Re: [rt-users] ExternalAuth for requestors but not privileged users?
On 30 Jun 2011, at 22:14, Adam Thompson wrote: RT-Authen-ExternalAuth falls back to internal auth if the username / pass doesn't match in LDAP I'm sure I saw something about this a little while ago, but I can't find it now. Sorry if this is rehashing old material... Is there any way to have RT-Authen-ExternalAuth try more than one LDAP server in a defined order? I'm thinking of something like having it query Active Directory first for staff, then the LDAP server with all our customer accounts, finally falling back to local DB for root only? Yes. You can give it an array of ldap servers to talk to. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
Hi Kenn, Fabian, What is the relationship of your creator and the ticket Owner and the ticket Requestor? Creator = Requestor (sorry, I guess that made my question a bit confusing) As far as I understood rt the owner is the user which the ticket is assigned to, or did I misunderstood something there? Are they usually the same? I think it's some kind of the standard approach, so the requestor stays always the same, but the owner is changing while the ticket will be solved. But my problem is as long as the requestor isn't the owner, the requestors can't see their tickets in their WebUI under open tickets, but I would like that they can see their tickets also when some of the admins or staff (privileged user) is assigned to their tickets. Is this possible? Do the tickets get created via email or WebUI? WebUI Regards Fabian Kenn LBNL On Thu, Jun 30, 2011 at 8:34 AM, Fabian Unfried funfr...@zebra.com wrote: Hi guys, just started with rt 4.0.1 and it is really great, but one question: Is there a way to show the tickets for the customers (unprivileged users) not only when they are assigned to it but also because they are the creator of a ticket? So to say I would like that a creator of a ticket can always see his/her ticket not only when he/she is assigned to his/her ticket. Thanks in advance. Regards, Fabian - CONFIDENTIAL- This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email. 2011 Training: http://bestpractical.com/services/training.html ATT1..txt -- Fabian Unfried Senior Software Engineer Zebra Enterprise Solutions Rossfelder Str. 65/5, 74564 Crailsheim, Germany T+49 7951 96360 F+49 7951 963611 funfr...@zebra.com www.zebra.com/zes WhereNet * proveo * Multispectral Solutions Managing Directors Zebra Enterprise Solutions GmbH: Phil Gerskovich, Gilles Pelzer, Michael Smiley Registered Office: Ulm, HRB 721672 VAT Number: DE225496806 2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT4 slow
Hi, I have tried to use RT4 an a new Debian Squeeze Install, with Varnish and Apache2, Mysql backend, but the RT is loading very slow - 7s. There is no networking problem, and the 7s loading time is displayed in the Apache logs. Is this a recurrent problem? Is it supposed to run that slow? Thanks, Paul 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
Fabian, The Creator of a ticket is in most cases the requestor unless they decided to change that by entering a different email address in the requestor field when a ticket is first created. I think the scenario you describing below will most likely be the creator == requestor. Customers should not be owners of a ticket (in all ticketing processes that I am aware of anyway), ownership should be assigned to those that can fix issue/supply information. If your customers are unprivileged users, then by default the web ui will present them with the Selfservice portal which by default list all their tickets that they have requested. Try to login as one of those unprivileged users to see the different interface you get. Hope that helps, Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Fabian Unfried Sent: 30 June 2011 16:34 To: rt-users@lists.bestpractical.com Subject: [rt-users] Show tickets depending on creator and not owner Hi guys, just started with rt 4.0.1 and it is really great, but one question: Is there a way to show the tickets for the customers (unprivileged users) not only when they are assigned to it but also because they are the creator of a ticket? So to say I would like that a creator of a ticket can always see his/her ticket not only when he/she is assigned to his/her ticket. Thanks in advance. Regards, Fabian - CONFIDENTIAL- This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
Yeah I can't recreate the issue there, perhaps I haven't created a large enough ticket. More likely though it is my configuration or data migration - I had to upgrade from 3.6 - 4.0 in one go. Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook this into a RT 4.0 install? This was done manually which I'm skeptical about. Thanks Sean On Wed, Jun 29, 2011 at 10:23:06PM +0100, Sean McDaid wrote: The ticket I am using as test case is a new ticket in the RT 4.0.1 installation. Make say 15 comments with 20 lines of text, within some of these comments keep the quoted text. Also to the comments add some attachments of different formats. Also add some transactions changing status/owner/impact/category etc. This should create a relatively large ticket - load this up with IE8 with scripting enabled. This takes a very long time, and window resizing also affects it. Would you find a ticket on issues.bestpractical.com (login using guest/guest) which shows the problem you're seeing? That will allow us to compare apples to apples. Thanks -kevin Sean OK so I've upgraded to 4.0.1 and the issue persists. Again when I turn off the scripts the problem is solved. Can you provide a simple test case that we can use to reproduce the problem? Thomas 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Certificate based access instead of username/pw
Hi, I would like to change standard access to RT from username/pw to certificates authorization. This is what I made in file: /usr/share/request-tracker3.8/etc/RT_Config.pm Set($WebExternalAuth, 1); Set($WebExternalAuthContinuous, 1); Set($WebFallbackToInternalAuth , undef); What next ? I got this information: SSLVerifyClient require SSLUserName SSL_CLIENT_S_DN_UID %u (remote user) logs as - for me, so is no help other than to indicate it's not working. But how i should read this info ? Of course I have all of the cert stuff working fine (required). Here is the link: rt.ige.psnc.pl https://r.ige.psnc.pl -- Best Regards, Adrian Stelmaszyk 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Certificate based access instead of username/pw
Hi, when I have Set($WebExternalAuth, 1); I'm not able to log in using user/pass. There is missing text box ;/ Any idea ? Best Regards Adrian 2011/7/1 Adrian Stel adisa...@gmail.com Hi, I would like to change standard access to RT from username/pw to certificates authorization. This is what I made in file: /usr/share/request-tracker3.8/etc/RT_Config.pm Set($WebExternalAuth, 1); Set($WebExternalAuthContinuous, 1); Set($WebFallbackToInternalAuth , undef); What next ? I got this information: SSLVerifyClient require SSLUserName SSL_CLIENT_S_DN_UID %u (remote user) logs as - for me, so is no help other than to indicate it's not working. But how i should read this info ? Of course I have all of the cert stuff working fine (required). Here is the link: rt.ige.psnc.pl https://r.ige.psnc.pl -- Best Regards, Adrian Stelmaszyk -- Pozdrawiam Adrian Stelmaszyk 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
Hi Roy, Fabian, The Creator of a ticket is in most cases the requestor unless they decided to change that by entering a different email address in the requestor field when a ticket is first created. I think the scenario you describing below will most likely be the creator == requestor. Yes, that's the way I'm using rt (have a look at my mail from 10:55 today :) ) Customers should not be owners of a ticket (in all ticketing processes that I am aware of anyway), ownership should be assigned to those that can fix issue/supply information. Yes, I agree, but e. g. a customer didn't told you everything you would like to know to solve an issue, you would need more information from that customer (so a customer is someone who can supply information), so in my opinion I would re-assign it to the customer/requestor, or is there another way in rt? And btw, if I don't assign a ticket to the requestor he can't see the ticket in the WebUI and that's why I'm writing to the list, so the question is, if you never assign a ticket to a customer/requestor, how will they ever know when an issue/ticket is solved? If your customers are unprivileged users, then by default the web ui will present them with the Selfservice portal which by default list all their tickets that they have requested. Try to login as one of those unprivileged users to see the different interface you get. Hmm, ok that's strange, if I'm logging in as an unprivileged user, I can't see the tickets I created with that user, only if I log in as an admin and assign it the that user. That's why I'm asking my questions here :s Is there anything I could have changed in the configuration, or do I have to set any special rights to the requestors or unprivileged users that they can see their created tickets and not only when they are assigned to them? Hope that helps, Regards; Roy Regards, Fabian Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Fabian Unfried Sent: 30 June 2011 16:34 To: rt-users@lists.bestpractical.com Subject: [rt-users] Show tickets depending on creator and not owner Hi guys, just started with rt 4.0.1 and it is really great, but one question: Is there a way to show the tickets for the customers (unprivileged users) not only when they are assigned to it but also because they are the creator of a ticket? So to say I would like that a creator of a ticket can always see his/her ticket not only when he/she is assigned to his/her ticket. Thanks in advance. Regards, Fabian - CONFIDENTIAL- This email and any files transmitted with it are confidential, and
Re: [rt-users] Show tickets depending on creator and not owner
