[rt-users] RT 3.8.6 web page wont display after configuration on FreeBSD 8.0

[Pamela Pomary]

Hello,
I have installed rt3.8.6 with apache2-modperl2 on freebsd 8.0. I have
configured RT_SiteConfig.pm and /apache22/Includes/http-local.conf files
as directed by RT's wiki website
http://wiki.bestpractical.com/view/UserManual. I get the following message
when i want to launch the web page http://monitor.ug.edu.gh/rt/

You don't have permission to access /rt/ on this server.

I have included mod_perl in /apache22/Includes/http-local.conf

When i checked httpd-error.log, it said [Mon May 10 08:56:56 2010] [error]
[client 82.206.239.244] client denied by server configuration:
/usr/local/share/rt38/html/


Below is my RT_SiteConfig.pm and /apache22/Includes/http-local.conf
respectively:


Set( $rtname , "ug.edu.gh");
Set($Organization , "ug.edu.gh");
Set($MinimumPasswordLength , "5");
Set($Timezone , 'GMT');
Set($DatabaseType ,'mysql');
Set($DatabaseHost , 'localhost');
Set($DatabaseRTHost , 'localhost');
Set($DatabaseUser , 'root');
Set($DatabasePassword , '1234asdf');
Set($DatabaseName , 'mysql');
Set($DatabasePort , '');
Set($DatabaseRequireSSL , undef);
Set($UseSQLForACLChecks, 1);
Set($OwnerEmail , 'root');
Set($LoopsToRTOwner , 1);
Set($StoreLoops , undef);
Set($MaxAttachmentSize , 1000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);
Set($ParseNewMessageForTicketCcs , undef);
Set($RTAddressRegexp , '^moni...@ug.edu.gh$');
Set($CanonicalizeEmailAddressMatch , '@monitor\.ug.edu\.gh$');
Set($CanonicalizeEmailAddressReplace , '@ug.edu.gh');
Set($CanonicalizeOnCreate, 0);
Set($SenderMustExitInExternalDatabase , undef);
Set($ValidateUserEmailAddress,undef);
Set($ExtractSubjectTagMatch, qr/\[.+? #\d+\]/);
Set($ExtraSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex}
   ? qr/\[(?{RT::EmailSubjectTagRegex}) #\d+\]/
   : qr/\[\Q$RT::rtname\E #\d+\]/));
Set($MailCommand , 'sendmailpipe');
Set($MailCommand , 'sendmailpipe');
Set($SendmailArguments , "-oi -t");
Set($SendmailBounceArguments , '-f "<>"');
Set($SendmailPath , "/usr/sbin/sendmail");
Set($SMTPServer, undef);
Set($SMTPFrom,undef);
Set($SMTPDebug, 0);
Set(@MailParams, ());
Set($CorrespondAddress , 'ppom...@ug.edu.gh');
Set($CommentAddress , 'ppom...@ug.edu.gh');
Set($DashboardAddress, 'ppom...@ug.edu.gh');
Set($UseFriendlyFromLine, 1);
Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
Set($WebPath, "/rt");
Set($WebBaseURL , "http://monitor.ug.edu.gh";);
Set($WebURL , $WebBaseURL . $WebPath . "/");


   
   AllowOverride None
   order allow,deny
   Allow from all
 
Alias /rt/ /usr/local/share/rt38/html/

Counting on your help to complete my RT setup soon.

Thank You.


-- 
Pamela Pomary
ICT Assistant (Network Administration)
ICT Directorate
University of Ghana
Tel:+233 244 994 020
g-mail:ppom...@gmail.com
yahoo-mail: mawua2...@yahoo.com
skype:ppomary













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[rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

[Razvan Cosma]

 Hi all,
Just did a ./configure && make upgrade, and while there were no errors and
all dependencies seem to be in place, httpd won't start anymore (running on
centos with mod_perl), complaining about
[error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in @INC
This looks like a typo in some file or scrip, but I have done a grep in the
webroot, and deleted all my scrips from mysql - it wasn't there
There's no file name in the error, only
at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line
1.\n
Any hints on where this eval happens?
Thank you very much

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Re: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

[Razvan Cosma]

Hi - just did (dir var/mason_data/obj), same error..


