Re: [rt-users] referencing a specific Custom Field in a script

[Torsten Brumm]

Hi Terri,how should this work? If you set this scrip to on Create, then you have not defined the CF Value for Severity so far. How will the ticket created? Via Mail or WebUI? If you have some more information, i can sent you some working scrips from my installation, but i'm using now 
3.6.1.Torsten2006/8/17, Terri Bendl <[EMAIL PROTECTED]>:
> We are trying to create a scrip that sets the Priority based on a custom field called "Severity".> For example, if Severity = Urgent, the Priority should = 100.> Here is the script we are using. I have seen other posts of people using this syntax, but we simply cannot get it to work.
>> Condition: On Create> Action: User Defined> Custom action preparation code:> return 1;>> Custom action cleanup code:> if ($self->TicketObj->FirstCustomFieldValue('Severity') eq "Urgent") {
>$self->TicketObj->SetPriority( 100 );>return 1;> }>> Stage: TransactionCreate> Template: Blank>> It is definitely a problem with the custom field portion of the code... (the SetPriority part works fine if we get rid of the first line that references the custom field)
> Any advise???>> We are using RT 3.0.8rc1>> Thanks in advance.>> Terri Bendl> Network Administrator>>>___
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Re: [rt-users] Problem with schema.mysql 3.4

[Jon Daley]

On Thu, 17 Aug 2006, Eder Miranda - UNODATA wrote:

Then I am upgrading my old 3.4.1 database.
I type  /opt/rt3/sbin/rt-setup-database --action schema \
  --datadir etc/upgrade/
  /opt/rt3/sbin/rt-setup-database --action acl \
  --datadir etc/upgrade/
  /opt/rt3/sbin/rt-setup-database --action insert \
   --datadir etc/upgrade/
Replacint  to 3.5.

But this message appears:

Can't locate mysql schema.
And folder etc/upgrade/3.5x is empty.


	I think that is fine.  It just means there weren't any changes.  I 
think the 3.6.1 folder only has one of those files as well.

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[rt-users] auto-set and email random passwords for privileged users?

[Ole Craig]

(Running 3.6.0 with mysql on CentOS 4.3)

I would like to set up a system whereby existing privileged users with 
  * certain group membership(s), and 
  * blank passwords 

can login to RT as follows: 
 1. they hit the main page, enter their email address (username) and
a blank password. 
 2. RT generates a random password and sends it in an email to the
user's email address (remember, this is a preexisting user, so
we should have a valid email.)
 3. RT displays a page to the user explaining its actions.
 4. If the new password is not utilized within X minutes, RT
re-blanks the password. (Alternatively, if the password is not
used in X minutes, then the next time a login is attempted we
loop back to step 2.)

Has anyone tried something like this? Care to share your experiences?
Also, can anyone spot any potential unintended consequences? (I'm
intending to limit the potential for damage by only enabling this for
users in a certain group, for which almost no privileges exist except
for SeeCustomField on RTFM articles.)

Thanks,
Ole
-- 
/Ole Craig
Security Engineer

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .
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[rt-users] Problem with schema.mysql 3.4

[Eder Miranda - UNODATA]

 

Hi friends,

I am in trouble!
I had RT 3.4 working perfectly.
I installed 3.6.1 with a new database and it looked me great!! 
Then I am upgrading my old 3.4.1 database.
I type  /opt/rt3/sbin/rt-setup-database --action schema \
   --datadir etc/upgrade/
   /opt/rt3/sbin/rt-setup-database --action acl \
   --datadir etc/upgrade/
   /opt/rt3/sbin/rt-setup-database --action insert \
--datadir etc/upgrade/
Replacint  to 3.5.

But this message appears:

Can't locate mysql schema.
And folder etc/upgrade/3.5x is empty.

Could someone help me?

Thank you very much

-Mensagem original-
De: [EMAIL PROTECTED]
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[EMAIL PROTECTED]
Enviada em: sexta-feira, 7 de julho de 2006 10:37
Para: rt-users@lists.bestpractical.com
Assunto: RT-Users Digest, Vol 28, Issue 17

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Today's Topics:

   1. RE: SOMETHING WAS MISSING! (Duncan Shannon)
   2. Re: problems upgrading RT2 to RT3 (Jodok Ole Muellers)
   3. Re: import-1.0-to-2.0.pl dates are getting lost during
  migration (e.g. date_created => Created) (Jodok Ole Muellers)
   4. RT At A Glance (Roman Steven)
   5. Slow loading unless I alias /NoAuth/js and /NoAuth/css
  (Niels Huylebroeck)
   6. Printer friendly view for tickets (Maciak, TJ)
   7. Re: Printer friendly view for tickets (Todd Chapman)
   8. Hardware upgrade v3.0.10 to 3.60 (Tony Graziano)
   9. Re: Hardware upgrade v3.0.10 to 3.60 (Timothy Smith)
  10. RE: Printer friendly view for tickets (Maciak, TJ)


--

Message: 1
Date: Thu, 6 Jul 2006 22:05:45 -0500
From: "Duncan Shannon" <[EMAIL PROTECTED]>
Subject: RE: [rt-users] SOMETHING WAS MISSING!
To: "Mathew Snyder" <[EMAIL PROTECTED]>,"Brent Geach"
<[EMAIL PROTECTED]>
Cc: rt-users@lists.bestpractical.com
Message-ID:

<[EMAIL PROTECTED]>

Content-Type: text/plain;   charset="us-ascii"


> 
> What I've found is that if you have a newer version that it usually 
> doesn't matter.  I had the same problem with XML::RSS.  Make testdeps 
> wouldn't find v1.05 however, I have v1.10 installed.  Everything still 
> worked as expected.
> 



I had some similar problems. I don't remember exactly what I did
futz around until it worked. Didn't seem too hard until I updated way
too many packages on my netbsd system (en masse) and it choked big time!





--

Message: 2
Date: Fri, 7 Jul 2006 09:40:04 +0200
From: Jodok Ole Muellers <[EMAIL PROTECTED]>
Subject: Re: [rt-users] problems upgrading RT2 to RT3
To: Jackie Hamilton <[EMAIL PROTECTED]>
Cc: rt-users@lists.bestpractical.com
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=US-ASCII

Hi Jackie,

I've had the same problems. 
Downgrading to DBIx-SearchBuilder-1.01 solved the problem for me.
After the migration you can upgrade again to newest version.

jodok

On Thu, 6 Jul 2006 16:11:56 -0500
Jackie Hamilton <[EMAIL PROTECTED]> wrote:

> 
> I'm trying to upgrade a RT 2.0.14 db to RT 3.2.2. Am using the 
> rt2-to-rt3-1.23 scripts. The rt-2.0-to-dumpfile appeared to run ok, 
> although the metadata looks like it's incomplete... here's what it has 
> fo

-- 
Jodok Ole Muellers   |  Verizon Business 
Internet Software System Engineer|  Sebrathweg 20
EMEA Server & Service Management |  D-44149 Dortmund, Germany
phone: +49 (0)231 972 1432   |  vnet : 317 1432
mail : [EMAIL PROTECTED]|  fax  : +49 231 972 2587
pgp  : gpg --keyserver blackhole.pca.dfn.de --recv-keys 5A2A106E


--

Message: 3
Date: Fri, 7 Jul 2006 09:45:48 +0200
From: Jodok Ole Muellers <[EMAIL PROTECTED]>
Subject: Re: [rt-users] import-1.0-to-2.0.pl dates are getting lost
during  migration (e.g. date_created => Created)
To: RT-Users@lists.bestpractical.com
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=US-ASCII

Looks like downgrading to DBIx-SearchBuilder-1.01  solves the problem.
I can't tell exactly right now cause the migration or 52. tickets is
still running and takes days. I am wondering if it is possible to run
import-1.0-to-2.0 do to incremental migrations (e.g. by commenting out
everything except MigrateTickets and MigrateTransactions and use a "select *
from each_req where id > $where_we_last_stopped" ?

On Tue, 4 Jul 2006 17:08:56 +0200
Jodok Ole Muellers <[EMAIL PROTECTED]> wrote:

> Hello,
> 
> PROBLEM: import-1.0-to-2.0.pl does not keep correct

[rt-users] Quicksearch Summary on 3.6.1

[Hersker, Steve]

Has anyone updated the Quicksearch Summary patch for
v.3.6.1? (This totals the number of new, open and stalled tickets listed in QuickSearch).


 

I put it in place for 3.4.4 and it’s invaluable to me
to quickly see if we’ve got an excessive # of open tickets.

 

Sadly, I don’t have anywhere near the skills needed to
update this myself.

 

Thanks!

