Re: [rt-users] Scrip to check who updated a CustomField

[Kevin Falcone]

On Fri, Nov 18, 2011 at 04:03:49PM -0700, Brent Wiese wrote:
> 
> On Wed, Nov 16, 2011 at 03:35:09PM -0700, Brent Wiese wrote:
> >I have scrips that will check the value of a custom field and perform 
> > actions based on it.
> > 
> >But what I can't seem to figure out is how to show who made the custom 
> > field change.
> > 
> >Specifically, I'm trying to compare who updated 2 custom fields. I have 
> > a case where I have a
> >group of users allowed to change these 2 fields, but the same user isn't 
> > allowed to change
> >both. So I need to compare who changed the 2 fields, and if they're the 
> > same user, perform an
> >action (ie: set ticket stalled or email adminCC's or whatever).
> > 
> >I'm pretty new to object oriented programming (especially under Perl), 
> > but it looks like I
> >should be able to check "LastUpdatedBy"; I'm just not sure how.
> 
> I suspect you want the Transaction object's CreatorObj which will be the user 
> who made the change.  Transactions don't tend to be updated, so 
> LastUpdatedByObj should be the same as CreatorObj
> 
> -kevin
> 
> I'm not sure that would work. The case could be like this:
> User A selects a value for Field1
> User B selects a value for Field2
> User A reselects a value for Field2
> 
> If I understand what you've said, then my test would "pass" because the 
> values were initially chosen (created) by different users. But I really want 
> the above to "fail".
> 
> Or is that CreatorObj new every time the transaction happens?

Each of those is a single transaction.

Go create a test ticket with those cases and look at the transaction history 
for it.

-kevin


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Re: [rt-users] Scrip to check who updated a CustomField

[Brent Wiese]

On Wed, Nov 16, 2011 at 03:35:09PM -0700, Brent Wiese wrote:
>I have scrips that will check the value of a custom field and perform 
> actions based on it.
> 
>But what I can't seem to figure out is how to show who made the custom 
> field change.
> 
>Specifically, I'm trying to compare who updated 2 custom fields. I have a 
> case where I have a
>group of users allowed to change these 2 fields, but the same user isn't 
> allowed to change
>both. So I need to compare who changed the 2 fields, and if they're the 
> same user, perform an
>action (ie: set ticket stalled or email adminCC's or whatever).
> 
>I'm pretty new to object oriented programming (especially under Perl), but 
> it looks like I
>should be able to check "LastUpdatedBy"; I'm just not sure how.

I suspect you want the Transaction object's CreatorObj which will be the user 
who made the change.  Transactions don't tend to be updated, so 
LastUpdatedByObj should be the same as CreatorObj

-kevin

I'm not sure that would work. The case could be like this:
User A selects a value for Field1
User B selects a value for Field2
User A reselects a value for Field2

If I understand what you've said, then my test would "pass" because the values 
were initially chosen (created) by different users. But I really want the above 
to "fail".

Or is that CreatorObj new every time the transaction happens?

-Brent


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Re: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors

[Jared Griffith]

I am running mod_perl 2.  rt3 is not running.  It's something from the old
RT_SiteConfig.pm.  It's probably from some options that are not enabled or
are now deprecated.  Once I just did that, I restarted the server and the
errors went away.  So I guess the real answer is that you can use the
RT_SiteConfig.pm from rt3, but you probably shouldn't.

On Fri, Nov 18, 2011 at 1:29 PM, Kevin Falcone wrote:

> On Fri, Nov 18, 2011 at 01:15:49PM -0800, Jared Griffith wrote:
> >I have switched over to the rt4 install that was not installed over
> rt3, and I am still
> >getting those errors when restarting apache with a so far, slightly
> modified RT_SiteConfig.pm
>
> Show your apache config and the errors when running from /opt/rt4. Also,
> if your apache is using mod_perl and is running rt3 in addition to rt4
> you'll run into similar problems.
>
> -kevin
>
> >On Fri, Nov 18, 2011 at 11:17 AM, Alex Vandiver <[1]
> ale...@bestpractical.com> wrote:
> >
> >  On Fri, 2011-11-18 at 11:07 -0800, Jared Griffith wrote:
> >  > Can I use the same RT_SiteConfig.pm from the 3 install?
> >
> >  Yes, though you will want to skim through the new RT_Config.pm to
> ensure
> >  that there are no new configuration variables that you should be
> >  setting.
> >  - Alex
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>



-- 
- Thanks for your time
- Jared B. Griffith
- Email - jared.b.griff...@gmail.com
- Cell Phone - 909-653-7814

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

Re: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors

[Kevin Falcone]

On Fri, Nov 18, 2011 at 01:15:49PM -0800, Jared Griffith wrote:
>I have switched over to the rt4 install that was not installed over rt3, 
> and I am still
>getting those errors when restarting apache with a so far, slightly 
> modified RT_SiteConfig.pm

Show your apache config and the errors when running from /opt/rt4. Also,
if your apache is using mod_perl and is running rt3 in addition to rt4
you'll run into similar problems.

