[rt-users] Having trouble upgrading: Unknown column 'm.LastUpdatedBy' in 'on clause' at /usr/sbin/rt-validator
Hi, I'm trying to upgrade a 3.6.1-4 (don't ask) RT to 4.0.4-2 and I ran into issues. First of all: I am doing this upgrade (test) on a duplicate of the actual production system, so no worries. As part of the preparation before running the actual database upgrade, I ran rt-validator --check Which produced messages for about 20 occurrences like Record #175 in Groups has the same set of values as 191 ... but. After that, its also saying this: [warning]: DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on clause' at /usr/sbin/rt-validator line 1078. (/usr/sbin/rt-validator:1078) [crit]: DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on clause' at /usr/sbin/rt-validator line 1078. (/usr/share/request-tracker4/lib/RT.pm:351) DBD::mysql::st execute failed: Unknown column 'm.LastUpdatedBy' in 'on clause' at /usr/sbin/rt-validator line 1078. It is entirely possible, that I have missed an essential upgrade step, but I couldn't find anything in UPGRADE-3.8 or UPGRADE-4.0 mentioning LastUpdatedBy...? Now, this warning+error also occur when trying to run --check --resolve, so I assume it doesn't actually resolve these conflicts. At least that's how I explained the following error, that occurs when running the actual database upgrade afterwards: [...] Processing 3.7.81 Now populating database schema. [crit]: DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. (/usr/share/request-tracker4/lib/RT.pm:351) DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. Any pointers towards fixing this would be greatly appreciated! Regards, ms
[rt-users] Scrips not accessible in 4.2 anymore
Hi, after upgrading from 4.016 to 4.2 I cannot select Scrips anymore via Admin-Scrips-Select. The UI says An internal RT error has occurred. Your administrator can find more details in RT's log files. an in the logs I find rt4 RT-4: [13778] RT::Scrip::Queue Unimplemented in HTML::Mason::Commands. (/opt/rt4m/share/html/Elements/RT__Scrip/ColumnMap line 64) Stack: [/usr/bin/perl5.16/lib/site_perl/5.16.1/DBIx/SearchBuilder/Record.pm:494] [/opt/rt4m/share/html/Elements/RT__Scrip/ColumnMap:64] [/opt/rt4m/share/html/Elements/CollectionAsTable/Row:128] [/opt/rt4m/share/html/Elements/CollectionList:152] [/opt/rt4m/share/html/Admin/Scrips/index.html:51] [/opt/rt4m/share/html/Admin/autohandler:49] [/opt/rt4m/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4m/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4m/share/html/autohandler:53] How can we fix that? Regards, Matthias Matthias Peplow IT Director Scholz Friends Berlin GmbH Tel.: +49 30/70 01 86-532 Fax: +49 30/70 01 86-599 matthias.pep...@s-f.com Litfaß-Platz 1 10178 Berlin Germany Scholz Friends The Orchestra of Ideas http://www.s-f.com
[rt-users] RT 4.2 Set($ShowHistory, 'delay') does not work
Hi, after the Upgrade from 4.016 to 4.2 the history of tickets was not shown anymore. The label „loading“ was shown forever but the history never appeared. We solved this issue by restoring the RT 4.0 behavior with Set($ShowHistory, 'always‘); How can we get the delayed ticket history working as intended? Regards, Matthias
Re: [rt-users] RT 4.2 Set($ShowHistory, 'delay') does not work
On Mon, 2013-12-02 at 15:01 +0100, Matthias Peplow wrote: after the Upgrade from 4.016 to 4.2 the history of tickets was not shown anymore. The label „loading“ was shown forever but the history never appeared. We solved this issue by restoring the RT 4.0 behavior with Set($ShowHistory, 'always‘); How can we get the delayed ticket history working as intended? What browser? Was there anything of note in your logfiles from that time? - Alex
Re: [rt-users] Having trouble upgrading: Unknown column 'm.LastUpdatedBy' in 'on clause' at /usr/sbin/rt-validator
On Mon, 2013-12-02 at 11:38 +0100, m...@fv-berlin.de wrote: Hi, I'm trying to upgrade a 3.6.1-4 (don't ask) RT to 4.0.4-2 and I ran into issues. First of all: I am doing this upgrade (test) on a duplicate of the actual production system, so no worries. As part of the preparation before running the actual database upgrade, I ran rt-validator --check RT 3.6.1 didn't ship an rt-validator -- it appeared in 3.8. Because the schemas are different, you cannot simply run a current rt-validator against the 3.6 schema, either. At least that's how I explained the following error, that occurs when running the actual database upgrade afterwards: This is orthogonal. [...] Processing 3.7.81 Now populating database schema. [crit]: DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. (/usr/share/request-tracker4/lib/RT.pm:351) DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at /usr/share/request-tracker4/lib/RT/Handle.pm line 515. The 3.6 - 3.8 upgrade steps attempt to create an index named 'CachedGroupMembers3', which you appear to already have added by hand locally. If you run 'DROP INDEX CachedGroupMembers3' the upgrade steps should run correctly. - Alex
