[rt-users] RT intermittent failures due to Mysql problems

[uzee]

I just found out that my post was rejected cause I hadn't subscribed to the
mailing list. My bad, the rejection message actually went to the junk folder
so didn't see it right away. I'm posting this message again.

Hi All, 
I'm hoping someone here could help me out or give any suggestions or advice.
I have inherited an environment where RT was setup as 2 front-end
application servers (round robin via DNS) and 2 mysql db servers (mysql
servers are setup with replication). 
Recently one of our mysql server's root partition bacame full which I think
messed up the replication. Now we are seeing intermittent failures when we
try to access RT. I have attached the error file. 
http://old.nabble.com/file/p30283778/rt_error.txt rt_error.txt 

Google came up with a very simple solution here:
http://www.articlesbase.com/software-articles/rt-couldnt-store-your-session-mysql-error-985674.html
- unfortunately I tried that and it did not work in my case. The mysql
servers are configured with a mysqldump cronjob but for some weird reason
the last good dump for the RT database I have is from a month ago, I would
probably consider that as a LAST resort because if I understand correctly,
restoring from that dump would mean I would lose all the data that was
created after that dump... 

I have tried repairing the tables via mysqlcheck and although it clearly
showed that it did fix issues with the tables... we still see the same RT
error intermittently... (Also, I dont understand why the errors are
intermittent, sometimes it works fine and we can do everything, and then a
few minutes later, its down and shows the error) 

Just wondering if anyone has seen this or can offer any suggestions, I would
truly appreciate it 
thanks very much 
-uzee

-- 
View this message in context: 
http://old.nabble.com/RT-intermittent-failures-due-to-Mysql-problems-tp30283778p30283778.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] rt with freeside

[Kris Germann]

If I'm not mistaken you'll have to start by rebuilding the perl modules..

Ie. make perl-modules, make install-perl-modules, than run edit the toplevel 
Makefile set RT_External=0, RT_Internal=1, make config, and so on...


Kris
Supervisor, Sales & Technical Support
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5

Sent wirelessly from my BlackBerry device on the Bell network.
Envoyé sans fil par mon terminal mobile BlackBerry sur le réseau de Bell.

-Original Message-
From: "Ravi" 
Sender: rt-users-boun...@lists.bestpractical.com
Date: Tue, 23 Nov 2010 11:41:40 
To: 
Subject: [rt-users] rt with freeside

Hi,

i installed freeside in my system, i accedentally set Ticketing system set
to RT_External
 it should be RT_internal,  after setting RT_External my freeside
webinterface not working

 where can i set back to RT_internal

Ravi


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
rt-users-requ...@lists.bestpractical.com
Sent: Tuesday, November 23, 2010 3:24 AM
To: rt-users@lists.bestpractical.com
Subject: RT-Users Digest, Vol 80, Issue 76

Send RT-Users mailing list submissions to
rt-users@lists.bestpractical.com

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
or, via email, send a message with subject or body 'help' to
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You can reach the person managing the list at
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When replying, please edit your Subject line so it is more specific
than "Re: Contents of RT-Users digest..."


Today's Topics:

   1. numeric search RTFM (ingo.it...@ages.de)
   2. Re: ProcessCustomfieldUpdates in a perl shell script
  (Emmanuel Lacour)
   3. Re: RTx::BecomeUser vs RT::Authen::ExternalAuth
  (muell...@aschendorff.de)
   4. RT 3.8.4 - adding comments with Google Chrome (Gary Holmes)
   5. scrip to send email suddenly stopped working (John Alberts)
   6. RT 3.9.6 Search Features Missing. (Roman Steven)
   7. Re: RT 3.9.6 Search Features Missing. (Jesse Vincent)


--

Message: 1
Date: Mon, 22 Nov 2010 13:53:17 +0100
From: ingo.it...@ages.de
To: rt-users@lists.bestpractical.com
Subject: [rt-users] numeric search RTFM
Message-ID:

Content-Type: text/plain; charset="utf-8"

Hello,

i try to search an RTFM Articel with the Topic "Error Number 8016" by i've 
got no results.
I think, if i query a nummer, the system search only Articel Numbers ? 
Is that true and how can i search numeric Phases ?

Greetings from Germany
Ingo

___
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
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Message: 2
Date: Mon, 22 Nov 2010 14:19:37 +0100
From: Emmanuel Lacour 
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ProcessCustomfieldUpdates in a perl shell
script
Message-ID: <20101122131937.gd2...@easter-eggs.com>
Content-Type: text/plain; charset=us-ascii

On Mon, Nov 22, 2010 at 12:06:35PM +0100, Wolfram Huettermann wrote:
> Hello,
> 
> I have got one very short question. Which module should I use and
> which paths should I shift in @INC, so that I can use the function
> ProcessCustomFieldUpdates in a perl shell script, an executable .pl
> from the shell?
> 

it lives in RT::Interface::Web (lib/RT/Interface/Web.pm).