-kevin

>On Fri, Nov 18, 2011 at 11:17 AM, Alex Vandiver 
> <[1]ale...@bestpractical.com> wrote:
> 
>  On Fri, 2011-11-18 at 11:07 -0800, Jared Griffith wrote:
>  > Can I use the same RT_SiteConfig.pm from the 3 install?
> 
>  Yes, though you will want to skim through the new RT_Config.pm to ensure
>  that there are no new configuration variables that you should be
>  setting.
>  - Alex


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Re: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors

[Jared Griffith]

I have switched over to the rt4 install that was not installed over rt3,
and I am still getting those errors when restarting apache with a so far,
slightly modified RT_SiteConfig.pm

On Fri, Nov 18, 2011 at 11:17 AM, Alex Vandiver wrote:

> On Fri, 2011-11-18 at 11:07 -0800, Jared Griffith wrote:
> > Can I use the same RT_SiteConfig.pm from the 3 install?
>
> Yes, though you will want to skim through the new RT_Config.pm to ensure
> that there are no new configuration variables that you should be
> setting.
>  - Alex
>
>


-- 
- Thanks for your time
- Jared B. Griffith
- Email - jared.b.griff...@gmail.com
- Cell Phone - 909-653-7814

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*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] RT 4.0 - Exclude "deactivated" users from ajax email completion?

[Hersker, Steve]

>> When a user leaves, we “deactivate” their RT account by removing “…be 
>> granted rights” as well as putting TERMINATED and the date in the 
>> Comments field.

>You should mark users as disabled. 

Do you mean uncheck "Let this user access RT"? 

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Re: [rt-users] fetchmailrc

[mjames]

Knowledge that I'd like to document for the list. By trial and error, on Centos 
5 I've found that you should use single quotes if your password contains 
special characters such as '$'. Double-quotes didn't work. I also found (thx, 
Google) that in Exchange 2007 plaintext password authentication is disabled by 
default, but it can be turned on (assuming that POP3 is enabled on Exchange 
server in the 1st place) 
http://msexchangetips.blogspot.com/2007/11/exchange-2007-pop3-err-command-is-not.html
 and many others.

Also, I think you can use secure POP3 (port 995) but it seems I would need a 
version of fetchmail with SSL compiled in. The stock version that comes with 
Centos 5.7 doesn't. Nor does it have NTLM compiled in. NTLM can be used with 
IMAP (secure port 993) if I understand correctly.

[root@tracker ~]# fetchmail -V
fetchmail: WARNING: Running as root is discouraged.
This is fetchmail release 6.3.21+HESIOD+NLS.

Our Exchange server does have OWA (outlook web access), and I've found two 
tools that can access mailboxes via OWA - DavMail and FetchExc.

Mike

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
ronen_am...@dell.com
Sent: Thursday, November 17, 2011 3:38 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] fetchmailrc

This is what we use (pulling emails from a gmail account, hence the 995 port)
:
~rt/.fetchmailrc:
set postmaster "ronen"
set daemon 600
pool pop.gmail.com with proto pop3 user 'x...@gmail.com' there with password 
'XXX' is user5 here options ssl

crontab for user rt:
5,15,25,35,45,55 * * * * /usr/bin/fetchmail -d 0 -P 995 -ssl -smtpname 
x...@gmail.com -u x...@gmail.com 
pop.gmail.com -f fetchmail.test 2>&1 > /dev/null

fetchmail.test:

poll pop.gmail.comproto pop3:
username "x...@gmail.com" password 
""   mda "/opt/rt4/bin/rt-mailgate --url http://cm-help --queue CM 
--action correspond"


Ronen

From: 
rt-users-boun...@lists.bestpractical.com
 
[mailto:rt-users-boun...@lists.bestpractical.com]
 On Behalf Of 20/20 Lab
Sent: Wednesday, November 16, 2011 23:45
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] fetchmailrc

Shouldnt you have "s around your user name?

the only difference I have in mine is

user "username" pass "password" to user here

tho our mailserver auths with full domain.



On 11/16/2011 12:49 PM, mja...@guesswho.com wrote:
Using fetchmail for 1st time to collect mail from an Exchange server.
Exchange 2010
RT 4.0.1
Centos 5.7
fetchmail release 6.3.21+HESIOD+NLS.

Here's my /opt/rt4/etc/fetchmailrc:

poll mail.domain.com  proto pop3:
user trackrequests there with password 'cleverly removed' is kiss here  mda 
"/opt/rt4/bin/rt-mailgate --url http://xtracker.domain.com. --queue General 
--action correspond"

When I invoke fetchmail -f /opt/rt4/etc/fetchmailrc, it appends 
"@mail.domain.com" to the username, whereas the correct user is 
trackreque...@domain.com.

