Re: [rt-users] Shredder question
Hello Ken, Delete them as there is no record to reference anymore after shredding a ticket. On Tue, Sep 22, 2009 at 8:08 PM, Ken Crocker kfcroc...@lbl.gov wrote: To list, I haven't used Shredder before so I have a question: when it removes a deleted ticket, will it also remove the OBJECTCUSTOMFIELDVALUES records as well or just disable them? 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 -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Documentation on RT Objects
Hi Matthew, Thanks much for your reply. I have got this installed and searched thru it. It shows same page except for the choosen help topic in the title something like below. perl5::vendor_perl::5::10::0::HTML::Mason::Compiler::ToObject But it doesn't seem to contain details of members of the run-time objects like $TicketObj or any info on how to get the members of a group etc. Can you please let me know. Thanks, Baskar N -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Matthew Keller Sent: Tuesday, September 08, 2009 6:31 PM Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Documentation on RT Objects Baskaraganesan Natarajan wrote: I have RT 3.8.2 running in Fedora 9 and trying to configure by writing scrips. I am looking for documentation on using different runtime objects like $TicketObj / $TransactionObj etc. Can you please let me know if it is available somewhere in the web. cpan RT::OnlineDocs ___ 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 DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ 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] Documentation on RT Objects
After installing it, on your RT system, you should now have a URL: http://rt.yourdomain.com/Developer/Perldoc/index.html Ths documents all of the RT and RTx objects you have installed. The ticket object, for example, is under http://rt.yourdomain.com/Developer/Perldoc/Body.html?n=RT::Ticket Baskaraganesan Natarajan wrote: Hi Matthew, Thanks much for your reply. I have got this installed and searched thru it. It shows same page except for the choosen help topic in the title something like below. perl5::vendor_perl::5::10::0::HTML::Mason::Compiler::ToObject But it doesn't seem to contain details of members of the run-time objects like $TicketObj or any info on how to get the members of a group etc. Can you please let me know. Thanks, Baskar N -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Matthew Keller Sent: Tuesday, September 08, 2009 6:31 PM Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Documentation on RT Objects Baskaraganesan Natarajan wrote: I have RT 3.8.2 running in Fedora 9 and trying to configure by writing scrips. I am looking for documentation on using different runtime objects like $TicketObj / $TransactionObj etc. Can you please let me know if it is available somewhere in the web. cpan RT::OnlineDocs ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface tests failing
$ sudo prove -blv t/get_public_keys.t t/get_public_keys.t .. 1..3 gpg: WARNING: unsafe permissions on homedir `test' not ok 1 not ok 2 not ok 3 subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/ get_public_keys.t line 92. Failed 3/3 subtests Test Summary Report Can you try to track down the source of that gpg warning? I suspect that it might be umask related. It may be that GnuPG 2.0 is being stricter about something for homedir permissions. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface tests failing
May be setting umask to a stricter value will make all those tests pass. On Wed, Sep 23, 2009 at 5:02 PM, Jesse Vincent je...@bestpractical.com wrote: $ sudo prove -blv t/get_public_keys.t t/get_public_keys.t .. 1..3 gpg: WARNING: unsafe permissions on homedir `test' not ok 1 not ok 2 not ok 3 subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/ get_public_keys.t line 92. Failed 3/3 subtests Test Summary Report Can you try to track down the source of that gpg warning? I suspect that it might be umask related. It may be that GnuPG 2.0 is being stricter about something for homedir permissions. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt 3.8.4 case sensitivity for e-mail addresses
Check again. It's nothing to do with the email address, but rather the collation set for your MySQL tables. Note that even with a case-insensitive collation, fulltext search is always case-sensitive... :-/ Hi Jerrad Thanks for this, I've had a look at the collation on the tables and it is set to utf8_general_ci, which I thought was case insenstive? regards Garry ___ 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] Make non-staff users able to see all tickets (and not only theirs)
