Re: [rt-users] RT Login Page with SSL
Let's be clear about this. Back in 1995 when we were using sun4m and P90s with 16mb of RAM, SSL was a problem. More than 100 SSL users and the machine would suffer a bit. Do you have 10-year old machines? Do you have more than 100 concurrent users? (at the same time?) If both of these aren't true, you won't have any problems with SSL trust me ;-) My personal colo box is a bit outdated -- it's 1.67g with 1gig of RAM, and it is currently handling 200-250 concurrent SSL sessions without breaking 2% CPU. On Jan 23, 2009, at 7:05 AM, Eliezer E Chávez wrote: CPU Time, with ssl i'm going to expend so much machine resources... Regards, On Fri, Jan 23, 2009 at 10:32 AM, jmose...@corp.xanadoo.com wrote: The easiest thing for you to do is have the entire site in SSL. Is there a particular reason you only want the login credentials passed using secure sockets layer? James Moseley -- Eliezer E Chávez +58-416-6125676 eliezer.cha...@gmail.com http://www.bumeran.com.ve/cv/eliezer-chavez ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] decode this line in the Wiki for me?
In the Wiki FAQ about performance, I found the following run on sentence. I've reread it a dozen times and I'm still not sure that I completely understand what the author meant. If someone would be willing to parse this out for me, I'd be happy to rewrite it for the wiki. Memory. RT uses a lot of memory in total. You need adopt amount of process(Apache, FastCGI, DB) to fit into 70% your memory under average workload. For example, if you have RT on Apache/mp/mysql with ~20-30 end-users, then it's enough to have 4-6 Apache processes this also control DB processes/threads because eache Apache instance with Apache::DBI has own DB connect each DB connect require one or more DB process/thread to support. Also people report that one FastCGI process can serve 2-3 Apache processes. You also have to leave room for memory usage growing, example: Apache/mp process has 10-25MB size under average workload, but on big incoming message memory footprint could grow up to 200-300MB. Out of memory is most perfomance problem it's blow up HDD activity for swap out/in memory. In particular, adopt amount of process to fit into 70% your memory. Does this mean calculate the memory usage of Mod_Perl or FastCGI processes and come up with a number of processes which wouldn't exceed 70% of your total memory? Ie, 60mb per process 1024mb total ram Set Apache MaxServers = 11 ? (60mb * 11 = 660mb of ram) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] update wiki to reflect 3.8?
The more I read the wiki, the more I notice that instructions in the wiki don't match the menus in RT 3.8. Is there a way to IF the versions to display different information in the wiki? If not, should we just update the wiki to reflect the latest version at all times? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Ticket Forward Problem With Thunderbird
There must be a configuration setting with the Perl mailtools package. I have 3.8.1 stock and it forwards in MIME format. I just tested... Subject: Fwd: Re: [Abuse #6] [SpamCop (http://www.coyotepoint.com/) id: 3809219478]Gen-xit Netgear CISCO 3COM MRV Transition Date: Tue, 27 Jan 2009 10:56:24 -0800 Content-type: multipart/mixed; boundary=--=_1233082584-11855-2 This is a multi-part message in MIME format... =_1233082584-11855-2 This is forward of transaction #144 of a ticket #6 =_1233082584-11855-2 Content-Type: message/rfc822 Content-Disposition: attachment Content-Transfer-Encoding: binary Content-Description: forwarded message ...etc On Jan 27, 2009, at 5:54 AM, Alan Cheng wrote: I am attaching the original email below to show that the attachment forwarded message.eml is uuencoded. Perhaps there is an option somewhere to change this to MIME encoding instead? The uuencoded portion was modified a little bit to protect the content since this is a real ticket in our system. Message-ID: 200901271347.n0rdluiv022...@rt.ias.edu To: che...@ias.edu Cc: Subject: Fwd: [NET #774] TEST ONLY From: ne...@ias.edu Date: Tue, 27 Jan 2009 08:47:30 -0500 X-OriginalArrivalTime: 27 Jan 2009 13:47:33.0882 (UTC) FILETIME=[CE69DDA0:01C98085] This is forward of transaction #5167 of a ticket #774 begin 666 forwarded message.eml M0V]N=5N=U47!E.B!T97AT+W!L86EN.R!B;W5N9%R3TB+2TM+2TM+2TM M+3U?,3(S,c4...@r-TX.#$P+38R(@T*0V]N=5N=U4F%NV9EBU%;F-O M9en...@8fen8711233545aghnfgeryeyt344#$n, T*6U-86EL97(Z($U) M344M=]O;',@-2XT,c...@*$5n=ET2 U+C0R-BD-E-U8FIE8W0Z($0F22!7 M96(@4V5R=F5R($)A8VMU T*1G)O;3H@,C(-D-O;G1E;G0M35N9W1H.B P $#0H-@`` ` end Thanks, Alan Alex Young wrote: Does the email display properly in Thunderbird for you? I have forwarded and email and been able to open it in Outlook fine, but Thunderbird remains a problem. -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: 26 January 2009 18:18 To: Alex Young Cc: RT Users Subject: Re: [rt-users] Ticket Forward Problem With Thunderbird We are currently running RT-3.8.1. It appears that the email content (message.eml) is uuencoded when RT forwards a ticket. Thunderbird doesn't seem to like this and cannot display the forwarding email. Is there a way to configure RT to do MIME encoding instead? Any suggestions are greatly appreciated. Hm. It sure seems to be doing MIME encoding by default for me: It adds a single message/rfc822 part containing the original MIME message. - 1 Ino description (0.1K) (text/plain, 7bit, us-ascii) 2 Aforwarded message (4.7K) (message/rfc822, binary, ) 3 I ┆no description (2.2K) (multipart/mixed, 7bit, ) 4 I âœâ€ no description (0.6K) (text/plain, 8bit, utf-8) 5 I ┆no description (1.3K) (text/html, 8bit, utf-8) ___ 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 -- Alan Cheng che...@ias.edu +1 609-734-8169 UNIX Systems Administration Institute for Advanced Study ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] add screenshots where it says [screenshot] in the wiki?
There are lots of what look like placeholders in the wiki for screenshots. Is that a request for someone to add a screenshot there? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] wiki -- break very long pages up into short pages?
There are some very very very long pages in the wiki. If we do add screenshots and stuff they will get even longer. In addition, many of the sections within pages would benefit from direct linking elsewhere in the site. http://wiki.bestpractical.com/view/ManualAdministration in particular. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] wiki -- break very long pages up into short pages?
On Jan 27, 2009, at 11:12 AM, Jerrad Pierce wrote: It's a wiki. One ought to simply do as one likes (within reason), yes? It's also a colaborative effort and it has a primary owner, so I tend to try and figure out what changes they would be happy with and which they would prefer not to have before making a structural change like that. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] wiki -- break very long pages up into short pages?
On Jan 27, 2009, at 11:13 AM, Jesse Vincent wrote: The ManualFoo pages were from an attempt to have a techwriter write a proper manual a good few years back. The intent had been that it was going to be a for-money item, but we ended up posting the content instead of charging for it. I'd be 100% ok with splitting the pages into logical sections, though I'd probably say that cutting to less than a couple screens is probably too fine-grained. Sounds like we are on the same page. I'll see what I can do. Would it be okay if I dropped Manual from the front of the new page names? Every time I see ManualApache I think configuring Apache by hand... etc. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] why does RT alter the mail header order?
Why does RT alter the mail header ordering? If we get spam sent to RT I'd like to build a Scrip to report the spam, but it appears that RT is so misordering the mail headers that this becomes impossible. They aren't alphabetical... or really anything I can find. They appear to be completely random. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] wiki -- break very long pages up into short pages?
On Jan 27, 2009, at 11:25 AM, Jesse Vincent wrote: Would it be okay if I dropped Manual from the front of the new page names? Every time I see ManualApache I think configuring Apache by hand... etc. Certainly. Will you leave the old page names as indexes to where the content went, since there are folks outside the wiki who deeplink to those pages today. As do I, so yeah ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] why does RT alter the mail header order?
On Jan 27, 2009, at 12:03 PM, Jesse Vincent wrote: Last time this came up, I found the reference in RFC822 or 2822 that said that headers weren't technically an ordered list. Yes, but in practice everyone has shifted away from this. Received header ordering is absolutely necessary for proper spam reporting. RT doesn't intentionally massage the header order, but either MIME::Tools or RT, stores them as a hash at some point I'll dig into this. Is there any place that RT stores the original, unaltered message? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] why does the freebsd port have 200+ dependancies?
(FreeBSD specific post, if you're not using you can simply ignore this message) After seeing the ten bazillion things that www/rt38 wanted to install I ended up building a new machine separate from our build server just to build all of these ports. I installed every one of them by hand (non-root user, typing the root password each time, manually checking the config option for each port). I disabled every option in GD and GraphWiz that I could, and it still installed 272 ports. In particular, it installed 120-something X11 apps and libraries on a machine which doesn't have X11, will never have X11, and explicitly has WITHOUT_X11=yes in /etc/make.conf. So it's being overridden somewhere. I have now removed 100-something of these ports and RT continues to operate and function in every way, without any difficulty. After every 10 or so ports I remove (usually in the same dependancy branch) I stop and retest every function RT provides. Before I continue to waste my time trying to figure out why so many things are enabled, could you as a maintainer perhaps address the question of why so many extra ports are added? Are these extra ports added to satisfy requirements in extensions that you have added to RT? Can I convince you to put those dependancies in a separate port with that extension so that we aren't required to have massive port bloat with the base package? Note to RT Maintainers: it would be nice if you documented the explicit list of dependancies rather than forcing us to read the code to figure it out. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] why does the freebsd port have 200+ dependancies?
