Re: [rt-users] REST API, AUTOMATION and Recipes.

[Guadagnino Cristiano]

Hi Reza,

I have written a little open source Windows application that sits in the system 
tray and notifies you when a new ticket arrives or when someone reopens one of 
your closed tickets.

It is communicating with RT through the REST APIs.



You can find it here, if you're curious:

https://app.assembla.com/spaces/rtcheckerv2/wiki



It still has a couple bugs, but we're all using it here in production.



Cris







Il mercoledì 26 ottobre 2016 alle 03:17:05 CEST, Reza ha scritto:

Greetings Community:

Past 3:00 AM EST here in Toronto and this learning exercise is just too darn 
addictive!

I've already been digging deep inside the API documentations of RT, to be more 
specific the REST API.

The contributors and developers of RT are simply pure ingenious.  The REST API 
is allowing any Joe like me to come up with a beautifully designed web 
interface and communicate with RT to do almost anything (if not all).  I've 
already started writing code to integrate with bash scripts, php, simple CURL, 
etc., as the initial input by web-form, or telephone touch pad.  I'm only 
beginning to imagine the potential of a phone system integration of a call 
centre into RT.

Most of us here are systems admins, system analysts and coders.  Just 
curious...  how many of you folks here in this community have actually written 
your own apps to integrate with RT via the REST API?

Thanks!
Reza.

[Superbly pumped to learn more.  Cheers!]



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* Los Angeles - Q1 2017

Re: [rt-users] How to set up a recursive group in RT 4.4.0

[Guadagnino Cristiano]

I did not have to do anything special.
I simply have some groups which are members of another group, and that is 
sufficient to have the privileges inherited from the top group down to the 
members of the bottom groups.

Hope this helps.

Cris


Il venerdì 26 agosto 2016 alle 07:52:53 CEST, Tom Robinson ha scritto:
> What does the "Recursive member" flag indicate in the Memberships list of a
> group? How does it get set?
> On 25/08/16 15:44, Tom Robinson wrote:
> > RT 4.4.0
> > 
> > Hi,
> > 
> > I can't seem to set up a recursive group so that the main groups
> > privileges are inherited to member groups.
> > 
> > Can someone please point me in the direction of the best documentation for
> > this or give me guidance. My google-fu has failed me today!
> > 
> > Kind regards,
> > Tom
> > 
> > 
> > 
> > 
> > -
> > RT 4.4 and RTIR training sessions, and a new workshop day!
> > https://bestpractical.com/training * Boston - October 24-26
> > * Los Angeles - Q1 2017

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RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Original request on Resolve page

[Guadagnino Cristiano]

Hi all,
we thought it would be nice to be able to see the original request when 
resolving a ticket.

Does anybody know how to implement this (or maybe someone already did)?

Thank you in advance
Cris
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* Los Angeles - September, 2016

Re: [rt-users] [rt-announce] New site for the RT Wiki

[Guadagnino Cristiano]

Hi Jim,
this is great news, since Wikia has become really unusable, even with AdBlock 
turned on. Moreover, my employer just blocked Wikia because of the main focus 
on gaming.

I spent an hour yesterday reformatting my articles for the new wiki (some 
formatting had been lost). Now everything is good, but my articles are lacking 
images.

I recovered the original images from Wikia, but apparently the new wiki is not 
configured to allow image upload.

Are you going to fix this problem, or should we rely on an external image 
repository?

Regards
Cris



Il venerdì 17 giugno 2016 alle 12:58:56 CEST, Jim Brandt ha scritto:
> Hello RT Users,
> 
> Best Practical is moving the RT wiki to a new hosting site!
> 
> If you've used the RT community wiki over the years, you may have
> noticed the ads have increased quite a bit on Wikia. To make sure RT
> users have a productive environment to share their RT knowledge, we're
> moving to our own hosted wiki so you can focus just on reading about and
> sharing RT knowledge.
> 
> We need your help to complete the cut-over.
> 
> The new wiki is now available here:
> 
> https://rt-wiki.bestpractical.com
> 
> We have copied over all of the great content from the current wiki and
> now we'd like you to check the new site and confirm the content has been
> copied correctly. Also, we're unable to move the accounts, so we'd like
> you to sign up for a new account and try editing some pages.
> 
> Our plan is to welcome feedback for the next 2 weeks and fix any issues
> you discover. Assuming there are no major issues, on Wednesday, June 29,
> we're targeting a cut-over where we'll make the new wiki the primary RT
> wiki. Shortly after that, we'll work on turning off the version on Wikia.
> 
> You can see current changes and issues, and add new ones, here:
> 
> https://rt-wiki.bestpractical.com/index.php?title=Wikia_Move
> 
> Or send email to us at feedb...@bestpractical.com
> 
> We hope you like the new wiki site and as always, thanks for your help
> and support for RT!
> 
> Best Practical
> ___
> rt-announce mailing list
> rt-annou...@lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
> -
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> * Los Angeles - September, 2016

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Re: [rt-users] Critical error after upgrading to RT 4.4.0

[Guadagnino Cristiano]

Hi Shawn,
I applied the patch a few days ago and it seems to be working quite well!

Thank you!
Cris


Il venerdì 10 giugno 2016 alle 16:11:54 CEST, Shawn Moore ha scritto:
> On 2016年6月6日 at 4:14:57, Guadagnino Cristiano 
(guadagnino.cristi...@creval.it) wrote:
> > Hi Shawn!
> 
> Hi Cris,
> 
> > Uhm. The only thing I can think of is that I have added a custom role.
> > Maybe this is the thing that's giving me problems?
> > 
> > Apparently however the custom role is behaving well.
> 
> I replicated the issue (it happens when a user has CreateTicket but not
> ShowTicket) and I believe I’ve fixed it. Can you try the following patch?
> 
> https://github.com/bestpractical/rt/commit/5d0a88d47f141f37fdb8bb7c6e3428c12
> 2aff423
> 
> The fix will be included as part of RT 4.4.1 as this is definitely a
> blocker!
> > Thank you!
> > 
> > Cris
> 
> Thanks for helping track this down, and sorry about the trouble.
> 
> Cheers,
> Shawn
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016

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Re: [rt-users] Critical error after upgrading to RT 4.4.0

[Guadagnino Cristiano]

Sorry Joop,

it's the same here.



I still have colored priority labels, but the status label isn't colored 
anymore starting from 4.0.x.



As I'm swamped, too, I don't have the time to remove that customization since 
it seems it doesn't do any harm besides being non-functional.



Cris





Il lunedì 6 giugno 2016 alle 10:56:06 CEST, Joop ha scritto:

On 6-6-2016 10:09, Guadagnino Cristiano wrote:

Plus, I have a few customizations:

- show status and priority in color

Thats interesting :-)

I'm running 4.4.0 too and also an upgrade from but from 4.0.X but I can't get 
to show status in color.
I had the extended_status coloring from the wiki but that doesn't work anymore. 
I had a quick look but at the moment I'm swamped by other stuff than RT :-(

Can you share your mods?

TIA,

Joop



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
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Re: [rt-users] Critical error after upgrading to RT 4.4.0

[Guadagnino Cristiano]

Hi Shawn!



Il mercoledì 1 giugno 2016 alle 11:57:13 CEST, Shawn Moore ha scritto:



> This is the first we’ve seen of this error. :/ If you can send over a stack

> trace that will help track it down. Adding this to your site config will do

> so:

>

> Set($LogStackTraces, “error");



OK, I put it in. Fortunately the error is quite sporadic (one or two times a 
day), so it will be sometime before I get a stack trace.

Where do I find stack traces when they are generated?



> > I am having difficulty understanding where the problem is (what's the

> > meaning of "ticket groups"?) and hence how to solve it.

>

> Ticket groups are the groups that contain AdminCcs, Ccs, Requestors, etc.



Uhm. The only thing I can think of is that I have added a custom role. Maybe 
this is the thing that's giving me problems?

Apparently however the custom role is behaving well.



> Do you have any customizations? Which extensions are installed? And which

> database are you on?



I have these plugins:

Plugin('RT::Extension::ExtractCustomFieldValues');
Plugin('RT::Extension::ReportSpam');
Plugin('RT::Extension::CustomFieldsOnUpdate');
Plugin('RT::Extension::Announce');

Plus, I have a few customizations:

- show status and priority in color

- my own 
FlexibleSignature



I am on mysql 5.1.73 (CentOS 6.7)

Thank you!

Cris


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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Critical error after upgrading to RT 4.4.0

[Guadagnino Cristiano]

Yesterday I upgraded from RT 4.2.12 to RT 4.4.0.



Today I am sometimes getting errors like this:



[30091] [Wed Jun  1 09:13:03 2016] [critical]: Couldn't create ticket groups 
for ticket 133221. aborting Ticket creation. 
(/opt/rt4/sbin/../lib/RT/Ticket.pm:444)

[30091] [Wed Jun  1 09:13:03 2016] [crit]: Ticket creation failed: I: AGG 
MAGGIO 2016.xlsx: Ticket could not be created due to an internal error 
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:
697)

I am having difficulty understanding where the problem is (what's the meaning 
of "ticket groups"?) and hence how to solve it.



Please help!!!



Cris


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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] A little problem with AddTicketHistoryToMail

[Guadagnino Cristiano]

Hi all,

we're using 
AddTicketHistoryToMail
 , more or less verbatim, as a template for the message that gets sent to 
requestors on resolve.



I have a little problem with that though: if there is a transaction with a 
plain-text file attachment in the history, the template is sending the content 
of the file instead of the message (for that transaction).



How can I fix it?

Looking at the template, it seems every message is an "attachment" for RT, so 
how do I discriminate among a message and a real file attachment?



Thank you in advance.

Cris


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Custom role?

[Guadagnino Cristiano]

Shawn,
I'm sorry but I think I still need some help.

I disabled the single-member custom role and created a new 
multiple-member custom role.

I applied it to a queue, and then I entered the queue configuration and 
added myself as GroupManager on that queue.

After that, if I look at the tickets in that queue (both those 
pre-existing and those created afterwards) I see no user in the 
GroupManager field.

I would have expected to see my name as GroupManager.
How is this supposed to work?

Thank you in advance.
Cris



-Messaggio originale-
Da: Cristiano Guadagnino 
Inviato: Fri May 06 2016 08:51:52 GMT+0200 (CEST)
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Custom role?

> Oh I see!
> So, a single-member custom role can only be configured per-ticket. I had
> hoped for something more "permanent", like the case with multi-member
> custom roles. It could be done with a script however, I think?
>
> Thank you Shawn for your reply, it has been enlightening!
>
> On a related note: how do you delete a custom role? I do not find
> anything in the UI (besides the ability to disable it), it doesn't even
> appear in the shredder 'object' plugin.
>
>
> Cris
>
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Custom role?

[Guadagnino Cristiano]

Oh I see!
So, a single-member custom role can only be configured per-ticket. I had 
hoped for something more "permanent", like the case with multi-member 
custom roles. It could be done with a script however, I think?

Thank you Shawn for your reply, it has been enlightening!

On a related note: how do you delete a custom role? I do not find 
anything in the UI (besides the ability to disable it), it doesn't even 
appear in the shredder 'object' plugin.


Cris



On 05/05/2016 23:20, Shawn Moore wrote:
> On 2016年5月5日 at 4:45:55, Guadagnino Cristiano 
> (guadagnino.cristi...@creval.it) wrote:
>> Hi all,
> Hi Cris,
>
>> I am trying to use the new "custom role" functionality in RT 4.4, but
>> I'm not sure I understand how it works.
>>   
>> I created the new "GroupManager" role and I assigned some queue
>> privileges to it.
>>   
>> The problem is: how am I supposed to assign the role to a user?
> You’ll first have to pick which queues the GroupManager role should be 
> applied to, just like you do for custom fields. Admin -> Custom Roles -> 
> GroupManager -> "Applies to" lets you select the queues.
>
> Then, when you’re creating or updating tickets in that queue, you’ll see 
> GroupMember alongside other People fields. It’ll be next to either 
> AdminCc/Cc/Requestor if it’s a multi-member role, or in this case, since it 
> sounds like a single-member role, alongside Owner.
>
> If it’s a multi-member role, you can also add members on the queue level by 
> going to Admin -> Queues -> (select your queue) -> Watchers, just like you 
> can for Cc and AdminCc.
>
>> Thank you in advance
>>   
>> Cris
> Thanks!
> Shawn
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Custom role?

[Guadagnino Cristiano]

Hi all,
I am trying to use the new "custom role" functionality in RT 4.4, but 
I'm not sure I understand how it works.

I created the new "GroupManager" role and I assigned some queue 
privileges to it.

The problem is: how am I supposed to assign the role to a user?

Thank you in advance

Cris
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Incomplete upgrade

[Guadagnino Cristiano]

I just noticed today that the upgrade from 4.2.1 to 4.2.3 went incomplete. It 
was done on march 2014.
I don't know how it went unnoticed until today.

Going to Admin => Tools => Configuration (as root) I see:
Upgrade from 4.2.1 to 4.2.3 (Incomplete)
Upgrade from 4.2.1 to 4.2.2 (Incomplete)

How do I know what went wrong, and how can I fix it now?
My rt.log file starts in 2013, but I find nothing there at the date/time when 
the failure occurred.
I am presently at 4.2.12, and I'd like to upgrade to 4.4.0 in a few days.

Thank you in advance.

Cris

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Error when using nickname field in search

[Guadagnino Cristiano]

Hi all,
I have a few charts on my "RT at a glance" page, to summarize our ticketing 
activity.
Today I edited the charts and changed the "group by" option from "name" to 
"nickname".
The charts still display correctly. However, before I was able to click on a 
row in the associated data table and see the results page.

Now when I click on a row in the associated data table I get an error saying:

There was an error parsing your search query: Invalid watcher subfield: 
'NickName'.  Your RT admin can find more information in the error logs.


In the log I can see this:


Stack:

  [/opt/rt4/sbin/../lib/RT/Tickets.pm:1025]

  [/opt/rt4/sbin/../lib/RT/Tickets.pm:3029]

  [/opt/rt4/sbin/../lib/RT/SQL.pm:172]

  [/opt/rt4/sbin/../lib/RT/Tickets.pm:3037]

  [/opt/rt4/sbin/../lib/RT/Tickets.pm:3055]

  [/opt/rt4/share/html/Search/Results.html:120]

  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]

  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]

  [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Tickets.pm:3059)

[23990] [Fri Oct 30 09:23:01 2015] [error]: Couldn't parse query: Invalid 
watcher subfield: 'NickName' at /opt/rt4/sbin/../lib/RT/Tickets.pm line 1025.

Is this nromal behavior?
I can see how using nicknames should not be a very important feature in RT, 
however I believe RT should at least handle it more gracefully.

Cris

[rt-users] Patch to change RT's behaviour regarding the signature

[Guadagnino Cristiano]

Hi all,
I was having some issues with the way RT works regarding user signatures.

First of all, RT will always put a "--" before your signature, so you 
are limited in the way your signature looks.
Second, RT will always put your signature at the top of an empty 
message, so I always have to put the cursor at the top, hit "Enter" to 
make space for my text, then put again the cursor at the top and start 
writing.
This is all quite tedious.

So I wrote a small patch to change the behaviour.

Here are the instructions (I'll post it on the wiki too) for RT 4.2.12:

1. copy /opt/rt4/share/html/Elements/MesageBox to 
/opt/rt4/local/html/Elements

2. modify /opt/rt4/local/html/Elements so that line 68 changes from:
> $signature = "-- \n". $text;
to:
> if ($text =~ m/^--$/m) {
> $signature = "\n". $text;
> } else {
> $signature = "\n-- \n". $text;
> }
3. clear your mason cache

4. restart your web server


Now, if you do not have "--" on a line by its own in your signature, RT 
will put it at the top of your signature BUT it will also leave a blank 
line before your signature.

If you already have a "--" on a line by its own in your signature, RT 
will leave it alone and will NOT put another one on top of your 
signature. Also RT will leave a blank line before your signature.

Hope this helps.

Bye
Cris

Re: [rt-users] RT and Disaster Recovery - problem

[Guadagnino Cristiano]

Hi Aaron.

-Messaggio originale-
Da: Aaron C. de Bruyn <aa...@heyaaron.com>
Inviato: Thu Sep 03 2015 19:30:40 GMT+0200 (CEST)
A: Guadagnino Cristiano <guadagnino.cristi...@creval.it>
Cc: "rt-users@lists.bestpractical.com" <rt-users@lists.bestpractical.com>
Oggetto: Re: [rt-users] RT and Disaster Recovery - problem

>>   > Are you using Apache, Nginx or something else to serve up RT?
>> Apache/2.2.15 (CentOS) Server at localhost Port 80
>
> If it's bound to localhost, how are users accessing it?  Or do you
> have something else on the box that has a public-facing IP that
> proxies traffic to port 127.0.0.1:80?
>
> Or do you have something like spawn_fcgi running on 127.0.0.1:80 with
> apache proxying?

RT is accessible only in our intranet.
Apache is configured with a few virtual doamins, one of which is 
dedicated to RT.
I don't know why it reports localhost; however this was captured on the 
working production instance, so no problem here.


> Is it the first request, or all requests?
> I had an issue with spawn_fcgi if I recall correctly, that when the
> process first started it took ~45 seconds to serve the first page.
> After that, pages were snappy.
>
> -A
>

All requests, unfortuantely.


Cris

Re: [rt-users] RT and Disaster Recovery - problem

[Guadagnino Cristiano]

Alex,
thank you for your reply.

No, the VMs do not have any snapshot enabled.

Cris


-Messaggio originale-
Da: Alex Vandiver <a...@chmrr.net>
Inviato: Wed Sep 02 2015 19:35:20 GMT+0200 (CEST)
A: Guadagnino Cristiano <guadagnino.cristi...@creval.it>
Cc: "rt-users@lists.bestpractical.com" <rt-users@lists.bestpractical.com>
Oggetto: Re: [rt-users] RT and Disaster Recovery - problem

> On Wed, Sep 02, 2015 at 03:11:52PM +, Guadagnino Cristiano wrote:
>> Our RT servers are virtualized on VMware.
>> [snip]
>> However, the problem is that - after reconfiguring the VMs - RT becomes
>> slow as a snail (tens of seconds for each page change/refresh).
>
> Do the VMs have any snapshots enabled?  I know that historically, at
> least, the mere presence of a snapshot file caused all I/O to be COW,
> which caused order-of-magnitude I/O bandwidth degradation.
>   - Alex
>

[rt-users] RT and Disaster Recovery - problem

[Guadagnino Cristiano]

Hi all,
are you using some kind of DR solution with RT?

