Re: [rt-users] RT-Authen-ExternalAuth plugin causes 'Can't locate Apache.pm in @INC' issue
Are you only getting the errors when executing the custom PHP/Perl code? Or does this also affect RT's user interface/functionality? -- Bart Op 2 februari 2012 02:33 schreef Srikumar Nair het volgende: > > > We have a RT 4.0.4 installation running on Apache. > We have some front end PHP code that calls Perl scripts which use Perl RT > APIs for RT interactions. > > Recently we installed the RT-Authen-ExternalAuth plugin (version 0.09) > to RT. > This creates the the following error when ever the php tries to invoke the > perl scripts. > But if I remove the plugin from the RT_SiteConfig.pm file everything works > fine again. > > Has anyone see this issue? > > > Can't locate Apache.pm in @INC (@INC contains: /opt/rt4/local/lib > /opt/rt4/local/plugins/RT-Site-Facebook-TicketPageMenu/lib > /opt/rt4/local/plugins/RT-Site-Facebook-SetQueue/lib > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib > /opt/rt4/local/plugins/RT-Extension-ArticleTemplates/lib /opt/rt4/lib > /opt/rt4/share/html/fb/perl > /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at > /usr/lib/perl5/5.8.8/CGI/Cookie.pm line 38, line 558. > Compilation failed in require at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm > line 3, line 558. > BEGIN failed--compilation aborted at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm > line 3, line 558. > Compilation failed in require at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > line 4, line 558. > BEGIN failed--compilation aborted at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > line 4, line 558. > Compilation failed in require at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > line 27, line 558. > BEGIN failed--compilation aborted at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > line 27, line 558. > > Thanks a bunch. > > > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston — March 5 & 6, 2012 > RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] RT-Authen-ExternalAuth plugin causes 'Can't locate Apache.pm in @INC' issue
We have a RT 4.0.4 installation running on Apache. We have some front end PHP code that calls Perl scripts which use Perl RT APIs for RT interactions. Recently we installed the RT-Authen-ExternalAuth plugin (version 0.09) to RT. This creates the the following error when ever the php tries to invoke the perl scripts. But if I remove the plugin from the RT_SiteConfig.pm file everything works fine again. Has anyone see this issue? Can't locate Apache.pm in @INC (@INC contains: /opt/rt4/local/lib /opt/rt4/local/plugins/RT-Site-Facebook-TicketPageMenu/lib /opt/rt4/local/plugins/RT-Site-Facebook-SetQueue/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/local/plugins/RT-Extension-ArticleTemplates/lib /opt/rt4/lib /opt/rt4/share/html/fb/perl /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /usr/lib/perl5/5.8.8/CGI/Cookie.pm line 38, line 558. Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm line 3, line 558. BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm line 3, line 558. Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 4, line 558. BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 4, line 558. Compilation failed in require at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 27, line 558. BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 27, line 558. Thanks a bunch. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Help installing RT4 on Ubuntu
It looks like your running this as a dedicated server (or a virtual host
[ie rt.place.tld]). I run it as a page. Its on the same server as my
nagios install. here is my rt section. There are a number of
differences, but its someplace to start trying.
I also had to add "LoadModule perl_module
/usr/lib/apache2/modules/mod_perl.so" to my apache2.conf. This config
is in my apache2.conf.
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");
Now, I dont even begin think that I understand why this works. I had to
try a ton of things to get the two to play nice with eachother. I'm
running 11.10 (I think)
It looks like your running from an elevated prompt (in case your not I'd
start there). If you have no data in your database yet, do a make
dropdb and redo your make initialize-database.
Hope this helps,
Matt
On 01/31/2012 11:36 AM, Borngunners wrote:
Okay. Now I have try to reinstall RT again and so far these are the
configurations I have:
root@helpdesks:/var/tmp/rt-4.0.4# make initialize-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib
sbin/rt-setup-database --action init --prompt-for-dba-password
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: rt4
User: rtuser
DBA:root
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Granting access to rtuser@'localhost' on rt4.
Done.
Now inserting RT core system objects.
Done.
[Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration
has been replaced by the new Lifecycles
functionality. You should set the 'active' property of the 'default'
lifecycle and add transition rules; see RT_Config.pm for
documentation. (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)
Now inserting data.
[Tue Jan 31 19:32:37 2012] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
SuperUser, Disabled: 0, EmailAddress: root@localhost, Gecos: root,
Name: root, Password: password, Privileged: 1, RealName: Enoch Root
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Tue Jan 31 19:32:37 2012] [error]: Could not set user info
(/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
[Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root :
Couldn't find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)
Done inserting data.
Done.
Apache configuration:
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");
thanks,
-Original Message-
From: Kevin Falcone
To: rt-users
Sent: Mon, Jan 30, 2012 6:32 pm
Subject: Re: [rt-users] Help installing RT4 on Ubuntu
On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:
> Hello Falcone,
> I have tried the config as stated. This is the message I receive after
starting apche:
> root@helpdesks:/etc/apache2# /etc/init.d/apache2 start
> * Starting web server
> apache2
> [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: Table
'rt4.Users' doesn't
> exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line
587.
> (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)
You don't appear to have created the RT database.
When you said
> > On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:
> > > I have installed RT 4 on ubuntu and have tested the web after
What did you do to install RT? It'd be great if you looked through
the README and compared the steps to the notes about what you did.
