Re: [rt-users] Email Queue Routing

2011-01-20 Thread Raed El-Hames
Pierre:

my $queues = new RT::Queues(RT::SystemUser);
is fine but you need to limit
Just add
$queues-UnLimit;

my $queues = new RT::Queues(RT::SystemUser);
$queues-UnLimit;
foreach my $queue ($queues-Next) {

}

By the way , a comment on your next bit, I am just curious why you build a hash 
, then you go through it looking for a match??
Why don't you do
foreach my $queue ($queues-Next) {
my $blah = $queue-FirstCustomFieldValue('MailDomain') ;
If ($self-TicketObj-RequestorAddresses =~ /^.*?${$blah}/) {
   $self-TicketObj-SetQueue($queue-id);
   return;
}
}

Roy

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Pierre Buhas
Sent: 20 January 2011 09:14
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email Queue Routing

This is my loop on the queues which is not working..

my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {


there must be some mistake above. Is the creation of my variable $queues 
correct ?

I also tried the following:

my $queues = new RT::Queues(RT::SystemUser);
while ( my $queue = $queues-Next ) {

but it did not work better. So that's why I suspect this is the way I get the 
list of queues which is not the way it should be..

Any idea ?

Thanks

Pierre BUHAS
+353 1 217 8422

Duolog Technologies


On 19 January 2011 21:43, Kevin Falcone 
falc...@bestpractical.commailto:falc...@bestpractical.com wrote:
On Wed, Jan 19, 2011 at 02:09:38PM +, Pierre Buhas wrote:
my %domain_map = ();
my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {
$domain_map { $queue-FirstCustomFieldValue('MailDomain') } = $queue-Name;
}
That really wants to be a while ( my $queue = $queues-Next ) {

The new is really old-style but should be fine

-kevin



[rt-users] Two separate tickets for one mail

2011-01-20 Thread Martin Drasar
Hello everyone,

I would like to ask you how I can create two tickets from one mail.

The reason is that we often receive copyright infringment notices and
then follow this workflow:

- autoreply to complainant that we have taken care of it
- contact the administrator that is responsible for the part of network
the infringement took place in
- wait for the administrator to do his job
- close the ticket after receiving reply from administrator

Our network is part of a bigger network and many mails that end up in
our abuse inbox end up also in the abuse inbox for the bigger network.
We used to add them to CC of the mail that goes to complainant so that
they can close their ticket. However, they started in good faith to
reply to that mail and their reply is resent to the administrator
mentioned before, which is something we do not want.

We have figured that the most sytematic solution would be to create two
tickets in such cases. One ticket for communication with external
entities and one for internal communication.

I am not sure how exactly to do it and if it is really that good idea
though. Does anyone of you have simillar setup? What and how would you
suggest to do it?

Thanks,
Martin

-- 
Mgr. Martin Drasar   dra...@ics.muni.cz
CSIRT-MU, Network Security Department  http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
   PGP Key ID: 0xB2761CDE


Re: [rt-users] Two separate tickets for one mail

2011-01-20 Thread Steve Anderson
One option is to use a scrip tied to the creation of a ticket.

We've got a workflow on our advert management queue, which creates a child 
ticket to remove an advert. It checks for Set-Removal: followed by a unix 
timestamp, and if it exist, a child ticket is created. There's a snippet of the 
code below. It's in Custom action preparation code. Condition on create, action 
user defined.



if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) {
my $removaldate = RT::Date-new($RT::SystemUser);
  my $starts = RT::Date-new($RT::SystemUser);
  $removaldate-Set(Format='unix', Value=$1);
  my $rdate=$removaldate-ISO;
  $starts-Set(Format='unix', Value=$removaldate-AddDays(-7));
  my $childticket=new RT::Ticket($RT::SystemUser);
  $childticket-Create(Queue=WebChange,
   Requestor=$self-TicketObj-RequestorAddresses,
   Subject=Remove Advert,
   Due=$rdate,
   Starts=$starts-ISO
   );
  $childticket-AddLink(Type=MemberOf,Target=$self-TicketObj-id)
}


Steve Anderson

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Martin Drasar
Sent: 20 January 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Two separate tickets for one mail

Hello everyone,

I would like to ask you how I can create two tickets from one mail.

The reason is that we often receive copyright infringment notices and
then follow this workflow:

- autoreply to complainant that we have taken care of it
- contact the administrator that is responsible for the part of network
the infringement took place in
- wait for the administrator to do his job
- close the ticket after receiving reply from administrator

Our network is part of a bigger network and many mails that end up in
our abuse inbox end up also in the abuse inbox for the bigger network.
We used to add them to CC of the mail that goes to complainant so that
they can close their ticket. However, they started in good faith to
reply to that mail and their reply is resent to the administrator
mentioned before, which is something we do not want.

We have figured that the most sytematic solution would be to create two
tickets in such cases. One ticket for communication with external
entities and one for internal communication.

I am not sure how exactly to do it and if it is really that good idea
though. Does anyone of you have simillar setup? What and how would you
suggest to do it?

Thanks,
Martin

--
Mgr. Martin Drasar   dra...@ics.muni.cz
CSIRT-MU, Network Security Department  http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
   PGP Key ID: 0xB2761CDE

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Re: [rt-users] Two separate tickets for one mail

2011-01-20 Thread Martin Drasar
Dne 20.1.2011 16:00, Steve Anderson napsal(a):
 One option is to use a scrip tied to the creation of a ticket.
 
