[rt-users] Can't initialize RT4 MySQL DB - RT core system objects fails

[pganeshar]

Hello,

I am trying to install RT-4.4.0 on CentOS 6.6. I have successfully installed
all the Perl libs and mods and stuck at the "make initialize-database" stage
currently.

Its failing at the "Now inserting RT core system objects." step.

>From the stack trace I believe the problem is originated here:
[warning]: DBD::mysql::st execute failed: Unknown column 'ObjectId' in
'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line
586.

Here is the whole stack trace:


# make initialize-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
--action init --prompt-for-dba-password
Subroutine IsGroup redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 76.
Subroutine IsUser redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 96.
Subroutine Object redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 116.
Subroutine GrantRight redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 153.
Subroutine RevokeRight redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 190.
Subroutine HasRight redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 286.
Subroutine _HasRight redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 376.
Subroutine _HasGroupRight redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 394.
Subroutine _HasRoleRight redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 448.
Subroutine RolesWithRight redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 520.
Subroutine InvalidateACLCache redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 585.
Subroutine _GetPrincipalTypeForACL redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 606.
Subroutine _ReferenceId redefined at
/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 632.
Subroutine _InitSQL redefined at
/usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 64.
Subroutine _OpenParen redefined at
/usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 106.
Subroutine _CloseParen redefined at
/usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 109.
Subroutine _parser redefined at
/usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 171.
Subroutine ClausesToSQL redefined at
/usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 247.
Subroutine FromSQL redefined at
/usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 282.
Subroutine Query redefined at
/usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 348.
In order to create or update your RT database, this script needs to connect
to your  mysql instance on localhost (port '') as root
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Working with:
Type:   mysql
Host:   localhost
Port:
Name:   rt4
User:   rt_user
DBA:root
[24612] [Thu Jun 16 17:28:31 2016] [warning]: max_allowed_packet is set to
1.0M, which limits the maximum attachment or email size that RT can process. 
Consider adjusting MySQL's max_allowed_packet setting.
(/tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm:307)
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Done.
Now inserting RT core system objects.
[24612] [Thu Jun 16 17:28:31 2016] [warning]: DBD::mysql::st execute failed:
Unknown column 'ObjectId' in 'field list' at
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586.
(/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:586)
[24612] [Thu Jun 16 17:28:31 2016] [warning]: RT::Handle=HASH(0x4d39290)
couldn't execute the query 'INSERT INTO Principals (PrincipalType, ObjectId)
VALUES (?, ?)' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line
599.
DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x4d39290),
"INSERT INTO Principals (PrincipalType, ObjectId) VALUES (?, ?)", "User", 0)
called at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 352
DBIx::SearchBuilder::Handle::Insert(RT::Handle=HASH(0x4d39290),
"Principals", "PrincipalType", "User", "ObjectId", 0) called at
/usr/local/share/perl5/DBIx/SearchBuilder/Handle/mysql.pm line 36
DBIx::SearchBuilder::Handle::mysql::Insert(RT::Handle=HASH(0x4d39290),
"Principals", "PrincipalType", "User", "ObjectId", 0) called at
/usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1320
DBIx::SearchBuilder::Record::Create(RT::Principal=HASH(0x4d1aa48),
"PrincipalType", "User", "ObjectId", 0) called at
/tmp/rt-4.4.0/sbin/../lib/RT/Record.pm line 317
RT::Record::Create(RT::Principal=HASH(0x4d1aa48), "PrincipalType", 
"User",
"ObjectId", 0) called at /usr/share/perl5/vendor_perl/RT/User_Overlay.pm
line 381
RT::User::_BootstrapCreate(RT::User=HASH(0x4d2a088), "Name", 
"RT_System",
"RealName", "The RT System itself", "Comments", "Do not delete or modify
this us

Re: [rt-users] Can't set DBI::db=HASH(0x8b3efb0)->{PrintWarm}

[Shawn Moore]

Hi Daniel,

On 2016年6月16日 at 13:30:18, Daniel M. via rt-users 
(rt-users@lists.bestpractical.com) wrote:

> [/opt/rt4/local/html/Ticket/Update.html:200]

This suggests that you’d customized RT’s code directly, so I bet you are 
running a 4.2-era (or older) /Ticket/Update.html file against RT 4.4. In other 
words, RT has made changes to that file as part of your upgrade to 4.4.0, but 
your local override is hiding those changes, so that’s why you’re seeing 
strange errors.

