[rt-users] delete post

[Tim Dunphy]

hello,

 How do I delete this post?

 http://lists.bestpractical.com/pipermail/rt-users/2012-February/074874.html

I've already changed the password on my server. But I  still need to get
rid of this if at all possible. Any helpful info would be appreciated.

Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

[rt-users] 10 newest unowned tickets - by queue

[Tim Dunphy]

Hello,

Our RT server is growing. Now other departments are starting to get curious
about our ticketing system and wanting to use it. One common element of all
the RT 'at a glance' pages is the '10 newest unowned tickets' which does
not distinguish as to queue.

 Is there any way to get '10 Newest Unowned Tickets' to display tickets
from a certain queue on 'RT At a glance'? For instance if I belong to the
Operations group and I log into RT is there any way I can see only unowned
tickets from the Operations queue? And for others from other groups see the
same for their corresponding groups and queues?

Thanks,
TIm

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Re: [rt-users] rt instance can't reply

[Tim Dunphy]

I think my problem centers around this part of the logs:

[Fri Feb 22 20:39:02 2013] [info]: <
rt-4.0.10-3716-1361565542-874.2-...@mycompany.com> sent  Cc:
requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)

[Fri Feb 22 20:39:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - Re: [Operations #2] AutoReply: first ticket
(/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)

[Fri Feb 22 20:39:02 2013] [debug]: About to think about scrips for
transaction #160 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173)

[Fri Feb 22 20:39:02 2013] [debug]: Committing scrip #1 on txn #159 of
ticket #2 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)


Thanks,

Tim

On Fri, Feb 22, 2013 at 2:52 PM, Tim Dunphy  wrote:

> Hello,
>
>
> I just recently setup a new RT 4.0.10 instance and it's working great
> except for a certain key point. RT will reply to tickets by email but if
> you try to update the ticket to the 'reply' address you get nothing back.
> But the ticket itself is updated.
>
>  Currently I'm pulling RT's mail from another server with the addresses '
> requ...@mycompany.com', 'request-re...@mycompany.com' and '
> request-comm...@mycompany.com'
>
> All three addresses seem to allow you to update the ticket but
> request-reply and request-comment does not send the user back a reply. The
> addresses are on another mail server and pulled down and into rt by a
> fetchmail client called 'getmail'. That worked really well for my last RT
> server and seems to be doing it's job here as well. Information is getting
> into tickets by email.
>
>  I'm thinking this might be a scrip issue. This is what I see happening in
> the logs when I send to the reply address:
>
>  Precedence: bulk
>
> X-RT-Loop-Prevention: mycompany.com
>
> RT-Ticket: mycompany.com #11
>
> Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)
>
> RT-Originator: tim.dun...@mycompany.com
>
> CC: requ...@mycompany.com
>
> MIME-Version: 1.0
>
> Content-Transfer-Encoding: 8bit
>
> Content-Type: text/plain; charset="utf-8"
>
> X-RT-Original-Encoding: utf-8
> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Got user mail preference 'Individual
> messages' for user 
> requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:665)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Cc:
> line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
> attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Working on mailfield Bcc; recipients
> are  (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Subject: Re: [Operations #11]
> AutoReply: another test to the queue
>
> From: "Tim Dunphy via RT" 
>
> Reply-To: request-re...@mycompany.com
>
> In-Reply-To: 
>
> References: 
>
>  
>
>  
>
> Message-ID: 
>
> Precedence: bulk
>
> X-RT-Loop-Prevention: mycompany.com
>
> RT-Ticket: mycompany.com #11
>
> Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)
>
> RT-Originator: tim.dun...@mycompany.com
>
> CC: requ...@mycompany.com
>
> MIME-Version: 1.0
>
> Content-Transfer-Encoding: 8bit
>
> Content-Type: text/plain; charset="utf-8"
>
> X-RT-Original-Encoding: utf-8
> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Bcc:
> line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
> attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
>
> [Fri Feb 22 19:32:02 2013] [debug]: No recipients found for deferred
> delivery on transaction #108
> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:696)
>
> [Fri Feb 22 19:32:02 2013] [info]: <
> rt-4.0.10-31080-1361561522-380.11-...@mycompany.com> #11/108 - Scrip 6 On
> Correspond Notify Requestors and Ccs
> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
>
> [Fri Feb 22 19:32:02 2013] [info]: <
> rt-4.0.10-31080-1361561522-380.11-...@mycompany.com> sent  Cc:
> requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
> text/plain - Re: [Operations #11] AutoReply: another test to the queue
> (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)
>
> [Fri Feb 22 19

[rt-users] rt instance can't reply

[Tim Dunphy]

Hello,


I just recently setup a new RT 4.0.10 instance and it's working great
except for a certain key point. RT will reply to tickets by email but if
you try to update the ticket to the 'reply' address you get nothing back.
But the ticket itself is updated.

 Currently I'm pulling RT's mail from another server with the addresses '
requ...@mycompany.com', 'request-re...@mycompany.com' and '
request-comm...@mycompany.com'

All three addresses seem to allow you to update the ticket but
request-reply and request-comment does not send the user back a reply. The
addresses are on another mail server and pulled down and into rt by a
fetchmail client called 'getmail'. That worked really well for my last RT
server and seems to be doing it's job here as well. Information is getting
into tickets by email.

 I'm thinking this might be a scrip issue. This is what I see happening in
the logs when I send to the reply address:

 Precedence: bulk

X-RT-Loop-Prevention: mycompany.com

RT-Ticket: mycompany.com #11

Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)

RT-Originator: tim.dun...@mycompany.com

CC: requ...@mycompany.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)

[Fri Feb 22 19:32:02 2013] [debug]: Got user mail preference 'Individual
messages' for user
requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:665)

[Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Cc:
line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)

[Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)

[Fri Feb 22 19:32:02 2013] [debug]: Working on mailfield Bcc; recipients
are  (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)

[Fri Feb 22 19:32:02 2013] [debug]: Subject: Re: [Operations #11]
AutoReply: another test to the queue

From: "Tim Dunphy via RT" 

Reply-To: request-re...@mycompany.com

In-Reply-To: 

References: 

 

 

Message-ID: 

Precedence: bulk

X-RT-Loop-Prevention: mycompany.com

RT-Ticket: mycompany.com #11

Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)

RT-Originator: tim.dun...@mycompany.com

CC: requ...@mycompany.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)

[Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Bcc:
line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)

[Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)

[Fri Feb 22 19:32:02 2013] [debug]: No recipients found for deferred
delivery on transaction #108
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:696)

[Fri Feb 22 19:32:02 2013] [info]: <
rt-4.0.10-31080-1361561522-380.11-...@mycompany.com> #11/108 - Scrip 6 On
Correspond Notify Requestors and Ccs
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)

[Fri Feb 22 19:32:02 2013] [info]: <
rt-4.0.10-31080-1361561522-380.11-...@mycompany.com> sent  Cc:
requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)

