Re: [rt-users] Custom logo broken. Does share/html/NoAuth/images/autohandler do the right thing?
Yeah, that's true that mason tries to parse things even when there is autohandler in the same or above dir. This happens as a comp may define autohandler or drop all of them. However, I do recall we did something about that in custom handler. On Wed, Feb 25, 2009 at 2:18 AM, Todd Chapman t...@chaka.net wrote: I have production (mod_perl) and development (standalone_httpd) RT instances. The mod_perl instance is configured according to RT's README but Mason still tries to interpret the image. Same thing happens in my standalone_httpd RT, even with the autohandler. I think the default BP logo doesn't have any bits that can be mistaken as Mason markup. This is with the inplace layout, though I'm not sure that matters. Ideas? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] force a dashboard report right now?
On Tue, Feb 24, 2009 at 11:41:36PM -0800, Jo Rhett wrote: On Tue, Feb 24, 2009 at 11:13:08PM -0800, Jo Rhett wrote: I'm trying to debug why dashboard mail isn't going out. I had some errors in rt.log related to graphviz until I found the undocumented disableGraphViz set command and used it. But now there is no error ... just nothing. No attempt to send mail. Funny enough -- if I delete a dashboard I do get e-mail saying that the dashboard is no longer there. But never the dashboard mail. On Feb 24, 2009, at 11:33 PM, Shawn M Moore wrote: rt-email-dashboards has an --all option to ignore subscription date/ time constraints. Invoke it with --help to get more information. The -- debug and --verbose options will be helpful for you. This isn't the first time I've heard of this failure mode so I'd be happy to work with you to track it down. I wasn't able to reproduce it myself. doh! Sorry, I misread the --all syntax in help to mean something different. Anyway, I did figure it out: [Wed Feb 25 06:00:03 2009] [error]: Caught exception: mkdir /var/run/ rt38/mason_data/obj/3583890391: Permission denied at /usr/local/lib/ perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107 (/usr/ local/sbin/rt-email-dashboards:119) The problem was that the user I was running the dashboard under has no ability to write to this directory. The directory is created as www:www 640. I know you guys just LOVE to run things as root, but I really prefer to run with the most limited rights. And I hate running these scripts as the web server too, but that's all that seems to work given the rights structure. When I have time I'll be proposing some alternatives to limit the necessary rights for RT ;-) Just for your information, the email-dashboard script needs access to run Mason components to be able to generate the dashboards. The script renders the show dashboard page and emails that to users. The show dashboard page, originally preview dashboard, was actually created only to render a dashboard for email, but then we realized that it was pretty handy on its own. Shawn ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] force a dashboard report right now?
Just for your information, the email-dashboard script needs access to run Mason components to be able to generate the dashboards. The script renders the show dashboard page and emails that to users. The show dashboard page, originally preview dashboard, was actually created only to render a dashboard for email, but then we realized that it was pretty handy on its own. FWIW, it's still not working and now there's no log entry again :-( -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Plugins to Include in Main RT release
Torsten Brumm ha scritto: you are all correct and i think Andrea has done a tiny mistake, Well, I've learned something new, and I guess I'm not the only one :D Well done Rob Munsch, now the example is clear: could be nice to have it reported in RT_SiteConfig too. also think Andrea's idea was to ask for the most usefull Plugins not already portet to the RT 3.8 Layout... Exactly, my idea was to track down which are the most used external plugins so they can be reviewed and later integrated. Could also be useful since sometimes you discover something nice you've never thought about. cheers -- Andrea Perotti Cutaway S.r.l. www.cutaway.it c/o Seat PagineGialle smime.p7s Description: S/MIME Cryptographic Signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] force a dashboard report right now?
On Feb 25, 2009, at 1:45 AM, Jo Rhett wrote: FWIW, it's still not working and now there's no log entry again :-( Gah. It's running as root, but I hate that. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can t locate object method new via package RTx::AssetTracker::Assets
Jesse Vincent wrote:
On Wed, Oct 08, 2008 at 11:42:45AM -0400, Todd Chapman wrote:
Stefan,
I have never seen that error. Are you running mod_perl or fastcgi?
That looks like the old problem we had with serialized records in the
session and fresh server processes that had never had the classes
loaded/initialized. a more recent SB makes it better, generally
-Todd
On Wed, Oct 8, 2008 at 9:26 AM, Stefan Maier ma...@idowa.de wrote:
Hi,
we're having some sporadic system errors on RT/AssetTracker. Every once
in a while when browsing assets we get (typed from a screenshot so it
might contain spelling errors, source is unmodified though):
error: Can't locate object method new via package
RTx::AssetTracker::Assets at
/opt/rt3/local/html/AssetTracker/Search/Results.html line 91
context:...
87: /div
88: %INIT
89: my($title, $assetcount);
90: $session{'i'}++;
91: $session{'assets'} =
RTx::AssetTracker::Assets-new($session{'CurrentUser'});
92: $session{'assets'}-FromSQL($Query) if ($Query);
93: $session{'assets'}-OrderBy(FIELD = $OrderBy, ORDER =
$Order);
94:
95:
...
code stack: /opt/rt3/local/html/AssetTracker/Search/Results.html:91
/opt/rt3/share/html/autohandler:291
This only happens on one machine, running Windows XP and Firefox3.
Thanks in advance,
--
Mit freundlichen Grüßen
Stefan Maier
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D-94315 Straubing
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Hi,
we're having some sporadic system errors on RT/AssetTracker. Every once
in a while when browsing assets we get:
error: Can't locate object method new via package
RTx::AssetTracker::Assets at
/opt/rt3/local/html/AssetTracker/Search/Results.html line 91.
context: ...
