Re: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6
Darren, I am looking at the hung response issue. for the Location error you are getting, please update the apache config to use Location / ... /Location instead of Directory /opt/rt4/share/html. I've only been able to reproduce the hung issue when setting the apache to have only one worker, and when the response finally came out, i see the login page's time to display being something normal, like 0.09 secs, so that means the congestion happened in apache or the modperl glue somehow. In your case, does the page eventually came out rendered at all, like after 5min? and can you see if it makes any difference if you change around line 222 of RT::Interface::Web::Handler from: my $h = RT::Interface::Web::Handler::NewHandler( 'HTML::Mason::PSGIHandler::Streamy'); to: my $h = RT::Interface::Web::Handler::NewHandler( 'HTML::Mason::PSGIHandler');
Re: [rt-users] rt-mailgate not working
Simon Gao simon.gao at schrodinger.com writes: What caused this error?Is using secure http required for rt-mailgate to work? Simon, Please install the version of Plack and it should be fixed: http://search.cpan.org/~miyagawa/Plack-0.9970/ (0.9971 is broken and being fixed, don't use it!) Cheers, CLK
Re: [rt-users] scrip OnComment triggered when script is resolved
On Wed, 23 Feb 2011 11:41:43 -0500 Kevin Falcone wrote: On Wed, Feb 23, 2011 at 05:33:57PM +0100, Nicolas GUIOT wrote: On Wed, 23 Feb 2011 10:16:29 -0500 Kevin Falcone wrote: OK, I switched to plain text editor, kept my signature, and everything is OK. Source of the problem seems to be the Rich Text editor. And no, my signature has only basic character, no accent, anything. In my signature, I have 167 characters (according to wc -m), small and big letters, numbers and the following signs : -./:+() It would be really helpful to know which one (or more) of those signs is being escaped. That would make a bug report much clearer. -kevin Found the guilty : ( and ) As soon as I removed them form my signature, it worked. Ok, great. Would you file a big (mail to rt-bugs at bestpractical.com) - make sure you mention that you're running 3.8.7, It'd be nice to know if this was fixed between 3.8.7 and 3.8.9 also -kevin I filled a bug report on debian : http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=614909 I don't have enough spare machine to test on tarball packages... Nicolas
Re: [rt-users] Creating a new Queue and Site
Alberto: Based on your questions and requirements below, I would suggest you set up a new RT instance altogether. Read a bit more about request tracker. You cannot have a url for each queue, you are able to assign an email address for it (if this is what you want), but the GUI/URL is the same for all queues. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alberto Vazquez Sent: 23 February 2011 23:36 To: rt-users@lists.bestpractical.com Subject: [rt-users] Creating a new Queue and Site I inherited an RT system, and now I have the good challenge of creating a new queue and a corresponding site for it. All this has to be done on the existing server, which is hosting our helpdesk ticketing system and url. I tried looking at the exiting config, and also have looked around at the RT wiki, but it looks like there are many ways of configuring RT. In any case, this is what I have done so far: I have created the queue using GUI. Now I need help with the following: 1. Create a URL for this new queue http://facilities.domain.comhttp://facilities.domain.com/ 2. When some one sends a request to the newly created queue, I would like it to reply and not the existing helpdesk scrips and template. 3. I would like to new queue to reside on the same server, but it will be awesome it can be transparent to the end user. I am thinking this should be possible, but I just cannot get it to work. Your help will extremely appreciated. Thanks, Alberto
Re: [rt-users] Comprehension Question about LDAP and SSO
On Thursday 24 Feb 2011 07:56:13 john s. wrote: So recap aggain : - Apache Server with an kerberos module ( which?) mod_auth_kerb - configure RT for kerberosmodule for apache - and an entry in htacess for athentification with the AD - an browser entry to get access to rt-server ( work ip's adresses also?) Kerberos will attempt a reverse DNS lookup on the IP address to determine which principal name it should use for authenticating the server. (Kerberos provides mutual authentication; it insists on verifying that the server is the correct server as well as providing the users own credentials.) In practice, you either need fully working forward and reverse DNS, or you need a fairly deep understanding of how Kerberos works so you can figure out which bits of DNS you could safely omit. How is this procedure called?... if i searching in the the net i only found methods to authentificate via kerberos without the windows logon. *confusing A Windows Active Directory logon *is* a Kerberos logon, since AD uses Kerberos. By logging on to an Active Directory domain, you already have Kerberos credentials. By configuring your web server and browser as I outlined previously, you can instruct Windows to pass on these credentials to the web server transparently. Everything will (eventually) appear to work magically. :) Michael