--

Message: 3
Date: Mon, 22 Nov 2010 14:30:54 +0100
From: muell...@aschendorff.de
To: Jerrad Pierce ,
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RTx::BecomeUser vs RT::Authen::ExternalAuth
Message-ID: <20101122143054.77b3b...@braindead.world.tld>
Content-Type: text/plain; charset=US-ASCII

Hello Jerrad,

I installed your BecomeUser version from
http://search.cpan.org/~jpierce/RTx-BecomeUser-1.10_2/
but it does not appear in Configuration -> Tools unfortunately.

I am using rt 3.8.8. with RT::Authen::ExternalAuth could this be the the
problem ?

I believe that files are in place and the permissions are fine. 
Or do I have to put something into the Set(@Plugins, qw/../); array ?

# find $PWD | grep -i Become
/data/rt3/local/man/auto/RTx/BecomeUser
/data/rt3/local/man/auto/RTx/BecomeUser/.packlist
/data/rt3/local/man/man3/RTx::BecomeUser.3pm
/data/rt3/local/plugins/RTx-Beco

Re: [rt-users] Revisiting CommandByMail problem

[Kevin Falcone]

On Mon, Nov 22, 2010 at 02:01:00PM -0800, Kenneth Crocker wrote:
>To List,
> 
>I've continued to have problems with getting an error message from RT when 
> using CommandByMail
>and I found an interesting situation:
> 
>When I create a ticket using email and include many fields (dates and 
> otherwise), the ticket
>is created and I get no error message back.
> 
>When I try to update a ticket using CommandByMail (referencing the ticket 
> in the Subject
>line), the ticket is updated, yet I get an error message back from RT in 
> email stating errord
>for the date fields. Yet the data WAS updated.
> 
>I went to the rt.log and noticed that the update fields get updated, then 
> a transaction Type
>"Correspond" is processed and THEN the error messages get sent.
> 
>I then went to the DataBase and looked at the TRANSACTION Table and found 
> the transactions and
>sure enough, there is a transaction record Type "Set" for each date field 
> and any other fields
>all followed by that "Correspond": Type trans record. I also noticed that 
> regardless of what
>non-date fields I am updating in sequence after the date fields, the 
> transactions for the date
>fields are always processed last just before the transaction type 
> "correspond".
> 
>I just did a complete install of CommandByMail to ensure I hadn't 
> accidentally messed up any
>files.
> 
>So, I have two questions:
> 
>1) Why does the "Create" email work without any error messages and the 
> "Update" work but send
>error messages?
>2) Why would CBM go ahead and update the ticket and then only when it 
> processes the
>"Correspond" transaction decide to send out error messages for the date 
> fields?

If you're passing a correctly formatted Due date on Correspond emails
and getting errors, then that may well be a bug.  Your previous emails
have shown that you weren't passing a valid Due date.

The easiest way to get this fixed is a patch that adds a failing test
to the testsuite.

-kevin


pgp5qgQbld8Ec.pgp
Description: PGP signature

[rt-users] rt with freeside

[Ravi]

Hi,

i installed freeside in my system, i accedentally set Ticketing system set
to RT_External
 it should be RT_internal,  after setting RT_External my freeside
webinterface not working

 where can i set back to RT_internal

Ravi


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
rt-users-requ...@lists.bestpractical.com
Sent: Tuesday, November 23, 2010 3:24 AM
To: rt-users@lists.bestpractical.com
Subject: RT-Users Digest, Vol 80, Issue 76

Send RT-Users mailing list submissions to
rt-users@lists.bestpractical.com

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
or, via email, send a message with subject or body 'help' to
rt-users-requ...@lists.bestpractical.com

You can reach the person managing the list at
rt-users-ow...@lists.bestpractical.com

When replying, please edit your Subject line so it is more specific
than "Re: Contents of RT-Users digest..."


Today's Topics:

   1. numeric search RTFM (ingo.it...@ages.de)
   2. Re: ProcessCustomfieldUpdates in a perl shell script
  (Emmanuel Lacour)
   3. Re: RTx::BecomeUser vs RT::Authen::ExternalAuth
  (muell...@aschendorff.de)
   4. RT 3.8.4 - adding comments with Google Chrome (Gary Holmes)
   5. scrip to send email suddenly stopped working (John Alberts)
   6. RT 3.9.6 Search Features Missing. (Roman Steven)
   7. Re: RT 3.9.6 Search Features Missing. (Jesse Vincent)


--

Message: 1
Date: Mon, 22 Nov 2010 13:53:17 +0100
From: ingo.it...@ages.de
To: rt-users@lists.bestpractical.com
Subject: [rt-users] numeric search RTFM
Message-ID:

Content-Type: text/plain; charset="utf-8"

Hello,

i try to search an RTFM Articel with the Topic "Error Number 8016" by i've 
got no results.
I think, if i query a nummer, the system search only Articel Numbers ? 
Is that true and how can i search numeric Phases ?

