[rt-users] Relative date searches against date custom fields

[Boli]

Hi,

Does anyone have any information regarding relative date searches
against RT custom fields?

I have some custom fields that I need to be able to do relative date
searches against. i.e. "AND 'CF.{Expiry} < 'now + 4 weeks'"

I've checked the list, and I can see a few unanswered queries along the
same lines (i.e.
http://www.gossamer-threads.com/lists/rt/users/103413?search_string=relative%20cf;#103413
) - but no clear answers

Are relative date searches supported for CF yet? Will they be? Can
anyone suggest a workaround in the meantime?  or maybe they work
just fine and it's me that's doing something wrong...

Thanks for any help

Boli
-- 
Jon 'Boli' Copeland
Network Engineer
IT Sales & Services Ltd
b...@itss.co.tz
+255 (0) 685 374780

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

[rt-users] No recipients found. Not sending.

[Bruce Blacklaws]

Hey Guys/Girls

Anyone know what causes this and how to fix it? I've added individual
user accounts and groups as queue "watches" but they do not receive
the notification email messages when a new ticket arrives. I enabled
logging and found...

[Wed Feb 22 08:19:04 2012] [info]:
 No recipients
found. Not sending.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352)

...in the logs. I'm using RT 4.0.1.

(Not sure if you need any other information)

Thanks
-Bruce

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* Boston  March 5 & 6, 2012

Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason

[Walid Haider]

Hi Kevin,

Thanks for your response.

Below is the full output of make fixdeps (and below that is the output of cpan 
HTML::Mason outside make fixdeps):

[root@rt-test rt-4.0.5]# make fixdeps
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql 
--with-fastcgi
perl:
>=5.8.3(5.10.0) ...found
users:
rt group (rt) ...found
bin owner (root) ...found
libs owner (root) ...found
libs group (bin) ...found
web owner (apache) ...found
web group (apache) ...found
CLI dependencies:
Term::ReadKey ...found
Getopt::Long >= 2.24 ...found
HTTP::Request::Common ...found
Term::ReadLine ...found
Text::ParseWords ...found
LWP ...found
CORE dependencies:
DateTime >= 0.44 ...found
Class::ReturnValue >= 0.40 ...found
Text::Quoted >= 2.02 ...found
Regexp::IPv6 ...found
CSS::Squish >= 0.06 ...found
Encode >= 2.39 ...found
DateTime::Locale >= 0.40 ...found
Module::Versions::Report >= 1.05 ...found
MIME::Entity >= 5.425 ...found
Digest::SHA ...found
List::MoreUtils ...found
DBI >= 1.37 ...found
Locale::Maketext::Lexicon >= 0.32 ...found
Devel::StackTrace >= 1.19 ...found
Digest::base ...found
Text::Password::Pronounceable ...found
Devel::GlobalDestruction ...found
Time::ParseDate ...found
File::Temp >= 0.19 ...found
Locale::Maketext >= 1.06 ...found
Tree::Simple >= 1.04 ...found
Text::Template >= 1.44 ...found
Scalar::Util ...found
HTML::Quoted ...found
HTML::Scrubber >= 0.08 ...found
File::Spec >= 0.8 ...found
DBIx::SearchBuilder >= 1.59 ...found
Sys::Syslog >= 0.16 ...found
Mail::Mailer >= 1.57 ...found
File::ShareDir ...found
Regexp::Common ...found
Digest::MD5 >= 2.27 ...found
Cache::Simple::TimedExpiry ...found
File::Glob ...found
Class::Accessor >= 0.34 ...found
Locale::Maketext::Fuzzy ...found
Time::HiRes ...found
Text::Wrapper ...found
Regexp::Common::net::CIDR ...found
Net::CIDR ...found
Log::Dispatch >= 2.23 ...found
UNIVERSAL::require ...found
Email::Address ...found
DASHBOARDS dependencies:
HTML::RewriteAttributes >= 0.04 ...found
MIME::Types ...found
FASTCGI dependencies:
FCGI::ProcManager ...found
FCGI ...found
GPG dependencies:
PerlIO::eol ...found
GnuPG::Interface ...found
ICAL dependencies:
Data::ICal ...found
MAILGATE dependencies:
Pod::Usage ...found
HTML::TreeBuilder ...found
Getopt::Long ...found
HTML::FormatText ...found
LWP::UserAgent ...found
MASON dependencies:
Storable >= 2.08 ...found
CSS::Squish >= 0.06 ...found
Apache::Session >= 1.53 ...found
Errno ...found
Devel::StackTrace >= 1.19 ...found
IPC::Run3 ...found
CGI::Cookie >= 1.20 ...found
Text::WikiFormat >= 0.76 ...found
XML::RSS >= 1.05 ...found
HTML::Mason >= 1.43 ...MISSING
Digest::MD5 >= 2.27 ...found
JSON ...found

