date:20090723

Hello,

MIME::WordDecoder is indirect dependency. There could be many reasons
why Unicode::Map is not installed on your system.

On Thu, Jul 23, 2009 at 1:23 PM, Thomas Fluchflu...@wyeth.com wrote:
 Hi folks!

 I have problems with the installation of RT 3.8.4 on Debian 5.

 Running testdeps returns All dependences have been found.

 My RT_SiteConfig.pm file looks like this:
 #
 # To include a directive here, just copy the equivalent statement
 # from RT_Config.pm and change the value. We've included a single
 # sample value below.
 #
 # This file is actually a perl module, so you can include valid
 # perl code, as well.
 #
 # The converse is also true, if this file isn't valid perl, you're
 # going to run into trouble. To check your SiteConfig file, use
 # this comamnd:
 #
 #   perl -c /path/to/your/etc/RT_SiteConfig.pm
 Set( $rtname, 'rt.vecweb.net' );
 Set( $Organization, 'vecweb.net' );
 Set( $CorrespondAddress, 'r...@rt.vecweb.net' );
 Set( $CommentAddress, 'rt-comm...@rt.vecweb.net' );
 Set( $OwnerEmail, 'root' );
 Set( $MaxAttachmentSize, 1000 );
 Set( $DatabaseType, 'mysql' );
 Set( $DatabaseUser, 'root' );
 Set( $DatabasePassword, 'root' );
 Set( $DatabaseName, 'rt3' );
 Set( $WebPath, '/rt');
 Set( $WebBaseURL, 'http://rt.vecweb.net' );

 #Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
 1;

 When running make initialize-database the following errors occur:
 debian:/home/user/rt-3.8.4# make initialize-database
 /usr/bin/perl sbin/rt-setup-database --action init --dba root
 --prompt-for-dba-password
 Can't locate Unicode/Map.pm in @INC (@INC contains:
 /home/user/rt-3.8.4/sbin/../local/lib /home/user/rt-3.8.4/sbin/../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
 /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376.
 BEGIN failed--compilation aborted at
 /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376.
 Compilation failed in require at
 /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133.
 BEGIN failed--compilation aborted at
 /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133.
 Compilation failed in require at /usr/local/share/perl/5.10.0/MIME/Parser.pm
 line 149.
 BEGIN failed--compilation aborted at
 /usr/local/share/perl/5.10.0/MIME/Parser.pm line 149.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77.
 Compilation failed in require at (eval 1053) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70.
 Compilation failed in require at (eval 1052) line 3.
 Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm
 line 76.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm line 76.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82.
 Compilation failed in require at (eval 1034) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60.
 Compilation failed in require at (eval 1033) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73.
 Compilation failed in require at (eval 1032) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Ticket.pm line 72.
 Compilation failed in require at

Re: [rt-users] Database Initialization Error 2 - but testdeps successful

2009-07-23 Thread Thomas Fluch

Hm...during the fixdeps steps I recognized an error regarding the Core...MIME 
Entries...I installed the MIME package (MIME Tools 6.x.x) as described in 
another Mailing List Archive Mail.
 
Could this be the reason?

 Ruslan Zakirov ruslan.zaki...@gmail.com 2009-07-23 12:07 

Hello,

MIME::WordDecoder is indirect dependency. There could be many reasons
why Unicode::Map is not installed on your system.

On Thu, Jul 23, 2009 at 1:23 PM, Thomas Fluchflu...@wyeth.com wrote:
 Hi folks!

 I have problems with the installation of RT 3.8.4 on Debian 5.

 Running testdeps returns All dependences have been found.

 My RT_SiteConfig.pm file looks like this:
 #
 # To include a directive here, just copy the equivalent statement
 # from RT_Config.pm and change the value. We've included a single
 # sample value below.
 #
 # This file is actually a perl module, so you can include valid
 # perl code, as well.
 #
 # The converse is also true, if this file isn't valid perl, you're
 # going to run into trouble. To check your SiteConfig file, use
 # this comamnd:
 #
 #   perl -c /path/to/your/etc/RT_SiteConfig.pm
 Set( $rtname, 'rt.vecweb.net' );
 Set( $Organization, 'vecweb.net' );
 Set( $CorrespondAddress, 'r...@rt.vecweb.net' );
 Set( $CommentAddress, 'rt-comm...@rt.vecweb.net' );
 Set( $OwnerEmail, 'root' );
 Set( $MaxAttachmentSize, 1000 );
 Set( $DatabaseType, 'mysql' );
 Set( $DatabaseUser, 'root' );
 Set( $DatabasePassword, 'root' );
 Set( $DatabaseName, 'rt3' );
 Set( $WebPath, '/rt');
 Set( $WebBaseURL, 'http://rt.vecweb.net' );

 #Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
 1;

 When running make initialize-database the following errors occur:
 debian:/home/user/rt-3.8.4# make initialize-database
 /usr/bin/perl sbin/rt-setup-database --action init --dba root
 --prompt-for-dba-password
 Can't locate Unicode/Map.pm in @INC (@INC contains:
 /home/user/rt-3.8.4/sbin/../local/lib /home/user/rt-3.8.4/sbin/../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
 /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376.
 BEGIN failed--compilation aborted at
 /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376.
 Compilation failed in require at
 /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133.
 BEGIN failed--compilation aborted at
 /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133.
 Compilation failed in require at /usr/local/share/perl/5.10.0/MIME/Parser.pm
 line 149.
 BEGIN failed--compilation aborted at
 /usr/local/share/perl/5.10.0/MIME/Parser.pm line 149.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77.
 Compilation failed in require at (eval 1053) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70.
 Compilation failed in require at (eval 1052) line 3.
 Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm
 line 76.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm line 76.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82.
 Compilation failed in require at (eval 1034) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60.
 Compilation failed in require at (eval 1033) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73.
 Compilation failed in require at (eval 1032) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Record.pm line 70.
 BEGIN failed--compilation aborted at

Re: [rt-users] Database Initialization Error 2 - but testdeps successful

On Thu, Jul 23, 2009 at 2:13 PM, Thomas Fluchflu...@wyeth.com wrote
 Hm...during the fixdeps steps I recognized an error regarding the
 Core...MIME Entries...I installed the MIME package (MIME Tools 6.x.x) as
 described in another Mailing List Archive Mail.

 Could this be the reason?

May be, don't know exactly. You don't give a pointer on the description.

Just install Unicode::Map using cpan shell or whatever you prefer
(debs, manually).



 Ruslan Zakirov ruslan.zaki...@gmail.com 2009-07-23 12:07 
 Hello,

 MIME::WordDecoder is indirect dependency. There could be many reasons
 why Unicode::Map is not installed on your system.

 On Thu, Jul 23, 2009 at 1:23 PM, Thomas Fluchflu...@wyeth.com wrote:
 Hi folks!

 I have problems with the installation of RT 3.8.4 on Debian 5.

 Running testdeps returns All dependences have been found.

