[rt-users] Activating a plugin

2011-05-26 Thread Wolfram Huettermann

Hi everybody,

A short definition at first. Let localpath be my path where my RT is 
installed.


I have got a plugin called RT-Extension-Dummy.  It has only got one 
module Create.html in localpath/plugins/RT-Extension-Dummy/html/Ticket. 
The only difference compared to Create.html in 
localpath/share/html/Ticket is that you see this message in the code:


 /Elements/ListActions, actions = \@results 
This is just a dummy version of Create.html! Please ignore it! br /

Everything else is the same. What did I do in order to activate this 
plugin?


1) I created a directory RT-Extension-Dummy in localpath/local/plugins/

2) I created the following subdirectories:
   - lib
   - lib/RT
   - lib/RT/Extension
   - html
   - html/Ticket

3) I created Dummy.pm in lib/RT/Extension. Its content is:

package RT::Extension::Dummy;

use 5.008;
use strict;
use warnings;

our $VERSION = 0.01;

1;

# omitting pod sequences
4) I copied Create.html from localpath/share/html/Ticket.html to 
localpath/local/plugins/RT-Extension-Dummy and inserted the text I 
mentioned at the beginning.


5) I changed localpath/etc/RT_SiteConfig.pm and extended @plugins like 
this:


Set (@plugins,(... , RT::Extension::Dummy));

6) I restarted  the httpd server.

Having accomplished all of these steps, I still do  not see the  text 


This is just a dummy version of Create.html! Please ignore it!

in Ticket/RtimCreate.html.

What should I do  in addition to activate RT-Extension-Dummy? By the 
way, I am root on my shell I work with.


Thanks in advance,

Wolfram Hüttermann






[rt-users] Article creation

2011-05-26 Thread Luiz Fernando Bernardes Ribeiro

Hello all,

I've just upgraded to RT4 and noticed the article feature but when I  
try to create a new article a Permission denied  error appears. My  
user has privileged access and everything else is working as expected.  
Is any kind of additional setup needed to use articles?


best regards,

Luiz Fernando




[rt-users] RT::Extension::LDAPImport install fails

2011-05-26 Thread Giuseppe Sollazzo

Hi,
I'm trying to install LDAPImport and I'm stuck with an error which I 
can't properly understand stating  You tried to plan twice.

Can anyone give me a hint?
Full error export follows.

Thanks,
Giuseppe

# cpan install RT::Extension::LDAPImport
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Thu, 26 May 2011 01:39:53 GMT
install is up to date.
Running install for module RT::Extension::LDAPImport
Running make for F/FA/FALCONE/RT-Extension-LDAPImport-0.31.tar.gz
CPAN: Digest::MD5 loaded ok
CPAN: Compress::Zlib loaded ok
Checksum for 
/root/.cpan/sources/authors/id/F/FA/FALCONE/RT-Extension-LDAPImport-0.31.tar.gz 
ok

Scanning cache /root/.cpan/build for sizes
RT-Extension-LDAPImport-0.31/
RT-Extension-LDAPImport-0.31/bin/
RT-Extension-LDAPImport-0.31/Changes
RT-Extension-LDAPImport-0.31/inc/
RT-Extension-LDAPImport-0.31/INSTALL.SKIP
RT-Extension-LDAPImport-0.31/lib/
RT-Extension-LDAPImport-0.31/Makefile.PL
RT-Extension-LDAPImport-0.31/MANIFEST
RT-Extension-LDAPImport-0.31/MANIFEST.SKIP
RT-Extension-LDAPImport-0.31/META.yml
RT-Extension-LDAPImport-0.31/README
RT-Extension-LDAPImport-0.31/SIGNATURE
RT-Extension-LDAPImport-0.31/t/
RT-Extension-LDAPImport-0.31/t/00.load.t
RT-Extension-LDAPImport-0.31/t/group-import.t
RT-Extension-LDAPImport-0.31/t/lib/
RT-Extension-LDAPImport-0.31/t/pod-coverage.t
RT-Extension-LDAPImport-0.31/t/pod.t
RT-Extension-LDAPImport-0.31/t/user-import-privileged.t
RT-Extension-LDAPImport-0.31/t/user-import.t
RT-Extension-LDAPImport-0.31/t/lib/RT/
RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/
RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/LDAPImport/
RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/LDAPImport/Test.pm.in
RT-Extension-LDAPImport-0.31/lib/RT/
RT-Extension-LDAPImport-0.31/lib/RT/Extension/
RT-Extension-LDAPImport-0.31/lib/RT/Extension/LDAPImport.pm
RT-Extension-LDAPImport-0.31/inc/Module/
RT-Extension-LDAPImport-0.31/inc/Module/AutoInstall.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/
RT-Extension-LDAPImport-0.31/inc/Module/Install.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/AutoInstall.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/Base.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/Can.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/Fetch.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/Include.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/Makefile.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/Metadata.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/RTx.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/Substitute.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/Win32.pm
RT-Extension-LDAPImport-0.31/inc/Module/Install/WriteAll.pm
/bin/tar: Read 3072 bytes from -
RT-Extension-LDAPImport-0.31/bin/rtldapimport.in
Removing previously used /root/.cpan/build/RT-Extension-LDAPImport-0.31

  CPAN.pm: Going to build F/FA/FALCONE/RT-Extension-LDAPImport-0.31.tar.gz

Cannot determine perl version info from lib/RT/Extension/LDAPImport.pm
Using RT configuration from /opt/rt4/lib/RT.pm:
./bin= /opt/rt4/local/plugins/RT-Extension-LDAPImport/bin
./lib= /opt/rt4/local/plugins/RT-Extension-LDAPImport/lib
Cannot determine perl version info from lib/RT/Extension/LDAPImport.pm
Open input 
'/root/.cpan/build/RT-Extension-LDAPImport-0.31/bin/rtldapimport.in' 
file for substitution
Open output 
'/root/.cpan/build/RT-Extension-LDAPImport-0.31/bin/rtldapimport' file 
for substitution
Open input 
'/root/.cpan/build/RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/LDAPImport/Test.pm.in' 
file for substitution
Open output 
'/root/.cpan/build/RT-Extension-LDAPImport-0.31/t/lib/RT/Extension/LDAPImport/Test.pm' 
file for substitution

*** Module::AutoInstall version 1.03
*** Checking for Perl dependencies...
[Core Features]
- Test::More  ...loaded. (0.98)
- Net::LDAP   ...loaded. (0.4001)
- Class::Accessor ...loaded. (0.34)
[Proper Testing]
- Net::LDAP::Server::Test ...missing.
== Auto-install the 1 optional module(s) from CPAN? [n] n
*** Module::AutoInstall configuration finished.
Checking if your kit is complete...
Looks good
Writing Makefile for RT::Extension::LDAPImport
cp lib/RT/Extension/LDAPImport.pm blib/lib/RT/Extension/LDAPImport.pm
Manifying blib/man3/RT::Extension::LDAPImport.3pm
  /usr/bin/make  -- OK
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e 
test_harness(0, 'inc', 'blib/lib', 'blib/arch') t/00.load.t 
t/group-import.t t/pod-coverage.t t/pod.t t/user-import-privileged.t 
t/user-import.t

t/00.load.t . 1/1 # Testing RT::Extension::LDAPImport 0.31
t/00.load.t . ok
t/group-import.t  1/43 You tried to plan twice at 
t/group-import.t line 5.

You tried to plan twice at t/group-import.t line 5.
# Looks like you planned 43 tests but ran 3.
# Looks like your test exited with 255 just after 3.
t/group-import.t  Dubious, test returned 255 (wstat 65280, 
0xff00)

Failed 40/43 subtests

Re: [rt-users] Article creation

2011-05-26 Thread Kevin Falcone
On Thu, May 26, 2011 at 09:58:48AM -0300, Luiz Fernando Bernardes Ribeiro wrote:
I've just upgraded to RT4 and noticed the article feature but when I try 
 to create a new
article a Permission denied  error appears. My user has privileged 
 access and everything
else is working as expected. Is any kind of additional setup needed to use 
 articles?

Have you reviewed docs/customizing/articles_introduction.pod  ?

-kevin


pgpLFtuZlsdIj.pgp
Description: PGP signature


Re: [rt-users] RT::Extension::LDAPImport install fails

2011-05-26 Thread Kevin Falcone
On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote:
 Hi,
 I'm trying to install LDAPImport and I'm stuck with an error which I
 can't properly understand stating  You tried to plan twice.
 Can anyone give me a hint?

This module is required to run the tests:

 - Net::LDAP::Server::Test ...missing.
 == Auto-install the 1 optional module(s) from CPAN? [n] n

But you didn't install it, so they aren't going to work.

If you want to run the tests, install all the deps on a dev server
where you have full access to a test database to run them.

If you don't want to run the tests, download the tarball and follow
the instructions in the README instead of using the CPAN shell.

