Re: [rt-users] Question about moving between queues
in the log for the user is “Queue changed from General to” That blank instead of Queue name probably means you have no rights to see that queue, not even it's printed name. use the root RT user to check that queue, group rights and see. Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-mailgate
I tried several things to get the cert path into the environment for LWP,
none worked:
1. Adding this to /etc/fetchmailrc
mda env PERL_LWP_SSL_CA_PATH=/etc/ssl/certs /usr/bin/rt-mailgate-4 ...
does NOT work to get the right cert to LWP through the environment:
root@web0:/etc# service fetchmail start
* Starting mail retriever agent:
fetchmail:
starting fetchmail 6.3.19 daemon
[ OK ]
root@web0:/etc# fetchmail: 1 message for [email address] at
[imapmailserver] (folder Support).
An Error Occurred
=
500 Can't connect to [RT webserver]:443
(certificate verify failed)
2. Adding this to fetchmailrc does not work either:
mda export PERL_LWP_SSL_CA_PATH=/etc/ssl/certs; /usr/bin/rt-mailgate-4
...
3. Adding this to /etc/default/fetchmail on Ubuntu where fetchmail runs
from an init script as a daemin does not work either:
export PERL_LWP_SSL_CA_PATH=/etc/ssl/certs
I am stuck with having to edit the rt-mailgate-4 on line 151 file like this:
#my $ua = LWP::UserAgent-new();
my $ua = LWP::UserAgent-new(ssl_opts = {SSL_ca_file =
'/etc/ssl/certs/7d3cd826.0'});
which I dont like because I will forget about it during upgrade.
A
On Mon, Jan 23, 2012 at 11:06 AM, Thomas Sibley t...@bestpractical.com
wrote:
On 01/20/2012 02:38 PM, Robert Nesius wrote:
I figured out a work around for this issue. I was suspicious that
LWP::UserAgent could not reach the cert for the CA that signed the cert
being presented by the web server. I learned there are some environment
variables that I can leverage to influence where LWP::UserAgent looks
even though it's being invoked down inside a program I don't want to
touch. Adding my /etc/ssl/certs directory to the list of directories
examined for certs solved the problem.
For what it's worth, the next release of RT will include a --ca-file
option you can use to specify the specific cert. It's equivalent to
setting PERL_LWP_SSL_CA_FILE.
*root@linux:/opt/rt4/bin# *export PERL_LWP_SSL_CA_PATH=/etc/ssl/certs
If you'd like to submit a simple patch to rt-mailgate that also adds
support for --ca-path, I'm sure we'd apply it.
I do wonder why the OpenSSL library underlying the Perl library isn't
finding your cert in /etc/ssl/certs like I'd expect it to.
Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
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* Boston March 5 6, 2012
Re: [rt-users] rt-mailgate
We simply use mod_rewrite to redirect everyone *except* the server itself to https. This way when rt-mailgate calls http://rt.ourdomain/com it is not forced to use https while everyone else is. Thanks. That is an easy, maintainable solution until the next version of rt-mailgate that will let us specify the cert path, or until OpenSSL 1.x gets it's act together with LWP. But doesn't work for me. I solved some kind of mod-perl/apache redeclaration or some such problem (either spamming the logs or making apache not start -- cant remember which) that I solved by removing all RT apache configuration under regular http and just having the redirect to SSL. The SSL virtualhost container has the RT configs in it. A RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-mailgate
pc request-tracker3.6 3.6.7-5+lenny6 Extensible trouble-ticket tracking system pc rt3.6-db-postgresql 3.6.7-5+lenny6 PostgreSQL database backend for request-trac p in first column means already marked for purging. c in second column means configuration files from those are still present try: dpkg --purge rt3.6-db-postgresql but it failed ...? www:/etc/ssl/certs# apt-get remove rt3.6-db-postgresql Reading package lists... Done Building dependency tree Reading state information... Done Package rt3.6-db-postgresql is not installed, so not removed 0 upgraded, 0 newly installed, 0 to remove and 48 not upgraded. www:/etc/ssl/certs# apt-get remove request-tracker3.6 Reading package lists... Done Building dependency tree Reading state information... Done Package request-tracker3.6 is not installed, so not removed 0 upgraded, 0 newly installed, 0 to remove and 48 not upgraded. --Mark RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-mailgate
On Tue, Jan 10, 2012 at 1:05 PM, Robert Nesius nes...@gmail.com wrote: 500 Can't connect to request.domain.com:443 (certificate verify failed) /opt/rt4/bin/rt-mailgate: undefined server error Yes, I got the same problem Monday after installing an Extended Validation SSL certificate on the same Apache2 server as RT. RT is accessible only over SSL using a wildcard cert, and some other virtualhosts use the same wildcard cert. All the virtualhosts, RT included, have the same IP address, which means the client needs to understand TLS in order to get Apache to present to correct certificate for the correct hostname. When all the Virtualhosts used the same wildcard SSL cert, mailgate worked fine. As soon as one of the Virtualhosts used a different cert, mailgate fails with the above error to connect to RT to stuff the message in. This is on Ubuntu 11.10 Oneiric running reqest-tracker4 pinned with apt preferences to Precise packages for version 4.0.4-1: root@web0:/etc/logrotate.d# dpkg --list | grep reques ii request-tracker4 4.0.4-1 extensible trouble-ticket tracking system ii rt4-apache2 4.0.4-1 Apache 2 specific files for request-tracker4 ii rt4-clients 4.0.4-1 mail gateway and command-line interface to request-tracker4 ii rt4-db-sqlite 4.0.4-1 SQLite database backend for request-tracker4 I think something is wrong in the rt-mailgate-4 script that doesn't understand TLS or when something happens and it gets a certificate whose hostname does not match with the host that it is connecting to. A RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-mailgate
On Wed, Jan 11, 2012 at 11:22 AM, Izz Abdullah izz.abdul...@hibbett.com wrote: root@xxx:/var/www/servers# openssl verify -CApath /etc/ssl/certs/ /usr/share/ca-certificates/mozilla/DST_ACES_CA_X6.crt /usr/share/ca-certificates/mozilla/DST_ACES_CA_X6.crt: OK Yes, that is the same output I get when running the command. The problem is that only rt-mailgate is having a problem figuring out how to validate the SSL certificate that RT instance is using. All browser clients validate it fine. This thread from October 2011 http://www.gossamer-threads.com/lists/rt/users/106073 talks about editting rt-mailgate to specifically name a root ca as an ssl_option argument, but I really don't want to mess with the RT distribution and feel I shouldn;t have to because it worked fine with the old wildcard SSL cert, and browsers were able to figure out the new SSL cert without trouble as well. A RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RTx::BecomeUser for 4.x available
I posted a link to the updated BecomeUser extension on the wiki, but here is a direct download: http://cpan.perl.org/authors/id/C/CF/CFALLEN/RTx-BecomeUser-1.2_1.tar.gz The old extension for for 3.8 and wouldn't work at all in 4.x. This one is for 4.x only and will not work in 3.x. Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] RTx::BecomeUser extension working in RT4?
Anyone have the RTx::BecomeUser extension working under 4.0.0 or higher? http://search.cpan.org/~abcdefgh/RTx-BecomeUser-1.0/lib/RTx/BecomeUser.pm I see right away the page and navigation menu code in the extension is not going to work with the new RT menu system. When I comment it out, I can get the Becomeuser.html page to load, but choosing a user and submitting just results in it saying Congratulations, you are now so and so but the next RT page you visit, you are logged out. I was going to take a blind stab at trying to fix it, but wanted to know if anyone else did already. Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RTx::BecomeUser extension working in RT4?
Would be interested to know if you make any progress with this one - BecomeUser was a useful debugging tool in 3.xx I got it working today and submitted it back to the CPAN maintainer. I will give the code to anyone who asks but maybe you want to wait first to see if he packages it up for us properly. What I did was install the latest 1.10_2 version of the extension that worked fine for RT3.8, and then just hacked the files under the local plugin directory in a running instance of RT4 until it was working again. Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] which template is this in error log?