On Jan 27, 2009, at 1:33 PM, Steven Kreuzer wrote: In particular, it installed 120-something X11 apps and libraries on a machine which doesn't have X11, will never have X11, and explicitly has WITHOUT_X11=yes in /etc/make.conf. So it's being overridden somewhere. graphics/graphviz requires X11 to build so WITHOUT_X11 is ignored for that port. This is incredibly non-functional. The 2 - count them - 2, TWO reports which produce graphs do very elementary graphs that don't require 1/100th of the functionality of the GD library, nevermind whatever GraphViz brings to the table. This is an incredible bloat with no functional purpose. I have now removed 100-something of these ports and RT continues to operate and function in every way, without any difficulty. After every 10 or so ports I remove (usually in the same dependancy branch) I stop and retest every function RT provides. I assume you haven't been testing the Reports function. Yes, I am. I have at this point removed every X11-related port I can find, and nothing in Reports has broken. Before I continue to waste my time trying to figure out why so many things are enabled, could you as a maintainer perhaps address the question of why so many extra ports are added? Because RT requires them. See above. It does not appear that GraphViz requires any of the X11 functionality. It's port might think so, but functional practice would disagree. (for at least whatever RT requires of it) Note to RT Maintainers: it would be nice if you documented the explicit list of dependancies rather than forcing us to read the code to figure it out. http://portsmon.freebsd.org/portdependencytree.py?category=wwwportname=rt38 The actual dependancies -- not the ones included by the freebsd port. It's clear and easy to read in Makefile.cpan ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] why does the freebsd port have 200+ dependancies?
Steven, can we have an option in the 3.8.2 port to not use graphviz, please? On Jan 27, 2009, at 5:30 PM, Ruslan Zakirov wrote: ]GrpaphViz is an optional dependency for RT and can be turned during ./configure and in config. I think there is an option in the config, however even if it's not there then feature will be disabled on systems where perl's GraphViz bindings are not installed. Oh, you don't use ./configure but ports. Then you should help maintainer of the port make things optional. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] suggestion - unify names Saved Searches and Queries
On Tue, Jan 27, 2009 at 05:28:47PM -0800, Jo Rhett wrote: okay so call me stupid, but I keep forgetting that Queries are Saved Searches.So I go to make a dashboard, find the queries ... why not call them Saved Searches and get rid of the Query word? On Jan 28, 2009, at 10:03 AM, Jesse Vincent wrote: Well, it's not just Saved Searches. It's anything with Portlets It's modeled on: http://rt3.fsck.com/Prefs/MyRT.html Saved Searches isn't quite right. Other thoughts? I don't much care what the words are, as long as it's easy to figure out what one is. Like I said, a link from the query page to a page where you can create new ones is probably all I need. But I'll keep thinking about it. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] UI Patch - Add whitespace at top of MessageBox if it's a reply/comment
This is patching the wrong way, but it's the right decision. I'm
hating having to manually move the cursor in front of the signature
and end a newline before typing.
I think the right patch would be to add the whitespace at the same
place that -- \n is added to the beginning of the signature. This
is only added if the signature exists, and thus would be the easy fix.
On Jan 28, 2009, at 8:15 PM, Adam Tingle wrote:
Thanks for the heads-up, but how does the empty reply detection
work? It doesn't seem to do anything if I remove the patch. I click
reply, click update ticket, and my 'empty reply' is recorded. Is it
an option I have to turn on?
- Adam
On Wed, Jan 28, 2009 at 10:58 PM, Jesse Vincent je...@bestpractical.com
wrote:
Be careful. This patch will break rt's empty reply detection.
Adam Tingle adamtin...@gmail.com wrote:
Hi rt-users,
Here's a quick patch I made to add some whitespace to the top of
the message
when replying to a message. It makes it easier to just start typing
if you
have FCKeditor set to StartupFocus.
--- MessageBox 2009-01-28 21:37:01.0 -0500
+++ /usr/local/share/request-tracker3.8/html/Elements/MessageBox
2009-01-28 22:28:23.0 -0500
@@ -47,7 +47,7 @@
%# END BPS TAGGED BLOCK }}}
textarea class=messagebox cols=% $Width % rows=% $Height
%
wrap=% $Wrap % name=% $Name %\
% $m-callback( %ARGS );
-% $Default || '' %% $message %% $signature %/textarea
+% $Default || '' %% $whitespace %% $message %% $signature
%/textarea
%INIT
my $message = '';
@@ -63,6 +63,10 @@
$signature = -- \n. $text;
}
+my $whitespace = '';
+if ( $message ) {
+$whitespace = \n\n\n;
+}
/%INIT
%ARGS
$QuoteTransaction = undef
BTW, I caught on that making changes in
local/html/NoAuth/RichText/FCKeditor/fckconfig.js doesn't work;
where's the
best place to override the FCKeditor configuration to enable the
option
FCKConfig.StartupFocus = true; ? Even better, how about making
this the
default option, as no other fields seem to get the focus anyway.
--
...
Adam Tingle
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--
...
Adam Tingle
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--
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Net Consonance : consonant endings by net philanthropy, open source
and other randomness
___
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Re: [rt-users] UI Patch - Add whitespace at top of MessageBox if it's a reply/comment
In specific, I believe that this would be the better patch:
--- html/Elements/MessageBox_orig 2009-01-28 23:48:34.0
-0800
+++ html/Elements/MessageBox2009-01-28 23:48:45.0 -0800
@@ -60,7 +60,7 @@
my $signature = '';
if ( $IncludeSignature and my $text = $session{'CurrentUser'}-
UserObj-Signature ) {
- $signature = -- \n. $text;
+ $signature = \n\n\n-- \n. $text;
}
/%INIT
Jesse: I can't find any place where the Signature and -- \n are
being used for empty reply comparison. Can you point me in the right
direction? The obvious fix is \s+\-\-\s\n + Signature but I can't
find where this should go.
On Jan 28, 2009, at 11:43 PM, Jo Rhett wrote:
This is patching the wrong way, but it's the right decision. I'm
hating having to manually move the cursor in front of the signature
and end a newline before typing.
I think the right patch would be to add the whitespace at the same
place that -- \n is added to the beginning of the signature. This
is only added if the signature exists, and thus would be the easy fix.
On Jan 28, 2009, at 8:15 PM, Adam Tingle wrote:
Thanks for the heads-up, but how does the empty reply detection
work? It doesn't seem to do anything if I remove the patch. I click
reply, click update ticket, and my 'empty reply' is recorded. Is it
an option I have to turn on?
- Adam
On Wed, Jan 28, 2009 at 10:58 PM, Jesse Vincent je...@bestpractical.com
wrote:
Be careful. This patch will break rt's empty reply detection.
Adam Tingle adamtin...@gmail.com wrote:
Hi rt-users,
Here's a quick patch I made to add some whitespace to the top of
the message
when replying to a message. It makes it easier to just start
typing if you
have FCKeditor set to StartupFocus.
--- MessageBox 2009-01-28 21:37:01.0 -0500
+++ /usr/local/share/request-tracker3.8/html/Elements/MessageBox
2009-01-28 22:28:23.0 -0500
@@ -47,7 +47,7 @@
%# END BPS TAGGED BLOCK }}}
textarea class=messagebox cols=% $Width % rows=% $Height
%
wrap=% $Wrap % name=% $Name %\
% $m-callback( %ARGS );
-% $Default || '' %% $message %% $signature %/textarea
+% $Default || '' %% $whitespace %% $message %% $signature
%/textarea
%INIT
my $message = '';
@@ -63,6 +63,10 @@
$signature = -- \n. $text;
}
+my $whitespace = '';
+if ( $message ) {
+$whitespace = \n\n\n;
+}
/%INIT
%ARGS
$QuoteTransaction = undef
BTW, I caught on that making changes in
local/html/NoAuth/RichText/FCKeditor/fckconfig.js doesn't work;
where's the
best place to override the FCKeditor configuration to enable the
option
FCKConfig.StartupFocus = true; ? Even better, how about making
this the
default option, as no other fields seem to get the focus anyway.
--
...
Adam Tingle
___
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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--
Sent from my Android phone with K-9. Please excuse my brevity.
--
...
Adam Tingle
___
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Buy a copy at http://rtbook.bestpractical.com
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
___
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[rt-users] Queues without explicit CorrespondAddress are disabled?
So in playing around with the system I observed that RT doesn't care which e-mail address you send an existing ticket reply to, it always updates the correct ticket no matter if the queue has changed or what not. That's perfect. So it got me thinking about queues which a ticket would never start in, but might get moved into later. And realizing that they could all share the default Correspondence Address. I tested the idea and it works, except in one sense. When you click on Basics or Jumbo to change the ticket queue, any queue without an explicit (different) CorrespondAddress doesn't show up in the list. This isn't a rights thing, as I'm working as a Superuser. I don't have enough brain to look at this tonight, but if any of you know why this behavior is set up and/or why it shouldn't be changed, please clue me in before I start trying to fix this. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] UI Patch - Add whitespace at top of MessageBox if it's a reply/comment
On Jan 29, 2009, at 10:01 AM, Jerrad Pierce wrote: I don't think this should be merged into base, as it promotes top- posting. The patch adds blank lines before the signature. The signature is at the bottom of the message... The only time this would qualify as top-posting is when the reply or comment is done without any previous comment, and which case it's not really top-posting. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] why does the freebsd port have 200+ dependancies?
