[rt-users] RT 4.0.2 too much CPU hungry !
Hi all, i've installed RT 4.0.2 in my office over a Debian. Here's apache2 SSL config: IfModule mod_ssl.c VirtualHost _default_:443 ServerAdmin webmaster@localhost AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all /Location SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server PerlSetVar MasonStaticSource true PerlSetVar MasonBufferPreallocateSize 2048000 PerlSetVar MasonDataCacheDefaults cache_class= MemoryCache, cache_depth = 4 PerlSetVar MasonPreloads '/Elements/*' Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl Directory / Options FollowSymLinks AllowOverride None /Directory Directory /opt/rt4/share/html Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all /Directory and this is RT_SiteConfig.pm: root@centralino:/opt/rt4/etc# cat RT_SiteConfig.pm ... Set($WebPort, 443); Set( @Plugins, qw(RT::Extension::JSGantt RTx::Calendar) ); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); ... We use LDAP for external auth and all RT works under SSL for security reason. The problem is that our apache2 istance use almost 100% of CPU and over 1GByte of RAM (plus some swap...): PID USER PR NI VIRT RES SHR S %CPU %MEMTIME+ COMMAND 6984 www-data 20 0 87936 62m 4016 R 99.4 6.1 0:07.03 apache2 7012 root 20 0 2436 1136 896 R 0.7 0.1 0:00.14 top and web is very slow responsiveness... Any hint ? Michele -- Michele Pinassi Servizio Reti, Sistemi e Sicurezza Informatica Università degli Studi di Siena tel: 0577.(23)2169 https://sites.google.com/a/unisi.it/o-zone/ signature.asc Description: OpenPGP digital signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Default value's on creation
Hi,
I have a simple scrip that sets some default values during the creation of a
ticket.
The problem witht his scrip is that it's a little rough, it sets the values
even when somoen manually creates a ticket and fills in the fields (they get
overwritten).
Because of that I want the scrip to first check if the field isn't set
already, with that I'm kinda having a problem, checking if the field is NULL
doesn't seem to work...
What's the best way for checking if a Custom Field (in this case) isn't set?
I've tried these options but they don't seem to work:
Check if the field is empty:
if($self-TicketObj-FirstCustomFieldValue(Field = 'Type') = 'NULL') { do
something };
Since this field could contain the option Problem this if statement does
something when the ticket is set to Problem (for testing, but this doesn't
seem to work either):
if($self-TicketObj-FirstCustomFieldValue(Field = 'Type') =~ /^P/) { do
something );
And a bunch of varaiaties where I\ve either bumped against issues of syntax
not being recognised, etc. (things like neq, !=, NULL without quotes, etc.).
Does anyone have an example on how to do something similar? (check if a CF
is empty, if so then fill it with a value)
-- Bart
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[rt-users] Communicating with other RT systems
Hi again (want to keep the subjects seperate), We have a situation where one of our suppliers also uses RT, but when either of us send an e-mail from RT to the other (with the purpose of creating a new ticket) we don't receive an Autoreply with the ticket number of hte other side. The ticket however is created, RT simply doesn't reply. We believe it's because of the headers that the sending RT system sends (assumption), mainly these headers are suspect: Precedence: bulk RT-Squelch-Replies-To We have no idea on where to look. We did however try this option in the RT_SiteConfig.pm but that didn't seem to change anything (although we might be wrong about that): Should RT redistribute correspondence that it identifies as machine generated? A 1 will do so; setting this to 0 will cause no such messages to be redistributed. You can also use 'privileged' (the default), which will redistribute only to privileged users. This helps to protect against malformed bounces and loops caused by auto-created requestors with bogus addresses. =cut Set($RedistributeAutoGeneratedMessages, privileged); We've set that one to 1 to always redistribute, but it didn't seem to do much good (so we've set it back to default). We'd like to solve this, would be nice to know each others ticket number upon creation ;) Any ideas? -- Bart RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom Status 4.0.2
Should there be a comma after the closing brace preceding that line?
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Randy Black
Sent: Monday, October 10, 2011 5:08 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Custom Status 4.0.2
Using the sample, my config fails to load - it says it fails on line 98 which
would correspond with the defaults = { line (notice the S on defaults, not
the default line).
