Re: [rt-users] RT-at-a-Glance Saved Searches not showing RT System searches
Joe - it helps if you trim the rest of the digest when replying. On Tue, Aug 13, 2013 at 12:43:08PM -0400, Joe Kirby wrote: I would like to know how to make RT System Searches show when the Saved Searches is added to RT-at-a-Glance. This is a great feature for My Closed Tickets type reports that are really not needed on the page as its own. At this time it seems like only SuperUser gets these. Is there a setting that would allow this? Thanks in advance Usually when I do not hear back on a topic it means that it is either not clear what I am asking for or it is a stupid question. I have looked back through the wiki again with no luck on how to have RT System Searches available to the delivered Saved Search. The reports saved as RT System Searches are available to be placed on the RT-at-a-Glance but do not show up in the Saved Search option. I am trying to avoid having to generate many copies of a system wide report so it shows up in folks Saved Search collection. At the risk of being an annoyance I am reporting Thanks in advance RT System Searches don't automatically show up for all users unless their name is in a specific format (compare with the system default searches we ship). I consider this an oversight, and it'll probably be fixed in a future release. At this time, your best solution is finding the widest group you can and assigning the search to that group. -kevin pgpUo4_6ZF9FJ.pgp Description: PGP signature
Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
trs, Your reply trigged a thought that I didn’t clear the mason cache after the upgrades. I just cleared the cache and now it is functioning correctly. Thank you for taking a deeper look into this issue, please accept my apology for the the extra hoops I put you through, I can chalk this one up to not clearing the cache after the upgrade on both the .12 and .13 upgrades If you would still like to me to do the data dumper for the MyRT.html, lmk Thanks again for taking the time to look into this issue. -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829p54122.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
On 05/30/2013 10:52 AM, Kevin wrote: trs, Your reply trigged a thought that I didn’t clear the mason cache after the upgrades. I just cleared the cache and now it is functioning correctly. Thank you for taking a deeper look into this issue, please accept my apology for the the extra hoops I put you through, I can chalk this one up to not clearing the cache after the upgrade on both the .12 and .13 upgrades If you would still like to me to do the data dumper for the MyRT.html, lmk Thanks again for taking the time to look into this issue. Glad it's resolved. I don't need the data dumper output. That's a likely scenario, I guess I ruled it out since a number of people reported it. :) -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
Can any one provide any insight as to why this is not working? I have since upgraded to 4.0.13 and the issue still exist. I have also notice that when logged in as user the rt at a glance is not working correctly with searches that were set up for Un owned ticket Also this issue exist for me in both y test env and my production env, both were upgraded at the same time. When tailing the log and trying to access the rt at a glance from the root user and menu section Tools Configuration Global RT at a Glance I get the following error in the log, no other messages come from the log [Wed May 29 14:57:54 2013] [error]: Can't call method Content on an undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69. Stack: [/opt/rt4/share/html/Admin/Global/MyRT.html:69] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829p54098.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
On 05/29/2013 08:00 AM, Kevin wrote: When tailing the log and trying to access the rt at a glance from the root user and menu section Tools Configuration Global RT at a Glance I get the following error in the log, no other messages come from the log [Wed May 29 14:57:54 2013] [error]: Can't call method Content on an undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69. Stack: [/opt/rt4/share/html/Admin/Global/MyRT.html:69] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Please send to the list two files: /opt/rt4/share/html/Admin/Global/MyRT.html /opt/rt4/share/html/Search/Elements/SearchesForObject Additionally, in which language do you use RT? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
I am using the default English no language changes have been done. Attached are the files requested as well as the rt.log. MyRT.html http://requesttracker.8502.n7.nabble.com/file/n54102/MyRT.html SearchesForObject http://requesttracker.8502.n7.nabble.com/file/n54102/SearchesForObject rt.log.gz http://requesttracker.8502.n7.nabble.com/file/n54102/rt.log.gz -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829p54102.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