 My RT_SiteConfig.pm file looks like this:
 #
 # To include a directive here, just copy the equivalent statement
 # from RT_Config.pm and change the value. We've included a single
 # sample value below.
 #
 # This file is actually a perl module, so you can include valid
 # perl code, as well.
 #
 # The converse is also true, if this file isn't valid perl, you're
 # going to run into trouble. To check your SiteConfig file, use
 # this comamnd:
 #
 #   perl -c /path/to/your/etc/RT_SiteConfig.pm
 Set( $rtname, 'rt.vecweb.net' );
 Set( $Organization, 'vecweb.net' );
 Set( $CorrespondAddress, 'r...@rt.vecweb.net' );
 Set( $CommentAddress, 'rt-comm...@rt.vecweb.net' );
 Set( $OwnerEmail, 'root' );
 Set( $MaxAttachmentSize, 1000 );
 Set( $DatabaseType, 'mysql' );
 Set( $DatabaseUser, 'root' );
 Set( $DatabasePassword, 'root' );
 Set( $DatabaseName, 'rt3' );
 Set( $WebPath, '/rt');
 Set( $WebBaseURL, 'http://rt.vecweb.net' );

 #Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
 1;

 When running make initialize-database the following errors occur:
 debian:/home/user/rt-3.8.4# make initialize-database
 /usr/bin/perl sbin/rt-setup-database --action init --dba root
 --prompt-for-dba-password
 Can't locate Unicode/Map.pm in @INC (@INC contains:
 /home/user/rt-3.8.4/sbin/../local/lib /home/user/rt-3.8.4/sbin/../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
 /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376.
 BEGIN failed--compilation aborted at
 /usr/local/share/perl/5.10.0/MIME/WordDecoder.pm line 376.
 Compilation failed in require at
 /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133.
 BEGIN failed--compilation aborted at
 /usr/local/share/perl/5.10.0/MIME/Parser/Filer.pm line 133.
 Compilation failed in require at
 /usr/local/share/perl/5.10.0/MIME/Parser.pm
 line 149.
 BEGIN failed--compilation aborted at
 /usr/local/share/perl/5.10.0/MIME/Parser.pm line 149.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/EmailParser.pm line 60.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Interface/Email.pm line 56.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queue_Overlay.pm line 77.
 Compilation failed in require at (eval 1053) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Queues.pm line 76.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/ACE_Overlay.pm line 70.
 Compilation failed in require at (eval 1052) line 3.
 Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm
 line 76.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/ACL.pm line 76.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Group_Overlay.pm line 82.
 Compilation failed in require at (eval 1034) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principal_Overlay.pm line 60.
 Compilation failed in require at (eval 1033) line 3.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76.
 BEGIN failed--compilation aborted at
 /home/user/rt-3.8.4/sbin/../lib/RT/Principals.pm line 76.
 Compilation failed in require at
 /home/user/rt-3.8.4/sbin/../lib/RT/User_Overlay.pm line 73.
 BEGIN failed--compilation aborted at

Re: [rt-users] Docs for mailgate comments?

2009-07-23 Thread Tariq Doukkali

Hi,

mail subject must contain the ticket id. Example suject: [RT_name #1234] bugfix 
!!!

If you send this mail to mailgate and a ticket with id 1234 already exists a 
new comment will be added to this ticket.

Contact me if you have any problems

Best regards,
Tariq



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Re: [rt-users] Allow selfservice users to choose their own DUE DATE.

2009-07-23 Thread Michael Ellis

I'm still looking for a way to due this. Any suggestions?

-Mike

From: Michael Ellis 
Sent: Monday, July 06, 2009 10:23 AM
To: RT-USERS 
Subject: [rt-users] Allow selfservice users to choose their own DUE DATE.

I've got a queue set up for equipment booking requests. I'd like for 
unprivileged users to be able to use the duedate field to specify the day they 
want the laptop/projector setup. I know I could add a custom field, but can I 
present the baked-in duedate to the unprivileged users at the self service page?

If I have to use a custom field, is there a way to automagically use that to 
set the real duedate?

Thanks very much,

Mike Ellis

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Re: [rt-users] RT 3.6.6 - Ticket could not be created due to an internal error

2009-07-23 Thread Juan Mas

Nope.  Actually had to do with InnoDB.  All fixed.  Thanks

On Thu, Jul 23, 2009 at 2:17 AM, Torsten
Brummtorsten.br...@googlemail.com wrote:
 Hard Disc full?!?

 Torsten

 2009/7/22 Juan Mas juan@gmail.com

 For some reason, I can no longer create tickets in RT Helpdesk.  When
 I look at the logs I see the message below.  Then I see a failed
 insert into Groups.  Does anyone know what this message is and how I
 can fix?


 DBD::mysql::st execute failed: The table 'Groups' is full at
 /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505,
 GEN33 line 86.
 (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
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 --
 MFG

 Torsten Brumm

 http://www.brumm.me
 http://www.elektrofeld.de

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Re: [rt-users] Allow selfservice users to choose their own DUE DATE.

On Thu, Jul 23, 2009 at 08:58:57AM -0500, Michael Ellis wrote:
I'm still looking for a way to due this. Any suggestions?

Either modify the SelfService interface to expose the Due field or
create a custom field and in a Scrip set the Due Date.

-kevin

 
-Mike
From: [1]Michael Ellis
Sent: Monday, July 06, 2009 10:23 AM
To: [2]RT-USERS
Subject: [rt-users] Allow selfservice users to choose their own DUE DATE.
I've got a queue set up for equipment booking requests. I'd like for 
 unprivileged users to be
able to use the duedate field to specify the day they want the 
 laptop/projector setup. I know
I could add a custom field, but can I present the baked-in duedate to the 
 unprivileged users
at the self service page?
 
If I have to use a custom field, is there a way to automagically use that 
 to set the real
duedate?
 
Thanks very much,
 
Mike Ellis
 

 --
 
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Re: [rt-users] Broken tickets display

On Tue, Jul 21, 2009 at 11:31:44AM +0200, Luca Villani wrote:
 
 We're experiencing a strange behaviour on both our RT installation: when
 someone reply (or comment) to a ticket (both via e-mail or via
 webinterface) with a response containing some characters like
 
   ª
 
 (useful in Italian language) then ticket visualization is broken for
 this ticket: we can only see workflow until the response, but not
 response itself and the following workflow.

Just a guess, but check your version of Text-Quoted, old versions had
a tendency to coredump on some characters.  You can try coming up to
2.05

-kevin

 
 All workflow is stored in db, and broken visualization only affect the
 ticket with these characters.
 
 If we change these character directly on database, a correct
 visualization is restored.
 
 
 
 We'd searching on internet, but we find nothing: if your response is
 RTFM, pleas tell us what FM we must R... ;-)
 
 
 
 
 Some informations:
 
 - platform is Gentoo Linux for ADM64
 - all servers (webservers and database) are fully UTF-8
 - webserver is Apache, RDBMS is Mysql Enterprise, MTA is Postix
 - RT version is 3.6.7
 - RT email input encoding is utf-8 iso-8859-1 us-ascii
 - Mysql version is 5.0.46 Enterprise
 - Mysql charset is binary
 - Apache version is 2.2.9
 - Apache default charset is UTF-8
 
 
 
 Can someone help us?
 
 
 
 -- 
 Luca Villani -  Dada.Net S.p.A.
 
 Tel: +39 055 20021517   Mobile: +39 335 8753086
 ICQ: 76272621   Skype: luca.villani
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Re: [rt-users] Remove AdminCc based on Custom Field Value

On Tue, Jul 21, 2009 at 06:11:50AM -0400, Mchugh, Sean wrote:
 I have a queue that records backup job status.  When a notification
 comes in for a successful job, I don't want to send out a Notify Admins
 email (Global Scrip #4);
 
 so, since I can determine a successful job based on the custom field
 NB_STATUS, which is transmitted
 in the body of the message, I would like to delete all AdminCc users.
 
