[rt-users] duplicate ticket creation

[Testwreq Wreq]

We are using Rt 4.0.8 with mysql and sendmail
>
> Our RT tickets are created by our users by sending an email to rt@
>
> Randomly some of the tickets are duplicating on creation. So far I am
> unable to find any pattern in this duplication.
>
> Can some one please guide how to troubleshoot this issue. Which logs
> should I be looking at besides the mail logs?
>
>
I am wondering when the ticket comes into the sendmail queue, how is it
duplicating? The mail queue emptie out instantly, the only log I see is
mail log with duplicated ticket.

>
>
> Thanks much! I will appreciate all the responses.
>


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[rt-users] Ticket Duplication

[Testwreq Wreq]

We are using Rt 4.0.8 with mysql and sendmail

Our RT tickets are created by our users by sending an email to rt@

Randomly some of the tickets are duplicating on creation. So far I am
unable to find any pattern in this duplication.

Can some one please guide how to troubleshoot this issue. Which logs should
I be looking at?

Thanks much! I will appreciate all the responses.


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[rt-users] rt 4.0.8 password change

[testwreq wreq]

We upgraded from 3.8.2 to 4.0.8. The 'preferences' tab where users could
change the password is no longer available. Is there any permission that
could be set for privileged users to change their password?

Thanks much for your replies.

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] Merging RT Installations

[testwreq wreq]

Actually, there are 2 seperate installations of RT 3.8.2 and 4.0.8 on
centosos and ubuntu respectively. We need to import open tickets from 3.8.2
and export them into 4.0.8. Are there any scripts in the upgrade that can
be pulled to do this?

On Tue, Nov 27, 2012 at 9:40 PM, Kevin Falcone wrote:

> On Tue, Nov 27, 2012 at 03:25:05PM -0500, testwreq wreq wrote:
> >We have a similar situation where we want to import our open tickets
> from the current 3.8.2
> >sytem to the new 4.0.8 installation. Is there a script that can help
> do that?
>
> That sounds like you want a simple upgrade.
> Have you reviewed the upgrading process documentation?
> It's covered in the README and UPGRADING-4.0 available from here
> http://bestpractical.com/rt/docs/latest/
>
> and written about here
>
> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
>
> -kevin
>
> 
> We're hiring! http://bestpractical.com/jobs
>
>

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Re: [rt-users] Merging RT Installations

[testwreq wreq]

We have a similar situation where we want to import our open tickets from
the current 3.8.2 sytem to the new 4.0.8 installation. Is there a script
that can help do that?

On Tue, Nov 27, 2012 at 1:19 PM, Tim Gustafson  wrote:

> > There isn't currently a released tool for this.
> > We've been working on something and testing it out with a few clients
> > and expect that it will ship with 4.2.
> >
> > If you need this prior to the public release, I can point you at the
> > right people to figure it out.
>
> What's the planned release date for 4.2?  I think I can hold off
> importing the old data for a few months, but probably not more than 3
> months.
>
> --
>
> Tim Gustafson
> t...@soe.ucsc.edu
> 831-459-5354
> Baskin Engineering, Room 313A
> 
> We're hiring! http://bestpractical.com/jobs
>

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[rt-users] how to extract open tickets from rt 3.8.2 to 4.0.8 installation

[testwreq wreq]

We have a new installation on ubuntu of RT 4.0.8; Our current RT 3.8.2 is
on CentOS.

Is there a way to extract all open tickets from the current system and
export them into the new system?

Thanks much!

We're hiring! http://bestpractical.com/jobs

[rt-users] RT email address with server name

[testwreq wreq]

Our RT server is r...@sc.sbu.edu

When our external users send email to RT (r...@sc.sbu.edu) -> the mail from
our exchange server gets forwarded to r...@rt4.sc.sbu.edu -> a message of
communication is then created in RT

Wed Nov 21 09:26:59 2012Kate Rul - Ticket created[
Subject: test from kateDate: Wed, 21 Nov 2012 14:27:08 +To:

"RT4, Tracker" r...@rt4.sc.sbu.edu
From:

 Kate rulk...@sc.sbu.edu 

When RT responds back to the request, the user who created the request, get
the address  r...@rt4.sc.sbu.edu; Within RT can this address somehow be
changed to r...@sc.sbu.edu because somewhere in the email flow, when users
respond to the email, they are unable to directly deliver it to
r...@rt4.sc.sbu.edu

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Re: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

[testwreq wreq]

Thank you for this explanation.



On Wed, Nov 21, 2012 at 4:31 AM, Tim Cutts  wrote:

>
> On 20 Nov 2012, at 20:41, testwreq wreq  wrote:
>
> > Hi, It was our configuration in sendmail. Once configured correctly, the
> mail is working.
> >
> > I agree with the pitfalls involved using sendmail MTA.
> > I would like to know more about fetchmail. What is fetchmail? Do I have
> to configure sendmail to use fetchmail?
> > We have rt, rt-web, rt-linux, rt-email addresses in exchange. I would
> prefer mail to be sent directly from anywhere to any of these addresses and
> vice-a-versa, and the communication recorded in RT.
>
> Since you now have it working with direct transmission of the email from
> your Exchange server to RT, I'd leave it alone; it's the best solution in
> general, because it means new messages to tickets will enter RT immediately
> that Exchange sees them, whereas using fetch mail adds a delay.
>
> Fetchmail is basically just a standard POP or IMAP client which fetches
> mail (obviously) and inserts it into a local mail transfer agent (i.e. a
> local copy of sendmail).  This is usually done by people who have no
> control or influence on the configuration of their mail server, and so
> can't arrange for delivery to be made directly, and all they have is an
> account on the mail server from which they can download mail.
>
> So, when using fetchmail, you still have to configure your local sendmail
> copy to deliver the mail to rt-mailgate correctly, that part doesn't
> change.  The difference is how the mail gets from your mail server to RT.
>  With fetchmail, it's periodically downloaded using something like POP or
> IMAP.  Without fetchmail, it's sent directly to your  RT server's sendmail
> by SMTP.  fetchmail has to be run from cron every few minutes, so there's
> always a small delay when using that method before replies to tickets will
> be seen in RT.
>
> Tim
>
>
>
> --
>  The Wellcome Trust Sanger Institute is operated by Genome Research
>  Limited, a charity registered in England with number 1021457 and a
>  company registered in England with number 2742969, whose registered
>  office is 215 Euston Road, London, NW1 2BE.
>

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

[testwreq wreq]

Hi, It was our configuration in sendmail. Once configured correctly, the
mail is working.

I agree with the pitfalls involved using sendmail MTA.
I would like to know more about fetchmail. What is fetchmail? Do I have
to configure sendmail to use fetchmail?
We have rt, rt-web, rt-linux, rt-email addresses in exchange. I would
prefer mail to be sent directly from anywhere to any of these addresses and
vice-a-versa, and the communication recorded in RT.

Can I eliminate MTA completely from this setup?