I can't tell which Template has the perl code that threw an error in my logfile. Does [template:12] below refer to the template with a database id of #12, like http://rt/Admin/Global/Template.html?Queue=0Template=12 Do I have to hunt through all my templates looking at line 12? Where do the lines in templates start? The first line including mail headers? Or the first line of perl code? Here is the log, how do I tell which template has the error? ::: [Tue Nov 1 05:49:08 2011] [error]: Template parsing error: Can't call method Id on an undefined value at template line 12. Stack: [template:12] [/usr/share/request-tracker4/lib/RT/Template.pm:454] [/usr/share/request-tracker4/lib/RT/Template.pm:410] [/usr/share/request-tracker4/lib/RT/Template.pm:339] [/usr/share/request-tracker4/lib/RT/Template.pm:319] [/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:154] [/usr/share/request-tracker4/lib/RT/Action/Autoreply.pm:66] [/usr/share/request-tracker4/lib/RT/ScripAction.pm:226] [/usr/share/request-tracker4/lib/RT/Scrip.pm:448] [/usr/share/request-tracker4/lib/RT/Scrips.pm:234] [/usr/share/request-tracker4/lib/RT/Transaction.pm:179] [/usr/share/request-tracker4/lib/RT/Record.pm:1447] [/usr/share/request-tracker4/lib/RT/Ticket.pm:669] [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1496] [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/share/request-tracker4/lib/RT/Template.pm:449) RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] RT4 for ubuntu 11.10 will be out of date, how to get latest stable?
http://packages.ubuntu.com/oneiric/request-tracker4 shows they are going to release Ubuntu 11.10 Oneiric with RT 4.0.1 instead of 4.0.2. I want to upgrade our RT3.8.7 which runs on 10.04LTS but want to get to the latest stable RT, not a version already months out of date. I also prefer not to upgrade the OS off LTS right now if I don't have to. What is the best option for getting to the latest RT that will be the least system administration? 1. Use apt preferences to pin request tracker to the stable request-tracker4 package (v4.0.1) offered with Oneiric and suffer that it is out of date ? 2. Add Debian Squeeze Backports source repository and install the request-tracker4 package (v4.0.2) ? Are there any problems / gotchas with installing a Debian backport on an Ubuntu system? http://packages.debian.org/en/squeeze-backports/request-tracker4 3. Manually install latest RT4 from source, configure, cpan, make deps, fix deps ? I am concerned that installing manually could end up putting some software in one place, but that same software may already be installed through the package system in some other place, creating conflicts or errors when they get out of sync. Also, installing manually seems to put much more burden on me personally for system maintenance and updates when that work should just be done as a feature of the OS's package system (apt-get update). Then later if the packages catch up and I want to switch to them, I have all this duplicate manually installed, untracked (and abandoned) software on the server. With the first 2 options trying to install the latest RT on an OS that is a year and a half old, am I just going to run into problems not being able to install or update to newer software packages because they are not going to be packaged for such an old OS? To get to the newest RT by package, should I be upgrading the whole OS as well? What are you other Ubuntu users planning to do to upgrade to or install RT4 and why? Allen RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Survey Implementation for RT
I think it will be nice to make an survey for a ticket or sth like that is sth planned for this or are there any extensions for it ? Last recent list conversation I remember about this: http://www.gossamer-threads.com/lists/rt/users/92599 A RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] SelfService add more files in RT4 still doesn't work. Anyone have a patch?
When customers Reply on /SelfService/Update.html and try to attach more than 1 file using the Add More Files button, clicking that button submits the reply instead. It doesn;t do anything to allow choosing more than 1 file to upload with the reply. Similarly, when customers create a new ticket at /SelfService/Create.html there is no option to attach multiple files at all. However, on the staff side, (/Ticket/Update.html and /Ticket/Create.html) uploading multiple files works fine. Anyone have a patch for 4.0.2 to allow customers to upload multiple attachments with their correspondence? Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Updating RT_SiteConfig in RT4.0.2
Probably filing a bug against request-tracker4 in launchpad would be a good way to start. Anyone want to join in: https://bugs.launchpad.net/ubuntu/+source/request-tracker4/+bug/854041 Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT3.8 - RT4 Callback changes - Elements/Tabs/Default
Thank you, everyone. Looks like the correct file location for me to make new global top menu items is: /opt/rt4/local/html/Callbacks/Default/Elements/Tabs/Privileged I added one to the Tickets menu by substituting 'search' for 'tools' in Mark's example code. Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Updating RT_SiteConfig in RT4.0.2
if any Ubuntu users would prefer 4.0.2 in 11.10, now would be a good time to find an Ubuntu developer to sync this for you I certainly would prefer that RT4.0.2 come with Ubuntu 11.10. What does find an Ubuntu developer mean? Does it mean vote and make noise in some issue tracking system? Or hire someone to fix the 4.0.1 packages? Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT3.8 - RT4 Callback changes - Elements/Tabs/Default
So is the answer to this question to continue to use Callback but with the filename Privileged instead of Default ? What is the code to make a new Menu item at the top of every page? /opt/rt4/local/html/Callbacks/Default/Ticket/Elements/Tabs/Privileged with %INIT Menu-child( new = title = b = path = /lalala?lala=1 ); /%INIT does nothing. The suggestion to look at JsGant extension is not that helpful because they are just operating on what used to be the top tab menu items in 3.x. I want to add an item to the Tickets global menu item (what used to be the left side nav in 3.x). is PageMenu for the toptabs and Menu for the global menu? The only other info I could find on this topic is http://www.gossamer-threads.com/lists/rt/users/104918 and that isn;t much to go on. Could I have a code example of how someone has added something to the global menu in 4.x? Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] MakeClicky does not handle html anchors correctly
If you have set Set(@Active_MakeClicky, qw(httpurl_overwrite));
...
and the link location is http://en.wikipedia.org/wiki/HTML_anchor; ( the
anchor #Anchor is missing)
I put this in the local ./html/Elements/MakeClicky callback file:
name = httpurl_overwrite,
#regex = qr/$RE{URI}{HTTP}{-keep}{-scheme = 'https?'}/,
# negative lookbehind to allow unmodified img tag markup in combo with
ScrubHTML rules
regex = qr@(?!
src=['])https?:([\w\/\...@\-~%#?=;,.:+\[\]\(\)]|\|\[\])+[\w\/]@,
action = url_overwrite,
Re: [rt-users] Searching with no case sensitivity?
Is there an easy way to turn off case sensitivity for the search feature in RT 3.8.x? I am using MySql as the database Terrible, awful hack of DBIx::SearchBuilder.pm (/usr/share/perl5/DBIx/SearchBuilder.pm) to transform the case sensitive BLOB column to a case-INsensitive during WHERE clause comparison: line 991 + $subclause =~ s/Attachments_[0-9]\.Content/CONVERT\($ Using latin1\)/; If you use SearchBuilder for anything other than RT with MySQL, this hack will break your stuff. But it will fix the RT searches to be case insensitive. You will find tHisORThat when you search for thisorthat Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Survey plugin
On 29-03-2010 19:00, Todd Chapman wrote: You could just have the resolved template include a link to a survey monkey. http://www.surveymonkey.com/ In our organization, we don't include Transaction Content in the email templates. So for us, a link to a survey in that email (which does not include our actual reply to the ticket, just a notice to come see the ticket in web SelfService) would not make sense. Therefore, we have a local mod to SelfService/Display.html that will offer unprivileged users a link to a survey when the ticket is in resolved or autoclose status, and a customfield (applied to whichever queues you want, and with Group perm SeeCustomField for Everyone) flag is unset. We chose to use a survey created in Google Docs instead of surveymonkey because we already use Google Apps in our org. But Google Surveys redirect people at the end to a dead-end Google page instead of a configurable page, so we needed to alter the html supplied by the Google Survey. We also needed a place to flip a switch on the RT CustomField that flags whether the user has visited the survey, so we know when to stop offering a link to it. So, we wrapped the Google Survey in a PHP script. The link to that script from the ticket carries the ticket ID in the querystring. So the PHP script knows the Ticket ID. The survey asks for the ticket number in the 3rd question, so appending entry_2=N to the url to the google survey generates the form with N already filled in as the answer to question #3. We used file_get_contents() to get the html from Google and then DOMxml functions to alter it, adding some code that you can find on the web that targets the form to a hidden iframe in the page (to bury google's dead-end thank you page) and javascript to then redirect the user in the main window to the thank you page you want, which for us is back to the ticket. We make sure that if the user was in RT over SSL, they are redirected back to RT over SSL so they get back in with the same session. After the PHP wrapper fixes the html for the survey form, and before displaying it to the user, it exec()'s the rt cli to set the MySurvey customfield flag, signaling not to show the survey link on that ticket anymore: rt edit ticket/12345 set CF-MySurvey=1 In order to use the cli, we had to create another privileged user for that purpose with Global perms to ShowTicket,ModifyTicket and local perm SeeCustomField,ModifyCustomField for the MySurvey CF. Having to make a new user and keep its password in the PHP wrapper is kind of messy. It probably would have been better to add an AJAX call in the wrapped survey form upon submit that would contact RT with the user's existing session to flip that CF flag. I just didn't know where to begin to make (or recycle) an RT page that would process such a request to set a value for that customfield. A Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reports based on duration between open and update/closed
Is there a way to get reports on how much time a ticket has been open?