Rui Vitor Figueiras Meireles wrote: Hi there. I’ve just installed RT 3.6 (It was the version available in EPEL Repositories for RHEL 5). I’m not going to use email to open/reply to tickets, I just want to use email to send notifications. This way, all the users must use the http interface. I was wondering how it is possible to: 1. Make all non-privileged users see ALL the tickets (not only the tickets they are Requestors). Could you go to the queues you want to see tickets on and then tell it to allow the non-privileged group to see all tickets there? 2. Make all non-privileged users be able to login, even if there is not a user account for them (for example, they could login with their email, have a pre-defined password, and have the account automatically created). I know this is possible via email request, but I wanted via browser… It may not be what you want but if your non-privileged users are in your LDAP server, you would not need to define them in rt in advance. Whenever they would log in, they would be seen as non-privileged by rt unless you do something to change that. I would greatly appreciate if someone could help me with one or more questions. Thanks in advance. ___ 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] sqlite
Tom Lahti wrote: Sorry. What I meant to say is RT's SQLite support - I _love_ SQLite for all sorts of applications. multi-user apps with SQLite are totally doable -- you just need to be careful with write concurrency ;) If you leave synchronous writes on, you're limited on transaction speed. A commit takes at least two full drive rotations, so for a 7200rpm drive you can only do 60 transactions per second. Not terribly scalable :) I am in a small shop (12 people tops). If we end up having 60 tickets per minute, I would be happily amazed and glad to upgrade to mysql or something else. ___ 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] sqlite
On Wed, Sep 23, 2009 at 10:29:03AM -0400, Mauricio Tavares wrote: Tom Lahti wrote: Sorry. What I meant to say is RT's SQLite support - I _love_ SQLite for all sorts of applications. multi-user apps with SQLite are totally doable -- you just need to be careful with write concurrency ;) If you leave synchronous writes on, you're limited on transaction speed. A commit takes at least two full drive rotations, so for a 7200rpm drive you can only do 60 transactions per second. Not terribly scalable :) I am in a small shop (12 people tops). If we end up having 60 tickets per minute, I would be happily amazed and glad to upgrade to mysql or something else. No, really, don't do that. We haven't tested RT 3.x on SQLite in a production environment. That's not a supported configuration. I have no idea how badly it might hurt you. Jesse Vincent (RT's Architect) ___ 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] sqlite
On Wed, Sep 23, 2009 at 10:50:40AM -0400, Jesse Vincent wrote: On Wed, Sep 23, 2009 at 10:29:03AM -0400, Mauricio Tavares wrote: Tom Lahti wrote: Sorry. What I meant to say is RT's SQLite support - I _love_ SQLite for all sorts of applications. multi-user apps with SQLite are totally doable -- you just need to be careful with write concurrency ;) If you leave synchronous writes on, you're limited on transaction speed. A commit takes at least two full drive rotations, so for a 7200rpm drive you can only do 60 transactions per second. Not terribly scalable :) I am in a small shop (12 people tops). If we end up having 60 tickets per minute, I would be happily amazed and glad to upgrade to mysql or something else. No, really, don't do that. We haven't tested RT 3.x on SQLite in a production environment. That's not a supported configuration. I have no idea how badly it might hurt you. with 300 tickets on a machine running on xen, it's been unusable. took about 15 seconds just to show a ticket. the problem was disk io. underlying disk space was a hardware raid1 on SAS disks. now with mysql, it takes about 2 seconds to show a ticket. mk ___ 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] Make non-staff users able to see all tickets (and not only theirs)
