[rt-users] Email Attachment problem
Hello Gurus, We have recently upgraded to RT 3.8.2. After the upgrade we are seeing issues with email attachements. Whenever we reply from RT attaching a file, we are seeing the attachment contents as the body of the reply email,also we are seeing body text coming as an attachment to the same email. Please let us know whether any of yoy has experienced this and already fixed the issue. Thanks, Aditya ___ 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] Shredder in 3.8.2
Hi Jim, Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Looks to me as though that should work: # ps -ef | grep apache ... www-data 22739 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k # ls -lR /usr/local/rt/var/data: ... drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder 1. Have you restarted your apache? 2. Have you tried being pedantic and checking each and every directory above there too? ls -d /usr ls -d /usr/local ls -d /usr/local/rt ls -d /usr/local/rt/var ls -d /usr/local/rt/var/data ls -d /usr/local/rt/var/data/RT_Shredder -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Sunday 08 March 2009 18:54:52 Jim Tambling wrote: Hi again, greyarea jim # ls -lR /usr/local/rt/var/data /usr/local/rt/var/data: total 4 drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder /usr/local/rt/var/data/RT_Shredder: total 0 Thanks, Jim -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 07 March 2009 08:44 To: rt-us...@bestpractical.com Cc: Jim Tambling; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 It might help to use a couple of different commands, please try these two: groups www-data ls -lR /usr/local/rt/var/data -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Friday 06 March 2009 17:46:50 Jim Tambling wrote: Hi, greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ total 0 greyarea jim # ps -ef | grep apache2 root 3889 1 0 13:57 ?00:00:06 /usr/sbin/apache2 -k start root 3898 11198 0 13:57 pts/700:00:00 tail -f /var/log/apache2/error.log root 5862 32163 0 12:36 pts/100:00:00 tail -f /var/log/apache2/error.log root 18192 935 0 14:33 pts/400:00:00 tail -F /var/log/apache2/error.log www-data 22739 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22740 3889 0 16:19 ?00:00:05 /usr/sbin/apache2 -k start www-data 22741 3889 0 16:19 ?00:00:04 /usr/sbin/apache2 -k start www-data 22742 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22743 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22765 3889 0 16:19 ?00:00:02 /usr/sbin/apache2 -k start www-data 25089 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start www-data 25090 3889 0 16:26 ?00:00:01 /usr/sbin/apache2 -k start www-data 25091 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start root 31666 984 0 16:42 pts/200:00:00 grep apache2 -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 06 March 2009 13:24 To: Jim Tambling Cc: rt-users@lists.bestpractical.com; rt-us...@bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 On Friday 06 March 2009 14:04:17 Jim Tambling wrote: Hi I am trying to get shredder working, I have created the directory and made it writable by www-data but I still get an error; Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Am I missing something? Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the groups command against the RT user, something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: 03/06/09 07:20:00 ___ 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] RT-3.6.5 - Strange Display Problem
Dear RT Users, during the last time more and more users told me about a strange problem with our Setup - in short: depending on the connected Webserver, they cannot see all Queues! Setup: 1 x Database ( MySQL 5.0.67 ) 2 x Webserver ( Apache, FastCGI ) Server 2 is a clone/copy of Server 1 2 x Loadbalancer This Setup is running since several years, the only change was the Loadbalancer in front (before we did it with DND Round Robin). Since some weeks we covered the problem on WebServer 2 (the clone of Server 1). If a user is connected to this server and if the users has changed his view for Quicksearch (e.g. disabled some queues) he is not able to see all of the enabled queues! If the same user is moved to the First Server, the displayed view is ok. If the user on Server 2 is deaktivating and reactivating the queues for Quicksearch it is running fine again...for a while. Any ideas where to start debugging? I've compared both servers (intalled RPM, installed CPAN Modules and the whole RT directory byte by byte) and only some differences found in hostsnames and IP Settings (which i expected) At this moment i have really no idea where to start! Any help is appreciated. Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ 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 Attachment problem