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston ? March 5& 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston --- March 5& 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
Re: [rt-users] External Auth using Active Directory 2008
On Wed, Feb 01, 2012 at 11:04:38PM +, Howell, Van wrote: >I have added several users into the RTUsers group I set up in AD. > >The AD Administrator, a common Domain User called Test.Account that is > located in the OU with >all my other users, my personal account also located in the OU with all > the other users and an >alternate administrative account I use. > > > >I can logon to RT with the AD Administrator account. I can logon to RT > with the Test.Account >and I can log in using my alternate account. But I cannot logon using my > personal account. I >also had my assistant test with her account and she cannot log on. > >I have studied the problem and cannot find anything unique about the > accounts that cannot >logon. We really need to see your configuration for RT-Authen-ExternalAuth and your logs for the failed login, turned up to debug. -kevin pgpsABYShCtye.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] External Auth using Active Directory 2008
I am new to RT, Just setup a 4.0.4 server this week. I am using CentOS 6.2 64 bit. MySQL Apache I used Ken Prickett's CentOS5InstallPlus Some WIKI instructions and made the necessary mods to get things working, so to speak. I am using the RT_SiteConfig.pm provided in the install doc. The only changes I made was to add my information. The problem I am having is strange. I have added several users into the RTUsers group I set up in AD. The AD Administrator, a common Domain User called Test.Account that is located in the OU with all my other users, my personal account also located in the OU with all the other users and an alternate administrative account I use. I can logon to RT with the AD Administrator account. I can logon to RT with the Test.Account and I can log in using my alternate account. But I cannot logon using my personal account. I also had my assistant test with her account and she cannot log on. I have studied the problem and cannot find anything unique about the accounts that cannot logon. Has anyone seen this problem before? Van Howell System Administrator Lubbock Christian University RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] RT 4 "Approvals"?
On Wed, Feb 01, 2012 at 03:39:45PM -0500, Jeff Blaine wrote: > >The Lifecycle (I'm not sure where Workflow came from) field on a Queue > >changes which statuses are available in that queue. Changing a random > >queue from default to approval doesn't turn it into an Approval queue. > >That Lifecycle is only intended to be used on the ___Approvals queue > >and there's a bug open to hide it from normal queues to avoid the > >confusion that it causes. > > Yes, lifecycle. I don't know where workflow came from. > > Turns out I can't switch the queue's lifecycle back to > 'default' now. RT won't let me (no error, just won't > save the change). Yeah, one of the other folks here found that recently, unfortunately the fix didn't get rolled in before 4.0.5 hit the pre-release track. http://issues.bestpractical.com/Ticket/Display.html?id=19286 You can test out his branch, or just go fiddle in the DB. It's a special case of the default lifecycle. You can switch between other lifecycles just fine which is why it took so long to spot. -kevin pgpCatbOr3Kje.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] RT 4 "Approvals"?
The Lifecycle (I'm not sure where Workflow came from) field on a Queue changes which statuses are available in that queue. Changing a random queue from default to approval doesn't turn it into an Approval queue. That Lifecycle is only intended to be used on the ___Approvals queue and there's a bug open to hide it from normal queues to avoid the confusion that it causes. Yes, lifecycle. I don't know where workflow came from. Turns out I can't switch the queue's lifecycle back to 'default' now. RT won't let me (no error, just won't save the change). RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Unknown encoding in rt-mailgate
On Wed, Feb 1, 2012 at 23:11, Kevin Falcone wrote: > On Wed, Feb 01, 2012 at 07:42:29AM +0100, Robert Wysocki wrote: >> Dnia 2012-01-31, wto o godzinie 21:43 +0400, Ruslan Zakirov pisze: >> > >> > Was it a mistake in encoding or just unsupported one? Anyway, it >> > should be reported as a bug report with more details about what was in >> > headers and what is actual encoding of the mail. >> >> The actual encoding was iso-8859-2 and the declared one was iso-8852-2. >> I think it was i typo. > > I think your options come down to: > > running sed over your mail queue > temporary hack in RT::I18N::_CanonicalizeCharset > use Encode::Alias in the right place to > define_alias( "newName" => ENCODING) It's a workaround. RT may be improved: * send error to owner of RT, I hope we already do this * we can check encoding in email with Encode and if encode doesn't know it then we ignore value and guess So this deserves a bug report and I'm Bccing ticket. > -kevin > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston — March 5 & 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] RT 4 "Approvals"?
On Wed, Feb 01, 2012 at 11:43:29AM -0500, Jeff Blaine wrote: > Where might I find information on the per-queue > setting for "Workflow" which has a choice called > "Approval" > > What is the idea? Where is it explained? > > How does one make use of it? > > I converted a test queue to use the "Approval" workflow, > submitted a ticket, resolved the ticket, and saw nothing > out of the ordinary. > > It's quite possible this has been around for awhile, > but we made the jump from 3.4.4 to 4.0.4. The Lifecycle (I'm not sure where Workflow came from) field on a Queue changes which statuses are available in that queue. Changing a random queue from default to approval doesn't turn it into an Approval queue. That Lifecycle is only intended to be used on the ___Approvals queue and there's a bug open to hide it from normal queues to avoid the confusion that it causes. -kevin pgpoWm0XwBrOM.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] view agent attached file/image in a reply/comment
On Wed, Feb 01, 2012 at 03:49:45PM +0100, Bart wrote: >Add these options to your RT_SiteConfig.pm: > > # --- > # HTML Attachments > # --- This is the config that will do what he wants > Set($PreferRichText, 1); This one means that when you click Download on an HTML attachment, we don't disable the javascript. It's important to read and understand the docs for it. This also makes no difference to the inline history display of RT. > Set($TrustHTMLAttachments, 1); Often you need PreferRichText + MaxAllowedInline. Rarely do you need TrustHTMLAttachments. -kevin >-- Bart > >Op 1 februari 2012 12:07 schreef Mayk Backus <[1]bac...@nlcom.nl> het > volgende: > > Hi list, > > I noticed that when a reply is made on a ticket by one of our agents, > and there's an attachement i can't view this. For example when someone > sends a screenshot of something, i can see the file is attached when > downloading the it with headers , but is there a way to view the > attachment (image, etc) inside RT ? > > thanx > > Greets > > Mayk Backus pgpHaOzSBtdsQ.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Prepared statement already exists...
