[rt-users] "My reminders" showing differently than for example linked tickets

[Arkadiusz Miśkiewicz]

In rt when two tickets are linked and one gets closed then the other one shows 
ticket title crossed with line like:

"Refers to : (Create) ---954173: abc something---" (title is crossed with 
line).

I wonder if "My reminders" could do the same? Right now I don't immediately 
see which reminders are for closed tickets and which are for open ones.

Unification here would be nice IMO (so treat this as feature requst, too).
-- 
Arkadiusz Miśkiewicz, arekm / maven.pl


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Re: [rt-users] RT 3.8.9 Installation

[Martin]

Paul Fincher  ghs.com> writes:

> 
> Kevin,
> 
> Thanks you are right.  I had written down that I changed the schema
> (from when installing 3.8.8 when I went digging through the list and found
> the solution) but didn't make note of when or where I changed them.
> 
> Thanks again!
> Paul
> -Original Message-
> From: rt-users-bounces  lists.bestpractical.com
> [mailto:rt-users-bounces  lists.bestpractical.com] On Behalf Of Kevin 
Falcone
> Sent: Thursday, March 24, 2011 6:06 PM
> To: rt-users  lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.8.9 Installation
> 
> On Thu, Mar 24, 2011 at 05:31:44PM -0400, Paul Fincher wrote:
> >   I knew from my 3.8.8 install that I needed to change the schema from
> "TYPE=InnoDB" to
> >"ENGINE=InnoDB" and I did that both in ./etc/schema.mysql-4.0 and
> ./etc/schema.mysql-4.1.  I
> >am using mysql version 5.5.10 (I used 5.5.8 on my test machine).  Any
> insight would be
> >appreciated
> 
> I suspect you changed them after typing make install and that you actually
> need to fix /opt/rt3/etc/schema.mysql-4.1
> 
> -kevin
> 
> 
Hey Guys

I have searched all over for the fix for

Now creating a mysql database rt3 for RT.
Done.
Now populating database schema.
DBD::mysql::st execute failed: 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  CHARACTER SET utf8' at line 15 at /tmp/rt-
3.8.10/sbin/../lib/RT/Handle.pm line 516.
make: *** [initialize-database] Error 255

i have already changed all instances of TYPE=InnoDB to ENGINE=InnoDB in my  
/opt/rt3/etc/schema.mysql-4.1

but the error persists.

i am trying to install rt 3.8.10 on ubuntu 12.04
mysql version is 5.5.29

Perhaps if someone has an idea how i can fix this i would really appreciate the 
help 





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[rt-users] CommandByMail generating errors in messages

[Nikolas Chrysandreas]

Hi All,

We have RT 4.0.7 installed on a freeBSD system with postgres 9.0.10

In /var/log/messages we get these errors when the command by mail is called :
Feb 14 11:00:50  RT: Use of uninitialized value $1 in concatenation (.) or 
string at 
/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
 line 206. 
(/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
Feb 14 11:00:50  RT: Use of uninitialized value $2 in concatenation (.) or 
string at 
/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
 line 206. 
(/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
Feb 14 11:00:50  RT: Use of uninitialized value within @items in lc at 
/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
 line 209. 
(/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:209)
Feb 14 11:07:16  RT: Use of uninitialized value within @items in lc at 
/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
 line 209. 
(/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:209)
Feb 14 11:07:16  RT: Use of uninitialized value in concatenation (.) or string 
at 
/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
 line 249. 
(/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:249)


Any help would be greatly appreciated.

Regards
Nik 


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Re: [rt-users] RT 3.8.9 Installation

[Kevin Falcone]

On Thu, Feb 14, 2013 at 08:30:46AM +, Martin wrote:
> I have searched all over for the fix for
> 
> Now creating a mysql database rt3 for RT.
> Done.
> Now populating database schema.
> DBD::mysql::st execute failed: 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  CHARACTER SET utf8' at line 15 at /tmp/rt-
> 3.8.10/sbin/../lib/RT/Handle.pm line 516.
> make: *** [initialize-database] Error 255
> 
> i have already changed all instances of TYPE=InnoDB to ENGINE=InnoDB in my  
> /opt/rt3/etc/schema.mysql-4.1
>
> but the error persists.
> 
> i am trying to install rt 3.8.10 on ubuntu 12.04
> mysql version is 5.5.29
> 
> Perhaps if someone has an idea how i can fix this i would really appreciate 
> the 

Why are you installing 3.8.10?
The current release of RT is 4.0.10, the current release of the 3.8
series is 3.8.16 (and both include fixes for this).