Steve

 






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[rt-users] referencing a specific Custom Field in a script

[Terri Bendl]

> We are trying to create a scrip that sets the Priority based on a custom 
> field called "Severity".
> For example, if Severity = Urgent, the Priority should = 100.
> Here is the script we are using. I have seen other posts of people using this 
> syntax, but we simply cannot get it to work.
> 
> Condition: On Create
> Action: User Defined
> Custom action preparation code:
> return 1;
> 
> Custom action cleanup code:
> if ($self->TicketObj->FirstCustomFieldValue('Severity') eq "Urgent") {
>$self->TicketObj->SetPriority( 100 );
>return 1;
> }
> 
> Stage: TransactionCreate
> Template: Blank
> 
> It is definitely a problem with the custom field portion of the code... (the 
> SetPriority part works fine if we get rid of the first line that references 
> the custom field)
> Any advise???
> 
> We are using RT 3.0.8rc1
> 
> Thanks in advance.
> 
> Terri Bendl
> Network Administrator
> 
> 
> 
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Re: [rt-users] attachment names problem

[Marcin Bujak]

any ideas ?

Jesse :) ?
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Re: [rt-users] Corres messages

[Drew Barnes]

Might this be the NotifyActor variable, or am I mis-reading the question?


Martyn Routley wrote:

Hi
Am I being dense(Answers on a postcard to...)

I have installed 3.6.0 from FreeBSD ports and it works. Yay!

By default, when a message is sent to rt, a response is sent to the requestor 
and to the support users to alert them. Once the
ticket has been taken by a user, the emails seem to go to everybody except the 
owner.

My question is this.
Is it possible to have the messages sent only to the ticket owner and not 
everyone?


Martyn 




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--
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Raymond Walters College
University of Cincinnati

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Re: [rt-users] Corres messages

[Kenneth Crocker]

Roy,


	Once the user takes the ticket, he becomes the owner, so why would he 
want an e_mail telling him he took a ticket when he KNOWS he took a ticket?


Kenn
LBNL

Roy El-Hames wrote:

Adjust your global/scrips to how you want them ...
Roy

Martyn Routley wrote:

Hi
Am I being dense(Answers on a postcard to...)

I have installed 3.6.0 from FreeBSD ports and it works. Yay!

By default, when a message is sent to rt, a response is sent to the 
requestor and to the support users to alert them. Once the
ticket has been taken by a user, the emails seem to go to everybody 
except the owner.


My question is this.
Is it possible to have the messages sent only to the ticket owner and 
not everyone?



Martyn


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Re: [rt-users] Spreadsheet on reports coming as tsv

[Jesse Vincent]

On Thu, Aug 17, 2006 at 01:49:07PM -0400, Todd Chapman wrote:
> Can you apply my patch to ConciseSpreadsheet extension?

I'll have a look before I next release it.

> Also, can we change the default extension to CSV for
> the extension?

No. CSV is for comma-separated-values. I'm not going to do something
non-standard to support a misconfigured openoffice on linux.
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Re: [rt-users] Spreadsheet on reports coming as tsv

[Todd Chapman]

Can you apply my patch to ConciseSpreadsheet extension?

Also, can we change the default extension to CSV for
the extension?

On Thu, Aug 17, 2006 at 12:36:48PM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko wrote:
> > When I select the spreadsheet option after doing a
> > search I only get TSV files.  
> > Did I forget a module install?
> 
> Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark
> it as an excel file, so the right thing happens when end-users click on
> it)
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Re: [rt-users] Corres messages

[Roy El-Hames]

Adjust your global/scrips to how you want them ...
Roy

Martyn Routley wrote:

Hi
Am I being dense(Answers on a postcard to...)

I have installed 3.6.0 from FreeBSD ports and it works. Yay!

By default, when a message is sent to rt, a response is sent to the requestor 
and to the support users to alert them. Once the
ticket has been taken by a user, the emails seem to go to everybody except the 
owner.

My question is this.
Is it possible to have the messages sent only to the ticket owner and not 
everyone?


Martyn 




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[rt-users] Corres messages

[Martyn Routley]

Hi
Am I being dense(Answers on a postcard to...)

I have installed 3.6.0 from FreeBSD ports and it works. Yay!

By default, when a message is sent to rt, a response is sent to the requestor 
and to the support users to alert them. Once the
ticket has been taken by a user, the emails seem to go to everybody except the 
owner.

My question is this.
Is it possible to have the messages sent only to the ticket owner and not 
everyone?