On 05/29/2013 10:43 AM, Kevin wrote: I am using the default English no language changes have been done. Attached are the files requested as well as the rt.log. MyRT.html http://requesttracker.8502.n7.nabble.com/file/n54102/MyRT.html SearchesForObject http://requesttracker.8502.n7.nabble.com/file/n54102/SearchesForObject rt.log.gz http://requesttracker.8502.n7.nabble.com/file/n54102/rt.log.gz I'm stumped, and despite multiple reports unable to reproduce the problem in other RTs. Can you add the following line to share/html/Admin/Global/MyRT.html: use Data::Dumper; warn Dumper($_); Add it right after the line which reads: my ( $desc, $loc_desc, $search ) = @$_; Then clear your mason cache (rm -rf var/mason_data/obj) and restart RT. The logs should have the new Data::Dumper output you added when you hit Configuration - Global - RT At a Glance. Send the full logs that are output. Thomas -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
On 5/16/13 10:22 AM, Kevin kevin.co...@veracitypayments.com wrote: Both of the errors I am seeing are only occurring under the ROOT login Tools Configuration Users ( Select a user and from their page hit RT at a Glance ) Tools Configuration Global RT at a Glance menu. I receive the error An internal RT error has occurred. Your administrator can find more details in RT's log files. Error log messages in first post Kevin, please provide the error log in question. This will greatly help in debugging the problem. Thanks, Jok -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
Both of the errors I am seeing are only occurring under the ROOT login Tools Configuration Users ( Select a user and from their page hit RT at a Glance ) Tools Configuration Global RT at a Glance menu. I receive the error An internal RT error has occurred. Your administrator can find more details in RT's log files. Error log messages in first post All other links are working under ROOT or a USER ID One more note The RT at A Glance is working from Settings RT at a Glance -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829p53887.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT at a glance for groups
Chris, Certainly is. First of all, make sure there is a group with the UserIDs in it. Then make sure that all the Query rights are applied to that group. Then all you have to do is save the query as a group save for that group. You will need to be a member of that group in order to do that. All Queries can be saved into group collections. Then, they are available to anyone in that group when the update their Home Page. Kenn LBNL On Thu, Jun 10, 2010 at 5:20 AM, Chris Hall hir...@gmail.com wrote: Is it possible? For example, we have our users divided into groups of like... helpdesk.. corporate support.. field techs... I'd like to make a custom search to display the helpdesk tickets via RT at a glance for the members of the helpdesk group, but I see how to do it via individual users, or global.. but not via group. Is this functionality available? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt at a glance components
On Thu, Oct 08, 2009 at 09:27:14AM +0100, G.Booth wrote: Hi Does anybody know if there is an easy way to make a clone of a component on the RT at a glance page (MyRT.html) ? e.g. take a copy of QuickCreate and have a QuickCreate2. copy share/html/Elements/Quicksearch to local/html/Elements/Quicksearch2 modify it to suit your needs add it to RT_Site_Config.pm: Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Quicksearch2)]); restart webserver ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance only shows tickets from last 18 hours?
On Tue, Jun 09, 2009 at 10:57:06AM -0700, Graham Ballantyne wrote: Hi all, I have the global setting for RT at a Glance set to show the All New Open tickets saved search. One of my users pointed out that the home page is only showing tickets updated in the last 18 hours - they have to click through to the search results page to see the full list. Is this time limit a settable option? I don't see anything in the GUI or RT_Config.pm. No, there is only a limit of number of results (10 results is the default). This limit is configurable at system level and user level. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a glance copy to multiple users
Hello! On Di, 2008-11-25 at 15:01 +0100, Bjoern Schulz wrote: is there a way to copy the configuration of RT at a glance from one user to another. I suppose I found the settings in the database, in the table Attributes the records where Name=Pref-HomepageSettings you will find in the column ObjectId the UserId. It should be possible to update or create the column Content to spread the initial Homepage setting of a user. So it should be possible to configure a default portal for each group. regards! sven ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8