-kevin


pgpcvwDyg0hat.pgp
Description: PGP signature


[rt-users] Adding Queue to comment/reply section

2011-05-26 Thread Chris Hall
Hello all,

I was wondering if I could get a hand with a change I wanted to make on our
end.  In fact, I was able to change this in 3.8.8 days, but the changes
don't work on 4.0.0.  I want to add to the Ticket and Transaction section
a Queue option, so that my user base can change the queue when updating or
replying to tickets without having to go through the extra steps of going to
basic and changing it there once the ticket has been updated.  I've tried
several modifications to the code, but nothing seems to give me the results
I'm looking for.

Is anybody able to offer any assistance on adding this dropdown into the
Ticket and Transaction field?


Re: [rt-users] RT::Extension::LDAPImport install fails

2011-05-26 Thread Giuseppe Sollazzo

Hi Kevin,
thanks for that.

The reason I answered n is that if I try and install the test package 
I get the following output (even if I try the install separately):


Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e 
test_harness(0, 'blib/lib', 'blib/arch') t/*.t
t/00-load.t ... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl 
5.008008, /usr/bin/perl

t/00-load.t ... ok
t/01-ldap.t ... 1/12 Creating new LDAP server on port 10636 ...
Accepted connection from: 127.0.0.1
Creating new LDAP server on port 10636 ...
Unable to listen on port 10636: Address already in use at 
/root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm 
line 844.

 ... shutting down server

After which it stops there and never returns to prompt nor proceeds to 
the actual install of LDAPImport. I'm still happy to run through cpan 
rather than tarball so if you have any idea how to sort this out that 
would be awesome.


Many thanks,
Giuseppe

On 26/05/11 14:41, Kevin Falcone wrote:

On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote:

Hi,
I'm trying to install LDAPImport and I'm stuck with an error which I
can't properly understand stating  You tried to plan twice.
Can anyone give me a hint?

This module is required to run the tests:


- Net::LDAP::Server::Test ...missing.
==  Auto-install the 1 optional module(s) from CPAN? [n] n

But you didn't install it, so they aren't going to work.

If you want to run the tests, install all the deps on a dev server
where you have full access to a test database to run them.

If you don't want to run the tests, download the tarball and follow
the instructions in the README instead of using the CPAN shell.

-kevin



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] RT::Extension::LDAPImport install fails

2011-05-26 Thread Giuseppe Sollazzo

Hi Kevin,
thanks for that.

The reason I answered n is that if I try and install the test package 
I get the following output (even if I try the install separately):


Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e 
test_harness(0, 'blib/lib', 'blib/arch') t/*.t
t/00-load.t ... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl 
5.008008, /usr/bin/perl

t/00-load.t ... ok
t/01-ldap.t ... 1/12 Creating new LDAP server on port 10636 ...
Accepted connection from: 127.0.0.1
Creating new LDAP server on port 10636 ...
Unable to listen on port 10636: Address already in use at 
/root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm 
line 844.

 ... shutting down server

After which it stops there and never returns to prompt nor proceeds to 
the actual install of LDAPImport. I'm still happy to run through cpan 
rather than tarball so if you have any idea how to sort this out that 
would be awesome.


Many thanks,
Giuseppe

On 26/05/11 14:41, Kevin Falcone wrote:

On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote:

Hi,
I'm trying to install LDAPImport and I'm stuck with an error which I
can't properly understand stating  You tried to plan twice.
Can anyone give me a hint?

This module is required to run the tests:


- Net::LDAP::Server::Test ...missing.
==  Auto-install the 1 optional module(s) from CPAN? [n] n

But you didn't install it, so they aren't going to work.

If you want to run the tests, install all the deps on a dev server
where you have full access to a test database to run them.

If you don't want to run the tests, download the tarball and follow
the instructions in the README instead of using the CPAN shell.

-kevin



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] Adding Queue to comment/reply section

2011-05-26 Thread Kenneth Crocker
Chris,

I'm not sure I understand what you're asking. You wrote so that my user
base can change the queue when updating or replying to tickets. Why in the
world would you want to do this? Tickets reside in a Queue, so how could RT
find that ticket if you were sending an update to a different Queue? Again,
I'm sure I read this incorrectly (that happens a lot with me ;-). Could you
explain this a little differently, perhaps?

Kenn
LBNL

On Thu, May 26, 2011 at 6:58 AM, Chris Hall hir...@gmail.com wrote:

 Hello all,

 I was wondering if I could get a hand with a change I wanted to make on our
 end.  In fact, I was able to change this in 3.8.8 days, but the changes
 don't work on 4.0.0.  I want to add to the Ticket and Transaction section
 a Queue option, so that my user base can change the queue when updating or
 replying to tickets without having to go through the extra steps of going to
 basic and changing it there once the ticket has been updated.  I've tried
 several modifications to the code, but nothing seems to give me the results
 I'm looking for.

 Is anybody able to offer any assistance on adding this dropdown into the
 Ticket and Transaction field?



[rt-users] Attachments using REST in VB.NET

2011-05-26 Thread Todd Burton
Hi,

I am currently developing an application using VB.NET in which I am accessing 
RT using the REST interface. So far, I have been able to successfully create 
tickets and modify their history by referencing the Request Tracker Wiki. 
However, I have not been able to add an attachment to a ticket. I have done 
extensive research online, but so far I have not been able to find any working 
examples in VB.NET. To actually upload the data to RT, I use 
System.Net.WebClient. The following VB.NET code does the important work:

Dim Client As New System.Net.WebClient
Dim postBytes As Byte() = System.Text.Encoding.ASCII.GetBytes(postString)
Client.UploadData(URL, POST, postBytes)

A simplified version of my URL is as follows:
..//REST/1.0/ticket/ + ticketNumber + /comment?user= + userName + pass= 
+ password

Finally, an example of the content that I post is:
postString = content=Text: RT Test + vbLf + Action: Comment + vbLf + 
Attachment: examplefile.jpg + vbLf + attachment_1=

As you can see, the postString is converted to bytes and then uploaded to the 
RT server. However, I do not know where or how I should be posting the raw 
attachment itself. The RT wiki mentions that it should be in a variable 
attachment_1, which I added to the postString variable, but I am not sure 
what the next step should be. Should the file be converted into bytes and 
appended to the postBytes variable? I attempted something like this but I 
received an error saying that no attachment was found for examplefile.jpg.

Thanks for your help!
Todd Burton


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Re: [rt-users] Adding Queue to comment/reply section

2011-05-26 Thread Chris Hall
Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it just
seems more... difficult to dirty hack in on 4.0.0.  For example:

Queue 1: Level 1 support
Queue 2: Level 2 support


Customer calls in and the guys at level 1 open a ticket in their queue for
the person's problem.

1 hr later they call back to level 1.. they are still having a problem.
 It's time to pass this on to the Level 2 guys.

The level 1 guys want to click comment (or reply.. whatever) on the
ticket, and annotate that customer 1 is having problems beyond their scope
of responsibility.  It's time for level 2 to take over.  On this same page,
they wish to change the queue to Level 2 support, so that, upon updating
the ticket:

1. their notes are saved to the ticket
2. the ticket is moved to the appropriate queue




On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker kfcroc...@lbl.gov wrote:

 Chris,

 I'm not sure I understand what you're asking. You wrote so that my user
 base can change the queue when updating or replying to tickets. Why in the
 world would you want to do this? Tickets reside in a Queue, so how could RT
 find that ticket if you were sending an update to a different Queue? Again,
 I'm sure I read this incorrectly (that happens a lot with me ;-). Could you
 explain this a little differently, perhaps?

 Kenn
 LBNL


 On Thu, May 26, 2011 at 6:58 AM, Chris Hall hir...@gmail.com wrote:

 Hello all,

 I was wondering if I could get a hand with a change I wanted to make on
 our end.  In fact, I was able to change this in 3.8.8 days, but the changes
 don't work on 4.0.0.  I want to add to the Ticket and Transaction section
 a Queue option, so that my user base can change the queue when updating or
 replying to tickets without having to go through the extra steps of going to
 basic and changing it there once the ticket has been updated.  I've tried
 several modifications to the code, but nothing seems to give me the results
 I'm looking for.

 Is anybody able to offer any assistance on adding this dropdown into the
 Ticket and Transaction field?





Re: [rt-users] Indexed FTS with RT 4.0.1 and pgsql 8.3.9 doesn't work

2011-05-26 Thread Alex Vandiver
On Thu, 2011-05-26 at 08:36 +0200, Robert Wysocki wrote:
 [snip]

Please keep all replies on the list.

 Thanks for the patch, rt-fulltext-indexer now works fine (assuming that
 not trowing an error any more means everything is fine), but searches
 still return no tickets whereas the same phrases are found using
 non-indexed searches.

