Re: [rt-users] Correct way of specifing multiple groups to authenticate in RT::Authen::ExternalAuth
Tue 07 Jul 2009 19:48:41 GMT Kevin Gagel wrote: I have multiple groups I wish to specify in my RT::Authen::ExternalAuth configuration. How do I specify more than a single group? Currently, you can't. You would need to modify the group membership code (which is actually only very very small). -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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] RTFM rights Question
On Mon, Jul 06, 2009 at 03:07:54PM -0700, Hossein Rafighi wrote: Hi Kevin, I am not sure if this is related to my problem, but when a privileged user does a mouse over on an article the url reads: https://mydomain.ca/RTFM/Article/Display.html?id=## but when an un-privileged user does the mouse over on the same article s/he sees a different directory https://mydomain.ca/SelfService/Article/Display.html?id=## I'm confused. I thought your problem was that your Unprivileged users didn't see Article contents. Now it sounds like the problem is something else? The SelfService version of the Article Display is not identical to the privileged display. You can compare local/plugins/RT-FM/html/SelfService/Article/Dispaly.html to local/plugins/RT-FM/html/RTFM/Article/Dispaly.html to see what is skipped. If you'd like to add data back in, do a local overlay of the template or send a patch to add a callback and use the callback to add data. -kevin these articles are clicked on, they don't see the link for the content of any article. My privileged users don't have this problem! They can search and see the articles and links! I've set the group rights on global and class level in rtfm to: See Class, ShowArticle, and ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? ___ 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::Links strange behaviour
I am using RT::Links to iterate over a tickets links in two places.. one
in Ticket_Local.pm and one in a dhandler. It works fine within
Ticket_Local.pm but not from within the dhandler.
In Ticket_Local.pm, I'm using:
sub FindLinks {
my $self = shift;
my $links = new RT::Links($self-CurrentUser);
$links = $self-Links('Base');
my $link=$links-Next();
if (defined $link) {
$RT::Logger-info(found a link from Ticket_Local);
}
return 1;
};
In a dhandler I'm using:
my $ticket = RT::Ticket-new($session{'CurrentUser'} );
$ticket-Load( $myticketid );
unless ( $ticket-id ) {
$RT::Logger-error(Couldn't load ticket #$myticketid);
return $m-abort( 404 );
}
$ticket-FindLinks();
my $links = new RT::Links($session{'CurrentUser'} );
$links = $ticket-Links('Base');
my $link = $links-Next();
if (defined $link) {
$RT::Logger-info(found a link from dhandler);
}
I only get found a link from Ticket_Local in logs.
Anyone know why?
NOTE: I know the example doesn't make sense - but its concise. :)
Thanks,
-Bob
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Re: [rt-users] very simple (and possibly dumb) question, correspondence subject.
Agnislav Onufrijchuk wrote: Tim Mitchell wrote: Subject line on emails to everyone contains the FQDN + ticket number + ticket subject. I doubt in FQDN. AFAIK text before ticket number in subject is set per queue in Subject Tag input field. In case when Subject Tag is empty, the text is being got from $rtname variable in RT_SiteConfig.pm I'd like to change that to RT-PS + ticket number + ticket subject. I don't know what is RT-PS. Please, clarify. RT-PS instead of the FQDN (ie. $rtname = RT-PS;) I'd guess having been down the no-FQDN route with a customer. \\||/ 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] Scalability question - RT appropriate for 50K+ requests per year?