Install module HTML::Mason
Reading '/root/.cpan/Metadata'
  Database was generated on Tue, 21 Feb 2012 13:14:29 GMT
CPAN: YAML loaded ok (v0.80)
Reading 93 yaml files from /root/.cpan/build/
DONE
Restored the state of none (in 1.2508 secs)
Running install for module 'HTML::Mason'
Running make for D/DR/DROLSKY/HTML-Mason-1.48.tar.gz
  Checksum was ok
CPAN: Compress::Zlib loaded ok (v2.049)
CPAN: Archive::Tar loaded ok (v1.82)
HTML-Mason-1.48
HTML-Mason-1.48/CREDITS
HTML-Mason-1.48/Makefile.PL
HTML-Mason-1.48/UPGRADE
HTML-Mason-1.48/Changes
HTML-Mason-1.48/LICENSE
HTML-Mason-1.48/META.json
HTML-Mason-1.48/MANIFEST
HTML-Mason-1.48/Build.PL
HTML-Mason-1.48/MANIFEST.SKIP
HTML-Mason-1.48/META.yml
HTML-Mason-1.48/README
HTML-Mason-1.48/bin
HTML-Mason-1.48/bin/mason.pl
HTML-Mason-1.48/bin/convert0.8.README
HTML-Mason-1.48/bin/convert0.8.pl
HTML-Mason-1.48/bin/convert0.6.pl
HTML-Mason-1.48/bin/convert0.6.README
HTML-Mason-1.48/eg
HTML-Mason-1.48/eg/httpd.conf
HTML-Mason-1.48/eg/MyApp
HTML-Mason-1.48/eg/MyApp/Mason.pm
HTML-Mason-1.48/eg/MyApp/MasonWithSession.pm
HTML-Mason-1.48/samples
HTML-Mason-1.48/samples/dump-request
HTML-Mason-1.48/samples/show-env
HTML-Mason-1.48/samples/README
HTML-Mason-1.48/t
HTML-Mason-1.48/t/20-plugins.t
HTML-Mason-1.48/t/run_tests
HTML-Mason-1.48/t/run_one_test
HTML-Mason-1.48/t/07b-interp-static-source.t
HTML-Mason-1.48/t/01a-comp-calls.t
HTML-Mason-1.48/t/09a-comp_content.t
HTML-Mason-1.48/t/single_test.pl
HTML-Mason-1.48/t/18-leak.t
HTML-Mason-1.48/t/22-path-security.t
HTML-Mason-1.48/t/23-leak2.t
HTML-Mason-1.48/t/14-cgi.t
HTML-Mason-1.48/t/06-compiler.t
HTML-Mason-1.48/t/19-subrequest.t
HTML-Mason-1.48/t/06a-compiler_obj.t
HTML-Mason-1.48/t/11-inherit.t
HTML-Mason

[rt-users] Add Cc and Mail ticket with RT ident

[Radek Svoboda]

Hi,
We use email for creating new tickets. When I send message to RT with 
CC  to user,  the Cc-ed user is CC of the ticket, but the mail get from 
me (and his reply to me too). But I need, the reply comms to RT.  Is the 
way, how to send mail to Cc-ed user via RT directly ?


I made scrip OnCreateAddCc, which parse Set-Cc from message body and add 
Cc to ticket, but I don't know, how set the first message to newly added Cc.

Do you Have pleasy any solution ?
Radek


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* Boston  March 5 & 6, 2012

[rt-users] WebExternal* and invisible users

[Jason Foster]

I have a feeling that the answer to this question is buried in the 
documentation, but since I've failed to locate it here goes nothing.

RT4 is working great on my system, and I'm trying to hook it into our existing 
Kerberos infrastructure.  Apache is happily handling the "Basic Auth over 
HTTPS" side of things, and I've set...

  Set( $WebExternalAuth, 1 );
  Set( $WebExternalAuto, 1 );
  Set( $WebFallbackToInternalAuth, 1) ;

... in RT_SiteConfig.pm

My users can log in, and according to my poking around in the database they are 
being added to the "users" table.  What I need to figure out now is:

a) how to "promote" my own account to be the equivalent of root
b) how to manipulate other accounts

When I disable WebExternalAuth and log in as root, none of the 
automatically-created accounts are visible.  This makes it hard to change their 
settings!  Interestingly even they can't change their settings.

My use case is that I teach a number of university courses, and I'd like to 
have queues that correspond to different courses, assignments, etc.  Students 
would be able to submit tickets (e.g. regrade requests, etc.) and my TAs would 
be assigned to work on the tickets.  I want to do the absolute minimum 
administration, which is why the WebExternal* features look so promising.

I've assumed that my student would be non-staff users, and my TAs staff users, 
but I clearly haven't figured out how to make that happen (or if that's the 
right approach).  Any suggestions would be most welcome!