This example was found @
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki is
wrong, I read and implemented something wrong or my sample is wrong
Randy
Set(%Lifecycles,
default = {
initial = [ 'new' ],
active = [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing',
'stalled' ],
inactive = [ 'resolved', 'rejected', 'deleted' ],
}
defaults = {
on_create = 'new',
on_merge = 'resolved',
approved = 'open',
denied= 'rejected',
},
[snip]
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Re: [rt-users] RT and Kerberos SSO
On Mon, Oct 10, 2011 at 08:31:14AM +0200, jm130794 wrote: Hello, I try to authenticate my users with Kerberos. In my RT_SiteConfig.pm, I have : Kerberos usually implies mod_auth_kerb, not RT::Authen::ExternalAuth. ... My problem : now, I can't connect to RT (Web interface) with my account which is already created. I get this : Error Cannot create user : Name in use What's in your error logs? Make sure you turn your logging up to debug. -kevin pgpazbk3b6wH0.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Contact Details Permissions
On Mon, Oct 10, 2011 at 03:06:38PM +0100, Richard Clark wrote: Just before I go off and start creating some custom fields and scrips, I wanted to get some opinions and views on how people are handling viewing of contact details for users. RT privileges seem to be lacking in this area - essentially what I want is for helpdesk staff to be able to view things like office and mobile numbers of unprivileged users (I.E Customers). Ideally, I need this to be on a queue level or via groups so that a group of helpdesk users working a particular queue can only see contact details for the clients related to that queue. Another desired bit of functionality is allow for modification of client accounts just for a limited subset of a given helpdesk group so that they can add and modify contact details of the client account. All I can see relating to this is the global 'AdminUsers' right, which I don't really want to give out.. I was thinking maybe a few user custom fields (such as 'mobile') that are auto-populated via a scrip based on the content of the actual field and then setting permissions on these fields. The level of granularity you describe sounds like you'll want Custom Fields and to use the RT4 options to display extra data in the More About Requestors box. However, you may need to write code or otherwise tweak RT to allow users to get to the page where they can modify User CFs without also allowing them to modify other user attributes. -kevin pgp5io4vd0oEW.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Find All tickets owned by users in a certain group
On Mon, Oct 10, 2011 at 07:41:30AM -0700, Laura Grella wrote: We are currently using RT 3.8.7. I am writing a ticket query using the query builder for a customer support queue. I want to show all tickets that are owned by customer support staff. Right now I have to enumerate all the users by showing (OWNER = '.' OR OWNER = '.' OR etc...) What I'd like to do is just say if the owners group is 'Customer Support' but I don't seem able to. I've found in the forums where someone said RequestorGroup = 'Customer Support' but this does not return any results, and anyway, I want to know if the Owners group is customer support, not the requestor's group. Is there any query syntax that would give me what I am looking for? We are willing to upgrade if that's what it takes. Unfortunately, I'm only aware of *Group syntax being available for Watcher Groups (Requestor, Cc, AdminCc) and not for Owner. -kevin pgpbZ7REltHcD.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] AuthToken field/attribute in Users Object (RT 4.0.2)
On Mon, Oct 10, 2011 at 07:26:23PM +, Srikumar Nair wrote: I am referring to the AuthToken column in the Users table in the RT installation (4.0.2) Does any one know what is this field used for? I have seen this getting set when I create some users and it does not get set when I create some other users. When does this get set and what is it used for? If you visit Preferences - About Me, you'll see the Secret Authentication Token box with an explanation of where it's used. It is lazily generated the first time it's needed. -kevin pgpP5l33sqr4M.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Communicating with other RT systems
On Tue, Oct 11, 2011 at 5:50 PM, Bart b...@pleh.info wrote: Hi again (want to keep the subjects seperate), We have a situation where one of our suppliers also uses RT, but when either of us send an e-mail from RT to the other (with the purpose of creating a new ticket) we don't receive an Autoreply with the ticket number of hte other side. The ticket however is created, RT simply doesn't reply. We believe it's because of the headers that the sending RT system sends (assumption), mainly these headers are suspect: Precedence: bulk RT-Squelch-Replies-To We have no idea on where to look. We did however try this option in the RT_SiteConfig.pm but that didn't seem to change anything (although we might be wrong about that): Should RT redistribute correspondence that it identifies as machine generated? A 1 will do so; setting this to 0 will cause no such messages to be redistributed. You can also use 'privileged' (the default), which will redistribute only to privileged users. This helps to protect against malformed bounces and loops caused by