Re: [rt-users] Session take over while using RT::Authen::External
We had the same problem (FreeBSD 8.1, rt-3.8.10, p5-RT-Authen-ExternalAuth-0.09, apache-2.2.19, ap22-mod_fastcgi-2.4.6_1). Replacing mod_fastcgi with mod_perl (ap22-mod_perl2-2.0.5,3), solved the problem. Regards -- Vladimir Nikolic | Sistemski administrator / System Administrator Amis | Trzaska cesta 85 | 2000 Maribor | Slovenija Tel: +386 080 20 10 | Faks: +386 2 620 6 333 | www.amis.net http://www.amis.net 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Which Apache Optimize Options are useful for RT?
@ktm: thanks for your suggestions another one which programm gives me reliable results to optimize the rt website which one do you use is it necessary to run the program on the server or it can be run on clients also for realistic conditions. best regards john s. -- View this message in context: http://old.nabble.com/Which--Apache-Optimize-Options-are-useful-for-RT--tp32036185p32051370.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Can't call method ContentAsMIME on an undefined value
OK thanks Kevin for your help.I'll dig through 3.8.9 changes. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 12 July 2011 23:07 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Can't call method ContentAsMIME on an undefined value On Tue, Jul 12, 2011 at 04:47:41PM +, Raed El-Hames wrote: Kevin, Apologies Kevin but I put your name because through the archive I noticed you looked into similar problem. When trying to forward an update with an attachment and no text update I get the error Can't call method ... I noticed back in December another list user had the same issue (Ticket Forwarding), but it seems there was no solution posted. Do you know if there is a fix/solution?? And what would you recommend, I am on 3.8.7 (mod_perl2/apache/mysql); an upgrade is not an option for now, but I can patch the necessary. 3.8.9 fixes this, and it was a commit we backported from 4.0 by sunnavy. I don't currently have time to hunt it down, but hopefully that gives you enough information to search for the relevant diff. I have no idea if a single patch will fix it or if you'd need a series of patches. -kevin 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On 12 Jul 2011, at 23:10, Yan Seiner wrote: This explains why I have not been able to get this to work. :-) I am trying to figure out some way of tagging specific transactions. I have users who upload specific documents, or make specific comments, that need to be tagged a certain way. For example, one of our engineers might upload a cost estimate to a ticket. I want that transaction to be tagged as a cost estimate, so we can find it later on. Is there any way to do that? I don't want to rely on file names, as this gets dicey. Any way to add a tag to a transaction that is searchable? I can think of a bit of a hack; you could have a scrip which notices such transactions, and adds the transaction ID to a ticket level custom field. You can then search on that custom field, and probably do something to make the results a clickable link to the transaction in question. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Setting up HTTPS on RT 3.8
Hello list, I have an RT 3.8 installation and I want to set up HTTPS (no mixed content, everything over HTTPS). Anyone can tell me how to do that (and sorry for the noob question) ? Thanks in advance 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Setting up HTTPS on RT 3.8
Hello Brahim You can do this over the webserver apache with ssl certificate best regards john -- View this message in context: http://old.nabble.com/Setting-up-HTTPS-on-RT-3.8-tp32051984p32052627.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] imports with the offline tool not taking resolved date
Sorry, I know this is an older email http://www.gossamer-threads.com/lists/rt/users/73345?search_string=offline%20resolved%20date;#73345 but I am trying to do this and have a question about what the last person suggests. I can't find that code in the CreateTicket code like suggested, I am sure I just don't know what I am looking at. Using RT 3.8.9. Thanks for any help. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Setting up HTTPS on RT 3.8
# more rt3.conf
VirtualHost *:80
ServerName rt.domain.com
ServerAdmin root@localhost
DocumentRoot /opt/rt3/share/html
Alias /robots.txt /var/www/html/robots.txt
RewriteEngine On
RewriteCond %{HTTPS} off
RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}
AddDefaultCharset UTF-8
PerlRequire /opt/rt3/bin/webmux.pl
Directory /opt/rt3/share/html
Order allow,deny
Allow from all
SetHandler perl-script
PerlResponseHandler RT::Mason
/Directory
/VirtualHost
VirtualHost *:443
ServerName rt.domain.com:443
ServerAdmin root@localhost
DocumentRoot /opt/rt3/share/html
Alias /robots.txt /var/www/html/robots.txt
ErrorLog logs/mysslerror.log
sslEngine on
SSLProtocol -ALL +SSLv3 +TLSv1
SSLCipherSuite ALL:!aNULL:!ADH:!eNULL:!LOW:!EXP:RC4+RSA:+HIGH:+MEDIUM
TraceEnable off
LogLevel info
TransferLog logs/access_log
AddDefaultCharset UTF-8
PerlRequire /opt/rt3/bin/webmux.pl
Directory /opt/rt3/share/html
Order allow,deny
Allow from all
SetHandler perl-script
PerlResponseHandler RT::Mason
/Directory
sslCertificateFile /etc/httpd/certs/domain.com.crt
sslCertificateKeyFile /etc/httpd/certs/domain.cert-nopwd.pem
sslCertificateChainFile /etc/httpd/certs/gd_bundle.crt
/VirtualHost
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brahim Sakka
Sent: Wednesday, July 13, 2011 3:56 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Setting up HTTPS on RT 3.8
Hello list,
I have an RT 3.8 installation and I want to set up HTTPS (no mixed content,
everything over HTTPS).