Hi, From what you have posted I suspect that problem is in DBI/DBD::Pg modules. When you check version of the modules, double check with RT's UI to make sure what you get in command line interface matches what RT loads. Try downgrading DBD::Pg. As workaround you can try to disable server side preparing of statements: http://search.cpan.org/~turnstep/DBD-Pg-2.18.1/Pg.pm#pg_server_prepare_(integer) On Wed, Feb 1, 2012 at 17:50, Matthias Leisi wrote: > Hello, > > I got some support debugging my "prepared statement already exists" > issue with RT 4.0.4 on #rt, but I believe it is more efficient on the > mailing list. I'm not fully sure whether this is an issue in RT, in > Postgresql or DBI, or something completely different, but I'll try to > start at RT. > > We recently upgraded to RT 4.0.4 (using Postgresql 8.4 as in the > previous RT 3.8.7, see upgrade steps below). Since then, we have the > "prepared statement already exists" error; this results in RT being > inaccessible. We currently see no other option than to restart the DB > server (or issue "select * from pg_terminate_backend();" as > super-user within Postgres). > > The error condition pops up about once a day, after a couple of hours > of usage. The usage is minimal (usually, only a handful of > transactions on a single-digit tickets are executed each day). On the > RT side, the error usually looks like > > | [Mon Jan 30 22:58:00 2012] [warning]: DBD::Pg::st execute failed: > ERROR: prepared statement > | "dbdpg_p27347_5" already exists at > /usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm > | line 44. (/usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm:44) > > On the Postfix side: > > | 2012-01-31 00:18:31 CET rt4 rt_user 4f270fbe.633d ERROR: prepared > statement "dbdpg_p27347_5" already exists > > "27347" is always equal to the PID of the httpd parent process on the > webserver, which obviously is used as an identifier for the prepared > statement, together with a seemingly increasing counter. > > I have also seen another error messages mixed in with "already exists": > > | 2012-01-29 22:46:09 CET rt4 rt_user 4f25be1e.304 ERROR: bind > message supplies 2 parameters, > | but prepared statement "dbdpg_p27347_5" requires 1 > > And on the Apache side: > > | [Sun Jan 29 21:46:09 2012] [warning]: DBD::Pg::st execute failed: > ERROR: bind message supplies > | 2 parameters, but prepared statement "dbdpg_p27347_5" requires 1 at > | usr/lib/perl5/site_perl/5.12.1/DBIx/SearchBuilder/Handle.pm line 509. > > If the error condition pops up, the mail gateway is also affected > (with the same error message). > > Things I tried (partially based on suggestions on #rt), unfortunately > without success: > > * Upgrade DBI-related stuff (done on both machines, as non-RT stuff > could potentially profit on both ends) > * Upgrade Postgresql to latest supported release > * "SetHandler perl-script" instead of "SetHandler modperl" > > Some setup information: > > The webserver / RT installation is on one physical box (together with > other web apps), the database sits on a different physical box > (sharing a Postgres instance with other databases). This backend > access runs over IPv6 (if this makes a difference). > > * openSUSE 11.3 (x86_64) on both systems. > * perl -MDBI -le 'print $DBI::VERSION' => 1.609 on both systems. > * perl --version => 5.12.1 on both systems > * psql (server, clients, lib etc) is on version 8.4.7 on both systems. > > RT_SiteConfig is set to "Set($WebExternalAuth , 1);"., RT4 lives in > subdirectory /rt4, Basic Auth happens on the root directory. > Everything runs over https. There is only a small number of users who > access RT at all, interaction with external users happens via incoming > and outgoing email. > > Upgrade steps from 3.8.7 to 4.0.4: > > | Backup RT3 database: postgres@db:/home/backup> > | /usr/bin/pg_dump -Ft rt3 > /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar > | Create new RT4 database: postgres@db:~> createdb rt4 > | Restore RT4 DB from RT3 dump: postgres@db:~> pg_restore > | --dbname=rt4 --verbose /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar > | wget http://download.bestpractical.com/pub/rt/release/rt-4.0.4.tar.gz > | tar xvf rt-4.0.4.tar.gz > | cd rt-4.0.4/ > | ./configure prefix= --enable-gpg --with-web-user=wwwrun > | --with-web-group=www --with-db-type=Pg --with-db-host=db > --with-db-rt-pass= > | make testdeps and make fixdeps (repeated) > | make upgrade > | Add a line for rt_user access to rt4 to > | postgres@db:/var/lib/pgsql/data/pg_hba.conf > | make upgrade-database > | Enter RT version you're upgrading from: 3.8.7 > > I don't want to spam the (public) group with the output of > Admin/Tools/Configuration.html, but I can put it somewhere if it would > help diagnosing the issue. > > I'm honestly at a loss on how to identify the root cause of this. Any > hints appreciated, and I'm more than happy to provide more > config/setup information or perform additional tests. Sinc
Re: [rt-users] Set Subject in if/then clause
On Wed, Feb 01, 2012 at 01:55:34PM +, Giuseppe Sollazzo wrote:
>-BEGIN PGP SIGNED MESSAGE-
>Hash: SHA1
>
>Hi Gerard,
>many thanks - that worked.
>
>I really need to refresh my Perl...