auto-created requestors with bogus addresses. =cut Set($RedistributeAutoGeneratedMessages, privileged); We've set that one to 1 to always redistribute, but it didn't seem to do much good (so we've set it back to default). We'd like to solve this, would be nice to know each others ticket number upon creation ;) Any ideas? For sure you don't autoreplies to go back into original system as those would be treated as replies and may create loops. Id as well can be extracted from subject on reply. If you really need remote id right away when ticket created in remote instance then it's possible to do with a scrip on remote end that pings back via web and sets id. Never played with RTs talking to each other, but it's doable, but might require some hacking to be cool. -- Bart -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Communicating with other RT systems
On Tue, Oct 11, 2011 at 03:50:40PM +0200, Bart wrote: We have a situation where one of our suppliers also uses RT, but when either of us send an e-mail from RT to the other (with the purpose of creating a new ticket) we don't receive an Autoreply with the ticket number of hte other side. The ticket however is created, RT simply doesn't reply. We believe it's because of the headers that the sending RT system sends (assumption), mainly these headers are suspect: Precedence: bulk RT-Squelch-Replies-To We have no idea on where to look. We did however try this option in the RT_SiteConfig.pm but that didn't seem to change anything (although we might be wrong about that): Should RT redistribute correspondence that it identifies as machine generated? A 1 will do so; setting this to 0 will cause no such messages to be redistributed. You can also use 'privileged' (the default), which will redistribute only to privileged users. This helps to protect against malformed bounces and loops caused by auto-created requestors with bogus addresses. =cut Set($RedistributeAutoGeneratedMessages, privileged); We've set that one to 1 to always redistribute, but it didn't seem to do much good (so we've set it back to default). You should check if RT is setting RT-DetectedAutoGenerated which is what could trigger the autogenerated messages codepath. RT should also be logging what it found and what it's doing based on your RedistributeAutoGeneratedMessages settings. The specifics of how RT is going to act depends a lot on your versions. There's actually a lot going on here to prevent RT from looping with another RT via the autoreplies, although normal correspondence should work fine. -kevin pgpxOtErtcsFu.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] AuthToken field/attribute in Users Object (RT 4.0.2)
Thanks Kevin. On 10/11/11 8:54 AM, Kevin Falcone falc...@bestpractical.com wrote: On Mon, Oct 10, 2011 at 07:26:23PM +, Srikumar Nair wrote: I am referring to the AuthToken column in the Users table in the RT installation (4.0.2) Does any one know what is this field used for? I have seen this getting set when I create some users and it does not get set when I create some other users. When does this get set and what is it used for? If you visit Preferences - About Me, you'll see the Secret Authentication Token box with an explanation of where it's used. It is lazily generated the first time it's needed. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] RT reporting tools
Hi, I'm using RT 4.0.2. Are there any reporting tools built-in (or that integrate) into RT? I haven't been able to locate this functionality. (I know that there are Charts that can be displayed, but there doesn't apear to be a way to display the types of data that I'm looking to gather--such as trends, average time spent working a ticket, etc.) If this functionality isn't supported by RT, are there any recommended packages for achieving this? ~ Tom RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT 4.0.2. Dashboard Notifications Header Error
On Mon, Oct 10, 2011 at 02:26:56PM -0300, Luciano Ernesto da Silva wrote:
Hello,
I did na upgrade from 3.8.9 to 4.0.2 Ubuntu server. Now the notifications
are coming with a
strange problem in html/Javascript header of messages received in any
email client(Evolution,
Exchange 2003, 2007 and 2010):
if (window.top !== window.self) { document.write = ; window.top.location
=
window.self.location; setTimeout(function(){ document.body.innerHTML = ;
}, 1);
window.self.onload = function(){ document.body.innerHTML = ; }; }
jQuery(document).ready(function(){ jQuery(#quick-personal).append('
'); jQuery(#li-preferences).detach().appendTo(#prefs-menu);
jQuery(#li-tools-config).detach().appendTo(#app-nav);
jQuery(#li-search-simple).detach().insertBefore(#li-search);
jQuery(#li-tools-approval).detach().appendTo(#app-nav);
jQuery(#li-page-bookmark).detach().appendTo(#li-page-actionsul);
jQuery(#li-page-actionsul).attr(id,page-action-menu).detach().insertAfter(#topactions);
jQuery.fn.supersubs.defaults = { maxWidth: 30, extraWidth: 2 };
jQuery(#page-menu.toplevel).addClass(sf-menu
sf-js-enabled).supersubs().superfish({
dropShadows: false, speed: 'fast' }).supposition();
jQuery(#app-nav.toplevel).addClass(sf-menu sf-vertical
sf-js-enabled).supersubs().superfish({ speed: 'fast' }).supposition();
jQuery(#prefs-menu).addClass(sf-menu
sf-js-enabled).supersubs().superfish().supposition({
speed: 'fast' }); });
Dashboard Spam queue
Is there a way to fix that?