 We've got a workflow on our advert management queue, which creates a child 
 ticket to remove an advert. It checks for Set-Removal: followed by a unix 
 timestamp, and if it exist, a child ticket is created. There's a snippet of 
 the code below. It's in Custom action preparation code. Condition on create, 
 action user defined.
 
 
 
 if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) {
 my $removaldate = RT::Date-new($RT::SystemUser);
   my $starts = RT::Date-new($RT::SystemUser);
   $removaldate-Set(Format='unix', Value=$1);
   my $rdate=$removaldate-ISO;
   $starts-Set(Format='unix', Value=$removaldate-AddDays(-7));
   my $childticket=new RT::Ticket($RT::SystemUser);
   $childticket-Create(Queue=WebChange,
Requestor=$self-TicketObj-RequestorAddresses,
Subject=Remove Advert,
Due=$rdate,
Starts=$starts-ISO
);
   $childticket-AddLink(Type=MemberOf,Target=$self-TicketObj-id)
 }
 
 
 Steve Anderson

Hi Steve,

thanks for the code, it looks good. I think that it should be pretty
straightforward from now.

Martin

-- 
Mgr. Martin Drasar   dra...@ics.muni.cz
CSIRT-MU, Network Security Department  http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
   PGP Key ID: 0xB2761CDE


[rt-users] JSGantt question

2011-01-20 Thread Josh Narins
First, thanks to RT, and thanks to the contributor to the JSGantt extension. It 
has impressed management and it is going to give them more than they expected, 
in terms of seeing what is going on, what has been going on, and estimating 
what is going to be happening, and how soon.

I need to modify JSGantt a bit, because my tickets are really keyed off 
Estimated Work Hours and Priorities. So, the estimated start date for my 4th 
highest priority ticket is based on the amount of business hours it is expected 
my first three tickets to take, and the estimated completion date of my 4th 
highest priority ticket is some time after that. If the ticket is estimated to 
take 40 hours,  then the completion date should be 1 week later than the 
calculated start date.

I also want the Gantt chart to have some markings on each day the ticket is 
worked. I have the team use Tools-My Day at the end of each day and, even if 
they don't add a comment, I make sure it is recorded as a transaction (the 
comment defaults to No Comment, which leads to the right code path). Maybe 
even proportional to the number of hours entered.

I think changing the % Comp. field to be 100*((Est. Hours - Hours 
Worked)/Est. Hours) should be pretty easy, and I just have to configure 
something to send me an email when Hours Worked becomes greater than Hours 
Estimated.


If anyone has made some modifications like this, please let me know before I 
begin.

Thanks in advance,







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.comhttp://www.seniorbridge.com/

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Re: [rt-users] Manually creating a user in RT's db (MySQL)

2011-01-20 Thread Alberto Vazquez
Thank you Sir, I will give it a try.  I was under the impression that this
is for users with the need to access RT, since this external just needs to
be able to send an email to RT and get a ticket create.

I will give a shot and see if it does the trick.  I will let you know how it
tuns out.

Alberto

On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone falc...@bestpractical.comwrote:

  On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote:
 Guys,
 I am new to RT and a novice on MySQL. Currently, we do not allow auto
 create for external
 senders to any of our Q's, but one of our departments want to use RT
 to start receiving emails
 (tickets) from an external source.
 My questions is, if I create this external entity in the RT database,
 would RT accept that,
 and if so, how in the heck do I create that entry in MySQL, with the
 right permissions?

 You should be able to do this from Configuration - Users - Create

 -kevin




-- 
Alberto Vazquez-Dzul
Email:  beto...@gmail.com
Mobile:  (805) 444-0835
GVoice: (805) 768-4798


Re: [rt-users] Manually creating a user in RT's db (MySQL)

2011-01-20 Thread Nicolas GUIOT
We usually setup our RT mail server to accept emails only from domain/user that 
are allowed to. 
In exim, we have an acl looking like this : 

  drop
!senders = ·*@mydomain.com:my_allowed_u...@hisdomain.com

On Thu, 20 Jan 2011 08:49:50 -0800
Alberto Vazquez wrote:

 Thank you Sir, I will give it a try.  I was under the impression that
 this is for users with the need to access RT, since this external
 just needs to be able to send an email to RT and get a ticket create.
 
 I will give a shot and see if it does the trick.  I will let you know
 how it tuns out.
 
 Alberto
 
 On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone
 falc...@bestpractical.comwrote:
 
   On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote:
  Guys,
  I am new to RT and a novice on MySQL. Currently, we do not
   allow auto
  create for external
  senders to any of our Q's, but one of our departments want to
   use RT
  to start receiving emails
  (tickets) from an external source.
  My questions is, if I create this external entity in the RT
   database,
  would RT accept that,
  and if so, how in the heck do I create that entry in MySQL,
   with the
  right permissions?
 
  You should be able to do this from Configuration - Users - Create
 
  -kevin
 
 
 
 



--
Nicolas GUIOT
Risc Group - Service Production Exploitation
Alcatel/CTI - Av. du Gal de Gaulle
45140 ORMES - FRANCE
Tel : (+33) 2 38 71 84 98
Fax : (+33) 2 38 75 76 92


Re: [rt-users] Manually creating a user in RT's db (MySQL)

2011-01-20 Thread Alberto Vazquez
Cool, quick question. Which file do I need to modify?

