Re: [rt-users] Is there a change in the rt-mailgate interface in3.6.3?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On Fri, 18 May 2007 at 09:48 (+0400), Ruslan Zakirov wrote: is there any chance that you have not provided --action argument? In my case, as I indicated in my earlier post, I did supply '--action'. Here's the command I've been testing with: rt-mailgate --debug --queue general --action correspond --url https:// It's really mysterious. If I run the exact same command, on the same machine, but change the URL to my 3.4.5 RT, it works. But it fails with not ok - Could not load a valid user ... on my 3.6.3 system that is configured the same. I even went into Global Rights, removed 'CreateTicket' from Everybody, then added it back in, to make sure it's really there (!). Same result. What else could be going on here? Mike _ Mike FriedmanInformation Services Technology [EMAIL PROTECTED] 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _ -BEGIN PGP SIGNATURE- Version: PGP 6.5.8 iQA/AwUBRk1DNq0bf1iNr4mCEQLOfgCgpFeTL5Sq99HMt8MHT7pJgM9qZ2kAoPTG x3VGkT8GgX/VnQwKpGCUm3Br =l+rA -END PGP SIGNATURE- ___ 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 4
The ability to customize the colors easily from the Configuration menu. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse ___ 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] RT 4
Using Nagios as an example. Its written also in Perl, but there's a Java port which basically eliminates the installation completely. Download a bunch JARs and fire up Java. If there was a port of RT in Java - this would do wonders for the adoption rate. Many big corporation don't allow open source stuff and Perl-based software in particular... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Friday, May 18, 2007 2:20 AM To: Jesse Vincent Cc: RT Users Subject: Re: [rt-users] RT 4 The ability to customize the colors easily from the Configuration menu. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse -- -- ___ 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
SV: SV: [rt-users] Charset error in subject when u sing Danish letters (æøå / ÆØÅ)
No, I haven't heard of any having the same problem with Danish letters in the subject only. Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -Oprindelig meddelelse- Fra: Jesse Vincent [mailto:[EMAIL PROTECTED] Sendt: 16. maj 2007 18:35 Til: Brian Kjelin Olsen Cc: RT Users Emne: Re: SV: [rt-users] Charset error in subject when using Danish letters (æøå / ÆØÅ) On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote: Hi Jesse I'm sorry that this reply was delayed, but several other tasks were impediment for continuing this issue. Nevertheless, it is still an issue we haven't bin able to solve even though several people have suggested changes of various settings. You asked for the Perl and Mime version and about the database and webui setup. - MimeTools version is: 5.420. The encode version was: 2.01 but is upgraded to 2.20 - Perl version is: v5.8.5 built for i386-linux-thread-multi - DB (Oracle) and webui looks alright - no strange conversions... Everything looks right - except for the subject in e-mails returned from RT... There are no problems with Danish letters in the mail body. Has anyone else seen this issue? (Finding commonalities would help track it down) Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -Oprindelig meddelelse- Fra: Jesse Vincent [mailto:[EMAIL PROTECTED] Sendt: 25. april 2007 15:40 Til: Brian Kjelin Olsen Cc: RT Users Emne: Re: [rt-users] Charset error in subject when using Danish letters (æøå / ÆØÅ) On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote: During our correspondence with our customers by mail through the RT system, the Danish letters (æøå / ÆØÅ) is getting unreadable when they are placed in the subject. Any ideas would be most welcome. Example: Subject: Fwd: [support.schilling.dk #120841] Sÿgefunktion pÃ¥ kunde. ÿBLEGRÿDÿ - ÿblegrÿdÃ¥ Correct subject: Subject: Fwd: [support.schilling.dk #120841] Søgefunktion på kunde. ÆBLEGRØDÅ - æblegrødå What Perl version are you running? Are you current on MIME::Tools and Encode? Is it right in the database and/or webui? ___ 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] Get recipient with scrip
Hi all, I am using a scrip which moves a new (email generated) ticket in another queue. This works fine if I query the Sender / Requestor, but now I have to know the recipient the To: Field (I have several email addresses forwarded into one of RT). How can I access the To:-value from a scrp? Regards, Sven ___ 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] Multiple signatures per user
Hi all, I have the Problem that I sometimes need a different signature because I have to answer as another company. Any idea how I can realize this? Regards Sven ___ 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] Multiple signatures per user
Sven Kloe wrote: Hi all, I have the Problem that I sometimes need a different signature because I have to answer as another company. Any idea how I can realize this? Regards Sven You can probably create a scrip which inserts signatures based on the email address you create a comment/reply as. Mathew ___ 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] Multiple signatures per user
I know I have to replace the original signature but I have no idea how :( I can use a custom field to select another signature (i. e. Stored in an extra table in the DB). But I don't know how I can change the signature temporarily (unfortunaly I'm not a perl guru). Sven Am Freitag 18 Mai 2007 11:08 schrieb Mathew Snyder: Sven Kloe wrote: Hi all, I have the Problem that I sometimes need a different signature because I have to answer as another company. Any idea how I can realize this? Regards Sven You can probably create a scrip which inserts signatures based on the email address you create a comment/reply as. Mathew ___ 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] Desperately ned Oracle help
Baytalskiy, Sal wrote:
Hey guys!
A little update:
i've been looking at the rt-setup-database script trying to figure out
how to get around the issues i'm having.
So the very first error mentioned this: at
//usr/local/rt3_ora/sbin/rt-setup-database line 103 which is this
*$dbh = DBI-connect( get_system_dsn(), $args{'dba'},
$args{'dba-password'} )*
So i replaced that with: $dbh = DBI-connect( DBI:Oracle:,
$args{'dba'}, $args{'dba-password'} )
That seemed to get me a bit farther as i got this output:
Now creating a database for RT.
...skipped as mwpoc is not mwpoc or we're working with Oracle.
DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database *line 138
*Can't connect using this syntax without specifying a HOST and one of
SID INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 138, STDIN line 1.
make: *** [initialize-database] Error 255
I'm using Oracle too and it should not matter whether the database is on
the localhost or a remote one, so I would go back and do the following:
- drop the schema of RT on the remote server
- add the RT user or grant DBA role to it (temporarily)
- configure RT again with the correct parameters these are mine adjust
accordingly:
-- export ORACLE_HOME=/your/oracle/home
-- export ORACLE_SID=YOURSID
-- (else the following line will barf)
-- ./configure --with-db-type=Oracle --with-db-dba=rt_user
--with-db-database=XE
(if XE is in your tnsnames.ora then everything should work doesn't
matter where that db is)
- make initialize-database
As to the 32/64bit problem that used to be an issue but since I haven't
done a clean install in a while I don't know if current DBD::Oracle
still has problems. The way I fixed this once, from memory, is that I
did edit the make file to use $ORACLE_HOME/lib32 instead of
$ORACLE_HOME/lib which is since 10g 64bit instead of 32 as is used to be
in pre 10g.
But you should get a error from making DBD::Oracle which should be
rather clear on this issue since it complains about elf64 problems.
Hope this helps, either contact me offlist, I might be able to help.
Joop
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Re: [rt-users] RT 4
Using Nagios as an example. Its written also in Perl, but there's a Java port which basically eliminates the installation completely. Download a bunch JARs and fire up Java. If there was a port of RT in Java - this would do wonders for the adoption rate. Many big corporation don't allow open source stuff and Perl-based software in particular... That makes my head spin! Are you saying the installation is a turnoff, regardless of language? If so, there are alternatives to java, such as a VM image. Or, like WebGUI (a CMS I'm playing with), you can download a full runtime, including apache, mysql, and perl itself, so there isn't the usuall installation. Are you saying it must be java, just because of policy? That the shop knows java, doesn't know perl, and won't install anything but java? Are you saying bigcos don't like things writting in perl because perl is open source? Even if the app is not open? Even though RT is open in the way I care about, it is closed in the sense that changes in the official distribution are vetted by a company. Besides, what now that java is being open-sourced? I'm not that familiar with nagios. Do the jars include a database and web server? Also, how do they ensure that the perl and java versions actually work the same? bobg ___ 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 4
Whoa, take it easy... All I'm saying, and this is coming from personal experience trying to bring RT into my workplace, it is very difficult to introduce this type of software (no matter how good it is) into a huge company. When our security group hears about Perl or sendmail or MySQL - you can pretty much kiss your software goodbye. Now, the reason I took Java as an example is because while it is (almost) open source - it is also installed on every UNIX box. There's no reason to have GCC and other supporting software in order to install the software you want. Also, with Java 1.5 - there's an ability to have embedded DB. It may very well be a VM image. I've playing with a monitoring solution called Zenoss which gives you a VM image that you can fire up in 20 minutes and have a complete working solution. In any event, in my company it is VERY difficult to bring RT in through the official channels precisely because of the install process. Sal. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Bob Goldstein Sent: Friday, May 18, 2007 9:57 AM To: RT Users Subject: Re: [rt-users] RT 4 Using Nagios as an example. Its written also in Perl, but there's a Java port which basically eliminates the installation completely. Download a bunch JARs and fire up Java. If there was a port of RT in Java - this would do wonders for the adoption rate. Many big corporation don't allow open source stuff and Perl-based software in particular... That makes my head spin! Are you saying the installation is a turnoff, regardless of language? If so, there are alternatives to java, such as a VM image. Or, like WebGUI (a CMS I'm playing with), you can download a full runtime, including apache, mysql, and perl itself, so there isn't the usuall installation. Are you saying it must be java, just because of policy? That the shop knows java, doesn't know perl, and won't install anything but java? Are you saying bigcos don't like things writting in perl because perl is open source? Even if the app is not open? Even though RT is open in the way I care about, it is closed in the sense that changes in the official distribution are vetted by a company. Besides, what now that java is being open-sourced? I'm not that familiar with nagios. Do the jars include a database and web server? Also, how do they ensure that the perl and java versions actually work the same? bobg ___ 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] Trouble with notification scrip
Gene,
Sorry for all the hassle. In the Perl class I took, I got the
impression that it didn't matter what type of brackets you used, as long
as they matched left right. Also, why do you use == in the second
line? Why not just another eq? Another question; I was under the
impression that if the code failed, nothing happened. In my case it
seems that the code was wrong, but I was getting a notification no
matter what. That doesn't make sense.
Kenn
Gene LeDuc wrote:
Kenn, you're using curly brackets to enclose the condition phrase. In
this case you really don't need to enclose it at all, but if you do then
you need to use parentheses.
This should work:
return 1 if $trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request;
This too:
return 1 if ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request);
Also:
return ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request);
All assuming that the CF name and Value are as stated and that you have
the get_custom_id sub at the end of your code.
At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
return 1 if {$trans-Type eq CustomField
$trans-Field == get_custom_id('Approval-Status')
$trans-NewValue eq Reviewing Request};
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Re: [rt-users] Trouble with notification scrip
Gene,
I just tried the code:
my $trans = $self-TransactionObj;
return ($trans-Type eq CustomField
$trans-Field == get_custom_id(Approval-Status)
$trans-NewValue eq Reviewing Request);
and I got the error * Custom field value Reviewing Request could not be
found for custom field Approval-Status and no notification was sent.
The funny thing is, I get that message regardless of what value I select
from the drop down. If I can see the selection in the drop down, how can
that error message be generated? I looked at the custom field and it is
selected for the Queue I am using and I am a super-user. So I then added
myself to a group with modifycustomfield for that custom field (just
in case) and the error said the custom field was not under
consideration. What does that mean? Why is it saying that when I have
the CF applied to the Queue, I am a superuser, and I am in a group with
modifycustomfield rights? this doesn't make sense.
Kenn
Gene LeDuc wrote:
Kenn, you're using curly brackets to enclose the condition phrase. In
this case you really don't need to enclose it at all, but if you do then
you need to use parentheses.
This should work:
return 1 if $trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request;
This too:
return 1 if ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request);
Also:
return ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request);
All assuming that the CF name and Value are as stated and that you have
the get_custom_id sub at the end of your code.
