from:"Chris Nelson"

Re: [rt-users] Modifying Quick Search in RT 3.8.1

2009-02-16 Thread Chris Nelson

OK. I was able to solve the last problem here as well!

I went to *rt3/share/html/Elements/QueueSummary* and added *OR Status =
'staged'* to the following line:
%   my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new' OR Status
= 'stalled' OR Status = 'staged')";

I imagine this isn't the best way to do this as it will be overwritten if we
do any upgrades. Is there a config file I can put this in?

Thanks so very much for all the help!
-Chris

%   my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new' OR Status
= 'stalled' OR Status = 'stalled')";

On Fri, Feb 13, 2009 at 1:16 PM, Chris Nelson  wrote:

> Sweet. I was able to figure out that page no problem and after a quick
> restart of Apache2, staged now shows in the quick search.
>
> Interestingly, I had already added the line:
> Set(@ActiveStatus, qw(new open stalled staged));
> to RT_SiteConfig.pm and it still isn't showing up in those queries...
>
> Any other thoughts on solving the second issue?
> -Chris
>
>
> On Fri, Feb 13, 2009 at 1:04 PM, Jerrad Pierce <
> jpie...@cambridgeenergyalliance.org> wrote:
>
>> > We want to add a column to the Quick Search on the RT at a Glance screen
>> for
>> > Staged. So, across the top of Quick Search you would see Queue New Open
>> > Stalled Staged. I have hunted and hunted and can't figure out how to do
>> > that. Is it possible?
>> You have to be root to edit the global queries for widgets on the front
>> page,
>> but Quicksearch appears to be special, and apparently requires tweaking
>> a local copy of share/html/Elements/Quicksearch; it's a simple file
>> though.
>>
>> > Once you click on a queue, we want to ensure that tickets with a status
>> of
>> > staged show up in the list.
>> Add Staged to @ActiveStatus in RT_SiteConfig.pm
>> (copying from RT_Config.pm as necessary)
>>
>> --
>> Cambridge Energy Alliance: Save money. Save the planet.
>>
>
>
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Re: [rt-users] Modifying Data Label in RT 3.8.1

2009-02-16 Thread Chris Nelson

Ok. I added the lines:
msgid "Time Estimated"
msgstr "Billable Time"

to the bottom of *rt3/lib/RT/I18N/en.po*, restarted apache, and it worked
like a champ! Is there a way to get RT to use the en_qaa.po file so that
upgrades won't destroy those changes?

Thanks so very much for the help!
-Chris

On Mon, Feb 16, 2009 at 2:10 PM, Chris Nelson  wrote:

> Thanks for all the help! I feel like you've really gone above and beyond
> helping me sort this out!
>
> Unfortunately, it's still not working (and I'm 95% sure it's all me).
>
> Here's what I've done:
>
> Created a file called *rt3/lib/RT/I18N/en_qaa.po*. That file contains the
> following:
> #: added 2/16/2009 by CN to modify a data label. According to
> #: instructions at http://wiki.bestpractical.com/view/CustomizeLabel
>
> msgid "Time Estimated"
> msgstr "Billable Time"
>
> I then tried SIGHUP and HUP at the command line and just got *-bash: HUP:
> command not found* (which I think is just a function of me
> misunderstanding what you're telling me to do to gracefully restart the
> server). So, I went with the old standby of *sudo /etc/init.d/apache2
> restart* and then removed all the cookies in my browser associated with
> the Web site. When I started a new session, logged back into the Web site, I
> still see *Time Estimated* when I go to edit a ticket.
>
> Thanks so much for sticking with me on this problem!
> -Chris
>
>
> On Fri, Feb 13, 2009 at 2:47 PM, Jerrad Pierce <
> jpie...@cambridgeenergyalliance.org> wrote:
>
>> On Fri, Feb 13, 2009 at 14:32, Jerrad Pierce
>>  wrote:
>> > On Fri, Feb 13, 2009 at 14:12, Chris Nelson 
>> wrote:
>> >> It REALLY didn't like that. I wasn't able to start apache with that
>> file. I
>> >> had to delete the file to get it to start again.
>> > Any information from error logs to report? Did you not copy I18N/
>> i_default.pm
>> > to local too?
>> >
>> > I did, and works fine for me.
>> Actually, to clarify, see:
>> http://wiki.bestpractical.com/view/CustomizeLabel
>>
>> This may not be the sanctioned way/what Best Practical had in mind,
>> but it seems close, and it works. Others are welcome to make corrections.
>>
>> --
>> Cambridge Energy Alliance: Save money. Save the planet.
>>
>
>
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Re: [rt-users] Modifying Data Label in RT 3.8.1

2009-02-16 Thread Chris Nelson

Thanks for all the help! I feel like you've really gone above and beyond
helping me sort this out!

Unfortunately, it's still not working (and I'm 95% sure it's all me).

Here's what I've done:

Created a file called *rt3/lib/RT/I18N/en_qaa.po*. That file contains the
following:
#: added 2/16/2009 by CN to modify a data label. According to
#: instructions at http://wiki.bestpractical.com/view/CustomizeLabel

msgid "Time Estimated"
msgstr "Billable Time"

I then tried SIGHUP and HUP at the command line and just got *-bash: HUP:
command not found* (which I think is just a function of me misunderstanding
what you're telling me to do to gracefully restart the server). So, I went
with the old standby of *sudo /etc/init.d/apache2 restart* and then removed
all the cookies in my browser associated with the Web site. When I started a
new session, logged back into the Web site, I still see *Time
Estimated*when I go to edit a ticket.

Thanks so much for sticking with me on this problem!
-Chris

On Fri, Feb 13, 2009 at 2:47 PM, Jerrad Pierce <
jpie...@cambridgeenergyalliance.org> wrote:

> On Fri, Feb 13, 2009 at 14:32, Jerrad Pierce
>  wrote:
> > On Fri, Feb 13, 2009 at 14:12, Chris Nelson  wrote:
> >> It REALLY didn't like that. I wasn't able to start apache with that
> file. I
> >> had to delete the file to get it to start again.
> > Any information from error logs to report? Did you not copy I18N/
> i_default.pm
> > to local too?
> >
> > I did, and works fine for me.
> Actually, to clarify, see:
> http://wiki.bestpractical.com/view/CustomizeLabel
>
> This may not be the sanctioned way/what Best Practical had in mind,
> but it seems close, and it works. Others are welcome to make corrections.
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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Re: [rt-users] Modifying Data Label in RT 3.8.1

2009-02-13 Thread Chris Nelson

It REALLY didn't like that. I wasn't able to start apache with that file. I
had to delete the file to get it to start again. (BTW, HUP isn't a known
thing on my ubuntu box...)

-Chris

On Fri, Feb 13, 2009 at 1:48 PM, Jerrad Pierce <
jpie...@cambridgeenergyalliance.org> wrote:

> > to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2.
> No
> You don't need to restart, HUP/graceful/reload is good enough.
>
> > luck. Was I supposed to update the other file? Did I do something wrong?
>
> Hmm, it seems RT doesn't support local localizations, without creating
> a RT/I18N_Local.pm file. I *think* you might be able to get away with just:
>
>  cp /opt/rt3/local/lib/RT/I18N.pm /opt/rt3/local/lib/RT/I18N_Local.pm
>
> It seems like overkill, but I18N.pm uses the  __FILE__ token to locate po
> files.
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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Re: [rt-users] Modifying Data Label in RT 3.8.1

2009-02-13 Thread Chris Nelson

Hrm. I added:
#: NOT FOUND IN SOURCE
msgid "Time Estimated"
msgstr "Billable Time"

to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2. No
luck. Was I supposed to update the other file? Did I do something wrong?

Thanks so much for your help...
-Chris

On Fri, Feb 13, 2009 at 1:19 PM, Jerrad Pierce <
jpie...@cambridgeenergyalliance.org> wrote:

> Specifically you want to add:
>
>  msgid "Time Estimated"
>  msgstr "Time Billed"
>
> to your local localization file.
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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Re: [rt-users] Modifying Quick Search in RT 3.8.1

2009-02-13 Thread Chris Nelson

Sweet. I was able to figure out that page no problem and after a quick
restart of Apache2, staged now shows in the quick search.

Interestingly, I had already added the line:
Set(@ActiveStatus, qw(new open stalled staged));
to RT_SiteConfig.pm and it still isn't showing up in those queries...

Any other thoughts on solving the second issue?
-Chris

On Fri, Feb 13, 2009 at 1:04 PM, Jerrad Pierce <
jpie...@cambridgeenergyalliance.org> wrote:

> > We want to add a column to the Quick Search on the RT at a Glance screen
> for
> > Staged. So, across the top of Quick Search you would see Queue New Open
> > Stalled Staged. I have hunted and hunted and can't figure out how to do
> > that. Is it possible?
> You have to be root to edit the global queries for widgets on the front
> page,
> but Quicksearch appears to be special, and apparently requires tweaking
> a local copy of share/html/Elements/Quicksearch; it's a simple file though.
>
> > Once you click on a queue, we want to ensure that tickets with a status
> of
> > staged show up in the list.
> Add Staged to @ActiveStatus in RT_SiteConfig.pm
> (copying from RT_Config.pm as necessary)
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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Re: [rt-users] Modifying Data Label in RT 3.8.1

2009-02-13 Thread Chris Nelson

Sorry - I'm a total n00b here. Can you explain what that's doing exactly? I
can't quite follow what's happening. Looks like, you make a new dir, copy
some specific library file (language po file?) and then "emacs" the lib file
(don't know what that does).

