[rt-users] RT 4 experiences
For those who have installed testing versions of RT 4, what are your impressions? I'm deliberately not asking when it will be released since I know it will be released when it is ready. I don't yet have time to set up a test installation, but I'm hoping to free up time for that soon. In the mean time, I wanted to hear what people thought. Is the interface the same new one from 3.8? Does functionality change much? When we went from 3.6 to 3.8, enough changed that we had to do some training and plan the rollout fairly carefully. Can we slip 4.0 in without people noticing, or is the upgrade bigger than that? Just general impressions, etc.
Re: [rt-users] rtfm demo?
So set up a test installation of RT. It doesn't take very long. RTFM isn't something that works well unless you customize it for your particular environment. There's not much to see/touch unless you have full control over the RT instance. On 1/12/11 5:38 AM, hubert depesz lubaczewski wrote: hi is there any publicly available rtfm demo? I'd like to see how it works, but i'd prefer to test-drive it without installation/modification of existing rt installation. Best regards, depesz
Re: [rt-users] single sign-on
I don't know what your users are like, but for a good portion of our users, actually using RT is too complicated. We have a simple web form that creates tickets for people. If they don't really need RT access, this might be an option. On 1/3/11 7:19 AM, Jonathan Salomon wrote: Hi all, I’d like to ask you for some advice on how to achieve SSO with RT 3.8.2, so my users won’t have to enter their credentials each time they want to open a ticket through the web interface. I see ExternalAuth which I am already using for authentication against our AD, can do this but through a cookie. Since we don’t have a company portal or something like that, we do not have a cookie set already. Therefore ideally I’d like to get the credentials from the Windows session. I came across this link (http://blank.org/memory/output/rt-ad-sso.html) that seems to do what I want but I see it’s a bit dated. Does anyone know if this is still relevant and if it’s possible to integrate this with ExternalAuth? Are there any other approaches? I would be grateful if anyone could spare some tips. Thanks! Jonathan
Re: [rt-users] single sign-on
We've done it two ways. The easiest is just to create a web mail form using PHP and have it send email to RT. Since it is through our portal, its easy to have the web form forge the from address as usern...@whatever.com and RT thinks it came from the user. We also have one more complicated form that uses the RT perl API to actually create the ticket and set priorities. This has to run on our RT server. I'd eventually like to get rid of it, since it is messy, but it works. On 1/3/11 10:36 AM, Bouzite, Radouan wrote: Hi, Can I ask you how it works the web form to create tickets ? - *Radouan Bouzite* Unix/SAN Admin. Ipex Management Inc. Tel : (514) 769 3445 ext 291 Fax :(514) 769-1672 *From:*rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of *John Arends *Sent:* January-03-11 11:32 AM *To:* rt Users *Subject:* Re: [rt-users] single sign-on I don't know what your users are like, but for a good portion of our users, actually using RT is too complicated. We have a simple web form that creates tickets for people. If they don't really need RT access, this might be an option. On 1/3/11 7:19 AM, Jonathan Salomon wrote: Hi all, I’d like to ask you for some advice on how to achieve SSO with RT 3.8.2, so my users won’t have to enter their credentials each time they want to open a ticket through the web interface. I see ExternalAuth which I am already using for authentication against our AD, can do this but through a cookie. Since we don’t have a company portal or something like that, we do not have a cookie set already. Therefore ideally I’d like to get the credentials from the Windows session. I came across this link (http://blank.org/memory/output/rt-ad-sso.html) that seems to do what I want but I see it’s a bit dated. Does anyone know if this is still relevant and if it’s possible to integrate this with ExternalAuth? Are there any other approaches? I would be grateful if anyone could spare some tips. Thanks! Jonathan -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign
Re: [rt-users] Setting up RT 3.8.8 on CentOS 5.5
The args between ./configure and rt-test-dependencies don't have the same syntax. Read this carefully. http://requesttracker.wikia.com/wiki/ManualInstallation On 12/20/10 9:15 AM, Gregory Greafers wrote: Hi RT Community, I have been having a difficulty in setting up RT on my CentOS [Apache2, mysql, postfix]. Its defaulting on FCGI while I want it to use mod-perl2. In my /tmp/rt-3.8.8. when I test my RT installation, [r...@rt_sys]# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi perl: =5.8.3(5.8.8) ...found users: rt group (rt) ...found bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (apache) ...found web group (apache) ...found CLI dependencies: ... The RT configure file doesn't give me options for mod_perl, only apachectl [r...@rt_sys mailto:r...@rt_sys]#./configure --with-mysql --with-modperl2 --with-apachectl configure: WARNING: unrecognized options: --with-mysql, --with-modperl2 configure: error: cannot find install-sh, install.sh, or shtool in . ./.. ./../.. Please help me pinpoint where I might be going wrong, or better, a guide to help me complete the installation from start to finish on CentOS. I have been using the root account (the only account on the system) in my installation... -- Regards, *Gregory Okot**h* -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign
Re: [rt-users] Allowing email attachments into RT ticket
We strip off attachments with a script called by procmail. Too many people we support have made their email in Outlook pretty with blue sky backgrounds, and other fun attachments. We don't want hundreds of copies bluesky.jpg in our RT database. On 12/16/10 9:48 AM, Kevin Falcone wrote: On Thu, Dec 16, 2010 at 06:21:20AM -0500, Joe Kirby wrote: We allow certain functions to create a ticket within RT via an email. Is there a way for this email to have an attachment that is also brought into RT at that time? RT accepts regular emails with attachments. -kevin
Re: [rt-users] Exchange tip
I do something similar, just not with Exchange. With this system you're leaving the door open if h...@help.domain.com ever gets accidentally released into the wild. I've been very careful so far and this hasn't been an issue. We talked about implementing iptables rules on the RT box that would limit which machines it can receive email from in order to prevent people from using h...@help.domain.com and instead using h...@domain.com so mail goes through the proper path. We haven't done it though, and so far keeping h...@help.domain.com as a secret all has been well. On 12/13/10 7:11 PM, Jason Knight wrote: Just thought I’d throw this tip out there if you are running Exchange in your environment. I have RT configured on my CentOS 5.5 box, help.domain.com. My /etc/alias file uses h...@help.domain.com mailto:h...@help.domain.com for incoming requests into my main helpdesk queue. What I’ve done with Exchange, that hosts for domain.com, is to create the email h...@domain.com mailto:h...@domain.com, and a contact for h...@help.domain.com mailto:h...@help.domain.com. The newly created Exchange mailbox, h...@domain.com mailto:h...@domain.com forwards to h...@help.domain.com mailto:h...@help.domain.com. What this allows me to do is use delivery restrictions on the Exchange account to limit the help desk to authenticated users only, thus blocking outside requests. I know RT has it’s own mechanism to do this, but this allows me to open it up easily if I need to, and I can use LDAP authentication alongside local users in RT. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign
Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?
I don't understand people's desire to use 3rd party RT packages. You're then at the mercy of the packager, and it makes it harder to fix problems and apply upgrades when new RT releases come out. It's better to learn the internals of RT and deal with its idiosyncrasies than to use a package you find somewhere. They're almost always extremely outdated, and require quite a bit of configuration. My RT setup has enough customizations that I keep track of separately that fighting with someone's RPM package would end up costing me far more time that it'd save. Don't get me wrong, I'd *LOVE* *LOVE* *LOVE it if Best Practical official had RPMs available and would use them in a heartbeat, it would make my life easier, and make me a happier person as well as make RT easier to maintain, but 3rd party RPMs are annoying. Don't use them, just install RT per the instructions. 3.8 is such an improvement over 3.6 if anyone made me go back I'd be very cranky about it. On 12/13/10 10:06 AM, Jacob Ritorto wrote: RedHat is god, ftw! On 12/13/10 10:59, Kevin Falcone wrote: On Mon, Dec 13, 2010 at 01:50:44PM +, Khusro Jaleel wrote: I am thinking of migrating an RT instance from a machine running RT 3.8.1 to a machine running 3.6, but I'm not sure if this is even possible? Is it possible to move the MySQL DBs straight across from 3.8 to 3.6 without any issues? If there are any tweaks to be done, are they major? There are some pretty major schema differences, in particular encodings. I can't recommend against this enough. I am trying to use a Redhat machine which only has the official EPEL RT packages which are currently only at 3.6. If I can't move the DBs across, is there perhaps a way I can perform a default install on 3.6, then export / import the old (3.8) data in? Not really -kevin -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign
Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?
CPAN makes me cranky, but trying to package all the perl modules as RPMs makes me crankier. It's like wrapping one packaging system around another one, and fighting with both of them. The reality is, every time RHEL updates perl, RT will break. I solve this by having an identical test system. I apply the updates, see what breaks, and then reinstall the perl modules in question using CPAN. Once I figure this out, I do the same process on the production RT system during a maintenance window. It actually works out pretty well now that I am used to this, but it is less than ideal. 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. Still, I love RT and praise it to anyone who will listen. On 12/13/10 11:04 AM, Khusro Jaleel wrote: I'm stuck between a rock and a hard place, then. The Redhat people are telling me to *avoid* CPAN like the plague, and most people [1] seem to have accomplished the install on CentOS systems using a combination of packages + CPAN, which is something else that is NOT recommended to do. I wish Best Practical did come up with their own packages, especially for Redhat, it would make things so much easier. [1] - http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome
Re: [rt-users] Possible to downgrade DB from 3.8 to 3.6?
