[rt-users] ACL for modify links
Using rt-3.6.7 I would like all users to be able to link tickets in different queues, however, in some queues, we require only Owners be able to add Replies. Is this impossible without modifying RT? It seems ModifyTicket right is required for linking tickets but by default this also allows replies. thanks Gordon ___ 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
Re: [rt-users] Combined charts
Thanks Jesse, but it isn't I want to :( :( Best regards, ALBERTO VILLANUEVA DEL 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 Jesse Vincent Enviado el: martes, 07 de abril de 2009 17:01 Para: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Combined charts http://search.cpan.org/~falcone/RT-Extension-ActivityReports-1.0/ may be what you want. ___ 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 ___ 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
Re: [rt-users] ACL for modify links
On Apr 8, 2009, at 2:07 AM, gor...@cryologic.com wrote: Using rt-3.6.7 I would like all users to be able to link tickets in different queues, however, in some queues, we require only Owners be able to add Replies. Is this impossible without modifying RT? It seems ModifyTicket right is required for linking tickets but by default this also allows replies. I think you want to look at the StrictLinkACL setting in your Config -kevin ___ 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
[rt-users] Encoding problem after upgrade
Hi everyone, Today I've upgraded our installation of RT from 3.8.0 to 3.8.2, and a problem arose - much of our RT requests are in cyrillic (mostly utf-8 and windows-1251 encoded), and everything cyrillic turned to gibberish. All the existing entries with cyrillic (and not only the subject, the body too) are gibberish via the web interface. Every new request is shown with ?? in the web interface, and in the RT automated emails. Any ideas where did this came from? Boris Jordanov ___ 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
[rt-users] Random logouts in RT 3.8.2
Hi, We are having a problem with our freshly installed RT 3.8.2 under Suse Linux ES 10. The setup ran fine, the queues and tickets made for testing were accessable. Now we try to get our old database from 3.6.1 into the new instance of RT. The dump imports into mysql 5.0.26 and the update-script works without error-messages. But when clicking any ticket via the quick search field, the user-account gets logged out. This didn't happen before with the fresh database, but only now after importing the dumpfile. This problem didn't occur under RT 3.6.1 with the old database. I think, this is cookie-related, since just before the accounts get logged out, a new cookie gets placed in the browser. When I log back into RT, I get the page displayed, that I requested before. When using the normal search field to directly enter the ticket number or clicking via My Day, the ticket gets displayed correctly and no random logout happens. Thank you for your help, Tobi ___ 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
Re: [rt-users] Random logouts in RT 3.8.2
Try changing the Type for a_session under sessions to longblob Hossein Tobias Ramin wrote: Hi, We are having a problem with our freshly installed RT 3.8.2 under Suse Linux ES 10. The setup ran fine, the queues and tickets made for testing were accessable. Now we try to get our old database from 3.6.1 into the new instance of RT. The dump imports into mysql 5.0.26 and the update-script works without error-messages. But when clicking any ticket via the quick search field, the user-account gets logged out. This didn't happen before with the fresh database, but only now after importing the dumpfile. This problem didn't occur under RT 3.6.1 with the old database. I think, this is cookie-related, since just before the accounts get logged out, a new cookie gets placed in the browser. When I log back into RT, I get the page displayed, that I requested before. When using the normal search field to directly enter the ticket number or clicking via My Day, the ticket gets displayed correctly and no random logout happens. Thank you for your help, Tobi ___ 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 -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.ca ___ 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
Re: [rt-users] Random logouts in RT 3.8.2
On Apr 8, 2009, at 12:50 PM, Hossein Rafighi wrote: Try changing the Type for a_session under sessions to longblob If this is the problem and he doesn't follow the instructions in UPGRADING.mysql, he will run into worse problems. It is better to recommend that people do the full upgrade rather than just fixing sessions -kevin Tobias Ramin wrote: Hi, We are having a problem with our freshly installed RT 3.8.2 under Suse Linux ES 10. The setup ran fine, the queues and tickets made for testing were accessable. Now we try to get our old database from 3.6.1 into the new instance of RT. The dump imports into mysql 5.0.26 and the update-script works without error-messages. But when clicking any ticket via the quick search field, the user-account gets logged out. This didn't happen before with the fresh database, but only now after importing the dumpfile. This problem didn't occur under RT 3.6.1 with the old database. I think, this is cookie-related, since just before the accounts get logged out, a new cookie gets placed in the browser. When I log back into RT, I get the page displayed, that I requested before. When using the normal search field to directly enter the ticket number or clicking via My Day, the ticket gets displayed correctly and no random logout happens. Thank you for your help, Tobi ___ 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 -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http:// www.triumf.ca ___ 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 ___ 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