Your problem is likely because you are editing the file in
/opt/rt3/etc/schema.mysql-4.1 rather than
/tmp/rt-3.8.10/etc/schema.mysql-4.1 but that doesn't explain
installing a version of RT which has multiple known security flaws.

-kevin


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Re: [rt-users] CommandByMail generating errors in messages

[Kevin Falcone]

On Thu, Feb 14, 2013 at 11:12:15AM -, Nikolas Chrysandreas wrote:
> In /var/log/messages we get these errors when the command by mail is called :
> Feb 14 11:00:50  RT: Use of uninitialized value $1 in concatenation (.) or 
> string at 
> /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
>  line 206. 
> (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
> Feb 14 11:00:50  RT: Use of uninitialized value $2 in concatenation (.) or 
> string at 
> /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
>  line 206. 
> (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
> Feb 14 11:00:50  RT: Use of uninitialized value within @items in lc at 
> /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
>  line 209. 
> (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:209)
> Feb 14 11:07:16  RT: Use of uninitialized value within @items in lc at 
> /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
>  line 209. 
> (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:209)
> Feb 14 11:07:16  RT: Use of uninitialized value in concatenation (.) or 
> string at 
> /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
>  line 249. 
> (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:249)
> 
> Any help would be greatly appreciated.

These are all warnings not errors.
Are you seeing them manifest as errors somewhere?

-kevin


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[rt-users] Leveraging RT for Access Control

[Kevin Holleran]

Good morning,

I am very new to RT and just getting my feet wet.

Is it possible to define workflows where a ticket is assigned to someone,
then once they perform an action, have it automatically assigned to someone
else?

So a ticket comes in for access to system A, it is assigned to the business
unit manager,  once they perform an action "close" or whatever, then it is
assigned to the security, then finally the server team to grant access.
 Essentially I am trying to create an documented process for an approval
chain.

Is something like this possible or am I better off going a different route?

Thanks.

--
Kevin Holleran
Master of Science, Computer Information Systems
Grand Valley State University
Master of Business Administration
Western Michigan University
SANS GCFA, SANS GCFE,  CCNA, ISA, MCSA, MCDST, MCP

"Do today what others won't, do tomorrow what others can't" - SEALFit

"We are what we repeatedly do. Excellence, then, is not an act, but a
habit." - Aristotle


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Re: [rt-users] CommandByMail generating errors in messages

[Nikolas Chrysandreas]

Hi Kevin,

Thanks for the reply.

> These are all warnings not errors.
> Are you seeing them manifest as errors somewhere?

No, we haven't had any real issues but we have another instance of RT on an 
ubuntu server and we don't see the same warnings.
I was wondering if there is something we could do about them.

Regards
Nik


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[rt-users] Dashboard Custom Configurations

[Raymond Corbett]

Hello all,  I am new to RT but really enjoying it.I wander if this is 
possible to set up.   To make explanation easy lets say I have 3 Departments 
called:


* Dept 1

* Dept 2

* Dept 3

I create three new Dashboards and call them Dept 1, Dept 2 and Dept 3 
respectively saving them as RT System's Dashboards.

When a user logs in, the Dashboard Portal list all three of these.   That works 
fine.   And the user can select for example the Dept 1 Dashboard.

That is where my real question begins.   So lets assume we not see the Dept 1 
Dashboard

Can I have:

1)   The Quick Search Portal list only Dept 1 Queues.   Currently it lists all 
Queues   Or list only a particular Queues that I want it to rather then all 
Queues that exist.

2)  The Saved Searches Portal list only saved searches set up for Dept1.   
Perhaps we have say 3 custom searches saved for Dept1. Currently is list all 
saved searches.
I assume is that because it looks in a Saved Searches directory and lists 
everything it finds there.  I guess maybe I am asking if it could look into a 
subdirectory there only.

With the saved searches, it seems if I save them with privacy being  RT 
System's  that all users can see them listed which makes sense.   And it would 
seem logical then that all are listed.
The problem with not saving them as RT System's privacy that other team members 
don't see them. Just me.


Anyone?





