Re: [rt-users] The RT Wiki - Restructure (start using categories?)

[Bart]

Hi,

I'm not yet entirely familiar with Wikia's options, will look into the
special pages :-)

Having an uncategorized page would make things pretty easy.

-- Bart


Op 30 november 2011 16:55 schreef Thomas Sibley  het
volgende:

> On 11/30/2011 06:44 AM, Bart wrote:
> >   * Add every single page currently in the wiki to a new categorie
> > called "Archive".
> >   o This sounds ugly but it's an easy way of keeping track of all
> > the wiki pages that still need better categorization.
> >   o Basically a todo list, anything still in there needs to be
> > categorized.
> >   o The idea is to do a few articles each day and eventually
> > everything will be nicely categorized.
>
> There's no need for this type of category since Wikia gives us the page:
> http://requesttracker.wikia.com/wiki/Special:UncategorizedPages
>
> You can find a list of special pages here:
> http://requesttracker.wikia.com/wiki/Special:SpecialPages
>
> Thomas
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
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>

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Re: [rt-users] rt-users Digest, Vol 92, Issue 53

[Ram Moskovitz]

>
> Date: Wed, 30 Nov 2011 12:44:23 +0100

From: Bart 
> To: rt-users 
> Subject: Re: [rt-users] The RT Wiki - Restructure (start using
>   categories?)
> Message-ID:
>   
> Content-Type: text/plain; charset="iso-8859-1"
> Hi,
> Jay, thanks for your input. I do feel that approaching it with a blank
> sheet of paper will be the best approach.
> Though we'll have to use Wikia's abilities/structure, the below is aimed at
> just that with a slight eye on "structuring from scratch".
> *--- A rough sketch of the idea ---*
>

I like it at first glance.



> *
> *
> The idea I have relies allot on the categories within Wikia.
> A categorie page can contain content, thus e.g. the contributions page
> could instead be a categorie page with some specific information on what
> you can expect, maybe some extra links to other stuff, etc. But the
> difference would be that since it is now a categorie page, that all
> scripts/contributions that have the categorie set to contributions would be
> automatically listed on that one page. (alphabetized)
> With that in mind you can quite easily create "general" categorie pages for
> all major topics and have any page regarding that topic being linked to
> that categorie.
> The front page would then contain a hierarchical structure with links to
> all the "sections" (a.k.a. categorie pages). And obviously information on
> what RT is, latest news/updates/etc. Another thing which you can easily add
> to the front page is an RSS feed of the Bestpractical blog, and maybe add a
> feed of the RT wiki itself showing the latest updates & newest pages.
> (should both be doable I think)
> Other things that might be nice to add are some Wikia features for the
> community to promote the usage of the RT wiki (achievements and other fun
> stuff).
> *--- The structure (concept) ---*
> Since the above shows what categories and categorie pages can do for you
> it's important to create a structure (at first on paper) which will make
> sure that all major topics regarding RT are covered so that any new article
> can add a categorie appropriate for that specific article. (I assume that
> the structure will eventually grow naturally)
> Since this is just a concept I've sort of just looked at the current wiki
> and tried to gather some basic topics, what I want to achieve with this
> concept is to get input from others so that we can improve it further:
>  - RT Basics
> - User Manual
> - Custom Fields
> - Articles
> - REST
> - RT Tool
> - RT Cron Tool
>  - RT Installation (rough categories so that people can link install
>  guides to an OS categorie, no more/no less)
> - Linux
> - FreeBSD
> - Other
> - Manual
>  - RT Config: (a categorie for each major release)
> - RT 4
> - RT 3.8
> - RT 3.6
>  - Plugins:
> - A categorie page for all plugins! This way you can link
> scrips/configs/other goodies for a plugin to that specific categorie
> page.
>  - Scrips:
> - Basically a summary of all scrips available for RT.
>  - Automation
> At this point I'm blank on ideas, I'll just leave it at this and see what
> responses there are. I'm pretty sure this list can be better/structured
> better, but you have to start somewhere ^_~
> *--- Rough plan of action ---*
> This is a rather rough plan for setting up the structure:
>  - Remove all current categories (double check that the categorie pages
>  don't contain content of any kind).
>  - Add every single page currently in the wiki to a new categorie called
>  "Archive".
>


Might I suggest instead creating a page called "restructure todo list" and
put a list of all the current pages on that page... that way the current
structure and organization, to the extent it is useful or familiar, is
maintained and yet we have a todo list to work off of?

cheers,
ram



> - This sounds ugly but it's an easy way of keeping track of all the
> wiki pages that still need better categorization.
> - Basically a todo list, anything still in there needs to be
> categorized.
> - The idea is to do a few articles each day and eventually everything
> will be nicely categorized.
>  - Create all the categories which have been though of, make sure that
>  theres's at least some basic information on the categorie page.
>  - Modify the home page to, at first, also contain the new categorie
>  structure (keep the old links for now).
>  - Start categorizing anything that's still in under Archive.
>  - And last but not least, at a certain point modify the front page to
>  only contain the new categorie structure.
> So, those are some ideas.
> Time for everyone to shoot at them ^_~
> -- Bart

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Re: [rt-users] VBA Macro to Create a ticket via REST from Outlook

[Thomas Sibley]

On 11/30/2011 10:06 AM, Chad Osmond wrote:
> Does anyone have any working samples of code that create tickets from
> Outlook mails via REST?