Anyone can tell me how to do that (and sorry for the noob question) ?
Thanks in advance
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2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Wed, Jul 13, 2011 at 09:10:13AM +1000, Joanne Keown wrote: Does anyone know of a more elegant way of dealing with that number of Tickets? Because I have to put all my CF's applying to Tickets, I have over 20 CF's to deal with. It would be nice to be able to arrange/group them on the screen so that the workflow is a bit more elegant. Some folks use overlays to separate them. You can order them in the Admin UI. RT4 added a lot more css and html changes to make this easier, but still no grouping. -kevin Would love some hints if anyone has achieved this. PS: Hi Yan; I have just moved all my Upload CF's as applying to Tickets as well. I can now find these against the relevant ticket. But, as I said above, it's pretty messy and difficult to deal with. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, 13 July 2011 8:01 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. -kevin I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? pgpgHO9P2Ku5X.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Ownership on comment
Hey... is it possible to: 1. automatically set the owner of a ticket to the creator of the ticket? 2. automatically change the owner of a ticket to whomever comments on the ticket? 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ownership on comment
On Wed, Jul 13, 2011 at 11:17:47AM -0400, Chris Hall wrote: Hey... is it possible to: 1. automatically set the owner of a ticket to the creator of the ticket? 2. automatically change the owner of a ticket to whomever comments on the ticket? Yes. There should be an example Scrip for #2 on the wiki, and #1 is just a variant of that. -kevin pgprtlAw8xdZS.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ownership on comment
On Wed, Jul 13, 2011 at 11:17 AM, Chris Hall hir...@gmail.com wrote: Hey... is it possible to: 1. automatically set the owner of a ticket to the creator of the ticket? 2. automatically change the owner of a ticket to whomever comments on the ticket? You should be able to write scrips to do that. Main question is when in the life of a ticket should those events take place. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT Upgrade from 3.8.8 to 4.0.0 Problem
Kevin Falcone falcone at bestpractical.com writes: Out of curiousity, why was an old version of RT-Authen-ExternalAuth in your RT tree? Did you upgrade in-place rather than into a clean directory? Yes, this was an upgrade-in-place. I inherited the upgrade from someone else who did the original install, so I didn't know what local customizations had been done and figured that an upgrade would be safer than a fresh install. Is this going to be a problem? I'm noticing some RTFM issues from the database update, namely that it couldn't update RTFM because 2.0 was installed. I don't believe that we use RTFM at all. Can this error be ignored, or is there a way to nuke this part of the database so that a fresh install of the most recent RTFM will work? thanks, r. Processing 3.8.9 setlogsock(): type='tcp': TCP service unavailable at /usr/local/lib/perl5/site_perl/5.8.9/Log/Dispatch/Syslog.pm line 75 Now inserting data. [Tue Jul 12 15:16:46 2011] [warning]: Use of uninitialized value in string eq at /data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm line 627, line 1. (/data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm:627) [Tue Jul 12 15:16:46 2011] [warning]: Use of uninitialized value in string eq at /data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm line 627, line 1. (/data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm:627) [Tue Jul 12 15:16:46 2011] [warning]: Use of uninitialized value in string eq at /data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm line 627, line 1. (/data/website-packages/libdesign/rt/sbin/../lib/RT/Template.pm:627) Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. Processing 3.9.6 Now populating database schema. Processing 3.9.7 Now populating database schema. Now inserting data. Processing 3.9.8 Now populating database schema. Now inserting data. [Tue Jul 12 15:17:35 