Re: [rt-users] status change when reply on resolved ticket
On 27 Aug 2012, at 23:04, Duncan McEwan dun...@ecs.vuw.ac.nz wrote: You can't have it both ways. Either you disable the auto open scrip in which case you potentially miss a customer responding to a resolved ticket to say the problem is not fixed. Or you leave the scrip enabled in which case you may have to manually re-resolve tickets that are reopened due to Thank-you emails. We do that latter and find it not that big a deal for our ticket volumes. Your situation may well be different. I suppose you could try writing your own auto open scrip that searched through the body of a reply to try to figure out whether it looked like it was just saying thank you. Maybe someone has already put something like this on the wiki. If not, good luck getting something that works reliably...! The other suggestion that has been made on the list from time to time is to have an On resolve scrip with a template that includes text along the lines of There is no need to reply to this message to thank us if this issue is now resolved as that will just reopen this closed ticket. But you'll still get some users doing it anyway... That's what we do too. The problem is that it tends to mess with ticket resolution times, and that upsets the various managers who rely on dubious statistics like mean time to resolution for KPIs. It's not such a problem for the thank you emails, more for the breed of user who each time they have a problem think who helped me last time?, look through their email, and reply to any old email that appears to have come from that person. They often re-open tickets which are months or years old. I'm considering writing a scrip which checks how long ago the ticket was resolved, and if it's longer than a certain threshold, leaves it closed and automatically creates a child ticket with the new transaction in it. I think there are bits and pieces to do this in the wiki already, (ForkIntoNewTicket or something) but I haven't pieced all of it together yet. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
Re: [rt-users] Installing RT via Puppet
On 28 Aug 2012, at 01:27, Mr IT Guru misteritg...@gmx.com wrote: Good Morning All, I don't want to reinvent the wheel, so I though tI'd ask here first. Has anyone here installed RT via Puppet? For those that don't know, Puppet, is a pretty awesome state management tool. Google is your friend, you can do the rest. For those that do, would you mind sharing your code? Or if there isn't any code, would you guys like to join me writing some? That way I can spend 5 minutes installing new boxes instead of looking up my notes, etc. Anyone interested? Surely it's just a matter of having the puppet manifest install an appropriate RT_SiteConfig.pm, and any local customisations hierarchy? Assuming you're just talking about configuring the web front end, that is. Having it automatically set up the database as well probably isn't something I'd do. We use cfengine here rather than puppet, but I don't configure RT with it. My RT runs in a virtual machine, and if I want new copies of it for testing or whatever, I just clone the VM. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
Re: [rt-users] [SLA Extension] Can I 'parked' stalled tickets?
On Tue, Aug 28, 2012 at 8:40 AM, Dave Fitches david.fitc...@unimelb.edu.au wrote: Hi Ruslan, 0.07 is the version I'm running. Does it need any modification to punch out expiry dates when un-stalled? Presently when I un-stall a job, it's not doing it... hence why I was looking at Alberto's solution... I just need to try and work out how to implement it! Replied in different thread. -- = Dave Fitches = .,--__|\.. David Fitches - Security Software Admin / |. University of Melbourne - Access Control \_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525 ..v... * E-mail : dfitc...@unimelb.edu.au .. University of Melbourne, Victoria, Australia ___ Please Note: Unless this e-mail has been sent as PRIVATE, PERSONAL or CONFIDENTIAL, the receiver may forward copies of it on the condition that they send an advisory message to the original sender. If however the message has been marked PRIVATE, PERSONAL or CONFIDENTIAL prior consent MUST be obtained before the message can be forwarded. -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, 28 August 2012 09:56 To: Dave Fitches Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] [SLA Extension] Can I 'parked' stalled tickets? Hi, On Mon, Aug 27, 2012 at 1:50 AM, Dave Fitches david.fitc...@unimelb.edu.au wrote: Morning Alberto, I DID find that article previously, but I have to say (embarrassingly) that I couldn't work it out (Seems I'm a tad thick with some things) and the last reply by Ruslan lead me to believe he'd incorporated it into 0.06 - but that appears to be just the priority hold, not the re-calculate due date part. Which article? Have you seen the following option: http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#IgnoreOnStatuses_(array,_no_default) You say to use two conditions on stall/on un-stall- but I'm having trouble working out how to create the on stalled/on un-stall conditions. I found this: http://requesttracker.wikia.com/wiki/OnStatusChange It looks like a MySQL command... and it should give me the On Stall condition, but I'm unsure how to get the UN-stall condition with the same method... I'm fairly certain the code for Action1 and Action2 go in as User Defined Actions into the Custom action cleanup code area, yes? So in the end - once I figure out how to create the two custom conditions, I then create two Scrips: Scrip1: Name: [SLA] Parking ticket Condition: On Stall User Defined Action - Action1 Scrip2: Name: [SLA] Unparking Ticket Condition: On Un-Stall User Defined Action - Action2 These SHOULD then do the job of punching out the due date by the period of time the ticket was stalled - yes? Thanks in advance for all the assistance! -- = Dave Fitches = .,--__|\.. David Fitches - Security Software Admin / |. University of Melbourne - Access Control \_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525 ..v... * E-mail : dfitc...@unimelb.edu.au .. University of Melbourne, Victoria, Australia ___ -- Best regards, Ruslan. -- Best regards, Ruslan.