>
>Cheers,
>Giuseppe
>
>On 01/02/12 13:49, Gerard FENELON wrote:
>> I suspect my proposal is
> wrong Try instead
>
> >
>
> > Subject: { if ($Ticket->QueueObj->Name eq 'Work
> Queue') { "Helpdesk
>
> > Job Logged: " . $Ticket->Subject . " Output this"; }
> elsif
>
> > ($Ticket->QueueObj->Name eq 'Task Queue') { "Support
> Job Logged: "
>
> > . $Ticket->Subject . " Output that"; } else { "Output
> other"; } }
>
> >
>
> > Gerard
>
Guiseppe - for reference, the syntax Gerard gave you came from the
fact that RT's templates are Text::Templates and you can read more
about them on CPAN:
http://search.cpan.org/dist/Text-Template/lib/Text/Template.pm
-kevin
pgprlvhUJ9Sps.pgp
Description: PGP signature
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
Re: [rt-users] Full text search problem on sphinx v4.0.4
On Wed, Feb 01, 2012 at 01:32:30PM +0900, Toru wrote: > I am testing rt v4.0.4 with mysql(compiled with sphinx capability) and having > some trouble in full text searching. > > Here are some sample search queries from rt. > > > - Case1: full text search ok with returning right results. > > -- > ( Content LIKE '' ) AND ( Status = 'new' OR Status = 'open' OR Status = > 'stalled' ) > > ( Content LIKE '' OR Content LIKE '') AND ( Status = 'new' OR Status > = 'open' OR Status = 'stalled' ) > -- > > - Case2: full text search "not" ok returning no results and rt seems not > sending any search query through sphinx.(no result log in sphinx's query.log) > > -- > ( Content LIKE '' AND Content LIKE '' ) AND ( Status = 'new' OR > Status = 'open' OR Status = 'stalled' ) > -- > > > I checked both search queries without fulltext configuration and Case1 and 2 > both seems returning ok result. > > > My v4.0.4 environment is as follow, > > - rt v4.0.4 > - perl v5.14.2 > - mysql v5.1.61 > - sphinx 2.0.3 > > My configurations (sphinx.conf and RT_SiteConfig.pm) are almost default > setting and I haven't done any customization of rt codes. I've bounced this into the bugtracker as http://issues.bestpractical.com/Ticket/Display.html?id=19357 to see if we can replicate. Thanks -kevin pgpf5d3xIW2du.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Unknown encoding in rt-mailgate
On Wed, Feb 01, 2012 at 07:42:29AM +0100, Robert Wysocki wrote: > Dnia 2012-01-31, wto o godzinie 21:43 +0400, Ruslan Zakirov pisze: > > > > Was it a mistake in encoding or just unsupported one? Anyway, it > > should be reported as a bug report with more details about what was in > > headers and what is actual encoding of the mail. > > The actual encoding was iso-8859-2 and the declared one was iso-8852-2. > I think it was i typo. I think your options come down to: running sed over your mail queue temporary hack in RT::I18N::_CanonicalizeCharset use Encode::Alias in the right place to define_alias( "newName" => ENCODING) -kevin pgpbKmuaK0Cxa.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Two questions
On Tue, Jan 31, 2012 at 12:54:04PM -0500, Josh Narins wrote: > > On Tue, Jan 31, 2012 at 09:28:00AM -0500, Josh Narins wrote: > > >I got partway along writing a Mail Plugin for RT3.8, but, > > somewhere along the way, I lost it. > > > > > >Can anyone point me to any documentation on them? My goal is to > > remove the endlessly > > >duplicating newlines of the quoted text on each reply to our > > tickets and to remove the > > >signatures. > > > > There is actually code in 3.8.10 or later to work around Outlook's > > bugs with newlines. > > I'm running 4.0.2 and still have the problem. Please followup with some sample data to rt-bugs? Thanks -kevin pgpIgkj7BaZCe.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] RT 4 "Approvals"?
Where might I find information on the per-queue setting for "Workflow" which has a choice called "Approval" What is the idea? Where is it explained? How does one make use of it? I converted a test queue to use the "Approval" workflow, submitted a ticket, resolved the ticket, and saw nothing out of the ordinary. It's quite possible this has been around for awhile, but we made the jump from 3.4.4 to 4.0.4. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Help installing RT4 on Ubuntu
Hi,
Are you trying to do the source installation on Ubuntu? (btw, which version
of Ubuntu?)
At least, it looks that way. If the above is what you've done then I really
don't understand the external auth errors your getting, a clean
installation doesn't contain external auth...
My advise would be to make sure you have a clean installation up and
running first before playing with plugins (theres really no point).
Also, if you have the latest Ubuntu server then you can also install RT
using Aptitude ( aptitude search request-tracker4 ).
I assume you've documented all your steps up to this point, could you show
us exactly what you've done? (you've installed plugins, so undo that to
begin with or at least turn off the plugins in the RT_SiteConfig).
-- Bart
Op 31 januari 2012 20:36 schreef Borngunners het
volgende:
> Okay. Now I have try to reinstall RT again and so far these are the
> configurations I have:
>
> root@helpdesks:/var/tmp/rt-4.0.4# make initialize-database
> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
> --action init --prompt-for-dba-password
> 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: rt4
> User: rtuser
> DBA:root
> Now creating a mysql database rt4 for RT.
> Done.
> Now populating database schema.
> Done.
> Now inserting database ACLs.
> Granting access to rtuser@'localhost' on rt4.
> Done.
> Now inserting RT core system objects.
> Done.
> [Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration has
> been replaced by the new Lifecycles
> functionality. You should set the 'active' property of the 'default'
> lifecycle and add transition rules; see RT_Config.pm for documentation.
> (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766)
> Now inserting data.
> [Tue Jan 31 19:32:37 2012] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
> SuperUser, Disabled: 0, EmailAddress: root@localhost, Gecos: root, Name:
> root, Password: password, Privileged: 1, RealName: Enoch Root
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
> [Tue Jan 31 19:32:37 2012] [error]: Could not set user info
> (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826)
> [Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : Couldn't
> find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956)
> Done inserting data.
> Done.