I know this is not the sanctioned way to do things because it is not
using RT APIs, but it works for now:
# How many days have tickets been open:
SELECT id, EffectiveId, Created, Resolved, WEEK(Created) as week, Status,
TO_DAYS(IF(Resolved != '-00-00 00:00:00' AND
Resolved != '1970-01-01 00:00:00',
DATE(Resolved), CURDATE())) -
TO_DAYS(DATE(Created)) as days_open
FROM Tickets WHERE Queue = 5
AND Type = 'ticket'
AND
(
Status IN ('open','stalled','new','autoclose')
OR
(
Status = 'resolved'
AND Resolved DATE_SUB(CURDATE(), INTERVAL 30 DAY)
)
)
ORDER BY id
# how many resolved per month
$sql = SELECT COUNT(id) as ct, LPAD(MONTH(Resolved), 2, '0') as mon,
YEAR(Resolved) as yr
FROM Tickets
WHERE Queue = 5
AND Status = 'resolved'
AND Resolved DATE_SUB(CURDATE(), INTERVAL 180 DAY)
AND Type = 'ticket'
GROUP BY yr,mon;
# how many created per month
$sql = SELECT COUNT(id) as ct, LPAD(MONTH(Created), 2, '0') as mon,
YEAR(Created) as yr
FROM Tickets
WHERE Queue = 5
AND Status NOT IN ('rejected', 'deleted')
AND Created DATE_SUB(CURDATE(), INTERVAL 180 DAY)
AND Type = 'ticket'
GROUP BY yr,mon;
# how many resolved per day, per queue
$sql = SELECT COUNT(T.id) as ct, Q.Name as QueueName,
LPAD(DAYOFYEAR(T.Resolved), 3, '0') as dayresolved, YEAR(T.Resolved)
as year
FROM Tickets T
LEFT JOIN Queues Q on Q.id = T.Queue
WHERE T.Status = 'resolved'
AND T.Resolved DATE_SUB(CURDATE(), INTERVAL 30 DAY)
AND T.Type = 'ticket'
GROUP BY dayresolved, T.Queue;
# how many created per day, per queue
$sql = SELECT COUNT(T.id) as ct, Q.Name as QueueName,
LPAD(DAYOFYEAR(T.Created), 3, '0') as daycreated, YEAR(T.Created) as
year
FROM Tickets T
LEFT JOIN Queues Q on Q.id = T.Queue
WHERE T.Created DATE_SUB(CURDATE(), INTERVAL 30 DAY)
AND T.Status NOT IN ('rejected', 'deleted')
AND T.Type = 'ticket'
GROUP BY daycreated, T.Queue;
# status for unresolved tickets
$sql = SELECT COUNT(T.id) as ct, T.Status
FROM Tickets T
LEFT JOIN Queues Q on Q.id = T.Queue
WHERE Status NOT IN ('deleted', 'rejected', 'resolved')
AND T.Type = 'ticket'
GROUP BY T.Status;
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[rt-users] patch for SelfService upload multiple files. any better?
I've noticed that the Reply form at /SelfService/Update.html does
not allow customers to submit multiple file attachments in a single
post like privileged users can do in /Ticket/Update.html
I have tried to patch the feature from Ticket/Update.html back into a
local SelfService/Update.html
A local SelfService/Display.html also needed patching because
Update.html now redirects there, like on the privileged side.
It seems to work, but I don't really know what I am doing.
Is it right? Does anyone do this better?
$ diff -u /usr/share/request-tracker3.8/html/SelfService/Update.html
Update.html
--- /usr/share/request-tracker3.8/html/SelfService/Update.html
2009-06-16 14:57:46.0 -0700
+++ Update.html 2010-02-11 17:41:08.0 -0800
@@ -51,7 +51,7 @@
% $m-callback(CallbackName = 'BeforeForm', %ARGS, ARGSRef =
\%ARGS, Ticket = $Ticket );
-form action=Display.html method=post enctype=multipart/form-data
+form action=Update.html method=post enctype=multipart/form-data
input type=hidden class=hidden name=UpdateType value=response /
input type=hidden class=hidden name=id value=%$Ticket-Id% /
table
@@ -91,28 +91,48 @@
/td
td class=value
input name=Attach type=file /
+input type=submit class=button name=AddMoreAttach
value=|/lAdd More Files/ /
input type=hidden class=hidden name=UpdateAttach
value=1 /
/td
/tr
/table
/Ticket/Elements/EditCustomFields, TicketObj = $Ticket
- /Elements/MessageBox,
-Name = UpdateContent,
-QuoteTransaction = $ARGS{QuoteTransaction}
-
+
+% if (exists $ARGS{UpdateContent}) {
+% my $temp = $ARGS{'QuoteTransaction'};
+% delete $ARGS{'QuoteTransaction'};
+ /Elements/MessageBox, Name=UpdateContent,
Default=$ARGS{UpdateContent}, IncludeSignature = 0, %ARGS
+% $ARGS{'QuoteTransaction'} = $temp;
+% } else {
+ /Elements/MessageBox, Name=UpdateContent, %ARGS
+% }
br /
- /Elements/Submit
+ /Elements/Submit, Label = loc('Update Ticket'), Name = 'SubmitTicket'
/form
-
+!-- add this to get Hiztory on Reply screen --
+ /Ticket/Elements/ShowHistory,
+ Ticket = $Ticket,
+ URIFile = Display.html,
+ ShowHeaders = $ARGS{'ShowHeaders'},
+ DownloadableHeaders = 0,
+ AttachPath = Attachment,
+ Attachments = $attachments,
+ UpdatePath = Update.html
+
%INIT
my $Ticket = LoadTicket($id);
-$m-callback( Ticket = $Ticket, ARGSRef = \%ARGS, CallbackName =
'Initial' );
+# my @results;
+# $m-callback( Ticket = $Ticket, ARGSRef = \%ARGS, results =
\...@results, CallbackName = 'Initial' );
+
+# add this to get Hiztory on Reply screen
+my $attachments = $m-comp( '/Ticket/Elements/FindAttachments',
Ticket = $Ticket );
+
my $title = loc( Update ticket #[_1], $Ticket-id );
@@ -123,7 +143,53 @@
unless ( $Ticket-CurrentUserHasRight('ReplyToTicket')
or $Ticket-CurrentUserHasRight('ModifyTicket') );
-$m-callback(CallbackName = 'BeforeDisplay', Ticket = \$Ticket,
ARGSRef = \%ARGS);
+
+# stolen from /Ticket/Update.html to process multiple attachments for 1 post
+# {{{ deal with deleting uploaded attachments
+foreach my $key (keys %ARGS) {
+if ($key =~ m/^DeleteAttach-(.+)$/) {
+delete $session{'Attachments'}{$1};
+}
+$session{'Attachments'} = { %{$session{'Attachments'} || {}} };
+}
+# }}}
+
+# {{{ store the uploaded attachment in session
+if ($ARGS{'Attach'}) {# attachment?
+my $attachment = MakeMIMEEntity(
+AttachmentFieldName = 'Attach'
+);
+
+my $file_path = Encode::decode_utf8($ARGS{'Attach'});
+$session{'Attachments'} = {
+%{$session{'Attachments'} || {}},
+$file_path = $attachment,
+};
+}
+# }}}
+
+# delete temporary storage entry to make WebUI clean
+unless (keys %{$session{'Attachments'}} and $ARGS{'UpdateAttach'}) {
+delete $session{'Attachments'};
+}
+# }}}
+
+$m-callback( TicketObj = $Ticket, ARGSRef = \%ARGS );
+my @results;
+
+#unless ( $ARGS{'AddMoreAttach'} ) {
+## Add session attachments if any to be processed by ProcessUpdateMessage
+#$ARGS{'UpdateAttachments'} = $session{'Attachments'} if (
$session{'Attachments'} );
+#
+## my @results, ProcessUpdateMessage(TicketObj = $Ticket,
ARGSRef = \%ARGS );
+## Cleanup WebUI
+#delete $session{'Attachments'};
+#}
+
+if ( exists $ARGS{'SubmitTicket'} ) {
+$m-callback(CallbackName = 'BeforeDisplay', Ticket = \$Ticket,
ARGSRef = \%ARGS);
+return $m-comp('Display.html', TicketObj = $Ticket, %ARGS);
+}
/%INIT
%ARGS
diff -u /usr/share/request-tracker3.8/html/SelfService/Display.html
Display.html
--- /usr/share/request-tracker3.8/html/SelfService/Display.html
2009-06-16 14:57:46.0 -0700
+++ Display.html2010-02-11 18:28:46.0 -0800
@@ -48,29 +48,11 @@
/SelfService/Elements/Header, Title = loc('#[_1]: [_2]',
$Ticket-id, $Ticket-Subject)
% $m-callback(CallbackName = 'BeforeActionList', %ARGS, Actions =
\...@results, ARGSRef = \%ARGS, Ticket = $Ticket );
-
/Elements/ListActions, actions
[rt-users] how to customize Tools index.html with Callback
v3.8.5 on Ubuntu.
