Re: [rt-users] Top menu Aileron theme disappear when using custom theme

[Kristian Davies]

That is indeed the solution.

Cheers!

On Thu, Mar 10, 2016 at 3:08 PM, Jim Brandt <jbra...@bestpractical.com> wrote:
> Hi AL and Kristian,
>
> There are a couple more files you need. Try:
>
> $ mkdir -p local/html/NoAuth/css/localstyle
> $ cp -R share/html/NoAuth/css/rudder/* local/html/NoAuth/css/localstyle/
>
> I'll create a ticket to update the docs.
>
> Jim
>
>
> On 3/9/16 7:09 AM, Kristian Davies wrote:
>>
>> I have this issue as well, doesn't appear to matter which theme i make
>> custom either.
>>
>> Is there additional requirements than what's in the documentation in
>> order to get custom themes to work?
>>
>> -Kristian
>>
>> On Mon, Jun 9, 2014 at 2:46 PM, Aurélien Lafranchise
>> <aurelien.lafranch...@mobiquithings.com> wrote:
>>>
>>> Hello,
>>>
>>> I tried by starting a fresh install and still the same problem.
>>>
>>> I do not understand at all ;-)
>>>
>>> AL
>>> --
>>> RT Training - Boston, September 9-10
>>> http://bestpractical.com/training
>>
>> -
>> RT 4.4 and RTIR Training Sessions
>> (http://bestpractical.com/services/training.html)
>> * Hamburg Germany - March 14 & 15, 2016
>> * Washington DC - May 23 & 24, 2016
>
>
> -
> RT 4.4 and RTIR Training Sessions
> (http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Top menu Aileron theme disappear when using custom theme

[Kristian Davies]

I have this issue as well, doesn't appear to matter which theme i make
custom either.

Is there additional requirements than what's in the documentation in
order to get custom themes to work?

-Kristian

On Mon, Jun 9, 2014 at 2:46 PM, Aurélien Lafranchise
 wrote:
> Hello,
>
> I tried by starting a fresh install and still the same problem.
>
> I do not understand at all ;-)
>
> AL
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

[rt-users] Users timezone

[Kristian Davies]

RT v4.0.6
MySQL 5.1.50

Can a users timezone be set via REST/rt script or is it safe just to set it
manually via Users table in the database?

Cheers,
Kristian

Re: [rt-users] RT session cleanup - session table size

[Kristian Davies]

On Mon, Jul 15, 2013 at 12:37 PM, Alex Decalli alexdecall...@gmail.comwrote:

 BIG NEWS:: solution discovered:

 I first hit this:


 sudo rt-clean-sessions --debug --older 1M

 and then:

 Mysql OPTIMIZE TABLE sessions;

 Now my session table is 1K :]


That's what I did too but I had to re-run the rt-clean-sessions script
multiple times as it kept crashing due to running out of memory multiple
times.

-Kristian

Re: [rt-users] RT session cleanup - session table size

[Kristian Davies]

On Sun, Jul 7, 2013 at 1:21 PM, Alex Decalli alexdecall...@gmail.comwrote:

 Hello everybody
 I want to cleanup my session table, it is already about 1 Gigabyte! I hit:


Hmm amusingly once I saw this post I thought I would check ours... 2.2M
rows = 8GB on disk :-)

-Kristian

Re: [rt-users] Custom Field searching

[Kristian Davies]

 You don't mention your database.

Sorry... MySQL 5.1.50-enterprise-gpl-advanced-log

 Also, please describe doesn't work.

By not work I mean it doesn't 'filter out' without the 'IS  NOT NULL'.
 It does however work with matching on custom fields.

-Kristian

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Re: [rt-users] Scrip problem (status change)

[Kristian Davies]

 You don't check result of SetStatus. Message it returns probably tells
 you that such status change is prohibited by Lifecycles configuration.

my $ticketStatus = $self-TicketObj-Status;

if ( $ticketStatus eq 'testing' )
{
if ($self-TransactionObj-IsInbound())
{
my ($val, $msg) = $self-TicketObj-SetStatus( 'new' );
unless ( $val ) {
$RT::Logger-error( This is an error msg: . $msg );
return 0;
}
return 1;
}
}

return undef;

I've added the above lines (my perl isn't great - i took the code from
AutoOpen.pm) but no mention of it in the logs (and I've also turned
debug on).  I'm a superuser and it doesn't work when I reply... unless
I'm also the requester - in which case it does work.  If it works when
I'm the requester does that not discount it being a LifeCycle issue?