2011] [error]: You appear to be upgrading from RTFM 2.0 - We don't support upgrading this old of an RTFM yet (./etc/upgrade/3.9.8/content:14) [Tue Jul 12 15:17:35 2011] [error]: We found RTFM tables in your database. Checking for content. (./etc/upgrade/3.9.8/content:17) [Tue Jul 12 15:17:35 2011] [warning]: DBD::Oracle::db selectall_arrayref failed: ORA-00942: table or view does not exist (DBD ERROR: error possibly near * indicator at char 37 in 'SELECT count(*) AS articlecount FROM *FM_Articles') [for Statement SELECT count(*) AS articlecount FROM FM_Articles] at ./etc/upgrade/3.9.8/content line 19. (./etc/upgrade/3.9.8/content:19) Processing 4.0.0rc2 Processing 4.0.0rc4 Now populating database schema. Processing 4.0.0rc7 Now inserting data. Processing 4.0.1 Now inserting data. Done. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ownership on comment
thanks guys, yeah, scrips are doing the job. #1 has been taken care of w/ a
scrip I found on the wiki. #2 eludes me, but I'm working on it. Used this
for #1
Description: AutoSetOwner
Condition: On Resolve
Action: User Defined
Custom action preparation code:
return 1;
Custom action cleanup code:
# get actor ID
my $Actor = $self-TransactionObj-Creator;
# if actor is RT_SystemUser then get out of here
return 1 if $Actor == $RT::SystemUser-id;
# get out unless ticket owner is nobody
return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;
# ok, try to change owner
$RT::Logger-info(Auto assign ticket #. $self-TicketObj-id . to
user #. $Actor );
my ($status, $msg) = $self-TicketObj-SetOwner( $Actor );
unless( $status ) {
$RT::Logger-error( Impossible to assign the ticket to $Actor: $msg );
return undef;
}
return 1;
Template: Global template: Blank
On Wed, Jul 13, 2011 at 11:27 AM, Mauricio Tavares raubvo...@gmail.comwrote:
On Wed, Jul 13, 2011 at 11:17 AM, Chris Hall hir...@gmail.com wrote:
Hey... is it possible to:
1. automatically set the owner of a ticket to the creator of the ticket?
2. automatically change the owner of a ticket to whomever comments on the
ticket?
You should be able to write scrips to do that. Main question is
when in the life of a ticket should those events take place.
2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT Upgrade from 3.8.8 to 4.0.0 Problem
On Wed, Jul 13, 2011 at 03:37:19PM +, Roberto Hoyle wrote: Kevin Falcone falcone at bestpractical.com writes: Out of curiousity, why was an old version of RT-Authen-ExternalAuth in your RT tree? Did you upgrade in-place rather than into a clean directory? Yes, this was an upgrade-in-place. I inherited the upgrade from someone else who did the original install, so I didn't know what local customizations had been done and figured that an upgrade would be safer than a fresh install. Is this going to be a problem? Please review the top of docs/UPGRADING-4.0 as well as the recent blog post on upgrading: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html Both of which talk about why upgrading into /opt/rt3 is a bad idea. I'm noticing some RTFM issues from the database update, namely that it couldn't update RTFM because 2.0 was installed. I don't believe that we use RTFM at all. Can this error be ignored, or is there a way to nuke this part of the database so that a fresh install of the most recent RTFM will work? You must have some of the RTFM tables but not all of them? That's truly weird. As the upgrading documentation covers, RTFM is now built into RT 4 as Articles. If you don't use it, just remove all the RTFM tables before upgrading. setlogsock(): type='tcp': TCP service unavailable at /usr/local/lib/perl5/site_perl/5.8.9/Log/Dispatch/Syslog.pm line 75 Also, you appear to have some invalid logging settings -kevin pgpxGSzARtoSD.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] General thanks to the list
On 7/13/2011 12:16 PM, Nick Kartsioukas wrote: I just wanted to send a general thank-you out to the list. All the interactions I've seen on here have been professional, polite, and helpful. I can't say the same about some other open-source project lists I've followed, so this is quite nice :) Thanks everyone for making the RT community great! I'll second that. Thank you! 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Audit log?