Re: [rt-users] Installing RT via Puppet
On 28 Aug 2012, at 05:23, Asanka Gunasekera asanka_gunasek...@yahoo.co.uk wrote: Hi, hope you dont mind me asking is there a good reference to some one who is starting Thanks and Regards I'm not 100% sure what you mean - do you mean starting to use Request Tracker, or starting to use Puppet?? Thanks
Re: [rt-users] Installing RT via Puppet
On 28 Aug 2012, at 08:07, Tim Cutts t...@sanger.ac.uk wrote: On 28 Aug 2012, at 01:27, Mr IT Guru misteritg...@gmx.com wrote: Good Morning All, I don't want to reinvent the wheel, so I though tI'd ask here first. Has anyone here installed RT via Puppet? For those that don't know, Puppet, is a pretty awesome state management tool. Google is your friend, you can do the rest. For those that do, would you mind sharing your code? Or if there isn't any code, would you guys like to join me writing some? That way I can spend 5 minutes installing new boxes instead of looking up my notes, etc. Anyone interested? Surely it's just a matter of having the puppet manifest install an appropriate RT_SiteConfig.pm, and any local customisations hierarchy? Assuming you're just talking about configuring the web front end, that is. Having it automatically set up the database as well probably isn't something I'd do. We use cfengine here rather than puppet, but I don't configure RT with it. My RT runs in a virtual machine, and if I want new copies of it for testing or whatever, I just clone the VM. Tim Good Afternoon Tim, Thanks for your reply. I want to configure everything - I would much rather it be a community effort, rather than just me one guy, and then I end up having to maintain it. I mean, I don't mind, it's just that I want the knowledge to be shared beyond one person. cfengine? Hmm… that word is blasphemy in the Puppet World! Everyone Else - Would anyone like to join me in creating a Puppet Module for installing Request Tracker? - I can be found on Google Plus, (misteritg...@gmail.com)
Re: [rt-users] Installing RT via Puppet
You'll need modules for the various components like apache, database, and finally request-tracker itself. Deployment will certainly be much easier if you're installing RT from packages rather than source since dependencies, user and group creation, are taken care of. I haven't written a module yet but it's on my very large todo list. There is a module on GitHub, https://github.com/lurdan/puppet-requesttracker, which is Debian specific and after a quick review of the init.pp it's incomplete, IMO. That might be a good starting point for you. On 08/27/2012 08:27 PM, Mr IT Guru wrote: Good Morning All, I don't want to reinvent the wheel, so I though tI'd ask here first. Has anyone here installed RT via Puppet? For those that don't know, Puppet, is a pretty awesome state management tool. Google is your friend, you can do the rest. For those that do, would you mind sharing your code? Or if there isn't any code, would you guys like to join me writing some? That way I can spend 5 minutes installing new boxes instead of looking up my notes, etc. Anyone interested? Thanks, -- Mr Guru -- Darin Perusich Email: darin.perus...@ctg.com Office: 716-888-3690 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer.
