Re: [rt-users] Constantly logging "Using w3m for HTML -> text conversion"

[Jesse Vincent]

On Sat, Jun 06, 2015 at 08:10:56PM -0700, Aaron C. de Bruyn wrote:
> I see this constantly in my logs:
> 
> [3624] [Thu Jun  4 22:10:03 2015] [info]: Using w3m for HTML -> text
> conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1855)
> 
> Every time I run a cron job, I get an e-mail back with this message as
> well.  It's getting a bit annoying as some cron jobs run every few
> minutes.
> 
> Any ideas how I get rid of it?  I'm not a fan of redirecting my cron
> jobs to /dev/null because sometimes there are legitimate error
> message... ;)

Come up to 4.2.11 from 4.2.10 (or turn down the logging verbosity of RT below 
info)

Re: [rt-users] REST 2.0 404

[Jesse Vincent]

On Thu, May 21, 2015 at 06:38:26PM -0700, Aaron C. de Bruyn wrote:
> Anyone?

The '2.0' REST interface is a work in progress and isn't yet part of RT. You'd 
probably be best off using the REST interface that ships as part of RT.

> If it's not, does anyone have suggestions for importing ~20,000
> tickets into the system along with ~250,000 'comments'?

In general, at that scale, I'd probably recommend working with the 
native perl interface.

-jesse

Re: [rt-users] Is setting up RT to create tickets via Gmail possible?

[Jesse Vincent]

On Fri, May 15, 2015 at 01:52:35PM -0700, hydn wrote:
> Hi all, this posts is 3 days in the making and I'm sure its probably a dumb
> question and hoping there's a easy clear answer someone can guide me to.
> 
> I have RT setup so that when new tickets are posted it now sends out email
> alerts to the ticket owner and also to those CC'd via a gmail account.
> 
> Got that working by using the following in Exim passwd config:
> gmail-smtp.l.google.com:rt.x...@gmail.com:password
> *.google.com:rt.x...@gmail.com:password
> smtp.gmail.com:rt.x...@gmail.com:password
> 
> ... However, when a reply is posted via email, how can the reply email be
> retrieved and posted back to RT?

What I did when configuring a flow like this recently was to set up my RT 
aliases in gmail as mailing lists that forward to addresses at @rt.example.com 
and then dealt with incoming mail like one usually does in RT.

For outgoing mail, I configured the local MTA on the RT server in AWS to treat 
GMail (GAFYD) as the smarthost. Then I went into the gmail admin panel and 
configured gmail to not freak out when it saw mail from the RT server as 
outbound mail. 

It "just worked" astonishingly well.

Re: [rt-users] Apache not fetching changes after Clearing Mason Cache

[Jesse Vincent]

On Fri, Oct 21, 2011 at 07:07:32PM -0500, Izz Abdullah wrote:
> Anybody?  I would greatly appreciate some help.  Acknowledgement from the bp 
> team would be nice on my inquiries.

Hi Izz,

rt-users is very much a community mailinglist. While my coworkers at Best
Practical try to take time out from their customer commitments to interact
on the list, I'm afraid that we _can't_ reply to every post to the list.
We're thrilled to give away RT, RTIR and the many other tools we build,
but commercial support contracts are how we earn our living.  We can't 
give away support too.

If you're interested in a guaranteed response from the team at Best Practical,
drop a note to sa...@bestpractical.com and we can help figure out which of
our support offerings might be a good fit for you.

Best,
Jesse




RT Training Sessions (http://bestpractical.com/services/training.html)
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Slowness with old browsers

[Jesse Vincent]

On Thu, Sep 08, 2011 at 01:21:51PM -0400, Josh Narins wrote:
> My company uses a lot of IE7.
> 
> Rendering times for pages are much slower with RT4.0.2 than with RT3.8.8, 
> which we were using last week.

Just at a guess, you're running into issues around the corner rounding many 
people very much wanted.
If you have a look through the list archives, you should find a discussion of 
how to disable the IE-specific corner rounding workaround as a first thing to 
test.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] How to change footer note in RT Web pages.

[Jesse Vincent]

On Wed, Sep 07, 2011 at 12:13:07PM -0700, izzabdullah 
  wrote:
> Jesse Vincent wrote:
> > 
> > Please don't remove the product's copyright message.
> 
> Isn't this, in essence, violating the GNU GPL which is also in the footer? 
> I was able to directly edit the Footer file in this location on our
> installation:

Hi Izz,

You are correct that at a technical level, an unscrupulous user has the
capability to remove RT's copyright notice.  I politely asked the user
not to do so.

The Free Software Foundation does publish guidance about the GPL.
As far as I can tell, the FSF agree with you 100% -- They consider removing
the copyright notice from a product to be a license violation:

 http://www.gnu.org/licenses/old-licenses/gpl-2.0-faq.html#IWantCredit

Best,

Jesse Vincent
Best Practical

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] When will we see RTIR for RT 4.x

[Jesse Vincent]

On Aug 1, 2011, at 10:12 AM, Alex Young wrote:

> As it’s now been a while since RT4 was released I was wondering when we would 
> see a release of RTIR that will be compatible with RT4, as the RTIR product 
> page hasn’t been updated and it’s been very quiet on the list about it. We 
> are waiting for a RTIR release before updating to RT4.
>  
> Thanks.
>  

I accidentally sent this reply only to Alex earlier:

We're hard at work on it.  We prioritize our own internal development work
based on what we hear from our customers.  We're taking the opportunity
to clean and refine a huge chunk of the RTIR internals. With Lifecyles
and IP Address custom fields becoming core RT features in RT4, we're
able to simplify RTIR, which means that it will be easier to maintain,
customize and extend going forward.

If RTIR on RT4 is a priority for you folks and sponsorship (either in
the form of development work or a support contract) is an option, I'd
be thrilled to chat about how that might work off-list.




2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] 4.0.1RC2 upgrade errors from 3.8.7

[Jesse Vincent]

On Thu, Jun 16, 2011 at 09:39:35PM -0400, John D Groenveld wrote:
> In message <20110617011915.gl...@jibsheet.com>, Kevin Falcone writes:
> >Can you show \d on acl and acl_id_seq
> 
> When did the sequence for ACL.ID rename from ACL_SEQ to
> ACL_ID_SEQ?

Looking through project history, I can't find a time when we had a
sequence named ACL_SEQ for the Postgres port of RT. What can you tell us
about the lineage of this database?

Re: [rt-users] Send email from within RT

[Jesse Vincent]

On Tue, May 24, 2011 at 09:29:32AM -0700, Yan Seiner wrote:
> 
> On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote:
> >
> >
> >
> > On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote:
> >> We often find ourselves in a position where we need to send email to
> >> peopl
> >> who are not necessarily CCs or AdminCC.  Typically this might be outside
> >> parties who review a project we're tracking.
> >>
> >
> > I'd recommend using a comment and filling in the one-time-cc field.
> 
> 
> OK, that makes sense.  Is there some way to get autocomplete or a
> click-fill for the email addresses?  Or, better yet, to get Outlook
> address book access from RT?

Yes. What version of RT are you running?

Re: [rt-users] Send email from within RT

[Jesse Vincent]

On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote:
> We often find ourselves in a position where we need to send email to peopl
> who are not necessarily CCs or AdminCC.  Typically this might be outside
> parties who review a project we're tracking.
> 

I'd recommend using a comment and filling in the one-time-cc field.

-j

Re: [rt-users] Error with ModifyUsers.html after upgrade from 3.8.7 to 4.0.0

[Jesse Vincent]

On Mon, May 23, 2011 at 11:33:34AM -0400, Paul Riddle wrote:
> Hi,
> 
> At UMBC, we recently upgraded our development RT instance from 3.8.7
> to 4.0.0.  The upgrade went smoothly, but now when we open any
> ticket and click on the "People" tab, we are getting the following
> error:

Paul,

Thanks for the report. This isn't something I've seen before.

Did you install RT4 on top of your RT3 instance? At a first guess, this 
could be mixing code from an RT3 customization or extension. 

-Jesse

Re: [rt-users] [RT] Message Threading

[Jesse Vincent]

> Surely something can be done to make working via email more seamless;
> the request tracker should just be a third-party recording the
> discussion (and only spoofing messages sent explicitly via its
> interface).

A couple things to note:

perlbug is running an RT that's two major releases out of date.
perlbug has a custom layer of extra magic to integrate with perl5-porters 
that's 
entirely unrelated to what RT does out of the box.  

All that is to say, I'd love to discuss how RT 4.0 does threading and how
we can make it better. How perlbug does it is wildly off-topic here. ;)


Best,
Jesse

Re: [rt-users] RT 3.8.9 -> 4.0.0 upgrade

[Jesse Vincent]

> I'm still really not seeing anything in the logs except the timeout
> itself:
> 
> ===
> May  2 08:28:25 X.XX.XXX fcgi-pm[10038]: [warn] FastCGI: server
> "/usr/share/rt4/sbin/rt-server.fcgi" has failed to remain running for 30
> seconds given 3 attempts, its restart interval has been backed off to
> 600 seconds

If that was in your original message, I missed it. But that's your smoking gun.

What happens if you run /usr/share/rt4/sbin/rt-server.fcgi by hand as the user 
apache runs as?

As a guess, have you run rt-server as root causing var/mason_data to be 
unwritable by nobody/apache?

Re: [rt-users] RT 3.8.9 -> 4.0.0 upgrade

[Jesse Vincent]

On Fri, Apr 29, 2011 at 01:36:15PM -0700, Ross Lawrie wrote:
> Hi,
> 
> I'm having some problems getting my installation upgraded to 4.0.0.
> 
> The 'configure' and 'make upgrade' both seem to run fine, no issues.
> I've set it to build in a new folder from 3.8.9 - the previous version
> is in /usr/share/rt3, and the new one is to be in /usr/share/rt4.
> 
> The database upgrade appears to go well apart from some noise about RTFM
> which I think is okay?:

We should have that one fixed in 4.0.1, though I think you're ok there.
> I've adjusted my Apache configuration to use the new folder, and the
> rt-server.fcgi:

There's a lot of ...extra stuff in your apache config. Can you try with the 
default config in docs/web_deployment.pod

> I've copied (and where necessary adjusted) the RT_SiteConfig.pm from the
> 3.8.9 installation to the 4.0.0 installation. I'm uncertain from the
> documentation as to whether /usr/share/rt4/sbin/rt-server needs to be
> started or not? I've tried both with it started and without. 

Which docs suggest you need to run rt-server by hand if you're using
the fastcgi handler?  I'd like to get them clarified.  You should not 
need to do that.


> When I start Apache and try to visit the site, the page just sits and
> tries to load, but nothing ever does load. Within the logs I don't see
> anything - no entries in either the customlog or the errorlog.

So you're not seeing anything in the access log at all? That sort of
suggests that the problem isn't on the RT side.  

> --with-db-rt-pass=X

For next time, I'd recommend not sending your database password to the list ;)


Anyway, Give the "simpler" apache configuration a shot and we'll see how things 
go from there.



Best,
Jesse

Re: [rt-users] problems upgrading to 4.0.0 from 3.8.10

[Jesse Vincent]

On Fri 29.Apr'11 at  9:29:34 -0400, Daniel De Marco wrote:
> I forgot to mention: I'm using postgres and the db is the default rt4. I
> dumped the old rt3 and reimported it as rt4.
>

What version of Postgres are you running?

Re: [rt-users] RT and Vtiger integration redux

[Jesse Vincent]

Jay Ashworth  wrote:

>- Original Message -
>> From: "Chris Devers" 
>
>> (Better still, if RT4 can credibly be used as a CRM — customer
>> database, inventory of customer systems & configurations, that kind
>of
>> thing — then that would be even better.)
>
>I saw no evidence that RT4 had added anything that resembled a customer
>
>file, and -- given the *violent* antipathy on BestPractical's part to
>that
>idea, dating back to 3.2 -- I really didn't expect it.
>

I'm not quite sure what you're referring to. I'd love for RT to have the 
functionality.

Best,
Jesse


>Cheers,
>-- jra

-- 
Sent from my Android phone with Kaiten Mail. Please excuse my brevity.