> On Mon, May 10, 2010 at 1:43 PM, Steve Anderson <
> steve.ander...@bipsolutions.com> wrote:
>
>>  Did you do the step of wiping out the Mason cache?
>>
>>
>>
>> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
>> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Razvan Cosma
>> *Sent:* 10 May 2010 11:35 AM
>> *To:* rt-users@lists.bestpractical.com
>> *Subject:* [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
>>
>>
>>
>>  Hi all,
>> Just did a ./configure && make upgrade, and while there were no errors and
>> all dependencies seem to be in place, httpd won't start anymore (running on
>> centos with mod_perl), complaining about
>> [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in
>> @INC
>> This looks like a typo in some file or scrip, but I have done a grep in
>> the webroot, and deleted all my scrips from mysql - it wasn't there
>> There's no file name in the error, only
>> at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line
>> 1.\n
>> Any hints on where this eval happens?
>> Thank you very much
>>
>>
>>  --
>>
>> This email has been scanned by Netintelligence
>> http://www.netintelligence.com/email
>>  --
>>
>> --
>> BiP Solutions Limited is a company registered in Scotland with Company
>> Number SC086146 and VAT number 383030966 and having its registered
>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>
>>
>> 
>> This e-mail (and any attachment) is intended only for the attention of
>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>> is not permitted. If you are not the intended recipient, please destroy
>> all copies and inform the sender by return e-mail.
>> This e-mail (whether you are the sender or the recipient) may be
>> monitored, recorded and retained by BiP Solutions Ltd.
>> E-mail monitoring/ blocking software may be used, and e-mail content may
>> be read at any time.You have a responsibility to ensure laws are not
>> broken when composing or forwarding e-mails and their contents.
>>
>> 
>>
>
>

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Re: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

[Steve Anderson]

Did you do the step of wiping out the Mason cache?

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Razvan Cosma
Sent: 10 May 2010 11:35 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

 Hi all,
Just did a ./configure && make upgrade, and while there were no errors and all 
dependencies seem to be in place, httpd won't start anymore (running on centos 
with mod_perl), complaining about
[error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in @INC
This looks like a typo in some file or scrip, but I have done a grep in the 
webroot, and deleted all my scrips from mysql - it wasn't there
There's no file name in the error, only
at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n
Any hints on where this eval happens?
Thank you very much


This email has been scanned by Netintelligence
http://www.netintelligence.com/email



BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.


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

[rt-users] RT & mysql / LDAP Auth

[Julian Grunnell]

Hi - hoping someone can help me, I'm trying to get the
RT::Authen::ExternalAuth plugin to work so I can use LDAP for
authentication. Just using mysql at the moment, so want to keep this as
well. Running RT 3.8.5 on Centos, I'd like mysql auth first and then
LDAP next. I've managed to configure this without any errors and my
mysql authentication still works after a httpd restart. However LDAP
auth never works, I'm not that familiar with LDAP so am hoping if I
provide my config and rt.log below someone might be able to point me in
the right direction:

 

 



# AN EXAMPLE LDAP SERVICE

'My_LDAP'   =>  {   ## GENERIC
SECTION

# The type of
service (db/ldap/cookie)

'type'
=>  'ldap',

# The server
hosting the service

'server'
=>  '172.17.2.1',

##
SERVICE-SPECIFIC SECTION

# If you can
bind to your LDAP server anonymously you should

# remove the
user and pass config lines, otherwise specify them here:

#

# The username
RT should use to connect to the LDAP server

'user'
=>  'ldap-rt',

# The password
RT should use to connect to the LDAP server

'pass'
=>  'x',

#

# The LDAP
search base

'base'
=>  'ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com',

#

# ALL FILTERS
MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!

# YOU **MUST**
SPECIFY A filter AND A d_filter!!

#

# The filter to
use to match RT-Users

'filter'
=>  '(objectClass=User)',

# A catch-all
example filter: '(objectClass=*)'

#

# The filter
that will only match disabled users

'd_filter'
=>  '(objectClass=FooBarBaz)',

# A catch-none
example d_filter: '(objectClass=FooBarBaz)'

#

# Should we try
to use TLS to encrypt connections?

'tls'
=>  0,

# SSL Version to
provide to Net::SSLeay *if* using SSL

'ssl_version'
=>  3,

# What other
args should I pass to Net::LDAP->new($host,@args)?

'net_ldap_args'
=> [version =>  3   ],

# Does
authentication depend on group membership? What group name?

'group'
=>  'GROUP_NAME',

# What is the
attribute for the group object that determines membership?

'group_attr'
=>  'GROUP_ATTR',

## RT ATTRIBUTE
MATCHING SECTION

# The list of RT
attributes that uniquely identify a user

# This example
shows what you *can* specify.. I recommend reducing this

# to just the
Name and EmailAddress to save encountering problems later.

 
'attr_match_list'   => ['Name',

 
'EmailAddress',

 
'RealName',

 
'WorkPhone',

 
'Address2'

 
],

# The mapping of
RT attributes on to LDAP attributes

'attr_map'
=>  {   'Name' => 'sAMAccountName',

 
'EmailAddress' => 'mail',

 
'Organization' => 'physic

Re: [rt-users] RT 3.8.6 web page wont display after configuration on FreeBSD 8.0

[Matthew Seaman]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 10/05/2010 10:56:01, Pamela Pomary wrote:

> 
>
>AllowOverride None
>order allow,deny
>Allow from all

^
This should work.  However, alternatively you could just use:

   Order Deny,Allow

(no 'Allow from ...' necessary, but it doesn't hurt if it is there) That
defaults to allowing anything, unless explicitly denied.  Make sure that
Apache has read access to /usr/local/share/rt38/html -- it should be
world readable in a standard installation from ports.  (Not writable
though -- everything under that location should be writable only by root.)