Did you run `rt-fulltext-indexer`, or `rt-fulltext-indexer --all`?  I
suspect you only indexed the first 100 attachments in your database.
 - Alex



Re: [rt-users] Adding Queue to comment/reply section

2011-05-26 Thread Yan Seiner
We do something similar.  We have engineering and construction queues.

When Engineering is done with design and the job is ready to go to the
crews, we move it to construction queue.  Right now it involves the
following steps:

1.  Change the queue
2.  Change the owner to the Construction Manager
3.  Move the old owner to AdminCC
4.  Remove engineering mgr from AdminCCs
5.  Add dispatch as AdminCC

Since the people filling the roles don't necessarily have the same
permisisons in both queues, this takes a few trips around the various RT
screens.  It would be nice to have all of this on one screen.


On Thu, May 26, 2011 7:42 am, Chris Hall wrote:
 Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it
 just
 seems more... difficult to dirty hack in on 4.0.0.  For example:

 Queue 1: Level 1 support
 Queue 2: Level 2 support


 Customer calls in and the guys at level 1 open a ticket in their queue for
 the person's problem.

 1 hr later they call back to level 1.. they are still having a problem.
  It's time to pass this on to the Level 2 guys.

 The level 1 guys want to click comment (or reply.. whatever) on the
 ticket, and annotate that customer 1 is having problems beyond their scope
 of responsibility.  It's time for level 2 to take over.  On this same
 page,
 they wish to change the queue to Level 2 support, so that, upon updating
 the ticket:

 1. their notes are saved to the ticket
 2. the ticket is moved to the appropriate queue




 On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker kfcroc...@lbl.gov
 wrote:

 Chris,

 I'm not sure I understand what you're asking. You wrote so that my user
 base can change the queue when updating or replying to tickets. Why in
 the
 world would you want to do this? Tickets reside in a Queue, so how could
 RT
 find that ticket if you were sending an update to a different Queue?
 Again,
 I'm sure I read this incorrectly (that happens a lot with me ;-). Could
 you
 explain this a little differently, perhaps?

 Kenn
 LBNL


 On Thu, May 26, 2011 at 6:58 AM, Chris Hall hir...@gmail.com wrote:

 Hello all,

 I was wondering if I could get a hand with a change I wanted to make on
 our end.  In fact, I was able to change this in 3.8.8 days, but the
 changes
 don't work on 4.0.0.  I want to add to the Ticket and Transaction
 section
 a Queue option, so that my user base can change the queue when
 updating or
 replying to tickets without having to go through the extra steps of
 going to
 basic and changing it there once the ticket has been updated.  I've
 tried
 several modifications to the code, but nothing seems to give me the
 results
 I'm looking for.

 Is anybody able to offer any assistance on adding this dropdown into
 the
 Ticket and Transaction field?





 !DSPAM:4dde672e237401804284693!



-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com




[rt-users] mason_data dir contents owned by root

2011-05-26 Thread Asif Iqbal
root@lucid:/opt/rt4/var/mason_data# ls -al
total 4
drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache
drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj
I need help to find out why mason_data/{cache,obj} are owned by root.
I removed the dirs and restarted apache2 and they come back with root
as the owner

root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop
 * Stopping web server apache2
  ... waiting ...

[ OK ]
root@lucid:/opt/rt4/var/mason_data# ls -al
total 4
drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache
drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj
root@lucid:/opt/rt4/var/mason_data# rm -rf cache obj
root@lucid:/opt/rt4/var/mason_data# ls -al
total 2
drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 .
drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start
 * Starting web server apache2
  [ OK ]
root@lucid:/opt/rt4/var/mason_data# ls -al
total 4
drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 .
drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
drwxr-xr-x 2 root root 1024 2011-05-26 11:34 cache
drwxr-xr-x 2 root root 1024 2011-05-26 11:34 obj
root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
root  2192 1 27 11:34 ?00:00:04 /usr/sbin/apache2 -k start
www-data  2195  2192  0 11:34 ?00:00:00 /usr/sbin/apache2 -k start
root  2198  1367  0 11:34 pts/000:00:00 grep --color=auto apache2
root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
root  2192 1 20 11:34 ?00:00:05 /usr/sbin/apache2 -k start
www-data  2195  2192  0 11:34 ?00:00:00 /usr/sbin/apache2 -k start
www-data  2199  2192  2 11:34 ?00:00:00 /usr/sbin/apache2 -k start
www-data  2200  2192  2 11:34 ?00:00:00 /usr/sbin/apache2 -k start
root  2256  1367  0 11:34 pts/000:00:00 grep --color=auto apache2
root@lucid:/opt/rt4/var/mason_data#


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


Re: [rt-users] Adding Queue to comment/reply section

2011-05-26 Thread Chris Hall
Good times... good times... I got it working, so gotta share my
modifications w/ everyone.  In fact, I would have had it working a LONG time
ago, but I had neglected 1 major step: removing all the old mason_data info!
 So for anybody who wants to add queue information to your reply/comments
section, edit share/html/Update.html in the following way:


 /Ticket/Elements/EditBasics,
TicketObj = $TicketObj,
InTable   = 1,
fields= [
{   name = 'Status',
comp = '/Elements/SelectStatus',
args = {
Name = 'Status',
DefaultLabel = loc([_1] (Unchanged),
loc($TicketObj-Status)),
Default = $ARGS{'Status'} || ($TicketObj-Status eq
$DefaultStatus ? undef : $DefaultStatus),
TicketObj = $TicketObj,
QueueObj = $TicketObj-QueueObj
},
},
{   name = 'Queue',
comp = '/Elements/SelectQueue',
args = {
Name = 'Queue',
Default = $ARGS{'Queue'} || $TicketObj-QueueObj-Id,
ShowNullOption = 0,
}
},
{   name = 'Owner',
comp = '/Elements/SelectOwner',
args = {
Name = Owner,
TicketObj= $TicketObj,
QueueObj = $TicketObj-QueueObj,
DefaultLabel = loc([_1] (Unchanged),
$m-scomp('/Elements/ShowUser', User = $TicketObj-OwnerObj)),
Default  = $ARGS{'Owner'}
}
},
{   name = 'Worked',
comp = '/Elements/EditTimeValue',
args = {
Name = 'UpdateTimeWorked',
Default = $ARGS{UpdateTimeWorked}||'',
InUnits = $ARGS{'UpdateTimeWorked-TimeUnits'}||'minutes',
}
},
]


The new stuff is the name = 'Queue'

and REMEMBER! when you're done, to rm -rf /opt/rt4/var/mason_data/*
otherwise you'll be banging your head for hours wondering how you can change
damn near ANYTHING and yet NOTHING changes when you reload your webserver.
 Eh, lesson learned the hard way I guess. :)



On Thu, May 26, 2011 at 11:06 AM, Yan Seiner y...@seiner.com wrote:

 We do something similar.  We have engineering and construction queues.

 When Engineering is done with design and the job is ready to go to the
 crews, we move it to construction queue.  Right now it involves the
 following steps:

 1.  Change the queue
 2.  Change the owner to the Construction Manager
 3.  Move the old owner to AdminCC
 4.  Remove engineering mgr from AdminCCs
 5.  Add dispatch as AdminCC

 Since the people filling the roles don't necessarily have the same
 permisisons in both queues, this takes a few trips around the various RT
 screens.  It would be nice to have all of this on one screen.


 On Thu, May 26, 2011 7:42 am, Chris Hall wrote:
  Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it
  just
  seems more... difficult to dirty hack in on 4.0.0.  For example:
 
  Queue 1: Level 1 support
  Queue 2: Level 2 support
 
 
  Customer calls in and the guys at level 1 open a ticket in their queue
 for
  the person's problem.
 
  1 hr later they call back to level 1.. they are still having a problem.
   It's time to pass this on to the Level 2 guys.
 
  The level 1 guys want to click comment (or reply.. whatever) on the
  ticket, and annotate that customer 1 is having problems beyond their
 scope
  of responsibility.  It's time for level 2 to take over.  On this same
  page,
  they wish to change the queue to Level 2 support, so that, upon
 updating
  the ticket:
 
  1. their notes are saved to the ticket
  2. the ticket is moved to the appropriate queue
 
 
 
 
  On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker kfcroc...@lbl.gov
  wrote:
 
  Chris,
 
  I'm not sure I understand what you're asking. You wrote so that my user
  base can change the queue when updating or replying to tickets. Why in
  the
  world would you want to do this? Tickets reside in a Queue, so how could
  RT
  find that ticket if you were sending an update to a different Queue?
  Again,
  I'm sure I read this incorrectly (that happens a lot with me ;-). Could
  you
  explain this a little differently, perhaps?
 
