Re: [rt-users] list unprivileged users
Jerrad Pierce a crit: Do you know how I can give it for the rt staff users, like a kind of saved search ? Saved searches are for ticket builder, this is a user search. They can either create a browser bookmark, or you could add a link to it in the UI with a Tabs callback. thanks, I don't really know how to add a Tabs Callback. What I have done, is copy /opt/rt3/share/html/Admin/Elements/UserTabs in /opt/rt3/local/html/Admin/Elements/UserTabs and add the html link at the bottom of the UserTabs file. The link appears in the UI in Configuration/Users page, so it works for now. But it is not very clean (appears also in Modify User page). So if someone has a cleaner receipt - with those Callbacks-, I take it ! thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] how to check for existence of user from scrip
Hello, I am making a script that does an auto-assignment based on the contents of the email. How can I check in a scrip whether a certain userid already exists? kind regards, -- Met vriendelijke groet, ONVZ Zorgverzekeraar Jeroen Baten Stafmedewerker Automatisering De Molen 66 Postbus 392 3990 GD Houten Tel: 030 639 65 08 Fax: 030 639 63 25 Deze e-Mail en de inhoud daarvan is vertrouwelijk. Indien dit bericht niet voor u bestemd is, verzoeken wij u vriendelijk deze e-mail direct aan ons te retourneren en daarna te verwijderen. Openbaarmaking, vermenigvuldiging, verstrekking en/of gebruik door derden van dit e-mail bericht en/of informatie is niet toegestaan. De verzender sluit elke aansprakelijkheid uit in verband met het niet juist, onvolledig of niet tijdig overkomen van de informatie in deze e-mail. Deze e-mail is gecontroleerd op virussen. ___ 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 Upgrade 3.0.6 - 3.8.5 database problem
Hi all, Upgrade of RT software is done without problems following the README file. But upgrading the MySQL Database makes one problem with importing the SQL file generated by upgrade-mysql-schema.pl at point 6 in UPGRADING.mysql. If I import the SQL file with mysql -u root -p rt3 sql.queries the command stops with the following error: ERROR 1062 (23000) at line 220: Duplicate entry 'Санкт-Петербург' for key 2 Line 220 and following in sql.queries: ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Signature TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; I'm not a MySQL expert. Does the script break at the first error and corrupted the database? Or do i have only some data with wrong character set? After that i can upgrade the database with rt-setup-database to RT version 3.8.5 and login normaly without problems. Google has led me to this: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg17534.html Maybe I can play with MySQL collation but how can I find users with wrong names? old system: SLES9 32bit RT 3.0.6 Perl 5.8.3 MySQL 5.0.51a Apache 1.3 ModPerl1 new system: SLES10SP2 64bit RT 3.8.6 Perl 5.8.8 MySQL 5.0.67 x86_64 Apache 2.2 ModPerl2 -- regards Torsten ___ 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] Update owner before comment
Hi list, in the Ticket/Update view one can set a new owner and add a comment, but the comment is added before the new owner is set. Can I modify this behaviour? I want RT to first update the owner and than set the comment and execute Scrips. If this cannot be done with configuration or callbacks please point me to a piece of source code where I can modify this. Thanks in advance have a nice day Basti -- Bastian Ballmann PATRONAS Financial Systems GmbH Schnewlinstr 4 79098 Freiburg fon +49 (0)761 400688-19 fax +49 (0)761 400688-50 ballm...@patronas.de http://www.patronas.de Amtsgericht Freiburg, HRB 7212 Geschäftsführung: Heribert Steuer, Carsten Osswald This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ___ 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 Upgrade 3.0.6 - 3.8.5 database problem