On Tue, Nov 20, 2012 at 11:51 AM, Tim Cutts  wrote:

>
> On 20 Nov 2012, at 14:58, testwreq wreq  wrote:
>
> > I used sendmail command locally on the Rt server to send mail to rt4. I
> am unable to see the ticket generated in the RT interface. These are from
> mail.log on the RT server.
> > Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: from=wreq, size=34,
> class=0, nrcpts=1, msgid=<201211201443.qakehis6023...@rt4.sc.sbu.edu>,
> relay=wreq@localhost
> > Nov 20 09:43:18 rt4 sm-mta[23209]: qAKEhIl0023209: from=<
> w...@rt4.sc.sbu.edu>, size=347, class=0, nrcpts=1, msgid=<
> 201211201443.qakehis6023...@rt4.sc.sbu.edu>, proto=ESMTP, daemon=MTA-v4,
> relay=localhost [127.0.0.1]
> > Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: to=r...@sc.sbu.edu,
> ctladdr=wreq (10007/10007), delay=00:00:00, xdelay=00:00:00, mailer=relay,
> pri=30034, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent
> (qAKEhIl0023209 Message accepted for delivery)
> > Nov 20 09:43:18 rt4 sm-mta[23211]: STARTTLS=client, relay=
> edge1.sc.sbu.edu., version=TLSv1/SSLv3, verify=FAIL, cipher=AES128-SHA,
> bits=128/128
> > Nov 20 09:43:19 rt4 sm-mta[23211]: qAKEhIl0023209: to=,
> ctladdr= (10007/10007), delay=00:00:01,
> xdelay=00:00:01, mailer=esmtp, pri=120347, relay=edge1.sc.sbu.edu.
> [130.245.9.210], dsn=2.0.0, stat=Sent (<
> 201211201443.qakehis6023...@rt4.sc.sbu.edu> [InternalId=2648267] Queued
> mail for delivery)
> >
> > Does this mean that the mail does not get from the local RT mail server
> to rt-mailgate and then RT itself?  What should be done to fix this?
> >
>
> I don't know, I don't speak sendmail (I use exim on our RT server).  But
> what this suggests is that the config is correct for accepting the mail
> from the local host is correct, but the config for delivering the mail to
> rt-mailgate is wrong.  If you run mailq, you'll probably find that your
> test message is still sitting in sendmail's queue.
>
> If I were you, I'd fix this part of the problem before moving on to the
> second part, because you clearly have two separate issues.
>
> > When I send email to rt4 using exchange, then it does not reach the
> server mail.log.
>
> Not at all?  Not even in the rejection logs?
>
> That sounds like you have also misconfigured sendmail's listening to the
> outside world.  If you go to another machine and telnet to port 25 on your
> RT server, do you get an SMTP prompt, or a connection timeout?   If you get
> the timeout, or connection refused, than you know that sendmail isn't
> listening properly, so you'll need to fix that part of the configuration.
>
> One question I have for you:  why did you choose sendmail as the Mail
> Transfer Agent to use?  It's not the default on Ubuntu (nullmailer is), and
> there are at least three alternatives which are (a) command line compatible
> with sendmail and (b) a lot simpler to configure, and those are, in no
> particular order, exim, postfix and smail.
>
> You might save a lot of pain by finding a local UNIX mail expert in one of
> those mail transfer agents (it doesn't matter which), and get them to help
> you configure it properly.  It's not something we can easily help you with
> remotely on this list; there are too many variables, and if you've never
> configured a UNIX mail transfer agent before there are a lot of pitfalls
> involved, in which you could accidentally set yourself up as a mail relay
> and have spammers abusing your system, for example.
>
> The fetchmail alternative might sound more complex to you, but it's
> actually simpler and less vulnerable to the above sort of mistake, because
> it avoids the step of having to configure your MTA correctly with regard to
> receiving external email.  It only has to handle the much simpler case of
> local mail, internal to your RT server, and sending out to your Exchange
> server (which you already have working).
>
> Regards,
>
> Tim
>
> --
>  The Wellcome Trust Sanger Institute is operated by Genome Research
>  Limited, a charity registered in England with number 1021457 and a
>  company registered in England with number 2742969, whose registered
>  office is 215 Euston Road, London, NW1 2BE.
>

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

[testwreq wreq]

I used sendmail command locally on the Rt server to send mail to rt4. I am
unable to see the ticket generated in the RT interface. These are from
mail.log on the RT server.
Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: from=wreq, size=34,
class=0, nrcpts=1, msgid=<201211201443.qakehis6023...@rt4.sc.sbu.edu>,
relay=wreq@localhost
Nov 20 09:43:18 rt4 sm-mta[23209]: qAKEhIl0023209: from=,
size=347, class=0, nrcpts=1, msgid=<
201211201443.qakehis6023...@rt4.sc.sbu.edu>, proto=ESMTP, daemon=MTA-v4,
relay=localhost [127.0.0.1]
Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: to=r...@sc.sbu.edu,
ctladdr=wreq (10007/10007), delay=00:00:00, xdelay=00:00:00, mailer=relay,
pri=30034, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent
(qAKEhIl0023209 Message accepted for delivery)
Nov 20 09:43:18 rt4 sm-mta[23211]: STARTTLS=client, relay=edge1.sc.sbu.edu.,
version=TLSv1/SSLv3, verify=FAIL, cipher=AES128-SHA, bits=128/128
Nov 20 09:43:19 rt4 sm-mta[23211]: qAKEhIl0023209: to=,
ctladdr= (10007/10007), delay=00:00:01,
xdelay=00:00:01, mailer=esmtp, pri=120347, relay=edge1.sc.sbu.edu.
[130.245.9.210], dsn=2.0.0, stat=Sent (<
201211201443.qakehis6023...@rt4.sc.sbu.edu> [InternalId=2648267] Queued
mail for delivery)

Does this mean that the mail does not get from the local RT mail server to
rt-mailgate and then RT itself?  What should be done to fix this?

When I send email to rt4 using exchange, then it does not reach the server
mail.log.

Thanks a bunch.
On Mon, Nov 19, 2012 at 3:30 PM, Thomas Sibley wrote:

> On 11/19/2012 12:27 PM, testwreq wreq wrote:
> > We are a small setup. I would like to avoid setting up the extra fetch
> > mail step. All outgoing emails from RT server are working. Emails sent
> > into RT from exchange server (inbound via email) are not working. They
> > are not reaching the RT server.
> >
> > Any ideas about troubleshooting this will be appreciated.
>
> Read your local RT mail server logs, and provide them to the list if you
> don't know what's happening.
>
> Read your Exchange server logs.
>
> Confirm that mail gets from Exchange to the local RT mail server.  If
> not, fix that.
>
> Confirm that mail gets from the local RT mail server to rt-mailgate and
> then RT itself.  Test by sending mail locally on the RT server using
> /usr/sbin/sendmail.
>
> 
> We're hiring! http://bestpractical.com/jobs
>

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

[testwreq wreq]

We are a small setup. I would like to avoid setting up the extra fetch mail
step. All outgoing emails from RT server are working. Emails sent into RT
from exchange server (inbound via email) are not working. They are not
reaching the RT server.

Any ideas about troubleshooting this will be appreciated.

Thanks so much!
On Fri, Nov 16, 2012 at 2:46 PM, Edsall, William (WJ) wrote:

>  I stand corrected, it does not have to be a manual download of mail.
>
>
> This is just what worked for me, using exchange. In our environment I have
> very little control over the exchange setup, so I went the route of
> fetching the mail myself.
>
> ** **
>
> *From:* testwreq wreq [mailto:testw...@gmail.com]
> *Sent:* Friday, November 16, 2012 2:28 PM
> *To:* Edsall, William (WJ)
> *Cc:* rt-users@lists.bestpractical.com;
> rt-users-requ...@lists.bestpractical.com
> *Subject:* Re: [rt-users] RT 4.0.8 still not receiving incoming tickets
> via email on ubuntu
>
> ** **
>
> I apoligize that things are not clear to me on the mail side.
>
>  
>
> According to RT documentation, we should have MTA e.g. sendmail and it can
> be configured for incoming or outgoing emails. Then why do we need
> fetchmail? Is this necessary?
>
> On Fri, Nov 16, 2012 at 1:22 PM, Edsall, William (WJ) 
> wrote:
>
> Incoming mail is a manual process to grab the mail from exchange, then
> pass it through mailgate.
>
>  
>
> Here’s what I used to achieve incoming mails via Exchange.
>
>  
>
> I used fetchmail with the IMAP protocol – also the ssl flag was necessary
> for our server.
>
>  
>
> Fetchmail command:
>
> fetchmail -f /var/www/html/rt/bin/fetchmailrc --ssl -B 10 --nokeep
>
>  
>
> While testing fetchmail I used the –c flag so it would just check the
> mailbox. Upon success it will give you a count of the number of emails in
> the box. Also use the –v for verbose output while testing. 
>
> Until this command reflects a successful connection to your email server,
> it’s not going to work. 
>
>  
>
> Example fetchmailrc -- replace all  with your own values:
>
> poll  protocol imap:
>
> username  password  mda
> "/var/www/html/rt/bin/rt-mailgate --url http:// --queue
> ‘' --action correspond"
>
>  
>
> Once you get the settings correct, toss the fetchmail script into crontab
> and have it check regularly.
>
>  
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *testwreq wreq
> *Sent:* Friday, November 16, 2012 1:13 PM
> *To:* rt-users@lists.bestpractical.com;
> rt-users-requ...@lists.bestpractical.com
> *Subject:* [rt-users] RT 4.0.8 still not receiving incoming tickets via
> email on ubuntu
>
>  
>
> I have had problems with incoming tickets not being received into RT.
>
>
> My setup is:
>
> ubuntu RT server  12.4
> sendmail is the MTA
>
> Emails sent from the exchange server (domain X) into RTserver
> Emails sent from RT to exchange (outgoing) are working
> Emails sent into RT from exchange server (inbound) are not working.
> /var/log/mail.log does not have any entry for this. I am not sure if the
> mail is reaching the RT server. Is there any configuration required for
> rt-mailgate? sendmails /etc/aliases has the correspondence address for
> general queue already setup. 
>
>
> Could anyone shed some light please?
>
> Many thanks.
>
> ** **
>

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

[testwreq wreq]

I apoligize that things are not clear to me on the mail side.

According to RT documentation, we should have MTA e.g. sendmail and it can
be configured for incoming or outgoing emails. Then why do we need
fetchmail? Is this necessary?

On Fri, Nov 16, 2012 at 1:22 PM, Edsall, William (WJ) wrote:

>  Incoming mail is a manual process to grab the mail from exchange, then
> pass it through mailgate.
>
> ** **
>
> Here’s what I used to achieve incoming mails via Exchange.
>
> ** **
>
> I used fetchmail with the IMAP protocol – also the ssl flag was necessary
> for our server.
>
> ** **
>
> Fetchmail command:
>
> fetchmail -f /var/www/html/rt/bin/fetchmailrc --ssl -B 10 --nokeep
>
> ** **
>
> While testing fetchmail I used the –c flag so it would just check the
> mailbox. Upon success it will give you a count of the number of emails in
> the box. Also use the –v for verbose output while testing. 
>
> Until this command reflects a successful connection to your email server,
> it’s not going to work. 
>
> ** **
>
> Example fetchmailrc -- replace all  with your own values:
>
> poll  protocol imap:
>
> username  password  mda
> "/var/www/html/rt/bin/rt-mailgate --url http:// --queue
> ‘' --action correspond"
>
> ** **
>
> Once you get the settings correct, toss the fetchmail script into crontab
> and have it check regularly.
>
> ** **
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *testwreq wreq
> *Sent:* Friday, November 16, 2012 1:13 PM
> *To:* rt-users@lists.bestpractical.com;
> rt-users-requ...@lists.bestpractical.com
> *Subject:* [rt-users] RT 4.0.8 still not receiving incoming tickets via
> email on ubuntu
>
> ** **
>
> I have had problems with incoming tickets not being received into RT.
>
>
> My setup is:
>
> ubuntu RT server  12.4
> sendmail is the MTA
>
> Emails sent from the exchange server (domain X) into RTserver
> Emails sent from RT to exchange (outgoing) are working
> Emails sent into RT from exchange server (inbound) are not working.
> /var/log/mail.log does not have any entry for this. I am not sure if the
> mail is reaching the RT server. Is there any configuration required for
> rt-mailgate? sendmails /etc/aliases has the correspondence address for
> general queue already setup. 
>
>
> Could anyone shed some light please?
>
> Many thanks.
>

We're hiring! http://bestpractical.com/jobs

[rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

[testwreq wreq]

I have had problems with incoming tickets not being received into RT.

My setup is:

ubuntu RT server  12.4
sendmail is the MTA

Emails sent from the exchange server (domain X) into RTserver
Emails sent from RT to exchange (outgoing) are working
Emails sent into RT from exchange server (inbound) are not working.
/var/log/mail.log does not have any entry for this. I am not sure if the
mail is reaching the RT server. Is there any configuration required for
rt-mailgate? sendmails /etc/aliases has the correspondence address for
general queue already setup.

Could anyone shed some light please?

Many thanks.

We're hiring! http://bestpractical.com/jobs

[rt-users] sendmail on ubuntu 12.0.4 inbound and outbound mail

[testwreq wreq]

We have sendmail on ubuntu for a new install of RT 4.0.8

I have added the following 2 lines in RT_SiteConfig.pm file
Set($SendmailPath, "/usr/sbin/sendmail");
Set($SendmailArguments, "-oi -t");

I will appreciate if someone can point us to complete configuration steps.

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RES: Exchange & rt

[testwreq wreq]

According to the README file ->"Set up users, groups, queues, scrips and
access control before confifuring mail."

What basic users, groups, queues, scrips and access control should be
configured? Is this documented any where?

Thanks.


On Fri, Nov 9, 2012 at 8:48 PM, Kevin Falcone wrote:

> On Fri, Nov 09, 2012 at 09:46:50PM +, Diaulas Castro wrote:
> > If you use Debian/Ubuntu just install ssmtp and put your
> authentication/relay configuration on /etc/ssmtp
>
> A note about ssmtp or programs like it.
> If it doesn't manage a queue of failed email, then if your exchange
> server is ever down and RT tries to send mail, that mail will be lost.
>
> This is why I always use a real MTA in relay mode since it has robust
> queue/retry code.
>
> -kevin
>
> 
> We're hiring! http://bestpractical.com/jobs
>
>

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] can't find /etc/request-tracker4/apache2-modperl2.conf

[testwreq wreq]

Thank you. This helped. Issued the following commands to fix it:
issued the following commands to install and enable the module in Apache:
 apt-get install libapache2-mod-perl2
 a2enmod perl

Restarted apache2. The web interface works fine. However, apache restart
gave the following error:
[Thu Nov 08 13:56:57 2012] [warn] NameVirtualHost *:80 has no VirtualHosts
   ...done.

What could be wrong in this file? this is rt file and enabled in
sites-enabled directory.


   # Optional apache logs for RT
   # ErrorLog /opt/rt4/var/log/apache2.error
   # TransferLog /opt/rt4/var/log/apache2.access
   # LogLevel debug
 AddDefaultCharset UTF-8
 DocumentRoot "/rt/share/html"
 
 Order allow,deny
 Allow from all
SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /rt/sbin/rt-server
 
 
use Plack::Handler::Apache2;
Plack::Handler::Apache2->preload("/rt/sbin/rt-server");
 




On Thu, Nov 8, 2012 at 1:27 PM, Paul Tomblin  wrote:

>
>
> On Thu, Nov 8, 2012 at 12:37 PM, testwreq wreq  wrote:
>
>> Actually now this is my host file. When I restart apache, I get the
>> following error:
>> PerlResponseHandler', perhaps misspelled or defined by a module not
>> included in the server configuration...
>>
>>
>
> Do you have your mod_perl handler included in Apache?  If you look in
> /etc/apache2/mods-enabled, you should see a "perl.load" which should be a
> symlink to a file of the same name in ../mods-available.
>
>
>
> --
> http://www.linkedin.com/in/paultomblin
> http://careers.stackoverflow.com/ptomblin
>
>
> 
> We're hiring! http://bestpractical.com/jobs
>
>

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Re: [rt-users] can't find /etc/request-tracker4/apache2-modperl2.conf

[testwreq wreq]

Actually now this is my host file. When I restart apache, I get the
following error:
PerlResponseHandler', perhaps misspelled or defined by a module not
included in the server configuration...