  Kenn
  LBNL
 
 
  On Thu, May 26, 2011 at 6:58 AM, Chris Hall hir...@gmail.com wrote:
 
  Hello all,
 
  I was wondering if I could get a hand with a change I wanted to make on
  our end.  In fact, I was able to change this in 3.8.8 days, but the
  changes
  don't work on 4.0.0.  I want to add to the Ticket and Transaction
  section
  a Queue option, so that my user base can change the queue when
  updating or
  replying to tickets without having to go through the extra steps of
  going to
  basic and changing it there once the ticket has been updated.  I've
  tried
  several modifications to the code, but nothing seems to give me the
  results
  I'm looking for.
 
  Is anybody able to offer any assistance on 

Re: [rt-users] RT::Extension::LDAPImport install fails

2011-05-26 Thread Kevin Falcone
On Thu, May 26, 2011 at 02:59:05PM +0100, Giuseppe Sollazzo wrote:
 The reason I answered n is that if I try and install the test
 package I get the following output (even if I try the install
 separately):
 
 Running make test
 PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e
 test_harness(0, 'blib/lib', 'blib/arch') t/*.t
 t/00-load.t ... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl
 5.008008, /usr/bin/perl
 t/00-load.t ... ok
 t/01-ldap.t ... 1/12 Creating new LDAP server on port 10636 ...
 Accepted connection from: 127.0.0.1
 Creating new LDAP server on port 10636 ...
 Unable to listen on port 10636: Address already in use at 
 /root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm
 line 844.
  ... shutting down server

This is a random port, so either you have a conflict on the random
port it chose, or some other restriction from your OS.

You do understand that the test suite will need to create an rt3test
database and put data in it?

I suspect that you really do not want to run the test suite, and we'll
release an update that moves them to author tests.

I still suggest a manual installation since it will make it easier for
you to review the README

-kevin

 After which it stops there and never returns to prompt nor proceeds
 to the actual install of LDAPImport. I'm still happy to run through
 cpan rather than tarball so if you have any idea how to sort this
 out that would be awesome.
 
 Many thanks,
 Giuseppe
 
 On 26/05/11 14:41, Kevin Falcone wrote:
 On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote:
 Hi,
 I'm trying to install LDAPImport and I'm stuck with an error which I
 can't properly understand stating  You tried to plan twice.
 Can anyone give me a hint?
 This module is required to run the tests:
 
 - Net::LDAP::Server::Test ...missing.
 ==  Auto-install the 1 optional module(s) from CPAN? [n] n
 But you didn't install it, so they aren't going to work.
 
 If you want to run the tests, install all the deps on a dev server
 where you have full access to a test database to run them.
 
 If you don't want to run the tests, download the tarball and follow
 the instructions in the README instead of using the CPAN shell.


pgprGR0rW0Zwo.pgp
Description: PGP signature


Re: [rt-users] Adding Queue to comment/reply section

2011-05-26 Thread Kevin Falcone
On Thu, May 26, 2011 at 11:45:22AM -0400, Chris Hall wrote:
Good times... good times... I got it working, so gotta share my 
 modifications w/ everyone. In
fact, I would have had it working a LONG time ago, but I had neglected 1 
 major step: removing
all the old mason_data info! So for anybody who wants to add queue 
 information to your
reply/comments section, edit share/html/Update.html in the following way:

You should check http://requesttracker.wikia.com/wiki/Customizing to
see if you could have done this with a callback instead.  Hopefully
you're not editing in-place, otherwise you're complicating your
upgrade options.

-kevin

 /Ticket/Elements/EditBasics,
TicketObj = $TicketObj,
InTable = 1,
fields = [
{ name = 'Status',
comp = '/Elements/SelectStatus',
args = {
Name = 'Status',
DefaultLabel = loc([_1] (Unchanged), loc($TicketObj-Status)),
Default = $ARGS{'Status'} || ($TicketObj-Status eq $DefaultStatus ? 
 undef : $DefaultStatus),
TicketObj = $TicketObj,
QueueObj = $TicketObj-QueueObj
},
},
{ name = 'Queue',
comp = '/Elements/SelectQueue',
args = {
Name = 'Queue',
Default = $ARGS{'Queue'} || $TicketObj-QueueObj-Id,
ShowNullOption = 0,
}
},
{ name = 'Owner',
comp = '/Elements/SelectOwner',
args = {
Name = Owner,
TicketObj = $TicketObj,
QueueObj = $TicketObj-QueueObj,
DefaultLabel = loc([_1] (Unchanged), $m-scomp('/Elements/ShowUser', 
 User =
$TicketObj-OwnerObj)),
Default = $ARGS{'Owner'}
}
},
{ name = 'Worked',
comp = '/Elements/EditTimeValue',
args = {
Name = 'UpdateTimeWorked',
Default = $ARGS{UpdateTimeWorked}||'',
InUnits = $ARGS{'UpdateTimeWorked-TimeUnits'}||'minutes',
}
},
]

The new stuff is the name = 'Queue'
and REMEMBER! when you're done, to rm -rf /opt/rt4/var/mason_data/*
otherwise you'll be banging your head for hours wondering how you can 
 change damn near
ANYTHING and yet NOTHING changes when you reload your webserver. Eh, 
 lesson learned the hard
way I guess. :)
 
On Thu, May 26, 2011 at 11:06 AM, Yan Seiner [1]y...@seiner.com wrote:
 
  We do something similar. We have engineering and construction queues.
 
  When Engineering is done with design and the job is ready to go to the
  crews, we move it to construction queue. Right now it involves the
  following steps:
 
  1. Change the queue
  2. Change the owner to the Construction Manager
  3. Move the old owner to AdminCC
  4. Remove engineering mgr from AdminCCs
  5. Add dispatch as AdminCC
 
  Since the people filling the roles don't necessarily have the same
  permisisons in both queues, this takes a few trips around the various RT
  screens. It would be nice to have all of this on one screen.
 
  On Thu, May 26, 2011 7:42 am, Chris Hall wrote:
   Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it
   just
   seems more... difficult to dirty hack in on 4.0.0. For example:
  
   Queue 1: Level 1 support
   Queue 2: Level 2 support
  
  
   Customer calls in and the guys at level 1 open a ticket in their queue 
 for
   the person's problem.
  
   1 hr later they call back to level 1.. they are still having a problem.
   It's time to pass this on to the Level 2 guys.
  
   The level 1 guys want to click comment (or reply.. whatever) on the
   ticket, and annotate that customer 1 is having problems beyond their 
 scope
   of responsibility. It's time for level 2 to take over. On this same
   page,
   they wish to change the queue to Level 2 support, so that, upon 
 updating
   the ticket:
  
   1. their notes are saved to the ticket
   2. the ticket is moved to the appropriate queue
  
  
  
  
   On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker 
 [2]kfcroc...@lbl.gov
   wrote:
  
   Chris,
  
   I'm not sure I understand what you're asking. You wrote so that my 
 user
   base can change the queue when updating or replying to tickets. Why 
 in
   the
   world would you want to do this? Tickets reside in a Queue, so how 
 could
   RT
   find that ticket if you were sending an update to a different Queue?
   Again,
   I'm sure I read this incorrectly (that happens a lot with me ;-). 
 Could
   you
   explain this a little differently, perhaps?
  
   Kenn
   LBNL
  
  
   On Thu, May 26, 2011 at 6:58 AM, Chris Hall [3]hir...@gmail.com 
 wrote:
  
   Hello all,
  
   I was wondering if I could get a hand with a change I wanted to make 
 on
   our end. In fact, I was able to change this in 3.8.8 days, but the
   changes
   don't work on 4.0.0. I want to add to the Ticket and Transaction
   section
   a Queue option, so that my 

Re: [rt-users] mason_data dir contents owned by root

2011-05-26 Thread Kevin Falcone
On Thu, May 26, 2011 at 11:37:24AM -0400, Asif Iqbal wrote:
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 4
 drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
 drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
 drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache
 drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj
 I need help to find out why mason_data/{cache,obj} are owned by root.
 I removed the dirs and restarted apache2 and they come back with root
 as the owner

Check your apache config.  Mostly likely you're loading the RT configs
before the User/Group lines which means the initial setup gets done as
root instead the web user.

-kevin

 root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop
  * Stopping web server apache2
   ... waiting ...
 