Then, would you go edit the copied file and look for Time Estimated?

Thanks in advance, sorry for the newbie questions...
-Chris

On Fri, Feb 13, 2009 at 12:56 PM, Jerrad Pierce <
jpie...@cambridgeenergyalliance.org> wrote:

> > Is it possible to change the Time Estimated data label to read Billable
> Time
> > in the interface? That would greatly help reduce confusion.
>
> Customize a local copy of your language's po file? e.g;
>
>  mkdir -p /opt/rt3/local/lib/RT/I18N/
>  cp /opt/rt3/lib/RT/I18N/en.po /opt/rt3/local/lib/RT/I18N/en.po
>  emacs /opt/rt3/local/lib/RT/I18N/en.po
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
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[rt-users] Modifying Quick Search in RT 3.8.1

2009-02-13 Thread Chris Nelson

Greetings everyone!

I have two questions for this post.

*Basics:*
I'm running RT 3.8.1 on Linux Ubuntu 8.04 Hardy, Apache 2.2.8, Perl 5.8.8,
and MySQL 5.0.51a-3ubuntu5.1. We have added a custom status of "Staged" to
indicate when a ticket is open, but pending some action by other departments
(ie, it is staged and waiting on approval to be moved into production). I
followed the instructions found in this forum for adding that custom status
and it works great.

*The Problems:*

   1. We want to add a column to the Quick Search on the RT at a Glance
   screen for Staged. So, across the top of Quick Search you would see *Queue
   New Open **Stalled Staged*. I have hunted and hunted and can't figure out
   how to do that. Is it possible?
   2. Once you click on a queue, we want to ensure that tickets with a
   status of *staged* show up in the list.

Thanks in advance for your time and assistance!
-Chris
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[rt-users] Modifying Data Label in RT 3.8.1

2009-02-13 Thread Chris Nelson

Greetings Everyone!

My second question of the day (and hopefully my final).

*Basics:*
I'm running RT 3.8.1 on Linux Ubuntu 8.04 Hardy, Apache 2.2.8, Perl 5.8.8,
and MySQL 5.0.51a-3ubuntu5.1. We want to be able to track the total time
spent on a ticket *and* the time spent that we should bill to a client. As
such, we developed our own internal process where we put the total time
spent on a ticket in the Time Worked column and the time we plan to bill the
client for (which is usually less than the total time) in the Time Estimated
column.

*The Problem:
*Is it possible to change the Time Estimated data label to read *Billable
Time* in the interface? That would greatly help reduce confusion.

Thanks in advance!
-Chris
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[rt-users] Add a custom status

2008-11-25 Thread Chris Nelson

Greetings all,

Is there a way to add a custom status to RT? Specifically, I'd like
something that is between "open" and "resolved" for my developers that isn't
"stalled" that indicates it's completed but not in production...a status
like "pending". While I'm figuring out the specific word to use - can anyone
direct me on how to add the additional status to the drop down? Any help
would be appreciated...

-Chris

PS. Running Ubuntu Server, RT 3.8.1
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Re: [rt-users] Notify Owner on Steal

2008-11-04 Thread Chris Nelson

Matt,

Thanks for the help!

However, that does not seem to work on the *steal* condition - only when
ownership is changed in other ways. Is something wrong with my configuration
or is that the way it's supposed to work?

-Chris

On Tue, Nov 4, 2008 at 12:52 AM, Matt Hoover <[EMAIL PROTECTED]>wrote:

> I think this is what you are looking for...
>
> http://wiki.bestpractical.com/view/NotifyOwner
>
> Matt
>
>
> On Mon, Nov 3, 2008 at 11:13 AM, Chris Nelson <[EMAIL PROTECTED]> wrote:
>
>> Right. I know about the permission.
>>
>> My concern is on notifying the current owner that the ticket has been
>> stolen. Is there a way to send a message to the existing owner?
>>
>>
>> On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover <[EMAIL PROTECTED]>wrote:
>>
>>> Chris-
>>>
>>> You will need to enable "StealTicket" right on the proper Q.  You can
>>> assign those permissions to users/groups or to a role.  This is done under
>>> the configuration/Queues section.
>>>
>>> Matt
>>>
>>> On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson <[EMAIL PROTECTED]>wrote:
>>>
>>>> Is there a way to notify the owner of a ticket when it's stolen?
>>>>
>>>> We are a small shop and only a few of us have access to RT. When one of
>>>> us needs a ticket from another's queue - the fastest way to do it is to 
>>>> just
>>>> click "steal" - is there a better way to do this process? (BTW, for 
>>>> everyone
>>>> that's not an admin they get a message that says "you can only take tickets
>>>> that are unowned" when they try to just change the owner through 
>>>> Basics...).
>>>>
>>>> -Chris
>>>>
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>>>
>>
>
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Re: [rt-users] Notify Owner on Steal

2008-11-03 Thread Chris Nelson

Right. I know about the permission.

My concern is on notifying the current owner that the ticket has been
stolen. Is there a way to send a message to the existing owner?

On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover <[EMAIL PROTECTED]> wrote:

> Chris-
>
> You will need to enable "StealTicket" right on the proper Q.  You can
> assign those permissions to users/groups or to a role.  This is done under
> the configuration/Queues section.
>
> Matt
>
> On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson <[EMAIL PROTECTED]> wrote:
>
>> Is there a way to notify the owner of a ticket when it's stolen?
>>
>> We are a small shop and only a few of us have access to RT. When one of us
>> needs a ticket from another's queue - the fastest way to do it is to just
>> click "steal" - is there a better way to do this process? (BTW, for everyone
>> that's not an admin they get a message that says "you can only take tickets
>> that are unowned" when they try to just change the owner through Basics...).
>>
>> -Chris
>>
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[rt-users] Notify Owner on Steal

2008-11-03 Thread Chris Nelson

Is there a way to notify the owner of a ticket when it's stolen?

We are a small shop and only a few of us have access to RT. When one of us
needs a ticket from another's queue - the fastest way to do it is to just
click "steal" - is there a better way to do this process? (BTW, for everyone
that's not an admin they get a message that says "you can only take tickets
that are unowned" when they try to just change the owner through Basics...).

-Chris
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[rt-users] Allowing Requestors to View Tickets in the UI

2008-10-30 Thread Chris Nelson

Is there a way to allow the end users of my system (the requestors) to view
their tickets in the UI? The only way I can see this is:

   1. Manually search for each requestor's email address in the Create User
   screen.
   2. Give each the right to be granted permissions and access RT.
   3. Give each user a password.
   4. Create an "All Users" group.
   5. Assign each user to the All Users group (for future features,
   hopefully).
   6. Give the All Users group the rights I want
   7. Teach every user how to use the interface to view a specific ticket.

It doesn't even look like I can specify the dashboard for each group - or
the home page.

Surely this process is not the only way to do this. Before I devote a
significant chunk of my time to this - can anyone tell me if I'm missing
something?

Thanks in advance!
-Chris
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[rt-users] Rich Text doesn't show up in ticket view

2008-09-23 Thread Chris Nelson

I pre-apologize if this is a total newbie question - but when I create a
comment or a ticket with Rich Text in the body (say I make a name blue), the
formatting does not appear when I view the ticket.

For example, I create a ticket and type "CRITICAL ISSUE" in all red letters
at the top of a comment. When I finish the comment and click "Display" at
the top of the ticket, CRITICAL ISSUE is there, but it doesn't show red - it
just shows black. When I "download the attachment" the html code is correct
- which makes me wonder if it's a browser issue or if I'm just doing
something that's preventing it from displaying in the UI.

Thanks in advance!

Firefox 2 (cuz ff3 is just plain SLOW on all web pages)
RT 3.8.1
Ubuntu Linux
MySQL

Thanks,
-Chris
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Re: [rt-users] Postfix with mysql

2008-09-23 Thread Chris Nelson

You can absolutely use postfix and MySQL. What specific problems are you
having?

-Chris

On Sat, Sep 20, 2008 at 2:35 AM, abhishek jain
<[EMAIL PROTECTED]>wrote:

> Hello friends,I am using postfix with mysql (Virtual users). Can i still
> use RT , i cannot figure how?
>
> Pl. help me,
>
> --
> Thanks and kind Regards,
> Abhishek jain
>
>
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Re: [rt-users] Problem viewing "All My Open Tickets"

2008-09-17 Thread Chris Nelson

Now that I think about it - I did clear my cache and related cookies late
yesterday, I'll bet it was just a cached page or something.