Re: [rt-users] How to use smtp on other server
nast linux wrote: Dear All, I already had smtp server (lotus notes on windows server 2003), I want to use the smtp for RT server. I will not install smtp service on RT server. In RT_SiteConfig.pm: Set($MailCommand, 'smtp'); Set($SMTPServer, 'notes server name'); http://wiki.bestpractical.com/view/InstallMailgateOnly that should be installed mailgateonly, is that right? Is it possible to install mailgateonly on windows system, where I can download mailgateonly for windows system? Mailgate is for incoming mail to RT, not outgoing mail from RT. You can install it on your Windows system so long as the Windows system has perl installed with all the required modules for rt-mailgate, and your Notes server can pipe email contents to a command. Installation steps would be something like: 1. Install perl on Windows machine. 1a. Install perl modules Getopt::Long, LWP::UserAgent, HTTP::Request::Common, Pod::Usage, HTML::TreeBuilder, HTML::FormatText. 2. copy rt-mailgate from /opt/rt3/bin to your Windows server. 3. Configure Notes to take email sent to a queue address and pipe the email contents into the command 'rt-mailgate --queue queue_name --action correspond --url http://rt_server/', ensuring the command environment is sufficient for perl to find its modules. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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
Re: [rt-users] Encoding problem after upgrade
interface seems slow) - Ah hah. When you followed the upgrade instructions, you probably ran upgrade-mysql-schema.pl, which doesn't actually upgrade the mysql schema. It generates SQL queries to do so. You have to capture those queries to a file, and then run that file to actually upgrade the schema. In my humble opinion, the name of upgrade-mysql-schema.pl is a bit deceptive. We keep running into this over and over again. I think the script should be renamed to create-mysql-schema-upgrade-queries.pl or some such. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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
Re: [rt-users] Random logouts in RT 3.8.2
Now we try to get our old database from 3.6.1 into the new instance of RT. The dump imports into mysql 5.0.26 and the update-script works without error-messages. Once again: when you ran upgrade-mysql-schema.pl, it did not actually upgrade the mysql schema. That script generates queries that you must capture to a file, and then run THAT file to actually upgrade the schema. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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
Re: [rt-users] Encoding problem after upgrade
On Wed, Apr 08, 2009 at 10:00:40AM -0700, Tom Lahti wrote: interface seems slow) - Ah hah. When you followed the upgrade instructions, you probably ran upgrade-mysql-schema.pl, which doesn't actually upgrade the mysql schema. It generates SQL queries to do so. You have to capture those queries to a file, and then run that file to actually upgrade the schema. In my humble opinion, the name of upgrade-mysql-schema.pl is a bit deceptive. We keep running into this over and over again. I think the script should be renamed to create-mysql-schema-upgrade-queries.pl or some such. 3.8.3 will do spot checks and won't start unless the upgrade was run correctly. I'm hoping that will help. ___ 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
[rt-users] Adding a custom field to ticket resolution? rt 3.8.1
Hi, I'd like to assign ticket resolutions to a category, like documentation error, incorrect customer use, software fix, etc. Is there a way to add a Select one value custom field to the resolve ticket screen? Richard Knowles ___ 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
Re: [rt-users] Adding a custom field to ticket resolution? rt 3.8.1
I'd like to assign ticket resolutions to a category, like documentation error, incorrect customer use, software fix, etc. Is there a way to add a Select one value custom field to the resolve ticket screen? Custom fields that apply to ticket transactions are available on the resolve screen. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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
[rt-users] Scrip help with error message
To all, I have a scrip that evaluates a CF to see if it has been modified. If NOT, I wanted to send out an error message for RT to display in the Modify Ticket screen. This is the action code: $RT::Logger-error(Resolution Type NOT SET!); return 1; I get nothing. Does anyone have some code I can borrow for this? Thanks. Kenn LBNL ___ 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
Re: [rt-users] Adding a custom field to ticket resolution? rt 3.8.1
