Re: [rt-users] Using Markdown in RT?

[Barton Chittenden]

This is definitely a plugin that I would use... a *lot*.

On Fri, Sep 9, 2016 at 11:29 AM, Alex Hall  wrote:

> As long as I know it's not built in and buried in settings somewhere, I
> won't pursue it. I'll wait until things are working and I'm more
> comfortable before trying to make a plugin. :) Thanks.
>
> On Fri, Sep 9, 2016 at 11:13 AM, Matt Zagrabelny 
> wrote:
>
>> On Fri, Sep 9, 2016 at 9:43 AM, Alex Hall  wrote:
>> > I've switched my own account to use that simple editor, but does it
>> already
>> > handle Markdown syntax? If not, is there a plugin or setting to enable
>> such
>> > support?
>> >
>>
>> It does not natively handle MD. A quick google did not yield any MD
>> extensions for RT.
>>
>> It looks like there are JS MD editors - though I am not sure how much
>> effort it would take to make an extension that uses them. Perhaps just
>> a jquery call to change the textarea.
>>
>> -m
>>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>
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Re: [rt-users] Using Markdown in RT?

[Keith Creasy]

I agree that this would be a wonderful extension. I use markdown a lot with 
other web-based apps.


Keith Creasy, Programmer and Technical Lead
American Printing House f/t Blind
Phone: 502.895.2405
Skype: keith537

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Barton Chittenden
Sent: Monday, September 12, 2016 8:38 AM
To: Alex Hall
Cc: rt-users
Subject: Re: [rt-users] Using Markdown in RT?

This is definitely a plugin that I would use... a *lot*.

On Fri, Sep 9, 2016 at 11:29 AM, Alex Hall 
> wrote:
As long as I know it's not built in and buried in settings somewhere, I won't 
pursue it. I'll wait until things are working and I'm more comfortable before 
trying to make a plugin. :) Thanks.

On Fri, Sep 9, 2016 at 11:13 AM, Matt Zagrabelny 
> wrote:
On Fri, Sep 9, 2016 at 9:43 AM, Alex Hall 
> wrote:
> I've switched my own account to use that simple editor, but does it already
> handle Markdown syntax? If not, is there a plugin or setting to enable such
> support?
>

It does not natively handle MD. A quick google did not yield any MD
extensions for RT.

It looks like there are JS MD editors - though I am not sure how much
effort it would take to make an extension that uses them. Perhaps just
a jquery call to change the textarea.

-m



--
Alex Hall
Automatic Distributors, IT department
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[rt-users] Stripping quoted text from emailed ticket replies

[Alex Hall]

Hello all,
The other major problem my boss has with RT is how emailed replies include
quoted text/original messages. If four replies come in, each carrying with
it the entire conversation history, the web UI showing the ticket very
quickly becomes a huge mess. I found a thread from this list that says this
feature was released in 4.0, but I don't see the option anywhere.
http://www.gossamer-threads.com/lists/rt/users/98679

If it's an option, how would I turn it on? If there's a way to have some
cut-off text, like "--reply above this line", below which all text is
simply discarded, that would be great too. I'm on 4.2.8, so maybe the
feature just got delayed and wound up in a newer version than I have?
Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
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Re: [rt-users] Apt source for RT dependencies?

[Alex Hall]

I'm not even installing from source, just the pre-built package (4.2.8) for
Debian. When I issue the command, I get a lot of

depends: libcss-squish-perl but it is no installable
depends: libstring-shellquote-perl but it is not installabl

depends: libcrypt-xi09-perl but it is not installable

and on and on like that. I've successfully installed RT using 'apt-get
install request-tracker4' on two other Debian servers, so I know it works
normally. Given the odd installation on this server, though, I suspect I'm
just missing a source. I'm not familiar with Debian or Apt enough to say
what, but I know I just have to add it to /etc/apt/source.list once I know
what it is I need to add.

