Re: [rt-users] Absolute URL in parent/child ticket links
Hi all, Sorry to reply to my own post, but I've had no reply, and am wondering if I'm asking a really stupid question, or something obvious. Please let me know if this is the case, as I can't figure it out myself :( Woody. Woody - Wild Things wrote: > Hi all, > > I have an issue with the links to parent/child tickets in the links > section of the ticket view. (RT-3.8.1 gentoo) > > They are absolute, and not relative. > > http://rt.mydomain.com:81/Ticket/Display.html?id=7690";> > > I have users logging on to the same RT from different domains, but all > parent/child tickets link to the mydomain.com domain, which is in my > RT_SiteConfig.pm > > I couldn't understand the URL functions of RT's innards, so can anyone > provide me with a quick solution to this issue? > > I have: > > RT_SiteConfig.pm:Set($Organization , "mydomain.com"); > RT_SiteConfig.pm:Set($WebBaseURL , "http://rt.mydomain.com:$WebPort";); > > in my RT_SiteConfig.pm, > > Could I just remove the WebBaseURL altogether? > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Getting "Can't locate object method "host" viapackage "URI::_generic" at/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190"
On Jun 25, 2009, at 1:48 PM, Kevin Gagel wrote: > Kevin, > You're correct but I couldn't figure out what the problem was so I > had to remove the setting (after I figured out what was wrong) to > fix it. > I was trying to correct a template setting that was emailing a link > using "localhost" instead of the base url of the site so I added the > following to correct it: > Set($WebBaseURL,'ittickets.cnc.bc.ca'); From the documentation in RT_Config.pm C<$WebBaseURL> is the scheme, server and port (eg 'http:// rt.example.com') for constructing urls to the web UI. C<$WebBaseURL> doesn't need a trailing /. It sounds like you actually wanted to set $WebDomain -kevin > This setting is what caused the error in the subject of this > message. Not withstanding the link in the emailed messages were > actually correct with that setting. Yes everything worked, the email > was sent the database was updated etc, only the redirection is what > failed with the above error being returned to the browser. > Removing the WebBaseURL restored the redirection and the incorrect > link in the email. > I have overcome that by manually entering the correct link in the > template as opposed to using a variable in the template. > > > Kevin W. Gagel > Network Administrator > Local 5448 > My blog: > http://mail.cnc.bc.ca/blogs/gagel > My shared files: > http://mail.cnc.bc.ca/users/gagel > > > --- Original message --- > Subject: Re: [rt-users] Getting "Can't locate object method "host" > viapackage "URI::_generic" at/opt/rt3/bin/../lib/RT/Interface/Web.pm > line 190" > From: Kevin Falcone > To: RT Users > Date: 25/06/2009 10:35 AM > > > On Jun 24, 2009, at 5:58 PM, Kevin Gagel wrote: > > > Please help! I've broken something and I'm not sure what. > > > > I'm pretty sure it has something to do with my RT_SiteConfig.pm > > file, I had made some changes so that links in the tickets were > > showing up correctly. They were only showing up as http://localhost:80/ > > etc. Now they are showing up correctly. > > > > Anyway's the error only shows up when creating a new ticket. The > > ticket is created and everything seems to work correctly but the > > only thing updated in the browser is: > > Can't locate object method "host" via package "URI::_generic" at / > > opt/rt3/bin/../lib/RT/Interface/Web.pm line 190 > > > > I have to go back to a previous change and then click home to > > continue. > > Most likely, you have an invalid WebURL > > You might want to examine all of the Web* variables you've set in > yourSiteConfig > > The error comes from RT trying to redirect to your WebURL but > beingunable to parse it > > -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 > ___ > 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
[rt-users] Extracting Custom Fields from Email
Anyone one have a set of instructions (I've looked at and tried the wiki, read the Harrier book for some background, and tried several configurations) for setting up RT to _process_ the custom fields out of an email. CentOS 5.3 (Linux-Vserver guest) RT 3.8.4 PostgreSQL 8.3.x (on a remote system) Installed the package RT::Extension::ExtractCustomFieldValues, Created a custom field. Name: Contact ... Type: Enter one value Applies to: Tickets (should this be TicketTransactions?) Created a template: ScanTesting with this content; ### Contact|body|Contact:\s*.* Created a scrip Description: TestingCFExtract Condition: On Create Action: Extract Custom Field Values Template: ScanTesting Stage: TransactionCreate Any pointers, suggestions, ideas, clarification ofhow this is suppose to happen? \\||/ Rod -- ___ 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] RT can't create user from a reply email - We're using LDAP...
