[rt-users] OnCreateAutoReplyException using the To: address?

[Adam Tingle]

I used the code from the wiki page at
http://wiki.bestpractical.com/view/OnCreateAutoReplyException to stop Auto
Replies from a list of addresses. This works great as it stops autoreplies
to certain requestors.

Now, I'd like to do something something similar, but checking the To:
address instead of the Requestor (From: or Reply-To:) address. The reason
being, there are a number of email groups already set up that blast messages
to entire groups, departments and even the dreaded 'All Email Users' list.
This ends up creating half a dozen new tickets for a single message sent to
a group which includes the RT queue addresses. Ideally, I'd like to catch a
message being sent to allus...@domain.com and delete the ticket right from
the Autoreply scrip, but for now I'm just trying to get it to not reply.

I borrowed some code from another wiki page (
http://wiki.bestpractical.com/view/AutomaticCustomFieldValue) that looks
like it does something similar (under CF values based on incoming To:
address), but it doesn't seem to work for me:

On Create Autoreply to Requestors: use template autoreply

Custom condition:
###
my @exceptionList = ('allemailus...@domain.com',
 'mailer-dae...@rt.domain.com',
 'postmas...@rt.domain.com');

my $transactionType = $self->TransactionObj->Type;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
my $to =
lc($self->TicketObj->Transactions->First->Attachments->First->GetHeader("To"));

if ($transactionType eq 'Create') {
  return if grep { $ticketRequestor eq lc($_) } @exceptionList;
  return if grep { $to eq lc($_) } @exceptionList;
  return 1;
}
return;
###

If anyone has any ideas on how to go about this, it would be much
appreciated.

- Adam
___
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 and LDAP authentication problems or rather issues

[Steven McDonald]

Hi

We are currently running an instance of RT 3.8.1. It has been setup 
to use LDAP for its authentications. For the most part people are 
instructed to use the web interface to submit tickets. However some 
people would prefer to use email, in addition to the web. This has been 
discouraged.

The problem is the following, through the web interface users are 
authenticated against an LDAP server based on their username. However, 
if that same user attempts to send a request via email and they have 
changed the "reply-to" address in their local mail program, RT  creates 
another account based on that email address.

For example our LDAP is setup so that people can have two mail address, 
one is based on their "username" which is also the username RT uses to 
authenticate, the other is based on the standard firstname.lastname So 
in my case our LDAP DB has the following entries for uid=mcdonald

mail: mcdon...@triumf.ca
mail:steven.mcdon...@triumf.ca

username "mcdonald" is used for authentication access to RT

But if I happen to change my reply-to address  from mcdon...@triumf.ca 
to steven.mcdon...@triumf.ca in my local mail program any request I send 
to RT via email will create a new user based on this email address,

Is there any module or mechanism that can check that an email that comes 
in of the form steven.mcdon...@triumf.ca checks that there is already a 
user in the LDAP with this first and last name and associate this ticket 
with that user.

I realize many people may have the same first and last names, but it 
could also check if the domain portions of the email are also the same.

Thanks
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] Custom Fields not showing up in email created tickets.

[Jerrad Pierce]

This is the current blessed incarnation though:
http://search.cpan.org/dist/RT-Extension-CommandByMail/

-- 
Cambridge Energy Alliance: Save money. Save the planet.
___
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 Fields not showing up in email created tickets.

[Jerrad Pierce]

On Tue, Mar 10, 2009 at 18:19, James Hendrickson
 wrote:
>
> I don't understand custom fields it seems. I have created two of them,
> they only appear as an editable field when directly creating a new
> ticket rather than having a new ticket opened via inbound email. If the
> user wants to edit the field after ticket creation they seem to have to
> click on "custom fields" and get taken to another page then click "save
> changes".
Check the list archives, wiki, or RT book.
1) CFs are special, and require ACLs.
2) A normal email has no way of providing content for a CF.

You can, however, patch Rt to permit this and other actions by email
e.g; http://www.usit.uio.no/it/rt/modifications/

-- 
Cambridge Energy Alliance: Save money. Save the planet.
___
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] Custom Fields not showing up in email created tickets.

[James Hendrickson]

I don't understand custom fields it seems. I have created two of them,
they only appear as an editable field when directly creating a new
ticket rather than having a new ticket opened via inbound email. If the
user wants to edit the field after ticket creation they seem to have to
click on "custom fields" and get taken to another page then click "save
changes".

What I wanted was to have the custom field as an option when replying to
an email. That way my technicians can simply click on a drop down and
select which product the email reply is in regards to. Can anyone point
me in the right direction to make this happen?



___
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] RSS and iCalendar Feeds? Bug?

[Greg Evans]

Same thing here, iCal feeds don't work in iCal and I can't get the RSS  
working properly, I figure it is some misconfiguration on my end, but  
I dunno...

