Re: [rt-users] Issues on RT 3.8.1
just my 2c! On Do, 2008-08-28 at 18:45 -0700, Jesse Vincent wrote: How do I upgrade DBD::mysql to version 4.002? sudo cpan DBD::mysql but for a real world site it is not as simple as that, on RPM based system the package perl-DBD-mysql is often required by the mysql packages. So of course I can install the CPAN package over the rpm, but with the next update of the rpm package this will be overwritten. Or I can exclude perl-DBD-mysql from updates Or I can install everything by hand with tar-balls but there are a lot of other hosts waiting and I don't want to care about each host individually. So it would be nice if you consider the real world environments of the RT user out there. best regards (and thanks for the schema update which worked like a charm after installation) best regards! sven ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Issues on RT 3.8.1
So it would be nice if you consider the real world environments of the RT user out there. Unfortunately, we can't always keep our version requirements at those pre-packaged by every vendor. In this case, we're talking about a major new release that's over 18 months old that has features we needed to be able to write the migration tools :/ this is the sort of thing shipwright is designed to solve. But that will also mean that you're using a non-vendor-packaged set of dependencies. best regards (and thanks for the schema update which worked like a charm after installation) best regards! sven ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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.x Translation - Question for German Users
Hi German users, Maybe it's too late now for an answer but in our company most people use the German GUI and mostly they use the following terms while talking about tickets: Ticket = Ticket (almost never Anfragen) Queue = Bereich/Queue I also like the idea of Torben to translate the Dashboard to Übersichten. Maybe you can extend it to Persönliche Übersichten to tell the user that this will be his own setting. And I totally agree with keeping the rights in English. But I don't mind since I'm using the English version anyway... Another thing I'd like to be changed would be the menu Anfragen. Nobody expects the ticket search there. Since the menu above is called Vereinfachte Suche I'd like the menu Anfragen to be called Erweiterte Suche or similar. Also Wiedervorlage (in English Reminders) would be better translated to Erinnerung imho. Maybe some other people can think of more improvements on the translation too. Best, Ben Ham MI-ID, Torsten Brumm schrieb: Hi Björn, I think i will go the way to NOT translate all the things. As i read from all the answers it makes no sense, some denglisch wordings are ok. OK, i'm nearly finished with the translation (with the new updates from Emmanuel). Ticket = Ticket Dashboard = Dashboard Queue = Queue For the Rights Translations i agree with Andreas, Violetta and Torben that i makes no sense to translate, Torben is right, this is a nightmare if you are at the admin panel. Btw. Administration: I'm thinking about NOT to translate the whole Admin Part, because like Andreas said, ist confusing more if you work together with the book or the wiki and you have all the time to translate back from german to english and i think, someone who will administrate rt should know a little about english... OK, actual Status: i will sent to BPS the whole translation (including admin and installation) but offer also at my homepage some different versions and try to keep them up2date. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: Bjoern Schulz [mailto:[EMAIL PROTECTED] Gesendet: Dienstag, 19. August 2008 16:16 An: Ham MI-ID, Torsten Brumm Betreff: Re: [rt-users] RT 3.8.x Translation - Question for German Users Hallo Torsten, ich hab mal bei meinen deitschen Nuztern nachgefragt. Dashboard würden wir lassen Queue als Bereich übersetzen wäre okay Und Ticket sollte Ticket bleiben. Beste Grüsse vom DESY in HH, Björn Ham MI-ID, Torsten Brumm wrote: Hi Together, i'm just finished with the translation for the actual rt 3.8.x. I have a global question for all german users regarding some wordings. What do you think about translation for special words like: Dashboard, Queue and Ticket. Should it be translated or should it be like it is? Comments are welcome. Torsten ___ 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] Issues on RT 3.8.1
On 29 Aug 2008, at 7:59 am, Sven Sternberger wrote: but for a real world site it is not as simple as that, on RPM based system the package perl-DBD-mysql is often required by the mysql packages. So of course I can install the CPAN package over the rpm, but with the next update of the rpm package this will be overwritten. Are you sure? On Debian and its derived distributions, CPAN installations happen in a different location from the packaged modules, so CPAN installed modules will be found first, and are not overwritten on package upgrade. I would have thought the same was true of RPM distros. You might also want to consider downloading the source RPM and updating it to use a more recent DBD::mysql. Shouldn't be too hard. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ 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] Skipping Owner Change Notification on newly created tickets.
