Re: [rt-users] RES: RE: RES: Sphinx fulltext index v4.0.4

[Alex Vandiver]

On Tue, 2013-12-17 at 17:28 -0500, Alex Vandiver wrote:
> This lies firmly in the domain of having to debug MySQL and the SphinxSE
> plugin, and not in debugging RT itself.  From recent testing locally,
> using 127.0.0.1 instead of localhost works acceptably.

I have confirmed that this is a bug in sphinxsearch.  mysql 5.5.15 and
above removed a codepath that SphinxSE was using to do name resolution,
and the re-implementation of it that SphinxSE uses could never have
worked.

The work-around is to use an IP address (rather than a hostname like
localhost) in the sphinx:// URL that rt-setup-fulltext-index prompts
for.  Alternately, the two attached patches can be applied to the
storage/sphinx/ directory.

The issue has been reported to sphinxsearch as bug 1815.  RT may work
around this issue in a future release by defaulting to suggesting
127.0.0.1 instead of localhost when running on MySQL 5.5.
 - Alex
>From 21770e15fa8667177b79ae8f5cd8de67ebd44b28 Mon Sep 17 00:00:00 2001
From: Alex Vandiver 
Date: Thu, 19 Dec 2013 01:18:43 -0500
Subject: [PATCH 1/2] getaddrinfo returns 0 on success

---
 mysqlse/ha_sphinx.cc | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/mysqlse/ha_sphinx.cc b/mysqlse/ha_sphinx.cc
index 06c8610..8305519 100644
--- a/mysqlse/ha_sphinx.cc
+++ b/mysqlse/ha_sphinx.cc
@@ -2121,7 +2121,7 @@ int ha_sphinx::Connect ( const char * sHost, ushort uPort )
 #if MYSQL_VERSION_ID>=50515
 			struct addrinfo *hp = NULL;
 			tmp_errno = getaddrinfo ( sHost, NULL, NULL, &hp );
-			if ( !tmp_errno || !hp || !hp->ai_addr )
+			if ( tmp_errno || !hp || !hp->ai_addr )
 			{
 bError = true;
 if ( hp )
-- 
1.8.5

>From 204e78173db262d2ba73555ed277f0908a3fc568 Mon Sep 17 00:00:00 2001
From: Alex Vandiver 
Date: Thu, 19 Dec 2013 01:19:20 -0500
Subject: [PATCH 2/2] Copy out the correct part of the addrinfo response

Merely copying starting at the ai_addr of the addrinfo is incorrect; for
the presumed sockaddr_in value stored in ai_addr, the first bytes are
generally the family and port, not the in_addr.

Dereference to the in_addr out explicitly, and copy that.
---
 mysqlse/ha_sphinx.cc | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/mysqlse/ha_sphinx.cc b/mysqlse/ha_sphinx.cc
index 8305519..d6ef94b 100644
--- a/mysqlse/ha_sphinx.cc
+++ b/mysqlse/ha_sphinx.cc
@@ -2148,7 +2148,7 @@ int ha_sphinx::Connect ( const char * sHost, ushort uPort )
 			}
 
 #if MYSQL_VERSION_ID>=50515
-			memcpy ( &sin.sin_addr, hp->ai_addr, Min ( sizeof(sin.sin_addr), (size_t)hp->ai_addrlen ) );
+			memcpy ( &sin.sin_addr, &((struct sockaddr_in *)hp->ai_addr)->sin_addr, sizeof(sin.sin_addr) );
 			freeaddrinfo ( hp );
 #else
 			memcpy ( &sin.sin_addr, hp->h_addr, Min ( sizeof(sin.sin_addr), (size_t)hp->h_length ) );
-- 
1.8.5

Re: [rt-users] Remove Message

[Bryon Baker]

By the way for the Emails it does not happen all the time.  It is very sporadic 
and I cannot figure out the pattern.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Friday, December 20, 2013 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message

This is the message when RT tries to create a user with incoming email
User could not be created: User creation failed in mailgateway: Must 
specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)

This is the message when I try and create a user manually using Admin > User > 
Create
User could not be created: Must specify 'Name' attribute