 [ OK ]
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 4
 drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
 drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
 drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache
 drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj
 root@lucid:/opt/rt4/var/mason_data# rm -rf cache obj
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 2
 drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 .
 drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
 root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start
  * Starting web server apache2
   [ OK ]
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 4
 drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 .
 drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
 drwxr-xr-x 2 root root 1024 2011-05-26 11:34 cache
 drwxr-xr-x 2 root root 1024 2011-05-26 11:34 obj
 root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
 root  2192 1 27 11:34 ?00:00:04 /usr/sbin/apache2 -k start
 www-data  2195  2192  0 11:34 ?00:00:00 /usr/sbin/apache2 -k start
 root  2198  1367  0 11:34 pts/000:00:00 grep --color=auto apache2
 root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
 root  2192 1 20 11:34 ?00:00:05 /usr/sbin/apache2 -k start
 www-data  2195  2192  0 11:34 ?00:00:00 /usr/sbin/apache2 -k start
 www-data  2199  2192  2 11:34 ?00:00:00 /usr/sbin/apache2 -k start
 www-data  2200  2192  2 11:34 ?00:00:00 /usr/sbin/apache2 -k start
 root  2256  1367  0 11:34 pts/000:00:00 grep --color=auto apache2
 root@lucid:/opt/rt4/var/mason_data#
 
 
 -- 
 Asif Iqbal
 PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
 A: Because it messes up the order in which people normally read text.
 Q: Why is top-posting such a bad thing?


pgpaZUq1fqcpf.pgp
Description: PGP signature


Re: [rt-users] mason_data dir contents owned by root

2011-05-26 Thread Asif Iqbal
On Thu, May 26, 2011 at 12:01 PM, Kevin Falcone
falc...@bestpractical.com wrote:
 On Thu, May 26, 2011 at 11:37:24AM -0400, Asif Iqbal wrote:
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 4
 drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
 drwxr-xr-x 5 root     root     1024 2011-05-20 12:42 ..
 drwxr-xr-x 2 root     root     1024 2011-05-25 17:21 cache
 drwxr-xr-x 2 root     root     1024 2011-05-25 17:21 obj
 I need help to find out why mason_data/{cache,obj} are owned by root.
 I removed the dirs and restarted apache2 and they come back with root
 as the owner

 Check your apache config.  Mostly likely you're loading the RT configs
 before the User/Group lines which means the initial setup gets done as
 root instead the web user.

root@lucid:/etc/apache2# cat /etc/apache2/envvars
...
export APACHE_RUN_USER=www-data
export APACHE_RUN_GROUP=www-data
...

root@lucid:/etc/apache2# egrep -n ^User|^Group apache2.conf
145:User ${APACHE_RUN_USER}
146:Group ${APACHE_RUN_GROUP}

root@lucid:/etc/apache2# grep -n ^Include apache2.conf
204:Include /etc/apache2/mods-enabled/*.load
205:Include /etc/apache2/mods-enabled/*.conf
208:Include /etc/apache2/httpd.conf
211:Include /etc/apache2/ports.conf
233:Include /etc/apache2/conf.d/
236:Include /etc/apache2/sites-enabled/

User is defined on line 145 and on line 236
/etc/apache2/sites-enabled/ dir is included.

Here is the conf for webrt. So it is included after User and Group are defined

root@lucid:/etc/apache2# cat /etc/apache2/sites-enabled/webrt
   VirtualHost *:80
   ### Optional apache logs for RT
   ErrorLog /var/log/apache2/rt.error
   TransferLog /var/log/apache2/rt.access
   LogLevel debug

   AddDefaultCharset UTF-8

   DocumentRoot /opt/rt4/share/html
   Location /
   Order allow,deny
   Allow from all

   SetHandler perl-script
   PerlResponseHandler Plack::Handler::Apache2
   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
   /Location
   Perl
   use Plack::Handler::Apache2;
   Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
   /Perl
   /VirtualHost


 -kevin

 root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop
  * Stopping web server apache2
                                           ... waiting ...

     [ OK ]
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 4
 drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
 drwxr-xr-x 5 root     root     1024 2011-05-20 12:42 ..
 drwxr-xr-x 2 root     root     1024 2011-05-25 17:21 cache
 drwxr-xr-x 2 root     root     1024 2011-05-25 17:21 obj
 root@lucid:/opt/rt4/var/mason_data# rm -rf cache obj
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 2
 drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 .
 drwxr-xr-x 5 root     root     1024 2011-05-20 12:42 ..
 root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start
  * Starting web server apache2
                                   [ OK ]
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 4
 drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 .
 drwxr-xr-x 5 root     root     1024 2011-05-20 12:42 ..
 drwxr-xr-x 2 root     root     1024 2011-05-26 11:34 cache
 drwxr-xr-x 2 root     root     1024 2011-05-26 11:34 obj
 root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
 root      2192     1 27 11:34 ?        00:00:04 /usr/sbin/apache2 -k start
 www-data  2195  2192  0 11:34 ?        00:00:00 /usr/sbin/apache2 -k start
 root      2198  1367  0 11:34 pts/0    00:00:00 grep --color=auto apache2
 root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
 root      2192     1 20 11:34 ?        00:00:05 /usr/sbin/apache2 -k start
 www-data  2195  2192  0 11:34 ?        00:00:00 /usr/sbin/apache2 -k start
 www-data  2199  2192  2 11:34 ?        00:00:00 /usr/sbin/apache2 -k start
 www-data  2200  2192  2 11:34 ?        00:00:00 /usr/sbin/apache2 -k start
 root      2256  1367  0 11:34 pts/0    00:00:00 grep --color=auto apache2
 root@lucid:/opt/rt4/var/mason_data#


 --
 Asif Iqbal
 PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
 A: Because it messes up the order in which people normally read text.
 Q: Why is top-posting such a bad thing?




-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


Re: [rt-users] mason_data dir contents owned by root

2011-05-26 Thread Chris Hall
chown -R www-data:www-data /opt/rt4/var/mason_data/*

I know it's more of a patch than a fix, but.. this is how I'm handling
this problem on my end (yea, I ran into it too), and unless I manually
remove the mason_data info, it seems to solve my problems.  That's just how
I've solved it.. I'm sure there's better ways probably.

On Thu, May 26, 2011 at 12:49 PM, Asif Iqbal vad...@gmail.com wrote:

 On Thu, May 26, 2011 at 12:01 PM, Kevin Falcone
 falc...@bestpractical.com wrote:
  On Thu, May 26, 2011 at 11:37:24AM -0400, Asif Iqbal wrote:
  root@lucid:/opt/rt4/var/mason_data# ls -al
  total 4
  drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
  drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
  drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache
  drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj
  I need help to find out why mason_data/{cache,obj} are owned by root.
  I removed the dirs and restarted apache2 and they come back with root
  as the owner
 
  Check your apache config.  Mostly likely you're loading the RT configs
  before the User/Group lines which means the initial setup gets done as
  root instead the web user.

 root@lucid:/etc/apache2# cat /etc/apache2/envvars
 ...
 export APACHE_RUN_USER=www-data
 export APACHE_RUN_GROUP=www-data
 ...

 root@lucid:/etc/apache2# egrep -n ^User|^Group apache2.conf
 145:User ${APACHE_RUN_USER}
 146:Group ${APACHE_RUN_GROUP}

 root@lucid:/etc/apache2# grep -n ^Include apache2.conf
 204:Include /etc/apache2/mods-enabled/*.load
 205:Include /etc/apache2/mods-enabled/*.conf
 208:Include /etc/apache2/httpd.conf
 211:Include /etc/apache2/ports.conf
 233:Include /etc/apache2/conf.d/
 236:Include /etc/apache2/sites-enabled/

 User is defined on line 145 and on line 236
 /etc/apache2/sites-enabled/ dir is included.

 Here is the conf for webrt. So it is included after User and Group are
 defined

 root@lucid:/etc/apache2# cat /etc/apache2/sites-enabled/webrt
   VirtualHost *:80
   ### Optional apache logs for RT
   ErrorLog /var/log/apache2/rt.error
   TransferLog /var/log/apache2/rt.access
   LogLevel debug

   AddDefaultCharset UTF-8

   DocumentRoot /opt/rt4/share/html
   Location /
   Order allow,deny
   Allow from all

   SetHandler perl-script
   PerlResponseHandler Plack::Handler::Apache2
   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
   /Location
   Perl
   use Plack::Handler::Apache2;

 Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
   /Perl
   /VirtualHost

 
  -kevin
 
  root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop
   * Stopping web server apache2
... waiting ...
 
  [ OK ]
  root@lucid:/opt/rt4/var/mason_data# ls -al
  total 4
  drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
  drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
  drwxr-xr-x 2 root root 1024 2011-05-25 17:21 cache
  drwxr-xr-x 2 root root 1024 2011-05-25 17:21 obj
  root@lucid:/opt/rt4/var/mason_data# rm -rf cache obj
  root@lucid:/opt/rt4/var/mason_data# ls -al
  total 2
  drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 .
  drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
  root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start
   * Starting web server apache2
[ OK ]
  root@lucid:/opt/rt4/var/mason_data# ls -al
  total 4
  drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 .
  drwxr-xr-x 5 root root 1024 2011-05-20 12:42 ..
  drwxr-xr-x 2 root root 1024 2011-05-26 11:34 cache
  drwxr-xr-x 2 root root 1024 2011-05-26 11:34 obj
  root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
  root  2192 1 27 11:34 ?00:00:04 /usr/sbin/apache2 -k
 start
  www-data  2195  2192  0 11:34 ?00:00:00 /usr/sbin/apache2 -k
 start
  root  2198  1367  0 11:34 pts/000:00:00 grep --color=auto
 apache2
  root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
  root  2192 1 20 11:34 ?00:00:05 /usr/sbin/apache2 -k
 start
  www-data  2195  2192  0 11:34 ?00:00:00 /usr/sbin/apache2 -k
 start
  www-data  2199  2192  2 11:34 ?00:00:00 /usr/sbin/apache2 -k
 start
  www-data  2200  2192  2 11:34 ?00:00:00 /usr/sbin/apache2 -k
 start
  root  2256  1367  0 11:34 pts/000:00:00 grep --color=auto
 apache2
  root@lucid:/opt/rt4/var/mason_data#
 
 
  --
  Asif Iqbal
  PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
  A: Because it messes up the order in which people normally read text.
  Q: Why is top-posting such a bad thing?
 