On Dec 13, 2010, at 6:06 PM, Gary Greene wrote: On 13/12/10 9:43 AM, John Arends jare...@illinois.edu wrote: CPAN makes me cranky, but trying to package all the perl modules as RPMs makes me crankier. It's like wrapping one packaging system around another one, and fighting with both of them. This is why I use cpan2rpm every time. The reality is, every time RHEL updates perl, RT will break. I solve this by having an identical test system. I apply the updates, see what breaks, and then reinstall the perl modules in question using CPAN. This ALSO can be avoided, if you know how to package your cpan2rpm packages in site instead of vendor locations. This allows that NONE of the issues that are endemic of RHEL's busted Perl packaging to cause long term headaches for me. Do you know of a guide that explains how to do this?
Re: [rt-users] Migrate and upgrade RT
The database doesn't get automatically upgraded, but old databases will usually work just fine, so your problem is likely not database related. You need to run manually upgrade the database schema. On 12/9/10 11:17 AM, Kevin Bailey wrote: Hi, Currently we have RT running at version ii request-tracker3.6 3.6.1-4+etch1 Extensible trouble-ticket tracking system on a Debian etch server. We have a nice new Debian server set up running Debian lenny. And we've installed RT on that server from the repository - currently version ii request-tracker3.6 3.6.7-5+lenny4 Any pointers on how we move the data from the old server to the new one. I was told that it was just a question of copying the database over to the new server and connecting to it using the conf file. Then the database would automatically get updated when it was first accessed - but we've run into a problem whereby the web server fails to start [Thu Dec 09 16:53:06 2010] [error] Insecure dependency in chdir while running with -T switch at /usr/share/perl/5.10/File/Path.pm line 222.\nCompilation failed in require at (eval 2) line 1.\n [Thu Dec 09 16:53:06 2010] [error] Can't load Perl file: /usr/share/request-tracker3.6/libexec/webmux.pl for server cyclone2.freewayprojects.com:80, exiting.. I will start looking through the docs etc but thought I'd ask for some pointers first. Thanks, -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbai...@freewayprojects.com Phone: +44 (0)1752 267090 -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign
[rt-users] mobile interface
I rolled version 1.00 of the mobile interface out to our production RT server over the weekend, and I already have some of our sysadmins commenting on it. Overall people are very pleased with it, and I've heard good comments on both the iPhone and the Droid. The biggest feature request is that people can not view their queues, but in the mean time I've suggested people create saved searches to replicate the queues that are most important to them. 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
Re: [rt-users] User Display List Restriction..
Everyone in your entire company has the ability to own tickets in every queue? Sounds like you need to adjust your permissions. On 11/22/10 10:40 AM, Narayanaswamy, Nagaraj wrote: Hello RT Gurus, A RT newbie question.. Is there a way to restrict the list of users to only the users of the queue?? We have several queues here and when a tickets comes into a particular queue, and if a person managing the queue for that day wants to assign the ticket to a particular user, all the users registered in RT are displayed, which might be the entire company . Instead here we would like to restrict it to only the users with authority to work on the queue. Thanks, -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign
Re: [rt-users] RT and Plesk on same Server
Without sounding too snarky, to me this is like asking if it is ok to keep a bag of apples and some beef in the same fridge. They have nothing to do with each other. You can use whatever email address you want. We have a nice supp...@domain.tld address that just forwards to supp...@rt.server.long.url.domain.tld and nobody is the wiser. On 11/21/10 4:01 PM, 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. 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 Mobile UI 0.99
This solves the problem I was having with the non-mobile browser link.
On 11/19/10 12:13 PM, 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
--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign
Re: [rt-users] RT mobile interface
Yes, it works if I add the / On 11/10/10 12:10 AM, Jesse Vincent wrote: 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
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 I manually type in https://rt-system.edu/rt/m/index.html?NotMobile=1 on the address bar it works. On 11/9/10 6:28 AM, Jesse Vincent wrote: 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. -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign
Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss
Migration from 3.6 to 3.8 is a non-issue. It is easy, and not even worth considering as a problem. It isn't any more difficult to move from 3.6 to 3.8 as it is to move from 3.6.x to 3.6.y. We were stuck on the RPM issue for a while, but I stopped caring. I don't trust the RPMs produced for 3.6 since they're not from Best Practical and their quality is unknown. The real issue is managing all the CPAN modules, not maintaining RT. Usually updating RHEL's Perl breaks RT, but it is easy to fix if you have a test system you perform all the upgrades on first. There are too many features that we use in 3.8.x to make sticking to 3.6 make any sense. On 11/4/10 4:01 PM, Wes Modes wrote: Dear Boss: 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. There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none seem to be forthcoming. Someday perhaps someone will put one together, but it doesn't look like anytime soon. 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. 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). Additionally, the cost of migration of old content from 3.6 to 3.8 is unknown. Again, I will install either RT3.6 or RT3.8 but I need you to understand and acknowledge the costs of the choice. Wes Thanks to Gary Greene for the info about his latest centos rpm build. -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign
[rt-users] RT mobile interface
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? Also I noticed there is no queue view. Is this something that would have been challenging to add?
Re: [rt-users] RT mobile interface
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] 3.2.1 - 3.8.8 any major data schema changes?
You can upgrade the whole way. The upgrading scripts will bring you current. Then you just need to hook up your new RT instance to the old database (or, copy the database to your new machine first). My database isn't on the RT machine so it makes it easier. We generally build completely new RT machines for each major version, or when the OS needs an upgrade (RT 3.6.x to 3.8.x, RHEL 4 to RHEL 5, etc). On 8/10/10 8:41 AM, Mike Johnson wrote: Is there anywhere on the wiki that documents which releases can be upgraded to from each? I guess basically what Im looking for is the shortest line from 3.2.1 --- 3.8.8 Is there a general rule of thumb? like every 3.x I should look at the UPGRADING? or would I have to dig into the point point releases? Thanks for the insight. I attempted to search the wiki, but I had a hard time even trying to figure out what that is called Mike. On Tue, Aug 10, 2010 at 9:33 AM, Kevin Falcone falc...@bestpractical.com mailto:falc...@bestpractical.com wrote: On Tue, Aug 10, 2010 at 09:09:21AM -0400, Mike Johnson wrote: I'm sitting here with a clean 3.8.8 RT install, and I have our current 3.2.1 that is in use... I want to be kind to my users, and migrate data... but I don't want to spend too much time/resources doing so... Would a backup of the rt database in 3.2.1 and a restore onto 3.8.8 work? You want to have a look at the UPGRADING files. The database structure is not compatible and you will need to run the various scripts described in UPGRADING. -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com http://rtbook.bestpractical.com/ -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca mailto:mike.john...@nosm.ca -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTAddressRegexp and 3.8.8
Is there now more strict checking for RTAddressRegexp in 3.8.8? I don't remember getting this error in the past. [Mon Jun 7 19:42:01 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt3/bin/../lib/RT/Config.pm:343) Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt root password
testw...@gmail.com wrote: RT experts: How to change RT root password for the web interface? Log in as root and change the password like any other user? Or is your problem that you don't know/forgot the RT password and are locked out? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Anyone know of a few enhancements to RT...
Gary Greene wrote: I've been trying to get Minerva using RT for a bit now, however I've run into a few feature requests that my users (read bosses) view as blockers. Does anyone know of a plug in that would add an address book feature to the BCC and CC fields when posting a ticket? Also, I need to know if there is a way to add a drop down to the new ticket creation page to have pre-defined subjects? This would allow users to select it in the case of a regularly requested ticket. Thanks in advance. We handled this by creating our own interface for users to submit tickets rather than having them use the RT interface. It's more user friendly for non-technical staff anyway. Our form asks the user a bunch of questions and assembles the information into a ticket. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Anyone know of a few enhancements to RT...
We have a few of these forms. Some are very simple forms that actually just send email to RT. Another one is sort of a hack and uses the RT Perl API which probably is not the best way to do things at this point but it works. Even just using email forms is pretty simple though. We hooked the form into our campus authentication system so we get the username, and then do an LDAP query so we can fill in a lot of the data and pre-populate the form. icydee wrote: John This sounds interesting to me. Did you do this as a separate web application that communicates (sends the ticket) to RT via the RT REST API? Regards Ian John Arends wrote: Gary Greene wrote: I've been trying to get Minerva using RT for a bit now, however I've run into a few feature requests that my users (read bosses) view as blockers. Does anyone know of a plug in that would add an address book feature to the BCC and CC fields when posting a ticket? Also, I need to know if there is a way to add a drop down to the new ticket creation page to have pre-defined subjects? This would allow users to select it in the case of a regularly requested ticket. Thanks in advance. We handled this by creating our own interface for users to submit tickets rather than having them use the RT interface. It's more user friendly for non-technical staff anyway. Our form asks the user a bunch of questions and assembles the information into a ticket. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Down DBIx SearchBuilder errors
Just replying to my own message in case anyone ever runs into this
problem.
