[rt-users] Change the logo RT 3.8.9

2011-05-27 Thread Luciano Silva 

I'm using RT 3.8.9 and I'd like modify just the firs page(index.html)
with a new logo.

These instructions http://requesttracker.wikia.com/wiki/ChangeLogo
changes
the logo for every page. I just wanna change the first page.
Is there another approach for that? 

Tks

Luciano

[rt-users] Change the logo RT 3.8.9

2011-05-25 Thread Luciano Silva 

I'm using RT 3.8.9 and I'd like modify just the firs page(index.html)
with a new logo.

This instructions http://requesttracker.wikia.com/wiki/ChangeLogo
changes
the logo for every page. I just wanna change the first page.
Is there another approach for that? 

Tks

Luciano

Re: [rt-users] Users Handbook

2011-04-20 Thread Luciano Silva 
Hi Kenn,

Can I have a copy too?

Thanks.

-- 

Luciano Silva
luci...@cpd.ufrgs.br




-Original Message-
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook
Date: Tue, 19 Apr 2011 14:09:56 -0700

Jason, Miachael, Yan, Kevin, Raed, Tyler  Drew,

I will certainly mail each of you a copy of both the User's Guide as
well as the Queue Admin Guide. You must keep in mind that this
documentation is tailored towards the way we do things here at LBNL. We
have over 100 Queues that are used to support Application
Projects/Systems/Support. In most cases, we have a WorkFlow process that
includes Review  Approval of requests before being moved to the support
Queue as well as QA procedures that allow for separate approval of QA
test results (by another team or the requestors, etc) before migration
to production  Resolution. That means I the documentation will be
referring to Ticket Status values we added, Custom Fields  Scrips
created for these processes.

As long as you guys plan to rip out what you don't need, it can be
useful as a baseline of instruction on understanding terminology,
privileges, notification scrips, searching  reporting (including
dashboards), and on.

I hope it will be useful for you.

I'll be sending them out in a couple of hours.

Kenn
LBNL

On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford jledf...@biltmore.com
wrote:
Can I get a copy?

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Kenneth Crocker



Sent: Tuesday, April 19, 2011 3:15 PM


To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook

 

Raed  Kevin,

I'll have to send these to your individual email address as the
User's list will stop it cause the attachments are so large.

Kenn
LBNL


On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker
kfcroc...@lbl.gov wrote:

Raed,

Absolutely! Right now I'm prepping it to remove any company info
that shouldn't go out. Both Guides should be ready by EOD.

BTW, the guides are based on 3.8.7, including screen shots, etc.

Kenn
LBNL


 


On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
raed.el-ha...@daisygroupplc.com wrote:


Hello Kenn:

 

Ist possible you can share your Users Guide , I’ve been planning
to make one for my users in here for a while, but other work
keep cropping up, and any help starting this will be useful. 

 

Regards;

Roy

 


From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Kenneth Crocker
Sent: 19 April 2011 00:12
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook


 

Yan,

I developed some guides for our user's. It has a Glossary of
terms and references tp Privileges (the Admin guide). However,
it refers to workflow functions and scrip that we developed that
might not be in sync with what you do. This is what the TOC for
the User's Guide looks like:

1: Introduction. - 1 -

2: Administration. - 5 -

3: Logging In. - 7 -

4: Home Page. - 8 -

5: Tickets Interface. - 14 -

6: Common Tasks. - 26 -

Searching, Reporting  Dashboards: - 26 -

Create a Ticket: - 26 -

Correspondence with a Ticket: - 26 -

7: Ticket Owner Tasks. - 27 -

Updating Multiple Tickets (Bulk Update): - 28 -

Initiating the Review Process: - 31 -

Updating the Development Progress of an “Open” Ticket: - 32
-

Managing Ticket Relationships: - 35 -

Initiating the QA WorkFlow Process: - 35 -

Resolving a Ticket: - 35 -

8: Email Interface. - 36 -

9: Support - 38 -

Appendix A: Glossary of Terms  - 39 -

This is what the TOC for the Queue Admin Guide looks like:

1: Introduction. - 1 -

2: System Administration Requests. - 2 -

Request a New Queue: - 2 -

Request a New Group: - 4 -

Request a New Custom Field: - 6 -

Set up Notifications: - 7 -

3

[rt-users] iCAL error on screen

2011-04-15 Thread Luciano Silva 

Hello,

I have RT  3.8.9(applied  the security patch to 3.8.10), Ubuntu server
10.04.

