[rt-users] Upload users into RT
Hi all - I've searched around and can't seem to find a streamlined way of uploading users into RT. Perhaps it doesn't exist? We are running 3.8.7. Basically, I'm looking for information on how to be able to create (or upload) all of our student population in RT and give them access to the SelfService portal. Not sure if this is possible through direct interaction with the database with ODBC, or if there is a handy script or not. Any info is appreciated! Oh, and does anybody know where in the database structure it tells RT if the user goes to SelfService or not? I can't seem to find that either... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help with ExternalAuth attributes
Hi all -
I have been able to successfully use LDAP with RT 3.8.7 against our Novell
eDirectory.
I have a couple of lingering problems however, hopefully someone will be
able to help. In our eDirectory, the EmailAddress field is not filled in
for any users at all; but obviously I would like to populate the Email
Address within RT. So here's my problem. The following is code from my
RT_SiteConfig.pm:
# The mapping of RT attributes on to LDAP attributes
'attr_map' = { 'Name' = 'uid',
'EmailAddress' = 'uid',
'RealName' = 'givenName',
This code tells RT which values to take from LDAP and populate into RT. So
for the Name value, I'm populating it with the uid value from LDAP (for
example, my uid is mmcgrath). That's fine for Name, but not for
EmailAddress.
Does anybody know if it's possible to append text to one of the LDAP
attributes? Basically, I'm looking to append @carthage.edu after the uid to
give RT an actual e-mail address.
I think the RT_SiteConfig.pm is written in perl -- of which I am no expert.
I have tried things like:
'EmailAddress' = 'uid'+'@carthage.edu uid%27%2b...@carthage.edu',
'EmailAddress' = 'uid''@carthage.edu uid%27%26%26...@carthage.edu,
'EmailAddress' = 'uid'.'@carthage.edu uid%27@carthage.edu',
and none of them have worked. They either crash RT or just continue to draw
in uid and that is it.
Any suggestions are appreciated!
Thanks!
Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
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[rt-users] Edit the login page
Hi All - Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the login page to be able to tell users to login with their Novell username and password. I also would like to put a link to the Novell password changer on the login screen. Does anybody know where in the file system the login page is? I can't seem to find it. Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Edit the login page
Thank you! I was able to find it in /opt/rt3/share/html/Elements!! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Mar 9, 2010 at 12:51 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Mar 09, 2010 at 01:43:19PM -0500, Jeff Voskamp wrote: On 03/09/2010 01:32 PM, Kevin Falcone wrote: On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote: Hi All - Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the login page to be able to tell users to login with their Novell username and password. I also would like to put a link to the Novell password changer on the login screen. Does anybody know where in the file system the login page is? I can't seem to find it. I suggest running find /opt/rt3/ -name Login The login screen is generated via the autohandler so try -name autohandler. Actually, all the autohandler does is invoke the login element I attempted to point the user to. In a new enough RT, autohandler is only about 14 lines of code. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Copy tickets
Hi All - I'm looking to be able to create a template ticket and have it be copied when support staff are creating an actual ticket. If this is possible, can it copy all of the custom fields and the dependencies or linked tickets? Basically, we are looking for a Quick Ticket function. We are unable to use the built-in one because of the need to have custom fields filled in. Any ways of doing this? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket Templates
Quick Question. I am running RT 3.8.7 on Ubuntu 9.10. Is there anyway to do ticket templates? Basically, looking to have an easy way to create a resolved ticket instantly. In the beginning of the year we constantly have to help students setup wireless for their room. Ideally, we would like to be able to track everyone we help. So, I guess it'd be nice if we could just have a I helped insert name setup wireless on their insert OS insert device type; i.e., I helped Max McGrath setup wireless on their Windows 7 Laptop. I know their is the Quick Ticket function, but that does not seem to work when requiring custom fields to be filled in. Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Use a calendar item as custom field
Hi all- Using RT 3.8.7 on Ubuntu 9.10. Looking do have a Need By custom field for certain queues. Instead of having a user type out a date, is there anyway to use a calendar item, so they could click it and a calendar would pop up giving them clicking abilities to choose a date? Just curious.. Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Remove requestor's e-mail only from 1 queue
Hi all - Running RT 3.8.7 on Ubuntu 9.04. We have a Quick Ticket queue. This queue is only used when patrons walk up or call the information desk. So, what's happening is if I get a call and have to create a ticket for someone else while I'm logged in, the requestor e-mail is set to mine. For this queue, it'd be best if that field was just left blank. I've gone into the file system and found the Create.html page and where this info would come from, but this is universal for all queues. I DO NOT want to get rid of this for any other queue just the Quick Ticket queue. Am I SOL? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Remove requestor's e-mail only from 1 queue
That worked perfectly!
Thank you so much!!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Thu, Apr 22, 2010 at 8:47 AM, Raed El-Hames r...@vialtus.com wrote:
Max:
*
*
Edit Create.html change
td class=value colspan=5
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default =
$ARGS{Requestors} || $session{CurrentUser}-EmailAddress
/td
to
td class=value colspan=5
% if ($QueueObj-Name eq 'Quick Ticket') {
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default =
$ARGS{Requestors}
% } else {
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default =
$ARGS{Requestors} || $session{CurrentUser}-EmailAddress
%}
/td
Roy
Max McGrath wrote:
Hi all -
Running RT 3.8.7 on Ubuntu 9.04.
We have a Quick Ticket queue. This queue is only used when patrons walk
up or call the information desk. So, what's happening is if I get a call
and have to create a ticket for someone else while I'm logged in, the
requestor e-mail is set to mine. For this queue, it'd be best if that field
was just left blank.
I've gone into the file system and found the Create.html page and where
this info would come from, but this is universal for all queues. I DO NOT
want to get rid of this for any other queue just the Quick Ticket queue.
Am I SOL? --
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help adding links to things
Hi all - Running RT 3.8.7 on Ubuntu 9.10. I guess I'm kind of looking for recommendations and/or a how-to. What would be my best option to add links to things (things being our wireless management site, blackboard admin, res hall registration admin web pages, etc...) on the main page of a privileged users login? Should I just straight up add it with HTML on a certain page (which page would that be?) or would making a Dashboard of some kind be a good option? Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help adding links to things
Hi Andy - Thanks for the reply. I made the Links file, edited the RT_SiteConfig.pm file and restarted apache. When I get to the RT-at-a-glance under global config, I can see links in there now. But I add it to both RT at a glance:body AND RT at a glance:summary, but I see nothing on my homepage. Where you say !-- insert some html links here -- I just added one normal link for the time being: a href=http://server.domain.com; target=_blankServer Link/a That's what you meant, right? What am I missing here? Also, can anyone explain the difference between the at a glance:body and at a glance:summary? Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Apr 28, 2010 at 8:26 AM, Andy Harrison aharri...@gmail.com wrote: On Tue, Apr 27, 2010 at 2:48 PM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - Running RT 3.8.7 on Ubuntu 9.10. I guess I'm kind of looking for recommendations and/or a how-to. What would be my best option to add links to things (things being our wireless management site, blackboard admin, res hall registration admin web pages, etc...) on the main page of a privileged users login? Should I just straight up add it with HTML on a certain page (which page would that be?) or would making a Dashboard of some kind be a good option? Here's one way that's pretty simple. Create the file $RTHOME/local/html/Elements/Links --- |/Widgets/TitleBox, title = loc(Links) bLinkage/b !-- insert some html links here -- / %init /%init --- Then edit your $RTHOME/etc/RT_SiteConfig.pm file and add the line: Set( $HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Links)]); Then you can go into Configuration, Global, RT-at-a-glance and you'll see the item Links which you can now add to the homepage for everyone. -- Andy Harrison public key: 0x67518262 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help adding links to things
Okay! I think it's working! That is a perfect solution to what I needed! Thanks! However, I think doing this broke something else. When I try adding QuickSearch to RT at a glance, I get the following error where it should appear. could not find component for path 'QuickSearch' I've checked my RT_SiteConfig.pm and this is where is in there: Set($HomepageComponents, [qw( QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Links)]); So, it's not misspelled or anything... Everything else seems to be working fine when I add it! I'm lost... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Apr 28, 2010 at 10:40 AM, Andy Harrison aharri...@gmail.com wrote: On Wed, Apr 28, 2010 at 11:20 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi Andy - Thanks for the reply. I made the Links file, edited the RT_SiteConfig.pm file and restarted apache. When I get to the RT-at-a-glance under global config, I can see links in there now. But I add it to both RT at a glance:body AND RT at a glance:summary, but I see nothing on my homepage. Where you say !-- insert some html links here -- I just added one normal link for the time being: a href=http://server.domain.com; target=_blankServer Link/a That's what you meant, right? What am I missing here? Also, can anyone explain the difference between the at a glance:body and at a glance:summary? Thanks! Max Yes, that's what I meant. You probably just need to clear your mason cache, restart apache, logout/login. rm -rf $RTHOME/var/mason_data/* The body area is the large area in the middle of the page, the summary area is the medium sized sidebar on the right. -- Andy Harrison public key: 0x67518262 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help adding links to things
Hello again everyone - I have now gone back and commented out the changes I made to RT_SiteConfig.pm. I've cleared my mason cache, restarted apache and have logged out and back in. The problem that I am now experiencing is that any changes I make globally to my *RT at a glance*, is not taking effect. I can add stuff globally and I can see that my changes have been saved -- but back on the actual RT at a glance page itself, the changes that I have made are not shown. I can change my RT at a glance at a user level, and the changes take effect immediately. What might I have done to cause this? Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Apr 28, 2010 at 10:40 AM, Andy Harrison aharri...@gmail.com wrote: On Wed, Apr 28, 2010 at 11:20 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi Andy - Thanks for the reply. I made the Links file, edited the RT_SiteConfig.pm file and restarted apache. When I get to the RT-at-a-glance under global config, I can see links in there now. But I add it to both RT at a glance:body AND RT at a glance:summary, but I see nothing on my homepage. Where you say !-- insert some html links here -- I just added one normal link for the time being: a href=http://server.domain.com; target=_blankServer Link/a That's what you meant, right? What am I missing here? Also, can anyone explain the difference between the at a glance:body and at a glance:summary? Thanks! Max Yes, that's what I meant. You probably just need to clear your mason cache, restart apache, logout/login. rm -rf $RTHOME/var/mason_data/* The body area is the large area in the middle of the page, the summary area is the medium sized sidebar on the right. -- Andy Harrison public key: 0x67518262 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Global Config for RT at a glance not taking effect