You sent me information related to external auth.  Does RT use the parameters 
in that area?
External Auth Config
{
  'Connect_LDAP' => {
  'base' => 'DC=copesan,DC=local',
  'pass' => 'Password not printed',
  'net_ldap_args' => [
   'version',
   3
 ],
  'filter' => 
'(&(ObjectCategory=User)(ObjectClass=Person))',
  'attr_match_list' => [
 'Name',
 'EmailAddress'
   ],
  'tls' => 0,
  'd_filter' => 
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
  'user' => 'CN=RQ 
Tracker,OU=Users_Special,OU=Copesan,DC=Copesan,DC=local',
  'type' => 'ldap',
  'server' => '192.168.250.49',
  'attr_map' => {
  'City' => 'l',
  'RealName' => 'cn',
  'State' => 'st',
  'EmailAddress' => 'mail',
  'Gecos' => 'sAMAccountName',
  'Country' => 'co',
  'Address1' => 'streetAddress',
  'Zip' => 'postalCode',
  'WorkPhone' => 'telephoneNumber',
  'Name' => 'sAMAccountName',
  'Organization' => 
'physicalDeliveryOfficeName',
  'ExternalAuthId' => 'sAMAccountName'
}
},
  'Connect_MSSQL' => {
   'pass' => 'Password not printed',
   'table' => 'ReqTracker_HelpDesk',
   'attr_match_list' => [
  'Name',
  'Gecos'
],
   'p_field' => 'password',
   'port' => '1433',
   'p_check' => sub { "DUMMY" },
   'u_field' => 'Email',
   'database' => 
'RapidTrax6a;Driver=SQLServer;DSN=SQLServer',
   'dbi_driver' => 'ODBC',
   'user' => 'HelpDeskOTRS',
   'type' => 'db',
   'server' => '192.168.250.29',
   'attr_map' => {
   'City' => 'City',
   'RealName' => 'Realname',
   'State' => 'State',
   'EmailAddress' => 'Email',
   'Gecos' => 'Email',
   'Address1' => 'Address',
   'Zip' => 'Zip',
   'Name' => 'Email',
   'Organization' => 'Organization',
   'ExternalAuthId' => 'Email'
 }
 }
}

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, December 20, 2013 3:59 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message

Don't send me personal email, I read the list, obey my Reply-To header and send 
your mail to the list.

On Fri, Dec 20, 201

Re: [rt-users] Remove Message

[Bryon Baker]

This is the message when RT tries to create a user with incoming email
User could not be created: User creation failed in mailgateway: Must 
specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)

This is the message when I try and create a user manually using Admin > User > 
Create
User could not be created: Must specify 'Name' attribute

You sent me information related to external auth.  Does RT use the parameters 
in that area?
External Auth Config
{
  'Connect_LDAP' => {
  'base' => 'DC=copesan,DC=local',
  'pass' => 'Password not printed',
  'net_ldap_args' => [
   'version',
   3
 ],
  'filter' => 
'(&(ObjectCategory=User)(ObjectClass=Person))',
  'attr_match_list' => [
 'Name',
 'EmailAddress'
   ],
  'tls' => 0,
  'd_filter' => 
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
  'user' => 'CN=RQ 
Tracker,OU=Users_Special,OU=Copesan,DC=Copesan,DC=local',
  'type' => 'ldap',
  'server' => '192.168.250.49',
  'attr_map' => {
  'City' => 'l',
  'RealName' => 'cn',
  'State' => 'st',
  'EmailAddress' => 'mail',
  'Gecos' => 'sAMAccountName',
  'Country' => 'co',
  'Address1' => 'streetAddress',
  'Zip' => 'postalCode',
  'WorkPhone' => 'telephoneNumber',
  'Name' => 'sAMAccountName',
  'Organization' => 
'physicalDeliveryOfficeName',
  'ExternalAuthId' => 'sAMAccountName'
}
},
  'Connect_MSSQL' => {
   'pass' => 'Password not printed',
   'table' => 'ReqTracker_HelpDesk',
   'attr_match_list' => [
  'Name',
  'Gecos'
],
   'p_field' => 'password',
   'port' => '1433',
   'p_check' => sub { "DUMMY" },
   'u_field' => 'Email',
   'database' => 
'RapidTrax6a;Driver=SQLServer;DSN=SQLServer',
   'dbi_driver' => 'ODBC',
   'user' => 'HelpDeskOTRS',
   'type' => 'db',
   'server' => '192.168.250.29',
   'attr_map' => {
   'City' => 'City',
   'RealName' => 'Realname',
   'State' => 'State',
   'EmailAddress' => 'Email',
   'Gecos' => 'Email',
   'Address1' => 'Address',
   'Zip' => 'Zip',
   'Name' => 'Email',
   'Organization' => 'Organization',
   'ExternalAuthId' => 'Email'
 }
 }
}

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, December 20, 2013 3:59 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message

Don't send me personal email, I read the list, obey my Reply-To header and send 
your mail to the list.

On Fri, Dec 20, 2013 at 04:22:08PM +, Bryon Baker wrote:
> Thanks for the response Kevin.
> 
> This is happening when  RT creates users from incoming emails.
> 
> I am also using the external auth plugin.  Where in the config would I equate 
> name to email address?

