[rt-users] Error starting RT 3.8 on FreeBSD 9
I have a webserver running RT 3.8.7. It has been in production for over a year. I'm migrating to a new server (FreeBSD 9.0-RELEASE-p3) using the exact same configuration, but I get an http error when I try to launch the web interface. I collected the following log, right after restarting Apache. [Thu Sep 27 17:26:13 2012] [notice] caught SIGTERM, shutting down [Thu Sep 27 17:26:37 2012] [notice] Digest: generating secret for digest authentication ... [Thu Sep 27 17:26:37 2012] [notice] Digest: done [Thu Sep 27 17:26:38 2012] [notice] Apache/2.2.22 (FreeBSD) PHP/5.4.6 mod_ssl/2.2.22 OpenSSL/0.9.8q DAV/2 mod_perl/2.0.7 Perl/v5.16.0 configured -- resuming normal operations [Thu Sep 27 21:27:30 2012] [warning]: [Mason] Cannot resolve file to component: /usr/local/share/html/index.html (is file outside component root?) at /usr/local/lib/perl5/site_perl/5.16.0/HTML/Macal/lib/perl5/site_perl/5.16.0/ HTML/Mason/ApacheHandler.pm:853) On the browser page I simply get this error: Not Found The requested URL / was not found on this server. I googled around and did not found a conclusive fix or solution. Following is the httpd-vhosts.conf, which with the exception of the IP address, it's identical to the one in the production site: LoadModule perl_module libexec/apache22/mod_perl.so ServerName newtickets.int.visionamics.com ServerAlias newtickets DocumentRoot /usr/local/share/html AddDefaultCharset UTF-8 PerlRequire "/usr/local/bin/webmux.pl" order allow,deny allow from all SetHandler default SetHandler perl-script PerlHandler RT::Mason ServerName admnp004-new.int.visionamics.com ServerAlias admnp004-new DocumentRoot /usr/local/www/apache22/data/ order allow,deny allow from all ServerName support.int.visionamics.com ServerAlias support DocumentRoot /usr/local/www/apache22/support/ order allow,deny allow from all ServerName vistesting.selfmailsystem.com DocumentRoot /usr/local/www/apache22/sploit/ order allow,deny allow from all Please, advise. - Bernardo x2211 Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Please ignore last request for Help with RT-at-a-Glance
I work with this off and on for over an hour and just saw my issue. on the user preference to setup RT-at-a-Glance there is also an option for number of rows and it was set to 100 I am sorry to have bothered you on this matter Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Help with RT-at-a-Glance
I have a really weird thing going on. Version 4.0.6 for RT-at-a-Glance reports. I have the limit set to 10 on several reports and on 1 users screen there are many reports of 10 or less depending on the number of items eligible. I have the same reports on another user and the 10 limit is ignored on some of the reports and the reports show 100. I cannot see any difference in their setups etc. Any ideas? I have adjusted the limit to 5 on the options screen available to a user and also verified that Search option available to each user is set to 10. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] How to add a link in the quickbar ?
On Fri, Sep 28, 2012 at 9:16 AM, Kriegers Horst wrote: > - This new item is accessible only for Privileged users, how it's possible to > make this accessible for all authenticated users (Privileged and > unprivileged) ? There are two callbacks in the file. One for SelfService interface and second for full UI. -- Best regards, Ruslan. Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Command By Mail broken in 4.0.7
On Fri, Sep 28, 2012 at 11:04 AM, Tom Robinson wrote: > # Command By Mail > @MailPlugins = qw( Auth::MailFrom Filter::TakeAction ); > #Set( $CommandByMailGroup, group_id ); Set( @MailPlugins, ); But it's not that much important. All you showed looks good. Next step is to collect RT logs. -- Best regards, Ruslan. Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7
Did you run the configure script in the new 4.0.7 with the same options as 4.0.6? Also, did you clear your mason cache and restart the server after upgrading? On 9/28/12 9:56 AM, Francesca Del Corso wrote: Hi all, I recently upgrade my RT installation from 4.0.6 to 4.0.7 , I have a 64 bit Centos 6.3 virtual machine with MySql ver 5.1.61, Apache/2.2.15, FastCGI 2.4.6, sendmail 8.14.5, Perl 5.10.1. After upgrading, when I logon to the system as root I cannot see any tabs in the Menu (Home, Tickets, Tools, Logged in as root) so I can't logout or doing a search; after creating a new ticket under General queue via RT web page, I cannot write the body of the ticket if I am root, if I am a a simple user I can. I try to reiniziale the database (make inizialize-database), now I can write the issue in a new ticket if am logged as root but I still cannot see the menu tabs. I make also a clean RT 4.0.7 installation in the same environment and these problems didn't happen. What's the problem in the upgrade process? Thank you for your attention Francesca Del Corso INFN Sez. Bologna Via Irnerio 46, Bologna - Italy Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7