On Jan 27, 2009, at 1:33 PM, Steven Kreuzer wrote: graphics/graphviz requires X11 to build so WITHOUT_X11 is ignored for that port. So digging into the port it seems you need to enable graphviz support with a configure option, but the current port doesn't invoke that option. So the inclusion of all the dependancies was an immense waste :-( I've submitted a patch that upgrades the port to rt-3.8.2, and allows a config knob to enable or disable graphviz support for parity with configure. http://www.freebsd.org/cgi/query-pr.cgi?pr=131167 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] FreeBSD 3.8.2 port patch
Just in case you didn't see this in the other thread, the patch listed here upgrades 3.8.1 to 3.8.2 and optionally removes graphviz dependancies. This has been running for 24 hours here ;-) http://www.freebsd.org/cgi/query-pr.cgi?pr=131167 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Dashboards in the sidebar?
I'm curious. Is there any reason nobody has a patch which enables dashboards in the sidebar? The more I use RT, the more I found myself leaving a ticket I've updated to click Home, then click the dashboard to review my open tickets, etc. Any time I find myself doing the same operation repeatedly, I try to make it more efficient. Before I start down this road, anything I should know about/avoid? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Dashboards in the sidebar?
On Fri, Jan 30, 2009 at 01:10:12PM -0800, Jo Rhett wrote: I'm curious. Is there any reason nobody has a patch which enables dashboards in the sidebar? The more I use RT, the more I found myself leaving a ticket I've updated to click Home, then click the dashboard to review my open tickets, etc. On Jan 30, 2009, at 1:26 PM, Jesse Vincent wrote: Given that, why not add the search you actually want to your homepage? I do have it on my homepage. But having to click Home and then click the search is two steps for the most common thing I do. If the search was available in the sidebar, I could reduce it to just 1 click. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Dashboards in the sidebar?
On Jan 30, 2009, at 1:51 PM, Jesse Vincent wrote: Do you have the search results on your homepage? Are you asking to put the tickets found by the search in your menu sidebar? No, just the search link itself in the sidebar. Yes, I could put the search results in my home page, but unlike most everyone else I often work in different queues so I'd rather have something like this in my sidebar: Assigned to me all queues High Priorityany queue, priority above N Open Support support queue, by priority Open Abuse abuse queue, by reverse time created Open Securitysecurity queue, by priority -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Security risk! Passwords can be compromised!
On Feb 2, 2009, at 2:26 PM, Akash wrote: Also, if a 3.8.2 port is available, is it stable enough to update my 3.8.1 version? The 3.8.2 port update is here: http://www.freebsd.org/cgi/query-pr.cgi?pr=131167 And we've been running it for a week with no problems. The change from 3.8.1 to 3.8.2 was only the version number in the port configuration ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] queue tag moved from left of subject to right of subject?
On Feb 2, 2009, at 9:54 AM, Jesse Vincent wrote: This is the subject-token extraction kicking in. It's designed to let two RT's talk to each other. There's a global scrip. I'm not sure why it would kick in for your own RT's tag though. Patches gratefully appreciated. Okay, so it seems that my problem was that I gave every queue its own separate subject line tag, but didn't add each one of these to $EmailSubjectTagRegex. I assume I need something like this? Set( $EmailSubjectTagRegex, qr/\Q($rtname|Abuse|IPadmin|Security)\E/ i ); Likewise, I assume that if I got off my butt and created a patch which set this list based on all of the configured subject tags you'd be okay with that? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] create a new ticket with a forward?
For some reason I thought this would be easy, but it appears not. Let's say I get a ticket opened. I need to create a child subticket and send that to a customer/vendor who needs to address part of the issue. I need to add some text to that. Is there any easy way to do this, or am I looking at hacking the source tree to do this? The issues as I see it are: 1. Forward just forwards the original mail. It either includes the existing ticket number or not, based on a option. There's no way I can find for it to assign a new ticket number. 2. It doesn't allow me to add comments above the forwarded mail. 3. The brute force copy all, create child ticket, paste all doesn't work because linefeeds are removed from the pasted text. This has to do with the lines not having both CR and Linefeed when sent to Firefox and style problems the developers say, but either way it makes copy/paste useless. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] complete docs for ExtractSubjectTagMatch?
I'm having some trouble with ExtractSubjectTagMatch or at least I
think I am. On some replies, the reply will open a brank new ticket
even though the ticket tag is clearly in the subject line. I'm having
trouble figuring out what is wrong.
Here's an example:
[Support #49] Re: [Support #48] replace Store Credit with
Credit on invoices
Are there complete docs on how to do this appropriately? The wiki
seems quite minimal in this regard -- most of the options have no
specific documentation.
I'm not asking anyone to help me get it right other than by pointing
me to complete docs, but if you are so inclined here is my current
config:
Set( $rtname, 'Support' );
Set( $RTAddressRegexp, '^(abuse-support|support|tickets|ipadmin)
\...@netconsonance\.com$' );
Set( $EmailSubjectTagRegex, qr/\Q(Support|Abuse)\E/i );
Set($ExtractSubjectTagMatch, qr/\[.+? #\d+\]/);
Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex}
? qr/\[(?:${RT::EmailSubjectTagRegex}) #\d+\]/
: qr/\[\Q$RT::rtname\E #\d+\]/) );
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
___
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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 3.8.2, Postfix, and external aliases
I don't know if postfix supports this, but Sendmail proper allows - ba which means that it populates the envelope sender from the From: line in the message. Adding this to the sendmailpipe invocation would solve your problem if postfix does this as well. On Feb 5, 2009, at 11:23 AM, Damon Miller wrote: Hi all. I need a little guidance on a problem I'm having with RT 3.8.2 using Postfix as the MTA. The issue is that replies are not sent from RT when an external alias is used; these messages are identified as bounces because their 'Return-Path' header is empty. Replies are sent without incident when the actual address on the RT server is used. I do not have control over the remote server's configuration (running Microsoft Exchange). I do have control over my own Postfix server. The basic configuration is as follows: helpdesk-supp...@provider.com -- RT's queue address (for the Support queue) supp...@consumer.com -- Remote alias used for convenience The supp...@consumer.com address points to helpdesk-supp...@provider.com by way of a Distribution List which contains only one Contact, the target address. I'm told this is how one creates an alias on Exchange without having to create a new mailbox. When Postfix receives mail by way of the alias the headers look something like this: From MAILER-DAEMON Wed Feb 4 14:21:39 2009 Return-Path: X-Original-To: testinstance-supp...@provider.com [etc.] I do see the original destination address further down but that's expected since the message has to originate somewhere. When Postfix receives mail sent to the actual local address, the headers are more complete: From testacco...@gmail.com Thu Feb 5 09:36:41 2009 Return-Path: testacco...@gmail.com X-Original-To: helpdesk-supp...@provider.com I realize this may be a Postfix question but I'm just not sure where to start... My understanding is that the local delivery agent is responsible for setting the Return-Path and From headers but I assumed Postfix would do that if necessary. It is doing this for messages sent directly to addresses. The remote server is not setting these headers; I verified by sniffing the SMTP session. Any suggestions would be most appreciated. Thanks very much, Damon ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] person time off or offline ability?
I haven't seen even a suggestion of this in the documentation, but I figured I'd ask before assuming. Is there any ability for a person to become 'offline' for a bit? Motive: a person is set up to be a Watcher of dozens of tickets and/ or queues. Person goes on vacation and doesn't want all this e-mail. Without going to find every queue and ticket they are watching, we'd like to 'disable' e-mail to the person for a period of time. Likewise we could use the same feature for NOC shift workers... I don't much care about implementation. Hours worked, disable status, etc. Just give me some function to do this ;-) Better yet if the person can do it for themselves. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
Jo Rhett wrote: Most of our tickets are created through e-mail so I didn't notice this. I just created a ticket inside RT 3.8.2 using the New Ticket In button at the top of the page and the text is unreadable when viewing the ticket because my paragraphs simply aren't line wrapping. There is a scrollbar in the view and you can scroll back and forth but this is obnoxiously difficult. On Feb 9, 2009, at 3:14 PM, gor...@cryologic.com wrote: in RT_Site_Config change Set($MessageBoxWrap, SOFT); Set($MessageBoxWrap, HARD); I certainly can do -- but why is this an option? Is there any reason for Soft mode, ever? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] clone ticket?
The mail archives show Jesse consistently referring to CloneTicket... but I can't find this in RT, nor in the Wiki, nor in Google. Did this feature just not happen? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] where oh where is the Preferences link?
On Feb 6, 2009, at 10:29 AM, Jesse Vincent wrote: Preferences - Settings - Email Delivery Okay, color me stupid but I can't figure out why nobody but superusers can see Preferences. Searching on the wiki has no links, and there are no rights which clearly specify who can see the Preferences link. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
On Feb 10, 2009, at 12:18 PM, Jesse Vincent wrote: Different people and different organizations have different preferences for line wrap. When you're free of 80 column terminals, (either because you have a phone which displays 30-50 characters per line or a client which displays 90ish columns as you make your window wider, you might be less thrilled with someone hard-wrapping at 72 characters. I understand that, but I don't understand no wrap at all. The ticket I created has a few lines with 3000+ characters. That's *never* useful. In theory, the input should be soft wrap, and the client should wrap text at whatever is appropriate for the viewer, yah? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] clone ticket?