Is there a reason you can't use the bounce/redirect feature that Outlook
probably has (like other clients) to direct mail into RT?

Thomas

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[rt-users] VBA Macro to Create a ticket via REST from Outlook

[Chad Osmond]

Hi,

Does anyone have any working samples of code that create tickets from Outlook 
mails via REST?
We receive mail to our personal accounts that needs to converted into tickets, 
we can either drag into a folder that is polled by fetchmail and passed to RT 
or copy and paste the ticket info. I'd like to just be able to click a button 
and have it work.

I used a few examples and setup a VBA macro to URLEncode the data and pass it 
to a perl script, which called the use RT; and new RT::Ticket method, but It 
was intermittently failing due to a MIME issue..

You would then select one or more message and click a macro button, which would 
post the mail data to the perl script, which created the ticket, but something 
was off and I'm not proficient in perl enough to debug it inside the MIME 
module.

Thanks,

Chad Osmond
chad.osm...@compfitness.com
Technical Support
Compfitness - Keeping your Computer Systems in Shape!
905-443-3171 work - 905-447-6485 mobile


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Re: [rt-users] Question on apache config

[20/20 Lab]

I managed to get this to work without a separate virtual host for each.  
We have nagios, rt, the nagios rt interface for when something irksome 
comes up when the office is closed, and an intra-office website.  Works 
really well, tho we have a smaller setup.   This way its just domain/ 
for the web doman/rt and domain/nagios.


Hope this helps.   Tho a simple virtual host for a nagios.domain.tld 
would work just as well.


-Matt


conf

ServerName server.place.tld
ServerAdmin l...@pacbell.net

ErrorLog /var/log/apache2.error
TransferLog /var/log/apache2.access
LogLevel debug

DocumentRoot /var/www

Order allow,deny
Allow from all




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");



   Options ExecCGI
   AllowOverride None
   Order allow,deny
   Allow from all
   AuthName "Nagios Access"
   AuthType Basic
   AuthUserFile /place/to/look
   Require valid-user


Alias /nagios "/usr/local/nagios/share"


   Options None
   AllowOverride None
   Order allow,deny
   Allow from all
   AuthName "Nagios Access"
   AuthType Basic
   AuthUserFile /place/to/look
   Require valid-user




eof


On 11/30/2011 6:25 AM, Bart wrote:

Do you have RT setup as a separate virtualhost?

This is how our config looks a.t.m. for a specific vhost for RT, but 
it's the only vhost so we have the IP set to *. I assume you have a 
separate hostname for RT?!



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/rt.example.com-cert.pem


If you reserve a different hostname for RT then this should work quite 
well.



-- Bart


Op 30 november 2011 15:12 schreef Greenberg, Joshua L 
> het volgende:


Hi,

I've installed RT and it's working fine but if I install it on a
server running any other web sites, it breaks those web sites. I'd
really like to put this on the same box that runs nagios but
nagios breaks as soon as I do that. The logs are throwing mason
errors when I try to load the nagios  page because it is trying to
use RT's perl configuration for everything. I'm using the default
RT apache config and the default nagios config. Nagios does not
use a virtual host. I've never been great with apache configs and
I suspect this is something really simple like changing a host
name or IP address in the virtual host but I'm not sure. Any
thoughts or ideas would be appreciated. Thank you.

>>> This e-mail and any attachments are confidential, may contain
legal,
professional or other privileged information, and are intended
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Re: [rt-users] What right gives Configuration in the left hand menu

[Thomas Sibley]

They also need ShowConfigTab.

Thomas

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[rt-users] What right gives Configuration in the left hand menu

[Mike Johnson]

Hi folks,

I'm having some difficulties figuring out why my users can't get to the
"Configuration" menu in RT. I've attempted to google/search the rt-users
list, but am having a difficult time getting what I want.

I'm trying to allow a group of users to have access to configure their
queue specific custom fields. I am probably going about this wrong... and
need some direction...

Let's say I have a queue called "Support", I create a group called "Support
Users" and use that to assign the rights to be able to update tickets, own
tickets, etc etc for that queue.

I create a group called "Support Super Users" and this group I want to have
the ability to edit the queue's templates, scrips, custom fields etc.

I thought you would just go into the configuration tab, select the queue,
and give the "Support Super Users" group access to things like Modify
Custom Field, Modify Scrips Modify Template, etc.

This doesn't add the "configuration" menu item on the user's interface...

How does that happen? Are they supposed to go through something else to
modify the custom field attributes of a queue? Or the scrips of a queue?
etc?

Thanks!
Mike.

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

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Re: [rt-users] The RT Wiki - Restructure (start using categories?)

[Ruslan Zakirov]

Hi,

Idea is good. Here are some ideas about categorizing and where people
with MediaWiki experience can help kickstart content improvements.

I think good and easy point to start is to organize installation guides.

