[rt-users] Rt3.8 package for debian
Hi, I'm about to try out the new rt3.8 on debian etch and saw that Emmanuel Lacour already built a package for it. Can I install rt3.8 directly by that package or is it only for the dependencies? On 1 Aug 2008, at 8:52 am, Emmanuel Lacour wrote: As I already said here, I made needed packages for etch here: http://rt.easter-eggs.org/debian/ this can help you ;) _ Br, Johan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] iCal in 3.8
On Thu, Aug 14, 2008 at 01:01, Jesse Vincent [EMAIL PROTECTED]wrote: On Aug 14, 2008, at 12:23 AM, Jerrad Pierce wrote: 3.8 seems to have pulled in the functionality from RTx::Calendar, and provides iCal feeds for tickets, but I can't figure out how to get the a feed for reminders (which must have dates, unlike tickets). Is this not implemented, or am I missing something? I don't believe it's ever been implemented. A patch would be lovely RTx's POD and source seem indicate it included reminders... I may try to patch, but from what I've seen the RT internals are a little hard to get one's head around; having to constrantly restart apache to flush the cache doesn't help either. -- Cambridge Energy Alliance: Save money the planet ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] iCal in 3.8
around; having to constrantly restart apache to flush the cache doesn't help either. Look at the $DevelMode configuration variable. It might make you happy. -- Cambridge Energy Alliance: Save money the planet ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] iCal in 3.8
On Aug 14, 2008, at 10:26 AM, Jerrad Pierce wrote: On Thu, Aug 14, 2008 at 01:01, Jesse Vincent [EMAIL PROTECTED] wrote: On Aug 14, 2008, at 12:23 AM, Jerrad Pierce wrote: 3.8 seems to have pulled in the functionality from RTx::Calendar, and provides iCal feeds for tickets, but I can't figure out how to get the a feed for reminders (which must have dates, unlike tickets). Is this not implemented, or am I missing something? I don't believe it's ever been implemented. A patch would be lovely RTx's POD and source seem indicate it included reminders... The module which was folded into 3.8 is actually RT-Extension-iCal You can find it in http://code.bestpractical.com/bps-public/RT-Extension-iCal Please note the code was changed to make it work in 3.8 and there have been significant changes between 3.8.0 and 3.8.1rc4 in the iCal code -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Queue renaming problem
Hi, I created a queue and later renamed it before any tickets were created in it. Now when any tickets *are* created in it, the old queue name is displayed in the edit page. Displaying the ticket shows the correct queue name. Searches display the correct queue name. It seems to be only the edit page that has this problem. Is this a known problem? I've attached a screenshot of the search results displaying the correct queue name, and the edit page displaying the incorrect (old) queue name. Thanks -scott inline: searchresults.pnginline: editbasics.png___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] iCal in 3.8
On Thu, Aug 14, 2008 at 10:35, Jesse Vincent [EMAIL PROTECTED]wrote: around; having to constrantly restart apache to flush the cache doesn't help either. Look at the $DevelMode configuration variable. It might make you happy. Okay, but is there any documentation on developing plugins? RTx::Calendar doesn't work out of the box on 3.8, presumably because it adds nothing to @Plugins... but doing so fails because the file layout does not match what RT expects.* However I have no real idea what expects as I cannot find any fully documented plugins and the only promising thread here is years old and points at non-existent wiki pages... * Adding 'RTx-Calendar' to @Plugins gets me the following message, which I don't think should happen: [Thu Aug 14 12:29:51 2008] [error] Can't call method crit on an undefined value at /opt/rt3/bin/../lib/RT.pm line 579.\nCompilation failed in require at (eval 2) line 1.\n -- Cambridge Energy Alliance: Save money the planet ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Queue renaming problem
Scott; Try logout then back in it may solve your problem, the queue list for SelectQueue is cached in session. Roy scott smith wrote: Hi, I created a queue and later renamed it before any tickets were created in it. Now when any tickets *are* created in it, the old queue name is displayed in the edit page. Displaying the ticket shows the correct queue name. Searches display the correct queue name. It seems to be only the edit page that has this problem. Is this a known problem? I've attached a screenshot of the search results displaying the correct queue name, and the edit page displaying the incorrect (old) queue name. Thanks -scott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8 New Installation, migrating existing 3.6 database
