[rt-users] RTFM problems creating and searching articles

[Adaktylos Philipp]

hi list,
i installed RT 3.4.6, AssetTracker 1.2.3 and RTFM 2.2.0RC4 (upgraded
from 2.1.40) on Ubuntu 6.06 LTS (Apache 2.0.55, Perl 5.8.7).
so far everything works quite fine, but i still have some issues with
RTFM:

1.) the class sort order in RTFM is not alphabetical. this is really
annoying. is there a way to change that? if not could someone give me a
hint how to customize my RTFM installation to achieve this?
btw. this issue is already listed in the RTFM bug list since nov 2003
(http://rt3.fsck.com/Ticket/Display.html?id=4140 login: guest pwd:
guest)

2.) in some articles words are arbitrarily shown as links which should
just happen if they are placed in squared brackets. e.g. in a line which
reads " PcAnywhere:" "PcAnywhere" is shown as link to
https://x.y.com/RTFM/Article/PcAnywhere. i have no clue how to debug
that... where could i start?

3.) if i create an article entering information for name, summery and
custom fields and submitting it, the article is created but all
information in the custom fields is lost. i have to modify the article
and enter the information again to finish the article. this is very
painful...
any hints what might cause this behaviour or how i could fix it?

i already consulted google et alii but no luck.
any help will be highly appreciated!
greetings


Philipp Adaktylos
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[rt-users] RTFM problems creating and searching articles

[Adaktylos Philipp]

hi list,
i installed RT 3.4.6, AssetTracker 1.2.3 and RTFM 2.2.0RC4 (upgraded
from 2.1.40) on Ubuntu 6.06 LTS (Apache 2.0.55, Perl 5.8.7).
so far everything works quite fine, but i still have some issues with
RTFM:

1.) the class sort order in RTFM is not alphabetical. this is really
annoying. is there a way to change that? if not could someone give me a
hint how to customize my RTFM installation to achieve this?
btw. this issue is already listed in the RTFM bug list since nov 2003
(http://rt3.fsck.com/Ticket/Display.html?id=4140 login: guest pwd:
guest)

2.) in some articles words are arbitrarily shown as links which should
just happen if they are placed in squared brackets. e.g. in a line which
reads " PcAnywhere:" "PcAnywhere" is shown as link to
https://x.y.com/RTFM/Article/PcAnywhere. i have no clue how to debug
that... where could i start?

3.) if i create an article entering information for name, summery and
custom fields and submitting it, the article is created but all
information in the custom fields is lost. i have to modify the article
and enter the information again to finish the article. this is very
painful...
any hints what might cause this behaviour or how i could fix it?

i already consulted google et alii but no luck.
any help will be highly appreciated!
greetings


Philipp Adaktylos
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[rt-users] Re: Re: PGP signed attachments being 'broken'

[Dave Ewart]

On Wednesday, 17.01.2007 at 14:11 -0500, Jesse Vincent wrote:

> > > - The outgoing mail, which was originally signed in the MUA,
> > > includes the signature as an attachment (signature.asc), but the
> > > Content headers (or MIME information) is modified (as compared to
> > > the original message) meaning that the email arriving at its
> > > destination is no longer a valid PGP/MIME message.
> > > 
> > > Anyone have any hints or ideas about how to handle this?
> 
> For RT 3.8, we're currently working on full GPG integration, which
> should handle all of this natively.

Ah, excellent: I'd be happy to help test this, of course.

Dave.
-- 
Dave Ewart
[EMAIL PROTECTED]
Computing Manager, Cancer Epidemiology Unit
Cancer Research UK / Oxford University
PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370
Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc
N 51.7518, W 1.2016


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[rt-users] Mandatory fields and tiket creation

[Raphael Berlamont]

Hello list,

I'm trying to use the "mandatory" functionnality, and I'm facing a problem.

I have a special queue, let's say "L1". Operators who create a ticket in
this queue have some custom fields that I'd like to make mandatory. That's
what I did. But as you know, there is two ways to create a ticket :

- You can use the button at the top of the page, named "New ticket in" and
select the right queue => No problem, the mandatory custom field apears,
and we can't validate the ticket until it's filled
- You can use the "Quick ticket creation", fill a subject, select the
right queue, and click the "Create" button. The ticket will then be
created in the queue, and you may manually edit it. The thing is, if you
edit this ticket, you're no longer forced to fill the mandatory custom
field. But if you fill it once, it then can not return to blank.