If I specify user trackreque...@domain.com in 
the fetchmailrc file, then fetchmail turns it into 
trackreque...@domain.com@mail.domain.com.
 For example:

[root@xtracker ~]# fetchmail -f /opt/rt4/etc/fetchmailrc
fetchmail: WARNING: Running as root is discouraged.
fetchmail: Authorization failure on 
trackreque...@domain.com@mail.domain.com
fetchmail: Query status=3 (AUTHFAIL)

I've googled for an answer, but haven't stumbled across it yet. Thanks for any 
help,
Mike





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Re: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors

[Alex Vandiver]

On Fri, 2011-11-18 at 11:07 -0800, Jared Griffith wrote:
> Can I use the same RT_SiteConfig.pm from the 3 install?

Yes, though you will want to skim through the new RT_Config.pm to ensure
that there are no new configuration variables that you should be
setting.
 - Alex


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

Re: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors

[Jared Griffith]

Can I use the same RT_SiteConfig.pm from the 3 install?

On Fri, Nov 18, 2011 at 11:03 AM, Kevin Falcone
wrote:

> On Fri, Nov 18, 2011 at 10:46:04AM -0800, Jared Griffith wrote:
> >Odd number of elements in anonymous hash at
> /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line
> >1071.
> >Use of uninitialized value $_[8] in anonymous hash ({}) at
> >/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071.
> >Odd number of elements in hash assignment at
> /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm
> >line 1072.
> >Use of uninitialized value within @_ in list assignment at
> >/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072.
> >Subroutine _InitSQL redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 63.
> >Subroutine _SQLLimit redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 87.
> >Subroutine _SQLJoin redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 106.
> >Subroutine _OpenParen redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 116.
> >Subroutine _CloseParen redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 119.
> >Subroutine _close_bundle redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 170.
> >Subroutine _parser redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 201.
> >Subroutine ClausesToSQL redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 377.
> >Subroutine FromSQL redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 477.
> >Subroutine Query redefined at
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 543.
> ...
> >Another fun fact is that I also moved the install from the default
> /opt to the /storage
> >location in the error messages. Would this be causing the issues even
> though when I ran the
> >configure I made sure to specify the new location?
>
> You appear to have installed RT4 on top of an existing RT3 install
>
> This is warned against pretty vigorously in the first part of
> docs/UPGRADING-4.0
>
> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>



-- 
- Thanks for your time
- Jared B. Griffith
- Email - jared.b.griff...@gmail.com
- Cell Phone - 909-653-7814

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

Re: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors

[Kevin Falcone]

On Fri, Nov 18, 2011 at 10:46:04AM -0800, Jared Griffith wrote:
>Odd number of elements in anonymous hash at 
> /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line
>1071.
>Use of uninitialized value $_[8] in anonymous hash ({}) at
>/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071.
>Odd number of elements in hash assignment at 
> /home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm
>line 1072.
>Use of uninitialized value within @_ in list assignment at
>/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072.
>Subroutine _InitSQL redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 63.
>Subroutine _SQLLimit redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 87.
>Subroutine _SQLJoin redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 106.
>Subroutine _OpenParen redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 116.
>Subroutine _CloseParen redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 119.
>Subroutine _close_bundle redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 170.
>Subroutine _parser redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 201.
>Subroutine ClausesToSQL redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 377.
>Subroutine FromSQL redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 477.
>Subroutine Query redefined at 
> /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 543.
...
>Another fun fact is that I also moved the install from the default /opt to 
> the /storage
>location in the error messages. Would this be causing the issues even 
> though when I ran the
>configure I made sure to specify the new location?

You appear to have installed RT4 on top of an existing RT3 install

This is warned against pretty vigorously in the first part of
docs/UPGRADING-4.0

-kevin


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Re: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors

[Izz Abdullah]

When we recently upgraded from 3.8.4 to 4.0.2 we also received:
[warning]: Couldn't set SortOrder: That is already the current value 
(./etc/upgrade/3.8.8/content:32)
and
[warning]: Use of uninitialized value in string eq at 
/home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm

With these, our RT instance runs fine.

I do not have any errors when trying to restart Apache though.  Just my $0.02 
worth.

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jared Griffith
Sent: Friday, November 18, 2011 12:46 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors

Here's the entire situation.
I have been tasked with migrating and upgrading our rt system to a new system, 
complete with MySQL 5, CentOS 6, and all the latest and greatest.  At this 
point I have followed the README and the UPGRADING.mysql documentation and 
followed everything there.  When running make upgrade-database the first time, 
and only upgrading to 3.7.87 after of course changing the MySQL default 
character set, I did not receive any errors.  Once I completed that, then ran 
the upgrade-mysql-schema.pl part, I came back 
to run the make upgrade-database again, and upon doing so got the following 
errors:
DB Upgrade Errors:
make upgrade-database
/usr/bin/perl -I/storage/www/rt3/local/lib -I/storage/www/rt3/lib 
sbin/rt-setup-database --action upgrade --prompt-for-dba-password
Odd number of elements in anonymous hash at 
/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071.
Use of uninitialized value $_[8] in anonymous hash ({}) at 
/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071.
Odd number of elements in hash assignment at 
/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072.
Use of uninitialized value within @_ in list assignment at 
/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072.
Subroutine _InitSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm 
line 63.
Subroutine _SQLLimit redefined at 
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 87.
Subroutine _SQLJoin redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm 
line 106.
Subroutine _OpenParen redefined at 
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 116.
Subroutine _CloseParen redefined at 
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 119.
Subroutine _close_bundle redefined at 
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 170.
Subroutine _parser redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm 
line 201.
Subroutine ClausesToSQL redefined at 
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 377.
Subroutine FromSQL redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm 
line 477.
Subroutine Query redefined at /storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm 
line 543.
In order to create or update your RT database, this script needs to connect to 
your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no database
password, just press return.