On Mon, Sep 12, 2016 at 3:32 PM, Landon Stewart 
wrote:

> I would not use the repo version even without familiarity with Linux - it
> would make things actually more difficult later.  I would follow the
> instructions exactly as they are written by BestPractical from the .tar.gz
> on their site.  One thing you can do to make life a little easier before
> doing that however is to install the CPAN bundle with perl.
>
> On Sep 12, 2016, at 12:29 PM, Alex Hall  wrote:
>
> Hey all,
> Our virtual server host isn't too familiar with Linux. We have a Debian
> server, finally, but when I try to apt-get install request-tracker4, I get
> a bunch of errors about not being able to install dependencies. I'm using
> the sources the original install came with. What source(s) do I need to
> include to let Debian access the necessary dependencies for RT? Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>
>
>


-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
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Re: [rt-users] Moving Tickets in Bulk

[Landon Stewart]

I would personally avoid editing the database manually.  Instead I would simply 
stop new mail from coming in from users/staff and disable the Scrip that would 
send the notification until the import is done.

On Sep 12, 2016, at 9:08 AM, Tim Gustafson  wrote:
> 
> We just finished importing around 50,000 tickets from one RT instance
> into another instance with its own large collection of tickets.  The
> rt-importer script put them into new queues (which we expected) rather
> than the ones we had already created in the destination system for the
> cut-over.  I went in to start moving tickets from the imported queues
> into the correct ones, and noticed that it's kinda slow, and it's
> sending notification e-mails (via scrips) for each move.
> 
> What's the safest way to move tickets from one queue to another in
> bulk without sending notification e-mails?  Is it safe to just do:
> 
> update Tickets set queue = 1234 where queue = 4321
> 
> in Postgres?  I don't care so much if the ticket's transaction history
> doesn't show the move.
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Re: [rt-users] Apt source for RT dependencies?

[Landon Stewart]

On Sep 12, 2016, at 12:39 PM, Alex Hall 
> wrote:

When I issue the command you suggested:
Can't open perl script: no such file or directory
Something seems very off about the Perl installation on this server, given that 
all the dependencies it can't get seem to be the Perl ones.

What is installed related to perl?

dpkg -l | grep perl

Try that on a system that worked and the system that doesn't work and see if 
there's any obvious differences.
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[rt-users] Apt source for RT dependencies?

[Alex Hall]

Hey all,
Our virtual server host isn't too familiar with Linux. We have a Debian
server, finally, but when I try to apt-get install request-tracker4, I get
a bunch of errors about not being able to install dependencies. I'm using
the sources the original install came with. What source(s) do I need to
include to let Debian access the necessary dependencies for RT? Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Apt source for RT dependencies?

[Landon Stewart]

I would not use the repo version even without familiarity with Linux - it would 
make things actually more difficult later.  I would follow the instructions 
exactly as they are written by BestPractical from the .tar.gz on their site.  
One thing you can do to make life a little easier before doing that however is 
to install the CPAN bundle with perl.

On Sep 12, 2016, at 12:29 PM, Alex Hall 
> wrote:

Hey all,
Our virtual server host isn't too familiar with Linux. We have a Debian server, 
finally, but when I try to apt-get install request-tracker4, I get a bunch of 
errors about not being able to install dependencies. I'm using the sources the 
original install came with. What source(s) do I need to include to let Debian 
access the necessary dependencies for RT? Thanks.

--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

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* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Apt source for RT dependencies?

[Landon Stewart]

> On Sep 12, 2016, at 12:32 PM, Landon Stewart  wrote:
> 
> I would not use the repo version even without familiarity with Linux - it 
> would make things actually more difficult later.  I would follow the 
> instructions exactly as they are written by BestPractical from the .tar.gz on 
> their site.  One thing you can do to make life a little easier before doing 
> that however is to install the CPAN bundle with perl.

All on one line:
PERL_MM_USE_DEFAULT=1 perl -MCPAN 'install CPAN::Bundle'

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Re: [rt-users] Ubuntu 16.04.1 LTS

[pavneet_arora]

Thanks, I'll give that a try although the shell command on my server is giving 
a different error. Will post output once I have ssh access.

I have tried reinstalling 4.2.10 and fresh installing 4.4.1 with no change in 
behaviour.  Fixdeps run in both cases. Also, debug log (rt.log) works for 
installation, but not for browser requests pointing, I think, to an issue with 
the upgraded Apache config. At this point, I think that it is a cgi issue but 
haven't yet had a chance to swap out for mod_fcgid.

Regards.

Pavneet Arora 
m: +1 (647) 406-6843
Sent from Windows 10 Mobile.
Please excuse my brevity.

