Re: [rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unkown Column

[Ken Johnson]

 
On Fri, Apr 05, 2013 at 05:43:41PM -0500, Ken Johnson wrote:
> I'm trying to upgrade from RT 3.4.5 to 4.0.7 on Debian 6.0.7.
> 
> I backed up the existing database and loaded it a new database 
> according the the instructions in UPGRADING.mysql.  I reached the 
> point where I believed it was time to perform the first stage of the 
> database upgrades, and used a command like this:
> 
> rt-setup-database-4 --action upgrade --dba user --dba-password 
> password Enter RT version you're upgrading from: 3.4.5

It looks like at some point in the past - someone upgraded you to
3.4.5 without running the database upgrades.  Version 3.3.0 of RT added the
Pattern column to the CustomFields table.

https://github.com/bestpractical/rt/blob/stable/etc/upgrade/3.3.0/schema.mys
ql

I'd be really concerned and be looking to see what else between your older
version and 3.4.5 was never upgraded.

-kevin

> +---+--+--+-+-++
> | Field | Type | Null | Key | Default | Extra  |
> +---+--+--+-+-++
> | id| int(11)  | NO   | PRI | NULL| auto_increment |
> | Name  | varchar(200) | YES  | | NULL||
> | Type  | varchar(200) | YES  | | NULL||
> | Queue | int(11)  | NO   | | 0   ||
> | Description   | varchar(255) | YES  | | NULL||
> | SortOrder | int(11)  | NO   | | 0   ||
> | Creator   | int(11)  | NO   | | 0   ||
> | Created   | datetime | YES  | | NULL||
> | LastUpdatedBy | int(11)  | NO   | | 0   ||
> | LastUpdated   | datetime | YES  | | NULL||
> | Disabled  | smallint(6)  | NO   | MUL | 0   ||
> +---+--+--+-+-++


Kevin,

Thank you for replying!  I can look into the database upgrade issue.

I'm still confused, though.  Why don't I see the the Pattern field in my
3.4.5 database in the CustomFields table (shown above)?  Where would I look
for it if not there?  Or is it there but I don't recognize it?

Ken

Re: [rt-users] New Ticket Menu Permissions

[Tim Wiley]

On 04/05/2013 06:02 PM, Tim Wiley wrote:

Hey folks.  Let me start by saying that I'm in the process of upgrading
our RT install from 3.6.3 to 4.0.10.  That said, I'm having an issue
with some permissions that I'd really like to get figured out for a
queue that I've setup prior to the upgrade.

In 3.6.3, it appears that a user needs SeeQueue in order to see a
particular queue in the "New ticket in" drop down menu.  Ideally that
should only require CreateTicket.  How can I change that so that a user
only needs CreateTicket rights?  It looks like this is also a problem in
4.0.10, so your time helping me with 3.6.3 won't be completely wasted on
an old version.

Thank you in advance.


Ignore me.  I played with this some more & realize now what SeeQueue 
accomplishes.  I was trying to use it improperly.  My apologies.

[rt-users] New Ticket Menu Permissions

[Tim Wiley]

Hey folks.  Let me start by saying that I'm in the process of upgrading 
our RT install from 3.6.3 to 4.0.10.  That said, I'm having an issue 
with some permissions that I'd really like to get figured out for a 
queue that I've setup prior to the upgrade.


In 3.6.3, it appears that a user needs SeeQueue in order to see a 
particular queue in the "New ticket in" drop down menu.  Ideally that 
should only require CreateTicket.  How can I change that so that a user 
only needs CreateTicket rights?  It looks like this is also a problem in 
4.0.10, so your time helping me with 3.6.3 won't be completely wasted on 
an old version.


Thank you in advance.

Re: [rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unkown Column

[Kevin Falcone]

On Fri, Apr 05, 2013 at 05:43:41PM -0500, Ken Johnson wrote:
> I'm trying to upgrade from RT 3.4.5 to 4.0.7 on Debian 6.0.7.
> 
> I backed up the existing database and loaded it a new database according the
> the instructions in UPGRADING.mysql.  I reached the point where I believed
> it was time to perform the first stage of the database upgrades, and used a
> command like this:
> 
> rt-setup-database-4 --action upgrade --dba user --dba-password password
> Enter RT version you're upgrading from: 3.4.5

It looks like at some point in the past - someone upgraded you to
3.4.5 without running the database upgrades.  Version 3.3.0 of RT
added the Pattern column to the CustomFields table.

https://github.com/bestpractical/rt/blob/stable/etc/upgrade/3.3.0/schema.mysql

I'd be really concerned and be looking to see what else between your
older version and 3.4.5 was never upgraded.

