Re: [rt-users] help with ModifyQuery callback

[Kevin Falcone]

On Wed, Oct 12, 2011 at 03:41:58PM -0500, Izz Abdullah wrote:
> And I have tried with just $query...I wrote the silly program though and 
> received what I expected, an error for an undefined variable.  If I change 
> the print line to
> print $query;

If print $query works, why are you using $$query on the right of an
assignment?  go print $$query and see what you get.

> I have been using the double $ because that is all I could find on the 
> net...no one here has given me any other guidance on this issue.

The correct way to do this is to avoid hacking things onto the string
(what happens when I use the syntax available to do queue:General, are
you going to transform that to fulltext:queue:General?)

lib/RT/Search/Googleish.pm has been massively refactored and contains
a number of small subroutines available for overriding that affect the
way that the default parsing is done.  You could do this with in a
much less fragile manner by looking at that code and overriding the
default parsing one.

-kevin


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[rt-users] RT4 for ubuntu 11.10 will be out of date, how to get latest stable?

[Allen]

http://packages.ubuntu.com/oneiric/request-tracker4 shows they are
going to release Ubuntu 11.10 Oneiric with RT 4.0.1 instead of 4.0.2.

I want to upgrade our RT3.8.7 which runs on 10.04LTS but want to get
to the latest stable RT, not a version already months out of date. I
also prefer not to upgrade the OS off LTS right now if I don't have
to.

What is the best option for getting to the latest RT that will be the
least system administration?

1. Use apt preferences to pin request tracker to the stable
request-tracker4 package (v4.0.1) offered with Oneiric and suffer that
it is out of date ?

2. Add Debian Squeeze Backports source repository and install the
request-tracker4 package (v4.0.2) ?

Are there any problems / gotchas with installing a Debian backport on
an Ubuntu system?
http://packages.debian.org/en/squeeze-backports/request-tracker4

3. Manually install latest RT4 from source, configure, cpan, make
deps, fix deps ?

I am concerned that installing manually could end up putting some
software in one place, but that same software may already be installed
through the package system in some other place, creating conflicts or
errors when they get out of sync. Also, installing manually seems to
put much more burden on me personally for system maintenance and
updates when that work should just be done as a feature of the OS's
package system (apt-get update). Then later if the packages catch up
and I want to switch to them, I have all this duplicate manually
installed, untracked (and abandoned) software on the server.

With the first 2 options trying to install the latest RT on an OS that
is a year and a half old, am I just going to run into problems not
being able to install or update to newer software packages because
they are not going to be packaged for such an old OS? To get to the
newest RT by package, should I be upgrading the whole OS as well?

What are you other Ubuntu users planning to do to upgrade to or
install RT4 and why?

Allen

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Re: [rt-users] Where can I remove Time Estimated and Time Left fields?

[josh.cole]

I changed Ticket/Elements/ShowBasics which has the elements that I want to
remove. I see this in /SelfService/Display.html <&
/Ticket/Elements/ShowBasics, Ticket => $Ticket &>

That is the same file I edited and I have cleared the mason cache but the
changes are not reflected. 


Joop wrote:
> 
> josh.cole wrote:
>> If anyone is willing to tell me how I can accomplish this. It is driving
>> me
>> crazy!
>>   
> As per the subject:
> You'll need to copy SelfService/Display.html to your local folder and 
> you'll see that it calls /Ticket/Elements/ShowDates, so you'll need to 
> copy that as well. Then you'll need to modify Display.html to not call 
> /Tickets/Elements/ShowDates but your modified version.
> That is how I would do it.
> 
> Regards,
> 
> Joop
> 
> 
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> 
> 

-- 
View this message in context: 
http://old.nabble.com/Where-can-I-remove-Time-Estimated-and-Time-Left-fields--tp32586944p32641405.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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Re: [rt-users] help with ModifyQuery callback

[Izz Abdullah]

And I have tried with just $query...I wrote the silly program though and 
received what I expected, an error for an undefined variable.  If I change the 
print line to
print $query;
I get also what I would expect, an echo to stdout of "search term"

I have been using the double $ because that is all I could find on the net...no 
one here has given me any other guidance on this issue.
http://requesttracker.wikia.com/wiki/SimpleSearchIncludeResolved
http://wiki-archive.bestpractical.com/edit/ModifyQuery/1768
and there are a few others
Another reason is the code I have used from what I saw here on skipping ticket 
history transactions for unprivileged users (SkipTransaction):
<%init>
return if $session{'CurrentUser'}->Privileged;
my($myskip)=1;
if ($Transaction->Type =~ /^(Correspond|Create)$/) {
$myskip=0;
}

$$skip=$myskip;


<%args>
$Transaction => undef
$skip


Which works beautifully!  (Thanks to Lars on for the code)



-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, October 12, 2011 3:10 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] help with ModifyQuery callback

On Wed, Oct 12, 2011 at 02:45:08PM -0500, Izz Abdullah wrote:
> $$query = "fulltext:$$query"; #I have also tried $$query = "fulltext:" . 
> $$query;

I don't think this does what you think it does.

Try writing a trivial perl program.

use strict; use warnings;
my $query = "search term";
print $$query;

-kevin

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Re: [rt-users] help with ModifyQuery callback

[Izz Abdullah]

I see where you are going with this.  I have also tried $query.
Google showed up previous results of people changing the search criteria to 
include all ticket statuses and $$query was used.

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, October 12, 2011 3:10 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] help with ModifyQuery callback

On Wed, Oct 12, 2011 at 02:45:08PM -0500, Izz Abdullah wrote:
> $$query = "fulltext:$$query"; #I have also tried $$query = "fulltext:" . 
> $$query;

I don't think this does what you think it does.

Try writing a trivial perl program.

use strict; use warnings;
my $query = "search term";
print $$query;

-kevin

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Re: [rt-users] help with ModifyQuery callback

[Izz Abdullah]

I appreciate the code, but yes, I have been asked to hard code the fts for 
simple search.  The thing is, simple search is now displayed on privileged 
users top-bar in RT4.0.2 and it is very easy to just punch something in and 
search.  Of course, management doesn't want to type 'fulltext:' before the 
term, so I've been on a hunt for a solution.  I don't think your code will do 
what I need since I need to change the functionality of the search box in the 
topsection that is now rt4.0.2.

Thank you though...by the way an addition to my fiasco:

I edited the ModifyQuery callback to contain only one line:
$$query = $$query . " new open resolved stalled rejected deleted";
AND the search functionality still returns 0 results.  Something else is not 
quite right...any ideas?