Re: [rt-users] Installing RT via Puppet
Thanks Darin!!! It's been on my massive todo list for over a year! - I have to start ticking boxes, and getting things done! I will take a look at the link you provided me. I use Google Plus (misteritg...@gmail.com), so anyone with any comments please feel free to look me up, (note, I am yet to add my gmx.com email to my Google+). It would be nice to collaborate with the community again. (Plain old email also works) Darin, I'm sure your a pretty busy - But I'll post updates and maybe you can take a look. If there is anyone else interested please feel free to get in touch. I hope the list admins do not feel that this is off topic - My clients just will not tolerate downtime that can be measured in minutes, so I'd like to know that I can spin up my favourite stacks with minimal effort and downtime - I'm sure other system admins will agree. Thanks On 28 Aug 2012, at 13:23, Darin Perusich darin.perus...@ctg.com wrote: You'll need modules for the various components like apache, database, and finally request-tracker itself. Deployment will certainly be much easier if you're installing RT from packages rather than source since dependencies, user and group creation, are taken care of. I haven't written a module yet but it's on my very large todo list. There is a module on GitHub, https://github.com/lurdan/puppet-requesttracker, which is Debian specific and after a quick review of the init.pp it's incomplete, IMO. That might be a good starting point for you. On 08/27/2012 08:27 PM, Mr IT Guru wrote: Good Morning All, I don't want to reinvent the wheel, so I though tI'd ask here first. Has anyone here installed RT via Puppet? For those that don't know, Puppet, is a pretty awesome state management tool. Google is your friend, you can do the rest. For those that do, would you mind sharing your code? Or if there isn't any code, would you guys like to join me writing some? That way I can spend 5 minutes installing new boxes instead of looking up my notes, etc. Anyone interested? Thanks, -- Mr Guru
Re: [rt-users] Installing RT via Puppet
We use puppet to configure RT in a CentOS world. I will see what we can contribute to this create idea. Do you want to start a github repo for it? I really look forward to having this done in the community. Puppet managed RT++ Thanks Robert On Aug 27, 2012, at 8:27 PM, Mr IT Guru misteritg...@gmx.com wrote: Good Morning All, I don't want to reinvent the wheel, so I though tI'd ask here first. Has anyone here installed RT via Puppet? For those that don't know, Puppet, is a pretty awesome state management tool. Google is your friend, you can do the rest. For those that do, would you mind sharing your code? Or if there isn't any code, would you guys like to join me writing some? That way I can spend 5 minutes installing new boxes instead of looking up my notes, etc. Anyone interested? Thanks, -- Mr Guru
Re: [rt-users] Installing RT via Puppet
WOOHOO! I was planning on starting a github repo - Is there any other way to work as a community! :) It would be nice if we could have some more contributors. Your very welcome to help out Robert, your contributions would be nice! Thanks, On 28 Aug 2012, at 13:47, Robert Blackwell rob...@robertblackwell.com wrote: We use puppet to configure RT in a CentOS world. I will see what we can contribute to this create idea. Do you want to start a github repo for it? I really look forward to having this done in the community. Puppet managed RT++ Thanks Robert On Aug 27, 2012, at 8:27 PM, Mr IT Guru misteritg...@gmx.com wrote: Good Morning All, I don't want to reinvent the wheel, so I though tI'd ask here first. Has anyone here installed RT via Puppet? For those that don't know, Puppet, is a pretty awesome state management tool. Google is your friend, you can do the rest. For those that do, would you mind sharing your code? Or if there isn't any code, would you guys like to join me writing some? That way I can spend 5 minutes installing new boxes instead of looking up my notes, etc. Anyone interested? Thanks, -- Mr Guru
Re: [rt-users] Installing RT via Puppet
I just made a new organization called rtcommunity and put up the first repo for puppet. https://github.com/rtcommunity/puppet My hope is more things will land there then just the puppet manifest. Robert On Tue, Aug 28, 2012 at 8:49 AM, Mr IT Guru misteritg...@gmx.com wrote: WOOHOO! I was planning on starting a github repo - Is there any other way to work as a community! :) It would be nice if we could have some more contributors. Your very welcome to help out Robert, your contributions would be nice! Thanks, On 28 Aug 2012, at 13:47, Robert Blackwell rob...@robertblackwell.com wrote: We use puppet to configure RT in a CentOS world. I will see what we can contribute to this create idea. Do you want to start a github repo for it? I really look forward to having this done in the community. Puppet managed RT++ Thanks Robert On Aug 27, 2012, at 8:27 PM, Mr IT Guru misteritg...@gmx.com wrote: Good Morning All, I don't want to reinvent the wheel, so I though tI'd ask here first. Has anyone here installed RT via Puppet? For those that don't know, Puppet, is a pretty awesome state management tool. Google is your friend, you can do the rest. For those that do, would you mind sharing your code? Or if there isn't any code, would you guys like to join me writing some? That way I can spend 5 minutes installing new boxes instead of looking up my notes, etc. Anyone interested? Thanks, -- Mr Guru
Re: [rt-users] Installing RT via Puppet