Thanks,

Alberto

On Thu, Jan 20, 2011 at 8:54 AM, Nicolas GUIOT nicolas.gu...@risc-group.com
 wrote:

 We usually setup our RT mail server to accept emails only from domain/user
 that are allowed to.
 In exim, we have an acl looking like this :

  drop
!senders = ·*@mydomain.com:my_allowed_u...@hisdomain.com

 On Thu, 20 Jan 2011 08:49:50 -0800
 Alberto Vazquez wrote:

  Thank you Sir, I will give it a try.  I was under the impression that
  this is for users with the need to access RT, since this external
  just needs to be able to send an email to RT and get a ticket create.
 
  I will give a shot and see if it does the trick.  I will let you know
  how it tuns out.
 
  Alberto
 
  On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone
  falc...@bestpractical.comwrote:
 
On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote:
   Guys,
   I am new to RT and a novice on MySQL. Currently, we do not
allow auto
   create for external
   senders to any of our Q's, but one of our departments want to
use RT
   to start receiving emails
   (tickets) from an external source.
   My questions is, if I create this external entity in the RT
database,
   would RT accept that,
   and if so, how in the heck do I create that entry in MySQL,
with the
   right permissions?
  
   You should be able to do this from Configuration - Users - Create
  
   -kevin
  
 
 
 



 --
 Nicolas GUIOT
 Risc Group - Service Production Exploitation
 Alcatel/CTI - Av. du Gal de Gaulle
 45140 ORMES - FRANCE
 Tel : (+33) 2 38 71 84 98
 Fax : (+33) 2 38 75 76 92




-- 
Alberto Vazquez-Dzul
Email:  beto...@gmail.com
Mobile:  (805) 444-0835
GVoice: (805) 768-4798


Re: [rt-users] Manually creating a user in RT's db (MySQL)

2011-01-20 Thread Kevin Falcone
On Thu, Jan 20, 2011 at 08:49:50AM -0800, Alberto Vazquez wrote:
Thank you Sir, I will give it a try. I was under the impression that this 
 is for users with
the need to access RT, since this external just needs to be able to send 
 an email to RT and
get a ticket create.

Anyone who sends mail to RT gets a user account.  If you're limiting
ticket creation to existing accounts, you will need to create a user
that doesn't have a password and isn't allowed to be granted rights
but does have an email address.

-kevin

I will give a shot and see if it does the trick. I will let you know how 
 it tuns out.
Alberto
 
On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone 
 [1]falc...@bestpractical.com wrote:
 
  On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote:
   Guys,
   I am new to RT and a novice on MySQL. Currently, we do not allow auto 
 create for external
   senders to any of our Q's, but one of our departments want to use RT 
 to start receiving
  emails
   (tickets) from an external source.
   My questions is, if I create this external entity in the RT database, 
 would RT accept
  that,
   and if so, how in the heck do I create that entry in MySQL, with the 
 right permissions?
 
  You should be able to do this from Configuration - Users - Create
  -kevin


pgp7MK4SmZ5FY.pgp
Description: PGP signature


[rt-users] Fw: RT: Use of uninitialized value in lc at/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914

2011-01-20 Thread naresh
Hi

Does anyone have thoughts on this warning message in the httpd logs

Kind regards

Naresh 
--

-Original Message-
From: Naresh Maharaj nar...@hewittandmay.com
Sender: rt-users-boun...@lists.bestpractical.com
Date: Wed, 19 Jan 2011 22:59:16 
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT: Use of uninitialized value in lc at
 /usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914

All

We recently did a new install and have been having the same Warning in the
apache logs ever since.

This is where the issue starts:

Logs:
Jan  9 12:20:29 srikrsna yum[15593]: Installed:
perl-Apache-DBI-1.09-1.fc14.noarch
Jan  9 12:21:26 srikrsna RT: Use of uninitialized value in lc at
/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm line 914.
(/usr/local/share/perl5/HTML/Mason/ApacheHandler.pm:914)

Line 914 below highlighted with 

sub _apache_request_object
{
my $self = shift;
# We need to be careful to never assign a new apache (subclass)
# object to $r or we will leak memory, at least with mp1.
my $new_r = APACHE2 ? $_[0] : HTML::Mason::Apache::Request-new( $_[0]
);
my $r_sub;
*** if ( lc $_[0]-dir_config('Filter') eq 'on' )
{
die To use Apache::Filter with Mason you must have at least version
1.021 of Apache::Filter\n
unless Apache::Filter-VERSION = 1.021;
$r_sub = $do_filter;
}
else
{
$r_sub = $no_filter;
}
my $apreq_instance =
  APACHE2
? sub { Apache2::Request-new( $_[0] ) }
: sub { $_[0] };
return
$r_sub-( $self-args_method eq 'mod_perl' ?
  $apreq_instance-( $new_r ) :
  $new_r
);
}



have seen the following post but could not see a solution:
http://www.gossamer-threads.com/lists/rt/users/96670

Does anyone know how I might be able to resolve this

Kind regards


Naresh Maharaj,

Hewitt  May (Shirtmakers) Ltd
email: i...@hewittandmay.com
web: http://www.hewittandmay.co.uk



Re: [rt-users] Template Help

2011-01-20 Thread Jennifer Koermer
I'd still be interested in using this if there was an easy way to deal with 
this.  I ended up creating a custom scrip and template in the __Approvals 
queue.  I've added the line below to the template and it now allows people to 
just click on the link to send a pre-formatted email.