[ARC]

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com



<>

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Re: [rt-users] CommandByMail generating errors in messages

[Kevin Falcone]

On Thu, Feb 14, 2013 at 04:09:02PM -, Nikolas Chrysandreas wrote:
> > These are all warnings not errors.
> > Are you seeing them manifest as errors somewhere?
> 
> No, we haven't had any real issues but we have another instance of RT on an 
> ubuntu server and we don't see the same warnings.
> I was wondering if there is something we could do about them.

Track down which emails are causing the warnings and sort out what in
them is triggering the warnings.

Presumably you don't get the same emails to both servers.

You can also limit which users can send emails that are processed by
CommandByMail.

-kevin


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Re: [rt-users] Dashboard Custom Configurations

[Kevin Falcone]

On Thu, Feb 14, 2013 at 04:37:50PM +, Raymond Corbett wrote:
>1)   The Quick Search Portal list only Dept 1 Queues.   Currently it lists 
> all Queues   Or
>list only a particular Queues that I want it to rather then all Queues 
> that exist.
> 
> 
> 
>2)  The Saved Searches Portal list only saved searches set up for Dept1.   
> Perhaps we have say
>3 custom searches saved for Dept1. Currently is list all saved searches.
> 
>I assume is that because it looks in a Saved Searches directory and lists 
> everything it finds
>there.  I guess maybe I am asking if it could look into a subdirectory 
> there only.
> 
> 
> 
>With the saved searches, it seems if I save them with privacy being  RT 
> System's  that all
>users can see them listed which makes sense.   And it would seem logical 
> then that all are
>listed.
> 
>The problem with not saving them as RT System's privacy that other team 
> members don't see
>them. Just me.

You want to do things as Group dashboards instead.
That way the users in Dept1 see the Group Dashboard called Dept1 and
the saved searches saved into the Dept1 group.

You can put your user into the Dept 1 group while you set these up and
then take them back out.

Similarly, if you want to limit the queues in Quick Search you can not
grant SeeQueue and ShowTicket in the irrelevant Queues.  This will
also limit down the other places the user might see ticket lists.

-kevin


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Re: [rt-users] Dashboard Custom Configurations

[Raymond Corbett]

Thank you so much Kevin. This does make sense. 

Forgive my newness... but when you refer to Group dashboards, you say " You 
want to do things as Group dashboards instead"

I am not sure how I define them as Group Dashboards...  Is this done by 
correctly the  Group Rights, where I have View Group Dashboards.  And if so do 
I toggle that option off. 

Thanks again

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, February 14, 2013 12:10 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Dashboard Custom Configurations

On Thu, Feb 14, 2013 at 04:37:50PM +, Raymond Corbett wrote:
>1)   The Quick Search Portal list only Dept 1 Queues.   Currently it lists 
> all Queues   Or
>list only a particular Queues that I want it to rather then all Queues 
> that exist.
> 
> 
> 
>2)  The Saved Searches Portal list only saved searches set up for Dept1.   
> Perhaps we have say
>3 custom searches saved for Dept1. Currently is list all saved searches.
> 
>I assume is that because it looks in a Saved Searches directory and lists 
> everything it finds
>there.  I guess maybe I am asking if it could look into a subdirectory 
> there only.
> 
> 
> 
>With the saved searches, it seems if I save them with privacy being  RT 
> System's  that all
>users can see them listed which makes sense.   And it would seem logical 
> then that all are
>listed.
> 
>The problem with not saving them as RT System's privacy that other team 
> members don't see
>them. Just me.

You want to do things as Group dashboards instead.
That way the users in Dept1 see the Group Dashboard called Dept1 and the saved 
searches saved into the Dept1 group.

You can put your user into the Dept 1 group while you set these up and then 
take them back out.

Similarly, if you want to limit the queues in Quick Search you can not grant 
SeeQueue and ShowTicket in the irrelevant Queues.  This will also limit down 
the other places the user might see ticket lists.

-kevin


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Re: [rt-users] CommandByMail generating errors in messages

[Ruslan Zakirov]

Hi,

I've pushed a few updates recently into repository and as part of that
fixed a few annoying warnings. Would you mind testing code from
repository?