Probably it is something with Apache.
make testdeps
make fixdeps
both return all dependencies found.

How should I fix this?



 

   AddDefaultCharset UTF-8
   DocumentRoot "/opt/rt4/share/html"

   
   Order allow,deny
   Allow from all

   SetHandler modperl
   PerlResponseHandler Plack::Handler::Apache2
   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
   
   
   use Plack::Handler::Apache2;

Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
   
   


On Thu, Nov 8, 2012 at 12:15 PM, Dominic Hargreaves <
dominic.hargrea...@it.ox.ac.uk> wrote:

> On Thu, Nov 08, 2012 at 11:33:04AM -0500, testwreq wreq wrote:
> > We followed the instructions on
> > http://www.bestpractical.com/rt/docs/latest/README.html to install RT4
> on
> > ubuntu
> >
> > We ran step 6a "Make install" to install RT in /rt folder
> >
> > I am looking at the wiki's to setup apache and most of the documentation
> > that I have come accross mentions to include apache3-modperl2.conf. RT
> did
> > not install this in the /etc folder. What could we be missing?
> >
> > thanks so much in advance for helping us to resolve the setup.
>
> You're confusing the method of installing from source with installing
> the Debian/Ubuntu packge; the file in /etc you refer to comes from
> the latter. What you want if you're already installed from source is
>
> http://www.bestpractical.com/rt/docs/latest/web_deployment.html
>
> (could that perhaps be linked from README?)
>
> --
> Dominic Hargreaves, Systems Development and Support Section
> IT Services, University of Oxford
>
> 
> We're hiring! http://bestpractical.com/jobs
>
>

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[rt-users] can't find /etc/request-tracker4/apache2-modperl2.conf

[testwreq wreq]

We followed the instructions on
http://www.bestpractical.com/rt/docs/latest/README.html to install RT4 on
ubuntu

We ran step 6a "Make install" to install RT in /rt folder

I am looking at the wiki's to setup apache and most of the documentation
that I have come accross mentions to include apache3-modperl2.conf. RT did
not install this in the /etc folder. What could we be missing?

thanks so much in advance for helping us to resolve the setup.

===

open apache2 configuration file.

 vi /etc/apache2/sites-available/default

At the end of this file :

 Include /etc/request-tracker4/apache2-modperl2.conf
 RedirectMatch ^/$ /rt
 

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[rt-users] apache2 configuration on ubuntu

[testwreq wreq]

I have new install of RT4 on ubuntu 12.0.8.

RT4 is installed in /rt folder.

Can someone pls advise on apache confiuration because apache2 is different
from centos

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[rt-users] RT4.0.8 new install to configure with exchange

[testwreq wreq]

We are using Ubuntu 12.0.4 for RT. Is there any documentation on
configuring email with the exchange server?

Thanks.

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[rt-users] rt 4.0.8 mail to exchange

[testwreq wreq]

Hi, can someone please point me on how to set up mail on RT to link to our
exchange server? This is a new install on ubuntu 12.0.4

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Re: [rt-users] xml:rss ... missing

[testwreq wreq]

apt-get install libxml-rss-perl worked perfect.

Thanks you so much!
On Tue, Nov 6, 2012 at 11:54 AM, Tim Cutts  wrote:

>
> On 6 Nov 2012, at 16:46, testwreq wreq  wrote:
>
> > After running fixdeps, got an error:
> >
> > SOME DEPENDENCIES WERE MISSING.
> > MASON missing dependencies:
> > XML::RSS ...MISSING
> > Can't locate XML/RSS.pm in @INC (@INC contains:
> /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
> /usr/local/lib/site_perl /rt/rt-4.0.8)
> > make: *** [testdeps] Error 1
> >
> > How should we install this dependency?
> >
>
> apt-get install libxml-rss-perl
>
> should sort it out for you.
>
> Tim
>
> --
>  The Wellcome Trust Sanger Institute is operated by Genome Research
>  Limited, a charity registered in England with number 1021457 and a
>  company registered in England with number 2742969, whose registered
>  office is 215 Euston Road, London, NW1 2BE.
>

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Re: [rt-users] xml:rss ... missing

[testwreq wreq]

We are using ubuntu 12.04 and RT 4.0.8

I tried CPAN XLS::RSS but it gave me bunch of errors (end of the errors
listed below). What is the best way to install this dependency manually?

t/xml-base.t (Wstat: 512 Tests: 0 Failed: 0)
  Non-zero exit status: 2
  Parse errors: Bad plan.  You planned 13 tests but ran 0.
t/save-while-in-taint-mode.t (Wstat: 512 Tests: 0 Failed: 0)
  Non-zero exit status: 2
  Parse errors: Bad plan.  You planned 1 tests but ran 0.
Files=36, Tests=23,  1 wallclock secs ( 0.14 usr  0.13 sys +  1.00 cusr
0.28 csys =  1.55 CPU)
Result: FAIL
Failed 32/36 test programs. 10/23 subtests failed.
  SHLOMIF/XML-RSS-1.49.tar.gz
one dependency not OK (XML::Parser); additionally test harness failed
  ./Build test -- NOT OK
//hint// to see the cpan-testers results for installing this module, try:
  reports SHLOMIF/XML-RSS-1.49.tar.gz
Running Build install
  make test had returned bad status, won't install without force

On Tue, Nov 6, 2012 at 11:54 AM, 20/20 Lab  wrote:

>  When I've installed it, I've found a lot of modules that can not / will
> not 'fixdeps' there way in.  I'm not sure why, but grabbing the modules
> from cpan and installing the individual modules worked out fine.
>
> http://search.cpan.org/~shlomif/XML-RSS-1.49/lib/XML/RSS.pm
>
> -Matt
>
>
> On 11/06/2012 08:46 AM, testwreq wreq wrote:
>
> After running fixdeps, got an error:
>
> SOME DEPENDENCIES WERE MISSING.
> MASON missing dependencies:
> XML::RSS ...MISSING
> Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
> /usr/local/lib/site_perl /rt/rt-4.0.8)
> make: *** [testdeps] Error 1
>
> How should we install this dependency?
>
> Thanx in advance.
>
>
> 
> We're hiring! http://bestpractical.com/jobs
>
>
>
> 
> We're hiring! http://bestpractical.com/jobs
>
>

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[rt-users] xml:rss ... missing

[testwreq wreq]

After running fixdeps, got an error:

SOME DEPENDENCIES WERE MISSING.
MASON missing dependencies:
XML::RSS ...MISSING
Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl
/usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
/usr/local/lib/site_perl /rt/rt-4.0.8)
make: *** [testdeps] Error 1

How should we install this dependency?

Thanx in advance.

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Re: [rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help

[testwreq wreq]

Thank you so much. apt-get install gcc helped.