-Original Message-
From: Jennifer Koermer 
Sent: Wednesday, January 19, 2011 7:03 PM
To: rt-users@lists.bestpractical.com
Subject: Template Help

I'm using the following template to create an approval ticket.  I would like to 
include the following lines into the ticket:

Click on the link below to send an approval email:
mailto:r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20resolved

Click on the link below to send a rejection email:
mailto:r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20rejected

I am getting the following error:
Click on the link below to send an approval email:
mailto:r...@domain.com?subject=%5B%20#Can't call method id on an undefined 
value at template line 29.

Stack:
  [template:29]
  [/usr/lib/rt/RT/Action/CreateTickets.pm:667]
  [/usr/lib/rt/RT/Action/CreateTickets.pm:366]
  [/usr/lib/rt/RT/Action/CreateTickets.pm:303]
  [/usr/lib/rt/RT/ScripAction_Overlay.pm:238]
  [/usr/lib/rt/RT/Scrip_Overlay.pm:464]
  [/usr/lib/rt/RT/Scrips_Overlay.pm:196]
  [/usr/lib/rt/RT/Scrips_Overlay.pm:175]
  [/usr/lib/rt/RT/Ticket_Overlay.pm:3186]
  [/var/rt/html/Ticket/Create.html:392]
  [/var/rt/html/autohandler:311]
%5Dbody=%20Status:%20resolved

Is there a way to get the id of the ticket that will be created with the 
template?  Please help, the ability to just be able to click on the link 
instead of worrying about formatting would be a great addition to the approval 
queue.  It works with correspondence and comments.


Here is my Template:


===Create-Ticket: approval
Queue: ___Approvals
Type: approval
AdminCc: {$Tickets{'TOP'}-FirstCustomFieldValue('OracleApprovers')};
Cc: usern...@domain.com
Depended-On-By: TOP
Refers-To: TOP
CF-ApprovalType: Oracle
Due: {time + 86400}
Subject: Oracle Approval for ticket: {$Tickets{TOP}-Id} - 
{$Tickets{TOP}-Subject}
Content: Your approval is required to grant access to Oracle for 
{$Tickets{'TOP'}-FirstCustomFieldValue('UserDisplayName')}

To respond to this request, please click the following link to access your 
pending approvals:

 http://rt.domain.com/Approvals 

OR

You may submit your response via e-mail.  To do so, reply to this message with 
one of the following responses in the body of the message:

To approve:
Status: Resolved

To reject:
Status: Rejected

To view the original request, follow this link:  
{RT-Config-Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}-Id}


The actual approval request is below:
{$Tickets{'TOP'}-Transactions-First-Content()} 


ENDOFCONTENT


Re: [rt-users] Template Help

2011-01-20 Thread adam brown
Did you try just {$Ticket-id}? Works for me.
 
 tr
   tdspan style=COLOR: #607480strongRequest {$Ticket-id} 
was been created on {$Transaction-CreatedAsString}/strong/td/tr
tr

 
--- On Thu, 1/20/11, Jennifer Koermer jkoer...@prg.com wrote:


From: Jennifer Koermer jkoer...@prg.com
Subject: Re: [rt-users] Template Help
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Date: Thursday, January 20, 2011, 1:06 PM


I'd still be interested in using this if there was an easy way to deal with 
this.  I ended up creating a custom scrip and template in the __Approvals 
queue.  I've added the line below to the template and it now allows people to 
just click on the link to send a pre-formatted email.


-Original Message-
From: Jennifer Koermer 
Sent: Wednesday, January 19, 2011 7:03 PM
To: rt-users@lists.bestpractical.com
Subject: Template Help

I'm using the following template to create an approval ticket.  I would like to 
include the following lines into the ticket:

Click on the link below to send an approval email:
mailto:r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20resolved

Click on the link below to send a rejection email:
mailto:r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20rejected

I am getting the following error:
Click on the link below to send an approval email:
mailto:r...@domain.com?subject=%5B%20#Can't call method id on an undefined 
value at template line 29.

Stack:
  [template:29]
  [/usr/lib/rt/RT/Action/CreateTickets.pm:667]
  [/usr/lib/rt/RT/Action/CreateTickets.pm:366]
  [/usr/lib/rt/RT/Action/CreateTickets.pm:303]
  [/usr/lib/rt/RT/ScripAction_Overlay.pm:238]
  [/usr/lib/rt/RT/Scrip_Overlay.pm:464]
  [/usr/lib/rt/RT/Scrips_Overlay.pm:196]
  [/usr/lib/rt/RT/Scrips_Overlay.pm:175]
  [/usr/lib/rt/RT/Ticket_Overlay.pm:3186]
  [/var/rt/html/Ticket/Create.html:392]
  [/var/rt/html/autohandler:311]
%5Dbody=%20Status:%20resolved

Is there a way to get the id of the ticket that will be created with the 
template?  Please help, the ability to just be able to click on the link 
instead of worrying about formatting would be a great addition to the approval 
queue.  It works with correspondence and comments.