I also noticed a line like this in /var/log/messages
Jun 27 12:58:09 rt RT: DBD::mysql::st execute failed: Got error 28
from storage engine at /usr/lib/perl5/site_perl/5.8.8/DBIx/
SearchBuilder/Handle.pm line 509. (/usr/lib/perl5/site_perl/5.8.8/DBIx/
SearchBuilder/Handle.pm:509)
It turns out Got error 28 from storage engine is a disk space error.
I asked our DBA to check the MySQL server, and he said it was
operating normally and the partition with MySQL data was not full. I
asked about the other partitions, and he noticed /tmp was full.
Freeing up space on /tmp made MySQL happy again.
On Jun 27, 2009, at 10:48 AM, John Arends wrote:
My RT installation is very unhappy as of this morning. Most data in
tickets shows, but correspondence and comments are not there. So I can
see all the tickets, but if I click on one, I see all the actions, but
none of the data.
The logs are filling up with errors like this:
Jun 27 10:42:58 rt RT: RT::Handle=HASH(0xa89f334) couldn't execute the
query 'SELECT main.*, MAX(ObjectCustomFields_1.ObjectId)
__special_sort_0, MIN(ObjectCustomFields_1.SortOrder) __special_sort_1
FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1
ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE
(main.Disabled = '0') AND (main.Name = NULL) AND
(ObjectCustomFields_1.ObjectId = '11' OR ObjectCustomFields_1.ObjectId
= '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction')
GROUP BY main.id ORDER BY __special_sort_0 DESC, __special_sort_1 ASC
' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line
522
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa89f334)',
'SELECT main.*, MAX(ObjectCustomFields_1.ObjectId) __special_s...')
called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line
236
DBIx::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0xafa35a4)')
called at /opt/rt3/bin/../lib/RT/CustomFields_Overlay.pm line 168
RT::CustomFie
Any idea what this might be? In the past when RT lost contact with the
MySQL database (which is on a different host), I'd have to restart
Apache to get the two talking again. Restarting Apache in this case
hasn't helped.
I'm trying to determine if this is a problem with database access, or
something wrong with my RT host.
Nobody has made any changes to anything that would have caused this.
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Re: [rt-users] Minimal Apache2 for RT?
What platform are you running RT on? On RHEL the default Apache installation is sufficient. Paul Hirose wrote: In short, is there a list of the absolute minimum modules required for Apache 2.2.11 in order to support RT 3.8.3 when using MySQL 5.1.34 (all on the same single server), when used in a fairly default manner. For example, I'm fairly certain I don't need userdir or imagemap. I also don't think I need alias. I'm not sure about cgi, I don't think it uses the cgi stuff. I don't know exactly what form of auth it uses, but I don't think it's any of the auth-dbm or auth-digest, etc. As always, I'm just trying yet again to streamline my RT operation and experience. Thank you, PH Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Create tickets with a body template?
I've been poking around a bit more, and found something that looks like it will do partially what I want, but it was a feature in RT1 which is long passed... :) There was a template type of web_create. Does anyone have a method for creating skeleton tickets in RT 3.8 and higher? John Arends wrote: Does anyone have a suggestion on creating a template for ticket creation that fills in specific AdminCCs and places a template in the body? I've had some pretty good luck using RTFM for canned replies to tickets, but I don't see an obvious way to use data from RTFM for ticket creation. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket will not accept comments or replys
RT 3.8 seems to handle HTML a lot better, as the issue we were having went away after updating. The update to 3.8.2 from 3.6.5 had been planning for several months, so we went ahead and were pleasantly surprised that the update resolved the problem. We did a little more troubleshooting, and it looks like some character that was inserted as part of chat sessions with Dell was causing the problem. I couldn't find the character to figure out what it was, but in any event, the problem does not occur in newer versions of RT. John Arends wrote: I did some poking around in the database and couldn't find anything obvious, but what you suggest is my theory. It's probably something in the Attachments table since there isn't a whole lot of data stored in the Transactions table as best as I can tell. I looked at the HTML of the page (view source in FireFox) and nothing jumps out at me as incorrectly rendered. The page is not cut off halfway or anything. The footer, and other parts of the page are rendered fine. It just loses the ability to display any new transactions. Raed El-Hames wrote: Whats in the database for this ticket (Transactions and Attachments tables), it maybe an ugly character in an early attachment stopping the history of being displayed?? Regards; Roy John Arends wrote: We found a single ticket where comments/replies are not getting appended to the ticket, but they get sent out via email just fine. This is not a permissions issue as other tickets in the same queue are fine, plus the comments/replies get emailed out correctly. Just nothing further happens to this one ticket. Anyone ever seen this? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Create tickets with a body template?
Does anyone have a suggestion on creating a template for ticket creation that fills in specific AdminCCs and places a template in the body? I've had some pretty good luck using RTFM for canned replies to tickets, but I don't see an obvious way to use data from RTFM for ticket creation. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket will not accept comments or replys
We found a single ticket where comments/replies are not getting appended to the ticket, but they get sent out via email just fine. This is not a permissions issue as other tickets in the same queue are fine, plus the comments/replies get emailed out correctly. Just nothing further happens to this one ticket. Anyone ever seen this? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket will not accept comments or replys
I did some poking around in the database and couldn't find anything obvious, but what you suggest is my theory. It's probably something in the Attachments table since there isn't a whole lot of data stored in the Transactions table as best as I can tell. I looked at the HTML of the page (view source in FireFox) and nothing jumps out at me as incorrectly rendered. The page is not cut off halfway or anything. The footer, and other parts of the page are rendered fine. It just loses the ability to display any new transactions. Raed El-Hames wrote: Whats in the database for this ticket (Transactions and Attachments tables), it maybe an ugly character in an early attachment stopping the history of being displayed?? Regards; Roy John Arends wrote: We found a single ticket where comments/replies are not getting appended to the ticket, but they get sent out via email just fine. This is not a permissions issue as other tickets in the same queue are fine, plus the comments/replies get emailed out correctly. Just nothing further happens to this one ticket. Anyone ever seen this? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Weird error
I've never seen this before, upon logging into RT the error I am
pasting below. It only occurs when I change a user's username to
prv.username/ad. It's kind of a strange way of naming an account, but
it allows me to use a custom authentication tool. Never had a problem
with this until now.
Any ideas?
System error
error: Can't call method Attributes on an undefined value at /usr/
share/rt3/html/Elements/ShowSearch line 65.
context:
...
61: my $query_link_url = 'Search/Results.html';
62:
63: if ($SavedSearch) {
64: my ( $container_object, $search_id ) =
_parse_saved_search($SavedSearch);
65: $search = $container_object-Attributes-WithId($search_id);
66: unless ( $search-Id ref( $SearchArg = $search-Content ) eq
'HASH' ) {
67: $m-out(Saved Search $SavedSearch not found);
68: return;
69: }
...
code stack: /usr/share/rt3/html/Elements/ShowSearch:65
/usr/share/rt3/html/Elements/MyRT:94
/usr/share/rt3/html/index.html:81
/usr/share/rt3/html/autohandler:291
raw error
Can't call method Attributes on an undefined value at /usr/share/rt3/
html/Elements/ShowSearch line 65.