On 07/01/2011 04:54 AM, Fabian Unfried wrote: I think it's some kind of the standard approach, so the requestor stays always the same, but the owner is changing while the ticket will be solved. But my problem is as long as the requestor isn't the owner, the requestors can't see their tickets in their WebUI under open tickets, but I would like that they can see their tickets also when some of the admins or staff (privileged user) is assigned to their tickets. Is this possible? Of course it's possible. Grant the appropriate rights to the Requestor role either at the queue level or globally. Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Certificate based access instead of username/pw
On 07/01/2011 07:02 AM, Adrian Stel wrote: when I have Set($WebExternalAuth, 1); I'm not able to log in using user/pass. There is missing text box ;/ You said you Set($WebFallbackToInternalAuth, undef) which means internal auth should never be used. Please read the doc for that option in etc/RT_Config.pm. As for your REMOTE_USER problem, you'll likely need to configure Apache to put something unique in there so RT can key on it. Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT4 slow
On 07/01/2011 06:07 AM, Paul PISCUC wrote: I have tried to use RT4 an a new Debian Squeeze Install, with Varnish and Apache2, Mysql backend, but the RT is loading very slow - 7s. There is no networking problem, and the 7s loading time is displayed in the Apache logs. Is this a recurrent problem? Is it supposed to run that slow? You're likely running into a one-time perf hit (per child) as we minimize the javascript. After all the children have it compressed, page times should drop significantly. Thomas 2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT 4.0.0 - ie hangs but firefox works well
Users are experiencing random hangs when using IE. Firefox and chrome seem to work well. I can't narrow down what causes the hangs, but on my own computer I had to reset IE to its default condition. That's not an option for most of our users. Has anyone else experienced this, and more importantly is there a better solution? Henry 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT 4.0.0 - ie hangs but firefox works well
On 07/01/2011 09:10 AM, Henry Angeles wrote: Users are experiencing random hangs when using IE. Firefox and chrome seem to work well. I can’t narrow down what causes the hangs, but on my own computer I had to reset IE to its default condition. That’s not an option for most of our users. Has anyone else experienced this, and more importantly is there a better solution? Please tell us the IE version. Can you provide any enlightenment on how we might reproduce this? Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
Hmm, ok, maybe I forgot to mention it's important that they can just see their own tickets and of course in the overview in the WebUI, could you tell me which rights are necessary for that? Currently my rt (demo-)system setup is: Global group rights: Everyone = no rights Privileged = all rights Unprivileged = CommentOnTicket, CreateTicket, ReplyToTicket, ShowArticle AdminCc = no rights Cc = no rights Owner = ReplyToTickets, SeeCustomField, ShowTicket Requestor = no rights User-defined group rights (all of my groups have the same rights setup): Everyone = SeeGroup, SeeGroupDashboard, ShowSavedSearches Privileged = all rights Unprivileged = SeeGroup, SeeGroupDashboard, ShowSavedSearches Queue group rights: Everyone = CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField Privileged = all rights Unprivileged = CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField AdminCc = no rights Cc = no rights Owner = CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField Requestor = CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField Is there anything wrong with this setup, any idea why my customers / unprivileged users can't see their own tickets as long as the tickets aren't assigned to them? They can't even access the tickets when they aren't assigned to/owner of them, rt won't let them because of missing rights. Regards, Fabian On 07/01/2011 04:54 AM, Fabian Unfried wrote: I think it's some kind of the standard approach, so the requestor stays always the same, but the owner is changing while the ticket will be solved. But my problem is as long as the requestor isn't the owner, the requestors can't see their tickets in their WebUI under open tickets, but I would like that they can see their tickets also when some of the admins or staff (privileged user) is assigned to their tickets. Is this possible? Of course it's possible. Grant the appropriate rights to the Requestor role either at the queue level or globally. Thomas 2011 Training: http://bestpractical.com/services/training.html -- Fabian Unfried Senior Software Engineer Zebra Enterprise Solutions Rossfelder Str. 65/5, 74564 Crailsheim, Germany T+49 7951 96360 F+49 7951 963611 funfr...@zebra.commailto:funfr...@zebra.com www.zebra.com/zeshttp://www.zebra.com/zes WhereNet * proveo * Multispectral Solutions Managing Directors Zebra Enterprise Solutions GmbH: Phil Gerskovich, Gilles Pelzer, Michael Smiley Registered Office: Ulm, HRB 721672 VAT Number: DE225496806 - CONFIDENTIAL- This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
On 07/01/2011 09:33 AM, Fabian Unfried wrote: Is there anything wrong with this setup, any idea why my customers / unprivileged users can't see their own tickets as long as the tickets aren't assigned to them? They can't even access the tickets when they aren't assigned to/owner of them, rt won't let them because of missing rights. You only gave ShowTicket to Owners (globally). If you want Requestors to be able to see their tickets, you need to grant them ShowTicket too. Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
Thanks for the quick reply, but that didn't help, still the same the customers (unprivileged users and creator/requestor of the tickets) can't see their tickets only if they are assigned to it :S Am 01.07.2011 um 15:36 schrieb Thomas Sibley: On 07/01/2011 09:33 AM, Fabian Unfried wrote: Is there anything wrong with this setup, any idea why my customers / unprivileged users can't see their own tickets as long as the tickets aren't assigned to them? They can't even access the tickets when they aren't assigned to/owner of them, rt won't let them because of missing rights. You only gave ShowTicket to Owners (globally). If you want Requestors to be able to see their tickets, you need to grant them ShowTicket too. Thomas 2011 Training: http://bestpractical.com/services/training.html -- Fabian Unfried Senior Software Engineer Zebra Enterprise Solutions Rossfelder Str. 65/5, 74564 Crailsheim, Germany T+49 7951 96360 F+49 7951 963611 funfr...@zebra.commailto:funfr...@zebra.com www.zebra.com/zeshttp://www.zebra.com/zes WhereNet * proveo * Multispectral Solutions Managing Directors Zebra Enterprise Solutions GmbH: Phil Gerskovich, Gilles Pelzer, Michael Smiley Registered Office: Ulm, HRB 721672 VAT Number: DE225496806 - CONFIDENTIAL- This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
On 07/01/2011 09:57 AM, Fabian Unfried wrote: Thanks for the quick reply, but that didn't help, still the same the customers (unprivileged users and creator/requestor of the tickets) can't see their tickets only if they are assigned to it :S This is entirely a rights configuration issue. If what I suggested didn't help, then you have another nonsensical rights problem. Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT 4.0.0 - ie hangs but firefox works well
I had the issue on both IE8 and IE9, windows seven x64. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Friday, July 01, 2011 9:34 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 4.0.0 - ie hangs but firefox works well On 07/01/2011 09:10 AM, Henry Angeles wrote: Users are experiencing random hangs when using IE. Firefox and chrome seem to work well. I can’t narrow down what causes the hangs, but on my own computer I had to reset IE to its default condition. That’s not an option for most of our users. Has anyone else experienced this, and more importantly is there a better solution? Please tell us the IE version. Can you provide any enlightenment on how we might reproduce this? Thomas 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT 4.0.0 - ie hangs but firefox works well
On 07/01/2011 10:05 AM, Henry Angeles wrote: I had the issue on both IE8 and IE9, windows seven x64. And my second question? We need something to go on here to have any idea of what might be the problem. Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
Hmm, ok, any idea where the problem could be, or which right(s) my problem could cause, or at least where I could get more information about that or anything else? I've tried a lot, but nothing did solve my problem, I even gave all general rights to all requestors I've found (queues, global, ...) and still I can't see my created tickets logged in as an unprivileged user, except the tickets are assigned to that user :S Am 01.07.2011 um 16:11 schrieb Thomas Sibley: On 07/01/2011 09:57 AM, Fabian Unfried wrote: Thanks for the quick reply, but that didn't help, still the same the customers (unprivileged users and creator/requestor of the tickets) can't see their tickets only if they are assigned to it :S This is entirely a rights configuration issue. If what I suggested didn't help, then you have another nonsensical rights problem. Thomas 2011 Training: http://bestpractical.com/services/training.html -- Fabian Unfried Senior Software Engineer Zebra Enterprise Solutions Rossfelder Str. 65/5, 74564 Crailsheim, Germany T+49 7951 96360 F+49 7951 963611 funfr...@zebra.commailto:funfr...@zebra.com www.zebra.com/zeshttp://www.zebra.com/zes WhereNet * proveo * Multispectral Solutions Managing Directors Zebra Enterprise Solutions GmbH: Phil Gerskovich, Gilles Pelzer, Michael Smiley Registered Office: Ulm, HRB 721672 VAT Number: DE225496806 - CONFIDENTIAL- This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT4 User.pm Overlay broken?