87: /div
88: %INIT
89: my ($title, $assetcount);
90: $session{'i'}++;
91: $session{'assets'} =
RTx::AssetTracker::Assets-new($session{'CurrentUser'}) ;
92: $session{'assets'}-FromSQL($Query) if ($Query);
93: $session{'assets'}-OrderBy(FIELD = $OrderBy, ORDER = $Order);
94:
95:
...
code stack: /opt/rt3/local/html/AssetTracker/Search/Results.html:91
/opt/rt3/local/html/autohandler:173
We are using RT 3.6.0 At 1.2.3 mod perl 2 and db postgresql vers 8.1 and
here there are the modules that we use:
Perl v5.8.8 under linux
Apache2::Const v2.02;
Apache2::Log v2.02;
Apache2::Module v2.02;
Apache2::RequestIO v2.02;
Apache2::RequestRec v2.02;
Apache2::RequestUtil v2.02;
Apache2::Response v2.02;
Apache2::ServerUtil v2.02;
Apache2::Status v4.00;
Apache::DBI v1.07;
Apache::Session v1.81;
Apache::Session::Generate::MD5 v2.1;
Apache::Session::Lock::Null v1.01;
Apache::Session::Postgres v1.01;
Apache::Session::Serialize::Base64 v1.00;
Apache::Session::Store::DBI v1.02;
Apache::Session::Store::Postgres v1.03;
APR v0.009000;
APR::Pool v0.009000;
APR::Table v0.009000;
Authen::Smb v0.91;
AutoLoader v5.60;
base v2.07;
Benchmark v1.07;
bytes v1.02;
Cache::Simple::TimedExpiry v0.26;
Carp v1.04;
CGI v3.15;
CGI::Cookie v1.26;
CGI::Util v1.5;
Class::Container v0.12;
Class::Data::Inheritable v0.04;
Class::ReturnValue v0.53;
Clone v0.18;
constant v1.05;
Convert::ASN1 v0.20;
Cwd v3.12;
Data::Dumper v2.121_08;
Date::Format v2.22;
Date::Parse v2.27;
DBD::Pg v1.49;
DBD::Sponge v11.10;
DBI v1.53;
DBIx::SearchBuilder v1.54;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;
Devel::StackTrace v1.11;
Devel::StackTraceFrame v0.6;
Digest::base v1.00;
Digest::MD5 v2.36;
DynaLoader v1.04;
Encode v2.12;
Encode::Alias v2.04;
Encode::Config v2.01;
Re: [rt-users] RT 3.8 and FastCGI out of memory via http but not https *SOLVED*
You MUST read UPGRADING.mysql On Wed, Feb 25, 2009 at 1:33 AM, Nick Kartsioukas change+lists...@nightwind.net wrote: Changing the a_sessions table from longtext to longblob fixed it. Thanks, Steven! Now that I know the answer I've found the other threads relating to this, but I was apparently using poor search terms before :) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Approval RT 3.8.2 system approver not specified
I'm currently testing the approval system in RT 3.8.2
In the Gerneral queue I've created a template that creates a ticket of
type approval in the ___approval queue. This is working properly and I
can see the ticket in the approval list and can approve/reject it. When
I approve the approval ticket it is resolved and the other ticket is
updated with the information that the ticket is approved. However the
owner in the approval ticket remains nobody and the template inserting
the correspondence is also saying that Nobody has approved the ticket
(what looks silly in my opinion).
The template that is being used for inserting the correspondence should
be:
---
Subject: Ticket Approved: {$Ticket-Subject}
Greetings,
Your ticket has been approved by { eval { $Approval-OwnerObj-Name } }.
Its Owner may now start to act on it.
Approver's notes: { $Notes }
---
I have a global scrip that set the owner when a ticket is resolved that
currently unowned. This scrip however is running after inserting the
above template correspondence (I also disabled it to test the current
default approval behaviour). Is this a forgotten step in the approval
system, not setting the owner for the approval ticket? Is it also not
better to grab the actor's name doing the approval instead of depending
on the actual owner of the approval ticket?
Can someone verify this behaviour? I could be missing a step or doing
something wrong.
Thank you,
Ton
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Re: [rt-users] Second Instance Of RT (for branding purposes)
I disabled the new brand, using just the old brand (but with the script changes we made) and it's still using the settings for the new brand. Something about environment variable we are setting is constantly getting set to the new brand, no matter which brand you try to use. I've had our local perl guru double check my changes and I've set them according to your notes. I believe that either there is one crucial step that we've overlooked, or that there is something particular about my httpd.conf that's not working right (PerlSetVar statements, etc). Just as a test yesterday, I separated the log files for each name based virtual server to make sure that we were being served from the right server instance, and depending on which URL I used, the correct log file was showing activity. Sincerely, Doug Eubanks ad...@dougware.net On Wed, Feb 25, 2009 at 4:42 AM, Raed El-Hames r...@vialtus.com wrote: Morning Doug; If you can test it, can you comment out the entry for the brand y in httpd.conf , ie start up with just brand x and see what you get, just to make sure your settings are correct for brand x .. Always remember to restart httpd. Regards; Roy Doug Eubanks wrote: Yes, they have different webmuxes (webmux.pl and webmux-brandy.pl). It appears the ENV['SERVER'] is always matching webmux-brandy.pl, even though the /tmp/foo file shows different entries. Could a MasonDataCacheDefaults setting, or a mod_perl setting cause the RT.pm to use the first loaded $ENV['SERVER'] string? I'm so confused? Sincerely, Doug Eubanks ad...@dougware.net mailto:ad...@dougware.net On Tue, Feb 24, 2009 at 12:10 PM, Raed El-Hames r...@vialtus.com mailto: r...@vialtus.com wrote: And is RT calling the right RT_SiteConfig ?? I am guessing you have modified each RT_SiteConfig per brand?? what do you get when you restart apache and when you browse to each instance?? Roy Doug Eubanks wrote: That's what I have, two different webmux.pl files... They are in the same /opt/rt3/bin folder... The old brand is called webmux.pl, the new brand is called webmux-brandy.pl They are called in httpd.conf with these two separate lines in their respective host entries... PerlRequire /opt/rt3/bin/webmux-brandy.pl PerlRequire /opt/rt3/bin/webmux.pl Sincerely, Doug Eubanks ad...@dougware.net mailto:ad...@dougware.net mailto:ad...@dougware.net mailto:ad...@dougware.net -- *Roy El-hames * ISP Systems *Vialtus Solutions* *(formerly Pipex Business)* Direct Dial: +44(0) 208 587 6181 E-mail: r...@vialtus.com mailto:r...@vialtus.com Visit us on: www.vialtus.com http://www.vialtus.com/ This email is subject to: http://www.vialtus.com/disclaimer.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Second Instance Of RT (for branding purposes)