When a user click on iCAL sees this error on screen:

BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RT//
VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Status =
'resolved' AND Q ueue = 'DRS' AND Subject LIKE 'Vistoria' AND Created 
'2010-01-01' AND Re solved  '2011-01-01' X-WR-CALNAME;VALUE=TEXT:RT due
dates END:VCALENDAR

All dependencies are solved, is there a fix for this? Is something wrong
on datbase?


Luciano

Re: [rt-users] iCAL error on screen

2011-04-15 Thread Luciano Silva 
Jesse,

Yes, I have mod_perl with Mason. How can i set out this configuration
for other  names, not only .html?

Luciano


-Original Message-
From: Jesse Vincent je...@bestpractical.com
To: Luciano Silva luci...@cpd.ufrgs.br
Cc: rt-users rt-users@lists.bestpractical.com
Subject: Re: [rt-users] iCAL error on screen
Date: Fri, 15 Apr 2011 08:52:02 -0400




On Fri, Apr 15, 2011 at 09:52:03AM -0300, Luciano Silva wrote:
 
 Hello,
 
 I have RT  3.8.9(applied  the security patch to 3.8.10), Ubuntu server
 10.04.
 
 When a user click on iCAL sees this error on screen:
 
 BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RT//
 VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Status =
 'resolved' AND Q ueue = 'DRS' AND Subject LIKE 'Vistoria' AND Created 
 '2010-01-01' AND Re solved  '2011-01-01' X-WR-CALNAME;VALUE=TEXT:RT due
 dates END:VCALENDAR
 
 All dependencies are solved, is there a fix for this? Is something wrong
 on datbase?

I'd bet that you have configured mod_perl to only run pages through RT's mason 
handler if their names end in .html.

-jesse
 
 
 Luciano

Re: [rt-users] [Fwd: Message error /Upgrade from 3.6.1 to 3.8.8]

2011-03-16 Thread Luciano Silva 
Gerard,

I followed all your instructions. 

The messagems from rt_log:

192.168.x.x - - [16/Mar/2011:09:09:07 -0300] GET /index.html HTTP/1.1
200 6443
192.168.x.x - - [16/Mar/2011:09:09:10 -0300]
GET /Search/Results.html?Query=Queue%20%3D%20%27CATALOGO%27%20AND%20()
HTTP/1.1 200 3584
192.168.x.x - - [16/Mar/2011:09:09:16 -0300]
GET /Search/Results.html?Query=Queue%20%3D%20%27DRS-Restrita%27%20AND%
20() HTTP/1.1 200 4374
192.168.x.x - - [16/Mar/2011:09:09:24 -0300] GET /index.html HTTP/1.1
200 6443


The problem stills the same.


 
Luciano Silva



-Original Message-
From: Gerard FENELON ger...@eve-team.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] [Fwd: Message error /Upgrade from 3.6.1 to
3.8.8]
Date: Wed, 16 Mar 2011 11:16:51 +0100

I seem to remember having had this message.
From memory, it was solved either by 
1) restarting apache, 
2) clearing the mason cache, 
3) or updating a local version of ./share/html/Search/Build.html 
   (you will need to find the equivalent for QuickSearch)

I make no warranties on the accuracy of my memory ;-)

Otherwise, you might have more messages in var/log/rt.log

Gerard



On 2011-03-15 19:34, Luciano Silva wrote: 

 Please, 
 Do you have any idea how solve this problem? 
 Tks
 
 -- 
 Luciano Silva
  Forwarded Message 
 From: Luciano Silva luci...@cpd.ufrgs.br
 Reply-to: luci...@cpd.ufrgs.br
 To: RT Users rt-users@lists.bestpractical.com
 Subject: [rt-users] Message error /Upgrade from 3.6.1 to 3.8.8
 Date: Fri, 11 Feb 2011 13:23:39 -0200
 
 Hello,
 
 I made an upgrade from 3.6.1 to 3.8.8. I'm Using a Ubuntu Server
 10.04.
 Everything was ok, applied upgrades from UPGRADING, UPGRAND.mysql and
 README. On interface, I got  this error, when click on Queue/Quick
 Search:
 
 Can't use string (AND) as a HASH ref while strict refs in use
 at /usr/local/rt/bin/../lib/RT/Interface/Web/QueryBuilder/Tree.pm line
 114.
 
 I googled and searched an answer, but I didn't find anything about
 this error. 
 Please, can you tel-me how fix this error?
 Tks
 -- 
 Luciano Silva

Re: [rt-users] [Fwd: Message error /Upgrade from 3.6.1 to 3.8.8]

2011-03-16 Thread Luciano Silva 
Hello Ruslan,

I followed instructions upgrading DB until 3.7.87, applied the
queries.sql, upgraded from 3.7.87 to end.