The only mention is:
[Sat Oct  6 07:20:38 2012] [debug]: Committing scrip #129 on txn
#3256980 of ticket #206853
(/disk1/web/vhost/rt-406/html/rt/sbin/../lib/RT/Scrips.pm:192)

-Kristian


Final RT training for 2012 in Atlanta, GA - October 23  24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] Scrip problem (status change)

[Kristian Davies]

 I hope you know what IsBound means. Right? Take a look at documentation
 in lib/RT/Transaction.pm

Ahhh *facepalm*... must use perldoc more.

Thanks.
-Kristian


Final RT training for 2012 in Atlanta, GA - October 23  24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 3.8.0 DB migrate to 4.0.5 - Errors Please help!

[Kristian Davies]

On Tue, Jun 12, 2012 at 7:23 PM, FrankOh frank...@red.com wrote:

 OK i've searched all over the Internet and I can't seem to fix the problem.
 Currently in production we have RHEL (kernel 2.6.18-238.9.1.el5) with
 RT3.8.0 installed on mySQL 5.0.77. We want to move RT off of this physical
 box and put it on VM. At the same time upgrade to the latest RT 4.0.5.

I'm about to go on holiday so I can't respond fully but I went through
a similar process recently and had similar issues.

I treated the DB and the code separate.  Upgraded the database but the
code I installed new and migrated everything to make sure it all
worked.

With the DB I did some test with just the schema so 3.8.0 (mysqldump
-d mydb) to 3.8.11 then 3.8.11 to 4.0.0, then each step
(4.0.1/4.0.2/4.0.3/4.0.4/4.0.5), I was being quite careful :-)   I
then ran a tests with data.  I also ran at stage 4.0.0
etc/upgrade/upgrade-articles, etc/upgrade/vulnerable-passwords --fix,
etc/upgrade/shrink_transactions_table.pl,
etc/upgrade/shrink_cgm_table.pl, at 4.0.1 sbin/rt-validator --fix,
4.0.2 sbin/rt-validator --resolve

Sorry for the dump, but that seemed to work for me on our 11GB DB.

-Kristian

[rt-users] List CF values

[Kristian Davies]

Is it possible via the REST api to get a list of possible CF values?

Someone speculatively asked me the question and I had not idea..

Cheers,
Kristian

Re: [rt-users] Pg to mysql : attachements not viewable

[Kristian Davies]

On Mon, Jun 6, 2011 at 3:49 PM, Kevin Falcone falc...@bestpractical.com wrote:
 Just in case it's something to do with database encoding, I used
 rt-3.8.2/etc/schema.mysql to create the database (and
 rt3-on-pg-to-mysql script from the wiki?? to import from pg).

 That's the wrong schema, you wanted schema.mysql-4.1
 Any new attachments are likely to have corruption.

 I know nothing about the script you're using, but you have to convert
 out of the base64 storage used on Pg to binary storage on mysql.
 Your content-type headers imply that you didn't do that.

Performed a backup (data only), dropped database, created schema.mysql-4.1
schema and used suggestions in upgrade-mysql-schema.pl,
imported data.

I only lost 5 attachments, which I've requested be uploaded again, phew.

Thanks,
Kristian

[rt-users] Pg to mysql : attachements not viewable

[Kristian Davies]

I've just moved our RT DB from postgres to Mysql (5.1.50).  Apart from
the DB change, I edited RT_siteconfig.pm and also had to upgrade the
perl-DBD-mysql module (apache is a centos 4, 32bit box).

When I click on the attachment link I get nothing (in chrome) and in
firefox I just get the path as text:

http://rt/Ticket/Attachment/2113990/1349816/owl.jpg

Full headers (in firefox):

Content-Description:owl.jpg
content-type:   image/jpeg; name=owl.jpg
content-disposition:attachment; creation-date=Mon, 06 Jun 2011
12:37:03 GMT; filename=owl.jpg; modification-date=Mon, 06 Jun 2011
12:37:03 GMT; size=48125
Content-Transfer-Encoding:  base64
Content-Length: 46448

So it does appears to have ingested the image on ticket creation.

I can't find anything in the logs that indicate anything is wrong.

Just in case it's something to do with database encoding, I used
rt-3.8.2/etc/schema.mysql to create the database (and
rt3-on-pg-to-mysql script from the wiki?? to import from pg).

Any ideas?

-Kristian

Re: [rt-users] Pg to mysql : attachements not viewable

[Kristian Davies]

 That's the wrong schema, you wanted schema.mysql-4.1
 Any new attachments are likely to have corruption.