Re: [rt-users] iCAL error on screen

[Jesse Vincent]

On Fri, Apr 15, 2011 at 09:52:03AM -0300, Luciano Silva wrote:
> 
> Hello,
> 
> I have RT  3.8.9(applied  the security patch to 3.8.10), Ubuntu server
> 10.04.
> 
> When a user click on iCAL sees this error on screen:
> 
> BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RT//
> VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Status =
> 'resolved' AND Q ueue = 'DRS' AND Subject LIKE 'Vistoria' AND Created >
> '2010-01-01' AND Re solved < '2011-01-01' X-WR-CALNAME;VALUE=TEXT:RT due
> dates END:VCALENDAR
> 
> All dependencies are solved, is there a fix for this? Is something wrong
> on datbase?

I'd bet that you have configured mod_perl to only run pages through RT's mason 
handler if their names end in .html.

-jesse
> 
> 
> Luciano
> 
> 

-- 

Re: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes

[Jesse Vincent]

> 
> Okay, but does removing the LOWER()'s make the product harder to use?
> In other words, when writing a Scrip that uses Type would it now be
> case sensitive? i.e. Were AdminCc and admincc both acceptable? Some
> of my most painful bug hunts were case-only related. Maybe the RT
> code already handles that. My two cents.


Those bits are internals and the API always drops the content into the
database in one specific way. If you have your own code that's touching
Type or Domain, you've already voided your warranty, so to speak.  The 
fact that there's case-smashing on that search is a straight-up bug.
 
> Ken

-- 

Re: [rt-users] RT 3.8.9 + PostgreSQL 8.4.7 - missing/bad indexes

[Jesse Vincent]

On Thu 14.Apr'11 at 15:26:33 +0200, Václav Ovsík wrote:
> Hi,
> because of horrible performance of spreadsheet export of tickets I found
> some badly created or missing indexes. I didn't investigate if other
> RDBMS schemas has the same problem.
> To discover problems I rewrote Results.tsv into command-line shape and
> run it with DBI_TRACE=2 finally. 
> 
> For every row of Tickets the following additional problematic queries are
> executed:
> 
> 
> 
> SELECT  * FROM Groups WHERE Instance = ? AND LOWER(Domain) = LOWER(?) AND 
> LOWER(Type) = LOWER(?)
> 
> e.g. one my bind params: 106431 'RT::Ticket-Role' 'Requestor'
> 
> rt=# EXPLAIN ANALYZE SELECT * FROM Groups WHERE Instance = 106431 AND 
> LOWER(Domain) = LOWER('RT::Ticket-Role') AND LOWER(Type) = LOWER('Requestor');
>QUERY PLAN 
>  

I'd actually consider this a code bug. We shouldn't be LOWER()ing either 
of those parameters.  Please open a ticket by mailing
rt-b...@bestpractical.com

Thanks!

Re: [rt-users] RT-3.8.9 upgrade problem with Rules.

[Jesse Vincent]

On Wed, Feb 23, 2011 at 06:45:49PM -0500, Jason A. Smith wrote:
> On 02/23/2011 06:29 PM, Jesse Vincent wrote:
> >
> >On Wed, Feb 23, 2011 at 06:26:58PM -0500, Jason A. Smith wrote:
> >>I recently tried to update our RT server to 3.8.9, but had a problem
> >>that I suspect may have something to do with this item from the
> >>changelog:
> >>
> >>* Include Rules with Scrips when previewing recipients
> >>
> >>When using the web interface and clicking on the reply or comment
> >>links, I just get a single error message:
> >>
> >>RT::Transaction::Rules Unimplemented in HTML::Mason::Commands.
> >>(/usr/share/rt3/html/Ticket/Elements/PreviewScrips line 88)
> 
> >What do you have in the way of local customizations?
> 
> It is mostly a stock RT installation, with several plugins installed:
> 
> Set(@Plugins, qw(RTx::BecomeUser RT::Extension::MergeUsers
> RT::Extension::PriorityAsString RT::Extension::MandatorySubject
> RT::Extension::CommandByMail RTx::EmailCompletion RTx::RightsMatrix
> RTx::Calendar RT::Extension::ActivityReports RT::Extension::Timeline
> RTx::From RTx::S3Invoker RT::Extension::MobileUI));
> 
> I just tried commenting out the above line in my RT_SiteConfig.pm
> and got the same error.  Other than that, we just have a few small
> patches to do some minor things like adjust some of the form box
> sizes and such.


Can you try 3.8.9 without your small patches?
> 
> Thanks,
> ~Jason
> 



-- 

Re: [rt-users] RT-3.8.9 upgrade problem with Rules.

[Jesse Vincent]

On Wed, Feb 23, 2011 at 06:26:58PM -0500, Jason A. Smith wrote:
> I recently tried to update our RT server to 3.8.9, but had a problem
> that I suspect may have something to do with this item from the
> changelog:
> 
> * Include Rules with Scrips when previewing recipients
> 
> When using the web interface and clicking on the reply or comment
> links, I just get a single error message:
> 
> RT::Transaction::Rules Unimplemented in HTML::Mason::Commands.
> (/usr/share/rt3/html/Ticket/Elements/PreviewScrips line 88)


Do you get a full stack trace?

Did you clear out the mason cache?

What do you have in the way of local customizations?

Best,
Jesse



-- 

Re: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6

[Jesse Vincent]

On Sat, Feb 19, 2011 at 11:19:35AM -0500, Darren Nickerson wrote:
> Okay, only a few problems remaining, but they're doozies. Any help welcomed.
> 
> 1. Apache occasionally stops responding to http requests. I haven't found a 
> pattern yet, but it's frequent. Unable to login, the page just hangs waiting 
> for a response ... the only log entry I see in apache's error log is:
> 

Darren,

Can you try out this new version of Plack:

http://pause.perl.org/incoming/Plack-0.9970.tar.gz

We believe it may resolve your issues.

Thanks,

Jesse

Re: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6

[Jesse Vincent]

On Fri, Feb 18, 2011 at 08:33:27PM -0500, Darren Nickerson wrote:
> So I figured I'd give 4.0.0rc5 a try on a disposable RHEL6 virtual machine 
> tonight with a dump of our 3.6.4 database. I have to say, the various upgrade 
> scripts seemed to have worked wonders, and I actually have a functioning 
> 4.0.0rc5 running. It's reporting a lot of errors in syslog however, most of 
> them to do with 'lifecycle', such as:
> 
> Feb 18 20:01:51 rt RT: DBD::mysql::st execute failed: Unknown column 
> 'lifecycle' in 'field list' at 
> /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. 
> (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
> 

It sure looks like something went wrong during your upgrades, as a "Lifecycle" 
column should have been added by the 3.9.7 upgrade script. Do you still have a 
log?

Re: [rt-users] 3.8.9 broke RT::Authen::ExternalAuth?

[Jesse Vincent]

On Thu, Feb 17, 2011 at 10:08:45PM +, Tim Cutts wrote:
> I've updated a test server to RT 3.8.9 from 3.8.8, and it doesn't seem to be 
> authenticating LDAP users any more (ExternalAuth version is 0.08).  I 
> switched on debugging, and get this in my logs:

Unfortunately, you are correct. It appears that no site running
RT::Authen::ExternalAuth actually tested any of the release candidates.

RT::Authen::ExternalAuth isn't something we built (and isn't typically
tested by us), though we know it's important to many RT users.

We're looking into it and hope to have a fix for ExternalAuth "soon"

Best,
Jesse

Re: [rt-users] Error Upgrading to 3.8.9

[Jesse Vincent]

On Thu, Feb 17, 2011 at 01:43:48PM -0500, Vance Walsh wrote:
> Heya folks,
> 
> Ran wget http://download.bestpractical.com/pub/rt/release/rt-3.8.9.tar.gz
> 
> gtar -xzf rt-3.8.9.tar.gz
> 
> Then when I try to make the upgrade after backing up.

It looks like you might not have run ./configure. Were you working 
from the recipe in the README?

Best,
Jesse
> 
> # make upgrade
> make: /Users/falcone/perl5/perlbrew/bin/perl: Command not found
> /Users/falcone/perl5/perlbrew/bin/perl ./sbin/rt-test-dependencies --verbose
> --with-mysql
> make: /Users/falcone/perl5/perlbrew/bin/perl: Command not found
> make: *** [testdeps] Error 127
> 
> 
>  Kevin why can't I get to the files on your machine? 
> 
> Help if you would?
> 
> ---
> 
> Vance Walsh
> Network and Systems Administrator
> Concord Academy - Concord, Mass.
> 

-- 

Re: [rt-users] Suggestions for compaines that can do RT customization

[Jesse Vincent]

On Sun, Feb 06, 2011 at 04:11:39PM -0500, Edwards, James wrote:
> Who's good out there that can be contracted to customize RT 3.8?
> 

I hear that Best Practical sometimes does RT customization.

(It's worth noting that I'm RT's original author and the founder of Best
Practical, so I'm somewhat biased.  But yes, this is exactly how we
earn our livings and subsidize a lot of RT's development.)

Drop us a line at sa...@bestpractical.com and we'll start to figure
out how we can best help you.

Best,
Jesse

Re: [rt-users] Created date for transaction

[Jesse Vincent]

On Thu, Feb 03, 2011 at 04:48:36PM +0100, Björn Schulz wrote:
> this worked fo me
> 
> {
> my $Date = RT::Date->new($CurrentUser);
> $Date->Set("Format" => 'sql', "Value" => $TA->Created);
> $TempMap=$Date->ISO("Timezone" =>"user" );


Alternatively $TA->CreatedObj->AsString();

> }
> 
> Cheers,
>  Björn
> 
> 
> Am 03.02.11 14:02, schrieb Björn Schulz:
> > Hi,
> > 
> > We like to print the creation date of a transaction to a cf..
> > 
> > $TempDate = $TA->Created()
> > 
> > The result is, however, in GMT.
> > How can I convert it to my local timezone?
> > 
> > Cheers,
> >   Björn
> > 

-- 

Re: [rt-users] Base64 encoded emails unreadable

[Jesse Vincent]

On Fri 21.Jan'11 at 13:18:05 -0800, Patrick Hess wrote:
> On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote:
> > Thanks for replying, Jesse.  I can and will send a test from a blackberry.
> > 
> > However, upgrading my version of RT is not practical.  :(
> > 


As a heads up, I didn't see any of the messages you sent as coming
throught with a base64 content-transfer-encoding.

Best,
Jesse

> 
> Understood. Unfortunately, helping with bugs in older versions that we've
> already fixed in current versions is something we can only really do in
> the context of a support contract. (But let's make sure that's the case
> first)
> 
> Best,
> Jesse
> 
> 

Re: [rt-users] Base64 encoded emails unreadable

[Jesse Vincent]

3.8.8 or so.
-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

Patrick Hess  wrote:

When you say "current versions" are you referring to 3.6.10 or 3.8.x? --phess 
-Original Message----- From: Jesse Vincent [mailto:je...@bestpractical.com] 
Sent: Friday, January 21, 2011 11:20 AM To: Patrick Hess Cc: 
rt-users@lists.bestpractical.com Subject: Re: [rt-users] Base64 encoded emails 
unreadable On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote: > 
Thanks for replying, Jesse. I can and will send a test from a blackberry. > > 
However, upgrading my version of RT is not practical. :( > Understood. 
Unfortunately, helping with bugs in older versions that we've already fixed in 
current versions is something we can only really do in the context of a support 
contract. (But let's make sure that's the case first) Best, Jesse 

Re: [rt-users] Base64 encoded emails unreadable

[Jesse Vincent]

On Fri, Jan 21, 2011 at 11:15:52AM -0800, Patrick Hess wrote:
> Thanks for replying, Jesse.  I can and will send a test from a blackberry.
> 
> However, upgrading my version of RT is not practical.  :(
> 

Understood. Unfortunately, helping with bugs in older versions that we've
already fixed in current versions is something we can only really do in
the context of a support contract. (But let's make sure that's the case first)

Best,
Jesse

Re: [rt-users] Base64 encoded emails unreadable

[Jesse Vincent]

I believe that this works in more recent RTs.
Can you try sending a test message from a blackberry to 
rt-b...@bestpractical.com, cced to me?