How do I get RT configured to allow a reply message to auto create the user? Currently I have the ldap configuration only allowing my department to login. But I'd like to have RT accept the reply from a user and have it append it to the appropriate record. As long as a reply is from one of us it does that but when we cc one of our users not in our department RT complains that it couldn't create the user and when a user replies to a RT email RT rejects the message and forwards it to the owner instead of adding it to the ticket. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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] Difference between a CC and a Requestor
The role of watchers (CC, Requestor, AdminCc and Owner) can be customised to meet specific requirements. Using scrips and templates different emails can be sent to different watchers and different rights can be assigned for modifying tickets. And, with custom scrips, different actions can be taken. The default roles have been outlined in the other replies to this question. As an example for our Customer Support tickets we assign the watcher roles as this: Requestor: Customer with issue. Receives automated and customer specific emails Owner: Person responsible for contacting customer. Only owners can Reply (send emails to Requestors) to tickets and have full rights to ticket modifications AdminCc: Staff member required to add input to ticket issue. They receive automated email notifying them them their input is required. Can comment on tickets. Cc: Staff member with interest in issue. Receives all emails generated. regards Gordon Richard Brady wrote: > Hi folks > > I am struggling to understand the difference between a CC and a > Requestor? When adding extra people to a ticket, it's not clear whether > they should be added as one or the other. > > Any clarification would be much appreciated. (I have looked for > documentation on this but have not found much). > > Richard ___ 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] Browser (Firefox) not saving username and passwords
Dusty Wilson [Megagram] wrote: > On Thu, Jun 25, 2009 at 1:19 PM, Roderick A. > Anderson wrote: >> Is it me or has the capability of Firefox saving the username and >> password for a site been disabled. > > autocomplete="off" /> > > The "autocomplete" prevents Firefox from saving the login information. A Firefox specific attribute, ie. not part of the standard? That sort of bites. I just tried with IE and get the same results so maybe a proposed attribute for the input tag. Well I'm off to fix that in the code. Most of the users are in-house and would get pretty tired of doing the username/password thing every time. They'll want it to be stored by Firefox and IE. Thanks, Rod -- > > (sorry forgot to send this to the list as well... dang reply button!) > ___ > 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] Browser (Firefox) not saving username and passwords
On Thu, Jun 25, 2009 at 1:19 PM, Roderick A. Anderson wrote: > Is it me or has the capability of Firefox saving the username and > password for a site been disabled. The "autocomplete" prevents Firefox from saving the login information. (sorry forgot to send this to the list as well... dang reply button!) ___ 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] Browser (Firefox) not saving username and passwords
Is it me or has the capability of Firefox saving the username and password for a site been disabled. I've tried on both a Linux and Windows system with a pretty recent versions of Firefox and neither save this info. Maybe something in the JavaScript for the login page? TIA, Rod -- ___ 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] Hostname missing in generated URLs after update (CentOS 5.3)
