Re: [rt-users] Am a little bit lost with setup of RT
Ok, i gave it another shot with the following settings: Domain is: support.example.com Mailserver is: mail.example.com hostname is: support.example.com hosts is: ipadress support.example.com example.com webpath is: /rt Given that, i set up a new Debian Squeeze Server, installed Apache2, MySQL and Postfix. Configure Mysql with a password and Postfix with mailserverdomain, Internetsite and confirm any other given question with the preferences shown. Then i added this to /etc/apt/sources.list: deb http://backports.debian.org/debian-backports squeeze-backports main Then save and enter aptitude update Next is: apt-get install rt4-db-mysql apt-get install rt4-apache2 apt-get install request-tracker4 But beware: the last command will tell you , that there are some packages needed, with newer version than squeeze can provide. So DO NOT ENTER YES, but enter no. Next you will see a List of 20 or more packages. Enter y(es) here, and it will install without any problem each and every package for Request Tracker. Checkout, which configuration in /etc/request-tracker4 fits your needs. I was opting for ModPerl2, so mine was apache2-modperl2.conf, which i copied to /etc/apache2/sites-available. Then i changed into /etc/apache2/sites-enabled and did a ln -s /etc/apache2/sites-available/apache2-modperl2.conf I also enabled the line AddDefaultCharset UTF-8 in the file apache2-modperl2.conf Next is, open /etc/apache2/sites-available/default and add this line just bevor /virtual host: Include /etc/request-tracker4/apache2-modperl2.conf Then: /etc/init.d/apache2 restart For Postfix you have to update your aliases file: rt: |/usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt; rt-comment: |/usr/bin/rt-mailgate --queue general --action comment --url http://localhost/rt; Then do a: newaliases I also restarted Postfix, just to be sure (/etc/init.d/postfix restart) Finally i did the following: Set (WebPath , /rt); in /etc/request-tracker4/RT_SiteConfig.pm And that was it. The only thing i didn't catch, was: - Which hostname and hosts entry to use in order to have RT respond to example.com or www.example.com - Which settings i else needed for this. So then, it is working now, i have to setup tons of rights and queues and stuff. Thank you all Best w_e -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33713421.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] RT and CRM functions/integration
I'd also second that, but haven't heard of someone who succeeded yet. Best -- View this message in context: http://old.nabble.com/RT-and-CRM-functions-integration-tp33420185p33708586.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Am a little bit lost with setup of RT
The mailproblem is the one with higher priority, what i do not catch up with is: 1. How to get Postfix to work with rt-mailgate 2. Otherwise how to get fetchmail/Postfix working with rt-mailgate: oll mail.help-me-do.it protocol pop3 username gene...@example.com password noneiknowof mda /opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://www.example.com; no keep poll mail.help-me-do.it protocol pop3 username general-comm...@example.com password noneiknowof mda /opt/rt4/bin/rt-mailgate --queue general --action comment --url http://www.example.com; What confuses me: 1. What do i enter at the url part? Since i can only access the RT Instance via the IP Address, i am not sure. 2. I need to enter a username in the fetchmailrc config file; and a password. Do i need to create this mailbox somewhere else or is this the mailbox itself, which is created and i can use any password i want to? I really appreciate your help. Thanks. w_e -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33710033.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Am a little bit lost with setup of RT
Rainer Duffner wrote: Where is your mail hosted? I assume, you don't run RT on your mailserver, right? The mailboxes (you need two) are on your mailserver. The mailserver is the server that is recorded in your MX record. If you had told us your real domain, we could look it up and tell you its IP-address I would really suggest you ask BestPractical or someone else for an onsite install. Rainer Hi Rainer, RT is running on the same machine as the mailserver. While RT should be on the domain example.com; the mailserver is on the subdomain mail.example.com; both point to the same IP. I have had it up and running end of last year, but my provider closed down unexpectedly and i am missing my install docs, unfortunately, otherwise i wouldn't have needed to ask questions here... I am wondering if i am missing something obvious; like some package or so. That's why i was asking for a current install doc, to be able to compare, where i might have made a mistake. The ManualEmailConfig says: The mail gateway requires the web UI to be set up and functional. Well, i cannot login by using: http://example.com but with http://ip address I will setup everything one more time. :-( Best -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33712078.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Am a little bit lost with setup of RT
PS: Perhaps i made a mistake in the first place. Since i want RT to respond to http://www.example.com and the mailserver is mail.example.com, what would be acceptable as hostname? www.example.com ? Should i configure postfix with IP or with mail.example.com? Emails are being sent, but the replies are hanging around until they come backwith a timeout. Besides all the fixdeps; Postfix, Apache2, optional fetchmail, MySQL, am i missing something else? Do i need fetchmail or is it fine just to run postfix? I added this lines to aliases and executed newaliases, of course. rt: |/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://example.com; rt-comment: |/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://example.com; But no emails keep coming in, whether i run fetchmail and postfix or just postfix alone. sigh w_e -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33712147.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Am a little bit lost with setup of RT
Kevin Falcone-2 wrote:
On Sat, Apr 14, 2012 at 10:12:21AM -0700, who else wrote:
Any idea how to get mailgate running? The Mails are not bounced, but i
receive every 5hrs a mail delayed email.
