[rt-users] Permissions for Queue Admins

2017-01-13 Thread Tim Gustafson
Hi,

Our RT installation has recently had a large influx of new queues and
groups, and I'd like to delegate some of the day-to-day maintenance of
things to certain people within those groups so that I'm not doing
data entry for everyone.

For each logical group of folks, I've created an "Admins" group, for
example: "Engineering RT Admins", "Humanities RT Admins" and so on.

In global rights, I've given that group access to "Show Admin Menu",
"View Scrips" and "View Scrip Templates" and "Allow writing Perl code
in templates, scrips, etc".

For each engineering queue, I've given that group full control - all
boxes are checked in the queue configuration under "group rights" for
that queue, primarily so they can modify their scrips and templates.

For each engineering group, I've given that group full control as
well, so that they can add and remove members as needed.

My question has a few parts:

1. Are there any other "global" rights that I should be assigning
these folks?  Are there any dangers/pitfalls to consider in this kind
of configuration?

2. Is there any way to trim down the "Admin" menu so that it only
shows things that the person has access to?

3. On the admin pages that list groups and queues, the system
paginates as though the user can see all 100 or so queues and groups,
but they have to go to page 3 to get see their queues/groups; pages 1
and 2 show up in the pager, but have no content, as the users don't
have access to queues/groups displayed on those pages.  Can this be
cleaned up so that the system only paginates for the queues and groups
that the user has access to?

4. Is it possible to give someone the ability to edit a queue's scrips
and templates without also allowing them to edit everything else about
the queue?  Changing queue names breaks our sendmail configuration, so
I'd like to prevent them from doing that if at all possible.

5. Is there anything else I should be tracking while delegating this
sort of access to other folks?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


[rt-users] Sending E-Mail From Within Custom Scrips

2016-12-14 Thread Tim Gustafson
Our university has an "official" ticketing system, and one of our
support groups wants to use RT instead.

To make this happen, we're configuring the "official" ticketing system
to send e-mail to an RT queue.  We've written a custom "on create"
scrip in that queue that modifies the ticket when it comes in to set
the "Requester" correctly (e-mail from the other system comes from a
fixed address, not from the client's address; we parse the contents of
the e-mail to ascertain the client's e-mail address directly).  We'd
like our custom scrip to also send an e-mail to the other system to
close that ticket.

What's the canonical way to send e-mail from RT to an external address
without adding correspondence to the RT ticket itself?  I found some
documentation about how to add a transaction to the ticket from within
the scrip, which generates an e-mail, but that's not really what I
want to do here.  I'd rather send a basic plain-text e-mail from
within the scrip.

Is that possible?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017


[rt-users] Changing Text on RT Login Page

2016-09-12 Thread Tim Gustafson
Hi,

We just moved a bunch of users to an RT instance that uses LDAP
authentication, as opposed to RT-specific passwords.  Some of our
users don't read our announcement e-mails (imagine that...) and are
trying to log in using their old RT-specific password, which is
causing them to send e-mails asking why they can't log in.

What's the "official" way to modify the login page's HTML to include
some information about using their LDAP password?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


Re: [rt-users] Moving Tickets in Bulk

2016-09-12 Thread Tim Gustafson
>> update Tickets set queue = 1234 where queue = 4321

> That is how I have done it to avoid the notification flurry.

Thanks, I'm going to go with that for now.  :)

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


[rt-users] Moving Tickets in Bulk

2016-09-12 Thread Tim Gustafson
We just finished importing around 50,000 tickets from one RT instance
into another instance with its own large collection of tickets.  The
rt-importer script put them into new queues (which we expected) rather
than the ones we had already created in the destination system for the
cut-over.  I went in to start moving tickets from the imported queues
into the correct ones, and noticed that it's kinda slow, and it's
sending notification e-mails (via scrips) for each move.

What's the safest way to move tickets from one queue to another in
bulk without sending notification e-mails?  Is it safe to just do:

update Tickets set queue = 1234 where queue = 4321

in Postgres?  I don't care so much if the ticket's transaction history
doesn't show the move.

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


Re: [rt-users] Problems with RT::ExternalAuth::LDAP After Upgrading to 4.4

2016-09-07 Thread Tim Gustafson
> Which specific version of RT are you upgrading to? If you're upgrading
> to 4.4.0, you'll need to be aware that a new config setting is required,
> which doesn't appear in your config:
>
> Set($ExternalAuth, 1);
>
> In RT 4.4.1 we've removed the requirement to set this config.

I am upgrading to 4.4.0 right now.

Is it me, or is that configuration requirement missing from the
documentation page?

https://docs.bestpractical.com/rt/4.4.0/RT/Authen/ExternalAuth.html

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


[rt-users] Problems with RT::ExternalAuth::LDAP After Upgrading to 4.4

2016-09-07 Thread Tim Gustafson
Hi,

I'm trying to upgrade my RT instance from 4.2 to 4.4.  I use
RT::ExternalAuth::LDAP to authenticate users from my OpenLDAP server.
This configuration has been working perfectly in RT 4.2 (and earlier
versions) for years.  After upgrading to RT 4.4, I am not able to log
in to RT at all.  My RT_SiteConfig.pm and rt-log.txt files are
attached.

The interesting thing to note is that the log file says *nothing*
about attempting to connect to any LDAP servers, and a tcpdump shows
no traffic from the RT server to the LDAP server, so I'm pretty sure
something is broken in my configuration file, but after staring at it
for hours and comparing it to the RT documentation, I can't find what
I'm doing wrong or what's changed between RT 4.2 and RT 4.4.

I am positive that the configuration file attached is the one being
used, because if I change the OwnerEmail setting, the login screen
shows the new value.

Any help at all is greatly appreciated.  Thanks!

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
[87694] [Wed Sep  7 16:08:52 2016] [debug]: Using lynx for HTML -> text 
conversion (/usr/local/lib/perl5/site_perl/RT/Interface/Email.pm:1490)
[87694] [Wed Sep  7 16:08:52 2016] [error]: FAILED LOGIN for tjg from x.x.x.x 
(/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:826)
Trace begun at /usr/local/lib/perl5/site_perl/RT.pm line 304
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x807762180)', 'FAILED LOGIN for 
tjg from x.x.x.x') called at /usr/local/lib/perl5/site_perl/RT/Interface/Web.pm 
line 826
RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x80fdfc168)') called 
at /usr/local/share/rt44/html/NoAuth/Login.html line 49
HTML::Mason::Commands::__ANON__('pass', 'pa$$w0rd', 'next', 
'90639347336f150cb529fe5c5b4ee3ff', 'user', 'tjg') called at 
/usr/local/lib/perl5/site_perl/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x80ff1f8a0)',
 'pass', 'pa$$w0rd', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'user', 'tjg') 
called at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1302
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'pa$$w0rd', 'next', 
'90639347336f150cb529fe5c5b4ee3ff', 'user', 'tjg') called at 
/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm line 605
RT::Interface::Web::MaybeShowNoAuthPage('HASH(0x80ff29180)') called at 
/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm line 316
RT::Interface::Web::HandleRequest('HASH(0x80ff29180)') called at 
/usr/local/share/rt44/html/autohandler line 53
HTML::Mason::Commands::__ANON__('user', 'tjg', 'next', 
'90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at 
/usr/local/lib/perl5/site_perl/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x80fdd9d08)',
 'user', 'tjg', 'next', '90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') 
called at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1300
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, 'user', 'tjg', 'next', 
'90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at 
/usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 481
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 481
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/Request.pm line 433
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x80fede7c8)') 
called at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 96
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 96
HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x80fede7c8)')
 called at /usr/local/lib/perl5/site_perl/HTML/Mason/Interp.pm line 342
HTML::Mason::Interp::exec(undef, undef, 'user', 'tjg', 'next', 
'90639347336f150cb529fe5c5b4ee3ff', 'pass', 'pa$$w0rd') called at 
/usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 59
eval {...} at /usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler.pm line 59
HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x808c10600)',
 'HASH(0x80ff19c60)', 'HASH(0x80f3aa5d0)') called at 
/usr/local/lib/perl5/site_perl/HTML/Mason/PSGIHandler/Streamy.pm line 52
HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x80ffe5a98)') called at 
/usr/local/lib/perl5/site_perl/Plack/Util.pm line 339
Plack::Util::__ANON__('CODE(0x8064f9480)') called at 
/usr/local/lib/perl5/site_perl/Plack/Handler/Apache2.pm line 89
Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 
'Apache2::RequestRec=SCALAR(0x8029e4be8)', 'CODE(0x80fe850f0)') called at 
/usr/local/lib/perl5/site_perl/Plack/Handler/Apache2.pm line 126
Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x8029e4be8)') 
called at -e line 0
eval {...} at -e line 0

use utf8;

Set($rtname, 'RTDEV');

Set($DatabaseHost, 'localh

Re: [rt-users] Need help getting REST API calls to work using WinHttpRequest from VBA

2016-04-18 Thread tim
By using the following code placed into a class called clsRT_Ticket I was
able to create RT Tickets within VBA successfully.  Hope this helps others
that have run into this issue with VBA.

'Must Include Microsoft WinHTTP Services, version 5 (winhttp.dll) in your
reference

'NOTE: to call CreateTicket function from code
'Set RT_Ticket = New clsRT_Ticket
'With RT_Ticket
'.ProcessBar = Me.StatusBar
'.DisplayTicketInfoUponCreation = True
'.Body = sbody
'.PIDs = cPIDs
'.BankID_Old = sOrgReturnedCheck_BankID
'.BankID_New = ReturnedCheck.BankId
'.CreateTicket
'End With
'Set RT_Ticket = Nothing

Private WinHttpReq As WinHttpRequest

Private Const multiPartBoundary As String = "--xYzZY"

Private mvarRT_URL As String
Private mvarRT_CreateTICKET As String
Private mvarRT_ShowTICKET As String
Private mvarRT_Auth_User As String
Private mvarRT_Auth_PWD As String

Private mvarSessionCookie As String
Private mvarCookieHolder As Variant

Private mvarBody As String
Private mvarRequestor As String
Private mvarSubject As String
Private mvarTicketNumber As String
'

Private Sub Class_Initialize()
'create the WinHttpRequest object
Set WinHttpReq = New WinHttpRequest

mvarRT_URL = "https://(RT server):#"  'where # points to a valid
port if needed
mvarRT_CreateTICKET = mvarRT_URL & "/REST/1.0/ticket/new"
mvarRT_ShowTICKET = mvarRT_URL & "/REST/1.0/ticket/%ticket%/SHOW"
mvarRT_Auth_User = "(valid RT user name)"
mvarRT_Auth_PWD = "(valid RT user password)"
mvarRequestor = "(valid RT requestor name)"

mvarBody = ""
mvarSubject = ""
mvarTicketNumber = ""

End Sub

Private Sub Class_Terminate()
Set WinHttpReq = Nothing

End Sub

Public Function CreateTicket() As Boolean
Dim sMultiPartData As String
Dim sCustomFieldValue As String 'value to be placed into custom
field if used

mvarBody = "text to be displayed in body of "
mvarSubject = ""

'setup multipart/form-data to be passed to RT request
sMultiPartData = ""
sMultiPartData = multiPartBoundary & vbCrLf
sMultiPartData = sMultiPartData + "Content-Disposition: form-data;
name=""content""" + vbCrLf + vbCrLf
sMultiPartData = sMultiPartData + "id: ticket/new" + vbCrLf
sMultiPartData = sMultiPartData + "Subject: " + mvarSubject + vbCrLf
sMultiPartData = sMultiPartData + "Text: " + mvarBody + vbCrLf
sMultiPartData = sMultiPartData + "Requestor: " & mvarRequestor & vbCrLf

'had to include next statement twice to get custom field values to be
accepted in RT
sMultiPartData = sMultiPartData + "CF-(name of custom field): " +
sCustomFieldValue + vbCrLf
sMultiPartData = sMultiPartData + "CF-(name of custom field): " +
sCustomFieldValue + vbCrLf

sMultiPartData = sMultiPartData + "Queue: General" + vbCrLf
sMultiPartData = sMultiPartData + "--xYzZY--"

With WinHttpReq
If getValidSessionCookie Then   'get cookie from first call to RT
'Debug.Print .ResponseText

'2) create New RT ticket
.Open "POST", mvarRT_CreateTICKET
.setRequestHeader "User-Agent", "Mozilla/5.0 (Windows NT 6.1;
WOW64; rv:38.0) Gecko/20100101 Firefox/38.0"
.setRequestHeader "Accept",
"text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8"
.setRequestHeader "Accept-Language", "en-US,en;q=0.5"
.setRequestHeader "DNT", "1"
.setRequestHeader "Referer", mvarRT_CreateTICKET
.setRequestHeader "Cookie", mvarSessionCookie
.setRequestHeader "Connection", "keep-alive"
.setRequestHeader "Content-Type", "multipart/form-data;
boundary=xYzZY"
.setRequestHeader "Content-Length", CStr(Len(sMultiPartData))
.send (sMultiPartData)

If .Status = 200 Then
mvarTicketNumber = Trim(.responseText)
If InStr(mvarTicketNumber, "401 Credentials required") < 1
Then
'get RT ticket number
mvarTicketNumber = Replace(mvarTicketNumber, Chr(10),
"")
If mvarTicketNumber <> "" Then
'return just the RT ticket number
mvarTicketNumber = Mid(mvarTicketNumber,
InStr(mvarTicketNumber, "# Ticket ") + Len("# Ticket "))
mvarTicketNumber = Replace(mvarTicketNumber, "
created.", "")
End If

Debug.Print "RT Ticket #" & CStr(mvarTicketNumber) & "
created."
Else
Debug.Print .responseText
Debug.Print .getAllResponseHeaders
End If
Else
Debug.Print .responseText
Debug.Print .getAllResponseHeaders
End If
Else
'cannot establish a connection to RT server, so try again up to
3 attempts only
Debug.Print .responseText

Re: [rt-users] Password root

2016-01-18 Thread Tim Wiley

On 01/18/2016 02:36 AM, wajdi wrote:

Hello,

How can i change the root password

Notice : the root password by default is set ‘password’

thanks



I can only vouch for setting the password via a database update, but 
there are other methods documented here.