On Thu, Feb 14, 2013 at 9:07 PM, Kevin Falcone
 wrote:
> On Thu, Feb 14, 2013 at 04:09:02PM -, Nikolas Chrysandreas wrote:
>> > These are all warnings not errors.
>> > Are you seeing them manifest as errors somewhere?
>>
>> No, we haven't had any real issues but we have another instance of RT on an 
>> ubuntu server and we don't see the same warnings.
>> I was wondering if there is something we could do about them.
>
> Track down which emails are causing the warnings and sort out what in
> them is triggering the warnings.
>
> Presumably you don't get the same emails to both servers.
>
> You can also limit which users can send emails that are processed by
> CommandByMail.
>
> -kevin
>
>
>
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> http://bestpractical.com/services/training.html
>
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> https://www.surveymonkey.com/s/N23JW9T



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[rt-users] [SOLVED] rt-crontool broken in 4.0.10

[Lars Bräuer]

Hi,

I just spend about an hour wrestling with rt-crontool after an upgrade from 
4.0.6 to 4.0.10.

I couldn't find the place where to report this bug to be fixed, so I hope 
someone from Bestpractical
will see this.

After the upgrade the "new" rt-crontool from 4.0.10 wouldn't work anymore:

# /opt/rt4/bin/rt-crontool
[Thu Feb 14 18:54:44 2013] [critical]: Undefined subroutine &main::loc called at
/opt/rt4/bin/rt-crontool line 312. (/opt/rt4/bin/../lib/RT.pm:356)
Undefined subroutine &main::loc called at /opt/rt4/bin/rt-crontool line 312.


I finally found out, that loc was missing in the RT::Interface::CLI call.

This fixed everything:

--
--- /usr/src/rt-4.0.10/bin/rt-crontool  2013-02-14 18:26:41.0 +0100
+++ /opt/rt/bin/rt-crontool 2013-02-14 20:04:07.0 +0100
@@ -79,7 +79,7 @@

 use Getopt::Long;

-use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent);
+use RT::Interface::CLI qw(loc CleanEnv GetCurrentUser GetMessageContent);

 #Clean out all the nasties from the environment
 CleanEnv();
--

Hope this can be fixed in the source, so this will work in future releases.

Best regards,

Lars




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Re: [rt-users] [SOLVED] rt-crontool broken in 4.0.10

[Alex Vandiver]

On Thu, 2013-02-14 at 20:13 +0100, Lars Bräuer wrote:
> I just spend about an hour wrestling with rt-crontool after an upgrade
> from 4.0.6 to 4.0.10.

Sorry that this bug ate your time, and our apologies that it went
unfound until now.  

> I couldn't find the place where to report this bug to be fixed, so I
> hope someone from Bestpractical will see this.

The "BUGS" section in the README file addresses the usual reporting
path.

> Hope this can be fixed in the source, so this will work in future releases.

Thanks for the patch.  Do you have any objection to being marked as the
"author" of the commit in git, as "Lars Bräuer " ?

 - Alex



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Re: [rt-users] [SOLVED] rt-crontool broken in 4.0.10

[Thomas Sibley]

On 02/14/2013 11:58 AM, Alex Vandiver wrote:
>> I couldn't find the place where to report this bug to be fixed, so I
>> hope someone from Bestpractical will see this.
> 
> The "BUGS" section in the README file addresses the usual reporting
> path.

There's also a "Bug Reports" link in the navigation of
, which points to
.

Where did you look for bug reporting info?  Maybe we can add it to the
places you didn't find it.


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Re: [rt-users] Leveraging RT for Access Control

[Thomas Sibley]

On 02/14/2013 07:55 AM, Kevin Holleran wrote:
> Good morning, 
> 
> I am very new to RT and just getting my feet wet.  
> 
> Is it possible to define workflows where a ticket is assigned to
> someone, then once they perform an action, have it automatically
> assigned to someone else?  
> 
> So a ticket comes in for access to system A, it is assigned to the
> business unit manager,  once they perform an action "close" or whatever,
> then it is assigned to the security, then finally the server team to
> grant access.  Essentially I am trying to create an documented process
> for an approval chain.
> 
> Is something like this possible or am I better off going a different route?