Fixed... I believe that removing a trailing slash from the DocumentRoot directive in the VirtualHost definition for RT did the trick. That trailing shash has been there all along - but I guess after the update it now matters. - Original Message - From: "Timothy M. Pearson" To: "rt-users" Sent: Thursday, June 25, 2009 11:05:19 AM GMT -06:00 US/Canada Central Subject: [rt-users] Hostname missing in generated URLs after update (CentOS 5.3) Hello, On Jun 20, we did a routine update of the CentOS 5.3 box running RT/RTFM/RTIR (all the latest versions). Right afterward, the host name disappeared from all the URLs in RT. Users can still log in, but all the links on the page have the host name missing. A fresh install of the latest RT (with no plugins at all, just bare bones RT 3.8.4) on a CentOS 5.3 box that was fully patched prior to beginning the RT installation results in exactly the same behavior. Examples: [Home] --> http:/// [Simple Search] ->> http://search/Simple.html [Tickets] --> http://search/Build.html and so on. Forgive me if this has been addressed. I looked through all the recent posts and couldn't find anything addressing this issue. These are the modules from that were updated with the CentOS "yum update" command. Jun 20 16:33:36 Updated: 1:perl-Module-Build-0.33-2.el5.rf.noarch Jun 20 16:33:38 Updated: perl-Test-Inline-2.210-1.el5.rf.noarch Jun 20 16:33:38 Updated: nash-5.1.19.6-44.1.i386 Jun 20 16:33:40 Updated: perl-Test-Deep-0.104-1.el5.rf.noarch Jun 20 16:33:44 Updated: kernel-headers-2.6.18-128.1.14.el5.i386 Jun 20 16:33:47 Updated: perl-Sub-Uplevel-0.2002-1.el5.rf.noarch Jun 20 16:33:57 Updated: tzdata-2009i-2.el5.noarch Jun 20 16:33:58 Updated: perl-UNIVERSAL-require-0.13-1.el5.rf.noarch Jun 20 16:34:05 Updated: xulrunner-1.9.0.11-3.el5.i386 Jun 20 16:34:06 Installed: perl-version-0.76-1.el5.rf.i386 Jun 20 16:34:08 Updated: mkinitrd-5.1.19.6-44.1.i386 Jun 20 16:34:10 Updated: apr-util-1.2.7-7.el5_3.1.i386 Jun 20 16:34:18 Updated: xulrunner-devel-1.9.0.11-3.el5.i386 Jun 20 16:34:20 Updated: cscope-15.5-15.1.el5_3.1.i386 Jun 20 16:34:21 Updated: perl-Text-MediawikiFormat-1.0-1.el5.rf.noarch Jun 20 16:34:22 Updated: perl-Text-Autoformat-1.666.0-1.el5.rf.noarch Jun 20 16:34:47 Installed: kernel-2.6.18-128.1.14.el5.i686 The only odd things I see in the Apache logs are lines like this one: 172.16.31.37 - - [24/Jun/2009:11:48:47 -0500] "GET /Search/Results.rdf?Order=ASC%7CASC%7CASC%7CASC&OrderBy=id%7C%7C%7C&Query=Queue%20%3D%20%27General%27 HTTP/1.1" 200 5443 "-" "Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.0.11) Gecko/2009060215 Firefox/3.0.11 (.NET CLR 3.5.30729)" Nothing odd in Apache's error_log Thanks! Tim Pearson Systems Administrator Pittsburg State University 620-235-6562 ___ 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] Getting "Can't locate object method "host" viapackage "URI::_generic" at/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190"
Kevin, You're correct but I couldn't figure out what the problem was so I had to remove the setting (after I figured out what was wrong) to fix it. I was trying to correct a template setting that was emailing a link using "localhost" instead of the base url of the site so I added the following to correct it: Set($WebBaseURL,'ittickets.cnc.bc.ca'); This setting is what caused the error in the subject of this message. Not withstanding the link in the emailed messages were actually correct with that setting. Yes everything worked, the email was sent the database was updated etc, only the redirection is what failed with the above error being returned to the browser. Removing the WebBaseURL restored the redirection and the incorrect link in the email. I have overcome that by manually entering the correct link in the template as opposed to using a variable in the template. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: Re: [rt-users] Getting "Can't locate object method "host" viapackage "URI::_generic" at/opt/rt3/bin/../lib/RT/Interface/Web.pm line 190" From: Kevin Falcone To: RT Users Date: 25/06/2009 10:35 AM On Jun 24, 2009, at 5:58 PM, Kevin Gagel wrote: > Please help! I've broken something and I'm not sure what. > > I'm pretty sure it has something to do with my RT_SiteConfig.pm > file, I had made some changes so that links in the tickets were > showing up correctly. They were only showing up ashttp://localhost:80/ > etc. Now they are showing up correctly. > > Anyway's the error only shows up when creating a new ticket. The > ticket is created and everything seems to work correctly but the > only thing updated in the browser is: > Can't locate object method "host" via package "URI::_generic" at / > opt/rt3/bin/../lib/RT/Interface/Web.pm line 190 > > I have to go back to a previous change and then click home to > continue. Most likely, you have an invalid WebURL You might want to examine all of the Web* variables you've set in your SiteConfig The error comes from RT trying to redirect to your WebURL but being unable to parse it -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 athttp://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] Getting "Can't locate object method "host" via package "URI::_generic" at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 190"
On Jun 24, 2009, at 5:58 PM, Kevin Gagel wrote: > Please help! I've broken something and I'm not sure what. > > I'm pretty sure it has something to do with my RT_SiteConfig.pm > file, I had made some changes so that links in the tickets were > showing up correctly. They were only showing up as http://localhost:80/ > etc. Now they are showing up correctly. > > Anyway's the error only shows up when creating a new ticket. The > ticket is created and everything seems to work correctly but the > only thing updated in the browser is: > Can't locate object method "host" via package "URI::_generic" at / > opt/rt3/bin/../lib/RT/Interface/Web.pm line 190 > > I have to go back to a previous change and then click home to > continue. Most likely, you have an invalid WebURL You might want to examine all of the Web* variables you've set in your SiteConfig The error comes from RT trying to redirect to your WebURL but being unable to parse it -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
Re: [rt-users] Customize spreadsheet output?
Hi, in 3.8.2, 3.8.3 and 3.8.4 I used this extension: http://search.cpan.org/~elacour/RT-Extension-SearchResults-XLS-0.05/ Z. Sébastien Mesnard wrote: > > Hello, > > > > I want to use the spreadsheet export with the same columns as those > displayed in the query web result. > > The solution described here > (http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields) is > not > working with RT 3.8.* > > Does someone have already done a working patch for RT 3.8 ? > > > > 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 > -- View this message in context: http://www.nabble.com/Customize-spreadsheet-output--tp24182660p24206611.html Sent from the Request Tracker - User mailing list archive at Nabble.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
[rt-users] Hostname missing in generated URLs after update (CentOS 5.3)
Hello, On Jun 20, we did a routine update of the CentOS 5.3 box running RT/RTFM/RTIR (all the latest versions). Right afterward, the host name disappeared from all the URLs in RT. Users can still log in, but all the links on the page have the host name missing. A fresh install of the latest RT (with no plugins at all, just bare bones RT 3.8.4) on a CentOS 5.3 box that was fully patched prior to beginning the RT installation results in exactly the same behavior. Examples: [Home] --> http:/// [Simple Search] ->> http://search/Simple.html [Tickets] --> http://search/Build.html and so on. Forgive me if this has been addressed. I looked through all the recent posts and couldn't find anything addressing this issue. These are the modules from that were updated with the CentOS "yum update" command. Jun 20 16:33:36 Updated: 1:perl-Module-Build-0.33-2.el5.rf.noarch