I have been trying to customize RT4 to match our old rt3 instance, one of the
items I need to modify is the sub _OverlayAccessible in lib/RT/User.pm
I have tried making a $rthome/local/lib/RT/User_Overlay.pm
$rthome/local/lib/RT/User_Local.pm $rthome/lib/RT/User_Overlay.pm and
$rthome/lib/RT/User_Local.pm file and none of them have changed which fields
are visible to non admin users. (I just want to make WorkPhone and Address1
visible) If I modify $rthome/lib/RT/User.pm directly the fields do show up as
visible but that is not how
http://requesttracker.wikia.com/wiki/CustomizingWithOverlays leads me to
believe it should be done and its messy on upgrades. The local overlay method
works in our rt38 production instance just fine.
Anyone have any luck using overlays? Did I miss something about RT4?
The contents of the file are as follows:
use strict;
no warnings qw(redefine);
### Redefine sub _Overlay Accessible to allow all users access to appropriate
fields so About this user can display users phone and address.
sub _OverlayAccessible {
{
Name= { public = 1, admin = 1 },
Password = { read = 0 },
EmailAddress = { public = 1 },
Organization = { public = 1, admin = 1 },
Address1 = { public = 1 },
WorkPhone = { public = 1 },
RealName = { public = 1 },
NickName = { public = 1, admin = 1 },
Lang = { public = 1 },
EmailEncoding = { public = 1 },
WebEncoding = { public = 1 },
ExternalContactInfoId = { public = 1, admin = 1 },
ContactInfoSystem = { public = 1, admin = 1 },
ExternalAuthId= { public = 1, admin = 1 },
AuthSystem= { public = 1, admin = 1 },
Gecos = { public = 1, admin = 1 },
PGPKey= { public = 1, admin = 1 },
}
}
1;
--
~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
The mind can make substance, and people planets of its own with beings
brighter than have been, and give a breath to forms which can outlive all
flesh. -Lord Byron
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
On Fri, Jul 01, 2011 at 02:41:22PM +0200, Fabian Unfried wrote: Hmm, ok that's strange, if I'm logging in as an unprivileged user, I can't see the tickets I created with that user, only if I log in as an admin and assign it the that user. That's why I'm asking my questions here :s Is there anything I could have changed in the configuration, or do I have to set any special rights to the requestors or unprivileged users that they can see their created tickets and not only when they are assigned to them? Hope that helps, Make sure Requestors have ShowTicket, and make sure your Unprivileged user is a requestor. Don't make the unprivileged user the owner -kevin pgpnVQwxayWd7.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT4 User.pm Overlay broken?
On Fri, Jul 01, 2011 at 10:45:32AM -0400, Shawn M Plummer wrote:
I have been trying to customize RT4 to match our old rt3 instance, one of the
items I need to modify is the sub _OverlayAccessible in lib/RT/User.pm
I have tried making a $rthome/local/lib/RT/User_Overlay.pm
$rthome/local/lib/RT/User_Local.pm $rthome/lib/RT/User_Overlay.pm and
$rthome/lib/RT/User_Local.pm file and none of them have changed which fields
are visible to non admin users. (I just want to make WorkPhone and Address1
visible) If I modify $rthome/lib/RT/User.pm directly the fields do show up as
visible but that is not how
http://requesttracker.wikia.com/wiki/CustomizingWithOverlays leads me to
believe it should be done and its messy on upgrades. The local overlay method
works in our rt38 production instance just fine.
Anyone have any luck using overlays? Did I miss something about RT4?
The contents of the file are as follows:
Add a package RT::User; line
-kevin
use strict;
no warnings qw(redefine);
### Redefine sub _Overlay Accessible to allow all users access to appropriate
fields so About this user can display users phone and address.
sub _OverlayAccessible {
{
Name= { public = 1, admin = 1 },
Password = { read = 0 },
EmailAddress = { public = 1 },
Organization = { public = 1, admin = 1 },
Address1 = { public = 1 },
WorkPhone = { public = 1 },
RealName = { public = 1 },
NickName = { public = 1, admin = 1 },
Lang = { public = 1 },
EmailEncoding = { public = 1 },
WebEncoding = { public = 1 },
ExternalContactInfoId = { public = 1, admin = 1 },
ContactInfoSystem = { public = 1, admin = 1 },
ExternalAuthId= { public = 1, admin = 1 },
AuthSystem= { public = 1, admin = 1 },
Gecos = { public = 1, admin = 1 },
PGPKey= { public = 1, admin = 1 },
}
}
1;
--
~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
The mind can make substance, and people planets of its own with beings
brighter than have been, and give a breath to forms which can outlive all
flesh. -Lord Byron
2011 Training: http://bestpractical.com/services/training.html
pgpqKYNJAJXVm.pgp
Description: PGP signature
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] CustomField - Mandatory not working
On Thu, Jun 30, 2011 at 01:41:46PM -0700, Kenneth Crocker wrote: I just ran across an odd occurence in a ticket. I have a Queue that uses several Custom Fields, only 1 of which is set to Mandatory for validation. Whil ein the ticket, I made changes to various ticket fields (none of them Cf's) and I got the expected error when I tried to save the ticket. When I modified one of the CF's and NOT the Mandatory one, the ticket was saved AND when I resolved it, it DID resolve. Has anyone else had this problem or am I alone on this and need to look at some other cause? Kenn You've neglected to tell us how you created the ticket, whether the ticket had a CF value set when you edited it, and why resolving a ticket would block on a mandatory CF. You must have written a scrip to do that. RT Custom Fields are only mandatory during create and because they don't allow you to unset them during editing. -kevin pgpNP2uPxxRgp.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Rich text/HTML RTFM articles?