I am trying to customize the Tools/index.html page to add the same
item to both the Tab top horizontal navigation menu and to the
ListMenu of items in the body of the page.
By creating this local callback file, I was able to get an item into
the top nav tab:
/usr/local/share/request-tracker3.8/html/Callbacks/Default/Tools/Elements/Tabs/Default
%init
$tabs-{e} = { title = 'Reset Customer Password',
path= Tools/resetpasswdform.html,
description = Form to email customer a new password };
/%init
%args
$tabs =undef
/%args
The items list on the index page is basically an iteration through
the title/description of $tabs elements, but it does not show the new
item that I added through the callback.
Does anyone know why not? What else do I need to do?
Allen
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Re: [rt-users] Make requester field blank on opening a ticket
With a tiny hack in share/html/Create.html, grep for Requestors. I
think it's abvious what you should delete there.
Copy share/html/Create.html to your local share/html/Create.html and
then edit the file there. If you don't know what I mean by local
directory, search the wiki to find out.
Change the script like this universal diff says:
|/lRequestors/:
/td
td class=value colspan=5
- /Elements/EmailInput, Name = 'Requestors', Size = '40', Default
= $ARGS{Requestors} || $session{CurrentUser}-EmailAddress
+ /Elements/EmailInput, Name = 'Requestors', Size = '40', Default
= $ARGS{Requestors} || ''
/td
/tr
Save the file and restart the webserver.
Allen
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[rt-users] How make Attachments sorted in ticket metadata
In the ticket metadata that can be rolled up or down on Display.html is a section for listing File Attachments that have been put in the ticket. To me, it seems that these files are not sorted in alphabetical, date, transactionId or attachmentID order. Seems to be in random order. I am looking at Elements/ShowAttachments and Elements/FindAttachments to see how I could force them to be sorted by creation date but can;t figure it out. FindAttachments seems to send them up the chain in order of AttachmentId, but as soon as they get into ShowAttachments' %documents array, they are all jumbled up. Does anyone know how to get the file Attachments listed in some kind of order? Allen ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to Search Resolved Tickets How to Backup RT DB?
1. How can I modify RT so that when I search in the ?quick search? box at the top right of the page it searches all tickets, including resolved tickets? The answer to that is in the wiki 2. What is the best way to backup the entire RT database, including attachments, etc. Currently I am doing an export from phpMyAdmin but I don?t believe that includes ticket attachments. Assuming you use MySQL database with innodb tables, from a bash shell: mysqldump --max_allowed_packet=64M --single-transaction rtdb rtdb.sql where rtdb is the name of your rt database. A ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] unprivileged users need to log in twice
The double login prompt for unprivileged users was originally reported
by on RT3.6.
However, I just experienced it on 3.8.4 (installed from Ubuntu Karmic
package) after applying the RT patch for 3.8.0 - 3.8.5.
I tested that I definitely had the bug, only with unprivileged users
(1st login resulted in same blank login form but at the /SelfService/
url instead of the original $WebPath url), and only had it after
applying the security patch.
I fixed it by removing a partial condition from a section of the patch:
+unless ($session{'CurrentUser'} $session{CurrentUser}-id) {
became:
+unless ($session{'CurrentUser'}
+ # $session{CurrentUser}-id
+ ) {
and now it works again.
Not sure what the consequence of this is, or if it is significant that
CurrentUser is enclosed in single quotes in one part of the condition
and none in the other.
Allen
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Re: [rt-users] rtUnifiedreminder on 3.6
Working on RT 3.6? It fails because it can't find the Config Class Method I posted that script on the wiki and can vouch that it works on 3.8.4. I wouldn't know what has to change to make work on 3.6. Probably just some of the boilerplate lines of code. Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] webkit browser lose session only when viewing Attachment
I found the reason for this problem. But don't know the correct solution. The reason is that RT's runs from the /rt subdirectory on this server. That subdirectory is where the authenticated session cookie applies. When Webkit browser asks for /favicon.ico that is above the /rt directory, therefore the login cookie is inapplicable there. So, RT sends back a response with a new cookie. The reason this happens on 1 of my servers and not the other is because RT on the broken server is one of many NameBasedVirtualHosts. So if the visitor is at this hostname, it hits RT, even if /rt was not part of the REQUEST_URI. On my other server, it uses mod_vhost_alias for all the domains, and RT is installed just as an Alias /rt. So on that server when /favicon.ico is requested, the answer does not come back from RT, but from one of the other mod_vhost_alias domains because the Alias does not apply. It seems I need some kind of rewrite rule in the Apache config to handle people asking for /file instead of /rt/file Or maybe just remove the Alias /rt /usr/share/request-tracker3.8/html and other references to /rt in the Apache configs and just let RT run at DocumentRoot instead of in a subdirectory? Anyone else running RT in a subdirectory of a NameBasedVirtualhost with a suggestion? Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] webkit browser lose session only when viewing Attachment
For future readers, to make it so that requests for objects above the
$WebPath directory (like /favicon.ico, when WebPath is /rt) do not
trash the current session, I changed the RT installation so that it
runs from the root directory of a subdiomain (rt.example.com) instead
of a subdirectory (example.com/rt).
Changes to Apache config files:
/etc/apache2/sites-available/rt.example.com:
insecure vhost container:
+ backwards compat for anyone with old links to subdir:
+ RewriteEngine on
+ RewriteCond %{REQUEST_URI} ^/rt(.*)
+ RewriteRule .* http://rt.example.com%1 [R]
- Alias /rt /usr/share/request-tracker3.8/html
- Location /rt/REST/1.0/NoAuth
+ Location /REST/1.0/NoAuth
same changes to secure vhost container except rewrite redirects to httpS
/etc/request-tracker3.8/apache2-modperl2.conf:
-RewriteRule ^/rt$ /rt/
-RewriteRule ^/rt/(.*)$ /usr/share/request-tracker3.8/html/$1
-Location /rt/REST/1.0/NoAuth
+Location /REST/1.0/NoAuth
/etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
Set($WebPath , /rt);
Set($WebPath , );
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[rt-users] webkit browser lose session only when viewing Attachment
Hello, I have noticed that my Ubuntu install of RT 3.8.4 (but not my Debian install of same) gives Chrome and Safari browsers a new session cookie whenever they click an Attachment (/rt/Attachment/[transactionId]/[attachmentId]/filename). So after a logged-in user views an attachment, the cookie they have no longer matches up with the one they were using to be considered logged-in. Then any subsequent action results in a login prompt. The logout problem does not happen when clicking any other links in RT. Only the links to attachments kill the session. I checked the MySQL session table to see what happened to the old session and it is still there. I don;t know why RT issues a new one. The a_session field is a longblob. I truncated the sessions table and started again, but still the same. The same behavior occurs both whether session is stored in MySQL or in 'Apache::Session::File' (with RT Config for WebSessionClass). I have watched my network with Wireshark and see that when Safari and Chrome ask for the Attachment, the GET request includes the Cookie header with the correct (logged in) cookie. The server response returns the attachment without any cookie header, and then webkit immediately asks to GET /favicon.ico, without any cookie header. That's when the server replies back with a new cookie in a response that contains the login page. Firefox and Opera browsers don't have any problem at all with losing their session after clicking an attachment. Here's a little screencast that shows consistent session loss for Safari and Chrome, only when clicking into an Attachment: http://www.youtube.com/watch?v=JgKrL680xI8fmt=18 Any ideas on why this would happen? I have another Debian install of 3.8.4 that is almost identical to this Ubuntu one and don't get this problem. Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Pruning email responses
There is a blog post about extending MakeClicky to go a Gmail-like collapse/expand of things that look like inline quotes of previous messages. It is here: http://tylerlesmann.com/2008/nov/21/collapsible-quotes-request-tracker/ The thing that I didn't like about it is that it seemed to require top posting in order to work,since everything after what looks like the quote boundary becomes collapsed. Even though you can control how your staff use RT (to trim out useless quoted text), you can't really control your customers to do so. In my organization, we changed the On Correspond scrip not to include the transaction content, which forces the customer to login to the SelfService Web UI in order to see what happened. There, the Reply link that would normally quote a transaction has a local customization not to do so. This way, we eliminated repetitive useless quoting. Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Request for RT briefing/demo slide deck
Has anybody briefed their employer about what/how RT works and why it is a good option to move to this particular product? I'm going to be giving a briefing about RT tomorrow and am currently coming up with some slides however if there is someone out there who wouldn't mind sending along what they've already done it may help speed up the process. Thank you, Drew Drew, If your organization is handling issues for customers than you have to have a management system that helps you accomplish all that work in an organized manner. You could write it on paper, but software is better, multiuser and more updateable. There are more expensive software that you an buy, like Track It but RT is widely used by thousands of orgs, many of them somewhat famous in their own right )MIT, NASA, Merril Lynch, etc). And RT is open source, which means if you want to change how it looks or works, it is not too hard to do. If you are not using a tracking system now, then you are probably wasting resources having multiple people work on the same issue at the same time without knowing what each other is doing, answering people for the same questions and maybe giving them different or contradictory answers, wasting time waiting for some dealer person to assign tasks to people instead of people being able to go see where tasks are created and take them right away. The first chapter of the RT Essentials O'Reilly book has a much more in depth explanation of why any ticketing system is necessary when more than a few people are trying to handle issues for more than a few customers. Some of it can even be read online for free, just search google. I asked my company to buy me one and they did. A ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] timeworked.pl requires every extension lib to be added?