-kevin

> +---+--+--+-+-++
> | Field | Type | Null | Key | Default | Extra  |
> +---+--+--+-+-++
> | id| int(11)  | NO   | PRI | NULL| auto_increment |
> | Name  | varchar(200) | YES  | | NULL||
> | Type  | varchar(200) | YES  | | NULL||
> | Queue | int(11)  | NO   | | 0   ||
> | Description   | varchar(255) | YES  | | NULL||
> | SortOrder | int(11)  | NO   | | 0   ||
> | Creator   | int(11)  | NO   | | 0   ||
> | Created   | datetime | YES  | | NULL||
> | LastUpdatedBy | int(11)  | NO   | | 0   ||
> | LastUpdated   | datetime | YES  | | NULL||
> | Disabled  | smallint(6)  | NO   | MUL | 0   ||
> +---+--+--+-+-++


pgpftNddX8LfE.pgp
Description: PGP signature

[rt-users] Database upgrade from 3.4.5 to 3.7.87 fails with Unkown Column

[Ken Johnson]

I'm trying to upgrade from RT 3.4.5 to 4.0.7 on Debian 6.0.7.

I backed up the existing database and loaded it a new database according the
the instructions in UPGRADING.mysql.  I reached the point where I believed
it was time to perform the first stage of the database upgrades, and used a
command like this:

rt-setup-database-4 --action upgrade --dba user --dba-password password


Here's what I saw:

Working with:
Type:   mysql
Host:   localhost
Name:   /var/lib/dbconfig-common/sqlite3/request-tracker4/rtdb
User:   
DBA:user
Enter RT version you're upgrading from: 3.4.5

Going to apply following upgrades:
* 3.5.1
* ... 
* 4.0.6

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades: 3.7.87

Going to apply following upgrades:
* 3.5.1
* 3.7.1
* 3.7.3
* 3.7.10
* 3.7.15
* 3.7.19
* 3.7.81
* 3.7.82
* 3.7.85
* 3.7.86
* 3.7.87

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.5.1
Now inserting data.
Processing 3.7.1
Now inserting data.
Processing 3.7.3
Now populating database schema.
[Fri Apr  5 21:40:38 2013] [crit]: DBD::mysql::st execute failed: Unknown
column 'Pattern' in 'CustomFields' at
/usr/share/request-tracker4/lib/RT/Handle.pm line 515.
(/usr/share/request-tracker4/lib/RT.pm:351)
DBD::mysql::st execute failed: Unknown column 'Pattern' in 'CustomFields' at
/usr/share/request-tracker4/lib/RT/Handle.pm line 515.

So I thought that perhaps there was some bogus column in the old database:

mysql> use rt3
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Database changed
mysql> show tables;
+-+
| Tables_in_rt3   |
+-+
| ACL |
| Attachments |
| Attributes  |
| CachedGroupMembers  |
| CustomFieldValues   |
| CustomFields|
| GroupMembers|
| Groups  |
| Links   |
| ObjectCustomFieldValues |
| ObjectCustomFields  |
| Principals  |
| Queues  |
| ScripActions|
| ScripConditions |
| Scrips  |
| Templates   |
| TicketCustomFieldValues |
| Tickets |
| Transactions|
| Users   |
| sessions|
+-+
22 rows in set (0.00 sec)ysql> describe CustomFields;
+---+--+--+-+-++
| Field | Type | Null | Key | Default | Extra  |
+---+--+--+-+-++
| id| int(11)  | NO   | PRI | NULL| auto_increment |
| Name  | varchar(200) | YES  | | NULL||
| Type  | varchar(200) | YES  | | NULL||
| Queue | int(11)  | NO   | | 0   ||
| Description   | varchar(255) | YES  | | NULL||
| SortOrder | int(11)  | NO   | | 0   ||
| Creator   | int(11)  | NO   | | 0   ||
| Created   | datetime | YES  | | NULL||
| LastUpdatedBy | int(11)  | NO   | | 0   ||
| LastUpdated   | datetime | YES  | | NULL||
| Disabled  | smallint(6)  | NO   | MUL | 0   ||
+---+--+--+-+-++
11 rows in set (0.00 sec)

I don't see that column in that table in the original database.

Can anyone point me in the right direction?

Ken

Re: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"'

[Ruslan Zakirov]

On Fri, Apr 5, 2013 at 4:25 PM, charlyc...@yahoo.com.ar <
charlyc...@yahoo.com.ar> wrote:

> Thank you for your answer.
>
> 1. Do you know if the tickets are still created? I wanted to validate it
> but we receive hundreds of emails per hour and it's difficult for me to do
> follow up.
>
> no, tickets are not created


> 2. If I update to 4.0.10 this will be solved?
>
>
yes.