Richard, We do something like that. We have a CF called Resolution Type and when a ticket status is changed from open we evaluate the CF. If it is not set, we re-set the ticket status and display a message. In fact, I just sent a help email to RT-Users for the part that displays the message. However, if you want to change the way the screen looks, then you have to modify the appropriate file in local/html/Ticket/Elements/filename. We've modified a few different files here to get RT to display some different options in the Tabs file, etc. you will need to do the same kind of thing. Kenn LBNL On 4/8/2009 10:15 AM, Richard Knowles wrote: Hi, I'd like to assign ticket resolutions to a category, like documentation error, incorrect customer use, software fix, etc. Is there a way to add a Select one value custom field to the resolve ticket screen? Richard Knowles ___ 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 ___ 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
Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
Thanks for your response Jesse. The answer that I received from the guy who manages the VM is as follows: Snapshots are created for the backup process but they are removed immediately after it is finished I've confirmed that the issue is reproducible by simply letting RT sit for a couple of hours, untouched (no connections to the front end). We tried lowering the memory to 768MB and the issue is still present; so we bumped it back to 2GB. Any other ideas? Should we be entertaining the idea of moving this off of a VM? -CK -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Tuesday, April 07, 2009 4:22 PM To: Charles Kugelman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5) On Tue, Apr 07, 2009 at 03:58:35PM -0400, Charles Kugelman wrote: Joop, Thanks for the response. In fact we just bumped the VM to 2GB to see if that might help the performance issue, it did not. We'll give your suggestion a shot and report back. Out of curiosity, do you have snapshots on the VM your oracle database is on? Thanks again! -CK -Original Message- From: Joop van de Wege [mailto:joopvandew...@mococo.nl] Sent: Tuesday, April 07, 2009 3:45 PM To: Charles Kugelman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5) Charles Kugelman wrote: Ken, Thanks for the response. The problem in fact presents itself even before we get to that point (the home page). Essentially, it's the login page where we see the problem. We come in (in the morning, after RT has been sitting all night with no activity) and open our browsers and we're not presented with the login page, but instead just a white page which proceeds to load for 20 minutes before we're finally prompted for login. As noted, jamming the F5 button several times will nudge the login page to appear instantly. CPU util is nearly nothing all the time on this VM, as well. That might be your problem, together with something you'll probably find hard to believe. Our setup is more or less the same, Oracle XE together with RT-3.8.2 on Ubuntu in a VM running on VMware server 1.0x and also using 1Gb of memory and that I have found is a breakpoint in performance. Using only 786Mb of memory will yield a far more responsive system in the morning, especially monday morning, than the 1Gb VM. Our test instance is even worse then that. Apaches weekly logrotate, cronjob, will cause Apache to not restart. A tell tale sign that your VM has gone to 'sleep' is to ssh into it. You'll see terrible connection time whereas if you have been using the VM a while it will connect in an instant. Maybe this helps you narrow it down, Joop ___ 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 -- ___ 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
Re: [rt-users] Further iCal/RSS experimenting/problems some success
While trying to debug another feed for Google Calendar, I discovered that some iCal parsers are stricter than others. Technically, every entry in iCal is supposed to be on its own line, although lax parsers will fold lines as necessary. Google Calendar, and probably others won't. It seems the iCal emitted by RT (probably through the Text::vFile dependency, but I've not tracked it down), is inserting bogus newlines into the stream splitting desc: BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//CEA// VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'SPAM' AND Status = 'new' X-WR-CALNAME;VALUE=TEXT:RT due dates END:VCALENDAR Instead of: BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//CEA// VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'SPAM' AND Status = 'new' X-WR-CALNAME;VALUE=TEXT:RT due dates END:VCALENDAR Even an empty stream from RT such as that above does not check out in an online iCal validator. There may be other issues as well... http://www.google.com/support/forum/p/Calendar/thread?tid=5a31bba3997587ce -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
Re: [rt-users] Further iCal/RSS experimenting/problems some success
Actually, according to the RFC, the content is supposed to be folded :-/ Which occurs in Data::ICal::Property::_fold... -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
[rt-users] Set CustomField from scrip action
Okay, I'm doing something wrong, and I'm just getting over a bad cold so my brain isn't all here. I'm trying to set a CustomField value from within a scrip. I've watched the debug output and the scrip is run, but the CustomField value is still null. CF is named 'createdbyemail', set as a select one value type, with a possible value of 'yes'. Scrip action: my $cf = RT::CustomField-new( $RT::SystemUser ); $cf-LoadByName( Name = 'createdbyemail' ); $self-TicketObj-AddCustomFieldValue( Field = $cf, Value = 'yes' ); return 1; I can't even remember how I got started with this particular chunk of code (I'm pretty sure I stole it from something in the contributed scrips area of the wiki)...help would be appreciated. Thanks! ___ 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