On Wed, Sep 17, 2008 at 8:33 AM, Chris Nelson <[EMAIL PROTECTED]> wrote:

> Very weird - today it works. Yesterday, the link was taking me to a blank
> page.
>
> It is asking me to login - which is strange. I've been seeing several
> places where it prompts me to login - and I saw several posts about this. I
> added the line:
>
> Set($WebSessionClass , 'Apache::Session::File');
>
> To /opt/rt3/bin/RT_SiteConfig.pm when I installed (hoping the problem would
> go away).
>
> Anyway, thanks,
> -Chris
>
>
> On Tue, Sep 16, 2008 at 5:47 PM, Ruslan Zakirov <[EMAIL PROTECTED]>wrote:
>
>> On Tue, Sep 16, 2008 at 9:31 PM, Chris Nelson <[EMAIL PROTECTED]>
>> wrote:
>> > For those following the continuing saga of the complete reinstall, it's
>> been
>> > a LONG time coming, but I'm FINALLY up and running. To "give back" to
>> the
>> > community a bit (if such a thing is really possible for such a newbie),
>> I've
>> > created an exhaustive document covering the COMPLETE, end to end
>> > installation of RT3.8.1 on Ubuntu 8.04 on a Virtual Server spun up on
>> the
>> > free vmware. I'm not quite done, but when I am, I'll post it here if
>> there's
>> > any interest.
>> That will be interesting.
>>
>> >
>> > In the mean time, here is a problem I'm currently having:
>> >
>> > The link on the home page is:
>> >
>> >
>> http://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27&Order=ASC%7CASC%7CASC%7CASC&OrderBy=Status%7CPriority%7C%7C&Query=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20!%3D%20%27resolved%27&RowsPerPage=0&SearchType=Ticket<http://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27&Order=ASC%7CASC%7CASC%7CASC&OrderBy=Status%7CPriority%7C%7C&Query=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20%21%3D%20%27resolved%27&RowsPerPage=0&SearchType=Ticket>
>> >
>> > I'm not sure what I'm doing wrong. Any help is appreciated.
>> Where is the problem you're talking about? I see nothing terribly
>> wrong with the link.
>>
>> > -Chris
>> >
>> > ___
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
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>>
>>
>>
>> --
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>>
>
>
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Re: [rt-users] Problem viewing "All My Open Tickets"

2008-09-17 Thread Chris Nelson

Very weird - today it works. Yesterday, the link was taking me to a blank
page.

It is asking me to login - which is strange. I've been seeing several places
where it prompts me to login - and I saw several posts about this. I added
the line:

Set($WebSessionClass , 'Apache::Session::File');

To /opt/rt3/bin/RT_SiteConfig.pm when I installed (hoping the problem would
go away).

Anyway, thanks,
-Chris

On Tue, Sep 16, 2008 at 5:47 PM, Ruslan Zakirov <[EMAIL PROTECTED]>wrote:

> On Tue, Sep 16, 2008 at 9:31 PM, Chris Nelson <[EMAIL PROTECTED]> wrote:
> > For those following the continuing saga of the complete reinstall, it's
> been
> > a LONG time coming, but I'm FINALLY up and running. To "give back" to the
> > community a bit (if such a thing is really possible for such a newbie),
> I've
> > created an exhaustive document covering the COMPLETE, end to end
> > installation of RT3.8.1 on Ubuntu 8.04 on a Virtual Server spun up on the
> > free vmware. I'm not quite done, but when I am, I'll post it here if
> there's
> > any interest.
> That will be interesting.
>
> >
> > In the mean time, here is a problem I'm currently having:
> >
> > The link on the home page is:
> >
> >
> http://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27&Order=ASC%7CASC%7CASC%7CASC&OrderBy=Status%7CPriority%7C%7C&Query=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20!%3D%20%27resolved%27&RowsPerPage=0&SearchType=Ticket<http://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27&Order=ASC%7CASC%7CASC%7CASC&OrderBy=Status%7CPriority%7C%7C&Query=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20%21%3D%20%27resolved%27&RowsPerPage=0&SearchType=Ticket>
> >
> > I'm not sure what I'm doing wrong. Any help is appreciated.
> Where is the problem you're talking about? I see nothing terribly
> wrong with the link.
>
> > -Chris
> >
> > ___
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
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> >
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> >
>
>
>
> --
> Best regards, Ruslan.
>
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[rt-users] Problem viewing "All My Open Tickets"

2008-09-16 Thread Chris Nelson

For those following the continuing saga of the complete reinstall, it's been
a LONG time coming, but I'm FINALLY up and running. To "give back" to the
community a bit (if such a thing is really possible for such a newbie), I've
created an exhaustive document covering the COMPLETE, end to end
installation of RT3.8.1 on Ubuntu 8.04 on a Virtual Server spun up on the
free vmware. I'm not quite done, but when I am, I'll post it here if there's
any interest.

In the mean time, here is a problem I'm currently having:

The link on the home page is:

http://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27&Order=ASC%7CASC%7CASC%7CASC&OrderBy=Status%7CPriority%7C%7C&Query=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20!%3D%20%27resolved%27&RowsPerPage=0&SearchType=Ticket

I'm not sure what I'm doing wrong. Any help is appreciated.
-Chris
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Re: [rt-users] Can't Restart Apache2 on fresh install of Ubuntu 8.04 and RT 3.8.1

2008-09-12 Thread Chris Nelson

How do I install that?


On Fri, Sep 12, 2008 at 9:29 AM, Curtis Bruneau <[EMAIL PROTECTED]> wrote:

> Looks like mod_perl2 isn't installed.
>
> Curtis
>
> Chris Nelson wrote:
>
>> I have been running a fresh install of RT 3.8.1 on Ubuntu 8.04. I've made
>> it successfully to the configuring of Apache2. I added this to
>> /etc/apache2/sites-enabled/000-default
>>   #==Begin Added by CN for RT Installation
>>Alias /rt "/opt/rt3/share/html"
>>AddDefaultCharset UTF-8
>>
>># optional apache logs for RT
>># ErrorLog /opt/rt3/var/log/apache2.error
>># TransferLog /opt/rt3/var/log/apache2.access
>>
>>PerlRequire "/opt/rt3.8/bin/webmux.pl"
>>
>>
>>SetHandler default
>>
>>
>>SetHandler perl-script
>>PerlResponseHandler RT::Mason
>> 
>>   #==End Added by CN for RT Installation
>>
>> And this is the error I get:
>> Syntax error on line 51 of /etc/apache2/sites-enabled/000-default:
>> Invalid command 'PerlRequire', perhaps misspelled or defined by a module
>> not included in the server configuration
>>
>> I changed that line to point to my install (in /opt/rt3.8/) but other than
>> that, it's right from the readme file.
>>
>> FWIW, perl -v produces:
>> This is perl, v5.8.8 built for i486-linux-gnu-thread-multi
>>
>> Thanks!
>> -Chris
>> 
>>
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Re: [rt-users] Errors on installing RT 3.8.1

2008-09-12 Thread Chris Nelson

I am right with you. It's like there is a missing step somewhere. Have you
found anything?

On Thu, Sep 11, 2008 at 12:04 PM, calvin chiang <[EMAIL PROTECTED]>wrote:

>  Hi All,
>
> ubuntu server 7.10
> apache 2.2.4
> RT 3.8.1
> perl v5.8.8
>
> this is my first posting, so let me know if i've done anything against
> protocol.
>
> Ok, so i've had an installation of RT3.6 (from source - i didnt know it was
> in repository) running for about 3 weeks now, no worries. And i saw that i'd
> missed the upgrades provided with v3.8, so i've attempted to install this on
> a virtual machine for deployment in a virtual environment.
>
> the install for RT3.8.1 though seems much harder/messier. everything went
> well, following from the readme in the .tar.gz package, until i got to the
> Web Installation section.
>
> Now i've been using linux now for 6months, and apache virtual hosts do my
> head in. i didnt find the instructions in the readme particularly clear
> either...
>
> so.. in my ..apache2/sites-available folder i've left the 'default' file,
> and added another one for the RT site called example.com.conf (historical
> reasons) and dumped in the config listed in the readme (see bottom of this
> post). then i a2ensite'd it and restarted apache
>
> result?
>
> error 500 when i browse to the site (using lynx on the local machine, I've
> also set a mapping from example.com to 127.0.0.1 in /etc/hosts)
>
> now, if i comment out the bit in the virtual hosts file that says:
>
> 
> SetHandler perl-script
> PerlResponseHandler RT::Mason
> 
>
> then when i go to the site with lynx, i get the RT webdir, but with the
> warning message saying i havent installed lib_perl/fastcgi etc
>
> so i guess i'm missing either one of the perl modules... though i'm sure i
> got all of them when i did the make test during the install
>
> 
>
> STUFF I'VE TRIED
> * i've tried updating mod_perl to the latest 
> version
> , but i couldnt get this to run because it was looking for something in
> httpd.conf instead of apache2.conf (where ubuntu puts all the conf stuff)
> * i've tried removing the all the info from the 'default' file from
> ../apache2/sites-available and replacing it with the config from the README as
> per this 
> post(and 
> removing the example.conf entry)
> * i've tried reinstalling HTML::Mason from CPAN
>
> so yeah.. would appreciate any help on this one.. as i'm way out of my
> depths..
>
> Cheers,
>
> ps here's the config i've been using from the README file:
>
> mod_perl 2.xx
> -
>
> WARNING: mod_perl 1.99_xx is not supported.
>
> Add a few lines to your Apache 2.xx configuration file, so that
> it knows where to find RT:
>
> 
> ServerName supportrt.ourdomain.com
>
> DocumentRoot /opt/rt3/share/html
> AddDefaultCharset UTF-8
>
> # optional apache logs for RT
> # ErrorLog /opt/rt3/var/log/apache2.error
> # TransferLog /opt/rt3/var/log/apache2.access
>
> PerlRequire "/opt/rt3/bin/webmux.pl"
>
> 
> SetHandler default
> 
> 
> SetHandler perl-script
> PerlResponseHandler RT::Mason
> 
> 
>
>   --
> Calvin Chiang
> Network Admin
> Utilyx
> 1st Floor, 55 North Wharf Road
> Paddington
> London, W2 1LA
> Tel: 020 7087 8673www.utilyx.com
>
>
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Re: [rt-users] RT 3.8.1: "Tickets" interface logs you out