Password:
Working with:
Type: mysql
Host: localhost
Name: rt3
User: rt_user
DBA: root
Enter RT version you're upgrading from: 3.7.87

Going to apply following upgrades:
* 3.8.0
* 3.8.1
* 3.8.2
* 3.8.3
* 3.8.4
* 3.8.6
* 3.8.8
* 3.8.9
* 3.9.1
* 3.9.2
* 3.9.3
* 3.9.5
* 3.9.6
* 3.9.7
* 3.9.8
* 4.0.0rc2
* 4.0.0rc4
* 4.0.0rc7
* 4.0.1
* 4.0.3
* 4.0.4

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades:

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.8.0
Now inserting data.
Processing 3.8.1
Now inserting data.
Processing 3.8.2
Now inserting data.
[Fri Nov 18 18:26:20 2011] [warning]: Going to add [OLD] prefix to all 
templates in approvals queue. If you have never used approvals, you can safely 
delete all the templates with the [OLD] prefix. Leave the new Approval 
templates because you may eventually want to start using approvals. 
(./etc/upgrade/3.8.2/content:3)
[Fri Nov 18 18:26:21 2011] [warning]: IMPORTANT: We're going to delete all 
scrips in Approvals queue and save them in 'rt-approvals-scrips-KyRb' file. 
(./etc/upgrade/3.8.2/content:165)
Processing 3.8.3
Now inserting data.
[Fri Nov 18 18:26:27 2011] [error]: Template not found 
(/home/jared/rt-4.0.4/sbin/../lib/RT/Handle.pm:1037)
Processing 3.8.4
Now inserting data.
Processing 3.8.6
Now inserting data.
Processing 3.8.8
Now inserting data.
[Fri Nov 18 18:26:44 2011] [warning]: Couldn't set SortOrder: That is already 
the current value (./etc/upgrade/3.8.8/content:32)
Processing 3.8.9
Now inserting data.
[Fri Nov 18 18:26:50 2011] [warning]: Resolver RT::URI::fsck_com_rt could not 
parse fsck.com-rt://gdmxchange.com/ticket/, 
maybe Organization config was changed? 
(/home/jared/rt-4.0.4/sbin/../lib/RT/URI.pm:146)
[Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string eq 
at /home/jared

[rt-users] Upgrade from 3.6.11 to 4.0.4 More Errors

[Jared Griffith]

Here's the entire situation.
I have been tasked with migrating and upgrading our rt system to a new
system, complete with MySQL 5, CentOS 6, and all the latest and greatest.
At this point I have followed the README and the UPGRADING.mysql
documentation and followed everything there.  When running make
upgrade-database the first time, and only upgrading to 3.7.87 after of
course changing the MySQL default character set, I did not receive any
errors.  Once I completed that, then ran the upgrade-mysql-schema.pl part,
I came back to run the make upgrade-database again, and upon doing so got
the following errors:
DB Upgrade Errors:
make upgrade-database
/usr/bin/perl -I/storage/www/rt3/local/lib -I/storage/www/rt3/lib
sbin/rt-setup-database --action upgrade --prompt-for-dba-password
Odd number of elements in anonymous hash at
/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071.
Use of uninitialized value $_[8] in anonymous hash ({}) at
/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1071.
Odd number of elements in hash assignment at
/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072.
Use of uninitialized value within @_ in list assignment at
/home/jared/rt-4.0.4/sbin/../lib/RT/Config.pm line 1072.
Subroutine _InitSQL redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 63.
Subroutine _SQLLimit redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 87.
Subroutine _SQLJoin redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 106.
Subroutine _OpenParen redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 116.
Subroutine _CloseParen redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 119.
Subroutine _close_bundle redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 170.
Subroutine _parser redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 201.
Subroutine ClausesToSQL redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 377.
Subroutine FromSQL redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 477.
Subroutine Query redefined at
/storage/www/rt3/lib/RT/Tickets_Overlay_SQL.pm line 543.
In order to create or update your RT database, this script needs to connect
to your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Working with:
Type: mysql
Host: localhost
Name: rt3
User: rt_user
DBA: root
Enter RT version you're upgrading from: 3.7.87