> Thank you for your help.
>
>
>   --
> *De:* Ruslan Zakirov 
> *Para:* "charlyc...@yahoo.com.ar" 
> *CC:* "rt-users@lists.bestpractical.com" 
>
> *Enviado:* viernes, 5 de abril de 2013 5:04
> *Asunto:* Re: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"'
>
> This happens when email has encoding defined, but it's not correct value.
> Newer versions convert such cases to "application/octet-stream". Change is
> in 4.0.9rc1.
>
>
> On Fri, Apr 5, 2013 at 6:00 AM, charlyc...@yahoo.com.ar <
> charlyc...@yahoo.com.ar> wrote:
>
> Hi,
>
> I've been running rt-mailgate to download my emails and today I started
> getting this error message on the fetchmail log.
>
> RT server error.
>
> The RT server which handled your email did not behave as expected. It
> said:
>
> Unknown encoding 'charset="utf-8"' at /data/rt4/sbin/../lib/RT/I18N.pm
> line 542.
>
> Stack:
>   [/usr/local/share/perl5/Carp.pm:100]
>   [/usr/local/lib64/perl5/Encode.pm:188]
>   [/data/rt4/sbin/../lib/RT/I18N.pm:542]
>   [/data/rt4/sbin/../lib/RT/I18N.pm:214]
>   [/data/rt4/sbin/../lib/RT/I18N.pm:210]
>   [/data/rt4/sbin/../lib/RT/EmailParser.pm:282]
>   [/data/rt4/sbin/../lib/RT/Interface/Email.pm:1433]
>   [/data/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
>
>
>
> This is my configuration on the RT_Config.pm:
>
> Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));
>
>
> There is no configuration for this parameter on the RT_SiteConfig.pm.
>
> RT Version: 4.0.8
>
>
> Do you know why this might happen?
>
> Thank you, Charly
>
>
>
>
> --
> Best regards, Ruslan.
>
>
>


-- 
Best regards, Ruslan.

Re: [rt-users] enforce the use of portlets on RT at a glance view

[Ruslan Zakirov]

So far is the only way is to do daily/weekly checks with a script and
re-add the search back in case a user deleted it from his "at glance" page.


On Fri, Apr 5, 2013 at 6:01 PM, bluzz  wrote:

> Hello everyone
>
> I have been looking around but couldn't find a way to do what I want.
>
> Basically, I would like to create a saved search and save it into the "RT
> sytem's search" and then add it into a portlet and stick that portlet to
> some users' RT at a glance view.
>
> I know how to do all that, but the thing is the users can ditch the portlet
> if they want to when they edit their RT at a glance page. I would like to
> know if there is a way to revoke them that right so they can't touch the
> portlet. However, I want to be a bit flexible and still leave them the
> right
> to add/modify their own searches and display their own RT at a glance view
> the way they like.
>
> is that possible ?
>
> Thanks very much ! :)
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/enforce-the-use-of-portlets-on-RT-at-a-glance-view-tp53332.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>



-- 
Best regards, Ruslan.

Re: [rt-users] User is failing to create a ticket

[Asif Iqbal]

On Mon, Mar 25, 2013 at 12:10 PM, Asif Iqbal  wrote:

> Set( @Plugins, qw( RT::Authen::ExternalAuth ) );
> Set($ExternalAuthPriority,  [ 'AD', 'MySQL' ]);
> Set($ExternalInfoPriority,  [ 'AD' ]);
> Set($ExternalServiceUsesSSLorTLS,1);
> Set($AutoCreateNonExternalUsers,0);
>

Should I just change $AutoCreateNonExternalUsers to 1 to fix this issue ?

I am been looking through lots of discussion including one of my old email.
Short from using a User_Local.pm provided by ktm at rice
I don't see any one solution that fixed the issue. Still crawling through
the mailing list archive.




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

Re: [rt-users] Help with RT

[Paul Tomblin]

Sorry, you also need to modify your RT_SiteConfig.pm:
Set($WebPath, "");



On Fri, Apr 5, 2013 at 1:54 PM, Sergio Mesquita
wrote:

> Hi Paul!
>
> I make those changes, but without any sucess.
> Stil have this message.
>
> You're almost there!You haven't yet configured your webserver to run RT.
> You appear to have installed RT's web interface correctly, but haven't yet
> configured your web server to "run" the RT server which powers the web
> interface. The next step is to edit your webserver's configuration file to
> instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need
> commercial support, please contact us at sa...@bestpractical.com.
>
>
> 2013/4/5 Paul Tomblin 
>
>> In your rt.conf, change the "Alias" and "ScriptAlias" lines to
>> Alias  /NoAuth/images /usr/local/rt/share/html/NoAuth/images/
>> ScriptAlias / /usr/local/rt/sbin/rt-server.fcgi/
>>
>> I don't believe any other changes are required.  Restart Apache.
>>
>>
>>
>> On Fri, Apr 5, 2013 at 1:11 PM, Sergio Mesquita <
>> sergio.mesqui...@gmail.com> wrote:
>>
>>> Helo Paul!
>>>
>>> Just upload the two files.
>>> Httpd.conf and Rt.conf
>>>
>>> Thanks for your help
>>>
>>>
>>> 2013/4/5 Paul Tomblin 
>>>
 Show us your apache config for this site.