2008-09-11 Thread Chris Nelson

I may be way off here (I'm a total newbie). But Todd Green wrote this a
couple days ago - might this help?

> Just hit and fixed this issue yesterday.  My solution was to was to add
> the following to
>  etc/RT_SiteConfig.pm
>
> Set($WebSessionClass , 'Apache::Session::File');

When I asked him what it was actually doing, this is what he said:

>In my digging I determined that by default the sessions are being written
to the SQL database.  Notes from others having similar issues >indicated
this might be part of the issue.  My current production environment (3.4.2)
writes the sessions to files instead of to the >database so I used the same
option in the new environment as well.

Sorry if that's not helpful.

-Chris


On Thu, Sep 11, 2008 at 1:30 PM, Golemon, Buck <[EMAIL PROTECTED]> wrote:

>  So you think it's in regard to upgrading?
> I'll try with a fresh database and let you know how it goes.
>
>
> --Buck
>
>  -Original Message-
> *From:* Trenton Taylor [mailto:[EMAIL PROTECTED]
> *Sent:* Thursday, September 11, 2008 10:26 AM
> *To:* Golemon, Buck
> *Subject:* RE: [rt-users] RT 3.8.1: "Tickets" interface logs you out
>
>  A bunch of us have the issue but it's being ignored on the lists …
>
>
>
> I think jesse considers it our problem for not upgrading correctly.
>
>
>
> I upgraded from rt 3.6.6 to 3.8.0 and ran the upgrade script at the end of
> the install … no errors and no "log out" issues in the interface
>
> I then upgraded from 3.8.0 to 3.8.1 and ran the upgrade script that was
> mentioned at the end of the install … no errors but am logged out on some
> web clicks.
>
>
>
> I went back to 3.8.0 and don't have any problems now …
>
>
>
> Did you follow the UPGRADING.mysql document? I got errors when trying it.
>
>
>
> Nobody has responded to me on the list ..
>
>
>  --
>
> *From:* [EMAIL PROTECTED] [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Golemon, Buck
> *Sent:* Thursday, September 11, 2008 9:17 AM
> *To:* [EMAIL PROTECTED]
> *Subject:* [rt-users] RT 3.8.1: "Tickets" interface logs you out
>
>
>
> After installing a new version of RT, I've noticed that whenever I click
> "Tickets" or interact with the query builder such that it reloads the page,
> it logs me out. I still remembers it's state after I log back in, but this
> is extremely annoying.
>
>
>
> Has anyone else had this problem?
>
>
>
>
>
> Please let me know if there's any other information you need.
>
> --Buck
>
>
>
> Important: The information contained in this e-mail message is confidential
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[rt-users] Can't Restart Apache2 on fresh install of Ubuntu 8.04 and RT 3.8.1

2008-09-11 Thread Chris Nelson

I have been running a fresh install of RT 3.8.1 on Ubuntu 8.04. I've made it
successfully to the configuring of Apache2. I added this to
/etc/apache2/sites-enabled/000-default
   #==Begin Added by CN for RT Installation
Alias /rt "/opt/rt3/share/html"
AddDefaultCharset UTF-8

# optional apache logs for RT
# ErrorLog /opt/rt3/var/log/apache2.error
# TransferLog /opt/rt3/var/log/apache2.access

PerlRequire "/opt/rt3.8/bin/webmux.pl"


SetHandler default


SetHandler perl-script
PerlResponseHandler RT::Mason
 
   #==End Added by CN for RT Installation

And this is the error I get:
Syntax error on line 51 of /etc/apache2/sites-enabled/000-default:
Invalid command 'PerlRequire', perhaps misspelled or defined by a module not
included in the server configuration

I changed that line to point to my install (in /opt/rt3.8/) but other than
that, it's right from the readme file.

FWIW, perl -v produces:
This is perl, v5.8.8 built for i486-linux-gnu-thread-multi

Thanks!
-Chris
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[rt-users] Fresh Install of rt3.8.1 on Ubuntu 8.04 missing required components on Configure step

2008-09-11 Thread Chris Nelson

I have given up salvaging my upgrade. I will keep the database only (which -
fortunately, still has my 1000+ tickets in it).

I'm a linux newbie. The RT community's help has been priceless.

Unfortunately, I'm still at a loss a bit. I've gone step by step through the
readme doc. I installed a fresh, pristine LAMP ubuntu server. I have correct
versions of perl, apache2, and mysql. I created a pw for the root mysql
user.

I untarred the gz file.
I ran *sudo ./configure --prefix=/opt/rt3.8 --with-db-database=tickets
--enable-gd --enable-graphviz*
Here is the output:
checking for a BSD-compatible install... /usr/bin/install -c
checking for gawk... no
checking for mawk... mawk
checking for perl... /usr/bin/perl
checking for chosen layout... relative
checking if user www exists... not found
checking if user www-data exists... found
checking if group www exists... not found
checking if group www-data exists... found
checking if group rt3 exists... not found
checking if group rt exists... not found
checking if group www-data exists... found
checking if database name is valid... yes
checking for gcc... no
checking for cc... no
checking for cl.exe... no
configure: error: no acceptable C compiler found in $PATH
See `config.log' for more details.

I know this is about my 15th total newbie post - but I have to get my
tickets db back up and running soon before my sanity expires - and I don't
think I can afford the support incident fee (besides, I really need to
understand what's happening here).

Thanks so much for contributing so much time everyone.
-Chris
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[rt-users] Upgraded RT and Ubuntu and now Apache2 can't find RT::Mason

2008-09-10 Thread Chris Nelson

I'm a Linux newbie. I'm running Ubuntu 8.04 (I just upgraded from 7.0.4). I
am running RT 3.8.1 (I just upgraded from 3.6). I happen to be running
TikiWiki on this server and it's working just fine (so, at least I know that
Apache is working - and the server is serving Web pages in general).

My Apache2 error log shows that it can't find RT::Mason.

I noticed that my old apache config referenced a file 'webmux.pl' - which
didn't exist in /opt/rt3.8/bin/ and did exist in
/etc/request-tracker3.6/bin/. So, I copied the file to /opt/rt3.8/bin and
updated the Apache Config to reference the new file location.

So, if I comment out the webmux.pl line in the Apache config - I get a 404
error. If I leave it in, I get a 500 Internal Server error.

I feel like I've been very high maintenance with this upgrade. I can't tell
you all how extremely helpful you've been! Thanks all,
-Chris
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Re: [rt-users] Can't reinstall: CORE missing dependencies: File::ShareDir...MISSING

2008-09-10 Thread Chris Nelson

Ok. The install worked with the -k flag.

However, I had to run:
 sudo cp /usr/share/request-tracker3.6/libexec/webmux.pl /opt/rt3.8/bin
and
sudo cp backups/apache/apache2-modperl2.conf /opt/rt3.8/ (which is just a
copy of this file I made RIGHT before I did the upgrade of RT).

Now, when I attempt to go to http://myserver/rt/ I get a 404 error. I'm not
exactly sure where to go next. The apache error log finally doesn't show any
errors.

On Wed, Sep 10, 2008 at 10:27 AM, Joop <[EMAIL PROTECTED]> wrote:

> Chris Nelson wrote:
>
>> Oh. Wait. So, do I do the make -k upgrade from within /tmp/rt-3.8.1/ or do
>> I need to make the directory for /opt/rt3.8/ first?
>>
> Yes from within /tmp/rt-3.8.1. The directory structure is created as part
> of the installation process.
>
> Joop
>
>
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Re: [rt-users] Can't reinstall: CORE missing dependencies: File::ShareDir...MISSING

2008-09-10 Thread Chris Nelson

Oh. Wait. So, do I do the make -k upgrade from within /tmp/rt-3.8.1/ or do I
need to make the directory for /opt/rt3.8/ first?