Trace begun at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/
Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
Attributes on an undefined value at /usr/share/rt3/html/Elements/
ShowSearch line 65.^J') called at /usr/share/rt3/html/Elements/
ShowSearch line 65
HTML::Mason::Commands::__ANON__('SavedSearch', 'RT::User-104-
SavedSearch-176', 'Override', 'HASH(0xb0d3980)') called at /usr/lib/
perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML
::Mason
::Component::run('HTML::Mason::Component::FileBased=HASH(0xac76508)',
'SavedSearch', 'RT::User-104-SavedSearch-176', 'Override',
'HASH(0xb0d3980)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/
Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, 'SavedSearch', 'RT::User-104-
SavedSearch-176', 'Override', 'HASH(0xb0d3980)') called at /usr/share/
rt3/html/Elements/MyRT line 94
HTML::Mason::Commands::__ANON__('HASH(0xb0be15c)') called at /usr/
share/rt3/html/Elements/MyRT line 52
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.8/
HTML/Mason/Component.pm line 135
HTML
::Mason
::Component::run('HTML::Mason::Component::FileBased=HASH(0xac63bfc)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line
1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef) called at /usr/share/rt3/html/
index.html line 81
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.8/
HTML/Mason/Component.pm line 135
HTML
::Mason
::Component::run('HTML::Mason::Component::FileBased=HASH(0xaabdb5c)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line
1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/
rt3/html/autohandler line 291
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.8/
HTML/Mason/Component.pm line 135
HTML
::Mason
::Component::run('HTML::Mason::Component::FileBased=HASH(0xaaf8240)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line
1246
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/
perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm
line 411
HTML
::Mason
::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0c17ec)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
HTML
::Mason
::Request
::ApacheHandler
::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0c17ec)') called
at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826
HTML
::Mason
::ApacheHandler
::handle_request('HTML::Mason::ApacheHandler=HASH(0x9ffc518)',
'Apache2::RequestRec=SCALAR(0xb0d7474)') called at /usr/sbin/webmux.pl
line 125
eval {...} at /usr/sbin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb0d7474)') called at -
e line 0
eval {...} at -e line 0___
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[rt-users] MySQL 4.0 to 4.1 upgrade script
How specific is the output of the MySQL 4.0 to 4.1 upgrade script to a specific database? I have a copy of the sql.queries file that it outputs that I'd like to apply against a few different instances of RT. The issue is that the script which generates the SQL queries that you use as part of the upgrade requires a perl module that is newer than RHEL 5.3 (our production environment) provides. I had to create a sacrificial VM in order to get the right environment going to run the script. I now have the sql.queries file that I can run on a production system to do the upgrade. My question is, do I need to generate a new one of these for each database, or will the one I have do? -John ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CanonicalizeEmailAddress question
We're using the CanonicalizeEmailAddress config options to deal with making sure usern...@somemachine.server.edu is the same as usern...@server.edu. It works great, especially because nobody was ever supposed to create an email account as someth...@somemachine.server.edu and not create an equivalent one as someth...@server.edu. Of course now someone in another unit has done that, and there is no matching someth...@server.edu account. This goes against our own best practices, but there is nothing I can do about it right now. As a result, RT can not email someth...@somemachine.server.edu because RT keeps forcing the address to be someth...@server.edu which does not exist. I tried manually changing the account for that user to use the real address, but CanonicalizeEmailAddress keeps kicking in and changing it. Any suggestions on how to work around it for this one email address? I wonder if I was to manually change the address in the database if that would help. I just do not want to mess with the database by hand... ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM Topics
I have not defined the topics as global though. They are just defined for one class. Mr.Vandeley wrote: On Mon, Mar 23, 2009 at 8:21 PM, John Arends jare...@illinois.edu wrote: I'm testing RTFM right now. I have two classes defined as part of my test. One class has two topics defined, the other class has no topics defined. For some reason when viewing an article in the class with no topics, it looks like I am able to assign the two topics from the other class. Might I have something configured wrong? Or am I confused? I do not have any global topics defined. John, for what I know, topics are independent from classes. So you can define atopic as part of two different classes. From lib/RT/FM/Introduction.pod: Articles can belong to both global and class-specific Topics cheers, ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Further iCal/RSS experimenting/problems some success
A while back I posted that I could only get iCalendar/RSS feeds to work with SunBird and FireFox respectively. I could not get either to work with the Mac platform (iCal/Safari) or the Microsoft platform (Outlook 2007). As a test, I tried using HTTP authentication with Apache instead of RT's internal authentication. When using HTTP auth, the iCalendar and RSS feeds work with iCal and Safari. It looks like those two applications wanted to prompt for credentials and were able to figure out how to do it when using HTTP auth. I'm still having no luck getting Outlook to subscribe to Internet Calendars or RSS feeds, even with HTTP auth. Has anyone had luck with this? Is Outlook so weird that nothing can be done? Since we're a heavy Exchange shop, I'd like to see if I can get this working with Outlook. This would really help push our RT adoption further. Any thoughts from those who understand how this works better than me? For those with Safari/iCal, HTTP auth is your friend. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM Topics
I'm testing RTFM right now. I have two classes defined as part of my test. One class has two topics defined, the other class has no topics defined. For some reason when viewing an article in the class with no topics, it looks like I am able to assign the two topics from the other class. Might I have something configured wrong? Or am I confused? I do not have any global topics defined. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Tickets from Emails
Swart, Tom wrote: I have setup RT 3.6 on Ubuntu 8.10 and I am able to access the web interface. I’m trying to setup the ability to email RT to create a ticket. I have the aliases created for the queues. I was wondering how to configure RT to pull the emails for a exchange 2003 server? The easiest thing is to set up an alias on your exchange server that sends mail to your RT server. helpd...@my.org - helpd...@rt.my.org Or just train your users to email helpd...@rt.my.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Advice for New Machine
Gary Greene wrote: I would go CentOS for the machine if you're a RH person, since it is practically the same thing, and there are more than a few of us CentOS users running RT with our own RPMs. What version of RT are you running on top of CentOS? With 3.8.2 there are so many dependencies it seems to be a near impossible task to build RPMs for all the required perl modules. I've been playing with the script included with RT and it does a pretty good job of pulling everything down from CPAN and installing it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Schema 4.0/4.1 upgrade for MySQL
Is the MySQL schema upgrade for the 3.8.x series absolutely critical? The perl script provided with RT (upgrade-mysql-schema.pl) requires DBD::mysql 4. However, RHEL5 comes with DBD::mysql 3. I'm having a heck of a time trying to get DBD::mysql4 to install on RHEL5. What have others done to deal with this? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Schema 4.0/4.1 upgrade for MySQL
It fails in all sorts of spectacular ways. I tried doing a manual install, had trouble with that too. Since this step only needs to be done once I'm just going to set up a throw away virtual machine and force an RPM to install over the current version and use it to run the script. Tom Lahti wrote: John Arends wrote: Is the MySQL schema upgrade for the 3.8.x series absolutely critical? The perl script provided with RT (upgrade-mysql-schema.pl) requires DBD::mysql 4. However, RHEL5 comes with DBD::mysql 3. I'm having a heck of a time trying to get DBD::mysql4 to install on RHEL5. What have others done to deal with this? perl -MCPAN -e install DBD::Mysql Perhaps? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RSS and iCalendar Feeds? Bug?
I sent a message about this last week but didn't get much of a reply. I'm hoping with a more descriptive subject I can get some more comments. I am very excited about the RSS feeds and iCalendar feeds in RT 3.8.x, but I can't get them to work reliably?. Is anyone using them? If so, which applications are you using? The RSS feeds work fine in FireFox, and the iCalendar feeds work fine in Sunbird. However, I can't get either of them to work in applications our users have. Outlook 2007 does not like the format of the RSS feeds, and I can't get either of them to work. For our Mac users, the iCalendar feeds do not work in iCal, and the RSS feeds do not work in Safari. I'm guessing the problem is mostly the format. Who is using the feeds? -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Outlook 2007 iCal feeds
Is anyone successfully using an iCal feed from RT 3.8.x in Outlook 2007? Because the URL I am given does not end in .ics it does not want to work. Mozilla Sunbird picks up the iCal feed just fine. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Outlook 2007 iCal feeds
Well, I found a number of other problems: I can't get Outlook 2007 to subscribe to the RSS feed either (it isn't happy with the format). Safari on a Mac does not handle the RSS feed. It gives me an error that the feed is in a format it can not understand. iCal on the Mac is unable to subscript to the iCalendard feed as it thinks the URL is malformed as well. FireFox and SunBird seem to work, but I can't find anything else that works. Jerrad Pierce wrote: On Wed, Mar 4, 2009 at 14:43, John Arends jare...@illinois.edu wrote: Is anyone successfully using an iCal feed from RT 3.8.x in Outlook 2007? Because the URL I am given does not end in .ics it does not want to work. Welcome to the wonderful world of Microsoft. If using Apache, you might be able to finagle something with RewriteRule to map non-existent ics onto actual URI -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rights to change subject?
What rights do you need to change the subject on a ticket after it has been created? I have a group that is unable to change the subject, but they have the rights that to me make sense for being able to change subjects: CommentOnTicket CreateTicket ModifyTicket ReplyToTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments Watch To me it seems like ModifyTicket would do the trick. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Sys::Syslog issue?
I'm setting up a test instance of RT 3.8.2 on RHEL5. The dependencies check went fine, but after installation RT would not start because the version of Sys::Syslog (0.13) was too old. Any idea why nothing checked for that, or what could have happened? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Template replies
Does anyone have anything set up where you have template replies for common situations such as account creation? A ticket might come in with a request that an account created. A tech takes the ticket, creates the account, and sends a reply. Right now they just keep the automated reply in a text file on their desktop and copy and paste. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] how does the best practical crew quickly deploy test machines?
A week or two ago I posted asking about how people deal with CPAN modules when using an automated process to build RT machines, and it got me wondering, how does the Best Practical crew do it? I imagine while testing you guys put up and take down hundreds of RT machines. What is your build process? What OS do you run RT on? What tools do you use, etc? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] configure failing?
