Re: [rt-users] Hierarchical relationship views of tickets

[Aaron Sallade]

Point me in the right direction for the port and I'll take a look :-)

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]



From: Todd Chapman [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 8:48 PM
To: Kevin Murphy
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Hierarchical relationship views of tickets

 

I implemented this for Asset Tracker. It could easily be ported for
ticket visualization. It uses GraphViz to create a clickable image map
of object relationships.

On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy <[EMAIL PROTECTED]>
wrote:

Anybody else ever want to be able to browse tickets based on
parent/child or dependency relationships?  Anybody implement it?  ;-)

Regards,
Kevin Murphy

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Re: [rt-users] Hierarchical relationship views of tickets

[Jesse Vincent]

On Apr 8, 2008, at 11:47 PM, Todd Chapman wrote:
I implemented this for Asset Tracker. It could easily be ported for  
ticket visualization. It uses GraphViz to create a clickable image  
map of object relationships.




Oh. _That_ we have in 3.8 :)


On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy  
<[EMAIL PROTECTED]> wrote:

Anybody else ever want to be able to browse tickets based on
parent/child or dependency relationships?  Anybody implement it?  ;-)

Regards,
Kevin Murphy

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Re: [rt-users] Hierarchical relationship views of tickets

[Todd Chapman]

I implemented this for Asset Tracker. It could easily be ported for ticket
visualization. It uses GraphViz to create a clickable image map of object
relationships.

On Tue, Apr 8, 2008 at 9:44 PM, Kevin Murphy <[EMAIL PROTECTED]> wrote:

> Anybody else ever want to be able to browse tickets based on
> parent/child or dependency relationships?  Anybody implement it?  ;-)
>
> Regards,
> Kevin Murphy
>
> ___
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>
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> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Hierarchical relationship views of tickets

[Aaron Sallade]

Ok, I installed and am testing on 3.6.6 - 
So far I have found the instead of treeing down into dependants
(DependsOn) it trees down into DependedOnBy, so that it shows a tickets
dependent parents, all the way up a chain, as dependent children.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]


-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 7:33 PM
To: Aaron Sallade
Cc: Kevin Murphy; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Hierarchical relationship views of tickets


On Apr 8, 2008, at 10:23 PM, Aaron Sallade wrote:
> Jesse, is this tested on 3.6.6?

Nope. I haven't tried it in a couple years. Patches would be welcome  
if it doesn't work right. If you need us to fix it up, drop me a line  
and we'll get something figured out.

>
>
> My mouth is watering already!
>
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> "Shared Technology for Community Health"
> (206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> [EMAIL PROTECTED]
>
>
> -Original Message-
> From: Jesse Vincent [mailto:[EMAIL PROTECTED]
> Sent: Tuesday, April 08, 2008 7:21 PM
> To: Kevin Murphy
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Hierarchical relationship views of tickets
>
>
> On Apr 8, 2008, at 9:44 PM, Kevin Murphy wrote:
>> Anybody else ever want to be able to browse tickets based on
>> parent/child or dependency relationships?  Anybody implement it?  ;-)
>>
>
>
> I did. http://search.cpan.org/~jesse/RT-View-Tree-1.4/
>
>> Regards,
>> Kevin Murphy
>>
>> ___
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>>
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>>
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>

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Re: [rt-users] Hierarchical relationship views of tickets

[Jesse Vincent]

On Apr 8, 2008, at 10:23 PM, Aaron Sallade wrote:

Jesse, is this tested on 3.6.6?


Nope. I haven't tried it in a couple years. Patches would be welcome  
if it doesn't work right. If you need us to fix it up, drop me a line  
and we'll get something figured out.





My mouth is watering already!

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]


-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED]
Sent: Tuesday, April 08, 2008 7:21 PM
To: Kevin Murphy
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Hierarchical relationship views of tickets


On Apr 8, 2008, at 9:44 PM, Kevin Murphy wrote:

Anybody else ever want to be able to browse tickets based on
parent/child or dependency relationships?  Anybody implement it?  ;-)




I did. http://search.cpan.org/~jesse/RT-View-Tree-1.4/


Regards,
Kevin Murphy

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Re: [rt-users] Hierarchical relationship views of tickets

[Aaron Sallade]

Jesse, is this tested on 3.6.6?

My mouth is watering already!

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]


-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 7:21 PM
To: Kevin Murphy
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Hierarchical relationship views of tickets


On Apr 8, 2008, at 9:44 PM, Kevin Murphy wrote:
> Anybody else ever want to be able to browse tickets based on
> parent/child or dependency relationships?  Anybody implement it?  ;-)
>


I did. http://search.cpan.org/~jesse/RT-View-Tree-1.4/

> Regards,
> Kevin Murphy
>
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>
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Re: [rt-users] Hierarchical relationship views of tickets

[Aaron Sallade]

Yes! I want to be able to view based on relationships. I haven't put it
together yet, but some sort of forum style thread based view would be
perfect, especially if you could expand and collapse the nodes.

If we had a tree view object we could populate it.

Hmm...maybe we could output in xml and then use some perl add in?

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]


-Original Message-
From: Kevin Murphy [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 6:44 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Hierarchical relationship views of tickets

Anybody else ever want to be able to browse tickets based on 
parent/child or dependency relationships?  Anybody implement it?  ;-)

Regards,
Kevin Murphy

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Re: [rt-users] Hierarchical relationship views of tickets

[Jesse Vincent]

On Apr 8, 2008, at 9:44 PM, Kevin Murphy wrote:

Anybody else ever want to be able to browse tickets based on
parent/child or dependency relationships?  Anybody implement it?  ;-)




I did. http://search.cpan.org/~jesse/RT-View-Tree-1.4/


Regards,
Kevin Murphy

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[rt-users] Hierarchical relationship views of tickets

[Kevin Murphy]

Anybody else ever want to be able to browse tickets based on 
parent/child or dependency relationships?  Anybody implement it?  ;-)

Regards,
Kevin Murphy

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[rt-users] Sort attachments?

[lgrella]

Is there any way to sort the attachments by date (or any other way) for a
ticket? 

Thanks
-- 
View this message in context: 
http://www.nabble.com/Sort-attachments--tp16577571p16577571.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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[rt-users] imports with the offline tool not taking resolved date

[Aaron Sallade]

The offline tool sets the Closed/Resolved timestamp to Now, instead of
taking the value from the import file. Any known work arounds?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]

 

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Re: [rt-users] Missing "take" link for some users

[Keith Edmunds]

On Tue, 8 Apr 2008 11:05:29 -0700, [EMAIL PROTECTED] said:

> I would do a view source of the rendered HTML to see if the link is
> malformed in the output.

That was interesting. The failing user has this in the HTML where the
ticket number goes:

2949

The user that works has (as expected):

2949

So what reasons could there be for having a malformed URL for some users?

Keith

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[rt-users] RTx-Shredder wipeout with incorrect links

[Alex Moura]

Greetings,

When I use the web interface of rtx-shredder - in RT 3.6.5 - to wipeout
tickets, the 'preview' links of the tickets that will be wiped out is
pointing to the wrong URL. Maybe the RT_SiteConfig or Apache confs are
incorrect, and I would like some advise.

