Re: [rt-users] Question about pgp headers using GnuPG Inline option
Hello, Well, I am using this gnupg's version: gpg (GnuPG) 1.4.16 And below are the options I am actually using for this plugin. Set( %GnuPG, Enable = 1, OutgoingMessagesFormat = 'Inline', ); Set( %GnuPGOptions, homedir = keyserver = 'pgp.mit.edu', 'always-trust' = undef, 'auto-key-locate' = 'keyserver', 'keyserver-options' = 'auto-key-retrieve', passphrase = ); Regards, On Tue, Jul 14, 2015 at 11:28 PM, Alex Vandiver a...@chmrr.net wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On Tue, 14 Jul 2015 22:51:55 -0500 Mario Góngora mariogongor...@gmail.com wrote: I am trying to implement GnuPG on my RT (version 4.2.10) with the Inline option, but when I send a message people are receiving this type of wrapping : Can you show your %Crypt, %GnuPG and %GnuPGOptions settings? What version of GPG does `gpg --version` say you're running? - Alex -BEGIN PGP SIGNATURE- Version: GnuPG v2.0.22 (GNU/Linux) iEYEARECAAYFAlWl4ZEACgkQMflWJZZAbqBi1gCdHYg/6/ZAbfv2a1DyCDggmJYY MPYAn1Hz3vr0JA4LUhJ4m2ckFC3QSXc2 =/E5T -END PGP SIGNATURE-
[rt-users] Question about pgp headers using GnuPG Inline option
Hello, I am trying to implement GnuPG on my RT (version 4.2.10) with the Inline option, but when I send a message people are receiving this type of wrapping : -BEGIN PGP SIGNED MESSAGE- Hash: SHA256 my message -BEGIN PGP SIGNATURE- Version: GnuPG v1 iQEcBAEBCAAGBQJVpc9kAAoJEJ2MEvV/kJGBs6kH/iPSHRLOcXXYwz+tXqp4QmOL pHmS1yPnAOTluanYul4Mromo6LIQNAHk6FdGPXDMBBBWf/0+GaeNW3q8ap6GKble +r8pGuygb4fJAlMT4kjDSXVW+b2KeS3dSlSkRKOxnjiQiMfP7ISQ3zXtGYCGI2ix d0HzRkQ/01qpqKA716CU+G6ft6drtdIDsRqHAg5r9TaEF0bw5lBrUhj4zaaYhAus a/g+53JdtRqPZ4m7Ve0NT+409I+wxgWJQT74pR9YyYA8hYTh2kbcBKXlCh8BwGMt SwXgJ4OnBYLJzbmnnXUGaCO/7bsya5aJqyL0d5sSwAxMeOukRY2LSWdVfgZMWuI= =C+re -END PGP SIGNATURE- instead of something like -BEGIN PGP SIGNED MESSAGE- Hash: SHA256 I vote YES on this important measure. -BEGIN PGP SIGNATURE- Version: GnuPG v1 Comment: See Alan's GPG guide at https://futureboy.us/pgp.html iQIcBAEBCAAGBQJT3MFeAAoJEF8rR1bthz0jslMP/RMRODVKLmLwZ3sMR62COGc/ 0yQSh3c37qkkVjD0RvgdziHuCSSYelhNl7UMQofpdLonnJgPW3svlftE3Gn11JLp ZYv2iMwCzwyM2eLYpSQoJBNnGZzQDGnZRBkFOwdkkohUSBjhPjiszYw3KwnpsuxG I+m81IMJATR0wOylLumVdjbvS1/f9bOzBRvhgu2HS54lfPnl162RRZpycrrb5IOi 07QWIlUGVUdAxFUq4Jlm99KB17lQhri3zm6m7O5k0faD3IKFRTQGKseq7j88pRs6 j85v/cc35CHW9+66jcz7Y3UtOIj3gqDQd/Wj05YP01QSwSCuuVAezvXngljF8fLP OKQhFpLoLnWvDPgX3nKwGbX52qZwLGN0bZduhOmMPYwKAEFAYDOOW7q+i/dyz5xT od54j32QiNkSqDCVkvOT6dKiCdCa8GvtwwXPKa9X7+VZB2xYeJorJiaIesD7wyVN CQDx11uMGMkpZ/BmCIA5mDIkDnUTIxHxNFpn2kS6nHJqmJ/LleTpAKLhPWuY1U28 YVraBzmAZ/Wj2Frq0utPi4cFf5r3x9jXIzie4fYrUjMKCN+CNfLL15Py/z9OY1ux vvYdMiLAzL1Ujvjpyw7sCdc2KnbXaM9jmbBGjmVCMX/wGcGKT6cIxYnkR4NOW62L jaBgelaHIL5kZ+E/kpS6 =wh+e -END PGP SIGNATURE- do you have any idea, why is it wrapping the pgp headers that way? Best regards, Mario
[rt-users] fastcgi: comm with server aborted: read failed after installing RTIR
Hello, I am installing a RT instance with the RTIR plugin. When the plugin finished the installation the server showed a Internal Server Error in the Web Browser. We are using RT 4.2.9 and RTIR 3.2.0 versions. Below are the type of logs that this error is generating. [Tue Mar 10 09:00:43.794689 2015] [fastcgi:error] [pid 5642:tid 140086415734528] (104)Connection reset by peer: [client a.b.c.d:58530] FastCGI: comm with server /opt/rt4/sbin/rt-server.fcgi aborted: read failed [Tue Mar 10 09:00:43.794830 2015] [fastcgi:error] [pid 19097:tid 139882731890432] [client a.b.c.d:54743] FastCGI: incomplete headers (0 bytes) received from server /opt/rt4/sbin/rt-server.fcgi Have you ever experienced this type of error?, can you help me identify what could be wrong with the installation? Thanks in advance. Mario
Re: [rt-users] 4.0.4 - 4.0.5 upgrade best practice?
Very good, and is it recommended to go 4.0.4 to 4.0.6, or should users go 4.0.4 to 4.0.5 to 4.0.6? -m -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, August 01, 2012 4:25 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] 4.0.4 - 4.0.5 upgrade best practice? On 08/01/2012 12:47 PM, Mario DiNatale wrote: Is there a best practice upgrade guide anywhere? I’m updating all my cpan modules right now, and Would like to upgrade to take advantage of the new Bug fixes, but the site documentation seems a little thin? We write detailed upgrading documentation for each version and ship it with RT. You should read the README and docs/UPGRADING-4.0. (Note that there are other upgrading files you'd read as well if you were coming up from an older version like 3.8.) Additionally, we outline the upgrade process in a blog post: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
[rt-users] E-mails not updating History?