I made a mistake If I comment out the new instance...restart http and try to access the old instance by url, the old instance is shown. So to answer your question, if I comment out brandy, brandx is displayed properly. Sincerely, Doug Eubanks ad...@dougware.net On Wed, Feb 25, 2009 at 9:41 AM, Doug Eubanks ad...@dougware.net wrote: I disabled the new brand, using just the old brand (but with the script changes we made) and it's still using the settings for the new brand. Something about environment variable we are setting is constantly getting set to the new brand, no matter which brand you try to use. I've had our local perl guru double check my changes and I've set them according to your notes. I believe that either there is one crucial step that we've overlooked, or that there is something particular about my httpd.conf that's not working right (PerlSetVar statements, etc). Just as a test yesterday, I separated the log files for each name based virtual server to make sure that we were being served from the right server instance, and depending on which URL I used, the correct log file was showing activity. Sincerely, Doug Eubanks ad...@dougware.net On Wed, Feb 25, 2009 at 4:42 AM, Raed El-Hames r...@vialtus.com wrote: Morning Doug; If you can test it, can you comment out the entry for the brand y in httpd.conf , ie start up with just brand x and see what you get, just to make sure your settings are correct for brand x .. Always remember to restart httpd. Regards; Roy Doug Eubanks wrote: Yes, they have different webmuxes (webmux.pl and webmux-brandy.pl). It appears the ENV['SERVER'] is always matching webmux-brandy.pl, even though the /tmp/foo file shows different entries. Could a MasonDataCacheDefaults setting, or a mod_perl setting cause the RT.pm to use the first loaded $ENV['SERVER'] string? I'm so confused? Sincerely, Doug Eubanks ad...@dougware.net mailto:ad...@dougware.net On Tue, Feb 24, 2009 at 12:10 PM, Raed El-Hames r...@vialtus.commailto: r...@vialtus.com wrote: And is RT calling the right RT_SiteConfig ?? I am guessing you have modified each RT_SiteConfig per brand?? what do you get when you restart apache and when you browse to each instance?? Roy Doug Eubanks wrote: That's what I have, two different webmux.pl files... They are in the same /opt/rt3/bin folder... The old brand is called webmux.pl, the new brand is called webmux-brandy.pl They are called in httpd.conf with these two separate lines in their respective host entries... PerlRequire /opt/rt3/bin/webmux-brandy.pl PerlRequire /opt/rt3/bin/webmux.pl Sincerely, Doug Eubanks ad...@dougware.net mailto:ad...@dougware.net mailto:ad...@dougware.net mailto:ad...@dougware.net -- *Roy El-hames * ISP Systems *Vialtus Solutions* *(formerly Pipex Business)* Direct Dial: +44(0) 208 587 6181 E-mail: r...@vialtus.com mailto:r...@vialtus.com Visit us on: www.vialtus.com http://www.vialtus.com/ This email is subject to: http://www.vialtus.com/disclaimer.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Second Instance Of RT (for branding purposes)
Should the /temp/foo file add a line each time I request a page from the ticket system? I seems that it only gets new lines added when I restart apache. Sincerely, Doug Eubanks ad...@dougware.net On Wed, Feb 25, 2009 at 9:47 AM, Doug Eubanks ad...@dougware.net wrote: I made a mistake If I comment out the new instance...restart http and try to access the old instance by url, the old instance is shown. So to answer your question, if I comment out brandy, brandx is displayed properly. Sincerely, Doug Eubanks ad...@dougware.net On Wed, Feb 25, 2009 at 9:41 AM, Doug Eubanks ad...@dougware.net wrote: I disabled the new brand, using just the old brand (but with the script changes we made) and it's still using the settings for the new brand. Something about environment variable we are setting is constantly getting set to the new brand, no matter which brand you try to use. I've had our local perl guru double check my changes and I've set them according to your notes. I believe that either there is one crucial step that we've overlooked, or that there is something particular about my httpd.conf that's not working right (PerlSetVar statements, etc). Just as a test yesterday, I separated the log files for each name based virtual server to make sure that we were being served from the right server instance, and depending on which URL I used, the correct log file was showing activity. Sincerely, Doug Eubanks ad...@dougware.net On Wed, Feb 25, 2009 at 4:42 AM, Raed El-Hames r...@vialtus.com wrote: Morning Doug; If you can test it, can you comment out the entry for the brand y in httpd.conf , ie start up with just brand x and see what you get, just to make sure your settings are correct for brand x .. Always remember to restart httpd. Regards; Roy Doug Eubanks wrote: Yes, they have different webmuxes (webmux.pl and webmux-brandy.pl). It appears the ENV['SERVER'] is always matching webmux-brandy.pl, even though the /tmp/foo file shows different entries. Could a MasonDataCacheDefaults setting, or a mod_perl setting cause the RT.pm to use the first loaded $ENV['SERVER'] string? I'm so confused? Sincerely, Doug Eubanks ad...@dougware.net mailto:ad...@dougware.net On Tue, Feb 24, 2009 at 12:10 PM, Raed El-Hames r...@vialtus.commailto: r...@vialtus.com wrote: And is RT calling the right RT_SiteConfig ?? I am guessing you have modified each RT_SiteConfig per brand?? what do you get when you restart apache and when you browse to each instance?? Roy Doug Eubanks wrote: That's what I have, two different webmux.pl files... They are in the same /opt/rt3/bin folder... The old brand is called webmux.pl, the new brand is called webmux-brandy.pl They are called in httpd.conf with these two separate lines in their respective host entries... PerlRequire /opt/rt3/bin/webmux-brandy.pl PerlRequire /opt/rt3/bin/webmux.pl Sincerely, Doug Eubanks ad...@dougware.net mailto:ad...@dougware.net mailto:ad...@dougware.net mailto:ad...@dougware.net -- *Roy El-hames * ISP Systems *Vialtus Solutions* *(formerly Pipex Business)* Direct Dial: +44(0) 208 587 6181 E-mail: r...@vialtus.com mailto:r...@vialtus.com Visit us on: www.vialtus.com http://www.vialtus.com/ This email is subject to: http://www.vialtus.com/disclaimer.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom logo broken. Does share/html/NoAuth/images/autohandler do the right thing?