Hi all, I recently upgrade my RT installation from 4.0.6 to 4.0.7 , I have a 64 bit Centos 6.3 virtual machine with MySql ver 5.1.61, Apache/2.2.15, FastCGI 2.4.6, sendmail 8.14.5, Perl 5.10.1. After upgrading, when I logon to the system as root I cannot see any tabs in the Menu (Home, Tickets, Tools, Logged in as root) so I can't logout or doing a search; after creating a new ticket under General queue via RT web page, I cannot write the body of the ticket if I am root, if I am a a simple user I can. I try to reiniziale the database (make inizialize-database), now I can write the issue in a new ticket if am logged as root but I still cannot see the menu tabs. I make also a clean RT 4.0.7 installation in the same environment and these problems didn't happen. What's the problem in the upgrade process? Thank you for your attention Francesca Del Corso INFN Sez. Bologna Via Irnerio 46, Bologna - Italy Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] How to link SLAs to customer (requestors) or groups
Hi Kevin, Thank you for your reply. I am not very happy with a solution where people should send e-mail to different addresses depending on which SLA they have. I just want to have our regular support@... address and not support-bronze@... for example. This is not very customer-friendly. So, this means that I can live with a solution where we make a group for a particular company and a custom field for the SLA of that company. Then assign users to that group which are the people we communicate with. When a ticket has been created from a requestor in that group it must be assigned the correct SLA. I am not really sure that the SLA plugin does exactly in RT as far as I can tell it only assigned the correct due date depending on the SLA. Am I correct in this? Does anybody have an idea how we could implement the assignment of SLA based on a group and a custom field for that group? -- Kind regards, Hans Vos Op 27-9-2012 17:43, Kevin Falcone schreef: On Wed, Sep 26, 2012 at 04:49:43PM +0200, Hans Vos | Drecomm wrote: We are looking into implementing RT for our organization. For this to work we need to have SLA support. I found an extension for this and as I understand it an SLA is assigned based on a queue. This behavior is slightly confusing to me and I don't see how this would work. SLAs are linked to customers and when an employee from company X sends us an e-mail (where company X has a Bronze SLA) we would like RT to assign that particular SLA to the ticket. For this to work I think SLAs need to be linked to requestors or maybe groups. We then link the contact for that company to the group as requestors. In this case, you have a Bronze queue that people email (that's how we do it). However, I've implemented user specific overrides by creating a User custom field and on ticket creation, if the user has the custom field set, overriding the queue default SLA value. You could do similar things by checking the requestor's groups for CFs rather than checking the Requestor for CFs. -kevin Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Command By Mail broken in 4.0.7
Hi, Since upgrading from RT 3.8.8 to 4.0.7 Command By Mail has broken. Is there something basic I'm missing like 'this doesn't work on 4.0.7' or 'Command by mail is now built-in'? RT-Extension-CommandByMail-0.10 As I have multiple instances I have compiled and installed like so: # RTHOME=/usr/local/rt4 perl Makefile.PL Cannot determine perl version info from lib/RT/Extension/CommandByMail.pm Using RT configuration from /usr/local/rt4/lib/RT.pm: ./lib => /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib *** Module::AutoInstall version 1.03 *** Checking for Perl dependencies... [Core Features] - Test::More ...loaded. (0.98) - IPC::Open2 ...loaded. (1.02) - UNIVERSAL::require ...loaded. (0.13) - MIME::Entity ...loaded. (5.428 >= 5.420) *** Module::AutoInstall configuration finished. Open input '/usr/src/RT-Extension-CommandByMail-0.10/xt/utils.pl' file for substitution Open output '/usr/src/RT-Extension-CommandByMail-0.10/xt/utils.pl' file for substitution Checking if your kit is complete... Looks good Writing Makefile for RT::Extension::CommandByMail # make cp lib/RT/Extension/CommandByMail.pm blib/lib/RT/Extension/CommandByMail.pm cp lib/RT/Interface/Email/Filter/TakeAction.pm blib/lib/RT/Interface/Email/Filter/TakeAction.pm Manifying blib/man3/RT::Extension::CommandByMail.3pm Manifying blib/man3/RT::Interface::Email::Filter::TakeAction.3pm # make install Installing /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm Installing /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm Appending installation info to /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/perllocal.pod # find /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/ /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/ /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/perllocal.pod /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter /usr/local/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm I have restarted Apache. In my RT_SiteConfig.pm I have: Set( @Plugins, ( qw( RT::Extension::CommandByMail RT::Extension::JSGantt RT::Authen::ExternalAuth RTx::Calendar ) ) ); # Command By Mail @MailPlugins = qw( Auth::MailFrom Filter::TakeAction ); #Set( $CommandByMailGroup, group_id ); Any clues would be appreciated. Regards, Tom -- Tom Robinson System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robin...@motec.com.au signature.asc Description: OpenPGP digital signature Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
