[rt-users] Noc ticketing features
Hi all, Can anyone help me about what are the features that make RT an aplication destinated to NOC ticketing systems?Why RT manages these tasks ? Thanks in advance Best Regards Teresa ___ 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 security
Hi all, Does anyone known where can I get in deep information about security in RT, such as PGP and MIME Thanks a lot Teresa ___ 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] Help with RT database model
Hi all! Following the instructions of RT Wiki, I´ve downloaded the ' rt3-schema-relationships.dot'. Now I want to visualize this file (.dot) in the dbdesigner4 but I have not success because this program needs a xml file to load the database model. Other thing I´ve tried is to connect from dbdesigner4 to RT database (in Postgre) but it doesn´t recognize dbuser and password Can anyone help me? Thanks in advance Best Regards Teresa ___ 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 applications
Hi all! Can anyone tell me some examples where RT can be applied for ? 1. project management 2. help desk, 3. NOC ticketing. Basically, this is what it is made for. 4. CRM and software development Thanks in advance Best Regards Teresa ___ 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] Question about RT_SiteConfig.pm
Hi all, I have problems with last RTFM installation. My RT installation is located in: /usr/share/request-tracker3.4 and the config files are located in: /etc/request-tracker3.4 (RT_Config.pm and RT_SiteConfig.pm) and I wonder if these config files (RT_SiteConfig.pm) must be in a folder inside like: /usr/share/request-tracker3.4/etc/request-tracker3.4/RT_SiteConfig.pm Is it neccesary files like RT_SiteConfig.pm are inside folder RT or it isn´t? I suppose this could be the problem, but I not sure. Has anyone suffered something similar? Thanks in advance Best Regards Teresa ___ 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] RTFM 2.0.4 problem: Extract to article button
Hi all! I am new in RT. I have RT 3.4.2 and RTFM 2.0.4 installed I should see an Extract to article button in the upper right hand corner of RT's UI when working with tickets, but it does not happen Can anyone help me? Any clue? I thought I should migrate to RTFM 2.1.40 but I am not really sure that be the problem Thanks in advance Best Regards Teresa --- Computer Science Student University Carlos III Madrid Spain --- ___ 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] RTFM 2.0.4: Associating custom fields with classes
Hi all,
I am running RTFM 2.0.4 and I have the following problem when I try to
associate a Custom field (type TextSingle) to a class:
*System error*
*error:* Can't locate object method HasEntry via package
RT::CustomFields at
/usr/share/request-tracker3.4/html/RTFM/Admin/Classes/CustomFields.html
line 86.
*context:* *...*
*82:* # Go through and delete all the custom field relationships that
this class *83:* # no longer has *84:*
*85:*
*86:* if ($ClassCFs-HasEntry($cf-Id)) { *87:* unless (defined
$ARGS{Class-.$ClassObj-Id.-CF-.$cf-Id} ) { *88:* my ($val, $msg) =
$cf-RemoveFromClass($ClassObj-Id); *89:* push (@results, $msg); *90:*
*...*
*code stack:* /usr/share/request-tracker3.4
/html/RTFM/Admin/Classes/CustomFields.html:86
/usr/share/request-tracker3.4/html/autohandler:215
I have added use RT::CustomFields but I have no sucess
use RT::FM::Class;
use RT::FM::CustomFieldCollection;
use RT::FM::ClassCustomField;
use RT::CustomField;
my $ClassObj = new RT::FM::Class( $session{'CurrentUser'} );
my ( $title, @results );
$ClassObj-Load($ARGS{'id'}) || $m-comp(/RTFM/Elements/Error, Why =
Couldn't load class '$id');
my $ClassCFs = $ClassObj-CustomFields;
my $CustomFields = RT::FM::CustomFieldCollection-new(
$session{'CurrentUser'} );
$CustomFields-UnLimit;
$title = loc( 'Edit Custom Fields for Class [_1]', $ClassObj-Name );
if ($ARGS{'UpdateCFs'} ) {
while (my $cf = $CustomFields-Next) {
# Go through and delete all the custom field relationships that this
class
# no longer has
if ($ClassCFs-HasEntry($cf-Id)) {
unless (defined $ARGS{Class-.$ClassObj-Id.-CF-.$cf-Id} ) {
my ($val, $msg) = $cf-RemoveFromClass($ClassObj-Id);
push (@results, $msg);
Can anyone help me?