I found one of the problems. The RT README says to configure mod_perl with this: Location /NoAuth/images SetHandler default /Location Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location which didn't work for me. When I changed the order to this it started working: Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location Location /NoAuth/images SetHandler default /Location On Wed, Feb 25, 2009 at 4:27 AM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: Yeah, that's true that mason tries to parse things even when there is autohandler in the same or above dir. This happens as a comp may define autohandler or drop all of them. However, I do recall we did something about that in custom handler. On Wed, Feb 25, 2009 at 2:18 AM, Todd Chapman t...@chaka.net wrote: I have production (mod_perl) and development (standalone_httpd) RT instances. The mod_perl instance is configured according to RT's README but Mason still tries to interpret the image. Same thing happens in my standalone_httpd RT, even with the autohandler. I think the default BP logo doesn't have any bits that can be mistaken as Mason markup. This is with the inplace layout, though I'm not sure that matters. Ideas? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help getting CommandByEmail working
I installed, the RT-Extension-CommandByMail-0.06. on RT version 3.6.3.
I have the following in the RT_SiteConfig.pm:
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , rt.log);#log to rt.log
@MailPlugins = qw(Auth::MailFrom Filter::TakeAction);
1;
The email sent to RT is as follows:
FROM: john@anycompany.com (has rights to reply and comment
to tickets)
TO: testqu...@rttest.vzbi.com
SUBJECT: [vzbi.com #51252] Test Ticket
CF.{Status of the Issue}: Research
RESULTS:
The email gets added in ticket #51252 as correspondence, but the Custom
Field by the name of 'Status of the Issue' does not get the value of
'Research'
any help will be appreciated.
Kamber
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Re: [rt-users] colorize status
Strangely, it doesn't help when I do this either: ls -l /opt/rt3/local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css insgesamt 8 -rw-r--r-- 1 qa_admin rt 28 25. Feb 17:03 End -rw-rw-r-- 1 qa_admin rt 390 25. Feb 16:09 statuscolor.css -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 and FastCGI out of memory via http but not https *SOLVED*
On Wed, 25 Feb 2009 16:26:49 +0300, Ruslan Zakirov ruslan.zaki...@gmail.com said: You MUST read UPGRADING.mysql This was not obvious from the wiki documentation or output from make upgrade or the rt-upgrade-database script. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problems with creating ticket linked from an asset in version 3.8.2
Hi all, Every time one of our users add a ticket that is linked to an asset, from the asset view, a ticket gets created but the content is only the first word of the body that is broken up to the first letter, then a blank space, then the rest of the word with nothing else. It is nice that the ticket gets created with the correct subject but the content is not so hot. Can anyone point me in a direction to troubleshoot this? Thanks, Pete ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] colorize status
You say your file is: /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/Columnmap/ Columnmap That's wrong. Columnmap should me ColumnMap in both instances. -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 25 February 2009 16:07 To: rt-users@lists.bestpractical.com Cc: Alex Young; Daniel Cook Subject: Re: [rt-users] colorize status Hi, The code at http://wiki.bestpractical.com/view/ShowStatusInColor doesn't work for me. Possibly because the directories are confusingly discussed. I've got 3 files: # /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/Columnmap/ Columnmap ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] colorize status
Hi,
The code at http://wiki.bestpractical.com/view/ShowStatusInColor doesn't work
for me. Possibly because the directories are confusingly
discussed. I've got 3 files:
#
/opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/Columnmap/Columnmap
%INIT
sub statusInColor {
my $Ticket = shift;
my $status = $Ticket-Status;
my $css = status . lc $status;
my $LastUpdater = $Ticket-LastUpdatedByObj-EmailAddress;
my $TicketRequestors = $Ticket-Requestors-MemberEmailAddressesAsString;
my $TicketCC = $Ticket-Cc-MemberEmailAddressesAsString;
if (($TicketRequestors =~ $LastUpdater) || ($TicketCC =~ $LastUpdater))
{
$css = status . lc reply;
$status = div class=\$css\$status REP/div;
}
else {
$status = div class=\$css\$status/div;
}
return \$status;
}
$COLUMN_MAP-{Status}-{value} = \statusInColor;
/%INIT
%ARGS
$COLUMN_MAP = undef
/%ARGS
# /opt/rt3/local/html/NoAuth/css/web2/End
@import statuscolor.css;
# /opt/rt3/local/html/NoAuth/css/web2/statuscolor.css
/* Status Colours */
.statusnew {
color: #bb;
text-align: left;
font-weight: bold;
}
.statusopen {
color: #bb;
text-align: left;
font-weight: bold;
}
.statusreply {
color: #00bb00;
text-align: left;
font-weight: bold;
}
.statusresolved {
color: #88;
text-align: left;
font-weight: bold;
}
.statusrejected {
color: #88;
text-align: left;
font-weight: bold;
}
If I clean out my mason cache and restart my server, I still don't see the css
status values being picked up. Any hints as to where I might
be going astray here, anyone?