>
>
> Apache configuration:
>
> 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");
>
>
>
>
> thanks,
>
>
> -Original Message-
> From: Kevin Falcone
> To: rt-users
> Sent: Mon, Jan 30, 2012 6:32 pm
> Subject: Re: [rt-users] Help installing RT4 on Ubuntu
>
> On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote:
> >Hello Falcone,
> >I have tried the config as stated. This is the message I receive after
> starting apche:
> >root@helpdesks:/etc/apache2# /etc/init.d/apache2 start
> > * Starting web server
> >apache2
> >[Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed:
> > Table
> 'rt4.Users' doesn't
> >exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line
> 587.
> >(/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587)
>
> You don't appear to have created the RT database.
>
> When you said
>
> > > On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote:
> > > >I have installed RT 4 on ubuntu and have tested the web after
>
> What did you do to install RT? It'd be great if you looked through
> the README and compared the steps to the notes about what you did.
>
> -kevin
>
>
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston � March 5 & 6, 2012
>
>
>
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012
>
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
Re: [rt-users] view agent attached file/image in a reply/comment
Add these options to your RT_SiteConfig.pm: # --- > # HTML Attachments > # --- > Set($TrustHTMLAttachments, 1); > Set($PreferRichText, 1); -- Bart Op 1 februari 2012 12:07 schreef Mayk Backus het volgende: > Hi list, > > I noticed that when a reply is made on a ticket by one of our agents, > and there's an attachement i can't view this. For example when someone > sends a screenshot of something, i can see the file is attached when > downloading the it with headers , but is there a way to view the > attachment (image, etc) inside RT ? > > thanx > > Greets > > Mayk Backus > > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 > RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Prepared statement already exists...
One addition: > * perl -MDBI -le 'print $DBI::VERSION' => 1.609 on both systems. DBD::Pg is at 2.18.1, which seems to be the most recent released version according to http://search.cpan.org/dist/DBD-Pg/Pg.pm -- Matthias RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Set Subject in if/then clause
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hi Gerard,
many thanks - that worked.
I really need to refresh my Perl...
Cheers,
Giuseppe
On 01/02/12 13:49, Gerard FENELON wrote:
> I suspect my proposal is wrong Try instead
>
> Subject: { if ($Ticket->QueueObj->Name eq 'Work Queue') { "Helpdesk
> Job Logged: " . $Ticket->Subject . " Output this"; } elsif
> ($Ticket->QueueObj->Name eq 'Task Queue') { "Support Job Logged: "
> . $Ticket->Subject . " Output that"; } else { "Output other"; } }
>
> Gerard
- --
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
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
iQEcBAEBAgAGBQJPKURWAAoJEAqigArPBfJX1IsIAJAdOa4b89lPwNIj5mfInbs6
ItG4KHAA8CbzrUQ22bcNxO7JS1UaVnoRb+gZZkyDy5r4hiyuHu7BjBE5EscwF2So
/Zm0Q9iX7DIGorIHNzfiDxW9qkLE8aCjLOMMDxaG//RMIpmzPgtHXvzNc2bjYFIM
2V5IxZoC/tVdrpDUsKnyiytWQWMGI8nn+rSejr0xaZV/zI7wvXaAdEPPZdA94N20
GIP8JGdGF4NhGLBPm+8Vvshw/k3cKV2WDEze2yNhY3z0uHmGpi2ECjkH8QuuQOZU
BzetFR8VzAi4JElb05PwKkT+BKmOnM1YeOizXaao3JnWJ6Gg/Jcu5hEZZlBWUsc=
=YrLQ
-END PGP SIGNATURE-
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
[rt-users] Prepared statement already exists...
Hello, I got some support debugging my "prepared statement already exists" issue with RT 4.0.4 on #rt, but I believe it is more efficient on the mailing list. I'm not fully sure whether this is an issue in RT, in Postgresql or DBI, or something completely different, but I'll try to start at RT. We recently upgraded to RT 4.0.4 (using Postgresql 8.4 as in the previous RT 3.8.7, see upgrade steps below). Since then, we have the "prepared statement already exists" error; this results in RT being inaccessible. We currently see no other option than to restart the DB server (or issue "select * from pg_terminate_backend();" as super-user within Postgres). The error condition pops up about once a day, after a couple of hours of usage. The usage is minimal (usually, only a handful of transactions on a single-digit tickets are executed each day). On the RT side, the error usually looks like | [Mon Jan 30 22:58:00 2012] [warning]: DBD::Pg::st execute failed: ERROR: prepared statement |"dbdpg_p27347_5" already exists at /usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm |line 44. (/usr/lib/perl5/site_perl/5.12.1/Apache/Session/Store/DBI.pm:44) On the Postfix side: | 2012-01-31 00:18:31 CET rt4 rt_user 4f270fbe.633d ERROR: prepared statement "dbdpg_p27347_5" already exists "27347" is always equal to the PID of the httpd parent process on the webserver, which obviously is used as an identifier for the prepared statement, together with a seemingly increasing counter. I have also seen another error messages mixed in with "already exists": | 2012-01-29 22:46:09 CET rt4 rt_user 4f25be1e.304 ERROR: bind message supplies 2 parameters, | but prepared statement "dbdpg_p27347_5" requires 1 And on the Apache side: | [Sun Jan 29 21:46:09 2012] [warning]: DBD::Pg::st execute failed: ERROR: bind message supplies | 2 parameters, but prepared statement "dbdpg_p27347_5" requires 1 at | usr/lib/perl5/site_perl/5.12.1/DBIx/SearchBuilder/Handle.pm line 509. If