Thanks - I've filed a bug about the issue you identified.
http://issues.bestpractical.com/Ticket/Display.html?id=18556
-kevin
pgpb5GD6iMhOc.pgp
Description: PGP signature
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Re: [rt-users] RT reporting tools
Thomas, We are on Oracle and I created some reporting views and run a bunch of Cognos Reports against them. That way, employees that don't want to get into RT can go to the company website and run them. you might want to consider something like that. Kenn LBNL On Tue, Oct 11, 2011 at 9:22 AM, Thomas Smith theitsm...@gmail.com wrote: Hi, I'm using RT 4.0.2. Are there any reporting tools built-in (or that integrate) into RT? I haven't been able to locate this functionality. (I know that there are Charts that can be displayed, but there doesn't apear to be a way to display the types of data that I'm looking to gather--such as trends, average time spent working a ticket, etc.) If this functionality isn't supported by RT, are there any recommended packages for achieving this? ~ Tom RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] RT-Extension-JSGantt question
Hello All, Is it no longer necessary to patch html/Ticket/Elements/ShowSummary to enable the RT-Extension-JSGantt? When I attempt to patch ShowSummary, patch says it's already been applied and when I review the patch itself and ShowSummary what would be patched is already set. I'm running rt-4.0.2. Thanks! -- Darin Perusich Email: darin.perus...@ctg.com Office: 716-888-3690 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT-Extension-JSGantt question
On Tue, Oct 11, 2011 at 01:54:01PM -0400, Darin Perusich wrote: Hello All, Is it no longer necessary to patch html/Ticket/Elements/ShowSummary to enable the RT-Extension-JSGantt? When I attempt to patch ShowSummary, patch says it's already been applied and when I review the patch itself and ShowSummary what would be patched is already set. I'm running rt-4.0.2. From the README: 5. patch /Ticket/Elements/ShowSummary if you are using rt 3.9 You're running 4.0.2 which is new enough to already contain this patch. -kevin pgpvJwps0Didy.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT and Kerberos SSO
Le 11/10/2011 17:34, Kevin Falcone a écrit : On Mon, Oct 10, 2011 at 08:31:14AM +0200, jm130794 wrote: Hello, I try to authenticate my users with Kerberos. In my RT_SiteConfig.pm, I have : Kerberos usually implies mod_auth_kerb, not RT::Authen::ExternalAuth. ... My problem : now, I can't connect to RT (Web interface) with my account which is already created. I get this : Error Cannot create user : Name in use What's in your error logs? Make sure you turn your logging up to debug. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA --- October 18 19, 2011 * Washington DC, USA --- October 31 November 1, 2011 * Barcelona, Spain --- November 28 29, 2011 Hello, I use mod_auth_kerb to authenticate users. I also have a LDAP server to store my users informations(email, gecos, ...). In Apache configuration, I have : Location / SetHandler perl-script PerlResponseHandler RT::Mason AuthType Kerberos AuthName RT Kerberos Login Krb5Keytab /etc/apache2/apache2_krb5.keytab KrbMethodNegotiate On KrbMethodK5Passwd On KrbAuthRealms UNIV-FCOMTE.FR KrbServiceName Any KrbVerifyKDC Off KrbAuthoritative Off KrbSaveCredentials On #KrbLocalUserMapping On #Doesn't work for me ! == I remove @univ-fcomte.fr in local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm require valid-user /Location log's contents after having tried me to log into RT : [Tue Oct 11 18:23:10 2011] [debug]: ENTRE DANS CanonicalizeUserInfo: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:434) [Tue Oct 11 18:23:10 2011] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Disabled: 0, EmailAddress: , Gecos: jmcar...@univ-fcomte.fr, Name: jmcar...@univ-fcomte.fr, Privileged: 1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:453) [Tue Oct 11 18:23:10 2011] [debug]: Attempting to get user info using this external service: LDAP_DEPTINFO_ST (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:464) [Tue Oct 11 18:23:10 2011] [debug]: Attempting to use this canonicalization key: Name (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:478) [Tue Oct 11 18:23:10 2011] [debug]: LDAP Search === Base: ou=people,dc=univ-fcomte,dc=fr == Filter: ((objectClass=posixAccount)(uid=jmcarica)) == Attrs: cn,mail,uid,gecos,uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Tue Oct 11 18:23:10 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: jean-michel.caric...@univ-fcomte.fr, ExternalAuthId: jmcarica, Gecos: jmcaricand, Name: jmcarica, Privileged: 1, RealName: caricand jean-michel (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:542) [Tue Oct 11 18:23:11 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:339) [Tue Oct 11 18:23:11 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt3/var/data/gpg). PGP support has been disabled (/opt/rt3/bin/../lib/RT/Config.pm:339) RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Strange error message dashboard notification