Yes, I have seen this. I emailed the list last month about it. http://www.gossamer-threads.com/lists/rt/users/83156 It only happens when the WYSIWYG editor is enabled. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yadavalli Aditya Sent: 09 March 2009 06:52 To: rt-users@lists.bestpractical.com Subject: [rt-users] Email Attachment problem Hello Gurus, We have recently upgraded to RT 3.8.2. After the upgrade we are seeing issues with email attachements. Whenever we reply from RT attaching a file, we are seeing the attachment contents as the body of the reply email,also we are seeing body text coming as an attachment to the same email. Please let us know whether any of yoy has experienced this and already fixed the issue. Thanks, Aditya ___ 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] http-datacollection-config.xml regex
Hi all I have setup the http data collection but it’s not adding any data to my /share/rrd/snmp/ folder , I have a feeling I screwed something up with my regex statement, could someone please have a look at it and point me in the right direction? The page I’m pulling the data from looks like this 1199344091,1195804426,0.21,0.13,0.05,1982798,1380132,3965678,2910720,61319248,54165068,0,4,25,1,0,548,5.0.7 Raw file htmlhead/headbody1199344091,1195804426,0.21,0.13,0.05,1982798,1380132,3965678,2910720,61319248,54165068,0,4,25,1,0,548,5.0.7/body/html And this is my collector configuration ?xml version=1.0 encoding=UTF-8? http-datacollection-config xmlns:http-dc=http://xmlns.opennms.org/xsd/config/http-datacollection; xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance; xsi:schemaLocation=http://xmlns.opennms.org/xsd/config/http-datacollection http://www.opennms.org/xsd/config/http-datacollection-config.xsd; rrdRepository=/usr/opennms/share/rrd/snmp/ http-collection name=medic rrd step=300 rraRRA:AVERAGE:0.5:1:8928/rra rraRRA:AVERAGE:0.5:12:8784/rra rraRRA:MIN:0.5:12:8784/rra rraRRA:MAX:0.5:12:8784/rra /rrd uris uri name=medic url path=/RocketSeed/medic_stat.htm matches=matches=body*([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*)** response-range=100-399 /url attributes attrib alias=rsTimestamp match-group=1 type=gauge32/ attrib alias=rsUptime match-group=2 type=gauge32/ attrib alias=rsLoadave1 match-group=3 type=gauge32/ attrib alias=rsLoadave5 match-group=4 type=gauge32/ attrib alias=rsLoadave15 match-group=5 type=gauge32/ attrib alias=rsHDrootTotal match-group=6 type=gauge32/ attrib alias=rsHDrootAvail match-group=7 type=gauge32/ attrib alias=rsHDusrTotal match-group=8 type=gauge32/ attrib alias=rsHDusrAvail match-group=9 type=gauge32/ attrib alias=rsHDvarTotal match-group=10 type=gauge32/ attrib alias=rsHDvarAvail match-group=11 type=gauge32/ attrib alias=rsReceive match-group=12 type=gauge32/ attrib alias=rsSend match-group=13 type=gauge32/ attrib alias=rsQcount match-group=14 type=gauge32/ attrib alias=rsDNS match-group=15 type=gauge32/ attrib alias=rsO match-group=16 type=gauge32/ attrib alias=rsCounter match-group=17 type=gauge32/ attrib alias=rsVersion match-group=18 type=gauge32/ /attributes /uri /uris /http-collection -- View this message in context: http://www.nabble.com/http-datacollection-config.xml-regex-tp22411055p22411055.html Sent from the Request Tracker - User mailing list archive at Nabble.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] http-datacollection-config.xml regex
