Re: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1
Frank; When you say added to the CC list , you mean the ticket CC watchers or the emails sent out ?? If ticket CC: then it does not quite work like that, what you created/done is queue watchers (these email addresses will get an email for tickets updated in the queue) , as soon as you move the ticket to another queue these email addresses will no longer get updates.What you need is to create a scrip that add watchers when a ticket is created , you can have that scrip as global or per queue If you just wish them to get updates from that one particular queue then make sure you have a scrip enabled on that queue On corresspond Notify CC .. Regards; Roy Frank Saxton wrote: Hello folks! RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :) Wondering if I am doing something wrong or if this feature is just broken in this version. Things are working mostly really well at the present time which makes upgrading anything an unattractive option. I've set a particular queue to add several e-mail addresses as watchers and that seems to have taken OK. Configuration-Queues-Queue-Watchers does list the newly added e-mail addresses correctly. However, when a new ticket is created in the queue, the watchers are not added to the cc list. I gave everyone watch rights and that didn't seem to help either. What am I doing wrong please? ___ 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 ___ 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
Re: [rt-users] SQLite, RT 3.6.1
SQLite backend exist there for development only. On 3/19/07, Mariusz Stakowski [EMAIL PROTECTED] wrote: Hello List, I a m trying to install SQLite with RT 3.6.1 but I can't initialize database. When trying to do this I get the following error: table Attachement already exists. I seems as if there were some kind of loop in script execution. Could you help me to resolve this problem please ? Pozdrowienia Mariusz ___ 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 -- Best regards, Ruslan. ___ 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
Re: [rt-users] Phantom Reminder
I poked around in the database a bit, especially in the Tickets table, but couldn't find anything related to reminders. Do you know where I should be looking? Michael Finn wrote: When I've come across an undeletable reminder, it has always been the case that the associated ticket was moved to a different queue *after* the reminder was created. Thus the reminder (which is stored in the same Tickets table in the DB) now has a different queue number than its associated ticket. Changing the queue on the reminder (using SQL) so that it matches the queue on the ticket should clear up your problem, if this is what has happened to you as well. Cheers, Mike -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John Arends Sent: Tuesday, March 20, 2007 11:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Phantom Reminder I have a reminder that is owned by 'Nobody' that shows up on the front page when I am logged into the system as root. Clicking on the reminder link takes me into the ticket under which the reminder was created. However, when I am in that ticket, no reminders are shown. The ticket has been resolved, but I tried setting the status back to open just for fun. When logged in as my normal user, I can't see the reminder, but when I log in with 2 different accounts that are superusers, I can see the reminder on RT at a glance. How do I make this thing go away? ___ 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 ___ 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 ___ 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
Re: [rt-users] Phantom Reminder
John Arends wrote: I poked around in the database a bit, especially in the Tickets table, but couldn't find anything related to reminders. Do you know where I should be looking? Michael Finn wrote: When I've come across an undeletable reminder, it has always been the case that the associated ticket was moved to a different queue *after* the reminder was created. Thus the reminder (which is stored in the same Tickets table in the DB) now has a different queue number than its associated ticket. Changing the queue on the reminder (using SQL) so that it matches the queue on the ticket should clear up your problem, if this is what has happened to you as well. Cheers, Mike -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John Arends Sent: Tuesday, March 20, 2007 11:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Phantom Reminder I have a reminder that is owned by 'Nobody' that shows up on the front page when I am logged into the system as root. Clicking on the reminder link takes me into the ticket under which the reminder was created. However, when I am in that ticket, no reminders are shown. The ticket has been resolved, but I tried setting the status back to open just for fun. When logged in as my normal user, I can't see the reminder, but when I log in with 2 different accounts that are superusers, I can see the reminder on RT at a glance. How do I make this thing go away? I suspect the problem is the Queue bit of the SQL query in lib/RT/Reminders.pm in Collection (line 88 in 3.6.HEAD). I'm running without it here and things are better. Still problems closing a reminder if you don't have proper perms on the original queue. Jeff Voskamp ___ 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
Re: [rt-users] LDAP auth failing
Here's my RT_SiteConfig:
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
Set( $rtname, 'helpdesk.uttyler.edu');
1;
