Re: [rt-users] show quoted text / hide quoted text

[Josh Tackitt]

#rt says there's no built-in option for this but it could be
accomplished with javascript.



On 11/3/11 11:56 AM, Josh Tackitt wrote:
> Is there any way to set "show quoted text" to be disabled or expanded by
> default?
> 
> Thanks,
> Josh
> 
> 

-- 
Reed College
Computer Hardware Services
503-788-6661

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Images in emails

[Kevin Fox]

Hello all,

I have finished setting up a new Ubuntu server running RT4.0.2, using
modperl2/apache2 .  The issue that I am having is that when users send an
email with text and images in it, the images are being stripped out and
shown as attachments in RT and the AdminCC/watcher emails.

Example

User sends:
Text1
image1
text2
image2

RT displays/Emails AdminsCC
Text1

text2

Attachments
image1/image2

I have set the templates content type to html, and set to prefer richtext.
Is there any way to make RT, and most importantly the emails that RT sends
to the AdminCC/watchers format the same way that the email comes in?

Thanks for any help!

Kev

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] show quoted text / hide quoted text

[Josh Tackitt]

Is there any way to set "show quoted text" to be disabled or expanded by
default?

Thanks,
Josh


-- 
Reed College
Computer Hardware Services
503-788-6661

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Lifecycle Question

[Kevin Falcone]

On Thu, Nov 03, 2011 at 04:53:40PM +0100, Nehmer Torben wrote:
>Is it possible to adjust the default lifecycle without having to overwrite 
> it completely? What
>I simply want to have are a few changed actions (basically we want 
> responses on Resolve, not
>Comments). Now I don't want to overwrite the entire Lifecycle to keep 
> things simple. Is this
>possible?

You can copy just default => { } and leave approvals in RT_Config.pm,
but you do need to copy all of default in order to modify it.

You can also add a new lifecycle without copying default from
RT_Config.pm into RT_SiteConfig.pm

To summarize, there's a very simple merge algorithm, but it only
happens at the top level.

-kevin


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Re: [rt-users] Lifecycle Question

[Ian Roy]

If you copy the default lifecycle section from RT_Config.pm over to your 
RT_SiteConfig.pm file, you should have no problems making that change.


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Nehmer Torben
Sent: November-03-11 9:54 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Lifecycle Question

Hi there,

I have a question about lifecycles (which are the next best thing to sliced 
bread in my opinion):

Is it possible to adjust the default lifecycle without having to overwrite it 
completely? What I simply want to have are a few changed actions (basically we 
want responses on Resolve, not Comments). Now I don't want to overwrite the 
entire Lifecycle to keep things simple. Is this possible?

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!


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*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Can I grant GroupA privilege to reset passwords for GroupB?

[Kevin Falcone]

On Wed, Nov 02, 2011 at 12:02:10PM -0700, Brian Dugay wrote:
>I have RT 3.8.4.  One of the groups has asked me if a few members could be 
> given the privilege
>to reset passwords for all the members in the group.  Thus far in my 
> reading, I have not been
>able to find a way to do this.  Only thing I have found is
>the [1]http://search.cpan.org/dist/RT-Extension-ResetPassword/.  By the 
> way, we are currently
>using RT's internal authentication, (no external auth).

Hi Brian

Unfortunately, you can't grant AdminUsers on a Group level.  So you
could say that a Group can AdminUsers (which includes resetting
passwords) for all users, but not just for a subset.

This does seem like something that would be useful, but I'm not sure
how much it would complicate the already complex ACL checks.

-kevin


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Re: [rt-users] Custom search based on full months

[Kevin Falcone]

On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote:
> I am looking to use RT's ticket search feature to show tickets that
> were created "this month", ie November 1st - November 30th. Also
> another search for "last month".  we don't want anything that is -
> 30 day or - 1 month.   We're trying to setup a dashboard that shows
> customers what is being worked on this month, and what was worked on
> last month.  btw this is in RT 3.8.8.  Thanks in advance.

Those are all parsed by Time::ParseDate, so anything it can handle we
can use:
https://metacpan.org/module/Time::ParseDate

-kevin


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Re: [rt-users] Rights question

[Kenneth Crocker]

Kevin,

AHH. Thanks. Makes sense.

