[rt-users] Group by owner
Hello, Is it possible to group tickets in Search/Result.html by Owner? What I wanna do is: +--+ + Tickets with owner: owner1 + +--+++ +Subject + id+ Content + +--+ +--+ + Tickets with owner: owner2 + +--+++ +Subject + id+ Content + +--+ -- View this message in context: http://requesttracker.8502.n7.nabble.com/Group-by-owner-tp56427.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Stall Ticket Status is not changing to open after receiving response from requester
Hi, I am using RT 4.2.1 and stall Ticket Status is not changing to open after receiving response from requester.Can some one suggest configuration steps if required. Looking forward for response pls. Regards, Ajay Kumar . Please don't print this email unless you really need to. This will preserve trees on our planet.
[rt-users] eMail filtering:
Hello all, Is there a way to filter incoming replies to tickets so that signatures and history of the eMail isn't added to the ticket? I thought I'd seen something about this, but can't now find it. Many thanks in advance,
[rt-users] postgres permission denied
Hi RT gang!
rt-users-requ...@lists.bestpractical.com writes
Here are a few searchable places, listed in order of
likely usefulness:
http://wiki.bestpractical.com - community wiki
http://gossamer-threads.com/lists/rt/ - searchable list archives
http://google.com - RT [MostUniqueErrMsg]
Searched those, did not fine anything...
I recently upgraded our RT from version 3.8.
Here is what I have now.
root@rt:~# aptitude show postgresql | grep Version
Version: 9.1+134wheezy4
root@rt:~# aptitude show libperl5.14 | grep Version
Version: 5.14.2-21+deb7u1
root@rt:~# aptitude show request-tracker4 | grep Version
Version: 4.0.7-5+deb7u2
RT appears to be running just fine but I get odd permissions denied
denied problems to the datasbase in the log. I did
postgres@rt:~$ psql -U postgres
psql (9.1.11)
Type help for help.
postgres=# grant all on database rtdb to rtuser;
GRANT
postgres=# ALTER DEFAULT PRIVILEGES GRANT ALL ON TABLES TO rtuser;
ALTER DEFAULT PRIVILEGES
postgres=# \q
postgres@rt:~$
but the troubles keep coming
Jan 29 10:10:13 rt RT: DBD::Pg::st execute failed: ERROR: permission
denied for relation topics at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm
line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587)
Jan 29 10:10:13 rt RT: RT::Handle=HASH(0x7fb7b85d5158) couldn't
execute the query 'SELECT * FROM Topics WHERE LOWER(ObjectType) =
LOWER(?) AND LOWER(Name) = LOWER(?) AND ObjectId = ? AND Parent = ?'
at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line
600#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fb7b85d5158)',
'SELECT * FROM Topics WHERE LOWER(ObjectType) = LOWER(?) AND ...',
'RT::System', 'Queues', 1, 0) called at
/usr/share/perl5/DBIx/SearchBuilder/Record.pm line
1206#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Topic=HASH(0x7fb7ba247b80)',
'SELECT * FROM Topics WHERE LOWER(ObjectType) = LOWER(?) AND ...',
'RT::System', 'Queues', 1, 0) called at
/usr/share/perl5/DBIx/SearchBuilder/Record.pm line
1125#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Topic=HASH(0x7fb7ba247b80)',
'Parent', 0, 'ObjectId', 1, 'LOWER(Name)', 'HASH(0x7fb7ba35a768)',
'LOWER(ObjectType)', 'HASH(0x7fb7ba28bc78)', ...) called at
/usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line
120#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Topic=HASH(0x7fb7ba247b80)',
'LOWER(ObjectType)', 'HASH(0x7fb7ba28bc78)', 'LOWER(Name)',
'HASH(0x7fb7ba35a768)', 'ObjectId', 1, 'Parent', 0, ...) called at
/usr/share/request-tracker4/lib/RT/Record.pm line
393#012#011RT::Record::LoadByCols('RT::Topic=HASH(0x7fb7ba247b80)' ,
'Name', 'Queues', 'Parent', 0, 'ObjectType', 'RT::System',
'ObjectId', 1, ...) called at
/usr/share/request-tracker4/html/Articles/Elements/BeforeMessageBox
line 206#012#011HTML::Mason::Commands::__ANON__('Action', 'Comment',
'id', 2205, 'DefaultStatus', 'resolved') called at
/usr/share/perl5/HTML/Mason/Component.pm line