It shows this URL:
https://rt.mydomain/Ticket/Display.html?id=54563

instead of this:
https://rt.mydomain/rt/Ticket/Display.html?id=54563

RT_SIteConfig relevant lines:
---
Set($Organization , "mydomain");
Set($RTAddressRegexp , '[EMAIL PROTECTED]');
Set($CanonicalizeEmailAddressMatch   , 'rt.mydomain$');
Set($CanonicalizeEmailAddressReplace , 'mydomain');
Set($CorrespondAddress , '[EMAIL PROTECTED]');
Set($CommentAddress , '[EMAIL PROTECTED]');
Set($WebBaseURL , "https://rt.mydomain";);
Set($WebPath, "/rt");
---

Thanks in advance,

Alex
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Re: [rt-users] About ticket # formating

[Sharlon Carty]

I've been wanting that too. 

 

  _  

From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Nelson
Pereira
Sent: Tuesday, April 08, 2008 7:32 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] About ticket # formating

 

Hi,

 

Is it possible to have the ticket number formatted as [date99xx] x being
the sequence prepended with 0's?

If so, how do I do this?

 

Thanks

 

Nelson

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Re: [rt-users] Intergration with LDAP

[Mike Peachey]

Nelson Pereira wrote:
> So what are you saying?
> 
>  # The filter to use to match RT-Users
>  'filter'=>  '(cn=*)',
>  # The filter that will only match disabled users
>  'd_filter'  =>  '(objectClass=*)',
> 
> 
> 

Just how explicit do I have to be?!

Are you even reading my replies? I don't know whether you're just really 
inexperienced in IT or just not bothering to read what I've written.

I gave you the EXACT lines you need:

'filter'=> '(objectClass=*)',
'd_filter'  => '(userAccountControl:1.2.840.113556.1.4.803:=2)',


 > How do I go back to standard auth

I also told you the EXACT files/folders you need to remove from your RT 
installation to remove the ExternalAuth extension:

$RTHOME/share/html/Callbacks/ExternalAuth
$RTHOME/local/etc/ExternalAuth/RT_SiteConfig.pm
$RTHOME/local/lib/RT/Authen/ExternalAuth.pm
$RTHOME/local/lib/RT/User_Vendor.pm

I'm really quite a patient person, but in this case I'm just flabbergasted.

 > I tried removing the
 > Set($ExternalSettings,
 > But I'm getting all sorts of errors ...

Of COURSE you would! You can't just remove the config options, you need 
to remove the code as I told you before.
-- 
Kind Regards,

___

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
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Re: [rt-users] Intergration with LDAP (need togo back to standard auth...?!?)

[Nelson Pereira]

Yes I did make the changes to RT_SiteConfig.pm and not RT_Config.pm
Yet, when deleting the RT_SiteConfig.pm, I still get loads of errors
saying it's trying to use an external authentication mechanisme like
this error when I try to login with root...(I can no longuer login to RT
because of this)...

System error

error:  Can't use an undefined value as an ARRAY reference at
/opt/rt3/local/lib/RT/User_Vendor.pm line 56.
 
context:  ...   
52:  $RT::Logger->debug( (caller(0))[3], 
53:  "Trying External authentication"); 
54:   
55:  # Get the prioritised list of external authentication services 
56:  my @auth_services = @$RT::ExternalAuthPriority; 
57:   
58:  # For each of those services.. 
59:  foreach my $service (@auth_services) { 
60:   
...   
 
code stack:  /opt/rt3/local/lib/RT/User_Vendor.pm:56
/opt/rt3/local/lib/RT/User_Vendor.pm:359
/opt/rt3/lib/RT/CurrentUser.pm:309
/opt/rt3/share/html/autohandler:247
 
raw error



Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.www.MyFax.com   

-Original Message-
From: Chaim Rieger [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 3:32 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP (need togo back to
standard auth...?!?)

Nelson Pereira wrote:
> How do I go back to standard auth
> This is not working and im getting tight on time
>
>   
when you made your changes i hope you didnt make them in the default 
file but in the second one,
blow away the secondary config file, and you should be all good.
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Re: [rt-users] Intergration with LDAP (need togo back to standard auth...?!?)

[Chaim Rieger]

Nelson Pereira wrote:
> How do I go back to standard auth
> This is not working and im getting tight on time
>
>   
when you made your changes i hope you didnt make them in the default 
file but in the second one,
blow away the secondary config file, and you should be all good.
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Re: [rt-users] Intergration with LDAP (need togo back to standard auth...?!?)

[Nelson Pereira]

How do I go back to standard auth
This is not working and im getting tight on time

I tried removing the 
Set($ExternalSettings,
But I'm getting all sorts of errors ...




Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.www.MyFax.com   

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Nelson
Pereira
Sent: Tuesday, April 08, 2008 3:20 PM
To: [EMAIL PROTECTED]; Chaim Rieger
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

So what are you saying?

 # The filter to use to match RT-Users
 'filter'=>  '(cn=*)',
 # The filter that will only match disabled users
 'd_filter'  =>  '(objectClass=*)',






-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike
Peachey
Sent: Tuesday, April 08, 2008 3:18 PM
To: Chaim Rieger
Cc: Nelson Pereira; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> What Im wondering, is what are theses 2 bellow lines and do I need
them?
>> # The filter to use to match RT-Users
>> 'filter'=>  '*',
>> # The filter that will only match disabled users
>> 'd_filter'  =>  '*',
>>   
> 
> shouldnt filter be cn=*


While I think I wrote the code so that it would be tolerant of the lack 
of them, LDAP filters should ALWAYS be enclosed in parentheses:
  (cn=*)

And, I'm not sure why, but it seems the preferred method of having an 
LDAP "catch-all" filter is to use objectClass:
(objectClass=*)
--
Kind Regards,

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Re: [rt-users] Intergration with LDAP

[Nelson Pereira]

So what are you saying?

 # The filter to use to match RT-Users
 'filter'=>  '(cn=*)',
 # The filter that will only match disabled users
 'd_filter'  =>  '(objectClass=*)',






-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike
Peachey
Sent: Tuesday, April 08, 2008 3:18 PM
To: Chaim Rieger
Cc: Nelson Pereira; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> What Im wondering, is what are theses 2 bellow lines and do I need
them?
>> # The filter to use to match RT-Users
>> 'filter'=>  '*',
>> # The filter that will only match disabled users
>> 'd_filter'  =>  '*',
>>   
> 
> shouldnt filter be cn=*


While I think I wrote the code so that it would be tolerant of the lack 
of them, LDAP filters should ALWAYS be enclosed in parentheses:
  (cn=*)

And, I'm not sure why, but it seems the preferred method of having an 
LDAP "catch-all" filter is to use objectClass:
(objectClass=*)
--
Kind Regards,

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Re: [rt-users] Intergration with LDAP

[Mike Peachey]

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> What Im wondering, is what are theses 2 bellow lines and do I need them?
>> # The filter to use to match RT-Users
>> 'filter'=>  '*',
>> # The filter that will only match disabled users
>> 'd_filter'  =>  '*',
>>   
> 
> shouldnt filter be cn=*


While I think I wrote the code so that it would be tolerant of the lack 
of them, LDAP filters should ALWAYS be enclosed in parentheses:
  (cn=*)

And, I'm not sure why, but it seems the preferred method of having an 
LDAP "catch-all" filter is to use objectClass:
(objectClass=*)
--
Kind Regards,

___

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Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
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Re: [rt-users] Intergration with LDAP

[Mike Peachey]

Drew Barnes wrote:
> Try this.  In RT_SiteConfig.pm
> Set($WebFallbackToInternalAuth , 1); (or maybe it needs to be True.  
> can't recall.)