OOPS !!! Sorry, I posted in the wrong place please ignore my mail b-boy wrote: Hi all I have setup the http data collection but it’s not adding any data to my /share/rrd/snmp/ folder , I have a feeling I screwed something up with my regex statement, could someone please have a look at it and point me in the right direction? The page I’m pulling the data from looks like this 1199344091,1195804426,0.21,0.13,0.05,1982798,1380132,3965678,2910720,61319248,54165068,0,4,25,1,0,548,5.0.7 Raw file htmlhead/headbody1199344091,1195804426,0.21,0.13,0.05,1982798,1380132,3965678,2910720,61319248,54165068,0,4,25,1,0,548,5.0.7/body/html And this is my collector configuration ?xml version=1.0 encoding=UTF-8? http-datacollection-config xmlns:http-dc=http://xmlns.opennms.org/xsd/config/http-datacollection; xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance; xsi:schemaLocation=http://xmlns.opennms.org/xsd/config/http-datacollection http://www.opennms.org/xsd/config/http-datacollection-config.xsd; rrdRepository=/usr/opennms/share/rrd/snmp/ http-collection name=medic rrd step=300 rraRRA:AVERAGE:0.5:1:8928/rra rraRRA:AVERAGE:0.5:12:8784/rra rraRRA:MIN:0.5:12:8784/rra rraRRA:MAX:0.5:12:8784/rra /rrd uris uri name=medic url path=/RocketSeed/medic_stat.htm matches=matches=body*([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*),([^,]*)** response-range=100-399 /url attributes attrib alias=rsTimestamp match-group=1 type=gauge32/ attrib alias=rsUptime match-group=2 type=gauge32/ attrib alias=rsLoadave1 match-group=3 type=gauge32/ attrib alias=rsLoadave5 match-group=4 type=gauge32/ attrib alias=rsLoadave15 match-group=5 type=gauge32/ attrib alias=rsHDrootTotal match-group=6 type=gauge32/ attrib alias=rsHDrootAvail match-group=7 type=gauge32/ attrib alias=rsHDusrTotal match-group=8 type=gauge32/ attrib alias=rsHDusrAvail match-group=9 type=gauge32/ attrib alias=rsHDvarTotal match-group=10 type=gauge32/ attrib alias=rsHDvarAvail match-group=11 type=gauge32/ attrib alias=rsReceive match-group=12 type=gauge32/ attrib alias=rsSend match-group=13 type=gauge32/ attrib alias=rsQcount match-group=14 type=gauge32/ attrib alias=rsDNS match-group=15 type=gauge32/ attrib alias=rsO match-group=16 type=gauge32/ attrib alias=rsCounter match-group=17 type=gauge32/ attrib alias=rsVersion match-group=18 type=gauge32/ /attributes /uri /uris /http-collection -- View this message in context: http://www.nabble.com/http-datacollection-config.xml-regex-tp22411055p22411088.html Sent from the Request Tracker - User mailing list archive at Nabble.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] colorize status
Hi, Is it possible to change the subject color too? If we have a ticket with a reply the color of the status column changes but I want the subject column also changes to the same color. Is this possible? TIA, Filipe Clemente Portugal -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Young Sent: quinta-feira, 26 de Fevereiro de 2009 14:04 To: richard.fo...@rfi.net Cc: Daniel Cook; rt-users@lists.bestpractical.com Subject: Re: [rt-users] colorize status I have attached the exact files I am using for you to try. If you have cleared the mason cache and restarted Apache i dont know what else to suggest. I have noticed that RT doesnt reload .css files unless its had an apache restart, rather than reload. Also make sure you clear your browser cache. -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 26 February 2009 13:56 To: Alex Young Cc: rt-users@lists.bestpractical.com; Daniel Cook Subject: Re: [rt-users] colorize status On Thursday 26 February 2009 14:22:56 Alex Young wrote: Hi Alex, Thanks for that, that seems very close to what I had apart from the duplicates, it's identical now, so there must be something else dozy going on. The css file is not picked up, and all my statuses continue to remain black. I might give up for the moment and come back to this later, when someone _really_ wants it... Just FYI and for reference, here's my current dir structure. /opt/rt3/local/html # tree Callbacks NoAuth Callbacks `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | `-- ColumnMap `-- NoAuth `-- css `-- web2 `-- main.css `-- End NoAuth `-- css `-- web2 `-- statuscolor.css -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ This is what I have: /opt/rt3/local/html# tree Callbacks/ NoAuth/ Callbacks/ `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | |-- ColumnMap `-- NoAuth `-- css `-- web2 `-- main.css `-- End NoAuth/ `-- css `-- web2 `-- statuscolor.css -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 26 February 2009 12:55 To: Alex Young