 I know nothing about the script you're using, but you have to convert
 out of the base64 storage used on Pg to binary storage on mysql.
 Your content-type headers imply that you didn't do that.

Ahh balls.

-K

[rt-users] Initiate Template via custom scrip action

[Kristian Davies]

I've created a scrip:

Condition: User Defined
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom Condition:

my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;

if ( $self-TransactionObj-Type eq Create 
!$self-TicketObj-QueueObj-IsAdminCc($CreatorId) ){
return 1;
}

Custom action prep code:

my $Ticket = $self-TicketObj;
my $newqueue = 23;

$Ticket-SetQueue($newqueue);

Custom action cleanup code:

return 1;


Basically I just need to fire off a template to those requestors who's
tickets are moved via this scrip.


Cheers,
Kristian

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Re: [rt-users] Initiate Template via custom scrip action

[Kristian Davies]

 What happens if you move your action code to the condition and then make you
 rAction : Notify Requestors with the Template you need ; ie your condition
 will be something like:

Thanks for the reply.  I already tried that, but just to sanity check
I tried it again.  No avail.  Requestor doesn't get any emails.

-Kristian

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[rt-users] Editable Text

[Kristian Davies]

There seems to be an odd issue this this.

Create two tickets, 1001 and 1002.
Add Depends on: 1001 to 1002.
Search for them both. and click Editable Text

===Update-Ticket: 1001
Queue: Test Queue
Subject: TEST
Status: open
UpdateType: correspond
snip
Children:
DependedOnBy:
DependsOn:
Parents:
ReferredToBy:
RefersTo:

===Update-Ticket: 1002
Queue: Test Queue
Subject: TEST
Status: new
UpdateType: correspond
snip
Children:
DependedOnBy: 1002
DependsOn: 1001
Parents:
ReferredToBy:
RefersTo:

Although when you show ticket 1001 it says:

Depends on: (Create)
Depended on by: (Create)
* 1002: (Nobody) TEST [new]
Parents: (Create)   
Children: (Create)  
Refers to: (Create) 
Referred to by: (Create)

Display ticket 1002:

Depends on: (Create)
* 1001: (Nobody) TEST [open]
Depended on by: (Create)
Parents: (Create)   
Children: (Create)  
Refers to: (Create) 
Referred to by: (Create)

-Kristian
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Re: [rt-users] Problem Tools, Reports Postgres 3.8.2

[Kristian Davies]

 Thank you for the information. I was hoping that it was something
 like that. Stick with your areas of expertise to reduce support
 costs. We are more the other way here with more PostgreSQL than
 MySQL. What is your plan to provide redundancy/business continuity
 for your RT instance and what does MySQL for handling full-text
 searching? We are trying to evaluate possible options for some
 new MySQL instances and any feedback would be appreciated.

Redundancy at the moment is just dump/restore of the database and
having mirrored disks.  When we go MySQL we may add master/slave
replication, which we use for most of our smaller databases.

-Kristian
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Re: [rt-users] Problem Tools, Reports Postgres 3.8.2

[Kristian Davies]

 It does sound like something is missing because I am running
 PostgreSQL 8.3.5 and did not have to make these changes. I do have
 a question, why are you converting your RT instance to MySQL? Is
 there a particular problem you are trying to address?

No technical reason, we are a essentially a mysql house and we have
two services which are based on Postgre, one of which is RT.  RT was
originally converted from MySQL when we where investigating our
flavour of choice and the decision has long since been made.

-Kristian
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[rt-users] Problem Tools, Reports Postgres 3.8.2

[Kristian Davies]

Postgres: 8.3.6
RT 3.8.2
CentOS 4

My graphing isn't working under ToolsReports.

Any ideas?

