Re: [rt-users] Urgent

[Kevin Falcone]

It'd be great if you used more descripting Subject lines when posting
to the list.

On Tue, Jan 08, 2013 at 06:19:14PM +, Yetomiwa Jabar wrote:
>but i kept getting the reply
>Module rewrite already enabled, Restarting web server apache2
>Action 'start'failed.
>The Apache error log may have more information.

Have you checked your Apache error log?

-kevin


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Re: [rt-users] Searching Ticket Bodies

[Jeff Fearn]

On 01/09/2013 05:08 AM, Tim Gustafson wrote:

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.



MySQL >= 5.1 can use sphinx as a plugin. You might be able to find a pre 
compiled library for your system, otherwise you can compile the plugin 
yourself. See 
:http://www.howtoforge.com/sphinx-as-mysql-storage-engine-sphinxse


Cheers, Jeff.

Re: [rt-users] https redirects to http

[Ruslan Zakirov]

On Tue, Jan 8, 2013 at 8:28 PM, CB  wrote:
>> > RT 4.0.8
>> >
>> > We have set up RT to be accessible over https:
>> > RT_SiteConfig.pm
>> >
>> > Set($WebPort, "443");
>> >
>> > However when a ticket is resolved or updated, after the Update button
>> > is clicked the website goes to the http site. What configuration
>> > option am I missing?
>> >
>> > Have we set up lifecycles incorrectly?
>>
>> This doesn't have anything to do with lifecycles.
>> I assume you've set one of the other $Web* variables incorrectly.
>> Check that you haven't set WebURL or WebBaseURL rather than setting
>> WebDomain and WebPort.
>>
>
> Nothing obviously wrong that I can see:
>
> Set($rtname, "domain.com");
> Set($WebDomain, "support.domain.com");
> Set($WebPort, "443");
> Set($Organization, "domain.com");
> Set($OwnerEmail, "root");
> Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/");
> Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png");
> Set($LogoLinkURL, "http://www.domain.com";);
> Set($LogoAltText, "Domain Ltd logo");
> Set($LogoImageHeight, 38);
> Set($LogoImageWidth, 181);
> Set($DefaultSummaryRows, 10);
> Set(%FullTextSearch,
> Enable  => 1,
> Indexed => 0,
> );

By default RT on redirects figures out domain and port from ENV
variables to allow people to run RT on http and https at the same time
or on multiple domains. It doesn't work in some situations or we
forgot some variable. Use CanonicalizeRedirectURLs and if you like to
investigate futher then collect %ENV vars that RT sees.

-- 
Best regards, Ruslan.

Re: [rt-users] Searching Ticket Bodies

[Thomas Sibley]

On 01/08/2013 11:08 AM, Tim Gustafson wrote:
> 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.

As Ken noted in his reply, MySQL 5.6 with InnoDB FTS hasn't reached a
non-developer release yet (what they call general availability, GA).

Additionally, the initial FTS support in 5.6 doesn't look promising for
a quick turnaround to get it supported in RT.  Two technical hurdles:

1) There is no native support for stemming in the DB, which is quite
important for content searches.  This means RT would need to do its own
stemming as a preprocessing step before handing the query to MySQL.  Pg,
Oracle, and Sphinx support this natively.

2) Only TEXT columns may be FTS indexed; on MySQL, the
Attachments.Content column is currently a BLOB since it is also used to
store binary data.  Additionally, partial full text indexes aren't
supported, so binary and textual content will have to be entirely split,
not just encoded as under Pg.  As an incredibly large upgrade step of
some sort or another, RT is probably going to need to make schema
changes to the Attachments table.  This is the largest table in big
installs by orders of magnitude, so executing the schema changes as
correctly and efficiently as possibly is key.  It will take significant
engineering and testing effort.

All this is to say, "Don't hold your breath." :)  Ken lists a number of
alternatives, such as isolating a MySQL instance with Sphinx from your
primary MySQL instance.

