Re: [rt-users] Embedding Images in WikiText?

[David Hobley]

All, 

Can I assume from the lack of response to this question that it isn't possible? 

Cheers, 
David 

- Original Message - 
From: "David Hobley" <[EMAIL PROTECTED]> 
To: "rt-users"  
Sent: Monday, 7 April, 2008 7:30:59 PM GMT +10:00 Brisbane 
Subject: [rt-users] Embedding Images in WikiText? 

All, 

Is it possible to embed images within an RTFM WikiText area? I have been trying 
various combinations of things which work the MediaWiki, but can't get it 
working within RT. 

-- 
Cheers, 
David 


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Re: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with 'ExternalAuth' extension

[David Hobley]

Mike, 

I would certainly like to see this. 

*wish mode* 

If you could drag down group memberships as well and if they exist in RT, then 
add that user to those RT groups, I would love to see that as well as it would 
mean all the functionality for User creation could be setup via LDAP as well. 
MediaWiki does this and it works well (although far less complicated than RT I 
suspect). 

Cheers, 
David 
- Original Message - 
From: "Mike Peachey" <[EMAIL PROTECTED]> 
To: "Kenneth Crocker" <[EMAIL PROTECTED]> 
Cc: "Pedro Lobo S. da Rocha" <[EMAIL PROTECTED]>, "RT Users" 
 
Sent: Saturday, 12 April, 2008 9:51:45 PM GMT +10:00 Brisbane 
Subject: Re: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with 
'ExternalAuth' extension 

I have a thought. I don't know whether I will need to override the 
AutoCreate method or if I can do it all just by passing params from the 
autohandler auth callback, but it seems reasonable that I should be able 
to easily allow LDAP users to be autocreated as Privileged, while 
leaving the default AutoCreation at unprivileged. 

This way, by way of a configuration setting, that is individual to each 
ExternalAuth configuration group (LDAP/DBI etc) you could specify 
whether to autocreate as privileged or unprivileged, and RT would still 
retain it's own default setting for *other* users.. 

Do you think this is something you'd want built into the extension? 

Opinions welcome. 
-- 
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___ 

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Tel: +44 (0) 114 281 2655 
Fax: +44 (0) 114 281 2951 
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK 
http://www.jennic.com 
Confidential 

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Re: [rt-users] Timer for TimeWorked

[Greg Evans]

That seemed weird to me as well, but I have an example here (that I got
somewhere else) that I was working from.  Here is the code of the example if
you would like to try to paste it into a file and see what happens.

 







You have

visited my page for:









seconds!



 



 







 

So in RT I am merely changing the document.d.d2.value= to
document.TicketUpdate.UpdateTimeWorked.value=

 

And if we look at the page, we see.

 



.

<&|/l&>Worked: 


 

The  is what I changed. That was originally inside the input
tag

Greg Evans 
Hood Canal Communications 
(360) 898-2481 ext.212 

  _  

From: Aaron Sallade [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 21, 2008 3:24 PM
To: Greg Evans; RT Users
Subject: RE: [rt-users] Timer for TimeWorked

 

Also,

 

The function "display" is self referencing, but I see nothing that calls it
the first time. Maybe an onload event is needed?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
  [EMAIL PROTECTED]

  _  

From: Greg Evans [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 21, 2008 2:36 PM
To: 'RT Users'
Subject: [rt-users] Timer for TimeWorked

 

Hello all,

I am attempting to implement a timer for the "TimeWorked" field so that
technicians do not have to manually enter the time worked on each ticket
(from creation to close). I have created two timers, one in perl and one in
javascript (ok, I borrowed the one in javascript). They both work just fine
when tested. The Javascript one works on a webpage, and the perl one works
from the CLI. 

I cannot, for the life of me, make either one work with RT.  The code is
below. It probably could be done better, but hey I didn't write the code,
just borrowed it:







The HTML part:



...

<&|/l&>Worked: 


I put all of this into /opt/rt3/local/html/Ticket/Update.html and was hoping
to do something Similar in Create.html 

Any ideas and any help appreciated

Regards,

Greg Evans

Hood Canal Communications

(360) 898-2481 ext.212 

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[rt-users] Upgrade installation - user is logged out every page

[Chris Mason (Lists)]

I upgraded from 3.4.1 and had problems with the database, even after 
running the 3.5.1 upgrade.
I did a clean install as a test to a new database. RT is up and running, 
but the user is logged out after clicking every link. I see this messge 
in /var/log/messages

Apr 21 18:49:11 server7 RT: Attempt to free unreferenced scalar: SV 
0xa706bc0 at /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 616. 
(/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:616)

The server is ES3, and all the perl dependencies were satisfied by 
installing RPMs from DAG.
Any help appreciated.

Chris Mason

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[rt-users] Multiple faces for single queue?

[Tom Lanyon]

Hi list,

Is there an existing solution to have a single queue (used for product  
support) to be used for multiple clients? In our case, different  
clients require different support email addresses and ticket auto- 
response messages, but all other queue behavior, watchers, scrips etc  
is the same.

I'm sure it would not be difficult to, on ticket creation, parse the  
incoming messages for a "To:" header and set a "Client" custom field  
based on this. Then for all other actions (auto response, etc), we  
could use this custom field to look up the appropriate templates.  
However, I was wondering if this had already been done, as it seems  
like it would be a common RT usage scenario.

Regards,
Tom
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Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script) *SOLVED*

[Trenton Taylor]

Kenneth,

So I ended up building a new server (VM) and installing RT 3.6 with
apt-get. Once I had RT installed and running, I restored the old RT
database over the new one (which of course broke the features I needed).
Then I copied over the upgrade directory that I needed to my home dir
and ran the rt-setup-database (from the new server
/usr/sbin/rt-setup-database) against the 3.5.1 upgrade directory that I
had just copied to my home dir. It ran fine. Now I have the upgraded DB
with the features I need.

Thanks for all the help. Here is my exact command:


root@:/home/trentt/BUILD/rt3.6# /usr/sbin/rt-setup-database
-dba root -prompt-for-dba-password -action insert -datadir
/home/trentt/BUILD/rt3.6/etc/upgrade/3.5.1

In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.

Please specify that user's database password below. If the user has no
databasepassword, just press return.

Password:
Creating predefined searches...237.238.239.done.
Done setting up database content.



Trent

-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 21, 2008 3:17 PM
To: Trenton Taylor
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,


I don't know how MySQL is set up.


Kenn
LBNL

On 4/21/2008 2:31 PM, Trenton Taylor wrote:
> I'm running the script as root with the root password for the SQL
> database. I can give myself whatever permissions needed. Am I missing
> that step? I though root had unlimited privilege to the DB.
> 
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Sent: Monday, April 21, 2008 2:28 PM
> To: Trenton Taylor
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
>   Yep. Access to DataBases for the purpose of altering them is
> always 
> limited. I had to have the permissions changed so I could run those 
> scripts, then change them back to whatever. I suggest you speak to
your 
> DBA and Unix technicians about this.
> 
> 
> Kenn
> LBNL
> 
> On 4/21/2008 1:45 PM, Trenton Taylor wrote:
>> Well now you nailed down exactly what my issue is. I don't have the
> "My
>> Tickets" or "Unowned Tickets" in the options. When I try to run the 3
>> upgrade scripts, I get the following:
>>
>> 1. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action schema
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has
no
>> database
>> password, just press return.
>>
>> Password:
>> Creating database schema.
>> Problem with statement:
>>
>>
>> CREATE TABLE Attachments (
>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>   TransactionId integer NOT NULL  ,
>>   Parent integer NOT NULL DEFAULT 0  ,
>>   MessageId varchar(160) NULL  ,
>>   Subject varchar(255) NULL  ,
>>   Filename varchar(255) NULL  ,
>>   ContentType varchar(80) NULL  ,
>>   ContentEncoding varchar(80) NULL  ,
>>   Content LONGTEXT NULL  ,
>>   Headers LONGTEXT NULL  ,
>>   Creator integer NOT NULL DEFAULT 0  ,
>>   Created DATETIME NULL  ,
>>   PRIMARY KEY (id)
>> ) TYPE=InnoDB
>> Table 'Attachments' already exists at
> /opt/rt3.6/sbin/rt-setup-database
>> line 220,  line 464.
>>
>> 2. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action acl
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has
no
>> database
>> password, just press return.
>>
>> Password:
>> Done setting up database ACLs.
>>
>> 3. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action insert
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has
no
>> database
>> password, just press return.
>>
>> Password:
>> Use of uninitialized value in concatenation (.) or string at
>> /opt/rt3.6/sbin/rt-setup-database line 164,  line 1.
>> [Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC
(@INC
>> contains: /opt/rt3/lib /opt/rt3/local/lib
>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>> /usr/lib/perl5/site_perl
>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib

Re: [rt-users] RT not generating email for CCs/AdminCCs

[Thierry Thelliez]

I must be missing something...I added a simple scrip:

Condition: On Resolve
Action: Notify Other Recipients
Template: Global template: Resolved
Stage: TransactionCreate


And there is still no emails going out for CCs. Do I need special
rights? I played with adding Watcher rights to Everybody and
Unpriviledges but no luck.

Thanks for any help.
Thierry
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Re: [rt-users] RT not generating email for CCs/AdminCCs

[Thierry Thelliez]

This is strange. About the scrip, the log says:

No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:278)

But I did enter an email address in the CC field.