Jun 20 16:33:38 Updated: perl-Test-Inline-2.210-1.el5.rf.noarch Jun 20 16:33:38 Updated: nash-5.1.19.6-44.1.i386 Jun 20 16:33:40 Updated: perl-Test-Deep-0.104-1.el5.rf.noarch Jun 20 16:33:44 Updated: kernel-headers-2.6.18-128.1.14.el5.i386 Jun 20 16:33:47 Updated: perl-Sub-Uplevel-0.2002-1.el5.rf.noarch Jun 20 16:33:57 Updated: tzdata-2009i-2.el5.noarch Jun 20 16:33:58 Updated: perl-UNIVERSAL-require-0.13-1.el5.rf.noarch Jun 20 16:34:05 Updated: xulrunner-1.9.0.11-3.el5.i386 Jun 20 16:34:06 Installed: perl-version-0.76-1.el5.rf.i386 Jun 20 16:34:08 Updated: mkinitrd-5.1.19.6-44.1.i386 Jun 20 16:34:10 Updated: apr-util-1.2.7-7.el5_3.1.i386 Jun 20 16:34:18 Updated: xulrunner-devel-1.9.0.11-3.el5.i386 Jun 20 16:34:20 Updated: cscope-15.5-15.1.el5_3.1.i386 Jun 20 16:34:21 Updated: perl-Text-MediawikiFormat-1.0-1.el5.rf.noarch Jun 20 16:34:22 Updated: perl-Text-Autoformat-1.666.0-1.el5.rf.noarch Jun 20 16:34:47 Installed: kernel-2.6.18-128.1.14.el5.i686 The only odd things I see in the Apache logs are lines like this one: 172.16.31.37 - - [24/Jun/2009:11:48:47 -0500] "GET /Search/Results.rdf?Order=ASC%7CASC%7CASC%7CASC&OrderBy=id%7C%7C%7C&Query=Queue%20%3D%20%27General%27 HTTP/1.1" 200 5443 "-" "Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.0.11) Gecko/2009060215 Firefox/3.0.11 (.NET CLR 3.5.30729)" Nothing odd in Apache's error_log Thanks! Tim Pearson Systems Administrator Pittsburg State University 620-235-6562 ___ 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] RT Internal Server Error
On Wed, 24 Jun 2009 07:27:12 +0530, "Varun Vyas" said: > I m facing problem with my RT 3.6.3 i have apache 2 installed with > fastcgi implemented and 8GB of ram in application server. But quite often i m > getting "Internal Server Error 500" and when i see the logs it shows > error like incomplete header received from server and comm with server error. > And as far as i know this happens frequently when we try to close ticket. > Although tickets gets closed but we got internal server error and page > gets irresponsive. We have to wait for certain minutes after that again > refreshing makes all thing normal. But i m not able to get why we are > encountering this problem I had a similar issue, turns out there is a bug in some versions of DBD::MySQL that cause a segfault. Upgrading to 4.10 fixed the issue for me. To see if this is the problem you are having, run the attached Perl script. If it segfaults, then your problem is with DBD::MySQL. dbdMySQLCrash.pl Description: Perl program ___ 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] Filtering watcher emails
Right, sorry. I forgot that we added this by modifying the templates:
RT-Owner: {$Ticket->OwnerObj->Name}
Should do the trick. Replace 'RT-Owner' with whatever you would like
the mail header to be.
Dominic Lepiane wrote:
> Do I have to add the RT-Owner header to a template? I'm not seeing it
> in my messages right now.
>
> Thanks,
> - Dominic
>
>
> Matthew Isaacs wrote:
>
>> There should be an RT-Owner header. I use a procmail rule to grab
>> messages with my ID in that header and deliver to a special folder. The
>> one issue with this is that change-owner notifications do not seem to
>> have this header, so the filter doesn't catch those, but one could
>> easily create another filter for this, I just haven't had the time.
>>
>> Raed El-Hames wrote:
>>
>>
>>> Dominic;
>>>
>>> Your best option (as far as I know) is to create a new template for the
>>> owner related scrips and then modify the subject line to suggest its for
>>> the owner.
>>>
>>> Regards;
>>> Roy
>>>
>>> Dominic Lepiane wrote:
>>>
>>>
>>>
Dear RT Users,
We've got RT 3.8.3 and we're wondering if it is possible to
differentiate between emails received as a queue watcher versus emails
received as a ticket owner. Right now, there's nothing I can see in
the email headers (or message) that I can filter on.
Does anyone have any suggestions?