There are lot of pages that are sort of user profiles. They should get
particular category, for example OldStyleUserProfile. Some of them are
linked from http://requesttracker.wikia.com/wiki/RTUsers. May be we
can replace this page with generated page that links to wikia's user
profiles.

User Manual is a special beast. It should be continuous reading and at
the same time splitted into smaller topics. I believe MediaWiki has
some tools to include content of pages into other pages.

Every config option and right should get a page matching its name,
however they should get included into other blocks. For example
WebDomain, WebPath, WebPort and couple of options should be described
as one thing. For example OwnTicket and ownership related rights
should be described as one thing. I don't know media wiki best
practices to organize such thing.

FAQ may win from better structure. At this moment it's not very managable.

There are more, but enough for today. I think that if you find a good
solution for some particular problem and describe how it should be
done then people would help you clean cages and normalize content.
Just split things into smaller steps.

On Wed, Nov 30, 2011 at 3:44 PM, Bart  wrote:
> Hi,
>
> Jay, thanks for your input. I do feel that approaching it with a blank sheet
> of paper will be the best approach.
>
> Though we'll have to use Wikia's abilities/structure, the below is aimed at
> just that with a slight eye on "structuring from scratch".
>
> --- A rough sketch of the idea ---
>
> The idea I have relies allot on the categories within Wikia.
>
> A categorie page can contain content, thus e.g. the contributions page could
> instead be a categorie page with some specific information on what you can
> expect, maybe some extra links to other stuff, etc. But the difference would
> be that since it is now a categorie page, that all scripts/contributions
> that have the categorie set to contributions would be automatically listed
> on that one page. (alphabetized)
>
> With that in mind you can quite easily create "general" categorie pages for
> all major topics and have any page regarding that topic being linked to that
> categorie.
>
> The front page would then contain a hierarchical structure with links to all
> the "sections" (a.k.a. categorie pages). And obviously information on what
> RT is, latest news/updates/etc. Another thing which you can easily add to
> the front page is an RSS feed of the Bestpractical blog, and maybe add a
> feed of the RT wiki itself showing the latest updates & newest pages.
> (should both be doable I think)
>
> Other things that might be nice to add are some Wikia features for the
> community to promote the usage of the RT wiki (achievements and other fun
> stuff).
>
> --- The structure (concept) ---
>
> Since the above shows what categories and categorie pages can do for you
> it's important to create a structure (at first on paper) which will make
> sure that all major topics regarding RT are covered so that any new article
> can add a categorie appropriate for that specific article. (I assume that
> the structure will eventually grow naturally)
>
> Since this is just a concept I've sort of just looked at the current wiki
> and tried to gather some basic topics, what I want to achieve with this
> concept is to get input from others so that we can improve it further:
>
> RT Basics
>
> User Manual
> Custom Fields
> Articles
> REST
> RT Tool
> RT Cron Tool
>
> RT Installation (rough categories so that people can link install guides to
> an OS categorie, no more/no less)
>
> Linux
> FreeBSD
> Other
> Manual
>
> RT Config: (a categorie for each major release)
>
> RT 4
> RT 3.8
> RT 3.6
>
> Plugins:
>
> A categorie page for all plugins! This way you can link scrips/configs/other
> goodies for a plugin to that specific categorie page.
>
> Scrips:
>
> Basically a summary of all scrips available for RT.
>
> Automation
>
> At this point I'm blank on ideas, I'll just leave it at this and see what
> responses there are. I'm pretty sure this list can be better/structured
> better, but you have to start somewhere ^_~
>
> --- Rough plan of action ---
>
> This is a rather rough plan for setting up the structure:
>
> Remove all current categories (double check that the categorie pages don't
> contain content of any kind).
> Add every single page currently in the wiki to a new categorie called
> "Archive".
>
> This sounds ugly but it's an easy way of keeping track of all the wiki pages
> that still need better categorization.
> Basically a todo list, anything still in there needs to be categorized.
> The idea is to do a few articles each day and eventually everything will be
> nicely categorized.
>
> Create all the categories which have been though of, make sure tha

Re: [rt-users] Misleading message sent by RT::Extension::CommandByMail

[Aline Guedes]

Thanks for your suggestion Albert.

I decided to create a patch and change the message in my RT instance though
:)

Best regards,
Aline

On Wed, Nov 30, 2011 at 12:35 PM, Albert Shih  wrote:

>  Le 21/10/2011 à 18:18:55-0200, Aline Guedes a écrit
> > Hello,
> >
> > I am using the plugin CommandByMail on RT 4.0.2 and I when I try to open
> a
> > ticket with status "Stalled", I get an email with the following error
> message:
> >
> > "Couldn't create ticket from message with commands, fallback to standard
> > mailgate.
> >
> > Error: New tickets can not have status 'stalled' in this queue."
>
> You can change that by putting
>
>transitions => {
>''   => [qw(new open resolved stalled)],
>
># from   => [ to list ],
>new  => [qw(open stalled resolved rejected deleted)],
>open => [qw(new stalled resolved rejected deleted)],
>stalled  => [qw(new open rejected resolved deleted)],
>resolved => [qw(new open stalled rejected deleted)],
>rejected => [qw(new open stalled resolved deleted)],
>deleted  => [qw(new open stalled rejected resolved)],
>},
>
> instead
>
>transitions => {
>''   => [qw(new open resolved)],
>
># from   => [ to list ],
>new  => [qw(open stalled resolved rejected deleted)],
>open => [qw(new stalled resolved rejected deleted)],
>stalled  => [qw(new open rejected resolved deleted)],
>resolved => [qw(new open stalled rejected deleted)],
>rejected => [qw(new open stalled resolved deleted)],
>deleted  => [qw(new open stalled rejected resolved)],
>},
>
>
> in the
>
>Set(%Lifecycles
>
> in your
>
>RT_SiteConfig.pm
>
> to allow RT create new ticket with stalled status.
>
> Regards.
>
> JAS
>
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> Téléphone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> mer 30 nov 2011 15:33:51 CET
>

