Re: [rt-users] problem in RT

2015-01-27 Thread Shahab Sharifzadeh
I have to say that by your solution i could change and edit the word  
username to user in login page but after this, every user (even root) i have 
redirected to selfservice page.i think that every user even ROOT change to the 
unpreviledge user or my connection to DB was disconnected. 

 On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh 
sshgu...@ymail.com wrote:
   

 HiI do everything that you say and i do your instructions but my problem is 
yet.Your solution didnt work correctly for me,please give me another solution.



Re: [rt-users] problem in RT

2015-01-27 Thread Shahab Sharifzadeh
HiI do everything that you say and i do your instructions but my problem is 
yet.Your solution didnt work correctly for me,please give me another solution.

Re: [rt-users] Help in debugging

2015-01-27 Thread Alex Peters
I'd probably try to discover more by enabling debug logging first.

I think in my case, eval-related things are usually to do with scrips or
templates.  I don't think any of mine are 829 lines long though, as your
warning suggests.
On 28 Jan 2015 2:47 am, Guadagnino Cristiano 
guadagnino.cristi...@creval.it wrote:

  Hi all,
 if I have a row like this in the log:

 [26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in 
 string eq at (eval 829) line 1. ((eval 829):1)


 how do I know which is the object involved?

 Thank you in advance.

 Cris




Re: [rt-users] problem in RT

2015-01-27 Thread Alex Peters
That is very strange.  User root should not redirect to Self Service.
Perhaps your DB has in fact been corrupted somehow.  Maybe someone else can
offer another solution.
On 28 Jan 2015 1:03 am, Shahab Sharifzadeh sshgu...@ymail.com wrote:

 I have to say that by your solution i could change and edit the word 
 username to user in login page but after this, every user (even root) i
 have redirected to selfservice page.
 i think that every user even ROOT change to the unpreviledge user or my
 connection to DB was disconnected.


   On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh 
 sshgu...@ymail.com wrote:


 Hi
 I do everything that you say and i do your instructions but my problem is
 yet.
 Your solution didnt work correctly for me,please give me another solution.





[rt-users] RT Installation

2015-01-27 Thread Hábner Teixeira Costa
Why RT and RTIR are so hard to install and work properlly? I dont know perl
but and I’d like an easy way to install RT. 

Can anybody send me a “how to”?

Hábner



Re: [rt-users] problem in RT

2015-01-27 Thread Shahab Sharifzadeh
hiI have done the following things:

1- Copy /usr/share/request-tracker4/html/Elements/login.html to 
/usr/local/share/request-tracker4/html/Elements/login.html
2- Modify /usr/local/share/request-tracker4/html/Elements/login.html as desired.
3- Clean the Mason Cache and restart.
but so forward to Selfservice page whenever login to rt.
help me plz... 

 On Sunday, January 18, 2015 2:13 PM, Alex Peters a...@peters.net wrote:
   

 To change the HTML of the Login page:   
   - Copy share/html/Elements/Login.html to 
local/share/html/Elements/Login.html.   

   - Modify local/share/html/Elements/Login.html as desired.
   - Clean the Mason cache and restart RT to see your changes.
To make an RT user privileged, log into RT as a superuser (such as root) 
and tick the Let this user be granted rights (Privileged) option for the user 
to be privileged (Admin  Users  Select  user).
Note that RT user rights/privileges and UNIX permissions are different things.  
As such, you should not be giving your RT_SiteConfig.pm file executable 
permissions.
On 18 January 2015 at 21:37, Shahab Sharifzadeh sshgu...@ymail.com wrote:

If I understand you correctly, you need to make your user privileged. 
Unprivileged users are forced to use the Self Service area. 

I don't know what you mean by 'edit username to user'. Are you trying 
to change the visible wording on the login page? 

Yes i want to change visible wording on the login page.
i have changed permission RT_SitecConfig.pm (775  777) but it doesn't work.
what i have to do?




   

Re: [rt-users] problem in RT

2015-01-27 Thread Alex Peters
You have raised two separate problems.  I have answered both.  Please
follow my other instructions regarding rights.
On 27 Jan 2015 8:45 pm, Shahab Sharifzadeh sshgu...@ymail.com wrote:

 hi
 I have done the following things:

 1- Copy /usr/share/request-tracker4/html/Elements/login.html
 to /usr/local/share/request-tracker4/html/Elements/login.html

 2- Modify /usr/local/share/request-tracker4/html/Elements/login.html as
 desired.

 3- Clean the Mason Cache and restart.

 but so forward to Selfservice page whenever login to rt.

 help me plz...


   On Sunday, January 18, 2015 2:13 PM, Alex Peters a...@peters.net
 wrote:


 To change the HTML of the Login page:

1. Copy share/html/Elements/Login.html to
local/share/html/Elements/Login.html.
2. Modify local/share/html/Elements/Login.html as desired.
3. Clean the Mason cache
http://requesttracker.wikia.com/wiki/CleanMasonCache and restart RT
to see your changes.