Jason
--
Senior Lecturer in Engineering Design Education
Division of Engineering Science
University of Toronto


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* Boston  March 5 & 6, 2012

Re: [rt-users] Relative date searches against date custom fields

[Thomas Sibley]

On 02/22/2012 03:15 AM, Boli wrote:
> Are relative date searches supported for CF yet? Will they be? Can
> anyone suggest a workaround in the meantime?  or maybe they work
> just fine and it's me that's doing something wrong...

Unfortunately relative date searching isn't supported against
date/datetime CFs yet.  There's an open bug about it (albeit not a very
descriptive one for non-devs) and an in progress branch that needs more
thought and review.

http://issues.bestpractical.com/Ticket/Display.html?id=18281

Thomas

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Re: [rt-users] Add Cc and Mail ticket with RT ident

[Thomas Sibley]

On 02/22/2012 06:21 AM, Radek Svoboda wrote:
> Hi,
> We use email for creating new tickets. When I send message to RT with
> CC  to user,  the Cc-ed user is CC of the ticket, but the mail get from
> me (and his reply to me too). But I need, the reply comms to RT.  Is the
> way, how to send mail to Cc-ed user via RT directly ?

Only if you don't Cc the person in your mail client (like your solution
of putting Set-Cc in the body, for example).  If you _do_ Cc the person
in the mail, that copy of the message never hits RT, and there's nothing
RT can do about it.

> I made scrip OnCreateAddCc, which parse Set-Cc from message body and add
> Cc to ticket, but I don't know, how set the first message to newly added
> Cc.

You probably want to use RT::Extension::CommandByMail to do this instead
of your scrip.  It will handle the problem you're talking about.

Thomas

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Re: [rt-users] 4.0.5 FastCGI nightmare

[Jeff Blaine]

On 2/21/2012 9:43 PM, Kevin Falcone wrote:

sudo -u apache plackup --server FCGI /var/www/fcgi/rt-server.fcgi


Works fine:

FastCGI: manager (pid 21688): initialized
FastCGI: server (pid 21691): initialized
FastCGI: manager (pid 21688): server (pid 21691) started
^C

Apache still just sits there spinning its wheels when hit
by browser.

[ PS: No firewall in play here either FWIW ]


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[rt-users] Support languages

[Daniel Garcia Mejia]

Hi,

One question:
Is RT support language 'catalan'. I search in Google and I'm not found 
any interesting.
Is there any project or a unofficial version that translate the RT 
system to 'catalan' language?


Thanks!

--
...
__
   / /   Daniel García Mejía
 C E / S / C A   Portals i Repositoris
 /_/ Centre de Serveis Científics i Acadèmics de Catalunya

 Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
 T. (NULL) - F.  93 205 6979 - dgar...@cesca.cat
...


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* Boston  March 5 & 6, 2012

Re: [rt-users] Support languages

[Thomas Sibley]

On 02/22/2012 11:07 AM, Daniel Garcia Mejia wrote:
> Is RT support language 'catalan'. I search in Google and I'm not found
> any interesting.

List of languages supported by RT:
http://bestpractical.com/rt/languages.html

> Is there any project or a unofficial version that translate the RT
> system to 'catalan' language?

Unfortunately, RT is almost entirely untranslated into Catalan, as you
can see here: https://translations.launchpad.net/rt

We'd love it if you helped translate:

http://requesttracker.wikia.com/wiki/TranslationRosetta
https://translations.launchpad.net/rt/4.0/+pots/rt/ca/+translate

Thomas

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Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason

[Kevin Falcone]

On Wed, Feb 22, 2012 at 08:58:02AM +, Walid Haider wrote:
> Thanks for your response.
> 
> Below is the full output of make fixdeps (and below that is the output of 
> cpan HTML::Mason outside make fixdeps):
> [root@rt-test rt-4.0.5]# cpan HTML::Mason
>   '/usr/bin/perl Makefile.PL' returned status 512, won't make

Looks like a fascinating failure.

If you run

cpan
look HTML::Mason
ls
perl Makefile.PL

what does it show?

-kevin


pgpTDd4RSbZKM.pgp
Description: PGP signature

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] 4.0.5 FastCGI nightmare

[Kevin Falcone]

On Wed, Feb 22, 2012 at 10:02:00AM -0500, Jeff Blaine wrote:
> On 2/21/2012 9:43 PM, Kevin Falcone wrote:
> >sudo -u apache plackup --server FCGI /var/www/fcgi/rt-server.fcgi
> 
> Works fine:
> 
> FastCGI: manager (pid 21688): initialized
> FastCGI: server (pid 21691): initialized
> FastCGI: manager (pid 21688): server (pid 21691) started
> ^C
> 
> Apache still just sits there spinning its wheels when hit
> by browser.

This is long before your browser comes into it.
This is apache failing to start the rt fastcgi server.

Try having RT log to a logfile other than Apache (syslog or it's own
file) and see if you can coax an error out of it.

You may also be able to get something if you turn up the apache
loglevel.  Unfortunately the error you posted originally is just
apache saying "something went wrong, I'll wait 30 seconds and try
again" and the error is either right before that in the logs, or was
eaten.