Hi everyone, I just installed a fresh copy of 3.8 (new server). It is up and running. I want to use the data in my existing 3.6.3 db on it. I dumped and copied my db over to the new server, I restored it. Good so far. I now want to update it to make sure its 3.8 friendly (though I can log in and view my old tickets on it now). I was looking through the upgrade docs and archives put I can't seem to get the upgrade working properly. When I try this: rt-setup-database --dba root --prompt-for-dba-password --action upgrade I get this: 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: Working with: Type: mysql Host: localhost Name: rt3 User: rt_user DBA:root Couldn't finish 'upgrade' step. ERROR: Couldn't read dir './etc/upgrade' with upgrade data I'm sure its something small I'm overlooking (I hope). Any advice would be great. Cheers! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Queue renaming problem
Scott, Queues are keyed by ID number, not name. The name field is merely a reference or related field. When a ticket points to a queue, it points to the id number and in your instance, that never changed. Searches, however, may have the selection criteria referring to a name and in that instance, the search needs to be changed.. It is probably your cache that needs to be refreshed. Hope this helps. Kenn LBNL On 8/14/2008 9:47 AM, scott smith wrote: Hi, I created a queue and later renamed it before any tickets were created in it. Now when any tickets *are* created in it, the old queue name is displayed in the edit page. Displaying the ticket shows the correct queue name. Searches display the correct queue name. It seems to be only the edit page that has this problem. Is this a known problem? I've attached a screenshot of the search results displaying the correct queue name, and the edit page displaying the incorrect (old) queue name. Thanks -scott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Missing directory in configuration link.
The links in the content area are missing /CustomFields when you navigate from the top menu in Configuration Global Custom Fields. The top menu final link is ok just the ones in the content area. MENU: /Admin/Global/CustomFields/Users.html CONTENT: /Admin/Global/Users.html This appears to be a session variable issue, it only happens when you navigate through the top menu and try to click one of the final links (users, groups, queues, tickets, ticket transactions) in the main window. If you navigate through the main window it appears to be ok. I believe I have posted something similar this before but it appears to only happen in the situation described above, perhaps as a result of the fix (which was top menu links not working). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Missing directory in configuration link.
On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote: The links in the content area are missing /CustomFields when you navigate from the top menu in Configuration Global Custom Fields. The top menu final link is ok just the ones in the content area. MENU: /Admin/Global/CustomFields/Users.html CONTENT: /Admin/Global/Users.html You don't say what version of RT you're running, but I'm not able to replicate this on rt3.fsck.com which is 3.8.1rc4 -kevin This appears to be a session variable issue, it only happens when you navigate through the top menu and try to click one of the final links (users, groups, queues, tickets, ticket transactions) in the main window. If you navigate through the main window it appears to be ok. I believe I have posted something similar this before but it appears to only happen in the situation described above, perhaps as a result of the fix (which was top menu links not working). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Missing directory in configuration link.
Kevin Falcone wrote: On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote: The links in the content area are missing /CustomFields when you navigate from the top menu in Configuration Global Custom Fields. The top menu final link is ok just the ones in the content area. MENU: /Admin/Global/CustomFields/Users.html CONTENT: /Admin/Global/Users.html You don't say what version of RT you're running, but I'm not able to replicate this on rt3.fsck.com which is 3.8.1rc4 -kevin This appears to be a session variable issue, it only happens when you navigate through the top menu and try to click one of the final links (users, groups, queues, tickets, ticket transactions) in the main window. If you navigate through the main window it appears to be ok. I believe I have posted something similar this before but it appears to only happen in the situation described above, perhaps as a result of the fix (which was top menu links not working). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Oops sorry, rt 3.8.1rc4/fastcgi Client: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.16) Gecko/20080702 Iceweasel/2.0.0.16 (Debian-2.0.0.16-0etch1). The links do work unless you navigate a certain way, It could only be my instance but when I click Configuration on the left then Global on top then Custom Fields on top, the links on top are ok but the ones below are missing that one directory. Curtis ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] API from Python?