Cleared mason cache = sudo rm -rf /opt/rt4/var/mason_data/obj/*
Changed ownership of directory tree is sudo chown -R root:www-data /Callbacks
  (I have another callback in Ticket that works perfectly)
And of course restarting apache in Ubuntu...

What am I missing?

-Original Message-
From: Allen [mailto:allen+rtl...@crystalfontz.com] 
Sent: Wednesday, October 12, 2011 3:07 PM
To: rt-users@lists.bestpractical.com
Cc: Izz Abdullah
Subject: Re: help with ModifyQuery callback

If you really want to search full text most of the time, using the Tickets 
section with all the dropdowns and page submits can be cumbersome. I can see 
why you want to modify the simple search page. I don;t know how to do that, but 
attached is a PHP script that searches the database directly.

You'll need to put in code for your mysql connection to the RT database at the 
top of the file. You will also need to recode all the php function shortcuts 
for making HTML form elements (show_open_form(), make_radio(), etc) using your 
favorite form making widget or just writing out the html manually. Then search 
the file for "YOURDOMAIN" and substitute your appropriate domain name.

Using Callbacks, I added menu items inside RT so that links to this "Easier 
Search" page show up when you hover over the global "Tickets"
navigation menu and when inside that section, adds a link next to the other 
page nav items like "Edit Search", "Show results", etc. How to do that was 
discussed on this list a couple of weeks ago. Search for:
RT4 Callback changes Elements/Tabs/Default

Doing it this way is not ideal since it accesses the database directly instead 
of through RT API, which means if schema or anything changes, this script will 
be broken. But it works ok for now.

Allen

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Re: [rt-users] help with ModifyQuery callback

[Kevin Falcone]

On Wed, Oct 12, 2011 at 02:45:08PM -0500, Izz Abdullah wrote:
> $$query = "fulltext:$$query"; #I have also tried $$query = "fulltext:" . 
> $$query;

I don't think this does what you think it does.

Try writing a trivial perl program.

use strict; use warnings;
my $query = "search term";
print $$query;

-kevin


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Re: [rt-users] Can't select user at the page Global User Rights

[Thomas Sibley]

On 10/12/2011 02:49 PM, Aline Guedes wrote:

Hello Thomas,

Follows the pages attached.


I meant the source of the page, not screenshots.


I think it is worth mentioning that there are a some customizations on
my site (including interface/css changes). I am also migrating from rt
3.4.4 to 4.0.2. Let me know in case you think any of these changes could
also be causing this problem.


Can you show us your local customizations?

Thomas

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Re: [rt-users] Custom Status 4.0.2

[Ruslan Zakirov]

Hi,

Just delete first Set(%Lifecycles, ...); call and leave second one.
First call you have is totally incorrect and messes things. I don't
know why you left it there.

On Wed, Oct 12, 2011 at 11:22 PM, Randy Black  wrote:
>
> attached,.
>
> Thanks!
>
> -Original Message-
> From: ruslan.zaki...@gmail.com on behalf of Ruslan Zakirov
> Sent: Wed 10/12/2011 2:18 PM
> To: Randy Black
> Cc: RT users
> Subject: Re: [rt-users] Custom Status 4.0.2
>
> Hi,
>
> Ok. Syntax is ok, but you changed brackets and now things are not what
> RT expect them to be. Show you current config so I can help you.
>
> On Wed, Oct 12, 2011 at 10:51 PM, Randy Black 
> wrote:
>> ok,  i copied and pasted just as it was explained, I then restarted Apache
>> and then compiling failed...
>>
>> not sure where to go from here.  Do the values from the RT_Config need
>> commented out or does the RT_SiteConfig override those settings?
>>
>> here is what happened, if you need to see the full config, let me know.
>>
>> Randy
>>
>> [root@localhost etc]# vi RT_SiteConfig.pm
>> [root@localhost etc]# `perl -c etc/RT_SiteConfig.pm`
>> Can't open perl script "etc/RT_SiteConfig.pm": No such file or directory
>> [root@localhost etc]# `perl -c /apps/rt4/etc/RT_SiteConfig.pm`
>> /apps/rt4/etc/RT_SiteConfig.pm syntax OK
>> [root@localhost etc]# /etc/init.d/httpd restart
>> Stopping httpd:    [  OK  ]
>> Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]:   (in cleanup) Error
>> while loading /apps/rt4/sbin/rt-server: Not a HASH reference at
>> /apps/rt4/sbin/../lib/RT/Lifecycle.pm line 620.
>> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Queue.pm line
>> 161.
>> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrip.pm line
>> 72.
>> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrip.pm
>> line
>> 72.
>> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrips.pm line
>> 72.
>> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrips.pm
>> line
>> 72.
>> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transaction.pm
>> line 82.
>> BEGIN failed--compilation aborted at
>> /apps/rt4/sbin/../lib/RT/Transaction.pm
>> line 82.
>> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transactions.pm
>> line 73.
>> BEGIN failed--compilation aborted at
>> /apps/rt4/sbin/../lib/RT/Transactions.pm line 73.
>> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Record.pm line
>> 1492.
>> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Record.pm
>> line
>> 1492.
>> Compilation failed in require at (eval 83) line 3.
>>     ...propagated at /usr/share/perl5/base.pm line 94.
>> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/User.pm line
>> 70.
>> Compilation failed in require at (eval 82) line 3.
>>     ...propagated at /usr/share/perl5/base.pm line 94.
>> BEGIN failed--compilation aborted at
>> /apps/rt4/sbin/../lib/RT/CurrentUser.pm
>> line 97.
>> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Handle.pm line
>> 238. (/apps/rt4/sbin/../lib/RT.pm:342)
>> [Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known:
>> Failed
>> to resolve server name for 10.0.1.153 (check DNS) -- or specify an
>> explicit
>> ServerName
>>    [  OK  ]
>>
>>
>>
>> -Original Message-
>> From: ruslan.zaki...@gmail.com on behalf of Ruslan Zakirov
>> Sent: Wed 10/12/2011 12:21 PM
>> To: Randy Black
>> Cc: RT users
>> Subject: Re: [rt-users] Custom Status 4.0.2
>>
>> On Wed, Oct 12, 2011 at 4:58 PM, Randy Black 
>> wrote:
>>> Hi Ruslan,
>>
>> Hello,
>>
>>
>>>
>>> That's a good question.  I would be pleased to use the defaults.  I had
>>> limited exposure to RT 3.x and brand new to RT4 as a sys admin.  My main
>>> goal is to add just a few statuses and a spam action.
>>>
>>> I went to the training in Chicago, but I'm afraid I must have not been
>>> caffeinated enough or over caffinated when we went over that section...
>>>
>>> How do I add "InProgress" and "WaitingOnClient" to the statuses and a
>>> "spam" action?
>>
>> You keep Ccing rt-users@ mailing list so other people can help you %)
>>
>> First of all, open RT_Config.pm that is, as well, in etc dir. Copy
>> default %Lifecycle setting from it into RT_SiteConfig.pm starting from
>> "Set(%Lifecycles," ending with ");". Restart your server to make sure
>> it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is
>> ok even before restarting server.
>>
>> Then you can add new statuses. You probably need "active => [...],"
>> line. Then for new statuses you add allowed transitions. And so on.
>> Just make sure every bracket and quote character is balanced. If you
>> don't trust your changes, check syntax with above command after every
>> change.
>>
>>>
>>> Thanks much for your help!
>>> Randy
>>>
>>> -Original Message-
>>> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.c

