[rt-users] a question about rigths

[Alberto Villanueva]

Hi all!!

 

I have a question: "OwnTicket" right involves "StealTicket"??

 

Thanks!

 

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor



Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

 

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[rt-users] PATH for executing external programs from RT?

[Matthew Seaman]

Dear all,

When I click on 'graph' links in the Ticket display I get an error like so:

Command 'dot' not found in /bin, /usr/bin at 
/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm line 1160 Stack: 
[/usr/local/lib/perl5/5.8.9/Carp.pm:44] 
[/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:1213] 
[/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:2051] 
[/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:2758] 
[/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:1432] 
[/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm:1160] 
[/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm:981] 
[/usr/local/share/rt38/html/Ticket/Graphs/Elements/ShowGraph:49] 
[/usr/local/share/rt38/html/Ticket/Graphs/Elements/ShowGraph:49] 
[/usr/local/share/rt38/html/Ticket/Graphs/index.html:57] 
[/usr/local/share/rt38/html/autohandler:311]


which is entirely understandable as under FreeBSD, dot is installed as
/usr/local/bin/dot :

# /usr/local/bin/dot -V
dot - Graphviz version 2.20.3 (Mon Feb 16 20:41:15 UTC 2009)

Similarly, none of the GPG functionality is working and there are many
instances like the following in the log file:

[Thu Feb 19 13:15:04 2009] [debug]: Probe for GPG failed. Process exitted 
with code 13 (/usr/local/lib/perl5/site_perl/5.8.9/RT/Crypt/GnuPG.pm:2362)
[Thu Feb 19 13:15:04 2009] [debug]: RT's GnuPG libraries couldn't 
successfully execute gpg. PGP support has been disabled 
(/usr/local/lib/perl5/site_perl/5.8.9/RT/Config.pm:350)


gpg is installed and working just fine, but again -- as /usr/local/bin/gpg:

:# /usr/local/bin/gpg --version
gpg (GnuPG) 2.0.10
libgcrypt 1.4.4
Copyright (C) 2009 Free Software Foundation, Inc.
License GPLv3+: GNU GPL version 3 or later 
This is free software: you are free to change and redistribute it.
There is NO WARRANTY, to the extent permitted by law.

Home: ~/.gnupg
Supported algorithms:
Pubkey: RSA, ELG, DSA
Cipher: 3DES, CAST5, BLOWFISH, AES, AES192, AES256, TWOFISH
Hash: MD5, SHA1, RIPEMD160, SHA256, SHA384, SHA512, SHA224
Compression: Uncompressed, ZIP, ZLIB, BZIP2

Now, I had thought this was simply down to the environment Apache is 
started up with, or that it would pass through to CGI scripts.  However

no amount of fiddling with /usr/local/etc/apache22/envars.d/path.env
or adding 'PassEnv PATH' in the apache config or of other similar attempts
has made any difference.  Neither have I been able to find any solution by
grepping through quantities of perl modules.

Is there a standard means either for setting the PATH rt applies to
commands it invokes, or for supplying a fully qualified path for 
subsidiary programs it invokes?


Cheers,

Matthew

--
Dr Matthew SeamanThe Bunker, Ash Radar Station
PGP: 0x60AE908C on servers   Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK



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Re: [rt-users] PATH for executing external programs from RT?

[Kenneth Marshall]

Re-install the GraphViz and GnuPG modules using the correct
paths to these programs. Alternatively, you can make a symbolic
link from the actual location to where the module is looking for
these programs.

Cheers,
Ken

On Thu, Feb 19, 2009 at 01:32:43PM +, Matthew Seaman wrote:
>
> Dear all,
>
> When I click on 'graph' links in the Ticket display I get an error like so:
>
> Command 'dot' not found in /bin, /usr/bin at 
> /usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm line 1160 Stack: 
> [/usr/local/lib/perl5/5.8.9/Carp.pm:44] 
> [/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:1213] 
> [/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:2051] 
> [/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:2758] 
> [/usr/local/lib/perl5/site_perl/5.8.9/IPC/Run.pm:1432] 
> [/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm:1160] 
> [/usr/local/lib/perl5/site_perl/5.8.9/GraphViz.pm:981] 
> [/usr/local/share/rt38/html/Ticket/Graphs/Elements/ShowGraph:49] 
> [/usr/local/share/rt38/html/Ticket/Graphs/Elements/ShowGraph:49] 
> [/usr/local/share/rt38/html/Ticket/Graphs/index.html:57] 
> [/usr/local/share/rt38/html/autohandler:311]
>
> which is entirely understandable as under FreeBSD, dot is installed as
> /usr/local/bin/dot :
>
> # /usr/local/bin/dot -V
> dot - Graphviz version 2.20.3 (Mon Feb 16 20:41:15 UTC 2009)
>
> Similarly, none of the GPG functionality is working and there are many
> instances like the following in the log file:
>
> [Thu Feb 19 13:15:04 2009] [debug]: Probe for GPG failed. Process exitted 
> with code 13 (/usr/local/lib/perl5/site_perl/5.8.9/RT/Crypt/GnuPG.pm:2362)
> [Thu Feb 19 13:15:04 2009] [debug]: RT's GnuPG libraries couldn't 
> successfully execute gpg. PGP support has been disabled 
> (/usr/local/lib/perl5/site_perl/5.8.9/RT/Config.pm:350)
>
> gpg is installed and working just fine, but again -- as /usr/local/bin/gpg:
>
> :# /usr/local/bin/gpg --version
> gpg (GnuPG) 2.0.10
> libgcrypt 1.4.4
> Copyright (C) 2009 Free Software Foundation, Inc.
> License GPLv3+: GNU GPL version 3 or later 
> 
> This is free software: you are free to change and redistribute it.
> There is NO WARRANTY, to the extent permitted by law.
>
> Home: ~/.gnupg
> Supported algorithms:
> Pubkey: RSA, ELG, DSA
> Cipher: 3DES, CAST5, BLOWFISH, AES, AES192, AES256, TWOFISH
> Hash: MD5, SHA1, RIPEMD160, SHA256, SHA384, SHA512, SHA224
> Compression: Uncompressed, ZIP, ZLIB, BZIP2
>
> Now, I had thought this was simply down to the environment Apache is 
> started up with, or that it would pass through to CGI scripts.  However
> no amount of fiddling with /usr/local/etc/apache22/envars.d/path.env
> or adding 'PassEnv PATH' in the apache config or of other similar attempts
> has made any difference.  Neither have I been able to find any solution by
> grepping through quantities of perl modules.
>
> Is there a standard means either for setting the PATH rt applies to
> commands it invokes, or for supplying a fully qualified path for subsidiary 
> programs it invokes?
>
>   Cheers,
>
>   Matthew
>
> -- 
> Dr Matthew SeamanThe Bunker, Ash Radar Station
> PGP: 0x60AE908C on servers   Marshborough Rd
> Tel: +44 1304 814890 Sandwich
> Fax: +44 1304 814899 Kent, CT13 0PL, UK
>



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[rt-users] Autocreated on ticket submission - Quert Builder

[Bashir Jahed]

Hi Alll,

 

I have a problem that has shown up over the last week. It looks as if
every single person who has ever submitted a ticket request has had a
user autocreated. These users now how up in query builder when we try
and do a search on the owner. Selecting the owner shows every single
email address of every person who has ever submitted a support request.

