[rt-users] Moving transactions between tickets
We have a ticket in our RT 3.6.6 installation containing correspondence which belongs to a different ticket. (A user followed up on a ticket using a new message with a changed subject line, sent direct to one of my technicians, rather than replying to the RT system's address. The technician pasted the tag in the subject line and forwarded the messages to RT - but unfortunately pasted the wrong tag, resulting in the messages being attached to the wrong ticket). I know how to identify the transaction numbers (from the links to the transactions in the ticket history), but is there any easy way to move the transactions to the correct ticket? Jonathan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ldap Authentication setup question
Mike Peachey wrote: Michael Mollard wrote: Sean, Identical to my error. I did find a 'make fixperms' which I stumbled across, not documented anywhere I could find, alongside 'make testdeps', and 'make fixdeps'. But it didn't change anything. Same errors. If I ever get this going, I may need to write a wiki article for the 'rest of us' who are new at this. If I ever get it working ;-) Keep in touch Sean, if I find anything I'll let you know. Be aware, this has been identified as a bug and we are working on it. In the meantime, you can circumvent the problem by turning on Devel mode if you need to. Update: This issue is fixed in RT's development trunk and will be covered by RT-3.8.2, but we're now testing a workaround patch to force ExternalAuth to work around the bug and co-exist with RT-3.8.1. -- 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
[rt-users] Apache2, webmux issue: [error] Can't locate object method Config via package RT (...) - httpd does not start
Hello,
nice to meet you :)
Yesterday I've installed version 3.8.1 on my debian box, and I can't start it.
What I have:
Debian Etch with 2.6.21-2
Apache 2.2.4 running with mod_perl/2.0.3 and Perl/v5.8.8 (fastcgi is
currently disabled) and other modules
RT 3.8.1
access to root account :)
What I did:
./configure --prefix=/usr/local/rt-3 - successfull
database and user created - successful
config in etc/RT_SiteConfig.pm - done
fixed all dependencies with make fixdeps
tested all dependencies: All dependencies have been found.
successful 'make install'
reinstall with perl -MCPAN -e'install Bundle::Apache2'
reinstalled like above DBIx::SearchBuilder (desperation, yes)
checked permissions of path to RT.pm - okay
created /etc/apache2/inc/request-tracker included in
/etc/apache2/sites-enabled/ssl-my.ssl.host.name (content: below)
even tried downgrade rt to 3.8.0 - nothing changed
What is going on:
When I did 'apache2ctl graceful' apache silently died with (in error log):
[Fri Oct 31 09:39:54 2008] [notice] Graceful restart requested, doing restart
[Fri Oct 31 09:39:54 2008] [error] (9)Bad file descriptor:
apr_socket_accept: (client socket)
[Fri Oct 31 09:39:54 2008] [error] (9)Bad file descriptor:
apr_socket_accept: (client socket)
[Fri Oct 31 09:39:55 2008] [error] (9)Bad file descriptor:
apr_socket_accept: (client socket)
[Fri Oct 31 09:39:55 2008] [error] (9)Bad file descriptor:
apr_socket_accept: (client socket)
[Fri Oct 31 09:40:26 2008] [error] Can't locate object method Config
via package RT at /usr/local/rt-3/bin/webmux.pl line 100.\nBEGIN
failed--compilation aborted at /usr/local/rt-3/bin/webmux.pl line
101.\nCompilation failed in require at (eval 244) line 1.\n
[Fri Oct 31 09:40:26 2008] [error] Can't load Perl file:
/usr/local/rt-3/bin/webmux.pl for server my.ssl.host.name:443,
exiting...
...and I had to comment out Include /etc/apache2/inc/request-tracker
in VirtualHost in /etc/apache2/sites-enabled/ssl-my.ssl.host.name
I'm writing here because I'm unfortunately not a perl hacker and I
can't force this things to work.
I've searched this list archive and web but I can't find anything corresponding.