Re: [rt-users] help with ModifyQuery callback

[Izz Abdullah]

I have gone as far to add the logger, and it never shows up in the rt.log.  
Here is what I have now.


1.   ModifyQuery breaks ALL simple search (meaning, no matter what I put 
into the box to search for, I get 0 results)

2.   There is no noise in the logs from the RT Logger

3.   I have cleared the mason cache

4.   I have restarted apache

5.   Here is my ModifyQuery code - I have tried multiple variations:

a.   <%init>

$RT::Logger->debug("The initial value is $$query"); #I have also tried this 
with the $$query outside of the quotes

$$query = "fulltext:$$query"; #I have also tried $$query = "fulltext:" . 
$$query;

$RT::Logger->debug("The value is now $$query");





<%args>

$query => undef



b.  <%init>

my $val = $$query;

$RT::Logger->debug("The initial value is $val"); #I have also tried this with 
the $val outside of the quotes

$val = "fulltext:$val"; #I have also tried $val = "fulltext:" . $val; ##and I 
have also tried: $$query = "fulltext:$val"; #and $$query = "fulltext:" . $val;

$RT::Logger->debug("The value is now $val"); #changed to $$query if assigned to 
$$query on the line above

$$query = $val;  #this gets commented out if I change two lines up to be 
assigned directly to $$query





<%args>

$query => undef




I know someone can give me some pointers.  I am so confused why it's not 
working, and if the syntax is bad, why am I not at least getting something in 
the logs


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Friday, October 07, 2011 3:08 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] help with ModifyQuery callback

Anyone?  The below code breaks the simple query altogether.  I haven't seen 
anything from google.

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Friday, October 07, 2011 8:36 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] help with ModifyQuery callback

I would appreciate some assistance in forcing FTS in simple searches...so I 
have written the following, which completely broke the simple search, but you 
get the idea of what I am trying to do (value of: 
/opt/rt4/local/html/Callbacks/hibbett/Search/Simple.html/ModifyQuery):
<%init>
my $val = $$query;
$val = "fulltext:$val";
$$query = $val;


<%args>
$query => undef



I imagine I could skip a step and have a one-liner: $$query = 
"fulltext:$$query"; but nonetheless, it doesn't like me modifying the query 
like this.  Is the query, at this point, sql, or is it still the text inserted 
into the search box?

I have changed owner on the tree structure to www-data:www-data, and I have 
cleared the mason cache. (clearly since the simple search will not return any 
results now) :)

I will continue to work on this, but would appreciate any assistance.

Thanks in advance,
Izz

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Re: [rt-users] Custom Status 4.0.2

[Randy Black]

attached,.

Thanks!

-Original Message-
From: ruslan.zaki...@gmail.com on behalf of Ruslan Zakirov
Sent: Wed 10/12/2011 2:18 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2
 
Hi,

Ok. Syntax is ok, but you changed brackets and now things are not what
RT expect them to be. Show you current config so I can help you.

On Wed, Oct 12, 2011 at 10:51 PM, Randy Black  wrote:
> ok,  i copied and pasted just as it was explained, I then restarted Apache
> and then compiling failed...
>
> not sure where to go from here.  Do the values from the RT_Config need
> commented out or does the RT_SiteConfig override those settings?
>
> here is what happened, if you need to see the full config, let me know.
>
> Randy
>
> [root@localhost etc]# vi RT_SiteConfig.pm
> [root@localhost etc]# `perl -c etc/RT_SiteConfig.pm`
> Can't open perl script "etc/RT_SiteConfig.pm": No such file or directory
> [root@localhost etc]# `perl -c /apps/rt4/etc/RT_SiteConfig.pm`
> /apps/rt4/etc/RT_SiteConfig.pm syntax OK
> [root@localhost etc]# /etc/init.d/httpd restart
> Stopping httpd:    [  OK  ]
> Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]:   (in cleanup) Error
> while loading /apps/rt4/sbin/rt-server: Not a HASH reference at
> /apps/rt4/sbin/../lib/RT/Lifecycle.pm line 620.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Queue.pm line 161.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrip.pm line 72.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrip.pm line
> 72.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrips.pm line 72.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrips.pm line
> 72.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transaction.pm
> line 82.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Transaction.pm
> line 82.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transactions.pm
> line 73.
> BEGIN failed--compilation aborted at
> /apps/rt4/sbin/../lib/RT/Transactions.pm line 73.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Record.pm line
> 1492.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Record.pm line
> 1492.
> Compilation failed in require at (eval 83) line 3.
>     ...propagated at /usr/share/perl5/base.pm line 94.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/User.pm line
> 70.
> Compilation failed in require at (eval 82) line 3.
>     ...propagated at /usr/share/perl5/base.pm line 94.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/CurrentUser.pm
> line 97.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Handle.pm line
> 238. (/apps/rt4/sbin/../lib/RT.pm:342)
> [Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: Failed
> to resolve server name for 10.0.1.153 (check DNS) -- or specify an explicit
> ServerName
>    [  OK  ]
>
>
>
> -Original Message-
> From: ruslan.zaki...@gmail.com on behalf of Ruslan Zakirov
> Sent: Wed 10/12/2011 12:21 PM
> To: Randy Black
> Cc: RT users
> Subject: Re: [rt-users] Custom Status 4.0.2
>
> On Wed, Oct 12, 2011 at 4:58 PM, Randy Black  wrote:
>> Hi Ruslan,
>
> Hello,
>
>
>>
>> That's a good question.  I would be pleased to use the defaults.  I had
>> limited exposure to RT 3.x and brand new to RT4 as a sys admin.  My main
>> goal is to add just a few statuses and a spam action.
>>
>> I went to the training in Chicago, but I'm afraid I must have not been
>> caffeinated enough or over caffinated when we went over that section...
>>
>> How do I add "InProgress" and "WaitingOnClient" to the statuses and a
>> "spam" action?
>
> You keep Ccing rt-users@ mailing list so other people can help you %)
>
> First of all, open RT_Config.pm that is, as well, in etc dir. Copy
> default %Lifecycle setting from it into RT_SiteConfig.pm starting from
> "Set(%Lifecycles," ending with ");". Restart your server to make sure
> it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is
> ok even before restarting server.
>
> Then you can add new statuses. You probably need "active => [...],"
> line. Then for new statuses you add allowed transitions. And so on.
> Just make sure every bracket and quote character is balanced. If you
> don't trust your changes, check syntax with above command after every
> change.
>
>>
>> Thanks much for your help!
>> Randy
>>
>> -Original Message-
>> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf
>> Of Ruslan Zakirov
>> Sent: Tuesday, October 11, 2011 2:55 PM
>> To: Randy Black
>> Subject: Re: [rt-users] Custom Status 4.0.2
>>
>> On Tue, Oct 11, 2011 at 11:37 PM, Randy Black 
>> wrote:
>>> I simply copied and pasted the code from some one's prod box posted on
>>> the wiki here:
>>
>> My editor pastes additional braces into code if I paste it in a wrong
>> mode.
>>