Hi All I have a scrip which automatically changes the owner from Nobody to another user when a new ticket is created in that queue, i.e it sets the default queue owner. Normally, the stock-standard notify-on-queue-owner-change scrip that runs after it would notify the new owner of the ticket allocation. My question is: Is there a way to turn off this notification to the default owner of the queue in this specific case, (i.e only when ticket has been assigned it's default owner from previously being owned by Nobody?). And, can this be done without breaking future upgrades of the RT3 installation? Thanks in Advance, Traiano Welcome -- There is no Spoon. ___ 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] Open all linked tickets in browser
Has anyone any ideas on how to open all linked tickets automatically in separate browser tabs? thanks Gordon ___ 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::Authen::ExternalAuth - prevents creation of users
Hi. I've had a lot of woe with trying to use this module. First off, I didn't expect that simply installing the module would effect our current RT functionality without even doing anything. All I did was: cpan -i RT::Authen::ExternalAuth This made an error message come up when trying to log into RT: RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth line 73) However, I just had to refresh and it let me log in. And once I added the ExternalAuth config variables to RT_SiteConfig.pm these problems went away. $ExternalAuthPriority and $ExternalSettings This seemed to work to start with: if someone logged in, it would authenticate against ActiveDirectory (my external auth source) and then it would create a user internally (with no permissions) and log them in. However, later (not sure what I did) it stopped allowed me to create new users - meaning the over process didn't work, and new requests couldn't be sent to RT, as creating users is an important part of it. I agonised over what was causing this for ages. Eventually I started afresh on a new box, running Ubuntu. I followed debian package install instructions - to install rt-3.6. After I had it working fine. Then all I did was install ExternalAuth and restarted apache and it did the same error with preventing users being created. I have decided to completely remove RT and start again and try to use the NTLM module instead, but I just thought I'd let you know of these errors. Suggestions: Please put a warning on http://wiki.bestpractical.com/view/ExternalAuth that the mere installation of the module may break your RT. If you can, set it up to be installed via aptitude (or apt-get) because then it can at least be removed easily. Please please please stop if from changing your RT configuration merely by installing it. You should be able to install it without worry, and then activate/de-activate it independently. Regards. Robin. ___ 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] Issues on RT 3.8.1
Running FC4. cpan DBD::mysql shows: Test Summary Report --- t/40blobs (Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: No plan found in TAP output Files=34, Tests=6, 3 wallclock secs ( 0.06 usr 0.21 sys + 1.74 cusr 0.85 csys = 2.86 CPU) Result: FAIL Failed 1/34 test programs. 0/6 subtests failed. make: *** [test_dynamic] Error 255 CAPTTOFU/DBD-mysql-4.008.tar.gz /usr/bin/make test -- NOT OK //hint// to see the cpan-testers results for installing this module, try: reports CAPTTOFU/DBD-mysql-4.008.tar.gz Running make install make test had returned bad status, won't install without force Any idea why it won't install? Thanks, Shannon - Original Message From: Jesse Vincent [EMAIL PROTECTED] To: Shannon Adams [EMAIL PROTECTED] Cc: Drew Barnes [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Sent: Thursday, August 28, 2008 9:45:28 PM Subject: Re: [rt-users] Issues on RT 3.8.1 On Aug 28, 2008, at 6:43 PM, Shannon Adams wrote: Thanks, Drew. When I run: perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pw sql.queries I get: DBD::mysql version 4.002 required--this is only version 2.9007 at etc/upgrade/schema.mysql-4.0-4.1.pl line 7. BEGIN failed--compilation aborted at