The default config shipped with RT::Authen::ExternalAuth sets the Name 
parameter, you must have removed that, but since you've not shown actual errors 
or a config, all anyone can do is guess.

https://metacpan.org/pod/RT::Authen::ExternalAuth::LDAP

-kevin

Re: [rt-users] Upgrade problems (seems to be between 4.0.18 and 4.1.0)

[Kevin Falcone]

On Fri, Dec 20, 2013 at 02:57:36PM -0500, James Craig wrote:
> 
> Just to follow up,
> 
> it turns out the documentation I had was wrong; the old version was
> 3.4.2
> 
> your comment about the HomepageSettings made me question the notes I
>   was working from.
> 
>   Once I started the upgrade from 3.4.2 instead of 3.8.7,
>   the  make upgrade-database completed.

Glad to hear it was something that simple.

-kevin


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Description: PGP signature

Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2

[Kevin Falcone]

On Fri, Dec 20, 2013 at 05:54:02PM +0100, Rainer Duffner wrote:
> 
> According to Tim, he has build everything from source - which would
> make this error-messages even more puzzling.
> 
> As I said, anybody doing anything serious with FreeBSD these days should
> switch to pkgng. Yesterday.
> 
> My remark about perl 5.18 outside the jail does not make much sense,
> admittedly.

Yep - there's a distinct lack of information and all we're doing is
guessing, I just wanted him to realize that a mod_perl which searches
5.18's site_lib for perl modules installed in 5.16's site_lib has no
prayer of ever working.

-kevin


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Description: PGP signature

Re: [rt-users] Remove Message

[Kevin Falcone]

Don't send me personal email, I read the list, obey my Reply-To header
and send your mail to the list.

On Fri, Dec 20, 2013 at 04:22:08PM +, Bryon Baker wrote:
> Thanks for the response Kevin.
> 
> This is happening when  RT creates users from incoming emails.
> 
> I am also using the external auth plugin.  Where in the config would I equate 
> name to email address?

The default config shipped with RT::Authen::ExternalAuth sets the Name
parameter, you must have removed that, but since you've not shown
actual errors or a config, all anyone can do is guess.

https://metacpan.org/pod/RT::Authen::ExternalAuth::LDAP

-kevin


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Description: PGP signature

Re: [rt-users] RT sending emails on behalf of

[Landon Stewart]

On 20 December 2013 13:28, mamir  wrote:

> Hi,
> This is how the email looks like in Outlook sent by RT (4.2.1):
> rt-...@rt-dev.org on behalf of t...@rt-dev.org
> Greetings,
> bla bla bla
>
> Here is my Autoreply template:
> Sender: rt-dev
> Subject: {$Ticket->Subject}
> RT-Attach-Message: yes



How can I get rid of  "rt-...@rt-dev.org on behalf of" so only the

t...@rt-dev.org appears in email.
>

It’s basically how services like Hotmail/Live/Outlook and Gmail alert
people that the email was sent from a mail server that’s not explicitly
authorized to send mail for that domain.  Add SPF and DKIM records for the
sending domain (from domain).

Also…  I’d use these headers instead of the Sender header:

From:  "Some Friendly Name" 
Subject: {$Ticket->Subject}
RT-Attach-Message: yes

-- 
Landon Stewart :: lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932

[rt-users] RT sending emails on behalf of

[mamir]

Hi,
This is how the email looks like in Outlook sent by RT (4.2.1):
rt-...@rt-dev.org on behalf of t...@rt-dev.org 
Greetings,
bla bla bla

Here is my Autoreply template:
Sender: rt-dev 
Subject: {$Ticket->Subject}
RT-Attach-Message: yes

How can I get rid of  "rt-...@rt-dev.org on behalf of" so only the
t...@rt-dev.org appears in email.
Thanks
 



--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/RT-sending-emails-on-behalf-of-tp56137.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] RT-Extension-Assets link

[Jim Brandt]

On 12/18/13 2:01 PM, JZ wrote:

I am trying to figure out the best way to get a link created to an asset
at the time a ticket is created.  I am using RT-Extension-Assets in RT
4.2, and am having trouble finding information regarding this extension
and doing what I want to do.  I am having trouble making the connection
from the requester to the asset.  I am hoping somebody can give me an
idea how to proceed.


If you're working with the new RT-Extension-Assets release candidate 
mentioned here:


http://blog.bestpractical.com/2013/09/rt-420rc5-released-assets-extension.html

then there are a few ways. The easiest is to search for the asset first. 
Then from the asset display page the Actions menu has a "Create linked 
ticket" action that will handle the linking.