Finishing up my virgin RT install today, spent yesterday configuring fetchmail and exchange to play nice... However I'm running into a strange issue that I'm hoping you gentleman can help me out with. When a user opens a ticket and comments on it, emails are sent. When another user uses the web-ui to make a comment, emails are sent and the comment shows up in the ticket history. However, if a user reply's to a ticket email, the comment is received via email to all the users requested, however the comment history is never updated in the ticket itself, it seems to disappear off into the void? Best guess I have is that it has something to do with fetchmail not dropping it into an appropriate queue, so I'm attatching my fetchmailrc below and the results of a manual fetchmail run. -- fetchmail run w/ 2 fake messages: # fetchmail -f /etc/rt3/fetchmailrc fetchmail: No mail for rt at hpd-exc1 2 messages for rt-comment at hpd-exc1 (3886 octets). reading message rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets) flushed reading message rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets) flushed -- fetchmailrc: poll hpd-exc1 proto pop3: auth password username rt password ** mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T --action correspond username rt-comment password *** mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T --action comment nokeep ssl sslfingerprint E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E -- Any thoughts or suggestions would be most appreciated gentlemen. Thanks again, -m Mario DiNatale Information Technology Manager 2900 Dixwell Avenue Tel: 203-407-3187 Hamden, CT 06518 Fax: 203-230-4097 www.hamden.com -BEGIN PGP PUBLIC KEY CRYTPO BLOCK- mQENBE66pkIBCACXZ3ltfLhx2JXg5NCkP2frIWTYTmmQEXXVHjA9gZGSs1YKVO2d RjhpMSICBmYcx5drxDurDaHId0J8+ZomCZhaLgEU7SsLKJCB6qhu47YzoKNuQe/N Yu4pLec6zYfQGpTgeAIOKxkZpHrVT+zaWyUCUnSK685+iVP3a/pt/OlO355wHH9b YHYElp+FWkLOetV0o6wPRbjpqBLIE6sL0alGnHOM23nn8truk4bPjdDB3/q1SpUT CBHPT8at2FAqKwz8fNVdihusVjDln7gGRwecp2RY2yfmT+FA82aYr0pendYMJaUW MN24l6SHzKmKcDwPV8oCXPqSr56dH0OcaKXRABEBAAG0Ik1hcmlvIERpTmF0YWxl IDxtYXJpb2dkQGdtYWlsLmNvbT6JATgEEwECACIFAk66pkICGw8GCwkIBwMCBhUI AgkKCwQWAgMBAh4BAheAAAoJEHiKyXG4XFzjocAH/3F3+39v/rADiulBxdy6Zn4F S0yfbsM2WXxj1m+L1lRfM06Se920xh9G/PQGkd0QiQRMiawnr1voKkKkV2rqH4wJ r116Ff8kwFGFozVbc4kXokA21Ua694/FNmxUfD2eVCNJVfbIl1jdSRU0A6Fy4UgW djesrHYsb1qwqD75ZbVHAmTT+o+AKIhIKr135AE6aG0Qh2rO4bRSOYZE1BfGJ0fV DjM6rMHgTmdxKizPM3eynkrXwcgGYRyl6Bn661FAoyBwhSMmjG9tMNNwZYnFvoxW e15jUPH0k9TmY3+0Yqs/1PMLuNIGQ8GecIBs2y6a6uU6Pwmaes/rAulmVIQkd54= =YGdf -END PGP PUBLIC KEY CRYTPO BLOCK-
Re: [rt-users] E-mails not updating History?
Sorry to bother you guys again, but it actually Appears that this issue is simpler than it initially appeared! The messages ARE making into the comment history, however Neither the poster nor the responder can see it, however When logged in as root, I can see the full history of the messages... Does anyone know how I would go about fixing it so that everyone Involved in a ticket can see the full comment history? -m From: Mario DiNatale Sent: Wednesday, August 01, 2012 12:23 PM To: 'rt-users@lists.bestpractical.com' Subject: E-mails not updating History? Finishing up my virgin RT install today, spent yesterday configuring fetchmail and exchange to play nice... However I'm running into a strange issue that I'm hoping you gentleman can help me out with. When a user opens a ticket and comments on it, emails are sent. When another user uses the web-ui to make a comment, emails are sent and the comment shows up in the ticket history. However, if a user reply's to a ticket email, the comment is received via email to all the users requested, however the comment history is never updated in the ticket itself, it seems to disappear off into the void? Best guess I have is that it has something to do with fetchmail not dropping it into an appropriate queue, so I'm attatching my fetchmailrc below and the results of a manual fetchmail run. -- fetchmail run w/ 2 fake messages: # fetchmail -f /etc/rt3/fetchmailrc fetchmail: No mail for rt at hpd-exc1 2 messages for rt-comment at hpd-exc1 (3886 octets). reading message rt-comment@hpd-exc1.hamdenps.local:1mailto:rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets) flushed reading message rt-comment@hpd-exc1.hamdenps.local:2mailto:rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets) flushed -- fetchmailrc: poll hpd-exc1 proto pop3: auth password username rt password ** mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T --action correspond username rt-comment password *** mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T --action comment nokeep ssl sslfingerprint E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E -- Any thoughts or suggestions would be most appreciated gentlemen. Thanks again, -m Mario DiNatale Information Technology Manager 2900 Dixwell Avenue Tel: 203-407-3187 Hamden, CT 06518 Fax: 203-230-4097 www.hamden.comhttp://www.hamden.com -BEGIN PGP PUBLIC KEY CRYTPO BLOCK- mQENBE66pkIBCACXZ3ltfLhx2JXg5NCkP2frIWTYTmmQEXXVHjA9gZGSs1YKVO2d RjhpMSICBmYcx5drxDurDaHId0J8+ZomCZhaLgEU7SsLKJCB6qhu47YzoKNuQe/N Yu4pLec6zYfQGpTgeAIOKxkZpHrVT+zaWyUCUnSK685+iVP3a/pt/OlO355wHH9b YHYElp+FWkLOetV0o6wPRbjpqBLIE6sL0alGnHOM23nn8truk4bPjdDB3/q1SpUT CBHPT8at2FAqKwz8fNVdihusVjDln7gGRwecp2RY2yfmT+FA82aYr0pendYMJaUW MN24l6SHzKmKcDwPV8oCXPqSr56dH0OcaKXRABEBAAG0Ik1hcmlvIERpTmF0YWxl IDxtYXJpb2dkQGdtYWlsLmNvbT6JATgEEwECACIFAk66pkICGw8GCwkIBwMCBhUI AgkKCwQWAgMBAh4BAheAAAoJEHiKyXG4XFzjocAH/3F3+39v/rADiulBxdy6Zn4F S0yfbsM2WXxj1m+L1lRfM06Se920xh9G/PQGkd0QiQRMiawnr1voKkKkV2rqH4wJ r116Ff8kwFGFozVbc4kXokA21Ua694/FNmxUfD2eVCNJVfbIl1jdSRU0A6Fy4UgW djesrHYsb1qwqD75ZbVHAmTT+o+AKIhIKr135AE6aG0Qh2rO4bRSOYZE1BfGJ0fV DjM6rMHgTmdxKizPM3eynkrXwcgGYRyl6Bn661FAoyBwhSMmjG9tMNNwZYnFvoxW e15jUPH0k9TmY3+0Yqs/1PMLuNIGQ8GecIBs2y6a6uU6Pwmaes/rAulmVIQkd54= =YGdf -END PGP PUBLIC KEY CRYTPO BLOCK-
[rt-users] 4.0.4 - 4.0.5 upgrade best practice?