What's in your mail logs.
What's in your RT logs.
Also, you didn't reply to my earlier note that you're running RT on
one port and connecting rt-mailgate to another port.
-kevin
Hi Kevin,
i was trying some other suggestions, so i can now give an update:
There are two logfiles in /opt/rt4/var/logs; these contain only zlib
messages and failed logins; i received a bunch of connection timed out
emails, of my test mails.
Mail logs contain entries like:
mail.info:
connect from ip address
disconnect from ip address
lost connection from ip address
On the domain side:
I started the rt server with port 8080 and i can only access it with IP
Adress and port 8080, like http://123.456.789.0:8080, i cannot access it via
http://www.example.com:8080.
I gave it another try by using this setting for apache:
VirtualHost example.com:88
### Optional apache logs for RT
ErrorLog /opt/rt4/var/log/apache2.error
TransferLog /opt/rt4/var/log/apache2.access
LogLevel debug
AddDefaultCharset UTF-8
DocumentRoot /opt/rt4/share/html
Location /
Order allow,deny
Allow from all
SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server
/Location
Perl
use Plack::Handler::Apache2;
Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
/Perl
/VirtualHost
But that wouldn't work either. I still can only connect via IP Adress.
The default configuration is like this:
VirtualHost *:80
ServerAdmin webmaster@localhost
DocumentRoot /var/www
Directory /
Options FollowSymLinks
AllowOverride None
/Directory
Directory /var/www/
Options Indexes FollowSymLinks MultiViews
AllowOverride None
Order allow,deny
allow from all
/Directory
ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/
Directory /usr/lib/cgi-bin
AllowOverride None
Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch
Order allow,deny
Allow from all
/Directory
#Include /etc/request-tracker4/apache2-modperl2.conf
ErrorLog /var/log/apache2/error.log
# Possible values include: debug, info, notice, warn, error, crit,
# alert, emerg.
LogLevel warn
#CustomLog ${APACHE_LOG_DIR}/access.log combined
Alias /doc/ /usr/share/doc/
Directory /usr/share/doc/
Options Indexes MultiViews FollowSymLinks
AllowOverride None
Order deny,allow
Deny from all
Allow from 127.0.0.0/255.0.0.0 ::1/128
/Directory
/VirtualHost
Best
w_e
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Re: [rt-users] Am a little bit lost with setup of RT
Kevin Falcone-2 wrote:
On Thu, Apr 12, 2012 at 08:31:22AM -0700, who else wrote:
Have set up RT before, but i am missing my installation documentation;
nowhere to be seen.
I have RT up and running on IP adress and Port 8080 with the RT Server.
What
doesn't work at all is the Mailinterface. He says, he sends mails, but
they
never arrive, also, Mails i send to RT won't arrive, so i assume there
is a
problem on that side.
You're running on 8080? so you access it as http://example.com:8080 ?
You're telling mailgate to access it on 80 not 8080.
I started the rt server with port 8080 and i can only access it with IP
Adress and port 8080, like http://123.456.789.0:8080, i cannot access it
via http://www.example.com:8080.
I gave it another try by using this setting for apache:
VirtualHost example.com:88
### Optional apache logs for RT
ErrorLog /opt/rt4/var/log/apache2.error
TransferLog /opt/rt4/var/log/apache2.access
LogLevel debug
AddDefaultCharset UTF-8
DocumentRoot /opt/rt4/share/html
Location /
Order allow,deny
Allow from all
SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server
/Location
Perl
use Plack::Handler::Apache2;
Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
/Perl
/VirtualHost
But that wouldn't work either. I still can only connect via IP Adress.