135#012#011HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fb7b9610c00)',
'Action', 'Comment', 'id', 2205, 'DefaultStatus', 'resolved') called
at /usr/share/perl5/HTML/Mason/Request.pm line 1302#012#011eval {...}
called at /usr/share/perl5/HTML/Mason/Request.pm line
1292#012#011HTML::Mason::Request::comp(undef, undef, 'Action',
'Comment
I did try to reset the permissions. As suggested in the doc, I made
sure that postgres can read the configuration file. I did it this way
root@rt:~# ls -l /etc/request-tracker4/RT_SiteConfig.pm
-rw-r- 1 root www-data 2311 Dec 28 04:30
/etc/request-tracker4/RT_SiteConfig.pm
root@rt:~# grep postgres /etc/group | grep www-data
www-data:x:33:postgres
Indeed
postgres@rt:/root$ cat /etc/request-tracker4/RT_SiteConfig.pm | head -1
# This file was generated by running update-rt-siteconfig.
Now trying to run
root@rt:~# sudo -u postgres /usr/sbin/rt-setup-database --action acl
In order to create or update your RT database, this script needs to connect to
your Pg instance on localhost as rtuser
Please specify that user's database password below. If the user has no database
password, just press return.
Password:
Working with:
Type: Pg
Host: localhost
Name: rtdb
User: rtuser
DBA:rtuser
Now inserting database ACLs.
DBD::Pg::st execute failed: ERROR: permission denied for sequence
classes_id_seq at /usr/share/request-tracker4/lib/RT/Handle.pm line 439,
STDIN line 1.
DBD::Pg::st execute failed: ERROR: permission denied for sequence
classes_id_seq at /usr/share/request-tracker4/lib/RT/Handle.pm line 439,
STDIN line 1.
At the password prompt, I entered the password set in
Set($DatabasePassword , '...');
And the problem persists. I can reproduce it by resolving a test
ticket.
Any hint as what can I try next?
--
Cheers,
Thomas Krichel http://openlib.org/home/krichel
Re: [rt-users] RT 4.2 change scrip stage
On Fri, Jan 24, 2014 at 08:37:44AM +0100, Christian Loos wrote: how can I change the stage of an existing scrip in RT 4.2? In RT 4.0 there was an 'Phase' select box on the scrip page but I can't find it in RT 4.2. I assume you've discovered this by now, but just in case you haven't, the Stage of a scrip is settable on the Applies To page. You can actually have a given scrip run as Batch in one queue and Normal (new name for TransactionCreate) in the rest. You can change the Stage and the Template when adding scrips per queue. I did notice that our column map leaks the internal names for the stages and have filed a bug #28739. -kevin pgpR2gEQDz4Kp.pgp Description: PGP signature
Re: [rt-users] Group by owner
On Wed, Jan 29, 2014 at 04:25:19AM -0800, andriuss wrote: Is it possible to group tickets in Search/Result.html by Owner? It sounds like you don't really want Group By, since Group By squishes (4.2 makes it easy to see for example that in Queue A, Owner B has 7 tickets). You likely want a simple Order By Owner. There won't be a visual break between owner1 and owner2, but they'll clump together. -kevin What I wanna do is: +--+ + Tickets with owner: owner1 + +--+++ +Subject + id+ Content + +--+ +--+ + Tickets with owner: owner2 + +--+++ +Subject + id+ Content + +--+ pgpKnYz_jXHgA.pgp Description: PGP signature
Re: [rt-users] eMail filtering:
On Wed, Jan 29, 2014 at 03:22:51PM +, Duncan Carter wrote: Is there a way to filter incoming replies to tickets so that signatures and history of the eMail isn't added to the ticket? While technically possible to do this in a Mail Plugin, it'll be much easier to do before you invoke rt-mailgate. -kevin pgpI_vU_cR6Cf.pgp Description: PGP signature
Re: [rt-users] Stall Ticket Status is not changing to open after receiving response from requester
On Wed, Jan 29, 2014 at 07:32:58PM +0530, Ajay Kumar wrote: I am using RT 4.2.1 and stall Ticket Status is not changing to open after receiving response from requester.Can some one suggest configuration steps if required. Looking forward for response pls. Read through: http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html searching for Open inactive tickets. It sounds like you may want to switch back to the old default behavior of Open tickets. -kevin pgpGCmYkU5vh6.pgp Description: PGP signature