[rt-users] Comments get posted twice due to Jumbo interface
Hi one of my user reported the following issue : When I make changes to an RT using Jumbo, then after I hit save changes the Jumbo page is presented again. This is okay. The problem is that the comment field is not cleared. So if I make some unrelated change and forget to clear the comments myself, they will get reposted. I am able to reproduce it and before diving into the code, I would like to know whether it is a known issue, hopefully with a known solution ? Or is there something wrong in my config (we are using 3.8.8) ? Thanks Gerard
Re: [rt-users] autoreply based on language on user profile
Hi Kevin, Can you suggest an example that would be helpful with a link. I have looked over quite a few and am not sure I understand. Thanks in advance for your help. Gilbert. On 23/02/2011 10:06 PM, Kevin Falcone wrote: On Wed, Feb 23, 2011 at 09:20:49PM -0500, Gilbert Rebeiro wrote: Hi, I would like to know if it is possible (and if so, any help to get working) to autoreply to a new ticket based on the language field in the user profile. Default to English template before user profile is set. Templates can contain perl code and there are examples in the wiki of loading alternate templates based on user conditions. You'll want to look into that. You should also thing about what happens when you have two requestors with two different languages. -kevin
[rt-users] owner change - old owner
Hi guys,
I try to send a mail after owner change to the new and the old owner,
but I stuck...
I try to do it with a template.
New owner = {$Ticket-OwnerObj-Name}
oldOwner ?
Any help is appreciated.
Cheers,
Björn
Re: [rt-users] owner change - old owner
oldOwner ?
I think you grab that from the TransactionObj-OldValue, and find the user
object and its email address from there.
Sorry I cannot remember the exact syntax, I am no where near my RT.
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Björn Schulz
Sent: 24 February 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] owner change - old owner
Hi guys,
I try to send a mail after owner change to the new and the old owner,
but I stuck...
I try to do it with a template.
New owner = {$Ticket-OwnerObj-Name}
oldOwner ?
Any help is appreciated.
Cheers,
Björn
Re: [rt-users] Comments get posted twice due to Jumbo interface
On Thu, Feb 24, 2011 at 02:44:47PM +0100, Gerard FENELON wrote: Hi one of my user reported the following issue : When I make changes to an RT using Jumbo, then after I hit save changes the Jumbo page is presented again. This is okay. The problem is that the comment field is not cleared. So if I make some unrelated change and forget to clear the comments myself, they will get reposted. I am able to reproduce it and before diving into the code, I would like to know whether it is a known issue, hopefully with a known solution ? Or is there something wrong in my config (we are using 3.8.8) ? If you can confirm this on 3.8.9, please file a bug in the bugtracker. -kevin pgp50l5KVQlMz.pgp Description: PGP signature
Re: [rt-users] scrip OnComment triggered when script is resolved
Found the guilty : ( and ) As soon as I removed them form my signature, it worked. Ok, great. Would you file a big (mail to rt-bugs at bestpractical.com) - make sure you mention that you're running 3.8.7, It'd be nice to know if this was fixed between 3.8.7 and 3.8.9 also I filled a bug report on debian : http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=614909 I don't have enough spare machine to test on tarball packages... I've asked the debian maintainer to send it upstream when he has a chance. -kevin pgpaY0SglVsbi.pgp Description: PGP signature
Re: [rt-users] owner change - old owner
Hi Roy,
I'm on 3.8.7
I've tried:
Last Owner: {$TransactionObj-OldValue}
and get:
RT: Template parsing error: Can't call method OldValue on an undefined
value at template line 15. Stack: [template:15]
Last Owner: {$Transaction-OldValue} gives me the ID of the User but I
need the RealName and the emailaddress.
Cheers,
Björn
Am 24.02.11 16:08, schrieb Raed El-Hames:
oldOwner ?
I think you grab that from the TransactionObj-OldValue, and find the user
object and its email address from there.
Sorry I cannot remember the exact syntax, I am no where near my RT.
