Re: [rt-users] Ticket Links missing post upgrade/conversion to Oracle 4.2.11.

[Aaron Guise]

Hi Greg,

This certainly sounds like a mismatch as Maik suggested.   This happens
when I refresh my test/dev instance of RT from production also.

I then run the rt-validator over the database and this corrects all the
mismatched links.  This is needed as I use the server hostname as the
Organization and this does differ between environments.

I simply import the database and then execute /opt/rt4/sbin/rt-validator
--check --resolve --force

Once that is completed all ticket links are working again.

*Regards,*

*Aaron Guise*




*   07 850 3231 027 704 5306 aa...@guise.net.nz   *
  <http://nz.linkedin.com/pub/aaron-guise/35/953/b86>


On Wed, Oct 14, 2015 at 3:23 AM, Hummer, Greg  wrote:

> Good morning, Maik.
>
> My technical team checked our production RT and found the $organization
> variable. It appeared to be correct, however, they were unsure what you
> meant when you said (*It must fit to the values of field "base" and
> "target" in table "links"*)*.*
>
>
>
> Can you provide more directions on what you meant? The more specific you
> can be, the better it would be for my non-Request Tracker DBA's.
>
>
>
> Some additional information: we have a stage server that is currently
> running the same version of request tracker (4.2.11 Oracle). It is a copy
> of our production database from a few months ago. It is showing the ticket
> links and has the same $Organization variable as the production account.
>
>
>
> Thanks for the help!
>
> Greg
>
> 
> From: rt-users [rt-users-boun...@lists.bestpractical.com] on behalf of
> Maik Nergert [maik.nerg...@uni-hamburg.de]
> Sent: Friday, October 09, 2015 2:12 AM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Ticket Links missing post upgrade/conversion to
> Oracle 4.2.11.
>
> Hey Greg,
>
> please check if your $Organization variable is set in RT_SiteConfig.pm
> It must fit to the values of field "base" and "target" in table "links"
>
> If your code snipped is correct then
> Set( $Organization, 'example.com' );
>
>
> best
> Maik
>
>

Re: [rt-users] Tree queue

[Aaron Guise]

Sounds very intriguing to me too.  So color me interested :)

*Regards,*

*Aaron Guise*




*   07 850 3231 027 704 5306 aa...@guise.net.nz   *
  <http://nz.linkedin.com/pub/aaron-guise/35/953/b86>


On Wed, Jul 29, 2015 at 3:39 AM, Emmanuel Manganneau <
emangann...@easter-eggs.com> wrote:

> Hi,
>
> I've wrote a bit of code in order to have inheritance in queues;
> this could help you having hundreds of queues and manage them by using a
> tree.
>
> Tell me if you're interested.
> Things inherited :
> - CF,
> - group rights,
> - templates.
>
> Not inherited (but could be, actually it's a choice) : scrips
>
> Le 17/06/2015 08:37, Alain Le Drezen a écrit :
>
>> Hi,
>>
>> Is there a way to create tree queue.
>> We will have to manage hundreds of queue and we realy need a tree.
>>
>> Thank's for your answer.
>>
>> Alain
>>
>>
>>
> --
> Easter-eggs  Spécialiste GNU/Linux
> 44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
> Phone: +33 (0) 1 43 35 00 37-   Fax: +33 (0) 1 43 35 00 76
> emangann...@easter-eggs.com -   http://www.easter-eggs.com
>

Re: [rt-users] Help with Scrip for child / dependent tickets

[Aaron Guise]

Hi Jon,

I had a similar requirement I suppose.   I had an original (Parent) ticket
and this ticket has two dependent tickets at a certain stage before
proceeding down the rest of the workflow.   I achieved this requirement by
having a scrip running when the dependent tickets are completed to check
whether the other dependent is closed and if it is then to progress the
parent ticket status.  I think effectively it is probably the same general
thing you are trying to do.

This is the custom action from my scrip.

my $CurrentUser =
   RT::CurrentUser->new( $self->TransactionObj->Creator );
# Put actions in scope of our user
my $Ticket =
   new RT::Ticket($CurrentUser);# New ticket object
$Ticket
   ->load( $self->TicketObj->id );
my $MemberOf =
  $self->TicketObj->DependedOnBy;# Find the Parent Ticket Identifier.
my $Link   = $MemberOf->Next; # Get the Link for Parent
Object.
my $Parent = new RT::Ticket($CurrentUser);# New Parent ticket object
$Parent->load( $Link->BaseObj->id );
my $Queue = $Parent->QueueObj;

my $children = new RT::Tickets( $CurrentUser );
  $children->LimitDependedOnBy ($Parent->id);

my $complete = 0;

while (my $child = $children->Next){
if ($child->Status eq 'Completed'){
$complete = $complete + 1;
}
}

if ( $complete == 2 ) {
# Both tickets are completed so we can progress
$Parent->SetStatus('In Progress-Allocate Resources');
$Parent->Comment( 'Content' => 'Design/Consent phase completed');
}

--
Regards,

Aaron

On Sat, May 9, 2015 at 2:03 AM Jon Witts  wrote:

> Hi there,
>
> We are wanting to have a scrip run on our queues which will move a ticket
> back to the "open" state if all of its child and dependent tickets are
> closed (resolved, rejected or deleted).
>
> I have found Ruslan's scrip which opens a ticket once all of its child
> tickets are closed here on the wiki:
> http://requesttracker.wikia.com/wiki/OpenTicketOnAllMemberResolve which
> works great. However we have tried to edit this to work on depending /
> dependent tickets but cannot get it working. Here is the scrip, can anyone
> see what we are missing?
>
> 
>
> # end if setting this ticket to "resolved, deleted or rejected"
> return 1 if ($self->TransactionObj->NewValue !~
> /^(?:resolved|deleted|rejected)$/);
>
>   # current ticket is a dependant of (Depended on by some parents)
>   my $DependedOnBy = $self->TicketObj->DependedOnBy;
>   while( my $l = $DependedOnBy->Next ) {
> # we can't check non local objects
> next unless( $l->TargetURI->IsLocal );
> # if dependant ticket is not in active state then scrip can skip it
> next unless( $l->TargetObj->Status =~
> /^(?:new|open|stalled|pending|planning|holiday)$/ );
>
> # the dependant ticket has dependencies (current ticket is one of them)
> my $ds = $l->TargetObj->DependsOn();
>
> my $flag = 0;
> while( my $d = $ds->Next ) {
>   next unless( $d->BaseURI->IsLocal );
>   next unless( $d->BaseObj->Status =~
> /^(?:new|open|stalled|pending|planning|holiday)$/ );
>   $flag = 1;
>   last;
> }
> # shouldn't open dependant if some dependency is active
> next if( $flag );
> # All dependent tickets closed - open depending ticket
> $l->TargetObj->SetStatus('open');
>   }
>
> return 1;
>
> --
>
> Once we can get this scrip working we would ideally like a single scrip
> which will check all tickets on status change to see if it has a parent or
> depending ticket; and then if all child or dependent tickets for its parent
> are closed, to reopen the parent...
>
> Any help greatly received!
>
> Jon
>
>
> -
>
> Jon Witts
> Director of Digital Strategy
> Queen Margaret's School
> Escrick Park
> York YO19 6EU
>
> Telephone: 01904 727600
> Fax: 01904 728150
>
> Website: www.queenmargarets.com
>
>
> This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net
>
>

Re: [rt-users] store data in flat files

[Aaron Guise]

Hi Marc,

You can create actions and conditions in Flat files ( See
http://requesttracker.wikia.com/wiki/WriteCustomAction#From_.22User_Defined.22_to_a_module
)

I don't believe you can do this with templates though.

A sidenote too you still have to add relevant entries to the database in
order to use Conditions and Actions in Scrips.


On Thu, May 7, 2015 at 2:45 AM Marc Chantreux  wrote:

> hello people,
>
> i would like to store (or sync from) the scrips, conditions and
> templates into files instead of databases. is there a way to do that?
>
> regards
> --
> Marc Chantreux,
> Mes coordonnées: http://annuaire.unistra.fr/chercher?n=chantreux
> Direction Informatique, Université de Strasbourg (http://unistra.fr)
> "Don't believe everything you read on the Internet"
> -- Abraham Lincoln
>

Re: [rt-users] Cannot get JumpToFrontPageOnTicketResolve to work.

[Aaron Guise]

Hi,

That scrip does not work. Scrips work in the background and the redirection
needs to happen client side/browser.

I got around this by customising the RT mason elements adding code to check
the actions list for the change I needed to act on. Once upon a time anyway.

--
Aaron
On Fri, 24 Apr 2015 at 12:25 am Johan Sundström 
wrote:

>  I have followed this:
> http://requesttracker.wikia.com/wiki/JumpToFrontPageOnTicketResolve
> See attachment for my conf.  But nothing is happening when i resolve a
> ticket.
> If i check the source of the page after a resolve, the meta-string is not
> inserted at all.
>
>  Using RT 4.2.10, is this script not compatible?
>
>  Regards
>
>  *Johan Sundström* / IT-Ansvarig
> Västerbottens museum
> www.vbm.se
>

Re: [rt-users] RT rights

[Aaron Guise]

I am pretty sure that owners must be privileged. Just owning the ticket is
not very useful. The owner should operate on the ticket eg change status
which requires further rights.

Unsure why an unprivileged user should need to be a ticket owner anyway. I
have never encountered such a use case.

Maybe you can provide some more detail around what you are trying to
achieve.

--
Regards,

Aaron
On Fri, 24 Apr 2015 at 6:14 am ABD EL MALEK BOUBARNOUS <
abdelmalekboubarn...@student.emi.ac.ma> wrote:

> Hi everyone,
>
>  I would like to know how to enable an unprivileged user to
> be assigned tickets.
>
>   Although I'm giving the 'OwnTicket' right to  the unprivileged group I
> can't see the name of the unprivileged user in dropdown list for theowner
> field when creating a new ticket. can you please tell what I did wrong
>
> Thanks in advance,
>

Re: [rt-users] Cannot Login to RT

[Aaron Guise]

Most common cause of this error I find is when I have made typo in
RT_SiteConfig like forgetting a semi-colon or comma.

You will need to look in the web server logs for the actual cause as others
before me indicated.

--
Regards,

Aaron
On Sat, 18 Apr 2015 at 4:37 am Sam Maher 
wrote:

> Hi,
>
> Is this a fresh install or have you updated the server?
>
> If so it might be a problem with the virtual hosts. I had this problem and
> can't remember what I changed. I will have a dig when I'm next at a
> computer.
>
> Also looking in the apache logs might have the answer.
>
> Sam
>
>
>
> *Sam Maher* - IT Technician
>
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>
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>
> Lawson Lewis Blakers reserves the right to monitor or record e-mails for
> any purpose allowed by prevailing legislation.
>

Re: [rt-users] Ticket history view: toggle all, comments / correspondence

[Aaron Guise]

The RT::Extension::HistoryFilter will do what you want.   I use that in
it's default config to minimize the noise shown in the main ticket
history.   All other things e.g Custom Field Changes are only viewable by
the History Tab.

Works really well.

--
Regards,

Aaron

On Fri, Apr 17, 2015 at 9:06 AM Karres, Dean  wrote:

>  Hi,
>
>
>
> We hope to replace an ancient, homegrown ticketing system with RT.  There
> is a feature in the old system that my boss hopes is available in RT.  This
> is the idea of a “worklog”.  Not every queue or ticket will require such a
> thing.  It might be possible that the “Comments” in RT will suffice.  Is it
> possible to look a ticket’s History and see ONLY the comments?  It doesn’t
> look like it but I have missed other obvious stuff recently.
>
>
> I have seen the History Filter and Brief History extensions but I do not
> see how they work really.  I am not sure they really apply here.  I looked
> at creating a custom Search that would perhaps display the concatenated
> comment thread for each ticked in a queue but how to do that was not
> obviousBasically is it possible to toggle the History view for a
> tickets and see all the correspondence + comments; or only the
> correspondence; or only the comments?
>

Re: [rt-users] Login in unix

[Aaron Guise]

You cannot.  The users created in the Web UI are only for RT.  To login to *NIX 
you need to create the user at the OS level.

Of course you could do the user creation with a scrip once the user is created. 
 Not sure I would though as personally I prefer to closely control whom gets 
access to my systems.

--
Aaron
Date: Mon, 23 Feb 2015 13:06:23 -0800
From: sshgu...@ymail.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Login in unix

Hi
How can i login in unix with a user that is created in RT's web interface?  
  

Re: [rt-users] Disable creation of tickets via email

[Aaron Guise]

I 
> Date: Fri, 5 Dec 2014 14:14:42 +0100
> From: fredrik.ramb...@cdon.com
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Disable creation of tickets via email
> 
> Hi, everybody.
> 
> We run an old RT3 and we would like to change how users submit tickets.
> Today they mail in tickets. We want to force them to submit via a web
> form that then create the tickets with the required information.
> 
> They should be able to add correspondance to an existing ticket as usual.
> 
> I know how to make the webform thingy create tickets via CLI. I just
> want to disable ticket creation via email.
> 
> rt: "|/usr/sbin/rt-mailgate --queue 'General' --action correspond 
> 
> How can this be done?
> 
> [CDON.COM] 

Hi Fredrik, 

I would suggest removing the alias which pipes the mail to RT from your SMTP 
Server.  e.g Postfix,Exim or Sendmail.  That will stop all email getting 
through.

--
Regards, 

Aaron
  

Re: [rt-users] Move web port

[Aaron Guise]

 

Yes, 

You need to add another LISTEN Directive to httpd.conf. At
the moment it will be a single LISTEN 80. You'd need to add 8080 and
then configure a virtualhost similar to this. 

Mind it may need a bit
of tweaking as only bashed that out from memory. 



ServerName www.example.com:8080
 Redirect 301 /
http://www.example.com/


---

REGARDS,

AARON GUISE


aa...@guise.net.nz

On 2013-04-03 11:26, John Buell wrote: 

> Right,
except that I've already "released it to the public" with 8080, so I was
just trying to find a quick way to do a redirect. A second VirtualHost
listening on 8080 and serving a single web page with a redirect to 80
would seem to me to be the way to do it, or is there another way? 
> 
>
John Buell 
> 
> Systems Administrator 
> 
> Country Samper LLC 
> 
>
(630) 762-7806 
> 
> FROM: Aaron Guise [mailto:aa...@guise.net.nz] 
>
SENT: Tuesday, April 02, 2013 5:11 PM
> TO: John Buell
> SUBJECT: Re:
[rt-users] Move web port 
> 
> Hi John, 
> 
> The general idea is that
you would configure a virtualhost on apache as per the guides. This
would then be listening on port 80 by default. You would then shutdown
the built in/standalone server you are currently running on port 8080.
This would then mean you can access your RT on port 80 via Apache once
your vhost is setup correctly. 
> 
> --- 
> 
> REGARDS,
> 
> AARON
GUISE
> 
> aa...@guise.net.nz
>  
> 
> On 2013-04-03 11:06, John Buell
wrote: 
> 
>> I am using the Plack server, but if I'm reading everything
correctly, I should be disabling *THAT* and modify the Apache config
files to be doing the web service at port 80? Then I could use a
VirtualHost directive in an Apache config file on 8080 that redirects to
80, right?
>> 
>> John Buell
>> 
>> Systems Administrator
>> 
>> Country
Samper LLC
>> 
>> (630) 762-7806
>> 
>> -Original Message-
>>

>> From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
>> 
>> Sent: Tuesday, April 02, 2013 2:58 PM
>> 
>> To:
rt-users@lists.bestpractical.comSubject: Re: [rt-users] Move web port
>>

>> On Tue, Apr 02, 2013 at 06:33:30PM +, John Buell wrote:
>> 
>>>
I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a
point where I think I'd like to get rid of apache/apache2 and whatever
else might be running, and let rt run on port 80 (until now it's been on
port 8080). Is there a way to allow rt to listen on both, or redirect
traffic from 8080 to 80 after I shut down and disable apache?
>> 
>> How
are you running RT? Normally, RT runs in conjunction with apache.
>> 
>>
You certainly can run it standalone for small installs using just a
plack server. I suggest having a look at the deployment docs and
figuring out your current configuration.
>> 
>>
http://bestpractical.com/rt/docs/latest/web_deployment.html [1]
>> 
>>
-kevin
 

Links:
--
[1]
http://bestpractical.com/rt/docs/latest/web_deployment.html

Re: [rt-users] Still not getting all status changes/updates

[Aaron Guise]

 

The "No recipients found. Not sending." Message is caused from
memory where there are no recipients. For example you are the owner of
ticket and requestor also. RT by default will not notify the actor as
you already know what you did :). 