So actually, it was a database problem. I failed to clear my browser cache when testing. I finally solved the issue. If I didn't import the table Attributes, the RT at a glance page would work. However even if I had imported and then dropped the attributes table, the RT at a glance page would still not work. I had to do a dump of all tables except the attributes table in order to make it work. Is there an explanation of why? Thanks for all the help. Larry From: [EMAIL PROTECTED] [EMAIL PROTECTED] On Behalf Of Ruslan Zakirov [EMAIL PROTECTED] Sent: Thursday, August 07, 2008 3:04 PM To: Larry Han Cc: rt-users@lists.bestpractical.com Subject: Re: Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 Hm, interesting... Sounds like some problem with serialization. We use Storable module to serialize data, it worth try either upgrade or downgrade. Please don't forget to remember the current installed version, so we can bump dependencies if problem is in this module. Install new or older version. Drop database, init, test. On Fri, Aug 8, 2008 at 1:47 AM, Larry Han [EMAIL PROTECTED] wrote: Actually, I don't think that it is a database problem. When I do a mysqladmin drop rt3; and then I do rt-setup-database --action init, the RT at a glance page still shows the same error. So I think it may be a problem with my perl or the RT install. Any suggestions? -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8
I think the following steps should make migration for you. NOTE FOR READERs: this is only correct for people migrating from 4.0 to 4.1 and newer. 1) when you do a mysqldump you don't need additional options, as mysql 4.0 has no --set-default-charset or --set-charset options, so use: mysqldump --opt rt3 rt3.mysql.dump or the following to gzip by the way mysqldump --opt rt3 | gzip rt3.mysql.dump.gz ok 2) Configure your mysql 4.1 or newer to use latin1 as default character set. I can not explain this, it will take too long. I checked mysql 5.0 documentation and it seems like latin1 is the default charset already? Is this correct? 3) You create new DB for RT in your mysql 4.1 or newer using RT thats this command rt-setup-database --action init --dba root --prompt-for-dba-password 4) You move the dump file to the server with mysql 4.1 or newer and restore data using mysql --set-default-charset=binary rt3.mysql.dump actually mysql --default-character-set=binary rt3.mysql.dump 5) You apply upgrade action on this new DB thats the 'rt-setup-database --action upgrade' command? 6) You apply commands generated by schema upgrade script ok I've seen differing reports and would like a definite answer on when upgrading whether you should do the 'rt-setup-database --action upgrade' command first or if you should do the mysql schema update first. I think I've covered all possibilities that can corrupt data during migration. Thanks, this has helped me a lot and I bet will help a lot other people out as well. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8
Ok, so I followed all these steps but I still have the same error on the RT at a glance page. Can't use string (BQYDAgQCAwQDAgoKTXkg) as a HASH ref while strict refs in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 505. Trying to change RT at a glance prefs also gives me the same error Can't use string (BQYDBAoEREVTQwVPcmRlcgpD) as a HASH ref while strict refs in use at /var/www/tickets01/share/html/Prefs/MyRT.html line 126, line 505. Anyone run into this before? From: [EMAIL PROTECTED] [EMAIL PROTECTED] On Behalf Of Larry Han [EMAIL PROTECTED] Sent: Thursday, August 07, 2008 10:39 AM To: Ruslan Zakirov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 I think the following steps should make migration for you. NOTE FOR READERs: this is only correct for people migrating from 4.0 to 4.1 and newer. 1) when you do a mysqldump you don't need additional options, as mysql 4.0 has no --set-default-charset or --set-charset options, so use: mysqldump --opt rt3 rt3.mysql.dump or the following to gzip by the way mysqldump --opt rt3 | gzip rt3.mysql.dump.gz ok 2) Configure your mysql 4.1 or newer to use latin1 as default character set. I can not explain this, it will take too long. I checked mysql 5.0 documentation and it seems like latin1 is the default charset already? Is this correct? 3) You create new DB for RT in your mysql 4.1 or newer using RT thats this command rt-setup-database --action init --dba root --prompt-for-dba-password 4) You move the dump file to the server with mysql 4.1 or newer and restore data using mysql --set-default-charset=binary rt3.mysql.dump actually mysql --default-character-set=binary rt3.mysql.dump 5) You apply upgrade action on this new DB thats the 'rt-setup-database --action upgrade' command? 6) You apply commands generated by schema upgrade script ok I've seen differing reports and would like a definite answer on when upgrading whether you should do the 'rt-setup-database --action upgrade' command first or if you should do the mysql schema update first. I think I've covered all possibilities that can corrupt data during migration. Thanks, this has helped me a lot and I bet will help a lot other people out as well. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8