-kevin


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Description: PGP signature

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* Boston — March 5 & 6, 2012

Re: [rt-users] No recipients found. Not sending.

[Kevin Falcone]

On Wed, Feb 22, 2012 at 10:23:41AM +0200, Bruce Blacklaws wrote:
> Anyone know what causes this and how to fix it? I've added individual
> user accounts and groups as queue "watches" but they do not receive
> the notification email messages when a new ticket arrives. I enabled
> logging and found...

What kind of Watchers are they?  The Scrip you're quoting is looking
for AdminCcs (assuming a standard RT install).

> [Wed Feb 22 08:19:04 2012] [info]:
>  No recipients
> found. Not sending.
> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352)

-kevin


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Description: PGP signature

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[rt-users] RT 4.0.5 AT 2.0 enable "Asset Import"

[UnixMan]

How do I enable "Asset Import" within Asset Tracker ? 

I found the html file that has this functionality at :
/$RT_HOME/local/plugins/RTx-AssetTracker/html/AssetTracker/Tools/Import.html
but can't find it anywhere I've looked within RT.

Any and help is always appreciated,
Thanks,
Scott
-- 
View this message in context: 
http://old.nabble.com/RT-4.0.5-AT-2.0-enable-%22Asset-Import%22-tp33372611p33372611.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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Re: [rt-users] Add Cc and Mail ticket with RT ident

[Thomas Sibley]

Please keep replies on the list.

On 02/22/2012 12:46 PM, Radek Svoboda wrote:
> Thanks for quick response,
>  unfortunately,  RT::Extension::CommandByMail is incompatible with my
> favorite email address
> support+take-correspond-reso...@server.domain.cz :-)

I don't know how that email address is setup, so I don't know why it's
incompatible with CommandByMail.  CommandByMail works on the body of a
message, and you said you wanted the AddCc: functionality for ticket create.

Thomas

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[rt-users] Username and email address template is sent to

[Brent Wiese]

I'm trying to find out how to print the username and email address of the 
person a template is being email to.

So, for example, when you comment on a ticket, I want to add the following into 
the template:

"This email was sent to Joe Blow (jb...@nowhere.com)."

Thanks,
Brent

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Re: [rt-users] Add Cc and Mail ticket with RT ident

[Payam Poursaied]

On Wednesday, February 22, 2012, Radek Svoboda wrote:

> Hi,
> We use email for creating new tickets. When I send message to RT with CC
>  to user,  the Cc-ed user is CC of the ticket, but the mail get from me
> (and his reply to me too). But I need, the reply comms to RT.  Is the way,
> how to send mail to Cc-ed user via RT directly ?
>
>
Hi Radek
We had almost such situation in our system and we solved it some how by
change our approaches.

Suppose i want to create a ticket and include someone in the loop. First i
send an email with only subject to RT. then when i get the auto respond of
ticket creatin, then i will put the main content and reply it to RT and
include those who should be in the loop.

It is also expected that when any one in the loop intend to reply, use
reply to all.
In this case, althogh the cc people still receive emails directly fro the
sender, but tracking would be added to the ticket

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] Add Cc and Mail ticket with RT ident

[Kenneth Crocker]

Radek,

If I understand your question, you want to know how to add a person as a
permanent CC get a person on an email to RT when the ticket is first
created?

I believe there is a scrip for this in the RT wiki. I copied it myself
awhile back.

It takes all the Cc's on an email during ticket creation and adds them to
the TICKET Cc list. You can also make this work for future correspondence
by cloning that scrip and changing the Condition to "On Correspond" with a
check to see if the person already exists as a Cc.

On the other hand, if I did not understand your question correctly, then I
need to understand it better.

Hope this helps.

Kenn

On Wed, Feb 22, 2012 at 3:21 AM, Radek Svoboda  wrote:

> Hi,
> We use email for creating new tickets. When I send message to RT with CC
>  to user,  the Cc-ed user is CC of the ticket, but the mail get from me
> (and his reply to me too). But I need, the reply comms to RT.  Is the way,
> how to send mail to Cc-ed user via RT directly ?
>
> I made scrip OnCreateAddCc, which parse Set-Cc from message body and add
> Cc to ticket, but I don't know, how set the first message to newly added Cc.
> Do you Have pleasy any solution ?
> Radek
>
> 
> RT Training Sessions 
> (http://bestpractical.com/**services/training.html
> )
> * Boston  March 5 & 6, 2012
>

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* Boston — March 5 & 6, 2012

Re: [rt-users] SelfService and ticket submission via Mail

[Kenneth Crocker]

Kevin,

Thank you and I think in the future, my "help" would be better received if
I READ the *whole *question FIRST!!

I've guess I've been too busy writing/editting that ^#%^ RT Guide and I was
just tired of reading (LOL).

Ha Ha.

Anyway, thank YOU for all your help.