Best,
Jesse

On Fri, Jan 21, 2011 at 10:52:56AM -0800, Patrick Hess wrote:
> The entire content of emails, not just attachments, from BlackBerry devices
> appears to be Base64 encoded.  The issue that we're having is that RT-3.6.3
> is unable to detect that the message is encoded -- even though the
> "Content-Transfer-Encoding header" is set to "base64" -- and therefore any
> message from a BlackBerry is unreadable.
> 
> I'm fairly certain that someone else has seen this problem and fixed it; I'm
> hoping someone can give a recommendation to help with this.  I am running
> RT-3.6.3 on a RHEL4u5 x64 server with perl-5.8.5 using the
> perl-5.8.5-36.RHEL4 RPM.
> 
> --phess
> 

-- 

Re: [rt-users] Slowness with RRDtool graphing

[Jesse Vincent]

Did you perhaps mean to send this to the RRDtool mailinglist?

On Thu, Jan 20, 2011 at 02:20:46PM -0500, elsif wrote:
> Hardware:
>   CPU: Intel(R) Pentium(R) 4 CPU 2.80GHz (2806.37-MHz 686-class CPU)
>   real memory  = 2146631680 (2047 MB)
> 
> Load:
>   CPU:  2.2% user,  0.0% nice,  1.1% system,  0.0% interrupt, 96.6% idle
>   Mem: 162M Active, 1461M Inact, 178M Wired, 96M Cache, 112M Buf, 99M Free
>   Swap: 4061M Total, 84K Used, 4061M Free
>   Disks   ad0   ad1  183024 wire
>   KB/t128  0.00  186724 act
>   tps   0 0 1496468 inact
>   MB/s   0.02  0.00   98392 cache
>   %busy 0 0   80408 free
>114880 buf
> 
> Versions:
> 6.4-RELEASE FreeBSD
>   Server version: Apache/2.2.9 (FreeBSD)
>   PHP 5.2.6 with Suhosin-Patch 0.9.6.2 (cli) (built: Apr 16 2009 17:45:37)
>   Cacti Version 0.8.7g
>   RRDTool versions tried:
>   Currently RRDtool 1.4.5
>   Also tried RRDtool 1.0.49
>   Also tried RRDtool 1.3.1
> 
> Summary: Loading of a given page of graphs in Cacti taking minutes to load
>   PID USERNAME  THR PRI NICE   SIZERES STATE  C   TIME
> WCPU COMMAND
> 53185 www 1 1010  9292K  6096K RUN0   0:03
> 15.79% rrdtool
> 53186 www 1 1010  9288K  6092K RUN0   0:03
> 15.54% rrdtool
> 53192 www 1 1010  9284K  6088K RUN0   0:03
> 15.51% rrdtool
> 53197 www 1 1010  9292K  6096K RUN0   0:03
> 15.51% rrdtool
> 53198 www 1 1010  9284K  6088K RUN0   0:03
> 15.42% rrdtool
> 53194 www 1 1010  9288K  6092K RUN0   0:03
> 15.08% rrdtool
> 
> Extended description:
>   I've installed Cacti on 30+ machines for 20+ organizations over the
> last 5 years and have never before experienced this.  I find tons of
> reports of this via Google and the 'search' function at cacti.net,
> but have yet to find the silver bullet that fixes the issue.
> 
>   What would be causing this?  How can I fix it?  The rest of the
> Cacti interface loads instantly, so I have no reason to believe that
> it's a PHP limitation/setting, nor a resource issue with Apache in
> any way.
> 
>   Advice?
> 
> -Jake

-- 

Re: [rt-users] Certain RT operations painfully slow.

[Jesse Vincent]

> RT version 3.6.3.

You really need to come up to (at least) 3.8 for anyone here at BPS to
be able to even hope to help you on this one.  We've made many, many
improvements to the codepaths you're touching. (To say nothing of how
much we've cut down the size of the CachedGroupMembers table.)

Best,
Jesse

Re: [rt-users] Certain RT operations painfully slow.

[Jesse Vincent]

Todd,

> >> Which causes this long running mysql query:
> >>
> >>    Time: 86
> >>    Info: SELECT main.* FROM CachedGroupMembers main   WHERE ((main.Via = 
> >> '28522070')) AND ((main.id != '28522070'))
> >>
> >> Can anyone recommend an approach to fixing this problem?
> >
> > What does an EXPLAIN on that select tell you?
> 
> mysql> explain SELECT main.* FROM CachedGroupMembers main   WHERE ((main.Via 
> = '28522070')) AND ((main.id != '28522070'))\G
>   select_type: SIMPLE
> table: main
>  type: range
> possible_keys: PRIMARY
>   key: PRIMARY
>   key_len: 4
>   ref: NULL
>  rows: 20568305
> Extra: Using where
> 1 row in set (0.02 sec)

What happens if you add an index on Via?

Jesse
-- 

Re: [rt-users] Certain RT operations painfully slow.

[Jesse Vincent]

On Tue, Jan 18, 2011 at 12:43:47PM -0500, Todd Chapman wrote:
> RT Users,
> 
> A few years ago we started adding a group as AdminCc to many tickets.
> It made sense for our process and seemed like a good idea at the time.
> Fast forward to today. This group is AdminCc on many, many tickets.
> Now when we add a new member to the group it can take 15 minutes for
> the add to complete, usually with the web interface timing out.
> 
> To alleviate this situation I wrote a script to remove this group from
> many old tickets, but this too is taking a long time to complete.
> Here's the key line from the script:
> 
> my ($status, $msg) = $t->DeleteWatcher(PrincipalId => $pid, Type =>
> "AdminCc", Silent => 1);
> 
> Which causes this long running mysql query:
> 
> 
> Command: Query
>Time: 86
>   State: Sending data
>Info: SELECT main.* FROM CachedGroupMembers main   WHERE ((main.Via
> = '28522070')) AND ((main.id != '28522070'))
> 
> 
> Ouch.
> 
> Can anyone recommend an approach to fixing this problem?


Todd,

What does an EXPLAIN on that select tell you?

> 
> Thanks.

-- 

Re: [rt-users] [Rt-devel] rt-4.0.0rc2 eating so much CPU

[Jesse Vincent]

On Tue, Jan 18, 2011 at 08:22:03PM +0300, Odhiambo Washington wrote:
> DevelMode is commented out in my config. Do I have to explicitly turn it
> off?
> 
> I have turned it off and here is the MasonX::Profiler result now:
> http://goo.gl/q6gc3
> 

Can you go to Configuration -> Tools -> System Information and send that to the 
list?

Re: [rt-users] Creating sub-tickets easily ?

[Jesse Vincent]

On Sun, Jan 16, 2011 at 07:07:11AM -0800, Gaston Huot wrote:
> 
> I have found many threads or wiki pages talking about the need to easily
> create sub-tickets:

If you're running a recent 3.8, clicking "Create" next to "Children" on a 
ticket's display page is pretty easy.

> 
> http://old.nabble.com/Ticket-split-to1481195.html#a1493571
> http://old.nabble.com/create-a-new-ticket-with-a-forward--to21841844.html#a21841844
> extension version of Dirk Pape's "fork ticket" patch 
> http://old.nabble.com/create-child-ticket-to8487620.html#a8487620
> http://requesttracker.wikia.com/wiki/CreateChildTicket
> http://wiki.bestpractical.com/index.cgi?CreateChildTicket
> 
> Is there anything new with regards to that matter ?
> 
> Gast
> 
> 
> -- 
> View this message in context: 
> http://old.nabble.com/Creating-sub-tickets-easily---tp30676155p30676155.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 

-- 

Re: [rt-users] 3.9 release "schedule" and set owner question

[Jesse Vincent]

On Thu, Jan 13, 2011 at 02:04:01PM +0100, Tobias Hieta wrote:
> Hello,
> 
> We are right now looking to implement Request Tracker at a customers place 
> and we have been running a long test phase with limited personal involved. 
> While the feedback have been very positive we have noted some annoyances. I 
> installed 3.9 on a test machine the other day and to my delight a lot of the 
> things that where noted in their feedback actually is fixed! So instead of 
> deploying the current version we are now looking for deploying 3.9 as soon as 
> it's available. So I just wanted to know if you guys have any feeling when 
> you think this will be released in a non-beta way? I know that it's 
> impossible to give hard dates, but maybe you know if it's 1 or 6 months away?

It's my hope that the question is "is it 2 weeks away or 4?" But it all depends 
on what we hear from users about the release candidates.

Best,
Jesse

Re: [rt-users] 3.9 release "schedule" and set owner question

[Jesse Vincent]

On Thu, Jan 13, 2011 at 08:45:10AM -0500, Josh Narins wrote:
> > The second question is something that has been bugging me a lot, why is
> > it that there is no permission for setting the owner in a ticket? In
> > our case our end-customer is creating the tickets directly in the web-
> > interface, and can update it there, but all the time they can actually
> > change the owner for the ticket and I haven't found any permission to
> > deny that... Is this intentional or am I missing something? Would a
> > patch with this functionality added be appreciated?
> 
> It might be overkill, but another thing to consider is removing the
> Owner widget from share/html/Ticket/Create.html is another way.
> 

It's important to note that that won't actually fix the issue, just mask the 
fact that there's a permissions problem.


> 
> 
> 
> Josh Narins
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Mobile: (917) 488-6248
> Fax: (212) 994-4260
> jnar...@seniorbridge.com
> 
> SeniorBridge
> Managing Complex Chronic Care
> http://www.seniorbridge.com
> 
> 
> 
> SeniorBridge Statement of Confidentiality: The contents of this email message 
> are intended for the exclusive use of the addressee(s) and may contain 
> confidential or privileged information. Any dissemination, distribution or 
> copying of this email by an unintended or mistaken recipient is strictly 
> prohibited. In said event, kindly reply to the sender and destroy all entries 
> of this message and any attachments from your system. Thank you.

-- 

Re: [rt-users] rt-client ruby gem

[Jesse Vincent]

On Mon, Jan 10, 2011 at 03:57:46PM -0800, Tom Lahti wrote:
> I've filed a bug report.  
> http://issues.bestpractical.com/Ticket/Display.html?id=16418
> 
> This is probably the 3rd time its come up.  I've discussed it with Jesse on 
> the RT user's list and he recommended filing a bug report the last time it 
> came up.  The problem isn't really with rt-client, its with RT.  This 
> non-compliance with RFC 822 when that was intended will cause not only 
> rt-client to fail, but other similar libraries as well that use a 3rd party 
> RFC 822 parser.  Having a space in the field name of an RFC 822 header is not 
> compliant with the RFC.
 

I don't think we've ever claimed to be RFC 822 compliant. Have we?

Re: [rt-users] [kris_germ...@295.ca: Re: search by CommentedOnBy?]

[Jesse Vincent]

Dear rt-users,

An internal email accidentally had a Reply-To: header set to rt-users
incorrectly. I didn't notice when I replied to it. That message wasn't
meant for rt-users.  Plese disregard it.

Sorry about that,

Best,

Jesse

Re: [rt-users] [kris_germ...@295.ca: Re: search by CommentedOnBy?]

[Jesse Vincent]

Tell them to talk to their vendor. we don't have obligations here.


On Tue, Jan 04, 2011 at 08:33:39PM -0500, Kevin Falcone wrote:
> So, freeside appears to be Ivan Kohler's custom fork of RT which is
> integrated into his crazy billing system (alex found the cvs repo that
> ivan keeps, where he integrates 3.9 branches into 3.8 code and other
> hilarity).  He doesn't appear to have open sourced the CommentOnBy
> code, which is probably a GPL violation :)
> 
> Anyway, I'd kind of like to point out to this guy that he is running
> an unaffiliated fork of RT, but I don't know if Ivan ever talked with
> us about this stuff.  I know our Ivan relationship is 'complex'
> 
> -kevin
> 
> - Forwarded message from Kris Germann  -
> 
> Date: Tue, 4 Jan 2011 08:32:21 -0500
> From: Kris Germann 
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] search by CommentedOnBy?
> X-Mailer: Microsoft Office Outlook 12.0
> 
> 
> Which installation is this specific to? I am running RT Ver 3.8.8 (On
> Freeside 2.1.2cvs) and my terms of CommentedOnBy = 'user1' LastUpdatedOn =
> 'today' appear to work fine... Or is it something more specific.
> 
> - End forwarded message -



-- 

Re: [rt-users] user logged out after *every* action? - BUGFIX

[Jesse Vincent]

There's a patch in rt git for this.