 On Friday, April 5, 2013, Sergio Mesquita wrote:

> Hello All!
>
> Need your help, to make one change.
> I have my RT working using this access http://IP/rt.
> How can I change apahce settings so this works on http://IP.
>
> I try a lot f settings, but witouht any sucess.
>
> --
> Cumprimentos/Mit freundlichen Gruss/Best Regards
>
> Sergio Mesquita
> Phone:
> e-mail:sergio.mesqui...@gmail.com
> www.gmail.com
> --
>
>


 --
 http://www.linkedin.com/in/paultomblin
 http://careers.stackoverflow.com/ptomblin


>>>
>>>
>>> --
>>> Cumprimentos/Mit freundlichen Gruss/Best Regards
>>>
>>> Sergio Mesquita
>>> Phone:
>>> e-mail:sergio.mesqui...@gmail.com
>>> www.gmail.com
>>> --
>>>
>>>
>>
>>
>>
>> --
>> http://www.linkedin.com/in/paultomblin
>> http://careers.stackoverflow.com/ptomblin
>>
>
>
>
> --
> Cumprimentos/Mit freundlichen Gruss/Best Regards
>
> Sergio Mesquita
> Phone:
> e-mail:sergio.mesqui...@gmail.com
> www.gmail.com
> --
>
>



-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin

Re: [rt-users] Migration to a new server

[Jourdan Perla]

That's the way to do it.

Just a warning. You will overwrite all the tickets on your new server, so I 
hope you're not in production yet.

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Sergio Mesquita
Sent: Friday, April 05, 2013 9:22 AM
To: Gary Mason
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Migration to a new server

Hello Gary!
The better way it´s to dump your database.
After that, you need to upload to the new server, and finaly use the comand 
make upgrad database.
I upgrade my server from 3.6.0 to 4.0.10.
Works like a charm.

2013/4/5 Gary Mason mailto:g.ma...@fairfx.com>>
Hi,

I have inherited an RT 3.6.7 system with around 300,000 tickets in it, taking 
up about 40GB of disk space.

The hardware this runs on is getting on a bit, and response times are now 
getting to the frustratingly slow point.

I have a new server (Debian Squeeze) on which I have managed to get RT 4.0.7 up 
and running via backports PPA.  I have managed to include all the configuration 
and scrips from the existing system, and have created a few tickets in order to 
be able to demonstrate the updated UI/reporting/graphs etc to the helpdesk 
team.  People here are impressed :)

My problem is that I have been asked to migrate all the current tickets over to 
the new system in order to retain history.  I have next to no postgresql 
knowledge and am at a loss as to how to do this. I have briefly looked at the 
migration documents online, but I can't find anything that resembles a "run 
this script, point it to the current and new installations, cross your fingers 
and hold your breathe ..." type of migration script that would be so useful.

Is there anything that I can read, or can anyone offer some suggestions, as to 
how I can get the ticket information from the current to the new server ?

Thanks,
Gary



--
Cumprimentos/Mit freundlichen Gruss/Best Regards

Sergio Mesquita
Phone:
e-mail:sergio.mesqui...@gmail.com
www.gmail.com
--

Re: [rt-users] Help with RT

[Sergio Mesquita]

Hi Paul!

I make those changes, but without any sucess.
Stil have this message.

You're almost there!You haven't yet configured your webserver to run RT.
You appear to have installed RT's web interface correctly, but haven't yet
configured your web server to "run" the RT server which powers the web
interface. The next step is to edit your webserver's configuration file to
instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need
commercial support, please contact us at sa...@bestpractical.com.


2013/4/5 Paul Tomblin 

> In your rt.conf, change the "Alias" and "ScriptAlias" lines to
> Alias  /NoAuth/images /usr/local/rt/share/html/NoAuth/images/
> ScriptAlias / /usr/local/rt/sbin/rt-server.fcgi/
>
> I don't believe any other changes are required.  Restart Apache.
>
>
>
> On Fri, Apr 5, 2013 at 1:11 PM, Sergio Mesquita <
> sergio.mesqui...@gmail.com> wrote:
>
>> Helo Paul!
>>
>> Just upload the two files.
>> Httpd.conf and Rt.conf
>>
>> Thanks for your help
>>
>>
>> 2013/4/5 Paul Tomblin 
>>
>>> Show us your apache config for this site.
>>>
>>>
>>> On Friday, April 5, 2013, Sergio Mesquita wrote:
>>>
 Hello All!

 Need your help, to make one change.
 I have my RT working using this access http://IP/rt.
 How can I change apahce settings so this works on http://IP.

 I try a lot f settings, but witouht any sucess.