The default configuration is like this:
VirtualHost *:80
ServerAdmin webmaster@localhost
DocumentRoot /var/www
Directory /
Options FollowSymLinks
AllowOverride None
/Directory
Directory /var/www/
Options Indexes FollowSymLinks MultiViews
AllowOverride None
Order allow,deny
allow from all
/Directory
ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/
Directory /usr/lib/cgi-bin
AllowOverride None
Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch
Order allow,deny
Allow from all
/Directory
#Include /etc/request-tracker4/apache2-modperl2.conf
ErrorLog /var/log/apache2/error.log
# Possible values include: debug, info, notice, warn, error, crit,
# alert, emerg.
LogLevel warn
#CustomLog ${APACHE_LOG_DIR}/access.log combined
Alias /doc/ /usr/share/doc/
Directory /usr/share/doc/
Options Indexes MultiViews FollowSymLinks
AllowOverride None
Order deny,allow
Deny from all
Allow from 127.0.0.0/255.0.0.0 ::1/128
/Directory
/VirtualHost
I am wondering about the settings for Postfix:
rt: |/opt/rt4/bin/rt-mailgate --queue general --action correspond --url
http://example.com;
rt-comment: |/opt/rt4/bin/rt-mailgate --queue general --action comment
--url http://example.com;
I gave it a shot with fetchmail, but didn't succeed there.
My configuration is: The RT Website should be found under
http://www.example.com, although i would like to have https instead, but
i
want to have it working first, before i am going to experiment with SSL.
Anybody got a list of packages i need besides the deps, i can fix with
make
fixdeps?
Also, how to configure Apache Server? I do not want to have it in a
subdirectory like http://example.com/rt
The standard RT documentation in web_deployment.pod describes how to
put it at example.com.
Perhaps someone could push me in the right direction, please? Tried to
find
a complete, and also uptodate installation documentation for Ubuntu 10.04
but haven't found something real helpful.
-kevin
Any idea how to get mailgate running? The Mails are not bounced, but i
receive every 5hrs a mail delayed email.
Thanks for help!
Best
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[rt-users] Am a little bit lost with setup of RT
Have set up RT before, but i am missing my installation documentation; nowhere to be seen. I have RT up and running on IP adress and Port 8080 with the RT Server. What doesn't work at all is the Mailinterface. He says, he sends mails, but they never arrive, also, Mails i send to RT won't arrive, so i assume there is a problem on that side. I am wondering about the settings for Postfix: rt: |/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://example.com; rt-comment: |/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://example.com; I gave it a shot with fetchmail, but didn't succeed there. My configuration is: The RT Website should be found under http://www.example.com, although i would like to have https instead, but i want to have it working first, before i am going to experiment with SSL. Anybody got a list of packages i need besides the deps, i can fix with make fixdeps? Also, how to configure Apache Server? I do not want to have it in a subdirectory like http://example.com/rt Perhaps someone could push me in the right direction, please? Tried to find a complete, and also uptodate installation documentation for Ubuntu 10.04 but haven't found something real helpful. Thank you all for help. Best j_m -- View this message in context: http://old.nabble.com/Am-a-little-bit-lost-with-setup-of-RT-tp33676210p33676210.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] merge users(?)
Someone, please? TIA w_e who else wrote: Well, it seems it works. BUT: I worked it out this way: There is a scrip that can do this: http://wiki.bestpractical.com/view/AddRequestor You create a custom user field called othermail and populate it with the people you want to get the email. All, the other IBMers will be added as requestors whenever one of them requests. We've done this for some supervisors who want to keep an eye on all calls made by their staff. Unfortunately this only works for ONE additional othermail but not two. It only accepts the first emailadress. Anybody out here, to point me in the right direction please, am not a programmer, so i'd appreciate your help. Thank you very much. w_e PS: Besides this it works like a charm ;-) -- View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28414178.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] merge users(?)
Well, it seems it works. BUT: I worked it out this way: There is a scrip that can do this: http://wiki.bestpractical.com/view/AddRequestor You create a custom user field called othermail and populate it with the people you want to get the email. All, the other IBMers will be added as requestors whenever one of them requests. We've done this for some supervisors who want to keep an eye on all calls made by their staff. Unfortunately this only works for ONE additional othermail but not two. It only accepts the first emailadress. Anybody out here, to point me in the right direction please, am not a programmer, so i'd appreciate your help. Thank you very much. w_e PS: Besides this it works like a charm ;-) -- View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28364420.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] merge users(?)
Kevin Falcone-2 wrote: On Tue, Apr 06, 2010 at 10:06:38PM -0700, who else wrote: Hi, yes, i did, i gave the see/modify right to every staff member and also to every group. But this didn't work. It doesn't matter at all, which rights the user/group has, i can only see the headline (custom fields) and nothing below. Like there isn't any custom field... ;-( Please correct me, if i am incorrect: The staff members need the right to See and to Modify the customfield. This is, what i have done. Whether i give the rights to the group and/or to the user doesn't matter. Is there any other setting, where i can make sure, that custom fields are being shown? Sounds like you didn't Apply the custom fields (either to a queue from the Custom Field editing page or Globally from Global - Custom Fields) -kevin Thank you, this did the trick. I didn't realize, i would have to set the field to global as well. Best w_e -- View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28167750.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] merge users(?)