On Feb 10, 2009, at 12:57 PM, Jerrad Pierce wrote: On Tue, Feb 10, 2009 at 15:29, Jo Rhett jrh...@netconsonance.com wrote: The mail archives show Jesse consistently referring to CloneTicket... but I can't find this in RT, nor in the Wiki, nor in Google. Did this feature just not happen? Not yet, again, see extension version of Dirk's patch by Mark Roedel: http://www.gossamer-threads.com/lists/rt/users/80499#80499 I already have that patch. I was just trying to be certain that some functionality didn't get added to 3.8 which would provided similar functions. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] where oh where is the Preferences link?
On Feb 10, 2009, at 1:08 PM, Jeff Voskamp wrote: You need to have ModifySelf permissions to see the Preferences tab. Thanks for the help. *headdesk* -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
On Feb 10, 2009, at 1:16 PM, Jesse Vincent wrote: It sure can be. My mail clients all autowrap long lines. As a _personal_ preference, I generally find myself happier having my client rewrap incoming mail than accepting someone else's default. This bug report was about the web interface. In theory, the input should be soft wrap, and the client should wrap text at whatever is appropriate for the viewer, yah? That's what soft wrapping is. Wrap on display, not in the actual text And back to my original report. When I create a ticket inside the RT web interface, the paragraphs of text DO NOT WRAP when I view them inside the very same RT web interface. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] clone ticket?
On Feb 10, 2009, at 1:17 PM, Jesse Vincent wrote: Clone ticket is what became the create buttons next to the various relationships on the ticket display page. Ah, that makes sense. Thanks for the history. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] clone ticket?
On Feb 10, 2009, at 1:16 PM, Jerrad Pierce wrote: The link indicates that Mark's implementation is not a patch, but an extension *for 3.8* I know. In the time that this thread has gone on, I have already built and installed and tested that extension ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
On Feb 10, 2009, at 1:43 PM, Jesse Vincent wrote: And back to my original report. When I create a ticket inside the RT web interface, the paragraphs of text DO NOT WRAP when I view them inside the very same RT web interface. That's very different. But with RT's Web 2 style, I can't replicate it on Firefox (Mac), Safari (Mac), Opera (Mac) or IE6 (WINE). I originally observed this in Camino(Mac) but replicated it on Firefox Windows. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
I just replicated it on every brower for both Mac and Windows, so it's definitely a feature in 3.8.2. On Feb 10, 2009, at 4:32 PM, Bill Davis wrote: Jo Rhett wrote: On Feb 10, 2009, at 1:43 PM, Jesse Vincent wrote: And back to my original report. When I create a ticket inside the RT web interface, the paragraphs of text DO NOT WRAP when I view them inside the very same RT web interface. That's very different. But with RT's Web 2 style, I can't replicate it on Firefox (Mac), Safari (Mac), Opera (Mac) or IE6 (WINE). I originally observed this in Camino(Mac) but replicated it on Firefox Windows. I see this occasionally with specific inbound emails. Suspect it has more to do with the format/content of that specific email than with general RT behavior. Bill Davis -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
On Feb 10, 2009, at 1:43 PM, Jesse Vincent wrote: And back to my original report. When I create a ticket inside the RT web interface, the paragraphs of text DO NOT WRAP when I view them inside the very same RT web interface. That's very different. But with RT's Web 2 style, I can't replicate it on Firefox (Mac), Safari (Mac), Opera (Mac) or IE6 (WINE). I just replicated it identically on Camino 2.0b1 (Max) Firefox 3.0.5 (Mac) Firefox 3.0.6 (Windows) This is using 3.8.2 on Freebsd, no extensions enabled. (I originally found it when we had no extensions, and I disabled them again for this test to be sure) To replicate: 1. Click New Ticket In on the top bar, or change the queue name to a different queue 2. Type something in the subject line. 3. Type a forever long paragraph in the body of the mail. 4. Click Create 5. View the ticket text under History and observe that the text is a single very long line with no wrapping -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
On Feb 10, 2009, at 5:33 PM, Jesse Vincent wrote: If I: - Turn off the HTML composer - Turn off hard wrapping in the plain-text composition window - Go into my preferences and set RT to show plain text mail in a monospace font (inside a pre, essentially) Then yes, RT will not wrap the content of your message. I'm not really sure how much of a bug I consider that. Perhaps a documentation bug? There actually isn't much RT documentation saying these are the settings we expect to work best for most people You haven't even told me what this setting is... - Go into my preferences and set RT to show plain text mail in a monospace font (inside a pre, essentially) I'd be fine to disable this if it's not what you expect/test for/etc. Just tell me what setting this is. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
The only thing I can find in the configuration is $PlainTextPre which was set to 1. I changed it to 0 and restarted apache and this has not changed anything. I even created another test ticket to be certain. On Feb 10, 2009, at 6:08 PM, Jo Rhett wrote: On Feb 10, 2009, at 5:33 PM, Jesse Vincent wrote: If I: - Turn off the HTML composer - Turn off hard wrapping in the plain-text composition window - Go into my preferences and set RT to show plain text mail in a monospace font (inside a pre, essentially) Then yes, RT will not wrap the content of your message. I'm not really sure how much of a bug I consider that. Perhaps a documentation bug? There actually isn't much RT documentation saying these are the settings we expect to work best for most people You haven't even told me what this setting is... - Go into my preferences and set RT to show plain text mail in a monospace font (inside a pre, essentially) I'd be fine to disable this if it's not what you expect/test for/etc. Just tell me what setting this is. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
FWIW, this setting is now 0 and there are still pre tags in the output. div class=messagebody prediv class=message-stanza-depth-0Go into my preferences and $ grep TextPre /usr/local/etc/rt38/* /usr/local/etc/rt38/RT_Config.pm:=item C$PlainTextPre /usr/local/etc/rt38/RT_Config.pm:to be displayed correctly. By setting $PlainTextPre they'll be /usr/local/etc/rt38/RT_Config.pm:Set($PlainTextPre, 0); /usr/local/etc/rt38/RT_SiteConfig.pm:Set( $PlainTextPre, 0 ); Apache has been fully stopped and started and this behavior continues. On Feb 10, 2009, at 6:16 PM, Jo Rhett wrote: The only thing I can find in the configuration is $PlainTextPre which was set to 1. I changed it to 0 and restarted apache and this has not changed anything. I even created another test ticket to be certain. On Feb 10, 2009, at 6:08 PM, Jo Rhett wrote: On Feb 10, 2009, at 5:33 PM, Jesse Vincent wrote: If I: - Turn off the HTML composer - Turn off hard wrapping in the plain-text composition window - Go into my preferences and set RT to show plain text mail in a monospace font (inside a pre, essentially) Then yes, RT will not wrap the content of your message. I'm not really sure how much of a bug I consider that. Perhaps a documentation bug? There actually isn't much RT documentation saying these are the settings we expect to work best for most people You haven't even told me what this setting is... - Go into my preferences and set RT to show plain text mail in a monospace font (inside a pre, essentially) I'd be fine to disable this if it's not what you expect/test for/etc. Just tell me what setting this is. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
No change. Full apache stop. rm -rf /var/run/rt38/mason_data/obj. Apache start. On Feb 10, 2009, at 6:48 PM, gor...@cryologic.com wrote: Perhaps deleting the mason cache before restarting apache may fix it? Gordon Jo Rhett wrote: FWIW, this setting is now 0 and there are still pre tags in the output. div class=messagebody prediv class=message-stanza-depth-0Go into my preferences and $ grep TextPre /usr/local/etc/rt38/* /usr/local/etc/rt38/RT_Config.pm:=item C$PlainTextPre /usr/local/etc/rt38/RT_Config.pm:to be displayed correctly. By setting $PlainTextPre they'll be /usr/local/etc/rt38/RT_Config.pm:Set($PlainTextPre, 0); /usr/local/etc/rt38/RT_SiteConfig.pm:Set( $PlainTextPre, 0 ); Apache has been fully stopped and started and this behavior continues. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tickets created in RT don't line-wrap?
On Feb 11, 2009, at 9:16 AM, Jesse Vincent wrote: Click Preferences Scroll down to the Ticket Display section. You're looking for Use Monospace Font http://www.grabup.com/uploads/ea9bbd8f14b00d950ce86cd25a080989.png It has the help text: Use fixed-width font to display plaintext messages Thanks, Jesse. Should I assume that this is a personal version of PlainTextPre ? If so, I would possibly change the either the text description and/or the implementation to simply use a fixed width font but allow word wrap. This could be done with modern stylesheets. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] tracking tickets which have been replied to?