Is there a best practice upgrade guide anywhere? I'm updating all my cpan modules right now, and Would like to upgrade to take advantage of the new Bug fixes, but the site documentation seems a little thin? -m Mario DiNatale Information Technology Manager 2900 Dixwell Avenue Tel: 203-407-3187 Hamden, CT 06518 Fax: 203-230-4097 www.hamden.com -BEGIN PGP PUBLIC KEY CRYTPO BLOCK- mQENBE66pkIBCACXZ3ltfLhx2JXg5NCkP2frIWTYTmmQEXXVHjA9gZGSs1YKVO2d RjhpMSICBmYcx5drxDurDaHId0J8+ZomCZhaLgEU7SsLKJCB6qhu47YzoKNuQe/N Yu4pLec6zYfQGpTgeAIOKxkZpHrVT+zaWyUCUnSK685+iVP3a/pt/OlO355wHH9b YHYElp+FWkLOetV0o6wPRbjpqBLIE6sL0alGnHOM23nn8truk4bPjdDB3/q1SpUT CBHPT8at2FAqKwz8fNVdihusVjDln7gGRwecp2RY2yfmT+FA82aYr0pendYMJaUW MN24l6SHzKmKcDwPV8oCXPqSr56dH0OcaKXRABEBAAG0Ik1hcmlvIERpTmF0YWxl IDxtYXJpb2dkQGdtYWlsLmNvbT6JATgEEwECACIFAk66pkICGw8GCwkIBwMCBhUI AgkKCwQWAgMBAh4BAheAAAoJEHiKyXG4XFzjocAH/3F3+39v/rADiulBxdy6Zn4F S0yfbsM2WXxj1m+L1lRfM06Se920xh9G/PQGkd0QiQRMiawnr1voKkKkV2rqH4wJ r116Ff8kwFGFozVbc4kXokA21Ua694/FNmxUfD2eVCNJVfbIl1jdSRU0A6Fy4UgW djesrHYsb1qwqD75ZbVHAmTT+o+AKIhIKr135AE6aG0Qh2rO4bRSOYZE1BfGJ0fV DjM6rMHgTmdxKizPM3eynkrXwcgGYRyl6Bn661FAoyBwhSMmjG9tMNNwZYnFvoxW e15jUPH0k9TmY3+0Yqs/1PMLuNIGQ8GecIBs2y6a6uU6Pwmaes/rAulmVIQkd54= =YGdf -END PGP PUBLIC KEY CRYTPO BLOCK-
Re: [rt-users] Assistance w/ LDAP Logins
My apologies Kevin, vi's word wrapping joined forces with my dyslexia forced me to read this backwards... thanks again, -m ## SERVICE-SPECIFIC SECT ION # If you can bind to you r LDAP server anonymously you should # remove the user and pa ss config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' = 'rt_ldap_username', # The password RT should use to connect to the LDAP server 'pass' = 'rt_ldap_password', -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, July 09, 2012 10:41 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Assistance w/ LDAP Logins On Mon, Jul 09, 2012 at 02:22:38PM -0400, Glenn E. Sieb wrote: On 07/09/2012 01:15 PM, Mario DiNatale wrote: Wow yeah, thanks glen! That actually helped out tremendously! I just converted: 'rt_ldap_username' = 'cn=rt,ou=Users,dc=hamdenps,dc=local', 'rt_ldap_password' = 'ldap', To 'user' = 'rt@hamdenps.local', 'pass' = 'ldap', And that fixed it... which is strange because it looks like the newest documentation/examples given seem to want to use rt_ldap prefixes for some reason... but all is well, its working perfectly. Thanks again gentlemen I'd love to know the docs/examples that show rt_ldap_username so we can fix them. Would you point us at them Mario? Thanks -kevin
[rt-users] Assistance w/ LDAP Logins
Think I'm close, but could use some help from some experts... I have
$LogtoScreen set to 'debug', but it doesn't appear to Be giving me any
additional information than it was before...
Local login works fine, but the ldap logins keep getting rejected With
incorrect password. Here is the relevant portion of my
config:
Set( $ExternalAuthPriority, ['My_LDAP'] ); Set( $ExternalInfoPriority,
['My_LDAP'] ); Set( $ExternalServiceUsesSSLorTLS, 0 ); Set(
$AutoCreateNonExternalUsers, 0 ); Set( $ExternalSettings, { 'My_LDAP' = {
'type' = 'ldap', 'server' = 'dc1.XXX.local', 'rt_ldap_username' =
'cn=rt,ou=Users,dc=XXX,dc=local', 'rt_ldap_password' = 'ldap', 'base' =
'dc=XXX,dc=local', 'filter' = '((ObjectCategory=User)(ObjectClass=Person))',
'd_filter' = '(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls' = 0,
# 'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
'attr_match_list' = [ 'Name','EmailAddress' ], 'attr_map' = { 'Name' =
'sAMAccountName', 'EmailAddress' = 'mail', 'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName', 'Gecos' = 'sAMAccountName'
} } }, );
And here is the tail of my apache log:
[Fri Jul 6 18:59:26 2012] [info]: Successful login for root from 10.5.10.52
(/usr/local/libdata/perl5/site_perl/RT/Interface/Web.pm:660)
[Fri Jul 6 18:59:36 2012] [error]: FAILED LOGIN for testuser from 10.5.10.52
(/usr/local/libdata/perl5/site_perl/RT/Interface/Web.pm:655)
Any idea how else I could perhaps get more detailed logging of where the
Credentials are falling down atleast?
Thanks in advance,
-m
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[rt-users] FW: Assistance w/ LDAP Logins
Think I'm close, but could use some help from some experts... I have
$LogtoScreen set to 'debug', but it doesn't appear to Be giving me any
additional information than it was before...