 Here's what I have in my custom scrip:

I suspect you're running into a problem distinguishing AdminCcs on the
Queue level vs the Ticket level.

Instead of trying to remove the AdminCcs, I'd put a User Defined
condition on the default On Create Notify AdminCc that returns false
if your CF is set, just make sure the CF gets set first and you may
need to make some of the Scrips be TransactionBatch (see the config
file)

-kevin

 
 my $nbstatus = $self-TicketObj-FirstCustomFieldValue('NB_STATUS');
 if ($nbstatus == 0) { 
   my $admincc = $self-TicketObj-AdminCcAddresses;
   my @watchers = split /\,/,$admincc;
   $RT::Logger-warning(Scrip 12 found watchers:
 $admincc);
   foreach my $watcher (@watchers) {
  my ($st, $msg) =
 $self-TicketObj-DeleteWatcher(Type='AdminCc',Email=$watcher);
   }
   $self-TicketObj-SetStatus('resolved');

 }
 
 
 The ticket status is set correctly, but I can't seem to get any of the
 'Watcher' related code to work;
 
 1.) AdminCcAddresses returns nothing
 2.) This custom scrip's description starts with a 00 and is set for
 TransactionBatch, as is Scrip #4; and
 I can see in the ticket history, that my custom scrip is executing
 before the Notify Admins scrip
 3.) The AdminCc is set on the Queue that this custom scrip executes on
 and points to a group.
 
 Any help would be greatly appreciated :)
 
 
 
 
 
 Sean McHugh
 VP, Dir. of Global Services
 Grey Group
 p. 212-546-1926
 m. smch...@grey.com
 c. 917-916-8644
 
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Re: [rt-users] Scrip Regarding Escalation Of Ticket To Higher Queue

On Tue, Jul 21, 2009 at 04:16:36PM +0530, Varun wrote:
 
I want one functionality like whenever any ticket from my one queue (i.e 
 24online level 2) is
escalated to higher queue ( QAFED ) mail should be fired to admin CC's of 
 QAFED queue that
ticket has been escalated to their queue. We have 24 queues in all but I 
 want functionality
only for this two queues. Can any one suggest me how I can write scrip for 
 it and if possible
please provide me script with template of mail. I am a bit new in RT so I 
 am not much aware of
writing custom scrip or scrip.

You want to use the On Queue Change and the Notify AdminCc action
Set it up at the Queue level on the queue tickets will be moving into.

-kevin
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[rt-users] Take/Steal Column

2009-07-23 Thread David

Hello,

I've just installed RT 3.8.4 and I see that it seems to lack a feature
that existed in the past.

In search options, there used to be a column that could be added, if I
remember correctly, it was called Take/Steal. Now, well, it's not
there anymore.

This column would show, in search results, a Take button if the
owner was nobody or a Steal button if the ticket was assigned.

Is this feature gone ? It was handy for the tasks I need to have done.
I'd like to have it back.

Do note that this may have been removed a long time ago, I think the
last time I used RT it was under a 3.6.x release.

Thanks,
David
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[rt-users] Select distinct from the Users table

2009-07-23 Thread Raed El-Hames

Hi;

RT-3.6.3 mysql mod_perl2

What is the best way to do select distinct(Organization) from Users 
Order by Organization using the API

As far as I understand it $RT::Handle-FetchResult returns the first 
value and one can only use FromSQL with the tickets table.Is there any 
other hidden methods there I need to fish out.
I would use RT::Users and Limit if there is a quick way to do distinct 
org, I have  1 million rows in the users table and I am not too keen on 
grabbing all rows and then sort for distinct.

Any help or pointers will be greatly appreciated.

Thanks;

Roy


 

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Re: [rt-users] Commands by Email

The extension works rather well once you get past the caveats of the
formatting. With regard to the slimness of the documentation, it
doesn't mention those 'simple rules', which forced me to comb through
the code (which is rather clean) to determine the proper formatting
which led to the discovery that outlook has a tendency to insert blank
lines when the MIME conversion happens.

Also, the section describing how it applies to custom fields is fairly
vague. Are the curly braces required (is that what is meant by The
curly braces are literal) for custom field declaration? Would a
correct example be CustomField.{Severity}: Severity 2 - Multiple Users
Down? Does AddCustomField set the custom field, or would that be
CustomField? What, if any, is the difference between AddCustomField
and CustomField?

Specifically, I have been unable to get custom fields to be applied when
testing this extension. Everything else worked once I realized that my
mail program was getting blank lines inserted. :(

-Rich

On 07/22/2009 04:53 PM, Ruslan Zakirov wrote:

What's so slim in the doc?

http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Extension/CommandByMail.pm
http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/lib/RT/Interface/Email/Filter/TakeAction.pm#COMMANDS_commands_below

Simple rules: no html, no empty lines, commands like headers, but in body.

On Wed, Jul 22, 2009 at 11:14 PM, Rich Westrich.w...@wesmo.com wrote:

Way back in the day, when I was heavily involved in the development of
RT, there was a way to send commands in to RT to set some of the
metadata (queue, owner, status, etc).

Now that the place I am at is heavily entrenched in to RT 3.8.4 and our
separate front-end form submission system is nearing completion (it's on
an ASP server.. not by my choice, but it is what it is..), I'm looking
in to how to get the latest RT to do the same. I installed the
CommandsByMail extension, and it is parsing the email, but it isn't
parsing everything. In fact, it is only processing the Owner setting.

I get the feeling like I am missing syntax, ordering, or something, but
I am not getting a lot (any) of debugging out of it. Additionally, the
documentation is relatively slim.

Any pointers in the right direction are more than welcome. :)

Thanks!
-Rich
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[rt-users] RT permissions - is it possible to set up exclusions?

2009-07-23 Thread Justin Pratt

Is there a way to prevent a particular user from replying to tickets, 
despite the ReplyToTicket right being granted to Everyone?

Thanks,
Justin
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[rt-users] is it possible to specify an encoding in a template ?

2009-07-23 Thread David

Hi,

I am running RT under UTF-8 but for specific templates (sent to
devices which do not properly read this encoding), I'd like to be able
to specify ISO-8859-1 as the encoding to be used for the email.

I've tried several ways to do this in the header portion of the
template (Where To: From: and Subject: are specified) such as
follows:
===
To: em...@domain.com
Subject: Email
Content-Type: text/plain; charset=iso-8859-1

çàêèéùôö
===

However, it seems that it does not go through as I would hope and come
outs pretty gibberish.

If I look at the headers of the email that is sent (from within RT),
it looks like this (non-relevant details cropped):
[...]
To: em...@domain.com
Content-Type: text/plain; charset=utf-8
Subject: [RQ #1234] test
From: RT r...@domain.com
Content-Transfer-Encoding: 8bit
X-RT-Original-Encoding: utf-8
[...]

If I look at the headers on the receiving end, it's the same thing.

This email is sent by a scrip that sends an email through the
SendEmailAction (http://wiki.bestpractical.com/view/SendEmailAction)

Any ideas ?
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Re: [rt-users] Commands by Email

Another question, though.. is there a way to strip out the email
commands from the content of the ticket as it shows up in Request Tracker?

-Rich

On 07/23/2009 10:56 AM, Rich West wrote:
The extension works rather well once you get past the caveats of the
formatting. With regard to the slimness of the documentation, it
doesn't mention those 'simple rules', which forced me to comb through
the code (which is rather clean) to determine the proper formatting
which led to the discovery that outlook has a tendency to insert blank
lines when the MIME conversion happens.