Martyn 



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RE: [rt-users] Spreadsheet on reports coming as tsv

[Nick Metrowsky]

Hi Everyone,

 

The following works on Linux, Firefox with
OpenOffice V2>

 

1.1.   
Spreadsheet Functionality

 

When running Request Tracker on a Windows system, one can
get a seamless interface to Excel. That is, when one “clicks” on
the spreadsheet option, Request
Tracker calls Excel, open up Excel and sends the desired data to Excel. If the
same thing is done on a Linux or UNIX system, using OpenOffice, than the data
is sent to OpenOffice Writer and not OpenOffice Calc.

 

What is happening is Request Tracker is generating an output
file with a tsv extension, as the
data is produced in a Tab Separated Value format. Microsoft Excel recognizes a tsv file with no problem; however,
OpenOffice Calc does not. So, OpenOffice converts the results to an ordinary
text file, as it does not “support” the tsv file extension. However, OpenOffice does support the csv (Comma Separated Values) extension.
There is a work around for this, as follows:

 


 When one “clicks”
 on spreadsheet, than save the
 file to disk; it will be called Results.tsv,
 Results-1.tsv, etc.
 
 Rename Results.tsv to Results.csv. 
 Run OpenOffice Calc and open Results.csv. Calc will ask for format
 of the file, in the Separated By
 section of the pop-up screen, click on Tab
 and uncheck Comma.
 
 Once these steps are followed,
 Calc will display the desired data in spreadsheet format. 


 

The following steps can be taken, to create a seamless
interface for UNIX and Linux users:

 

cd /opt/rt3/share/html/Search

ln –s Results.tsv Results.csv

 

Edit index.html and make
the following changes:

 



<&|/l&>spreadsheet (Excel)
|



<&|/l&>spreadsheet (OpenOffice)
|

 

Another change, for Results.html, changes the order of the
Ticket display on the results page.

Change line 138 to read:
$Order = ‘DESC’

 

Notice: The user should be
made aware that spreadsheet (Excel)
will only work on Windows systems, and spreadsheet
(OpenOffice) will only work on Linux and UNIX systems.

 

If AssetTracker is also installed, then do the following:

 

cd /opt/rt3/share/html/AssetTracker/Search

ln –s Results.tsv Results.csv

 

Edit index.html and make
the following changes:

 

spreadsheet (Excel)



<&|/l&>spreadsheet (OpenOffice)

 




Issue the following commands:

 

/usr/local/apache2/bin/apachectl stop

rm –rf /opt/rt3/var/mason_data/obj

/usr/local/apache2/bin/apachectl start

 

 

Take care!

 

Nick

 



-

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

[EMAIL PROTECTED]

DigitalGlobe ®, An Imaging and Information Company

http://www.digitalglobe.com

-











From:
[EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Taht
Sent: Thursday, August 17, 2006
10:44 AM
To: Jesse Vincent
Cc: RT Users
Subject: Re: [rt-users]
Spreadsheet on reports coming as tsv



 

 



On 8/17/06, Jesse
Vincent <[EMAIL PROTECTED]>
wrote:

On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko wrote:
> When I select the spreadsheet option after doing a
> search I only get TSV files.
> Did I forget a module install?

Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark 
it as an excel file, so the right thing happens when end-users click on
it)




In my case, I've yet to convince firefox on linux to do the right thing and
hand off tsvs to openoffice in a format it understands - they get tossed into
the writer not the spreadsheet module. 
 





 

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PostCards From the Bleeding Edge
http://the-edge.blogspot.com
"In the kingdom of the blind, the one-eyed man is usually
overworked." 






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Re: [rt-users] Spreadsheet on reports coming as tsv

[Phanoko]

Just did it with the same results as Mike.
Change it to a CSV and OO opens it fine in
spreadsheet.
Going to try to find the place to now to auto name the
file csv rather than tsv so OO can handle it easier.

--- Mike Taht <[EMAIL PROTECTED]> wrote:

> On 8/17/06, Jesse Vincent <[EMAIL PROTECTED]>
> wrote:
> 
> > On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko
> wrote:
> > > When I select the spreadsheet option after doing
> a
> > > search I only get TSV files.
> > > Did I forget a module install?
> >
> > Nope. TSV is a perfectly servicable spreadsheet
> format. (Though we mark
> > it as an excel file, so the right thing happens
> when end-users click on
> > it)
> 
> 
> In my case, I've yet to convince firefox on linux to
> do the right thing and
> hand off tsvs to openoffice in a format it
> understands - they get tossed
> into the writer not the spreadsheet module.
> 
> 
> ___
> >
>
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> >
> > 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
> >
> 
> 
> 
> -- 
> Mike Taht
> PostCards From the Bleeding Edge
> http://the-edge.blogspot.com
> "In the kingdom of the blind, the one-eyed man is
> usually overworked."
> 