The error log is attached.

 


-- 
Luciano Silva




-Original Message-
From: Ruslan Zakirov r...@bestpractical.com
To: luci...@cpd.ufrgs.br
Cc: Gerard FENELON ger...@eve-team.com,
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] [Fwd: Message error /Upgrade from 3.6.1 to
3.8.8]
Date: Wed, 16 Mar 2011 15:55:41 +0300

Enable stack traces and show us error with trace.


Have upgraded DB further after applying schema changes?

On Wed, Mar 16, 2011 at 3:24 PM, Luciano Silva luci...@cpd.ufrgs.br
wrote:
Gerard,

I followed all your instructions. 

The messagems from rt_log:

192.168.x.x - - [16/Mar/2011:09:09:07 -0300] GET /index.html
HTTP/1.1 200 6443
192.168.x.x - - [16/Mar/2011:09:09:10 -0300]
GET /Search/Results.html?Query=Queue%20%3D%20%27CATALOGO%27%
20AND%20() HTTP/1.1 200 3584
192.168.x.x - - [16/Mar/2011:09:09:16 -0300]
GET /Search/Results.html?Query=Queue%20%3D%20%27DRS-Restrita%
27%20AND%20() HTTP/1.1 200 4374
192.168.x.x - - [16/Mar/2011:09:09:24 -0300] GET /index.html
HTTP/1.1 200 6443


The problem stills the same.


Luciano Silva






-Original Message-
From: Gerard FENELON ger...@eve-team.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] [Fwd: Message error /Upgrade from 3.6.1
to 3.8.8]
Date: Wed, 16 Mar 2011 11:16:51 +0100

I seem to remember having had this message.
From memory, it was solved either by 
1) restarting apache, 
2) clearing the mason cache, 
3) or updating a local version
of ./share/html/Search/Build.html 
   (you will need to find the equivalent for QuickSearch)

I make no warranties on the accuracy of my memory ;-)

Otherwise, you might have more messages in var/log/rt.log

Gerard



On 2011-03-15 19:34, Luciano Silva wrote: 

 Please, 
 Do you have any idea how solve this problem? 
 Tks
 
 -- 
 Luciano Silva
  Forwarded Message 
 From: Luciano Silva luci...@cpd.ufrgs.br
 Reply-to: luci...@cpd.ufrgs.br
 To: RT Users rt-users@lists.bestpractical.com
 Subject: [rt-users] Message error /Upgrade from 3.6.1 to 3.8.8
 Date: Fri, 11 Feb 2011 13:23:39 -0200
 
 Hello,
 
 I made an upgrade from 3.6.1 to 3.8.8. I'm Using a Ubuntu
 Server 10.04.
 Everything was ok, applied upgrades from UPGRADING,
 UPGRAND.mysql and README. On interface, I got  this error,
 when click on Queue/Quick Search:
 
 Can't use string (AND) as a HASH ref while strict refs in
 use
 at /usr/local/rt/bin/../lib/RT/Interface/Web/QueryBuilder/Tree.pm 
line 114.
 
 I googled and searched an answer, but I didn't find anything
 about this error. 
 Please, can you tel-me how fix this error?
 Tks
 -- 
 Luciano Silva






-- 
Best regards, Ruslan.

[Wed Mar 16 13:49:23 2011] [error]: Wrong query, expecting a OPEN_PAREN or KEYWORD in 'Queue = 'DRS' AND ()--here' at /usr/local/rt/bin/../lib/RT/SQL.pm line 133, GEN33 line 139.

Stack:
  [/usr/local/rt/bin/../lib/RT/SQL.pm:133]
  [/usr/local/rt/bin/../lib/RT/Tickets_Overlay_SQL.pm:239]
  [/usr/local/rt/bin/../lib/RT/Tickets_Overlay_SQL.pm:295]
  [/usr/local/rt/share/html/Search/Results.html:127]
  [/usr/local/rt/bin/../lib/RT/Interface/Web.pm:448]
  [/usr/local/rt/bin/../lib/RT/Interface/Web.pm:243]
  [/usr/local/rt/share/html/autohandler:53] (/usr/local/rt/bin/../lib/RT/Tickets_Overlay_SQL.pm:297)
Trace begun at /usr/local/rt/bin/../lib/RT.pm line 291
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7fe6352bf768)', '') called at /usr/local/rt/bin/../lib/RT/Tickets_Overlay_SQL.pm line 297
RT::Tickets::FromSQL('RT::Tickets=HASH(0x7fe632d39b40)', 'Queue = \'DRS\' AND ()') called at /usr/local/rt/share/html/Search/Results.html line 127
HTML::Mason::Commands::__ANON__('Query', 'Queue = \'DRS\' AND ()') called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fe632d50e18)', 'Query', 'Queue = \'DRS\' AND ()') called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302
eval {...} at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, 'Query', 'Queue = \'DRS\' AND ()') called at /usr/local/rt/bin/../lib/RT/Interface/Web.pm line 448
RT::Interface::Web::ShowRequestedPage('HASH