On Mar 10, 2009, at 9:47 AM, John Arends wrote:

> I sent a message about this last week but didn't get much of a reply.
> I'm hoping with a more descriptive subject I can get some more  
> comments.
>
> I am very excited about the RSS feeds and iCalendar feeds in RT 3.8.x,
> but I can't get them to work reliably?. Is anyone using them? If so,
> which applications are you using?
>
> The RSS feeds work fine in FireFox, and the iCalendar feeds work  
> fine in
> Sunbird. However, I can't get either of them to work in applications  
> our
> users have.
>
> Outlook 2007 does not like the format of the RSS feeds, and I can't  
> get
> either of them to work.
>
> For our Mac users, the iCalendar feeds do not work in iCal, and the  
> RSS
> feeds do not work in Safari.
>
> I'm guessing the problem is mostly the format. Who is using the feeds?
>
> -- 
> John Arends 
> Network Analyst
> College of ACES - ITCS
> University of Illinois at Urbana-Champaign
>
> ___
> 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

Greg Evans
gev...@hcc.net
Hood Canal Communications
(360) 898-2481 x212




___
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

[Jim Tambling]

Hi Richard,

I applied the permissions recursively and that appears to have fixed it.



Many thanx, Jim

-Original Message-
From: Richard Foley [mailto:richard.fo...@rfi.net] 
Sent: 09 March 2009 07:59
To: rt-users@lists.bestpractical.com
Cc: Jim Tambling; rt-us...@bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2


Hi Jim,

"Shredder needs a directory to write dumps to. Please check that
you
have /usr/local/rt/var/data/RT-Shredder
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  class="file-path">/usr/local/rt/var/data/RT-Shredder
> > > 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

Re: [rt-users] Notify requestors on priority change

[Aaron Guise]

If you are the requestor then RT by default will not notify you as you
completed the change.   However if another user was the requestor then an
email would be sent out.  The way I tested this was to email from an
external account, take ownership of the ticket and update the priority.
This then triggered off the email.

Also to get the new and or old values you should be able to use the below;
New Value: {$Transaction->NewValue}
Old Value: {$Transaction->OldValue}

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Wed, Mar 11, 2009 at 9:25 AM, vxtrq  wrote:

>
> Friends,
>
> I am an everyday user of RT, and while it takes some time to get used to
> I've started to appreciate it's functionality, specially since learning
> about scrips. I am, however, stuck at the moment.
>
> What I have is a queue, where I want the requestor to know (by e-mail)
> whenever the priority of one of his/hers tickets change. To achieve this, I
> set up the following scrip in the queue:
>
> Condition: On priority change
> Action: Notify requestors
> Template: myTemplate
> Stage: TransactionCreate
>
> However, no mail is dispatched when I change priority on a ticket (note
> that
> I change priority, not Final Priority). I know that this is not a problem
> with mailing or the template, since the above scrip works perfectly well if
> I choose "Notify CCs" instead of "Notify Requestors", which I find really
> strange.
>
> Another thing I'd like to achieve with this is within the template I use
> with the above scrip. It looks like this as of now:
>
> "Ticket "{return $Ticket->Subject}" had its priority changed to {return
> $Ticket->Priority;}."
>
> Which works fine, but it would be nice to also specify the PREVIOUS
> priority, ie "[...]changed from priority 1 to 2". I am not very familiar
> with Perl or RT's variables, but would this be achievable?
>
> I would be very thankful with any insight.
>
> Regards
> Robert W
> --
> View this message in context:
> http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.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
>
___
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 on Ubuntu Hardy

[Shawn Smith]

Applying those queries fixed the issue where the attachments wouldn't load
properly, so thanks everyone for your help.  Everything works fine it seems,
although I do get these errors:

[Tue Mar 10 20:23:07 2009] [crit]: Apache2::RequestIO::rflush: (104)
Connection reset by peer at /usr/share/perl5/HTML/Mason/ApacheHandler.pm
line 1035 (/usr/share/request-tracker3.8/libexec/webmux.pl:150)
[Tue Mar 10 20:24:04 2009] [error]: Couldn't get principal for not loaded
object (/usr/share/request-tracker3.8/lib/RT/User_Overlay.pm:1113)
[Tue Mar 10 20:24:04 2009] [error]: Group::HasMember was called with an
argument that isn't an RT::Principal or id. It's (undefined)
(/usr/share/request-tracker3.8/lib/RT/Group_Overlay.pm:1031)


They are seemingly random in occurrence; originally I thought that they
happened after I opened a .jpg attachment, but then I opened it again and
could not reproduce the error.

Again, thanks everyone for your help with fixing the database, I really
appreciate 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

[rt-users] Notify requestors on priority change

[vxtrq]

Friends,

I am an everyday user of RT, and while it takes some time to get used to
I've started to appreciate it's functionality, specially since learning
about scrips. I am, however, stuck at the moment.

What I have is a queue, where I want the requestor to know (by e-mail)
whenever the priority of one of his/hers tickets change. To achieve this, I
set up the following scrip in the queue:

Condition: On priority change
Action: Notify requestors
Template: myTemplate
Stage: TransactionCreate

However, no mail is dispatched when I change priority on a ticket (note that
I change priority, not Final Priority). I know that this is not a problem
with mailing or the template, since the above scrip works perfectly well if
I choose "Notify CCs" instead of "Notify Requestors", which I find really
strange.

Another thing I'd like to achieve with this is within the template I use
with the above scrip. It looks like this as of now:

"Ticket "{return $Ticket->Subject}" had its priority changed to {return
$Ticket->Priority;}."