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Björn Schulz
Sent: 24 February 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] owner change - old owner
Hi guys,
I try to send a mail after owner change to the new and the old owner,
but I stuck...
I try to do it with a template.
New owner = {$Ticket-OwnerObj-Name}
oldOwner ?
Any help is appreciated.
Cheers,
Björn
Re: [rt-users] RT-3.8.9 upgrade problem with Rules.
On 02/23/2011 06:57 PM, Jesse Vincent wrote: Can you try 3.8.9 without your small patches? Okay, my fault. It wasn't any of the patches, but one local modification that I forgot to convert to a patch. I am using patches when building my rpm so I can more easily keep our customizations updated with changes to the upstream sources. It is a lot easier for me to do it this this way, than to use the rt local directory, as this most recent problem painfully points out. I found a modified Transaction_Overlay.pm file (based on 3.8.8) in rt's local directory that I forgot to convert to a patch in my rpm, which was causing my problem. The modification was reported a while ago: http://issues.bestpractical.com/Ticket/Display.html?id=14624 which I haven't received any feedback on yet by the way. Any comments about this ticket? The patch makes our html templates work a lot better when we get unwrapped user submitted content. Thanks, ~Jason smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] owner change - old owner
Last Owner: {$Transaction-OldValue} gives me the ID of the User but I need
the RealName and the emailaddress.
Yes that's right and that's what I meant by find the user object and its
email address from there
You can do something like :
$user_obj = RT::User-new(RT::SystemUser);
$user_obj-Load({$Transaction-OldValue) ;
$user_email = $userObj-EmailAddress ;
Etc etc
Roy
-Original Message-
From: Björn Schulz [mailto:bjoern.sch...@desy.de]
Sent: 24 February 2011 15:33
To: Raed El-Hames
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] owner change - old owner
Hi Roy,
I'm on 3.8.7
I've tried:
Last Owner: {$TransactionObj-OldValue}
and get:
RT: Template parsing error: Can't call method OldValue on an undefined
value at template line 15. Stack: [template:15]
Last Owner: {$Transaction-OldValue} gives me the ID of the User but I
need the RealName and the emailaddress.
Cheers,
Björn
Am 24.02.11 16:08, schrieb Raed El-Hames:
oldOwner ?
I think you grab that from the TransactionObj-OldValue, and find the
user object and its email address from there.
Sorry I cannot remember the exact syntax, I am no where near my RT.
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Björn Schulz
Sent: 24 February 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] owner change - old owner
Hi guys,
I try to send a mail after owner change to the new and the old owner,
but I stuck...
I try to do it with a template.
New owner = {$Ticket-OwnerObj-Name}
oldOwner ?
Any help is appreciated.
Cheers,
Björn
Re: [rt-users] owner change - old owner
That works fine thank you!
bjoern
Am 24.02.11 17:15, schrieb Raed El-Hames:
Last Owner: {$Transaction-OldValue} gives me the ID of the User but I need
the RealName and the emailaddress.
Yes that's right and that's what I meant by find the user object and its
email address from there
You can do something like :
$user_obj = RT::User-new(RT::SystemUser);
$user_obj-Load({$Transaction-OldValue) ;
$user_email = $userObj-EmailAddress ;
Etc etc
Roy
-Original Message-
From: Björn Schulz [mailto:bjoern.sch...@desy.de]
Sent: 24 February 2011 15:33
To: Raed El-Hames
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] owner change - old owner
Hi Roy,
I'm on 3.8.7
I've tried:
Last Owner: {$TransactionObj-OldValue}
and get:
RT: Template parsing error: Can't call method OldValue on an undefined
value at template line 15. Stack: [template:15]
Last Owner: {$Transaction-OldValue} gives me the ID of the User but I
need the RealName and the emailaddress.
Cheers,
Björn
Am 24.02.11 16:08, schrieb Raed El-Hames:
oldOwner ?
I think you grab that from the TransactionObj-OldValue, and find the
user object and its email address from there.
Sorry I cannot remember the exact syntax, I am no where near my RT.
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Björn Schulz
Sent: 24 February 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] owner change - old owner
Hi guys,
I try to send a mail after owner change to the new and the old owner,
but I stuck...
I try to do it with a template.
New owner = {$Ticket-OwnerObj-Name}
oldOwner ?
Any help is appreciated.