Cheers,
Kristian


/var/log/message

Mar 12 10:50:27 ghole postgres[11326]: [2-1] ERROR:  function
lower(timestamp without time zone) does not exist at character 315
Mar 12 10:50:27 ghole postgres[11326]: [2-2] HINT:  No function
matches the given name and argument types. You might need to add
explicit type casts.
Mar 12 10:50:27 ghole postgres[11326]: [2-3] STATEMENT:  SELECT
COUNT(main.id) AS id, Users_2.Name AS col1 FROM ( SELECT DISTINCT
main.id FROM Tickets main LEFT JOIN Users
Mar 12 10:50:27 ghole postgres[11326]: [2-4]  Users_2  ON ( Users_2.id
= main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
 WHERE (LOWER(main.Status) !=
Mar 12 10:50:27 ghole postgres[11326]: [2-5]  'deleted') AND
(LOWER(main.Status) = 'resolved' AND main.Queue = '1' AND
LOWER(main.Resolved)  '2009-01-01 00:00:00') AND
Mar 12 10:50:27 ghole postgres[11326]: [2-6]  (LOWER(main.Type) =
'ticket') AND (main.EffectiveId = main.id)  ) distinctquery, Tickets
main WHERE (main.id =
Mar 12 10:50:27 ghole postgres[11326]: [2-7]  distinctquery.id)  GROUP
BY Users_1.Name
Mar 12 10:50:28 ghole postgres[11327]: [2-1] ERROR:  function
lower(timestamp without time zone) does not exist at character 265
Mar 12 10:50:28 ghole postgres[11327]: [2-2] HINT:  No function
matches the given name and argument types. You might need to add
explicit type casts.
Mar 12 10:50:28 ghole postgres[11327]: [2-3] STATEMENT:  SELECT
COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Users Users_2  ON
( Users_2.id = main.Owner ) LEFT JOIN
Mar 12 10:50:28 ghole postgres[11327]: [2-4]  Users Users_1  ON (
Users_1.id = main.Owner )  WHERE (LOWER(main.Status) != 'deleted') AND
(LOWER(main.Status) = 'resolved' AND
Mar 12 10:50:28 ghole postgres[11327]: [2-5]  main.Queue = '1' AND
LOWER(main.Resolved)  '2009-01-01 00:00:00') AND (LOWER(main.Type) =
'ticket') AND (main.EffectiveId =
Mar 12 10:50:28 ghole postgres[11327]: [2-6]  main.id)

/rt.log

HINT:  No function matches the given name and argument types. You
might need to add explicit type casts. at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Thu Mar 12 10:50:27 2009] [warning]: RT::Handle=HASH(0xaa0d998)
couldn't execute the query 'SELECT COUNT(main.id) AS id, Users_2.Name
AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN
Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1
ON ( Users_1.id = main.Owner )  WHERE (LOWER(main.Status) !=
'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1'
AND LOWER(main.Resolved)  '2009-01-01 00:00:00') AND
(LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id)  )
distinctquery, Tickets main WHERE (main.id = distinctquery.id)  GROUP
BY Users_1.Name ' at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xaa0d998)',
'SELECT COUNT(main.id) AS id, Users_2.Name AS col1 FROM ( SELE...')
called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line
238
DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xb166a58)')
called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm
line 2672
RT::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xb166a58)')
called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm
line 152
RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xb166a58)')
called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line
498
DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xb166a58)')
called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm
line 236
RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xb166a58)')
called at /disk1/web/vhost/rt.local/rt/share/html/Search/Elements/Chart
line 71
HTML::Mason::Commands::__ANON__('Query', 'Status =
\'resolved\' AND Queue = \'Systems\' AND Resolved  ...',
'PrimaryGroupBy', 'Owner') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb169ca0)',
'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved 
...', 'PrimaryGroupBy', 'Owner') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278
eval {...} called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp('undef', 'undef', 'Query', 'Status
= \'resolved\' AND Queue = \'Systems\' AND Resolved  ...',
'PrimaryGroupBy', 'Owner') called at
/disk1/web/vhost/rt.local/rt/share/html/Tools/Reports/ResolvedByDates.html
line 83
HTML::Mason::Commands::__ANON__('ResolvedBefore', '',
'ResolvedAfter', '01/01/2009', 'Queue', 'Systems') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135

Re: [rt-users] Problem Tools, Reports Postgres 3.8.2

[Kristian Davies]

Unfortunately I'd already tried those.  I did however get excellent
results from your full text search wiki page though.