If you already have a ticket, you can go to the links page and in Refers 
To (or other) type "asset:4" and it will link to asset with the id 4.


As for connecting the requestor to the asset, they will likely have a 
role on the asset like "Held By". If you add the UserAssets portlet to 
the User Summary page, the assets will show up there. Details on this 
config are in the README.


We'll have more docs when the official release comes out.


--

Re: [rt-users] Chart and Show Results not showing correct query

[Jim Brandt]

On 12/19/13 4:22 AM, Richard McMahon wrote:


I meant to say that we are using RT 4.0.17.


I'm not completely clear on the issue you're seeing, but we did fix a 
bug with the subnav links:


https://github.com/bestpractical/rt/commit/c1db68602

It's a simple patch.

Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2

[Rainer Duffner]

Am Fri, 20 Dec 2013 10:29:02 -0500
schrieb Kevin Falcone :

> On Wed, Dec 18, 2013 at 06:00:14PM -0800, Tim Gustafson wrote:
> > > Something thinks you have perl 5.18.
> > > Is the perl outside the jail also 5.16?
> > 
> > I believe its 5.16, but what difference should that make?  The jail
> > has no access to view any aspect of the root system.
> 
> He's asking because your original error message says 5.18
> 
> [Tue Dec 17 11:42:38 2013] [error] [client 128.114.49.22] Can't
> locate RT/Action/SendEmail.pm in @INC (you may need to install
> the RT::Action::SendEmail module) (@INC
> contains: /usr/local/share/rt40/lib   
>   
>
> /usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib  
>   
>  
> /usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib 
>   
>  
> /usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN  
>   
>  
> /usr/local/lib/perl5/site_perl/5.18/mach  
>   
>  
> /usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local)
>   
>  
> at /usr/local/lib/perl5/site_perl/5.18/RT/Interface/Web/Handler.pm
>   
>  
> line 181.\n 
> 
> The error "Can't locate RT/Action/SendEmail.pm" can indicate lack of
> file on filesystem, but it could also mean that RT couldn't load
> dependencies.
> 
> I'm going to guess you're using a mod_perl built against a perl-5.18
> which causes different site_libs to be searched.



According to Tim, he has build everything from source - which would
make this error-messages even more puzzling.

As I said, anybody doing anything serious with FreeBSD these days should
switch to pkgng. Yesterday.

My remark about perl 5.18 outside the jail does not make much sense,
admittedly.

Re: [rt-users] Remove Message

[Bryon Baker]

Thanks for the response Kevin.

This is happening when  RT creates users from incoming emails.

I am also using the external auth plugin.  Where in the config would I equate 
name to email address?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, December 20, 2013 9:49 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message

On Thu, Dec 19, 2013 at 06:28:24PM +, Bryon Baker wrote:
>I would like to get rid of the following message
> 
>User could not be created: Must specify 'Name' attribute
> 
>This happens when trying to create users and on some emails when the auto 
> create is enabled.
> 
>Can someone give me a little direction to get rid of this?

This is an error, RT users must have a username (a unique username).

I don't know how you're autocreating users, but you may wish to emulate what RT 
does with users created via email and set Name equal to the email address as 
well as EmailAddress equal to the email.

-kevin

Re: [rt-users] Upgrade problems (seems to be between 4.0.18 and 4.1.0)

[James Craig]

On Fri, 20 Dec 2013, Kevin Falcone wrote:


On Fri, Dec 20, 2013 at 09:57:37AM -0500, James Craig wrote:


I am in the process of doing a long-needed upgrade, but have hit
a stumbling block.  Any help would be appreciated!
Processing 4.1.0
Now inserting data.
Couldn't finish 'upgrade' step.

ERROR: One of initial functions failed: Can't call method "Content" on an
undefined value at ./etc/upgrade/4.1.0/content line 35, <> line 18.


This implies you don't have a default homepage setting.
I'm not sure how the front page of your RT works without it
(presumably all of your privileged users have a customized one, but
you must have errors when adding new privileged users who log in for
the first time).



With our very old version, we didn't have any errors of any sort that
I saw or was aware of.
(the hardware we were running died, and so we opted to
 do an upgrade of hardware and software, hoping to import a
 cold file of the database)

I was hoping that getting it to upgrade from our version would put
stuff that was missing into place.



Examine the results of
select id, Name, Description, Creator from Attributes where Name like 
'%HomepageSettings%';

using sbin/rt-attributes-viewer as needed to peek inside those that
exist.