I'm trying to get an RT 3.8 machine up and running. ./configure --with-mysql --with-modperl2 does not appear to be doing anything, because when I run make install it does a dep check with --with-mysql --with-fastcgi, and then fails. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Username at RT login not matching Ticket sent via e-mail
Do their usernames have the proper email address? Or do you end up with 2 accounts per person? If the account a user logs in with is not the same as the account created when the email is sent in, then the user won't be able to see the tickets from the other account because you will have essentially two accounts. Jorge Aldana wrote: Hello All, As users send tickets via e-mail their tickets are Requester set to [EMAIL PROTECTED] but at login they are username and as username cannot see their e-mailed tickets within the RT website. Is there a way to set it so logging in users can see their e-mailed tickets? A scrip or config? I just was moved to running our RT so I'm still fishing through the config's and setup. Thanks, Jorge ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Troubleshooting permission denied emails?
Can anyone offer any guidance to troubleshooting permission denied emails? Is there a way to see what triggered the denial? Some of our queues have incoming email addresses where our customers send us messages. Other queues are for internal use only by our group. We create project tickets in those queues, and sometimes transfer incoming emails to these queues. In all of our queues (whether they have incoming email addresses or not) we have ReplyToTicket and CreateTicket rights assigned to 'Everyone' In this particular case a ticket was created in a queue that does not accept email, but 'Everyone' has rights to create or reply to tickets. After creating the ticket, a sysadmin in our group replied to the ticket and CC'ed a user in that reply (note, not a ticket CC, but just a CC to someone on the reply). When the person who got the CC replied, she then received a permission denied message. I don't understand why this would be since 'Everyone can create or reply to tickets in this queue. I checked, and no RT user was created based on the person emailing in. The message just got rejected. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Username at RT login not matching Ticket sent via e-mail
The fact that you have two accounts is the problem. An account can have a username and an email address so they can log in as 'bob' but have an email address of [EMAIL PROTECTED] I'm not sure how you'd fix this problem other than consolidating down to one account per person. There isn't a way that I'm aware of to say these 2 users are really the same person. Jorge Aldana wrote: Well users login with username and the ticket is sent in via e-mail as [EMAIL PROTECTED] so yes there's two accounts. Does RT allow for users to login via [EMAIL PROTECTED] Or is there a scrip to alter the tickets to set it to username instead of [EMAIL PROTECTED] as requester when tickets are created? Or force users to login as [EMAIL PROTECTED] I'm still fishing through the doc's and learning RT so don't quite know where the tweaking can take place for this. Any guide or pointing to guides if anyone can. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slightly OT: Perl Modules question
There is one person here who feels very strongly about the RPM based approach (not me) but I do agree that RT doesn't really get rebuilt very often. Since we actually run it in a VM on top of ESX, I almost feel like the kickstart isn't as necessary as I can make copies of the VM files and feel reasonably comfortable that way. Kickstart is awful nice when dealing with bare metal and being able to restore. However I have restored exactly...never. So I'm not sure which way to go. Here I am looking at going from 3.6.x to 3.8 and it basically involves building a whole new machine. I can't imagine actually upgrading it in place based on everything that has to be installed. I'm curious what the RT people do to manage all the perl modules in a consistent way since I'm sure they build a ton of test machines over and over again. Jesse? Tim Cutts wrote: In an ideal world, I'd do what you're suggesting, and store those RPM's in my own repository. In fact, I use Debian, not Red Hat, but the principle is the same. It's particularly awkward at the moment, though, because the new version of RT requires versions of some of these perl modules which are considerably more recent than those in Debian stable, so for testing purposes I've gone for the CPAN approach. It does mean that things could go wrong with a future CPAN update, but I don't tend to upgrade RT frequently (this is my first upgrade since RT 3.4.2) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Permissions on user information?
I applied a mod to the ShowPeople Element on a ticket that uses %$UserObj-WorkPhone% to display the requestor's phone number. Only people with full admin access to the RT system can see the phone number. I looked through the permissions and did not see anything obvious that allows us to control who can see directory information like that. Any suggestions? I obviously don't want normal users to have full write access to change people's directory info. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] User Information in RT
We've started to populate the user information for our users in RT (Email, phone, organization, etc) but it seems like this information is not really exposed anywhere except to people who have the rights to administer users. At the top of a ticket, it says something like More about John Doe and if you have the ability to admin users, you can click the link and see the user's info. Is there any other way to make this information available in a read-only fashion? I don't see it showing up anywhere else. This info is useful to people who use the RT system but may not have many access rights. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A brief preview of what RT 3.8 is going to look like
I really like the look of 3.8. Since I'm a little out of the loop, what is the message forwarding function? How far away is 3.8? A few months? On Mar 25, 2008, at 7:55 PM, Shen, Tyler wrote: Looks good. Jesse, you once mentioned in the mailing list that RT 3.8 will come with message forwarding function. Can't see it in the screen dumps though. Tyler ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip question and how to debug?
Vivek:
Looking at log output made me realize that $Owner does not contain the
name of the owner. Where is the actual owner name stored as a string? I
want to compare that string to Nobody. This seems like it should be
fairly simple but I don't understand enough about how RT works
internally to figure that out.
my $admincclist = $self-TicketObj-AdminCc;
my $Owner = $self-TicketObj-OwnerObj;
if ( $Owner-Id ne Nobody){
$admincclist-AddMember($Owner-Id);
}
Vivek Khera wrote:
On Mar 14, 2008, at 2:25 PM, John Arends wrote:
Second, is there a good way to debug scrips? I feel like I'm just
feeling around in the dark and don't know how to tell if they're
really
working, or what the contents of variables are, etc. If I was writing
sprinkle your scrip with lines like this:
$RT::Logger-error(Got a create transacation...);
and look in your RT logfile.
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Re: [rt-users] Scrip question and how to debug?
$Owner-Name was what I was looking for. I'll have to post my scrip so
other people can figure out what is going on.
John Arends wrote:
Vivek:
Looking at log output made me realize that $Owner does not contain the
name of the owner. Where is the actual owner name stored as a string? I
want to compare that string to Nobody. This seems like it should be
fairly simple but I don't understand enough about how RT works
internally to figure that out.
my $admincclist = $self-TicketObj-AdminCc;
my $Owner = $self-TicketObj-OwnerObj;
if ( $Owner-Id ne Nobody){
$admincclist-AddMember($Owner-Id);
}
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[rt-users] User ID in a script?
I wrote a quick perl script that outputs a bunch of information about
all the users in my RT instance. I noticed that the ID numbers are all
over the place. One of my early users was created with an ID of 22, and
then the next user has an ID of 29, and then the next one is somewhere
in the mid 80s.
Does every object RT creates get a unique ID and when a user is created
it just gets the next one?
In my perl script, I want to loop through all the users so I can print
the infor for each one. Since this was a quick hack I just went through
the numbers 1 through 1000. Is there something built in that allows me
to do this in a more direct way? I don't want to loop until there is no
data since it seems like the ID numbes are all over the place.
#!/usr/bin/perl
use warnings;
use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
use RT::Interface::CLI;
use RT::Ticket;
use RT::User;
RT::LoadConfig();
RT::Init();
for ($count=1; $count1000; $count++)
{
my $user = RT::User-new( $RT::SystemUser );
$user-Load( $count );
if ( $user-Name){
print $user-RealName . . $user-Name . .
$user-EmailAddress
. . $user-id . . $user-Privileged . \n;
}
}
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[rt-users] Scrip question and how to debug?
I have a scrip that should be adding the owner as an AdminCC on ticket
create. It works fine. However, if a ticket is created with no owner
set, it sets an AdminCC as Nobody, which is annoying.
I threw an if statement in there to try to handle it, but I am doing
something wrong.
my $admincclist = $self-TicketObj-AdminCc;
my $Owner = $self-TicketObj-OwnerObj;
if ( $Owner ne Nobody){
$admincclist-AddMember($Owner-Id);
}
$Owner must not really be the string nobody, because Nobody is still
being added as an AdminCC. Any suggestions on what I should be looking
for instead?
Second, is there a good way to debug scrips? I feel like I'm just
feeling around in the dark and don't know how to tell if they're really
working, or what the contents of variables are, etc. If I was writing
straight perl code I could have it print the content of $Owner so I
could see what was in there.
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[rt-users] How to deal with people reopening old tickets
We have 2 problems that I would classify as lying somewhere between being technology problems and user education. I have a few ideas but I'm curious to hear how others have dealt with these issues. 1. How do you deal with thank you messages? We resolve a ticket, and get a reply that says 'thanks' which then re-opens the ticket. 2. How do you deal with users who use an old email as their 'entry point' into your ticketing system? This happens where a user keeps an old email around, and keeps replying to it. So you might have a ticket from 6 months ago that refers to a printer installation, and the person just replies to it and says 'oh my internet is slow now' The problem is that since these replies don't go through the proper work flow, staff may not see them and the issue won't be handled appropriately. So we have discussed a few options. One option is definitely user education. Another might be to not allow resolved tickets to be reopened through replies. We could outright reject new text appended to them and send a message that the user should create a new ticket as one example. I'm curious to see what others are doing as we try to explore our options. -John ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] On Owner change set owner as AdminCC
I'm trying to figure out how to write a scrip that will add a ticket owner as an AdminCC. This way even if the owner changes, each person who has ever owned the ticket will be on the AdminCC list. I'm still very new to writing scrips so I may be missing something obvious. Any suggestions? This is what I have: Condition: On Owner Change Action: User Defined Template: Global template: blank Custom action preparation code: return 1; Custom action cleanup code: my $admincclist = $self-TicketObj-AdminCc; my $Owner = $self-TicketObj-Owner; $admincclist-AddMember($Owner-Id); ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Generate a billing report?