Hello Torsten, This happens when Name in the Users table contains duplicate values in terms of case-sensetivity or incorrect UTF-8 data that gets converted to empty string. You either have two users with name 'Санкт-Петербург' spelled in different case or this value is not UTF-8, but cp1251, koi8-r or may be cp866. The latter may happen because of spam. On Mon, Sep 28, 2009 at 5:24 PM, Torsten Olschewski torste...@nurfuerspam.de wrote: Hi all, Upgrade of RT software is done without problems following the README file. But upgrading the MySQL Database makes one problem with importing the SQL file generated by upgrade-mysql-schema.pl at point 6 in UPGRADING.mysql. If I import the SQL file with mysql -u root -p rt3 sql.queries the command stops with the following error: ERROR 1062 (23000) at line 220: Duplicate entry 'Санкт-Петербург' for key 2 Line 220 and following in sql.queries: ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Signature TEXT CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; I'm not a MySQL expert. Does the script break at the first error and corrupted the database? Or do i have only some data with wrong character set? After that i can upgrade the database with rt-setup-database to RT version 3.8.5 and login normaly without problems. Google has led me to this: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg17534.html Maybe I can play with MySQL collation but how can I find users with wrong names? old system: SLES9 32bit RT 3.0.6 Perl 5.8.3 MySQL 5.0.51a Apache 1.3 ModPerl1 new system: SLES10SP2 64bit RT 3.8.6 Perl 5.8.8 MySQL 5.0.67 x86_64 Apache 2.2 ModPerl2 -- regards Torsten ___ 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] how to check for existence of user from scrip
Hello Jeroen,
my $user = RT::User-new( $CurrentUser );
$user-Load( $user_id_or_name );
if ( $user-id ) {
... exists ...
} else {
... doesn't ...
}
Check more examples on wiki to figure out what is CurrentUser and look
at POD of RT::User to find more Load* methods.
2009/9/28 Jeroen Baten jba...@onvz.nl:
Hello,
I am making a script that does an auto-assignment based on the contents
of the email.
How can I check in a scrip whether a certain userid already exists?
kind regards,
--
Met vriendelijke groet,
ONVZ Zorgverzekeraar
Jeroen Baten
Stafmedewerker Automatisering
De Molen 66
Postbus 392
3990 GD Houten
Tel: 030 639 65 08
Fax: 030 639 63 25
Deze e-Mail en de inhoud daarvan is vertrouwelijk. Indien dit bericht niet
voor u bestemd is, verzoeken wij u vriendelijk deze e-mail direct aan ons te
retourneren en daarna te verwijderen. Openbaarmaking, vermenigvuldiging,
verstrekking en/of gebruik door derden van dit e-mail bericht en/of
informatie is niet toegestaan. De verzender sluit elke aansprakelijkheid uit
in verband met het niet juist, onvolledig of niet tijdig overkomen van de
informatie in deze e-mail.
Deze e-mail is gecontroleerd op virussen.
___
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.
___
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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] ModifySelf Privilege Prevents Login
On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote: Here is what I received (and 12 matches with the id for my 'root') [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl line 15. (./replace_password.pl:15) [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current value at ./replace_password.pl line 20. (./replace_password.pl:20) Have you configured any sort of external authentication for RT or made any other code customizations? ___ 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] ModifySelf Privilege Prevents Login
None whatsoever. Everything was working fine prior to the ModifySelf change of mine, and all I wanted to do was grant my users the privilege to be able to change their own passwords, using: Configuration Global User Rights user_xyz was Granted ModifySelf -Behzad On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote: On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote: Here is what I received (and 12 matches with the id for my 'root') [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl line 15. (./replace_password.pl:15) [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current value at ./replace_password.pl line 20. (./replace_password.pl:20) Have you configured any sort of external authentication for RT or made any other code customizations? ___ 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] ModifySelf Privilege Prevents Login