== /etc/apache2/inc/request-tracker
Alias /rt /usr/local/rt-3/share/html
AddDefaultCharset UTF-8
# PerlModule Apache::DBI
PerlRequire /usr/local/rt-3/bin/webmux.pl
Directory /usr/local/rt-3/share/html
AllowOverride All
Options ExecCGI +FollowSymLinks
/Directory
Location /rt/NoAuth/images
SetHandler default
/Location
Location /rt
SetHandler perl-script
PerlResponseHandler RT::Mason
# PerlHandler RT::Mason - this one was from
http://wiki.bestpractical.com/view/DebianStableInstallGuide
/Location
=== end of /etc/apache2/inc/request-tracker
=== parts of /etc/apache2/sites-enabled/ssl-my.ssl.host.name
NameVirtualHost ip.add.re.ss:443
VirtualHost ip.add.re.ss:443
SSLEngine on
DocumentRoot /var/www/
[cut...]
Include /etc/apache2/inc/some-file
Include /etc/apache2/inc/some-other-file
# commented out because server dies
# Include /etc/apache2/inc/request-tracker
/VirtualHost
=== end of /etc/apache2/sites-enabled/ssl-my.host.name
=== /usr/local/rt-3/etc/RT_SiteConfig.pm
Set( $rtname, 'my.ssl.host.name');
#Set(@Plugins,(qw(Extension::QuickDelete)));
Set($Organization , my.domain.name);
Set($OwnerEmail, 'rtowner');
Set($RTAddressRegexp, '[EMAIL PROTECTED]');
Set($SMTPServer, 'localhost');
Set($SMTPFrom, '[EMAIL PROTECTED]');
Set($CorrespondAddress , 'RT_CorrespondAddressNotSet');
Set($CommentAddress , 'RT_CommentAddressNotSet');
Set($MinimumPasswordLength , 8);
Set($Timezone , 'Europe/Warsaw');
Set($DatabaseType , 'mysql');
Set($DatabasePassword , 'very-long-pw');
Set($PlainTextPre, 1);
Set($MaxAttachmentSize , 5000);
Set($WebDefaultStylesheet, 'web2');
Set($WebDomain, 'my.host.name' );
Set($WebPath, /rt);
Set($WebPort, 443);# + ($ * 7274) % 32766 + ($ 1024));
Set($WebBaseURL, 'https://' . RT-Config-Get('WebDomain') . ':' .
RT-Config-Get('WebPort'));
Set($WebURL, RT-Config-Get('WebBaseURL') . RT-Config-Get('WebPath') . /);
Set($WebSecureCookies, 1);
Set( %GnuPG,
Enable = 1,
OutgoingMessagesFormat = 'RFC', # Inline
AllowEncryptDataInDB = 0,
);
1;
=== end of RT_SiteConfig.pm
Also I added to /etc/aliases:
===
it: |/usr/local/rt-3/bin/rt-mailgate --queue 'General' --action
correspond --url https://my.ssl.host.name/rt;
===
I have no clue :)
Thanks in advance.
best regards,
--
Olgierd Ziolko
Real stupidity beats artificial intelligence every time.