"hubert depesz lubaczewski"  wrote:

>On Sat, Dec 11, 2010 at 11:33:49PM +0100, hubert depesz lubaczewski
>wrote:
>> Hi,
>> I have rt 3.8.7 working on one server, and it's working fine.
>
>ok. did some more tests, and found the solution.
>
>So. my 3.8.8 is on PostgreSQL 9.0, while 3.8.7 was on 8.4.
>
>The problem with 9.0 is that it changes default bytea encoding.
>
>And bytea is used to store session data:
>$ \d sessions
>  Table "public.sessions"
>   Column|Type |   Modifiers
>-+-+
> id  | character(32)   | not null
> a_session   | bytea   | 
> lastupdated | timestamp without time zone | not null default now()
>Indexes:
>"sessions_pkey" PRIMARY KEY, btree (id)
>
>up to PostgreSQL 8.4, when you had a_session data being string
>'depesz-ąć', it was returned like this:
>depesz-\304\205\304\207
>*but*
>from PostgreSQL 9.0 default encoding for bytea fields is hex. And the
>same bytea value is now returned as:
>\x64657065737a2dc485c487
>
>just so that we are clear - this is the same value - 11 bytes, but it's
>encoded differently.
>
>Apparently rt doesn't handle hex encoding, and when postgresql was
>returning hex-encoded bytea values - it didn't know what to do with it.
>
>I.e. rt was storing values encoded using old method (named "escape"),
>but was given back hex-encoded values.
>
>So. The simple solution is to do this:
>set bytea_output = 'escape';
>in the beginning of every database connection.
>
>Alternatively, we can do this, once:
>alter user rt set bytea_output = 'escape';
>this will change default value of bytea_output (encoding type) for
>every
>*new* connection using user rt.
>
>Alternatively - we could/should teach rt to understand hex-encoded
>bytea
>values.
>
>Actually, hex-encoded values are very simple to encode/decode, and
>basically we should do something like:
>
>if ( $value =~ s/\A\\x// ) {
># This is hex encoding
>$value =~ s/(..)/chr hex $1/ge;
>} else {
># in here should go previous decoding code
>}
>
>Best regards,
>
>depesz
>
>-- 
>Linkedin: http://www.linkedin.com/in/depesz  /  blog:
>http://www.depesz.com/
>jid/gtalk: dep...@depesz.com / aim:depeszhdl / skype:depesz_hdl /
>gg:6749007

-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?

[Jesse Vincent]

> RHEL is a major platform, and I'd love it if BestPractical supported
> it in some official way so we don't have these kinds of problems we
> have to work around.
>

I try pretty hard not to push the commercial side of the business on the
mailing lists, but BPS _is_ a business and we tend to spend our time on
things that are most likely to benefit the folks who keep a roof over
our heads and food on the table.  We tend to spend the most effort on
the things that our customers use and need. The best way to help us have
the resources to focus on official RPMs is to buy a support contract.

Best,
Jesse

Re: [rt-users] Content searching takes a long time and runs multiple queries

[Jesse Vincent]

"Justin Hayes"  wrote:

>Any view on which is faster Jesse (postgres or mysql/sphinx)?
>

I haven't yet benchmarked em.

>Also how much faster than the old Content search are we talking? Orders
>of magnitude, or just 'faster'?

Having played with one of the implementations, it's night and day.

>
>Thanks again,
>
>Justin
>
>-
>Justin Hayes
>OpenBet Support Manager
>justin.ha...@openbet.com
>
>On 8 Dec 2010, at 16:48, Jesse Vincent wrote:
>
>> 
>> 
>> 
>> On Wed  8.Dec'10 at 16:44:57 +, Justin Hayes wrote:
>>> I was about to say that should have been 3.9 :)
>>> 
>>> Been a while since I checked out bestpractical.com. Just saw the
>post about the dev release, and looks like things are going well which
>is great news.
>>> 
>>> The only downside is the time needed to migrate to postgres, 
>> 
>> Or you could try the sphinx-based fts for mysql that's baked in
>> 
>>> and then the time it's going to take to port all my custom code into
>the new version.
>>> 
>>> But that's my problem, and one I have every time I upgrade, so can't
>complain!
>> 

-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.

Re: [rt-users] Content searching takes a long time and runs multiple queries

[Jesse Vincent]

On Wed  8.Dec'10 at 16:44:57 +, Justin Hayes wrote:
> I was about to say that should have been 3.9 :)
> 
> Been a while since I checked out bestpractical.com. Just saw the post about 
> the dev release, and looks like things are going well which is great news.
> 
> The only downside is the time needed to migrate to postgres, 

Or you could try the sphinx-based fts for mysql that's baked in

> and then the time it's going to take to port all my custom code into the new 
> version.
> 
> But that's my problem, and one I have every time I upgrade, so can't complain!
 

Re: [rt-users] Which files to edit to change how tickets are displayed?

[Jesse Vincent]

On Mon  6.Dec'10 at 17:28:41 -0800, Gary Greene wrote:
> I'm aiming at hiding the quoted replies in tickets (a la Gmail with the
> ajax-y collapsible div). Which files would I need to modify?

We have an extension to do this that we're working to get released.
(And it's already built in to 4.0)

> -- 
> Gary L. Greene, Jr.
> IT Operations
> Minerva Networks, Inc.
> Cell:   (650) 704-6633
> Office: (408) 240-1239
> 
> 

Re: [rt-users] Content searching takes a long time and runs multiple queries

[Jesse Vincent]

On Wed  8.Dec'10 at 16:31:11 +, Justin Hayes wrote:
> I hadn't actually realised it was possible to get hold of 4.9, though if 
> that's beta I guess I'd want to wait.
 
3.9. And we're aiming for a release candidate by 12/25.  You can
download test builds from
http://download.bestpractical.com/pub/rt/devel/

Best,
Jesse

Re: [rt-users] want 'metoo' effect in mailings

[Jesse Vincent]

On Fri, Dec 03, 2010 at 07:11:24PM -0800, Brian Hill wrote:
> Hello,
> 
> I'd like to be copied on all email generated by my ticket actions.
> It seems that the default is to not copy the user adding comments,
> changing status, etc..
> 
> I've searched through the RT interface and through the rt-users
> mailing list but haven't found a single reference to that.
> 
> Is there a way to enable that behavior? Am I missing something?

It's in Preferences on (very) recent 3.8 releases. Before that, it was a 
site-wide setting.

> 
> Thanks!
> 
> Brian

-- 

Re: [rt-users] mobile interface

[Jesse Vincent]

On Mon, Nov 29, 2010 at 09:11:52AM -0600, John Arends wrote:
> I also had one guy who reported that his phone didn't redirect to
> the mobile interface (I told him to add /m/ to the URL), but then he
> mentioned he has a hacked ROM on the phone and is using a
> non-standard mobile web browser at which point I decided it made
> sense he was having problems

That's a pretty reasonable decision. But out of curiosity, what ROM and which 
browser?


-- 

Re: [rt-users] A new home for the wiki

[Jesse Vincent]

> I REALLY miss the old wiki.  Why did we switch?  

A large part of the reason for the switch was anti-spam. Running the
project wiki on its own was a constant battle against the spammers.
Wikia is much better able to leverage their scale to stop the spammers.

I agree that we need to address the search issue. It really does look
like something is _wrong_, not just poorly done.

Re: [rt-users] Session created too late?

[Jesse Vincent]

On Tue, Nov 23, 2010 at 09:59:12AM +0100, Ryszard Łach wrote:
> Hi.
> 
> Some of my users are reporting 'double login problem'. The sequence is:

Most often, this is because your RT server answers to two domain names and the 
users' cookies are only for one.
> 
> 1. A user with full-featured main page logs into RT; he enters username and
> password, submits
> 2. The users clicks some other link in not fully loaded/renderd page
> (returned after login form) - if someone has not too fast computer or
> browser it is quite easy
> 3. The user receives 302 to login page again.
> 
> Is it a configuration issue? I didn't found nothing special in my
> RT_*Config.pm...
> 
> TIA
> 
> R.
> 
> -- 
> "First they ignore you. Then they laugh at you. Then they
> fight you. Then you win." - Mohandas Gandhi.

-- 

Re: [rt-users] RT & Chinese Characters?

[Jesse Vincent]

It sure looks like a bug - probably related to the encoding it's being sent in.

http://issues.bestpractical.com/Ticket/Display.html?id=16079&user=guest&pass=guest

I've dropped it into the bug tracker.

Best,
Jesse


On Tue, Nov 23, 2010 at 12:37:19PM -0800, Vivian Lee wrote:
> Hi,
> 
> 
> 
> I work with Brian at Trident Microsystems.  The followings are the examples 
> of our issues.  Hopefully, with the screen shots you would be able to see the 
> issues more clearly and could point us to the right direction to solve this 
> issue.   Thanks.
> 
> 
> 
> These are the Chinese characters sent from Outlook email to RT:
> 
> 
> 
> 法新社倫敦11日電） 交易商說，在供應吃緊、需求預期會增加的帶動下，世界原油價格今天逼近每桶90美元。這是世界油價兩年多來首度逼近這個價位。
> 
> 倫敦北海布侖特原油12月交割價一度攀上每桶89.70美元，為兩年來最高價位，並是2008年10月以來首度逼近90美元關卡。
> 
> 這項期貨後來回跌至89.47美元，但仍較昨天收盤價上漲51美分。
> 
> 
> 
> This is how they are displayed in RT:
> 
> 
> 
> [cid:image001.png@01CB8B0A.6B836C60]
> 
> 
> 
> As you can see some Chinese characters are shown in boxes and special 
> characters.  We have done some testing and it seems that Simplified Chinese 
> characters are ok.  Only the Traditional Chinese characters are having issues.
> 
> 
> 
> Thanks in advance for your help.
> 
> 
> 
> Vivian
> 
> 
> 
> 
> 
> -Original Message-
> From: Brian Thompson
> Sent: Friday, November 19, 2010 9:53 AM
> To: Jesse Vincent
> Cc: Vick Khera; RT Users
> Subject: RE: [rt-users] RT & Chinese Characters?
> 
> 
> 
> Is there a list of Chinese Traditional fonts that work with RT available so 
> that we can make sure we're using one that works?
> 
> 
> 
> Thanks!,
> 
> 
> 
> Brian
> 
> 
> 
> 
> 
> -Original Message-
> 
> From: Jesse Vincent [mailto:je...@bestpractical.com]
> 
> Sent: Friday, November 19, 2010 9:47 AM
> 
> To: Brian Thompson
> 
> Cc: Vick Khera; RT Users
> 
> Subject: Re: [rt-users] RT & Chinese Characters?
> 
> 
> 
> 
> 
> 
> 
> 
> 
> On Fri, Nov 19, 2010 at 09:45:15AM -0800, Brian Thompson wrote:
> 
> > Thank you for the confirmation.  Follow-up question if you know:  How might 
> > an organization ensure that users of Chinese Traditional characters always 
> > use a font that works with RT?
> 
> 
> 
> That's a platform-dependent question. It might be that you need to install 
> the relevant language support for your platform. I recall this being an issue 
> on some installs of Windows XP.
> 
> 



-- 

Re: [rt-users] RT 3.9.6 Search Features Missing.

[Jesse Vincent]

On Mon, Nov 22, 2010 at 10:52:26PM +0100, Christian Loos wrote:
> I also noticed some menu items to disappear after trying the 3.9.6.
> 
> The problem was, that I had the old apache config (modperl 2) from 3.8.
> After changing the config described at docs/web_deployment.pod, the menu
> items appeared back.

Were you using leftover mason_handlers in bin/ or had you adjusted to use the 
new variants in sbin?

I suppose it's time to make RT4 install into /opt/rt4 ;)
> 
> -Chris
> 
> Am 22.11.2010 17:24, schrieb Jesse Vincent:
> > 
> > 
> > 
> > On Mon, Nov 22, 2010 at 11:20:06AM -0500, Roman Steven wrote:
> >> Hi,
> >>
> >> I installed RT 3.9.6 on a Ubuntu 10 server, and so far I like it.
> >>
> >> What I am not seeing is the ability to click on the search link
> >> features like edit search , advanced, show results and bulk update.
> >>
> >> I do see html under /opt/rt3/share/html/Search, just not in the menus.
> >>
> >> Do I  need to configure those features?
> >>
> > 
> > Here's what I see under the web2 and aileron themes.
> > http://fsck.com/~jesse/tmp/2010-11-22/16eca341-4b44-40c0-ab67-2fc6572070e3/web2.png
> > http://fsck.com/~jesse/tmp/2010-11-22/d3929014-9e2e-4c04-abbd-4a3b08e6b127/aileron.png
> > 
> > What do you see?
> > 
> > 
> > Best,
> > Jesse
> > 
> 

-- 

Re: [rt-users] RT and Plesk on same Server

[Jesse Vincent]

On Sun, Nov 21, 2010 at 11:01:25PM +0100, Christian Wawrzinek wrote:
> Hello everyone,
> 
> we are currently running Plesk (9.5.2) on our Debian Server. A while ago
> we looked more closly into RT.
> The question is, is it possible to have Plesk and RT installed on the same
> server?
> The reason we want to do this, is that we, yet, do not know if our
> customers will accept RT and we would like to keep our existing
> infrastructure as it is.