Greetings from Germany
Ingo

___
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
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Message: 2
Date: Mon, 22 Nov 2010 14:19:37 +0100
From: Emmanuel Lacour 
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ProcessCustomfieldUpdates in a perl shell
script
Message-ID: <20101122131937.gd2...@easter-eggs.com>
Content-Type: text/plain; charset=us-ascii

On Mon, Nov 22, 2010 at 12:06:35PM +0100, Wolfram Huettermann wrote:
> Hello,
> 
> I have got one very short question. Which module should I use and
> which paths should I shift in @INC, so that I can use the function
> ProcessCustomFieldUpdates in a perl shell script, an executable .pl
> from the shell?
> 

it lives in RT::Interface::Web (lib/RT/Interface/Web.pm).



--

Message: 3
Date: Mon, 22 Nov 2010 14:30:54 +0100
From: muell...@aschendorff.de
To: Jerrad Pierce ,
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RTx::BecomeUser vs RT::Authen::ExternalAuth
Message-ID: <20101122143054.77b3b...@braindead.world.tld>
Content-Type: text/plain; charset=US-ASCII

Hello Jerrad,

I installed your BecomeUser version from
http://search.cpan.org/~jpierce/RTx-BecomeUser-1.10_2/
but it does not appear in Configuration -> Tools unfortunately.

I am using rt 3.8.8. with RT::Authen::ExternalAuth could this be the the
problem ?

I believe that files are in place and the permissions are fine. 
Or do I have to put something into the Set(@Plugins, qw/../); array ?

# find $PWD | grep -i Become
/data/rt3/local/man/auto/RTx/BecomeUser
/data/rt3/local/man/auto/RTx/BecomeUser/.packlist
/data/rt3/local/man/man3/RTx::BecomeUser.3pm
/data/rt3/local/plugins/RTx-BecomeUser
/data/rt3/local/plugins/RTx-BecomeUser/lib
/data/rt3/local/plugins/RTx-BecomeUser/lib/RTx
/data/rt3/local/plugins/RTx-BecomeUser/lib/RTx/BecomeUser.pm
/data/rt3/local/plugins/RTx-BecomeUser/html
/data/rt3/local/plugins/RTx-BecomeUser/html/Admin
/data/rt3/local/plugins/RTx-BecomeUser/html/Admin/Tools
/data/rt3/local/plugins/RTx-BecomeUser/html/Admin/Tools/BecomeUser.html
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Ad
min
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallba

[rt-users] The RT wiki is now on Wikia

[Thomas Sibley]

Links to wiki.bestpractical.com will redirect to the new location of the
pages, and a read-only archive of the old wiki is at located at
http://wiki-archive.bestpractical.com.

Enjoy!

Re: [rt-users] Revisiting CommandByMail problem

[Joe Harris]

I ran into the same issue when trying to set a due date in a reply. But during 
create it works. I got around it by providing my users a php web form that 
generates the email and forces them to set due date and priority at ticket 
creation. There is likely an easier way to do this, but many of the folks here 
that submit tickets aren't RT users, so it works well to drive the users to 
pass the right info when sending in a request. 

Sent from blackberry

-Original Message-
From: Kenneth Crocker 
Sender: rt-users-boun...@lists.bestpractical.com
Date: Mon, 22 Nov 2010 14:01:00 
To: 
Subject: [rt-users] Revisiting CommandByMail problem

To List,

I've continued to have problems with getting an error message from RT when
using CommandByMail and I found an interesting situation:

When I *create* a ticket using email and include many fields (dates and
otherwise), the ticket is created and I get no error message back.

When I try to *update* a ticket using CommandByMail (referencing the ticket
in the Subject line), the ticket is updated, yet I get an error message back
from RT in email stating errord for the date fields. Yet the data WAS
updated.

I went to the rt.log and noticed that the update fields get updated, then a
transaction Type "Correspond" is processed and THEN the error messages get
sent.

I then went to the DataBase and looked at the TRANSACTION Table and found
the transactions and sure enough, there is a transaction record Type "Set"
for each date field and any other fields all followed by that "Correspond":
Type trans record. I also noticed that regardless of what non-date fields I
am updating in sequence after the date fields, the transactions for the date
fields are always processed last just before the transaction type
"correspond".

I just did a complete install of CommandByMail to ensure I hadn't
accidentally messed up any files.

So, I have two questions:

1) Why does the "Create" email work without any error messages and the
"Update" work but send error messages?
2) Why would CBM go ahead and update the ticket and then only when it
processes the "Correspond" transaction decide to send out error messages for
the date fields?

Any and all help will be greatly appreciated.

Kenn
LBNL

Re: [rt-users] RT 3.9.6 Search Features Missing.

[Christian Loos]

I was using bin/webmux.pl and some menu items was gone.

I also remember problems with the upgrade from 3.8.? to 3.9.6 (I can'
remember what it was exactly) but i recall a small note from the 3.6 to
3.8 upgrade: don't upgrade, install new.
/opt/rt4 would be also a nice place :)

Am 22.11.2010 22:55, schrieb Jesse Vincent:
> Were you using leftover mason_handlers in bin/ or had you adjusted to use the 
> new variants in sbin?
> 
> I suppose it's time to make RT4 install into /opt/rt4 ;)
>> > 

[rt-users] Revisiting CommandByMail problem

[Kenneth Crocker]

To List,

I've continued to have problems with getting an error message from RT when
using CommandByMail and I found an interesting situation:

When I *create* a ticket using email and include many fields (dates and
otherwise), the ticket is created and I get no error message back.