If this is the case then to test you
could logout and make an update with another account, root for example
and that should send the mail :) 
---

REGARDS,

AARON GUISE


aa...@guise.net.nz

On 2013-02-20 11:55, John Buell wrote: 

> I'm still
wondering if I'm missing something in Scrips or some other setting.
While the user gets a message when their ticket is created, whether via
the web interface or via email, when anything is done to the ticket,
they get no updates. The terminal window on the Ubuntu box is still
showing a lot of "No recipients found. Not sending." messages. I could
post another screenshot sample later if that'll help.
 

-- 
RT training in Amsterdam, March 20-21: 
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: 
https://www.surveymonkey.com/s/N23JW9T

Re: [rt-users] Could someone help a newb evaluating RT with email setup?

[Aaron Guise]

So what I think you need now is a smarthost to relay the mail back, we use this method in our setup.  This is simple by adding a line to the postfix main.cf.
relayhost = {exchangeserver}.{domain.com}:25
Replacing {exchangeserver} and {domain.com} with their correct values.  Restart Postfix and give it another try :)
---
Regards,Aaron Guise aa...@guise.net.nz     

On 2013-02-20 11:15, John Buell wrote:


Changed /etc/mailname and /etc/hostname and then….
 
Yes, postfix seems to be part of the problem – it was rejecting the messages relayed to r...@rt.countrysampler.com but has quit doing that after I changed main.cf. So this is progress! I’ve got tickets, I can send email to create new tickets, but I’m not getting replies to go anywhere when ownership of a ticket is changed or a ticket is marked resolved. Is there a procedure of going through the Scrips that I missed somehow?
 
Thanks for all the help Aaron!
 


From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Tuesday, February 19, 2013 3:37 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


 
ahhh,  check /etc/mailname 
I know postfix uses that to determine whether it will accept mail for that domain.  Exim is no doubt similar :) 
 
You should change that file to read  rt.countrysampler.com
 

---
Regards,Aaron Guiseaa...@guise.net.nz   

 
On 2013-02-20 10:31, John Buell wrote:


Oddly enough, I’m not getting any bounced messages, whether to the local root account, the account as defined in rt (stcad...@countrysampler.com) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt@localhost worked just fine. 
 
The system was using exim, I’m changing it to postfix.
 
I finally got this from Outlook:
Delivery has failed to these recipients or groups:
 
Request Tracker (r...@rt.countrysampler.com) Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.
The following organization rejected your message: csmaghpserver.
 
Diagnostic information for administrators:
 
Generating server: CSMAGEX1.us.ecc.ads
 
r...@rt.countrysampler.com csmaghpserver #554 5.7.1 <r...@rt.countrysampler.com>: Relay access denied ##
 
Original message headers:
 
Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600 Content-Type: multipart/mixed;     boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_" From: John Buell <jbu...@countrysampler.com> To: Request Tracker <r...@rt.countrysampler.com> Subject: Test Thread-Topic: Test Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg== Date: Tue, 19 Feb 2013 18:02:16 + Message-ID: <f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads> Accept-Language: en-US Content-Language: en-US X-MS-Has-Attach: X-MS-TNEF-Correlator: <f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads> x-originating-ip: [10.1.15.145] MIME-Version: 1.0
So I changed the entry in /etc/hosts from ‘csmaghpserver’ to ‘rt’
 


From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Tuesday, February 19, 2013 2:13 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


 
Hi John, 
What mail system have you got on the RT box?  Myself I use postfix as my preferred solution.  
Also when sending an email to any of the contacts you created do you get a bounce at all?  That information would be useful in solving this.
 
 

---
Regards,Aaron Guiseaa...@guise.net.nz   

On 2013-02-20 07:43, John Buell wrote:


Thanks Aaron, this was a huge step forward for me! I’ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I’m still not getting email. I’m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine:
 
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
 
If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I’m really liking this product and our managers seem pleased with it too.
 


From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Monday, February 18, 2013 9:05 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


 
I have put some furth

Re: [rt-users] Could someone help a newb evaluating RT with email setup?

[Aaron Guise]

ahhh,  check /etc/mailname 
I know postfix uses that to determine whether it will accept mail for that domain.  Exim is no doubt similar :) 
 
You should change that file to read rt.countrysampler.com
 
---
Regards,Aaron Guise aa...@guise.net.nz     

 
On 2013-02-20 10:31, John Buell wrote:


Oddly enough, I’m not getting any bounced messages, whether to the local root account, the account as defined in rt (stcad...@countrysampler.com) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt@localhost worked just fine. 
 
The system was using exim, I’m changing it to postfix.
 
I finally got this from Outlook:
Delivery has failed to these recipients or groups:
 
Request Tracker (r...@rt.countrysampler.com) Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.
The following organization rejected your message: csmaghpserver.
 
Diagnostic information for administrators:
 
Generating server: CSMAGEX1.us.ecc.ads
 
r...@rt.countrysampler.com csmaghpserver #554 5.7.1 <r...@rt.countrysampler.com>: Relay access denied ##
 
Original message headers:
 
Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600 Content-Type: multipart/mixed;     boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_" From: John Buell <jbu...@countrysampler.com> To: Request Tracker <r...@rt.countrysampler.com> Subject: Test Thread-Topic: Test Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg== Date: Tue, 19 Feb 2013 18:02:16 + Message-ID: <f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads> Accept-Language: en-US Content-Language: en-US X-MS-Has-Attach: X-MS-TNEF-Correlator: <f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads> x-originating-ip: [10.1.15.145] MIME-Version: 1.0
So I changed the entry in /etc/hosts from ‘csmaghpserver’ to ‘rt’
 


From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Tuesday, February 19, 2013 2:13 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


 
Hi John, 
What mail system have you got on the RT box?  Myself I use postfix as my preferred solution.  
Also when sending an email to any of the contacts you created do you get a bounce at all?  That information would be useful in solving this.
 
 

---
Regards,Aaron Guiseaa...@guise.net.nz   

On 2013-02-20 07:43, John Buell wrote:


Thanks Aaron, this was a huge step forward for me! I’ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I’m still not getting email. I’m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine:
 
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
 
If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I’m really liking this product and our managers seem pleased with it too.
 


From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Monday, February 18, 2013 9:05 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


 
I have put some further detail on the Request Tracker wiki @  http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
 

---
Regards,Aaron Guiseaa...@guise.net.nz   

 
On 2013-02-19 10:25, John Buell wrote:

I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address.
 
Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eigh

Re: [rt-users] Could someone help a newb evaluating RT with email setup?

[Aaron Guise]

 

Hi John, 

What mail system have you got on the RT box? Myself I use
postfix as my preferred solution. 

Also when sending an email to any of
the contacts you created do you get a bounce at all? That information
would be useful in solving this. 

---

REGARDS,

AARON GUISE


aa...@guise.net.nz

On 2013-02-20 07:43, John Buell wrote: 

> Thanks
Aaron, this was a huge step forward for me! I've got regular aliases for
correspond and comment aliases for comments on my RT box, a connector on
Exchange, contacts on Exchange, but I'm still not getting email. I'm not
sure what to look at, but if anyone has time to look at a few
screenshots, I posted a new gallery on a personal site of mine: 
> 
>
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 [1] 
>

> If, on the other hand, you need more information about my network
setup (since rt.countrysampler.com is only available within our
firewall), please let me know that too. So far I'm really liking this
product and our managers seem pleased with it too. 
> 
> FROM:
rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] ON BEHALF OF Aaron
Guise
> SENT: Monday, February 18, 2013 9:05 PM
> TO:
rt-users@lists.bestpractical.com
> SUBJECT: Re: [rt-users] Could someone
help a newb evaluating RT with email setup? 
> 
> I have put some
further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[2] 
> 
> --- 
> 
> REGARDS,
> 
> AARON GUISE
> 
> aa...@guise.net.nz
>
 
> 
> On 2013-02-19 10:25, John Buell wrote: 
> 
>> I've got most of a
skeletal set up done, I think. I'm using an old HP server box with
Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu
software repository though, I went ahead and downloaded 4.0.10 myself
and installed it and all of the perl modules. I'm only intending the web
server portion to be available within our local network (so I haven't
enabled SSL), though I did go ahead and make a dns entry for
rt.countrysampler.com so that it resolves to the correct internal IP
address.
>> 
>> Web configuration went ok, MySQL configuration went ok
(I've used MySQL before as the backend for another vendor's ticket
system), I just can't for the life of me figure out how to get RT to
talk to our Exchange 2010 server. I've got the root user enabled (for
the moment), myself set up within RT as a privileged user, and all of my
employees (38) entered. I have 14 departments set up, so that I can
track who has the most problems. I've added eight ticket queues
(hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I'm the only one that can close/modify the
tickets once entered. So far so good.
>> 
>> We have an Exchange 2010
server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I've gone through some documentation
I've found online, but most everything seems to be for older versions of
Exchange. I've created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcad...@countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?
>> 
>> I realize these sorts of things must
have been asked a million times before, and for that I apologize, but if
I could find a couple quick config files or something, I wouldn't harass
you folks. :)
>> 
>> Thanks in advance,
>> 
>> John Buell
>> 
>> Systems
Administrator
>> 
>> Country Sampler LLC
>> 
>> 707 Kautz Road
>> 
>>
St. Charles, IL 60174
>> 
>> (630) 762-7806
 

Links:
--
[1]
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
[2]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT


-- 
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Help improve RT by taking our user survey: 
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Re: [rt-users] Could someone help a newb evaluating RT with email setup?

[Aaron Guise]

 

I have put some further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[1] 

---

REGARDS,

AARON GUISE

 aa...@guise.net.nz

On 2013-02-19
10:25, John Buell wrote: 

> I've got most of a skeletal set up done, I
think. I'm using an old HP server box with Ubuntu 12.04 installed.
Rather than running the rt in the Ubuntu software repository though, I
went ahead and downloaded 4.0.10 myself and installed it and all of the
perl modules. I'm only intending the web server portion to be available
within our local network (so I haven't enabled SSL), though I did go
ahead and make a dns entry for rt.countrysampler.com so that it resolves
to the correct internal IP address.
> 
> Web configuration went ok,
MySQL configuration went ok (I've used MySQL before as the backend for
another vendor's ticket system), I just can't for the life of me figure
out how to get RT to talk to our Exchange 2010 server. I've got the root
user enabled (for the moment), myself set up within RT as a privileged
user, and all of my employees (38) entered. I have 14 departments set
up, so that I can track who has the most problems. I've added eight
ticket queues (hardware, software, phones, etc) and have been setting up
the appropriate permissions so that people can sign in and create
tickets. As the lone privileged user, I'm the only one that can
close/modify the tickets once entered. So far so good.
> 
> We have an
Exchange 2010 server running on a virtual machine (Hyper-V) that would
be able to listen for and respond to email. I've gone through some
documentation I've found online, but most everything seems to be for
older versions of Exchange. I've created a dedicated user account to be
the sender/reply-to for all messages generated through RT
(stcad...@countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?
> 
> I realize these sorts of things must
have been asked a million times before, and for that I apologize, but if
I could find a couple quick config files or something, I wouldn't harass
you folks. :)
> 
> Thanks in advance,
> John Buell
> Systems
Administrator
> Country Sampler LLC
> 707 Kautz Road
> St. Charles, IL
60174
> (630) 762-7806
 

Links:
--
[1]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT


-- 
RT training in Amsterdam, March 20-21: 
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: 
https://www.surveymonkey.com/s/N23JW9T

Re: [rt-users] Could someone help a newb evaluating RT with email setup?

[Aaron Guise]

 

Hi John, 

This is how I set it up for our evaluation system. 

1)
Setup a new Send Connector so exchange knows the address of your RT
Server 

2) Setup an email contact (Called RT in our case) is pointed at
r...@welrt.welnet.co.nz which is an email alias existing on our RT server
(welrt.welnet.co.nz) pointed at the rt-mailgate. 
-- 

REGARDS,

AARON
GUISE

 aa...@guise.net.nz

On 2013-02-19 10:25, John Buell wrote: 

>
I've got most of a skeletal set up done, I think. I'm using an old HP
server box with Ubuntu 12.04 installed. Rather than running the rt in
the Ubuntu software repository though, I went ahead and downloaded
4.0.10 myself and installed it and all of the perl modules. I'm only
intending the web server portion to be available within our local
network (so I haven't enabled SSL), though I did go ahead and make a dns
entry for rt.countrysampler.com so that it resolves to the correct
internal IP address.
> 
> Web configuration went ok, MySQL configuration
went ok (I've used MySQL before as the backend for another vendor's
ticket system), I just can't for the life of me figure out how to get RT
to talk to our Exchange 2010 server. I've got the root user enabled (for
the moment), myself set up within RT as a privileged user, and all of my
employees (38) entered. I have 14 departments set up, so that I can
track who has the most problems. I've added eight ticket queues
(hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I'm the only one that can close/modify the
tickets once entered. So far so good.
> 
> We have an Exchange 2010
server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I've gone through some documentation
I've found online, but most everything seems to be for older versions of
Exchange. I've created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcad...@countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?
> 
> I realize these sorts of things must
have been asked a million times before, and for that I apologize, but if
I could find a couple quick config files or something, I wouldn't harass
you folks. :)
> 
> Thanks in advance,
> John Buell
> Systems
Administrator
> Country Sampler LLC
> 707 Kautz Road
> St. Charles, IL
60174
> (630) 762-7806
 

-- 
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http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: 
https://www.surveymonkey.com/s/N23JW9T

[rt-users] Scrip Help?

[Aaron Guise]

Hi All,

I have a scrip setup as below;

Condition:  OnComment
Action:  User Defined
Template:  Global Blank
Stage:   Transaction Create

Custom Condition:
Custom Action Preparation Code: return 1;
Custom Action Cleanup Code:
my $string = $self->TransactionObj->Content;
$string =~ m/Status changed from ([A-Za-z]{3}) to ([A-Za-z]{3})/;

my $old = $1;
my $new = $2;
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "CustomStatus";
my $cf_value;
$cf_value = $new;
$cf_obj->LoadByName(Name=>$cf_name);
$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>1);
return 1;

However the damn thing never seems to fire off,  I have tested the regexp
directly in perl and it works.  I am pretty sure also that it used to work
but for some reason no longer does.

Essentially we have rules on our mail clients which forward mail back to RT
from our outsourced Service provider,  the content looks like this when they
change a status.

Subject: SR129018, CustRef: 54795, QUE

 atus.

This is an automatically generated email from Aaron Guise using Gentrack SR
System.



SR129018, CustRef: 54795

<https://www.gentrack.com/srweb/srdetails.asp?SRNo=129018>

Status changed from WAI to QUE



Think before you Print - By making good use of resources at work we can
encourage sustainability and manage our impact. Change Tomorrow by Changing
Thinking Today





Disclaimer:

The information contained in this email may be confidential. If you are not
the intended recipient, you must not disclose or use the information in this
email or any attachment in any way.

If you received it in error, please tell us immediately by return email, and
delete the document. Genesis Power Limited, trading as Genesis Energy, does
not accept any responsibility for viruses or anything similar in this email
or any attachments. We also do not guarantee the integrity of any emails or
attached files or accept any responsibility for any changes made to them by
any other person.


Does anyone have any ideas why this may not be triggering.  I may be just
losing sight of a simple thing I feel, but it is now driving me a little
nuts.
*
Regards,*

*Aaron Guise

  07 838 7793
027 212 6638
aa...@guise.net.nz
 *


MSN: gui...@hotmail.com
 [image: Facebook] <http://www.facebook.com/shadysandman>
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[rt-users] Possible gotcha's as company merges.

[Aaron Guise]

Hi All,

The company I work for has been bought out/merged into another company, or
will be as of 1st March 2010.

I obviously will need to change the rtname and Organisation values at that
time.

Set($rtname , "Sitel SR");
Set($Organization , "ham.sitel.co.nz");

I just wondered if anyone has done this previously where I can pull from
their experience,  also by amending these to values will this cause issues
with RT as now our RT has been used for some 50,000 tickets and counting?

Just installed the merge users extension too as we will all have new email
addresses,  I am not particularly looking forward to the changes I will have
to make at this time.