Going to apply following upgrades:
* 3.8.0
* 3.8.1
* 3.8.2
* 3.8.3
* 3.8.4
* 3.8.6
* 3.8.8
* 3.8.9
* 3.9.1
* 3.9.2
* 3.9.3
* 3.9.5
* 3.9.6
* 3.9.7
* 3.9.8
* 4.0.0rc2
* 4.0.0rc4
* 4.0.0rc7
* 4.0.1
* 4.0.3
* 4.0.4

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades:

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.8.0
Now inserting data.
Processing 3.8.1
Now inserting data.
Processing 3.8.2
Now inserting data.
[Fri Nov 18 18:26:20 2011] [warning]: Going to add [OLD] prefix to all
templates in approvals queue. If you have never used approvals, you can
safely delete all the templates with the [OLD] prefix. Leave the new
Approval templates because you may eventually want to start using
approvals. (./etc/upgrade/3.8.2/content:3)
[Fri Nov 18 18:26:21 2011] [warning]: IMPORTANT: We're going to delete all
scrips in Approvals queue and save them in 'rt-approvals-scrips-KyRb' file.
(./etc/upgrade/3.8.2/content:165)
Processing 3.8.3
Now inserting data.
[Fri Nov 18 18:26:27 2011] [error]: Template not found
(/home/jared/rt-4.0.4/sbin/../lib/RT/Handle.pm:1037)
Processing 3.8.4
Now inserting data.
Processing 3.8.6
Now inserting data.
Processing 3.8.8
Now inserting data.
[Fri Nov 18 18:26:44 2011] [warning]: Couldn't set SortOrder: That is
already the current value (./etc/upgrade/3.8.8/content:32)
Processing 3.8.9
Now inserting data.
[Fri Nov 18 18:26:50 2011] [warning]: Resolver RT::URI::fsck_com_rt could
not parse fsck.com-rt://gdmxchange.com/ticket/, maybe Organization config
was changed? (/home/jared/rt-4.0.4/sbin/../lib/RT/URI.pm:146)
[Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string
eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1.
(/home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm:627)
[Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string
eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1.
(/home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm:627)
[Fri Nov 18 18:26:50 2011] [warning]: Use of uninitialized value in string
eq at /home/jared/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1.
(/home/jared/rt-4.0.4/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 popula

Re: [rt-users] make upgrade-database fails

[Kevin Falcone]

On Fri, Nov 18, 2011 at 09:46:27AM -0800, Jared Griffith wrote:
>Yeah, um, since I've been doing this for 11 years, I am pretty certain I 
> know where and what I
>granted privileges too. I did actually solve the problem by making sure 
> that the
>RT_SiteConfig.pm had the correct settings.

Glad to hear it was just a configuration problem and not an RT bug.

-kevin

>On Fri, Nov 18, 2011 at 8:06 AM, Kevin Falcone 
> <[1]falc...@bestpractical.com> wrote:
> 
>  On Thu, Nov 17, 2011 at 01:31:17PM -0800, Jared Griffith wrote:
>  > Apparently this isn't a bug, was wondering if any of you have run into 
> the following
>  scenario:
>  >
>  > I am trying to upgrade from version 3.6.11 to the most recent. When 
> running make
>  > upgrade-database, it errors out with the following:
>  >
>  > DBI connect('dbname=rt3;host=
>  > localhost','rt_user',...) failed: Access denied for user 
> 'rt_user'@'localhost' (using
>  > password: YES) at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm 
> line 103
>  > Connect Failed Access denied for user 'rt_user'@'localhost' (using 
> password: YES)
>  > at /home/jared/rt-4.0.4/sbin/../lib/RT.pm line 165
>  > make: *** [upgrade-database] Error 255
>  >
>  > I have verified that I can access the mysql server with the user and 
> password that I am
>  using,
>  > so I am at a loss as to what to do here.
>  >
> 
>  Unfortunately, you've cut out all the interesting things, such as what
>  upgrade-database says at the beginning about how the connection is
>  going to happen. Also, you've not shown how you connect successfully.
> 
>  Without that information, anything would be a guess. My guess is that
>  you've granted your rights to rt_user on a different host.
>  -kevin


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Re: [rt-users] make upgrade-database fails

[Jared Griffith]

Yeah, um, since I've been doing this for 11 years, I am pretty certain I
know where and what I granted privileges too.  I did actually solve the
problem by making sure that the RT_SiteConfig.pm had the correct settings.