>  
> Alias /rt/ /usr/local/share/rt38/html/

Also, this is not sufficient configuration on its own to give you a
working RT setup.  You need to add something like the following:

PerlRequire /usr/local/bin/webmux.pl


SetHandler default


   SetHandler perl-script
   PerlHandler RT::Mason


Cheers,

Matthew

- -- 
Dr Matthew J Seaman MA, D.Phil.   7 Priory Courtyard
  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate
  Kent, CT11 9PW
-BEGIN PGP SIGNATURE-
Version: GnuPG/MacGPG2 v2.0.14 (Darwin)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

iEYEARECAAYFAkvn5swACgkQ8Mjk52CukIwpdACfSBPpwXCad2xrvBw0GTaXScnN
ppkAnAk5jLBt8GHuu3cmQ+QmmApxdGe7
=Ck9J
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Re: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

[Richard Pijnenburg]

I have the same issue.

Cleaned the mason cache and restarted apache, but same result.

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 
Changes and Incident Coordinator

WideXS  http://www.widexs.nl 
 
Tel +31 (0)20 7570780  Fax +31 (0)20 6116302
Zekeringstraat 43,1014 BV Amsterdam, NL

 

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Steve Anderson
Sent: Monday, May 10, 2010 12:43 PM
To: Razvan Cosma; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

 

Did you do the step of wiping out the Mason cache?

 

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Razvan Cosma
Sent: 10 May 2010 11:35 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

 

 Hi all,
Just did a ./configure && make upgrade, and while there were no errors and all 
dependencies seem to be in place, httpd won't start anymore (running on centos 
with mod_perl), complaining about
[error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in @INC
This looks like a typo in some file or scrip, but I have done a grep in the 
webroot, and deleted all my scrips from mysql - it wasn't there
There's no file name in the error, only
at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n
Any hints on where this eval happens?
Thank you very much

 



This email has been scanned by Netintelligence
http://www.netintelligence.com/email



 



BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.



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

Re: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

[Razvan Cosma]

OK, tried another trick now: created a RT/Action/.pm file that only does
print caller(); and it seems it's called from RT::ScripAction which leads to
the file ScripAction_Overlay.pm and at line 173
eval "require $type" || die "Require of $type failed@\n";
still digging..


> On Mon, May 10, 2010 at 2:17 PM, Richard Pijnenburg wrote:
>
>>  I have the same issue.
>>
>> Cleaned the mason cache and restarted apache, but same result.
>>
>>
>>
>> Met vriendelijke groet / With kind regards,
>>
>> Richard Pijnenburg
>> Changes and Incident Coordinator
>>
>> WideXS  http://www.widexs.nl
>> Tel +31 (0)20 7570780  Fax +31 (0)20 6116302
>> Zekeringstraat 43,1014 BV Amsterdam, NL
>>
>>
>>
>> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
>> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Steve Anderson
>> *Sent:* Monday, May 10, 2010 12:43 PM
>> *To:* Razvan Cosma; rt-users@lists.bestpractical.com
>> *Subject:* Re: [rt-users] RT::Action not found after upgrade 3.8.2 ->
>> 3.8.8
>>
>>
>>
>> Did you do the step of wiping out the Mason cache?
>>
>>
>>
>> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
>> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Razvan Cosma
>> *Sent:* 10 May 2010 11:35 AM
>> *To:* rt-users@lists.bestpractical.com
>> *Subject:* [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
>>
>>
>>
>>  Hi all,
>> Just did a ./configure && make upgrade, and while there were no errors and
>> all dependencies seem to be in place, httpd won't start anymore (running on
>> centos with mod_perl), complaining about
>> [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in
>> @INC
>> This looks like a typo in some file or scrip, but I have done a grep in
>> the webroot, and deleted all my scrips from mysql - it wasn't there
>> There's no file name in the error, only
>> at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line
>> 1.\n
>> Any hints on where this eval happens?
>> Thank you very much
>>
>>
>>  --
>>
>> This email has been scanned by Netintelligence
>> http://www.netintelligence.com/email
>>  --
>>
>>
>>  --
>>
>> BiP Solutions Limited is a company registered in Scotland with Company
>> Number SC086146 and VAT number 383030966 and having its registered
>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>
>>
>> 
>> This e-mail (and any attachment) is intended only for the attention of
>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>> is not permitted. If you are not the intended recipient, please destroy
>> all copies and inform the sender by return e-mail.
>> This e-mail (whether you are the sender or the recipient) may be
>> monitored, recorded and retained by BiP Solutions Ltd.
>> E-mail monitoring/ blocking software may be used, and e-mail content may
>> be read at any time.You have a responsibility to ensure laws are not
>> broken when composing or forwarding e-mails and their contents.
>>
>> 
>>
>
>
>