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

Don't forget to enable the root user, otherwise you won't be able to 
login.  I always make a habit of disabling the account when I'm done 
with whatever I needed the account for.


Re: [rt-users] RT Not Sending Autoreply E-Mails On Ticket Creation Via E-Mail

2015-09-30 Thread Tim Gustafson
> The screen shot of your scrips shows, that you only user the Notify*
> actions and don't have a script which uses the "Autoreply To Requestors"
> action.
>
> The "On Create Autoreply To Requestors" scrip [1], which is created on
> RT installation, is missing.

Ahh, that did it.  I changed the autoreply scrip to use the "Autoreply
to Requestors" action, and now it seems to be working.  Thanks for the
pointer!

-- 

Tim Gustafson
Technical Lead, Baskin School of Engineering
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


Re: [rt-users] RT Not Sending Autoreply E-Mails On Ticket Creation Via E-Mail

2015-09-24 Thread Tim Gustafson
> Set the log level to debug, and compare the output of creating a ticket in
> the UI and via email. Heres the config I use:

Here's what I see:

Committing scrip #5 on txn #28447 of ticket #1938
(/usr/local/lib/perl5/site_perl/RT/Scrips.pm:290)
Calling SetRecipientDigests for transaction
RT::Transaction=HASH(0x81294e168), id 28447
(/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:624)
Working on mailfield To; recipients are
(/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:640)

So that last line is the one that's odd; the "recipients are" part
seems to suggest that there should be a recipient listed there, but
it's not.  Here's the same section for a ticket created via the web:

Committing scrip #5 on txn #28453 of ticket #1939
(/usr/local/lib/perl5/site_perl/RT/Scrips.pm:290)
Calling SetRecipientDigests for transaction
RT::Transaction=HASH(0x813452d68), id 28453
(/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:624)
Working on mailfield To; recipients are t...@ucsc.edu
(/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:640)

I think the problem is that NotifyActor is set to 0; when I changed it
to 1, the e-mail originator got their autoreply.  But it seems to me
that an autoreply should go out, even if NotifyActor is set to 0.  Did
something change around that option recently?

-- 

Tim Gustafson
Technical Lead, Baskin School of Engineering
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


[rt-users] RT Not Sending Autoreply E-Mails On Ticket Creation Via E-Mail

2015-09-23 Thread Tim Gustafson
I have an RT 4.2.11 instance that is not sending autoreply messages
when tickets are created via e-mail.  If you create a ticket on behalf
of a user through the web form, an autoreply is sent.  It's only when
a ticket is created via e-mail that an autoreply is not sent.  The
Sendmail log file shows no attempt to send an autoreply, and no
outbound e-mail is recorded in the ticket's transaction history.

My global scrips screen is attached.  There are no queue-specific scrips.

What would cause RT to not send autoreplys to requestors when tickets
are created via e-mail?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


Re: [rt-users] Slack integration?

2015-06-12 Thread Tim Bishop
On Fri, Jun 12, 2015 at 08:18:39AM -0400, Konstantin Ryabitsev wrote:
 On 11/06/15 08:10 AM, Tim Bishop wrote:
  Hi Josh, Konstantin,
  
  Just wondering if either of you pursued this, or possibly created your
  own solution?
 
 Nope, sorry, didn't have enough cycles on the team to get this done.

I got something very basic working as a proof of concept, but I don't
think I've got the interest to take it further. But for the benefit of
the list archives here it is. I put this in the cleanup code section of
a Scrip.

Tim.

use HTTP::Request::Common qw(POST);
use LWP::UserAgent;
use JSON;

my $ticket = $self-TicketObj-id;
$ticket = https://my.rt.url/$ticket|#$ticket;
my $subject = $self-TicketObj-Subject;
my $description = $self-TransactionObj-Description;

my $data = { 'text' = Ticket updated: $ticket - $subject\n$description. };

my $ua = LWP::UserAgent-new;
$ua-timeout(15);

my $req = POST(https://hooks.slack.com/services/...;, ['payload' = 
encode_json($data)]);

my $resp = $ua-request($req)-as_string;

-- 
Tim Bishop
http://www.bishnet.net/tim/
PGP Key: 0x6C226B37FDF38D55



[rt-users] Need help getting REST API calls to work using WinHttpRequest from VBA

2015-05-01 Thread Tim Elkin
Our goal is to create a Ticket in RT using VBA using the WinHttpRequest
object.  We understand that there are 2 login pages involved with RT.

So, first we log into the first RT login page using using a POST request
and passing the username and password using the SetCredentials function of
the WinHttpRequest object.  This request appears to return a valid session
cookie which we parse to use in our second WinHttpRequest request.

In making our second request we use a GET request setting the 2nd RT
login username and password using the SetCredentials function and in
addition we now are passing the session cookie (that is we send a portion
of the session cookie returned from the previous request) info using the
SetRequestHeader (as in SetRequestHeader Cookie, mvarSessionCookie ).  In
this second request we are asking for an RT Ticket to be returned using
https://(our url)/REST/1.0/ticket/(a ticket #)/show.  However, we receive
the 401 Authorization error instead.

Some sample code would be great.


*Below is the code we are using presently to verify that the session cookie
we receive from the 1st RT login page is valid by *

*using a second request to return an existing RT ticket (which is hard
coded for testing purposes):*
Private Const cnstBase_URL As String = https://[our RT url]

With WinHttpReq
'either of the following lines seems to work and return a cookie
.Open POST, cnstBase_URL

.SetRequestHeader User-Agent, Mozilla/5.0 (Windows NT 6.1;
WOW64; rv:31.0) Gecko/20100101 Firefox/31.0
.SetRequestHeader Connection, keep-alive

'user name and password for 1st RT login page/url
.SetCredentials cnstRequestor, cnstPWD,
HTTPREQUEST_SETCREDENTIALS_FOR_SERVER

On Error Resume Next
.Send

If Err.Number = 0 Then
If .Status = 200 Then
On Error Resume Next
output_Cookie = .getResponseHeader(Set-Cookie)
On Error GoTo 0

myCookie = Split(output_Cookie, ;)
If UBound(myCookie)  0 Then
'implicit conversion to string
mvarSessionCookie = myCookie(0)
End If
Else
Debug.Print HTTP   .Status .StatusText
End If
Else
Debug.Print Error   Err.Number Err.Source
Err.Description
End If
On Error GoTo 0

End With

Set WinHttpReq = Nothing

If Trim(mvarSessionCookie) =  Then Exit Function

'perform second request
Set WinHttpReq = New WinHttp.WinHttpRequest
With WinHttpReq
'get ticket data
Dim TargetURL As String

'to test cookie, display a ticket
'hard coded for testing as this works from the Browser which I
thought would be a good test
'to see if the Cookie variable works
TargetURL = https://[our RT url]/REST/1.0/ticket/96494/show

.Open GET, TargetURL, False

.SetRequestHeader User-Agent, Mozilla/5.0 (Windows NT 6.1;
WOW64; rv:31.0) Gecko/20100101 Firefox/31.0
.SetRequestHeader Connection, keep-alive

.SetRequestHeader Cookie, mvarSessionCookie

'user name and password for 2nd RT login page/url
.SetCredentials cnstBasic_Auth_User, cnstBasic_Auth_PWD,
HTTPREQUEST_SETCREDENTIALS_FOR_SERVER

On Error Resume Next
.Send

If Err.Number = 0 Then
If .Status = 200 Then
Debug.Print
Debug.Print .ResponseText
Debug.Print .GetAllResponseHeaders
Else
Debug.Print HTTP   .Status .StatusText
End If
Else
Debug.Print Error   Err.Number Err.Source
Err.Description
End If
On Error GoTo 0

Debug.Print .GetAllResponseHeaders

End With

Set WinHttpReq = Nothing


Thanks, in advance,
Tim


Re: [rt-users] Change to SSL cert breaking incoming mail

2015-02-04 Thread Tim Wiley

On 02/04/2015 10:52 AM, asas wrote:

We recently changed to a new SSL cert with a new CA. After replacing the 
private key and cert, https works correctly with RT's web interface. But 
incoming emails get stuck in queue, with this message in exim's logs:

2015-02-04 10:04:23 1YJ4JK-LE-V7 help@ourdomain: rt_help_transport 
transport output: An Error Occurred
2015-02-04 10:04:23 1YJ4JK-LE-V7 == help@ourdomain
R=rt_stathelp_router T=rt_stathelp_transport defer (0): Child process of 
rt_stathelp_transport transport returned 75 (could mean temporary error) from 
command: /usr/bin/rt-mailgate

We're running RT 4.0.7-5 on Debian 7. After reverting back to the old cert, 
everything is working again.

Any suggestions?

Thanks!



If it's not a mainstream trusted CA, check out the --ca-cert option for 
rt-mailgate.


Re: [rt-users] New cert breaks mailgate

2015-02-03 Thread Tim Wiley

On 02/03/2015 12:09 PM, mkyser wrote:

Well we finally figured out that the mailgate did not like our local CA.
Went and bought a Thawte cert for RT and now everything is working as it
should.  The lesson here is spend the money and get a real cert!


I wish I had gotten to this earlier.  There's a better option in 
rt-mailgate.  What we've done is add --ca-file to the rt-mailgate 
command in our postfix aliases.


my-queue-address: |/path/to/rt/bin/rt-mailgate --queue 'My Queue' 
--action correspond --ca-file /path/to/your/root.crt --url 
https://rt.example.com;


This of course means that you have to ship your root CA certificate with 
the application, but that shouldn't be a big deal.


[rt-users] Create Queue / Create Group Access

2014-12-03 Thread Tim Gustafson
What is the best practice way to give non-superusers access to
create groups and queues, and then manage the groups and queues they
create, but not groups and queues that were created by other users?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


[rt-users] Still Can't Figured Out DateTimeFormat

2014-04-03 Thread Tim Gustafson
Hi,

I'm still struggling with setting a custom date/time format in RT 4.2.

I've tried man different variants of the following to no avail:

Set(
  $DateTimeFormat,
  {
Format = LocalizedDateTime,
DateFormat = MM/dd/,
TimeFormat = hh:mm a
  }
);

I read the documentation on this option at:

http://www.bestpractical.com/docs/rt/4.2/RT/Date.html#LocalizedDateTime

And based on that documentation, I feel like this ought to work, but
it does not.  Specifically, the documentation reads:

--
LocalizedDateTime

Returns date and time as string, with user localization.

Supports arguments: DateFormat and TimeFormat which may contains date
and time format as specified in DateTime::Locale (default to
date_format_full and time_format_medium), AbbrDayand AbbrMonth which
may be set to 0 if you want full Day/Month names instead of
abbreviated ones.
--

However, when I set this option in my RT_SiteConfig.pm, the system
defaults back to the default date/time format.

I feel as though this ought to be an easy thing to change, and yet
none of the documentation describes how to do it.  I have asked this
question before and never received a satisfactory answer.  I recall
that at one point someone was suggesting I create a custom Perl module
and install it into RT for this purpose, but I'm having trouble
accepting that a simple change such as this requires custom coding
(however simple) rather than modifying a configuration option.  You
don't need a custom module to set the time zone, so why should you
need one to set the date/time format?

Is there really no simple configuration option that I can set to
format the date and time in an arbitrary way?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training


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

2014-03-11 Thread Tim Gustafson
And one last follow-up about this: here are my import statistics.  The
importer used up to about 800MB of RAM, so better than the serializer,
but still pretty high.  Also, 108 hours seems like a long time to
import records that took only 4 hours to export, and this is on a
pretty high-end MySQL server.  Is there any way to speed things up a
bit?

   Elapsed time: 108hr 36min
 Estimated left: 1min 39s
== Import of soe.ucsc.edu ==

Total object counts:
 1002724 RT::Transaction
  665796 RT::Attachment
  257742 RT::Group
  182469 RT::GroupMember
   62315 RT::Ticket
8996 RT::Attribute
8316 RT::User
4324 RT::Link
 988 RT::ObjectCustomFieldValue
 312 RT::CustomFieldValue
  37 RT::Queue
  30 RT::ObjectCustomField
  30 RT::CustomField

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


[rt-users] Are stepwise RT upgrades necessary

2014-03-06 Thread Tim Wilson
We're running RT 4.0 on our production server. Is it necessary to upgrade
to each point release to get to 4.0.3, or can we go from 4.0 -- 4.0.3 in
one step?

-Tim

-- 
Tim Wilson
Twin Cities, Minnesota, USA
online: timwilson.info  ph: 763.515.4960
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

[rt-users] Disallowing ticket creation in a certain queue from SelfService

2014-03-06 Thread Tim Wilson
We have two queues in RT. All email-generated tickets go into General, and
we maintain a separate Repair queue for our repair department. Tickets are
created in that queue only by tech staff.

How can we prevent the Repair queue from appearing in the list of available
queues in the SelfService interface for unprivileged users?