When I try to *update* a ticket using CommandByMail (referencing the ticket
in the Subject line), the ticket is updated, yet I get an error message back
from RT in email stating errord for the date fields. Yet the data WAS
updated.

I went to the rt.log and noticed that the update fields get updated, then a
transaction Type "Correspond" is processed and THEN the error messages get
sent.

I then went to the DataBase and looked at the TRANSACTION Table and found
the transactions and sure enough, there is a transaction record Type "Set"
for each date field and any other fields all followed by that "Correspond":
Type trans record. I also noticed that regardless of what non-date fields I
am updating in sequence after the date fields, the transactions for the date
fields are always processed last just before the transaction type
"correspond".

I just did a complete install of CommandByMail to ensure I hadn't
accidentally messed up any files.

So, I have two questions:

1) Why does the "Create" email work without any error messages and the
"Update" work but send error messages?
2) Why would CBM go ahead and update the ticket and then only when it
processes the "Correspond" transaction decide to send out error messages for
the date fields?

Any and all help will be greatly appreciated.

Kenn
LBNL

Re: [rt-users] RT 3.9.6 Search Features Missing.

[Jesse Vincent]

On Mon, Nov 22, 2010 at 10:52:26PM +0100, Christian Loos wrote:
> I also noticed some menu items to disappear after trying the 3.9.6.
> 
> The problem was, that I had the old apache config (modperl 2) from 3.8.
> After changing the config described at docs/web_deployment.pod, the menu
> items appeared back.

Were you using leftover mason_handlers in bin/ or had you adjusted to use the 
new variants in sbin?

I suppose it's time to make RT4 install into /opt/rt4 ;)
> 
> -Chris
> 
> Am 22.11.2010 17:24, schrieb Jesse Vincent:
> > 
> > 
> > 
> > On Mon, Nov 22, 2010 at 11:20:06AM -0500, Roman Steven wrote:
> >> Hi,
> >>
> >> I installed RT 3.9.6 on a Ubuntu 10 server, and so far I like it.
> >>
> >> What I am not seeing is the ability to click on the search link
> >> features like edit search , advanced, show results and bulk update.
> >>
> >> I do see html under /opt/rt3/share/html/Search, just not in the menus.
> >>
> >> Do I  need to configure those features?
> >>
> > 
> > Here's what I see under the web2 and aileron themes.
> > http://fsck.com/~jesse/tmp/2010-11-22/16eca341-4b44-40c0-ab67-2fc6572070e3/web2.png
> > http://fsck.com/~jesse/tmp/2010-11-22/d3929014-9e2e-4c04-abbd-4a3b08e6b127/aileron.png
> > 
> > What do you see?
> > 
> > 
> > Best,
> > Jesse
> > 
> 

-- 

Re: [rt-users] RT 3.9.6 Search Features Missing.

[Christian Loos]

I also noticed some menu items to disappear after trying the 3.9.6.

The problem was, that I had the old apache config (modperl 2) from 3.8.
After changing the config described at docs/web_deployment.pod, the menu
items appeared back.

-Chris

Am 22.11.2010 17:24, schrieb Jesse Vincent:
> 
> 
> 
> On Mon, Nov 22, 2010 at 11:20:06AM -0500, Roman Steven wrote:
>> Hi,
>>
>> I installed RT 3.9.6 on a Ubuntu 10 server, and so far I like it.
>>
>> What I am not seeing is the ability to click on the search link
>> features like edit search , advanced, show results and bulk update.
>>
>> I do see html under /opt/rt3/share/html/Search, just not in the menus.
>>
>> Do I  need to configure those features?
>>
> 
> Here's what I see under the web2 and aileron themes.
> http://fsck.com/~jesse/tmp/2010-11-22/16eca341-4b44-40c0-ab67-2fc6572070e3/web2.png
> http://fsck.com/~jesse/tmp/2010-11-22/d3929014-9e2e-4c04-abbd-4a3b08e6b127/aileron.png
> 
> What do you see?
> 
> 
> Best,
> Jesse
> 

Re: [rt-users] RT and Plesk on same Server

[Jesse Vincent]

On Sun, Nov 21, 2010 at 11:01:25PM +0100, Christian Wawrzinek wrote:
> Hello everyone,
> 
> we are currently running Plesk (9.5.2) on our Debian Server. A while ago
> we looked more closly into RT.
> The question is, is it possible to have Plesk and RT installed on the same
> server?
> The reason we want to do this, is that we, yet, do not know if our
> customers will accept RT and we would like to keep our existing
> infrastructure as it is.

That should be absolutely fine. There's nothing particularly special about 
doing so, as far as I know.