That should be absolutely fine. There's nothing particularly special about 
doing so, as far as I know.

Best,
Jesse

> 
> Currently issues are reported to supp...@sld.tld and if possible we would
> like to keep it that way (no extra subdomain like rt.sld.tld).
> 
> Hints on where to start looking are appreciated as well.
> 
> Thank you for your help,
> 
> Chris
> 

-- 

Re: [rt-users] RT 3.8.4 - adding comments with Google Chrome

[Jesse Vincent]

I've seen this with very recent versions of Chrome and RT's RichText composer  
on a variety of versions of RT. I'm not yet sure what they changed, but we're 
looking into it.


On Mon, Nov 22, 2010 at 02:26:26PM +, Gary Holmes wrote:
> Hi all,
> 
> We're using RT 3.8.4 on Ubuntu 10.10. I've noticed recently that the
> textarea that is used to input comments on tickets is not displaying when
> I'm using Google Chrome. I have 9.0.587.0 but the issue occurred on releases
> prior to that. Nothing has changed for our setup except the updates to
> Chrome, so I'm assuming that it's related.
> 
> If I use IE or Firefox - no problem.
> 
> From the source produced by .../Ticket/Update.html, in firefox:
> 
>  "UpdateContent">
> 
> In Chrome:
> 
>  id="UpdateContent" style="display: none; ">
> 
> I suspect this behavior is programmed in. It used to work OK. Is there
> a workaround or a fix for this?
> 
> Thanks,
> 
> Gary

-- 

Re: [rt-users] [fwd] Re: RT Mobile UI 0.99 (from: g.bo...@lboro.ac.uk)

[Jesse Vincent]

Garry,

In our testing, this works fine. Perhaps you have the old version stuck in your 
Mason cache?

> - Forwarded message from "G.Booth"  -
> 
> Date: Mon, 22 Nov 2010 10:29:34 +
> From: "G.Booth" 
> To: Jesse Vincent 
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RT Mobile UI 0.99
> X-Mailer: CommuniGate Pro Pronto 2.2
> 
> Hi Jesse
> 
> Second issue  (not using a mobile link) is fixed.
> First issue still remains. Im hand crafting a url for testing on our
> test system  of this format (taken from our live system outgoing
> emails):
> 
> https://testsystem/Ticket/Display.html?id=175671
> 
> Is this sort of URL still valid?
> It doesnt error, just takes me to the mobile index page
> 
> regards
> Garry
> 
> 
> On Fri, 19 Nov 2010 13:13:31 -0500
>  Jesse Vincent  wrote:
> > I've just pushed 1.00 to CPAN. tell me if it deals right.
> > 
> > 
> > On Tue, Nov 16, 2010 at 09:02:18AM +, G.Booth wrote:
> >> Hi Jason
> >> 
> >> >I asked the same thing last week, but updating to version 0.99
> >> >from CPAN fixed it for me, the mobile browser is automatically
> >> >redirected to the mobile ticket show URL.
> >> 
> >> It seems to be semi-fixed for me, used to get the error that's
> >> been
> >> discussed:
> >> 
> >> Can't call method "id" on an undefined value at 
> >> /opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial
> >> line 4.
> >> 
> >> This has now stopped, but I cant get the url to go to the ticket
> >> :-[
> >> 
> >> >
> >> >I am seeing the same problem that John Arends reported though,
> >> the
> >> >link to switch to the full interface does not work for me.  I
> >> >tried adding a / after m, but it didn't fix it for me. However,
> >> >if I add the full /index.html after the m, then it does work for
> >> >me:
> >> >
> >> >RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1
> >> >
> >> >~Jason
> >> 
> >> Got this one too :-[
> >> 
> >> regards
> >> 
> >> garry
> > 
> > -- 
> 
> 
> --
> 
> Dr Garry Booth
> IT Services
> Loughborough University
> 
> - End forwarded message -
> 
> -- 

-- 

Re: [rt-users] RT 3.9.6 Search Features Missing.

[Jesse Vincent]

On Mon, Nov 22, 2010 at 11:20:06AM -0500, Roman Steven wrote:
> Hi,
> 
> I installed RT 3.9.6 on a Ubuntu 10 server, and so far I like it.
> 
> What I am not seeing is the ability to click on the search link
> features like edit search , advanced, show results and bulk update.
> 
> I do see html under /opt/rt3/share/html/Search, just not in the menus.
> 
> Do I  need to configure those features?
> 

Here's what I see under the web2 and aileron themes.
http://fsck.com/~jesse/tmp/2010-11-22/16eca341-4b44-40c0-ab67-2fc6572070e3/web2.png
http://fsck.com/~jesse/tmp/2010-11-22/d3929014-9e2e-4c04-abbd-4a3b08e6b127/aileron.png

What do you see?


Best,
Jesse

Re: [rt-users] RT Mobile UI 0.99

[Jesse Vincent]

I've just pushed 1.00 to CPAN. tell me if it deals right.


On Tue, Nov 16, 2010 at 09:02:18AM +, G.Booth wrote:
> Hi Jason
> 
> >I asked the same thing last week, but updating to version 0.99
> >from CPAN fixed it for me, the mobile browser is automatically
> >redirected to the mobile ticket show URL.
> 
> It seems to be semi-fixed for me, used to get the error that's been
> discussed:
> 
> Can't call method "id" on an undefined value at 
> /opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial
> line 4.
> 
> This has now stopped, but I cant get the url to go to the ticket :-[
> 
> >
> >I am seeing the same problem that John Arends reported though, the
> >link to switch to the full interface does not work for me.  I
> >tried adding a / after m, but it didn't fix it for me.  However,
> >if I add the full /index.html after the m, then it does work for
> >me:
> >
> >RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1
> >
> >~Jason
> 
> Got this one too :-[
> 
> regards
> 
> garry

-- 

Re: [rt-users] ShowConfigTab right shows too many Information

[Jesse Vincent]

On Fri, Nov 19, 2010 at 07:02:03PM +0100, Torsten Brumm wrote:
> Hi Jesse, 
> I think i explaned it wrong. Not Inside Tickets is the Problem, it is Inside 
> the admin/Users/ Part. They can See all Users without the right adminusers.

No, you explained it right. I was saying that regular staff users can get the 
same data from regular user search on a ticket.

Re: [rt-users] RT & Chinese Characters?

[Jesse Vincent]

On Fri, Nov 19, 2010 at 09:45:15AM -0800, Brian Thompson wrote:
> Thank you for the confirmation.  Follow-up question if you know:  How might 
> an organization ensure that users of Chinese Traditional characters always 
> use a font that works with RT?

That's a platform-dependent question. It might be that you need to install the 
relevant language support for your platform. I recall this being an issue on 
some installs of Windows XP.

Re: [rt-users] The new "ticket lifecycle" state engine... What is it?

[Jesse Vincent]

On Thu 18.Nov'10 at 10:58:26 -0500, Josh Narins wrote:
> I don't think I'll have any problem convincing people to upgrade to RT4.0 when
> it comes out, since management already seeks to have Date custom fields, but I
> was wondering what the ticket lifecycle state engine, mentioned here[1], is.
> 
>

Have a look in etc/RT_Config.pm at the %Lifecycles section

> 
> [1] - http://blog.bestpractical.com/2010/09/
> rt-394-first-development-release-leading-to-rt-400.html
> 
> 
> 
> Josh Narins
> 
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnar...@seniorbridge.com
> seniorbridge.com
> 
> SeniorBridge
> 
> ━━━
> SeniorBridge Statement of Confidentiality: The contents of this email message
> are intended for the exclusive use of the addressee(s) and may contain
> confidential or privileged information. Any dissemination, distribution or
> copying of this email by an unintended or mistaken recipient is strictly
> prohibited. In said event, kindly reply to the sender and destroy all entries
> of this message and any attachments from your system. Thank you.

Re: [rt-users] ShowConfigTab right shows too many Information

[Jesse Vincent]

On Fri, Nov 19, 2010 at 08:41:36AM +0100, Brumm, Torsten / Kuehne + Nagel / Ham 
MI-ID wrote:
> Hi RT Users,
> today i figured out on a fresh RT 3.8.8 installation, that a group with only 
> ShowConfigTab Right granted globally is able to see all users without having 
> the right AdminUsers. All other Options like Groups/Queues/CF's are not 
> display any information, only the Admin/Users is listing all.

Go into the Users tab on a ticket and do a search for users. 

Re: [rt-users] RT & Chinese Characters?

[Jesse Vincent]

On Thu, Nov 18, 2010 at 02:48:40PM -0800, Brian Thompson wrote:
> Hi,
> 
> We're running RT 3.8.8 and find that some "Traditional Chinese" characters 
> are not being displayed correctly (Simplified Chinese are okay).  Has anyone 
> had this experience and been able to overcome?

RT should be working just fine with Traditional Chinese.  Heck, I believe there 
are specific tests for it in our test suite.  The most typical failure mode I 
can think of would be "using fonts without traditional glyphs in them"

-Jesse

> 
> Thank you,
> 
> Brian

-- 

Re: [rt-users] Recovery Assistance

[Jesse Vincent]

On Mon, Nov 15, 2010 at 04:52:58PM -0500, Josh Narins wrote:
> Sorry, wasn't obvious I sent anything last time because of spurious signature 
> insertion.
> 
> > From: Jesse Vincent [mailto:je...@bestpractical.com]
> > Sent: Monday, November 15, 2010 4:27 PM
> > On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote:
> > > Through admin error, during a practice migration of Postgres to
> > > Oracle[1], about 5% of the GroupMembers table was deleted[2].
> >
> > Is the cached-group-members table intact? You can likely recover all
> > the data from that, though I'm late for a plane. Someone else may be
> > able to recommend exact steps to do so.
> 
> The cached-group-members table is intact!

Basically, the cachedgroupmembers table has a superset of the columns in the 
groupmembers table.

If you grab only the columns in cachedgroupmembers that match groupmembers, 
remove the id column and unique the set, then you should be able to insert 
those rows into the groumembers table. then run rt-validator and test the heck 
out of things.

Re: [rt-users] Recovery Assistance

[Jesse Vincent]

On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote:
> Through admin error, during a practice migration of Postgres to Oracle[1], 
> about 5% of the GroupMembers table was deleted[2].

Is the cached-group-members table intact? You can likely recover all the data 
from that, though I'm late for a plane. Someone else may be able to recommend 
exact steps to do so.
 
> So far, things have been working fine. It was all recent changes, a few of 
> which I was able to remember. However, one user is experiencing odd behavior 
> likely linked to the mis-step.
> 
> I recall reading about a database integrity check available, but searching 
> the web and the RT wiki doesn't yield any positive hits.
> 
> Am I misremembering reading about an integrity tool?

rt-validator


> 
> Thanks in advance,
> Josh
> 
> 
> [1] We already are paying an Oracle DBA for system monitoring, backups, etc, 
> and don't have any other Postgres applications.
> 
> [2] It failed 95% of the way through, then I deleted from the source, rather 
> than the target. I was able to copy ~76400 rows back to the table which 
> originally had ~80400.
> 
> 
> Josh Narins
> 
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnar...@seniorbridge.com
> seniorbridge.com
> 
> [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
> 
> 
> SeniorBridge Statement of Confidentiality: The contents of this email message 
> are intended for the exclusive use of the addressee(s) and may contain 
> confidential or privileged information. Any dissemination, distribution or 
> copying of this email by an unintended or mistaken recipient is strictly 
> prohibited. In said event, kindly reply to the sender and destroy all entries 
> of this message and any attachments from your system. Thank you.