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Re: [rt-users] Spreadsheet on reports coming as tsv

[Mike Taht]

On 8/17/06, Jesse Vincent <[EMAIL PROTECTED]> wrote:
On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko wrote:> When I select the spreadsheet option after doing a> search I only get TSV files.> Did I forget a module install?Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark
it as an excel file, so the right thing happens when end-users click onit)In my case, I've yet to convince firefox on linux to do the right thing and hand off tsvs to openoffice in a format it understands - they get tossed into the writer not the spreadsheet module.
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Re: [rt-users] Spreadsheet on reports coming as tsv

[Phanoko]

Perfect.  
Thanks Jessee.

--- Jesse Vincent <[EMAIL PROTECTED]> wrote:

> 
> 
> 
> On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko
> wrote:
> > When I select the spreadsheet option after doing a
> > search I only get TSV files.  
> > Did I forget a module install?
> 
> Nope. TSV is a perfectly servicable spreadsheet
> format. (Though we mark
> it as an excel file, so the right thing happens when
> end-users click on
> it)
> 


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Re: [rt-users] Spreadsheet on reports coming as tsv

[Jesse Vincent]

On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko wrote:
> When I select the spreadsheet option after doing a
> search I only get TSV files.  
> Did I forget a module install?

Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark
it as an excel file, so the right thing happens when end-users click on
it)
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[rt-users] Spreadsheet on reports coming as tsv

[Phanoko]

When I select the spreadsheet option after doing a
search I only get TSV files.  
Did I forget a module install?

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[rt-users] Custom Transaction Field no searchable

[Phanoko]

I have some custom ticket fields on a queue as well as
custom transaction fields on the queue.  I love the
transaction fields but it appears that these are not
searchable.  How can I search on these? 

I'm on RT 3.4.4

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Re: [rt-users] Mail notification MIME encoding problems (cont...)

[Jesse Vincent]

On Thu, Aug 17, 2006 at 11:13:37AM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Thu, Aug 17, 2006 at 05:20:01PM +0900, Alan Premselaar wrote:
> > -BEGIN PGP SIGNED MESSAGE-
> > Hash: SHA1
> > 
> > I posted to the list a couple of weeks back now I think about having
> > problems with multi-byte characters in email subjects (specifically
> > Japanese)
> 
> Alan, What version of RT?

(Found it buried after the logs. Probably better to include long logs
last next time).

It'd be great if you could sent us a message or two that exhibit the bug 
as gzipped RFC822 messages, so that we can add em to the test suite

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Re: [rt-users] Mail notification MIME encoding problems (cont...)

[Jesse Vincent]

On Thu, Aug 17, 2006 at 05:20:01PM +0900, Alan Premselaar wrote:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
> 
> I posted to the list a couple of weeks back now I think about having
> problems with multi-byte characters in email subjects (specifically
> Japanese)

Alan, What version of RT?
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Re: [rt-users] 3.6.1 search bug?

[Jesse Vincent]

We're also seeing this here at bps.
  

-Original Message-
From: Will Maier <[EMAIL PROTECTED]>
Date: Thu, 17 Aug 2006 09:35:58 
To:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 3.6.1 search bug?

On Wed, Aug 16, 2006 at 05:46:20PM +0200, J"org Eichhorn wrote:
> I also get the error 'Unknown field: Requestor.EmailAddress'.
> The debug output as suggested by David Smithson is the following:
[...]

We also get this behavior running RT 3.6.1 with Apache 2.0.58,
mod_perl 2.0.2, mod_ssl 2.0.58 and Perl 5.8.8. DBIx::SearchBuilder
is at 1.43.

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RE: [rt-users] 3.6.1 search bug?

[Gauthier, Eric L]

Hello,

We saw this as well with 3.6.1, both in an upgrade from 3.4.5 and 3.6.0.
To temporarily overcome it, we put share/html/Search/Build.html from
3.6.0 into local/html/Search/Build.html on our 3.6.1 system.  Since that
appears to have resolved the issue, I'm guessing that something changed
(the diff is pretty long).