[Fri Feb 22 19:32:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - Re: [Operations #11] AutoReply: another test to the queue
(/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)

[Fri Feb 22 19:32:02 2013] [debug]: About to think about scrips for
transaction #109 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173)

[Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #1 on txn #108 of
ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)

[Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #11 on txn #108 of
ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)

[Fri Feb 22 19:32:02 2013] [debug]: Found 0 scrips for TransactionBatch
stage with applicable type(s) Correspond for txn #108 on ticket #11
(/usr/local/rt4/sbin/../lib/RT/Scrips.pm:377)

[Fri Feb 22 19:33:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - Re: [Operations #11] AutoReply: another test to the queue
(/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)

[Fri Feb 22 19:33:02 2013] [critical]: RT Received mail (<
rt-4.0.10-31080-1361561522-380.11-...@mycompany.com>

) from itself. (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1846)

[Fri Feb 22 19:33:02 2013] [crit]: RT thinks this message may be a bounce
(/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:248)

[Fri Feb 22 19:33:02 2013] [error]: Could not record email: Message Bounced
(/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

I was hoping I could get some advice on how to get this to work.

Thanks,
Tim

-

Re: [rt-users] Odd number of elements in anonymous hash error

[Tim Dunphy]

Also this server has 2GB of ram. Generally speaking is that enough to run
RT 4.02 on?

Thanks
tim

On Sat, Jan 26, 2013 at 11:19 AM, Tim Dunphy  wrote:

> Hello List,
>
>  I've been noticing that my RT web server has been running out of memory
> very rapidly lately. And when I restart the web server I see this strange
> RT related message:
>
> [monitor03:~] root% apachectl -t
> Odd number of elements in anonymous hash at
> /usr/local/rt4/sbin/../lib/RT/Config.pm line 1055.
> Odd number of elements in hash assignment at
> /usr/local/rt4/sbin/../lib/RT/Config.pm line 1056.
> Syntax OK
>
> And I was wondering if this message could be related to the unusual level
> of memory that Apache is gobbling up. I know that I have restarted the web
> server several times in the past few months and never seen this message.
> This is new and so is the phenomenon of the web server quickly running out
> of memory. Which is why I surmise they may be related.
>
>
> I know that I have never personally altered the file. It seems to have
> been unchanged since the initial RT install in Oct of 2011:
>
>  48 -rw-r--r-- 1 root bin 45585 Oct 13  2011
> /usr/local/rt4/lib/RT/Config.pm
>
>
> I am not the only one who admins RT in this 24 web shop. But I have made
> some minor tweaks to RT_Site_Config.pm . Most recently I enabled GPG
> settings there. Could any change to RT_Site_Config.pm cause this type of
> message? Or alter RT so that it consumes copious amounts of memory? I
> notice also that when I STOP the web server for a moment or two, I
> instantly have two more gigabytes of memory available.
>
> But then I turn the web server back on and its fine for a few minutes. But
> then RT's performance slows to a crawl and I notice that the web server
> only has 10 MB free.
>
> This is what I see in the RT apache error log:
>
> monitor03:~] root% tail -f /usr/local/rt4/var/log/apache2.error
> [Sat Jan 26 07:07:31 2013] [error] [client 10.40.27.251]
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153
> [Sat Jan 26 07:17:18 2013] [error] [client 10.40.27.251]
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153
> [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] Directory index
> forbidden by Options directive: /usr/local/rt4/share/html
> [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not
> exist: /usr/local/rt4/share/htmlerror
> [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not
> exist: /usr/local/rt4/share/htmlfavicon.ico
> [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not
> exist: /usr/local/rt4/share/htmlfavicon.ico
> [Sat Jan 26 10:34:13 2013] [error] [client 10.75.13.45]
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer:
> http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj
> [Sat Jan 26 10:34:29 2013] [error] [client 10.75.13.45]
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer:
> http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj
> [Sat Jan 26 10:36:03 2013] [error] [client 10.75.13.45]
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer:
> http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj
> [Sat Jan 26 10:45:29 2013] [error] [client 10.40.27.251]
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153
>
>
> Top confirms that apache is the number 1 consumer of memory. It's a
> strange situation and I'd appreciate any advice you might have on how to
> proceed from here.
>
> Thanks
> Tim
>
> --
> GPG me!!
>
> gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
>
>


-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

[rt-users] Odd number of elements in anonymous hash error

[Tim Dunphy]

Hello List,

 I've been noticing that my RT web server has been running out of memory
very rapidly lately. And when I restart the web server I see this strange
RT related message:

[monitor03:~] root% apachectl -t
Odd number of elements in anonymous hash at
/usr/local/rt4/sbin/../lib/RT/Config.pm line 1055.
Odd number of elements in hash assignment at
/usr/local/rt4/sbin/../lib/RT/Config.pm line 1056.
Syntax OK

And I was wondering if this message could be related to the unusual level
of memory that Apache is gobbling up. I know that I have restarted the web
server several times in the past few months and never seen this message.
This is new and so is the phenomenon of the web server quickly running out
of memory. Which is why I surmise they may be related.


I know that I have never personally altered the file. It seems to have been
unchanged since the initial RT install in Oct of 2011:

 48 -rw-r--r-- 1 root bin 45585 Oct 13  2011 /usr/local/rt4/lib/RT/Config.pm


I am not the only one who admins RT in this 24 web shop. But I have made
some minor tweaks to RT_Site_Config.pm . Most recently I enabled GPG
settings there. Could any change to RT_Site_Config.pm cause this type of
message? Or alter RT so that it consumes copious amounts of memory? I
notice also that when I STOP the web server for a moment or two, I
instantly have two more gigabytes of memory available.

But then I turn the web server back on and its fine for a few minutes. But
then RT's performance slows to a crawl and I notice that the web server
only has 10 MB free.

This is what I see in the RT apache error log:

monitor03:~] root% tail -f /usr/local/rt4/var/log/apache2.error
[Sat Jan 26 07:07:31 2013] [error] [client 10.40.27.251]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153
[Sat Jan 26 07:17:18 2013] [error] [client 10.40.27.251]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153
[Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] Directory index
forbidden by Options directive: /usr/local/rt4/share/html
[Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not
exist: /usr/local/rt4/share/htmlerror
[Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not
exist: /usr/local/rt4/share/htmlfavicon.ico
[Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not
exist: /usr/local/rt4/share/htmlfavicon.ico
[Sat Jan 26 10:34:13 2013] [error] [client 10.75.13.45]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer:
http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj
[Sat Jan 26 10:34:29 2013] [error] [client 10.75.13.45]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer:
http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj
[Sat Jan 26 10:36:03 2013] [error] [client 10.75.13.45]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer:
http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj
[Sat Jan 26 10:45:29 2013] [error] [client 10.40.27.251]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153


Top confirms that apache is the number 1 consumer of memory. It's a strange
situation and I'd appreciate any advice you might have on how to proceed
from here.