-- 

Re: [rt-users] RT mobile interface

[Jesse Vincent]

On Tue  9.Nov'10 at 15:50:14 -0600, John Arends wrote:
> Ok, I figured out some more specifics:
> 
> I pointed my browser (FireFox) at https://rt-system.edu/rt/m and it
> forwarded to https://rt-system.edu/rt/m/index.html
> 
> I noticed the link at the bottom is for
> https://rt-system.edu/rt/m?NotMobile=1 and it doesn't work.

If you try 

 https://rt-system.edu/rt/m/?NotMobile=1 
 
does it work?

Re: [rt-users] RT mobile interface

[Jesse Vincent]

I've had a colleague attempt to replicate this with the current CPAN version 
and he can't. 

Can you give me the exact steps from "open up the browser" that demonstrate the 
issue?


On Mon, Nov 01, 2010 at 03:22:34PM -0500, John Arends wrote:
> On 11/1/10 10:45 AM, Jesse Vincent wrote:
> >
> >
> >On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote:
> >>I installed the mobile plugin, and it seems to work pretty well for
> >>the most part. I noticed in our case the link to return to the
> >>normal interface doesn't work. Clicking it does nothing. Any ideas?
> >If you try from a desktop browser does it work?
> 
> I tried on a desktop and hit the /m/ link and tried clicking on the
> "not using a mobile browser?" link and it doesn't do anything.
> 
> The logout doesn't seem to do anything either, but I was guessing
> that was due to how we authenticated users (through the web server
> rather than through RT).
> >>Also I noticed there is no queue view. Is this something that would
> >>have been challenging to add?
> >Not particularly, no.
> This might be something cool to add in the next version. I still
> don't own a smart phone of any type, but I'm looking at supporting
> this for those who do.
> 
> 
> 

-- 

Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss

[Jesse Vincent]

On Fri, Nov 05, 2010 at 10:32:22AM -0700, Joseph Spenner wrote:
> --- On Fri, 11/5/10, Jesse Vincent  wrote:
> 
> ./confiure --enable-layout=RH
> 
> This is interesting, since I use CentOS (RedHat) and had absolutely no issue 
> installing RT 3.8.8.  What does the above option do differently than omitting 
> it?
> 

Have a look in config.layout in the source directory. It's an affordance for 
package builders, mostly. Rather than defaulting to /opt/rt3 with RT's 
directory layout, it installs things in a more "RedHatty" layout. 
> 
> 
> 
>   

-- 

Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss

[Jesse Vincent]

Wes,

> I strongly recommend going with the 3.6 version of RT.  The install takes a 
> few minutes, and it otherwise meets all the requirements of our project.  
> Migration of old queues is simple.  There is cost savings in the near and 
> long-term.  

RT 3.6 is no longer being actively developed and receives only critical 
security fixes.  If 3.6, meets your needs, by all means use it, though we'd not 
recommend it to a client who was paying for our help or advice at this point.

Please do be careful to ensure that you're running 3.6.10, as all earlier 
releases are vulnerable to CVE 2009-3585.

> I CAN do a manual install of RT3.8 using the Best Practical install scripts.  
> It is not terribly hard.  However, the long-term costs of this are large.  
> The install scripts put all the binaries, configuration files, and libraries 
> in the wrong places for RHEL/CentOS, and working outside the package manager 
> means files could be clobbered at any time.  


If you'd like RT to be installed into RedHat FHS locations, you should use

./confiure --enable-layout=RH

> On the other hand, the rpms for RT3.6 use the package manager and put all the 
> config files in /etc, all the perl modules in the perl modules dir, and the 
> various tools in /usr/bin and /usr/sbin.  The non-standard install using the 
> scripts creates recurring costs in the future as the system is significantly 
> more difficult to update and harder to maintain, like by a factor of 50 (five 
> minutes compared to 4 hours).

Indeed, the maintenance burdens of an RPM upgrade for 3.6 are
likely to be small as you're not going to see any bugfix or feature
releases. Historically, the RPM installs of RT haven't had much in the
way of cross-major-version upgradability, so if you decide later to come
up to 3.8 to get Dashboards (automated emailed reporting), reasonable
support for mail generated by a modern Exchange server, the refreshed
UI, built in iCal support, several years of bug fixes and performance
improvements or any of the other features in 3.8, it might be rather
more work than if you'd started with 3.8.

I _do_ hear you about wanting a supported RPM.

Best,
Jesse

Re: [rt-users] 3.8.7 "Spreadsheet" is broken

[Jesse Vincent]

On Wed  3.Nov'10 at 10:45:54 -0400, Jeff Blaine wrote:
> The "Spreadsheet" link exports TSV which completely botches
> the data values associated with our custom fields.  The
> Custom Field data appears in all the wrong columns.

That's not something I've heard reported. I do know we improved this
codepath for 3.8.8. Is there a chance you're importing to your
spreadsheet as something other than TSV? (OpenOffice defaults to
importing tsv as tab, space, comma or semicolon delimited)
> 
> Is this a known bug?

Re: [rt-users] RT mobile interface

[Jesse Vincent]

On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote:
> I installed the mobile plugin, and it seems to work pretty well for
> the most part. I noticed in our case the link to return to the
> normal interface doesn't work. Clicking it does nothing. Any ideas?

If you try from a desktop browser does it work?

> 
> Also I noticed there is no queue view. Is this something that would
> have been challenging to add?

Not particularly, no.
> 
> 

-- 

Re: [rt-users] (Quick) tickets of a given type

[Jesse Vincent]

On Mon, Nov 01, 2010 at 01:53:48PM +, Giuseppe Sollazzo wrote:
> Hi Jesse,
> 
> thanks a lot for your prompt reply. It looks like exactly what we're
> after. I'll give it a try!
> What about putting it onto the
> http://wiki.bestpractical.com/view/Extensions wiki page?

Please go right ahead! Thanks :)

-jesse
> 
> All the best,
> Giuseppe
> 
> On 01/11/10 13:50, Jesse Vincent wrote:
> >
> >On Mon  1.Nov'10 at  8:47:16 +, Giuseppe Sollazzo wrote:
> >>Dear all,
> >>However, there's one thing we'd like to do and it's not clear if
> >>it's feasible or not: 'typed' (quick) tickets.
> >
> >I believe you're looking for RT::Extension::QuickCalls, which we built
> >for another university with the exact same sort of a requirement.
> >
> >http://search.cpan.org/dist/RT-Extension-QuickCalls/
> >
> >Best,
> >Jesse
> 
> 
> -- 
> 
> 
> Giuseppe Sollazzo
> Senior Systems Analyst
> Computing Services
> Information Services
> St. George's, University Of London
> Cranmer Terrace
> London SW17 0RE
> 
> Email: gsoll...@sgul.ac.uk
> Direct Dial: +44 20 8725 5160
> Fax: +44 20 8725 3583
> 
> 

-- 

Re: [rt-users] (Quick) tickets of a given type

[Jesse Vincent]

On Mon  1.Nov'10 at  8:47:16 +, Giuseppe Sollazzo wrote:
> Dear all,
> However, there's one thing we'd like to do and it's not clear if
> it's feasible or not: 'typed' (quick) tickets.
 
I believe you're looking for RT::Extension::QuickCalls, which we built
for another university with the exact same sort of a requirement.

http://search.cpan.org/dist/RT-Extension-QuickCalls/

Best,
Jesse


signature.asc
Description: Digital signature

Re: [rt-users] REST interface and long file names?

[Jesse Vincent]

If you guys could file a bug report, that'd be great.

Thanks.



On Fri 29.Oct'10 at 12:44:46 -0700, Tom Lahti wrote:
> Jesse's intent for the REST interface was to be RFC822 compliant, and that 
> ain't.  So I while I could probably make rt-client tolerate it, I probably 
> should push this to Jesse as REST isn't working the way he intended in this 
> case.  It will probably cause issues with other systems that interface with 
> RT's REST API as well.
> 
> --
> Tom Lahti, SCMDBA, LPIC-1, CLA
> BIT LLC
> 425-251-0833 x 117
> 
> 
> 
> 
> On Oct 28, 2010, at 3:47 PM, Thierry Thelliez wrote:
> 
> > I found a strange answer from RT while calling the REST interface.
> > You can see below that extra lines are added before and after the
> > Subject line.  This does not work well with rt-client (ruby library)
> > while parsing the answer. There should not be these extra lines.
> > 
> > Is that because we have a long filename? Or a comma in the title?
> > 
> > 
> > 
> > '
> > RT/3.8.7 200 Ok
> > 
> > id: 1302
> > 
> > Subject: _xx__xx_xxx_x_ xxx 
> >   xx xxx xx xx., xxx..xls
> > 
> > Creator: 574
> > Created: 2010-06-08 02:09:24
> > Transaction: 1970
> > Parent: 1300
> > '
> > 
> > 
> > Thanks,
> > Thierry
> 

Re: [rt-users] Doubt about an Extension to store information on the SQL database

[Jesse Vincent]

On Sun 24.Oct'10 at 16:27:50 -0300, Italo Valcy wrote:
> Hi Jesse,
> 
> On Sat, Oct 23, 2010 at 9:22 PM, Jesse Vincent  
> wrote:
> >
> > On Fri, Oct 22, 2010 at 08:18:36PM -0300, Italo Valcy wrote:
> >> Hi guys,
> >>
> >> I'd like to hear a tip from you about a RT extension store information
> >> on the SQL database. In other words, I need that my extension has some
> >> place in the SQL database to store some information (this information
> >> is preferences database for my extension)
> >>
> >
> > I suspect you want RT::Attributes - this sounds like exactly what they're 
> > for.
> 
> Yes!! Its exactly what I want!! RT is a really great tool!!!
> Congratulations guys for this beautiful tool.

Thanks! I'm glad RT has what you need :)

Best,
Jesse

Re: [rt-users] Doubt about an Extension to store information on the SQL database

[Jesse Vincent]

On Fri, Oct 22, 2010 at 08:18:36PM -0300, Italo Valcy wrote:
> Hi guys,
> 
> I'd like to hear a tip from you about a RT extension store information
> on the SQL database. In other words, I need that my extension has some
> place in the SQL database to store some information (this information
> is preferences database for my extension)
> 

I suspect you want RT::Attributes - this sounds like exactly what they're for.

Re: [rt-users] General permissions question

[Jesse Vincent]

On Fri, Oct 22, 2010 at 11:03:07AM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Fri 22.Oct'10 at  9:34:40 -0400, Josh Narins wrote:
> 
> > Class 3 won't be users which are seen via Configuration->Users. I still 
> > haven't
> > figured out if they count as "Everybody" or "Unprivileged." I'd like them 
> > to be
> > able to view any ticket (although I suspect they will rarely use such a 
> > power)
> > so I'm giving them ShowTicket and ShowComment and a few other minor 
> > privileges.
> > 
> They count as both everybody and unprivileged.  I'd strongly recommend
> giving your unprivileged users the right to showticket and showcomment
> on all tickets unless this will ALWAYS be a private-internal RT.
> 

Er. That's what I get for replying to email before coffee. I 
strongly recommend AGAINST giving your unprivileged users 
showticket/showcomment.

-Jesse

Re: [rt-users] Mobile UI for RTFM?

[Jesse Vincent]

On Tue, Oct 19, 2010 at 12:06:24PM -0400, Steve McStravick wrote:
>  
> I know I'm probably dreaming, but now that the mobile UI has wet the
> appetite, I have a request to search RTFM with the mobile UI.
> Currently it's not possible...is it something that's easily done?  I'm not a
> Perl guy, but I don't mind tinkering with code.

It's certainly _doable_, but hasn't been done. I'd start by looking at the RT 
mobile UI and seeing if the code makes sense.

Best,
Jesse
>  
> Thanks,
> Steve

-- 

Re: [rt-users] General permissions question

[Jesse Vincent]

On Fri 22.Oct'10 at  9:34:40 -0400, Josh Narins wrote:
> I have three classes of users, I'm wondering if my privileges/groups setup is
> what RT intends.
> 
> Class 1: Administrators. These three people can do anything.
> 
> Class 2: People who log into RT and own and resolve tickets. Each is only 
> going
> to be working with 1-3 queues out of 10-15 queues total.
> 
> Class 3: People who create tickets via email and don't need to do anything but
> reply via email.
>  
> 
> Right now I'm thinking class 1 and class 2 should be "privileged" users, and 
> by
> AdminCCs on the particular queues they are interested in. In addition, the
> three superusers will have, as a User Right, the "Super User" privilege.