My original line pointed only to the root install of RT: /u/rtweb/rt38/ lib in this case. I also have a lot of plugins and this is the use lib line that was needed to cover them all: use lib qw(/usr/local/share/request-tracker3.8/lib /usr/share/request-tracker3.8/lib); That is for Ubuntu Server, where RT is installed by apt-get in /usr/share/request-tracker3.8/ and the local customizations, including plugins, are under /usr/local/share/request-tracker3.8 A ___ 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. Buy a copy at http://rtbook.bestpractical.com
[rt-users] contrib HTML email reminder based on LastUpdated and status
Hello all, I just contributed another reminder type script on the wiki: http://wiki.bestpractical.com/view/rtUnifiedreminder It is different from the other reminder scripts currently up there in that the others all rely on either StartDate, DueDate or Priority in order to work, and not all organizations make use of those fields. Also, the existing ones only email the ticket owner and do so in plaintext email. This script notifies whoever you specify with HTML email about any ticket where it has been too long since LastUpdated. Too long is configurable and based on new/open/stalled status. It can be configured to include or exclude specific queues. The HTML email report is suitable for managers who want to know about any ticket, and don;t care who owns it or what queue it's in. And because it's HTML mail, they can click on the tickets and links to RT searches right from the message. Thanks to everyone on the list that has helped me in the past. Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Patched statdump/statcron scripts
Does anyone still have a copy of this? Dunno if you ever found it, but here's a tarball from 2006: http://www.nabble.com/Patched-statdump-statcron-scripts-td2264154.html BP wiki updated. Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] list unprivileged users
Has someone a config option, or AddOn for RT 3.8.2 that would allow to list ALL existing (including unprivileged) users via the gui, The BecomeUser plugin will list all users, though it takes a while for the page to load http://search.cpan.org/~jpierce/RTx-BecomeUser/lib/RTx/BecomeUser.pm After install, you get there by going to: Configuration, Tools, Become User You need to the ShowConfigtab right to get there, I think. ___ 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. Buy a copy at http://rtbook.bestpractical.com
[rt-users] contrib Censorware delete-transaction script errors
I am on 3.8.4 trying to use Jesse's delete-transaction script written
in 2001 from
http://download.bestpractical.com/pub/rt/contrib/3.0/Other/Censorware/delete-transaction
the purpose of the script is to edit a transaction to redact all info
from it (whether file Attachment, Comment, or Reply) for cases where
there was something posted that should not be in the ticket system.
After editting the 2 use lib statements at the beginning of the
script to reflect my actual paths to RT, and running the script, I got
an error like: Can't locate [some plugin] in @INC I fixed that
by adding a 3rd use lib line listing the local RTlib.
Now the script sort of runs - it wipes a transaction and creates a new
System Message transaction that says Transaction 137302 purged, but
also pours out a pile of errors.
Afterward, the transaction Content is replaced with the text The
original content has been purged for the following reason, but the
$reason given as CLI argument is not included. Since the script does
alter at least 3 db rows, the first error message Mysql server has
gone away makes no sense to me.
Here are all the errors when the script runs. Does anyone know what
they mean or how to fix them?
r...@localhost# rt-delete-transaction 11260/137302 because was bad
Now deleting content and headers for attachment #82692
Now deleting content and headers for attachment #82693
Now deleting content and headers for attachment #82694
[Thu Aug 27 18:19:46 2009] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
[Thu Aug 27 18:19:46 2009] [warning]: RT::Handle=HASH(0xb022c28)
couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb022c28)',
'SELECT * FROM Tickets WHERE id = ?', 11260) called at
/usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1207
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Ticket=HASH(0xc2a1038)',
'SELECT * FROM Tickets WHERE id = ?', 11260) called at
/usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1126
DBIx::SearchBuilder::Record::LoadByCols('RT::Ticket=HASH(0xc2a1038)',
'id', 11260) called at
/usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 119
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Ticket=HASH(0xc2a1038)',
'id', 11260) called at /usr/share/request-tracker3.8/lib/RT/Record.pm
line 350
RT::Record::LoadByCols('RT::Ticket=HASH(0xc2a1038)', 'id',
11260) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line
1141
DBIx::SearchBuilder::Record::LoadById('RT::Ticket=HASH(0xc2a1038)',
11260) called at
/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 169
RT::Ticket::Load('RT::Ticket=HASH(0xc2a1038)', 11260) called
at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line
1039
RT::Transaction::Object('RT::Transaction=HASH(0xc2a6de0)')
called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm
line 942
RT::Transaction::CurrentUserHasRight('RT::Transaction=HASH(0xc2a6de0)',
'ShowTicket') called at
/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 963
RT::Transaction::CurrentUserCanSee('RT::Transaction=HASH(0xc2a6de0)')
called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm
line 921
RT::Transaction::_Value('RT::Transaction=HASH(0xc2a6de0)',
'Type') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line
424
DBIx::SearchBuilder::Record::__ANON__('RT::Transaction=HASH(0xc2a6de0)')
called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line
3186
RT::Ticket::DESTROY('RT::Ticket=HASH(0xc227f88)') called at
/usr/sbin/rt-delete-transaction line 0
eval {...} called at /usr/sbin/rt-delete-transaction line 0
(/usr/share/perl/5.10/Carp.pm:47)
[Thu Aug 27 18:19:46 2009] [crit]: HasRight called with no valid
object (/usr/share/request-tracker3.8/lib/RT/Principal_Overlay.pm:322)
[Thu Aug 27 18:19:46 2009] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:505)
[Thu Aug 27 18:19:46 2009] [warning]: RT::Handle=HASH(0xb022c28)
couldn't execute the query 'SELECT DISTINCT main.* FROM Scrips main
JOIN ScripConditions ScripConditions_1 ON ( ScripConditions_1.id =
main.ScripCondition ) WHERE (main.Queue = '1' OR main.Queue = '0')
AND (ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND
(main.Stage = 'TransactionBatch') ORDER BY main.Description ASC ' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb022c28)',
'SELECT DISTINCT main.* FROM Scrips main JOIN ScripConditions ...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 238
Re: [rt-users] Reporting: List of new/open tickets?
anyone had written a reporting script that did something such as listing the numbers and subjects of all open and new tickets Our PMs would like to have this info automated and emailed Why not use the Dashboards that are already built into RT? Click Tickets do create a search for new and open tickets (and whatever other criteria). Save the search with Group permissions so all the PMs can access it too. Then create a Dashboard using that saved search, which all the PMs can subscribe to. Once a person is subscribed to that Dashboard, they will get an email about it regularly. Before creating the saved search, you need the right perms to save for a group. Use the RT root user if you're unsure. The PMs will each need the SubscribeDashboard right too. See http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html A ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Editing Comments or Replies
We have a tool floating around on the website or the wiki that allows a systems administrator to censor a single transaction Looks like that is here, but is old. Would it work in 3.8? http://download.bestpractical.com/pub//rt/contrib/3.0/Other/Censorware/ Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Contributed script: A time worked reporting tool
I've attached a script I've developed over the summer to help me produce
time worked reports for my staff.
Thanks for this. It's very nice.
It did put out a warning on my system, though:
[Fri Aug 21 18:30:08 2009] [warning]: Use of uninitialized value in
string eq at ./rt-timeworked.pl line 273. (./rt-timeworked.pl:273)
Looks like this line: if (($tr-TimeTaken != 0) || ($tr-Field eq
'TimeWorked')) {
Thank you!
A
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Re: [rt-users] Contributed script: A time worked reporting tool
$ perl -e 'use lib /usr/share/request-tracker3.8/lib; use
RT::Transaction; print $RT::VERSION'
3.8.4
I think you are right that the warning is due to comparing string
against what is in the DB as NULL.
This fixed it for me:
Line 273:
- if (($tr-TimeTaken != 0) || ($tr-Field eq 'TimeWorked')) {
+ if (($tr-TimeTaken != 0) || ($tr-Field $tr-Field eq 'TimeWorked')) {
Thank you again!