On Fri, Nov 18, 2011 at 8:06 AM, Kevin Falcone wrote:

> On Thu, Nov 17, 2011 at 01:31:17PM -0800, Jared Griffith wrote:
> >Apparently this isn't a bug, was wondering if any of you have run
> into the following scenario:
> >
> >I am trying to upgrade from version 3.6.11 to the most recent. When
> running make
> >upgrade-database, it errors out with the following:
> >
> >DBI connect('dbname=rt3;host=
> >localhost','rt_user',...) failed: Access denied for user 
> > 'rt_user'@'localhost'
> (using
> >password: YES) at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm
> line 103
> >Connect Failed Access denied for user 'rt_user'@'localhost' (using
> password: YES)
> >at /home/jared/rt-4.0.4/sbin/../lib/RT.pm line 165
> >make: *** [upgrade-database] Error 255
> >
> >I have verified that I can access the mysql server with the user and
> password that I am using,
> >so I am at a loss as to what to do here.
> >
>
> Unfortunately, you've cut out all the interesting things, such as what
> upgrade-database says at the beginning about how the connection is
> going to happen.  Also, you've not shown how you connect successfully.
>
> Without that information, anything would be a guess.  My guess is that
> you've granted your rights to rt_user on a different host.
>
> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>



-- 
- Thanks for your time
- Jared B. Griffith
- Email - jared.b.griff...@gmail.com
- Cell Phone - 909-653-7814

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Re: [rt-users] Print tickets?

[Ruslan Zakirov]

On Fri, Nov 18, 2011 at 9:39 PM, Kevin Falcone
 wrote:
> On Fri, Nov 18, 2011 at 03:57:34PM +, Giuseppe Sollazzo wrote:
>>
>> My question was more about whether there are plans for an extension
>> allowing users to select dynamically what they want to print -
>> although the css is good enough for the moment
>
> I'm not aware of a planned extension for this

As far as I remember rolled blocks are not printed, so users can
already pick what gets printed.

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



-- 
Best regards, Ruslan.

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

Re: [rt-users] Print tickets?

[Kevin Falcone]

On Fri, Nov 18, 2011 at 03:57:34PM +, Giuseppe Sollazzo wrote:
> 
> My question was more about whether there are plans for an extension
> allowing users to select dynamically what they want to print -
> although the css is good enough for the moment

I'm not aware of a planned extension for this

-kevin


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Re: [rt-users] Upgrading from RT 3.6.2 to RT 4.0.4

[Kevin Falcone]

On Fri, Nov 18, 2011 at 01:34:37PM +, Sean McDaid wrote:
> Hello,
> 
> I'm am working on upgrading from RT 3.6.4rc2 to RT 4.0.4.
> 
> I am having some difficulties with the sequence of instructions provided in
> README, UPGRADING.mysql and version upgrades (UPGRADING-3.6, UPGRADING-3.8
> and UPGRADING-4.0).
> 
> Even though I have MySQL version 4.1 but as I am running RT 3.6 I must
> follow the procedure outlined in UPGRADING.mysql.
> 
> This tells me to follow the instruction in README up to point 6b. In README
> step 2 I have to run "./configure", do I run this with default options or
> specify: "--with-db-database=rt3" (to point to my current database)?

You run it with all the applicable options for your site.

> After this I fix all the required dependencies.
> 
> I skip README 6a as I am upgrading, instead I follow README 6b where I run
> "make upgrade", which works.
> 
> After "make upgrade" it tells me to run "make upgrade-database" which tries
> to connect to rt4 database (with ./configure default) or rt3 database if I
> used "--with-db-database=rt3", both of these fail with:
>"Access denied for user 'rt_user'@'localhost' to database 'rt3'" OR
> "Access denied for user 'root'@'localhost'" (if I used root)
> I guess I missed something which caused this failure. Any ideas?

Check your permissions configuration to ensure that mysql allows root
and rt_user to connect from localhost, not just over a socket.

> It then directs me back to UPGRADING.mysql step 4 which tells me to apply
> "Apply the RT 3.8 schema upgrades.". Is this "etc/upgrade/
> upgrade-mysql-schema.pl"?

That script outputs sql which you run.

> Are these steps correct? Or is there a worked example of an upgrade frmo
> RT3 to RT4?

You seem to have missed a few steps from UPGRADING-3.6/3.8 which have
you run standalone scripts (like shrinking your cgm/transaction table
and fixing passwords) but in general that seems like the correct flow.

You've read the relevant blog post on the topic?
http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html

-kevin


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Re: [rt-users] Email address in use

[Kevin Falcone]

On Fri, Nov 18, 2011 at 10:23:01AM +, Eduardo Suarez-Santana wrote:
> I am autocreating users from apache client certificate
> authentication. Everyone in my organization can access the site.
> 
> However, there is a problem. Let's say John has never logged into
> RT. Then, he sends a mail to the system. An unprivileged account is
> created for him. Afterwards, he logs into the system and a
> privileged account is created.
> 
> But his email was already in the system, so his email is not
> associated with his account. If I try to change by hand, I get
> 'email address already in use'.
> 
> Is it possible to avoid this behaviour? Running RT-3.8.

You can fix it by searching for the Unprivileged user and changing the
username to John.

You can change it longer-term by writing a local/lib/RT/User_Local.pm
which overrides CanonicalizeUserInfo and causes the username to be
correct from the start.

-kevin


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Re: [rt-users] Nightly enoch root script change

[Kevin Falcone]

On Thu, Nov 17, 2011 at 02:34:16PM -0500, Vance Walsh wrote:
>Presently by default the nightly script runs to move items from any 
> stalled state to opn when
>the "Starts" Date arrives.
>Is there a way to also have the script clear the "Starts" field as well?