etc/upgrade/ schema.mysql-4.0-4.1.pl line 7. How do I upgrade DBD::mysql to version 4.002? sudo cpan DBD::mysql - Original Message From: Drew Barnes [EMAIL PROTECTED] To: Shannon Adams [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Sent: Thursday, August 28, 2008 10:52:21 AM Subject: Re: [rt-users] Issues on RT 3.8.1 You missed a step. Per Ruslan yesterday: `a_session` column is longtext what is WRONG and means that you HAVN'T upgraded correctly. Read UPGRADING.mysql, this column must be LONGBLOB. Shannon Adams wrote: RT 3.8.1 mysql version - 4.1.20-log Fedora Core 4 SHOW CREATE TABLE sessions; shows: +-- + --+ | Table| Create Table | +-- + --+ | sessions | CREATE TABLE `sessions` ( `id` varchar(32) NOT NULL default '', `a_session` longtext, `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | +-- + --+ 1 row in set (0.00 sec) SHOW CREATE TABLE Attachments; shows: +- +--+ | Table | Create Table | +-
[rt-users] Fwd: Signature in replies above quoted text
This solved it for me, however I also experience a bit of jumpiness on firefox. It's not a catastrophic bug, just a minor nuisance. -Steve -- Forwarded message -- From: Sebastien Termeau [EMAIL PROTECTED] Date: Fri, Aug 29, 2008 at 3:24 AM Subject: Re: [rt-users] Signature in replies above quoted text To: Steve Hopps [EMAIL PROTECTED] Hi Steve, Take a look at the wiki : http://wiki.bestpractical.com/view/SignatureToTheTop There is a 'bug' with this at least on RT-3.8.1 with Firefox. The cursor goes at the bottom of the text when you press a key. It is working fine with IE. Anyone else having the same issue? Regards Seb On Thu, Aug 28, 2008 at 8:40 PM, Steve Hopps [EMAIL PROTECTED] wrote: Is there any way to change it so my signature is placed above quoted text, rather than below it? My clients will only be confused by in-line quoting, so currently I have to cut and paste my signature to the top of every response which is a bit of a pain. Thanks for any suggestions! -Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] Fwd: Signature in replies above quoted text
On Aug 29, 2008, at 11:44 AM, Steve Hopps wrote: This solved it for me, however I also experience a bit of jumpiness on firefox. It's not a catastrophic bug, just a minor nuisance. I believe this is the version of our editing widget. I'm testing an upgrade in a branch and it should be included in 3.8.2 -kevin -- Forwarded message -- From: Sebastien Termeau [EMAIL PROTECTED] Date: Fri, Aug 29, 2008 at 3:24 AM Subject: Re: [rt-users] Signature in replies above quoted text To: Steve Hopps [EMAIL PROTECTED] Hi Steve, Take a look at the wiki : http://wiki.bestpractical.com/view/SignatureToTheTop There is a 'bug' with this at least on RT-3.8.1 with Firefox. The cursor goes at the bottom of the text when you press a key. It is working fine with IE. Anyone else having the same issue? Regards Seb On Thu, Aug 28, 2008 at 8:40 PM, Steve Hopps [EMAIL PROTECTED] wrote: Is there any way to change it so my signature is placed above quoted text, rather than below it? My clients will only be confused by in-line quoting, so currently I have to cut and paste my signature to the top of every response which is a bit of a pain. Thanks for any suggestions! -Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 3.8.1 - Forcing Time Field to Be Updated
Can somebody tell me how I can force the person updating a ticket to
complete the Worked / Time field, even if they have to enter 0 in there?
Kind regards,
Paul Broadwith
{Blue Ivy Ltd - ICT For Small Businesses}
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[rt-users] FW: Updating Tickets - MessageBox Size Double Lines
Hi,
I would like to change the size of the message box that is shown when
you update a ticket. It's currently around 10 lines high. In the
RT_SiteConfig.pm file I changed the MessageBoxHeight variable to 30 but
this doesn't seem to have made a difference - either it's the wrong
thing to change or it just isn't working for me.
Also in the message box when I hit enter the cursor moves two lines
rather than just one. I changed the MessageBoxWrap value from HARD to
SOFT thinking this would resolve it, however it didn't.