This config option is only for Apache authentication, so would not be 
useful in this situation.
--
Kind Regards,

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Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
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Re: [rt-users] Intergration with LDAP

[Mike Peachey]

Nelson Pereira wrote:
 > Ok, So I read the instruction on the link given although I still cannot
 > login with a valid Active Directory account
 >
 > Installed the CPAN module…
 >
 > I made the changes in the RT_SiteConfig.pm, restarted the webserver (OK)
 >
 > Try to login and I get this error in /var/log/httpd/error_log
 >
 > [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT couldn't
 > find the queue: general
 > (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

This is nothing to do with the ExternalAuth extension.

 > [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj Can't
 > bind: LDAP_INVALID_CREDENTIALS 49
 > (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
 >
 > What is this saying?

The error given here is throw directly from Net::LDAP (the perl module 
used to perform LDAP communication). The error means that the username 
and password you have given to make a connection to the LDAP server in 
order to search for users is not valid.

This is similar to the rt-user you create to allow RT to use its own 
database. You should have a specified account on your LDAP server that 
RT is given to let it search for users.

Alternatively, you can allow "anonymous binding" in your LDAP server 
that will allow anyone to search it without a username and password. If 
you allow anonymous binding, you simply don't specify a user or pass for 
the ldap server.

 > #
 > ## LDAP AUthentication###
 > #
 > # Order in which the services defined in ExternalSettings
 > # should be used to authenticate users. User is authenticated
 > # if successfully confirmed by any service - no more services
 > # are checked.
 >
 > Set($ExternalAuthPriority,  [   'My_LDAP',
 > 'My_MySQL'
 > ]
 > );

You are not using an external MySQL authentication service, so you 
should not be specifying one. The above line needs to be reduced to this:

Set($ExternalAuthPriority, ['My_LDAP']);

Although you can call the service whatever you want, it doesn't need to 
be My_LDAP, just as long as you change the name in the ExternalSettings 
paramater.

 > # The order in which the services defined in ExternalSettings
 > # should be used to get information about users. This includes
 > # RealName, Tel numbers etc, but also whether or not the user
 > # should be considered disabled.
 > # Once user info is found, no more services are checked.
 > Set($ExternalInfoPriority,  [   'My_MySQL',
 >
 > 'My_LDAP'
 >
 > ]
 >
 > );

Again, you're not using an SQL information service. Reduce it to:

Set($ExternalInfoPriority, ['My_LDAP']);

 > # If this is set to true, then the relevant packages will
 > # be loaded to use SSL/TLS connections. At the moment,
 > # this just means "use Net::SSLeay;"
 > Set($ExternalServiceUsesSSLorTLS,0);

Although there's no harm in clearly specifying this as 0, it's not required.

 > # If this is set to 1, then users should be autocreated by RT
 > # as internal users if they fail to authenticate from an
 > # external service.
 > Set($AutoCreateNonExternalUsers,1);

Are you sure that you want to allow the automatic creation of users who 
fail to authenticate by LDAP or by RT's own internals? You might want 
to, but it's worth knowing if you are sure.

 > # These are the full settings for each external service as a HashOfHashes
 > # Note that you may have as many external services as you wish. They will
 > # be checked in the order specified in the Priority directives above.
 > # e.g.
 >
 > Set($ExternalSettings,  {   # A LDAP SERVICE
 >
 > 'My_LDAP'   =>  {   ## GENERIC 
SECTION
 > 'type'  =>  'ldap',
 > # Should the service be used for authentication?
 > 'auth'  =>  1,
 > # Should the service be used for information? 

 > 'info'  =>  1,
 > # The server hosting the service
 > 'server'=>  'my.domain.name',

Have you set the server to your AD server's name? This is still what I 
set it to in the example.

 > # If you can bind to your LDAP server anonymously you should
 > # remove the user and pass config lines, otherwise specify them here:
 > # The username RT should use to connect to the LDAP server 

 > 'user'  =>  'myldapuser',
 > # The password RT should use to connect to the LDAP server
 > 'pass'=>  'myladappass$',

Do you want to bind to the server anonymously, or do you need to specify 
a username and password? If you have an RT user on the LDAP server to 
use, specify the username and password here. Otherwise, remove these lines.

 > # The LDAP search base
 > 'base'  =>  'cn=Users,dc=protus,dc=org',

This one actually l

[rt-users] Assign custom field to subject‏ - template question

[Gary & Gina Koteras]

Hello all,
 
   I created a scrip that assigns a custom field value to the subject (and that 
works fine). The problem is that the email generated by the template doesn't 
pick up the newly assigned subject. 
Do I need to add something to the template?
 
 
Thanks in advance,
Gary
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Re: [rt-users] printable "work order"

[Tim Wilson]

>>> On Tue, Apr 8, 2008 at  6:23 AM, in message
<[EMAIL PROTECTED]>, "Michal Verner"
<[EMAIL PROTECTED]> wrote: 

> Is there a possibility to add html page to RT, which will generate
> "printer friendly" filled form document? Something like different
> version of Display.html??? 

Michal,

I modified the default RT template to include a separate stylesheet reference 
for printouts. All you need to do is add the following line for the  
section of the RT template:



I created a CSS stylesheet (print.css in my case) which creates a stripped down 
view of a ticket that prints pretty nicely.

-Tim


-- 
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE   Buffalo, MN  55313
ph: 763.682.8740  fax: 763.682.8743  http://www.buffalo.k12.mn.us





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[rt-users] Upgraded RT 3.4 to 3.6

[Jeffrey Lee]

Hi everyone,

 

I just performed a fresh install of RT 3.6 on an Ubuntu 7.10 box and wanted
to migrate my old RT 3.4 system to this new box. So I migrated the data from
my RT 3.4 to 3.6 box. All seems to be well, except for my root account
password needed to be reset and the General Queue needed to be redescribed.

 

I am curious since I am a RT rookie, will I run into any problems with this
type of upgrade/migration? 

 

-Jeff

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Re: [rt-users] LDAP question regarding RT Group Membership

[Mike Peachey]

Aaron Sallade wrote:
> If I set up to use LDAP with the callback that will create RT accounts 
> automatically from a successful LDAP Authentication, is there a way to 
> have the users join the correct RT group for rights management in RT?


No, not at the moment. The current LDAP functionality will only allow 
you to use groups to determine whether a user is allowed to access RT.

Perhaps something to be added in the future.
--
Kind Regards,

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Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
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Re: [rt-users] Missing "take" link for some users

[Aaron Sallade]

I would do a view source of the rendered HTML to see if the link is
malformed in the output.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]


-Original Message-
From: Keith Edmunds [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 11:01 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Missing "take" link for some users

Further information: users who don't see a "take" link can, in fact,
take
tickets by entering the ticket number in the search box, displaying the
ticket and then clicking on the "take" link at the top of the page.

So it would appear that this is not a permissions issue.

Any more ideas as to how I can debug this?

