Re: [rt-users] All users can comment despite that right being revoked

2016-12-15 Thread Joop
On 15-12-2016 18:08, Alex Hall wrote:
> I've just discovered that "modify tickets" includes--for some strange
> reason--the comment right. Thus, if we want users to be able to modify
> other aspects of tickets, they automatically get granted the right to
> comment as well. This seems like an odd decision, but at least I think
> I've found the problem.
>
> Back to removing the option from the Actions menu, then. I've been
> searching, but I don't know where this action gets added. I've found a
> few places where some actions are added to @Actions, but never "comment".
>
>
I remember running into this as well a while back. Search the source
code for either Modify or Comment, think Modify will get you the right
file(s).
Found it, see:
http://requesttracker.8502.n7.nabble.com/rt-devel-ModifyTicket-versus-CommentOnTicket-td57979.html

Joop

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Re: [rt-users] RT 4.4.1 LDAP Authentication issue.

2016-12-09 Thread Joop
On 9-12-2016 13:38, Claude EDUMA wrote:
> Hi Joop,
>
>
> Thank you for your quick answer.
> We have tested with non numerical username and result is OK.
> Well in my organisation we use ldap uid for username. Any suggestion
> to resolve this issue ?
>
Please keep the list in the loop.

I think the problem is in the function(s) which load the user info.
These functions take a name OR an id and then load the corresponding
info. When  usernames are IDs that doesn't work any more. Other than
patching all functions which use this I don't see another solution than
to change the use of uid as a username, sorry.

Joop

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Re: [rt-users] RT 4.4.1 LDAP Authentication issue.

2016-12-09 Thread Joop
On 9-12-2016 11:11, Claude EDUMA wrote:
> Hi everyone.
> First sorry for my english i'm french.
>
> I try a couple of week to have LDAP authentication with my fresh RT
> 4.4.1 installation.
> All seem good but login still fail.
>
> --
> First login :
> -
> [13619] [Wed Dec  7 16:42:02 2016] [debug]: UserExists params:
> username: 20006587 , service: My_LDAP
I think you may have a problem here. This has come up on the mailinglist
a few times but I think that usernames can't start with a number.
Can you try with a 'regular' username consisting of only letters?

Regards,

Joop

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Re: [rt-users] Looking for users of RT 4.4 that use the Asset feature

2016-11-29 Thread Joop
On 29-11-2016 20:51, john boris wrote:
> Good Day,
> My department is looking to replace our current Ticket/asset
> management system. I have been using RT on a small basis to handle my
> own Support requests and used the Asset Management add on (pre 4.4).
> Our current system used to have an agent that would populate the data
> set for us but lacked some of the info we needed. We were at the mercy
> of the company to add features.
>
> I am hoping we can roll our own Powershell script to gather the info
> we need and with some other tweaks we can roll our own.My question to
> the list is if anyone is using RT 4.4 with the Asset Management
> feature and would like to share their experience with it. I am putting
> together the proposal to use RT for this replacement. As a ticket
> system I think it is an easy sell but the Asset portion is my tough sell. 
>
> Anyone who wants to reply can reply off list unless it you feel it is
> relevant to stay on the list. I will post what happens when completed
> (albeit that might not be for a month or so).
>
I'm/We're using RT-4.4 with Assets which is migrated from the 3trd party
Assets extension and use it quite extensively. As mentioned in the other
reply linking assets from tickets is more tricky than the other way
around. We haven't had time to enhance that.

Joop



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Re: [rt-users] Enable devel-mode on existing RT instance?

2016-11-03 Thread Joop van de Wege
On November 2, 2016 9:33:32 PM GMT+01:00, Landon Stewart 
<lstew...@internap.com> wrote:
>On Nov 2, 2016, at 10:45 AM, Alex Hall
><ah...@autodist.com<mailto:ah...@autodist.com>> wrote:
>
>Hi all,
>I'm getting an error in an overlay, but nothing is logged. I know I can
>use
>./configure --devel-mode
>to help, though whether that will show additional information for
>errors like this I'm not sure. Either way, how do I enable it on an
>existing installation of RT? Do I go back to the unpacked source and
>re-run the configure script, or is there more to it? Thanks.
>
>Update your RT_SiteConfig.pm with the following and then restart
>apache:
>Set($DevelMode, '1');
>
That too but DevelMode needs a few extra non standard Perl packages. Rerun 
configure with the development switch added and then run make testdeps to see 
what will be installed, then run make fixdeps.

Joop

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Re: [rt-users] "Group By" Error with CustomFields

2016-10-17 Thread Joop
On 17-10-2016 15:56, Fisher, Michael (SON) wrote:
>
> Greetings!
>
>  
>
> I’ve had this error going on for the last 2 years or so (the cause
> seemed to be driven by adding a new Custom Field configuration). I’ve
> been on the 4.0 release for a while (upgraded to various versions
> through the 2.x and 3.x series). I hoped that it would fix itself when
> I migrated up to 4.4 (only done in test so far), but no such luck.
>
>  
>
> It is generated any time a ticket is shown through the web interface,
> so it’s a pretty frequent error!
>
>  
>
> Oct 16 17:40:36 helium postgres[4097]: [5-1] ERROR:  column
> "main.name" must appear in the GROUP BY clause or be used in an
> aggregate function at character 8
>
> Oct 16 17:40:36 helium postgres[4097]: [5-2] STATEMENT:  SELECT main.*
> FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 
> ON ( ObjectCustomFields_1.CustomField = main.id )  WHERE
> (ObjectCustomFields_1.ObjectId = '33' OR ObjectCustomFields_1.ObjectId
> = '0') AND (main.Disabled = '0') AND (main.LookupType =
> 'RT::Queue-RT::Ticket-RT::Transaction')   GROUP BY main.id   ORDER BY
> MIN(ObjectCustomFields_1.SortOrder) ASC
>
>  
>
> When this fails, it seems to also prevent the Custom Fields
> functionality from working at all, which is a bummer.
>
>  
>
> I tried deleting everything from CustomFields, CustomFieldValues,
> ObjectCustomFields, and ObjectCustomFieldValues, but this didn’t help.
>
>  
>
> Environment: FreeBSD 9.3 (migrating to 10.3), PostgreSQL 9.1
> (migrating to 9.5), RT 4.0.24 (migrating to 4.4.1).
>
>  
>
> I did a new RT 4.4.1 build/database in a VM and compared the schemas
> between my upgraded RT database and the clean one, and I didn’t see
> significant differences in the CustomFields, CustomFieldValues,
> ObjectCustomFields, and ObjectCustomFieldValues tables.
>
>  
>
Have a look at the perl SearchBuilder component, it might be that your
fresh build has the latest with some adjustments to prevent the error
that is thrown in your current env.

Regards,

Joop

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Re: [rt-users] Making ticket history easier to read

2016-10-05 Thread Joop
On 5-10-2016 14:33, Alex Hall wrote:
> Oh right, of course. Still not used to all the commands available, I
> guess. For anyone who is reading this and needs to locate the folder,
> I found it at
> /usr/local/share/request-tracker4/Plugins
> In there is a folder for this extension, and presumably others I
> install. In the extension's folder is etc, and in that is the
> configuration file.
>
> All that said, I don't see a difference between the RT with this
> plugin active and the one without it. Just as much extraneous detail
> seems to be on both pages. It looks like my only recourse now is to
> try the basic interface option.
>
Hmm, thats strange as I seem to remember that the only things being
shown is Create/Correspond/Comment. There is a user preference which can
add back all the transaction types available. Its in the Ticket Display
box at the end and that can be reached using the righthand menu
Settings/Preferences.
I'm thinking that the extension is not enabled. (See the menu
Admin/Tools/SystemConfiguration). I'm on RT-4.4.0

Regards,

Joop



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Re: [rt-users] Making ticket history easier to read

2016-10-04 Thread Joop
On 4-10-2016 16:31, Alex Hall wrote:
> Sorry to ask something I've already posted about, but this is the last
> major area my boss and coworkers are all continuing to ask me about.
> It's also one area on which I can find nothing at all.
>
> People want the ticket history to read more like a forum or instant
> message conversation, rather than an email reply chain with tons of
> extra links. Just for two replies on a ticket, here's what we all see:
Have a look at RT::Extension::HistoryFilter which will hide quite a bit
of history.

Regards,

Joop

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Re: [rt-users] Status of RepliesToResolved extension for RT 4.4.x?

2016-09-16 Thread Joop van de Wege
On September 16, 2016 9:38:30 PM GMT+02:00, Diego Morales 
<mora...@propus.com.br> wrote:
>Does anybody know about the status of the RepliesToResolved extension
>for
>RT 4.4.x ?
>
>Not much response about it on its bug tracker (two questions about it,
>one
>is mine):
>https://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-RepliesToResolved
>
>On the GitHub repo there's a somewhat weird commit just bumping
>requirements for 4.6:
>https://github.com/bestpractical/rt-extension-repliestoresolved/commit/9b8f1e6c93500d6b1583e98d14cc74f5d2df
>
>Somewhat weird because ...
>
>* It has not "propagated" to the metacpan repo (I have no idea how that
>flow is supposed to work here):
>https://metacpan.org/release/RT-Extension-RepliesToResolved
>* It's the only commit its author made to the project
>* Given the warnings about changes in Email interface in the release
>notes
>I expected something like this should need more work...
>* It just doesn't work (I might have to try harder... but it's weird
>anyway)
>
>Thanks in advance,
>
>
>Diego Morales
>Fones: +55 51 3024-3568 | +55 11 4063-8864
>Propus - TI alinhada a negócios
>Service | Telecom | Tech | Data Science
>www.propus.com.br
>
>
>
>
>-
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I'll need to check but I think we use that extension with our 4.4 RT and it 
works OK.

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Re: [rt-users] Using Markdown in RT?

2016-09-13 Thread Joop
On 9-9-2016 16:09, Alex Hall wrote:
> Hello list,
> Is there any way I can replace the default WISIWYG editor with a
> simple Markdown composition editor? I woouldn't want this for
> everyone, but for me, Markdown is far easier to deal with than the
> default editor. A few others in my company may also prefer it, and I
> wouldn't mind having the option available to anyone who prefers it. Is
> this possible?
RT uses ckedit for its richtext editor so this should probably work:
http://ckeditor.com/addon/markdown
Be sure to read the documentation about making LOCAL modifications to RT.

Joop

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Re: [rt-users] incoming (big) email are dropped

2016-09-09 Thread Joop
On 9-9-2016 17:21, Alexandre Galletet wrote:
> Thanks Joop for your answer.
>
> I have in RT_SiteConfig.pm:
>
> Set($MaxAttachmentSize, 5*1024*1024);
> Set($DropLongAttachments, 1);
>
> And the longest character string in postgresql is 1GB
>
> If I get a mail with 6MB attachment I get the mail but the attachment
> is dropped. (that's OK)
>
> If attachment is larger than ~8GB I get NO mail at all.
>
Then the smtp server is dropping the mail.

Joop

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Re: [rt-users] incoming (big) email are dropped

2016-09-09 Thread Joop
On 9-9-2016 14:44, Alexandre Galletet wrote:
> Hello everyone,
>
> When we receive email with more than ~8MB I see only the three lines
> below in rt's log and that all. Noting in web interface.
>
> [2688] [Fri Sep  9 12:26:55 2016] [warning]: Use of uninitialized
> value $args{"Message"} in print at
> /opt/rt4/sbin/../lib/RT/EmailParser.pm line 121.
> (/opt/rt4/sbin/../lib/RT/EmailParser.pm:121)
> [2688] [Fri Sep  9 12:26:55 2016] [debug]: Encode::Guess guessed
> encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:568)
> [2688] [Fri Sep  9 12:26:55 2016] [error]: Couldn't parse or find
> sender's address
> (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:86)
>
> If I resent the same mail, with smaller attachment everything is OK.
>
> Is there a limit size for incoming mail ?
See https://docs.bestpractical.com/rt/4.4.1/RT_Config.html and
$MaxAttachmentSize and related options. Your database backend may
enforce different limits, check with your dba.

Regards,

Joop

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Re: [rt-users] Ading users to queues?

2016-09-04 Thread Joop
On 4-9-2016 1:34, Alex Hall wrote:
> Hello list,
> I'm in the process of setting up RT for testing in the company I work
> for. I get groups and users now, and I know what queues are for. What
> I can't find is how to add users to queues. Memberships for a user
> only includes groups.
>
> As I understand it, a queue is a logical grouping of tickets by topic.
> We might have an IT queue, a customer service queue, a graphics design
> queue, and so on. That way, users can open tickets for a given queue,
> and those in that queue would be notified and could act on the ticket.
> That's where I'm stuck, though: how do I get users to be part of
> queues, so they get ticket notifications and access? Or, like making
> users admins, am I thinking about this the wrong way round? Thanks!
You can add groups on a queue level of global. On a queue level you can
only add a subset of rights of that of a global group but the way you
add groups is the same.
Goto Admin/Queues and select a queue, goto the group rights tab and when
the page with rights appear you can ADD GROUP on the bottom left. Start
typing a new name to add a ne group and assign right to that group from
the 3 tabs on the left. Put some users into that group and they should
only be able to do what has been assign to that queue.
Watch out for rights you add globally to predefined groups. If you add
SuperUser to Everyone you can't revoke that right on a lower level!.
The way I test is either by using the extension BecomeUser or to have
two browsers open, one with the admin interface and one with a user in
the groups I'm doing admin on. Refreshing the page in the latter is
enough to see the effect of rights added or removed in the admin one.