Here is my Template:


===Create-Ticket: approval
Queue: ___Approvals
Type: approval
AdminCc: {$Tickets{'TOP'}-FirstCustomFieldValue('OracleApprovers')};
Cc: usern...@domain.com
Depended-On-By: TOP
Refers-To: TOP
CF-ApprovalType: Oracle
Due: {time + 86400}
Subject: Oracle Approval for ticket: {$Tickets{TOP}-Id} - 
{$Tickets{TOP}-Subject}
Content: Your approval is required to grant access to Oracle for 
{$Tickets{'TOP'}-FirstCustomFieldValue('UserDisplayName')}

To respond to this request, please click the following link to access your 
pending approvals:

http://rt.domain.com/Approvals 

OR

You may submit your response via e-mail.  To do so, reply to this message with 
one of the following responses in the body of the message:

To approve:
    Status: Resolved

To reject:
    Status: Rejected

To view the original request, follow this link:  
{RT-Config-Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}-Id}


The actual approval request is below:
{$Tickets{'TOP'}-Transactions-First-Content()} 


ENDOFCONTENT


[rt-users] Slowness with RRDtool graphing

2011-01-20 Thread elsif

Hardware:
CPU: Intel(R) Pentium(R) 4 CPU 2.80GHz (2806.37-MHz 686-class CPU)
real memory  = 2146631680 (2047 MB)

Load:
CPU:  2.2% user,  0.0% nice,  1.1% system,  0.0% interrupt, 96.6% idle
Mem: 162M Active, 1461M Inact, 178M Wired, 96M Cache, 112M Buf, 99M Free
Swap: 4061M Total, 84K Used, 4061M Free
Disks   ad0   ad1  183024 wire
KB/t128  0.00  186724 act
tps   0 0 1496468 inact
MB/s   0.02  0.00   98392 cache
%busy 0 0   80408 free
   114880 buf

Versions:
6.4-RELEASE FreeBSD
Server version: Apache/2.2.9 (FreeBSD)
PHP 5.2.6 with Suhosin-Patch 0.9.6.2 (cli) (built: Apr 16 2009 17:45:37)
Cacti Version 0.8.7g
RRDTool versions tried:
Currently RRDtool 1.4.5
Also tried RRDtool 1.0.49
Also tried RRDtool 1.3.1

Summary: Loading of a given page of graphs in Cacti taking minutes to load
  PID USERNAME  THR PRI NICE   SIZERES STATE  C   TIME   WCPU 
COMMAND
53185 www 1 1010  9292K  6096K RUN0   0:03 15.79% 
rrdtool
53186 www 1 1010  9288K  6092K RUN0   0:03 15.54% 
rrdtool
53192 www 1 1010  9284K  6088K RUN0   0:03 15.51% 
rrdtool
53197 www 1 1010  9292K  6096K RUN0   0:03 15.51% 
rrdtool
53198 www 1 1010  9284K  6088K RUN0   0:03 15.42% 
rrdtool
53194 www 1 1010  9288K  6092K RUN0   0:03 15.08% 
rrdtool


Extended description:
	I've installed Cacti on 30+ machines for 20+ organizations over 
the last 5 years and have never before experienced this.  I find tons of 
reports of this via Google and the 'search' function at cacti.net, but 
have yet to find the silver bullet that fixes the issue.


	What would be causing this?  How can I fix it?  The rest of the 
Cacti interface loads instantly, so I have no reason to believe that it's 
a PHP limitation/setting, nor a resource issue with Apache in any way.


Advice?

-Jake


Re: [rt-users] Slowness with RRDtool graphing

2011-01-20 Thread Jesse Vincent

Did you perhaps mean to send this to the RRDtool mailinglist?

On Thu, Jan 20, 2011 at 02:20:46PM -0500, elsif wrote:
 Hardware:
   CPU: Intel(R) Pentium(R) 4 CPU 2.80GHz (2806.37-MHz 686-class CPU)
   real memory  = 2146631680 (2047 MB)
 
 Load:
   CPU:  2.2% user,  0.0% nice,  1.1% system,  0.0% interrupt, 96.6% idle
   Mem: 162M Active, 1461M Inact, 178M Wired, 96M Cache, 112M Buf, 99M Free
   Swap: 4061M Total, 84K Used, 4061M Free
   Disks   ad0   ad1  183024 wire
   KB/t128  0.00  186724 act
   tps   0 0 1496468 inact
   MB/s   0.02  0.00   98392 cache
   %busy 0 0   80408 free
114880 buf
 
 Versions:
 6.4-RELEASE FreeBSD
   Server version: Apache/2.2.9 (FreeBSD)
   PHP 5.2.6 with Suhosin-Patch 0.9.6.2 (cli) (built: Apr 16 2009 17:45:37)
   Cacti Version 0.8.7g
   RRDTool versions tried:
   Currently RRDtool 1.4.5
   Also tried RRDtool 1.0.49
   Also tried RRDtool 1.3.1
 
 Summary: Loading of a given page of graphs in Cacti taking minutes to load
   PID USERNAME  THR PRI NICE   SIZERES STATE  C   TIME
 WCPU COMMAND
 53185 www 1 1010  9292K  6096K RUN0   0:03
 15.79% rrdtool
 53186 www 1 1010  9288K  6092K RUN0   0:03
 15.54% rrdtool
 53192 www 1 1010  9284K  6088K RUN0   0:03
 15.51% rrdtool
 53197 www 1 1010  9292K  6096K RUN0   0:03
 15.51% rrdtool
 53198 www 1 1010  9284K  6088K RUN0   0:03
 15.42% rrdtool
 53194 www 1 1010  9288K  6092K RUN0   0:03
 15.08% rrdtool
 
 Extended description:
   I've installed Cacti on 30+ machines for 20+ organizations over the
 last 5 years and have never before experienced this.  I find tons of
 reports of this via Google and the 'search' function at cacti.net,
 but have yet to find the silver bullet that fixes the issue.
 
   What would be causing this?  How can I fix it?  The rest of the
 Cacti interface loads instantly, so I have no reason to believe that
 it's a PHP limitation/setting, nor a resource issue with Apache in
 any way.
 