Kenn
LBNL

On Thu, Nov 3, 2011 at 7:45 AM, Kevin Falcone wrote:

> On Wed, Nov 02, 2011 at 01:07:17PM -0700, Kenneth Crocker wrote:
> >What is the difference between "ModifyScrips" and "ExecuteCode"? The
> wording for "ExecuteCode"
> >says it allows the writing of perl code, but I thought that's what
> "ModifyScrips" did.
>
> ExecuteCode affects changing Scrips, but also affects which Templates
> you can change (compare Perl vs Simple templates as documented in
> docs/customizing/templates.pod)
>
> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>

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Re: [rt-users] RT4 - mod_perl problem with apache2

[Nehmer Torben]

Hi Dominic,

agreed, it sounds very much like what I experience here.

Schöne Grüße,
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 Dominic 
Hargreaves
Gesendet: Donnerstag, 3. November 2011 16:46
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] RT4 - mod_perl problem with apache2

On Thu, Nov 03, 2011 at 10:55:45AM -0400, Kevin Falcone wrote:
> On Thu, Nov 03, 2011 at 09:47:38AM +0100, Nehmer Torben wrote:
> > > > we had the same problem here, disabling the GPG Stuff made the 
> > > > segfaults go away.
> > >
> > > Were you actually using gpg, or did you just have the perl modules 
> > > installed and that 
> > > was enough to cause segfaults?
> > 
> > I have installed RT out of the box using Debian Packages which as far
> > as I can see pulls all necessary dependencies into the system. RTs GPG
> > configuration was on the defaults in RT_Config.pm, no changes are made
> > by the deb. Once I disabled GPG as outlined in the docs (Enable =>
> > undef), the problem disappeared.
> 
> So, is this a problem with the Debian packages, or do folks have
> source installs of 4.0.2 on Debian that are having segfaults?

Haven't delved through this thread in detail yet, but this sounds quite
similar to .
If anyone has anything to add to that bug report, that'd be helpful.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Custom search based on full months

[Scott Benson]

I am looking to use RT's ticket search feature to show tickets that were 
created "this month", ie November 1st - November 30th. Also another 
search for "last month".  we don't want anything that is - 30 day or - 1 
month.   We're trying to setup a dashboard that shows customers what is 
being worked on this month, and what was worked on last month.  btw this 
is in RT 3.8.8.  Thanks in advance.


--
Scott Benson



RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Apache config woes

[Jim T]

The trailing slash was at fault :)

Thank you Thomas, and to the other responders.

Regards, Jim

On Thu, Nov 3, 2011 at 3:48 PM, Thomas Sibley  wrote:

> On 11/03/2011 Jim T wrote:
>
>> I am trying to serve rt from "/rt". I have read the web_deployment.pod
>> and I thought I'd configured apache correctly but I still cant get rt
>> to start. The apache error log says "File does not exist: /var/www/rt".
>>
>
> Untested, but on a hunch try changing the ScriptAlias line to this:
>
>ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi/
>
> Note the lack of a trailing slash after /rt.
>
>
> On 11/03/2011 20/20 Lab wrote:
>
>> Alias /rt "/opt/rt4/share/html"
>>
>> I think this is the line your missing.
>>
>> -Matt
>>
>
> I don't think so.  That's what the ScriptAlias line is for.
>
> Thomas
>
> 
> RT Training Sessions 
> (http://bestpractical.com/**services/training.html
> )
> *  Barcelona, Spain  November 28 & 29, 2011
>

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[rt-users] Lifecycle Question

[Nehmer Torben]

Hi there,

I have a question about lifecycles (which are the next best thing to sliced 
bread in my opinion):

Is it possible to adjust the default lifecycle without having to overwrite it 
completely? What I simply want to have are a few changed actions (basically we 
want responses on Resolve, not Comments). Now I don't want to overwrite the 
entire Lifecycle to keep things simple. Is this possible?

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!


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Apache config woes

[Thomas Sibley]

On 11/03/2011 Jim T wrote:

I am trying to serve rt from "/rt". I have read the web_deployment.pod
and I thought I'd configured apache correctly but I still cant get rt
to start. The apache error log says "File does not exist: /var/www/rt".


Untested, but on a hunch try changing the ScriptAlias line to this:

ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi/

Note the lack of a trailing slash after /rt.

On 11/03/2011 20/20 Lab wrote:

Alias /rt "/opt/rt4/share/html"

I think this is the line your missing.

-Matt


I don't think so.  That's what the ScriptAlias line is for.

Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] RT4 - mod_perl problem with apache2

[Dominic Hargreaves]

On Thu, Nov 03, 2011 at 10:55:45AM -0400, Kevin Falcone wrote:
> On Thu, Nov 03, 2011 at 09:47:38AM +0100, Nehmer Torben wrote:
> > > > we had the same problem here, disabling the GPG Stuff made the 
> > > > segfaults go away.
> > >
> > > Were you actually using gpg, or did you just have the perl modules 
> > > installed and that 
> > > was enough to cause segfaults?
> > 
> > I have installed RT out of the box using Debian Packages which as far
> > as I can see pulls all necessary dependencies into the system. RTs GPG
> > configuration was on the defaults in RT_Config.pm, no changes are made
> > by the deb. Once I disabled GPG as outlined in the docs (Enable =>
> > undef), the problem disappeared.
> 
> So, is this a problem with the Debian packages, or do folks have
> source installs of 4.0.2 on Debian that are having segfaults?

Haven't delved through this thread in detail yet, but this sounds quite
similar to .
If anyone has anything to add to that bug report, that'd be helpful.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


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Re: [rt-users] RT4 - mod_perl problem with apache2

[Carlos Ramos]

On Thu, Nov 3, 2011 at 8:55 AM, Kevin Falcone  wrote:
> On Thu, Nov 03, 2011 at 09:47:38AM +0100, Nehmer Torben wrote:
>> > > we had the same problem here, disabling the GPG Stuff made the segfaults 
>> > > go away.
>> >
>> > Were you actually using gpg, or did you just have the perl modules 
>> > installed and that
>> > was enough to cause segfaults?
>>
>> I have installed RT out of the box using Debian Packages which as far
>> as I can see pulls all necessary dependencies into the system. RTs GPG
>> configuration was on the defaults in RT_Config.pm, no changes are made
>> by the deb. Once I disabled GPG as outlined in the docs (Enable =>
>> undef), the problem disappeared.
>
> So, is this a problem with the Debian packages, or do folks have
> source installs of 4.0.2 on Debian that are having segfaults?
>
> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>

I have a source install myself on a Debian Squeeze system, not using
the RT package that comes with Debian. And this is my GPG
configuration on System Config:

GnuPG {
  'RejectOnBadData' => 1,
  'Enable' => 0,
  'RejectOnMissingPrivateKey' => 1,
  'AllowEncryptDataInDB' => 0,
  'OutgoingMessagesFormat' => 'RFC'
}

GnuPGOptions {
  'homedir' => '/opt/rt4-pgsql/var/data/gpg'
}

I do have the gpg perl modules installed and I do have the gpg
executable in my path:

~$ which gpg
/usr/bin/gpg

~$ make testdeps
...
GPG dependencies:
PerlIO::eol ...found
GnuPG::Interface ...found
...

So again, I'm inclined to think that without the "--enable-gpg"
configure flag, GPG is disabled by default. No more segmentation
faults so far.

Cheers.

-- 
Carlos Ramos

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Apache config woes

[20/20 Lab]

On 11/03/2011 7:23 AM, Jim T wrote:

Hello,

I am trying to serve rt from "/rt". I have read the web_deployment.pod 
and I thought I'd configured apache correctly but I still cant get rt 
to start. The apache error log says "File does not exist: /var/www/rt".


Here's my apache config:


ServerAdmin webmaster@localhost

DocumentRoot /var/www

Options FollowSymLinks
AllowOverride None


Options Indexes FollowSymLinks MultiViews
AllowOverride None
Order allow,deny
allow from all


ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/

AllowOverride None
Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch
Order allow,deny
Allow from all


ErrorLog ${APACHE_LOG_DIR}/error.log

# Possible values include: debug, info, notice, warn, error, crit,
# alert, emerg.
LogLevel warn

CustomLog ${APACHE_LOG_DIR}/access.log combined

Alias /doc/ "/usr/share/doc/"

Options Indexes MultiViews FollowSymLinks
AllowOverride None
Order deny,allow
Deny from all
Allow from 127.0.0.0/255.0.0.0  
::1/128




### Optional apache logs for RT
# Ensure that your log rotation scripts know about these files
# ErrorLog /opt/rt4/var/log/apache2.error
#TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug

AddDefaultCharset UTF-8

Alias /rt/NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
ScriptAlias /rt/ /opt/rt4/sbin/rt-server.fcgi/

DocumentRoot /var/www

Alias /rt "/opt/rt4/share/html"

I think this is the line your missing.