On Mon, Sep 28, 2009 at 08:42:11AM -0700, Behzad Mahini wrote: None whatsoever. Everything was working fine prior to the ModifySelf change of mine, and all I wanted to do was grant my users the privilege to be able to change their own passwords, using: Configuration Global User Rights user_xyz was Granted ModifySelf Can any of your other users log in? -Behzad On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote: On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote: Here is what I received (and 12 matches with the id for my 'root') [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl line 15. (./replace_password.pl:15) [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current value at ./replace_password.pl line 20. (./replace_password.pl:20) Have you configured any sort of external authentication for RT or made any other code customizations? -- ___ 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] ModifySelf Privilege Prevents Login
Only the un-privilged ones. -Behzad On Sep 28, 2009, at 8:50 AM, Behzad Mahini wrote: Only the un-privilged ones. -Behzad On Sep 28, 2009, at 8:44 AM, Jesse Vincent wrote: On Mon, Sep 28, 2009 at 08:42:11AM -0700, Behzad Mahini wrote: None whatsoever. Everything was working fine prior to the ModifySelf change of mine, and all I wanted to do was grant my users the privilege to be able to change their own passwords, using: Configuration Global User Rights user_xyz was Granted ModifySelf Can any of your other users log in? -Behzad On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote: On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote: Here is what I received (and 12 matches with the id for my 'root') [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl line 15. (./replace_password.pl:15) [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current value at ./replace_password.pl line 20. (./replace_password.pl:20) Have you configured any sort of external authentication for RT or made any other code customizations? -- ___ 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] timeworked.pl requires every extension lib to be added?
My original line pointed only to the root install of RT: /u/rtweb/rt38/ lib in this case. I also have a lot of plugins and this is the use lib line that was needed to cover them all: use lib qw(/usr/local/share/request-tracker3.8/lib /usr/share/request-tracker3.8/lib); That is for Ubuntu Server, where RT is installed by apt-get in /usr/share/request-tracker3.8/ and the local customizations, including plugins, are under /usr/local/share/request-tracker3.8 A ___ 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] Scrip to send original ticket request contents upon resolve
I'm having trouble locating exactly how to do this, but I was looking for a way to create a script (or process) to sent the resolved email message which includes the original ticket content at the end of the message. I thought about modifying the current scrip since the 11 queues we have all want this change, but I'm not exactly sure how it would be coded within the web interface.. -Rich ___ 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] timeworked.pl requires every extension lib to be added?
On Mon, Sep 28, 2009 at 09:53:54AM -0700, Allen wrote: My original line pointed only to the root install of RT: /u/rtweb/rt38/ lib in this case. I also have a lot of plugins and this is the use lib line that was needed to cover them all: use lib qw(/usr/local/share/request-tracker3.8/lib /usr/share/request-tracker3.8/lib); That is for Ubuntu Server, where RT is installed by apt-get in /usr/share/request-tracker3.8/ and the local customizations, including plugins, are under /usr/local/share/request-tracker3.8 If you want RT::Init() RT::LoadCOnfig() to load your plugins, you do need to add the local lib to your use lib or RT won't pick up the plugin lib paths. -kevin pgpRkxkhgiXxA.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
[rt-users] Custom Field validation rules
What version of RT was validation rules for custom fields added? I've done some googling, and I found that 3.8 definitely has the ability to make fields manditory, as well as using regular expressions to validate the data entered in them all done through the web interface. I'm just curious as to what version of RT that was added. I went to Best Practical's site and couldn't find a patch log type of thing for me to search through :D 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
[rt-users] users setting custom fields