At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
return 1 if {$trans-Type eq CustomField
$trans-Field == get_custom_id('Approval-Status')
$trans-NewValue eq Reviewing Request};
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Re: [rt-users] Trouble with notification scrip
At Friday 5/18/2007 12:09 PM, Kenneth Crocker wrote: Gene, Sorry for all the hassle. In the Perl class I took, I got the impression that it didn't matter what type of brackets you used, as long as they matched left right. Also, why do you use == in the second line? Why not just another eq? Another question; I was under the impression that if the code failed, nothing happened. In my case it seems that the code was wrong, but I was getting a notification no matter what. That doesn't make sense. Kenn Hi Kenn, Regarding the last part about notification, you should see something in the RT log when a scrip with invalid Perl code is executed. Steve ___ 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] Desperately ned Oracle help
I tried replacing
$RT::Handle-Connect(); (line 390)
with
$RT::Handle = DBI-connect(dbi:Oracle:host=clorad1.aig.com;sid=CLORAD1,
mwpoc, mwpoc);
Not sure if this is correct but that got me even farther:
Password:
Now creating a database for RT.
Creating Oracle database CLORAD1.
Done setting up database ACLs.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Now inserting RT core system objects
Checking for existing system user...Can't locate object method Rollback
via package DBI::db at /usr/local/rt3_ora/lib/RT.pm line 345.
make: *** [initialize-database] Error 255
I can actually see that it created the user id that I specified as $RTUser
in my SiteConfig.pm file.
Please tell me what I'm doing wrong and how can I make this line 390 work.
Thanks in advance,
Sal.
-Original Message-
From: Joop van de Wege [mailto:[EMAIL PROTECTED]
Sent: Friday, May 18, 2007 6:04 AM
To: Baytalskiy, Sal
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Desperately ned Oracle help
Baytalskiy, Sal wrote:
Hey guys!
A little update:
i've been looking at the rt-setup-database script trying to figure out
how to get around the issues i'm having.
So the very first error mentioned this: at
//usr/local/rt3_ora/sbin/rt-setup-database line 103 which is this
*$dbh = DBI-connect( get_system_dsn(), $args{'dba'},
$args{'dba-password'} )* So i replaced that with: $dbh = DBI-connect(
DBI:Oracle:, $args{'dba'}, $args{'dba-password'} )
That seemed to get me a bit farther as i got this output:
Now creating a database for RT.
...skipped as mwpoc is not mwpoc or we're working with Oracle.
DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627 DBI
connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database
*line 138 *Can't connect using this syntax without specifying a HOST
and one of SID INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 138, STDIN line 1.
make: *** [initialize-database] Error 255
I'm using Oracle too and it should not matter whether the database is on
the localhost or a remote one, so I would go back and do the following:
- drop the schema of RT on the remote server
- add the RT user or grant DBA role to it (temporarily)
- configure RT again with the correct parameters these are mine adjust
accordingly:
-- export ORACLE_HOME=/your/oracle/home
-- export ORACLE_SID=YOURSID
-- (else the following line will barf)
-- ./configure --with-db-type=Oracle --with-db-dba=rt_user
--with-db-database=XE
(if XE is in your tnsnames.ora then everything should work doesn't matter
where that db is)
- make initialize-database
As to the 32/64bit problem that used to be an issue but since I haven't done
a clean install in a while I don't know if current DBD::Oracle still has
problems. The way I fixed this once, from memory, is that I did edit the
make file to use $ORACLE_HOME/lib32 instead of $ORACLE_HOME/lib which is
since 10g 64bit instead of 32 as is used to be in pre 10g.
But you should get a error from making DBD::Oracle which should be rather
clear on this issue since it complains about elf64 problems.
Hope this helps, either contact me offlist, I might be able to help.
Joop
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Re: [rt-users] Trouble with notification scrip
At Friday 5/18/2007 12:09 PM, Kenneth Crocker wrote: Gene, Sorry for all the hassle. In the Perl class I took, I got the impression that it didn't matter what type of brackets you used, as long as they matched left right. Also, why do you use == in the second line? Why not just another eq? Another question; I was under the impression that if the code failed, nothing happened. In my case it seems that the code was wrong, but I was getting a notification no matter what. That doesn't make sense. Kenn Kenn, Sorry, I just re-read your message more closely. If there's a syntax error in the Perl, then the error will be logged and the scrip won't run. But if the syntax is OK and is just not doing what you want, it will run but give you unwanted results. Steve ___ 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] Trouble with notification scrip
I used == in the second comparison instead of eq because that's what
you had. It should work because the CF id is an integer and
get_custom_id() returns an integer or undef, so you're comparing
integers. Sometimes perl is pretty good about making things work when they
aren't quite correct, so using eq might work also.
I don't know enough about perl's guts to be able to say why the { ... }
block returns true every time. It's an interesting question, maybe it's a
property of code blocks that they are always true. I just know that
{braces}, (parentheses), and [brackets] are not interchangeable.
Gene
At 09:09 AM 5/18/2007, Kenneth Crocker wrote:
Gene,
Sorry for all the hassle. In the Perl class I took, I got the
impression that it didn't matter what type of brackets you used, as long
as they matched left right. Also, why do you use == in the second line?
Why not just another eq? Another question; I was under the impression
that if the code failed, nothing happened. In my case it seems that the
code was wrong, but I was getting a notification no matter what. That
doesn't make sense.
Kenn
Gene LeDuc wrote:
Kenn, you're using curly brackets to enclose the condition phrase. In
this case you really don't need to enclose it at all, but if you do then
you need to use parentheses.
This should work:
return 1 if $trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing Request;
This too:
return 1 if ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing Request);
Also:
return ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing Request);
All assuming that the CF name and Value are as stated and that you have
the get_custom_id sub at the end of your code.
At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
return 1 if {$trans-Type eq CustomField
$trans-Field == get_custom_id('Approval-Status')
$trans-NewValue eq Reviewing Request};
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Trouble with notification scrip
Kenn,
The following code might do what you need - it's taken from a similar
scrip we use.