___
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Re: [rt-users] Ldap Authentication setup question
RT::Authen::ExternalAuth v0.06_03 is now available and is the first (and hopefully only) release candidate for v0.06. Michael Mollard, Sean McCreadie, Can you please test v0.06_03 as soon as possible and let me know how it goes? Having tested myself, it seems good and I'd like to get 0.06 out ASAP as it will be the first official release to support RT-3.8.x Unfortunately, I'm still waiting for CPAN to update with the new version, and when it does, it will be available here: http://search.cpan.org/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.06_03.tar.gz But if you'd like to try it now, you can get it from the BPS SVN server: $ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth $ cd RT-Authen-ExternalAuth $ perl Makefile.PL $ make $ make install and it will overwrite the previous version without conflict. -- 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] Ldap Authentication setup question
Mike, I would like to report that v0.06_03 is working for my RHEL5/RT-3.8.1/Sun Directory Server 6.3. I am seeing new information in my RT log so I know the new version is indeed active. [Fri Oct 31 10:17:36 2008] [error]: Working around bug in RT and reloading RT::User (/usr/local/rt381/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) For v0.06_03 to work, I have to put in Set( @Plugins,(qw(RT::Authen::ExternalAuth))); into RT_SiteConfig.pm but didn't need this when running 0.05. I didn't even know this option before reading the posting from Michael Mollard. :) One little comment is that after checking out the source code from SVN, I had to cd to RT-Authen-ExternalAuth/trunk instead. Thanks for releasing this fix! Alan Mike Peachey wrote: RT::Authen::ExternalAuth v0.06_03 is now available and is the first (and hopefully only) release candidate for v0.06. Michael Mollard, Sean McCreadie, Can you please test v0.06_03 as soon as possible and let me know how it goes? Having tested myself, it seems good and I'd like to get 0.06 out ASAP as it will be the first official release to support RT-3.8.x Unfortunately, I'm still waiting for CPAN to update with the new version, and when it does, it will be available here: http://search.cpan.org/CPAN/authors/id/Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.06_03.tar.gz But if you'd like to try it now, you can get it from the BPS SVN server: $ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth $ cd RT-Authen-ExternalAuth $ perl Makefile.PL $ make $ make install and it will overwrite the previous version without conflict. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ldap Authentication setup question
Mike, I am downloading the new rev as we speak and will comment shortly. Thank you very much for all your great help, I appreciate it very much. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Friday, October 31, 2008 7:35 AM To: [EMAIL PROTECTED] Cc: RT Users Subject: Re: [rt-users] Ldap Authentication setup question Alan Cheng wrote: Mike, I would like to report that v0.06_03 is working for my RHEL5/RT-3.8.1/Sun Directory Server 6.3. Fantastic! I am seeing new information in my RT log so I know the new version is indeed active. [Fri Oct 31 10:17:36 2008] [error]: Working around bug in RT and reloading RT::User (/usr/local/rt381/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/Ex ternalAuth/autohandler/Auth:8) Indeed. You can thank Kevin Falcone for that. For v0.06_03 to work, I have to put in Set( @Plugins,(qw(RT::Authen::ExternalAuth))); into RT_SiteConfig.pm but didn't need this when running 0.05. I didn't even know this option before reading the posting from Michael Mollard. :) Yeah, will make sure this is at least in the README before a stable release (if Kevin hasn't put it in already). One little comment is that after checking out the source code from SVN, I had to cd to RT-Authen-ExternalAuth/trunk instead. My bad. Thanks for releasing this fix! Alan Pleased to help :) Thanks to Kevin for the majority of the work. Come on then Michael.. one more confirmed happy person and I'm releasing it :) -- 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 ___ 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] Moving transactions between tickets
Yeah, it can be that easy as described by Lars, however you loose notifications when you move txns around using this way. May be it's better to forward again to correct ticket and tender an apology in another. On Fri, Oct 31, 2008 at 5:23 PM, Lars Kellogg-Stedman [EMAIL PROTECTED] wrote: I know how to identify the transaction numbers (from the links to the transactions in the ticket history), but is there any easy way to move the transactions to the correct ticket? I'm sure someone else will have a more authoritative answer, but it looks as if you could simply update the objectid field of the corresponding transaction in the transactions table. Something like: update transactions set objectid = new ticket id where id = transaction id; This worked just fine in my simple test. Note that I'm working from RT 3.8.1 assumptions, but our production RT 3.4.6 install appears to have a similar schema. -- Lars Kellogg-Stedman [EMAIL PROTECTED] ___ 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] (no subject)
also, what would be the easiest way to stop RT from quoting all the text on comment or reply? can i have the comment link NOT quote any text, and the reply link quote the entire message being replied to? thanks! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Friday, October 31, 2008 10:52 AM To: RT Users Mailing List (E-mail) Subject: [rt-users] (no subject) hi all! is there a simple way to get stalled tickets to also show up in the 10 highest priority tickets that i own along with the open ones? thanks Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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] (no subject)