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
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Commercial support: sa...@bestpractical.com
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[rt-users] Trying to track a bug with WYSIWYG editor, IE7 and RTx-EmailCompletion
Hi, I'm trying to track down a bug I am experiencing with RT, its WYSIWYG editor, IE7 and RTx-EmailCompletion. On my install when RT inserts content automatically into the body of the WYSIWYG editor. I only get this error when using Internet Explorer 7 (Haven't tried other IE versions). Firefox doesn't suffer. If I insert and RTFM article, my user signature (set under users preferences), or hit reply/comment on a ticket transaction it posts the info correct into the WYSIWYG editor window. When submitting that page the transaction content randomly inserts spaces, line breaks, and chops off the end of the content. If I disable RTx-EmailCompletion it works fine. I also have a JavaScript error in IE7 when RTx-EmailCompletion is enabled; Line: 2 Char: 1 Error: Syntax error Code: 0 This error shows on every page. Looks like it's a problem with RTx-EmailCompletion. It doesn't give a JS error in Firefox. Has anyone else had this problem or been able to fix it? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 and FastCGI out of memory via http but not https *SOLVED*
On Feb 25, 2009, at 11:21 AM, change+lists...@nightwind.net wrote: On Wed, 25 Feb 2009 16:26:49 +0300, Ruslan Zakirov ruslan.zaki...@gmail.com said: You MUST read UPGRADING.mysql This was not obvious from the wiki documentation or output from make upgrade or the rt-upgrade-database script. It is covered in the README file and the UPGRADING file -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem for new users in RT 3.8.2 RT could not load a valid user
Hello, Since my migration from 3.6.6 to 3.8.2, I get this message for requests from new users : RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (.x...@xxx.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue incoming. And of course, I have this right on the incoming queue. How can I fix this ? Thanks! -- L.B. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] how to ask if current replier is privileged?
On Feb 23, 2009, at 6:21 PM, Jo Rhett wrote: So I used the method Jesse described for matching inbound requests and ... I have one scrip to lower the priority on Correspondence, and this one to raise it: ... How do I make sure this doesn't match tickets which I opened for myself and am updating periodically? Beuller? Let's make the question more specific. How can I ask if the replier is a privileged user, so that I can ! (whatever) to prevent this? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trying to track a bug with WYSIWYG editor, IE7 and RTx-EmailCompletion
Hmmm... odd that I dont get the error when I remove RTx-EmailCompletion, but you're not using it. What other extensions are you using? Do you still get this problem if they are disabled? Mine is getting truncated at 319 characters on every one. I never noticed it before. Looks like my JavaScript error is unrelated. Its a RTx-EmailCompletion specific error that, so nothing to do with the truncation. MIME-Version: 1.0 X-Mailer: MIME-tools 5.427 (Entity 5.427) Content-Disposition: inline Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 RT-Send-CC: Content-Length: 319 pDoes it do it when inserting content fro m the previous page?/p pOn Wed Feb 25 14:58:45 2009, ayoung wrote: br / gt; T his is a lon g winded reply to see if IE will br eak with the WYSIWYG br / gt; editor yet br / gt; again. br / gt; br / gt; I cant understand why it breaks. br / g t ; -Original Message- From: Michael Finn [mailto:mf...@nbutexas.com] Sent: 25 February 2009 18:26 To: Alex Young; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Trying to track a bug with WYSIWYG editor,IE7 and RTx-EmailCompletion Alex, I've observed the same kind of behavior when I use the New ticket in button at the top, but not when I enter a comment or reply. Additionally, my text is truncated at 55 characters. I'm having this issue in IE7, but not Firefox 3. I don't get JavaScript errors in either browser. I do not use RTx-EmailCompletion, however. Here's an example of what I'm seeing (with headers): = MIME-Version: 1.0 Content-Type: text/html; charset=UTF-8 X-Mailer: MIME-tools 5.427 (Entity 5.427) Content-Disposition: inline Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 55 pK . Tibbels PC nbsp;won't boot.nbsp; quot ;Strik = Mike - From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Young Sent: Wednesday, February 25, 2009 10:45 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Trying to track a bug with WYSIWYG editor,IE7 and RTx-EmailCompletion Hi, I'm trying to track down a bug I am experiencing with RT, its WYSIWYG editor, IE7 and RTx-EmailCompletion. On my install when RT inserts content automatically into the body of the WYSIWYG editor. I only get this error when using Internet Explorer 7 (Haven't tried other IE versions). Firefox doesn't suffer. If I insert and RTFM article, my user signature (set under users preferences), or hit reply/comment on a ticket transaction it posts the info correct into the WYSIWYG editor window. When submitting that page the transaction content randomly inserts spaces, line breaks, and chops off the end of the content. If I disable RTx-EmailCompletion it works fine. I also have a JavaScript error in IE7 when RTx-EmailCompletion is enabled; Line: 2 Char: 1 Error: Syntax error Code: 0 This error shows on every page. Looks like it's a problem with RTx-EmailCompletion. It doesn't give a JS error in Firefox. Has anyone else had this problem or been able to fix it? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trying to track a bug with WYSIWYG editor, IE7 and RTx-EmailCompletion
Alex, I've observed the same kind of behavior when I use the New ticket in button at the top, but not when I enter a comment or reply. Additionally, my text is truncated at 55 characters. I'm having this issue in IE7, but not Firefox 3. I don't get JavaScript errors in either browser. I do not use RTx-EmailCompletion, however. Here's an example of what I'm seeing (with headers): = MIME-Version: 1.0 Content-Type: text/html; charset=UTF-8 X-Mailer: MIME-tools 5.427 (Entity 5.427) Content-Disposition: inline Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 55 pK . Tibbels PC nbsp;won't boot.nbsp; quot ;Strik = Mike - From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Young Sent: Wednesday, February 25, 2009 10:45 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Trying to track a bug with WYSIWYG editor,IE7 and RTx-EmailCompletion Hi, I'm trying to track down a bug I am experiencing with RT, its WYSIWYG editor, IE7 and RTx-EmailCompletion. On my install when RT inserts content automatically into the body of the WYSIWYG editor. I only get this error when using Internet Explorer 7 (Haven't tried other IE versions). Firefox doesn't suffer. If I insert and RTFM article, my user signature (set under users preferences), or hit reply/comment on a ticket transaction it posts the info correct into the WYSIWYG editor window. When submitting that page the transaction content randomly inserts spaces, line breaks, and chops off the end of the content. If I disable RTx-EmailCompletion it works fine. I also have a JavaScript error in IE7 when RTx-EmailCompletion is enabled; Line: 2 Char: 1 Error: Syntax error Code: 0 This error shows on every page. Looks like it's a problem with RTx-EmailCompletion. It doesn't give a JS error in Firefox. Has anyone else had this problem or been able to fix it? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trying to track a bug with WYSIWYG editor, IE7 and RTx-EmailCompletion