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

Re: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

[Razvan Cosma]

Can't figure out the problem source, and I am in a hurry, so for now:
if(eval "require $type") {
$self->{'Action'}  = $type->new ( Argument => $self->Argument,
  CurrentUser => $self->CurrentUser,
  ScripActionObj => $self,
  ScripObj => $args{'ScripObj'},
  TemplateObj => $self->TemplateObj,
  TicketObj => $args{'TicketObj'},
  TransactionObj =>
$args{'TransactionObj'},
);
} else {
  warn "Require of $type failed@\n";
}
Then application seems to work fine otherwise.

On Mon, May 10, 2010 at 2:22 PM, Razvan Cosma wrote:

> OK, tried another trick now: created a RT/Action/.pm file that only does
> print caller(); and it seems it's called from RT::ScripAction which leads to
> the file ScripAction_Overlay.pm and at line 173
> eval "require $type" || die "Require of $type failed@\n";
> still digging..
>
>
>> On Mon, May 10, 2010 at 2:17 PM, Richard Pijnenburg wrote:
>>
>>>  I have the same issue.
>>>
>>> Cleaned the mason cache and restarted apache, but same result.
>>>
>>>
>>>
>>> Met vriendelijke groet / With kind regards,
>>>
>>> Richard Pijnenburg
>>> Changes and Incident Coordinator
>>>
>>> WideXS  http://www.widexs.nl
>>> Tel +31 (0)20 7570780  Fax +31 (0)20 6116302
>>> Zekeringstraat 43,1014 BV Amsterdam, NL
>>>
>>>
>>>
>>> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
>>> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Steve Anderson
>>> *Sent:* Monday, May 10, 2010 12:43 PM
>>> *To:* Razvan Cosma; rt-users@lists.bestpractical.com
>>> *Subject:* Re: [rt-users] RT::Action not found after upgrade 3.8.2 ->
>>> 3.8.8
>>>
>>>
>>>
>>> Did you do the step of wiping out the Mason cache?
>>>
>>>
>>>
>>> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
>>> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Razvan Cosma
>>> *Sent:* 10 May 2010 11:35 AM
>>> *To:* rt-users@lists.bestpractical.com
>>> *Subject:* [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
>>>
>>>
>>>
>>>  Hi all,
>>> Just did a ./configure && make upgrade, and while there were no errors
>>> and all dependencies seem to be in place, httpd won't start anymore (running
>>> on centos with mod_perl), complaining about
>>> [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in
>>> @INC
>>> This looks like a typo in some file or scrip, but I have done a grep in
>>> the webroot, and deleted all my scrips from mysql - it wasn't there
>>> There's no file name in the error, only
>>> at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line
>>> 1.\n
>>> Any hints on where this eval happens?
>>> Thank you very much
>>>
>>>
>>>  --
>>>
>>> This email has been scanned by Netintelligence
>>> http://www.netintelligence.com/email
>>>  --
>>>
>>>
>>>  --
>>>
>>> BiP Solutions Limited is a company registered in Scotland with Company
>>> Number SC086146 and VAT number 383030966 and having its registered
>>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>>
>>>
>>> 
>>> This e-mail (and any attachment) is intended only for the attention of
>>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>>> is not permitted. If you are not the intended recipient, please destroy
>>> all copies and inform the sender by return e-mail.
>>> This e-mail (whether you are the sender or the recipient) may be
>>> monitored, recorded and retained by BiP Solutions Ltd.
>>> E-mail monitoring/ blocking software may be used, and e-mail content may
>>> be read at any time.You have a responsibility to ensure laws are not
>>> broken when composing or forwarding e-mails and their contents.
>>>
>>> 
>>>
>>
>>
>>
>

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

Re: [rt-users] RT & mysql / LDAP Auth

[Mike Peachey]

Julian Grunnell wrote:
> Hi – hoping someone can help me, I’m trying to get the
> RT::Authen::ExternalAuth plugin to work so I can use LDAP for
> authentication. Just using mysql at the moment, so want to keep this as
> well. Running RT 3.8.5 on Centos, I’d like mysql auth first and then
> LDAP next. I’ve managed to configure this without any errors and my
> mysql authentication still works after a httpd restart. However LDAP
> auth never works, I’m not that familiar with LDAP so am hoping if I
> provide my config and rt.log below someone might be able to point me in
> the right direction:

Looks like the whole thing is dying during the MySQL check.

