date:20060522

Re: [rt-users] Multiple tickets per incoming email

2006-05-22 Thread Vivek Khera



On May 18, 2006, at 11:37 AM, Schultz, Eric wrote:


Eric Schultz
United Online


Heh... i'm reading and responding to my email (offline) on a United  
flight from frankfurt to washington... when do we get satellite  
hookups to the net?  Then I could check my RT status too... :-)




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Re: [rt-users] Multiple tickets per incoming email

2006-05-22 Thread Vivek Khera



On May 18, 2006, at 10:31 AM, Jesse Vincent wrote:


still queued for submission.  The quick-and-easy fix is to change the
--timeout on your mail aliases


Also, be sure that the fcgi timeout (if you're using fcgi) is greater  
than the timeout you give to RT.  I use 305 seconds for fcgi, and 300  
seconds for rt, and also 300 seconds for postfix to run a command.   
When fcgi would timeout (because I had a shorter timeout) I would get  
duplicated messages on large attachments I've also limited  
attachment size since then too :-)






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Re: [rt-users] removing an email address from an incoming ticket?

2006-05-22 Thread Malcolm Herbert

On Fri, May 19, 2006 at 08:14:34AM -0700, Schultz, Eric wrote:
|> I tend to use RT in a 'stealth' manner, in that I encourage my users
|> to send an email to me directly, then I'll bounce it to the relevant
|> queue after I've determined that it's a job to look at ...
|>
|> Unfortunately this means that I end up as a Cc: on the ticket, which
|> means I get a duplicate copy of any email associated with it ...
|>
|> Is there any easy way to prevent that behaviour?
|
|Make sure that $ParseNewMessageForTicketCcs in RT_SiteConfig.pm is set
|to 0.

I have that set and I want this behaviour, I just don't want the extra
copies Cc:ed to me.

I already use procmail at the mail entry point, but was hoping to be
able to manipulate the ticket object when it's created in some sort of
custom scrip action, but I'm all at sea when it comes to RT internals,
sorry ...

In essence all I'm looking for is a Perl snippet to remove a particular
address from a list of ticket Cc addresses if present ...

-- 
Malcolm HerbertThis brain intentionally
[EMAIL PROTECTED]left blank
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Re: [rt-users] RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error

2006-05-22 Thread Hornet


I had this same problem on my dev box. I didn't look into it to much
because the production box was ready when this error started so I just
cp'd the rt dir to the new server and the issue went away. I think I
the problem lies in one of the perl Mod's, I never looked to find
witch one. Maybe you can restore from a backup and have my good luck.

-Erik-


On 5/22/06, Chaim Rieger <[EMAIL PROTECTED]> wrote:

am going to investigate but in the meantime does anybody know what
happened, no files were changed or modified in any way since friday
(it worked on friday) currently can see tickets, open tickets,
resolve tickets, but none of the links work (left side)

System error
error:  Can't locate object method "new" via package
"RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/
Search/Build.html line 288.
context:
...
284:
285:my $depth = 1;
286:
287:# make a tree root
288:$$tree = RT::Interface::Web::QueryBuilder::Tree->new;
289:my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND',
$$tree );
290:my $lastnode = $root;
291:my $parentnode = $root;
292:
...
code stack: /usr/local/rt3/share/html/Search/Build.html:288
/usr/local/rt3/share/html/autohandler:215
raw error

System error
error:  Can't locate object method "new" via package
"RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/
Search/Build.html line 288.
context:
...
284:
285:my $depth = 1;
286:
287:# make a tree root
288:$$tree = RT::Interface::Web::QueryBuilder::Tree->new;
289:my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND',
$$tree );
290:my $lastnode = $root;
291:my $parentnode = $root;
292:
...
code stack: /usr/local/rt3/share/html/Search/Build.html:288
/usr/local/rt3/share/html/autohandler:215




raw error






























Can't locate object method "new" via package
"RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/
Search/Build.html line 288.


Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/
Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object
method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /
usr/local/rt3/share/html/Search/Build.html line 288.^J') called at /
usr/local/rt3/share/html/Search/Build.html line 288
HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xba774c8)', 'ARRAY
(0xba274c0)') called at /usr/local/rt3/share/html/Search/Build.html
line 451
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/
HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
(0xba64d44)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/
Request.pm line 1251
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/Request.pm line 914
HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH
(0xb620030)') called at /usr/local/rt3/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/
HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
(0xb6200cc)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/
Request.pm line 1246
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/
perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 459
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 411
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH
(0xb620030)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/
CGIHandler.pm line 192
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 192
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH
(0xb620030)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/
Interp.pm line 342
HTML::Mason::Interp::exec(undef, undef) called at /usr/lib/perl5/
site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH
(0xb689d6c)', 'HASH(0xb79c164)') called at /usr/lib/perl5/site_perl/
5.8.5/HTML/Mason/CGIHandler.pm line 73
HTML::Mason::CGIHandler::handle_cgi_object
('HTML::Mason::CGIHandler=HASH(0xb689d6c)', 'CGI::Fast=HASH
(0xb79c1a0)') called at /usr/local/rt3/bin/mason_handler.fcgi line 76
eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76












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Re: [rt-users] RT Queue Assignment

2006-05-22 Thread Kenneth Crocker


Shen, Tyler wrote:

There seemed to be a bug with RT (or perhaps not any more) after I
assigned a ticket taken by my colleague to another queue. While the
ticket was changed to another queue, the owner of the ticket remained
the same. However, the owner does not have right to own ticket in the
new queue. Is there any fixes to this?

I also noticed that when I changed a ticket owned by myself to another
queue, the owner was automatically set to nobody. Thanks!

Shen, Tyler



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We have an APPROVALS Queue we set up for reviewing tickets before 
sending them out for work (problem could be simple stuff like 
permissions or training so we don't want our technicians working on it 
yet) and if it turns out it is a technical problem, we change the Queue 
from "APPROVALS" to the one that would handle that particular technical 
issue. The problem we had was trying to change the owner to "nobody" 
before the ticket actually changed Queues. It didn't happen. We put in a 
special scrip to kick in when there is a "Change Queue" transaction and 
it never seemed to change the owner (regardless of where we put the 
code) unless the transaction was from the other Queue. It didn't make 
sense and we can't seem to get that to work so we just have to change 
the owner to "nobody" before we change the Queue. Kinda manual but it 
works for now. We are on 3.4.4/Oracle for now.


Kenn
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[rt-users] RTx::Statistics install issues (found a thread, but no resolution)

2006-05-22 Thread Paul Crossman

I'm having issues with an RTx::Statistics 1.0.8 installation and this
thread in the list
(http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html)
is the exact problem I'm having, however the thread just ends with no
resolution.  If you are one of the posters having this problem (Bill
and/or Austin), could you contact me with your eventual solution if you
ever found one?

I'm moving my RT installation from one RHEL sever to another and the
link for Statistics doesn't show up on the left column on the new
server.

The only strange thing I can see is this error appears on my apache
error.log.

[Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in
length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm
line 52., referer: http://myrtserver.tvguide.com/rt/

Current config:
RT 3.4.2
RHEL 4

I've tried both using the Makefile and just copying the files to
/opt/rt3/share.

I can go to links by hand, but I can't click on any in the Stats
screens.  I get HTTP errors.

Example:

System error
error:  could not find component for initial path
'/RTx/OpenStalled/index.html' (component roots are:
'/opt/rt3/local/html', '/opt/rt3/share/html')
context:
... 
200:$self->{out_method} = sub { $$bufref .= $_[0] };
201:}
202:$self->{use_internal_component_caches} =
203:$self->{interp}->use_internal_component_caches;
204:$self->_initialize;
205:
206:return $self;
207:}
208:
... 
code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204
/usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275
/usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73
/opt/rt3/bin/mason_handler.fcgi:76
raw error


Any help would be appreciated.