The upgrade script expects that one exists at the system, not user
level, it would look like this:

6 | HomepageSettings | HomepageSettings |   1



I will admit that I do very little database stuff; It'll take me a
bit of time to figure this out.

Thank you for the quick response!


James Craig

--
James Craig, Department of Computer Science, RIT
102 Lomb Memorial Drive, Rochester, NY 14623
mailto:j...@cs.rit.edu, voice: (585) 475-5254

CONFIDENTIALITY NOTE: The information transmitted, including attachments, is
intended only for the person(s) 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 received this in error, please contact the sender and
destroy any copies of this information.

Re: [rt-users] Remove Message

[Kevin Falcone]

On Thu, Dec 19, 2013 at 06:28:24PM +, Bryon Baker wrote:
>I would like to get rid of the following message
> 
>User could not be created: Must specify 'Name' attribute
> 
>This happens when trying to create users and on some emails when the auto 
> create is enabled.
> 
>Can someone give me a little direction to get rid of this?

This is an error, RT users must have a username (a unique username).

I don't know how you're autocreating users, but you may wish to
emulate what RT does with users created via email and set Name equal
to the email address as well as EmailAddress equal to the email.

-kevin


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Description: PGP signature

Re: [rt-users] Incoming mail with .eml attachments

[Kevin Falcone]

On Thu, Dec 19, 2013 at 01:52:11PM +0100, Marius Flage wrote:
> We have a security queue where we want our users to forward suspicious
> emails to. We want them to forward the eml file itself, so we can get
> the whole email message, including headers and attachments. The problem
> is that RT tries to parse this and then embeds the contents into the
> ticket instead of adding it as a attachment. This means that the
> important part of the forwarded messages, namely the headers, are
> stripped away.

You really have to provide a sample email with complete mime structure
for anyone to comment.

It doesn't have to contain malicious contents, but it does have to
show how your users attach eml files.

-kevin


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Re: [rt-users] Upgrade problems (seems to be between 4.0.18 and 4.1.0)

[Kevin Falcone]

On Fri, Dec 20, 2013 at 09:57:37AM -0500, James Craig wrote:
> 
> I am in the process of doing a long-needed upgrade, but have hit
> a stumbling block.  Any help would be appreciated!
> Processing 4.1.0
> Now inserting data.
> Couldn't finish 'upgrade' step.
> 
> ERROR: One of initial functions failed: Can't call method "Content" on an
> undefined value at ./etc/upgrade/4.1.0/content line 35, <> line 18.

This implies you don't have a default homepage setting.
I'm not sure how the front page of your RT works without it
(presumably all of your privileged users have a customized one, but
you must have errors when adding new privileged users who log in for
the first time).

Examine the results of
select id, Name, Description, Creator from Attributes where Name like 
'%HomepageSettings%';

using sbin/rt-attributes-viewer as needed to peek inside those that
exist.

The upgrade script expects that one exists at the system, not user
level, it would look like this:

 6 | HomepageSettings | HomepageSettings |   1

-kevin


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Re: [rt-users] Check boxes - simplified recipient list - broken

[Kevin Falcone]

On Thu, Dec 19, 2013 at 11:07:03AM +0100, Bart wrote:
>1) One-time CC/BCC check boxes
>With my upgraded installation these were broken.

This implies you did your upgrade improperly, either you didn't clear
the mason cache or you have a local customization that copied the
broken code and served it instead.  I'm deleting and ignore this part.

>2) simplified recipient list
> 
>In addition to the above I have a problem with the simplified recipient 
> list.
>Since it's simple to understand this is the default I serve to our RT 
> users.
> 
>By default it selects the people linked to a ticket (requestor/cc) and 
> when sending emails to
>them it all just works.
> 
>The problem however is that when you want to "uncheck" a person, that it 
> still sends e-mails
>to that person... Even when unchecking all people, entering 1 new person 
> in the one-time cc,
>it would send an e-mail to everyone including the one-time cc person

I'm surprised you didn't notice the JS error in your browser console
which is the source of this bug.  I'll be forwarding your report along
to the bug tracker.

>Due to having to check the RT outgoing mail records I've noticed a layout 
> issue, the header is
>overlapping with the actual e-mail record making it sometimes impossible 
> to read the CC field.
> 
>I've done this simple, but not so nice, hack to properly show the e-mail 
> record so that all
>e-mail headers are viewable:
> 
>mkdir -p /opt/rt4/local/html/Ticket/
>cp /opt/rt4/share/html/Ticket/ShowEmailRecord.html
>/opt/rt4/local/html/Ticket/ShowEmailRecord.html
>nano -w /opt/rt4/local/html/Ticket/ShowEmailRecord.html
> 
>Change the following:

This was fixed on 4.2-trunk with CSS rather than adding in some s
You can download and apply 1ed7b0181cce7f39c6057f9cec9106eadb0fa06a

-kevin


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Re: [rt-users] apache segfaults with 4.2

[Kevin Falcone]

Don't reply to me directly, please obey the Reply-To that I set.