the error condition pops up, the mail gateway is also affected (with the same error message). Things I tried (partially based on suggestions on #rt), unfortunately without success: * Upgrade DBI-related stuff (done on both machines, as non-RT stuff could potentially profit on both ends) * Upgrade Postgresql to latest supported release * "SetHandler perl-script" instead of "SetHandler modperl" Some setup information: The webserver / RT installation is on one physical box (together with other web apps), the database sits on a different physical box (sharing a Postgres instance with other databases). This backend access runs over IPv6 (if this makes a difference). * openSUSE 11.3 (x86_64) on both systems. * perl -MDBI -le 'print $DBI::VERSION' => 1.609 on both systems. * perl --version => 5.12.1 on both systems * psql (server, clients, lib etc) is on version 8.4.7 on both systems. RT_SiteConfig is set to "Set($WebExternalAuth , 1);"., RT4 lives in subdirectory /rt4, Basic Auth happens on the root directory. Everything runs over https. There is only a small number of users who access RT at all, interaction with external users happens via incoming and outgoing email. Upgrade steps from 3.8.7 to 4.0.4: | Backup RT3 database: postgres@db:/home/backup> | /usr/bin/pg_dump -Ft rt3 > /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar | Create new RT4 database: postgres@db:~> createdb rt4 | Restore RT4 DB from RT3 dump: postgres@db:~> pg_restore |--dbname=rt4 --verbose /home/backup/psqldbs/rt3-pre-rt4-upgrade.tar | wget http://download.bestpractical.com/pub/rt/release/rt-4.0.4.tar.gz | tar xvf rt-4.0.4.tar.gz | cd rt-4.0.4/ | ./configure prefix= --enable-gpg --with-web-user=wwwrun |--with-web-group=www --with-db-type=Pg --with-db-host=db --with-db-rt-pass= | make testdeps and make fixdeps (repeated) | make upgrade | Add a line for rt_user access to rt4 to |postgres@db:/var/lib/pgsql/data/pg_hba.conf | make upgrade-database | Enter RT version you're upgrading from: 3.8.7 I don't want to spam the (public) group with the output of Admin/Tools/Configuration.html, but I can put it somewhere if it would help diagnosing the issue. I'm honestly at a loss on how to identify the root cause of this. Any hints appreciated, and I'm more than happy to provide more config/setup information or perform additional tests. Since the problem can not be directly reproduced, but only observed over about 24 hours, it is difficult to judge whether a change actually improved things, or was irrelevant, but I'll do my best ;) Thanks, -- Matthias RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Set Subject in if/then clause
I suspect my proposal is wrong
Try instead
Subject: { if ($Ticket->QueueObj->Name eq 'Work Queue')
{ "Helpdesk Job Logged: " . $Ticket->Subject . " Output this"; }
elsif ($Ticket->QueueObj->Name eq 'Task Queue')
{ "Support Job Logged: " . $Ticket->Subject . " Output that"; }
else
{ "Output other"; }
}
Gerard
On 2012-02-01 14:30, Gerard FENELON wrote:
Try something like
Subject: { if ($Ticket->QueueObj->Name eq 'Work Queue')
{ "Helpdesk Job Logged: {$Ticket->Subject} Output this"; }
elsif ($Ticket->QueueObj->Name eq 'Task Queue')
{ "Support Job Logged: {$Ticket->Subject} Output that"; }
else
{ "Output other"; }
}
In other words, your perl script should return a string.
Gerard
On 2012-02-01 14:18, Giuseppe Sollazzo wrote:
On 01/02/12 13:08, Gerard FENELON wrote:
Hi Giuseppe
what is your definition of "This doesn't seem to work" ? what is
the (bad) behaviour that you are seeing ? Does an email get sent or
not ? What is its subject line and content ? Anything in the logs
?
Gerard
Hi Gerard,
I should have been clearer but I thought it was evident: the "Subject"
line is not valid Perl, so you can't compile a script built that way.
The question is if there's a standard way to add that directive (a
non-Perl one) within the if-clause.
Thanks,
Giuseppe
On 2012-02-01 12:03, Giuseppe Sollazzo wrote:
Hi, I'm trying to set up a different subject for different queues
in the same template (autoreply). This doesn't seem to work:
{ if ($Ticket->QueueObj->Name eq 'Work Queue') { Subject:
Helpdesk Job Logged: {$Ticket->Subject} "Output this"; } elsif
($Ticket->QueueObj->Name eq 'Task Queue') { Subject: Support Job
Logged: {$Ticket->Subject} "Output that"; } else { "Output
other"; } }
Is there a way to get this work?
Thanks, Giuseppe
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
--
Gerard FENELON Corporate Support
Emulation& Verification Engineering
2 bis, voie La Cardon
phone: +33 1 6453 2734 Parc Gutenberg
fax: +33 1 6453 2740 91120 Palaiseau
http://www.eve-team.com FRANCE
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
Re: [rt-users] Set Subject in if/then clause
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
On 01/02/12 13:30, Gerard FENELON wrote:
> Try something like
>
> Subject: { if ($Ticket->QueueObj->Name eq 'Work Queue') { "Helpdesk
> Job Logged: {$Ticket->Subject} Output this"; } elsif
> ($Ticket->QueueObj->Name eq 'Task Queue') { "Support Job Logged:
> {$Ticket->Subject} Output that"; } else { "Output other"; } }
>
> In other words, your perl script should return a string.
>
> Gerard
Hi Gerard,
I begin to understand.
However, there is a problem with the {$Ticket->Subject} which I'm not
sure I know how to deal with
I get a subject line like:
*Helpdesk Job Logged: {RT::Ticket=HASH(0x1034ec88)->Subject} Output that*
which suggests the compiler is getting the object as a pointer rather
than its content. Any idea?