Thanks,
Paul C.

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[rt-users] Can't call method "Scheme" on an undefined value at ...

2006-05-22 Thread Brian Kurowsky


Has anyone run into the error below?
If so, any advise?

Thanks,
Brian

===

I receive the following error when attempting to update a ticket that has a
link to another ticket in the "Refers to: " section.

error:   Can't call method "Scheme" on an undefined value at
/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm line 2581.

context: ...
2577:elsif ( $args{'Base'} ) {
2578:$other_ticket_uri->FromURI( $args{'Base'} );
2579:}
2580:
2581:if ( $other_ticket_uri->Resolver->Scheme eq 'fsck.com-rt') {
2582:my $object = $other_ticket_uri->Resolver->Object;
2583:
2584:if ( UNIVERSAL::isa( $object, 'RT::Ticket' )
2585:&& $object->id
...
code stack:  /usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:2581
/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:2552
/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1464
/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1414
/usr/share/request-tracker3.4/html/Ticket/Display.html:141
/usr/share/request-tracker3.4/html/Ticket/Update.html:211
/usr/share/request-tracker3.4/html/autohandler:215



I am, however, able to update the other ticket (Refers to by:) with no
problem.

Running 3.4.1 on Debian Sarge. w/ RTFM 2.1.37

Thanks,
Brian


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[rt-users] Re: RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error

2006-05-22 Thread Chaim Rieger


(sorry for the top post)


a force install (via cpan) of  Scalar::Util id the trick



On May 22, 2006, at 10:46 AM, Chaim Rieger wrote:

am going to investigate but in the meantime does anybody know what  
happened, no files were changed or modified in any way since friday  
(it worked on friday) currently can see tickets, open tickets,  
resolve tickets, but none of the links work (left side)


System error
error:  	Can't locate object method "new" via package  
"RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/ 
html/Search/Build.html line 288.

context:
... 
284:
285:my $depth = 1;
286:
287:# make a tree root
288:$$tree = RT::Interface::Web::QueryBuilder::Tree->new;
289:  	my $root = RT::Interface::Web::QueryBuilder::Tree->new 
( 'AND', $$tree );

290:my $lastnode = $root;
291:my $parentnode = $root;
292:
... 
code stack: /usr/local/rt3/share/html/Search/Build.html:288
/usr/local/rt3/share/html/autohandler:215
raw error

System error
error:  	Can't locate object method "new" via package  
"RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/ 
html/Search/Build.html line 288.

context:
... 
284:
285:my $depth = 1;
286:
287:# make a tree root
288:$$tree = RT::Interface::Web::QueryBuilder::Tree->new;
289:  	my $root = RT::Interface::Web::QueryBuilder::Tree->new 
( 'AND', $$tree );

290:my $lastnode = $root;
291:my $parentnode = $root;
292:
... 
code stack: /usr/local/rt3/share/html/Search/Build.html:288
/usr/local/rt3/share/html/autohandler:215




raw error






























Can't locate object method "new" via package  
"RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/ 
html/Search/Build.html line 288.



Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object  
method "new" via package "RT::Interface::Web::QueryBuilder::Tree"  
at /usr/local/rt3/share/html/Search/Build.html line 288.^J') called  
at /usr/local/rt3/share/html/Search/Build.html line 288
HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xba774c8)', 'ARRAY 
(0xba274c0)') called at /usr/local/rt3/share/html/Search/Build.html  
line 451
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/ 
HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
(0xba64d44)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
Request.pm line 1251
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm  
line 1245
HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/ 
site_perl/5.8.5/HTML/Mason/Request.pm line 914
HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH 
(0xb620030)') called at /usr/local/rt3/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/ 
HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
(0xb6200cc)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
Request.pm line 1246
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm  
line 1245
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/ 
perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm  
line 459
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm  
line 411
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH 
(0xb620030)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
CGIHandler.pm line 192
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
CGIHandler.pm line 192
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH 
(0xb620030)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
Interp.pm line 342
HTML::Mason::Interp::exec(undef, undef) called at /usr/lib/perl5/ 
site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
CGIHandler.pm line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH 
(0xb689d6c)', 'HASH(0xb79c164)') called at /usr/lib/perl5/site_perl/ 
5.8.5/HTML/Mason/CGIHandler.pm line 73
HTML::Mason::CGIHandler::handle_cgi_object 
('HTML::Mason::CGIHandler=HASH(0xb689d6c)', 'CGI::Fast=HASH 
(0xb79c1a0)') called at /usr/local/rt3/bin/mason_handler.fcgi line 76

eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76














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[rt-users] RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error

2006-05-22 Thread Chaim Rieger

am going to investigate but in the meantime does anybody know what  
happened, no files were changed or modified in any way since friday  
(it worked on friday) currently can see tickets, open tickets,  
resolve tickets, but none of the links work (left side)


System error
error:  	Can't locate object method "new" via package  
"RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/ 
Search/Build.html line 288.

context:
... 
284:
285:my $depth = 1;
286:
287:# make a tree root
288:$$tree = RT::Interface::Web::QueryBuilder::Tree->new;
289:  	my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND',  
$$tree );

290:my $lastnode = $root;
291:my $parentnode = $root;
292:
... 
code stack: /usr/local/rt3/share/html/Search/Build.html:288
/usr/local/rt3/share/html/autohandler:215
raw error

System error
error:  	Can't locate object method "new" via package  
"RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/ 
Search/Build.html line 288.

context:
... 
284:
285:my $depth = 1;
286:
287:# make a tree root
288:$$tree = RT::Interface::Web::QueryBuilder::Tree->new;
289:  	my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND',  
$$tree );

290:my $lastnode = $root;
291:my $parentnode = $root;
292:
... 
code stack: /usr/local/rt3/share/html/Search/Build.html:288
/usr/local/rt3/share/html/autohandler:215




raw error






























Can't locate object method "new" via package  
"RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/ 
Search/Build.html line 288.



Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object  
method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at / 
usr/local/rt3/share/html/Search/Build.html line 288.^J') called at / 
usr/local/rt3/share/html/Search/Build.html line 288
HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xba774c8)', 'ARRAY 
(0xba274c0)') called at /usr/local/rt3/share/html/Search/Build.html  
line 451
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/ 
HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
(0xba64d44)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
Request.pm line 1251
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm  
line 1245
HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/ 
site_perl/5.8.5/HTML/Mason/Request.pm line 914
HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH 
(0xb620030)') called at /usr/local/rt3/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/ 
HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
(0xb6200cc)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
Request.pm line 1246
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm  
line 1245
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/ 
perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm  
line 459
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm  
line 411
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH 
(0xb620030)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
CGIHandler.pm line 192
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm  
line 192
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH 
(0xb620030)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ 
Interp.pm line 342
HTML::Mason::Interp::exec(undef, undef) called at /usr/lib/perl5/ 
site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm  
line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH 
(0xb689d6c)', 'HASH(0xb79c164)') called at /usr/lib/perl5/site_perl/ 
5.8.5/HTML/Mason/CGIHandler.pm line 73
HTML::Mason::CGIHandler::handle_cgi_object 
('HTML::Mason::CGIHandler=HASH(0xb689d6c)', 'CGI::Fast=HASH 
(0xb79c1a0)') called at /usr/local/rt3/bin/mason_handler.fcgi line 76

eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76












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[rt-users] First-contact resolution tracking?

2006-05-22 Thread Roedel, Mark


We've gotten a grant to purchase some software to track "first contact
resolutions" for our helpdesk.

In looking at potential software, we're finding mostly all-in-one
solutions that come packaged with a work order tracker and everything.
So...

(1) Is anyone aware of tracking software for this purpose that
integrates with RT, either home-grown or commercially-available.

(2) Jesse, does this sound like something that BP would be interested in
taking on?  What kind of rate structure would we be looking at if we
commissioned this?