 --
 Asif Iqbal
 PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
 A: Because it messes up the order in which people normally read text.
 Q: Why is top-posting such a bad thing?



Re: [rt-users] Adding Queue to comment/reply section

2011-05-26 Thread Kenneth Crocker
Chris,

I think that all of that could be accomplished without changing RT code:

1) Create a CF called Promote. A simple yes/no or off/on would
suffice. Grant the level 1 team the right to modify it.
2) When the level 1 team wants to promote it, they merely modify the CF.
3) Have a scrip validate the CF and trigger the Queue change/Owner change,
grab the last email or insert a standard message that indicates the reason
for promotion (the CF *could have* several values or types of promotion that
would caused a specific comment related to that value to be inserted into
the ticket/email/whatever), put the existing owner in as a Cc, send out an
email notice to said owner/Cc, etc. all when the CF is changed to the
appropriate value.

This is all done one time in the update screen, just like you wanted in the
Comment/reply screen, only no code overrides need be made, just a scrip.

I think this is a simpler method and it makes these changes *easier to
maintain for future releases* (like the problem you're having now with 4.9)
and possible changes in actions.

Anyway, just a thought.

Kenn
LBNL

On Thu, May 26, 2011 at 9:00 AM, Kevin Falcone falc...@bestpractical.comwrote:

 On Thu, May 26, 2011 at 11:45:22AM -0400, Chris Hall wrote:
 Good times... good times... I got it working, so gotta share my
 modifications w/ everyone. In
 fact, I would have had it working a LONG time ago, but I had neglected
 1 major step: removing
 all the old mason_data info! So for anybody who wants to add queue
 information to your
 reply/comments section, edit share/html/Update.html in the following
 way:

 You should check http://requesttracker.wikia.com/wiki/Customizing to
 see if you could have done this with a callback instead.  Hopefully
 you're not editing in-place, otherwise you're complicating your
 upgrade options.

 -kevin

  /Ticket/Elements/EditBasics,
 TicketObj = $TicketObj,
 InTable = 1,
 fields = [
 { name = 'Status',
 comp = '/Elements/SelectStatus',
 args = {
 Name = 'Status',
 DefaultLabel = loc([_1] (Unchanged), loc($TicketObj-Status)),
 Default = $ARGS{'Status'} || ($TicketObj-Status eq $DefaultStatus ?
 undef : $DefaultStatus),
 TicketObj = $TicketObj,
 QueueObj = $TicketObj-QueueObj
 },
 },
 { name = 'Queue',
 comp = '/Elements/SelectQueue',
 args = {
 Name = 'Queue',
 Default = $ARGS{'Queue'} || $TicketObj-QueueObj-Id,
 ShowNullOption = 0,
 }
 },
 { name = 'Owner',
 comp = '/Elements/SelectOwner',
 args = {
 Name = Owner,
 TicketObj = $TicketObj,
 QueueObj = $TicketObj-QueueObj,
 DefaultLabel = loc([_1] (Unchanged),
 $m-scomp('/Elements/ShowUser', User =
 $TicketObj-OwnerObj)),
 Default = $ARGS{'Owner'}
 }
 },
 { name = 'Worked',
 comp = '/Elements/EditTimeValue',
 args = {
 Name = 'UpdateTimeWorked',
 Default = $ARGS{UpdateTimeWorked}||'',
 InUnits = $ARGS{'UpdateTimeWorked-TimeUnits'}||'minutes',
 }
 },
 ]
 
 The new stuff is the name = 'Queue'
 and REMEMBER! when you're done, to rm -rf /opt/rt4/var/mason_data/*
 otherwise you'll be banging your head for hours wondering how you can
 change damn near
 ANYTHING and yet NOTHING changes when you reload your webserver. Eh,
 lesson learned the hard
 way I guess. :)
 
 On Thu, May 26, 2011 at 11:06 AM, Yan Seiner [1]y...@seiner.com
 wrote:
 
   We do something similar. We have engineering and construction
 queues.
 
   When Engineering is done with design and the job is ready to go to
 the
   crews, we move it to construction queue. Right now it involves the
   following steps:
 
   1. Change the queue
   2. Change the owner to the Construction Manager
   3. Move the old owner to AdminCC
   4. Remove engineering mgr from AdminCCs
   5. Add dispatch as AdminCC
 
   Since the people filling the roles don't necessarily have the same
   permisisons in both queues, this takes a few trips around the
 various RT
   screens. It would be nice to have all of this on one screen.
 
   On Thu, May 26, 2011 7:42 am, Chris Hall wrote:
Sure Kenn, I'll elaborate.. and again, I had this working in
 3.8.8.. it
just
seems more... difficult to dirty hack in on 4.0.0. For example:
   
Queue 1: Level 1 support
Queue 2: Level 2 support
   
   
Customer calls in and the guys at level 1 open a ticket in their
 queue for
the person's problem.
   
1 hr later they call back to level 1.. they are still having a
 problem.
It's time to pass this on to the Level 2 guys.
   
The level 1 guys want to click comment (or reply.. whatever) on
 the
ticket, and annotate that customer 1 is having problems beyond
 their scope
of responsibility. It's time for level 2 to take over. On this
 same
page,
they wish to 

Re: [rt-users] mason_data dir contents owned by root

2011-05-26 Thread Asif Iqbal
On Thu, May 26, 2011 at 12:49 PM, Asif Iqbal vad...@gmail.com wrote:
 On Thu, May 26, 2011 at 12:01 PM, Kevin Falcone
 falc...@bestpractical.com wrote:
 On Thu, May 26, 2011 at 11:37:24AM -0400, Asif Iqbal wrote:
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 4
 drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
 drwxr-xr-x 5 root     root     1024 2011-05-20 12:42 ..
 drwxr-xr-x 2 root     root     1024 2011-05-25 17:21 cache
 drwxr-xr-x 2 root     root     1024 2011-05-25 17:21 obj
 I need help to find out why mason_data/{cache,obj} are owned by root.
 I removed the dirs and restarted apache2 and they come back with root
 as the owner

 Check your apache config.  Mostly likely you're loading the RT configs
 before the User/Group lines which means the initial setup gets done as
 root instead the web user.

 root@lucid:/etc/apache2# cat /etc/apache2/envvars
 ...
 export APACHE_RUN_USER=www-data
 export APACHE_RUN_GROUP=www-data
 ...

 root@lucid:/etc/apache2# egrep -n ^User|^Group apache2.conf
 145:User ${APACHE_RUN_USER}
 146:Group ${APACHE_RUN_GROUP}

 root@lucid:/etc/apache2# grep -n ^Include apache2.conf
 204:Include /etc/apache2/mods-enabled/*.load
 205:Include /etc/apache2/mods-enabled/*.conf
 208:Include /etc/apache2/httpd.conf
 211:Include /etc/apache2/ports.conf
 233:Include /etc/apache2/conf.d/
 236:Include /etc/apache2/sites-enabled/

 User is defined on line 145 and on line 236
 /etc/apache2/sites-enabled/ dir is included.

 Here is the conf for webrt. So it is included after User and Group are defined

 root@lucid:/etc/apache2# cat /etc/apache2/sites-enabled/webrt
           VirtualHost *:80
               ### Optional apache logs for RT
               ErrorLog /var/log/apache2/rt.error
               TransferLog /var/log/apache2/rt.access
               LogLevel debug

               AddDefaultCharset UTF-8

               DocumentRoot /opt/rt4/share/html
               Location /
                   Order allow,deny
                   Allow from all

                   SetHandler perl-script
                   PerlResponseHandler Plack::Handler::Apache2
                   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
               /Location
               Perl
                   use Plack::Handler::Apache2;
                   Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
               /Perl
           /VirtualHost


 -kevin

 root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 stop
  * Stopping web server apache2
                                           ... waiting ...