Also, the section describing how it applies to custom fields is fairly
vague. Are the curly braces required (is that what is meant by The
curly braces are literal) for custom field declaration? Would a
correct example be CustomField.{Severity}: Severity 2 - Multiple
Users Down? Does AddCustomField set the custom field, or would
that be CustomField? What, if any, is the difference between
AddCustomField and CustomField?

Specifically, I have been unable to get custom fields to be applied
when testing this extension. Everything else worked once I realized
that my mail program was getting blank lines inserted. :(

-Rich

On 07/22/2009 04:53 PM, Ruslan Zakirov wrote:

What's so slim in the doc?

Simple rules: no html, no empty lines, commands like headers, but in body.

On Wed, Jul 22, 2009 at 11:14 PM, Rich Westrich.w...@wesmo.com wrote:

Way back in the day, when I was heavily involved in the development of
RT, there was a way to send commands in to RT to set some of the
metadata (queue, owner, status, etc).

I get the feeling like I am missing syntax, ordering, or something, but
I am not getting a lot (any) of debugging out of it. Additionally, the
documentation is relatively slim.

Any pointers in the right direction are more than welcome. :)

Thanks!
-Rich

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Re: [rt-users] RT permissions - is it possible to set up exclusions?

2009-07-23 Thread Ken Crocker

Justin,

Don't grant it to everyone. Grant it to groups of Privileged users..

Kenn
LBNL

On 7/23/2009 8:00 AM, Justin Pratt wrote:
 Is there a way to prevent a particular user from replying to tickets, 
 despite the ReplyToTicket right being granted to Everyone?

 Thanks,
 Justin
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Re: [rt-users] RT interface for non-privileged users

2009-07-23 Thread Torsten Brumm

Hi RT,i'm not sure, so far i know not.

Pls. add all the time also the rt users llist.

torsten

2009/7/23 testwreq wreq testw...@gmail.com

 Hello Torsten,

 Is there a way the unprivileged users can view tickets without logging in?

 Rgds,
 rt

 On Thu, Jul 23, 2009 at 2:20 AM, Torsten Brumm 
 torsten.br...@googlemail.com wrote:

 For unprivileged users rt has a selfservice interface where unprivileged
 user will be redirected to after login. to create a login (password) for
 this users, have a look into the wiki and search for autogenerated password
 or similar, which you can add to the autoreply template. this will sent to
 each new user the password.

 for all already created users you can use the Password Reset RTx from BPS
 SVN (cant remember the correct name)

 Torsten

 2009/7/22 testwreq wreq testw...@gmail.com

   Hello RT experts:

 I want to allow our non-privileged users to be able to view their tickets
 using RT web interface. They do not have a password to the system. What
 changes should be made to accomplish this?

 We have new 3.8.4 setup on mysql db. Still trying to figure out a lot of
 things.

 Thanks,
 rq

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 --
 MFG

 Torsten Brumm

 http://www.brumm.me
 http://www.elektrofeld.de





-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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Re: [rt-users] Allow selfservice users to choose their own DUE DATE.

2009-07-23 Thread Michael Ellis

Thanks Kevin,

I guess what I'm asking, is how do I modify the SelfService interface to 
expose the Due field?

Mike

--
From: Kevin Falcone falc...@bestpractical.com
Sent: Thursday, July 23, 2009 9:22 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allow selfservice users to choose their own DUE 
DATE.

 On Thu, Jul 23, 2009 at 08:58:57AM -0500, Michael Ellis wrote:
I'm still looking for a way to due this. Any suggestions?

 Either modify the SelfService interface to expose the Due field or
 create a custom field and in a Scrip set the Due Date.

 -kevin


-Mike
From: [1]Michael Ellis
Sent: Monday, July 06, 2009 10:23 AM
To: [2]RT-USERS
Subject: [rt-users] Allow selfservice users to choose their own DUE 
 DATE.
I've got a queue set up for equipment booking requests. I'd like for 
 unprivileged users to be
able to use the duedate field to specify the day they want the 
 laptop/projector setup. I know
I could add a custom field, but can I present the baked-in duedate to 
 the unprivileged users
at the self service page?

If I have to use a custom field, is there a way to automagically use 
 that to set the real
duedate?

Thanks very much,

Mike Ellis


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 References

Visible links
1. michael_el...@umanitoba.ca
 mailto:michael_el...@umanitoba.ca
2. RT-Users@lists.bestpractical.com
 mailto:RT-Users@lists.bestpractical.com

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Re: [rt-users] Commands by Email

One item that should be documented is that this extension cannot handle
spaces in the custom field names. Spaces causes it to break. :(

-Rich

Also, the section describing how it applies to custom fields is fairly
vague. Are the curly braces required (is that what is meant by The
curly braces are literal) for custom field declaration? Would a
correct example be CustomField.{Severity}: Severity 2 - Multiple
Users Down? Does AddCustomField set the custom field, or would
that be CustomField? What, if any, is the difference between
AddCustomField and CustomField?

Specifically, I have been unable to get custom fields to be applied
when testing this extension. Everything else worked once I realized
that my mail program was getting blank lines inserted. :(

-Rich

On 07/22/2009 04:53 PM, Ruslan Zakirov wrote:

What's so slim in the doc?

Simple rules: no html, no empty lines, commands like headers, but in body.

On Wed, Jul 22, 2009 at 11:14 PM, Rich Westrich.w...@wesmo.com wrote:

Way back in the day, when I was heavily involved in the development of
RT, there was a way to send commands in to RT to set some of the
metadata (queue, owner, status, etc).

I get the feeling like I am missing syntax, ordering, or something, but
I am not getting a lot (any) of debugging out of it. Additionally, the
documentation is relatively slim.

Any pointers in the right direction are more than welcome. :)

Thanks!
-Rich

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[rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies

I've confirmed that this is a bug.   STANDALONE is defined as default  
1, but never disabled when modperl2 or anything else is checked.

On Jul 23, 2009, at 11:17 AM, Jo Rhett wrote:
 I'm not trying to run RT standalone, why does it refuse to install  
 due to missing standalone dependancies?

 SOME DEPENDENCIES WERE MISSING.
 STANDALONE missing dependencies:
HTTP::Server::Simple = 0.34...MISSING
HTTP::Server::Simple::Mason = 0.09...MISSING
 *** Error code 1

 My entire configure line is ./configure --with-db-type=mysql --with- 
 my-user-group --with-db-dba=root --with-db-database=rt --with-web- 
 handler=modperl2 --with-db-rt-user=rt --with-db-rt-pass=hereilie -- 
 prefix=/u/rtweb/rt38 --with-apachectl=/usr/local/sbin/apachectl

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


-- 
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and other randomness

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[rt-users] 3.8.4 won't install due to missing standalone dependancies?

I'm not trying to run RT standalone, why does it refuse to install due  
to missing standalone dependancies?

SOME DEPENDENCIES WERE MISSING.
STANDALONE missing dependencies:
 HTTP::Server::Simple = 0.34...MISSING
 HTTP::Server::Simple::Mason = 0.09...MISSING
*** Error code 1

My entire configure line is ./configure --with-db-type=mysql --with-my- 
user-group --with-db-dba=root --with-db-database=rt --with-web- 
handler=modperl2 --with-db-rt-user=rt --with-db-rt-pass=hereilie -- 
prefix=/u/rtweb/rt38 --with-apachectl=/usr/local/sbin/apachectl

-- 
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and other randomness

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Re: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies




On Thu, Jul 23, 2009 at 11:22:19AM -0700, Jo Rhett wrote:
 I've confirmed that this is a bug.   STANDALONE is defined as default  
 1, but never disabled when modperl2 or anything else is checked.

