Re: [rt-users] RT 3.6.6 - Ticket could not be created due to an internal error
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) ___ 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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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 interface for non-privileged users
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 ___ 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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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] Database Initialization Error 2 - but testdeps successful
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 /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. BEGIN failed--compilation aborted at /home/user/rt-3.8.4/sbin/../lib/RT/Tickets.pm line 76. Compilation failed in require at /home/user/rt-3.8.4/sbin/../lib/RT.pm line 423. BEGIN failed--compilation aborted at sbin/rt-setup-database line 86.
Re: [rt-users] Database Initialization Error 2 - but testdeps successful
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
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?
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 ___ 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] Allow selfservice users to choose their own DUE DATE.
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 ___ 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] RT 3.6.6 - Ticket could not be created due to an internal error
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) ___ 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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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] 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 -- ___ 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 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 ___ 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] 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 ___ 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] 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 ___ 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] 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 ___ 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] Take/Steal Column
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 ___ 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] Select distinct from the Users table
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 ___ 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] 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT permissions - is it possible to set up exclusions?
Is there a way to prevent a particular user from replying to tickets, despite the ReplyToTicket right being granted to Everyone? Thanks, Justin ___ 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] is it possible to specify an encoding in a template ?
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 ? ___ 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] 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? 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 ___ 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 permissions - is it possible to set up exclusions?
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 ___ 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] RT interface for non-privileged users
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 ___ 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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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] Allow selfservice users to choose their own DUE DATE.
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 -- ___ 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 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 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? 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 ___ 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] 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] 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 Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 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. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 for Project Management
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 ___ 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] 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 ___ 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] 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 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. 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 ___ 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 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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] 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. ___ 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] 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 ___ 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] Auto-open Resolved Ticket
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 ___ 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] 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. ___ 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] 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 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 ___ 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-shredder / Ignore Privileged Users
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 ___ 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 for Project Management
-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 ___ 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 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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] 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 ___ 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 -- -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 for Project Management
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 ___ 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] RT for Project Management
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 ___ 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 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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-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 ___ 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] 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt-shredder / Ignore Privileged Users
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. -- 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] PATH: shredder deletes users with valid messages
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. ___ 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-shredder / Ignore Privileged Users
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 ___ 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] 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt-shredder / Ignore Privileged Users
You're right, see your pain. I think member_of option in the Users plugin can help with this issue. Try attached patch, documentation included. On Fri, Jul 24, 2009 at 3:24 AM, Tim Gustafsont...@soe.ucsc.edu wrote: 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 -- Best regards, Ruslan. RT-3.8.4-shredder_member_of_option_users_plugin.patch Description: Binary data ___ 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