This sounds like a custom script you wrote, since RT doesn't ship with
anything like that.  If you share the script, someone might be able to
comment.

-kevin


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Re: [rt-users] Scrip to check who updated a CustomField

[Kevin Falcone]

On Wed, Nov 16, 2011 at 03:35:09PM -0700, Brent Wiese wrote:
>I have scrips that will check the value of a custom field and perform 
> actions based on it.
> 
>But what I can't seem to figure out is how to show who made the custom 
> field change.
> 
>Specifically, I'm trying to compare who updated 2 custom fields. I have a 
> case where I have a
>group of users allowed to change these 2 fields, but the same user isn't 
> allowed to change
>both. So I need to compare who changed the 2 fields, and if they're the 
> same user, perform an
>action (ie: set ticket stalled or email adminCC's or whatever).
> 
>I'm pretty new to object oriented programming (especially under Perl), but 
> it looks like I
>should be able to check "LastUpdatedBy"; I'm just not sure how.

I suspect you want the Transaction object's CreatorObj which will be
the user who made the change.  Transactions don't tend to be updated,
so LastUpdatedByObj should be the same as CreatorObj

-kevin


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Re: [rt-users] RT 4.0 - Exclude "deactivated" users from ajax email completion?

[Ruslan Zakirov]

On Fri, Nov 18, 2011 at 8:24 PM, Hersker, Steve  wrote:
> When a user leaves, we “deactivate” their RT account by removing “…be
> granted rights” as well as putting TERMINATED and the date in the Comments
> field.


You should mark users as disabled. Even if you revoke rights they
still can inherit some from Everyone/Privileged/Unprivileged roles and
use email interface for example.

If you can not disable them then you have to add additional Limit
calls into autocompletion helpers
(share/html/Helpers/Autocomplete/...).

> In RT 3.8, we used RTx::EmailCompletion and by removing “….user access RT”
> (or “…be granted rights” – to be honest, I don’t remember which) it would
> prevent that user from showing up in the java script for email completion
> but would still show their name as a Requestor on the Ticket Display.
>
>
>
> In RT 4.0, if we remove “…user can access RT”, they no longer show up in the
> email completion however they also don’t show up as the Requestor of any of
> their tickets. (Not good for historical reasons)
>
>
>
> Is there a way to keep them from showing in email completion but still allow
> them to show as Requestors? Via RT_SiteConfig you can compare against
> whatever fields you’d like but I’m looking for a way to exclude users based
> on something not entered in the email field. (eg if Commets STARTSWITH
> “Terminated”).
>
>
>
> I’m thinking it’s a permissions issue in how we have RT configured. I gave
> Unprivileged users the “Sign up as a ticket Requestor” and they show as
> ticket Requestors but still also show up in the email completion.
>
>
>
> If anyone has any hints, suggestions, solutions, workarounds, etc, I’d
> appreciate it!
>
>
>
> Thanks
>
> Steve
>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>



-- 
Best regards, Ruslan.

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

[rt-users] RT 4.0 - Exclude "deactivated" users from ajax email completion?

[Hersker, Steve]

When a user leaves, we "deactivate" their RT account by removing "...be
granted rights" as well as putting TERMINATED and the date in the
Comments field.

 

In RT 3.8, we used RTx::EmailCompletion and by removing "user access
RT" (or "...be granted rights" - to be honest, I don't remember which)
it would prevent that user from showing up in the java script for email
completion but would still show their name as a Requestor on the Ticket
Display. 

 

In RT 4.0, if we remove "...user can access RT", they no longer show up
in the email completion however they also don't show up as the Requestor
of any of their tickets. (Not good for historical reasons)

 

Is there a way to keep them from showing in email completion but still
allow them to show as Requestors? Via RT_SiteConfig you can compare
against whatever fields you'd like but I'm looking for a way to exclude
users based on something not entered in the email field. (eg if Commets
STARTSWITH "Terminated").

 

I'm thinking it's a permissions issue in how we have RT configured. I
gave Unprivileged users the "Sign up as a ticket Requestor" and they
show as ticket Requestors but still also show up in the email
completion.

 

If anyone has any hints, suggestions, solutions, workarounds, etc, I'd
appreciate it!

 

Thanks

Steve

 


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Re: [rt-users] make upgrade-database fails

[Kevin Falcone]

On Thu, Nov 17, 2011 at 01:31:17PM -0800, Jared Griffith wrote:
>Apparently this isn't a bug, was wondering if any of you have run into the 
> following scenario:
> 
>I am trying to upgrade from version 3.6.11 to the most recent. When 
> running make
>upgrade-database, it errors out with the following:
> 
>DBI connect('dbname=rt3;host=
>localhost','rt_user',...) failed: Access denied for user 
> 'rt_user'@'localhost' (using
>password: YES) at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 
> 103
>Connect Failed Access denied for user 'rt_user'@'localhost' (using 
> password: YES)
>at /home/jared/rt-4.0.4/sbin/../lib/RT.pm line 165
>make: *** [upgrade-database] Error 255
> 
>I have verified that I can access the mysql server with the user and 
> password that I am using,
>so I am at a loss as to what to do here.
> 

Unfortunately, you've cut out all the interesting things, such as what
upgrade-database says at the beginning about how the connection is
going to happen.  Also, you've not shown how you connect successfully.