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University
Longview, Texas  USA
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Re: [rt-users] Email Address question

2006-05-22 Thread Ruslan Zakirov

RT has a way to cononicalize user emails, but I don't remember is
there "how to" about this topic.

Look into RT::User::CanonicalizeEmailAddress method, this method could
be used to get rid of @old-domain.foo addresses.

On 5/22/06, Schultz, Eric <[EMAIL PROTECTED]> wrote:

On 5/16/06, Jesse Vincent <[EMAIL PROTECTED]> wrote:

On Tue, May 16, 2006 at 12:22:01PM -0500, Kristopher
Lusk wrote:
> Hi List,
>
>
>
> I'm trying to add a new user via the web interface who
happens to have a
> hyphen in their email address.  RT does not like this
and is complaining
> about an illegal value in the email address ( User
18682: EmailAddress:
> Illegal value for EmailAddress ).  For instance, if
Best Practical's domain
> was best-practical.com 
instead of bestpractical.com, someone's email address
> would be [EMAIL PROTECTED]  How would I add this
person as a user?
> Does putting double quotes around the address actually
work?
>

It's not the hyphen that's getting in your way.
It's a horrible error message. But it means they're
already in RT as a
user. Search for users by email address. Find them.
Click "Allow this
user to access RT"

Jesse
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After reading this (and having trouble changing my email address
in RT), I checked and found about six variaitions of my name in the RT
Users table. All are legitimate variations, like
[EMAIL PROTECTED], [EMAIL PROTECTED],
[EMAIL PROTECTED], etc. Most were probably created when I
emailed in a ticket from various addresses, or when my email client was
configured slightly differently. I think we have several other users in
the same boat.

Is there any way to "merge" users the way we can merge multiple
tickets that are really about the same issue? Otherwise, I think the
best solution is to set the email fields to [EMAIL PROTECTED] so I can set
the email address on my 'real' account correctly.

--
sockmonk

Do a search for all tickets owned by the duplicate users, and do bulk
updates to get them all to the user who you want to be the correct one.
For instance, do a query where Watcher.EmailAddress =
'[EMAIL PROTECTED]', and then for all of those tickets,
do a bulk update where you change the Watcher to whatever email you
choose.  Do this for all tickets owned/requested as well.  Then you can
start nulling out the user fields.  However, I would leave the Username
and Email field as is, so that if you try to use one of those in the
future, the system complains or bounces your email, forcing you to use
the "correct" one.

Eric Schultz
United Online
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RE: [rt-users] Email Address question

2006-05-22 Thread Schultz, Eric

On 5/16/06, Jesse Vincent <[EMAIL PROTECTED]> wrote: 

On Tue, May 16, 2006 at 12:22:01PM -0500, Kristopher
Lusk wrote:
> Hi List,
>
>
>
> I'm trying to add a new user via the web interface who
happens to have a
> hyphen in their email address.  RT does not like this
and is complaining 
> about an illegal value in the email address ( User
18682: EmailAddress:
> Illegal value for EmailAddress ).  For instance, if
Best Practical's domain
> was best-practical.com 
instead of bestpractical.com, someone's email address
> would be [EMAIL PROTECTED]  How would I add this
person as a user? 
> Does putting double quotes around the address actually
work?
>

It's not the hyphen that's getting in your way.
It's a horrible error message. But it means they're
already in RT as a
user. Search for users by email address. Find them.
Click "Allow this 
user to access RT"

Jesse
___

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After reading this (and having trouble changing my email address
in RT), I checked and found about six variaitions of my name in the RT
Users table. All are legitimate variations, like
[EMAIL PROTECTED], [EMAIL PROTECTED],
[EMAIL PROTECTED], etc. Most were probably created when I
emailed in a ticket from various addresses, or when my email client was
configured slightly differently. I think we have several other users in
the same boat. 

Is there any way to "merge" users the way we can merge multiple
tickets that are really about the same issue? Otherwise, I think the
best solution is to set the email fields to [EMAIL PROTECTED] so I can set
the email address on my 'real' account correctly.