Yes, one can (and should :-) use the REST interface from python. It
takes a fair bit of hacking around, and reading bin/rt.in and
html/REST/1.0/dhandler (which do a lot of things implicitly, making
them poor-to-wretched as documentation :-) Hopefully this will save
you some reverse engineering and let you get some simple tools off the
ground.
I use pycurl, mostly because our RT instance uses kerberos auth, and
pycurl actually handles that (otherwise I tend to prefer pure-python
approaches.)
Note also that all of this is based on 3.6.1, which is I think the
first release where the REST interface worked *at all* with Custom
Fields; I seem to recall the later 3.6's didn't improve on this, but
3.8.0 might (before you harp on how old that makes 3.6, recall that
there *wasn't* a 3.7...)
Searching is about as much of a pain as it is with searchbuilder; at
least in 3.6.1 (which we're still running), it fails in much the same
ways as well (I just discovered that we have a custom field with a
value of Won't fix and the REST interface can't match it - but
neither can the web interface :-}
A simple search is just a matter of doing a GET on:
query = urllib.quote(rawquery)
query_url = RT_RESTBASE + /search/ticket? + (format=%s % format) +
(query=%s % query)
format is l or s (depending on the output you want.) RT_RESTBASE
is your-site/rt/REST/1.0.
This particular code is in a tool called rt_list_mine, so:
rawquery = owner='[EMAIL PROTECTED]' % os.getenv(USER)
(if you aren't us, you need to change that, of course :-)
If I've given the optional --status argument,
rawquery = rawquery + AND 'CF.{Ticket Status}'=' + status + '
Note that that's a CF (custom field) - you can get sample syntax for
these strings by building a search in the webui and looking at the SQL
box (or just going to Advanced and cutpasting it from there.) The
important thing is that this goes through the urllib.quote above.
Just this past week I took another shot at this, which is why it's
fresh in mind: actually *updating* a ticket from python code is an
entirely different thing. First step is to clear your mind of the
idea that the ticket is a REST object. It's simply a url with an edit
method that lets you stuff a text representation of your fields into
the ticket. This is what the CLI does - as far as I can tell (since
it doesn't actually *work* with kerberos) it fetches the fields of the
ticket, lets you edit them, then posts them back to cause an update.
(At least as of 3.6.1, I don't see how this works, because with the
fields I'm using, it *appends* the posted data...)
Anyway, we have a simple svn-linkage where we have a custom field
which has a renderer that posts off to another service and gets back a
given revisions changed-files, log message, and link to svnweb. In
order to update that from the command line, I use this code:
def update_ticket(ticket, revision):
add a revision to a ticket
assert ticket, please supply a ticket number
assert revision, please supply a revision
# we don't actually need to *edit* the ticket like bin/rt does...
content = {
id: ticket/%s % ticket,
CF-Revisions: r%s % revision,
}
postcontent = \n.join([%s: %s % (k, v) for k, v in content.items()])
+ \n
status, res = basepost(make_rest_url(edit), [(content, postcontent)])
print status, res
if status != 200:
return res
basepost just posts to the url; it's using c.setopt(c.HTTPPOST, postdata)
underneath, which is a relatively new pycurl feature, thus the
list-of-fields structure of the argument (saves dealing with mime
encoding altogether.) make_rest_url just adds the given string to
RT_RESTBASE above, so that's posting to /rt/REST/1.0/edit. (In
theory, you can encode the ticket in the URL; in practice, using the
id field in the content made more sense.)
To get an idea what the fields are actually called (which isn't the
same as what they're displayed as in the UI), you can fetch a sample
ticket using the REST show interface (instead of the search interface
above) with a similar POST:
basepost(RT_RESTBASE + /ticket/show, [(id, 17747)])
In *theory* the output you get back could *all* be posted up using the
technique used in update_ticket. In practice, you'll get failures
like
* a field named CF-Release notes? will give you a Syntax Error
* you'll get complaints about LastUpdated: Immutable field which
you can ignore, since they don't prevent the update from going
through :-)
* there's some confusion about updating list fields; they'll come
back from a /ticket/show as having just commas in them, but that
will go away if you do any update through the web UI.