Hi all, On 28.08.2012 14:41, Mr IT Guru wrote: Darin, I'm sure your a pretty busy - But I'll post updates and maybe you can take a look. If there is anyone else interested please feel free to get in touch. I hope the list admins do not feel that this is off topic - My clients just will not tolerate downtime that can be measured in minutes, so I'd like to know that I can spin up my favourite stacks with minimal effort and downtime - I'm sure other system admins will agree. Thanks I think it's a good topic. Important IMHO is to take the multiple scenarios into account in which RT can be found. I'll observe the progress and might also start contributing as puppet is a hot topic at ours atm. Greetings, LR
Re: [rt-users] Installing RT via Puppet
On 28 Aug 2012, at 13:56, Lars Reimann l.reim...@metaways.de wrote: Hi all, On 28.08.2012 14:41, Mr IT Guru wrote: Darin, I'm sure your a pretty busy - But I'll post updates and maybe you can take a look. If there is anyone else interested please feel free to get in touch. I hope the list admins do not feel that this is off topic - My clients just will not tolerate downtime that can be measured in minutes, so I'd like to know that I can spin up my favourite stacks with minimal effort and downtime - I'm sure other system admins will agree. Thanks I think it's a good topic. Important IMHO is to take the multiple scenarios into account in which RT can be found. I'll observe the progress and might also start contributing as puppet is a hot topic at ours atm. Greetings, LR The more the merrier - Thank you for speaking up Lars. I don't want to make any promises with dates and stuff like that, until I get some code on paper, and shared out to others. I've only personally considered the most basic install, but it would be nice to have some other goals as well. Thanks,
Re: [rt-users] status change when reply on resolved ticket
On Tue, Aug 28, 2012 at 11:04 AM, Tim Cutts t...@sanger.ac.uk wrote: On 27 Aug 2012, at 23:04, Duncan McEwan dun...@ecs.vuw.ac.nz wrote: You can't have it both ways. Either you disable the auto open scrip in which case you potentially miss a customer responding to a resolved ticket to say the problem is not fixed. Or you leave the scrip enabled in which case you may have to manually re-resolve tickets that are reopened due to Thank-you emails. We do that latter and find it not that big a deal for our ticket volumes. Your situation may well be different. I suppose you could try writing your own auto open scrip that searched through the body of a reply to try to figure out whether it looked like it was just saying thank you. Maybe someone has already put something like this on the wiki. If not, good luck getting something that works reliably...! The other suggestion that has been made on the list from time to time is to have an On resolve scrip with a template that includes text along the lines of There is no need to reply to this message to thank us if this issue is now resolved as that will just reopen this closed ticket. But you'll still get some users doing it anyway... That's what we do too. The problem is that it tends to mess with ticket resolution times, and that upsets the various managers who rely on dubious statistics like mean time to resolution for KPIs. It's not such a problem for the thank you emails, more for the breed of user who each time they have a problem think who helped me last time?, look through their email, and reply to any old email that appears to have come from that person. They often re-open tickets which are months or years old. I'm considering writing a scrip which checks how long ago the ticket was resolved, and if it's longer than a certain threshold, leaves it closed and automatically creates a child ticket with the new transaction in it. I think there are bits and pieces to do this in the wiki already, (ForkIntoNewTicket or something) but I haven't pieced all of it together yet. Somebody did post such solution to the wiki and list years ago [1]. [1] http://requesttracker.wikia.com/wiki/ForkIntoNewTicket I can not say if it will just work with RT 4.0 or not. It's quite dirty solution as it rebuilds message from data in RT. The other way around that is better way to go is to change how RT finds ID of ticket when processes incoming emails. We have a change in 4.0.7 that allows you to implement it without patching RT. There is a very simple ExtractTicketId function in lib/RT/Interface/Email.pm. It recieves MIME::Entity object that represents incomming email, fetches subject from email object and calls ParseTicketId that finds a subject tag and returns id. ExtractTicketId can be wrapped to change how RT finds id, where RT finds it and any logic can be attached on top of it. Instead of further describing how to do it and where to look I just wrote and uploaded RT-Extension-RepliesToResolved-0.01.tar.gz that does only one basic thing creates a new ticket when email comes to resolved ticket. It passes basic manual testing, but there are plenty to do to make it more configurable and suitable for daily use. It will be really soon on CPAN. Next things to do: * delete subject tag from the email * put a header into mail with original id, for example X-RT-Was-Reply-To * a scrip that uses X-RT-Was-Reply-To header to setup a link between tickets or write a comment to one or both tickets describing what happened * config option to disable functionality if ticket was resolved less that X days ago. .. I'm not going to implement any of that in near future, but ok to merge clean patches and release new versions. Enjoy. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -- Best regards, Ruslan.