*
Regards,*

*Aaron Guise

  07 838 7793
027 212 6638
aa...@guise.net.nz
 *


MSN: gui...@hotmail.com
 [image: Facebook] <http://www.facebook.com/shadysandman>
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Re: [rt-users] Problems installing MergeUsers

[Aaron Guise]

On Wed, Jan 6, 2010 at 7:28 PM, Jerrad Pierce <
jpie...@cambridgeenergyalliance.org> wrote:

> > Unfortunately trouble soon surfaced as shown below,  bad make test.  Any
> ideas what may contribute to this?
> Your RT installation isn't @INC so cpan can't access RT::Test.
>
> Note that the README says nothing about make test,
> and few if any other extensions seem to include tests because
> of this and other headaches.
>

Thanks Jerrad,  so in this case would you think it'd be ok to use force
install here?



*Regards,*

*Aaron Guise

  07 838 7793
027 212 6638
aa...@guise.net.nz
 *


MSN: gui...@hotmail.com
Contact Me [image: Facebook] <http://www.facebook.com/shadysandman>
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[rt-users] Problems installing MergeUsers

[Aaron Guise]

Hi Everyone,

I have just tried to install the Extension RT::Extension::MergeUsers from
CPAN on our instance of RT 3.8.6.

Unfortunately trouble soon surfaced as shown below,  bad make test.  Any
ideas what may contribute to this?

cpan[7]> install RT::Extension::MergeUsers
Running install for module 'RT::Extension::MergeUsers'
Running make for F/FA/FALCONE/RT-Extension-MergeUsers-0.03.tar.gz
  Has already been unwrapped into directory
/root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm
  Has already been made
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
t/01merge_usersCan't locate RT/Test.pm in @INC (@INC contains:
/root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/inc
/root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/blib/lib
/root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/blib/arch /etc/perl
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
/usr/local/lib/site_perl . /etc/perl /usr/local/lib/perl/5.10.0
/usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at
t/01merge_users.t line 5.
BEGIN failed--compilation aborted at t/01merge_users.t line 5.
# Looks like your test died before it could output anything.
t/01merge_usersdubious
Test returned status 255 (wstat 65280, 0xff00)
DIED. FAILED tests 1-16
Failed 16/16 tests, 0.00% okay
t/change_email.Can't locate RT/Test.pm in @INC (@INC contains:
/root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/inc
/root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/blib/lib
/root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/blib/arch /etc/perl
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
/usr/local/lib/site_perl . /etc/perl /usr/local/lib/perl/5.10.0
/usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at
t/change_email.t line 6.
BEGIN failed--compilation aborted at t/change_email.t line 6.
# Looks like your test died before it could output anything.
t/change_email.dubious
Test returned status 255 (wstat 65280, 0xff00)
DIED. FAILED tests 1-8
Failed 8/8 tests, 0.00% okay
Failed Test   Stat Wstat Total Fail  List of Failed
---
t/01merge_users.t  255 6528016   32  1-16
t/change_email.t   255 65280 8   16  1-8
Failed 2/2 test scripts. 24/24 subtests failed.
Files=2, Tests=24,  0 wallclock secs ( 0.04 cusr +  0.01 csys =  0.05 CPU)
Failed 2/2 test programs. 24/24 subtests failed.
make: *** [test_dynamic] Error 255
  FALCONE/RT-Extension-MergeUsers-0.03.tar.gz
  /usr/bin/make test -- NOT OK
//hint// to see the cpan-testers results for installing this module, try:
  reports FALCONE/RT-Extension-MergeUsers-0.03.tar.gz
Running make install
  make test had returned bad status, won't install without force
Failed during this command:
 FALCONE/RT-Extension-MergeUsers-0.03.tar.gz  : make_test NO
*
Regards,*

*Aaron Guise

  07 838 7793
027 212 6638
aa...@guise.net.nz
 *


MSN: gui...@hotmail.com
 [image: Facebook] <http://www.facebook.com/shadysandman>
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Re: [rt-users] new database dump smaller than old one

[Aaron Guise]

Ours reduced by about 1gig.  I am sure it is something to do with the more
efficient storage of binary files in (Binary Datatypes) Instead of
longtext/longblob.

 I noticed also the backup takes less time to run..  All is well and we have
no problems so I feel there is no cause for concern.


On Wed, Dec 16, 2009 at 9:50 AM, David Griffith wrote:

>
> I installed RT 3.8.7 on a test server and loaded the database with a dump
> from my production instance of RT (version 3.6.7).  I then went through
> the listed procedures to update the database for 3.8.7.  A dump of the
> resulting database is about 9.5 megabytes whereas the old database dump is
> about 13 megabytes.  I've gone through the new setup and everything seems
> to be in place and functioning correctly.  What could explain this
> decrease in size?  Compression that wasn't done in 3.6.x?
>
>
> --
> David Griffith
> dgri...@cs.csubak.edu
>
> A: Because it fouls the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
> A: Top-posting.
> Q: What is the most annoying thing in e-mail?
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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>
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Re: [rt-users] Help reverting RT 3.8.6 back to displaying username instead of RealName

[Aaron Guise]

Thanks Ken,

I have patched the files as recommended,  I will let you know how we get on.
Just waiting for the scheduled automatic restart of apache tonight.

*
Regards,*

*Aaron Guise

  07 838 7793
027 212 6638
aa...@guise.net.nz
 *


MSN: gui...@hotmail.com
Contact Me [image: Facebook] <http://www.facebook.com/shadysandman>


On Tue, Dec 8, 2009 at 3:25 AM, Kenneth Marshall  wrote:

> On Sun, Dec 06, 2009 at 11:12:56PM +1300, Aaron Guise wrote:
> > Hi,
> >
> > Just updated to RT 3.8.6,  all looks well but on rt 3.8.0 all users were
> > listed in select box and transaction history as username i.e aguise for
> > myself.   RT 3.8.6 is displaying the full name (Aaron Guise) .  Our users
> > are so used to the old format and they really want it back.  Can someone
> > point me to the file in which I can amend this?  I found this snippet in
> > RT_Config.pm and basically I need to find the procedure is so I can alter
> it
> > to get the username instead.
> >
> > Any help would be greatly appreciated.
> >
> > =item C<$UsernameFormat>
> >
> > This determines how user info is displayed. 'concise' will show one of
> > either NickName, RealName, Name or EmailAddress, depending on what exists
> > and whether the user is privileged or not. 'verbose' will show RealName
> and
> > EmailAddress.
> >
> > =cut
> >
> > Set($UsernameFormat, 'concise');
> >
> >
> > --
> > Regards,
> >
> > Aaron
>
> Hi Aaron,
>
> We had the same problem here. It was a bit odd that the old format
> is not one of the options. Here are the changes we made for 3.8.5
> that will probably work in 3.8.6 as well:
>
> cp RTHOME/share/html/Elements/ShowUser -> local/html/Element/ShowUser
>
> Patch as follows:
>
> --- share/html/Elements/ShowUser2009-10-13 12:24:43.0 -0500
> +++ local/html/Elements/ShowUser2009-10-27 10:13:58.0 -0500
> @@ -60,6 +60,9 @@
>  if ( $style eq 'concise' ) {
> $m->comp( '/Elements/ShowUserConcise', User => $User );
>  }
> +elsif ( $style eq 'old' ) {
> +$m->comp( '/Elements/ShowUserOld', User => $User );
> +}
>  else { $m->comp( '/Elements/ShowUserVerbose', User => $User ); }
>  
>  <%ARGS>
>
> and here is ShowUserOld:
>
> 
> <%INIT>
> if ($User) {
>my $printable;
>if ( $User->EmailAddress && $User->EmailAddress ne $User->Name ) {
> $printable = $User->Name . ' <' . $User->EmailAddress .'>';
>}
>else {
> $printable = $User->Name
>  || $User->EmailAddress
>  || $User->RealName
>  || $User->NickName;
>}
>$m->out( $m->interp->apply_escapes( $printable, 'h' ) );
> }
>
> 
> <%ARGS>
> $User => undef
> $Address => undef
> 
> 
> > ___
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[rt-users] Help reverting RT 3.8.6 back to displaying username instead of RealName

[Aaron Guise]

Hi,

Just updated to RT 3.8.6,  all looks well but on rt 3.8.0 all users were
listed in select box and transaction history as username i.e aguise for
myself.   RT 3.8.6 is displaying the full name (Aaron Guise) .  Our users
are so used to the old format and they really want it back.  Can someone
point me to the file in which I can amend this?  I found this snippet in
RT_Config.pm and basically I need to find the procedure is so I can alter it
to get the username instead.

Any help would be greatly appreciated.

=item C<$UsernameFormat>

This determines how user info is displayed. 'concise' will show one of
either NickName, RealName, Name or EmailAddress, depending on what exists
and whether the user is privileged or not. 'verbose' will show RealName and
EmailAddress.

=cut

Set($UsernameFormat, 'concise');


--
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Aaron
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Re: [rt-users] Not sending auto response from certain from addresses

[Aaron Guise]

Hi Tyler,

Sorry, I put you a little wrong before.  I have done some looking and
testing.   It appears what you want to do is actually override the template
rather than the Scrip to stop that resolve email going out.

For example my Global - Email on Resolve scrip uses a global template in the
Name of Resolve.   To overide this at the queue level just create a new
template with exactly the same name as your global one uses.


[image:
?ui=2&view=att&th=125514c44c933027&attid=0.1&disp=attd&realattid=ii_125514c44c933027&zw]

The screeshot shows my one from our testing queue.  I have just created the
Resolve template again at the queue level,  just leave all the content
blank.   RT then should not send an email at all.   You can do the same for
the autoreply on Create scrip.

*
Regards,*

*Aaron Guise

  07 838 7793
027 212 6638
aa...@guise.net.nz
 *


MSN: gui...@hotmail.com
Contact Me [image: Facebook] <http://www.facebook.com/shadysandman>


On Tue, Dec 1, 2009 at 10:23 PM, Aaron Guise  wrote:

> Hmmm,  I'll check our environment out tomorrow and let you know what I
> find.
>
>
> On Tue, Dec 1, 2009 at 5:37 AM, Tyler Hall  wrote:
>
>> Hey Aaron -
>>
>> I got a change to try it out today, but it doesn't seem to write.
>> Scrip 3 is the script that sends the auto response, so I duplicated it
>> for the abuse queue, but it doesn't seem to do anything...
>>
>>
>>
>> On Sun, Nov 29, 2009 at 5:16 PM, Tyler Hall  wrote:
>> > Thanks Aaron!   I'll try it out, been out of the office all week due
>> > to the holiday.
>> >
>> >
>> >
>> > On Wed, Nov 25, 2009 at 12:20 AM, Aaron Guise 
>> wrote:
>> >> Hi Tyler,
>> >> That should be simple,  you should not even need to touch perl to do
>> this.
>> >>  Just simply overriding the script that sends the email should do the
>> >> trick.
>> >> For Example:
>> >> In your Abuse Queue create a scrip with the same name e.g.
>> >> OnResolve(Whatever) Set it to use template blank,  this then will not
>> send a
>> >> notification. You would need to do this for any of the global scrips
>> which
>> >> you would like to override the default action.  I hope this makes some
>> >> sense, if not then let me know.
>> >> --
>> >> Regards,
>> >>
>> >> Aaron
>> >>
>> >> On Fri, Nov 20, 2009 at 8:22 AM, Tyler Hall 
>> wrote:
>> >>>
>> >>> Great, that works wonders.
>> >>>
>> >>> Sadly, I believe this is perl and perl isn't my strong point.
>> >>>
>> >>> I have one less request, I am willing to pay.
>> >>>
>> >>> I was hoping these same conditions could work for certain queues...  I
>> >>> have a queue called 'Abuse' that when someone sends to, or resolves
>> >>> from I would prefer not to send out the auto response/closure email,
>> >>> is that something you think you could code up for me?
>> >>>
>> >>> Thanks,
>> >>> --Tyler
>> >>>
>> >>>
>> >>> On Tue, Nov 17, 2009 at 7:28 PM, Aaron Guise 
>> wrote:
>> >>> > Yeah,
>> >>> >
>> >>> > You need to put that script into the scrip that sends the resolve
>> email
>> >>> > too.
>> >>> >
>> >>> > Mine looks like this;
>> >>> >
>> >>> > my @exceptionList = ('gentr...@ham.sitel.co.nz',
>> >>> >  'hamd...@ham.sitel.co.nz',
>> >>> >  'gentr...@genesisenergy.co.nz',
>> >>> >  'r...@hamrt01.ham.sitel.co.nz',
>> >>> >  'gen...@sanderson.co.nz');
>> >>> >
>> >>> > my $transactionType = $self->TransactionObj->Type;
>> >>> > my $transactionField = $self->TransactionObj->Field;
>> >>> > my $transactionVal = $self->TransactionObj->NewValue;
>> >>> > my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
>> >>> >
>> >>> > if ($transactionType eq 'Status' && $transactionField eq 'Status' &&
>> >>> > $transactionVal eq 'resolved' ) {
>> >>> >   return if grep { $ticketRequestor eq lc($_) } @exceptionList;
>&g

Re: [rt-users] Scrip Question

[Aaron Guise]

Thanks,

That was exactly as I needed.

On Fri, Nov 13, 2009 at 6:46 PM, Ruslan Zakirov wrote:

> Hello Aaron,
>
> $txn->Content returns text of the comment/reply, but if you need all
> attachements then you should walk $txn->Attachments collection.
>
> On Fri, Nov 13, 2009 at 6:18 AM, Aaron Guise  wrote:
> > Hi All,
> >
> > Silly question but,  how can I access the Attachments for a related
> > Transaction via a scrip? I am wanting to collect a piece out of the
> > plaintext content to populate a CF on comment.
> >
> >
> > --
> > Regards,
> >
> > Aaron
> >
> >
> > ___
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> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sa...@bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
>
> --
> Best regards, Ruslan.
>



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Re: [rt-users] Not sending auto response from certain from addresses

[Aaron Guise]

You probably need to check this out;
http://wiki.bestpractical.com/view/OnCreateAutoReplyException

-- 
Regards,

Aaron


On Tue, Nov 17, 2009 at 7:45 AM, Tyler Hall  wrote:

> All -
>
> Is it possible for RT to add an email into a ticket, however do not
> send an auto response, just for certain from addresses?
>
> Thanks!
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[rt-users] Scrip Question

[Aaron Guise]

Hi All,

Silly question but,  how can I access the Attachments for a related
Transaction via a scrip? I am wanting to collect a piece out of the
plaintext content to populate a CF on comment.


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Re: [rt-users] How to enable HTML trmplates in RT

[Aaron Guise]

This may have some bearing on things,  unsure but worth a try.

In RT_SiteConfig.pm make sure to have, if you don't then add these in.

Set($TrustHTMLAttachments, 1);
Set($PreferRichText, 1);

Another thing,  not the empty line under Content: If you don't have this
blank line the template will not work as HTML.