Hi all - Sorry to repost this problem, but I'm hoping with a better subject more people will read it! This problem came about because I wanted to be able to add a new Element (I think that's the proper term) on my RT at a glance page full of helpful links for our desk workers (i.e., blackboard, wireless management, directory, res hall registration admin stuff). You can view the original thread here if need be: http://www.gossamer-threads.com/lists/rt/users/93118 http://www.gossamer-threads.com/lists/rt/users/93118With help from some people I was successfully able to get a Links element on the RT at a glance page; that however seemed to break the QuickSearch element. So, I undid everything I did to try to get back to where I started. Now, however, any changes I make in global config for RT at a glance (both summary and body) do not take effect for any users that login. I've cleared the mason data, I've restarted apache, I've rebooted the server, I've cleared my browsers cache, I've tried different machines with different browsers, nothing works. The only good news, I guess, is that when people login, they can go to their individual preferences and make changes to RT at a glance, and those changes take effect. All changes I made in RT_SiteConfig.pm have been commented out, no permissions were changed or anything like that... Can anybody help me? Thanks! (Again...very sorry to repost this...) -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Global Config for RT at a glance not taking effect
Thank you Kenn! But I think I just figured it out! Let me try to explain what was going on... I added the line below to my RT_SiteConfig. Set($HomepageComponents, [qw( QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Links)]); That then gave me the option to add Links (a file I created at $RTHOME/local/html/Elements/Links) to my RT at a glance. The Links element worked fine after that, but my QuickSearch element was now broken. So, while I was logged into the root account and my personal account, I made changes to RT at a glance at the user level for those accounts -- I didn't change it at the Global level yet -- basically I didn't know what I was doing!! Basically, what I'm seeing is, when you edit the RT at a glance at a user level -- that user has Opted Out of the global changes. Once you choose Reset to Default in RT at a glance at the user level (and log out and log in) you then take on the Global changes again! Make sense? I guess I can now go back to my original question and ask how to get helpful links available our HelpDesk users RT at a glance. As I mentioned, how I did was before was perfect(!) except for that it broke the QuickSearch element. Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, Apr 29, 2010 at 1:12 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Max, Sounds like an interesting conundrum. I'll bite. When you say individuals can change their *preferences* and they *DO* take effect? But the Global defaults don't? *OR* are you saying the Global defaults work but when you make *changes to those defaults* they don't take effect? Also, when you say you commented out the changes you made in RT_SiteConfig, there are some settings you DO need, but they just need to be like they were before you added the links part. And one more thing, when you say you made changes to add these links, did you have to create any *local* versions of a *directory/file*? If so, did you make a copy of the original *local* *directory/file* before modifying it? When I make changes for a local file, I always copy the share version over. Then if I make further changes to the local file, I always rename the older one file_old.html (or whatever). That way I always preserve an original set of code. Looking forward to your answers. Kenn LBNL On Thu, Apr 29, 2010 at 10:21 AM, Max McGrath mmcgr...@carthage.eduwrote: Hi all - Sorry to repost this problem, but I'm hoping with a better subject more people will read it! This problem came about because I wanted to be able to add a new Element (I think that's the proper term) on my RT at a glance page full of helpful links for our desk workers (i.e., blackboard, wireless management, directory, res hall registration admin stuff). You can view the original thread here if need be: http://www.gossamer-threads.com/lists/rt/users/93118 http://www.gossamer-threads.com/lists/rt/users/93118With help from some people I was successfully able to get a Links element on the RT at a glance page; that however seemed to break the QuickSearch element. So, I undid everything I did to try to get back to where I started. Now, however, any changes I make in global config for RT at a glance (both summary and body) do not take effect for any users that login. I've cleared the mason data, I've restarted apache, I've rebooted the server, I've cleared my browsers cache, I've tried different machines with different browsers, nothing works. The only good news, I guess, is that when people login, they can go to their individual preferences and make changes to RT at a glance, and those changes take effect. All changes I made in RT_SiteConfig.pm have been commented out, no permissions were changed or anything like that... Can anybody help me? Thanks! (Again...very sorry to repost this...) -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Global Config for RT at a glance not taking effect
Geez Good find Jeff!! Everything is perfect now! Thank you everybody!!! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, Apr 29, 2010 at 1:55 PM, Jeff Voskamp javos...@uwaterloo.ca wrote: On 04/29/2010 02:43 PM, Max McGrath wrote: Thank you Kenn! But I think I just figured it out! Let me try to explain what was going on... I added the line below to my RT_SiteConfig. Set($HomepageComponents, [qw( QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Links)]); That then gave me the option to add Links (a file I created at $RTHOME/local/html/Elements/Links) to my RT at a glance. The Links element worked fine after that, but my QuickSearch element was now broken. So, while I was logged into the root account and my personal account, I made changes to RT at a glance at the user level for those accounts -- I didn't change it at the Global level yet -- basically I didn't know what I was doing!! Basically, what I'm seeing is, when you edit the RT at a glance at a user level -- that user has Opted Out of the global changes. Once you choose Reset to Default in RT at a glance at the user level (and log out and log in) you then take on the Global changes again! Make sense? I guess I can now go back to my original question and ask how to get helpful links available our HelpDesk users RT at a glance. As I mentioned, how I did was before was perfect(!) except for that it broke the QuickSearch element. Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu It's Quicksearch, not QuickSearch. Jeff Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Put LDAP info into Custom Fields of Users
Hi everybody -
Running RT 3.8.7 and using LDAP to authenticate users.
There is this code available to set specific user information from LDAP:
# The mapping of RT attributes on to LDAP attributes
'attr_map'
= { 'Name' = 'uid',
'EmailAddress' = 'mail',
'RealName' = 'givenName',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
I was wondering if there is a way to take LDAP info and put it into a custom
field.
We have a custom field (Carthage ID#) for each user. I'd like to be able to
populate that directly from LDAP. Is that possible?
I guess I could always just populate a field we don't use (something like
the nickname field) with the ID# -- but I'd like to see if this is possible
first.
Thanks!
Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] E-mail reminders to owners of tickets
Hi all - Running RT 3.8.8 on Ubuntu 9.10. We are looking to send daily reminders to owners of tickets. I have found the rt-remind script (at http://www.cs.kent.ac.uk/people/staff/tdb/rt3/). Is this my best bet? I'm not concerned with escalating priority of tickets, so I don't know if this is the right thing to use or not? I guess the best case scenario would be if I have 10 tickets that I own, each night I would get a single e-mail with information regarding all 10 of my open tickets. If that is not possible, it would be acceptable to get 1 e-mail for every ticket I own -- so in this case, I would get 10 individual e-mails. I have also found this thread about rt-remind ( http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582) -- but it is from 2004 and not sure if this is still the best option. I've put the script into my cron.daily and it doesn't seem to do anything. Is there any configuration that needs to be done? Am I on the right track with this script? Or is there any easier way? Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] E-mail reminders to owners of tickets
It looks as though I've gotten the rt-remind script to work. In case other people come across this, this is what I've done. First, I put the script in /rthomedirectroy/lib/RT/ (for me this was /opt/rt3/lib/RT/). I also ran it with the -A option (i.e., ./opt/rt3/lib/RT/rt-remind -A). Now, I'm not sure both of those are necessary, but upon doing both of those, it worked! Users now get one e-mail per queue in which they own tickets! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, Jun 10, 2010 at 2:09 PM, sp...@cclsd.org sp...@cclsd.org wrote: Hi Max, I use a daily dashboard subscription that is emailed to me each morning, apprising me of all open tickets according to the search criteria set in the dashboard. Works pretty well hope this helps Sean On 6/10/2010 11:48 AM, Max McGrath wrote: Hi all - Running RT 3.8.8 on Ubuntu 9.10. We are looking to send daily reminders to owners of tickets. I have found the rt-remind script (at http://www.cs.kent.ac.uk/people/staff/tdb/rt3/). Is this my best bet? I'm not concerned with escalating priority of tickets, so I don't know if this is the right thing to use or not? I guess the best case scenario would be if I have 10 tickets that I own, each night I would get a single e-mail with information regarding all 10 of my open tickets. If that is not possible, it would be acceptable to get 1 e-mail for every ticket I own -- so in this case, I would get 10 individual e-mails. I have also found this thread about rt-remind ( http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582 ) -- but it is from 2004 and not sure if this is still the best option. I've put the script into my cron.daily and it doesn't seem to do anything. Is there any configuration that needs to be done? Am I on the right track with this script? Or is there any easier way? Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Monitor who has logged in
Hi all - We have students that work our help desk and the manager of the desk would like to be able to make sure that students are logging in during their shifts. Is it possible to see who has logged into RT and when they, and from what IP? I thought I had come across a log that had this info, but I can't seem to find it anymore, maybe it doesn't exist and I'm making it up. Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Monitor who has logged in
Okay - I found /var/log/user.log. Is that my best bet? Or is there something simpler for a non-techie to look at? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Mon, Jun 14, 2010 at 9:57 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - We have students that work our help desk and the manager of the desk would like to be able to make sure that students are logging in during their shifts. Is it possible to see who has logged into RT and when they, and from what IP? I thought I had come across a log that had this info, but I can't seem to find it anymore, maybe it doesn't exist and I'm making it up. Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Original Quicksearch file
Hi all -
Running RT 3.8.8 on Ubuntu 9.10.
I was attempting to get the *resolved *status to show up in the Quicksearch
box on the home page -- I had this working in 3.8.7 but it reverted back to
the default way with the upgrade to 3.8.8.
I, however, seemed to have screwed it up majorly and I now get the following
on my home page:
Error during compilation of /opt/rt3/local/html/Elements/Quicksearch: syntax
error at /opt/rt3/local/html/Elements/Quicksearch line 54, near [. syntax
error at /opt/rt3/local/html/Elements/Quicksearch line 58, near }] syntax
error at /opt/rt3/local/html/Elements/Quicksearch line 60, near } } syntax
error at /opt/rt3/local/html/Elements/Quicksearch line 64, near }
So, if someone could either help me get my Quicksearch working with the
resolved status or without the resolved status that'd be great! I just want
it working again! :)
Here is my config of /opt/rt3/local/html/Quicksearch/Elements/Quicksearch:
div class=ticket-overview
|/Widgets/TitleBox, title = loc(Quick search), bodyclass = ,
titleright = loc(Edit), titleright_href =
RT-Config-Get('WebPath').'/Prefs/Quicksearch.html'
/Elements/QueueSummary,
cache = 'quick_search_queues',
queue_filter = sub { $_-CurrentUserHasRight('ShowTicket') !exists
$unwanted-{$_-Name} },
conditions = [. {cond = Status = 'new', name = loc ('new') },
{cond = Status = 'open', name = loc
('open') },
{cond = Status = 'resolved', name = loc
('resolved') }]
/
/div
%INIT
my $unwanted = $session{'CurrentUser'}-UserObj-Preferences('QuickSearch',
{});
my @conditions = ();
foreach ( RT::Queue-ActiveStatusArray ) {
push @conditions, { cond = Status = '$_', name = loc($_) };
}
I have also put the following in my RT_SiteConfig.pm:
Set(@ActiveStatus, qw(
new open resolved));
Am I missing something? Thanks!
Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Original Quicksearch file
Thanks Kenn -
I will look into this again. So if I set this:
Set(@ActiveStatus, qw(
new open resolved));
in my RT_SiteConfig.pm I should only see those three in the Quicksearch?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Wed, Jun 16, 2010 at 10:34 AM, Kenneth Crocker kfcroc...@lbl.gov wrote:
Max,
I may be wrong, but I thought that with 3.8+ all you had to do for
Quicksearh staus values was setin the Active staus in RT_SiteConfig.pm,
which you did. I didn't think anything else needed to be done.
Kenn
LBNL
On Tue, Jun 15, 2010 at 6:45 PM, Max McGrath mmcgr...@carthage.eduwrote:
Hi all -
Running RT 3.8.8 on Ubuntu 9.10.
I was attempting to get the *resolved *status to show up in the
Quicksearch box on the home page -- I had this working in 3.8.7 but it
reverted back to the default way with the upgrade to 3.8.8.