First of all, thanks for the answers! 1. Make all non-privileged users see ALL the tickets (not only the tickets they are Requestors). Could you go to the queues you want to see tickets on and then tell it to allow the non-privileged group to see all tickets there? I did that. I gave the rights SeeQueue and ShowTicket to Everyone. And they can see them now, but they need to write http://...?id=4 to see ticket 4 if it is not theirs. What I need is to change the /SelfService/index.html in order to have: - My open tickets - Other people open tickets (this is what I want) 2. Make all non-privileged users be able to login, even if there is not a user account for them I don't want to use a LDAP Server. If not possible, I will just have to create the accounts by hand. Thanks! -Original Message- From: Mauricio Tavares [mailto:raubvo...@gmail.com] Sent: quarta-feira, 23 de Setembro de 2009 15:26 To: Rui Vitor Figueiras Meireles Cc: RT Users Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs) Rui Vitor Figueiras Meireles wrote: Hi there. I've just installed RT 3.6 (It was the version available in EPEL Repositories for RHEL 5). I'm not going to use email to open/reply to tickets, I just want to use email to send notifications. This way, all the users must use the http interface. I was wondering how it is possible to: 1. Make all non-privileged users see ALL the tickets (not only the tickets they are Requestors). Could you go to the queues you want to see tickets on and then tell it to allow the non-privileged group to see all tickets there? 2. Make all non-privileged users be able to login, even if there is not a user account for them (for example, they could login with their email, have a pre-defined password, and have the account automatically created). I know this is possible via email request, but I wanted via browser... It may not be what you want but if your non-privileged users are in your LDAP server, you would not need to define them in rt in advance. Whenever they would log in, they would be seen as non-privileged by rt unless you do something to change that. I would greatly appreciate if someone could help me with one or more questions. Thanks in advance. ___ 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] Identifying an user
When an email is sent to RT, how is an user uniquely identified? EmailAddress and RealName? ___ 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] sqlite
with 300 tickets on a machine running on xen, it's been unusable. took about 15 seconds just to show a ticket. the problem was disk io. underlying disk space was a hardware raid1 on SAS disks. now with mysql, it takes about 2 seconds to show a ticket. That still sounds really high. Do you perhaps have xen snapshots on or something? ___ 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] Identifying an user
On Wed, Sep 23, 2009 at 11:21:04AM -0400, Mauricio Tavares wrote: When an email is sent to RT, how is an user uniquely identified? EmailAddress and RealName? Out of the box, it's by email address. ___ 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] Large Attachments being processed
Greetings, So I did my homework... and Im looking for anyone that has tested large attachments. The Attachment table's content field in the rt3 database uses longtext as the datatype. This means it can hold a 4GB file. However in the default RT_SiteConfig.pm it has it cut off at 10mb. Now, I have come to realize that fetchmail is the reason why this is low. Our fetchmail tried to parse a 100mb file into an RT ticket, and it ended up forking perl processes until the server ran out of memory and started using swap memory, and eventually crippled the server. My question is, what is the biggest size file fetchmail can parse without the above happening? Is it dependent on RAM? Our box has 4GB of ram, and it chewed through that in a matter of seconds Also, if the user manually attaches a file through the Web Interface, is there any limitation with RT itself, now that I know mysql can handle a 4GB file? We are on an older version, but this question remains the same for the latest version. The latest version of RT's default config has attachments of 10mb truncated. Thanks! Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] sqlite
Is it swap drive io?? I've had this happen when RT tries to process a large attachment... see if the mailbox it's pulling from has an email with a large attachment in it. Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 Jesse Vincent je...@bestpractical.com 23/09/2009 11:24 am with 300 tickets on a machine running on xen, it's been unusable. took about 15 seconds just to show a ticket. the problem was disk io. underlying disk space was a hardware raid1 on SAS disks. now with mysql, it takes about 2 seconds to show a ticket. That still sounds really high. Do you perhaps have xen snapshots on or something? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com ( 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://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] Identifying an user