-- 
sockmonk 

Do a search for all tickets owned by the duplicate users, and do bulk
updates to get them all to the user who you want to be the correct one.
For instance, do a query where Watcher.EmailAddress =
'[EMAIL PROTECTED]', and then for all of those tickets,
do a bulk update where you change the Watcher to whatever email you
choose.  Do this for all tickets owned/requested as well.  Then you can
start nulling out the user fields.  However, I would leave the Username
and Email field as is, so that if you try to use one of those in the
future, the system complains or bounces your email, forcing you to use
the "correct" one.

Eric Schultz
United Online
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Re: [rt-users] QueryBuilder::Tree error

2006-05-22 Thread Pedro Ferreira

do you believe in miracles?
on friday I re-installed Tree::Simple and
Scalar::Util, I re-started the apache server but still
the same error... this morning, without a reboot or a
apache restart RT is working fine!
I guess there must be some temporary buffer for perl
web transactions that takes a while to reset...?!?
Well, anyway now it looks ok and working!
Thanks for all your help!

--- Pedro Ferreira <[EMAIL PROTECTED]> wrote:

> humm... ok, going to try to re-install mod_perl from
> source code...
> 
> --- Ruslan Zakirov <[EMAIL PROTECTED]> wrote:
> 
> > It's not problem in RT code. it's problem of your
> > distro. We couldn't
> > do anything from RT code to fix this.
> > 
> > Use FastCGI or install perl/mod_perl from SRPMs.
> > 
> > 
> > On 5/19/06, Pedro Ferreira <[EMAIL PROTECTED]>
> > wrote:
> > > I installed mod_perl using yum (automaticaly
> gets
> > the
> > > rpm package from a list of mirrors) and I'm not
> in
> > the
> > > mood to recompile it...
> > >
> > > If someone from RT is 'hearing' me, don't you
> have
> > any
> > > plans to remove this problem from your code, I
> > guess
> > > it will not be too difficult, replace a couple
> of
> > > functions to something compatible with the
> latest
> > > version...? I'm not a perl expert so I can't
> help
> > > here... but we are evaluating RT to start using
> it
> > and
> > > this problem is a major drawback...
> > >
> > > --- Scott Courtney <[EMAIL PROTECTED]> wrote:
> > >
> > > > On Wednesday 17 May 2006 03:53, Pedro Ferreira
> > > > wrote:
> > > > > no way, it doesn't work!
> > > > > I removed Tree::Simple and Scalar::Util
> > > > > I re-installed it using perl CPAN
> > > > >
> > > > > I always get the error:
> > > > >
> > > > > Can't locate object method "new" via package
> > > > > "RT::Interface::Web::QueryBuilder::Tree" at
> > > > > /opt/rt3/share/html/Search/Build.html line
> > 288.
> > > > >
> > > > > and
> > > > >
> > > > > Undefined subroutine &Scalar::Util::weaken
> > called
> > > > at
> > > > > /opt/rt3/lib/RT/Action/Generic.pm line 108.
> > > >
> > > > Did you remember to rebuild mod_perl?
> > > >
> > > > Scott
> > > >
> > > > --
> > > >
> > >
> >
>
--
> > > > Scott Courtney | "I don't mind
> Microsoft
> > > > making money. I mind them
> > > > [EMAIL PROTECTED]  | having a bad
> operating
> > > > system."-- Linus Torvalds
> > > > http://4th.com/| ("The Rebel Code," NY
> > > > Times, 21 February 1999)
> > > >| PGP Public Key at
> > > > http://4th.com/keys/scott.pubkey
> > > >
> > >
> > >
> > > Pedro Ferreira
> > > Grenoble - France
> > >
> > > "Everything should be made as simple as
> possible,
> > but not simpler." - Einstein
> > >
> > > And remember - there are 10 types of people,
> those
> > who understand binary and those who don't!
> > >
> > >
> __
> > > Do You Yahoo!?
> > > Tired of spam?  Yahoo! Mail has the best spam
> > protection around
> > > http://mail.yahoo.com
> > > ___
> > >
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: [EMAIL PROTECTED]
> > >
> > >
> > > Discover RT's hidden secrets with RT Essentials
> > from O'Reilly Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> > >
> > >
> > > We're hiring! Come hack Perl for Best Practical:
> > http://bestpractical.com/about/jobs.html
> > >
> > 
> > 
> > -- 
> > Best regards, Ruslan.
> > 
> 
> 
> Pedro Ferreira
> Grenoble - France
> 
> "Everything should be made as simple as possible,
> but not simpler." - Einstein
> 
> And remember - there are 10 types of people, those
> who understand binary and those who don't!
> 
> __
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam
> protection around 
> http://mail.yahoo.com 
> ___
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
> 
> 
> Discover RT's hidden secrets with RT Essentials from
> O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
> 