Best,
Jesse

> 
> Currently issues are reported to supp...@sld.tld and if possible we would
> like to keep it that way (no extra subdomain like rt.sld.tld).
> 
> Hints on where to start looking are appreciated as well.
> 
> Thank you for your help,
> 
> Chris
> 

-- 

Re: [rt-users] RT 3.8.4 - adding comments with Google Chrome

[Jesse Vincent]

I've seen this with very recent versions of Chrome and RT's RichText composer  
on a variety of versions of RT. I'm not yet sure what they changed, but we're 
looking into it.


On Mon, Nov 22, 2010 at 02:26:26PM +, Gary Holmes wrote:
> Hi all,
> 
> We're using RT 3.8.4 on Ubuntu 10.10. I've noticed recently that the
> textarea that is used to input comments on tickets is not displaying when
> I'm using Google Chrome. I have 9.0.587.0 but the issue occurred on releases
> prior to that. Nothing has changed for our setup except the updates to
> Chrome, so I'm assuming that it's related.
> 
> If I use IE or Firefox - no problem.
> 
> From the source produced by .../Ticket/Update.html, in firefox:
> 
>  "UpdateContent">
> 
> In Chrome:
> 
>  id="UpdateContent" style="display: none; ">
> 
> I suspect this behavior is programmed in. It used to work OK. Is there
> a workaround or a fix for this?
> 
> Thanks,
> 
> Gary

-- 

Re: [rt-users] [fwd] Re: RT Mobile UI 0.99 (from: g.bo...@lboro.ac.uk)

[Jesse Vincent]

Garry,

In our testing, this works fine. Perhaps you have the old version stuck in your 
Mason cache?

> - Forwarded message from "G.Booth"  -
> 
> Date: Mon, 22 Nov 2010 10:29:34 +
> From: "G.Booth" 
> To: Jesse Vincent 
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RT Mobile UI 0.99
> X-Mailer: CommuniGate Pro Pronto 2.2
> 
> Hi Jesse
> 
> Second issue  (not using a mobile link) is fixed.
> First issue still remains. Im hand crafting a url for testing on our
> test system  of this format (taken from our live system outgoing
> emails):
> 
> https://testsystem/Ticket/Display.html?id=175671
> 
> Is this sort of URL still valid?
> It doesnt error, just takes me to the mobile index page
> 
> regards
> Garry
> 
> 
> On Fri, 19 Nov 2010 13:13:31 -0500
>  Jesse Vincent  wrote:
> > I've just pushed 1.00 to CPAN. tell me if it deals right.
> > 
> > 
> > On Tue, Nov 16, 2010 at 09:02:18AM +, G.Booth wrote:
> >> Hi Jason
> >> 
> >> >I asked the same thing last week, but updating to version 0.99
> >> >from CPAN fixed it for me, the mobile browser is automatically
> >> >redirected to the mobile ticket show URL.
> >> 
> >> It seems to be semi-fixed for me, used to get the error that's
> >> been
> >> discussed:
> >> 
> >> Can't call method "id" on an undefined value at 
> >> /opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial
> >> line 4.
> >> 
> >> This has now stopped, but I cant get the url to go to the ticket
> >> :-[
> >> 
> >> >
> >> >I am seeing the same problem that John Arends reported though,
> >> the
> >> >link to switch to the full interface does not work for me.  I
> >> >tried adding a / after m, but it didn't fix it for me. However,
> >> >if I add the full /index.html after the m, then it does work for
> >> >me:
> >> >
> >> >RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1
> >> >
> >> >~Jason
> >> 
> >> Got this one too :-[
> >> 
> >> regards
> >> 
> >> garry
> > 
> > -- 
> 
> 
> --
> 
> Dr Garry Booth
> IT Services
> Loughborough University
> 
> - End forwarded message -
> 
> -- 

-- 

Re: [rt-users] User Display List Restriction..

[Josh Narins]

We set up all permissions at the Global->Groups level. Owners can see, see 
comments, reply and delete tickets. The CC:s can see, comment and reply. 
AdminCC is the group of users who work on each queue. They have lots of rights, 
most importantly Own, Steal and Take ticket.

Then, I just make a set of users "watchers" on the queue at the AdminCC level 
and the list of assignable users is set up correctly.



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 Narayanaswamy, 
Nagaraj
Sent: Monday, November 22, 2010 11:41 AM
To: rt-users@lists.bestpractical.com
Cc: Narayanaswamy, Nagaraj; Blau, Eric
Subject: [rt-users] User Display List Restriction..

Hello RT Gurus,

A RT newbie question..

Is there a way to restrict the list of users to only the users of the queue??  
We have several queues here and when a tickets comes into a particular queue, 
and if a person managing the queue for that day wants to assign the ticket to a 
particular user, all the users registered in RT are displayed, which might be 
the entire company .

 Instead here we would like to restrict it to only the users with authority to 
work on the queue.

