[rt-users] RTx-AttachmentZip - download ticket attachments as a zip

[Richard Harman]

I just uploaded the first release of RTx-AttachmentZip to github at
http://github.com/warewolf/rt-extension-attachmentzip

It tweaks the ShowAttachments mason component add 'Download attachments
as a zip archive | Current | All |'.

I also just uploaded it to CPAN, so in a few days you should be able to
run 'CPAN -i RTx::AttachmentZip'

Enjoy

-- 
Richard G Harman Jr 


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] WebExternalAuth not working at all

[Jon Davis]

Just as a follow up.  I tried another interface at random (modperl2) and
it works.  The system no longer prompts me for a username/password. I go
directly into the application.  If I turn off the authentication, I end up
at an RT login screen w/o a username or password field (so more or less
what I expect).

So if you want to use $WebExternalAuth - don't use SpeedyCGI

-Jon

On Mon, Sep 13, 2010 at 14:26, Jon Davis  wrote:

> Ok, so my guess was right, loginscreen = bad.  So whats the recommended
> interface?
>
> -Jon
>
> On Mon, Sep 13, 2010 at 14:17, Kevin Falcone wrote:
>
>> On Mon, Sep 13, 2010 at 03:55:36PM -0500, Peter Barton wrote:
>> >Have you setup Auth Priority?
>>
>> Peter -
>>
>> RT's WebExternalAuth is not the same as RT::Authen::ExternalAuth
>>
>> Jon -
>>
>> If you're still seeing an RT login screen with
>> WebFallbackToInternalAuth set to 0, then something wrong is happening,
>> since that setting disables chunks of the Login element
>>
>> My guess would be that using the speedycgi interface (which really
>> isn't widely used) is causing REMOTE_USER not to be propagated
>> properly.
>>
>> -kevin
>>
>> >Set($ExternalAuthPriority,  [   'My_LDAP', 'My_LDAP2'
>>   ]);
>> >And info priority?
>> >Set($ExternalInfoPriority,  [ 'My_LDAP', 'My_LDAP2'
>> ]);
>> >
>> >From: rt-users-boun...@lists.bestpractical.com
>> >[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon
>> Davis
>> >Sent: Monday, September 13, 2010 3:23 PM
>> >To: rt-users
>> >Subject: [rt-users] WebExternalAuth not working at all
>> >
>> >
>> >
>> >I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
>> SpeedyCGI.  I am trying to
>> >use WebExternalAuth for authentication since I have my Apache install
>> talking to OpenDS
>> >(LDAP).
>> >
>> >I have the following config in my RT_SiteConfig.pm
>> >Set($WebExternalAuth , 1);
>> >Set($WebFallbackToInternalAuth , 0);
>> >#Set($WebExternalGecos , 0);
>> >Set($WebExternalAuto , 1);
>> >#Set($AutoCreate, {Privileged => 1});
>> >#Set($WebExternalAuthContinuous, 1);
>> >
>> >Apache prompts me for a password, and authenticates me.  In the
>> Apache logs [1], it shows my
>> >username... but RT keeps dumping me back  to the login screen.  I'd
>> presum seeting
>> >WebFallBackToInteralAuth to zero or indef to make that NOT happen.
>>  I'm at my wits end trying
>> >to figure out what is going on, why it wont authenticate from apache
>> and why it gives me a
>> >login screen even though it isn't supposed to.  I've tried every
>> variation of fiddling with
>> >the configs and I just dont know where to find the debug information
>> nessiary to fix this.
>> >
>> >Please, any help would be GREATLY appreciated
>> >-Jon
>> >
>> >[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
>> HTTP/1.1" 200 2212 "-"
>> >"Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.1.6)
>> Gecko/20091201
>> >Firefox/3.5.6"
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] WebExternalAuth not working at all

[Jon Davis]

Ok, so my guess was right, loginscreen = bad.  So whats the recommended
interface?

-Jon

On Mon, Sep 13, 2010 at 14:17, Kevin Falcone wrote:

> On Mon, Sep 13, 2010 at 03:55:36PM -0500, Peter Barton wrote:
> >Have you setup Auth Priority?
>
> Peter -
>
> RT's WebExternalAuth is not the same as RT::Authen::ExternalAuth
>
> Jon -
>
> If you're still seeing an RT login screen with
> WebFallbackToInternalAuth set to 0, then something wrong is happening,
> since that setting disables chunks of the Login element
>
> My guess would be that using the speedycgi interface (which really
> isn't widely used) is causing REMOTE_USER not to be propagated
> properly.
>
> -kevin
>
> >Set($ExternalAuthPriority,  [   'My_LDAP', 'My_LDAP2'
>   ]);
> >And info priority?
> >Set($ExternalInfoPriority,  [ 'My_LDAP', 'My_LDAP2'
> ]);
> >
> >From: rt-users-boun...@lists.bestpractical.com
> >[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon
> Davis
> >Sent: Monday, September 13, 2010 3:23 PM
> >To: rt-users
> >Subject: [rt-users] WebExternalAuth not working at all
> >
> >
> >
> >I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
> SpeedyCGI.  I am trying to
> >use WebExternalAuth for authentication since I have my Apache install
> talking to OpenDS
> >(LDAP).
> >
> >I have the following config in my RT_SiteConfig.pm
> >Set($WebExternalAuth , 1);
> >Set($WebFallbackToInternalAuth , 0);
> >#Set($WebExternalGecos , 0);
> >Set($WebExternalAuto , 1);
> >#Set($AutoCreate, {Privileged => 1});
> >#Set($WebExternalAuthContinuous, 1);
> >
> >Apache prompts me for a password, and authenticates me.  In the Apache
> logs [1], it shows my
> >username... but RT keeps dumping me back  to the login screen.  I'd
> presum seeting
> >WebFallBackToInteralAuth to zero or indef to make that NOT happen.
>  I'm at my wits end trying
> >to figure out what is going on, why it wont authenticate from apache
> and why it gives me a
> >login screen even though it isn't supposed to.  I've tried every
> variation of fiddling with
> >the configs and I just dont know where to find the debug information
> nessiary to fix this.
> >
> >Please, any help would be GREATLY appreciated
> >-Jon
> >
> >[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
> HTTP/1.1" 200 2212 "-"
> >"Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.1.6)
> Gecko/20091201
> >Firefox/3.5.6"
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] WebExternalAuth not working at all

[Peter Barton]

Sorry, I have RT::Authen::ExternalAuth on the brain.  I have been
working with it for the past two weeks straight.

--
Peter Barton


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Monday, September 13, 2010 4:17 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] WebExternalAuth not working at all

On Mon, Sep 13, 2010 at 03:55:36PM -0500, Peter Barton wrote:
>Have you setup Auth Priority?

Peter -

RT's WebExternalAuth is not the same as RT::Authen::ExternalAuth

Jon -

If you're still seeing an RT login screen with WebFallbackToInternalAuth
set to 0, then something wrong is happening, since that setting disables
chunks of the Login element

My guess would be that using the speedycgi interface (which really isn't
widely used) is causing REMOTE_USER not to be propagated properly.