I'm curious if anyone has used RT for job billing? It's pretty easy to record the time for each task you perform but there really isn't a good mechanism for generating a bill to send to a client. Has anyone tried anything like that? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT slows down over time
My RT installation (using mod_perl, RHEL 5) seems to slow down over time. Restarting the Apache process restores performance. Any suggestions on how to begin troubleshooting this? Could it be a mod_perl issue or a mason issue? The machine get so slow when this happens that if I try to SSH in, I have to sit and wait for 10 seconds before the password prompt will come up. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket 28: Permission Denied
On a new RT installation, when updating a ticket (#28 to be specific), I get this: Results * Message recorded * Ticket 28: Permission Denied The updates I made were allowed to occur, but the Permission Denied error popped up. Any idea why? This user has full rights to update the ticket. How can I see more specifically what I tried to do and then was unable to do? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Permission Problem/ possible data corruption?
I played around a bit this morning and can explain this problem in more detail. I have a ticket where my user can not change its status. If i try to change the status, I get a permission denied error. I can change anything else with the ticket, but not its status. I can also change the status on other tickets in the same queue. I am worried this might be database corruption. Any suggestions on what I can look at? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Procmail filtering
$QUEUE in my .rc file fixed the problem. It's quite obvious why that is the solution now, but when banging your head against the wall for an hour you sometimes don't see it. Mathew Snyder wrote: Have you tried queue\ with\ spaces? Keep up with me and what I'm up to: http://theillien.blogspot.com John Arends wrote: I'm trying to use procmail to filter messages coming into RT but I can't figure out how to pass a queue name to my procmail recipe if it has spaces in it. QUEUE=\queue with spaces\ and QUEUE='queue with spaces' both cause failure. Any suggestions? My /etc/aliases looks like this: rt-general: |/etc/smrsh/procmail -m QUEUE=General /etc/procmail/rt-deliver.rc rt-deliver.rc looks like this: # Trash Outlook autoreplies :0 w * ^subject:.*Out of Office AutoReply /dev/null #Strip Attachments and HTML :0 fw |/usr/local/bin/stripmime.pl #Send it on to the RT queue :0 w | /usr/sbin/rt-mailgate --queue $QUEUE --action correspond --url https://myserver.edu/rt/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Procmail filtering
I'm trying to use procmail to filter messages coming into RT but I can't figure out how to pass a queue name to my procmail recipe if it has spaces in it. QUEUE=\queue with spaces\ and QUEUE='queue with spaces' both cause failure. Any suggestions? My /etc/aliases looks like this: rt-general: |/etc/smrsh/procmail -m QUEUE=General /etc/procmail/rt-deliver.rc rt-deliver.rc looks like this: # Trash Outlook autoreplies :0 w * ^subject:.*Out of Office AutoReply /dev/null #Strip Attachments and HTML :0 fw |/usr/local/bin/stripmime.pl #Send it on to the RT queue :0 w | /usr/sbin/rt-mailgate --queue $QUEUE --action correspond --url https://myserver.edu/rt/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Start ticket number at an arbitrary value
Is anyone aware of a way that I can have my next ticket start at an arbitrary high value that I select? I'm on a new installation, and I have created a few test tickets (I believe I'm up to number 4) but if possible I would like the next ticket to start at 5000. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Start ticket number at an arbitrary value
That was my initial plan, but I wanted to make sure there wasn't an RT sanctioned way, since the general recommendation seems to be to avoid messing with the database directly. I can't imagine this would cause any integrity problems. Todd Chapman wrote: Insert a row in the tickets table with id 4999, then the next ticket will be 5000. On 10/25/07, *John Arends* [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Is anyone aware of a way that I can have my next ticket start at an arbitrary high value that I select? I'm on a new installation, and I have created a few test tickets (I believe I'm up to number 4) but if possible I would like the next ticket to start at 5000. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Strategies for dealing with an old RT system
I set up a test RT system a while back as we did planning to build our production service. As to be expected, despite my warnings, several groups started treating the test system as a production service, and have an awful lot of knowledge stored in the system. It doesn't appear there really is a way we can import the old info so it looks like I'll have to keep the test system alive for a couple of years and just have a cutover date where we ask that nothing new go into the old system. Luckily the test system used email addresses like [EMAIL PROTECTED] so I don't have to worry about replies to old tickets ending up in the new system. Any suggestions? Has anyone dealt with this before? Could there be a neat solution I'm unaware of? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem with a user. Database problem?
I just brought up a new RT system, and I have one user that appears to be broken and I can't figure out what the problem was. The current permissions situation is very simple. I created a group which all my users belong to, and then created a number of queues, and gave the group permissions on the queues. For some reason when logging in as my one user, I was unable to see the list of queues I should have permission to see in the Quick Search box. It displayed empty. If I clicked the edit button, I could then see all the queues there (with their boxes already checked). I hit save, and the queues all show up in the user's quick search box. So this user can see the queues to some extent, but the user does not have permission to create tickets in any of the queues. The New Ticket in drop down menu appears blank. This makes no sense as the user is in a group that has CreateTicket rights for all these queues as well as SeeQueue. Further, all the other members of the group can see everything as I intend. For some reason this one user is broken. I don't think this is a permissions issue, because nothing unusual has been done, and this 'bad' user is in a group exactly like other accounts which do work properly. None of the users have any privs assigned to them separately. Any ideas? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Notify people on ticket create
How would you best suggest that I notify a group of people via email when a ticket is created in a particular queue? For most queues we have made certain people AdminCCs for the entire queue, but then they receive updates to everything. I just want a list of people to get emails on ticket create, but not receive copies of every update on every ticket. I was thinking about using this: http://wiki.bestpractical.com/view/SendEmailAction But is there an already built in way to do this? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Managing dependencies
How do people on this list manage the many, many dependencies that RT requires? We're running RT on RHEL, and I'd like to use kickstart to be able to rebuild the server from scratch. Installing the many required perl modules, and their associated dependencies does not appear easily scripted in an automated way with MCPAN. What I have done is grab most of the perl modules as RPMs from Dag Wieers (http://dag.wieers.com/rpm/) and then building a few RPMs for the few cases where Dag did not have one. This takes forever though, and seems like it eventually creates an unmaintainable mess. Part of my concern is that I want to make sure we keep the same versions of all the modules around so I don't have to deal with compatibility problems every time someone changes something. RT is a really great product, and I love it, but managing the installation is a huge pain, and it isn't something that I see discussed often. I need to have all this stuff packaged somehow for use in a production environment. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Unowned Tickets list on RT at a Glance
Can anyone think of a way to prevent tickets from certain queues from showing up under Unowned Tickets on the RT at a Glance page? We have users who need full access to some queues occasionally, but they do not work with tickets from those queues on a daily basis, and are not responsible for them. As a result it would be nice if tickets from those queues did not show up in their unowned tickets list. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] FastCGI errors
On my dev system, I just applied a bunch of RedHat updates without really keeping track (it's a dev system and I figure'd I'd just bring it in line with where it should be after not having used it for a while...famous last words..d'oh). Anyway, I get this error now: [Fri Jun 15 09:58:29 2007] [error] [client 128.XXX.XXX.XXX] (13)Permission denied: FastCGI: failed to connect to server /usr/sbin/mason_handler.fcgi: connect() failed, referer: [Fri Jun 15 09:58:29 2007] [error] [client 128.XXX.XXX.XXX] FastCGI: incomplete headers (0 bytes) received from server /usr/sbin/mason_handler.fcgi, referer: Any idea what that means? It seems like a fairly common FastCGI problem, but I'm having a hard time figuring out what the issue is in relation to my RT setup. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FastCGI errors
To reply to myself, if I run /usr/sbin/mason_handler.fcgi at the command line, it works as designed. John Arends wrote: On my dev system, I just applied a bunch of RedHat updates without really keeping track (it's a dev system and I figure'd I'd just bring it in line with where it should be after not having used it for a while...famous last words..d'oh). Anyway, I get this error now: [Fri Jun 15 09:58:29 2007] [error] [client 128.XXX.XXX.XXX] (13)Permission denied: FastCGI: failed to connect to server /usr/sbin/mason_handler.fcgi: connect() failed, referer: [Fri Jun 15 09:58:29 2007] [error] [client 128.XXX.XXX.XXX] FastCGI: incomplete headers (0 bytes) received from server /usr/sbin/mason_handler.fcgi, referer: Any idea what that means? It seems like a fairly common FastCGI problem, but I'm having a hard time figuring out what the issue is in relation to my RT setup. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding open statuses
I added two more status entries that are considered to be open in my RT_SiteConfig.pm file, and they show up as valid and I can assign tickets to them. When opening a queue, it appears to only show new, open or stalled tickets and not the two additional ones I added. I would like to see tickets with the two new status entries as well. Any idea how to make it so? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Shredded the wrong user