-Tim

-- 
Tim Wilson
Twin Cities, Minnesota, USA
online: timwilson.info  ph: 763.515.4960
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

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

2014-03-06 Thread Tim Gustafson
I wanted to follow up with this and let you know that I was able to
get rt-serializer to finally complete by moving the installation to a
machine with considerably more RAM (12GB instead of 2GB).  The
serializer process maxed out at about 6.3GB of RAM while serializing
an 8GB database.  This is using RT 4.2.2 on FreeBSD 9.2 with Perl
5.16.3.

The serializer reported the following statistics when it finished:

Total object counts:
 1002902 RT::Transaction
  665796 RT::Attachment
  257818 RT::Group
  182643 RT::GroupMember
   62315 RT::Ticket
9027 RT::Attribute
8382 RT::User
4324 RT::Link
 988 RT::ObjectCustomFieldValue
 312 RT::CustomFieldValue
  38 RT::Queue
  30 RT::ObjectCustomField
  30 RT::CustomField

I'm going to try running the importer next, but I suspect that uses a
lot less RAM.

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


[rt-users] Drop-down menu for Owner field disappeared

2014-03-04 Thread Tim Wilson
RT suddenly stopped showing a drop-down menu for the Owner field today.
It's just a regular text box now. You can still type in it, and the
autocomplete works, but the drop-down is gone. We're running 4.2.0. There's
no difference in behavior in different browsers. Any suggestions?

-- 
Tim Wilson
Twin Cities, Minnesota, USA
online: timwilson.info  ph: 763.515.4960
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

[rt-users] MySQL Naitive Full-Text Indexing

2014-03-03 Thread Tim Gustafson
Hi,

According to the RT 4.2 docs, MySQL does not support native full-text indexing:

http://www.bestpractical.com/docs/rt/4.2/full_text_indexing.html#MYSQL

According to the MySQL docs, there is support for full-text indexing
for both MYISAM and InnoDB tables as of MySQL 5.6:

http://dev.mysql.com/doc/refman/5.6/en/fulltext-search.html

MySQL 5.6 was released initially in 2011, and fully in February of
2013, just over a year ago.  I think it's safe to say that it's stable
at this point.

Has there been any development towards using the build-in MySQL
full-text indexing for RT?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


Re: [rt-users] MySQL Naitive Full-Text Indexing

2014-03-03 Thread Tim Gustafson
 From what I can see there, the native full-text indexing still doesn't
 support BLOBs, which is a key blocker as Tom has mentioned:

Bummer; I forgot that the Attachments table used BLOB columns.  :\
Thanks for reminding me though!  :)

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


Re: [rt-users] Rights for Linking Ticket

2014-02-28 Thread Tim Wiley

On 02/28/2014 12:32 PM, Ram wrote:

Hey folks,
Using RT 4.0.2.
I have a queue most of our staff is authorized to view/view
summaries/comment/reply/modify/... and another queue that most staff can
create tickets in and , as requestors, can view their own tickets and
add replies but they don't have more general capabilities.

The situation has come up where I want to enable regular staff to link
(RefersTo) tickets in the queue they normally work on to the queue that
they are only ever requestors of. What is the appropriate Right to grant
and where?

This is what we have put another way:
queue 1: all group 'staff' have full user and staff rights
queue 2: all group 'staff' can can create tickets and modify their own
ticket.
I want folks in group 'staff' to be able to link a ticket in queue1 to a
ticket in queue2.

thanks
ram


The best way to do this is to change $StrictLinkACL in RT_SiteConfig.pm

http://www.bestpractical.com/docs/rt/4.0/RT_Config.html#StrictLinkACL

That way you don't have to grant the requestors ModifyTicket.
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


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

2014-02-21 Thread Tim Gustafson
 The docs cover this pretty well:
 http://bestpractical.com/docs/rt/latest/rt-serializer.html#no-users

Well, the docs say:

 By default, all privileged users are serialized; passing --no-users
 limits it to only those users which are strictly necessary.

But it does not tell you what strictly necessary means.  The
documentation specifically calls out privileged users here, but if
I'm not interested in maintaining user privileges from the system that
I'm exporting from, then does using this parameter mean that those
users will be imported only as ticket members, or will privileged
users be re-created in the new system as privileged?  Or is this a
flag to say normally, privileged users are copied even if they're not
associated with a ticket, but with this flag they're not copied unless
they are associated with a ticket?

So, to put my question another way, what's the proper combination of
command-line arguments to copy over *only* queues and tickets, and to
*not* copy any groups or ACLs?  My best guess is:

rt-serializer --no-users --no-groups --no-deleted

Also, I was running this command against my production data, which has
about 80,000 tickets in it, and it consumed obscene amounts of RAM.
The rt-serializer hit about 1.3GB of RAM before the machine ran out of
swap, even with a log --gc value and a smaller --page value.  I even
tried a --gc of -1 and that didn't seem to matter either.  The whole
database for this installation is a bit shy of 10GB, so I'm wondering
if I need to run this on a machine with at least that much RAM?  And
oddly, the dump folder only contained two 32MB +/- files in it when
the process crashed, which is causing me some concern.  Does that
imply that it used 1.3GB of RAM to export 64MB of data?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


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

2014-02-21 Thread Tim Gustafson
 I'm not sure why you think that an RT with only ticket / queue data is
 useful.  You lose all the requestors and owners and ccs/adminccs
 associated with tickets, which would tend to make the history kind of
 useless.

Sorry, I guess I'm not being clear.  That's exactly what I'm talking
about: I want to copy over requestors, owners, CCs and so on, but not
privileged access or group information.

 --no-users will only export users that it encounters while crawling
 other objects, rather than defaulting to serializing all privileged
 users and then serializing unprivileged users as needed.

That was the answer I was looking for, and I think it would be helpful
to add it to the documentation.

 You don't specify an RT version.  4.2.2 and 4.2.3 both contain fixes
 for memory usage.

4.2.2

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


[rt-users] rt-serializer and rt-importer

2014-02-20 Thread Tim Gustafson
I'm thrilled to see an export/import mechanism for RT now - thanks!  I
have three RT instances that I will be merging together using these
tools.

I have a few questions though:

1. I see some options in rt-serializer to skip users and groups.  Does
this mean that any users who are attached to tickets, either as a
requester, owner, CC or whatever won't be imported during rt-importer?
 Or will they be created on the fly during rt-importer?  Or does this
only refer to privileged users and ACL groups?  My plan is to re-build
the privileged users and ACL groups by hand as we don't have that many
of them and the target system uses a different LDAP server via
ExternalAuth, so I need to look up the equivalent user names on the
new system manually.  So, if I don't need to worry about those
privileged users and ACL groups, does that mean I can use those
options?

2. I see an option in rt-importer to save the old ticket organization
and ID into a custom field.  Will this field be used to look up new
e-mails that come in to the system via SMTP?  Or if someone replies to
an existing ticket e-mail they've received from the original RT
system, will that create a new ticket in the new system which will
have to be manually merged with the old ticket?

Is there anything else I should be considering when merging two RT
installations together?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


Re: [rt-users] Mandatory Custom Fields and Group Rights

2014-02-05 Thread Tim Wiley

On 02/05/2014 07:32 AM, Kevin Falcone wrote:

On Tue, Feb 04, 2014 at 08:34:27AM -0800, Tim Wiley wrote:

Is this expected behaviour? How might I work around this?


It is not expected behavior.  I reported this a few months ago.
Thomas said that it's already fixed in the 4.2 branch  there's a
ticket to have it fixed in the 4.0 branch.  Hit the login as guest
button on the URL below.

http://issues.bestpractical.com/Ticket/Display.html?id=25068

Your best bet may be to upgrade to the 4.2 branch.


To clarify, it's not a branch of 4.2, the current releases of 4.2.2
contain these fixes.  Unfortunately, backporting them is non-trivial
so I'm not sure if that will happen for 4.0.

-kevin



Ah yes, I meant s/branch/release/g.  Thanks for the clarification, Kevin.


Re: [rt-users] Mandatory Custom Fields and Group Rights

2014-02-04 Thread Tim Wiley

On 02/04/2014 02:07 AM, Paul Stead wrote:

Hello,

Running RT 4.0.17 on Debian.

We're trying to use RT across the company as our main ticketing system.
This requires other departments to raise tickets into our queue.

We have two mandatory ticket custom fields in this queue for us to
internally categorise tickets.
Our standard users do not have rights to View custom field values or
Modify custom field values and indeed cannot see or set these fields
in the Create Ticket view.

When the user attempts to raise the ticket, RT seems to be checking for
the validity of these custom fields, even though the user has no ability
to set them.

Raising via email works as expected, but our users are used to the RT
interface and prefer to raise this way.

Is this expected behaviour? How might I work around this?


It is not expected behavior.  I reported this a few months ago.  Thomas 
said that it's already fixed in the 4.2 branch  there's a ticket to 
have it fixed in the 4.0 branch.  Hit the login as guest button on the 
URL below.


http://issues.bestpractical.com/Ticket/Display.html?id=25068

Your best bet may be to upgrade to the 4.2 branch.


Re: [rt-users] Relationship Permissions

2014-01-24 Thread Tim Wiley

On 01/23/2014 11:44 PM, Christian Loos wrote:

Am 23.01.2014 20:18, schrieb Tim Wiley:

rt-4.0.13

We have a Queue A  Queue B.

Ticket A is in Queue A, and Ticket B is in Queue B.

User A has ModifyTicket on Queue A, but not on Queue B.  User A would like to 
make Ticket A refer to Ticket B, but is getting a permission denied error.  I 
can only find documentation requiring ModifyTicket on both queues to merge 
tickets, but not for other relationships.  Is there a way to get this to work 
without granting User A ModifyTicket on Queue B?



It's really simple. Put
Set($StrictLinkACL, 0);
in you RT_SiteConfig.pm.

The documentation is here:
http://www.bestpractical.com/docs/rt/4.2/RT_Config.html#StrictLinkACL


Thank you.  I guess I also need to read all of the config options before 
posting.


[rt-users] Relationship Permissions

2014-01-23 Thread Tim Wiley
rt-4.0.13

We have a Queue A  Queue B.

Ticket A is in Queue A, and Ticket B is in Queue B.

User A has ModifyTicket on Queue A, but not on Queue B.  User A would like to 
make Ticket A refer to Ticket B, but is getting a permission denied error.  I 
can only find documentation requiring ModifyTicket on both queues to merge 
tickets, but not for other relationships.  Is there a way to get this to work 
without granting User A ModifyTicket on Queue B?

Re: [rt-users] Relationship Permissions

2014-01-23 Thread Tim Wiley

On 01/23/2014 11:54 AM, Landon Stewart wrote:

On 23 January 2014 11:18, Tim Wiley t...@marchex.com
mailto:t...@marchex.com wrote:

rt-4.0.13

We have a Queue A  Queue B.

Ticket A is in Queue A, and Ticket B is in Queue B.

User A has ModifyTicket on Queue A, but not on Queue B.  User A
would like to make Ticket A refer to Ticket B, but is getting a
permission denied error.  I can only find documentation requiring
ModifyTicket on both queues to merge tickets, but not for other
relationships.  Is there a way to get this to work without granting
User A ModifyTicket on Queue B?


I don’t think so because when you setup a link of any type on Ticket A
RT will create a reciprocal link on Ticket B pointing to A as referred
to by (in this case).


I thought that might be the case (and what I was observing).  Found a 
work around, use the entire URL of the ticket, rather than the ticket 
number.  It's not as elegant, but it'll work in this case.  Thanks for 
the reply.


Re: [rt-users] Change Subject When Resolving

2014-01-09 Thread Tim Wiley

On 01/09/2014 01:10 PM, Nathan Baker wrote:

Hello Everyone,

We recently noticed that if you change the subject of a ticket while you
are resolving it, the change does not take effect.  I've noticed this
for RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x
yet.  Can anyone confirm if this is a bug or if it's something
mis-configured?

Thanks,
Nate


As far as I understand it, changing the subject line when resolving, 
commenting  replying will only set it for that transaction.  To change 
it permanently you'll want to change it via the ticket details.


[rt-users] RT 4.2 Segfaults on FreeBSD 9.2

2013-12-18 Thread Tim Gustafson
I've upgraded from RT 4.0.16 to 4.2 on a FreeBSD 9.2 system.  I'm
using Perl 5.16.3.  When I try to start Apache, it segfaults with the
following information in /var/log/httpd-error.log:

[Tue Dec 17 11:42:38 2013] [error] [client 128.114.49.22] Can't locate
RT/Action/SendEmail.pm in @INC (you may need to install the
RT::Action::SendEmail module) (@INC contains:
/usr/local/share/rt40/lib
/usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib
/usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib
/usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN
/usr/local/lib/perl5/site_perl/5.18/mach
/usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local)
at /usr/local/lib/perl5/site_perl/5.18/RT/Interface/Web/Handler.pm
line 181.\n

[Tue Dec 17 11:42:38 2013] [error] [client 128.114.49.22] Can't locate
RT/Action/SendEmail.pm in @INC (you may need to install the
RT::Action::SendEmail module) (@INC contains:
/usr/local/share/rt40/lib
/usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib
/usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib
/usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN
/usr/local/lib/perl5/site_perl/5.18/mach
/usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local)
at /usr/local/lib/perl5/site_perl/5.18/RT/Interface/Web/Handler.pm
line 181.\n

[Wed Dec 18 13:26:02 2013] [error] [client 128.114.49.22] Can't locate
URI/_foreign.pm in @INC (you may need to install the URI::_foreign
module) (@INC contains: /usr/local/share/rt40/lib
/usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib
/usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib
/usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN
/usr/local/lib/perl5/site_perl/5.18/mach
/usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local)
at /usr/local/lib/perl5/site_perl/5.18/URI.pm line 60.\n

[Wed Dec 18 13:26:02 2013] [error] [client 128.114.49.22] Can't locate
URI/_foreign.pm in @INC (you may need to install the URI::_foreign
module) (@INC contains: /usr/local/share/rt40/lib
/usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib
/usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib
/usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN
/usr/local/lib/perl5/site_perl/5.18/mach
/usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local)
at /usr/local/lib/perl5/site_perl/5.18/URI.pm line 60.\n

I've confirmed that those files do exist for Perl 5.16:

r...@rt-dev.soe.ucsc.edu: locate RT/Action/SendEmail.pm
/usr/local/lib/perl5/site_perl/5.16/RT/Action/SendEmail.pm
r...@rt-dev.soe.ucsc.edu: locate RT/Action/SendEmail.pm
/usr/local/lib/perl5/site_perl/5.16/RT/Action/SendEmail.pm
r...@rt-dev.soe.ucsc.edu: locate URI/_foreign.pm
/usr/local/lib/perl5/site_perl/5.16/URI/_foreign.pm
r...@rt-dev.soe.ucsc.edu: locate URI/_foreign.pm
/usr/local/lib/perl5/site_perl/5.16/URI/_foreign.pm

Why is RT looking for them in a non-existant 5.18 folder?  Should I
just create a symlink for now to get past this?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A



Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2

2013-12-18 Thread Tim Gustafson
 Can you show what’s in /etc/make.conf?

