Re: [rt-users] Wiki redux

;First->RealName - Can't call method "RealName" on an undefined value at (eval 4559) line 1. Stack: [(eval 4559):1] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] Thanks, Thierry Thellie

Re: [rt-users] Unable to access site after reboot

Broken dependencies happen to me very often (most of the time?) after CentOS updates. Thierry > > I bet you're running RedHat Enterprise 5.5 and RHN "upgraded" your Perl, > breaking modules that RT depends on. RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how

[rt-users] rt_client ruby: Issue with attachments in a multipart email

Hello, It seems that if a user sends an HTML formatted email (multipart) with an attachment. RT_Client does not dig deep enough to get to the attachment when calling rt.attachments. The multipart part is unamed and rt_client does not look into it. Before I try other libraries: - From what I see

Re: [rt-users] rt_client ruby: Issue with attachments in a multipart email

Sorry, there is a bug, but not the one I thought it was. Calling 'by hand' the REST interface does show the attachment ID. My issue is with a character in the filename breaking rt_client parsing, I think. My attachment file name has spaces, commas and dots. I am quite sure that the problem is s

Re: [rt-users] rt_client ruby: Issue with attachments in a multipart email

Ok, 2nd correction. sorry. The error was not with the multipart, and not with the regular expression. It is in the line: list = th["attachments"].to_s.split(",") It is splitting the lines based on the presence of commas. My filename contains a comma... Thierry

Re: [rt-users] rt_client ruby: Issue with attachments in a multipart email

Tom, Thanks you so much. I was finally getting to it when I saw your email. I tried your fix and it works for me. More testing later. Thierry

Re: [rt-users] REST interface and long file names?

Another piece of info, the filename is 111 character long. Thierry

[rt-users] REST interface and long file names?

I found a strange answer from RT while calling the REST interface. You can see below that extra lines are added before and after the Subject line. This does not work well with rt-client (ruby library) while parsing the answer. There should not be these extra lines. Is that because we have a long

Re: [rt-users] REST interface and long file names?

Here are few more details. The web interface access to this attachment works fine. Looking at the full header under Ticket/Display.html?ShowHeaders=1;id=123 shows the subject in one line. And I can download the attachment fine. But if I call REST/1.0/ticket/123/attachments/1302 then the myster

[rt-users] rt-client ruby: Problem with large attachments

An end user posted a 16mb attachment (pdf) and rt-client does not like it. The regular expression on 'Content' shocks. Stack overflow in regexp matcher: /Content:\s+(.)/m (RegexpError) That's in get_attachment in client.rb (I am using ruby 1.8.7 p302) Thierry

Re: [rt-users] REST interface and long file names?

I fixed the issue on the client side (rt-client in ruby). It should be fixed on the server side but I am not intimate enough for the RT code to propose a fix. In rt-client / client.rb / get_attachment, I replaced headers = TMail::Mail.parse(resp) with resp.gsub!(/(id:\s.*\n)\n/,'\1') #Extr

Re: [rt-users] REST interface and long file names?

Agreed. My fix is just temporary for someone else that could encounter the same issue now. The real fix should be on the RT side. I am not familiar enough with the RT stack to find where the issue is. When I print the attachment subject from Perl, it does wrap on two lines. Maybe the issue is e

[rt-users] RT and mySQL cluster?

Hello all, Has anyone some experience running RT on top of MySQL Cluster? Feasible? Overkill? Any issues? We think that with our application we will see peaks/burts of tickets submissions. We want to be able to absorb these peaks safely. Cheers, Thierry

Re: [rt-users] RT and mySQL cluster?

Thanks all for the quick answers. In terms of sizing, we could have several thousands (max = 10,000; more realistically 3,000) tickets submissions within a day. They will not be nicely spread during the day. Some hours might be a lot busier than others. Each ticket will have at least one attachmen

Re: [rt-users] RT and mySQL cluster?

And to respond to Emmanuel's question about queues/group/privileged users, this is a simple setup... 2 queues, 5 groups, and a dozen privileged users and few hundred unprivileged ones. So I understand that this is ok? Thierry Thelliez

[rt-users] Retrieving tickets with activities since a give date?