Hi, i am wondering whether the extension merge users will do what i need it to do... :-) Let's say, i have 15 users which are from ibm.com, and i want them to share the bugs they are going to submit, so each of them knows, which bugs have already submitted, so they do not send them in twice or more. Will this be the solution for this or is there another solution? I didn't catch the idea of canonicalize email either, the posts i found here are more like that the domainpart of the emailaddress is different, not the user. So any insight will be truly appreciated. I assume, this is something, some of you might have already solved, i hope ... Thanks for sharing w_e RT 3.8.2, RTFM 2.4.1 -- View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28151060.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] merge users(?)
Hi, thank you very much, i did everything as it was documented in the link you quoted. Unfortunately, not a single user could see/modify this custom field, although i tried every possible right for group/user etc, but this didn't work out at all. I can only see the heading (custom field) but not the field either, and i gave the user the right to see and modify this field. Even the root user couldn't see this field... :-( Any help is truly appreciated. Thank you. w_e ps: i feel, that the RT book is a little bit outdated on this one... Michael Ellis-5 wrote: There is a scrip that can do this: http://wiki.bestpractical.com/view/AddRequestor You create a custom user field called othermail and populate it with the people you want to get the email. All, the other IBMers will be added as requestors whenever one of them requests. We've done this for some supervisors who want to keep an eye on all calls made by their staff. -Mike who else wrote: Hi, i am wondering whether the extension merge users will do what i need it to do... :-) Let's say, i have 15 users which are from ibm.com, and i want them to share the bugs they are going to submit, so each of them knows, which bugs have already submitted, so they do not send them in twice or more. Will this be the solution for this or is there another solution? I didn't catch the idea of canonicalize email either, the posts i found here are more like that the domainpart of the emailaddress is different, not the user. So any insight will be truly appreciated. I assume, this is something, some of you might have already solved, i hope ... Thanks for sharing w_e RT 3.8.2, RTFM 2.4.1 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28154725.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] merge users(?)
Hi, yes, i did, i gave the see/modify right to every staff member and also to every group. But this didn't work. It doesn't matter at all, which rights the user/group has, i can only see the headline (custom fields) and nothing below. Like there isn't any custom field... ;-( Please correct me, if i am incorrect: The staff members need the right to See and to Modify the customfield. This is, what i have done. Whether i give the rights to the group and/or to the user doesn't matter. Is there any other setting, where i can make sure, that custom fields are being shown? RT3.8.2, RTFM 2.4.1 Thanks w_e Potla, Ashish Bassaliel wrote: Hi, Have you given ModifyCustomfield right for requestor (or Everyone for that matter) in the GroupRights page of the Customfield? -Ashish -- View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28160576.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Groups and Ticketsharing
After surfing around quite some time and reading a bunch of, somtimes very old, posts, i'd like to ask you about the basic concepts of groups. I am still looking into giving all users from *.example.com the right to see all tickets created for this company. I understand, that you cannot add unprivileged users to groups, although there might have been a groupservice extension back for RT 2, but i didn't find any information, whether it is compatible to our 3.8.2, which is currently running fine on our debian system. Another concept discussed was to work on the search feature, so it shows all tickets being created by any...@example.com, also involving to remove SelfModify right, so one cannot change the given emailaddress to prevent sneaking at other companies tickets. Since i am not a programmer, i am looking for a nice and easy way, to get this done. I assume, that a lot of other companies also need to do this; so i am wondering how you tackled this approach. Shouldn't be that big deal, and i think, this is a quite common requirement. To put it straight: How can i get users from the same company getting informed about any ticket created in any queue, they are member of( having queue 1, 2, 3, and user 4 is member of 1, 2, 3; user 5 is member of 1, 2 and user 6 is member of 1 and 3, user 5 mustn't see 3 and user 6 mustn't see 2) Thanks for help, am looking into it for quite a while, perhaps someone can point me in the right direction? w_e -- View this message in context: http://old.nabble.com/Groups-and-Ticketsharing-tp27319017p27319017.html Sent from the Request Tracker - User mailing list archive at Nabble.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] multiple contacts on one ticket