Which works fine, but it would be nice to also specify the PREVIOUS
priority, ie "[...]changed from priority 1 to 2". I am not very familiar
with Perl or RT's variables, but would this be achievable?

I would be very thankful with any insight.

Regards
Robert W
-- 
View this message in context: 
http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.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] Adding stuff to the RT wiki

[Rob Munsch]

On Tue, Mar 10, 2009 at 3:55 PM, Kenneth Marshall  wrote:

>> absolutely nothing to me. I have no idea what a CamelCaseNameOfNewPage
...
>>
> It will create the new page but there can not be non-word characters.
> For example, I used "PostgreSQLFullText" for my page on full-text

That's camel case - text convention meaning "turning a phrase or
sentence into one word with no spaces and capitalizing each word."
Humps in the middle, hence camel.  So if you'd want to make a page
about converting legacy data to RT, you might call it
ConvertLegacyToRT or something like that.

As you can see from some of the update history, my method for adding
things to the wiki was to look up the
http://wiki.bestpractical.com/view/KwikiFormattingRules listed at the
bottom, then made my edits, saved, looked askance at my formatting
errors, edited it again, saved it again, lather rinse repeat until it
looked right.  The only risk i can see is that you show up several
times in a row in the edit history, revealing our lack of wik-fu to
all.


-- 
/chown -R us:us /yourbase
___
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 cosmetic issue: gap at bottom of "ticket metadata"

[Jim Faulkner]

I was able to fix this by editing boxes.css and changing "margin-bottom" 
from 2em to 0.25em.  This seems to have tightened up the space between the 
boxes themselves as well, however I still think it improves the look 
overall.  The header ballons of each box provides enough separation 
between the boxes that additional whitespace is unnecessary, in my 
opinion.


On Mon, 9 Mar 2009, Jim Faulkner wrote:

>
> 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
>

-- 
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

Re: [rt-users] Adding stuff to the RT wiki

[Rob Munsch]

On Tue, Mar 10, 2009 at 4:00 PM, Tom Lahti  wrote:

> punctuation in between words.  It's called camel casing because it is a
> style heavily used in the "Camel Book", which is O'Reilly's book on perl
> (which has a picture of a camel on the cover).  And as you know, RT and

Sometimes, logical deduction fails in the face of idiom... ah well, i
suppose i should get that book anyway!

-- 
/chown -R us:us /yourbase
___
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] Adding stuff to the RT wiki

[Tom Lahti]

>> CamelCaseNameOfNewPage 

"Camel Case" means to capitalize each word and leave no spaces or
punctuation in between words.  It's called camel casing because it is a
style heavily used in the "Camel Book", which is O'Reilly's book on perl
(which has a picture of a camel on the cover).  And as you know, RT and
wifty (the wiki application based on jitfy that is running the RT wiki) are
written in perl.

-- 
-- 
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.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] Adding stuff to the RT wiki

[Kenneth Marshall]

On Tue, Mar 10, 2009 at 12:49:29PM -0700, Kenneth Crocker wrote:
> To all,
> 
> 
>   I have some de-normalized views (for SQL reporting EXTERNAL to RT - 
> Oracle) and a conversion program for converting Legacy ticket dat into 
> RT that I want to add to the wiki. I'm not aquainted AT ALL with how to 
> do this on the RT wiki. I went to "www.bestpractical.com/rt" and clicked 
> the "wiki" option. Then I read the instructions to "UpdateTheWiki" and 
> rapidly got confused (not very hard for me). I now crap about chanig a 
> website or web page, etc. For example, the term "add 
> CamelCaseNameOfNewPage to the text of the page and click save" means 
> absolutely nothing to me. I have no idea what a CamelCaseNameOfNewPage 
> refers to or how to get my information into whatever that could be.
>   So, I need a little help here so I can get this info onto the RT wiki. 
> The views are especially helpfor for those who want to include comments 
> or ticket history in a SQL report.
>   Anyway. If anyone is VERY patient and would like to help me out, please 
> reply. Thanks.
> 
> 
> Kenn
> LBNL
> 
It will create the new page but there can not be non-word characters.
For example, I used "PostgreSQLFullText" for my page on full-text
index support using PostgreSQL. Maybe something like
"DenormalizedViewsForReporting" would be appropriate for your new
page. Then you just start adding content. I used cut-n-paste.

Cheers,
Ken
___
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] Adding stuff to the RT wiki

[Kenneth Crocker]

To all,


I have some de-normalized views (for SQL reporting EXTERNAL to RT - 
Oracle) and a conversion program for converting Legacy ticket dat into 
RT that I want to add to the wiki. I'm not aquainted AT ALL with how to 
do this on the RT wiki. I went to "www.bestpractical.com/rt" and clicked 
the "wiki" option. Then I read the instructions to "UpdateTheWiki" and 
rapidly got confused (not very hard for me). I now crap about chanig a 
website or web page, etc. For example, the term "add 
CamelCaseNameOfNewPage to the text of the page and click save" means 
absolutely nothing to me. I have no idea what a CamelCaseNameOfNewPage 
refers to or how to get my information into whatever that could be.
So, I need a little help here so I can get this info onto the RT wiki. 
The views are especially helpfor for those who want to include comments 
or ticket history in a SQL report.
Anyway. If anyone is VERY patient and would like to help me out, please 
reply. Thanks.


