[rt-users] Make Starts field in Ticket Display updatedable like Last Content(Told)
RT Version: 3.6.5
Hi,
I am trying to make the Starts date field updatable using a hyperlink
like the Last Content field to set the time value to now, this is in the
default Ticket Display screen Display.html.
I have updated the rt3/share/html/Ticket/Elements/ShowDates file to
include the hyperlink
tr
td class=label date startsa href=% $RT::WebPath
%/Ticket/Display.html?id=% $Ticket-id
%Action=SetStarts|/lStarts//a:/td
td class=value date starts% $Ticket-StartsObj-AsString
%/td
/tr
I have also updated the rt3/share/html/Ticket/Display.html file to
allow the action to pass
if (defined $ARGS{'Action'}) {
if ($ARGS{'Action'} =~ /^(Steal|Kill|Take|SetTold|SetStarts)$/)
{
my $action = $1;
my ($res, $msg)=$TicketObj-$action();
push(@Actions, $msg);
}
}
The link is now a hyperlink and I can click it however the output is
Starts changed from Not set to Not set, I have done the same for the
Started field and it works fine as you would expect I'm not sure why the
SetStarts is not working as the SetTold and SetStarted are.
Any help would be greatly appreciated.
Regards
Dave
[rt-users] Add Priority Field to Update.html
RT Version: 3.6 Hi all, What I am trying to do is add a priority field to the Update.html so users can change priority of a ticket on comment and replies. I have had a go at getting this working but can't get the priority field to update when the comment/reply is saved, I think I'm missing something in Display.html. Has anyone had any experience in this and can point me in the right direction. Many Thanks Dax
[rt-users] Default Search Format per queue
Hi, Simple question but couldn't find a definitive answer. RT Version 3.6.5 Is it possible to have a different Results page per queue when using QuickSearch to select the queue results? i.e. clicking on the queue name in QuickSearch I know that the user has a default Search format and there is a system wide default search format but is there one per queue? If the answer to this is no, is there anyway I can have something displayed like the QuickSearch but with a modified list of saved searches? I don't want the results displayed on the homepage just the option to run the saved search i.e. a list of saved searches. Many Thanks Dave
Re: [rt-users] Default Search Format per queue
That is exactly what I thought but just wanted to check. Many Thanks, will have a look at SavedSearches homepage element. David Wells -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 06 April 2011 15:28 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Search Format per queue On Wed, Apr 06, 2011 at 11:04:27AM +0100, Dave Wells wrote: Is it possible to have a different Results page per queue when using QuickSearch to select the queue results? i.e. clicking on the queue name in QuickSearch Not without modifying code, it uses either the global or user specific search format on that link. I know that the user has a default Search format and there is a system wide default search format but is there one per queue? If the answer to this is no, is there anyway I can have something displayed like the QuickSearch but with a modified list of saved searches? I don't want the results displayed on the homepage just the option to run the saved search i.e. a list of saved searches. You might be able to backport the SavedSearches homepage element that I wrote to be part of 4.0 to run on 3.6 -kevin
[rt-users] Issue with Calendar after install of 3.8.7
Hi, I am testing at present migrating my system from RT 3.6.5 to 3.8.7. To fill you in on details I did this by: 1. Installing 3.8.7 on new RHEL 5 server 2. copying database from live system to Test system 3. running all the database and schema updates to test system. 4. migrating to ExternalAuth module to enable LDAP logons. 5. Moving across all local customizations of pages. In the process of testing the new test server I have come across an issue with the Calendar module. In the dates section of a ticket if I use the calendar link I get the following error: Can't locate object method new via package DateTime at /usr/lib/perl5/site_perl/5.8.8/Calendar/Simple.pm line 87. I have DateTime module installed and it is linked to the correct version of Perl. Wed Dec 16 14:58:26 2009: Module DateTime · installed into: /usr/lib/perl5/site_perl/5.8.8 · LINKTYPE: dynamic · VERSION: · EXE_FILES: Any help would be most appreciated Thanks Dax ___ 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] Setting Time Worked as Mandatory Field
Hi Guys,
I know this has been brought up a couple of times on the lists, but
can't find anything that seems to work for me.