Thanks
Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Re: [rt-users] RT Command Line

[Tim Dunphy]

Hey Kevin,

That's awesome advice. Thanks, and I'll do that. I built the RT server and
I really like working with it. Looking forward to getting more comfortable
with the command line. I hear it's a bit more limited in what it can do
than the web gui, but what it can do is allow you to process your tickets a
lot faster. And yes we have a lot of them here.

Regards,
Tim

On Thu, Jan 17, 2013 at 5:04 PM, Kevin Falcone wrote:

> On Thu, Jan 17, 2013 at 04:16:27PM -0500, Tim Dunphy wrote:
> >Simple question for you. If I wanted to run the RT command line from
> my local computer (which
> >is a mac), it is necessary to install the full RT first? Or is it
> possible to download the RT
> >CLI separately?
>
> You do not need all of RT, but I'm not aware of a separate packaging
> for bin/rt.  You can scp your.rt.server:/opt/rt4/bin/rt down to your
> Mac and then install the few non-core dependencies that it has (you can
> see them listed around line 65 or so of bin/rt).
>
> If you don't have access to your RT server, you could download the RT
> tarball and take the copy of bin/rt inside it, which is configured to
> use #!/usr/bin/perl.
>
> -kevin
>



-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

[rt-users] RT Command Line

[Tim Dunphy]

Hello list,

 Simple question for you. If I wanted to run the RT command line from my
local computer (which is a mac), it is necessary to install the full RT
first? Or is it possible to download the RT CLI separately?

Thanks
Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Re: [rt-users] GPG support in RT4.2

[Tim Dunphy]

Amazingly helpful. Thank you!

On Thu, Jan 10, 2013 at 12:51 PM, Ruslan Zakirov wrote:

> On Thu, Jan 10, 2013 at 5:28 PM, Tim Dunphy  wrote:
> > Thanks again for the advise. I actually wan't the one who compiled this
> > installation of RT. I inherited from the guy before me. Is there any way
> to
> > tell if it already was compiled with GPG support? I'm not sure if I'm
> > assuming correctly that the fact that I see GPG options in the
> > RT_Site_Config.pm means that it actually has it.
>
> /opt/rt4/sbin/rt-test-dependencies --help
>
>
> >
> > Tim
> >
> >
> > On Thu, Jan 10, 2013 at 8:13 AM, Ruslan Zakirov 
> > wrote:
> >>
> >> On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy 
> wrote:
> >> > Coll thank you, will do. Thought I needed a cpan module, but I'm happy
> >> > that
> >> > I won't!
> >>
> >> You will need. Rerun RT's ./configure with gpg flags and run `make
> >> testdeps` to make sure everything required is installed.
> >>
> >> > On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov <
> r...@bestpractical.com>
> >> > wrote:
> >> >>
> >> >> On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy 
> >> >> wrote:
> >> >> > Hello,
> >> >> >
> >> >> >  How can I get GPG support in RT 4.2? I've tried a few modules but
> >> >> > they
> >> >> > are
> >> >> > all for earlier version of RT. I've also search CPAN and so far
> >> >> > there's
> >> >> > nothing current.
> >> >>
> >> >> GPG support is in RT core since RT 3.8. Read config and references in
> >> >> there.
> >> >>
> >> >> > Thanks
> >> >> > Tim
> >> >> >
> >> >> > --
> >> >> > GPG me!!
> >> >> >
> >> >> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
> >> >> >
> >> >>
> >> >>
> >> >>
> >> >> --
> >> >> Best regards, Ruslan.
> >> >
> >> >
> >> >
> >> >
> >> > --
> >> > GPG me!!
> >> >
> >> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
> >> >
> >>
> >>
> >>
> >> --
> >> Best regards, Ruslan.
> >
> >
> >
> >
> > --
> > GPG me!!
> >
> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Re: [rt-users] GPG support in RT4.2

[Tim Dunphy]

Thanks again for the advise. I actually wan't the one who compiled this
installation of RT. I inherited from the guy before me. Is there any way to
tell if it already was compiled with GPG support? I'm not sure if I'm
assuming correctly that the fact that I see GPG options in the
RT_Site_Config.pm means that it actually has it.

Tim

On Thu, Jan 10, 2013 at 8:13 AM, Ruslan Zakirov wrote:

> On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy  wrote:
> > Coll thank you, will do. Thought I needed a cpan module, but I'm happy
> that
> > I won't!
>
> You will need. Rerun RT's ./configure with gpg flags and run `make
> testdeps` to make sure everything required is installed.
>
> > On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov 
> > wrote:
> >>
> >> On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy 
> wrote:
> >> > Hello,
> >> >
> >> >  How can I get GPG support in RT 4.2? I've tried a few modules but
> they
> >> > are
> >> > all for earlier version of RT. I've also search CPAN and so far
> there's
> >> > nothing current.
> >>
> >> GPG support is in RT core since RT 3.8. Read config and references in
> >> there.
> >>
> >> > Thanks
> >> > Tim
> >> >
> >> > --
> >> > GPG me!!
> >> >
> >> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
> >> >
> >>
> >>
> >>
> >> --
> >> Best regards, Ruslan.
> >
> >
> >
> >
> > --
> > GPG me!!
> >
> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Re: [rt-users] GPG support in RT4.2

[Tim Dunphy]

Coll thank you, will do. Thought I needed a cpan module, but I'm happy that
I won't!

On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov wrote:

> On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy  wrote:
> > Hello,
> >
> >  How can I get GPG support in RT 4.2? I've tried a few modules but they
> are
> > all for earlier version of RT. I've also search CPAN and so far there's
> > nothing current.
>
> GPG support is in RT core since RT 3.8. Read config and references in
> there.
>
> > Thanks
> > Tim
> >
> > --
> > GPG me!!
> >
> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

[rt-users] can't compile RT CPAN modules

[Tim Dunphy]

I find it perplexing that I cannot seem to compile ANY CPAN module relating
to rt4. I've tried many and have met with the same frustrations

Basically this is what occurs.

[monitor03:~/RT-Crypt-SMIME-0.23] root% perl Makefile.PL Cannot determine
perl version info from lib/RT/Crypt/SMIME.pm Cannot find the location of
RT.pm that defines $RT::LocalPath in: inc
+/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/p
+erl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor
+_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8. +8
/usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thre
+ad-multi /usr/lib/perl5/5.8.8 . /opt/rt4/lib /opt/lib/rt4 /opt/rt3/li +b
/opt/lib/rt3 /opt/lib /usr/local/rt4/lib /usr/local/lib/rt4 /usr/lo
+cal/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt4/lib /home/lib
+/rt4 /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt4/lib /usr/lib/rt4
+/usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt4/lib /sw/lib/rt4 /sw/rt3/li +b
/sw/lib/rt3 /sw/lib Path to directory containing your RT.pm:
/usr/local/rt4/lib


This happens for any perl module I try to compile for RT4. I'm giving the
modules the exact location of the RT.pm just the way it is asking:

[monitor03:/usr/local/rt4/etc] root% ls -l /usr/local/rt4/lib/RT.pm
-rw-r--r-- 1 root bin 21802 Oct 13 2011 /usr/local/rt4/lib/RT.pm


But for some reason the modules don't recognize this RT.pm even tho it
seems like the logical choice.