 

Any ideas how to prevent this from happening?

 

RT  3.8.0

 

Thanks in advance

 



bashir jahed
nha | enhance
 

5 protea road | claremont | 7708
po box 24 | newlands | 7725
 

telephone +27 (21) 657-2574

mobile +27 (83) 414-0453

facsimile +27 (21) 657-2575

e-mail | messenger bashir.ja...@nha.co.za
 



this message is subject to the disclaimer at
www.nha.co.za/disclaimer.asp   or
disclai...@nha.co.za
  

 

 

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Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Kenneth Marshall]

Bashir,

You need to fix your permissions. Somewhere you are letting every
address own a ticket. That is what determines what shows up in the
pull-down. Happy hunting.

Ken

On Thu, Feb 19, 2009 at 04:16:07PM +0200, Bashir Jahed wrote:
> Hi Alll,
> 
>  
> 
> I have a problem that has shown up over the last week. It looks as if
> every single person who has ever submitted a ticket request has had a
> user autocreated. These users now how up in query builder when we try
> and do a search on the owner. Selecting the owner shows every single
> email address of every person who has ever submitted a support request.
> 
>  
> 
> Any ideas how to prevent this from happening?
> 
>  
> 
> RT  3.8.0
> 
>  
> 
> Thanks in advance
> 
>  
> 
> 
> 
> bashir jahed
> nha | enhance
>  
> 
> 5 protea road | claremont | 7708
> po box 24 | newlands | 7725
>  
> 
> telephone +27 (21) 657-2574
> 
> mobile +27 (83) 414-0453
> 
> facsimile +27 (21) 657-2575
> 
> e-mail | messenger bashir.ja...@nha.co.za
>  
> 
> 
> 
> this message is subject to the disclaimer at
> www.nha.co.za/disclaimer.asp   or
> disclai...@nha.co.za
>   
> 
>  
> 
>  
> 

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Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Bashir Jahed]

Man how did this happen, all user have ticked "Allow user to access RT"

I am assuming this is the permission problem. Problem is how do i
disable thisThousands of email addresses

-Original Message-
From: Kenneth Marshall [mailto:k...@rice.edu] 
Sent: 19 February 2009 04:18 PM
To: Bashir Jahed
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder

Bashir,

You need to fix your permissions. Somewhere you are letting every
address own a ticket. That is what determines what shows up in the
pull-down. Happy hunting.

Ken

On Thu, Feb 19, 2009 at 04:16:07PM +0200, Bashir Jahed wrote:
> Hi Alll,
> 
>  
> 
> I have a problem that has shown up over the last week. It looks as if
> every single person who has ever submitted a ticket request has had a
> user autocreated. These users now how up in query builder when we try
> and do a search on the owner. Selecting the owner shows every single
> email address of every person who has ever submitted a support
request.
> 
>  
> 
> Any ideas how to prevent this from happening?
> 
>  
> 
> RT  3.8.0
> 
>  
> 
> Thanks in advance
> 
>  
> 
> 
> 
> bashir jahed
> nha | enhance
>  
> 
> 5 protea road | claremont | 7708
> po box 24 | newlands | 7725
>  
> 
> telephone +27 (21) 657-2574
> 
> mobile +27 (83) 414-0453
> 
> facsimile +27 (21) 657-2575
> 
> e-mail | messenger bashir.ja...@nha.co.za
>  
> 
> 
> 
> this message is subject to the disclaimer at
> www.nha.co.za/disclaimer.asp   or
> disclai...@nha.co.za
>   
> 
>  
> 
>  
> 

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> Community help: http://wiki.bestpractical.com
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Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Mike Peachey]

Bashir Jahed wrote:
> Man how did this happen, all user have ticked "Allow user to access RT"
> 
> I am assuming this is the permission problem. Problem is how do i
> disable thisThousands of email addresses

I think you're misunderstanding how the system works.

In order to raise a ticket, the ticket must have a requestor. If the
requestor doesn't exist as a user, the ticket can't be created. If you
want someone to be able to create a ticket by email, it must auto-create
an account for them based on the e-mail address.

What you're seeing is normal behaviour. It would only be a problem if
they were all being granted privileged user status (the checkbox for let
this user be granted rights). In that case, then they would all show up
in a user-selection combo box.

-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Bashir Jahed]

I have done the following:

Checked for a specific user in the search box as owner to confirm it
shows up. Then went into the specific user and unchecked "/users/Access
Control/Let this user access RT" checkbox and confirmed that the user no
longer shows up in the search box in the "Owner Field"

They never used to show up and cannot race if anything has happened over
the last week. Was on Leave and this was discovered while I was a way
and nobody is claiming any responsibility

So there is now way for me to find out what happened...

-Original Message-
From: Mike Peachey [mailto:mike.peac...@jennic.com] 
Sent: 19 February 2009 04:31 PM
To: Bashir Jahed
Cc: Kenneth Marshall; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder

Bashir Jahed wrote:
> Man how did this happen, all user have ticked "Allow user to access
RT"
> 
> I am assuming this is the permission problem. Problem is how do i
> disable thisThousands of email addresses

I think you're misunderstanding how the system works.

In order to raise a ticket, the ticket must have a requestor. If the
requestor doesn't exist as a user, the ticket can't be created. If you
want someone to be able to create a ticket by email, it must auto-create
an account for them based on the e-mail address.

What you're seeing is normal behaviour. It would only be a problem if
they were all being granted privileged user status (the checkbox for let
this user be granted rights). In that case, then they would all show up
in a user-selection combo box.

-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Mike Peachey]

Bashir Jahed wrote:
> I have done the following:
> 
> Checked for a specific user in the search box as owner to confirm it
> shows up. Then went into the specific user and unchecked "/users/Access
> Control/Let this user access RT" checkbox and confirmed that the user no
> longer shows up in the search box in the "Owner Field"

Because that user is now disabled and is unable to raise tickets from
that e-mail address..

-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] PATH for executing external programs from RT?

[Matthew Seaman]

Kenneth Marshall wrote:

Re-install the GraphViz and GnuPG modules using the correct
paths to these programs. Alternatively, you can make a symbolic
link from the actual location to where the module is looking for
these programs.



Both of those modules use the PATH setting in the environment to find
executables.  There is no explicit record of where programs were found at 
installation time.


And, no, I'm not going to make a rat's nest of symbolic links everywhere.
Fixing the thing that is broken is what is required, and in this case I'd 
say RT is pretty clearly not doing the right thing.


Cheers,

Matthew


--
Dr Matthew SeamanThe Bunker, Ash Radar Station
PGP: 0x60AE908C on servers   Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK



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[rt-users] Deleted status

[Alberto Villanueva]

Hi,

 

Does anyone know if a ticket has 'deleted' status it will be deleted
permanently?

 

Thanks!

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor



Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

 

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[rt-users] WebService for RT?

[Chris Black]

Has anyone ever written a webservice or something to remotely create and
update tickets? I have a few ideas where I need an external system to check,
create and update RT tickets.

I have done this in the past with the SSH and local scripts, but I would
rather not have to do that with this solution.

Thanks for you suggestions or help!
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Re: [rt-users] Deleted status

[Drew Barnes]

Nope, it will still exist in the database and will still be viewable if 
someone knows the id. The only way to truly delete is to use Shredder.