Cheers,
Björn
Re: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6
On Feb 24, 2011, at 4:04 AM, Chia-liang Kao wrote: Darren, I am looking at the hung response issue. for the Location error you are getting, please update the apache config to use Location / ... /Location instead of Directory /opt/rt4/share/html. Thanks for looking into this! Just to be clear, the documentation in docs/web_deployment.pod suggests the following for mod_perl 2.xx: Directory /opt/rt4/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Directory In face my apache config is pretty much exactly as described in that section. You really want me to change Directory to Location? If I do that, I see: You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to run the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl or FastCGI handler. If you need commercial support, please contact us at sa...@bestpractical.com. And my RT is down. Please clarify your instructions here. I've only been able to reproduce the hung issue when setting the apache to have only one worker, and when the response finally came out, i see the login page's time to display being something normal, like 0.09 secs, so that means the congestion happened in apache or the modperl glue somehow. Interesting data point, thanks. In your case, does the page eventually came out rendered at all, like after 5min? I will try to let it wait longer ... I think I have waited as long as 10 minutes in the past, but it's worth trying and reporting back to you. and can you see if it makes any difference if you change around line 222 of RT::Interface::Web::Handler from: my $h = RT::Interface::Web::Handler::NewHandler( 'HTML::Mason::PSGIHandler::Streamy'); to: my $h = RT::Interface::Web::Handler::NewHandler( 'HTML::Mason::PSGIHandler'); I will try this next time we see a lockup. Oddly, we did not have one at all yesterday (during heavy use) or last night (when RT was mostly idle). Perhaps the new version of Plack that Jesse had me install improved the situation after all? -d
[rt-users] RT::ACE example? (I think!)
I'm looking to write a small perl script to provision new queues. I tend to make them all the same way: Create a group for the users who can handle tickets in the queue Create the queue, and make that group a watcher on it We use the exim-mysql config, so the mail gateway is done by magic Add the same set of rights for that group, and a few roles - Everyone can Create, Requestor and Owner can reply. I have got as far as a Queue created, and a Group created. I think I need to create RT::ACE objects to add the appropriate rights. Is that correct? I couldn't find any examples of doing this... how are Everyone, Owner and Requestor done? It seems that the PrincipalID would be id of the group I've just created, right? Thanks in advance for any illumination! Howie
Re: [rt-users] RT-3.8.9 upgrade problem with Rules.
I found a modified Transaction_Overlay.pm file (based on 3.8.8) in rt's local directory that I forgot to convert to a patch in my rpm, which was causing my problem. The modification was reported a while ago: If you're going to put a file in local/lib, please use Transaction_Local.pm to avoid future problems. Using Foo_Overlay.pm is guaranteed to conflict with our changes. -kevin pgpc3tgWUOYnl.pgp Description: PGP signature
Re: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6
On Thu, Feb 24, 2011 at 12:08:47PM -0500, Darren Nickerson wrote: On Feb 24, 2011, at 4:04 AM, Chia-liang Kao wrote: Darren, I am looking at the hung response issue. for the Location error you are getting, please update the apache config to use Location / ... /Location instead of Directory /opt/rt4/share/html. Thanks for looking into this! Just to be clear, the documentation in docs/web_deployment.pod suggests the following for mod_perl 2.xx: CL has been revamping those docs, his recommendation comes from those updates. You can see his current branch (with tweaked docs) at https://github.com/bestpractical/rt/blob/4.0%2Fapache2-fixes/docs/web_deployment.pod -kevin pgpfcdL3urxbk.pgp Description: PGP signature
Re: [rt-users] RT-3.8.9 upgrade problem with Rules.
On 02/24/2011 01:11 PM, Kevin Falcone wrote: I found a modified Transaction_Overlay.pm file (based on 3.8.8) in rt's local directory that I forgot to convert to a patch in my rpm, which was causing my problem. The modification was reported a while ago: If you're going to put a file in local/lib, please use Transaction_Local.pm to avoid future problems. Using Foo_Overlay.pm is guaranteed to conflict with our changes. I used a local copy of Transaction_Overlay.pm exactly because I was testing out a few line patch to a function in the original file, as stated in my bug report: http://issues.bestpractical.com/Ticket/Display.html?id=14624 My only mistake was forgetting about this local copy after I was done testing the patch and making it more permanent. ~Jason smime.p7s Description: S/MIME Cryptographic Signature
[rt-users] Extension for hiding reply text....