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Re: [rt-users] RT4 and articles

[Thomas Sibley]

On 11/30/2011 10:05 AM, Joe Harris wrote:
> Thanks to all who have helped with previous posts.  This is an awesome group.
> 
> I recently upgraded from 3.8.7 to 4.0.4 and am very interested in
> Articles.  I, however, have not been able to find any detailed
> documentation on how to get started with it.

You want to read `perldoc
/opt/rt4/docs/customizing/articles_introduction.pod`

Thomas

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Re: [rt-users] create tickets via email

[Thomas Sibley]

On 11/29/2011 08:30 PM, Tim Dunphy wrote:
>  Couldn't compile CustomPrepareCode codeblock '===Create-Ticket: ...

You put a CreateTickets template in the "Custom prepare" textbox of your
scrip instead of in a new template.

Thomas

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Re: [rt-users] create tickets via email

[Thomas Sibley]

On 11/29/2011 08:09 PM, Tim Dunphy wrote:
> hello list,
> 
> 
> I have built my company's RT server to the point where users can
> authenticate via LDAP as well as a postfix mail server on the RT host
> that you can use to send email to accounts intended for use with RT.
> This postfix server also has pop3 and IMAP functionality.
> 
> However, I tried following the 'getmail' (not the fetchmail) portion
> of this tutorial:
> 
> http://requesttracker.wikia.com/wiki/Fetchmail

If you have postfix installed on the RT server, use the normal aliases
mechanism to pipe mail to rt-mailgate (as described in the README).

It's overly complex and brittle to use getmail to read from a local
POP/IMAP server on the same machine.

> No permission to create tickets in the queue

RT should be spitting out a more verbose message than that, go look for
it.  It probably also sends mail to the configured RT administrator
address.  You need to properly setup rights to let the sender create
tickets.

Thomas

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Re: [rt-users] The RT Wiki - Restructure (start using categories?)

[Thomas Sibley]

On 11/30/2011 06:44 AM, Bart wrote:
>   * Add every single page currently in the wiki to a new categorie
> called "Archive".
>   o This sounds ugly but it's an easy way of keeping track of all
> the wiki pages that still need better categorization.
>   o Basically a todo list, anything still in there needs to be
> categorized.
>   o The idea is to do a few articles each day and eventually
> everything will be nicely categorized.

There's no need for this type of category since Wikia gives us the page:
http://requesttracker.wikia.com/wiki/Special:UncategorizedPages

You can find a list of special pages here:
http://requesttracker.wikia.com/wiki/Special:SpecialPages

Thomas

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[rt-users] RT4 and articles

[Joe Harris]

Thanks to all who have helped with previous posts.  This is an awesome group.

I recently upgraded from 3.8.7 to 4.0.4 and am very interested in
Articles.  I, however, have not been able to find any detailed
documentation on how to get started with it.

Here is what I am trying to do and what I have done:

We have a queue called "facilities" where we put in tickets regarding,
generators batteries, AC units, general power issues, etc.

I want to put together an Article class for Standard Operating
Procedures - Facilities called "SOP - Facilities" so we can put in
documentation that can be searched in the articles.

So far I have:
created the class "SOP - Facilities"
created a topic "Generators"
assigned group rights for "Network Engineering" to "See articles",
"Create Articles" and "see that the class exists"
applied the class to the "facilities" queue

When I try to create a new article via:
New Article -> in SOP - Facilities
I get a page with Basics, Content, Links and Topics

Basics has fields:
Name (textbox)
Summary (textbox)
and shows the class name

Content has NO field to enter information (this is my problem/question)

Links has fields:
refers to (textbox)
referred by (textbox)

Topics has a listbox with all the topics for the specified class which
in my case is only:
Generators

Does anyone know why the content box does not show up?  Also, are
there any steps I missed in setting up the class/topics?

My user has all the related accesses granted in User Rights relating
to articles (as well as anything and everything as administrator).

Thanks in advance.

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Re: [rt-users] Misleading message sent by RT::Extension::CommandByMail

[Albert Shih]

 Le 21/10/2011 à 18:18:55-0200, Aline Guedes a écrit
> Hello,
> 
> I am using the plugin CommandByMail on RT 4.0.2 and I when I try to open a
> ticket with status "Stalled", I get an email with the following error message:
> 
> "Couldn't create ticket from message with commands, fallback to standard
> mailgate.
> 
> Error: New tickets can not have status 'stalled' in this queue."