Jesse Vincent wrote: On Wed, Sep 23, 2009 at 11:21:04AM -0400, Mauricio Tavares wrote: When an email is sent to RT, how is an user uniquely identified? EmailAddress and RealName? Out of the box, it's by email address. Then I must be doing something wrong here. I am sending test emails from two of my accounts (gmail and a work one) and the gmail one is giving me grief because it cannot create another user because, I believe, it shares the same username/RealName as my work one. I tried without my last name and it worked fine. ___ 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] Get list of all tickets once take action installed
Is there a way to get a list of all current tickets in a queue once the takeaction module is installed? thanks in advance ___ 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 question
Ruslan, Thanks. That's what I would have thought. Makes sense. Kenn LBNL On 9/23/2009 1:10 AM, Ruslan Zakirov wrote: Hello Ken, Delete them as there is no record to reference anymore after shredding a ticket. On Tue, Sep 22, 2009 at 8:08 PM, Ken Crocker kfcroc...@lbl.gov wrote: To list, I haven't used Shredder before so I have a question: when it removes a deleted ticket, will it also remove the OBJECTCUSTOMFIELDVALUES records as well or just disable them? 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 ___ 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] Instuctions on how to use Show Results
Greetings, I have the RT essentials book, and I've searched the wiki. I cannot find anywhere that explains what the heck Show Results is ment for. Can someone tell me what the heck this is?? When I click it after I've viewed a ticket, I get to a search results screen showing no tickets, with a found count of what the previous search had... One of my users does this and is annoyed at how it works. Obviously he doesn't know how to use it BUT I DONT EITHER!!! Can someone point me somewhere that explains the usage of the Show Results link? Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] Get list of all tickets once take action installed
No idea what the extension has to do with anything, but if you type a queue name in simple search it will list all of the active tickets in the queue. -- 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] rt 3.8.4 case sensitivity for e-mail addresses
Well something's wacky with your installation. I've not made any changes from the defaults in this area, and just verified that RT did not create a separate user for a differently cased email address. Have you checked your logs? Are they set to debug? The code closest to where your error occurs is: lib/RT/Interface/Email/Auth/MailFrom.pm Worse comes to worse, you can make a User_Local overlay with a CanonicalizeEmailAddress method that casts to lowercase. -- 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] Make non-staff users able to see all tickets (and not only theirs)
On Wed, Sep 23, 2009 at 04:19:55PM +0100, Rui Vitor Figueiras Meireles wrote: First of all, thanks for the answers! 1. Make all non-privileged users see ALL the tickets (not only the tickets they are Requestors). Could you go to the queues you want to see tickets on and then tell it to allow the non-privileged group to see all tickets there? I did that. I gave the rights SeeQueue and ShowTicket to Everyone. And they can see them now, but they need to write http://...?id=4 to see ticket 4 if it is not theirs. What I need is to change the /SelfService/index.html in order to have: - My open tickets - Other people open tickets (this is what I want) You'll have to overlay and tweak the search in share/html/SelfService/Elements/MyRequests by default, SelfService only looks for Tickets you are a Watcher of -kevin 2. Make all non-privileged users be able to login, even if there is not a user account for them I don't want to use a LDAP Server. If not possible, I will just have to create the accounts by hand. Thanks! -Original Message- From: Mauricio Tavares [mailto:raubvo...