Eric Gauthier
  Network Engineer
  617-353-8218 ~^~ [EMAIL PROTECTED]
Boston University - Office of IT



-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Will
Maier
Sent: Thursday, August 17, 2006 10:36 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 3.6.1 search bug?

On Wed, Aug 16, 2006 at 05:46:20PM +0200, J"org Eichhorn wrote:
> I also get the error 'Unknown field: Requestor.EmailAddress'.
> The debug output as suggested by David Smithson is the following:
[...]

We also get this behavior running RT 3.6.1 with Apache 2.0.58, mod_perl
2.0.2, mod_ssl 2.0.58 and Perl 5.8.8. DBIx::SearchBuilder is at 1.43.

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Re: [rt-users] 3.6.1 search bug?

[Will Maier]

On Wed, Aug 16, 2006 at 05:46:20PM +0200, J"org Eichhorn wrote:
> I also get the error 'Unknown field: Requestor.EmailAddress'.
> The debug output as suggested by David Smithson is the following:
[...]

We also get this behavior running RT 3.6.1 with Apache 2.0.58,
mod_perl 2.0.2, mod_ssl 2.0.58 and Perl 5.8.8. DBIx::SearchBuilder
is at 1.43.

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Re: [rt-users] No open or closed tickets displayed

[Drew Barnes]

http://wiki.bestpractical.com/index.cgi?Rights

Tim Hill wrote:

Hi,
 
I installed Ubuntu server (Dapper 6.06), and then followed the 
instructions at http://howtoforums.net/viewtopic.php?t=48 
 regarding how to set up RT.
 
The software used (Request-Tracker3.4, Apache2, Postfix & 
PostgreSql-7.4) were all installed from packages.
 
I have logged onto RT as root and created a couple of users, I have 
also created a test queue. The users I have set up can see the general 
queue and the test queue. They can create issues which successfully 
appear on the system, although it is at this point that I run into 
problems.
 
The users can't see any of their open or closed tickets, but they can 
see any ticket if they enter the ticket number in the search box.
 
Has anyone seen this (or a similar) problem before? Have you got any 
ideas about what I may need to look at?
 
Please let me know if I need to provide any other information and I 
will try to get it asap.
 
Thanks,

Tim


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[rt-users] No open or closed tickets displayed

[Tim Hill]

Hi, 
 
I installed Ubuntu server (Dapper 6.06), and then followed the instructions at http://howtoforums.net/viewtopic.php?t=48
 regarding how to set up RT.
 
The software used (Request-Tracker3.4, Apache2, Postfix & PostgreSql-7.4) were all installed from packages.
 
I have logged onto RT as root and created a couple of users, I have also created a test queue. The users I have set up can see the general queue and the test queue. They can create issues which successfully appear on the system, although it is at this point that I run into problems. 
 
The users can't see any of their open or closed tickets, but they can see any ticket if they enter the ticket number in the search box.
 
Has anyone seen this (or a similar) problem before? Have you got any ideas about what I may need to look at? 
 
Please let me know if I need to provide any other information and I will try to get it asap. 
 
Thanks,
Tim
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[rt-users] Problems creating ticket in RT v3.6.1

[Matthew Hartwell]

Hey all,

A bit of background --
We've just upgraded our RT install from
v3.4.5 to v3.6.1. We're running Apache 2.0.54, mod_perl 2.0.1, perl 5.8.6,
and mysql 4.1.20 under Fedora Core 4.

Currently non-superusers are able to
query and update the database, but get the error below when trying to create
a ticket on the 'Create a New Ticket' page (or via email). The really odd
thing is that when a superuser tries to create a ticket the same way, no
error occurs. I've checked the mysqld.log and no errors are being shown
there and the users can see the rest of the tickets so I'm sure the database
is actually still there are running. Any thoughts?

Thanks,

Matthew T. Hartwell
Lead Systems Analyst
Lanier Worldwide, Inc.
Ph: (770) 723-4229
Fx: (770) 723-4284


System error



error: 
DBD::mysql::st execute failed:
MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 70.

context: 




... 


66: 
if ($self->{lock}) {

67: 
local $self->{dbh}->{RaiseError}
= 1;

68: 


69: 
my $sth = $self->{dbh}->prepare_cached(q{SELECT
RELEASE_LOCK(?)}, {}, 1);

70: 
$sth->execute($self->{lockid});

71: 


72: 
$self->{lock} = 0;

73: 
} 

74: 
}

... 



code stack: 
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:70
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:81
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:87
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1259

raw
error





DBD::mysql::st execute failed: MySQL server has gone
away at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line
70.


Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute failed:
MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 70.^J') called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 70
Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0xb80dba0)')
called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line
81
Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0xb80dba0)')
called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line
87
Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0xb80dba0)')
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1259
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line
1259
HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 'Status',
'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors',
'', 'Object-RT::Ticket--CustomField-2-Values', '', 'InitialPriority', 0,
'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Object-RT::Ticket--CustomField-4-Value',
'', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'Test ticket
4', 'Object-RT::Ticket--CustomField-4-Values-Magic', 1, 'new-RefersTo',
'', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes',
'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new',
'', 'Content', 'This is test ticket 4', 'Due', '', 'TimeWorked-TimeUnits',
'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line
460
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line
412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb6602f8)')
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line
168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb6602f8)')
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line
826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa551970)',
'Apache2::RequestRec=SCALAR(0xbb5c2f4)') called at /opt/rt3.6.1/bin/webmux.pl
line 123
eval {...} at /opt/rt3.6.1/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbb5c2f4)') called at -e
line 0
eval {...} at -e line 0

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[rt-users] rt-soap-server fault

[Uli Staerk]

From my POV the request is correct, but
still the server throws an fault:

Fault

Array(    [faultcode] => SOAP-ENV:Client    [faultstring] => Failed to access class (rt3.0.wsdl) at /usr/lib/perl5/vendor_perl/5.8.7/SOAP/Lite.pm line 2239. [faultactor] => http://support:8080/)

Request

POST /ccx/rt3.0 HTTP/1.0Host: support:8080Authorization: Basic ===User-Agent: NuSOAP/0.7.2 (1.94)Content-Type: text/xml; charset=ISO-8859-1SOAPAction: "http://www.bestpractical.com/rt3.0.wsdl#getTicket"Content-Length: 466 2073

Response

HTTP/1.1 500 Internal Server ErrorDate: Thu, 17 Aug 2006 12:41:18 GMTServer: libwww-perl-daemon/1.36Content-Length: 631Content-Type: text/xml; charset=utf-8SOAPServer: SOAP::Lite/Perl/0.60 SOAP-ENV:ClientFailed to access class (rt3.0.wsdl) at /usr/lib/perl5/vendor_perl/5.8.7/SOAP/Lite.pm line 2239.http://support:8080/

 






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[rt-users] Mail notification MIME encoding problems (cont...)

[Alan Premselaar]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

I posted to the list a couple of weeks back now I think about having
problems with multi-byte characters in email subjects (specifically
Japanese)

I've found a few problems.
I think I've (at least temporarily) fixed one problem.

the first problem was with the line folding of the Subject: header with
a mix of single and multi-byte characters.  Ultimately I installed Jcode
from CPAN and added the following lines to the MIMEEncodeString
subroutine in /opt/rt3/libs/RT/Actions/SendEmail.pm

use Jcode;
my $jcode = Jcode->new($str);
my @chunks = $jcode->jfold($max,'\n');

and commented out the following lines:

#  my @chunks = unpack("a$max" x int(length($str)/$max
#  + ((length($str) % $max) ? 1:0)), $str);

now my mail subjects aren't getting trashed by line folding.
(for what it's worth, if i just returned an unfolded encoded Subject: i
didn'T have an problems, so it was obviously an issue where it was
folding mid-2byte character in some cases)

the second problem is a little more complicated and I haven't been able
to determine exactly *why* it's happening.  I've added debug statements
in the code to track what's happening but it's still a little uncertain
as to why it's happening.  Here's the debug info (it's kind of long):