-Matt



Order allow,deny
Allow from all

Options +ExecCGI
AddHandler fcgid-script fcgi





Any help would be really appreciated.

Regards, Jim



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*  Barcelona, Spain --- November 28&  29, 2011



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Re: [rt-users] RT4 - mod_perl problem with apache2

[Kevin Falcone]

On Thu, Nov 03, 2011 at 09:47:38AM +0100, Nehmer Torben wrote:
> > > we had the same problem here, disabling the GPG Stuff made the segfaults 
> > > go away.
> >
> > Were you actually using gpg, or did you just have the perl modules 
> > installed and that 
> > was enough to cause segfaults?
> 
> I have installed RT out of the box using Debian Packages which as far
> as I can see pulls all necessary dependencies into the system. RTs GPG
> configuration was on the defaults in RT_Config.pm, no changes are made
> by the deb. Once I disabled GPG as outlined in the docs (Enable =>
> undef), the problem disappeared.

So, is this a problem with the Debian packages, or do folks have
source installs of 4.0.2 on Debian that are having segfaults?

-kevin


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Re: [rt-users] RT4 - mod_perl problem with apache2

[Kevin Falcone]

On Wed, Nov 02, 2011 at 12:39:55PM -0600, Carlos Ramos wrote:
> On Wed, Nov 2, 2011 at 10:58 AM, Kevin Falcone
>  wrote:
> > On Wed, Nov 02, 2011 at 10:13:40AM -0600, Carlos Ramos wrote:
> >> On Wed, Nov 2, 2011 at 1:44 AM, Nehmer Torben  
> >> wrote:
> >> > Good morning,
> >> >
> >> > we had the same problem here, disabling the GPG Stuff made the segfaults 
> >> > go away.
> >>
> >> Thanks a lot for the answer, this solves the problem. I just ran
> >> "./configure" again without "--enable-gpg" and then "make install".
> >> Since I'm not actually using GPG this will do it. As a side note the
> >> GPG modules are still installed on the system, so disabling the
> >> functionality in the configure script is enough to fix this issue.
> >
> > Unless you added Enable => 0 to your config, I'm not entirely sure how
> > that would fix it.  By default, RT installs with it enabled and then
> > disables it at runtime.  Did you rerun with --disable-gpg or did you
> > just leave off --enable-gpg
> >
> > -kevin
> >
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Barcelona, Spain — November 28 & 29, 2011
> >
> 
> This was the configure script I was using:
> "./configure --enable-graphviz --enable-gd --enable-gpg
> --with-web-user=www-data --with-web-group=www-data --with-db-type=Pg
> --with-web-handler=modperl2"
> 
> All I did was change it to:
> "./configure --enable-graphviz --enable-gd --with-web-user=www-data
> --with-web-group=www-data --with-db-type=Pg
> --with-web-handler=modperl2"
> and the problem disappeared.
> 
> As per the configure script help:
> "--enable-gpgTurns on GNU Privacy Guard (GPG) support"
> it does not look like it's on by default so by not providing
> "--enable-gpg" should turn gpg off. But if indeed is on by default and
> I have to use "--disable-gpg" to disable it, then I have no idea why
> the problem went away, maybe it will reappear later. I would hate
> that.

If you have gpg in your path, RT will default to trying to enable it
for you.  If you had the perl libraries installed, but no gpg binary,
you may have it flipped off.

What's your %GnuPG line from Tools -> System Configuration ?

-kevin


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Re: [rt-users] Custom per queue views

[Kevin Falcone]

On Thu, Nov 03, 2011 at 11:24:56AM +1100, Samuel Leslie wrote:
>I've just implemented the below for a few of the more common fields, 
> however, there's still
>several custom fields that are very queue specific so if implemented as 
> below it will result
>in the Queue Summary being full of empty fields for queues where that 
> custom field is not
>defined. I do think this would be a fantastic capability for RT in being 
> able to define a
>default view based off the Query Builder. In the mean time, are there 
> perhaps any callbacks
>that could be taken advantage of to "emulate" such a capability? I've 
> taken a look but haven't
>found any that seemed to be a sensible match for what I'm trying to 
> achieve. Thanks again for
>the advice.

I'm not aware of any convenient callbacks.  The last time I looked, it
was going to be complicated to do this right, although I know one of
my colleagues had started poking at it on a branch.