Thierry
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Re: [rt-users] Timer for TimeWorked

[Aaron Sallade]

Also,

 

The function "display" is self referencing, but I see nothing that calls
it the first time. Maybe an onload event is needed?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]  



From: Greg Evans [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 21, 2008 2:36 PM
To: 'RT Users'
Subject: [rt-users] Timer for TimeWorked

 

Hello all,

I am attempting to implement a timer for the "TimeWorked" field so that
technicians do not have to manually enter the time worked on each ticket
(from creation to close). I have created two timers, one in perl and one
in javascript (ok, I borrowed the one in javascript). They both work
just fine when tested. The Javascript one works on a webpage, and the
perl one works from the CLI. 

I cannot, for the life of me, make either one work with RT.  The code is
below. It probably could be done better, but hey I didn't write the
code, just borrowed it:







The HTML part:



...

<&|/l&>Worked: 


I put all of this into /opt/rt3/local/html/Ticket/Update.html and was
hoping to do something Similar in Create.html 

Any ideas and any help appreciated

Regards,

Greg Evans

Hood Canal Communications

(360) 898-2481 ext.212 

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Re: [rt-users] Categories not showing when I log in ...

[LDB]

On Apr 21, 2008, at 5:17 PM, Emmanuel Lacour wrote:
> On Mon, Apr 21, 2008 at 05:15:07PM -0400, LDB wrote:
>> With the upgrade to 3.6.6 I am not seeing anything listed for  
>> "Highest
>> priority tickets that I own"
>> and "longest neglected high priority tickets that I own", and there
>> are no "Top closers".
>>
>> Any ideas what I am missing?
>>
>
> Did you did a "make testdeps" before upgrade ?
>
> Maybe you're missing some dependencies (SearchBuilder, ...) versions ?
>


It stated everything was found ... Are there any configurables that  
could
cause this issue?

LDB
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Re: [rt-users] Categories not showing when I log in ...

[LDB]

On Apr 21, 2008, at 5:17 PM, Emmanuel Lacour wrote:
> On Mon, Apr 21, 2008 at 05:15:07PM -0400, LDB wrote:
>> With the upgrade to 3.6.6 I am not seeing anything listed for  
>> "Highest
>> priority tickets that I own"
>> and "longest neglected high priority tickets that I own", and there
>> are no "Top closers".
>>
>> Any ideas what I am missing?
>>
>
> Did you did a "make testdeps" before upgrade ?
>
> Maybe you're missing some dependencies (SearchBuilder, ...) versions ?
>


It stated everything was found ... Are there any configurables that  
could
cause this issue?

LDB
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Re: [rt-users] Timer for TimeWorked

[Aaron Sallade]

When you go to the page in RT and view source from your browser, is the
javascript intact, and is it referencing the correct field name? Also,
it looks like you are missing a bracket after "else" in your code.

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]  



From: Greg Evans [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 21, 2008 2:36 PM
To: 'RT Users'
Subject: [rt-users] Timer for TimeWorked

 

Hello all,

I am attempting to implement a timer for the "TimeWorked" field so that
technicians do not have to manually enter the time worked on each ticket
(from creation to close). I have created two timers, one in perl and one
in javascript (ok, I borrowed the one in javascript). They both work
just fine when tested. The Javascript one works on a webpage, and the
perl one works from the CLI. 

I cannot, for the life of me, make either one work with RT.  The code is
below. It probably could be done better, but hey I didn't write the
code, just borrowed it:







The HTML part:



...

<&|/l&>Worked: 


I put all of this into /opt/rt3/local/html/Ticket/Update.html and was
hoping to do something Similar in Create.html 

Any ideas and any help appreciated

Regards,

Greg Evans

Hood Canal Communications

(360) 898-2481 ext.212 

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Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script)

[Kenneth Crocker]

Trenton,


I don't know how MySQL is set up.


Kenn
LBNL

On 4/21/2008 2:31 PM, Trenton Taylor wrote:
> I'm running the script as root with the root password for the SQL
> database. I can give myself whatever permissions needed. Am I missing
> that step? I though root had unlimited privilege to the DB.
> 
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Sent: Monday, April 21, 2008 2:28 PM
> To: Trenton Taylor
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
>   Yep. Access to DataBases for the purpose of altering them is
> always 
> limited. I had to have the permissions changed so I could run those 
> scripts, then change them back to whatever. I suggest you speak to your 
> DBA and Unix technicians about this.
> 
> 
> Kenn
> LBNL
> 
> On 4/21/2008 1:45 PM, Trenton Taylor wrote:
>> Well now you nailed down exactly what my issue is. I don't have the
> "My
>> Tickets" or "Unowned Tickets" in the options. When I try to run the 3
>> upgrade scripts, I get the following:
>>
>> 1. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action schema
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has no
>> database
>> password, just press return.
>>
>> Password:
>> Creating database schema.
>> Problem with statement:
>>
>>
>> CREATE TABLE Attachments (
>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>   TransactionId integer NOT NULL  ,
>>   Parent integer NOT NULL DEFAULT 0  ,
>>   MessageId varchar(160) NULL  ,
>>   Subject varchar(255) NULL  ,
>>   Filename varchar(255) NULL  ,
>>   ContentType varchar(80) NULL  ,
>>   ContentEncoding varchar(80) NULL  ,
>>   Content LONGTEXT NULL  ,
>>   Headers LONGTEXT NULL  ,
>>   Creator integer NOT NULL DEFAULT 0  ,
>>   Created DATETIME NULL  ,
>>   PRIMARY KEY (id)
>> ) TYPE=InnoDB
>> Table 'Attachments' already exists at
> /opt/rt3.6/sbin/rt-setup-database
>> line 220,  line 464.
>>
>> 2. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action acl
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has no
>> database
>> password, just press return.
>>
>> Password:
>> Done setting up database ACLs.
>>
>> 3. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
>> --prompt-for-dba-password --action insert
>> In order to create or update your RT database,this script needs to
>> connect to your mysql instance on localhost as root.
>> Please specify that user's database password below. If the user has no
>> database
>> password, just press return.
>>
>> Password:
>> Use of uninitialized value in concatenation (.) or string at
>> /opt/rt3.6/sbin/rt-setup-database line 164,  line 1.
>> [Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC (@INC
>> contains: /opt/rt3/lib /opt/rt3/local/lib
>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
>> /usr/lib/perl5/site_perl
>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
>> /usr/lib/perl5/vendor_perl
> /usr/lib/perl5/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
>>  line 1.
>>  (/opt/rt3/lib/RT.pm:295)
>>
>>
>>
>> I obviously need to get through these scripts successfully in order to
>> have those options. 
>>
>> Any ideas?
>>
>> Trent
>>
>>
>>
>>
>>
>> -Original Message-
>> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
>> Sent: Monday, April 21, 2008 1:05 PM
>> To: Trenton Taylor
>> Cc: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>> etc/upgrade/3.5.1 script)
>>
>> Trenton,
>>
>>
>>  By webpage, do you mean the Homepage? In 3.6.4, the first time
>> any user 
>> signs on it will be blank. that's because the homepage settings (click
> 
>> "Edit" on the right of the "RT at a glance" tool bar (blue). Select
> what
>> you want to see and then click "home". After that, the homepage will 
>> come up with your selections every time. As to the DB 

[rt-users] problem with database: Duplicate entry

[Chris Campbell]

Hello,
I have had RT running for over 2 years now.  I recently (January) moved it
to a different server; the new one running Solaris 10, MySQL 5.1 and
Lighttpd.  It is RT 3.6.5.  After moving to the new server, we installed
RTx::AssetTracker, which we like.  However, about a week ago, RT stopped
taking requests.  It would respond to emails with a message saying:
Ticket could not be created due to an internal error

After some testing, I determined it was an issue with the database.  Rolling
MySQL back to a previous filesystem snapshot would allow RT to work again.
I found a snapshot from two weeks earlier that worked and rolled back to
that.  I tested RT again.  It worked.

Today it is not working again.  I tracked down some errors and found this:

2008-04-21 12:34:40: (mod_fastcgi.c.2570) FastCGI-stderr: DBD::mysql::st
execute failed: Duplicate entry '738' for key 1 at /u

sr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 505.

RT::Handle=HASH(0xa12a6a8) couldn't execute the query 'INSERT INTO Groups
(Domain, Type, Instance, id, Name, Description) VALU

ES (?, ?, ?, ?, ?, ?)' at
/usr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 518


In the MySQL DB, I find the following:


| 737 |  | SystemRolegroup for internal use |
RTx::AssetTracker::System-Role | Owner|0 |

| 738 |  | Pseudogroup for internal use |
RTx::AssetTracker::System-Role | Admin|0 |

| 739 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Admin|1 |

| 740 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Owner|1 |

| 741 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Admin|2 |

| 742 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Owner|2 |

| 743 | NULL | NULL |
RTx::AssetTracker::Asset-Role  | Admin|1 |

| 744 | NULL | NULL |
RTx::AssetTracker::Asset-Role  | Owner|1 |

| 745 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Admin|3 |

| 746 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Owner|3 |

| 747 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Admin|4 |

| 748 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Owner|4 |

| 749 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Admin|5 |

| 750 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Owner|5 |

| 751 | NULL | NULL |
RTx::AssetTracker::Asset-Role  | Admin|2 |

| 752 | NULL | NULL |
RTx::AssetTracker::Asset-Role  | Owner|2 |

| 753 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Admin|6 |

| 754 | NULL | NULL |
RTx::AssetTracker::Type-Role   | Owner|6 |

| 756 | User 755 | ACL equiv. for user 755  | ACLEquivalence
| UserEquiv|  755 |

| 757 | NULL | NULL | RT::Ticket-Role
 | Requestor|  153 |

| 758 | NULL | NULL | RT::Ticket-Role
 | Owner|  153 |

| 759 | NULL | NULL | RT::Ticket-Role
 | Cc   |  153 |

| 760 | NULL | NULL | RT::Ticket-Role
 | AdminCc  |  153 |

+-+--+--++--+--+

642 rows in set (0.00 sec)

So there is already a record with that ID.  What I'm wondering is, why is RT
trying to insert something into the database with that ID?  And what could
be done to fix this?