Hello Kevin,
I did an upgrade from 3.8.9 to 4.0.2 Ubuntu server. Now the
notifications are coming with a strange problem in html/Javascript
header of messages received in any email client(Evolution, Exchange
2003, 2007 and 2010):
if (window.top !== window.self) { document.write = ;
window.top.location = window.self.location; setTimeout(function(){
document.body.innerHTML = ; }, 1); window.self.onload = function(){
document.body.innerHTML = ; }; } jQuery(document).ready(function(){
jQuery(#quick-personal).append('
'); jQuery(#li-preferences).detach().appendTo(#prefs-menu);
jQuery(#li-tools-config).detach().appendTo(#app-nav);
jQuery(#li-search-simple).detach().insertBefore(#li-search);
jQuery(#li-tools-approval).detach().appendTo(#app-nav);
jQuery(#li-page-bookmark).detach().appendTo(#li-page-actionsul);
jQuery(#li-page-actionsul).attr(id,page-action-menu).detach().ins
ertAfter(#topactions); jQuery.fn.supersubs.defaults = { maxWidth: 30,
extraWidth: 2 }; jQuery(#page-menu.toplevel).addClass(sf-menu
sf-js-enabled).supersubs().superfish({ dropShadows: false, speed:
'fast' }).supposition(); jQuery(#app-nav.toplevel).addClass(sf-menu
sf-vertical sf-js-enabled).supersubs().superfish({ speed: 'fast'
}).supposition(); jQuery(#prefs-menu).addClass(sf-menu
sf-js-enabled).supersubs().superfish().supposition({ speed: 'fast' });
});
Dashboard Spam queue
Is there a way to fix that?
Tks
Luciano
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Re: [rt-users] RT and Kerberos SSO
On Tue, Oct 11, 2011 at 08:29:20PM +0200, jm130794 wrote: [Tue Oct 11 18:23:10 2011] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Disabled: 0, EmailAddress: , Gecos: jmcar...@univ-fcomte.fr, Name: jmcar...@univ-fcomte.fr, Privileged: Did you mean to stash your email address in the Gecos or in the EmailAddress field? I suspect you're failing because you can't have two users with the empty email address in your unique index. -kevin pgpExFkr0e9kg.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT-Extension-JSGantt question
From the README: 5. patch /Ticket/Elements/ShowSummary if you are using rt 3.9 You're running 4.0.2 which is new enough to already contain this patch. Clearly I don't know how to read. Thanks Kevin! The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT and Kerberos SSO
Le 11/10/2011 20:43, Kevin Falcone a écrit : On Tue, Oct 11, 2011 at 08:29:20PM +0200, jm130794 wrote: [Tue Oct 11 18:23:10 2011] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Disabled: 0, EmailAddress: , Gecos: jmcar...@univ-fcomte.fr, Name: jmcar...@univ-fcomte.fr, Privileged: Did you mean to stash your email address in the Gecos or in the EmailAddress field? I suspect you're failing because you can't have two users with the empty email address in your unique index. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA --- October 18 19, 2011 * Washington DC, USA --- October 31 November 1, 2011 * Barcelona, Spain --- November 28 29, 2011 I use EmailAddress to store my email. Only two users don't have email : RT_System and Nobody. rt3=# select Name,EmailAddress,gecos from users where Name like 'jmcarica'; name |emailaddress | gecos --+-+ jmcarica | jean-michel.caric...@univ-fcomte.fr | jmcaricand (1 ligne) Jean-Michel RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT and Kerberos SSO
On Tue, Oct 11, 2011 at 08:59:01PM +0200, jm130794 wrote: I use EmailAddress to store my email. Only two users don't have email : RT_System and Nobody. rt3=# select Name,EmailAddress,gecos from users where Name like 'jmcarica'; name |emailaddress | gecos --+-+ jmcarica | jean-michel.caric...@univ-fcomte.fr | jmcaricand I suggest you do like '%jmcarica%' so it does the search you intended. I suggest you also compare email addresses. You didn't provide any of your mappings for your 3 canonicalization lookups, so unfortunately we're just guessing back and forth at what happens, but at least one of yours appeared to have a Gecos mismatch. -kevin pgpkTxxDfPW8j.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom Status 4.0.2
On Tue, Oct 11, 2011 at 11:15 PM, Randy Black randy.bl...@buckle.com wrote:
Tried this - no dice.
What is this? I spotted two most obvious errors. Sadly you have
more. Send the current variant.
Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at
/apps/rt4/etc/RT_SiteConfig.pm line 107, near =\nMissing right curly or
square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of
line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm
line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server:
Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at
/apps/rt4/etc/RT_SiteConfig.pm line 107, near =\nMissing right curly or
square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of
line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm
line 888.\n
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of
Ruslan Zakirov
Sent: Tuesday, October 11, 2011 9:26 AM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2
On Tue, Oct 11, 2011 at 2:07 AM, Randy Black randy.bl...@buckle.com wrote:
Using the sample, my config fails to load - it says it fails on line 98
which would correspond with the defaults = { line (notice the S on
defaults, not the default line).
This example was found @
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki
is wrong, I read and implemented something wrong or my sample is wrong
Randy
Set(%Lifecycles,
default = {
initial = [ 'new' ],
active = [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing',
'stalled' ],
inactive = [ 'resolved', 'rejected', 'deleted' ],
}
this closing bracket should be deleted. Most closing brackets need
comma or semi right after.
defaults = {
on_create = 'new',
on_merge = 'resolved',
approved = 'open',
denied = 'rejected',
},
transitions = {
= [qw(new open resolved)],
# from = [ to list ],
new = [qw(open stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
open = [qw(stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
ABC = [qw(open stalled At_Client ABC-E Developing resolved
rejected deleted)],
At_Client = [qw(open stalled ABC ABC-E Developing resolved rejected
deleted)],
'ABC-E' = [qw(open stalled ABC At_Client Developing resolved
rejected deleted)],
Developing = [qw(open stalled ABC At_Client ABC-E resolved rejected
deleted)],
stalled = [qw(open ABC At_Client ABC-E Developing rejected
resolved deleted)],
resolved = [qw(open ABC At_Client ABC-E Developing stalled rejected
deleted)],
rejected = [qw(open ABC At_Client ABC-E Developing stalled resolved
deleted)],
deleted = [qw(open ABC At_Client ABC-E Developing stalled rejected
resolved)],
},
rights = {
'* - deleted' = 'DeleteTicket',
'* - *' = 'ModifyTicket',
},
actions = [
'new - open' = { label = 'Open It', update = 'Respond' },
'new - resolved' = { label = 'Resolve', update = 'Comment' },
'new - rejected' = { label = 'Reject', update = 'Respond' },
'new - deleted' = { label = 'Delete' },
'open - stalled' = { label = 'Stall', update = 'Comment' },
'open - resolved' = { label = 'Resolve', update = 'Comment' },
'open - rejected' = { label = 'Reject', update = 'Respond' },
'stalled - open' = { label = 'Open It' },
'resolved - open' = { label = 'Re-open', update = 'Comment' },
'rejected - open' = { label = 'Re-open', update = 'Comment' },
]
);
);
these two closing parens with semicolons right after looks wrong as well.
--
Best regards, Ruslan.
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] New state - Developer resolved
On Mon, Oct 10, 2011 at 8:44 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Laura, You can also add a new Status value like 'Dev compl' or something that indicates that the ticket is ready to go back to Customer support. Then write a scrip that change the Queue for the ticket back to Custom Support when the status is changed to that value. Make it part of your workflow design. I don't mind at all moving tickets around. However, ticket is a sort of channel of communication with interested parties. Yes, when you move ticket to development you either can change requestor or tune notifications, so original requestors are not notified. This works when people use email, but stops working when people get access to the web interface - they see all replies and/or comments. Moving is good when you have conveyor like processing, for example order - warehouse - delivery. Things start in one queue and move towards final queue, rarely return back and all parties can talk to requestor but each figures out its own details. In development it's also possible, for example bugs that are created by supporters and qa teams and managed by developers, then things move into qa, then to changes_integration queue where they tied to tickets in 'releases'. Good indication for conveyor type is often change of owner of ticket not because of absence of the current owner, but because of workflow. Kenn LBNL On Mon, Oct 10, 2011 at 9:24 AM, Laura Grella lgre...@acquiremedia.com wrote: Thank you so much Ruslan! This really opened my eyes to how we can change our procedures for support/developer communications. I will definitely think through what you have suggested and see how we can put it into use. Ruslan Zakirov-2 wrote: Hello Laura, On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella lgre...@acquiremedia.com wrote: Would this scenario be possible: We have customer support queue open a ticket, and then the ticket gets sent to Software Development. We don't want software development to ever resolve a ticket if it was originated in the customer support queue. We want it to always end up in customer support so the support staff can first call customer to tell them the work was done. Can I remove the resolved button/option if the ticket started in customer support and is not currently in customer support and replace it with a resolved by development button/option if it is owned by development which will cause it to go to the customer support queue where they will then have to real option to resolve the ticket? In RT 4.0 every status change can be protected with a new right and that right can be assigned to groups. However, in such setup I would recommend two alternatives ways for support to comunicate with developers. 