Hm, interesting... Sounds like some problem with serialization. We use Storable module to serialize data, it worth try either upgrade or downgrade. Please don't forget to remember the current installed version, so we can bump dependencies if problem is in this module. Install new or older version. Drop database, init, test. On Fri, Aug 8, 2008 at 1:47 AM, Larry Han [EMAIL PROTECTED] wrote: Actually, I don't think that it is a database problem. When I do a mysqladmin drop rt3; and then I do rt-setup-database --action init, the RT at a glance page still shows the same error. So I think it may be a problem with my perl or the RT install. Any suggestions? -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8
On Thu, Aug 7, 2008 at 3:20 AM, Larry Han [EMAIL PROTECTED] wrote: I'm in the process of moving and upgrading our RT server from rt 3.4.1 mysql 4.0 to rt 3.8 mysql 5.0 I have followed the steps on the forum and I have the database moved over to mysql 5.0 Which forum? and everything seems to work including attachments. You mean that attahcments worked fine with new RT 3.8.0 on clean DB hosted on mysql 5.0 server? Have you tested old attachments that were in old DB on mysql 4.0? I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. I think here is problem. Could you share config of your new mysql 5.0 and all commands you used to migrate DB from old 4.0 server to 5.0? At this point I can suggest you reimport DB from dump (I think you used mysqldump for migration) using --default-character-set=binary option. Then again apply schema upgrade scrip. All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. Can't use string (BQYDAgQCAwQDAgoKTXkg) as a HASH ref while strict refs in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. The RT at a Glance config pages show a similar error. Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8
Which forum? Sorry, I meant the wiki and the mailing list. You mean that attahcments worked fine with new RT 3.8.0 on clean DB hosted on mysql 5.0 server? Have you tested old attachments that were in old DB on mysql 4.0? When I view the ticket, the correspondence text shows up, aren't those attachments. I cant verify that binary attachments work because I'm fiddling with the perl installation right now and rt is currently not working at all. I think here is problem. Could you share config of your new mysql 5.0 and all commands you used to migrate DB from old 4.0 server to 5.0? At this point I can suggest you reimport DB from dump (I think you used mysqldump for migration) using --default-character-set=binary option. Then again apply schema upgrade scrip. I used the bash script in the wiki to backup my previous database http://wiki.bestpractical.com/view/backupRTDB except this line I had to change to mysqldump $rtDB --opt --default-character-set=binary Attachments | gzip $attachfullfn mysqldump $rtDB --opt Attachments | gzip $attachfullfn I skipped the gzip and just did backup.dump and backup.att because mysql gave me errors about how binary was not a recognized charset. Then on the new server. I imported the files it into the database by mysql -p rt3 backup.dump mysql -p rt3 backup.att Then I ran rt-setup-database --action upgrade and then the mysql schema upgrade perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 user pass sql.queries mysql -u root -p rt3 sql.queries My new mysql 5.0 config is the same as the 4.0 config. Could there lie the problem? At this point I can suggest you reimport DB from dump (I think you used mysqldump for migration) using --default-character-set=binary option. Then again apply schema upgrade scrip. Are you saying on the import use --default-character-set=binary ? How? Like this? mysql -p rt3 --default-character-set=binary backup.att Thanks for the help Larry H From: [EMAIL PROTECTED] [EMAIL PROTECTED] On Behalf Of Ruslan Zakirov [EMAIL PROTECTED] Sent: Wednesday, August 06, 2008 5:26 PM To: Larry Han Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 On Thu, Aug 7, 2008 at 3:20 AM, Larry Han [EMAIL PROTECTED] wrote: I'm in the process of moving and upgrading our RT server from rt 3.4.1 mysql 4.0 to rt 3.8 mysql 5.0 I have followed the steps on the forum and I have the database moved over to mysql 5.0 Which forum? and everything seems to work including attachments. You mean that attahcments worked fine with new RT 3.8.0 on clean DB hosted on mysql 5.0 server? Have you tested old attachments that were in old DB on mysql 4.0? I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. I think here is problem. Could you share config of your new mysql 5.0 and all commands you used to migrate DB from old 4.0 server to 5.0? At this point I can suggest you reimport DB from dump (I think you used mysqldump for migration) using --default-character-set=binary option. Then again apply schema upgrade scrip. All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. Can't use string (BQYDAgQCAwQDAgoKTXkg) as a HASH ref while strict refs in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. The RT at a Glance config pages show a similar error. Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8