Alberto Villanueva wrote:
>
> Hi,
>
> Does anyone know if a ticket has ‘deleted’ status it will be deleted 
> permanently?
>
> Thanks!
>
> Regards,
>
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> 
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> 
>
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-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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Re: [rt-users] PATH for executing external programs from RT?

[Matthew Seaman]

Matthew Seaman wrote:

Kenneth Marshall wrote:

Re-install the GraphViz and GnuPG modules using the correct
paths to these programs. Alternatively, you can make a symbolic
link from the actual location to where the module is looking for
these programs.



Both of those modules use the PATH setting in the environment to find
executables.  There is no explicit record of where programs were found 
at installation time.


And, no, I'm not going to make a rat's nest of symbolic links everywhere.
Fixing the thing that is broken is what is required, and in this case 
I'd say RT is pretty clearly not doing the right thing.




A hah! Found it.

splenetic:/usr/local/bin:# diff -u webmux.pl{.save,}
--- webmux.pl.save  2009-02-16 15:49:57.0 +
+++ webmux.pl   2009-02-19 15:21:01.0 +
@@ -49,7 +49,7 @@
 use strict;

 BEGIN {
-$ENV{'PATH'}   = '/bin:/usr/bin'; # or whatever 
you need
+$ENV{'PATH'}   = '/bin:/usr/bin:/usr/local/bin'; 
# or whatever you need

 $ENV{'CDPATH'} = '' if defined $ENV{'CDPATH'};
 $ENV{'SHELL'}  = '/bin/sh' if defined $ENV{'SHELL'};
 $ENV{'ENV'}= '' if defined $ENV{'ENV'};

Now the graph links work, and the GPG links are actually showing up.
Definately one for the FreeBSD port even if not accepted upstream.

Cheers,

Matthew

--
Dr Matthew SeamanThe Bunker, Ash Radar Station
PGP: 0x60AE908C on servers   Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK



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Re: [rt-users] Deleted status

[Alberto Villanueva]

Thanks!! I thought that :)

Now, if I want to delete several tickets by id, could it be done on shredder? I
doesn't accept queries :(

Regards,

ALBERTO VILLANUEVA VAL 
Consultor

 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 
-Mensaje original-
De: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] 
Enviado el: jueves, 19 de febrero de 2009 16:32
Para: Alberto Villanueva
CC: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Deleted status

Nope, it will still exist in the database and will still be viewable if 
someone knows the id. The only way to truly delete is to use Shredder.


Alberto Villanueva wrote:
>
> Hi,
>
> Does anyone know if a ticket has 'deleted' status it will be deleted 
> permanently?
>
> Thanks!
>
> Regards,
>
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> 
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> 
>
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>
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>
>
> 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


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[rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

We have an RT instance in a trusted environment. I have the following in
RT_SiteConfig.pm:

Set($TrustHTMLAttachments, 1);
Set($PreferRichText, 1);
Set($MaxAttachmentSize , 1000);

I even turned of the HTML scrubber, yet when I attach an html file to a
ticket and then save it back to my filesystem, the md5sum is changed. This
doesn't happen for other file types.

Anyone know what it going on?

Thanks!
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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

On Thu, Feb 19, 2009 at 10:44:50AM -0500, Todd Chapman wrote:
> We have an RT instance in a trusted environment. I have the following in
> RT_SiteConfig.pm:
> 
> Set($TrustHTMLAttachments, 1);
> Set($PreferRichText, 1);
> Set($MaxAttachmentSize , 1000);
> 
> I even turned of the HTML scrubber, yet when I attach an html file to a
> ticket and then save it back to my filesystem, the md5sum is changed. 

md5sum changed and "mangled" are hardly the same thing. But yes, RT
canonicalizes text to UTF8 as it comes in.

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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

Thanks for the reply Jessee,

The html no longer displays correctly in the browser after canonicalization.
Suggestions?

On Thu, Feb 19, 2009 at 10:47 AM, Jesse Vincent wrote:

>
>
>
> On Thu, Feb 19, 2009 at 10:44:50AM -0500, Todd Chapman wrote:
> > We have an RT instance in a trusted environment. I have the following in
> > RT_SiteConfig.pm:
> >
> > Set($TrustHTMLAttachments, 1);
> > Set($PreferRichText, 1);
> > Set($MaxAttachmentSize , 1000);
> >
> > I even turned of the HTML scrubber, yet when I attach an html file to a
> > ticket and then save it back to my filesystem, the md5sum is changed.
>
> md5sum changed and "mangled" are hardly the same thing. But yes, RT
> canonicalizes text to UTF8 as it comes in.
>
>
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Re: [rt-users] Deleted status

[Alberto Villanueva]

I have a possible solution:

- Select tickets
- Change to "deleted" status
- Remove to "shredder"

Regards,

ALBERTO VILLANUEVA VAL 
Consultor

 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alberto
Villanueva
Enviado el: jueves, 19 de febrero de 2009 16:41
Para: 'Drew Barnes'
CC: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Deleted status

Thanks!! I thought that :)

Now, if I want to delete several tickets by id, could it be done on shredder? I
doesn't accept queries :(

Regards,

ALBERTO VILLANUEVA VAL 
Consultor

 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 
-Mensaje original-
De: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] 
Enviado el: jueves, 19 de febrero de 2009 16:32
Para: Alberto Villanueva
CC: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Deleted status

Nope, it will still exist in the database and will still be viewable if 
someone knows the id. The only way to truly delete is to use Shredder.


Alberto Villanueva wrote:
>
> Hi,
>
> Does anyone know if a ticket has 'deleted' status it will be deleted 
> permanently?
>
> Thanks!
>
> Regards,
>
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> 
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es 
>
> 
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> 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


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Re: [rt-users] WebService for RT?

[Chris Black]

Thanks. This looks like a good solution, however I need something that  
can give me back the Ticket ID and other information immediately.  
Having to wait for an email reply from RT to confirm the changes, etc  
would not be  ideal.

Thanks!

On Feb 19, 2009, at 7:30 AM, Kobus Bensch - No Sig wrote:

> Hi
>
> Enable and use the commands by email option.
>
> Kobus
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Re: [rt-users] WebService for RT?

[Stefan Hornburg]

Chris Black wrote:
> Thanks. This looks like a good solution, however I need something that  
> can give me back the Ticket ID and other information immediately.  
> Having to wait for an email reply from RT to confirm the changes, etc  
> would not be  ideal.
> 

The REST interface just gives you the information back immediately
if you don't count HTTP roundtrip time.

Regards
  Racke

-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team

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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

The original file when opened up in a browser looks like a formatted web
page. After processing by RT the file look like it is rendered as what looks
like plain text in Safari. In Firefox there are a bunch of weird question
mark characters representing the spaces between characters. FF's page info
says it's a type = "text/html" and encoding = UTF-8.

On Thu, Feb 19, 2009 at 11:05 AM, Jesse Vincent wrote:

>
> On Thu 19.Feb'09 at 10:49:11 -0500, Todd Chapman wrote:
> >Thanks for the reply Jessee,
> >
> >The html no longer displays correctly in the browser after
> >canonicalization. Suggestions?
>
> What do you mean "no longer displays correctly"?
>
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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

On Thu 19.Feb'09 at 10:49:11 -0500, Todd Chapman wrote:
>Thanks for the reply Jessee,
> 
>The html no longer displays correctly in the browser after
>canonicalization. Suggestions?

What do you mean "no longer displays correctly"? 
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Re: [rt-users] Forward an entire ticket to an outside email address.