Thanks,

Re: [rt-users] Child Tickets

[Emmanuel Lacour]

On Mon, Nov 22, 2010 at 08:59:24AM -0800, Kurt Engle wrote:
>I am looking for the ability to create a ticket in a Q that references a
>previously created ticket in a different Q. Basically, I want to be able
>to have a user create a ticket in. say, a Desktop Support Q and have the
>support tech be able to 'escalate' the ticket to a different Q but have
>the original ticket left in the Desktop Support Q. I need all
>correspondence with the enduser to look like it is coming from the
>original ticket in the Desktop Q.
> 
>I believe that I am describing a 'child' ticket situation here, right? I
>can see how to create a child ticket, but I am unable to create this child
>ticket in a Q that is different from the original ticket's Q. Is this
>simply a rights issue for me? I have messed with the rights with no
>success. I am able to completely move the ticket from one Q to another,
>but the child ticket process is eluding me.
> 

you wan't this extension
http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/

;)

[rt-users] Child Tickets

[Kurt Engle]

I am looking for the ability to create a ticket in a Q that references a 
previously created ticket in a different Q. Basically, I want to be able to 
have a user create a ticket in. say, a Desktop Support Q and have the support 
tech be able to 'escalate' the ticket to a different Q but have the original 
ticket left in the Desktop Support Q. I need all correspondence with the 
enduser to look like it is coming from the original ticket in the Desktop Q. 

I believe that I am describing a 'child' ticket situation here, right? I can 
see how to create a child ticket, but I am unable to create this child ticket 
in a Q that is different from the original ticket's Q. Is this simply a rights 
issue for me? I have messed with the rights with no success. I am able to 
completely move the ticket from one Q to another, but the child ticket process 
is eluding me. 

Thanks for any help, 

Kurt Engle 

Re: [rt-users] RT and Plesk on same Server

[John Arends]

Without sounding too snarky, to me this is like asking if it is ok to 
keep a bag of apples and some beef in the same fridge. They have nothing 
to do with each other.


You can use whatever email address you want. We have a nice 
supp...@domain.tld address that just forwards to 
supp...@rt.server.long.url.domain.tld and nobody is the wiser.


On 11/21/10 4:01 PM, Christian Wawrzinek wrote:

Hello everyone,

we are currently running Plesk (9.5.2) on our Debian Server. A while ago
we looked more closly into RT.
The question is, is it possible to have Plesk and RT installed on the same
server?
The reason we want to do this, is that we, yet, do not know if our
customers will accept RT and we would like to keep our existing
infrastructure as it is.

Currently issues are reported to supp...@sld.tld and if possible we would
like to keep it that way (no extra subdomain like rt.sld.tld).

Hints on where to start looking are appreciated as well.

Thank you for your help,

Chris

Re: [rt-users] User Display List Restriction..

[John Arends]

Everyone in your entire company has the ability to own tickets in every 
queue? Sounds like you need to adjust your permissions.


On 11/22/10 10:40 AM, Narayanaswamy, Nagaraj wrote:


Hello RT Gurus,

A RT newbie question..

Is there a way to restrict the list of users to only the users of the 
queue??  We have several queues here and when a tickets comes into a 
particular queue, and if a person managing the queue for that day 
wants to assign the ticket to a particular user, all the users 
registered in RT are displayed, which might be the entire company .


 Instead here we would like to restrict it to only the users with 
authority to work on the queue.


Thanks,




--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign

[rt-users] User Display List Restriction..

[Narayanaswamy, Nagaraj]

Hello RT Gurus,

A RT newbie question..

Is there a way to restrict the list of users to only the users of the queue??  
We have several queues here and when a tickets comes into a particular queue, 
and if a person managing the queue for that day wants to assign the ticket to a 
particular user, all the users registered in RT are displayed, which might be 
the entire company .

 Instead here we would like to restrict it to only the users with authority to 
work on the queue.

Thanks,

Re: [rt-users] RT 3.9.6 Search Features Missing.

[Jesse Vincent]

On Mon, Nov 22, 2010 at 11:20:06AM -0500, Roman Steven wrote:
> Hi,
> 
> I installed RT 3.9.6 on a Ubuntu 10 server, and so far I like it.
> 
> What I am not seeing is the ability to click on the search link
> features like edit search , advanced, show results and bulk update.
> 
> I do see html under /opt/rt3/share/html/Search, just not in the menus.
> 
> Do I  need to configure those features?
> 

Here's what I see under the web2 and aileron themes.
http://fsck.com/~jesse/tmp/2010-11-22/16eca341-4b44-40c0-ab67-2fc6572070e3/web2.png
http://fsck.com/~jesse/tmp/2010-11-22/d3929014-9e2e-4c04-abbd-4a3b08e6b127/aileron.png

What do you see?


Best,
Jesse

[rt-users] RT 3.9.6 Search Features Missing.

[Roman Steven]

Hi,

I installed RT 3.9.6 on a Ubuntu 10 server, and so far I like it.

What I am not seeing is the ability to click on the search link
features like edit search , advanced, show results and bulk update.

I do see html under /opt/rt3/share/html/Search, just not in the menus.

Do I  need to configure those features?

I am logged in with root and with an account with super user features.

Thanks,
R.S.