That sounds right, though I might put your superusers in a "SuperUser"
group.

> Class 3 won't be users which are seen via Configuration->Users. I still 
> haven't
> figured out if they count as "Everybody" or "Unprivileged." I'd like them to 
> be
> able to view any ticket (although I suspect they will rarely use such a power)
> so I'm giving them ShowTicket and ShowComment and a few other minor 
> privileges.
> 
They count as both everybody and unprivileged.  I'd strongly recommend
giving your unprivileged users the right to showticket and showcomment
on all tickets unless this will ALWAYS be a private-internal RT.


> Does that sound about right?
> 
> 
> 
> Josh Narins
> 
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
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> jnar...@seniorbridge.com
> seniorbridge.com
> 
> SeniorBridge
> 
> ━━━
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> prohibited. In said event, kindly reply to the sender and destroy all entries
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Re: [rt-users] Language on RT 3.9.4

[Jesse Vincent]

I believe we've fixed this for the next 3.9 beta

"seb...@gmail.com"  wrote:

>Hi list,
>
>On 3.9.4 we can switch the user language. It always displays in
>default English, no matter what language we select.
>
>Any help?
>
>Thanks.-
>
>RT Training in Washington DC, USA on Oct 25 & 26 2010
>Last one this year -- Learn how to get the most out of RT!

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Re: [rt-users] Contribution: Connecting SVN and RT

[Jesse Vincent]

On Fri, Oct 08, 2010 at 05:45:28PM -0400, Josh Narins wrote:
> Primarily, because I didn't know it existed.
> 
> Secondarily because, even though I looked through the code, I'm still fuzzy 
> on exactly what a ticket looks like after the update. It changes the Links? 
> Aren't Links usually to other tickets? So far I've just merged tickets, and 
> made some depend on others. Can a RefersTo store an arbitrary text string 
> like path/under/r...@123? For those who don't know, @123 is subversion's "pin 
> revision syntax."

Yes. RT lets you plug in arbitrary URI schemes. So we added a svn one.

So. this code adds a link from the ticket to the commit when the commit 
includes a [ticket #2313] in the commit message. It also lets you update the 
ticket from the commit message with certain key:value pairs and adds commit 
messages to ticket history.

> 
> Thirdly, my way is a bit less work. The commit hook, since it has access to 
> the svnlook output, has the owner, repository, revisions, and so on. I feel, 
> with my basic understanding of your code, that mine can accomplish the same 
> overall amount of work with less effort.

I'm a big fan of the loose coupling "webhook" style provoked poll of 
RT-Integration-SVN, but really whatever works for you works ;)

-Jesse
> 

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Re: [rt-users] Contribution: Connecting SVN and RT

[Jesse Vincent]

Josh,

While it may have needed customization to do exactly what you're trying to do, 
is there a reason you didn't start with 
http://search.cpan.org/dist/RT-Integration-SVN/?

Best,
Jesse


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Re: [rt-users] Slow Ticket History

[Jesse Vincent]

On Tue  7.Sep'10 at 12:24:35 +0100, Tim Cutts wrote:
> 
> From what I can tell, the real problem here is repeated scanning of both the 
> @attachments and @attachment_content arrays, which makes the execution speed 
> of the ShowHistory element O(N^2) with respect to the number of transactions; 
> painful, to say the least.
> 
That still shouldn't have been _slow_,  but you're 100% right that it
was inefficient. I've taken a slightly cleaned up version of the patch
into 3.9 - along with a bunch of other ticket history perf work I've
been doing over the past few weeks, I think you'll find it to be a
pleasant change.

Thank you!

-jesse

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Re: [rt-users] [Rt-announce] RT 3.9.4 - first development release leading to RT 4.0.0

[Jesse Vincent]

On Wed, Sep 29, 2010 at 03:25:50PM -0400, Jeff Voskamp wrote:
>  On 09/28/2010 05:36 PM, Jesse Vincent wrote:
> > * A mobile-optimized web interface
> Does this mean we don't the the MobileUI plugin?

Right. I took the mobileui plugin and plugged it in ;)

> Jeff

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[rt-users] [Rt-announce] RT 3.9.4 - first development release leading to RT 4.0.0

[Jesse Vincent]

It gives me great pleasure to release RT 3.9.4, the first development 
snapshot leading up to the eventual release of RT 4.0.0.

This snapshot is immediately available from:

http://download.bestpractical.com/pub/rt/devel/

a0a6fcaaf07d1496c2b28a82a4e760bdbd6b5b26  rt-3.9.4.tar.gz
d8dd8fafb3330bfa2bf598ddccf7de8b550c506c  rt-3.9.4.tar.gz.sig


Over the past four months, we've been hard at work on RT 3.9, a new
development branch based on RT 3.8. Many of the features we've been
working on in RT 3.9 are driven by a generous and supportive customer,
but we've also been able to backport a number of features from our
original RT 4 effort.

As of today, some of the bigger features you can find in RT 3.9 are:

* A new access-control editing UI
* Performance improvements
* Date custom fields
* Timestamp custom fields
* IP Address custom fields
* IP Address Range custom fields
* A new "ticket lifecycle" state engine
* A mobile-optimized web interface
* Browser-based theme and logo customization

We expect fast full-text searching on Postgres and Oracle, as well some
other cool features, to land in RT 3.9 within the next few weeks.
 
Later today, we will release RT 3.9.4, the first beta version on the
new road to RT 4.0.0. This is a DEVELOPMENT SNAPSHOT and not intended
for production deployment. It should be possible to upgrade your test
databases from RT 3.8.8 to RT 3.9.4. If you run into trouble, please
report it to rt-de...@lists.bestpractical.com.  This release is not
considered to be production-ready and you should not run it in production.
 
Before you do anything with RT 3.9, you should _definitely_ read the
UPGRADING document, as it describes some fairly substantial changes.
 
We're not yet promising that the APIs or schema in 3.9 are stable or that
we've documented every problem and upgrade headache. That said,
we do want to hear about what you like (and what you don't). Again,
rt-de...@lists.bestpractical.com is the right place to report such things.

Best,

Jesse Vincent
Best Practical



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[rt-users] [Rt-announce] RTIR 2.6.0 release candidate 1

[Jesse Vincent]

I'm pleased to announce that the first release candidate for RTIR 2.6.0 is
now available for download. 

The major change in RTIR 2.6 is improved control of custom fields in
RTIR. In earlier releases, all of RTIR's custom fields were prefixed with
'_RTIR_'.  RTIR 2.6 continues our work to move RTIR to using standard
RT APIs and extension mechanisms.  It's now easier than ever to add and
remove fields in RTIR with fewer side effects and less custom code.

This upgrade is NOT fully automated. It's very important that you
validate all custom code stored in RT's database.  You can read more
about the upgrade procedure in the "UPGRADING" document included in
the distribution.  If you already have a support contract for your RTIR
instance or are interested in picking one up, Best Practical can make
staff available to help you plan your upgrade.

RTIR 2.6 is intended for use with RT 3.8.

Information on other changes in RTIR 2.6.0RC1 is below.

http://download.bestpractical.com/pub/rt/devel/RT-IR-2.6.0rc1.tar.gz
http://download.bestpractical.com/pub/rt/devel/RT-IR-2.6.0rc1.tar.gz.sig

SHA:

0e832292326abf129690af6f9a39c6d070d6e95a  RT-IR-2.6.0rc1.tar.gz
189cab91270c41b0bcf3b7c380b6d779e004ca38  RT-IR-2.6.0rc1.tar.gz.sig

Best,
Jesse


Changes:

* INCOMPATIBLE: prefix '_RTIR_' has been deleted from
  all custom fields in RTIR. See UPGRADING for upgrade
  instructions.
* INCOMPATIBLE: New option %RTIR_CustomFieldDefaults
  that replaces several $RTIR_*_default options that
  were there before, don't forget to update config.
* almost all default Custom Fields of RTIR now can be
  disabled or un-applied. Read more in Administration
  Tutorial.
* IP CF can be changed to single value
* On create with linking (a new child from an incident or a new
  incident from a child) use default values for custom fields
  from linked object
* allow to use any custom field for lookup, not only IP,
  no UI at the moment, but can be used via arguments of a URL
  in clicky actions or linked CFs
* switch SimpleSearch over to the buttonless version
* RTIR's SimpleSearch searches by IP in all queues if
  query is an IP only
* we have search in any RTIR's queue, so we need default
  search format, new entry in $RTIRSearchResultFormats
  config option
* switched over RT's style for RTIR's query builder
* RT::IR->OurQueue(...) method
* RT::IR->CustomFields(...) method
* refactored test suite for re-use in RTIR's extensions
* better described Incident input field on Create pages


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[rt-users] [Rt-announce] An update on RT 4.0

[Jesse Vincent]

A good long time ago, I announced that we'd begun work on a massive
re-engineering effort to update and improve RT, replacing large 
parts of the internals with a new web framework, overhauling the UI
and numerous subsystems inside the RT core. I told you that we'd be
releasing this as "RT 4" as quickly as we could, though it was a pretty
serious development effort. While we were always circumspect about
release dates, I hinted to a few of you that you might see RT 4 in 
early 2008.

If you've ever come to one of our public RT developer/administrator
training classes, you'll have heard me warn you never to trust a vendor
when they promise a release date, even if that vendor is me. 

**  If you haven't ever come to one of our public training sessions,  **
**  we're running one in Washington DC on October 25th and 26th.  **
**  You can find out more at http://bestpractical.com/training**

It should go without saying that we missed our original early-2008 target
date. As we worked, we discovered just how much bigger the project was
than we'd originally intended. At the same time, the RT 4 codebase was
different enough that users would probably have to completely rewrite
their local customizations and changes.

We've put a number of engineer-years into RT 3.999. It's been difficult
to accept, but over the past six months we've come to the conclusion that
the RT 3.999 codebase isn't going to be the next step in RT's evolution.

That's the bad news.

There's some good news, too.

Since we first branched RT 4 development in late 2007 (before we released
RT 3.8), we've remained committed to RT 3. RT 3.8 has seen almost 2000
commits and approximately 250,000 lines of changes. Those changes run
the gamut from bug fixes to security improvements and major new features.

Over the past four months, we've been hard at work on RT 3.9, a new
development branch based on RT 3.8. Many of the features we've been
working on in RT 3.9 are driven by a generous and supportive customer,
but we've also been able to backport a number of features from our
original RT 4 effort.

As of today, some of the bigger features you can find in RT 3.9 are:

* A new access-control editing UI
* Performance improvements
* Date custom fields
* Timestamp custom fields
* IP Address custom fields
* IP Address Range custom fields
* A new "ticket lifecycle" state engine
* A mobile-optimized web interface
* Browser-based theme and logo customization

We expect fast full-text searching on Postgres and Oracle, as well some
other cool features, to land in RT 3.9 within the next few weeks.

Later today, we will release RT 3.9.4, the first beta version on the
new road to RT 4.0.0. This is a DEVELOPMENT SNAPSHOT and not intended
for production deployment. It should be possible to upgrade your test
databases from RT 3.8.8 to RT 3.9.4. If you run into trouble, please
report it to rt-de...@lists.bestpractical.com.

**  Sign up for the last RT admin/developer training of 2010!**
**  Join us October 25 and 26th in Washington, DC.   **
**  In addition to the regular technical content, I'll be talking**
**  about RT's future and showing you how to get started with RT 4.  **
**  You can find out more at http://bestpractical.com/training   **  

Before you do anything with RT 3.9, you should _definitely_ read the
UPGRADING document, as it describes some fairly substantial changes.

We're not yet promising that the APIs in 3.9 are stable or that
we've documented every problem and upgrade headache. That said,
we do want to hear about what you like (and what you don't). Again,
rt-de...@lists.bestpractical.com is the right place to report such things.

You'll have RT 4.0.0RC1 by December 25, 2010[1].

Best,

Jesse Vincent
Best Practical


[1] RC means "Release Candidate" -- It's important to note that I haven't
promised a release date for RT 4.0.0. You just can't trust vendors who
do that.