Thanks,
Keith
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Re: [rt-users] Missing "take" link for some users

[Keith Edmunds]

Further information: users who don't see a "take" link can, in fact, take
tickets by entering the ticket number in the search box, displaying the
ticket and then clicking on the "take" link at the top of the page.

So it would appear that this is not a permissions issue.

Any more ideas as to how I can debug this?

Thanks,
Keith
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Re: [rt-users] Intergration with LDAP

[Nelson Pereira]

Getting the same errors even with the filter set to cn=*



Nelson Pereira 

-Original Message-
From: Chaim Rieger [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 1:49 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Nelson Pereira wrote:
> What Im wondering, is what are theses 2 bellow lines and do I need
them?
> # The filter to use to match RT-Users
> 'filter'=>  '*',
> # The filter that will only match disabled users
> 'd_filter'  =>  '*',
>   

shouldnt filter be cn=*
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Re: [rt-users] Intergration with LDAP

[Chaim Rieger]

Nelson Pereira wrote:
> What Im wondering, is what are theses 2 bellow lines and do I need them?
> # The filter to use to match RT-Users
> 'filter'=>  '*',
> # The filter that will only match disabled users
> 'd_filter'  =>  '*',
>   

shouldnt filter be cn=*
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Re: [rt-users] Intergration with LDAP

[Nelson Pereira]

Ok, so I setup debug in RT and this is what it gives me...

[Tue Apr  8 17:41:10 2008] [warning]: Transaction->Create couldn't, as
you didn't specify an object type and id
(/opt/rt3/lib/RT/Record.pm:1486)
[Tue Apr  8 17:41:10 2008] [debug]: RT::User::IsExternalPassword Trying
External authentication (/opt/rt3/local/lib/RT/User_Vendor.pm:52)
[Tue Apr  8 17:41:10 2008] [debug]: Attempting to use external auth
service: My_LDAP (/opt/rt3/local/lib/RT/User_Vendor.pm:63)
[Tue Apr  8 17:41:10 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
[Tue Apr  8 17:41:10 2008] [info]: RT::User::IsExternalPassword External
Auth Failed: npereira (/opt/rt3/local/lib/RT/User_Vendor.pm:294)
[Tue Apr  8 17:41:10 2008] [debug]: RT::User::IsPassword External auth
FAILED (/opt/rt3/local/lib/RT/User_Vendor.pm:360)
[Tue Apr  8 17:41:10 2008] [info]: RT::User::IsInternalPassword AUTH
FAILED (no passwd): npereira (/opt/rt3/local/lib/RT/User_Vendor.pm:305)
[Tue Apr  8 17:41:10 2008] [debug]: RT::User::IsPassword Internal auth
FAILED (/opt/rt3/local/lib/RT/User_Vendor.pm:366)

What Im wondering, is what are theses 2 bellow lines and do I need them?
# The filter to use to match RT-Users
'filter'=>  '*',
# The filter that will only match disabled users
'd_filter'  =>  '*',



-Original Message-
From: Chaim Rieger [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 1:22 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

answers are inline


Nelson Pereira wrote:
>
>  
>
> [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT 
> couldn't find the queue: general 
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
did you setup your email/aliases for each queue?

> [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
>  
>

rt cant bind to your ldap server with the credentials you provided,
turn logging to debug and see what you get in regard to ldap errors.
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[rt-users] LDAP question regarding RT Group Membership

[Aaron Sallade]

If I set up to use LDAP with the callback that will create RT accounts
automatically from a successful LDAP Authentication, is there a way to
have the users join the correct RT group for rights management in RT?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]

 

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Re: [rt-users] Intergration with LDAP

[Drew Barnes]

Try this.  In RT_SiteConfig.pm
Set($WebFallbackToInternalAuth , 1); (or maybe it needs to be True.  
can't recall.)

Nelson Pereira wrote:
>
> How do I disable this functionality as this has made my RT unusable… 
> I’m getting all sorts of issues in the httpd logs…:
>
>  
>
> [Tue Apr  8 17:19:02 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
> [Tue Apr  8 17:19:02 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
> [Tue Apr  8 17:19:02 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
> [Tue Apr  8 17:19:02 2008] [crit]: User creation failed in 
> mailgateway: Could not set user info 
> (/opt/rt3/lib/RT/Interface/Email.pm:243)
>
> [Tue Apr  8 17:19:02 2008] [crit]: User  '[EMAIL PROTECTED]' could 
> not be loaded in the mail gateway (/opt/rt3/lib/RT/Interface/Email.pm:243)
>
> [Tue Apr  8 17:19:02 2008] [error]: RT could not load a valid user, 
> and RT's configuration does not allow
>
> for the creation of a new user for this email ([EMAIL PROTECTED]).
>
>  
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
>
> queue general. (/opt/rt3/lib/RT/Interface/Email.pm:243)
>
> [Tue Apr  8 17:19:03 2008] [error]: Could not record email: Could not 
> load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
>  
>
>  
>
> How do I remove this and go back to the standard standalone MySQL auth…?
>
> 
>
> *From:* [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] *On Behalf Of 
> *Nelson Pereira
> *Sent:* Tuesday, April 08, 2008 1:05 PM
> *To:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Intergration with LDAP
>
>  
>
> Ok, So I read the instruction on the link given although I still 
> cannot login with a valid Active Directory account
>
>  
>
> Installed the CPAN module…
>
>  
>
> I made the changes in the RT_SiteConfig.pm, restarted the webserver (OK)
>
> Try to login and I get this error in /var/log/httpd/error_log
>
>  
>
> [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT 
> couldn't find the queue: general 
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
> [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
>  
>
> What is this saying?
>
>  
>
> My RT_SiteConfig.pm
>
>  
>
>  
>
> #
>
> ## LDAP AUthentication###
>
> #
>
>  
>
> # Order in which the services defined in ExternalSettings
>
> # should be used to authenticate users. User is authenticated
>
> # if successfully confirmed by any service - no more services
>
> # are checked.
>
> Set($ExternalAuthPriority,  [   'My_LDAP',
>
> 'My_MySQL'
>
> ]
>
> );
>
>  
>
> # The order in which the services defined in ExternalSettings
>
> # should be used to get information about users. This includes
>
> # RealName, Tel numbers etc, but also whether or not the user
>
> # should be considered disabled.
>
> # Once user info is found, no more services are checked.
>
> Set($ExternalInfoPriority,  [   'My_MySQL',
>
> 'My_LDAP'
>
> ]
>
> );
>
>  
>
> # If this is set to true, then the relevant packages will
>
> # be loaded to use SSL/TLS connections. At the moment,
>
> # this just means "use Net::SSLeay;"
>
> Set($ExternalServiceUsesSSLorTLS,0);
>
>  
>
> # If this is set to 1, then users should be autocreated by RT
>
> # as internal users if they fail to authenticate from an
>
> # external service.
>
> Set($AutoCreateNonExternalUsers,1);
>
>  
>
> # These are the full settings for each external service as a HashOfHashes
>
> # Note that you may have as many external services as you wish. They will
>
> # be checked in the order specified in the Priority directives above.
>
> # e.g.
>
> #   
> Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
>
> #
>
> Set($ExternalSettings,  {   # A LDAP SERVICE
>
> 'My_LDAP'   =>  {   ## GENERIC SECTION
>
> # The type of 
> service (db/ldap/cookie)
>
> 
> 'type'  =>  'ldap',
>
> # Should the 
> service be used for authentication?
>
> 
> 'auth'  =>  1,
>
>  

Re: [rt-users] Missing "take" link for some users

[Keith Edmunds]

Thanks Kenn. I agree about using groups rather than granting rights to
users individually, and I also agree that it is inappropriate to grant all
global rights "all over the place". The latter action was taken only to
try to find what the problem is. However, given that a user with full
global rights does not see a 'take' link, I don't think it can be that. In
other words, I agree with the philosophy in your post, but it doesn't
solve the problem.