--
Regards

Aaron


On Tue, Nov 10, 2009 at 6:45 PM, Praveen Velu wrote:

>  Dear Aaron,
>
> Thanks for your quick help. I added same template for testing. Still I am
> getting mails in text/plain format. Is there any settings I have to do for
> enable html in request tracker 3.8.
>
> If I reply to a mail from rt web interface by adding any hyper-links to
> body. I am not getting any hyper-links at receiving end.
>
> -Praveen-
>
>
> **All I did was setup the templates as shown in the example below;
>
> Subject: Resolved: {$Ticket->Subject}
> Content-Type: text/html
> Content:
>
> 
>  
>  You logged a
> job (SR#) with the Sitel IT Service Desk which we believe we have now
> resolved, please take the time to complete a short survey in relation
> to that job.
>  
>  
>  Sitel users please click below />
>  http://i3/pages/surveys/it_servicedesk_satisfaction.asp?rtid={$Ticket-
> >id}">
>  http://10.67.1.138:8004/images/buttons/begin_survey.gif";
> alt="Begin Survey" width="150" height="53">
>  
>  Genesis users please click
> below
>  http://10.67.1.138:8004/pages/surveys/it_servicedesk_satisfaction.asp?rtid={$Ticket-
> >id}">
>  http://10.67.1.138:8004/images/buttons/begin_survey.gif"; alt="Begin
> Survey"width="150" height="53">
>  
>  
>  
>  
>  If the job has not been
>  resolved or you have any further questions or concerns, please reply to
> this
>  message or call us on extension 7804 (+64 7 838 7804)
>   
>  
>  
>  
>  Note: Any replies to this email will reopen the job 
>  
>  
>  
>  
>  
>  Sitel NZ Information Technology
>  Level 3, ASB Building
>  500 Victoria Street
>  Hamilton, New Zealand
>  +64 7 838 7804
>  
>  
>
> Then clearly adjusted the scrips to fire off the amended template.  This
> one was for OnResolve.
>
> --
> Regards
>
> Aaron
>
> On Mon, Nov 9, 2009 at 6:11 PM, Praveen Velu wrote:
>
>  Hi,
>
> I am using RT 3.8 installed in Debian Lenny. I changed my default templates
> to html. but I am getting mails in plain text. When i receive mails, header
> shows *'Content-Type:* text/plain; charset="utf-8"'.After a long search I
> came to know that due to security RT enabled only text/plain. how can i
> enable html email in RT.
> Thanks for any help in advance
>
> -Praveen-
>
> --
> http://windows.microsoft.com/shop Find the right PC for you.
>
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>
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>
>
>
>
> --
> Regards,
>
> Aaron
>
>
> --
> New Windows 7: Find the right PC for you. Learn 
> more.
>



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Re: [rt-users] How to enable HTML trmplates in RT

[Aaron Guise]

All I did was setup the templates as shown in the example below;

Subject: Resolved: {$Ticket->Subject}
Content-Type: text/html
Content:


 
 You logged a job
(SR#) with the Sitel IT Service Desk which we believe we have now resolved,
please take the time to complete a short survey in relation to that
job.
 
 
 Sitel users please click below
 http://i3/pages/surveys/it_servicedesk_satisfaction.asp?rtid={$Ticket->id}">
 http://10.67.1.138:8004/images/buttons/begin_survey.gif";
alt="Begin Survey" width="150" height="53">
 
 Genesis users please click
below
 http://10.67.1.138:8004/pages/surveys/it_servicedesk_satisfaction.asp?rtid={$Ticket-
>id}">
 http://10.67.1.138:8004/images/buttons/begin_survey.gif"; alt="Begin
Survey"width="150" height="53">
 
 
 
 
 If the job has not been
 resolved or you have any further questions or concerns, please reply to
this
 message or call us on extension 7804 (+64 7 838 7804)
  
 
 
 
 Note: Any replies to this email will reopen the job 
 
 
 
 
 
 Sitel NZ Information Technology
 Level 3, ASB Building
 500 Victoria Street
 Hamilton, New Zealand
 +64 7 838 7804
 
 

Then clearly adjusted the scrips to fire off the amended template.  This one
was for OnResolve.

--
Regards

Aaron

On Mon, Nov 9, 2009 at 6:11 PM, Praveen Velu wrote:

>  Hi,
>
> I am using RT 3.8 installed in Debian Lenny. I changed my default templates
> to html. but I am getting mails in plain text. When i receive mails, header
> shows *'Content-Type:* text/plain; charset="utf-8"'.After a long search I
> came to know that due to security RT enabled only text/plain. how can i
> enable html email in RT.
> Thanks for any help in advance
>
> -Praveen-
>
> --
> http://windows.microsoft.com/shop Find the right PC for you.
>
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>
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>
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>



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Aaron
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Re: [rt-users] WebPath in search results cached somewhere

[Aaron Guise]

RT_SiteConfig will have the configuration option you want to change.

--
Regards

Aaron

On Sat, Nov 7, 2009 at 9:39 AM, Jon Baker  wrote:

> I'm migrating our RT to a dedicated system.  On the old system, the path to
> RT was http://server/rt/, and so the WebPath variable was set to "/rt".
>  On the new server, I am going to name the DNS rt.local so I don't want the
> extra /rt in the URL.
>
> I've got it working fine by dumping the DB from the old system and loading
> it on the new, right now the new DB is a slave to the old DB while I get the
> new server set up.  The only thing that appears to not work correctly is the
> search results - when you click on a queue in the "quick search" or perform
> a search, it is still treating the WebPath as if it is "/rt" -
>
> Running RT 3.8.2 on both boxes.
>
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Re: [rt-users] RT 3.8.5 : User logged out on 'simple search' or ticket creation.

[Aaron Guise]

Hi,
Did you complete all the actions in UPGRADING.mysql?  If not then this will
cause the issue that you speak of.

--
Regards,

Aaron

On Tue, Oct 6, 2009 at 5:18 AM, Bennett, Bevan (IS)
wrote:

>  I'm trying to upgrade my installation to 3.8.5, but early testing showed
> a rather odd bug that I don't see mentioned elsewhere in the list.
>
> Once logged in, if a user goes to 'Simple Search', enters a numeric
> search term, then presses enter, they are logged out and sent back to
> the login screen.
> Oddly, this does not occur if they search for a username or subject
> term, or if they click the search button rather than pressing enter.
> If they re-authenticate, they then go directly to the requested search
> results.
> This also applies to the search box on the home page, and happens reliably.
>
> Worse, the same thing occurs whenever a user creates a new ticket.
>
> Has anyone else run into this problem before? Any ideas where I could be
> looking for the solution?
>
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Re: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt

[Aaron Guise]

I fully agree Tom,  SQL Servers totally own the filesystem equivalent in
this regard.  Our attachments table is huge and it would be rather difficult
to keep a track of them all and ensure every last one is backed up without
the MySQL storage system :-)

*Regards,
Aaron Guise
  07 838 7793
027 212 6638
aa...@guise.net.nz*




On Thu, Sep 17, 2009 at 11:00 AM, Tom Lahti  wrote:

> Justin Hayes wrote:
> > Thanks Aaron. I've always wondered why file attachments are stored in
> > the db at all. I'd have thought those would have been better placed out
> > in the filesystem.
>
> Egads! What if the storage database is not local to the web server?  How
> will
> you perform comprehensive backups?  What if your RT has a million
> attachments,
> or more?  Not to mention the performance hit of using a filesystem as a
> database, especially with high concurrency at the HTTP level.
>
> I have a custom database application designed specifically to store PDFs in
> the database.  It has 30 million documents in it, the database storage is
> over
> 4TB.  The web-based front-end for it is efficient enough to saturate a
> 100MBit/sec Internet connection with a single Core-2 duo web server.  When
> I
> tested this against our old filesystem version of the application, it
> outperformed the filesystem by more than 100%.  Backup is done by dumping
> the
> database in chunks in a rotating schedule.  Scalability can be accomplished
> with simple replication to additional read-only SQL servers and using a SQL
> relay to dispatch SQL commands in a load-balancing fashion.
>
> --
> -- 
>   Tom Lahti
>   BIT Statement LLC
>
>   (425)251-0833 x 117
>   http://www.bitstatement.net/
> -- 
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Re: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt

[Aaron Guise]

I'll have a look, I'm sure they are here somewhere.   Might take a day
though.

*Regards,
Aaron Guise
  07 838 7793
027 212 6638
aa...@guise.net.nz*




On Wed, Sep 16, 2009 at 9:20 PM, Justin Hayes wrote:

> Thanks a lot for the info and advise Aaron. Don't suppose you kept the
> scripts you used to dump the attachments and load them back in did you?
> I'm going to talk to my sysadmins and see if they are using that
> default-character-set option in the backup dump. If they aren't I'll get
> them to do me a new dump with that option on and see if it works that time.
>
> Cheers,
>
> Justin
>
> On 15 Sep 2009, at 23:36, Aaron Guise wrote:
>
> I had similar problems when moving upto 3.8.1.  The previous sysadmin
> responsible for RT had failed to upgrade the DB properly when going from
> 3.6.5 to 3.8.0 some time back.  All our attachments went screwy too when I
> tried to upgrade to 3.8.1.
>
> In the end what I did is dump the database before upgrade in case I need to
> go back.  Dumped all attachment records to disk via perl, ran the RT upgrade
> scripts and then updated the attachments table from the ones I had dumped
> out earlier.
>
> This then made all the attachments become working again.  RT itself also
> seemed to get a performance boost !YAY!.  And the two ALTER entries in the
> upgrade script I found as well, Prior to running the upgrade I removed the
> ones that weren't binary columns e.g. VARBINARY so removing the lines which
> mentioned something like LONGBLOB.
>
> When you use mysqldump to backup the database you just need to make sure to
> place this "--opt --default-character-set=binary" in the commandline
> arguments.   That will mean it exports in binary mode to avoid corruption.
>
> *Regards,
> Aaron Guise
>   07 838 7793
> 027 212 6638
> aa...@guise.net.nz*
>
>
>
>
> On Wed, Sep 16, 2009 at 7:54 AM, Justin Hayes wrote:
>
>> Hi guys,
>>
>> I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the
>> rt-setup-database fine:
>>
>> /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support
>> --prompt-for-dba-password --action upgrade
>>
>>
>> Then created the schema upgrade script:
>>
>> perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl*blah* 
>> *blah* *password* > upgrade.sql
>> Use of uninitialized value in join or string at /opt/
>> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
>> .Tickets.status has type VARCHAR however mapping is missing.
>> Use of uninitialized value in join or string at /opt/
>> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
>> .Users.BlockImg has type CHAR however mapping is missing.
>> -- ** NOTICE: No database changes have been made. **
>> -- Please review the generated SQL, ensure you have a full backup of your
>> database
>> -- and apply it to your database using a command like:
>> -- mysql -u rt_support -p rt_support < queries.sql";
>>
>> cat upgrade.sql
>> ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8;
>> ALTER TABLE ACL
>>DEFAULT CHARACTER SET utf8,
>>MODIFY RightName VARBINARY(25) NOT NULL,
>>MODIFY PrincipalType VARBINARY(25) NOT NULL,
>>MODIFY ObjectType VARBINARY(25) NOT NULL;
>> ALTER TABLE ACL
>>MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL,
>>MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL,
>>MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL;
>> ALTER TABLE Attachments
>>DEFAULT CHARACTER SET utf8,
>>MODIFY Subject VARBINARY(255) NULL DEFAULT NULL,
>>MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL,
>>MODIFY Filename VARBINARY(255) NULL DEFAULT NULL,
>>MODIFY Headers LONGBLOB NULL DEFAULT NULL,
>>MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL,
>>MODIFY Content LONGBLOB NULL DEFAULT NULL,
>>MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL;
>> ALTER TABLE Attachments
>>MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>>MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL,
>>MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>>MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL,
>>MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL,
>>MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT
>> NULL;
>>
>> .
>>
>> .
>>
>> .
>>
>>
>>
>> Now that look

Re: [rt-users] Upgrade from 3.6.3 to 3.8.4 - image attachments missing/corrupt

[Aaron Guise]

I had similar problems when moving upto 3.8.1.  The previous sysadmin
responsible for RT had failed to upgrade the DB properly when going from
3.6.5 to 3.8.0 some time back.  All our attachments went screwy too when I
tried to upgrade to 3.8.1.

In the end what I did is dump the database before upgrade in case I need to
go back.  Dumped all attachment records to disk via perl, ran the RT upgrade
scripts and then updated the attachments table from the ones I had dumped
out earlier.

This then made all the attachments become working again.  RT itself also
seemed to get a performance boost !YAY!.  And the two ALTER entries in the
upgrade script I found as well, Prior to running the upgrade I removed the
ones that weren't binary columns e.g. VARBINARY so removing the lines which
mentioned something like LONGBLOB.

When you use mysqldump to backup the database you just need to make sure to
place this "--opt --default-character-set=binary" in the commandline
arguments.   That will mean it exports in binary mode to avoid corruption.

*Regards,
Aaron Guise
  07 838 7793
027 212 6638
aa...@guise.net.nz*




On Wed, Sep 16, 2009 at 7:54 AM, Justin Hayes wrote:

> Hi guys,
>
> I'm just testing an upgrade from 3.6.3 to 3.8.4. I ran the
> rt-setup-database fine:
>
> /opt/rt_support.openbet.com/sbin/rt-setup-database -dba rt_support
> --prompt-for-dba-password --action upgrade
>
>
> Then created the schema upgrade script:
>
> perl /opt/rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl*blah* 
> *blah* *password* > upgrade.sql
> Use of uninitialized value in join or string at /opt/
> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
> .Tickets.status has type VARCHAR however mapping is missing.
> Use of uninitialized value in join or string at /opt/
> rt_support.openbet.com/etc/upgrade/upgrade-mysql-schema.pl line 261.
> .Users.BlockImg has type CHAR however mapping is missing.
> -- ** NOTICE: No database changes have been made. **
> -- Please review the generated SQL, ensure you have a full backup of your
> database
> -- and apply it to your database using a command like:
> -- mysql -u rt_support -p rt_support < queries.sql";
>
> cat upgrade.sql
> ALTER DATABASE rt_support DEFAULT CHARACTER SET utf8;
> ALTER TABLE ACL
>DEFAULT CHARACTER SET utf8,
>MODIFY RightName VARBINARY(25) NOT NULL,
>MODIFY PrincipalType VARBINARY(25) NOT NULL,
>MODIFY ObjectType VARBINARY(25) NOT NULL;
> ALTER TABLE ACL
>MODIFY RightName VARCHAR(25) CHARACTER SET ascii NOT NULL,
>MODIFY PrincipalType VARCHAR(25) CHARACTER SET ascii NOT NULL,
>MODIFY ObjectType VARCHAR(25) CHARACTER SET ascii NOT NULL;
> ALTER TABLE Attachments
>DEFAULT CHARACTER SET utf8,
>MODIFY Subject VARBINARY(255) NULL DEFAULT NULL,
>MODIFY ContentType VARBINARY(80) NULL DEFAULT NULL,
>MODIFY Filename VARBINARY(255) NULL DEFAULT NULL,
>MODIFY Headers LONGBLOB NULL DEFAULT NULL,
>MODIFY MessageId VARBINARY(160) NULL DEFAULT NULL,
>MODIFY Content LONGBLOB NULL DEFAULT NULL,
>MODIFY ContentEncoding VARBINARY(80) NULL DEFAULT NULL;
> ALTER TABLE Attachments
>MODIFY Subject VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>MODIFY ContentType VARCHAR(80) CHARACTER SET ascii NULL DEFAULT NULL,
>MODIFY Filename VARCHAR(255) CHARACTER SET utf8 NULL DEFAULT NULL,
>MODIFY Headers LONGTEXT CHARACTER SET utf8 NULL DEFAULT NULL,
>MODIFY MessageId VARCHAR(160) CHARACTER SET ascii NULL DEFAULT NULL,
>MODIFY ContentEncoding VARCHAR(80) CHARACTER SET ascii NULL DEFAULT
> NULL;
>
> .
>
> .
>
> .
>
>
>
> Now that looks a bit odd as there are 2 ALTERS per table and the second
> seems to reverse some bits of the first?
>
> Anyway I ran that into my DB. Now when I go into a ticket with an image
> attached and click on it no image is returned, which is a bit worrying.
>
> I'm wondering if it was a problem with the upgrade, or the original db dump
> provided by my IT systems guys. Perhaps the DB wasn't dumped using binary
> character set? How could I check that and how should the IT guys have dumped
> the DB to make sure it was in binary?
>
> Any thoughts?
>
> Justin
>
> -
> Justin Hayes
> Orbis Support Manager
> justin.ha...@orbisuk.com
>
>
>
>
>
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Re: [rt-users] RT Extension Custom Field for Checkbox

[Aaron Guise]

Have you enabled the extension in RT_SiteConfig.pm?

Look for/create a line like Set(@Plugins

On Sat, Sep 12, 2009 at 1:12 AM, Baskaraganesan Natarajan
wrote:

>  Retrying…
>
>
>
> Hi,
>
>
>
> I am running RT 3.8.2 in a Fedora 10 box.  We are trying to use checkboxes
> custom field extension from
> http://search.cpan.org/~ruz/RT-Extension-CustomField-Checkbox/.
>  I followed the instruction specified in the location
> http://www.cpan.org/modules/INSTALL.html. After installing and restarting
> the web sever, I don’t see this new custom field in my RT configuration.  I
> have also tried putting Checkbox.pm under
> perl5/vendor_perl/5.10.0/RT/CustomField/  and EditCustomFieldSelectCheckbox
> under rt3/html/Elements/ directories manually.  Is there anything that I am
> missing here, can you please let me know.
>
>
>
> Thanks,
>
> Baskar N
>
>
>
>
>
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Re: [rt-users] performace is very slow on 3.8.2

[Aaron Guise]

MySQLtuner would be a good place to start.  MySQL is unfortunately not
configured optimally for RT in a default install.