In both cases above I did restart apache after updating the
RT_SiteConfig,pm file
I'm using RT 3.8.1 with RTFM installed (not sure of version but it was
only installed yesterday so will be the latest).
Kind regards,
Paul Broadwith (MBCS)
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2008
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Re: [rt-users] Remove Quoted Text from Comments
I believe that the Reply/Comment at the top of the screen do
not add the quote. This allows you to target which text is quoted
or not include any if that is the better option.
Ken
On Fri, Aug 29, 2008 at 06:00:40PM +0100, Paul Broadwith wrote:
When you create a comment in a ticket, the previous text in the ticket
is added into the comment as a quote. Is there any way to stop this?
Kind regards,
Paul Broadwith
{Blue Ivy Ltd - ICT For Small Businesses}
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Re: [rt-users] RT::Authen::ExternalAuth - prevents creation of users
Robin Winslow wrote: Hi. Suggestions: Please put a warning on http://wiki.bestpractical.com/view/ExternalAuth that the mere installation of the module may break your RT. It doesn't break it, it changes how it works, that being the intention of an extension. However, the next time I get a chance to release an update there will be a global enable/disable ExternalAuth variable so that you can install the extension but still not use it until you are ready. If you can, set it up to be installed via aptitude (or apt-get) because then it can at least be removed easily. That's not up to me, that's up to people who create packages for linux distributions. Speak to whoever maintains the RT package for your distribution. Please please please stop if from changing your RT configuration merely by installing it. You should be able to install it without worry, and then activate/de-activate it independently. As above, independent activation is planned for the next release, but you must understand that installation of an extension such as this is an intentional change to the active code. The *configuration* however does not change until you change it with the supplied examples. -- 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 __ ___ 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::Authen::ExternalAuth - prevents creation of users
Please please please stop if from changing your RT configuration merely by installing it. You should be able to install it without worry, and then activate/de-activate it independently. As above, independent activation is planned for the next release, but you must understand that installation of an extension such as this is an intentional change to the active code. The *configuration* however does not change until you change it with the supplied examples. If you come up to a modern Module::Install::RTx and use RT 3.8, this actually should magically just start working using the enw plugins system. ___ 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] A few more GPG questions
On Fri, Aug 29, 2008 at 9:49 PM, Charlie Reddington [EMAIL PROTECTED] wrote: Here's what I have done so far... I have a key setup for my [EMAIL PROTECTED] I have added my public key to this one and have added helpdesk's key to my own. I have on the RT side added my key to be fully trusted. When I send an email into the helpdesk it goes into the ticket encrypted. From here I do not understand how to go about decrypting this message so the staff can see it. I also do not have any useful messages in my apache error logs any more about this, it looks like everything is fine from that point of view. As root I have gone under preferences and see a category for 'cryptography'. I imagine I need to find a way for me to choose which key to use to decrypt messages but I have no idea how to get this working. Here's my GPG config options in RT_SiteConfig.pm Set( %GnuPG, Enable=1, OutgoingMessagesFormat='RFC', AllowEncryptDataInDB=0, '--passphrase'='removed', ); Set(@MailPlugins, 'Auth::MailFrom', 'Auth::GnuPG', ); Any one want to chime in on what is the next step from here? RT logs with debug level enabled. Thanks, Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Remove Quoted Text from Comments
Ken,
Never noticed this. I assumed (wrongly!) that they were both the same.
That's one issue down!
Kind regards,
Paul Broadwith (MBCS)
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2008
Tel.: 01955 698203
Windows Messenger: [EMAIL PROTECTED]
Web: http://www.blueivy.co.uk
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: 29 August 2008 18:17
To: Paul Broadwith
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Quoted Text from Comments
I believe that the Reply/Comment at the top of the screen do
not add the quote. This allows you to target which text is quoted
or not include any if that is the better option.
Ken
On Fri, Aug 29, 2008 at 06:00:40PM +0100, Paul Broadwith wrote:
When you create a comment in a ticket, the previous text in the ticket
is added into the comment as a quote. Is there any way to stop this?