Steve
my $trans = $self-TransactionObj;
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $self-TicketObj-QueueObj-id,
Name = Approval-Status);
return 0 unless $cf-id;
if ($trans-Field == $cf-id $trans-NewValue
$trans-NewValue eq Reviewing Request ) {
return 1;
}
}
return 0;
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Re: SV: SV: [rt-users] Charset error in subject w hen using Danish letters (æøå / ÆØÅ )
On May 18, 2007, at 2:40 AM, Brian Kjelin Olsen wrote: No, I haven't heard of any having the same problem with Danish letters in the subject only. If there are other message headers with Danish characters, do they get similarly mangled? Are the characters typed in as unicode or latin-1? Does it happen only with one mail client or with many? Are there clients it doesn't happen iwth? Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -Oprindelig meddelelse- Fra: Jesse Vincent [mailto:[EMAIL PROTECTED] Sendt: 16. maj 2007 18:35 Til: Brian Kjelin Olsen Cc: RT Users Emne: Re: SV: [rt-users] Charset error in subject when using Danish letters (æøå / ÆØÅ) On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote: Hi Jesse I'm sorry that this reply was delayed, but several other tasks were impediment for continuing this issue. Nevertheless, it is still an issue we haven't bin able to solve even though several people have suggested changes of various settings. You asked for the Perl and Mime version and about the database and webui setup. - MimeTools version is: 5.420. The encode version was: 2.01 but is upgraded to 2.20 - Perl version is: v5.8.5 built for i386-linux-thread-multi - DB (Oracle) and webui looks alright - no strange conversions... Everything looks right - except for the subject in e-mails returned from RT... There are no problems with Danish letters in the mail body. Has anyone else seen this issue? (Finding commonalities would help track it down) Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -Oprindelig meddelelse- Fra: Jesse Vincent [mailto:[EMAIL PROTECTED] Sendt: 25. april 2007 15:40 Til: Brian Kjelin Olsen Cc: RT Users Emne: Re: [rt-users] Charset error in subject when using Danish letters (æøå / ÆØÅ) On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote: During our correspondence with our customers by mail through the RT system, the Danish letters (æøå / ÆØÅ) is getting unreadable when they are placed in the subject. Any ideas would be most welcome. Example: Subject: Fwd: [support.schilling.dk #120841] Sÿgefunktion pÃ¥ kunde. ÿBLEGRÿDÿ - ÿblegrÿdÃ¥ Correct subject: Subject: Fwd: [support.schilling.dk #120841] Søgefunktion på kunde. ÆBLEGRØDÅ - æblegrødå What Perl version are you running? Are you current on MIME::Tools and Encode? Is it right in the database and/or webui? PGP.sig Description: This is a digitally signed message part ___ 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] Trouble with notification scrip
Stephan,
A question; why do you have ($trans-NewValue
$trans-NewValue eq Reviewing Request)
in the code? it looks like $trans-NewValue is in there twice. I don't
understand why it is not just
if ($trans-Field == $cf-id
$trans-NewValue eq Reviewing Request )
return 1;
I'm learning here, so please be patient. Thanks.
Kenn
LBNL
Stephen Turner wrote:
Kenn,
The following code might do what you need - it's taken from a similar
scrip we use.
Steve
my $trans = $self-TransactionObj;
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $self-TicketObj-QueueObj-id,
Name = Approval-Status);
return 0 unless $cf-id;
if ($trans-Field == $cf-id $trans-NewValue
$trans-NewValue eq Reviewing Request ) {
return 1;
}
}
return 0;
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RE: [rt-users] RT 4
I'm sorry too...What do you think, I like this situation? I can't stand it. It took weeks of pleeding with my manager just to get him to look at RT... Whatever, it just suxx, when a corporation is so narrow-minded... Sorry, just venting... -Original Message- From: Robert Long [mailto:[EMAIL PROTECTED] Sent: Friday, May 18, 2007 2:16 PM To: Baytalskiy, Sal Cc: RT Users Subject: Re: [rt-users] RT 4 Ah, I would like to disagree with part of your post regarding who Nagios is written ; Nagios is written in C. It has a built in perl interpreter to run plugins that are written in perl faster, but even so, all of the official plugins that come with Nagios are written in in C as well. Nagios is not written in Perl: # find nagios-2.9/ -name *.c | wc -l 50 Using the 'Blue' java port of nagios wouldn't eliminate the use of perl in any fashion - the only components of Nagios that use perl are contributed and custom plugins - if you're using those under Nagios or under 'Blue', they're still going to be perl/lisp/python/ruby/whatever. Another thing I can't help but think about is; how is changing the language from anything to perl going to make it not open sourced? I'm sorry you work / live in a world where open sourced software and perl are looked down upon and the policy is to avoid such things. .r' Baytalskiy, Sal wrote: Using Nagios as an example. Its written also in Perl, but there's a Java port which basically eliminates the installation completely. Download a bunch JARs and fire up Java. If there was a port of RT in Java - this would do wonders for the adoption rate. Many big corporation don't allow open source stuff and Perl-based software in particular... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Friday, May 18, 2007 2:20 AM To: Jesse Vincent Cc: RT Users Subject: Re: [rt-users] RT 4 The ability to customize the colors easily from the Configuration menu. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse - - -- ___ 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
Re: [rt-users] Trouble with notification scrip
At Friday 5/18/2007 01:19 PM, Kenneth Crocker wrote: Stephan, A question; why do you have ($trans-NewValue $trans-NewValue eq Reviewing Request) in the code? it looks like $trans-NewValue is in there twice. I don't understand why it is not just if ($trans-Field == $cf-id $trans-NewValue eq Reviewing Request ) return 1; I'm learning here, so please be patient. Thanks. Kenn LBNL Hi Kenn, No problem - you're probably right - that first bit ( $trans-NewValue ) may be superfluous. I was checking for null before doing the comparison, but I don't think Perl would object if that null check weren't there. Steve ___ 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] Trouble with notification scrip
Stephan,
I have another question; why all the references to QueueObj? On page
129 of the RT Essentials book (in reference to Transactions, I am
assuming transactions generated by changing a field, etc.) it says For
updates that alter a field or custom field, field tracks what was
changed. That sounds to me like all I should need to refer to is the
name of the field, not what Queue it is in. I can't find an easy
reference to this kind of relationship. I find that the RT Essentials
book could do a MUCH better job of making some of this stuff easier to
understand, like more specific examples and models of various code (like
how to trigger a notification from a CF being changed or how to do that
plus modify another field (custom or otherwise)). It would seem to me
that for beginners like myself, simple little things like that would
make a world of difference in our ability to get some simple
modifications going.