@gmail.com] Sent: quarta-feira, 23 de Setembro de 2009 15:26 To: Rui Vitor Figueiras Meireles Cc: RT Users Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs) Rui Vitor Figueiras Meireles wrote: Hi there. I've just installed RT 3.6 (It was the version available in EPEL Repositories for RHEL 5). I'm not going to use email to open/reply to tickets, I just want to use email to send notifications. This way, all the users must use the http interface. I was wondering how it is possible to: 1. Make all non-privileged users see ALL the tickets (not only the tickets they are Requestors). Could you go to the queues you want to see tickets on and then tell it to allow the non-privileged group to see all tickets there? 2. Make all non-privileged users be able to login, even if there is not a user account for them (for example, they could login with their email, have a pre-defined password, and have the account automatically created). I know this is possible via email request, but I wanted via browser... It may not be what you want but if your non-privileged users are in your LDAP server, you would not need to define them in rt in advance. Whenever they would log in, they would be seen as non-privileged by rt unless you do something to change that. I would greatly appreciate if someone could help me with one or more questions. Thanks in advance. ___ 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 pgp7mTR0qvbRQ.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Large Attachments being processed
On Wed, Sep 23, 2009 at 11:24:58AM -0400, Mike Johnson wrote: Greetings, So I did my homework... and Im looking for anyone that has tested large attachments. I've put attachments of a couple hundred megs into RT. The biggest thing you'll want to do is to turn the timeouts on the mail gateway and the webserver processes way up. It should work, but I don't really _recommend_ filling your RT instance with giant attachments. The Attachment table's content field in the rt3 database uses longtext as the datatype. This means it can hold a 4GB file. However in the default RT_SiteConfig.pm it has it cut off at 10mb. Now, I have come to realize that fetchmail is the reason why this is low. Our fetchmail tried to parse a 100mb file into an RT ticket, and it ended up forking perl processes until the server ran out of memory and started using swap memory, and eventually crippled the server. My question is, what is the biggest size file fetchmail can parse without the above happening? Is it dependent on RAM? Our box has 4GB of ram, and it chewed through that in a matter of seconds Also, if the user manually attaches a file through the Web Interface, is there any limitation with RT itself, now that I know mysql can handle a 4GB file? We are on an older version, but this question remains the same for the latest version. The latest version of RT's default config has attachments of 10mb truncated. Thanks! Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] Instuctions on how to use Show Results
On Wed, Sep 23, 2009 at 11:48:27AM -0400, Mike Johnson wrote: Greetings, I have the RT essentials book, and I've searched the wiki. I cannot find anywhere that explains what the heck Show Results is ment for. Can someone tell me what the heck this is?? When I click it after I've viewed a ticket, I get to a search results screen showing no tickets, with a found count of what the previous search had... One of my users does this and is annoyed at how it works. Obviously he doesn't know how to use it BUT I DONT EITHER!!! Can someone point me somewhere that explains the usage of the Show Results link? That isn't the behavior I see on 3.8, it takes me back to the results of the search (ie, run search, pick a ticket, use next to get another ticket, click on show results and see the list again). Its possible you've tickled a bug in your version of RT, but you haven't given a full set of reproduction steps. -kevin pgpvAHIfy1FDX.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Instuctions on how to use Show Results