Kind regards,
Paul Broadwith
{Blue Ivy Ltd - ICT For Small Businesses}
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[rt-users] RT requiring login for some links
I checked some of my configs against the suggestions in the list, but I haven't come across anything that fixes it. Our RT is mostly functional except it prompts for a login if you select another queue from the homepage (it goes to the queue fine) and then try to open any of the tickets. Attempting to open that ticket will force a login. After a successful login, it goes to the ticket. Centos 4.6 Mysql 4.1.20-3.RHEL4.1.el4_6 RT 3.8.1 We did 3.6.6 to 3.8.0 to 3.8.1 with all db upgrades in between. If anyone knows a fix, I'd appreciate it. Trent From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steve Hopps Sent: Thursday, August 28, 2008 12:16 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT requiring login for every click Firefox 3.0.1, IE 7.0.5730.11 both behave the same, and I'm running MYSQL 5.0.51a-3ubuntu5 and have been since Day 1. I performed the DB updates when upgrading from 3.6.6 to 3.8.0, and I also ran the update when going from 3.8.0 to 3.8.1. -Steve On Thu, Aug 28, 2008 at 2:03 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Steve, What DataBase are you using and what browser? Kenn LBNL On 8/28/2008 11:46 AM, Steve Hopps wrote: I'm also having this problem since upgrading from 3.8.0 to 3.8.1. http://3.8.1. The //Apache::Session::File// work-around does fix this but it behaves differently than it used to, and I'm concerned about security with this setting turned on. Anyone had any luck solving this? The suggestion below didn't apply to me -Steve Marco, I had a similar problem after the 3.8.1 upgrade even though my database was updated correctly, and I saw the same problem with the file session handler. I was actually able to fix my issue by taking a trailing slash off my $WebBaseURL.It seemed like URLs with multiple // in them were resulting in the extra login prompts. So, that might be something to look at if you've exhausted all the other possibilities. Worked for me. -- Matt On Thu, Aug 28, 2008 at 6:02 AM, Marco Avvisano marco.avvisano at regione.toscana.it http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users wrote: / // I have the same problem but not for every click // // RT 3.8.1 // Mysql 4.1.22 // OS: Linux 2.4.21-37.ELsmp // // any suggestions // // thanks // // Marco // // - Original Message - // From: Ruslan Zakirov ruz at bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users // To: Mark Hazen markh at intechgra.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users // Cc: rt-users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users // Sent: Wednesday, August 06, 2008 10:34 PM // Subject: Re: [rt-users] RT requiring login for every click // // // I saw your followups on this issue, but I want to comment this. // // Yes, these fixes I was talking about have been integrated into 3.8.0 // and as well several fixes would be in 3.8.1 (3.8.1rc1 is available at // this moment for download from our server). // // Affects: RT on mysql 4.1 and newer with utf8 as default DB charset // WHEN RT's DB was created, changing mysql options would not help much // // Symptoms: constant login requests on every action // // Check: change session handler to Apache::Session::File, if problem // goes away then it's this issue. // // Otherwise issue is different and needs more investigation. In this // case (according to Mark's further comments) situation is different. // // Hope this would help isolate different problems in future. // // On Tue, Aug 5, 2008 at 5:24 AM, Mark Hazen markh at intechgra.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users wrote: // Hiya folks, // // I saw this mentioned on the list a couple months back, but under Gentoo, // and while the issue was related to the MySQL language configuration, // there was a note from ruz at bp http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users stating that this was an issue related the // default charset setting for MySQL (under Gentoo, though) which had been // addressed for the next release (under 3.6, so it'd be incorporated into // 3.8 I'm guessing). // // When a user (admin user in this case) logs in, they get the home page, // but any subsequent clicks bring the login page up again. The system and // Apache logs don't reveal any errors, just a successful login message // when the logins are made. // // I've checked the database and the cookie, and the RT_SID is identical // and being updated with each request. We did have default-character-set // as utf8 as recommended for Dovecot on the same machine, but I've // commented that out and restarted all associated services, and we still // have the multiple