You can use the groups to make them watchers on a queue and then they
will receive email. What probably will work is to have two sets of
groups, one for notifications and one for access, like IT_Admin_Access
vs IT_Admin_Notif. I have gone for the single group variant.
I have partitioned access/notification mostly into 3 parts, _Admin,
_User, _Extern, so for a queue of IT I have 3 groups:

  * IT_Admin contains the people who can do almost anything in this
queue, add/remove people, rights, except system rights etc
  * IT_User contains the people doing the actual work on tickets, so
they can change their on dashboards/searches/profile etc
  * IT_Extern contains the few people outside of our org that need
access to the tickets their org has made and where SelfService isn't
enough, they see for example no comments, no tickets in other
queues, can't change much


You can add rights to these 3 groups on 3 different levels: Global,
Queue and Group level then add then to the queue under Group Rights and
under Watchers where I add the _Admin and _User as AdminCC's and the
_Extern as CC roles so that the external orgs don't see our internal
(Comment) communication.

Hope this clears things up, a little. If not let us know and we'll try
to help.

Joop


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Re: [rt-users] Critical error after upgrading to RT 4.4.0

2016-06-06 Thread Joop
On 6-6-2016 10:09, Guadagnino Cristiano wrote:
> Plus, I have a few customizations:
>
> - show status and priority in color
>
Thats interesting :-)

I'm running 4.4.0 too and also an upgrade from but from 4.0.X but I
can't get to show status in color.
I had the extended_status coloring from the wiki but that doesn't work
anymore. I had a quick look but at the moment I'm swamped by other stuff
than RT :-(

Can you share your mods?

TIA,

Joop

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Re: [rt-users] RT4 Install on Centos7+Internal Server Error

2016-05-09 Thread Joop
On 9-5-2016 17:36, Yanni wrote:
> Hello again
>
> Still fighting with setting up RT4. I have now deleted the previous RT
> installation and started again.
> I have put all command outputs in pastebin.com so that my email is
> small as much as possible and hopefully easy to read. When you can
> please see below the steps I have taken.
>
> 12. Apache Error_log file says: http://pastebin.com/9xUwHNDZ
touch /opt/rt4/var/log/rt.log
chown apache:apache: /opt/rt4/var/log/rt.log

Regards,

Joop
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Re: [rt-users] Attachments from the UI

2016-04-18 Thread Joop
On 18-4-2016 13:11, Beck J Mr wrote:
> Hi All,
>
> We have upgraded to 4.4.0 from 4.2.11 and we are seeing non-privileged users 
> are not able to attach files using the UI, either by drag-and-drop, or by 
> browsing for a file. All looks well in the UI; we see the progress bar and a 
> nice, big tick to say the file has been uploaded, but the file does not get 
> posted on the ticket.
>
> E-mail attachments work okay as far as we can tell, and we cannot see 
> anything relevant in error.log or rt.log.
>
> Has anybody seen this behaviour?
>
>
This has come up on the mailinglist a few times. Search them and lets us
know if you can't find it and maybe someone will dig up the posts. I'm
short on time right now, sorry.

Joop

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Re: [rt-users] Onetime CC are giving an internal error

2016-04-16 Thread Joop
On 9-4-2016 9:40, Todd Wade wrote:
> On 4/7/16 8:50 AM, Joop wrote:
>> like an URL encoded block of text which is 8000 chars.
>> Shouldn't PreviewScrips use POST instead of GET because of the possible
>> large amount of text?
>
> Yeah it looks like that should POST.
>
> I put in a pull request for this:
>
> https://github.com/bestpractical/rt/pull/184
> https://github.com/bestpractical/rt/pull/184.diff
>
> I had to add a helper to util.js because unfortunately it looks like
> theres no way to serialize the form as an object with stock jQuery. So
> you might want to wait to see if BPS accepts this as-is before
> applying it.
>
I implemented this patch and it works OK but has a unpleasant side effect.
How to reproduce:
Reply to a ticket and make sure you have the right to see the scrip
preview pane
Notice that all that need to recieve email are having a checkmark!
Click into the message body reply field, type some text, not really needed
Click outside the text field on a place that is NOT a other form element
such as the Owner dropdown.
Notice that the checkmarks disappear :-(

Will amend the PR with this info too.

Joop

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Re: [rt-users] Due dates

2016-04-15 Thread Joop
On 15-4-2016 10:15, Sally Ainsley wrote:
> Hi
>
> We have managed this by setting up different SLAs for different queues.
>
> It was really fiddly and took lots of trial and error but we now have 5
> different sets of SLAS - we have default 1 and default 2 which apply to the
> majority of our Queues and then I have 3 bespoke ones.  
>
> Each SLA set has a different set of "business hours" and 4 or 5 SLA levels.
>
>
> Each level sets a due date based on the business or real hours defined
> within the SLA level.
>
> We have 5 SLA custom fields each with the defined SLA levels -each Custom
> field has to be called "SLA" but then within each we have different names
> for the levels defined the thing you have to ensure is that each SLA level
> has a unique name.   We define the correct SLA for each QUEUE set by
> allocating the relevant SLA Custom Field.
>
> Does that help - or do you need to see some examples?
>
> Sally
Now that you shouldn't have offered :-)

Could you post an example, I'm interested in something like that and I'm
trying to get managment interested in changing bad habits :-)

Regards,

Joop

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Re: [rt-users] Installing RT on Centos7

2016-04-11 Thread Joop
On 11-4-2016 13:36, Emmanuel Lacour wrote:
> For those who may need it, I just did a quick fresh install of RT 4.4.0
> on Centos 7 with only rpm dependencies. I collected some, rebuild others
> and put everything here:
>
> http://rt.easter-eggs.org/rpms/el7/README.txt
>
>
> I give this without any warranty ;
Thanks, I just did a fresh install on C7 using mostly rpms and cpan for
the remaining dependancies.
I might try your set instead. Nothing on that instance yet and using
configmgmt so easily tried.

Regards,

Joop

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Re: [rt-users] Onetime CC are giving an internal error

2016-04-08 Thread Joop
On 8-4-2016 21:06, Sean Cwiek wrote:
>
> We are seeing something very similar for every correspondence after
> upgrading to 4.4.  The call to load the Scrips and Recipients box when
> updating a ticket contains the entire content of the message in the
> string, which is often leading to this 414 error.  We never ran into
> this issue in 4.2.
>
>  
>
> > We are running rt-4.4.0 and just noticed that selecting a One-time Cc
>
> > gives an internal error in the Scrips and Recipients block.
>
> > The error is:
>
> >
>
>  > [9625] [Thu Apr  7 12:37:48 2016] [warning]: Use of uninitialized
> value in split at /opt/rt4/share/html/Helpers/PreviewScrips line 81.
> (/opt/rt4/share/html/Helpers/PreviewScrips:81)
>
> > [9625] [Thu Apr  7 12:37:48 2016] [error]: Operation "eq": no method
> found,
>
> > left argument has no overloaded magic,
>
> > right argument in overloaded package Email::Address at
> /opt/rt4/share/html/Helpers/PreviewScrips line 115.
>
> >
>
>  > Stack:
>
> >   [/opt/rt4/share/html/Helpers/PreviewScrips:115]
>
> >   [/opt/rt4/share/html/Helpers/autohandler:51]
>
> >   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
>
> >   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]
>
> >   [/opt/rt4/share/html/autohandler:53]
> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
>
> >
>
>  > Anyone else seen that?
>
> >
>
>  > We are running rt with a couple of extensions but none of them
> should be
>
> > touching something in that part of the code.
>
> >
>
>  > Something related to this, namely PreviewScrips. If you
> reply/comment to
>
> > a large message body then apache will log a 414 and there will be no
>
> > text in the Scrips and Recipients block.
>
> > Looking at the apache logs shows a very large GET request which looks
>
> > like an URL encoded block of text which is 8000 chars.
>
> > Shouldn't PreviewScrips use POST instead of GET because of the possible
>
> > large amount of text?
>
> >
>
>  > Regards,
>
>

I might have some spare time this weekend and if so will be looking into
it to see what changed between 4.2 and 4.4. Some help from BP is very
welcome too :-)
I might open a bug report just to make it know to more people.

Thanks for letting me know I'm not alone,

Joop

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[rt-users] Onetime CC are giving an internal error

2016-04-07 Thread Joop
We are running rt-4.4.0 and just noticed that selecting a One-time Cc
gives an internal error in the Scrips and Recipients block.
The error is:

[9625] [Thu Apr  7 12:37:48 2016] [warning]: Use of uninitialized value in 
split at /opt/rt4/share/html/Helpers/PreviewScrips line 81. 
(/opt/rt4/share/html/Helpers/PreviewScrips:81)
[9625] [Thu Apr  7 12:37:48 2016] [error]: Operation "eq": no method found,
left argument has no overloaded magic,
right argument in overloaded package Email::Address at 
/opt/rt4/share/html/Helpers/PreviewScrips line 115.

Stack:
  [/opt/rt4/share/html/Helpers/PreviewScrips:115]
  [/opt/rt4/share/html/Helpers/autohandler:51]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]
  [/opt/rt4/share/html/autohandler:53] 
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)

Anyone else seen that?

We are running rt with a couple of extensions but none of them should be
touching something in that part of the code.

Something related to this, namely PreviewScrips. If you reply/comment to
a large message body then apache will log a 414 and there will be no
text in the Scrips and Recipients block.
Looking at the apache logs shows a very large GET request which looks
like an URL encoded block of text which is 8000 chars.
Shouldn't PreviewScrips use POST instead of GET because of the possible
large amount of text?

Regards,

Joop

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Re: [rt-users] Display custom fields in a ticket

2016-03-30 Thread Joop
On 29-3-2016 22:49, Jeffrey Pilant wrote:
>
> Joop wrote:
>
> > In 4.2 BP introduced the concept of CustomFieldGrouping where you can
> > add CFs to other metadata blocks like Dates or People thats why
> > ShowSummary is different.
> > Could it be that the configuration variable todo wiht CF-Grouping has
> > been modified (incorrectly)??
>
> > 
>
> > Joop
>
>  
>
> That probably explains it.  Here is the substance of my
> RT_SiteConfig.pm file:
>
>   Set($rtname, 'X.COM');
>
>   Set($WebDomain, 'X');
>
>   Set(@ReferrerWhitelist, qw(AAA.BBB.CCC.DDD:80 X:80 x:80));
>
>   Set($WebPath, "/rt");
>
>  
>
> We don’t use the email side at all (the server cannot even send mail),
> only the web side.
>
>  
>
> Can you give me the CustomFieldGrouping I need?  We have CF’s of the
> following patterns:
>
>   LookupType  #  Name  Added   Type   Pattern  Status
>
>   Articles#  CFXX  Z   Enabled
>
>   Articles#  CFXX, YY  Z   Enabled
>
>   Tickets #  CFXX  Z  [WWW]Enabled
>
>   Tickets #  CFXX  Z   Enabled
>
>   Tickets #  CFGlobal  Z  [WWW]Enabled
>
>   Tickets #  CFGlobal  Z   Enabled
>
> With a total of 5 article and 20 ticket CFs.  Two of the latter are
> test entries.
>
>  
>
> The RT_Config.pm suggests something of the form:
>
>   Set(%CustomFieldGroupings,
>
>   'RT::Ticket' => [
>
>   'Grouping Name' => ['CF Name', 'Another CF'],
>
>   'Another Grouping'  => ['Some CF'],
>
>   'Dates' => ['Shipped date'],
>
>   ],
>
>   'RT::User' => [
>
>   'Phones' => ['Fax number'],
>
>   ],
>
>   );
>
>  
>
> If I have to add to a predefined group, I would like to add to "Basics".
>
>  
>
> After adding to RT_SiteConfig.pm, I will bounce the web server to verify.
>
>
Anything that isn't in RT_SiteConfig.pm has a default that should give
you a working RT.
You didn't change anything in RT_Config.pm?

I'm at the end of my wits. Can't think of anything that would cause this
without having access to the systems.

Joop

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Re: [rt-users] Display custom fields in a ticket

2016-03-29 Thread Joop
On 29-3-2016 2:09, Jeffrey Pilant wrote:
>
> Joop wrote:
>
> > Jeffrey Pilant wrote:
>
> > >/Could this be a customization of the old system?  If so, what files
> would exist /
>
> /> > to hold the customization?  [I know there is an overload
> mechanism, and maybe some /
>
> /> > config stuff, but I don't recall the details.]  If I could locate
> the old file set /
>
> /> > and look at those files, maybe it will give me an idea to try./
>
> >/ /
>
> > Possible but it could be hidden or it could be obvious.
>
> > If its done well than the customisation should be done in the
>
> > /opt/rt4/local/ tree and it would survive updates. Now its probably not
>
> > a plugin so you could skip looking at the plugins folder but you never
>
> > know. Do you run plugins?
>
> > Anything in the 'lib' or 'html' folder may overrule the same file from
>
> > /opt/rt4/{lib|html} and anything in the callback folder can add/overrule
>
> > parts or anything using the callback mechanism built into RT
>
> > So is anything in it in the old system?
>
> > If it isn't done nicely then things get tricky. Source files can be
>
> > altered directly and finding them could involve getting a diff between
>
> > whats installed now and how a pristine installed tree looks like.
>
> > Looking at modified dates might also be a way to find diffs.
>
> > 
>
> > Lets see how far we get this time :-)
>
> > 
>
> > Joop
>
>  
>
> I think I have some customized old system files.  I don’t have any
> .../local file
>
> Overrides in the 3.8.4 system.  But based on your info, I found the file
>
> Ticket/Elements/ShowSummary
>
> Which looked to be customized (or at least it shows the text “Custom
> Fields”.
>
I also run an old RT install (3.8) and that is how the ShowSummary
should look.