For your first question, you should be able to edit the search to include stalled tickets from the RT Home. For your second, I suspect that will involve some editing of Ticket/Update.html to check if it is a comment or correspond and modify the $ARGS['QuoteTransaction'} argument appropriately. It may be as simple as a quick if in %INIT but I can't swear to that. Gabriel Cadieux wrote: also, what would be the easiest way to stop RT from quoting all the text on comment or reply? can i have the comment link NOT quote any text, and the reply link quote the entire message being replied to? thanks! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Friday, October 31, 2008 10:52 AM To: RT Users Mailing List (E-mail) Subject: [rt-users] (no subject) hi all! is there a simple way to get stalled tickets to also show up in the 10 highest priority tickets that i own along with the open ones? thanks Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] (no subject)
hi all! is there a simple way to get stalled tickets to also show up in the 10 highest priority tickets that i own along with the open ones? thanks Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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 thinks this message may be a bounce
On Fri, Oct 31, 2008 at 9:19 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Rana, What did you see in the database using sql? Kenn LBNL Hi Kenn i did not check with sql uptill now because i want to test it what you say.. let me tell you what i did. 1. I created two tickets in different queues 2. than i merged these tickets (it show me only one queue at merged ticket) than i send many replies and but no bounce for that merged tickets. than i go for steve solution now i got that following are the causes of this bounce error : 1. adding queue address as requestor OR cc OR admincc OR all of three in tickets. 2. replying from ticket adding queue address as CC, BCC, etc. so i change my effected tickets and now there is no bounce. -- - Rana Tanveer +923224194457 http://www.sysadminsline.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 thinks this message may be a bounce
Rana, What did you see in the database using sql? Kenn LBNL and thanks a lot for your valuable time. -- - Rana Tanveer +923224194457 http://www.sysadminsline.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 thinks this message may be a bounce
http://wiki.bestpractical.com/view/RTAddressRegexp On Fri, Oct 31, 2008 at 1:11 AM, Rana Tanveer [EMAIL PROTECTED] wrote: Hi, From an RT ticket in the web interface, send a reply. On this reply, include a To, Cc, or Bcc recipient address that is the address of one of your RT queues. The reply should come into RT and generate the bounce message. Steve Thanks Steve you are right. that was really the casue. now i have made necessary changes to my ticket and become cool -- - Rana Tanveer +923224194457 http://www.sysadminsline.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
Re: [rt-users] (no subject)
D'OH. thanks. lol -Original Message- From: Jerrad Pierce [mailto:[EMAIL PROTECTED] Sent: Friday, October 31, 2008 11:32 AM To: Gabriel Cadieux Cc: RT Users Mailing List (E-mail) Subject: Re: [rt-users] (no subject) On Fri, Oct 31, 2008 at 11:00, Gabriel Cadieux [EMAIL PROTECTED] wrote: also, what would be the easiest way to stop RT from quoting all the text on comment or reply? can i have the comment link NOT quote any text, and the reply link quote the entire message being replied to? thanks! Use the links at the top of the page to get blank textareas if you don't want to delte text. Comment/reply links in the history quote the message they are associated with. -- 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] (no subject)
thanks, i will give that a shot! :) -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Friday, October 31, 2008 11:10 AM To: Gabriel Cadieux Cc: RT Users Mailing List (E-mail) Subject: Re: [rt-users] (no subject) For your first question, you should be able to edit the search to include stalled tickets from the RT Home. For your second, I suspect that will involve some editing of Ticket/Update.html to check if it is a comment or correspond and modify the $ARGS['QuoteTransaction'} argument appropriately. It may be as simple as a quick if in %INIT but I can't swear to that. Gabriel Cadieux wrote: also, what would be the easiest way to stop RT from quoting all the text on comment or reply? can i have the comment link NOT quote any text, and the reply link quote the entire message being replied to? thanks! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Friday, October 31, 2008 10:52 AM To: RT Users Mailing List (E-mail) Subject: [rt-users] (no subject) hi all! is there a simple way to get stalled tickets to also show up in the 10 highest priority tickets that i own along with the open ones? thanks Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] Moving transactions between tickets
On Fri 31.Oct'08 at 13:40:01 -0400, Lars Kellogg-Stedman wrote: Yeah, it can be that easy as described by Lars, however you loose notifications when you move txns around using this way. How hard would it be to add a move to another ticket option to each transaction? Maybe one that's only available on the History page, rather than in the normal view? Or maybe just a new permission to enable it? I know I've seen requests for this sort of thing before, but I've never really thought about the implications. That violates part of RT's central history is immutable philosophy. At a code level, it should be pretty straight forward, but it's unlikely to ever be accepted in the core. -- Lars Kellogg-Stedman [EMAIL PROTECTED] ___ 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 -- pgpvGldrPakbt.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Resolve ticket option not available to RT user
Greetings, One of our RT user accounts does not have the option to resolve tickets available in one specific queue, even tough we did put the account in the a group that other users belong and they don't have this limitation in the queue. Which permissions we should verify to make this user account (or group) to have the permission to resolve tickets? Thanks in advance ___ 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] shipwright tarball for RT 3.8.1 ?