The way to proceed (in descending order of preference) would be to refactor 
your customizations to be callbacks, which is the recommended way to customize 
RT’s templates, or simply remove your local override if you don’t need it, or 
finally apply your customizations again to 4.4’s version of /Ticket/Update.html.

See https://docs.bestpractical.com/rt/latest/writing_extensions.html#Callbacks 
for more detail on the recommended approach.

Thanks,
Shawn
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI

[Dustin Graves]

Hi Guys,Thanks for the fix, Emmanuel. We ended up doing it a little differently though with the JS I18N engine. You can see the branch 4.4/fix-history-scroll-js for the details. We are planning on merging the fix into 4.4.1.Bernhard, attached is a patch for 4.4.0 that should fix the problem. Let me know if you have any trouble with it.Thank you,Dustin

fix-history-scroll-js-4.4.0.patch
Description: Binary data
On Jun 16, 2016, at 4:05 AM, Emmanuel Lacour  wrote:Le 14/06/2016 à 13:53, Eierschmalz, Bernhard a écrit :Hi,I’m using RT 4.4.0 on a PostgreSQL 9.3 database.Today I activated the optionSet($ShowHistory, ‘scroll’);And I ran into a problem with users with French GUI.When you open a ticket, you should first see “Ticket metadata” and “history”On the French users, the history is not shown.I confirm that it's broken and proposed a fix here:https://issues.bestpractical.com/Ticket/Display.html?id=32090-RT 4.4 and RTIR Training Sessions https://bestpractical.com/training* Los Angeles - September, 2016

signature.asc
Description: Message signed with OpenPGP using GPGMail
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] CommandByMail 2.1 and RT 4.4.0 - Permission denied.

[Armin Liedtke]

I don’t know how I missed it but a bug was already reported about this 6 weeks 
ago.  I looked at the list multiple times and somehow missed seeing the almost 
exact subject line that I used was already there.
https://rt.cpan.org/Public/Bug/Display.html?id=114132

Let us know if you find a fix. Thanks.

Armin


From: Che Geiser [mailto:chegei...@gmail.com]
Sent: Wednesday, June 15, 2016 4:53 PM
To: Armin Liedtke 
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CommandByMail 2.1 and RT 4.4.0 - Permission denied.

I've had this exact same result with CommandByMail 2.1 and RT 4.4.0. I'm new to 
RT and didn't know this was not the way it used to work. It does open up the 
system to some risk as I do need to accept emails into RT from outside sources 
and though unlikely it does make it possible for outside users to make changes 
including delete tickets.

Thanks for any help!
Che

On Wed, Jun 15, 2016 at 3:44 PM, Armin Liedtke 
mailto:armha...@uw.edu>> wrote:
Hello,

I have had our CommandByMail updated to the new version 2.1 and our RT is 
4.4.0.  I have setup a group that is allowed to use CommandByMail.

In the past; If you where is the group it would run the commands correctly.  If 
you were not in the group it bypassed the CommandByMail and work as if it was a 
regular ticket.

Now with 2.1 and 4.4.0. If you are in the group it will run the command 
correctly. However, if you are not in the group then you get a bounce message 
that says:

User [the email address] is not in the configured CommandByMailGroup

This happens every time and even if you send a normal email  or reply to a 
ticket.  My test messages didn’t have any of the “Commands”, there were just a 
general test.



Essential, during my test, EVERYONE would have to be in the group or no one 
could reply or send in a ticket.



Settings from RT_SiteConfig.pm

Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));

Set($CommandByMailGroup, 27713);

Set(@Plugins, qw(RT::Extension::CommandByMail 
RT::Extension::Assets::Import::CSV));



Does anyone have the new version working in the way I described it did in the 
past or is this some sort of bug?
Thanks

Armin


Armin Liedtke
Senior Computer Specialist
UW Bothell/Cascadia College Campus Library

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Can't set DBI::db=HASH(0x8b3efb0)->{PrintWarm}

[Daniel M. via rt-users]

--- Begin Message ---
Upgraded to 4.4.0 and now I see the following in the log:
 [27982] [Thu Jun 16 16:59:19 2016] [warning]: Can't set 
DBI::db=HASH(0x8b3efb0)->{PrintWarm}: unrecognised attribute name or invalid 
value at /usr/local/lib64/perl5/DBI.pm line 739,  line 473. 
(/usr/local/lib64/perl5/DBI.pm:739)
[27982] [Thu Jun 16 16:59:19 2016] [warning]: Error is Can't use string 
("TicketObj") as a subroutine ref while "strict refs" in use at 
/opt/rt4/sbin/../lib/RT/Ticket.pm line 1644,  line 473.