[monitor03:/usr/local/rt4/etc] root% locate RT.pm
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/RR/
+CERT.pm
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/RR/
+RT.pm /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/RT.pm
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/R
+R/CERT.pm
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/R
+R/RT.pm /usr/local/rt4/lib/RT.pm /usr/local/src/rt-4.0.2/lib/RT.pm



Basically it just loops the same question 3 times and then quits. It's
driving me daft! Can anyone help?


[monitor03:~/RT-Crypt-SMIME-0.23] root% perl Makefile.PL
Cannot determine perl version info from lib/RT/Crypt/SMIME.pm
Cannot find the location of RT.pm that defines $RT::LocalPath in: inc
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .
/opt/rt4/lib /opt/lib/rt4 /opt/rt3/lib /opt/lib/rt3 /opt/lib
/usr/local/rt4/lib /usr/local/lib/rt4 /usr/local/rt3/lib /usr/local/lib/rt3
/usr/local/lib /home/rt4/lib /home/lib/rt4 /home/rt3/lib /home/lib/rt3
/home/lib /usr/rt4/lib /usr/lib/rt4 /usr/rt3/lib /usr/lib/rt3 /usr/lib
/sw/rt4/lib /sw/lib/rt4 /sw/rt3/lib /sw/lib/rt3 /sw/lib
Path to directory containing your RT.pm:  /usr/local/rt4/lib
Cannot find the location of RT.pm that defines $RT::LocalPath in: inc
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .
/opt/rt4/lib /opt/lib/rt4 /opt/rt3/lib /opt/lib/rt3 /opt/lib
/usr/local/rt4/lib /usr/local/lib/rt4 /usr/local/rt3/lib /usr/local/lib/rt3
/usr/local/lib /home/rt4/lib /home/lib/rt4 /home/rt3/lib /home/lib/rt3
/home/lib /usr/rt4/lib /usr/lib/rt4 /usr/rt3/lib /usr/lib/rt3 /usr/lib
/sw/rt4/lib /sw/lib/rt4 /sw/rt3/lib /sw/lib/rt3 /sw/lib /usr/local/rt4/lib
/usr/local/rt4/lib/rt3/lib /usr/local/rt4/lib/lib/rt3 /usr/local/rt4/lib/lib
Path to directory containing your RT.pm:  /usr/local/rt4/lib
Cannot find the location of RT.pm that defines $RT::LocalPath in: inc
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .
/opt/rt4/lib /opt/lib/rt4 /opt/rt3/lib /opt/lib/rt3 /opt/lib
/usr/local/rt4/lib /usr/local/lib/rt4 /usr/local/rt3/lib /usr/local/lib/rt3
/usr/local/lib /home/rt4/lib /home/lib/rt4 /home/rt3/lib /home/lib/rt3
/home/lib /usr/rt4/lib /usr/lib/rt4 /usr/rt3/lib /usr/lib/rt3 /usr/lib
/sw/rt4/lib /sw/lib/rt4 /sw/rt3/lib /sw/lib/rt3 /sw/lib /usr/local/rt4/lib
/usr/local/rt4/lib/rt3/lib /usr/local/rt4/lib/lib/rt3
/usr/local/rt4/lib/lib /usr/local/rt4/lib /usr/local/rt4/lib/rt3/lib
/usr/local/rt4/lib/lib/rt3 /usr/local/rt4/lib/lib
Path to directory containing your RT.pm:  /usr/local/rt4/lib
Cannot find the location of RT.pm that defines $RT::LocalPath in: inc
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/per

[rt-users] have RT cc' all included

[Tim Dunphy]

Hello List,

Right now with our RT system,  the auto-replies generated only go back to
the sender and not the people cc'd.  Can this be changed so that the
auto-replies include anyone cc'd? If so, how can this be done?

Thanks
Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

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

[rt-users] correcting users annoying behavior

[Tim Dunphy]

Hello,

 We have an RT server at our company that is growing in popularity. Other
depts are starting to use it and the RT is starting to process more and
more tickets. We live in a very big production house that gets very busy
and has 'crisis' moments at least a few times week. During such 'crises'
users tend to respond to RT tickets by putting the rt-reply address in the
CC: field of the email. The email thread could then go on for another 20 to
30 emails or so, each generating a new ticket because RT is in the CC:
field and not the TO: field.

 I'm not very optimistic of my chances of walking up to each and every user
and wagging my finger in their face to correct the proper RT behavior of
leaving RT in the 'TO' field and not the CC' field. So my question to you,
dear listers, is is there any way to handle this situation on the RT side?
A plugin or setting that gets RT to NOT create a new ticket if it receives
mail by way of the CC line of the email?

 Another annoying behavior we're trying to correct is employees forgetting
that they have tickets! Is there any way to get RT to email a reminder to
the owner of a ticket after X amount of time has passed on a ticket with no
activity?

Thanks
Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B


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

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

[rt-users] limit group view

[Tim Dunphy]

hello,

I have a simple question. How do I limit an RT group so that it can only
see it's own queue and dashboard?

Thanks
Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B


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

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

[rt-users] max_allowed_packet error

[Tim Dunphy]

Hello,

 We have a user searching for tickets on our RT system. This is the email
from the user:

 I was trying to look for a ticket to see if I had put one in on that

subject before, but I keep getting this error, so I have no idea if all

my tickets are coming up.




http://rt.mydomain.com/helpdesk/Search/Build.html



DBD::mysql::st execute failed: Got a packet bigger than

'max_allowed_packet' bytes at

/usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm line 67.


And when I look in the logs this is what I see:


[Sat Jul  7 05:49:29 2012] [warning]: DBD::mysql::st execute failed: Got a
packet bigger than 'max_allowed_packet' bytes at
/usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm line 67.
(/usr/lib/perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm:67)


We're using RT 4.0.2

 Other important info:

Server: CentOS release 5.7 (Final)
Perl: v5.8.8 built for x86_64-linux-thread-multi

I'd appreciate any advice yo may have on how to correct this problem.

Thanks!
Tim


-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B


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] Queue not found scrip error

[Tim Dunphy]

Hi there

> Probably Scrips have wrong id of queue in the table. Check with SQL.

Thanks I'll check that!