[Todd Chapman]

That's a feature of RT 3.8.

On Wed, Feb 18, 2009 at 6:29 PM, Chris Crow wrote:

> I have a quick question about RT.
>
> We have a group of technicians that work entirely from the RT's web
> interface, so they never see any email. This works great, but they want
> a way to forward a ticket, including any attachments, to an outside
> email address.
>
> I have no idea how to get this accomplished, my first thought was to
> write a perl script that would send the ticket log and attachment to an
> email address of choice. I'm a intermediate perl programmer on a good
> day, so I was wondering if anyone had any better ideas.
>
> Thanks in advance,
>
> Chris
>
> Also, everyone at my company loves RT, it has changed the way we do
> support!
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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote:
>Correction, the weird question mark characters are between every character
>in the original document. Like so:
> 
><�h�e�a�d�>� � �<�m�e�t�a�

Fascinating. Does it do this with all html attachments?
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Re: [rt-users] Forward an entire ticket to an outside email address.

[Todd Chapman]

Actually, you can't forward a whole ticket, but you can forward a comment or
correspondence.

On Thu, Feb 19, 2009 at 11:34 AM, Todd Chapman  wrote:

> That's a feature of RT 3.8.
>
>
> On Wed, Feb 18, 2009 at 6:29 PM, Chris Crow wrote:
>
>> I have a quick question about RT.
>>
>> We have a group of technicians that work entirely from the RT's web
>> interface, so they never see any email. This works great, but they want
>> a way to forward a ticket, including any attachments, to an outside
>> email address.
>>
>> I have no idea how to get this accomplished, my first thought was to
>> write a perl script that would send the ticket log and attachment to an
>> email address of choice. I'm a intermediate perl programmer on a good
>> day, so I was wondering if anyone had any better ideas.
>>
>> Thanks in advance,
>>
>> Chris
>>
>> Also, everyone at my company loves RT, it has changed the way we do
>> support!
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>> Commercial support: sa...@bestpractical.com
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>>
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>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

Jesse,

That does not appear to be the case. Can I send the original file directly
to you?

On Thu, Feb 19, 2009 at 11:35 AM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote:
> >Correction, the weird question mark characters are between every
> character
> >in the original document. Like so:
> >
> ><�h�e�a�d�>� � �<�m�e�t�a�
>
> Fascinating. Does it do this with all html attachments?
>
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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

Correction, the weird question mark characters are between every character
in the original document. Like so:

<�h�e�a�d�>� � �<�m�e�t�a� �h�t�t�p�-�e�q�u�i�v�=�C�o�n�t�e�n�t�-�T�y�p�e�
�c�o�n�t�e�n�t�=�"�t�e�x�t�/�h�t�m�l�;� �c�h�a�r�s�e�t�=�u�n�i�c�o�d�e�"�>�
� �<�m�e�t�a� �n�a�m�e�=�P�r�o�g�I�d�
�c�o�n�t�e�n�t�=�W�o�r�d�.�D�o�c�u�m�e�n�t�>� � �<�m�e�t�a�
�n�a�m�e�=�G�e�n�e�r�a�t�o�r� �c�o�n�t�e�n�t�=�"�M�i�c�r�o�s�o�f�t�
�W�o�r�d� �1�2�"�>� � �<�m�e�t�a� �n�a�m�e�=�O�r�i�g�i�n�a�t�o�r�
�c�o�n�t�e�n�t�=�"�M�i�c�r�o�s�o�f�t� �W�o�r�d� �1�2�"�>� � �<�l�i�n�k�
�r�e�l�=�F�i�l�e�-�L�i�s�t� �

On Thu, Feb 19, 2009 at 11:11 AM, Todd Chapman  wrote:

> The original file when opened up in a browser looks like a formatted web
> page. After processing by RT the file look like it is rendered as what looks
> like plain text in Safari. In Firefox there are a bunch of weird question
> mark characters representing the spaces between characters. FF's page info
> says it's a type = "text/html" and encoding = UTF-8.
>
>
> On Thu, Feb 19, 2009 at 11:05 AM, Jesse Vincent 
> wrote:
>
>>
>> On Thu 19.Feb'09 at 10:49:11 -0500, Todd Chapman wrote:
>> >Thanks for the reply Jessee,
>> >
>> >The html no longer displays correctly in the browser after
>> >canonicalization. Suggestions?
>>
>> What do you mean "no longer displays correctly"?
>>
>
>
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Re: [rt-users] WebService for RT?

[Stefan Hornburg]

Chris Black wrote:
> Has anyone ever written a webservice or something to remotely create and 
> update tickets? I have a few ideas where I need an external system to 
> check, create and update RT tickets.
> 
> I have done this in the past with the SSH and local scripts, but I would 
> rather not have to do that with this solution.

There is a REST interface and a corresponding Perl module (though that
might be a bit outdated with 3.8).

Regards
Racke


-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team

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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

According to FF the original file has an encoding of UTF-16LE. It was
generated by Word. (I know, I know)

On Thu, Feb 19, 2009 at 11:35 AM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote:
> >Correction, the weird question mark characters are between every
> character
> >in the original document. Like so:
> >
> ><�h�e�a�d�>� � �<�m�e�t�a�
>
> Fascinating. Does it do this with all html attachments?
>
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Re: [rt-users] PATH for executing external programs from RT?

[Kenneth Marshall]

I just assumed that the values were hardcoded and not something
that changing your PATH setting would affect. Since that is the
case, this is the appropriate change. I am glad you fixed it.

Cheers,
Ken

On Thu, Feb 19, 2009 at 03:36:30PM +, Matthew Seaman wrote:
> Matthew Seaman wrote:
>> Kenneth Marshall wrote:
>>> Re-install the GraphViz and GnuPG modules using the correct
>>> paths to these programs. Alternatively, you can make a symbolic
>>> link from the actual location to where the module is looking for
>>> these programs.
>>>
>> Both of those modules use the PATH setting in the environment to find
>> executables.  There is no explicit record of where programs were found at 
>> installation time.
>> And, no, I'm not going to make a rat's nest of symbolic links everywhere.
>> Fixing the thing that is broken is what is required, and in this case I'd 
>> say RT is pretty clearly not doing the right thing.
>
> A hah! Found it.
>
> splenetic:/usr/local/bin:# diff -u webmux.pl{.save,}
> --- webmux.pl.save  2009-02-16 15:49:57.0 +
> +++ webmux.pl   2009-02-19 15:21:01.0 +
> @@ -49,7 +49,7 @@
>  use strict;
>
>  BEGIN {
> -$ENV{'PATH'}   = '/bin:/usr/bin'; # or whatever 
> you need
> +$ENV{'PATH'}   = '/bin:/usr/bin:/usr/local/bin'; # or whatever you 
> need
>  $ENV{'CDPATH'} = '' if defined $ENV{'CDPATH'};
>  $ENV{'SHELL'}  = '/bin/sh' if defined $ENV{'SHELL'};
>  $ENV{'ENV'}= '' if defined $ENV{'ENV'};
>
> Now the graph links work, and the GPG links are actually showing up.
> Definately one for the FreeBSD port even if not accepted upstream.
>
>   Cheers,
>
>   Matthew
>
> -- 
> Dr Matthew SeamanThe Bunker, Ash Radar Station
> PGP: 0x60AE908C on servers   Marshborough Rd
> Tel: +44 1304 814890 Sandwich
> Fax: +44 1304 814899 Kent, CT13 0PL, UK
>


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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
>According to FF the original file has an encoding of UTF-16LE. It was
>generated by Word. (I know, I know)

Now we're getting somewhere.  Was it attached to a mail as an
attachment? If so, what do the headers for the original attachment look
like as they hit RT.  If not, how did it get into RT?
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Re: [rt-users] WebService for RT?