### What auth methods do you like and in what order?
#Set($AuthMethods, ['LDAP', 'Internal']);
Set($AuthMethods, ['LDAP']);
### LDAP Settings
#
# There are two different branches of this: LdapAuth* and LdapInfo*;
# additionally, most of the old Ldap* variables are honored, too.
#
# This means if you only have one LDAP server/config you can just set
# LdapServer, LdapUser, etc. and they will be used for both
# authentication and information
### Enable/Disable LDAP services
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
### Common Settings: affecting both auth and info services
# Should we create accounts for users who aren't in LDAP?
Set($LdapAutoCreateNonLdapUsers, 1);
# Map RT attributes to LDAP attributes
#
### THE MAPPING BELOW WILL NOT WORK FOR YOU UNLESS YOU CHANGE
### IT TO MATCH YOUR LDAP SCHEMA! See
http://wiki.bestpractical.com/?LdapAttrMap
### to learn how to set this variable properly for either LDAP or Windows
### Active Directory.
Set($LdapAttrMap, {'Name' = 'uid',
'EmailAddress' = 'mail',
'Organization' = 'o',
'RealName' = 'cn',
'ExternalContactInfoId' = 'dn',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'ou',
'Address2' = 'physicalDeliveryOfficeName'}
);
# A list of RT attrs which can uniquely identify a user,
# ordered from most to least preferred.
Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
'EmailAddress', 'RealName',
'WorkPhone', 'Address2']
);
# A list of LDAP attrs to examine when canonicalizing email addresses,
# ordered from most to least preferred
Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress',
'mailAlternateAddress']
);
# A list of prefixes to apply to email address matches.
# Windows 2003 AD uses prefixes or smtp: or SMTP:.
# If not required just leave ''
Set($LdapEmailAttrMatchPrefix, ['', 'smtp:', 'SMTP:'] );
# The basics; if set, these override $RT::LdapAuth* and $RT::LdapInfo*
Set($LdapServer, 'ldap.uttyler.edu');
Set($LdapBase, 'ou=People,dc=uttyler,dc=edu');
Set($LdapFilter, '(objectclass=uid)');
# Windows 2003 Active Directory does not allow anonymous LDAP binding
# thus you must pass Net::LDAP a username and password that has
# access to read the directory.
#
# You may also need to specify the full distinguished name instead of
# just a username for LdapUser below.
# e.g. cn=Username,cn=Users,dc=yourdomain,dc=com
#
Set($LdapUser, 'uid=our RT user,ou=our RT OU,dc=uttyler,dc=edu');
Set($LdapPass, '');
# This filter is used by RT::User::UpdateFromLdap to test whether an
# LDAP user's RT account should be disabled. Any user whose LDAP record
# passes this filter (returns true) will be disabled at login
Set($LdapDisableFilter, '(employmentStatus=Terminated)');
# If you set these, only members of this group can auth via LDAP
#Set($LdapGroup, 'cn=RT,ou=Group,dc=example,dc=com');
#Set($LdapGroupAttr, 'uniqueMember');
# These turn on SSL for LDAP
#Set($LdapTLS, 0);
#Set($LdapSSLVersion, 3);
### IF YOU USE THE SAME LDAP SERVER FOR AUTH AND INFO STOP HERE ###
### Authentication settings
#
# These are used only if their $RT::Ldap* analogs are not set;
# if you want one of these variables to be honored, you must comment
# out the corresponding $RT::Ldap* variable above
#Set($LdapAuthServer, 'ldap.example.com');
#Set($LdapAuthBase, 'ou=People,dc=example,dc=com');
#Set($LdapAuthFilter, (objectclass=posixAccount));
#Set($LdapAuthUser, '');
#Set($LdapAuthPass, '');
# This filter is used by RT::User::UpdateFromLdap to test whether an
# LDAP user's RT account should be disabled. Any user whose LDAP record
# passes this filter (returns true) will be disabled at login
# Set($LdapAuthDisableFilter, '(employmentStatus=Terminated)');
# If you set these, only members of this group can auth via LDAP
#Set($LdapAuthGroup, 'cn=RT,ou=Group,dc=example,dc=com');
#Set($LdapAuthGroupAttr, 'uniqueMember');
# These turn on SSL for LDAP
#Set($LdapAuthTLS, 0);
#Set($LdapAuthSSLVersion, 3);
### Information settings
#
# These are used only if their $RT::Ldap* analogs are not set;
# if you want one of these variables to
[rt-users] 10 highest tickets I own or are CC'd on
Does anybody know how to modify the 10 highest tickets I own search to also include tickets you are CC'd on? I know how to make the actual modification to the search but I am having some trouble coming up with the right TicketSQL statement to make the search work. Any help would be appreciated. ___ 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
Re: [rt-users] 10 highest tickets I own or are CC'd on
blahblahblah AND CC.id = '__CurrentUser__' On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann wrote: Does anybody know how to modify the 10 highest tickets I own search to also include tickets you are CC'd on? I know how to make the actual modification to the search but I am having some trouble coming up with the right TicketSQL statement to make the search work. Any help would be appreciated. ___ 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 ___ 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