Do you have any suggestion to make a custom field "always" mandatory? Even
if you created a ticket with a blank mandatory field?

-- 
Raphael Berlamont.
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Re: [rt-users] Problems with mail interface (fresh install)

[Thomas Koch]

Hello Jakub

I'm sorry for the confusion, I'm subscribed to this list since 1/10/07
and the original question was postet four days before. That's why I'm 
faking this reply ;-)


Jakub Drwal wrote:
[...]
> echo test|/var/www/rt.ikarnet.pl/rt-3.6.3/bin/rt-mailgate --url
> http://rt.ikarnet.pl/ --debug --action correspond

You have to specify to which queue you're writing to, haven't you?
Try to add "--queue general" to your command or instead of "general" use 
the name of the queue u wish to write an email to.


[...]
> I found another error on apache log:
> [Sat Jan 6 21:50:44 2007] [error]: Could not record email: Could not
> load a valid user
> (/var/www/rt.ikarnet.pl/htdocs/rt/REST/1.0/NoAuth/mail-gateway:73)

I've had the same problem like you (at least I had the same apache 
error). But there was additional information in my apache error log. In 
my case the lines above the line you posted said the following:

--- error log output ---
[Wed Jan 17 15:08:05 2007] [error]: RT could not load a valid user, and 
RT's configuration does not allow

for the creation of a new user for this email ([EMAIL PROTECTED]).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue install. (/opt/switch/rt-3.6.1/lib/RT/Interface/Email.pm:241)
[Wed Jan 17 15:08:05 2007] [error]: RT could not load a valid user, and 
RT's configuration does not allow
for the creation of a new user for your email. 
(/opt/switch/rt-3.6.1/lib/RT/Interface/Email.pm:241)

--- end ---

Log in to your RT website as root and grant the group "Everyone" the new 
right to "CreateTickets" in your queue.
on the website follow these buttons:  Configuration > Queues > 
"name-of-your-queue" > Group Rights


> Anyone can help?

I hope one of my two hints help you.

--
Thomas
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Re: [rt-users] RT Essentials -- how relevant to 3.6.3?

[Steve Holmes]

I was dissappointed in the book. I thought it just almost told me what I
wanted and needed to know, but not quite. For example writing scrips, the
command line interface, and reporting. It just didn't provide enough detail.
On the topic of custom fields it just says they are adding them in a later
version of RT. I think the next edition should be twice as long with a lot
more detail on the nitty gritty.

Steve Holmes


On 1/17/07, Jason Fenner <[EMAIL PROTECTED]> wrote:


Joe Casadonte wrote:
> Just wondering how relevant the first edition of RT Essentials is to
> the current release of RT?  Thanks!
>
>
IMHO, the book is still fully relevant to the current release of RT.
The topics that the book covers are 'core' concepts of RT.  These rarely
if ever change.

Jason
aka 'axelilly'

> --
> Regards,
>
>
> joe
> Joe Casadonte
> [EMAIL PROTECTED]
>
>
--
>  Llama Fresh Farms => http://www.northbound-train.com
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--
I believe I found the missing link between animal and civilized man. It is
us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989)

We in America do not have government by the majority. We have government by
the majority who participate. -Thomas Jefferson, third US president,
architect and author (1743-1826)
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[rt-users] Cannot add content to RTFM

[Bill]

Hello all,

I have not had any luck figuring this out...

I have RT 3.6.1 and RTFM (2.2.0RC4) installed.  I have taken one user and added 
in all the rights for both RT and for RTFM.

It all looks good, except I can cannot see, or modify content, links or topics 
in any article.  I get big orangish titles for those sections but no way to see 
or edit.

I've given all the rights - and have not found anything on this issue.

Nothing in the apache error log either.

Any tips?



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RE: [rt-users] RT Essentials -- how relevant to 3.6.3?

[Scott Golby]

> On the topic of custom fields it just says they are adding them in a
later version of RT. 
> I think the next edition should be twice as long with a lot more
detail on the nitty gritty. 