On Tue, Nov 6, 2012 at 10:56 AM, Dominic Hargreaves <
dominic.hargrea...@it.ox.ac.uk> wrote:

> On Tue, Nov 06, 2012 at 10:39:18AM -0500, testwreq wreq wrote:
> > I am following installation instructions from the README:
> > http://bestpractical.com/rt/docs/latest/README.html
> >
> > RT configure command failed with the following error on my new ubuntu
> > install. I will appreciate if anyone can advise a way to proceed further?
> > What is the fix for this error?
> >
> >
> > root@rt:/rt/rt-4.0.8# ./configure --prefix=/rt --with-web-user=www-data
> > --with-web-group=www-data
> > checking for a BSD-compatible install... /usr/bin/install -c
> > checking for perl... /usr/bin/perl
> > checking for chosen layout... relative
> > checking if group rt3 exists... not found
> > checking if group rt exists... not found
> > checking if group www-data exists... found
> > checking if database name is set... yes
> > checking if database name is valid... yes
> > checking for gcc... no
> > checking for cc... no
> > checking for cl.exe... no
> > configure: error: in `/rt/rt-4.0.8':
> > configure: error: no acceptable C compiler found in $PATH
> > See `config.log' for more details
>
> I imagine the quickest way to proceed will be to first run
>
> apt-get install gcc
>
> as root.
>
> However I am a bit confused as to why gcc is being required, as I
> don't believe any native code is being compiled. Does autotools just
> assume that it will be needed at some point or is it left over from
> long ago when there were SUID wrappers?
>
> Cheers,
> Dominic.
>
> --
> Dominic Hargreaves, Systems Development and Support Section
> IT Services, University of Oxford
>
> 
> We're hiring! http://bestpractical.com/jobs
>
>

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[rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help

[testwreq wreq]

I am following installation instructions from the README:
http://bestpractical.com/rt/docs/latest/README.html

RT configure command failed with the following error on my new ubuntu
install. I will appreciate if anyone can advise a way to proceed further?
What is the fix for this error?


root@rt:/rt/rt-4.0.8# ./configure --prefix=/rt --with-web-user=www-data
--with-web-group=www-data
checking for a BSD-compatible install... /usr/bin/install -c
checking for perl... /usr/bin/perl
checking for chosen layout... relative
checking if group rt3 exists... not found
checking if group rt exists... not found
checking if group www-data exists... found
checking if database name is set... yes
checking if database name is valid... yes
checking for gcc... no
checking for cc... no
checking for cl.exe... no
configure: error: in `/rt/rt-4.0.8':
configure: error: no acceptable C compiler found in $PATH
See `config.log' for more details

Below is more information from config.log file:
## --- ##
## Core tests. ##
## --- ##
configure:2006: checking for a BSD-compatible install
configure:2074: result: /usr/bin/install -c
configure:2088: checking for perl
configure:2106: found /usr/bin/perl
configure:2119: result: /usr/bin/perl
configure:2497: checking for chosen layout
configure:2510: result: relative
configure:2712: checking if group rt3 exists
configure:2718: result: not found
configure:2712: checking if group rt exists
configure:2718: result: not found
configure:2712: checking if group www-data exists
configure:2715: result: found
configure:2744: checking if database name is set
configure:2747: result: yes
configure:2755: checking if database name is valid
configure:2758: result: yes
configure:2849: checking for gcc
configure:2879: result: no
configure:2942: checking for cc
configure:2989: result: no
configure:3045: checking for cl.exe
configure:3075: result: no
configure:3099: error: in `/rt/rt-4.0.8':
configure:3101: error: no acceptable C compiler found in $PATH
See `config.log' for more details

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Re: [rt-users] PerlRequire /data/rt3/bin/webmux.pl

[testwreq wreq]

It is https://devrt.cs.stonybrook.edu

On Tue, Apr 10, 2012 at 11:02 AM, testwreq wreq  wrote:

> Ruslan, Thanks. While I was sending you the script, I found out that I had
> an extra # before the perl path. removing that fixed the apache error. I am
> able to start the apache server. However, RT still does not work. When I
> try to access the RT application via the browser, it gives me a warning..
> It is trying to open a file and it seems like that it cannot find the
> correct mime type of open the file,
>
> https://devrt.cs.sunysb.edu
>
>
>
>
> On Tue, Apr 10, 2012 at 10:24 AM, Ruslan Zakirov 
> wrote:
>
>> Can you show what is in webmux.pl up to line 55?
>>
>> On Tue, Apr 10, 2012 at 17:38, testwreq wreq  wrote:
>> > Unfortunately, this is the only error in the apache logs:
>> >
>> > [Tue Apr 10 09:07:10 2012] [error] "use" not allowed in expression at
>> > /data/rt3/bin/webmux.pl line 49, at end of line\nsyntax error at
>> > /data/rt3/bin/webmux.pl line 49, near "use strict"\nBEGIN not safe
>> after
>> > errors--compilation aborted at /data/rt3/bin/webmux.pl line
>> 58.\nCompilation
>> > failed in require at (eval 7) line 1.\n
>> >
>> > I am able to start apache if I comment PerlRequire
>> > /data/rt3/bin/webmux.pl in the apache conf files.
>> >
>> >
>> >
>> > On Tue, Apr 10, 2012 at 9:26 AM, Ruslan Zakirov 
>> > wrote:
>> >>
>> >> there should be more errors. what you pasted is too late to understand
>> >> where the real problem is.
>> >>
>> >> On Tue, Apr 10, 2012 at 17:13, testwreq wreq 
>> wrote:
>> >> >
>> >> >  I upgraded centos from 5.5 to 5.8 . I am unable to start the http
>> >> > server.
>> >> > The error in the logs is
>> >> > "use" not allowed in expression at /data/rt3/bin/webmux.pl line 49,
>> at
>> >> > end
>> >> > of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use
>> >> > strict"\nBEGIN not safe after errors--compilation aborted at
>> >> > /data/rt3/bin/webmux.pl line 58.\nCompilation failed in require at
>> (eval
>> >> > 7)
>> >> > line 1
>> >> >
>> >> > If the comment the PerlRequire line in my conf file, I can start the
>> >> > httpd
>> >> > server. Any ideas how to fix this?
>> >> >
>> >> >  
>> >> >ServerName devrt.cs.stonybrook.edu
>> >> >DocumentRoot /data/rt3/share/html
>> >> >AddDefaultCharset UTF-8
>> >> >PerlModule Apache::DBI
>> >> >PerlRequire /data/rt3/bin/webmux.pl
>> >> >
>> >> > 
>> >> > SetHandler perl-script
>> >> > PerlHandler RT::Mason
>> >> > 
>> >> >ErrorLog logs/ssl_error_log
>> >> >TransferLog logs/ssl_access_log
>> >> >LogLevel warn
>> >> >
>> >> >   SSLRequireSSL
>> >> >
>> >> > SSLEngine on
>> >> > SSLProtocol all -SSLv2
>> >> > SSLCipherSuite
>> >> > ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
>> >> > SSLCACertificateFile
>> >> > /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer
>> >> > SSLCertificateFile
>> >> > /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer
>> >> > SSLCertificateKeyFile
>> >> > /etc/sslcertificate/devwww.cs.sunysb.edu.key
>> >> > 
>> >> >
>> >> > Thanks much.
>> >>
>> >>
>> >>
>> >> --
>> >> Best regards, Ruslan.
>> >
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>

Re: [rt-users] PerlRequire /data/rt3/bin/webmux.pl

[testwreq wreq]

Ruslan, Thanks. While I was sending you the script, I found out that I had
an extra # before the perl path. removing that fixed the apache error. I am
able to start the apache server. However, RT still does not work. When I
try to access the RT application via the browser, it gives me a warning..
It is trying to open a file and it seems like that it cannot find the
correct mime type of open the file,

https://devrt.cs.sunysb.edu




On Tue, Apr 10, 2012 at 10:24 AM, Ruslan Zakirov wrote:

> Can you show what is in webmux.pl up to line 55?
>
> On Tue, Apr 10, 2012 at 17:38, testwreq wreq  wrote:
> > Unfortunately, this is the only error in the apache logs:
> >
> > [Tue Apr 10 09:07:10 2012] [error] "use" not allowed in expression at
> > /data/rt3/bin/webmux.pl line 49, at end of line\nsyntax error at
> > /data/rt3/bin/webmux.pl line 49, near "use strict"\nBEGIN not safe after
> > errors--compilation aborted at /data/rt3/bin/webmux.pl line
> 58.\nCompilation
> > failed in require at (eval 7) line 1.\n
> >
> > I am able to start apache if I comment PerlRequire
> > /data/rt3/bin/webmux.pl in the apache conf files.
> >
> >
> >
> > On Tue, Apr 10, 2012 at 9:26 AM, Ruslan Zakirov 
> > wrote:
> >>
> >> there should be more errors. what you pasted is too late to understand
> >> where the real problem is.
> >>
> >> On Tue, Apr 10, 2012 at 17:13, testwreq wreq 
> wrote:
> >> >
> >> >  I upgraded centos from 5.5 to 5.8 . I am unable to start the http
> >> > server.
> >> > The error in the logs is
> >> > "use" not allowed in expression at /data/rt3/bin/webmux.pl line 49,
> at
> >> > end
> >> > of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use
> >> > strict"\nBEGIN not safe after errors--compilation aborted at
> >> > /data/rt3/bin/webmux.pl line 58.\nCompilation failed in require at
> (eval
> >> > 7)
> >> > line 1
> >> >
> >> > If the comment the PerlRequire line in my conf file, I can start the
> >> > httpd
> >> > server. Any ideas how to fix this?
> >> >
> >> >  
> >> >ServerName devrt.cs.stonybrook.edu
> >> >DocumentRoot /data/rt3/share/html
> >> >AddDefaultCharset UTF-8
> >> >PerlModule Apache::DBI
> >> >PerlRequire /data/rt3/bin/webmux.pl
> >> >
> >> > 
> >> > SetHandler perl-script
> >> > PerlHandler RT::Mason
> >> > 
> >> >ErrorLog logs/ssl_error_log
> >> >TransferLog logs/ssl_access_log
> >> >LogLevel warn
> >> >
> >> >   SSLRequireSSL
> >> >
> >> > SSLEngine on
> >> > SSLProtocol all -SSLv2
> >> > SSLCipherSuite
> >> > ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
> >> > SSLCACertificateFile
> >> > /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer
> >> > SSLCertificateFile
> >> > /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer
> >> > SSLCertificateKeyFile
> >> > /etc/sslcertificate/devwww.cs.sunysb.edu.key
> >> > 
> >> >
> >> > Thanks much.
> >>
> >>
> >>
> >> --
> >> Best regards, Ruslan.
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>

Re: [rt-users] PerlRequire /data/rt3/bin/webmux.pl

[testwreq wreq]

Unfortunately, this is the only error in the apache logs:

[Tue Apr 10 09:07:10 2012] [error] "use" not allowed in expression at
/data/rt3/bin/webmux.pl line 49, at end of line\nsyntax error at
/data/rt3/bin/webmux.pl line 49, near "use strict"\nBEGIN not safe after
errors--compilation aborted at /data/rt3/bin/webmux.pl line
58.\nCompilation failed in require at (eval 7) line 1.\n

I am able to start apache if I comment PerlRequire /data/rt3/bin/webmux.pl in
the apache conf files.



On Tue, Apr 10, 2012 at 9:26 AM, Ruslan Zakirov wrote:

> there should be more errors. what you pasted is too late to understand
> where the real problem is.
>
> On Tue, Apr 10, 2012 at 17:13, testwreq wreq  wrote:
> >
> >  I upgraded centos from 5.5 to 5.8 . I am unable to start the http
> server.
> > The error in the logs is
> > "use" not allowed in expression at /data/rt3/bin/webmux.pl line 49, at
> end
> > of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use
> > strict"\nBEGIN not safe after errors--compilation aborted at
> > /data/rt3/bin/webmux.pl line 58.\nCompilation failed in require at
> (eval 7)
> > line 1
> >
> > If the comment the PerlRequire line in my conf file, I can start the
> httpd
> > server. Any ideas how to fix this?
> >
> >  
> >ServerName devrt.cs.stonybrook.edu
> >DocumentRoot /data/rt3/share/html
> >AddDefaultCharset UTF-8
> >PerlModule Apache::DBI
> >PerlRequire /data/rt3/bin/webmux.pl
> >
> > 
> > SetHandler perl-script
> > PerlHandler RT::Mason
> > 
> >ErrorLog logs/ssl_error_log
> >TransferLog logs/ssl_access_log
> >LogLevel warn
> >
> >   SSLRequireSSL
> >
> > SSLEngine on
> > SSLProtocol all -SSLv2
> > SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
> > SSLCACertificateFile
> > /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer
> > SSLCertificateFile
> /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer
> > SSLCertificateKeyFile
> /etc/sslcertificate/devwww.cs.sunysb.edu.key
> > 
> >
> > Thanks much.
>
>
>
> --
> Best regards, Ruslan.
>

[rt-users] PerlRequire /data/rt3/bin/webmux.pl

[testwreq wreq]

 I upgraded centos from 5.5 to 5.8 . I am unable to start the http server.
The error in the logs is
*"use" not allowed in expression at /data/rt3/bin/webmux.pl line 49, at end
of line\nsyntax error at /data/rt3/bin/webmux.pl line 49, near "use
strict"\nBEGIN not safe after errors--compilation aborted at /data/rt3/bin/
webmux.pl line 58.\nCompilation failed in require at (eval 7) line 1*

If the comment the PerlRequire line in my conf file, I can start the httpd
server. *Any ideas how to fix this?*

 
   ServerName devrt.cs.stonybrook.edu
   DocumentRoot /data/rt3/share/html
   AddDefaultCharset UTF-8
   PerlModule Apache::DBI
   *PerlRequire /data/rt3/bin/webmux.pl*


SetHandler perl-script
PerlHandler RT::Mason

   ErrorLog logs/ssl_error_log
   TransferLog logs/ssl_access_log
   LogLevel warn
   
  SSLRequireSSL
   
SSLEngine on
SSLProtocol all -SSLv2
SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
SSLCACertificateFile
/etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer
SSLCertificateFile /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer
SSLCertificateKeyFile /etc/sslcertificate/devwww.cs.sunysb.edu.key


Thanks much.

Re: [rt-users] local perl for rt 3.8.2

[testwreq wreq]

I am sorry I am so new for RT and perl.

I installed perl-5.14.2 in a local directory and CD'd to that directory
before running configure script. and then  using local perl installed
missing modules
/root/localperl/bin/perl -MCPAN -e 'install Bundle::Interchange'

I did not run fixdeps. I already have a running version of RT 3.8.2. I want
to point it to the perl I installed in the local directory.

The reason I am doing this is because, I have to upgrade centos from 5.5 to
5.8 (which is the latest). I did an upgrade on my test machine and I could
not start the http server. The error logs showed some TEMP dependancy
missing for RT. After installing that TEMP perl module, I could start the
httpd server but could not access the RT application from the browser. It
tries to open some(?) file and fails due to missing mime type. Then I
installed mime types from the source but this also did not fix it. I cannot
understand what this centos upgrade did.

I am completly lost. Now I am wondering, if by installing a new version of
perl and have RT point to that will fix the issue or not?

Any ideas please let me know.

Thanks much.