On Wed, Sep 10, 2008 at 10:15 AM, Chris Nelson <[EMAIL PROTECTED]> wrote:

> Awesome. It's worth pointing out I'm doing make upgrade (so I'm going to do
> make -k upgrade).
>
> Thanks!
>
>
> On Wed, Sep 10, 2008 at 10:12 AM, Joop <[EMAIL PROTECTED]> wrote:
>
>> Chris Nelson wrote:
>>
>>> Joop,
>>>
>>> This is what it says when I run that command:
>>>
>>> [EMAIL PROTECTED]:/tmp/rt-3.8.1$ sudo cpan File::ShareDir
>>> CPAN: Storable loaded ok
>>> Going to read /home/cnelson/.cpan/Metadata
>>>  Database was generated on Tue, 09 Sep 2008 01:02:57 GMT
>>> File::ShareDir is up to date.
>>>
>>> However, it still fails on sudo make testdeps.
>>>
>>> I run sudo make fixdeps and here are the relevant lines:
>>>
>>>* File::ShareDir...MISSING
>>>* Install module File::ShareDir
>>>  CPAN: Storable loaded ok
>>>  Going to read /home/cnelson/.cpan/Metadata
>>>Database was generated on Tue, 09 Sep 2008 01:02:57 GMT
>>>  File::ShareDir is up to date.
>>>
>>>  I have had something like this and it turned out that the version
>> comparison didn't work as expected. The solution I then use is:
>> sudo make -k install
>>
>> The -k option tells make to continue even if it encounters errors.  Just
>> be sure that the File::ShareDir is the only error else make will happily
>> continue doing potential a lot of bad things.
>> Lets see if I can reproduce your problem with a VM running Ubuntu 8.04
>> which is updated to the latest patches. I'll let you know what happens.
>>
>> Joop
>>
>>
>
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Re: [rt-users] Can't reinstall: CORE missing dependencies: File::ShareDir...MISSING

2008-09-10 Thread Chris Nelson

Awesome. It's worth pointing out I'm doing make upgrade (so I'm going to do
make -k upgrade).

Thanks!

On Wed, Sep 10, 2008 at 10:12 AM, Joop <[EMAIL PROTECTED]> wrote:

> Chris Nelson wrote:
>
>> Joop,
>>
>> This is what it says when I run that command:
>>
>> [EMAIL PROTECTED]:/tmp/rt-3.8.1$ sudo cpan File::ShareDir
>> CPAN: Storable loaded ok
>> Going to read /home/cnelson/.cpan/Metadata
>>  Database was generated on Tue, 09 Sep 2008 01:02:57 GMT
>> File::ShareDir is up to date.
>>
>> However, it still fails on sudo make testdeps.
>>
>> I run sudo make fixdeps and here are the relevant lines:
>>
>>* File::ShareDir...MISSING
>>* Install module File::ShareDir
>>  CPAN: Storable loaded ok
>>  Going to read /home/cnelson/.cpan/Metadata
>>Database was generated on Tue, 09 Sep 2008 01:02:57 GMT
>>  File::ShareDir is up to date.
>>
>>  I have had something like this and it turned out that the version
> comparison didn't work as expected. The solution I then use is:
> sudo make -k install
>
> The -k option tells make to continue even if it encounters errors.  Just be
> sure that the File::ShareDir is the only error else make will happily
> continue doing potential a lot of bad things.
> Lets see if I can reproduce your problem with a VM running Ubuntu 8.04
> which is updated to the latest patches. I'll let you know what happens.
>
> Joop
>
>
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Re: [rt-users] Can't reinstall: CORE missing dependencies: File::ShareDir...MISSING

2008-09-10 Thread Chris Nelson

Joop,

This is what it says when I run that command:

[EMAIL PROTECTED]:/tmp/rt-3.8.1$ sudo cpan File::ShareDir
CPAN: Storable loaded ok
Going to read /home/cnelson/.cpan/Metadata
  Database was generated on Tue, 09 Sep 2008 01:02:57 GMT
File::ShareDir is up to date.

However, it still fails on sudo make testdeps.

I run sudo make fixdeps and here are the relevant lines:

   - File::ShareDir...MISSING
   - Install module File::ShareDir
   CPAN: Storable loaded ok
   Going to read /home/cnelson/.cpan/Metadata
 Database was generated on Tue, 09 Sep 2008 01:02:57 GMT
   File::ShareDir is up to date.

Thanks so much for your help.

-Chris


On Wed, Sep 10, 2008 at 9:16 AM, Joop <[EMAIL PROTECTED]> wrote:

> Chris Nelson wrote:
>
>> I upgraded my version of Ubuntu server to 8.0.4 because I was having some
>> trouble after upgrading to RT 3.8.1. <http://3.8.1.> I assumed that the
>> problems had something to do with my apache configuration or the fact that I
>> was running out of date software.
>>
>> So, I attempted an upgrade of Ubuntu. I'm a Linux newbie. After the
>> upgrade, I couldn't get Apache to start at all. I found that if I commented
>> out the line about RT (the include in the Apache config) Apache started fine
>> and all other sites were working great.
>>
>> So, I decided I would reinstall RT. I removed my /opt/rt3.8/ directory and
>> went all the way back to the install steps. I ran the tar command to get the
>> file to /tmp/. I then cd to /tmp/rt3-8-1/ and run 'sudo ./configure
>> --prefix=/opt/rt3.8/ --enable-gd'. Then I run 'sudo make testdeps'. It tells
>> me 'File::ShareDir...MISSING'. So, I run 'sudo make fixdeps' and it tells me
>> all dependencies found. Then I could get into an endless loop - because
>> testdeps still says it's missing.
>>
>> I figured I would go ahead and just run 'sudo make install' but it bombs
>> with the same error as above: CORE missing dependencies:
>> File::ShareDir...MISSING. It's worth mentioning that I looked and the
>> directory /opt/rt3.8/ is not being created (I don't know if that matters or
>> not).
>>
> In case you haven't done so run the following:
> sudo cpan File::ShareDir
>
> This should install File::ShareDir and resolve the problems of fixdeps.
> Running 'make install'  also runs 'make fixdeps' thats why you don't get
> /opt/rt3.8
>
> Regards,
>
> Joop
>
>
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[rt-users] Can't reinstall: CORE missing dependencies: File::ShareDir...MISSING

2008-09-10 Thread Chris Nelson

I upgraded my version of Ubuntu server to 8.0.4 because I was having some
trouble after upgrading to RT 3.8.1. I assumed that the problems had
something to do with my apache configuration or the fact that I was running
out of date software.

So, I attempted an upgrade of Ubuntu. I'm a Linux newbie. After the upgrade,
I couldn't get Apache to start at all. I found that if I commented out the
line about RT (the include in the Apache config) Apache started fine and all
other sites were working great.

So, I decided I would reinstall RT. I removed my /opt/rt3.8/ directory and
went all the way back to the install steps. I ran the tar command to get the
file to /tmp/. I then cd to /tmp/rt3-8-1/ and run 'sudo ./configure
--prefix=/opt/rt3.8/ --enable-gd'. Then I run 'sudo make testdeps'. It tells
me 'File::ShareDir...MISSING'. So, I run 'sudo make fixdeps' and it tells me
all dependencies found. Then I could get into an endless loop - because
testdeps still says it's missing.

I figured I would go ahead and just run 'sudo make install' but it bombs
with the same error as above: CORE missing dependencies:
File::ShareDir...MISSING. It's worth mentioning that I looked and the
directory /opt/rt3.8/ is not being created (I don't know if that matters or
not).

Anyway, I've taken an annoyance and managed to make a critical error out of
it - however, I've been wanting to understand Linux and RT better - so maybe
this is a blessing in disguise. Any help would be greatly appreciated.

-Chris
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Re: [rt-users] upgrade 3.6.1->3.8.1 Looping login

2008-09-09 Thread Chris Nelson

Todd,

What does that line actually do (I'm a Linux/Apache newbie)?