Ah, Could be a bug. I'm on an OLD version. 3.2.1 We are getting ready to talk to Best Practical for help with an upgrade actually :P we just don't have the bodies to do it ourselves right now. Anyway, if anyone is curious, 1. log into RT 3.2.1 2. create a search and run it(Found X tickets) 3. click on a ticket in the search results 4. click on Show Results On 3.2.1, this results in a blank page with Found X tickets at the top... so it knows how many tickets were there, but it's not displaying any of them. No big deal, yet another reason to push for an update at our institution :D Thanks bunches Kevin. Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 Kevin Falcone falc...@bestpractical.com 23/09/2009 1:05 pm On Wed, Sep 23, 2009 at 11:48:27AM -0400, Mike Johnson wrote: Greetings, I have the RT essentials book, and I've searched the wiki. I cannot find anywhere that explains what the heck Show Results is ment for. Can someone tell me what the heck this is?? When I click it after I've viewed a ticket, I get to a search results screen showing no tickets, with a found count of what the previous search had... One of my users does this and is annoyed at how it works. Obviously he doesn't know how to use it BUT I DONT EITHER!!! Can someone point me somewhere that explains the usage of the Show Results link? That isn't the behavior I see on 3.8, it takes me back to the results of the search (ie, run search, pick a ticket, use next to get another ticket, click on show results and see the list again). Its possible you've tickled a bug in your version of RT, but you haven't given a full set of reproduction steps. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT DB, Callback questions
Hello all, I am running RT 3.8.4 and trying to figure out why the Callback I had written for the previous version (3.6.x) does not work. The callback is: $RT_DIR/local/html/Callbacks/Yangtze/Ticket/Elements/ShowMessageStanza/ Default and it examines the text in a comment and hyperlinks certain strings (perhaps it doesn't work because of the new rich-text'ish editor and the text it receives not being plain?). Debugging this is turning out to be difficult because even if I clear the mason cache and restart the web server (Apache2), I do not see this Callback getting, well, called back! Also, where (which table) are comments/replies stored in the DB? Thank you for any comments/help, --ravi ___ 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 DB, Callback questions
On Wed, Sep 23, 2009 at 02:19:07PM -0400, [ ravi ] wrote: I am running RT 3.8.4 and trying to figure out why the Callback I had written for the previous version (3.6.x) does not work. The callback is: $RT_DIR/local/html/Callbacks/Yangtze/Ticket/Elements/ShowMessageStanza/ Default This callback still exists and should work and it examines the text in a comment and hyperlinks certain strings (perhaps it doesn't work because of the new rich-text'ish editor and the text it receives not being plain?). You may want to look at MakeClicky in your 3.8 RT_Config which does this and provides docs on writing tools to add other kinds of rewrites. -kevin Debugging this is turning out to be difficult because even if I clear the mason cache and restart the web server (Apache2), I do not see this Callback getting, well, called back! Also, where (which table) are comments/replies stored in the DB? pgpuUDSzMAiuC.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Instuctions on how to use Show Results
On Wed, Sep 23, 2009 at 01:21:58PM -0400, Mike Johnson wrote: Ah, Could be a bug. I'm on an OLD version. 3.2.1 We are getting ready to talk to Best Practical for help with an upgrade actually :P we just don't have the bodies to do it ourselves right now. Yes, that is quite old 1. log into RT 3.2.1 2. create a search and run it(Found X tickets) 3. click on a ticket in the search results 4. click on Show Results On 3.2.1, this results in a blank page with Found X tickets at the top... so it knows how many That doesn't break on a local 3.8, and I don't recall it failing on 3.4 or 3.6, so hopefully it'll be resolved in your upgrade -kevin No big deal, yet another reason to push for an update at our institution :D Thanks bunches Kevin. Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: [1]mike.john...@normed.ca Technology assistance: email [2]nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 Kevin Falcone falc...@bestpractical.com 23/09/2009 1:05 pm On Wed, Sep 23, 2009 at 11:48:27AM -0400, Mike Johnson wrote: Greetings, I have the RT essentials book, and I've searched the wiki. I cannot find anywhere that explains what the heck Show Results is ment for. Can someone tell me what the heck this is?? When I click it after I've viewed a ticket, I get to a search results screen showing no tickets, with a found count of what the previous search had... One of my users does this and is annoyed at how it works. Obviously he doesn't know how to use it BUT I DONT EITHER!!! Can someone point me somewhere that explains the usage of the Show Results link? That isn't the behavior I see on 3.8, it takes me back to the results of the search (ie, run search, pick a ticket, use next to get another ticket, click on show results and see the list again). Its possible you've tickled a bug in your version of RT, but you haven't given a full set of reproduction steps. -kevin References Visible links 1. mailto:mike.john...@normed.ca 2. mailto:nosmhelpd...@normed.ca ___ 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 pgpFBLw69rSLr.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface tests failing