Our RT servers are virtualized on VMware. As a DR solution, we keep 
virtual machines on our second datacenter in sync with the first one.
VMs on the second data center are switched off.

If we have problems on the first data center, we power on the VMs on the 
second and then change our DNS to point to the new VMs.
The only difference on the mirrored VMs is that thay have different IPs.

So, right after powering them up, we have to connect and change the 
configuration of those VMs to use the new IPs (at least in those cases 
where we cannot use DNS aliases).

This is acceptable for us, because RT is not such a critical asset that 
we cannot afford a downtime of a few minutes.

However, the problem is that - after reconfiguring the VMs - RT becomes 
slow as a snail (tens of seconds for each page change/refresh).

I lost a couple of days building an exact copy of our production VMs and 
experimenting with varying IPs and reconfiguring, and I am not able to 
overcome the problem, nor understand where it comes from.

Has anybody ever heard of such a problem?

T.I.A.
Cris

Re: [rt-users] RT and Disaster Recovery - problem

[Guadagnino Cristiano]

Hi Aaron,
and thank you for the quick reply.


 > What OS/distro are you running?
Centos 6.7

 > Are you using Apache, Nginx or something else to serve up RT?
Apache/2.2.15 (CentOS) Server at localhost Port 80

 > Have you checked that DNS is resolving properly on your machine?
Yes, DNS is warking properly and very fast. However, on my test VMs I
have used only IPs to avoid putting the DNS into the equation.

 > Are commands you run from the shell taking a long time to run, or is
it just RT?
Apparently it is just RT


Thank you!
Cris


Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristi...@creval.it
www.creval.it

Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l’eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall’originatore di questo messaggio per dette esigenze 
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, 
contiene informazioni da considerarsi strettamente riservate, ed è destinato 
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato 
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque 
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne 
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a 
persone diverse dal destinatario è severamente proibito, ed è pregato di 
rinviarlo immediatamente al mittente distruggendone l'originale.

-Messaggio originale-
Da: Aaron C. de Bruyn <aa...@heyaaron.com>
Inviato: Wed Sep 02 2015 17:26:02 GMT+0200 (CEST)
A: Guadagnino Cristiano <guadagnino.cristi...@creval.it>
Cc: "rt-users@lists.bestpractical.com" <rt-users@lists.bestpractical.com>
Oggetto: Re: [rt-users] RT and Disaster Recovery - problem

> I have not run into the issue, but we can try and figure out where the
> slowness is coming from.
>
> What OS/distro are you running?
>
> Are you using Apache, Nginx or something else to serve up RT?
>
> Have you checked that DNS is resolving properly on your machine?
> (type: host google.com and see how long it takes for an answer)
>
> Are commands you run from the shell taking a long time to run, or is it just 
> RT?
>
> -A
>
>
> On Wed, Sep 2, 2015 at 8:11 AM, Guadagnino Cristiano
> <guadagnino.cristi...@creval.it> wrote:
>> Hi all,
>> are you using some kind of DR solution with RT?
>>
>> Our RT servers are virtualized on VMware. As a DR solution, we keep
>> virtual machines on our second datacenter in sync with the first one.
>> VMs on the second data center are switched off.
>>
>> If we have problems on the first data center, we power on the VMs on the
>> second and then change our DNS to point to the new VMs.
>> The only difference on the mirrored VMs is that thay have different IPs.
>>
>> So, right after powering them up, we have to connect and change the
>> configuration of those VMs to use the new IPs (at least in those cases
>> where we cannot use DNS aliases).
>>
>> This is acceptable for us, because RT is not such a critical asset that
>> we cannot afford a downtime of a few minutes.
>>
>> However, the problem is that - after reconfiguring the VMs - RT becomes
>> slow as a snail (tens of seconds for each page change/refresh).
>>
>> I lost a couple of days building an exact copy of our production VMs and
>> experimenting with varying IPs and reconfiguring, and I am not able to
>> overcome the problem, nor understand where it comes from.
>>
>> Has anybody ever heard of such a problem?
>>
>> T.I.A.
>> Cris
>

--

Re: [rt-users] Eliminating quoted text in email web replies

[Guadagnino Cristiano]

Hi Josiah,
we have the same problem.

I don't think RT can do anything about this problem, as MUAs used several 
different ways to indicate quoted text.
The worst of all is Outlook, and in fact RT very often cannot correctly 
identify quoted text when coming from it.

So I have been thinking (since a long time) that there should be a way to tell 
MUAs not to quote. I don't know why nobody thought this before.
I am thinking about a new mail header that tells the MUA not to quote text when 
replying to a message.
This header could be used by all kinds of automated softwares that use email to 
communicate bi-directionally, like RT.

MUAs could then decide what to do: blindly obey the header or ask the user or 
use some pre-configured parameter or... any of a number of possibilities.

I was thinking about sending an RFC to request implementation of this new 
header, but finally I decided otherwise for a number of reasons.

First, sending an RFC seems a complicated issue. Second, I have very little 
time to understand how this is done and then to do it. Third, it would be a 
very slow process before the RFC is approved (*if* it is approved) and 
implemented by a good number of MUAs.

I am sharing these thought because maybe someone will find it a worthwhile idea 
and decide to go on and present an RFC to the IETF. Who knows?

TIA
Cris



On 10/08/2015 22:55, Josiah Philipsen wrote:
I have been trying to watch this ticket to see if someone has a solution, but 
there have not been any replies. Does anyone know how to remove the quoted text 
in an email sent to RT, so the tickets don't get as flooded.

Thanks,
Josiah

On Mon, Jul 27, 2015 at 6:08 PM, Subjected 
subjec...@subjectedtochange.commailto:subjec...@subjectedtochange.com wrote:
Is there any way to remove or delete quoted text in email replies or replies 
from the self-service web interface?

Whenever a user replies to a ticket notification, usually their email client 
quotes the original text. When the reply is received by RT and notifications 
sent to ticket owners, it includes the quoted text. This ends up making a real 
mess of replies and becomes difficult to see the new information.

I can see in the web interface how RT tries to hide the quoted text. This helps 
with the web interface and self-service, but email updates are still are 
polluted with unnecessary quoted text from previous replies.

We include this text in the top of our email templates:

## For best results, when replying to this email, first DELETE the quoted 
message body before entering your reply ##

But most users ignore those instructions.

Is there any way to force RT to delete any quoted text for an update from a 
prior RT email notification?

[rt-users] What is the meaning of Scrip #rule??

[Guadagnino Cristiano]

Hi all,
I have been fighting several hours with this one.

I enabled approvals, but I don't want the requestors to receive any message 
when their ticket has been approved.
So I disabled two scrips:

  *   When a ticket has been approved by any approver, add correspondence to 
the original ticket
  *   When a ticket has been approved by all approvers, add correspondence to 
the original ticket

However, the template that is associated with the second rule is sent anyway.

Looking at the headers of the sent email, I have been able to correlate it to 
this message in the log:

[18379] [Thu Jul 23 10:00:42 2015] [info]: 
rt-4.2.10rc1-18379-1437645642-1012.100492-...@test.bkdmailto:rt-4.2.10rc1-18379-1437645642-1012.100492-...@test.bkd
 #100492/1422269 - Scrip #rule  
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:284)

What is this Script #rule thing?
Usually I see a scrip number is other similar rows in the log, but this one is 
different and I don't know what it means.

Please help.

Cris

Re: [rt-users] RT 4.2.10 crash

[Guadagnino Cristiano]

Todd,
I have these templates:

  *   New Pending Approval
  *   Approval Passed
  *   All Approvals Passed
  *   Approval Rejected
  *   New Pending Approval in HTML
  *   Approval Passed in HTML
  *   All Approvals Passed in HTML
  *   Approval Rejected in HTML
  *   Approval Ready for Owner in HTML
  *   Transaction in HTML
  *   Transaction

Upon visual inspection they seem OK, but the last two templates are empty.

Of all the templates, only three are used by scrips:

  *   New Pending Approval is used by scrip 12 (When an approval ticket is 
created, notify the Owner and AdminCc of the item awaiting their approval)
  *   Approval Rejected is used by scrip 13 (If an approval is rejected, 
reject the original and delete pending approvals)
  *   Transaction is used by scrip 4 (On Create Notify AdminCcs)

Todd, does Best Practical offer support for troubleshooting?
Could you send me (privately) some figures?
If we can't fix this issue by ourselves I'll see if I can convince the 
management to ask for support.

T.I.A.

Cris





On 17/06/2015 05:34, Todd Wade wrote:
On 6/16/15 10:57 AM, Guadagnino Cristiano wrote:
unfortunately, even after completely fixing the db with rt-validator, I
still have the same problem with approvals.

I am at a loss, if anybody has something to contribute it would be very
appreciated.

Can you confirm that the Approvals templates are installed? Navigate to 
/Admin/Queues/index.html?FindDisabledQueues=1 (this is the 'Admin queues' page 
with the 'Include disabled queues in listing' checkbox checked), click on the 
__Approvals queue and then click on 'Tempates' in the subnav. Are there 
Templates listed there?

Without access to your system its very much a guess but it sounds like somehow 
the approvals infrastructure wasn't installed (or wasn't installed correctly) 
in your system during the upgrade that added it in.

Regards,

Re: [rt-users] RT 4.2.10 crash

[Guadagnino Cristiano]

Todd,
unfortunately, even after completely fixing the db with rt-validator, I 
still have the same problem with approvals.

I am at a loss, if anybody has something to contribute it would be very 
appreciated.

Cris



On 11/06/2015 11:31, Guadagnino Cristiano wrote:
 Todd, thank you very much for your reply.

 This is an upgrade from 4.2.9, but we have a long story with RT (since
 2008) and we have always been upgrading without ever doing a clean install.
 I think some minor corruption may have been adding up through the years.

 Anyway, I just finished creating a couple of VMs, cloning the production
 server. I have been running rt-validator --check --verbose --resolve on
 the copy and now I am testing to verify that RT is still working as
 expected.
 rt-validator reported a lor of errors, but mainly due to missing
 principals (principals that existed at the time but have been delete since).

 In the next days, as my time permits, I'll be testing the approvals
 workflow on the copies and see if the problem is solved or at least if I
 can get a clearer debug log.

 Cris



 On 11/06/2015 03:18, Todd Wade wrote:
 Looking at the code, that error is because a RT template didn't load.
 -Load probably returns an error message that should be logged, but
 its pretty bad that your RT is crashing there.

 Is this a clean install of 4.2.10? Or did you upgrade from a previous
 version? If so, what version?

 In general approvals are known to be working correctly, so its likely
 something specific to the contents of your database, its somehow got
 in to a bad state. You might want to check your database with
 sbin/rt-validator:

 https://bestpractical.com/docs/rt/latest/rt-validator.html

Re: [rt-users] RT 4.2.10 crash

[Guadagnino Cristiano]

Todd, thank you very much for your reply.

This is an upgrade from 4.2.9, but we have a long story with RT (since 
2008) and we have always been upgrading without ever doing a clean install.
I think some minor corruption may have been adding up through the years.

Anyway, I just finished creating a couple of VMs, cloning the production 
server. I have been running rt-validator --check --verbose --resolve on 
the copy and now I am testing to verify that RT is still working as 
expected.
rt-validator reported a lor of errors, but mainly due to missing 
principals (principals that existed at the time but have been delete since).

In the next days, as my time permits, I'll be testing the approvals 
workflow on the copies and see if the problem is solved or at least if I 
can get a clearer debug log.

Cris



On 11/06/2015 03:18, Todd Wade wrote:
 Looking at the code, that error is because a RT template didn't load. 
 -Load probably returns an error message that should be logged, but 
 its pretty bad that your RT is crashing there.

 Is this a clean install of 4.2.10? Or did you upgrade from a previous 
 version? If so, what version?

 In general approvals are known to be working correctly, so its likely 
 something specific to the contents of your database, its somehow got 
 in to a bad state. You might want to check your database with 
 sbin/rt-validator:

 https://bestpractical.com/docs/rt/latest/rt-validator.html

Re: [rt-users] RT 4.2.10 crash

[Guadagnino Cristiano]

I see that nobody has any idea regarding my problem.

After more investigation, I can say that part of the problem is that, upon 
approving a ticket, there is a correspond transaction on the original ticket, 
so all the scrips that act on correspond are fired. *BUT* I cannot actually see 
any correspond transaction on the original ticket!

Also, by adding a lot of debugging in the scrips, I see other strange ticket 
metadata. As an example, I see the ticket status is open, but when I look at 
the ticket in RT it is still new (as it should be).

This is the reason (or at least one of the reasons) why RT is misbehaving... 
or, better, some of my scrips are misbehaving.

Could someone please shed some light on the way approvals are working 
internally? Especially the reason of this ghost correspond transaction, and how 
can I tell it apart from the normal correspond transactions.

T.I.A.

Cris





On 04/06/2015 10:32, Guadagnino Cristiano wrote:
Hi all,
I have recently implemented approvals for one queue in our RT (v4.2.10).

I am experiencing a crash, and I cannot find the reason for it.
As soon as the approver approves a ticket, he gets an error message (see 
attached image001.png).

The log is not very clear (not for me at least) on the reason for the crash.

Here is an excerpt of the log just around the crash:

[25336] [Wed Jun  3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch 
stage with applicable type(s) Status for txn #1533997 on ticket #105388 
(/opt/rt4/sbin/../lib/RT/Scrips.pm:477)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't 
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun  3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 694):1)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't 
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun  3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 695):1)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't 
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch 
stage with applicable type(s) Comment for txn #1533993 on ticket #105388 
(/opt/rt4/sbin/../lib/RT/Scrips.pm:477)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't 
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun  3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 696):1)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't 
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun  3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 697):1)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't 
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch 
stage with applicable type(s) Comment for txn #1533994 on ticket #105388 
(/opt/rt4/sbin/../lib/RT/Scrips.pm:477)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't 
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun  3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 698):1)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't 
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun  3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 699):1)
[25336] [Wed Jun  3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't 
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337)
[25336] [Wed Jun  3 15:14:27 2015] [error]: Died at 
/opt/rt4/sbin/../lib/RT/Rule.pm line 100.

Stack:
  [/opt/rt4/sbin/../lib/RT/Rule.pm:100]
  [/opt/rt4/sbin/../lib/RT/Approval/Rule/Passed.pm:104]
  [/opt/rt4/sbin/../lib/RT/Ruleset.pm:73]
  [/opt/rt4/sbin/../lib/RT/Transaction.pm:212]
  [/opt/rt4/sbin/../lib/RT/Record.pm:1693]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:2696]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:2398]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:2348]
  [/opt/rt4/share/html/Approvals/index.html:86]
  [/opt/rt4/share/html/Approvals/autohandler:53]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]
  [/opt/rt4/share/html/autohandler:53] 
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
[25336] [Wed Jun  3 15:14:27 2015] [warning]: Rollback and commit are mixed 
while escaping nested transaction at 
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 848. 
(/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:848)
[25336] [Wed Jun  3 15:14:27 2015] [critical]: Transaction not committed. 
Usually indicates a software fault.Data loss may have occurred 
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:168)

I found evidence of some problems in a scrip a little earlier in the log:
[25227] [Wed Jun  3 13:49:47 2015] [info]: -- Scrip 21 -- ((eval 790):1)
[25227] [Wed Jun  3 13:49:47 2015] [warning]: Use of uninitialized value 
$principal in pattern match (m//) at /opt/rt4/sbin/../lib

Re: [rt-users] Need help getting REST API calls to work using WinHttpRequest from VBA

[Guadagnino Cristiano]

Hi,
you will probably find what you need by looking at the source code of my 
RTChecker project.
Look here: https://www.assembla.com/spaces/rtcheckerv2

Hope this helps
Cris


On 05/01/2015 04:39 PM, Tim Elkin wrote:
Our goal is to create a Ticket in RT using VBA using the WinHttpRequest object. 
 We understand that there are 2 login pages involved with RT.

So, first we log into the first RT login page using using a POST request and 
passing the username and password using the SetCredentials function of the 
WinHttpRequest object.  This request appears to return a valid session cookie 
which we parse to use in our second WinHttpRequest request.

In making our second request we use a GET request setting the 2nd RT login 
username and password using the SetCredentials function and in addition we now 
are passing the session cookie (that is we send a portion of the session cookie 
returned from the previous request) info using the SetRequestHeader (as in 
SetRequestHeader Cookie, mvarSessionCookie ).  In this second request we are 
asking for an RT Ticket to be returned using https://(our 
url)/REST/1.0/ticket/(a ticket 
#)/showhttps://(oururl)/REST/1.0/ticket/(aticket#)/show.  However, we 
receive the 401 Authorization error instead.

Some sample code would be great.

Below is the code we are using presently to verify that the session cookie we 
receive from the 1st RT login page is valid by
using a second request to return an existing RT ticket (which is hard coded for 
testing purposes):

Private Const cnstBase_URL As String = https://[our RT url]

With WinHttpReq
'either of the following lines seems to work and return a cookie
.Open POST, cnstBase_URL

.SetRequestHeader User-Agent, Mozilla/5.0 (Windows NT 6.1; WOW64; 
rv:31.0) Gecko/20100101 Firefox/31.0
.SetRequestHeader Connection, keep-alive

'user name and password for 1st RT login page/url
.SetCredentials cnstRequestor, cnstPWD, 
HTTPREQUEST_SETCREDENTIALS_FOR_SERVER

On Error Resume Next
.Send

If Err.Number = 0 Then
If .Status = 200 Then
On Error Resume Next
output_Cookie = .getResponseHeader(Set-Cookie)
On Error GoTo 0

myCookie = Split(output_Cookie, ;)
If UBound(myCookie)  0 Then
'implicit conversion to string
mvarSessionCookie = myCookie(0)
End If
Else
Debug.Print HTTP   .Status .StatusText
End If
Else
Debug.Print Error   Err.Number Err.Source 
Err.Description
End If
On Error GoTo 0

End With

Set WinHttpReq = Nothing

If Trim(mvarSessionCookie) =  Then Exit Function

'perform second request
Set WinHttpReq = New WinHttp.WinHttpRequest
With WinHttpReq
'get ticket data
Dim TargetURL As String

'to test cookie, display a ticket
'hard coded for testing as this works from the Browser which I thought 
would be a good test
'to see if the Cookie variable works
TargetURL = https://[our RT url]/REST/1.0/ticket/96494/show

.Open GET, TargetURL, False

.SetRequestHeader User-Agent, Mozilla/5.0 (Windows NT 6.1; WOW64; 
rv:31.0) Gecko/20100101 Firefox/31.0
.SetRequestHeader Connection, keep-alive

.SetRequestHeader Cookie, mvarSessionCookie

'user name and password for 2nd RT login page/url
.SetCredentials cnstBasic_Auth_User, cnstBasic_Auth_PWD, 
HTTPREQUEST_SETCREDENTIALS_FOR_SERVER

On Error Resume Next
.Send

If Err.Number = 0 Then
If .Status = 200 Then
Debug.Print
Debug.Print .ResponseText
Debug.Print .GetAllResponseHeaders
Else
Debug.Print HTTP   .Status .StatusText
End If
Else
Debug.Print Error   Err.Number Err.Source 
Err.Description
End If
On Error GoTo 0

Debug.Print .GetAllResponseHeaders

End With

Set WinHttpReq = Nothing


Thanks, in advance,
Tim

Re: [rt-users] Testing SLA extension

[Guadagnino Cristiano]

Nobody?
Or did I fail to provide some needed detail?