I, however, seemed to have screwed it up majorly and I now get the
following on my home page:
Error during compilation of /opt/rt3/local/html/Elements/Quicksearch:
syntax error at /opt/rt3/local/html/Elements/Quicksearch line 54, near [.
syntax error at /opt/rt3/local/html/Elements/Quicksearch line 58, near }]
syntax error at /opt/rt3/local/html/Elements/Quicksearch line 60, near } }
syntax error at /opt/rt3/local/html/Elements/Quicksearch line 64, near }
So, if someone could either help me get my Quicksearch working with the
resolved status or without the resolved status that'd be great! I just want
it working again! :)
Here is my config of /opt/rt3/local/html/Quicksearch/Elements/Quicksearch:
div class=ticket-overview
|/Widgets/TitleBox, title = loc(Quick search), bodyclass = ,
titleright = loc(Edit), titleright_href =
RT-Config-Get('WebPath').'/Prefs/Quicksearch.html'
/Elements/QueueSummary,
cache = 'quick_search_queues',
queue_filter = sub { $_-CurrentUserHasRight('ShowTicket') !exists
$unwanted-{$_-Name} },
conditions = [. {cond = Status = 'new', name = loc ('new') },
{cond = Status = 'open', name = loc
('open') },
{cond = Status = 'resolved', name = loc
('resolved') }]
/
/div
%INIT
my $unwanted =
$session{'CurrentUser'}-UserObj-Preferences('QuickSearch', {});
my @conditions = ();
foreach ( RT::Queue-ActiveStatusArray ) {
push @conditions, { cond = Status = '$_', name = loc($_) };
}
I have also put the following in my RT_SiteConfig.pm:
Set(@ActiveStatus, qw(
new open resolved));
Am I missing something? Thanks!
Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Users not created up e-mail submission
Hi all - Running RT 3.8.8 on Ubuntu 9.10 -- recently upgraded from 3.8.7. In 3.8.7 I had the AutogeneratedPassword working for new users who submitted tickets via E-mail (link below) http://wiki.bestpractical.com/view/AutogeneratedPassword but now in 3.8.8 it no longer works. In /var/log/messages I see the following error when a new user submits a ticket via e-mail: *Jun 18 08:54:17 help RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: j...@carthage.edu, Name: j...@carthage.edu, Password: , Privileged: 0, RealName: Jen McGrath (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) * *Jun 18 08:54:18 help RT: Couldn't load user 'j...@carthage.edu'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947)* * * I'm not sure what I'm missing or what got screwed up with the upgrade -- hopefully it's something easy. Anybody have any ideas? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Status menu has two resolved selections
Yes, it is still in InactiveStatus. How would I go about removing it. Also, why not put resolved in ActiveStatus. That's what I found to do when I searched all of the mailing lists... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, Jul 15, 2010 at 12:32 PM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Jul 15, 2010 at 12:24:57PM -0500, Max McGrath wrote: Hi all - I've attached a screenshot of what I'm experiencing -- so hopefully the list allows image attachments. Basically, when I go into a ticket and want to choose a status, resolved shows up twice. Not causing any issues (that I know of) -- it was just brought to my attention and I would like to fix it if possible. The only thing I can think of is I put this in my RT_SiteConfig.pm: Set(@ActiveStatus, qw( new open resolved)); in order to have only New, Open, and Resolved tickets show up in the Quick Search box. Would that be the cause? Go look at Configuration - Tools - System Configuration I bet resolved is still in InactiveStatus I can't actually recommend adding resolved to ActiveStatus just to change the behavior of Quick Search, but if you're going to do it, you should be consistent. -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
I have replicated the Page Not Found on the top. I pulled from CPAN. Also, I've noticed the SelfService pages do not have a mobile interface. Is this correct? Or did I mess something up? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 10:14 AM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 11:41:08AM +0100, Howard Jones wrote: On 05/08/2010 22:08, Jesse Vincent wrote: We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Small documentation note: Above and beyond the modules needed for RT itself, I needed to install Module::Install, Module::Install::RTx and Module::Install::Readme to get Makefile.PL to run. I've never done module packaging, but I thought you could specify this in the Makefile.PL itself somehow? Did you pull from github or from cpan? The version on CPAN has that stuff baked in. The UI itself looks nice though :-) The main menu has a 'Page Not Found' message at the top for some reason, but it's quite usable - iPhone 3G/3.1, RT 3.8.8 I'm having trouble replicating the Page not found issue. Howie -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Ok, stupid question. How do I go about getting the latest one from CPAN? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 11:45 AM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 05:44:40PM +0100, Jim Tambling wrote: Installed from cpan (0.90) on to 3.8.8. Works fine on T-Mobile branded Symbian 60 browser apart from seeing the Page not found message at the top of the page. Other than that, great extension! My field engineers will love it. 0.92 should fix that issue. I've pushed it to cpan already. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Thanks Jesse. I downloaded it and did the following: # perl Makefile.PL # make # make install then i restarted apache. This is what I get: This webpage has a redirect loop. The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer. Seems like an extra / gets added before the m. I try taking it out but it does the same thing. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 12:35 PM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 12:35:53PM -0500, Max McGrath wrote: Ok, stupid question. How do I go about getting the latest one from CPAN? https://pause.perl.org/incoming/ is the secret-ninja location for brand-new stuff. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Yup, that worked! And Page not found is gone! Awesome! Here's my config... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 12:44 PM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 12:43:10PM -0500, Max McGrath wrote: Thanks Jesse. I downloaded it and did the following: # perl Makefile.PL # make # make install then i restarted apache. This is what I get: This webpage has a redirect loop. The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer. Ok. If you go to /m/index.html, does it work right? And can you send along your apache configuration? VirtualHost *:80 ServerName rt.carthage.edu ServerAdmin m...@carthage.edu # config for your main content DocumentRoot /var/www Directory /var/www # here and in other places goes config # of your main host /Directory # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all /Directory PerlRequire /opt/rt3/bin/webmux.pl Location /rt/ AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
No, but maybe I put it in the wrong place: VirtualHost *:80 ServerName rt.carthage.edu ServerAdmin m...@carthage.edu # config for your main content DocumentRoot /var/www Directory /var/www # here and in other places goes config # of your main host /Directory # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all *Options indexes* *DirectoryIndex index.html* /Directory PerlRequire /opt/rt3/bin/webmux.pl Location /rt/ AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 12:51 PM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 12:50:20PM -0500, Max McGrath wrote: Yup, that worked! Ok. If you add Options indexes DirectoryIndex index.html to the RT directory's configuration in apache, does going to /m/ work? And Page not found is gone! Awesome! Here's my config... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 12:44 PM, Jesse Vincent je...@bestpractical.com wrote: On Fri, Aug 06, 2010 at 12:43:10PM -0500, Max McGrath wrote: Thanks Jesse. I downloaded it and did the following: # perl Makefile.PL # make # make install then i restarted apache. This is what I get: This webpage has a redirect loop. The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer. Ok. If you go to /m/index.html, does it work right? And can you send along your apache configuration? VirtualHost *:80 ServerName rt.carthage.edu ServerAdmin m...@carthage.edu # config for your main content DocumentRoot /var/www Directory /var/www # here and in other places goes config # of your main host /Directory # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all /Directory PerlRequire /opt/rt3/bin/webmux.pl Location /rt/ AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Where is HTML code for Create.html?
Hi all - Looking to try something on my system -- let me explain. We have a knowledge base (purchased from Interspire) that have tons and tons of articles in to help our users answer their own questions. This knowledge base has something known as Active Response System (ARS). Basically a system that actively scans a text area for keywords and will dynamically show a list of articles it thinks pertains to your typing. What it requires is the following in the head section of the page: script type=text/javascriptvar akbPath = '[PATH_TO_KB]';/script script type=text/javascript src=[PATH_TO_KB]/javascript/ars.js/script link rel=stylesheet type=text/css href=[PATH_TO_KB]/templates/Classic/Styles.css And the following for the text area: textarea name=Message id=Message class=Field300 rows=8 onkeyup=ARS(this.id);/textarea div id=SearchResults/div I'm hoping I'll be able utilize this for the Describe the issue below text area in RT -- both for privileged and unprivileged people. I just can't seem to find where the HTML is held (or generated) for the Create.html page. Any suggestions? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where is HTML code for Create.html?
Thanks Garry -
I was able to find everything I asked for!
New question:
How/where would I fit:
textarea name=Message id=Message class=Field300 rows=8
onkeyup=ARS(this.id);/textarea
div id=SearchResults/div
into the actual RT code:
tr
td colspan=6
|/lDescribe the issue below/:br /
% $m-callback( %ARGS, QueueObj = $QueueObj, CallbackName =
'BeforeMessageBox' );
% if (exists $ARGS{Content}) {
/Elements/MessageBox, Default = $ARGS{Content}, IncludeSignature = 0
% } else {
/Elements/MessageBox, QuoteTransaction = $QuoteTransaction
%}
% $m-callback( %ARGS, QueueObj = $QueueObj, CallbackName =
'AfterMessageBox' );
br /
/td
/tr
I want to keep the page exactly the same, and not mess up anything with any
database interaction -- but I'd love to have this ARS from
the knowledge base pop up!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Fri, Aug 13, 2010 at 2:48 AM, G.Booth g.bo...@lboro.ac.uk wrote:
Hi Max
The html is held in several areas
You will need to copy /opt/rt3/share/html/Elements/header to
/opt/rt3/local/html/Elements/ for the header section
and
/opt/rt3/share/html/Ticket/Create.html to /opt/rt3/local/html/Ticket for
the body.
Hi Max
Just to add, the Header file is used by more than just Create.html. If you
want your modifcations to only appear in Create.html and not in say
Modify.html, change the name of the Header file in
/opt/rt3/local/html/Elements to HeaderCreate (or whatever you fancy) and
then modify your local Create.html so the first line of code (afer the Best
Practical blurb):
/Elements/Header,
now reads
/Elements/HeaderCreate,
regards
Garry
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] Where to change the Error box on Login page
Hi all - Running RT 3.8.8 on Ubuntu. Trying to figure out where to change the red/pink error box that pops up on the Login page upon a failed login. I've looked at the Login page code and from what I see it looks like it's coming from Widgets/TitleBox -- but I am unable to find it there. Can anybody lend a hand? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Change Update Type default
Hi all - Looking for a way to change the default on Update.html. Currently it is set to *Comments (Not sent to requestors)* but I'd like the default to be *Reply to requestors*. I found the code in Update.html and I reversed the two options, but that just changes the positioning within the drop down box. I'd like reply to be there by default so we don't have to use the drop down box. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Change Update Type default
thanks Kevin. When abouts can we expect 3.8.9? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Aug 25, 2010 at 10:22 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Aug 25, 2010 at 10:17:47AM -0500, Max McGrath wrote: Hi all - Looking for a way to change the default on Update.html. Currently it is set to Comments (Not sent to requestors) but I'd like the default to be Reply to requestors. I found the code in Update.html and I reversed the two options, but that just changes the positioning within the drop down box. I'd like reply to be there by default so we don't have to use the drop down box. The easiest thing is to pull the patch from 3.8-trunk that adds a user/global preference, or wait for 3.8.9 -kevin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where to change the Error box on Login page
Just asking again if anyone can point me in the right direction to changing the pink/red error box that pops up upon a failed login on the Login page. I'd like to change it from Your username or password is incorrect to something else with more instructions. Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Aug 24, 2010 at 2:43 PM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - Running RT 3.8.8 on Ubuntu. Trying to figure out where to change the red/pink error box that pops up on the Login page upon a failed login. I've looked at the Login page code and from what I see it looks like it's coming from Widgets/TitleBox -- but I am unable to find it there. Can anybody lend a hand? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Change Update Type default
Hi Kevin, I'm not sure what you mean by pull the patch from 3.8-trunk. Where can I do that? CPAN, or the wiki or something? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Aug 25, 2010 at 10:22 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Aug 25, 2010 at 10:17:47AM -0500, Max McGrath wrote: Hi all - Looking for a way to change the default on Update.html. Currently it is set to Comments (Not sent to requestors) but I'd like the default to be Reply to requestors. I found the code in Update.html and I reversed the two options, but that just changes the positioning within the drop down box. I'd like reply to be there by default so we don't have to use the drop down box. The easiest thing is to pull the patch from 3.8-trunk that adds a user/global preference, or wait for 3.8.9 -kevin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
I seem to be having issues on my Blackberry with the MobileUI. Here's what I have: RT 3.8.8 on Ubuntu 10.04 and MobileUI 0.96. Blackberry Curve Blackberry 8530 v5.0.0.654 (Bundle 1108, Platform 4.2.0.298) If I tell the browser to go directly to the MobileUI it works -- but it does not auto detect it and just brings me to the normal login page... Am I missing something simple? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, Aug 5, 2010 at 4:08 PM, Jesse Vincent je...@bestpractical.comwrote: Over the past few weeks, I've been spending my time putting together an initial implementation of a modern phone-friendly interface for RT. We've just published the source code to http://github.com/bestpractical/rt-extension-mobileui and it will show up at http://search.cpan.org/dist/RT-Extension-MobileUI in the very near future. This is very much an initial release and I know there are things that need improvement, though I'd greatly appreciate feedback to help figure out what those improvements should be. We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Once you install the extension, you can have a look around from your desktop browser by visiting /m on your RT server. The Mobile UI tries pretty hard to detect mobile browsers and push them to the mobile login page, though there's a link to get back to the full UI if it gets your browser wrong. Right now, the mobile interface supports: External Authentication Regular RT Login Creating Tickets Search (using the same Simple Search as the main UI) Display of saved searches Ticket display Ticket comment/reply Ticket history Attachment download You can see some screenshots at http://blog.bestpractical.com/ -Jesse -- ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Concatenate two LDAP fields into one RT field
Hi All -
In a bit of a bind here. External authentication is working fine -- we are
a Novell shop. Right now we have the givenName field which holds a users
first name, and the sn field which holds the users last name. RT has the
RealName field which I would like to populate with both givenName and sn so
I can have the users full name.