On 11 Jun 2009, at 3:16 pm, Lander, Scott wrote: Folks, We are taking a look at RT as our helpdesk, and the basic functionality seems fine. However, I am wondering how it does under a fairly heavy load (ok - maybe it isn't heavy - but, I think of it as fairly large) of upwards of 50K requsts per year, about 200 requests per (work) day. Is anyone running that large a system? If so, could you describe your system - CPU/disk/memory/OS, etc, as well as how it performs? Anything you wish you had done different because of the size?We envision keeping tickets (closed) at least 3 years, so we would have upward of 150K tickets in the system after some time, if that matters. We run a 3.8.2 instance that big on a virtual machine running on an ESX server. The VM only has 2 GB of RAM, which is sort of OK, but could do with being larger. If I were to do it again I'd use a 64-bit OS rather than 32-bit, and give it more memory (probably around 4GB). Nevertheless, our 2GB VM with two virtual CPUs handles our RT requirements quite happily (roughly 700 tickets a week, so not quite as high as you're envisaging, but not far off) Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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] reply subject issue
You can either use the queue specific subject tags, or see my earlier posts on this list about tweaking the codebase to emit subjects like: [RTname Qname ID#] Actual Subject Either way, be sure to read perldoc RT_Config.pm thoroughly, as there are some magic variables in there that need to be updated so that under special circumstances the altered forms are recognized as replies and don't get their subject's mangled (having a copy of the subject tag moved to the end of the subject) -- 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] reply subject issue
Have you seen subject tag feature? It's a new property of queues you can change via the web UI. On Wed, Jul 8, 2009 at 7:17 PM, Chip Meffordc...@well.com wrote: Been a happy RT user for a few years now, currently running 3.8.1. For these last years, I've only had one active queue for helpdesk. I recently had reason to add a second queue for the folks doing facilities maintainence. All iz well. But since I now have 2 queues, I was wondering if there was a way to differentiate them in follow-ups. Right now, the 'Please include the string [domain.tld #] applies to both queues. That's fine, but it would be nice if instead of domain.tld, I had queue1 or queue2 for the subject line string. Basically, it's a non issue, but I was wondering if there is a simple way to implement this. Thanks kindly in advance; -- --- Chip Mefford Before Enlightenment; chop wood carry water After Enlightenment; chop wood carry water - Public Key http://www.well.com/user/cpm ___ 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] Problem in installing RT::Authen::ExternalAuth
Before installing the module w/ CPAN. # Note - /opt/rt3/lib is the default path - if you used a different arg to --prefix during configure/install, use that as well. export PERL5LIB=/opt/rt3/lib Then run your cpan install. Paths in PERL5LIB are added (prepended?) to @INC, allowing the RT modules to be found during run-time, thus allowing CPAN to detect that the dependency for the module you're installing is satisfied. -Rob On Tue, Jul 7, 2009 at 3:29 AM, Ratish Ravindranratish_ravind...@persistent.co.in wrote: Hi All, I tried to install RT::Authen::ExternalAuth module ( version 0.08) for RT 3.8.4, but during installation its giving an error as : Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Checking if your kit is complete... Looks good Warning: prerequisite RT 0 not found. Writing Makefile for RT::Authen::ExternalAuth Unsatisfied dependencies detected during ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz RT [requires] Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] y Running make test Delayed until after prerequisites Running make install Delayed until after prerequisites Running install for module 'RT' The module RT isn't available on CPAN. Either the module has not yet been uploaded to CPAN, or it is temporary unavailable. Please contact the author to find out more about the status. Try 'i RT'. Running make for Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz Has already been unwrapped into directory /root/.cpan/build/RT-Authen-ExternalAuth-0.08-s0b8RW CPAN.pm: Going to build Z/ZO/ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz cp lib/RT/Authen/ExternalAuth.pm blib/lib/RT/Authen/ExternalAuth.pm cp lib/RT/Authen/ExternalAuth/LDAP.pm blib/lib/RT/Authen/ExternalAuth/LDAP.pm cp lib/RT/User_Vendor.pm blib/lib/RT/User_Vendor.pm cp lib/RT/Authen/ExternalAuth/DBI/Cookie.pm blib/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm cp lib/RT/Authen/ExternalAuth/DBI.pm blib/lib/RT/Authen/ExternalAuth/DBI.pm Manifying blib/man3/RT::Authen::ExternalAuth.3pm Manifying blib/man3/RT::User_Vendor.3pm ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz /usr/bin/make -- OK Running make test No tests defined for RT::Authen::ExternalAuth extension. ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz Tests succeeded but one dependency not OK (RT) ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz [dependencies] -- NA Running make install make test had returned bad status, won't install without force I searched for RT modules but didn’t find. Please help me to get out of this problem. Thanks Ratish DISCLAIMER == This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails. ___ 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] reply subject issue