We want it installed by default, as it's invaluable in debugging and
triage when your live, production RT is broken.

 
 On Jul 23, 2009, at 11:17 AM, Jo Rhett wrote:
  I'm not trying to run RT standalone, why does it refuse to install  
  due to missing standalone dependancies?
 
  SOME DEPENDENCIES WERE MISSING.
  STANDALONE missing dependencies:
 HTTP::Server::Simple = 0.34...MISSING
 HTTP::Server::Simple::Mason = 0.09...MISSING
  *** Error code 1
 
  My entire configure line is ./configure --with-db-type=mysql --with- 
  my-user-group --with-db-dba=root --with-db-database=rt --with-web- 
  handler=modperl2 --with-db-rt-user=rt --with-db-rt-pass=hereilie -- 
  prefix=/u/rtweb/rt38 --with-apachectl=/usr/local/sbin/apachectl
 
  -- 
  Jo Rhett
  Net Consonance : consonant endings by net philanthropy, open source  
  and other randomness
 
 
 -- 
 Jo Rhett
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 and other randomness
 
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[rt-users] PATCH: RT.pm.in for MasonComponentRoot

So I just setup 3.8.4 as an install from source in its own directory  
instead of using the FreeBSD port.

When I got done, I got a 404 error that wouldn't go away.  RT log  
indicated
[Thu Jul 23 19:57:45 2009] [warning]: [Mason] Cannot resolve file to  
component: /u/rtweb/rt38/share/html/index.html (is file outside  
component root?) at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ 
ApacheHandler.pm line 852. (/usr/local/lib/perl5/site_perl/5.8.8/HTML/ 
Mason/ApacheHandler.pm:852)

As it turns out, the problem was in lib/RT.pm.  It doesn't seem to  
work okay with relative paths.

--- RT.pm_orig  2009-07-23 13:12:45.0 -0700
+++ RT.pm   2009-07-23 13:02:02.0 -0700
@@ -75,7 +75,8 @@

  # $MasonComponentRoot is where your rt instance keeps its mason html  
files

-our $MasonComponentRoot = 'share/html';
+our $MasonComponentRoot = '/u/rtweb/rt38/share/html';

  # $MasonLocalComponentRoot is where your rt instance keeps its site- 
local
  # mason html files.

The fix for the source tree would be:

--- lib/RT.pm.in_orig   2009-07-23 13:18:30.0 -0700
+++ lib/RT.pm.in2009-07-23 13:19:35.0 -0700
@@ -75,7 +75,7 @@

  # $MasonComponentRoot is where your rt instance keeps its mason html  
files

-our $MasonComponentRoot = '@MASON_HTML_PATH@';
+our $MasonComponentRoot = '@RT_PATH@/@MASON_HTML_PATH@';

  # $MasonLocalComponentRoot is where your rt instance keeps its site- 
local
  # mason html files.

-- 
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and other randomness
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[rt-users] RT for Project Management

2009-07-23 Thread Bryan Ellinger

All,

I would like to get started using RT for PM of a hardware, software integration 
project. There has been talk on this list about
using RT for project management. However, I have not read much about how others 
are doing it.
For instance, what is the most sensible way to set up queues? It seems like it 
might be good to give each group, e.g. SW
engineering, HW engineering, Applications Engineering etc., their own queue. 
But how would one determine which tickets belong to
which of many possible projects? Should each project have it's own queue 
instead?
Anyone care to share how they apply RT to their general PM processes? It would 
be a big help to me.

Sincerely,
Bryan

Bryan D. Ellinger ellin...@adi.com
Applications Engineer
Applied Dynamics International
3800 Stone School Road
Ann Arbor, MI 48108
734.973.1300 ext. 289
734.668.0012 Fax
http://www.adi.com, mailto:supp...@adi.com




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Re: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies

On Jul 23, 2009, at 11:48 AM, Jesse Vincent wrote:
 On Thu, Jul 23, 2009 at 11:22:19AM -0700, Jo Rhett wrote:
 I've confirmed that this is a bug.   STANDALONE is defined as default
 1, but never disabled when modperl2 or anything else is checked.

 We want it installed by default, as it's invaluable in debugging and
 triage when your live, production RT is broken

Doesn't RT doesn't have enough perl module bloat?

And okay, I'll accept that answer if there was any documentation  
explaining both how this helps, and how to use it ourselves...

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

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[rt-users] PATH: shredder deletes users with valid messages

This patch was cribbed from somewhere else and improved, but it's  
still not integrated into 3.8.4.Can we get this into 3.8.5 please?

--- lib/RT/Shredder/Plugin/Users.pm_orig2009-07-23  
13:29:58.0 -0700
+++ lib/RT/Shredder/Plugin/Users.pm 2009-07-23 13:31:26.0  
-0700
@@ -165,7 +165,7 @@
  );
  }

-if( $self-{'opt'}{'no_tickets'} ) {
+if( exists( $self-{'opt'}{'no_tickets'} ) ) {
  return $self-FilterWithoutTickets(
  Shredder = $args{'Shredder'},
  Objects  = $objs,
@@ -219,7 +219,8 @@
  sub _WithoutTickets {
  my ($self, $user) = @_;
  my $tickets = RT::Tickets-new( $RT::SystemUser );
-$tickets-FromSQL( 'Watcher.id = '. $user-id );
+$tickets-{'allow_deleted_search'} = 1;
+$tickets-FromSQL( 'Watcher.id = '. $user-id . ' OR Creator.id =  
'. $user-id );
  # HACK: we may use Count method which counts all records
  # that match condtion, but we really want to know only that
  # at least one record exist, so we fetch first row only

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

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Re: [rt-users] RT for Project Management

2009-07-23 Thread William Graboyes

Bryan,

I've one acronym for you ITIL.  It works for supporting huge dotcoms, all
the way to small projects.  Typically you want queues that pertain to the
type of project that is being managed, you can spawn child tickets from
parent tickets for use if sending to different groups.  etc...  Google
ITIL... you may thank me for it.

Thanks,

Bill Graboyes

On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger ellin...@adi.com wrote:

 All,

 I would like to get started using RT for PM of a hardware, software
 integration project. There has been talk on this list about
 using RT for project management. However, I have not read much about how
 others are doing it.
 For instance, what is the most sensible way to set up queues? It seems like
 it might be good to give each group, e.g. SW
 engineering, HW engineering, Applications Engineering etc., their own
 queue. But how would one determine which tickets belong to
 which of many possible projects? Should each project have it's own queue
 instead?
 Anyone care to share how they apply RT to their general PM processes? It
 would be a big help to me.

 Sincerely,
 Bryan

 Bryan D. Ellinger ellin...@adi.com
 Applications Engineer
 Applied Dynamics International
 3800 Stone School Road
 Ann Arbor, MI 48108
 734.973.1300 ext. 289
 734.668.0012 Fax
 http://www.adi.com, mailto:supp...@adi.com




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-- 
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On Assignment At:
Toyota Motor Sales, USA, Inc.
Consumer Portal Delivery
Office: (310) 468-6754
Cell: (714) 515-8312
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Re: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies




 Doesn't RT doesn't have enough perl module bloat?
 