[Jesse Vincent]

On Thu 19.Feb'09 at 16:50:03 +0100, Stefan Hornburg wrote:
> There is a REST interface and a corresponding Perl module (though that
> might be a bit outdated with 3.8).

I'm using RT::Client::REST against 3.8.2 just fine.
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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

It was attached using the web interface.

On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
> >According to FF the original file has an encoding of UTF-16LE. It was
> >generated by Word. (I know, I know)
>
> Now we're getting somewhere.  Was it attached to a mail as an
> attachment? If so, what do the headers for the original attachment look
> like as they hit RT.  If not, how did it get into RT?
>
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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

It was attached in the web interface on the Create.html page. (Not a custom
field)

On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
> >According to FF the original file has an encoding of UTF-16LE. It was
> >generated by Word. (I know, I know)
>
> Now we're getting somewhere.  Was it attached to a mail as an
> attachment? If so, what do the headers for the original attachment look
> like as they hit RT.  If not, how did it get into RT?
>
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Re: [rt-users] a question about rigths

[Jesse Vincent]

> 
> 
>I have a question: "OwnTicket" right involves "StealTicket"??

StealTicket means you can take ownership of a ticket someone else owns.
OwnTicket is "who's allowed to own the ticket at all"

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Re: [rt-users] a question about rigths

[Alberto Villanueva]

Hi!

Thanks by the answer ;)

But... I have granted the "take" permission to my users..., and they can steal
tickets!! :( :(

Any idea?

Regards,

ALBERTO VILLANUEVA VAL 
Consultor

 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-Mensaje original-
De: Jesse Vincent [mailto:je...@bestpractical.com] 
Enviado el: jueves, 19 de febrero de 2009 18:00
Para: Alberto Villanueva
CC: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] a question about rigths


> 
> 
>I have a question: "OwnTicket" right involves "StealTicket"??

StealTicket means you can take ownership of a ticket someone else owns.
OwnTicket is "who's allowed to own the ticket at all"


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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

On Thu 19.Feb'09 at 11:55:19 -0500, Todd Chapman wrote:
>It was attached in the web interface on the Create.html page. (Not a
>custom field)

And what headers is RT serving it out with? Is RT announcing it as utf8?
Is that stored in the database as content-type?

If you save the raw data from RT to disk and open it in a browser, does
it render correctly? (Use wget, not your browser to save it. The browser
could corrupt it)

> 
>On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent
><[1]je...@bestpractical.com> wrote:
> 
>  On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
>  >According to FF the original file has an encoding of UTF-16LE. It
>  was
>  >generated by Word. (I know, I know)
> 
>  Now we're getting somewhere.  Was it attached to a mail as an
>  attachment? If so, what do the headers for the original attachment look
>  like as they hit RT.  If not, how did it get into RT?
> 
> References
> 
>Visible links
>1. mailto:je...@bestpractical.com

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[rt-users] changed site to SSL -- no username/password prompt?

[Jo Rhett]

This is probably FAQ but I've been searching and coming up dry.

We changed the site to SSL.  Setup the apache vhost correctly.   
Changed the webbaseurl in RT_SiteConfig.  Changed the mailgate  
aliases.  Stopped apache and cleared the mason cache.

It's working just fine in an Apache sense.  Mailgate is working fine  
and submitting tickets.  We're getting notifications about new tickets  
and updated tickets.

...but we can't login.  The login page has no username/password  
prompt.  The login page is otherwise whole and displays correctly.   
There's just no username/password prompt.  No where to enter our login  
information.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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Re: [rt-users] changed site to SSL -- no username/password prompt?

[Jo Rhett]

In specific, the titlebox content is empty.



   
   
 
Login
 3.8.2
   
   



 
   




On Feb 19, 2009, at 9:35 AM, Jo Rhett wrote:
> This is probably FAQ but I've been searching and coming up dry.
>
> We changed the site to SSL.  Setup the apache vhost correctly.
> Changed the webbaseurl in RT_SiteConfig.  Changed the mailgate
> aliases.  Stopped apache and cleared the mason cache.
>
> It's working just fine in an Apache sense.  Mailgate is working fine
> and submitting tickets.  We're getting notifications about new tickets
> and updated tickets.
>
> ...but we can't login.  The login page has no username/password
> prompt.  The login page is otherwise whole and displays correctly.
> There's just no username/password prompt.  No where to enter our login
> information.
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
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-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

On Thu, Feb 19, 2009 at 12:29 PM, Jesse Vincent wrote:

>
>
>
> On Thu 19.Feb'09 at 11:55:19 -0500, Todd Chapman wrote:
> >It was attached in the web interface on the Create.html page. (Not a
> >custom field)
>
> And what headers is RT serving it out with? Is RT announcing it as utf8?
> Is that stored in the database as content-type?
>
> If you save the raw data from RT to disk and open it in a browser, does
> it render correctly? (Use wget, not your browser to save it. The browser
> could corrupt it)


It displays the same when downloaded with wget. (same md5)

Here are the headers via the wget -S option:

  HTTP/1.1 200 OK
  Date: Thu, 19 Feb 2009 17:52:57 GMT
  Server: Apache/2.2.3 (CentOS)
  Set-Cookie: RT_SID_techrt.80=b6f63c39b4f0992034a41bb57f9bac80; path=/
  Connection: close
  Content-Type: text/html;charset=utf-8
Length: unspecified [text/html]



>
>
> >
> >On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent
> ><[1]je...@bestpractical.com> wrote:
> >
> >  On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote:
> >  >According to FF the original file has an encoding of UTF-16LE.
> It
> >  was
> >  >generated by Word. (I know, I know)
> >
> >  Now we're getting somewhere.  Was it attached to a mail as an
> >  attachment? If so, what do the headers for the original attachment
> look
> >  like as they hit RT.  If not, how did it get into RT?
> >
> > References
> >
> >Visible links
> >1. mailto:je...@bestpractical.com
>
> --
>
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Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Kenneth Crocker]

Bashir,


What Mike was telling you is that if the "BOTTOM" box is checked for a 
user, they can have privileges. This means that if you grant the 
"OwnTicket" right globally to Privileged users, then all these 
requestors that send in tickets via email will have the right to OWN a 
ticket, hence they appear on the drop-down. So, you can do a couple 
different things to resolve this.
1) Uncheck the bottom box on these Users. This could turn out to be a 
long, ongoing process unless you can set your RT_SiteConfig.pm file to 
allow them to become unprivileged users only (Top box checked ONLY). I'm 
not sure what that setting is, perhaps Mike knows.
2) Remove the Global settings for "OwnTicket" and perhaps others like 
"TakeTicket", "StealTIcket", "DeleteTicket", etc.  from Privileged Users 
or "Everyone" and  grant those rights to groups of users. That way 
privileges are more defined in who can do what and your queries will run 
MUCH faster as well.
Hopes this helps.