Best!
Tim

On Mon, Jul 2, 2012 at 1:46 PM, Ruslan Zakirov 
wrote:
> Hi,
>
> Probably Scrips have wrong id of queue in the table. Check with SQL.
>
> On Sun, Jul 1, 2012 at 7:23 PM, Tim Dunphy  wrote:
>> Hello,
>>
>>  I'm having an unusual problem with our RT server. When I go to select
>> the scrips belonging to one of our queues I get an error stating
>> "Queue foo not found" where 'foo' is a queue number from 1 to 13.
>> Someone it seems that the scips in this queue must have been deleted.
>> Would it be possible to restore the scrips, somehow? Sadly I don't
>> have a recent backup of the RT database. The global scrips seem to be
>> intact.
>>
>> Thanks
>> Tim
>>
>>
>> --
>> GPG me!!
>>
>> gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
>
>
>
> --
> Best regards, Ruslan.



-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

[rt-users] Queue not found scrip error

[Tim Dunphy]

Hello,

 I'm having an unusual problem with our RT server. When I go to select
the scrips belonging to one of our queues I get an error stating
"Queue foo not found" where 'foo' is a queue number from 1 to 13.
Someone it seems that the scips in this queue must have been deleted.
Would it be possible to restore the scrips, somehow? Sadly I don't
have a recent backup of the RT database. The global scrips seem to be
intact.

Thanks
Tim


-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

[rt-users] notify requester - ticket taken

[Tim Dunphy]

hello,

We have an rt4 server that's been working quite well for about a year
in our organization. However I have just been asked to find out how to
get RT to send email notifications to requestors when RT assigns a
ticket to someone. I'm thinking that there might be a template I can
edit that would do this. Does anyone have a suggestion on how best to
accomplish this? Apologies if this is a rather basic question.

Thanks
Tim
-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

[rt-users] no auto reply

[Tim Dunphy]

hello,

 We have an RT queue setup from an automated monitoring system.
There's no point in sending return emails to the originating address
as the 'reply-to' address is invalid and will generate a bounce. Is
there any way to have RT not send a reply at all and just add a ticket
to the queue?

Thanks
Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Re: [rt-users] rt creating multiple tickets

[Tim Dunphy]

Hi Guys,

Thanks for your replies. One thing that I should probably mention is
that the machine that I'm using to run RT on only has 2GB of physical
memory. I don't know how much RT 4.0.2 requires but I've noticed that
it appears to be running slowly and I wonder if this could be
contributing to the issue.

 Here's what I find in my mail logs relating to the multiple ticket creation:


[sysmail01:/data/home/dunphy] root% grep "mdticket" /var/log/syslog |
grep -v -i imap
Apr 17 15:22:00 sysmail01 postfix/local[4690]: [ID 197553 mail.info]
7F021352CE: to=,
orig_to=, relay=local, delay=4,
delays=0.13/0/0/3.8, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 15:22:18 sysmail01 postfix/local[2964]: [ID 197553 mail.info]
545BD352D2: to=,
orig_to=, relay=local, delay=4, delays=0.02/0/0/4,
dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail)

Apr 17 19:58:39 sysmail01 postfix/local[18653]: [ID 197553 mail.info]
BED741740D: to=,
orig_to=, relay=local, delay=5.1,
delays=0.16/0/0/4.9, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:01:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info]
895E817427: to=,
orig_to=, relay=local, delay=4.3,
delays=0.14/0/0/4.1, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:11 sysmail01 postfix/local[18659]: [ID 197553 mail.info]
8EDCE17433: to=,
orig_to=, relay=local, delay=5.1,
delays=0.01/0/0/5.1, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:12 sysmail01 postfix/local[19478]: [ID 197553 mail.info]
4CB4E17435: to=,
orig_to=, relay=local, delay=4.6,
delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info]
55A0117437: to=,
orig_to=, relay=local, delay=6.9,
delays=0.01/2.4/0/4.6, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:17 sysmail01 postfix/local[18653]: [ID 197553 mail.info]
1E3DE17439: to=,
orig_to=, relay=local, delay=5,
delays=0.01/0.81/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:20 sysmail01 postfix/local[18659]: [ID 197553 mail.info]
763341743B: to=,
orig_to=, relay=local, delay=7,
delays=0.02/2.8/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:21 sysmail01 postfix/local[19478]: [ID 197553 mail.info]
2B4391743D: to=,
orig_to=, relay=local, delay=4.6,
delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:24 sysmail01 postfix/local[19445]: [ID 197553 mail.info]
E51121743F: to=,
orig_to=, relay=local, delay=5.7,
delays=0.01/1.5/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:25 sysmail01 postfix/local[18653]: [ID 197553 mail.info]
22BAC17441: to=,
orig_to=, relay=local, delay=5.8,
delays=0.01/1.6/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)


We're actually processing mail on another machine due to weird
firewall restrictions at our our company.

I'm using a fetchmail clone that's known as 'getmail' in a script on
the RT box to retrieve mail via IMAP SSL on the mail server:


The script is very simple and has a bunch of lines corresponding to
various RT accounts that look like the following:

[rt@monitor03 ~]$ cat bin/rtmail
#!/bin/bash
/usr/bin/getmail --rcfile /home/rt/.getmail/rtcorrespond --rcfile
/home/rt/.getmail/rtcomment --rcfile /home/rt/.getmail/rtreply


I'm not sure if I've provided enough info here for you to go on, but
I'm hoping this might shed some light on what might be causing this.

Thank you,
Tim

On Wed, Apr 18, 2012 at 9:34 AM, Ruslan Zakirov  wrote:
> On Wed, Apr 18, 2012 at 17:02, Tim Dunphy  wrote:
>> System:
>> RT version         4.0.2
>> Apache version     2.2.3
>> MySQL version      5.0.77
>> CentOS version     5.7
>> Kernel version     2.6.18-194.el5  (64-bit)
>>
>>
>> Hello list,
>>
>> I am writing to you today regarding an unusual issue we are having
>> with our RT server.
>>
>> Where on occasion, if a user sends in a ticket to the system it will
>> create multiple tickets
>> from the one email.
>>
>> Example:
>>
>> 357     FW: FTP info    Media Delivery  new     12 hours ago    Take
>> 356     FW: FTP info    Media Delivery  new     12 hours ago    Take
>> 354     FW: FTP info    Media Delivery  new     12 hours ago    Take
>> 353     FW: FTP info    Media Delivery  new     12 hours ago    Take
>>
>>
>> At first it seemed that RT might have been spitting out multiple email
>> responses from the
>> same ticket. But instead what appears to be happening is that one
>> email can generate up
>> to

[rt-users] rt creating multiple tickets

[Tim Dunphy]

System:
RT version 4.0.2
Apache version 2.2.3
MySQL version  5.0.77
CentOS version 5.7
Kernel version 2.6.18-194.el5  (64-bit)


Hello list,

I am writing to you today regarding an unusual issue we are having
with our RT server.

Where on occasion, if a user sends in a ticket to the system it will
create multiple tickets
from the one email.