-kevin

>On 3 November 2011 01:54, Kevin Falcone <[1]falc...@bestpractical.com> 
> wrote:
> 
>  On Wed, Nov 02, 2011 at 03:16:14PM +1100, Samuel Leslie wrote:
>  > Does RT provide a mechanism to do this? I know that I can define 
> search critera, sorting
>  and
>  > displayed columns in the Query Builder and save the query, but I can't 
> find a way to set a
>  > given saved query as the default for a queue. I can also see an option 
> to configure the
>  custom
>  > fields displayed in all queues: $DefaultSearchResultFormat; but this 
> isn't really
>  applicable I
>  > think to custom fields defined per queue (even if some exist in 
> multiple queues)?
>  >
>  > Apologies in advance if I've overlooked something obvious; 95% of the 
> functionality seems
>  to
>  > already exist, it's just that last step to make the defined query the 
> default that
>  remains!
> 
>  There isn't a per-queue default format. You *can* just show all the CFs
>  in the global format and they'll stay blank for queues where the CF
>  isn't applied.


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Re: [rt-users] Apache config woes

[Bart]

I believe RT installs itself in /opt/rt4/ ?

This is houw my Apache config looks atm:


ErrorLog /opt/rt4/var/log/apache2.error
TransferLog /opt/rt4/var/log/apache2.access

RewriteEngine On
RewriteCond %{HTTPS} off
RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}




ErrorLog /opt/rt4/var/log/apache2.error
TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug

AddDefaultCharset UTF-8

DocumentRoot "/opt/rt4/share/html"

Order allow,deny
Allow from all

SetHandler perl-script
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server


use Plack::Handler::Apache2;
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");


SSLEngine on
SSLCertificateFile /etc/ssl/certs/***.pem



We're hosting it via SSL, the port 80 part makes sure everything is
redirected to 443 (while keeping the URL in tact).


-- Bart


2011/11/3 Jim T 

> Hello,
>
> I am trying to serve rt from "/rt". I have read the web_deployment.pod and
> I thought I'd configured apache correctly but I still cant get rt to start.
> The apache error log says "File does not exist: /var/www/rt".
>
> Here's my apache config:
>
> 
> ServerAdmin webmaster@localhost
>
> DocumentRoot /var/www
> 
> Options FollowSymLinks
> AllowOverride None
> 
> 
> Options Indexes FollowSymLinks MultiViews
> AllowOverride None
> Order allow,deny
> allow from all
> 
>
> ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/
> 
> AllowOverride None
> Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch
> Order allow,deny
> Allow from all
> 
>
> ErrorLog ${APACHE_LOG_DIR}/error.log
>
> # Possible values include: debug, info, notice, warn, error, crit,
> # alert, emerg.
> LogLevel warn
>
> CustomLog ${APACHE_LOG_DIR}/access.log combined
>
> Alias /doc/ "/usr/share/doc/"
> 
> Options Indexes MultiViews FollowSymLinks
> AllowOverride None
> Order deny,allow
> Deny from all
> Allow from 127.0.0.0/255.0.0.0 ::1/128
> 
> 
> 
> ### Optional apache logs for RT
> # Ensure that your log rotation scripts know about these files
> # ErrorLog /opt/rt4/var/log/apache2.error
> #TransferLog /opt/rt4/var/log/apache2.access
> # LogLevel debug
>
> AddDefaultCharset UTF-8
>
> Alias /rt/NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
> ScriptAlias /rt/ /opt/rt4/sbin/rt-server.fcgi/
>
> DocumentRoot /var/www
> 
> Order allow,deny
> Allow from all
>
> Options +ExecCGI
> AddHandler fcgid-script fcgi
> 
> 
>
>
>
> Any help would be really appreciated.
>
> Regards, Jim
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Rights question

[Kevin Falcone]

On Wed, Nov 02, 2011 at 01:07:17PM -0700, Kenneth Crocker wrote:
>What is the difference between "ModifyScrips" and "ExecuteCode"? The 
> wording for "ExecuteCode"
>says it allows the writing of perl code, but I thought that's what 
> "ModifyScrips" did.

ExecuteCode affects changing Scrips, but also affects which Templates
you can change (compare Perl vs Simple templates as documented in
docs/customizing/templates.pod)

-kevin


pgpvxmUhT8vnm.pgp
Description: PGP signature

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] Apache config woes

[Jim T]

Hello,

I am trying to serve rt from "/rt". I have read the web_deployment.pod and
I thought I'd configured apache correctly but I still cant get rt to start.
The apache error log says "File does not exist: /var/www/rt".