I would like to allow users to set the custom fields when only they file a trouble ticket. Thereafter, only members of the Helpdesk group should be allowed to alter the custom fields (eg, the user misidentified his workstation's hardware). My Helpdesk queue follows the Yoyodyne example from the RT Essentials book. Other permissions set are AssignCustomFields and SeeCustomFields for unprivileged users (aka users who's only interaction with the ticket system is for the helpdesk). These permission flags do not appear selectable on a queue-by-queue basis, which is what I think I really want (is that the wrong idea?). Anyhow, despite these settings, unprivileged users are not allowed to set the custom fields. Would someone please help me? -- David Griffith dgri...@cs.csubak.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 Upgrade 3.0.6 - 3.8.5 database problem
Hi Ruslan, This happens when Name in the Users table contains duplicate values in terms of case-sensetivity or incorrect UTF-8 data that gets converted to empty string. You either have two users with name 'Санкт-Петербург' spelled in different case or this value is not UTF-8, but cp1251, koi8-r or may be cp866. The latter may happen because of spam. I'am not a MySQL guru. How can I find this users or how can I fix this problem? There are about 30k users. Most of them from spam mail. Can I use the option --with-charset=binary with mysqldump to export the old database? Thanks and regards Torsten -- GRATIS für alle GMX-Mitglieder: Die maxdome Movie-FLAT! Jetzt freischalten unter http://portal.gmx.net/de/go/maxdome01 ___ 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 Upgrade 3.0.6 - 3.8.5 database problem
Torsten Olschewski wrote: I'am not a MySQL guru. How can I find this users or how can I fix this problem? There are about 30k users. Most of them from spam mail. Try this MySQL query: SELECT COUNT(*), id, Name, EmailAddress from Users GROUP BY EmailAddress HAVING COUNT(*) 1 order by Name, EmailAddress; That'll return a list of all the users with identical email addresses. You will then have to decide what to do with them - if they have only spam (or no) tickets, you can shred them without any danger. Graeme ___ 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] Time in logs not matching system time
That seems to be as designed. At least, that's what I was told when I asked this same question last year. Slightly annoying but you get used to it. -Original Message- From: Lander, Scott [mailto:slan...@hearstsc.com] Sent: Monday, September 28, 2009 11:54 AM To: Kimberly McKinnis; 'smccl...@rice.edu'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Time in logs not matching system time Hmm in syslog, it logs the correct time: Sep 28 14:46:18 MyHelpDesk RT: Ticket 327 created in queue 'Monitoring' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) While in the rt.log file it logs in UTC: [Mon Sep 28 18:46:18 2009] [info]: Ticket 327 created in queue 'Monitoring' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) Logging is currently set as: # Logging Set($LogToSyslog, 'info'); Set($LogToScreen, 'info'); Set($LogToFile , 1); Set($LogDir, 'var/log'); Set($LogToFileNamed , rt.log);#log to rt.log Set($LogStackTraces, ''); Set(@LogToSyslogConf, ()); Set($StatementLog, ''); # End logging -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Friday, September 25, 2009 6:48 PM To: 'smccl...@rice.edu'; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Time in logs not matching system time Isn't Chicago GMT -5? RT will always log in UTC no matter what you do, but setting the timezone effects the user interface. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Susan McClure Sent: Friday, September 25, 2009 9:29 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Time in logs not matching system time I have basically the same problem with the log 5 hours ahead. (I am CDT) I have a RHE Linux 5 system. I have tried both of these in the RT_SiteConfig.pm without any change: Set($Timezone, 'US/Central'); and Set($Timezone , 'America/Chicago'); Interestingly, when httpd first starts up the log has the correct time, but as soon as it uses RT, the timestamp changes ahead 5 hours. The name change occurs right after the last Apache 2.2.3 info notice about when the server was built. Susie --- All, I am seeing a time in the rt log file that is 4 hours in advance of the system time (system time is EDT). IE r...@myhelpdesk:/opt/rt3/var/log# date Fri Sep 25 11:38:41 EDT 2009 r...@myhelpdesk:/opt/rt3/var/log# tail -f rt.log [Fri Sep 25 15:39:58 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( HSCIDM_LDAP ): slander (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139) [Fri Sep 25 15:39:58 2009] [warning]: disable (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142) So, the system time is 11:38, while the log time is 15:38 (ok, 15:39...) My Rt_SiteConfig.pm hasSet($Timezone , 'US/Eastern'); Any one have any idea how to sync these up? Thanks ___ RT-Users mailing list RT-Users@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 66, Issue 88 !DSPAM:8,4abce92498521108712277! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Time in logs not matching system time