Has anyone come up with a clever way to audit changes? Is there something built-in that I am missing? I'd like to know, for *one* example, when someone defines a new custom field (global or the queue name it was done in, the field name, etc). We're using RT 3.8.7, soon to 3.8.10 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Can't call method HasRight
On 7/12/2011 11:11 PM, Jeff Blaine wrote: On 7/12/2011 10:36 PM, Jeff Blaine wrote: Hmm, you're right. I just imported principal and cachedgroupmembers again -- this time fully. Not sure what went wrong, but I'll go back and redo group and groupmember as well, then run rt-validate again. Thanks! Okay, now we're getting somewhere! Zero validation problems other than the expected Ticket ones. Now the problem is that the sequence stuff is out of whack I guess. Any ideas as to how I might I go about fixing that? For now, this is all solved. Thanks so much for the help. I dove in and altered all of the sequences to reflect the associated data. Restarted PostgreSQL and ticket creation via email began working immediately. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Tuning RT4
Hi, I have a huge(2M Tickets, ~500 tickets/day) 3.8.1 RT installation and I'm trying to upgrade to 4.0.1. I'm facing some performance problems on my staging server(it's almost the same spec as my production server). I'm using on 3.8.1: Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all /Directory PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl PerlSetVar MasonStaticSource true PerlSetVar MasonBufferPreallocateSize 4096000 PerlSetVar MasonDataCacheDefaults cache_class= MemoryCache, cache_depth = 4 PerlSetVar MasonPreloads '/Elements/*' Location /rt/ AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location To make 4.0.1 works I'd have to change to: Location /rt Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl The question is: How can I assign the Mason variables(StaticSource, BufferSize, Preloads, ...) on RT4? Thanks, Wagner Sartori Junior 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Tuning RT4
On Wed, Jul 13, 2011 at 11:42 PM, Wagner Sartori Junior wsart...@gmail.com wrote: The question is: How can I assign the Mason variables(StaticSource, BufferSize, Preloads, ...) on RT4? In RT4 and 3 as well you can use the following option in the config to set mason's properties: Set(@MasonParameters, preamble = 'my $p = MasonX::Profiler-new($m, $r);', ); Arguments are described in http://search.cpan.org/dist/HTML-Mason/lib/HTML/Mason/Params.pod, in RT config you should use perl name of the options. Want to note that: * RT uses static source if DevelMode is not enabled * Preloading may help, but not everything can be preloaded * Buffer preallocation may has less or no effect on RT4 Other options are either dangerouse or useless for admins. -- Best regards, Ruslan. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Audit log?
On Wed, Jul 13, 2011 at 9:56 PM, Jeff Blaine jbla...@kickflop.net wrote: I'd like to know, for *one* example, when someone defines a new custom field (global or the queue name it was done in, the field name, etc). Do you want to do something when a new CF created? For example send a mail? You always can wrap any method, for example RT::CustomField::Create. It's doable. Scrips do this for Tickets. In theory we can extend scrips to work for all objects, not only tickets, but this work is not scheduled. -- Best regards, Ruslan. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Allowing user to provide a required CF at resolve time
We have a CF named 'ServiceTag' and we want to ensure a value is provided before a ticket can be resolved. Here's what we already have working: 1. We created a Callback on Update.html which checks whether the user is a. trying to resolve and b. has provided a service tag. If not, we do not allow the resolve to proceed, and the user gets the message Sorry, can't resolve ticket without a service tag. at the top of the form. 2. We've copied Update.html to local/ and added a Service Tag form field on the page. If the service tag is already defined, this field populates the value correctly. So far so good. What I haven't quite figured out how to do is to capture the new value if the user provides one. Of course, the common case we are trying to handle is when the user attempts to resolve a ticket that has no service tag. So they click Resolve on the ticket, type in some message, and then they click Update Ticket the first time and get the message Sorry, can't resolve ticket without a service tag. We now want to allow them to simply provide the service tag on the form, and click Update Ticket again, and then we want to store the service tag and allow the resolve to proceed. I'm guessing I need to do something in Update.html's INIT area to detect whether the ServiceTag value has changed, but I am not quite sure how to proceed. Can anyone provide some pointers? Thanks, Fran 2011 Training: http://bestpractical.com/services/training.html