Allen Lee
Crystalfontz America, Incorporated
12412 East Saltese Avenue
Spokane Valley, WA 99216-0357
Twitter @Crystalfontz al...@crystalfontz.com http://www.crystalfontz.com
voice (509) 892-1200 fax (509) 892-1203 US toll-free (888) 206-9720
On Fri, Aug 21, 2009 at 1:09 PM, Fran Fabriziof...@cis.uab.edu wrote:
Ok so it is complaining about an uninitialized value in the eq comparison
$tr-Field eq TimeWorked. Some transactions have NULL in the Field field
in the database. The question is when there is NULL in the database, what
does RT::Transaction object return? Maybe it's trying undef eq TimeWorked
and throwing the warning. The question is, why don't I see those? What
version of RT.pm are you using?
What does:
perl -e 'use lib /usr/local/rt/lib; use RT::Transaction; print
$RT::VERSION'
show? (Of course, updating the /usr/local/rt/lib path).
Maybe (off the wall, but) an older version of the RT::Transaction
returns undef when NULL is read from the database, but the one I am using
(3.8.2) returns '' or something?
Allen Lee wrote:
Hi,
The script still worked fine.
It looked like it was throwing that warning for every iteration of the
loop. Below, it finds 1 tickets with Time Worked filled in, but more
than 24 warnings are thrown:
# rt-timeworked.pl --startdate 2009-08-15 --enddate 2009-08-22 --queues
testy
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273)
[Fri Aug 21 19:54:28 2009] [warning]: Use of uninitialized value in
string eq at /usr/sbin/rt-timeworked.pl line 273.
(/usr/sbin/rt-timeworked.pl:273
Re: [rt-users] RFC: Full ticket view when replying?
-- Jesse Vincent wrote:
1) Add the ticket below the normal text box, sprip recipient options
2) Put the text box in-line as, for example, GMail does
I find myself opening the ticket in another tab to cross-reference
RT-AjaxyReplyPage in bps svn may be what you want
We also end up opening the Reply link in a new tab in order to refer
to the entire Correspondence history when composing a new Reply or
Comment, so we wanted the composition box on the same screen as the
rest of the History.
I installed the RT-AjaxyReplyPage plugin but honestly could not see
how in the world that plugin relates to this request. As far as I
could tell, that plugin only uses ahah to try to activate some form
choices immediately, without leaving the current page. In no way that
I could see does it show you all the Correspondence on the ticket on
the same screen as the compose box for a new message.
So, in order to show all History while composing in RT 3.8.4, I
copied html/Ticket/Update.html to a local file, and then around
line 161, after the /form tag that closes the PreviewScrips template
inclusion, I added:
/Ticket/Elements/ShowHistory ,
Ticket = $TicketObj,
ShowHeaders = $ARGS{'ShowHeaders'},
URIFile = 'History.html',
Attachments = $attachments,
AttachmentContent = $attachment_content
% $m-callback( %ARGS,
CallbackName = 'AfterShowHistory',
Ticket = $TicketObj,
current_tab = 'Ticket/History.html?id=' .
$TicketObj-id );
and then inside the %INIT section, add these lines:
my $attachments = $m-comp('Elements/FindAttachments', Ticket = $TicketObj);
my $attachment_content = $m-comp('Elements/LoadTextAttachments',
Ticket = $TicketObj);
Then it will work for privileged users. If you want the same effect
for nonprivileged users in the /SelfService/ area, then you need to
copy html/SelfService/Update.html to a local file and add this in
between the closing /form tag and the opening %INIT tag:
/Ticket/Elements/ShowHistory,
Ticket = $Ticket,
URIFile = Display.html,
ShowHeaders = $ARGS{'ShowHeaders'},
DownloadableHeaders = 0,
AttachPath = Attachment,
Attachments = $attachments,
UpdatePath = Update.html
then add this line inside the %INIT section:
my $attachments = $m-comp( '/Ticket/Elements/FindAttachments',
Ticket = $Ticket );
now SelfService users will see History on same screen while replying.
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Re: [rt-users] QueryBuilder: find where LastUpdatedBy 'unprivileged'
(from Jerrad) It's not exactly the same, but what about where Last Updated Told? This looks like it would have done what I want, but Advanced screen of QueryBuilder won't accept it. Upon Apply, I get the error: Wrong query, expecting a VALUE in 'LastUpdated Told--here' (from Ruslan) Try LastUpdatedBy.EmailAddress not like '@...'. In version 3.8.4, QueryBuilder accepts this input, but it has no effect on the search results. The search seems to execute but ignore this clause. It does throw an error in the log for sub _EnumLimit: [error]: Invalid Operation: LIKE for LastUpdatedBy at /usr/share/request-tracker3.8/lib/RT/Tickets_Overlay.pm line 339. (from Raed) when we are waiting on a customer response we set a ticket status to stalled Thanks for this, but I think we want to reserve the stalled status for more atypical conditions that delay a ticket as opposed to normal delay between correspondence. I see how you do use it though to find the items where the ball is or is not in your court. Any other ideas on how to employ the EmailAddress of the LastUpdatedBy person, or how to compare LastUpdated to Told (QueryBuilder seems to want a literal value for the comparison)? Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
[rt-users] QueryBuilder: find where LastUpdatedBy 'unprivileged'
We would like to make a Saved Search that will show us all tickets where LastUpdatedBy was a client as opposed to one of our support staff. What would the correct TicketSQL be to get something like: (Status = 'open' OR Status = 'new' ) AND ( Owner = '__CurrentUser__' ) AND ( LastUpdatedBy IS AN UNPRIVILEGED USER OR LastUpdatedBy.User.Email Not like '@ourdomain.com' ) Is such a query possible in TicketSQL? I searched the web and could only find an announcement of release 3.6.7 where one of the change notes was: * add id to the list of users' properties you can search by [ruz] but I don't know how one actually searches on a user's property in the QueryBuilder. ___ 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. Buy a copy at http://rtbook.bestpractical.com
[rt-users] thumb Preview PDF as PNG in ticket history?
Instead of a text link in ticket history for attached PDFs to Download somefile.pdf, I would like to show these as thumbnail images that preview the first page of the document, similar to how regular attached images are shown in history. Converting a PDF document into a PNG image seems easy with ImageMagick convert -density 600x600 -resize 800x560 -quality 90 $file `echo $file|cut -f1 -d'.'`.png Does anyone know what code RT would need to make this change? I think it might be another elseif at the end of html/Tickets/Elements/ShowTransactionAttachments but don't have a clue how to invoke the conversion and output the result. Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Signature for Reply only
I'm looking for possibility to disable signature for comments and leave it
enabled for replies only.
This way is working for me in 3.8.4.
Copy the distribution html/Elements/MessageBox from to the local
html/Elements directory. On Debian and Ubuntu, the local directory
(as installed by apt-get) is:
/usr/local/share/request-tracker3.8/html/Elements
In that file, you just add another condition to the spot where it
decides whether to insert a signature. The extra condition is and
$ARGS{'Action'} ne 'Comment'
Here is the patch:
my $signature = '';
-if ( $IncludeSignature and my $text =
$session{'CurrentUser'}-UserObj-Signature and
- $ARGS{'Action'} ne 'Comment'
-) {
-
-# unnecessary to have sig in comment since it's internal only and the
name of the user is attached to the transaction
-
+if ( $IncludeSignature and my $text =
$session{'CurrentUser'}-UserObj-Signature ) {
$signature = -- \n. $text;
}
From that old thread that you referenced
http://www.gossamer-threads.com/lists/rt/users/42269#42269
I think his way would also work -- copying the distribution version of
Ticket/Update.html to the local Ticket/ directory and then changing
line 143 from
/Elements/MessageBox, Name=UpdateContent, %ARGS
to
/Elements/MessageBox, Name=UpdateContent, IncludeSignature = 0, %ARGS
You will need to restart webserver for either method to take effect.
Allen
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[rt-users] where does local fckconfig.js go?
In January, a question was asked about where to put the local version of fckconfig.js file (myFCKconfig.js with just your own local changes so that you don't have to modify the distribution's NoAuth/RichText/FCKeditor/fckconfig.js except for 1 line where you say where the local file is). http://www.nabble.com/UI-Patch---Add-whitespace-at-top-of-MessageBox-if-it%27s-a-reply-comment-td21720319.html That thread never produced an answer for this issue, but the original poster mentioned that putting it in local/html/NoAuth/RichText/FCKeditor/fckconfig.js didn't work. Should it go in local/html/NoAuth/js/ ? Should the Distribution copy of fckconfig.js specify local config like this?: FCKConfig.CustomConfigurationsPath = '/js/myFCKconfig.js' Thanks, Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can Simple.html search Email OR Content (not AND) ?