Kenn

On Tue, Feb 21, 2012 at 7:42 AM, Kevin Falcone wrote:

> No worries Kenn, we appreciate you helping out the other RT Users.
> In this case your answer just provided a good jumping off point for
> the user's question.
>
> -kevin
>
> On Fri, Feb 17, 2012 at 10:54:37PM -0800, Kenneth Crocker wrote:
> >Yes. Sometimes I forget myself. Sorry for that oversight.
> >
> >On Thu, Feb 16, 2012 at 6:31 PM, Kevin Falcone <[1]
> falc...@bestpractical.com> wrote:
> >
> >  On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:
> >  > I would recommend making them all privileged so you cab put them
> in groups (like staff,
> >  > students, etc.) with similar access needs.
> >
> >  Kenn - this ignores one of the most useful features of RT for
> >  non-technical users - the SelfService interface where all they see
> are
> >  their tickets in a greatly simplified interface.
> >
> >  Van - I assume you mean your LDAP RTUsers group?
> >  You'll either need to remove the RTUsers group restriction on
> >  RT-Authen-ExternalAuth or add users to it.
> >  -kevin
> >  > On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1][2]
> van.how...@lcu.edu> wrote:
> >  >
> >  > I am using LDAP authentication.
> >  >
> >  > I have about 2000 users in Faculty, Staff, Student and Distance
> Ed groups.
> >  >
> >  > I want them to be able to submit tickets via email and check
> progress using self service.
> >  >
> >  > Do they each have to be a member of my RTUsers group to do this?
>

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Re: [rt-users] Add Cc and Mail ticket with RT ident

[Thomas Sibley]

On 02/22/2012 01:40 PM, Kenneth Crocker wrote:
> If I understand your question, you want to know how to add a person as a
> permanent CC get a person on an email to RT when the ticket is first
> created?
> 
> I believe there is a scrip for this in the RT wiki. I copied it myself
> awhile back.
> 
> It takes all the Cc's on an email during ticket creation and adds them
> to the TICKET Cc list. You can also make this work for future
> correspondence by cloning that scrip and changing the Condition to "On
> Correspond" with a check to see if the person already exists as a Cc.

I don't think it's quite what he wants, but that behaviour is core with
the $ParseNewMessagesForTicketCcs option.

Thomas

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Re: [rt-users] Add Cc and Mail ticket with RT ident

[Thomas Sibley]

Radek: Keep replies on the list!

On 02/22/2012 01:43 PM, Radek Svoboda wrote:
> Problem is with enabled UnsafeEmailCommands, thats have to be enabled
> for take and resolve command from mail address
> (information from
> http://search.cpan.org/dist/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm)

Ah, yes.

> I made tests with on create scrip
> ---
> my $AttachObj = $self->TransactionObj->Attachments->First;
> 
> my $content = $AttachObj->Content;
> if ( $content =~ s/^\Qaddcc:\E\s*(\S+)\s*$//im ) {
>   $self->TicketObj->AddWatcher( Type => "Cc",Email => "$1");
> }

This is very dangerous as implemented since it lets _anyone_ (like me!)
start getting mail about tickets.

> # silently overwrite attachment content
> $AttachObj->__Set( Field => 'Content', Value => $content );
> 1;
> --
> On create new ticket - rt create ticket, send mail to AdminCC and add
> new CC in this order

Yes, your new scrip probably runs after the scrips that send out mail.
You'd need to make sure it runs before.  CommandByMail runs at an
entirely different level than scrips, which is how it works.

Thomas

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Re: [rt-users] 4.0.5 FastCGI nightmare

[Jeff Blaine]

Apache "LogLevel debug" showed that mason_data could not
be written to as user 'rt' (it was apache:apache 770)

cd mason_data
rm -rf *
chgrp rt .
service httpd restart

Win.  Well, insofar as using FastCGI via suexec can be
considered a win.

Thank you for the help.

Now then -- before I go bothering, would additional
info in docs/web_deployment.pod be welcomed?

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Re: [rt-users] Add Cc and Mail ticket with RT ident

[Kenneth Crocker]

Thomas,

Yep, that sounds like it. Like I said, i wasn't sure I understood him
correctly.

Kenn

On Wed, Feb 22, 2012 at 10:50 AM, Thomas Sibley wrote:

> On 02/22/2012 01:40 PM, Kenneth Crocker wrote:
> > If I understand your question, you want to know how to add a person as a
> > permanent CC get a person on an email to RT when the ticket is first
> > created?
> >
> > I believe there is a scrip for this in the RT wiki. I copied it myself
> > awhile back.
> >
> > It takes all the Cc's on an email during ticket creation and adds them
> > to the TICKET Cc list. You can also make this work for future
> > correspondence by cloning that scrip and changing the Condition to "On
> > Correspond" with a check to see if the person already exists as a Cc.
>
> I don't think it's quite what he wants, but that behaviour is core with
> the $ParseNewMessagesForTicketCcs option.
>
> Thomas
> 
> 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] Username and email address template is sent to