Hmm in syslog, it logs the correct time: Sep 28 14:46:18 MyHelpDesk RT: Ticket 327 created in queue 'Monitoring' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) While in the rt.log file it logs in UTC: [Mon Sep 28 18:46:18 2009] [info]: Ticket 327 created in queue 'Monitoring' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) Logging is currently set as: # Logging Set($LogToSyslog, 'info'); Set($LogToScreen, 'info'); Set($LogToFile , 1); Set($LogDir, 'var/log'); Set($LogToFileNamed , rt.log);#log to rt.log Set($LogStackTraces, ''); Set(@LogToSyslogConf, ()); Set($StatementLog, ''); # End logging -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Friday, September 25, 2009 6:48 PM To: 'smccl...@rice.edu'; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Time in logs not matching system time Isn't Chicago GMT -5? RT will always log in UTC no matter what you do, but setting the timezone effects the user interface. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Susan McClure Sent: Friday, September 25, 2009 9:29 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Time in logs not matching system time I have basically the same problem with the log 5 hours ahead. (I am CDT) I have a RHE Linux 5 system. I have tried both of these in the RT_SiteConfig.pm without any change: Set($Timezone, 'US/Central'); and Set($Timezone , 'America/Chicago'); Interestingly, when httpd first starts up the log has the correct time, but as soon as it uses RT, the timestamp changes ahead 5 hours. The name change occurs right after the last Apache 2.2.3 info notice about when the server was built. Susie --- All, I am seeing a time in the rt log file that is 4 hours in advance of the system time (system time is EDT). IE r...@myhelpdesk:/opt/rt3/var/log# date Fri Sep 25 11:38:41 EDT 2009 r...@myhelpdesk:/opt/rt3/var/log# tail -f rt.log [Fri Sep 25 15:39:58 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( HSCIDM_LDAP ): slander (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139) [Fri Sep 25 15:39:58 2009] [warning]: disable (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142) So, the system time is 11:38, while the log time is 15:38 (ok, 15:39...) My Rt_SiteConfig.pm hasSet($Timezone , 'US/Eastern'); Any one have any idea how to sync these up? Thanks ___ RT-Users mailing list RT-Users@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 66, Issue 88 !DSPAM:8,4abce92498521108712277! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Field validation rules
On Mon, Sep 28, 2009 at 02:01:40PM -0400, Mike Johnson wrote: What version of RT was validation rules for custom fields added? I've done some googling, and I found that 3.8 definitely has the ability to make fields manditory, as well as using regular expressions to validate the data entered in them all done through the web interface. I'm just curious as to what version of RT that was added. I went to Best Practical's site and couldn't find a patch log type of thing for me to search through :D You'll find git log is your friend here, but there is an even simpler solution for schema changes rt/3.8/etc/upgrade (3.8-trunk)$ grep Pattern */schema* 3.3.0/schema.Oracle:ALTER TABLE CustomFields ADD Pattern VARCHAR2(255) NULL; 3.3.0/schema.Pg:alter table CustomFields add column Pattern varchar(255) NULL; 3.3.0/schema.mysql:alter table CustomFields add column Pattern varchar(255) NULL; They were later upgraded to 255 char fields -kevin pgpmLJLD10mZE.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
[rt-users] Simple RT script makes Mysql Server go away
All,
I am customizing RT to add an attribute to transactions that meet
certain criteria. The script below is meant to update all the existing
transactions but after a while the Mysal server goes away. Is there
anything obvious about the script causing this? Thanks!