Has anyone implemented rich text/HTML articles for RTFM? If so can you share your changes? Is anything like this planned for RT, or does it already exist and I'm not aware? Thanks! -Todd 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] configure scrip message in error_log
On Thu, Jun 30, 2011 at 02:16:35PM -0700, Brian Dugay wrote: Hi, I have inherited 2 instances of RT (v3.8.4) running on Mac OS X 10.5.8. One instance is logging scrip messages to the apache2 error_log. E.g. when an comment or correspondence action occurs, it is possible to see the scrip messages in one apache2 error_log but not the other. The RT_SiteConfig.pm's are configured the same with regard to logging. If you show the last line of the log messages, it'll contain something like (/opt/rt3/lib/RT/Action/SendEmail.pm:660) which tells you where the output is coming from. The line in the .pm file will tell you what log level it is logging at -kevin Set($LogToSyslog, 'warning'); Set($LogToScreen, 'info'); ## Set($LogToFile, undef); Set($LogDir, '/var/log'); Set($LogToFileNamed, 'rt.log'); #log to rt.log ## Set($LogStackTrace, ''); Set(@LogToSyslogConf, ()); The httpd.conf files are also configured similarly: ErrorLog logs/error_log LogLevel info Can anybody steer me in the right direction? pgpZozbjtM8B9.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
Ok, now I'm confused, I thought every user that haven't set the privileged flag is automatically an unprivileged user and a requestor is someone who creates a ticket and the owner is the user the ticket is assigned to, or isn't this correct? If it is like I described it, I'm fine with my setup. I've created a ticket with an unprivileged user called someone after that, I was able to see the overview of the ticket, but it doesn't appear in the overview of the opened tickets and if I tried to directly go to that ticket with its ticket id, a no permission message appears in rt besides I give globally unprivileged users ShowTicket, but then they can see also tickets from other unprivileged user which I do not want (but they still wont be shown in the open ticket overview). Am 01.07.2011 um 16:56 schrieb Kevin Falcone: On Fri, Jul 01, 2011 at 02:41:22PM +0200, Fabian Unfried wrote: Hmm, ok that's strange, if I'm logging in as an unprivileged user, I can't see the tickets I created with that user, only if I log in as an admin and assign it the that user. That's why I'm asking my questions here :s Is there anything I could have changed in the configuration, or do I have to set any special rights to the requestors or unprivileged users that they can see their created tickets and not only when they are assigned to them? Hope that helps, Make sure Requestors have ShowTicket, and make sure your Unprivileged user is a requestor. Don't make the unprivileged user the owner -kevin ATT1ATT2..txt -- Fabian Unfried Senior Software Engineer Zebra Enterprise Solutions Rossfelder Str. 65/5, 74564 Crailsheim, Germany T+49 7951 96360 F+49 7951 963611 funfr...@zebra.commailto:funfr...@zebra.com www.zebra.com/zeshttp://www.zebra.com/zes WhereNet * proveo * Multispectral Solutions Managing Directors Zebra Enterprise Solutions GmbH: Phil Gerskovich, Gilles Pelzer, Michael Smiley Registered Office: Ulm, HRB 721672 VAT Number: DE225496806 - CONFIDENTIAL- This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT4 User.pm Overlay broken?
Thanks for the help!
For those that find this later for RT4 you apparently need a
$rthome/local/lib/RT/User_Local.pm file with this contents to modify what
fields non admin users can view.
use strict;
no warnings qw(redefine);
package RT::User;
# Redefine sub _Overlay Accessible to allow all users access to appropriate
fields so About this user can display users phone and address.
sub _OverlayAccessible {
{
Name= { public = 1, admin = 1 },
Password = { read = 0 },
EmailAddress = { public = 1 },
Organization = { public = 1, admin = 1 },
Address1 = { public = 1, admin = 1 },
WorkPhone = { public = 1, admin = 1 },
RealName = { public = 1 },
NickName = { public = 1, admin = 1 },
Lang = { public = 1 },
EmailEncoding = { public = 1 },
WebEncoding = { public = 1 },
ExternalContactInfoId = { public = 1, admin = 1 },
ContactInfoSystem = { public = 1, admin = 1 },
ExternalAuthId= { public = 1, admin = 1 },
AuthSystem= { public = 1, admin = 1 },
Gecos = { public = 1, admin = 1 },
PGPKey= { public = 1, admin = 1 },
}
}
1;
On Jul 1, 2011, at 11:00 AM, Kevin Falcone wrote:
Add a package RT::User; line
-kevin
~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
The mind can make substance, and people planets of its own with beings
brighter than have been, and give a breath to forms which can outlive all
flesh. -Lord Byron
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT4 User.pm Overlay broken?
On Fri, Jul 01, 2011 at 11:24:03AM -0400, Shawn M Plummer wrote:
Thanks for the help!
For those that find this later for RT4 you apparently need a
$rthome/local/lib/RT/User_Local.pm file with this contents to modify what
fields non admin users can view.
great - I believe the wiki has also been updated
-kevin
use strict;
no warnings qw(redefine);
package RT::User;
# Redefine sub _Overlay Accessible to allow all users access to appropriate
fields so About this user can display users phone and address.
sub _OverlayAccessible {
{
Name= { public = 1, admin = 1 },
Password = { read = 0 },
EmailAddress = { public = 1 },
Organization = { public = 1, admin = 1 },
Address1 = { public = 1, admin = 1 },
WorkPhone = { public = 1, admin = 1 },
RealName = { public = 1 },
NickName = { public = 1, admin = 1 },
Lang = { public = 1 },
EmailEncoding = { public = 1 },
WebEncoding = { public = 1 },
ExternalContactInfoId = { public = 1, admin = 1 },
ContactInfoSystem = { public = 1, admin = 1 },
ExternalAuthId= { public = 1, admin = 1 },
AuthSystem= { public = 1, admin = 1 },
Gecos = { public = 1, admin = 1 },
PGPKey= { public = 1, admin = 1 },
}
}
1;
On Jul 1, 2011, at 11:00 AM, Kevin Falcone wrote:
Add a package RT::User; line
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Description: PGP signature
2011 Training: http://bestpractical.com/services/training.html
[rt-users] rt4, centos, and fastcgi
Hi. I just tried to upgrade to rt4 and I'm having the hardest time getting the web server to work. For rt3, I was using webmux.pl in my apache configuration. I'm on CentOS 5.5 and using Apache 2.2.3. I installed mod_fastcgi 2.4.6 from source. I've followed the example configurations in docs/web_deployment.pod for mod_fastcgi and mod_fcgid and both give me errors. I've heard good things about mod_fastcgi, so I would prefer to get that going. Here is my mod_fastcgi apache config LoadModule fastcgi_module modules/mod_fastcgi.so #FastCgiIpcDir /tmp FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 VirtualHost mysite.com ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi /Location /VirtualHost When I start apache, I get the following errors in /var/log/https/error_log [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] (13)Permission denied: FastCGI: failed to connect to server /opt/rt4/sbin/rt-server.fcgi: connect() failed [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) received from server /opt/rt4/sbin/rt-server.fcgi [Fri Jul 01 10:30:33 2011] [crit] (13)Permission denied: FastCGI: can't create server /opt/rt4/sbin/rt-server.fcgi: bind() failed [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013] Here's permissions for all files in that directory. I've temporarily changed permissions from 750 to 755, just to see if I could get it working, but that didn’t help. -=ls -lah /opt/rt4/sbin/ total 216K drwxr-xr-x 2 root root 4.0K Jul 1 08:55 . drwxr-xr-x 9 root rt 4.0K Jul 1 08:55 .. -rwxr-xr-x 1 root rt 3.6K Jul 1 08:55 rt-attributes-viewer -rwxr-xr-x 1 root rt 5.4K Jul 1 08:55 rt-clean-sessions -rwxr-xr-x 1 root rt 7.7K Jul 1 08:55 rt-dump-metadata -rwxr-xr-x 1 root rt 4.9K Jul 1 08:55 rt-email-dashboards -rwxr-xr-x 1 root rt12K Jul 1 08:55 rt-email-digest -rwxr-xr-x 1 root rt13K Jul 1 08:55 rt-email-group-admin -rwxr-xr-x 1 root rt12K Jul 1 08:55 rt-fulltext-indexer -rwxr-xr-x 1 root rt 7.9K Jul 1 08:55 rt-server -rwxr-xr-x 1 root rt 7.9K Jul 1 08:55 rt-server.fcgi -rwxr-xr-x 1 root rt 3.6K Jul 1 08:55 rt-session-viewer -rwxr-xr-x 1 root rt18K Jul 1 08:55 rt-setup-database -rwxr-xr-x 1 root rt22K Jul 1 08:55 rt-setup-fulltext-index -rwxr-xr-x 1 root rt 8.3K Jul 1 08:55 rt-shredder -rwxr-xr-x 1 root rt16K Jul 1 08:55 rt-test-dependencies -rwxr-xr-x 1 root rt38K Jul 1 08:55 rt-validator -rwxr-xr-x 1 root rt 7.9K Jul 1 08:55 standalone_httpd --- .:root@aspdev:. (/opt/rt3) -=groups apache apache : apache git rt gitweb Any ideas? Thanks -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Follow Ex Libris on Twitter: @exlibrisgrouphttp://twitter.com/ExLibrisGroup 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote: Yeah I can't recreate the issue there, perhaps I haven't created a large enough ticket. More likely though it is my configuration or data migration - I had to upgrade from 3.6 - 4.0 in one go. Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook this into a RT 4.0 install? This was done manually which I'm skeptical about. Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done. issues.bestpractical.com has been upgraded for many many years -kevin On Wed, Jun 29, 2011 at 10:23:06PM +0100, Sean McDaid wrote: The ticket I am using as test case is a new ticket in the RT 4.0.1 installation. Make say 15 comments with 20 lines of text, within some of these comments keep the quoted text. Also to the comments add some attachments of different formats. Also add some transactions changing status/owner/impact/category etc. This should create a relatively large ticket - load this up with IE8 with scripting enabled. This takes a very long time, and window resizing also affects it. Would you find a ticket on [1]issues.bestpractical.com (login using guest/guest) which shows the problem you're seeing? That will allow us to compare apples to apples. Thanks -kevin Sean OK so I've upgraded to 4.0.1 and the issue persists. Again when I turn off the scripts the problem is solved. Can you provide a simple test case that we can use to reproduce the problem? Thomas 2011 Training: [2]http://bestpractical.com/services/training.html References Visible links 1. http://issues.bestpractical.com/ 2. http://bestpractical.com/services/training.html pgpGXIKf0lXfy.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Ticket Lifetime Report
Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report . Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] CustomField - Mandatory not working
Kevin, Sorry. I created tickets via email. If I create the ticket via WebUI, then the Mandatory edit seems to kick in as it should. Your comment on what RT does during edit resolve pretty much answers my question. I'll write a scrip to reset the ticket status and send a notification when this happens. Thanks. OH. Quick question. In 4.01 does RT allow for user-defined error messages? In past versions it has been mentioned that we aren't able to get RT to display an error message of our own. Just curious. Kenn LBNL On Fri, Jul 1, 2011 at 8:06 AM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Jun 30, 2011 at 01:41:46PM -0700, Kenneth Crocker wrote: I just ran across an odd occurence in a ticket. I have a Queue that uses several Custom Fields, only 1 of which is set to Mandatory for validation. Whil ein the ticket, I made changes to various ticket fields (none of them Cf's) and I got the expected error when I tried to save the ticket. When I modified one of the CF's and NOT the Mandatory one, the ticket was saved AND when I resolved it, it DID resolve. Has anyone else had this problem or am I alone on this and need to look at some other cause? Kenn You've neglected to tell us how you created the ticket, whether the ticket had a CF value set when you edited it, and why resolving a ticket would block on a mandatory CF. You must have written a scrip to do that. RT Custom Fields are only mandatory during create and because they don't allow you to unset them during editing. -kevin 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] CustomField - Mandatory not working
On Fri, Jul 01, 2011 at 09:35:45AM -0700, Kenneth Crocker wrote: OH. Quick question. In 4.01 does RT allow for user-defined error messages? In past versions it has been mentioned that we aren't able to get RT to display an error message of our own. Just curious. No, you cannot pass warnings from Scrips into the web UI in 4.0.1 -kevin pgpmJudAy4AvA.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
Fabian, First of all, the Creator does NOT have to be the Requestor. When creating a new ticket via WebUI, just override the UserID/Email Address to represent the person who wants the work to be done. RT will STILL maintain the creators UserID. Second, all you have to do is grant SeeQueue and ShowTicket to the Requestor role at whatever level you need this (Queue or Global). You might want to add ReplyToTicket as well if you want them to be able to add continuing thoughts (by sending an email to the same Queue address with the ticket number referenced in the subject line) at any time while the ticket is open. I just gave some basic concepts about rights in this list just awhile ago. Hope this helps. Kenn LBNL On Fri, Jul 1, 2011 at 1:49 AM, Fabian Unfried funfr...@zebra.com wrote: Hi Kenn, Fabian, What is the relationship of your creator and the ticket Owner and the ticket Requestor? Creator = Requestor (sorry, I guess that made my question a bit confusing) As far as I understood rt the owner is the user which the ticket is assigned to, or did I misunderstood something there? Are they usually the same? I think it's some kind of the standard approach, so the requestor stays always the same, but the owner is changing while the ticket will be solved. But my problem is as long as the requestor isn't the owner, the requestors can't see their tickets in their WebUI under open tickets, but I would like that they can see their tickets also when some of the admins or staff (privileged user) is assigned to their tickets. Is this possible? Do the tickets get created via email or WebUI? WebUI Regards Fabian Kenn LBNL On Thu, Jun 30, 2011 at 8:34 AM, Fabian Unfried funfr...@zebra.comwrote: Hi guys, just started with rt 4.0.1 and it is really great, but one question: Is there a way to show the tickets for the customers (unprivileged users) not only when they are assigned to it but also because they are the creator of a ticket? So to say I would like that a creator of a ticket can always see his/her ticket not only when he/she is assigned to his/her ticket. Thanks in advance. Regards, Fabian - CONFIDENTIAL- This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email. 2011 Training: http://bestpractical.com/services/training.html ATT1..txt -- Fabian Unfried Senior Software Engineer Zebra Enterprise Solutions Rossfelder Str. 65/5, 74564 Crailsheim, Germany T+49 7951 96360 F+49 7951 963611 funfr...@zebra.com www.zebra.com/zes WhereNet * proveo * Multispectral Solutions Managing Directors Zebra Enterprise Solutions GmbH: Phil Gerskovich, Gilles Pelzer, Michael Smiley Registered Office: Ulm, HRB 721672 VAT Number: DE225496806 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] rt4, centos, and fastcgi
mod_fastcgi and mod_fcgid require different configurations. We haven't used mod_fastcgi in quite some time, but here is our config for mod_fcgid: LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing IfModule !mod_fastcgi.c AddHandler fcgid-script fcg fcgi fpl /IfModule # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ Since you have your RT instance inside a virtual host entry, your FastCgiServer directive should also be inside that virtual host entry. On Fri, Jul 1, 2011 at 10:52 AM, John Alberts john.albe...@exlibrisgroup.com wrote: Hi. I just tried to upgrade to rt4 and I'm having the hardest time getting the web server to work. For rt3, I was using webmux.pl in my apache configuration. I'm on CentOS 5.5 and using Apache 2.2.3. I installed mod_fastcgi 2.4.6 from source. I've followed the example configurations in docs/web_deployment.pod for mod_fastcgi and mod_fcgid and both give me errors. I've heard good things about mod_fastcgi, so I would prefer to get that going. Here is my mod_fastcgi apache config LoadModule fastcgi_module modules/mod_fastcgi.so #FastCgiIpcDir /tmp FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 VirtualHost mysite.com ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi /Location /VirtualHost When I start apache, I get the following errors in /var/log/https/error_log [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] (13)Permission denied: FastCGI: failed to connect to server /opt/rt4/sbin/rt-server.fcgi: connect() failed [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) received from server /opt/rt4/sbin/rt-server.fcgi [Fri Jul 01 10:30:33 2011] [crit] (13)Permission denied: FastCGI: can't create server /opt/rt4/sbin/rt-server.fcgi: bind() failed [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013] -- James Moseley 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] rt4, centos, and fastcgi