[Ruslan Zakirov]

On Wed, Feb 22, 2012 at 22:17, Brent Wiese  wrote:
> I’m trying to find out how to print the username and email address of the
> person a template is being email to.
>
>
>
> So, for example, when you comment on a ticket, I want to add the following
> into the template:
>
>
>
> “This email was sent to Joe Blow (jb...@nowhere.com).”
>

Templates don't have access to this info in stock RT. It's easy to
adjust. Patch the following lines in lib/RT/Action/SendEmail.pm:

151 sub Prepare {
 152 my $self = shift;
 153
 154 my ( $result, $message ) = $self->TemplateObj->Parse(
 155 Argument   => $self->Argument,
 156 TicketObj  => $self->TicketObj,
 157 TransactionObj => $self->TransactionObj,
ScripObj   => $self,
 158 );


Above change allows you to access $ScripObj in templates. See
lib/RT/Action/Notify.pm to understand how recipients are storred in
the object.

Note that template itself can add recipients. Also, note that
RemoveInappropriateRecipients and other filters that may drop
recipients or delay delivery are called later. So information you add
to an email may mismatch reality.

> Thanks,
>
> Brent
>
>
> 
> 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] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason

[Ruslan Zakirov]

Hi,

HTML::Mason uses Module::Build::Compat that may be responsible.

On Wed, Feb 22, 2012 at 21:26, Kevin Falcone  wrote:
> On Wed, Feb 22, 2012 at 08:58:02AM +, Walid Haider wrote:
>> Thanks for your response.
>>
>> Below is the full output of make fixdeps (and below that is the output of 
>> cpan HTML::Mason outside make fixdeps):
>> [root@rt-test rt-4.0.5]# cpan HTML::Mason
>>   '/usr/bin/perl Makefile.PL' returned status 512, won't make
>
> Looks like a fascinating failure.
>
> If you run
>
> cpan
> look HTML::Mason
> ls
> perl Makefile.PL
>
> what does it show?
>
> -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] Running 3.8.11 and 4.0.5 on the same box?

[Ruslan Zakirov]

On Wed, Feb 22, 2012 at 02:03, Jeff Blaine  wrote:
> So, if I build my own separate Perl for RT 4.0.5,
> how do I make Red Hat's mod_perl 2 use *that* Perl?
>
> Seems like a very dark and long rabbit hole...

Do you really need apache/mod_perl for testing? Use rt-server that
forks in RT 4.0 and can serve multiple clients unlike standalone
server in RT 3.8.

> On 2/20/2012 2:18 PM, Jeff Blaine wrote:
>>
>> We want to install 4.0.5 alongside our working 3.8.11
>> setup, and keep 3.8.11 working while some folks check
>> out 4.0.5.
>>
>> Does anyone know if the deps for 4.0.5 will screw up
>> a running 3.8.10 instance?
>
> 
> 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] GnuPG problems with message decryption

[Ruslan Zakirov]

On Tue, Feb 21, 2012 at 19:56, Martin Drasar  wrote:
> Hello,
>
> I have a question for anyone experienced with using gpg with gpg agent.
>
> My situation is as follows:
> - I have configured the RT and GPG according to this manual:
> http://wiki.rediris.es/rtirwg/Public_GPGConfig
> - The RT is able to verify signatures on incoming mail and is able to
> sign mails
> - It is however not able to decrypt incoming mails, which is strange
> considering the signing and the decryption are practically identical
> processes
>
> I have this in the log:
>> [Tue Feb 21 15:34:09 2012] [debug]: Found encrypted inline part 
>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:906)
>> [Tue Feb 21 15:34:09 2012] [debug]: [GNUPG:] ENC_TO 26B34A0AE44C6E92 1 0
>> [GNUPG:] USERID_HINT 26B34A0AE44C6E92 CSIRT-MU DEVEL 
>> 
>> [GNUPG:] NEED_PASSPHRASE 26B34A0AE44C6E92 023D741AB8EF2A3A 1 0
>> [GNUPG:] MISSING_PASSPHRASE
>> [GNUPG:] BAD_PASSPHRASE 26B34A0AE44C6E92
>> [GNUPG:] ENC_TO 110B534B28C8D875 1 0
>> [GNUPG:] NO_SECKEY 110B534B28C8D875
>> [GNUPG:] BEGIN_DECRYPTION
>> [GNUPG:] DECRYPTION_FAILED
>> [GNUPG:] END_DECRYPTION 
>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1417)
>> [Tue Feb 21 15:34:09 2012] [error]: gpg: cancelled by user
>> gpg: encrypted with 2048-bit RSA key, ID 28C8D875, created 2010-12-30
>>       "Martin Drasar "
>> gpg: encrypted with 2048-bit RSA key, ID E44C6E92, created 2012-02-21
>>       "CSIRT-MU DEVEL "
>> gpg: public key decryption failed: bad passphrase
>> gpg: decryption failed: secret key not available 
>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1419)
>> [Tue Feb 21 15:34:09 2012] [debug]: Found GnuPG protected parts 
>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:240)
>> [Tue Feb 21 15:34:09 2012] [debug]: Error during verify/decrypt operation 
>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:244)
>> [Tue Feb 21 15:34:09 2012] [error]: Had a problem during decrypting and 
>> verifying 
>> (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:102)
>
> This is happening with RT-4.0.5 as well as 3.8.7.
>
> Any thoughts?