WRKDIRPREFIX=/var/ports
DISTDIR=/var/ports/distfiles
PACKAGES=/var/ports/packages

 Perl 5.16 should be the default.

 http://svnweb.freebsd.org/ports/head/Mk/bsd.default-versions.mk?view=log

 Where did your modules come from?

I installed everything from FreeBSD's /usr/ports

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2

2013-12-18 Thread Tim Gustafson
 So, it’s a jail.

Yes, sorry, I forgot to mention that.

 Did you actually install perl?

Of course, it's a dependency of RT:

r...@rt-dev.soe.ucsc.edu: pkg_info |grep ^perl
perl5-5.16.3_4  Practical Extraction and Report Language

 But it’s OK, if reproducibility is not an issue.

For what it's worth, I originally tried to do this as an upgrade from
4.0.16 to 4.2, but that failed with this same error, so I uninstalled
Perl, and all its dependencies, removed everything from /var/db/ports/
to make sure that all the default options were used while building,
and then re-installed 4.2.

If it helps, I can kill the whole jail and install a totally clean one
and then try again.

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2

2013-12-18 Thread Tim Gustafson
 Something thinks you have perl 5.18.
 Is the perl outside the jail also 5.16?

I believe its 5.16, but what difference should that make?  The jail
has no access to view any aspect of the root system.

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


Re: [rt-users] Question about SMTP in an upgrade from 4.0 to 4.2

2013-10-31 Thread Tim Wiley

On 10/31/2013 01:27 PM, Alex Vandiver wrote:

On Thu, 2013-10-31 at 16:16 -0400, Chris Hall wrote:


If I'm reading this right, am I to understand that after the upgrade
I'll no longer be able to send mail out via an external smtp server?
Is there any way around that?


The smtp setting could cause silent mail loss.  Specifically, because
it attempts to deliver immediately, and only once, if the outgoing mail
server is unavailable at the moment RT attempts to send mail, that mail
would be dropped.  The smtp option also did not support all of the
core mail-sending features that the sendmailpipe method allows.

The correct solution is to install a local MTA, which can be configured
to relay the mail to the original SMTP host.  This provides a durable
mail spool in case the remote SMTP server is inaccessible.  The local
MTA does not need to be configured to accept mail locally if that is not
how you wish RT to operate.
  - Alex



To go a bit further with this, look into nullmailer.  It's a simple MTA 
for machines that *should* be able to send mail via an SMTP host, but 
*should not* receive mail.


[rt-users] Date/Time Output Format

2013-08-01 Thread Tim Gustafson
Hi,

How does one add an additional option to the drop-down for Date
format under the Locale fieldset on individual user's Settings
pages?

I'd like to add mm/dd/ hh:ii A as an option - my users don't
need/want seconds to be displayed there, but would like am/pm to show.

I looked at $DateTimeFormat but I don't see how that would enable me
to let users still have the option of other formats.  All I want to do
is add a new option, not take away the old ones.

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


Re: [rt-users] rt-mailgate issue with postfix

2013-07-23 Thread Tim Wiley

On 07/23/2013 04:53 AM, Rajat toshniwal wrote:

Hi Folks

We have just installed RT4.0.13 in our environment. Our foremost
requirement is ticket creation via email. In our setup we already have
postfix running on separate server.
On RT we are having exim which is acting as relay server and using
postfix mail server as master.
Now I want to integrate my RT server with that mailbox.
In order to do that I installed rt-mailgate on my mail server and
created below mentioned entries in /etc/aliases

*rt-database: |/opt/rt4/bin/rt-mailgate --queue database
--action correspond --url http://rt.xyz.com/;
rt-database-comment: |/opt/rt4/bin/rt-mailgate --queue database
--action comment --url http://rt.xyz.com/;
*
I have database queue configured on my RT box with the above mentioned
email-address. I have also given create-ticket rights to everyone.
Both the email-ids rt-datab...@gml.com and rt-database-comm...@gml.com
are configured on my AD.

But whenever i am trying to create ticket, I get the below mentioned
error from mail.log

Jul 23 07:23:17 mail postfix/smtpd[7389]: connect from localhost[127.0.0.1]
Jul 23 07:23:17 mail postfix/smtpd[7389]: DC0DC45C61:
client=localhost[127.0.0.1]
Jul 23 07:23:17 mail postfix/cleanup[7369]: DC0DC45C61:
message-id=E1V1ag5-0001y3-Hu@dst-2
Jul 23 07:23:17 mail postfix/qmgr[5870]: DC0DC45C61:
from=r...@gml.com, size=1448, nrcpt=1 (queue active)
Jul 23 07:23:17 mail postfix/smtpd[7389]: disconnect from
localhost[127.0.0.1]
Jul 23 07:23:17 mail amavis[5064]: (05064-04) Passed CLEAN,
[192.168.10.24] r...@gml.com - |/opt/rt4/bin/rt-mailgate --queue
database --action correspond --url http://rt.tekmindz.com/@gml.com,
Message-ID: E1V1ag5-0001y3-Hu@dst-2, mail_id: qXkzuLb1TZ4M, Hits: -1,
size: 854, queued_as: DC0DC45C61, 28311 ms
Jul 23 07:23:17 mail postfix/smtp[7386]: 8553245C65:
to=|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url
http://rt.tekmindz.com/@gml.com, relay=127.0.0.1[127.0.0.1]:10024,
delay=28, delays=0.11/0.03/0.01/28, dsn=2.0.0, status=sent (250 2.0.0
Ok, id=05064-04, from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as
DC0DC45C61)
Jul 23 07:23:17 mail postfix/qmgr[5870]: 8553245C65: removed
Jul 23 07:23:18 mail postfix/virtual[7390]: DC0DC45C61:
to=|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url
http://rt.tekmindz.com/@gml.com, relay=virtual, delay=0.17,
delays=0.06/0.05/0/0.06, dsn=5.1.1, status=bounced (unknown user:
|/opt/rt4/bin/rt-mailgate --queue database --action correspond --url
http://rt.tekmindz.com/@gml.com;)
Jul 23 07:23:18 mail postfix/cleanup[7369]: 106A845C64:
message-id=20130723112318.106a845...@mail.gml.com
Jul 23 07:23:18 mail postfix/qmgr[5870]: 106A845C64: from=, size=3673,
nrcpt=1 (queue active)
Jul 23 07:23:18 mail postfix/bounce[7391]: DC0DC45C61: sender
non-delivery notification: 106A845C64
Jul 23 07:23:18 mail postfix/qmgr[5870]: DC0DC45C61: removed
Jul 23 07:23:18 mail postfix/virtual[7390]: 106A845C64:
to=r...@gml.com, relay=virtual, delay=0.12, delays=0.06/0.01/0/0.05,
dsn=2.0.0, status=sent (delivered to maildir)
Jul 23 07:23:18 mail postfix/qmgr[5870]: 106A845C64: removed
Jul 23 07:24:29 mail postfix/smtpd[7363]: idle timeout -- exiting

Actually whole rt-mailgate entry is treated like a user. Right now i am
clueless about what to do.
Kindly help me in troubleshooting this issue.

Regards


You didn't post your exim.conf, so I'm pretty much stabbing in the dark, 
but my guess is a lack of address_pipe transport configuration.


That said, if your postfix machine is only used for routing to/from the 
RT machine, you may want to consider eliminating that machine  running 
postfix on your RT box.  And even if your postfix box is used for other 
things, you may want to consider using postfix on your RT box as well to 
eliminate the confusion of running 2 different MTAs.


Re: [rt-users] Configure Role Rights Globally?

2013-07-12 Thread Tim Wiley

On 07/12/2013 09:51 AM, Elliott, Kevin C (DOR) wrote:

Excellent. That makes sense. Do you handle Rights for the builtin Systems 
groups (Everyone, Unprivileged, Privileged) the same way? Again, it doesn't 
make sense to me to configure these on a queue by queue basis.


Sure, if I want to give blanket permissions to any of those groups to 
all of my queues, however in my setup, I don't.  Most of my queues have 
a group or set of groups with permissions to it.  There are a couple of 
exceptions (Help Desk, etc.) that I give Everyone permissions to, but I 
do that on the queue level so I don't open up the permissions on the 
specific queues that don't need to be public.  If all of your queues are 
public, then I'd set them globally.  It all just depends on how open you 
want ALL of your queues to be.


Re: [rt-users] Mandatory Custom Field Privileges

2013-07-11 Thread Tim Wiley

On 07/10/2013 06:42 PM, Thomas Sibley wrote:

* What's unexpected is if a user has SeeCustomField, but not
ModifyCustomField on a mandatory CF, at ticket creation they get the
error MyCustomField: Input must match [Mandatory] even though it's not
displayed  they don't have modify rights on it.  Shouldn't RT create
the ticket just as it does for a user without SeeCustomField, leaving
the mandatory CF unset?


This is totally a bug.  I just replicated it on 4.0-trunk.

After digging, I discovered that I fixed it on git master, which will
become RT 4.2.  An equivalent fix should be backported to the 4.0
version of the CF validation.

I'm Cc'ing this to our bug tracker.



Thank you for your help Thomas.  I look forward to getting the fix into 
our own instance.


Re: [rt-users] Configure Role Rights Globally?

2013-07-11 Thread Tim Wiley

On 07/11/2013 02:42 PM, Elliott, Kevin C (DOR) wrote:

I have a new install of Request Tracker 4.0.7 and am working through the
very granular Rights structure. I’m planning on implementing a number of
queues, some of which will be managed by IT personnel in departments
other than my own.

I’m wondering how people configure their Role (AdminCC, Cc, Owner and
Requestor) rights – specifically whether or not they configure them on a
per-queue basis or globally? To me, it makes conceptual sense to
configure Role rights globally because regardless of what queue someone
is working in, Requestors will need ReplyToTicket and ShowTicket and so
on for each Role. Is there any obvious drawback to this approach? It
seems unnecessarily tedious to assign the same Rights to each Role for
each Queue.

I would appreciate the input from someone more experienced with Request
Tracker.

Thank you.


This is precisely how we do those roles.

Requestor  Cc:
* ReplyToTicket
* ShowTicket

AdminCc:
* CommentOnTicket
* ReplyToTicket
* ShowTicket
* ShowTicketComments

As for owner, they'll already have rights in the queue by virtue of 
being a worker in it.  At least in my setup they do.  It seems to work 
pretty well for giving permissions to users that have a vested interest 
in a given ticket, but not having specific permissions in the queue.


[rt-users] Mandatory Custom Field Privileges

2013-07-09 Thread Tim Wiley
GroupA are workers in  effectively own Queue1.  GroupA requested a 
number of custom fields for their queue that help facilitate better 
reporting on tickets.  Because of the reporting nature of these custom 
fields, GroupA has requested that only they have the permissions 
required to set the values on these fields  that they are mandatory. 
Furthermore, these custom fields should be hidden from GroupB, the group 
that is allowed to submit tickets to the queue.  Ideally, if GroupB 
can't see or modify the custom field, they shouldn't be told at ticket 
creation that the CFs are mandatory  the ticket should be created. 
Once a ticket lands in the hands of GroupA  they modify the ticket, the 
mandatory CFs with no values should then be verified  an error should 
be displayed, not allowing the modify until all mandatory CFs are filled 
out (because GroupA has permissions to see  modify the custom fields).


I've looked all over for the special permissions recipe for this setup  
I can't find anything.  Am I the only one trying to use RT in this 
manner?  Is there a way to do this that I'm missing?   Do you need more 
information or clarification?  I'll gladly supply it.


Re: [rt-users] Mandatory Custom Field Privileges

2013-07-09 Thread Tim Wiley

On 07/09/2013 04:43 PM, Thomas Sibley wrote:

On 07/09/2013 02:20 PM, Tim Wiley wrote:

GroupA are workers in  effectively own Queue1.  GroupA requested a
number of custom fields for their queue that help facilitate better
reporting on tickets.  Because of the reporting nature of these custom
fields, GroupA has requested that only they have the permissions
required to set the values on these fields  that they are mandatory.
Furthermore, these custom fields should be hidden from GroupB, the group
that is allowed to submit tickets to the queue.  Ideally, if GroupB
can't see or modify the custom field, they shouldn't be told at ticket
creation that the CFs are mandatory  the ticket should be created. Once
a ticket lands in the hands of GroupA  they modify the ticket, the
mandatory CFs with no values should then be verified  an error should
be displayed, not allowing the modify until all mandatory CFs are filled
out (because GroupA has permissions to see  modify the custom fields).