[rt-users] scrip to send email suddenly stopped working

[John Alberts]

I have a scrip working on the 'on create' condition and set to 'send email' 
action to our group email address, so that we are notified when a new ticket is 
created.  It's been working great until last Friday.  All of a sudden I noticed 
we stopped getting these emails from RT.  The only thing that changed on the 
system is that I added another scrip with a 'user defined' condition.  I wasn't 
sure if that condition failing would cause RT to stop processing the other 
scrips, so I deleted that new scrip in an attempt to fix the problem.  It 
didn't help.
I enabled debug logging to a file.  I can see the following in the log file 
when I create a new ticket.

[Mon Nov 22 14:54:09 2010] [debug]: Found 6 scrips for TransactionCreate stage 
with applicable type(s) Create (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 22 14:54:09 2010] [debug]: About to commit scrips for transaction 
#8397 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
[Mon Nov 22 14:54:09 2010] [debug]: Committing scrip #3 on txn #8397 of ticket 
#431 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)


and I see 2 messages further down like 'Committing scrip #x', but it never does 
scrip #12, which is the one that sends an email to our group.  The other odd 
thing is that I only have 3 scrips for 'TransactionCreate' stage, not 6.

Any ideas how I can further troubleshoot this?

Thanks


-- 
John Alberts
Hosted Services
Exlibris USA
john.albe...@exlibrisgroup.com

[rt-users] RT 3.8.4 - adding comments with Google Chrome

[Gary Holmes]

Hi all,

We're using RT 3.8.4 on Ubuntu 10.10. I've noticed recently that the
textarea that is used to input comments on tickets is not displaying when
I'm using Google Chrome. I have 9.0.587.0 but the issue occurred on releases
prior to that. Nothing has changed for our setup except the updates to
Chrome, so I'm assuming that it's related.

If I use IE or Firefox - no problem.

>From the source produced by .../Ticket/Update.html, in firefox:



In Chrome:



I suspect this behavior is programmed in. It used to work OK. Is there
a workaround or a fix for this?

Thanks,

Gary

Re: [rt-users] RTx::BecomeUser vs RT::Authen::ExternalAuth

[muellejo]

Hello Jerrad,

I installed your BecomeUser version from 
http://search.cpan.org/~jpierce/RTx-BecomeUser-1.10_2/
but it does not appear in Configuration -> Tools unfortunately.

I am using rt 3.8.8. with RT::Authen::ExternalAuth could this be the the 
problem ?

I believe that files are in place and the permissions are fine. 
Or do I have to put something into the Set(@Plugins, qw/../); array ?

# find $PWD | grep -i Become
/data/rt3/local/man/auto/RTx/BecomeUser
/data/rt3/local/man/auto/RTx/BecomeUser/.packlist
/data/rt3/local/man/man3/RTx::BecomeUser.3pm
/data/rt3/local/plugins/RTx-BecomeUser
/data/rt3/local/plugins/RTx-BecomeUser/lib
/data/rt3/local/plugins/RTx-BecomeUser/lib/RTx
/data/rt3/local/plugins/RTx-BecomeUser/lib/RTx/BecomeUser.pm
/data/rt3/local/plugins/RTx-BecomeUser/html
/data/rt3/local/plugins/RTx-BecomeUser/html/Admin
/data/rt3/local/plugins/RTx-BecomeUser/html/Admin/Tools
/data/rt3/local/plugins/RTx-BecomeUser/html/Admin/Tools/BecomeUser.html
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements/UserTabs
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements/UserTabs/Default
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements/ToolTabs
/data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements/ToolTabs/Default

Or is there another way using RT::Authen::ExternalAuth to become someone else 
in rt to test the permissions etc
without having to change the password of the user ?

Thanks in advance
Joe

Re: [rt-users] ProcessCustomfieldUpdates in a perl shell script

[Emmanuel Lacour]

On Mon, Nov 22, 2010 at 12:06:35PM +0100, Wolfram Huettermann wrote:
> Hello,
> 
> I have got one very short question. Which module should I use and
> which paths should I shift in @INC, so that I can use the function
> ProcessCustomFieldUpdates in a perl shell script, an executable .pl
> from the shell?
> 

it lives in RT::Interface::Web (lib/RT/Interface/Web.pm).

[rt-users] numeric search RTFM

[Ingo . Itter]

Hello,

i try to search an RTFM Articel with the Topic "Error Number 8016" by i've 
got no results.
I think, if i query a nummer, the system search only Articel Numbers ? 
Is that true and how can i search numeric Phases ?

Greetings from Germany
Ingo

___
Geschäftsführer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134

Re: [rt-users] ProcessCustomfieldUpdates in a perl shell script

[Josh Narins]

find . -type f | xargs grep "sub ProcessCustomFieldUpdates"

at the top of your RT install tree, should do the trick.

>

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

SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com


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.-Original 
Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Wolfram Huettermann
> Sent: Monday, November 22, 2010 6:07 AM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] ProcessCustomfieldUpdates in a perl shell script
>
> Hello,
>
> I have got one very short question. Which module should I use and which
> paths should I shift in @INC, so that I can use the function
> ProcessCustomFieldUpdates in a perl shell script, an executable .pl
> from
> the shell?
>
> I have not received any information by the internet, yet.
>
> Thanks in advance,
>
> Wolfram
>

[rt-users] Problems with user custom fields still unaswered #1

[Wolfram Huettermann]

Hello,


It is sorry that nobody has answered this problem, yet. I will  
describe it again:


I habe a use with the real name "Max Mustermann" with the id #13159. He 
possesses a  user custom field  with  the  id #17 and the name "test". 
It is a text field and its value is "foo".  It is supposed to be empty 
for all other users.