#!/opt/perl/bin/perl
use strict;
use warnings;
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RT::Transactions;;
RT::LoadConfig();
RT::Init();
my $last = 1;
for my $id ( (500_000, 1_000_000, 1_500_000, 2_000_000, 2_500_000,
3_000_000, 3_500_000, 4_000_000, 4_500_000,
5_000_000, 5_500_000, 6_000_000, 6_500_000, 7_000_000,
7_500_000, 8_000_000, 8_500_000, 9_000_000,
9_500_000, 10_000_000) ) {
my $transactions = RT::Transactions-new( $RT::SystemUser );
$transactions-Limit( FIELD = 'ObjectType', VALUE = RT::Ticket );
$transactions-Limit( FIELD = 'Type', VALUE = EmailRecord );
$transactions-Limit( FIELD = 'id', VALUE = $last, OPERATOR = = );
$transactions-Limit( FIELD = 'id', VALUE = $id, OPERATOR =
, ENTRYAGGREGATOR = AND );
while (my $trans = $transactions-Next) {
my $ticket = $trans-Object;
if ( $ticket-RequestorIsExternal ) {
$trans-SetAttribute( Name = ExternalEmail, Content = 1);
}
}
$last = $id;
}
___
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Re: [rt-users] Simple RT script makes Mysql Server go away
On Mon, Sep 28, 2009 at 03:23:53PM -0400, Todd Chapman wrote: All, I am customizing RT to add an attribute to transactions that meet certain criteria. The script below is meant to update all the existing transactions but after a while the Mysal server goes away. Is there anything obvious about the script causing this? Thanks! When one can make ones database server go away by issuing SQL commands What's the mysql server's error log say? ___ 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] ModifySelf Privilege Prevents Login
On Mon, Sep 28, 2009 at 08:52:35AM -0700, Behzad Mahini wrote: Only the un-privilged ones. I'm stumped. Without looking into your RT, I'm not sure what's going wrong. -Behzad On Sep 28, 2009, at 8:50 AM, Behzad Mahini wrote: Only the un-privilged ones. -Behzad On Sep 28, 2009, at 8:44 AM, Jesse Vincent wrote: On Mon, Sep 28, 2009 at 08:42:11AM -0700, Behzad Mahini wrote: None whatsoever. Everything was working fine prior to the ModifySelf change of mine, and all I wanted to do was grant my users the privilege to be able to change their own passwords, using: Configuration Global User Rights user_xyz was Granted ModifySelf Can any of your other users log in? -Behzad On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote: On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote: Here is what I received (and 12 matches with the id for my 'root') [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./replace_password.pl line 15. (./replace_password.pl:15) [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current value at ./replace_password.pl line 20. (./replace_password.pl:20) Have you configured any sort of external authentication for RT or made any other code customizations? -- -- ___ 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] Simple RT script makes Mysql Server go away
Todd, Checking the MySQL logs would help. One MySQL configuration parameter that seems to cause behavior of this type is the connection timeout, maybe it should be larger or the behavior disabled? Just an idea. Cheers, Ken On Mon, Sep 28, 2009 at 03:23:53PM -0400, Todd Chapman wrote: All, I am customizing RT to add an attribute to transactions that meet certain criteria. The script below is meant to update all the existing transactions but after a while the Mysal server goes away. Is there anything obvious about the script causing this? Thanks! ... ___ 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] Simple RT script makes Mysql Server go away
On Mon, Sep 28, 2009 at 3:32 PM, Jesse Vincent je...@bestpractical.com wrote: On Mon, Sep 28, 2009 at 03:23:53PM -0400, Todd Chapman wrote: All, I am customizing RT to add an attribute to transactions that meet certain criteria. The script below is meant to update all the existing transactions but after a while the Mysal server goes away. Is there anything obvious about the script causing this? Thanks! When one can make ones database server go away by issuing SQL commands What's the mysql server's error log say? Number of processes running now: 0 090928 16:18:27 mysqld restarted Not very helpful. RT doesn't seem to recognize when the server goes away and I get a lot of these on STDERR: [Mon Sep 28 20:27:01 2009] [crit]: HasRight called with no valid object (/opt/rt3/lib/RT/Principal_Overlay.pm:321) [Mon Sep 28 20:27:01 2009] [crit]: RT::Ticket=HASH(0x2ec83530) tried to load a bogus ticket: 106681 (/opt/rt3/lib/RT/Ticket_Overlay.pm:258) This is a development server so there is no load. I think maybe the load or memory of the script is growing and causing slowness that results in a timeout, but I can't say for certain and don't know how to proceed. Ideas? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ModifySelf Privilege Prevents Login