-kevin

>Set($ExternalAuthPriority,  [   'My_LDAP', 'My_LDAP2'
]);
>And info priority?
>Set($ExternalInfoPriority,  [ 'My_LDAP', 'My_LDAP2'
]);
> 
>From: rt-users-boun...@lists.bestpractical.com
>[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon
Davis
>Sent: Monday, September 13, 2010 3:23 PM
>To: rt-users
>Subject: [rt-users] WebExternalAuth not working at all
> 
> 
> 
>I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
SpeedyCGI.  I am trying to
>use WebExternalAuth for authentication since I have my Apache
install talking to OpenDS
>(LDAP).
> 
>I have the following config in my RT_SiteConfig.pm
>Set($WebExternalAuth , 1);
>Set($WebFallbackToInternalAuth , 0);
>#Set($WebExternalGecos , 0);
>Set($WebExternalAuto , 1);
>#Set($AutoCreate, {Privileged => 1});
>#Set($WebExternalAuthContinuous, 1);
> 
>Apache prompts me for a password, and authenticates me.  In the
Apache logs [1], it shows my
>username... but RT keeps dumping me back  to the login screen.  I'd
presum seeting
>WebFallBackToInteralAuth to zero or indef to make that NOT happen.
I'm at my wits end trying
>to figure out what is going on, why it wont authenticate from
apache and why it gives me a
>login screen even though it isn't supposed to.  I've tried every
variation of fiddling with
>the configs and I just dont know where to find the debug
information nessiary to fix this.
> 
>Please, any help would be GREATLY appreciated
>-Jon
> 
>[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
HTTP/1.1" 200 2212 "-"
>"Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.1.6)
Gecko/20091201
>Firefox/3.5.6"

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] WebExternalAuth not working at all

[Kevin Falcone]

On Mon, Sep 13, 2010 at 03:55:36PM -0500, Peter Barton wrote:
>Have you setup Auth Priority?

Peter -

RT's WebExternalAuth is not the same as RT::Authen::ExternalAuth

Jon -

If you're still seeing an RT login screen with
WebFallbackToInternalAuth set to 0, then something wrong is happening,
since that setting disables chunks of the Login element

My guess would be that using the speedycgi interface (which really
isn't widely used) is causing REMOTE_USER not to be propagated
properly.

-kevin

>Set($ExternalAuthPriority,  [   'My_LDAP', 'My_LDAP2'   ]);
>And info priority?
>Set($ExternalInfoPriority,  [ 'My_LDAP', 'My_LDAP2'   
> ]);
> 
>From: rt-users-boun...@lists.bestpractical.com
>[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Davis
>Sent: Monday, September 13, 2010 3:23 PM
>To: rt-users
>Subject: [rt-users] WebExternalAuth not working at all
> 
> 
> 
>I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 & 
> SpeedyCGI.  I am trying to
>use WebExternalAuth for authentication since I have my Apache install 
> talking to OpenDS
>(LDAP).
> 
>I have the following config in my RT_SiteConfig.pm
>Set($WebExternalAuth , 1);
>Set($WebFallbackToInternalAuth , 0);
>#Set($WebExternalGecos , 0);
>Set($WebExternalAuto , 1);
>#Set($AutoCreate, {Privileged => 1});
>#Set($WebExternalAuthContinuous, 1);
> 
>Apache prompts me for a password, and authenticates me.  In the Apache 
> logs [1], it shows my
>username... but RT keeps dumping me back  to the login screen.  I'd presum 
> seeting
>WebFallBackToInteralAuth to zero or indef to make that NOT happen.  I'm at 
> my wits end trying
>to figure out what is going on, why it wont authenticate from apache and 
> why it gives me a
>login screen even though it isn't supposed to.  I've tried every variation 
> of fiddling with
>the configs and I just dont know where to find the debug information 
> nessiary to fix this.
> 
>Please, any help would be GREATLY appreciated
>-Jon
> 
>[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/ 
> HTTP/1.1" 200 2212 "-"
>"Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.1.6) 
> Gecko/20091201
>Firefox/3.5.6"


pgpI4DJ6JvKWk.pgp
Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] WebExternalAuth not working at all

[Peter Barton]

Have you setup Auth Priority?

 

Set($ExternalAuthPriority,  [   'My_LDAP', 'My_LDAP2'
]);



And info priority?

 

Set($ExternalInfoPriority,  [ 'My_LDAP', 'My_LDAP2'
]);

 

 

 

--

Peter Barton

IESI Corporation

Network Manager

work.817-632-4000

mobile.817-683-9635

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Davis
Sent: Monday, September 13, 2010 3:23 PM
To: rt-users
Subject: [rt-users] WebExternalAuth not working at all

 

I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
SpeedyCGI.  I am trying to use WebExternalAuth for authentication since
I have my Apache install talking to OpenDS (LDAP).

I have the following config in my RT_SiteConfig.pm
Set($WebExternalAuth , 1);
Set($WebFallbackToInternalAuth , 0);
#Set($WebExternalGecos , 0);
Set($WebExternalAuto , 1);
#Set($AutoCreate, {Privileged => 1});
#Set($WebExternalAuthContinuous, 1);


Apache prompts me for a password, and authenticates me.  In the Apache
logs [1], it shows my username... but RT keeps dumping me back  to the
login screen.  I'd presum seeting WebFallBackToInteralAuth to zero or
indef to make that NOT happen.  I'm at my wits end trying to figure out
what is going on, why it wont authenticate from apache and why it gives
me a login screen even though it isn't supposed to.  I've tried every
variation of fiddling with the configs and I just dont know where to
find the debug information nessiary to fix this.

Please, any help would be GREATLY appreciated
-Jon

[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
HTTP/1.1" 200 2212 "-" "Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6;
en-US; rv:1.9.1.6) Gecko/20091201 Firefox/3.5.6"


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] rt 3.8.8 issue with CSS

[Val Polyakov]

another update:

when I go to http://myServer/ticket/NoAuth/css/index.html this is what I get:

Error during compilation of /opt/rt3/share/html/NoAuth/css/dhandler: Can't
locate CSS/Squish.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib
/opt/rt3/bin/../lib /opt/rt3/lib
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .
/etc/httpd) at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack:
[/opt/rt3/share/html/NoAuth/css/dhandler:67] [CSS/Squish.pm:67]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97]
[/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822]
[/opt/rt3/bin/webmux.pl:78] [CSS/Squish.pm:67] BEGIN failed--compilation
aborted at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack:
[/opt/rt3/share/html/NoAuth/css/dhandler:67]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97]
[/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822]
[/opt/rt3/bin/webmux.pl:78] [/opt/rt3/share/html/NoAuth/css/dhandler:67]

however:

[r...@curt ~]# perl -MCPAN -e 'install CSS::Squish'
CPAN: Storable loaded ok
Going to read /home/vpolya/.cpan/Metadata
  Database was generated on Mon, 13 Sep 2010 11:30:52 GMT
CSS::Squish is up to date.
[r...@curt ~]#


this is probably the source of my CSS issue..   why cant it find it, while
CPAN claims its installed? :/