Thanks,

Chris
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[rt-users] Timer for TimeWorked

[Greg Evans]

Hello all,

I am attempting to implement a timer for the "TimeWorked" field so that
technicians do not have to manually enter the time worked on each ticket
(from creation to close). I have created two timers, one in perl and one in
javascript (ok, I borrowed the one in javascript). They both work just fine
when tested. The Javascript one works on a webpage, and the perl one works
from the CLI. 

I cannot, for the life of me, make either one work with RT.  The code is
below. It probably could be done better, but hey I didn't write the code,
just borrowed it:





The HTML part:


...
<&|/l&>Worked: 


I put all of this into /opt/rt3/local/html/Ticket/Update.html and was hoping
to do something Similar in Create.html 

Any ideas and any help appreciated

Regards,


Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

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Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script)

[Trenton Taylor]

I'm running the script as root with the root password for the SQL
database. I can give myself whatever permissions needed. Am I missing
that step? I though root had unlimited privilege to the DB.

-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 21, 2008 2:28 PM
To: Trenton Taylor
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,


Yep. Access to DataBases for the purpose of altering them is
always 
limited. I had to have the permissions changed so I could run those 
scripts, then change them back to whatever. I suggest you speak to your 
DBA and Unix technicians about this.


Kenn
LBNL

On 4/21/2008 1:45 PM, Trenton Taylor wrote:
> Well now you nailed down exactly what my issue is. I don't have the
"My
> Tickets" or "Unowned Tickets" in the options. When I try to run the 3
> upgrade scripts, I get the following:
> 
> 1. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action schema
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Creating database schema.
> Problem with statement:
> 
> 
> CREATE TABLE Attachments (
>   id INTEGER NOT NULL  AUTO_INCREMENT,
>   TransactionId integer NOT NULL  ,
>   Parent integer NOT NULL DEFAULT 0  ,
>   MessageId varchar(160) NULL  ,
>   Subject varchar(255) NULL  ,
>   Filename varchar(255) NULL  ,
>   ContentType varchar(80) NULL  ,
>   ContentEncoding varchar(80) NULL  ,
>   Content LONGTEXT NULL  ,
>   Headers LONGTEXT NULL  ,
>   Creator integer NOT NULL DEFAULT 0  ,
>   Created DATETIME NULL  ,
>   PRIMARY KEY (id)
> ) TYPE=InnoDB
> Table 'Attachments' already exists at
/opt/rt3.6/sbin/rt-setup-database
> line 220,  line 464.
> 
> 2. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action acl
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Done setting up database ACLs.
> 
> 3. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action insert
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Use of uninitialized value in concatenation (.) or string at
> /opt/rt3.6/sbin/rt-setup-database line 164,  line 1.
> [Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC (@INC
> contains: /opt/rt3/lib /opt/rt3/local/lib
> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
>  line 1.
>  (/opt/rt3/lib/RT.pm:295)
> 
> 
> 
> I obviously need to get through these scripts successfully in order to
> have those options. 
> 
> Any ideas?
> 
> Trent
> 
> 
> 
> 
> 
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Sent: Monday, April 21, 2008 1:05 PM
> To: Trenton Taylor
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
>   By webpage, do you mean the Homepage? In 3.6.4, the first time
> any user 
> signs on it will be blank. that's because the homepage settings (click

> "Edit" on the right of the "RT at a glance" tool bar (blue). Select
what
> 
> you want to see and then click "home". After that, the homepage will 
> come up with your selections every time. As to the DB upgrade, I'd 
> advise to run all three commands anyway, can't hurt.
> 
> 
> Kenn
> LBNL
> 
> On 4/21/2008 12:49 PM, Trenton Taylor wrote:
>> I tried running my old database (the one that installs with 3.4.5)
and
>> the webpage is blank after a user lo

Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script)

[Kenneth Crocker]

Trenton,


Yep. Access to DataBases for the purpose of altering them is always 
limited. I had to have the permissions changed so I could run those 
scripts, then change them back to whatever. I suggest you speak to your 
DBA and Unix technicians about this.


Kenn
LBNL

On 4/21/2008 1:45 PM, Trenton Taylor wrote:
> Well now you nailed down exactly what my issue is. I don't have the "My
> Tickets" or "Unowned Tickets" in the options. When I try to run the 3
> upgrade scripts, I get the following:
> 
> 1. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action schema
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Creating database schema.
> Problem with statement:
> 
> 
> CREATE TABLE Attachments (
>   id INTEGER NOT NULL  AUTO_INCREMENT,
>   TransactionId integer NOT NULL  ,
>   Parent integer NOT NULL DEFAULT 0  ,
>   MessageId varchar(160) NULL  ,
>   Subject varchar(255) NULL  ,
>   Filename varchar(255) NULL  ,
>   ContentType varchar(80) NULL  ,
>   ContentEncoding varchar(80) NULL  ,
>   Content LONGTEXT NULL  ,
>   Headers LONGTEXT NULL  ,
>   Creator integer NOT NULL DEFAULT 0  ,
>   Created DATETIME NULL  ,
>   PRIMARY KEY (id)
> ) TYPE=InnoDB
> Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database
> line 220,  line 464.
> 
> 2. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action acl
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Done setting up database ACLs.
> 
> 3. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action insert
> In order to create or update your RT database,this script needs to
> connect to your mysql instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password:
> Use of uninitialized value in concatenation (.) or string at
> /opt/rt3.6/sbin/rt-setup-database line 164,  line 1.
> [Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC (@INC
> contains: /opt/rt3/lib /opt/rt3/local/lib
> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
>  line 1.
>  (/opt/rt3/lib/RT.pm:295)
> 
> 
> 
> I obviously need to get through these scripts successfully in order to
> have those options. 
> 
> Any ideas?
> 
> Trent
> 
> 
> 
> 
> 
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Sent: Monday, April 21, 2008 1:05 PM
> To: Trenton Taylor
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
>   By webpage, do you mean the Homepage? In 3.6.4, the first time
> any user 
> signs on it will be blank. that's because the homepage settings (click 
> "Edit" on the right of the "RT at a glance" tool bar (blue). Select what
> 
> you want to see and then click "home". After that, the homepage will 
> come up with your selections every time. As to the DB upgrade, I'd 
> advise to run all three commands anyway, can't hurt.
> 
> 
> Kenn
> LBNL
> 
> On 4/21/2008 12:49 PM, Trenton Taylor wrote:
>> I tried running my old database (the one that installs with 3.4.5) and
>> the webpage is blank after a user logs in.
>>
>> If I skip the Schema and run the Insert, I get:
>>
>> Use of uninitialized value in concatenation (.) or string at
>> /opt/rt3.6/sbin/rt-setup-database line 164,  line 1.
>> [Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC (@INC
>> contains: /opt/rt3/lib /opt/rt3/local/lib
>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>> /usr/lib/perl5/site_perl/5.8.4/i386-

Re: [rt-users] Categories not showing when I log in ...

[Emmanuel Lacour]

On Mon, Apr 21, 2008 at 05:15:07PM -0400, LDB wrote:
> With the upgrade to 3.6.6 I am not seeing anything listed for "Highest  
> priority tickets that I own"
> and "longest neglected high priority tickets that I own", and there  
> are no "Top closers".
> 
> Any ideas what I am missing?
> 

Did you did a "make testdeps" before upgrade ?

Maybe you're missing some dependencies (SearchBuilder, ...) versions ?

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[rt-users] Categories not showing when I log in ...

[LDB]

With the upgrade to 3.6.6 I am not seeing anything listed for "Highest  
priority tickets that I own"
and "longest neglected high priority tickets that I own", and there  
are no "Top closers".

Any ideas what I am missing?

Thanks,

LDB
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[rt-users] Still struggling with mail that worked that doesn't now

[Judy Illeman Gaukel]

 Still trying to track down why RT 3.6.3 broke, welcome any input.   Is 
help available?
 Here is "the Stack" -- found in my apache error log files (is there 
really a .pm  with no filename - just an extension??):
Following that, is my configuration.Sorry to not have posted these 
earlier.


113374  Can't locate RT/Action/.pm in @INC (@INC contains: 
/opt/csw/rt3/local/lib /opt/csw/rt3/lib /opt/csw/lib/perl5/site_perl/5.8.8/s
un4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 
/opt/csw/share/perl/5.8.8 /opt/csw/lib/perl/site_perl 
/opt/csw/share/perl/site_perl /o
pt/csw/lib/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ 
/opt/csw/apache/lib/perl) at (eval 1349) line 3.