Mar 12 12:48:19 ghole postgres[13129]: [2-1] ERROR:  function
lower(timestamp without time zone) does not exist at character 259
Mar 12 12:48:19 ghole postgres[13129]: [2-2] HINT:  No function
matches the given name and argument types. You might need to add
explicit type casts.
Mar 12 12:48:19 ghole postgres[13129]: [2-3] STATEMENT:  SELECT
COUNT(main.id) AS id, Users_1.Name AS col1 FROM ( SELECT DISTINCT
main.id FROM Tickets main LEFT JOIN Users
Mar 12 12:48:19 ghole postgres[13129]: [2-4]  Users_1  ON ( Users_1.id
= main.Owner )  WHERE (LOWER(main.Status) != 'deleted') AND
(LOWER(main.Status) = 'resolved' AND
Mar 12 12:48:19 ghole postgres[13129]: [2-5]  main.Queue = '1' AND
lower(main.Resolved)  '2008-01-01 00:00:00') AND (LOWER(main.Type) =
'ticket') AND (main.EffectiveId =
Mar 12 12:48:19 ghole postgres[13129]: [2-6]  main.id)  )
distinctquery, Tickets main WHERE (main.id = distinctquery.id)  GROUP
BY Users_1.Name
Mar 12 12:48:20 ghole postgres[13130]: [2-1] ERROR:  function
lower(timestamp without time zone) does not exist at character 209
Mar 12 12:48:20 ghole postgres[13130]: [2-2] HINT:  No function
matches the given name and argument types. You might need to add
explicit type casts.
Mar 12 12:48:20 ghole postgres[13130]: [2-3] STATEMENT:  SELECT
COUNT(DISTINCT main.id) FROM Tickets main LEFT JOIN Users Users_1  ON
( Users_1.id = main.Owner )  WHERE
Mar 12 12:48:20 ghole postgres[13130]: [2-4]  (LOWER(main.Status) !=
'deleted') AND (LOWER(main.Status) = 'resolved' AND main.Queue = '1'
AND lower(main.Resolved) 
Mar 12 12:48:20 ghole postgres[13130]: [2-5]  '2008-01-01 00:00:00')
AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id)

[Thu Mar 12 12:48:19 2009] [debug]: RT::Date used Time::ParseDate to
make '01/01/2008' 1199145600
(/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209)
[Thu Mar 12 12:48:19 2009] [debug]: RT::Date used Time::ParseDate to
make '2008-01-01 00:00:00' 1199145600
(/disk1/web/vhost/rt.local/rt/bin/../lib/RT/Date.pm:209)
[Thu Mar 12 12:48:19 2009] [warning]: DBD::Pg::st execute failed:
ERROR:  function lower(timestamp without time zone) does not exist
LINE 1: ...ain.Status) = 'resolved' AND main.Queue = '1' AND lower(main...
 ^
HINT:  No function matches the given name and argument types. You
might need to add explicit type casts. at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Thu Mar 12 12:48:19 2009] [warning]: RT::Handle=HASH(0xa4a0600)
couldn't execute the query 'SELECT COUNT(main.id) AS id, Users_1.Name
AS col1 FROM ( SELECT DISTINCT main.id FROM Tickets main LEFT JOIN
Users Users_1  ON ( Users_1.id = main.Owner )  WHERE
(LOWER(main.Status) != 'deleted') AND (LOWER(main.Status) = 'resolved'
AND main.Queue = '1' AND lower(main.Resolved)  '2008-01-01 00:00:00')
AND (LOWER(main.Type) = 'ticket') AND (main.EffectiveId = main.id)  )
distinctquery, Tickets main WHERE (main.id = distinctquery.id)  GROUP
BY Users_1.Name ' at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa4a0600)',
'SELECT COUNT(main.id) AS id, Users_1.Name AS col1 FROM ( SELE...')
called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line
238
DBIx::SearchBuilder::_DoSearch('RT::Report::Tickets=HASH(0xabf9988)')
called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Tickets_Overlay.pm
line 2672
RT::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xabf9988)')
called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm
line 152
RT::Report::Tickets::_DoSearch('RT::Report::Tickets=HASH(0xabf9988)')
called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line
498
DBIx::SearchBuilder::Next('RT::Report::Tickets=HASH(0xabf9988)')
called at /disk1/web/vhost/rt.local/rt/bin/../lib/RT/Report/Tickets.pm
line 253
RT::Report::Tickets::Next('RT::Report::Tickets=HASH(0xabf9988)')
called at /disk1/web/vhost/rt.local/rt/share/html/Search/Elements/Chart
line 71
HTML::Mason::Commands::__ANON__('Query', 'Status =
\'resolved\' AND Queue = \'Systems\' AND Resolved  ...',
'PrimaryGroupBy', 'Owner') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xabfcbd0)',
'Query', 'Status = \'resolved\' AND Queue = \'Systems\' AND Resolved 
...', 'PrimaryGroupBy', 'Owner') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278
eval {...} called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp('undef', 'undef', 'Query', 'Status
= \'resolved\' AND Queue = \'Systems\' AND Resolved  ...',
'PrimaryGroupBy', 'Owner') called at