Ruslan Zakirov wrote: Have you seen subject tag feature? It's a new property of queues you can change via the web UI. Hey Ruslan; yes, That part I get, however the body of the auto reply contains contradictory info. While the subject will say: [queue-name ID#] Blah blah blah, in the body of the actual auto reply, it will restate: --- ... Your ticket has been assigned an ID of [queue-name ID#]. Please include the string: [domain.tld ID#] in the subject line of all future... which is contradictory. I hope I am making this clear. On Wed, Jul 8, 2009 at 7:17 PM, Chip Meffordc...@well.com wrote: Been a happy RT user for a few years now, currently running 3.8.1. For these last years, I've only had one active queue for helpdesk. I recently had reason to add a second queue for the folks doing facilities maintainence. All iz well. But since I now have 2 queues, I was wondering if there was a way to differentiate them in follow-ups. Right now, the 'Please include the string [domain.tld #] applies to both queues. That's fine, but it would be nice if instead of domain.tld, I had queue1 or queue2 for the subject line string. Basically, it's a non issue, but I was wondering if there is a simple way to implement this. Thanks kindly in advance; -- --- Chip Mefford Before Enlightenment; chop wood carry water After Enlightenment; chop wood carry water - Public Key http://www.well.com/user/cpm ___ 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 Chip Mefford Before Enlightenment; chop wood carry water After Enlightenment; chop wood carry water - Public Key http://www.well.com/user/cpm ___ 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] import ldap users in RT with RT::Authen::ExternalAuth
On Fri, Jul 03, 2009 at 08:30:38PM +0200, Natxo Asenjo wrote: Can't locate RT/Extension/LDAPImport.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at ./rtldapimport line 13. I had to add this path to rtldapimport because it would not find a module: ### after: use lib qw(@RT_LIB_PATH@); use lib qw(/opt/rt3/local/lib /opt/rt3/lib /opt/rt3/local/plugins/RT-Extension-LDAPImport/lib); I suspect this is because you didn't enable the plugin (otherwise the plugin lib dir would already be included in @INC) I've released an updated version of the module with improved docs: 4. Edit your /opt/rt3/etc/RT_SiteConfig.pm Set(@Plugins, qw(RT::Extension::LDAPImport)); or add RT::Extension::LDAPImport to your existing @Plugins line -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] reply subject issue
Fix templates, use the following code in them:
{$Ticket-QueueObj-SubjectTag || $rtname}
On Wed, Jul 8, 2009 at 8:15 PM, Chip Meffordc...@well.com wrote:
Ruslan Zakirov wrote:
Have you seen subject tag feature? It's a new property of queues you
can change via the web UI.
Hey Ruslan;
yes, That part I get, however the body of the auto reply
contains contradictory info.
While the subject will say:
[queue-name ID#] Blah blah blah,
in the body of the actual auto reply, it will restate:
---
...
Your ticket has been assigned an ID of [queue-name ID#].
Please include the string:
[domain.tld ID#]
in the subject line of all future...
which is contradictory.
I hope I am making this clear.
On Wed, Jul 8, 2009 at 7:17 PM, Chip Meffordc...@well.com wrote:
Been a happy RT user for a few years now, currently running
3.8.1. For these last years, I've only had one active queue
for helpdesk.
I recently had reason to add a second queue for the folks
doing facilities maintainence.
All iz well. But since I now have 2 queues, I was wondering
if there was a way to differentiate them in follow-ups.
Right now, the 'Please include the string [domain.tld #]
applies to both queues. That's fine, but it would be
nice if instead of domain.tld, I had queue1 or queue2
for the subject line string.
Basically, it's a non issue, but I was wondering if there is
a simple way to implement this.
Thanks kindly in advance;
--
---
Chip Mefford
Before Enlightenment;
chop wood
carry water
After Enlightenment;
chop wood
carry water
-
Public Key
http://www.well.com/user/cpm
___
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Chip Mefford
Before Enlightenment;
chop wood
carry water
After Enlightenment;
chop wood
carry water
-
Public Key
http://www.well.com/user/cpm
___
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--
Best regards, Ruslan.
___
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Re: [rt-users] reply subject issue
Ruslan Zakirov wrote:
Fix templates, use the following code in them:
{$Ticket-QueueObj-SubjectTag || $rtname}
Err, a bit out of my depth I guess. Not sure
where to do this, not keen on fiddling Templates_Overlay.pm
or similar. And not clueful on how to add queue specific stuff
in the configuration menu
thanks though, read the book a bit more I suppose.