For what it's worth, an end-user of mine noticed the same thing today... He's also using IE 7. James Moseley Michael Finn mf...@nbutexas.c omTo Sent by: Alex Young rt-users-bounces@ alexyo...@scoutsolutions.co.uk, lists.bestpractic rt-users@lists.bestpractical.com al.com cc Subject 02/25/2009 12:26 Re: [rt-users] Trying to track a PMbug with WYSIWYG editor, IE7 and RTx-EmailCompletion Alex, I've observed the same kind of behavior when I use the New ticket in button at the top, but not when I enter a comment or reply. Additionally, my text is truncated at 55 characters. I'm having this issue in IE7, but not Firefox 3. I don't get JavaScript errors in either browser. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.2 Query Builder firefox/linux cosmetic issue
On Wed 25.Feb'09 at 11:02:16 -0500, Jim Faulkner wrote: The query builder in version 3.8.2 is somewhat awkward under Linux. Under KDE4 on Suse 11.1, there is a seperator in the less than, matches, is, etc fields that overlaps the text, making the S in is and matches look like a dollar sign. Here's a screenshot: http://zoo.cs.yale.edu/jim/querybuilder.png I also tried it out on firefox under icewm on gentoo. The seperator is not overlapping the text in that case, but it is still uncomfortably close to the text: http://zoo.cs.yale.edu/jim/querybuilder2.jpg How do I widen the drop down box so that the seperator doesn't overlap the text? That's a CSS change in share/html/NoAuth/web2/ticket-search.html Do be aware that this stuff is VERY fiddly and Linux GTK themes appear to do a number on the buttons on top of everything else. Jim Faulkner ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] HEqads up
Rich - A heads up. I'm doing an RT demo at OSP (E19) from 9-10am tomorrow (Thurs). Should be here about 10.30. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] HEqads up
Sorry all, misdirected - got to remember to check my To line before I fire. Please don't all come to my demo, there won't be room :) Steve On Wed, 25 Feb 2009 14:27:53 -0500, Stephen Turner stur...@mit.edu wrote: Rich - A heads up. I'm doing an RT demo at OSP (E19) from 9-10am tomorrow (Thurs). Should be here about 10.30. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket taken twice
Hello, I have RT-3.6.1, postgres backend, apache with mod_perl. We just stumbled upon a funny situation. I'm hoping one of you is going to be able to help me sort it out. A few minutes ago, 2 helpdesk techs used the take button, at pretty much the same time. Upon closer inspection, here are the interesting bits: The history, under display, of that ticket shows the following output in the history: [create ticket bits here] # Wed Feb 25 11:35:50 2009 Tom - Taken # Wed Feb 25 11:35:50 2009 Geoff - Taken I asked Geoff to give the ticket back to Tom. When Geoff tried to set the owner to Tom, RT threw an error: Could not change owner. Group already has member. So it looks like Owner is a group that, for this ticket, has 2 principals (which, I believe, it shouldn't have). We tried to steal the ticket, give it to nobody, and everytime, we get an error Could not change owner. Group already has member. So the question is: how do I go about making the ticket behave properly? I suppose I need to go into the DB and fix it there. And I suppose some code probably needs to be fixed so that race condition doesn't happen (or is it fixed in newer versions?). Thank you, Jok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] email requestors on ticket open from web UI?
So we want to e-mail a copy of the web interface input to the requestors when (and only when) the ticket was created via the web ui. I'm guessing I should have a Scrip with a test for -IsInbound() to determine if we opened the ticket for them. Any gotchas with this? Anybody gone down this road before and had issues? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ERROR 1062 during 3.4.5 - 3.8.2 database update
One more follow up -- turns out that the ERROR 1062 was due to a failed database dump and restore. I needed to add --set-charset=binary to my mysqldump command line when dumping the old RT database, and just in case I added set names 'binary' to the top of the resulting dump before importing it. After that the sql.queries generated by upgrade-mysql-schema.pl worked fine without modifying the queries. On Thu, 19 Feb 2009, Jim Faulkner wrote: Just wanted to follow up on this. I was able to work around the Duplicate entry mysql error by modifying the ALTER TABLE command that caused the problem to be ALTER IGNORE TABLE. The IGNORE mysql extension is described on this page: http://dev.mysql.com/doc/refman/5.1/en/alter-table.html Basically it will delete any duplicate rows encountered. This is fine for my purposes, because I am confident that any duplicate rows in the Users table were caused by spam e-mails. I will be running rt-shredder and rt-validator as well to delete any spam tickets associated with those users and make sure that the RT database is OK. On Wed, 18 Feb 2009, Jim Faulkner wrote: I'm getting the ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2 error when updating the database from 3.4.5 to 3.8.2. I see from this message: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg17534.html that I have a few different choices as to how to solve this. However, I'm not a mysql expert, so I'm afraid I'll need a little more help. I've tried changing the Users table's collation to utf8_unicode_ci, however I still get the same error when updating the database. What collation should I use to prevent this error? The original collation is latin1_swedish_ci. I've also tried to find the affected rows so that I can rename the users. However, I'm not getting anywhere. The error says that the duplicate entry is '', however select * from Users where Name=''; returns zero rows. I've also tried dumping the Name column into a text file and using the uniq unix command, but it finds no duplicates. What is the best way to find duplicate entries? -- Jim Faulkner / james.faulk...@cs.yale.edu Systems Administrator, Linux Systems Design Support (LSDS) Yale University Information Technology Services (ITS) === NOTE: Yale ITS will NEVER request passwords or other personal information via email. Messages requesting such information are fraudulent and should be deleted. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Tracking a bug with WYSIWYG editor and IE7
The only extension I have is RTFM. More specs:
RT-3.8.2
RTFM-2.4.1
MySQL 5.0.67 (external server)
IE 7.0.5730.11 on WinXP SP3
IE7 Add-ons don't apply, because I experienced the same issue in IE7 safe
mode ('iexplore -extoff').