On Mon, Apr 9, 2012 at 4:08 PM, Ruslan Zakirov wrote:

> On Mon, Apr 9, 2012 at 22:10, Tim Cutts  wrote:
> >
> > On 9 Apr 2012, at 19:04, testwreq wreq wrote:
> >
> >> RT gurus:
> >>
> >> Is there any CONF file on RT that can change the RT perl files to point
> to local perl or should all .pl files be changed individually?
> >>
> >> For example, currently pl files are pointing to #!/usr/bin/perl ; I
> want to point them to #!/root/localperl/perl-5.14.2
> >
> > Does the right thing happen if you set the PERL environment variable to
> that value before running the configure script?  Then things like make
> fixdeps will Do The Right Thing and make sure your new perl will have all
> the right modules installed.
>
> It should work as expected.
>
>
> >
> > Tim
> >
> >
> >
> > --
> >  The Wellcome Trust Sanger Institute is operated by Genome Research
> >  Limited, a charity registered in England with number 1021457 and a
> >  company registered in England with number 2742969, whose registered
> >  office is 215 Euston Road, London, NW1 2BE.
>
>
>
> --
> Best regards, Ruslan.
>

Re: [rt-users] local perl for rt 3.8.2

[testwreq wreq]

I am sorry I am so new for RT and perl.

I installed perl-5.14.2 in a local directory and CD'd to that directory
before running configure script. and then  using local perl installed
missing modules
/root/localperl/bin/perl -MCPAN -e 'install Bundle::Interchange'
I did not run fixdeps. I already have a running version of RT 3.8.2. I want
to point it to the perl I installed in the local directory.

The reason I am doing this is because, I have to upgrade centos from 5.5 to
5.8 (which is the latest). I did an upgrade on my test machine and I could
not start the http server. The error logs showed some TEMP dependancy
missing for RT. After installing that TEMP perl module, I could start the
httpd server but could not access the RT application from the browser. It
tries to open some(?) file and fails due to missing mime type. Then I
installed mime types from the source but this also did not fix it. I cannot
understand what this centos upgrade did.

I am completly lost. Now I am wondering, if by installing a new version of
perl and have RT point to that will fix the issue or not?

Any ideas please let me know.

Thanks much.

On Mon, Apr 9, 2012 at 2:10 PM, Tim Cutts  wrote:

>
> On 9 Apr 2012, at 19:04, testwreq wreq wrote:
>
> > RT gurus:
> >
> > Is there any CONF file on RT that can change the RT perl files to point
> to local perl or should all .pl files be changed individually?
> >
> > For example, currently pl files are pointing to #!/usr/bin/perl ; I want
> to point them to #!/root/localperl/perl-5.14.2
>
> Does the right thing happen if you set the PERL environment variable to
> that value before running the configure script?  Then things like make
> fixdeps will Do The Right Thing and make sure your new perl will have all
> the right modules installed.
>
> Tim
>
>
>
> --
>  The Wellcome Trust Sanger Institute is operated by Genome Research
>  Limited, a charity registered in England with number 1021457 and a
>  company registered in England with number 2742969, whose registered
>  office is 215 Euston Road, London, NW1 2BE.
>

[rt-users] local perl for rt 3.8.2

[testwreq wreq]

RT gurus:

Is there any CONF file on RT that can change the RT perl files to point to
local perl or should all .pl files be changed individually?

For example, currently pl files are pointing to #!/usr/bin/perl ; I want to
point them to #!/root/localperl/perl-5.14.2

Thanks much in advance.

Re: [rt-users] centos OS upgrade broke RT 3.8.2

[testwreq wreq]

Dear Jeff,

Unfortunately, it did not fix the problem. Encode was up to date.

[root@www2 ~]#  perl -MCPAN -e "install Encode"
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Sun, 18 Mar 2012 23:12:50 GMT
Encode is up to date.



On Mon, Mar 19, 2012 at 3:03 PM, Jeff Blaine  wrote:

> On 3/19/2012 1:54 PM, testwreq wreq wrote:
>
>> What mime_name should I be looking for?
>>
>
> None.
>
> I guess I was too terse.
>
> CentOS "upgraded" your Perl "Encode" module for you and
> the version that RH and CentOS push out breaks RT.  The
> version they push out (which breaks things) is lacking
> an attribute or function called mime_name.  You don't
> need to know that to fix it, I am only telling you so
> that if you see "mime_name" mentioned in an error some
> time, you will have some context for it.
>
> To fix, just do this:
>
>
>perl -MCPAN -e "install Encode"
>
>  On Mon, Mar 19, 2012 at 1:47 PM, Jeff Blaine >  <mailto:jbla...@kickflop.net>> wrote:
>>
>>On 3/19/2012 1:34 PM, testwreq wreq wrote:
>>
>>Hi
>>I upgraded centos from 5.5 to 5.8 release on my development
>>server. I
>>cannot get RT to work. My RT installation is under data/rt3
>>folder. The
>>document rool is .../share/html; When we try to access the RT
>>host name
>>on the browser, it does not reach the index.html file location
>>in the
>>document root of RT, bur instead tries to open some file and is
>>looking
>>for a filetype to open it with
>>I ran ./rt-test-dependencies --with-modperl1 on both development
>> and
>>production. there are following things missing on both
>>  Apache::Request...MISSING
>>CORE missing dependencies:
>> Encode >= 2.13...MISSING
>> Encode version 2.13 required--this is only
>>version 2.12
>>However, the production centos  is not updgraded and it is
>>working. I
>>don't get any errors in the error log. Could anyone help us to
>>find what
>>the problem could be?
>>thanks much:)
>>
>>
>>perl -MCPAN -e "install Encode"
>>
>>Red Hat / CentOS updates nearly always screw up something with
>>the "Encode" that RT expects.  The RH or CentOS one lacks mime_name
>>somewhere.
>>
>>
>>

Re: [rt-users] centos OS upgrade broke RT 3.8.2

[testwreq wreq]

What mime_name should I be looking for?

On Mon, Mar 19, 2012 at 1:47 PM, Jeff Blaine  wrote:

>  On 3/19/2012 1:34 PM, testwreq wreq wrote:
>
>> Hi
>> I upgraded centos from 5.5 to 5.8 release on my development server. I
>> cannot get RT to work. My RT installation is under data/rt3 folder. The
>> document rool is .../share/html; When we try to access the RT host name
>> on the browser, it does not reach the index.html file location in the
>> document root of RT, bur instead tries to open some file and is looking
>> for a filetype to open it with
>> I ran ./rt-test-dependencies --with-modperl1 on both development and
>> production. there are following things missing on both
>>  Apache::Request...MISSING
>> CORE missing dependencies:
>> Encode >= 2.13...MISSING
>> Encode version 2.13 required--this is only version 2.12
>> However, the production centos  is not updgraded and it is working. I
>> don't get any errors in the error log. Could anyone help us to find what
>> the problem could be?
>> thanks much:)
>>
>
> perl -MCPAN -e "install Encode"
>
> Red Hat / CentOS updates nearly always screw up something with
> the "Encode" that RT expects.  The RH or CentOS one lacks mime_name
> somewhere.
>

[rt-users] centos OS upgrade broke RT 3.8.2

[testwreq wreq]

Hi

I upgraded centos from 5.5 to 5.8 release on my development server. I
cannot get RT to work. My RT installation is under data/rt3 folder. The
document rool is .../share/html; When we try to access the RT host name on
the browser, it does not reach the index.html file location in the document
root of RT, bur instead tries to open some file and is looking for
a filetype to open it with
I ran ./rt-test-dependencies --with-modperl1 on both development and
production. there are following things missing on both

 Apache::Request...MISSING
CORE missing dependencies:
Encode >= 2.13...MISSING
Encode version 2.13 required--this is only version 2.12

However, the production centos  is not updgraded and it is working. I don't
get any errors in the error log. Could anyone help us to find what the
problem could be?
thanks much:)

[rt-users] rt 3.8.2 is not working after upgrade to centos 5.8

[testwreq wreq]

I upgraded centos from 5.5 to 5.8 release. I cannot get RT to work. the
browser tries to find some filetype to open a file.