Kenn
LBNL

___
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 on Ubuntu Hardy

[Tom Lahti]

> I found from documentation that I wrote up on the process of migrating stuff
> that this is what I did, is this correct, or is there more that needs to be
> done?
> 
> for x in /etc/request-tracker3.8/upgrade/*; do \
>  for y in schema acl insert; do \
> /usr/sbin/rt-setup-database-3.8 --action $y --datadir $x \
>   --dba rt_user --dba-password [password]; \
>  done;\
>   done;

More.  In particular, steps 4, 5 and 6 in UPGRADING.mysql.

-- 
-- 
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.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 on Ubuntu Hardy

[Drew Barnes]

 From UPGRADING.mysql:
If you're installing a new RT then you can skip this file.

If you're migrating from MySQL 4.0 to MySQL 4.1 and newer then you MUST 
follow
instructions at the bottom of this file.

If you're upgrading RT from versions prior to 3.8.0 then you MUST follow
instructions below even if your old RT was installed on MySQL 4.1 or newer.

=== Upgrading RT from versions prior to 3.8.0 ===

1) Backup RT's database. Test that you can restore from this backup.

2) Follow instructions in the README file to step 7.

3) Apply changes described in step 7, but only up to version 3.8.0.

4) Apply the MySQL 4.0->4.1 schema changes. Included in RT is the script
etc/upgrade/upgrade-mysql-schema.pl that generates SQL queries to 
upgrade the database's schema. Run it:

perl etc/upgrade/upgrade-mysql-schema.pl db user pass > sql.queries

5) Check sanity of the SQL queries yourself or consult with your DBA.

6) Apply the queries. Note that this step can take a while. It may require
additional space on your hard drive comparable with size of your tables.

mysql -u root -p rt3 < sql.queries

NOTE that 'rt3' is the default name of the RT database, change it in the
command above if you're using a different name.

This step should not produce any errors or warnings. If you see any, restore
your database from the backup you made at step 1) and send a report to the
rt-users@lists.bestpractical.com mailing list.

7) Continue from step 7 in the README and apply other upgrade scripts 
and follow
other steps.


Shawn Smith wrote:
> I found from documentation that I wrote up on the process of migrating 
> stuff that this is what I did, is this correct, or is there more that 
> needs to be done? 
>
> for x in /etc/request-tracker3.8/upgrade/*; do \
>
>  for y in schema acl insert; do \
> /usr/sbin/rt-setup-database-3.8 --action $y --datadir $x \
>   --dba rt_user --dba-password [password]; \
>
>  done;\
>   done;
>
>
>   
>
> 
>
> ___
> 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

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

___
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 on Ubuntu Hardy

[Shawn Smith]

I found from documentation that I wrote up on the process of migrating stuff
that this is what I did, is this correct, or is there more that needs to be
done?

for x in /etc/request-tracker3.8/upgrade/*; do \
 for y in schema acl insert; do \
/usr/sbin/rt-setup-database-3.8 --action $y --datadir $x \
  --dba rt_user --dba-password [password]; \
 done;\
  done;
___
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 on Ubuntu Hardy

[Tom Lahti]

Shawn Smith wrote:
> Also, Tom: Yes, binary attachments seem to be messed up.  I tried opening an
> Excel spreadsheet on our current, older instance of RT and it worked, but on
> my newer instance it did not.  I thought I went through the UPGRADING.mysql
> file when I originally migrated the database, but I will peruse it to see if
> there's anything that stands out.

Is it possible you did the: perl etc/upgrade/upgrade-mysql-schema.pl db user
pass > sql.queries

but then didn't run the queries in sql.queries?  All that command does is
generate a batch of SQL commands to run; it doesn't run them for you.  You
then need to do:

mysql -u root -p rt3 < sql.queries

To actually run the SQL queries to upgrade your database.

-- 
-- 
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.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 on Ubuntu Hardy

[Shawn Smith]

Yes I seem to be still getting the second error.  There's also a new error
that's occurring:

[Tue Mar 10 18:36:25 2009] [crit]: Apache2::RequestIO::print: (104)
Connection reset by peer at /usr/share/perl5/HTML/Mason/ApacheHandler.pm
line 1034 (/usr/share/request-tracker3.8/libexec/webmux.pl:150)[Tue Mar 10
18:50:32 2009] [error]: Couldn't get principal for not loaded object
(/usr/share/request-tracker3.8/lib/RT/User_Overlay.pm:1113)
[Tue Mar 10 18:50:32 2009] [error]: Group::HasMember was called with an
argument that isn't an RT::Principal or id. It's (undefined)
(/usr/share/request-tracker3.8/lib/RT/Group_Overlay.pm:1031)
[Tue Mar 10 18:52:20 2009] [error]: Couldn't get principal for not loaded
object (/usr/share/request-tracker3.8/lib/RT/User_Overlay.pm:1113)

The first one in that list seems to be one of the originals that I posted.