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

[Thomas Sibley]

On 01/08/2013 11:03 AM, Tim Gustafson wrote:
> 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?

ModifySelf

Re: [rt-users] Searching Ticket Bodies

[k...@rice.edu]

On Tue, Jan 08, 2013 at 11:08:20AM -0800, Tim Gustafson wrote:
> > 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
> 

Hi Tim,

Per the web site www.mysql.com, the version of MySQL with native InnoDB
support is not yet released. (5.6) Once it is released, it would be possible
to include support for it. Until that happens, your options are to compile
a new build with the needed functionality, use a different version for RT,
or use a different DB entirely. PostgreSQL and Oracle both support it natively
currently.

Regards,
Ken

Re: [rt-users] Searching Ticket Bodies

[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] Users Can't Edit Dashboard Widgets

[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] jquery version

[Thomas Sibley]

On 01/08/2013 03:17 AM, Christian Loos wrote:
> Am 07.01.2013 20:45, schrieb Thomas Sibley:
>> The JS translations?  That's a good point.  Create a ticket for it and
>> link to 4.2.0?
> 
> I created ticket
> http://issues.bestpractical.com/Ticket/Display.html?id=22133
> 
> Can you please link it to 4.2

Thanks; it's linked now.

Re: [rt-users] Searching Ticket Bodies

[Thomas Sibley]

On 01/08/2013 10:11 AM, Tim Gustafson wrote:
> 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.

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.

Re: [rt-users] On move to Support Notify Requestors

[Thomas Sibley]

On 01/08/2013 10:08 AM, Nick Fennell wrote:
> Hey Kevin/All.
> 
> I've been trying with;
> 
> return 0 unless $self->TransactionObj->Type eq "Set";
> return 0 unless $self->TransactionObj->Field eq "Queue";
> return 0 unless $self->TransactionObj->OldValue eq 'QueueName';
> 
> but not having much luck.
> 
> Anyone able to advise further?

You need to return 1 at some point.  The condition doesn't default to true.

[rt-users] Urgent

[Yetomiwa Jabar]

Tanks for your earlier and prompt reply. I have started a clean installation of 
request tracker, but got stucked at Apache 2 config.I had run:

/etc/apache2/apache2.conf,

I appended ServerName tracker
I saved and run the command
nano /etc/apache2/sites-availabe/default

I added this two lines just before 
Include /etc/request-tracker3.8/apache2-modperl2.conf
RedirectMatch ^/$/rt

I  save the file and run

a2enmod rewrite; service apache2 restart

but i kept getting the reply
Module rewrite already enabled, Restarting web server apache2
Action 'start'failed.
The Apache error log may have more information.

PLease, a quick response will be well appreciated

[rt-users] Searching Ticket Bodies

[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

Re: [rt-users] On move to Support Notify Requestors

[Nick Fennell]

Hey Kevin/All.

I've been trying with;

return 0 unless $self->TransactionObj->Type eq "Set";
return 0 unless $self->TransactionObj->Field eq "Queue";
return 0 unless $self->TransactionObj->OldValue eq 'QueueName';

but not having much luck.

Anyone able to advise further?

Thanks,

Nick
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

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On 7 Jan 2013, at 22:53, Kevin Falcone  wrote:

> On Mon, Jan 07, 2013 at 04:40:39PM +, Nick Fennell wrote:
>> I had considered that although, we're sometimes required to move tickets 
>> from Queue: Support to queue: RMA and vice-versa.
>> Having 'On queue change' would result in auto-replies being sent whenever 
>> tickets are moved into the Support queue.
>> Is there a Custom Condition I can apply so that the scrip is only effective 
>> when source queue = Triage?
> 
> You need to make a User Defined condition that includes the 1 line of
> code from QueueChange.pm along with a simple check that OldValue was
> the old Queue's id.
> 
> -kevin

Re: [rt-users] Require Custom Field for Status Change?