Right now we basically have the LDAP uid (first initial last name) field
populating a lot of the RT fields...so, we don't really know the first name
of users -- which kind of sucks.
Here is the code from my RT_SiteConfig.pm:
'attr_match_list' = ['Name',
'EmailAddress',
'RealName',
],
# The mapping of RT attributes on to LDAP attributes
'attr_map' = { 'Name' = 'uid',
'RealName' = 'uid',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'NickName' = 'carthageNameID',
}
Is there anything within the RT_SiteConfig file I could do to get a First
Name Last Name population in the RealName field?
Thanks!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] How to get rid of a disabled queue.
Hi all - Runing RT 3.8.8 on Ubuntu. I've been having some quirky search results but I figured out the meat of the problem, which brings me to a new question. We've been having some weird search results on blackboard, because when people did searches for blackboard it turns out it was searching within the Blackboard Queue -- which we decided we didn't need anymore, so it's been disabled. Hence, no tickets were turning up upon searches for blackboard. My question is now, how do I delete (or shred?) a disabled queue? I can't seem to figure it out. What is my best option? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] How to get rid of a disabled queue.
Figured it out. I was trying to use the queue name -- I had to use the queue ID number. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Sun, Sep 19, 2010 at 9:19 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - Runing RT 3.8.8 on Ubuntu. I've been having some quirky search results but I figured out the meat of the problem, which brings me to a new question. We've been having some weird search results on blackboard, because when people did searches for blackboard it turns out it was searching within the Blackboard Queue -- which we decided we didn't need anymore, so it's been disabled. Hence, no tickets were turning up upon searches for blackboard. My question is now, how do I delete (or shred?) a disabled queue? I can't seem to figure it out. What is my best option? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Change RTFM
Hi All - Looking to change the RTFM acronym to FAQ. I found the following article: http://wiki.bestpractical.com/view/RenameRTFM http://wiki.bestpractical.com/view/RenameRTFMbut don't quite know how to go about executing it. We are running RT 3.8.8 on Ubuntu 10.04. Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Use RTFM as Canned Replies
Hi All - I'm looking to use RTFM for Canned Replies. I've already gotten it installed and working, but I'd like to tweak it a bit. First, how can I rename RTFM to FAQ (or even Canned replies). My supervisor isn't a big fan of RTFM (yes, we all know it stands for RT FAQ Manager, but others may know it as Read The Fing Manual!). I've attempted to follow this: http://wiki.bestpractical.com/view/RenameRTFM but have had no luck. Also, how can I disallow an unprivileged user to search for articles -- since I don't want to use it for articles, I'm looking to use it for canned responses! Thanks for any help! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Use RTFM as Canned Replies
Thanks Kevin - Could you maybe give me a little detail on the custom .po file. I did find this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki -- but wasn't sure how to implement it. So...I just went to /opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM with FAQ -- but that didn't seem to work. I still see RTFM on the left hand side bar. I did figure out the permissions thing already -- I found RTFM had its own set of permissions. Thanks again! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone falc...@bestpractical.comwrote: On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote: First, how can I rename RTFM to FAQ (or even Canned replies). My supervisor isn't a big fan of Using a custom .po file is probably easiest. Also, how can I disallow an unprivileged user to search for articles -- since I don't want to use it for articles, I'm looking to use it for canned responses! Don't grant Unprivileged ShowArticle globally -kevin
Re: [rt-users] Use RTFM as Canned Replies
Hi Gary - I'd be interested only if it didn't take more than 30 minutes of your time. It's not a big thing -- just something I started looking into and would implement if it were easy to do. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Oct 26, 2010 at 6:16 PM, Gary Greene ggre...@minervanetworks.comwrote: Personally, I patched the code to do it (not too easy as it is spread throughout the extensions codebase) I can try to generate a diff if you’d like in the next day or two... On 26/10/10 4:09 PM, Max McGrath mmcgr...@carthage.edu wrote: Thanks Kevin - Could you maybe give me a little detail on the custom .po file. I did find this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki -- but wasn't sure how to implement it. So...I just went to /opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM with FAQ -- but that didn't seem to work. I still see RTFM on the left hand side bar. I did figure out the permissions thing already -- I found RTFM had its own set of permissions. Thanks again! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone falc...@bestpractical.com wrote: On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote: First, how can I rename RTFM to FAQ (or even Canned replies). My supervisor isn't a big fan of Using a custom .po file is probably easiest. Also, how can I disallow an unprivileged user to search for articles -- since I don't want to use it for articles, I'm looking to use it for canned responses! Don't grant Unprivileged ShowArticle globally -kevin -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239
[rt-users] RTFM Issues
HI all - I'm running RT 3.8.8 on Ubuntu 10.04. When working in RTFM and trying to apply a custom field to certain topics, I get the following: could not find component for path '/Elements/RT__FM__ClassCollection/ColumnMap' I'm not exactly sure what that means, or how to fix it. Any suggestions? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] RTFM Issues
Thank you ! That fixed it! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Nov 30, 2010 at 8:53 AM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Nov 30, 2010 at 08:31:02AM -0600, Max McGrath wrote: HI all - I'm running RT 3.8.8 on Ubuntu 10.04. When working in RTFM and trying to apply a custom field to certain topics, I get the following: could not find component for path '/Elements/RT__FM__ClassCollection/ColumnMap' I'm not exactly sure what that means, or how to fix it. Any suggestions? Try RTFM 2.4.3rc1, it resolves this and one other 3.8.8 issue -kevin
Re: [rt-users] RTFM 2.4.3rc1 question
Just a normal line break. No HTML whatsoever. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Dec 14, 2010 at 1:48 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Dec 14, 2010 at 12:43:37PM -0600, Max McGrath wrote: Kevin - The one in question I call Content and it is a Fill in one text area. Do you have literal HTML in the Content CF or is it just normal line breaks? -kevin
Re: [rt-users] RTFM 2.4.3rc1 question
Kevin - I don't quite know what file to check for this config? Could you point me in the right direction? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Dec 14, 2010 at 3:09 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Dec 14, 2010 at 02:39:36PM -0600, Max McGrath wrote: Good idea Kevin. I've attached two screenshots. 1) Me modifying the article 2) Me using the article to reply. That smells like the JavaScript for the rich text editor is running, but you don't appear to have the RichText editor on. Can you check your config setting for that? -kevin
Re: [rt-users] RTFM 2.4.3rc1 question
I found this in my System Configuration: MessageBoxRichText 1 core config That's all I could really find about RichText. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Dec 14, 2010 at 3:17 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Dec 14, 2010 at 03:11:31PM -0600, Max McGrath wrote: I don't quite know what file to check for this config? Could you point me in the right direction? You can look at your Preferences or RT_SiteConfig Probably best to check both. -kevin
Re: [rt-users] RTFM 2.4.3rc1 question
Kevin, I don't believe I am doing anything to disable it. I've tried 4 different browsers (IE, Firefox, Chrome, Safari) and different machines. Still seeing the same thing. It's not a huge issue -- just thought there may be a quick fix out there. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Dec 15, 2010 at 8:29 AM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Dec 14, 2010 at 03:28:26PM -0600, Max McGrath wrote: I found this in my System Configuration: MessageBoxRichText 1 core config That implies it is turned on, yet your screenshot doesn't show it. Are you doing anything interesting in your browser to disable it? -keivn
Re: [rt-users] RTFM 2.4.3rc1 question
It looks fine now after turning WYSIWIG off. Good suggestion. Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, Dec 16, 2010 at 12:59 PM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Dec 16, 2010 at 12:39:06PM -0600, Max McGrath wrote: I don't believe I am doing anything to disable it. I've tried 4 different browsers (IE, Firefox, Chrome, Safari) and different machines. Still seeing the same thing. If you go to your Preferences and turn it off WYSIWYG message composer does it still happen? -kevin
Re: [rt-users] Backing up RT
*I run a nightly dump as root: mysqldump --opt rt3 -u root -p rt3.sql (assuming the root user can perform that dump) Then scp the file to another system. Since the rest of the system doesn't change much, I don't bother with much of anything else. I have a snapshot of the whole system (my RTs are VMs under VirtualBox, so they're easy to backup (single file)).* * * This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. Should I be stopping mysql or anything before doing the mysqldump? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Jan 4, 2011 at 4:56 PM, Joseph Spenner joseph85...@yahoo.comwrote: --- On Tue, 1/4/11, Andy Graybeal andy.grayb...@casanueva.com wrote: Greetings, I need a recommendation for backing up RT. I am planning on using a cron job to run mysqldump to dump the db, then rsync the db and /etc/ conf files to a host that runs a backup job every night to tape. What do you guys do? I run a nightly dump as root: mysqldump --opt rt3 -u root -p rt3.sql (assuming the root user can perform that dump) Then scp the file to another system. Since the rest of the system doesn't change much, I don't bother with much of anything else. I have a snapshot of the whole system (my RTs are VMs under VirtualBox, so they're easy to backup (single file)).