Have you read the log? It's pretty clear. Message is encrypted for two
recipients. You have required key in the keyring, but you didn't
provide passphrase. You either use passphraseless keys, use gpg-agent
or set passphrase in RT config.

> Thank you,
> Martin
> 
> 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] Searching on Custom Fields

[Ruslan Zakirov]

Hi,

Do you test query builder as root or jasonm?

On Tue, Feb 21, 2012 at 20:36, Jason Marshall  wrote:
> 1.  http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
> cf's associated with this queue (Systems).
>
> 2.  http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
> ticket's CF's (ticket is in Systems queue).
>
> 3.  http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
> builder after specifying the Queue='Systems'.  Note that IT Category shows
> up, but Center does not.
>
> 4.  http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category
> config.
>
> 5.  http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
> Category applies-to list.
>
> 6.  http://scrambling.ca/crap/rt-users_6_center-config.png Center config.
>
> 7.  http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
> applies-to.
>
> Let me know if it would be helpful to see any other stuff!  Thanks all!
>
>
>
>
>> A few screenshots would be helpful to better understand situation and
>> try to reproduce.
>>
>>
>> On Sat, Feb 18, 2012 at 03:06, Jason Marshall  wrote:
>>>
>>> Hi all, I looked through the archives as best I could and didn't see
>>> anything specifically about this issue.
>>>
>>> RT 3.8.8
>>>
>>> I've got a queue with 2 custom fields associated with it (they're not
>>> global
>>> custom fields).
>>>
>>> Click on Tickets, then New Search.
>>>
>>> Select the queue, and hit Add These Terms, and one of the two custom
>>> fields
>>> shows up in the Add Criteria section, but not both.
>>>
>>> Smells like a bug.  Anyone know if this works right in a later 3.x
>>> release?
>>>  Or is this happening only to me?
>>>
>>> Thanks in advance!
>>>
>>> ---
>>> Jason Marshall
>>> IT Manager
>>> Kelman Data Management
>>> 
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> * Boston  March 5 & 6, 2012
>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>>
>
> ---
> Jason Marshall
> IT Manager
> Kelman Data Management
> 403.294.7557



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Searching on Custom Fields

[Jason Marshall]

I did all my testing as jasonm and one other non-root user.  Shall I try 
it as root?



Do you test query builder as root or jasonm?

On Tue, Feb 21, 2012 at 20:36, Jason Marshall  wrote:

1.  http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
cf's associated with this queue (Systems).

2.  http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
ticket's CF's (ticket is in Systems queue).

3.  http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
builder after specifying the Queue='Systems'.  Note that IT Category shows
up, but Center does not.

4.  http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category
config.

5.  http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
Category applies-to list.

6.  http://scrambling.ca/crap/rt-users_6_center-config.png Center config.

7.  http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
applies-to.

Let me know if it would be helpful to see any other stuff!  Thanks all!





A few screenshots would be helpful to better understand situation and
try to reproduce.


On Sat, Feb 18, 2012 at 03:06, Jason Marshall  wrote:


Hi all, I looked through the archives as best I could and didn't see
anything specifically about this issue.

RT 3.8.8

I've got a queue with 2 custom fields associated with it (they're not
global
custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom
fields
shows up in the Add Criteria section, but not both.

Smells like a bug.  Anyone know if this works right in a later 3.x
release?
 Or is this happening only to me?

Thanks in advance!

---
Jason Marshall
IT Manager
Kelman Data Management

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012





--
Best regards, Ruslan.




---
Jason Marshall
IT Manager
Kelman Data Management
403.294.7557




--
Best regards, Ruslan.




---
Jason Marshall
IT Manager
Kelman Data Management
403.294.7557
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] Searching on Custom Fields

[Jason Marshall]

Hey!  It works like it should as root!


Do you test query builder as root or jasonm?

On Tue, Feb 21, 2012 at 20:36, Jason Marshall  wrote:

1.  http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
cf's associated with this queue (Systems).

2.  http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
ticket's CF's (ticket is in Systems queue).

3.  http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
builder after specifying the Queue='Systems'.  Note that IT Category shows
up, but Center does not.

4.  http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category
config.

5.  http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
Category applies-to list.

6.  http://scrambling.ca/crap/rt-users_6_center-config.png Center config.

7.  http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
applies-to.

Let me know if it would be helpful to see any other stuff!  Thanks all!