What I am looking for is a way to stop tickets being resolved if there
is no time worked set.
I have seen a post where Richard Ellis stated that adding this to your
/path/to/rt3/local/html/Ticket/Update.html this would work exactly as I
would wish, however I am not entirely sure of how this file should be
formatted, I understand that the files in /local/ should append to those
in /share/:
if ($DefaultStatus eq 'resolved') {
# if we are resolving a ticket and there has been no time
submitted,
# do not allow the ticket to resolve. must check that SubmitTicket
is
# set, or we prevent the close page from loading and thus NO ticket
can
# be resolved.
if ((! defined($TicketObj-TimeWorked) or $TicketObj-TimeWorked ==
0) and
$ARGS{'UpdateTimeWorked'} = 0 and
exists $ARGS{'SubmitTicket'} ) {
Abort(You cannot resolve a ticket with zero time worked.
Please reselect the ticket and try again);
}
When I add this file and insert the above text by itself, when I try and
update a ticket it mearly prints the above code out on the webpage,
obviously I am missing some tags or code.
If someone could enlighten me that would be great.
Many Thanks.
Dave
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Re: [rt-users] Allow client to see their requested tickets
Thanks Roy, That's exactly what i am looking for =) -Original Message- From: Raed El-Hames [mailto:r...@vialtus.com] Sent: 02 April 2009 14:18 To: Dave Wells Subject: Re: [rt-users] Allow client to see their requested tickets Dave; The self service interface allows exactly that, Been running my rt for so many years I forgot what were the default rights , but if you give the global group Requestor the right to: ShowTicket ReplyToTicket ModifyTicket (if you want them to be able to change ticket status) then any unprivileged user with a password assigned can login to RT and be presented with a list if their tickets which they can reply/modify * Roy * http://www.vialtus.com/ This email is subject to: http://www.vialtus.com/disclaimer.html Dave Wells wrote: Hi, We have a requirement to allow our clients to have access to our ticketing system. We only want to allow them to see tickets that they are the requester for. We would also like them to have the ability to reply within their tickets. Its highly important that they obviously cant see any tickets that they are not the requester for. What would be the best way to go about this? Many Thanks Dave ___ 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
[rt-users] On Comment set to open
Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave ___ 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] On Comment set to open
Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave ___ 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] On Comment set to open
Hi, Nope this is purely a comment via the web interface. I have also removed the default script mentioned. The scripts I have set are as follows: Scrips which apply to all queues Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify AdminCcs with template ReplyToResolved Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify Ccs with template ReplyToResolved Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify Owner with template ReplyToResolved On a Reply(correspondance) to a resolved ticket set the status back to new On Reply to Resolved Ticket User Defined with template Blank For CC and BCC Field On Correspond Notify Other Recipients with template Correspondence for CC and BCC Field On Comment Notify Other Recipients with template Correspondence Queue Scrips On Resolve Notify Requestors with template Resolved On Resolve Notify AdminCcs with template Resolved On Resolve Notify Owner with template Resolved On Correspond Notify Requestors with template Correspondence On Create Notify Owner with template Admin Comment On Create Notify Requestors, Ccs and AdminCcs with template Admin Comment On Correspond Notify Owner with template Correspondence Thanks Dave -Original Message- From: Stephen Turner [mailto:stur...@mit.edu] Sent: 07 January 2009 15:31 To: Dave Wells; RT users Subject: Re: [rt-users] On Comment set to open On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells dave.we...@foreshore.net wrote: Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave Do you mean comment or reply? There's a global scrip installed by default that does this on reply: On Correspond Open Tickets with template Blank Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ 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] On Comment set to open
