Re: [rt-users] Can't locate object method "_ImportOverlays" via package "RT::Base"
On 16 June 2011 17:58, Kevin Falcone wrote: > It's be helpful to see your actual config. > Obviously, sorry. RT_Config.pm remains the default from the RT4 tarball. You can grab my (anonimzed) RT_SiteConfig.pm from here: http://dl.dropbox.com/u/13986042/tmp/RT_SiteConfig.pm The Apache2 config is at http://dl.dropbox.com/u/13986042/tmp/rt_apache > Also, be sure that you have no customizations that you ported from RT3 > I installed to a brand new rt4 folder, and copied the rt3 db to a new, separate rt4 db (mysql), which got upgraded in the process. So I still have the original RT3 up and running (in production). AFAIK there are no specific customization in the original setup (except for Apache configured to perform PAM auth, so far I'm not sure if that config would remain the same). HTH & Thanks, -- Met vriendelijke groet, Serge van Ginderachter
Re: [rt-users] Displaying Incoming HTML
On Fri, Jun 17, 2011 at 10:50 AM, Kenneth Ratliff wrote: > Ok, we're running RT 3.8.10 > > What I'm trying to accomplish is that I have our monitoring system sending > links to documentation as part of the email generated alert, the email gets > sent to an alias for RT, and gets imported into RT. > > Unfortunately, the link in the ticket is not a hyperlink. This method is > particularly useful for training new folks, who may not know the > troubleshooting and/or escalation policy for a given service, or don't know > where to find it. > > I know RT *can* handle HTML in tickets, because I can create hyperlinks with > the WYSIWIG editor. > > Am I missing something simple here? Is there an easy way to get RT to convert > incoming links to html? Hi, Take a look at Active_MakeClicky option in the config or import html instead of plain text. -- Best regards, Ruslan.
Re: [rt-users] SetStatus Action module
Hi, insert_action_SetStatus.pl script uses some internal things Bruce never shared. AFAICS that SetStatus.pm should work with modern RT. You can insert a new scrip action into DB using http://requesttracker.wikia.com/wiki/InitialData instead of using the script. On Fri, Jun 17, 2011 at 5:35 AM, James Mills wrote: > Hello all, > Forgive me for not being adept as Perl! > I'm trying to follow your instructions and your > SetStatus Action module > at: http://www.gossamer-threads.com/lists/rt/devel/2931?search_string=SetStatus;#2931 > Running into a problem though with getting theinsert_action_SetStatus.pl > script run > Here's the output: > rt:~/tmp# ./insert_action_SetStatus.pl > Can't locate config.pm in @INC (@INC contains: /usr/local/rt/etc > /usr/local/rt/lib /etc/perl /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at > ./insert_action_SetStatus.pl line 70. > BEGIN failed--compilation aborted at ./insert_action_SetStatus.pl line 70. > rt:~/tmp# > We're running RT-3.8.5 here and I've spent > the last 2 days trying to figure this out with > no success as yet... > Hope someone can help! > cheers > James > James Mills > > Systems Engineer | Over the Wire Pty Ltd > supp...@overthewire.com.au | www.overthewire.com.au > Phone: 07 3847 9292 | Fax: 07 3847 9696 | Mobile: 0488 33 44 81 > -- Best regards, Ruslan.
Re: [rt-users] 4.0.1RC2 upgrade errors from 3.8.7
In message <20110617023209.gx3...@bestpractical.com>, Jesse Vincent writes: >Looking through project history, I can't find a time when we had a >sequence named ACL_SEQ for the Postgres port of RT. What can you tell us >about the lineage of this database? IIRC I started RT at 3.4. Just now ran ora2pg to migrate. Thank you for the heads-up, I wasn't aware that there were different object names for each database port. John groenv...@acm.org
Re: [rt-users] RT:Extension::QueueWizard
Hi Kevin, okay, question before I start to create a huge amount of queues by hand - how difficult is it to update the installation framework ? Is there a howto or something similar available ? Have a nice weekend, Michael -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Michael Polenske Sent: Mittwoch, 15. Juni 2011 10:14 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT:Extension::QueueWizard Hi Kevin, thanks for your hint. So - at least for me - QueueWizard is not available in 4.0 as I am not able to update the installation framework on my own :-) Thanks and best regards - Michael -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Dienstag, 14. Juni 2011 21:19 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT:Extension::QueueWizard On Tue, Jun 14, 2011 at 11:40:49AM +0200, Michael Polenske wrote: >short question - is RT:Extension::QueueWizard still working with RT 4.0 ? I currenly try to >install it and no success until now L The installation framework hasn't been updated for 3.8 or 4.0 I expect the code would work, but would need updating for plugin compatibility. -kevin
Re: [rt-users] how to remove watchers
> In your screenshot, there is only one watcher listed, a > Requestor named David Toback. Requestors, CCs, and AdminCCs > are all Watchers of various types. Will that not remove him completely, as the requestor?
