[rt-users] Activating a plugin
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
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
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
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
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
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
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
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
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
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 This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this email. Please notify the sender immediately by e-mail if you have received this email by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.
Re: [rt-users] Adding Queue to comment/reply section
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
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
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
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
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
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
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
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
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
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
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
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?
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
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
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
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
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
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
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
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
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
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
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($AutoCreate, [Privileged , 0]); This setting allows RT to automatically add a user that was not already on the DB (your error message) as an UnPrivileged user. Change the 0 to 1 if you want them to be Privileged. I just try this it's change nothing. thanks for you help Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 26 mai 2011 23:45:32 CEST
Re: [rt-users] command by mail
Le 26/05/2011 à 22:51:23+0200, Daniel Schwager a écrit Hi. did you add it to your Plugins ? Set(@Plugins, qw( RT::Extension::CommandByMail and also to the Mailplungins - in the right order like Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction) ); Yes...I've this. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 26 mai 2011 23:54:38 CEST
Re: [rt-users] command by mail
On Thu, May 26, 2011 at 02:22:16PM -0700, Kenneth Crocker wrote: Sounds to me that you haven't set your configuration to automatically add a user: Set($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
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
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($AutoCreateNonExternalUsers,0); the terme «internal». I think that's mean ... in RT not in my ldap base. So I change this variable to 1 and that's why the RT-CommandByMail don't work with new email_address, it's because it trying to create in ldap not in RT. After I put the right config everything work fine. Sorry for the noise and very thank you for all the help. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 27 mai 2011 00:10:29 CEST
Re: [rt-users] command by mail
Le 27/05/2011 à 00:14:10+0200, Albert Shih a écrit Le 26/05/2011 à 18:05:12-0400, Kevin Falcone a écrit On Thu, May 26, 2011 at 11:51:13PM +0200, Albert Shih wrote: Le 26/05/2011 à 14:22:16-0700, Kenneth Crocker a écrit If I put AddCC: email_address and email_address is already in the RT it's working. But if the email_address is not in RT it's not working. Please report this to the Extension's queue on rt.cpan.org now that you've identified the cause. In fact it's my bad. Everything work fine. It's just me make a bad config. In fact I make a misunderstanding of # If this is set to 1, then users should be autocreated by RT # as internal users if they fail to authenticate from an # external service. Set($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
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
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