Hi, i remember, having asked this one some time ago, but in the meanwhile it is pressing more on us: We have various companies, having more than one contact. They send tickets in and it would be great, if all of a company can also read tickets, others provided. So we won't get in tickets twice or even more often. Any chance, to show the same tickets to another contact, if the other contact's email is from the same domain? Thanks for help. Best w_e -- View this message in context: http://old.nabble.com/multiple-contacts-on-one-ticket-tp26605814p26605814.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Error on including RTFM Article in Answer to Ticket
I'd like to bring up this apparently old one, because someone got me on the right track, although he isn't on this list. So i'll share, what he said, and finally got me out of this mess: Wanted to let you know I found what your problem is in your RTFM article attachment. I was having the same issue and finally saw our problem based on yours. The issue is something to do with the way it parses the organization name in your RT_SiteConfig.pm if there is a space in that name RTFM doesn't know how to handle it. Yours apparently ends in IT, mine ended in Inc. I just changed my organization name to not have spaces and it worked like a charm. It would be good if you go ahead and respond to your initial rt-users post with the solution so anyone else who experiences the problem can find the solution. I would but I've never joined the list. Hope this helps you as it did me. In fact, this was indeed the problem, so now it works and perhaps you'll find this, if you run in this problem. Best w_e who else wrote: Hi there, after reading the chapter about custom fields in RT Essentials i thought, setting rights on the custom field, like this: everybody show custom field privileged show custom field privileged edit custom field could do the trick, but no way, the error won't go away.:-( Best w_e who else wrote: Hi all, am a newbie with RT and RTFM, but got it up and running for two days now. I figured out a lot of things myself, and besides buying RT Essentials, which will amazon will ship today, and checking out various options in RT, i got a weird Errormessage, where neither Uncle Google finds anything nor Auntie Searchbutton here in the list archives. So, the error message is: Can't call method Id on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. What happened before: I configured RTFM, created two classes and a bunch of topics, as well as a wikitext entry user defined field, to be able to enter the long version of the summary. Then i entered some articles to check out the article integration in RT I opened a new ticket and clicked on answer. Then i selected an Entry of RTFM to be included in the answer. Which was shown in the text editor after i made changes to another field and hit the Enterkey. I selected the entry by popuplist, by entering the article number i got the same errormessage Then i clicked on the Update Button and was presented with the error message above. I don't claim that my workflow is correct :-), but i was wondering about this error message. Since no search yielded in any information i hope someone here has an idea about this. RT 3.8.2 (and RTFM 2.4.2 i think it is, latest version) is running on Apache/2.2.3 (Debian) PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8 My apache error.log says something like this: [warning]: Could not determine a URI scheme for IT/article/3 (/opt/rt3/bin/../lib/RT/URI.pm:139) (in fact i wanted to include article #3 in the email) Everything else is seems to run smooth enough, no hiccups whatsoever, currently :-) It might be a configuration issue, but i haven't any clue, where to check this out. So, if you got a chance to let me know, where i will have to dig deeper into, i'd be glad. I wouldn't mind a pointer how to fix this either. Thank you for your time. Best w_e -- View this message in context: http://www.nabble.com/Error-on-including-RTFM-Article-in-Answer-to-Ticket-tp22247095p23197445.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Including RTFM Articles in Ticket; broken layout
bump_ :-) who else wrote: Hi all, i have the option of including a RTFM (RT 3.8.2 RTFM 2.4.2) article into the ticket, and three options to choose the article in question. Third option is to scroll down a list of all articles. Since this list contains not only the subject but also the summary, this will break the layout and the Go Buttons are out of reach, if you run a standard screen resolution; it's the same in FF, IE7, Iron, Safari. Is there any setting to limit this list to just the subject or any other option to shrink this? Thanks. w_e -- View this message in context: http://www.nabble.com/Including-RTFM-Articles-in-Ticket--broken-layout-tp22284809p22683700.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Is there a mailing list for AT?
Not i know of, was searching for it as well. As I am a newbie to RT and AT, i am keen to learn more about AT too, so i created a yahoo group. You can find it here: at-user-subscr...@yahoogroups.de Dont worry about the TLD; main conversation language is english :-) Of course it is still empty, because it was just created, but i invite everybody to participate. I hope i didn't break any mailing list/forum rule, if so, please let me know. Best w_e -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22354476.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Is there a mailing list for AT?