Re: [rt-users] how to remove watchers
On 6/16/2011 5:15 PM, Nick Kartsioukas wrote: If you're wondering about the other two email addresses listed for Pam and Veronica, if RT sees someone CCed on an email that comes into a ticket, I think it captures that and keeps it handy so you can quickly select from the dropdown to add that user as a Requestor, CC, or AdminCC. However, they are not actually currently a Watcher of any type. Yes, those are the ones I want to remove. Some people (the requestor of this ticket) have a nasty habit of cc:ing dozens of people - many of whom couldn't care less about the topic. I can see how RT "capturing" those could be handy. But I still should be able to remove them (2 is unsightly; when he does 12 it is unwieldy). -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590
[rt-users] [Rt-announce] End of life for RT 3.6
On Friday September 30th, 2011 Best Practical Solutions will cease support for the 3.6 series of Request Tracker. 3.6.0 was released on June 15th 2006 and the series has received only critical bug and security fixes since June 2008. We will continue to provide critical bug or security fixes until September 30th, 2011 if any are required. We're currently developing a schedule for future RT series and will publish an end of life policy and schedule as soon as they are complete. The 3.8 series will continue to receive bugfixes at this time, but our development efforts will be concentrated on polishing RT 4.0 and working on the new features we have planned for 4.2. pgpuO51yVkiaP.pgp Description: PGP signature ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
[rt-users] [Rt-announce] RT Training 2011
Best Practical Solutions provides unparalleled instruction in how to get the most out of RT. 2011 will bring two-day training sessions to six cities across the world. As we like to keep class sizes relatively intimate, register soon or we may not be able to guarantee you a seat. These sessions will be offered in: * Boston (Cambridge), MA, USA — August 15 & 16, 2011 * Chicago, IL, USA — September 26 & 27, 2011 * San Francisco, CA, USA — October 18 & 19, 2011 * Washington DC, USA — October 31 & November 1, 2011 * Melbourne VIC, Australia — November 28 & 29, 2011 * Barcelona, Spain — TBA If you can't make it to these cities, please drop us a line to request a public training for your area in 2012. This training will introduce you to the new features in RT4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, workflows and configurability. We'll touch on basic administration, but concentrate largely on helping you and your team get the most out of your RT instance. The second day of training picks up with RT administration and dives into what you need to safely customize and extend RT. We'll cover point-and-click configuration, upgrading and installing RT, development best practices, RT's API, building an extension, and database tuning. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. Pricing and Payment The cost of the class includes training materials, a continental breakfast and an afternoon snack. Please note that lunch will not be provided. Single Day - USD 995 Both Days - USD 1495 (25% savings) Please contact us at train...@bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at train...@bestpractical.com. Be sure to include: * Which location you want to attend * If you want to attend both days or a single day * Full names and email addresses of attendees ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Can't locate object method "_ImportOverlays" via package "RT::Base"
On Fri, Jun 17, 2011 at 09:48:56AM +0200, Serge van Ginderachter wrote: >On 16 June 2011 17:58, Kevin Falcone <[1]falc...@bestpractical.com> wrote: > > It's be helpful to see your actual config. > >Obviously, sorry. >RT_Config.pm remains the default from the RT4 tarball. >You can grab my (anonimzed) RT_SiteConfig.pm from here: >� [2]http://dl.dropbox.com/u/13986042/tmp/RT_SiteConfig.pm >The Apache2 config is at� [3]http://dl.dropbox.com/u/13986042/tmp/rt_apache It appears that you don't quite have a standard deploy. You're repeating the psgi stanzas in the Location and the Directory. I'm not really sure what that would do to apache, but I'd start by backing back out to the recommended config. -kevin pgpgoYfSIp9jl.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] 4.0.1RC2 upgrade errors from 3.8.7
In message <201106171302.p5hd2hpn004...@elvis.arl.psu.edu>, John D Groenveld wr ites: >Thank you for the heads-up, I wasn't aware that there were different >object names for each database port. Success. Create the sequences from ora2pg's "TYPE SEQUENCE". Rename them. Load the schema from rt-3.8.7/etc/schema.Pg, minus the sequences. Load the data from ora2pg's "TYPE COPY". Run /opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade Looking forward to the move to RT4; thanks Kevin, Jesse, et al! John groenv...@acm.org 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Scrip - merge custom fields
Hi, Look at RTIR it has such scrip, at least for IP custom field. On Sun, Jun 27, 2010 at 1:18 AM, Robin Williams wrote: > Hi all, > > I'm wondering if anyone has previously written a scrip to merge the custom > fields of two or more tickets when tickets are merged? I'm using "enter > multiple values", but any of the multi-value custom field types would be a > good start for me to modify. I see there is an example of an 'on merge' > condition detailed here http://wiki.bestpractical.com/view/OnMerge which > presumably I'd need to use to call the scrip, if I'm not mistaken? > > Thanks for any pointers anyone can offer - if no one has already done it, I > better start brushing up on my perl! > Robin. > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] AdminCC and requestor mailings
Hello. I'm using group for AdminCC the queue. Eventually, member of AdminCC created ticket, so he became requester. When owner of ticket reply him, requestor receives duplicate email notification: one for requestor, and the same for AdminCC. Is there any way to get rid of duplicate emails? RT4. -- Regards, Vitaly Tskhovrebov Senior System Administrator U.S. +1 (206) 905-9939 Russia +7 911 094-2035 2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT4 rt-server fcgi
Hello. I'm using RT4. While it's clear how to run it with nginx, it's still not clear for me, is there an init script for rt-server to put it to appropriate runlevel? -- Regards, Vitaly Tskhovrebov Senior System Administrator U.S. +1 (206) 905-9939 Russia +7 911 094-2035 2011 Training: http://bestpractical.com/services/training.html