Jesse, how about it? Is a new and updated release due out soon?
Kenn
LBNL
Stephen Turner wrote:
Kenn,
The following code might do what you need - it's taken from a similar
scrip we use.
Steve
my $trans = $self-TransactionObj;
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $self-TicketObj-QueueObj-id,
Name = Approval-Status);
return 0 unless $cf-id;
if ($trans-Field == $cf-id $trans-NewValue
$trans-NewValue eq Reviewing Request ) {
return 1;
}
}
return 0;
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Re: [rt-users] Trouble with notification scrip
At Friday 5/18/2007 01:33 PM, Kenneth Crocker wrote: Stephan, I have another question; why all the references to QueueObj? On page 129 of the RT Essentials book (in reference to Transactions, I am assuming transactions generated by changing a field, etc.) it says For updates that alter a field or custom field, field tracks what was changed. That sounds to me like all I should need to refer to is the name of the field, not what Queue it is in. I can't find an easy reference to this kind of relationship. I find that the RT Essentials book could do a MUCH better job of making some of this stuff easier to understand, like more specific examples and models of various code (like how to trigger a notification from a CF being changed or how to do that plus modify another field (custom or otherwise)). It would seem to me that for beginners like myself, simple little things like that would make a world of difference in our ability to get some simple modifications going. Jesse, how about it? Is a new and updated release due out soon? Kenn LBNL Hello Kenn, RT allows you to have many custom fields with the same name - you could have more than one queue with an Approval-Status custom field, for example. So you need to specify the queue when getting a custom field so that you get the right one. However, I just noticed that RT allows you to have multiple fields with the same name in the same queue, so the uniqueness of field name queue is not enforced. In reality though, you wouldn't choose to have the same name for multiple fields in a queue, so the assumption that queue and field name uniquely identifies a queue-custom field is probably a safe one. Steve ___ 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 4
Ah, I would like to disagree with part of your post regarding who Nagios is written ; Nagios is written in C. It has a built in perl interpreter to run plugins that are written in perl faster, but even so, all of the official plugins that come with Nagios are written in in C as well. Nagios is not written in Perl: # find nagios-2.9/ -name *.c | wc -l 50 Using the 'Blue' java port of nagios wouldn't eliminate the use of perl in any fashion - the only components of Nagios that use perl are contributed and custom plugins - if you're using those under Nagios or under 'Blue', they're still going to be perl/lisp/python/ruby/whatever. Another thing I can't help but think about is; how is changing the language from anything to perl going to make it not open sourced? I'm sorry you work / live in a world where open sourced software and perl are looked down upon and the policy is to avoid such things. .r' Baytalskiy, Sal wrote: Using Nagios as an example. Its written also in Perl, but there's a Java port which basically eliminates the installation completely. Download a bunch JARs and fire up Java. If there was a port of RT in Java - this would do wonders for the adoption rate. Many big corporation don't allow open source stuff and Perl-based software in particular... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Friday, May 18, 2007 2:20 AM To: Jesse Vincent Cc: RT Users Subject: Re: [rt-users] RT 4 The ability to customize the colors easily from the Configuration menu. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse -- -- ___ 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
Re: [rt-users] Trouble with notification scrip
Gene,
I created the CF as select one value and a list of about 6 different
values, all of which show when update the cf. It is applied to Tickets
and I have it applied to the Queue I am using for the test. That's why
the error doesn't make sense to me. Every time I change it to some
different value within the drop down I get that error message. Is there
something else I was supposed to do? I have a group with the
SeeCustomField and ModifyCustomField rights (I am a member) as well
as I am also a superuser. Again, RT Essentials doesn't seem to include a
description of the various relationships that exist or are required for
permissions to work like one would expect. They need a
new/updated/improved release of that book.
Kenn
LBNL
Gene LeDuc wrote:
Kenn, something is odd here.
I just grepped the RT code for that error message and it only seems to
appear as an error message that is generated if an attempt is made to
delete a custom value that is not in the specified custom field (like
trying to delete xyz from CF1 if it's not in CF1). I don't think it
has anything to do with your scrip condition.
Is the action of your scrip (or template) trying to delete a value from
a custom field?
Gene
At 09:23 AM 5/18/2007, Kenneth Crocker wrote:
Gene,
I just tried the code:
my $trans = $self-TransactionObj;
return ($trans-Type eq CustomField
$trans-Field == get_custom_id(Approval-Status)
$trans-NewValue eq Reviewing Request);
and I got the error * Custom field value Reviewing Request could not
be found for custom field Approval-Status and no notification was
sent. The funny thing is, I get that message regardless of what value
I select from the drop down. If I can see the selection in the drop
down, how can that error message be generated? I looked at the custom
field and it is selected for the Queue I am using and I am a
super-user. So I then added myself to a group with modifycustomfield
for that custom field (just in case) and the error said the custom
field was not under consideration. What does that mean? Why is it
saying that when I have the CF applied to the Queue, I am a superuser,
and I am in a group with modifycustomfield rights? this doesn't make
sense.
Kenn
Gene LeDuc wrote:
Kenn, you're using curly brackets to enclose the condition phrase.
In this case you really don't need to enclose it at all, but if you
do then you need to use parentheses.
This should work:
return 1 if $trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request;
This too:
return 1 if ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request);
Also:
return ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request);
All assuming that the CF name and Value are as stated and that you
have the get_custom_id sub at the end of your code.