     [ OK ]
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 4
 drwxrwx--- 4 www-data www-data 1024 2011-05-25 17:21 .
 drwxr-xr-x 5 root     root     1024 2011-05-20 12:42 ..
 drwxr-xr-x 2 root     root     1024 2011-05-25 17:21 cache
 drwxr-xr-x 2 root     root     1024 2011-05-25 17:21 obj
 root@lucid:/opt/rt4/var/mason_data# rm -rf cache obj
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 2
 drwxrwx--- 2 www-data www-data 1024 2011-05-26 11:34 .
 drwxr-xr-x 5 root     root     1024 2011-05-20 12:42 ..
 root@lucid:/opt/rt4/var/mason_data# /etc/init.d/apache2 start
  * Starting web server apache2
                                   [ OK ]
 root@lucid:/opt/rt4/var/mason_data# ls -al
 total 4
 drwxrwx--- 4 www-data www-data 1024 2011-05-26 11:34 .
 drwxr-xr-x 5 root     root     1024 2011-05-20 12:42 ..
 drwxr-xr-x 2 root     root     1024 2011-05-26 11:34 cache
 drwxr-xr-x 2 root     root     1024 2011-05-26 11:34 obj
 root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
 root      2192     1 27 11:34 ?        00:00:04 /usr/sbin/apache2 -k start
 www-data  2195  2192  0 11:34 ?        00:00:00 /usr/sbin/apache2 -k start
 root      2198  1367  0 11:34 pts/0    00:00:00 grep --color=auto apache2
 root@lucid:/opt/rt4/var/mason_data# ps -ef | grep apache2
 root      2192     1 20 11:34 ?        00:00:05 /usr/sbin/apache2 -k start
 www-data  2195  2192  0 11:34 ?        00:00:00 /usr/sbin/apache2 -k start
 www-data  2199  2192  2 11:34 ?        00:00:00 /usr/sbin/apache2 -k start
 www-data  2200  2192  2 11:34 ?        00:00:00 /usr/sbin/apache2 -k start
 root      2256  1367  0 11:34 pts/0    00:00:00 grep --color=auto apache2
 root@lucid:/opt/rt4/var/mason_data#

I found the answer in here

http://requesttracker.wikia.com/wiki/PostQuestionsHere

I forgot to configure with those switches.

root@lucid:~# ./configure --with-web-user=www-data --with-web-group=www-data

Now mason_data/{cache,obj} are showing owned by www-data.

Thanks Ruslan for that wiki!




 --
 Asif Iqbal
 PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
 A: Because it messes up the order in which people normally read text.
 Q: Why is top-posting such a bad thing?




 --
 Asif Iqbal
 PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
 A: Because it messes up the order in which people normally read text.
 Q: Why is top-posting such a bad thing?




-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the 

[rt-users] comments - as regard them?

2011-05-26 Thread Felipe Agnelli Barbosa
Gentlemen,

I am developing a script in sql, and I wonder how many comments each ticket
is created.
What would my sql query?
From what I saw, the ticket data are in Table guaradados attachments.

Thank you in advance.

Felipe
BR

-- 
 A dúvida é o principio da sabedoria 


Re: [rt-users] RT warning Couldn't enable user xxxx

2011-05-26 Thread Asif Iqbal
On Thu, Sep 9, 2010 at 12:53 PM, Kenneth Crocker kfcroc...@lbl.gov wrote:
 To List,

 I continue to get this warning in my rt.log:

 [Thu Sep  9 16:31:42 2010] [warning]: Couldn't enable user 9664
 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)

Hi Kenneth,

Did you find a fix for that? I am seeing it too


 This is an odd message as this user is an LDAP approved user that is on the
 User Table as a Privileged user.

 So, why the warning?

 Kenn
 LBNL


 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


[rt-users] command by mail

2011-05-26 Thread Albert Shih
Hi all.

The package commandbyemail don't work well for us. 

Sometime it's don't do what he suppose to do. For example when I put 

AddCC: some.one@somewhere.

sometime RT don't add the address as CC. Sometime he does. 

I don't known why. 

Anyone have this kind of problem ?


For us commandbyemail is very important feature, can bestpratical integrate
«commandbyemail» in the RT Core (or something like that) ? 

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 26 mai 2011 22:44:21 CEST


Re: [rt-users] command by mail

2011-05-26 Thread Daniel Schwager
Hi,

did you add it to your Plugins ?

   Set(@Plugins, qw(
   RT::Extension::CommandByMail


and also to the Mailplungins - in the right order like 
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction) );


kind regards
Danny



Re: [rt-users] command by mail

2011-05-26 Thread Albert Shih
 Le 26/05/2011 à 22:47:00+0200, Albert Shih a écrit
 Hi all.
 
 The package commandbyemail don't work well for us. 
 
 Sometime it's don't do what he suppose to do. For example when I put 
 
 AddCC: some.one@somewhere.
 
 sometime RT don't add the address as CC. Sometime he does. 
 

forget to say : This is the log message : 

Error message: Could not find or create that user 
(/usr/local/share/rt38/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:696)

But when I go to web interface I can add manually the user as CC.

I use 

RT::Authen::ExternalAuth

too.

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 26 mai 2011 23:00:55 CEST


[rt-users] Workflow HOWTO

2011-05-26 Thread Yan Seiner
I'm struggling with implementing approvals.  Here's how we work:

An engineer designs a project. Once s/he's done, s/he has a supervisor
approve the design and cost estimate.  This approval may need several
levels depending on the overall cost estimate (we're a public utility and
the approvals are governed by state statutes).

While the ticket is in review, I want people to be able to make comments
and other minor changes, but must not be allowed to change the queue or
status.

Once the ticket is approved, it then gets moved to the construction queue.
 Changing the queue can be automated based on the approval.

Per the docs, the correct way is to create a new ticket in the new
queue, but that won't really work for us without additional complications;
the drawings, specifications, and estimate are part of the engineering
ticket and the construction crews sometimes need to see the design
decisions that went into the design, so they need to have full access to
the engineering ticket.

How do I implement this?


-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com




Re: [rt-users] command by mail

2011-05-26 Thread Kenneth Crocker
Albert,

Sounds to me that you haven't set your configuration to automatically add a
user:

*Set($AutoCreate, [Privileged , 0]);*

This setting allows RT to automatically add a user that was not already on
the DB (your error message) as an UnPrivileged user. Change the 0 to 1 if
you want them to be Privileged.

Kenn
LBNL

On Thu, May 26, 2011 at 2:03 PM, Albert Shih albert.s...@obspm.fr wrote:

  Le 26/05/2011 à 22:47:00+0200, Albert Shih a écrit
  Hi all.
 
  The package commandbyemail don't work well for us.
 
  Sometime it's don't do what he suppose to do. For example when I put
 
  AddCC: some.one@somewhere.
 
  sometime RT don't add the address as CC. Sometime he does.
 

 forget to say : This is the log message :

Error message: Could not find or create that user
 (/usr/local/share/rt38/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:696)

 But when I go to web interface I can add manually the user as CC.

 I use

RT::Authen::ExternalAuth

 too.

 Regards.

 JAS
 --
 Albert SHIH
 DIO batiment 15
 Observatoire de Paris Meudon
 5 Place Jules Janssen
 92195 Meudon Cedex
 Téléphone : 01 45 07 76 26/06 86 69 95 71
 Heure local/Local time:
 jeu 26 mai 2011 23:00:55 CEST



Re: [rt-users] RT warning Couldn't enable user xxxx

2011-05-26 Thread Kenneth Crocker
Asif,

I believe this was fixed in a later release.

Kenn
LBNL

On Thu, May 26, 2011 at 1:09 PM, Asif Iqbal vad...@gmail.com wrote:

 On Thu, Sep 9, 2010 at 12:53 PM, Kenneth Crocker kfcroc...@lbl.gov
 wrote:
  To List,
 
  I continue to get this warning in my rt.log:
 
  [Thu Sep  9 16:31:42 2010] [warning]: Couldn't enable user 9664
  (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)

 Hi Kenneth,

 Did you find a fix for that? I am seeing it too


  This is an odd message as this user is an LDAP approved user that is on
 the
  User Table as a Privileged user.
 
  So, why the warning?
 
  Kenn
  LBNL
 
 
  RT Training in Washington DC, USA on Oct 25  26 2010
  Last one this year -- Learn how to get the most out of RT!
 



 --
 Asif Iqbal
 PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
 A: Because it messes up the order in which people normally read text.
 Q: Why is top-posting such a bad thing?



Re: [rt-users] Records RT - Doubt

2011-05-26 Thread Kenneth Crocker
Dustin,

We use the Report Studio tool within Cognos.

Kenn
LBNL

On Wed, May 25, 2011 at 6:38 PM, Dustin Berube dustin.ber...@gmail.comwrote:


 3) Then we have an alternative for users who never get onto RT. We created
 DB Views (native SQL) used for reporting only and then use Cognos as a
 reporting tool against those views. The reports that exist are available
 thru links in our company website.

 Kenn,

 I'd be curious to find out a little more about the Cognos configuration. If
 you are using Impromptu, are you using a distributed catalog setup to
 distribute the catalog to your Cognos users? I currently use Cognos to
 generate reports from our ERP/CRM package running on an iSeries.