Okay, this is so obvious of a requirement in a ticket system that I've been spinning in circles assuming I'm overlooking something. However, I haven't found it, so could someone please clue me in how to do this? Ticket opened by a customer - needs response Ticket replied to by helpdesk - has been handled Ticket replied to by a customer - needs response again Unfortunately, I see nothing in RT which will highlight that message and bring it up on anyone's screen as needing action. Yes, an e-mail will go out. But I'm looking for the following kind of things: 1. If not responded to within a given period, unassign from owner and/ or escalate in some visible fashion 2. Bring it to the top of everyone's list as needing action. I'm guessing that the solution will rely on something like this: A) A global script to lower priority on Comment or Correspondence (or Resolve) below a certain number B) A global script to raise priority on update from customer above that certain number C) An rt-crontool script to annoy people about priority certain number unanswered tickets Has anyone else already run down this road? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] tracking tickets which have been replied to?
On Feb 11, 2009, at 2:52 PM, John Rouillard wrote: On Wed, Feb 11, 2009 at 02:17:45PM -0800, Jo Rhett wrote: Okay, this is so obvious of a requirement in a ticket system that I've been spinning in circles assuming I'm overlooking something. However, I haven't found it, so could someone please clue me in how to do this? Ticket opened by a customer - needs response Ticket replied to by helpdesk - has been handled Ticket replied to by a customer - needs response again Unfortunately, I see nothing in RT which will highlight that message and bring it up on anyone's screen as needing action. Yes, an e-mail will go out. But I'm looking for the following kind of things: 1. If not responded to within a given period, unassign from owner and/ or escalate in some visible fashion 2. Bring it to the top of everyone's list as needing action. I'm guessing that the solution will rely on something like this: A) A global script to lower priority on Comment or Correspondence (or Resolve) below a certain number B) A global script to raise priority on update from customer above that certain number C) An rt-crontool script to annoy people about priority certain number unanswered tickets Has anyone else already run down this road? Not exactly what you are looking for, but I set the status to stalled when I am waiting for input from the user. Then the default global script: On Correspond Open Tickets with template Blank will open the ticket again when the user (or anybody else) responds normally (as opposed to responding with a comment). A canned search for open tickets sorted by last updated time should bubble it to the top of the list. I have such a bookmarked search running as my status display every 10 minutes or so. Thanks. It's an interesting idea, but I'm not sure that it makes the most sense because it requires extra action by the lowest paid people. Unless I could automatically reset the state appropriately... -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] global default auto-refresh patch for 3.8.2
This patch is adapted from something Ian posted for 3.6.4 adapted for
3.8.2. Jesse, please consider adopting this for the mainline as it is
a popular question and this patch allows the person to override the
default.
--- html/autohandler_orig2009-02-12 11:31:49.0 -0800
+++ html/autohandler 2009-02-12 11:42:02.0 -0800
@@ -208,6 +208,13 @@
if defined $new_user_info-{$attribute};
}
$session{'CurrentUser'}-Load($user);
+
+unless( $session{'home_refresh_interval'} ) {
+$session{'home_refresh_interval'} =
$RT::HomeRefreshInterval;
+}
+unless( $session{'tickets_refresh_interval'} ) {
+$session{'tickets_refresh_interval'} =
$RT::TicketsRefreshInterval;
+}
}
else {
@@ -273,6 +280,13 @@
$m-abort;
}
$session{'CurrentUser'} = $user_obj;
+unless( $session{'home_refresh_interval'} ) {
+$session{'home_refresh_interval'} =
$RT::HomeRefreshInterval;
+}
+unless( $session{'tickets_refresh_interval'} ) {
+$session{'tickets_refresh_interval'} =
$RT::TicketsRefreshInterval;
+}
+
$RT::Logger-info(
Successful login for $user from $ENV{'REMOTE_ADDR'});
$m-callback( %ARGS, CallbackName = 'SuccessfulLogin' );
--
Jo Rhett
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[rt-users] change updates from unprivileged user to a different transaction type?
Jesse, how would you feel about having an action which indicates an update not by a privileged user? Ie, Correspond and Comments would be from privileged. Update or Response (or any other name you like) would be an update from an unprivileged user. This kind of change would make it easy to build Scrip actions around handling responses better. Would you be interested in this? On Feb 12, 2009, at 9:34 AM, Sven Sternberger wrote: On Mi, 2009-02-11 at 14:17 -0800, Jo Rhett wrote: Okay, this is so obvious of a requirement in a ticket system that I've been spinning in circles assuming I'm overlooking something. However, I haven't found it, so could someone please clue me in how to do this? I have exactly the same problem (which don't help you). I also tried the stalled method, but in production it's not a good solution. I thought about a search like give me all tickets where last transaction is not from owner or system but I failed to put this in TicketSql, maybe somebody on the listy has an idea. or maybe configure a customfield (lastUpdateBy: owner,other), and then write a scrip which alter the customfield on every correspond, depending if the sender is equal the owner or not. Afterward you can define a simple search where lastUpdatedBy=other I think I will try this the next days reagrds! sven ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] global default auto-refresh patch for 3.8.2
On Feb 12, 2009, at 2:43 PM, Jo Rhett wrote: This patch is adapted from something Ian posted for 3.6.4 adapted for 3.8.2. Jesse, please consider adopting this for the mainline as it is a popular question and this patch allows the person to override the default. On Feb 12, 2009, at 12:12 PM, Kevin Falcone wrote: Since 3.8 added user level preferences, this really looks like something which is better handled as a user preference. RT::Config has docs about adding items to %META and marking them as user overridable. It would also want some changes and docs for RT_Config.pm because you could set a global default (default would be 0) Are you saying that you guys will implement it that way for a later version? Or is this a request for a patch to implement these things? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] change updates from unprivileged user to a different transaction type?
On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote: We already have something for you, I think. RT::Transaction-IsInbounda =head2 IsInbound Returns true if the creator of the transaction is a requestor of the ticket. Returns false otherwise By a requestor I take it to mean anyone other than a watcher or owner ? How is (or where can I review) the logic for this? FYI, I assume you mean RT::Transaction-IsInbound or is there RT::Transaction-IsInboundb too? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] changed site to SSL -- no username/password prompt?
This is probably FAQ but I've been searching and coming up dry. We changed the site to SSL. Setup the apache vhost correctly. Changed the webbaseurl in RT_SiteConfig. Changed the mailgate aliases. Stopped apache and cleared the mason cache. It's working just fine in an Apache sense. Mailgate is working fine and submitting tickets. We're getting notifications about new tickets and updated tickets. ...but we can't login. The login page has no username/password prompt. The login page is otherwise whole and displays correctly. There's just no username/password prompt. No where to enter our login information. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] changed site to SSL -- no username/password prompt?
In specific, the titlebox content is empty. div id=login-box div class= div class=titlebox id= div class=titlebox-title span class=left Login/span span class=right3.8.2/span /div div class=titlebox-content id=TitleBox--_index.html-- TG9naW4=---0 hr class=clear / /div /div /div On Feb 19, 2009, at 9:35 AM, Jo Rhett wrote: This is probably FAQ but I've been searching and coming up dry. We changed the site to SSL. Setup the apache vhost correctly. Changed the webbaseurl in RT_SiteConfig. Changed the mailgate aliases. Stopped apache and cleared the mason cache. It's working just fine in an Apache sense. Mailgate is working fine and submitting tickets. We're getting notifications about new tickets and updated tickets. ...but we can't login. The login page has no username/password prompt. The login page is otherwise whole and displays correctly. There's just no username/password prompt. No where to enter our login information. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] changed site to SSL -- no username/password prompt?
On Feb 19, 2009, at 10:14 AM, Kevin Falcone wrote: Sounds like you've set WebExternalAuth to 1 and WebFallbackToInternalAuth to 0 Bingo. Where can I send the beer? For a bonus question: why did this work in non-ssl mode? I remember setting this way way way back when we though we'd use http auth, but realized it was easier to just have our internal password management change the passwords in RT's database ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] change updates from unprivileged user to a different transaction type?
On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote: Jesse, how would you feel about having an action which indicates an update not by a privileged user? Ie, Correspond and Comments would be from privileged. Update or Response (or any other name you like) would be an update from an unprivileged user. This kind of change would make it easy to build Scrip actions around handling responses better. Would you be interested in this? We already have something for you, I think. RT::Transaction-IsInbounda So I figured I'd test this out. It wasn't working, so I dug around inside RT/Transact.pm and I can't find this function. Is this going into 3.8.3 or 4.0 ? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] change updates from unprivileged user to a different transaction type?
On Feb 19, 2009, at 10:43 AM, Stephen Turner wrote: On Thu, 19 Feb 2009 13:40:33 -0500, Jo Rhett jrh...@netconsonance.com wrote: On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote: RT::Transaction-IsInbounda So I figured I'd test this out. It wasn't working, so I dug around inside RT/Transact.pm and I can't find this function. Is this going into 3.8.3 or 4.0 ? You should find it in Transaction_Overlay.pm I was just writing in to say oops when I saw you beat me to it. Oops ;-) My problem was trying to directly use $RT::Transaction-IsInbound versus $self-TicketObj-IsInbound It's working now, thanks! -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] date search criteria?