From: Kyle Dippery-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Moving Tickets in Bulk

[Kenneth Marshall]

On Mon, Sep 12, 2016 at 09:08:44AM -0700, Tim Gustafson wrote:
> We just finished importing around 50,000 tickets from one RT instance
> into another instance with its own large collection of tickets.  The
> rt-importer script put them into new queues (which we expected) rather
> than the ones we had already created in the destination system for the
> cut-over.  I went in to start moving tickets from the imported queues
> into the correct ones, and noticed that it's kinda slow, and it's
> sending notification e-mails (via scrips) for each move.
> 
> What's the safest way to move tickets from one queue to another in
> bulk without sending notification e-mails?  Is it safe to just do:
> 
> update Tickets set queue = 1234 where queue = 4321
> 
> in Postgres?  I don't care so much if the ticket's transaction history
> doesn't show the move.
> 
> -- 
> 
> Tim Gustafson
> t...@ucsc.edu
> 831-459-5354
> Baskin Engineering, Room 313A

Hi Tim,

That is how I have done it to avoid the notification flurry.

Regards,
Ken
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* Boston - October 24-26
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[rt-users] Moving Tickets in Bulk

[Tim Gustafson]

We just finished importing around 50,000 tickets from one RT instance
into another instance with its own large collection of tickets.  The
rt-importer script put them into new queues (which we expected) rather
than the ones we had already created in the destination system for the
cut-over.  I went in to start moving tickets from the imported queues
into the correct ones, and noticed that it's kinda slow, and it's
sending notification e-mails (via scrips) for each move.

What's the safest way to move tickets from one queue to another in
bulk without sending notification e-mails?  Is it safe to just do:

update Tickets set queue = 1234 where queue = 4321

in Postgres?  I don't care so much if the ticket's transaction history
doesn't show the move.

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Adding group to one-time CC/Admin CC for ticket?

[Kenneth Marshall]

On Mon, Sep 12, 2016 at 12:53:37PM -0400, Alex Hall wrote:
> Hi all,
> My boss has just been looking through RT, and he didn't like that everyone
> in a queue was emailed for every ticket. I've removed queue staff and admin
> groups as watchers so this won't happen again, and we'll rely on entering
> users into the one-time CC and Admin CC boxes instead, not to mention
> severity escalation.
> 
> This made me wonder, though, if you can add a group as a CC or admin CC on
> a ticket? I know the field wants a comma-separated list of addresses, but
> couldn't a group name go in there, and the system pull the addresses on its
> own? It doesn't currently do this, at least on 4.2.8, but is it an option I
> could enable? Or a feature in newer versions of RT?
> 
> -- 
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com


Hi Alex,

For severity escalation, you can use the priority change to have a Scrip
automatically add an AdminCc to a particular ticket.

Regards,
Ken
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Ubuntu 16.04.1 LTS

[Kyle Dippery]

I had to install a bunch of perl modules after the upgrade. (Probably 
"make fixdeps" or reinstalling RT would have done the same, more 
quickly, but I'm kind of stubborn sometimes.  Also this wasn't our 
production server so I had some freedom to just poke at it and figure 
out what it needed.)


The ones I installed via apt-get (some installed other dependencies of 
their own, that I didn't bother to record):


• libdatetime-perl
• libexception-class-perl
• libdbix-searchbuilder-perl
• libregexp-common-perl
• libregexp-common-net-cidr-perl
• librole-basic-perl
• libemail-address-perl
• libemail-address-list-perl
• libscope-upper-perl
• libdata-guid-perl
• libtext-template-perl
• libhtml-formattext-withlinks-perl
• lIbhtml-formattext-withlinks-andtables-perl
• libhtml-scrubber-perl
• libjson-perl
• libcrypt-eksblowfish-perl
• libtext-password-pronounceable-perl
• libregexp-ipv6-perl
• libnet-cidr-perl
• libtext-wrapper-perl
• libhtml-mason-psgihandler-perl
• starlet
• libapache-session-perl
• libnet-ip-perl

Most of which I found by trying to run the rt-server script from a 
command line and translating the missing perl module to the ubuntu 
package name.


Hope this helps...

Cheers,
Kyle


On 09/09/2016 07:14 AM, Pavneet Arora wrote:


Exactly my problem as well. Still haven’t found a resolution to 
recovering a working Rt on 16.04.1. Did a fresh install of Perl using 
Perlbrew, and even did a fresh install of Rt 4.2.10 as well as 4.4.1 
in test environment. Still the same issues with the fastcgi server not 
staying up. I am thinking that it is something in the apache2(.4) set up?


I was able to solve the PHP issues with a side by side installation of 
php5.6 and php7.0. All of our other applications seem stable.


Sent from Mail  for 
Windows 10


*From: *Joel Bergmark 
*Sent: *Friday, September 9, 2016 04:34
*To: *rt-users@lists.bestpractical.com 


*Subject: *[rt-users] Ubuntu 16.04.1 LTS

Hello everyone,

Just want to ask if anyone have upgraded from Ubuntu server 14.04 LTS 
to 16.04.1 LTS, and if RT broke because of it?


Done this on a different server and got plenty of issues with other 
services (Mostly because php7).


Regards, Joel



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Engineering Computing Services
219 RMB
859-257-1346

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Re: [rt-users] Moving Tickets in Bulk

[Tim Gustafson]

>> update Tickets set queue = 1234 where queue = 4321

> That is how I have done it to avoid the notification flurry.

Thanks, I'm going to go with that for now.  :)

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-
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Re: [rt-users] Apt source for RT dependencies?

[Alex Hall]

Great news! After adding httpredir.debian.org/debian to my sources list,
then running apt-get update, then running apt-get install request-tracker4
--fix-missing, installation appears to be proceeding! I'll email if
something goes disasterously wrong, but we're looking good for the moment.
Thanks!

On Mon, Sep 12, 2016 at 4:01 PM, Alex Hall  wrote:

> To my very inexperienced eye, nothing stands out between the two servers.
> I also had a look at sources.list for both, and the only difference I see
> is in the mirrors. One has no mirrors selected, but it does have the basic
> security.debian.org sources; the other has some mirrors for Digital
> Ocean, as that's where it's hosted. But that's the only difference I
> see--some extra mirrors. I added to the broken server
> deb http://httpredir.debian.org/debian jessie main
> but that didn't help. At the end of the attempt to install RT, I get
> E: unable to correct problems, you have held broken packages.
>
>
> On Mon, Sep 12, 2016 at 3:42 PM, Landon Stewart 
> wrote:
>
>>
>> On Sep 12, 2016, at 12:39 PM, Alex Hall  wrote:
>>
>> When I issue the command you suggested:
>> Can't open perl script: no such file or directory
>> Something seems very off about the Perl installation on this server,
>> given that all the dependencies it can't get seem to be the Perl ones.
>>
>>
>> What is installed related to perl?
>>
>> dpkg -l | grep perl
>>
>> Try that on a system that worked and the system that doesn't work and see
>> if there's any obvious differences.
>>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Boston - October 24-26
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Re: [rt-users] Ubuntu 16.04.1 LTS

[Pavneet Arora]

This is the error that I am getting on the command line.  If anyone has any 
insights, I would be most grateful before I dive into the switch to mod_fcgid 
with apache2 tonight:

#  /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300
STDIN is not a socket, and no --listen, --socket, or --port provided

Thanks.

Pavneet Arora
m: +1 (647) 406-6843
e: pavneet_ar...@waroc.com


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* Boston - October 24-26
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[rt-users] Adding group to one-time CC/Admin CC for ticket?

[Alex Hall]

Hi all,
My boss has just been looking through RT, and he didn't like that everyone
in a queue was emailed for every ticket. I've removed queue staff and admin
groups as watchers so this won't happen again, and we'll rely on entering
users into the one-time CC and Admin CC boxes instead, not to mention
severity escalation.

This made me wonder, though, if you can add a group as a CC or admin CC on
a ticket? I know the field wants a comma-separated list of addresses, but
couldn't a group name go in there, and the system pull the addresses on its
own? It doesn't currently do this, at least on 4.2.8, but is it an option I
could enable? Or a feature in newer versions of RT?

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Apt source for RT dependencies?

[Alex Hall]

To my very inexperienced eye, nothing stands out between the two servers. I
also had a look at sources.list for both, and the only difference I see is
in the mirrors. One has no mirrors selected, but it does have the basic
security.debian.org sources; the other has some mirrors for Digital Ocean,
as that's where it's hosted. But that's the only difference I see--some
extra mirrors. I added to the broken server
deb http://httpredir.debian.org/debian jessie main
but that didn't help. At the end of the attempt to install RT, I get
E: unable to correct problems, you have held broken packages.