 --
 Cumprimentos/Mit freundlichen Gruss/Best Regards

 Sergio Mesquita
 Phone:
 e-mail:sergio.mesqui...@gmail.com
 www.gmail.com
 --


>>>
>>>
>>> --
>>> http://www.linkedin.com/in/paultomblin
>>> http://careers.stackoverflow.com/ptomblin
>>>
>>>
>>
>>
>> --
>> Cumprimentos/Mit freundlichen Gruss/Best Regards
>>
>> Sergio Mesquita
>> Phone:
>> e-mail:sergio.mesqui...@gmail.com
>> www.gmail.com
>> --
>>
>>
>
>
>
> --
> http://www.linkedin.com/in/paultomblin
> http://careers.stackoverflow.com/ptomblin
>



-- 
Cumprimentos/Mit freundlichen Gruss/Best Regards

Sergio Mesquita
Phone:
e-mail:sergio.mesqui...@gmail.com
www.gmail.com
--

Re: [rt-users] Jabber Support or IRC

[Thomas Sibley]

On 04/05/2013 10:20 AM, Thomas Misilo wrote:
> Thanks, I will look into that. Can RT4 send out JSON when a ticket is created?

It's just code.  It can do whatever you want it to do if you write the
scrip.  It doesn't do what you want out of the box.

Re: [rt-users] Help with RT

[Paul Tomblin]

In your rt.conf, change the "Alias" and "ScriptAlias" lines to
Alias  /NoAuth/images /usr/local/rt/share/html/NoAuth/images/
ScriptAlias / /usr/local/rt/sbin/rt-server.fcgi/

I don't believe any other changes are required.  Restart Apache.



On Fri, Apr 5, 2013 at 1:11 PM, Sergio Mesquita
wrote:

> Helo Paul!
>
> Just upload the two files.
> Httpd.conf and Rt.conf
>
> Thanks for your help
>
>
> 2013/4/5 Paul Tomblin 
>
>> Show us your apache config for this site.
>>
>>
>> On Friday, April 5, 2013, Sergio Mesquita wrote:
>>
>>> Hello All!
>>>
>>> Need your help, to make one change.
>>> I have my RT working using this access http://IP/rt.
>>> How can I change apahce settings so this works on http://IP.
>>>
>>> I try a lot f settings, but witouht any sucess.
>>>
>>> --
>>> Cumprimentos/Mit freundlichen Gruss/Best Regards
>>>
>>> Sergio Mesquita
>>> Phone:
>>> e-mail:sergio.mesqui...@gmail.com
>>> www.gmail.com
>>> --
>>>
>>>
>>
>>
>> --
>> http://www.linkedin.com/in/paultomblin
>> http://careers.stackoverflow.com/ptomblin
>>
>>
>
>
> --
> Cumprimentos/Mit freundlichen Gruss/Best Regards
>
> Sergio Mesquita
> Phone:
> e-mail:sergio.mesqui...@gmail.com
> www.gmail.com
> --
>
>



-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin

Re: [rt-users] Jabber Support or IRC

[Thomas Misilo]

> 
> > I was wondering if it is possible to have RT when a new ticket is
> > created, to have it send an alert to a specific jabber (XMPP) user or
> > to an IRC channel?
> 
> I think I'd look at irker, if you didn't already know it existed.
> 
> Cheers,
> -- jra

Thanks, I will look into that. Can RT4 send out JSON when a ticket is created?

Re: [rt-users] Help with RT

[Sergio Mesquita]

Helo Paul!

Just upload the two files.
Httpd.conf and Rt.conf

Thanks for your help


2013/4/5 Paul Tomblin 

> Show us your apache config for this site.
>
>
> On Friday, April 5, 2013, Sergio Mesquita wrote:
>
>> Hello All!
>>
>> Need your help, to make one change.
>> I have my RT working using this access http://IP/rt.
>> How can I change apahce settings so this works on http://IP.
>>
>> I try a lot f settings, but witouht any sucess.
>>
>> --
>> Cumprimentos/Mit freundlichen Gruss/Best Regards
>>
>> Sergio Mesquita
>> Phone:
>> e-mail:sergio.mesqui...@gmail.com
>> www.gmail.com
>> --
>>
>>
>
>
> --
> http://www.linkedin.com/in/paultomblin
> http://careers.stackoverflow.com/ptomblin
>
>


-- 
Cumprimentos/Mit freundlichen Gruss/Best Regards

Sergio Mesquita
Phone:
e-mail:sergio.mesqui...@gmail.com
www.gmail.com
--


httpd.conf
Description: Binary data


rt.conf
Description: Binary data

Re: [rt-users] REST API and WebExternal Auth

[Thomas Misilo]

> 
> On Tue, Feb 05, 2013 at 07:58:29PM +, Thomas  Misilo wrote:
> >I was wondering if it would be possible to use the REST API and an
> External Auth? I keep
> >getting redirected, when I try curling a url. Also, I was wondering if
> anyone has created a
> >page that shows all current open tickets, and all current
> opened/unclaimed tickets?
> 
> Is the user who is logging in via REST marked as Privileged in the admin UI?
> If not, they don't have access.  You'll either need to allow Unprivileged 
> users
> access in the config or mark your users Privileged.
> 
> But, logging into REST with an RT-Authen-ExternalAuth provided password
> works just fine.
> 

Sorry for taking so long to get back to this, other projects have come up that 
took priority. 