 To make an RT user privileged, log into RT as a superuser (such as
 root) and tick the Let this user be granted rights (Privileged) option
 for the user to be privileged (Admin  Users  Select  user).

 Note that RT user rights/privileges and UNIX permissions are different
 things.  As such, you should not be giving your RT_SiteConfig.pm file
 executable permissions.

 On 18 January 2015 at 21:37, Shahab Sharifzadeh sshgu...@ymail.com
 wrote:

 If I understand you correctly, you need to make your user privileged.
 Unprivileged users are forced to use the Self Service area.

 I don't know what you mean by 'edit username to user'. Are you trying
 to change the visible wording on the login page?

 Yes i want to change visible wording on the login page.

 i have changed permission RT_SitecConfig.pm (775  777) but it doesn't
 work.

 what i have to do?







Re: [rt-users] Warning in the articles overview page

2015-01-27 Thread Guadagnino Cristiano
Alex,
thank you very much!! This is great news.

So the solution, presently, is to patch the 
/opt/rt4/share/html/Articles/Elements/MaybeNeedsSetup file by copying it 
to the local tree, right?
Do I understand it correctly that this is a bug in RT that will be fixed 
in future releases?

Cris

On 26/01/2015 17:31, Alex Vandiver wrote:
 On Mon, 26 Jan 2015 11:46:09 + Guadagnino Cristiano
 guadagnino.cristi...@creval.it wrote:
 I have found this code, that tests if the warning needs to be shown:

 my $Classes = RT::Classes-new( $session{'CurrentUser'} );
 $Classes-LimitToEnabled();
 $Classes-RowsPerPage(1);
 return if $Classes-First;

 If I understand correctly, if there is at least one class for which
 the CurrentUser is enabled, the warning is *not* shown. However, I
 see the warning even though I am enabled to see two classes, and I
 can correctly see/edit/create articles in those classes.

 I do not have this problem is my test environment, where I did do the
 upgrade but I did NOT reconfigure groups and queues like I did in
 production. So I beleieve the problem is related to some missing
 permission, but I cannot find any.
 Ah -- I believe I know.  While tickets do their ACL at the database
 level by default in 4.2, the same is not true of Articles and Classes.
 As such, your user likey does not have permission to see the _first_
 enabled class that is returned, which results in the warning message
 being shown.

 Pushing Class ACLs down into SQL would be one fix (though quite
 complex).  The simpler fix is likely to remove the -RowsPerPage, as
 doing a query for all enabled Classes is not, by any means, a large
 query for most instances.
   - Alex


Re: [rt-users] RT Installation

2015-01-27 Thread Rainer Duffner

 Am 27.01.2015 um 21:05 schrieb Hábner Teixeira Costa hab...@outlook.com:
 
 Why RT and RTIR are so hard to install and work properlly? I dont know perl 


Here’s your problem ;-)
Most people probably stopped reading right there.

Seriously, though:
when I first installed it, I didn’t know that much Perl but I could make it 
work (RT2.something).

Your problem is most likely that you try to use your distribution’s Perl and 
have RT’s dependency-fixer install additional modules on top of it via CPAN.
That has never been a good idea.

These days, FreeBSD has all the required modules pre-packaged, as do (I think) 
Debian and Ubuntu.

But I would be tempted to use a „clean“ Perl installed somewhere else as the 
basis for RT even in the case of FreeBSD (which I know best, admittedly).

How difficult would it be for BestPractical to tar up such a custom perl 
install done in e.g. /opt/rt/perl, together with all the dependencies and throw 
in a „complete“ install of RT+RTIR with FastCGI-support?
While historically, the mod_perl installation is the most common one, the 
FastCGI installation can work with nginx, which faster and also decouples the 
web server from the installed version of Perl (I don’t know if you can have and 
RT-installation and mod_perl compiled against different versions of perl for 
example).

You just needed one such archive for the current version of Ubuntu, Debian, 
CentOS/RedHat and maybe SuSE.

OK, so it would probably come with MySQL/MariaDB per default. But for those 
with a different setup in mind, the source is still available…

In the DevOps world, this is what chef is doing to get a software with a lot of 
3rd-party dependencies running smoothly and consistently on many platforms.






Re: [rt-users] RT Installation

2015-01-27 Thread Alex Peters
Which part of the installation documentation is causing you trouble?  What
type of system are you installing on?
On 28 Jan 2015 7:06 am, Hábner Teixeira Costa hab...@outlook.com wrote:

 Why RT and RTIR are so hard to install and work properlly? I dont know
 perl but and I’d like an easy way to install RT.

 Can anybody send me a “how to”?

 *Hábner*



Re: [rt-users] RT Installation

2015-01-27 Thread Alex Vandiver
On Tue, 27 Jan 2015 21:31:26 +0100 Rainer Duffner
rai...@ultra-secure.de wrote:
 But I would be tempted to use a „clean“ Perl installed somewhere else
 as the basis for RT even in the case of FreeBSD (which I know best,
 admittedly).

See https://docs.bestpractical.com/rt_perl

 How difficult would it be for BestPractical to tar up such a custom
 perl install done in e.g. /opt/rt/perl, together with all the
 dependencies and throw in a „complete“ install of RT+RTIR with
 FastCGI-support?