On Mon, Dec 16, 2013 at 09:21:06AM +0100, Marko Cupać wrote:
> on restart  when I comment out rt-related sections. There were no
> segfaults before upgrade to 4.2.

Try commenting out the SSL settings and see if Apache will start up
with RT but without SSL.

Alternatively, this is almost certainly some sort of shared library
conflict and you can work around it by running RT with fastcgi instead
of mod_perl.

Please test the SSL thing before switching to fastcgi though.

-kevin

> Here's relevant apache config:
> 
> 
>ServerName server.example.com
>Redirect permanent / https://server.example.com/
> 
> 
> 
> 
>ServerName server.example.com
>DocumentRoot /usr/local/www/wordpress
>
>SSLEngine on
>SSLProtocol all -SSLv2
>SSLCipherSuite HIGH:MEDIUM
>SSLCertificateFile "/etc/ssl/certs/server.crt"
>SSLCertificateKeyFile "/etc/ssl/certs/server.key"
> 
>
>   Options FollowSymLinks
>   AllowOverride All
>   Order Allow,Deny
>   Allow from all
>
> 
>Alias /dbadmin /usr/local/www/phpMyAdmin
> 
>
>   Options none
>   AllowOverride Limit
>   Order Allow,Deny
>   Allow from all
>
> 
>Alias /tiketing /usr/local/share/rt42/html
> 
>
>   Options FollowSymLinks
>   AllowOverride All
>   Order allow,deny
>   Allow from all
>
> 
>
>   AddDefaultCharset UTF-8
>   SetHandler modperl
>   PerlResponseHandler Plack::Handler::Apache2
>   PerlSetVar psgi_app /usr/local/sbin/rt-server
>
> 
>
>   use Plack::Handler::Apache2;
>   Plack::Handler::Apache2->preload("/usr/local/sbin/rt-server");
>
> 
>Alias /racktables /usr/local/www/racktables/wwwroot
> 
>
>   Options Indexes FollowSymlinks MultiViews
>   AllowOverride Limit
>   Order Allow,Deny
>   Allow from all
>
> 
> 
> 


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Re: [rt-users] RT 4.2 Segfaults on FreeBSD 9.2

[Kevin Falcone]

On Wed, Dec 18, 2013 at 06:00:14PM -0800, Tim Gustafson wrote:
> > Something thinks you have perl 5.18.
> > Is the perl outside the jail also 5.16?
> 
> I believe its 5.16, but what difference should that make?  The jail
> has no access to view any aspect of the root system.

He's asking because your original error message says 5.18

[Tue Dec 17 11:42:38 2013] [error] [client 128.114.49.22] Can't locate  

 
RT/Action/SendEmail.pm in @INC (you may need to install the 

 
RT::Action::SendEmail module) (@INC contains:   

 
/usr/local/share/rt40/lib   

 
/usr/local/share/rt40/plugins/RT-Authen-ExternalAuth/lib

 
/usr/local/share/rt40/plugins/RT-Extension-MergeUsers/lib   

 
/usr/local/lib/perl5/site_perl/5.18 /usr/local/lib/perl5/5.18/BSDPAN

 
/usr/local/lib/perl5/site_perl/5.18/mach

 
/usr/local/lib/perl5/5.18/mach /usr/local/lib/perl5/5.18 . /usr/local)  

 
at /usr/local/lib/perl5/site_perl/5.18/RT/Interface/Web/Handler.pm  

 
line 181.\n 

The error "Can't locate RT/Action/SendEmail.pm" can indicate lack of
file on filesystem, but it could also mean that RT couldn't load
dependencies.

I'm going to guess you're using a mod_perl built against a perl-5.18
which causes different site_libs to be searched.

-kevin


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[rt-users] Upgrade problems (seems to be between 4.0.18 and 4.1.0)

[James Craig]

I am in the process of doing a long-needed upgrade, but have hit
a stumbling block.  Any help would be appreciated!




/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
--action upgrade --prompt-for-dba-password
In order to create or update your RT database, this script needs to connect to
your  mysql instance on localhost (port '') as root
Please specify that user's database password below. If the user has no database
password, just press return.