T.I.A.

Cris



On 03/11/2015 04:11 PM, Guadagnino Cristiano wrote:
Hi all,
I am configuring some new queues for a division that wants to use RT too.

They work with SLAs, so I am testing the usage of the SLA extension.

I installed it, but I have some difficulties adapting it to the way they work.
They want to have this kind of SLA: when a ticket with a particular pattern in 
the object arrives, they want to have a work-day to take it, and another 
work-day to resolve it.

I have RT::Extension::ExtractCustomFieldValues to scan the subject of incoming 
emails and set the SLA CF accordingly. This is working correctly.

Here is my RT::Extension::SLA configuration:

# For RT-Extension-SLA
%RT::ServiceAgreements = (
Default = 'NoSLA',
QueueDefault = {
'SicurezzaLogica' = 'NoSLA',
},
Levels = {
'NoSLA' = { Resolve = { BusinessMinutes = 60*24*365*5 } },
'Standard' = {
BusinessHours = 'Default',
Starts = { BusinessMinutes = 60*8 },
Resolve = { BusinessMinutes = 60*8 },
},
},
);
%RT::ServiceBusinessHours = (
'Default' = {
1 = { Name = 'Lunedì',Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
2 = { Name = 'Martedì',   Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
3 = { Name = 'Mercoledì', Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
4 = { Name = 'Giovedì',   Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
5 = { Name = 'Venerdì',   Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
holidays = [qw(01-01 01-06 04-05 04-06 04-25 05-01 06-02 08-15 
11-01 12-08 12-25 )],
},
);
# End RT-Extension-SLA

When I create a test ticket with the magic word in the subject, i get this:

The RT System itself - SLA NoSLA added
The RT System itself - Starts changed from Not set to 2015-03-11 10:51:23
The RT System itself - changed SLA NoSLA to Standard
The RT System itself - Due changed from Not set to 2015-03-12 11:20:23
The RT System itself - Starts changed from 2015-03-11 10:51:23 to 2015-03-12 
11:20:23

(hand translated from italian)

This is correct, but then when I take that ticket, the due date is not changed 
again.
Is this correct?
Is it possible to configure the SLA extension to work the way they want?

Thank you in advance for any help.
Cris

[rt-users] Testing SLA extension

[Guadagnino Cristiano]

Hi all,
I am configuring some new queues for a division that wants to use RT too.

They work with SLAs, so I am testing the usage of the SLA extension.

I installed it, but I have some difficulties adapting it to the way they work.
They want to have this kind of SLA: when a ticket with a particular pattern in 
the object arrives, they want to have a work-day to take it, and another 
work-day to resolve it.

I have RT::Extension::ExtractCustomFieldValues to scan the subject of incoming 
emails and set the SLA CF accordingly. This is working correctly.

Here is my RT::Extension::SLA configuration:

# For RT-Extension-SLA
%RT::ServiceAgreements = (
Default = 'NoSLA',
QueueDefault = {
'SicurezzaLogica' = 'NoSLA',
},
Levels = {
'NoSLA' = { Resolve = { BusinessMinutes = 60*24*365*5 } },
'Standard' = {
BusinessHours = 'Default',
Starts = { BusinessMinutes = 60*8 },
Resolve = { BusinessMinutes = 60*8 },
},
},
);
%RT::ServiceBusinessHours = (
'Default' = {
1 = { Name = 'Lunedì',Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
2 = { Name = 'Martedì',   Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
3 = { Name = 'Mercoledì', Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
4 = { Name = 'Giovedì',   Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
5 = { Name = 'Venerdì',   Start = '8:05', End = '16:46', 
Breaks = [ { Start = '13:05', End = '14:15' } ] },
holidays = [qw(01-01 01-06 04-05 04-06 04-25 05-01 06-02 08-15 
11-01 12-08 12-25 )],
},
);
# End RT-Extension-SLA

When I create a test ticket with the magic word in the subject, i get this:

The RT System itself - SLA NoSLA added
The RT System itself - Starts changed from Not set to 2015-03-11 10:51:23
The RT System itself - changed SLA NoSLA to Standard
The RT System itself - Due changed from Not set to 2015-03-12 11:20:23
The RT System itself - Starts changed from 2015-03-11 10:51:23 to 2015-03-12 
11:20:23

(hand translated from italian)

This is correct, but then when I take that ticket, the due date is not changed 
again.
Is this correct?
Is it possible to configure the SLA extension to work the way they want?

Thank you in advance for any help.
Cris

Re: [rt-users] Show recipient on ticket update - not working

[Guadagnino Cristiano]

Thank you Marcos, that was exactly the problem!

I completely forgot it, but now I see that I put a note in my customized  On 
correspondence notify Requestor and CC scrip, that reads:
TransactionBatch is needed otherwise messages will be sent out twice.

I do not remember it this is something that was needed in past RT versions or 
if it is still necessary now.
I'll do some tests in my non-production system.

Thank you
Cris




Da: Marcos Orallo m_ora...@yahoo.esmailto:m_ora...@yahoo.es
Inviato: Sat Mar 07 2015 10:05:37 GMT+0100 (CET)
A: Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Show recipient on ticket update - not working

Hi Cris,

Check if you have Scrip for On correspondence notify Requestor and CC 
enabled, in Normal stage (you can check this in Applies to section when editing 
the scrip).

If you have it in Batch, you won't be able to see and edit the predicted 
recipients when replying or commenting.

Cheers.

El 06/03/2015 13:13, Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it 
escribió:
Hi all,
I have both the 'Recipients' and the 'Scrips and Recipients' sections
empty when I resolve/reply to a ticket.
I mean, I see no recipients and no check boxes.
I have no warnings/errors in the log.

What can it be that is causing this behavior?

Thank you in advance.
Cris

[rt-users] Show recipient on ticket update - not working

[Guadagnino Cristiano]

Hi all,
I have both the 'Recipients' and the 'Scrips and Recipients' sections 
empty when I resolve/reply to a ticket.
I mean, I see no recipients and no check boxes.
I have no warnings/errors in the log.

What can it be that is causing this behavior?

Thank you in advance.
Cris

Re: [rt-users] Resolve ticket dependant and correspond.

[Guadagnino Cristiano]

I'm not sure if it is supported in RT 4.2.6, but you could set:

Set($HideResolveActionsWithDependencies, 1);

in your RT_SiteConfig.pm.
This way, you will not have a Resolve action in your menu if the ticket 
cannot be resolved due to dependencies.

Hope this helps.

Cris



On 23/02/2015 12:22, elif...@free.frmailto:elif...@free.fr wrote:
Hello,

I've searched through the mailing list archive, but could not find any hint 
yet. Could someone help me with this :

The context (RT version is 4.2.6.) :

  *   Ticket #1 is dependant on ticket #2, so ticket #1 cannot be resolved if 
ticket #2 is not resolved.
  *   The Resolve action in the lifecycle :  'open - resolved'  = { label  = 
'Resolve',   update   = 'Respond' }.

Ticket #2 is open. But it happens that by mistake we go to the Actions menu, on 
ticket #1, and click on Resolve. And then write a message to explain how the 
ticket has been resolved. The mail is sent to the requestor, though the 
ticket's status won't be updated to resolve as it is dependant on ticket #2 
still open.

Question :
How could it be possible to prevent the correspondance mail to being sent as 
the ticket can't be solved ?

Thanks a lot for your help,
Elisabeth

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Both templates contain RT-Send-Attachment: yes as second row.
Yesterday I did some more experiments, unfortunately without success.

Cris


On 04/02/2015 20:03, Alex Vandiver wrote:
 On Wed, 4 Feb 2015 18:26:36 + Guadagnino Cristiano
 guadagnino.cristi...@creval.it wrote:
 Thank you Alex,
 so basically my test is correct and my problem is not solved.
 Back to the drawing board :-(

 Let's see if I can give some more detail, to help you in helping
 me :-)
 Those two mails are sent by different scrips.  Check that the template
 for the latter scrip has RT-Send-Attachment: yes in the headers
 section.

   - Alex

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Jeff, thank you for your reply.

My templates have not been varied in the last couple of years.
Anyway, here is my correspondence template (which is working):

 Content-Type: text/html
 RT-Attach-Message: yes
 From: {
   my $u = $Transaction-CreatorObj;
   my $a = $Ticket-QueueObj-CorrespondAddress;
   $a = $Ticket-QueueObj-CommentAddress if ( $Transaction-Type eq 
 'Comment' );
   my $res = $u-RealName || $u-Name;
   $res .=  .$a . ;
 $res; }


 {$Transaction-Content()}

And here is (part of) my resolved template, which suddenly is not 
working anymore (i.e. files are not attached):

 Content-Type: text/html
 RT-Attach-Message: yes
 Subject: {$Ticket-Subject}

 h2Risoluzione:/h2/a
 p
 {
  my $Transactions = $Ticket-Transactions;
  $Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
  $Transactions-OrderByCols (
{ FIELD = 'Created',  ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);

  my $resolution_comment;
  my $CommentObj = $Transactions-First;
  if( $CommentObj  $CommentObj-id ) {
$resolution_comment = $CommentObj-Content;
  }

  $resolution_comment;
 }

 (...)

Thank you in advance.

Cris



On 06/02/2015 13:06, Jeff Voskamp wrote:
 Magic headers need to be in the first paragraph.
 If the first line is blank remove it.  Make sure there is a blank line 
 after RT-Send-Attachment and before the main template.

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Thank you Alex,
so basically my test is correct and my problem is not solved.
Back to the drawing board :-(

Let's see if I can give some more detail, to help you in helping me :-)

Here is the header of a mail sent when replying with an attachment (as shown by 
RT - color and emphasis by me):



Email Source for Ticket 95127, Attachment 1198765

From: Cristiano Guadagnino bksistemi@AMENDED

Subject: [BKGS #95127] Prova attachment

Reply-To: bksistemi@AMENDED

In-Reply-To: 
rt-4.2.9-22298-1423047657-1279.95127-...@test.bkdmailto:rt-4.2.9-22298-1423047657-1279.95127-...@test.bkd

References: rt-ticket-95...@test.bkdmailto:rt-ticket-95...@test.bkd 
rt-4.2.9-22298-1423047657-1279.95127-...@test.bkdmailto:rt-4.2.9-22298-1423047657-1279.95127-...@test.bkd

Message-ID: 
rt-4.2.9-22299-1423047973-1679.95127-...@test.bkdmailto:rt-4.2.9-22299-1423047973-1679.95127-...@test.bkd

X-RT-Loop-Prevention: Bankadati Servizi Informatici (TEST)

X-RT-Ticket: Bankadati Servizi Informatici (TEST) #95127

X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)

X-RT-Originator: guadagnino.cristiano@AMENDED

To: criguada@AMENDED

Precedence: bulk

Date: Wed, 04 Feb 2015 12:06:14 +0100

MIME-Version: 1.0

RT-Attachment: 95127/1383139/1198764

Content-Type: multipart/alternative; boundary=--=_1423047973-22299-11

Content-Length: 0



Here is the header of a mail sent when resolving with an attachment (as shown 
by RT):



Email Source for Ticket 95127, Attachment 1198757

Subject: [BKGS #95127] Prova attachment

Content-Type: multipart/alternative; boundary=--=_1423047772-22299-7

From: Cristiano Guadagnino via RT bksistemi@AMENDED

Reply-To: bksistemi@AMENDED

References: rt-ticket-95...@test.bkdmailto:rt-ticket-95...@test.bkd

Message-ID: 
rt-4.2.9-22299-1423047772-889.95127-1...@test.bkdmailto:rt-4.2.9-22299-1423047772-889.95127-1...@test.bkd

X-RT-Loop-Prevention: Bankadati Servizi Informatici (TEST)

X-RT-Ticket: Bankadati Servizi Informatici (TEST) #95127

X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)

X-RT-Originator: guadagnino.cristiano@AMENDED

To: criguada@AMENDED

Precedence: bulk

Date: Wed, 04 Feb 2015 12:02:52 +0100

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Length: 0




Is there anything that can help shed some light?

T.I.A.

Cris




On 04/02/2015 16:16, Alex Vandiver wrote:

On Wed, 4 Feb 2015 11:43:23 + Guadagnino Cristiano
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote:


I disabled CustomFieldsOnUpdate by commenting out the
Plugin('RT::Extension::CustomFieldsOnUpdate'); line in
RT_SiteConfig.pm, then I stopped Apache, cleared the mason cache, and
restarted Apache.

I tested resolving a ticket adding an attachment, but had the same
behavior as before.

I then also disabled the Announce extension by following the same
procedure, but still I had no success.

Those are the only two extensions I added recently (other extensions
are loaded but they have been there for years).

Is it sufficient to disable the extensions by commenting them out in
the RT_Siteconfig.pm file or should I completely uninstall them? If
so, how do I do it?



Removing the Plugin line should mostly suffice; removing the files from
disk does no better.  Fully removing a plugin requires backing out
database contents that relay on it, (like the RTAnnounce) queue, but
that's not relevant for this test.
 - Alex

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Alex,
I disabled CustomFieldsOnUpdate by commenting out the 
Plugin('RT::Extension::CustomFieldsOnUpdate'); line in 
RT_SiteConfig.pm, then I stopped Apache, cleared the mason cache, and 
restarted Apache.

I tested resolving a ticket adding an attachment, but had the same 
behavior as before.

I then also disabled the Announce extension by following the same 
procedure, but still I had no success.

Those are the only two extensions I added recently (other extensions are 
loaded but they have been there for years).

Is it sufficient to disable the extensions by commenting them out in the 
RT_Siteconfig.pm file or should I completely uninstall them? If so, how 
do I do it?

Thank you in advance

Cris



On 03/02/2015 17:30, Alex Vandiver wrote:
 On Tue, 3 Feb 2015 15:43:05 + Guadagnino Cristiano
 guadagnino.cristi...@creval.it wrote:
 I did this: I took a backup of my production RT and restored it on
 our testing environment. I perused rt-validator till I had no more
 warnings (well, I still have a few warnings related to articles: it
 seems rt-validator cannot fix them). Then I created a test ticket and
 resolved it attaching a file.

 As in our production system, the attachment did not get sent, and the
 last line in RT's log was again this:


 [15371] [Tue Feb  3 15:28:32 2015] [warning]: Couldn't load object
 RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

 Any hint?
 Try disabling the extensions you have installed and see if removing any
 of them fixes it.  My suspicion is on CustomFieldsOnUpdate, from the
 previous list you gave.

   - Alex

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Alex,
I did this: I took a backup of my production RT and restored it on our testing 
environment.
I perused rt-validator till I had no more warnings (well, I still have a few 
warnings related to articles: it seems rt-validator cannot fix them).
Then I created a test ticket and resolved it attaching a file.

As in our production system, the attachment did not get sent, and the last line 
in RT's log was again this:


[15371] [Tue Feb  3 15:28:32 2015] [warning]: Couldn't load object 
RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

Any hint?

Thank you in advance.

Cris




On 29/01/2015 21:06, Alex Vandiver wrote:

On Wed, 28 Jan 2015 11:53:53 + Guadagnino Cristiano
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote:


(...)

[warning]: Couldn't load object RT::Transaction #0
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

but I don't think this is a real problem, since we had have this type
of message for a long time with no apparent symptoms (please reply if
I'm wrong).



That warning is extremely worrisome, and I expect the cause of your
problem.  You should run `/opt/rt4/sbin/rt-validator`.

 - Alex

Re: [rt-users] How to get different queues to send from different email addresses

[Guadagnino Cristiano]

You could use something like this in RT_Siteconfig.pm:


Set($OverrideOutgoingMailFrom, {

 'Queue1'  =  
'ithelpd...@dummy.commailto:ithelpd...@dummy.com',

 'Queue2'  =  
'ithelpd...@dummy.commailto:ithelpd...@dummy.com',

.

.

.

 'QueueN'  =  
'ithelpd...@dummy.commailto:ithelpd...@dummy.com',

 'SpecialQueue'=  
'facilit...@dummy.commailto:facilit...@dummy.com'

});


Hope this helps.

Cris



On 02/02/2015 12:27, Mr. Ian Mc Naught wrote:
Hi

We've used RT for a while just for IT issues, now we're adding an additional 
facilities queue. Everything is working to receive tickets via email, but we 
can only get it to send emails through the ithelpdesk email account regardless 
of queue. We're using MSMTP in order to use Google Apps to send emails. We have 
two accounts configured in msmtp_wrapper.conf ithelpdesk and facilities, but I 
can't see how to tell RT to use the facilities account when sending emails from 
that queue, so it sends everything as ithelpdesk.

Can anyone help?

Thanks

Ian

Ian McNaught
Head of eLearning  Information Systems
Tel: (+968) 24730404

[http://www.majancollege.edu.om/images/majan+greatest+brand.png]Majan 
College (University College)
P.O. Box 710, Postal Code 112, Ruwi
Sultanate of Oman
Switchboard: +968 24730400
Fax: +968 24730490
Find us:
Websitehttp://www.majancollege.edu.om/ | 
Linkedinhttp://www.linkedin.com/company/majan-college-university-college-?trk=hb_tab_compy_id_2839692
 | Facebookhttps://www.facebook.com/majan.college | 
Twitterhttp://twitter.com/Majan_College
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Re: [rt-users] Help in debugging

[Guadagnino Cristiano]

Thank you Alex.
At last, I found the culprit via brute force (i.e. I examined all my scrips).