> Also, thought it might be a good idea to attach my RT_SiteConfig.pm ...
>
> And this:
>
> [r...@curt conf.d]# cat rt3.conf
> Alias /ticket "/opt/rt3/share/html"
>
> PerlRequire /opt/rt3/bin/webmux.pl
>
> 
>   AllowOverride All
>   Options ExecCGI FollowSymlinks
>   RewriteEngine On
>   RedirectMatch permanent (.*)/$ $1/index.html
>   AddDefaultCharset UTF-8
>   SetHandler perl-script
>   PerlHandler RT::Mason
> 
> [r...@curt conf.d]#
>
> Any help is highly appreciated, this is sort of urgent :/
>
>> Hello,
>>
>> I have a fresh install of rt-3.8.8 on RHEL5
>>
>> when I go to http://serverIP/ticket   ("/ticket" is aliased in apache
>> configs to /opt/rt3/share/html, which is where the RT is installed) I
>> get
>> the login screen, but alasa, with no CSS. so it looks ugly..
>>
>> I don't see any errors at all in apache's access_log and error_log (no
>> 404s or anything)
>>
>> I see that I do, indeed, have CSS:
>>
>> [r...@curt css]# pwd
>> /opt/rt3/share/html/NoAuth/css
>> [r...@curt css]# ls -l
>> total 28
>> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.4-compat
>> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.5-default
>> -rw-r--r-- 1 root bin 2390 Sep  7 12:34 autohandler
>> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 base
>> -rw-r--r-- 1 root bin 2649 Sep  7 12:34 dhandler
>> -rw-r--r-- 1 root bin 3043 Sep  7 12:34 print.css
>> drwxr-xr-x 3 root bin 4096 Sep  7 12:34 web2
>> [r...@curt css]#
>>
>> nothing's weird about the install, SELinux is disabled, etc..
>>
>>
>> any ideas?
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>



RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Concatenate two LDAP fields into one RT field

[Max McGrath]

Hi All -

In a bit of a bind here.  External authentication is working fine -- we are
a Novell shop.  Right now we have the givenName field which holds a users
first name, and the sn field which holds the users last name.  RT has the
RealName field which I would like to populate with both givenName and sn so
I can have the users full name.

Right now we basically have the LDAP uid (first initial last name) field
populating a lot of the RT fields...so, we don't really know the first name
of users -- which kind of sucks.

Here is the code from my RT_SiteConfig.pm:

'attr_match_list'   => ['Name',
'EmailAddress',
'RealName',
   ],
# The mapping of RT attributes on to LDAP attributes
'attr_map'  =>  {   'Name' => 'uid',
  'RealName' => 'uid',
  'ExternalAuthId' => 'uid',
  'Gecos' => 'uid',
  'NickName' => 'carthageNameID',
}

Is there anything within the RT_SiteConfig file I could do to get a First
Name Last Name population in the RealName field?

Thanks!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] WebExternalAuth not working at all

[Jon Davis]

I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
SpeedyCGI.  I am trying to use WebExternalAuth for authentication since I
have my Apache install talking to OpenDS (LDAP).

I have the following config in my RT_SiteConfig.pm
Set($WebExternalAuth , 1);
Set($WebFallbackToInternalAuth , 0);
#Set($WebExternalGecos , 0);
Set($WebExternalAuto , 1);
#Set($AutoCreate, {Privileged => 1});
#Set($WebExternalAuthContinuous, 1);

Apache prompts me for a password, and authenticates me.  In the Apache logs
[1], it shows my username... but RT keeps dumping me back  to the login
screen.  I'd presum seeting WebFallBackToInteralAuth to zero or indef to
make that NOT happen.  I'm at my wits end trying to figure out what is going
on, why it wont authenticate from apache and why it gives me a login screen
even though it isn't supposed to.  I've tried every variation of fiddling
with the configs and I just dont know where to find the debug information
nessiary to fix this.

Please, any help would be GREATLY appreciated
-Jon

[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/ HTTP/1.1"
200 2212 "-" "Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US;
rv:1.9.1.6) Gecko/20091201 Firefox/3.5.6"

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] rt 3.8.8 issue with CSS

[Val Polyakov]

Also, thought it might be a good idea to attach my RT_SiteConfig.pm ...

And this:

[r...@curt conf.d]# cat rt3.conf
Alias /ticket "/opt/rt3/share/html"

PerlRequire /opt/rt3/bin/webmux.pl


  AllowOverride All
  Options ExecCGI FollowSymlinks
  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason

[r...@curt conf.d]#

Any help is highly appreciated, this is sort of urgent :/

> Hello,
>
> I have a fresh install of rt-3.8.8 on RHEL5
>
> when I go to http://serverIP/ticket   ("/ticket" is aliased in apache
> configs to /opt/rt3/share/html, which is where the RT is installed) I get
> the login screen, but alasa, with no CSS. so it looks ugly..
>
> I don't see any errors at all in apache's access_log and error_log (no
> 404s or anything)
>
> I see that I do, indeed, have CSS:
>
> [r...@curt css]# pwd
> /opt/rt3/share/html/NoAuth/css
> [r...@curt css]# ls -l
> total 28
> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.4-compat
> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.5-default
> -rw-r--r-- 1 root bin 2390 Sep  7 12:34 autohandler
> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 base
> -rw-r--r-- 1 root bin 2649 Sep  7 12:34 dhandler
> -rw-r--r-- 1 root bin 3043 Sep  7 12:34 print.css
> drwxr-xr-x 3 root bin 4096 Sep  7 12:34 web2
> [r...@curt css]#
>
> nothing's weird about the install, SELinux is disabled, etc..
>
>
> any ideas?
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
# Any configuration directives you include  here will override 
# RT's default configuration file, RT_Config.pm
#
# 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, 'myhostname.mydomain.com');
Set( $Organization, 'myhostname.mydomain.com');
Set($MinimumPasswordLength , "5");
Set($Timezone , 'US/Eastern');

#Set(@Plugins, qw(
#			RT::Authen::ExternalAuth
#		));

Set($HomepageComponents, [qw(
			 QuickCreate
			 Quicksearch
			 MyAdminQueues
			 MySupportQueues
			 MyReminders
			 RefreshHomepage
			 Dashboards
			)]);

Set( $DatabaseType, 'mysql');
Set( $DatabaseHost, 'localhost');
Set( $DatabaseRTHost , 'localhost');
Set( $DatabaseName , 'rt3'); 
Set( $DatabasePort , '');
Set( $DatabaseUser , 'myrtuser');
Set( $DatabasePassword , 'myrtpass');

Set($OwnerEmail , 'root');
Set($LoopsToRTOwner , 1);

Set($SendmailArguments , "-oi -t -f m...@mydomain.com");

Set($MaxAttachmentSize , 1000);

Set($RTAddressRegexp , '^...@myhostname.mydomain.com$');
Set($CorrespondAddress , 'no-re...@myhostname.mydomain.com');
Set($CommentAddress , 'no-re...@myhostname.mydomain.com');