hi: my environment is just like yours. you should run mysql upgrade script first, then run rt upgrade script. or many things will corrupt. i can not transfer mysql database with mysqldump, i got some corrupt data after upgarde RT. maybe i miss some important parameters with mysqldump. finally i just copy the binary file and they work fine after upgrade. 2008/8/7 Larry Han [EMAIL PROTECTED]: I'm in the process of moving and upgrading our RT server from rt 3.4.1 mysql 4.0 to rt 3.8 mysql 5.0 I have followed the steps on the forum and I have the database moved over to mysql 5.0 and everything seems to work including attachments. I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. Can't use string (BQYDAgQCAwQDAgoKTXkg) as a HASH ref while strict refs in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. The RT at a Glance config pages show a similar error. Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8
On Thu, Aug 7, 2008 at 5:28 AM, d tbsky [EMAIL PROTECTED] wrote: hi: my environment is just like yours. you should run mysql upgrade script first, then run rt upgrade script. or many things will corrupt. i can not transfer mysql database with mysqldump, i got some corrupt data after upgarde RT. maybe i miss some important parameters with mysqldump. finally i just copy the binary file and they work fine after upgrade. Copy is not a good option for innodb database. 2008/8/7 Larry Han [EMAIL PROTECTED]: I'm in the process of moving and upgrading our RT server from rt 3.4.1 mysql 4.0 to rt 3.8 mysql 5.0 I have followed the steps on the forum and I have the database moved over to mysql 5.0 and everything seems to work including attachments. I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. Can't use string (BQYDAgQCAwQDAgoKTXkg) as a HASH ref while strict refs in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. The RT at a Glance config pages show a similar error. Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes this problem? Do I have a misconfigured or incorrect perl package? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8
On Thu, Aug 7, 2008 at 4:57 AM, Larry Han [EMAIL PROTECTED] wrote: Which forum? Sorry, I meant the wiki and the mailing list. Ok. You mean that attahcments worked fine with new RT 3.8.0 on clean DB hosted on mysql 5.0 server? Have you tested old attachments that were in old DB on mysql 4.0? When I view the ticket, the correspondence text shows up, aren't those attachments. I cant verify that binary attachments work because I'm fiddling with the perl installation right now and rt is currently not working at all. You didn't answer either of my questions, but may be that doesn't matter. I think here is problem. Could you share config of your new mysql 5.0 and all commands you used to migrate DB from old 4.0 server to 5.0? At this point I can suggest you reimport DB from dump (I think you used mysqldump for migration) using --default-character-set=binary option. Then again apply schema upgrade scrip. I used the bash script in the wiki to backup my previous database http://wiki.bestpractical.com/view/backupRTDB except this line I had to change to mysqldump $rtDB --opt --default-character-set=binary Attachments | gzip $attachfullfn mysqldump $rtDB --opt Attachments | gzip $attachfullfn I skipped the gzip and just did backup.dump and backup.att because mysql gave me errors about how binary was not a recognized charset. That's ok as your old mysql server is 4.0. Read instructions below. Then on the new server. I imported the files it into the database by mysql -p rt3 backup.dump mysql -p rt3 backup.att Then I ran rt-setup-database --action upgrade and then the mysql schema upgrade perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 user pass sql.queries mysql -u root -p rt3 sql.queries My new mysql 5.0 config is the same as the 4.0 config. Could there lie the problem? At this point I can suggest you reimport DB from dump (I think you used mysqldump for migration) using --default-character-set=binary option. Then again apply schema upgrade scrip. Are you saying on the import use --default-character-set=binary ? How? Like this? mysql -p rt3 --default-character-set=binary backup.att I think the following steps should make migration for you. NOTE FOR READERs: this is only correct for people migrating from 4.0 to 4.1 and newer. 