Re: [rt-users] Custom Status 4.0.2

[Ruslan Zakirov]

Hi,

Ok. Syntax is ok, but you changed brackets and now things are not what
RT expect them to be. Show you current config so I can help you.

On Wed, Oct 12, 2011 at 10:51 PM, Randy Black  wrote:
> ok,  i copied and pasted just as it was explained, I then restarted Apache
> and then compiling failed...
>
> not sure where to go from here.  Do the values from the RT_Config need
> commented out or does the RT_SiteConfig override those settings?
>
> here is what happened, if you need to see the full config, let me know.
>
> Randy
>
> [root@localhost etc]# vi RT_SiteConfig.pm
> [root@localhost etc]# `perl -c etc/RT_SiteConfig.pm`
> Can't open perl script "etc/RT_SiteConfig.pm": No such file or directory
> [root@localhost etc]# `perl -c /apps/rt4/etc/RT_SiteConfig.pm`
> /apps/rt4/etc/RT_SiteConfig.pm syntax OK
> [root@localhost etc]# /etc/init.d/httpd restart
> Stopping httpd:    [  OK  ]
> Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]:   (in cleanup) Error
> while loading /apps/rt4/sbin/rt-server: Not a HASH reference at
> /apps/rt4/sbin/../lib/RT/Lifecycle.pm line 620.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Queue.pm line 161.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrip.pm line 72.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrip.pm line
> 72.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrips.pm line 72.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrips.pm line
> 72.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transaction.pm
> line 82.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Transaction.pm
> line 82.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transactions.pm
> line 73.
> BEGIN failed--compilation aborted at
> /apps/rt4/sbin/../lib/RT/Transactions.pm line 73.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Record.pm line
> 1492.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Record.pm line
> 1492.
> Compilation failed in require at (eval 83) line 3.
>     ...propagated at /usr/share/perl5/base.pm line 94.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/User.pm line
> 70.
> Compilation failed in require at (eval 82) line 3.
>     ...propagated at /usr/share/perl5/base.pm line 94.
> BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/CurrentUser.pm
> line 97.
> Compilation failed in require at /apps/rt4/sbin/../lib/RT/Handle.pm line
> 238. (/apps/rt4/sbin/../lib/RT.pm:342)
> [Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: Failed
> to resolve server name for 10.0.1.153 (check DNS) -- or specify an explicit
> ServerName
>    [  OK  ]
>
>
>
> -Original Message-
> From: ruslan.zaki...@gmail.com on behalf of Ruslan Zakirov
> Sent: Wed 10/12/2011 12:21 PM
> To: Randy Black
> Cc: RT users
> Subject: Re: [rt-users] Custom Status 4.0.2
>
> On Wed, Oct 12, 2011 at 4:58 PM, Randy Black  wrote:
>> Hi Ruslan,
>
> Hello,
>
>
>>
>> That's a good question.  I would be pleased to use the defaults.  I had
>> limited exposure to RT 3.x and brand new to RT4 as a sys admin.  My main
>> goal is to add just a few statuses and a spam action.
>>
>> I went to the training in Chicago, but I'm afraid I must have not been
>> caffeinated enough or over caffinated when we went over that section...
>>
>> How do I add "InProgress" and "WaitingOnClient" to the statuses and a
>> "spam" action?
>
> You keep Ccing rt-users@ mailing list so other people can help you %)
>
> First of all, open RT_Config.pm that is, as well, in etc dir. Copy
> default %Lifecycle setting from it into RT_SiteConfig.pm starting from
> "Set(%Lifecycles," ending with ");". Restart your server to make sure
> it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is
> ok even before restarting server.
>
> Then you can add new statuses. You probably need "active => [...],"
> line. Then for new statuses you add allowed transitions. And so on.
> Just make sure every bracket and quote character is balanced. If you
> don't trust your changes, check syntax with above command after every
> change.
>
>>
>> Thanks much for your help!
>> Randy
>>
>> -Original Message-
>> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf
>> Of Ruslan Zakirov
>> Sent: Tuesday, October 11, 2011 2:55 PM
>> To: Randy Black
>> Subject: Re: [rt-users] Custom Status 4.0.2
>>
>> On Tue, Oct 11, 2011 at 11:37 PM, Randy Black 
>> wrote:
>>> I simply copied and pasted the code from some one's prod box posted on
>>> the wiki here:
>>
>> My editor pastes additional braces into code if I paste it in a wrong
>> mode.
>>
>> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4
>>
>> That article copies mostly everything from RT_Config.pm.
>>
>>>
>>> That didn't work, so I tried your suggestions, with leaving the rest
>>> unto

Re: [rt-users] Custom Status 4.0.2

[Randy Black]

ok,  i copied and pasted just as it was explained, I then restarted Apache and 
then compiling failed...

not sure where to go from here.  Do the values from the RT_Config need 
commented out or does the RT_SiteConfig override those settings?

here is what happened, if you need to see the full config, let me know.