I've looked all over for the special permissions recipe for this setup 
I can't find anything.  Am I the only one trying to use RT in this
manner?  Is there a way to do this that I'm missing?   Do you need more
information or clarification?  I'll gladly supply it.


You never said what you tried and what isn't working...

Not letting one group of users see a set of CFs is possible with RT's
rights, provided you haven't granted rights too widely at the global
level.  You may need to rejigger some of your rights first to be less
global and more role/group/object specific.



I think that might've been the key.  I removed some more wide spread 
permissions on one of my mandatory fields  the error is gone.  Let me 
play around with the others  I'll get back to you.


The blanket permission was SeeCustomField granted to everyone on the CF 
level.  I'm guessing that there's no good way to allow a user to see the 
field, but not modify it?  Am I misunderstanding what SeeCustomField allows?


It's possible, I was mistaken on SeeQueue a while back.


Re: [rt-users] Upgrade from RT 4.0.9 to 4.0.11

2013-04-29 Thread Tim Wiley

On 04/29/2013 02:28 PM, Carlos Santos wrote:

I figured it out. No need to reply.


Would you mind including your solution in case someone having the same 
issue is searching the archives?




[rt-users] Cross-Site Forgery Warning from Gmail

2013-04-12 Thread Tim Gustafson
Hi,

When I click on an RT link from Gmail, I'm getting:

RT has detected a possible cross-site request forgery for this
request, because your browser did not supply a Referrer header.

I already have:

Set(
  @ReferrerWhitelist,
  qw(*.google.com:443)
);

But, as the error message states: the warning is being reported
because of the lack of a Referrer header.  Can this be fixed for links
that come from Gmail?

-- 

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


Re: [rt-users] Creating tickets on behalf of users via email

2013-04-09 Thread Tim Cutts

On 9 Apr 2013, at 08:18, Craig Ringer cr...@2ndquadrant.com wrote:

 Hi all
 
 I'm increasingly finding it desirable to open correspondence with a client by 
 email and have the conversation tracked in RT. This is cumbersome enough to 
 do that I wonder if I'm missing something obvious.
 
 I can create a ticket in their name via the web ui, but that results in an 
 auto-acknowledgement email to them and doesn't send them a copy of the 
 request its self since they're presumed to have sent it.
 
 I can create it with me as requestor, add them as Cc, save, then delete them 
 from Cc and add them as requestor afterwards. That seems awfully convoluted, 
 though, and doesn't allow me to create a ticket in their name by email.

Remember it's trivially easy to write scripts which forge email headers, in 
most environments.  All you need to do is set the From: header to the user's 
email address, and RT will do the right thing with it.  You can do this 
trivially using sendmail on the UNIX command line:

$ /usr/lib/sendmail -t  EOF
From: Barack Obama presid...@whitehouse.gov
To: t...@example.com
Subject: Fake email

This email is not really from Barack Obama...
EOF

Tim

--
 The Wellcome Trust Sanger Institute is operated by Genome Research
 Limited, a charity registered in England with number 1021457 and a
 company registered in England with number 2742969, whose registered
 office is 215 Euston Road, London, NW1 2BE.


[rt-users] New Ticket Menu Permissions

2013-04-05 Thread Tim Wiley
Hey folks.  Let me start by saying that I'm in the process of upgrading 
our RT install from 3.6.3 to 4.0.10.  That said, I'm having an issue 
with some permissions that I'd really like to get figured out for a 
queue that I've setup prior to the upgrade.


In 3.6.3, it appears that a user needs SeeQueue in order to see a 
particular queue in the New ticket in drop down menu.  Ideally that 
should only require CreateTicket.  How can I change that so that a user 
only needs CreateTicket rights?  It looks like this is also a problem in 
4.0.10, so your time helping me with 3.6.3 won't be completely wasted on 
an old version.


Thank you in advance.


Re: [rt-users] New Ticket Menu Permissions

2013-04-05 Thread Tim Wiley

On 04/05/2013 06:02 PM, Tim Wiley wrote:

Hey folks.  Let me start by saying that I'm in the process of upgrading
our RT install from 3.6.3 to 4.0.10.  That said, I'm having an issue
with some permissions that I'd really like to get figured out for a
queue that I've setup prior to the upgrade.

In 3.6.3, it appears that a user needs SeeQueue in order to see a
particular queue in the New ticket in drop down menu.  Ideally that
should only require CreateTicket.  How can I change that so that a user
only needs CreateTicket rights?  It looks like this is also a problem in
4.0.10, so your time helping me with 3.6.3 won't be completely wasted on
an old version.

Thank you in advance.


Ignore me.  I played with this some more  realize now what SeeQueue 
accomplishes.  I was trying to use it improperly.  My apologies.


Re: [rt-users] Tikcet MergedInto Operation Problem in RT

2013-04-03 Thread Tim Cutts

On 3 Apr 2013, at 03:41, Yuming Zhu y...@redhat.com wrote:

 Hi, Guys
 
 I got a problem when I query the DB for ticket history data.
 When I do this operations on rt web, the DB Tickets table as followed:
 
 
 1. create two tickets 193729 193730
 id EffectiveId Status
 -- --- -
 193729 193729   new  
 193730 193730   new
 
 2. merge 193729 into 193730. 193729's status becomes resolved
 id EffectiveId Status
 -- --- -
 193729 193730   resolved
 193730 193730   new
 
 so in STEP II, status of merged ticket became resolved
 
 But if this, because ticket can be created with new, open or resolved status, 
 and if there's no any status change before merging,
 the status of merged ticket couldn't be known logically.
 so we can't get the exact history data, although the case should hardly exist.

I'm not sure I understand the problem.  The status of the merged ticket is now 
'new' which what you'd expect.  The status of 193729 isn't really relevant any 
more, is it?

 Could it be considered as a bug or defect for change(remove this feature or 
 add a status change record in transactions table)?

This behaviour is configurable in ticket lifecycles.  The default is that the 
ticket that was merged away from is set to resolved.  You can change that to 
whatever you like, although the documentation does recommend that it's an 
'inactive' status (defined elsewhere in the lifecycle, but resolved or rejected 
by default)

I suspect odd things might happen if you set it to an active status.  You could 
always create a new inactive status 'merged' in the lifecycle, and then set the 
on_merge status to that.  I don't think it makes much difference though, since 
the status of the merged away ticket isn't displayed anywhere in the UI.

Tim

--
 The Wellcome Trust Sanger Institute is operated by Genome Research
 Limited, a charity registered in England with number 1021457 and a
 company registered in England with number 2742969, whose registered
 office is 215 Euston Road, London, NW1 2BE.


Re: [rt-users] RT4 and ITIL

2013-04-02 Thread Tim Cutts

On 2 Apr 2013, at 16:35, Lisa Tomalty ltoma...@uwaterloo.ca wrote:

 HI all
  
 If you have used RT4 with ITIL service operations processes (and/or other 
 ITIL processes such as change management), can you send me an email to 
 discuss?

Yes, keep it on list, please - I'm interested in this.

I've had a few ideas (adding another closed status beyond resolved, 
maintaining separate service request, incident and problem queues with 
different lifecycles so that incidents can't become problems) and so on.  RTFM 
is sort of a Known Error Database.  However, RT's Owner model doesn't quite fit 
with a strict ITIL service desk idea of the ticket owner remaining in the 
Service Desk, even though the person actually working on resolving the problem 
might be somewhere else, although you'd conceivably do that with child tickets 
in other queues.  Alternatively, the ITIL Incident Owner could be the RT Ticket 
AdminCc, perhaps?

I'd be interested in hearing any discussion people have about it.

Tim




--
 The Wellcome Trust Sanger Institute is operated by Genome Research
 Limited, a charity registered in England with number 1021457 and a
 company registered in England with number 2742969, whose registered
 office is 215 Euston Road, London, NW1 2BE.


Re: [rt-users] Configure Options for Custom Directories

2013-03-18 Thread Tim Wiley

On 03/18/2013 06:06 AM, Kevin Falcone wrote:

On Sat, Mar 16, 2013 at 10:31:53AM -0700, Tim Wiley wrote:

I'm wanting to change the directory layout of our RT installation
just a bit to put it more in line with the standards of our
packaging  deploy system.  The configure script clearly states that
this is possible with a set of options.

However, I'm finding that of the 3 options I want to use (prefix,
sysconfdir  localstatedir), only prefix is being honored.  I've
attached (for readability) a log of my configure command  then a
grep for one of my option values.  Clearly, the configure script is
ignoring my other 2 options as they show up nowhere in the grep
output except for where the configure command is stored.


I can totally believe that autoconf and our usage is interacting
poorly.  I bet you'll have *much* more luck defining a custom layout
than bending autoconf.  This is how the debian packages (for example)
work.

Open up config.layout, copy one of the sections, give it a different
name and then run configure with --enable-layout=mylayout
You may need to run configure.ac and/or clean out autom4te.cache to
ensure that autoconf sees your changes.  This should give you a lot
more flexibility.

-kevin


Thank you, Kevin.  I'll do that  report back this morning.


--
RT training in Amsterdam, March 20-21: 
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: 
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[rt-users] Configure Options for Custom Directories

2013-03-16 Thread Tim Wiley
I'm wanting to change the directory layout of our RT installation just a 
bit to put it more in line with the standards of our packaging  deploy 
system.  The configure script clearly states that this is possible with 
a set of options.



snip
Installation directories:
  --prefix=PREFIX install architecture-independent files in PREFIX
  [/opt/rt4]
  --exec-prefix=EPREFIX   install architecture-dependent files in EPREFIX
  [PREFIX]

By default, `make install' will install all the files in
`/opt/rt4/bin', `/opt/rt4/lib' etc.  You can specify
an installation prefix other than `/opt/rt4' using `--prefix',
for instance `--prefix=$HOME'.

For better control, use the options below.

Fine tuning of the installation directories:
  --bindir=DIRuser executables [EPREFIX/bin]
  --sbindir=DIR   system admin executables [EPREFIX/sbin]
  --libexecdir=DIRprogram executables [EPREFIX/libexec]
  --sysconfdir=DIRread-only single-machine data [PREFIX/etc]
  --sharedstatedir=DIRmodifiable architecture-independent data 
[PREFIX/com]

  --localstatedir=DIR modifiable single-machine data [PREFIX/var]
  --libdir=DIRobject code libraries [EPREFIX/lib]
  --includedir=DIRC header files [PREFIX/include]
  --oldincludedir=DIR C header files for non-gcc [/usr/include]
  --datarootdir=DIR   read-only arch.-independent data root 
[PREFIX/share]
  --datadir=DIR   read-only architecture-independent data 
[DATAROOTDIR]

  --infodir=DIR   info documentation [DATAROOTDIR/info]
  --localedir=DIR locale-dependent data [DATAROOTDIR/locale]
  --mandir=DIRman documentation [DATAROOTDIR/man]
  --docdir=DIRdocumentation root [DATAROOTDIR/doc/rt]
  --htmldir=DIR   html documentation [DOCDIR]
  --dvidir=DIRdvi documentation [DOCDIR]
  --pdfdir=DIRpdf documentation [DOCDIR]
  --psdir=DIR ps documentation [DOCDIR]
/snip


However, I'm finding that of the 3 options I want to use (prefix, 
sysconfdir  localstatedir), only prefix is being honored.  I've 
attached (for readability) a log of my configure command  then a grep 
for one of my option values.  Clearly, the configure script is ignoring 
my other 2 options as they show up nowhere in the grep output except for 
where the configure command is stored.


Any help?
user@host:~/download/rt/rt-4.0.10$ ./configure --prefix=/site/rt/rt-4.0.10 
--sysconfdir=/site/rt/rt-4.0.10/conf --localstatedir=/site/rt/rt-4.0.10/run 
--enable-gd --enable-graphviz --with-db-type=Pg --with-db-database=rt 
--with-web-user=www-data --with-web-group=www-data --with-rt-group=www-data 
--with-web-handler=modperl2
checking for a BSD-compatible install... /usr/bin/install -c
checking for perl... /usr/bin/perl
checking for chosen layout... relative
checking if database name is set... yes
checking for gcc... gcc
checking whether the C compiler works... yes
checking for C compiler default output file name... a.out
checking for suffix of executables... 
checking whether we are cross compiling... no
checking for suffix of object files... o
checking whether we are using the GNU C compiler... yes
checking whether gcc accepts -g... yes
checking for gcc option to accept ISO C89... none needed
checking for aginitlib in -lgraph... no
checking for gdlib-config... yes
checking for gpg... yes
configure: creating ./config.status
config.status: creating etc/upgrade/3.8-branded-queues-extension
config.status: creating etc/upgrade/3.8-ical-extension
config.status: creating etc/upgrade/split-out-cf-categories
config.status: creating etc/upgrade/generate-rtaddressregexp
config.status: creating etc/upgrade/upgrade-articles
config.status: creating etc/upgrade/vulnerable-passwords
config.status: creating sbin/rt-attributes-viewer
config.status: creating sbin/rt-preferences-viewer
config.status: creating sbin/rt-session-viewer
config.status: creating sbin/rt-dump-metadata
config.status: creating sbin/rt-setup-database
config.status: creating sbin/rt-test-dependencies
config.status: creating sbin/rt-email-digest
config.status: creating sbin/rt-email-dashboards
config.status: creating sbin/rt-clean-sessions
config.status: creating sbin/rt-shredder
config.status: creating sbin/rt-validator
config.status: creating sbin/rt-validate-aliases
config.status: creating sbin/rt-email-group-admin
config.status: creating sbin/rt-server
config.status: creating sbin/rt-server.fcgi
config.status: creating sbin/standalone_httpd
config.status: creating sbin/rt-setup-fulltext-index
config.status: creating sbin/rt-fulltext-indexer
config.status: creating bin/rt-crontool
config.status: creating bin/rt-mailgate
config.status: creating bin/rt
config.status: creating Makefile
config.status: creating etc/RT_Config.pm
config.status: creating lib/RT/Generated.pm
config.status: creating t/data/configs/apache2.2+mod_perl.conf
config.status: creating 

Re: [rt-users] Limiting candidate addresses for AdminCC

2013-03-14 Thread Tim Wiley

On 03/14/2013 03:34 PM, Ram wrote:

Hey folks,
I'm looking to restrict what addresses can be added as AdminCC.