Thanks very much for the info, makes sense now. If I change html/Ticket/Update.html to set the status default to new, do you think this would cause any issues? -Original Message- From: Stephen Turner [mailto:stur...@mit.edu] Sent: 07 January 2009 15:56 To: Dave Wells; RT users Subject: Re: [rt-users] On Comment set to open On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells dave.we...@foreshore.net wrote: Hi, Nope this is purely a comment via the web interface. I have also removed the default script mentioned. This finally rang a bell - if you look at html/Ticket/Update.html you'll see code that sets the status drop down default to 'open' if the ticket status is 'new'. So when you submit a comment the status is updated. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ 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] Modify Rows per Box settings for all users
Hi, I have search through the archive and cannot seem to find an answer for how to set a default rows per box setting to all users I want to set it to 50 and not the default of 10. I know you can do this individually for each user in the Customise RT at a Glance section, however I have not given my users the ModifySelf right and don't want to have to give them this right so they can do this. Is there anyway to set the rows per box setting globally? Thanks Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment resolved ticket set back to new status
Hi Violetta, We have removed all global scripts on our queues a while ago. Thanks Dave -Original Message- From: Violetta Wawryk [mailto:[EMAIL PROTECTED] Sent: 10 October 2008 12:15 To: Dave Wells Cc: RT users Subject: Re: [rt-users] On Comment resolved ticket set back to new status Hi Dave, in my test-rt (3.6.1, which still has all the defaults configured) is a global scrip that says: On Correspond Open Tickets with template Blank are you sure you haven't got it? Regards Violetta On all of our queues when a ticket is in a resolved state and a user makes a comment on the ticket the status of the ticket is set back to new. We have no defined scrips for the Queues or in Global configuration that are set to do this. Is this a default action in RT if so is it possible to change this? Thanks Dave -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment resolved ticket set back to new status
Its ok found the problem. I was using the ReplyToResolved contribution on the RT wiki and it seems to fire on a comment as well as a correspond. I shall investigate. Thx Dave -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dave Wells Sent: 10 October 2008 14:21 To: Violetta Wawryk; RT users Subject: Re: [rt-users] On Comment resolved ticket set back to new status Hi Violetta, We have removed all global scripts on our queues a while ago. Thanks Dave -Original Message- From: Violetta Wawryk [mailto:[EMAIL PROTECTED] Sent: 10 October 2008 12:15 To: Dave Wells Cc: RT users Subject: Re: [rt-users] On Comment resolved ticket set back to new status Hi Dave, in my test-rt (3.6.1, which still has all the defaults configured) is a global scrip that says: On Correspond Open Tickets with template Blank are you sure you haven't got it? Regards Violetta On all of our queues when a ticket is in a resolved state and a user makes a comment on the ticket the status of the ticket is set back to new. We have no defined scrips for the Queues or in Global configuration that are set to do this. Is this a default action in RT if so is it possible to change this? Thanks Dave -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] On Comment resolved ticket set back to new status
Hi Guys, On all of our queues when a ticket is in a resolved state and a user makes a comment on the ticket the status of the ticket is set back to new. We have no defined scrips for the Queues or in Global configuration that are set to do this. Is this a default action in RT if so is it possible to change this? Thanks Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Calling an external script from Scrip Actions
Hi Guys, This may be very simple, Is it possible to call an external script located on the system from a Custom scrip i.e. from the Custom action preparation code or Custom action cleanup code? Thanks Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Dynamic Signatures
Hi Guys, I am running RT 3.6.4 and I have a very simple question. Is it possible to supply dynamic content in an users signature? i.e. we want to be able to put a link to a website in the users signature that will link to a page that creates a feedback response and we want to be able to include the relevant ticket number in the signature as in: We value your opinion and we would like to hear about your experience with our Support department. Please click here to submit feedback on this support ticket. Where here would be something like http://www.website.com/ticketfeedback?id=123456 (where 123456 would be the number of the RT ticket)? Any help would be greatly appreciated. *** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to [EMAIL PROTECTED] inline: 108092515421410301.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Using rt-crontool to send Timed Notifications
