Re: [rt-users] Running scrips
I have an update I figured out how to address my issue and thought I would let everyone know. The code in the scrips that was updating the CF was in the Commit sub of the custom action. I move the code from that sub to the Prepare sub. I am not sure this is best practice for Request Tracker but all is working now. Thanks for the input. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 2:12 PM To: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Running scrips Is there a way to force a scrip to commit immediately? Or have the last scrip prepare after the commit has happened on all the other scrips? When I watch the log I see commits happening after all scrips have been prepared. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 1:35 PM To: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: [rt-users] Running scrips Need help figuring out how scrips fire. I have the following scrips most scrips are custom actions and all work using the rt-crontool. The issue I am have is the last scrip depends on the previous scrip changing CF which seems to be the problem. Scrip 3A Retrieve Items from RapidTrax depends on the previous scrips to change CF I have the 3A Retrieve Items from RapidTrax outputting a debug log of what the CF are set to at start time and at that time they are all blank but if I open the ticket the fields have values and if I run the scrip using the rt-crontool after viewing the ticket then it will do the work needed. I have set these scrips up using the normal mode and the batch mode and I have used custom actions and custom conditions. If was comparing this to a database it like the commit commands needs to be executed. Is there a timer that I need to set to wait for? Is there a commit command I need to use? 54http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=54 2A Update Custom Fields Emails from Scalerthttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=54 On Create Update CF for Scalert Blank Enabled [Up] [Down] 83http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=83 2A Update Custom Fields for Big Lotshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=83 On Create Update CF for BigLots Blank Enabled [Up] [Down] 16http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=16 2A Update Custom Fields for Emails From Tjxhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=16 On Create Update CF for Tjx Blank Enabled [Up] [Down] 38http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=38 2A Update Custom Fields for Family Dollarhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=38 On Create Update CF for SmsAssist Blank Enabled [Up] [Down] 91http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=91 2A Update Custom Fields for Gnchttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=91 On Create Update CF for GNC Blank Enabled [Up] [Down] 17http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=17 2A Update Custom Fields for Home Depothttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=17 On Create Update CF for RusComp Blank Enabled [Up] [Down] 92http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=92 2A Update Custom Fields for Jack In The Boxhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=92 On Create Update CF for Corrigo Blank Enabled [Up] [Down] 56http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=56 2A Update Custom Fields for Message from Spectrumhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=56 On Create Update CF for Spectrum Blank Enabled [Up] [Down] 94http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=94 2A Update Custom Fields for Nhaschoolshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=94 On Create Update CF for Nhaschools Blank Enabled [Up] [Down] 93http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=93 2A Update Custom Fields for Party Cityhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=93 On Create Update CF for fmpilot2 Blank Enabled [Up] [Down]
Re: [rt-users] Upgrade
On Wed, 2014-03-26 at 13:08 +, Bryon Baker wrote: Where can I find instructions on how to apply this patch? GET https://github.com/bestpractical/rt/commit/7d100f10.patch | patch -p1 -d /opt/rt4 Clear your Mason cache and restart Apache. - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Upgrade
Thanks Alex Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Thursday, March 27, 2014 11:21 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrade On Wed, 2014-03-26 at 13:08 +, Bryon Baker wrote: Where can I find instructions on how to apply this patch? GET https://github.com/bestpractical/rt/commit/7d100f10.patch | patch -p1 -d /opt/rt4 Clear your Mason cache and restart Apache. - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Getting error when running Asset TypesSelect Tool.
On Wed, Mar 26, 2014 at 04:25:26PM +, Mervini, Joseph A wrote: the Tools - Configuration - Asset Types - Select utility. Any time I click on an asset I get the following message on my browser: An internal RT error has occurred. Your administrator can find more details in RT's log files. HTML::Mason::Commands::ATMaybeRedirectForResults called at /opt/rt4-tlcc2/local/plugins/RTx-AssetTracker/html/AssetTracker/Admin/Types/Modify.html line You appear to be running the AssetTracker extension. This is separate from the officially support Assets for RT extension developed by Best Practical http://bestpractical.com/assets/ I'm not sure if the AssetTracker author watches this list anymore, but you will likely need to dig up contact information for him and approach him directly for support. -kevin pgp4NkuDvzOMV.pgp Description: PGP signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] translate custom lifecycle
On Wed, Mar 26, 2014 at 07:34:45PM +0100, Albert Shih wrote: new/open/on_hold is in english when I choose english in the interface. But it's in french/german/etc. when I choose french/german/etc. in the interface. How can I do the same for my own Lifecycle ? You'll want to look at the po files that ship with RT, which contain translations. If you had a local/po/fr.po with msgid New Status msgstr Statut Nouveau RT would translate statuses. There's more infrastructure needed to tag and extract automatically (which is what we're doing) but for a fixed and known lifecycle, you could just manually create .po files. -kevin pgplsk5mt5_I5.pgp Description: PGP signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Using UpdateStatus in a Search?