Hope this saves you some reverse engineering :-) I'd like to see a
more solid REST interface - ok, what I really want is an emacs mode,
like I had for PRMS/GNATS! - but my renewed patience for the perl
expired about halfway through implementing update_ticket above :-)
[rt-users] Error uploading pdf/doc/xls
Hi all, I was hoping someone could point me in a direction for figuring out this error: Can't locate object method binmode via package IO::File at /usr/lib/perl5/site_perl/5.8.5/MIME/Body.pm line 437. This occurs when trying to add a doc/pdf/xls/etc. to a ticket. Plain text works fine. We were previously able to upload pdfs without issue, this has suddenly popped up. Has anyone seen this or know a fix? Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Queue renaming problem
Kenneth Crocker wrote: Scott, Queues are keyed by ID number, not name. The name field is merely a reference or related field. When a ticket points to a queue, it points to the id number and in your instance, that never changed. Searches, Yeah, I thought as much however, may have the selection criteria referring to a name and in that instance, the search needs to be changed.. It is probably your cache that needs to be refreshed. Hope this helps. ...which explains everything :) Thanks -scott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Missing directory in configuration link.
Curtis Bruneau wrote: Kevin Falcone wrote: On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote: The links in the content area are missing /CustomFields when you navigate from the top menu in Configuration Global Custom Fields. The top menu final link is ok just the ones in the content area. MENU: /Admin/Global/CustomFields/Users.html CONTENT: /Admin/Global/Users.html You don't say what version of RT you're running, but I'm not able to replicate this on rt3.fsck.com which is 3.8.1rc4 -kevin This appears to be a session variable issue, it only happens when you navigate through the top menu and try to click one of the final links (users, groups, queues, tickets, ticket transactions) in the main window. If you navigate through the main window it appears to be ok. I believe I have posted something similar this before but it appears to only happen in the situation described above, perhaps as a result of the fix (which was top menu links not working). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Oops sorry, rt 3.8.1rc4/fastcgi Client: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.16) Gecko/20080702 Iceweasel/2.0.0.16 (Debian-2.0.0.16-0etch1). The links do work unless you navigate a certain way, It could only be my instance but when I click Configuration on the left then Global on top then Custom Fields on top, the links on top are ok but the ones below are missing that one directory. Curtis Ok I think I know the reason now, the links in the content area just have the File.html in the href='' but the link to the page from the top menu is /Admin/Global/CustomField and the bottom one is /Admin/Global/CustomField/index.html Basically thats how relative links work, there's no / at the end of the first url so it tries to look in .. because it thinks CustomField is a file not a Directory/. If i add a / to the end the links are ok, So the fix would probably to put the /index.html ahead of the top Custom Fields link, this is the brower behavior doing it. Sorry for the confusion. Curtis ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] API from Python?
On Aug 14, 2008, at 2:05 PM, Mark Eichin wrote: Note also that all of this is based on 3.6.1, which is I think the first release where the REST interface worked *at all* with Custom Fields; I seem to recall the later 3.6's didn't improve on this, Actually, there have been a bunch of fixes to the Custom Field code in the 3.6 branch. Searching for Won't Fix as a value in a select custom field works in 3.8. I don't believe that fix is in 3.6 but 3.8.0 might (before you harp on how old that makes 3.6, recall that there *wasn't* a 3.7...) 3.7 was the unstable branch that became 3.8, just like there wasn't a 3.5 between 3.4 and 3.6 It would be great if all the other python usage information in this post made it into the wiki in some form. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Changes to Saved Searches don't stick (RT 3.6.3 -- 3.8.1rc*)
A followup: I tried to resolve the issue by creating a new system-level saved search called All New and Open Tickets. I deleted the old All New Open Tickets and under Configuration Global RT at a Glance set the body to be Bookmarked Tickets and All New and Open Tickets. Two different things happened: 1: For existing users: Instead of the new search, RT displays Predefined search All New Open Tickets not found or Either you have no rights to view saved search RT::User-31974-SavedSearch-53 or identifier is incorrectPredefined search All New Open Tickets not found Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance If I go to the user preferences and add the search to RT at a Glance from there, the search appears. 