You can change that by putting 

transitions => {
''   => [qw(new open resolved stalled)],

# from   => [ to list ],
new  => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled  => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted  => [qw(new open stalled rejected resolved)],
},

instead

transitions => {
''   => [qw(new open resolved)],

# from   => [ to list ],
new  => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled  => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted  => [qw(new open stalled rejected resolved)],
},


in the 

Set(%Lifecycles

in your 

RT_SiteConfig.pm

to allow RT create new ticket with stalled status. 

Regards.

JAS

-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mer 30 nov 2011 15:33:51 CET

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Re: [rt-users] Question on apache config

[Bart]

Do you have RT setup as a separate virtualhost?

This is how our config looks a.t.m. for a specific vhost for RT, but it's
the only vhost so we have the IP set to *. I assume you have a separate
hostname for RT?!


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/rt.example.com-cert.pem


If you reserve a different hostname for RT then this should work quite well.


-- Bart


Op 30 november 2011 15:12 schreef Greenberg, Joshua L <
joshua.greenb...@constellation.com> het volgende:

> Hi,
>
> ** **
>
> I’ve installed RT and it’s working fine but if I install it on a server
> running any other web sites, it breaks those web sites. I’d really like to
> put this on the same box that runs nagios but nagios breaks as soon as I do
> that. The logs are throwing mason errors when I try to load the nagios
> page because it is trying to use RT’s perl configuration for everything.
> I’m using the default RT apache config and the default nagios config.
> Nagios does not use a virtual host. I’ve never been great with apache
> configs and I suspect this is something really simple like changing a host
> name or IP address in the virtual host but I’m not sure. Any thoughts or
> ideas would be appreciated. Thank you.
>
> >>> This e-mail and any attachments are confidential, may contain legal,
> professional or other privileged information, and are intended solely for
> the
> addressee.  If you are not the intended recipient, do not use the
> information
> in this e-mail in any way, delete this e-mail and notify the sender.
> CEG-IP2
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — TBA
>

RT Training Sessions (http://bestpractical.com/services/training.html)
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[rt-users] Question on apache config

[Greenberg, Joshua L]

Hi,

I've installed RT and it's working fine but if I install it on a server running 
any other web sites, it breaks those web sites. I'd really like to put this on 
the same box that runs nagios but nagios breaks as soon as I do that. The logs 
are throwing mason errors when I try to load the nagios  page because it is 
trying to use RT's perl configuration for everything. I'm using the default RT 
apache config and the default nagios config. Nagios does not use a virtual 
host. I've never been great with apache configs and I suspect this is something 
really simple like changing a host name or IP address in the virtual host but 
I'm not sure. Any thoughts or ideas would be appreciated. Thank you.
>>> This e-mail and any attachments are confidential, may contain legal,
professional or other privileged information, and are intended solely for the
addressee.  If you are not the intended recipient, do not use the information
in this e-mail in any way, delete this e-mail and notify the sender. CEG-IP2

RT Training Sessions (http://bestpractical.com/services/training.html)
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[rt-users] Unreadable messages from DRAC (probably UTF-16)

[Loic.Mahe]

Hello,

 

I use RT to track messages coming from various sources (Nagios notifications, 
mail sent by scripts running on Unix and Window servers, mail sent by humans, 
etc).

 

I also use it to track messages from Dell Remote Access Card (DRAC) 4 system 
boards. These boards send messages on warning or critical alerts such as failed 
disks, failed fans, power losses, etc.

The problem is that messages from DRAC boards seem to have UTF-16 encoding. The 
message body is therefore unreadable, whether in the email received from RT or 
in RT's GUI.

 

Here is an example (I can send a JPEG snapshot of the problem if needed): you 
can see the unreadable characters in the message body.

 

Wed Nov 30 11:54:31 2011: Request 21145 was acted upon.

 Transaction: Ticket created by ROOT@RAC-GZ76F1J.MYDOMAIN

Subject: Alert from DRAC 4/I: [IP address here]

Status: new

 Ticket http://rtrack.mydomain.com/Ticket/Display.html?id=21145 >

 

M¿¿¿

 

 

Some debug in Apache's log :

 

[Wed Nov 30 10:54:31 2011] [debug]: Guessed encoding: UTF-16BE 
(/usr/local/rt/bin/../lib/RT/I18N.pm:460)

[Wed Nov 30 10:54:31 2011] [debug]: Guessed encoding: ascii 
(/usr/local/rt/bin/../lib/RT/I18N.pm:460)

[Wed Nov 30 10:54:31 2011] [debug]: Converting 'UTF-16BE' to 'utf-8' for 
text/plain - Alert from DRAC 4/I: 10.58.17.34 
(/usr/local/rt/bin/../lib/RT/I18N.pm:257)

[Wed Nov 30 10:54:31 2011] [debug]: Mail from user #71279 
(ROOT@RAC-GZ76F1J.MYDOMAIN) 
(/usr/local/rt/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:77)

 [Wed Nov 30 10:54:32 2011] [debug]: Working on mailfield To; recipients are  
(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:653)

[Wed Nov 30 10:54:32 2011] [debug]: Subject: [CPTALERTE #21145] Alert from DRAC 
4/I: [IP address here]

From: "ROOT via RT" <[RT'e email]>

Reply-To: [RT'e email]

In-Reply-To: XXX

References: XXX

Message-ID: XXX

Precedence: bulk

X-RT-Loop-Prevention: Request Tracker CPT/RSI

RT-Ticket: Request Tracker CPT/RSI #21145

Managed-by: RT 3.8.10 (http://www.bestpractical.com/rt/)

RT-Originator: ROOT@RAC-GZ76F1J.MYDOMAIN

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8 
(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:660)

 

 

I have tested various settings for @EmailInputEncodings (UTF-16, UTF-16BE, 
...), without success.