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
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
iQEcBAEBAgAGBQJPKUItAAoJEAqigArPBfJXlsMH/juz/RJQ6jq+UZoVGfsEk7G2
tpVIX1aUX8CSUq1YXd0I5VyULEqFAJechFJUi997b/LHp4CjtCPKHpNBpeE/TQW0
GsELSs623ie6HcVXY9LLkr5ZQNiugbYbIIBH067vJvf+JNg0B/cvkVI82nPbOAGI
FxRk2Z1ZNr5wmzxbayngAnpjY4pV1ulGz/2Hiwla3LAmf1UbSfCQPFi5Ystqq+BZ
/429yaA8UlFz5v94YaxqEUZukf7Q8Vc33rnVICRdEgg0aPec/CtHLxJNyBu/3fm/
RTyppExdD8wKvoQDKs9Iax7J6B+2FTLQpHp7QCv1goS51hd/o1Cij6D3wqgDT1E=
=PwsE
-END PGP SIGNATURE-
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
Re: [rt-users] Set Subject in if/then clause
Try something like
Subject: { if ($Ticket->QueueObj->Name eq 'Work Queue')
{ "Helpdesk Job Logged: {$Ticket->Subject} Output this"; }
elsif ($Ticket->QueueObj->Name eq 'Task Queue')
{ "Support Job Logged: {$Ticket->Subject} Output that"; }
else
{ "Output other"; }
}
In other words, your perl script should return a string.
Gerard
On 2012-02-01 14:18, Giuseppe Sollazzo wrote:
On 01/02/12 13:08, Gerard FENELON wrote:
Hi Giuseppe
what is your definition of "This doesn't seem to work" ? what is
the (bad) behaviour that you are seeing ? Does an email get sent or
not ? What is its subject line and content ? Anything in the logs
?
Gerard
Hi Gerard,
I should have been clearer but I thought it was evident: the "Subject"
line is not valid Perl, so you can't compile a script built that way.
The question is if there's a standard way to add that directive (a
non-Perl one) within the if-clause.
Thanks,
Giuseppe
On 2012-02-01 12:03, Giuseppe Sollazzo wrote:
Hi, I'm trying to set up a different subject for different queues
in the same template (autoreply). This doesn't seem to work:
{ if ($Ticket->QueueObj->Name eq 'Work Queue') { Subject:
Helpdesk Job Logged: {$Ticket->Subject} "Output this"; } elsif
($Ticket->QueueObj->Name eq 'Task Queue') { Subject: Support Job
Logged: {$Ticket->Subject} "Output that"; } else { "Output
other"; } }
Is there a way to get this work?
Thanks, Giuseppe
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
Re: [rt-users] Set Subject in if/then clause
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
On 01/02/12 13:08, Gerard FENELON wrote:
> Hi Giuseppe
>
> what is your definition of "This doesn't seem to work" ? what is
> the (bad) behaviour that you are seeing ? Does an email get sent or
> not ? What is its subject line and content ? Anything in the logs
> ?
>
> Gerard
>
Hi Gerard,
I should have been clearer but I thought it was evident: the "Subject"
line is not valid Perl, so you can't compile a script built that way.
The question is if there's a standard way to add that directive (a
non-Perl one) within the if-clause.
Thanks,
Giuseppe
> On 2012-02-01 12:03, Giuseppe Sollazzo wrote:
>> Hi, I'm trying to set up a different subject for different queues
>> in the same template (autoreply). This doesn't seem to work:
>>
>> { if ($Ticket->QueueObj->Name eq 'Work Queue') { Subject:
>> Helpdesk Job Logged: {$Ticket->Subject} "Output this"; } elsif
>> ($Ticket->QueueObj->Name eq 'Task Queue') { Subject: Support Job
>> Logged: {$Ticket->Subject} "Output that"; } else { "Output
>> other"; } }
>>
>> Is there a way to get this work?
>>
>> Thanks, Giuseppe
>
> RT Training Sessions
> (http://bestpractical.com/services/training.html) * Boston March 5
> & 6, 2012
- --
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
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
iQEcBAEBAgAGBQJPKTumAAoJEAqigArPBfJXdDgH/A1YiWhrj9/ZutVcvP6pYr+4
dYEYG2kK+usaLVdl5hwsSKhITC7hBvEdHBrNocNbFNJERBMSq6+Uj4SJAWKF7K+c
cqc69Uo13VjYjnVECSZVU/NhOG4Xiy0+zJssHmeZN+tDuN7OfBcF309zVfQceveH
i/YBNsuc0yY8X9MVnLg4EgymNDZrezfGOJDbLlUDSeD9lDN9SeCvSH0jsRR3UPYq
f2N0+88mQp+5KwtR/NMN88fX44uBUk3JOJobIrRPtv3Ti7spocXQBZ6JXP52e7Pi
0XFkbcI3JMTYa9voPKHHD7dxkk7/ToAILXIpRP4cIodlDTlGy7ZNnsLH1HZIhzI=
=x7YS
-END PGP SIGNATURE-
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
Re: [rt-users] Set Subject in if/then clause
Hi Giuseppe
what is your definition of "This doesn't seem to work" ?
what is the (bad) behaviour that you are seeing ?
Does an email get sent or not ?
What is its subject line and content ?
Anything in the logs ?
Gerard
On 2012-02-01 12:03, Giuseppe Sollazzo wrote:
Hi,
I'm trying to set up a different subject for different queues in the
same template (autoreply). This doesn't seem to work:
{
if ($Ticket->QueueObj->Name eq 'Work Queue') {
Subject: Helpdesk Job Logged: {$Ticket->Subject}
"Output this";
}
elsif ($Ticket->QueueObj->Name eq 'Task Queue') {
Subject: Support Job Logged: {$Ticket->Subject}
"Output that";
}
else {
"Output other";
}
}
Is there a way to get this work?
Thanks,
Giuseppe
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
Re: [rt-users] Set Subject in if/then clause
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
On 01/02/12 12:03, Joe Harris wrote:
> I am pretty sure you can define that on the queue edit screen. I
> set up different subject prefixes per queue when I created them. As
> long as it is a per queue difference and not changes within a queue
> based on something else.
>
> Someone correct me if I'm wrong.
>
> Sent from my mobile device.
Hi Joe,
thanks for that. Your suggestion changes only the SubjectTag, though.