Password: Working with:
Type:   mysql
Host:   localhost
Port:
Name:   rt3
User:   root
DBA:root
Enter RT version you're upgrading from: 3.8.7

Going to apply following upgrades:
* 3.8.8
* 3.8.9
* 3.9.1
* 3.9.2
* 3.9.3
* 3.9.5
* 3.9.6
* 3.9.7
* 3.9.8
* 4.0.0rc2
* 4.0.0rc4
* 4.0.0rc7
* 4.0.1
* 4.0.3
* 4.0.4
* 4.0.6
* 4.0.9
* 4.0.12
* 4.0.13
* 4.0.18
* 4.1.0
* 4.1.1
* 4.1.4
* 4.1.5
* 4.1.6
* 4.1.7
* 4.1.8
* 4.1.9
* 4.1.10
* 4.1.11
* 4.1.12
* 4.1.13
* 4.1.14
* 4.1.15
* 4.1.16
* 4.1.17
* 4.1.18
* 4.1.19
* 4.1.20
* 4.1.21
* 4.1.22
* 4.1.23
* 4.2.1

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades:

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP
Proceed [y/N]:y
Processing 3.8.8
Now inserting data.
Processing 3.8.9
Now inserting data.
[7072] [Thu Dec 19 21:15:26 2013] [warning]: Use of uninitialized value in
string eq at /local/linroot/rt-4.2.1/sbin/../lib/RT/Template.pm line 750, <>
line 4. (/local/linroot/rt-4.2.1/sbin/../lib/RT/Template.pm:750)
[7072] [Thu Dec 19 21:15:26 2013] [warning]: Use of uninitialized value in
string eq at /local/linroot/rt-4.2.1/sbin/../lib/RT/Template.pm line 750, <>
line 4. (/local/linroot/rt-4.2.1/sbin/../lib/RT/Template.pm:750)
Processing 3.9.1
Now inserting data.
Processing 3.9.2
Now inserting data.
Processing 3.9.3
Now populating database schema.
Processing 3.9.5
Now populating database schema.
Processing 3.9.6
Now populating database schema.
Processing 3.9.7
Now populating database schema.
Now inserting data.
Processing 3.9.8
Now populating database schema.
Now inserting data.
Processing 4.0.0rc2
Now populating database schema.
Processing 4.0.0rc4
Now populating database schema.
Processing 4.0.0rc7
Now inserting data.
Processing 4.0.1
Now inserting data.
[7072] [Thu Dec 19 21:15:44 2013] [error]: Invalid right. Couldn't canonicalize
right 'DelegateRights' (/local/linroot/rt-4.2.1/sbin/../lib/RT/ACE.pm:456)
[7072] [Thu Dec 19 21:15:44 2013] [error]: Invalid right. Couldn't canonicalize
right 'DelegateRights' (/local/linroot/rt-4.2.1/sbin/../lib/RT/ACE.pm:456)
[7072] [Thu Dec 19 21:15:44 2013] [error]: Invalid right. Couldn't canonicalize
right 'DelegateRights' (/local/linroot/rt-4.2.1/sbin/../lib/RT/ACE.pm:456)
Processing 4.0.3
Now inserting data.
Processing 4.0.4
Now inserting data.
Processing 4.0.6
Now populating database schema.
Now inserting data.
Processing 4.0.9
Now inserting data.
Processing 4.0.12
Now populating database schema.
Processing 4.0.13
Now populating database schema.
Processing 4.0.18
Now inserting data.
Processing 4.1.0
Now inserting data.
Couldn't finish 'upgrade' step.

ERROR: One of initial functions failed: Can't call method "Content" on an
undefined value at ./etc/upgrade/4.1.0/content line 35, <> line 18.


make: *** [upgrade-database] Error 255




James Craig



--
James Craig, Department of Computer Science, RIT
102 Lomb Memorial Drive, Rochester, NY 14623
mailto:j...@cs.rit.edu, voice: (585) 475-5254

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destroy any copies of this information.

Re: [rt-users] RT 3.8.8: Which users have privileges on which queues?

[Andy Harrison]

I have something you can probably use, if you promise not to laugh...  ;)
It's really not ready for human consumption, just something I banged out a
while back to basically do what you're asking.  Though it doesn't enumerate
all the way down to the user level, just to the group level.  I haven't
ever assigned any rights at the user level so this isn't an issue for me.

Just run it all by itself and (depending on your rt size) you'll get a
giant, fixed width matrix of all the queues with group names and right
names.

You can search for specifics with the commandline options (--groups
--queues --rights) but they have have to be exact, case sensitive matches.

It might be more presentable if you did a fixed width import into a
spreadsheet.  Otherwise I wouldn't view it without piping the results to
'less -niS' because line wrap makes it pretty useless.

I *think* it will probably work with 3.8.8.  I didn't get cute or anything,
it's just using the standard api methods.