Re: [rt-users] Upgrading from 4.0.8 to 4.2.1 missing dashboards
On Thu, 2013-11-28 at 11:48 -0800, Chris Black wrote: I just upgraded from 4.0.8 to 4.2.1 this morning and when I log in with my username which was full admin. When I log in now, I am only seeing my list of open tickets. I can't find any dashboard options, admin options, etc. Please show a screenshot -- as .jpg and not overly large, soas to be polite to folks' inboxes. Do you have any local customizations or extensions installed? Is there anything of note in RT's logs? - Alex
Re: [rt-users] changing Organization
On Fri, 2013-11-29 at 13:11 +, Jenny Martin wrote: I would like to change our Organization name to avoid confusion with another RT instance? Does anyone have a script to fixup the RT database so that I can change the Organization name without breaking the RT ticket links? RT 4.2's sbin/rt-validator has a --links-only which, in conjunction with --resolve, will fix links after an Organization change. - Alex
Re: [rt-users] Scrips not accessible in 4.2 anymore
On Mon, 2013-12-02 at 14:54 +0100, Matthias Peplow wrote: after upgrading from 4.016 to 4.2 I cannot select Scrips anymore via Admin-Scrips-Select. Please try the following patch, which should be in 4.2.2: https://github.com/bestpractical/rt/commit/d9c1d3a.patch - Alex
Re: [rt-users] AD domains with RT::Authen::ExternalAuth
On Fri, 2013-11-29 at 13:37 +, Chris Davies wrote: I've finally got around to making some changes to RT::Authen::ExternalAuth that allows me to define the Windows domain. [snip] Are the patches something that would be useful to share here? I've tried emailing the contact in the RT::Authen::ExternalAuth but heard nothing back. Feel free to file a pull request on github[1], and we'll take a look. - Alex [1] https://github.com/bestpractical/rt-authen-externalauth/
Re: [rt-users] RT 4.2.1 RSS feed of articles
On Sun, 2013-12-01 at 23:38 -0800, andkulb wrote: Is it possible to make a RSS feed from articles like with the tickets? Not currently; patches accepted. - Alex
[rt-users] Custom Status Setup Problems
I am running RT4 and trying to setup a new custom status for pending for
the developers. I have added the following to the RT_SiteConfig, did the
update, and restarted Apache.
#Set Custom Statuses
#Attemping to add a Pending status
Set( %Lifecycles, default_pending = {
initial = [ 'new' ],
active = [ 'open', 'stalled', 'pending' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
});
I can then add this Custom Status setting to a particular queue, and it all
looks good. My problem.. I can't resolve the ticket or do anything other
than leave it in the new status? Am I missing something obvious here?
Thanks!
[rt-users] Please unsubscribe me
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wendi M.
Sent: Monday, December 02, 2013 12:35 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Custom Status Setup Problems
I am running RT4 and trying to setup a new custom status for pending for the
developers. I have added the following to the RT_SiteConfig, did the update,
and restarted Apache.
#Set Custom Statuses
#Attemping to add a Pending status
Set( %Lifecycles, default_pending = {
initial = [ 'new' ],
active = [ 'open', 'stalled', 'pending' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
});
I can then add this Custom Status setting to a particular queue, and it all
looks good. My problem.. I can't resolve the ticket or do anything other than
leave it in the new status? Am I missing something obvious here? Thanks!
[rt-users] Upgrade from 4.0.x to 4.2.x - Fresh install with DB upgrade ok?
I'm getting ready to do an upgrade from 4.0.18 to 4.2.1 here on two servers. When I try the upgrade in a test environment, I get a bunch of errors that fly by (I don't have them, sorry :( ) but the site appears to be working. My question is, is it safe to do a fresh install of 4.2.1 and then use the 'make upgrade-database- script against the current database, use my current RT_SiteConfig.pm file spin up the site?