The idea is to prevent our staff from errantly adding an external party
as an AdminCC on a ticket because we don't want external parties seeing
comments. Ideally this would be done by requiring that AdminCCs be
members of a group that is the authorization mechanism so we can add or
remove users to that group (likely to be our entire Staff group).

What's the right way to do this?

On a related note what's the Right to grant (or prevent) adding a queue
AdminCC?

thanks
ram


I can answer your second question because I just went through this, 
myself.  To be able to add someone other than yourself to AdminCC for a 
ticket, you must have ModifyTicket permissions.



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Re: [rt-users] Understanding RT::Extension::MergeUsers

2013-03-04 Thread Tim Cutts

On 4 Mar 2013, at 18:18, Komarinski, Mark F. 
mark_komarin...@hms.harvard.edu wrote:

 We have enough confusion in our RT user list that I'd like to install this.  
 It's already in our development environment and seems to be working (I'm the 
 only one using it right now).
 
 In the event I have to remove it for any reason, do I have to go through and 
 unmerge all the users before doing so, or can I just remove the plugin?

I seem to recall, having had to do this, that you can remove the merges with 
relatively simple SQL statements, but I don't recall the details I'm afraid.

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


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Re: [rt-users] Redacting details from ticket emails?

2013-02-28 Thread Tim Cutts

On 28 Feb 2013, at 01:15, Craig Ringer cr...@2ndquadrant.com wrote:

 Hi all
 
 I've noticed a feature we've come to rely on in Eventum, our old support 
 system, that I can't seem to find in RT. It must've come up for people 
 here so I'm wondering how you handle it.
 
 Sometimes customers send passwords and other details in by email. We don't 
 want those floating around unencrypted in our database history, so we usually 
 redact them from the email or delete the whole email from the ticket history 
 via the web UI.

Admins can use the Shredder functionality to remove transactions which contain 
the offending password.  There's not facility to redact the message itself, as 
far as I know, but you can remove the message.

 There doesn't appear to be a facility for doing this in RT's UI.

There is, but it's only accessible to those with the RT SuperUser right; for 
fairly obvious reasons it's not exposed to ordinary users (or even privileged 
users).

Shredder also has a command line interface.

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


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[rt-users] rt instance can't reply

2013-02-22 Thread 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 request-re...@mycompany.com

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

In-Reply-To: cd4d31be.e8401%tim.dun...@mycompany.com

References: rt-ticket...@mycompany.com

 rt-4.0.10-31060-1361559842-482.11-...@mycompany.com

 cd4d31be.e8401%tim.dun...@mycompany.com

Message-ID: rt-4.0.10-31080-1361561522-380.11-...@mycompany.com

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

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

2013-02-22 Thread 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 bluethu...@gmail.com 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 request-re...@mycompany.com

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

 In-Reply-To: cd4d31be.e8401%tim.dun...@mycompany.com

 References: rt-ticket...@mycompany.com

  rt-4.0.10-31060-1361559842-482.11-...@mycompany.com

  cd4d31be.e8401%tim.dun...@mycompany.com

 Message-ID: rt-4.0.10-31080-1361561522-380.11-...@mycompany.com

 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

Re: [rt-users] Extra new-lines in emails from RT

2013-02-21 Thread Tim Wiley

On 02/21/2013 08:15 AM, Robert Nesius wrote:

Should have searched more first I guess

Looks like this is what I need.
http://bestpractical.com/rt/docs/4.0/RT_Config.html#CheckMoreMSMailHeaders

I don't see this option in my configs - would be nice if the docs showed
the version these config settings first appeared in, though I suppose I
could grep change logs for that too.  Even so would be kind of nice.


Grep the code for it.  If it's available, it should show up in your code 
somewhere.



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Re: [rt-users] URL Error after upgrading to rt4

2013-02-14 Thread Tim Wiley

On 02/14/2013 02:29 PM, Rolf Krogstad wrote:

Hello,

I have created a new server (RedHat 5.9 64-bit) and am running the latest
version of MySQL and RT 4.0.10.   The old server was RT 3.6.6

I exported the data from the old server as follows:

mysqldump -uroot -p  --opt --skip-lock-tables --max_allowed_packet=10 -
-single-transaction --default-character-set=binary --databases rt3 
RT_mysql_backup.sql

I then changed all references to the database rt3 to be rt4

I then imported the data into the new system, ran the upgrade steps as
outlined in docs/UPGRADING.mysql.   (ran update from 3.6.6 to v3.7.87,
generated and ran 'queries.sql', ran updates from 3.7.87 to current)

With one user I can go in and select a ticket and it opens fine with the URL:
http://v20labtrack/Ticket/Display.html?id=2973

If I log in as a different user it generates this URL which comes up with
a page not found error:
http://v20labtrack/rt3/Ticket/Display.html?id=2973

The generation of the URL is user dependent, it is correct for some and wrong
for some.  The old system was configured to require '/rt3' after the system
name.  The new system is not.

There is no 'rt3' in the RT_SiteConfig.pm file.

Any idea how to get that to stop inserting '/rt3' into the URL?

Thanks

Rolf
Pace Analytical Services Inc.





Is this user dependent on the same machine?  Or is each user on a 
different workstation?  It sounds more like something that is machine 
dependent, not user dependent.



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Re: [rt-users] rt-mailgate error 302 with WebExternalAuth and Apache OpenID module

2013-02-13 Thread Tim Wiley

On 02/12/2013 08:00 PM, Thomas Klump wrote:

I’m working on implementing RT with OpenID. I started with a basic
installation of RT and I created some test tickets from within the webui
and via email. Everything worked great. I then started to implement
OpenID for authentication. I tried using the RT OpenID plugin but I was
never able to get that to work and there was very little documentation
out there about it. I then decided to install WebExternalAuth use the
Apache OpenID module for authentication. I was able to get this to work
and now the web interface works great. Unfortunately, now the
rt-mailgate is no longer working. When I email the queue the following
error is logged in the maillog:

Feb 13 03:17:03 sendmail[20134]: r1D3Gsht020130:
to=|/usr/local/rt/bin/rt-mailgate --queue 'Customer Service' --action
correspond --url http://rt.example.com/;,
ctladdr=customerserv...@rt.example.com
mailto:customerserv...@rt.example.com (8/0), delay=00:00:08,
xdelay=00:00:01, mailer=prog, pri=123857, dsn=4.0.0, stat=Deferred: prog
mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

I then tried testing it from command line with the following results:

# (echo Subject: test; echo; echo test) |/usr/local/rt/bin/rt-mailgate
--queue 'Customer Service' --action correspond --url
http://rt.example.com --debug

/usr/local/rt/bin/rt-mailgate: temp file is '/tmp/b4OHJlWSwH/Kgebhr0hI2'

/usr/local/rt/bin/rt-mailgate: connecting to
http://rt.example.com/REST/1.0/NoAuth/mail-gateway

An Error Occurred

=

302 Found

/usr/local/rt/bin/rt-mailgate: undefined server error

I then switched back to normal authentication methods in my apache
virtualhost config and then rt-mailgate would process emails
successfully. Here is my apache vituralhost configuration that seems to
be the problem:

VirtualHost *:80

 # Optional apache logs for RT

 # ErrorLog /usr/local/rt/var/log/apache2.error

 # TransferLog /usr/local/rt/var/log/apache2.access

 # LogLevel debug

 AddDefaultCharset UTF-8

 DocumentRoot /usr/local/rt/share/html

 Location /

# If I comment out the section below and uncomment the two lines below
that everything works

 AuthType OpenID

 require valid-user

 AuthOpenIDTrusted ^http://www.example.com/$

 AuthOpenIDUseCookie On

 AuthOpenIDSingleIdP http://www.example.com

 AuthOpenIDTrustRoot http://rt.example.com

 AuthOpenIDCookieName rt_auth_cookie

 AuthOpenIDSecureCookie Off

#   Order allow,deny

#   Allow from all

 SetHandler modperl

 PerlResponseHandler Plack::Handler::Apache2

 PerlSetVar psgi_app /usr/local/rt/sbin/rt-server

 /Location

 Perl

 use Plack::Handler::Apache2;


Plack::Handler::Apache2-preload(/usr/local/rt/sbin/rt-server);

 /Perl

/VirtualHost

Thanks for any help on this issue.

Thomas Klump







I don't use RT in this way, but it sounds like you need to open up an 
area of RT for no authentication.  Take a look at the page below.  Note 
that it says it's out of date, so I may be way off here, but check out 
the part where it opens up /NoAuth.  You may have to play around with 
the location, as it looks like you're going through the REST API.



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Re: [rt-users] RT-Extension-RepliesToResolved not creating links

2013-02-13 Thread Tim Cutts

On 13 Feb 2013, at 16:34, Nick Fennell nick.fenn...@appliansys.com wrote:

 Hi All.
 
 Have just installed/enabled the plugin 'RT-Extension-RepliesToResolved'. This 
 was in place of a less supported option 'ForkIntoNewTicket'.
 
 The new plugin seems to work in the basic sense, resolved tickets are no 
 longer recording new messages but instead, new messages are forked correctly 
 into a new ticket.
 
 However, I have one or two little gripes;
 
 1) I don't see the links being created between the forked response and the 
 original ticket
 2) I'd like to be able to prefix the forked template so that it includes a 
 similar message to;
 
 Response received on reply to previously resolved ticket: #12345

Can't help you with the second bit, but (1) is already fixed, if you're using 
version 0.02 of the extension, which you can get from github if it's not on 
CPAN yet:

https://github.com/bestpractical/rt-extension-repliestoresolved

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


-- 
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Re: [rt-users] rt-mailgate error 302 with WebExternalAuth and Apache OpenID module

2013-02-13 Thread Tim Wiley

On 02/13/2013 10:10 AM, Thomas Klump wrote:

Tim,

Thanks, adding a section to the virtualhost configuration for NoAuth having no 
authentication worked like a charm. The webpage I found the solution on is:

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

Thanks,

Thomas


It's usually a good idea to also reply to the list so others know the 
eventual resolution.


Also...so much for responding to e-mail before coffee.  I absolutely 
intended on adding that link to my e-mail  didn't.  My apologies.  I'm 
glad you eventually found it  figure it out.



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

2013-01-26 Thread 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 bluethu...@gmail.com 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


Re: [rt-users] Notifying Ticket Owners of email updates

2013-01-25 Thread Tim Wiley

On 01/25/2013 06:48 AM, globo wrote:

Hi,

When a ticket gets logged the requester receives a email with the ticket
number and also the option to reply to the email to update the request.

I need to be able to notify the owner of the ticket when the request gets
updated by email. Does anyone know the script or have a template to allow
this ?


Are you looking for NotifyActor?

# By default, RT doesn't notify the person who performs an update, as they
# already know what they've done. If you'd like to change this behaviour,
# Set $NotifyActor to 1

Set($NotifyActor, 1);



[rt-users] Sqlite to MySQL migration with a 4.0.5 deployment

2013-01-24 Thread Tim Pozar
I see mail how to move from SQLite to MySQL with 3.x versions of RT.  I expect 
that this may be different with 4.0.x versions.  Anyone have a pointer on how 
to do this? I am currently running version 4.0.5.

Thanks…
Tim

Re: [rt-users] RT Migration to new HW and version

2013-01-19 Thread Dr Tim Cutts
Given that Solaris and MySQL are both Oracle products, one would hope they 
still work together...

On 19 Jan 2013, at 01:58, Judy Gaukel j...@epicenter.ucsd.edu wrote:

 I have a sort of related question here -- we have an embarrassingly old 
 version of RT on another server -- I am trying to install it on a new 
 (Solaris 10) machine and see
 that openCSW no longer has mysql5rt --- and don't really know the tweaks that 
 make mysql5 mysql5rt.
 Where do people get their mysql5 for Solaris these days (gee - does anybody 
 still use solaris?!)...
 Thanks,
   Judy
 
 
 
 On Wed, Nov 14, 2012 at 6:12 AM, kem cho kemcho12...@yahoo.com wrote:
 Those are the exact steps we took when we migrated to new HW and upgraded to 
 latest; except, we are using mysql instead of Oracle. We migrated from 3.8 
 to 4.0.8
 Note: for step 4, I ran make upgrade-database. It mentions this in README
  
 Good luck!
  