Hi, We are using rt-crontool to send timed notifications based on different criteria either to owners of tickets or queue groups after a period of inactivity in some form. The way we do this is to use RT::Action::RecordComment http://wiki.bestpractical.com/view/RecordComment as the action of rt-crontool to add a comment to the ticket using a template and also email the owner or queue group. However I have been asked if there is any way that everything can run as before with mails being sent to owner/queue group but without the comment on the ticket being added. I have attempted using SendEmail or Notify as the action for rt-crontool but it does not seem to work at all. Does anyone know where i am going wrong or is there a better way to do this? Thanks Dave *** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to [EMAIL PROTECTED] inline: 108081808582501801.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] FW: Using rt-crontool to send Timed Notifications
From: Dave Wells Sent: 18 August 2008 16:02 To: 'Jerrad Pierce' Subject: RE: [rt-users] Using rt-crontool to send Timed Notifications The issue is that we are looking to make our RT installation client facing. Therefore we do not really want comments about slow responses or actions being left on the ticket. From: Jerrad Pierce [mailto:[EMAIL PROTECTED] Sent: 18 August 2008 15:31 To: Dave Wells Cc: RT users Subject: Re: [rt-users] Using rt-crontool to send Timed Notifications However I have been asked if there is any way that everything can run as before with mails being sent to owner/queue group but without the comment on the ticket being added. I have attempted using SendEmail or Notify as the action for rt-crontool but it does not seem to work at all. This seems antithetical to the design of RT. It's meant to log all transactions. -- Cambridge Energy Alliance: Save money the planet *** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to [EMAIL PROTECTED] inline: 108081816113601701.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Using rt-crontool to send Timed Notifications
Umm I didnt know that can you stop specific users or groups from seeing comments. How do you do that? cause it sounds perfect. From: Jerrad Pierce [mailto:[EMAIL PROTECTED] Sent: 18 August 2008 16:12 To: Dave Wells Subject: Re: [rt-users] Using rt-crontool to send Timed Notifications On Mon, Aug 18, 2008 at 11:01, Dave Wells [EMAIL PROTECTED] wrote: The issue is that we are looking to make our RT installation client facing. Therefore we do not really want comments about slow responses or actions being left on the ticket. Are you confusing comments and correspondence? You can control access to comments with ACLs, and the public should indeed never see comments. -- Cambridge Energy Alliance: Save money the planet *** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to [EMAIL PROTECTED] inline: 108081816135403001.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FW: Using rt-crontool to send Timed Notifications
It's obvious when its pointed out to you isn't it =) Thanks for the help From: Jerrad Pierce [mailto:[EMAIL PROTECTED] Sent: 18 August 2008 16:16 To: Dave Wells Subject: Re: [rt-users] FW: Using rt-crontool to send Timed Notifications The issue is that we are looking to make our RT installation client facing. Therefore we do not really want comments about slow responses or actions being left on the ticket. Are you confusing comments and correspondence? You can control access to comments with ACLs, and the public should indeed never see comments. Umm I didnt know that can you stop specific users or groups from seeing comments. How do you do that? cause it sounds perfect. The rights are CommentOn and ShowTicketComments P.S. You're funky HTML formatted message makes for some awkward editing. -- Cambridge Energy Alliance: Save money the planet *** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to [EMAIL PROTECTED] inline: 108081816491702201.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] No Bounce message with a permission denied error