Hello, I would like to retrieve all the tickets for which activities have happened after a give date (any correspondence, status change,...). Is there a way to do that from the UI? (actually I am interested in the REST interface). Or should some code code be written? Thanks, Thierry

Re: [rt-users] rt_client ruby: Issue with attachments in a multipart email

, above I try to match a 'b' or a 'k', I am assuming that an 'm' could happen, not sure) Thierry Thelliez On Tue, Oct 26, 2010 at 3:59 PM, Thierry Thelliez wrote: > Tom, > > Thanks you so much. I was finally getting to it when I saw your email. >  I tried your fix and it works for me.  More testing later. > > > Thierry >

Re: [rt-users] 3.8.x serious security issue with mixing sessions

I just found this thread about Mixed sessions. We are experiencing the same problem with RT 3.8.7, sitting behind an Apache based proxy + load balancer. The backend is a MySQL cluster but that should not have an impact on the user sessions. We have two instances of RT connected to the same backend

[rt-users] Load balancer and RT

Hello, For availability more than scalability, we would like to run two instances of RT (different hardware). Are there some issues to look for? Right now we have a simple Apache based load balancer but we are getting user session mix up. Any experience implementing such configuration? Thanks,

Re: [rt-users] Load balancer and RT

Roy, Thanks for your answer. Could you please tell me more about your proxy settings? We have a virtual host definition like the following. Yesterday we started adding the ProxyPreserveHost, ProxyVia, ProxyPassReverseCookieDomain while chasing the session mix up issues. It is still happening al

Re: [rt-users] Load balancer and RT

Roy, Thanks for the info. May I ask you what you use for the backend? I am assuming that your 2 RT web servers are connected to the same MySQL? What redundancy architecture have you adopted? Thanks again. Thierry

[rt-users] LVS and RT

Hello, We have been playing with different redundant architectures. The system we are trying now is comprised of: 1- Two front end servers running an LVS based proxy system. Proxy to RT and also other apps. 2- The two previous servers load balance to two RT servers. 3- The RT servers talk to a My

[rt-users] Why no search options for Deleted tickets?

I am just curious as why one cannot search for deleted items from the UI (3.8.7). Is there a technical reason? Or a process issue? In a past email discussion, I saw that one could create a special page to display the deleted tickets. But I just wonder the reason why it is not available in the fir

[rt-users] RT UI shows an attachment name but no link to it

Hello all, We have two strange tickets for which RT (3.8.7) shows an attachment name in the UI, but the history does not provide us with a link to that attachment. We will have to dig in the database to get more info. But I was wondering if an aborted upload would produce such behavior. Has som

[rt-users] Restricting to one attachment per ticket

In order to sync the life cycle of attachments and tickets, we are exploring the idea of restricting to just one the number of attachment for a given ticket. Has anyone done that? Where would be a good starting point? Thanks, Thierry Thelliez 2011 Training: http://bestpractical.com

Re: [rt-users] Restricting to one attachment per ticket

Thanks for your answers. The use case is that end users are submitting forms as attachments. This works fine until they want to submit updates to these forms. Some are submitting a new ticket with the updated form, some are just adding an attachment (updated form) to an old ticket. Since we are as

[rt-users] Encoding error

esubmitting the attachment works most of the time. Any suggestions on how to address that? We are going to upgrade to 3.8.10, hoping that this will solve this issue. Thanks, Thierry Thelliez RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA Septembe

Re: [rt-users] Encoding error

Dominic, Thank for your answer. We check our current version and we are at 2.43... # grep VERSION Encode.pm our $VERSION = sprintf "%d.%02d", q$Revision: 2.43 $ =~ /(\d+)/g; XSLoader::load( __PACKAGE__, $VERSION ); There is a 2.44 version but the release notes ( http://cpansearch.perl.or

[rt-users] Fix: ruby rt_client breaks when RT sub version number has two digits

.gsub!(/RT\/\d\.\d\.\d+\s\d{3}\s.*\n\n/,"") # toss the HTTP response I tested this simple fix and it works here. Thanks, Thierry Thelliez RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco,

Re: [rt-users] Fix: ruby rt_client breaks when RT sub version number has two digits

Actually, since there is no version checking, there could be a simpler check for just ' * 200 Ok'. Thierry RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC,

Re: [rt-users] Encoding error

Just to follow up, we migrated from 3.8.7 to 3.8.10 and that fixed our issue. The Encode library stayed at the same version number (2.43). I am guessing that the problem was in some RT code. Anyway, we are not seeing the error anymore. Cheers, Thierry RT Training Sessions (http://best

[rt-users] Password format and expiration

Just curious if anyone has implemented a password format validation and password expiration system for RT? We would like to have our users follow some password requirements (not the same as the username, no less that x characters, at least a special character, at least a number, ... ) and these

[rt-users] rt-client 0.4 bug for uploading attachments

read(v) An empty line should be added just after the file content. Here is my fix: body << File.read(v) body << "\r\n" Cheers, Thierry Thelliez

[rt-users] Could the admin be blocked from setting passwords?