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Re: [rt-users] Unable to access site after reboot

[Jesse Vincent]

On Fri, Sep 24, 2010 at 07:16:08AM -0500, Poulter,   Dale wrote:
> We have been running RT 387 for several months without any issues.  However,  
> after a reboot of the server the site is not accessible.  When we attempt to 
> access the site we get prompted to download the file.  This appears to point 
> to a module not being loaded but no errors seem to be generated.  Have any 
> one experienced this and resolved it?  Any suggestions?  Thanks.
> 

I bet you're running RedHat Enterprise 5.5 and RHN "upgraded" your Perl, 
breaking modules that RT depends on.

-Jesse

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] change main menu place to right

[Jesse Vincent]

Hi Armin,

To date, we haven't spent a lot of time with RT and RtL languages. I'd
certainly appreciate any advice you have on what we need to do to better
support them.

Best,
Jesse

On Sun 19.Sep'10 at 17:50:21 +0430, armin imani wrote:
> hi
> i am using RT in Persian. because Persian is a right to left language,
> i want to change the place of main menu from left to right
> who can i doing this?
> 
> --
> 
> Best Regards
> Armin Imani
> 
> 
> 
> -- 
> 
> Best Regards
> Armin Imani
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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Re: [rt-users] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

[Jesse Vincent]

> > Solutions like "well make the file only readable by root" aren't going to
> > be accepted (not by me, but by our security team). Needs to be a hashed
> > password, may be, or something.. I don't know.. soliciting ideas.
> >

When people talk about hashes, they are _typically_ talking about
one-way functions. You can tell if two passwords hash to the same thing, 
but can't typically reverse a hashed password into usable credentials.

Have you tried asking your security people for recommendations? Presumably
they have a way they'd like you to do this.

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] RT -> Multiple DB's

[Jesse Vincent]

Would "standard" replication do what you want?

ronald.higg...@gmail.com wrote:

>Hi All.
>
>Has anyone found a mechanism for RT to write to 2 different DB's but read from 
>1 ? This would be useful for testing different DB configurations without to 
>much Impact to users?
>
>Regards 
>
>Ronald Higgins 
>Sent via my BlackBerry from Vodacom - let your email find you!
>
>RT Training in Washington DC, USA on Oct 25 & 26 2010
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RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] RT-Extension-Mobile Links/Dependencies

[Jesse Vincent]

On Fri, Sep 10, 2010 at 12:13:36PM -0400, Curtis Bruneau wrote:
> I was wondering if there was plans to convert the Links/dependent
> tickets to use the mobile URLs instead. I briefly checked out the
> code and it's using the main site's elements. It seems like it's a
> bit of work to convert due to a few files being used.

RT should automatically redirect you to the mobile ticket display when you get 
to a /Ticket/Display.html?id=... page
> 
> Curtis
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-- 

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Re: [rt-users] Slow Ticket History

[Jesse Vincent]

On Thu, Sep 09, 2010 at 08:15:37AM +0100, Justin Hayes wrote:
> We gave those patches a try. Shaved ~4s from our 20s, which isn't bad so we 
> might look at rolling them into Live.

Justin,

Have you tried running ticket loads under Devel::NYTProf with the standalone 
server to try to identify what's up here for you?

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Re: [rt-users] Slow Ticket History

[Jesse Vincent]

Tim,

Thanks for these patches. I'm...very surprised at the numbers you're seeing, 
but appreciate that you have something that can help. I'll look at getting this 
rolled into core.


On Tue, Sep 07, 2010 at 12:24:35PM +0100, Tim Cutts wrote:
> 
> On 6 Sep 2010, at 5:54 pm, rt-users-requ...@lists.bestpractical.com wrote:
> 
> > So far we've tried installing RT on different hardware, both 32 and 64bit 
> > versions of linux. RT is still very slow for long tickets. All the time is 
> > taken up by the perl/apache process maxing out a core of CPU.
> > 
> > We've even gone as far as trying to profile the code. We came up with this 
> > graph of where the time was going:
> > 
> > 
> > We then tried to go further into those functions but can't find a single 
> > smoking gun call that is taking all the time.
> > 
> > For example in a ticket that takes 22s to render approx 5 secs goes on 
> > these 2 lines:
> > 
> > File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
> > 
> > my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } 
> > @attachments;
> > 
> > grep { ($_->TransactionId == $Transaction->Id ) && 
> > ($trans_content->{$_->Id} = $_)  } @attachment_content;
> > 
> 
> From what I can tell, the real problem here is repeated scanning of both the 
> @attachments and @attachment_content arrays, which makes the execution speed 
> of the ShowHistory element O(N^2) with respect to the number of transactions; 
> painful, to say the least.
> 
> 1)  The %$trans_content hash can be made up front in a single pass, for all 
> the attachments in the ticket, turning this into an O(N) operation, rather 
> than O(N^2)
> 2) The $trans_content variable is only used in one place; it's passed to 
> ShowTransaction, where it is then passed on to ShowTransactionAttachments.
> 3)  In there, there are some errors which cause some autovivification of hash 
> members which needn't happen.
> 4)  You can do much the same up-front calculation with $trans_attachments as 
> well, so you don't have to keep grepping through it
> 
> I've now made those changes, and on a reasonably large ticket (216 
> transactions) it reduced the ticket rendering time on my system from 2.5 
> minutes to 34 seconds, which is a pretty good improvement, I think.
> 
> On a more extreme ticket, with 417 transactions, the 3.8.8 release code takes 
> over 20 minutes to render the ticket (I gave up waiting), so in fact it's 
> considerably worse order execution time than I thought.  My patched code 
> takes 2.2 minutes - still not brilliant but hey, this ticket is now 
> renderable, which it was not before.
> 
> Just for some background, the hardware I'm running on:
> 
> RT database:  2 CPU virtual machine, 8GB RAM, MySQL, running on vSphere 4.1 
> on a 2.0 GHz E5504 Nehalem system
> RT web server:  2 CPU virtual machine, 2GB RAM, on the same type of physical 
> hardware as the database server
> 
> As far as I can tell, I have not semantically altered the code, but others 
> may want to test more thoroughly.  I have not yet put this on my production 
> web server - I cloned my web server VM and made my changes to the clone (God, 
> I love VMs for this sort of thing!)
> 
> Regards,
> 
> Tim
> 
> Here are my patches to Ticket/Elements/ShowHistory:
> 
> --- /opt/rt3/share/html/Ticket/Elements/ShowHistory   2010-05-14 
> 13:58:15.0 +0100
> +++ /opt/rt3/local/html/Ticket/Elements/ShowHistory   2010-09-07 
> 11:59:30.0 +0100
> @@ -84,6 +84,10 @@
>  <%perl>
>  my @attachments = @{$Attachments->ItemsArrayRef()};
>  my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};
> +my $trans_content = {};
> +map { $trans_content->{$_->TransactionId}->{$_->Id} = $_  } 
> @attachment_content;
> +my $trans_attachments = {};
> +map { push (@{$trans_attachments->{$_->TransactionId}}, $_) } @attachments;
>  
>  while ( my $Transaction = $Transactions->Next ) {
>  my $skip = 0;
> @@ -97,12 +101,6 @@
>  
>  $i++;
>  
> -my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } 
> @attachments;
> -
> -my $trans_content = {};
> -grep { ($_->TransactionId == $Transaction->Id ) && 
> ($trans_content->{$_->Id} = $_)  } @attachment_content;
> -
> -   
>  my $IsLastTransaction = 0;
>  if ( $OldestFirst ) {
>  $IsLastTransaction = $Transactions->IsLast;
> @@ -118,7 +116,7 @@
>Transaction  => $Transaction,
>ShowHeaders  => $ShowHeaders,
>RowNum   => $i,
> -  Attachments  => \...@trans_attachments,
> +  Attachments  => $trans_attachments->{$Transaction->id},
>AttachmentContent=> $trans_content,
>LastTransaction  => $IsLastTransaction
>   );
> 
> and here's the patch to ShowTransactionAttachments (both files need to be 
> patched):
> 
> --- /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments
> 2010-05-14 13:58:15.0 

Re: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1

[Jesse Vincent]

On Thu, Sep 02, 2010 at 02:51:48PM -0700, dill weed wrote:
> I don't have access to the server until Monday to run "make testdeps",
> but the version of Stacktrace that I'm using is p5-Devel-StackTrace
> 1.23 from the FreeBSD ports collection.
> 

Is it actually installed in a path RT can see?

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Re: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1

[Jesse Vincent]

On Thu, Sep 02, 2010 at 02:16:06PM -0700, dill weed wrote:
> I recently updated my installation of rt38 from the ports collection
> on FreeBSD 8.1 and found that webmux.pl will not allow apache22 to
> start.  Here is a copy of the error that I'm am receiving:


"make testdeps" from the RT build directory?
Also, what version of Devel::StackTrace is installed?

> 
> [Wed Sep 01 11:01:08 2010] [error] Devel::StackTrace does not define
> $Devel::StackTrace::VERSION--version check failed at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
> 10.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
> 10.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
> 10.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
> 10.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
> 73.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
> 73.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
> 18.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
> 18.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
> 41.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
> 41.\nCompilation failed in require at (eval 1218) line
> 3.\n\t...propagated at /usr/local/lib/perl5/5.10.1/base.pm line
> 94.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Request.pm line
> 55.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
> 60.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
> 60.\nCompilation failed in require at /usr/local/bin/webmux.pl line
> 150.\nCompilation failed in require at (eval 4) line 1.\n
> 
> [Wed Sep 01 11:01:08 2010] [error] Can't load Perl file:
> /usr/local/bin/webmux.pl for serve blah.blah.home:0, exiting...
> 
> However when I comment out the webmux.pl line from my httpd.conf the
> server starts fine.  I'm not sure why the error is coming from
> Devel::StrackTrace and I'm not sure how to fix this error.  I'm
> anxious to hear what tips other users might have.
> 
> Everything is update as far as the ports collection is concerned. I'm
> running FreeBSD 8.1, apache 2.2.16, mod_perl2 2.0.4, mysql
> 5.1.(something).  All items were installed from the ports collection.
> 
> Thank you in advance for the help,
> Reid
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

On Wed, Sep 01, 2010 at 11:39:26AM -0500, Max McGrath wrote:
> I seem to be having issues on my Blackberry with the MobileUI.
> 
> Here's what I have:
> 
> RT 3.8.8 on Ubuntu 10.04 and MobileUI 0.96.
> 
> Blackberry Curve
> Blackberry 8530
> v5.0.0.654 (Bundle 1108, Platform 4.2.0.298)
> 
> If I tell the browser to go directly to the MobileUI it works -- but it does
> not auto detect it and just brings me to the normal login page...
> 
> Am I missing something simple?
> --

Can you get the string the user's browser identifies itself as?

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jesse Vincent]

Thanks. I've pushed out 0.96 with WebOS listed.


On Wed, Aug 25, 2010 at 04:55:59PM -0400, Jason A. Smith wrote:
> On 08/05/2010 05:08 PM, Jesse Vincent wrote:
> >
> >We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
> >and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only
> >tested this on a recent RT 3.8, but it _should_ work on older versions
> >of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.
> 
> Hi Jesse,
> 
> I just had a coworker try the mobile UI on his new Palm WebOS phone
> and it didn't detect his phone automatically.  Adding 'WebOS' to the
> HTTP_USER_AGENT env var regex fixed it for him.  We have version
> 0.95 installed here.
> 
> ~Jason
> 



> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


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RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] 32 levels deep in component stack (infinite recursive call?)

[Jesse Vincent]

On Thu 26.Aug'10 at 11:27:23 +0100, Thorvald Hallvardsson wrote:
> Hi guys,
> 
> Another problem. When I'm trying to access CONFIGURATION -> GLOBAL -> USER 
> RIGHTS || GROUP RIGHTS || RT AT A GLANCE I'm getting an error:
> 
> 32 levels deep in component stack (infinite recursive call?)
> 
> Output from dev mode can be found here:
> http://paste-it.net/public/x7307cf/
> 
> I was trying to find the solution in google but all related problems dropped 
> some sort of proper errors (like module cannot be found). In my case there 
> are no
> "proper" error or I missed it.
> 
> It's the brand new installation from yesterday so I presume I have got all 
> perl modules most up to date (besides Email::Address).

Hi Thorvald,

Can you send the output of the "System Information" page under
"Configuration -> Tools"?

Thanks,
Jesse

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