Thanks in advance,
>
>
--
Matthew Isaacs
Systems Engineer
Wolfram Research, Inc.
1-217-398-0700 x3311
___
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Re: [rt-users] Filtering watcher emails
Do I have to add the RT-Owner header to a template? I'm not seeing it in my messages right now. Thanks, - Dominic Matthew Isaacs wrote: > There should be an RT-Owner header. I use a procmail rule to grab > messages with my ID in that header and deliver to a special folder. The > one issue with this is that change-owner notifications do not seem to > have this header, so the filter doesn't catch those, but one could > easily create another filter for this, I just haven't had the time. > > Raed El-Hames wrote: > >> Dominic; >> >> Your best option (as far as I know) is to create a new template for the >> owner related scrips and then modify the subject line to suggest its for >> the owner. >> >> Regards; >> Roy >> >> Dominic Lepiane wrote: >> >> >>> Dear RT Users, >>> >>> We've got RT 3.8.3 and we're wondering if it is possible to >>> differentiate between emails received as a queue watcher versus emails >>> received as a ticket owner. Right now, there's nothing I can see in >>> the email headers (or message) that I can filter on. >>> >>> Does anyone have any suggestions? >>> >>> Thanks in advance, >>> >>> >>> ___ 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] Filtering watcher emails
There should be an RT-Owner header. I use a procmail rule to grab messages with my ID in that header and deliver to a special folder. The one issue with this is that change-owner notifications do not seem to have this header, so the filter doesn't catch those, but one could easily create another filter for this, I just haven't had the time. Raed El-Hames wrote: > Dominic; > > Your best option (as far as I know) is to create a new template for the > owner related scrips and then modify the subject line to suggest its for > the owner. > > Regards; > Roy > > Dominic Lepiane wrote: > >> Dear RT Users, >> >> We've got RT 3.8.3 and we're wondering if it is possible to >> differentiate between emails received as a queue watcher versus emails >> received as a ticket owner. Right now, there's nothing I can see in >> the email headers (or message) that I can filter on. >> >> Does anyone have any suggestions? >> >> Thanks in advance, >> >> >> > ___ > 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 > > -- Matthew Isaacs Systems Engineer Wolfram Research, Inc. 1-217-398-0700 x3311 ___ 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] Filtering watcher emails
Dominic; Your best option (as far as I know) is to create a new template for the owner related scrips and then modify the subject line to suggest its for the owner. Regards; Roy Dominic Lepiane wrote: > Dear RT Users, > > We've got RT 3.8.3 and we're wondering if it is possible to > differentiate between emails received as a queue watcher versus emails > received as a ticket owner. Right now, there's nothing I can see in > the email headers (or message) that I can filter on. > > Does anyone have any suggestions? > > Thanks in advance, > > ___ 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] RT Cookie Issue
Try this and let us know how your doing then. http://wiki.bestpractical.com/view/CleanupSessions Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: [rt-users] RT Cookie Issue From: Varun Vyas To: RT User List Date: 24/06/2009 10:46 PM Hello All >From past two days i m facing one weird problem. I have RT 3.6.3. And whenever >i logs in it allows me to log in but whenever i tried to move to other page >then it redirects me to login page. Then i again have to type username >password and then it takes me to page. And same thing continues whenver i try >to transit to another page. We dnt have done any upgrade but we have deleted >all files in *rt3/var/obj*. As we have problem that html changes which we made >was not reflected on site. So we try to clear session and cache and objects so >that we can have an updated session and objects file which gives us our html >changes Any help is highly appreciated. -- Thanks s Regards Varun Vyas Software Engineer - Automation ___ 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 athttp://rtbook.bestpractical.com --- The College of New Caledonia Visit us at http://www.cnc.bc.ca Virus scanning is done on all incoming and outgoing email. Anti-spam information for CNC can be found at http://gateway.cnc.bc.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] RT Cookie Issue