Kenn
LBNL

On 2/19/2009 6:37 AM, Mike Peachey wrote:
> Bashir Jahed wrote:
>> I have done the following:
>>
>> Checked for a specific user in the search box as owner to confirm it
>> shows up. Then went into the specific user and unchecked "/users/Access
>> Control/Let this user access RT" checkbox and confirmed that the user no
>> longer shows up in the search box in the "Owner Field"
> 
> Because that user is now disabled and is unable to raise tickets from
> that e-mail address..
> 

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Re: [rt-users] WebService for RT?

[Tom Lahti]

Jesse Vincent wrote:
> 
> On Thu 19.Feb'09 at 16:50:03 +0100, Stefan Hornburg wrote:
>> There is a REST interface and a corresponding Perl module (though that
>> might be a bit outdated with 3.8).
> 
> I'm using RT::Client::REST against 3.8.2 just fine.

I'm also right now working on a ruby class that does essentially the same thing.

Using RT::Client::REST (or my ruby class when its finished) it should not be
hard to wrap the whole API in an XML-RPC service, or something similar, if you
really wanted to.  Though the wisdom of making a web service that accesses
another web service would definitely be questioned.  I suppose its likely that
if you are using, say, classic ASP, that XML-RPC access to RT::Client::REST
might be a far shade easier to code than re-writing RT::Client::REST in ASP.

If I can get permission to open source my ruby class, I will.

-- 
   Tom Lahti
   BIT Statement LLC

   http://www.bitstatement.net/
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Re: [rt-users] a question about rigths

[Kenneth Crocker]

Alberto,


They shouldn't be able to "Steal" a ticket (which means it already has 
an owner) unless that right is being granted somewhere. Have you looked 
at your global rights? Have you check memberships in groups and roles 
and compare the rights granted to those? HAve you checked both Global 
and Queue privileges?


Kenn
LBNL

On 2/19/2009 9:10 AM, Alberto Villanueva wrote:
> Hi!
> 
> Thanks by the answer ;)
> 
> But... I have granted the "take" permission to my users..., and they can steal
> tickets!! :( :(
> 
> Any idea?
> 
> Regards,
> 
> ALBERTO VILLANUEVA VAL 
> Consultor
> 
>  Altran
> ParqueEmpresarial Las Mercedes, Edificio 1 
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
> www.altran.es
>  
> 
> -Mensaje original-
> De: Jesse Vincent [mailto:je...@bestpractical.com] 
> Enviado el: jueves, 19 de febrero de 2009 18:00
> Para: Alberto Villanueva
> CC: rt-users@lists.bestpractical.com
> Asunto: Re: [rt-users] a question about rigths
> 
> 
>>
>>I have a question: "OwnTicket" right involves "StealTicket"??
> 
> StealTicket means you can take ownership of a ticket someone else owns.
> OwnTicket is "who's allowed to own the ticket at all"
> 
> 
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> 

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Re: [rt-users] changed site to SSL -- no username/password prompt?

[Kevin Falcone]

On Feb 19, 2009, at 12:53 PM, Jo Rhett wrote:

> In specific, the titlebox content is empty.
>
> 
> 
>   
>   
> 
>   Login
> 3.8.2
>   
>   
>
>
>
> 
>   
> 
> 

Sounds like you've set WebExternalAuth to 1 and
WebFallbackToInternalAuth to 0

-kevin

>
> On Feb 19, 2009, at 9:35 AM, Jo Rhett wrote:
>> This is probably FAQ but I've been searching and coming up dry.
>>
>> We changed the site to SSL.  Setup the apache vhost correctly.
>> Changed the webbaseurl in RT_SiteConfig.  Changed the mailgate
>> aliases.  Stopped apache and cleared the mason cache.
>>
>> It's working just fine in an Apache sense.  Mailgate is working fine
>> and submitting tickets.  We're getting notifications about new  
>> tickets
>> and updated tickets.
>>
>> ...but we can't login.  The login page has no username/password
>> prompt.  The login page is otherwise whole and displays correctly.
>> There's just no username/password prompt.  No where to enter our  
>> login
>> information.
>>
>> -- 
>> Jo Rhett
>> Net Consonance : consonant endings by net philanthropy, open source
>> and other randomness
>>
>>
>> ___
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
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>> Commercial support: sa...@bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
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>
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>
>
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>

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Re: [rt-users] changed site to SSL -- no username/password prompt?

[Jo Rhett]

On Feb 19, 2009, at 10:14 AM, Kevin Falcone wrote:
> Sounds like you've set WebExternalAuth to 1 and
> WebFallbackToInternalAuth to 0

Bingo.  Where can I send the beer?

For a bonus question: why did this work in non-ssl mode?  I remember  
setting this way way way back when we though we'd use http auth, but  
realized it was easier to just have our internal password management  
change the passwords in RT's database ;-)

-- 
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and other randomness


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Re: [rt-users] change updates from unprivileged user to a different transaction type?

[Jo Rhett]

On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote:
>>   Jesse, how would you feel about having an action which indicates  
>> an update
>>   not by a privileged user?
>>   Ie, "Correspond" and Comments would be from privileged.
>>   "Update" or "Response" (or any other name you like) would be an  
>> update
>>   from an unprivileged user.
>>   This kind of change would make it easy to build Scrip actions  
>> around
>>   handling responses better.  Would you be interested in this?
>
> We already have something for you, I think.
>
> RT::Transaction->IsInbounda


So I figured I'd test this out.  It wasn't working, so I dug around  
inside RT/Transact.pm and I can't find this function.   Is this going  
into 3.8.3 or 4.0 ?

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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Re: [rt-users] change updates from unprivileged user to a different transaction type?

[Stephen Turner]

On Thu, 19 Feb 2009 13:40:33 -0500, Jo Rhett   
wrote:

> On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote:
>>
>> RT::Transaction->IsInbounda
>
>
> So I figured I'd test this out.  It wasn't working, so I dug around
> inside RT/Transact.pm and I can't find this function.   Is this going
> into 3.8.3 or 4.0 ?
>

You should find it in Transaction_Overlay.pm

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T
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Re: [rt-users] change updates from unprivileged user to a different transaction type?

[Jesse Vincent]

>>
>> We already have something for you, I think.
>>
>> RT::Transaction->IsInbounda
>
>
> So I figured I'd test this out.  It wasn't working, so I dug around  
> inside RT/Transact.pm and I can't find this function.   Is this going  
> into 3.8.3 or 4.0 ?

Sorry. the "a" at the end was a typo. It's been there since RT 2.0
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source and 
> other randomness
>
>

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Re: [rt-users] change updates from unprivileged user to a different transaction type?

[Jo Rhett]

On Feb 19, 2009, at 10:43 AM, Stephen Turner wrote:
> On Thu, 19 Feb 2009 13:40:33 -0500, Jo Rhett  
>  wrote:
>
>> On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote:
>>>
>>> RT::Transaction->IsInbounda
>>
>>
>> So I figured I'd test this out.  It wasn't working, so I dug around
>> inside RT/Transact.pm and I can't find this function.   Is this going
>> into 3.8.3 or 4.0 ?

> You should find it in Transaction_Overlay.pm


I was just writing in to say "oops" when I saw you beat me to it.   
Oops ;-)

My problem was trying to directly use $RT::Transaction->IsInbound versus
 $self->TicketObj->IsInbound

It's working now, thanks!

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

> 
> 
> I don't know how FF figures out that it is UTF-16LE.