Which version of the Book do you have ?  I have the First edition and it
has a couple of sections on Custom Fields.
Page 69-71 has what they are, most RT users would know this sure.
Chapter 7 - Example Configuration has a bunch of examples using Custom
Fields, page 112-113 is worth a look as it has a Template code example
for pulling out the Custom Fields.  I've found this type of thing very
useful as well as examples on the Wiki.
Chapter 8 - Architecture page 131-133 has info on how to access the
Custom Fields.

The book could definitely do with more expert examples, Page 120 has a
mapping which is useful if you already know how to access the Data,
three examples of what you can do would increase that pages value 200%.
I think once people are showing what types of things you can do with RT
they'll explore the layout and post more code on the Wiki & mailing
list.

I find books and online resources serve different roles, I think the RT
one is pretty good as a reference to the API & Objects.  The start of
the book is a good introduction to novice users & managers who you are
trying to show RT to.

- Scott

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Re: [rt-users] Cannot add content to RTFM

[Bob Goldstein]

Is this an update or new install?

I had a similar problem with an upgrade. At least for me, a
critical step was left out of the INSTALL instructions,
but posted in a note here later:

Login the RT web interface->
Config->RTFM->Custom Fields->->Apply-> Select the classes
the customfield will apply to (the common is to select all) and then click 
Send

Basically, during the upgrade, somehow which custom field is associated with
which class got broken, and had to be reestablished by hand.  (Well, when
I did the above, it fixed my problem :-)

  bobg


>
>Hello all,
>
>I have not had any luck figuring this out...
>
>I have RT 3.6.1 and RTFM (2.2.0RC4) installed.  I have taken one user and adde
>d in all the rights for both RT and for RTFM.
>
>It all looks good, except I can cannot see, or modify content, links or topics
> in any article.  I get big orangish titles for those sections but no way to s
>ee or edit.
>
>I've given all the rights - and have not found anything on this issue.
>
>Nothing in the apache error log either.
>
>Any tips?
>
>
>
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[rt-users] Creating a new report

[Manoj Srivastava]

Hi,

I wanted to create a new report which lists tickets worked on
 in the last 2 week interval (and if I get this working, reports that
 lists tickets in most recently worked order). I am using RT 3.6.1.

What I am looking for are hints/examples;  I am assuming I can
 create this report as a HTML::Mason file. I am looking at
 html/Tools/Reports/ResolvedByOwner.html, which gives graphs and a
 summary, but not links to the tickets themselves. Can I just
 construct a Query and pass it to /Elements/TicketList ?

Is there an introduction to the Mason components present? The
 comments in /Elements/* seem to be mostly copyright notices. At this
 point, after a very superficial scan of the sources, I am planning on
 programming by example and combining /Tools/Reports/* and
 /Search/Results.html along with custom queries.

Thanks for any help,

manoj 
-- 
I always have fun because I'm out of my mind!!!
Manoj Srivastava <[EMAIL PROTECTED]> 
1024D/BF24424C print 4966 F272 D093 B493 410B  924B 21BA DABB BF24 424C
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[rt-users] SelfService Display.html bug

[Alessio Fattorini]

When i create a ticket via SelfService i have this Error in Display.html

Id: 
Status: Project-Id-Version: RT 3.5.x POT-Creation-Date: 2002-05-02 11:36
+0800 PO-Revision-Date: 2005-10-03 13:48-0400 Last-Translator: Angelo
Turetta Language-Team: rt-devel MIME-Version: 1.0 Content-Type:
text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit 
Rimaned:  min 
Priority: / 
Queue: 

Why?? Only with Selfservice/Display.html 
not Ticket/Display.html

Alessio
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Re: [rt-users] Cannot add content to RTFM

[Bill]

I don't get any custom fields listed :(

I believe this is a new install...




On Thu, 18 Jan 2007 11:19:17 -0600
"Bob Goldstein" <[EMAIL PROTECTED]> wrote:

> 
> Is this an update or new install?
> 
> I had a similar problem with an upgrade. At least for me, a
> critical step was left out of the INSTALL instructions,
> but posted in a note here later:
> 
> Login the RT web interface->
> Config->RTFM->Custom Fields->->Apply-> Select the 
> classes
> the customfield will apply to (the common is to select all) and then 
> click Send
> 
> Basically, during the upgrade, somehow which custom field is associated with
> which class got broken, and had to be reestablished by hand.  (Well, when
> I did the above, it fixed my problem :-)
> 
>   bobg
> 
> 
> >
> >Hello all,
> >
> >I have not had any luck figuring this out...
> >
> >I have RT 3.6.1 and RTFM (2.2.0RC4) installed.  I have taken one user and 
> >adde
> >d in all the rights for both RT and for RTFM.
> >
> >It all looks good, except I can cannot see, or modify content, links or 
> >topics
> > in any article.  I get big orangish titles for those sections but no way to 
> > s
> >ee or edit.
> >
> >I've given all the rights - and have not found anything on this issue.
> >
> >Nothing in the apache error log either.
> >
> >Any tips?
> >
> >
> >
> >___
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> >
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[rt-users] How to change the select owner drop-down?