--
---
Chip Mefford
Before Enlightenment;
chop wood
carry water
After Enlightenment;
chop wood
carry water
-
Public Key
http://www.well.com/user/cpm
___
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Re: [rt-users] RTFM rights Question
If an unprivileged user does a search for articles they can find them, but those articles don't show the Referred to by links, and therefore these users can't see the body/contents of articles. Privileged users can see the Referred to by and can click on the link and read the contents. Do I make sense? Cheers, Hossein Kevin Falcone wrote: On Mon, Jul 06, 2009 at 03:07:54PM -0700, Hossein Rafighi wrote: Hi Kevin, I am not sure if this is related to my problem, but when a privileged user does a mouse over on an article the url reads: https://mydomain.ca/RTFM/Article/Display.html?id=## but when an un-privileged user does the mouse over on the same article s/he sees a different directory https://mydomain.ca/SelfService/Article/Display.html?id=## I'm confused. I thought your problem was that your Unprivileged users didn't see Article contents. Now it sounds like the problem is something else? The SelfService version of the Article Display is not identical to the privileged display. You can compare local/plugins/RT-FM/html/SelfService/Article/Dispaly.html to local/plugins/RT-FM/html/RTFM/Article/Dispaly.html to see what is skipped. If you'd like to add data back in, do a local overlay of the template or send a patch to add a callback and use the callback to add data. -kevin these articles are clicked on, they don't see the link for the content of any article. My privileged users don't have this problem! They can search and see the articles and links! I've set the group rights on global and class level in rtfm to: See Class, ShowArticle, and ShowArticleHistory for Everyone and Unprivileged users. Any Ideas? ___ 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] RT Error
I fixed this problem. For the records, just in case somebody else falls into this trap! I have been happily using and upgrading RT for few years. For some odd/historical reason my perl was loaded and called from /usr/lib/perl5/vendor_perl/5.8.8/RT who knows since when? I did an export of PERL5LIB to point at /opt/rt/lib and did a re-install and no longer see the error message. Cheers, Hossein Hossein Rafighi wrote: Hi, I just upgraded my RT from 3.8.1 to 3.8.4. Attempt to restart httpd fails with the following error. == httpd/error_log == [Tue Jul 07 10:24:01 2009] [error] Can't locate object method Config via package RT at /opt/rt/default/bin/webmux.pl line 100.\nBEGIN failed--compilation aborted at /opt/rt/default/bin/webmux.pl line 102.\nCompilation failed in require at (eval 210) line 1.\n [Tue Jul 07 10:24:01 2009] [error] Can't load Perl file: /opt/rt/default/bin/webmux.pl for server rt.mydomain.ca:0, exiting... Any help is greatly appreciated. Cheers, Hossein -- _ _ _ _ _ _ _ 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
[rt-users] Tool to graph custom fields?
Hi guys, Is anyone aware of a tool to let users create more complex or arbitrary graphs than the few published modern extensions? They're useful, but all fairly limited and impose many constraints. I'm asking for a general solution, but what I'm presently most interested in is a way of graphing the relative abundance of custom field values amongst tickets matching a given query. i.e; I'd like a pie chart of how many tickets created in the last month have CF-Fred set to foo, bar, baz or qux... Any thoughts? -- 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] RTFM rights Question
On Wed, Jul 08, 2009 at 09:59:17AM -0700, Hossein Rafighi wrote: If an unprivileged user does a search for articles they can find them, but those articles don't show the Referred to by links, and therefore these users can't see the body/contents of articles. Privileged users can see the Referred to by and can click on the link and read the contents. Do I make sense? I think this is a terminology problem. Links are not Content Links are either automatically generated to tickets that used the RTFM Article or to other things that you've manually linked. The Content of an Article is stored in Custom Fields which in the Self Service UI are displayed below the Name and the Summary. If you need to see Links in SelfService, you'll have to follow the directions from my previous mail and either overlay Article/Display.html or create a callback and use that (and send a patch to have the callback make it into core) -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] RT mail failing after Fedora upgrade
I had to reinstall a bunch of the perl packages after the FC upgrade to FC9, now the rt-dependency check comes back clean, but this is the error I get when I run fetchmail with the RT user: [r...@sfnix1 sbin]# su - rt_user [rt_u...@sfnix1 ~]$ fetchmail -s RT server error. The RT server which handled your email did not behave as expected. It said: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. Stack: [/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm:1674] [/usr/lib/perl5/vendor_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:720] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:554] [/usr/local/rt3/lib/RT/Interface/Email.pm:765] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] fetchmail: MDA returned nonzero status 75 RT server error. Machine info: RT Version: 3.6.0 Linux sfnix1 2.6.27.25-78.2.56.fc9.i586 #1 SMP Thu Jun 18 12:14:31 EDT 2009 i686 i686 i386 GNU/Linux [rt_u...@sfnix1 ~]$ which perl /usr/local/bin/perl [rt_u...@sfnix1 ~]$ perl --version This is perl, v5.10.0 built for i386-linux-thread-multi [rt_u...@sfnix1 ~]$ which mysql /usr/bin/mysql [rt_u...@sfnix1 ~]$ mysql --version mysql Ver 14.12 Distrib 5.0.19, for pc-linux-gnu (i686) using readline 5.0 --Jay --Director, Production Operations IT --Ecast ___ 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] Tool to graph custom fields?