A few screenshots would be helpful to better understand situation and
try to reproduce.


On Sat, Feb 18, 2012 at 03:06, Jason Marshall  wrote:


Hi all, I looked through the archives as best I could and didn't see
anything specifically about this issue.

RT 3.8.8

I've got a queue with 2 custom fields associated with it (they're not
global
custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom
fields
shows up in the Add Criteria section, but not both.

Smells like a bug.  Anyone know if this works right in a later 3.x
release?
 Or is this happening only to me?

Thanks in advance!

---
Jason Marshall
IT Manager
Kelman Data Management

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012





--
Best regards, Ruslan.




---
Jason Marshall
IT Manager
Kelman Data Management
403.294.7557




--
Best regards, Ruslan.




---
Jason Marshall
IT Manager
Kelman Data Management
403.294.7557
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] Search Tickets which have met SLA

[Pattabi Prasanna]

Hi
 i have installed the SLA plugin, it works fine, Starts and Due
date are being set as per the ServiceAgreement setting.  I want to
query the tickets which have met the SLA for example Critical SLA
Value has 4 hours response time, to search tickets which are resolved
within this 4 hours.  What will be query,

Thanks in Advance,
P. Prasanna

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] No recipients found. Not sending.

[Bruce Blacklaws]

I've tried both AdminCC and CC... nothing works.

On Wed, Feb 22, 2012 at 7:32 PM, Kevin Falcone
 wrote:
> On Wed, Feb 22, 2012 at 10:23:41AM +0200, Bruce Blacklaws wrote:
>> Anyone know what causes this and how to fix it? I've added individual
>> user accounts and groups as queue "watches" but they do not receive
>> the notification email messages when a new ticket arrives. I enabled
>> logging and found...
>
> What kind of Watchers are they?  The Scrip you're quoting is looking
> for AdminCcs (assuming a standard RT install).
>
>> [Wed Feb 22 08:19:04 2012] [info]:
>>  No recipients
>> found. Not sending.
>> (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352)
>
> -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

Re: [rt-users] GnuPG problems with message decryption

[Martin Drašar]

Dne 22.2.2012 21:48, Ruslan Zakirov napsal(a):

I have this in the log:

[Tue Feb 21 15:34:09 2012] [debug]: Found encrypted inline part 
(/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:906)
[Tue Feb 21 15:34:09 2012] [debug]: [GNUPG:] ENC_TO 26B34A0AE44C6E92 1 0
[GNUPG:] USERID_HINT 26B34A0AE44C6E92 CSIRT-MU DEVEL
[GNUPG:] NEED_PASSPHRASE 26B34A0AE44C6E92 023D741AB8EF2A3A 1 0
[GNUPG:] MISSING_PASSPHRASE
[GNUPG:] BAD_PASSPHRASE 26B34A0AE44C6E92
[GNUPG:] ENC_TO 110B534B28C8D875 1 0
[GNUPG:] NO_SECKEY 110B534B28C8D875
[GNUPG:] BEGIN_DECRYPTION
[GNUPG:] DECRYPTION_FAILED
[GNUPG:] END_DECRYPTION (/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1417)
[Tue Feb 21 15:34:09 2012] [error]: gpg: cancelled by user
gpg: encrypted with 2048-bit RSA key, ID 28C8D875, created 2010-12-30
   "Martin Drasar"
gpg: encrypted with 2048-bit RSA key, ID E44C6E92, created 2012-02-21
   "CSIRT-MU DEVEL"
gpg: public key decryption failed: bad passphrase
gpg: decryption failed: secret key not available 
(/home/RT/RT-4.0.5/sbin/../lib/RT/Crypt/GnuPG.pm:1419)
[Tue Feb 21 15:34:09 2012] [debug]: Found GnuPG protected parts 
(/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:240)
[Tue Feb 21 15:34:09 2012] [debug]: Error during verify/decrypt operation 
(/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:244)
[Tue Feb 21 15:34:09 2012] [error]: Had a problem during decrypting and 
verifying (/home/RT/RT-4.0.5/sbin/../lib/RT/Interface/Email/Auth/GnuPG.pm:102)


This is happening with RT-4.0.5 as well as 3.8.7.

Any thoughts?


Have you read the log? It's pretty clear. Message is encrypted for two
recipients. You have required key in the keyring, but you didn't
provide passphrase. You either use passphraseless keys, use gpg-agent
or set passphrase in RT config.



Hi, Ruslan,

I have definitely read the log. Several times...
As I have said, I am using the gpg-agent and in my configuration the 
gpg-agent happily provides a password for RT when signing the message 
(the same operation as decrypting) but fails in this case, i.e. there is 
some problem when retrieving the passphrase for decrypting purposes 
using gpg-agent. It can either be a configuration error or a bug - I 
will probably hunt it down someday no matter what it is, but it would 
help me to hear whether there is someone who actually has it working in 
a setup like mine.


Martin

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012