[Mario Gomide]

Hi there!!

I am a little new at RT, so I apologize if I skipped something...

I´m using  RT 3.6.1 on Debian with Postgres 8.1.5.
Everytime I create a ticket, I have to select the owner on the drop-down 
by its username.
I wanted to know how to change this so I can select the owner by the 
owner´s Name (as set in the user´s Real Name, or Nickname field).

Is this implemented already?

Thanks a lot.
Mario Gomide
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Re: [rt-users] SelfService Display.html bug

[Jesse Vincent]

That looks like a translation  file issue. What rev of RT are you
running?



On Thu, Jan 18, 2007 at 06:50:43PM +0100, Alessio Fattorini wrote:
> When i create a ticket via SelfService i have this Error in Display.html
> 
> Id: 
> Status: Project-Id-Version: RT 3.5.x POT-Creation-Date: 2002-05-02 11:36
> +0800 PO-Revision-Date: 2005-10-03 13:48-0400 Last-Translator: Angelo
> Turetta Language-Team: rt-devel MIME-Version: 1.0 Content-Type:
> text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit 
> Rimaned:  min 
> Priority: / 
> Queue: 
> 
> Why?? Only with Selfservice/Display.html 
> not Ticket/Display.html
> 
> Alessio

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Re: [rt-users] How to change the select owner drop-down?

[Peterson, Erik]

On 1/18/07 2:33 PM, "Mario Gomide" <[EMAIL PROTECTED]> wrote:

> Hi there!!
> 
> I am a little new at RT, so I apologize if I skipped something...
> 
> I´m using  RT 3.6.1 on Debian with Postgres 8.1.5.
> Everytime I create a ticket, I have to select the owner on the drop-down
> by its username.
> I wanted to know how to change this so I can select the owner by the
> owner´s Name (as set in the user´s Real Name, or Nickname field).
> Is this implemented already?

You can copy share/html/Elements/SelectOwner to local/html/Elements and edit
it.

In rt-3.6.3, on line 57, is:

><%$User->Name()%>

Which is where the display of the select is written out.  You can change
this to:

><%$User->RealName()%>

See http://rt.bestpractical.com/view/CleanlyCustomizeRT for more info on how
to cleanly customize RT.

Hope that helps,
Erik

-- 
Erik Peterson
Manager, Project Technology Services
Education Development Center, Inc.
http://main.edc.org/

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Re: [rt-users] Cannot add content to RTFM

[Bob Goldstein]

>
>I don't get any custom fields listed :(

   In that case, I think you have to define some.
   An RTFM article consists of one or more custom fields.
   There isn't any default 'body' of the article.

 bobg

>
>I believe this is a new install...
>
>
>
>
>On Thu, 18 Jan 2007 11:19:17 -0600
>"Bob Goldstein" <[EMAIL PROTECTED]> wrote:
>
>> 
>> Is this an update or new install?
>> 
>> I had a similar problem with an upgrade. At least for me, a
>> critical step was left out of the INSTALL instructions,
>> but posted in a note here later:
>> 
>> Login the RT web interface->
>> Config->RTFM->Custom Fields->->Apply-> Select the cla
>sses
>> the customfield will apply to (the common is to select all) and then cli
>ck Send
>> 
>> Basically, during the upgrade, somehow which custom field is associated with
>> which class got broken, and had to be reestablished by hand.  (Well, when
>> I did the above, it fixed my problem :-)
>> 
>>   bobg
>> 
>> 
>> >
>> >Hello all,
>> >
>> >I have not had any luck figuring this out...
>> >
>> >I have RT 3.6.1 and RTFM (2.2.0RC4) installed.  I have taken one user and a
>dde
>> >d in all the rights for both RT and for RTFM.
>> >
>> >It all looks good, except I can cannot see, or modify content, links or top
>ics
>> > in any article.  I get big orangish titles for those sections but no way t
>o s
>> >ee or edit.
>> >
>> >I've given all the rights - and have not found anything on this issue.
>> >
>> >Nothing in the apache error log either.
>> >
>> >Any tips?
>> >
>> >
>> >
>> >___
>> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> >Community help: http://wiki.bestpractical.com
>> >Commercial support: [EMAIL PROTECTED]
>> >
>> >
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>> >Buy a copy at http://rtbook.bestpractical.com
>> >
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[rt-users] Outgoing email To: header