On Thu, Oct 30, 2008 at 01:52:58PM -0400, Andrew Cobaugh wrote: On Thu, Oct 30, 2008 at 1:11 PM, Jesse Vincent [EMAIL PROTECTED] wrote: Not yet, but when we have it, you should be able to get at it via subversion with: svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel I'll see if I can make that happen today, but no promises Thanks! Also, were there issues with the build that's up there for 3.8.0? I tried it a few days ago, and RT complained about certain perl modules being a version or two older than what it wanted. Also, is there an easy way to build a shipwright vessel for the average user, or is that intended to be the job of the people making the releases? The goal is to make it easy. You can download shipwright from cpan and give it a stab. I intend to use shipwright to build/install RT into our distributed filesystem here. Makes RT much easier to migrate from one machine to another if I don't have to worry about things like perl. And sure, I could do all of this by hand, but shipwright should greatly simplify that ;) That's what we're trying for :) --andy -- ___ 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] Allowing Requestors to View Tickets in the UI
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
So, what I did was a bit of a hack, but I like it.
My users/customers already have accounts in a portal. If they submit a
trouble ticket (by any path, we have a web form that generates an email
to RT as well), they can view their tickets via our portal.
If you don't have that relationship with your customers, then this won't
work for you. Note that I do *not* validate my customers against LDAP
or AD or anything like that, our SIMtone USP has an entirely different
interface, and I validate them against that already. I could write a
module to have RT validate against that, but that would cause the users
to have to perform a seperate login to RT, and I'm showing the RT
interface in an IFRAME.
I did this by using ProxyPass on my portal, and in my backend (which is
rails), I am stuffing a session cookie into RT's session DB (using just
enough of RT.pm), and also stuffing the cookie into the client's
browser. That means that they appear to RT that they are already logged
in.
I realized that since the cookie values in both rails and RT are
arbitrary values, that actually I can probably get away with having only
a single cookie.