1. Provide the whole config
2. Are you sure you're supposed to be using ExternalAuth for MySQL auth?
Are you actually using it to check against an external MySQL source, or
are you trying to use MySQL to check RT's own database?

-- 
Kind Regards,

__

Mike Peachey, IT Systems Administrator
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__

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[rt-users] RealName instead of Name

[Milos . Barina]

Hi everyone,

after migrating to RT 3.8.7 from 3.6.3, users in drop-down fields  (e.g. 
QueryBuilder) are shown as RealName instead of Name.  This is considered an 
inconvenience by some people. 
Is there an administrative setting to change it back? If not, what would be the 
recommended way to change it back in the code?

Thank you in advance for any hint.

Milos

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[rt-users] Deleting queues

[Chris Hall]

Total n00b question here but, how does one "delete" a queue?  I don't see
the option anywhere.

I see that I can disable it but, it still shows for admin users.  I want to
just delete it completely.

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Re: [rt-users] Deleting queues

[Emmanuel Lacour]

On Mon, May 10, 2010 at 11:08:13AM -0400, Chris Hall wrote:
> Total n00b question here but, how does one "delete" a queue?  I don't see
> the option anywhere.
> 
> I see that I can disable it but, it still shows for admin users.  I want to
> just delete it completely.

You have to user shredder (Configuration->Tools->Shredder) to delete
objects (users, tickets, queues, ...) from rt DB.


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Re: [rt-users] shredder access

[Jerrad Pierce]

On Mon, May 10, 2010 at 02:28, ronald higgins  wrote:
> Good Morning Fellow RT Users.
>
> I'm very much new to the RT scene so apologies if this has come up before.
> 1 of our RT queues has +-300k false tickets (autoresponders, spam etc etc).
> The queue administrator would like access to remove those tickets via
> Shredder (built into RT).
>
> Now logged in as root i have the "shredder" option but not when logged
> in as a normal
> user. Is there a permission that I can set somewhere that will allow
> me to grant a specific
> user access to the Shredder function ?
SuperUser, but that gives them access to everything.

Shredding is not something that's really condoned, but is often a
necessary evil, so it is reserved for root; particularly given the way
shredding handles users separately :-/

You should setup filters to eliminate such things before they get to
RT, and create another queue for those that make it through to be
moved to. Root can then periodically process the backlog.

-- 
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[rt-users] Optimise database performance.

[H Manohar Rayker]

Hi,

 

Currently I'm running RT 3.8.4 on centos 5.3 and having 400 tickets. It
takes much longer time to open the tickets around 10-15 seconds.

 

How can I optimize it or the database?

 

Thanks

Manohar


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[rt-users] Upgrading from 3.8.4 to 3.8.8

[borngunners]

How do I upgrade RT from 3.8.4 to the current version without any issues?

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Re: [rt-users] Optimise database performance.

[Torsten Brumm]

You have 400 Tickets and you like to optimize the DB Performance?

Do you really have a DB Bottleneck or some other problems?

Some more information would be very helpful

Torsten

2010/5/10 H Manohar Rayker 

>  Hi,
>
>
>
> Currently I’m running RT 3.8.4 on centos 5.3 and having 400 tickets. It
> takes much longer time to open the tickets around 10-15 seconds.
>
>
>
> How can I optimize it or the database?
>
>
>
> Thanks
>
> Manohar
>
>
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>



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http://www.elektrofeld.de

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Re: [rt-users] Upgrading from 3.8.4 to 3.8.8

[Raed El-Hames]

Download the src from bestpractical, then read the README and UPGRADING docs
Is there anything in particular you are concerned with??

If its a busy production system I always recommend having a development 
version , upgrade that one first , test then test again , if everything 
ok then upgrade the live system.


Roy

borngunn...@aol.com wrote:



How do I upgrade RT from 3.8.4 to the current version without any issues?


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[rt-users] Non-Mandatory CF is being required

[Jeff Blaine]

RT 3.8.7

I must be misunderstanding something, because as I see it, it
appears that defining a validation regexp for a Custom Field
causes that Custom Field to be non-optional.

Name:Occurred Date
Applies to:  Tickets
Type:Enter multiple values
Validate:(?#-MM-DD)^\d\d\d\d-\d\d-\d\d$

Creating a new ticket via the web GUI is rejected with:

Occurred Date: Input must match [-MM-DD]

What am I doing wrong?  We don't want this field to be
required.  *IF* it is set to something, it must match
that regexp.




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[rt-users] what is the best way of changing FQDN while keeping the old?