I appreciate you taking the time to reply.

Keith
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Re: [rt-users] Intergration with LDAP

[Nelson Pereira]

I use fetchmail and it worked fine prior to installing this LDAP
functionality... Now I don't seem to be able to go back

I will turn on debug...



-Original Message-
Sent: Tuesday, April 08, 2008 1:22 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

answers are inline


Nelson Pereira wrote:
>
>  
>
> [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT 
> couldn't find the queue: general 
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
did you setup your email/aliases for each queue?

> [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
>  
>

rt cant bind to your ldap server with the credentials you provided,
turn logging to debug and see what you get in regard to ldap errors.
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Re: [rt-users] Intergration with LDAP

[Chaim Rieger]

answers are inline


Nelson Pereira wrote:
>
>  
>
> [Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT 
> couldn't find the queue: general 
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
did you setup your email/aliases for each queue?

> [Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj 
> Can't bind: LDAP_INVALID_CREDENTIALS 49 
> (/opt/rt3/local/lib/RT/User_Vendor.pm:1056)
>
>  
>

rt cant bind to your ldap server with the credentials you provided,
turn logging to debug and see what you get in regard to ldap errors.
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Re: [rt-users] Intergration with LDAP

[Nelson Pereira]

Ok, So I read the instruction on the link given although I still cannot
login with a valid Active Directory account

 

Installed the CPAN module...

 

I made the changes in the RT_SiteConfig.pm, restarted the webserver (OK)

Try to login and I get this error in /var/log/httpd/error_log

 

[Tue Apr  8 17:07:02 2008] [error]: Could not record email: RT couldn't
find the queue: general
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

[Tue Apr  8 17:07:13 2008] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_CREDENTIALS 49
(/opt/rt3/local/lib/RT/User_Vendor.pm:1056)

 

What is this saying?

 

My RT_SiteConfig.pm

 

 

#

## LDAP AUthentication###

#

 

# Order in which the services defined in ExternalSettings

# should be used to authenticate users. User is authenticated

# if successfully confirmed by any service - no more services

# are checked.

Set($ExternalAuthPriority,  [   'My_LDAP',

'My_MySQL'

]

);

 

# The order in which the services defined in ExternalSettings

# should be used to get information about users. This includes

# RealName, Tel numbers etc, but also whether or not the user

# should be considered disabled.

# Once user info is found, no more services are checked.

Set($ExternalInfoPriority,  [   'My_MySQL',

'My_LDAP'

]

);

 

# If this is set to true, then the relevant packages will

# be loaded to use SSL/TLS connections. At the moment,

# this just means "use Net::SSLeay;"

Set($ExternalServiceUsesSSLorTLS,0);

 

# If this is set to 1, then users should be autocreated by RT

# as internal users if they fail to authenticate from an

# external service.

Set($AutoCreateNonExternalUsers,1);

 

# These are the full settings for each external service as a
HashOfHashes

# Note that you may have as many external services as you wish. They
will

# be checked in the order specified in the Priority directives above.

# e.g.

#
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDA
P','Other-DB']);

#

Set($ExternalSettings,  {   # A LDAP SERVICE

'My_LDAP'   =>  {   ## GENERIC
SECTION

# The type of
service (db/ldap/cookie)

'type'
=>  'ldap',

# Should the
service be used for authentication?

'auth'
=>  1,

# Should the
service be used for information?

'info'
=>  1,

# The server
hosting the service

'server'
=>  'my.domain.name',

##
SERVICE-SPECIFIC SECTION

# If you can
bind to your LDAP server anonymously you should

# remove the
user and pass config lines, otherwise specify them here:

#

# The username
RT should use to connect to the LDAP server

'user'
=>  'myldapuser',

# The password
RT should use to connect to the LDAP server

'pass'
=>  'myladappass$',

#

# The LDAP
search base

'base'
=>  'cn=Users,dc=protus,dc=org',

# The filter to
use to match RT-Users

'filter'
=>  '(FILTER_STRING)',

# The filter
that will only match disabled users

'd_filter'
=>  '(FILTER_STRING)',

# Should we try
to use TLS to encrypt connections?

'tls'
=>  0,

# What other
args should I pass to Net::LDAP->new($host,@args)?

'net_ldap_args'
=> [version =>  3   ],

   

Re: [rt-users] Missing "take" link for some users

[Kenneth Crocker]

Keith,


It's all about the privileges. If you are NEVER going to have more than 
a few users, then I suppose granting rights to users would be OK, but we 
prefer to put users in groups that have "like" privileges, that way we 
don't have to wonder why Bob can do it and Frank can't. Granting Global 
"All Powerful" rights all over the place can also bit you in the rear as 
well. No on can possibly recommend what rights to grant unless they know 
your specific infrastructure and how you want to deal with 
tickets/users/requestors. There is some good documentation on the wiki 
on rights.


Kenn
LBNL

On 4/8/2008 7:55 AM, Keith Edmunds wrote:
> Sorry to reactivate this thread, but I'm stumped by this. I'm not even
> sure what to do to start resolving it.
> 
> The problem:
> 
> RT 3.6.1: We have four users on this system. In "10 newest unowned tickets", 
> one
> user has the ticket number as a link and also a 'take' link; the other
> three users have only a plain-text ticket number and no take link.
> 
> What I've checked/done so far:
> 
> - one affected user has been granted full global permissions
> - that user has logged out and back in
> - that user, and the one that works, have the query for the unowned tickets
> - they both have the same display template
> 
> Where can I look next?
> 
> Thanks,
> Keith
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> 
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> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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> 

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Re: [rt-users] Upgrading from 3.4 to 3.6

[Emmanuel Lacour]

On Tue, Apr 08, 2008 at 11:55:52AM -0400, Jeffrey Lee wrote:
> Is there an easy way to upgrade from 3.4 to 3.6? Also is there a step by
> step wiki document regarding this?
> 

This is not a difficult upgrade. All the docs are in the files
README/UPGRADING.
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Re: [rt-users] [RT 3.6.6] Small patch for RT::Transaction::ContentObj

[Jesse Vincent]

On Apr 8, 2008, at 5:29 AM, Boris Lytochkin wrote:


When Quoting some transaction with multiple text/plain attachments
(one for message, and some other as named attachment) wrong
attachment can be selected.
Patch forces attachments w/o name to be selected as source for
quoting.



I wonder if it would make more sense to look at the Content- 
Disposition: header (so we could do smart things with text attachments  
the original sender intentionally inlined.)


thoughts?