Thanks. I'll have to give this a try later tonight when I can have some downtime. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgrouphttp://twitter.com/ExLibrisGroup From: James Moseley jmose...@corp.xanadoo.commailto:jmose...@corp.xanadoo.com Date: Fri, 1 Jul 2011 11:50:39 -0500 To: John Alberts john.albe...@exlibrisgroup.commailto:john.albe...@exlibrisgroup.com Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt4, centos, and fastcgi mod_fastcgi and mod_fcgid require different configurations. We haven't used mod_fastcgi in quite some time, but here is our config for mod_fcgid: LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing IfModule !mod_fastcgi.c AddHandler fcgid-script fcg fcgi fpl /IfModule # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ Since you have your RT instance inside a virtual host entry, your FastCgiServer directive should also be inside that virtual host entry. On Fri, Jul 1, 2011 at 10:52 AM, John Alberts john.albe...@exlibrisgroup.commailto:john.albe...@exlibrisgroup.com wrote: Hi. I just tried to upgrade to rt4 and I'm having the hardest time getting the web server to work. For rt3, I was using webmux.plhttp://webmux.pl in my apache configuration. I'm on CentOS 5.5 and using Apache 2.2.3. I installed mod_fastcgi 2.4.6 from source. I've followed the example configurations in docs/web_deployment.pod for mod_fastcgi and mod_fcgid and both give me errors. I've heard good things about mod_fastcgi, so I would prefer to get that going. Here is my mod_fastcgi apache config LoadModule fastcgi_module modules/mod_fastcgi.so #FastCgiIpcDir /tmp FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 VirtualHost mysite.comhttp://mysite.com ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi /Location /VirtualHost When I start apache, I get the following errors in /var/log/https/error_log [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] (13)Permission denied: FastCGI: failed to connect to server /opt/rt4/sbin/rt-server.fcgi: connect() failed [Fri Jul 01 10:30:32 2011] [error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes) received from server /opt/rt4/sbin/rt-server.fcgi [Fri Jul 01 10:30:33 2011] [crit] (13)Permission denied: FastCGI: can't create server /opt/rt4/sbin/rt-server.fcgi: bind() failed [/etc/httpd/logs/fastcgi/f758b05f8779532382e3166ad1890013] -- James Moseley 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
I have the same problem. I had rt4.0.0 and upgraded to 4.0.1 and I get similar issues in both. Firefox works fine, but IE8.0 seems to have issues just going to the RT at a glance page I start getting problems. 4.0.0 would work for a while and eventually lock up, 4.0.1 seems to lock up pretty quickly after I log in, sometimes before I have a chance to go to a ticket. Just like others have said, if I disable active scripts then it works fine. If I re-enable them it pretty much dies within a page or two. Debugging on RT does not show anything exciting. How can I log into issues.bestpractical.com? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, July 01, 2011 12:21 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote: Yeah I can't recreate the issue there, perhaps I haven't created a large enough ticket. More likely though it is my configuration or data migration - I had to upgrade from 3.6 - 4.0 in one go. Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook this into a RT 4.0 install? This was done manually which I'm skeptical about. Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done. issues.bestpractical.com has been upgraded for many many years -kevin PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
On Fri, Jul 01, 2011 at 02:18:15PM -0400, Christopher Lasater wrote: I have the same problem. I had rt4.0.0 and upgraded to 4.0.1 and I get similar issues in both. Firefox works fine, but IE8.0 seems to have issues just going to the RT at a glance page I start getting problems. 4.0.0 would work for a while and eventually lock up, 4.0.1 seems to lock up pretty quickly after I log in, sometimes before I have a chance to go to a ticket. Just like others have said, if I disable active scripts then it works fine. If I re-enable them it pretty much dies within a page or two. Debugging on RT does not show anything exciting. How can I log into issues.bestpractical.com? As I mentioned earlier in the thread, guest/guest -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, July 01, 2011 12:21 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote: Yeah I can't recreate the issue there, perhaps I haven't created a large enough ticket. More likely though it is my configuration or data migration - I had to upgrade from 3.6 - 4.0 in one go. Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook this into a RT 4.0 install? This was done manually which I'm skeptical about. Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done. issues.bestpractical.com has been upgraded for many many years -kevin -BEGIN PGP SIGNATURE- Version: 10.1.0 (Build 860) iQEVAwUBTg4PZ3UEnna91A87AQiZmQgAzzgdzpdyHs2g0F6tklgaRqvqMRKVm+HI d1CJbycp9WJcoEybvqFOniR3R9GZZ7BwKL6AiTZpSaGJ8uetbcpmUafqnrmDmPFq qgvtSi0xaYWT/T4XkJIR0GOWHig/f1VFtLZL30ni2TrnJQKW5qoTPs9cbVIKx2pN mXCmTm8cEFR3yuP8nanM60wtQ7g+Y5k3gT8ZsZ+fo6KC+OKkbOj9QlWLGtsPYa9q EjtE6SmZns18qSoSPujYeu7NHVbCv4FyBk/Vk/wuttkrSRkyFTOeFoFboTnljB3f omSzxWsCk9g/2mAfQzb78VfKgHmXx7s17hoGzcTjM87oyRk4f4lGcA== =rY5r -END PGP SIGNATURE- pgpNRZ18wmY7j.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
I do not have any problems with the issues.bestpractical.com and IE8. Are there any settings there that might make it more stable? My original install was 4.0.0 and I ran the rt-setup-database command and read through all the upgrade documentation. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, July 01, 2011 2:31 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Fri, Jul 01, 2011 at 02:18:15PM -0400, Christopher Lasater wrote: I have the same problem. I had rt4.0.0 and upgraded to 4.0.1 and I get similar issues in both. Firefox works fine, but IE8.0 seems to have issues just going to the RT at a glance page I start getting problems. 4.0.0 would work for a while and eventually lock up, 4.0.1 seems to lock up pretty quickly after I log in, sometimes before I have a chance to go to a ticket. Just like others have said, if I disable active scripts then it works fine. If I re-enable them it pretty much dies within a page or two. Debugging on RT does not show anything exciting. How can I log into issues.bestpractical.com? As I mentioned earlier in the thread, guest/guest -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, July 01, 2011 12:21 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote: Yeah I can't recreate the issue there, perhaps I haven't created a large enough ticket. More likely though it is my configuration or data migration - I had to upgrade from 3.6 - 4.0 in one go. Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook this into a RT 4.0 install? This was done manually which I'm skeptical about. Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done. issues.bestpractical.com has been upgraded for many many years -kevin -BEGIN PGP SIGNATURE- Version: 10.1.0 (Build 860) iQEVAwUBTg4PZ3UEnna91A87AQiZmQgAzzgdzpdyHs2g0F6tklgaRqvqMRKVm+HI d1CJbycp9WJcoEybvqFOniR3R9GZZ7BwKL6AiTZpSaGJ8uetbcpmUafqnrmDmPFq qgvtSi0xaYWT/T4XkJIR0GOWHig/f1VFtLZL30ni2TrnJQKW5qoTPs9cbVIKx2pN mXCmTm8cEFR3yuP8nanM60wtQ7g+Y5k3gT8ZsZ+fo6KC+OKkbOj9QlWLGtsPYa9q EjtE6SmZns18qSoSPujYeu7NHVbCv4FyBk/Vk/wuttkrSRkyFTOeFoFboTnljB3f omSzxWsCk9g/2mAfQzb78VfKgHmXx7s17hoGzcTjM87oyRk4f4lGcA== =rY5r -END PGP SIGNATURE- PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