What I'd like to understand is if my solution can be made to work - or
if there's any reason why it shouldn't. I might need to do more
versatile stuff than just adapting the Subject in that very simple
way, so if there's anyone who can recommend how to do so, please let
me know.
Thanks,
Giuseppe
>
> On Feb 1, 2012, at 6:03 AM, Giuseppe Sollazzo
> wrote:
>
>>
> Hi, I'm trying to set up a different subject for different queues
> in the same template (autoreply). This doesn't seem to work:
>
> { if ($Ticket->QueueObj->Name eq 'Work Queue') { Subject: Helpdesk
> Job Logged: {$Ticket->Subject} "Output this"; } elsif
> ($Ticket->QueueObj->Name eq 'Task Queue') { Subject: Support Job
> Logged: {$Ticket->Subject} "Output that"; } else { "Output other";
> } }
>
> Is there a way to get this work?
>
> Thanks, Giuseppe
>
>>
-
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
- --
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
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
iQEcBAEBAgAGBQJPKThCAAoJEAqigArPBfJXjiQIAJCAiGyjVuPdmI5qXmRpgKZ9
TAAlcdfM0EUbBw0mamJcscJUbi9Um5n+FfDz6k+UjRceTTzO41O4Vfr60UA1o5t3
SKEZtmizh+jZSAXZm8hojCJC6GKz270XXlGDFkc3GJ65HNnb6KAFzftUAUHT35bv
hLYB+urx6JU2rmo4uXMp9bRU3YSPcLMOg5v/jdpyeEarWWUR19WzDbaJix4XcxVG
KgCgpojLjP6Y2Y1afzu4MZVShhmJzbpT/w2UGRiwvNtMWrm9ZHSaRMSgmd8KgYLd
a3XZEManmvQYrJWvJ7Zsx9x+f56yvW47/lomOlqIK8xkmiLYIxCTm7RfvYJWjRY=
=52Sp
-END PGP SIGNATURE-
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
Re: [rt-users] Set Subject in if/then clause
I am pretty sure you can define that on the queue edit screen. I set up
different subject prefixes per queue when I created them. As long as it is a
per queue difference and not changes within a queue based on something else.
Someone correct me if I'm wrong.
Sent from my mobile device.
On Feb 1, 2012, at 6:03 AM, Giuseppe Sollazzo wrote:
>
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
>
> Hi,
> I'm trying to set up a different subject for different queues in the
> same template (autoreply). This doesn't seem to work:
>
> {
> if ($Ticket->QueueObj->Name eq 'Work Queue') {
> Subject: Helpdesk Job Logged: {$Ticket->Subject}
> "Output this";
> }
> elsif ($Ticket->QueueObj->Name eq 'Task Queue') {
> Subject: Support Job Logged: {$Ticket->Subject}
> "Output that";
> }
> else {
> "Output other";
> }
> }
>
> Is there a way to get this work?
>
> 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
>
> -BEGIN PGP SIGNATURE-
> Version: GnuPG v1.4.10 (GNU/Linux)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
>
> iQEcBAEBAgAGBQJPKRwCAAoJEAqigArPBfJXFCwH/iHe/oMnhx4fUV3AT4r55VFM
> PZHTLycb7mgsG1Nd4N0aIV3EQoGLIXe2YH1GaJIHLbs58q49r/fhzghjRYSGAYDt
> byk1NZGSXbItHwKM5D/cHX6xp/4SYDEeybtgCRbYKI51WsGIc7pX71TRjqQfNspv
> I5t4Pniq8VweKtl6y46eJiZK2cUVYTFmEy51xd32R+p1i5quw4BXV/oAWhC27+AT
> TlsNCnGye8BUD7NA0GAcaGzKCyKnMIJDbNm9ye14aEr6D/5+QXD2FoTxldI9EX7p
> qCUOYC+g4o+rBihSpEK5dUH4pJ3wbidBfI1plMLopkTFLI4BSy/8lXqD4bwQzpA=
> =OqSg
> -END PGP SIGNATURE-
>
>
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston March 5 & 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
[rt-users] view agent attached file/image in a reply/comment
Hi list, I noticed that when a reply is made on a ticket by one of our agents, and there's an attachement i can't view this. For example when someone sends a screenshot of something, i can see the file is attached when downloading the it with headers , but is there a way to view the attachment (image, etc) inside RT ? thanx Greets Mayk Backus RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] Set Subject in if/then clause
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hi,
I'm trying to set up a different subject for different queues in the
same template (autoreply). This doesn't seem to work:
{
if ($Ticket->QueueObj->Name eq 'Work Queue') {
Subject: Helpdesk Job Logged: {$Ticket->Subject}
"Output this";
}
elsif ($Ticket->QueueObj->Name eq 'Task Queue') {
Subject: Support Job Logged: {$Ticket->Subject}
"Output that";
}
else {
"Output other";
}
}
Is there a way to get this work?
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
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
iQEcBAEBAgAGBQJPKRwCAAoJEAqigArPBfJXFCwH/iHe/oMnhx4fUV3AT4r55VFM
PZHTLycb7mgsG1Nd4N0aIV3EQoGLIXe2YH1GaJIHLbs58q49r/fhzghjRYSGAYDt
byk1NZGSXbItHwKM5D/cHX6xp/4SYDEeybtgCRbYKI51WsGIc7pX71TRjqQfNspv
I5t4Pniq8VweKtl6y46eJiZK2cUVYTFmEy51xd32R+p1i5quw4BXV/oAWhC27+AT
TlsNCnGye8BUD7NA0GAcaGzKCyKnMIJDbNm9ye14aEr6D/5+QXD2FoTxldI9EX7p
qCUOYC+g4o+rBihSpEK5dUH4pJ3wbidBfI1plMLopkTFLI4BSy/8lXqD4bwQzpA=
=OqSg
-END PGP SIGNATURE-
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