This was discussed recently, however I cannot seem to find the extension for RT 3.8 for this Can anyone please point me to the source for this? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239
[rt-users] user is Cc for every Ticket
Hi, this is my first mail to this list. I started using rt some weeks ago. And now I have a strange problem. One user is Cc for every ticket. When replying to a ticket via the Webinterface , it says: On Correspond Notify Ccs: the email of the person But on the ticket itself, the list of Ccs ist empty. I can't find where this person is set to be CC. He is in no special group and has no different rights than other users Any hints where to look ? Cheers, Christoph -- GPG-Key: http://www.kluenter.de/chris.gpg GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0
Re: [rt-users] user is Cc for every Ticket
On Thu, Feb 24, 2011 at 07:46:24PM +0100, christoph wrote: Hi, this is my first mail to this list. I started using rt some weeks ago. And now I have a strange problem. One user is Cc for every ticket. When replying to a ticket via the Webinterface , it says: On Correspond Notify Ccs: the email of the person But on the ticket itself, the list of Ccs ist empty. I can't find where this person is set to be CC. He is in no special group and has no different rights than other users He is probably a Queue CC Configuration - queue - queue name - Watchers -kevin pgp2LdyUvQ3Yt.pgp Description: PGP signature
Re: [rt-users] [solved already] user is Cc for every Ticket
* Am Do, Feb 24, 2011 at 07:46:24 +0100 , schrieb christoph: Hi, this is my first mail to this list. I started using rt some weeks ago. And now I have a strange problem. One user is Cc for every ticket. When replying to a ticket via the Webinterface , it says: On Correspond Notify Ccs: the email of the person But on the ticket itself, the list of Ccs ist empty. I can't find where this person is set to be CC. He is in no special group and has no different rights than other users Found the problem. The user entered himself as watcher for the queue. Cheers, christoph Any hints where to look ? Cheers, Christoph -- GPG-Key: http://www.kluenter.de/chris.gpg GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0
[rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ?
Hi,
we added our company signature (queue based) to
3 (Correspondence, Autoreply and Resolve) templates.
Is it possible to move the 3 times duplicated signature code to
a RTFM article and include this article in my templates, like
{ $Transaction-GetRTFMArticle(3) }
So, the maintenance will be easier...
I installed the RTFM::Extension::ArticleTemplates but cannot find
any sample how to use it ..
kind regards
Danny
** Correspondence-templates:
RT-Attach-Message: yes
{$Transaction-Content()}
{
# Do some checks if the template is used from the webui or triggered
# by email. If WebUI, append the signature:
. $Transaction-CreatorObj-RealName .
Tel. . $Transaction-CreatorObj-WorkPhone .
Company Name,
;
}
Kind regards
Danny
[rt-users] MessageBoxIncludeSignature not work ?
Hi,
If i set MessageBoxIncludeSignature to 0, the signature
will still displayed while reply (respond action) to a ticket.
This is because rt-3.8.8/share/html/Ticket/Update.html
is written to ignore the config variable while processing
any Respond action.
** rt-3.8.8/share/html/Ticket/Update.html
...
% my $IncludeSignature = 1;
% $IncludeSignature = 0 if $Action ne 'Respond'
!RT-Config-Get('MessageBoxIncludeSignatureOnComment');
/Elements/MessageBox, Name=UpdateContent, IncludeSignature =
$IncludeSignature, %ARGS
...
Is this a Bug ? I thought MessageBoxIncludeSignature and
MessageBoxIncludeSignatureOnComment relates to correspondence/comments
updates.
Kind regards
Danny
Re: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ?
On Thu, Feb 24, 2011 at 10:31:28PM +0100, Daniel Schwager wrote:
Hi,
we added our company signature (queue based) to
3 (Correspondence, Autoreply and Resolve) templates.
Is it possible to move the 3 times duplicated signature code to
a RTFM article and include this article in my templates, like
{ $Transaction-GetRTFMArticle(3) }
So, the maintenance will be easier...
I installed the RTFM::Extension::ArticleTemplates but cannot find
any sample how to use it ..
From the docs:
When this extension is installed RTFM parses content of articles as a
template using LText::Template module. Using this extension you can
make your articles dynamic. LText::Template module is used to parse
RT's Templates as well and its syntax is pretty simple - you can
consult RT docs/wiki or module's documentation.