Local login works fine, but the ldap logins keep getting rejected With
incorrect password. Here is the relevant portion of my
config:
Set( $ExternalAuthPriority, ['My_LDAP'] ); Set( $ExternalInfoPriority,
['My_LDAP'] ); Set( $ExternalServiceUsesSSLorTLS, 0 ); Set(
$AutoCreateNonExternalUsers, 0 ); Set( $ExternalSettings, { 'My_LDAP' = {
'type' = 'ldap', 'server' = 'dc1.XXX.local', 'rt_ldap_username' =
'cn=rt,ou=Users,dc=XXX,dc=local', 'rt_ldap_password' = 'ldap', 'base' =
'dc=XXX,dc=local', 'filter' = '((ObjectCategory=User)(ObjectClass=Person))',
'd_filter' = '(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls' = 0,
# 'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
'attr_match_list' = [ 'Name','EmailAddress' ], 'attr_map' = { 'Name' =
'sAMAccountName', 'EmailAddress' = 'mail', 'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName', 'Gecos' = 'sAMAccountName'
} } }, );
And here is the tail of my apache log:
[Fri Jul 6 18:59:26 2012] [info]: Successful login for root from 10.5.10.52
(/usr/local/libdata/perl5/site_perl/RT/Interface/Web.pm:660)
[Fri Jul 6 18:59:36 2012] [error]: FAILED LOGIN for testuser from 10.5.10.52
(/usr/local/libdata/perl5/site_perl/RT/Interface/Web.pm:655)
Any idea how else I could perhaps get more detailed logging of where the
Credentials are falling down atleast?
Thanks in advance,
-m
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-END PGP PUBLIC KEY CRYTPO BLOCK-
[rt-users] Get realname or username from $requestor
Hello, I am trying to use callbacks to customize Request Tracker. Specifically I would like to use the callback aboutthisuser. I get $requestor as a parameter. I am a newbie so I do not know how to get realname or username from $requestor. Can you help me? Thanks in advance, Mario
Re: [rt-users] Include web service result in a page without using custom fields
Ruslan Zakirov ruz at bestpractical.com writes: Two ways: 1) Javascript on Ticket's page gets the data and puts it all on the page. 2) RT server gets the data and puts it into RT's page(s). Thanks for reply! I forgot a thing: do I have to modify RT source code? I am searching a solution where I do not have to modify it. Mario
[rt-users] Include web service result in a page without using custom fields
Hello, I need to put in the ticket page additional user info that I get with a rest web service. How can I do it with Request Tracker? Thanks, Mario
[rt-users] Simple things are not so simple....
I would like to do a apparently very simple thing: - when a user is created (automatically or manually) I would like to: - give him only some rights - or put him in a default group (the purpose is the same) - give him a default dashboard - give him a default language Why I am not able to do this after reading a lot of docs? Can you help me? Thanks in advance, Mario
Re: [rt-users] External auth: set default user options
Ruslan Zakirov ruslan.zakirov at gmail.com writes: External auth can only map attributes in ldap to rt attributes and it doesn't do groups mapping. Usually you grant rights via groups in RT. Often people use combination of external auth and ldap import to do groups mapping. Thanks for reply! So do not talk about ldap now. Let's talk about autocreation: how can I automatically grant rights to autocreated users and the add them to a group? Thanks, Mario
[rt-users] External auth: set default user options
Hello, I am successfully using external auth to autocreate and autenticate users. I have a problem now: I need (obviously) to set some defaults like language, queue, some permissions. It seems to me that there is no easy way to do it and I cannot find documentation. It seems strange to me because I suppose this it a very common thing. Can you help me? Thanks in advance for any help, Mario
Re: [rt-users] Invalid username
Kevin Falcone falcone at bestpractical.com writes: You shouldn't be granting user rights, put the user in a group and grant group rights. Ok it is the first thing I have tried but my problem was that unprivileged users do not see custom fields when they open a ticket. BUT the custom fields validation is present and so the ticket creation is refused. It seems a bug to me: you cannot see CF, you cannot fill it, but request tracker give you an error that you have not filled it. I believe the autocompleter for user rights may restrict to Privileged users which may be the problem you're having. Go search for the user you're trying to use and ensure that they are Privileged. Will try but my problem is above. If you want to give Unprivileged users the ability to see/edit CFs, you can grant to Unprivileged directly, or to Requestors of tickets. Explain better please. I think I have tried all possible combinations of permissions in the hope to let an unprivileged user to see CFs. Thanks again! Mario
Re: [rt-users] Invalid username
Kevin Falcone falcone at bestpractical.com writes: Where do you try to add them, in what text box. Also, it isn't clear what you mean by adding them to a custom field. Many places, example: tools-configuration-queue-select-generaluser rights- now on the left you can input an user name. Then I click on checkbox view custom fields value and immediately invalid user appears. Do you see the custom field as you expect if you log in as root? Root user sees custom field
[rt-users] Invalid username
Hello, I have just tried request tracker 4.0.1 on Ubuntu and 4.0.5 on Debian, the result is the same. I create an user foo and when I try to add the user to a queue, a custom field I fill the text box with the username and I get always invalid username. Proably related to this: when I create a custom field for tickets in the new ticket of user foo there is no custom field. But if I create the ticket I get an error failed validation because I put a regular expression for the ticket field. So it seems that the field is not shown but is present. Can you help me? Mario
[rt-users] Locking up Custom Fields
Hello list!!! I have an RT 3.6.1 installation, and RT works fine for me. I was hopping someone could help me out on this one: I have a couple of Custom Fields that must be filled up on the ticket creation BUT after that, they MUST NOT be changed! In other words, these specific CF must become read-only, uneditable, locked, disabled or whatever (since it still shows up on the screen), only after creation. I've tried some javascripting but I'm not getting it. I know I can (as I already have done this) lock a given CF on the creation page, but not on the Modify or Jumbo pages. Hope to hear from you experts soon!! Thanks a lot! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CustomField for Users in code
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hello all,
I have a problem a week ago, with CF for Users.
I need to compare two CFs (CF1 for tickets and CF2 for Users) when an
user download a file (other CF-multi-upload-file for tickets), so, i'm
editing $RT3/share/html/Download/CustomFieldValue/dhandler to add the
condition if (CF1 CF2) then download_file(CF3).
Now, my problem is the access to CF2, i can't see it from source code.
I do:
while (my $cf = $session{'CurrentUser'}-CustomFields-Next) {
~print $cf-Name;
};
...but nothing appears.
- - I give to the user all the rights, i mean (See|Modify|Admin)CustomField.
- - Another info -i dont know if it's relevant-, in Preference i can't
see the CFs for Users, it is right?
- - I'm testing with super-user 'root'
- - I'm working with RT 3.8.0.
...any idea?
Thanks in advance.