  
 
 From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
 To: RT User List rt-users@lists.bestpractical.com 
 Sent: Tuesday, November 13, 2012 11:08 PM
 Subject: [rt-users] RT Migration to new HW and version
 
 Hi, I am running RT 4.0.1rc1 and I want to upgrade this to the latest in the 
 same time I need to do an upgrade on our HW too and Oracle 10g2. The process 
 that I’m thinking of following would be
 1.   Install and configure new RT instant and Database
 2.   Replicate configuration (SLA, LDAP, and any other that I have done 
 so far)
 3.   Backup and Restore the database on this new environment
 4.   Run upgrad scripts (if there is any) for the database
 Will this work, if not how would I go about achieving this kind of migration
  
 Thanks and Best Regards
 
 
 We're hiring! http://bestpractical.com/jobs
 
 
 
 
 We're hiring! http://bestpractical.com/jobs
 



-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 



[rt-users] RT Command Line

2013-01-17 Thread 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] RT Command Line

2013-01-17 Thread 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 falc...@bestpractical.comwrote:

 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


Re: [rt-users] Ignoring out of office emails

2013-01-16 Thread Tim Cutts

On 15 Jan 2013, at 23:26, Brent Wiese bwi...@elementps.com wrote:

 I have a powershell script that emails users (using the System.Net.Mail 
 class) and the “From” address is set to our RT system, making it easier for 
 users to get help if needed.
  
 The problem is, people’s out-of-office responses are opening tickets.
  
 I added the “Precendence: bulk” header after checking through the RT lists as 
 it looks like (at least in rt 3.x) it would filter those emails out and not 
 interact with tickets. But it’s not working.

 Is this no longer the case in RT4? Or does it not apply to ticket creation? I 
 can see the Precendence: bulk header being added in the original email.

The problem, as I understand it, is Microsoft Exchange.  It sends out-of-office 
replies as ordinary messages, and doesn't use any of the established methods 
which could be used to mark such messages, such as a Return-Path header of , 
or an Auto-reply header, or a bulk precedence header.  It does, however, seem 
to add its own header:

Out of Office AutoReply:

so you could add something in RT's bounce detection to detect that.

Regards,

Tim

--
 The Wellcome Trust Sanger Institute is operated by Genome Research
 Limited, a charity registered in England with number 1021457 and a
 company registered in England with number 2742969, whose registered
 office is 215 Euston Road, London, NW1 2BE.


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

2013-01-11 Thread Tim Dunphy
Amazingly helpful. Thank you!

On Thu, Jan 10, 2013 at 12:51 PM, Ruslan Zakirov r...@bestpractical.comwrote:

 On Thu, Jan 10, 2013 at 5:28 PM, Tim Dunphy bluethu...@gmail.com 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 r...@bestpractical.com
  wrote:
 
  On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy bluethu...@gmail.com
 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 bluethu...@gmail.com
   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

2013-01-10 Thread 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 r...@bestpractical.comwrote:

 On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy bluethu...@gmail.com 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


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

2013-01-10 Thread 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 r...@bestpractical.comwrote:

 On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy bluethu...@gmail.com 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 bluethu...@gmail.com
 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


[rt-users] Searching Ticket Bodies

2013-01-08 Thread Tim Gustafson
Is there any way to search the bodies of tickets, replies and
comments?  In the advanced search editor I don't see those columns
listed in any of the search parameters.

-- 

Tim Gustafson
t...@soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


[rt-users] Users Can't Edit Dashboard Widgets

2013-01-08 Thread Tim Gustafson
When my users click the Edit link at the top-right of their RT home
page widgets, and then change their options, and click Save, they
see:

No permission to set preferences

But I can't find a permission that seems to map to this action.  What
permission do users need to have in order to customize their RT home
page?

-- 

Tim Gustafson
t...@soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


Re: [rt-users] Searching Ticket Bodies

2013-01-08 Thread Tim Gustafson
 http://bestpractical.com/rt/docs/latest/RT_Config.html#FullTextSearch
 http://bestpractical.com/rt/docs/latest/full_text_indexing.html

 These are also shipped with RT itself as doc in etc/RT_Config.pm and
 docs/full_text_indexing.pod.

Hrmm, I remember now.  That documentation states:

MySQL does not support full-text indexing natively.

Which is untrue.  MySQL does indeed have full-text indexing, and the
most recent version has full-text indexing with InnoDB tables.  Is
there any hope for taking advantage of the FTS built-in to MySQL?  My
MySQL server does a *lot* more than just RT, and re-compiling the
whole thing with an add-on that gets used by exactly one database (out
of, let's say, 400 databases) seems sub-optimal.

-- 

Tim Gustafson
t...@soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


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

2013-01-04 Thread Tim Dunphy
/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 /usr/local/rt4/lib
/usr/local/rt4/lib/rt3/lib /usr/local/rt4/lib/lib/rt3 /usr/local/rt4/lib/lib
Caught an potential prompt infinite loop (inc/Module/Install/RTx.pm|52|Path
to directory containing your RT.pm:) at inc/Module/Install/Makefile.pm line
25, STDIN line 3.

Thanks
Tim
-- 
GPG me!!

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


Re: [rt-users] Placing 2 CF in RT ticket subject

2013-01-02 Thread Tim Cutts

On 29 Dec 2012, at 08:48, Nums benwils...@gmail.com wrote:

 I am trying to create a script which will pull 2 custom field values into the 
 RT 
 ticket subject upon creation. 
 I am able to do it with one using script below, but 
 unable to manage to pull 2 CF values, is this possible?
 
 my $subject = $self-TicketObj-FirstCustomFieldValue('Custom Field 
 Selection')
 
 $self-TicketObj-SetSubject($subject); 

my $field1 = $self-TicketObj-FirstCustomFieldValue('Custom Field Selection');
my $field2 = $self-TicketObj-FirstCustomFieldValue('Other Custom Field');

my $subject = $field1 $field2;

$self-TicketObj-SetSubject($subject); 

or something like that.

Tim.

--
 The Wellcome Trust Sanger Institute is operated by Genome Research
 Limited, a charity registered in England with number 1021457 and a
 company registered in England with number 2742969, whose registered
 office is 215 Euston Road, London, NW1 2BE.


Re: [rt-users] Multi-tenant

2012-12-13 Thread Tim Cutts

On 13 Dec 2012, at 10:56, Shuvam Misra shuvam.mi...@merceworld.com wrote:

 The overall-rights-matrix on only-one-userbase makes it
 difficult to wall in each of the groups, so they never
 see or notice one of the others.  It *is* possible, but
 error-prone, if the 'groups' try to administer their own
 'set of queues'.  One wrong click or 'right' and information
 leaks will happen.  In sigle-tenant-setups this stays
 impossible and virtual hosts are relatively cheap.
 
 An application has to be designed to be multi-tenanted from the ground up
 to avoid these dangers. I guess RT is not.

Indeed; there are several places where this is obvious; the principal ones, in 
my view, being Scrips and Templates.  Both of these allow essentially arbitrary 
perl code.  RT's access control lists don't apply here - everything essentially 
happens as the RT::System user, so if a user has the ability to write Mason 
templates, or to write Scrips, they can automatically access anything in the 
database, even if the ACLs formally forbid it.

Even if you had the client id column, you'd still have security issues to do 
with arbitrary perl, since you can always find the appropriate database handle 
and just do things to the database willy nilly.

In order to make multi-tenant even remotely sensible, you'd have basically 
completely ban users from making custom scrips and templates.  And then, in my 
view, re-architect the way things work.  You'd probably need:

a)  Several RT::System style users for the different tenants (or possibly)
b)  Database level permissions using those users

Row-based authentication isn't available in MySQL, so you'd probably have to 
use something like Oracle, if you wanted it really bullet proof.

Personally, I'd do multi-tenant through virtualisation.  Still only one piece 
of hardware, but you're keeping the data more effectively segregated.  You 
could simplify and centralise your configuration through scripts, so you didn't 
have to configure each tenant by hand.

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


Re: [rt-users] have RT cc' all included

2012-12-13 Thread Tim Wiley

On 12/12/2012 08:15 PM, Tim Dunphy wrote:

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


If I'm understanding what you're looking for, you'll just setup a new 
scrip (either globally or on the queue level) to notify CCs for certain 
transactions.


Something like:
On Create Notify Ccs with template Transaction
On Resolve Notify Ccs with template Status Change
etc...

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


[rt-users] have RT cc' all included

2012-12-12 Thread 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


Re: [rt-users] Merging RT Installations

2012-11-27 Thread Tim Gustafson
 There isn't currently a released tool for this.
 We've been working on something and testing it out with a few clients
 and expect that it will ship with 4.2.

 If you need this prior to the public release, I can point you at the
 right people to figure it out.

What's the planned release date for 4.2?  I think I can hold off
importing the old data for a few months, but probably not more than 3
months.

-- 

Tim Gustafson
t...@soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A

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


[rt-users] Merging RT Installations

2012-11-26 Thread Tim Gustafson
Hi,

We have a handful of RT installations on campus, and we'd like to
merge them together, and we'd like to retain ticket history.  That
means that we need a way to import tickets from one system to another,
keeping in mind that there may be duplicate ticket numbers involved.
We're OK with ticket numbers changing - that's unfortunate, but
unavoidable.

Is there any tool that allows us to import all the tickets (and
comments, attachments, queues, groups, users, etc) from one RT system
to another?

-- 

Tim Gustafson
t...@soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A

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


Re: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

2012-11-21 Thread Tim Cutts

On 20 Nov 2012, at 20:41, testwreq wreq testw...@gmail.com wrote:

 Hi, It was our configuration in sendmail. Once configured correctly, the mail 
 is working.
  
 I agree with the pitfalls involved using sendmail MTA.
 I would like to know more about fetchmail. What is fetchmail? Do I have to 
 configure sendmail to use fetchmail? 
 We have rt, rt-web, rt-linux, rt-email addresses in exchange. I would prefer 
 mail to be sent directly from anywhere to any of these addresses and 
 vice-a-versa, and the communication recorded in RT.

Since you now have it working with direct transmission of the email from your 
Exchange server to RT, I'd leave it alone; it's the best solution in general, 
because it means new messages to tickets will enter RT immediately that 
Exchange sees them, whereas using fetch mail adds a delay.

Fetchmail is basically just a standard POP or IMAP client which fetches mail 
(obviously) and inserts it into a local mail transfer agent (i.e. a local copy 
of sendmail).  This is usually done by people who have no control or influence 
on the configuration of their mail server, and so can't arrange for delivery to 
be made directly, and all they have is an account on the mail server from which 
they can download mail.

So, when using fetchmail, you still have to configure your local sendmail copy 
to deliver the mail to rt-mailgate correctly, that part doesn't change.  The 
difference is how the mail gets from your mail server to RT.  With fetchmail, 
it's periodically downloaded using something like POP or IMAP.  Without 
fetchmail, it's sent directly to your  RT server's sendmail by SMTP.  fetchmail 
has to be run from cron every few minutes, so there's always a small delay when 
using that method before replies to tickets will be seen in RT.

Tim



-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


Re: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

2012-11-20 Thread Tim Cutts

On 20 Nov 2012, at 14:58, testwreq wreq testw...@gmail.com wrote:

 I used sendmail command locally on the Rt server to send mail to rt4. I am 
 unable to see the ticket generated in the RT interface. These are from 
 mail.log on the RT server.
 Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: from=wreq, size=34, 
 class=0, nrcpts=1, msgid=201211201443.qakehis6023...@rt4.sc.sbu.edu, 
 relay=wreq@localhost
 Nov 20 09:43:18 rt4 sm-mta[23209]: qAKEhIl0023209: 
 from=w...@rt4.sc.sbu.edu, size=347, class=0, nrcpts=1, 
 msgid=201211201443.qakehis6023...@rt4.sc.sbu.edu, proto=ESMTP, 
 daemon=MTA-v4, relay=localhost [127.0.0.1]
 Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: to=r...@sc.sbu.edu, 
 ctladdr=wreq (10007/10007), delay=00:00:00, xdelay=00:00:00, mailer=relay, 
 pri=30034, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent 
 (qAKEhIl0023209 Message accepted for delivery)
 Nov 20 09:43:18 rt4 sm-mta[23211]: STARTTLS=client, relay=edge1.sc.sbu.edu., 
 version=TLSv1/SSLv3, verify=FAIL, cipher=AES128-SHA, bits=128/128
 Nov 20 09:43:19 rt4 sm-mta[23211]: qAKEhIl0023209: to=r...@sc.sbu.edu, 
 ctladdr=w...@rt4.sc.sbu.edu (10007/10007), delay=00:00:01, xdelay=00:00:01, 
 mailer=esmtp, pri=120347, relay=edge1.sc.sbu.edu. [130.245.9.210], dsn=2.0.0, 
 stat=Sent (201211201443.qakehis6023...@rt4.sc.sbu.edu [InternalId=2648267] 
 Queued mail for delivery)
  
 Does this mean that the mail does not get from the local RT mail server to 
 rt-mailgate and then RT itself?  What should be done to fix this?
 

I don't know, I don't speak sendmail (I use exim on our RT server).  But what 
this suggests is that the config is correct for accepting the mail from the 
local host is correct, but the config for delivering the mail to rt-mailgate is 
wrong.  If you run mailq, you'll probably find that your test message is still 
sitting in sendmail's queue.

If I were you, I'd fix this part of the problem before moving on to the second 
part, because you clearly have two separate issues.

 When I send email to rt4 using exchange, then it does not reach the server 
 mail.log.

Not at all?  Not even in the rejection logs?

That sounds like you have also misconfigured sendmail's listening to the 
outside world.  If you go to another machine and telnet to port 25 on your RT 
server, do you get an SMTP prompt, or a connection timeout?   If you get the 
timeout, or connection refused, than you know that sendmail isn't listening 
properly, so you'll need to fix that part of the configuration.