 Thanks,
 Dustin




Re: [rt-users] RT warning Couldn't enable user xxxx

2011-05-26 Thread Asif Iqbal
Hmm.. I am using rt 4
On May 26, 2011 5:23 PM, Kenneth Crocker kfcroc...@lbl.gov wrote:
 Asif,

 I believe this was fixed in a later release.

 Kenn
 LBNL

 On Thu, May 26, 2011 at 1:09 PM, Asif Iqbal vad...@gmail.com wrote:

 On Thu, Sep 9, 2010 at 12:53 PM, Kenneth Crocker kfcroc...@lbl.gov
 wrote:
  To List,
 
  I continue to get this warning in my rt.log:
 
  [Thu Sep 9 16:31:42 2010] [warning]: Couldn't enable user 9664
  (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)

 Hi Kenneth,

 Did you find a fix for that? I am seeing it too


  This is an odd message as this user is an LDAP approved user that is on
 the
  User Table as a Privileged user.
 
  So, why the warning?
 
  Kenn
  LBNL
 
 
  RT Training in Washington DC, USA on Oct 25  26 2010
  Last one this year -- Learn how to get the most out of RT!
 



 --
 Asif Iqbal
 PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
 A: Because it messes up the order in which people normally read text.
 Q: Why is top-posting such a bad thing?



Re: [rt-users] command by mail

2011-05-26 Thread Albert Shih
 Le 26/05/2011 à 14:22:16-0700, Kenneth Crocker a écrit
 Albert,

Thanks for you help

Well it's not working. But now I find more stability. 

If I put

AddCC: email_address

and email_address is already in the RT it's working. 

But if the email_address is not in RT it's not working. 


 
 Sounds to me that you haven't set your configuration to automatically add a
 user:
 
 
 Set($AutoCreate, [Privileged , 0]);
 
 
 This setting allows RT to automatically add a user that was not already on the
 DB (your error message) as an UnPrivileged user. Change the 0 to 1 if you
 want them to be Privileged.

I just try this it's change nothing. 

thanks for you help

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 26 mai 2011 23:45:32 CEST


Re: [rt-users] command by mail

2011-05-26 Thread Albert Shih
 Le 26/05/2011 à 22:51:23+0200, Daniel Schwager a écrit
Hi.

 
 did you add it to your Plugins ?
 
Set(@Plugins, qw(
RT::Extension::CommandByMail
   
 
 and also to the Mailplungins - in the right order like 
   Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction) );

Yes...I've this. 

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
jeu 26 mai 2011 23:54:38 CEST


Re: [rt-users] command by mail

2011-05-26 Thread Kevin Falcone
On Thu, May 26, 2011 at 02:22:16PM -0700, Kenneth Crocker wrote:
Sounds to me that you haven't set your configuration to automatically add 
 a user:
Set($AutoCreate, [Privileged , 0]);

Autocreation of users in normal RT isn't controlled by that variable.
I suggest reviewing the doc for it in RT_Config.pm

The user also mentioned RT-Authen-ExternalAuth which brings in other
user creation variables.

I'm not sure if RT-Extension-CommandByMail creates new watchers or
just adds existing users as watchers.

-kevin

   The package commandbyemail don't work well for us.
   Sometime it's don't do what he suppose to do. For example when I put
   AddCC: some.one@somewhere.
   sometime RT don't add the address as CC. Sometime he does.
  
 
  forget to say : This is the log message :
 
  Error message: Could not find or create that user
  
 (/usr/local/share/rt38/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:696)
 
  But when I go to web interface I can add manually the user as CC.
 
  I use
 
  RT::Authen::ExternalAuth
 
  too.
  Regards.
 
  JAS
  --
  Albert SHIH
  DIO batiment 15
  Observatoire de Paris Meudon
  5 Place Jules Janssen
  92195 Meudon Cedex
  T*l*phone : 01 45 07 76 26/06 86 69 95 71
  Heure local/Local time:
  jeu 26 mai 2011 23:00:55 CEST
 
 References
 
Visible links
1. mailto:albert.s...@obspm.fr


pgpr33Wjtu3h1.pgp
Description: PGP signature


Re: [rt-users] command by mail

2011-05-26 Thread Kevin Falcone
On Thu, May 26, 2011 at 11:51:13PM +0200, Albert Shih wrote:
  Le 26/05/2011 à 14:22:16-0700, Kenneth Crocker a écrit
 If I put
 
   AddCC: email_address
 
 and email_address is already in the RT it's working. 
 
 But if the email_address is not in RT it's not working. 

Please report this to the Extension's queue on rt.cpan.org now that
you've identified the cause.

-kevin


pgpXgvbF9V7xu.pgp
Description: PGP signature


Re: [rt-users] command by mail

2011-05-26 Thread Albert Shih
 Le 26/05/2011 à 18:05:12-0400, Kevin Falcone a écrit
 On Thu, May 26, 2011 at 11:51:13PM +0200, Albert Shih wrote:
   Le 26/05/2011 à 14:22:16-0700, Kenneth Crocker a écrit
  If I put
  
  AddCC: email_address
  
  and email_address is already in the RT it's working. 
  
  But if the email_address is not in RT it's not working. 
 
 Please report this to the Extension's queue on rt.cpan.org now that
 you've identified the cause.
 

In fact it's my bad. 

Everything work fine. 

It's just me make a bad config. 

In fact I make a misunderstanding of 

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,0);

the terme «internal». I think that's mean ... in RT not in my ldap base. 

So I change this variable to 1 and that's why the RT-CommandByMail don't
work with new email_address, it's because it trying to create in ldap not
in RT. 

After I put the right config everything work fine. 

Sorry for the noise and very thank you for all the help.

Regards.

JAS




-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
ven 27 mai 2011 00:10:29 CEST


Re: [rt-users] command by mail

2011-05-26 Thread Albert Shih
 Le 27/05/2011 à 00:14:10+0200, Albert Shih a écrit
  Le 26/05/2011 à 18:05:12-0400, Kevin Falcone a écrit
  On Thu, May 26, 2011 at 11:51:13PM +0200, Albert Shih wrote:
Le 26/05/2011 à 14:22:16-0700, Kenneth Crocker a écrit
   If I put
   
 AddCC: email_address
   
   and email_address is already in the RT it's working. 
   
   But if the email_address is not in RT it's not working. 
  
  Please report this to the Extension's queue on rt.cpan.org now that
  you've identified the cause.
  
 
 In fact it's my bad. 
 
 Everything work fine. 
 
 It's just me make a bad config. 
 
 In fact I make a misunderstanding of 
 
   # If this is set to 1, then users should be autocreated by RT
   # as internal users if they fail to authenticate from an
   # external service.
   Set($AutoCreateNonExternalUsers,0);
 
 the terme «internal». I think that's mean ... in RT not in my ldap base. 
 
 So I change this variable to 1 and that's why the RT-CommandByMail don't
to 0.(default config)

I need vacation :-(

Regards.

JAS

-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
ven 27 mai 2011 00:16:12 CEST


Re: [rt-users] command by mail

2011-05-26 Thread Kenneth Crocker
Albert,

Isn't that supposed to be AddCc? 1 large C and 1 small one?

Kenn
LBNL

On Thu, May 26, 2011 at 2:51 PM, Albert Shih albert.s...@obspm.fr wrote:

  Le 26/05/2011 à 14:22:16-0700, Kenneth Crocker a écrit
  Albert,

 Thanks for you help

 Well it's not working. But now I find more stability.

 If I put

AddCC: email_address

 and email_address is already in the RT it's working.

 But if the email_address is not in RT it's not working.


 
  Sounds to me that you haven't set your configuration to automatically add
 a
  user:
 
 
  Set($AutoCreate, [Privileged , 0]);
 
 
  This setting allows RT to automatically add a user that was not already
 on the
  DB (your error message) as an UnPrivileged user. Change the 0 to 1 if
 you
  want them to be Privileged.

 I just try this it's change nothing.

 thanks for you help

 Regards.

 JAS
 --
 Albert SHIH
 DIO batiment 15
 Observatoire de Paris Meudon
 5 Place Jules Janssen
 92195 Meudon Cedex
 Téléphone : 01 45 07 76 26/06 86 69 95 71
 Heure local/Local time:
 jeu 26 mai 2011 23:45:32 CEST



[rt-users] RT 4.0 Dependencies Issue Test::More

2011-05-26 Thread Juan Mas
Hi List,

Im trying to update from RT-Helpdesk 3.8.7 to 4.0.0.  When I try to run
'make fixdeps', CPAN keeps telling me my Test::More is too old, even though
I have loaded the current version in /usr/lib/perl5/5.8.6.  Im on a fairly
old server 2.6.12-gentoo-r6 but it upgraded to RT 3.8.7 no problem.  I keep
going around in circles with this thing and can't continue.  Any help would
be much appreciated.

Juan