[slamp slamp]

For example:

>From rt.domA.com to rt.domB.com.

>From supp...@doma.com to supp...@domb.com

During the transition, we would still like to support rt.domA.com via
a redirecto rt.domB.com (apache). And e-mail to supp...@doma.com go to
supp...@domb.com (sendmail).

Has anyone done this before?

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Re: [rt-users] Non-Mandatory CF is being required

[Eleanor J. Evans [Panix Staff]]

On Mon, May 10, 2010 at 02:15:36PM -0400, Jeff Blaine wrote:
> Name:Occurred Date
> Applies to:  Tickets
> Type:Enter multiple values
> Validate:(?#-MM-DD)^\d\d\d\d-\d\d-\d\d$

> Creating a new ticket via the web GUI is rejected with:
> Occurred Date: Input must match [-MM-DD]

It must match the regex, so include the optional within it:

(?#Digits)^[\d.]*$

instead of the provided

(?#Digits)^[\d.]+$

for example.

(?#-MM-DD)^(\d\d\d\d-\d\d-\d\d|)$


-- 
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Customer Support, (212) 741-4400

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[rt-users] "This is a brand new ticket" test in Scrip custom condition

[Jeff Blaine]

Probably an easy answer to this one.

I have a custom condition for a scrip which deals with a
custom field.  The condition and the rest of the code all works
great, except when the submitted ticket is *brand new*
(New ticket in --> queuename).

I would like to add to my custom condition logic to ensure
that this case is also addressed.

How does one query for "is this transaction creating a new
ticket?"

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Re: [rt-users] Non-Mandatory CF is being required

[Jeff Blaine]

Thanks Eleanor

Duh!

On 5/10/2010 2:23 PM, Eleanor J. Evans [Panix Staff] wrote:

On Mon, May 10, 2010 at 02:15:36PM -0400, Jeff Blaine wrote:

Name:Occurred Date
Applies to:  Tickets
Type:Enter multiple values
Validate:(?#-MM-DD)^\d\d\d\d-\d\d-\d\d$



Creating a new ticket via the web GUI is rejected with:
 Occurred Date: Input must match [-MM-DD]


It must match the regex, so include the optional within it:

(?#Digits)^[\d.]*$

instead of the provided

(?#Digits)^[\d.]+$

for example.

(?#-MM-DD)^(\d\d\d\d-\d\d-\d\d|)$




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Re: [rt-users] Realname always updated when accent in name

[Kevin Falcone]

On Tue, Apr 20, 2010 at 11:23:45AM +0200, Horst Kriegers wrote:
>Hello,
> 
>the RealName field is updated by each login only for users they name have 
> an accent in the
>LDAP.
>This makes the Users History very long and the Transaction table become 
> very big.
> 
>in Transactions table :
> 
>Field : RealName
>OldValue : FrA(c)dA(c)ric Lenoir
>NewValue : FrA(c)dA(c)ric Lenoir
> 
> 
>How can I correct this ?
> 
>Thanks.
>Horst
> 
> 
>RT 3.6.6

I'd be interested to know if this happens with
RT::Authen::ExternalAuth and a 3.8 release.

-kevin


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Re: [rt-users] RTFM how to get new artical

[Kevin Falcone]

On Tue, Apr 20, 2010 at 02:32:58AM -0700, Ian Pellew wrote:
> New install of RT_387 + RTFM_242
> The 'Create an artical in class...' does not give a screen that one can add 
> an artical.
> What have I missed?

You've read lib/RT/FM/Introduction.pod and created classes and custom
fields?

-kevin


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Re: [rt-users] Help with identifying which files to edit in RT 3.8.7 for Dashboard subsriber emails

[Kevin Falcone]

On Tue, Apr 20, 2010 at 10:17:52AM +0100, Simon Dray wrote:
>Hi
> 
>I have 3.8.7 RT, I use the Dashboard mechanism to send out reports to 
> subscribers on a daily
>basis, the majority of the subscribers use handheld devices (HTC). I would 
> like to be able to
>change the scripts so that the mail they receive does not have a blue 
> background or even
>better is plain text rather than html. Does anyone have any ideas as to 
> how I can achieve this

Making it plaintext is non-trivial and has been on one of our
developer's todo list for quite a while.

You're going to have to look at the rt-email-dashboards script which
does the actual HTML generation if you want to change things, but be
aware that it works by directly executing Dashboards/Render.html
through mason.