- --
Mario A. del Riego
Unidad de Recursos Informáticos
Facultad de Ingeniería - UdelaR
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[rt-users] Upgrade Path: 3.6.5 - 3.8.1
We are thinking of upgrading from 3.6.5 - 3.8.1. We use Jim Meyer's User_Local.pm overlay for LDAP authentication to Active Directory. It is currently running on CentOS 5.2. I wondered if some of you would be able to provide some insights into this upgrade? Anyone written a comprehensive whitepaper for doing it? Thanks for your help! Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] ** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 http://www.youtube.com/watch?v=QKCVS57j284 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is there a howto on setting up GPG w/ RT-3.8.0?
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Charlie Reddington escribió:
| Set(%GnuPG, Enable=1, OutgoingMessagesFormat=RFC,
| EncryptDataInDb=0,);
| Set(%GnuPGOptions, homedir='/usr/local/rt-3.8.0/var/data/gpg',);
That's ok but not enough.
I'll tell you my own little experience.
The key's managment is the admin (root?)[0] with gpg by command line (
dont forget set the homedir in '/usr/.../gpg' like you said in your
config file)
For example, i have a user called 'myuser' associated with the mail
'[EMAIL PROTECTED]'.
You need create the par keys for that user (you know how, i guess) with
the email equal to the RT ('[EMAIL PROTECTED]').
After that, you need import that in the keyring (with root)
Vóila! Now, 'myuser' can select (from a select-box) his keys.
Cheers.
[0] 'admin' := homedir's owner
- --
A\C Mario A. del Riego
Unidad de Recursos Informáticos
Facultad de Ingeniería - UdelaR
La Universidad no puede ser un depósito indiferente de sueños
y frustraciones personales... Dr. G. Perera
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Re: [rt-users] Is there a howto on setting up GPG w/ RT-3.8.0?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Ruslan Zakirov escribió: | You don't have to generate keys for users. Either you can import his | key or use keyservers. Ok, you dont have to... but when 'myuser' sign or encrypt a comment on a ticket, How RT get his private key? I can't understand that... (I guess when you say 'import his key' is his public key) Thanks. - -- A\C Mario A. del Riego Unidad de Recursos Informáticos Facultad de Ingeniería - UdelaR La Universidad no puede ser un depósito indiferente de sueños y frustraciones personales... Dr. G. Perera -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAkivY6sACgkQB6f+NSnOywSgugCfahvdUIHtHdGw9koVMAvLxETX Hh4AoNYs/Cmvbn55nXVHSQY2MwfJW9MC =h/OP -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Developing RT - Show changes without restart apache
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi, i'm new in RT. In my work I need to add some functionality to RT, so it's very uncomfortable restart Apache on each change I want to make. So, exist a simple way to view the changes (almost) immediately? Thanks in advance. - -- A\C Mario A. del Riego Unidad de Recursos Informáticos Facultad de Ingeniería - UdelaR La Universidad no puede ser un depósito indiferente de sueños y frustraciones personales... Dr. G. Perera -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAkiXrSQACgkQB6f+NSnOywTVpgCgw6K6TpKHBc0r2AkEbBWRyNwd GhwAoMqnnsst3EiQ/cpfyryqeyEb+LFi =a4pK -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT DOWN - Error message starting Apache
Hello, I think YUM broke something last night. Upon a reboot today, apache will not start. In /var/log/httpd/error_log, I get this error: ---snip--- [Tue Jul 08 12:45:03 2008] [error] File::Temp version 0.18 required--this is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 50.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 50.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 68.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 68.\nCompilation failed in require at (eval 2) line 1.\n [Tue Jul 08 12:45:03 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server helpdesk.htu.edu:0, exiting... ---snip--- Can anyone give me advice as to the problem and possible fixes? This is a production server and it is down. Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] ** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 http://www.youtube.com/watch?v=QKCVS57j284 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] UPDATE: RT DOWN - Error message starting Apache
I appreciate your responses. OK. I don't know exactly what caused it. I ran this command and apache started: ---snip--- perl -MCPAN -e 'install File::Temp' ---snip--- Everything seems to be normal. I would like to understand why it happened. How do you handle system updates? I use yum-updatesd as a service. BTW-My machine is a CentOS 5 box using Apache 2, MySQL 5 and perl 5.8.8 Thanks, again!! Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) [EMAIL PROTECTED] ** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 From: Leal, Mario A. Sent: Tuesday, July 08, 2008 12:52 PM To: 'rt-users@lists.bestpractical.com' Subject: RT DOWN - Error message starting Apache Hello, I think YUM broke something last night. Upon a reboot today, apache will not start. In /var/log/httpd/error_log, I get this error: ---snip--- [Tue Jul 08 12:45:03 2008] [error] File::Temp version 0.18 required--this is only version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 50.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 50.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 68.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 68.\nCompilation failed in require at (eval 2) line 1.\n [Tue Jul 08 12:45:03 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server helpdesk.htu.edu:0, exiting... ---snip--- Can anyone give me advice as to the problem and possible fixes? This is a production server and it is down. Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) [EMAIL PROTECTED] ** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Help: Email to create ticket, CC doesn't stick
When a user creates a ticket by sending an email with an address cc'd, the cc'd addressee is not added to the ticket. Is this by design? Is there a way for RT to read the cc'd data and add data to the appropriate fields? Best regards, Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] ** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 http://www.youtube.com/watch?v=QKCVS57j284 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Help: Remove Preferences link in Self Service; Using AD to auth--no need for this.