Thanks,
-Chris

On Tue, Sep 9, 2008 at 1:19 PM, Sean <[EMAIL PROTECTED]> wrote:

> That worked! Thanks a million!
>
> On Tue, 09 Sep 2008 11:40:45 -0500, "Todd A. Green" <[EMAIL PROTECTED]>
> wrote:
> > Just hit and fixed this issue yesterday.  My solution was to was to add
> > the following to
> >  etc/RT_SiteConfig.pm
> >
> > Set($WebSessionClass , 'Apache::Session::File');
> >
> > Sean wrote:
> >> I'm having the same problem with a fresh install of 3.8.1 using MySQL
> >> 5.0.60.
> >>
> >> On Wed, Aug 20, 2008 at 02:54:31PM -0400, Helmuth Ramirez wrote:
> >>
> >>> Were you coming from MySQL 4.0?
> >>> I had the same problem until I did the MySQL 4.0 -> 4.1 updates
> >>>
> >>> -Original Message-
> >>> From: [EMAIL PROTECTED]
> >>> [mailto:[EMAIL PROTECTED] On Behalf Of Chip
> >>> Mefford
> >>> Sent: Wednesday, August 20, 2008 2:30 PM
> >>> Cc: RT Users
> >>> Subject: [rt-users] upgrade 3.6.1->3.8.1 Looping login
> >>>
> >>> Upgraded 3.6.1 to 3.8.1, carefully read the docs, followed the
> >>> instructions (for mysql) and the upgrade went brilliantly. Good
> >>> job folks. Very nice.
> >>>
> >>> Logged into my new shiny RT. And all looks good.
> >>> however, when running (some) reports, and fiddling
> >>> about with advanced searches, I'll get returned to
> >>> a login screen, and I must log in again in order
> >>> to access the result.
> >>>
>
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Re: [rt-users] Turn on Logging in RT

2008-09-09 Thread Chris Nelson

It's so simple it's hard to figure out! Thanks. I'll get this turned on and
play around tonight and see what I can do.

Chaim,
Thanks so much for sticking with me, I'll update the other thread with the
results after I turn on logging. I am also updating to the latest version of
Ubuntu and apache.

-Chris

On Tue, Sep 9, 2008 at 3:47 PM, Chaim Rieger <[EMAIL PROTECTED]> wrote:

> Chris Nelson wrote:
>
>> I apologize for the newbie question (I have another thread going that has
>> stalled out with this question - but it's really part of a larger question,
>> so I figured I would pose this question directly - I apologize if everyone
>> has already read this or if that is a list faux paux).
>>
>> I need some help turning on "logging". I saw the entries in RT_Config.pm,
>> but cannot figure out how to make them work in RT_SiteConfig.pm. I found
>> several topics through Google about using logging, but none with newbie
>> instructions for turning it "on". Thanks in advance for your time.
>>
>> #Logging
>> Set($LogToFileNamed , '/opt/rt3.8/etc/rt.log');
>> Set($LogToSyslog  , 'debug');
>>
>> Then I changed the permissions for rt.log to be -rw-rw-rw. I added a line
>> at the top of the file: #started on 9/8/2008. I then restarted apache.
>> Playing around inside the interface produces nothing in that file. I'm not
>> sure I'm doing it right.
>>
>> Thanks,
>> -Chris
>>
>>
>>  Set($LogToFile  , debug);
> Set($LogDir, 'var/log');
> Set($LogToFileNamed , "rt.log");#log to rt.log
>
>
>
>
>
> --
> --
> Chaim Rieger
>
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[rt-users] Turn on Logging in RT

2008-09-09 Thread Chris Nelson

I apologize for the newbie question (I have another thread going that has
stalled out with this question - but it's really part of a larger question,
so I figured I would pose this question directly - I apologize if everyone
has already read this or if that is a list faux paux).

I need some help turning on "logging". I saw the entries in RT_Config.pm,
but cannot figure out how to make them work in RT_SiteConfig.pm. I found
several topics through Google about using logging, but none with newbie
instructions for turning it "on". Thanks in advance for your time.

#Logging
Set($LogToFileNamed , '/opt/rt3.8/etc/rt.log');
Set($LogToSyslog  , 'debug');

Then I changed the permissions for rt.log to be -rw-rw-rw. I added a line at
the top of the file: #started on 9/8/2008. I then restarted apache. Playing
around inside the interface produces nothing in that file. I'm not sure I'm
doing it right.

Thanks,
-Chris
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Re: [rt-users] Blank Web page when clicking on some queues in RT3.8.1

2008-09-08 Thread Chris Nelson

I'm sorry for being such a newbie. I've searched all over and can't seem to
figure out how to enable logging. I went into RT_SiteConfig.pm and added
these lines:

#Logging
Set($LogToFileNamed , '/opt/rt3.8/etc/rt.log');
Set($LogToSyslog  , 'debug');

Then I changed the permissions for rt.log to be -rw-rw-rw. I added a line at
the top of the file: #started on 9/8/2008. I then restarted apache. Playing
around inside the interface produces nothing in that file. I'm not sure I'm
doing it right.

Thanks for your continued patience!
-Chris

On Mon, Sep 8, 2008 at 1:11 PM, Chaim Rieger <[EMAIL PROTECTED]> wrote:

> Chris Nelson wrote:
>
>> Thanks for the response. I can't find the file called rt.log. I've done a
>> locate for it and it doesn't show up - might it be called something else? (I
>> would not have changed it's default value on purpose).
>>
>
>
> rt.log is only created is you tell rt to log to a specified rt log file
>
> set it up to debug to /rt/install/path/var/log/rt.log
>
> in RT_SIteConfig.pm
>
> restart apache
>
> then do a few operations and post what the log has to say
>
>
>
>
>
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Re: [rt-users] Blank Web page when clicking on some queues in RT3.8.1

2008-09-08 Thread Chris Nelson

Thanks for the response. I can't find the file called rt.log. I've done a
locate for it and it doesn't show up - might it be called something else? (I
would not have changed it's default value on purpose).

Here is my RT_SiteConfig.pm file (where I've only changed the db info so it
doesn't have my pw).

# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm

# THE BASICS:

Set($rtname, 'IT.RT');
Set($Organization, 'corp.delivra.com');

Set($CorrespondAddress , '[EMAIL PROTECTED]');
Set($CommentAddress , '[EMAIL PROTECTED]');

Set($Timezone , 'East/UnitedStates'); # obviously choose what suits you

# THE DATABASE:

Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.

Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , '##');
Set($DatabaseName , 'tickets');

# THE WEBSERVER:

Set($WebPath , "/rt");
Set($WebBaseURL , "http://mrs-stanwyk.corp.delivra.com";);

Set($DatabaseHost   , 'localhost');
Set($DatabaseRTHost , 'localhost');
@MailPlugins = qw(Auth::MailFrom Filter::TakeAction);
1;

On Mon, Sep 8, 2008 at 10:37 AM, <[EMAIL PROTECTED]> wrote:

> Can you post your RT_Siteconfig and the output.  From your rt.log please
>
>
>
>
> Sent via BlackBerry from T-Mobile
>
> -Original Message-
> From: "Chris Nelson" <[EMAIL PROTECTED]>
>
> Date: Mon, 8 Sep 2008 10:01:59
> To: 
> Subject: Re: [rt-users] Blank Web page when clicking on some queues in RT
>3.8.1
>
>
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Re: [rt-users] Blank Web page when clicking on some queues in RT 3.8.1

2008-09-08 Thread Chris Nelson

Some additional information:

This is really confusing - I apologize in advance:

The blank Web page scenario is not confined to clicking on a queue. In fact,
I can now click on all queues without seeing this behavior - I have no idea
what's different (other than I have rebooted my own machine - since it's
been over the weekend). My DBA can also view all queues. However, the
problem persists at other spots - for example, when sorting a queue. If I
sort my own queue, I am taken to a blank screen. I can hit the back button
once, and then if I select a link from that screen (like if I try to open a
ticket), I get the login prompt - then I am taken to the ticket. If I try to
sort the DBA queue, I am taken to the blank page and even though I can hit
the back button once, I cannot click any links - they all take me to a blank
Web page with no content. I have to remove the cookie to continue.

The blank Web pages have absolutely no content - View Source produces a
blank page. Interestingly, the Status link looks malformed - here it is:

http://myserver/rt/Search/Results.html?Format=%0A%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%20%20%20Status%2C%0A%20%20%20QueueName%2C%20%0A%20%20%20OwnerName%2C%20%0A%20%20%20Priority%2C%20%0A%20%20%20%27__NEWLINE__%27%2C%0A%20%20%20%27%27%2C%20%0A%20%20%20%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&Order=ASC&OrderBy=Status&Page=1&Query=Queue%20%3D%20%27dba%27%20AND%20(Status%20%3D%20%27open%27%20OR%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27stalled%27)&Rows=50

Any ideas what's happening? My initial thoughts were that it was permission
related - like I was trying to access something that I just didn't have
rights to (I should have rights to everything in the system, but that
doesn't mean I've properly configured it :) ). I've searched all through the
wiki and the listserv and don't see anything obvious.

ANY help would be greatly appreciated.