Varun, There are a couple possible causes for this. If you are on Oracle, then you need to override a setting in RT_SiteConfig.pm. If on MySQL, then you need to change the way a field in the Session Table is defined. Which do you have? Kenn LBNL On 6/24/2009 10:49 PM, Varun Vyas wrote: > Hello All > > From past two days i m facing one weird problem. I have RT 3.6.3. And > whenever i logs in it allows me to log in but whenever i tried to move > to other page then it redirects me to login page. Then i again have to > type username password and then it takes me to page. And same thing > continues whenver i try to transit to another page. We dnt have done any > upgrade but we have deleted all files in *rt3/var/obj*. As we have > problem that html changes which we made was not reflected on site. So we > try to clear session and cache and objects so that we can have an > updated session and objects file which gives us our html changes > > Any help is highly appreciated. > > ___ 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] Getting "Can't locate object method "host" via package "URI::_generic" at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 190"
Kevin, Without knowing what you changed, it will be difficult to help. Do you keep notes on your changes? DO you backup your old RT_SiteConfig.pm file (like copying it under a diff name)? When making changes, try making them one at a time and then testing for all possible results. That way, it is easier to debug what might have gone wrong. Anyway, if you can specify what changes you made, help is possible. Kenn LBNL On 6/24/2009 2:58 PM, Kevin Gagel wrote: Please help! I've broken something and I'm not sure what. I'm pretty sure it has something to do with my RT_SiteConfig.pm file, I had made some changes so that links in the tickets were showing up correctly. They were only showing up as http://localhost:80/ etc. Now they are showing up correctly. Anyway's the error only shows up when creating a new ticket. The ticket is created and everything seems to work correctly but the only thing updated in the browser is: Can't locate object method "host" via package "URI::_generic" at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 190 I have to go back to a previous change and then click home to continue. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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] Filtering watcher emails
Dominic, There are two different Queue watchers, as you know; AdminCc and Cc. This allows you to create notification scrips for the two different groups of users in that capacity. There are also Requestors, where there can be more than 1 per ticket, and Owners, where there is ONLY 1 per ticket. These two roles can ALSO get notification scrips directed just for them (Notify Owner, Notify Requestors). All these destination options are available when creating a scrip under "Actions". You will see different roles and combination of roles you can select from for your notification scrip. Hope this helps. Kenn LBNL On 6/24/2009 2:57 PM, Dominic Lepiane wrote: > Dear RT Users, > > We've got RT 3.8.3 and we're wondering if it is possible to > differentiate between emails received as a queue watcher versus emails > received as a ticket owner. Right now, there's nothing I can see in > the email headers (or message) that I can filter on. > > Does anyone have any suggestions? > > Thanks in advance, > > ___ 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] Help, root no more a SuperUser
Boris Jordanov пишет: > I'm in a trouble. While setting some user rights, it seems I've revoked > the superuser right of mu root (UID 1) user. Can someone guide me how to > fix this? A nice SQL statement to make my root superuser again? > > Thank you in advance. > > PS It's urgent :( > ___ > 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 > correct me if i'm wrong - there's a record in Principals table for each user. u should use principal id for root. so, first do a select id from Users where Name LIKE 'root'; remember th id of root user then select id from Principals where Object id = [that number u remembered on previous step] remember this number too then, finally, do a insert into ACL values (NULL, 'Group', [that number u remembered on previous step], 'SuperUser', 'RT::System', 1, 0, 0); in my case both of id's were 12. but, i performed lots of different upgrades. so 12 probably won't work. good luck, and be careful :) -- br, alex ___ 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] Help, root no more a SuperUser
Hi Boris,
Run the below command. This worked for me for the same situation. hope it
works for you as well.
perl -I /opt/rt3/lib -MRT -e' RT::LoadConfig(); RT::Init(); my $u =
RT::User->new($RT::Systemuser); $u->Load("root"); print
$u->PrincipalObj->GrantRight(Object => $RT::System, Right => "SuperUser");
Thanks
Manohar
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Boris
Jordanov
Sent: Thursday, June 25, 2009 6:55 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Help, root no more a SuperUser
I'm in a trouble. While setting some user rights, it seems I've revoked
the superuser right of mu root (UID 1) user. Can someone guide me how to
fix this? A nice SQL statement to make my root superuser again?