113375
113376  Stack:
113377[(eval 1349):3]
113378[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113379[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113380[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113381[/opt/csw/rt3/lib/RT/Record.pm:1444]
113382[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113383[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113384[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113385[/opt/csw/rt3/share/html/Ticket/Update.html:137]
113386[/opt/csw/rt3/share/html/autohandler:292]
113387 
113388 
113389  Stack:

113390[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
113391[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113392[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113393[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113394[/opt/csw/rt3/lib/RT/Record.pm:1444]
113395[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113396[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113397[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113398[/opt/csw/rt3/share/html/Ticket/Update.html:137]
113399[/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
113400  [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 6 died. - 
Undefined subroutine &Scalar::Util::weaken called at 
/opt/csw/rt3/lib/RT/Action/Generic.pm line 107.
113401 
113402  Stack:

113403[/opt/csw/rt3/lib/RT/Action/Generic.pm:107]
113404[/opt/csw/rt3/lib/RT/Action/Generic.pm:79]
113405[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:177]
113406[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113407[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113408[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113409[/opt/csw/rt3/lib/RT/Record.pm:1444]
113410[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113411[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113412[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113413[/opt/csw/rt3/share/html/Ticket/Update.html:137]
113414[/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
113415  [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 1 died. - 
Require of RT::Action:: failed.
113416  Can't locate RT/Action/.pm in @INC (@INC contains: 
/opt/csw/rt3/local/lib /opt/csw/rt3/lib /opt/csw/lib/perl5/site_perl/5.8.8/s
un4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 
/opt/csw/share/perl/5.8.8 /opt/csw/lib/perl/site_perl 
/opt/csw/share/perl/site_perl /o
pt/csw/lib/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ 
/opt/csw/apache/lib/perl) at (eval 1360) line 3.
113417 
113418  Stack:

113419[(eval 1360):3]
113420[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113421[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113422[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113423[/opt/csw/rt3/lib/RT/Record.pm:1444]
113424[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113425[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113426[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113427[/opt/csw/rt3/share/html/Ticket/Update.html:137]
113428[/opt/csw/rt3/share/html/autohandler:292]
113429 
113430 
113431  Stack:

113432[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
113433[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113434[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113435[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113436[/opt/csw/rt3/lib/RT/Record.pm:1444]
113437[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441]
113438[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355]
113439[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82]
113440[/opt/csw/rt3/share/html/Ticket/Update.html:137]
113441[/opt/csw/rt3/share/html/autohandler:292] 
(/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479)
113442  [Thu Apr 17 19:42:16 2008] [error]: Scrip Prepare 7 died. - 
Require of RT::Action::rt-3.6.3-561-1208461336-1233 failed.

113443  syntax error at (eval 1300) line 1, near "require RT::Action::rt-"
113444 
113445 
113446  Stack:

113447[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175]
113448[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471]
113449[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237]
113450[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171]
113451[/opt/csw/rt3/lib/RT/Record.pm:1444]
113452[/opt/csw/rt3/lib

Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script)

[Trenton Taylor]

Well now you nailed down exactly what my issue is. I don't have the "My
Tickets" or "Unowned Tickets" in the options. When I try to run the 3
upgrade scripts, I get the following:

1. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
--prompt-for-dba-password --action schema
In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Creating database schema.
Problem with statement:


CREATE TABLE Attachments (
  id INTEGER NOT NULL  AUTO_INCREMENT,
  TransactionId integer NOT NULL  ,
  Parent integer NOT NULL DEFAULT 0  ,
  MessageId varchar(160) NULL  ,
  Subject varchar(255) NULL  ,
  Filename varchar(255) NULL  ,
  ContentType varchar(80) NULL  ,
  ContentEncoding varchar(80) NULL  ,
  Content LONGTEXT NULL  ,
  Headers LONGTEXT NULL  ,
  Creator integer NOT NULL DEFAULT 0  ,
  Created DATETIME NULL  ,
  PRIMARY KEY (id)
) TYPE=InnoDB
Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database
line 220,  line 464.

2. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
--prompt-for-dba-password --action acl
In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Done setting up database ACLs.

3. [EMAIL PROTECTED] ~]# /opt/rt3.6/sbin/rt-setup-database --dba root
--prompt-for-dba-password --action insert
In order to create or update your RT database,this script needs to
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Use of uninitialized value in concatenation (.) or string at
/opt/rt3.6/sbin/rt-setup-database line 164,  line 1.
[Mon Apr 21 20:12:58 2008] [crit]: Can't locate /content in @INC (@INC
contains: /opt/rt3/lib /opt/rt3/local/lib
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
 line 1.
 (/opt/rt3/lib/RT.pm:295)



I obviously need to get through these scripts successfully in order to
have those options. 

Any ideas?

Trent





-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 21, 2008 1:05 PM
To: Trenton Taylor
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,


By webpage, do you mean the Homepage? In 3.6.4, the first time
any user 
signs on it will be blank. that's because the homepage settings (click 
"Edit" on the right of the "RT at a glance" tool bar (blue). Select what

you want to see and then click "home". After that, the homepage will 
come up with your selections every time. As to the DB upgrade, I'd 
advise to run all three commands anyway, can't hurt.


Kenn
LBNL

On 4/21/2008 12:49 PM, Trenton Taylor wrote:
> I tried running my old database (the one that installs with 3.4.5) and
> the webpage is blank after a user logs in.
> 
> If I skip the Schema and run the Insert, I get:
> 
> Use of uninitialized value in concatenation (.) or string at
> /opt/rt3.6/sbin/rt-setup-database line 164,  line 1.
> [Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC (@INC
> contains: /opt/rt3/lib /opt/rt3/local/lib
> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_per

Re: [rt-users] Best way to track tickets related to an rtfm article?

[Steve Seremeth]

Ok, so I answered some of my own question.  After much testing, I have 
determined that:

If you are on the "Resolve ticket" screen (i.e. 
Update.html?Action=Respond&DefaultStatus=resolved&id=X), the page 
includes a hidden form field named aptly "-RefersTo".

* If you choose an RTFM article from the drop-down menu, click the
  "Go" button, the text box does get populated with the text of your
  RTFM custom article, but the value of the hidden field does not
  change, NOT establishing a relationship from this ticket to the
  RTFM article.
* If you search in the field labeled "Search for RTFM articles
  matching" and click the "Go" button, then click the "Go" button
  next to the subject of a matching RTFM article, the hidden field
  DOES get populated, with text looking something like:
  "fsck.com-rtfm://mydomain.com/article/", which, of
  course, establishes the relationship between the ticket and the
  RTFM article when you post your response using the "Update Ticket"
  button.
* For completeness, if you use the "Include RTFM article:" field, it
  also does NOT populate the hidden RefersTo field.

Not sure if this qualifies as a bug, but it sure seems like one, since 
the middle process ends in what I would expect (and hope for!) so that 
we could report out on numbers of tickets resolved with the same canned 
response -- another easy way of seeing how frequently a given problem is 
causing our team a headache.  I would expect that using an RTFM by any 
of the three means would end in tying the response to the RTFM article 
via the RefersTo field.

Along these same lines -- can someone point me to something that would 
allow me to change the formatting of responses such that RTFM articles 
aren't always included at the top of the response?  This is especially 
important when there is the initial user inquiry and respondant's 
signature below.

Thanks for any insights here.  I am happy to document any 
improvements/changes we end up making for the next person.

Steve
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[rt-users] 500: Internal Server Errors and RT/Mason.pm

[Josh Frome]

Hello everyone,

 I am experiencing a perplexing problem trying to install 3.6.6.  I am 
getting the "Can't locate RT/Mason.pm in @INC" error in my httpd logs, and a 
500- Internal Server Error.  I have made sure to include "PerlRequire 
/opt/rt3/bin/webmux.pl" in httpd conf.  I'm at a loss as to how to continue 
troubleshooting this.  Below, I have attached some logs.  Does anyone have any 
pointers for troubleshooting this some more?