At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
return 1 if {$trans-Type eq CustomField
$trans-Field == get_custom_id('Approval-Status')
$trans-NewValue eq Reviewing Request};
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Trouble with notification scrip
Gene,
Upon further thought, maybe the fact that the CF is defined as select
ONE value it tries to delete the old value associated with the ticket
since it is being replaced with another value. Or maybe it updates the
ticket custom field first with the new value and then tries to delete
the old and the error is generated. I know the actual update happens. In
fact, the sequence of messages show the new value updated first then the
error that it couldn't find the old one to delete. HHMM. Also, the idiot
that is sending this e_mail to you didn't include your sub routine,
that's why it didn't work. I used Stephans and it worked real well. I
guess I didn't realise that the QueueObj was necessary in identifying
the custom field. I figured that by simply using the
self-transactionObj-field would be enough. Simple doesn't apply to any
of this code, it seems. Anyway, thanks a bunch for your help. Sorry I
wasn't sharp enough to apply it properly.
Kenn
LBNL
Gene LeDuc wrote:
Kenn, something is odd here.
I just grepped the RT code for that error message and it only seems to
appear as an error message that is generated if an attempt is made to
delete a custom value that is not in the specified custom field (like
trying to delete xyz from CF1 if it's not in CF1). I don't think it
has anything to do with your scrip condition.
Is the action of your scrip (or template) trying to delete a value from
a custom field?
Gene
At 09:23 AM 5/18/2007, Kenneth Crocker wrote:
Gene,
I just tried the code:
my $trans = $self-TransactionObj;
return ($trans-Type eq CustomField
$trans-Field == get_custom_id(Approval-Status)
$trans-NewValue eq Reviewing Request);
and I got the error * Custom field value Reviewing Request could not
be found for custom field Approval-Status and no notification was
sent. The funny thing is, I get that message regardless of what value
I select from the drop down. If I can see the selection in the drop
down, how can that error message be generated? I looked at the custom
field and it is selected for the Queue I am using and I am a
super-user. So I then added myself to a group with modifycustomfield
for that custom field (just in case) and the error said the custom
field was not under consideration. What does that mean? Why is it
saying that when I have the CF applied to the Queue, I am a superuser,
and I am in a group with modifycustomfield rights? this doesn't make
sense.
Kenn
Gene LeDuc wrote:
Kenn, you're using curly brackets to enclose the condition phrase.
In this case you really don't need to enclose it at all, but if you
do then you need to use parentheses.
This should work:
return 1 if $trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request;
This too:
return 1 if ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request);
Also:
return ($trans-Type eq CustomField $trans-Field ==
get_custom_id(Approval-Status) $trans-NewValue eq Reviewing
Request);
All assuming that the CF name and Value are as stated and that you
have the get_custom_id sub at the end of your code.
At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
return 1 if {$trans-Type eq CustomField
$trans-Field == get_custom_id('Approval-Status')
$trans-NewValue eq Reviewing Request};
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Trouble with notification scrip
Stephen,
Thanks a bunch. I used your code (with a little modification) as
follows:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Approval-Status);
return 0 unless $cf-id;
if ($trans-Field == $cf-id
$trans-NewValue eq Reviewing Request)
{
return 1;
}
}
return 0;
and it worked real well. I guess I just didn't realise the QueueObj
requirement for identifying a field in the transaction record for this.
I won't forget now. I STILL believe that someone should put out an
Essentials book for morons with all kinds of simple examples to model
after. Thanks again. Now all I have to do is add some more code to
modify another custom field and the ticket status while it sends out the
notification.
Kenn
LBNL
Stephen Turner wrote:
At Friday 5/18/2007 01:33 PM, Kenneth Crocker wrote:
Stephan,
I have another question; why all the references to QueueObj?
On page 129 of the RT Essentials book (in reference to Transactions, I
am assuming transactions generated by changing a field, etc.) it says
For updates that alter a field or custom field, field tracks what was
changed. That sounds to me like all I should need to refer to is the
name of the field, not what Queue it is in. I can't find an easy
reference to this kind of relationship. I find that the RT Essentials
book could do a MUCH better job of making some of this stuff easier to
understand, like more specific examples and models of various code
(like how to trigger a notification from a CF being changed or how to
do that plus modify another field (custom or otherwise)). It would
seem to me that for beginners like myself, simple little things like
that would make a world of difference in our ability to get some
simple modifications going.
Jesse, how about it? Is a new and updated release due out soon?
Kenn
LBNL
Hello Kenn,
RT allows you to have many custom fields with the same name - you could
have more than one queue with an Approval-Status custom field, for
example. So you need to specify the queue when getting a custom field so
that you get the right one. However, I just noticed that RT allows you
to have multiple fields with the same name in the same queue, so the
uniqueness of field name queue is not enforced. In reality though, you
wouldn't choose to have the same name for multiple fields in a queue, so
the assumption that queue and field name uniquely identifies a
queue-custom field is probably a safe one.
Steve
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Re: [rt-users] Is there a change in the rt-mailgate interface in 3.6.3?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On Thu, 17 May 2007 at 23:09 (-0700), Mike Friedman wrote: On Fri, 18 May 2007 at 09:48 (+0400), Ruslan Zakirov wrote: is there any chance that you have not provided --action argument? In my case, as I indicated in my earlier post, I did supply '--action'. Here's the command I've been testing with: rt-mailgate --debug --queue general --action correspond --url https:// I believe I've found the problem and it seems there IS a change between 3.4.5 and 3.6.3. The change is in parsing of the incoming email headers. In my test, using rt-mailgate from the command line, I just entered 'xxx', which contains no real mail header information. This works on 3.4.5 but fails on 3.6.3. If, however, my input to rt-mailgate contains at least a valid 'From: ' line, then a ticket gets created. So, it seems mail header parsing has changed enough between the two releases to account for my symptoms. BTW: A single valid SMTP 'From ' line also causes the error. So, it seems that if any real mail comes in without a 'From: ' header line, RT won't create a ticket for it, even if the SMTP envelope has usable information in its 'From ' line. This really is a change from earlier releases. Mike _ Mike FriedmanInformation Services Technology [EMAIL PROTECTED] 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _ -BEGIN PGP SIGNATURE- Version: PGP 6.5.8 iQA/AwUBRk4cY60bf1iNr4mCEQKIbwCfRwLu/mlrsivCEK624Gfs5bOJvZ4An0Yx YspyH8W/OWBgAAKfJ/7dZGPI =gpYn -END PGP SIGNATURE- ___ 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] Desperately ned Oracle help
Yep, I had to edit the Makefile as well. Not only did I change all /lib to
/lib32, but I also had to remove the -xarch=v9 from everywhere.
That fixed the make process for DBD::Oracle.
Now, the good news: I finally figured it out and made the 'make
initialize-database' work. It even inserted the schema all by itself.
Here's what I had to do:
In the file /usr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm
I replaced
my $handle = DBI-connect($self-DSN, $args{'User'}, $args{'Password'}) ||
croak Connect Failed $DBI::errstr\n ;
With
my $handle = DBI-connect(DBI:Oracle:CLORAD1, $args{'User'},
$args{'Password'}) || croak Connect Failed $DBI::errstr\n ;
Effectively hardcoding the connection info.
That seems to fix the errors I was getting and finally populated the DB.
I then used other suggestions that were made here and added some more
directives to my httpd.conf file and I can finally connect to the RT
instance with Oracle 10g backend.
I have to say that ticket creation takes much longer than with local MySQL
instance. I'm not sure if its my setup or its just that slow.
Now the new challenge is to install RTFM and AssetTracker. They both make
additions to the DB as well. We'll see how that works out...
Thanks everyone!!!
Sal.
-Original Message-
From: Joop van de Wege [mailto:[EMAIL PROTECTED]
Sent: Friday, May 18, 2007 6:04 AM
To: Baytalskiy, Sal
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Desperately ned Oracle help
Baytalskiy, Sal wrote:
Hey guys!
A little update:
i've been looking at the rt-setup-database script trying to figure out
how to get around the issues i'm having.
So the very first error mentioned this: at
//usr/local/rt3_ora/sbin/rt-setup-database line 103 which is this
*$dbh = DBI-connect( get_system_dsn(), $args{'dba'},
$args{'dba-password'} )* So i replaced that with: $dbh = DBI-connect(
DBI:Oracle:, $args{'dba'}, $args{'dba-password'} )
That seemed to get me a bit farther as i got this output:
Now creating a database for RT.
...skipped as mwpoc is not mwpoc or we're working with Oracle.
DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627 DBI
connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database
*line 138 *Can't connect using this syntax without specifying a HOST
and one of SID INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 138, STDIN line 1.
make: *** [initialize-database] Error 255
I'm using Oracle too and it should not matter whether the database is on
the localhost or a remote one, so I would go back and do the following:
- drop the schema of RT on the remote server
- add the RT user or grant DBA role to it (temporarily)
- configure RT again with the correct parameters these are mine adjust
accordingly:
-- export ORACLE_HOME=/your/oracle/home
-- export ORACLE_SID=YOURSID
-- (else the following line will barf)
-- ./configure --with-db-type=Oracle --with-db-dba=rt_user
--with-db-database=XE
(if XE is in your tnsnames.ora then everything should work doesn't matter
where that db is)
- make initialize-database
As to the 32/64bit problem that used to be an issue but since I haven't done
a clean install in a while I don't know if current DBD::Oracle still has
problems. The way I fixed this once, from memory, is that I did edit the
make file to use $ORACLE_HOME/lib32 instead of $ORACLE_HOME/lib which is
since 10g 64bit instead of 32 as is used to be in pre 10g.
But you should get a error from making DBD::Oracle which should be rather
clear on this issue since it complains about elf64 problems.
Hope this helps, either contact me offlist, I might be able to help.
Joop
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RE: [rt-users] RT 4
Please don't translate YOUR company/woes to many big corporation. That's completely ridiculous. On Fri, 2007-05-18 at 02:25 -0400, Baytalskiy, Sal wrote: Using Nagios as an example. Its written also in Perl, but there's a Java port which basically eliminates the installation completely. Download a bunch JARs and fire up Java. If there was a port of RT in Java - this would do wonders for the adoption rate. Many big corporation don't allow open source stuff and Perl-based software in particular... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Friday, May 18, 2007 2:20 AM To: Jesse Vincent Cc: RT Users Subject: Re: [rt-users] RT 4 The ability to customize the colors easily from the Configuration menu. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse -- -- ___ 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
RE: [rt-users] RT 4
I wish you were right... -Original Message- From: Matthew Keller [mailto:[EMAIL PROTECTED] Sent: Friday, May 18, 2007 8:36 PM To: Baytalskiy, Sal Cc: Mathew Snyder; Jesse Vincent; RT Users Subject: RE: [rt-users] RT 4 Please don't translate YOUR company/woes to many big corporation. That's completely ridiculous. On Fri, 2007-05-18 at 02:25 -0400, Baytalskiy, Sal wrote: Using Nagios as an example. Its written also in Perl, but there's a Java port which basically eliminates the installation completely. Download a bunch JARs and fire up Java. If there was a port of RT in Java - this would do wonders for the adoption rate. Many big corporation don't allow open source stuff and Perl-based software in particular... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Friday, May 18, 2007 2:20 AM To: Jesse Vincent Cc: RT Users Subject: Re: [rt-users] RT 4 The ability to customize the colors easily from the Configuration menu. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse -- -- ___ 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
OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)
Baytalskiy, Sal wrote: I wish you were right... [snip] It certainly hasn't been my experience. My bosses really like it when I make something happen and it doesn't cost them much of anything but my time. Certainly, my bosses aren't open source zealots. We are an Oracle shop. But ever place I've worked, when I bring in important improvements in network reliability and monitoring or now trouble ticket tracking with RT the response has been ecstatic and the fact that it doesn't cost anything has been huge. The added luxury of being able to modify and look at the code has been icing on the cake. My experiences have mostly been in relatively small shops (50 - 300 people) over the last 10 years in California so take what I say with an enormous grain of salt. But really, to me, it sounds like there are better jobs out there for you. -- Robert G. Werner (Network Systems Administrator) [EMAIL PROTECTED] 559.244.3734 On the Internet, nobody knows you're a dog. -- Cartoon caption ___ 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: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)