On Fri, Jul 01, 2011 at 02:49:03PM -0400, Christopher Lasater wrote: I do not have any problems with the issues.bestpractical.com and IE8. Are there any settings there that might make it more stable? My original install was 4.0.0 and I ran the rt-setup-database command and read through all the upgrade documentation. You've not told us anything about your configuration, which means I can't really compare issues.bestpractical.com to your install. issues.bestpractical.com is a pretty vanilla install of RT. Tell us more about how you've configured RT -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, July 01, 2011 2:31 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Fri, Jul 01, 2011 at 02:18:15PM -0400, Christopher Lasater wrote: I have the same problem. I had rt4.0.0 and upgraded to 4.0.1 and I get similar issues in both. Firefox works fine, but IE8.0 seems to have issues just going to the RT at a glance page I start getting problems. 4.0.0 would work for a while and eventually lock up, 4.0.1 seems to lock up pretty quickly after I log in, sometimes before I have a chance to go to a ticket. Just like others have said, if I disable active scripts then it works fine. If I re-enable them it pretty much dies within a page or two. Debugging on RT does not show anything exciting. How can I log into issues.bestpractical.com? As I mentioned earlier in the thread, guest/guest -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, July 01, 2011 12:21 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote: Yeah I can't recreate the issue there, perhaps I haven't created a large enough ticket. More likely though it is my configuration or data migration - I had to upgrade from 3.6 - 4.0 in one go. Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook this into a RT 4.0 install? This was done manually which I'm skeptical about. Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done. issues.bestpractical.com has been upgraded for many many years pgpVxRQ8eUJh9.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be interested in. Problem occurs with or without IE compatibility mode. VirtualHost server.example.com:80 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 Set( $rtname, 'server.example.com'); Set ($WebPath , ); Set ($WebBaseUrl , server.example.com:80); Set ($WebURL , http://server.example.com/;); Set ($WebDomain, server.example.com); Obviosly I changed my servername to server.example.com all FQDN PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] rt4, centos, and fastcgi
I gave it another try using fcgid and now I have errors about running it being configured to run on the wrong port, which makes no sense. Here is the apache error log [Fri Jul 01 13:58:24 2011] [warn] module fcgid_module is already loaded, skipping [Fri Jul 01 13:58:24 2011] [notice] Digest: generating secret for digest authentication ... [Fri Jul 01 13:58:24 2011] [notice] Digest: done [Fri Jul 01 13:58:24 2011] [notice] Apache/2.2.3 (CentOS) configured -- resuming normal operations [Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul 1 18:58:27 2011] [warn]: The actual SERVER_PORT (80) does NOT match the configured WebPort (443). Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1079) [Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul 1 18:58:27 2011] [warn]: The actual SERVER_NAME (aspdev.hosted.exlibrisgroup.com) does NOT match the configured WebDomain (helpdesk.hosted.exlibrisgroup.com). Perhaps you should Set($WebDomain, 'aspdev.hosted.exlibrisgroup.com'); in R [Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: T_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1092) [Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: [Fri Jul 1 18:58:27 2011] [warn]: The actual SCRIPT_NAME () does NOT match the configured WebPath (/rt4). Perhaps you should Set($WebPath, ''); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097) [Fri Jul 01 13:59:04 2011] [notice] caught SIGTERM, shutting down [Fri Jul 01 13:59:04 2011] [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(22499) exit(shutting down), get stop signal 15 [Fri Jul 01 13:59:19 2011] [notice] Digest: generating secret for digest authentication ... [Fri Jul 01 13:59:19 2011] [notice] Digest: done [Fri Jul 01 13:59:20 2011] [notice] Apache/2.2.3 (CentOS) configured -- resuming normal operations You can see above, after I remove the rt4.conf file, apache works fine. Here is my fcgid configuration for RT. When yum installed fcgid, it created a fcgid.conf file, so I'm showing that as well. -=cat fcgid.conf # This is the Apache server configuration file for providing FastCGI support # through mod_fcgid # # Documentation is available at http://fastcgi.coremail.cn/doc.htm LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing IfModule !mod_fastcgi.c AddHandler fcgid-script fcg fcgi fpl /IfModule # Sane place to put sockets and shared memory file SocketPath /var/run/mod_fcgid SharememPath /var/run/mod_fcgid/fcgid_shm --- .:root@aspdev:. (/etc/httpd/conf.d) -=cat rt4.conf LoadModule fcgid_module modules/mod_fcgid.so VirtualHost helpdesk.hosted.exlibrisgroup.com ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot /opt/rt4/share/html Location /rt4 Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi /Location /VirtualHost If I remove the rt4.conf file and restart the server, apache works fine and all of my other sites work just fine, even with ssl. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgrouphttp://twitter.com/ExLibrisGroup From: John Alberts john.albe...@exlibrisgroup.commailto:john.albe...@exlibrisgroup.com Date: Fri, 1 Jul 2011 18:15:12 + To: James Moseley jmose...@corp.xanadoo.commailto:jmose...@corp.xanadoo.com Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt4, centos, and fastcgi Thanks. I'll have to give this a try later tonight when I can have some downtime. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgrouphttp://twitter.com/ExLibrisGroup From: James Moseley jmose...@corp.xanadoo.commailto:jmose...@corp.xanadoo.com Date: Fri, 1 Jul 2011 11:50:39 -0500 To: John Alberts john.albe...@exlibrisgroup.commailto:john.albe...@exlibrisgroup.com Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt4, centos, and fastcgi mod_fastcgi and mod_fcgid require different
Re: [rt-users] Ticket Lifetime Report
Very nice. Thank you. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgrouphttp://twitter.com/ExLibrisGroup From: Ryan Frantz ryanfra...@informed-llc.commailto:ryanfra...@informed-llc.com Date: Fri, 1 Jul 2011 12:28:56 -0400 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] Ticket Lifetime Report Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.commailto:ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket Lifetime Report
Hi Ryan, We were looking for this type of report, but with some difference... Instead of calculate created to resolved time, we are looking for a created to open time approach. This is because our SLA's are based on time to reply instead of time to resolution. Can you please point me in the right direction to modify the script so to reflect this? Many Thanks, Seb.- On Fri, Jul 1, 2011 at 4:09 PM, John Alberts john.albe...@exlibrisgroup.com wrote: Very nice. Thank you. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgroup From: Ryan Frantz ryanfra...@informed-llc.com Date: Fri, 1 Jul 2011 12:28:56 -0400 To: rt-users@lists.bestpractical.com Subject: [rt-users] Ticket Lifetime Report Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100% everything works fine. The second I try to zoom its freezes and if I am at 115%, which was my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy in Firefox without experiencing any problems. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be interested in. Problem occurs with or without IE compatibility mode. VirtualHost server.example.com:80 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 Set( $rtname, 'server.example.com'); Set ($WebPath , ); Set ($WebBaseUrl , server.example.com:80); Set ($WebURL , http://server.example.com/;); Set ($WebDomain, server.example.com); Obviosly I changed my servername to server.example.com all FQDN PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] rt4, centos, and fastcgi