In some systems the admin can only reset the end user passwords. They cannot know the passwords by setting it themselves. In RT (3.8) if admins set the passwords, then they could log in as the user themselves. Is that possible to forbid that in RT? I would like to avoid issues about who did wha

[rt-users] 3.6.4: Slow (or hanged up) when replying with a large text

forever (or I am not patient enough to wait for more than 10 minutes...). If we stop the Web browser and restart it, then we can see that the (long) reply was successfully accepted. Is there any timeouts to look for? Or other issues? Thanks, Thierry Thelliez

Re: [rt-users] 3.6.4: Slow (or hanged up) when replying with a large text

>From the RT_SiteConfig.pm Set($MailCommand , 'smtp'); Set($SMTPServer, 'localhost'); Set($SMTPFrom, '[EMAIL PROTECTED]'); Set($SMTPDebug, true); Set($SendmailPath , 'undef'); Set($SendmailArguments , 'undef'); Thierry Thelliez

[rt-users] Best ways to create a web based ticket submission without login?

these requirements? Thanks, Thierry Thelliez ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O&#x

Re: [rt-users] Best ways to create a web based ticket submission without login?

Thanks all for your answers. The email solution is not an option at this point because we only use the Web Interface (to avoid spam we have no inbound email server). The command line approach (REST like?) seems promising although I could not yet figure out how to create a new ticket for a given q

[rt-users] Mandatory/Required custom field

Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).

[rt-users] CachedGroupMembers out of sync?

e... If I inspect the tables (mysql), I can see that the user is not in the GroupMembers table, but it is in the CachedGroupMembers. I could not find much information about this CachedGroupMembers. Is it somehow out of sync? How can I repair that? Thanks, Thierr

[rt-users] Re: CachedGroupMembers out of sync?

users should not be displayed at all. Cheers, Thierry Thelliez ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets wi

[rt-users] SelfService: Searching only your own tickets?

Is it possible to configure the SelfService GoTo Ticket interface to only search for tickets initiated by the current user? We do not want users to be able to see each others tickets. Thanks, Thierry Thelliez ___ http://lists.bestpractical.com/cgi-bin

[rt-users] How-To? Required Custom Field

ding other threads I tryied: '(?#Mandatory)(^[A-Z]+$)'. This did not work either (Yes the choices are starting with an upper case letter). Could someone confirm that Mandatory means Required? Is there a way to forbid creation of a ticket unless the required fields are fill

[rt-users] User session timeout

each request? Thanks, Thierry Thelliez ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent of

Re: [rt-users] User session timeout

Thanks. One more question: would you know how to set the length of the timeout? I need 30 minutes. Thierry On 10/24/07, Ruslan Zakirov <[EMAIL PROTECTED]> wrote: > just comment "if ( !$cookies{$cookiename} ) {" and closing "}", then > clean mason cache and it should work. > _

Re: [rt-users] RT not generating email for CCs/AdminCCs

I think I have a similar issue trying to understand how the CC field works on the Resolve Ticket page. The Watchers CC and Watchers AdminCC work fine (after changing the default scrip #10). When a ticket is resolved they receive an email. Good. But my users also want to add email addresses 'on th

Re: [rt-users] RT not generating email for CCs/AdminCCs

This is strange. About the scrip, the log says: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:278) But I did enter an email address in the CC field. Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Re: [rt-users] RT not generating email for CCs/AdminCCs

I must be missing something...I added a simple scrip: Condition: On Resolve Action: Notify Other Recipients Template: Global template: Resolved Stage: TransactionCreate And there is still no emails going out for CCs. Do I need special rights? I played with adding Watcher rights to Everybody and

Re: [rt-users] RT not generating email for CCs/AdminCCs

I am still stuck trying to have the CC field working (not the watcher): . According to the log, my added scrip (On Resolve Notify Other Recipients with template Resolved) is called but no emails are going out for the CC field: 'No recipients found. Not sending.'. On the other hand, the default sc

Re: [rt-users] RT not generating email for CCs/AdminCCs

Gene, the first line was not blank. I added an empty line but it did not change anything as far as the emailing is concerned. Same: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:278) Thierry ___ http://lists.bestpractical.com/c

Re: [rt-users] RT not generating email for CCs/AdminCCs

Kenn, I did not enter a userID. I used a valid email address. This email address is picked up by the default scrip#9 but not by the one I added... I tested with another condition (On Status Change) and again the Notify Other Recipients is not getting the CC email address. Using Notify CCs emails

Re: [rt-users] RT not generating email for CCs/AdminCCs

The action says 'Notify Other Recipients'. I do not have 'Notify Others' as an option, The RT version used is 3.6.6 updated from 3.6.5, updated in turn from 3.6.4. Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community