   Advice?
 
 -Jake

-- 


Re: [rt-users] Template Help

2011-01-20 Thread Jennifer Koermer
I just tried that, still didn't work.  I was able to include it into the 
AdminCCTransaction template and it works.  But it just doesn't seem to work for 
me when I tried it as part of a template to create a child ticket.  I've gotten 
around it by modifying the template that is used in the scrip On Create Notify 
AdminCcs.  This works, it just means that the formatting is not completely 
ideal.

From: adam brown [mailto:ajax...@yahoo.com]
Sent: Thursday, January 20, 2011 1:26 PM
To: rt-users@lists.bestpractical.com; Jennifer Koermer
Subject: Re: [rt-users] Template Help

Did you try just {$Ticket-id}? Works for me.

 tr
   tdspan style=COLOR: #607480strongRequest {$Ticket-id} 
was been created on {$Transaction-CreatedAsString}/strong/td/tr
tr

--- On Thu, 1/20/11, Jennifer Koermer 
jkoer...@prg.commailto:jkoer...@prg.com wrote:

From: Jennifer Koermer jkoer...@prg.commailto:jkoer...@prg.com
Subject: Re: [rt-users] Template Help
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Date: Thursday, January 20, 2011, 1:06 PM
I'd still be interested in using this if there was an easy way to deal with 
this.  I ended up creating a custom scrip and template in the __Approvals 
queue.  I've added the line below to the template and it now allows people to 
just click on the link to send a pre-formatted email.


-Original Message-
From: Jennifer Koermer
Sent: Wednesday, January 19, 2011 7:03 PM
To: 
rt-users@lists.bestpractical.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=rt-users@lists.bestpractical.com
Subject: Template Help

I'm using the following template to create an approval ticket.  I would like to 
include the following lines into the ticket:

Click on the link below to send an approval email:
mailto:r...@domain.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20resolved

Click on the link below to send a rejection email:
mailto:r...@domain.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20rejected

I am getting the following error:
Click on the link below to send an approval email:
mailto:r...@domain.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=r...@domain.com?subject=%5B%20#Can't
 call method id on an undefined value at template line 29.

Stack:
  [template:29]
  [/usr/lib/rt/RT/Action/CreateTickets.pm:667]
  [/usr/lib/rt/RT/Action/CreateTickets.pm:366]
  [/usr/lib/rt/RT/Action/CreateTickets.pm:303]
  [/usr/lib/rt/RT/ScripAction_Overlay.pm:238]
  [/usr/lib/rt/RT/Scrip_Overlay.pm:464]
  [/usr/lib/rt/RT/Scrips_Overlay.pm:196]
  [/usr/lib/rt/RT/Scrips_Overlay.pm:175]
  [/usr/lib/rt/RT/Ticket_Overlay.pm:3186]
  [/var/rt/html/Ticket/Create.html:392]
  [/var/rt/html/autohandler:311]
%5Dbody=%20Status:%20resolved

Is there a way to get the id of the ticket that will be created with the 
template?  Please help, the ability to just be able to click on the link 
instead of worrying about formatting would be a great addition to the approval 
queue.  It works with correspondence and comments.


Here is my Template:


===Create-Ticket: approval
Queue: ___Approvals
Type: approval
AdminCc: {$Tickets{'TOP'}-FirstCustomFieldValue('OracleApprovers')};
Cc: 
usern...@domain.comhttp://us.mc345.mail.yahoo.com/mc/compose?to=usern...@domain.com
Depended-On-By: TOP
Refers-To: TOP
CF-ApprovalType: Oracle
Due: {time + 86400}
Subject: Oracle Approval for ticket: {$Tickets{TOP}-Id} - 
{$Tickets{TOP}-Subject}
Content: Your approval is required to grant access to Oracle for 
{$Tickets{'TOP'}-FirstCustomFieldValue('UserDisplayName')}

To respond to this request, please click the following link to access your 
pending approvals:

http://rt.domain.com/Approvals

OR

You may submit your response via e-mail.  To do so, reply to this message with 
one of the following responses in the body of the message:

To approve:
Status: Resolved

To reject:
Status: Rejected

To view the original request, follow this link:  
{RT-Config-Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}-Id}


The actual approval request is below:
{$Tickets{'TOP'}-Transactions-First-Content()}


ENDOFCONTENT




Re: [rt-users] Template Help

2011-01-20 Thread Kevin Falcone
On Thu, Jan 20, 2011 at 07:50:05PM +, Jennifer Koermer wrote:
I just tried that, still didn't work.  I was able to include it into the 
 AdminCCTransaction
template and it works.  But it just doesn't seem to work for me when I 
 tried it as part of a
template to create a child ticket.  I've gotten around it by modifying the 
 template that is
used in the scrip On Create Notify AdminCcs.  This works, it just means 
 that the formatting is
not completely ideal.

RT can't know the id of the ticket that will be created, sending this
notification from __Approvals is the right place to do it.  You could
use the New Pending Approval template, but I think that only notifies
Owners.

-kevin

From: adam brown [mailto:ajax...@yahoo.com]
Sent: Thursday, January 20, 2011 1:26 PM
To: rt-users@lists.bestpractical.com; Jennifer Koermer
Subject: Re: [rt-users] Template Help
 
 
 
Did you try just {$Ticket-id}? Works for me.
 