Stack:
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:1644]
  [/opt/rt4/share/html/Ticket/Elements/PreviewScrips:52]
  [/opt/rt4/local/html/Ticket/Update.html:200]
  [/opt/rt4/share/html/Widgets/TitleBox:56]
  [/opt/rt4/local/html/Ticket/Update.html:201]
  [/opt/rt4/share/html/Ticket/autohandler:66]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]
  [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Ticket.pm:1645)
[28077] [Thu Jun 16 17:00:02 2016] [debug]: ExternalInfoPriority not defined. 
User information (including user enabled/disabled) cannot be externally-sourced 
(/opt/rt4/sbin/../lib/RT/Config.pm:1087)
RT is acting normally but these warnings keep on appearing in the logs.  Not 
sure what to make of it.
I want to make sure I clean this up before continuing with my configuration as 
I have a "separate/relay" mailserver.--- End Message ---
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Getting Unknown encoding 'UTF-8' error after installing Hook-LexWrap-0.25

[aniket tripathy]

Hi All,

We are using RT 4.4.0 in our organization. As part of some custom
development,  we installed Hook-LexWrap-0.25 using cpan.

We are getting the following error on starting the rt-server after
installing the Hook::LexWrap module

"Unknown encoding 'UTF-8' at /opt/requestTracker/sbin/../lib/RT.pm line
270."


Once we omit the Users_Local.pm file which uses the LexWrap module,
rt-server starts up fine.

We are perl newbies. Did we miss something during installation of module or
is there any dependency issues between RT 4.4.0 and Hook-LexWrap-0.25?

Thanks.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Ticket-overview

[Joel Bergmark]

Awesome! Thank you for the information, I have completely missed the Chart 
functions :-)

BR /Joel

-Ursprungligt meddelande-
Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Emmanuel 
Lacour
Skickat: den 16 juni 2016 15:01
Till: rt-users@lists.bestpractical.com
Ämne: Re: [rt-users] Ticket-overview

Le 16/06/2016 à 13:07, Joel Bergmark a écrit :
> Hi
> 
>  
> 
> Is there an existing way or new way to create a ticket overview 
> similar to RT-at-a-glance where one can list all users owned tickets stats 
> like:
> 
>  
> 
> Status  Open  Stalled
> 
> FooUser 10  15
> 
> Foo2User 1  20
> 


you just have to make a search of

you just have to make a search of all stalled/or/open tickets, Then click on 
Chart and use a group by Owner And Status, save this chart.
After this you will see the saved chart available in the "RT at a glance" 
config tab.

Or you can write a dedicated component in local/html/Elements/ and expose it 
through  $HomepageComponents so it can be configured on RT at a glance.

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Ticket-overview

[Emmanuel Lacour]

Le 16/06/2016 à 13:07, Joel Bergmark a écrit :
> Hi
> 
>  
> 
> Is there an existing way or new way to create a ticket overview similar
> to RT-at-a-glance where one can list all users owned tickets stats like:
> 
>  
> 
> Status  Open  Stalled
> 
> FooUser 10  15
> 
> Foo2User 1  20
> 


you just have to make a search of

you just have to make a search of all stalled/or/open tickets, Then
click on Chart and use a group by Owner And Status, save this chart.
After this you will see the saved chart available in the "RT at a
glance" config tab.

Or you can write a dedicated component in local/html/Elements/ and
expose it through  $HomepageComponents so it can be configured on RT at
a glance.

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Ticket-overview

[Joel Bergmark]

Hi

Is there an existing way or new way to create a ticket overview similar to 
RT-at-a-glance where one can list all users owned tickets stats like:

Status  Open  Stalled
FooUser 10  15
Foo2User 1  20

The option seems to build a separate webpage doing a sql query to get this 
information?

Regards, Joel
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] on reply "scrips and reipients" is empty on quoted message after Update RT4.4.0

[Christian Loos]

Hi,

you see this [1] bug which will be fixed with RT 4.4.1.

Chris

[1] https://github.com/bestpractical/rt/commit/20a9c09

Am 16.06.2016 um 11:14 schrieb Eierschmalz, Bernhard:
> I updated my environment from RT 4.2.11 to RT 4.4.0
> 
> I’m using RT 4.4.0 on PostgreSQL 9.3
> 
>  
> 
> since this update I have the following problem:
> 
> when I click on “reply” to a message (with quoting the original
> message), Scrips and Recipients are not shown, so I cannot see who will
> receive the message.
> 
> I tested with a lot of HTML-mails – it seems to have to do with the
> length of the original mail.
> 
>  
> 
> Can anybody help me with this issue?
> 

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] on reply "scrips and reipients" is empty on quoted message after Update RT4.4.0

[Eierschmalz, Bernhard]

Hello,

I updated my environment from RT 4.2.11 to RT 4.4.0
I'm using RT 4.4.0 on PostgreSQL 9.3

since this update I have the following problem:
when I click on "reply" to a message (with quoting the original message), 
Scrips and Recipients are not shown, so I cannot see who will receive the 
message.
I tested with a lot of HTML-mails - it seems to have to do with the length of 
the original mail.