Ok, I made the umask to be strict on the entire 'test' directory (recursively), and ran the make test, and then prove -lbv failing_cases and some of the warnings/errors went away. However, there are still some more errors left (See Results shown below). Since some of these errors (See Results below) are indicating that they are known issues with GnuPG 1.0.1, it begs the following questions: 1) What is the significance of the term ...known issues with GnuPG 1.0.1... (i.e., known to RT developers? or known to the GnuPG developers?) 2) I have installed GnuPG 2.0.13, and do not have GnuPG 1.xx installed on my machine. Therefore why is it complaining about GnuPG 1.0.1? Again, note that I have only created a symbolic link for the executable gpg (supposedly the executable for GnuPG 1.x) to point to gpg2 (GnuPG 2.0.13). I only didthis as perl Malefile.PL for CPAN's GnuPG-Interface would not have gone ahead, as it obviously needed gpg. Results of make test = /usr/local/.cpan/build/GnuPG-Interface-0.40_04 sh-3.2# make test PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e test_harness(0, 'inc', 'blib/lib', 'blib/arch') t/*.t t/clearsign.t .. ok t/decrypt.t ok t/detach_sign.t ok t/encrypt.t ok t/encrypt_symmetrically.t .. ok t/export_keys.t ok t/Fingerprint.t ok t/get_public_keys.t 1/3 subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/get_public_keys.t line 92. t/get_public_keys.t Failed 3/3 subtests t/get_secret_keys.t Failed 2/2 subtests t/import_keys.t ok t/Interface.t .. ok t/list_public_keys.t ... ok t/list_secret_keys.t ... ok t/list_sigs.t .. ok t/passphrase_handling.t ok t/sign.t ... ok t/sign_and_encrypt.t ... ok t/UserId.t . ok t/verify.t . ok t/wrap_call.t .. ok Test Summary Report --- t/get_public_keys.t (Wstat: 0 Tests: 3 Failed: 3) Failed tests: 1-3 t/get_secret_keys.t (Wstat: 0 Tests: 2 Failed: 2) Failed tests: 1-2 Files=20, Tests=51, 2 wallclock secs ( 0.07 usr 0.06 sys + 1.47 cusr 0.43 csys = 2.03 CPU) Result: FAIL Failed 2/20 test programs. 5/51 subtests failed. make: *** [test_dynamic] Error 255 sh-3.2# sh-3.2# sh-3.2# sh-3.2# prove -lbv t/get_public_keys.t t/get_public_keys.t .. 1..3 not ok 1 not ok 2 not ok 3 subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/ get_public_keys.t line 92. Failed 3/3 subtests Test Summary Report --- t/get_public_keys.t (Wstat: 0 Tests: 3 Failed: 3) Failed tests: 1-3 Files=1, Tests=3, 0 wallclock secs ( 0.02 usr 0.01 sys + 0.07 cusr 0.02 csys = 0.12 CPU) Result: FAIL sh-3.2# prove -lbv t/get_secret_keys.t t/get_secret_keys.t .. 1..2 not ok 1 not ok 2 Failed 2/2 subtests Test Summary Report --- t/get_secret_keys.t (Wstat: 0 Tests: 2 Failed: 2) Failed tests: 1-2 Files=1, Tests=2, 0 wallclock secs ( 0.02 usr 0.01 sys + 0.07 cusr 0.01 csys = 0.11 CPU) Result: FAIL sh-3.2# = -Behzad On Sep 23, 2009, at 6:11 AM, Ruslan Zakirov wrote: May be setting umask to a stricter value will make all those tests pass. On Wed, Sep 23, 2009 at 5:02 PM, Jesse Vincent je...@bestpractical.com wrote: $ sudo prove -blv t/get_public_keys.t t/get_public_keys.t .. 1..3 gpg: WARNING: unsafe permissions on homedir `test' not ok 1 not ok 2 not ok 3 subkeys fail comparison; this is a known issue with GnuPG 1.0.1 at t/ get_public_keys.t line 92. Failed 3/3 subtests Test Summary Report Can you try to track down the source of that gpg warning? I suspect that it might be umask related. It may be that GnuPG 2.0 is being stricter about something for homedir permissions. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT - Trac integration
All, I have a need to link together RT tickets and Trac tickets.Essentially, we do our change control within Trac. So, in RT, I have a CF Change Control, which, if set, I would like to have it link to the Trac ticket. The problem is that the two ticket numbers won't match, and trac ticket creation doesn't appear to allow you to set the ticket number (no surprise). Can anyone think of anyway to do get the Trac ticket number back and auto create the link? Thanks Scott This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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