-kevin


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Re: [rt-users] Different authentication methods for different queues

[Kevin Falcone]

On Fri, Apr 16, 2010 at 05:17:58PM -0400, Andy Harrison wrote:
> On Wed, Apr 14, 2010 at 12:13 AM, Lev Lafayette  wrote:
> >
> > We have our rt web interface behind https requiring authentication through 
> > LDAP.
> >
> > However we have certain queues that would like to provide outsiders (that 
> > is, people outside our LDAP) to connect to, preferably with a more limited 
> > interface. Their authentication could be through something like .htpassword
> >
> > Has anyone tried anything like this?
> 
> If you're achieving your ldap auth via the apache module, it will be
> more difficult.  However, if you can use it, the
> RT::Authen::ExternalAuth module will allow you to set up multiple
> authentication sources.
> 
> http://wiki.bestpractical.com/view/ExternalAuth
> 
> I have it working using two ldap sources.

If you're using RT::Authen::ExternalAuth then you can just use
internal RT accounts and the SelfService UI and configure your rights
properly and you'll get the feature the original poster sounds like he
was looking for.

-kevin


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Re: [rt-users] RT & mysql / LDAP Auth

[james machado]

On Sun, May 9, 2010 at 3:12 AM, Julian Grunnell <
julian.grunn...@webfusion.com> wrote:


# The username RT
> should use to connect to the LDAP server
>
>
> 'user'  =>  'ldap-rt',
>
> # The password RT
> should use to connect to the LDAP server
>
>
> 'pass'=>  'x',
>
> #
>
>

this is the part that is probably killing you on your LDAP authentication
piece.  Active Directory does not allow anonymous bind for LDAP
authentication.  You will need to create a non-privileged user in AD to do
the binding and place the user name and password for that user in your
RT_SiteConfig.pm file.  This user will be used buy the
RT::Authen::ExternalAuth plugin to bind to AD LDAP.  Once bound
RT::Authen::ExternalAuth will be able to search for the user attempting to
login and use *that* persons credentials to authenticate into RT.


James

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[rt-users] Need scrip advice on avoiding users when notifying OnCreate

[Kenneth Crocker]

To list,

I have need of avoiding a duplication of emails when sending out a
notification when a ticket is created. I want to eliminate any "AdminCc" or
"Cc" that is also the creator of the ticket. My problem seems to be
accessing the Queue watchers info when the ticket hasn't been created yet.
Any help would be greatly appreciated.

Kenn
LBNL

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Re: [rt-users] Different authentication methods for different queues

[Lev Lafayette]

- "Kevin Falcone"  wrote:

> On Fri, Apr 16, 2010 at 05:17:58PM -0400, Andy Harrison wrote:
> > On Wed, Apr 14, 2010 at 12:13 AM, Lev Lafayette 
> wrote:
> > >
> > > We have our rt web interface behind https requiring authentication
> through LDAP.
> > >
> > > However we have certain queues that would like to provide
> outsiders (that is, people outside our LDAP) to connect to, preferably
> with a more limited interface. Their authentication could be through
> something like .htpassword
> > >
> > > Has anyone tried anything like this?
> > 
> > If you're achieving your ldap auth via the apache module, it will
> be
> > more difficult.  However, if you can use it, the
> > RT::Authen::ExternalAuth module will allow you to set up multiple
> > authentication sources.
> > 
> > http://wiki.bestpractical.com/view/ExternalAuth
> > 
> > I have it working using two ldap sources.
> 
> If you're using RT::Authen::ExternalAuth then you can just use
> internal RT accounts and the SelfService UI and configure your rights
> properly and you'll get the feature the original poster sounds like
> he
> was looking for.

I want to express my most sincere thanks to both Kevin and Andy for their 
assistance here; exactly what I was looking for.

All the best,

-- 
Lev Lafayette, Systems Administrator, Victorian Partnership for Advanced 
Computing, l...@vpac.org
"If you are sending a reply to a message or a posting be sure you summarize the 
original at the top of the message, or include just enough text of the original 
to give a context. This will make sure readers understand when they start to 
read your response."  RFC 1855
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Re: [rt-users] what is the best way of changing FQDN while keeping the old?

[Stuart Browne]

> -Original Message-
> From: slamp slamp
> Sent: Tuesday, 11 May 2010 04:19
> 
> For example:
> 
> From rt.domA.com to rt.domB.com.
> 
> From supp...@doma.com to supp...@domb.com
> 
> During the transition, we would still like to support rt.domA.com via
> a redirecto rt.domB.com (apache). And e-mail to supp...@doma.com go to
> supp...@domb.com (sendmail).
> 
> Has anyone done this before?