[Steve Holmes]

I have a user who objects to the fact that mail sent by RT has no To: header
(e.g. when he replies to or comments on a ticket). It show up in his mail as
"undisclosed recipients" and his mail filtering puts it someplace nasty.

Can I change that? How? I looked on the wiki and on the email archive and in
the book :-). If you just want to tell me where to go read about it I
welcome it.

[RT 3.6.1, sendmail, Solaris 10, apache 2.x, mysql 5.0.x]

Thanks,
Steve Holmes
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Re: [rt-users] RT Essentials -- how relevant to 3.6.3?

[Steve Holmes]

Right you are. I should have checked before posting. There must have been
something else that I was thinking of besides CF.

I have the First Edition (is there another???).

Thanks,
Steve.


On 1/18/07, Scott Golby <[EMAIL PROTECTED]> wrote:



> On the topic of custom fields it just says they are adding them in a
later version of RT.
> I think the next edition should be twice as long with a lot more
detail on the nitty gritty.

Which version of the Book do you have ?  I have the First edition and it
has a couple of sections on Custom Fields.
Page 69-71 has what they are, most RT users would know this sure.
Chapter 7 - Example Configuration has a bunch of examples using Custom
Fields, page 112-113 is worth a look as it has a Template code example
for pulling out the Custom Fields.  I've found this type of thing very
useful as well as examples on the Wiki.
Chapter 8 - Architecture page 131-133 has info on how to access the
Custom Fields.

The book could definitely do with more expert examples, Page 120 has a
mapping which is useful if you already know how to access the Data,
three examples of what you can do would increase that pages value 200%.
I think once people are showing what types of things you can do with RT
they'll explore the layout and post more code on the Wiki & mailing
list.

I find books and online resources serve different roles, I think the RT
one is pretty good as a reference to the API & Objects.  The start of
the book is a good introduction to novice users & managers who you are
trying to show RT to.

- Scott





--
I believe I found the missing link between animal and civilized man. It is
us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989)

We in America do not have government by the majority. We have government by
the majority who participate. -Thomas Jefferson, third US president,
architect and author (1743-1826)
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[rt-users] Dev & Prod RT

[Ryan Hardester]

So i am setting up 2 machines, one will be my Dev machine and the other
the production. 

If i start out with both machines equal then make changes to the dev
machine. To bring the production one current all I'd need to do is rsync
the /opt/rt3 directory to the prod machine? 


Basically I'm making sure that what isn't in the DB is contained in
the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure
before i commit to this setup :)

--Ryan
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Re: [rt-users] Dev & Prod RT

[Vivek Khera]

On Jan 18, 2007, at 2:44 PM, Ryan Hardester wrote:


Basically I'm making sure that what isn't in the DB is contained in
the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure
before i commit to this setup :)



what exactly are you attempting to do?  prototype some changes then  
move them into production?


RT writes nothing to that directory.  Only stuff you put or modify  
there will be there.  RT writes everything to the DB.  The only non- 
stock file that I have in that directory is the RT_SiteConfig.pm file.




smime.p7s
Description: S/MIME cryptographic signature
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RE: [rt-users] Dev & Prod RT

[Scott Golby]

> If i start out with both machines equal then make changes to the dev
> machine. To bring the production one current all I'd need to do is
rsync
> the /opt/rt3 directory to the prod machine? 
>
> Basically I'm making sure that what isn't in the DB is contained in
> the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure
> before i commit to this setup :)

I think you've hit the nail on the head here, most of what makes RT is
within the Database.  I've dumped out my DB and moved it from Dev to
Prod when I've done the initial setup.  Doing that later once Prod has
been active is a little tricky, I'm sure some smart person has a way to
sync the Templates & Scrips, but I usually open 2 windows and cut and
paste once I've got a new setup working well on my Dev RT.