Re: [rt-users] Installing RT via Puppet
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 8/28/12 8:47 AM, Robert Blackwell wrote: We use puppet to configure RT in a CentOS world. I will see what we can contribute to this create idea. Do you want to start a github repo for it? I really look forward to having this done in the community. Puppet managed RT++ I'm the person who wrote the puppet code that Robert is referring to that manages RT on CentOS. It has been on my list to publish this once it's ready. At the moment, it will probably be considered ugly, un-idiomatic, incomplete and not sufficiently generic... however, it _is_ currently capable of building a relocatable RT instance from a recent RT repository tag and installing some RT extensions. I need to clean it up to: * remove some company-specific code/details * cope better with perl module dependencies that I currently deal with by having a local, company specific yum repo. * correct the documentation * use puppet forge conventions for publishing modules And I need to publish another puppet module that I have written that is a dependency: pgsiserver. But it's coming and hopefully sooner rather than later. - -- Duncan Hutty http://www.allgoodbits.org -BEGIN PGP SIGNATURE- Version: GnuPG/MacGPG2 v2.0.17 (Darwin) Comment: GPGTools - http://gpgtools.org Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iEYEARECAAYFAlA85SYACgkQCFuTFybf1wo1kQCgr1E8u7+zkw47IZzHTRmO6uBi MgQAniO1rOc6Vt5ke+cxDn84RIend1Nq =TwdE -END PGP SIGNATURE-
Re: [rt-users] Invalid domain, status=bounced for email through ticket on RT 3.8.4
MTA is :Subject: [queue #278] document (Aug 2012) From: "admin via RT" j...@tre.ieReply-To: j...@tre.ie In-Reply-To: References: rt-ticket-...@jumper.ie Message-ID: rt-3.8.4-11418-1338-48.278-...@tre.ie Precedence: bulk X-RT-Loop-Prevention: queue RT-Ticket: queue #278 Managed-by: RT 3.8.4 (http://www.bestpractical.com/rt/) RT-Originator: ad...@tre.ie To: us...@eon.ie, us...@eon.ie, us...@eon.ie MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Date: Tue, 5 Aug 2012 09:02:26 + RT-Attachment: 278/221/497 Content-Type: text/plain; charset="utf-8"Content-Transfer-Encoding: 8bit Not sure where the problem is as I changed neither the hostname nor the RT config.How can I change it from viewing www-data as part of the outgoing mail?From: "Shane Duignan" s.duig...@jumper.ieTo: rt-users@lists.bestpractical.comSent: Thursday, 23 August, 2012 11:47:55 AMSubject: Invalid domain, status=bounced for email through ticket on RT 3.8.4Hello,I cannot send an email with attachment via a RT ticket. This is the error message in the logs:Aug 23 09:26:42 MAIL-01 postfix/smtp[29806]: 9DD441D5362: to=a...@eon.ie, relay=mx.eon.ie[XX.XXX.XXX.XXX]:25, delay=0.91, delays=0.07/0/0.21/0.62, dsn=5.1.0, status=bounced (host mx.eon.ie[XX.XXX.XXX.XXX] said: 550 5.1.0 q9Sg1j02P2zd5X8019SgxU invalid domain (in reply to MAIL FROM command))The destination mail server recognises the smtp request as coming from invalid domain however I can send mail from my own account without using RT with no issues.The requestors have the correct email address in the ticket.Any ideas how to correct this?-- Shane Duignan Security Support EngineerOffice: +353 (0)1 877 0338E-mail: s.duig...@jumper.ie Website: http://www.jumper.ieThis communication, including any attachments, is intended only for the recipient(s) named above. It may contain privileged, confidential or otherwise protected information and should not be read, copied or otherwise used by any other person. If you are not the named recipient please contact the sender and delete the email from your system.It should be noted however that communications via the Internet are not secure and it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by Jumper Consulting Investment Ltd. in this regard and the recipient should carry out such virus and other checks as it considers appropriate. All content and attachments in this email belong to Jumper Consulting Investment Ltd.