(My DB, RT, rails application server(s), and Apache load balancer are
all seperate VMs, btw)
I would be happy to share this code. Ah, it's only 20 lines, here ya go:
#!/usr/bin/perl
package RT;
use lib ( /usr/local/share/request-tracker3.6/lib,
/usr/share/request-tracker3.6/lib );
use RT;
use RT::I18N;
use RT::CurrentUser;
use RT::System;
use Data::Dumper;
my $email = $ARGV[0];
LoadConfig();
#Get a database connection
Init();
my $hostname = example.com;
my $hostport = 80;
my $cookiename = RT_SID_.$hostname...$hostport;
my $session_class = 'Apache::Session::MySQL';
use Apache::Session::MySQL;
my %session;
# morning bug avoidance attempt -- pdh 20030815
unless ($RT::Handle-dbh $RT::Handle-dbh-ping) {
$RT::Handle-Connect();
}
eval {
tie %session, $session_class,
undef,
{
Handle = $RT::Handle-dbh,
LockHandle = $RT::Handle-dbh,
};
};
my $user = RT::CurrentUser-new;
$user-LoadByName($email);
if (!$user-Id) {
my $RootUser = RT::User-new(RT::CurrentUser-new('root'));
my ($val, $msg) = $RootUser-Create(EmailAddress = $email,
Name = $email);
die $msg if($val == 0);
$user-Load($val);
}
$session{'CurrentUser'}=$user;
print $session{_session_id}.\n;
#print Session is: .Dumper($user).\n;
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.6 (GNU/Linux)
iQDVAwUBSQtQ+u0sRu40D6vCAQJHgQYAwAgXNBdhXXVyW3Xzri71U3fLNGq4nFpl
/a8knzFyC/xwiKDAPwwM6KkolDGwlBA/36Z/1w3QdxQJSz/jcM5WXvZlHC8A7xsF
lYpzn4hrKYn+IjhKu4qnXuKg+t3KV/TlTj4n8z4mSy448Ek61+dI1dfFFZz91MX2
ieQjM0Fb8K+SbM2J15gI374VO9D93CYd9jhgH/TKy31psUI2h7SE7m3NaBsDYmDu
jdy84kie/Q+ubDKr4e5Gn+vM/oJ9OS0U
=NDhm
-END PGP SIGNATURE-
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Re: [rt-users] Moving transactions between tickets
Jesse == Jesse Vincent [EMAIL PROTECTED] writes: How hard would it be to add a move to another ticket option to each transaction? Maybe one that's only available on the History page, rather than in the normal view? Or maybe just a new permission to enable it? I know I've seen requests for this sort of thing before, but I've never really thought about the implications. Jesse That violates part of RT's central history is immutable Jesse philosophy. At a code level, it should be pretty straight Jesse forward, but it's unlikely to ever be accepted in the core. So, make it copy, and let the original copy be marked up as having been moved, but not remove it. -- Michael Richardson [EMAIL PROTECTED] Director -- Consumer Desktop Development, Simtone Corporation, Ottawa, Canada Personal: http://www.sandelman.ca/mcr/ SIMtone Corporation fundamentally transforms computing into simple, secure, and very low-cost network-provisioned services pervasively accessible by everyone. Learn more at www.simtone.net and www.SIMtoneVDU.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] Resolve ticket option not available to RT user
Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the ModifyTicket right must be given to that group for that queue. I assume they already have SeeQueue, OwnTicket, etc. Hope this helps. Kenn LBNL On 10/31/2008 11:07 AM, Alex Moura wrote: Greetings, One of our RT user accounts does not have the option to resolve tickets available in one specific queue, even tough we did put the account in the a group that other users belong and they don't have this limitation in the queue. Which permissions we should verify to make this user account (or group) to have the permission to resolve tickets? Thanks in advance ___ 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] Moving transactions between tickets
Copy would be lovely. As would clone this transaction to a new ticket So maybe in addition to Reply and Comment, and Forward on each transaction, there would be a Clone? Should this be associated with a new permission? -- Lars Kellogg-Stedman [EMAIL PROTECTED] ___ 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] Moving transactions between tickets
On Fri, Oct 31, 2008 at 03:03:34PM -0400, Lars Kellogg-Stedman wrote: Copy would be lovely. As would clone this transaction to a new ticket So maybe in addition to Reply and Comment, and Forward on each transaction, there would be a Clone? Should this be associated with a new permission? Probably. Minor UI item, at that point, I may want to replace the buttons with a dropdown of actions. -jesse -- Lars Kellogg-Stedman [EMAIL PROTECTED] -- ___ 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] Moving transactions between tickets
I believe Dirk Pape has a Fork/Clone patch floating around out there. I think it was him. I know I snagged it from somewhere. Jesse Vincent wrote: On Fri, Oct 31, 2008 at 02:56:33PM -0400, Lars Kellogg-Stedman wrote: So, make it copy, and let the original copy be marked up as having been moved, but not remove it. +1 Copy would be lovely. As would clone this transaction to a new ticket Because there's a different between history is immutable and my software knows better than you. People do make mistakes, and it's nice to be able to correct them. My secret vested interest in this is that if I adopt the use of message-id references for associating email with tickets, I need a mechanism for correcting the case where someone replies to an old email with the intent of opening a new issue. ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] Resolve ticket option not available to RT user