Completely possible.  The standard way to model an approvals chain is
using RT's approvals system (which relies on scrips).  You create a set
of tickets for each approval necessary, and chain them appropriately,
and the ticket requesting access is rejected if anyone rejects or opened
if everyone approves.  Here's a place to start:
http://bestpractical.com/rt/docs/4.0/customizing/approvals.html



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Re: [rt-users] Dashboard Custom Configurations

[Kevin Falcone]

On Thu, Feb 14, 2013 at 05:24:11PM +, Raymond Corbett wrote:
> Thank you so much Kevin. This does make sense. 
> 
> Forgive my newness... but when you refer to Group dashboards, you say " You 
> want to do things as Group dashboards instead"
> 
> I am not sure how I define them as Group Dashboards...  Is this done by 
> correctly the  Group Rights, where I have View Group Dashboards.  And if so 
> do I toggle that option off. 

In Saved Searches and in Groups the Privacy dropdown lets you control
where it goes.  You need to have rights to make dashboards/searches in
the group and be a member before they'll show up in the list.

You'll want to make sure that group members get the appropriate View
rights on the group itself in order to see dashboards and searches.

-kevin

> 
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Thursday, February 14, 2013 12:10 PM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Dashboard Custom Configurations
> 
> On Thu, Feb 14, 2013 at 04:37:50PM +, Raymond Corbett wrote:
> >1)   The Quick Search Portal list only Dept 1 Queues.   Currently it 
> > lists all Queues   Or
> >list only a particular Queues that I want it to rather then all Queues 
> > that exist.
> > 
> > 
> > 
> >2)  The Saved Searches Portal list only saved searches set up for Dept1. 
> >   Perhaps we have say
> >3 custom searches saved for Dept1. Currently is list all saved searches.
> > 
> >I assume is that because it looks in a Saved Searches directory and 
> > lists everything it finds
> >there.  I guess maybe I am asking if it could look into a subdirectory 
> > there only.
> > 
> > 
> > 
> >With the saved searches, it seems if I save them with privacy being  RT 
> > System's  that all
> >users can see them listed which makes sense.   And it would seem logical 
> > then that all are
> >listed.
> > 
> >The problem with not saving them as RT System's privacy that other team 
> > members don't see
> >them. Just me.
> 
> You want to do things as Group dashboards instead.
> That way the users in Dept1 see the Group Dashboard called Dept1 and the 
> saved searches saved into the Dept1 group.
> 
> You can put your user into the Dept 1 group while you set these up and then 
> take them back out.
> 
> Similarly, if you want to limit the queues in Quick Search you can not grant 
> SeeQueue and ShowTicket in the irrelevant Queues.  This will also limit down 
> the other places the user might see ticket lists.
> 
> -kevin
> 
> 
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Re: [rt-users] [SOLVED] rt-crontool broken in 4.0.10

[Lars Bräuer]

On 14.02.2013 22:15, Thomas Sibley wrote:
> On 02/14/2013 11:58 AM, Alex Vandiver wrote:
>>> I couldn't find the place where to report this bug to be fixed, so I
>>> hope someone from Bestpractical will see this.
>>
>> The "BUGS" section in the README file addresses the usual reporting
>> path.
> 
> There's also a "Bug Reports" link in the navigation of
> , which points to
> .
> 
> Where did you look for bug reporting info?  Maybe we can add it to the
> places you didn't find it.
> 
> 

That's really weird, it's clearly there, I must have missed that somehow. I 
mainly looked in the
main navigation bar on top of the page.


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[rt-users] URL Error after upgrading to rt4

[Rolf Krogstad]

Hello,

I have created a new server (RedHat 5.9 64-bit) and am running the latest 
version of MySQL and RT 4.0.10.   The old server was RT 3.6.6

I exported the data from the old server as follows:

mysqldump -uroot -p  --opt --skip-lock-tables --max_allowed_packet=10 -
-single-transaction --default-character-set=binary --databases rt3 > 
RT_mysql_backup.sql

I then changed all references to the database rt3 to be rt4

I then imported the data into the new system, ran the upgrade steps as 
outlined in docs/UPGRADING.mysql.   (ran update from 3.6.6 to v3.7.87, 
generated and ran 'queries.sql', ran updates from 3.7.87 to current)

With one user I can go in and select a ticket and it opens fine with the URL:
http://v20labtrack/Ticket/Display.html?id=2973

If I log in as a different user it generates this URL which comes up with 
a "page not found" error:
http://v20labtrack/rt3/Ticket/Display.html?id=2973

The generation of the URL is user dependent, it is correct for some and wrong 
for some.  The old system was configured to require '/rt3' after the system 
name.  The new system is not.

There is no 'rt3' in the RT_SiteConfig.pm file.