[rt-users] ExtractSubjectTag scrip missing on upgrade from rt-3.4.4
Hi, It seems that between rt-3.4.4 and rt-3.8.0, the ExtractSubjectTag addon was integrated. It also seems that the global scrip for 'On Transaction' 'Extract Subject Tag' now exists in etc/initialdata. However, on my upgraded system, the scrip does not seem to be there and tags are not being extracted. This particular scrip does not seem to be added in any of the rt-3.8.0 etc/upgrade/* scripts. Is it normal that i have an upgraded system without this global scrip? If so, is it intentional that I should have to manually add the ExtractSubjectTag global scrip? Thankyou -nate ___ 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] Approvals in 3.8.1 Workflow
Hi everyone, just to make sure the problem is me and not the app, can someone confirm the proper behavior of the Approvals system in RT? Is it supposed to work as observed below? Cheers! Helmuth From: Helmuth Ramirez Sent: Wednesday, August 27, 2008 9:57 AM To: RT Users Subject: Approvals in 3.8.1 Workflow We are looking into using RT for approvals (3.8.1). I have the queues working as described in the wiki (and archives). So far so good. What I did notice though, when I had multiple requestors they were getting the first set of e-mails concurrently. This is reminiscent of another thread that said both approvers were getting the message at the same time http://www.gossamer-threads.com/lists/rt/users/76898?search_string=appro vals;#76898 We never used approvals in 3.8.1 so I don't know if the behavior was different then. Here is what we have observed. -Two Approvers- Requestor opens a ticket for approval Requestor gets automated reply Approver1 gets an e-mail telling them someone opened a ticket that needs to be approved and receives one for Approver2 at the same time Approver2 gets the same e-mail Approver1 received and receives one for themselves at the same time Approver1 approves the request, Approver2 gets the AdminCC on it Requestor gets Your ticket has been approved by DOT The approver name doesn't show up Requestor gets Your request has been approved by username... Approver2 gets the new item pending your approval... message Approver2 approves the message Requestor gets the your request has been approved... message -Single Approver- Requestor opens a ticket for approval Requestor gets automated reply Approver1 gets an e-mail telling them someone opened a ticket that needs to be approved Approver1 approves the request Requestor gets Your ticket has been approved by DOT The approver name doesn't show up Requestor gets Your request has been approved by username... Requestor gets the your request has been approved... message I'm not sure if the above is by design or if I'm missing something. The biggest items that strike me are: -Since both Approvers get the initial e-mail about the request, they would both go in to approve the ticket. However, Approver2 doesn't have anything in his Approvals link until Approver1 approves first (this is not manager friendly :) -The automated response that doesn't have the proper username, it looks like its just a blank space. Thanks Helmuth ___ 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] Issues on RT 3.8.1
It seems that it creating new ~/.cpan/build/DBD-mysql-version everytime install DBD::mysql is run. The changes on Makefile.PL is overwritten. Any other way? On Thu, Aug 28, 2008 at 11:56 AM, David Svejda [EMAIL PROTECTED]wrote: rmp dmd wrote: Hi, Im getting errors when I run 'install DBD::mysql'. Is there a way to put password when runinng 'install DBD::mysql'. Basically put this mysql -uroot -p t/10connect.skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO) Can't continue test t/20createdrop..skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO). Can't continue test Thanks! Make some changes in your Makefile. Look into the Makefile.PL and find --testuser, you'll see the other options. Go to your cpan directory (typically ~/.cpan/build/DBD-mysql-version etc./ and run: perl Makefile.PL --testuser=username --testpassword=pwd then try to install it again. David ___ 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] Issues on RT 3.8.1