Re: [rt-users] postgres permission denied
On Wed, Jan 29, 2014 at 05:39:00PM +, Thomas Krichel wrote: postgres=# grant all on database rtdb to rtuser; GRANT postgres=# ALTER DEFAULT PRIVILEGES GRANT ALL ON TABLES TO rtuser; ALTER DEFAULT PRIVILEGES These don't seem like they would touch sequences. I'd be inspecting the output of \z topics, and \z on the sequences that are affected. Also - connecting as the rtuser may be insufficient to fix permissions. I suspect you actually need to run the acl fixes in RT as the postgres user. The debian packages may have a way to rerun what was done during install, but I don't know it off the top of my head. Once you figure this out, I suggest considering using the debian-backports repo to get a version of RT from 2013 not 2012. -kevin pgpIufFmeRhCi.pgp Description: PGP signature
Re: [rt-users] more than one occurence of callback
On Mon, Jan 27, 2014 at 06:08:37PM -0500, Steven Hopps wrote: /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html /opt/rt4/share/html I suspect you have RT::Authen::ExternalAuth twice in your @Plugins line, or two Plugin(RT::Authen::ExternalAuth) lines in your RT_SiteConfig.pm -kevin pgp3GcMO1LeP1.pgp Description: PGP signature
Re: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses
On Fri, Jan 24, 2014 at 07:54:06AM +0100, Gerald Vogt wrote: On 22.01.2014 11:57, Albert Shih wrote: Because event manually through the web interface I can create a ticket with « requestor » is the second email-address. I got a error. That's the same problem. Considering there is no positive feedback on my question and seeing the source code I am pretty sure this doesn't work and actually never did even though the docs in the ExternalAuth SiteConfig says it would work since 0.10. Looks like the developer who merged the docs didn't also merge the code needed. You can see more in the ticket I filed. https://rt.cpan.org/Public/Bug/Display.html?id=92381 The multiple-emails branch could use more testing, but is not up to date with current master. -kevin pgpLGS86fXAeu.pgp Description: PGP signature
Re: [rt-users] postgres permission denied
Kevin Falcone writes On Wed, Jan 29, 2014 at 05:39:00PM +, Thomas Krichel wrote: postgres=# grant all on database rtdb to rtuser; GRANT postgres=# ALTER DEFAULT PRIVILEGES GRANT ALL ON TABLES TO rtuser; ALTER DEFAULT PRIVILEGES These don't seem like they would touch sequences. I'd be inspecting the output of \z topics, and \z on the sequences that are affected. \z showed no sequences. So I ran a postgres@rt:~$ cat /usr/share/request-tracker4/etc/schema.Pg | psql \z then showed a bunch of sequeneces. But the rt-setup-database did issued the same error as indicated before. Also - connecting as the rtuser may be insufficient to fix permissions. I suspect you actually need to run the acl fixes in RT as the postgres user. What I had to do was to request the script explicitly to run as the postgres user and authenticate with the postgres user password. root@rt:~# sudo -u postgres /usr/sbin/rt-setup-database --action acl --dba postgres In order to create or update your RT database, this script needs to connect to your Pg instanc\ e on localhost as postgres Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rtdb User: rtuser DBA:postgres Now inserting database ACLs. Done. A test seems to suggest that the problem is gone, but I will keep a croned job to look at for a reoccurance of the problem. Thank you so much! If you make it to NYC and if I am in town, I'll buy you beer. Once you figure this out, I suggest considering using the debian-backports repo to get a version of RT from 2013 not 2012. Ha! I will pass this suggestion on to my superiors. -- Cheers, Thomas Krichel http://openlib.org/home/krichel skype:thomaskrichel
[rt-users] UNSUBSCRIBE
[rt-users] 'negative' Business Hours in international environments
Hello Experts,
I am using: Business-Hours-0.10_01 and RT-Extension-SLA-0.07.