 And okay, I'll accept that answer if there was any documentation  
 explaining both how this helps, and how to use it ourselves...


You'd do better at engaging with developers if you were a little less
combative.
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Re: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies

On Jul 23, 2009, at 1:40 PM, Jesse Vincent wrote:
 And okay, I'll accept that answer if there was any documentation
 explaining both how this helps, and how to use it ourselves...

 You'd do better at engaging with developers if you were a little less
 combative.


I am trying to help.  But at the moment I mostly just lose hour after  
hour trying to figure out stuff that's in your brain, but not  
explained anywhere.   So every time I sit down to work on RT problems,  
I end up exhausted and having wasted the time I could have spent doing  
something useful.

Thanks for the great work so far, but please document this stuff so  
that we can help.

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

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[rt-users] Auto-open Resolved Ticket

2009-07-23 Thread rmp dmd

Hi,

IS there a functionality on RT that can do this?

- I resolved a ticket Subject: Windows Patches or Subject: get and renew
certificates
- I'll do it again after a month.
- RT will re-open this ticket after a month.

Thanks!
Roehl
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Re: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies




On Thu, Jul 23, 2009 at 01:46:23PM -0700, Jo Rhett wrote:
 Thanks for the great work so far, but please document this stuff so  
 that we can help.

We'd love to have more help with documentation. If you're up for
updating the wiki with new information, we're always happy to answer
questions.  

If you have a commercial need for me or folks who work with me to do
or document something for you, that can certainly be arranged.

Complaining about dependency bloat because you don't understand a
feature is very, very offputting. If you read the Installation or
Development Topics sections of RT Essentials, you'll certainly see a bit
about how you might use the standalone webserver.
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Re: [rt-users] PATCH: RT.pm.in for MasonComponentRoot




On Thu, Jul 23, 2009 at 01:21:46PM -0700, Jo Rhett wrote:
 So I just setup 3.8.4 as an install from source in its own directory  
 instead of using the FreeBSD port.
 
 When I got done, I got a 404 error that wouldn't go away.  RT log  
 indicated
 [Thu Jul 23 19:57:45 2009] [warning]: [Mason] Cannot resolve file to  
 component: /u/rtweb/rt38/share/html/index.html (is file outside  
 component root?) at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ 
 ApacheHandler.pm line 852. (/usr/local/lib/perl5/site_perl/5.8.8/HTML/ 
 Mason/ApacheHandler.pm:852)

Can you please send the ./configure invocation you used that generated
this error? I'm surprised I haven't run across this issue before.
 
 As it turns out, the problem was in lib/RT.pm.  It doesn't seem to  
 work okay with relative paths.
 
 --- RT.pm_orig  2009-07-23 13:12:45.0 -0700
 +++ RT.pm   2009-07-23 13:02:02.0 -0700
 @@ -75,7 +75,8 @@
 
   # $MasonComponentRoot is where your rt instance keeps its mason html  
 files
 
 -our $MasonComponentRoot = 'share/html';
 +our $MasonComponentRoot = '/u/rtweb/rt38/share/html';
 
   # $MasonLocalComponentRoot is where your rt instance keeps its site- 
 local
   # mason html files.
 
 The fix for the source tree would be:
 
 --- lib/RT.pm.in_orig   2009-07-23 13:18:30.0 -0700
 +++ lib/RT.pm.in2009-07-23 13:19:35.0 -0700
 @@ -75,7 +75,7 @@
 
   # $MasonComponentRoot is where your rt instance keeps its mason html  
 files
 
 -our $MasonComponentRoot = '@MASON_HTML_PATH@';
 +our $MasonComponentRoot = '@RT_PATH@/@MASON_HTML_PATH@';
 
   # $MasonLocalComponentRoot is where your rt instance keeps its site- 
 local
   # mason html files.
 
 -- 
 Jo Rhett
 Net Consonance : consonant endings by net philanthropy, open source  
 and other randomness
 ___
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 Commercial support: sa...@bestpractical.com
 
 
 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
 Buy a copy at http://rtbook.bestpractical.com
 

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[rt-users] Top N Tickets I Own - For all users

Is there a way to modify the default RT home page's display of the 
Top 'N' Tickets I Own for everyone?  We would like to have a custom 
field displayed there for everyone, including new people we add on as 
admins..

Thanks!
-Rich
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[rt-users] rt-shredder / Ignore Privileged Users

2009-07-23 Thread Tim Gustafson

Is there any way to have rt-shredder delete users that aren't associated with 
any tickets -and- aren't privileged?

Some of my privileged users might not be associated with a ticket at any given 
time, but I still don't want them deleted.

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
t...@soe.ucsc.edu
831-459-5354

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Re: [rt-users] RT for Project Management

2009-07-23 Thread Bryan Ellinger

 -Original Message-
 From: William Graboyes [mailto:william.grabo...@theportalgrp.com] 
 Sent: Thursday, July 23, 2009 4:36 PM
 To: ellin...@adi.com
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] RT for Project Management

 Bryan,

 I've one acronym for you ITIL.  It works for supporting huge 
 dotcoms, all the way to small projects.  Typically you want 
 queues that pertain to the type of project that is being 
 managed, you can spawn child tickets from parent tickets
 for use if sending to different groups.

Bill,

Thanks for your comments. Let's see if I get it.
You're suggesting:
Set up queues for different types of projects, e.g. expansions, PCI systems, 
VME systems, Large-scale systems. 
Set up groups for different business groups, e.g. Sales, Engineering, Field 
Service
The project manager create a top-level ticket, e.g. Build a PCI system for 
customer X
The project manager spawn children from that top-level ticket and assign 
owners, e.g. Specify IO -- owner: engineering, Unit test --
owner: manufacturing etc.
Yes?

I checked out ITIL, and it looks like something worth investigating, and 
possibly integrating with our ISO 9000 program. 

rt-users,

How does this compare to what you are doing?
What problems would crop up with this solution? 

Bryan

  etc...  Google ITIL... 
 you may thank me for it.for  
 Thanks,

 Bill Graboyes

 On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger 
 ellin...@adi.com wrote:

   All,

   I would like to get started using RT for PM of a 
 hardware, software integration project. There has been talk 
 on this list about
   using RT for project management. However, I have not 
 read much about how others are doing it.
   For instance, what is the most sensible way to set up 
 queues? It seems like it might be good to give each group, e.g. SW
   engineering, HW engineering, Applications Engineering 
 etc., their own queue. But how would one determine which 
 tickets belong to
   which of many possible projects? Should each project 
 have it's own queue instead?
   Anyone care to share how they apply RT to their general 
 PM processes? It would be a big help to me.

   Sincerely,
   Bryan

   Bryan D. Ellinger ellin...@adi.com
   Applications Engineer
   Applied Dynamics International
   3800 Stone School Road
   Ann Arbor, MI 48108
   734.973.1300 ext. 289
   734.668.0012 Fax
   http://www.adi.com, mailto:supp...@adi.com

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   Discover RT's hidden secrets with RT Essentials from 
 O'Reilly Media.
   Buy a copy at http://rtbook.bestpractical.com

 -- 
 Bill Graboyes
 On Assignment At: 
 Toyota Motor Sales, USA, Inc.
 Consumer Portal Delivery
 Office: (310) 468-6754
 Cell: (714) 515-8312

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Re: [rt-users] PATCH: RT.pm.in for MasonComponentRoot

On Jul 23, 2009, at 1:55 PM, Jesse Vincent wrote:
 Can you please send the ./configure invocation you used that generated
 this error? I'm surprised I haven't run across this issue before.