On 2008/10/31 Kenneth Crocker [EMAIL PROTECTED] wrote: Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the ModifyTicket right must be given to that group for that queue. I assume they already have SeeQueue, OwnTicket, etc. Hope this helps. Thanks Kenn, Yes, the user can see the queue and update tickets. It only cannot resolve tickets. I've confirmed that RT says the user account is a member of the group that has rights to the queue. I just made a test including a test account in the same group, with same results: the resolve ticket option does not show up. The group rights for queue page says that the group the user belongs has these rights: AssignCustomFields CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowScrips ShowTemplate ShowTicket ShowTicketComments I thought the permissions above would be enough... Would it be that the user account itself need to have the ModifyTicket permission? ___ 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] Resolve ticket option not available to RT user
Alex, No, the USer Does not need any rights assigned if they are already in a group with the correct rights. From your list, the correct rights has been granted, so there must be something else wrong. What is the error message you get? Kenn LBNL On 10/31/2008 12:46 PM, Alex Moura wrote: On 2008/10/31 Kenneth Crocker [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the ModifyTicket right must be given to that group for that queue. I assume they already have SeeQueue, OwnTicket, etc. Hope this helps. Thanks Kenn, Yes, the user can see the queue and update tickets. It only cannot resolve tickets. I've confirmed that RT says the user account is a member of the group that has rights to the queue. I just made a test including a test account in the same group, with same results: the resolve ticket option does not show up. The group rights for queue page says that the group the user belongs has these rights: AssignCustomFields CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowScrips ShowTemplate ShowTicket ShowTicketComments I thought the permissions above would be enough... Would it be that the user account itself need to have the ModifyTicket permission? ___ 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] Display problems on Approvals page
I'm trying to wrap my head around both the CSS and HTML structure of the approvals page (http://.../Approvals/). There are some very odd display problems with it that do not appear to be browser specific. Approvals -- and the Search for approvals form -- fall off the bottom of the white content area and end up flush left with the side of the browser window. Has anyone else encountered this? I'm poking through the code right now, but I don't know if I'll make much headway this evening. -- Lars Kellogg-Stedman [EMAIL PROTECTED] ___ 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] Display problems on Approvals page
of the browser window. Has anyone else encountered this? I'm poking
through the code right now, but I don't know if I'll make much headway
this evening.
I've gotten as far as determining that the culprit is the following
chunk of code in Approval/Approve:
% if ($ShowHistory) { /Ticket/Elements/ShowHistory, Ticket =
$approving, Collapsed = 0, ShowTitle = 0, ShowHeaders = 0,
ShowDisplayModes = 0, ShowTitleBarCommands = 0
% }
If I remove this, everything displays correctly.
--
Lars Kellogg-Stedman [EMAIL PROTECTED]
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[rt-users] MySQL FULLTEXT searching
Can RT support MySQL fulltext searching? I can easily create a FULLTEXT index on Attachments, but can I add this to the web interface somehow? Searching for Content matches 'whatever' is unusuably slow, especially when you have tons of large binary attachments (the $DontSearchFileAttachments setting doesn't seem to help much). -- We're just a Bunch Of Regular Guys, a collective group that's trying to understand and assimilate technology. We feel that resistance to new ideas and technology is unwise and ultimately futile. ___ 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] MySQL FULLTEXT searching
On Sat, Nov 1, 2008 at 4:42 AM, Kelly Jones [EMAIL PROTECTED] wrote: Can RT support MySQL fulltext searching? No. InnoDB has no fulltext indexes. I can easily create a FULLTEXT index on Attachments, but can I add this to the web interface somehow? Searching for Content matches 'whatever' is unusuably slow, especially when you have tons of large binary attachments (the $DontSearchFileAttachments setting doesn't seem to help much). -- We're just a Bunch Of Regular Guys, a collective group that's trying to understand and assimilate technology. We feel that resistance to new ideas and technology is unwise and ultimately futile. ___ 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