This is a bit of a side question, but why such concern for deleting users? I see the same couple of people asking questions about this and spending a lot of time dealing with it. Extra users don't really take up very much space and with good spam control the majority of the users created actually have tickets associated with them. Everyone has their reasons for doing things, so I don't want this to be viewed as a critical question. I am just curious about what the reasons are. In my case I just leave the users alone. Mathew Snyder wrote: I have a script that is *supposed* to skip privileged users when gathering all the users that need to be shredded. Unfortunately, it didn't skip one particular user. I no longer have the .sql file to reinstate the user so had to create the user again. Is there an easy way to find all the tickets this user has transactions in reassign them to the new user? Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Creating tickets with Perl
I am using the following chunk of code to create tickets with a custom web form that exists outside of the RT system, and it works fine. $MIMEObj = MIME::Entity-new(); $MIMEObj-build( Type = 'text/plain', From = $requestor, Subject = $subject, Data = $content); $TicketObj = new RT::Ticket( $RT::SystemUser ); $TicketObj-Create( Queue = 'General', Subject = $subject, Requestor = $requestor, Due = $duedate, MIMEObj = $MIMEObj); I have 2 questions though. One is that when using the built in RT interface to create a ticket with more than one requestor, I can separate them with commas. It appears RT must massage this data somehow, because when I use the above code to create a ticket, and if my $requestor variable contains multiple email addresses, only the first one gets added as a requestor. Any suggestions on how I can go about adding more than one person when creating the ticket? The other thing is tickets created using the above method appear to have been created by RT_System. Is there a way I can tell RT to use something else in that spot, perhaps the name of the user creating the ticket through this external form? Thanks much. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Phantom Reminder
I poked around in the database a bit, especially in the Tickets table, but couldn't find anything related to reminders. Do you know where I should be looking? Michael Finn wrote: When I've come across an undeletable reminder, it has always been the case that the associated ticket was moved to a different queue *after* the reminder was created. Thus the reminder (which is stored in the same Tickets table in the DB) now has a different queue number than its associated ticket. Changing the queue on the reminder (using SQL) so that it matches the queue on the ticket should clear up your problem, if this is what has happened to you as well. Cheers, Mike -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John Arends Sent: Tuesday, March 20, 2007 11:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Phantom Reminder I have a reminder that is owned by 'Nobody' that shows up on the front page when I am logged into the system as root. Clicking on the reminder link takes me into the ticket under which the reminder was created. However, when I am in that ticket, no reminders are shown. The ticket has been resolved, but I tried setting the status back to open just for fun. When logged in as my normal user, I can't see the reminder, but when I log in with 2 different accounts that are superusers, I can see the reminder on RT at a glance. How do I make this thing go away? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Phantom Reminder
I have a reminder that is owned by 'Nobody' that shows up on the front page when I am logged into the system as root. Clicking on the reminder link takes me into the ticket under which the reminder was created. However, when I am in that ticket, no reminders are shown. The ticket has been resolved, but I tried setting the status back to open just for fun. When logged in as my normal user, I can't see the reminder, but when I log in with 2 different accounts that are superusers, I can see the reminder on RT at a glance. How do I make this thing go away? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Google Summer of Code
The ability to use AD (or LDAP) to hold group members. On Feb 28, 2007, at 1:29 PM, Jesse Vincent wrote: I'd love to submit RT to Google's Summer of Code this summer. It's probably time to start brainstorming projects. What would you like to do/see done as part of a RT summer of code project? Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email ticket requests ...
Are you sure sendmail will receive email from outside? Nicholas Whitehead wrote: -- I have RT 3.6.3 installed on a Fedora Core 6 box I have configured it to use Sendmail …. All seems to work fine When tickets are created from within RT, all the emails are sent correctly to requestors, CC, CCadmins etc I can send a mail from the server (where RT is installed) and get a ticket created OK via echo ‘hello’ ¦ mail –s “test subject” rt However, the difficulty starts when trying to request a ticket from outside the RT server (eg from our Exchange email system in the office. The mails seem never to reach the RT system. This obviously is the same when trying to reply from emails back to the ticket .. Any help would be appreciated Thanks in advance ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Perl API
I'm still trying to wrap my head around the Perl API. I can create a ticket using the following code: my $TicketObj = new RT::Ticket( $RT::SystemUser ); $TicketObj-Create( Queue = 'General', Subject = 'Test Ticket', Requestor = $Requestor ); From reading the docs, it looks like the 'body' of a ticket is not stored with the ticket's record. Is there a good way to append a few lines stored in a string to a ticket at the time it is created? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Perl API
Thanks for the help. The following lets me create a ticket: $body = MIME::Entity-new(); $body-build( Type = 'text/plain', Data = 'Test'); my $TicketObj = new RT::Ticket( $RT::SystemUser ); $TicketObj-Create( Queue = 'General', Subject = 'Test Ticket2', Requestor = $Requestor, MIMEObj = $body); If you have any suggestions on a better way to do it, I'd love to hear it, but this at least works. Stephen Turner wrote: At Monday 2/5/2007 11:58 AM, John Arends wrote: I'm still trying to wrap my head around the Perl API. I can create a ticket using the following code: my $TicketObj = new RT::Ticket( $RT::SystemUser ); $TicketObj-Create( Queue = 'General', Subject = 'Test Ticket', Requestor = $Requestor ); From reading the docs, it looks like the 'body' of a ticket is not stored with the ticket's record. Is there a good way to append a few lines stored in a string to a ticket at the time it is created? John, Sounds like you're on the right track. If you look at the Ticket API ( either by running perldoc against Ticket_Overlay.pm, or by looking at $RTHOME/lib/RT/Ticket_Overlay.pm), you'll see that the Create method can take a MIMEObj argument, which is a MIME::Entity object. If you create one of these objects with your text in its body, you can pass it in to the Ticket-Create method. A good example of this is in the CreateTicket method in $RTHOME/lib/RT/Interface/Web.pm Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re: LDAP Overlay and automated logins
You could probably create a copy of the login form but make the login and password fields hidden fiends and populate them with the data. You can then point that user at that address and it'd drop them into RT all logged in. I ask though, why would you want to do this? Even our least savvy computer users still have to use passwords. It's a matter of security. People can learn to type in a password. Ryan Hardester wrote: I have started digging myself into a hole, and my solution is to use RT to fill the hole :) .. I redirected our webmaster email address into RT. Problem there is there are 2 issues that are generally sent into this address website issues, and customer service issues for our finance dept. They already have an e-mail address for customer service requests. The people who check that mailbox are less than technologically savvy. I'd like to have the customer service address dump into RT, and create a local user for them to log in as one user since more than one person can access/respond to issues. Then when an issue for them comes in to the Webmaster queue for them we just assign it to them and they can deal with it within RT. As it is we are having to get the message out of RT into that mailbox which isn't as easy as just assigning it. Security on this queue isn't a big deal to us, and I think the tracking of the issues would be a plus to them. So what I am looking to happen is have a URL I can make a favorite (and ultimately drag into their outlook bar so they can launch it within outlook) that will just open them up into the self service interface for that user without a password prompt. This user won't be working with LDAP as it will be local, but I don't know if the ldap overlay changes the potential for making that happen. We'll still want all the other users to use username/password. --Ryan -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dave Ewart Sent: Tuesday, January 30, 2007 12:56 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Re: LDAP Overlay and automated logins -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On Monday, 29.01.2007 at 16:40 -0800, Ryan Hardester wrote: Is it possible to pass the username and password to RT in the link? we are running RT3.6.3 with the LDAP overlay. I realize the user would not be terribly secure but i am looking for an easy way to direct many people into a single login without too many steps. Do you mean so that the users don't have to explicitly login? And do you mean by direct many people into a single login, that you plan to have many users sharing a single RT account? This sounds like a very unusual setup: can you explain why you want to do this? Dave. - -- Dave Ewart [EMAIL PROTECTED] Computing Manager, Cancer Epidemiology Unit Cancer Research UK / Oxford University PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc N 51.7518, W 1.2016 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.2.2 (GNU/Linux) iD8DBQFFvwgXbpQs/WlN43ARAmUyAKDtze8UuWthxiQ+V6/Ljgload69/QCg53Ml wuIt2LtoZo1jVHYq3GSGH+c= =ZpDp -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Perl API Help
I'm somewhat new to perl, but I'm starting to pick up a bit of it. There are a bunch of custom tasks I want to do to integrate RT with some other systems. I have been looking for some documentation, but what I saw in the RT wiki was very limited for someone in my position. Can anyone point me towards some documentation that can give me a start at writing some of my own scripts? I would like to see some basics on modifying users, groups, tickets, etc and I can work from there. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Perl API Help