Can someone please smack me upside the head on what search words to use to find the date search criteria? The best I have found is not in the wiki, but http://web.mit.edu/tooltime/notebook/reference/search-guide.html Some of the queries I have been failing to do Queue1 tickets between 8am and 5pm for the most recent 8am. Queue1 tickets between 2/5 8am and 2/6 10pm. ...etc -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Automatically add user as new watcher when ticket is taken (RT 3.8.2)
I think Wikus knows that, I think he was hoping for a direct link or suggestion. I've handled this by adding a script that sends updates to the ticket owner as well, but they get duplicates if they are a queue watcher so I'm curious about this. I planned to dig around for functions today to see if someone is a watcher, etc. On Feb 20, 2009, at 5:05 AM, Ruslan Zakirov wrote: Scrips On Fri, Feb 20, 2009 at 3:04 PM, Wikus Smit wikus.s...@gmail.com wrote: Hi, Is there a way to automatically add a user as a new watcher (for that ticket) when a ticket is taken or do I have to add myself every time manually as Cc? Regards, Wikus ___ 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 -- Best regards, Ruslan. ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] bug/patch - no linefeeds in Show output for an outgoing message
If you click Show next to an outgoing mail message in RT 3.8.2,
regardless of your preference settings text paragraphs are a single
long line.
The following patch fixes that. You might want to also check
preferences and apply a font setting to the style= attribute based
on the user preference.
--- html/Ticket/ShowEmailRecord.html_orig 2009-02-23
16:55:17.0 -0800
+++ html/Ticket/ShowEmailRecord.html2009-02-23 16:56:22.0
-0800
@@ -65,7 +65,7 @@
my $show;
$show = sub {
my $attach = shift;
-$m-out( 'div id=bodypre style=padding: 2em;' );
+$m-out( 'div id=body style=white-space: pre-wrap; padding:
2em;' );
$m-out( $m-interp-apply_escapes( $attach-Headers, 'h' ) );
$m-out( \n\n );
if ( $attach-ContentType =~ m{^multipart/}i ) {
@@ -76,7 +76,7 @@
} else {
$show_content-( $attach );
}
-$m-out( '/pre/div' );
+$m-out( '/div' );
};
my $AttachmentObj = new RT::Attachment($session{'CurrentUser'});
--
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[rt-users] IsInBound matches tickets from self for self?
So I used the method Jesse described for matching inbound requests and
am having the following problem:
Mon Feb 23 18:10:00 2009 RT_System - Priority changed from '45' to
'95'
Mon Feb 23 18:10:00 2009 RT_System - Priority changed from '95' to '45'
I have one scrip to lower the priority on Correspondence, and this one
to raise it:
if( $self-TransactionObj-IsInbound ) {
if( $self-TicketObj-Priority 50 ) {
$self-TicketObj-SetPriority( $self-TicketObj-Priority + 50 )
}
}
return 1;
How do I make sure this doesn't match tickets which I opened for
myself and am updating periodically?
--
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[rt-users] dashboards
Dashboards are neat, but they suffer from some pretty severe limitations in the scheduling department. 1. Repeated schedule times -- how about at 8am, noon, and 4pm? To do this, I have to create three duplicate dashboards under three different names. 2. Useful schedule times. In particular why not Mon-Fri as an option? Can I not have this on Tuesday and Thursday? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] force a dashboard report right now?
I'm trying to debug why dashboard mail isn't going out. I had some errors in rt.log related to graphviz until I found the undocumented disableGraphViz set command and used it. But now there is no error ... just nothing. No attempt to send mail. Funny enough -- if I delete a dashboard I do get e-mail saying that the dashboard is no longer there. But never the dashboard mail. Is there any way to get a dashboard e-mail done *NOW* instead of on a given hour? Every attempt forces me to back off and wait another hour to see what's going wrong. I'd love to say run my dashboard RIGHT NOW so I could use ktrace on it to determine what is failing. Please clue me in. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] force a dashboard report right now?
On Tue, Feb 24, 2009 at 11:13:08PM -0800, Jo Rhett wrote: I'm trying to debug why dashboard mail isn't going out. I had some errors in rt.log related to graphviz until I found the undocumented disableGraphViz set command and used it. But now there is no error ... just nothing. No attempt to send mail. Funny enough -- if I delete a dashboard I do get e-mail saying that the dashboard is no longer there. But never the dashboard mail. On Feb 24, 2009, at 11:33 PM, Shawn M Moore wrote: rt-email-dashboards has an --all option to ignore subscription date/ time constraints. Invoke it with --help to get more information. The -- debug and --verbose options will be helpful for you. This isn't the first time I've heard of this failure mode so I'd be happy to work with you to track it down. I wasn't able to reproduce it myself. doh! Sorry, I misread the --all syntax in help to mean something different. Anyway, I did figure it out: [Wed Feb 25 06:00:03 2009] [error]: Caught exception: mkdir /var/run/ rt38/mason_data/obj/3583890391: Permission denied at /usr/local/lib/ perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107 (/usr/ local/sbin/rt-email-dashboards:119) The problem was that the user I was running the dashboard under has no ability to write to this directory. The directory is created as www:www 640. I know you guys just LOVE to run things as root, but I really prefer to run with the most limited rights. And I hate running these scripts as the web server too, but that's all that seems to work given the rights structure. When I have time I'll be proposing some alternatives to limit the necessary rights for RT ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] force a dashboard report right now?
Just for your information, the email-dashboard script needs access to run Mason components to be able to generate the dashboards. The script renders the show dashboard page and emails that to users. The show dashboard page, originally preview dashboard, was actually created only to render a dashboard for email, but then we realized that it was pretty handy on its own. FWIW, it's still not working and now there's no log entry again :-( -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] force a dashboard report right now?
On Feb 25, 2009, at 1:45 AM, Jo Rhett wrote: FWIW, it's still not working and now there's no log entry again :-( Gah. It's running as root, but I hate that. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] how to ask if current replier is privileged?
On Feb 23, 2009, at 6:21 PM, Jo Rhett wrote: So I used the method Jesse described for matching inbound requests and ... I have one scrip to lower the priority on Correspondence, and this one to raise it: ... How do I make sure this doesn't match tickets which I opened for myself and am updating periodically? Beuller? Let's make the question more specific. How can I ask if the replier is a privileged user, so that I can ! (whatever) to prevent this? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] email requestors on ticket open from web UI?
So we want to e-mail a copy of the web interface input to the requestors when (and only when) the ticket was created via the web ui. I'm guessing I should have a Scrip with a test for -IsInbound() to determine if we opened the ticket for them. Any gotchas with this? Anybody gone down this road before and had issues? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] bug - Dashboard subscription says US/Pacific but runs in GMT
We have noticed that although the subscription page says the local timezone next to the time, the reports actually run based on GMT time. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] right to see the user list -- only ShowConfigTab ?
I'd like all privileged users to be able to see the User list, to find other privileged users' contact information. The only thing I've been able to find is ShowConfigTab, which allows them to see a lot of other things and even implies that they can change the other person's info -- they can't, it says permission denied, but they think they can. All I really want is to show a list of privileged users, name, email, cell, work, home phone numbers ...yes yes I know I should be reading the source by now and I promise I will as soon as the current projects calm down a bit ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] log a complaint about invalid timezones?
On Feb 26, 2009, at 10:45 AM, Jo Rhett wrote: We have noticed that although the subscription page says the local timezone next to the time, the reports actually run based on GMT time. I figured it out. On FreeBSD timezone data is stored in /usr/share/ timezones and has some different names. US/Pacific would actually be America/Log_Angeles. This solved the problem. Can we get RT to throw out a message if the timezone it's given proves not to resolve? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Editable Text sends blank e-mails to every ticket requestor?
We just had a user pull a search of 100+ tickets, go to Editable Text then realize he was on the wrong screen and for unknown reasons click Upload to get off the screen. This pushed changes onto all the tickets, and sent an e-mail to every ticket requestor with no content. BURP. Um, not so good. Honestly I would consider this a bug, even though it was Stupid User Action. In the short term, can I disable this function without hacking the page source? (I've already done that, I'd prefer to undo that and Do It Right if possible) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] problem with RTAddressRegexp - BUG
On Mar 2, 2009, at 8:02 AM, Oleg Sladkoff wrote: RTAddressRegexp doesn't work as expected on my RT 3.6.5 system. I have setup the following in /etc/rt3/RT_SiteConfig.pm : Set($RTAddressRegexp , '^(.*sladko...@yahoo-inc\.com)$'); However I am still able to create tickets with that mail address. I there anything I missed ? Make it a non-referrable entry with ?: It didn't work for me until I did that. Honestly that should be fixed in the code. It won't work any other way. ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Editable Text sends blank e-mails to every ticket requestor?
On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote: We just had a user pull a search of 100+ tickets, go to Editable Text then realize he was on the wrong screen and for unknown reasons click Upload to get off the screen. This pushed changes onto all the tickets, and sent an e-mail to every ticket requestor with no content. BURP. Um, not so good. Honestly I would consider this a bug, even though it was Stupid User Action. In the short term, can I disable this function without hacking the page source? (I've already done that, I'd prefer to undo that and Do It Right if possible) On Mar 4, 2009, at 10:57 AM, Jesse Vincent wrote: Would you also like to remove access to bulk update? If the same right controls both then yes, I wouldn't mind disabling that right. What concerns me is the visibility of this function: 1. It's near the iCal link and various other links that are non- destructive in nature 2. It really doesn't warn you about what you are doing. The person who made the mistake wasn't a total idiot. It wasn't his brightest moment, but if there had been anything on the page warning him about what he was doing he wouldn't have done it. Honestly, I'd recommend the following changes: 1. Rename it something other than a friendly sounding Editable Text. I think he thought he was editing text to be stored with the search criteria. Bulk Upload comes to mind, etc and such forth. 2. Put a Cancel button on the page (or something else which matches the UI in theme) 3. Detect no action and do nothing. 4. (perhaps the same as #3) output the example to be downloaded and the area to upload the changes as distinct. Force the user to actually copy from one area and paste into the other to affect a lot of tickets. 5. Put a warning on the page and/or as an alert onClick= that tells people they are about to affect the status of every ticket listed in the area. 6. Make a unique Right/Permission which controls if this function is available. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] BUG: has StealTicket but gets You can only take tickets which are unowned?