Can anybody help me with this issue?


Best Regards
Bernhard

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Adding menu items with external data to SelfService

[Emmanuel Lacour]

Le 13/06/2016 à 06:18, Stephen Switzer a écrit :
> Hi Everyone!
>I have a goal to make RT's Self Service interface a full customer
> portal where they can log in to see their outstanding invoices as well
> as report trouble by creating a ticket. I imagine adding a custom field
> to the users to store an external ID for any user that I would like to
> enable this option for.


why not playing with privileged/unprivileged users, your customers
should be unprivileged, and RT 4.4 Customer role (or a few lines of code
to add a role on RT 4.2) which would point to groups that represents a
company, so each of a company group memeber can see all tickets of this
company ?

> No big deal there. It took a little time to
> figure it out but I have added an "Accounting" option to the top of the
> page, right after "Tickets" by editing
> /opt/rt4/local/html/Elements/Tabs. 

don't do it thi way, it will be hard to follow RT upgrades. You have a
callback in share/htmls/Elements/Tabs named "SelfService" so you just
have to create a
local/html/Callbacks/MyCompany/Elements/Tabs/SelfService file with a
content such as:

<%INIT>
my $accounting = Menu->child( accounting => title => loc('Accounting'),
path => '/SelfService/AccountingARInvoices.html' );



> I then added
> /opt/rt4/local/html/SelfService/AccountingARInvoices.html (which I coped
> from Closed.html and modified). Here's an Excerpt:
> 
> <& /SelfService/Elements/ARInvoices,
> %ARGS,
> status  => [ RT::Queue->InactiveStatusArray ],
> title   => loc('My Open Invoices'),
> BaseURL => RT->Config->Get('WebPath')
> ."/SelfService/AccountingARInvoices.html?",
> Page=> $Page,
> &>
> 
> This then calls /opt/rt4/local/html/SelfService/Elements/ARInvoices. I
> found that in the call to CollectionList, I can comment out the Query
> parameter, and pass Collection instead.
> 
> This is where I seem to have a mental block. I'm not a perl newbie, but
> I infrequently code in perl and keep forgetting things I'd once learned,
> so it might be obvious to others. However, I am new to the Mason
> approach. I'd like to use as many of the built in RT components as
> possible to display the data. I have already built an API that can
> return a list of open invoices in JSON format, and I plan to call this
> API then pass the data as a collection. However, in testing the approach
> I tried hard coding the collection parameter to figure out what this
> collection needs to look like to work... such as: Collection => [('a' =>
> '1'), ('b' => '2')]; ... but I kept getting:
> 


I never played with Collections using other than a query, so I let
others confirm (or not)  if it's possible.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI

[Emmanuel Lacour]

Le 14/06/2016 à 13:53, Eierschmalz, Bernhard a écrit :
> Hi,
> 
>  
> 
> I’m using RT 4.4.0 on a PostgreSQL 9.3 database.
> 
>  
> 
> Today I activated the option
> 
> Set($ShowHistory, ‘scroll’);
> 
>  
> 
> And I ran into a problem with users with French GUI.
> 
> When you open a ticket, you should first see “Ticket metadata” and “history”
> 
> On the French users, the history is not shown.
> 


I confirm that it's broken and proposed a fix here:
https://issues.bestpractical.com/Ticket/Display.html?id=32090



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Changing shape of ticket ID

[Emmanuel Lacour]

Le 16/06/2016 à 08:23, Primoz Jeroncic a écrit :
> 
> I'm sure it can be done, but no matter how much I try and search, I
> don't find way how to do it.


it can be done, but it's a bit tricky, to do it cleanly you have to
override some methods by starting from:

grep SubjectTag lib/ -r


;)


> 
> PS: I know changing this, would break all connections of new
> tickets/replies to old tickets with existing tickets, but I'm fine with
> that.
> 


no, you can stay backward compatible in RT::Interface::Email::ParseTicketId


if it was me I would not change the default format, just allow for
incoming other formats if needed.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016