So in my situation, I have to do a re-installation of 3.8.4 (and RT-FM RT-IR). Are the following steps in the sequence listed below correct (if anything missing, please comment): 1) back up MySQL (mysqldump) 2) backup (copy) my existing RT_SiteConfig.pm -- to replace the one that gets installed as part of the following steps Using Ref: http://wiki.bestpractical.com/view/ManualInstallation 3) Drop DB: make dropdb 4) No need to do another make testdeps make fixdeps -- (as they were previously done) 5) Init DB: make install make initialize-database 6) Restore the database (backed up per step 1) Question: If I restore the backedup database (per step 1), will I not again cause the same set of problems I had encountered before? 7) Stop restart the Webserver (Apache). Thanks, Behzad On Sep 28, 2009, at 12:57 PM, Jesse Vincent wrote: On Mon, Sep 28, 2009 at 08:52:35AM -0700, Behzad Mahini wrote: Only the un-privilged ones. I'm stumped. Without looking into your RT, I'm not sure what's going wrong. -Behzad On Sep 28, 2009, at 8:50 AM, Behzad Mahini wrote: Only the un-privilged ones. -Behzad On Sep 28, 2009, at 8:44 AM, Jesse Vincent wrote: On Mon, Sep 28, 2009 at 08:42:11AM -0700, Behzad Mahini wrote: None whatsoever. Everything was working fine prior to the ModifySelf change of mine, and all I wanted to do was grant my users the privilege to be able to change their own passwords, using: Configuration Global User Rights user_xyz was Granted ModifySelf Can any of your other users log in? -Behzad On Sep 28, 2009, at 8:32 AM, Jesse Vincent wrote: On Fri, Sep 25, 2009 at 06:28:09PM -0700, Behzad Mahini wrote: Here is what I received (and 12 matches with the id for my 'root') [Sat Sep 26 01:25:15 2009] [warning]: 12 at ./ replace_password.pl line 15. (./replace_password.pl:15) [Sat Sep 26 01:25:15 2009] [warning]: 0That is already the current value at ./replace_password.pl line 20. (./replace_password.pl: 20) Have you configured any sort of external authentication for RT or made any other code customizations? -- -- ___ 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] Helpdesk Anthem
I wanted to share with everyone something that I've been working on. It is a short video. The concept behind the video was taking a popular pop song, and rewriting the lyrics to be techy and a music video to go along with :) As IT people, I think you can all appreciate it and hopefully smile if not laugh at this. Although not directly about RT, it can be correlated to RT ;-) http://www.youtube.com/watch?v=h9odfjQfcUk I hope you enjoy it! Cheers! Helmuth ___ 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] rename Nobody ?
One of the managers here wants to rename the Nobody user to have a different name.Can this be done without a code change? (I'm leaving SVcolo on 9/30 so custom code fixes aren't a good idea any more) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rename Nobody ?
On Mon, Sep 28, 2009 at 05:09:49PM -0700, Jo Rhett wrote: One of the managers here wants to rename the Nobody user to have a different name.Can this be done without a code change? To a first sapproximation, no, you can't do that. It would take some real work. (I'm leaving SVcolo on 9/30 so custom code fixes aren't a good idea any more) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ 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] rename Nobody ?
On Sep 28, 2009, at 6:29 PM, Jesse Vincent wrote: On Mon, Sep 28, 2009 at 05:09:49PM -0700, Jo Rhett wrote: One of the managers here wants to rename the Nobody user to have a different name.Can this be done without a code change? To a first sapproximation, no, you can't do that. It would take some real work. Thanks, Jesse. That's pretty much what I thought. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