Josh--
(logs below)

from httpd error_log:

[Mon Apr 21 14:08:27 2008] [error] [client hostname] failed to resolve handler 
`RT::Mason': Can't locate RT/Mason.pm in @INC (@INC contains: 
/opt/rt3/local/lib /opt/rt3/lib 
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 
/usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line 3.\n


HTML::Mason appears to be installed:

# find / -name Mason.pm
/usr/share/doc/perl-HTML-Mason-1.37/eg/MyApp/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.8/HTTP/Server/Simple/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.8/Bundle/HTML/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason.pm

failed to resolve handler `RT::Mason': Can't locate RT/Mason.pm in @INC (@INC 
contains: 
/opt/rt3/local/lib 
/opt/rt3/lib
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.8 
/usr/lib/perl5/site_perl/5.8.7 
/usr/lib/perl5/site_perl/5.8.6 
/usr/lib/perl5/site_perl/5.8.5 
/usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.8 
/usr/lib/perl5/vendor_perl/5.8.7 
/usr/lib/perl5/vendor_perl/5.8.6 
/usr/lib/perl5/vendor_perl/5.8.5 
usr/lib/perl5/vendor_perl 
/usr/lib/perl5/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/5.8.8 

. /etc/httpd) at (eval 210) line 3.\n



from httpd.conf:PerlRequire /opt/rt3/bin/webmux.pl

# VirtualHost configuration for RT 3.6.6


 ServerName servername
 DocumentRoot /opt/rt3/share/html
 AddDefaultCharset UTF-8
 
 LogLevel debug
 ErrorLog  /var/log/httpd/servername/error_log
 TransferLog /var/log/httpd/servername/access_log
 
 PerlModule Apache::DBI
 PerlRequire /opt/rt3/bin/webmux.pl
 
 

 SetHandler default
 
 
  
  Order allow,deny
  Allow from all
  Options All
  AllowOverride all
 
  SetHandler perl-script
  PerlHandler RT::Mason
  
  
 
 
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Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script)

[Kenneth Crocker]

Trenton,


By webpage, do you mean the Homepage? In 3.6.4, the first time any user 
signs on it will be blank. that's because the homepage settings (click 
"Edit" on the right of the "RT at a glance" tool bar (blue). Select what 
you want to see and then click "home". After that, the homepage will 
come up with your selections every time. As to the DB upgrade, I'd 
advise to run all three commands anyway, can't hurt.


Kenn
LBNL

On 4/21/2008 12:49 PM, Trenton Taylor wrote:
> I tried running my old database (the one that installs with 3.4.5) and
> the webpage is blank after a user logs in.
> 
> If I skip the Schema and run the Insert, I get:
> 
> Use of uninitialized value in concatenation (.) or string at
> /opt/rt3.6/sbin/rt-setup-database line 164,  line 1.
> [Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC (@INC
> contains: /opt/rt3/lib /opt/rt3/local/lib
> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
> /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi
> /usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
>  line 1.
>  (/opt/rt3/lib/RT.pm:295)
> 
> 
> 
> Thanks for the help ... Any more ideas?
> 
> 
> 
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Sent: Monday, April 21, 2008 12:38 PM
> To: Trenton Taylor
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
> 
>   What I found was that I didn't need to BUILD the schema, just
> upgrade 
> it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1), 
> which were:
> 
>   1) action schema
>   2) action acl
>   3) action insert
> 
>   Turns out, the only one that did anything was action insert. The
> DB 
> changes due to 3.5.1 do not really change any schema design or major 
> stuff like that, it merely adds two new queries (10 unowned & my 
> tickets) as default and updates the privileges so they can be used. I 
> actually upgraded and forgot to run the DB upgrade part and RT worked 
> fine, except those two queries were NOT listed or available. I ran the 
> three actions and those two queries were available for home page 
> selection. I'm not familiar with how MySQL works as a database (in terms
> 
> of schema changes) so perhaps it requires a rebuild. Here's what I used 
> as my commands:
> 
>   1) Typed
> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
> -dba rtadm -prompt-for-dba-password -action schema -datadir 
> etc/upgrade/[3.5.1]"  as one line.
>   2) Typed
> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
> -dba rtadm -prompt-for-dba-password -action acl -datadir 
> etc/upgrade/[3.5.1]"  as one line.
>   3) Typed
> "/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
> -dba rtadm -prompt-for-dba-password -action insert -datadir 
> etc/upgrade/[3.5.1]"  as one line.
> 
>   Hope this helps.
> 
> Kenn
> LBNL
> 
> On 4/21/2008 12:10 PM, Trenton Taylor wrote:
>> Nope ... 
>>
>> Still no upgraded DB. We use Mysql.
>>
>> I am basically running a new instance of RT and an additional archive
> DB
>> now. We don't have many tickets on the new DB so I could easily delete
>> them if someone could explain to me what is going wrong with the
> upgrade
>> script.
>>
>> Kenn ... what did your upgrade command look like? Anything different
>> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
>> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
>>
>> Thanks in advance to anyone who helps out ...
>>
>> Trent
>>
>> -Original Message-
>> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
>> Sent: Monday, April 21, 2008 12:02 PM
>> To: Trenton Taylor
>> Cc: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
>> etc/upgrade/3.5.1 script)
>>
>> Trenton,
>>
>>
>>  Did you get an answer to this? I just finished the same upgrade.
>> We use 
>> Oracle.
>>
>> Kenn
>> LBNL
>>
>> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>>
>>>  
>>>
>>> # command:
>>>
>>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>>> etc/upgrade/3.5.1 --dba root --promp

Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script)

[Trenton Taylor]

I tried running my old database (the one that installs with 3.4.5) and
the webpage is blank after a user logs in.

If I skip the Schema and run the Insert, I get:

Use of uninitialized value in concatenation (.) or string at
/opt/rt3.6/sbin/rt-setup-database line 164,  line 1.
[Mon Apr 21 19:45:31 2008] [crit]: Can't locate /content in @INC (@INC
contains: /opt/rt3/lib /opt/rt3/local/lib
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/5.8.6 .) at /opt/rt3.6/sbin/rt-setup-database line 464,
 line 1.
 (/opt/rt3/lib/RT.pm:295)



Thanks for the help ... Any more ideas?



-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 21, 2008 12:38 PM
To: Trenton Taylor
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,



What I found was that I didn't need to BUILD the schema, just
upgrade 
it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1), 
which were:

1) action schema
2) action acl
3) action insert

Turns out, the only one that did anything was action insert. The
DB 
changes due to 3.5.1 do not really change any schema design or major 
stuff like that, it merely adds two new queries (10 unowned & my 
tickets) as default and updates the privileges so they can be used. I 
actually upgraded and forgot to run the DB upgrade part and RT worked 
fine, except those two queries were NOT listed or available. I ran the 
three actions and those two queries were available for home page 
selection. I'm not familiar with how MySQL works as a database (in terms

of schema changes) so perhaps it requires a rebuild. Here's what I used 
as my commands:

1) Typed
"/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
-dba rtadm -prompt-for-dba-password -action schema -datadir 
etc/upgrade/[3.5.1]"  as one line.
2) Typed
"/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
-dba rtadm -prompt-for-dba-password -action acl -datadir 
etc/upgrade/[3.5.1]"  as one line.
3) Typed
"/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
-dba rtadm -prompt-for-dba-password -action insert -datadir 
etc/upgrade/[3.5.1]"  as one line.

Hope this helps.

Kenn
LBNL

On 4/21/2008 12:10 PM, Trenton Taylor wrote:
> Nope ... 
> 
> Still no upgraded DB. We use Mysql.
> 
> I am basically running a new instance of RT and an additional archive
DB
> now. We don't have many tickets on the new DB so I could easily delete
> them if someone could explain to me what is going wrong with the
upgrade
> script.
> 
> Kenn ... what did your upgrade command look like? Anything different
> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
> 
> Thanks in advance to anyone who helps out ...
> 
> Trent
> 
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Sent: Monday, April 21, 2008 12:02 PM
> To: Trenton Taylor
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
>   Did you get an answer to this? I just finished the same upgrade.
> We use 
> Oracle.
> 
> Kenn
> LBNL
> 
> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>
>>  
>>
>> # command:
>>
>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>
>>  
>>
>> But I am getting this error:
>>
>>  
>>
>> #:
>>
>> Creating database schema.
>>
>> Problem with statement:
>>
>>  
>>
>>  
>>
>> CREATE TABLE Attachments (
>>
>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>
>>   TransactionId integer NOT NULL  ,
>>
>>   Parent integer NOT NULL DEFAULT 0  ,
>>
>>   MessageId varchar(160) NULL  ,
>>
>>   Subject varchar(255) NULL  ,
>>
>>   Filename varchar(255) NULL  ,
>>
>>   ContentType varchar(80) NULL  ,
>>
>>   ContentEncoding varchar(80) NULL  ,
>>
>>   Content LONGTEXT NULL  ,
>>
>>   Headers LONGTEXT NULL  ,
>>
>>   Creator integer NOT NULL DEFAULT 0  ,
>>
>>   Created DATETIME NULL  ,
>>
>>   PRIM

Re: [rt-users] Can a user add a dependency on a ticket he does not have access to?

[Jean-Sebastien Morisset]

On Mon, Apr 21, 2008 at 11:08:53PM +0400, Ruslan Zakirov wrote:
> $StrictLinkACL in the config

Excellent! I had the same problem and was following this thread for a
possible solution.

Thanks!
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <[EMAIL PROTECTED]>
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Re: [rt-users] Custom Fields Transactions

[Kenneth Crocker]

Carlos,


I use the following "User-Defined" condition to execute based on a 
change to a CF:

# condition execution on value of CF QA Approved and if the approver ID
# is not the owner ID

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 => "QA Approved");
  return 0 unless $cf->id;
  if  ($trans->Field == $cf->id &&
   $trans->NewValue eq "Yes")
   {
return 1;
   }
 }

return 0;


This basically checks the CF "QA Approved" to see if the value is what 
I need before I execute. What I want it to do is in the cleanup area. 
Hope this helps.


Kenn
LBNL

On 4/21/2008 12:19 PM, Carlos Silva wrote:
> Hi all,
> 
> I'm trying to write a scrip to run with every transaction on tickets,
> but I only want it to really do what it's supposed to do when one or two
> custom fields change. My question is :
> 
> How can I see the old and new value of a ticket custom field on a
> transaction object so that I can do it during the prepare stage?
> 
> Thanks in advance,
> Carlos Silva
> 
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Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script)

[Kenneth Crocker]

Trenton,



What I found was that I didn't need to BUILD the schema, just upgrade 
it. In fact, there are 3 DB upgrade executions we did (due to 3.5.1), 
which were:

1) action schema
2) action acl
3) action insert

Turns out, the only one that did anything was action insert. The DB 
changes due to 3.5.1 do not really change any schema design or major 
stuff like that, it merely adds two new queries (10 unowned & my 
tickets) as default and updates the privileges so they can be used. I 
actually upgraded and forgot to run the DB upgrade part and RT worked 
fine, except those two queries were NOT listed or available. I ran the 
three actions and those two queries were available for home page 
selection. I'm not familiar with how MySQL works as a database (in terms 
of schema changes) so perhaps it requires a rebuild. Here's what I used 
as my commands:

1) Typed “/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
–dba rtadm –prompt-for-dba-password –action schema –datadir 
etc/upgrade/[3.5.1]”  as one line.
2) Typed “/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
–dba rtadm –prompt-for-dba-password –action acl –datadir 
etc/upgrade/[3.5.1]”  as one line.
3) Typed “/tools/bin/perl/apps/rt/rt-[3.6.4]/sbin/rt-setup-database 
–dba rtadm –prompt-for-dba-password –action insert –datadir 
etc/upgrade/[3.5.1]”  as one line.

Hope this helps.

Kenn
LBNL

On 4/21/2008 12:10 PM, Trenton Taylor wrote:
> Nope ... 
> 
> Still no upgraded DB. We use Mysql.
> 
> I am basically running a new instance of RT and an additional archive DB
> now. We don't have many tickets on the new DB so I could easily delete
> them if someone could explain to me what is going wrong with the upgrade
> script.
> 
> Kenn ... what did your upgrade command look like? Anything different
> than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
> --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)
> 
> Thanks in advance to anyone who helps out ...
> 
> Trent
> 
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Sent: Monday, April 21, 2008 12:02 PM
> To: Trenton Taylor
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
> etc/upgrade/3.5.1 script)
> 
> Trenton,
> 
> 
>   Did you get an answer to this? I just finished the same upgrade.
> We use 
> Oracle.
> 
> Kenn
> LBNL
> 
> On 4/17/2008 8:30 AM, Trenton Taylor wrote:
>> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
>>
>>  
>>
>> # command:
>>
>> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
>> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
>>
>>  
>>
>> But I am getting this error:
>>
>>  
>>
>> #:
>>
>> Creating database schema.
>>
>> Problem with statement:
>>
>>  
>>
>>  
>>
>> CREATE TABLE Attachments (
>>
>>   id INTEGER NOT NULL  AUTO_INCREMENT,
>>
>>   TransactionId integer NOT NULL  ,
>>
>>   Parent integer NOT NULL DEFAULT 0  ,
>>
>>   MessageId varchar(160) NULL  ,
>>
>>   Subject varchar(255) NULL  ,
>>
>>   Filename varchar(255) NULL  ,
>>
>>   ContentType varchar(80) NULL  ,
>>
>>   ContentEncoding varchar(80) NULL  ,
>>
>>   Content LONGTEXT NULL  ,
>>
>>   Headers LONGTEXT NULL  ,
>>
>>   Creator integer NOT NULL DEFAULT 0  ,
>>
>>   Created DATETIME NULL  ,
>>
>>   PRIMARY KEY (id)
>>
>> ) TYPE=InnoDB
>>
>> Table 'Attachments' already exists at
> /opt/rt3.6/sbin/rt-setup-database 
>> line 220,  line 464.
>>
>>  
>>
>>  
>>
>> Thanks in advance -
>>
>> Trent
>>
>>  
>>
>>
>> Important: The information contained in this e-mail message is 
>> confidential and is intended only for the named addressee(s). If the 
>> reader of this e-mail message is not an intended recipient (or the 
>> individual responsible for the delivery of this e-mail message to an 
>> intended recipient), please be advised that any re-use, dissemination,
> 
>> distribution or copying of this e-mail message is prohibited. If you 
>> have received this e-mail message in error, please reply to the sender
> 
>> that you have received the message in error and then delete it. Thank
> you.
>>
>>
> 
>> ___
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>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: [EMAIL PROTECTED]
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> Important: The information contained in this e-mail message is confidential 
> and is intended only for the named addressee(s). If the reader of this e-mail 
> message is not an intended recipient (or the individual responsible for the 
> delivery of this e-mail message to an intended recipient), please be advised 
> that any re-use, dissemination, distribution or copying of

[rt-users] Custom Fields containing HTML being rendered?!

[Simon Jester]

Hello everyone!

I recently began the process of switching over my users from a 3.6.3 RT 
frontend to a 3.6.5 frontend and discovered something that surprised me.

If I copy/paste in a packet which contains HTML, RT does it's best to render 
this data when displaying the contents of the custom field.  That doesn't 
happen in the 3.6.3 code, so something has been "tweaked" that I need to "un-
tweak".  :)


Doing a straight diff comparison of the Display.htm files shows that the code 
for that file was reorg'd past the point of my admittedly poor python/perl 
skills.

Is this behavior intentional?


sklutch

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Re: [rt-users] Default search results Order by?

[Kenneth Crocker]

Aaron,


Which default? A search result? A Default query?


Kenn
LBNL

On 4/21/2008 12:00 PM, Aaron Sallade wrote:
> Is there a way to set default Order By? RT defaults to Order By ID 
> ASCENDING, but I want to change it to Order By Priority DESCENDING.
> 
>  
> 
> Ideas?
> 
>  
> 
> Aaron Sallade'
> Application Manager
> PTSO of Washington
> //"Shared Technology for Community Health"///
> /(206) 613-8938 Desk
> (206) 521-8833 Main
> (206) 613-5078 Fax
> [EMAIL PROTECTED] 
> 
>  
> 
> 
> 
> 
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[rt-users] Custom Fields Transactions

[Carlos Silva]

Hi all,

I'm trying to write a scrip to run with every transaction on tickets,
but I only want it to really do what it's supposed to do when one or two
custom fields change. My question is :

How can I see the old and new value of a ticket custom field on a
transaction object so that I can do it during the prepare stage?

Thanks in advance,
Carlos Silva

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Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script)

[Trenton Taylor]

Nope ... 

Still no upgraded DB. We use Mysql.

I am basically running a new instance of RT and an additional archive DB
now. We don't have many tickets on the new DB so I could easily delete
them if someone could explain to me what is going wrong with the upgrade
script.

Kenn ... what did your upgrade command look like? Anything different
than mine? (/opt/rt3.6/sbin/rt-setup-database --action schema \
--datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password)

Thanks in advance to anyone who helps out ...

Trent

-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 21, 2008 12:02 PM
To: Trenton Taylor
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via
etc/upgrade/3.5.1 script)

Trenton,


Did you get an answer to this? I just finished the same upgrade.
We use 
Oracle.

Kenn
LBNL

On 4/17/2008 8:30 AM, Trenton Taylor wrote:
> I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
> 
>  
> 
> # command:
> 
> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
> 
>  
> 
> But I am getting this error:
> 
>  
> 
> #:
> 
> Creating database schema.
> 
> Problem with statement:
> 
>  
> 
>  
> 
> CREATE TABLE Attachments (
> 
>   id INTEGER NOT NULL  AUTO_INCREMENT,
> 
>   TransactionId integer NOT NULL  ,
> 
>   Parent integer NOT NULL DEFAULT 0  ,
> 
>   MessageId varchar(160) NULL  ,
> 
>   Subject varchar(255) NULL  ,
> 
>   Filename varchar(255) NULL  ,
> 
>   ContentType varchar(80) NULL  ,
> 
>   ContentEncoding varchar(80) NULL  ,
> 
>   Content LONGTEXT NULL  ,
> 
>   Headers LONGTEXT NULL  ,
> 
>   Creator integer NOT NULL DEFAULT 0  ,
> 
>   Created DATETIME NULL  ,
> 
>   PRIMARY KEY (id)
> 
> ) TYPE=InnoDB
> 
> Table 'Attachments' already exists at
/opt/rt3.6/sbin/rt-setup-database 
> line 220,  line 464.
> 
>  
> 
>  
> 
> Thanks in advance -
> 
> Trent
> 
>  
> 
> 
> Important: The information contained in this e-mail message is 
> confidential and is intended only for the named addressee(s). If the 
> reader of this e-mail message is not an intended recipient (or the 
> individual responsible for the delivery of this e-mail message to an 
> intended recipient), please be advised that any re-use, dissemination,

> distribution or copying of this e-mail message is prohibited. If you 
> have received this e-mail message in error, please reply to the sender

> that you have received the message in error and then delete it. Thank
you.
> 
> 
>

> 
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> 
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> Commercial support: [EMAIL PROTECTED]
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



Important: The information contained in this e-mail message is confidential and 
is intended only for the named addressee(s). If the reader of this e-mail 
message is not an intended recipient (or the individual responsible for the 
delivery of this e-mail message to an intended recipient), please be advised 
that any re-use, dissemination, distribution or copying of this e-mail message 
is prohibited. If you have received this e-mail message in error, please reply 
to the sender that you have received the message in error and then delete it. 
Thank you. 