Re: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1
Hello Roy Thanks very much for the quick response! Yes, I would like to add several e-mail addresses to the ticket cc list upon creation. I often have to access RT via my Blackberry and having everyone automatically added to the ticket makes it much easier for me to trim people off rather than adding them on. I've never worked with scripts but it doesn't look too difficult although I'm guessing for this particular action a bit of custom code will be required. I'm wondering if someone already has something like this on their RT and can jump start me a little. Thanks again! At 04:09 AM 3/21/2007, Roy El-Hames wrote: Frank; When you say added to the CC list , you mean the ticket CC watchers or the emails sent out ?? If ticket CC: then it does not quite work like that, what you created/done is queue watchers (these email addresses will get an email for tickets updated in the queue) , as soon as you move the ticket to another queue these email addresses will no longer get updates.What you need is to create a scrip that add watchers when a ticket is created , you can have that scrip as global or per queue If you just wish them to get updates from that one particular queue then make sure you have a scrip enabled on that queue On corresspond Notify CC .. Regards; Roy Frank Saxton wrote: Hello folks! RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :) Wondering if I am doing something wrong or if this feature is just broken in this version. Things are working mostly really well at the present time which makes upgrading anything an unattractive option. I've set a particular queue to add several e-mail addresses as watchers and that seems to have taken OK. Configuration-Queues-Queue-Watchers does list the newly added e-mail addresses correctly. However, when a new ticket is created in the queue, the watchers are not added to the cc list. I gave everyone watch rights and that didn't seem to help either. What am I doing wrong please? ___ 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 -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.446 / Virus Database: 268.18.15/728 - Release Date: 3/20/2007 8:07 AM ___ 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
Re: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1
For fun, I tried to create a script in one of the queues to automatically add an e-mail address to the ticket cc list. Not surprisingly, it failed. I'm sure it's a syntax issue but after looking all over Wiki there really aren't any examples that are on point. It probably wouldn't take much of a nudge to get me pointed in the right direction. Description: Add Watchers Condition: On create Action: User defined Custom action preparation code: $Ticket-AddWatcher (Email = '[EMAIL PROTECTED]' ); Template: Global template blank Here's the error I got: Mar 21 08:03:31 rt RT: Scrip 15 Prepare failed: Global symbol $Ticket requires explicit package name at (eval 1622) line 1. (/opt/rt3/lib/RT/Action/UserDefin ed.pm:43) Frank Saxton wrote: Hello folks! RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :) Wondering if I am doing something wrong or if this feature is just broken in this version. Things are working mostly really well at the present time which makes upgrading anything an unattractive option. I've set a particular queue to add several e-mail addresses as watchers and that seems to have taken OK. Configuration-Queues-Queue-Watchers does list the newly added e-mail addresses correctly. However, when a new ticket is created in the queue, the watchers are not added to the cc list. I gave everyone watch rights and that didn't seem to help either. What am I doing wrong please? ___ 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
Re: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1
This works... thanks Roy! Description: Add Watchers Condition: On create Action: User defined Custom action preparation code: $self-TicketObj-AddWatcher( Type = Cc, Email =[EMAIL PROTECTED]); return 1; Template: Global template blank Frank Saxton wrote: Hello folks! RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :) Wondering if I am doing something wrong or if this feature is just broken in this version. Things are working mostly really well at the present time which makes upgrading anything an unattractive option. I've set a particular queue to add several e-mail addresses as watchers and that seems to have taken OK. Configuration-Queues-Queue-Watchers does list the newly added e-mail addresses correctly. However, when a new ticket is created in the queue, the watchers are not added to the cc list. I gave everyone watch rights and that didn't seem to help either. What am I doing wrong please? ___ 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