One day, I change that costumfield of that user to "bar" and I have a 
collection of Users called $Users which I intend to limit that way:


$Users->LimitCustomField(
  "CUSTOMFIELD" => 17,
  "OPERATOR" => "=",
  "VALUE" => "foo");

The very trouble is that this collection still enlists "Max Mustermann" 
as "foo" is a former customfield value of the customfield #17.


This is not  very helpful. Nevertheless, I want to enlist all users 
whose CURRENT value of  customfield  #17 is "foo". Is it possible?  Or 
is it impossible?


Thanks in advance,


Wolfram

[rt-users] ProcessCustomfieldUpdates in a perl shell script

[Wolfram Huettermann]

Hello,

I have got one very short question. Which module should I use and which 
paths should I shift in @INC, so that I can use the function 
ProcessCustomFieldUpdates in a perl shell script, an executable .pl from 
the shell?


I have not received any information by the internet, yet.

Thanks in advance,

Wolfram

Re: [rt-users] Add group membership via CLI

[tanguy.lagroy]

Thanks Emmanuel,

It works fine.

Here's my script (for everybody) reading a CSV file (also used by a 
rtadduser.sh script) :

#!/usr/bin/perl -w
# Utilisation : ./rtgroupmember.pl GROUPNAME
# Attention : Le fichier list.txt doit être correctement rempli

use strict;
use lib "/opt/rt3/lib";
use RT;
use RT::User;
use RT::Interface::CLI;

RT::LoadConfig();
RT::Init();

my ($file, $field1, $field2, $field3, $field4, $field5, $field6);
my $user = new RT::User($RT::SystemUser);
my $group = new RT::Group($RT::SystemUser);
my $inputgroup = $ARGV[0];

$group->LoadUserDefinedGroup( $inputgroup );
$file = '/home/ipoc/scripts/list.txt';

open (F, $file) || die ("Could not open $file!");

while ()
{
  ($field1, $field2, $field3, $field4, $field5, $field6) = split(',', $_);
  $user->Load( $field1 );
  $group->AddMember( $user->PrincipalObj->Id );
  #print $user->PrincipalObj->Id ."\n";
}

close (F);


The CSV file contain :
# name,email,password,organization,realname,privileged(0-1)
user.example,u...@domain,x,domain,User EXAMPLE,1

Best Regards,
Tanguy

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: vendredi 19 novembre 2010 20:08
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Add group membership via CLI

On Fri, Nov 19, 2010 at 06:16:08PM +, tanguy.lag...@bt.com wrote:
> Thanks for your help Emmanuel. 
> What's the better ? Perl script or mysql script ?
> 

Perl script using the RT API, sample untested code, without error
checking (get it with ($val, $msg) = method; die $msg unless ( $val ); ):

#!/usr/bin/perl -w

use strict;
use lib "/home/rt/rt/lib";
use RT;
use RT::Interface::CLI qw( CleanEnv );

CleanEnv();
RT::LoadConfig();
RT::Init();

my $User = RT::User->new ( $RT::SystemUser );
$User->Create( Name => NAME, EmailAddress => EMAIL, ... );

my $Group = RT::Group->new ( $RT::SystemUser );
$Group->LoadUserDefinedGroup( GROUPNAME );

$Group->AddMember( $User->PrincipalObj->Id );

Re: [rt-users] RT Mobile UI 0.99

[G.Booth]

Hi Jesse

Second issue  (not using a mobile link) is fixed.
First issue still remains. Im hand crafting a url for testing on our test 
system  of this format (taken from our live system outgoing emails):


https://testsystem/Ticket/Display.html?id=175671

Is this sort of URL still valid?
It doesnt error, just takes me to the mobile index page

regards
Garry


On Fri, 19 Nov 2010 13:13:31 -0500
 Jesse Vincent  wrote:
I've just pushed 1.00 to CPAN. tell me if it deals 
right.



On Tue, Nov 16, 2010 at 09:02:18AM +, G.Booth wrote:

Hi Jason

>I asked the same thing last week, but updating to 
version 0.99
>from CPAN fixed it for me, the mobile browser is 
automatically

>redirected to the mobile ticket show URL.

It seems to be semi-fixed for me, used to get the error 
that's been

discussed:

Can't call method "id" on an undefined value at 
/opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial

line 4.

This has now stopped, but I cant get the url to go to 
the ticket :-[


>
>I am seeing the same problem that John Arends reported 
though, the
>link to switch to the full interface does not work for 
me.  I
>tried adding a / after m, but it didn't fix it for me. 
However,
>if I add the full /index.html after the m, then it does 
work for

>me:
>
>RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1
>
>~Jason

Got this one too :-[

regards

garry


--



--

Dr Garry Booth
IT Services
Loughborough University