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Re: [rt-users] Can a user add a dependency on a ticket he does not have access to?

[Ruslan Zakirov]

$StrictLinkACL in the config

On Mon, Apr 14, 2008 at 9:48 PM, lgrella <[EMAIL PROTECTED]> wrote:
>
>  I am trying to figure out why a users who owns a ticket in a certain queue is
>  not able to add a dependency to that ticket which is a ticket in another
>  queue which he does not have access. This is how our RT is set up...
>  All users can see all queues, but not the tickets within those queues. 2 of
>  my queues are Content and IT Support. A user has read and write access to
>  the Content queue and owns a ticket in the content queue. He wants to add a
>  dependency of a ticket from the IT support queue to his ticket, but does not
>  have read or write access to IT support. When he tries to add the ticket as
>  a link to his ticket, he gets an error that his permission is denied. How
>  can I set this up so that he does not see the ticket, but can add it as a
>  link in his own ticket for a dependency?
>
>  Thanks,
>  Laura
>  --
>  View this message in context: 
> http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16681215.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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>



-- 
Best regards, Ruslan.
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[rt-users] Default search results Order by?

[Aaron Sallade]

Is there a way to set default Order By? RT defaults to Order By ID
ASCENDING, but I want to change it to Order By Priority DESCENDING.

 

Ideas?

 

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
[EMAIL PROTECTED]

 

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Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (via etc/upgrade/3.5.1 script)

[Kenneth Crocker]

Trenton,


Did you get an answer to this? I just finished the same upgrade. We use 
Oracle.

Kenn
LBNL

On 4/17/2008 8:30 AM, Trenton Taylor wrote:
> I’m trying to upgrade my RT system from 3.4.5 to 3.6.4 via:
> 
>  
> 
> # command:
> 
> /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir 
> etc/upgrade/3.5.1 --dba root --prompt-for-dba-password
> 
>  
> 
> But I am getting this error:
> 
>  
> 
> #:
> 
> Creating database schema.
> 
> Problem with statement:
> 
>  
> 
>  
> 
> CREATE TABLE Attachments (
> 
>   id INTEGER NOT NULL  AUTO_INCREMENT,
> 
>   TransactionId integer NOT NULL  ,
> 
>   Parent integer NOT NULL DEFAULT 0  ,
> 
>   MessageId varchar(160) NULL  ,
> 
>   Subject varchar(255) NULL  ,
> 
>   Filename varchar(255) NULL  ,
> 
>   ContentType varchar(80) NULL  ,
> 
>   ContentEncoding varchar(80) NULL  ,
> 
>   Content LONGTEXT NULL  ,
> 
>   Headers LONGTEXT NULL  ,
> 
>   Creator integer NOT NULL DEFAULT 0  ,
> 
>   Created DATETIME NULL  ,
> 
>   PRIMARY KEY (id)
> 
> ) TYPE=InnoDB
> 
> Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database 
> line 220,  line 464.
> 
>  
> 
>  
> 
> Thanks in advance –
> 
> Trent
> 
>  
> 
> 
> Important: The information contained in this e-mail message is 
> confidential and is intended only for the named addressee(s). If the 
> reader of this e-mail message is not an intended recipient (or the 
> individual responsible for the delivery of this e-mail message to an 
> intended recipient), please be advised that any re-use, dissemination, 
> distribution or copying of this e-mail message is prohibited. If you 
> have received this e-mail message in error, please reply to the sender 
> that you have received the message in error and then delete it. Thank you.
> 
> 
> 
> 
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Re: [rt-users] Can a user add a dependency on a ticket he does not have access to?

[Kenneth Crocker]

Igrella,


Sorry I took so long to respond, I've been on vacation. As to your 
situation, I think have "ModifyTicket" as a global right is dangerous, 
it just gives away too much of the store. I would suggest creating a 
group (call it XX-Support where xx equals the name of the queue) with 
these rights:
1) CommentOnTicket
2) CreateTicket
3) ModifyTicket
4) OwnTicket
5) ReplyToTicket
6) SeeQueue
7) SeeOutgoingEmail
8) ShowTicket
9) ShowTicketComments
10) TakeTicket
11) Watch


Now, this will give those responsible for the tickets in a particular 
queue (that's what the group is for) all the rights they need to deal 
with those tickets in a particular queue without giving away too much to 
the rest of the world (remove those rights from Global/Privileged). Just 
an idea. Hope it helps.


Kenn
LBNL

On 4/14/2008 3:31 PM, lgrella wrote:
> Thank you Kenneth. I did add the ModifyTicket right globally for all
> priveleged users and that worked. If it is only added onlyto the owner, then
> the owner can modify the ticket he owns, but not the other ticket that needs
> to be added as a dependency since the other ticket gets modified when it is
> added as a dependency.
> 
> 
> 
> Kenneth Crocker wrote:
>> Igrella,
>>
>>
>>  Have you tried giving the "ModifyTicket" right globally to the role 
>> "Owner"? Other than that and the "CreateTicket" & "SeeQueue" rights (to 
>> the target Queue), the person owning the ticket should certainly be able 
>> to do that. We've never encountered that problem. Interesting.
>>
>>
>> Kenn
>> LBNL
>>
>> On 4/14/2008 10:48 AM, lgrella wrote:
>>> I am trying to figure out why a users who owns a ticket in a certain
>>> queue is
>>> not able to add a dependency to that ticket which is a ticket in another
>>> queue which he does not have access. This is how our RT is set up...
>>> All users can see all queues, but not the tickets within those queues. 2
>>> of
>>> my queues are Content and IT Support. A user has read and write access to
>>> the Content queue and owns a ticket in the content queue. He wants to add
>>> a
>>> dependency of a ticket from the IT support queue to his ticket, but does
>>> not
>>> have read or write access to IT support. When he tries to add the ticket
>>> as
>>> a link to his ticket, he gets an error that his permission is denied. How
>>> can I set this up so that he does not see the ticket, but can add it as a
>>> link in his own ticket for a dependency?
>>>
>>> Thanks,
>>> Laura
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> 

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[rt-users] can users not be allowed to edit RT at a glance?

[Chad Adlawan]

Hello Everyone,

My first post on this list. Great community! And the archives have been very
helpful helping me find a way to do things like how to set default "RT at a
glance customizations" for all users, specially the "10 highest priority
tickets I own" part.

What I can't find anywhere though is how to set RT so that it will not allow
anyone to edit or customize "10 highest priority tickets I own".

Is there a way this can be done without manually tinkering with the code?

Best regards!
Chad
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Re: [rt-users] RT changing Status to Open from Resolved when sending Reply or Comment

[Gene LeDuc]

Hi John,

I ran into the same "resolved but no comments sent" issue.  I found that 
the stuff you type into the message box gets treated as a separate 
correspond transaction first, then the ticket gets resolved.  So I had my 
Resolved template look for an unsent correspondence and, if found, attach 
it to the resolved message.  I determine whether or not it has already been 
sent by comparing the last correspond with the last outgoing e-mail - if 
they're different then I include the last correspond content.  I have all 
default scrips disabled, so the correspond transaction doesn't send 
anything on its own.

Here's the guts of the template if you're interested.  It's probably much 
more complicated than it needs to be, but I was still pretty new at RT.  It 
works, so I won't be changing it anytime soon.

{ ### Tells user that ticket has been resolved
   my $MyName = "Template DNS:28 (Resolved)";
$RT::Logger->debug("$MyName (". $Transaction->Id . ") entered.");
   my $FromAddress = 'My Org <[EMAIL PROTECTED]>';
   my $ContactAddress = '[EMAIL PROTECTED]';
   my $OwnerName = $Ticket->OwnerObj->RealName;
   my $c_content;
   my $e_content;
   my $have_rmks;
   my $remarks;

   ### We won't include a comment if...
   ### - Last outgoing email content eq last correspond content (this means
   ###   that the content was already sent in an e-mail)
   ### - Last correspond attachment headers =~ /^Received/ (this means that
   ###   the correspond was an incoming e-mail)

   ### Get last Correspond
   my $Transactions = $Ticket->Transactions;
   $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
   $Transactions->OrderByCols (
  { FIELD => 'Created',  ORDER => 'DESC' },
  { FIELD => 'id', ORDER => 'DESC' },
   );
   my $CorrespondObj = $Transactions->First;

   ### Ignore last correspond if it has Received headers
   if ($CorrespondObj && $CorrespondObj->Id) {
 $c_content = $CorrespondObj->Content;
 chomp $c_content;
 $have_rmks = !$CorrespondObj->Attachments->First->GetHeader('Received');
#$RT::Logger->debug("$MyName: found correspondence: '$_content'") if 
$have_rmks;
   }

   ### Get last outgoing e-mail
   $Transactions = $Ticket->Transactions;
   $Transactions->Limit( FIELD => 'Type', VALUE => 'EmailRecord' );
   $Transactions->OrderByCols (
  { FIELD => 'Created',  ORDER => 'DESC' },
  { FIELD => 'id', ORDER => 'DESC' },
   );
   my $EmailObj = $Transactions->First;