 
 
 tr
   tdspan style=COLOR: #607480strongRequest 
 {$Ticket-id} was been created
on {$Transaction-CreatedAsString}/strong/td/tr
tr
 
 
 
--- On Thu, 1/20/11, Jennifer Koermer [1]jkoer...@prg.com wrote:
 
  From: Jennifer Koermer [2]jkoer...@prg.com
  Subject: Re: [rt-users] Template Help
  To: [3]rt-users@lists.bestpractical.com 
 [4]rt-users@lists.bestpractical.com
  Date: Thursday, January 20, 2011, 1:06 PM
 
  I'd still be interested in using this if there was an easy way to deal 
 with this.  I ended up
  creating a custom scrip and template in the __Approvals queue.  I've 
 added the line below to
  the template and it now allows people to just click on the link to send 
 a pre-formatted
  email.
 
  -Original Message-
  From: Jennifer Koermer
  Sent: Wednesday, January 19, 2011 7:03 PM
  To: [5]rt-users@lists.bestpractical.com
  Subject: Template Help
 
  I'm using the following template to create an approval ticket.  I would 
 like to include the
  following lines into the ticket:
 
  Click on the link below to send an approval email:
  
 mailto:[6]r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20resolved
 
  Click on the link below to send a rejection email:
  
 mailto:[7]r...@domain.com?subject=%5B{$rtname}%20#{$Ticket-id()}%5Dbody=%20Status:%20rejected
 
  I am getting the following error:
  Click on the link below to send an approval email:
  mailto:[8]r...@domain.com?subject=%5B%20#Can't call method id on an 
 undefined value at
  template line 29.
 
  Stack:
[template:29]
[/usr/lib/rt/RT/Action/CreateTickets.pm:667]
[/usr/lib/rt/RT/Action/CreateTickets.pm:366]
[/usr/lib/rt/RT/Action/CreateTickets.pm:303]
[/usr/lib/rt/RT/ScripAction_Overlay.pm:238]
[/usr/lib/rt/RT/Scrip_Overlay.pm:464]
[/usr/lib/rt/RT/Scrips_Overlay.pm:196]
[/usr/lib/rt/RT/Scrips_Overlay.pm:175]
[/usr/lib/rt/RT/Ticket_Overlay.pm:3186]
[/var/rt/html/Ticket/Create.html:392]
[/var/rt/html/autohandler:311]
  %5Dbody=%20Status:%20resolved
 
  Is there a way to get the id of the ticket that will be created with the 
 template?  Please
  help, the ability to just be able to click on the link instead of 
 worrying about formatting
  would be a great addition to the approval queue.  It works with 
 correspondence and comments.
 
  Here is my Template:
 
  ===Create-Ticket: approval
  Queue: ___Approvals
  Type: approval
  AdminCc: {$Tickets{'TOP'}-FirstCustomFieldValue('OracleApprovers')};
  Cc: [9]usern...@domain.com
  Depended-On-By: TOP
  Refers-To: TOP
  CF-ApprovalType: Oracle
  Due: {time + 86400}
  Subject: Oracle Approval for ticket: {$Tickets{TOP}-Id} - 
 {$Tickets{TOP}-Subject}
  Content: Your approval is required to grant access to Oracle for
  {$Tickets{'TOP'}-FirstCustomFieldValue('UserDisplayName')}
 
  To respond to this request, please click the following link to access 
 your pending approvals:
 
  [10]http://rt.domain.com/Approvals
 
  OR
 
  You may submit your response via e-mail.  To do so, reply to this 
 message with one of the
  following responses in the body of the message:
 
  To approve:
  Status: Resolved
 
  To reject:
  Status: Rejected
 
  To view the original request, follow this link:
  {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Tickets{'TOP'}-Id}
  
 
  The actual approval request is below:
  {$Tickets{'TOP'}-Transactions-First-Content()}
 
  ENDOFCONTENT
 
 
 
 References
 
Visible links
1. mailto:jkoer...@prg.com
2. mailto:jkoer...@prg.com
3. mailto:rt-users@lists.bestpractical.com
4. mailto:rt-users@lists.bestpractical.com
5. 
 

[rt-users] ¿does request-tracker3.6 need restart apache2 often?

2011-01-20 Thread Jose Diaz
Hi and thanks in advance.

I just installed request-tracker3.6 in a debian lenny server.

It works perfect but today suddenly stopped to send email to users when a new 
ticket is created. Even, when we make a reply to requestor, the email is not 
sent.

In the history of the ticket when its created as new, the message which says 
that email outgoing was recorded is not present.

So after a very pain process, we restarted apache2:

/etc/init.d/apache2 restart

And RT started to send emails again.

Is it normal?

We read something about FastCGI but we are not pretty clear.

Do we have to restart the apache2 often ?

Can we setup anything to avoid apache2 restart ?

Thanks again.

José.


--
Lic. José Gregorio Díaz Unda.
Asesor de Tecnologías de Información y Comunicación.
Tel.: 58.0412.5518085
Skype: xt4mhz
Web: www.usb.ve - jgdu.blogspot.com




[rt-users] CF value is not updated from perspective of callback

2011-01-20 Thread Jeff Blaine

Hi folks, I've hit another snag.  Any help would be appreciated.

RT 3.8.7.