Thank you in advance.
PS It's urgent :(
___
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] SOLVED Help, root no more a SuperUser
Boris Jordanov написа: > I'm in a trouble. While setting some user rights, it seems I've revoked > the superuser right of mu root (UID 1) user. Can someone guide me how to > fix this? A nice SQL statement to make my root superuser again? > > y a copy at http://rtbook.bestpractical.com > Found the solution in the wiki, sorry for the panic :) ___ 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] RT 3.8.4 and mailgate
Roderick A. Anderson wrote: > Paul Hirose wrote: >> Check your Apache httpd.conf file. And make sure you have >> Satisfy Any Allow from all Turns out I needed it it in conf.d/perl.conf inside the VirtualHost for RT. > I think I see now. I used the stanza from the documentation. > >> in the right section. You might not need to do Allow from *all* I >> suppose, and could narrow that down. Now it is a DBD::Pg/SearchBuilder/duplicate-key issue. I seem to remember seeing mention of this type of problem when using PostgreSQL and migrating/updating from the RT 2.x series. That is now one of today's project! Again thanks. \\||/ Rod -- ___ 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] Help, root no more a SuperUser
I'm in a trouble. While setting some user rights, it seems I've revoked the superuser right of mu root (UID 1) user. Can someone guide me how to fix this? A nice SQL statement to make my root superuser again? Thank you in advance. PS It's urgent :( ___ 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] User/Group rights to see group members and user details
After recovering from my root user being ... incapacitated :) I'm a bit lost. I want a group of RT users (support team to say) to be able to see group members (when the requestor belongs to a group) and requestor details (requestors for this queue are registered users with details about them entered - address, phones, ...) Which rights should I give to my support group ?!? Thank You 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
Re: [rt-users] RT Memory Leaks Problem
On Wed, Jun 24, 2009 at 2:01 PM, Varun Vyas wrote: > Hello All > > I have 8gigs RAM on my machine with RT 3.6.3 installed and we have intel > processor. I have RHEL3 installed with kernel version 2.6.9-5. And my > problem is that as each day passes our memory in RAM gets exhausted and > by the end of 3rd day it starts using swap memory and we have to restart > my apache so that i can stable my memory usage. I m pretty sure its > memory leak problem . But i m not able to find out by what reason this > memory leaks are occuring and its not letting it to remain stable > > Can any can suggest me help in this. Any help is appreciated hint: 3.6.8, 3.8.4 > -- > Thanks & Regards > Varun Vyas > Software Engineer - Automation > > > ___ > 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 > -- Best regards, Ruslan. ___ 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] RT Memory Leaks Problem
Well i m in india and i m in no way can meet you guys in U.S. but i want help from your side on this issue. Its driving me crazy now and i have got no help or assistance till now regarding this issue. Agnislav Onufrijchuk wrote: > > Kenneth Marshall wrote: >> >> In the interim, you could schedule a "graceful" restart of apache >> every day with cron: >> >> # Restart apache daily to clear process bloat. >> 5 5 * * * APACHE_PIDFILE=/var/run/httpd.pid APACHE_CONFIG=/etc/httpd.conf >> /usr/sbin/apachectl graceful >/dev/null 2>&1 >> >> This should keep everything in check. I hope that this helps. >> > I have the same problem with rt 3.4.4 and have to restart apache > periodically. > Graceful restart doesn't help me, it's needed to make full restart: > > > apachectl restart > > -- > Agnislav Onufrijchuk > PortaOne, Inc., RT Developer > Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 > >Meet us at ITEXPO West 2009 >September 2-3, Booth 427 >Los Angeles Convention Center > ___ > 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 > > -- View this message in context: http://www.nabble.com/RT-Memory-Leaks-Problem-tp24181874p24198773.html Sent from the Request Tracker - User mailing list archive at Nabble.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
