Re: [rt-users] Problem with index

[Alex Vandiver]

On Wed, 11 Jan 2017 15:17:53 -0500
François Meehan  wrote:
> We are using RT 4.2.12. We noticed that the indexation stopped working.
> When trying to run the indexer manually, I would get:
> 
> [11238] [Wed Jan 11 19:53:56 2017] [warning]: DBD::mysql::st execute
> failed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer
> line 216. (/opt/rt4/sbin/rt-fulltext-indexer:216)
> [11238] [Wed Jan 11 19:53:56 2017] [warning]: DBD::mysql::st execute
> failed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer
> line 222. (/opt/rt4/sbin/rt-fulltext-indexer:222)
> [11238] [Wed Jan 11 19:53:56 2017] [critical]: Attachment 32267 cannot be
> indexed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer
> line 254. (/opt/rt4/sbin/../lib/RT.pm:389)
> Attachment 32267 cannot be indexed: MySQL server has gone away at
> /opt/rt4/sbin/rt-fulltext-indexer line 254.

This is likely due to a too-low `max_allowed_packet` in your MySQL
configuration.  Try bumping it higher and re-running the indexer.
 - Alex

[rt-users] Problem with index

[François Meehan]

Hi,

We are using RT 4.2.12. We noticed that the indexation stopped working.
When trying to run the indexer manually, I would get:

[11238] [Wed Jan 11 19:53:56 2017] [warning]: DBD::mysql::st execute
failed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer
line 216. (/opt/rt4/sbin/rt-fulltext-indexer:216)
[11238] [Wed Jan 11 19:53:56 2017] [warning]: DBD::mysql::st execute
failed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer
line 222. (/opt/rt4/sbin/rt-fulltext-indexer:222)
[11238] [Wed Jan 11 19:53:56 2017] [critical]: Attachment 32267 cannot be
indexed: MySQL server has gone away at /opt/rt4/sbin/rt-fulltext-indexer
line 254. (/opt/rt4/sbin/../lib/RT.pm:389)
Attachment 32267 cannot be indexed: MySQL server has gone away at
/opt/rt4/sbin/rt-fulltext-indexer line 254.

I re-ran the command by limiting the number of transaction:

/opt/rt4/sbin/rt-fulltext-indexer --limit 2

That ran without error and now running the command without --limit
parameter also runs with no errors. Unfortunately the index is not working
either.

Is there a way to delete and recreate the index? Or is it something else I
should try?

Thanks in advance,


-- 

*François MEEHAN*
IT Administrator | Administrateur TI
*VuWall Technology, Inc.*

*Tel:* +1 514-505-4436
*Skype:* VuWall-Support


*Visit us at ISE 2017, Booth: 11-R146, February 7-10.Get your free invite
here using code: 915647 *

Re: [rt-users] assets: bulk updating a custom field value fails

[Martin Wheldon]

Hi Michael,

Line 183 of /opt/rt4/share/html/Asset/Search/Bulk.html seems to be the 
problem, if you comment it out

the bulk update works.
   # push @tmp_res, ProcessObjectCustomFieldUpdates( Object => $asset, 
ARGSRef => \%ARGS );


I'm suspect that line 183 shouldn't be here as the customfields are 
updated at line line 185
   push @tmp_res, ProcessRecordBulkCustomFields( RecordObj => $asset, 
ARGSRef => \%ARGS );



Best Regards

Martin

On 2017-01-11 14:11, Michael Hoertnagl wrote:

Hello!

We are using rt4.4.1 with the now build-in Assets. When bulk-updating a
custom field value for 2 Assets the following Error is logged and the
update fails:

[27811] [Wed Jan 11 13:35:52 2017] [warning]: Use of uninitialized 
value

$1 in hash element at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line
3164. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3164)
[27811] [Wed Jan 11 13:35:52 2017] [error]: Can't call method "new"
without a package or object reference at
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3099.

Stack:
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3099]
  [/opt/rt4/share/html/Asset/Search/Bulk.html:183]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]

This only happens for custom fields. Bulk updating a 'Basics' Field
works as expected.

Is this due to
https://issues.bestpractical.com/Ticket/Display.html?id=15259 or 
someone

got a hint for me what we messed up here?

Thanks!

[rt-users] unsubscribe

[pavneet_arora]

Sent from Mail for Windows 10

[rt-users] Warning users before creating new ticket?

[Alex Hall]

Hi all,
Someone just asked me if I could add a feature to our RT installation, but
I don't know how to go about it.

In our customer service queue, we have a custom field for the order number
to which the ticket refers. Sometimes, two different reps will start
working on the same order without realizing it, thus making the CF the same
order number for two tickets. The feature I'm being asked about is a check
for other tickets that have that same order number; if any exist, the user
gets a warning and can cancel their ticket. They are also told who owns the
original ticket.

I can see two pieces to this, and how to do them both. The lookup happens
in a script tied to ticket creation, and the warning is custom JavaScript
that simply pops up a confirm prompt. But how to put these two together is
where I'm stuck. How would the results of the script's search get back to
Javascript, and how would OK/Cancel in the JS confirm box get back to the
script? Alternatively, does something like this already exist that I just
don't know about? Thanks for any ideas on this.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

[rt-users] assets: bulk updating a custom field value fails

[Michael Hoertnagl]

Hello!

We are using rt4.4.1 with the now build-in Assets. When bulk-updating a
custom field value for 2 Assets the following Error is logged and the
update fails:

[27811] [Wed Jan 11 13:35:52 2017] [warning]: Use of uninitialized value
$1 in hash element at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line
3164. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3164)
[27811] [Wed Jan 11 13:35:52 2017] [error]: Can't call method "new"
without a package or object reference at
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3099.