Hi Todd, thank you. Was wondering about the future of AT; i appreciate any help and insights into AT. Am currently working on a localisation as well. So thanks again. Best w_e Todd Chapman wrote: The list has been down for a while and I don't have time to maintain it. The code is hosted by Google. I fully support anyone who wants to run a list. On Thu, Mar 5, 2009 at 10:59 AM, who else bogey...@yahoo.com wrote: Not i know of, was searching for it as well. As I am a newbie to RT and AT, i am keen to learn more about AT too, so i created a yahoo group. You can find it here: at-user-subscr...@yahoogroups.de Dont worry about the TLD; main conversation language is english :-) Of course it is still empty, because it was just created, but i invite everybody to participate. I hope i didn't break any mailing list/forum rule, if so, please let me know. Best w_e -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22354476.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22356090.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Self service shows more queue's than it should
I tried a lot to get self service working like this: unpriv logs in and clicks on create ticket. User is presented with just the queue's he has access to, but he will see always all queue's, not just the three he is entitled to. ShowQueue has been globally set for just the groups, where this user is member of. I am pretty sure i am missing something, but after crawling through tons of setting pages in rt, i seem to be lost. If someone can show me the direction and lead me a bit back on the way, i'd really appreciate. Thanks! w_e -- View this message in context: http://www.nabble.com/Self-service-shows-more-queue%27s-than-it-should-tp22312158p22312158.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Self service shows more queue's than it should
Drew Barnes wrote: who else wrote: I tried a lot to get self service working like this: unpriv logs in and clicks on create ticket. User is presented with just the queue's he has access to, but he will see always all queue's, not just the three he is entitled to. ShowQueue has been globally set for just the groups, where this user is member of. If this was meant as I read it, you gave them a global ability to see queues which I believe means they can see all queues. I am pretty sure i am missing something, but after crawling through tons of setting pages in rt, i seem to be lost. If someone can show me the direction and lead me a bit back on the way, i'd really appreciate. Thanks! w_e Hmmm. i gave the member of the group global rights to see some groups, but not all. Now i revoked all that rights and gave each queue a groupright to view the according queue ie the queue audio is able to see the queue audio, and now it works as intended. Phee. Thank you for getting me back on track :-) w_e -- View this message in context: http://www.nabble.com/Self-service-shows-more-queue%27s-than-it-should-tp22312158p22313825.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Including RTFM Articles in Ticket; broken layout
Hi all, i have the option of including a RTFM (RT 3.8.2 RTFM 2.4.2) article into the ticket, and three options to choose the article in question. Third option is to scroll down a list of all articles. Since this list contains not only the subject but also the summary, this will break the layout and the Go Buttons are out of reach, if you run a standard screen resolution; it's the same in FF, IE7, Iron, Safari. Is there any setting to limit this list to just the subject or any other option to shrink this? Thanks. w_e -- View this message in context: http://www.nabble.com/Including-RTFM-Articles-in-Ticket--broken-layout-tp22284809p22284809.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Assettracker error message: Can't locate object method new via package RTx::AssetTracker::Types...
Hi Kevin, got the following error with 1.2.4b1 (RT 3.8.2, RTFM 2.4.2): Can't locate object method new via package RTx::AssetTracker::Types (perhaps you forgot to load RTx::AssetTracker::Types?) at /opt/rt3/share/html/AssetTracker/Admin/Types/index.html line 70. Haven't found anything with google, on the googlecode site or in this list... Can you point me in the right direction, please? Best w_e Kevin Phair wrote: who else wrote: Sounds like a plan :-) Which version of RTx-AssetTracker are you using? I can only find 1.2.3, not 1.2.4b1; anybody got a download link? You can grab it out of their subversion repo, something like: svn checkout http://asset-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1 at-1.2.4b1 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://www.nabble.com/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22285004.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Assettracker error message: Can't locate object method new via package RTx::AssetTracker::Types...
Update: Strange things happen: By reloading the browser the Assets-Option in the Menu might be there or dissappear. AT also creates new error messages like this: Creation of new Asset Type (i was able to create 5 or 6 of them before being presented with this) Can't locate object method new via package RTx::AssetTracker::Type (perhaps you forgot to load RTx::AssetTracker::Type?) at /opt/rt3/share/html/AssetTracker/Admin/Types/Modify.html line 87. Just entered a custom field for Asset Tracker, which has been saved, while i wanted to create another one, the Asset Entry vanished. RT then looks like AT wouldnt be there at all, no config options whatsoever. Am wondering, whether it will find the entries i made before again, if it will reappear. Ok, came back, entered another custom field, this worked out, after creating another one, Assets vanished again. Someone experiencing this behaviour as well? Thanks for help w_e -- View this message in context: http://www.nabble.com/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22286923.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more