[Matt Brennan]

Hey Thomas,

  Just wondering if there was any update / ETA on this extension.  It
would help me resolve an issue I'm having right now.

Thanks,
Matt

On Mon, Nov 5, 2012 at 1:47 PM, Thomas Sibley  wrote:
> On 11/05/2012 08:56 AM, Mike Kennedy wrote:
>> Does anyone have a suggestion about how I might go about requiring
>> some set of custom fields to be filled before a status change can
>> happen? We have a queue that I have on a custom lifecycle. In order
>> to allow a transition from one status "user testing" to "resolved", I
>> want to require that two custom fields are filled out.
>
> There's actually an extension we've written to do this
> (RT-Extension-MandatoryOnTransition), which is currently getting
> polished.  It should be released soon, if you can wait.
> 
> We're hiring! http://bestpractical.com/jobs

Re: [rt-users] Set Default Update Type

[Eric O'Brien]

Thanks, that worked out. This article gave a little more insight as well, 
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4.

--
Eric O'Brien
System Administrator
BioReference Laboratories, Inc.
Phone: 201-791-2600 x 8310
Cell: 551-486-8925
Email: eobr...@bioreference.com

On Jan 8, 2013, at 11:06 AM, Kevin Falcone 
mailto:falc...@bestpractical.com>> wrote:

On Tue, Jan 08, 2013 at 03:32:54PM +, Eric O'Brien wrote:
I am trying to change the default update type for Resolve from Comment to 
Respond. I did a search for the string:

grep -r "Update.html?Action=Comment" /opt/rt4/

And it exists in:

/opt/rt4/share/html/Search/Elements/BuildFormatString:

but when I change it in that file to the new value (from Comment to
Respond) it does not reflect the update. I tried to clear the mason
cache as well as reboot. Does anyone have a little more insight on
this? Thanks.

That string only affects search formats.  You should revert your
change and read about Lifecycles which allow you to change the target
of a link in the Actions dropdown and to add more links.

http://bestpractical.com/rt/docs/latest/RT_Config.html#Labeling-and-defining-actions

-kevin

The information transmitted in this email and any of its attachments is 
intended only for the person or entity to which it is addressed and may contain 
BioReference Laboratories proprietary information, which is privileged, 
confidential, or subject to copyright belonging to BioReference Laboratories. 
Any review, retransmission, dissemination or other use of, or taking of any 
action in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited and may be unlawful. If you received this in 
error, please contact the sender immediately and delete and destroy the 
communication and all of the attachments you have received and all copies 
thereof.

Re: [rt-users] https redirects to http

[CB]

> > RT 4.0.8
> >
> > We have set up RT to be accessible over https:
> > RT_SiteConfig.pm
> >
> > Set($WebPort, "443");
> >
> > However when a ticket is resolved or updated, after the Update button
> > is clicked the website goes to the http site. What configuration
> > option am I missing?
> >
> > Have we set up lifecycles incorrectly?
> 
> This doesn't have anything to do with lifecycles.
> I assume you've set one of the other $Web* variables incorrectly.
> Check that you haven't set WebURL or WebBaseURL rather than setting
> WebDomain and WebPort.
> 

Nothing obviously wrong that I can see:

Set($rtname, "domain.com");
Set($WebDomain, "support.domain.com");
Set($WebPort, "443");
Set($Organization, "domain.com");
Set($OwnerEmail, "root");
Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/");
Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png");
Set($LogoLinkURL, "http://www.domain.com";);
Set($LogoAltText, "Domain Ltd logo");
Set($LogoImageHeight, 38);
Set($LogoImageWidth, 181);
Set($DefaultSummaryRows, 10);
Set(%FullTextSearch,
Enable  => 1,
Indexed => 0,
);

Re: [rt-users] Unprivileged users can't view own open/closed tickets

[Kevin Falcone]

On Tue, Jan 08, 2013 at 10:48:26AM +0100, Xavier Barnada wrote:
> I'm adding a unprivileged user on RT and it can't view the own
> open/closed tickets.
> 
> This user is in a group, and this group is on a queue.