Re: [rt-users] Backing up RT
I just figured in the case of a crash or any data loss, it'd be nice to have only lost an hour or less worth of tickets! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Jan 5, 2011 at 6:45 AM, Andy Graybeal andy.grayb...@casanueva.comwrote: This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. Should I be stopping mysql or anything before doing the mysqldump? -- Max, What made you do hourly dumps? I'm thinking now instead of nightly, I should be doing hourly dumps like you. -Andy
Re: [rt-users] Backing up RT
I forgot to mention, I also backup a few other files/folder critical to RT: ## # BACKUP DATABASES # ## mysqldump -u root rt3 rt3_backup.sql mysqldump -u root mysql mysql_backup.sql #mysqldump -u root information_schema information_schema_backup.sql ## # COPY OTHER FILES/FOLDERS # ## cp /etc/aliases /opt/rt3/lib/RT/rt-backup/ cp /etc/apache2/httpd.conf /opt/rt3/lib/RT/rt-backup/ cp /opt/rt3/etc/RT_SiteConfig.pm /opt/rt3/lib/RT/rt-backup/ cp -r /opt/rt3/local/ /opt/rt3/lib/RT/rt-backup/ This way I have a copy of my e-mail addresses for my queues, my apache config, my SiteConfig, and my whole local folder -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Jan 5, 2011 at 6:45 AM, Andy Graybeal andy.grayb...@casanueva.comwrote: This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. Should I be stopping mysql or anything before doing the mysqldump? -- Max, What made you do hourly dumps? I'm thinking now instead of nightly, I should be doing hourly dumps like you. -Andy
Re: [rt-users] Fresh Install of RT-4.0.0rc4
Forgot to mention I am by no means an Apache expert -- I actually know very little about it! :) -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Feb 1, 2011 at 10:02 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi All - I'm trying a fresh install of RT4 on Ubuntu 10.04. Right now I am getting to a page that says this: You're almost there!You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to run the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need commercial support, please contact us at sa...@bestpractical.com. That is with an httpd.conf config of: VirtualHost *:80 ServerName xxx.carthage.edu ServerAdmin mmcgr...@carthage.edu #config for your main content DocumentRoot /var/www Directory /var/www #here and in other places goes config #of your main host /Directory Alias /rt/ /opt/rt4/share/html/ Directory /opt/rt4/share/html/ Order allow,deny Allow from all /Directory #PerlRequire /opt/rt3/bin/webmux.pl #Location /rt/ #AddDefaultCharset UTF-8 #SetHandler perl-script #PerlHandler RT::Mason #/Location /VirtualHost If I change my httpd.conf to something referenced in web_deployment.pod such as: IfModule !mpm_netware_module IfModule !mpm_winnt_module #User rt #Group www /IfModule /IfModule VirtualHost rt.example.com ServerRoot /usr ServerAdmin root@localhost LoadModule authz_host_module modules/mod_authz_host.so LoadModule env_module modules/mod_env.so LoadModule alias_module modules/mod_alias.so LoadModule perl_module modules/mod_perl.so # optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm RedirectMatch permanent (.*)/$ $1/index.html DocumentRoot /opt/rt4/share/html Directory /opt/rt4/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Directory Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost My RT site doesn't run at all! I have libapache2-mod-perl2 installed. Not sure what to do now. Any help is appreciated! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Fresh Install of RT-4.0.0rc4
Hi All - I'm trying a fresh install of RT4 on Ubuntu 10.04. Right now I am getting to a page that says this: You're almost there!You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to run the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need commercial support, please contact us at sa...@bestpractical.com. That is with an httpd.conf config of: VirtualHost *:80 ServerName xxx.carthage.edu ServerAdmin mmcgr...@carthage.edu #config for your main content DocumentRoot /var/www Directory /var/www #here and in other places goes config #of your main host /Directory Alias /rt/ /opt/rt4/share/html/ Directory /opt/rt4/share/html/ Order allow,deny Allow from all /Directory #PerlRequire /opt/rt3/bin/webmux.pl #Location /rt/ #AddDefaultCharset UTF-8 #SetHandler perl-script #PerlHandler RT::Mason #/Location /VirtualHost If I change my httpd.conf to something referenced in web_deployment.pod such as: IfModule !mpm_netware_module IfModule !mpm_winnt_module #User rt #Group www /IfModule /IfModule VirtualHost rt.example.com ServerRoot /usr ServerAdmin root@localhost LoadModule authz_host_module modules/mod_authz_host.so LoadModule env_module modules/mod_env.so LoadModule alias_module modules/mod_alias.so LoadModule perl_module modules/mod_perl.so # optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm RedirectMatch permanent (.*)/$ $1/index.html DocumentRoot /opt/rt4/share/html Directory /opt/rt4/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Directory Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost My RT site doesn't run at all! I have libapache2-mod-perl2 installed. Not sure what to do now. Any help is appreciated! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Fresh Install of RT-4.0.0rc4
Thanks for the reply Kevin. I get Not Found. The requested URL/rt/ was not found on this web server. in Firefox. And Oops! This Link appears to be broken! in Chrome. It's not even an RT error at that point, so something gets seriously broken with whatever I am doing! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Feb 8, 2011 at 2:51 PM, Kevin Falcone falc...@bestpractical.comwrote: If I change my httpd.conf to something referenced in web_deployment.pod such as: IfModule !mpm_netware_module IfModule !mpm_winnt_module #User rt #Group www /IfModule /IfModule VirtualHost rt.example.com ServerRoot /usr ServerAdmin root@localhost LoadModule authz_host_module modules/mod_authz_host.so LoadModule env_module modules/mod_env.so LoadModule alias_module modules/mod_alias.so LoadModule perl_module modules/mod_perl.so # optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm RedirectMatch permanent (.*)/$ $1/index.html DocumentRoot /opt/rt4/share/html Directory /opt/rt4/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Directory Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost My RT site doesn't run at all! I have libapache2-mod-perl2 installed. What errors do you get? The mod_perl doc may want some of the cleanups I added to the fastcgi section -kevin
Re: [rt-users] Fresh Install of RT-4.0.0rc4
You are correct! See...I told you I'm not good with Apache! Anyways...when I go straight to my web server I get: It works! This is the default web page for this server. The web server software is running but no content has been added, yet. So, what do I need to do in my apache config to point it to wherever RT should be running? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Feb 8, 2011 at 3:34 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Feb 08, 2011 at 02:55:01PM -0600, Max McGrath wrote: Thanks for the reply Kevin. I get Not Found. The requested URL/rt/ was not found on this web server. in Firefox. And Oops! This Link appears to be broken! in Chrome. It's not even an RT error at that point, so something gets seriously broken with whatever I am I don't see anything in your config which would make /rt work On Tue, Feb 8, 2011 at 2:51 PM, Kevin Falcone [2] falc...@bestpractical.com wrote: If I change my httpd.conf to something referenced in web_deployment.pod such as: IfModule !mpm_netware_module IfModule !mpm_winnt_module #User rt #Group www /IfModule /IfModule VirtualHost [3]rt.example.com ServerRoot /usr ServerAdmin root@localhost LoadModule authz_host_module modules/mod_authz_host.so LoadModule env_module modules/mod_env.so LoadModule alias_module modules/mod_alias.so LoadModule perl_module modules/mod_perl.so # optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm RedirectMatch permanent (.*)/$ $1/index.html DocumentRoot /opt/rt4/share/html Directory /opt/rt4/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Directory Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost My RT site doesn't run at all! I have libapache2-mod-perl2 installed. What errors do you get? The mod_perl doc may want some of the cleanups I added to the fastcgi section -kevin References Visible links 1. mailto:mmcgr...@carthage.edu 2. mailto:falc...@bestpractical.com 3. http://rt.example.com/
[rt-users] Tracking how tickets are created
Hello - We are using RT 3.8.8 on Ubuntu 10.04. We are looking for a simple way to track how our tickets are being created. Right now tickets get created in any number of way: - User e-mails problem directly to RT - User calls the Help Desk and we enter a ticket on their behalf - User uses RT web interface to create ticket themselves We would like to be able to easily track that and look at the end of the month and say Oh, 300 tickets were created through the web interface, but only 100 were done via e-mail. Does anybody have any strategies for this? Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Separating Custom Fields
Hi All - Not sure if the subject really explains what I am looking to do. We want to be able to have custom fields that a user would fill out when submitting a ticket, but then have a separate section of other custom fields reserved as For Office Use Only. I was thinking of trying to customize the Create.html page to incorporate a line with For Office Use Only printed above it, then having the other custom fields. I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and EditTransactionCustomFields but not sure how I would logically separate the CFs we want above the line and below the line. Does this make sense? Is there a better way to do this or any recommendations anyone can suggest to me? Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Separating Custom Fields
Kevin - Thank God for mailing lists! This is a much simpler solution than what I was thinking of... However, I've gone to Configuration -- Custom Fields -- MyCF -- Group Rights and have given ModifyCustomField and SeeCustomField only to the group that our staff are members of. I login to RT as a different user (who is not part our staff group) and am able to choose a value for my CF and submit the ticket. Am I setting permissions in the wrong area? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Apr 13, 2011 at 1:43 PM, Max McGrath mmcgr...@carthage.edu wrote: Hi All - Not sure if the subject really explains what I am looking to do. We want to be able to have custom fields that a user would fill out when submitting a ticket, but then have a separate section of other custom fields reserved as For Office Use Only. I was thinking of trying to customize the Create.html page to incorporate a line with For Office Use Only printed above it, then having the other custom fields. I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and EditTransactionCustomFields but not sure how I would logically separate the CFs we want above the line and below the line. Does this make sense? Is there a better way to do this or any recommendations anyone can suggest to me? Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Separating Custom Fields
Thanks Kenn - I actually just figured this out 2 minutes before you sent this. I had given groups ModifyCustomField and SeeCustomField at the Queue level. I had to revoke it there and manage them at the CF level. Thanks guys! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Apr 13, 2011 at 3:40 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Max, You can set rights for Custom Fields either by group/*regardless of Queue*OR by group *within a specific Queue*. We have some CF's that I update within scrips and I don't let ANYONE SEE or Modify them (except me as the superuser). I have some CF's that are only seen/modified by user-defined groups that are allowed to own tickets, etc. You have to do what works best for you. Kenn LBNL On Wed, Apr 13, 2011 at 12:09 PM, Max McGrath mmcgr...@carthage.eduwrote: Kevin - Thank God for mailing lists! This is a much simpler solution than what I was thinking of... However, I've gone to Configuration -- Custom Fields -- MyCF -- Group Rights and have given ModifyCustomField and SeeCustomField only to the group that our staff are members of. I login to RT as a different user (who is not part our staff group) and am able to choose a value for my CF and submit the ticket. Am I setting permissions in the wrong area? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Apr 13, 2011 at 1:43 PM, Max McGrath mmcgr...@carthage.eduwrote: Hi All - Not sure if the subject really explains what I am looking to do. We want to be able to have custom fields that a user would fill out when submitting a ticket, but then have a separate section of other custom fields reserved as For Office Use Only. I was thinking of trying to customize the Create.html page to incorporate a line with For Office Use Only printed above it, then having the other custom fields. I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and EditTransactionCustomFields but not sure how I would logically separate the CFs we want above the line and below the line. Does this make sense? Is there a better way to do this or any recommendations anyone can suggest to me? Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Restore 3.8.8 DB to 4.0.1
Hi all - I have an RT 3.8.8 install we've been using for quite some time (the DB is 200MB) and I also have a fresh 4.0.1 installation. Are there any reasons why I can't (or shouldn't) take a backup of my 3.8.8 database and restore it to my 4.0.1 installation? Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Fix e-mails in RTx::EmailCompletion
Hi All - I have installed and been using RTx::EmailCompletion for quite sometime now. One problem is; people can, and do, incorrectly enter e-mail addresses. Is there a way to go through and remove all the mis-spelling/typos of all e-mail addresses? Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011
Re: [rt-users] Fix e-mails in RTx::EmailCompletion
Perfect! Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Mon, Aug 29, 2011 at 2:43 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Aug 29, 2011 at 02:32:54PM -0500, Max McGrath wrote: I have installed and been using RTx::EmailCompletion for quite sometime now. One problem is; people can, and do, incorrectly enter e-mail addresses. Is there a way to go through and remove all the mis-spelling/typos of all e-mail addresses? Configuration - Users and search for the email addresses and then disable those users. Or fix the email addresses if the correct one does not exist in the system. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011
[rt-users] No drop-down for Articles in 4.0.5
We just upgraded our test environment from 3.8.8 to 4.0.5. In 3.8.8, when you resolved (or replied to, etc...) a ticket, we had the *Select an Article to include* drop-down option that would use an Article from RTFM and drop them right in the ticket. In 4.0.5, I am not seeing this option. When I'm resolving a ticket, I see the *Search for Articles matching* and *Include Article:* options (which I'm not exactly sure how to use either...), but no drop-downs. In each Article class I have checked the *All Articles in this class should be listed in a drop-down of the ticket reply page* option, but I am not seeing them. I've checked in IE, Firefox and Chrome -- but no dropdown. Am I missing something? I've checked the permissions -- I don't believe they are the cause. Thanks! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Problems after upgrade from 3.8.8 to 4.0.6
Hi All - Just upgraded from 3.8.8 to 4.0.6 this morning. Was kind of a tough upgrade so I ended up doing a lot of different things during the upgrade and I confused myself. The problem I have now is that I'm not entirely sure where RT is getting it's config settings from. Somethings seem to come from /opt/rt4/etc/RT_SiteConfig.pm others don't. I have some custom things in /opt/rt4/local/html/Elements/ and those don't seem to be working. When I go out to *Tools -- Configuration -- Tools -- System Configuration * I am receiving the following error: An internal RT error has occurred. Your administrator can find more details in RT's log files. /opt/rt4/var/log doesn't have anything in it -- and neither does /opt/rt3_bak/var/log (this is where 3.8.8 resided). As I said, I did many things and directories may not be properly in place Any advice?? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Problems after upgrade from 3.8.8 to 4.0.6
Thanks for the hint on the logs -- using debug now and it seems to have pointed me in some kind of direction. And yes...going from 3.8.8 to 4.0.6 took me and a co-worker 3 hours. -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, May 24, 2012 at 3:52 PM, Andrew Marosi amar...@luminance.us.comwrote: After many hours I finally got it working on my previously dev RT box. Took multiple runs of make database-upgrade, but did a swing migration of the db and all is well. -Andy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Thursday, May 24, 2012 1:07 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problems after upgrade from 3.8.8 to 4.0.6 On 05/24/2012 03:50 PM, Max McGrath wrote: An internal RT error has occurred. Your administrator can find more details in RT's log files. /opt/rt4/var/log doesn't have anything in it Read your webserver's error logs. RT may also be logging to syslog if you've configured it.