Hi, I would like to make it so that the Simple Search (3.8.2) will always search Content, Requestor and Subject fields using LIKE comparisons so that users won't need to prepend fulltext: and email: (the latter won't find partial email addresses) on search terms. I have created a local overlay for html/Search/Simple.html which loads a local lib/RT/Search/Googleish.pm and that has an altered QueryToSQL function which bakes the search term into the pseudo-SQL: ( Content LIKE 'munchy' ) OR ( Requestor LIKE 'munchy' ) OR ( Subject LIKE 'munchy' ) The above gets fed deeper into RT SearchBuilder guts, until it comes out in the mysql query log as this: 1WHERE (Transactions_1.ObjectType = 'RT::Ticket') 2AND (main.Status != 'deleted') 3AND (Users_5.EmailAddress LIKE '%munchy%') 4AND ( 5( ( Attachments_2.Content LIKE '%munchy%' ) ) 6OR 7( ( CachedGroupMembers_4.id IS NOT NULL ) ) 8OR 9( main.Subject LIKE '%munchy%' ) 10 ) 11 AND (main.Type = 'ticket') 12 AND (main.EffectiveId = main.id) So the final actual query is not what I asked for because there will be zero results if the EmailAddress does not match. I want all results where the Email OR Content OR Subject is LIKE the search term. If Line 3 above could be moved down after Line 4 and connected by OR then it would work and find tickets. I dug around and found something about EnteryAggregator in lib/RT/Tickets_Overlay.pm but I don't know what to do next or how to modify Googleish.pm to get the results I am looking for. A ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can Simple.html search Email OR Content (not AND) ?
I would like to make it so that the Simple Search (3.8.2) will always search Content, Requestor and Subject fields using LIKE comparisons so and email: (won't find partial email addresses) Is email: some newfangled 3.8.2 thing? Oops. Mixed up one of my attempted mods with how the stock install works. No, you are right. There is no email: modifier for simple search. I was trying to get it to search email addresses where the user doesn't remember the full address -- like just searching for 'email:foo' when they can't remember 'f...@foo.com' To solve your latter problem of partial matches, you might try RTx::From http://search.cpan.org/~jpierce/RTx-From-0.02/lib/RTx/From.pm Looking at the synopsis of that, cannot be meaningfully combined with other search terms seems to mean that a person could not search for from:foo bar and expect to find tickets that were from User foo and/or had the word bar in them. Is that right? If so, I don't think that is going to help me since my users are going to try to use other terms as well. A. ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can Simple.html search Email OR Content (not AND) ?
This known issue that if email is not in the db then result would be empty even if condition is ORed with another, but believe me correct query will kick breath out of your DB server. Are you saying that this known issue is a bug or is it intentional? I know that with a ton of tickets, this kind of search everything is not practical. But this will be a new RT deployment and I need to ease the support staff (and the boss) into getting used to this new system. Eventually I know they will find the QueryBuilder screen to be very precise and great, but right now everything is new and different and that screen scares them. They think it's too complicated. That's why I'd like to get the WHERE EmailAddress like '%foo%' OR 'Content like '%foo%' OR'd together instead of having the EmailAddress separated from the rest of the query by an AND. Thanks, A. ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-Users Digest, Vol 62, Issue 43
Date: Mon, 18 May 2009 01:36:03 -0700 (PDT) From: tommy0660 Subject: [rt-users] Notify new users about their login information Another thing I would want to implement is, that when a new user has been created, immediately after the creation the user should be informed via email to his email-address about his login information like: There's a post that expands on that autogenerate password wiki article here: http://lists.bestpractical.com/pipermail/rt-users/2009-May/058999.html It talks about making autogenerated password notifications when new tickets are created in the web interface (for instance, by your support staff) as opposed to just by user emails. The wiki article autogeneration only works when users create tickets by email. Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autogenerating a password for requestors
My bigger goal is to set up RT so that requestors get an email
notifying them of their ticket id etc aftre creation. If they are new
users, they should get a autocreated password.
There is a page in the wiki on this
http://wiki.bestpractical.com/view/AutogeneratedPassword
This works when I submit a ticket via email.
But I wasn't able to get template from AutogeneratedPassword
to work. I guess, some of the values used in there do not apply to this
later stage.
I noticed that the Autogeneratepassword template scrip offered in the
wiki works fine at creating and emailing a password to a new user who
just created a ticket by email, but it did not seem to do the same
when a privileged user manually created a ticket in the RT web
interface.
The reason it didn;t is because in that case, the Transaction
CreatorObj is the privileged user, not the new user. Therefore, the
scripted tests that determine whether to set a password fail and the
whole set password script is skipped.
I (think) I fixed this by changing the Autoreply Templat script to be like so:
--- begin Autoreply template ---
Greetings,
Your support ticket [{$Ticket-QueueObj-SubjectTag || $rtname}
#{$Ticket-id()}] regarding:
{$Ticket-Subject()}
has been created, and a summary appears below.
Please check the history and progress of all your tickets and
communicate with our staff about your issue by logging in to the
web-based ticket system at:
{
*RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;
# CHANGED NEXT 3 LINES TO TEST REQUESTOR INSTEAD OF CREATOR
# SO THAT WILL EMAIL REQUESTOR A PASSWORD WHEN STAFF CREATES
# THE TICKET IN WEB INTERFACE
#if (($Transaction-CreatorObj-id != $RT::Nobody-id)
# (!$Transaction-CreatorObj-Privileged)
#($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
if (($Ticket-Requestors-UserMembersObj-First-Id() != $RT::Nobody-id)
(!$Ticket-Requestors-UserMembersObj-First-Privileged)
($Ticket-Requestors-UserMembersObj-First-__Value('Password')
eq '*NO-PASSWORD*')
)
{
my $user = RT::User-new($RT::SystemUser);
# $user-Load($Transaction-CreatorObj-Id);
$user-Load($Ticket-Requestors-UserMembersObj-First-Id());
my ($stat, $pass) = $user-SetRandomPassword();
if (!$stat)
{
$OUT .=
An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.;
}
use URI::Escape;
$OUT .= . $RT::WebURL.SelfService/?user=.
uri_escape($user-Name).pass=. uri_escape($pass).
Your username and password for the ticket system are:
Username: .$user-Name.
Password: .$pass.
You may change the password after you login if you wish.;
}
else
{
$OUT .= . $RT::WebURL .Ticket/Display.html?id=. $Ticket-id();
}
}
This is an automated message. Please do not reply.
Thank you,
{$Ticket-QueueObj-CorrespondAddress()}
-
{$Transaction-Content()}
--- end Autoreply template ---
I don;t know if that is right or proper, but it seems to work.