Here's my apache config:


ServerAdmin webmaster@localhost

DocumentRoot /var/www

Options FollowSymLinks
AllowOverride None


Options Indexes FollowSymLinks MultiViews
AllowOverride None
Order allow,deny
allow from all


ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/

AllowOverride None
Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch
Order allow,deny
Allow from all


ErrorLog ${APACHE_LOG_DIR}/error.log

# Possible values include: debug, info, notice, warn, error, crit,
# alert, emerg.
LogLevel warn

CustomLog ${APACHE_LOG_DIR}/access.log combined

Alias /doc/ "/usr/share/doc/"

Options Indexes MultiViews FollowSymLinks
AllowOverride None
Order deny,allow
Deny from all
Allow from 127.0.0.0/255.0.0.0 ::1/128



### Optional apache logs for RT
# Ensure that your log rotation scripts know about these files
# ErrorLog /opt/rt4/var/log/apache2.error
#TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug

AddDefaultCharset UTF-8

Alias /rt/NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
ScriptAlias /rt/ /opt/rt4/sbin/rt-server.fcgi/

DocumentRoot /var/www

Order allow,deny
Allow from all

Options +ExecCGI
AddHandler fcgid-script fcgi





Any help would be really appreciated.

Regards, Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] showing requestor's info on the ticket

[Bart]

These are the options we use in our config:

# ---
# More about requestor
# ---

Set($MoreAboutRequestorTicketList, "Active");
Set($MoreAboutRequestorExtraInfo, "EmailAddress WorkPhone MobilePhone");
Set($MoreAboutRequestorGroupsLimit, undef);
Set($ShowMoreAboutPrivilegedUsers, 1);

These options enforce that the about requestor box is always shown, also
for privileged users. That it initially shows the Active tickets of a user
and that it hides the groups that a user belongs to (we don't really want
to show such information there).

Additionally we want to see the requestors E-mail adres, Work phone number
and Mobile phone number in the more about requestor box.

Hope this helps.

-- Bart


2011/11/2 Kevin Falcone 

> On Wed, Nov 02, 2011 at 03:36:31PM +, Giuseppe Sollazzo wrote:
> >
> > I'd like to have info about the requestor on the ticket display page -
> > things like telephone number, e-mail, etc.
> > I've read there is a "Requestor Info Box", but I can't find much about
> it.
> >
> > Is it an option for what I'm trying to achieve - or is there any other
> > best practice to follow?
>
> Start with
> $ grep MoreAbout etc/RT_Config.pm
> =item C<$ShowMoreAboutPrivilegedUsers>
> Set($ShowMoreAboutPrivilegedUsers, 0);
> =item C<$MoreAboutRequestorTicketList>
> Set($MoreAboutRequestorTicketList, "Active");
> =item C<$MoreAboutRequestorExtraInfo>
> Set($MoreAboutRequestorExtraInfo, "");
> =item C<$MoreAboutRequestorGroupsLimit>
> Set($MoreAboutRequestorGroupsLimit, 0);
>
> 4.0.3rc1 includes improved documentation for
> MoreAboutRequestorExtraInfo
>
> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] RT4 - mod_perl problem with apache2

[Nehmer Torben]

Hi Kevin,

> > we had the same problem here, disabling the GPG Stuff made the segfaults go 
> > away.
>
> Were you actually using gpg, or did you just have the perl modules installed 
> and that 
> was enough to cause segfaults?

I have installed RT out of the box using Debian Packages which as far as I can 
see pulls all necessary dependencies into the system. RTs GPG configuration was 
on the defaults in RT_Config.pm, no changes are made by the deb. Once I 
disabled GPG as outlined in the docs (Enable => undef), the problem 
disappeared. 


Best regards,
Torben Nehmer

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*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] PriorityasString: Sort function on dashboard doesn't work

[john s.]

Hello C.Loos 


Now everything is working fine ... it was my fault i missunderstood a basic
konwledge thing 

i'm confused with the dashboard view and the view if you  click on the 
highlighted button on the dasboard  i thought it should be the same  

mea culpa 


But one thing would be fine if it'll be work... 


For some purpose we need a custom search with only 10 search hits not more 

is there such some settings which i'm able to build a custom search with
only a result from 10 hits?


best regards 

john s. 











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