I just observed something odd. While closing a ticket (but not at any other time I have found) if you change the Owner of the ticket you will see this in the results: You can only take tickets which are unowned. ...and the owner is not changed. Now this is odd because every Privileged user has both StealTicket and TakeTicket globally. Even funnier, because I can replicate this same behavior as the SuperUser. Methinks something is being checked wrong ;-) Version 2.8.2 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] BUG: has StealTicket but gets You can only take tickets which are unowned?
Reading the code in Ticket_Overlay around line 2730-2750 it would appear that this is deliberate. For someone to reassign a ticket to someone else on their reply, they must be the current owner. For me to take it back and close it, I need to separately Steal it, then Resolve it. Would you accept a patch that allows implicit Steal like this? On Mar 4, 2009, at 11:21 AM, Jo Rhett wrote: I just observed something odd. While closing a ticket (but not at any other time I have found) if you change the Owner of the ticket you will see this in the results: You can only take tickets which are unowned. ...and the owner is not changed. Now this is odd because every Privileged user has both StealTicket and TakeTicket globally. Even funnier, because I can replicate this same behavior as the SuperUser. Methinks something is being checked wrong ;-) Version 2.8.2 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] BUG: has StealTicket but gets You can only take tickets which are unowned?
On Mar 4, 2009, at 11:33 AM, Jesse Vincent wrote: On Wed 4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote: Reading the code in Ticket_Overlay around line 2730-2750 it would appear that this is deliberate. For someone to reassign a ticket to someone else on their reply, they must be the current owner. For me to take it back and close it, I need to separately Steal it, then Resolve it. Would you accept a patch that allows implicit Steal like this? Nope. That would entirely defeat ownership-as-locking. Ownership doesn't lock. Anyone can update any ticket. And more to the point, that's exactly how we want it. Anyone can reply to any ticket, anyone can update any ticket. That's how its working today. We'd actually like to see locking in the someone is currently responding to this ticket but I'm going to have to dig into the code and figure out how to make this happen. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] BUG: has StealTicket but gets You can only take tickets which are unowned?
I think you're missing the point though. If you don't allow Stealticket then this wouldn't matter. The only question is if they can Steal the ticket, why force them to take duplicate steps ? I don't understand why you don't want more control for Bulk Update. So any of your users can cause every one of your ticket requestors to get a blank message ... and this is good how? The point here is to allow each organization to work how they like best. Don't take away StealTicket just because you don't allow it. Just don't assign the right. On Mar 4, 2009, at 12:43 PM, Kenneth Crocker wrote: I agree with Jesse. Although it is a pain in the rump to have to go thru 2 steps to re-assign a ticket, I am of the mind that when you lossen the the reins of ownership (and for that matter let too many users have the ModifyTicket right.) you run the risk of owners undoing each others work. We allow only 2 users to have the ModifyTicket right, Owners and the AdminCc (which for us is the Queue Manager). We only allow the Queue manager to have the StealTicket right. The reason is that for us, tight control of tickets and the work on them is critical. We just can't allow users the ability to point at one another and say he did it. Obviously, there are MANY RT installations that are smaller and need WAY less control. However, I would prefer that we have a choice of degree for control, like in the RT_SiteConfig, rather than just opening it all up OR removing such features as Bulk Update, which I use a lot when setting up new queues or when a queue needs to do a mass change to a CF or something. just a thought. Kenn LBNL On 3/4/2009 11:33 AM, Jesse Vincent wrote: On Wed 4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote: Reading the code in Ticket_Overlay around line 2730-2750 it would appear that this is deliberate. For someone to reassign a ticket to someone else on their reply, they must be the current owner. For me to take it back and close it, I need to separately Steal it, then Resolve it. Would you accept a patch that allows implicit Steal like this? Nope. That would entirely defeat ownership-as-locking. ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] BUG: has StealTicket but gets You can only take tickets which are unowned?
On Mar 5, 2009, at 10:16 AM, Jesse Vincent wrote: On Thu 5.Mar'09 at 2:11:34 -0800, Jo Rhett wrote: I think you're missing the point though. If you don't allow Stealticket then this wouldn't matter. The only question is if they can Steal the ticket, why force them to take duplicate steps ? Because Steal isn't the same thing as Take. Steal is an explicit break the ownership lock command. Making every take an implicit steal destroys any utility ownership locking has. I think what we're bumping into here is a total lack of documentation on how this locking has been theorized and is supposed to work. I don't witness this locking behavior at all. Based on the rights here, anyone can answer any ticket, any time. That is pretty much how we want it. So having part of the system trying to enforce a stricter policy that we've defined the rights for doesn't make sense to me. (not that stricter shouldn't be possible -- it should be, just not if we want to turn it off) If there was some documentation on how Take and Steal are supposed to interact, with some guidelines on how to properly implement some common scenarios, I wouldn't be so confused. If someone has this on the top of their brain or already written down somewhere and can punt it into the wiki (as the only apparent source of updated documentation) that would be great. Notes: 1. Yes someday I'll have time to read the code and then I will document it so I won't forget it. That day isn't today, and won't be anytime in the next week either. 2. I'm not arguing that any else should have as loose of a policy as we do. Different needs for different environments. I'm just suggesting that someone else wanting it tighter shouldn't mean that we *must* run our organization the same way. For anyone who wants a one true way point of view there is always OTRS ;-) 3. What does seem to be lacking is real locking -- preventing race conditions on who types the fastest. When I have some free time, I was going to see how hard it would be to implement someone is typing on this ticket RIGHT NOW kind of locks. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] BUG: has StealTicket but gets You can only take tickets which are unowned?
On Mar 5, 2009, at 2:32 PM, Kenneth Crocker wrote: I only grant ticket owners the ModifyTicket right, so noone CAN bulkudate a ticket that isn't theirs. For your environment that may make sense, but not here. OTRS enforces that kind of approach -- you can't turn it off without hacking the source code. And our general overhead to respond to a ticket was 8- times-higher than the actual time spent answering the tickets. When you have a fairly equal support team and anybody can answer almost everything, the last thing in the world you want to do is force people to keep unassigning and reassigning tickets to themselves. In our environment 98% of tickets never take an owner. We only do that to indicate that only I can do this, ya'all leave it be Using RT with everyone having OwnTicket, TakeTicket, StealTicket, ModifyTicket, etc has reduced our overheard to about 1.2:1 which is totally acceptable in our mind. Now people have stopped avoiding using the ticket system because it's no longer a PITA to use. Anyway, long post for a short idea: different uses for different users ;-) This particular piece of code seems to implement a stricter policy that clashes with the rights assignments. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How do we add a line of output to the user html?
I'm trying to determine why the following Scrip doesn't work:
http://wiki.bestpractical.com/view/JumpToFrontPageOnTicketResolve?J:RETURN=S9551522502_109540
Which is this:
Description: JumpToFrontPageOnTicketResolve
Condition: On Resolve
Action: User Defined
Custom action preparation code:
return 1;
Custom action cleanup code:
printf('meta http-equiv=refresh content=0;url=http://
helpdesk');
return 1;
Template: Global template: Blank
Obviously I have a full URL instead of helpdesk. But it doesn't
seem to be outputting this line -- it doesn't appear in HTML output.
What is missing here?
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
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[rt-users] patch to fix the mail header order?