So, it makes RTFM articles use the {} syntax like RT's Templates.
You can read more about them in docs/templates.pod
It does not let you dynamically load an article from a Template, you
could do that without the extension just by writing code in normal RT
Templates.
-kevin
pgpkmpynezVkU.pgp
Description: PGP signature
Re: [rt-users] MessageBoxIncludeSignature not work ?
On Thu, Feb 24, 2011 at 11:01:07PM +0100, Daniel Schwager wrote:
Hi,
If i set MessageBoxIncludeSignature to 0, the signature
will still displayed while reply (respond action) to a ticket.
This is because rt-3.8.8/share/html/Ticket/Update.html
is written to ignore the config variable while processing
any Respond action.
** rt-3.8.8/share/html/Ticket/Update.html
...
% my $IncludeSignature = 1;
% $IncludeSignature = 0 if $Action ne 'Respond'
!RT-Config-Get('MessageBoxIncludeSignatureOnComment');
/Elements/MessageBox, Name=UpdateContent, IncludeSignature =
$IncludeSignature, %ARGS
...
Is this a Bug ? I thought MessageBoxIncludeSignature and
MessageBoxIncludeSignatureOnComment relates to correspondence/comments
updates.
Those config options weren't added at the same time, so it's possible
the second commit broke MessageBoxIncludeSignature. Feel free to
forward to rt-bugs
pgpojw3vqawdm.pgp
Description: PGP signature
[rt-users] RTFM - Topics
I am running RT 3.8.8 and RTFM 2.4.3rc1. I am looking for a way to assign users the right to create topics within a given class. Is this supported in RTFM? I have assigned users the 'Admin Class' and 'Admin Topics' rights but it doesn't seem to do what I intuitively thought it would do. I am more than willing to read documentation on this, but I have not found any that explains that rights associated with RTFM. Thanks for help, Kurt Engle
Re: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ?
It does not let you dynamically load an article from a Template, you
could do that without the extension just by writing code in normal RT
Templates.
Sure. But I would not like to repeat myself in 3 templates (3 times the
same
signature/code in 3 templates) - for one queue.
I would like to move / refactor this code out of the templates to one
place,
a RTFM article. Then, just source the text from the signature-article
to
the template.
Something like this:
my $rtfm = RT::FM::Article-new($Ticket-CurrentUser);
my ($id,$msg) = $rtfm-Load(Signature1);
if (!id) { $RT::Logger-debug(failed ..); } else { HOWTO print a CF
xxx from the loaded article ?; }
kind regards
Danny
[rt-users] Hide real name in reply of RT
Hi, We would like our the users in our support organization to remain anonymous, is there a way to prevent real names to be included in the Reply? It is important to show internally, especially for comments. Thanks, Gilbert.
Re: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6
On Feb 24, 2011, at 12:08 PM, Darren Nickerson wrote:
In your case, does the page eventually came out rendered at all,
like after 5min?
I will try to let it wait longer ... I think I have waited as long as 10
minutes in the past, but it's worth trying and reporting back to you.
So, we had two instances of the hang today, and they each followed a similar
pattern.
In at least one case the problem cleared itself after some time. I do not know
how long, it was a background apache thread started by rt-mailgate that
eventually cleared, it was not a browser session.
Of the http worker threads, each one is blocked in a semop call:
[root@rt4 Plack-0.9970]# strace -p 30307
Process 30307 attached - interrupt to quit
semop(1802244, {{0, -1, SEM_UNDO}}, 1^C unfinished ...
Process 30307 detached
[root@rt4 Plack-0.9970]# strace -p 30308
Process 30308 attached - interrupt to quit
semop(1802244, {{0, -1, SEM_UNDO}}, 1^C unfinished ...
Process 30308 detached
[root@rt4 Plack-0.9970]# strace -p 30309
Process 30309 attached - interrupt to quit
semop(1802244, {{0, -1, SEM_UNDO}}, 1^C unfinished ...
Process 30309 detached
except for one which is reading from fd 1:
[root@rt4 Plack-0.9970]# strace -p 30310
Process 30310 attached - interrupt to quit
read(1, ^C unfinished ...