 

Reading the logs above, it seem that UTF-16 encoding is detected by 
Encode::Guess, but isn't translated into UTF-8.

 

Thanks in advance for your help.

 

Loïc Mahé - RSI - France

 

SunOS [hostname] 5.10 Generic_142900-14 sun4u sparc SUNW,Sun-Fire-15000

RT 3.8.10

Perl v5.12.3

 


RT Training Sessions (http://bestpractical.com/services/training.html)
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Re: [rt-users] Full text search on postrgesql

[k...@rice.edu]

On Wed, Nov 30, 2011 at 12:23:45PM +, Guadagnino Cristiano wrote:
> Hi all,
> we are experimenting the upgrade to 4.x while switching to Postgres due 
> to the easier setup of full text search (we were on mysql previously).
> 
> The update went smooth and we have RT 4.02 in a testing environment 
> where we migrated our mysql production database.
> 
> I followed the instructions for enabling full text search in postgres, 
> and left it indexing for about one day (!) our 30K ticket db.
> 
> Now I am trying to test full text searches, but I am very disappointed 
> by the performance.
> 
> First of all: our previous Sphinx proprietary implementation (see 
> "IntegrateSphinx" in the wiki) indexed all our db in about 5 minutes. I 
> think the difference is that we were not indexing attachments, while the 
> current setup indexes attachments too... am I right in this assumption?
> 
> Second: I tried a full text search on our Sphinx implementation and it 
> took 0.18 seconds to find 27 results ranging from mid-2009 to today. The 
> exact same query on RT 4.02 with postgres and FTS enabled timed out 
> after 40 seconds. Even taking attachments into account that seems too much.
> 
> Third: there is no separate search dialog for FTS. I am using the simple 
> search dialog typing "fulltext:searchedword", is it right?
> 
> Fourth: I am trying to understand if I should be using any special 
> syntax (I read something about it in postgres specific pages). To 
> understand what RT is really doing I tried enabling the statement log, 
> but I find no trace of my FTS query in it. Is it normal?
> 
> Thank you in advance.
> 
> Bye
> Cris
> 

Hi Chris,

It definitely sounds like you do not have fulltext setup correctly or
have a missing index or something. For 30k tickets, that search should
take very little time. Have the schema changes been made and any needed
configuration changes? What type of index are you using for the fulltext
search content? GIN or GIST? We are still using the recipe from the wiki
but when I checked it looked like that was the basic setup that was used
by RT 4.x, we are on 3.8.

Regards,
Ken

RT Training Sessions (http://bestpractical.com/services/training.html)
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[rt-users] Customize Quicksearch RT 4.0.4

[Sean McDaid]

Hi,

I have upgraded to RT 4. I have defined a few different custom statuses in
RT_SIteConfig such as:

Set(%Lifecycles,
default => {
initial => [ 'new' ],
active  => [ 'open', 'stalled', 'next_rel', 'inv_pend',
'cust_info' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],

When I log in I see the QuickSearch includes these columns (''next_rel,
'inv_pend', 'cust_info').

The summaries "Active Tickets I own" and "Waiting Tickets I own" group
tickets by state (ie. Active or Waiting) regardless of their status.

Is there a way to customize the Quicksearch to group by state, ie. 3
columns "Active", "Waiting", "Planning"?

Also where can the state of a status be defined, for example "cust_info"
should be a Waiting state?

Thanks for any help
Sean

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA

[rt-users] Full text search on postrgesql

[Guadagnino Cristiano]

Hi all,
we are experimenting the upgrade to 4.x while switching to Postgres due 
to the easier setup of full text search (we were on mysql previously).

The update went smooth and we have RT 4.02 in a testing environment 
where we migrated our mysql production database.

I followed the instructions for enabling full text search in postgres, 
and left it indexing for about one day (!) our 30K ticket db.

Now I am trying to test full text searches, but I am very disappointed 
by the performance.

First of all: our previous Sphinx proprietary implementation (see 
"IntegrateSphinx" in the wiki) indexed all our db in about 5 minutes. I 
think the difference is that we were not indexing attachments, while the 
current setup indexes attachments too... am I right in this assumption?

Second: I tried a full text search on our Sphinx implementation and it 
took 0.18 seconds to find 27 results ranging from mid-2009 to today. The 
exact same query on RT 4.02 with postgres and FTS enabled timed out 
after 40 seconds. Even taking attachments into account that seems too much.