Re: [rt-users] 10 highest tickets I own or are CC'd on
I keep getting the following error message when I try it: Unknown field: CC.id Any suggestions? On 3/21/07, Matthew Keller [EMAIL PROTECTED] wrote: blahblahblah AND CC.id = '__CurrentUser__' On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann wrote: Does anybody know how to modify the 10 highest tickets I own search to also include tickets you are CC'd on? I know how to make the actual modification to the search but I am having some trouble coming up with the right TicketSQL statement to make the search work. Any help would be appreciated. ___ 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 ___ 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
[rt-users] Ticket creation timeline
At what point during the process of ticket creation via e-mail does the ticket and its fields exist? Specifically, should custom fields in a new ticket be available in an Autoreply template? I'm trying to populate custom fields using my Autoreply template and I'm getting an error that sounds like the ticket doesn't exist. The error message is: [error]: Template parsing error: Can't call method TicketObj on an undefined value at template line 10. And the offending line is: my $T_Obj = $self-TicketObj; Would it be a better idea to do this using a scrip? Maybe use an On Create condition to populate the custom fields with the prep code and then use my template to send an e-mail that references the custom field data? Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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
Re: [rt-users] 10 highest tickets I own or are CC'd on
Sorry... Cc.id (second 'c' is lowercased). On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann wrote: I keep getting the following error message when I try it: Unknown field: CC.id Any suggestions? On 3/21/07, Matthew Keller [EMAIL PROTECTED] wrote: blahblahblah AND CC.id = '__CurrentUser__' On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann wrote: Does anybody know how to modify the 10 highest tickets I own search to also include tickets you are CC'd on? I know how to make the actual modification to the search but I am having some trouble coming up with the right TicketSQL statement to make the search work. Any help would be appreciated. ___ 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 ___ 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 ___ 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
Re: [rt-users] 10 highest tickets I own or are CC'd on
and the AND should be an OR if you didn't pick up on that. On Wed, 2007-03-21 at 14:10 -0400, Matthew Keller wrote: Sorry... Cc.id (second 'c' is lowercased). On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann wrote: I keep getting the following error message when I try it: Unknown field: CC.id Any suggestions? On 3/21/07, Matthew Keller [EMAIL PROTECTED] wrote: blahblahblah AND CC.id = '__CurrentUser__' On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann wrote: Does anybody know how to modify the 10 highest tickets I own search to also include tickets you are CC'd on? I know how to make the actual modification to the search but I am having some trouble coming up with the right TicketSQL statement to make the search work. Any help would be appreciated. ___ 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 ___ 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 ___ 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
Re: [rt-users] 10 highest tickets I own or are CC'd on
when you say global what do you mean? i saved the search under RT System's saved searches not in My saved searches. On 3/21/07, Matthew Keller [EMAIL PROTECTED] wrote: __CurrentUser__ will expand properly in Global saved searches, but not in personal or group. On Wed, 2007-03-21 at 14:24 -0400, slamp slamp wrote: that wouldn't work either. i have been trying for some time now with no luck. for some reason specifying an actual value instead of __CurrentUser__ works but not __CurrentUser__ The only thing that worked for me was something like Cc LIKE ' [EMAIL PROTECTED]' . Cc.id = '__CurrentUser__' comes up with Unknown field: Cc.id (in query builder) On 3/21/07, Matthew Keller [EMAIL PROTECTED] wrote: and the AND should be an OR if you didn't pick up on that. On Wed, 2007-03-21 at 14:10 -0400, Matthew Keller wrote: Sorry... Cc.id (second 'c' is lowercased). On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann wrote: I keep getting the following error message when I try it: Unknown field: CC.id Any suggestions? On 3/21/07, Matthew Keller [EMAIL PROTECTED] wrote: blahblahblah AND CC.id = '__CurrentUser__' On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann wrote: Does anybody know how to modify the 10 highest tickets I own search to also include tickets you are CC'd on? I know how to make the actual modification to the search but I am having some trouble coming up with the right TicketSQL statement to make the search work. Any help would be appreciated. ___ 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 ___ 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 ___ 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 ___ 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