[Thu Aug 17 08:07:09 2006] [warning]: Use of uninitialized value in
substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617.
(/opt/rt3/lib/RT/Interface/Web.pm:617)
[Thu Aug 17 08:07:09 2006] [debug]: About to think about scrips for
transaction #5081 (/opt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Thu Aug 17 08:07:09 2006] [debug]: About to prepare scrips for
transaction #5081 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Thu Aug 17 08:07:09 2006] [debug]: Found 4 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:363)
[Thu Aug 17 08:07:11 2006] [debug]: sub before: [Comment] testr用な結構
長い件名しなければtextならないのでこれは結構長い件名です。
(/opt/rt3/lib/RT/Action/SendEmail.pm:752)
[Thu Aug 17 08:07:11 2006] [debug]: sub after : [Comment] testr用な結構
長い件名しなければtextならないのでこれは結構長い件名です。
(/opt/rt3/lib/RT/Action/SendEmail.pm:755)
[Thu Aug 17 08:07:11 2006] [debug]: new subject: [sysrequest #371]
[Comment] testr用な結構長い件名しなければtextならないのでこれは結構長い
件名です。  (/opt/rt3/lib/RT/Action/SendEmail.pm:758)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: field = Subject, enc = utf-8
(/opt/rt3/lib/RT/Action/SendEmail.pm:863)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: value = [sysrequest #371]
[Comment] testr用な結構長い件名しなければtextならないのでこれは結構長い
件名です。  (/opt/rt3/lib/RT/Action/SendEmail.pm:870)
[Thu Aug 17 08:07:11 2006] [debug]: value before utf encoding:
[sysrequest #371] [Comment] testr用な結構長い件名しなければtextならない
のでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:916)
[Thu Aug 17 08:07:11 2006] [debug]: value = [sysrequest #371] [Comment]
testr?¨?§?¶???°text?§???§?¶??§??
(/opt/rt3/lib/RT/Action/SendEmail.pm:921)
[Thu Aug 17 08:07:11 2006] [debug]: chunks = [sysrequest #371] [Comment]
testr?¨?? ???§?¶??? °text? §??? §?¶??§??
(/opt/rt3/lib/RT/Action/SendEmail.pm:936)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: after encoding value =
=?UTF-8?B?W3N5c3JlcXVlc3QgIzM3MV0gW0NvbW1lbnRdIHRlc3Ryw6fClMKow6PCgcKq?=
 =?UTF-8?B?w6fCtcKQw6bCp8KLw6nClcK3w6PCgcKEw6TCu8K2w6XCkMKNw6PCgcKXw6M=?=
 =?UTF-8?B?woHCqsOjwoHCkcOjwoLCjMOjwoHCsHRleHTDo8KBwqrDo8KCwonDo8KBwqo=?=
 =?UTF-8?B?w6PCgcKEw6PCgcKuw6PCgcKnw6PCgcKTw6PCgsKMw6PCgcKvw6fCtcKQw6Y=?=
 =?UTF-8?B?wqfCi8OpwpXCt8OjwoHChMOkwrvCtsOlwpDCjcOjwoHCp8OjwoHCmcOjwoA=?=
 =?UTF-8?B?woI=?= (/opt/rt3/lib/RT/Action/SendEmail.pm:878)
[Thu Aug 17 08:07:11 2006] [debug]: sub before: testr用な結構長い件名し
なければtextならないのでこれは結構長い件名です。
(/opt/rt3/lib/RT/Action/SendEmail.pm:752)
[Thu Aug 17 08:07:11 2006] [debug]: sub after : testr用な結構長い件名し
なければtextならないのでこれは結構長い件名です。
(/opt/rt3/lib/RT/Action/SendEmail.pm:755)
[Thu Aug 17 08:07:11 2006] [debug]: new subject: [sysrequest #371] testr
用な結構長い件名しなければtextならないのでこれは結構長い件名です。
(/opt/rt3/lib/RT/Action/SendEmail.pm:758)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: field = Subject, enc = utf-8
(/opt/rt3/lib/RT/Action/SendEmail.pm:863)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: value = [sysrequest #371]
testr用な結構長い件名しなければtextならないのでこれは結構長い件名です。
 (/opt/rt3/lib/RT/Action/SendEmail.pm:870)
[Thu Aug 17 08:07:11 2006] [debug]: value before utf encoding:
[sysrequest #371] testr用な結構長い件名しなければtextならないのでこれは
結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:916)
[Thu Aug 17 08:07:11 2006] [debug]: value = [sysrequest #371] testr用な
結構長い件名しなければtextならないのでこれは結構長い件名です。
(/opt/rt3/lib/RT/Action/SendEmail.pm:921)
[Thu Aug 17 08:07:11 2006] [debug]: chunks = [sysrequest #371] testr用な
結構長い件名しなけ ればtextならないのでこれは結構長い件名です。
(/opt/rt3/lib/RT/Action/SendEmail.pm:936)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: after encoding value =
=?UTF-8?B?W3N5c3JlcXVlc3QgIzM3MV0gdGVzdHLnlKjjgarntZDmp4vplbfjgYTku7blkI3jgZfjgarjgZE=?=
 
=?UTF-8?B?44KM44GwdGV4dOOBquOCieOBquOBhOOBruOBp+OBk+OCjOOBr+e1kOani+mVt+OBhOS7tuWQje