Set($UseFriendlyFromLine , 1);
Set($FriendlyFromLineFormat , "\"%s\" <%s>");
Set($UseFriendlyToLine , 1);
Set($FriendlyToLineFormat , "\"%s Ticket #%s\":;");

Set($NotifyActor , 0);
Set($RecordOutgoingEmail , 1);

Set($WebPath , "/ticket");
Set($WebPort , 80);
Set($WebBaseURL , "http://curt";);
Set($WebURL , $WebBaseURL . $WebPath . "/");
Set($WebImagesURL , $WebURL . "/NoAuth/images");

Set($MessageBoxWidth , 72);
Set($MessageBoxWrap, "HARD");

Set($MaxInlineBody, 13456);
Set($DefaultSummaryRows, 10);

Set($OldestTransactionsFirst, '1');

Set($DateDayBeforeMonth , 0);
Set($AmbiguousDayInPast , 1);

#require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";
#Set($Autocreate,			{Privileged => 1});

#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
1;
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] MyReminder for nobody

[Paul]

None here.

Cheers,
Paul

On 09/13/2010 12:26 PM, Kenneth Crocker wrote:
> Jain, Paul,
> 
> I don't create reminders that are owned by "Nobody" so I don't have that
> problem. Do either of you have scrips that automatically create reminders?
> 
> Kenn
> LBNL
> 
> On Mon, Sep 13, 2010 at 9:42 AM, Paul  wrote:
> 
>> On 09/13/2010 08:38 AM, Kevin Falcone wrote:
>>> On Sun, Sep 12, 2010 at 08:47:02PM -0400, JAIN JACOB wrote:
Hi,
I'm using RT 3.8.8 on RED HAT LINUX 5.0 with apache 2.0.
I have moved the RT database from RT 3.6.5 to RT 3.8.8 and has run
>> the upgrade scripts. But
when I login to RT on my reminder sections I'm seeing reminders for
>> 'nobody' along with the
reminder that I have set.
Even non superusers get the same reminder section( reminder for
>> nobody). Could you please let
>>>
>>> MyReminders has searched for
>>>
>>> $reminders->FromSQL('(Owner = "Nobody" OR Owner =
>> "'.$session{'CurrentUser'}->Name.'")'
>>>
>>> for a long time
>>>
>>> -kevin
>>
>> Jain, this bugged me too. Easy fix is to copy
>> /path/to/rt/share/html/Elements/MyReminders to
>> /path/to/rt/local/html/Elements/MyReminders and remove the 'Owner =
>> "Nobody" OR ' chunk.
>>
>> Not sure why Nobody's reminders are shown by default. My only guess is
>> so there'd be an easy way to remind or notify everyone of something.
>> Around here, though, people would just miss setting an owner and end up
>> confusing the rest of us.
>>
>> Cheers,
>> Paul
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
> 
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] MyReminder for nobody

[Kenneth Crocker]

Jain, Paul,

I don't create reminders that are owned by "Nobody" so I don't have that
problem. Do either of you have scrips that automatically create reminders?

Kenn
LBNL

On Mon, Sep 13, 2010 at 9:42 AM, Paul  wrote:

> On 09/13/2010 08:38 AM, Kevin Falcone wrote:
> > On Sun, Sep 12, 2010 at 08:47:02PM -0400, JAIN JACOB wrote:
> >>Hi,
> >>I'm using RT 3.8.8 on RED HAT LINUX 5.0 with apache 2.0.
> >>I have moved the RT database from RT 3.6.5 to RT 3.8.8 and has run
> the upgrade scripts. But
> >>when I login to RT on my reminder sections I'm seeing reminders for
> 'nobody' along with the
> >>reminder that I have set.
> >>Even non superusers get the same reminder section( reminder for
> nobody). Could you please let
> >
> > MyReminders has searched for
> >
> > $reminders->FromSQL('(Owner = "Nobody" OR Owner =
> "'.$session{'CurrentUser'}->Name.'")'
> >
> > for a long time
> >
> > -kevin
>
> Jain, this bugged me too. Easy fix is to copy
> /path/to/rt/share/html/Elements/MyReminders to
> /path/to/rt/local/html/Elements/MyReminders and remove the 'Owner =
> "Nobody" OR ' chunk.
>
> Not sure why Nobody's reminders are shown by default. My only guess is
> so there'd be an easy way to remind or notify everyone of something.
> Around here, though, people would just miss setting an owner and end up
> confusing the rest of us.
>
> Cheers,
> Paul
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] rt 3.8.8 issue with CSS

[Val Polyakov]

Hello,

I have a fresh install of rt-3.8.8 on RHEL5

when I go to http://serverIP/ticket   ("/ticket" is aliased in apache
configs to /opt/rt3/share/html, which is where the RT is installed) I get
the login screen, but alasa, with no CSS. so it looks ugly..

I don't see any errors at all in apache's access_log and error_log (no
404s or anything)

I see that I do, indeed, have CSS:

[r...@curt css]# pwd
/opt/rt3/share/html/NoAuth/css
[r...@curt css]# ls -l
total 28
drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.4-compat
drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.5-default
-rw-r--r-- 1 root bin 2390 Sep  7 12:34 autohandler
drwxr-xr-x 2 root bin 4096 Sep  7 12:34 base
-rw-r--r-- 1 root bin 2649 Sep  7 12:34 dhandler
-rw-r--r-- 1 root bin 3043 Sep  7 12:34 print.css
drwxr-xr-x 3 root bin 4096 Sep  7 12:34 web2
[r...@curt css]#

nothing's weird about the install, SELinux is disabled, etc..


any ideas?


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Need help with RT-SQL on days calculation

[Kenneth Crocker]

Kenneth, All,

Thanks. That did it. I see my problem was using parenthesis and not using
quotes.

Thanks again.

Kenn
LBNL



On Mon, Sep 13, 2010 at 10:55 AM, Kenneth Marshall  wrote:

> That should also be:
>
> Due > '1 day ago'
>
> and not:
>
> Due > 'today'
>
> Ken
>
> On Mon, Sep 13, 2010 at 12:47:11PM -0500, Kenneth Marshall wrote:
> > On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote:
> > > To list,
> > >
> > > I've been to the wiki and did some googling but no joy. Most likely my
> > > inexperience with both.
> > >
> > > I'm trying to run a query in RT that will give me all "open" tickets
> that
> > > are due within the next 30 days. Simple enough, but I can't seem to get
> the
> > > syntax right. I have:
> > >
> > > (  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today +
> 30
> > > days). I've tried variations of 'Today' and no joy.
> > >
> > > Help please?
> > >
> > > Thanks.
> > >
> > > Kenn
> > > LBNL
> >
> > What about something like:
> >
> > Due < '30 days from now'
> > AND Due > 'today'
> >
> > with the additional list of statuses?
> >
> > Regards,
> > Ken
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
> >
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Need help with RT-SQL on days calculation

[Paul]

or:

Due > '1970-01-02'