[rt-users] $ResolveDefaultUpdateType in 4.0.6
Hi All -
Just upgraded to 4.0.6. I'm trying to change the *
$ResolveDefaultUpdateType* as I had it in 3.8.8.
I've put the following into my RT_SiteConfig.pm but the DefaultUpdateType
for *resolve* is still set to *Comments* in the WebUI.
default = {
actions = [
'new - open' = { label = 'Open it', update = 'Respond'
},
'new - resolved' = { label = 'Resolve', update = 'Respond'
},
'new - rejected' = { label = 'Reject', update = 'Respond'
},
'new - deleted' = { label = 'Delete' },
'open - stalled' = { label = 'Stall', update = 'Comment'
},
'open - resolved' = { label = 'Resolve', update = 'Respond'
},
'open - rejected' = { label = 'Reject', update = 'Respond'
},
'stalled - open' = { label = 'Open it' },
'resolved - open' = { label = 'Re-open', update = 'Comment'
},
'rejected - open' = { label = 'Re-open', update = 'Comment'
},
'deleted - open' = { label = 'Undelete' },
],
},
Again, my main goal is to have the update type be *respond *when *resolving
*a ticket. I've already followed the instructions here (
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4), but my custom
update types don't seem to be getting set.
Am I missing something?
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu
[rt-users] Timestamps not correct in RT 4.0.6
Hi All - All the timestamps on my tickets are about 5 hours ahead of the current time. The time on the actual Ubuntu server is correct. Where would RT be pulling in a different time? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Timestamps not correct in RT 4.0.6
Yup...saw that right after i sent the message. My RT_SiteConfig had CDT in it but it wasn't working. had to change it to US\Central. --- Max McGrath mmcgr...@carthage.edu Sent from my Droid On May 25, 2012 4:38 PM, Stephen J Alexander sjalexan...@mpbx.com wrote: It'll use UTC by default, I think, unless you set the time zone in your etc/RT_SiteConfig.pm My setting looks like this: Set( $Timezone, 'US/Eastern' ); This is documented in the etc/SiteConfig.pm Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Fri, May 25, 2012 at 4:23 PM, Max McGrath mmcgr...@carthage.eduwrote: Hi All - All the timestamps on my tickets are about 5 hours ahead of the current time. The time on the actual Ubuntu server is correct. Where would RT be pulling in a different time? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] DefaultUpdateType in RT4.0.6
Hi all -
I sent this same question out last week with now response -- I'm trying
again!
We're looking to the *Update Type* default to *Reply to requestors* when
resolving a ticket.
I've read the wiki page (
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 ) about setting it
up -- but it doesn't seem to work in my case. Below is the config I put in
my RT_SiteConfig.pm:
default = {
actions = [
'new - open' = { label = 'Open it', update = 'Respond'
},
* 'new - resolved' = { label = 'Resolve', update = 'Respond'
},*
'new - rejected' = { label = 'Reject', update = 'Respond'
},
'new - deleted' = { label = 'Delete' },
'open - stalled' = { label = 'Stall', update = 'Comment'
},
* 'open - resolved' = { label = 'Resolve', update =
'Respond' },*
'open - rejected' = { label = 'Reject', update = 'Respond'
},
'stalled - open' = { label = 'Open it' },
'resolved - open' = { label = 'Re-open', update = 'Comment'
},
'rejected - open' = { label = 'Re-open', update = 'Comment'
},
'deleted - open' = { label = 'Undelete' },
],
},
Am I missing anything?
Thanks!
Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu
Re: [rt-users] DefaultUpdateType in RT4.0.6
:
#
# The username RT
should use to connect to the LDAP server
'user'
= 'cn=ZENworks,ou=users,o=carthage',
# The password RT
should use to connect to the LDAP server
'pass'
= 'xxx',
#
# The LDAP search
base
'base'
= 'o=CARTHAGE',
#
# ALL FILTERS MUST
BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
# YOU **MUST**
SPECIFY A filter AND A d_filter!!
#
# The filter to use
to match RT-Users
'filter'
= '(objectClass=carthageUser)',
# A catch-all
example filter: '(objectClass=*)'
#
# The filter that
will only match disabled users
'd_filter'
= '(objectClass=FooFooBar)',
# A catch-none
example d_filter: '(objectClass=FooBarBaz)'
#
# Should we try to
use TLS to encrypt connections?
'tls'
= 0,
# SSL Version to
provide to Net::SSLeay *if* using SSL
#'ssl_version'
= 3,
# What other args
should I pass to Net::LDAP-new($host,@args)?
#'net_ldap_args'
= [version = 3 ],
# Does
authentication depend on group membership? What group name?
#'group'
= 'GROUP_NAME',
# What is the
attribute for the group object that determines membership?
#'group_attr'
= 'GROUP_ATTR',
## RT ATTRIBUTE
MATCHING SECTION
# The list of RT
attributes that uniquely identify a user
# This example
shows what you *can* specify.. I recommend reducing this
# to just the Name
and EmailAddress to save encountering problems later.
'attr_match_list'
= ['Name',
'EmailAddress',
'RealName',
],
# The mapping of RT
attributes on to LDAP attributes
'attr_map'
= { 'Name' = 'cn',
'RealName' = 'cn',
'ExternalAuthId' = 'cn',
'Gecos' = 'cn',
'NickName' =
'carthageNameID',
'EmailAddress' = 'mail',
}
},
}
);
1;
Thanks!
Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Tue, May 29, 2012 at 4:33 PM, Thomas Sibley t...@bestpractical.comwrote:
On 05/29/2012 11:32 AM, Max McGrath wrote:
I sent this same question out last week with now response -- I'm trying
again!
[snip]
Am I missing anything?
Yes, my coworker Ruslan's response to your original mail yesterday
asking for your full config.
Re: [rt-users] Pink MessageBox upon reply
Excellent! Thanks for the info! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, May 31, 2012 at 12:19 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Thu, May 31, 2012 at 7:53 PM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - We are on RT 4.0.6. Just curious if there is any significance to the MessageBox being pink when I reply, but white when I comment. I've attached some screenshots... Yes. Reply usually goes to requestor, so pink another sign for you do think twice about what you're typing. I think you heard many tales about sending messages to people who never should've seen them. Thanks! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu -- Best regards, Ruslan.
[rt-users] Permissions in RT 4.0.6
Hi All - Looking at the new permissions (rights) screen in 4.0.6 and it looks really good! Although it has me a little confused. It looks like on any rights page i see General Rights, Rights for Staff, and Rights for Administrators. What deems someone staff and/or administrators and who does General rights get applies to? Thanks! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Where are comments and correspondence held?
Running RT 4.0.6. Curious where the content of *comments* and/or * correspondence* resides in the database? Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Where are comments and correspondence held?
Thanks all!
Very helpful!
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Tue, Nov 6, 2012 at 6:24 AM, Paul Tomblin ptomb...@xcski.com wrote:
On Tue, Nov 6, 2012 at 4:58 AM, Tim Cutts t...@sanger.ac.uk wrote:
But generally you don't want to do that, and instead you want to use the
perl API to get at them:
my $attachments = RT::Attachments-new(RT-SystemUser);
$attachments-LimitByTicket(294774);
$attachments-LimitNotEmpty;
And if you *just* want Comments, say, you can do
my $attachments = RT::Attachments-new(RT-SystemUser);
$attachments-LimitByTicket(294774);
$attachments-Limit(
ALIAS = $attachments-TransactionAlias,
FIELD = 'Type',
OPERATOR= '=',
VALUE = 'Comment',
ENTRYAGGREGATOR = 'OR',
CASESENSITIVE = 1
);
while (my $attachment = $attachments-Next)
{
(If there's an easier way to do that, please let me know)
--
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
We're hiring! http://bestpractical.com/jobs
We're hiring! http://bestpractical.com/jobs
[rt-users] Forward tickets with comments
Hi all - Running RT 4.0.6 on Ubuntu 12.04. Curious if there is a way to forward a ticket while adding a comment to it. Currently, all I can do is choose To:, CC:, or Bcc:. Thanks! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Forward tickets with comments
Thanks Kevin! That's what I was hoping to hear! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, Nov 15, 2012 at 9:43 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Nov 14, 2012 at 08:15:19PM -0600, Max McGrath wrote: Running RT 4.0.6 on Ubuntu 12.04. Curious if there is a way to forward a ticket while adding a comment to it. Currently, all I can do is choose To:, CC:, or Bcc:. There isn't currently a solution for this. We've been working on something internally, but I'm not sure if it'll end up released as a 4.0 extension or be rolled into core for 4.2 instead. -kevin We're hiring! http://bestpractical.com/jobs We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Error when creating ticket after 4.0.6 -- 4.0.16 upgrade
Dug into the code...looks like I put some custom code in Create.html:
119 % if (QueueObj -Name eq 'Desk Tasks') {
120 /Elements/EmailInput, Name = 'Requestors', Size = undef, Default
= $ARGS{Requestors} || $session{CurrentUser}-EmailAddress
121 % } else {
122 /Elements/EmailInput, Name = 'Requestors', Size = undef, Default
= $ARGS{Requestors}
123 %}
124 % $m-callback( CallbackName = 'AfterRequestors', QueueObj =
$QueueObj, ARGSRef = \%ARGS );
Is there something wrong in line 119 that won't work in 4.0.16?