Stack:
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3099]
  [/opt/rt4/share/html/Asset/Search/Bulk.html:183]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]

This only happens for custom fields. Bulk updating a 'Basics' Field
works as expected.

Is this due to
https://issues.bestpractical.com/Ticket/Display.html?id=15259 or someone
got a hint for me what we messed up here?

Thanks!
-- 
Michael Hoertnagl
Systemadministrator

Medizinische Universität Innsbruck
Abteilung IKT - Team Server & Storage

Tel: +43 (0)512 9003 71026
michael.hoertn...@i-med.ac.at
https://www.i-med.ac.at/itservices/

Re: [rt-users] Not able to create external users with external auth

[Claude EDUMA]

Hi Aniket,

You must configure "queue everyone privilege" to permit them to create
ticket.

Thank you.

2017-01-11 11:47 GMT+01:00 aniket tripathy :

> hello,
>
> We are using RT 4.4 and using the external authentication mechanism from a
> remote DB to authenticate the user. To enable others to create ticket we
> have enabled *AutoCreateNonExternalUsers*. But any mails from outside
> gets the response.
>
> *"You do not have permission to communicate with RT".*
>
>  Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } );
>  Set($AutoCreateNonExternalUsers, 1);
>  Set( $ExternalAuthPriority, ["My_SSO_Cookie"] );
>  Set( $ExternalInfoPriority, ["My_MySQL"] );
>  Set($AutoCreateNonExternalUsers, 1);
>
> At the queue level, I have given everyone the right to  create and reply
> to tickets.
>
> The logs are like:
>
> [11230] [Wed Jan 11 16:07:08 2017] [info]: 
> RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo
> INFO CHECK FAILED Key: rtUserName Value:  No User Found in
> External Database! (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:
> 400)
> [11230] [Wed Jan 11 16:07:08 2017] [info]: 
> RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo
> INFO CHECK FAILED Key: emailId Value:  No User Found in External
> Database! (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:400)
> [11230] [Wed Jan 11 16:07:08 2017] [info]: RT::User::
> CanonicalizeUserInfoFromExternalAuth returning Comments: Autocreated on
> ticket submission, Disabled: , EmailAddress: , Name: , Privileged: ,
> RealName:  (/opt/rt4/sbin/../lib/RT/User.pm:812)
> [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value
> $email in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/User.pm
> line 680. (/opt/rt4/sbin/../lib/RT/User.pm:680)
> [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value
> $args{"Name"} in concatenation (.) or string at
> /opt/rt4/sbin/../lib/RT/User.pm line 143. (/opt/rt4/sbin/../lib/RT/User.
> pm:143)
> [11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value
> $args{"EmailAddress"} in concatenation (.) or string at
> /opt/rt4/sbin/../lib/RT/User.pm line 143. (/opt/rt4/sbin/../lib/RT/User.
> pm:143)
> [11230] [Wed Jan 11 16:07:13 2017] [critical]: Failed to create user
> : Must specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/User.
> pm:546)
> [11230] [Wed Jan 11 16:07:13 2017] [crit]: Permission Denied: You do not
> have permission to communicate with RT (/opt/rt4/sbin/../lib/RT/
> Interface/Email.pm:697)
>
>
> Am I missing any configuration at my end?
>
> Thanks.
>

[rt-users] Not able to create external users with external auth

[aniket tripathy]

hello,

We are using RT 4.4 and using the external authentication mechanism from a
remote DB to authenticate the user. To enable others to create ticket we
have enabled *AutoCreateNonExternalUsers*. But any mails from outside gets
the response.

*"You do not have permission to communicate with RT".*

 Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } );
 Set($AutoCreateNonExternalUsers, 1);
 Set( $ExternalAuthPriority, ["My_SSO_Cookie"] );
 Set( $ExternalInfoPriority, ["My_MySQL"] );
 Set($AutoCreateNonExternalUsers, 1);

At the queue level, I have given everyone the right to  create and reply to
tickets.

The logs are like:

[11230] [Wed Jan 11 16:07:08 2017] [info]:
RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED Key:
rtUserName Value:  No User Found in External Database!
(/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:400)
[11230] [Wed Jan 11 16:07:08 2017] [info]:
RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED Key:
emailId Value:  No User Found in External Database!
(/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:400)
[11230] [Wed Jan 11 16:07:08 2017] [info]:
RT::User::CanonicalizeUserInfoFromExternalAuth returning Comments:
Autocreated on ticket submission, Disabled: , EmailAddress: , Name: ,
Privileged: , RealName:  (/opt/rt4/sbin/../lib/RT/User.pm:812)
[11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value
$email in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/User.pm
line 680. (/opt/rt4/sbin/../lib/RT/User.pm:680)
[11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value
$args{"Name"} in concatenation (.) or string at
/opt/rt4/sbin/../lib/RT/User.pm line 143.
(/opt/rt4/sbin/../lib/RT/User.pm:143)
[11230] [Wed Jan 11 16:07:08 2017] [warning]: Use of uninitialized value
$args{"EmailAddress"} in concatenation (.) or string at
/opt/rt4/sbin/../lib/RT/User.pm line 143.
(/opt/rt4/sbin/../lib/RT/User.pm:143)
[11230] [Wed Jan 11 16:07:13 2017] [critical]: Failed to create user
: Must specify 'Name' attribute
(/opt/rt4/sbin/../lib/RT/User.pm:546)
[11230] [Wed Jan 11 16:07:13 2017] [crit]: Permission Denied: You do not
have permission to communicate with RT
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:697)


Am I missing any configuration at my end?

Thanks.