This is what the 'virtusertable' in Sendmail is for.  You can map an entire 
domain to another entire domain:

>From /usr/share/sendmail-cf/README (RHEL box, sendmail-cf package):

The username from the original address is passed as %1 allowing:

@foo.org%...@example.com



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[rt-users] RT Database Upgrade 3.4.5 -> 3.8.6

[Simon Liang]

Hi guys,

We've upgraded to 3.8.5 with no problems, but however upgrading the database is 
a different story:

**
rt3:~/rt-3.8.6# mysql -u rt_upgrader -p -h 10.2.0.63 rt3_upgrade2
Enter password:
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 529971
Server version: 5.0.26-Debian_3-log Debian etch distribution

Type 'help;' or '\h' for help. Type '\c' to clear the buffer.

mysql> exit
Bye
rt3:~/rt-3.8.6# pwd
/root/rt-3.8.6
rt3:~/rt-3.8.6# /root/rt-3.8.6/sbin/rt-setup-database --dba rt_upgrader 
--action upgrade
In order to create or update your RT database, this script needs to connect to 
your  SQLite instance on 10.2.0.63 as rt_upgrader
Please specify that user's database password below. If the user has no database
password, just press return.

Password:
Working with:
Type:   SQLite
Host:   10.2.0.63
Name:   rt3_upgrade2
User:   rt_upgrader
DBA:rt_upgrader
Enter RT version you're upgrading from: 3.4.5

Going to apply following upgrades:
* 3.5.1
* 3.7.1
* 3.7.3
* 3.7.10
* 3.7.15
* 3.7.19
* 3.7.81
* 3.7.82
* 3.7.85
* 3.7.86
* 3.7.87
* 3.8.0
* 3.8.1
* 3.8.2
* 3.8.3
* 3.8.4
* 3.8.6

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades:

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.5.1
DBI 
connect('dbname=/root/rt-3.8.6/var/rt3_upgrade2;host=10.2.0.63','rt_upgrader',...)
 failed: unable to open database file at 
/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
Connect Failed unable to open database file
 at /root/rt-3.8.6/sbin/../lib/RT.pm line 204
**

Why is the dbname "/root/rt-3.8.6/var/rt3_upgrade2"? Not too sure why it's not 
working... thanks in advance for any help.

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[rt-users] Creating templates for data entry boxes

[Chris Herrmann]

Hi,
I'm trying to work out how to create a template / scrip that prepopulates
the Text Area "UpdateContent" on the Update.html page, with an action of
"Comment".

If you have a signature this is inserted into the comment - I'm after
another way of putting text into every comment, that the end user can then
modify. The idea is that this will give them the framework for their
ticket notes - something like:

Start Time:

Problem Description:

Work Performed:

Outcome:

Next Steps:

End Time:

=

All of the scrip & template wiki entries I can see refer to email-centric
actions - for example "notify Owner on Comment". What I want is
"Prepopulate Message with Template text".

Is there an inbuilt scrip I can use for this purpose, or do I need to
build a custom action? I'm not clear what object I'd be referring to
either, because strictly speaking it's not a Transaction Object because it
doesn't exist yet (i.e. until you hit save). Maybe it's a content object?
I really don't know...

For bonus points I'd love to record starting & ending times automatically,
and use this to populate time worked, but one thing at a time!

Where do I start looking?

Thanks,

Chris


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Re: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

[Joop]

Razvan Cosma wrote:

 Hi all,
Just did a ./configure && make upgrade, and while there were no errors 
and all dependencies seem to be in place, httpd won't start anymore 
(running on centos with mod_perl), complaining about
You didn't mention that you ran the upgrade scripts that are in the 
./etc/upgrade by issuing the following command and to what it tells you 
todo:


make upgrade-instruct


Regards,

Joop




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Re: [rt-users] RT Database Upgrade 3.4.5 -> 3.8.6

[Joop]

Simon Liang wrote:


Hi guys,

We’ve upgraded to 3.8.5 with no problems, but however upgrading the 
database is a different story:


**

rt3:~/rt-3.8.6# mysql -u rt_upgrader -p -h 10.2.0.63 rt3_upgrade2

Enter password:

Reading table information for completion of table and column names

You can turn off this feature to get a quicker startup with -A

Welcome to the MySQL monitor. Commands end with ; or \g.

Your MySQL connection id is 529971

Server version: 5.0.26-Debian_3-log Debian etch distribution

Type 'help;' or '\h' for help. Type '\c' to clear the buffer.

mysql> exit


Yes that is mysql that you're connecting to.


Bye

rt3:~/rt-3.8.6# pwd

/root/rt-3.8.6

rt3:~/rt-3.8.6# /root/rt-3.8.6/sbin/rt-setup-database --dba 
rt_upgrader --action upgrade


In order to create or update your RT database, this script needs to 
connect to your SQLite instance on 10.2.0.63 as rt_upgrader




BUT this is SQLite that you're connecting to. MySQL<>SQLite!!!
Looks like you didn't specifiy a database-type during your configure run.
Check config.log, at the top you'll find you ./configure statement with 
its arguments. Rerun it with the correct parameters.


Regards,

Joop


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