(if you're interested in overdue tickets as well)

Cheers,
Paul

On 09/13/2010 10:55 AM, Kenneth Marshall wrote:
> That should also be:
> 
> Due > '1 day ago'
> 
> and not:
> 
> Due > 'today'
> 
> Ken
> 
> On Mon, Sep 13, 2010 at 12:47:11PM -0500, Kenneth Marshall wrote:
>> On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote:
>>> To list,
>>>
>>> I've been to the wiki and did some googling but no joy. Most likely my
>>> inexperience with both.
>>>
>>> I'm trying to run a query in RT that will give me all "open" tickets that
>>> are due within the next 30 days. Simple enough, but I can't seem to get the
>>> syntax right. I have:
>>>
>>> (  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today + 30
>>> days). I've tried variations of 'Today' and no joy.
>>>
>>> Help please?
>>>
>>> Thanks.
>>>
>>> Kenn
>>> LBNL
>>
>> What about something like:
>>
>> Due < '30 days from now'
>> AND Due > 'today'
>>
>> with the additional list of statuses?
>>
>> Regards,
>> Ken
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Need help with RT-SQL on days calculation

[Kenneth Marshall]

That should also be:

Due > '1 day ago'

and not:

Due > 'today'

Ken

On Mon, Sep 13, 2010 at 12:47:11PM -0500, Kenneth Marshall wrote:
> On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote:
> > To list,
> > 
> > I've been to the wiki and did some googling but no joy. Most likely my
> > inexperience with both.
> > 
> > I'm trying to run a query in RT that will give me all "open" tickets that
> > are due within the next 30 days. Simple enough, but I can't seem to get the
> > syntax right. I have:
> > 
> > (  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today + 30
> > days). I've tried variations of 'Today' and no joy.
> > 
> > Help please?
> > 
> > Thanks.
> > 
> > Kenn
> > LBNL
> 
> What about something like:
> 
> Due < '30 days from now'
> AND Due > 'today'
> 
> with the additional list of statuses?
> 
> Regards,
> Ken
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Need help with RT-SQL on days calculation

[Kenneth Marshall]

On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote:
> To list,
> 
> I've been to the wiki and did some googling but no joy. Most likely my
> inexperience with both.
> 
> I'm trying to run a query in RT that will give me all "open" tickets that
> are due within the next 30 days. Simple enough, but I can't seem to get the
> syntax right. I have:
> 
> (  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today + 30
> days). I've tried variations of 'Today' and no joy.
> 
> Help please?
> 
> Thanks.
> 
> Kenn
> LBNL

What about something like:

Due < '30 days from now'
AND Due > 'today'

with the additional list of statuses?

Regards,
Ken

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Need help with RT-SQL on days calculation

[Kenneth Crocker]

To list,

I've been to the wiki and did some googling but no joy. Most likely my
inexperience with both.

I'm trying to run a query in RT that will give me all "open" tickets that
are due within the next 30 days. Simple enough, but I can't seem to get the
syntax right. I have:

(  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today + 30
days). I've tried variations of 'Today' and no joy.

Help please?

Thanks.

Kenn
LBNL

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] ExternalAuth and multiple LDAP servers

[Ruslan Zakirov]

Hi.

I believe ExternalAuth extension allows you to describe multiple sources.
You name them differently and list them in order they should be checked. So
I think support of two or more ldap servers should work just fine.

13.09.2010 20:44 пользователь "Nick Kartsioukas" <
change+lists...@nightwind.net > написал:

We have a few AD servers that I'd like ExternalAuth to try (in case one
is down).  What would the format be for the 'server' string to refer to
multiple LDAP servers, or is the correct way to set up multiple complete
LDAP sections under $ExternalSettings?

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] ExternalAuth and multiple LDAP servers

[Nick Kartsioukas]

We have a few AD servers that I'd like ExternalAuth to try (in case one
is down).  What would the format be for the 'server' string to refer to
multiple LDAP servers, or is the correct way to set up multiple complete
LDAP sections under $ExternalSettings?

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] MyReminder for nobody

[Paul]

On 09/13/2010 08:38 AM, Kevin Falcone wrote:
> On Sun, Sep 12, 2010 at 08:47:02PM -0400, JAIN JACOB wrote:
>>Hi,
>>I'm using RT 3.8.8 on RED HAT LINUX 5.0 with apache 2.0.
>>I have moved the RT database from RT 3.6.5 to RT 3.8.8 and has run the 
>> upgrade scripts. But
>>when I login to RT on my reminder sections I'm seeing reminders for 
>> 'nobody' along with the
>>reminder that I have set.
>>Even non superusers get the same reminder section( reminder for nobody). 
>> Could you please let
> 
> MyReminders has searched for
> 
> $reminders->FromSQL('(Owner = "Nobody" OR Owner = 
> "'.$session{'CurrentUser'}->Name.'")'
> 
> for a long time
> 
> -kevin

Jain, this bugged me too. Easy fix is to copy
/path/to/rt/share/html/Elements/MyReminders to
/path/to/rt/local/html/Elements/MyReminders and remove the 'Owner =
"Nobody" OR ' chunk.

Not sure why Nobody's reminders are shown by default. My only guess is
so there'd be an easy way to remind or notify everyone of something.
Around here, though, people would just miss setting an owner and end up
confusing the rest of us.

Cheers,
Paul

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Can't display web page after ticket create

[John McDonald]

Yep - that was it. I had set WebDomain to 'localhost' and it didn't like
that. I had to hardcode the IP address since I'm not currently set up as a
domain (still in testing with a local VM).

Than.

John

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, September 13, 2010 11:35 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Can't display web page after ticket create

On Fri, Sep 10, 2010 at 04:11:50PM -0400, John McDonald wrote:
>Hi all,
> 
> 
> 
>I was playing around with RTIR, but it was more complicated than I
needed so I decided to
>stick with RT and just create a custom queue. I created the queue (`TIG
Investigations') and
>added a couple of custom fields. I then went to the Create a New Ticket
page for the queue,
>filled out all of the fields (except the emails - I don't have any of
that set up) and hit
>`Create'. It paused for a few seconds and then the browser displayed a
`Cannot display the
>webpage' error. I tried it with both IE & Firefox with the same
results. I went back to the RT
>home page and the ticket had been successfully created.

Try disabling the Friendly Errors in IE and Firefox so you can tell what the
real problem is.  Most likely, you've failed to configure some part of
RT_SiteConfig.pm and RT is directing you somewhere invalid.

-kevin


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Questions on customizing RTIR fields

[John McDonald]

Gotcha - thanx.