Third: there is no separate search dialog for FTS. I am using the simple 
search dialog typing "fulltext:searchedword", is it right?

Fourth: I am trying to understand if I should be using any special 
syntax (I read something about it in postgres specific pages). To 
understand what RT is really doing I tried enabling the statement log, 
but I find no trace of my FTS query in it. Is it normal?

Thank you in advance.

Bye
Cris

-- 
Cristiano Guadagnino
Servizio Database Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  TBA

Re: [rt-users] random error

[Thomas Lau]

We didn't change anything and sometime it happen, we found out some client name 
is super long, is there have any length limit for graphing?

--
BlackBerry solution provided by www.principleone.com


From: pleh.i...@gmail.com 
To: Thomas Lau
Cc: rt-users@lists.bestpractical.com 
Sent: Wed Nov 30 19:54:34 2011
Subject: Re: [rt-users] random error

Has it always been giving this error? Or is this something that happend after 
an update/some other change?


-- Bart


Op 30 november 2011 12:49 schreef Thomas Lau 
mailto:thomas@principleone.com>> het volgende:
It is a command, rerun on shell give same error, but one hour later I we rerun 
it, it just fine.

--
BlackBerry solution provided by 
www.principleone.com


From: pleh.i...@gmail.com 
mailto:pleh.i...@gmail.com>>
To: Thomas Lau
Cc: rt-users@lists.bestpractical.com 
mailto:rt-users@lists.bestpractical.com>>
Sent: Wed Nov 30 19:48:13 2011
Subject: Re: [rt-users] random error

Hi,

What happens when you manually run one of those commands? (which one is the 
culprit?) Or does it work as intended when you manually run it?

I assume it's the rt-email-dashboards command, but I'd like to be sure.


-- Bart


Op 30 november 2011 07:15 schreef Thomas Lau 
mailto:thomas@principleone.com>> het volgende:
Guys, we are having strange random error as following when cronjob run every 
hour:

[error]: Caught exception: Vertical size too small at 
/opt/rt4/share/html/Search/Chart line 186.

(/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117)

Cronjob list:
rt-email-dashboards
rt-clean-sessions --older 7D


google didn’t help, anyone could give me some advice please?



RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA



RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA

Re: [rt-users] random error

[Bart]

Has it always been giving this error? Or is this something that happend
after an update/some other change?


-- Bart


Op 30 november 2011 12:49 schreef Thomas Lau
het volgende:

> It is a command, rerun on shell give same error, but one hour later I we
> rerun it, it just fine.
>
> --
> BlackBerry solution provided by www.principleone.com
>
> --
>  *From*: pleh.i...@gmail.com 
> *To*: Thomas Lau
> *Cc*: rt-users@lists.bestpractical.com 
> *Sent*: Wed Nov 30 19:48:13 2011
> *Subject*: Re: [rt-users] random error
>
> Hi,
>
> What happens when you manually run one of those commands? (which one is
> the culprit?) Or does it work as intended when you manually run it?
>
> I assume it's the rt-email-dashboards command, but I'd like to be sure.
>
>
> -- Bart
>
>
> Op 30 november 2011 07:15 schreef Thomas Lau het 
> volgende:
>
>> Guys, we are having strange random error as following when cronjob run
>> every hour:
>>
>> [error]: Caught exception: Vertical size too small at
>> /opt/rt4/share/html/Search/Chart line 186.
>>
>> (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117)
>>
>> ** **
>>
>> Cronjob list:
>>
>> rt-email-dashboards
>>
>> rt-clean-sessions --older 7D
>>
>> ** **
>>
>> ** **
>>
>> google didn’t help, anyone could give me some advice please? 
>>
>> ** **
>>
>> 
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston — TBA
>>
>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA

Re: [rt-users] random error

[Thomas Lau]

It is a command, rerun on shell give same error, but one hour later I we rerun 
it, it just fine.

--
BlackBerry solution provided by www.principleone.com


From: pleh.i...@gmail.com 
To: Thomas Lau
Cc: rt-users@lists.bestpractical.com 
Sent: Wed Nov 30 19:48:13 2011
Subject: Re: [rt-users] random error

Hi,

What happens when you manually run one of those commands? (which one is the 
culprit?) Or does it work as intended when you manually run it?

I assume it's the rt-email-dashboards command, but I'd like to be sure.


-- Bart


Op 30 november 2011 07:15 schreef Thomas Lau 
mailto:thomas@principleone.com>> het volgende:
Guys, we are having strange random error as following when cronjob run every 
hour:

[error]: Caught exception: Vertical size too small at 
/opt/rt4/share/html/Search/Chart line 186.

(/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117)

Cronjob list:
rt-email-dashboards
rt-clean-sessions --older 7D


google didn’t help, anyone could give me some advice please?



RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA

Re: [rt-users] random error

[Bart]

Hi,

What happens when you manually run one of those commands? (which one is the
culprit?) Or does it work as intended when you manually run it?

I assume it's the rt-email-dashboards command, but I'd like to be sure.