2. For new users: No error message, but the search still doesn't appear. Again, adding it from the user-level prefs works. So, it appears that the global preferences aren't being respected. Any ideas of why that might happen? We have a fairly small number of users, so I could change this manually for each during the upgrade (can this be done through the database?), but I'd rather do it the right way. Any assistance would be gratefully appreciated -- this is one of the few things holding up an upgrade. Thanks! Graham. On 13-Aug-08, at 18:32 , Graham Ballantyne wrote: Hi everyone, I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm having difficulties with saved searches. My 3.6.3 server exists at hostname/ rt and the saved searches (e.g. All New Open Tickets) have /rt/ hardcoded into the search (e.g. if I click Edit Advanced, the second textfield has /rt/ hardcoded into the code that generates the html links). My 3.8.1 server is going to be at a new hostname and located at the root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/ with __WebPath__/ , as suggested by jibsheet in IRC. Here are the steps I'm taking: - Log into RT as the root user. - From the home screen, click Edit for All New Open Tickets) - Click SavedSearch (in You can also edit the predefined search itself: SavedSearch) - Click Advanced - in the lower textfield, change /rt/ to __WebPath__/ (screenshot: http://skitch.com/grahamb/ujri/edit-query) - click Apply - click Update - click Update format and Search RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Takeid=11094 However... when I go back to the home screen, the links in New Open Tickets still refer to http:/hostname:8081/rt/Ticket/Display.html?Action=Takeid=10857 --- note the /rt/ is still there To compound matters, I logged in as my regular user, which has a user- saved search in addition to the system-saved All New Open on the dashboard. I was able to update the user-saved search with __WebPath__/ and the changes are reflected on the home page. So, why aren't the changes being reflected for the system-saved searches? I have: - cleared the browser cache cookies - cleared the mason cache and restarted apache There's nothing in the RT or apache logs to indicate any problem and everything else seems to be OK. Is it possible to change these saved searches directly in the database? Thanks, Graham. - Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on the same machine in different Solaris zones and different apache instances): Solaris 10 (SPARC) Apache 2.0.55 w/ FastCGI Perl 5.8.8 mysql 5.0.41 My upgrade path: - Stop the 3.6.3 install - Dump the database - Install 3.8.1rc4 into a new directory - Set up RT_SiteConfig.pm - Import the database - Upgrade the database with rt-setup-database --action upgrade The above steps all complete successfully. -- Graham Ballantyne [EMAIL PROTECTED] Institutional, Collaborative Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Graham Ballantyne [EMAIL PROTECTED] Institutional, Collaborative Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Changes to Saved Searches don't stick (RT 3.6.3 -- 3.8.1rc*)
Graham, I have a question. You mentioned that you do not have many users. Are they in any groups? Were these searches created by those group members and saved as group searches or as general RT searches? Kenn LBNL On 8/14/2008 12:50 PM, Graham Ballantyne wrote: A followup: I tried to resolve the issue by creating a new system-level saved search called All New and Open Tickets. I deleted the old All New Open Tickets and under Configuration Global RT at a Glance set the body to be Bookmarked Tickets and All New and Open Tickets. Two different things happened: 1: For existing users: Instead of the new search, RT displays Predefined search All New Open Tickets not found or Either you have no rights to view saved search RT::User-31974-SavedSearch-53 or identifier is incorrectPredefined search All New Open Tickets not found Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance If I go to the user preferences and add the search to RT at a Glance from there, the search appears. 2. For new users: No error message, but the search still doesn't appear. Again, adding it from the user-level prefs works. So, it appears that the global preferences aren't being respected. Any ideas of why that might happen? We have a fairly small number of users, so I could change this manually for each during the upgrade (can this be done through the database?), but I'd rather do it the right way. Any assistance would be gratefully appreciated -- this is one of the few things holding up an upgrade. Thanks! Graham. On 13-Aug-08, at 18:32 , Graham Ballantyne wrote: Hi everyone, I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm having difficulties with saved searches. My 3.6.3 server exists at hostname/ rt and the saved searches (e.g. All New Open Tickets) have /rt/ hardcoded into the search (e.g. if I click Edit Advanced, the second textfield has /rt/ hardcoded into the code that generates the html links). My 3.8.1 server is going to be at a new hostname and located at the root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/ with __WebPath__/ , as suggested by jibsheet in IRC. Here are the steps I'm taking: - Log into RT as the root user. - From the home screen, click Edit for All New Open Tickets) - Click SavedSearch (in You can also edit the predefined search itself: SavedSearch) - Click Advanced - in the lower textfield, change /rt/ to __WebPath__/ (screenshot: http://skitch.com/grahamb/ujri/edit-query) - click Apply - click Update - click Update format and Search RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Takeid=11094 However... when I go back to the home screen, the links in New Open Tickets still refer to http:/hostname:8081/rt/Ticket/Display.html?Action=Takeid=10857 --- note the /rt/ is still there To compound matters, I logged in as my regular user, which has a user- saved search in addition to the system-saved All New Open on the dashboard. I was able to update the user-saved search with __WebPath__/ and the changes are reflected on the home page. So, why aren't the changes being reflected for the system-saved searches? I have: - cleared the browser cache cookies - cleared the mason cache and restarted apache There's nothing in the RT or apache logs to indicate any problem and everything else seems to be OK. Is it possible to change these saved searches directly in the database? Thanks, Graham. - Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on the same machine in different Solaris zones and different apache instances): Solaris 10 (SPARC) Apache 2.0.55 w/ FastCGI Perl 5.8.8 mysql 5.0.41 My upgrade path: - Stop the 3.6.3 install - Dump the database - Install 3.8.1rc4 into a new directory - Set up RT_SiteConfig.pm - Import the database - Upgrade the database with rt-setup-database --action upgrade The above steps all complete successfully. -- Graham Ballantyne [EMAIL PROTECTED] Institutional, Collaborative Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Changes to Saved Searches don't stick (RT 3.6.3 -- 3.8.1rc*)
Hi Ken, Yes, we use groups. We have several queues set up for different campus groups and use groups to control access to the queues. The search I'm concerned with is the system-level All New Open Tickets. User- defined queries seem OK; I have one that I created for myself and I was able to update it from /rt/ to __WebPath__/. Cheers, Graham. On 14-Aug-08, at 13:02 , Kenneth Crocker wrote: Graham, I have a question. You mentioned that you do not have many users. Are they in any groups? Were these searches created by those group members and saved as group searches or as general RT searches? Kenn LBNL On 8/14/2008 12:50 PM, Graham Ballantyne wrote: A followup: I tried to resolve the issue by creating a new system-level saved search called All New and Open Tickets. I deleted the old All New Open Tickets and under Configuration Global RT at a Glance set the body to be Bookmarked Tickets and All New and Open Tickets. Two different things happened: 1: For existing users: Instead of the new search, RT displays Predefined search All New Open Tickets not found or Either you have no rights to view saved search RT::User-31974- SavedSearch-53 or identifier is incorrectPredefined search All New Open Tickets not found Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance If I go to the user preferences and add the search to RT at a Glance from there, the search appears. 2. For new users: No error message, but the search still doesn't appear. Again, adding it from the user-level prefs works. So, it appears that the global preferences aren't being respected. Any ideas of why that might happen? We have a fairly small number of users, so I could change this manually for each during the upgrade (can this be done through the database?), but I'd rather do it the right way. Any assistance would be gratefully appreciated -- this is one of the few things holding up an upgrade. Thanks! Graham. On 13-Aug-08, at 18:32 , Graham Ballantyne wrote: Hi everyone, I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm having difficulties with saved searches. My 3.6.3 server exists at hostname/ rt and the saved searches (e.g. All New Open Tickets) have /rt/ hardcoded into the search (e.g. if I click Edit Advanced, the second textfield has /rt/ hardcoded into the code that generates the html links). My 3.8.1 server is going to be at a new hostname and located at the root. I have tried editing the searches (in 3.8.1rc4) to replace / rt/ with __WebPath__/ , as suggested by jibsheet in IRC. Here are the steps I'm taking: - Log into RT as the root user. - From the home screen, click Edit for All New Open Tickets) - Click SavedSearch (in You can also edit the predefined search itself: SavedSearch) - Click Advanced - in the lower textfield, change /rt/ to __WebPath__/ (screenshot: http://skitch.com/grahamb/ujri/edit-query) - click Apply - click Update - click Update format and Search RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Takeid=11094 However... when I go back to the home screen, the links in New Open Tickets still refer to http:/hostname:8081/rt/Ticket/Display.html?Action=Takeid=10857 --- note the /rt/ is still there To compound matters, I