Pedro Ferreira
Grenoble - France

"Everything should be made as simple as possible, but not simpler." - Einstein

And remember - there are 10 types of people, those who understand binary and 
those who don't!

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Re: [rt-users] Lack of trailing slash causing porblems in IE

2006-05-22 Thread Brendan Arnold

Yeah I have set up mod_rewrite to do just that which solved some of
the 'Page Cannot be Found' errors, however there are other 'Page
Cannot be Found' errors which seem to be caused by something else.

It seems IE has additional porblems with DNS lookups. I have changed
all references in htttpd.conf and RT_SiteConfig (bar $rtname in
RT_SiteConfig) to the DNS name that returns from nslookup on a Windows
machine for my server (before it was configured for a DNS alias) which
has greatly reduced the number of errors. Unfortunately, I have seen
one of these errors manifest again but this could be due to
cache/legacy tickets.

Brendan

On 5/19/06, Covington, Chris <[EMAIL PROTECTED]> wrote:

I've seen this issue before but all I had to do to fix it is to setup 
mod_rewrite to redirect https://rtserver.example.com/rt to 
https://rtserver.example.com/rt/

Chris

 -Original Message-
From:   Brendan Arnold [mailto:[EMAIL PROTECTED]
Sent:   Fri May 19 11:05:57 2006
To: rt-users@lists.bestpractical.com
Subject:Re: [rt-users] Lack of trailing slash causing porblems in IE

I have changed all references in RT_SiteConfig and Apache config from
the commonly used DNS alias (estates) to the DNS entry that comes up
when performing an IP lookup. So far I have not experiecned any Page
Cannot be found errors. I will keep you updated.

So for others in a simiilar situation, try 'nslookup ' to
find out what your default DNS domain name is and use that in the
config rather than a DNS alias.

Brendan

On 5/18/06, Les Mikesell <[EMAIL PROTECTED]> wrote:
> On Mon, 2006-05-08 at 11:34, Brendan Arnold wrote:
> > Hi again,
> >
> > I still have the problem. I have found out some more information
> > though. After checking the logs it seems that IE, when submitting the
> > form info, actually does not generate a log entry. Also the 'Page
> > cannot be found' error appears almost immediately which gives me the
> > impression that IE does not even attempt to connect to the server
> > before it gives the error. It also seems to happen more often if you
> > wait about 60 seconds or more before submitting the form.
> >
> > Does anyone else have this problem as it is driving me crazy!
>
> If the URL actually refers to a directory, expecting to hit the
> default index page and you omit the trailing /, the server will
> send a redirect with the slash to normalize the URL so
> relative links on the page will work.  The redirect should
> be to the same hostname as the original URL contained, but
> if you have UseCanonicalName on in your httpd.conf (and I
> think it's the default), it will instead be the name
> specified in ServerName.  If you are getting a client DNS
> error on the redirects, maybe you have a typo in your
> ServerName.
>
> --
>   Les Mikesell
>[EMAIL PROTECTED]
>
>
>
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!DSPAM:1,446dded5101048743255425!