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, September 13, 2010 10:35 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Questions on customizing RTIR fields

On Sat, Sep 04, 2010 at 06:05:52PM -0400, John McDonald wrote:
>Hi all,
> 
> 
> 
>I'm new to RTIR, but a friend of mine asked me to help him set it up to
use at his small
>company, and for a few beers I agreed. I haven't touched
Linux/Apache/perl/etc. for about 5
>years, so I'm kind of rusty. I downloaded Ground Tactics RT VMware
player image, which is
>running RT 3.8.7, Apache2 w/mod_perl2, Ubuntu 8.0.4 and MySQL 5.0.51. I
made a few tweaks and
>installed the latest RTIR over top of that (2.4.4). Everything seems to
be running fine, and
>now I want to customize some of the fields RTIR uses to better align it
with how he works.
> 
> 
> 
>The first thing I need do it remove the `SLA' option, since he's the
lone security guy in the
>company and SLAs don't really apply. I went into
Configuration->Queues->Incident
>Report->Ticket Custom Fields and selected the SLA field and hit submit.
Now when I go to
>create an incident report the SLA selection box is gone, but the label
`SLA:' is still
>displayed on the page between `Constituency' and `Customer'. How can I
get rid of the label?
> 
> 
> 
>He'd also like me to change the names of some of the fields - e.g.
change `How Reported' to
>`Trigger', etc. (his request, not mine). How can I change just the
label for a custom field?

There was a bunch of work on supporting changes to CFs in the 2.5 branch,
but I don't believe those have trickled down to 2.4 as of yet.

-kevin


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] RT log has Group Error

[Josh Narins]

Um, I think Kevin was saying it was fixed in 3.8.8, so you could use that.



Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.com

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]


SeniorBridge Statement of Confidentiality: The contents of this email message 
are intended for the exclusive use of the addressee(s) and may contain 
confidential or privileged information. Any dissemination, distribution or 
copying of this email by an unintended or mistaken recipient is strictly 
prohibited. In said event, kindly reply to the sender and destroy all entries 
of this message and any attachments from your system. Thank you.
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Monday, September 13, 2010 12:06 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT log has Group Error

Kevin,

Yea. I was looking thru the list of fixes in 3.8.8 and found one that sounded 
an awful lot like what I'm getting. I think I'll wait for 3.10 and go with that 
one. Thanks.

Kenn
On Mon, Sep 13, 2010 at 7:48 AM, Kevin Falcone 
mailto:falc...@bestpractical.com>> wrote:
On Wed, Sep 08, 2010 at 03:54:56PM -0700, Kenneth Crocker wrote:
>To List,
>
>I'm getting an error on my log file that I don't understand.
>
>[Wed Sep 8 22:30:44 2010] [error]: Group::HasMember was called with an 
> argument that isn't an
>RT::Principal or id. It's (undefined) 
> (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
>
>Does anyone know how this error is specifically generated? Like, was it 
> trying to send an
>email to someone that doesn't exist in the User Table?
>
>I'll dig for it, but a little direction here would suffice for me to dig 
> in the right
>direction.
It is nearly impossible to say without more context and RT version,
but there was a bug fixed in 3.8.8 where some uses of SimpleSearch
would cause an invalid Privileged check

-kevin


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] RT log has Group Error

[Kenneth Crocker]

Kevin,

Yea. I was looking thru the list of fixes in 3.8.8 and found one that
sounded an awful lot like what I'm getting. I think I'll wait for 3.10 and
go with that one. Thanks.

Kenn

On Mon, Sep 13, 2010 at 7:48 AM, Kevin Falcone wrote:

> On Wed, Sep 08, 2010 at 03:54:56PM -0700, Kenneth Crocker wrote:
> >To List,
> >
> >I'm getting an error on my log file that I don't understand.
> >
> >[Wed Sep 8 22:30:44 2010] [error]: Group::HasMember was called with an
> argument that isn't an
> >RT::Principal or id. It's (undefined)
> (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
> >
> >Does anyone know how this error is specifically generated? Like, was
> it trying to send an
> >email to someone that doesn't exist in the User Table?
> >
> >I'll dig for it, but a little direction here would suffice for me to
> dig in the right
> >direction.
>
> It is nearly impossible to say without more context and RT version,
> but there was a bug fixed in 3.8.8 where some uses of SimpleSearch
> would cause an invalid Privileged check
>
> -kevin
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] MyReminder for nobody

[Kevin Falcone]

On Sun, Sep 12, 2010 at 08:47:02PM -0400, JAIN JACOB wrote:
>Hi,
>I'm using RT 3.8.8 on RED HAT LINUX 5.0 with apache 2.0.
>I have moved the RT database from RT 3.6.5 to RT 3.8.8 and has run the 
> upgrade scripts. But
>when I login to RT on my reminder sections I'm seeing reminders for 
> 'nobody' along with the
>reminder that I have set.
>Even non superusers get the same reminder section( reminder for nobody). 
> Could you please let

MyReminders has searched for

$reminders->FromSQL('(Owner = "Nobody" OR Owner = 
"'.$session{'CurrentUser'}->Name.'")'

for a long time

-kevin


pgpd72ZM2C7t0.pgp
Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Can't display web page after ticket create

[Kevin Falcone]

On Fri, Sep 10, 2010 at 04:11:50PM -0400, John McDonald wrote:
>Hi all,
> 
> 
> 
>I was playing around with RTIR, but it was more complicated than I needed 
> so I decided to
>stick with RT and just create a custom queue. I created the queue (`TIG 
> Investigations') and
>added a couple of custom fields. I then went to the Create a New Ticket 
> page for the queue,
>filled out all of the fields (except the emails - I don't have any of that 
> set up) and hit
>`Create'. It paused for a few seconds and then the browser displayed a 
> `Cannot display the
>webpage' error. I tried it with both IE & Firefox with the same results. I 
> went back to the RT
>home page and the ticket had been successfully created.

Try disabling the Friendly Errors in IE and Firefox so you can tell
what the real problem is.  Most likely, you've failed to configure
some part of RT_SiteConfig.pm and RT is directing you somewhere
invalid.

-kevin


pgpcKAJWAyzGg.pgp
Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Prevent "Could not load a valid user" email to invalid requestor

[Kevin Falcone]

On Thu, Sep 09, 2010 at 12:33:16PM -0400, Bill Kuntz wrote:
> We limit ticket creation to uses that are in the RT database.  When
> someone who is not in the system sends an email, they get the "Could not
> load valid user" message back.  Additionally the admin user gets the
> same message.
> 
> We do not want the user to get the message.  99.9% of the time it is
> spam with a forged from address.
> 
> Can we just copy Email.pm to the local tree, and comment out the
> following bit of code, or is there an easier way?

You want to copy *only* the subroutine you're overriding to
Email_Local.pm in the local tree and edit it.

We've debated ways to make this more configurable, but nothing has
made it to trunk.