I have a follow-up question to this thread:
http://www.gossamer-threads.com/lists/rt/users/106929
I would like to implement this syntax but in our 24/7 operation Monday
actually starts 7:00pm Sunday in order to align actually with the Shifts
around the globe. First shift is APJ because the day begins there, i..e
Monday morning begins in APJ at 7:00PM ET which is still Sunday in US.
Is there a way to have 'Monday' Start on Sunday 7:00pm ET? i.e. 'Monday',
Start = '-05:00',End='19:00'}
%RT::ServiceBusinessHours = (
'weekday' = {
0 = { Name = 'Sunday', Start = '19:00', End = '24:00' },
1 = { Name = 'Monday', Start = '00:00', End = '24:00' },
2 = { Name = 'Tuesday', Start = '00:00', End = '24:00' },
3 = { Name = 'Wednesday', Start = '00:00', End = '24:00'
},
4 = { Name = 'Thursday', Start = '00:00', End = '24:00' },
5 = { Name = 'Friday', Start = '00:00', End = '19:00' },
holidays = [qw(01-01 12-25 2014-05-26 2014-07-04 2014-09-01
2014-11-27 2014-11-28 )],
},
);
Thanks in advance for your help,
-Vitaly
Re: [rt-users] ShowCustomFields extremely slow.
On Tue, 2014-01-28 at 03:30 +0100, Michelle Sullivan wrote: Ok so temporarily I set min_duration to 0 and logged everything, the log is here: The situation can be made much clearer by limiting to the postgres process IDs which are responding to queries from RT, namely 15537 and 15481. The longest statement duration is 1559.273ms, which is a _parse_ of a statement query, not even an execution. The next-longest query is DBD::Pg's query (which is only run once per process, FTR) at 02:11:09 to determine table information -- which takes nearly a full _second_ to return. On the largest Postgres installation which I have access to, this takes less than 100ms. I am not familiar with Bucardo as a replication strategy, so I can't comment on that. However, I strongly suspect that the answer lies amongst your replication tool and network topology. The symptoms do not match any failure modes that I'm familiar with in RT. You may wish to try simplifying your database configuration (temporarily install Pg on one of the front-ends) to see if that resolves any of the problems. - Alex
[rt-users] Trying to retrive CC address
Hello all I am trying to retrieve the CC mail address on incoming emails/ I have tried # my $rcc = $self-TicketObj-CcAddresses; # my $rcc = $self-TicketObj-Cc-MemberEmailAddresses And others either I get an error for invalid object or an empty set. Hope someone can help Thanks in advance. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Trying to retrive CC address
Bryon, I believe there is an example of that in the book I sent you. Kenn Sent from my Windows Phone -- From: Bryon Baker bba...@copesan.com Sent: 1/29/2014 3:05 PM To: RT Users (rt-users@lists.bestpractical.com)rt-users@lists.bestpractical.com Subject: [rt-users] Trying to retrive CC address Hello all I am trying to retrieve the CC mail address on incoming emails/ I have tried # my $rcc = $self-TicketObj-CcAddresses; # my $rcc = $self-TicketObj-Cc-MemberEmailAddresses And others either I get an error for invalid object or an empty set. Hope someone can help Thanks in advance. Bryon Baker Network Operations Manager *Copesan** - Specialists in Pest Solutions* 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.com cstep...@copesan.com www.copesan.com *Servicing North America with Local Care*