If you're making changes to RT_SiteConfig.pm or adding customization in
/opt/rt3/local/ then rsync could be used.  I suspect those changes
wouldn't be that many.  Give rsync -n a run and see what the differences
are.

If any gurus out there want to enlighten me to a solution of moving
custom fields from Dev to Prod without retyping, I'm listening.  :-)

- Scott

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Re: [rt-users] Dev & Prod RT

[John Arends]

Even if you could bring over custom fields, you'd have to create them in 
the exact same order on both machines because each one has a number that 
is used internally to identify it.



Scott Golby wrote:

If i start out with both machines equal then make changes to the dev
machine. To bring the production one current all I'd need to do is

rsync
the /opt/rt3 directory to the prod machine? 


Basically I'm making sure that what isn't in the DB is contained in
the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure
before i commit to this setup :)


I think you've hit the nail on the head here, most of what makes RT is
within the Database.  I've dumped out my DB and moved it from Dev to
Prod when I've done the initial setup.  Doing that later once Prod has
been active is a little tricky, I'm sure some smart person has a way to
sync the Templates & Scrips, but I usually open 2 windows and cut and
paste once I've got a new setup working well on my Dev RT.

If you're making changes to RT_SiteConfig.pm or adding customization in
/opt/rt3/local/ then rsync could be used.  I suspect those changes
wouldn't be that many.  Give rsync -n a run and see what the differences
are.

If any gurus out there want to enlighten me to a solution of moving
custom fields from Dev to Prod without retyping, I'm listening.  :-)

- Scott

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RE: [rt-users] Dev & Prod RT

[Ryan Hardester]

Well right now I am running 3.6.1 on prod and my new dev is 3.6.3 and
accessing the old database. I'm assuming this works because there are no
major changes. When I move the 3.6.3 to prod i'll update the database.
My bigger concern is when i go to add things to the interface, or
generally muck around in RT :)

I want to be able to put succusful changes to the dev or bring prod back
to dev if i hose something. 

for larger updates I'm guessing I'd actually make a prod DB then mess
with it and when I am happy with replicating the process i'd do it on
prod, then make dev match prod and tweak there again.

On Thu, 2007-01-18 at 15:24 -0500, Scott Golby wrote:
> > If i start out with both machines equal then make changes to the dev
> > machine. To bring the production one current all I'd need to do is
> rsync
> > the /opt/rt3 directory to the prod machine? 
> >
> > Basically I'm making sure that what isn't in the DB is contained in
> > the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure
> > before i commit to this setup :)
> 
> I think you've hit the nail on the head here, most of what makes RT is
> within the Database.  I've dumped out my DB and moved it from Dev to
> Prod when I've done the initial setup.  Doing that later once Prod has
> been active is a little tricky, I'm sure some smart person has a way to
> sync the Templates & Scrips, but I usually open 2 windows and cut and
> paste once I've got a new setup working well on my Dev RT.
> 
> If you're making changes to RT_SiteConfig.pm or adding customization in
> /opt/rt3/local/ then rsync could be used.  I suspect those changes
> wouldn't be that many.  Give rsync -n a run and see what the differences
> are.
> 
> If any gurus out there want to enlighten me to a solution of moving
> custom fields from Dev to Prod without retyping, I'm listening.  :-)
> 
> - Scott
> 
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Re: [rt-users] RTIR database initialization problem

[Jesse Vincent]

On Tue, Jan 16, 2007 at 05:54:29PM +0100, Daniel Firvida wrote:
> Hi
>   
> I have a new installation of RTIR in ubuntu 6.10.

You probably REALLY want to be running RT 3.7 and RTIR 1.9. RTIR 1.1 was
a development branch that never really got all the way there.