First, Thank you to everyone who responded to my last question-Greatly appreciated!! I am authenticating my users via Active Directory. Because of this, I have no need for the preferences menu for users using the self service portal. I don't want users to think they are changing their password when they aren't. How do I remove that menu item or make it as though there is nothing on the page after clicking that link? Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] ** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 http://www.youtube.com/watch?v=QKCVS57j284 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Question: Reporting, Any current add on packages
Hello, So, my boss stepped in and loves the test implementation of RT. Looks like he'd want to use it. However, he doesn't like the lite reporting features. I was perusing the list for reporting packages and it seems statistics3 is no longer in full development. What is everyone doing for reporting? You know how bosses are. He wants to be able to report on everything under the sun. Thanks in Advance, Mario A. Leal, Jr. Senior Systems Analyst Huston-Tillotson University 900 Chicon Street Austin, TX 78702-2795 512.505.3009 (o) 512.505.3190 (f) [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] ** Hear a beautiful rendition of The Star Spangled Banner: http://www.youtube.com/watch?v=QKCVS57j284 http://www.youtube.com/watch?v=QKCVS57j284 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Database Question
Hello list!! I have installed RT 3.6.1 with Postgres8.1. I'm needing to clean the ticket database for a fresh start on a new working season, but I need to keep the users, queues, custom-fields, etc. What I'm planning to do is: - Clean the tables: tickets, attachments, transactions, objectcustomfieldvalues and links; - Set the Current Value to 1 for each one the sequences of the above tables. Is this procedure ok? Is there anything else I must do (or must not) ? Mario ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Restarting the Database
Hello list!! I have installed RT 3.6.1 with Postgres8.1. I'm needing to clean the ticket database for a fresh start on a new working season, but I need to keep the users, queues, custom-fields, etc. What I'm planning to do is: - Clean the tables: tickets, attachments, transactions, objectcustomfieldvalues and links; - Set the Current Value to 1 for each one the sequences of the above tables. Is this procedure ok? Is there anything else I must do (or must not) ? Mario ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] We found a merged ticket
Dear Jesse Yep. it's not recursion. It's RT::Transaction::TicketObj which should be made smarter. Rather than loading a ticket by id, it should be loading by id _and_ effective id. I'd love a patch. Thank you for your time investigating this. I'll see what I can do. Usually I do program PHP ... Best regards Mario -- Mario Aeby PC-Support Departement Klinische Forschung MEM D814 Murtenstrasse 35 CH-3010 Bern Fon +41 31 632 96 81 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] We found a merged ticket
How is that an infinite loop? It's recursion, yes. But I don't believe it's infinite Sorry for my wording - more accurately, we should call it a recursion going mad. I hope my vocabulary isn't hindering anyone from diving into the actual issue ... Ciao Mario ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] We found a merged ticket
Hi there
(Yes, I looked through the mailing list, found some similar issues,
used google - other people seem to have noticed the error, but no
final solution was mentioned yet)
We're running RT 3.6.5 on Debian GNU/Linux 2.6.18-6-686 with Apache
2.2.3-4+etch3, MySQL 5.0.51-3 and Perl 5.8.8-7etch1. In the recent
weeks RT got slower and slower from day to day. We're handling around
1000 Tickets right now.
After turning on debug messages while requesting the details of one
single ticket, the log got filled with tons of such messages:
- --
[Tue Feb 12 00:23:55 2008] [debug]: We found a merged ticket.935/903
(/home/rt3/lib/RT/Ticket_Overlay.pm:273)
... 283 lines with similar meaning ...
[Tue Feb 12 00:25:34 2008] [debug]: We found a merged ticket.1008/903
(/home/rt3/lib/RT/Ticket_Overlay.pm:273)
- --
It took the page more than one and a half minute to load.
I had a look at Ticket_Overlay.pm and found the following code
structure:
- --
sub Load {
...
#If we're merged, resolve the merge.
if ( ( $self-EffectiveId ) and ( $self-EffectiveId != $self-
Id ) ) {
$RT::Logger-debug (We found a merged ticket.. $self-
id ./.$self-EffectiveId);
return ( $self-Load( $self-EffectiveId ) );
}
...
}
- --
In my opinion $self-Load( $self-EffectiveId ) causes an infinite
loop when there are tickets merged into the current one. Indeed, the
programmer seems to have noticed this loop already when reading a
comment at the beginning of the method:
- --
#TODO modify this routine to look at EffectiveId and do the recursive
load
# thing. be careful to cache all the interim tickets we try so we
don't loop forever.
- --
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/branches/
3.6-RELEASE/lib/RT/Ticket_Overlay.pm
Is there anything we can do to make RT fast again? (Please don't
suggest throwing CPU, RAM etc. at it - IMHO it looks like a classic
software bug which cannot resolved with better hardware).
Thank you!
Best regards
Mario
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Re: [rt-users] We found a merged ticket
Without the output of Carp::cluck, it's not so useful, unfortunately.
perldoc Carp;
For all the poor souls out there requesting support and getting
nothing more than perldoc thrown at them:
- --
if ( ( $self-EffectiveId ) and ( $self-EffectiveId != $self-Id ) ) {
$RT::Logger-debug (We found a merged ticket.. $self-
id ./.$self-EffectiveId);
use Carp qw(cluck);
cluck Test;
return ( $self-Load( $self-EffectiveId ) );
}
- --
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[rt-users] Mandatory CustomFields
Hi list!
I have RT 3.6.1 installed, and I want to make a few things.
I have managed to make the Subject field to be mandatory by using
JavaScript (it is working fine!).
I also want to make my CustomFields mandatory VIA JavaScript. I know I
can do that in the CF configuration, but i really need a JavaScript
pop-up alert. Specially because I can define the criteria of validation.
A part of my js looks like this (header part of Ticket/Create.html):
if (form.X.value == ) {
alert( MESSAGE );
form.X.focus();
return false;
}
Where X is the field name. I've tried the CustomFields here, but I
don't know what the names of the these fields are... (I even tried
Object-RT%3A%3ATicket--CustomField-17-Value but it didn't work)
Any ideas?
Thanks!
Mario Gomide
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[rt-users] Change Combobox Type
Hello list! I would like to know how could I change the ComboBox CustomField type to a regular drop-down, such as in Select User. I tried changing things in Widgets/Combobox and Elements/EditCustomFieldCombobox, but I don't know much of perl and RTs architecture... Any help is very welcome! Thanks! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CustomCondition problem
Hello List!
I am trying to make a custom scrip work.
The scrip is supposed to:
Whenever a ticket is created in the X queue and the owner is set to
Nobody, the scrip action will Notify AdminCcs.
This is my Scrip Condition:
if( $self-TransactionObj-Type eq 'Create'
$self-TicketObj-Owner eq '10' ) {
return 1;
} else {
return undef;
}
(As in http://wiki.bestpractical.com/view/OnCreateResolved)
But it is not working... I see the log, and the ScripCondition is true,
but no e-mail being sent...
Any ideas?
Thanks a lot!
Mario Gomide
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[rt-users] (no subject)
subscribe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.503 / Virus Database: 269.15.8/1089 - Release Date: 10/23/2007 7:39 PM ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forcing Status Changes
Hey everyone!
I'm still trying to solve this problem.
The scrip is working fine: Only the pre-defined changes of status are
accepted. Other pre-defined status changes are denied
The problem is that whenever a denied change occurs, the result message
is: Status changed from A to B.
I've tried to do some modifications to Transaction_Overlay.pm in the
part bellow, but with no success.
elsif ( $type =~ /Status/ ) {
if ( $self-Field eq 'Status' ) {
if ( $self-NewValue eq 'deleted' ) {
return ( $self-loc( [_1] deleted, $obj_type ) );
}
else {
return (
$self-loc(
Status changed from [_1] to [_2],
' . $self-loc( $self-OldValue ) . ',
' . $self-loc( $self-NewValue ) . '
)
);
}
}
So, what should I do?
Thanks to all.
Mario Gomide
Mario Gomide wrote:
Hi Kenn, hi Gene!