I have these following settings in my RT_SiteConfig.pm

Set($WebExternalAuth , '1');
Set($WebFallbackToInternalAuth , '1');

And the following in my apache config:

   

#   Authtype CAS
  Authtype CAS
  require valid-user


   SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server
 


So, when I try to go to the rest API, it redirects to CAS, so I cannot use a 
local account, or at least I cannot figure out how I would be able to. Is there 
something I am missing?

Thanks,

Tom

Re: [rt-users] Jabber Support or IRC

[Jay Ashworth]

- Original Message -
> From: "Thomas Misilo" 

> I was wondering if it is possible to have RT when a new ticket is
> created, to have it send an alert to a specific jabber (XMPP) user or
> to an IRC channel?

I think I'd look at irker, if you didn't already know it existed.

Cheers,
-- jra
-- 
Jay R. Ashworth  Baylink   j...@baylink.com
Designer The Things I Think   RFC 2100
Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII
St Petersburg FL USA   #natog  +1 727 647 1274

[rt-users] Jabber Support or IRC

[Thomas Misilo]

Hi,

I was wondering if it is possible to have RT when a new ticket is created, to 
have it send an alert to a specific jabber (XMPP) user or to an IRC channel?

Thanks!

Tom

Re: [rt-users] Help with RT

[Paul Tomblin]

Show us your apache config for this site.

On Friday, April 5, 2013, Sergio Mesquita wrote:

> Hello All!
>
> Need your help, to make one change.
> I have my RT working using this access http://IP/rt.
> How can I change apahce settings so this works on http://IP.
>
> I try a lot f settings, but witouht any sucess.
>
> --
> Cumprimentos/Mit freundlichen Gruss/Best Regards
>
> Sergio Mesquita
> Phone:
> e-mail:sergio.mesqui...@gmail.com  'e-mail%3asergio.mesqui...@gmail.com');>
> www.gmail.com
> --
>
>


-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin

[rt-users] Help with RT

[Sergio Mesquita]

Hello All!

Need your help, to make one change.
I have my RT working using this access http://IP/rt.
How can I change apahce settings so this works on http://IP.

I try a lot f settings, but witouht any sucess.

-- 
Cumprimentos/Mit freundlichen Gruss/Best Regards

Sergio Mesquita
Phone:
e-mail:sergio.mesqui...@gmail.com
www.gmail.com
--

Re: [rt-users] Migration to a new server

[k...@rice.edu]

On Fri, Apr 05, 2013 at 05:16:44PM +0100, Gary Mason wrote:
> Hi,
> 
> I have inherited an RT 3.6.7 system with around 300,000 tickets in
> it, taking up about 40GB of disk space.
> 
> The hardware this runs on is getting on a bit, and response times
> are now getting to the frustratingly slow point.
> 
> I have a new server (Debian Squeeze) on which I have managed to get
> RT 4.0.7 up and running via backports PPA.  I have managed to
> include all the configuration and scrips from the existing system,
> and have created a few tickets in order to be able to demonstrate
> the updated UI/reporting/graphs etc to the helpdesk team.  People
> here are impressed :)
> 
> My problem is that I have been asked to migrate all the current
> tickets over to the new system in order to retain history.  I have
> next to no postgresql knowledge and am at a loss as to how to do
> this. I have briefly looked at the migration documents online, but I
> can't find anything that resembles a "run this script, point it to
> the current and new installations, cross your fingers and hold your
> breathe ..." type of migration script that would be so useful.
> 
> Is there anything that I can read, or can anyone offer some
> suggestions, as to how I can get the ticket information from the
> current to the new server ?
> 
> Thanks,
> Gary
> 

Hi Gary,

There are README and UPGRADING documents that come in the source
distribution from Best Practical. You will need to follow those
documents to upgrade the current database.

Regards,
Ken

Re: [rt-users] Migration to a new server

[Sergio Mesquita]

Hello Gary!

The better way it´s to dump your database.
After that, you need to upload to the new server, and finaly use the comand
make upgrad database.
I upgrade my server from 3.6.0 to 4.0.10.
Works like a charm.