Cc: rt-users@lists.bestpractical.com; Daniel Cook Subject: Re: [rt-users] colorize status On Wednesday 25 February 2009 17:29:10 Alex Young wrote: 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. Hi Alex, Having fixed the beginners mistake, (whoops :-] and thanks), I still have no joy. I must be doing something really daft. Perhaps I should show the directory structure I have, and why (I find) the instructions are confusing. Because the instructions refer to the 'directory just created', I have placed the statuscolor.css file in both the web2/ and the main.css/ directories, both under the html/Callbacks/MyCallbacks tree and under the html/NoAuth tree, too (one of these is clearly wrong). Please re-read the instructions to see how this can be misinterpreted - I've appended these below for reference. No doubt I'm reading this badly, but the end result is that this leaves me with the following structure: /opt/rt3/local/html # tree Callbacks/ NoAuth/ Callbacks/ `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | `-- ColumnMap `-- NoAuth `-- css `-- web2 |-- main.css | |-- End | `-- statuscolor.css `-- statuscolor.css NoAuth/ `-- css `-- web2 |-- main.css | |-- End | `-- statuscolor.css `-- statuscolor.css Yes, I'm using the web2 theme and I've cleaned out the mason templates and restarted apache2, too, to no effect. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ * Create the directory: RTInstallationDir/local/html/Callbacks/SiteCallbacks/NoAuth/css/web2 /main.css * Create the file: RTInstallationDir/local/html/Callbacks/SiteCallbacks/NoAuth/css/web2 /main.css/End And in that file, put: @import statuscolor.css; * In the directory just created 'RTInstallationDir/local/html/NoAuth/css/web2' you will need to create a new file. * Name the file statuscolor.css and place the following content in 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
[rt-users] start from today
Hi all Sometime I created some ticket with Start in the futur. And I would like to make «My Ticket» don't show me those tickets until the starting date. How can I make search with Start «today» in «My_ticket» search ? Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Lun 9 mar 2009 14:46:23 CET ___ 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] start from today
Le 09/03/2009 à 14:48:07+0100, Albert Shih a écrit Hi all Sometime I created some ticket with Start in the futur. And I would like to make «My Ticket» don't show me those tickets until the starting date. How can I make search with Start «today» in «My_ticket» search ? I find the solution . start 'today' sorry to bothering this mailing list for something so easy. Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Heure local/Local time: Lun 9 mar 2009 14:58:10 CET ___ 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
Yes, I mean the background for that cell -Original Message- From: Filipe José Silva Clemente Sent: segunda-feira, 9 de Março de 2009 14:54 To: 'Daniel Cook' Subject: RE: [rt-users] colorize status Yes, i mean the background for that cell. -Original Message- From: Daniel Cook [mailto:dc...@finleysd.org] Sent: segunda-feira, 9 de Março de 2009 14:47 To: Filipe José Silva Clemente Subject: RE: [rt-users] colorize status by subject column do you mean the background for that cell color? Filipe José Silva Clemente fil...@sapia.uminho.pt 3/9/2009 4:53 AM Hi, Is it possible to change the subject color too? If we have a ticket with a reply the color of the status column changes but I want the subject column also changes to the same color. Is this possible? TIA, Filipe Clemente Portugal -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Young Sent: quinta-feira, 26 de Fevereiro de 2009 14:04 To: richard.fo...