PROBLEM
===

After submission of Modify.html (editing Basics) where I changed
2 things

FROM

Status: stalled
Classification: Non-Compliance

TO

Status: resolved
Classification: Foobar

The resulting log data generated from my callback (which is
Modify.html/Default) shows 'resolved' but shows the OLD value
for Classification, not the new one:

Jan 20 18:06:50 rtdev1 RT: DEBUG Status = 'resolved'
...
Jan 20 18:06:50 rtdev1 RT: DEBUG name = 'Classification'
val = 'Non-Compliance'

Note that the ticket is modified properly though.  The values
on screen once the page updates are:

Status: resolved
Classification: Foobar


Re: [rt-users] Manually creating a user in RT's db (MySQL)

2011-01-20 Thread Alberto Vazquez
This worked, but I had to check the Allow access to RT option, otherwise
it would not work.

Thanks,

Alberto

On Thu, Jan 20, 2011 at 9:00 AM, Kevin Falcone falc...@bestpractical.comwrote:

 On Thu, Jan 20, 2011 at 08:49:50AM -0800, Alberto Vazquez wrote:
 Thank you Sir, I will give it a try. I was under the impression that
 this is for users with
 the need to access RT, since this external just needs to be able to
 send an email to RT and
 get a ticket create.

 Anyone who sends mail to RT gets a user account.  If you're limiting
 ticket creation to existing accounts, you will need to create a user
 that doesn't have a password and isn't allowed to be granted rights
 but does have an email address.

 -kevin

 I will give a shot and see if it does the trick. I will let you know
 how it tuns out.
 Alberto
 
  On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone [1]
 falc...@bestpractical.com wrote:
 
   On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote:
Guys,
I am new to RT and a novice on MySQL. Currently, we do not allow
 auto create for external
senders to any of our Q's, but one of our departments want to use
 RT to start receiving
   emails
(tickets) from an external source.
My questions is, if I create this external entity in the RT
 database, would RT accept
   that,
and if so, how in the heck do I create that entry in MySQL, with
 the right permissions?
 
   You should be able to do this from Configuration - Users - Create
   -kevin




-- 
Alberto Vazquez-Dzul
Email:  beto...@gmail.com
Mobile:  (805) 444-0835
GVoice: (805) 768-4798


Re: [rt-users] Manually creating a user in RT's db (MySQL)

2011-01-20 Thread Kevin Falcone
On Thu, Jan 20, 2011 at 04:48:15PM -0800, Alberto Vazquez wrote:
This worked, but I had to check the Allow access to RT option, otherwise 
 it would not work.

Yes, otherwise you would disable the user, but they cannot log in without a 
password.

-kevin

On Thu, Jan 20, 2011 at 9:00 AM, Kevin Falcone 
 [1]falc...@bestpractical.com wrote:
 
  On Thu, Jan 20, 2011 at 08:49:50AM -0800, Alberto Vazquez wrote:
   Thank you Sir, I will give it a try. I was under the impression that 
 this is for users
  with
   the need to access RT, since this external just needs to be able to 
 send an email to RT
  and
   get a ticket create.
 
  Anyone who sends mail to RT gets a user account. If you're limiting
  ticket creation to existing accounts, you will need to create a user
  that doesn't have a password and isn't allowed to be granted rights
  but does have an email address.
  -kevin
   I will give a shot and see if it does the trick. I will let you know 
 how it tuns out.
   Alberto
  
   On Wed, Jan 19, 2011 at 3:44 PM, Kevin Falcone 
 [1][2]falc...@bestpractical.com wrote:
  
   On Wed, Jan 19, 2011 at 03:05:22PM -0800, Alberto Vazquez wrote:
Guys,
I am new to RT and a novice on MySQL. Currently, we do not allow 
 auto create for
  external
senders to any of our Q's, but one of our departments want to use RT 
 to start receiving
   emails
(tickets) from an external source.
My questions is, if I create this external entity in the RT 
 database, would RT accept
   that,
and if so, how in the heck do I create that entry in MySQL, with the 
 right permissions?
  
   You should be able to do this from Configuration - Users - Create
   -kevin
 
--
Alberto Vazquez-Dzul
Email: [3]beto...@gmail.com
Mobile: (805) 444-0835
GVoice: (805) 768-4798
 
 References
 
Visible links
1. mailto:falc...@bestpractical.com
2. mailto:falc...@bestpractical.com
3. mailto:beto...@gmail.com


pgpAM0GkId5Aj.pgp
Description: PGP signature


Re: [rt-users] ¿does request-tracker3.6 need restart apache2 often?

2011-01-20 Thread Ruslan Zakirov
Hi,

You start debugging with logs. However, you better start with
upgrading your RT instance to 3.8.8 at least.

On Fri, Jan 21, 2011 at 2:09 AM, Jose Diaz xt4...@yahoo.com wrote:
 Hi and thanks in advance.

 I just installed request-tracker3.6 in a debian lenny server.

 It works perfect but today suddenly stopped to send email to users when a new 
 ticket is created. Even, when we make a reply to requestor, the email is not 
 sent.

 In the history of the ticket when its created as new, the message which says 
 that email outgoing was recorded is not present.

 So after a very pain process, we restarted apache2:

 /etc/init.d/apache2 restart

 And RT started to send emails again.

 Is it normal?

 We read something about FastCGI but we are not pretty clear.

 Do we have to restart the apache2 often ?

 Can we setup anything to avoid apache2 restart ?

 Thanks again.

 José.


 --
 Lic. José Gregorio Díaz Unda.
 Asesor de Tecnologías de Información y Comunicación.
 Tel.: 58.0412.5518085
 Skype: xt4mhz
 Web: www.usb.ve - jgdu.blogspot.com






-- 
Best regards, Ruslan.