>  
>
> Comparing the two, it is clear that the 4.2.10 version does not have
> these Fields as part of the file.  Below is a DOS diff, showing the
> differences of between the files.  Can you tell me what file(s) I need
> to create to make a local override in the new system, and what you
> suggest for the contents?  The new system is a clean install, so the
> files should be default values.  Also, what other files do I need to
> look at for these custom fields?  I.e., ticked edit, self-service,
> others
>
>
In 4.2 BP introduced the concept of CustomFieldGrouping where you can
add CFs to other metadata blocks like Dates or People thats why
ShowSummary is different.
Could it be that the configuration variable todo wiht CF-Grouping has
been modified (incorrectly)??

Joop


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Re: [rt-users] User not getting the webpath in links

2016-03-29 Thread Joop
On 29-3-2016 18:00, Luke Hopkins wrote:
> Has anyone encountered this issue before?  Am I not providing enough
> information to make the issue clear?
>
> On 24/03/2016 17:25, Luke Hopkins wrote:
>>
>> I recently upgraded my database from 4.0.4 to 4.4.0.  Everything works
>> fine except for one user who doesn't get the right links. Whenever the
>> user clicks on a queue all tickets have the format:
>>
>> '  __id__/TITLE:#',
>>
>> while every other user has the correct format of:
>>
>> '> href="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#',
>>
>>
>> This cause the user to get a 503 whenever they click a link because the
>> WebPath is missing.
>>
>> I can change the format but it always reverts back when I leave the
>> query.  How do I get this to get the correct format each time.
I think I have seen this before on the list. Think has something todo
with a search that is in the attributes table and thus part of the users
profile.
There is a rt-attributes-viewer command that will show you the decoded
content. Find all the records of that user and run the searches through
this tool to see which one it is. There is also an editor tool.

Regards,

Joop

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Re: [rt-users] Display custom fields in a ticket

2016-03-28 Thread Joop
On 28-3-2016 20:14, Jeffrey Pilant wrote:
> Joop wrote:
>> I just logged into our RT instance to make sure I use the correct terms.
>> Goto the top menu: Admin/CustomFields/Select
>> Make sure you have ticket CFs displayed (Only show custom fields for Field)
>> Select one that is visible in the old system.
>> Now select 'Applies to' from the top right menu
>> There it should show you whether that CF is globally visible or only for
>> selected queues and a list of unselected queues.
> Under this menu path, I get:
> |  Apply Globally
> |  [ ] check this box to apply this Custom Field to all objects.
> |  Selected objects
> |# Name   Description Address  Priority  DefaultDueIn  
> Lifecycle  SubjectTag  Status
> |4 X  Queue for X Issues  -/-  0-0   0 
> defaultEnabled
> |  Unselected objects
So there is atleast one CF that should be visible.

>> Another route would be to select Admin/Queues/Select, select the queue
>> where your CFs aren't visible anymore and then Select 'Custom Fields'
> >from the top right menu. That should give you a list of all CFs that are
>> applicable to that queue.
> Under this menu path, I get:
> |  Selected Custom Fields
> |[ ]  #  Name  Added  Type  Pattern  Status  Move
> |  Unselected Custom Fields
> |[ ]  #  Name  Added  Type  Pattern  Status
This should show some fields if I'm correct but doesn't which if true I
think is odd.

>> You could add a new group add yourself to it and give that group all
>> rights possible. If the CFs show up than its a rights problem, if they
>> don't than you have a problem in the database, you can check with
>> rt-validator.
> In my last email, I mentioned the few rights I did not have.  None looked 
> like they would be controlling this.  I will skip creating an uber group for 
> the moment.
>
> Logging in as administrator on the server, then invoking su to run as root, I 
> get:
> |  InformaticsRT:/opt/rt4/sbin # ./rt-validator -c
> |  [26637] [Mon Mar 28 17:48:58 2016] [info]: Using internal Perl HTML -> 
> text conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1818)
> |  Record #7 in ObjectCustomFieldValues references a nonexistent record in 
> Articles
> |  ObjectId => '1' => id
> |
> |  Record #3 in Links. Value of Base column most probably is an incorrect link
> |  Record #245 in Transactions. Value of NewValue column most probably is an 
> incorrect link
> |  Record #2611 in Transactions. Value of NewValue column most probably is an 
> incorrect link
> |  Record #4 in Links. Value of Target column most probably is an incorrect 
> link
> |  Record #5 in Links. Value of Target column most probably is an incorrect 
> link
> |  Record #3 in Links. Value of Target column most probably is an incorrect 
> link
> |  Record #4 in Links. Value of Base column most probably is an incorrect link
> |  Record #5 in Links. Value of Base column most probably is an incorrect link
> | 
> |  InformaticsRT:/opt/rt4/sbin #
>
> While there are some minor issues, this does not show the level of errors I 
> would expect from a corrupted DB not showing custom fields.
You could trace the records mentioned back to the various tables in the
database but I agree with you that it shouldn't be the cause of the
problems you're having.

>> If you create a new CF does it show up?
> I tried creating a new object.
> It does not show up.
>
>> Joop
> I truly appreciate your assistance.
>
> Could this be a customization of the old system?  If so, what files would 
> exist to hold the customization?  [I know there is an overload mechanism, and 
> maybe some config stuff, but I don't recall the details.]  If I could locate 
> the old file set and look at those files, maybe it will give me an idea to 
> try.
>
Possible but it could be hidden or it could be obvious.
If its done well than the customisation should be done in the
/opt/rt4/local/ tree and it would survive updates. Now its probably not
a plugin so you could skip looking at the plugins folder but you never
know. Do you run plugins?
Anything in the 'lib' or 'html' folder may overrule the same file from
/opt/rt4/{lib|html} and anything in the callback folder can add/overrule
parts or anything using the callback mechanism built into RT
So is anything in it in the old system?
If it isn't done nicely then things get tricky. Source files can be
altered directly and finding them could involve getting a diff between
whats installed now and how a pristine installed tree looks like.
Looking at modified dates might also be a way to find diffs.

Lets see how far we get this time :-)

Joop


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Re: [rt-users] Display custom fields in a ticket

2016-03-25 Thread Joop
On 22-3-2016 23:05, Jeffrey Pilant wrote:
>
> Joop wrote:
>
> >On 22-3-2016 18:56, Jeffrey Pilant wrote:
>
> >> I am a novice at RT.  I was given an instance of RT 3.8.4 to upgrade a
>
> >> while ago.
>
> >> 
>
> >> I upgraded it into RT 4.2.10.  Seemed to be OK.  At least it ran.
>
> >> 
>
> >> Today, months later, I was informed the tickets are not displaying the
>
> >> custom fields that used to be there.
>
> >> 
>
> >> I have confirmed that the field definitions appear to have been copied
>
> >> over.
>
> >> 
>
> >> However, the fields are not showing in the display.
>
> >> 
>
> >> 
>
> >> 
>
> >> Can someone post stuff for me to check?
>
> > 
>
> >Use the Admin part to check if those CF are still 'applied to' your queues.
>
> >Another thing: it could be rights related
>
> > 
>
> >> I suspect it is something as simple as adding the field to the list of
>
> >> things to show on the display page.
>
> >> 
>
> >> However, I don’t know how to do that.
>
> > 
>
> >Its possible some custom code/callbacks did some wonderful things but
>
> >without an idea how it looked like and how its looking now its hard to
>
> >guess as to why it doesn't work.
>
> >Do you happen to have a file backup of the RT install tree?
>
> >That way you can try to find out if any customization has been done.
>
>  
>
> When I check for the custom fields for the queue, I see no fields
> listed under selected and no fields listed under unselected.
>
I just logged into our RT instance to make sure I use the correct terms.
Goto the top menu: Admin/CustomFields/Select
Make sure you have ticket CFs displayed (Only show custom fields for Field)
Select one that is visible in the old system.
Now select 'Applies to' from the top right menu
There it should show you whether that CF is globally visible or only for
selected queues and a list of unselected queues.

Another route would be to select Admin/Queues/Select, select the queue
where your CFs aren't visible anymore and then Select 'Custom Fields'
from the top right menu. That should give you a list of all CFs that are
applicable to that queue.



>  
>
> Just checked my user rights:
>
> My login is a member of the admin group.  The admin group has all but:
>
>   Modify ticket owner on owned tickets [ReassignTicket]
>
>   *Show Articles menu [ShowArticlesMenu]
>
>   Show global templates [ShowGlobalTemplates]
>
>   Show history of public user properties [ShowUserHistory]
>
>   *Allow writing Perl code in templates, scrips, etc [ExecuteCode]
>
>   Create, modify and delete custom fields values
> [AdminCustomFieldValues]
>
> The two with asterisks (*), I pick up via other groups.  So basically,
> I have every right I probably need.
>
>  
>
> Looking at the right of the custom field, it seems to have none.
>
> I think it should have:
>
>   View custom fields [SeeCustomField]
>
> But when I check it and save it, nothing changes on the ticket display.
>
>
You could add a new group add yourself to it and give that group all
rights possible. If the CFs show up than its a rights problem, if they
don't than you have a problem in the database, you can check with
rt-validator.

If you create a new CF does it show up?

Joop

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Re: [rt-users] Display custom fields in a ticket

2016-03-23 Thread Joop
On 22-3-2016 23:05, Jeffrey Pilant wrote:
>
>  
>
> I have a local VM with the old install in working condition, so I have
> all the files and data.
>
> Not sure where to look.
>
>
Could you post screenshots of the working display vs the non working one
and post them to some pics sharing site and share the URLs with us?

Joop

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Re: [rt-users] RT 4.4.0 upgrade questions

2016-03-22 Thread Joop
On 22-3-2016 21:01, Dave Florek wrote:
> Hi,
>
> I'm using RT 4.2 and I'm looking to upgrade to 4.4.0. I'm opting for a
> complete wipe and reinstall because I added about 40 modules to RT 4.2
> that RT 4.4.0 integrated a few. If I do a backup of the PostGRESQL
> database I'm using, would that data be compatible or easily restored
> in RT 4.4.0? I don't know if the MySQL or PostGRESQL data changes
> formats in minor releases. Could someone clarify?
I just upgrade from 4.0.23 with a couple of extensions to 4.4 and
haven't had any major problems and the upgrade consisted of moving the
database to a dedicated db server and RT to a dedicated webserver. It
used to be an all in one VM.
Thats more or less the same situation you're in.

I installed a fresh postgres-9.3 server, imported my old database into
it, installed a new webserver, installed rt-4.4.0 and ran 'make
upgrade', ran the upgrade database steps, see documentation, and told it
I came from 4.0.23 and wanted to end at 4.4. Upgrade went OK except for
a few minor things.
- being one of the first to try I hit a documentation bug. Should be
solved now.
- had external auth (AD) so needed to fix the users table
- forgot the root password so had to reset it to something known, google
is your friend
- had the third party AssetTracker but wanted the BP one so had to
manually convert quite a bit of the database
Thats the problem spot: if you have extensions which interact with the
base product beyond just visually then, but you should always do that,
test , test and test.
In my case: linking from tickets/articles to the old assets causes
display artifacts if you don't have the extension installed.
Most extensions don't have these problems and if you know your
extensions well you can guess whether it will work or not.
Read the UPGRADING documentation. SLA is core now, Assets are,
ExternalAuth is. So don't reinstall those extensions anymore. Anything
else depends on the original authors whether it will work with 4.4.


Regards,

Joop


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Re: [rt-users] Display custom fields in a ticket

2016-03-22 Thread Joop
On 22-3-2016 18:56, Jeffrey Pilant wrote:
>
> I am a novice at RT.  I was given an instance of RT 3.8.4 to upgrade a
> while ago.
>
> I upgraded it into RT 4.2.10.  Seemed to be OK.  At least it ran.
>
> Today, months later, I was informed the tickets are not displaying the
> custom fields that used to be there.
>
> I have confirmed that the field definitions appear to have been copied
> over.
>
> However, the fields are not showing in the display.
>
>  
>
> Can someone post stuff for me to check?
>
Use the Admin part to check if those CF are still 'applied to' your queues.
Another thing: it could be rights related
>
> I suspect it is something as simple as adding the field to the list of
> things to show on the display page.
>
> However, I don’t know how to do that.
>
Its possible some custom code/callbacks did some wonderful things but
without an idea how it looked like and how its looking now its hard to
guess as to why it doesn't work.
Do you happen to have a file backup of the RT install tree?
That way you can try to find out if any customization has been done.

Regards,

Joop
 
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Re: [rt-users] Replying to the same ticket at same time.

2016-03-22 Thread Joop
On 22-3-2016 14:22, Parish, Brent wrote:

> Sorry!  You are quite correct, Joop - I am using that extension (and yes, it 
> is compatible with 4.4 -- or rather I should say that I have not had any 
> issues with it yet) 
>
No problem. I'm going to try it on a test setup and if it adds to our
workflow implement it in production.

Thanks for confirming,

Joop


PS:
Sorry, missed the reply to list

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Re: [rt-users] Replying to the same ticket at same time.

2016-03-21 Thread Joop
On 21-3-2016 20:48, Parish, Brent wrote:
> 4.4 offers a "ticket locked" message that you can leverage
>
>
>
Are you referring to core functionality? because I haven't seen that
mentioned in the 4.4 Readme.
I'm aware of the extension RT::Extension::TicketLocking but haven't
tried if its compatible with 4.4.