1) Developer comment required. In support queue supporters add developers to AdminCc or Cc of a ticket when they need feedback from developers. Setup rights, so developers can only comment on tickets in support queue. For developers you setup saved search so they see tickets in support queue where they are watchers. Also, you may create additional custom field with values: waiting for developer, waiting for requestor, ... . This way developers never interact with customers, supporters bring in developers only when required and take care of their awareness. 2) Bug fixing and development. When real development is required, supporter creates a ticket in development queue and support request is linked to development ticket. This allows you to link multiple support requests to one development ticket, so you don't mix customers by merging tickets and still tracks one development process through one ticket. Developers can access all requests and via comments ask for more info. Developers can communicate to each other via development ticket. They can split development ticket into if problems are different and as well split linked requests accordingly. As well, such development ticket can be used to comunicate with QA team. For sure it needs more time to setup such thing, but it works much better than moving tickets between support and development. Hope this is clear. Thanks. Laura -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions
[rt-users] Queue permission to allow people to see their own tickets but no one else's
Hi, I'd like to setup a queue so that people can see that queue listed in the Quick search box on the RT at a glance page but only allow them to see tickets that apply to them--i.e. tickets that they own or are listed as Requestor, CC or AdminCC on. I know the permissions for allowing them to view ticket summaries based on their relationship to the ticket, but I'm stuck on restricting what they can see within the queue (when they have permissions to view the queue in the Quick search box [I believe ShowTicket allows the queue to be listed in Quick search, but that gives users the ability to see _every_ ticket in the queue). Is it possible to put this type of security in place? I searched the wiki and didn't find anything specific to this situation. ~ Tom RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Queue permission to allow people to see their own tickets but no one else's
On Tue, Oct 11, 2011 at 01:54:56PM -0700, Thomas Smith wrote: Hi, I'd like to setup a queue so that people can see that queue listed in the Quick search box on the RT at a glance page but only allow them to see tickets that apply to them--i.e. tickets that they own or are listed as Requestor, CC or AdminCC on. I know the permissions for allowing them to view ticket summaries based on their relationship to the ticket, but I'm stuck on restricting what they can see within the queue (when they have permissions to view the queue in the Quick search box [I believe ShowTicket allows the queue to be listed in Quick search, but that gives users the ability to see _every_ ticket in the queue). Is it possible to put this type of security in place? I searched the wiki and didn't find anything specific to this situation. Configuration - Queues - Queue Name - Groups Rights, grant Owner, Requestor, Cc, AdminCc the ShowTicket right Ensure that you haven't also handed out ShowTicket globally or more generally on the Queue level. -kevin pgpdzYfpkmr9W.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] New state - Developer resolved
Yep. On Tue, Oct 11, 2011 at 1:47 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Mon, Oct 10, 2011 at 8:44 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Laura, You can also add a new Status value like 'Dev compl' or something that indicates that the ticket is ready to go back to Customer support. Then write a scrip that change the Queue for the ticket back to Custom Support when the status is changed to that value. Make it part of your workflow design. I don't mind at all moving tickets around. However, ticket is a sort of channel of communication with interested parties. Yes, when you move ticket to development you either can change requestor or tune notifications, so original requestors are not notified. This works when people use email, but stops working when people get access to the web interface - they see all replies and/or comments. Moving is good when you have conveyor like processing, for example order - warehouse - delivery. Things start in one queue and move towards final queue, rarely return back and all parties can talk to requestor but each figures out its own details. In development it's also possible, for example bugs that are created by supporters and qa teams and managed by developers, then things move into qa, then to changes_integration queue where they tied to tickets in 'releases'. Good indication for conveyor type is often change of owner of ticket not because of absence of the current owner, but because of workflow. Kenn LBNL On Mon, Oct 10, 2011 at 9:24 AM, Laura Grella lgre...@acquiremedia.com wrote: Thank you so much Ruslan! This really opened my eyes to how we can change our procedures for support/developer communications. I will definitely think through what you have suggested and see how we can put it into use. Ruslan Zakirov-2 wrote: Hello Laura, On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella lgre...