[rt-users] Permissions
How do you restrict a user from seeing a specific queue even exists? How do you restrict a privileged account from seeing anything other than the tickets they have requested?
[rt-users] Make current queue more obvious (ideally as part of % $title %)
We have a need to make the current working queue more obvious in the web UI. I've had a look, and my first choice desire would be to get html/Elements/PageLayout to include the queue name in $title: ... div id=header h1% $title %/h1 ... Looking at html/Elements/PageLayout's %ARGS, I see that $title = $m-callers(-1)-path How $m-callers(-1)-path gets converted into, say, #5103: my test ticket, is beyond me :( Has anyone already done something like this, and would you be willing to share your solution? Barring that, any leads on the right path to head down would be welcome. I really don't fully comprehend all of the specifics of all of the pieces of RT internals, such as what is available in what scope, how $m works (which I assume is something to do with Mason), etc...
[rt-users] RT on Mandriva 2011 x86 isn't accessable - possible permission problems
Hello there. thanks in advance for helping me.After a couple of failures of dependency problems while compiling or installing newer versions , I have finalling managed to get to install an RPM of RT 3.6 on my Mandriva 2011 X86. The RT is configurated to show up at http://localhost/rt3/. If I do I get the following errors: RT couldn't store your session. This may mean that that the directory '/var/lib/lib/rt/session_data' isn't writable or a database table is missing or corrupt. Trace begun at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your session.^JThis may mean that that the directory \'/var/lib/lib/rt/session_data\' isn\'t writable or a database table is missing or corrupt.^J^J') called at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 379 CGI::Carp::realdie('RT couldn\'t store your session.^JThis may mean that that the directory \'/var/lib/lib/rt/session_data\' isn\'t writable or a database table is missing or corrupt.^J^J') called at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 468 CGI::Carp::die('RT couldn\'t store your session.^JThis may mean that that the directory \'/var/lib/lib/rt/session_data\' isn\'t writable or a database table is missing or corrupt.^J^J') called at /var/lib/rt/html/Elements/SetupSessionCookie line 102 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xcb26d30)') called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 1305 eval {...} at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef) called at /var/lib/rt/html/autohandler line 120 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xcb1f230)') called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 1300 eval {...} at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 484 eval {...} at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 484 eval {...} at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/Request.pm line 436 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xcaac870)') called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xcaac870)') called at /usr/lib/perl5/site_perl/5.12.3/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb1d5460)', 'Apache2::RequestRec=SCALAR(0xb255368)') called at /usr/bin/webmux.pl line 125 eval {...} at /usr/bin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb255368)') called at /usr/lib/perl5/vendor_perl/5.12.3/Apache/Session/MySQL.pm line 0 eval {...} at /usr/lib/perl5/vendor_perl/5.12.3/Apache/Session/MySQL.pm line 0 -- /var/lib/rt/ and /var/lib/lib/rt/ have been chmod-ed with 777 and the database named "rt" has been created with "phpMyAdmin". But since I thought it might have been a reason too as the database is empty I have also tried with the init-database script but that resulted in an empty database as well because of an error too: -- [root@localhost sbin]# rt-setup-database --action init --dba mysql --prompt-for-dba-password In order to create or update your RT database,Use of uninitialized value $RT::DatabaseHost in concatenation (.) or string at /usr/sbin/rt-setup-database line 295. this script needs to connect to your mysql instance on as mysql. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt. Now populating database schema. Creating database schema. Problem with statement: CREATE TABLE Attachments ( id INTEGER NOT NULL AUTO_INCREMENT, TransactionId integer NOT NULL , Parent integer NOT NULL DEFAULT 0 , MessageId varchar(160) NULL , Subject varchar(255) NULL , Filename varchar(255) NULL , ContentType varchar(80) NULL , ContentEncoding varchar(80) NULL , Content LONGTEXT NULL , Headers LONGTEXT NULL , Creator integer NOT NULL DEFAULT 0 , Created DATETIME NULL , PRIMARY KEY (id) ) TYPE=InnoDB You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'TYPE=InnoDB' at line 15 at /usr/sbin/rt-setup-database line 220, SCHEMA line 463. [root@localhost sbin]# -- Here is the KDE_SiteConfig.PM: # # WARNING: NEVER EDIT RT_Config.pm. Instead, copy any sections you want to change to RT_SiteConfig.pm # and edit them there. # package RT; =head1 NAME RT::Config =for testing use