Re: [rt-users] Problem Tools, Reports Postgres 3.8.2

[Kristian Davies]

On Thu, Mar 12, 2009 at 1:51 PM, Kenneth Marshall k...@rice.edu wrote:
 On Thu, Mar 12, 2009 at 08:44:23AM -0500, Kenneth Marshall wrote:
 Kristian,

 I think the problem is in SearchBuilder/Handle.pm in the function
 _MakeClauseCaseInsensitive. It looks like it only skips the lower()
 for integer values. I think that you can replace the if test with
 something like:

 if ($value !~ /^[\d:- ]+$/) { # don't downcase integer values or timestamps

 Oops, that should read:

 if ($value !~ /^[-\d: ]+$/) { # don't downcase integer values or timestamps

Excellent.  I changed this line in Handle.pm and Pg.pm and it now works again.

I wonder if upgrading postgres ( 8.1.9-1.el4s1.1 - 8.3.6-1PGDG.rhel4)
or perl (5.8.8-4.el4s1 - 5.8.8-6.el4s1_3) could have caused this, as
I managed to get it working before without code tweaks.

Many thanks Ken!

My next project is to convert this back to mysql eventually (82k
tickets).  A task I'm not looking forward to.

Cheers,
Kristian
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Re: [rt-users] Time Displays

[Kristian Davies]

Thanks to Kristian Davies I have modifed my time entries to allow only
 Days. The data is stores as is, which is perfect. If someone enters
 5, it is stored as 5. However, when I display a ticket, it still
 shows min next to the time fields. How can I get the time Displays to
 just show Days? Thanks.


In the interest of sharing - again, not my code:

local/html/Ticket/ Elements/ShowTime

%# END BPS TAGGED BLOCK }}}
% if ($minutes  60) {
|/l, $minutes [_1] min/
% } elsif ($minutes  480) {
|/l, sprintf(%.1f,$minutes / 60) [quant,_1,hour]/ (|/l,
$minutes [_1] min/)
% } else {
|/l, sprintf(%.1f,$minutes / 480) [quant,_1,day]/ (|/l,
sprintf(%.1f,$minutes / 60) [quant,_1,hour]/)
% }
%ARGS
$minutes
/%ARGS

Kristian
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Re: [rt-users] RT Time fields in days?

[Kristian Davies]

Not my code, but in the interest of sharing:

local/html/Elements/SelectTimeUnits

%# END BPS TAGGED BLOCK }}}
% my $selected = 'minutes';
% $selected = 'hours' if $minutes  60;
% $selected = 'days'  if $minutes  480;
select class=TimeUnits id=% $Name % name=% $Name %
option value=minutes % (($selected eq
'minutes')?'selected=selected':'') %% loc('Minutes') %/option
option value=hours % (($selected eq
'hours')?'selected=selected':'') %% loc('Hours') %/option
option value=days % (($selected eq
'days')?'selected=selected':'') %% loc('Days') %/option
/select
%INIT
$Name .= '-TimeUnits' unless $Name =~ /-TimeUnits$/io;
/%INIT
%ARGS
$Name = ''
$minutes = ''
/%ARGS

Kristian
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[rt-users] PG to MySQL Duplicate key

[Kristian Davies]

Whilst converting my 2.6GB postgres RT database 3.6.5 to mysql i get
the following error.

[r...@bogan rt-3.6.5]# mysql -u root -p rt3 --ignore  /tmp/rt.sql6
Enter password:
ERROR 1062 (23000) at line 34107989: Duplicate entry '242710-28171' for key 2

(line 34107989) INSERT INTO GroupMembers (id, groupid, memberid)
VALUES (199352, 242710, 28171);



Any ideas?



Cheers,
Kristian

mysql  Ver 14.12 Distrib 5.0.66a, for redhat-linux-gnu (x86_64) using
readline 5.1

Further grep of the previous line too:
INSERT INTO groupmembers (id, groupid, memberid) VALUES (199351, 242710, 28171);
INSERT INTO groupmembers (id, groupid, memberid) VALUES (199352, 242710, 28171);

mysql desc GroupMembers;
+--+-+--+-+-++
| Field| Type| Null | Key | Default | Extra  |
+--+-+--+-+-++
| id   | int(11) | NO   | PRI | NULL| auto_increment |
| GroupId  | int(11) | NO   | MUL | 0   ||
| MemberId | int(11) | NO   | | 0   ||
+--+-+--+-+-++


From prostgres

rt3=# select * from groupmembers where groupid='242710';
   id   | groupid | memberid
+-+--
 199351 |  242710 |28171
 199352 |  242710 |28171
(2 rows)

rt3=# \d groupmembers
  Table public.groupmembers
  Column  |  Type   | Modifiers
--+-+---
 id   | integer | not null default nextval('groupmembers_id_seq'::regclass)
 groupid  | integer | not null default 0
 memberid | integer | not null default 0
Indexes:
groupmembers_pkey PRIMARY KEY, btree (id)
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[rt-users] Basic setup...