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Tue, Jul 30, 2013 at 9:13 AM, Max McGrath mmcgr...@carthage.edu wrote:
Hi All -
Just upgraded my test instance of RT from 4.0.6 to 4.0.16. The upgrade
process goes smoothly with no errors. But afterwards when I attempt to
create a ticket the web page displays the *Basics* form, and nothing
else, except an error: An internal RT error has ocurred. Your
administrator can find more details in RT's log files..
So...I went and checked rt.log and saw this anytime I try to create a
ticket via the web:
[Tue Jul 30 14:10:06 2013] [error]: Can't locate object method Name via
package QueueObj (perhaps you forgot to load QueueObj?) at
/opt/rt4/local/html/Ticket/Create.html line 119.
Stack:
[/opt/rt4/local/html/Ticket/Create.html:119]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/local/html/Ticket/Create.html:195]
[/opt/rt4/share/html/Ticket/autohandler:66]
[/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 don't know what to make of any of that. Any help is appreciated!
Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu
[rt-users] Error when creating ticket after 4.0.6 -- 4.0.16 upgrade
Hi All - Just upgraded my test instance of RT from 4.0.6 to 4.0.16. The upgrade process goes smoothly with no errors. But afterwards when I attempt to create a ticket the web page displays the *Basics* form, and nothing else, except an error: An internal RT error has ocurred. Your administrator can find more details in RT's log files.. So...I went and checked rt.log and saw this anytime I try to create a ticket via the web: [Tue Jul 30 14:10:06 2013] [error]: Can't locate object method Name via package QueueObj (perhaps you forgot to load QueueObj?) at /opt/rt4/local/html/Ticket/Create.html line 119. Stack: [/opt/rt4/local/html/Ticket/Create.html:119] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/local/html/Ticket/Create.html:195] [/opt/rt4/share/html/Ticket/autohandler:66] [/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 don't know what to make of any of that. Any help is appreciated! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Search for Articles on reply not working?
Running 4.0.16. Just poking around to see what changes there are. When I go to reply to a ticket, I am trying to search for articles and nothing pops up. I recall in my last version - 4.0.6 -- there was a drop down containing all my articles. Now I can't seem to apply an article in my reply. Am I missing something? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Error when creating ticket after 4.0.6 -- 4.0.16 upgrade
Thanks Thomas. Works now that I added $. That's what I get for not being
a programmer. And yes...I must never had cleared the Mason cache.
Thanks again!
Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Tue, Jul 30, 2013 at 1:32 PM, Thomas Sibley t...@bestpractical.comwrote:
On 07/30/2013 07:25 AM, Max McGrath wrote:
Dug into the code...looks like I put some custom code in Create.html:
119 % if (QueueObj -Name eq 'Desk Tasks') {
120 /Elements/EmailInput, Name = 'Requestors', Size = undef,
Default = $ARGS{Requestors} || $session{CurrentUser}-EmailAddress
121 % } else {
122 /Elements/EmailInput, Name = 'Requestors', Size = undef,
Default = $ARGS{Requestors}
123 %}
124 % $m-callback( CallbackName = 'AfterRequestors', QueueObj =
$QueueObj, ARGSRef = \%ARGS );
Is there something wrong in line 119 that won't work in 4.0.16?
119 won't have compiled on any RT version. It's a Perl syntax error
(bareword QueueObj instead of the variable $QueueObj that you really want).
Perhaps you never cleared your Mason cache previously so the
customization never ran until you upgraded.
[rt-users] How to add articles to response
Hello - Running rt 4.0.16 -- and this used to work when I was on 4.0.6. When replying to a ticket I see the *Search for Articles matching* and the *Include Article* boxes, but neither of them are working for me (I've tried different browsers). In 4.0.6 there was a drop-down of all the available articles. In 4.0.16 there is a *Go* button that does nothing when I click it. Am I missing something? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] How to add articles to response
Was a permissions thing. From what I saw, the Article in question was applied to appropriate queue, but I still was not seeing it. I ended up clicking the *check this box to apply this Class globally to all Queues *and that fixed it. Not sure why it didn't work with how it was originally set up. Thanks Kevin! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Mon, Aug 12, 2013 at 3:18 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Aug 12, 2013 at 02:45:21PM -0500, Max McGrath wrote: Running rt 4.0.16 -- and this used to work when I was on 4.0.6. When replying to a ticket I see the Search for Articles matching and the Include Article boxes, but neither of them are working for me (I've tried different browsers). In 4.0.6 there was a drop-down of all the available articles. In 4.0.16 there is a Go button that does nothing when I click it. Am I missing something? This is working for us on a production 4.0.17 instance, so I'd suspect some local change. What kind of local modifications do you have? Can you see the Articles you expect to see if you browse around? Check other permissions and whether or not Classes apply to the right Queues. -kevin
Re: [rt-users] How to add articles to response
Nevermind! My mistake... It is working as it is suppose to. It had permissions for a specific queue, and the ticket I was working on was not in that queue. Disregard! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Aug 13, 2013 at 8:36 AM, Max McGrath mmcgr...@carthage.edu wrote: Was a permissions thing. From what I saw, the Article in question was applied to appropriate queue, but I still was not seeing it. I ended up clicking the *check this box to apply this Class globally to all Queues *and that fixed it. Not sure why it didn't work with how it was originally set up. Thanks Kevin! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Mon, Aug 12, 2013 at 3:18 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Aug 12, 2013 at 02:45:21PM -0500, Max McGrath wrote: Running rt 4.0.16 -- and this used to work when I was on 4.0.6. When replying to a ticket I see the Search for Articles matching and the Include Article boxes, but neither of them are working for me (I've tried different browsers). In 4.0.6 there was a drop-down of all the available articles. In 4.0.16 there is a Go button that does nothing when I click it. Am I missing something? This is working for us on a production 4.0.17 instance, so I'd suspect some local change. What kind of local modifications do you have? Can you see the Articles you expect to see if you browse around? Check other permissions and whether or not Classes apply to the right Queues. -kevin
[rt-users] Technician on vacation status
Hi all - Running RT 4.0.16. Was talking with a co-worker today about this. I was wondering if there is anything that can be put in place (easily) for when a person is out of the office for a long time. For instance , if a person is out on vacation for two weeks and not everybody is aware, maybe RT shouldn't allow tickets to be given to this person? Not sure if this is possible...or even a good idea. Just a thought. Max
[rt-users] Upgrade to 4.2 fail
Trying to get from 4.0.16 to 4.2.0rc5. Make upgrade and make database-upgrade go fine, but when I restart Apache I get: root@help:/tmp/rt-4.2.0rc5# /etc/init.d/apache2 restart Syntax error on line 44 of /etc/apache2/sites-enabled/000-default: Can't locate Symbol/Global/Name.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt4/sbin/../lib/RT/Config.pm line 55.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/Config.pm line 55.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 156.\n Action 'configtest' failed. The Apache error log may have more information. ...fail! Below is line 44 of 000-defaultbut I'm not sure where the syntax error is. This is getting above and beyond my knowledge of linux/apache! 35 Location /rt/ 36 Order allow,deny 37 Allow from all 38 39 SetHandler modperl 40 PerlResponseHandler Plack::Handler::Apache2 41 PerlSetVar psgi_app /opt/rt4/sbin/rt-server 42 /Location 43 Perl 44 use Plack::Handler::Apache2; 45 Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); 46 /Perl 47 /VirtualHost Any help is appreciated! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Upgrade to 4.2 fail
Nope...definitely did that step: root@help:/tmp/rt-4.2.0rc5# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi perl: =5.10.1(5.14.2) ...found users: rt group (www-data) ...found bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (www-data) ...found web group (www-data) ...found CLI dependencies: Text::ParseWords ...found Term::ReadKey ...found Getopt::Long = 2.24 ...found HTTP::Request::Common ...found Term::ReadLine ...found LWP ...found CORE dependencies: Storable = 2.08 ...found Encode = 2.39 ...found Crypt::Eksblowfish ...found Module::Versions::Report = 1.05 ...found List::MoreUtils ...found Errno ...found DBI = 1.37 ...found Devel::StackTrace = 1.19 ...found HTTP::Message = 6.0 ...found Text::Password::Pronounceable ...found Devel::GlobalDestruction ...found Time::ParseDate ...found IPC::Run3 ...found Tree::Simple = 1.04 ...found HTML::Scrubber = 0.08 ...found HTML::Quoted ...found Sys::Syslog = 0.16 ...found Mail::Mailer = 1.57 ...found Data::GUID ...found HTML::Mason = 1.43 ...found HTML::Entities ...found LWP::Simple ...found Symbol::Global::Name = 0.04 ...found DateTime::Format::Natural = 0.67 ...found Plack = 1.0002 ...found File::Glob ...found Class::Accessor = 0.34 ...found Text::Wrapper ...found Regexp::Common::net::CIDR ...found Log::Dispatch = 2.30 ...found HTML::FormatText::WithLinks::AndTables ...found DateTime = 0.44 ...found CGI::Emulate::PSGI ...found Text::Quoted = 2.07 ...found Regexp::IPv6 ...found CGI = 3.38 ...found CSS::Squish = 0.06 ...found DateTime::Locale = 0.40 ...found CGI::PSGI = 0.12 ...found Apache::Session = 1.53 ...found Date::Extract = 0.02 ...found Digest::SHA ...found HTML::Mason::PSGIHandler = 0.52 ...found MIME::Entity = 5.504 ...found Locale::Maketext::Lexicon = 0.32 ...found Module::Refresh = 0.03 ...found Role::Basic = 0.12 ...found Digest::base ...found File::Temp = 0.19 ...found Date::Manip ...found Locale::Maketext = 1.06 ...found HTML::RewriteAttributes = 0.05 ...found Text::Template = 1.44 ...found CGI::Cookie = 1.20 ...found Scalar::Util ...found XML::RSS = 1.05 ...found Text::WikiFormat = 0.76 ...found File::Spec = 0.8 ...found DBIx::SearchBuilder = 1.65 ...found File::ShareDir ...found Regexp::Common ...found Digest::MD5 = 2.27 ...found HTML::FormatText::WithLinks = 0.14 ...found Mail::Header = 2.12 ...found Locale::Maketext::Fuzzy = 0.11 ...found Time::HiRes ...found Email::Address::List ...found Net::CIDR ...found JSON ...found UNIVERSAL::require ...found Email::Address = 1.897 ...found Plack::Handler::Starlet ...found DASHBOARDS dependencies: URI::QueryParam ...found URI = 1.59 ...found MIME::Types ...found FASTCGI dependencies: FCGI::ProcManager ...found FCGI = 0.74 ...found GD dependencies: GD::Text ...found GD ...found GD::Graph = 1.47 ...found GPG dependencies: File::Which ...found PerlIO::eol ...found GnuPG::Interface ...found ICAL dependencies: Data::ICal ...found MAILGATE dependencies: Pod::Usage ...found LWP::UserAgent = 6.0 ...found Crypt::SSLeay ...found Getopt::Long ...found Net::SSL ...found LWP::Protocol::https ...found Mozilla::CA ...found MYSQL dependencies: DBD::mysql = 2.1018 ...found SMIME dependencies: String::ShellQuote ...found File::Which ...found Crypt::X509 ...found USERLOGO dependencies: Convert::Color ...found *All dependencies have been found.* -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Oct 2, 2013 at 9:44 PM, Alex Vandiver ale...@bestpractical.comwrote: On Wed, 2013-10-02 at 21:26 -0500, Max McGrath wrote: Trying to get from 4.0.16 to 4.2.0rc5. Make upgrade and make database-upgrade go fine, but when I restart Apache I get: root@help:/tmp/rt-4.2.0rc5# /etc/init.d/apache2 restart Syntax error on line 44 of /etc/apache2/sites-enabled/000-default: Can't locate Symbol/Global/Name.pm in @INC RT 4.2 has additional dependencies that RT 4.0 does not. You skipped step 3 (`make testdeps`) of the upgrade steps in README: http://bestpractical.com/docs/rt/4.2.0/README - Alex -- RT Training in New York