You can get it here <http://rackerhacker.com/mysqltuner/>

*Regards,*

*Aaron Guise

  07 838 7793
027 212 6638
aa...@guise.net.nz
 *




On Tue, Aug 11, 2009 at 1:57 AM,  wrote:

> Our RT is installed on Linux CentOS 5.3 server running Apache and uses
> mysql. We just went live 2 days back with the website and RT on the same
> server, and the performance is slow from day 1. This was not the case when
> we were testing RT. Probabaly mysql is not configured well. We are pretty
> new to all this. Below are the contents of my.cnf in the etc folder. I do
> not have my.cnf in the datadir. I'm not sure if the configuration needs to
> change in this file and if I should have my.cnf in the datadir folder as
> well?
>
>
> /etc/my.cnf
> ===
> bash-3.2# more my.cnf
> [mysqld]
> datadir=/var/lib/mysql
> socket=/var/lib/mysql/mysql.sock
> user=mysql
> # Default to using old password format for compatibility with mysql 3.x
> # clients (those using the mysqlclient10 compatibility package).
> old_passwords=1
>
> [mysqld_safe]
> log-error=/var/log/mysqld.log
> pid-file=/var/run/mysqld/mysqld.pid
> bash-3.2#
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Re: [rt-users] Slow querys - can I speed this up?

[Aaron Guise]

Have you tried tuning MySQL with mysqltuner? We had a similar problem when
our attachments table grew over 2.2gb.  I was able to resolve the issue we
had by increasing settings based on the recommendations from mysqltuner.  We
frequently experienced ticket load times of upto 14 - 30 seconds but now the
majority of tickets will load and display in under 1 second.

Had to add more RAM to the server also,  MySQL was choking.

Currently running;
Debian Lenny 64Bit
4Gb RAM
Apache2 - Modperl
MySQL 5.0.51a-24

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Wed, Jun 17, 2009 at 10:02 AM, Jon Baker  wrote:

> RT frequently acts sluggish (this may or may not be related to my
> other thread about mailgate timing out) so I've turned on the slow
> query log in mySQL, and am getting this error quite frequently:
>
> # Query_time: 160.388061  Lock_time: 0.000103 Rows_sent: 1
> Rows_examined: 930035
> SET timestamp=1245189464;
> SELECT main.* FROM Attachments main  WHERE (main.Content IS NOT NULL
> AND main.Content != '') AND (main.Parent = '964022') AND
> (main.ContentType = 'text/plain')  ORDER BY main.id ASC;
>
> I've put an index on the Parent and ContentType columns (it's not
> letting me do it on the Content column because it's a BLOB) but that
> doesn't seem to be speeding it up.  We just passed 30,000 tickets and
> the Attachment table is huge (2.4 GiB)  Any ideas?
> --
> Jon Baker
> Information Technology
> Willie George Ministries
> 1003 N 129th E Ave
> Tulsa OK 74116
> (918) 234-5656
>
>
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Re: [rt-users] Scrip Help

[Aaron Guise]

Thanks Jerrad,

I couldn't remember where I had seen this before.   I since had a good
search and found it on the Wiki.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Thu, Jun 11, 2009 at 12:59 PM, Jerrad Pierce <
jpie...@cambridgeenergyalliance.org> wrote:

> This info exists somewhere on the wiki as a user-contributed enhancement.
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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[rt-users] Scrip Help

[Aaron Guise]

Hi,

Is it possible to differentiate via Scrip whether a ticket is created via
the RT Gui or an email being sent?  I cannot seem to come up with something
concrete that works just yet.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *
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Re: [rt-users] Scrip Question

[Aaron Guise]

Found it,

$TicketObj->FirstCustomFieldValue('The CF Name');

On Thu, Jun 11, 2009 at 9:59 AM, Aaron Guise  wrote:

> Hi,
>
> I want to check if a Custom Field Value is Set to a particular value and if
> so don't send autoreply on TicketCreate.
>
> My Question is how do I select a Custom field Value within a scrip?
>
> *Regards,*
>
> *Aaron Guise
> 027 212 6638
> aa...@guise.net.nz
>  *
>
>
>
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[rt-users] Scrip Question

[Aaron Guise]

Hi,

I want to check if a Custom Field Value is Set to a particular value and if
so don't send autoreply on TicketCreate.

My Question is how do I select a Custom field Value within a scrip?

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *
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[rt-users] HTML Display with images 3.8.2

[Aaron Guise]

Hi.

Question: When viewing the HTML part of email is it possible to have images
show instead of a placeholder?

Example below is from a ticket a user sent to our RT Instance with image.


Testing body;

 [image: RTEmailCompletion.jpg]



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Re: [rt-users] Binary files broken since upgrade to RT 3.8

[Aaron Guise]

Hi,

I too had a similar problem. I inherited our RT System from an earlier
administrator whom didn't complete some step correctly earlier in the life
of the system.  We were going from 3.6.5 to 3.8.0 and all worked fine.
Since then to enable some plugins I attempted to update to 3.8.2.

I did use --default-character-set=binary on mysqldump and completed all of
the upgrade steps as per UPGRADING.mysql but upon browsing the newly updated
RT System to my surprise all the binary attachments had been corrupted as
you are mentioning.

To get around this I created a couple of perl scripts.
1.  Pulls all attachments out of the functioning database (Pre-Upgrade) and
dumps them to the filesystem
2.  Inserts all attachments back into the newly updated schema.

This approach worked for me, I was then able to use 3.8.2 without any
trouble at all.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Wed, Jun 3, 2009 at 11:14 AM, Dominic Lepiane  wrote:

>  Hi,
>
> I'm not too clear what you mean.  In creating the test system, I did backup
> & restore the db.  But I built a 3.6.6 system and then tested the upgrade
> from that database.  So I stopped Apache and Postfix, removed the old
> /opt/rt3 folder, make install to get the new 3.8 files, and then followed
> the upgrade instructions including the rt-setup-database and
> upgrade-mysql-schema.pl scripts.
>
> At this point, I'm simply trying to get a handful of binary attachments
> working with a simple script to spit out the image entirely independent of
> RT.  So I'm doing this:
>
> mysqldump --default-character-set=binary --compact -c -t -q -Q -w
> "TransactionId < 2500 AND ContentType=\"image/bmp\""  -u root rt3
> Attachments > /data/attachments-dump4.sql
>
> mysql --default-character-set=binary -u root rttest < attachments-dump4.sql
>
> As you can sortof see, I'm trying to dump a couple attachments from the
> 3.6.6 rt3 database which contain image/bmp data and then restoring to the
> test database.   I have a couple PHP scripts which simply spit out the
> ContentType as the Content-type header first and then echo the Content
> second.  And it looks to me like the data coming out of the rttest database
> still is broken.   However, I know that if I push new tickets in to the
> upgraded RT 3.8.3, those images do come out good the same as the old data
> does under 3.6.6.
>
> I must still be confused or missing something though, what do I do now?
>
> Thanks,
> - Dominic
>
>
>
> Ruslan Zakirov wrote:
>
> I believe you used backup&restore of original production DB, didn't
> you? In this case you probably mangled data on load. Use
> --default-character-set=binary on mysqldump and later on mysql load.
> This only required for not upgraded DBs, after proper upgrade you
> don't need this option.
>
> On Wed, Jun 3, 2009 at 12:55 AM, Dominic Lepiane 
>  wrote:
>
>
>  Dear RT users,
>
> I am trying to get our RT installation moved from RT 3.6.6 to 3.8.3.
> I've tried following the upgrade steps in the UPGRADING.mysql and the
> README files as diligently as I can.  The DBMS is MySQL 5.0.45.  I
> updated all the perl modules... When I try the new version, everything
> coming in works okay, but all the old binary attachments are broken, in
> truth, anything other than regular ascii is mangled (e.g. diacritical
> marks like é, ô, ç etc).  If I try to open an image, it says "The 
> imagehttp://rt/Ticket/Attachment/672/883/spots1.bmp"cannot be displayed,
> because it contains errors.".
>
> Clearly I've either missed something or something has to be done to
> convert this data.  If I convert the Content column back to longtext
> from longblob, then the binary data works again.
>
> Please advise what can I do to get the data into the new table schema.
>
> Thanks,
> - Dominic
>
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Re: [rt-users] RT Attachment problem

[Aaron Guise]

Sorry, I meant LONGBLOB rather than VARBINARY.

*Regards,*

*Aaron Guise
[image: Phone]  07 854 7824
[image: Mobile]027 212 6638
[image: email]aa...@guise.net.nz*



On Tue, May 19, 2009 at 8:38 AM, Aaron Guise  wrote:

> Hi,
>
> I too had a similar problem with them attachments.
> I am just working on some perl scripts to correct this.  It is just due to
> the conversion of the longtext field to varbinary with from the schema
> upgrade script.
>
> I have tested my theory and was able to get them working.  I could supply
> you these scripts and instructions if you are still having trouble and wish
> to upgrade.
>
>
>  On Fri, Apr 24, 2009 at 10:27 AM, Hossein Rafighi <
> hossein.rafi...@triumf.ca> wrote:
>
>> Hi,
>>
>> We upgraded our RT system from 3.6.2 to 3.8.1 without any error. We did
>> apply steps in UPGRADING.mysql as per instructions.
>> The problem we are having is that any attachment with old tickets are
>> treated as URL. Upon clicking on them a web page with url to that
>> attachment is displayed with body of the page containing the url address
>> instead of the actual image! Any new ticket created after the upgrade
>> now displays attachments inside the body of the ticket as: "Subject:
>> speed.jpg"! I am aware of similar problem on the web like
>> http://www.gossamer-threads.com/lists/rt/users/79354 but running
>> schema.mysql-4.0-4.1.pl (for the second time) didn't help.
>>
>> My SHOW CREATE TABLE Attachments:
>> | Attachments | CREATE TABLE `Attachments` (
>>  `id` int(11) NOT NULL auto_increment,
>>  `TransactionId` int(11) NOT NULL,
>>  `Parent` int(11) NOT NULL default '0',
>>  `MessageId` varchar(160) character set ascii default NULL,
>>  `Subject` varchar(255) default NULL,
>>  `Filename` varchar(255) default NULL,
>>  `ContentType` varchar(80) character set ascii default NULL,
>>  `ContentEncoding` varchar(80) character set ascii default NULL,
>>  `Content` longblob,
>>  `Headers` longtext,
>>  `Creator` int(11) NOT NULL default '0',
>>  `Created` datetime default NULL,
>>  PRIMARY KEY  (`id`),
>>  KEY `Attachments2` (`TransactionId`),
>>  KEY `Attachments3` (`Parent`,`TransactionId`)
>> ) ENGINE=InnoDB AUTO_INCREMENT=21034 DEFAULT CHARSET=utf8 |
>>
>>
>>
>> Any help is appreciated.
>> Cheers,
>> Hossein
>> --
>>
>>  _  _   _  _   _  _   _   Hossein Rafighi
>>  |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
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Re: [rt-users] RT Attachment problem

[Aaron Guise]

Hi,

I too had a similar problem with them attachments.
I am just working on some perl scripts to correct this.  It is just due to
the conversion of the longtext field to varbinary with from the schema
upgrade script.

I have tested my theory and was able to get them working.  I could supply
you these scripts and instructions if you are still having trouble and wish
to upgrade.

*Regards,*

*Aaron Guise
[image: Phone]  07 854 7824
[image: Mobile]027 212 6638
[image: email]aa...@guise.net.nz*



 On Fri, Apr 24, 2009 at 10:27 AM, Hossein Rafighi <
hossein.rafi...@triumf.ca> wrote:

> Hi,
>
> We upgraded our RT system from 3.6.2 to 3.8.1 without any error. We did
> apply steps in UPGRADING.mysql as per instructions.
> The problem we are having is that any attachment with old tickets are
> treated as URL. Upon clicking on them a web page with url to that
> attachment is displayed with body of the page containing the url address
> instead of the actual image! Any new ticket created after the upgrade
> now displays attachments inside the body of the ticket as: "Subject:
> speed.jpg"! I am aware of similar problem on the web like
> http://www.gossamer-threads.com/lists/rt/users/79354 but running
> schema.mysql-4.0-4.1.pl (for the second time) didn't help.
>
> My SHOW CREATE TABLE Attachments:
> | Attachments | CREATE TABLE `Attachments` (
>  `id` int(11) NOT NULL auto_increment,
>  `TransactionId` int(11) NOT NULL,
>  `Parent` int(11) NOT NULL default '0',
>  `MessageId` varchar(160) character set ascii default NULL,
>  `Subject` varchar(255) default NULL,
>  `Filename` varchar(255) default NULL,
>  `ContentType` varchar(80) character set ascii default NULL,
>  `ContentEncoding` varchar(80) character set ascii default NULL,
>  `Content` longblob,
>  `Headers` longtext,
>  `Creator` int(11) NOT NULL default '0',
>  `Created` datetime default NULL,
>  PRIMARY KEY  (`id`),
>  KEY `Attachments2` (`TransactionId`),
>  KEY `Attachments3` (`Parent`,`TransactionId`)
> ) ENGINE=InnoDB AUTO_INCREMENT=21034 DEFAULT CHARSET=utf8 |
>
>
>
> Any help is appreciated.
> Cheers,
> Hossein
> --
>
>  _  _   _  _   _  _   _   Hossein Rafighi
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[rt-users] Odd Performance Trouble

[Aaron Guise]

Hi Everyone,

Just recently, well the last month or so we have been having trouble with
RT.  I think it is a database related problem but am unsure where to go.
When loading Tickets we get to wait times of some 14seconds or so and the
whole interface for other users also slows to a crawl.  At these times
apache is freaking out and consumes most of the CPU also.

I thought it may have been the indexes on the attachments table being
dis-organised so I optimised all tables in the database.  Our attachments
table is some 3gig at the moment and now I am totally at a loss... Any ideas
what could cause this, mysql is complaining about any queries that hit the
attachments table which is why I started there.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *
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Re: [rt-users] Database help

[Aaron Guise]

Thanks Ken,  That did the trick perfectly.  Now I have been able to utilize
Perl and MySQL to provide a means of emailing reminders to them when they
fall due.  I was unable to get the rtremind script from the wiki working and
hence have now created my own.  Many thanks for pointing me in the right
direction, but in hindsight I should have guessed they were n the Tickets
table.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Thu, Apr 2, 2009 at 11:13 AM, Ken Crocker  wrote:

>  Tom,
>
> Reminders ARE tickets. You will find them in the TICKETS table with
> Type = 'reminder'. All information that is available at the Ticket level is
> there for the reminder (Due Date, Started, Resolved, CreatedBy, Status,
> etc.). However, reminders do NOT go away automatically. If I remember
> correctly (damn. Should have created a reminder for this one, ;-), you have
> to disable them from the originating ticket. Even if the ticket is resolved,
> you can go to it and modify it to turn off the reminder. A simple SQL would
> suffice for finding reminders on tickets that have been resolved. Hope this
> helps.
>
>
> Kenn
> LBNL
>
> On 4/1/2009 2:29 PM, Tom Lahti wrote:
>
>  This is probably a silly question but I just wonder if anyone is aware at
> the database level how I would locate a reminder and it's due date? I have
> looked about and can't see it for the life of me.
>
>
>  Better yet... is there an (as yet undocumented) REST URI for
> reading/setting/deleting reminders?
>
>
>
>
>
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[rt-users] Database help

[Aaron Guise]

Hi Everyone,

This is probably a silly question but I just wonder if anyone is aware at
the database level how I would locate a reminder and it's due date? I have
looked about and can't see it for the life of me.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *
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Re: [rt-users] RT 3.8.2 install failed due XML::RSS

[Aaron Guise]

Try installing from apt repositories 'apt-get install -y libxml-rss-perl'
then re-run make fixdeps.  I found this worked a treat on our recent
re-install of RT.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Sat, Mar 28, 2009 at 12:39 AM, Torsten Kaehler wrote:

> > Torsten Kaehler wrote:
> > > Hello,
> > >
> > > I want to install RT 3.8.2 on a Debian (UCS) System, but I get an error
> > > with 'make fixdeps':
> > >
> > > perl:
> > > >=5.8.3(5.8.8)...found
> > >
> > > users:
> > > rt group (www-data)...found
> > > bin owner (root)...found
> > > libs owner (root)...found
> > > libs group (bin)...found
> > > web owner (www-data)...found
> > > web group (www-data)...found
> > > ...
> > >
> > > SOME DEPENDENCIES WERE MISSING.
> > > MASON missing dependencies:
> > > XML::RSS >= 1.05...MISSING
> > > make: *** [fixdeps] Fehler 1
> > >
> > > Then I want to install the modul:
> > > # /usr/bin/perl  -MCPAN -e'install XML::RSS'
> > > PAN: Storable loaded ok (v2.15)
> > > Going to read /root/.cpan/Metadata
> > >   Database was generated on Fri, 27 Mar 2009 04:27:05 GMT
> > > XML::RSS is up to date (1.43).
> > >
> > > That mean, XML::RSS is installed in the version 1.43, but 'make
> fixdeps'
> > > did not find the modul.
> > >
> > > Has anyone an idea, how  I can resolve this problem?
> >
> > Perl in your $PATH is maybe different from /usr/bin/perl.
> >
> > Regards
> >   Racke
>
> No, perl in the $PATH are not different from /usr/bin/perl.
>
> Can I continue with the RT Installation without problems or will RT later
> still missing XML::RSS?
>
> Regards,
>
> Torsten Kähler
> --
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[rt-users] Have filtered select custom field options

[Aaron Guise]

Hi All,

I just wonder as I have a suggestion from our management whether it is
possible to have a custom field which is filtered by aselection made in an
earlier select box.