Regards,

Joop

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Re: [rt-users] Unique custom fields for assets

2016-03-15 Thread Joop
On 15-3-2016 17:34, Seever, Kenny wrote:
>
> Kyle,
>
>  
>
> Thanks for the reply.  If possible would you be willing to share what
> you have?  This will be something I’ve never attempted so need all the
> help I can get.
>
>  
>
>
Interested too. I have moved from the third-party AT-Assettracker to the
RT Assets and lost the unique IP restriction that is in the former.
Would love to have that back :-)

Joop

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Re: [rt-users] Upgrading from 4.2.0 > 4.4.0

2016-02-26 Thread Joop
On 26-2-2016 22:39, Lush, Aaron wrote:
> No w I am getting the following error when upgrading, after using the
> UPDATE command listed below. This only occurs when upgrading from
> 4.3.9 to 4.3.10. Any further advice would be much appreciated!
>
> /Processing 4.3.10/
> /Now populating database schema./
> /[19046] [Fri Feb 26 21:33:59 2016] [critical]: DBD::mysql::st execute
> failed: Table 'Assets' already exists at
> /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552.
> (/tmp/rt-4.4.0/sbin/../lib/RT.pm:390)/
> /DBD::mysql::st execute failed: Table 'Assets' already exists at
> /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552./
> /Makefile:391: recipe for target 'upgrade-database' failed/
>
That suggests that you have been using the Assets extension in 4.2.
I didn't get that error when upgrading from 4.0.23 to 4.4, besides that
, I'm  using postgres as a db backend but that shouldn't matter.

Joop

PS: its 23:20 for me so time to get some sleep :-)

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[rt-users] Add entries to TYPEMAP

2016-02-26 Thread Joop
Hi All,

We are in the process of upgrading our RT install from 4.0.23 to 4.4.0
but have been putting this off because of the extension AssetTracker
that we're using.
The last couple of weeks I have been looking at an upgrade path and I
think I have found a way to upgrade our instance. A test conversion
seems to be working fine after the standard RT upgrade path, coupled
with a number of database upgrades to get our AssetTracker metadata
moved over to RT::Assets. Using the Import::CSV to get the data over.
There is a small bug in that extension. It has been made compatible with
RT-4.4.0 but it still uses rtxassets/rtxcatalog instead of
assets/catalogs tables :-(

Now to the question I have:
AssetTracker uses a couple of extra LinkTypes
(Runs/RunsOn/ComponentOf/HasComponent) and I can convert these to
Parent/Child or DependsOn/DependantON links but I have been wondering
how much trouble it would be to add those types to the Link TYPEMAP, and
besides adding them if there would be a need for code to handle these.

Anyone who can/is willing to comment on that idea?

Regards,

Joop


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Re: [rt-users] Upgrading from 4.2.0 > 4.4.0

2016-02-26 Thread Joop
On 26-2-2016 18:47, Lush, Aaron wrote:
> I'm trying to upgrade from 4.2.0 > 4.4.0 on Ubuntu Server 15.10 and
> have been running into some snags. The first was that I had
> "ExternalAuthId" with values in my RT4 database, as I was using that
> plug-in. Once I dropped that table I was able to continue upgrading.
> However, my upgrade has stalled at the following:
>
>
Using something like : update users set externalauthid=null where
externalauthid is not null should do the trick. Don't drop the users table.
I just did a test upgrade from 4.0.23 to 4.4.0 and we're using
ExternalAuth too.
For those interested: we also use AssetTracker and I migrated all its
assets to the shine new RT::Assets :-)
Got a question about something related but will post that in a new thread.

Regards,

Joop

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Re: [rt-users] A few Op's questions from a new user

2016-01-18 Thread Joop
On 18-1-2016 22:59, Mike Diehl wrote:
> Hi all,
>
> I've recently started using RT.  I chose it because it was written in Perl 
> (as 
> is the rest of my system) and had a lot of integration  and extension hooks.
>
>
> 3.  If a customer opens a ticket but requests several things, what is the 
> best 
> way to track the progress of those tasks individually?  I see that I should 
> be 
> able to create associated tickets, but I don't see/understand how those get 
> related and updated.  I would love some comments on how others manage this.
If they enter their requests in a structured way then you could parse it
and automatically create tickets.
We use a modified version from the wiki which splits a request in
components and makes depends on tickets from it.
Ex:
This is the body of the parent ticket which will get split into multiple
tasks.
- This would be the subject of task one
And this would be the body of task one. Can span multiple lines if you wish.
- This would be the subject of task two
And ofcourse the body
- - This would be the subject of task two.one
and the body.

Regards,

Joop



Re: [rt-users] Ticket Increment after Reboot/Restart

2016-01-12 Thread Joop
On 12-1-2016 16:07, Trev wrote:
> Good Morning,
>
>   RT 4.2.12 on Debian/MySQL
>
>   I have an odd situation where my ticket numbers seem to jump
> significantly after a restart of services or a reboot of the server.
If you were using Oracle I would say that Oracle is caching sequence
numbers and that would be the reason for the jumps, although the jumps
would only be 10 or 20 numbers, from memory thus not sure.
Maybe MySQL is also caching and thus it will skip a certain amount of
numbers.

Joop



Re: [rt-users] Ticket Links missing post upgrade/conversion to Oracle 4.2.11.

2015-11-17 Thread Joop
On 17-11-2015 20:04, Hummer, Greg wrote:
>
>
> Good afternoon,
>
> I can confirm it is most likely due to an organization. The
> organization in our System Configuration prior to the
> Conversion/Upgrade matches the setting after. This was confirmed
> though googles “Inspect Element” feature.
>
> *On the bad links I get the following:*
> / id=“DeleteLink-fsck.com-rt://*example.com*/ticket/101611-RefersTo”
> name =
> “DeleteLink-fsck.com-rt://*example.com*/ticket/101611-RefersTo-:
> value=”1”>/
>
> *On recently created- good links, I get this:*
> / id=“DeleteLink-fsck.com-rt://*abc.com*/ticket/101611-RefersTo” name =
> “DeleteLink-fsck.com-rt://*abc.com/*ticket/101611-RefersTo-: value=”1”>/
>
>
> When we pulled two lines out of the Link table, we get the following:
> /15367 fsck.com-rt://*example.com*/ticket/15
> fsck.com-rt://abc.com/ticket/99902 MergedInto 99902 99902 184988
> 4/29/2014 4:10:48 PM 184988 4/29/2014 4:10:48 PM /
>
> In the sage account (which has all good links) this same ID shows up
> like this:
> /15367 fsck.com-rt://*abc.com*/ticket/15
> fsck.com-rt://abc.com/ticket/99902 MergedInto 99902 99902 184988
> 4/29/2014 4:10:48 PM 184988 4/29/2014 4:10:48 PM/
>
> So then we went about trying to fix it. We used RT-Validator with
> force, RT-Validator with links, and finally the MySQL below. Each
> time, with each of the previous three items, we got the following error:
> /
> ORA-1: unique constraint (RT3EMTS.LINKS1) violated/
>
> Here is the MySQL we tried to use:
> UPDATE links SET BASE = REPLACE(BASE,'example.com','abc.com') WHERE
> BASE LIKE '%example.com%';
>
> Does anyone have any suggestions how to get around this Oracle error
> when trying to adjust the domain in the links?
>
Your update (replacing example.com with abc.com) creates a row in the
LINKS table which violates the LINKS1 constraint. Look at the definition
of the LINKS to to find what is being violated. This means that you
already have a row with abc.com and trying to create a second one from
an old example.com.
Questions is which one to keep, or where/why is there already a abc.com row.

I have done I think exactly the same update and didn't have any problems
BUT I didn't move from MySQL to Oracle.  I'm going to have a wild guess:
did you check the Oracle sequences after rt-importer? They should all be
@max(id)+1 before inserting new tickets/links etc.

Joop



Re: [rt-users] RT local override directory

2015-11-17 Thread Joop
On 17-11-2015 18:28, Adam Vande More wrote:
> I am trying to customize my RT installation on FreeBSD using the
> following link:
>
> http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir
>
> However the local dir doesn't seem to used.  It works if I edit the
> base elements and delete the mason data.
>
> root@rt:~ # locate QuickCreate
> /usr/local/share/rt42/html/Elements/QuickCreate
> /usr/local/share/rt42/local/html/Elements/QuickCreate
>
>
> Is there some setting via RT_SiteConfig.pm or something which can
> define where local actually is? Or someway to find out where it thinks
> it should be?
RT_SiteConfig doesn't play a role in it. Have a look at (this is
rt-4.0.X) System-Configuration (Under Tools/Configuration/Tools/System
Configuration). It will show you quite a bit of RT internals including
what it thinks are its various paths to extensions/localdir
If you don't have that menu then you might not have enough rights.

Joop



Re: [rt-users] Issue with rt-serializer and rt-importer

2015-09-04 Thread Joop
On 4-9-2015 0:15, Simone Morandini wrote:
> Hello list,
>
> I'm an RT newbie, and I'm having a problem trying to export/import my
> RT database content.
> I have a machine running RT 4.2.9 and I need to move the content onto
> another machine, where I prepared a clean install of the latest RT
> 4.2.12.
> On the old box I ran "rt-validator --check" and then "rt-serializer".
> I moved the content of the output directory onto the new box, where I
> ran "rt-importer /path/to/dir", but I'm having problems.
Why don't you use the export/import tools of the database of you choice?
Or are you switching from ABC to mysql/mariadb?

Regards,

Joop



Re: [rt-users] System switched to Install screen

2015-08-25 Thread Joop van de Wege
Felix Bachmann fe...@earthshadow.org schreef op 25 augustus 2015 01:04:29 
CEST:
Hi all,
I am hoping to get some hints for you. I was running version 4.2.4 for
a long time. Today I had some issues with the mysql database server and
after restart RT is always switching to the install screen as if it
doesn’t find the database.
It looks like apache can't access rt_siteconfig.pm.

Joop



Re: [rt-users] Creating Tickets in RT with a redirected email

2015-07-30 Thread Joop
On 30-7-2015 15:47, Jeff Smith wrote:

 I did grep that config setting in RT_Config.pm and changed it to
 unprivileged with no result.  It did not appear in RT_SiteConfig.pm at
 all.

  

 Headers captured at the RT level are below.  Unfortunately it doesn’t
 appear that Exchange writes a sent item on redirected messages and I
 haven’t yet been able to find it in the Office365 Exchange management
 portal either.

  

 20:/ZQKp9vLHlpf4+nUkEMJZeD6P08tNtvF2Rq3hIqj0iQAlPuWZEny0c844Z+5USTm0SATus6YPyxkyKGw3mCsFg==

 *Auto-Submitted: auto-generated*

 Content-Language: en-US

 X-MS-Exchange-Transport-Crosstenantheadersstamped:   
 BLUPR11MB0082

 RT-Squelch-Replies-To: *jsm...@hoosiercancer.org*

 *RT-DetectedAutoGenerated: true*


How about the 'autogenerated' headers?
It seems logical to me that RT shouldn't react to such emails because
that will cause a loop.

Joop



Re: [rt-users] Creating Tickets in RT with a redirected email

2015-07-29 Thread Joop
On 29-7-2015 1:12, Jeff Smith wrote:

 Thanks for your insight.

  

 I’ve looked at the headers from one of the messages and I cannot find
 anything related to bulk preference (literally, a string search cannot
 find “bulk” anywhere in the headers), but I do have a line
 “RT-Squelch-Replies-To” which is populated with the sender’s address.

  

 I’ve so far been unable to find anywhere I can disable this.

  

 Further suggestions?

  


Searching through the source of rt-4.2.5 I had lying around I came
across RedistributeAutoGeneratedMessages. What is this config parameter
set to in RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn't redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and
again at the RT level. Maybe somebody will spot the problem.

Joop




Re: [rt-users] Tree queue

2015-07-28 Thread Joop
On 28-7-2015 17:39, Emmanuel Manganneau wrote:
 Hi,

 I've wrote a bit of code in order to have inheritance in queues;
 this could help you having hundreds of queues and manage them by using
 a tree.

 Tell me if you're interested.
 Things inherited :
 - CF,
 - group rights,
 - templates.

 Not inherited (but could be, actually it's a choice) : scrips
I'm not the OP but I'm interested in it. Have trying to fit some
processes of ours into RT but having inheritance would probably make it
practical.

TIA,

Joop



Re: [rt-users] Creating Tickets in RT with a redirected email

2015-07-28 Thread Joop
On 28-7-2015 15:34, Jeff Smith wrote:

 Greetings,

  

 I have installed RT and have successfully created the users and queues
 I need to begin managing requests.  Emails addressed to
 queuen...@myrt.blah mailto:queuen...@myrt.blah create a ticket and
 the autoreply generates exactly as expected.

  

 For consistency on the user side (and a management edict), I’ve been
 told that I have to maintain my existing support email addresses.  So,
 I must redirect messages send to myoldhelpdeskem...@mymailserver.net
 mailto:myoldhelpdeskem...@mymailserver.net to queuen...@myrt.blah
 mailto:queuen...@myrt.blah .   I will have to do this for at least
 three queues. I have done this with an Exchange inbox redirect rule.

  

 When I do this, tickets create, but the autoresponse doesn’t fire. 

  

Look at the headers of the redirected email. I suspect that bulk
preference is set and RT doesn't autoreply to such emails.