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Re: [rt-users] QueryBuilder::Tree error

2006-05-22 Thread Pedro Ferreira

humm... ok, going to try to re-install mod_perl from
source code...

--- Ruslan Zakirov <[EMAIL PROTECTED]> wrote:

> It's not problem in RT code. it's problem of your
> distro. We couldn't
> do anything from RT code to fix this.
> 
> Use FastCGI or install perl/mod_perl from SRPMs.
> 
> 
> On 5/19/06, Pedro Ferreira <[EMAIL PROTECTED]>
> wrote:
> > I installed mod_perl using yum (automaticaly gets
> the
> > rpm package from a list of mirrors) and I'm not in
> the
> > mood to recompile it...
> >
> > If someone from RT is 'hearing' me, don't you have
> any
> > plans to remove this problem from your code, I
> guess
> > it will not be too difficult, replace a couple of
> > functions to something compatible with the latest
> > version...? I'm not a perl expert so I can't help
> > here... but we are evaluating RT to start using it
> and
> > this problem is a major drawback...
> >
> > --- Scott Courtney <[EMAIL PROTECTED]> wrote:
> >
> > > On Wednesday 17 May 2006 03:53, Pedro Ferreira
> > > wrote:
> > > > no way, it doesn't work!
> > > > I removed Tree::Simple and Scalar::Util
> > > > I re-installed it using perl CPAN
> > > >
> > > > I always get the error:
> > > >
> > > > Can't locate object method "new" via package
> > > > "RT::Interface::Web::QueryBuilder::Tree" at
> > > > /opt/rt3/share/html/Search/Build.html line
> 288.
> > > >
> > > > and
> > > >
> > > > Undefined subroutine &Scalar::Util::weaken
> called
> > > at
> > > > /opt/rt3/lib/RT/Action/Generic.pm line 108.
> > >
> > > Did you remember to rebuild mod_perl?
> > >
> > > Scott
> > >
> > > --
> > >
> >
>
--
> > > Scott Courtney | "I don't mind Microsoft
> > > making money. I mind them
> > > [EMAIL PROTECTED]  | having a bad operating
> > > system."-- Linus Torvalds
> > > http://4th.com/| ("The Rebel Code," NY
> > > Times, 21 February 1999)
> > >| PGP Public Key at
> > > http://4th.com/keys/scott.pubkey
> > >
> >
> >
> > Pedro Ferreira
> > Grenoble - France
> >
> > "Everything should be made as simple as possible,
> but not simpler." - Einstein
> >
> > And remember - there are 10 types of people, those
> who understand binary and those who don't!
> >
> > __
> > Do You Yahoo!?
> > Tired of spam?  Yahoo! Mail has the best spam
> protection around
> > http://mail.yahoo.com
> > ___
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: [EMAIL PROTECTED]
> >
> >
> > Discover RT's hidden secrets with RT Essentials
> from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
> >
> 
> 
> -- 
> Best regards, Ruslan.
> 


Pedro Ferreira
Grenoble - France

"Everything should be made as simple as possible, but not simpler." - Einstein

And remember - there are 10 types of people, those who understand binary and 
those who don't!

__
Do You Yahoo!?
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Re: [rt-users] Multiple tickets per incoming email

Re: [rt-users] Multiple tickets per incoming email

Re: [rt-users] removing an email address from an incoming ticket?

Re: [rt-users] RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error

Re: [rt-users] RT Queue Assignment

[rt-users] RTx::Statistics install issues (found a thread, but no resolution)

[rt-users] Can't call method "Scheme" on an undefined value at ...

[rt-users] Re: RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error

[rt-users] RT::Interface::Web::QueryBuilder::Tree" at /usr/local/rt3/share/html/Search/Build.html line 288 error

[rt-users] First-contact resolution tracking?

Re: [rt-users] Email Address question

RE: [rt-users] Email Address question

Re: [rt-users] QueryBuilder::Tree error

Re: [rt-users] Lack of trailing slash causing porblems in IE

Re: [rt-users] QueryBuilder::Tree error

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