Thanks!
-Chris

On Fri, Sep 5, 2008 at 11:07 AM, Chris Nelson <[EMAIL PROTECTED]> wrote:

> Greetings.
>
> I am running RT 3.8.1 on an Ubuntu server (specs below).  I just upgraded
> from 3.6. Unfortunately, I am a Linux novice - so, my apologies in advance.
> Here is the situation:
>
> I have 4 queues. I created 2 User Groups. I am a member of the IT Group. I
> have granted the IT Group every right available. I am also a member of the
> AdminCC group on the DBA Queue (along with my DBA). Now, when I click on his
> queue, I get a blank screen - literally an empty Web page. The URL string
> appears correct in the Address bar, but there is no content on the page. At
> that point, when I click the Back button, or close the browser and reopen -
> the screen stays blank as long as anything that begins with my RT URL
> remains in the address bar. (I do not have a problem browsing to other Web
> pages, like Google - it's just the RT instance that I can no longer view). I
> figured out that if I go into FireFox settings (I'm running FF 3, btw) and
> delete the cookie, I can then go back to my RT instance, log in and continue
> (as long as I don't go to his queue). Interestingly, he has the same problem
> if he clicks on the IT queue. We can both view the default "General" queue
> just fine.
>
> I'm really stumped. I just upgraded last night - and I should note that
> these problems did not exist before then. I struggled to get the update
> complete (just because I'm such a Linux newbie) - but am extremely excited
> about the new look/feel. The only other anomoly I noticed is that I'm
> logging in more than I ever have before - for one example, sometimes if I
> click on the Configuration Page, I have to login before it takes me there -
> etc. I never had to do that before. This leads me to believe that these
> problems are related to authentication, but I have no idea where to begin.
>
> Server Info:
>
>- Ubuntu: 7.0.4 fiesty
>- Apache: 2.2.3
>- Perl: 5.8.8
>- MySQL: 5.0.38-Ubuntu_0ubuntu1-log Ubuntu 7.04 distribution
>- I have not enabled the GUI and do not intend to do so
>- When I ran the configuration, I changed the prefix to /opt/rt3.8/
>
> Thanks so much for you time - I sincerely appreciate it!
> -Chris
>
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[rt-users] Blank Web page when clicking on some queues in RT 3.8.1

2008-09-05 Thread Chris Nelson

Greetings.

I am running RT 3.8.1 on an Ubuntu server (specs below).  I just upgraded
from 3.6. Unfortunately, I am a Linux novice - so, my apologies in advance.
Here is the situation:

I have 4 queues. I created 2 User Groups. I am a member of the IT Group. I
have granted the IT Group every right available. I am also a member of the
AdminCC group on the DBA Queue (along with my DBA). Now, when I click on his
queue, I get a blank screen - literally an empty Web page. The URL string
appears correct in the Address bar, but there is no content on the page. At
that point, when I click the Back button, or close the browser and reopen -
the screen stays blank as long as anything that begins with my RT URL
remains in the address bar. (I do not have a problem browsing to other Web
pages, like Google - it's just the RT instance that I can no longer view). I
figured out that if I go into FireFox settings (I'm running FF 3, btw) and
delete the cookie, I can then go back to my RT instance, log in and continue
(as long as I don't go to his queue). Interestingly, he has the same problem
if he clicks on the IT queue. We can both view the default "General" queue
just fine.

I'm really stumped. I just upgraded last night - and I should note that
these problems did not exist before then. I struggled to get the update
complete (just because I'm such a Linux newbie) - but am extremely excited
about the new look/feel. The only other anomoly I noticed is that I'm
logging in more than I ever have before - for one example, sometimes if I
click on the Configuration Page, I have to login before it takes me there -
etc. I never had to do that before. This leads me to believe that these
problems are related to authentication, but I have no idea where to begin.

Server Info:

   - Ubuntu: 7.0.4 fiesty
   - Apache: 2.2.3
   - Perl: 5.8.8
   - MySQL: 5.0.38-Ubuntu_0ubuntu1-log Ubuntu 7.04 distribution
   - I have not enabled the GUI and do not intend to do so
   - When I ran the configuration, I changed the prefix to /opt/rt3.8/

Thanks so much for you time - I sincerely appreciate it!
-Chris
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Re: [rt-users] Merged tickets very slow

2007-11-27 Thread Chris Nelson

We had this issue before. Are you using PostGres as your database?  We 
found that once we vacuumed the database, it resolved the issue.


Daniel Jennings wrote:

The issue isn't really the output, its the 30 to 40 seconds it takes to load
the ticket. I guess though it maybe nice not to see it fill up the log all
the itme. 


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Boris
Lytochkin
Sent: 24 November 2007 09:05
To: [EMAIL PROTECTED]
Subject: Re: [rt-users] Merged tickets very slow

I have seen them a lot too, even created small patch to mute them away:

  

grep -i merged /rt/etc/RT_SiteConfig.pm


Set($MuteWeFoundMergedTicket, "1");


  

Hi,

We have an issue with merged tickets taking a very long time to load, 
up to 30 seconds. The sub TicketOverloay::Load is called a lot, 
logging 6000 lines of 'found merged ticket'.


Is this just how it works or is there a problem here?
  

That sounds like a problem. I haven't seen that before.



_
Boris Lytochkin,
JSC e-port, Moscow

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Re: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.

2007-10-16 Thread Chris Nelson


That worked!

The custom action cleanup code I had to use is:

my $T_Obj = $self->TicketObj;
my $requestor_address = $T_Obj->RequestorAddresses;
$RT::Logger->info("* ReqAddr is $requestor_address");
$T_Obj->DeleteWatcher (
   Type  => "Requestor",
   Email => "$requestor_address"
);
$RT::Logger->info("* After deletewatcher");
return 1;


Thanks for your help guys :)




Mathew Snyder wrote:

This is a scrip I use for adding a requestor.  All you'd have to do is change
the AddWatcher to DeleteWatcher and set up your conditions to what you need:

Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:
You'll either want to come up with your own or set the condition above to On
Create or whatever.

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->AddWatcher (
Type  => 'Requestor',
Email => '[EMAIL PROTECTED]'
);

Keep up with me and what I'm up to: http://theillien.blogspot.com


Chris Nelson wrote:
  

Hello list,

I have a rather strange request, I want to delete a requestor when a
ticket is created.  Reason being, as the ticket is assigned to different
queues, replies to requestor are sent by the other queues, and that is
usually not needed for external requests. The easiest way to address
this would be to just remove the requestors on tickets created in that
queue.


Looking at the perldoc for Record.pm, I noticed that we can use
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create

Custom Condition:

Custom Action preparation Code: return 1;

Custom action cleanup code:

$self->TicketObj->DeleteAttribute('Requestor');



But nothing's actually happening, and the requestor is listed on the
webui still. Is there a better way to do this? Am I even barking up the
right tree? Thanks in advance for your help.





  



--
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Re: [rt-users] (Scrip help) Deleting a requestor upon ticket creation.

2007-10-15 Thread Chris Nelson

I wish we could do that, but as it happens, that is the only queue that 
we don't want to send out RT replies from because the email that feeds 
that queue is an outward-facing public email (support@).  
All other queues, we want to be able to communicate owner changes, 
replies and such to the external addresses, because the external 
addresses coming into those other queues are there for a reason and are 
not advertised publicly.  So basically, whenever someone sends an email 
to support@ (the email which feeds into the 
incoming-external queue), we want to create a ticket, but then remove 
the requestor so that the external address does not get communications 
that might (accidentally or not) be internal private communications.



Patterson, Craig wrote:

Chris,

We take a different approach that works pretty well.  We prevent
external emails being sent by filtering them out in our SendMail_Local
file.  Basically we only send emails that are verified against LDAP.  Of
course, a lot depends on how you determine who is external.  


Craig

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Chris
Nelson
Sent: Monday, October 15, 2007 4:40 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket
creation.

Hello list,

I have a rather strange request, I want to delete a requestor when a 
ticket is created.  Reason being, as the ticket is assigned to different


queues, replies to requestor are sent by the other queues, and that is 
usually not needed for external requests. The easiest way to address 
this would be to just remove the requestors on tickets created in that 
queue.



Looking at the perldoc for Record.pm, I noticed that we can use 
DeleteAttribute, so I tried:

Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create

Custom Condition:

Custom Action preparation Code: return 1;

Custom action cleanup code:

$self->TicketObj->DeleteAttribute('Requestor');



But nothing's actually happening, and the requestor is listed on the 
webui still. Is there a better way to do this? Am I even barking up the 
right tree? Thanks in advance for your help.



  



--
Chris Nelson




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[rt-users] (Scrip help) Deleting a requestor upon ticket creation.

2007-10-15 Thread Chris Nelson


Hello list,

I have a rather strange request, I want to delete a requestor when a 
ticket is created.  Reason being, as the ticket is assigned to different 
queues, replies to requestor are sent by the other queues, and that is 
usually not needed for external requests. The easiest way to address 
this would be to just remove the requestors on tickets created in that 
queue.



Looking at the perldoc for Record.pm, I noticed that we can use 
DeleteAttribute, so I tried:

Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create

Custom Condition:

Custom Action preparation Code: return 1;

Custom action cleanup code:

$self->TicketObj->DeleteAttribute('Requestor');



But nothing's actually happening, and the requestor is listed on the 
webui still. Is there a better way to do this? Am I even barking up the 
right tree? Thanks in advance for your help.



--
Chris Nelson


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Re: [rt-users] RT bottlenecks

2007-09-27 Thread Chris Nelson

What database backend are you using? We noticed a slowdown right around 
10k tickets, and we have a Postgres backend.  One command that we found 
useful was the vacuum command, which increased our performance 
significantly.