Simple enough:

./configure --prefix=/u/rtweb/rt38 --with-web-handler=modperl2 --with- 
my-user-group --with-db-type=mysql

 On Thu, Jul 23, 2009 at 01:21:46PM -0700, Jo Rhett wrote:
 So I just setup 3.8.4 as an install from source in its own directory
 instead of using the FreeBSD port.

 When I got done, I got a 404 error that wouldn't go away.  RT log
 indicated
 [Thu Jul 23 19:57:45 2009] [warning]: [Mason] Cannot resolve file to
 component: /u/rtweb/rt38/share/html/index.html (is file outside
 component root?) at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/
 ApacheHandler.pm line 852. (/usr/local/lib/perl5/site_perl/5.8.8/ 
 HTML/
 Mason/ApacheHandler.pm:852)


 As it turns out, the problem was in lib/RT.pm.  It doesn't seem to
 work okay with relative paths.

 --- RT.pm_orig  2009-07-23 13:12:45.0 -0700
 +++ RT.pm   2009-07-23 13:02:02.0 -0700
 @@ -75,7 +75,8 @@

  # $MasonComponentRoot is where your rt instance keeps its mason html
 files

 -our $MasonComponentRoot = 'share/html';
 +our $MasonComponentRoot = '/u/rtweb/rt38/share/html';

  # $MasonLocalComponentRoot is where your rt instance keeps its site-
 local
  # mason html files.

 The fix for the source tree would be:

 --- lib/RT.pm.in_orig   2009-07-23 13:18:30.0 -0700
 +++ lib/RT.pm.in2009-07-23 13:19:35.0 -0700
 @@ -75,7 +75,7 @@

  # $MasonComponentRoot is where your rt instance keeps its mason html
 files

 -our $MasonComponentRoot = '@MASON_HTML_PATH@';
 +our $MasonComponentRoot = '@RT_PATH@/@MASON_HTML_PATH@';

  # $MasonLocalComponentRoot is where your rt instance keeps its site-
 local
  # mason html files.

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

-- 
Jo Rhett
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and other randomness

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Re: [rt-users] RT for Project Management

2009-07-23 Thread Ken Crocker

Bryan,

RT (3.x ) is an issue tracking tool, not a Project Management tool. 
There are no built-in charts and reports for such, as RT lets you devise 
your own.
There are many Project Management (PM) and Portfolio Project Management 
(PPM) tools out there, they cost a bit of money to either use their 
system (SaaS/OnDemand) or to get their software installed in house. I 
believe Project.Net is open-source so they would be a good pick for a 
total PPM package. @Task is a good one (PPM), but it costs.
The PPM software available is also broken up by orientation (ie. IT PPM 
or Business PPM, etc.).
 I believe that RT 4.x is headed in that direction. Hopefully, it will 
be a good competitive product with Project.net  @TASK. From what I've 
seen of RT, I think it will.

However, using the RT version we have available, many things will need 
to be added by you. First, you need to have an idea of what your 
infrastructure will be. You need to have a WorkFlow process in place for 
Reviewing  approving a ticket initially, the development done for a 
ticket, and the QA aproval process.

This is important because all your work, new Queues, Groups, what work 
will be in what Queues, what groups have rights to what work/Queues, 
etc. will be based on that infrastructure/Workflow rules. The scrips you 
write, both for notifications and for added functionality (like 
pre-setting ticket owners based on a Custom Field value OR automatically 
changing the status of a ticket because a ticket was QA approvd, like 
resolving a ticket does) will all require consistency within that 
agreed-upon infrastructure. Even the names you give Queues and groups 
should have a consistency/convention that gives some structure to the 
whole thing.

Once this is done, you will be able to decide what Queues to create, 
groups of users, rights, what Custom Fields to create for which Queues 
and how they will be used for ticket processing.

The Parent/Child/DependsOn Links that RT allows will easily fit into a 
simple Query, but trying to get all the due dates of each 
Parent/Child/DependsOn relationship will require a bit more complicated 
SQL than you will get with RT Query.

So, until you have the infrastructure and workflow processes and naming 
conventions worked out, it would be hard suggest what you asked for.

I hope I didn't go too far in answering your question.;-).

Kenn
LBNL

On 7/23/2009 12:00 PM, Bryan Ellinger wrote:
 All,

 I would like to get started using RT for PM of a hardware, software 
 integration project. There has been talk on this list about
 using RT for project management. However, I have not read much about how 
 others are doing it.
 For instance, what is the most sensible way to set up queues? It seems like 
 it might be good to give each group, e.g. SW
 engineering, HW engineering, Applications Engineering etc., their own queue. 
 But how would one determine which tickets belong to
 which of many possible projects? Should each project have it's own queue 
 instead?
 Anyone care to share how they apply RT to their general PM processes? It 
 would be a big help to me.

 Sincerely,
 Bryan

 Bryan D. Ellinger ellin...@adi.com
 Applications Engineer
 Applied Dynamics International
 3800 Stone School Road
 Ann Arbor, MI 48108
 734.973.1300 ext. 289
 734.668.0012 Fax
 http://www.adi.com, mailto:supp...@adi.com




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 Buy a copy at http://rtbook.bestpractical.com

   
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Re: [rt-users] RT for Project Management

2009-07-23 Thread Robert Nesius

Just a word of warning - I have seen ITIL Gone Wrong, and I'm not sure
I've seen a bigger train wreck in my life than the implementation of ITIL at
my former employer.  ITIL isn't bad.  Nor is it a silver bullet.  It's a
process model for running an IT organization within a business.

Regards.

-Rob


On Thu, Jul 23, 2009 at 3:36 PM, William Graboyes 
william.grabo...@theportalgrp.com wrote:

 Bryan,

 I've one acronym for you ITIL.  It works for supporting huge dotcoms, all
 the way to small projects.  Typically you want queues that pertain to the
 type of project that is being managed, you can spawn child tickets from
 parent tickets for use if sending to different groups.  etc...  Google
 ITIL... you may thank me for it.

 Thanks,

 Bill Graboyes


 On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger ellin...@adi.com wrote:

 All,

 I would like to get started using RT for PM of a hardware, software
 integration project. There has been talk on this list about
 using RT for project management. However, I have not read much about how
 others are doing it.
 For instance, what is the most sensible way to set up queues? It seems
 like it might be good to give each group, e.g. SW
 engineering, HW engineering, Applications Engineering etc., their own
 queue. But how would one determine which tickets belong to
 which of many possible projects? Should each project have it's own queue
 instead?
 Anyone care to share how they apply RT to their general PM processes? It
 would be a big help to me.

 Sincerely,
 Bryan

 Bryan D. Ellinger ellin...@adi.com
 Applications Engineer
 Applied Dynamics International
 3800 Stone School Road
 Ann Arbor, MI 48108
 734.973.1300 ext. 289
 734.668.0012 Fax
 http://www.adi.com, mailto:supp...@adi.com




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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com




 --
 Bill Graboyes
 On Assignment At:
 Toyota Motor Sales, USA, Inc.
 Consumer Portal Delivery
 Office: (310) 468-6754
 Cell: (714) 515-8312

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[rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4

RT-Extension-ToggleSuperUser is broken in 3.8.4 because the personal  
toolbar moved from html/Elements/Header to html/Elements/ 
PersonalQuickbar.