After dealing a bit with RT and checking out quite a lot of posts in this list, i come up with my scenario which would suit me best, perhaps someone out there has done something similar: We need to do support for clients, which have usually more than one contact to communicate with us and more than one system. The systems use to be listed by name and a system id. I'd like to be able to enter assets for each company, showing on the contacts details and also in Ticket, i.e. contact mt sends a request, we'd like to add the information, that this was about System Asystem1, Type MC, Version 3.1, SysID 4567890 Not talking about the parts (and their serials), the system consists of. :-( Found this: http://www.nabble.com/RT-State-of-the-Onion--td8753466.html#a8754502, so we might not be the only one's. In our point of view, it would be enough, if i could enter a company and add the users to the company, which are working for them. If the user is switching company, i can add him to the new company. In this company data set i can create whatever custom field i need. There were also this post: http://www.nabble.com/Re%3A-RT-4-p10795726.html for putting something like this in RT4. Some ppl here on this list seem to fear, that RT would change into an CRM system, but i think, that it would good for the help desk monkey to be able to check, who called on behalf of a given system id before. This information should be identical for all contacts of the clients, because there tend to be more than one guy taking care of the same systems in one site. Would also be great, if we could attach files to the company. So if contact az sends a request for same system, but updated in the meanwhile to software release 3.5, i would like to update the info as well, but only once, of course. By surfing around, i found the RTx Assettracker, but the webpage seems to be down. Anybody out there, who is able to tell: - Is this project still alive? - Will this Rtx run under 3.8.2(found a v1.2.3 tarball)? - Will Assettracker help in accomplishing what i put together before? Or do i need something else? - Is assettracking on the to-do-list for 4.0, i saw in the RT4 thread several people mentioning it, but couldn't find out, whether someone @bestpractical did accept it as a feature for RT4. I understand, that multiple contacts in same company is a real problem currently, but i think, that there must be more companies out there, having the same problem. So anybody got a workflow for this? This is also a problem with custom fields, i can create custom fields for users etc., but would need to enter the same information twice or five times or even more, depending on how many ppl. the client wants to be created in RT. I am also currently looking in this Scrip Ruslan provided to group unpriv users, some time ago, this could help on the tickettracking issue. I also thought about creating a group for each company having more than one contact, but this seems to be no solution, which could be upgrade safe, because i would also clutter the database. And to come down to RTFM: 1. Any documentation about RTFM, which contains more information as the draft .pdf being available from wiki? 2. Am looking for a language file for RTFM/RT, if i search for .po files, i won't find anything, so someone there, who has a pointer for me? 3. When replying to tickets, there will be shown a popupmenu which contains the complete subject of the article. Unfortunately they are quite long , so you won't see the Go button anymore. So, would it be possible to limit the length of the subject line in this popup? Finally: If i create a new ticket, the client field has to be filled in with the emailadress of the client. As far as i know, this is a textentry box at creation time. I'd like to have a searchfield for the users and a go button, so the help desk monkey can enter it right away, not having to save it first and then edit it one more time to add the user. Thanks for your time, reading this quite long one. w_e PS: RT 3.8.2 (and RTFM 2.4.2 is running on Apache/2.2.3 (Debian) PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8 -- View this message in context: http://www.nabble.com/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22273450.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Error on including RTFM Article in Answer to Ticket
Hi there, after reading the chapter about custom fields in RT Essentials i thought, setting rights on the custom field, like this: everybody show custom field privileged show custom field privileged edit custom field could do the trick, but no way, the error won't go away.:-( Best w_e who else wrote: Hi all, am a newbie with RT and RTFM, but got it up and running for two days now. I figured out a lot of things myself, and besides buying RT Essentials, which will amazon will ship today, and checking out various options in RT, i got a weird Errormessage, where neither Uncle Google finds anything nor Auntie Searchbutton here in the list archives. So, the error message is: Can't call method Id on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. What happened before: I configured RTFM, created two classes and a bunch of topics, as well as a wikitext entry user defined field, to be able to enter the long version of the summary. Then i entered some articles to check out the article integration in RT I opened a new ticket and clicked on answer. Then i selected an Entry of RTFM to be included in the answer. Which was shown in the text editor after i made changes to another field and hit the Enterkey. I selected the entry by popuplist, by entering the article number i got the same errormessage Then i clicked on the Update Button and was presented with the error message above. I don't claim that my workflow is correct :-), but i was wondering about this error message. Since no search yielded in any information i hope someone here has an idea about this. RT 3.8.2 (and RTFM 2.4.2 i think it is, latest version) is running on Apache/2.2.3 (Debian) PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8 My apache error.log says something like this: [warning]: Could not determine a URI scheme for IT/article/3 (/opt/rt3/bin/../lib/RT/URI.pm:139) (in fact i wanted to include article #3 in the email) Everything else is seems to run smooth enough, no hiccups whatsoever, currently :-) It might be a configuration issue, but i haven't any clue, where to check this out. So, if you got a chance to let me know, where i will have to dig deeper into, i'd be glad. I wouldn't mind a pointer how to fix this either. Thank you for your time. Best w_e -- View this message in context: http://www.nabble.com/Error-on-including-RTFM-Article-in-Answer-to-Ticket-tp22247095p22273535.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more