[Kristian Davies]

Q: I have a working setup fresh install authenticating against AD.
Problem is, i have no super users as it's a fresh install. I hear
there is a root/password account but in order to use that i have to
disable AD authentication in my apache.conf.  As per:

VirtualHost *:80

ServerName  rnd-test.mpc.local
ServerAlias rnd-test

PerlRequire /disk1/web/vhost/rnd-test.mpc.local/rt/bin/webmux.pl
AddDefaultCharset UTF-8

DocumentRoot /disk1/web/vhost/rnd-test.mpc.local/rt/share/html

ErrorLog /disk1/web/vhost/rnd-test.mpc.local/log/error.log
CustomLog /disk1/web/vhost/rnd-test.mpc.local/log/access.log combined

Location /disk1/web/vhost/rnd-test.mpc.local/rt/share/html
SetHandler perl-script
PerlHandler RT::Mason
/Location

/VirtualHost

Depending on how much i kick the apache.conf I either get the message
Well done, you're almost there or a 404 and the error below.

[Fri Aug 1 10:31:45 2008] [warning]: [Mason] Cannot resolve file to
component: /disk1/web/vhost/rnd-test.mpc.local/rt/share/html/index.html
(is file outside component root?) at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852.
(/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)


CentOS 4.4
RT 3.6.5
Postgres
Apache2
mod_perl2

Any ideas?

Cheers,
Kristian
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Re: [rt-users] Basic setup...

[Kristian Davies]

On Fri, Aug 1, 2008 at 3:39 PM, Ruslan Zakirov [EMAIL PROTECTED] wrote:
 http://wiki.bestpractical.com/view/ManualApacheConfig

After kicking it to death it was actually:

#Set($WebExternalAuth , 1);
#Set($WebFallbackToInternalAuth , 'true');
#Set($WebExternalGecos , undef);
#Set($WebExternalAuto , 1);

Leaving apache.conf as:

PerlModule Apache::DBI
PerlRequire /disk1/web/vhost/rnd-test.mpc.local/rt/bin/webmux.pl
AddDefaultCharset UTF-8

DocumentRoot /disk1/web/vhost/rnd-test.mpc.local/rt/share/html

ErrorLog /disk1/web/vhost/rnd-test.mpc.local/log/error.log
CustomLog /disk1/web/vhost/rnd-test.mpc.local/log/access.log combined

PerlLoadModule Apache2::MultiAuth
PerlSetVar MSADDomain MYAD.mpc.local
PerlSetVar MSADServer smoo1.mpc.local
PerlSetVar MSPort 639
PerlSetVar MSADTLSyes
AuthModule Apache2::AuthenMSAD

PerlAuthenHandler Apache2::MultiAuth

Directory /disk1/web/vhost/rnd-test.mpc.local/rt/share/html
AllowOverride all
SetHandler perl-script
PerlHandler RT::Mason
Require valid-user
   AuthType Basic
   AuthName UNIX or Windows Login
/Directory

Cheers,
Kristian
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[rt-users] Tree View

[Kristian Davies]

RT Version: 3.6.5

The Tree View function doesn't seem to work.

Is this a know problem?

Tia,
Kristian
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[rt-users] Scrips (queue change notify)

[Kristian Davies]

I'm trying to create a notification email on the receiving queue when
a ticket is moved.  I have two queues (test1 and test2), and I've
added a scrip to both:

Description: Queue Notify
Condition: On queue change
Action: Notify requesors, CC and AdminCC
Template: Global template: Transaction
Stage: TransactionCreate.

I am the requestor and adminCC.

Still does not send the email.  I thought that would be enough.

Any help would be appreciated.

-Kristian
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Re: [rt-users] Scrips (queue change notify)

[Kristian Davies]

 Description: Queue Notify
 Condition: On queue change
 Action: Notify requesors, CC and AdminCC
 Template: Global template: Transaction
 Stage: TransactionCreate.

 I am the requestor and adminCC.

 Still does not send the email.  I thought that would be enough.