@rfi.net Cc: Daniel Cook; rt-users@lists.bestpractical.com Subject: Re: [rt-users] colorize status I have attached the exact files I am using for you to try. If you have cleared the mason cache and restarted Apache i dont know what else to suggest. I have noticed that RT doesnt reload .css files unless its had an apache restart, rather than reload. Also make sure you clear your browser cache. -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 26 February 2009 13:56 To: Alex Young Cc: rt-users@lists.bestpractical.com; Daniel Cook Subject: Re: [rt-users] colorize status On Thursday 26 February 2009 14:22:56 Alex Young wrote: Hi Alex, Thanks for that, that seems very close to what I had apart from the duplicates, it's identical now, so there must be something else dozy going on. The css file is not picked up, and all my statuses continue to remain black. I might give up for the moment and come back to this later, when someone _really_ wants it... Just FYI and for reference, here's my current dir structure. /opt/rt3/local/html # tree Callbacks NoAuth Callbacks `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | `-- ColumnMap `-- NoAuth `-- css `-- web2 `-- main.css `-- End NoAuth `-- css `-- web2 `-- statuscolor.css -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ This is what I have: /opt/rt3/local/html# tree Callbacks/ NoAuth/ Callbacks/ `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | |-- ColumnMap `-- NoAuth `-- css `-- web2 `-- main.css `-- End NoAuth/ `-- css `-- web2 `-- statuscolor.css -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 26 February 2009 12:55 To: Alex Young Cc: rt-users@lists.bestpractical.com; Daniel Cook Subject: Re: [rt-users] colorize status On Wednesday 25 February 2009 17:29:10 Alex Young wrote: 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. Hi Alex, Having fixed the beginners mistake, (whoops :-] and thanks), I still have no joy. I must be doing something really daft. Perhaps I should show the directory structure I have, and why (I find) the instructions are confusing. Because the instructions refer to the 'directory just created', I have placed the statuscolor.css file in both the web2/ and the main.css/ directories, both under the html/Callbacks/MyCallbacks tree and under the html/NoAuth tree, too (one of these is clearly wrong). Please re-read the instructions to see how this can be misinterpreted - I've appended these below for reference. No doubt I'm reading this badly, but the end result is that this leaves me with the following structure: /opt/rt3/local/html # tree Callbacks/ NoAuth/ Callbacks/ `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | `-- ColumnMap `-- NoAuth `-- css `-- web2 |-- main.css | |-- End | `-- statuscolor.css `-- statuscolor.css NoAuth/ `-- css `-- web2 |-- main.css | |-- End | `-- statuscolor.css `-- statuscolor.css Yes, I'm using the web2 theme and I've cleaned out the mason templates and restarted apache2, too, to no effect. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ * Create the directory: RTInstallationDir/local/html/Callbacks/SiteCallbacks/NoAuth/css/web2 /main.css * Create the file:
[rt-users] time worked in a given time range
I want to report on time worked in a given time range. Think billing out for time spent working on tickets. I've got a saved search in the dashboard, and I added the time worked query. However I can't seem to find a way to have the query update with the time that the dashboard interval is on. Does anyone know how to do this? Or achieve this report with another method? -Joel ___ 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] Problems on RT-Authen-ExternalAuth
Sorry...
This is my RT-Authen-ExternalAuth configuration in RT_SiteConfig.pm, i
just wondering if you take a look and tell me if something is wrong...
regards!
On Mon, Mar 9, 2009 at 2:26 PM, Eliezer E Chávez
eliezer.cha...@gmail.com wrote:
#
# External Authentication Configuration
Set(@Plugins , qw(RT::Authen::ExternalAuth) );
Set($WebExternalAuth , '1');
Set($WebFallbackToInternalAuth , '1');
Set($WebExternalGecos , undef);
Set($WebExternalAuto , '1');
Set($ExternalAuthPriority , [ 'My_LDAP' ] );
Set($ExternalInfoPriority , [ 'My_LDAP' ] );
Set($ExternalServiceUsesSSLorTLS , 0);
Set($AutoCreateNonExternalUsers , 0);
Set($ExternalSettings , {
'My_LDAP' = {
'type'
= 'ldap',
'server'
= '161.196.64.3',
'user'
= 'CANTV\gepror',
'pass'
= 'Capital02',
'base'
= 'DC=cantv,DC=com,DC=ve',
'filter'
= '(objectClass=person)',
'd_filter'
= '(userAccountControl:1.2.840.113556.1.4.1781)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args'
= [ version = 3 ],
'group' = '',
'group_attr' = '',
'attr_match_list'
= [ 'Name',
'EmailAddress'],
'attr_map'
= { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail' }
}
});
--
Eliezer E Chávez
+58-416-6125676