Also, Tom: Yes, binary attachments seem to be messed up.  I tried opening an
Excel spreadsheet on our current, older instance of RT and it worked, but on
my newer instance it did not.  I thought I went through the UPGRADING.mysql
file when I originally migrated the database, but I will peruse it to see if
there's anything that stands out.
___
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 on Ubuntu Hardy

[Steven Christou]

Go to this website and read the Continuous login part:
http://wiki.bestpractical.com/view/TroubleShooting
Probably can explain it 1000x better than I can, but basically its a
table issue converting from a longtext to longblob. The command below
does exactly that.

Do you still get the 2nd error?

Shawn Smith wrote:
> Interesting, I can't reproduce the error anymore after following your
> instructions.  Thanks a lot!  Would you mind offering a quick
> explanation as to why you think this fixes the problem?  I'm a little
> confused about what it's doing and what it's fixing.  Thanks again.
>
> On Tue, Mar 10, 2009 at 2:28 PM, Steven Christou  > wrote:
>
> Fix for: Out of memory! Callback called exit.
>
> First login to your mysql database
>
> Mysql –p –u root –D rtdb
>
> This will log you in as root(-u) in the rtdb database(-D) with a
> prompt for a password(-p). Next, we want to change the session
> tables. Type in this exact command when you get to the
>
> mysql> prompt (note capitalization areas and DO NOT include the ""s):
>
> "ALTER TABLE sessions CHANGE a_session a_session LONGBLOB;"
>
>
>
> Shawn Smith wrote:
> > Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian
> > package at
> >
> >
> 
> http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/
> >
> >
> > It works totally fine aside from the fact that it's got a
> significant
> > visual bug.  Here's how it's produced:
> >
> > 1. Click on queue in the Quick Search menu on the right hand side.
> > 2. Click on a ticket in that queue.
> > 3. Go back to the list of tickets.
> > 4. Refresh the page.
> >
> > The error that occurs is that nothing gets rendered properly, so
> it's
> > just a white background with a bunch of blue links for the
> tickets and
> > text for the different fields of each ticket.  In
> > /var/log/apache2/error.log I see stuff like:
> >
> > [Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal
> > Segmentation fault (11)
> > Out of memory!
> > Callback called exit.
> >
> > and:
> >
> > [Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104)
> > Connection reset by peer at
> > /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034
> > (/usr/share/request-tracker3.8/libexec/webmux.pl:150)
> >
> >
> > My boss suggested changing MaxRequestsPerChild in
> > /etc/apache2/apache2.conf to a low number other than 0, but that
> still
> > did not fix the error.  If anyone has any suggestions I would
> greatly
> > appreciate any advice you can provide.
> >
> > --
> > 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
>
>
> --
> Steve Christou
> UWM Information Security
> Phone: 414-229-1100
> Email: osa-l...@uwm.edu 
>
>
>
>
> -- 
> Shawn


-- 
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

Re: [rt-users] RT 3.8 on Ubuntu Hardy

[Tom Lahti]

Shawn Smith wrote:
> Interesting, I can't reproduce the error anymore after following your
> instructions.  Thanks a lot!  Would you mind offering a quick explanation as
> to why you think this fixes the problem?  I'm a little confused about what
> it's doing and what it's fixing.  Thanks again.

There are database schema changes in RT between versions.  You really need
to go through UPGRADING.mysql and do what it says; that one thing isn't
going to cover all the changes.

In particular, its quite likely that all your binary attachments are
non-functional.  Try downloading one and opening it.

And please don't top post :)

-- 
-- 
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.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 on Ubuntu Hardy

[Shawn Smith]

Interesting, I can't reproduce the error anymore after following your
instructions.  Thanks a lot!  Would you mind offering a quick explanation as
to why you think this fixes the problem?  I'm a little confused about what
it's doing and what it's fixing.  Thanks again.

On Tue, Mar 10, 2009 at 2:28 PM, Steven Christou  wrote:

> Fix for: Out of memory! Callback called exit.
>
> First login to your mysql database
>
> Mysql –p –u root –D rtdb
>
> This will log you in as root(-u) in the rtdb database(-D) with a prompt for
> a password(-p). Next, we want to change the session tables. Type in this
> exact command when you get to the
>
> mysql> prompt (note capitalization areas and DO NOT include the ""s):
>
> "ALTER TABLE sessions CHANGE a_session a_session LONGBLOB;"
>
>
>
> Shawn Smith wrote:
> > Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian
> > package at
> >
> >
> http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/
> >
> >
> > It works totally fine aside from the fact that it's got a significant
> > visual bug.  Here's how it's produced:
> >
> > 1. Click on queue in the Quick Search menu on the right hand side.
> > 2. Click on a ticket in that queue.
> > 3. Go back to the list of tickets.
> > 4. Refresh the page.
> >
> > The error that occurs is that nothing gets rendered properly, so it's
> > just a white background with a bunch of blue links for the tickets and
> > text for the different fields of each ticket.  In
> > /var/log/apache2/error.log I see stuff like:
> >
> > [Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal
> > Segmentation fault (11)
> > Out of memory!
> > Callback called exit.
> >
> > and:
> >
> > [Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104)
> > Connection reset by peer at
> > /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034
> > (/usr/share/request-tracker3.8/libexec/webmux.pl:150)
> >
> >
> > My boss suggested changing MaxRequestsPerChild in
> > /etc/apache2/apache2.conf to a low number other than 0, but that still
> > did not fix the error.  If anyone has any suggestions I would greatly
> > appreciate any advice you can provide.
> >
> > --
> > 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
>
>
> --
> Steve Christou
> UWM Information Security
> Phone: 414-229-1100
> Email: osa-l...@uwm.edu
>
>


-- 
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] RT 3.8 on Ubuntu Hardy

[Steven Christou]

Fix for: Out of memory! Callback called exit.