Example:

357 FW: FTP infoMedia Delivery  new 12 hours agoTake
356 FW: FTP infoMedia Delivery  new 12 hours agoTake
354 FW: FTP infoMedia Delivery  new 12 hours agoTake
353 FW: FTP infoMedia Delivery  new 12 hours agoTake


At first it seemed that RT might have been spitting out multiple email
responses from the
same ticket. But instead what appears to be happening is that one
email can generate up
to four or more tickets. The most I've seen from a single email is
eight tickets, all with
unique ID numbers.

I've checked the logs, but there is nothing remarkable for each ticket creation,
aside from the curious fact multiple tickets stem from one email to the queue.


[monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 357" rt.log
[Wed Apr 18 00:02:20 2012] [info]: Ticket 357 created in queue 'Media
Delivery' by rpiatt
(/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:20 2012] [debug]: Found 0 scrips for
TransactionBatch stage with
applicable type(s) Create for txn #5017 on ticket #357
(/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367)
[Wed Apr 18 00:03:02 2012] [debug]: Attempting to use external auth
service: My_LDAP
(/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)


[monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 356" rt.log
[Wed Apr 18 00:02:19 2012] [info]: Ticket 356 created in queue 'Media
Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:19 2012] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Create for txn #5009 on
ticket #356 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367)
[Wed Apr 18 00:02:19 2012] [debug]: Skipping Scrip #2 because it isn't
applicable (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:229)


[monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 354" rt.log
[Wed Apr 18 00:02:13 2012] [info]: Ticket 354 created in queue 'Media
Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:13 2012] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Create for txn #4996 on
ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367)
[Wed Apr 18 00:02:13 2012] [debug]: Mail from user #1355
(rance.pi...@mlb.com)
(/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:79)


[monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 353" rt.log
[Wed Apr 18 00:02:12 2012] [info]: Ticket 353 created in queue 'Media
Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:12 2012] [debug]: About to commit scrips for
transaction #4996 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:197)
[Wed Apr 18 00:02:12 2012] [debug]: Committing scrip #3 on txn #4996
of ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:183)


I was only wondering if anyone has ever had a similar experience
because my googling has
turned up no information on this phenomenon. If you have heard of this
and you might have
a solution for this type of problem I would certainly appreciate
hearing from you.

Thanks, and best regards!
Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

[rt-users] add 'tale' link to rt emails

[Tim Dunphy]

hello list,

 I am attempting to have my rt instance include a link to 'take' the ticket in 
the emails sent out by the queue I just setup.

   In my template for the queue I have included this text:

 
 Please attend to this request.

{RT->Config->Get('WebURL')}Ticket/Display.html?Action=Take&id={$Ticket->id}

thank you


But no link appears in the ticket:


Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
"take link 3rd try",
a summary of which appears below.

There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [Operations #52].

Please include the string:

 [Operations #52]

in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.

Thank you,
o...@mm3.mlbam.com

-
Test 'take' link in RT

Can someone please point out what I'm doing wrong and how to correct it?


thanks!
tim




RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] create tickets via email

[Tim Dunphy]

I've also tried creating a scrip and gotten this result:

 Couldn't compile CustomPrepareCode codeblock '===Create-Ticket: ops Subject: 
Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: 
{$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Content: Someone has 
created a ticket. you should review and approve it, so they can finish their 
work ENDOFCONTENT': syntax error at (eval 412) line 1, near "{ ==" 




This was the code that was used:

===Create-Ticket: ops
Subject: Code review for  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Content: Someone has created a ticket. you should review and approve it, so 
they can finish their work
ENDOFCONTENT

regards
tim

- Original Message -
From: "Tim Dunphy" 
To: rt-users@lists.bestpractical.com
Sent: Tuesday, November 29, 2011 8:09:30 PM
Subject: [rt-users] create tickets via email

hello list,


  I have built my company's RT server to the point where users can authenticate 
via LDAP as well as a postfix mail server on the RT host that you can use to 
send email to accounts intended for use with RT. This postfix server also has 
pop3 and IMAP functionality.

 

  However, I tried following the 'getmail' (not the fetchmail) portion of this 
tutorial:

  http://requesttracker.wikia.com/wiki/Fetchmail


  I was able to have the email sent to RT downloaded via pop. It seems to go 
ok...

  [rt@host .getmail]$ getmail --rcfile getmailrc 
getmail version 4.23.0
Copyright (C) 1998-2009 Charles Cazabon.  Licensed under the GNU GPL version 2.
SimplePOP3Retriever:r...@mm3.mlbam.com@rt.mm3.mlbam.com:110:
  msg 1/3 (1521 bytes) from  delivered to MDA_external 
command rt-mailgate ()
  msg 2/3 (1552 bytes) from  delivered to MDA_external 
command rt-mailgate ()
  msg 3/3 (1560 bytes) from  delivered to MDA_external 
command rt-mailgate ()
  3 messages (4633 bytes) retrieved, 0 skipped
Summary:
Retrieved 3 messages (4633 bytes) from 
SimplePOP3Retriever:r...@mm3.mlbam.com@rt.mm3.mlbam.com:110



 The getmailrc file looks like this:

  [rt@monitor03 .getmail]$ cat getmailrc
[retriever]
type = SimplePOP3Retriever
server = rt.foo.example.com
port = 110
username = r...@foo.exmaple.com
password = secret

[destination]
type = MDA_external
path = /usr/local/rt4/bin/rt-mailgate
user = rt
group = rt
arguments = ("--url", "http://rt.foo.example.com/helpdesk";, "--queue", "ops", 
"--action", "correspond",)

[options]
read_all = false
delete_after = 8
verbose = 2

 I have created resource configs for the actions comment, correspond and reply

  [rt@monitor03 .getmail]$ ls
oldmail-rt.mm3.mlbam.com-110...@mm3.mlbam.com  rtcomment  rtcorrespond  rtreply
 
 I've created a queue and dashboard called simply 'ops'. However when I send 
email to r...@foo.example.com and do I search for tickets none turn up and I 
get this reply from the RT server.

 No permission to create tickets in the queue 

 It's a great opportunity to build an RT server for a company as large as this. 

Thanks in advance for your help!
Tim


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  TBA

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  TBA

[rt-users] create tickets via email

[Tim Dunphy]

hello list,


  I have built my company's RT server to the point where users can authenticate 
via LDAP as well as a postfix mail server on the RT host that you can use to 
send email to accounts intended for use with RT. This postfix server also has 
pop3 and IMAP functionality.

 

  However, I tried following the 'getmail' (not the fetchmail) portion of this 
tutorial:

  http://requesttracker.wikia.com/wiki/Fetchmail


  I was able to have the email sent to RT downloaded via pop. It seems to go 
ok...