===
--- Transaction_Overlay.pm~ Tue Apr  8 12:45:32 2008
+++ Transaction_Overlay.pm  Tue Apr  8 12:45:32 2008
@@ -388,6 +388,7 @@
elsif ( $Attachment->ContentType() =~ '^multipart/' ) {
my $plain_parts = $Attachment->Children();
$plain_parts->ContentType( VALUE => ($PreferredContentType  
|| 'text/plain') );

+$plain_parts->Limit(FIELD => 'Filename', VALUE => '');

# If we actully found a part, return its content
if ( $plain_parts->First && $plain_parts->First->Content ne  
'' ) {




--
Boris Lytochkin,
JSC e-port,  
Moscow 
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[rt-users] Upgrading from 3.4 to 3.6

[Jeffrey Lee]

Is there an easy way to upgrade from 3.4 to 3.6? Also is there a step by
step wiki document regarding this?

 

-Jeff

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Re: [rt-users] Missing "take" link for some users

[Keith Edmunds]

Sorry to reactivate this thread, but I'm stumped by this. I'm not even
sure what to do to start resolving it.

The problem:

RT 3.6.1: We have four users on this system. In "10 newest unowned tickets", one
user has the ticket number as a link and also a 'take' link; the other
three users have only a plain-text ticket number and no take link.

What I've checked/done so far:

- one affected user has been granted full global permissions
- that user has logged out and back in
- that user, and the one that works, have the query for the unowned tickets
- they both have the same display template

Where can I look next?

Thanks,
Keith
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Re: [rt-users] A brief preview of what RT 3.8 is going to look like

[Jesse Vincent]

On Apr 8, 2008, at 11:14 AM, Justin Brodley wrote:
Considering upgrading to the latest build, were currently on 3.6.3.   
But

I'm wondering if this is a Q2/Q3 type release, or if you think it will
be much later, as it may be worth it just to wait.

I know dev's hate giving dates or any idea of when something will be
done, but just a very rough idea would be helpful.



Actually, we have a corporate policy of not promising release dates,  
other than to customers for contracted deliveries.
It'll be done when it's done, though I'd have loved to have had it out  
last month.


-jesse


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Re: [rt-users] Intergration with LDAP

[Mike Peachey]

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> I want to know if RT has the ability to lookup a user in Active
>> Directory to allow the user to login to RT using his Active Directory
>> Username/Password
>>   
> as far as i know (and somebody out there correct me if i am wrong)
> users must be in the RT db, (see note 1) passwords are matched against 
> AD/LDAP and are not stored locally.
> Note 1; this is easy to get around, have all your users send an email to 
> RT, which will then create usernames for them, then map these usernames 
> to the proper mappings in AD.

As per the links pasted before.. this is all covered.

-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] Intergration with LDAP

[Chaim Rieger]

Nelson Pereira wrote:
> I want to know if RT has the ability to lookup a user in Active
> Directory to allow the user to login to RT using his Active Directory
> Username/Password
>   
as far as i know (and somebody out there correct me if i am wrong)
users must be in the RT db, (see note 1) passwords are matched against 
AD/LDAP and are not stored locally.
Note 1; this is easy to get around, have all your users send an email to 
RT, which will then create usernames for them, then map these usernames 
to the proper mappings in AD.
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Re: [rt-users] A brief preview of what RT 3.8 is going to look like

[Justin Brodley]

Considering upgrading to the latest build, were currently on 3.6.3.  But
I'm wondering if this is a Q2/Q3 type release, or if you think it will
be much later, as it may be worth it just to wait. 

I know dev's hate giving dates or any idea of when something will be
done, but just a very rough idea would be helpful. 

Justin Brodley


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Jesse
Vincent
Sent: Tuesday, April 08, 2008 8:06 AM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] A brief preview of what RT 3.8 is going to look
like


On Apr 1, 2008, at 1:51 PM, Kenneth Crocker wrote:
> Jesse,
>
>
>   Other than the ability to change the "look", what are some of
the 
> other enhancements and features of 3.8.0?

For now, you can grab a recent 3.7.x and play around. When we're closer
to a release, we'll be writing up a comprehensive list of cool new
stuff.
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Re: [rt-users] Intergration with LDAP

[Mike Peachey]

Nelson Pereira wrote:
> I want to know if RT has the ability to lookup a user in Active
> Directory to allow the user to login to RT using his Active Directory
> Username/Password

Nelson.. read the wiki pages that I gave you direct links to.

http://wiki.bestpractical.com/view/LDAP
http://wiki.bestpractical.com/view/ExternalAuth

I mean REALLY read them.
-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] A brief preview of what RT 3.8 is going to look like

[Jeff Voskamp]

Jesse Vincent wrote:
>
> On Apr 1, 2008, at 1:51 PM, Kenneth Crocker wrote:
>> Jesse,
>>
>>
>> Other than the ability to change the "look", what are some of the 
>> other enhancements and features of 3.8.0?
>
> For now, you can grab a recent 3.7.x and play around. When we're 
> closer to a release, we'll be writing up a comprehensive list of cool 
> new stuff.
I really like the bookmark window and additional personal preferences.

Jeff
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Re: [rt-users] Intergration with LDAP

[Nelson Pereira]

I want to know if RT has the ability to lookup a user in Active
Directory to allow the user to login to RT using his Active Directory
Username/Password

-Original Message-
From: Chaim Rieger [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 10:59 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Intergration with LDAP

Nelson Pereira wrote:
>
> I've looked around and did not find anything relating to LDAP agent 
> authentication.
>
> Does anyone have a document on how to setup RT to use LDAP for agent 
> login?
>
you mean ldap/AD server based authentication,
its in the wiki.



any specific questions ask away, and please post the relevant lines of 
your config.
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Re: [rt-users] Global or Queue scrips first?

[Jean-Sebastien Morisset]

On Tue, Apr 08, 2008 at 12:53:52AM +0400, Ruslan Zakirov wrote:
> May be there is different "issue". All scrips are prepared first and
> then committed. Notification action collect recipients of the email
> during prepare when scrips must change data only during commit.
> 
> Close to your situation?

Hm. Maybe.

I have a scrip which extracts info from the e-mail and sets certain
custom fields. It's description in the global scrips is "A. On Create
Extract Custom Field Values with template On Create Extract Values" so
it can run first.

I have another scrip in a queue described as "On Create and Owner is
Nobody, Notify Unix with template Added to Queue". I would expect this
scrip to run second.

The notification template uses some custom fields, which were defined by
the first scrip, but they're not showing up in the notification e-mail.

Is there anything I can do to fix this?

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <[EMAIL PROTECTED]>
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Re: [rt-users] Intergration with LDAP

[Mike Peachey]

Chaim Rieger wrote:
> Nelson Pereira wrote:
>> I’ve looked around and did not find anything relating to LDAP agent 
>> authentication.
>>
>> Does anyone have a document on how to setup RT to use LDAP for agent 
>> login?
>>
> you mean ldap/AD server based authentication,
> its in the wiki.

http://wiki.bestpractical.com/view/LDAP
http://wiki.bestpractical.com/view/ExternalAuth
-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] A brief preview of what RT 3.8 is going to look like

[Jesse Vincent]

On Apr 1, 2008, at 1:51 PM, Kenneth Crocker wrote:

Jesse,


	Other than the ability to change the "look", what are some of the  
other enhancements and features of 3.8.0?


For now, you can grab a recent 3.7.x and play around. When we're  
closer to a release, we'll be writing up a comprehensive list of cool  
new stuff.