I'd recommend starting in lib/RT/I18N.pm sub SetMIMEEntityToUTF8.
instrument there.


> 
> 
> On Thu, Feb 19, 2009 at 1:48 PM, Todd Chapman  wrote:
> >
> >
> > On Thu, Feb 19, 2009 at 1:22 PM, Jesse Vincent  
> > wrote:
> >>
> >>
> >>
> >> On Thu 19.Feb'09 at 12:56:11 -0500, Todd Chapman wrote:
> >> >On Thu, Feb 19, 2009 at 12:29 PM, Jesse Vincent
> >> ><[1]je...@bestpractical.com> wrote:
> >> >
> >> >  On Thu 19.Feb'09 at 11:55:19 -0500, Todd Chapman wrote:
> >> >  >It was attached in the web interface on the Create.html page. 
> >> > (Not
> >> >  a
> >> >  >custom field)
> >> >
> >> >  And what headers is RT serving it out with? Is RT announcing it as 
> >> > utf8?
> >> >  Is that stored in the database as content-type?
> >> >
> >>
> >> Well, what does the database say for content-type? Is the content in the
> >> database 'right'?
> >>
> >
> > Sorry. And thanks again for all the help!
> >
> > mysql> select Subject, Filename, ContentType, ContentEncoding, Headers from 
> > Attachments where id=10792\G
> > *** 1. row ***
> > Subject: Re Eprize RPC interface failing on DC registration.htm
> >Filename: Re Eprize RPC interface failing on DC registration.htm
> > ContentType: text/html
> > ContentEncoding: none
> > Headers: MIME-Version: 1.0
> > Subject: Re Eprize RPC interface failing on DC registration.htm
> > X-Mailer: MIME-tools 5.426 (Entity 5.426)
> > Content-Type: text/html;
> >  charset="utf-8";
> >  name="Re Eprize RPC interface failing on DC registration.htm"
> > Content-Disposition: inline;
> >  filename="Re Eprize RPC interface failing on DC registration.htm"
> > Content-Transfer-Encoding: binary
> > X-RT-Original-Encoding: utf-8
> > Content-Length: 73017
> >
> > 1 row in set (0.00 sec)
> >
> 

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[rt-users] 500 - Internal error

[Alberto Villanueva]

Hi all!

 

I have this problem because I have tried to update lots of tickets.

 

I have resolved giving grant to the "rt3" database to the "_rt_user"
user.

 

But. now I can initialize session with no user :-( :-( :-(

 

Some idea??

 

PS. The installation is a production server that it worked fine until 18.30 :-(
:-(

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor



Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

 

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Re: [rt-users] 500 - Internal error

[chaim . rieger]

What do the logs say ?
Sent via BlackBerry from T-Mobile

-Original Message-
From: "Alberto Villanueva" 

Date: Thu, 19 Feb 2009 20:23:50 
To: 
Subject: [rt-users] 500 - Internal error


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Re: [rt-users] 500 - Internal error

[Alberto Villanueva]

The rt log ("/var/log/rt.log") is empty :S :S :S

The log of apache (/var/log/httpd/error_log):

[Thu Feb 19 19:38:45 2009] [warning]: DBD::mysql::st execute failed: INSERT
command denied to user 'vtd_rt_dbuser'@'localhost' for table 'sessions' at
/usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm line 44.
(/usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm:44)

The log of apache (/var/log/mysql_log):

090219 18:52:45  mysqld started
InnoDB: The log sequence number in ibdata files does not match
InnoDB: the log sequence number in the ib_logfiles!
090219 18:52:46  InnoDB: Database was not shut down normally!
InnoDB: Starting crash recovery.
InnoDB: Reading tablespace information from the .ibd files...
InnoDB: Restoring possible half-written data pages from the doublewrite
InnoDB: buffer...
090219 18:52:51  InnoDB: Started; log sequence number 0 480031337
090219 18:52:54 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:22:37 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:22:37  InnoDB: Starting shutdown...
090219 19:22:39  InnoDB: Shutdown completed; log sequence number 0 482089083
090219 19:22:39 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:22:39  mysqld ended

090219 19:22:40  mysqld started
090219 19:22:40  InnoDB: Started; log sequence number 0 482089083
090219 19:22:40 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:39:40 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:39:40  InnoDB: Starting shutdown...
090219 19:39:42  InnoDB: Shutdown completed; log sequence number 0 482089083
090219 19:39:42 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:39:42  mysqld ended

090219 19:39:42  mysqld started
090219 19:39:42  InnoDB: Started; log sequence number 0 482089083
090219 19:39:42 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:48:36 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:48:38  InnoDB: Starting shutdown...
090219 19:48:39  InnoDB: Shutdown completed; log sequence number 0 482116559
090219 19:48:39 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:48:39  mysqld ended

090219 19:48:40  mysqld started
090219 19:48:40  InnoDB: Started; log sequence number 0 482116559
090219 19:48:40 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:50:42 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:50:42  InnoDB: Starting shutdown...
090219 19:50:43  InnoDB: Shutdown completed; log sequence number 0 482123150
090219 19:50:43 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:50:43  mysqld ended

090219 19:50:43  mysqld started
090219 19:50:43  InnoDB: Started; log sequence number 0 482123150
090219 19:50:43 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 19:52:22 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 19:52:22  InnoDB: Starting shutdown...
090219 19:52:24  InnoDB: Shutdown completed; log sequence number 0 482123150
090219 19:52:24 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 19:52:24  mysqld ended

090219 19:52:24  mysqld started
090219 19:52:24  InnoDB: Started; log sequence number 0 482123150
090219 19:52:24 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 20:03:34 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 20:03:36  InnoDB: Starting shutdown...
090219 20:03:37  InnoDB: Shutdown completed; log sequence number 0 482123160
090219 20:03:37 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 20:03:37  mysqld ended

090219 20:03:37  mysqld started
090219 20:03:38  InnoDB: Started; log sequence number 0 482123160
090219 20:03:38 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM
090219 20:19:43 [Note] /usr/sbin/mysqld-max: Normal shutdown

090219 20:19:45  InnoDB: Starting shutdown...
090219 20:19:46  InnoDB: Shutdown completed; log sequence number 0 482123160
090219 20:19:46 [Note] /usr/sbin/mysqld-max: Shutdown complete

090219 20:19:46  mysqld ended

090219 20:19:46  mysqld started
090219 20:19:46  InnoDB: Started; log sequence number 0 482123160
090219 20:19:46 [Note] /usr/sbin/mysqld-max: ready for connections.
Version: '5.0.51a-Max'  socket: '/var/lib/mysql/mysql.sock'  port: 3306  SUSE
MySQL RPM


Thanks!

Regards,

ALBERTO VILLANUEVA VAL 
Consultor

 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 

Re: [rt-users] ERROR 1062 during 3.4.5 -> 3.8.2 database update

[Jim Faulkner]

Just wanted to follow up on this.  I was able to work around the 
"Duplicate entry" mysql error by modifying the "ALTER TABLE" command that 
caused the problem to be "ALTER IGNORE TABLE."  The IGNORE mysql extension 
is described on this page:
http://dev.mysql.com/doc/refman/5.1/en/alter-table.html

Basically it will delete any duplicate rows encountered.  This is fine for 
my purposes, because I am confident that any duplicate rows in the Users 
table were caused by spam e-mails.  I will be running rt-shredder and 
rt-validator as well to delete any spam tickets associated with those 
users and make sure that the RT database is OK.