[rt-users] RT Interface/Display Logging Issues
I just finished the process of getting RT 3.6.3 running on CentOS4, and so far everything seems ok with the exception of two things. The first problem might not even be a problem for all I know, but I'm going to ask about it anyway. The interface when RT loads up seems ok except for the fact that no background colors show up anywhere. This could very easily be because the interface was changed in a recent version to look simpler and not because anything is wrong. However, I took two screenshots to demonstrate what I'm seeing, just in case: http://farm1.static.flickr.com/151/429561196_83c163a25e_o.jpg http://farm1.static.flickr.com/176/429561203_29c6df4a9d_o.jpg If this is what RT is supposed to look like, my apologies for junking up the list. If not, what might be the problem and where can I begin to look for a solution? The second issue I experienced involved logging. When I tried to log to a file, I kept getting the following error in the httpd error log: [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi started (pid 7189) Log file /opt/rt3/var/log/rt.log couldn't be written or created. RT can't run. at /opt/rt3/lib/RT.pm line 285. [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 7178) terminated by calling exit with status '2' I'm assuming this is just a simple permissions issue, but I'm not certain as to how the permissions should be set for rt.log to prevent this error. Any help would be appreciated. Thanks. ___ 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
RE:[rt-users] RT Interface/Display Logging Issues
That is what RT 3.6.3 looks like For permissions for the log file, grant write permissions to the user apache runs as. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Rob Shupe Sent: Wednesday, March 21, 2007 12:32 PM To: rt-users@lists.bestpractical.com Subject: SPAM -[rt-users] RT Interface/Display Logging Issues I just finished the process of getting RT 3.6.3 running on CentOS4, and so far everything seems ok with the exception of two things. The first problem might not even be a problem for all I know, but I'm going to ask about it anyway. The interface when RT loads up seems ok except for the fact that no background colors show up anywhere. This could very easily be because the interface was changed in a recent version to look simpler and not because anything is wrong. However, I took two screenshots to demonstrate what I'm seeing, just in case: http://farm1.static.flickr.com/151/429561196_83c163a25e_o.jpg http://farm1.static.flickr.com/176/429561203_29c6df4a9d_o.jpg If this is what RT is supposed to look like, my apologies for junking up the list. If not, what might be the problem and where can I begin to look for a solution? The second issue I experienced involved logging. When I tried to log to a file, I kept getting the following error in the httpd error log: [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi started (pid 7189) Log file /opt/rt3/var/log/rt.log couldn't be written or created. RT can't run. at /opt/rt3/lib/RT.pm line 285. [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 7178) terminated by calling exit with status '2' I'm assuming this is just a simple permissions issue, but I'm not certain as to how the permissions should be set for rt.log to prevent this error. Any help would be appreciated. Thanks. ___ 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
[rt-users] Ticket creation problem
Has anyone else seen the following in the rt.log: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67, DATA line 225. (/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:67) Users are saying they are getting an email for a ticket, but when they try to click on the link, it says it can't find the ticket. When I look in the log, I see this. Any ideas on what is going on? ___ 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
Re: [rt-users] 10 highest tickets I own or are CC'd on
If I did, it would say CustomField.{Cc.id}
On Wed, 2007-03-21 at 14:49 -0400, slamp slamp wrote:
did you happen to create a custom field called Cc.id? if not, how come
mine comes up unknown field.