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Re: [rt-users] Intergration with LDAP

[Chaim Rieger]

Nelson Pereira wrote:
>
> I’ve looked around and did not find anything relating to LDAP agent 
> authentication.
>
> Does anyone have a document on how to setup RT to use LDAP for agent 
> login?
>
you mean ldap/AD server based authentication,
its in the wiki.



any specific questions ask away, and please post the relevant lines of 
your config.
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[rt-users] Intergration with LDAP

[Nelson Pereira]

I've looked around and did not find anything relating to LDAP agent
authentication.

Does anyone have a document on how to setup RT to use LDAP for agent
login?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

   

 

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Re: [rt-users] Problem, cannot restart HTTPD

[Jesse Vincent]

On Apr 8, 2008, at 9:49 AM, Nelson Pereira wrote:

I Don't even know how to fix it...
Tried different things but did'nt help..


It's useful to know what you've tried. What have you tried?







[please keep rt-users cced]

remove the loc() from around the string.

-




Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
[EMAIL PROTECTED]
phone: 613.733. ext.528
MyFax: 613.822.5083
www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.www.MyFax.com   

-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED]
Sent: Tuesday, April 08, 2008 9:39 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem, cannot restart HTTPD

Sounds like the wiki is wrong. Would you mind correcting it once you
get this sorted?

On Apr 8, 2008, at 9:36 AM, Nelson Pereira wrote:


http://wiki.bestpractical.com/view/ChangeLogo





-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED]
Sent: Tuesday, April 08, 2008 9:35 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem, cannot restart HTTPD


On Apr 8, 2008, at 9:13 AM, Nelson Pereira wrote:

Ok that seems to have fixed the issue...

But that line (I commented it out for now) is

Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
System"));

What is wrong with this line? This was taken from the
documentation...



What documentation?


In this case, the problem is that even if it worked, that "loc" would
be run as the config file is loaded, which would get a single string
returned.


Do you really want to localize the alt text?








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[rt-users] notify ticket owner

[Nelson Pereira]

What permissions need to be put and where, so that the ticket owner
receives a notification that the requestor updated the ticket?

 

Also, when a requester sends an NEW email ticket to RT, in the response,
is there a way they can go to a website, and without a login, simply see
the status of the ticket?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

   

 

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[rt-users] Restarting the Database

[Mario Gomide]

Hello list!!

I have installed RT 3.6.1 with Postgres8.1.

I'm needing to clean the ticket database for a fresh start on a new 
working season, but I need to keep the users, queues, custom-fields, etc.
What I'm planning to do is:
- Clean the tables: tickets, attachments, transactions, 
objectcustomfieldvalues and links;
- Set the Current Value to 1 for each one the sequences of the above tables.

Is this procedure ok? Is there anything else I must do (or must not) ?

Mario
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Re: [rt-users] Problem, cannot restart HTTPD

[Jesse Vincent]

Sounds like the wiki is wrong. Would you mind correcting it once you  
get this sorted?


On Apr 8, 2008, at 9:36 AM, Nelson Pereira wrote:


http://wiki.bestpractical.com/view/ChangeLogo





-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED]
Sent: Tuesday, April 08, 2008 9:35 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem, cannot restart HTTPD


On Apr 8, 2008, at 9:13 AM, Nelson Pereira wrote:

Ok that seems to have fixed the issue...

But that line (I commented it out for now) is

Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
System"));

What is wrong with this line? This was taken from the  
documentation...




What documentation?


In this case, the problem is that even if it worked, that "loc" would
be run as the config file is loaded, which would get a single string
returned.


Do you really want to localize the alt text?






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Re: [rt-users] Problem, cannot restart HTTPD

[Nelson Pereira]

http://wiki.bestpractical.com/view/ChangeLogo





-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 9:35 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem, cannot restart HTTPD


On Apr 8, 2008, at 9:13 AM, Nelson Pereira wrote:
> Ok that seems to have fixed the issue...
>
> But that line (I commented it out for now) is
>
> Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
> System"));
>
> What is wrong with this line? This was taken from the documentation...
>

What documentation?


In this case, the problem is that even if it worked, that "loc" would  
be run as the config file is loaded, which would get a single string  
returned.


Do you really want to localize the alt text?


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Re: [rt-users] Problem, cannot restart HTTPD

[Jesse Vincent]

On Apr 8, 2008, at 9:13 AM, Nelson Pereira wrote:

Ok that seems to have fixed the issue...

But that line (I commented it out for now) is

Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
System"));

What is wrong with this line? This was taken from the documentation...



What documentation?


In this case, the problem is that even if it worked, that "loc" would  
be run as the config file is loaded, which would get a single string  
returned.



Do you really want to localize the alt text?





Refer your friends and colleagues to MyFax!
Click here for more information.www.MyFax.com   

-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED]
Sent: Tuesday, April 08, 2008 9:01 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem, cannot restart HTTPD

"Undefined subroutine &RT::loc called at /opt/rt3/etc/RT_SiteConfig.pm
line 24"

is the isssue.


On Apr 8, 2008, at 8:58 AM, Nelson Pereira wrote:

HI,

Did something and not sure what...:

[Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config
file /opt/rt3/etc/RT_SiteConfig.pm as:\nuser: root \ngroup:
root\n\nThe file is owned by user root and group apache.  \n\nThis
usually means that the user/group your webserver is running\nas
cannot read the file.  Be careful not to make the permissions\non
this file too liberal, because it contains database passwords.\nYou
may need to put the webserver user in the appropriate group
\n(apache) or change permissions be able to run succesfully.\n
\nUndefined subroutine &RT::loc called at /opt/rt3/etc/
RT_SiteConfig.pm line 24.\nCompilation failed in require at /opt/rt3/
lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/
bin/webmux.pl line 78.\nCompilation failed in require at (eval 2)
line 1.\n
[Tue Apr 08 09:00:00 2008] [error] Can't load Perl file: /opt/rt3/
bin/webmux.pl for server netnet-ems.protus.org:0, exiting...

The RT_* files are set as root:apache and the permission is set to  
500


What do I need to do to get this file to run?


Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
[EMAIL PROTECTED]
phone: 613.733. ext.528
MyFax: 613.822.5083
www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.


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Re: [rt-users] Problem, cannot restart HTTPD

[Nelson Pereira]

Ok that seems to have fixed the issue...

But that line (I commented it out for now) is 

Set($LogoAltText, loc("company Solutions, RT Network Services Ticket
System"));

What is wrong with this line? This was taken from the documentation...



Refer your friends and colleagues to MyFax! 
Click here for more information.www.MyFax.com   

-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, April 08, 2008 9:01 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem, cannot restart HTTPD

"Undefined subroutine &RT::loc called at /opt/rt3/etc/RT_SiteConfig.pm  
line 24"

is the isssue.