Re: [rt-users] Upgrade to 4.2 fail
Thanks! Tried moving to FastCgi and I now get: You're almost there!You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to run the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need commercial support, please contact us at sa...@bestpractical.com. I'm definitely not a web server expert...so...any advice? Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Oct 2, 2013 at 10:53 PM, Alex Vandiver ale...@bestpractical.comwrote: On Wed, 2013-10-02 at 21:53 -0500, Max McGrath wrote: Nope...definitely did that step: [snp] Ah. Then the perl that your mod_perl is linked against is not the perl that you configured RT with -- did you recompile a newer perl to meet the = 5.10.1 dep, but not recompile mod_perl? Deploying with mod_fcgi or mod_fastcgi is probably easier than upgrading mod_perl. - Alex -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Upgrade to 4.2 fail
Yeah...a co-worker of mine got it working. Sorry, I can't be more clear on what he did. He said it was a mixture of your suggestions and some other things. Apache configurations are above my head... But it's working now! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Mon, Oct 7, 2013 at 3:26 PM, Len Jaffe lenja...@jaffesystems.com wrote: Anything? On Fri, Oct 4, 2013 at 10:49 AM, Len Jaffe lenja...@jaffesystems.comwrote: in httpd.conf and this will depend on your version of apache, and how you've structured your configurations files. You need to load the fastcgi module LoadModule fastcgi_module modules/mod_fastcgi.so You need to declare your fastcgi service FastCgiServer /pathto/RT/sbin/rt-server.fcgi -processes 5 -idle-timeout 30 your settings for processes and timeout will vary according to your load Inside your virtual host definitions, tell apache how to handle fcgi requests AddHandler fastcgi-script fcgi Tell apache how to run the RT code Alias /RT /pathto/RT/sbin/rt-server.fcgi/ Directory/pathto/RT/sbin/* Options Indexes +ExecCGI FollowSymLinks AllowOverRide None Satisfy Any Order allow,deny Allow from all /Directory and tell apache about the directory where the RT source lives Alias /RT/NoAuth/images/ /pathto/RT/share/html/NoAuth/images/ Directory /pathto/RT/share/html/* Options Indexes FollowSymLinks AllowOverride None Order allow,deny Allow from all /Directory On Fri, Oct 4, 2013 at 9:37 AM, Max McGrath mmcgr...@carthage.eduwrote: Thanks! Tried moving to FastCgi and I now get: You're almost there!You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to run the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need commercial support, please contact us at sa...@bestpractical.com. I'm definitely not a web server expert...so...any advice? Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Oct 2, 2013 at 10:53 PM, Alex Vandiver ale...@bestpractical.com wrote: On Wed, 2013-10-02 at 21:53 -0500, Max McGrath wrote: Nope...definitely did that step: [snp] Ah. Then the perl that your mod_perl is linked against is not the perl that you configured RT with -- did you recompile a newer perl to meet the = 5.10.1 dep, but not recompile mod_perl? Deploying with mod_fcgi or mod_fastcgi is probably easier than upgrading mod_perl. - Alex -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training -- lenja...@jaffesystems.com 614-404-4214@lenjaffe Software Engineer, Founder Volunteerable http://www.volunteerable..com/, Host of Columbus Code Jam http://www.meetup.com/techlifecolumbus/ www.lenjaffe.com http://www.theycomewithcheese.com Perl Advent Planet http://www.lenjaffe.com/PerlAdventPlanet/ - Advent Calendars: Perlish and otherwise. -- lenja...@jaffesystems.com 614-404-4214@lenjaffe Software Engineer, Founder Volunteerable http://www.volunteerable..com/, Host of Columbus Code Jam http://www.meetup.com/techlifecolumbus/ www.lenjaffe.com http://www.theycomewithcheese.com Perl Advent Planet http://www.lenjaffe.com/PerlAdventPlanet/ - Advent Calendars: Perlish and otherwise.
[rt-users] Unable to create ticket in RT 4.2
Hi all - Upgraded from 4.0.16 to 4.2 on a test VM. I am unable to create a ticket via the web interface...this is what I'm seeing in rt.log. [6608] [Mon Oct 14 15:11:46 2013] [error]: Can't locate object method DefaultOnCreate via package default (perhaps you forgot to load default?) at /opt/rt4/local/html/Ticket/Create.html line 71. Stack: [/opt/rt4/local/html/Ticket/Create.html:71] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/local/html/Ticket/Create.html:107] [/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/Interface/Web/Handler.pm:211) -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Unable to create ticket in RT 4.2
Thanks Alex. It was a local override. I just got rid of it and am using the default Create.html. I can create tickets now. Thanks! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Mon, Oct 14, 2013 at 1:00 PM, Alex Vandiver ale...@bestpractical.comwrote: On Mon, 2013-10-14 at 10:15 -0500, Max McGrath wrote: Hi all - Upgraded from 4.0.16 to 4.2 on a test VM. I am unable to create a ticket via the web interface...this is what I'm seeing in rt.log. [6608] [Mon Oct 14 15:11:46 2013] [error]: Can't locate object method DefaultOnCreate via package default (perhaps you forgot to load default?) at /opt/rt4/local/html/Ticket/Create.html line 71. The above path shows that you have a local override of the entirety of Ticket/Create.html You will need to update it for the changes in RT 4.2. If possible, I suggest re-writing your override as a callback instead, which will simplify future upgrades. - Alex
[rt-users] Upgrade to 4.0.18, now RT not working
This is what I'm seeing in rt.log: [1892] [Thu Oct 17 13:17:58 2013] [error]: mkdir /opt/rt4/var/mason_data/obj/1972688873: Permission denied at /usr/local/share/perl/5.14.2/HTML/Mason/Compiler/ToObject.pm line 107. Stack: [/usr/local/share/perl/5.14.2/Carp.pm:100] [/usr/share/perl/5.14/File/Path.pm:156] [/usr/share/perl/5.14/File/Path.pm:132] [/usr/share/perl/5.14/File/Path.pm:114] [/usr/local/share/perl/5.14.2/HTML/Mason/Compiler/ToObject.pm:107] [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:437] [/usr/local/share/perl/5.14.2/HTML/Mason/Request.pm:249] [/usr/local/share/perl/5.14.2/HTML/Mason/Request.pm:212] [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:62] [/usr/local/share/perl/5.14.2/Class/Container.pm:275] [/usr/local/share/perl/5.14.2/Class/Container.pm:353] [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:348] [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:342] [/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler.pm:48] [/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler/Streamy.pm:52] [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:303] [/usr/local/share/perl/5.14.2/Plack/Util.pm:324] [/usr/local/share/perl/5.14.2/Plack/Handler/Apache2.pm:68] [/usr/local/share/perl/5.14.2/Plack/Handler/Apache2.pm:91] [-e:0] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Upgrade to 4.0.18, now RT not working
Cleared mason cache again and all is well. -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, Oct 17, 2013 at 8:18 AM, Max McGrath mmcgr...@carthage.edu wrote: This is what I'm seeing in rt.log: [1892] [Thu Oct 17 13:17:58 2013] [error]: mkdir /opt/rt4/var/mason_data/obj/1972688873: Permission denied at /usr/local/share/perl/5.14.2/HTML/Mason/Compiler/ToObject.pm line 107. Stack: [/usr/local/share/perl/5.14.2/Carp.pm:100] [/usr/share/perl/5.14/File/Path.pm:156] [/usr/share/perl/5.14/File/Path.pm:132] [/usr/share/perl/5.14/File/Path.pm:114] [/usr/local/share/perl/5.14.2/HTML/Mason/Compiler/ToObject.pm:107] [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:437] [/usr/local/share/perl/5.14.2/HTML/Mason/Request.pm:249] [/usr/local/share/perl/5.14.2/HTML/Mason/Request.pm:212] [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:62] [/usr/local/share/perl/5.14.2/Class/Container.pm:275] [/usr/local/share/perl/5.14.2/Class/Container.pm:353] [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:348] [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:342] [/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler.pm:48] [/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler/Streamy.pm:52] [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:303] [/usr/local/share/perl/5.14.2/Plack/Util.pm:324] [/usr/local/share/perl/5.14.2/Plack/Handler/Apache2.pm:68] [/usr/local/share/perl/5.14.2/Plack/Handler/Apache2.pm:91] [-e:0] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] 4.2 Queue question
Yes, it was an upgrade from 4.0.16. Under 4.0.16 all was fine and queue numbers represented reality. I was using a custom lifecycle under the actions. When things went to resolved, I changed it from Comment to Respond. -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Oct 23, 2013 at 1:27 PM, Alex Vandiver ale...@bestpractical.comwrote: On Tue, 2013-10-22 at 08:39 -0500, Max McGrath wrote: If you look at the attached screenshot, I have tickets in all of my queues. But on the right side, under Quick Search, it shows that all of my tickets reside in the Other queue. Not sure what is wrong or how to fix that. Any suggestions? That is exceedingly odd. Was this an upgrade? If so, from what version? Are you using custom lifecycles at all? - Alex
[rt-users] People in the Cc: field are not receiving e-mails
Hi all - Running RT 4.0.19 on Ubuntu 12.04.4 LTS. During ticket creation from the Web UI, when someone places an e-mail address in the CC: field, it doesn't appear to send e-mails to those people. Below is what I could find in rt.log. I'm not suer if there is a better log to look at. X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Got user mail preference 'Individual messages' for user mmcgr...@carthage.edu(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:666) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:684) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Subject: [help.carthage.edu#24526] AutoReply: Test [14397] [Tue Feb 4 17:48:44 2014] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:684) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Working on mailfield Bcc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645) I don't know for sure, but I'm assuming the *Removing deferred recipients from Cc: line* is important. The question is, why are the recipients being removed? Much thanks! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] People in the Cc: field are not receiving e-mails
Thanks Kevin! That was very helpful! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Feb 4, 2014 at 12:44 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Feb 04, 2014 at 11:57:18AM -0600, Max McGrath wrote: Running RT 4.0.19 on Ubuntu 12.04.4 LTS. During ticket creation from the Web UI, when someone places an e-mail address in the CC: field, it doesn't appear to send e-mails to those people. Below is what I could find in rt.log. I'm not suer if there is a better log to look at. 4.0 and previous didn't ship On Create Notify Ccs. New installs of 4.2 get these scrips by default, upgrades do not, you can read about our recommended set of scrips here: http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html search for New installs will notify Ccs and you'll find the relevant list item. -kevin
Re: [rt-users] Are stepwise RT upgrades necessary
You are able to jump. During an upgrade, the script will ask what version you are currently at, and what version you want to go to. -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Thu, Mar 6, 2014 at 10:34 AM, Tim Wilson timothy.d.wil...@gmail.comwrote: We're running RT 4.0 on our production server. Is it necessary to upgrade to each point release to get to 4.0.3, or can we go from 4.0 -- 4.0.3 in one step? -Tim -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