> 
> The installed versions are RT 3,4 with apache2 and postgresql and RTIR 
> 1.1.5
> 
> The problem takes place when attempt to complete the RTIR
> installation, concretely in point 5 of the instructions of
> installation, the database initialization.
> 
> Up to here it had not had any problem following the instruciones of
> wiki for the installation in ubuntu and the README file of RTIR
> 
> The problem is this:
> 
> [EMAIL PROTECTED]:/usr/src/rtir-1.1.5# make initdb
> include /usr/src/rtir-1.1.5/inc/Module/Install.pm
> include inc/Module/Install/RTx/Factory.pm
> include inc/Module/Install/Base.pm
> /usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib
> /usr/local/share/request-tracker3.4/rt-setup-database --action insert
> --datadir etc --datafile etc/initialdata --dba rtuser
> --prompt-for-dba-password
> Can't open perl script
> "/usr/local/share/request-tracker3.4/rt-setup-database": No such file
> or directory
> ...returned with error: 512
> make: *** [initdb] Error 2
> [EMAIL PROTECTED]:/usr/src/rtir-1.1.5#
> 
> The file rt-setup-database, is in the system or at least another one
> with the same name, but in another path
> 
> [EMAIL PROTECTED]:/usr/src/rtir-1.1.5# find / -name rt-setup-database
> /var/lib/dpkg/alternatives/rt-setup-database
> /etc/alternatives/rt-setup-database
> /usr/sbin/rt-setup-database
> [EMAIL PROTECTED]:/usr/src/rtir-1.1.5#
> 
> I do not know if they are the same file that i need
> 
> [EMAIL PROTECTED]:/usr/src/rtir-1.1.5# head /usr/sbin/rt-setup-database
> #!/usr/bin/perl -w
> # BEGIN BPS TAGGED BLOCK {{{
> #
> # COPYRIGHT:
> #
> # This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC
> #  <[EMAIL PROTECTED]>
> #
> # (Except where explicitly superseded by other copyright notices)
> #
> [EMAIL PROTECTED]:/usr/src/rtir-1.1.5#
>   
> If I try to execute the commando who gives error with this file of
> manual form (without make initdb), the following error takes place
> 
> [EMAIL PROTECTED]:/usr/src/rtir-1.1.5# /usr/bin/perl -Ilib
> -I/usr/share/request-tracker3.4/lib /usr/sbin/rt-setup-database
> --action insert --datadir etc --datafile etc/initialdata --dba rtuser
> --prompt-for-dba-password
> "my" variable $id masks earlier declaration in same scope at
> /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 879.
> "my" variable $id masks earlier declaration in same scope at
> /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 914.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115.
> Use of uninitialized value in concatenation (.) or string at
> /usr/local/share/request-tracker3.4/etc/IR

RE: [rt-users] Dev & Prod RT

[Scott Golby]

> My bigger concern is when i go to add things to the interface, or
> generally muck around in RT :)

The Interface stuff tends to be editing files in /opt/rt3/local so your
rsync should work there.
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT

For the 'general mucking around' I've found to be in the Templates &
Custom Fields, which goes in the Database. You can do a lot of cool
stuff in the Templates using code and as the Queue Templates override
the Global Templates I've found this is where most of my changes have
gone.
http://wiki.bestpractical.com/index.cgi?CodeSnippets

- Scott

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[rt-users] User List like Queues I Administer

[Ryan Hardester]

Is it possible to get a list of 

UserNewOpen 
ryanh 3 4

Similar to the Queue blocks for the RT @ a glance?   

To create a quick view of user's status?

--Ryan
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[rt-users] Status of RTx::AssetTracker

[Gentgeen]

We are/where looking for a way to use RT as an asset manager as well,
when I stumbled on RTx::AssetTracker.  But the site seems to have
disappeared.  (Last entry in the InternetArchive has Mar. 13th)

I was wondering if anyone here could tell me about the status of
AssetTracker.   And if AssetTracker is dead/bad idea can anyone tell me
if they are currently using RT in an Asset tracking mode.  How do you
have it set?  Custom fields etc. 

Any and all thoughts and ideas would be appreciated.

Kevin

-- 
http://gentgeen.homelinux.org

#
 Associate yourself with men of good quality if you esteem
 your own reputation; for 'tis better to be alone then in bad 
 company.- George Washington, Rules of Civility
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[rt-users] 10 highest priority

[Patrick Turner]

Hi all,

 

I upgraded from RT 3.6.1 to 3.6.3 last night.   Well, what I actually
did was "make install" over the previous version after I backed up the
original directory first.  I did some testing after the upgrade, and
everything checked out.  

 

Today, I started getting reports that, when selecting the "10 highest
priority tickets I own", instead of it showing 25/50/100/etc tickets,
the results are always limited to 10.   Which is annoying to folks with
many tickets, since they now have to page more to get to the rest.