-kevin

> # Also notify the requestor that his request has been dropped.
> if ($args{'Requestor'} ne RT->Config->Get('OwnerEmail')) {
> MailError(
> To  => $args{'Requestor'},
> Subject => "Could not load a valid user",
> Explanation => < RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for your email.
> 
> EOT
> MIMEObj  => $args{'Message'},
> LogLevel => 'error'
> );
> 
> Thanks,
> Bill
> 
> -- 
> 
> Bill Kuntz
> FCLA Open Systems Group
> (352) 392-9020 x 242
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


pgpMhdsx731Fd.pgp
Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Displaying actual OtherRecipients of a transaction in email sent to all recipients

[Kevin Falcone]

On Thu, Sep 09, 2010 at 11:07:16AM -0400, Chris Hardie wrote:
> 
> Hi.  I'm trying to find a way to display the "Other Recipients" of a
> transaction in the headers of the email message generated to everyone
> involved - Requestors, CCs, and Other Recipients.
> 
> So, if I reply to a ticket and type in an address in the "CC" field of
> the reply form, but don't actually add that recipient as a CC to the
> ticket, I still want everyone getting the reply to see everyone else who
> received it.
> 
> Another way to say this is that I'm looking for a third behavior for the
> $UseFriendlyToLine config option - instead of "blank" or "Friendly Text"
> I want to actually display the addresses being e-mailed in the To/CC
> header fields (but just for one queue).

It sounds like you want to collapse your scrips so that Notify
Requestors, Ccs and Other Recipients happens all in one action.
We don't recommend that you send to AdminCcs and Requestors at the
same time.

Otherwise, you could certainly add a note to the outgoing mail by
writing some code in your template to examine RT-Send-Cc

-kevin


pgpz6X7YDEqvj.pgp
Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] RT log has Group Error

[Kevin Falcone]

On Wed, Sep 08, 2010 at 03:54:56PM -0700, Kenneth Crocker wrote:
>To List,
> 
>I'm getting an error on my log file that I don't understand.
> 
>[Wed Sep 8 22:30:44 2010] [error]: Group::HasMember was called with an 
> argument that isn't an
>RT::Principal or id. It's (undefined) 
> (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
> 
>Does anyone know how this error is specifically generated? Like, was it 
> trying to send an
>email to someone that doesn't exist in the User Table?
> 
>I'll dig for it, but a little direction here would suffice for me to dig 
> in the right
>direction.

It is nearly impossible to say without more context and RT version,
but there was a bug fixed in 3.8.8 where some uses of SimpleSearch
would cause an invalid Privileged check

-kevin


pgpPZhf8Z4ual.pgp
Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Adding the name of the user entering a comment in the web interface to the template that is used to send an email to CCs

[Kevin Falcone]

On Wed, Sep 08, 2010 at 10:47:29PM +0200, Christian Loos wrote:
> You can take a look in the wiki or in this files:
> lib/RT/Ticket.pm
> lib/RT/Ticket_Overlay.pm
> lib/RT/Transaction.pm
> lib/RT/Transaction_Overlay.pm

Or, docs/templates.pod which tells you what variables are available

> Am 08.09.2010 22:40, schrieb Matthew Larsen:
> > Thank you for this.  That's what I was looking for.
> > 
> > This comes back to me trying to get familiar with the documentation.  Could 
> > you point me to where I can find in the documentation a description of 
> > these $Transaction->, $Ticket->, etc objects, or is there a way to explore 
> > them by other means?
> > 
> > ML
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


pgpCH144Y8dHo.pgp
Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Questions on customizing RTIR fields

[Kevin Falcone]

On Sat, Sep 04, 2010 at 06:05:52PM -0400, John McDonald wrote:
>Hi all,
> 
> 
> 
>I'm new to RTIR, but a friend of mine asked me to help him set it up to 
> use at his small
>company, and for a few beers I agreed. I haven't touched 
> Linux/Apache/perl/etc. for about 5
>years, so I'm kind of rusty. I downloaded Ground Tactics RT VMware player 
> image, which is
>running RT 3.8.7, Apache2 w/mod_perl2, Ubuntu 8.0.4 and MySQL 5.0.51. I 
> made a few tweaks and
>installed the latest RTIR over top of that (2.4.4). Everything seems to be 
> running fine, and
>now I want to customize some of the fields RTIR uses to better align it 
> with how he works.
> 
> 
> 
>The first thing I need do it remove the `SLA' option, since he's the lone 
> security guy in the
>company and SLAs don't really apply. I went into 
> Configuration->Queues->Incident
>Report->Ticket Custom Fields and selected the SLA field and hit submit. 
> Now when I go to
>create an incident report the SLA selection box is gone, but the label 
> `SLA:' is still
>displayed on the page between `Constituency' and `Customer'. How can I get 
> rid of the label?
> 
> 
> 
>He'd also like me to change the names of some of the fields - e.g. change 
> `How Reported' to
>`Trigger', etc. (his request, not mine). How can I change just the label 
> for a custom field?

There was a bunch of work on supporting changes to CFs in the 2.5
branch, but I don't believe those have trickled down to 2.4 as of yet.

-kevin


pgpQDxYdlQyVb.pgp
Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] RT-Extension-LDAPImport

[Kevin Falcone]

On Mon, Sep 13, 2010 at 09:14:25AM -0500, Peter Barton wrote:
> Anyone have any ideas on this one?

You really should wait more than a single business day before bumping
a question.

This is not currently a feature of LDAPImport.  It is on the
todo list, but I have no idea when the feature will be worked on.

-kevin

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Peter
> Barton
> Sent: Friday, September 10, 2010 8:08 AM
> To: RT-Users@lists.bestpractical.com
> Subject: [rt-users] RT-Extension-LDAPImport
> 
> I have had some really good luck integrating our Active Directory users
> into RT.  However, I was wondering if I could use LDAPImport to import
> from multiple domains?  My Company expands by acquisition and we end up
> having multiple AD Domains out there.  Since we set the configuration
> for LDAPImport in RT_SiteConfig.pm I was wondering if I could put
> multiple locations to poll from?
> 
> Thanks,
> 
> --
> Peter Barton
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


pgpqxHwhkPWGX.pgp
Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] RT-Extension-LDAPImport

[Peter Barton]

Anyone have any ideas on this one?

--
Peter Barton


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Peter
Barton
Sent: Friday, September 10, 2010 8:08 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] RT-Extension-LDAPImport

I have had some really good luck integrating our Active Directory users
into RT.  However, I was wondering if I could use LDAPImport to import
from multiple domains?  My Company expands by acquisition and we end up
having multiple AD Domains out there.  Since we set the configuration
for LDAPImport in RT_SiteConfig.pm I was wondering if I could put
multiple locations to poll from?

Thanks,

--
Peter Barton

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Multiple instances of RT web -> 1 DB

[Jeff Voskamp]

 On 09/13/2010 09:51 AM, Justin Hayes wrote:

Is it ok to have multiple webservers running the front end for an RT instance 
all pointing at the same RT DB?

I assume it should be but just want confirmation first.

Thanks,

Justin
Works just fine.  Makes an easy way to test changes and extensions that 
don't require DB changes.


Jeff

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Multiple instances of RT web -> 1 DB

[Justin Hayes]

Is it ok to have multiple webservers running the front end for an RT instance 
all pointing at the same RT DB?

I assume it should be but just want confirmation first.

Thanks,

Justin

-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Sphinx full-text search engine in RT

[Guadagnino Cristiano]

Hi all,
I just wanted to let everyone know that I have finished integrating the Sphinx 
search engine in our RT.

It is simply great: full-text searches on the whole RT db in just fractions of 
a second!