Joop



Re: [rt-users] Email Tag

2015-06-30 Thread Joop
On 30-6-2015 15:43, Bryon Baker wrote:

 Hello all

 I am working with an automated email process between two systems.  The
 system sending the email requires that the subject line not be change
 in the response.  So I need to remove the [rtname #12234] from the
 subject line.

  

 What is the best way to accomplish this?  I have tried both scripts
 and a template.

Others might chime in with better solutions but RT tries very hard to
keep ticket replies/comments together. One is using the tag in the
subject line, another is using X-Headers. If you add the right header in
your template you should be able to remove the tag in the subject line.

Regards,

Joop



Re: [rt-users] RT 4.2.10: Renumber imported tickets -- solved

2015-06-30 Thread Joop
On 30-6-2015 17:06, Jeffrey Pilant wrote:
 Joop wrote:
 On 29-6-2015 2:26, Jeffrey Pilant wrote:
 Joop wrote:
 On 26-6-2015 19:52, Jeffrey Pilant wrote:
 I am trying to import data from RT 3.8.4 into RT 4.2.10.
 I first tried to update in place, but that failed.  [Ancient version
 of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.]
 I next did a clean install on SUSE (12.2, 64bit), which worked.
 Now I need to add the old data.
 I updated the old database by the following steps:
 make upgrade-database
 /opt/rt4/etc/upgrade/upgrade-articles
 /opt/rt4/sbin/rt-validator --check
 /opt/rt4/sbin/rt-serializer
 /opt/rt4/sbin/rt-importer ExportedDataDirectory

 You can import a mysql export from the old version into the new database
 and then follow the upgrade instruction.
 So:
 - install new system, install RT according to the installation manual if
 you want to check if all is functional also run make initdb. If that
 works, make dropdb, import the old data and following the upgrade
 instructions paying attention to the fact that you're using mysql. My
 memory says that you need some additional steps besides make
 upgrade-database.
 The upgrade-articles is the succeeding step I think you are thinking of.

 While I did not do make dropdb, I did drop database rt4 in mysql,
 followed by create database rt4, use rt4, and source 
 old-db-mysqldump.
 This let the RT4 tools access the old data, allowing the upgrade-database
 and upgrade-articles.  
 Sofar its OK. Your RT instance is usable from here.

 The serializer exported the data to a neutral xml format.  I then reset
 the database back to the clean-install's version I had previously saved.

 This loaded the old data into the new database, but changed the ticket 
 numbers.
 Why the export, reset, import?
 There is, sofar as I know, nothing in the upgrade instructions that
 tells you to do this.
 When the initial upgrade-in-place failed, I did not trust the database
 was properly updated.  So I used the export/import to make sure I had
 good data.

 Following your suggestion of not doing that, the data seems OK, although
 I still have lingering doubts.  Especially as I get these messages in the
 Update from /opt/rt4/etc/upgrade/upgrade-articles:
 * [critical]: Can't locate object method new via package RT::FM::Article
 * (perhaps you forgot to load RT::FM::Article?) at
 * lib/RT/Transaction.pm line 1352. (lib/RT.pm:388)
 * Can't locate object method new via package RT::FM::Article (perhaps you
 * forgot to load RT::FM::Article?) at lib/RT/Transaction.pm line 1352.

 I went into mysql to change the existing RT::FM::Article entries into
 RT::Article, as this seems to be what it was doing.  I don't know if
 it needed to make any other changes after this point.


Have a look at the upgrade-articles script and see if other things might
be missing. From the above it looks like the 'update links' step didn't
work out OK.

Joop



Re: [rt-users] Email Tag

2015-06-30 Thread Joop van de Wege
Bryon Baker bba...@copesan.com schreef op 30 juni 2015 17:14:03 CEST:
Is there somewhere I can go to find information about the X-headers?

For example.
serverfault.com/questions/205707/dkim-and-request-tracker-headers
Your mail from RT.

Joop





Re: [rt-users] RT 4.2.10: Renumber imported tickets

2015-06-29 Thread Joop
On 29-6-2015 2:26, Jeffrey Pilant wrote:
 Joop wrote:
 On 26-6-2015 19:52, Jeffrey Pilant wrote:
 I am trying to import data from RT 3.8.4 into RT 4.2.10.
 I first tried to update in place, but that failed.  [Ancient version
 of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.]
 I next did a clean install on SUSE (12.2, 64bit), which worked.
 Now I need to add the old data.
 I updated the old database by the following steps:
 make upgrade-database
 /opt/rt4/etc/upgrade/upgrade-articles
 /opt/rt4/sbin/rt-validator --check
 /opt/rt4/sbin/rt-serializer
 /opt/rt4/sbin/rt-importer ExportedDataDirectory

 You can import a mysql export from the old version into the new database
 and then follow the upgrade instruction.
 So:
 - install new system, install RT according to the installation manual if
 you want to check if all is functional also run make initdb. If that
 works, make dropdb, import the old data and following the upgrade
 instructions paying attention to the fact that you're using mysql. My
 memory says that you need some additional steps besides make
 upgrade-database.
 The upgrade-articles is the succeeding step I think you are thinking of.

 While I did not do make dropdb, I did drop database rt4 in mysql, 
 followed by create database rt4, use rt4, and source 
 old-db-mysqldump.  This let the RT4 tools access the old data, allowing 
 the upgrade-database and upgrade-articles.  
Sofar its OK. Your RT instance is usable from here.

 The serializer exported the data to a neutral xml format.  I then reset the 
 database back to the clean-install's version I had previously saved.

 This loaded the old data into the new database, but changed the ticket 
 numbers.

Why the export, reset, import?
There is, sofar as I know, nothing in the upgrade instructions that
tells you to do this.


Joop




Re: [rt-users] RT 4.2.10: Renumber imported tickets

2015-06-26 Thread Joop
On 26-6-2015 19:52, Jeffrey Pilant wrote:

 I am trying to import data from RT 3.8.4 into RT 4.2.10.

 I first tried to update in place, but that failed.  [Ancient version
 of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.]

 I next did a clean install on SUSE (12.2, 64bit), which worked.

 Now I need to add the old data.

 I updated the old database by the following steps:

 make upgrade-database

 /opt/rt4/etc/upgrade/upgrade-articles

 /opt/rt4/sbin/rt-validator –check

 /opt/rt4/sbin/rt-serializer

 /opt/rt4/sbin/rt-importer ExportedDataDirectory

You can import a mysql export from the old version into the new database
and then follow the upgrade instruction.
So:
- install new system, install RT according to the installation manual if
you want to check if all is functional also run make initdb. If that
works, make dropdb, import the old data and following the upgrade
instructions paying attention to the fact that you're using mysql. My
memory says that you need some additional steps besides make
upgrade-database.

Joop



Re: [rt-users] rt-mailgate: Permission denied

2015-06-16 Thread Joop
On 16-6-2015 17:33, Jeff Melton wrote:
 I'm setting up a new RT server, and I'm having some trouble getting
 rt-mailgate to accept email piped from postfix.
 `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate:
 Permission denied`

You don't state which OS you're using but if you're using CentOS/Rhel
base/derived you could be facing a SELinux problem. Check
/var/log/messages /var/log/audit or see what happens if you run
setenforce 0.

Regards,

Joop



Re: [rt-users] Projects grouping

2015-05-23 Thread Joop
On 23-5-2015 14:10, Darin Perusich wrote:
 Hello All,

 I'd like to be able to classify a group a tickets, mark them as a
 project, and have that project be accessible under a Projects menu
 available along the top of the RT interface which I can then select
 and display only those tickets. For those that have used Jira I'm
 basically looking to mimic, to an extent, how Projects are
 treated/displayed in their ServiceDesk offering. I realize I could
 create additional queues to facilitate this behaviour, however I do
 not want the overhead associated with creating new queues, and want
 these tickets to live under an existing queue.

 I didn't see any existing extensions which provide this functionality
 and am curious to know if anyone has wanted this behaviour and how
 they've addressed it. Also, if this is something Best Practical has
 implemented or has thoughts on I'd be interested in engaging them for
 some custom development.


Maybe the bookmark functionality can be used for this? It allows for any
ticket to be marked and displayed by the bookmark portlet.
Let us know if you manage to come up with something usable, its a nice idea.

Regards,

Joop



Re: [rt-users] 64 bit

2015-05-12 Thread Joop
On 12-5-2015 0:50, Nick price wrote:

 Fedora 22 is due to be released this month .

  

 Are there any special considerations that I need to get rt 4.2.11 to
 work on a 64 bit version of fedora 22 server

  

 Up till now I have only been using it on 32 bit systems, but plan to
 change to 64bit from 22 onwards

  

 Nick

I have been running RT on 64bit CentOS since 3.0.x times. Just run make
fixdeps until everything needed by RT is installed. This will use CPAN
for all the packages but some, probably not all, are also available as
yum/dnf packages.

Let us know if you run into trouble.

Joop



Re: [rt-users] Issue Upgrading from 3.8.8

2015-05-02 Thread Joop
On 1-5-2015 21:02, Todd Wade wrote:
 On 5/1/15 7:15 AM, II GG wrote:
 After importing the MySQL database data from the old server I used the
 rt-setup-database script. This errors:
You probably want a 'make upgrade-database'. Make sure you read all the
relevant READMEs about upgrading from 3.8 to 4.2.

Joop



Re: [rt-users] Sorting of QuickSearch widget

2015-05-02 Thread Joop
On 28-4-2015 10:22, Joop wrote:
 Hi All,

 I'm trying to change the sorting of QueueSummaryByLifecycle. Its
 currently sorted by Queue name (to me implicit) but I would like to
 change that to Description but I'm not having much success. I have
 changed other components and there it was a simple add of:

 $Queues-OrderBy( FIELD = 'Description',
   ORDER = 'ASC'); 

 But that doesn't seem to work in this component.

 Anybody who can help me with this?

 Thanks in advance,

 Joop


Found the solution. Adding the above BEFORE the call to UnLimit will do
what I want BUT the call to ItemsArrayRef messes up the @queues because
it uses the implicit ordering available in that function. Adding a sort
fixes that.

Regards,

Joop




[rt-users] Sorting of QuickSearch widget

2015-04-28 Thread Joop
Hi All,

I'm trying to change the sorting of QueueSummaryByLifecycle. Its
currently sorted by Queue name (to me implicit) but I would like to
change that to Description but I'm not having much success. I have
changed other components and there it was a simple add of:

$Queues-OrderBy( FIELD = 'Description',
  ORDER = 'ASC'); 

But that doesn't seem to work in this component.

Anybody who can help me with this?

Thanks in advance,

Joop



Re: [rt-users] Script for AutoResolving after X days?

2015-04-23 Thread Joop van de Wege
Johan Sundström johan.sundst...@vbm.se schreef op 23 april 2015 13:35:12 
CEST:
Hi!

I would like to be able to auto-resolve tickets i have replyied to if i
dont get a response from the user in X days. Anyone know of a script to
make this happen?
I looked on the contributions-page but could not find anything
suitable..

Have a look at rt-crontool. There are a couple of nice examples on the 
bestpractical website in the docs section about automating RT.

Joop



Re: [rt-users] RT Installation

2015-01-28 Thread Joop
Didn't make it to the ML due to being posted from a unknown account,
trying again.

Joop

On 28-1-2015 8:56, Marc Chantreux wrote:
 On Tue, Jan 27, 2015 at 09:31:26PM +0100, Rainer Duffner wrote:
 Why RT and RTIR are so hard to install and work properlly? I dont know
 perl  
 Here’s your problem ;-)
 Most people probably stopped reading right there.  
 
I never had heard of perl when I installed my first RT (2.07) but
reading a bit on the topic and being familiar with make/gcc and I
managed to get it up and running.

 seriously? assuming that the sysop is comming with a basic admin skill
 (knowing what make do and how to setup an nginx to communicate with
 fcgi), perl programs are quiet easy to install when someone pointed you
 on the good ressources:  
 
 https://bestpractical.com/docs/rt/4.2/ 
Things are much better then in the 2.x days :-)

 The problem is not to have a running RT but frankly, i have very hard
 time to figure out how to set it up correctly. the missing documentation 
 is something that explain the general philosophy of RT for
 administrators and some step by step tutorials (for example: installing
 a notification or a basic ticket routing).
I think lots of people use it in a one queueu one purpose way. I do for
example. We move tickets manually to other queues when needed and have
little extra custom logic added to our install.

 I guess that's what we learn from the best practical trainings but
 comming from a french university, london wasn't that affordable.  
What I remember of my training way back when 3.0 was out and 3.2 was
coming is that on day one we got a general tour of RT and on day two
there was a deep dive into things like scrips and internal workings of
RT but not so much about how to setup complex routing.

Maybe someone on the list who has complex ticket routing is willing to
explain how to do that, in general terms or with specific code, anyone??

Regards,

Joop



Re: [rt-users] porting over Asset Tracker info to a new instance

2014-10-16 Thread Joop
On 15-10-2014 20:08, William Clarke wrote:
 RT,

 Little more info...