On Wed, Mar 26, 2014 at 02:25:49PM -0400, Garrett Michael Hayes (VI) wrote: I am using the UpdateStatus value in the output of my 50 Highest Priority Tickets search to show which tickets have received new emails from users (or updates from other support reps). I would like to be able to use that value as a search criterion, to create a search that shows me ONLY tickets that have such updates. However, I haven't been able to find a syntax that seems to work. I've tried a few possibilities using the advanced editor for the search, but it doesn't seem to be a recognized field for criteria searches. Unfortunately, while there's a piece of syntax calls HasAttribute which would let you say Find my tickets where this attribute about update status exists you actually want to find tickets where the attribute exists and the ticket has transactions newer than the stored value. That would require code like that found in RT::Ticket::SeenUpTo and a custom portlet. -kevin pgpLvbCzerAKP.pgp Description: PGP signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Predefined search for tickets referring to article | Group rights
On Wed, Mar 26, 2014 at 01:31:41PM -0700, rt4 wrote: The privileged users can't remember when the list disappeared from Rt at a glance, so I guess it's quite a while ago. Here's the predefined search (that works for admins, but not for privileged users): Queue = 'HF' AND Status != 'resolved' AND RefersTo = 'a:4' We have two classes, one with articles that are meant for the privileged users, and one class with articles just meant for the admins. a:4 is in the last class. It's not possible to assign the specific article to both classes, and it's not an option to let he privileged users have articles from the admin-class in their drop down menu. Or am I missing something obvious here? What RT version. What rights do Privileged users have on the Admin Class. -kevin pgpPJSFL3Er50.pgp Description: PGP signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Running scrips
On Thu, Mar 27, 2014 at 03:19:56PM +, Bryon Baker wrote: The code in the scrips that was updating the CF was in the Commit sub of the custom action. I move the code from that sub to the Prepare sub. I am not sure this is best practice for Request Tracker but all is working now. For the list archives, this is a really bad idea. Code that runs in the Prepare section of a User Defined Scrip Action will potentially be triggered when clicking Reply or Comment on a ticket, or when visiting the People page of a ticket. It depends on what the Condition of this Scrip is, but it can be quite dangerous. As another user suggested, Batch scrips are likely the solution you're seeking. -kevin pgpVNPdlaMEia.pgp Description: PGP signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] [EXTERNAL] Re: Getting error when running Asset TypesSelect Tool.
Ah. I was wondering about that. Thanks for the feedback. Joe Mervini Sandia National Laboratories High Performance Computing 505.844.6770 jame...@sandia.gov On Mar 27, 2014, at 12:58 PM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Mar 26, 2014 at 04:25:26PM +, Mervini, Joseph A wrote: the Tools - Configuration - Asset Types - Select utility. Any time I click on an asset I get the following message on my browser: An internal RT error has occurred. Your administrator can find more details in RT's log files. HTML::Mason::Commands::ATMaybeRedirectForResults called at /opt/rt4-tlcc2/local/plugins/RTx-AssetTracker/html/AssetTracker/Admin/Types/Modify.html line You appear to be running the AssetTracker extension. This is separate from the officially support Assets for RT extension developed by Best Practical http://bestpractical.com/assets/ I'm not sure if the AssetTracker author watches this list anymore, but you will likely need to dig up contact information for him and approach him directly for support. -kevin -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Running scrips
I tried batch scrips the scrips are also Custom Actions and only fire on Create. As I explained in the earlier message the commits don't seem to be committed by the time the last scrip tests its prepare and the prepare fails therefore being left out of the commit sequence. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 27, 2014 2:07 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Running scrips On Thu, Mar 27, 2014 at 03:19:56PM +, Bryon Baker wrote: The code in the scrips that was updating the CF was in the Commit sub of the custom action. I move the code from that sub to the Prepare sub. I am not sure this is best practice for Request Tracker but all is working now. For the list archives, this is a really bad idea. Code that runs in the Prepare section of a User Defined Scrip Action will potentially be triggered when clicking Reply or Comment on a ticket, or when visiting the People page of a ticket. It depends on what the Condition of this Scrip is, but it can be quite dangerous. As another user suggested, Batch scrips are likely the solution you're seeking. -kevin -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump
I can get RT up and running just fine using LDAP with RT::Authen::ExternalAuth. But as soon as I shut down the server and install mod_ssl, apache won't restart, segfaults. Similarly, I can install mod_ssl just fine but as soon as I install RT::Authen::ExternalAuth and add the known-working LDAP server config to RT_SiteConfig.pm, same problem. I'll be honest that I haven't debugged an apache crash for years. Since I am not even sending the SSL virtual host to RT (the DocumentRoot for the SSL host is the default apache /var/www/html) I am not sure what could be conflicting. I am happy to provide logs but the RT, and apache error logs don't seem to have anything relevant. -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump
On Thu, 2014-03-27 at 16:01 -0500, Dewhirst, Rob wrote: I can get RT up and running just fine using LDAP with RT::Authen::ExternalAuth. But as soon as I shut down the server and install mod_ssl, apache won't restart, segfaults. What version of RT and Apache? I presume you're running with a mod_perl deployment? - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump
RT 4.0.19 (because of RTIR) mod_perl RHEL 6.5 x64 Server version: Apache/2.2.15 (Unix) Server built: Aug 2 2013 08:02:15 Server's Module Magic Number: 20051115:25 Server loaded: APR 1.3.9, APR-Util 1.3.9 Compiled using: APR 1.3.9, APR-Util 1.3.9 Architecture: 64-bit Server MPM: Prefork threaded: no forked: yes (variable process count) Server compiled with -D APACHE_MPM_DIR=server/mpm/prefork -D APR_HAS_SENDFILE -D APR_HAS_MMAP -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled) -D APR_USE_SYSVSEM_SERIALIZE -D APR_USE_PTHREAD_SERIALIZE -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D APR_HAS_OTHER_CHILD -D AP_HAVE_RELIABLE_PIPED_LOGS -D DYNAMIC_MODULE_LIMIT=128 -D HTTPD_ROOT=/etc/httpd -D SUEXEC_BIN=/usr/sbin/suexec -D DEFAULT_PIDLOG=run/httpd.pid -D DEFAULT_SCOREBOARD=logs/apache_runtime_status -D DEFAULT_LOCKFILE=logs/accept.lock -D DEFAULT_ERRORLOG=logs/error_log -D AP_TYPES_CONFIG_FILE=conf/mime.types -D SERVER_CONFIG_FILE=conf/httpd.conf On Thu, Mar 27, 2014 at 4:30 PM, Alex Vandiver ale...@bestpractical.com wrote: On Thu, 2014-03-27 at 16:01 -0500, Dewhirst, Rob wrote: I can get RT up and running just fine using LDAP with RT::Authen::ExternalAuth. But as soon as I shut down the server and install mod_ssl, apache won't restart, segfaults. What version of RT and Apache? I presume you're running with a mod_perl deployment? - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump
On Thu, 2014-03-27 at 16:42 -0500, Dewhirst, Rob wrote: RT 4.0.19 (because of RTIR) mod_perl Interesting; we've seen another report of this previously, but I've been unable to replicate it. It's presumably caused by a disagreement of mod_ssl with the SSL libraries that perl uses for LDAPS support -- and since mod_perl is in use, those two exist in the same process, and their disagreements lead to coredumps. We addressed a similar problem with mod_ssl and TLS connections to Postgres early in the 4.0 series. The simple work-around is to switch from mod_perl to one of the fastcgi deployment strategies, which separates the mod_ssl OpenSSL stack from perl's LDAPS OpenSSL stack, allowing them to play well together. However, I'd love to have a simple replication strategy to help track this down and fix it. How stock an RT install is this? I presume you're running with the standard Apache and mod_perl installs from RPMs? Can you provide your RT::Authen::ExternalAuth configuration? - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT::Authen::ExternalAuth + mod_ssl = core dump
This is just about as basic an RT install as you can get. everything was installed by CPAN and RPMs. I can give you instructions or if you have a place I can put a 1-2GB file I could probably just build a CentOS VM that exhibits the problem. On Thu, Mar 27, 2014 at 4:53 PM, Alex Vandiver ale...@bestpractical.com wrote: On Thu, 2014-03-27 at 16:42 -0500, Dewhirst, Rob wrote: RT 4.0.19 (because of RTIR) mod_perl Interesting; we've seen another report of this previously, but I've been unable to replicate it. It's presumably caused by a disagreement of mod_ssl with the SSL libraries that perl uses for LDAPS support -- and since mod_perl is in use, those two exist in the same process, and their disagreements lead to coredumps. We addressed a similar problem with mod_ssl and TLS connections to Postgres early in the 4.0 series. The simple work-around is to switch from mod_perl to one of the fastcgi deployment strategies, which separates the mod_ssl OpenSSL stack from perl's LDAPS OpenSSL stack, allowing them to play well together. However, I'd love to have a simple replication strategy to help track this down and fix it. How stock an RT install is this? I presume you're running with the standard Apache and mod_perl installs from RPMs? Can you provide your RT::Authen::ExternalAuth configuration? - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training