On 3/21/07, Matthew Keller [EMAIL PROTECTED] wrote:
Yes, that's a global. I have dozens of custom global saved
searches that
use this. I don't know what version it was introduced, RT
3.6.something
was my first (currently 3.6.3). Our Highest priority is
actually:
(Cc.id = '__CurrentUser__' OR AdminCc.id = '__CurrentUser__'
OR
Requestor.id = '__CurrentUser__' OR Owner = '__CurrentUser__')
AND
(Status = 'new' OR Status = 'open' OR Status = 'stalled')
On Wed, 2007-03-21 at 14:34 -0400, slamp slamp wrote:
when you say global what do you mean? i saved the search
under RT
System's saved searches not in My saved searches.
On 3/21/07, Matthew Keller [EMAIL PROTECTED] wrote:
__CurrentUser__ will expand properly in Global saved
searches,
but not
in personal or group.
On Wed, 2007-03-21 at 14:24 -0400, slamp slamp
wrote:
that wouldn't work either. i have been trying for
some time
now with
no luck. for some reason specifying an actual
value instead
of
__CurrentUser__ works but not __CurrentUser__
The only thing that worked for me was something
like Cc LIKE
'
[EMAIL PROTECTED]' . Cc.id = '__CurrentUser__'
comes up
with Unknown
field: Cc.id (in query builder)
On 3/21/07, Matthew Keller [EMAIL PROTECTED]
wrote:
and the AND should be an OR if you
didn't pick
up on that.
On Wed, 2007-03-21 at 14:10 -0400, Matthew
Keller
wrote:
Sorry... Cc.id (second 'c' is
lowercased).
On Wed, 2007-03-21 at 13:46 -0400, Chris
Allermann
wrote:
I keep getting the following error
message when
I try it:
Unknown field: CC.id
Any suggestions?
On 3/21/07, Matthew Keller
[EMAIL PROTECTED] wrote:
blahblahblah
AND CC.id = '__CurrentUser__'
On Wed, 2007-03-21 at 09:56 -0400,
Chris
Allermann
wrote:
Does anybody know how to modify
the 10
highest
tickets I own search
to also include tickets you are
CC'd on?
I know how to make the actual
modification
to the
search but I am
having some trouble coming up with
the right
TicketSQL
statement to
make the search work.
Any help would be appreciated.