eliezer.cha...@gmail.com
http://www.bumeran.com.ve/cv/eliezer-chavez
--
Eliezer E Chávez
+58-416-6125676
eliezer.cha...@gmail.com
http://www.bumeran.com.ve/cv/eliezer-chavez
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Re: [rt-users] Scrip and custom field Help
Hi,
Try this in the prep code and test it out :
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $queue = RT::Queue-new($RT::SystemUser);
my $OCFvs = new RT::ObjectCustomFieldValues($RT::SystemUser);
my $createrObj = RT::User-new($RT::SystemUser);
$createrObj = $self-TransactionObj-CreatorObj;
my $cf_name = ticketstatus;
my $cf_value = Closed [Orbit];
$queue-Load($self-TicketObj-QueueObj-Name);
$OCFvs-LimitToObject($self-TicketObj);
while (my $OCFv = $OCFvs-Next()) {
$cf_obj = $OCFv-CustomFieldObj;
if (lc $cf_obj-Name eq $cf_name) {
if ($self-TicketObj-Status eq 'resolved' and $queue-HasRight(Right
= 'ModifyTicket',Principal = $createrObj)) {
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value,
RecordTransaction=0) if ($OCFv-Content eq 'Created [Orbit]' or $OCFv-Content
eq 'Updated [Orbit]') ;
}
}
}
return 1;
-Ashish
From: Chris Newcomb [ch...@eaglehawkonline.com]
Sent: Monday, March 09, 2009 10:21 PM
To: Potla, Ashish Bassaliel
Subject: Re: [rt-users] Scrip and custom field Help
Correct,
On resolving
if TicketStatus == Created[orbit] or Updated[Orbit] change set TicketStatus =
Closed [Orbit]
--
Regards
Chris Newcomb
Potla, Ashish Bassaliel wrote:
So the jist is On resolving ,
if TicketStatus == Created[orbit] or Updated[Orbit] , the value of
TicketStatus should be set to Closed [Orbit]
For anyother value of TicketStatus the value should be unchanged.
Am I getting this right?
-Ashish
From: Chris Newcomb [ch...@eaglehawkonline.com]
Sent: Monday, March 09, 2009 9:22 PM
To: Potla, Ashish Bassaliel
Subject: Re: [rt-users] Scrip and custom field Help
In this CF there are the following values:
Created [Orbit] - if this status when resolved needs to be Closed [Orbit].
Updated [Orbit] - if this status when resolved needs it needs to be
Closed [Orbit].
Closed [Orbit]
Non-Compliance [email] - never touches Created [Orbit] and never needs
to be Closed [Orbit]
Retraction [email] - never touches Created [Orbit] and never needs to be
Closed [Orbit]
non-network [email] - never touches Created [Orbit] and never needs to
be Closed [Orbit]
(I didn't setup this installation of rt)
--
Regards,
Chris Newcomb
Potla, Ashish Bassaliel wrote:
I am a bit confused here. Let me see if I got this correct :
On resolve, you want to set the custom field 'TicketStatus' to
'Closed[Orbit]' .. correct? In that case the scrip I gave should be
sufficient. Why do the other states of the CF come into picture?
-Ashish
From: Chris Newcomb [ch...@eaglehawkonline.com]
Sent: Friday, March 06, 2009 1:59 AM
To: Potla, Ashish Bassaliel
Subject: Re: [rt-users] Scrip and custom field Help
Thanks for your help. I didn't think about the condition needing to
check if it was on resolve and the ticket status is either Created
[Orbit] or Updated [Orbit]. Any suggestions on what to try here?
--
Regards
Chris
Potla, Ashish Bassaliel wrote:
Hi Chris,
Try this:
Condition : On resolve
Custom Action Preparation Code :
# set the CF Work-Completed Date
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = TicketStatus;
my $cf_value = Closed [Orbit];
$cf_obj-LoadByName(Name=$cf_name);
$RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n);
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value,
RecordTransaction=0);
return 1;
Custom cleanup code :
return 1;
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Newcomb
[ch...@eaglehawkonline.com]
Sent: Thursday, March 05, 2009 9:42 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Scrip and custom field Help
I've googled and either my google fu is not working or I'm not finding
the correct answer, and I barely know perl.
Using RT 3.8.1 on freebsd using mysql
Condition: On Resolve
Action: is where I need help.
I have a custom field named TicketStatus. I want to on resolve set the
custom field to be Closed [Orbit], usually the ticket status is either
Created [Orbit] or Updated [Orbit].
any pointers that you can give me would be great, either by telling me
what to search for or giving me an idea of what to use to get the action
done.