-- Bart


Op 30 november 2011 07:15 schreef Thomas Lau
het volgende:

> Guys, we are having strange random error as following when cronjob run
> every hour:
>
> [error]: Caught exception: Vertical size too small at
> /opt/rt4/share/html/Search/Chart line 186.
>
> (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117)
>
> ** **
>
> Cronjob list:
>
> rt-email-dashboards
>
> rt-clean-sessions --older 7D
>
> ** **
>
> ** **
>
> google didn’t help, anyone could give me some advice please? 
>
> ** **
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — TBA
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA

Re: [rt-users] The RT Wiki - Restructure (start using categories?)

[Bart]

Hi,

Jay, thanks for your input. I do feel that approaching it with a blank
sheet of paper will be the best approach.

Though we'll have to use Wikia's abilities/structure, the below is aimed at
just that with a slight eye on "structuring from scratch".

*--- A rough sketch of the idea ---*
*
*
The idea I have relies allot on the categories within Wikia.

A categorie page can contain content, thus e.g. the contributions page
could instead be a categorie page with some specific information on what
you can expect, maybe some extra links to other stuff, etc. But the
difference would be that since it is now a categorie page, that all
scripts/contributions that have the categorie set to contributions would be
automatically listed on that one page. (alphabetized)

With that in mind you can quite easily create "general" categorie pages for
all major topics and have any page regarding that topic being linked to
that categorie.

The front page would then contain a hierarchical structure with links to
all the "sections" (a.k.a. categorie pages). And obviously information on
what RT is, latest news/updates/etc. Another thing which you can easily add
to the front page is an RSS feed of the Bestpractical blog, and maybe add a
feed of the RT wiki itself showing the latest updates & newest pages.
(should both be doable I think)

Other things that might be nice to add are some Wikia features for the
community to promote the usage of the RT wiki (achievements and other fun
stuff).

*--- The structure (concept) ---*

Since the above shows what categories and categorie pages can do for you
it's important to create a structure (at first on paper) which will make
sure that all major topics regarding RT are covered so that any new article
can add a categorie appropriate for that specific article. (I assume that
the structure will eventually grow naturally)

Since this is just a concept I've sort of just looked at the current wiki
and tried to gather some basic topics, what I want to achieve with this
concept is to get input from others so that we can improve it further:

   - RT Basics
  - User Manual
  - Custom Fields
  - Articles
  - REST
  - RT Tool
  - RT Cron Tool
   - RT Installation (rough categories so that people can link install
   guides to an OS categorie, no more/no less)
  - Linux
  - FreeBSD
  - Other
  - Manual
   - RT Config: (a categorie for each major release)
  - RT 4
  - RT 3.8
  - RT 3.6
   - Plugins:
  - A categorie page for all plugins! This way you can link
  scrips/configs/other goodies for a plugin to that specific categorie page.
   - Scrips:
  - Basically a summary of all scrips available for RT.
   - Automation

At this point I'm blank on ideas, I'll just leave it at this and see what
responses there are. I'm pretty sure this list can be better/structured
better, but you have to start somewhere ^_~

*--- Rough plan of action ---*

This is a rather rough plan for setting up the structure:

   - Remove all current categories (double check that the categorie pages
   don't contain content of any kind).
   - Add every single page currently in the wiki to a new categorie called
   "Archive".
  - This sounds ugly but it's an easy way of keeping track of all the
  wiki pages that still need better categorization.
  - Basically a todo list, anything still in there needs to be
  categorized.
  - The idea is to do a few articles each day and eventually everything
  will be nicely categorized.
   - Create all the categories which have been though of, make sure that
   theres's at least some basic information on the categorie page.
   - Modify the home page to, at first, also contain the new categorie
   structure (keep the old links for now).
   - Start categorizing anything that's still in under Archive.
   - And last but not least, at a certain point modify the front page to
   only contain the new categorie structure.

So, those are some ideas.

Time for everyone to shoot at them ^_~

-- Bart

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA

Re: [rt-users] CLI Scripting Question

[Nehmer Torben]

Hi,

> It wouldn't work. Most times it's easier to use
> $tickets->FromSQL("Queue = 'x' AND (Status ...)") instead of Limit*
> calls. LIKE adding % around arguments is historical thing. Use
> MATCHES.

Using OPERATOR => 'MATCHES' produces an error:

[Wed Nov 30 08:15:28 2011] [error]: RestrictionsToClauses: Invalid operator 
MATCHES for Subject (STRING) at /usr/share/request-tracker4/lib/RT/Tickets.pm 
line 3363. (/usr/share/request-tracker4/lib/RT/Tickets.pm:3416)

MATCHES in FromSQL does effectively break the entire query, LIKE in FromSQL has 
the same bahvoir as LimitSubject.

Besides, I find it much more error prone to build SQL queries by hand.

So I am still where I started.

It can't be that hard to do a query the subject for a string on the beginning 
without patching the Perl SearchBuilder modules itself, can it?


Best regards,
Torben


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  TBA

[rt-users] random error

[Thomas Lau]

Guys, we are having strange random error as following when cronjob run every 
hour:

[error]: Caught exception: Vertical size too small at 
/opt/rt4/share/html/Search/Chart line 186.

(/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117)

Cronjob list:
rt-email-dashboards
rt-clean-sessions --older 7D


google didn't help, anyone could give me some advice please?


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA