Re: [rt-users] RT4 Status Report
OK thanks good to know. So a release date is 2010? Ill work on upgrading production to 3.8.4, hopefully there will be some sort of upgrade path to 4.0 when it is released? Thanks for all the hard work and a great product! -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Wednesday, September 09, 2009 7:30 AM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT4 Status Report On Wed 9.Sep'09 at 6:57:46 -0700, Sean McCreadie wrote: > I haven’t seen a status report since the one in March, are there any updates? > I am looking to upgrade my system soon but understand RT4 will be a major > upgrade, so Im anxious to see it released. Thank you. We're hard at work. It's hard work. And clients always come first ;) You shouldn't be planning to upgrade a production RT instance to RT 4.0 in 2009. It's a fairly serious project with a LOT of code churn. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT4 Status Report
I haven't seen a status report since the one in March, are there any updates? I am looking to upgrade my system soon but understand RT4 will be a major upgrade, so Im anxious to see it released. Thank you. Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.4.1 on RT 3.8.2
Josh, My RT_Siteconfig.pm looks like this: Set(@Plugins,qw(RT::FM)); Maybe this will help. Sean From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Josh Fiske Sent: Tuesday, February 03, 2009 8:10 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] RTFM 2.4.1 on RT 3.8.2 I am attempting to install RTFM 2.4.1 on my existing (fully functional) RT 3.8.2 installation. This is on a CentOS 5 host with RT installed in the standard location (/opt/rt3). So, I do the following (all of which complete without any error messages): cd /usr/local/src wget http://download.bestpractical.com/pub/rt/release/RTFM-2.4.1.tar.gz tar zxf RTFM-2.4.1.tar.gz cd RTFM-2.4.1 perl Makefile.PL make make install make initdb /etc/init.d/httpd restart I login to RT as a SuperUser and I don't see any reference to RTFM. I know that with other RT plugins (RT-Authen-ExternalAuth), I have needed to include a line in my RT_SiteConfig.pm. But when I tried adding this [ Set( @Plugins, (qw(RT::Authen::ExternalAuth),RT-FM)); ] and restarting, it had no impact. Any suggestions? Am I missing a simple step? Thanks, Josh - - - - Joshua Fiske '03, '04 Network and Security Engineer Clarkson University, Office of Information Technology (315) 268-6722 -- Fax: (315) 268-6570 I route, therefore you are. Think before you print. CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. <>___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Poor graphics.
Anybody able to resolve this? I have the same issue, running Centos 5.2 though, have installed graphviz. I get the same thing as Albert. Thanks in advance for any help. Sean -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Albert Shih Sent: Friday, January 30, 2009 3:53 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Poor graphics. Hi all When I use the charts of tickets relantionship, I get very poor charts, event I click and many box in "Show Tickets Properties on" section I don't have anything. Just something like I got no error in my log. Any help ? NB: I'm running rt-3.8.2 on FreeBSD with manual install -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26 Heure local/Local time: Ven 30 jan 2009 12:46:46 CET ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Trouble with Relationship Graphs in RT 3.8.2 on Centos 5
Hello, I have installed RT 3.8.2 on a fresh Centos 5 box for testing. Everything is looking great so far but Ive ran into the issue with the ticket relationship charts again. I have had trouble with this months ago when I set up a 3.8.1 box and was never able to resolve. I installed graphviz (both from source and from yum) and webdot, but when I click on the graph link and check a few boxes, I only get a rudimentary B&W chart, no colors (even though I selected it from the dropdown). Does anyone have any idea what may be the issue? When I look in /var/log/messages, I get these errors: RT: Couldn't find property handler for 'CF' and 'Type of Request' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'ReferredToBy' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'RefersTo' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) Here is a link to my first question on this back in November, I have tried everything suggested in the responses. Thanks in advance, this list has been invaluable. http://www.gossamer-threads.com/lists/rt/users/80009?search_string=relat ionship%20charts;#80009 <http://www.gossamer-threads.com/lists/rt/users/80009?search_string=rela tionship%20charts;%2380009> Sean McCreadie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility
Mike, Thank you for looking at my problem. I disabled the log stack traces as you suggested and attached the new log file. Now I can see that it is indeed authenticating my test user "Joe User" with my AD. The attached log file contains the results of first logging in successfully as root and then as Joe User. When I try to login as the AD user in the web UI I get the following error in the browser: Can't call method "SetDisabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087, line 514. Thanks again for all the help. Sean Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Monday, November 03, 2008 1:28 AM To: Sean McCreadie Cc: RT Users Subject: Re: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility Sean McCreadie wrote: > Hello Mike, > > Thank you and Kevin for working hard on this release, I am excited to > hopefully get it working on my RT 3.8.1 server. I have installed the > v0.06 release but I am running into difficulty getting it going. I have > drilled over the lists trying to get info regarding the errors I am > seeing but so far I have been unable to get users to authenticate with > AD. I am running a Windows Server 2003 Active Directory, pretty sure > anonymous binding is disabled. I have attached my SiteConfig file, as > well as the logging in rt.log when I try to authenticate. I have tried > many different ways of entering the 'user' value to no avail. I have no > problem authenticating with the local root account. Im not sure how or > where to look to see if the RT server is even attempting to authenticate > users to AD, when I look through the rt.log file it doesn't appear to > be. Thanks in advance for any insight. Can you turn off log stack traces and repost an rt.log? I'm having difficulty reading through the one you sent quickly and don't have a lot of time for reading v. slowly. FWIW, your RT_SiteConfig.pm looks right on the money. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ [Mon Nov 3 14:20:00 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) [Mon Nov 3 14:20:01 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) [Mon Nov 3 14:20:01 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) [Mon Nov 3 14:20:10 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) [Mon Nov 3 14:20:10 2008] [debug]: LDAP Search === Base: dc=canyonpartners,dc=local == Filter: (&(objectClass=*)(sAMAccountName=root)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:853) [Mon Nov 3 14:20:10 2008] [debug]: Disable Check Failed :: ( My_LDAP ) root User not found (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:867) [Mon Nov 3 14:20:10 2008] [debug]: RT::User::IsExternalPassword Trying External authentication (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:52) [Mon Nov 3 14:20:10 2008] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:63) [Mon Nov 3 14:20:10 2008] [debug]: LDAP Search === Base: dc=canyonpartners,dc=local == Filter: (&(sAMAccountName=root)(objectClass=*)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:185) [Mon Nov 3 14:20:10 2008] [info]: My_LDAP AUTH FAILED: root User not found or more than one user found (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:208) [Mon Nov 3 14:20:10 2008] [info]: RT::User::IsExternalPassword External Auth Failed: root (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:294) [Mon Nov 3 14:20:10 2008] [debug]: RT::User::IsPassword External auth FAILED (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:360) [Mon Nov 3 14:20:10 2008] [info]: RT::User::IsInternalPassword AUTH OKAY: root (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:313) [Mon Nov 3 14:20:10 2008] [debug]: RT::User::IsPassword Internal auth SUCCEEDED (/opt/rt3/local/plugins/RT-Auth
Re: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility
Hello Mike,
Thank you and Kevin for working hard on this release, I am excited to
hopefully get it working on my RT 3.8.1 server. I have installed the
v0.06 release but I am running into difficulty getting it going. I have
drilled over the lists trying to get info regarding the errors I am
seeing but so far I have been unable to get users to authenticate with
AD. I am running a Windows Server 2003 Active Directory, pretty sure
anonymous binding is disabled. I have attached my SiteConfig file, as
well as the logging in rt.log when I try to authenticate. I have tried
many different ways of entering the 'user' value to no avail. I have no
problem authenticating with the local root account. Im not sure how or
where to look to see if the RT server is even attempting to authenticate
users to AD, when I look through the rt.log file it doesn't appear to
be. Thanks in advance for any insight.
Sean
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Mike
Peachey
Sent: Saturday, November 01, 2008 11:46 AM
To: RT Users; RT Devel
Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes
3.8.xCompatibility
Evening All,
I am proud to announce the official release of
RT::Authen::ExternalAuth
v0.06 - the first release to be out-of-the-box compatible with RT 3.8.x.
Thanks to everyone for being so patient in waiting for this, I know it
has been a long time since 3.8.0 came out, but as many know I have been
ridiculously busy.
I want to extend MASSIVE thanks to Kevin Falcone for the work he put
into this, it wouldn't have happened without him - at least not for some
time.
I have uploaded the release to CPAN, but it may take some time for it to
become available and propagate to the mirrors. Once done, you should be
able to install it directly through the CPAN shell or find it here:
http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.06/
Until then, you can install directly from the BPS SVN server's trunk, I
don't expect trunk to be changed at least until mid next week, so you
can trust it to be the same as the release at least until it's available
on CPAN. To get and install it from the SVN server:
$ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth
$ cd RT-Authen-ExternalAuth/trunk
$ perl Makefile.PL
$ make
$ make install
Have fun :)
BTW, any bugs or feature requests should be submitted through the CPAN
RT system at http://rt.cpan.org.
--
Kind Regards,
__
Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
Set($LogToSyslog, 'debug');
Set($LogToScreen, 'debug');
Set($LogToFile , 'debug');
Set($LogDir, 'var/log');
Set($LogToFileNamed , "rt.log");#log to rt.log
Set($LogStackTraces, 1);
Set($WebBaseURL , "http://RT2:80";);
Set($WebPath , "");
Set($rtname, "Canyon Partners");
Set($Organization , "Canyon Partners, LLC");
Set($DatabaseUser , "rt_user");
Set($DatabasePassword , "password");
Set($FriendlyFromLineFormat , "\"%s via HelpDesk\" <%s>");
Set($OwnerEmail , '');
Set($CorrespondAddress , '[EMAIL PROTECTED]');
Set($CommentAddress , '[EMAIL PROTECTED]');
Set($SendmailPath , "/usr/sbin/sendmail");
Set($Timezone , 'US/Pacific');
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues
MySupportQueues MyReminders RefreshHomepage MyLocks SavedSearchList)]);
#Set(@Plugins,(qw(Extension::QuickDelete)));
Set (@Plugins,(qw(RT::FM RTx::Calendar RT::Extension::TicketLocking
RTx::EmailCompletion RT::Authen::ExternalAuth)));
Set($EmailCompletionUnprivileged,"everybody");
Set( $EmailCompletionSearchFields, [qw(EmailAddress RealName Name)] );
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {'My_LDAP' => { ## GENERIC SECTION
Re: [rt-users] Ldap Authentication setup question
Mike, I am downloading the new rev as we speak and will comment shortly. Thank you very much for all your great help, I appreciate it very much. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Friday, October 31, 2008 7:35 AM To: [EMAIL PROTECTED] Cc: RT Users Subject: Re: [rt-users] Ldap Authentication setup question Alan Cheng wrote: > Mike, > > I would like to report that v0.06_03 is working for my > RHEL5/RT-3.8.1/Sun Directory Server 6.3. Fantastic! > I am seeing new information in > my RT log so I know the new version is indeed active. > > [Fri Oct 31 10:17:36 2008] [error]: Working around bug in RT and > reloading RT::User > (/usr/local/rt381/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/Ex ternalAuth/autohandler/Auth:8) Indeed. You can thank Kevin Falcone for that. > > For v0.06_03 to work, I have to put in "Set( > @Plugins,(qw(RT::Authen::ExternalAuth)));" into RT_SiteConfig.pm but > didn't need this when running 0.05. I didn't even know this option > before reading the posting from Michael Mollard. :) Yeah, will make sure this is at least in the README before a stable release (if Kevin hasn't put it in already). > > One little comment is that after checking out the source code from SVN, > I had to cd to "RT-Authen-ExternalAuth/trunk" instead. My bad. > > Thanks for releasing this fix! > > Alan Pleased to help :) Thanks to Kevin for the majority of the work. Come on then Michael.. one more confirmed happy person and I'm releasing it :) -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ldap Authentication setup question
Hello, Ive been battling trying to get AD external Authentication going as well. Im pretty new at RT also, but I have read over all the docs and these posts several times trying to get it working. I am having the exact same issue as Michael in this thread, and I haven't been able to resolve. Have either of you figured out a solution? When I got to my servers URL I am presented with the normal login screen, but if I try to login as root, I get this error: RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth line 82) If I refresh in the browser it then takes me to roots home screen and everything functions as normal. I can logout and repeat, I have to refresh once to get in. If I try to login as an AD user, I get this error: Can't call method "Disabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. I have drilled over my RT_SiteConfig.pm and compared it to the ones posted on the lists. I turned on logging to file and it didn't generate anything I could see that was related. I checked file permissions on the files listed below and they are OK. Thanks in advance for all the great help. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Monday, October 27, 2008 2:55 AM To: Michael Mollard; RT Users Subject: Re: [rt-users] Ldap Authentication setup question Michael Mollard wrote: > Mike, > Let me know when you're up and about again. I've installed RT::Authen::ExternalAuth v.06_2 and now just logging in as local root generates this error. > > RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/ html/Callbacks/ExternalAuth/autohandler/Auth line 73) This generally means that the User_Vendor.pm has not been found in the right place to make its methods available. UpdateFromExternal is an RT::User method, RT looks in User.pm and doesn't find it, ande then checks for its existence in User_Local.pm and User_Vendor.pm. Obviously it's just not finding or is unable to read User_Vendor.pm. File permissions perhaps? -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trouble getting Relationship Charts to render correctlyin RT 3.8.1
Heres a screenclip of the graph, no matter what I try all I can get is the black and white graph with no additional info or colors. I tried installing webdot, graphviz, and perl-GraphViz. What version of graphviz are people running? When I use yum it installs graphviz 2.20.3. Thanks again in advance. Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sean McCreadie Sent: Saturday, October 25, 2008 6:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Trouble getting Relationship Charts to render correctlyin RT 3.8.1 Hello, Fresh off the Training class yesterday with Jesse I realized that my new RT 3.8.1 install isn't rendering the relationship graphs correctly. I am able to see the graph link but it only displays a simple B&W graph, when I select the various parameter checkboxes, I get nothing, and I get several errors in /var/log/messages like this: RT: Couldn't find property handler for 'CF' and 'Type of Request' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'ReferredToBy' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'RefersTo' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) I searched the list and found this link http://www.gossamer-threads.com/lists/rt/users/77362?search_string=ticke t%20graph;#77362 <http://www.gossamer-threads.com/lists/rt/users/77362?search_string=tick et%20graph;%2377362> , so I tried installing perl-Graphviz, building from source, via yum, all with no avail. I am running Centos 5.2 x86_64. Anybody have any ideas? Thanks in advance Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 <>___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Trouble getting Relationship Charts to render correctly in RT 3.8.1
Hello, Fresh off the Training class yesterday with Jesse I realized that my new RT 3.8.1 install isn't rendering the relationship graphs correctly. I am able to see the graph link but it only displays a simple B&W graph, when I select the various parameter checkboxes, I get nothing, and I get several errors in /var/log/messages like this: RT: Couldn't find property handler for 'CF' and 'Type of Request' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'ReferredToBy' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'RefersTo' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) I searched the list and found this link http://www.gossamer-threads.com/lists/rt/users/77362?search_string=ticke t%20graph;#77362 <http://www.gossamer-threads.com/lists/rt/users/77362?search_string=tick et%20graph;%2377362> , so I tried installing perl-Graphviz, building from source, via yum, all with no avail. I am running Centos 5.2 x86_64. Anybody have any ideas? Thanks in advance Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error trying to create a new user on new 3.8.1 install
Kenn, I have aded RTFM, and RTx-Calendar (which ive used before with no problems), but I did just add TicketLocking extension to my new build because it looks like something we could use. Should I disable them in RT_Siteconfig to test? Thanks for the quick response. Sean -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, October 20, 2008 12:32 PM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Error trying to create a new user on new 3.8.1 install Sean, What autorization extensions are you using in your RT_SiteConfig.pm settings? Kenn LBNL On 10/20/2008 12:25 PM, Sean McCreadie wrote: > Also, when I look at messages log it has this error every time I click > on create: > > > > > > "RT: Couldn't get principal for not loaded object > (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113)" > > > > > > Anybody have any ideas? I got my fresh install working great except for > this show stopper. Thanks again for any insight. > > > > Sean > > > > *From:* [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] *On Behalf Of *Sean > McCreadie > *Sent:* Saturday, October 18, 2008 2:03 PM > *To:* rt-users@lists.bestpractical.com > *Subject:* [rt-users] Error trying to create a new user on new 3.8.1 install > > > > When I try to create a new user on a fresh 3.8.1 install, I get this > message when I click on "create": > > > > Can't call method "Disabled" on an undefined value at > /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. > > > > Im not sure what the error means, I haven't modified Modify.html or > User_Overlay.pm at all. Thanks in advance for any help. > > > > > > Sean McCreadie > > IT Support > > Canyon Partners, LLC > > 310 272 1764 > > > > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error trying to create a new user on new 3.8.1 install
Also, when I look at messages log it has this error every time I click on create: "RT: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113)" Anybody have any ideas? I got my fresh install working great except for this show stopper. Thanks again for any insight. Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sean McCreadie Sent: Saturday, October 18, 2008 2:03 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Error trying to create a new user on new 3.8.1 install When I try to create a new user on a fresh 3.8.1 install, I get this message when I click on "create": Can't call method "Disabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. Im not sure what the error means, I haven't modified Modify.html or User_Overlay.pm at all. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error trying to create a new user on new 3.8.1 install
When I try to create a new user on a fresh 3.8.1 install, I get this message when I click on "create": Can't call method "Disabled" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. Im not sure what the error means, I haven't modified Modify.html or User_Overlay.pm at all. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1
Ok great, thanks for the heads up, ill keep my eye out for any updates you have on this. -Original Message- From: Philip Kime [mailto:[EMAIL PROTECTED] Sent: Wednesday, October 15, 2008 7:52 AM To: Todd Chapman Cc: Sean McCreadie; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 On 15 Oct 2008, at 4:15 PM, Todd Chapman wrote: > Sean, > > Philip Kime has been working on AT updates for 3.8. Philip, what was > your solution to this? I noticed this too and only looked at it briefly before realising that there were a number of CSS and layout things that need changing for 3.8.1. I have no fix for this yet but am looking into it. PK -- Dr Philip Kime ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1
Heres a screenshot of the issue, forgot to attach in first email. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sean McCreadie Sent: Wednesday, October 15, 2008 6:35 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 Hello, I recently installed Asset Tracker 1.2.3 on a fresh 3.8.1 build and noticed that the "new asset of type" button and dropdown menu are both pushed under the "search" button and field up at the top of the page. I have used AT with earlier RT versions with no issues, is this something anyone else has seen? Any idea on how to push it back to the left? Also, anybody heard anything about an updated release of AT? I really like it and use it every day. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 <>___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem with Asset Tracker button appearance on RT 3.8.1
Hello, I recently installed Asset Tracker 1.2.3 on a fresh 3.8.1 build and noticed that the "new asset of type" button and dropdown menu are both pushed under the "search" button and field up at the top of the page. I have used AT with earlier RT versions with no issues, is this something anyone else has seen? Any idea on how to push it back to the left? Also, anybody heard anything about an updated release of AT? I really like it and use it every day. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.: Customize RT at a glance
Also, in order to see the changes don't forget to clear your Mason cache and restart apache. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sean McCreadie Sent: Wednesday, October 08, 2008 2:58 PM To: Gabriel Cadieux; Filipe José Silva Clemente; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance Felipe, I edited my "RT at a glance" title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for "RT at a glance". One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads " Company Name Request Tracker" I did this by inserting " [_1] Request Tracker" into lines 6 and 81 where "RT at a glance" used to be. Thanks Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriel Cadieux Sent: Wednesday, October 08, 2008 8:41 AM To: Filipe José Silva Clemente; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance i'm sure you can change all that stuff if you edit the raw html/perl stuff. have a look in there and grep for "RT at a Glance" or whatever the spelling is for the string you want.. as for the color, it's probably in the css somewhere if there is some (i'm guessing) -gabe -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Filipe José Silva Clemente Sent: Wednesday, October 08, 2008 10:34 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8.: Customize RT at a glance Hi, Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? Is it possible to change the RT 3.8 web console blue color, to some other color? TIA, Filipe Portugal ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.: Customize RT at a glance
Felipe, I edited my "RT at a glance" title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for "RT at a glance". One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads " Company Name Request Tracker" I did this by inserting " [_1] Request Tracker" into lines 6 and 81 where "RT at a glance" used to be. Thanks Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriel Cadieux Sent: Wednesday, October 08, 2008 8:41 AM To: Filipe José Silva Clemente; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance i'm sure you can change all that stuff if you edit the raw html/perl stuff. have a look in there and grep for "RT at a Glance" or whatever the spelling is for the string you want.. as for the color, it's probably in the css somewhere if there is some (i'm guessing) -gabe -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Filipe José Silva Clemente Sent: Wednesday, October 08, 2008 10:34 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8.: Customize RT at a glance Hi, Is it possible to change the home page "title" displayed (RT at a Glance) to something like "Helpdesk Homepage" ? Is it possible to change the RT 3.8 web console blue color, to some other color? TIA, Filipe Portugal ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
Tom, The 64 bit RPM's would be a big help. This is the first time I have built a 64 bit RT server, and im lost on a few points like this. Thanks a lot for the reply and help! Sean -Original Message- From: Tom Lanyon [mailto:[EMAIL PROTECTED] Sent: Friday, August 01, 2008 1:16 AM To: Sean McCreadie Cc: Graeme Fowler; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI On 24/07/2008, at 8:21 AM, Sean McCreadie wrote: > Thanks everyone for the help on this so far. I was able to get > fastcgi compiled correctly, I think, but when I go to start Apache I > get this error now: > > Stopping httpd:[FAILED] > Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/ > httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/ > FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into > server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 > [FAILED] > > > I followed the Wiki for RHEL4 and the advice in this email trail and > it seemed to work flawlessly until I tried to start the service. > Any input would be greatly appreciated. Thanks again Sean, Looks like you're building 32 bit mod_fastcgi but your system is 64 bit. If on x86_64 bit you should be building mod_fastcgi against /usr/ lib64/httpd, not /usr/lib/httpd. Not familiar with the instructions in the wiki but I built some mod_fastcgi RPMS and wrote a spec file for our CentOS 5 environments. I can provide you with a src RPM and x86_64 RPM for mod_fastcgi-2.4.6 off-list if you need (100k each). Regards, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
Thanks everyone for the help on this so far. I was able to get fastcgi compiled correctly, I think, but when I go to start Apache I get this error now: Stopping httpd:[FAILED] Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 [FAILED] I followed the Wiki for RHEL4 and the advice in this email trail and it seemed to work flawlessly until I tried to start the service. Any input would be greatly appreciated. Thanks again -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Graeme Fowler Sent: Wednesday, July 23, 2008 5:26 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI On Tue, 2008-07-22 at 11:58 -0700, Sean McCreadie wrote: >“ /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such > file or directory yum install glibc-devel Try the compile again - it's nothing to do with the Apache libs, this is a core function you're missing the header file for. Graeme ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
Chaim, Thank you very much for responding so quickly. I did as you said but I was unable to cp /usr/lib/httpd/modules/mod_fastcgi.so as this directory didn't exist on my system. I tried reinstalling httpd and httpd-devel, but it still didn't produce that directory. Any ideas? I'm gonna try some more things tonight when I get home. Thanks again for the help! Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 - Original Message - From: Chaim Rieger <[EMAIL PROTECTED]> To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Sent: Tue Jul 22 12:10:40 2008 Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI sorry for top posting i install rt 3.8 on centos last night in about 2 hours make sure you have httpd-devel installed (this will install apr-utils wget latest fastcgi cp Makefile.AP2 Makefile change top_dir to /usr/lib/httpd in Makefile make make install cp /usr/lib/httpd/modules/mod_fascgi.so to /etc/httpd/modules create a fastcgi.conf file in /etc/httpd/conf.d/ in it should be the LoadModule directive restart httpd let me know if any issues Sean McCreadie wrote: > > Hello, > > I am trying to install RT 3.8 on Centos 5.2 from source. I have been > following the RHEL4 Install Guide on the wiki and trying to make it > work as best I can. Im running into a problem with installing FastCGI, > apparently http-devel build directories are in a different location > than they are in Centos4, and I think the FastCGI makefile needs to > represent this. I editing the makefile to point to /usr/lib/http for > the location of the Apache installation, but im not sure if this is > right. When I type “make” it appears to run and then gives this line: > > “ /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such file > or directory > > mod_fastcgi.c: In function 'open_connection_to_fs': > > mod_fastcgi.c:1083: warning: dereferencing type-punned pointer will > break strict-aliasing rules > > make: *** [mod_fastcgi.slo] Error 1” > > Then when I try: service httpd start I get: > > “Starting httpd: httpd: Syntax error on line 210 of > /etc/httpd/conf/httpd.conf: Syntax error on line 1 of > /etc/httpd/conf.d/FastCGI.conf: Cannot load > /etc/httpd/modules/mod_fastcgi.so into server: > /etc/httpd/modules/mod_fastcgi.so: cannot open shared object file: No > such file or directory” > > I understand its creating the error because the file doesn’t exist, > but Im lost as to what I need to do to correct it. If anyone has any > experience or ideas on this it will be greatly appreciated. Thanks again. > > Sean McCreadie > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -- Chaim Rieger ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
Hello, I am trying to install RT 3.8 on Centos 5.2 from source. I have been following the RHEL4 Install Guide on the wiki and trying to make it work as best I can. Im running into a problem with installing FastCGI, apparently http-devel build directories are in a different location than they are in Centos4, and I think the FastCGI makefile needs to represent this. I editing the makefile to point to /usr/lib/http for the location of the Apache installation, but im not sure if this is right. When I type "make" it appears to run and then gives this line: " /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such file or directory mod_fastcgi.c: In function 'open_connection_to_fs': mod_fastcgi.c:1083: warning: dereferencing type-punned pointer will break strict-aliasing rules make: *** [mod_fastcgi.slo] Error 1" Then when I try: service httpd start I get: "Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: cannot open shared object file: No such file or directory" I understand its creating the error because the file doesn't exist, but Im lost as to what I need to do to correct it. If anyone has any experience or ideas on this it will be greatly appreciated. Thanks again. Sean McCreadie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Reporting Project - Wishlist
I remember an email going out from Jesse back in February regarding a Reporting Tool Project that someone was working on. Jesse had us submit ideas and wish lists. Is there any update on this? Thanks Sean McCreadie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (viaetc/upgrade/3.5.1 script)
I had the same issue several months ago and was never able to get my 3.4 database to upgrade to 3.6. It seemed like the script that was provided was wrong in some way and I could never get it upgraded to the 3.5 schema. Does anyone have any ideas on this? I would love to get my old ticket in use again! Thanks in advance. Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Trenton Taylor Sent: Thursday, April 17, 2008 8:30 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4 (viaetc/upgrade/3.5.1 script) I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via: # command: /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password But I am getting this error: #: Creating database schema. Problem with statement: CREATE TABLE Attachments ( id INTEGER NOT NULL AUTO_INCREMENT, TransactionId integer NOT NULL , Parent integer NOT NULL DEFAULT 0 , MessageId varchar(160) NULL , Subject varchar(255) NULL , Filename varchar(255) NULL , ContentType varchar(80) NULL , ContentEncoding varchar(80) NULL , Content LONGTEXT NULL , Headers LONGTEXT NULL , Creator integer NOT NULL DEFAULT 0 , Created DATETIME NULL , PRIMARY KEY (id) ) TYPE=InnoDB Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database line 220, line 464. Thanks in advance - Trent Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Creating a custom field with multiple values to fill in
Hello, I have some users that would like to have several custom fields created. My problem is that they would like to be able to fill in a lot of info on the ticket about the person who is calling in, including contact name, company name, department, etc. I tried creating many individual CF's with the "enter one value" type, it works but there ends up being so many fields that the ticket screen gets pretty cluttered. Im wondering if there is there any way that I can create a CF in which I can list those attributes needed (company name, etc.) for them to fill out, and it would all be in one field or box? This way the user can just fill in each necessary line in the CF and it will all be in one nice neat area instead of so many individual CF'c. Thanks again inadvance for the help, this mailing list has been amazing. Sean McCreadie IT Support Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is a saved charts list on the home screen possible?
OK I did that and I see that it added the chart to the at a glance. The only problem is that the chart is displayed on the home screen as well. I can collapse the chart but I can only view it on the home screen. I see that it gets automatically added to my "saved searches" column, which is an add-on from the wiki, but when I click on it it takes me to the search page and then I have to scroll to the bottom and open the chart again. I guess its pretty good this way but I would really like to be able to have a link on the home page that would take me directly to the chart. Thanks everyone for all the help! I really like RT, it's a great tool. Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steve Holmes Sent: Wednesday, February 06, 2008 1:41 PM To: RT Lists Cc: Sean McCreadie; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Is a saved charts list on the home screen possible? On 3.6.3: Do a search and create a chart. At the bottom save the chart. Then go back to your at a glance page and click 'Edit' in either of the two scrolling menus on the left find your saved chart and select it and copy it over the to box on the right by clicking on the arrow. scroll down to the bottom of the page and click save. That should do it. Steve. On Feb 6, 2008 3:05 PM, RT Lists <[EMAIL PROTECTED]> wrote: Hi Sean, Did you have any luck with this? I thought it was a great idea, but after poking around on my 3.6.6 instance I haven't been able to determine how it's done. Thanks! -Matt On 2/5/08, Sean McCreadie <[EMAIL PROTECTED]> wrote: Im running 3.6.6, the latest version, I must be missing it, ill try again today. Thanks for the feedback. -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, February 05, 2008 11:40 AM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Is a saved charts list on the home screen possible? On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote: > I recently created the saved search list that is outlined in the wiki, > and its working great. I have it added to my users home screens and > they use it to view individual searches that they have created. What im > hoping for now is to be able to do something similar with saved charts. > I noticed that when you run a search, at the bottom of the show results > screen there is an option to create a bar or pie chart with the search > data. My managers really like this tool and they want me to create a > saved charts section that can be put on the home screen summary, just > like the saved searches. When I try to save the chart using the save > feature at the bottom, it just adds it into the saved searches and when > you click on it, it just shows the search and not direct to the chart. > Has anyone explored this? Thanks > > What version of RT? Recent versions certainly do let you put saved charts on the homepage > > > > Sean McCreadie > > Canyon Partners, LLC > > 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- We who are strong ought to put up with the failings of the weak, and not to please ourselves. Each of us must please our neighbor for the good purpose of building up the neighbor. -Romans 15:1 Human beings are perhaps never more frightening than when they are convinced beyond doubt that they are right. -Laurens van der Post, explorer and writer (1906-1996) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is a saved charts list on the home screen possible?
Im running 3.6.6, the latest version, I must be missing it, ill try again today. Thanks for the feedback. -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, February 05, 2008 11:40 AM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Is a saved charts list on the home screen possible? On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote: > I recently created the saved search list that is outlined in the wiki, > and its working great. I have it added to my users home screens and > they use it to view individual searches that they have created. What im > hoping for now is to be able to do something similar with saved charts. > I noticed that when you run a search, at the bottom of the show results > screen there is an option to create a bar or pie chart with the search > data. My managers really like this tool and they want me to create a > saved charts section that can be put on the home screen summary, just > like the saved searches. When I try to save the chart using the save > feature at the bottom, it just adds it into the saved searches and when > you click on it, it just shows the search and not direct to the chart. > Has anyone explored this? Thanks > > What version of RT? Recent versions certainly do let you put saved charts on the homepage > > > > Sean McCreadie > > Canyon Partners, LLC > > 310 858 4288 > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Calendar pop up for all date fields
Hello, Im running RT 3.6.6 and I really like the built in calendar pop up for the date fields. However, for some reason a few of the date fields are missing it, like the date fields in the reports section. I tried to look at the code for the existing pop up sand mimic it in the other ones, but I am unable to see where this is happening. Has anyone ran across this? Has anyone added this to all the date fields? Thanks Sean McCreadie Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Is a saved charts list on the home screen possible?
I recently created the saved search list that is outlined in the wiki, and its working great. I have it added to my users home screens and they use it to view individual searches that they have created. What im hoping for now is to be able to do something similar with saved charts. I noticed that when you run a search, at the bottom of the show results screen there is an option to create a bar or pie chart with the search data. My managers really like this tool and they want me to create a saved charts section that can be put on the home screen summary, just like the saved searches. When I try to save the chart using the save feature at the bottom, it just adds it into the saved searches and when you click on it, it just shows the search and not direct to the chart. Has anyone explored this? Thanks Sean McCreadie Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker
Todd, I changed the permissions back to the way they were before the upgrade and everything is working! Thanks - Original Message - From: Todd Chapman <[EMAIL PROTECTED]> To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Sent: Mon Jan 28 08:39:49 2008 Subject: Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker Sean, The upgrade changed permissions on the directory where that config file is stored. Loosen up the permissions a bit and things will start working. -Todd On 1/23/08, Sean McCreadie <[EMAIL PROTECTED]> wrote: Hello, I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to work with no issues until I tried to go to the webpage in a browser. I got the error pasted below. I have Asset Tracker working great on 3.6.5 and it looks like this was the issue with the upgrade. Does anyone know why it is throwing this error? Thanks in advance. Sean System error error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6.5 Clickable links
I just saw this post and thought it would be a good idea, got it working no sweat on 3.6.6 following the instructions on the wiki http://wiki.bestpractical.com/view/ClickableLinks Thanks everyone. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Toby Darling Sent: Monday, January 28, 2008 2:58 AM To: [EMAIL PROTECTED] Subject: Re: [rt-users] 3.6.5 Clickable links Working for me - 3.6.1, no 'porting' required. Mathew Snyder wrote: > I looked up how to make links clickable and found the information on the wiki. > However, all of the listed options indicate older versions of RT. Has anyone > ported any of these solutions to the 3.6 branch and had them work? > > Mathew LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker
Thanks for the tip! It was the permissions on the AT_Config.pm and AT_Siteconfig.pm files that was changed. I fixed it and the RT page loaded right up. Thanks again. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ruslan Zakirov Sent: Friday, January 25, 2008 5:21 PM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker Two possible reasons that it can not find file /opt/rt3/etc/AssetTracker/AT_Config.pm 1) no such file 2) permissions may be something else, but these are the most common On Jan 23, 2008 6:36 PM, Sean McCreadie <[EMAIL PROTECTED]> wrote: > > > > > Hello, > > > > I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to > work with no issues until I tried to go to the webpage in a browser. I got > the error pasted below. I have Asset Tracker working great on 3.6.5 and it > looks like this was the issue with the upgrade. Does anyone know why it is > throwing this error? Thanks in advance. > > > > Sean > > > > System error > > > error: > > Error during compilation of > /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: > Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: > /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 > /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 > /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 > /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 > /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 > /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RTx/AssetTracker.pm line 68. > > Stack: > [/opt/rt3/lib/RTx/AssetTracker.pm:68] > [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] > [/opt/rt3/share/html/Elements/Callback:85] > [/opt/rt3/share/html/autohandler:270] > > > context: > > > ... > > > code stack: > > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 > /opt/rt3/share/html/Elements/Callback:85 > /opt/rt3/share/html/autohandler:270 > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker
Hello, I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to work with no issues until I tried to go to the webpage in a browser. I got the error pasted below. I have Asset Tracker working great on 3.6.5 and it looks like this was the issue with the upgrade. Does anyone know why it is throwing this error? Thanks in advance. Sean System error error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [Junk released by User action] Re: [rt-users] Disable Auto replymessage for a group
OK it works now! Thanks everyone for all the help with this, I was able
to get it to send the Autoreply only to regular users and not my
Helpdesk group by using the code supplied below. Mine looks like this:
if ( $self->TransactionObj->Type eq "Create" ) {
my @HelpDeskMembersEmails =
("[EMAIL PROTECTED]","[EMAIL PROTECTED]","[EMAIL PROTECTED]
om");
my $requestor = $self->TicketObj->RequestorAddresses();
if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails)
{
return undef;
}
return 1;
}
Thanks again to everyone that helped on this!
Sean
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Emmanuel
Lacour
Sent: Thursday, January 17, 2008 9:18 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [Junk released by User action] Re: [rt-users] Disable Auto
replymessage for a group
On Thu, Jan 17, 2008 at 08:48:45AM -0800, Sean McCreadie wrote:
> Kenn,
>
> Thanks for the tip on those actions, I didn't think about that before.
> I guess im still a little stuck on this because I need to be able to
> disable the Autoreply action for only those members of my RT group
> called "Helpdesk" and still have it work for all the unprivileged
users.
> Gene replied with a way to check group membership in a custom
condition,
> I think this is the way to go, but I can't seem to get the syntax
right
> to get it to work. Maybe there is a way to write in a custom
condition
> to return undef if the requestor is a privileged user? Perhaps I can
> just list all the email addresses of the members of my helpdesk group
in
> the custom condition? , as there are only about 10 members. I was
able
> to get it to work for one email address (I pasted the code in the
> original post) but I couldn't figure out how ot list several
addresses.
> Thanks again for all the help on this, I have learned a lot so far off
> this mailing list and hope to contribute more as I get more experience
> with RT.
>
Once you have an array with your helpdesk users emails, uses something
like this:
if ( $self->TransactionObj->Type eq "Create" )
{
my @HelpDeskMembersEmails = FIXME;
my $requestor = $self->TicketObj->RequestorAddresses();
if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails)
{
return undef;
}
}
return 1;
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
RE: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group
Kenn,
Thanks for the tip on those actions, I didn't think about that before.
I guess im still a little stuck on this because I need to be able to
disable the Autoreply action for only those members of my RT group
called "Helpdesk" and still have it work for all the unprivileged users.
Gene replied with a way to check group membership in a custom condition,
I think this is the way to go, but I can't seem to get the syntax right
to get it to work. Maybe there is a way to write in a custom condition
to return undef if the requestor is a privileged user? Perhaps I can
just list all the email addresses of the members of my helpdesk group in
the custom condition? , as there are only about 10 members. I was able
to get it to work for one email address (I pasted the code in the
original post) but I couldn't figure out how ot list several addresses.
Thanks again for all the help on this, I have learned a lot so far off
this mailing list and hope to contribute more as I get more experience
with RT.
Sean
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kenneth
Crocker
Sent: Wednesday, January 16, 2008 9:55 AM
To: Sean McCreadie
Cc: rt-users@lists.bestpractical.com
Subject: [Junk released by User action] Re: [rt-users] Disable Auto
reply message for a group
Sean,
Try changing the action from "Autoreply" to "Notify". That
way the
person creating the ticket will not get an email but everyone else on
the list will. In fact, that is the only difference between an
"Autoreply" action and a "Notify" action. The notify action assumes that
since you're the one doing the creating, you do not need to be bothered
by an email but sends one to everyone else, whereas an "Autoreply" nails
evryone on the list, period. Good Luck.
Kenn
LBNL
On 1/15/2008 11:05 PM, Sean McCreadie wrote:
> Hello,
>
>
>
> I've been looking through the wiki and mailing lists trying to find a
> solution to this with no success. I'm sure it's very simple, I'm just
> new to this. I need to disable the default Auto reply scrip for only
my
> Helpdesk team, that way all the unprivileged users will still receive
> the Auto reply, but not the HelpDesk team when they create a ticket.
I
> tried adding this custom condition to the default scrip and was able
to
> disable it for one email address, but im hoping there is an easy way
to
> check group membership. Thanks in advance for all the help.
>
>
>
> if ( $self->TransactionObj->Type eq "Create" &&
>
> $self->TicketObj->RequestorAddresses() =~
/[EMAIL PROTECTED]/
>
> {
>
> return undef;
>
> } else {
>
> return 1;
>
>
>
>
>
>
>
> Sean McCreadie
>
> IT Support
>
> Canyon Partners, LLC
>
> 310 858 4288
>
>
>
>
>
>
> ___
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>
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>
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RE: [rt-users] Disable Auto reply message for a group
Stephen,
Thank you for getting back to me on this, yes I did set the condition to
user defined and I was able to get the scrip to work in that it will not
Autoreply to the the one email address I specify. I would like to be
able to have it not send the Autoreply to an entire group but I don't
know how to write the code for that. I tried to list all the email
addresses in my helpdesk group individually and wasn't able to get that
going either, I know its just a syntax error. Thanks for the debugging
bit also.
Sean
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Stephen
Turner
Sent: Wednesday, January 16, 2008 6:41 AM
To: Sean McCreadie; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Disable Auto reply message for a group
At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote:
>Hello,
>
>I've been looking through the wiki and mailing lists trying to find
>a solution to this with no success. I'm sure it's very simple, I'm
>just new to this. I need to disable the default Auto reply scrip
>for only my Helpdesk team, that way all the unprivileged users will
>still receive the Auto reply, but not the HelpDesk team when they
>create a ticket. I tried adding this custom condition to the
>default scrip and was able to disable it for one email address, but
>im hoping there is an easy way to check group membership. Thanks in
>advance for all the help.
>
>if ( $self->TransactionObj->Type eq "Create" &&
> $self->TicketObj->RequestorAddresses() =~
/[EMAIL PROTECTED]/
>{
> return undef;
>} else {
> return 1;
>
Sean,
1. Did you also set the Condition drop-down entry to 'User defined' ?
2. Check the RT log for error messages.
3. Also, to help debug, you can put this kind of thing in the code:
$RT::Logger->debug("Email is from Help Desk" );
these messages show up in the log.
Steve
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[rt-users] Disable Auto reply message for a group
Hello,
I've been looking through the wiki and mailing lists trying to find a
solution to this with no success. I'm sure it's very simple, I'm just
new to this. I need to disable the default Auto reply scrip for only my
Helpdesk team, that way all the unprivileged users will still receive
the Auto reply, but not the HelpDesk team when they create a ticket. I
tried adding this custom condition to the default scrip and was able to
disable it for one email address, but im hoping there is an easy way to
check group membership. Thanks in advance for all the help.
if ( $self->TransactionObj->Type eq "Create" &&
$self->TicketObj->RequestorAddresses() =~ /[EMAIL PROTECTED]/
{
return undef;
} else {
return 1;
Sean McCreadie
IT Support
Canyon Partners, LLC
310 858 4288
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[rt-users] Side-by-side ticket screen for RT 3.6.5
=> loc("If you've updated anything above, be sure to"),
color => "#99" &>
<%INIT>
my $Ticket = LoadTicket($id);
my $CanRespond = 0;
my $CanComment = 0;
$CanRespond = 1 if ( $Ticket->CurrentUserHasRight('ReplyToTicket') or
$Ticket->CurrentUserHasRight('ModifyTicket') );
$CanComment = 1 if ( $Ticket->CurrentUserHasRight('CommentOnTicket') or
$Ticket->CurrentUserHasRight('ModifyTicket') );
$m->comp('/Elements/Callback', TicketObj => $Ticket, ARGSRef => \%ARGS);
my (@wresults, @results, @dresults, @lresults, @cf_results);
unless ($OnlySearchForPeople) {
# There might be two owners.
if ( ref ($ARGS{'Owner'} )) {
my @owners [EMAIL PROTECTED]'Owner'}};
delete $ARGS{'Owner'};
foreach my $owner(@owners){
$ARGS{'Owner'} = $owner unless ($Ticket->OwnerObj->id ==
$owner);
}
}
@wresults = ProcessTicketWatchers( TicketObj => $Ticket, ARGSRef =>
\%ARGS);
@cf_results = ProcessObjectCustomFieldUpdates( Object => $Ticket,
ARGSRef => \%ARGS);
@dresults = ProcessTicketDates( TicketObj => $Ticket, ARGSRef =>
\%ARGS);
@lresults = ProcessTicketLinks( TicketObj => $Ticket, ARGSRef =>
\%ARGS);
if ($ARGS{'UpdateAttachment'}) {
my $subject = "$ARGS{'UpdateAttachment'}";
# since CGI.pm deutf8izes the magic field, we need to add it
back.
Encode::_utf8_on($subject);
# strip leading directories
$subject =~ s#^.*[\\/]##;
my $attachment = MakeMIMEEntity(
Subject => $subject,
Body=> "",
AttachmentFieldName => 'UpdateAttachment'
);
delete $ARGS{'UpdateAttachment'};
$ARGS{'UpdateAttachments'}->{ $subject } = $attachment;
}
$ARGS{'UpdateContent'} =~ s/\r+\n/\n/g if $ARGS{'UpdateContent'};
if ($ARGS{'UpdateAttachments'} || ( $ARGS{'UpdateContent'} &&
$ARGS{'UpdateContent'} ne "-- \n" .
$session{'CurrentUser'}->UserObj->Signature)) {
ProcessUpdateMessage(TicketObj => $Ticket,
ARGSRef=>\%ARGS, Actions=>[EMAIL PROTECTED]);
}
@results = ProcessTicketBasics( TicketObj => $Ticket, ARGSRef =>
\%ARGS);
}
push @results, @wresults;
push @results, @dresults;
push @results, @lresults;
push @results, @cf_results;
# undef so that TransactionBatch scrips run and update the ticket
$Ticket = undef;
$Ticket = LoadTicket($id);
# If they've gone and moved the ticket to somewhere they can't see,
etc...
# TODO: display the results, even if we can't display the ticket.
unless ($Ticket->CurrentUserHasRight('ShowTicket')) {
Abort("No permission to view ticket");
}
<%ARGS>
$OnlySearchForPeople => undef
$UserField => undef
$UserOp => undef
$UserString => undef
$id => undef
4) Edit/create local/html/Ticket/Elements/Tabs, and add this line:
_B => { title => loc('Side-by-Side'),
path => "Ticket/ModifyAllHistory.html?id=" . $id, },
5) Create /local/html/Tickets/Elements/ShowHistory (copy from
/share/html...) and edit the line:
From:
$URIFile => $RT::WebPath."/Ticket/Display.html"
To Read:
$URIFile => $RT::WebPath."/Ticket/ModifyAllHistory.html"
Sean McCreadie
IT Support
Canyon Partners, LLC
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[rt-users] MergeUsers Patch question
I installed the MergeUsers Extension from Jesse and then I noticed the patch that Dirk has put up on the mailing list. I tried to run the patch and it didn't work. Im pretty new to this and have never tried to use the patch command before. My question is should I be copying the Modify.html file from /share/html/Admin/Users to the local directory and then running the patch on it? Or does it run on the original file in the share directory? Thanks everyone in advance, im pretty confused on this one. Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Trouble with Article body text wrapping in RTFM 2.2.1
Hello, I just recently installed RTFM 2.2.1 on RT 3.6.5 and so far I love it. The only problem is that it won't wrap the text correctly in the article body display. I know several others have had this issue but I haven't seen a resolution posted for it yet. Any help would be really appreciated. Thanks in advance. Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