   ### If there's a previous e-mail and it's the same as the previous 
correspond, ignore it
   if ($EmailObj && $EmailObj->Id) {
 $e_content = $EmailObj->Content;
 chomp $e_content;
 if ($c_content) {
   $have_rmks = 0 if $e_content eq $c_content;
   $have_rmks = 0 if $EmailObj->Id > $CorrespondObj->Id;
 }
   }

use Mail::Address;
   my $Cc = '';
   my $Bcc = '';
   if ( $have_rmks ) {
 my $attachment = $CorrespondObj->Attachments->First;
 my @cc_addrs = Mail::Address->parse($attachment->GetHeader('RT-Send-Cc'));
 my @bcc_addrs = 
Mail::Address->parse($attachment->GetHeader('RT-Send-Bcc'));
 foreach my $addr ( @cc_addrs ) {
   $Cc .= $addr->address . ", ";
 }
 $Cc .= $Ticket->QueueObj->Cc->MemberEmailAddressesAsString;
 $Cc =~ s/, $//;

 foreach my $addr ( @bcc_addrs ) {
   $Bcc .= $addr->address . ", ";
 }
 $Bcc .= $Ticket->QueueObj->AdminCc->MemberEmailAddressesAsString;
 $Bcc =~ s/, $//;
   }

   ### Set the remarks if applicable
   if ($have_rmks) {
 $remarks = "
Comments:

$c_content
";
#$RT::Logger->debug("$MyName: going to send comments: $remarks");
   }
   my $AddressGroup = "From: $FromAddress";
   $AddressGroup .= "\nCc: $Cc" if $Cc;
   $AddressGroup .= "\nBcc: $Bcc" if $Bcc;
   $OUT = "$AddressGroup
Subject: Action completed

The ticket that was opened for your request has been resolved by 
$OwnerName.  If you have any questions about this, you can contact the IT 
Security Office at $ContactAddress.
$remarks

Regards,
The ITSO Staff";

}


At 09:23 AM 4/21/2008, John  BORIS wrote:
>I remember this being a discussion thread a while back but searching the
>archives I couldn't find it. I found one thread from 2003 but it didn't
>address a resolution.
>
>I resolved a ticket and then noticed my auto reply to the requestor
>didn't include my resolution information. So I went back into RT and
>clicked reply to send a reply to the requester from RT. When I looked at
>the History I saw the Ticket was now Open and I had to reset it to
>Resolved. When I sent the reply there is a transaction that shows Ticket
>Status changing from Resolved to Open.
>
>
>Is there a fix for this? Or is this a correct way for this to work?
>
>TIA
>
>John J. Boris, Sr.
>JEN-A-SyS Administrator
>Archdiocese of Philadelphia
>
>"Remember! That light at the end of the tunnel
>Just might be the headlight of an oncoming train!"
>___
>http://lists.bestpractical.

[rt-users] RT changing Status to Open from Resolved when sending Reply or Comment

[John BORIS]

I remember this being a discussion thread a while back but searching the
archives I couldn't find it. I found one thread from 2003 but it didn't
address a resolution.

I resolved a ticket and then noticed my auto reply to the requestor
didn't include my resolution information. So I went back into RT and
clicked reply to send a reply to the requester from RT. When I looked at
the History I saw the Ticket was now Open and I had to reset it to
Resolved. When I sent the reply there is a transaction that shows Ticket
Status changing from Resolved to Open.


Is there a fix for this? Or is this a correct way for this to work?

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
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Re: [rt-users] RT not generating email for CCs/AdminCCs

[Drew Barnes]

For Scrip purposes, CC and BCC on the Ticket/Update.html page are 
considered Others.  You will want to use a Notify Others scrip on that 
queue.


Thierry Thelliez wrote:
> I think I have a similar issue trying to understand how the CC field
> works on the Resolve Ticket page.
>
> The Watchers CC and Watchers AdminCC work fine (after changing the
> default scrip #10). When a ticket is resolved they receive an email.
> Good.
>
> But my users also want to add email addresses 'on the fly' to a ticket
> resolution. Isn't it what this CC field is about? I am not talking
> about the Watcher CC.
>
> Watching the email server log shows that RT does not send anything to
> the CC field.
>
> (This is on RT 3.6.5 updated from 3.6.4).
>
> Thanks,
> Thierry
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Re: [rt-users] RT Virtual Appliance (on Proxmox VE - OpenVZ)

[Jesse Vincent]

On Apr 21, 2008, at 11:51 AM, Martin Maurer wrote:

Hi all,

We just released a virtualization platform (GPL licensed) http://pve.proxmox.com 
 .


On this platform, pre-build virtual appliance can be started within  
seconds as we use http://openvz.org  here. Please note, by using OS  
virtualization there is little overhead (just 1 to 3 % performance  
loss, really!) – this is absolutely the fastest technology for Linux  
server virtualization. (openVZ is the basis of Virtuozzo, the  
commercial market leader in the VPS market).


We are also building virtual appliances for the use in the  
enterprise, e.g. our own mail gateway, a web filter proxy (both are  
commercial) or a mediawiki appliance and many others will follow in  
the next months. (please note, Proxmox VE is beta, but this will  
change soon – subscribe here for updateshttp://pve.proxmox.com/wiki/Mailing_Lists 
 )


We use and love RT since years so we want to contribute also a RT  
appliance – I personally know a lot of companies who wants RT but  
they cannot install it – too difficult. We will solve this problem.


As we are a Debian focused company, we prefer  to build the  
appliance based on Debian Etch (32bit) and it should be using the  
stable RT packages, mysql or postgres (which database  is preferred?).


So I would be happy if anyone can comment our plans and give us  
feedback. Also I would appreciate feedback from Best Practical.




That's really excellent to hear. I'm quite looking forward to seeing  
this. With regard to Mysql/Pg: We're pretty flexible. Is one of them  
more better packaged for your platform already?


As a heads up, we have something we've been working on to ease RT  
installation, though it's not intended as competition against a fully  
virtualized solution. Shipwright, our new build and distribution  
system is designed to let us version and build RT and a full  
dependency chain (currently to "just above libc") and ship source and  
fully relocatable platform--specific binary distributions.


Virtualization fits into a different niche than what we're working on  
and I suspect that your work will be a better match for many  
organizations.  When do you expect people might be able to play with  
it? :)


Best,
Jesse





Thanks,

Best Regards,

Martin Maurer

[EMAIL PROTECTED]
http://www.proxmox.com


Proxmox Server Solutions GmbH
Kohlgasse 51/10, 1050 Vienna, Austria
Phone: +43 1 545 4497 11 Fax: +43 1 545 4497 22
Commercial register no.: FN 258879 f
Registration office: Handelsgericht Wien

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PGP.sig
Description: This is a digitally signed message part
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[rt-users] RT Virtual Appliance (on Proxmox VE - OpenVZ)

[Martin Maurer]

Hi all,

 

We just released a virtualization platform (GPL licensed)
http://pve.proxmox.com . 

 

On this platform, pre-build virtual appliance can be started within
seconds as we use http://openvz.org  here. Please note, by using OS
virtualization there is little overhead (just 1 to 3 % performance loss,
really!) - this is absolutely the fastest technology for Linux server
virtualization. (openVZ is the basis of Virtuozzo, the commercial market
leader in the VPS market). 

 

We are also building virtual appliances for the use in the enterprise,
e.g. our own mail gateway, a web filter proxy (both are commercial) or a
mediawiki appliance and many others will follow in the next months.
(please note, Proxmox VE is beta, but this will change soon - subscribe
here for updates http://pve.proxmox.com/wiki/Mailing_Lists ) 

 

We use and love RT since years so we want to contribute also a RT
appliance - I personally know a lot of companies who wants RT but they
cannot install it - too difficult. We will solve this problem.

 

As we are a Debian focused company, we prefer  to build the appliance
based on Debian Etch (32bit) and it should be using the stable RT
packages, mysql or postgres (which database  is preferred?).

 

So I would be happy if anyone can comment our plans and give us
feedback. Also I would appreciate feedback from Best Practical.

 

Thanks, 

 

Best Regards,

 

Martin Maurer

 

[EMAIL PROTECTED]

http://www.proxmox.com

 



Proxmox Server Solutions GmbH

Kohlgasse 51/10, 1050 Vienna, Austria

Phone: +43 1 545 4497 11 Fax: +43 1 545 4497 22

Commercial register no.: FN 258879 f

Registration office: Handelsgericht Wien

 

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Re: [rt-users] Issues configuring RT::Authen::ExternalAuth

[Mike Peachey]

Carlos J. Velez-Rivera wrote:
> I have followed a recent thread in the list to setup LDAP authentication 
> using 
> RT::Authen::ExternalAuth and it is kind of working, but the user doesn;t 
> actually get to use the system.  The system just leaves the user at the login 
> page and nothing happens.  Is it that I'm using a bad disabled account filter 
> or something?  
> 
> As an additional observation, I logged in as root after trying this out and 
> even though the logs say the account was created I could not find the user.
> 
> Here is the log I get when I try to login carlos.velez99:
> 


Your attr_map seems a little broken, although that shouldn't affect user 
creation. The cause of the problem seems related to this line:

[Sat Apr 19 22:19:46 2008] [info]: Autocreated authenticated user
carlos.velez99 (  )

The empty parenthesis at the end of this line is supposed to contain the 
principal ID for the newly created user, which means that user creation 
didn't succeed.

It's not clear what would cause that.

Perhaps if you provided your RT_SiteConfig.pm we might be better able to 
work out what's going on..

-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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