For example say: I have one CF which is for Business Area and based on the
selection made here a second list will need to have values filtered and
specific to the specific business area.

Would such a thing be at all possible?

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *
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[rt-users] RT Performance - Intermittent slow spells

[Aaron Guise]

Hi,
We are currently having some intermittent problems where our RT stops
responding.  I have isolated this I think to a database problem of some
sort.  I turned on Slow Query logging and this is what MySQL picked up.  Any
ideas what may cause such performance issues.  It is intermittent but very
annoying when it does occur.  I have tuned the DB with mysqltuner and when
it does run proper then it really hums along.

# Time: 090317 12:42:29
# u...@host: rt[rt] @ localhost []
# Query_time: 11  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-288c54fb38d789956edc518ca4321abb', 3600);
# u...@host: rt[rt] @ localhost []
# Query_time: 11  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-288c54fb38d789956edc518ca4321abb', 3600);
# u...@host: rt[rt] @ localhost []
# Query_time: 11  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-288c54fb38d789956edc518ca4321abb', 3600);

-- 
Regards

Aaron
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[rt-users] Upgrading - 3.6.5 - 3.8.2

[Aaron Guise]

Hi,
In following the upgrade docs we apply updates to schema with
 /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
--action upgrade

But this gives me error below.  Any ideas how I could progress past this
issue?

Output from console;

Processing 3.7.1
Now inserting data
Processing 3.7.3
Now populating database schema.
Processing 3.7.10
Now inserting data
Processing 3.7.15
Now inserting data
Processing 3.7.19
Now inserting data
Processing 3.7.81
Now populating database schema.
[Mon Mar 16 11:26:16 2009] [crit]: DBD::mysql::st execute failed: Duplicate
key name 'CachedGroupMembers3' at /opt/rt3/sbin/../lib/RT/Handle.pm line
506. (/opt/rt3/sbin/../lib/RT.pm:377)
DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at
/opt/rt3/sbin/../lib/RT/Handle.pm line 506.
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Re: [rt-users] Notify requestors on priority change

[Aaron Guise]

If you are the requestor then RT by default will not notify you as you
completed the change.   However if another user was the requestor then an
email would be sent out.  The way I tested this was to email from an
external account, take ownership of the ticket and update the priority.
This then triggered off the email.

Also to get the new and or old values you should be able to use the below;
New Value: {$Transaction->NewValue}
Old Value: {$Transaction->OldValue}

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Wed, Mar 11, 2009 at 9:25 AM, vxtrq  wrote:

>
> Friends,
>
> I am an everyday user of RT, and while it takes some time to get used to
> I've started to appreciate it's functionality, specially since learning
> about scrips. I am, however, stuck at the moment.
>
> What I have is a queue, where I want the requestor to know (by e-mail)
> whenever the priority of one of his/hers tickets change. To achieve this, I
> set up the following scrip in the queue:
>
> Condition: On priority change
> Action: Notify requestors
> Template: myTemplate
> Stage: TransactionCreate
>
> However, no mail is dispatched when I change priority on a ticket (note
> that
> I change priority, not Final Priority). I know that this is not a problem
> with mailing or the template, since the above scrip works perfectly well if
> I choose "Notify CCs" instead of "Notify Requestors", which I find really
> strange.
>
> Another thing I'd like to achieve with this is within the template I use
> with the above scrip. It looks like this as of now:
>
> "Ticket "{return $Ticket->Subject}" had its priority changed to {return
> $Ticket->Priority;}."
>
> Which works fine, but it would be nice to also specify the PREVIOUS
> priority, ie "[...]changed from priority 1 to 2". I am not very familiar
> with Perl or RT's variables, but would this be achievable?
>
> I would be very thankful with any insight.
>
> Regards
> Robert W
> --
> View this message in context:
> http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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Re: [rt-users] Error: "User : Email address in use"

[Aaron Guise]

This happens on our site too.  Ususally just means they have been auto
created as a user on the RT instance when emailing through a request.  In
the Web Interface instead of creating a new user just search for their email
address and update the existing user.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Tue, Mar 10, 2009 at 3:56 PM, Ritesh Sood  wrote:

> Hi all,
>
> I've been adding an managing users  through RTs web interface without
> problem. These users have all had email ID's
> of the form .dept.univ.edu
>
> Recently, we've had to give RT access to personnel from central campus
> who have email ID's of the form .univ.edu. However, trying
> to add these users  returns the following error:
> User : Email address in use
>
> I am running version 3.8.1 with mySQL DB backend. The following
> appears in my RT_SiteConfig.pm
> --- start code
> --
> Set($WebBaseURL , "https://rt3.dept.univ.edu";);
> Set($rtname , "dept.univ.edu");
> Set($Organization , "dept.univ.edu");
> --- end code
> --
>
>
> 1) In the file  $RT3_INSTALL/lib/RT/User_Overlay.pm
> --- start code
> --
>#SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN
>   if ($RT::SystemUser) {   #This only works if RT::SystemUser has
> been defined
>   my $TempUser = RT::User->new($RT::SystemUser);
>   $TempUser->Load( $args{'Name'} );
>   return ( 0, $self->loc('Name in use') ) if ( $TempUser->Id );
>
>   return ( 0, $self->loc('Email address in use') )
> unless ( $self-
>  >ValidateEmailAddress( $args{'EmailAddress'} ) );
>   }
>   else {
>   $RT::Logger->warning( "$self couldn't check for pre-
> existing users");
>   }
> --- end code
> --
> and
> --- start code
> 
>   =head2 SetEmailAddress
>
>   Check to make sure someone else isn't using this email address
> already
>   so that a better email address can be returned
>
>   =cut
>
>   sub SetEmailAddress {
>   my $self = shift;
>   my $Value = shift;
>
>   if ( $self->ValidateEmailAddress( $Value ) ) {
>   return $self->_Set( Field => 'EmailAddress', Value =>
> $Value );
>   } else {
>   return ( 0, $self->loc('Email address in use') )
>   }
>
>   }
> --- end code
> --
>
> Help much appreciated,
> Ritesh Sood.
>
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Re: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?

[Aaron Guise]

What Scrip is causing this to occur?

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Thu, Mar 5, 2009 at 1:12 PM, Steve OBrien  wrote:

> We are seeing the Autoreply message and immediately a request was acted
> upon (although it is hard to tell what was done, in the tcket history
> they happen simultaneously.
>
> TIA,
> Steve
>
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Re: [rt-users] Stop emails being sent for certain email addresses

[Aaron Guise]

That's Great Rob,

I had missed that one on the wiki.  That looks like it will suit perfectly.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Wed, Mar 4, 2009 at 6:28 AM, Rob Munsch  wrote:

> >>> Presently we have several servers which send a notification email to
> our
> >>> RT instance.  I just wondered does anyone no of a way that we can
> prevent
> >>> auto-replies and resolved emails going to these email addresses.  The
> reason
>
> Hi Aaron,
>
> I believe this is what you are looking for:
>
>  http://wiki.bestpractical.com/view/OnCreateAutoReplyException
>
> You define an array of emails that are never to get a reply
>
>  my @exceptionList = ('ro...@automated.sys',
> 'cyb...@sky.net');
>
> in the condition, and replies still go out to anyone not in that
> array.  I'd imagine it would be easy to use on actions other than
> ticket create, as well.
>
> --
> /chown -R us:us /yourbase
>
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Re: [rt-users] Stop emails being sent for certain email addresses

[Aaron Guise]

Thanks Matt,

I never thought of that, I'll give that a go it appears for some of the
emails at least it will work.  But alas some are hard coded and cannot be
changed,

On Tue, Mar 3, 2009 at 3:47 PM, Matt Hoover  wrote:

> We have a similar situation.  We just changed the from address to be
> nore...@rt.domain.com.  We then create an alias for noreply and send it to
> /dev/null.
> You could write scrips for this as well.  Above is just an easy way without
> having to write anything.  We let RT do its magic, but then just trash the
> emails.
>
> Matt
>
> On Mon, Mar 2, 2009 at 4:04 PM, Aaron Guise  wrote:
>
>> Hi,
>>
>> Presently we have several servers which send a notification email to our
>> RT instance.  I just wondered does anyone no of a way that we can prevent
>> auto-replies and resolved emails going to these email addresses.  The reason
>> being is it is just servern...@ourdomain.co.nz which is not setup as a
>> mailbox and causes sendmail of course to log it's inability to send it and
>> bounced mail recorded in our exchange server. Can we do this?
>> --
>> Regards
>>
>> Aaron
>>
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>
>
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[rt-users] Stop emails being sent for certain email addresses

[Aaron Guise]

Hi,

Presently we have several servers which send a notification email to our RT
instance.  I just wondered does anyone no of a way that we can prevent
auto-replies and resolved emails going to these email addresses.  The reason
being is it is just servern...@ourdomain.co.nz which is not setup as a
mailbox and causes sendmail of course to log it's inability to send it and
bounced mail recorded in our exchange server. Can we do this?
--
Regards

Aaron
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Re: [rt-users] DB Problems upgrading to RT 3.8.2 from 3.6.5

[Aaron Guise]

Hi Dave,

MySQL has to convert each one of those attachments to the new datatype.
Sadly this just takes time.  Our DB is only miniscule compared to yours and
from memory it takes around an 1hour just to get through all of our
attachments.

I think it is highly likely that this could be normal due to the amount of
data it has to manipulate. But as it said in the docs you need to test
everything.  especially those binary attachments namely .pdf,.xls etc.  I
have some difficulty with my database for some reason or another where in
doing the schema upgrade it proceeds to corrupt them all

--
Regards

Aaron

On Mon, Mar 2, 2009 at 2:16 PM, David Hobley wrote:

> Hello,
>
> I have a (happily) running RT 3.6.5 with approx 300,000 tickets in it and a
> database of size of around 9 Gig (lots of attachments sadly). I have the
> application upgraded, but when I try and run the schema upgrade in my test
> environment it is taking forever (for values of forever which equate to
> around 6 days anyway):
>
> # perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 root "password  >
> ~/sql.queries
> # time `mysql -p rt3 < ~/sql.queries`
> Enter password:
>
> real8727m23.622s
> user0m0.012s
> sys0m0.004s
>
> Does anyone have any suggestions as to how I can make this faster? I have
> tried to optimise MySQL as much as possible, but I am not a db expert and
> obviously there is something wrong. Nb. The test environment is actually
> more powerful than the production one after having shutdown evey VM on the
> machine and ensured I was only running this for the time it took.
> --
> Cheers,
> David
>
>
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[rt-users] HTML Displayed by default if exists RT 3.8.0

[Aaron Guise]

Hi Everyone,

I have a question regarding the Ticket History,  At the present time when
viewing the ticket history it shows the content matching text/plain by
default.  What ideally I would like to do is have it display the text/html
version if it exists.  i.e emailed from outlook with s table,  it is stupid
but our users seem to love these things.  But I can see the definite benefit
in having the info in a table also.

Any ideas whether;
1. This is possible?
2. Where should we look?

--
Regards

Aaron
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Re: [rt-users] Fwd: A little Scrip help

[Aaron Guise]

Hi All,

I have investigated the possiblility of having the trigger rule out one of
these transactions.  I have now come up with the below ammendment which I
feel should work but we now get a total of 0 emails sent so I feel it is
flawed. Any ideas?
*
CODE:*
my $txn = $self->TransactionObj;
return 0 unless $txn->Type =~ /^AddLink$/i;
return 0 unless $txn->Field =~ /^MergedInto$/i;
if ($txn->NewValue =~ $txn->ObjectID)
{
return 1;
}
else
{
return 0;
}
return 1;

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Sat, Feb 28, 2009 at 6:25 AM, Potla, Ashish Bassaliel <
c_apo...@qualcomm.com> wrote:

> Hi,
> When you merge two tickets , I think the condition you have defined is
> evaluating to a true condition for both the tickets individually.
> When the action that is 'notify owner' takes place, in both cases the
> ticket that is retrieved by ID will be the same as the tickets are now
> merged(Merged tickets have same ID numbers,the one into which you merged a
> ticket into).
>
> Anyways, try tweaking the condition a bit so that when two tickets are
> merged, the condition evaluates true only to one of them, preferably the one
> into which a ticket is merged.
>
> -Ashish
> 
> From: rt-users-boun...@lists.bestpractical.com [
> rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [
> kfcroc...@lbl.gov]
> Sent: Friday, February 27, 2009 10:50 PM
> To: Aaron Guise
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Fwd: A little Scrip help
>
> Aaron,
>
>
>Well, I'm at a loss as well. Sorry.
>
>
> Kenn
> LBNL
>
> On 2/26/2009 4:58 PM, Aaron Guise wrote:
> >  I thought of this scenario already,  but I created the ticket from
> > another external email address which is separate from my work one which
> > RT Responds to. I am the owner of the ticket data is merged with and
> > hence I get one email but I have a feeling it may be emailing twice as
> > there is two tickets which become one and effectively I become the owner
> > of both.
> >
> > But it reports the ID# of the only remaining ticket in both emails.
> >
> > On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker  > <mailto:kfcroc...@lbl.gov>> wrote:
> >
> > Aaron,
> >
> >
> >Are the persons getting the Email in more than 1 role? FOr
> >     example; If I am the Requestor & the Owner and someone merges a
> > ticket into mine am I getting 1 email as requestor and 1 as owner?
> > Just a thought.
> >
> > Kenn
> > LBNL
> >
> >
> > On 2/26/2009 3:17 PM, Aaron Guise wrote:
> >
> >
> >
> > -- Forwarded message --
> > From: *Aaron Guise*  > <mailto:aa...@guise.net.nz> <mailto:aa...@guise.net.nz
> > <mailto:aa...@guise.net.nz>>>
> > Date: Fri, Feb 27, 2009 at 12:17 PM
> > Subject: Re: [rt-users] A little Scrip help
> > To: Kenneth Crocker  > <mailto:kfcroc...@lbl.gov> <mailto:kfcroc...@lbl.gov
> > <mailto:kfcroc...@lbl.gov>>>
> >
> >
> > Yeah, Have double checked all of those scrips/templates again.
> >  The only one that nets an output matching that is the
> > MergeNotifier Template.  Looking in the RT interface for the
> > ticket it shows that the same email sent twice one second apart.
> >
> > I even disabled a whole bunch of other scrips which may have
> > sent a duplicate message but still to no avail. This just
> > shouldn't be happening from what I can tell.
> >
> >*Regards,*
> >
> >*Aaron Guise
> >027 212 6638
> >aa...@guise.net.nz <mailto:aa...@guise.net.nz>
> > <mailto:aa...@guise.net.nz <mailto:aa...@guise.net.nz>>
> > *
> >
> >
> >
> > On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker
> > mailto:kfcroc...@lbl.gov>
> > <mailto:kfcroc...@lbl.gov <mailto:kfcroc...@lbl.gov>>> wrote:
> >
> >Aaron,
> >
> >
> >   Check to see if there are other scrips that are
> initiated
> >with an owner change or ticket creation, etc. Is the template
> >wording the same? Perhaps different wording for templates used
> by
> >    different scrips will give you a clue.
> >
> >
> >Ke

Re: [rt-users] Fwd: A little Scrip help

[Aaron Guise]

I will definitely look at tweaking that scrip as you mentioned.  I'll let
you know whether I happen to get it nailed.