First login to your mysql database

Mysql –p –u root –D rtdb

This will log you in as root(-u) in the rtdb database(-D) with a prompt for a 
password(-p). Next, we want to change the session tables. Type in this exact 
command when you get to the 

mysql> prompt (note capitalization areas and DO NOT include the ""s):

"ALTER TABLE sessions CHANGE a_session a_session LONGBLOB;"



Shawn Smith wrote:
> Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian
> package at
>
> http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/
>
>
> It works totally fine aside from the fact that it's got a significant
> visual bug.  Here's how it's produced:
>
> 1. Click on queue in the Quick Search menu on the right hand side. 
> 2. Click on a ticket in that queue.
> 3. Go back to the list of tickets.
> 4. Refresh the page.
>
> The error that occurs is that nothing gets rendered properly, so it's
> just a white background with a bunch of blue links for the tickets and
> text for the different fields of each ticket.  In
> /var/log/apache2/error.log I see stuff like:
>
> [Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal
> Segmentation fault (11)
> Out of memory!
> Callback called exit.
>
> and:
>
> [Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104)
> Connection reset by peer at
> /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034
> (/usr/share/request-tracker3.8/libexec/webmux.pl:150)
>
>
> My boss suggested changing MaxRequestsPerChild in
> /etc/apache2/apache2.conf to a low number other than 0, but that still
> did not fix the error.  If anyone has any suggestions I would greatly
> appreciate any advice you can provide. 
>
> -- 
> 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


-- 
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

Re: [rt-users] RT 3.8 on Ubuntu Hardy

[Drew Barnes]

Last time I saw that on an install (not debian) it needed a good 
run-through of the instructions in UPGRADING.mysql

Shawn Smith wrote:
> Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian 
> package at
>
> http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/
>  
>
>
> It works totally fine aside from the fact that it's got a significant 
> visual bug.  Here's how it's produced:
>
> 1. Click on queue in the Quick Search menu on the right hand side. 
> 2. Click on a ticket in that queue.
> 3. Go back to the list of tickets.
> 4. Refresh the page.
>
> The error that occurs is that nothing gets rendered properly, so it's 
> just a white background with a bunch of blue links for the tickets and 
> text for the different fields of each ticket.  In 
> /var/log/apache2/error.log I see stuff like:
>
> [Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal 
> Segmentation fault (11)
> Out of memory!
> Callback called exit.
>
> and:
>
> [Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104) 
> Connection reset by peer at 
> /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1034 
> (/usr/share/request-tracker3.8/libexec/webmux.pl:150)
>
>
> My boss suggested changing MaxRequestsPerChild in 
> /etc/apache2/apache2.conf to a low number other than 0, but that still 
> did not fix the error.  If anyone has any suggestions I would greatly 
> appreciate any advice you can provide. 
>
> -- 
> 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

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

___
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 3.8 on Ubuntu Hardy

[Shawn Smith]

Hi, I've installed RT 3.8 on an Ubuntu Hardy server from the Debian package
at

http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.8/trunk/debian/

It works totally fine aside from the fact that it's got a significant visual
bug.  Here's how it's produced:

1. Click on queue in the Quick Search menu on the right hand side.
2. Click on a ticket in that queue.
3. Go back to the list of tickets.
4. Refresh the page.

The error that occurs is that nothing gets rendered properly, so it's just a
white background with a bunch of blue links for the tickets and text for the
different fields of each ticket.  In /var/log/apache2/error.log I see stuff
like:

[Tue Mar 10 13:38:48 2009] [notice] child pid 24484 exit signal Segmentation
fault (11)
Out of memory!
Callback called exit.

and:

[Tue Mar 10 18:02:36 2009] [crit]: Apache2::RequestIO::print: (104)
Connection reset by peer at /usr/share/perl5/HTML/Mason/ApacheHandler.pm
line 1034 (/usr/share/request-tracker3.8/libexec/webmux.pl:150)


My boss suggested changing MaxRequestsPerChild in /etc/apache2/apache2.conf
to a low number other than 0, but that still did not fix the error.  If
anyone has any suggestions I would greatly appreciate any advice you can
provide.