Re: [rt-users] Installing RT via Puppet
On 28 Aug 2012, at 16:35, Duncan Hutty dhu...@allgoodbits.org wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 8/28/12 8:47 AM, Robert Blackwell wrote: We use puppet to configure RT in a CentOS world. I will see what we can contribute to this create idea. Do you want to start a github repo for it? I really look forward to having this done in the community. Puppet managed RT++ I'm the person who wrote the puppet code that Robert is referring to that manages RT on CentOS. It has been on my list to publish this once it's ready. At the moment, it will probably be considered ugly, un-idiomatic, incomplete and not sufficiently generic... however, it _is_ currently capable of building a relocatable RT instance from a recent RT repository tag and installing some RT extensions. I need to clean it up to: * remove some company-specific code/details * cope better with perl module dependencies that I currently deal with by having a local, company specific yum repo. * correct the documentation * use puppet forge conventions for publishing modules And I need to publish another puppet module that I have written that is a dependency: pgsiserver. But it's coming and hopefully sooner rather than later. - -- Duncan Hutty http://www.allgoodbits.org Good Evening Duncan! Thanks for dropping a line on the list. It would be great to have some discussions off list, I guess along with any other interested parties, on what angle you took to solve this tas. My thinking is that the more eyes that look at a problem, and the more different ways employed to solve it should have the net effect of making everyone a bit smarter in the long run. I hadn't even though about installing extensions via puppet, but of course, it makes sense! I also think that it could be a good community thing if we could collaboratively build something that benefits all, so I do look forward to getting something out there. Thanks
Re: [rt-users] Installing RT via Puppet
On 08/28/2012 01:40 PM, Mr IT Guru wrote: Thanks for dropping a line on the list. It would be great to have some discussions off list, I guess along with any other interested parties, on what angle you took to solve this tas. rt-devel would be a perfectly fine place for discussing this project. rt-users isn't the wrong place, but I suspect you'll soon get to implementation details that most folks don't care for. ;)
[rt-users] Problem with callbacks in RT 4.0.6
I'm trying to make it so when a user logs out of RT, they get taken back to my page when they log back in. But I'm having problems with the callback in /NoAuth/Logout.html, because it seems like the Default callback is called twice, once in %init and once in the main, but with different arguments: In the %init section, at line 74, we find: $m-callback( %ARGS, URL = \$URL ); and in the main section, at line 62, we find: % $m-callback( %ARGS ); So if I make a Default callback, the first time it gets called, $URL is a reference to the scalar, but the second time it is just the scalar. %INIT $$URL = /myapp/change_request.html; /%INIT %ARGS $URL /%ARGS I feel like one or both of these callbacks should probably be given a name so we can distinguish them. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] RT4 query builder not decoding parameters from URL
Hi, I'm having this same problem or at least an extremely similar one. Were you ever able to solve this? Thanks! -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu On Tue, Mar 27, 2012 at 2:12 PM, JP White jpwh...@hotmail.com wrote: I have a fresh install of RT 4.0.5 on a new server. I pointed this new instance to an existing RT 4.0.2 database (after running the db upgrade script). The problem I am having is that the query builder: Existing saved searches execute with no problems. All new searches end-up URL encoded, thus fail to run and 0 results are returned. For example, a search like 'id = 12345' is getting executed as 'id%20%3D%2012345'. Once the query executes and returns nothing, a click on Advanced from the results page will show the query and format as URL encoded strings... nothing is getting decoded before execution. Configuration (Apache conf and RT_SiteConfig) are the same. Any ideas? I am completely at a loss.
Re: [rt-users] Permissions
Josh, For Queues, don't grant any permissions for Queues at the Global level. Grant them for Roles or User-defined groups. for restricting privileged users from seeing tickets they have NOT requested, then grant ShowTicket to the Role of Requestor, either for a specific Queue or GLobally, if you want that kind of restriction applied globally. These answers are found in a couple RT books. Try to get them and read them. Like reading an owners manual for a complicated piece of machinery. Hope this helps. Kenn On Tue, Aug 28, 2012 at 10:00 AM, Josh Hopkins j...@prorivertech.comwrote: How do you restrict a user from seeing a specific queue even exists? How do you restrict a privileged account from seeing anything other than the tickets they have requested?