1) when you do a mysqldump you don't need additional options, as mysql 4.0 has no --set-default-charset or --set-charset options, so use: mysqldump --opt rt3 rt3.mysql.dump or the following to gzip by the way mysqldump --opt rt3 | gzip rt3.mysql.dump.gz 2) Configure your mysql 4.1 or newer to use latin1 as default character set. I can not explain this, it will take too long. 3) You create new DB for RT in your mysql 4.1 or newer using RT 4) You move the dump file to the server with mysql 4.1 or newer and restore data using mysql --set-default-charset=binary rt3.mysql.dump 5) You apply upgrade action on this new DB 6) You apply commands generated by schema upgrade script I think I've covered all possibilities that can corrupt data during migration. Thanks for the help Larry H From: [EMAIL PROTECTED] [EMAIL PROTECTED] On Behalf Of Ruslan Zakirov [EMAIL PROTECTED] Sent: Wednesday, August 06, 2008 5:26 PM To: Larry Han Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT at a Glance HASH ref error during upgrade from 3.4 to 3.8 On Thu, Aug 7, 2008 at 3:20 AM, Larry Han [EMAIL PROTECTED] wrote: I'm in the process of moving and upgrading our RT server from rt 3.4.1 mysql 4.0 to rt 3.8 mysql 5.0 I have followed the steps on the forum and I have the database moved over to mysql 5.0 Which forum? and everything seems to work including attachments. You mean that attahcments worked fine with new RT 3.8.0 on clean DB hosted on mysql 5.0 server? Have you tested old attachments that were in old DB on mysql 4.0? I did a mysql dump from the old 4.0 database and then imported the dump into the 5.0 database. Then I applied the 'rt-setup-database --action upgrade' command and then did the mysql schema upgrade. I think here is problem. Could you share config of your new mysql 5.0 and all commands you used to migrate DB from old 4.0 server to 5.0? At this point I can suggest you reimport DB from dump (I think you used mysqldump for migration) using --default-character-set=binary option. Then again apply schema upgrade scrip. All tickets seeem to be present in the current database and all attachments look fine. However, I get the following error in the RT at a glance page. Can't use string (BQYDAgQCAwQDAgoKTXkg) as a HASH ref while strict refs in use at /var/www/tickets01/share/html/Elements/MyRT line 76, line 504. The RT at a Glance config pages show a similar error. Searching google for this error message or parts of this error message return nothing. Is there a step that I forgot to do or something that causes
Re: [rt-users] RT at a glance, Newest tickets query
On Thu, Jul 17, 2008 at 01:25:52PM -0400, Ketema Harris wrote: Hi, I would like to change the query that populates the 10 newest unowned tickets that is displayed in the RT at a glance home page. Where can I find this query? If you're a SuperUser: Go on RT at glance page Click on modify on the right of 10 newest unowned tickets, then click on SavedSearch after you can also modify modify the search, then save. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance - show tickets I've requested?
Hi Chris, Laura,
Many weeks ago i found this piece of code (think it's from Steven Turner).
__
| /Widgets/TitleBox, title = $title
/Elements/TicketList, Title = $title,
Format = @Format,
Query = $Query,
Order = $Order,
OrderBy = $OrderBy,
BaseURL = $BaseURL,
Rows = $Rows,
Page= $Page
/
%INIT
my $Rows = $RT::MyRequestsLength;
my $id = $session{'CurrentUser'}-id;
my $Query = (
. join( ' OR ', map $_.id = $id, @roles )
. );
if ( @status ) {
$Query .= AND (
. join( ' OR ', map Status = '$_', @status )
. );
}
my $Order = ASC;
my $OrderBy = Created;
my @Format = qq{
'BA
HREF=$RT::WebPath/Ticket/Display.html?id=__idid__/a/B/TITLE:#',
Priority,
Status,
'BA
HREF=$RT::WebPath/Ticket/Display.html?id=__idSubject__/a/B/TITLE:Subject',
QueueName,
OwnerName};
/%INIT
%ARGS
$friendly_status = loc('open')
$title = loc(My [_1] requests, $friendly_status)
@roles = ('Watcher')
@status = ('open', 'new', 'stalled', 'accepted', 'implement', 'verified',
'pending', 'authorized')
$BaseURL = undef
$Page = 1
/%ARGS
__
Place it under /local/html/Elements and give it a good name.
Add it to your sideconfig as well
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.),
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht:
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft:
Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat:
Klaus-Michael Kühne
-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Chris
Gesendet: Donnerstag, 13. März 2008 14:08
An: lgrella
Cc: RT Users
Betreff: Re: [rt-users] RT at a Glance - show tickets I've requested?
Laura,
Here's what I did for this purpose:
http://www.gossamer-threads.com/lists/rt/users/70506?#70506 . I think this is
what you need, anyway.
Have fun!
On Wed, Mar 12, 2008 at 3:33 PM, lgrella [EMAIL PROTECTED] wrote:
Is it possible to edit a user's RT at a Glance so that in addition to
top 10 tickets I own and top 10 unowned tickets, it also shows the
user top 10 tickets that I have requested?