The SelfService interface only finds tickets where the logged in user
is a watcher (requestor, cc, etc).  So even though they have Show
Ticket on the Queue, they still need to be affiliated with the ticket
to see it.  Traditionally this is done by giving Requestors
ShowTicket (and probably granting it to Ccs also).

-kevin

> This is the configuration of the permissions:
> 
> Queue:
>   Group Rights:
>   -Create tickets
>   -View custom field values
>   -View ticket summaries
> 
>   Rights for Staff:
>   -Own tickets
> 
>   Rights for Administrators:
>   None
> Group:
>   Rights for Staff:
>   -View group
>   -View group dashboards
>   -View saved searches
> 
>   Rights for Adminstrators:
>   -Create modify and delete saved searches


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Re: [rt-users] Set Default Update Type

[Kevin Falcone]

On Tue, Jan 08, 2013 at 03:32:54PM +, Eric O'Brien wrote:
> I am trying to change the default update type for Resolve from Comment to 
> Respond. I did a search for the string:
> 
> grep -r "Update.html?Action=Comment" /opt/rt4/
> 
> And it exists in:
> 
> /opt/rt4/share/html/Search/Elements/BuildFormatString:
> 
> but when I change it in that file to the new value (from Comment to
> Respond) it does not reflect the update. I tried to clear the mason
> cache as well as reboot. Does anyone have a little more insight on
> this? Thanks.

That string only affects search formats.  You should revert your
change and read about Lifecycles which allow you to change the target
of a link in the Actions dropdown and to add more links.

http://bestpractical.com/rt/docs/latest/RT_Config.html#Labeling-and-defining-actions

-kevin


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[rt-users] Set Default Update Type

[Eric O'Brien]

I am trying to change the default update type for Resolve from Comment to 
Respond. I did a search for the string:

grep -r "Update.html?Action=Comment" /opt/rt4/

And it exists in:

/opt/rt4/share/html/Search/Elements/BuildFormatString:

but when I change it in that file to the new value (from Comment to Respond) it 
does not reflect the update. I tried to clear the mason cache as well as 
reboot. Does anyone have a little more insight on this? Thanks.

--
Eric O'Brien
System Administrator
BioReference Laboratories, Inc.
Phone: 201-791-2600 x 8310
Cell: 551-486-8925
Email: eobr...@bioreference.com

The information transmitted in this email and any of its attachments is 
intended only for the person or entity to which it is addressed and may contain 
BioReference Laboratories proprietary information, which is privileged, 
confidential, or subject to copyright belonging to BioReference Laboratories. 
Any review, retransmission, dissemination or other use of, or taking of any 
action in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited and may be unlawful. If you received this in 
error, please contact the sender immediately and delete and destroy the 
communication and all of the attachments you have received and all copies 
thereof.

Re: [rt-users] jquery version

[Christian Loos]

Am 07.01.2013 20:45, schrieb Thomas Sibley:
> The JS translations?  That's a good point.  Create a ticket for it and
> link to 4.2.0?

I created ticket
http://issues.bestpractical.com/Ticket/Display.html?id=22133

Can you please link it to 4.2

[rt-users] Unprivileged users can't view own open/closed tickets

[Xavier Barnada]

Hi list,

I'm adding a unprivileged user on RT and it can't view the own
open/closed tickets.

This user is in a group, and this group is on a queue.

This is the configuration of the permissions:

Queue:
Group Rights:
-Create tickets
-View custom field values
-View ticket summaries

Rights for Staff:
-Own tickets

Rights for Administrators:
None
Group:
Rights for Staff:
-View group
-View group dashboards
-View saved searches

Rights for Adminstrators:
-Create modify and delete saved searches

I searched the wiki and have not found any solution

I'm doing something wrong or it's a bug?

Best regards
Xavier Barnada Rius