Mathew wrote:

I've been informed that some are beginning to complain about the speed
of RT when it comes to loading tickets that contain attachments.  This
has led to the question of distributed computing in the way of load
balancing.  I'd like to avoid moving in this direction with RT as we
don't have the need for it.  Our user base is small as is our ticket count.

It would seem that most of the bottleneck comes from actually loading
the page.  I've found that tickets with numerous transactions (exact
number not known) tend to be slow to load even without attachments.

How should I go about pinpointing the bottleneck so I can find a
solution that won't require a major tech refresh?


Mathew
  


--
Chris Nelson
CDA Unix Administrator
NightHawk Radiology Services
250 Northwest Blvd. #206
Coeur D'Alene, ID 83814

208.415.0588 (Office)
509.294.1835 (Cell)
208.664.2720 (Fax)
[EMAIL PROTECTED] (email)
http://www.nighthawkrad.net (Web)

CONFIDENTIALITY NOTICE:   This email, including any attachments, contains 
information from NightHawk Radiology Services, which may be confidential or 
privileged. The information is intended to be for the use of the individual or 
entity named above. If you are not the intended recipient, be aware that any 
disclosure, copying, distribution or use of the contents of this information is 
prohibited. If you have received this email in error, please notify NightHawk 
Radiology Services immediately by forwarding message to [EMAIL PROTECTED] and 
destroy all electronic and hard copies of the communication, including 
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[rt-users] Template errors.

2007-09-21 Thread Chris Nelson


Greetings, List.

I've *almost* got the approval process down the way my boss wants it, 
and I'm in the process now of going through and finding any quirks in my 
scrips/templates and logic.  One of the things that I can't quite track 
down is this error:


[Fri Sep 21 22:53:51 2007] [error]: error:couldn't parse head; error 
near:

Greetings, (/opt/rt3/lib/RT/Template_Overlay.pm:336)

Template is this:

===Create-Ticket: MgrApprovalNeeded
RT-Attach-Message: Yes
Subject: Manager approval of ticket needed.
Depended-On-By: TOP
Queue: {$Ticket->QueueObj->Name}
type: approval
timeworked: 1
AdminCc: {
  my $group_name  = 'IT Change Control Committee';
  my $groups  = RT::Groups->new( $RT::SystemUser );

  $groups->LimitToUserDefinedGroups();
  $groups->Limit(
'FIELD'=> 'Name',
'OPERATOR' => '=',
'VALUE'=> $group_name );
  $groups->First->Id;
}
Content:
Greetings,

A new ticket has been submitted for approval with a subject of: 
{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}


Please visit {$RT::WebURL}Approvals/Display.html?id={$Ticket->id}
to approve or reject this ticket, or {$RT::WebURL}Approvals/ to
batch-process all your pending approvals.

Alternatively, you may reply to this email if you have any comments.

The ticket details are as follows:

-
[{$rtname} #{$Ticket->id()}]
Assigned to: {$Ticket->OwnerObj->RealName || $Ticket->OwnerObj->Name}
 Queue: {$Ticket->QueueObj->Name}
   Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject 
given)"}

Requestors: {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Ticket id} >
-

Ticket details:
{$Transaction->Content()}
-

Please reply to this email if you would like to add correspondence to 
this ticket.


Thank you,

NRS Request Tracker

  __--__  __--__  
_-- _--_ --_
Nighthawk 
Radiology Services

ENDOFCONTENT


Thanks, I appreciate any help.


--
Chris Nelson
CDA Unix Administrator
NightHawk Radiology Services
250 Northwest Blvd. #206
Coeur D'Alene, ID 83814

208.415.0588 (Office)
509.294.1835 (Cell)
208.664.2720 (Fax)
[EMAIL PROTECTED] (email)
http://www.nighthawkrad.net (Web)

CONFIDENTIALITY NOTICE:   This email, including any attachments, contains 
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privileged. The information is intended to be for the use of the individual or 
entity named above. If you are not the intended recipient, be aware that any 
disclosure, copying, distribution or use of the contents of this information is 
prohibited. If you have received this email in error, please notify NightHawk 
Radiology Services immediately by forwarding message to [EMAIL PROTECTED] and 
destroy all electronic and hard copies of the communication, including 
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[rt-users] Approvals in next release

2007-08-28 Thread Chris Nelson

When is the next release slated for? We're anxious to see what changes 
to the approvals feature have been made.


--
Chris Nelson
CDA Unix Administrator
NightHawk Radiology Services
250 Northwest Blvd. #206
Coeur D'Alene, ID 83814

208.415.0588 (Office)
509.294.1835 (Cell)
208.664.2720 (Fax)
[EMAIL PROTECTED] (email)
http://www.nighthawkrad.net (Web)

CONFIDENTIALITY NOTICE:   This email, including any attachments, contains 
information from NightHawk Radiology Services, which may be confidential or 
privileged. The information is intended to be for the use of the individual or 
entity named above. If you are not the intended recipient, be aware that any 
disclosure, copying, distribution or use of the contents of this information is 
prohibited. If you have received this email in error, please notify NightHawk 
Radiology Services immediately by forwarding message to [EMAIL PROTECTED] and 
destroy all electronic and hard copies of the communication, including 
attachments.




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[rt-users] Scrip question: Approvals and changing ownership of the originating ticket

2007-08-01 Thread Chris Nelson

I implemented the approval process listed in the wiki here: 
http://wiki.bestpractical.com/view/ApprovalCreation


If a ticket is created via email sent to the "approval" queue, the 
ticket and the resulting "approval" ticket do not have an owner.  I 
wrote a scrip to set the owner of the approval ticket when it is 
"approved" (resolved),  but I can't figure out how to set the owner of 
the originating ticket (created by the original email) to the 
requestor Is this possible?


The reason I ask, is because once a ticket has its dependancy resolved, 
it sits in the "approval" queue unowned and it is up to the requestor to 
go get the ticket and take ownership.


Any guidance would be greatly appreciated.

--
Chris Nelson
CDA Unix Administrator
NightHawk Radiology Services
250 Northwest Blvd. #206
Coeur D'Alene, ID 83814

208.415.0588 (Office)
509.294.1835 (Cell)
208.664.2720 (Fax)
[EMAIL PROTECTED] (email)
http://www.nighthawkrad.net (Web)

CONFIDENTIALITY NOTICE:   This email, including any attachments, contains 
information from NightHawk Radiology Services, which may be confidential or 
privileged. The information is intended to be for the use of the individual or 
entity named above. If you are not the intended recipient, be aware that any 
disclosure, copying, distribution or use of the contents of this information is 
prohibited. If you have received this email in error, please notify NightHawk 
Radiology Services immediately by forwarding message to [EMAIL PROTECTED] and 
destroy all electronic and hard copies of the communication, including 
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[rt-users] Command by Email -- Extended Mailgate Error/How to disable vcard input?

2007-07-23 Thread Chris Nelson


Hi list,

I currently use RT 3.6.3 and the extension Command By Email and am 
having issues with users who attach vcards and sometimes forwarded email 
to RT.  I want to continue the functionality of allowing tickets to be 
created/modified/updated via email as that is a very handy way to 
interface with RT, but I was wondering if anyone had a scrip or any 
suggestions on how to get command by email to "ignore" certain words 
like "To:" or "From:" or any vcard input.  A snippet of a recent 
vcard-caused mailgate error is below:


Failed command 'n: Engen;Brian'
Error message: Command 'n' is unknown

Failed command 'version: 2.1'
Error message: Command 'version' is unknown

Failed command 'tel;work: x8316'
Error message: Command 'tel;work' is unknown

Failed command 'end: vcard'
Error message: Command 'end' is unknown

Failed command 'email;internet: '
Error message: Command 'email;internet' is unknown

Failed command 'title: Software Engineer'
Error message: Command 'title' is unknown

Failed command 'begin: vcard'
Error message: Command 'begin' is unknown

Failed command 'adr: Suite 500;;'
Error message: Command 'adr' is unknown

Failed command 'fn: Brian Engen'
Error message: Command 'fn' is unknown


--
Chris Nelson
CDA Unix Administrator
NightHawk Radiology Services
250 Northwest Blvd. #206
Coeur D'Alene, ID 83814

208.415.0588 (Office)
509.294.1835 (Cell)
208.664.2720 (Fax)
[EMAIL PROTECTED] (email)
http://www.nighthawkrad.net (Web)

CONFIDENTIALITY NOTICE:   This email, including any attachments, contains 
information from NightHawk Radiology Services, which may be confidential or 
privileged. The information is intended to be for the use of the individual or 
entity named above. If you are not the intended recipient, be aware that any 
disclosure, copying, distribution or use of the contents of this information is 
prohibited. If you have received this email in error, please notify NightHawk 
Radiology Services immediately by forwarding message to [EMAIL PROTECTED] and 
destroy all electronic and hard copies of the communication, including 
attachments.



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