--
Thanks in advance
Chris Newcomb
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[rt-users] Add/modify Username Format options?
In our environment, we have users spread over 50 locations. To make it
easier for the engineers, in our current 3.6.3 environment, I made a
local copy of ShowUserEntry that changed:
%$User-Name%
% if ($User-EmailAddress $User-EmailAddress ne $User-Name)
{lt;%$User-EmailAddress%gt;
to be:
%$User-RealName%
% if ($User-EmailAddress $User-EmailAddress ne $User-Name)
{lt;%$User-Organization%gt;
so that the Ticket meta data it would show Last, First Organization
(saving us from having to memorize everyone's first name and their
location).
I'm testing 3.8.2 now and see that there's now a preference per-user
regarding displaying the Username Format. The only choices are Short
Names or Name and Email Address.
The code providing the per-user preference setting of how to display
user names completely eclipses my rudimentary perl skills. Can anyone
point me in the right direction on how to add my own format selections
to this preference? (I'd like to add Short Name and Organization.)
Thx
Steve
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Re: [rt-users] Problems on RT-Authen-ExternalAuth
Eliezer E Chávez wrote: Sorry... This is my RT-Authen-ExternalAuth configuration in RT_SiteConfig.pm, i just wondering if you take a look and tell me if something is wrong... Delete the above. Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth ,'1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); Delete or comment out: 'ssl_version' = 3, Delete or comment out: 'group' = '', 'group_attr'= '', Other than that, without knowing the problem and seeing debug logs I can't help you further. -- 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 __ ___ 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] Problems on RT-Authen-ExternalAuth
Mike Peachey wrote: Delete the above. I meant below. -- 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 __ ___ 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] 3.8.2 cosmetic issue: gap at bottom of ticket metadata
At the bottom of the ticket metadata box there is a rather large empty space. As you can see from this screenshot, there are several millimeters of space between the bottom of the People sub-box of Ticket metadata and the bottom of the Ticket metadata box itself: http://zoo.cs.yale.edu/jim/rt-metadata.jpg I would like to compress this gap to 1 or 2 millimeters at most. I know this is probably a CSS change, but I haven't been able to figure out exactly what needs changing. How to I shrink this gap? ___ 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 CC Contacts on Reply
I apologize if this seems like a simple question, I'm relatively new to Request Tracker and have search the web for a resolution, but have not had any success and I'd like to consider myself somewhat intelligent. How can I get RT to email the CC contacts on reply, either by a reply via email or the web interface. It emails out any users/groups listed as Queue Watchers. But when I manually add a group to CC for that particular ticket it will not email that group when someone replies to the ticket. I thought a simple scrip consisting of on correspond email CC. And this is not an email bouncing/denying issue. RT does not even attempt to send to this group. Any help is appreciated and hopefully my description of the problem is adequate. Eric Eric Koons CCNA Service Electric Cable TV and Communications eko...@sectv.com Office: 610-841-8355 Mobile: 484-241-6837 ___ 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] Problems on RT-Authen-ExternalAuth
Mike: This is the debug log... [Tue Mar 10 00:24:18 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, DATA line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:18 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:19 2009] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Tue Mar 10 00:24:19 2009] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Mar 10 00:24:19 2009] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Tue Mar 10 00:24:19 2009] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Tue Mar 10 00:24:23 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, DATA line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:23 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:23 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, DATA line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:23 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:23 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, DATA line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:23 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:37 