 I have migrated\updated rt3 database to a fresh install of rt4.2.8. So
 I can bounce back and forth between rt3 database and rt4 database with
 $DatabaseName in RT_SiteConfig.pm.

 rt4 database has RT::Extension::Assets plugin working however the
 tables (rtxassets, rtxassets_id_seq, rtxcatalogs, rtxcatalogs_id_seq)
 aren't populated due to this being a fresh database.

 old rt3 build\database on the other hand had RTx::AssetTracker
 installed so it has the following tables\sequences that rt4 does not
 (at_assets, at_assets_id_seq, at_ips, at_ips_id_seq, at_ports,
 at_ports_id_seq, at_types, at_types_id_seq)

My plan of attack:
- generate for all assettypes a seperate rt_config.pm which maps the
CustomFields to the right Catalogs
- generate a search to export each assettype to a csv file
- import using the RT::Assets import tool to import them maintaining the ids
- write a small perl script to walk all tickets,articles,old_assets
looking for links to old_assets and relink them to the new_assets.
- drop the old tables.

In concept this should work I think but I'm open to better ways todo
this since its error prone and a lot of work.
 Installing AT3.0 has given me some issues with both rt3 and rt4
 database. It appears it's no longer supportd after rt4.0.0. We were
 hoping you guys could shed some light on this for us. How can we
 migrate our old Asset Tracker data into rt4 database or maybe get rt3
 database fully functional on 4.2.8.

Had the same problem and 'fixed' that in testing by looking at the error
and where it was generated. From memory it was about a CustomField type
of thing.

Joop

-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training


Re: [rt-users] GPG Encryption on Queues

2014-10-02 Thread Joop
On 2-10-2014 15:24, Ricky Burgin wrote:
 Has anybody gotten this to work? Any more documentation anywhere,
 official or unofficial? The stuff I've read does not seem to cover
 deployment very comprehensively. Got as far as adding a key to the RT
 keychain, but mails with PGP content don't seem to get processed, even
 when you add the appropriate config for mail as displayed in the
 documentation.

I got it to work. It involved some work but most because I'm not
familiar with pgp. Can't get at the server at the moment but will dig it
up if I can. If you don't hear from me then yell at me :-)


-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training


Re: [rt-users] DBD::Pg::st execute failed: ERROR: duplicate key value violates unique constraint articles_pkey at [...]/DBIx/SearchBuilder/Handle.pm

2014-09-30 Thread Joop
On 29-9-2014 22:41, Lee Damon wrote:
 Greetings,

 TL;DR:
 I am in the process of trying to migrate an ancient RT 3.6.4 version
 to 4.2.7. Most of the migration works -- old tickets and articles can
 be read, new tickets can be created via the web interface -- but
 creation of new articles fails with [warning]: DBD::Pg::st execute
 failed: ERROR:  duplicate key value violates unique constraint
 articles_pkey at
 /usr/nikola/pkgs/perl/.5.20.0/lib/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm
 line 589.
 (/usr/nikola/pkgs/perl/.5.20.0/lib/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:589)
 [799] [Mon Sep 22 19:44:42 2014] [warning]: RT::Handle=HASH(0x8980380)
 couldn't execute the query 'INSERT INTO Articles (Class, Name,
 Creator, LastUpdatedBy, Summary, LastUpdated, Created) VALUES (?, ?,
 ?, ?, ?, ?, ?)' at
 /usr/nikola/pkgs/perl/.5.20.0/lib/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm
 line 602.
 (Full text of the logged error is at the end of this email)

I wonder if you create a new article in the old instance if you then get
the same error.
I suspect that the sequence that populates the primary key of the
articles tables is lower than the latest article. One work around is to
set the sequence to the highest id+1 of the article table
Fire up your favourite postgres client and connect with your rt_admin to
your rt instance, do 'select max(id) from articles;' this should give a
number and then do 'select last_value from articles_id_seq;' this number
should equal the previous one but I suspect that the last one will be
lower than the first.

Regards,

Joop

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Re: [rt-users] Bug in rt-dump-metadata

2014-09-26 Thread Joop
 On Mon, Sep 22, 2014 at 01:46:22PM +0200, Joop wrote:
 I'm looking at migrating some data from one instance of RT to another
 and I'm using rt-dump-metadata (4.2.7) to see what I can use.

 You may actually want to be using the migration tools built into 4.2

 Invoking it with the '-a' option leads to an error and no output:
 /opt/rt4/sbin/rt-dump-metadata metadata.dump
 [6238] [Mon Sep 22 11:25:32 2014] [warning]: DBD::Pg::st execute failed:
 ERROR:  function lower(integer) does not exist
 LINE 1: SELECT  * FROM Templates WHERE LOWER(Id) = LOWER($1)

 Doing a lower on a integer isn't allowed, thats the problem.

 Please send this to the bug tracker with
 Set($LogStackTraces, error);
 enabled.

 You should also confirm that this is oracle or Pg in that bug report.
Ticket #30415 as per request.

Joop


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[rt-users] Bug in rt-dump-metadata

2014-09-22 Thread Joop
I'm looking at migrating some data from one instance of RT to another
and I'm using rt-dump-metadata (4.2.7) to see what I can use.
Invoking it with the '-a' option leads to an error and no output:
/opt/rt4/sbin/rt-dump-metadata metadata.dump
[6238] [Mon Sep 22 11:25:31 2014] [info]: RT's SMIME libraries couldn't
successfully read your configured SMIME keyring directory
(/opt/rt4/var/data/smime). (/opt/rt4/sbin/../lib/RT/Config.pm:722)
[6238] [Mon Sep 22 11:25:31 2014] [warning]: Auth::GnuPG and Auth::SMIME
(from an extension) have been replaced with Auth::Crypt.  @MailPlugins
has been adjusted, but should be updated to replace both with
Auth::Crypt to silence this warning. (/opt/rt4/sbin/../lib/RT/Config.pm:644)
[6238] [Mon Sep 22 11:25:32 2014] [warning]: DBD::Pg::st execute failed:
ERROR:  function lower(integer) does not exist
LINE 1: SELECT  * FROM Templates WHERE LOWER(Id) = LOWER($1)

Doing a lower on a integer isn't allowed, thats the problem.

Joop

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Re: [rt-users] 'content matches' and 'content doesn't match' give same results

2014-08-11 Thread Joop
On 11-8-2014 19:45, Alex Vandiver wrote:
 On 08/10/2014 07:53 PM, Jeff Blaine wrote:
 [ I ran  a search with StatementLogging enabled and this ]
 [ is the sql statement with content not like 'foo.com'  ]
 [ and content like 'foo.com', they are the same.   ]
 [ --Thanks for that, Joop! ]

 Alex, to be clear, these queries below were done via the search
 form. I am only quoting the SearchBuilder terms for simplicity.

 The form stated:

 [ Content ] [ matches ] __foo.com___

 And

 [ Content ] [ doesn't match ] __foo.com___

 and I clicked search to get the same 3 tickets as results for both.

 I can't see how, in some way or another, this is not a bug.
 Content doesn't match indeed uses the same codepath as content does
 match.  The problem is that not all of the FTS backends support NOT
 MATCH -- and for those that do, it likely doesn't do what you expect.
 I can guarantee that for any particular phrase, there exists one
 transaction on the ticket which does not contain that phrase -- thus
 always matching all tickets.


Running the query from the statementlog and modifying as described
(adding a not) does what it needs todo, exclude all tickets that have
that phrase in it. This is using Pg as a backend. Oracle works too.
Mysql I don't know because I don't use it for RT.

Joop

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Re: [rt-users] 'content matches' and 'content doesn't match' give same results

2014-08-09 Thread Joop
On 9-8-2014 2:38, Alex Peters wrote:

 Values need to be quoted, I believe.  Compare these two queries:

 Content LIKE foo.com http://foo.com
 Content LIKE 'foo.com http://foo.com'

 I wonder whether wildcards might be necessary, like they seem to be in
 regular SQL:

 Content LIKE '%foo.com http://foo.com%'

 On 09/08/2014 12:36 am, Jeff Blaine jbla...@kickflop.net
 mailto:jbla...@kickflop.net wrote:

 Setup: RT 4.2.5 with PostgreSQL and full-text indexing enabled
 and completed for all tickets. Tickets 1, 2, and 3 all have
 contents with the string foo.com http://foo.com

 Searching for 'content LIKE foo.com http://foo.com' returns
 tickets 1, 2, 3

 Searching for 'content NOT LIKE foo.com http://foo.com' returns
 tickets 1, 2, 3

 Has anyone seen this? Any ideas what might be going wrong or how
 do start debugging this?


I ran  a search with StatementLogging enabled and this is the sql
statement with content not like 'foo.com' and content like
'foo.com', they are the same.

SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions
Transactions_1  ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND (
Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2  ON (
Attachments_2.TransactionId = Transactions_1.id )  WHERE (main.IsMerged
IS NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND (
( Attachments_2.ContentIndex @@ plainto_tsquery('foo.com') ) ) ;

Seems the last AND should really be a AND NOT.

In the past SearchBuilder always pre and postpended % around search
terms. Not sure if it still does but I think so.

Joop

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Re: [rt-users] 'content matches' and 'content doesn't match' give same results

2014-08-09 Thread Joop
On 9-8-2014 11:57, Joop wrote:

 I ran  a search with StatementLogging enabled and this is the sql
 statement with content not like 'foo.com' and content like
 'foo.com', they are the same.

 SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions
 Transactions_1  ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND (
 Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2  ON
 ( Attachments_2.TransactionId = Transactions_1.id )  WHERE
 (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type
 = 'ticket') AND ( ( Attachments_2.ContentIndex @@
 plainto_tsquery('foo.com') ) ) ;

 Seems the last AND should really be a AND NOT.

 In the past SearchBuilder always pre and postpended % around search
 terms. Not sure if it still does but I think so.

 Joop
This was on rt-4.0.21 and rt-4.2.26, Searchbuilder-1.59 and 1.65
respectively

Joop

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Re: [rt-users] Problems with Table in mail

2014-08-08 Thread Joop
On 8-8-2014 8:02, Alex Peters wrote:
 RT aggressively sanitises HTML when displaying ticket content to
 prevent some security issues (like a specially crafted HTML attachment
 masquerading as part of the RT interface).

 As of RT v4.2.6 onwards, tables will be shown if the HTML::Gumbo Perl
 module is installed.


 On 8 August 2014 15:56, Eierschmalz, Bernhard
 bernhard.eierschm...@scheppach.com
 mailto:bernhard.eierschm...@scheppach.com wrote:

 Hello,

  

 I'm having problems with tables inside of mails.

  


There is also the extension PermissiveHTMLMail which will also allow
more html to be shown and if that is not enough then you can always
extend RT to allow even more by overriding the methods that scrub the html

Joop

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Re: [rt-users] Hiding non-content transactions with callbacks

2014-08-04 Thread Joop
On 4-8-2014 15:50, sta...@cloned.org wrote:
 Hello,

 I'm on RT 4.2.x and am trying to hide things like Outgoing email
 recorded and simple ticket ownership changes from showing up on the
 Display section of the ticket. I've
 seen http://requesttracker.wikia.com/wiki/HideTransactions but can't
 seem to make it work for me. I've tried making
 $rt/local/html/Callbacks/my_callbacks/Ticket/Display.html/Default
 and
 $rt/local/html/Callbacks/my_callbacks/Ticket/Elements/ShowHistory/Default
 with the code from the aforementioned page and neither work at all.

 I'm sure I've done something boneheaded but I'm not well versed enough
 to realize it yet. Any help would be appreciated.
Some one made a very good filter, search for RT-Extension-HistoryFilter
by cloos.
It will do all you want and more.

Regards,

Joop


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Re: [rt-users] a configuration manager/plugin for RT

2014-07-16 Thread Joop
On 16-7-2014 4:23, Alex Peters wrote:

 Please report these errors and warnings, because anything that ships
 directly with RT 4.2 should definitely be fully supported by RT 4.2.

Don't know if I'm seeing the same errors but here are mine which
suprised me quite a bit when running rt-dump-metadata
[22390] [Wed Jul 16 08:52:21 2014] [warning]: DBD::Pg::st execute
failed: ERROR:  column privatekey does not exist
LINE 1: SELECT privatekey FROM Users WHERE id = $1
   ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line
509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
[22390] [Wed Jul 16 08:52:21 2014] [warning]: RT::Handle=HASH(0x2d51f68)
couldn't execute the query 'SELECT privatekey FROM Users WHERE id = ?'
at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522.
DBIx::SearchBuilder::Handle::SimpleQuery() called at
/usr/share/perl5/DBIx/SearchBuilder/Record.pm line 714
DBIx::SearchBuilder::Record::__Value() called at
/opt/rt4/sbin/../lib/RT/Record.pm line 644
RT::Record::__Value() called at ./sbin/rt-dump-metadata line 174
(/usr/local/share/perl/5.10.1/Carp.pm:103)

I haven't the faintest idea where 'privatekey' is coming from. It
certainly isn't in my users table (pgpkey is). I'm running rt-4.0.20 and
rt-4.2.5 and both have the same problem only when invoked with the '-a'
flag.
Running it without any parameters seems to produce valid output but also
those warnings.

Joop

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Re: [rt-users] newbie RT/AD setup and priv questions

2014-07-08 Thread Joop
On 8-7-2014 20:20, Karres, Dean wrote:

 RT 4.2.3

 RedHat Enterprise Linux 6.5

  

  

 Hi

  

 I have installed RT as a test in hopes of eventually replacing our
 home-built ticketing system soon-ish.  I have RT installed and have a
 basic configuration that allows anyone in our AD to login.  For the
 moment there is an RT root user and my AD account.  I have looked in
 the wiki and the mailing list archive and see a lot about AD issues
 but not his... or I don't know enough to know what I am looking for yet.