On Wed, 18 Feb 2009, Jim Faulkner wrote:

>
> I'm getting the "ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2"
> error when updating the database from 3.4.5 to 3.8.2.  I see from this 
> message:
> http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg17534.html
>
> that I have a few different choices as to how to solve this.  However, I'm not
> a mysql expert, so I'm afraid I'll need a little more help.
>
> I've tried changing the Users table's collation to utf8_unicode_ci, however I
> still get the same error when updating the database.  What collation should I
> use to prevent this error?  The original collation is latin1_swedish_ci.
>
> I've also tried to find the affected rows so that I can rename the users.
> However, I'm not getting anywhere.  The error says that the duplicate
> entry is '', however "select * from Users where Name='';" returns zero
> rows.  I've also tried dumping the Name column into a text file and using
> the uniq unix command, but it finds no duplicates.  What is the best way
> to find duplicate entries?
>
>

-- 
Jim Faulkner / james.faulk...@cs.yale.edu
Systems Administrator, Linux Systems Design & Support (LSDS)
Yale University Information Technology Services (ITS)
===
NOTE: Yale ITS will NEVER request passwords or other personal
information via email. Messages requesting such information are
fraudulent and should be deleted.
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Re: [rt-users] ERROR 1062 during 3.4.5 -> 3.8.2 database update

[Curtis Bruneau]

I had the same problem and it was caused by accents, since mysql has no 
accent sensitive collations (_as) aside from utf8_bin which is 
everything sensitive, I basically just removed the user (or rename) to 
fix the issue. Since emails generally shouldn't have them it's pretty 
safe to do, the old latin collations did support them to some degree.

Jim Faulkner wrote:
> Just wanted to follow up on this.  I was able to work around the 
> "Duplicate entry" mysql error by modifying the "ALTER TABLE" command that 
> caused the problem to be "ALTER IGNORE TABLE."  The IGNORE mysql extension 
> is described on this page:
> http://dev.mysql.com/doc/refman/5.1/en/alter-table.html
>
> Basically it will delete any duplicate rows encountered.  This is fine for 
> my purposes, because I am confident that any duplicate rows in the Users 
> table were caused by spam e-mails.  I will be running rt-shredder and 
> rt-validator as well to delete any spam tickets associated with those 
> users and make sure that the RT database is OK.
>
> On Wed, 18 Feb 2009, Jim Faulkner wrote:
>
>   
>> I'm getting the "ERROR 1062 (23000) at line 210: Duplicate entry '' for key 
>> 2"
>> error when updating the database from 3.4.5 to 3.8.2.  I see from this 
>> message:
>> http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg17534.html
>>
>> that I have a few different choices as to how to solve this.  However, I'm 
>> not
>> a mysql expert, so I'm afraid I'll need a little more help.
>>
>> I've tried changing the Users table's collation to utf8_unicode_ci, however I
>> still get the same error when updating the database.  What collation should I
>> use to prevent this error?  The original collation is latin1_swedish_ci.
>>
>> I've also tried to find the affected rows so that I can rename the users.
>> However, I'm not getting anywhere.  The error says that the duplicate
>> entry is '', however "select * from Users where Name='';" returns zero
>> rows.  I've also tried dumping the Name column into a text file and using
>> the uniq unix command, but it finds no duplicates.  What is the best way
>> to find duplicate entries?
>>
>>
>> 
>
>   

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[rt-users] date search criteria?

[Jo Rhett]

Can someone please smack me upside the head on what search words to  
use to find the date search criteria?


The best I have found is not in the wiki, but
  http://web.mit.edu/tooltime/notebook/reference/search-guide.html

Some of the queries I have been failing to do

Queue1 tickets between 8am and 5pm for the most recent 8am.

Queue1 tickets between 2/5 8am and 2/6 10pm.

...etc

--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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Re: [rt-users] a question about rigths

[Alberto Villanueva]

Good morning ;)

Yes, I have checked all permissions, and nobody has that.

Anyway, I will check them again.

Thanks! ;)

Regards,

ALBERTO VILLANUEVA VAL 
Consultor

 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 
-Mensaje original-
De: Kenneth Crocker [mailto:kfcroc...@lbl.gov] 
Enviado el: jueves, 19 de febrero de 2009 19:06
Para: Alberto Villanueva
CC: 'Jesse Vincent'; rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] a question about rigths

Alberto,


They shouldn't be able to "Steal" a ticket (which means it already has 
an owner) unless that right is being granted somewhere. Have you looked 
at your global rights? Have you check memberships in groups and roles 
and compare the rights granted to those? HAve you checked both Global 
and Queue privileges?


Kenn
LBNL

On 2/19/2009 9:10 AM, Alberto Villanueva wrote:
> Hi!
> 
> Thanks by the answer ;)
> 
> But... I have granted the "take" permission to my users..., and they can steal
> tickets!! :( :(
> 
> Any idea?
> 
> Regards,
> 
> ALBERTO VILLANUEVA VAL 
> Consultor
> 
>  Altran
> ParqueEmpresarial Las Mercedes, Edificio 1 
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
> www.altran.es
>  
> 
> -Mensaje original-
> De: Jesse Vincent [mailto:je...@bestpractical.com] 
> Enviado el: jueves, 19 de febrero de 2009 18:00
> Para: Alberto Villanueva
> CC: rt-users@lists.bestpractical.com
> Asunto: Re: [rt-users] a question about rigths
> 
> 
>>
>>I have a question: "OwnTicket" right involves "StealTicket"??
> 
> StealTicket means you can take ownership of a ticket someone else owns.
> OwnTicket is "who's allowed to own the ticket at all"
> 
> 
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> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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> 


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Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Bashir Jahed]

I have just removed all privileges for the "Everyone" group and the
"Privileged" group has no rights assigned but still no luck.

Really baffled by this one.

-Original Message-
From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] 
Sent: 19 February 2009 07:57 PM
To: Bashir Jahed
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder

Bashir,


What Mike was telling you is that if the "BOTTOM" box is checked
for a 
user, they can have privileges. This means that if you grant the 
"OwnTicket" right globally to Privileged users, then all these 
requestors that send in tickets via email will have the right to OWN a 
ticket, hence they appear on the drop-down. So, you can do a couple 
different things to resolve this.
1) Uncheck the bottom box on these Users. This could turn out to
be a 
long, ongoing process unless you can set your RT_SiteConfig.pm file to 
allow them to become unprivileged users only (Top box checked ONLY). I'm

not sure what that setting is, perhaps Mike knows.
2) Remove the Global settings for "OwnTicket" and perhaps others
like 
"TakeTicket", "StealTIcket", "DeleteTicket", etc.  from Privileged Users

or "Everyone" and  grant those rights to groups of users. That way 
privileges are more defined in who can do what and your queries will run

MUCH faster as well.
Hopes this helps.


Kenn
LBNL

On 2/19/2009 6:37 AM, Mike Peachey wrote:
> Bashir Jahed wrote:
>> I have done the following:
>>
>> Checked for a specific user in the search box as owner to confirm it
>> shows up. Then went into the specific user and unchecked
"/users/Access
>> Control/Let this user access RT" checkbox and confirmed that the user
no
>> longer shows up in the search box in the "Owner Field"
> 
> Because that user is now disabled and is unable to raise tickets from
> that e-mail address..
> 

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