That FD is a network connection to our database server:
[root@rt4 Plack-0.9970]# ls -l /proc/30310/fd/1
lrwx--. 1 root root 64 Feb 24 17:44 /proc/30310/fd/1 - socket:[281592]
[root@rt4 Plack-0.9970]# netstat -antep | grep 281592
tcp0 5 10.0.12.149:49410 10.0.11.100:3306
ESTABLISHED 48 281592 30310/httpd
The database server has no record of that tcp connection any longer, and
mysqladmin processlist shows all threads sleeping.
and can you see if it makes any difference if you change around line
222 of RT::Interface::Web::Handler from:
my $h = RT::Interface::Web::Handler::NewHandler(
'HTML::Mason::PSGIHandler::Streamy');
to:
my $h = RT::Interface::Web::Handler::NewHandler(
'HTML::Mason::PSGIHandler');
I have not yet tried this. Given the new detailed information above, does it
still make sense to do so?
-Darren
Re: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ?
On Thu, Feb 24, 2011 at 11:56:18PM +0100, Daniel Schwager wrote:
It does not let you dynamically load an article from a Template, you
could do that without the extension just by writing code in normal RT
Templates.
Sure. But I would not like to repeat myself in 3 templates (3 times the
same
signature/code in 3 templates) - for one queue.
I would like to move / refactor this code out of the templates to one
place,
a RTFM article. Then, just source the text from the signature-article
to
the template.
Something like this:
my $rtfm = RT::FM::Article-new($Ticket-CurrentUser);
my ($id,$msg) = $rtfm-Load(Signature1);
if (!id) { $RT::Logger-debug(failed ..); } else { HOWTO print a CF
xxx from the loaded article ?; }
Sure, that was my suggestion
You don't need RTFM::Extension::ArticleTEmplate in order to load an
Article from a normal RT article
-kevin
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Re: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ?
my $rtfm = RT::FM::Article-new($Ticket-CurrentUser);
my ($id,$msg) = $rtfm-Load(Signature1);
if (!id) { $RT::Logger-debug(failed ..); } else { HOWTO print a
CF
xxx from the loaded article ?; }
Sure, that was my suggestion
You don't need RTFM::Extension::ArticleTEmplate in order to load an
Article from a normal RT article
Ups - got it. Sorry for my misunderstanding. How can I access my
defined CF inside the RTFM ? Like $rtfm-GetCustomerField(text) ?
- Danny
Re: [rt-users] Hide real name in reply of RT
On Thu, Feb 24, 2011 at 06:14:29PM -0500, Gilbert Rebeiro wrote: We would like our the users in our support organization to remain anonymous, is there a way to prevent real names to be included in the Reply? It is important to show internally, especially for comments. You can change the Correspond template to say something like: From: Some Name email address and you can write some code to fetch the correct email address and name based on the $Ticket-QueueObj object so it varies per queue. Just don't change the comment templates. In 4.0 this becomes a Queue configuration option -kevin pgpTrjujZciMN.pgp Description: PGP signature
Re: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ?
On Fri, Feb 25, 2011 at 01:14:35AM +0100, Daniel Schwager wrote:
my $rtfm = RT::FM::Article-new($Ticket-CurrentUser);
my ($id,$msg) = $rtfm-Load(Signature1);
if (!id) { $RT::Logger-debug(failed ..); } else { HOWTO print a
CF
xxx from the loaded article ?; }
Sure, that was my suggestion
You don't need RTFM::Extension::ArticleTEmplate in order to load an
Article from a normal RT article
Ups - got it. Sorry for my misunderstanding. How can I access my
defined CF inside the RTFM ? Like $rtfm-GetCustomerField(text) ?
Something like what you sketched out above, see the docs in
Article_Overlay.pm
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Re: [rt-users] Hide real name in reply of RT
thanks. On 24/02/2011 8:10 PM, Kevin Falcone wrote: On Thu, Feb 24, 2011 at 06:14:29PM -0500, Gilbert Rebeiro wrote: We would like our the users in our support organization to remain anonymous, is there a way to prevent real names to be included in the Reply? It is important to show internally, especially for comments. You can change the Correspond template to say something like: From: Some Nameemail address and you can write some code to fetch the correct email address and name based on the $Ticket-QueueObj object so it varies per queue. Just don't change the comment templates. In 4.0 this becomes a Queue configuration option -kevin