Hi, We recently began experiencing a strange issue, if an external user replies to a ticket and he is not the requester, a watcher or associated with the ticket in anyway he should get a permission denied bounce message because we only allow replyToTicket from the Requester. However recently the user is not getting this bounce message the content is not added to the the ticket and the users does not know it has bounced so it is like the email simply disappears. I have included the rt debug output from when this mail arrives [Thu Aug 23 10:02:14 2007] [debug]: Converting 'WINDOWS-1252' to 'utf-8' for text/plain - RE: [foreshore.net #85556] [Comment] Test - do not delete (/usr/local/rt3/lib/RT/I18N.pm:221) [Thu Aug 23 10:02:14 2007] [debug]: Found a ticket ID. It's 85556 (/usr/local/rt3/lib/RT/Interface/Email.pm:477) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::CanonicalizeEmailAddress : called with [EMAIL PROTECTED] by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218 (/usr/local/rt3/local/lib/RT/User_Local.pm:326) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter [EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter [EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter [EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mail=smtp:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailRoutingAddress=smtp:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailAlternateAddress=smtp:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mail=SMTP:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailRoutingAddress=SMTP:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailAlternateAddress=SMTP:[EMAIL PROTECTED] by RT::User
[rt-users] No Bounce message with a permission denied error
Hi, We recently began experiencing a strange issue, if an external user replies to a ticket and he is not the requester, a watcher or associated with the ticket in anyway he should get a permission denied bounce message because we only allow replyToTicket from the Requester. However recently the user is not getting this bounce message the content is not added to the the ticket and the users does not know it has bounced so it is like the email simply disappears. I have included the rt debug output from when this mail arrives [Thu Aug 23 10:02:14 2007] [debug]: Converting 'WINDOWS-1252' to 'utf-8' for text/plain - RE: [foreshore.net #85556] [Comment] Test - do not delete (/usr/local/rt3/lib/RT/I18N.pm:221) [Thu Aug 23 10:02:14 2007] [debug]: Found a ticket ID. It's 85556 (/usr/local/rt3/lib/RT/Interface/Email.pm:477) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::CanonicalizeEmailAddress : called with [EMAIL PROTECTED] by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218 (/usr/local/rt3/local/lib/RT/User_Local.pm:326) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter [EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter [EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter [EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mail=smtp:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailRoutingAddress=smtp:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailAlternateAddress=smtp:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mail=SMTP:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailRoutingAddress=SMTP:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailAlternateAddress=SMTP:[EMAIL PROTECTED] by RT::User
RE: [rt-users] [Rt-announce] RT 3.6.0 Released
Hi, I have tried carrying out the steps below, it does not seem to fix my issues a view source from my RT still shows: HTML HEAD TITLERT at a glance/TITLE link rel=shortcut icon href=/NoAuth/images//favicon.png type=image/png link rel=stylesheet href=/NoAuth/webrt.css type=text/css I have removed the Set($WebDefaultStylesheet, '3.5-default'); from the RT_Siteconfig.pm so that it is set by default by the RT_Config.pm, However if I modify this between 3.5-default and 3.4-compat it makes absolutely no difference to my web interface. Also the system configuration tool shows that the $WebDefaultStylesheet variable is being set correctly. Is there anything else I can try? Thanks Dave -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Drew Barnes Sent: 16 June 2006 18:31 To: Steve Palm Cc: rt-users@lists.bestpractical.com; Ruslan Zakirov Subject: Re: [rt-users] [Rt-announce] RT 3.6.0 Released 1. Stop apache. 2. rm -rf /path/to/rt/var/mason_data/obj/* 3. Start apache Steve Palm wrote: On Jun 16, 2006, at 12:21 PM, Ruslan Zakirov wrote: 1. Remove mason page. I'm sorry, I do not understand what you mean there. 2. Also open source of any page in browser, it must contain something like: link rel=stylesheet href=/NoAuth/css/3.5-default/main.css type=text/css media=all / link rel=stylesheet href=/NoAuth/css/print.css type=text/css media=print / I do not have those, only: link rel=stylesheet href=/NoAuth/webrt.css type=text/css This may be related to the mason page you reference above, but I do not know what/where to delete. Should the upgrade handle this? The main.css is several lines of @import statements when viewed in my browser. Steve - Steve Palm --- [EMAIL PROTECTED] Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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 3.6.0 Released