You don't need both an RT4 and a fcgid conf file. Paste exactly what I put in my previous reply (correcting for obvious path differences) into, say, a file named rt.conf and then rename your current RT-associated config files to something like rt4.conf.old and fcgid.conf.old then restart. Let's try to get it to work outside of a virtual host first then let's examine the errors. You should also set the following (or something like it) in your site config file. Set($WebPath , /rt); Set($WebBaseURL , https://actual server name); Set($WebImagesURL , $WebPath . /NoAuth/images/); Once you get this working, then you can try mucking around with a virtual host. Note, that I'm also running /opt/rt3/bin/mason_handler.fcgi vs. sbin/rt-server.fcgi. Obviously, I'm still running RT3 and I haven't read the documentation about fast CGI use under RT4. On Fri, Jul 1, 2011 at 2:08 PM, John Alberts john.albe...@exlibrisgroup.com wrote: I gave it another try using fcgid and now I have errors about running it being configured to run on the wrong port, which makes no sense. Here is the apache error log [Fri Jul 01 13:58:24 2011] [warn] module fcgid_module is already loaded, skipping [Fri Jul 01 13:58:24 2011] [notice] Digest: generating secret for digest authentication ... [Fri Jul 01 13:58:24 2011] [notice] Digest: done [Fri Jul 01 13:58:24 2011] [notice] Apache/2.2.3 (CentOS) configured -- resuming normal operations [Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul 1 18:58:27 2011] [warn]: The actual SERVER_PORT (80) does NOT match the configured WebPort (443). Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1079) [Fri Jul 01 13:58:27 2011] [warn] mod_fcgid: stderr: [Fri Jul 1 18:58:27 2011] [warn]: The actual SERVER_NAME (aspdev.hosted.exlibrisgroup.com) does NOT match the configured WebDomain (helpdesk.hosted.exlibrisgroup.com). Perhaps you should Set($WebDomain, 'aspdev.hosted.exlibrisgroup.com'); in R [Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: T_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1092) [Fri Jul 01 13:58:31 2011] [warn] mod_fcgid: stderr: [Fri Jul 1 18:58:27 2011] [warn]: The actual SCRIPT_NAME () does NOT match the configured WebPath (/rt4). Perhaps you should Set($WebPath, ''); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1097) [Fri Jul 01 13:59:04 2011] [notice] caught SIGTERM, shutting down [Fri Jul 01 13:59:04 2011] [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(22499) exit(shutting down), get stop signal 15 [Fri Jul 01 13:59:19 2011] [notice] Digest: generating secret for digest authentication ... [Fri Jul 01 13:59:19 2011] [notice] Digest: done [Fri Jul 01 13:59:20 2011] [notice] Apache/2.2.3 (CentOS) configured -- resuming normal operations You can see above, after I remove the rt4.conf file, apache works fine. Here is my fcgid configuration for RT. When yum installed fcgid, it created a fcgid.conf file, so I'm showing that as well. -=cat fcgid.conf # This is the Apache server configuration file for providing FastCGI support # through mod_fcgid # # Documentation is available at http://fastcgi.coremail.cn/doc.htm LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing IfModule !mod_fastcgi.c AddHandler fcgid-script fcg fcgi fpl /IfModule # Sane place to put sockets and shared memory file SocketPath /var/run/mod_fcgid SharememPath /var/run/mod_fcgid/fcgid_shm --- .:root@aspdev:. (/etc/httpd/conf.d) -=cat rt4.conf LoadModule fcgid_module modules/mod_fcgid.so VirtualHost helpdesk.hosted.exlibrisgroup.com ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot /opt/rt4/share/html Location /rt4 Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi /Location /VirtualHost If I remove the rt4.conf file and restart the server, apache works fine and all of my other sites work just fine, even with ssl. -- James Moseley 610-934-7307 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket Lifetime Report
- Original Message - From: seb...@gmail.com To: Ryan Frantz ryanfra...@informed-llc.com, rt-users@lists.bestpractical.com Sent: Friday, July 1, 2011 3:16:20 PM Subject: Re: [rt-users] Ticket Lifetime Report Hi Ryan, We were looking for this type of report, but with some difference... Instead of calculate created to resolved time, we are looking for a created to open time approach. This is because our SLA's are based on time to reply instead of time to resolution. Can you please point me in the right direction to modify the script so to reflect this? Seb, I've only just started hacking RT, but I believe you'll need to iterate over the transactions for a given ticket to find a transaction type of 'Status' and check it's OldValue for 'new' and a NewValue of 'open', then read the Created field (I'm assuming it returns an RT::Date object). Interestingly, I am looking to report on the same service level so I may have something written for this as well. I'll race you to the finish... Ryan Many Thanks, Seb.- On Fri, Jul 1, 2011 at 4:09 PM, John Alberts john.albe...@exlibrisgroup.com wrote: Very nice. Thank you. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgroup From: Ryan Frantz ryanfra...@informed-llc.com Date: Fri, 1 Jul 2011 12:28:56 -0400 To: rt-users@lists.bestpractical.com Subject: [rt-users] Ticket Lifetime Report Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket Lifetime Report
Hi Ryan, great to hear you need the same report, cause I'm very limited in RT hacking. I'll be waiting for that script when you get it done. Thx, Seb.- On Fri, Jul 1, 2011 at 4:43 PM, Ryan Frantz ryanfra...@informed-llc.com wrote: - Original Message - From: seb...@gmail.com To: Ryan Frantz ryanfra...@informed-llc.com, rt-users@lists.bestpractical.com Sent: Friday, July 1, 2011 3:16:20 PM Subject: Re: [rt-users] Ticket Lifetime Report Hi Ryan, We were looking for this type of report, but with some difference... Instead of calculate created to resolved time, we are looking for a created to open time approach. This is because our SLA's are based on time to reply instead of time to resolution. Can you please point me in the right direction to modify the script so to reflect this? Seb, I've only just started hacking RT, but I believe you'll need to iterate over the transactions for a given ticket to find a transaction type of 'Status' and check it's OldValue for 'new' and a NewValue of 'open', then read the Created field (I'm assuming it returns an RT::Date object). Interestingly, I am looking to report on the same service level so I may have something written for this as well. I'll race you to the finish... Ryan Many Thanks, Seb.- On Fri, Jul 1, 2011 at 4:09 PM, John Alberts john.albe...@exlibrisgroup.com wrote: Very nice. Thank you. -- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Phone: 1-219-979-6560 Follow Ex Libris on Twitter: @exlibrisgroup From: Ryan Frantz ryanfra...@informed-llc.com Date: Fri, 1 Jul 2011 12:28:56 -0400 To: rt-users@lists.bestpractical.com Subject: [rt-users] Ticket Lifetime Report Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket Lifetime Report
The RT guys also work on something similar. Have a look at the 4.2/date-time-improvements-in-charts branch at github: https://github.com/bestpractical/rt/commits/4.2%2Fdate-time-improvements-in-charts -Chris Am 01.07.2011 18:28, schrieb Ryan Frantz: Fellow Users, I've written a short script that will generate a simple report illustrating the lifetime of resolved tickets. It's useful for determining if your support desk is meeting service levels (i.e. tickets resolved in = 7 days). I plan on taking it further in the near future including adding email support and integrating it into the web interface. For now, you can see/get the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. Ryan Frantz Technical Services Director InforMed, LLC 410-972-2025 x2131 ryanfra...@informed-llc.com 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