Randy

[root@localhost etc]# vi RT_SiteConfig.pm 
[root@localhost etc]# `perl -c etc/RT_SiteConfig.pm`
Can't open perl script "etc/RT_SiteConfig.pm": No such file or directory
[root@localhost etc]# `perl -c /apps/rt4/etc/RT_SiteConfig.pm`
/apps/rt4/etc/RT_SiteConfig.pm syntax OK
[root@localhost etc]# /etc/init.d/httpd restart
Stopping httpd:[  OK  ]
Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]:   (in cleanup) Error 
while loading /apps/rt4/sbin/rt-server: Not a HASH reference at 
/apps/rt4/sbin/../lib/RT/Lifecycle.pm line 620.
Compilation failed in require at /apps/rt4/sbin/../lib/RT/Queue.pm line 161.
Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrip.pm line 72.
BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrip.pm line 72.
Compilation failed in require at /apps/rt4/sbin/../lib/RT/Scrips.pm line 72.
BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Scrips.pm line 72.
Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transaction.pm line 
82.
BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Transaction.pm 
line 82.
Compilation failed in require at /apps/rt4/sbin/../lib/RT/Transactions.pm line 
73.
BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Transactions.pm 
line 73.
Compilation failed in require at /apps/rt4/sbin/../lib/RT/Record.pm line 1492.
BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/Record.pm line 
1492.
Compilation failed in require at (eval 83) line 3.
...propagated at /usr/share/perl5/base.pm line 94.
BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/User.pm line 70.
Compilation failed in require at (eval 82) line 3.
...propagated at /usr/share/perl5/base.pm line 94.
BEGIN failed--compilation aborted at /apps/rt4/sbin/../lib/RT/CurrentUser.pm 
line 97.
Compilation failed in require at /apps/rt4/sbin/../lib/RT/Handle.pm line 238. 
(/apps/rt4/sbin/../lib/RT.pm:342)
[Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: Failed to 
resolve server name for 10.0.1.153 (check DNS) -- or specify an explicit 
ServerName
   [  OK  ]



-Original Message-
From: ruslan.zaki...@gmail.com on behalf of Ruslan Zakirov
Sent: Wed 10/12/2011 12:21 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2
 
On Wed, Oct 12, 2011 at 4:58 PM, Randy Black  wrote:
> Hi Ruslan,

Hello,


>
> That's a good question.  I would be pleased to use the defaults.  I had 
> limited exposure to RT 3.x and brand new to RT4 as a sys admin.  My main goal 
> is to add just a few statuses and a spam action.
>
> I went to the training in Chicago, but I'm afraid I must have not been 
> caffeinated enough or over caffinated when we went over that section...
>
> How do I add "InProgress" and "WaitingOnClient" to the statuses and a "spam" 
> action?

You keep Ccing rt-users@ mailing list so other people can help you %)

First of all, open RT_Config.pm that is, as well, in etc dir. Copy
default %Lifecycle setting from it into RT_SiteConfig.pm starting from
"Set(%Lifecycles," ending with ");". Restart your server to make sure
it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is
ok even before restarting server.

Then you can add new statuses. You probably need "active => [...],"
line. Then for new statuses you add allowed transitions. And so on.
Just make sure every bracket and quote character is balanced. If you
don't trust your changes, check syntax with above command after every
change.

>
> Thanks much for your help!
> Randy
>
> -Original Message-
> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of 
> Ruslan Zakirov
> Sent: Tuesday, October 11, 2011 2:55 PM
> To: Randy Black
> Subject: Re: [rt-users] Custom Status 4.0.2
>
> On Tue, Oct 11, 2011 at 11:37 PM, Randy Black  wrote:
>> I simply copied and pasted the code from some one's prod box posted on the 
>> wiki here:
>
> My editor pastes additional braces into code if I paste it in a wrong mode.
>
> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4
>
> That article copies mostly everything from RT_Config.pm.
>
>>
>> That didn't work, so I tried your suggestions, with leaving the rest 
>> untouched.
>
> Why didn't you use defaults from RT_Config.pm?
>
>>
>> Thanks,
>> Randy
>>
>> -Original Message-
>> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf 
>> Of Ruslan Zakirov
>> Sent: Tuesday, October 11, 2011 2:35 PM
>> To: Randy Black
>> Cc: RT users
>> Subject: Re: [rt-users] Custom Status 4.0.2
>>
>> On Tue, Oct 11, 201

[rt-users] Accessing custom fields of type "Ticket Transactions" using CLI?

[tobiasbp]

Hello list.

I need to look up up values for custom fields of type "Ticket Transactions".

Using the query below, I can see the full ticket history, but the
custom field on transactions does not show up:
rt show -l 103/history

I'm using RT 3.8.8 on Debian.

Regards,
Tobias

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Looking up queues by name in cli: How to handle spaces in names?

[tobiasbp]

Hello list.

I'm running RT 3.8.8 on Debian.

Using the cli I need to get information on queues. I can look up
queues with no spaces in their name, but I can't figure out to handle
queues with spaces in their names.

Looking up the queue "queue_name" works:
rt show -t queue some_queue

I can't figure out how to look up the queue "queue name".
I have tried the below without success:
rt show -t queue some\ queue
rt show -t queue 'some queue'
rt show -t queue some%20queue

I get the error:
rt: show: Unrecognised argument 'queue name'.
rt: show: No objects specified.
rt: For help, run 'rt help show'.
rt: For help, run 'rt help queue'.

Any ideas?

Regards,
Tobias

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] 3.8.8->4.0.2 upgrade: /lib/RT/Template.pm line 627, <> line 1

[Ruslan Zakirov]

On Wed, Oct 12, 2011 at 8:53 PM, Jason Doran  wrote:
> Hi,
> I am testing an upgrade from 3.8.8 to latest 4.0.2 (mysql-5.0.x/httpd-2.2.x)
>
> I found it easier to set up a new rt4 folder and database and to manually
> migrate my few updates/config changes across.
>
> To do this I first dropped all newly created rt4 tables and then imported my
> rt3 database into rt4. I then ran /opt/rt4/sbin/rt-setup-database
> --prompt-for-dba-password --action upgrade
>
> The code from Template.pm line 627 is:
>
>    if ($self->Type eq 'Perl' && !$self->CurrentUser->HasRight(Right =>
> 'ExecuteCode', Object => $RT::System)) {
>        return ( undef, $self->loc('Permission Denied') );
>    }
>
> Any ideas on what might causing the warnings? All seems well with the system
> (including latest RT-Authen-ExternalAuth) and the upgrade is worth it just
> for the Show/Hide quoted text, but I am concerned about the three warnings
> below.

Nothing to worry about. Old database has no Type value, but it filled
in later upgrade script, but during upgrade code hits code path where
value is checked. Check is correct for such situation, so DB should be
intact.