logged in as my regular user, which has a user- saved search in addition to the system-saved All New Open on the dashboard. I was able to update the user-saved search with __WebPath__/ and the changes are reflected on the home page. So, why aren't the changes being reflected for the system-saved searches? I have: - cleared the browser cache cookies - cleared the mason cache and restarted apache There's nothing in the RT or apache logs to indicate any problem and everything else seems to be OK. Is it possible to change these saved searches directly in the database? Thanks, Graham. - Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on the same machine in different Solaris zones and different apache instances): Solaris 10 (SPARC) Apache 2.0.55 w/ FastCGI Perl 5.8.8 mysql 5.0.41 My upgrade path: - Stop the 3.6.3 install - Dump the database - Install 3.8.1rc4 into a new directory - Set up RT_SiteConfig.pm - Import the database - Upgrade the database with rt-setup-database --action upgrade The above steps all complete successfully. -- Graham Ballantyne [EMAIL PROTECTED] Institutional, Collaborative Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Re: [rt-users] Error uploading pdf/doc/xls
I figured this out .. just had to reinstall the IO:File module. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database
Helmuth Ramirez wrote: Hi everyone, I just installed a fresh copy of 3.8 (new server). It is up and running. I want to use the data in my existing 3.6.3 db on it. I dumped and copied my db over to the new server, I restored it. Good so far. I now want to update it to make sure its 3.8 friendly (though I can log in and view my old tickets on it now). I was looking through the upgrade docs and archives put I can't seem to get the upgrade working properly. When I try this: rt-setup-database --dba root --prompt-for-dba-password --action upgrade I get this: 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: Working with: Type: mysql Host: localhost Name: rt3 User: rt_user DBA:root Couldn't finish 'upgrade' step. ERROR: Couldn't read dir './etc/upgrade' with upgrade data I'm sure its something small I'm overlooking (I hope). Any advice would be great. Cheers! You need to run it from your extracted source directory.. the etc/upgrade files are there. So to do that you have to specify the full path to rt-setup-database which is in your installed ./sbin dir. ex: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Curtis ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database
Thanks Curtis, unfortunately I am still getting the same message. I tried running it from my installed location: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade As well as from the rt-3.8.0 folders I used to make the install. /tmp/stuff/rt/rt-3.8.0/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade I get the same result for both. I did notice I don't have an upgrade folder in my installed etc folder. I do in my install source though. Would that have something to do with it? ** You need to run it from your extracted source directory.. the etc/upgrade files are there. So to do that you have to specify the full path to rt-setup-database which is in your installed ./sbin dir. ex: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Curtis ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error uploading pdf/doc/xls
On Aug 14, 2008, at 10:38 PM, Jonathan Jeppson wrote: I figured this out .. just had to reinstall the IO:File module. Do you know how it got corrupted so we can work to make it not happen to anyone else? -j ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error uploading pdf/doc/xls
That I don't know. I suspect that one of our IT members ran some yum updates that may have done something, but I can't get anyone to confirm this. We had an interesting case where the ownership and group of the rt and httpd folders were changed to root from the correct owner... apparently for now reason. I'm not 100% sure what happened to cause that, seems to have occurred the same time the corruption happened. If I get more information, I'll be sure to pass it along. --Jon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database
Curtis, Thank you VERY much! That did it! I am now rocking my 3.8 db :) ** You'll have to run it from your /usr/src/rt-3.8.1rc4 or equivalent directory because like you said the etc/upgrade files are in there, which is why you have to specify the full path to the rt-setup-database server:/usr/src/rt-3.8.1rc4# /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Also make sure /opt/rt3/sbin is the correct path.. it may be different. Curtis ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error uploading pdf/doc/xls
http://rt.cpan.org/Ticket/Display.html?id=34178#txn-475483 On Fri, Aug 15, 2008 at 1:41 AM, Jesse Vincent [EMAIL PROTECTED] wrote: On Aug 14, 2008, at 10:38 PM, Jonathan Jeppson wrote: I figured this out .. just had to reinstall the IO:File module. Do you know how it got corrupted so we can work to make it not happen to anyone else? -j ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