Any idea how to get that to stop inserting '/rt3' into the URL?

Thanks

Rolf
Pace Analytical Services Inc.



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Re: [rt-users] URL Error after upgrading to rt4

[Tim Wiley]

On 02/14/2013 02:29 PM, Rolf Krogstad wrote:

Hello,

I have created a new server (RedHat 5.9 64-bit) and am running the latest
version of MySQL and RT 4.0.10.   The old server was RT 3.6.6

I exported the data from the old server as follows:

mysqldump -uroot -p  --opt --skip-lock-tables --max_allowed_packet=10 -
-single-transaction --default-character-set=binary --databases rt3 >
RT_mysql_backup.sql

I then changed all references to the database rt3 to be rt4

I then imported the data into the new system, ran the upgrade steps as
outlined in docs/UPGRADING.mysql.   (ran update from 3.6.6 to v3.7.87,
generated and ran 'queries.sql', ran updates from 3.7.87 to current)

With one user I can go in and select a ticket and it opens fine with the URL:
http://v20labtrack/Ticket/Display.html?id=2973

If I log in as a different user it generates this URL which comes up with
a "page not found" error:
http://v20labtrack/rt3/Ticket/Display.html?id=2973

The generation of the URL is user dependent, it is correct for some and wrong
for some.  The old system was configured to require '/rt3' after the system
name.  The new system is not.

There is no 'rt3' in the RT_SiteConfig.pm file.

Any idea how to get that to stop inserting '/rt3' into the URL?

Thanks

Rolf
Pace Analytical Services Inc.





Is this user dependent on the same machine?  Or is each user on a 
different workstation?  It sounds more like something that is machine 
dependent, not user dependent.



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Re: [rt-users] URL Error after upgrading to rt4

[Kevin Falcone]

On Thu, Feb 14, 2013 at 10:29:30PM +, Rolf Krogstad wrote:
> Hello,
> 
> I have created a new server (RedHat 5.9 64-bit) and am running the latest 
> version of MySQL and RT 4.0.10.   The old server was RT 3.6.6

There were some bugs in early 3.6 RTs where it would store the full
URL so /rt3/Ticket/Display.html?id=__id__ rather than 
/__WebPath__/Ticket/Display.html?id=__id__

> With one user I can go in and select a ticket and it opens fine with the URL:
> http://v20labtrack/Ticket/Display.html?id=2973
> 
> If I log in as a different user it generates this URL which comes up with 
> a "page not found" error:
> http://v20labtrack/rt3/Ticket/Display.html?id=2973

This implies some users have a version of the Format for the search
that includes __WebPath__ and some include /rt3/ literally.

There's a new branch that adds an upgrade script
https://github.com/bestpractical/rt/commit/5d887addad62c4da580a651df8c94bd8cdb0fbb8
You can grab that script and try running it on a development copy of
your data and see if it properly repairs the links for you.

Try it out and let us know how it goes?  The branch needs review and
merging, but test results from the field are really helpful.

-kevin


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Re: [rt-users] Printing Charts

[April Rosenberg]

Thanks.  It took me a bit to get it to work with my directory structure,
but I am now able to print charts.

April

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas
Sibley
Sent: Tuesday, February 12, 2013 1:36 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Printing Charts

On 02/11/2013 06:54 PM, April Rosenberg wrote:
> Good Afternoon,
>
> I am running 4.0.5 on Ubuntu.  After creating queries and going to the
> chart options.  I cannot print the charts out, it is the title and the
> rest is a blank page in IE and Firefox.  There are no errors in the
> apache logs and the charts appear fine.  This is true of pie and bar
> charts.  I have tried searching, but most info is about display being
> broken as well as printing.  I am using the default template, with a
> change in color on css only.
>
> Does anyone have any ideas?

The print stylesheet is specifically hiding all content on the Charts
page, but I'm not sure why.  It's a holdover from an older print
stylesheet (before the new one in 4.0.5), and I suspect it's a mistake and
hiding too much by accident.

Try applying this patch:

   curl -s https://github.com/bestpractical/rt/commit/ed77c63.patch \
   | patch -p1 -d /opt/rt4

and then clearing your Mason cache and restarting RT.  You'll need to
clear your browser cache (or force reload the page) as well since it will
aggressively cache the print styles.

I expect the patch above will be in the next release of RT.


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