Cris



Da: Alex Peters a...@peters.netmailto:a...@peters.net
Inviato: Tue Jan 27 2015 20:46:22 GMT+0100 (CET)
A: Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Help in debugging

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.itmailto: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] Help in debugging

[Guadagnino Cristiano]

As Alex suggested, you can enable debug logging.
However, the problem with debug logging is that you get flooded with irrelevant 
debug messages.

Instead of enabling debug logging, I did the following to facilitate debugging: 
in every one of my custom scrips I added the folowing line as the very first 
line:

$RT::Logger-info( -- Scrip XX --\n );

Where you have to change the XX with the number of your scrip.

Hope this helps.

Bye
Cris


Da: Daniel Schwager daniel.schwa...@dtnet.demailto:daniel.schwa...@dtnet.de
Inviato: Wed Jan 28 2015 11:12:31 GMT+0100 (CET)
A: 'Guadagnino Cristiano' 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it, 'Alex 
Peters' a...@peters.netmailto:a...@peters.net
Cc: 
'rt-users@lists.bestpractical.com'mailto:'rt-users@lists.bestpractical.com' 
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Help in debugging
Hi,

we have the same problem here - lot's of plugins and scripts - and some 
eval-message like

Jan 26 10:49:10 artee3 RT4: [23122] Use of uninitialized value in string eq at 
(eval 3414) line 23.
Jan 26 10:49:11 artee3 RT4: [23122] Use of uninitialized value in string eq at 
(eval 3487) line 23.
Jan 28 04:12:46 artee3 RT4: [24654] Use of uninitialized value in concatenation 
(.) or string at template line 32.
Jan 28 04:13:55 artee3 RT4: [24654] Use of uninitialized value in string eq at 
(eval 2005) line 23.
...

and I don't know how to find out who produces these problems ...

Any hints for debugging?

regards
Danny





From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Guadagnino Cristiano
Sent: Wednesday, January 28, 2015 11:09 AM
To: Alex Peters
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help in debugging

Thank you Alex.
At last, I found the culprit via brute force (i.e. I examined all my scrips).

Cris


Da: Alex Peters a...@peters.netmailto:a...@peters.net
Inviato: Tue Jan 27 2015 20:46:22 GMT+0100 (CET)
A: Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Help in debugging

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.

Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristi...@creval.it
www.creval.ithttp://www.creval.it

Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l’eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall’originatore di questo messaggio per dette esigenze 
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, 
contiene informazioni da considerarsi strettamente riservate, ed è destinato 
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato 
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque 
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne 
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a 
persone diverse dal destinatario è severamente proibito, ed è pregato di 
rinviarlo immediatamente al mittente distruggendone l'originale.

On 28 Jan 2015 2:47 am, Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto: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


--

[rt-users] Problem with attachments

[Guadagnino Cristiano]

Good morning.

I have fighting with this problem two days, but I still have no clue.

The problem is this: suddenly RT will not send attachments.

Unfortunately we send attachments very rarely, so I cannot exactly say when 
this behaviour started. It could be that it started from the day I upgraded our 
installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded 
some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate, 
RT-Extension-SpawnLinkedTicketInQueue-1.01).

I tried everything I could to debug the problem. I am sure sendmail is working 
well, because I can send mails with attachments using the simple mail 
interface from the same server where RT resides.

I just finished examining RT's log (in debug mode), regarding a test ticket I 
created and then resolved adding an attachment. There is no error at all in the 
log, let  alone a warning message that says


[warning]: Couldn't load object RT::Transaction #0 
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

but I don't think this is a real problem, since we had have this type of 
message for a long time with no apparent symptoms (please reply if I'm wrong).

I can easily see that RT is skipping the attachment somehow. Here is an old 
header from a mail of ticket that contained an attachment:

Subject: [DBA #7162] prova allegato
From: Cristiano Guadagnino via RT dba@amended
Reply-To: dba@amended
In-Reply-To:
References: RT-Ticket-7162@amended
Message-ID: rt-3.8.6-13489-1258986687-217.7162-10-0@amended
Precedence: bulk
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
RT-Originator: guadagnino.cristiano@amended
Cc: trombetta.giampaolo@amended
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Mon, 23 Nov 2009 15:31:28 +0100
RT-Attachment: 7162/105417/63969
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit


Here is the header from the mail of the test ticket I just created:

Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary=--=_1422441180-4767-8
From: Cristiano Guadagnino via RT 
bksist...@creval.itmailto:bksist...@creval.it
Reply-To: bksist...@creval.itmailto:bksist...@creval.it
References: rt-ticket-94...@creval.itmailto:rt-ticket-94...@creval.it
Message-ID: 
rt-4.2.9-4767-1422441180-1538.94919-1...@creval.itmailto:rt-4.2.9-4767-1422441180-1538.94919-1...@creval.it
X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
To: crigu...@gmail.commailto:crigu...@gmail.com
Precedence: bulk
Date: Wed, 28 Jan 2015 11:33:00 +0100
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Length: 0

We have not changed the resolution template recently (I mean in the last 2 
years). The template starts with:

Content-Type: text/html
Subject: {$Ticket-Subject}
RT-Attach-Message: yes

h2Risoluzione:/h2/a
(...)

It is as if the RT-Attach-Message special header didn't work anymore, or if it 
suddenly doesn't consider the attachment in the last transaction.

I am out of ideas, could somebody try to help me?

Thank you in advance.

Cris

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

It dawned on me that maybe the problem was only with the resolution message 
(which is of type comment), so I tried with a simple reply with an attachment, 
and it worked.

Was there a change in the way RT 4.2.9 handles comments? We had no problem 
previously sending out an email with attachment on resolution of the ticket. We 
upgraded from RT 4.2.3 IIRC.

Cris



On 28/01/2015 12:53, Guadagnino Cristiano wrote:
Good morning.

I have fighting with this problem two days, but I still have no clue.

The problem is this: suddenly RT will not send attachments.

Unfortunately we send attachments very rarely, so I cannot exactly say when 
this behaviour started. It could be that it started from the day I upgraded our 
installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded 
some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate, 
RT-Extension-SpawnLinkedTicketInQueue-1.01).

I tried everything I could to debug the problem. I am sure sendmail is working 
well, because I can send mails with attachments using the simple mail 
interface from the same server where RT resides.

I just finished examining RT's log (in debug mode), regarding a test ticket I 
created and then resolved adding an attachment. There is no error at all in the 
log, let  alone a warning message that says


[warning]: Couldn't load object RT::Transaction #0 
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

but I don't think this is a real problem, since we had have this type of 
message for a long time with no apparent symptoms (please reply if I'm wrong).

I can easily see that RT is skipping the attachment somehow. Here is an old 
header from a mail of ticket that contained an attachment:

Subject: [DBA #7162] prova allegato
From: Cristiano Guadagnino via RT dba@amended
Reply-To: dba@amended
In-Reply-To:
References: RT-Ticket-7162@amended
Message-ID: rt-3.8.6-13489-1258986687-217.7162-10-0@amended
Precedence: bulk
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
RT-Originator: guadagnino.cristiano@amended
Cc: trombetta.giampaolo@amended

Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristi...@creval.it
www.creval.ithttp://www.creval.it

Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l’eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall’originatore di questo messaggio per dette esigenze 
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, 
contiene informazioni da considerarsi strettamente riservate, ed è destinato 
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato 
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque 
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne 
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a 
persone diverse dal destinatario è severamente proibito, ed è pregato di 
rinviarlo immediatamente al mittente distruggendone l'originale.

MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Mon, 23 Nov 2009 15:31:28 +0100
RT-Attachment: 7162/105417/63969
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit


Here is the header from the mail of the test ticket I just created:

Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary=--=_1422441180-4767-8
From: Cristiano Guadagnino via RT 
bksist...@creval.itmailto:bksist...@creval.it
Reply-To: bksist...@creval.itmailto:bksist...@creval.it
References: rt-ticket-94...@creval.itmailto:rt-ticket-94...@creval.it
Message-ID: 
rt-4.2.9-4767-1422441180-1538.94919-1...@creval.itmailto:rt-4.2.9-4767-1422441180-1538.94919-1...@creval.it
X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
To: crigu...@gmail.commailto:crigu...@gmail.com
Precedence: bulk
Date: Wed, 28 Jan 2015 11:33:00 +0100
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Length: 0

We have not changed the resolution template recently (I mean in the last 2 
years). The template starts with:

Content-Type: text/html
Subject: {$Ticket-Subject}
RT-Attach-Message: yes

h2Risoluzione:/h2/a
(...)

It is as if the RT-Attach-Message special header didn't work anymore, or if it 
suddenly doesn't consider the attachment in the last transaction.

I am out of ideas, could somebody try to help me?

Thank you in advance.

Cris


--

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

[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

[rt-users] Help in debugging

[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

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

[Guadagnino Cristiano]

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.

Any help?

T.I.A.
Cris



On 26/01/2015 08:42, Guadagnino Cristiano wrote:
Hi Aaron.
I upgraded (IIRC) from 4.2.3. And yes, I have a few classes and topics too. We 
are not new to articles in RT.

Cris



Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristi...@creval.it
www.creval.ithttp://www.creval.it

Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l'eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall'originatore di questo messaggio per dette esigenze 
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, 
contiene informazioni da considerarsi strettamente riservate, ed è destinato 
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato 
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque 
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne 
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a 
persone diverse dal destinatario è severamente proibito, ed è pregato di 
rinviarlo immediatamente al mittente distruggendone l'originale.

On 23/01/2015 21:06, Aaron McCormack wrote:
Cris,

Which version did you upgrade from?

Have you created classes?  It sounds like that might be the underlying problem.

Classes are similar to queues for Tickets to organize the articles -- 
http://bestpractical.com/docs/rt/4.2/customizing/articles_introduction.html#Classes

Aaron


--

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

[Guadagnino Cristiano]

Hi Aaron.
I upgraded (IIRC) from 4.2.3. And yes, I have a few classes and topics too. We 
are not new to articles in RT.

Cris


On 23/01/2015 21:06, Aaron McCormack wrote:
Cris,

Which version did you upgrade from?

Have you created classes?  It sounds like that might be the underlying problem.

Classes are similar to queues for Tickets to organize the articles -- 
http://bestpractical.com/docs/rt/4.2/customizing/articles_introduction.html#Classes

Aaron

[rt-users] Warning in the articles overview page

[Guadagnino Cristiano]

After upgrading to 4.2.9 *and* a subsequent deep reconfiguration of our groups, 
queues and group rights, we have this warning whenever we access the article 
overview page:



Setup needed



Before Articles can be used, your RT administrator must create 
Classeshttp://rtbkd.prod.bkd/Admin/Articles/, apply Article custom fields to 
them, and grant users rights on the classes and CFs.


An introduction to getting started with 
articleshttp://bestpractical.com/rt/docs/4.2/customizing/articles_introduction.html
 is available from Best Practical's online 
documentationhttp://bestpractical.com/rt/docs/4.2/.


I have lost days looking for the problem in our configuration, without finding 
anyhting wrong. Actually, I can see and edit articles without problems.

What exactly is that triggers this warning?

Thank you in advance
Cris

Re: [rt-users] RT eats table-tags in html-emails

[Guadagnino Cristiano]

I have both already set. Is it working in your system?
Did you need to add something to the config command line?



Da: Alex Peters a...@peters.netmailto:a...@peters.net
Inviato: Mon Jan 19 2015 08:48:45 GMT+0100 (CET)
A: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Cc: Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
Oggetto: Re: [rt-users] RT eats table-tags in html-emails
Looking at the RT_Config documentation, I think you might need to enable the 
$TrustHTMLAttachments setting.  I know I've enabled that in my local 
installation.

You might also need to increase the $MaxInlineBody setting from its default of 
12,000 bytes (or set it to 0 to disable size limiting altogether), since things 
with HTML tables in my experience tend to frequently exceed that limit.

On 19 January 2015 at 18:41, Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote:
I did this while upgrading to 4.2.9 but nothing changed in the dispplay of html 
tables.
Is there something more that needs to be done?
IIRC this is not very well documented... just a note among the release notes.

T.I.A.

Cris



Da: Alex Peters a...@peters.netmailto:a...@peters.net
Inviato: Sat Jan 17 2015 01:09:38 GMT+0100 (CET)
A: k...@rice.edumailto:k...@rice.edu k...@rice.edumailto:k...@rice.edu, 
vinz vinzenz.sinap...@tracetronic.demailto:vinzenz.sinap...@tracetronic.de
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] RT eats table-tags in html-emails

Another solution in recent versions of RT is to install the HTML::Gumbo module 
from CPAN, which should automatically enable correct display of all HTML in 
tickets without any coding.

Re: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

[Guadagnino Cristiano]

Hi had someone replying me privately, telling me that this type of 
functionality is already integrated in RT 4.2.x.

I haven't been able to find documentation about this, and I also haven't 
been able to deduce it from RT's administration interface.

Could someone point me in the right direction?

Thank you in advance

Bye
Cris


-Messaggio originale-
Da: Guadagnino Cristiano guadagnino.cristi...@creval.it
Inviato: Fri Jan 16 2015 15:23:44 GMT+0100 (CET)
A: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Oggetto: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

 Hi all,
 is there an extension like RT-Extension-QueueDeactivatedScrips but
 working with RT 4.2?

 What the extension does is allowing an administrator to selectively
 deactivate global scrips for a queue.

 thank you in advance.

 Bye
 Cris

Re: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

[Guadagnino Cristiano]

Wallace,
thank you very much, this is exactly the information I was looking for!!

Bye
Cris


-Messaggio originale-
Da: Wallace Reis wr...@bestpractical.com
Inviato: Mon Jan 19 2015 17:27:35 GMT+0100 (CET)
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

 On Jan 19, 2015, at 2:05 PM, Guadagnino Cristiano 
 guadagnino.cristi...@creval.it wrote:
 Unfortunately, that's not what I'm seeing: I see the checkboxes only for
 those scrips that are *NOT* global. The globally applied scrips does not
 have the checkbox, and so they cannot be deactivated (see attached
 snapshot).

 Sorry, this is actually the other way around.

 Select the menu item “Admin” - “Global” - “Scrips”, then click on the scrip 
 you want to change which queues it applies to. On the scrip page, select the 
 submenu “Applies to”, then you should see a page either with “Applies to all 
 objects” message — which then you click on the checkbox and submit in order 
 to remove that from all queues making you able to selectively choose the 
 queue you want it applied — or a page showing a list of queues it applies 
 (Selected objects) and those not (Unselected objects).

 --
 Wallace Reis/wreis
 Software Engineer

[rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

[Guadagnino Cristiano]

Hi all,
is there an extension like RT-Extension-QueueDeactivatedScrips but 
working with RT 4.2?

What the extension does is allowing an administrator to selectively 
deactivate global scrips for a queue.

thank you in advance.

Bye
Cris

Re: [rt-users] rt-remind script problem

[Guadagnino Cristiano]

Kevin Falcone ha scritto:

On Wed, Jun 18, 2014 at 10:32:52AM +, Guadagnino Cristiano wrote:


the script that I am running comes from here:
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind

You can find a reference to this script on Wikia too:
http://requesttracker.wikia.com/wiki/Rt-reminder



Have you considered asking the author about your problems?


No, not until now.

I was not sure if it was a user error or a program error, so I wrote to this 
list to seek other users of this script.






The message Recipient names must be specified does not come from the
script itself, I guess it is coming from sendmail.
Unfortunately a google search, while finding a few hits, did not turn up
to be enlightening.



This implies nothing is being passed to sendmail correctly.

Show a debug output, especially the part where it shows how it calls
sendmail and what it passes.

-kevin



I think I found out the problem. I am reporting it here just for documentation 
if someone has the same problem in the future.

This is an example of invoking rt-remind -A -d (i.e. with the debug flag 
activated):


== Would call '/usr/lib/sendmail -oi' with this input:
Content-Type: text/plain; charset=ISO-8859-15
From: RT Reminder d...@amended.itmailto:d...@amended.it
To: Cristiano Guadagnino 
guadagnino.cristi...@amended.itmailto:guadagnino.cristi...@amended.it
Subject: Outstanding RT tickets

This is a summary of all open, new, stalled or future tickets assigned to:

  Cristiano Guadagnino 
guadagnino.cristi...@amended.itmailto:guadagnino.cristi...@amended.it

   Id  Status  Pri  Created   Subject
50993  stalled  50  Thu 09-05-13  I: Quadrivio RMBS 2013 - Analisi storiche - 
Aggiornamento Aprile 2013

http://rtbkd.amended.bkd/





As you can see, it would call /usr/lib/sendmail -oi. I found out that it 
should be calling /usr/lib/sendmail -t -oi so that sendmail picks the address 
of the recipient from the message itself. Otherwise, sendmail expects to find 
the address of the recipient as a command-line argument.

The strange this is that it gets the command line from RT configuration (you 
can see it at line 136 of the script), and RT is sending emails corectly.
And even stranger is the fact that this script has worked for years.

However, I solved the problem amending the script to add -t to the command 
line. Since this is not part of the core product, I guess we can consider this 
solved.

Thank you!
Cris

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] rt-remind script problem

[Guadagnino Cristiano]

Kevin Falcone ha scritto:
 On Tue, Jun 10, 2014 at 08:58:05AM +, Guadagnino Cristiano wrote:
 We have been using the rt-remind script for a long time.

 I have just noticed that it is not working anymore, so I looked at the output
 of the cron job that starts it weekly, and found a lot of messages like this:

  Recipient names must be specified

 I have been unable to determine the cause, and a google search (despite a lot
 of hits) failed to bring light to the issue.
 Launching the rt-remind script with the -d parameter outputs the messages 
 that
 would be sent out, and I cannot see anything wrong.
 rt-remind is not core.
 You probably want to provide a link to what you're running, and try
 grepping it for Recipient names must be specified, since that isn't a
 core message.

 -kevin


Kevin,
the script that I am running comes from here:
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind

You can find a reference to this script on Wikia too:
http://requesttracker.wikia.com/wiki/Rt-reminder

The message Recipient names must be specified does not come from the 
script itself, I guess it is coming from sendmail.
Unfortunately a google search, while finding a few hits, did not turn up 
to be enlightening.

Regards
Cris
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] rt-remind script problem

[Guadagnino Cristiano]

We have been using the rt-remind script for a long time.