On Sat, Feb 28, 2009 at 6:25 AM, Potla, Ashish Bassaliel <
c_apo...@qualcomm.com> wrote:

> Hi,
> When you merge two tickets , I think the condition you have defined is
> evaluating to a true condition for both the tickets individually.
> When the action that is 'notify owner' takes place, in both cases the
> ticket that is retrieved by ID will be the same as the tickets are now
> merged(Merged tickets have same ID numbers,the one into which you merged a
> ticket into).
>
> Anyways, try tweaking the condition a bit so that when two tickets are
> merged, the condition evaluates true only to one of them, preferably the one
> into which a ticket is merged.
>
> -Ashish
> 
> From: rt-users-boun...@lists.bestpractical.com [
> rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [
> kfcroc...@lbl.gov]
> Sent: Friday, February 27, 2009 10:50 PM
> To: Aaron Guise
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Fwd: A little Scrip help
>
> Aaron,
>
>
>Well, I'm at a loss as well. Sorry.
>
>
> Kenn
> LBNL
>
> On 2/26/2009 4:58 PM, Aaron Guise wrote:
> >  I thought of this scenario already,  but I created the ticket from
> > another external email address which is separate from my work one which
> > RT Responds to. I am the owner of the ticket data is merged with and
> > hence I get one email but I have a feeling it may be emailing twice as
> > there is two tickets which become one and effectively I become the owner
> > of both.
> >
> > But it reports the ID# of the only remaining ticket in both emails.
> >
> > On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker  > <mailto:kfcroc...@lbl.gov>> wrote:
> >
> > Aaron,
> >
> >
> >Are the persons getting the Email in more than 1 role? FOr
> > example; If I am the Requestor & the Owner and someone merges a
> > ticket into mine am I getting 1 email as requestor and 1 as owner?
> > Just a thought.
> >
> > Kenn
> > LBNL
> >
> >
> > On 2/26/2009 3:17 PM, Aaron Guise wrote:
> >
> >
> >
> > -- Forwarded message --
> > From: *Aaron Guise*  > <mailto:aa...@guise.net.nz> <mailto:aa...@guise.net.nz
> > <mailto:aa...@guise.net.nz>>>
> > Date: Fri, Feb 27, 2009 at 12:17 PM
> > Subject: Re: [rt-users] A little Scrip help
> > To: Kenneth Crocker  > <mailto:kfcroc...@lbl.gov> <mailto:kfcroc...@lbl.gov
> > <mailto:kfcroc...@lbl.gov>>>
> >
> >
> > Yeah, Have double checked all of those scrips/templates again.
> >  The only one that nets an output matching that is the
> > MergeNotifier Template.  Looking in the RT interface for the
> > ticket it shows that the same email sent twice one second apart.
> >
> > I even disabled a whole bunch of other scrips which may have
> > sent a duplicate message but still to no avail. This just
> > shouldn't be happening from what I can tell.
> >
> >*Regards,*
> >
> >*Aaron Guise
> >027 212 6638
> >aa...@guise.net.nz <mailto:aa...@guise.net.nz>
> > <mailto:aa...@guise.net.nz <mailto:aa...@guise.net.nz>>
> > *
> >
> >
> >
> > On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker
> > mailto:kfcroc...@lbl.gov>
> > <mailto:kfcroc...@lbl.gov <mailto:kfcroc...@lbl.gov>>> wrote:
> >
> >Aaron,
> >
> >
> >   Check to see if there are other scrips that are
> initiated
> >with an owner change or ticket creation, etc. Is the template
> >wording the same? Perhaps different wording for templates used
> by
> >different scrips will give you a clue.
> >
> >
> >Kenn
> >LBNL
> >
> >
> >On 2/26/2009 12:46 PM, Aaron Guise wrote:
> >
> >Hi,
> >
> >I have just now amended our RT_SiteConfig with
> >Set($UseTransactionBatch, 1);
> >
> >Unfortunately it still triggered two emails.  The scrip
> > itself
> >is set to us

Re: [rt-users] Fwd: A little Scrip help

[Aaron Guise]

That makes two of us, anyway thanks for your assistance thusfar.

On Sat, Feb 28, 2009 at 6:20 AM, Kenneth Crocker  wrote:

> Aaron,
>
>
>Well, I'm at a loss as well. Sorry.
>
>
> Kenn
> LBNL
>
> On 2/26/2009 4:58 PM, Aaron Guise wrote:
>
>>  I thought of this scenario already,  but I created the ticket from
>> another external email address which is separate from my work one which RT
>> Responds to. I am the owner of the ticket data is merged with and hence I
>> get one email but I have a feeling it may be emailing twice as there is two
>> tickets which become one and effectively I become the owner of both.
>> But it reports the ID# of the only remaining ticket in both emails.
>> On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker > kfcroc...@lbl.gov>> wrote:
>>
>>Aaron,
>>
>>
>>   Are the persons getting the Email in more than 1 role? FOr
>>example; If I am the Requestor & the Owner and someone merges a
>>ticket into mine am I getting 1 email as requestor and 1 as owner?
>>Just a thought.
>>
>>    Kenn
>>LBNL
>>
>>
>>On 2/26/2009 3:17 PM, Aaron Guise wrote:
>>
>>
>>
>>-- Forwarded message --
>>From: *Aaron Guise* ><mailto:aa...@guise.net.nz> <mailto:aa...@guise.net.nz
>><mailto:aa...@guise.net.nz>>>
>>Date: Fri, Feb 27, 2009 at 12:17 PM
>>Subject: Re: [rt-users] A little Scrip help
>>To: Kenneth Crocker ><mailto:kfcroc...@lbl.gov> <mailto:kfcroc...@lbl.gov
>><mailto:kfcroc...@lbl.gov>>>
>>
>>
>>Yeah, Have double checked all of those scrips/templates again.
>> The only one that nets an output matching that is the
>>MergeNotifier Template.  Looking in the RT interface for the
>>ticket it shows that the same email sent twice one second apart.
>>
>>I even disabled a whole bunch of other scrips which may have
>>sent a duplicate message but still to no avail. This just
>>shouldn't be happening from what I can tell.
>>
>>   *Regards,*
>>
>>   *Aaron Guise
>>   027 212 6638
>>   aa...@guise.net.nz <mailto:aa...@guise.net.nz>
>><mailto:aa...@guise.net.nz <mailto:aa...@guise.net.nz>>
>>*
>>
>>
>>
>>On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker
>>mailto:kfcroc...@lbl.gov>
>><mailto:kfcroc...@lbl.gov <mailto:kfcroc...@lbl.gov>>> wrote:
>>
>>   Aaron,
>>
>>
>>  Check to see if there are other scrips that are initiated
>>   with an owner change or ticket creation, etc. Is the template
>>   wording the same? Perhaps different wording for templates used
>> by
>>   different scrips will give you a clue.
>>
>>
>>   Kenn
>>   LBNL
>>
>>
>>   On 2/26/2009 12:46 PM, Aaron Guise wrote:
>>
>>   Hi,
>>
>>   I have just now amended our RT_SiteConfig with
>>   Set($UseTransactionBatch, 1);
>>
>>   Unfortunately it still triggered two emails.  The scrip
>>itself
>>   is set to use transaction batch. I have posted a
>>screenshot here
>>   with the whole configuration of that particular scrip.
>>
>>
>>  *Regards,*
>>
>>  *Aaron Guise
>>  027 212 6638
>>  aa...@guise.net.nz <mailto:aa...@guise.net.nz>
>><mailto:aa...@guise.net.nz <mailto:aa...@guise.net.nz>>
>>   <mailto:aa...@guise.net.nz <mailto:aa...@guise.net.nz>
>><mailto:aa...@guise.net.nz <mailto:aa...@guise.net.nz>>>
>>   *
>>
>>
>>
>>
>>   On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker
>>   mailto:kfcroc...@lbl.gov>
>><mailto:kfcroc...@lbl.gov <mailto:kfcroc...@lbl.gov>>
>>   <mailto:kfcroc...@lbl.gov <mailto:kfcroc...@lbl.gov>
>><mailto:kfcroc...@lbl.gov <mailto:kfcroc...@lbl.gov>>>> wrote:
>>
>>  Aaron,
>>
>>
>> You need to turn on TransactionBatch in your
>>   RT_SiteConfig.pm
>>  

Re: [rt-users] Fwd: A little Scrip help

[Aaron Guise]

 I thought of this scenario already,  but I created the ticket from another
external email address which is separate from my work one which RT Responds
to. I am the owner of the ticket data is merged with and hence I get one
email but I have a feeling it may be emailing twice as there is two tickets
which become one and effectively I become the owner of both.

But it reports the ID# of the only remaining ticket in both emails.

On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker  wrote:

> Aaron,
>
>
>Are the persons getting the Email in more than 1 role? FOr example;
> If I am the Requestor & the Owner and someone merges a ticket into mine am I
> getting 1 email as requestor and 1 as owner? Just a thought.
>
> Kenn
> LBNL
>
> On 2/26/2009 3:17 PM, Aaron Guise wrote:
>
>>
>>
>> ------ Forwarded message --
>> From: *Aaron Guise* mailto:aa...@guise.net.nz>>
>> Date: Fri, Feb 27, 2009 at 12:17 PM
>> Subject: Re: [rt-users] A little Scrip help
>> To: Kenneth Crocker mailto:kfcroc...@lbl.gov>>
>>
>>
>> Yeah, Have double checked all of those scrips/templates again.  The only
>> one that nets an output matching that is the MergeNotifier Template.
>>  Looking in the RT interface for the ticket it shows that the same email
>> sent twice one second apart.
>>
>> I even disabled a whole bunch of other scrips which may have sent a
>> duplicate message but still to no avail. This just shouldn't be happening
>> from what I can tell.
>>
>>*Regards,*
>>
>>*Aaron Guise
>>027 212 6638
>>aa...@guise.net.nz <mailto:aa...@guise.net.nz>
>> *
>>
>>
>>
>> On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker > kfcroc...@lbl.gov>> wrote:
>>
>>Aaron,
>>
>>
>>   Check to see if there are other scrips that are initiated
>>with an owner change or ticket creation, etc. Is the template
>>wording the same? Perhaps different wording for templates used by
>>different scrips will give you a clue.
>>
>>
>>Kenn
>>LBNL
>>
>>
>>On 2/26/2009 12:46 PM, Aaron Guise wrote:
>>
>>Hi,
>>
>>I have just now amended our RT_SiteConfig with
>>Set($UseTransactionBatch, 1);
>>
>>Unfortunately it still triggered two emails.  The scrip itself
>>is set to use transaction batch. I have posted a screenshot here
>>with the whole configuration of that particular scrip.
>>
>>
>>   *Regards,*
>>
>>   *Aaron Guise
>>   027 212 6638
>>   aa...@guise.net.nz <mailto:aa...@guise.net.nz>
>><mailto:aa...@guise.net.nz <mailto:aa...@guise.net.nz>>
>>*
>>
>>
>>
>>
>>On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker
>>mailto:kfcroc...@lbl.gov>
>><mailto:kfcroc...@lbl.gov <mailto:kfcroc...@lbl.gov>>> wrote:
>>
>>   Aaron,
>>
>>
>>  You need to turn on TransactionBatch in your
>>RT_SiteConfig.pm
>>   file in /RTHOME/etc directory. That should allow you to use that
>>   stage option.
>>
>>
>>   Kenn
>>   LBNL
>>
>>
>>   On 2/26/2009 10:33 AM, Aaron Guise wrote:
>>
>>   If set to transaction batch which is marked Transaction
>>   Batch(Disabled) it seems the script is just disabled as
>>    no email
>>   is sent.
>>
>>   On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish Bassaliel
>>   mailto:c_apo...@qualcomm.com>
>><mailto:c_apo...@qualcomm.com <mailto:c_apo...@qualcomm.com>>
>>   <mailto:c_apo...@qualcomm.com
>><mailto:c_apo...@qualcomm.com> <mailto:c_apo...@qualcomm.com
>><mailto:c_apo...@qualcomm.com>>>>
>>
>>   wrote:
>>
>>
>>  
>>  From: Potla, Ashish Bassaliel
>>  Sent: Thursday, February 26, 2009 5:59 PM
>>  To: Aaron Guise
>>  Subject: RE: [rt-users] A little Scrip help
>>
>>  Is the scrip set to 'Transaction Batch' or
>>'Transaction Create'?
>>  Set it to Transaction Batch.
>>
>>  -Ashish
>>  

[rt-users] Fwd: A little Scrip help

[Aaron Guise]

-- Forwarded message --
From: Aaron Guise 
Date: Fri, Feb 27, 2009 at 12:17 PM
Subject: Re: [rt-users] A little Scrip help
To: Kenneth Crocker 


Yeah, Have double checked all of those scrips/templates again.  The only one
that nets an output matching that is the MergeNotifier Template.  Looking in
the RT interface for the ticket it shows that the same email sent twice one
second apart.

I even disabled a whole bunch of other scrips which may have sent a
duplicate message but still to no avail. This just shouldn't be happening
from what I can tell.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker  wrote:

> Aaron,
>
>
>Check to see if there are other scrips that are initiated with an
> owner change or ticket creation, etc. Is the template wording the same?
> Perhaps different wording for templates used by different scrips will give
> you a clue.
>
>
> Kenn
> LBNL
>
> On 2/26/2009 12:46 PM, Aaron Guise wrote:
>
>> Hi,
>>
>> I have just now amended our RT_SiteConfig with Set($UseTransactionBatch,
>> 1);
>>
>> Unfortunately it still triggered two emails.  The scrip itself is set to
>> use transaction batch. I have posted a screenshot here with the whole
>> configuration of that particular scrip.
>>
>>
>>*Regards,*
>>
>>*Aaron Guise
>>027 212 6638
>>aa...@guise.net.nz <mailto:aa...@guise.net.nz>
>> *
>>
>>
>>
>> On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker > kfcroc...@lbl.gov>> wrote:
>>
>>Aaron,
>>
>>
>>   You need to turn on TransactionBatch in your RT_SiteConfig.pm
>>file in /RTHOME/etc directory. That should allow you to use that
>>stage option.
>>
>>
>>Kenn
>>LBNL
>>
>>
>>On 2/26/2009 10:33 AM, Aaron Guise wrote:
>>
>>If set to transaction batch which is marked Transaction
>>Batch(Disabled) it seems the script is just disabled as no email
>>is sent.
>>
>>On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish Bassaliel
>>    mailto:c_apo...@qualcomm.com>
>><mailto:c_apo...@qualcomm.com <mailto:c_apo...@qualcomm.com>>>
>>wrote:
>>
>>
>>   
>>   From: Potla, Ashish Bassaliel
>>   Sent: Thursday, February 26, 2009 5:59 PM
>>   To: Aaron Guise
>>   Subject: RE: [rt-users] A little Scrip help
>>
>>   Is the scrip set to 'Transaction Batch' or 'Transaction Create'?
>>   Set it to Transaction Batch.
>>
>>   -Ashish
>>   
>>   From: rt-users-boun...@lists.bestpractical.com
>>    <mailto:rt-users-boun...@lists.bestpractical.com>
>>   <mailto:rt-users-boun...@lists.bestpractical.com
>><mailto:rt-users-boun...@lists.bestpractical.com>>
>>
>>   [rt-users-boun...@lists.bestpractical.com
>><mailto:rt-users-boun...@lists.bestpractical.com>
>>   <mailto:rt-users-boun...@lists.bestpractical.com
>><mailto:rt-users-boun...@lists.bestpractical.com>>] On Behalf Of
>>   Aaron Guise [aa...@guise.net.nz <mailto:aa...@guise.net.nz>
>><mailto:aa...@guise.net.nz <mailto:aa...@guise.net.nz>>]
>>
>>
>>   Sent: Thursday, February 26, 2009 4:02 PM
>>   To: rt-users@lists.bestpractical.com
>><mailto:rt-users@lists.bestpractical.com>
>>   <mailto:rt-users@lists.bestpractical.com
>><mailto:rt-users@lists.bestpractical.com>>
>>
>>   Subject: [rt-users] A little Scrip help
>>
>>   Hi,
>>
>>   I have implemented a scrip to notify the owner in the event
>>someone
>>   else merges data into one of their tickets.  All works well
>>but alas
>>   it actually sends the notification twice.  There is probably
>>a real
>>   simple answer but it is baffling me.  Have just ignored it
>>the last
>>   few months but now I am a little beyond that.
>>
>>   The scrip used is noted below;
>>
>>   my $txn = $self->TransactionObj;
>>   return undef unless $txn->Type =~ /^AddLink$/i;
>>   return u