2013/4/5 Gary Mason 

> Hi,
>
> I have inherited an RT 3.6.7 system with around 300,000 tickets in it,
> taking up about 40GB of disk space.
>
> The hardware this runs on is getting on a bit, and response times are now
> getting to the frustratingly slow point.
>
> I have a new server (Debian Squeeze) on which I have managed to get RT
> 4.0.7 up and running via backports PPA.  I have managed to include all the
> configuration and scrips from the existing system, and have created a few
> tickets in order to be able to demonstrate the updated UI/reporting/graphs
> etc to the helpdesk team.  People here are impressed :)
>
> My problem is that I have been asked to migrate all the current tickets
> over to the new system in order to retain history.  I have next to no
> postgresql knowledge and am at a loss as to how to do this. I have briefly
> looked at the migration documents online, but I can't find anything that
> resembles a "run this script, point it to the current and new
> installations, cross your fingers and hold your breathe ..." type of
> migration script that would be so useful.
>
> Is there anything that I can read, or can anyone offer some suggestions,
> as to how I can get the ticket information from the current to the new
> server ?
>
> Thanks,
> Gary
>



-- 
Cumprimentos/Mit freundlichen Gruss/Best Regards

Sergio Mesquita
Phone:
e-mail:sergio.mesqui...@gmail.com
www.gmail.com
--

[rt-users] Migration to a new server

[Gary Mason]

Hi,

I have inherited an RT 3.6.7 system with around 300,000 tickets in it, 
taking up about 40GB of disk space.


The hardware this runs on is getting on a bit, and response times are 
now getting to the frustratingly slow point.


I have a new server (Debian Squeeze) on which I have managed to get RT 
4.0.7 up and running via backports PPA.  I have managed to include all 
the configuration and scrips from the existing system, and have created 
a few tickets in order to be able to demonstrate the updated 
UI/reporting/graphs etc to the helpdesk team.  People here are impressed :)


My problem is that I have been asked to migrate all the current tickets 
over to the new system in order to retain history.  I have next to no 
postgresql knowledge and am at a loss as to how to do this. I have 
briefly looked at the migration documents online, but I can't find 
anything that resembles a "run this script, point it to the current and 
new installations, cross your fingers and hold your breathe ..." type of 
migration script that would be so useful.


Is there anything that I can read, or can anyone offer some suggestions, 
as to how I can get the ticket information from the current to the new 
server ?


Thanks,
Gary

[rt-users] My Reminders

[Ram]

Hola folks,

Ran into some unexpected behavior today - looking for insight.

User1 owns a ticket and user2 set a reminder on the ticket - the reminder
is owned by user2 AFAICT. User2 does not see the reminder in his 'my
reminders' module.

Is that the expected behavior?

thanks
ram

Re: [rt-users] Shredder object plugin not working

[Kevin Falcone]

On Fri, Apr 05, 2013 at 12:23:06PM +0300, Alexander Kucheryuk wrote:
>Running Centos 6.3 32bit with RT 4.1.0.

I assume you mean 4.0.1

>When I am trying to use Shredder Objects extension from web GUI I get the 
> following error:
> 
>  Shredder couldn't load object. Most probably it's not fatal error. May 
> be you've used
>  Objects plugin and asked to delete object that doesn't exist in the 
> system. If you think
>  that your request was correct and it's problem of the Shredder then you 
> can get full error
>  message from RT log files and send bug report.
> 
>When running this extension from CLI I get the following error:
> 
>  [root@centos www]# /usr/local/rt/sbin/rt-shredder --plugin 
> 'Objects=Queue,General'
>  SQL dump file is '/var/www/20130405T092111-0001.sql'
>  [Fri Apr  5 09:21:11 2013] [critical]: Loaded object has different id at
>  /usr/local/rt/sbin/../lib/RT/Shredder.pm line 366. 
> (/usr/local/rt/sbin/../lib/RT.pm:356)
>  Loaded object has different id at 
> /usr/local/rt/sbin/../lib/RT/Shredder.pm line 366.

The Object plugin wants an id, not a name.
rt-shredder --plugin 'Objects=Queue,1'
would delete the first Queue.  You can find the id on the Admin Queues
page.

It's throwing an error for you because it tries to compare the 'id'
you fed it (General) to the id it found in the database, and of course
General != 1.  This could be made smarter, but it would be kind of
tricky.

-kevin


pgpZkyNtOS3b5.pgp
Description: PGP signature

[rt-users] enforce the use of portlets on RT at a glance view

[bluzz]

Hello everyone

I have been looking around but couldn't find a way to do what I want.

Basically, I would like to create a saved search and save it into the "RT
sytem's search" and then add it into a portlet and stick that portlet to
some users' RT at a glance view.

I know how to do all that, but the thing is the users can ditch the portlet
if they want to when they edit their RT at a glance page. I would like to
know if there is a way to revoke them that right so they can't touch the
portlet. However, I want to be a bit flexible and still leave them the right
to add/modify their own searches and display their own RT at a glance view
the way they like.

is that possible ?

Thanks very much ! :)



--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/enforce-the-use-of-portlets-on-RT-at-a-glance-view-tp53332.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"'

[charlyc...@yahoo.com.ar]

Thank you for your answer.

1. Do you know if the tickets are still created? I wanted to validate it but we 
receive hundreds of emails per hour and it's difficult for me to do follow up.