 

If I "Edit" 10 highest priority tickets, and change the "rows per page"
on that screen, nothing changes.

If I select the "Search - My Tickets" link, change the rows per page
there and save, nothing happens.

If I select 10 highest priority tickets and get to the results page,
then "edit search", it shows 10 rows per page.

I can change that, do a search,  and get more than 10 results, but if I
then go back to the "At a Glance" page and start over, the rows per page
is back to 10.

 

I'm not getting any other problem reports, this seems to be it.  If I do
a "Quick Search" on one of the queues, I get 50 results, as expected for
that particular one.

 

Any idea if something changed, or maybe I broke something during the
upgrade?  This is my first  attempt at an upgrade, I usually do a clean
install.

 

Any help would be greatly appreciated.

 

Thanks!

 

 

Patrick Turner

Sysems Administrator - Corporate Operations

Marchex, Inc.

 

t 206.331.3492

e [EMAIL PROTECTED]  

 

This e-mail message and any attachments are solely for intended
recipients, and may contain information that is privileged and
confidential.  If you are not the intended recipient, any dissemination,
distribution or copying is strictly prohibited.  If you believe that you
may have received this message in error, please immediately notify the
sender by replying to this e-mail message.

 

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Re: [rt-users] 10 highest priority

[Bob Goldstein]

Click "Edit" in the top blue bar at the right (NOT in the "10 highest priority",
but in the far right of the very top blue bar.)

Scroll to bottom.  See where it says "Rows per box" ?  Set it there.

  bobg


>This is a multi-part message in MIME format.
>
>--===1789345918==
>Content-Type: multipart/alternative;
>   boundary="_=_NextPart_001_01C73B54.200615A1"
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>
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>
>Hi all,
>
>=20
>
>I upgraded from RT 3.6.1 to 3.6.3 last night.   Well, what I actually
>did was "make install" over the previous version after I backed up the
>original directory first.  I did some testing after the upgrade, and
>everything checked out. =20
>
>=20
>
>Today, I started getting reports that, when selecting the "10 highest
>priority tickets I own", instead of it showing 25/50/100/etc tickets,
>the results are always limited to 10.   Which is annoying to folks with
>many tickets, since they now have to page more to get to the rest.
>
>=20
>
>If I "Edit" 10 highest priority tickets, and change the "rows per page"
>on that screen, nothing changes.
>
>If I select the "Search - My Tickets" link, change the rows per page
>there and save, nothing happens.
>
>If I select 10 highest priority tickets and get to the results page,
>then "edit search", it shows 10 rows per page.
>
>I can change that, do a search,  and get more than 10 results, but if I
>then go back to the "At a Glance" page and start over, the rows per page
>is back to 10.
>
>=20
>
>I'm not getting any other problem reports, this seems to be it.  If I do
>a "Quick Search" on one of the queues, I get 50 results, as expected for
>that particular one.
>
>=20
>
>Any idea if something changed, or maybe I broke something during the
>upgrade?  This is my first  attempt at an upgrade, I usually do a clean
>install.
>
>=20
>
>Any help would be greatly appreciated.
>
>=20
>
>Thanks!
>
>=20
>
>=20
>
>Patrick Turner
>
>Sysems Administrator - Corporate Operations
>
>Marchex, Inc.
>
>=20
>
>t 206.331.3492
>
>e [EMAIL PROTECTED] =20
>
>=20
>
>This e-mail message and any attachments are solely for intended
>recipients, and may contain information that is privileged and
>confidential.  If you are not the intended recipient, any dissemination,
>distribution or copying is strictly prohibited.  If you believe that you
>may have received this message in error, please immediately notify the
>sender by replying to this e-mail message.
>
>=20
>
>
>--_=_NextPart_001_01C73B54.200615A1
>Content-Type: text/html;
>   charset="us-ascii"
>Content-Transfer-Encoding: quoted-printable
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>xmlns:mver=3D"http://schemas.openxmlformats.org/markup-compatibility/2006=
>" xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml"; =
>xmlns:ex12t=3D"http://schemas.microsoft.com/exchange/services/2006/types"=
> xmlns=3D"http://www.w3.org/TR/REC-html40";>
>
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>charset=3Dus-ascii">
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>