On Apr 8, 2008, at 8:58 AM, Nelson Pereira wrote:
> HI,
>
> Did something and not sure what...:
>
> [Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config  
> file /opt/rt3/etc/RT_SiteConfig.pm as:\nuser: root \ngroup:  
> root\n\nThe file is owned by user root and group apache.  \n\nThis  
> usually means that the user/group your webserver is running\nas  
> cannot read the file.  Be careful not to make the permissions\non  
> this file too liberal, because it contains database passwords.\nYou  
> may need to put the webserver user in the appropriate group 
> \n(apache) or change permissions be able to run succesfully.\n 
> \nUndefined subroutine &RT::loc called at /opt/rt3/etc/ 
> RT_SiteConfig.pm line 24.\nCompilation failed in require at /opt/rt3/ 
> lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/ 
> bin/webmux.pl line 78.\nCompilation failed in require at (eval 2)  
> line 1.\n
> [Tue Apr 08 09:00:00 2008] [error] Can't load Perl file: /opt/rt3/ 
> bin/webmux.pl for server netnet-ems.protus.org:0, exiting...
>
> The RT_* files are set as root:apache and the permission is set to 500
>
> What do I need to do to get this file to run?
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> [EMAIL PROTECTED]
> phone: 613.733. ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
> 
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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Re: [rt-users] Problem, cannot restart HTTPD

[jmoseley]

This says it all:

The RT_* files are set as root:apache and the permission is set to 500

How is the Apache process (running as user 'apache', I assume) supposed to
access your RT configs if they have no permissions to do so?  Chmod those
files to 640 or something similar - that should fix your problem.


James Moseley




   
 "Nelson Pereira"  
 <[EMAIL PROTECTED] 
 com>   To 
 Sent by:
 rt-users-bounces@  cc 
 lists.bestpractic 
 al.comSubject 
   [rt-users] Problem, cannot restart  
   HTTPD   
 04/08/2008 07:58  
 AM
   
   
   
   




HI,

Did something and not sure what…:

[Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config file
/opt/rt3/etc/RT_SiteConfig.pm as:\nuser: root \ngroup: root\n\nThe
file is owned by user root and group apache.  \n\nThis usually means that
the user/group your webserver is running\nas cannot read the file.  Be
careful not to make the permissions\non this file too liberal, because it
contains database passwords.\nYou may need to put the webserver user in the
appropriate group\n(apache) or change permissions be able to run
succesfully.\n\nUndefined subroutine &RT::loc called at
/opt/rt3/etc/RT_SiteConfig.pm line 24.\nCompilation failed in require at
/opt/rt3/lib/RT.pm line 152.\nBEGIN failed--compilation aborted at
/opt/rt3/bin/webmux.pl line 78.\nCompilation failed in require at (eval 2)
line 1.\n
[Tue Apr 08 09:00:00 2008] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server netnet-ems.protus.org:0, exiting...

The RT_* files are set as root:apache and the permission is set to 500

What do I need to do to get this file to run?




   
 Nelson Pereira (Embedded image moved to file: 
 Senior Network Administrator   pic26500.gif)www.MyFax.com 
   
 Protus IP Solutions Inc.  
 [EMAIL PROTECTED]   
 phone: 613.733. ext.528   
 MyFax: 613.822.5083   
 www.myfax.com 
   
 Refer your friends and colleagues to  
 MyFax!
 Click here for more information.  
   


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Re: [rt-users] Problem, cannot restart HTTPD

[Jesse Vincent]

"Undefined subroutine &RT::loc called at /opt/rt3/etc/RT_SiteConfig.pm  
line 24"


is the isssue.


On Apr 8, 2008, at 8:58 AM, Nelson Pereira wrote:

HI,

Did something and not sure what…:

[Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config  
file /opt/rt3/etc/RT_SiteConfig.pm as:\nuser: root \ngroup:  
root\n\nThe file is owned by user root and group apache.  \n\nThis  
usually means that the user/group your webserver is running\nas  
cannot read the file.  Be careful not to make the permissions\non  
this file too liberal, because it contains database passwords.\nYou  
may need to put the webserver user in the appropriate group 
\n(apache) or change permissions be able to run succesfully.\n 
\nUndefined subroutine &RT::loc called at /opt/rt3/etc/ 
RT_SiteConfig.pm line 24.\nCompilation failed in require at /opt/rt3/ 
lib/RT.pm line 152.\nBEGIN failed--compilation aborted at /opt/rt3/ 
bin/webmux.pl line 78.\nCompilation failed in require at (eval 2)  
line 1.\n
[Tue Apr 08 09:00:00 2008] [error] Can't load Perl file: /opt/rt3/ 
bin/webmux.pl for server netnet-ems.protus.org:0, exiting...


The RT_* files are set as root:apache and the permission is set to 500

What do I need to do to get this file to run?


Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
[EMAIL PROTECTED]
phone: 613.733. ext.528
MyFax: 613.822.5083
www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.


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[rt-users] Problem, cannot restart HTTPD

[Nelson Pereira]

HI,

 

Did something and not sure what...:

 

[Tue Apr 08 09:00:00 2008] [error] \nRT couldn't load RT config file
/opt/rt3/etc/RT_SiteConfig.pm as:\nuser: root \ngroup:
root\n\nThe file is owned by user root and group apache.  \n\nThis
usually means that the user/group your webserver is running\nas cannot
read the file.  Be careful not to make the permissions\non this file too
liberal, because it contains database passwords.\nYou may need to put
the webserver user in the appropriate group\n(apache) or change
permissions be able to run succesfully.\n\nUndefined subroutine &RT::loc
called at /opt/rt3/etc/RT_SiteConfig.pm line 24.\nCompilation failed in
require at /opt/rt3/lib/RT.pm line 152.\nBEGIN failed--compilation
aborted at /opt/rt3/bin/webmux.pl line 78.\nCompilation failed in
require at (eval 2) line 1.\n

[Tue Apr 08 09:00:00 2008] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server netnet-ems.protus.org:0, exiting...

 

The RT_* files are set as root:apache and the permission is set to 500

 

What do I need to do to get this file to run?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

   

 

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[rt-users] printable "work order"

[Michal Verner]

Does anybody have some practical tested solution>?

 

We need to technician have printed version of ticked with him, when he
goes to customer. - we need signed paper, some feedback etc

 

Is there a possibility to add html page to RT, which will generate
"printer friendly" filled form document? Something like different
version of Display.html??? 

 

 

Thanks for ideas

 

Michal Verner

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[rt-users] About ticket # formating

[Nelson Pereira]

Hi,

 

Is it possible to have the ticket number formatted as [date99xx] x
being the sequence prepended with 0's?

If so, how do I do this?

 

Thanks

 

Nelson

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[rt-users] [RT 3.6.6] Small patch for RT::Transaction::ContentObj

[Boris Lytochkin]

When Quoting some transaction with multiple text/plain attachments
(one for message, and some other as named attachment) wrong
attachment can be selected.
Patch forces attachments w/o name to be selected as source for
quoting.
===
--- Transaction_Overlay.pm~ Tue Apr  8 12:45:32 2008
+++ Transaction_Overlay.pm  Tue Apr  8 12:45:32 2008
@@ -388,6 +388,7 @@
 elsif ( $Attachment->ContentType() =~ '^multipart/' ) {
 my $plain_parts = $Attachment->Children();
 $plain_parts->ContentType( VALUE => ($PreferredContentType || 
'text/plain') );
+$plain_parts->Limit(FIELD => 'Filename', VALUE => '');

 # If we actully found a part, return its content
 if ( $plain_parts->First && $plain_parts->First->Content ne '' ) {



-- 
Boris Lytochkin,
JSC e-port, Moscow

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