  

 If I login as the rt-root user and go to Admin  Users there is a list
 of Privileged users.  This list only shows the rt-root user.  If I
 then search for my AD account I can see my account and that under
 Access control the box for Let this user be granted rights
 (Privileged) is checked.  Shouldn't this/my account show up in the
 Admin  Users: Privileged users list?

Yes I would think so, it does at my site.

  

 I have seen some threads that talk about an auto create config
 option.  Is the situation that plain AD users are not real RT user
 accounts by default? 

Read etc/RT_Config, either on the server you installed RT on or on the
bestpractical.com site

  

 Our situation is that of an IT HelpDesk for a large facility. 
 Hundreds of plain AD users should be able to submit tickets and do
 unprivileged RT actions.  A much smaller group of folks, the HelpDesk
 folks, need to be able to do the real RT work: assign tickets, move
 them into queues, etc.

  

  

 I have another unrelated newbie setup question as well.  I work for a
 large facility and again my main focus is replacing an ancient ticket
 system in my group.  I can easily imagine that over time other
 departments/groups in the facility may want their own RT services. 
 Are there docs that can tell me what to do now to prepare for
 multi-department use?  Should each unit have their own install 
 config?  Can one instance service multiple units with undoubtedly
 unique needs?

  


I think so, create groups and queues and assign the correct rights. Try
to stay away from the global rights because once given can't be revoked
on a group level.

Joop

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Re: [rt-users] Question about Asset extension

2014-06-18 Thread Joop
On 18-6-2014 15:02, Albert Shih wrote:
 Hi all,

 Basic question about Asset extension before I try to installed it. 

 Can I use Asset extension to manage supply ? I mean (for example) I got a
 20 ink cartridges. 

 Can I put this 20 cartridges inside RT Asset, and each time some requestor
 ask through RT I can « add » this asset and I got only 19 cartridges after
 I close this ticket ? 

 So basically can I use Asset inside RT to manage supply.

 Regards.

 JAS
I'm using RTx-AssetTracker but it should work too on the bestpractical
Assets. I use a script which reads the amount of time entered on a
ticket, could be any customfield, and then find the Asset that belongs
to it and subtracts the time from the time the client bought.
So yes with a bit of perl scripting it shouldn't be too hard.

Joop


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Re: [rt-users] GPG related question about RT data in the database

2014-06-17 Thread Joop

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
 
On 17-6-2014 20:55, Kevin Falcone wrote:
 On Sat, Jun 14, 2014 at 05:59:44PM +0200, Joop wrote:
 AllowEncryptDataInDB: allows encrypted data in the database.

 While having this set or unset I don't see any difference in the
 contents of the attachments table contents.

 It shows an Encrypt/Decrypt link on Transactions in a ticket history.
 You can then choose to encrypt/decrypt a given transaction so it's
 encrypted in the DB.
Thanks Kevin for your answer. I didn't link this pref with the
Decrypt/Encrypt links in the transactions.

Follow up question on this is: It is the admins responsibility to use
the correct RT permissions to make sure not everyone can see the content
of all tickets.
My first and colleagues too reaction was that if someone doesn't have a
pgp key that they shouldn't be able to see the ticket but that is not
true. Ticket content is visible because the queue private key is
available isn't it?

So correct workflow would be: Create Queue_with_sensitive_data, setup
pgp on it, create group and assign RT privs to it, put the correct
people in the group.

Joop

-BEGIN PGP SIGNATURE-
Version: GnuPG v2.0.22 (MingW32)
Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/
 
iQEcBAEBAgAGBQJToJ5GAAoJEMzCRpXkwiioGmQIAIUkv33xCXVO9l3lPMS5JEf1
Ua0n9D1NOwhZ9Z18DiMflK9Z+SUnO5oJuJbfTxYF5KnPX7RtsMNoDJxWjM8NobR6
0hLu+C3BE6hhDw5NQSXC6U67Tzb0a5kvUCmNFkbi6Jiu8kKamyPmHNmaL1X3v0Hl
7M95lINeJ29orrZBmatEuRLw54xDG35ae6oj6Ghcgob5wa/auIpGWGUVFdoL+zLu
SWwA+QhVAon/EZ550kiMSjvqMdtUU/dUEG8K9GlEW726n6pHVzDqGOTn6t1ea89f
P60QDwN6gRZd1OqKi5rE3Wcfo8g6LwFsX3dfmpEstx5eE4c9GfkZnE+OmzSoHio=
=uMO7
-END PGP SIGNATURE-

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[rt-users] GPG related question about RT data in the database

2014-06-14 Thread Joop
Hi All,

I'm playing around with GPG integration in RT and once grasped the
concept of keys and configuring server side and client side it seems to
work beautifully. Reading the docs I came across the following and don't
understand what its meaning/use case is.
AllowEncryptDataInDB: allows encrypted data in the database.

While having this set or unset I don't see any difference in the
contents of the attachments table contents.

RT-4.0.13 without any customizations. (upgrade is in the pipeline), user
has more than sufficient privs.

Can someone explain what its use case is and how to use it?

Joop

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Re: [rt-users] Request Tracker fails to search articles

2014-06-09 Thread Joop

IT Guy wrote:

I recently imported around 2500 articles to Request Tracker. I can view any
article individually by clicking its link, but when I try to search through
the articles, I get 500 Internal Server Error. This did not happen when I
had fewer articles, so I assume that it's a probably with the amount of data
I have. Is there a way to fix this?

  
Find out if there are any more specific log entries in either apache 
logs or your database. I had problems a couple of days ago and the log 
showed that I had a faulty database query.


Joop

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Re: [rt-users] Customer Management

2014-04-04 Thread Joop

Richards, Matthew E ERDC-RDE-CERL-IL wrote:


We started using RT and really love it for our local IT support.  We 
would like to extend it to our external users; however one feature we 
can't seem to find is the ability to assign user administration rights 
to specific users (without giving out the root password).  We have RT 
setup to automatically create new users from email, which is nice, but 
all that's in there is the users email address.  When our support 
engineers receive a call or email from a customer, they would like to 
add a customer or update the customer's Name, Organization, Address, 
Phone, etc.  We don't really want them to modify passwords, rights, or 
anything else in the system.  Is there an extension, configuration, or 
user rights assignment to do this?


 

We/I run a setup where we create external groups like App_external and 
place users from other organisations in these groups. Then add rights to 
these groups such that they only can see the queue(s) that they are 
entitled to.  Further we create App_Staff and App_Admin groups which 
have more rights and consists of internal users only.

Always create a group even if it only contains one member (for now).

Regards,

Joop

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Re: [rt-users] RT-4.2.2 and RT-Assets

2014-02-19 Thread Joop

Joop wrote:

Hi All,

Still trying out new things :-)

After importing some assets I see that the behaviour of the asset 
display page is different to the ticket page.


Without touching CustomField Grouping I get an error when I click on 
CustomFields in  the display page, 'No grouping specified'
, while in rt-4.2.2 clicking on CustomFields will take you to the 
Basics page with the customfields ready to edit.


I don't mind making a CF Grouping but it shouldn't be needed in a 
default setting or it should be documented that it is a mandatory 
configuration part.



Anything about this one?

Joop

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[rt-users] RT-Assets-Import-CSV surprises

2014-02-08 Thread Joop

Hi All,

Still trying out new things :-)
Found another thing which I think is a shortcut in the documentation. 
Quoting one of the examples:

Set( $AssetsImportUniqueCF, 'Service Tag' );
Set( %AssetsImportFieldMapping,
# 'RT custom field name' = 'CSV field name'
'Service Tag'= 'serviceTag',
'Location'   = 'building',
'Serial #'   = 'serialNo',
'Catalog'= \'Hardware',
);

As I see it both Location and Serial # are Asset CustomFields and not 
one of the basic fields like id,Name,Description. Using this as an 
example I tried to import our UPS Catalog which looks like the following:
id,Name,Description,Status,Type,UPS Batt replaced,UPS Firmware 
revision,UPS Serial Number
553,wag-ups1,APC SmartUPS 
3000,production,BackupPower,2005-08-17,666.6.l,JS0534006874


With the following config part it will import the assets but not the 
last 3 columns which are the CF's of this type.


Set( $AssetsImportUniqueCF, undef );
Set( %AssetsImportFieldMapping,
# 'RT custom field name' = 'CSV field name'
  'id' = 'id',
  'Name'   = 'Name',
  'Description'   = 'Description',
  'Catalog' =\'BackupPower',
  'UPS Batt replaced'   = 'UPS Batt replaced',
  'UPS Firmware revision'   = 'UPS Firmware revision',
  'UPS Serial Number'   = 'UPS Serial Number',
   );

Looking at the output of debug shows that it sees the last 3 columns but 
it doesn't do anything with it. Putting some prints in CSV.pm and 
looking at the code I found out that the config should read:


Set( $AssetsImportUniqueCF, undef );
Set( %AssetsImportFieldMapping,
# 'RT custom field name' = 'CSV field name'
  'id' = 'id',
  'Name'   = 'Name',
  'Description'   = 'Description',
  'Catalog' =\'BackupPower',
  'CF.UPS Batt replaced'   = 'UPS Batt replaced',
  'CF.UPS Firmware revision'   = 'UPS Firmware revision',
  'CF.UPS Serial Number'   = 'UPS Serial Number',
   );

Running the importer with --update will indeed now update the last 3 
columns.


Nowhere in the docs it is mentioned that you need to put CF. in front of 
CustomFields.


Joop


[rt-users] RT-4.2.2 and RT-Assets

2014-02-08 Thread Joop

Hi All,

Still trying out new things :-)

After importing some assets I see that the behaviour of the asset 
display page is different to the ticket page.


Without touching CustomField Grouping I get an error when I click on 
CustomFields in  the display page, 'No grouping specified'
, while in rt-4.2.2 clicking on CustomFields will take you to the Basics 
page with the customfields ready to edit.


I don't mind making a CF Grouping but it shouldn't be needed in a 
default setting or it should be documented that it is a mandatory 
configuration part.


Regards,

Joop


[rt-users] RT-Assets-Import-CSV

2014-02-08 Thread Joop

Hi All,

One more thing :-)

I need/want to migrate a lot of assets from RT-4.0.x with the Assets 
extension to rt-4.2.2 with the bestpractical Asset extension. First 
tests show that it will be a lot of work but will probably work (still 
has to figure out something for the asset-tickets-rtfm links). Right 
now I think I'll need to make a %AssetsImportFieldMapping for each type 
in the old system and place that in RT_SiteConfig run the import edit 
RT_SiteConfig etc...
What would be nice is if the importer would have a commandline option to 
read a configfile with just the %AssetsImportFieldMapping in it, or am I 
overlooking something (probably my missing perl foo)


Regards,

Joop





[rt-users] Error while trying rt-assets-import-csv

2014-02-07 Thread Joop

Hi All,

I installed a test instance of rt-4.2.2 (from source, on Centos-6.5, 
perl-5.10.1 x64) and installed the shiny new Assets extension and its 
import part but get the following error:
Insecure dependency in require while running with -T switch at 
/usr/share/perl5/Pod/Perldoc.pm line 1548

when I run rt-assets-import-csv.
Pardon my perl ignorance but how to fix this??

Thanks,

Joop



Re: [rt-users] Set custom date field to empty value

2014-01-30 Thread Joop

On 30-1-2014 9:27, Andreas Heinlein wrote:

Hello,

is there a way to un-set a custom date field, i.e. turn it from a 
specific date to no value again?
In my test RT-4.2.2 it is '', two single quotes and the date will revert 
to unset. Disregard the notice at the top of  the page which says the 
date is now 12-31-1969.


Joop



Re: [rt-users] Modifying Update.html?

2014-01-14 Thread Joop

On 14-1-2014 13:13, Patrick G. Stoesser wrote:

Hello there,

I'm stuck trying to customize RT.

Normally, when updating a ticket with a response 
(Update.html?Action=Respond), the test input field is red. This is a 
warning for the user that the response will be sent out to the 
customer (unlike when just commenting).


Now what I want to do is to display an explicit warning like Caution! 
This message will be sent to the customer to be displayed above the 
text input filed. So, I need to modify update.html, using the local 
directory.


Assuming you're using RT-4.0.x, will probably true for 4.2 too, don't 
know for 3.8.
There is a BeforeMessageBox callback that you can use to add your 
warning. Make a 
/opt/rt4/local/html/Callbacks/Yourdir/Tickets/Update.html/BeforeMessageBox 
file and add your code there.
Stop your webserver, clean the mason_cache, start your webserver and 
your text should appear on the update page.


Joop



Re: [rt-users] Installing RT with Oracle 11g: ERROR: as user 'rt': ORA-01017

2013-12-13 Thread Joop

Support wrote:


 


[root@toldav:rt-4.2.1]# make initialize-database

/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib 
sbin/rt-setup-database --action init --prompt-for-dba-password


In order to create or update your RT database, this script needs to 
connect to your  Oracle instance on IP Adddress (port '1530') as rt


Please specify that user's database password below. If the user has no 
database


password, just press return.

 


Password:

Working with:

Type:   Oracle

Host:   IP address ( Also I have try with localhost, fqdn and no host 
and it did not work)


Port:   1530

Name:   rt

User:   rt

DBA:rt

Failed to connect to dbi:Oracle:sid=rt;host=IP Address;port=1530 as 
user 'rt': ORA-01017: invalid username/password; logon denied (DBD 
ERROR: OCISessionBeg




From this I suspect that RT wants the system account and pw to create 
the rt user.

Could you try and see if that works?