Thanks,
Laura
--
View this message in context:
http://www.nabble.com/RT-at-a-Glance---show-tickets-I%27ve-requested--
tp16012526p16012526.html Sent from the Request Tracker - User mailing
list archive at Nabble.com.
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Re: [rt-users] RT at a Glance - show tickets I've requested?
Laura, Here's what I did for this purpose: http://www.gossamer-threads.com/lists/rt/users/70506?#70506 . I think this is what you need, anyway. Have fun! On Wed, Mar 12, 2008 at 3:33 PM, lgrella [EMAIL PROTECTED] wrote: Is it possible to edit a user's RT at a Glance so that in addition to top 10 tickets I own and top 10 unowned tickets, it also shows the user top 10 tickets that I have requested? Thanks, Laura -- View this message in context: http://www.nabble.com/RT-at-a-Glance---show-tickets-I%27ve-requested--tp16012526p16012526.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT At A Glance
thanks jason unfortunately this will not work for me as we have rights
to take tickets in all queues. i think the best way is for the search
to decipher which group the user belongs to and then show only what
the group can see.
On 9/21/07, Jason Long [EMAIL PROTECTED] wrote:
slamp slamp [EMAIL PROTECTED] 9/20/07 11:01 AM
Can anyone point me on how to build a search to search for unowned
tickets but only to the groups you belong to?
we have multiple groups, one group has access to every queue and when
i build a search for all unowned tickets, all tickets from different
queues are shown. the reason for this is we want this one group to
manage all other groups/queues but not necessarily the tickets
themselves.
The following patch may or may not be helpful... I created this a while ago
to address a similar complaint about the newest unowned tickets list. You
could use the Take right to determine which queues different groups should
see.
Jason
Jason Long [EMAIL PROTECTED] 9/21/07 8:43 AM
This patch changes the behavior of the newest unowned tickets list
to limit the query to queues where the user has the take right.
It's kind of a hack, since it is logic that triggers based on the
name of the query: Unowned Tickets.
This solves two problems:
1. formerly, if the 10 newest tickets were tickets the user couldn't
see, the 10 newest unowned tickets box would be blank, even
if there were other tickets that he could see
2. formerly, the 10 newest unowned tickets would display tickets in
all queues the current user could see, not just queues that the
current user might be interested in
This creates a potential new issue:
* if your RT system has many queues, and the current user can take
tickets in many of those queues, you may experience performance
issues.
---
html/Elements/ShowSearch | 22 ++
1 files changed, 22 insertions(+), 0 deletions(-)
diff --git a/html/Elements/ShowSearch b/html/Elements/ShowSearch
index ded865b..d50a8b9 100644
--- a/html/Elements/ShowSearch
+++ b/html/Elements/ShowSearch
@@ -93,6 +93,28 @@ if ($SavedSearch) {
}
$SearchArg = $user-Preferences( $search, $search-Content );
+if ($Name eq Unowned Tickets)
+{
+ # list of queues on system
+ my $queues = RT::Queues-new($session{CurrentUser});
+ $queues-UnLimit;
+ my @queues;
+ while (my $queue = $queues-Next) { push @queues, $queue; };
+
+ # determine which queues the current user has TakeTicket right
+ my $principal = $session{CurrentUser}-PrincipalObj;
+ @queues = grep { $principal-HasRight(
+ Object = $_,
+ Right = TakeTicket) } @queues;
+ if (@queues)
+ {
+ $SearchArg-{'Query'} .=
+ ' AND ( '
+ . join(' OR ',
+ map { 'Queue' = ' . $_-Name . ' } @queues)
+ . ' ) ';
+ }
+}
$customize = $RT::WebPath . '/Prefs/Search.html?'
. $m-comp( '/Elements/QueryString',
name = ref($search) . '-' . $search-Id );
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Re: [rt-users] RT At A Glance
slamp slamp [EMAIL PROTECTED] 9/20/07 11:01 AM
Can anyone point me on how to build a search to search for unowned
tickets but only to the groups you belong to?
we have multiple groups, one group has access to every queue and when
i build a search for all unowned tickets, all tickets from different
queues are shown. the reason for this is we want this one group to
manage all other groups/queues but not necessarily the tickets
themselves.