I have just noticed that it is not working anymore, so I looked at the output 
of the cron job that starts it weekly, and found a lot of messages like this:

Recipient names must be specified

I have been unable to determine the cause, and a google search (despite a lot 
of hits) failed to bring light to the issue.
Launching the rt-remind script with the -d parameter outputs the messages that 
would be sent out, and I cannot see anything wrong.

Anybody else is having or have had this issue?

Thank you in advance
Cris

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Ticket replies not going to another queue

[Guadagnino Cristiano]

Kevin Falcone ha scritto:
 On Fri, May 30, 2014 at 03:07:05PM +, Guadagnino Cristiano wrote:
 While we understand this use case (and in fact have developed code for
 users who needed to be able to email other RT queues from inside RT):
 Is this something you have developed under a paid contract or is it part
 of the standard RT? If so, I may have missed something.
 It is something we have delivered to customers and has not seen a
 public release.  Before public release, it would require refactorings
 to make supporting it in future releases easier and there has not been
 sufficient clamor nor support for it.

 -kevin

Oh, ok thank you.
Please add my +1 to this.

Bye
Cris
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] Ticket replies not going to another queue

[Guadagnino Cristiano]

Hi all,
RT usage is taking off lately here: we started with one division using 
it, and now there are four divisions using it and a fifth coming soon.

We have been using just one RT instance, using groups and ACLs to 
separate the queues of one division from the others.
Every division has its own email address that forwards to RT, and 
everything has been working very well till now.

However, we have had a little nuisance that is slowly becoming bigger 
due to the increased number of users and requestors.

The problem arises when one requestor (requestors often are completely 
unaware of the fact we are using RT internally) send a ticket to a 
division, and that division replies that the request should be made to 
another division. At this point, the requestor often takes the reply and 
forwards it to the other division, leaving it intact.
Now, if the other division is using RT, the mail message from the 
requestor is again turned into a ticket and - due to the fact that it 
already contains a ticket number - it is appended to the old ticket 
thread instead of creating a new ticket in the other division's queues.

Is anybody having this issue? How did you solve it?

Ideally I think RT should append to the original ticket only if the 
receiving address is the same as the original ticket. Or at least, this 
is how it could work in our environment. Anybody foreseeing possible 
problems with this approach?

Thank you in advance.
Bye
Cris
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Ticket replies not going to another queue

[Guadagnino Cristiano]

 On Fri, May 30, 2014 at 12:56:17PM +, Guadagnino Cristiano wrote:
 Hi all,
 RT usage is taking off lately here: we started with one division using
 it, and now there are four divisions using it and a fifth coming soon.

 We have been using just one RT instance, using groups and ACLs to
 separate the queues of one division from the others.
 Every division has its own email address that forwards to RT, and
 everything has been working very well till now.

 However, we have had a little nuisance that is slowly becoming bigger
 due to the increased number of users and requestors.

 The problem arises when one requestor (requestors often are completely
 unaware of the fact we are using RT internally) send a ticket to a
 division, and that division replies that the request should be made to
 another division. At this point, the requestor often takes the reply and
 forwards it to the other division, leaving it intact.
 Now, if the other division is using RT, the mail message from the
 requestor is again turned into a ticket and - due to the fact that it
 already contains a ticket number - it is appended to the old ticket
 thread instead of creating a new ticket in the other division's queues.

 Is anybody having this issue? How did you solve it?

 Ideally I think RT should append to the original ticket only if the
 receiving address is the same as the original ticket. Or at least, this
 is how it could work in our environment. Anybody foreseeing possible
 problems with this approach?

 Thank you in advance.
 Bye
 Cris

 Hi Cris,

 We a more general Helpdesk as one of the areas using RT and they have
 the rights to put a ticket in any of the other areas' submission queues.
 Then if something is mis-routed, we just drop it in the Helpdesk submission
 queue for re-routing.

 Regards,
 Ken


Ken, thank you for your reply.
This is what we do if it is immediately apparent to us that the request 
should be routed to another division.

Probably my example was a bit too simplistic, however the fact is that 
sometimes the requestor feels the urge to reissue a rejected request to 
a different division.

In that case we're out of luck, as we see the ticket re-opening the old 
thread, instead of opening a new ticket in another queue.

Any other suggestions?

Bye
Cris
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Ticket replies not going to another queue

[Guadagnino Cristiano]

Kevin Falcone ha scritto:
 On Fri, May 30, 2014 at 12:56:17PM +, Guadagnino Cristiano wrote:
 The problem arises when one requestor (requestors often are completely
 unaware of the fact we are using RT internally) send a ticket to a
 division, and that division replies that the request should be made to
 another division. At this point, the requestor often takes the reply and
 forwards it to the other division, leaving it intact.
 Now, if the other division is using RT, the mail message from the
 requestor is again turned into a ticket and - due to the fact that it
 already contains a ticket number - it is appended to the old ticket
 thread instead of creating a new ticket in the other division's queues.

 Is anybody having this issue? How did you solve it?
 While we understand this use case (and in fact have developed code for
 users who needed to be able to email other RT queues from inside RT):
Kevin, I am curious about this.
Is this something you have developed under a paid contract or is it part 
of the standard RT? If so, I may have missed something.

 Ideally I think RT should append to the original ticket only if the
 receiving address is the same as the original ticket. Or at least, this
 is how it could work in our environment. Anybody foreseeing possible
 problems with this approach?
 This workflow will never become the default RT workflow.  Too many
 people (including us) rely on email finding their way to an RT ticket
 regardless of whether they've moved to a separate escalation queue or
 just to the 'correct' queue.

 Also consider the many many people who have 5+ email addresses all
 feed into one queue.

 Assuming usage of a modern RT, the following extension forces creation
 of new tickets when a reply comes in to a resolved ticket.  You could
 either use it as is, or modify it to check To: (and Cc:) vs Queue's
 correspond address and then trigger the new ticket creation.

 https://metacpan.org/release/RT-Extension-RepliesToResolved

 -kevin

Thank you Kevin, I think I'll be perusing this extension.
BTW, we're using RT 4.2.3.

Bye
Cris
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RTChecker released as open source

[Guadagnino Cristiano]

I have just completed writing RTChecker documentation.

It is available herehttps://www.assembla.com/spaces/rtcheckerv2/ in the form 
of a wiki.

You can also access other resources from the same address, like opening bug 
reports, leaving messages, etc.

Bye
Cris



Il giorno mer, 21/05/2014 alle 09.53 +, Guadagnino Cristiano ha scritto:
Hi all,
I have just sorted out the problem with installing ClickOnce application from 
Dropbox.

You can now install RTChecker v2.0.0.3 from my Dropbox, by connecting (with 
Internet Explorer) to this link:
http://goo.gl/qw6bpM

Hope you'll enjoy it!

Bye
Cris








Il giorno mar, 06/05/2014 alle 16.29 +, Guadagnino Cristiano ha scritto:
Hi all,
I just wanted to let you all know that I have released my RTChecker software as 
opensource.

RTChecker is a software that sits in the tray of your Windows desktop and 
notifies you when there are new tickets, or when a ticket that was assigned to 
you has been reopened.
RTChecker connects to your RT installation trough HTTP and works by issuing 
REST requests. You NEED RT 4.2.2+.

I have been developing and enhancing RTChecker since 2009 for our internal use.

Lately I decided to enhance it to make it sufficiently general that it could be 
used from others as well, and to opensource it under the GPL license.

Presently it is Windows only but I hope to make a Linux version soon thanks to 
mono (or to write a python port if mono proves not to be mature enough).

There are also other features that I would like to add soon, like reminders 
notification and quick delete.

You can access the source code at the following address 
https://www.assembla.com/code/rtcheckerv2/subversion/nodes.
Also, a binary release is available from my Dropbox public folder here: 
https://www.dropbox.com/sh/tnz21nfbcpwtijb/KN7beRGVoX/RTChecker.

RTChecker is distributed as a click-once application so you have to open the 
publish.htm file with Internet Explorer.
I am presently having some difficulties convincing IE to correctly open the 
file, so I may change the distribution method soon, although it has been 
working well internally for years. The good thing about clic-once is automatic 
updates, but let's see what I can do with it.

RTChecker took a lot of hours of development in my spare time, so if you find 
it useful please donate (see link in the About box).
I will also happily accept patches if you are so inclined.

A little web page with help and a tutorial will follow soon, but I hope it is 
easy enough to be used without help for now. Languages supported are english 
and italian presently.

Bye
Cris



--
RT Training - Dallas May 20-21
http://bestpractical.com/training



--
RT Training - Boston, September 9-10
http://bestpractical.com/training

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RTChecker released as open source

[Guadagnino Cristiano]

Hi all,
I have just sorted out the problem with installing ClickOnce application from 
Dropbox.

You can now install RTChecker v2.0.0.3 from my Dropbox, by connecting (with 
Internet Explorer) to this link:
http://goo.gl/qw6bpM

Hope you'll enjoy it!

Bye
Cris







Il giorno mar, 06/05/2014 alle 16.29 +, Guadagnino Cristiano ha scritto:
Hi all,
I just wanted to let you all know that I have released my RTChecker software as 
opensource.

RTChecker is a software that sits in the tray of your Windows desktop and 
notifies you when there are new tickets, or when a ticket that was assigned to 
you has been reopened.
RTChecker connects to your RT installation trough HTTP and works by issuing 
REST requests. You NEED RT 4.2.2+.

I have been developing and enhancing RTChecker since 2009 for our internal use.

Lately I decided to enhance it to make it sufficiently general that it could be 
used from others as well, and to opensource it under the GPL license.

Presently it is Windows only but I hope to make a Linux version soon thanks to 
mono (or to write a python port if mono proves not to be mature enough).

There are also other features that I would like to add soon, like reminders 
notification and quick delete.

You can access the source code at the following address 
https://www.assembla.com/code/rtcheckerv2/subversion/nodes.
Also, a binary release is available from my Dropbox public folder here: 
https://www.dropbox.com/sh/tnz21nfbcpwtijb/KN7beRGVoX/RTChecker.

RTChecker is distributed as a click-once application so you have to open the 
publish.htm file with Internet Explorer.
I am presently having some difficulties convincing IE to correctly open the 
file, so I may change the distribution method soon, although it has been 
working well internally for years. The good thing about clic-once is automatic 
updates, but let's see what I can do with it.

RTChecker took a lot of hours of development in my spare time, so if you find 
it useful please donate (see link in the About box).
I will also happily accept patches if you are so inclined.

A little web page with help and a tutorial will follow soon, but I hope it is 
easy enough to be used without help for now. Languages supported are english 
and italian presently.

Bye
Cris



--
RT Training - Dallas May 20-21
http://bestpractical.com/training

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] RTChecker released as open source

[Guadagnino Cristiano]

Hi all,
I just wanted to let you all know that I have released my RTChecker software as 
opensource.

RTChecker is a software that sits in the tray of your Windows desktop and 
notifies you when there are new tickets, or when a ticket that was assigned to 
you has been reopened.
RTChecker connects to your RT installation trough HTTP and works by issuing 
REST requests. You NEED RT 4.2.2+.

I have been developing and enhancing RTChecker since 2009 for our internal use.

Lately I decided to enhance it to make it sufficiently general that it could be 
used from others as well, and to opensource it under the GPL license.

Presently it is Windows only but I hope to make a Linux version soon thanks to 
mono (or to write a python port if mono proves not to be mature enough).

There are also other features that I would like to add soon, like reminders 
notification and quick delete.

You can access the source code at the following address 
https://www.assembla.com/code/rtcheckerv2/subversion/nodes.
Also, a binary release is available from my Dropbox public folder here: 
https://www.dropbox.com/sh/tnz21nfbcpwtijb/KN7beRGVoX/RTChecker.

RTChecker is distributed as a click-once application so you have to open the 
publish.htm file with Internet Explorer.
I am presently having some difficulties convincing IE to correctly open the 
file, so I may change the distribution method soon, although it has been 
working well internally for years. The good thing about clic-once is automatic 
updates, but let's see what I can do with it.

RTChecker took a lot of hours of development in my spare time, so if you find 
it useful please donate (see link in the About box).
I will also happily accept patches if you are so inclined.

A little web page with help and a tutorial will follow soon, but I hope it is 
easy enough to be used without help for now. Languages supported are english 
and italian presently.

Bye
Cris

-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Prevent users from re-opening old tickets

[Guadagnino Cristiano]

Hi Mathew.
We have a script configured so that users cannot reopen a ticket when it has 
been closed for more than a week.
I believe I got some help, in configuring it, from an article on the wiki, but 
I have been unable to find it again.

So I wrote my own article. Here it is: 
http://requesttracker.wikia.com/wiki/Conditional_Reopen_Reject

I hope this helps!

Bye
Cris








Il giorno mer, 30/04/2014 alle 17.47 -1000, Mathew Snyder ha scritto:
A customer has requested a modification to their RT installation such that 
tickets which are 30 days or more old cannot be reopened. I'm aware of the 
ForkIntoNewTicket scrip. Has anyone ever configured/modified this to use a time 
constraint?

-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
-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training

[rt-users] Fighting with modified REST behavior in RT 4.2.2+

[Guadagnino Cristiano]

Hi all,
I have some external code that relies on REST to identify the relation 
between users and groups in our RT.

Since RT 4.2.2, REST responses have changed and I am now trying to fix 
the code but I have been unsuccesfull until now.

In the attachment you find the REST queries with the corresponding the 
responses, both for RT v2.4.1 and for RT v4.2.2.

I would like to know if there is a way to recover the info I need.

Thank you in advance
Bye
Cris

+==+
! RT 4.2.1 !
+==+

 http://amended/REST/1.0/group/DBA

 RT/4.2.1 200 Ok

 id: group/100
 Name: DBA
 Description: Utenze del servizio Database Administration

 Members: GROUP [DB2] (USER1 us...@acme.org;USER2 us...@acme.org;USER3 
us...@acme.org),
  GROUP [Sistemi] (USER4 us...@acme.org;USER5 us...@acme.org;USER6 
us...@acme.org),
  GROUP [MSSQL] (USER7 us...@acme.org;USER8 us...@acme.org;USER9 
us...@acme.org;USER10 use...@acme.org;USER11 use...@acme.org;USER12 
use...@acme.org)

 http://amended/REST/1.0/group/DB2

 RT/4.2.1 200 Ok

 id: group/97
 Name: DB2
 Description: Utenze che operano su DB2

 Members: USER1 us...@acme.org,
  USER2 us...@acme.org,
  USER3 us...@acme.org




+===+
! RT 4.2.2+ !
+===+

 http://amended/REST/1.0/group/DBA

 RT/4.2.2 200 Ok

 id: group/100
 Name: DBA
 Description: Utenze del servizio Database Administration
 Disabled: 0

 http://amended/REST/1.0/group/DB2

 RT/4.2.2 200 Ok

 id: group/97
 Name: DB2
 Description: Utenze che operano su DB2
 Disabled: 0

 http://amended/REST/1.0/search/group?query=

 RT/4.2.2 200 Ok

 49126: Auditing
 195476: BKGestioneSistemi
 195478: BO
 14885: Contrattualistica
 97: DB2
 100: DBA
 195477: DC
 14883: Dipartimentale
 86837: DWH_SCHD
 14881: Esercizio Applicazioni
 14884: Gestione_Modelli
 99: MSSQL
 31099: OnDemand
 14886: Richieste_Schd
 14882: Schedulatori
 98: Sistemi
 195479: WS

 http://amended/REST/1.0/search/group?query=name%20=%20DB2

 RT/4.2.2 200 Ok

 97: DB2

-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?

[Guadagnino Cristiano]

Cena, Stephen (ext. 300) ha scritto:
We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 5.5.35. 
Management is now asking me to enable full text searching on the sites so we 
can search inside the body of the tickets. From what I've read, our current 
configuration won't support it due to MySQL 5.5.x not supporting it natively. 
It looks like I have two options:

  *   Migrate our databases from MySQL 5.5.x to Postgres SQL to get the full 
text index functionality
  *   Create a new MySQL Server that has the Sphinx add-on running  restore my 
databases into that.


Has anyone had to do this before? Suggestions? Warnings?



Stephen,
we initially (RT 3.8.x) wrote an extension to use Sphinx without the need to 
integrate it into mysql. You can find it on Wikia, but I would not encourage 
you to use it (and it will not work in newer versions of RT).

When migrating to RT 4.0.x we tried the migration to Postgres. The migration 
was successful, but we were disappointed with the performance of postgres when 
doing full-text searches. I guess we were too used to the stellar performance 
of Sphinx.

Finally we settled with mysql+sphinxSE, and we are very happy with it.

Bye
Cris
--

Cristiano Guadagnino

Servizio Data Administration
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
Via Trento, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522992
guadagnino.cristi...@creval.it
www.creval.ithttp://www.creval.it

Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l'eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall'originatore di questo messaggio per dette esigenze 
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, 
contiene informazioni da considerarsi strettamente riservate, ed è destinato 
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato 
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque 
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne 
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a 
persone diverse dal destinatario è severamente proibito, ed è pregato di 
rinviarlo immediatamente al mittente distruggendone l'originale.

-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] articles RTFM WYSIWYG

[Guadagnino Cristiano]

Giles Coochey ha scritto:
 On 26/02/2014 16:19, Support wrote:
 Anyone,

 Any hints, direction, help, links anything trying to put a WYSIWYG to 
 new create articles..

 I will be appreciated if any one guide me to the right direccion

 rt 4.2.1
 centos 6
 Hi David,

 Sorry I can't help you, but I would like to have this functionality as 
 well!!

 rt 4.2.3
 centos 6.5


+1
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] REST call to retrieve list of groups

[Guadagnino Cristiano]

Hi Kevin

Kevin Falcone ha scritto:
 On Tue, Feb 18, 2014 at 02:58:29PM +, Guadagnino Cristiano wrote:
 I'm sorry to bump this thread, but I never had any feedback, neither
 positive nor negative.
 Is this something supposed to work in 4.2.2 or not?
rt ls -t groups
 When someone shows a bin/rt command that works, you can always see
 what it is doing by re-running it locally and adding
 RTDEBUG=3 to the shell environment (or debug 3 to your rtrc).

 The error will become clear once you do that.

 -kevin


Kevin, thank you for the bit about using RTDEBUG, this is very useful!!

I tried that from the command line and from the output I see it is 
POSTing to http://localhost//REST/1.0/search/group. All the groups are 
correctly reported.