Thanks in advance
Best Regards
Teresa
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Re: [rt-users] RTFM 2.0.4 problem: Extract to article button
Hi Jesse, Thanks for your soon answer. I am trying with the 2.2.0RC5 version without success. These are the steps followed: 1. perl Makefile.PL == Ok, Writing Makefile for RTFM 2.make install== Ok, 3. make initdb == Hmm, here is the problem. My db password is 'wibble' and my db user is 'rtuser' but it seems it joins the db user and db password in the password, I think so (this error can be found later and says DBD::Pg::st execute failed: ERROR: no existe el usuario rtuserwibble) /usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib /usr/local/share/request-tracker3.4/rt-setup-database --action schema --datadir etc --datafile etc/initial_data --dba rtuser --dba-password wibble --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Pg instance on localhost as rtuser. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating database schema. Done setting up database schema. /usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib /usr/local/share/request-tracker3.4/rt-setup-database --action acl --datadir etc --datafile etc/initial_data --dba rtuser --dba-password wibble --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Pg instance on localhost as rtuser. Please specify that user's database password below. If the user has no database password, just press return. Password: DBD::Pg::st execute failed: ERROR: no existe el usuario rtuserwibble Problem with statement: GRANT SELECT, INSERT, UPDATE, DELETE ON FM_Classes_id_seq to rtuserwibble; ERROR: no existe el usuario rtuserwibble ...returned with error: 65280 make: *** [initdb] Error 255 2007/4/19, Jesse Vincent [EMAIL PROTECTED]: Teresa Carcelén Fernández wrote: Hi all! I am new in RT. I have RT 3.4.2 and RTFM 2.0.4 installed I should see an Extract to article button in the upper right hand corner of RT's UI when working with tickets, but it does not happen Can anyone help me? Any clue? I thought I should migrate to RTFM 2.1.40 but I am not really sure that be the problem Can you try 2.2.0RC5? ( 2.1.40 was pre-alpha). -j Thanks in advance Best Regards Teresa ___ 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] Doubt about RTFM inside RT
Hi all, I´m almost new in this list. I´ve installed RTFM 2.0.4 and RT 3.4.2 but when I try to extract an article from a RT ticket I´ve not the right option Extract article May I upgrade RTFM to 2.1.40 version or RT to 3.4.6? Thanks in advance Cheers Teresa ___ 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] Upgrading RTFM 2.0.4 to 2.1.40
Hi all!, I have installed RT 3.4.2 and I am upgrading RTFM from RTFM 2.0.4 to 2.1.40. I have followed the steps posted by Luis Moreno *(Mon Nov 20 09:04:05 EST 2006)* but I have a problem at this point: . Upgrade the schema # for j in `ls etc/upgrade/`; do for i in schema acl insert; do /usr/sbin/rt-setup-database -dba your_rtdbuser --dba-password your_rtdbuser_password --action $i --datadir etc/upgrade/$j; done; done When I try the following I get the error: /usr/sbin/rt-setup-database --action schema --datadir etc/upgrade/2.1.0 Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC contains: /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /usr/share/request-tracker3.4/lib/RT.pm line 134. My RT.pm contains: $CORE_CONFIG_FILE = /etc/request-tracker3.4/RT_Config.pm; $SITE_CONFIG_FILE = /etc/request-tracker3.4/RT_SiteConfig.pm; $BasePath = '/usr/share/request-tracker3.4'; $EtcPath = '/etc/request-tracker3.4'; I doubt if I must update the SITE_CONFIG_FILE or apply a special patch Can anyone help me? Thanks in advance Best Regards Teresa ___ 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] problem installation RTFM
Hi Kevin! Thanks a lot for your help. It works with the PREFIX option Finally I have decided to install RTFM 2.0.4 and migrate to RTFM 2.1.40. Here is where I am now because I have problems upgrading the schema /usr/sbin/rt-setup-database --action schema --datadir etc/upgrade/2.1.0 PREFIX=/etc/request-tracker3.4/ Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC contains: /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /usr/share/request-tracker3.4/lib/RT.pm line 134. because my RT.pm contains: $CORE_CONFIG_FILE = /etc/request-tracker3.4/RT_Config.pm; $SITE_CONFIG_FILE = /etc/request-tracker3.4/RT_SiteConfig.pm; $BasePath = '/usr/share/request-tracker3.4'; $EtcPath = '/etc/request-tracker3.4'; Have you got any idea? Thanks a lot Regards Teresa --- 2007/4/18, Kevin Falcone [EMAIL PROTECTED]: On Apr 17, 2007, at 1:56 PM, Teresa Carcelén Fernández wrote: Hi all! I´ve got no sucess with RTFM installation. I have RT 3.4.2 and I´ve tried to install RTFM-2.2.ORC5 I´ve got the 2 first step: perl Makefile.PL (with a PREFIX that has the path of /lib directory) make install (with a PREFIX that has the path of /lib directory) I´ve no sucess on make initdb because I´ve obtained error: Can't locate RT.pm in @INC (@INC contains: inc inc lib /opt/rt3/ local/lib /usr/share/request-tracker3.4/lib/lib /etc/perl /usr/ local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 / usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/ lib/site_perl .) at inc/Module/Install/RTx/Factory.pm - /usr/lib/ perl5/site_perl/5.8.7/Module/Install/RTx/Factory.pm line 12. Hi Teresa What happens if you run perl Makefile.PL and answer the questions if asks, rather than using PREFIX? -kevin make: *** [initdb] Error 2 but I´ve created the schema with: $ psql -d rtdb -U rtuser schema.Pg I´ve checked in the Admin/Tools/Configuration.html there´s no RT::FM installation. Is it really doesn´t installed? Also I´ve added (reading messages below) in the file: inc/Module/Install/RTx/Factory.pm dba-password = $RT::DatabasePassword I don´t understand how the following error appears when I link in the Overview RTFM Tab ___ 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] problem installation RTFM
Hi all! I´ve got no sucess with RTFM installation. I have RT 3.4.2 and I´ve tried to install RTFM-2.2.ORC5 I´ve got the 2 first step: perl Makefile.PL (with a PREFIX that has the path of /lib directory) make install (with a PREFIX that has the path of /lib directory) I´ve no sucess on make initdb because I´ve obtained error: Can't locate RT.pm in @INC (@INC contains: inc inc lib /opt/rt3/local/lib /usr/share/request-tracker3.4/lib/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at inc/Module/Install/RTx/Factory.pm - /usr/lib/perl5/site_perl/5.8.7/Module/Install/RTx/Factory.pm line 12. make: *** [initdb] Error 2 but I´ve created the schema with: $ psql -d rtdb -U rtuser schema.Pg I´ve checked in the Admin/Tools/Configuration.html there´s no RT::FM installation. Is it really doesn´t installed? Also I´ve added (reading messages below) in the file: inc/Module/Install/RTx/Factory.pm dba-password = $RT::DatabasePassword I don´t understand how the following error appears when I link in the Overview RTFM Tab Can anyone help me? Thanks in advance Regards Teresa ___ 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