The following patch may or may not be helpful... I created this a while ago
to address a similar complaint about the newest unowned tickets list. You
could use the Take right to determine which queues different groups should
see.
Jason
Jason Long [EMAIL PROTECTED] 9/21/07 8:43 AM
This patch changes the behavior of the newest unowned tickets list
to limit the query to queues where the user has the take right.
It's kind of a hack, since it is logic that triggers based on the
name of the query: Unowned Tickets.
This solves two problems:
1. formerly, if the 10 newest tickets were tickets the user couldn't
see, the 10 newest unowned tickets box would be blank, even
if there were other tickets that he could see
2. formerly, the 10 newest unowned tickets would display tickets in
all queues the current user could see, not just queues that the
current user might be interested in
This creates a potential new issue:
* if your RT system has many queues, and the current user can take
tickets in many of those queues, you may experience performance
issues.
---
html/Elements/ShowSearch | 22 ++
1 files changed, 22 insertions(+), 0 deletions(-)
diff --git a/html/Elements/ShowSearch b/html/Elements/ShowSearch
index ded865b..d50a8b9 100644
--- a/html/Elements/ShowSearch
+++ b/html/Elements/ShowSearch
@@ -93,6 +93,28 @@ if ($SavedSearch) {
}
$SearchArg = $user-Preferences( $search, $search-Content );
+if ($Name eq Unowned Tickets)
+{
+ # list of queues on system
+ my $queues = RT::Queues-new($session{CurrentUser});
+ $queues-UnLimit;
+ my @queues;
+ while (my $queue = $queues-Next) { push @queues, $queue; };
+
+ # determine which queues the current user has TakeTicket right
+ my $principal = $session{CurrentUser}-PrincipalObj;
+ @queues = grep { $principal-HasRight(
+ Object = $_,
+ Right = TakeTicket) } @queues;
+ if (@queues)
+ {
+ $SearchArg-{'Query'} .=
+ ' AND ( '
+ . join(' OR ',
+ map { 'Queue' = ' . $_-Name . ' } @queues)
+ . ' ) ';
+ }
+}
$customize = $RT::WebPath . '/Prefs/Search.html?'
. $m-comp( '/Elements/QueryString',
name = ref($search) . '-' . $search-Id );
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Re: [rt-users] RT At A Glance per group
anybody? On 7/17/07, slamp slamp [EMAIL PROTECTED] wrote: is there a way to customize RT At A Glance per group? I only see configuration on a Global basis or on a per user basis. I need this to customize what each group can see in the rt at a glance. I have a search that shows oldest unowned tickets and i have a group that can see everything. but of course i do not want this group to show all unowned from other groups. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a glance with one column - how to enable?
Hi, On Fri, Jul 06, 2007 at 04:22:48PM +0200, Ham MI-ID, Torsten Brumm wrote: Just remove all modules from the summary. I think I've done that. :-) In Customize RT at a glance, the area RT at a glance: summary shows nothing in the right hand column. When the RT at a glance page intially loads, it teases me with a full-screen effect, then it quickly shrinks the width of the main part of the screen to ~2/3 of the screen. Help? ...dave -- Dave Alden The Ohio State University Department of Mathematics ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance 3.6.1, customizing the Available list
Thanks Torsten. I took the following from RT_Config.pm : Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); And removed the QuickCreate from the list and put it in RT_SiteConfig.pm and everything is working. From: Torsten Brumm [EMAIL PROTECTED] To: Jared Hanks [EMAIL PROTECTED] CC: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT at a Glance 3.6.1, customizing the Available list Date: Fri, 29 Sep 2006 09:09:36 +0200 Hi Jared, the available fields are defined inside the RT_SiteConfig.pm, there you can add or remove fields. Torsten 2006/9/28, Jared Hanks [EMAIL PROTECTED]: I would like to remove the QuickCreate option from the Available list box in /Prefs/MyRT.html in RT 3.6.1. I don't want any user to have the ability to use the QuickCreate function. Is there a way to edit that list (in the database, or some file)? Any help is appreciated. Thanks, Jared _ Try the new Live Search today! http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-usFORM=WLMTAG ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de _ Get today's hot entertainment gossip http://movies.msn.com/movies/hotgossip ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