-- 
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] Custom Field Internationalization

[Emmanuel Lacour]

On Tue, Mar 10, 2009 at 11:14:09AM -0600, Marc DeTrano wrote:
> I would like to have the names of Custom Fields display in the interface 
> in the preferred language of the user.  I have checked the docs, and 
> while there seems to be a lot of internationalization support throughout 
> the system, I did not see a simple way to make this happen and just 
> wondered if I am missing anything.
> 

I guess you will need to:

- create a .po file with translations for every wanted CustomFields
  names
- modify html source in share/html/Elements/ShowCustomFields to localize
  the name:

-<% $CustomField->Name %>:
+<% loc($CustomField->Name) %>:

___
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] Custom Field Internationalization

[Marc DeTrano]

I would like to have the names of Custom Fields display in the interface 
in the preferred language of the user.  I have checked the docs, and 
while there seems to be a lot of internationalization support throughout 
the system, I did not see a simple way to make this happen and just 
wondered if I am missing anything.

Marc
___
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] RSS and iCalendar Feeds? Bug?

[John Arends]

I sent a message about this last week but didn't get much of a reply. 
I'm hoping with a more descriptive subject I can get some more comments.

I am very excited about the RSS feeds and iCalendar feeds in RT 3.8.x, 
but I can't get them to work reliably?. Is anyone using them? If so, 
which applications are you using?

The RSS feeds work fine in FireFox, and the iCalendar feeds work fine in 
Sunbird. However, I can't get either of them to work in applications our 
users have.

Outlook 2007 does not like the format of the RSS feeds, and I can't get 
either of them to work.

For our Mac users, the iCalendar feeds do not work in iCal, and the RSS 
feeds do not work in Safari.

I'm guessing the problem is mostly the format. Who is using the feeds?

-- 
John Arends 
Network Analyst
College of ACES - ITCS
University of Illinois at Urbana-Champaign

___
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

[Nick Kartsioukas]

On Tue, 10 Mar 2009 10:20:51 -0430, "Eliezer E Chávez"
 said:
> Just another thing, how i disable GraphViz and PGP???

To disable PGP, put this in RT_SiteConfig.pm:
Set( %GnuPG, Enable => 0);

I believe GraphViz to be a build-time option, ./configure
--without-graphviz
___
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] using custom field that applies to group as custom scrip condition

[Paul Vlaar]

Hi Kenneth,

Thanks for your response. My scrip is indeed looking for a "create"
transaction because it should only trigger at the time of creation, and
the CF value is rather static, as it applies to the Group that the Queue
in which the ticket belongs, has rights to. I realise now that finding
that relationship is a bit difficult, and it's probably better to move
the custom field to the Queue, instead.

~paul

On Wed Mar 04 2009 19:39:09 GMT+0100 (CET), Kenneth Crocker wrote:
> Paul,
> 
> 
>   I use the following scrip for the condition and it works for me:
> 
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> 
> if  ($trans->Type eq 'CustomField')
>  {my $cf = new RT::CustomField($RT::SystemUser);
>  $cf->LoadByName(Queue => $ticket->QueueObj->id,
>   Name => "Review Process");
>   return 0 unless $cf->id;
>   if  ($trans->Field == $cf->id &&
>$trans->NewValue eq "Review Complete-Approved")
>{
> return 1;
>}
>  }
> 
> return 0;
> 
>   Your scrip seemed to be looking for a "create" transaction. So it will 
> only work if the CF value is what your looking for "at the time of 
> creation" ONLY. Whereas mine is merely looking for when the CF has been 
> altered, WHENEVER. Also, keep in mind is that there is case-sensitivity 
> in all comparisons.
>   Hope this helps.
> 
> Kenn
> LBNL
> 
> 
> On 3/4/2009 2:46 AM, Paul Vlaar wrote:
>> We're trying to base our autoreply on the value of a custom field that
>> applies to a group. So I've created a scrip that applies to a queue:
>>
>> Condition: User Defined
>> Action: Autoreply To Requestors
>> Template: Global template: Contract Expiring
>> Stage: TransactionCreate
>>
>> In the Custom condition this should only trigger when the custom field
>> "Contract Status" equals "expiring":
>>
>> if ( $self->TransactionObj->Type eq "Create" &&
>> $self->TicketObj->GroupObj->FirstCustomFieldValue("Contract Status") eq
>> "expiring" )
>>   return 1;
>> } else {
>>   return 0;
>> }
>>
>> I've also tried:
>>
>> $self->GroupObj->FirstCustomFieldValue("Contract Status") eq
>> "expiring"
>>
>> But this code doesn't trigger the template and I can't seem to find a
>> similar example of the use of custom group fields anywhere.
>>
>> Thanks,
>>
>>  ~paul
>>
> 
> ___
> 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


-- 
paul_vl...@isc.org - ISC Operations - +1 650 423 1349 - PGP 0x294EC062
___
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 delay on ticket creation

[Derek Cunningham]

Hi
If I have gone about posting my question the wrong way please let me know.
Should I add my RT_SiteConfig.pm file in addition to these logs? The
autoreply goes out right away, but I'm getting a lengthy delay on only the
admincc messages, and only sometimes when a user submits a new request by
email.  It doesn't seem to matter who the user is.  If anybody sees anything
helpful in my log entries please tell me.  If I should be including info
from another log, please tell me.  I would have suspected a postfix config
problem, but I'm suspecting my RT config because this only happens during
the condition that a user submits a new request via email.