Re: [rt-users] RT not generating email for CCs/AdminCCs

Steve, Thanks for the great explanation. It makes sense. But isn't there a usability issue on the Ticket/Update page? If you can fill the CC field without a Message, then the results are not as expected (looking at a classic email interface, Outlook for example). At a minimum an error message sho

Re: [rt-users] Modifying Data Label in RT 3.8.1

Same issue here. How do you set the system default language? I could not find anything in the User interface. Another thread suggested to add the following in the rt3/etc/RT_SiteConfig.pm Set($AutoCreate, {Privileged => 1, Lang => 'fr'}); But that did not work. Thanks, Thierry On Mon, Feb 16,

[rt-users] Changing default language

Hello, I am trying to understand how the default language setup works in RT. There are plenty of .po files in rt3/lib/RT/I18N/ but how do you change from en to fr for example? Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestp

Re: [rt-users] Changing default language

tead of multilingual, but will save some memory. > > Set(@LexiconLanguages, qw(fr)); > > Look it up in RT_Config.pm > > Regards; > Roy > > Thierry Thelliez wrote: >> >> Hello, >> >> I am trying to understand how the default language setup works in RT.

[rt-users] Can a global scrip be disabled for a given queue?

Hello, I have the requirements to not send notifications 'on correspond' to the requestors for a given queue (that's scrip #6). But I wish to keep it for other queues. Do I need to disable it (scrip fields > Stage >Disabled) and then recreate it locally for all the other queues? Thanks, Thierr

Re: [rt-users] Can a global scrip be disabled for a given queue?

John, That's a great idea. Could I just test the queue name? I am no that familiar with Perl/RT but could it be something like: return ($self->TicketObj->QueueObj->Id ne "MySpecialQueue"); (How do you access the queue name?) Thierry On Fri, Mar 26, 2010 at 3:48 PM, John Hascall wrote: > >

[rt-users] Found a missing translation call

I think that the Elements/PageLayout line 159 (RT 3.8.7): {$action}->{class} && ' class="'.$type->{$action}->{class}.'"' |n %><% $type->{$action}->{id} && ' id="'.$type->{$action}->{id}.'"' |n %>><%$type->{$action}->{'title'}%> should be: {$action}->{class} && ' class="'.$type->{$ac

Re: [rt-users] Can a global scrip be disabled for a given queue?

This looks great! For now I am using John's suggestion, but I will give it a try later. Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com

[rt-users] Attachments on disk?

wheel, has someone written some code to list all the attachments (on a web page for example)? Thanks, Thierry Thelliez Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com

[rt-users] Creating a read-only monitor type role

Hello all, I need to create a role (or group) for users that will have read-only access to the system. They need to look at a particular queue, look at the tickets,... but they should not be able to submit tickets, or be assigned a ticket or participate in the workflow. I am playing with the queu

Re: [rt-users] Creating a read-only monitor type role

Emmanuel, You are right and I overlooked the rights under for that queue for Privileged users. On the other hand there is maybe a UI improvement to consider: If a user has no rights to create a ticket, you can still see the quick ticket creation dialog and the create ticket button, even if using

[rt-users] SelfService for Privileged users?

Is there a setting somewhere to 'force' the UI for privileged users to use the SelfService pages? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa..

[rt-users] How can users of the same group share tickets?

Hello all, If we have two submitters (john and jane) belonging to the same group, can we have them share their tickets? If john submits a ticket, I would like jane to be able to edit it. In other words, I need a group level ownership rather than an individual level ownership. Is that possible i

[rt-users] LDAP read AND write?

Hello, Learning how one could connect RT(4) and LDAP, I am wondering if RT can write to the LDAP tree. I am guessing that RT can check an LDAP directory for a given existing user and validate a password. But can RT create an LDAP entry (from the root User creation screen for example)? Thanks,

[rt-users] Trigger a scrip(t) in case of user creation

Hello, Is it possible to intercept user creation events? As a scrip condition? Thanks, Thierry -- RT Training - Boston, September 9-10 http://bestpractical.com/training

[rt-users] Not creating a user on CC

Hello, Under RT 4.2, is it possible to not automatically create a user from the CC field? We would like that the CCed users receive emails from ticket correspondance without creating for class user accounts. In one email thread from 2015, I saw the reference to a variable: AutoCreateNonExternalU

Re: [rt-users] Not creating a user on CC

0, 2016 at 4:26 PM, Thierry Thelliez > wrote: > > Hello, > > > > Under RT 4.2, is it possible to not automatically create a user from the > CC > > field? > > It is possible to create a user - that has an email address as a > "name". RT uses the field