I had some trouble with the logging part, but I fixed it. Then I had
this problem:
[error]: Scrip Prepare XX died. - Undefined subroutine
Scalar::Util::weaken called at
/usr/local/rt3/lib/RT/Action/Generic.pm line 107.
This was also fixed after updating Scalar::Util via CPAN with the
command:
#cpan -fi Scalar::Util
but still got nothing... so I rebooted and it began to work, and now
my scrip is running and logging.
Apparently, the scrip is working fine, and now back to my original
problem: When a ticket with status A cannot change to status B,
the result text shows that this status change occurred (Status changed
from A to B), even though it in fact didn't ocurr (the status is
unchanged).
How can I, in this case, show an error message like ERROR: Status
cannot be changed from A to B! Status remains A. on the results part
after modifying a ticket?
I've tried to set in the scrip, inside the if statement:
return $self-loc(TEXT TELLING THE USER HE CANT CHANGE FROM STATUS A
TO B);
but my text doesn't appear... since I'm sort of new to perl and
customizing RT, this was like a blind guess...
Any ideas?
Anyway, thanks so much for your help so far!
Mario
Kenneth Crocker escreveu:
Mario,
Gene is right (he helped me a bunch when I created several scrips
that change ticket status for a workflow design)). The entries to
your log will help a great deal. I had several scrips that made
several changes (one at a time) and when it ran into an error, the
status did not get changed. I'd take a look at your log and see what
is happening. That will help in debugging your code.
Kenn
LBNL
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Re: [rt-users] Forcing Status Changes
Hi Kenn, hi Gene! I had some trouble with the logging part, but I fixed it. Then I had this problem: [error]: Scrip Prepare XX died. - Undefined subroutine Scalar::Util::weaken called at /usr/local/rt3/lib/RT/Action/Generic.pm line 107. This was also fixed after updating Scalar::Util via CPAN with the command: #cpan -fi Scalar::Util but still got nothing... so I rebooted and it began to work, and now my scrip is running and logging. Apparently, the scrip is working fine, and now back to my original problem: When a ticket with status A cannot change to status B, the result text shows that this status change occurred (Status changed from A to B), even though it in fact didn't ocurr (the status is unchanged). How can I, in this case, show an error message like ERROR: Status cannot be changed from A to B! Status remains A. on the results part after modifying a ticket? I've tried to set in the scrip, inside the if statement: return $self-loc(TEXT TELLING THE USER HE CANT CHANGE FROM STATUS A TO B); but my text doesn't appear... since I'm sort of new to perl and customizing RT, this was like a blind guess... Any ideas? Anyway, thanks so much for your help so far! Mario Kenneth Crocker escreveu: Mario, Gene is right (he helped me a bunch when I created several scrips that change ticket status for a workflow design)). The entries to your log will help a great deal. I had several scrips that made several changes (one at a time) and when it ran into an error, the status did not get changed. I'd take a look at your log and see what is happening. That will help in debugging your code. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Forcing Status Changes
Hello list, I am trying to set RT to work allowing or denying certain custom statuses. For example, I have the X custom status and whenever a ticket has this status, the next status can only be Y or Z, but it cannot be A. I read the foruns and I'm still not sure if it can be done by crating scrips or by modifying Ticket_Overlay.pm (or any other file). Actually, I've started creating scripconditions that check the current status, but now I have to create the scripactions that compare the next status with the active status, and then it will take some action: if it isn't a possible status change, then go back and warn. If it is a possible status change, go ahead and change. Has anyone tried to do this? Is there any other easier way? Is there something done, like forcing the status changes? Thanks a lot! Any suggestions are welcome! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket view shows an empty page
Hi all We have problem with a single ticket: When opening the display view of that particular ticket, we get just an empty page that shows nothing than the white background. The link seems to be ok, if we change the ID to another value, all other tickets are shown as expected. What I tried: - Logged in as root so see if it's a permission problem. Resulted in the same behaviour as outlined above. - Tried to search for the ticket: The ticket is found and shown in the list of found tickets. If you click the link to the ticket: the problem occurs. - Had a look into the database: The ticket exists and the last stuff that happened to this ticket was an incoming mail that changed the state of the ticket to open. Any hint is really appreciated! Cheers, Mario ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachment issue on RT 3.6.3
Roy El-Hames schrieb: Steven,Mario; Have a look at : http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html it maybe related. Roy Hi folks Sorry for my late response, didn't find the time to try it during the last days. Now it's working! The link above led me to the following MySQL query, which solved the problem once applied to the database: ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; Don't forget to backup before you start doing such stuff. Thanks for the help I (once again) got in the list! Mario ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Attachment issue on RT 3.6.3
Hi! We've freshly set up RT on a Gentoo box and most of it runs very well by now. Most tickets will be opened through incoming emails. This is my current issue: Only text attachments are saved to the database. All other (tested with JPG) file types that are sent in via mail (inline or as attachment) or attached on the web GUI don't work. The result is, that the filename is shown in the ticket, but it is not linked. The DB row contains the filename, content Type but no content. The max size for attachments in the RT_SiteConfig is set to 10MB, and also MySQL's max_packet_size is set to a big value. The images I tried to attach were 300K, so that shouldn't be a problem I think. Any help on this issue is very appreciated! Cheers, Mario ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Repeated log-in on web interface needed
bijayant kumar schrieb: Hi Mario , It seems that you didnt checked the full archives of mailing list because i have posted the solution some times back. anyway here is the solution which worked with rt-3.6.1 . In databse ALTER TABLE sessions MODIFY a_session longblob; Let me know whether it worked or not. I've already got another solution that worked out - so I won't check your approach. See the mail from Steven in that thread: It's just about uncommenting a line in the default config file of RT. Cheers, Mario ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Repeated log-in on web interface needed
Hi I'm new to RT (running 3.6.3 on Apache2 on a Gentoo machine) and have the following problem: Login via web interface is successful in the first step. But for each other page within RT that I'd like to see, I'm requested to enter my user/password again. If I enter the credentials, the page is delivered. But when clicking a link to another page, the next authentification is needed. I already asked Google and searched the mailinglist-archives, but didn't find a solution for this problem. Any hints are really appreciated! Cheers, Mario ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding more Cc fields
Hi there!
I was trying to add three more Cc fields so that each field would
contain only one e-mail address.
The RT users here find it too laborious to edit a comma-delimited
list, since they use the automatic form-fill. In other words, it is
easier to only choose an e-mail address (previously filled in the form)
per field.
What I have done so far is copied the field, but now I know I have to
concatenate de four $ARGS{Cc} variables, so at the end I'll get a
comma-delimited list in the array.
Does anyone know how I could do this?
Thank you very much!