@acquiremedia.com wrote: Would this scenario be possible: We have customer support queue open a ticket, and then the ticket gets sent to Software Development. We don't want software development to ever resolve a ticket if it was originated in the customer support queue. We want it to always end up in customer support so the support staff can first call customer to tell them the work was done. Can I remove the resolved button/option if the ticket started in customer support and is not currently in customer support and replace it with a resolved by development button/option if it is owned by development which will cause it to go to the customer support queue where they will then have to real option to resolve the ticket? In RT 4.0 every status change can be protected with a new right and that right can be assigned to groups. However, in such setup I would recommend two alternatives ways for support to comunicate with developers. 1) Developer comment required. In support queue supporters add developers to AdminCc or Cc of a ticket when they need feedback from developers. Setup rights, so developers can only comment on tickets in support queue. For developers you setup saved search so they see tickets in support queue where they are watchers. Also, you may create additional custom field with values: waiting for developer, waiting for requestor, ... . This way developers never interact with customers, supporters bring in developers only when required and take care of their awareness. 2) Bug fixing and development. When real development is required, supporter creates a ticket in development queue and support request is linked to development ticket. This allows you to link multiple support requests to one development ticket, so you don't mix customers by merging tickets and still tracks one development process through one ticket. Developers can access all requests and via comments ask for more info. Developers can communicate to each other via development ticket. They can split development ticket into if problems are different and as well split linked requests accordingly. As well, such development ticket can be used to comunicate with QA team. For sure it needs more time to setup such thing, but it works much better than moving tickets between support and development. Hope this is clear. Thanks. Laura -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html ) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions
[rt-users] DBD::mysq access denied
Hello list!! I am attempting to install rt4 but stalling at the point of initializing the database.. I feel that I am close to a solution but would appreciate any advice you may have to get past this point. [root@VIRTCENT11:/usr/local/src/rt-4.0.2] #make initialize-database /usr/bin/perl -I/usr/local/rt4/local/lib -I/usr/local/rt4/lib sbin/rt-setup-database --action init --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on virtcent09.example.com as admin Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: virtcent09.example.com Name: rt4example.com User: admin DBA:admin Now creating a mysql database rt4 for RT. Done. Now populating database schema. Done. Now inserting database ACLs. Granting access to admin@'virtcent11.example.com' on rt4. DBD::mysql::st execute failed: Access denied for user 'admin'@'virtcent11.example.com' to database 'rt4' at /usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441. DBD::mysql::st execute failed: Access denied for user 'admin'@'virtcent11.example.com' to database 'rt4' at /usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441. make: *** [initialize-database] Error 255 During the installation attempt, after the database is created I can log into the database as the 'rt_user' account which in my case is 'admin' and use the rt4 database. _After_ I do this I run into the error Granting access to admin@'virtcent11.example.com' on rt4. DBD::mysql::st execute failed: Access denied for user 'admin'@'virtcent11.example.com' to database 'rt4' at /usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441. DBD::mysql::st execute failed: Access denied for user 'admin'@'virtcent11.example.com' to database 'rt4' at /usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441. make: *** [initialize-database] Error 255 this is line 441 of the file referenced above: =head1 METHODS These are the configure options I have used: ./configure --enable-graphviz --enable-gd --enable-gpg --with-db-host=virtcent09.example.com --with-db-rt-host=virtcent11.summitnjhome.com --with-db-dba=admin --with-db-rt-user=admin --with-db-rt-pass=secret --with-web-user=apache --with-web-group=apache --with-apachectl /usr/sbin/apachectl --localstatedir=/var/rt4 --sysconfdir=/etc/rt4 --prefix=/usr/local/rt4 --exec-prefix=/usr/local/sbin --withgroup=rt I have passed the point of make fixdeps and all CPAN modules necessary to get RT4 working are installed. Best! tim RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] What file/scrip/template do I need to edit to display
-- View this message in context: http://old.nabble.com/What-file-scrip-template-do-I-need-to-edit-to-display-tp32634144p32634144.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Where can I remove Time Estimated and Time Left fields?
If anyone is willing to tell me how I can accomplish this. It is driving me crazy! josh.cole wrote: I've done this and the options are still there. Am I editing the correct file to accomplish what I am trying to? Joop wrote: josh.cole wrote: I looked in the mason cache folder and there was nothing inside of there. I did restart apache a few times, not sure if it empties that folder. Is there a RT command you run to clear cache? Do you have DevelopMode set to true or on? If RT is installed from source then the mason cache should be in: /opt/rt4/var/mason_data/obj/ rm -Rf /opt/rt4/var/mason_data/obj/* should do the trick. If RT in installed through a package manager then you'll need to find the mason cache by hand. Regards, Joop RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 -- View this message in context: http://old.nabble.com/Where-can-I-remove-Time-Estimated-and-Time-Left-fields--tp32586944p32635032.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