On Fri, Aug 29, 2008 at 10:46 PM, rmp dmd [EMAIL PROTECTED] wrote: It seems that it creating new ~/.cpan/build/DBD-mysql-version everytime install DBD::mysql is run. The changes on Makefile.PL is overwritten. Any other way? cd ~/.cpan/build/DBD-mysql-version perl Makefile.PL ... make make test make install On Thu, Aug 28, 2008 at 11:56 AM, David Svejda [EMAIL PROTECTED] wrote: rmp dmd wrote: Hi, Im getting errors when I run 'install DBD::mysql'. Is there a way to put password when runinng 'install DBD::mysql'. Basically put this mysql -uroot -p t/10connect.skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO) Can't continue test t/20createdrop..skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO). Can't continue test Thanks! Make some changes in your Makefile. Look into the Makefile.PL and find --testuser, you'll see the other options. Go to your cpan directory (typically ~/.cpan/build/DBD-mysql-version etc./ and run: perl Makefile.PL --testuser=username --testpassword=pwd then try to install it again. David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FW: Updating Tickets - MessageBox Size Double Lines
Paul Broadwith wrote: I would like to change the size of the message box that is shown when you update a ticket. It’s currently around 10 lines high. In the RT_SiteConfig.pm file I changed the MessageBoxHeight variable to 30 but this doesn’t seem to have made a difference – either it’s the wrong thing to change or it just isn’t working for me. I think what you're seeing is a 'feature' of the rich text editing mode of RT. I saw the same and plan to disable it globally and then let anyone who want to send HTML enriched correspondence do that via user prefs. Fixing this will mean fixing FCKeditor. Complete documentation can be found at http://www.fckeditor.net Found the fckconfig.js file in /NoAuth/RichText/FCKeditor which contains the settings used. Also in the message box when I hit enter the cursor moves two lines rather than just one. I changed the MessageBoxWrap value from HARD to SOFT thinking this would resolve it, however it didn’t. HARD/SOFT wrapping is for the traditional TextArea not for the RichText one. Greetings, Joop ___ 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] Delayed scrip
Hi Jerrad, Easy: Sort of Elegant: Nope One way to do this is to create a custom field (or use an unused field) for the queue. Your on-create scrip puts some Needs to be acknowledged value into the field. You create a blank template in your queue named AutoReply so no on-create mail gets sent for this queue. Then you use a cron script to harvest the tickets that have the Needs to be acknowledged value set in the custom field, send the e-mails, and then delete the custom field value so you don't send a dupe the next night. Should work and shouldn't be too tricky to set up. Not pretty, though, and definitely not elegant. Regards, Gene At 11:54 AM 8/29/2008, Jerrad Pierce wrote: Hey all, Is anyone aware (nothing on wiki or archives that I could see) of an easy/elegant way to purposefully delay the delivery of OnCreate messages? We're using RT to accept new clients, but then are syncing the data with our call center on a nightly basis, so we want to wait until that happens before notifying the user... Thanks! -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT requiring login for every click
there are some DB maintenance scripts you need to run. read the install README file. this happened to me, too :) - Original Message - From: Marco Avvisano [EMAIL PROTECTED] Date: Thursday, August 28, 2008 6:16 Subject: Re: [rt-users] RT requiring login for every click To: Ruslan Zakirov [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com I have the same problem but not for every click RT 3.8.1 Mysql 4.1.22 OS: Linux 2.4.21-37.ELsmp any suggestions thanks Marco - Original Message - From: Ruslan Zakirov [EMAIL PROTECTED] To: Mark Hazen [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Sent: Wednesday, August 06, 2008 10:34 PM Subject: Re: [rt-users] RT requiring login for every click I saw your followups on this issue, but I want to comment this. Yes, these fixes I was talking about have been integrated into 3.8.0 and as well several fixes would be in 3.8.1 (3.8.1rc1 is available at this moment for download from our server). Affects: RT on mysql 4.1 and newer with utf8 as default DB charset WHEN RT's DB was created, changing mysql options would not help much Symptoms: constant login requests on every action Check: change session handler to Apache::Session::File, if problem goes away then it's this issue. Otherwise issue is different and needs more investigation. In this case (according to Mark's further comments) situation is different. Hope this would help isolate different problems in future. On Tue, Aug 5, 2008 at 5:24 AM, Mark Hazen [EMAIL PROTECTED] wrote: Hiya folks, I saw this mentioned on the list a couple months back, but under Gentoo, and while the issue was related to the MySQL