I am slowly documenting the whole thing on the RT wiki. You can find it by 
looking for "IntegratingSphinx". It is not yet complete though.

I hope it will be useful to somebody else.

Bye
Cris


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Attachments missing in RESOLVED template

[Johan Sjöberg]

Hi.

Normally, the resolve is done as a comment, and the requestor only gets a 
notification that the ticket is resolved. If you want to do it in one step, you 
can click Reply, change status to resolved and add the information that you 
want to send to the requestor. Alternatively, you can click Resolve, and change 
the update type to "Reply to requestors". You can probably change the default 
behavior some way, but I don't know how.

/Johan

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Miroslav Horvath
> Sent: den 13 september 2010 13:05
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Attachments missing in RESOLVED template
> 
> 
> Hello
> 
> We have RT 3.8.4 running. Our users are missing the functionality, that when
> they put ticket to RESOLVED, writing some info into message field, and
> adding some attachments there, then the requestor receive the email but
> WITHOUT attachment.
> 
> How we can change this ?
> 
> Currently we have to make REPLY (with that attachment) and then hitting
> Resolve, but that's 2 steps with 2 emails to the requestor, which can be
> done by only one.
> 
> BR, Miroslav
> --
> View this message in context: http://old.nabble.com/Attachments-missing-
> in-RESOLVED-template-tp29697019p29697019.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Attachments missing in RESOLVED template

[Miroslav Horvath]

Hello

We have RT 3.8.4 running. Our users are missing the functionality, that when
they put ticket to RESOLVED, writing some info into message field, and
adding some attachments there, then the requestor receive the email but
WITHOUT attachment. 

How we can change this ? 

Currently we have to make REPLY (with that attachment) and then hitting
Resolve, but that's 2 steps with 2 emails to the requestor, which can be
done by only one. 

BR, Miroslav
-- 
View this message in context: 
http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29697019.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Highest known ticket count?

[ronald higgins]

Hi Christopher,

>From my side, +- 1.5 million tickets in the DB.
A lot of image attachments and the DB size is around 240GB.

We had some performance issues but partitioning the RT DB boosted the
performance.

Regards

Ronald

On Mon, Sep 13, 2010 at 12:30 PM, Christopher Kunz
 wrote:
>  Hi,
>
> I was wondering what the highest known ticket count for any single (as
> in: one server, no balancing/federation) RT installation is so far... Is
> there any official info on this?
>
> Regards,
>
> --ck
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Highest known ticket count?

[Christopher Kunz]

 Hi,

I was wondering what the highest known ticket count for any single (as
in: one server, no balancing/federation) RT installation is so far... Is
there any official info on this?

Regards,

--ck

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Slow Ticket History 3.8.8

[Justin Hayes]

Nope it's been doing this ever since upgrading to 3.8.8. Putting in those 
changes from Torsten made no difference.

Cheers,

Justin

-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com

On 9 Sep 2010, at 16:19, Raed El-Hames wrote:

> Justin;
> 
> You must have implemented the DEFLATE
> The deflate stops the incremental load not RT .. defalte works by compressing 
> the page and sending the compressed page which the browser then decompress.
> 
> Roy
> 
>> -Original Message-
>> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
>> boun...@lists.bestpractical.com] On Behalf Of Justin Hayes
>> Sent: 09 September 2010 15:19
>> To: Kenneth Marshall
>> Cc: rt-users@lists.bestpractical.com Users
>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>> 
>> I actually liked the incremental page load, as I could read the start of
>> the ticket while the rest was loading, thus saving me a bit of time ;)
>> 
>> However this seems to have stopped since installing 3.8.8.
>> 
>> Justin
>> 
>> -
>> Justin Hayes
>> OpenBet Support Manager
>> justin.ha...@openbet.com
>> 
>> On 9 Sep 2010, at 13:50, Kenneth Marshall wrote:
>> 
>>> One big win with enabling compression was that pages loaded in bigger
>>> pieces and you have less problems with users trying to type in an
>>> page that is unfinished with unpredictable results. With the DEFLATE
>>> on, the page all decompresses on the fast client instead of dribbling
>>> out from the server.
>>> 
>>> Cheers,
>>> Ken
>>> 
>>> On Thu, Sep 09, 2010 at 08:13:28AM +0100, Justin Hayes wrote:
 Aren't those options just compressing the page to send out to the
>> browser and caching the output?
 
 We're on an internal gigabit network so seems unlikely that would help.
>> All our time goes on the server actually building the page to send out I
>> think.
 
 Can try it though :)
 
 Justin
 
 -
 Justin Hayes
 OpenBet Support Manager
 justin.ha...@openbet.com
 
 On 7 Sep 2010, at 12:45, Torsten Brumm wrote:
 
> Hi Justin,
> just created inside a RT Test VM (slow one with 500mb ram) a single
>> ticket with around 60 replies and some comments. Tested the speed with
>> different users
> 
> 1. root user to open this ticket: around 26 sec -> 870 single sql
>> queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
> 2. user with full access (take, own, modify etc): around same time and
>> queries like root (Queries: http://pastebin.com/U0HnPcJL)
> 3. user with less rights (no take, no own, only showticket, seequeue):
>> time around 15 sec and 600 sql queries in around 2 sec! (Queries:
>> http://pastebin.com/fXDHu6im)
> 
> After this the apache starts to render the page from the results and
>> push them to the browser. The page is for my few comments/replies already
>> 206KB without any apache optimizations
> 
> After adding:
> 
>   SetOutputFilter DEFLATE
>   SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-
>> vary
>   SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
>   ExpiresActive On
>   ExpiresByType text/css "A604800"
> 
>   ExpiresByType image/x-icon "A31536000"
>   ExpiresByType image/gif "A604800"
>   ExpiresByType image/jpg "A604800"
>   ExpiresByType image/jpeg "A604800"
> 
>   ExpiresByType image/png "A604800"
>   ExpiresByType application/x-javascript A3600
>   Header set Cache-Control "must-revalidate"
> to the rt vhost, the page load time goes down from 26 sec to 8 sec and
>> from 206 kb to 10kb
> 
> you should try.
> 
> Torsten
> 
> 2010/9/7 Justin Hayes 
> Well we've captured the time for all the queries run for our long
>> ticket (which takes ~20secs to generate).
> 
> Total query time is 0.871493s
> 
> So it's not the DB.
> 
> Justin
> 
> -
> Justin Hayes
> OpenBet Support Manager
> justin.ha...@openbet.com
> 
> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
> 
>> Hi Justin,
>> just found this threat, sounds interessting.
>> 
>> What i read so far: You have 1 quad core system with 8GB RAM, running
>> both WEB and DB, correct?
>> 
>> Think you should follow Raed's hints first to log the queries
>> generated with RT
>> 
>>> In terms of debug; if you have not done this yet enable DBIx-
>> SearchBuilder StatementLog
>>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>> I'm sure you will find some funny queries. Normally the Query Log of
>> default MySQL can only log queries taking longer than a second, but in
>> your case i think, you will have several much faster queries but in
>> summary they