Re: [rt-users] bug in HTML::FormatText::WithLinks::AndTables stops scrips working
On Sat, 2013-11-30 at 16:59 +0100, Payam Poursaied wrote: In the past weeks, we received considerable complaints from our staff that their comments and corresponds are not delivered to the requestors (i.e. on correspond notify requestors). [snip] Working more, I found that, when HTML::FormatText::WithLinks::AndTables could not parse the message and returned error, the scrips stop working In this special case, the problem could be generated very easy. Consider having 2 empty html tables which one of them enclosed in the other: [snip] Excellent debugging. First, does anybody else faced with such problem? i.e. incorrect/incompatible html mail from a customer and/or staff which causes scrips fail to run scrips? I could not figure it out if this exists in 3.8. or not. RT 4.2 is the first to attempt to automatically provide downgraded text/plain alternatives to text/html mail; as such, this did not exist in RT 3.8. Second, is that rational behavior for RT? I believe even if such module failed, at lease scrips should continue working. (maybe it should be submitted to rt-bugs) Absolutely a bug; we should be at least sending the HTML part. Please try https://github.com/bestpractical/rt/commit/8807f0d.patch How are your staff generating the problematic HTML, out of curiosity? Is the CKeditor generating that, or are you pasting in from Word or some other source? - Alex
[rt-users] RT 4.2.1 Enter/return key does not work in Safari on OS X
I've got a couple of users who are having problems with using the enter/return key when using RT 4.2.1 with Safari. Ctrl-Enter works, but that is not a good work around for our users. I've replicated this on Safari 6 and Safari 7 on both OS X 10.8/10.9. Is this happening for others? Regards, Andrew
Re: [rt-users] RT 4.2.1 Enter/return key does not work in Safari on OS X
On Tue, 2013-12-03 at 09:34 +1100, Andrew Chung wrote: I've got a couple of users who are having problems with using the enter/return key when using RT 4.2.1 with Safari. Using the return key in what context? - Alex
Re: [rt-users] RT 4.2.1 Enter/return key does not work in Safari on OS X
Just typing in a comment/reply and hitting enter in the message box, it doesn't do anything. You need to use Ctrl-Enter. On 3 December 2013 09:48, Alex Vandiver ale...@bestpractical.com wrote: On Tue, 2013-12-03 at 09:34 +1100, Andrew Chung wrote: I've got a couple of users who are having problems with using the enter/return key when using RT 4.2.1 with Safari. Using the return key in what context? - Alex
Re: [rt-users] trying to calculate time worked per transaction / ticket using SQL
Why don’t use you want to use REST? You’re shooting yourself in the foot; when you upgrade RT, your queries will no longer work and will have to be updated. If you use the REST interface, you can upgrade with impunity and not have to worry about your queries not working anymore. — Tom On Dec 1, 2013, at 11:18 PM, Chris Herrmann chrisherrma...@gmail.commailto:chrisherrma...@gmail.com wrote: Hi all, Just bumping this one - does anyone have any suggestions? Am I approaching this the wrong way? Using MySQL btw if that makes a difference. Thanks, Chris -- Forwarded message -- From: Chris Herrmann chrisherrma...@gmail.commailto:chrisherrma...@gmail.com Date: 24 November 2013 22:11 Subject: trying to calculate time worked per transaction / ticket using SQL To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Hi all, I'm trying to put together a SQL query to present a view, that allows summaries of data to be performed in reporting tools. I have a feeling that this question has been asked before and answered, but my google-fu is failing me, so apologies in advance... I've only found questions about using RT-REST, for example (which I don't want to do). I'm using RT 3.8.7 (yes I know it's old and it's in the pipeline to upgrade but we have a bunch of other systems that are integrated with RT and so it's not a simple just upgrade RT project for us. Anyway, what I want to end up with is the following fields: Tickets.EffectiveID Queues.Name Tickets.Owner Transactions.Creator Transactions.TimeTaken Transactions.Created Tickets.Status Tickets.Started Tickets.Resolved Tickets.Created Transactions.Type So i can easily point various reports at it and work from there. the sql I'm using is... SELECT Tickets.EffectiveId AS TicketID, Queues.`Name` AS Queue, Tickets.`Owner` AS OwnerID, Transactions.Creator AS TransactionCreatorID, Transactions.TimeTaken AS TimeTaken, Transactions.Created AS TransactionCreated, Tickets.`Status` AS TicketStatus, Tickets.Started AS TicketStarted, Tickets.Resolved AS TicketResolved, Tickets.Created AS TicketCreated, Transactions.Type AS TransactionType FROM Tickets JOIN Transactions ON ((Transactions.ObjectId = Tickets.id))) JOIN Queues ON ((Queues.id = Tickets.Queue) but I'm not getting the results I expect... or even something far simpler like: SELECT Transactions.Creator, sum(Transactions.TimeTaken/60) AS TimeInHours, Month(Transactions.Created) AS TransactionMonth, Year(Transactions.Created) AS TransactionYear FROM Tickets JOIN Transactions ON Transactions.ObjectId = Tickets.id where Transactions.Created 2013-10-01 group by Creator, Month(Transactions.Created), Year(Transactions.Created) just to try and compare the numbers... that I'm seeing with timeworked.pl... Now my problem is that the numbers I'm getting don't match those returned by REST - for example using the timeworked.plhttp://timeworked.pl/ script.. Is there a definitive SQL somewhere that I should use to return these?... and any pointers on what transaction types I should be avoiding or how to avoid double counting merged transactions I would be very grateful... Thankyou! Chris This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you.
[rt-users] RT Domain
In the past, when setting up RT 3.4, 3.6, and 3.8 I used the base domain for our company when configuring RT and postfix. For instance, example.com. We configured Exchange (2007) to relay email destined for rt-comm...@example.com and r...@example.com to the RT server. This worked fine. I am now setting up a new RT server for another company using 4.2 and have once again configured the domain as example.com. I have asked the admins with whom I'm working to configure Exchange (2010) to relay all email for r...@example.com to the RT server. They are telling me this is not working and instead I should be configuring RT to use rt.example.com. I have found online in the RT wiki that this is a documented method of configuring things, but I'm a little confused. It doesn't seem like it should be necessary if Exchange is configured to relay properly and as long as the domain is within that of the Exchange server it shouldn't be an issue. Am I wrong? Is it absolutely necessary to configure a subdomain that only RT belongs to? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