Hi, Kenneth Marshall-3 wrote: In the same vein, you can use the RTx-AssetTracker to group the same information using Asset custom fields and attach the asset to the ticket(s) in question. We are working on doing this with users machines, sofware and other types of assets. You can create different asset type to group similar informations. Cheers, Ken Sounds like a plan :-) Which version of RTx-AssetTracker are you using? I can only find 1.2.3, not 1.2.4b1; anybody got a download link? If you got a workflow for this, i'd be interested to learn more, since i am a newbie with RT; and try to get too much in too short time into my head :-) Thanks for help! w_e -- View this message in context: http://www.nabble.com/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22275144.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Asset tracking, multiple Contacts in same company, Custom fields, RTFM and more
Hi Ken, thank you for your answer Kevin Phair wrote: For the above idea, you can try this: http://code.google.com/p/asset-tracker-4rt/wiki/HowToLinkTicketToAssetScrip In theory, you add a ticket custom field, and the user can then just stick in the name of an asset and the ticket will be linked to that asset. So far it isn't actually working for me, but I haven't played with it yet to see why not. Asset Tracker does appear to be alive, you can take a look around http://code.google.com/p/asset-tracker-4rt/. It does appear to work under the latest release of RT. You may want to grab the 1.2.4b1 version for the bug fixes it has. Would also be great, if we could attach files to the company. I've been hoping to use RTFM for this, but haven't actually tested out my plan. For now, the plan is to create a 'class' in RTFM for each company, and then upload files into one or more articles. I understand, that multiple contacts in same company is a real problem currently, but i think, that there must be more companies out there, having the same problem. So anybody got a workflow for this? Is there any reason that 'groups' will not work for this? I'm looking into replacing our in-house ticket-system/client database/kitchen-sink system with an RT-based setup. My preliminary plan is to dump all clients and their related users and use the rt tool to create corresponding groups with their users, after creating the custom fields necessary to match to the current set of data we have for each user. Is there a reason that this will not work well in RT? We intend to use RTFM as Knowledgebase; and concerning groups, i will have to dig deeper into it; i am glad, that RT is up and running, clients are able to enter/send tickets, we are able to work on them, that's cool enough, although RTFM needs a bit more tweaking, but it is less documented than RT itself. We also have several different databases and information systems and we want to have everything concerning tech support, assets like systems, machines etc. in one system, instead of having them to lookup emails in CRM or ERP or whatsoever. We will have somewhen an integration with our ERP, so we can check several tickets in ERP and get the according invoice out of the door :-) But we need to move forward with RT first, because clients keep calling all day ... Will talk to our techies tomorrow but first of all, get RTx::AT installed to check out. Best w_e PS: btw, any other extensions i should be aware of, which might help to accomplish the task? -- View this message in context: http://www.nabble.com/Asset-tracking%2C-multiple-Contacts-in-same-company%2C-Custom-fields%2C-RTFM-and-more-tp22273450p22276103.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error on including RTFM Article in Answer to Ticket
Hi all, am a newbie with RT and RTFM, but got it up and running for two days now. I figured out a lot of things myself, and besides buying RT Essentials, which will amazon will ship today, and checking out various options in RT, i got a weird Errormessage, where neither Uncle Google finds anything nor Auntie Searchbutton here in the list archives. So, the error message is: Can't call method Id on an undefined value at /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. What happened before: I configured RTFM, created two classes and a bunch of topics, as well as a wikitext entry user defined field, to be able to enter the long version of the summary. Then i entered some articles to check out the article integration in RT I opened a new ticket and clicked on answer. Then i selected an Entry of RTFM to be included in the answer. Which was shown in the text editor after i made changes to another field and hit the Enterkey. I selected the entry by popuplist, by entering the article number i got the same errormessage Then i clicked on the Update Button and was presented with the error message above. I don't claim that my workflow is correct :-), but i was wondering about this error message. Since no search yielded in any information i hope someone here has an idea about this. RT 3.8.2 (and RTFM 2.4.2 i think it is, latest version) is running on Apache/2.2.3 (Debian) PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8 My apache error.log says something like this: [warning]: Could not determine a URI scheme for IT/article/3 (/opt/rt3/bin/../lib/RT/URI.pm:139) (in fact i wanted to include article #3 in the email) Everything else is seems to run smooth enough, no hiccups whatsoever, currently :-) It might be a configuration issue, but i haven't any clue, where to check this out. So, if you got a chance to let me know, where i will have to dig deeper into, i'd be glad. I wouldn't mind a pointer how to fix this either. Thank you for your time. Best w_e -- View this message in context: http://www.nabble.com/Error-on-including-RTFM-Article-in-Answer-to-Ticket-tp22247095p22247095.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