I have solved my problem I had some Local overlays in /rt3/local/html/. Deleted these and it solved my problem. Dave - Hi, I have tried carrying out the steps below, it does not seem to fix my issues a view source from my RT still shows: HTML HEAD TITLERT at a glance/TITLE link rel=shortcut icon href=/NoAuth/images//favicon.png type=image/png link rel=stylesheet href=/NoAuth/webrt.css type=text/css I have removed the Set($WebDefaultStylesheet, '3.5-default'); from the RT_Siteconfig.pm so that it is set by default by the RT_Config.pm, However if I modify this between 3.5-default and 3.4-compat it makes absolutely no difference to my web interface. Also the system configuration tool shows that the $WebDefaultStylesheet variable is being set correctly. Is there anything else I can try? Thanks Dave -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Drew Barnes Sent: 16 June 2006 18:31 To: Steve Palm Cc: rt-users@lists.bestpractical.com; Ruslan Zakirov Subject: Re: [rt-users] [Rt-announce] RT 3.6.0 Released 1. Stop apache. 2. rm -rf /path/to/rt/var/mason_data/obj/* 3. Start apache Steve Palm wrote: On Jun 16, 2006, at 12:21 PM, Ruslan Zakirov wrote: 1. Remove mason page. I'm sorry, I do not understand what you mean there. 2. Also open source of any page in browser, it must contain something like: link rel=stylesheet href=/NoAuth/css/3.5-default/main.css type=text/css media=all / link rel=stylesheet href=/NoAuth/css/print.css type=text/css media=print / I do not have those, only: link rel=stylesheet href=/NoAuth/webrt.css type=text/css This may be related to the mason page you reference above, but I do not know what/where to delete. Should the upgrade handle this? The main.css is several lines of @import statements when viewed in my browser. Steve - Steve Palm --- [EMAIL PROTECTED] Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Slow query results on search in content.
Hi, My users have been experiencing issues when they try and search on content in all Tickets. The problems they experience are a very long wait 30-40 mins for the results to appear or most often the page will just hang and go to a blank page. We have approx 45000 tickets in our database. I have done a little experimenting with the kind of queries they have been using as below: SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%catalog%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +-+ | COUNT(DISTINCT main.id) | +-+ | 244 | +-+ 1 row in set (3 min 57.46 sec) As you can see the mysql query is appearing to take a lil under 4 mins which is ok, however it does not seem to reflect this speed using the web browser. I also ran an Explain as below: explain SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%catalog%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +++---+-+-+- +---+-+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +++---+-+-+- +---+-+ | Attachments_2 | ALL| Attachments2 | NULL|NULL | NULL| 67372 | Using where | | Transactions_1 | eq_ref | PRIMARY,Transactions1 | PRIMARY | 4 | Attachments_2.TransactionId | 1 | Using where | | main | eq_ref | PRIMARY | PRIMARY | 4 | Transactions_1.ObjectId | 1 | Using where | +++---+-+-+- +---+-+ I think the indeices look right but I am NO mysql guru so not entriley sure. I shall include the main RT conf options below: Loaded perl modules Perl v5.8.7 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.9901; Apache::Request v1.33; Apache::Server v1.01; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; Apache::Status v2.03; Apache::Table v0.01; AutoLoader v5.60; B v1.09; base v2.07; Benchmark v1.07; bytes v1.02; Cache::Simple::TimedExpiry v0.23; Carp v1.04; CGI v3.10; CGI::Cookie v1.25; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.02; Class::ReturnValue v0.53; constant v1.05; Cwd v3.05; Data::Dumper v2.121_04; DBD::mysql v3.0002_1; DBI v1.48; DBIx::SearchBuilder v1.32; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.10; Encode::Alias v2.03; Encode::Config v2.00; Encode::Encoding v2.02; Errno v1.0901; Exception::Class v1.21; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.04; File::Path v1.07; File::Spec v3.05; File::Spec::Unix v1.5; File::Temp v0.16; FileHandle v2.01; HTML::Entities v1.29; HTML::Mason v1.3101; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.45; HTML::Scrubber v0.08; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.21; IO::File v1.11; IO::Handle v1.24; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.09; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00;