Mario
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Re: [rt-users] Creating tickets from external form
Hi there! Since nobody answered and I haven't found a reasonable solution, I'm asking again... I'm thinking of creating a static field (from wich I can fill from an external form as described before), and create a field on the Ticket table. Any other (better) ideas? Can I do this without affecting the rest of the system? I appreciate your help. Mario Gomide Mario Gomide escreveu: Hi, I use some external application to generate service requests. This application posts its contents to RT via an html form. That means that the contents are passed via URL as follows, for example: form action=https://my.rt.site/rt/Ticket/Create.html?Queue=intSubject=TextContent=text; method=GET Then I get to the Create.html page to fill in other fields and confirm the creation, which means that I can't use create by mail (unless I can confirm and fill in other fields). How do I pass custom field values through the URL? My custom fields are in all the queues, so I don't have to worry about de queue-dependancy of each CF. Thank you very much! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mysql to Postgres Problems
I verified the permissions (like the ERROR message suggested), and change it around a bit, but I got nothing. I also tried to force writting on the Attributes Table these values... id, name, description, content, contenttype, objecttype, objectid, creator, created, lastupdatedby, lastupdated 1, Search - My Tickets, [_1] highest priority tickets I own, ENCODED HASH, storable, RT::System, 1, 1, date and time, 1, date and time 2, Search - Unowned Tickets, [_1] newest unowned tickets, ENCODED HASH, storable, RT::System, 1, 1, date and time, 1, date and time 3, HomepageSettings, HomepageSettings, ENCODED HASH, storable, RT::System, 1, 1, date and time, 1, date and time ... checking the sequences, permissions etc. And still get the homepage errors: Can't call method Content on an undefined value at /usr/local/rt3/share/html/Elements/MyRT line 75. The data is there! Why can´t RT read the DB correctly? Thank you very much! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Creating tickets from external form
Hi, I use some external application to generate service requests. This application posts its contents to RT via an html form. That means that the contents are passed via URL as follows, for example: form action=https://my.rt.site/rt/Ticket/Create.html?Queue=intSubject=TextContent=text; method=GET Then I get to the Create.html page to fill in other fields and confirm the creation, which means that I can't use create by mail (unless I can confirm and fill in other fields). How do I pass custom field values through the URL? My custom fields are in all the queues, so I don't have to worry about de queue-dependancy of each CF. Thank you very much! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] TIcket Content with HTML tags
Hello all! Does anyone know a way to convert an html-tagged text to a plain text format when creating a ticket (in the content field)? This html text is inserted via the URL resulting from an external html form page. Thanks! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mysql to Postgres Problems
Hi there! I´ve successfully migrated the MySQL database to Postgres. But still having some problems. When I finish the import process I access the RT web interface. At the homepage (RT at a Glance), I get: Can't call method Content on an undefined value at /usr/local/rt3/share/html/Elements/MyRT line 75. I´ve already solved this problem by running the make upgrade scripts as follows: /path/to/rt/sbin/rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/3.5.1 And the previous problem was gone! Now, when I run the upgrade script I get the following error 3 times: Error: Internal Error: Couldn't execute the query 'INSERT INTO Attributes (ContentType, Creator, ObjectId, LastUpdatedBy, Created, Content, LastUpdated, Description, Name, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'ERROR: permission denied for sequence attributes_id_seq Any ideas? Thanks a lot!! Mario Gomide Gilmar Santos Jr escreveu: Hello Mario, I considered migrating a couple weeks ago. I wrote a tutorial[1] about it and a Perl script to help with the process. I've just added a few instructions at RT wiki. We have almost 400.000 tickets and had serious performance problems. Pg performed much worse than MySQL, even after performance tunning configurations. After increasing innodb_buffer_poll_size (MySQL's configuration directive) the performance problem was gone. I tested with RT 3.4.5, but i think it will work fine on 3.6, since there were no schema changes. ps.: create database on postgre with encoding *latin1*. Good luck, Gilmar Santos Jr Mario Gomide escreveu: Hello list! I used to use RT-3.4.1 on MySQL and I´m trying to migrate to RT-3.6.1 on PostgreSQL 8.1. I´m having some problems with the database import process. I get the same errors many times: ERROR: invalid byte sequence for encoding UTF8: and invalid input syntax for integer: Can I just change the value to NULL where the value is empty? I have noticed that most of my data was imported... First of all I begin a new RT 3.6.1 installation, then I follow these instructions (http://wiki.bestpractical.com/index.cgi?MySQLToPg). That is: Dump from mysql is done: mysqldump -u user -p mydatabase dumpfile.sql I edit this dumpfile leaving it only with INSERT INTO lines and removing everything related to the sessions table. Then on my new installation, I access the DB and DELETE FROM each table. After that, I do: psql -h localhost -f dumpfile.sql newdb After that I run the make upgrade process. I hope you can help me out. Thanks Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Mysql to Postgres Problems
Hello list! I used to use RT-3.4.1 on MySQL and I´m trying to migrate to RT-3.6.1 on PostgreSQL 8.1. I´m having some problems with the database import process. I get the same errors many times: ERROR: invalid byte sequence for encoding UTF8: and invalid input syntax for integer: Can I just change the value to NULL where the value is empty? I have noticed that most of my data was imported... First of all I begin a new RT 3.6.1 installation, then I follow these instructions (http://wiki.bestpractical.com/index.cgi?MySQLToPg). That is: Dump from mysql is done: mysqldump -u user -p mydatabase dumpfile.sql I edit this dumpfile leaving it only with INSERT INTO lines and removing everything related to the sessions table. Then on my new installation, I access the DB and DELETE FROM each table. After that, I do: psql -h localhost -f dumpfile.sql newdb After that I run the make upgrade process. I hope you can help me out. Thanks Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to change the select owner drop-down?
Hi there!! I am a little new at RT, so I apologize if I skipped something... I´m using RT 3.6.1 on Debian with Postgres 8.1.5. Everytime I create a ticket, I have to select the owner on the drop-down by its username. I wanted to know how to change this so I can select the owner by the owner´s Name (as set in the user´s Real Name, or Nickname field). Is this implemented already? Thanks a lot. Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Generating readable Reports (accent problem/encoding)
I´m using RT3.4 with MySQL 5.0.30 and Perl 5.8.8. I´ve got a serious problem with encoding. I want to generate reports by using iReport 1.3.0 in PDF format. The problem is that the data that I get from the database is not with the correct encoding. Whenever there are characters with accents, such as á (aacute), my reports come out with á. I took a look at the database and the accented characters where all weird like the example above. The RT web interface is fine and e-mails are fine too. I´ve already tried to mess around the I18N.pm file, but I had no success. I don´t know much of Perl, so I would really appreciate if somebody could help me out with this. I don´t really know wether it is a Perl problem, or a MySQL problem, an RT bug etc... Thanks a lot! Mario Gomide ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