Re: [rt-users] [Fwd: Message error /Upgrade from 3.6.1 to 3.8.8]

2011-03-16 Thread Luciano Silva 
I redefined @Activestatus  in RT_SiteConfig.pm for:

Set(@ActiveStatus, qw(new open stalled));
Set(@InactiveStatus, qw(resolved rejected deleted));

And that's OK.!!

Thanks to Kevin, Ruslan and Gerard for your help.

-- 
Luciano




-Original Message-
From: Kevin Falcone falc...@bestpractical.com
Reply-to: rt-users@lists.bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] [Fwd: Message error /Upgrade from 3.6.1 to
3.8.8]
Date: Wed, 16 Mar 2011 12:23:10 -0400


On Wed, Mar 16, 2011 at 11:05:38AM -0300, Luciano Silva wrote:
Hello Ruslan,
 
I followed instructions upgrading DB until 3.7.87, applied the 
 queries.sql, upgraded from
3.7.87 to end.
 
The error log is attached.

Have you redefined @ActiveStatus in your config?
You should have a clean /opt/rt3/etc/RT_Config.pm as installed by
3.8.8 and have local modifications in /opt/rt3/etc/RT_SiteConfig.pm
If you copied anything form 3.6.1 you may have invalid settings there.

-kevin

[rt-users] [Fwd: Message error /Upgrade from 3.6.1 to 3.8.8]

2011-03-15 Thread Luciano Silva 
Please, 

Do you have any idea how solve this problem? 

Tks

-- 
Luciano Silva



 Forwarded Message 
From: Luciano Silva luci...@cpd.ufrgs.br
Reply-to: luci...@cpd.ufrgs.br
To: RT Users rt-users@lists.bestpractical.com
Subject: [rt-users] Message error /Upgrade from 3.6.1 to 3.8.8
Date: Fri, 11 Feb 2011 13:23:39 -0200

Hello,

I made an upgrade from 3.6.1 to 3.8.8. I'm Using a Ubuntu Server 10.04.

Everything was ok, applied upgrades from UPGRADING, UPGRAND.mysql and
README. On interface, I got  this error, when click on Queue/Quick
Search:


Can't use string (AND) as a HASH ref while strict refs in use
at /usr/local/rt/bin/../lib/RT/Interface/Web/QueryBuilder/Tree.pm line
114.


I googled and searched an answer, but I didn't find anything about this
error. 


Please, can you tel-me how fix this error?


Tks




-- 
Luciano Silva

[rt-users] Message error /Upgrade from 3.6.1 to 3.8.8

2011-02-11 Thread Luciano Silva 
Hello,

I made an upgrade from 3.6.1 to 3.8.8. I'm Using a Ubuntu Server 10.04.

Everything was ok, applied upgrades from UPGRADING, UPGRAND.mysql and
README. On interface, I got  this error, when click on Queue/Quick
Search:


Can't use string (AND) as a HASH ref while strict refs in use
at /usr/local/rt/bin/../lib/RT/Interface/Web/QueryBuilder/Tree.pm line
114.


I googled and searched an answer, but I didn't find anything about this
error. 


Please, can you tel-me how fix this error?


Tks




-- 
Luciano Silva

[rt-users] Problem with installation on Ubuntu 10.04 Server

2011-02-04 Thread Luciano Silva 
Hello, 

I'm trying install rt-3.8.8, I solved all dependencies, but when I try
run the command:

Make install

I got this error:

make: [libs-install] Error 1 (ignored)
[ -d /usr/local/rt/etc ] || /usr/bin/install -c -m 0755
-d /usr/local/rt/etc
for file in acl.Informix acl.Pg acl.Oracle acl.mysql acl.Sybase
schema.Informix schema.Pg schema.Oracle schema.mysql-4.0
schema.mysql-4.1 schema.Sybase schema.SQLite initialdata ; do \
/usr/bin/install -c -m 0644 etc/$file /usr/local/rt/etc/ ; \
done


Any idea what is going wrong?



Luciano