On Wed, Jul 08, 2009 at 01:28:33PM -0400, Jerrad Pierce wrote: Is anyone aware of a tool to let users create more complex or arbitrary graphs than the few published modern extensions? They're useful, but all fairly limited and impose many constraints. I'm asking for a general solution, but what I'm presently most interested in is a way of graphing the relative abundance of custom field values amongst tickets matching a given query. i.e; I'd like a pie chart of how many tickets created in the last month have CF-Fred set to foo, bar, baz or qux... What you describe should be built into 3.8 Search for tickets created after 2009-07-01 Scroll the bottom of the results, choose a Pie chart and chart by Custom Field Fred -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] RT [Transactions] failing after Fedora upgrade
Correction, any database transaction is failing in RT (I didn't try
that after the upgrade):
error:
Transactions not supported by database at
/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line
1674.
context:
...
1670:
sub begin_work {
1671:
my $dbh = shift;
1672:
return $dbh-set_err($DBI::stderr, Already in a transaction)
1673:
unless $dbh-FETCH('AutoCommit');
1674:
$dbh-STORE('AutoCommit', 0); # will croak if driver doesn't support it
1675:
$dbh-STORE('BegunWork', 1); # trigger post commit/rollback action
1676:
return 1;
1677:
}
1678:
...
code stack:
/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm:1674
/usr/lib/perl5/vendor_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:720
/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3024
/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3091
/usr/local/rt3/share/html/Ticket/Display.html:124
/usr/local/rt3/local/html/autohandler:173
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jay
Vlavianos
Sent: Wednesday, July 08, 2009 12:09 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT mail failing after Fedora upgrade
I had to reinstall a bunch of the perl packages after the FC upgrade to
FC9, now the rt-dependency check comes back clean, but this is the error
I get when I run fetchmail with the RT user:
[r...@sfnix1 sbin]# su - rt_user
[rt_u...@sfnix1 ~]$ fetchmail -s
RT server error.
The RT server which handled your email did not behave as expected. It
said:
Transactions not supported by database at
/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line
1674.
Stack:
[/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm:1674]
[/usr/lib/perl5/vendor_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:720]
[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:554]
[/usr/local/rt3/lib/RT/Interface/Email.pm:765]
[/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
fetchmail: MDA returned nonzero status 75
RT server error.
Machine info:
RT Version: 3.6.0
Linux sfnix1 2.6.27.25-78.2.56.fc9.i586 #1 SMP Thu Jun 18 12:14:31 EDT
2009 i686 i686 i386 GNU/Linux
[rt_u...@sfnix1 ~]$ which perl
/usr/local/bin/perl
[rt_u...@sfnix1 ~]$ perl --version
This is perl, v5.10.0 built for i386-linux-thread-multi
[rt_u...@sfnix1 ~]$ which mysql
/usr/bin/mysql
[rt_u...@sfnix1 ~]$ mysql --version
mysql Ver 14.12 Distrib 5.0.19, for pc-linux-gnu (i686) using readline
5.0
--Jay
--Director, Production Operations IT
--Ecast
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Re: [rt-users] Tool to graph custom fields?