One question I have for you:  why did you choose sendmail as the Mail Transfer 
Agent to use?  It's not the default on Ubuntu (nullmailer is), and there are at 
least three alternatives which are (a) command line compatible with sendmail 
and (b) a lot simpler to configure, and those are, in no particular order, 
exim, postfix and smail.

You might save a lot of pain by finding a local UNIX mail expert in one of 
those mail transfer agents (it doesn't matter which), and get them to help you 
configure it properly.  It's not something we can easily help you with remotely 
on this list; there are too many variables, and if you've never configured a 
UNIX mail transfer agent before there are a lot of pitfalls involved, in which 
you could accidentally set yourself up as a mail relay and have spammers 
abusing your system, for example.

The fetchmail alternative might sound more complex to you, but it's actually 
simpler and less vulnerable to the above sort of mistake, because it avoids the 
step of having to configure your MTA correctly with regard to receiving 
external email.  It only has to handle the much simpler case of local mail, 
internal to your RT server, and sending out to your Exchange server (which you 
already have working). 

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


Re: [rt-users] Where are comments and correspondence held?

2012-11-06 Thread Tim Cutts

On 6 Nov 2012, at 06:29, Robert Wysocki robert.wyso...@contium.pl wrote:

 Dnia 2012-11-05, pon o godzinie 17:16 -0500, Jeff Blaine pisze:
 On 11/5/2012 4:54 PM, Max McGrath wrote:
 Running RT 4.0.6.  Curious where the content of *comments* and/or
 *correspondence* resides in the database?
 
 In the transactions table, as I recall.
 
 Actually in the attachments tabel.

Yep - each Ticket has 1..n transactions in the Transactions table, and each 
Transaction has 0..n attachments in the Attachments table.  The content of each 
comment or correspondence resides in the Attachments table.   It's often 
encoded, so it's not always trivial to extract the content with simple SQL.  
For example, the following naïve query gets the attachment rows for a ticket:

SELECT a.* FROM Tickets t, Transactions tx, Attachments a
 WHERE t.id = 294774
   AND tx.ObjectId = t.id
   AND tx.ObjectType = 'RT::Ticket'
   AND tx.id = a.TransactionId;

But generally you don't want to do that, and instead you want to use the perl 
API to get at them:

my $attachments = RT::Attachments-new(RT-SystemUser);
$attachments-LimitByTicket(294774);
$attachments-LimitNotEmpty;

while (my $a = $attachments-Next) {
  print $a-Content, \n\n;
}

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


Re: [rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help

2012-11-06 Thread Tim Cutts

On 6 Nov 2012, at 15:56, Dominic Hargreaves dominic.hargrea...@it.ox.ac.uk 
wrote:

 I imagine the quickest way to proceed will be to first run
 
 apt-get install gcc
 
 as root.
 
 However I am a bit confused as to why gcc is being required, as I
 don't believe any native code is being compiled. Does autotools just
 assume that it will be needed at some point or is it left over from
 long ago when there were SUID wrappers?

Perhaps, but it's effectively required for when you come to the 'make fixdeps' 
stage, since you will almost certainly need a functional C compiler to build a 
lot of the perl modules that RT needs.  So even though none of RT itself is in 
C, some of the things the installation process does need a C compiler.

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


Re: [rt-users] xml:rss ... missing

2012-11-06 Thread Tim Cutts

On 6 Nov 2012, at 16:46, testwreq wreq testw...@gmail.com wrote:

 After running fixdeps, got an error:
  
 SOME DEPENDENCIES WERE MISSING.
 MASON missing dependencies:
 XML::RSS ...MISSING
 Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl 
 /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 
 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 
 /usr/local/lib/site_perl /rt/rt-4.0.8) 
 make: *** [testdeps] Error 1
  
 How should we install this dependency?
  

apt-get install libxml-rss-perl 

should sort it out for you.

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


Re: [rt-users] xml:rss ... missing

2012-11-06 Thread Tim Cutts

On 6 Nov 2012, at 16:54, Tim Cutts t...@sanger.ac.uk wrote:

 
 On 6 Nov 2012, at 16:46, testwreq wreq testw...@gmail.com wrote:
 
 After running fixdeps, got an error:
 
 SOME DEPENDENCIES WERE MISSING.
 MASON missing dependencies:
XML::RSS ...MISSING
Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl 
 /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 
 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 
 /usr/local/lib/site_perl /rt/rt-4.0.8) 
 make: *** [testdeps] Error 1
 
 How should we install this dependency?
 
 
 apt-get install libxml-rss-perl 
 
 should sort it out for you.

In general, you can do the above for a large proportion of the perl modules RT 
needs - it really depends on whether your preference is for what fixdeps does, 
or whether you'd rather install Ubuntu packaged modules.

There's a standard naming convention for perl module packages in Debian/Ubuntu; 
you take the name of the main name of the module, say, Foo::Bar, and:

1) lower case everything (foo::bar)
2) and replace the :: with - (foo-bar)
3) prefix lib (libfoo-bar)
4) postfix -perl (libfoo-bar-perl)

and that's the name of the Debian package for that module.  There are a few 
exceptions, where the overall CPAN package name is different from the names of 
the actual modules, but they're rare.

You can also use the 'apt-file' package in to find which package provides any 
file.  To use this:

apt-get install apt-file
apt-file update

Now, you can search for a particular perl module.  This time, you have to 
actually use the specific filename the module would have.  For example:

$ apt-file search XML/RSS.pm
libtemplate-plugin-xml-perl: /usr/share/perl5/Template/Plugin/XML/RSS.pm
libxml-rss-perl: /usr/share/perl5/XML/RSS.pm

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


Re: [rt-users] RT4.0.7 apache config question

2012-11-01 Thread Tim Cutts

On 31 Oct 2012, at 18:32, Daksh Chauhan da...@olemiss.edu wrote:

 Note, we are running RT on port 8081, and see following in: 
 /opt/rt4/etc/RT_SiteConfig.pm
 Set( $DatabasePort, '8081' );

Er, you mean WebPort, not DatabasePort, don't you?  DatabasePort is to tell RT 
where its database is listening, not where the web server is listening.

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


Re: [rt-users] Perl conflicts

2012-10-31 Thread Tim Cutts

On 30 Oct 2012, at 19:47, Thomas Sibley t...@bestpractical.com wrote:

 On 10/30/2012 12:21 PM, Ram wrote:
 How do folks deal with perl conflicts? We normally use RPMs for
 everything but that's not practical given the relatively high-version
 requirements of the rt4 branch so CPAN seems the only practical
 approach.
 
 Use a completely separate build of perl just for RT instead of the
 system installed and managed perl.
 
 Look at perlbrew for an easy way to build perl if you're not familiar
 with the process.

I agree that's probably the most pain-free and robust method.

On my Mac, where I do some RT tinkering as a standalone build, I have an 
rt-support directory in my home directory, and I put all the libraries RT needs 
in there, and I point my PERL5LIB and DYLD_LIBRARY_PATH variables at it 
whenever I'm working on RT.  The relevant bits of my CPAN/MyConfig.pm file:

  'makepl_arg' = q[INSTALL_BASE=~/rt-support],
  'mbuildpl_arg' = q[--install_base ~/rt-support],

and then my PERL5LIB is:

  $HOME/rt-support/lib/perl5

On my production RT server, which is running Ubuntu, I use the system perl, and 
install pre-packaged modules where I can, but if I can't I just let RT's 'make 
fixdeps' do what it likes, and install the necessary packages in the system's 
site perl directory.  Since the server isn't used for anything other than RT, 
I'm not bothered about superseding what the OS itself installs.  The major 
advantage of doing it that way is that it's then much easier to configure with 
the packaged versions of apache, mod_perl and so on.

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


Re: [rt-users] Perl conflicts

2012-10-31 Thread Tim Cutts

On 31 Oct 2012, at 16:45, Ram ram0...@gmail.com wrote:

 On my Mac, where I do some RT tinkering as a standalone build, I have an 
 rt-support directory in my home directory, and I put all the libraries RT 
 needs in there, and I point my PERL5LIB and DYLD_LIBRARY_PATH variables at 
 it whenever I'm working on RT.  The relevant bits of my CPAN/MyConfig.pm 
 file:
 
  'makepl_arg' = q[INSTALL_BASE=~/rt-support],
  'mbuildpl_arg' = q[--install_base ~/rt-support],
 
 and then my PERL5LIB is:
 
  $HOME/rt-support/lib/perl5
 
 
 Yep this is exactly what we've tried but some of the required modules
 do not respect those parameters (INSTALL and MANPAGE). We started to
 tweak the perl make files for those modules one by one but it's not a
 great way to go.

As you see above, I don't set the individual locations like INSTALL and 
MANPAGE.  Just the INSTALL_BASE.  I have not found a single CPAN module that RT 
requires which did not install correctly in my ~/rt_support directory.  Which 
ones did you have problems with?

 On my production RT server, which is running Ubuntu, I use the system perl, 
 and install pre-packaged modules where I can, but if I can't I just let RT's 
 'make fixdeps' do what it likes, and install the necessary packages in the 
 system's site perl directory.  Since the server isn't used for anything 
 other than RT, I'm not bothered about superseding what the OS itself 
 installs.  The major advantage of doing it that way is that it's then much 
 easier to configure with the packaged versions of apache, mod_perl and so on.
 
 Our server runs CentOS 6 (downstream of RHEL 6) and it is no small
 feat to get most of the perl modules as rpms, it is impossible to get
 them all without building them ourselves.

On Debian/Ubuntu systems there's a fabulous little package called dh-make-perl 
which whizzes off to CPAN, downloads the module sources, configures and builds 
it and results in a .deb package which you can install on the system.  Before 
RT 4.0 came out, that's how I built all the perl modules for our RT server.  It 
was a nice clean way to do it, if a bit of a faff.  Does CentOS have a similar 
script for making RPM's out of CPAN modules?

Regards,

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

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


[rt-users] correcting users annoying behavior

2012-10-24 Thread 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

-- 
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Final RT training for 2012 in Atlanta, GA - October 23  24
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Re: [rt-users] Change text in tickts using database

2012-10-19 Thread Tim Cutts

On 19 Oct 2012, at 08:00, Juanjo juanji...@gmail.com wrote:

 Thanks.
 
 But i don´t see the email content, only see the headers.
 
 I´m looking to change the content of the messages.
 
 I see in the attachments tab, a column called content, but says (trough 
 phpMyAdmin) Binary Not Edit!!

You certainly can edit them with the mysql command line client, but I wouldn't 
advise it.  Why do you need to edit them anyway?

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


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

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


Re: [rt-users] RT ticket stuck in on_hold status

2012-10-18 Thread Tim Cutts

On 17 Oct 2012, at 21:45, Tue Minh minhtu...@yahoo.com wrote:

 could you please help me with some guildance on what the issue may possibly 
 be? (screenshot attached)
 

on_hold isn't a standard status, so presumably this has been added by modifying 
the Lifecycle configuration.  It sounds like the Lifecycle hasn't been set up 
quite correctly.  In particular, look at the 'transitions' section of the 
Lifecycle definition, which tells RT which transitions are allowed.  I suspect 
that you didn't put a transitions entry in place for your on_hold status.

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


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] Change text in tickts using database

2012-10-18 Thread Tim Cutts

On 18 Oct 2012, at 15:58, Juanjo juanji...@gmail.com wrote:

 Hi, 
 
 I have to change some test inside the tickets directly on database.
 
 I don´t find where are the comments, or the emails body that we send to rt or 
 create trought web.
 
 Could you tell me what table and what comun have this data??

The Attachments table contains most of it.

Each ticket in the Tickets table has one or more transactions in the 
Transactions table, and each transaction can have zero or more attachments in 
the Attachments table, depending on the kind of transaction.

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


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] Can't fork at Mailer.pm

2012-10-08 Thread Tim Cutts

On 8 Oct 2012, at 09:42, Martin Drasar dra...@ics.muni.cz wrote:

 On 5.10.2012 19:05, Thomas Sibley wrote:
 On 10/05/2012 02:31 AM, Martin Drasar wrote:
 after upgrading to RT 4.0.6 I am having problems with mail sending. This
 line starts to appear in log:
 
 Scrip Commit 6 died. - Can't fork at /usr/share/perl5/Mail/Mailer.pm
 line 145
 
 and no mail can be sent until I restart the Apache.
 
 Do you have any idea why it is happening? And more importantly - how can
 I solve this so it does not happen again?
 
 Can't fork means your operating system is dangerously out of memory.
 You should tune Apache and anything else on the box (your database
 server?) to coexist peacefully.
 
 What MailCommand are you using in RT?
 
 Hi Thomas,
 
 I am using sendmail as a mail command, but you are most likely right
 about insufficient memory. I have checked the logs and Apache processes
 were dying of memory starvation. I have doubled the memory (it was only
 1 gig) and will check if it keeps happening.

Make sure you have plenty of swap allocated; you may not need the memory as 
physical.  I run the RT web server on a machine with only 2GB of RAM, and it's 
fine.  I don't run the database on the same machine, though.  You have to 
remember that when Apache/perl forks to exec the sendmail binary, temporarily 
you double the virtual memory requirement of the Apache/perl setup.  You either 
have to have virtual memory overcommit turned on (which I think is the default 
on most Linux systems these days) or to have enough swap allocated to cope.  

vm.overcommit_memory = 0

in /etc/sysctl.conf is probably what you want.  You probably actively don't 
want it to be set to 2.

Tim

-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


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

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


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