Jesse, I now have some time to dig into the code and/or docs. Have you already tackled this, or would a patch be welcome? On Jan 27, 2009, at 12:39 PM, Jesse Vincent wrote: Following up on my own post: RFC 2822, 3.6: ...for the purposes of this standard, header fields SHOULD NOT be reordered when a message is transported or transformed. More importantly, the trace header fields and resent header fields MUST NOT be reordered, and SHOULD be kept in blocks prepended to the message. So, if we're reordering the received lines, it's a bug I'd like to see fixed. Assuming they don't otherwise compromise the system (which is really, always the case), patches would most certainly be welcome. Best, Jesse -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 4 - status report
On Mar 20, 2009, at 9:29 AM, Jesse Vincent wrote: At the same time, we've moved RT from its own homegrown application framework to Jifty, Best Practical's next-generation web application platform. Jifty brings with it all sorts of new features which make it easier to build out web services and web applications with less code and easier support for modern Web 2.0 features. That's good. Would this change improve the ability to run RT in a virtual server environment, instead of having to pretty much commit an entire machine to it? The number of things which must be done by root which don't actually need root permissions, and could run under a more limited user is quite large. But they are difficult to overcome with hacking the source due to assumptions built into the code. I've got RT working entirely within a virtual/shared web server environment, but it's a lot of work. And honestly, the lot of work has entirely to do with built-in-assumptions rather than actual problems that prevent its implementation that way. I'm trying to figure out how to document all of the work required for this. If I was to grab to 4.0 codebase and start finding and sending patches to prevent these kind of assumptions from being made, it would make me a lot happier. I'm also certain it would broaden the potential userbase and resolve a great many of the questions that come up on this list. Not that OTRS is as good as RT. But you can untar OTRS inside a shared virtual server and have it up and running without ever becoming root in 5 minutes. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 4 - status report
On Mar 20, 2009, at 10:28 AM, Jesse Vincent wrote: That's good. Would this change improve the ability to run RT in a virtual server environment, instead of having to pretty much commit an entire machine to it? The number of things which must be done by root which don't actually need root permissions, and could run under a more limited user is quite large. But they are difficult to overcome with hacking the source due to assumptions built into the code. Such as? I run RT configured --with-my-user-group all the time. Such as rt-crontool. I fought through a week of trying to be able to run rt-crontool as any user other than root, and it never succeeded. If the mason-cache stuff was created using a consistent userid then we could run rt-crontool as that user. In a perfect world, I want to install RT as a single user, then run a separate HTTP instance as that same user, so that RT is running within a single user account. I'm mostly there on a dev install, but I've already had to modify far too many files for it to be a simple patch. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 4 - status report
On Mar 20, 2009, at 1:13 PM, Ruslan Zakirov wrote: If your crontool fails to write into file log then it's your mistake. File log is not designed to be used in production, use syslog and/or screen logging. I never said file log. That was easy to solve. I can set rights on a file log. The mason cache privileges get reset on every creation. crontool doesn't use mason cache, but dashboards mailer can and it has been fixed in 3.8.HEAD and the fix will be available in 3.8.3. Awesome to hear. In a perfect world, I want to install RT as a single user, then run a separate HTTP instance as that same user, so that RT is running within a single user account. I'm mostly there on a dev install, but I've already had to modify far too many files for it to be a simple patch. As jesse suggested you can use --with-my-user-group option to do this. developers use it successfully for ages :) Okay, if the official answer is that this should work then I'll file bugs against each thing that doesn't work. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Fwd: RTFM articles for unprivileged user group
On Mar 23, 2009, at 1:27 PM, Kevin Falcone wrote: You should be looking for the release of RTFM2.4.2 and RT3.8.3 With the obvious understanding of when it is done, do you have any idea when you think this might occur? I'm asking because I was about to start on RTFM integration, but I'll probably wait if the next update is coming out fairly soon. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] ResolvedRelative in search queries
On Mar 24, 2009, at 2:16 AM, Artem Naluzhnyy wrote: Any idea how to use ResolvedRelative or something like Resolved NOW() - INTERVAL 7 DAYS in searches? Resolved -7 days The now is implied. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] 3 emails sent by correspondance by user
On Apr 3, 2009, at 12:11 AM, L B wrote: I have this case : - a (privilieged) user sends a request to RT for a task he has to do. - people managing tickets assign it to him, and put it in a queue he is admincc for So this user is requestor, owner, and admincc : he gets 3 emails on each correspondance. Is it possible to grep|sort|uniq email addresses before sending notifications to avoid this behaviour ? There is address duplication prevention code in RT, but it only operates on a per-message basis. The way we solved this problem was to unify the scrips so that less messages were sent. If you have owner and admincc being sent e-mail by the same Scrip, then it will cut from two to one. I haven't found a solution to Requestor and AdminCC duplicates, because AdminCC is sent a different template. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 system time
On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote: Can I force my RT install to use the system time/time zone? The system time is correct, and /etc/rt/RT_SiteConfig.pm has always been set to Set($Timezone, 'US/Pacific');, but I’m noticing that the rt.log is logging 7 hours ahead (GMT?) Should I care? What’s the point of setting the timezone if we’re logging in UTC/GMT? Is US/Pacific a timezone on your system? For example, I had this same problem until I realized that on FreeBSD I needed to use America/ Los_Angeles ls /usr/share/zoneinfo (or it's equivalent on your system) will show you the accepted names. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Migration
Yes. Search the mailing list archives or Google. Both of which return the script you need quickly. On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote: We are manually migrating all our Bugzilla databases to RT using Perl, but we are having issues with some of them and I can’t find anything on the Internet. Is there a documented way on How to migrate Bugzilla to RT? Does anybody have a script for that? PS: Both servers are running on Debian and using MySQL. Thanks, Javier Garcia Systems Engineer javier.gar...@snowvalley.com 10 Emerald Street, London, WC1N 3QA Website: http://www.snowvalley.com ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] why doesn't requestor show in ticket reply view?
I find it very interesting that you can't see the requestor -- just the CC receipients of a ticket, when you reply to a ticket. Is there a strong reason for this? Would a patch which put the requestor on the right of the Comment/ Reply select box for viewing be accepted? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] email requestors on ticket open from web UI?
Your suggestion did seem to work, with a custom condition of:
my $trans = $self-TransactionObj;
# Only do this for Create
return undef unless( $self-TransactionObj-Type eq Create );
# Only do this for tickets which weren't e-mailed in
my $msgattr = $trans-Message-First;
return undef if( $msgattr and $msgattr-GetHeader('Received') );
# Otherwise, do the business.
return 1;
However, it does cause an e-mail to be sent out to the requestors and
CCs if an e-mail ticket submission is Cloned, which we'd rather
avoid. Do you have any good ideas about how to avoid that situation?
On Feb 25, 2009, at 1:44 PM, Stephen Turner wrote:
On Wed, 25 Feb 2009 15:51:05 -0500, Jo Rhett
jrh...@netconsonance.com wrote:
So we want to e-mail a copy of the web interface input to the
requestors when (and only when) the ticket was created via the web
ui.
I'm guessing I should have a Scrip with a test for -IsInbound() to
determine if we opened the ticket for them.
Any gotchas with this? Anybody gone down this road before and had
issues?
We query the message attachment for a 'Received' header, and if it's
present we assume an email message; if not we assume a web
transaction:
my $trans = $self-TransactionObj;
# Get the message attachment
my $msgattr = $trans-Message-First;
if ( $msgattr and $msgattr-GetHeader('Received') ) {
# This is an email transaction
} else {
# This is a web transaction
}
You probably would add a piece that makes this happen only for a
Create transaction...
Steve
--
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IST
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
___
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Commercial support: sa...@bestpractical.com
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[rt-users] which variable controls where local customizations are?
A freebsd package install sets up the following paths: RT::BasePath/usr/local RT::BinPath /usr/local/bin RT::EtcPath /usr/local/etc/rt38 RT::LocalEtcPath/usr/local/share/rt38/etc RT::LocalHtmlPath /usr/local/share/rt38/html RT::LocalLexiconPath/usr/local/share/rt38/po RT::LocalLibPath/usr/local/share/rt38/lib RT::LocalPath /usr/local RT::LocalPluginPath /usr/local/share/rt38/plugins RT::MasonComponentRoot /usr/local/share/rt38/html RT::MasonDataDir/var/run/rt38/mason_data RT::MasonLocalComponentRoot /usr/local/www/rt38 RT::MasonSessionDir /var/run/rt38/session_data RT::SbinPath/usr/local/sbin RT::VERSION 3.8.2 RT::VarPath /var/run/rt38 Which of these paths tells me where it's going to look for local/ Callbacks/(myname)/ My understanding right now is RT::MasonLocalComponentRoot /usr/local/www/rt38 However, stopping apache and clearing the mason cache and restarting I don't see any of these changes. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] bug in Shredder output
I suspect you don't want to escape the tag markers in the following HTML. div class=error Shredder needs a directory to write dumps to. Please check that you have lt;span class=#34;file-path#34;gt;/var/run/rt38/data/RT- Shredderlt;/spangt; and it is writable by your web server. /div -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] which variable controls where local customizations are?
On Apr 20, 2009, at 6:51 PM, Jerrad Pierce wrote: My understanding right now is RT::MasonLocalComponentRoot /usr/local/www/rt38 No. Compiled Mason lives in RT::MasonDataDir I'm talking about local overrides, for installing your own CallBacks and such. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] which variable controls where local customizations are?
On Apr 20, 2009, at 10:26 PM, Matthew Seaman wrote: I'm talking about local overrides, for installing your own CallBacks and such. /usr/local/www/rt38 works for me. Note that there's a 'html' missing from those paths, compared to the standard distribution stuff under / usr/local/share/rt38/. So /usr/local/www/rt38/Ticket/Create.html is the equivalent of and overlays: /usr/local/share/rt38/html/Ticket/Create.html Ah, that's probably the problem. Thanks! -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] which variable controls where local customizations are?
On Apr 21, 2009, at 9:33 AM, Jerrad Pierce wrote: No, it's not a missing html (in the path). It's a base directory. plugins and local libs live under your local folder too. Then it is missing a /html/ in the path, because mv html/* . ; rmdir html solved the problem for me. If Libraries are going to be at the same level, then it's going to be a problem. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 thinks that the ticket has no recipients....
You sent this same message 1.5 hours earlier. You (likely) didn't get a response because you didn't include any specific information. At 10k feet it could be anything. Start at a lower level -- who should have gotten mail? Who shows up on the People tab of the ticket? If there's nobody there... On Apr 21, 2009, at 3:27 PM, Gary Greene wrote: RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/ usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 thinks that the ticket has no recipients....
On Apr 21, 2009, at 4:46 PM, Gary Greene wrote: In the People tab: Owner:Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month. The default setting is not to send e-mail to people about their own tickets. This duplicate suppression is why you're getting no e-mail. You can change this in your settings, or use some freemail (Google, Yahoo, etc) accounts for testing purposes. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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