So it seems my problem was just that I was writing groups in stead of 
group in the URL.
However, when I try this from the browser (Firefox) I still get the same 
error as before:

no value sent for required parameter 'query'
Stack:
   [/opt/rt4/share/html/REST/1.0/autohandler:54]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
   [/opt/rt4/share/html/autohandler:53]


There must still be something that's escaping me.

This could be greatly improved if there was some kind of documentation 
on the REST protocol as implemented by RT, besides the largely 
incomplete one that is on WIKIA.
Without that, the only way is discovering it by trial and error.

T.I.A.
Cris
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] REST call to retrieve list of groups

[Guadagnino Cristiano]

I'm sorry to bump this thread, but I never had any feedback, neither 
positive nor negative.
Is this something supposed to work in 4.2.2 or not?

Thank you
Bye
Cris


Guadagnino Cristiano ha scritto:
 Hi Alex

 -Messaggio originale-
 Da: Alex Vandiver
 Inviato: Tue Feb 04 2014 18:46:32 GMT+0100 (CET)
 A: rt-users@lists.bestpractical.com
 Oggetto: Re: [rt-users] REST call to retrieve list of groups

 RT 4.2.2 adds a search endpoint for users and groups:

   rt ls -t groups
   id: group/1238
   Name: RT hackers
   Description: RT hackers
   Disabled: 0

   --

   id: group/14255
   Name: BPS Staff
   Description:
   Disabled: 0

   [...]

 The endpoint is /REST/1.0/search/groups

- Alex

 Alex, maybe I misunderstood you message.

 I have just completed the upgrade to 4.2.2 (from 4.2.1), so I tried
 pasting this url in the browser:

 http://amended/REST/1.0/search/groups

 and this is the reply I got:

 no value sent for required parameter 'query'
 Stack:
 [/opt/rt4/share/html/REST/1.0/autohandler:54]
 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
 [/opt/rt4/share/html/autohandler:53]

 What am I missing?

 T.I.A.

 Bye
 Cris

-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] REST call to retrieve list of groups

[Guadagnino Cristiano]

Hi Alex

-Messaggio originale-
Da: Alex Vandiver
Inviato: Tue Feb 04 2014 18:46:32 GMT+0100 (CET)
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] REST call to retrieve list of groups

 RT 4.2.2 adds a search endpoint for users and groups:

  rt ls -t groups
  id: group/1238
  Name: RT hackers
  Description: RT hackers
  Disabled: 0

  --

  id: group/14255
  Name: BPS Staff
  Description:
  Disabled: 0

  [...]

 The endpoint is /REST/1.0/search/groups

   - Alex


Alex, maybe I misunderstood you message.

I have just completed the upgrade to 4.2.2 (from 4.2.1), so I tried 
pasting this url in the browser:

http://amended/REST/1.0/search/groups

and this is the reply I got:

no value sent for required parameter 'query'
Stack:
   [/opt/rt4/share/html/REST/1.0/autohandler:54]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
   [/opt/rt4/share/html/autohandler:53]

What am I missing?

T.I.A.

Bye
Cris

[rt-users] REST call to retrieve list of groups

[Guadagnino Cristiano]

Hi all,
I have found out that I can use this REST call:

http://my.rt.site/REST/1.0/group/group_name

to retrieve informations about a group (id, name, description, members).

However, I cannot find a REST way to retrieve the list of groups defined 
on an RT instance.
Is it possible?

T.I.A.

Bye
Cris

Re: [rt-users] REST call to retrieve list of groups

[Guadagnino Cristiano]

Alex Vandiver ha scritto:

 RT 4.2.2 adds a search endpoint for users and groups:

  rt ls -t groups
  id: group/1238
  Name: RT hackers
  Description: RT hackers
  Disabled: 0
  
  --
  
  id: group/14255
  Name: BPS Staff
  Description:
  Disabled: 0
  
  [...]

 The endpoint is /REST/1.0/search/groups

   - Alex


Alex, this is great news!!

Thank you
Cris

Re: [rt-users] Show Stalled Tickets in Quick Search

[Guadagnino Cristiano]

Hi Wardrop!

Wardrop ha scritto:
 Hi,

 I'm wondering how I would go about adding a stalled tickets column to the
 Quick Search display on the dashboard. I've done a Google, but a lot of the
 information seems to pertain to older versions of RT. I'm on RT 4.2.2.

 I've looked at ./share/html/Elements/Quicksearch expecting to find some
 clues, but alas, nothing. Can anyone point me in the right direction or just
 tell me how to it?

 Cheers,
 Tom

Why do you want to add it to the quick search display?

I simply created a new saved search that I called MineStalled, then I 
added it to the RT at a glance right above the Quick search portlet 
by clicking on Edit in the upper right corner of the RT at a glance 
page and adding the saved search.

Hope this helps.

Bye
Cris

[rt-users] Automatically search in articles on new ticket

[Guadagnino Cristiano]

We have a lot of articles in RT.
However, since articles are written by different people, and some 
articles could be quite old, when a new ticket comes in that nobody 
knows (or remembers) how to solve, we seldomly look into the articles.

There are times when one of us fights against a problems for hours only 
to find - hours later- that it was already documented in an RT article.

While this may be mitigated by educating ourselves to look into RT 
articles as soon as we are confronted with an unknown problem, I am 
wondering if anybody has thought about implementing a smarter solution.

What I am thinking is some kind of automatic keyword search, like those 
you see on many support sites: when a ticket is taken, keyword from the 
ticket subject (or body) are searched for in the articles, and all the 
matching articles are presented next to the ticket itself.

Did anybody implement such a thing?
If not, how would you go about implementing it (I am interested in doing 
some coding, but I'm not sure about how to proceed).

Bye
Cris

Re: [rt-users] Show Stalled Tickets in Quick Search

[Guadagnino Cristiano]

Guadagnino Cristiano ha scritto:
 Hi Wardrop!

 Wardrop ha scritto:
 Hi,

 I'm wondering how I would go about adding a stalled tickets column to the
 Quick Search display on the dashboard. I've done a Google, but a lot of the
 information seems to pertain to older versions of RT. I'm on RT 4.2.2.

 I've looked at ./share/html/Elements/Quicksearch expecting to find some
 clues, but alas, nothing. Can anyone point me in the right direction or just
 tell me how to it?

 Cheers,
 Tom
 Why do you want to add it to the quick search display?

 I simply created a new saved search that I called MineStalled, then I
 added it to the RT at a glance right above the Quick search portlet
 by clicking on Edit in the upper right corner of the RT at a glance
 page and adding the saved search.

 Hope this helps.

 Bye
 Cris

Wardrop, I guess I misunderstood your request.
However, I already have a stalled column in the Quick Search portlet.
What am I missing now?

Bye
Cris

Re: [rt-users] Problems in templates in Rt 4.2.1

[Guadagnino Cristiano]

-Messaggio originale-
Da: Cristiano Guadagnino guadagnino.cristi...@creval.it
Inviato: Fri Jan 03 2014 08:03:12 GMT+0100 (CET)
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Problems in templates in Rt 4.2.1

 -Messaggio originale-
 Da: Cristiano Guadagnino guadagnino.cristi...@creval.it
 Inviato: Fri Jan 03 2014 07:59:45 GMT+0100 (CET)
 A: rt-users@lists.bestpractical.com
 Oggetto: Re: [rt-users] Problems in templates in Rt 4.2.1

 Alex Vandiver ha scritto:
 On Thu, 2014-01-02 at 16:18 +, Guadagnino Cristiano wrote:
 This message is related to my previous thread titled HTML templates
 in RT 4.2.1.
 This is a known bug in 4.2.1, relating to how RT attempts to generate a
 plain-text version of HTML templates.  A fix will be in 4.2.2 which will
 ensure that mail is always sent out, even if it lacks a text/plain part
 due to failure of the HTML-text conversion.
   - Alex
 Thank you very much Alex!
 Do you know if a patch is available?


 Never mind Alex, I just read about it in another reply.

 Bye
 Cris

Hi Alex,
while trying to apply the patch in

https://github.com/bestpractical/rt/commit/8807f0d0.patch

I get this:

can't find file to patch at input line 26

Looking at the patch file, I see it is trying to patch two files:

/opt/rt4/lib/RT/Template.pm
/opt/rt4/t/mail/html-outgoing.t

The second file is non-existent here. Actually, I don't have any 
/opt/rt4/t directory nor any html-outgoing.t file under /opt/rt4.

Can you help me?

T.I.A.
Bye
Cris

Re: [rt-users] Problems in templates in Rt 4.2.1

[Guadagnino Cristiano]

-Messaggio originale-
Da: Cristiano Guadagnino guadagnino.cristi...@creval.it
Inviato: Fri Jan 03 2014 10:22:21 GMT+0100 (CET)
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Problems in templates in Rt 4.2.1

 -Messaggio originale-
 Da: Cristiano Guadagnino guadagnino.cristi...@creval.it

 -Messaggio originale-
 Da: Cristiano Guadagnino guadagnino.cristi...@creval.it

 Alex Vandiver ha scritto:
 On Thu, 2014-01-02 at 16:18 +, Guadagnino Cristiano wrote:
 This message is related to my previous thread titled HTML templates
 in RT 4.2.1.
 This is a known bug in 4.2.1, relating to how RT attempts to generate a
 plain-text version of HTML templates.  A fix will be in 4.2.2 which
 will
 ensure that mail is always sent out, even if it lacks a text/plain part
 due to failure of the HTML-text conversion.
   - Alex
 Thank you very much Alex!
 Do you know if a patch is available?


 Never mind Alex, I just read about it in another reply.

 Bye
 Cris

 Hi Alex,
 while trying to apply the patch in

 https://github.com/bestpractical/rt/commit/8807f0d0.patch

 I get this:

 can't find file to patch at input line 26

 Looking at the patch file, I see it is trying to patch two files:

 /opt/rt4/lib/RT/Template.pm
 /opt/rt4/t/mail/html-outgoing.t

 The second file is non-existent here. Actually, I don't have any
 /opt/rt4/t directory nor any html-outgoing.t file under /opt/rt4.

 Can you help me?

 T.I.A.
 Bye
 Cris

Alex,
I figured that I needed to apply the patch to the source tree, so I did 
it successfully. Then I did a make upgrade. All of this was done on a 
test server.

After that, I compared the new tree in /opt/rt4 with a backup of the old 
tree. Diff says only /opt/rt4/lib/RT/Template.pm is changed.

Is it safe to just copy the new Template.pm into our production server 
and clear the mason cache? Will it suffice to fix the bug?

Thank you in advance
Cris

[rt-users] Problems in templates in Rt 4.2.1

[Guadagnino Cristiano]

This message is related to my previous thread titled HTML templates in RT 
4.2.1.

I changed the subject because I think the problem is unfortunately deeper than 
I thought at first.

Even with our much-simplified template (attached), we sometimes have stack 
dumps in the RT log, related to template parsing.
Sometimes the stack dump starts with [error]: Template parsing error: ..., 
and this usually does not prevent RT from sending out the email.
Other times the stack dump starts with: [error]: Scrip Preapre nn died. ... 
and this does prevent RT from sending out the email.

I have been unable to track down the offending elements. Every case seems 
different.
I am somehow convinced it can be tracked down to changes in the way RT shreds 
HTML, but I have no proof till now.

Here are a couple of stack dumps:

-
[14911] [Thu Jan  2 10:25:43 2014] [error]: Template parsing error: Can't call 
method content on an undefined value at 
/usr/local/share/perl5/HTML/FormatText/W
ithLinks/AndTables.pm line 217.

Stack:
  [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:217]
  [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:101]
  [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:83]
  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777]
  [/opt/rt4/sbin/../lib/RT/Transaction.pm:348]
  [template:14]
  [/opt/rt4/sbin/../lib/RT/Template.pm:551]
  [/opt/rt4/sbin/../lib/RT/Template.pm:507]
  [/opt/rt4/sbin/../lib/RT/Template.pm:435]
  [/opt/rt4/sbin/../lib/RT/Template.pm:415]
  [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]
  [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]
  [/opt/rt4/sbin/../lib/RT/ScripAction.pm:222]
  [/opt/rt4/sbin/../lib/RT/Scrip.pm:561]
  [/opt/rt4/sbin/../lib/RT/Scrips.pm:358]
  [/opt/rt4/sbin/../lib/RT/Transaction.pm:189]
  [/opt/rt4/sbin/../lib/RT/Record.pm:1626]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:533]
  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415]
  [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] 
(/opt/rt4/sbin/../lib/RT/Template.pm:546)
-
[22792] [Thu Jan  2 15:29:03 2014] [error]: Scrip Prepare 10 died. - Can't call 
method content on an undefined value at 
/usr/local/share/perl5/HTML/FormatText/
WithLinks/AndTables.pm line 217.

Stack:
  [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:217]
  [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:101]
  [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:83]
  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777]
  [/opt/rt4/sbin/../lib/RT/Template.pm:666]
  [/opt/rt4/sbin/../lib/RT/Template.pm:421]
  [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]
  [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]
  [/opt/rt4/sbin/../lib/RT/ScripAction.pm:222]
  [/opt/rt4/sbin/../lib/RT/Scrip.pm:561]
  [/opt/rt4/sbin/../lib/RT/Scrips.pm:358]
  [/opt/rt4/sbin/../lib/RT/Scrips.pm:291]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:2555]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:2526]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:2596]
  [/usr/local/share/perl5/HTML/Mason/Request.pm:1295]
  [/opt/rt4/share/html/Ticket/autohandler:66]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
  [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Scrip.pm:564)
-

Anybody seeing this?

Bye
Cris

Content-Type: text/html
Subject: {$Ticket-Subject}
RT-Attach-Message: yes

h2Risoluzione:/h2/a
p
{
 my $Transactions = $Ticket-Transactions;
 $Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
 $Transactions-OrderByCols (
   { FIELD = 'Created',  ORDER = 'DESC' },
   { FIELD = 'id', ORDER = 'DESC' },
   );

 my $resolution_comment;  
 my $CommentObj = $Transactions-First;
 if( $CommentObj  $CommentObj-id ) {
   $resolution_comment = $CommentObj-Content;
 }

 $resolution_comment;
}

{
 my $res;
 my $Transactions = $Ticket-Transactions;
 $Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
 $Transactions-OrderByCols (
   { FIELD = 'Created',  ORDER = 'DESC' },
   { FIELD = 'id', ORDER = 'DESC' },
   );

 my $resolution_comment;  
 my $CommentObj = $Transactions-First;
 if( $CommentObj  $CommentObj-id ) {
   my $Attachments = $CommentObj-Attachments;
   $Attachments-Limit( FIELD = 'Filename', OPERATOR = '!=', VALUE = '' );
   while (my $a = $Attachments-Next) {
 $res .= Allegati:\n unless ($res);
 $res .=   . $a-Filename;
## $self-TransactionObj-Attach(
##Type = $a-ContentType,
##Charset  = $a-OriginalEncoding,
##Data = $a-OriginalContent,
##Filename = Encode::decode_utf8($a-Filename),
##Encoding = '-SUGGEST'
##);
   }
 }

 $res;
}

{
 my $signature = '';
 my $siginclude = 

Re: [rt-users] Problems in templates in Rt 4.2.1

[Guadagnino Cristiano]

Alex Vandiver ha scritto:
 On Thu, 2014-01-02 at 16:18 +, Guadagnino Cristiano wrote:
 This message is related to my previous thread titled HTML templates
 in RT 4.2.1.
 This is a known bug in 4.2.1, relating to how RT attempts to generate a
 plain-text version of HTML templates.  A fix will be in 4.2.2 which will
 ensure that mail is always sent out, even if it lacks a text/plain part
 due to failure of the HTML-text conversion.
   - Alex
Thank you very much Alex!
Do you know if a patch is available?

Bye
Cris

Re: [rt-users] Take in menu of an already taken ticket

[Guadagnino Cristiano]

Kevin Falcone ha scritto:
 On Fri, Dec 27, 2013 at 01:30:30PM +, Guadagnino Cristiano wrote:
 Hi Jim,
 thank you for your reply.

 I see steal too, if I'm not the one who took the ticket.
 But now, in 4.1.2, I see take even if I'm already the owner of the 
 ticket.
 Definitely a bug, I've filed:
 http://issues.bestpractical.com/Ticket/Display.html?id=28211

 -kevin

Thank you Kevin, that's good to know.

Bye
Cris

[rt-users] Take in menu of an already taken ticket

[Guadagnino Cristiano]

Hi all,
we have a minor problem with our production RT 4.2.1.

We see a take action in the Actions menu of already taken tickets.
I never noticed something like this in previous RT releases. Is this normal?

Bye
Cris

[rt-users] HTML templates in RT 4.2.1

[Guadagnino Cristiano]

While upgrading to RT 4.2.1 (from RT 4.0.17) I had to change a few of 
our HTML templates.

Previously, we had two quite complex html templates for the Take and the 
Resolve actions. I am attaching them here so you can examine them. 
Basically they where full html pages with tables and embedded perl code.

After upgrade to RT 4.2.1 we started seeing errors in the log, like this:

[6885] [Mon Dec 23 20:37:52 2013] [error]: Scrip Prepare 10 died. - 
Can't call method content on an undefined value at 
/usr/local/share/perl5/HTML/FormatText/W
ithLinks/AndTables.pm line 217.

Stack:
[/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:217]
[/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:101]
[/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:83]
   [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777]
   [/opt/rt4/sbin/../lib/RT/Template.pm:666]
   [/opt/rt4/sbin/../lib/RT/Template.pm:421]
   [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]
   [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]
   [/opt/rt4/sbin/../lib/RT/ScripAction.pm:222]
   [/opt/rt4/sbin/../lib/RT/Scrip.pm:561]
   [/opt/rt4/sbin/../lib/RT/Scrips.pm:358]
   [/opt/rt4/sbin/../lib/RT/Scrips.pm:291]
   [/opt/rt4/sbin/../lib/RT/Ticket.pm:2555]
   [/opt/rt4/sbin/../lib/RT/Ticket.pm:2526]
   [/opt/rt4/sbin/../lib/RT/Ticket.pm:2596]
   [/usr/local/share/perl5/HTML/Mason/Request.pm:1295]
   [/opt/rt4/share/html/Ticket/autohandler:66]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
   [/opt/rt4/share/html/autohandler:53] 
(/opt/rt4/sbin/../lib/RT/Scrip.pm:564)


I got a hard time figuring out what the problem was, but after a lot of 
debugging I found that it was the html code that was giving us problems. 
A simple text version of our template was working well. So I tried to 
re-add html code step by step. At last I found I could use simple html 
tags like h1, h2, br /, hr /, i, etc. but I could not add e.g. 
tables.

