- How long can that be? Thanks, Sean ___ 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] unprivileged users need to log in twice
On Tue, Dec 15, 2009 at 05:19:16PM +, Dominic Hargreaves wrote: On Tue, Dec 15, 2009 at 09:38:18AM -0500, Kevin Falcone wrote: Pull d9ab3597c6193ac82d93bc7882c06f8eab7cbc86 out of the git repo Also I would like to advise against patching package-installed files directly in this way -- it's a very good way of getting confused as to which version of the software you have installed. I will happily supply a test package if required. Unfortunately, without rebuilding a .deb and making that available, this seems the easiest way for someone to test the patch. Yeah, it's a difficult problem. I'll try and build a package with this patch later on this evening in any case, in case that helps. Another suggestion would be to give instructions that result in a file in /usr/local/request-tracker3.6/lib instead. I've put test packages at http://people.debian.org/~dom/rt-test/ David, I'd be grateful if you could give these a spin. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital 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] Unprivileged users and RTFM articles
On Tue, Dec 15, 2009 at 01:42:36PM -0800, David Griffith wrote: I forget where I read this, but I'm under the impression that unprivileged users cannot read RTFM articles in RT 2.6.x. Is this correct? This is the main reason why I'm upgrading to RT 2.8.x. Perhaps, is there something I missed regarding RTFM and unprivileged users? We wrote the feature to allow searching of RTFM articles from the SelfService UI during the 3.6 series for a customer running 3.6.6, so I'd be surprised to learn that it doesn't work there. Did you read lib/RT/FM/Introduction.pod from 2.4.2 and set up your rights as described? -kevin pgpQDLJGXyuLM.pgp 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
Re: [rt-users] RT doesn't send HTML emails
On 12/15/2009 11:57 AM, Shawn M Moore wrote: On 09/12/15 11:51, Nicolas GUIOT wrote: Hi, On a brand new setup( 3.8.4, DB migrated from 3.6.1), I was hoping to have email sent in HTML format, but it's not the case. I do have Set($PreferRichText, 1); in RT_SiteConfig.pm, but that doesn't solve my problem. I can see the WYSIWYG editor, tickets show with font/colors etc.. in the GUI, but emails are still plain text. Do I have something else to configure ? Thanks in advance Hi Nicolas, RT's templates are plaintext. If you want HTML versions of the templates, you'll have to write them yourself. There may be useful examples on the wiki. In your RT distribution there's a file called docs/templates.pod with more information about HTML templates. That documentation also says We welcome contributions of HTML-ization of builtin templates. As far as I know we have had no such contributions! :) Has anyone tried using html templates yet? Just recently I tried converting most of our templates into html, it worked okay, but was a little tricky, trying to get them formatted right so that both the plain text html alternative parts look about the same. Basically I used a pre block with some additional formatting tags and white-spacing. I think RT uses the HTML::TreeBuilder to first create an object tree from the html, then HTML::FormatText to output that tree as plain text. I think that module may be a little buggy though since it would sometimes insert newlines where there shouldn't be any or remove ones that it shouldn't, messing up the plain text alternative part. ~Jason ___ 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] new database dump smaller than old one
Ours reduced by about 1gig. I am sure it is something to do with the more efficient storage of binary files in (Binary Datatypes) Instead of longtext/longblob. I noticed also the backup takes less time to run.. All is well and we have no problems so I feel there is no cause for concern. On Wed, Dec 16, 2009 at 9:50 AM, David Griffith dgri...@cs.csubak.eduwrote: I installed RT 3.8.7 on a test server and loaded the database with a dump from my production instance of RT (version 3.6.7). I then went through the listed procedures to update the database for 3.8.7. A dump of the resulting database is about 9.5 megabytes whereas the old database dump is about 13 megabytes. I've gone through the new setup and everything seems to be in place and functioning correctly. What could explain this decrease in size? Compression that wasn't done in 3.6.x? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ 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