Joop



Re: [rt-users] pbcat.something tables

2013-09-10 Thread Joop

Alex Decalli wrote:

Ok, found this:

https://kb.asconline.com/powerseller/index.php?article=379

and this:

http://www.sybase.com/detail?id=42412

BUT does anybody else have such these tables? Or it's just us? can you 
look into your databases and help me? I'd be thankful. :)




If you don't use that system then no. I don't have it.

Joop



Re: [rt-users] Need information about RT tables..

2013-08-28 Thread Joop

Alex Decalli wrote:

Hi everybody!

I DO need description and information about tables in RT. For example, 
what does pbcattbl table do, for what the field pbt_owner in that 
is used, which modules are using which tables, what is connected to 
what and...


That doesn't look like that is an RT table. Have a look at the source of 
RT, in the etc folder you'll find the create table statements for the 
different databases supported and their table names.



Joop



Re: [rt-users] Searching and comparing two date field values instead of value with supplied valid

2013-08-11 Thread Joop

Landon wrote:

Sorry for hijacking your question/thread.


Is there any way to search for tickets while comparing two field values?  

This doesn't work:  
Queue = 'Incident Reports' AND Created  CF.{SpecialDate} AND Status = 
'new'


It doesn't like the string CF.{SpecialDate} because it's not 
enclosed in quotations and therefor not a string.  Which is what I 
want to do but cannot I guess.  The error displayed on the RT UI is:


Wrong query, expecting a VALUE in 'Queue = 'Incident Reports' AND
Created  CF.{SpecialDate}--here AND Status = 'new''


I'm looking at something similar. I would like to check whether the 
ResolvedDate is past the DueDate but that is also not possible. I seem 
to remember that this has been asked before but can't seem to find that 
thread anymore. Probably searching with the wrong keywords so if someone 
can point me in the right direction, please?


Regards,

Joop



Re: [rt-users] Comment notification e-mails dropping characters

2013-07-05 Thread Joop

Samuel Jones wrote:
The fresh installation of 4.0.12 was to move away from system packages to 
source  

I'm all ready to upgrade to 4.0.13, but on make upgrade-database, is it best 
to run it as upgrade from 4.0.12 or from 4.0.4 which was the previous system 
package?


I reckon from 4.0.4 but I don't want to cause any other damage along the way.

  

From 4.0.4 to 4.0.13, backup and/or test instance is your friend :-)

Regards,

Joop



Re: [rt-users] Comment notification e-mails dropping characters

2013-07-04 Thread Joop

Samuel Jones wrote:
Would the regular upgrade path from 4.0.12 -- 4.0.13 resolve the issues, 
leave the data where it is and update RT around it?


4.0.12 was a fresh empty install and then the data imported as the documents 
say to do. (just importing the mysql essentially, with some scripting to 
adjust it from SQLite to MySQL)


  
No, that won't probably not work. If the imported data is from 4.0.3 
then you'll need to run 'make upgrade-database' and fill in the 
requested pieces of information. In short, you'll need the source 
package and it will apply the updates that are in ./etc/upgrade/.. from 
the version you have to the version you specify or till the last that is 
available, thats is if you have 4.0.13 source it will stop at 4.0.13
Without reading back I'm suspecting that you're using a rt package 
(debian?) and then I don't know if you can run 'make upgrade-database'. 
Someone on the list will probably know what todo then (got some ideas 
but they are rather hackish, I use RT from source, then no such problems)


Regards,

Joop



Re: [rt-users] Unable to configure open queue

2013-06-20 Thread Joop

Christian B. Wiik wrote:

Hi.

We are a small company that got recommended this nice piece of 
software, but have stranded on a small issue: We are unable to 
configure a open queue, that allows everyone to create a ticket 
through incoming email.


Whatever we try we get the following two lines in syslog:
Ticket creation failed: Test 20: No permission to create tickets in 
the queue 'Testing' (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248)
Could not record email: Ticket creation failed: No permission to 
create tickets in the queue 'Testing' 
(/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway

:75)

Tried this on both the stock Support queue, and now with a brand new 
Testing queue.


The setting I would suspect should change this, is queues-group 
rights-All, and then allowing Create tickets under General 
rights, but I have also tried allowing this a dozen other places 
without luck :-(


As a test could you add Create Tickets to the global Everyone group and 
then try. RT Essentials (the book) has an example of that and for me it 
has worked several times in the past. Restricting Create Ticket to only 
certain queues will work but try to get the general one working first.
Thinking about general, what does your /etc/aliases look like, or 
how/where does you mail end up in RT?
My setup is that mail send to supp...@domain.nl will go to the General 
queue which is created as part of initdb and things like 
support-a...@domain.nl will go directly to the app1 queue. I'm 
suspecting that you have added Create Ticket to your Testing queue but 
that by default your mta is trying to use the General queue to create 
tickets which doesn't have Create Ticket.


Regards,

Joop



Re: [rt-users] Unable to configure open queue

2013-06-20 Thread Joop

Christian B. Wiik wrote:
On Thu, Jun 20, 2013 at 9:45 AM, Joop jvdw...@xs4all.nl 
mailto:jvdw...@xs4all.nl wrote:


As a test could you add Create Tickets to the global Everyone
group and then try. RT Essentials (the book) has an example of
that and for me it has worked several times in the past.
Restricting Create Ticket to only certain queues will work but try
to get the general one working first.
Thinking about general, what does your /etc/aliases look like, or
how/where does you mail end up in RT?
My setup is that mail send to supp...@domain.nl
mailto:supp...@domain.nl will go to the General queue which is
created as part of initdb and things like support-a...@domain.nl
mailto:support-a...@domain.nl will go directly to the app1
queue. I'm suspecting that you have added Create Ticket to your
Testing queue but that by default your mta is trying to use the
General queue to create tickets which doesn't have Create Ticket.


Hi and thanks for reply Joop.

I already have Create tickets enabled under global group rights - 
Everyone - General rights.


My /etc/aliases is currently set to:
support: |/opt/rt4/bin/rt-mailgate --queue Testing 
--action correspond --url http://localhost/rt/;


My RT was set up running 4.0.10, but I have now upgraded to 4.0.13 and 
get the same results.


Those settings should work. There are no other errors/info in the rt.log 
or apache error.log just above the permission denied?
You could feed rt-mailgate a mail message from the commandline and see 
what error it spits out. Wild guess, why use localhost/rt instead of 
fqdn/rt ?


Joop



Re: [rt-users] Message autosave

2013-05-29 Thread Joop

Maciej Dobrzanski wrote:

Hey,

On several occasions I lost lengthy drafts because my browser crashed or I
simply accidentally navigated away from RT and the text didn't survive
'Back' button. Since I have not found any existing solution to this problem,
yesterday I wrote a simple extension for RT4. Since this something that
could be useful to many people, I decided to share. If you want to give it a
try, you may grab the extension from
https://github.com/mushak/RT-Extension-AutoSave. Notes: At this point
auto-save is only available to privileged users and I haven't tried it at
all with rich text editor.

  

http://search.cpan.org/~elacour/RT-Extension-Drafts-0.01/lib/RT/Extension/Drafts.pm

Have look and maybe both can be merged to one?

Joop



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Re: [rt-users] Login 404 after upgrade

2013-03-07 Thread Joop

Kevin Falcone wrote:

On Thu, Mar 07, 2013 at 05:28:51PM +, Rory wrote:
  

   I've updated to version 0.13 from CPAN but when I restarted apache I got the 
same error. Am I
   missing something?



Have you cleared your mason cache?

You should be clearing that any time you upgrade RT or an extension.
  
I had the same problem and it went away after cleaning out all sessions 
(and ofcourse clearing mason cache).


Regards,

Joop



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Re: [rt-users] Dashboards for unprivileged users

2013-02-28 Thread Joop
Edsall, William (WJ) wjeds...@dow.com wrote:

The dashboards show a summary of unresolved and resolved tickets for a
particular queue. We have separate dashboards for separate queues. 

There is nothing in particular that we wish to hide - I think allowing
everyone to be privileged by default would be OK for us unless someone
convinces me otherwise.
Privileged only means another interface. With groups you can restrict them so 
that they can only do and see what you want.

Joop

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Re: [rt-users] Suppressing RT System itself entries in Ticket History

2013-02-23 Thread Joop

Raymond Corbett wrote:


Is there a way to suppress the display of the RT System itself 
entries in Ticket Display?


 


The ones such asThe RT System itself -- Outgoing email recorded

 

Have a look at RT::Extension::HistoryFilter, I think it will do exactly 
what you want.


Joop



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[rt-users] Date customfields and searching

2013-02-11 Thread Joop
Hi All,

As per the subject I'm a bit stupified because I really thought that I
could add a (global ticket) date customfield and search on it using
relative terms like 'today' but it doesn't work. If I use relative terms
with things like 'Created' then I get the expected results. I turned on
StatementLog and looked at the queries and see that for de latter one it
constructs a  and  but for the former one it just searches LargeContent
for 'today'

I'm using RT-4.0.9

Thanks in advance,

Joop




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Re: [rt-users] Adding rights to default lifecycle

2013-02-10 Thread Joop

Martin Wheldon wrote:

Hi,

To answer part of my own question I see the default life cycle can be 
found in RT_Config.pm.
Looks like my best option may be to copy the default over to 
RT_SiteConfig.pm and modify it there?


Don't modifiy it but make a complete copy and use that as a template for 
you new lifecyle. After finishing it, restart your webserver/RT and use 
the new lifecycle on the queue(s) where needed.


WARNING: if you have tickets in the queue where you're changing 
lifecycles beware that if you don't have a superset of the original that 
there are currently problems with reassigning statussen(?).

This has come up on the list this week so look at the archives to find it.

Regards,

Joop



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Re: [rt-users] Update RT 3.6.7 and MW 1.6.10 on Red Hat 4 ES - QUESTION

2013-02-07 Thread Joop

Jan Niezbędny wrote:

I got a task to update RT and MediaWiki to possible newest version.
It’s a little old release: RT 3.6.7 and MW 1.6.10  stands on Red Hat 4
ES.

I read UPGRADING-3.6 /3.8/4.0, UPGRADING.mysql, README and a few posts
about it. But I don’t have experience in doing backups, so I wanna ask
more experienced user, what solution you advise?
-   Install all on new system for example Red Hat 6.3 x86_64
  
I would install on an all new system and import the old database and 
then migrate according the docs.

If anything goes wrong: make dropdb and restart from step 1
This way you can test and test until you're confident that you can do it 
in x hours and bring down the old instance after taking a last backup, 
restore that on you new one and upgrade it and test it and go to 
production. This way you can even keep the old one as a reference copy, 
won't know why but its still there.


Good luck,

Joop



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Re: [rt-users] Subject tab and change queue

2012-12-24 Thread Joop
Albert Shih albert.s...@obspm.fr wrote:

Hi all, 

I've many queue but only one for the customers, lets say (helpdesk) so
every ticket is create with something like t

   [Helpdesk #Ticket_ID] subject-use-by-customer

after the ticket is create we change the ticket to other queue, lets
say
(network problem) so the subjet become

   [Network Problem #Ticket_ID] [Helpdesk #Ticket_ID]
subject-use-by-customer

Any method to have only 

   [Network Problem #Ticket_ID] subject-use-by-customer

Not knowing your version of RT mine does it correcly. I'm using 4.0.5 and use 
the subject tag available at the queue level.
Tag of general is Helpdesk and the tag for network operations is NOC when a 
ticket is moved from general its subject tag changes to NOC #xyz

Joop


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Re: [rt-users] Error during make upgrade-database -- RTx::AssetTracker::Type

2012-12-24 Thread Joop
chirag.par...@thomsonreuters.com wrote:

Hi,
I was just wondering if anyone has any suggestions for my below issue.
Anyone on database upgrade expert? I'm stuck on below mentioned step.
Please help!
Remove AT temporarily from RT_Siteconfig.pm and retry the upgrade. Find AT on 
github for the latest version which does work with 4.0.x

Joop
 

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[rt-users] ServiceBusinessHours issue with more then one definition.

2012-10-17 Thread Joop Boonen

Hi all,

I'm trying to set up ServiceBusinessHours.
For some reason it doesn't seem to work, when I have more definitions. 
Is seems to only use the Default.


Set( %ServiceBusinessHours,
'Default' = {
1 = { Name = 'Monday', Start = '9:00', End = 
'18:00' },
2 = { Name = 'Tuesday', Start = '9:00', End = 
'18:00' },

holidays = [qw(2012-10-22 2012-10-23 2012-10-29)],
},
'DEF1' = {
1 = { Name = 'Monday', Start = '9:00', End = 
'17:30' },
2 = { Name = 'Tuesday', Start = '9:00', End = 
'17:30' },
3 = { Name = 'Wednesday', Start = '9:00', End = 
'17:30' },

holidays = [qw(2012-10-22 2012-10-24 2012-10-29)],
},
'DEF2' = {
1 = { Name = 'Monday', Start = '9:00', End = 
'13:30' },
2 = { Name = 'Tuesday', Start = '9:00', End = 
'13:30' },
3 = { Name = 'Wednesday', Start = '9:00', End = 
'13:30' },

holidays = [qw(2012-10-21 2012-10-24 2012-10-29)],
},
);

In the CPAN file on 
http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#Configuring_business_hours
I cant find where the keywords, in my case DEF1, DEF2, etc reference 
to. I assume it's to a group.


I want to accomplish the following.

To have more ServiceBusinessHours settings, for different countries 
with different timezones, holidays and business hours.


I'm using Request Tracker 4.0.6 and RT-Extension-SLA-0.07.

Regards,

Joop.


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