I at least stripped out most of the cruft and checked it in at
https://github.com/AHinMaine/bin/blob/master/rt_rights.pl



Here's at least one example:

$ sudo /perl/bin/perl rt_rights.pl --queues 'Tech Support' Outages 'NOC -
General' --groups NetOps NOC Users --rights CreateTicket DeleteTicket
Queue  Group   CreateTicket  DeleteTicket
-  --    
NOC - General  NetOps
NOC - General  NOC 1
NOC - General  Users
OutagesNetOps
OutagesNOC 1
OutagesUsers
Tech Support   NetOps
Tech Support   NOC 1
Tech Support   Users



-- 
Andy Harrison
public key: 0x67518262


On Fri, Dec 13, 2013 at 11:36 AM, John Miller  wrote:

> Hello everyone,
>
> We're running RT 3.8.8 (yes, I know it's old).  We're managing our
> group and queue privileges via RT itself, rather than LDAP.  How can we
> generate a report that shows us per queue which users have rights?
>
> I dug through the database schema for about an hour; decided it was better
> to ask than to keep digging.
>
> John
> --
> John Miller
> Systems Engineer
> Brandeis University
> johnm...@brandeis.edu
> (781) 736-4619
>

Re: [rt-users] Lifecycle : Reply Action changes the status

[Kriegers Horst]

Jim,

Thank you for your answer.
I’ve disabled this scrip and all is OK.

Horst



De : Jim Berry [mailto:jim.h.be...@frb.gov]
Envoyé : jeudi 19 décembre 2013 17:10
À : Kriegers Horst; 'ML - rt-users'
Objet : RE: Lifecycle : Reply Action changes the status

Horst,

Almost for sure you are running the  scrip “On Correspond Open Tickets”.You 
could disable this scrip entirely.  You could then (optionally) write your own 
condition which ignores tickets which have a certain status.  For example, we 
want the Open Tickets On Correspond action to take place only under this user 
defined condition:

# Check for Transaction is Correspond and Ticket Status = "new"
# Otherwise a Correspond will leave status as is.
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return ($trans->Type eq "Correspond" && $ticket->Status eq "new");


Jim

From: 
rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kriegers Horst
Sent: Thursday, December 19, 2013 9:46 AM
To: 'ML - rt-users'
Subject: [rt-users] Lifecycle : Reply Action changes the status

Hello,

I’ve created a new Lifecyle with 2 new status “To test” and “Tested”
When a ticket's status is set to “To test” or “Tested” and I use the “Reply” 
action, the status will change automatically to “Open” instead of staying on 
"To test" or "Tested"

Here my lifecycle definition :

Set(%Lifecycles,
igs => {
## Cycle de vie pour file file IGS
initial => [ 'new' ],
active  => [ 'open', 'stalled', 'ToTest', 'IsTested' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],

# Default order statuses for certain actions
defaults => {
on_create => 'new',
},


# Transitions d'un statut vers un autre
transitions => {
''   => [qw(new open resolved)],

# from   => [ to list ],
new  => [qw(open ToTest IsTested stalled resolved rejected 
deleted )],
open => [qw(new ToTest IsTested stalled resolved rejected 
deleted )],
stalled  => [qw(open ToTest rejected resolved deleted )],
resolved => [qw(open ToTest rejected deleted )],
rejected => [qw(new open ToTest resolved deleted )],
deleted  => [qw(open ToTest stalled rejected resolved )],
ToTest   => [qw(open stalled rejected resolved IsTested)],
IsTested => [qw(open stalled rejected resolved ToTest)],
},

# Actions
actions => [
'new -> ToTest'=> { label  => 'ToTest',   update => 
'Comment' },
'open -> ToTest'   => { label  => 'ToTest',   update => 
'comment' },
'ToTest -> IsTested'   => { label  => 'IsTested', update => 
'Comment' },
'IsTested -> resolved' => { label  => 'Resolve',  update => 
'Respond' },
'IsTested -> ToTest'   => { label  => 'ToTest',   update => 
'Comment' },
],
},

# Status mapping
__maps__ => {
'default -> igs' => {
'new'  => 'new',
'open' => 'open',
'stalled'  => 'stalled',
'resolved' => 'resolved',
'rejected' => 'rejected',
'deleted'  => 'deleted',
},
'igs -> default' => {
'new'  => 'new',
'open' => 'open',
'stalled'  => 'stalled',
'resolved' => 'resolved',
'rejected' => 'rejected',
'deleted'  => 'deleted',
'ToTest'   => 'open',
'IsTested' => 'open',
},

},


);



Thanks a lot,
Horst



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