I am using RT 3.8.1 on Mac OSX (10.4), postfix/sendmail to relay to our main
email server with SMTP.  RT is working great except for these email delays.

Another recent sample:
>From /var/log/mail.log

Mar 10 07:45:45 rt3-curis-com postfix/smtpd[215]: connect from
[mailserver].curis.com[10.2.0.20]
Mar 10 07:45:47 rt3-curis-com postfix/smtpd[215]: 1C89B8436A:
client=[mailserver].curis.com[10.2.0.20]
Mar 10 07:45:47 rt3-curis-com postfix/cleanup[218]: 1C89B8436A:
message-id=
Mar 10 07:45:47 rt3-curis-com postfix/smtpd[215]: disconnect from
[mailserver].curis.com[10.2.0.20]
Mar 10 07:45:47 rt3-curis-com postfix/qmgr[219]: 1C89B8436A:
from=<[request...@curis.com>, size=896, nrcpt=1 (queue active)
Mar 10 07:45:54 rt3-curis-com postfix/pickup[214]: 2A4DE8438B: uid=70
from=
Mar 10 07:45:54 rt3-curis-com postfix/cleanup[218]: 2A4DE8438B:
message-id=
Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 2A4DE8438B:
from=, size=1655, nrcpt=1 (queue active)
Mar 10 07:45:54 rt3-curis-com postfix/smtp[225]: 2A4DE8438B:
to=<[request...@curis.com>, relay=[mailserver].curis.com[10.2.0.20],
delay=0, status=sent (250 2.0.0 49b652f2-000b3322 Message accepted for
delivery)
Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 2A4DE8438B: removed
Mar 10 07:45:54 rt3-curis-com postfix/local[220]: 1C89B8436A:
to=, relay=local, delay=9, status=sent (delivered
to command: /opt/rt3/bin/rt-mailgate --queue facilities --action correspond
--url http://localhost/rt)
Mar 10 07:45:54 rt3-curis-com postfix/qmgr[219]: 1C89B8436A: removed
Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 6D778843F4: uid=70
from=
Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 6D778843F4:
message-id=
Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4:
from=, size=998, nrcpt=1 (queue active)
Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 7C66B843F5: uid=70
from=
Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 7C66B843F5:
message-id=
Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5:
from=, size=1232, nrcpt=3 (queue active)
Mar 10 08:56:51 rt3-curis-com postfix/smtp[234]: 6D778843F4:
to=, relay=[mailserver].curis.com[10.2.0.20], delay=0,
status=sent (250 2.0.0 49b66393-000b34c3 Message accepted for delivery)
Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5:
to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257,
status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery)
Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5:
to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257,
status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery)
Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5:
to=, relay=[mailserver].curis.com[10.2.0.20], delay=4257,
status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery)
Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: removed
Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: removed


And from /var/log/httpd/error.log

[Tue Mar 10 11:45:54 2009] [info]:
 #30085/1657 - Scrip 3 On
Create Autoreply To Requestors
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Tue Mar 10 11:45:54 2009] [info]:
 sent  To: mbo...@curis.com
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Tue Mar 10 11:45:54 2009] [info]:
 #30085/1657 - Scrip 4 On
Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Tue Mar 10 11:45:54 2009] [info]:
 sent  Bcc: d...@curis.com,
de...@curis.com, rcur...@curis.com
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Tue Mar 10 11:45:54 2009] [info]: Ticket 30085 created in queue
'Facilities' by mbo...@curis.com
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
[Tue Mar 10 12:56:13 2009] [info]: Successful login for dens from 10.2.2.9
(/opt/rt3/share/html/autohandler:273)
[Tue Mar 10 12:56:51 2009] [info]:
 #30085/1660 - Scrip 2 On
Owner Change Notify Owner (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Tue Mar 10 12:56:51 2009] [info]:
 sent  To: d...@curis.com
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)


My RT_SiteConfig.PM

Set($rtname, "curis.com");
Set($Organization, "curis.com");
Set($WebBaseURL, "http://rt3.curis.com";);
Set($OwnerEmail , 'de...@curis.com');
Set($CanonicalizeEmailAddressMatch , '@rt3\.curis\.com$');
Set($CanonicalizeEmailAddressReplace , '@curis.com');
Set($WebPath, "/rt");
Set($CorrespondAddress, 'corresp...@curis.com

Re: [rt-users] Problems on RT-Authen-ExternalAuth

[Eliezer E Chávez]

You hit the JACKPOT mike

Thanks!!

Just another thing, how i disable GraphViz and PGP???

Regards!

On Tue, Mar 10, 2009 at 5:03 AM, Mike Peachey wrote:

> Eliezer E Chávez wrote:
> > Mike:
> >
> > This is the debug log...
>
> Disable GraphViz and PGP.
>
> Your d_filter appears to be invalid, an "=" would be required somewhere.
>
> --
> 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
> __
>



-- 
Eliezer E Chávez
+58-416-6125676
eliezer.cha...@gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
___
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]

Eliezer E Chávez wrote:
> Mike:
> 
> This is the debug log...

Disable GraphViz and PGP.

Your d_filter appears to be invalid, an "=" would be required somewhere.

-- 
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