I have the book right next to me. (It is a very good book, and buying it was the least I could do to support this project.) The problem is the book just touches on the subject. As someone who is trying to learn perl I can't pick up enough to figure out what to do from the chapter on the perl API. Maybe if someone gives a couple examples, I can work with that. A few things I would like to do (in no particular order): -see a list of all the members of a group -add/remove a user from a group -create a user -set a user as privileged -create a ticket (and populate a custom field while doing it) Jesse Vincent wrote: On Mon, Jan 29, 2007 at 09:41:08AM -0600, John Arends wrote: I'm somewhat new to perl, but I'm starting to pick up a bit of it. There are a bunch of custom tasks I want to do to integrate RT with some other systems. I have been looking for some documentation, but what I saw in the RT wiki was very limited for someone in my position. Can anyone point me towards some documentation that can give me a start at writing some of my own scripts? I would like to see some basics on modifying users, groups, tickets, etc and I can work from there. You might want to start with the O'Reilly book... Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] create child ticket
When you create a new ticket, you can click on 'show details' and enter a ticket number for Depends on. This isn't as nice as a button that says create child ticket though. Robin Ericsson wrote: Following up my previous non-answered post. Are there any other tools out there that lets the user easily create a subticket, preferably in another thread? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Dev Prod RT
Even if you could bring over custom fields, you'd have to create them in the exact same order on both machines because each one has a number that is used internally to identify it. Scott Golby wrote: If i start out with both machines equal then make changes to the dev machine. To bring the production one current all I'd need to do is rsync the /opt/rt3 directory to the prod machine? Basically I'm making sure that what isn't in the DB is contained in the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure before i commit to this setup :) I think you've hit the nail on the head here, most of what makes RT is within the Database. I've dumped out my DB and moved it from Dev to Prod when I've done the initial setup. Doing that later once Prod has been active is a little tricky, I'm sure some smart person has a way to sync the Templates Scrips, but I usually open 2 windows and cut and paste once I've got a new setup working well on my Dev RT. If you're making changes to RT_SiteConfig.pm or adding customization in /opt/rt3/local/ then rsync could be used. I suspect those changes wouldn't be that many. Give rsync -n a run and see what the differences are. If any gurus out there want to enlighten me to a solution of moving custom fields from Dev to Prod without retyping, I'm listening. :-) - Scott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search not working
What did you change? Kyle Sharp wrote: Alright I finally got this working on my Linux machine, but not on the Windows machine. Actually, I'm glad that it is working on Linux because that is the OS I wanted to use. Still not sure why the Windows wouldn't work (using the 'fulltext:word' fails to return results). However I am able to use the fulltext:word on Linux and everthing works wonderfully. Thank you all for you help through this matter. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Kyle Sharp Sent: Monday, January 08, 2007 3:35 PM To: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Search not working I have checked all of those logs and cannot find any error that is connected. -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Monday, January 08, 2007 3:17 PM To: Kyle Sharp Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Search not working On Mon, Jan 08, 2007 at 03:14:42PM -0800, Kyle Sharp wrote: I have just attempted a fulltext:word search and have returned zero results. What do you have in your system, database, RT and apache logs? Are there any error messages we could use as a hint of what's going wrong? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search not working
Best as I can tell, simple search just searches subjects. After you search using simple search if you click on Edit Search you'll see something like ( Subject LIKE 'search term' ). So you can see that the search you are executing is not looking at the body of tickets. Kyle Sharp wrote: I am continually frustrated by the search function in the RT program. I want to search through the content of a ticket, but everytime I attemp to I get a returned result of zero. Even if I go to an advanced search and enter content LIKE 'word' I still get a result of nothing. However, I am able to perform a search by looking for a word that is contained in the subject, but never a word that is in the content. I started originally with RT Ver 3.4.5 running with ActivePerl ver. 5.8.8, Apache server 2.2.3, and MySQL Server 5.0 on a WindowXP machine. I then attempted to search through the wiki and other online articles to reveal any information on the problem that I am having. When I could not find anything, I then attempted to move to a Linux box and try from there. I used RT Ver. 3.6.3 with ActivePerl ver. 5.8.8, Apache server 2.2.3, and MySQL Server 5.0. Then I still had the same problem with the search not searching through the content of the tickets that I created. I then went back to my WindowsXP machine and went from MySQL Server 5.0 to MySQL Server 4.1 to see if that was part of the problem. Alas, I have still run into the same problem. I would really like to use this program for my Help Desk solution, but I am not sure why I am having this difficulty. Any help would be appreciated. Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search not working
Try doing your search with fulltext:search term. Does that turn up what you need? John Arends wrote: Best as I can tell, simple search just searches subjects. After you search using simple search if you click on Edit Search you'll see something like ( Subject LIKE 'search term' ). So you can see that the search you are executing is not looking at the body of tickets. Kyle Sharp wrote: I am continually frustrated by the search function in the RT program. I want to search through the content of a ticket, but everytime I attemp to I get a returned result of zero. Even if I go to an advanced search and enter content LIKE 'word' I still get a result of nothing. However, I am able to perform a search by looking for a word that is contained in the subject, but never a word that is in the content. I started originally with RT Ver 3.4.5 running with ActivePerl ver. 5.8.8, Apache server 2.2.3, and MySQL Server 5.0 on a WindowXP machine. I then attempted to search through the wiki and other online articles to reveal any information on the problem that I am having. When I could not find anything, I then attempted to move to a Linux box and try from there. I used RT Ver. 3.6.3 with ActivePerl ver. 5.8.8, Apache server 2.2.3, and MySQL Server 5.0. Then I still had the same problem with the search not searching through the content of the tickets that I created. I then went back to my WindowsXP machine and went from MySQL Server 5.0 to MySQL Server 4.1 to see if that was part of the problem. Alas, I have still run into the same problem. I would really like to use this program for my Help Desk solution, but I am not sure why I am having this difficulty. Any help would be appreciated. Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] More about Username
Does anyone have any idea about this? The More About code is located at share/html/Tickets/Elements/ShowRequestor. In my test RT 3.6.1 instance, this showed up when viewing a ticket, but in my new 3.6.3 instance, it simply does not appear. Any ideas why this might be? John Arends wrote: I set up a test 3.6.1 instance, and am now working towards a production version running 3.6.3. In my test version of RT, tickets would have a section that said More about *username* but for some reason in my new 3.6.3 instance, that entire more about box is just missing. Can anyone think of why this might be? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] More about Username
That would explain it. Can you think of a quick hack that would cause this to appear for all users? On Jan 5, 2007, at 11:56 AM, Stephen Turner wrote: -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John Arends Sent: Friday, January 05, 2007 12:46 PM To: John Arends Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] More about Username Does anyone have any idea about this? The More About code is located at share/html/Tickets/Elements/ShowRequestor. In my test RT 3.6.1 instance, this showed up when viewing a ticket, but in my new 3.6.3 instance, it simply does not appear. Any ideas why this might be? Up to 3.6.1, this box only shows for non-privileged requestors. (I can't say if this has changed in 3.6.3 as I don't have that code yet.) Could it be that you are working with privileged requestors now? Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Field Permissions
There are some custom fields that basically apply to a good portion of my queues like Machine Affected. Let's say I have 2 different groups of people that need to work with tickets. Since their areas are so different, I create a queue for each facility, and a group for each facility. So I have Queue A and the people in Group A have full rights to that queue. Then I have Queue B and all the people in Group B have full rights to that queue. They can't see eachother's queues and really have no reason to. So I create the Machine Affected custom field, and use it in both Queue A and Queue B. I give both Group A and Group B the rights to see and modify this custom field. Because each group can only work on its own tickets, I would guess being able to modify the custom field in a ticket that a person can not see wouldn't matter. Is there any inherent security problem in doing this? It seems silly for me to make A Machine Affected and B Machine Affected. Can I safely use the same custom field in this situation? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Bug in 3.6.2 with MyRT Global Config
On the global config screen, the link to edit global MyRT settings is
working in the blue tool bar, but the link is bad in the white list area
underneath it.
The correct link is Admin/Global/MyRT.html but the link in the white
area is Admin/Global/Admin/Global/MyRT.html
I found the offending line here in
/opt/rt3/share/html/Admin/Global/index.html:
},
I = { title = loc('RT at a glance'),
text = loc('Modify the default RT at
a glance view'),
path = 'Admin/Global/MyRT.html',
},
but changing it has no effect, even if I restart Apache. The line should
read: path = 'MyRT.html',
Any idea how I can fix this? It seems like I should be able to just fix
this line and restart Apache, but it didn't work.
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[rt-users] Difference between
In the RT config file, what is the difference between $DatabaseHost and $DatabaseRTHost? They both have the same initial value of localhost. Why are there two values? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