2009] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt/bin/../local/lib /opt/rt/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt/bin/../lib /opt/perl/lib/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/5.10.0 /opt/perl/lib/site_perl/5.10.0/sun4-solaris-thread-multi-64-ld /opt/perl/lib/site_perl/5.10.0 . /opt/apache/httpd) at /opt/rt/bin/../lib/RT/Config.pm line 311, DATA line 323. (/opt/rt/bin/../lib/RT/Config.pm:312) [Tue Mar 10 00:24:37 2009] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt/var/data/gpg). PGP support has been disabled (/opt/rt/bin/../lib/RT/Config.pm:339) [Tue Mar 10 00:24:37 2009] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Tue Mar 10 00:24:38 2009] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Mar 10 00:24:38 2009] [debug]: Calling UserExists with $username (ynogue) and $service (My_LDAP) (/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Tue Mar 10 00:24:38 2009]
[rt-users] Error: User username: Email address in use
Hi all,
I've been adding an managing users through RTs web interface without
problem. These users have all had email ID's
of the form username.dept.univ.edu
Recently, we've had to give RT access to personnel from central campus
who have email ID's of the form username.univ.edu. However, trying
to add these users returns the following error:
User username: Email address in use
I am running version 3.8.1 with mySQL DB backend. The following
appears in my RT_SiteConfig.pm
--- start code
--
Set($WebBaseURL , https://rt3.dept.univ.edu;);
Set($rtname , dept.univ.edu);
Set($Organization , dept.univ.edu);
--- end code
--
1) In the file $RT3_INSTALL/lib/RT/User_Overlay.pm
--- start code
--
#SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN
if ($RT::SystemUser) { #This only works if RT::SystemUser has
been defined
my $TempUser = RT::User-new($RT::SystemUser);
$TempUser-Load( $args{'Name'} );
return ( 0, $self-loc('Name in use') ) if ( $TempUser-Id );
return ( 0, $self-loc('Email address in use') )
unless ( $self-
ValidateEmailAddress( $args{'EmailAddress'} ) );
}
else {
$RT::Logger-warning( $self couldn't check for pre-
existing users);
}
--- end code
--
and
--- start code
=head2 SetEmailAddress
Check to make sure someone else isn't using this email address
already
so that a better email address can be returned
=cut
sub SetEmailAddress {
my $self = shift;
my $Value = shift;
if ( $self-ValidateEmailAddress( $Value ) ) {
return $self-_Set( Field = 'EmailAddress', Value =
$Value );
} else {
return ( 0, $self-loc('Email address in use') )
}
}
--- end code
--
Help much appreciated,
Ritesh Sood.
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Re: [rt-users] Error: User username: Email address in use
This happens on our site too. Ususally just means they have been auto
created as a user on the RT instance when emailing through a request. In
the Web Interface instead of creating a new user just search for their email
address and update the existing user.
*Regards,*
*Aaron Guise
027 212 6638
aa...@guise.net.nz
*
On Tue, Mar 10, 2009 at 3:56 PM, Ritesh Sood baralach...@gmail.com wrote:
Hi all,
I've been adding an managing users through RTs web interface without
problem. These users have all had email ID's
of the form username.dept.univ.edu
Recently, we've had to give RT access to personnel from central campus
who have email ID's of the form username.univ.edu. However, trying
to add these users returns the following error:
User username: Email address in use
I am running version 3.8.1 with mySQL DB backend. The following
appears in my RT_SiteConfig.pm
--- start code
--
Set($WebBaseURL , https://rt3.dept.univ.edu;);
Set($rtname , dept.univ.edu);
Set($Organization , dept.univ.edu);
--- end code
--
1) In the file $RT3_INSTALL/lib/RT/User_Overlay.pm
--- start code
--
#SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN
if ($RT::SystemUser) { #This only works if RT::SystemUser has
been defined
my $TempUser = RT::User-new($RT::SystemUser);
$TempUser-Load( $args{'Name'} );
return ( 0, $self-loc('Name in use') ) if ( $TempUser-Id );
return ( 0, $self-loc('Email address in use') )
unless ( $self-
ValidateEmailAddress( $args{'EmailAddress'} ) );
}
else {
$RT::Logger-warning( $self couldn't check for pre-
existing users);
}
--- end code
--
and
--- start code
=head2 SetEmailAddress
Check to make sure someone else isn't using this email address
already
so that a better email address can be returned
=cut
sub SetEmailAddress {
my $self = shift;
my $Value = shift;
if ( $self-ValidateEmailAddress( $Value ) ) {
return $self-_Set( Field = 'EmailAddress', Value =
$Value );
} else {
return ( 0, $self-loc('Email address in use') )
}
}
--- end code
--
Help much appreciated,
Ritesh Sood.
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