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Community help:
Re: [rt-users] Ticket creation problem
Don Beethe wrote: Has anyone else seen the following in the rt.log: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67, DATA line 225. (/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:67) Users are saying they are getting an email for a ticket, but when they try to click on the link, it says it can't find the ticket. When I look in the log, I see this. Any ideas on what is going on? ive seen it a few times, but not in the past year. did your mysql shutdown and get restarted ? do you connect via sock or username-passwd ? it means that perl could not connect to your db, thats it. now the reason -- -- Chaim Rieger ___ 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
Re: [rt-users] RTx::Shredder time gap between tickets wipeout
I really have no idea. Could you run shredder CLI with Devel::DProf? On 3/17/07, Konstantin Naryzhniy [EMAIL PROTECTED] wrote: Hi again! I tried turning postfix and apache off and run shredder again. What I found out is really strange. During this gap (again - it occurs right before each top level object is processed) there are no processes in mysql, i.e. the SHOW PROCESSLIST command in mysql shows sleeping connection from rt_user. However, when I run the top command in shell, there is a perl process that eats 50% of CPU!!! And it does that precisely during this gap (20 seconds average). When the Shredder warnings start appearing, the mysqld process takes over CPU and RAM. When the top level object is wiped out, before going to the next one, Shredder again somehow calls the perl process and so on. Ruslan, please, tell me why does this happen? I never mentioned that, but we do have a clone RT with only 500 tickets for scrip testing and on that instance the Shredder runs almost instantly. I would really appreciate your advice on 'perl' gap thing. Kostya. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Konstantin Naryzhniy Sent: Friday, March 16, 2007 7:09 PM To: 'Ruslan Zakirov' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RTx::Shredder time gap between tickets wipeout So, well, do you suggest that I reinstall Shredder? Not quite sure how to uninstall it once it's up... If you commit things once - what event do warning object-id wiped out lines refer to in the log? And how many times the dump file is written per one top level object? I also plan to try running Shredder with Postfix and Apache off. I slightly hope that that'll speed things up a bit, since there's going to be no queries committed simultaneously with Shredder. I'll report on results of this. Ruslan, thanks again for your great tool! Kostya -Original Message- From: Ruslan Zakirov [mailto:[EMAIL PROTECTED] Sent: Friday, March 16, 2007 6:56 PM To: Konstantin Naryzhniy Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTx::Shredder time gap between tickets wipeout On 3/16/07, Konstantin Naryzhniy [EMAIL PROTECTED] wrote: Hello Ruslan! Thanks for your rapid reply. I have added one of the indices you've suggested (we do not have Custom Fields yet and the ACL table is relatively small and doesn't appear in slow queries log). I do not think that the delay is caused by the committing transaction. Actually, the gap has to deal with the previous ticket, rather that the next one. I mean that this delay first happens right after when I confirm the Do you want to proceed? [y/N] prompt and before the first warning line appears. Huh, that's kinda a ringing bell that's I've screwed up something and that's actually problem in the shredder. Could you please explain what happens before the first warning is sent to output? I am no programmer to dig into the source code)) Are the DELETE statement in the Shredder committed one by one or are they committed in a single package after all the records in DB tables were found? I commit things once per ticket or per user, depends on what top level objects are. Top level objects are objects you select with a plugin. thanks, Kostya ___ 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 -- Best regards, Ruslan. ___ 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
[rt-users] RT System Monitoring
We're building up our second generation RT server. As we do so, we want to be intentional about our monitoring of this server. We are looking to create two types of monitoring: realtime and periodical (daily or weekly). Some examples we're currently planning: Periodical - DB size - HDD space - email log Realtime - System Memory/Proc usage - RT usage (possible?) - # of currently logged in users - list of currently logged in users - Sent/Rcvd Email Count - Open tix per queue If anyone can give me some additional examples of things they are monitoring on their RT servers, I would appreciate it. I would also be grateful of any help confirming if it is possible (and then how) to monitor the aforementioned RT items. Thank you, Ryan Roland Network Security Administrator Information Technology Division of Recreational Sports Indiana University ___ 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
[rt-users] Critical webmux.pl error
Hi All, I've been seeing these errors in my Apache log about 1-2 times per day. Any ideas as to what might be wrong? RT is still functioning, but these make me nervous. [crit]: Apache2::RequestIO::rflush: (130) Software caused connection abort at /opt/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 1029 (/opt/local/bin/webmux.pl:125) Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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
Re: [rt-users] Action on queue transfer
Thanks for your example code, Stephen.
At 10:34 AM 3/14/2007, Stephen Turner wrote:
You need a bit more - there's nothing in that code that will restrict the
scrip to queue change transactions. This should do it:
{return $self-TransactionObj-Type eq Set
$self-TransactionObj-Field eq Queue
$self-TransactionObj-OldValue eq nnn ;}
nnn is the ID of the queue, rather than the name
Can you tell me how to translate a Queue name (DMCA) into a Queue ID
number from within a scrip condition? I need to compare it to the OldValue
on a transaction. I know that the ID for this queue is 6, but I don't like
hard-coding buried linkage stuff into routines.
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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