The problem is in the binary libraries that RT (and its CPAN
dependencies) use.  Any such deploy would be specific to one particular
release of a particular distribution, and as such would be quite
resource-heavy to produce in sufficient variety to be useful.
Shipwright is a BPS tool that builds relocatable installs of
software that package everything above glibc, but that doesn't quite
solve the right problem.

We've begun pondering building Docker vessels for RT, but the database
dependency complicates matters.

 While historically, the mod_perl installation is the
 most common one

These days, we suggest fastcgi over mod_perl, even for Apache.

 the FastCGI installation can work with nginx, which
 faster and also decouples the web server from the installed version
 of Perl (I don’t know if you can have and RT-installation and
 mod_perl compiled against different versions of perl for example).

You generally cannot.  This is one reason we prefer fastcgi deployments.
 - Alex


Re: [rt-users] RT Installation

2015-01-27 Thread Rainer Duffner

 Am 27.01.2015 um 23:29 schrieb Alex Vandiver ale...@bestpractical.com:
 
 
 The problem is in the binary libraries that RT (and its CPAN
 dependencies) use.  Any such deploy would be specific to one particular
 release of a particular distribution, and as such would be quite
 resource-heavy to produce in sufficient variety to be useful.


I thought that with „modern“ distributions like CentOS/RHEL (and the 
LTS-versions of Ubuntu), the binary ABI never changes?

So that a perl-binary built on CentOS7 will run all way through 7.10.

It has always been this way for FreeBSD at least.
;-)


 Shipwright is a BPS tool that builds relocatable installs of
 software that package everything above glibc, but that doesn't quite
 solve the right problem.
 
 We've begun pondering building Docker vessels for RT, but the database
 dependency complicates matters.
 


Most people will use MySQL anyway IMO. Even if you gave them the choice of 
Oracle, PostgreSQL and MSSQL and a handful other „real“ databases they probably 
never ever even heard about.
Who downloads a „one click installer“ just to make it complicated afterwards?


 
 You generally cannot.  This is one reason we prefer fastcgi deployments.


I was suspecting that. But I never actually tried.


I’d go even further and offer pre-configured vmdks that offer one 
pre-configured queue „support“ that pulls in mail via fetchmail from a server 
and with an account the user can specify.
And one „helpdesk“ user in a „helpdesk“ group, with the typical 
„helpdesk“-permissions.
That should get most people started.

The problem these days is that people want everything to be working _right now_ 
- no reading of a manual, no configuration. The machine should do what it 
should do even if they actually  don’t know how to express what it should do. 
Much less know how to configure it. Kind of like an iPhone.
They are willing to pay for this convenience, but increasingly this willingness 
isn’t exceeding single-digit Dollar amounts...

Anyway: there’s nothing wrong with RT as I see it, but the people running help 
desks these days are getting less and less technically minded: they want 
something that can be configured with by entering some values and a few clicks 
on the „OK“-button and without too much thought.

We can’t change this, but we can try to adapt…






Re: [rt-users] RT Installation

2015-01-27 Thread Marc Chantreux
On Tue, Jan 27, 2015 at 09:31:26PM +0100, Rainer Duffner wrote:
 Why RT and RTIR are so hard to install and work properlly? I dont know
 perl  
 Here’s your problem ;-)
 Most people probably stopped reading right there.  

seriously? assuming that the sysop is comming with a basic admin skill
(knowing what make do and how to setup an nginx to communicate with
fcgi), perl programs are quiet easy to install when someone pointed you
on the good ressources:  

https://bestpractical.com/docs/rt/4.2/ 

especially 
https://bestpractical.com/docs/rt/4.2/initialdata.html

and 
https://bestpractical.com/docs/rt/4.2/rt-server.fcgi.html 

and when it comes to perl dependecies: 

https://metacpan.org/release/App-cpanminus
https://metacpan.org/pod/local::lib 

and if you're using a debian derrivative; apt-get install dh-make-perl
and run your own debian repo.

I really think that the perl ecosystem makes perl applications the
easiest to install (comparing to other dynamic langages like python or
ruby... not to mention npm)

The problem is not to have a running RT but frankly, i have very hard
time to figure out how to set it up correctly. the missing documentation 
is something that explain the general philosophy of RT for
administrators and some step by step tutorials (for example: installing
a notification or a basic ticket routing).

I guess that's what we learn from the best practical trainings but
comming from a french university, london wasn't that affordable.  

regards

-- 
Marc Chantreux,
Mes coordonnées: http://annuaire.unistra.fr/chercher?n=chantreux
Direction Informatique, Université de Strasbourg (http://unistra.fr) 
Don't believe everything you read on the Internet
-- Abraham Lincoln


[rt-users] Help in debugging

2015-01-27 Thread Guadagnino Cristiano
Hi all,
if I have a row like this in the log:


[26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in 
string eq at (eval 829) line 1. ((eval 829):1)

how do I know which is the object involved?

Thank you in advance.

Cris