 Are you also changing the queue? By default, RT won't tell you what you
 have done. The wiki's down at the moment, but look for NotifyActor in
 RT_Config.pm

Cheers I shall have a look.  I'm _only_ changing the queue on a
pre-existing ticket.

-Kristian
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Re: [rt-users] Scrips (queue change notify)

[Kristian Davies]

On Mon, Jun 2, 2008 at 5:11 PM, Gene LeDuc [EMAIL PROTECTED] wrote:
 Hi Kristian,

 In addition to what Toby mentioned about NotifyActor, you only need to put
 the scrip in the receiving queue.  If a ticket moves from OldQueue to
 NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not.

Spotted.  All sorted now.

Thanks very much all!

-Kristian
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Re: [rt-users] Question regarding search case

[Kristian Davies]

On Wed, Mar 12, 2008 at 12:59 PM, Mathew [EMAIL PROTECTED] wrote:
 A user recently asked me a question regarding the case of searches.  He
  was looking for tickets owned by another user which were open by using
  the quick search box.  He knew enough about the subject to know which
  one he was specifically looking for.  When the ticket didn't appear he
  changed his search and found even more tickets.

  His first search was username open (without quotes).  His second was
  username OPEN.  This prompted him to ask if it is possible to to turn
  on case insensitive searches.

  Anyone know about this?

I have same problem with adding people to tickets, so RICH finds
nothing, but rich finds a few.

rt 3.6.6
postgres 8.3.0
Adding people to tickets is the search.

Cheers,
Kristian
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[rt-users] rt scripting

[Kristian Davies]

Problem:  Retrieve list of privilidged users automagicallu.

What is the best way to do this?

I'm guessing it's not attacking the db directly.

Having poked around the code, i tried to replicate what the
configurationusers page with the perl api but due to my lack of perl
foo i failed quite badly.

Does anyone have the skeleton code at least with the
CurrentUser/Session part (this is the bit i couldn't do.. so far)?

Cheers,
Kristian
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Re: [rt-users] rt scripting

[Kristian Davies]

On Mon, Feb 25, 2008 at 9:46 PM, Mathew Snyder [EMAIL PROTECTED] wrote:
 my $users = new RT::Users(RT::SystemUser);
  $users-LimitToPrivileged;

Ahh-haa.. My code is like a rubik's cube, if I shake it hard enough
all the bits fall in place.

This is now working.

Thanks very much!

-Kristian
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[rt-users] Missing/Hiding history post upgrade

[Kristian Davies]

I was wondering if someone could shed some light on my little problem.

I have rt running on machine A with 45k tickets in production use.  I
thought I would do a couple of test upgrades on machine B.  A is
running Apache1.x, mysql4,redhat7.2, rt 3.0.7 . B is Apache2+mod_perl,
mysql5,CentOS4.4, RT3.6.4 perl5.8.8.

I followed the upgrade instructions and ran the schema/acl/insert
updates for each version, deleted Mason/obj (if there was data).

I still get the following messages when I click on a ticket.  I also
get the second error message if I click on 'basic'.   Apart from this,
everything seems to work, I even get the history if I click on
history.

Thanks very muchly for any light shedders out there...

-Kristian




(Message when i click on a ticket)
error:  RT::Queue::TicketCustomFields Unimplemented in
HTML::Mason::Commands.
(/opt/rt3/share/html/Ticket/Elements/ShowSummary line 57)
context:
... 
492:else {
493:my ( $package, $filename, $line );
494:( $package, $filename, $line ) = caller;
495:
496:die $AUTOLOAD Unimplemented in $package. ($filename line $line) \n;
497:}
498:
499:}
500:
... 
code stack: /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:496
/opt/rt3/share/html/Ticket/Elements/ShowSummary:57
/opt/rt3/share/html/Ticket/Display.html:58
/opt/rt3/share/html/Widgets/TitleBox:51
/opt/rt3/share/html/Ticket/Display.html:59
/opt/rt3/share/html/autohandler:291

(message when I click on basic)
error:  RT::Queue::TicketCustomFields Unimplemented in
HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Modify.html line
67)
context:
... 
492:else {
493:my ( $package, $filename, $line );
494:( $package, $filename, $line ) = caller;
495:
496:die $AUTOLOAD Unimplemented in $package. ($filename line $line) \n;
497:}
498:
499:}
500:
... 
code stack: /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:496
/opt/rt3/share/html/Ticket/Modify.html:67
/opt/rt3/share/html/autohandler:291
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