Ah, yes, got it! Thanks. I forgot that RT assumes CF's are queue specific, and only shows them when a queue is specified. We have several CFs that are used in multiple queues e.g; Tags; and sometimes want to search across queues based on these fields. In query builder this can be gotten around by first selecting a queue, then your CF condition, then deleting the queue from the query... The workaround for this chart is similar, get your results for one queue, then remove the queue condition from the URI. -- 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] very simple (and possibly dumb) question, correspondence subject.
Thanks that worked perfectly! -TM On Wed, Jul 8, 2009 at 7:21 AM, Roderick A. Anderson raand...@cyber-office.net wrote: Agnislav Onufrijchuk wrote: Tim Mitchell wrote: Subject line on emails to everyone contains the FQDN + ticket number + ticket subject. I doubt in FQDN. AFAIK text before ticket number in subject is set per queue in Subject Tag input field. In case when Subject Tag is empty, the text is being got from $rtname variable in RT_SiteConfig.pm I'd like to change that to RT-PS + ticket number + ticket subject. I don't know what is RT-PS. Please, clarify. RT-PS instead of the FQDN (ie. $rtname = RT-PS;) I'd guess having been down the no-FQDN route with a customer. \\||/ Rod -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Thanks, -TM Ravioli is the square root of pasta. - Max K., Age 11 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] reply subject issue
On Wed, Jul 08, 2009 at 12:40:29PM -0400, Chip Mefford wrote:
Ruslan Zakirov wrote:
Fix templates, use the following code in them:
{$Ticket-QueueObj-SubjectTag || $rtname}
Err, a bit out of my depth I guess. Not sure
where to do this, not keen on fiddling Templates_Overlay.pm
or similar. And not clueful on how to add queue specific stuff
in the configuration menu
Configuration - Templates - Autoreply
Just paste in what Ruz wrote, which should be the
default on an installed 3.8, but possibly not on
an upgraded 3.8
-kevin
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[rt-users] Custom Fields per queue
We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using RT for years (and years.. and years.. and years..), and even encouraged the guys here to buy the book (two copies) so as to train them on the inner workings of the interface. We are now at the point where we want certain custom fields for the different queues. We have about 8 different queues that we support and we are trying to apply custom fields to different queues. For example, we have defined one custom field pull-down called Priority with several options that we want applied to all of the queues, one custom field called IT Category with a pull down of several options that we want applied to our Desktop Support queue, and one custom field called IDX Category with a pull down of several options that we want applied to our Applications queue. The web interface seems rather straight forward once you work through it a couple of times, but I cannot seem to have the correct end result. Am I missing something here? Thanks! -Rich RT 3.8.4 ___ 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] Query on Content is case sensitive
I've recently upgraded to rt3.8.3 from 3.6.5 and everything is working very well except that I've just discovered that a query based on Content is case sensitive. I've tried other queries based on Subject and Requestor etc and they are all case insensitive. Looking at the mysql upgrade script, I think that Content has been changed to longblob and that type is case sensitive according to mysql documentation. Has anyone else noticed this behaviour and are there suggestions for a workaround? Thanks, Dan ___ 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] Custom Fields per queue
I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... 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] Custom Fields per queue From: Rich West rich.w...@wesmo.com To: RT-Users@lists.bestpractical.com Date: 08/07/2009 1:52 PM We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using RT for years (and years.. and years.. and years..), and even encouraged the guys here to buy the book (two copies) so as to train them on the inner workings of the interface. We are now at the point where we want certain custom fields for the different queues. We have about 8 different queues that we support and we are trying to apply custom fields to different queues. For example, we have defined one custom field pull-down called Priority with several options that we want applied to all of the queues, one custom field called IT Category with a pull down of several options that we want applied to our Desktop Support queue, and one custom field called IDX Category with a pull down of several options that we want applied to our Applications queue. The web interface seems rather straight forward once you work through it a couple of times, but I cannot seem to have the correct end result. Am I missing something here? Thanks! -Rich RT 3.8.4 ___ 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] Custom Fields per queue
By correct result, I meant that it would do what I was trying for: o Custom Field associated to all tickets regardless of queue o Custom field associated to all tickets in queue A o Custom field associated to all tickets in queue B Is this possible? -Rich On Wed, 08 Jul 2009 14:06:54 -0700, Kevin Gagel wrote: I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... ___ 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