>
> Processing 3.8.9
> Now inserting data.
> [Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in string
> eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1.
> (/opt/rt4/sbin/../lib/RT/Template.pm:627)
> [Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in string
> eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1.
> (/opt/rt4/sbin/../lib/RT/Template.pm:627)
> [Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in string
> eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1.
> (/opt/rt4/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.
> Processing 4.0.0rc2
> Now populating database schema.
> Processing 4.0.0rc4
> Now populating database schema.
> Processing 4.0.0rc7
> Now inserting data.
> Processing 4.0.1
> Now inserting data.
> Done.
>
>
> I should also mention that I have not installed all extensions yet from
> 3.8.8 as I want to review. RTx::EmailCompletion RT::FM RTx::Tags. Would the
> error be related to these not installed on test system?
>
> I have also played with RTFM on rt3 at some stage, so I (prior to update,
> and after importing rt3 into new rt4 database) just deleted these tables:
> drop table FM_Articles, FM_Classes, FM_ObjectTopics, FM_Topics;
>
>
> Regards,
> Jason
>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Can't select user at the page Global User Rights

[Thomas Sibley]

On 10/12/2011 11:29 AM, Aline Guedes wrote:

I am using Firefox 4.0.1 on Windows XP.

The only error I see is:
[12:27:34.404] uncaught exception: jQuery UI Tabs: Mismatching fragment
identifier.


Would you be able to save that page and send it to us?  If you want, you 
can send it off-list, directly to me.


Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Custom Status 4.0.2

[Ruslan Zakirov]

On Wed, Oct 12, 2011 at 4:58 PM, Randy Black  wrote:
> Hi Ruslan,

Hello,


>
> That’s a good question.  I would be pleased to use the defaults.  I had 
> limited exposure to RT 3.x and brand new to RT4 as a sys admin.  My main goal 
> is to add just a few statuses and a spam action.
>
> I went to the training in Chicago, but I'm afraid I must have not been 
> caffeinated enough or over caffinated when we went over that section...
>
> How do I add "InProgress" and "WaitingOnClient" to the statuses and a "spam" 
> action?

You keep Ccing rt-users@ mailing list so other people can help you %)

First of all, open RT_Config.pm that is, as well, in etc dir. Copy
default %Lifecycle setting from it into RT_SiteConfig.pm starting from
"Set(%Lifecycles," ending with ");". Restart your server to make sure
it worked or run `perl -c etc/RT_SiteConfig.pm` to make sure syntax is
ok even before restarting server.

Then you can add new statuses. You probably need "active => [...],"
line. Then for new statuses you add allowed transitions. And so on.
Just make sure every bracket and quote character is balanced. If you
don't trust your changes, check syntax with above command after every
change.

>
> Thanks much for your help!
> Randy
>
> -Original Message-
> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of 
> Ruslan Zakirov
> Sent: Tuesday, October 11, 2011 2:55 PM
> To: Randy Black
> Subject: Re: [rt-users] Custom Status 4.0.2
>
> On Tue, Oct 11, 2011 at 11:37 PM, Randy Black  wrote:
>> I simply copied and pasted the code from some one's prod box posted on the 
>> wiki here:
>
> My editor pastes additional braces into code if I paste it in a wrong mode.
>
> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4
>
> That article copies mostly everything from RT_Config.pm.
>
>>
>> That didn't work, so I tried your suggestions, with leaving the rest 
>> untouched.
>
> Why didn't you use defaults from RT_Config.pm?
>
>>
>> Thanks,
>> Randy
>>
>> -Original Message-
>> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf 
>> Of Ruslan Zakirov
>> Sent: Tuesday, October 11, 2011 2:35 PM
>> To: Randy Black
>> Cc: RT users
>> Subject: Re: [rt-users] Custom Status 4.0.2
>>
>> On Tue, Oct 11, 2011 at 11:15 PM, Randy Black  wrote:
>>> Tried this - no dice.
>>
>> What is "this"? I spotted two most obvious errors. Sadly you have
>> more. Send the current variant.
>>
>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at 
>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or 
>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of 
>>> line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm 
>>> line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: 
>>> Couldn't load RT config file RT_SiteConfig.pm:\n\nsyntax error at 
>>> /apps/rt4/etc/RT_SiteConfig.pm line 107, near "=>"\nMissing right curly or 
>>> square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of 
>>> line\nCompilation failed in require at /apps/rt4/sbin/../lib/RT/Config.pm 
>>> line 888.\n
>>>
>>>
>>> -Original Message-
>>> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf 
>>> Of Ruslan Zakirov
>>> Sent: Tuesday, October 11, 2011 9:26 AM
>>> To: Randy Black
>>> Subject: Re: [rt-users] Custom Status 4.0.2
>>>
>>> On Tue, Oct 11, 2011 at 2:07 AM, Randy Black  wrote:
 Using the sample, my config fails to load - it says it fails on line 98
 which would correspond with the "defaults => {" line (notice the S on
 defaults, not the "default" line).

 This example was found @
 http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki
 is wrong, I read and implemented something wrong or my sample is wrong

 Randy


 Set(%Lifecycles,

 default => {
     initial => [ 'new' ],
     active  => [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing',
 'stalled' ],
     inactive => [ 'resolved', 'rejected', 'deleted' ],
     }
>>>
>>> this closing bracket should be deleted. Most closing brackets need
>>> comma or semi right after.
>>>

 defaults => {
     on_create => 'new',
     on_merge  => 'resolved',
     approved  => 'open',
     denied    => 'rejected',
     },


 transitions => {
     => [qw(new open resolved)],
     # from   => [ to list ],
     new  => [qw(open stalled ABC At_Client ABC-E Developing 
 resolved
 rejected deleted)],
     open => [qw(stalled ABC At_Client ABC-E Developing resolved
 rejected deleted)],
     ABC   => [qw(open stalled At_Client ABC-E Developing resolved
 rejected deleted)],
     At_Client => [qw(open stalled ABC ABC-E Developing resolved 
 rejected
 deleted)],
     'ABC-E'    => [qw(open stalled ABC

[rt-users] 3.8.8->4.0.2 upgrade: /lib/RT/Template.pm line 627, <> line 1

[Jason Doran]

Hi,
I am testing an upgrade from 3.8.8 to latest 4.0.2 (mysql-5.0.x/ 
httpd-2.2.x)


I found it easier to set up a new rt4 folder and database and to  
manually migrate my few updates/config changes across.