We are now using much simpler html templates (which is not bad in 
itself), but I'd like to know if this incompatibility is something that 
was planned or not, and if we can somehow restore the layout of our 
previous templates and how.

Thank you in advance.
Cristiano

Content-Type: text/html
Subject: Risposta automatica: {$Ticket-Subject}

!DOCTYPE HTML PUBLIC -//W3C//DTD HTML 4.01//EN
http://www.w3.org/TR/html4/strict.dtd;
html lang=en
head
meta http-equiv=Content-Type content=text/html; charset=utf-8
titleRisposta automatica: {$Ticket-Subject}/title
/head
body bgcolor=#ff
table align=center border=1 cellspacing=0 cellpadding=10 
width=70% bgcolor=#ff
tr align=left valign=top bgcolor=#ff
th colspan=2h1Risposta automatica: 
{$Ticket-Subject}/h1/th
/tr

tr align=left valign=top bgcolor=#ff
td width=70% /td
td width=30% /td
/tr

tr align=left valign=top bgcolor=#ff
td width=70%
h2
{
my $TextInCarico = '';

if ($Ticket-OwnerObj-Name() eq 
'Nobody') {
$TextInCarico = 'Il tuo ticket 
non egrave; piugrave; in carico a nessuno.';
} else {
$TextInCarico = 'Il tuo ticket 
egrave; stato preso in carico da ';
$TextInCarico .= 
$Ticket-OwnerObj-RealName;
$TextInCarico .= '.';
}

$TextInCarico;
}
/h2
p
Questo egrave; un messaggio generato 
automaticamente in risposta alla presa in
carico del ticket 
quot;{$Ticket-Subject()}quot;. Il ticket egrave; riportato in calce.
br /br /
Non egrave; necessario rispondere a questo 
messaggio.
Al ticket egrave; stato assegnato il seguente 
identificativo: 
[{$Ticket-QueueObj-SubjectTag || $rtname} 
#{$Ticket-id()}].
br /br /
Al fine di gestire correttamente il ticket 
egrave; necessario riportare la dicitura
br /br /
[{$Ticket-QueueObj-SubjectTag || $rtname} 
#{$Ticket-id}]
br /br /
nell'oggetto di ogni futuro messaggio 
riguardante questo problema.
 

Re: [rt-users] Take in menu of an already taken ticket

[Guadagnino Cristiano]

Hi Jim,
thank you for your reply.

I see steal too, if I'm not the one who took the ticket.
But now, in 4.1.2, I see take even if I'm already the owner of the ticket.

Bye
Cris


Da: Jim Berry jim.h.be...@frb.govmailto:jim.h.be...@frb.gov
Inviato: Fri Dec 27 2013 14:17:57 GMT+0100 (CET)
A: Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it, 
'rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com' 
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: Take in menu of an already taken ticket

Cris,

In the 4.0.x version, I see Steal as an item in the Action menu.

Jim

-Original Message-
From: 
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Guadagnino 
Cristiano
Sent: Friday, December 27, 2013 4:24 AM
To: 'rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com'
Subject: [rt-users] Take in menu of an already taken ticket

Hi all,
we have a minor problem with our production RT 4.2.1.

We see a take action in the Actions menu of already taken tickets.
I never noticed something like this in previous RT releases. Is this normal?

Bye
Cris

Re: [rt-users] Error in article history

[Guadagnino Cristiano]

Hi all,
I'm replying here to document where the problem lies and how I solved it.

The problem: it seems that the 'upgrade-articles' script somehow doesn't update 
all records in the ObjectCustomFieldValues table. Specifically, it only updates 
articles that have the 'Disabled' flag set to 0. Those that have 'Disabled' set 
to 1 (i.e. the old revisions of an article) retain the old (now wrong) 
ObjectType.

If you have mysql, you can check for this type of problem by running this query 
against your rt4 database:
select Disabled, ObjectType, count(*)
from ObjectCustomFieldValues
where ObjectType like '%article%'
group by Disabled, ObjectType;

If you see a row where ObjectType = 'RT::FM::Article', than you have the 
problem.

I fixed the problem with this simple update:
update ObjectCustomFieldValues
set ObjectType = 'RT::Article'
where ObjectType = 'RT::FM::Article'

I hope this can help others having this problem.

Bye
Cris



Da: Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
Inviato: Fri Oct 18 2013 10:45:30 GMT+0200 (CEST)
A: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Error in article history
Hi Kevin,
it's been quite some time since we migrted to RT 4.
Fortunately, I have a migration procedure I wrote down while migrating our test 
environment, so that I could re-apply the same steps in production.

We migrated to RT 4 while also migrating to new CentOS servers, so this is what 
I did after installing the servers and downbloading all the required components 
(packages):

- I followed RT's README till step 6a
- in step 6a I only did the first part (i.e. I did not do make initialize 
database)
- I restored the backup from our RT 3.x production system (in rt4 db)
- I did make upgrade database from step 6b
- I ran ./etc/upgrade/upgrade-articles from the directory where I uncompressed 
the tarball

I think this is the relevant part.
Then I followed by porting my old Apache/sendmail/Sphinx configurations to the 
new servers, etc.

Is that enough? Or, is there something more I should have done?

Thank you
Cris



Cristiano Guadagnino

Servizio Data Administration
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
Via Trento, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522992
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
www.creval.ithttp://www.creval.it

[Seguici suFacebook]https://www.facebook.com/creval/  [Creval 
Tube] http://www.youtube.com/user/GruppoCreval/   [CrevalApp] 
https://www.creval.it/comunicazione/appICreval/appICreval.html

Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l’eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall’originatore di questo messaggio per dette esigenze 
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, 
contiene informazioni da considerarsi strettamente riservate, ed è destinato 
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato 
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque 
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne 
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a 
persone diverse dal destinatario è severamente proibito, ed è pregato di 
rinviarlo immediatamente al mittente distruggendone l'originale.


Da: Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com
Inviato: Thu Oct 17 2013 16:40:50 GMT+0200 (CEST)
A: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Error in article history

On Thu, Oct 17, 2013 at 08:33:27AM +, Guadagnino Cristiano wrote:


   How can I verify the ObjectTypes? Would you be so kind to send me a query to 
run against mysql
   to verify that everything is ok with my articles?


You'll need to write your own SQL query - as noted previously, you're
looking for RT::FM::Article in the ObjectType field on Transactions
and ObjectCustomFieldValues.

Also - please confirm which upgrade steps you ran.  There is a
standalone documented and warned about script you must run to upgrade
articles.

-kevin



 You likely still have a Transaction record or ObjectCustomFieldValue
 record with the wrong ObjectType that those scripts should have fixed
 for you.


--

--
inline: ATT1.pnginline: ATT2.pnginline: ATT3.png

Re: [rt-users] Error in article history

[Guadagnino Cristiano]

Hi Kevin,
it's been quite some time since we migrted to RT 4.
Fortunately, I have a migration procedure I wrote down while migrating our test 
environment, so that I could re-apply the same steps in production.

We migrated to RT 4 while also migrating to new CentOS servers, so this is what 
I did after installing the servers and downbloading all the required components 
(packages):

- I followed RT's README till step 6a
- in step 6a I only did the first part (i.e. I did not do make initialize 
database)
- I restored the backup from our RT 3.x production system (in rt4 db)
- I did make upgrade database from step 6b
- I ran ./etc/upgrade/upgrade-articles from the directory where I uncompressed 
the tarball

I think this is the relevant part.
Then I followed by porting my old Apache/sendmail/Sphinx configurations to the 
new servers, etc.

Is that enough? Or, is there something more I should have done?

Thank you
Cris



Cristiano Guadagnino

Servizio Data Administration
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
Via Trento, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522992
guadagnino.cristi...@creval.it
www.creval.ithttp://www.creval.it

[Seguici su Facebook]https://www.facebook.com/creval/  [Creval Tube] 
http://www.youtube.com/user/GruppoCreval/   [CrevalApp] 
https://www.creval.it/comunicazione/appICreval/appICreval.html

Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l'eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall'originatore di questo messaggio per dette esigenze 
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, 
contiene informazioni da considerarsi strettamente riservate, ed è destinato 
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato 
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque 
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne 
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a 
persone diverse dal destinatario è severamente proibito, ed è pregato di 
rinviarlo immediatamente al mittente distruggendone l'originale.


Da: Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com
Inviato: Thu Oct 17 2013 16:40:50 GMT+0200 (CEST)
A: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Error in article history

On Thu, Oct 17, 2013 at 08:33:27AM +, Guadagnino Cristiano wrote:


   How can I verify the ObjectTypes? Would you be so kind to send me a query to 
run against mysql
   to verify that everything is ok with my articles?


You'll need to write your own SQL query - as noted previously, you're
looking for RT::FM::Article in the ObjectType field on Transactions
and ObjectCustomFieldValues.

Also - please confirm which upgrade steps you ran.  There is a
standalone documented and warned about script you must run to upgrade
articles.

-kevin



 You likely still have a Transaction record or ObjectCustomFieldValue
 record with the wrong ObjectType that those scripts should have fixed
 for you.


--
inline: logofacebookfc0712inline: logoyoutube0016afinline: logocreval9143dd

Re: [rt-users] Error in article history

[Guadagnino Cristiano]

Kevin,
I did run all the upgrade steps.

How can I verify the ObjectTypes? Would you be so kind to send me a query to 
run against mysql to verify that everything is ok with my articles?

T.I.A.

Cris


Cristiano Guadagnino

Servizio Data Administration
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
Via Trento, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522992
guadagnino.cristi...@creval.it
www.creval.ithttp://www.creval.it

[Seguici su Facebook]https://www.facebook.com/creval/  [Creval Tube] 
http://www.youtube.com/user/GruppoCreval/   [CrevalApp] 
https://www.creval.it/comunicazione/appICreval/appICreval.html

Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l'eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall'originatore di questo messaggio per dette esigenze 
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, 
contiene informazioni da considerarsi strettamente riservate, ed è destinato 
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato 
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque 
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne 
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a 
persone diverse dal destinatario è severamente proibito, ed è pregato di 
rinviarlo immediatamente al mittente distruggendone l'originale.


Da: Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com
Inviato: Tue Oct 15 2013 19:24:15 GMT+0200 (CEST)
A: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Error in article history

On Tue, Oct 15, 2013 at 10:56:11AM +, Guadagnino Cristiano wrote:


we've been using RT 4.0.17 since a couple months without problems.
However, I realized just today that asking for an article's history
generates an error page.

The log reports:

[Tue Oct 15 10:50:40 2013] [error]: Can't locate object method new via
package RT::FM::Article (perhaps you forgot to load
RT::FM::Article?) at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm
line 306.


When you upgraded from 3.8 to 4.0, did you run the various upgrading
steps for the RT::FM = Articles conversion.

You likely still have a Transaction record or ObjectCustomFieldValue
record with the wrong ObjectType that those scripts should have fixed
for you.

-kevin


--
inline: logofacebooked3789inline: logoyoutube68f3d1inline: logocreval73aabf

[rt-users] Error in article history

[Guadagnino Cristiano]

Hi all,
we've been using RT 4.0.17 since a couple months without problems.
However, I realized just today that asking for an article's history
generates an error page.

The log reports:

[Tue Oct 15 10:50:40 2013] [error]: Can't locate object method new via
package RT::FM::Article (perhaps you forgot to load
RT::FM::Article?) at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm
line 306.

Stack:
   [/opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm:306]
   [/opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm:235]
   [/opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm:254]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:1186]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:794]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:748]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:671]
   [/opt/rt4/share/html/Articles/Article/Elements/ShowHistory:54]
   [/opt/rt4/share/html/Articles/Article/History.html:50]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
   [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)

I am at a loss... can anybody shed some light on this error?

If it can be of any interest, I have an experimental installation of RT
4.2, where I restored a copy of our production db and ran it through the
update routine. It shows this same behaviour.

Bye
Cris

--

Cristiano Guadagnino

Servizio Data Administration
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
Via Trento, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522992
guadagnino.cristi...@creval.it
www.creval.it


Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l’eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall’originatore di questo messaggio per dette esigenze 
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, 
contiene informazioni da considerarsi strettamente riservate, ed è destinato 
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato 
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque 
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne 
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a 
persone diverse dal destinatario è severamente proibito, ed è pregato di 
rinviarlo immediatamente al mittente distruggendone l'originale.

Re: [rt-users] Rt search does not work with sphinx main+delta index

[Guadagnino Cristiano]

Well, it turned out that the problem with 4.0.17 not returning any result was 
due to a stale searchd process.
Restarting the daemon reverted behavior to that of RT 4.0.10, which was anyway 
wrong.

So, to restate it clearly: RT is only returning results from the main index, 
completely ignoring the delta index.

Please help.

Bye
Cris


Guadagnino Cristiano wrote:
I am having trouble with RT fulltext searches. I am using RT 4.0.17 with Mysql 
and Sphinx 4.0.8.
Sphinx is configured to use a main+delta index (configuration attached). Main 
index is created once every morning, while the delta index is created every 5 
minutes.
If I search using the search command line tool from Sphinx everything is 
correct.

Fulltext search with RT 4.0.10 instead seemed to return only the results from 
the main index, disregarding anything from the delta index.
So I updated to the latest RT release (4.0.17) just to be sure. Now fulltext 
search with RT does not return anything at all!!

Example from the CLI:

search CrevalPublic --rsort=date -q -l 500

This returns 73 hits on the main index and 39 ihits on the delta index.

Simple search with RT:

fulltext:CrevalPublic any

This returns 0 results.

Any suggestions?

T.I.A.
Bye
Cris
--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese


--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese

Re: [rt-users] Rt search does not work with sphinx main+delta index

[Guadagnino Cristiano]

Ruslan,
first of all thank you very much for your help.
Your solution worked like a charm!

Now, reading the document you sent me I see that Sphinx allows to override the 
index (or indexes) name on the query text.
I tried it and it is actually working very well: it's sufficient to append 
;index=indexname1,indexname2 to the query text.

Don't you think it would be nice (and better from a usability point of view) to 
add a new configuration option to RT_Config.pm so that RT administrators that 
want to fine-tune their Sphinx configuration don't have to ALTER the 
AttachmentsIndex table? You should only change RT code so that every query sent 
to Sphinx gets the new token appended.
Well, just my 2 cents :-).

Thank you
Bye
Cris


Da: Ruslan Zakirov r...@bestpractical.commailto:r...@bestpractical.com
Inviato: Wed Sep 11 2013 14:25:56 GMT+0200 (CEST)
A: Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Rt search does not work with sphinx main+delta index
Hi,

RT defines index in the CONNECTION attribute of the table, so you have to 
adjust it to use several indexes, see the following doc:

http://sphinxsearch.com/docs/2.0.9/sphinxse-using.html

It's not clear how, but it implies that you can do the following:


ALTER TABLE t1 CONNECTION=sphinx://NEWHOST:NEWPORT/index1,index2,index3;


On Wed, Sep 11, 2013 at 11:07 AM, Guadagnino Cristiano 
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote:
Well, it turned out that the problem with 4.0.17 not returning any result was 
due to a stale searchd process.
Restarting the daemon reverted behavior to that of RT 4.0.10, which was anyway 
wrong.

So, to restate it clearly: RT is only returning results from the main index, 
completely ignoring the delta index.

Please help.

Bye
Cris



Guadagnino Cristiano wrote:
I am having trouble with RT fulltext searches. I am using RT 4.0.17 with Mysql 
and Sphinx 4.0.8.
Sphinx is configured to use a main+delta index (configuration attached). Main 
index is created once every morning, while the delta index is created every 5 
minutes.
If I search using the search command line tool from Sphinx everything is 
correct.

Fulltext search with RT 4.0.10 instead seemed to return only the results from 
the main index, disregarding anything from the delta index.
So I updated to the latest RT release (4.0.17) just to be sure. Now fulltext 
search with RT does not return anything at all!!

Example from the CLI:

search CrevalPublic --rsort=date -q -l 500

This returns 73 hits on the main index and 39 ihits on the delta index.

Simple search with RT:

fulltext:CrevalPublic any

This returns 0 results.

Any suggestions?

T.I.A.
Bye
Cris
--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese


--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese





--
Best regards, Ruslan.

--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

Re: [rt-users] RT-Extension-ReportSpam (was: Tickets created by junk mail)

[Guadagnino Cristiano]

Hi Stephen,
this extension seems quite interesting, but I don't really know what to 
do with it.
There's no documentation about installing nor about using.

I installed it the usual way:

perl Makefile.PL
make
make install

Everything seemed to go well, but I see no difference at all in RT's UI. 
So I cleaned the mason cache and restarted Apache again, but I still see 
no difference.

Could you please help me?

Bye
Cris


Cena, Stephen (ext. 300) wrote:
   
 Have you checked out this extension yet?

 http://search.cpan.org/dist/RT-Extension-ReportSpam/lib/RT/Extension/Rep
 ortSpam.pm

 This coupled with an rt-crontool job might be what you're looking for.



 Stephen Cena
 QVII
 MIS/IT Dept
 850 Hudson Ave.
 Rochester, NY. 14620
 585-544-0450 x300
 s...@qvii.com
 Thank you for helping us help you help us all.
 --For email related issues, please contact postmas...@qvii.com

[rt-users] RT behavior when CCs are present in a ticket

[Guadagnino Cristiano]

Hi all,
I have received a few complaints from users about a feature of RT.
After a little experimenting, I find that those complaints are partially 
reasonable, so I want to share them with you and get some feedback.

When RT receives an email that is bound to an already existing ticket, 
it notifies everyone in that ticket (requestor, CCs...). So far 
everything is good.

Now picture this situation: Bill wants to send an email to Tom, CCing 
John and Jenny and RT (because he wants this conversation to remain 
recorded in the ticket's history). The mail is linked to an already 
existing ticket (i.e. the subject contains the magical tag). Bill is not 
the ticket's original requestor.

Here comes the problem: Tom, John and Jenny will receive one email 
from Bill and another identical mail from RT. Even Bill will receive his 
email back from RT. Even worse, all this emails will look like it was 
the ticket owner who sent them.

I think RT is being overzealous here: since RT already parses the email 
header looking for CCs, it should know that those messages are not 
useful, since those persons are already receiving the original email. So 
it should only notify people who are CCs for the ticket but are NOT 
included in the email sent from Bill.