  [rt@host .getmail]$ getmail --rcfile getmailrc 
getmail version 4.23.0
Copyright (C) 1998-2009 Charles Cazabon.  Licensed under the GNU GPL version 2.
SimplePOP3Retriever:r...@mm3.mlbam.com@rt.mm3.mlbam.com:110:
  msg 1/3 (1521 bytes) from  delivered to MDA_external 
command rt-mailgate ()
  msg 2/3 (1552 bytes) from  delivered to MDA_external 
command rt-mailgate ()
  msg 3/3 (1560 bytes) from  delivered to MDA_external 
command rt-mailgate ()
  3 messages (4633 bytes) retrieved, 0 skipped
Summary:
Retrieved 3 messages (4633 bytes) from 
SimplePOP3Retriever:r...@mm3.mlbam.com@rt.mm3.mlbam.com:110



 The getmailrc file looks like this:

  [rt@monitor03 .getmail]$ cat getmailrc
[retriever]
type = SimplePOP3Retriever
server = rt.foo.example.com
port = 110
username = r...@foo.exmaple.com
password = secret

[destination]
type = MDA_external
path = /usr/local/rt4/bin/rt-mailgate
user = rt
group = rt
arguments = ("--url", "http://rt.foo.example.com/helpdesk";, "--queue", "ops", 
"--action", "correspond",)

[options]
read_all = false
delete_after = 8
verbose = 2

 I have created resource configs for the actions comment, correspond and reply

  [rt@monitor03 .getmail]$ ls
oldmail-rt.mm3.mlbam.com-110...@mm3.mlbam.com  rtcomment  rtcorrespond  rtreply
 
 I've created a queue and dashboard called simply 'ops'. However when I send 
email to r...@foo.example.com and do I search for tickets none turn up and I 
get this reply from the RT server.

 No permission to create tickets in the queue 

 It's a great opportunity to build an RT server for a company as large as this. 

Thanks in advance for your help!
Tim


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  TBA

Re: [rt-users] LDAP external auth

[Tim Dunphy]

one example 
d_filter: '(objectClass=FooBarBaz)'
#
# Should we try to use 
TLS to encrypt connections?
'tls'   
=>  0,
# SSL Version to 
provide to Net::SSLeay *if* using SSL
#'ssl_version'  
 =>  2,
# What other args 
should I pass to Net::LDAP->new($host,@args)?
'net_ldap_args' 
=> [version =>  3   ],
# Does authentication 
depend on group membership? What group name?
#'group'
 =>  'RTUsers',
# What is the attribute 
for the group object that determines membership?
#'group_attr'   
 =>  'cn',
## RT ATTRIBUTE 
MATCHING SECTION
# The list of RT 
attributes that uniquely identify a user
# This example shows 
what you *can* specify.. I recommend reducing this
# to just the Name and 
EmailAddress to save encountering problems later.
'attr_match_list'   
=> ['Name',

'EmailAddress',

],
# The mapping of RT 
attributes on to LDAP attributes
'attr_map'  
=>  {   'Name' => 'uid',

'EmailAddress' => 'mail',

}
},


And this is what you see in the logs:

[10/Nov/2011:11:09:17 -0500] conn=1738425 op=0 msgId=1 - BIND 
dn="uid=ThatGuy,ou=People,cn=example,cn=com" method=128 version=3
[10/Nov/2011:11:09:17 -0500] conn=1738425 op=0 msgId=1 - RESULT err=32 tag=97 
nentries=0 etime=0
[10/Nov/2011:11:09:17 -0500] conn=1738425 op=1 msgId=0 - RESULT err=80 tag=120 
nentries=0 etime=0
[10/Nov/2011:11:09:17 -0500] conn=1738425 op=-1 msgId=-1 - closing from 
10.40.27.251:39203 - A1 - Client aborted connection -
[10/Nov/2011:11:09:17 -0500] conn=1738425 op=-1 msgId=-1 - closed.

Apparently, I am able to perform an LDAP bind through the config, however, 
again what I am encountering is the 'object could not be found' error 32 and 
the resulting "invalid password" error 80. Also I notice the message closing 
from 10.40.27.251:39203 - A1 - Client aborted connection, and then there is no 
subsequent unbind.


I would really appreciate the input of anyone who might be able to help us get 
past this point.

Thank you and best regards,
Tim




- Original Message -
From: "Tim Dunphy" 
To: rt-users@lists.bestpractical.com
Sent: Tuesday, November 8, 2011 9:57:55 PM
Subject: Re: [rt-users] LDAP external auth


Thanks for the help Joachim.. I look forward to having another go at this 
tomorrow. 

best!
tim
- Original Message -
From: "Joachim Thuau" 
To: "Tim Dunphy" , rt-users@lists.bestpractical.com
Sent: Tuesday, November 8, 2011 7:26:03 PM
Subject: Re: [rt-users] LDAP external auth

On 11/8/11 3:55 PM, "Tim Dunphy"  wrote:

>   I have devised an LDAP query that successfully retrieves information
>that could be used to log into RT.
>
>   ldapsearch -x -p 389 -h ldap01.example.com -b dc=example,dc=com -D
>"uid=dunphy,ou=People,dc=example,dc=com" -w 'secret'
>"(&(objectClass=top)(|(cn=RTUsers)))" "uniqueMember"


>
> This is an example of what it finds:
>
> # extended LDIF
>#
># LDAPv3
># base  with scope subtree
># filter: (&(objectClass=top)(|(cn=RTUsers)))
># requesting: uniqueMember
>#
>
># RTUsers, Groups, example.com
>dn: cn=RTUsers,ou=Groups,dc=example,dc=com
>uniqueMember: uid=user1,ou=People,dc=example,dc=com
>uniqueMember: uid=user2,ou=People,dc=example,dc=com
>uniqueMember: uid=user3,ou=Peop

Re: [rt-users] LDAP external auth

[Tim Dunphy]

Thanks for the help Joachim.. I look forward to having another go at this 
tomorrow. 

best!
tim
- Original Message -
From: "Joachim Thuau" 
To: "Tim Dunphy" , rt-users@lists.bestpractical.com
Sent: Tuesday, November 8, 2011 7:26:03 PM
Subject: Re: [rt-users] LDAP external auth

On 11/8/11 3:55 PM, "Tim Dunphy"  wrote:

>   I have devised an LDAP query that successfully retrieves information
>that could be used to log into RT.
>
>   ldapsearch -x -p 389 -h ldap01.example.com -b dc=example,dc=com -D
>"uid=dunphy,ou=People,dc=example,dc=com" -w 'secret'
>"(&(objectClass=top)(|(cn=RTUsers)))" "uniqueMember"


>
> This is an example of what it finds:
>
> # extended LDIF
>#
># LDAPv3
># base  with scope subtree
># filter: (&(objectClass=top)(|(cn=RTUsers)))
># requesting: uniqueMember
>#
>
># RTUsers, Groups, example.com
>dn: cn=RTUsers,ou=Groups,dc=example,dc=com
>uniqueMember: uid=user1,ou=People,dc=example,dc=com
>uniqueMember: uid=user2,ou=People,dc=example,dc=com
>uniqueMember: uid=user3,ou=People,dc=example,dc=com
>uniqueMember: uid=user4t,ou=People,dc=example,dc=com
>
>...
>
># search result
>search: 2
>result: 0 Success
>
># numResponses: 2
># numEntries: 1

So your query is returning a single object (numEntries: 1) that references
all the objects you want to use (you get a single group object).