Re: [rt-users] A little Scrip help

[Aaron Guise]

On Fri, Feb 27, 2009 at 9:46 AM, Aaron Guise  wrote:

> Hi,
>
> I have just now amended our RT_SiteConfig with Set($UseTransactionBatch,
> 1);
>
> Unfortunately it still triggered two emails.  The scrip itself is set to
> use transaction batch.
>
>
> *Regards,*
>
> *Aaron Guise
> 027 212 6638
> aa...@guise.net.nz
>  *
>
>
>
> On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker wrote:
>
>> Aaron,
>>
>>
>>You need to turn on TransactionBatch in your RT_SiteConfig.pm file
>> in /RTHOME/etc directory. That should allow you to use that stage option.
>>
>>
>> Kenn
>> LBNL
>>
>> On 2/26/2009 10:33 AM, Aaron Guise wrote:
>>
>>> If set to transaction batch which is marked Transaction Batch(Disabled)
>>> it seems the script is just disabled as no email is sent.
>>>
>>> On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish Bassaliel <
>>> c_apo...@qualcomm.com <mailto:c_apo...@qualcomm.com>> wrote:
>>>
>>>
>>>
>>>From: Potla, Ashish Bassaliel
>>>Sent: Thursday, February 26, 2009 5:59 PM
>>>To: Aaron Guise
>>>Subject: RE: [rt-users] A little Scrip help
>>>
>>>Is the scrip set to 'Transaction Batch' or 'Transaction Create'?
>>>Set it to Transaction Batch.
>>>
>>>-Ashish
>>>
>>>From: rt-users-boun...@lists.bestpractical.com
>>><mailto:rt-users-boun...@lists.bestpractical.com>
>>>[rt-users-boun...@lists.bestpractical.com
>>><mailto:rt-users-boun...@lists.bestpractical.com>] On Behalf Of
>>>Aaron Guise [aa...@guise.net.nz <mailto:aa...@guise.net.nz>]
>>>Sent: Thursday, February 26, 2009 4:02 PM
>>>To: rt-users@lists.bestpractical.com
>>><mailto:rt-users@lists.bestpractical.com>
>>>Subject: [rt-users] A little Scrip help
>>>
>>>Hi,
>>>
>>>I have implemented a scrip to notify the owner in the event someone
>>>else merges data into one of their tickets.  All works well but alas
>>>it actually sends the notification twice.  There is probably a real
>>>simple answer but it is baffling me.  Have just ignored it the last
>>>few months but now I am a little beyond that.
>>>
>>>The scrip used is noted below;
>>>
>>>my $txn = $self->TransactionObj;
>>>return undef unless $txn->Type =~ /^AddLink$/i;
>>>return undef unless $txn->Field =~ /^MergedInto$/i;
>>>return 1;
>>>
>>>Any assistance in stopping this will be greatly appreciated.
>>>
>>>--
>>>Regards
>>>
>>>Aaron
>>>___
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>>>
>>>Community help: http://wiki.bestpractical.com
>>>Commercial support: sa...@bestpractical.com
>>><mailto:sa...@bestpractical.com>
>>>
>>>
>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>> 
>>>
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>>>
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>>> a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>
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Re: [rt-users] A little Scrip help

[Aaron Guise]

If set to transaction batch which is marked Transaction Batch(Disabled) it
seems the script is just disabled as no email is sent.

On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish Bassaliel <
c_apo...@qualcomm.com> wrote:

>
> 
> From: Potla, Ashish Bassaliel
> Sent: Thursday, February 26, 2009 5:59 PM
> To: Aaron Guise
> Subject: RE: [rt-users] A little Scrip help
>
> Is the scrip set to 'Transaction Batch' or 'Transaction Create'?
> Set it to Transaction Batch.
>
> -Ashish
> 
> From: rt-users-boun...@lists.bestpractical.com [
> rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise [
> aa...@guise.net.nz]
> Sent: Thursday, February 26, 2009 4:02 PM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] A little Scrip help
>
> Hi,
>
> I have implemented a scrip to notify the owner in the event someone else
> merges data into one of their tickets.  All works well but alas it actually
> sends the notification twice.  There is probably a real simple answer but it
> is baffling me.  Have just ignored it the last few months but now I am a
> little beyond that.
>
> The scrip used is noted below;
>
> my $txn = $self->TransactionObj;
> return undef unless $txn->Type =~ /^AddLink$/i;
> return undef unless $txn->Field =~ /^MergedInto$/i;
> return 1;
>
> Any assistance in stopping this will be greatly appreciated.
>
> --
> Regards
>
> Aaron
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>
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> Commercial support: sa...@bestpractical.com
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[rt-users] A little Scrip help

[Aaron Guise]

Hi,

I have implemented a scrip to notify the owner in the event someone else
merges data into one of their tickets.  All works well but alas it actually
sends the notification twice.  There is probably a real simple answer but it
is baffling me.  Have just ignored it the last few months but now I am a
little beyond that.
The scrip used is noted below;

my $txn = $self->TransactionObj;
return undef unless $txn->Type =~ /^AddLink$/i;
return undef unless $txn->Field =~ /^MergedInto$/i;
return 1;

Any assistance in stopping this will be greatly appreciated.

-- 
Regards

Aaron
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Re: [rt-users] User forgot

[Aaron Guise]

The default account is actually root.
password is password unless whoever set it up has changed it,

On Tue, Feb 3, 2009 at 9:43 PM, Alf Stockton  wrote:

> My user has mislaid/forgotten their ID's and passwords.:-(
> Is there any way I can retrieve them?
> For that matter is there a default administrator user name and password?
> The version involved is 3.6
>
> --
> Regards,
> Alf Stocktonwww.stockton.co.za
>
> Q:  What do they call the alphabet in Arkansas?
> A:  The impossible dream.
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>
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Re: [rt-users] Anyone get Exchange working?

[Aaron Guise]

Hi,

I have RT working very well indeed at my workplace.  Running Sendmail with
our exchange server running as a smart host.  All outgoing email is passwed
through the exchange server and as for inbound mail this is forwarded from
exchange to RT via an email contact.  But as said it works very well.


What are you having difficullty with?
Which MTA are you using Sendmail/Postfix?

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Mon, Feb 2, 2009 at 3:51 PM, GravyFace  wrote:

> Having a heck of a time using Exchange as a relay/smarthost as
> described in the wiki article's scenario 2:
> http://wiki.bestpractical.com/view/MSExchangeRelay
>
> If anyone has this working, please give me a hand.
>
> Thank you
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>
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>
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Re: [rt-users] RT 3.8.0 - AdminCC issues

[Aaron Guise]

Thanks Jesse,

I must've overlooked that one.  That fixed things up a treat. Must update to
postfix sometime so can use that.

*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aa...@guise.net.nz
 *



On Mon, Jan 19, 2009 at 10:09 AM, Jesse Vincent wrote:

>
>
>
> On Mon, Jan 19, 2009 at 10:03:34AM +1300, Aaron Guise wrote:
> > Hi,
> >
> > Presently we are having alot of problems with AdminCC correspondence.
>  The
> > below is information from the mail server (Sendmail) it is bouncing these
> > back to the web server user.
> >
> > This has only happened a few weeks ago and is causing a hell of a lot of
> > bounced mail, anyone seen this or know what may be causing this?
>
> from RT_Config.pm:
>
>
> =item C<$UseFriendlyToLine>
>
> RT can optionally set a "Friendly" 'To:' header when sending messages to
> Ccs or AdminCcs (rather than having a blank 'To:' header.
>
> This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> If you are using sendmail, rather than postfix, qmail, exim or some
> other MTA,
> you _must_ disable this option.
>
> =cut
>
> Set($UseFriendlyToLine, 0);
>
> >
> > The original message was received at Mon, 19 Jan 2009 09:51:04 +1300
> > from www-d...@localhost
> >
> >- The following addresses had permanent fatal errors -
> > "AdminCc of Sitel SR Ticket #17203":;
> >
> >- Transcript of session follows -
> > 553 5.1.3 "AdminCc of Sitel SR Ticket #17203":;... List:; syntax
> > illegal for recipient
> > addresses
> >
> >
> > *Regards,*
> >
> > *Aaron Guise
> >   07 854 7824
> > 027 212 6638
> > aa...@guise.net.nz
> >  *
>
> > ___
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> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sa...@bestpractical.com
> >
> >
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>
> --
>
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[rt-users] RT 3.8.0 - AdminCC issues

[Aaron Guise]

Hi,

Presently we are having alot of problems with AdminCC correspondence.  The
below is information from the mail server (Sendmail) it is bouncing these
back to the web server user.

This has only happened a few weeks ago and is causing a hell of a lot of
bounced mail, anyone seen this or know what may be causing this?

The original message was received at Mon, 19 Jan 2009 09:51:04 +1300
from www-d...@localhost

   - The following addresses had permanent fatal errors -
"AdminCc of Sitel SR Ticket #17203":;

   - Transcript of session follows -
553 5.1.3 "AdminCc of Sitel SR Ticket #17203":;... List:; syntax
illegal for recipient
addresses


*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aa...@guise.net.nz
 *
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Re: [rt-users] Images corrupted after upgrade to 3.8.0

[Aaron Guise]

Problem is resolved.  I re-dumped the sql for attachments.  then dumped all
other tables separately too.  completed a new "make install" and "make
initialize-database" imported all the other table data and then imported the
attachments.

This has been bothering me a while so is great to be finally resolved, so
can upgrade our production server.

On Mon, Jan 12, 2009 at 12:19 AM, Aaron Guise  wrote:

> Hi,
>
> Just recently have updated to RT-3.8.0 unfortuately it appears that all
> images whom were stored in the database have been slightly corrupted.
> However all other binary type attachments seem to be ok.
>
> I have run both the schema upgrade to upgrade the database objects along
> with the instructions found in UPGRADING.mysql.  Any thoughts on why this
> might be? database was dumped with default-character-set=binary.
>
> *Regards,*
>
> *Aaron Guise
>   07 854 7824
> 027 212 6638
> aa...@guise.net.nz
>  *
>
>
>
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Re: [rt-users] Images corrupted after upgrade to 3.8.0

[Aaron Guise]

Correction, it actually appears to have broken the majority of binary
attachments.  There are only a couple that I have found to work.

On Mon, Jan 12, 2009 at 12:19 AM, Aaron Guise  wrote:

> Hi,
>
> Just recently have updated to RT-3.8.0 unfortuately it appears that all
> images whom were stored in the database have been slightly corrupted.
> However all other binary type attachments seem to be ok.
>
> I have run both the schema upgrade to upgrade the database objects along
> with the instructions found in UPGRADING.mysql.  Any thoughts on why this
> might be? database was dumped with default-character-set=binary.
>
> *Regards,*
>
> *Aaron Guise
>   07 854 7824
> 027 212 6638
> aa...@guise.net.nz
>  *
>
>
>
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[rt-users] Images corrupted after upgrade to 3.8.0

[Aaron Guise]

Hi,

Just recently have updated to RT-3.8.0 unfortuately it appears that all
images whom were stored in the database have been slightly corrupted.
However all other binary type attachments seem to be ok.

I have run both the schema upgrade to upgrade the database objects along
with the instructions found in UPGRADING.mysql.  Any thoughts on why this
might be? database was dumped with default-character-set=binary.

*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aa...@guise.net.nz
 *
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[rt-users] Upgrading from RT 3.6.5 to 3.8.0

[Aaron Guise]

Hi,

Was following instructions re: upgrading. upon running the upgrade script I
get the below error when hitting the 3.7.82 update.  Anyone have any ideas
where I should look in order to resolve this one?

Working with:
Type:   mysql
Host:
Name:   rt3
User:   rt_user
DBA:root
Enter RT version you're upgrading from: 3.6.5
Going to apply following upgrades:
* 3.7.1
* 3.7.3
* 3.7.10
* 3.7.15
* 3.7.19
* 3.7.81
* 3.7.82
* 3.7.85
* 3.7.86
* 3.7.87
* 3.8.0
HI THERE IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.7.1
Processing 3.7.3
Now populating database schema.
Processing 3.7.10
Processing 3.7.15
Processing 3.7.19
Processing 3.7.81
Now populating database schema.
[Sun Jan 11 02:29:24 2009] [crit]: DBD::mysql::st execute failed: Duplicate
key name 'CachedGroupMembers3' at /opt/rt3/sbin/../lib/RT/Handle.pm line
463. (/opt/rt3/sbin/../lib/RT.pm:375)
DBD::mysql::st execute failed: Duplicate key name 'CachedGroupMembers3' at
/opt/rt3/sbin/../lib/RT/Handle.pm line 463.

*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aa...@guise.net.nz
 *
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Re: [rt-users] Upgrade trouble 3.8.1

[Aaron Guise]

yeah,  I had followed those instructions too.  On all binary atachments I am
now getting an error saying the attachment cannot be displayed, because it
contains errors.

On Sat, Jan 10, 2009 at 2:46 AM, Jesse Vincent wrote:

>
>
>
> On Sat, Jan 10, 2009 at 12:46:24AM +1300, Aaron Guise wrote:
> > Hi,
> >
> > I have applied the updates to the schema but whenever I try to view an
> > attached image I get this instead;
> > [image: http://hamrttest/Ticket/Attachment/235/90/image001.jpg]
> > http://hamrttest/Ticket/Attachment/235/90/image001.jpg
> >
> > This is instead of any binary type attachments.  However when running
> 3.8.0
> > I can view the attachments all correctly. Any ideas where to go from
> here?
>
>
> My guess is that it's related to the instructions in UPGRADING.mysql in
> the RT distribution, but I can't really tell, as it doesn't appear that
> an image was actually in the mail you sent.
>
> Best,
> Jesse
> >
> > *Regards,*
> >
> > *Aaron Guise
> >   07 854 7824
> > 027 212 6638
> > aa...@guise.net.nz
> >  *
>
> > ___
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>
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[rt-users] Upgrade trouble 3.8.1

[Aaron Guise]

Hi,

I have applied the updates to the schema but whenever I try to view an
attached image I get this instead;
[image: http://hamrttest/Ticket/Attachment/235/90/image001.jpg]
http://hamrttest/Ticket/Attachment/235/90/image001.jpg

This is instead of any binary type attachments.  However when running 3.8.0
I can view the attachments all correctly. Any ideas where to go from here?

*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
aa...@guise.net.nz
 *
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[rt-users] OnMerge Issues

[Aaron Guise]

Hi,

We just recently upgraded our RT from 3.6.5 to 3.8.0.  On 3.6.5 we had a
scrip which would send an email to notify the owner of a ticket in the event
that someone merged another ticket within it.

Unfortunately since the upgrade to 3.8.0 this no longer works.

The custom condition I used to use was/is;

my $txn = $self->TransactionObj;
return undef unless $txn->Type =~ /^AddLink$/i;
return undef unless $txn->Field =~ /^MergedInto$/i;
return 1;

Is there something that is handled differently in 3.8.0? Do I need
this scrip or is there another way to do this, it seemed pretty
simple.

--
Regards

Aaron
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[rt-users] RTx::EmailCompletion config problems

[Aaron Guise]

I'm having problems properly configuring RTx::EmailCompletion. I found this
extention through the RT Wiki, I have installed it correctly but I still
don't have any auto-completions occuring.
I have checked the Readme contained with the extension and cannot for the
life of me see why it isn't working, seemed simple enough.

So far, I've tried to install the module manually (Normal perl module
install), also after this didn't work I tried to install via CPAN. Again
this seems to end up with the same result.

I'm using RT 3.8.0 on Debian Etch with Apache/1.3.34 (Debian),mod_perl.

Can anyone point me in the right direction to get this working?

*Regards,*

*Aaron Guise
  07 854 7824
027 212 6638
[EMAIL PROTECTED]
 *
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