Well not really a patch, but the fix is to rename local/plugins/RT- 
Extension-ToggleSuperUser/html/Callbacks/ToggleSuperUser/Elements/ 
Header to local/plugins/RT-Extension-ToggleSuperUser/html/Callbacks/ 
ToggleSuperUser/Elements/PersonalQuickbar

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

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Re: [rt-users] rt-shredder / Ignore Privileged Users

There is no such option at this moment except exteding Users plugin of
the shredder.

On Fri, Jul 24, 2009 at 1:18 AM, Tim Gustafsont...@soe.ucsc.edu wrote:
 Is there any way to have rt-shredder delete users that aren't associated with 
 any tickets -and- aren't privileged?

 Some of my privileged users might not be associated with a ticket at any 
 given time, but I still don't want them deleted.

 Tim Gustafson
 Baskin School of Engineering
 UC Santa Cruz
 t...@soe.ucsc.edu
 831-459-5354

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Re: [rt-users] Top N Tickets I Own - For all users

Click edit then click link edit this search globaly.

On Fri, Jul 24, 2009 at 1:06 AM, Rich Westrich.w...@wesmo.com wrote:
 Is there a way to modify the default RT home page's display of the
 Top 'N' Tickets I Own for everyone?  We would like to have a custom
 field displayed there for everyone, including new people we add on as
 admins..

 Thanks!
 -Rich
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Re: [rt-users] rt-shredder / Ignore Privileged Users

2009-07-23 Thread Jerrad Pierce

 We're auto-deleting tickets after 5 years of inactivity, but it seems that in 
 the current implementation, auto-created SPAM users can never be 
 automatically deleted.
Unless the shredder could kill the user along with the ticket when
it's the only ticket that user has ever made;
and ideally also when the user is unprivileged/auto-created.

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Re: [rt-users] PATH: shredder deletes users with valid messages

2009-07-23 Thread gordon

Demanding work be done by developers who kindly (ie for free) maintain 
open source software, in my opinion, borders on being plain rude.
You are free to patch your own version of RT, or find alternative 
software which falls more in line with your expectations for ongoing 
development. The excuse of being tired and emotional only carries weight 
for so long.

Gordon

Jo Rhett wrote:
 See my reply.   The part of the patch which you refused because it was  
 well documented breaks RT.  Not fixing that isn't something you can  
 simply document -- RT falls over.  Searches break.  Pulling up  
 tickets break.  Pulling reports on users work on tickets break.   You  
 can't simply document this behavior, it's a must-fix issue.


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Re: [rt-users] rt-shredder / Ignore Privileged Users

2009-07-23 Thread Tim Gustafson

 There is no such option at this moment except extending
 Users plugin of the shredder.

Is there a suggestion box for new features?  This seems like a pretty glaring 
oversight.  Surely mine can't be the only organization with privileged users 
who aren't always attached to tickets.

I have about 30 privileged users, and maybe 500 other unprivileged actual users 
that have requests in the system, and a total of 4,130 records in my Users 
table.  Probably 3,000 of them are users that were auto-created when RT 
received SPAM.

We're auto-deleting tickets after 5 years of inactivity, but it seems that in 
the current implementation, auto-created SPAM users can never be automatically 
deleted.

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
t...@soe.ucsc.edu
831-459-5354
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Re: [rt-users] PATH: shredder deletes users with valid messages

See comments in the ticket you created.

On Fri, Jul 24, 2009 at 12:33 AM, Jo Rhettjrh...@netconsonance.com wrote:
 This patch was cribbed from somewhere else and improved, but it's
 still not integrated into 3.8.4.    Can we get this into 3.8.5 please?

 --- lib/RT/Shredder/Plugin/Users.pm_orig        2009-07-23
 13:29:58.0 -0700
 +++ lib/RT/Shredder/Plugin/Users.pm     2009-07-23 13:31:26.0
 -0700
 @@ -165,7 +165,7 @@
                  );
      }

 -    if( $self-{'opt'}{'no_tickets'} ) {
 +    if( exists( $self-{'opt'}{'no_tickets'} ) ) {
          return $self-FilterWithoutTickets(
              Shredder = $args{'Shredder'},
              Objects  = $objs,
 @@ -219,7 +219,8 @@
  sub _WithoutTickets {
      my ($self, $user) = @_;
      my $tickets = RT::Tickets-new( $RT::SystemUser );
 -    $tickets-FromSQL( 'Watcher.id = '. $user-id );
 +    $tickets-{'allow_deleted_search'} = 1;
 +    $tickets-FromSQL( 'Watcher.id = '. $user-id . ' OR Creator.id =
 '. $user-id );
      # HACK: we may use Count method which counts all records
      # that match condtion, but we really want to know only that
      # at least one record exist, so we fetch first row only

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Re: [rt-users] PATH: shredder deletes users with valid messages

Jo,

Let me give you simple advice. Don't attack developers, please.
Instead of proving that you're right, you started arguing and using
must word. Nobody in this community owes you anything. You didn't make
you case. Patches are not applied unless bug is obviouse, that's it.
In the ticket I proved that things work as expected and may be I'm
missing something, but you didn't describe problem. I even don't know
how you invoke shredder and I can not try every way.

We can continue arguing on the list or offline, but you brought enough
attention and at this point I do think it's better to stop it and
start discussing real problem in the ticket.

On Fri, Jul 24, 2009 at 4:13 AM, Jo Rhettjrh...@netconsonance.com wrote:
 See my reply.   The part of the patch which you refused because it was well
 documented breaks RT.  Not fixing that isn't something you can simply
 document -- RT falls over.  Searches break.  Pulling up tickets break.
  Pulling reports on users work on tickets break.   You can't simply
 document this behavior, it's a must-fix issue.

 On Jul 23, 2009, at 3:58 PM, Ruslan Zakirov wrote:

 See comments in the ticket you created.

 On Fri, Jul 24, 2009 at 12:33 AM, Jo Rhettjrh...@netconsonance.com
 wrote:

 This patch was cribbed from somewhere else and improved, but it's
 still not integrated into 3.8.4.    Can we get this into 3.8.5 please?

 --- lib/RT/Shredder/Plugin/Users.pm_orig        2009-07-23
 13:29:58.0 -0700
 +++ lib/RT/Shredder/Plugin/Users.pm     2009-07-23 13:31:26.0
 -0700
 @@ -165,7 +165,7 @@
                 );
     }

 -    if( $self-{'opt'}{'no_tickets'} ) {
 +    if( exists( $self-{'opt'}{'no_tickets'} ) ) {
         return $self-FilterWithoutTickets(
             Shredder = $args{'Shredder'},
             Objects  = $objs,
 @@ -219,7 +219,8 @@
  sub _WithoutTickets {
     my ($self, $user) = @_;
     my $tickets = RT::Tickets-new( $RT::SystemUser );
 -    $tickets-FromSQL( 'Watcher.id = '. $user-id );
 +    $tickets-{'allow_deleted_search'} = 1;
 +    $tickets-FromSQL( 'Watcher.id = '. $user-id . ' OR Creator.id =
 '. $user-id );
     # HACK: we may use Count method which counts all records
     # that match condtion, but we really want to know only that
     # at least one record exist, so we fetch first row only

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

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 --
 Best regards, Ruslan.

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





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Re: [rt-users] rt-shredder / Ignore Privileged Users