On Mon, Sep 12, 2016 at 3:42 PM, Landon Stewart 
wrote:

>
> On Sep 12, 2016, at 12:39 PM, Alex Hall  wrote:
>
> When I issue the command you suggested:
> Can't open perl script: no such file or directory
> Something seems very off about the Perl installation on this server, given
> that all the dependencies it can't get seem to be the Perl ones.
>
>
> What is installed related to perl?
>
> dpkg -l | grep perl
>
> Try that on a system that worked and the system that doesn't work and see
> if there's any obvious differences.
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Ubuntu 16.04.1 LTS

[Landon Stewart]

On Sep 12, 2016, at 2:51 PM, Pavneet Arora 
> wrote:

This is the error that I am getting on the command line.  If anyone has any 
insights, I would be most grateful before I dive into the switch to mod_fcgid 
with apache2 tonight:

#  /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300
STDIN is not a socket, and no --listen, --socket, or --port provided

Can you paste the full apache config for this site?  What does the apache error 
log say for this site?
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Re: [rt-users] Ubuntu 16.04.1 LTS

[Pavneet Arora]

Apache2 config unchanged from before the upgrade to 16.04.1 (host name and 
alias obscured):

# Tell FastCGI to put its temporary files somewhere sane; this may
# be necessary if your distribution doesn't already set it
#FastCgiIpcDir /tmp

FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300


### Optional apache logs for RT
# Ensure that your log rotation scripts know about these files
ErrorLog /opt/rt4/var/log/apache2.error
TransferLog /opt/rt4/var/log/apache2.access
LogLevel debug

AddDefaultCharset UTF-8

ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

ServerAdmin webmaster@localhost
ServerName 
ServerAlias 
DocumentRoot /opt/rt4/share/html


= 2.4> #
Require all granted


Order allow,deny
Allow from all


Options +ExecCGI
AddHandler fcgid-script fcgi


## ErrorLog ${APACHE_LOG_DIR}/error.log

# Possible values include: debug, info, notice, warn, error, crit,
# alert, emerg.
## LogLevel warn

## CustomLog ${APACHE_LOG_DIR}/access.log combined



And the output of /opt/rt4/var/log/apache2.errors:

[Mon Sep 12 17:44:47.246047 2016] [authz_core:debug] [pid 6242] 
mod_authz_core.c(809): [client 99.230.197.137:53085] AH01626: authorization 
result of Require all granted: granted
[Mon Sep 12 17:44:47.246137 2016] [authz_core:debug] [pid 6242] 
mod_authz_core.c(809): [client 99.230.197.137:53085] AH01626: authorization 
result of : granted
[Mon Sep 12 17:44:47.246472 2016] [authz_core:debug] [pid 6242] 
mod_authz_core.c(809): [client 99.230.197.137:53085] AH01626: authorization 
result of Require all granted: granted
[Mon Sep 12 17:44:47.246509 2016] [authz_core:debug] [pid 6242] 
mod_authz_core.c(809): [client 99.230.197.137:53085] AH01626: authorization 
result of : granted
[Mon Sep 12 17:49:47.323439 2016] [fastcgi:error] [pid 6242] [client 
99.230.197.137:53085] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" 
aborted: idle timeout (300 sec)
[Mon Sep 12 17:49:47.323532 2016] [fastcgi:error] [pid 6242] [client 
99.230.197.137:53085] FastCGI: incomplete headers (0 bytes) received from 
server "/opt/rt4/sbin/rt-server.fcgi"

Pavneet Arora
m: +1 (647) 406-6843
e: pavneet_ar...@waroc.com

From: Landon Stewart-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Changing Text on RT Login Page

[Tim Gustafson]

Hi,

We just moved a bunch of users to an RT instance that uses LDAP
authentication, as opposed to RT-specific passwords.  Some of our
users don't read our announcement e-mails (imagine that...) and are
trying to log in using their old RT-specific password, which is
causing them to send e-mails asking why they can't log in.

What's the "official" way to modify the login page's HTML to include
some information about using their LDAP password?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017