2. If I update to 4.0.10 this will be solved?

Thank you for your help.





 De: Ruslan Zakirov 
Para: "charlyc...@yahoo.com.ar"  
CC: "rt-users@lists.bestpractical.com"  
Enviado: viernes, 5 de abril de 2013 5:04
Asunto: Re: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"'
 

This happens when email has encoding defined, but it's not correct value. Newer 
versions convert such cases to "application/octet-stream". Change is in 
4.0.9rc1.



On Fri, Apr 5, 2013 at 6:00 AM, charlyc...@yahoo.com.ar 
 wrote:

Hi,
>
>I've been running rt-mailgate to download my emails and today I started 
>getting this error message on the fetchmail log.
>
>RT server error.
>
>The RT server which handled your email did not behave as expected. It
>said:
>
>Unknown encoding 'charset="utf-8"' at /data/rt4/sbin/../lib/RT/I18N.pm line 
>542.
>
>Stack:
>  [/usr/local/share/perl5/Carp.pm:100]
>  [/usr/local/lib64/perl5/Encode.pm:188]
>  [/data/rt4/sbin/../lib/RT/I18N.pm:542]
>  [/data/rt4/sbin/../lib/RT/I18N.pm:214]
>  [/data/rt4/sbin/../lib/RT/I18N.pm:210]
>  [/data/rt4/sbin/../lib/RT/EmailParser.pm:282]
>  [/data/rt4/sbin/../lib/RT/Interface/Email.pm:1433]
>  [/data/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
>
>
>
>This is my configuration on the RT_Config.pm:
>
>    Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));
>
>
>There is no configuration for this parameter on the RT_SiteConfig.pm.
>
>RT Version: 4.0.8
>
>
>Do you know why this might happen?
>
>Thank you, Charly
>
>


-- 
Best regards, Ruslan. 

[rt-users] Shredder object plugin not working

[Alexander Kucheryuk]

Hi!
Running Centos 6.3 32bit with RT 4.1.0.
When I am trying to use Shredder Objects extension from web GUI I get 
the following error:
Shredder couldn't load object. Most probably it's not fatal error. May 
be you've used Objects plugin and asked to delete object that doesn't 
exist in the system. If you think that your request was correct and 
it's problem of the Shredder then you can get full error message from 
RT log files and send bug report.

When running this extension from CLI I get the following error:
[root@centos www]# /usr/local/rt/sbin/rt-shredder --plugin 
'Objects=Queue,General'

SQL dump file is '/var/www/20130405T092111-0001.sql'
[Fri Apr  5 09:21:11 2013] [critical]: Loaded object has different id 
at /usr/local/rt/sbin/../lib/RT/Shredder.pm line 366. 
(/usr/local/rt/sbin/../lib/RT.pm:356)
Loaded object has different id at 
/usr/local/rt/sbin/../lib/RT/Shredder.pm line 366.

Output of RT log
[Fri Apr  5 09:22:29 2013] [critical]: Loaded object has different id 
at /usr/local/rt/sbin/../lib/RT/Shredder.pm line 366. 
(/usr/local/rt/sbin/../lib/RT.pm:356)

I am trying to remove a queue using it.
What could be causing it / where should I be digging  ?

Re: [rt-users] rt-mailgate Unknown encoding 'charset="utf-8"'

[Ruslan Zakirov]

This happens when email has encoding defined, but it's not correct value.
Newer versions convert such cases to "application/octet-stream". Change is
in 4.0.9rc1.


On Fri, Apr 5, 2013 at 6:00 AM, charlyc...@yahoo.com.ar <
charlyc...@yahoo.com.ar> wrote:

> Hi,
>
> I've been running rt-mailgate to download my emails and today I started
> getting this error message on the fetchmail log.
>
> RT server error.
>
> The RT server which handled your email did not behave as expected. It
> said:
>
> Unknown encoding 'charset="utf-8"' at /data/rt4/sbin/../lib/RT/I18N.pm
> line 542.
>
> Stack:
>   [/usr/local/share/perl5/Carp.pm:100]
>   [/usr/local/lib64/perl5/Encode.pm:188]
>   [/data/rt4/sbin/../lib/RT/I18N.pm:542]
>   [/data/rt4/sbin/../lib/RT/I18N.pm:214]
>   [/data/rt4/sbin/../lib/RT/I18N.pm:210]
>   [/data/rt4/sbin/../lib/RT/EmailParser.pm:282]
>   [/data/rt4/sbin/../lib/RT/Interface/Email.pm:1433]
>   [/data/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
>
>
>
> This is my configuration on the RT_Config.pm:
>
> Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii));
>
>
> There is no configuration for this parameter on the RT_SiteConfig.pm.
>
> RT Version: 4.0.8
>
>
> Do you know why this might happen?
>
> Thank you, Charly
>
>


-- 
Best regards, Ruslan.