Original Message Subject: Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4) Date: Fri, 18 May 2007 21:06:12 -0700 From: Andrew Redman [EMAIL PROTECTED] To: Robert G. Werner [EMAIL PROTECTED] References: [EMAIL PROTECTED] [EMAIL PROTECTED] Just as a comment, the Boss loved it when I got RT working, and his Boss loved it when we started to get stats on performance improvements from it, so that was all groovy. That said, there is one person in our department (the oldest and arguably least competent, though there is quite a lively competition for that title...) has the idea that "If I pay more for it, it must be better" firmly embedded in his head. We were looking at 3 backup systems, one cost $5k and did everything we wanted and more, the other was $30k, and fell short of a few of our requirements, and he insisted that the $30k one was the way to go. I suppose if you had a couple people like that in key positions in a company then OSS could have some difficulty... Anyway, I'm just glad he's not my boss. Keep up the RT awesomeness. - Andrew Robert G. Werner wrote: Baytalskiy, Sal wrote: I wish you were right... [snip] It certainly hasn't been my experience. My bosses really like it when I make something happen and it doesn't cost them much of anything but my time. Certainly, my bosses aren't open source zealots. We are an Oracle shop. But ever place I've worked, when I bring in important improvements in network reliability and monitoring or now trouble ticket tracking with RT the response has been ecstatic and the fact that it doesn't cost anything has been huge. The added luxury of being able to modify and look at the code has been icing on the cake. My experiences have mostly been in relatively small shops (50 - 300 people) over the last 10 years in California so take what I say with an enormous grain of salt. But really, to me, it sounds like there are better jobs out there for you. ___ 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: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)
I envy you. I really do. In the past 13 years I've been working in IT (development and then midlleware/operations) for fairly large corporations. And I have to say that every single GOOD piece of software that I tried to bring in - had to be fought for. To the point when its almost not worth it to even try. Its extremely frustrating and just irritates me to no end. The narrow-mindness and inability to see good things of the upper management is astounding. The amounts of money being literally WASTED on crappy software simply because some clown up on top (who's never going to use it) decided so...This is only possible in large companies because a smaller shop just wouldn't be able to survive like that. I guess West Coast has always been more open to new things, maybe because of Palo Alto and all the good things that came out of there, plus I think the people are just generally more open-minded. Out here, in NY, its just not like that...unfortunately... -Original Message- From: Robert G. Werner [mailto:[EMAIL PROTECTED] Sent: Friday, May 18, 2007 11:57 PM To: Baytalskiy, Sal Cc: Matthew Keller; RT Users Subject: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4) Baytalskiy, Sal wrote: I wish you were right... [snip] It certainly hasn't been my experience. My bosses really like it when I make something happen and it doesn't cost them much of anything but my time. Certainly, my bosses aren't open source zealots. We are an Oracle shop. But ever place I've worked, when I bring in important improvements in network reliability and monitoring or now trouble ticket tracking with RT the response has been ecstatic and the fact that it doesn't cost anything has been huge. The added luxury of being able to modify and look at the code has been icing on the cake. My experiences have mostly been in relatively small shops (50 - 300 people) over the last 10 years in California so take what I say with an enormous grain of salt. But really, to me, it sounds like there are better jobs out there for you. -- Robert G. Werner (Network Systems Administrator) [EMAIL PROTECTED] 559.244.3734 On the Internet, nobody knows you're a dog. -- Cartoon caption ___ 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: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)
I hear that. We have another piece of software that we're supposed to be using for ticket tracking. Nobody really uses it except for Production stuff (we simply have to) because it is difficult to use, slow, poorly configured, list goes on. Sure, they paid 6 figures for it - so naturally its the next best thing. The only problem is - they can't make anyone use it :-) Just goes to show... And then i set up RT in about half a day and run a POC internally in our group. The only management person who's seen it is our manager because we just can't let anyone know we're using something that hasn't been approved. And we all know it won't ever be approved, no matter how good it is. So the strategy is simple: we'll be using it until we collect enough data that we can demonstrate that RT is essential to the grou's operation. Think about this: how much wiggling and maneuvering needs to be done to simply improve productivity of one of the most important IT departments. How much time is wasted on this stupid strategizing when it could've been spent doing actual work... Oh, here's the kicker - the only reason my manager was able to let us use RT is because of RTFM. 'Cause we needed one place to store the group's collective wisdom. And RT's ticket tracking functionality is basically presented as a by-product...weird... _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andrew Redman Sent: Saturday, May 19, 2007 12:07 AM To: rt-users@lists.bestpractical.com Subject: Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4) Original Message Subject:Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4) Date: Fri, 18 May 2007 21:06:12 -0700 From: Andrew Redman mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] To: Robert G. Werner mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] References: mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] Just as a comment, the Boss loved it when I got RT working, and his Boss loved it when we started to get stats on performance improvements from it, so that was all groovy. That said, there is one person in our department (the oldest and arguably least competent, though there is quite a lively competition for that title...) has the idea that If I pay more for it, it must be better firmly embedded in his head. We were looking at 3 backup systems, one cost $5k and did everything we wanted and more, the other was $30k, and fell short of a few of our requirements, and he insisted that the $30k one was the way to go. I suppose if you had a couple people like that in key positions in a company then OSS could have some difficulty... Anyway, I'm just glad he's not my boss. Keep up the RT awesomeness. - Andrew Robert G. Werner wrote: Baytalskiy, Sal wrote: I wish you were right... [snip] It certainly hasn't been my experience. My bosses really like it when I make something happen and it doesn't cost them much of anything but my time. Certainly, my bosses aren't open source zealots. We are an Oracle shop. But ever place I've worked, when I bring in important improvements in network reliability and monitoring or now trouble ticket tracking with RT the response has been ecstatic and the fact that it doesn't cost anything has been huge. The added luxury of being able to modify and look at the code has been icing on the cake. My experiences have mostly been in relatively small shops (50 - 300 people) over the last 10 years in California so take what I say with an enormous grain of salt. But really, to me, it sounds like there are better jobs out there for you. ___ 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