I'm baffled.
-Original Message-
From: Alex Young [mailto:alexyo...@scoutsolutions.co.uk]
Sent: Wednesday, February 25, 2009 12:38 PM
To: Michael Finn; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a bug with WYSIWYG editor,IE7
and RTx-EmailCompletion
Hmmm... odd that I dont get the error when I remove RTx-
EmailCompletion, but you're not using it. What other extensions are you
using? Do you still get this problem if they are disabled?
Mine is getting truncated at 319 characters on every one. I never
noticed it before.
Looks like my JavaScript error is unrelated. Its a RTx-EmailCompletion
specific error that, so nothing to do with the truncation.
MIME-Version: 1.0
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 319
pDoes it do it when inserting content fro
m the previous page?/p
pOn Wed Feb 25 14:58:45 2009, ayoung wrote:
br /
gt; T
his is a
lon
g winded reply to see if IE will br
eak
with the WYSIWYG br /
gt; editor yet br /
gt; again. br /
gt; br /
gt;
I
cant understand why it breaks. br /
g
t
;
-Original Message-
From: Michael Finn [mailto:mf...@nbutexas.com]
Sent: 25 February 2009 18:26
To: Alex Young; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a bug with WYSIWYG editor,IE7
and RTx-EmailCompletion
Alex,
I've observed the same kind of behavior when I use the New ticket in
button at the top, but not when I enter a comment or reply.
Additionally, my text is truncated at 55 characters. I'm having this
issue in IE7, but not Firefox 3. I don't get JavaScript errors in
either browser.
I do not use RTx-EmailCompletion, however. Here's an example of what
I'm seeing (with headers):
=
MIME-Version: 1.0
Content-Type: text/html; charset=UTF-8
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 55
pK
. Tibbels PC
nbsp;won't boot.nbsp; quot
;Strik
=
Mike
-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Alex Young
Sent: Wednesday, February 25, 2009 10:45 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Trying to track a bug with WYSIWYG editor,IE7 and
RTx-EmailCompletion
Hi,
I'm trying to track down a bug I am experiencing with RT, its
WYSIWYG editor, IE7 and RTx-EmailCompletion.
On my install when RT inserts content automatically into the body of
the WYSIWYG editor.
I only get this error when using Internet Explorer 7 (Haven't tried
other IE versions). Firefox doesn't suffer.
If I insert and RTFM article, my user signature (set under users
preferences), or hit reply/comment on a ticket transaction it posts the
info correct into the WYSIWYG editor window. When submitting that page
the transaction content randomly inserts spaces, line breaks, and chops
off the end of the content.
If I disable RTx-EmailCompletion it works fine.
I also have a JavaScript error in IE7 when RTx-EmailCompletion is
enabled;
Line: 2
Char: 1
Error: Syntax error
Code: 0
This error shows on every page. Looks like it's a problem with RTx-
EmailCompletion. It doesn't give a JS error in Firefox.
Has anyone else had this problem or been able to fix it?
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
On Wed 25.Feb'09 at 12:25:39 -0800, Joachim Thuau wrote: Hello, I have RT-3.6.1, postgres backend, apache with mod_perl. Todd Chapman patched this issue in RT quite a while back. I don't remember if it's in 3.6.7, but I believe it is. It's definitely fixed in 3.8. We just stumbled upon a funny situation. I'm hoping one of you is going to be able to help me sort it out. A few minutes ago, 2 helpdesk techs used the take button, at pretty much the same time. Upon closer inspection, here are the interesting bits: The history, under display, of that ticket shows the following output in the history: [create ticket bits here] # Wed Feb 25 11:35:50 2009 Tom - Taken # Wed Feb 25 11:35:50 2009 Geoff - Taken I asked Geoff to give the ticket back to Tom. When Geoff tried to set the owner to Tom, RT threw an error: Could not change owner. Group already has member. So it looks like Owner is a group that, for this ticket, has 2 principals (which, I believe, it shouldn't have). We tried to steal the ticket, give it to nobody, and everytime, we get an error Could not change owner. Group already has member. So the question is: how do I go about making the ticket behave properly? I suppose I need to go into the DB and fix it there. And I suppose some code probably needs to be fixed so that race condition doesn't happen (or is it fixed in newer versions?). Thank you, Jok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- pgplJM1QQKonG.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] email requestors on ticket open from web UI?
On Wed, 25 Feb 2009 15:51:05 -0500, Jo Rhett jrh...@netconsonance.com
wrote:
So we want to e-mail a copy of the web interface input to the
requestors when (and only when) the ticket was created via the web ui.
I'm guessing I should have a Scrip with a test for -IsInbound() to
determine if we opened the ticket for them.
Any gotchas with this? Anybody gone down this road before and had
issues?