With that in mind, you need to craft your query to return user objects.
You should look at the properties of
"uid=user1,ou=People,dc=example,dc=com" and use those to identify how to
filter your users. (I expect that there might be some entries in there to
reference the group the user is a member of, and you should build your
filter on that, and drop the "cn=RTUsers" in your filter, that is almost
certainly not what you want)

I hope this puts you in the right direction...
Jok


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] LDAP external auth

[Tim Dunphy]

hello list!

 I am attempting to use ExternalAuth to have RT authenticate against an LDAP 
database. 

  Our RT users have a sparate common name under our Group ou.

 cn=RTUsers,ou=Groups,dc=example,dc=com


   I have devised an LDAP query that successfully retrieves information that 
could be used to log into RT. 

   ldapsearch -x -p 389 -h ldap01.example.com -b dc=example,dc=com -D 
"uid=dunphy,ou=People,dc=example,dc=com" -w 'secret' 
"(&(objectClass=top)(|(cn=RTUsers)))" "uniqueMember"

   I am a little new at LDAP but from what I can see above I am performing a 
'simple' bind with my ldap account and searching for the RTUsers group with a 
filter.


 This is an example of what it finds:

 # extended LDIF
#
# LDAPv3
# base  with scope subtree
# filter: (&(objectClass=top)(|(cn=RTUsers)))
# requesting: uniqueMember 
#

# RTUsers, Groups, example.com
dn: cn=RTUsers,ou=Groups,dc=example,dc=com
uniqueMember: uid=user1,ou=People,dc=example,dc=com
uniqueMember: uid=user2,ou=People,dc=example,dc=com
uniqueMember: uid=user3,ou=People,dc=example,dc=com
uniqueMember: uid=user4t,ou=People,dc=example,dc=com

...

# search result
search: 2
result: 0 Success

# numResponses: 2
# numEntries: 1

In the ldap server logs everything is looking good at this point:

[08/Nov/2011:18:30:54 -0500] conn=1735740 op=1 msgId=2 - SRCH 
base="dc=example,dc=com" scope=2 filter="(uid=jvazquez)" attrs=ALL
[08/Nov/2011:18:30:54 -0500] conn=1735740 op=1 msgId=2 - RESULT err=0 tag=101 
nentries=1 etime=0
[08/Nov/2011:18:30:54 -0500] conn=1735740 op=2 msgId=3 - UNBIND

However, as you might have guessed I'm having a little difficulty translating 
this success on the command line into an RT config. :)



This is what I have, currently, as my LDAP service:


# AN EXAMPLE LDAP SERVICE
'My_LDAP'   =>  {   ## GENERIC SECTION
# The type of service 
(db/ldap/cookie) 
'type'  
=>  'ldap',
# The server hosting 
the service
'server'
=>  'ldap01.example.com',
## SERVICE-SPECIFIC 
SECTION
# If you can bind to 
your LDAP server anonymously you should 
# remove the user and 
pass config lines, otherwise specify them here:
# 
# The username RT 
should use to connect to the LDAP server 
'user'  
=>  'uid=myuser,ou=People,cn=example,cn=com',
# The password RT 
should use to connect to the LDAP server
'pass'  
  =>  'secret',
#
# The LDAP search base
'base'  
=>  'ou=Groups,dc=example,dc=com',
#
# ALL FILTERS MUST BE 
VALID LDAP FILTERS ENCASED IN PARENTHESES!
# YOU **MUST** SPECIFY 
A filter AND A d_filter!!
#
# The filter to use to 
match RT-Users
'filter'
=>  '"(&(objectClass=top)(|(cn=RTUsers))) uniqueMember"',
# A catch-all example 
filter: '(objectClass=*)'
#
# The filter that will 
only match disabled users
'd_filter'  
=>  '(objectClass=FooBarBaz)',
# A catch-none example 
d_filter: '(objectClass=FooBarBaz)'
#
# Should we try to use 
TLS to encrypt connections?
'tls'   
=>  0,
# SSL Version to 
provide to Net::SSLeay *if* using SSL
'ssl_version'   
=>  3,
# W

[rt-users] DBD::mysq access denied

[Tim Dunphy]

Hello list!!

I am attempting to install rt4 but stalling at the point of initializing the 
database.. I feel that I am close to a solution but would appreciate any advice 
you may have to get past this point. 



[root@VIRTCENT11:/usr/local/src/rt-4.0.2] #make initialize-database
/usr/bin/perl -I/usr/local/rt4/local/lib -I/usr/local/rt4/lib 
sbin/rt-setup-database --action init --prompt-for-dba-password
In order to create or update your RT database, this script needs to connect to 
your  mysql instance on virtcent09.example.com as admin
Please specify that user's database password below. If the user has no database
password, just press return.

Password:
Working with:
Type:   mysql
Host:   virtcent09.example.com
Name:   rt4example.com
User:   admin
DBA:admin
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Granting access to admin@'virtcent11.example.com' on rt4.
DBD::mysql::st execute failed: Access denied for user 
'admin'@'virtcent11.example.com' to database 'rt4' at 
/usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441.
DBD::mysql::st execute failed: Access denied for user 
'admin'@'virtcent11.example.com' to database 'rt4' at 
/usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441.
make: *** [initialize-database] Error 255


During the installation attempt, after the database is created I can log into 
the database as the 'rt_user' account which in my case is 'admin' and use the 
rt4 database. _After_ I do this I run into the error


Granting access to admin@'virtcent11.example.com' on rt4.
DBD::mysql::st execute failed: Access denied for user 
'admin'@'virtcent11.example.com' to database 'rt4' at 
/usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441.
DBD::mysql::st execute failed: Access denied for user 
'admin'@'virtcent11.example.com' to database 'rt4' at 
/usr/local/src/rt-4.0.2/sbin/../lib/RT/Handle.pm line 441.
make: *** [initialize-database] Error 255


this is line 441 of the file referenced above:

=head1 METHODS


These are the configure options I have used:


 ./configure --enable-graphviz --enable-gd --enable-gpg 
--with-db-host=virtcent09.example.com  
--with-db-rt-host=virtcent11.summitnjhome.com --with-db-dba=admin 
--with-db-rt-user=admin --with-db-rt-pass=secret --with-web-user=apache 
--with-web-group=apache --with-apachectl /usr/sbin/apachectl  
--localstatedir=/var/rt4 --sysconfdir=/etc/rt4 --prefix=/usr/local/rt4 
--exec-prefix=/usr/local/sbin --withgroup=rt


I have passed the point of make fixdeps and all CPAN modules necessary to get 
RT4 working are installed.


Best!
tim

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