What do you think?

Bye
Cris

p.s. This is happening on our production RT, which is still at 3.8.10. I 
don't know if RT 4 changed something in this respect.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] RT behavior when CCs are present in a ticket

[Guadagnino Cristiano]

Hi Ken!

- Messaggio originale -
Da: k...@rice.edu k...@rice.edu
Inviato: Thu May 30 2013 14:56:22 GMT+0200 (CEST)
A: Guadagnino Cristiano guadagnino.cristi...@creval.it
Oggetto: Re: [rt-users] RT behavior when CCs are present in a ticket


 Hi Chris,

 RT's basic premise is that it is the issue management system and handles
 notifications and updates. If out-of-band additional CC's are done, they
 will get the CC and the RT update. That being said, you can add these
 checks yourself to the scrips that send the extra Email to not send
 them in this case. If you do, please put them on the wiki since that seems
 like useful functionality. Having worked with people using the same
 workflow, it resulted in RT missing updates should the updater forget
 to reply to RT resulting in missing history. They did much better when
 all they remembered was to just reply to the RT message only and it would
 handle the needed additional notifications.

 Regards,
 Ken


Ken, you're absolutely right. What you describe is exactly the type of 
workflow I've always been using (and suggesting): just reply to RT and 
let it take care of the rest.

Indeed, at first I was surprised by the complaint.

But then I realized that the described behavior is quite common when 
you're dealing with someone who doesn't know about RT at all.

Perhaps I oversimplified the example, let's rework it this way: Bill 
sends an email to another user (originally not in the ticket CCs) and to 
RT to keep the history updated. The other user knows nothing about a 
ticketing system being in place. When this user replies, he hits reply 
all just to be sure. Now Bill receives two emails (one from the user 
and one from RT), and the external user receives his email back from RT.

On the other hand, if the external user does not hit reply all but 
only replies to Bill, this reply won't be recorded into the ticket's 
history.

I think (and you seem to agree) that the kind of behavior I suggested 
implementing would be a gain for everyone.

I'll see if I can code it in a scrip, given my less-than-stellar perl 
abilities.

Thank you!
Bye
Cris


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Problem with mail bounce

[Guadagnino Cristiano]

Thomas,
thank you very much!!! This is exactly what I was looking for.

Also, I am happy to know that this limitation will be removed in 4.2.

Bye
Cris


Thomas Sibley wrote:


Instead of doing the above, why don't you just keep it inside RT all along?

1) Copy text to forward into a new RT comment
2) Set the One-time Cc to the person receiving the forward
3) Uncheck all other recipients from the Scrips and Recipients box.
This should be easier if you enable the $SimplifiedRecipients option.

Then the forward will come from RT originally, only go to the one-time
cc, and be recorded on the ticket.  Any replies will end up as comments
on the ticket (assuming your queue comment address and /etc/aliases is
setup correctly).  Less steps, less needing to go outside RT only to
shove stuff back in.




--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Problem with mail bounce

[Guadagnino Cristiano]

There definitely is something weird with the way the reply-to header is 
treated from RT.

I did some more tests on a quite clean test system (RT 3.8.10) and I always get 
a permission denied error as soon as I add the reply-to header.

By enabling debug logs I see RT thinks he is receiving the email message from 
the address in the reply-to header instead of the from header.
That would also explain why I was getting the RT Received mail ( ) from 
itself. message in my previous experiments.

I know I'm not on the latest release... is this a known problem (already fixed, 
maybe)?

I also found very old references to this same problem in the mailing list 
archives (without meaningful replies).

Bye
Cris


Guadagnino Cristiano wrote:
Hi all,
we have a problem when we need to forward a ticket (or part of it) to someone 
who is not a requestor or CC of the ticket itself.

RT currently has a limitation on the forward operation, in that it doesn't 
allow to add a comment to the forwarded message. This is not acceptable, 
because the receiving end will not know why he/she receives the message and 
what we're talking about.

To overcome this limitation we usually proceed like this:

1) we copy the text to forward in a new Outlook message
2) we set the sender as the private email address of who is sending
3) we mangle the subject so that it contains the magic RT token with the number 
of the original ticket
4) we add a special RT adress as BCC; this address is configured so that it 
triggers a comment action instead of a correspond action

This has always worked well, although it is a bit cumbersome.

But sometimes the receiving end replies, starting a lengthy new thread that 
needs to be appended to the ticket history. We can do it by forwarding each 
message to the special RT address (see step 4 above), but this is not optimal.

Instead we thought of modifying the procedure adding a fifth step:

5) set the Reply-To header with our normal RT address

This way, when the subject receiving the forwarded email replies, it 
automatically is appended to the ticket and other participants are notified of 
the reply.

However when we try to do this, RT replies back telling that it cannot record 
the email, with a permission denied error. The RT log reports that RT believes 
it got a message from itself and so it did not record it.

Here is one example:

[Mon May 6 09:42:32 2013] [crit]: RT Received mail ( ) from itself. 
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:1740)
[Mon May 6 09:42:32 2013] [crit]: RT thinks this message may be a bounce 
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Mon May 6 09:42:32 2013] [error]: Could not record email: Message Bounced 
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

I can't figure out why RT thinks it is receiving a mail from itself. Is it a 
bug? Or is there something else that I can't think of?

Thank you in advance.
Bye
Cris

--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Problem with mail bounce

[Guadagnino Cristiano]

Hi all,
we have a problem when we need to forward a ticket (or part of it) to someone 
who is not a requestor or CC of the ticket itself.

RT currently has a limitation on the forward operation, in that it doesn't 
allow to add a comment to the forwarded message. This is not acceptable, 
because the receiving end will not know why he/she receives the message and 
what we're talking about.

To overcome this limitation we usually proceed like this:

1) we copy the text to forward in a new Outlook message
2) we set the sender as the private email address of who is sending
3) we mangle the subject so that it contains the magic RT token with the number 
of the original ticket
4) we add a special RT adress as BCC; this address is configured so that it 
triggers a comment action instead of a correspond action

This has always worked well, although it is a bit cumbersome.

But sometimes the receiving end replies, starting a lengthy new thread that 
needs to be appended to the ticket history. We can do it by forwarding each 
message to the special RT address (see step 4 above), but this is not optimal.

Instead we thought of modifying the procedure adding a fifth step:

5) set the Reply-To header with our normal RT address

This way, when the subject receiving the forwarded email replies, it 
automatically is appended to the ticket and other participants are notified of 
the reply.

However when we try to do this, RT replies back telling that it cannot record 
the email, with a permission denied error. The RT log reports that RT believes 
it got a message from itself and so it did not record it.

Here is one example:

[Mon May 6 09:42:32 2013] [crit]: RT Received mail ( ) from itself. 
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:1740)
[Mon May 6 09:42:32 2013] [crit]: RT thinks this message may be a bounce 
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Mon May 6 09:42:32 2013] [error]: Could not record email: Message Bounced 
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

I can't figure out why RT thinks it is receiving a mail from itself. Is it a 
bug? Or is there something else that I can't think of?

Thank you in advance.
Bye
Cris

--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

Re: [rt-users] How to use custom field with Include page

[Guadagnino Cristiano]

Kevin,
thank you for your reply.

The fact is that the DokuWiki page ARE on the same domain as the RT pages.

Actually, they are two virtual domains on the same apache server:

rtbkd.fake.it
dokuwiki.fake.it

(obviously fake.it is NOT the real domain)

Bye
Cris

- Messaggio originale -
Da: Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com
Inviato: Fri Apr 26 2013 18:31:32 GMT+0200 (CEST)
A: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] How to use custom field with Include page

On Fri, Apr 26, 2013 at 04:15:07PM +, Guadagnino Cristiano wrote:


   I created a new custom field called DokuWiki of type Enter one value, 
selected applies to
   articles, and entered 
[1]http://dokuwiki.fake.it/doku.php?id=__CustomField__;http://dokuwiki.fake.it/doku.php?id=__CustomField__
 in the
   Include page field.

   Then I created a sample article and entered start in the new custom field. 
When I look at
   the article I only see start next to the DokuWiki field and nothing 
else. I would have
   expected to see the content of the actual page at
   [2]http://dokuwiki.fake.it/doku.php?id=start.



From the explanatory text in the Include page option:
Some browsers may only load content from the same domain as your RT server

This is a security measure - I'd guess that your browser is stopping
the javascript you quote from running.

-kevin



   If I look at the html source of the RT page, it seems it is actually trying 
to include
   content, but I see nothing. Here is an excerpt from the html source:

 tr id=CF-13-ShowRow
 td class=labelDokuWiki:/td
 td class=value
 startdiv class=object_cf_value_include id=object_cf_value_13912See 
also:a 
href=[3]http://dokuwiki.fake.it/doku.php?id=start;[4]http://dokuwiki.fake.it/doku.php?id=start/a/div
 script!--
 
jQuery('#object_cf_value_13912').load('http\x3A\x2F\x2Fdokuwiki\x2Efake\x2Eit\x2Fdoku\x2Ephp\x3Fid\x3Dstart');
 --/script
 /td
   /tr



--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

[rt-users] Possible bug in fulltext search with mysql and sphinx

[Guadagnino Cristiano]

Hi all,
I am running RT 4.0.10 oh a CentOS server (64bit).
I have set up full text search with mysql and sphinx 2.0.7.

I was able to search using the search tool from sphinx, but whenever I tried 
a search in RT I got 0 results.

Looking in the RT log I found this error:
ERROR 1430: There was a problem processing the query on the foreign data 
source.
Data source error: INTERNAL ERROR: 1st column must be bigint to accept 64-bit 
DOCID

After a lot of research, I dropped and recreated the AttachmentsIndex table, 
changing the Id field from int(10) to bigint.
Now search in RT works correctly.

Hope this helps.
Bye
Cristiano
--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

[rt-users] Best way to use RT

[Guadagnino Cristiano]

Hi all,
I'm looking for suggestions on the way to use RT in our business.

We started using RT about 6 years ago, and initially we where the only office 
using it.

About a year later another office wanted to use RT; initially we thought about 
duplicating the whole installation, but after a while we realized it would have 
been a big maintenance headache, so instead we added the new users and the new 
queues on our RT and separated the two offices simply using authorizations.
We do not communicate very much with this other office; when we do, we usually 
send emails to them from our personal mailbox, so that a new ticket will be 
created for them.

Now a third office wants to start using RT. We added the new users and the new 
queues, and separated them using authorizations as we did with the second 
office. However we work together very much, and we find that communicating via 
email is a real burden since we both are using RT.

Also it happens quite frequently that we have to work on the same ticket in 
different stages. For example they take a request from a user, they do the 
first part, then we need to do another part, and finally they do the last part 
and close the ticket.

What is the best way to organize the queues and the authorizations to meet our 
new needs?

- we'd prefer not to work as if we where only one big office
- we'd like to swap tickets easily, but without having to know in advance who 
in their office will do the next part (and vice versa)
- we have about five queues each; tickets always land in one queue for our 
office and in one queue for their office, then we sort them into other queues 
when we start working on them
- I configured the permissions so that we can see their main queue and they can 
see our main queue
- we'd prefer not to have to coordinate the work at the phone (hey, take 
ticket number ###, I just finished working on it)

Any ideas? Experiences to share?
Maybe we could peruse the new workflow feature in RT 4?

Thank you in advance!

Bye
Cris
--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

Re: [rt-users] Corrupted customfieldvalue error in Apache error_log with migrated RT4

[Guadagnino Cristiano]

Hi Kevin

On 03/06/2013 03:59 PM, Kevin Falcone wrote:

On Tue, Mar 05, 2013 at 05:06:27PM +, Guadagnino Cristiano wrote:


- how do I check what kinds of links are generated? I tried to look into the 
Links table but links there don't look like you said; they're not even similar



Go to one of the pages showing the error, click 'View Source' in your
browser and look at the links it generates to the images or to the
binary downloads.



Kevin,
I think I have found out where the problem lies.
On our production system (RT 3.8.10) attachments that have no value assigned 
show as (no value). On our test system (RT 4.0.8) attachments that have no 
value simply show a blank space, but in the source you find a link pointing to 
an invalid url (e.g. /Download/CustomFieldValue/12194/).

I tried to look hard at the way the article custom fields are defined in both 
systems, but I see no difference.
Can you explain the different behavior based on what I told you?

T.I.A.
Cris

--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172


-- 
RT training in Amsterdam, March 20-21: 
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: 
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Re: [rt-users] Corrupted customfieldvalue error in Apache error_log with migrated RT4

[Guadagnino Cristiano]

Hi Kevin!

On 03/04/2013 05:29 PM, Kevin Falcone wrote:


This implies that the links being built don't look like this:
/Download/CustomFieldValue/id/string they look like something else.

Figure out what kinds of links are being generated, check that your
ObjectCustomFieldValues table has been upgraded properly.  Check that
rt-validator passes on your system. etc.

-kevin




Kevin, I tried to do my homework but I'm a bit confused:

- how do I check what kinds of links are generated? I tried to look into the 
Links table but links there don't look like you said; they're not even similar

- for what I can say, the ObjectCustomFieldValues has been properly upgraded; 
is there something specific I can check?

- rt-validator blows up with the following error:
install_driver(mysql) failed: Can't load 
'/usr/perl5/site_perl/5.10.0/i86pc-solaris-64int/auto/DBD/mysql/mysql.so' for 
module DBD::mysql: ld.so.1: perl: fatal: libmysqlclient.so.16: open failed: No 
such file or directory at 
/usr/perl5/5.10.0/lib/i86pc-solaris-64int/DynaLoader.pm line 203. at (eval 85) 
line 3. Compilation failed in require at (eval 85) line 3. Perhaps a required 
shared library or dll isn't installed where expected at 
/usr/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 103.

Apparently it is missing libmysqlclient.so.16 and in fact there's no such file 
on my system, but there's a libmysqlclient.so.18 in /usr/mysql/lib. As a 
desperate try I symlinked libmysqlclient.so.16 to point to 
libmysqlclient.so.18, but I get the very same error.

I have to add that, on this box, I changed from Mysql to MariaDB, but I had the 
Corrupted customfieldvalue error with Mysql too.

Bye
Cris
--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172


-- 
RT training in Amsterdam, March 20-21: 
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: 
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[rt-users] Corrupted customfieldvalue error in Apache error_log with migrated RT4

[Guadagnino Cristiano]

Hi all,
I have been experimenting with upgrading our RT 3.8.x installation to rt 4.0.x.

I'm nearly done with it, as I have a nicely working RT 4.0.8 on a test server. 
We have populated the database with a backup of our production system (RT 
3.8.10) and we followed all upgrade steps.

While RT4 is apparently working well, I am a little concerned about errors I 
get in Apache's error_log whenever I access RTFM articles.

This is an example of the messages I get:

[Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or 
string at /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. 
(/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48)
[Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or 
string at /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. 
(/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48)
[Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in 
concatenation (.) or string at 
/opt/rt4/share/html/Elements/ShowCustomFieldImage line 48. 
(/opt/rt4/share/html/Elements/ShowCustomFieldImage:48)
[Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or 
string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 49. 
(/opt/rt4/share/html/Elements/ShowCustomFieldImage:49)
[Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or 
string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 50. 
(/opt/rt4/share/html/Elements/ShowCustomFieldImage:50)
[Mon Mar 4 14:55:38 2013] [error]: WebRT: Corrupted customfieldvalue URL. 
(/opt/rt4/share/html/Elements/Error:82)

There is apparently nothing wrong in the article itself, but that Corrupted 
customfieldvalue makes me nervous. Moreover, I tried to create a brand new 
article in RT4 (with text, a file attachment and an image attachment) and when 
I access *that* article there's no error in the log.

Can someone help me debug this issue?

T.I.A.

Bye
Cris

--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172


-- 
RT training in Amsterdam, March 20-21: 
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: 
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[rt-users] Improvement suggestions

[Guadagnino Cristiano]

Hi all,
I have a few problems that, if solved, I think may enhance the quality 
of RT.

1) RT displays a lot of notification messages through a pale yellow 
message box on top of the ticket page. Everything is displayed the same 
way regardless of nature (info, error, etc.).
I think that it would be good to separate this messages at least into 
two categories: info (usual pale yellow box) and error (pale red box).
Presently, since you cannot easily tell the difference, it happens quite 
often that one operator tries to take a ticket just half a second 
another operator took it, gets an error box, thinks it is the usual 
confirmation box, and starts working on the ticket. Sometimes he even 
does not realize he is doing duplicate work until he tries to resolve!

2) Beginning users of RT often fall into this error: click resolve on 
top of the ticket, write some message, then click resolve again 
instead of clicking on update ticket at the bottom. Why does resolve 
still show on top of the ticket when you're resolving? Is it possible to 
remove it? I think it doesn't belongs there.

3) Custom field of type check multiple values (check-box) could be 
ticked directly from the display page of a ticket instead of having to 
go into the modify page. It would help streamlining the work on tickets.

Just a few thoughts.

Thank you
Cris

p.s. We are using RT 3.8.10 and testing 4.02. Both have the mentioned 
problems.

-- 
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

[rt-users] Full text search on postrgesql

[Guadagnino Cristiano]

Hi all,
we are experimenting the upgrade to 4.x while switching to Postgres due 
to the easier setup of full text search (we were on mysql previously).

The update went smooth and we have RT 4.02 in a testing environment 
where we migrated our mysql production database.

I followed the instructions for enabling full text search in postgres, 
and left it indexing for about one day (!) our 30K ticket db.

Now I am trying to test full text searches, but I am very disappointed 
by the performance.

First of all: our previous Sphinx proprietary implementation (see 
IntegrateSphinx in the wiki) indexed all our db in about 5 minutes. I 
think the difference is that we were not indexing attachments, while the 
current setup indexes attachments too... am I right in this assumption?

Second: I tried a full text search on our Sphinx implementation and it 
took 0.18 seconds to find 27 results ranging from mid-2009 to today. The 
exact same query on RT 4.02 with postgres and FTS enabled timed out 
after 40 seconds. Even taking attachments into account that seems too much.

Third: there is no separate search dialog for FTS. I am using the simple 
search dialog typing fulltext:searchedword, is it right?

Fourth: I am trying to understand if I should be using any special 
syntax (I read something about it in postgres specific pages). To 
understand what RT is really doing I tried enabling the statement log, 
but I find no trace of my FTS query in it. Is it normal?

Thank you in advance.

Bye
Cris

-- 
Cristiano Guadagnino
Servizio Database Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  TBA