Without that information, anything would be a guess.  My guess is that
you've granted your rights to rt_user on a different host.

-kevin


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Re: [rt-users] Print tickets?

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 18/11/11 15:47, Ruslan Zakirov wrote:
>>
>>
>> We have a branch to improve the printing styles. It's not yet
>> merged, but you can see the changes here:
>>
>>
https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css
>>
>>
>>
You could apply the diff manually to your print.css:
>>
>>
https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css.diff
>
>
>>
To be clear you just print ticket and not required parts are skipped.
> Browsers allow you to preview what would be printed. What Thomas
> mentions here is updated version of the print.css.


Thanks both for the answer!
This looks great and I'll give it a try into its current setting. So
basically I can just edit stuff out by using "!important"?

My question was more about whether there are plans for an extension
allowing users to select dynamically what they want to print -
although the css is good enough for the moment

Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Re: [rt-users] Print tickets?

[Ruslan Zakirov]

On Fri, Nov 18, 2011 at 7:15 PM, Thomas Sibley  wrote:
> On 11/18/2011 04:43 AM, Giuseppe Sollazzo wrote:
>> is there any extension allowing tickets to be printed in fully or
>> partially? Something generating like a "printable version" a' la
>> wikipedia.
>
> We have a branch to improve the printing styles.  It's not yet merged,
> but you can see the changes here:
>
> https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css
>
> You could apply the diff manually to your print.css:
>
> https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css.diff

To be clear you just print ticket and not required parts are skipped.
Browsers allow you to preview what would be printed. What Thomas
mentions here is updated version of the print.css.

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



-- 
Best regards, Ruslan.

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

Re: [rt-users] Print tickets?

[Thomas Sibley]

On 11/18/2011 04:43 AM, Giuseppe Sollazzo wrote:
> is there any extension allowing tickets to be printed in fully or
> partially? Something generating like a "printable version" a' la
> wikipedia.

We have a branch to improve the printing styles.  It's not yet merged,
but you can see the changes here:

https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css

You could apply the diff manually to your print.css:

https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css.diff

Thomas

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[rt-users] Upgrading from RT 3.6.2 to RT 4.0.4

[Sean McDaid]

Hello,

I'm am working on upgrading from RT 3.6.4rc2 to RT 4.0.4.

I am having some difficulties with the sequence of instructions provided in
README, UPGRADING.mysql and version upgrades (UPGRADING-3.6, UPGRADING-3.8
and UPGRADING-4.0).

Even though I have MySQL version 4.1 but as I am running RT 3.6 I must
follow the procedure outlined in UPGRADING.mysql.

This tells me to follow the instruction in README up to point 6b. In README
step 2 I have to run "./configure", do I run this with default options or
specify: "--with-db-database=rt3" (to point to my current database)?

After this I fix all the required dependencies.

I skip README 6a as I am upgrading, instead I follow README 6b where I run
"make upgrade", which works.

After "make upgrade" it tells me to run "make upgrade-database" which tries
to connect to rt4 database (with ./configure default) or rt3 database if I
used "--with-db-database=rt3", both of these fail with:
   "Access denied for user 'rt_user'@'localhost' to database 'rt3'" OR
"Access denied for user 'root'@'localhost'" (if I used root)
I guess I missed something which caused this failure. Any ideas?

It then directs me back to UPGRADING.mysql step 4 which tells me to apply
"Apply the RT 3.8 schema upgrades.". Is this "etc/upgrade/
upgrade-mysql-schema.pl"?

Are these steps correct? Or is there a worked example of an upgrade frmo
RT3 to RT4?

Also at what point am I supposed to apply the changes outlined in
UPGRADING-3.6,
UPGRADING-3.8 and UPGRADING-4.0?

Thanks for any help!
Sean

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*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] Email address in use

[Eduardo Suarez-Santana]

I am autocreating users from apache client certificate authentication. 
Everyone in my organization can access the site.


However, there is a problem. Let's say John has never logged into RT. 
Then, he sends a mail to the system. An unprivileged account is created 
for him. Afterwards, he logs into the system and a privileged account is 
created.


But his email was already in the system, so his email is not associated 
with his account. If I try to change by hand, I get 'email address 
already in use'.


Is it possible to avoid this behaviour? Running RT-3.8.

Thanks in advance,
-Eduardo

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*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Print tickets?

[Giuseppe Sollazzo]

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Hi there,
is there any extension allowing tickets to be printed in fully or
partially? Something generating like a "printable version" a' la
wikipedia.

Thanks,
Giuseppe


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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*  Barcelona, Spain  November 28 & 29, 2011