language configuration, there was a note from [EMAIL PROTECTED] stating that this was an issue related the default charset setting for MySQL (under Gentoo, though) which had been addressed for the next release (under 3.6, so it'd be incorporated into 3.8 I'm guessing). When a user (admin user in this case) logs in, they get the home page, but any subsequent clicks bring the login page up again. The system and Apache logs don't reveal any errors, just a successful login message when the logins are made. I've checked the database and the cookie, and the RT_SID is identical and being updated with each request. We did have default-character-set as utf8 as recommended for Dovecot on the same machine, but I've commented that out and restarted all associated services, and we still have the multiple login requests. I'm attaching my my.cnf file below in case that's the culprit; I do appreciate any suggestions that might help here. Environment: RT: 3.8.0 OS: Oracle Linux 5.2 (RHEL5 equivalent) DB: MySQL 5.0.45 Web Server: Apache/2.2.3 [snip] -- 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 ___ 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] Issues on RT 3.8.1
Thank you very much. Does this process take times? I run #perl Makefile.PL --testuser=root --testpassword= --testdb=rt3 #make #make test and its been on t/75supported_sql...ok t/76multi_statement.ok 1/24 for quite a while - Roehl On Fri, Aug 29, 2008 at 2:50 PM, Ruslan Zakirov [EMAIL PROTECTED]wrote: On Fri, Aug 29, 2008 at 10:46 PM, rmp dmd [EMAIL PROTECTED] wrote: It seems that it creating new ~/.cpan/build/DBD-mysql-version everytime install DBD::mysql is run. The changes on Makefile.PL is overwritten. Any other way? cd ~/.cpan/build/DBD-mysql-version perl Makefile.PL ... make make test make install On Thu, Aug 28, 2008 at 11:56 AM, David Svejda [EMAIL PROTECTED] wrote: rmp dmd wrote: Hi, Im getting errors when I run 'install DBD::mysql'. Is there a way to put password when runinng 'install DBD::mysql'. Basically put this mysql -uroot -p t/10connect.skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO) Can't continue test t/20createdrop..skipped all skipped: ERROR: Access denied for user 'root'@'localhost' mailto:'root'@'localhost' (using password: NO). Can't continue test Thanks! Make some changes in your Makefile. Look into the Makefile.PL and find --testuser, you'll see the other options. Go to your cpan directory (typically ~/.cpan/build/DBD-mysql-version etc./ and run: perl Makefile.PL --testuser=username --testpassword=pwd then try to install it again. David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Delayed scrip
On Aug 29, 2008, at 11:54 AM, Jerrad Pierce wrote: Hey all, Is anyone aware (nothing on wiki or archives that I could see) of an easy/elegant way to purposefully delay the delivery of OnCreate messages? We're using RT to accept new clients, but then are syncing the data with our call center on a nightly basis, so we want to wait until that happens before notifying the user... We have a design for how to do this in a general way, but it's something we've estimated at 3-4 weeks of developer effort. I'm _hoping_ you'll see it for RT4, though absent a customer holding a bunch of money and breathing down our necks, it's not something we've committed to yet. -j Thanks! -- 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 ___ 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] Separate permission
To list, I'm not using 3.8 yet, but I was hoping that perhaps the permissions had been modified a bit to allow a user from one queue to link his ticket to a ticket in another queue without having to have the ModifyTicket privilege. I have many queues that could have their tickets linked to tickets in other queues, but don't want the support personnel of those other queues to be able to modify tickets in their own. Does that make any sense? Kenn LBNL ___ 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] Separate permission
This rightvfor strict link acl checking was added in 3.6 or so Sent from my iPhone On Aug 29, 2008, at 1:55 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: To list, I'm not using 3.8 yet, but I was hoping that perhaps the permissions had been modified a bit to allow a user from one queue to link his ticket to a ticket in another queue without having to have the ModifyTicket privilege. I have many queues that could have their tickets linked to tickets in other queues, but don't want the support personnel of those other queues to be able to modify tickets in their own. Does that make any sense? Kenn LBNL ___ 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