To do this I first dropped all newly created rt4 tables and then  
imported my rt3 database into rt4. I then ran /opt/rt4/sbin/rt-setup- 
database --prompt-for-dba-password --action upgrade


The code from Template.pm line 627 is:

if ($self->Type eq 'Perl' && !$self->CurrentUser->HasRight(Right  
=> 'ExecuteCode', Object => $RT::System)) {

return ( undef, $self->loc('Permission Denied') );
}

Any ideas on what might causing the warnings? All seems well with the  
system (including latest RT-Authen-ExternalAuth) and the upgrade is  
worth it just for the Show/Hide quoted text, but I am concerned about  
the three warnings below.


Processing 3.8.9
Now inserting data.
[Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in  
string eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1.  
(/opt/rt4/sbin/../lib/RT/Template.pm:627)
[Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in  
string eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1.  
(/opt/rt4/sbin/../lib/RT/Template.pm:627)
[Wed Oct 12 15:47:14 2011] [warning]: Use of uninitialized value in  
string eq at /opt/rt4/sbin/../lib/RT/Template.pm line 627, <> line 1.  
(/opt/rt4/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.
Processing 4.0.0rc2
Now populating database schema.
Processing 4.0.0rc4
Now populating database schema.
Processing 4.0.0rc7
Now inserting data.
Processing 4.0.1
Now inserting data.
Done.


I should also mention that I have not installed all extensions yet  
from 3.8.8 as I want to review. RTx::EmailCompletion RT::FM RTx::Tags.  
Would the error be related to these not installed on test system?


I have also played with RTFM on rt3 at some stage, so I (prior to  
update, and after importing rt3 into new rt4 database) just deleted  
these tables:

drop table FM_Articles, FM_Classes, FM_ObjectTopics, FM_Topics;


Regards,
Jason




RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] New install of RT4 crashes Internet Explorer 8

[Scott]

On 10/12/2011 03:32 AM, Nehmer Torben wrote:

Hello together,

I too just ran into the problem described in this thread. Complex layouts tend 
to lock up Internet Explorer for quite some time, however, I have not tried to 
trace it down to a specific UI element.

As with Christopher, disabling the behavoir line in msie-pie.css hides the 
problem without affecting functionality so far as I can see it. It does look 
blockier, as some effects are not applied.

Have you any plan how to handle this problem? Of course, I can keep the line in 
question commented out, but this makes upgrading a pain.
We solved this by installing ie9.  I think this is an ie8 issue 
microsoft is not going to fix.





Best regards,
Torben Nehmer
---
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.neh...@cancom.de
www.cancom.de
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Martin Mayr, Tobias Hörmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich 
für den Gebrauch durch den Empfänger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely 
for the use of the addressee!


-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Christopher 
Lasater
Gesendet: Freitag, 8. Juli 2011 16:02
An: Christopher Lasater; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

Also, if you check out the known issues page 
(http://css3pie.com/documentation/known-issues/ ) there is a comment about CSS 
not working properly in the Body element.  I removed div#Body from the 
msie-pie.css file and it seems to work, unfortunately I have no clue what this 
impacts.  It seems to go slower and when you zoom in a bit it chops off some 
words in drop down boxes.  I just went back to commenting out the whole line 
instead.

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher 
Lasater
Sent: Friday, July 08, 2011 9:38 AM
To: Henry Angeles; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

I never really used IE much, more of a Firefox person, but it looks good.  I 
think a couple things might be blockier, but much better then maxing out a CPU 
and locking up.  I believe the PIE file only affects IE so Firefox users should 
not be impacted.

-Original Message-
From: Henry Angeles [mailto:hange...@barenecessities.com]
Sent: Friday, July 08, 2011 9:02 AM
To: Christopher Lasater; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] New install of RT4 crashes Internet Explorer 8

Chris,

Did the 'fix' have any detrimental effects ?

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher 
Lasater
Sent: Thursday, July 07, 2011 5:40 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

I believe me and a coworker have found the problem, if we comment out the line 
in the following file the problem goes away.  I assume it has to do with the 
PIE.htc which is at version 1.0beta2 current version is beta4, which I tried 
and did not help :/

/*behavior: url(/NoAuth/css/images/PIE.htc); */

http://server.net/NoAuth/css/aileron/msie-pie.css


The following site does mention an issue with things not being loaded correctly 
outside of 100% zoom, but it does not mention CPU going to 100%.

http://css3pie.com/documentation/known-issues/


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 05, 2011 1:33 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote:

Unfortunately I experience the problem with my local RT4.0.1 but not
the issues.bestpractical.com. So its more than just what version of IE
you have. When changing the zoom level I can even get it to lock up
before logging in. Do you have any config changes on the apache side
for issues.bestpractical.com? mod_perl or fastcgi?

We're running a very vanilla mod_fastcgi setup, based on the documentation we 
ship with RT.


IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64

I'm on an older IE8 release, but with WinXP for my IE8 machine.
Unfortunately, my Win7 machines are already running IE9 for testing.

-kevin


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ke

Re: [rt-users] Can't select user at the page Global User Rights

[Aline Guedes]

I am using Firefox 4.0.1 on Windows XP.

The only error I see is:
[12:27:34.404] uncaught exception: jQuery UI Tabs: Mismatching fragment
identifier.

Best regards,
Aline

On Wed, Oct 12, 2011 at 12:18 PM, Thomas Sibley wrote:

> On 10/12/2011 11:12 AM, Aline Guedes wrote:
>
>> I am using RT 4.0.2 and when I go to Tools -> Configuration -> Global ->
>> User Rights and click on an user, it seems like the page is not updated
>> - the name of the user doesn't show as selected (doesn't become bold)
>> and the tables with the user rights doesn't change either. The name of
>> the first user in the page is always in bold though.
>>
> [snip]
>
>
>> Is this a bug or maybe something wrong on my side? Please advise.
>>
>
> I can't reproduce this on 4.0.2 locally.  What browser are you using and do
> you see any javascript errors in the browser's error console?
>
> Thomas
> 
> RT Training Sessions 
> (http://bestpractical.com/**services/training.html
> )
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Can't select user at the page Global User Rights

[Thomas Sibley]

On 10/12/2011 11:12 AM, Aline Guedes wrote:

I am using RT 4.0.2 and when I go to Tools -> Configuration -> Global ->
User Rights and click on an user, it seems like the page is not updated
- the name of the user doesn't show as selected (doesn't become bold)
and the tables with the user rights doesn't change either. The name of
the first user in the page is always in bold though.

[snip]


Is this a bug or maybe something wrong on my side? Please advise.


I can't reproduce this on 4.0.2 locally.  What browser are you using and 
do you see any javascript errors in the browser's error console?


Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Can't select user at the page Global User Rights

[Aline Guedes]

Hello,

I am using RT 4.0.2 and when I go to Tools -> Configuration -> Global ->
User Rights and click on an user, it seems like the page is not updated -
the name of the user doesn't show as selected (doesn't become bold) and the
tables with the user rights doesn't change either. The name of the first
user in the page is always in bold though.

Note that the page at Tools -> Configuration -> Global -> Group Rights work
just fine - it gets updated correctly after I click on a different group
(and it seems to use the same script as the user rights page).

Is this a bug or maybe something wrong on my side? Please advise.

Best regards,
Aline

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] New install of RT4 crashes Internet Explorer 8

[Nehmer Torben]

Hello together,

I too just ran into the problem described in this thread. Complex layouts tend 
to lock up Internet Explorer for quite some time, however, I have not tried to 
trace it down to a specific UI element.

As with Christopher, disabling the behavoir line in msie-pie.css hides the 
problem without affecting functionality so far as I can see it. It does look 
blockier, as some effects are not applied.

Have you any plan how to handle this problem? Of course, I can keep the line in 
question commented out, but this makes upgrading a pain. 


Best regards,
Torben Nehmer
---
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.neh...@cancom.de
www.cancom.de
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Martin Mayr, Tobias Hörmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich 
für den Gebrauch durch den Empfänger bestimmt! 
This e-mail and any files transmitted with it are confidential intended solely 
for the use of the addressee!


-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Christopher 
Lasater
Gesendet: Freitag, 8. Juli 2011 16:02
An: Christopher Lasater; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

Also, if you check out the known issues page 
(http://css3pie.com/documentation/known-issues/ ) there is a comment about CSS 
not working properly in the Body element.  I removed div#Body from the 
msie-pie.css file and it seems to work, unfortunately I have no clue what this 
impacts.  It seems to go slower and when you zoom in a bit it chops off some 
words in drop down boxes.  I just went back to commenting out the whole line 
instead.

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher 
Lasater
Sent: Friday, July 08, 2011 9:38 AM
To: Henry Angeles; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

I never really used IE much, more of a Firefox person, but it looks good.  I 
think a couple things might be blockier, but much better then maxing out a CPU 
and locking up.  I believe the PIE file only affects IE so Firefox users should 
not be impacted.

-Original Message-
From: Henry Angeles [mailto:hange...@barenecessities.com]
Sent: Friday, July 08, 2011 9:02 AM
To: Christopher Lasater; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] New install of RT4 crashes Internet Explorer 8

Chris,

Did the 'fix' have any detrimental effects ?

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher 
Lasater
Sent: Thursday, July 07, 2011 5:40 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

I believe me and a coworker have found the problem, if we comment out the line 
in the following file the problem goes away.  I assume it has to do with the 
PIE.htc which is at version 1.0beta2 current version is beta4, which I tried 
and did not help :/ 

/*behavior: url(/NoAuth/css/images/PIE.htc); */

http://server.net/NoAuth/css/aileron/msie-pie.css


The following site does mention an issue with things not being loaded correctly 
outside of 100% zoom, but it does not mention CPU going to 100%.  

http://css3pie.com/documentation/known-issues/


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 05, 2011 1:33 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8

On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote:
> Unfortunately I experience the problem with my local RT4.0.1 but not 
> the issues.bestpractical.com. So its more than just what version of IE 
> you have. When changing the zoom level I can even get it to lock up 
> before logging in. Do you have any config changes on the apache side 
> for issues.bestpractical.com? mod_perl or fastcgi?

We're running a very vanilla mod_fastcgi setup, based on the documentation we 
ship with RT.

> IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64

I'm on an older IE8 release, but with WinXP for my IE8 machine.
Unfortunately, my Win7 machines are already running IE9 for testing.

-kevin

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin 
> Falcone
> Sent: Tuesday, July 05, 2011 9:24 AM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] New

Re: [rt-users] Default value's on creation

[Bart]

Thanks to the below scrip I've been able to get this work :-)

Though, the syntax is a little different:

if( ! $self->TicketObj-> FirstCustomFieldValue( 'Type' ) ) {
$self->TicketObj->AddCustomFieldValue(Field => 'Type', Value => 'Incident'
);
}

return 1;

This sets the Type to Incident when the CF is empty, but won't set the CF if
it's already filled.

Thanks for the tip.


-- Bart


2011/10/11 Gerard FENELON 

>  Hi Bart
>
> we use
>
>   if( ! $ticket->CustomFieldValues( 'Software Ready' )->First )
> {
> # set the custom field
> my $cf = RT::CustomField->new( $RT::SystemUser );
> $cf->LoadByName( Name => 'Software Ready' );
> my ( $status, $msg ) = $ticket->AddCustomFieldValue( Field => $cf,
> Value => 'Not ready' );
>
> if( $status )
>   {
>   $RT::Logger->info( $blurb . " : 'Software Ready' set to 'Not ready'"
> );
>   }
> else
>   {
>   $RT::Logger->warning( $blurb . " : Couldn't set 'Software Ready' to
> 'Not ready'" . $msg );
>   }
> }
>
> Gerard
>
>
> On 2011-10-11 15:44, Bart wrote:
>
> Hi,
>
> I have a simple scrip that sets some default values during the creation of
> a ticket.
> The problem witht his scrip is that it's a little rough, it sets the values
> even when somoen manually creates a ticket and fills in the fields (they get
> overwritten).
>
> Because of that I want the scrip to first check if the field isn't set
> already, with that I'm kinda having a problem, checking if the field is NULL
> doesn't seem to work...
>
> What's the best way for checking if a Custom Field (in this case) isn't
> set?
>
> I've tried these options but they don't seem to work:
>
> Check if the field is empty:
>
> if($self->TicketObj->FirstCustomFieldValue(Field => 'Type') = 'NULL') { do
> something };
>
> Since this field could contain the option Problem this if statement does
> something when the ticket is set to Problem (for testing, but this doesn't
> seem to work either):
>
> if($self->TicketObj->FirstCustomFieldValue(Field => 'Type') =~ /^P/) { do
> something );
>
> And a bunch of varaiaties where I\ve either bumped against issues of syntax
> not being recognised, etc. (things like neq, !=, NULL without quotes, etc.).
>
> Does anyone have an example on how to do something similar? (check if a CF
> is empty, if so then fill it with a value)
>
> -- Bart
>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  San Francisco, CA, USA — October 18 & 19, 2011
> *  Washington DC, USA — October 31 & November 1, 2011
> *  Barcelona, Spain — November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Barcelona, Spain — November 28 & 29, 2011