Allen
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[rt-users] stop strangers from emailing other people's tickets
Running into a problem where a bad person (unprivileged and unknown by RT) can send an email to the RT system with someone else's ticket ID in the subject. RT will recognize the (guessed) ticket ID, and permanently append the message (which may contain spam or nastiness) to somebody's ticket, even though the sender is not a valid party listed on the ticket. So some troublemaker can send 1 email with a random ticket ID, or 100,000 emails with all possible ticket ids and attack users' tickets. We want to allow people to create tickets by email and we do want RT users to be automatically created if they don't already exist. Is there a way, though, to deny permission for unprivileged users to reply to a ticket unless they are the Requestor or Cc? I have set Group Rights this way: Everyone: CreateTicket, ModifySelf Unprivileged: none Privileged: [many, including ReplyToTicket] Requestor: ReplyToTicket, SeeQueue, ShowTicket but the above permissions do not seem to make any difference in the ability of strangers being able to pollute random tickets with messages. It also seems that if an attacker forged his From address to appear to come from one of our privileged email addresses (like supp...@yourdomain), a permissions-only approach would not really make much of a barrier. Should some combination of permissions be able to work, or does preventing this abuse require a Scrip? Do any of you with RT installations ever run into situations where someone mail bombs or attacks your users' tickets by email in this way? What advice can you give? Allen ___ 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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Email config for Google Apps
1. RT Email config for Google Apps (Vincent Beau) You could use Google Apps to create a mailbox (like rt) on Google's servers. Then the RT's email address would be r...@yourdomain. Then login to that mailbox on G-Apps and create some filters so that mail sent to different queues would be labelled differently. If you have a support queue, for example, set a filter at Google so that all mail sent to rt+supp...@yourdomain will have the actions Skip Inbox and Label : Support. Mail sent to rt+support-comm...@yourdomain will have the actions Skip Inbox and Label : Support-Comment. Then go into the Settings of the rt user's G-Apps account and enable IMAP service. Then run fetchmail as a daemon on your linux server where RT is installed. Your /etc/fetchmailrc file might look like this: set daemon 60 set invisible set no bouncemail set no syslog set logfile /var/log/fetchmail poll imap.gmail.com proto IMAP service 993 user r...@yourdomain pass YOURPASSWORD folder Support ssl mda /usr/bin/rt-mailgate --url http://YOUR-RT-URL/rt --queue Support --action correspond poll imap.gmail.com proto IMAP service 993 user r...@youdomain pass YOURPASSWORD folder Support-Comment ssl mda /usr/bin/rt-mailgate --url http://YOUR-RT-URL/rt --queue Support --action comment You would have a pair of poll config lines like that above for each Queue. Those lines would be for your Support queue and you replace the things in ALLCAPS with your appropriate things. Doing this way lets all the mail pile up at Google, then your RT just goes and sucks down the appropriate unread messages into each queue every minute, creating a ticket for each one and leaving the read messages on the G-Apps servers. ___ 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. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Request Tracker with sSMTP
Hi, I am trying to configure rt with sSMTP. I couldn't find any documentation on this anywhere...Is this possible? If so, how? Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Password
Hi, Sorry if this is a newbie question. I just got rt installed on my system. I was able to log in through apache and play around with it. Then I changed something and now I can't log back in. It says that my root password is incorrect. I've tried every password I could think of putting in, including the default 'password' but it didn't recognize anything. I've removed and reinstalled rt3 and mysql but that didnt change anything. Where can I find where the password is set or stored? Thanks, Allen ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] New to rt, sendmail
Hi, I seem to be having a lot of trouble setting up the email configuration. I actually don't really seem to know what's going on... Does the server which rt is set up on have to be a webserver w/ a domain name? I looked into some webservers and it seemed that they wouldn't let me install rt on it. I set up rt on a local server, and was able to get apache to work. When I started a new ticket i received an email to myself from The default queue via RT [EMAIL PROTECTED]. How do I send email back to rt? Where do I change example.org? Thanks, Allen ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Intermittent slow logins on RT 3.6.3
Hi everyone, We're running RT 3.6.3 on PostgreSQL 8.0.12 and while we've always had some intermittent performance issues, it has gotten especially bad in the past few weeks. There are a number of actions that are very slow for us, but particularly bad is the amount of time it takes to log in. It just took me 136 seconds to log in and display the Home page. However, if I refresh the Home page while logged in, it only takes about 18 seconds. Here's a mini time line to illustrate a typical login: 0. Enter username and password and click submit 1. Immediately afterwards, I see the following in rt.log: [Mon Jun 30 21:11:53 2008] [info]: Successful login for allen from ... (/var/www/localhost/htdocs/rt/autohandler:256) 2. 95 seconds later, the login page disappears and the home page starts to display 3. At 136 seconds, the home page is complete I have set logging in RT to 'debug' so I can see the timing on all the queries being executed. The slowest query generated during that last login attempt took 2.50 seconds. Watching top and iostat on the Apache+mod_perl running RT shows a load average around 0.01, CPU utilization between 0 and 5%, and disk I/O at 1%. Watching top and iostat on the DB server also shows that it is nowhere near maxed out. This problem is intermittent (sometimes it will only take an acceptable 20 seconds to log in); however, it seems to be slow more often than not. There also seems to be a lot of variance in how slow it gets. Sometimes it takes 40 seconds, sometimes over two minutes. It seems like RT is doing something after authentication and before building the home page that makes logins slow. I have a feeling it might be database related, but I cannot find any evidence of any slow queries in rt.log. Could there be any queries that RT executes that would not show up in rt.log for some reason? Also, I have checked pg_locks when this is happening but do not see any exclusive locks that would cause any queries to wait. (Note that I /have/ found slow RT queries, but not ones associated with logging in.) Are there any bugs in 3.6.3 that would cause this? Can anyone suggest anything else I should look at or try? Thanks much, -Allen ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error when trying to use custom field in a ticket transaction in RT 3.6
I have a test install of RT, and I am attempting to resolve a repeatable
error with custom field behavior. System is running 3.6, on ubuntu
6.0.6, apache2, php5.1.2. Overall behaviour seems fine, but the custom
field is my only real hangup so far
The custom field I have created is a type select one value with no
validation, link values or include page values. There are 6 entries,
with no sort order or category. This custom field applies to ticket
transactions, which is assigned to all the queues. I then open an
exisitng ticket in the jumbo view, and attempt to choose one of the
entries in the list and save the ticket. I then get a system error, with
the text below:
error: Can't locate object method Id via package No object mapping
for field (perhaps you forgot to load No object mapping for field?)
at /usr/share/request-tracker3.6/lib/RT/Record.pm line 1538.
context: ...
1534: my $method = ${class}Obj;
1535: $object = $object-$method;
1536: }
1537:
1538: return $object-Id;
1539: }
1540:
1541:
1542: =head2 CustomFieldLookupType
...
code stack: /usr/share/request-tracker3.6/lib/RT/Record.pm:1538
/usr/share/request-tracker3.6/lib/RT/Record.pm:1519
/usr/share/request-tracker3.6/lib/RT/Record.pm:1597
/usr/share/request-tracker3.6/lib/RT/Record.pm:1579
/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:1300
/usr/share/request-tracker3.6/html/Ticket/ModifyAll.html:163
/usr/share/request-tracker3.6/html/autohandler:279
raw error
Can't locate object method Id via package No object mapping for
field (perhaps you forgot to load No object mapping for field?) at
/usr/share/request-tracker3.6/lib/RT/Record.pm line 1538.
Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method
Id via package No object mapping for field (perhaps you forgot to
load No object mapping for field?) at
/usr/share/request-tracker3.6/lib/RT/Record.pm line 1538.^J') called at
/usr/share/request-tracker3.6/lib/RT/Record.pm line 1538
RT::Record::_LookupId('RT::Transaction=HASH(0xa5a0160)',
'RT::Queue-RT::Ticket-RT::Transaction') called at
/usr/share/request-tracker3.6/lib/RT/Record.pm line 1519
RT::Record::CustomFields('RT::Transaction=HASH(0xa5a0160)') called at
/usr/share/request-tracker3.6/lib/RT/Record.pm line 1597
RT::Record::_AddCustomFieldValue('RT::Transaction=HASH(0xa5a0160)',
'Field', 1, 'Value', 'ttt Systems') called at
/usr/share/request-tracker3.6/lib/RT/Record.pm line 1579
RT::Record::AddCustomFieldValue('RT::Transaction=HASH(0xa5a0160)',
'Field', 1, 'Value', 'ttt Systems') called at
/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 1300
HTML::Mason::Commands::ProcessObjectCustomFieldUpdates('Object',
'RT::Ticket=HASH(0xa6597c8)', 'ARGSRef', 'HASH(0xa5522c0)') called at
/usr/share/request-tracker3.6/html/Ticket/ModifyAll.html line 163
HTML::Mason::Commands::__ANON__('Starts_Date', '', 'TimeEstimated', 0,
'UserOp', 'LIKE', 'Status', '', 'UpdateAttachment', '', 'Started_Date',
'', 'UpdateType', 'private', 'WatcherTypeEmail2', '', 'TimeWorked', 0,
'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12,
'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test',
'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '',
'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa4b8f00)', 'WatcherTypeEmail1', '',
'Priority', 0, 'WatcherAddressEmail3', '',
'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3,
'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '',
'UserString', '', 'UserField', 'Name', 'GroupField', 'Name',
'12-MergeInto', '', 'UpdateSubject', 'custom field test',
'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '',
'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '',
'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '',
'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '',
'Starts_Date', '', 'TimeEstimated', 0, 'UserOp', 'LIKE', 'Status', '',
'UpdateAttachment', '', 'Started_Date', '', 'UpdateType', 'private',
'WatcherTypeEmail2', '', 'TimeWorked', 0,
'Object-RT::Transaction--CustomField-1-Values', 'ttt Systems', 'id', 12,
'TimeEstimated-TimeUnits', 'minutes', 'Subject', 'custom field test',
'RefersTo-12', '', 'WatcherTypeEmail3', '', 'GroupString', '',
'GroupOp', 'LIKE', 'Owner', 'ARRAY(0xa66217c)', 'WatcherTypeEmail1', '',
'Priority', 0, 'WatcherAddressEmail3', '',
'Object-RT::Transaction--CustomField-1-Values-Magic', 1, 'Queue', 3,
'Due_Date', '', 'WatcherAddressEmail1', '', 'Told_Date', '',
'UserString', '', 'UserField', 'Name', 'GroupField', 'Name',
'12-MergeInto', '', 'UpdateSubject', 'custom field test',
'FinalPriority', 0, '12-DependsOn', '', '12-MemberOf', '',
'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', 0, '12-RefersTo', '',
'MemberOf-12', '', 'UpdateContent', '', 'DependsOn-12', '',
'TimeWorked-TimeUnits', 'minutes', 'WatcherAddressEmail2', '') called at
/usr/share/perl5/HTML/Mason/Component.pm line 135