We query the message attachment for a 'Received' header, and if it's
present we assume an email message; if not we assume a web transaction:
my $trans = $self-TransactionObj;
# Get the message attachment
my $msgattr = $trans-Message-First;
if ( $msgattr and $msgattr-GetHeader('Received') ) {
# This is an email transaction
} else {
# This is a web transaction
}
You probably would add a piece that makes this happen only for a Create
transaction...
Steve
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Senior Programmer/Analyst - SAIS
MIT IST
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Re: [rt-users] REST interface attachment weirdness
Now the question is, did that fix my REST interface weirdness
as well.. probably. It's late so I'll work on that tomorrow.
So, I've been able to figure out now how to reconstruct the binary from the
Content: section in the REST response for
/REST/1.0/ticket/ticket-id/attachments/attachment-id
First, you take the Content: part of the response only
perl: (content_string) = rest_response =~ /Content:\s+(.*)/m
ruby: content_string = rest_response.match(/Content:\s+(.*)/m)[1]
Ignore the content-transfer-encoding header; the content is _not_ base64
encoded, even if the header says it is. In the string, do a search replace:
perl: content_string =~ s/\n\s{9}/\n/
ruby: content_string.gsub!(/\n\s{9}/,\n)
Next, you have to chomp off the 3 carriage returns at the end of
content_string. Lastly, do a character set conversion. This string is in
UTF-8 (probably only since RT 3.8, older RT it will be something else);
converting it to ISO-8859-1 gets the binary back intact. The converted
string length should equal the content-length from the REST response as a
sanity check.
Note: I have only done this with one attachment so far, which came from a
U.S. Windows system. Whether or not the target charset of ISO-8859-1 really
ought to be Windows-1252, or whether it ought to be whatever the original
charset was when it was uploaded (which doesn't appear to be coming back
with the REST response... oh dear) are unknown to me as of yet. I don't
have Macs to upload binaries with, or foreign localized Windows, or anything
else for that matter so I'm not sure if always to ISO-8859-1 will work
everywhere. Would be nice to get some developer input on that...?
I used the iconv library to do the character set conversion.
ruby: binary = Iconv.conv(ISO-8859-1,UTF-8,content_string)
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[rt-users] RT Training Announcement - April 27 28 2009 - Boston MA
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[rt-users] Procmail email filtering
Hello, I had a few questions about procmail. I am not very good with procmail and I am trying to use my gmail account to allow me to automate incoming email based on its subject line. I have found some very useful recipes, although I have not found a good tutorial on how to set up my gmail account. I would also like to use imap, so I don't lose my other important emails. If this is not the right program, any other suggestions would also be appreciated. I also tried fetchmail and was successful, although there was absolutely no email filtering which is my main concern. Any help on this would be greatly appreciated. -- Steve Christou UWM Information Security Phone: 414-229-1100 Email: osa-l...@uwm.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Parsing email subject or body to create SLA priority
I am looking for a way to parse an email message to set the SLA priority of the ticket (using RT::Extension::SLA) TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Parsing email subject or body to create SLA priority
On Wed, Feb 25, 2009 at 03:34:40PM -0800, Steve O'Brien wrote: I am looking for a way to parse an email message to set the SLA priority of the ticket (using RT::Extension::SLA) In a scrip I suppose? You can get the message body with: my $message = $self-TransactinObj-Attachments-First-Content; You will find additionnal informations and examples at http://wiki.bestpractical.com/. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket taken twice
On Wed, Feb 25, 2009 at 4:11 PM, Jesse Vincent je...@bestpractical.com wrote: On Wed 25.Feb'09 at 12:25:39 -0800, Joachim Thuau wrote: Hello, I have RT-3.6.1, postgres backend, apache with mod_perl. Todd Chapman patched this issue in RT quite a while back. I don't remember if it's in 3.6.7, but I believe it is. It's definitely fixed in 3.8. That was about 4 years ago! I think it was fixed in 3.6.2. It felt good to find and fix that race condition. :) We just stumbled upon a funny situation. I'm hoping one of you is going to be able to help me sort it out. A few minutes ago, 2 helpdesk techs used the take button, at pretty much the same time. Upon closer inspection, here are the interesting bits: The history, under display, of that ticket shows the following output in the history: [create ticket bits here] # Wed Feb 25 11:35:50 2009 Tom - Taken # Wed Feb 25 11:35:50 2009 Geoff - Taken I asked Geoff to give the ticket back to Tom. When Geoff tried to set the owner to Tom, RT threw an error: Could not change owner. Group already has member. So it looks like Owner is a group that, for this ticket, has 2 principals (which, I believe, it shouldn't have). We tried to steal the ticket, give it to nobody, and everytime, we get an error Could not change owner. Group already has member. So the question is: how do I go about making the ticket behave properly? I suppose I need to go into the DB and fix it there. And I suppose some code probably needs to be fixed so that race condition doesn't happen (or is it fixed in newer versions?). Thank you, Jok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem for new users in RT 3.8.2 RT could not load avalid user
Yes I still have this queue. Maybe is it related to LDAP authentication ? I enabled LDAP in 3.8.2 with RT-Authen-ExternalAuth-0.08_01 plugin. Regarding mailgate, it's a simple usage : I get emails from a mailbox with pop and pass them through mailgate. Then it creates a ticket in incoming queue. On Wed, Feb 25, 2009 at 6:57 PM, Jay R. Ashworth bayl...@sprint.blackberry.net wrote: Is that queue still called 'incoming' in 3.8.2? What's your mailgate aimed at? --- via Blackberry -Original Message- From: L B bertig...@gmail.com Date: Wed, 25 Feb 2009 18:54:47 To: RT-Users@lists.bestpractical.com Subject: [rt-users] Problem for new users in RT 3.8.2 RT could not load a valid user Hello, Since my migration from 3.6.6 to 3.8.2, I get this message for requests from new users : RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (.x...@xxx.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue incoming. And of course, I have this right on the incoming queue. How can I fix this ? Thanks! -- L.B. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- L.B. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