Has anyone experienced this issue?

[rt-users] reject certain emails to RT

[testwreq wreq]

Hi, Is there a way to make changes in RT to reject certain emails that come
to RT? These emails are particularly some SPAM emails from linkldn.


2011 Training: http://bestpractical.com/services/training.html

[rt-users] How to reject incoming emails to RT from a certain domain?

[testwreq wreq]

We have an RT 3.8.2 setup on linux centOS- We would like to be able to block
emailed tickets created from a certain domain ("linkdn");

Can anyone advise the best way to do this?

Thanks,andy

Re: [rt-users] rt_logins_email2ldap -h

[testwreq wreq]

Thank you. That worked.

I have another question, if someone can answer. I want to check what would
be done if I give -w option.
I get a list of don't touch emails IDs as below. What does this indicate?


[r...@devwww RT-Authen-ExternalAuth]# ./rt_logins_email2ldap -v -a
[External] [200...@gmail.com -> Don't touch: external email]
Email:200...@gmail.com 
[External] [aannap...@cs.suny.edu -> Don't touch: external email]
Email:aannap...@cs.suny.edu 
[Local]   [root -> don't touch: local account / exception]
Email:r...@localhost

On Tue, Nov 2, 2010 at 3:47 PM, Ruslan Zakirov wrote:

> Use lib should include local lib path as well.
>
> Regards, Ruslan. From phone.
> 2010 11 2 21:32 пользователь "testwreq wreq"  написал:
>
>
> > I have RT 3.8.2; I have followed the wiki for external authentication.
> Now,
> > I am at the step where I have to clean the emal addresses for ldap
> > usernames. the wiki for this is
> > http://wiki.bestpractical.com/view/rt_logins_email2ldap
> >
> > I changed "use lib" in the code to use lib qw(/data/rt3/lib); All the
> > external authentication modules are located in
> > /data/rt3/local/plugins/RT-Authen-ExternalAuth
> > folder.
> >
> > When I run ./rt_logins_email2ldap -h, I get errors as follows:
> > Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains:
> /data/rt3/lib
> > /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
> > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
> > /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
> > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
> > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .)
> at
> > /data/rt3/lib/RT.pm line 625.
> >
> > Can anyone assist on this issue?
> >
> > Thank you in advance .. sbu
>

[rt-users] rt_logins_email2ldap -h

[testwreq wreq]

I have RT 3.8.2; I have followed the wiki for external authentication. Now,
I am at the step where I have to clean the emal addresses for ldap
usernames. the wiki for this is
http://wiki.bestpractical.com/view/rt_logins_email2ldap

I changed "use lib" in the code to use lib qw(/data/rt3/lib); All the
external authentication modules are located in
/data/rt3/local/plugins/RT-Authen-ExternalAuth
folder.

When I run ./rt_logins_email2ldap -h, I get errors as follows:
Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /data/rt3/lib
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at
/data/rt3/lib/RT.pm line 625.

Can anyone assist on this issue?

Thank you in advance .. sbu

[rt-users] rt_logins_email2ldap -h gives cannot locate errors in @(INC...

[testwreq wreq]

I have RT 3.8.2; I have followed the wiki for external authentication. Now,
I am at the step where I have to clean the emal addresses for ldap
usernames. the wiki for this is
http://wiki.bestpractical.com/view/rt_logins_email2ldap

I changed "use lib" in the code to use lib qw(/data/rt3/lib); All the
external authentication modules are located in
/data/rt3/local/plugins/RT-Authen-ExternalAuth
folder.

When I run ./rt_logins_email2ldap -h, I get errors as follows:
Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /data/rt3/lib
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at
/data/rt3/lib/RT.pm line 625.

Can anyone assist on this issue?

Thank you in advance .. sbu

Re: [rt-users] mandatory subject

[testwreq wreq]

Changes to Email.pm worked when a ticket is created by sending email to RT .
Has anyone attempted to implement writing a scrip?

I could not get *RT-Extension-MandatorySubject* plugin to work for opening
tickets via the web interface. I am hoping writing scrip may work for both
the cases.

-vm
On Tue, Oct 5, 2010 at 3:30 PM, testwreq wreq  wrote:

> YOU ALL ARE THE BEST!!!
>
> I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying
> replacing the changes to local/lib/RT/Interface/Email.pm
>
> Thanks a million,
> vm
>   On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin 
> wrote:
>
>> Or saving the changed file in local/lib/RT/Interface/Email.pm instead.
>> That way you don't lose the changes at the next upgrade.
>>
>> --
>> Mathieu Longtin
>> 1-514-803-8977
>>
>>
>>   On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson <
>> steve.ander...@bipsolutions.com> wrote:
>>
>>>  As with the thread mentioned by Konstantin, a lot of it will depend on
>>> how you bring the email into RT.
>>>
>>> If I were doing it, with the way I have RT set up, I'd just adjust the
>>> Exim filter I'm using to check for a blank subject, and send a bounce email
>>> on that. But I'm doing a bundle of filtering already. If you're just using a
>>> mail alias with sendmail, that's going to need more work. The thread
>>> mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
>>> check for a subject, before it's accepted.
>>>
>>>
>>>
>>> Steve Anderson
>>>
>>>
>>>
>>>
>>> From: testwreq wreq [mailto:testw...@gmail.com]
>>> Sent: 05 October 2010 18:17
>>> To: Steve Anderson
>>> Cc: rt-users@lists.bestpractical.com
>>> Subject: Re: [rt-users] mandatory subject
>>>
>>> I meant don't create a ticket, if there's no subject.  I'd like bounce
>>> the request back to sender asking to create it again with some subject.
>>>
>>>
>>>
>>> On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson <
>>> steve.ander...@bipsolutions.com> wrote:
>>> Depends what you mean by mandatory.
>>>
>>> If you mean a default, if the inbound email doesn't have a subject,
>>> should be possible to have a create scrip that sets the ticket's title, if
>>> it doesn't have one.
>>> Something like a scrip with the on create condition, then something like
>>> the following in the custom action cleanup. (not tested in any way)
>>>
>>> my $t_subject = $self->TicketObj->Subject;
>>> if ($t_subject eq ''){
>>> $self->TicketObj->SetSubject('No subject given');
>>> }
>>>
>>>  I'd probably set the stage to transactionbatch.
>>>
>>>
>>>
>>> If you mean don't create a ticket, if there's no subject, I'd suggest
>>> doing that with however you're getting the email into RT first. As long as
>>> you're running it through procmail, or an exim filter, or something like
>>> that. Otherwise, you'd need a scrip to send an email, and to close the
>>> ticket. Better not to create it in the first place.
>>>
>>>
>>>
>>> Steve Anderson.
>>>
>>> BiP Solutions Limited is a company registered in Scotland with Company
>>> Number SC086146 and VAT number 383030966 and having its registered
>>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>>
>>>
>>> 
>>> This e-mail (and any attachment) is intended only for the attention of
>>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>>> is not permitted. If you are not the intended recipient, please destroy
>>> all copies and inform the sender by return e-mail.
>>> This e-mail (whether you are the sender or the recipient) may be
>>> monitored, recorded and retained by BiP Solutions Ltd.
>>> E-mail monitoring/ blocking software may be used, and e-mail content may
>>> be read at any time.You have a responsibility to ensure laws are not
>>> broken when composing or forwarding e-mails and their contents.
>>>
>>> 
>>>
>>> 
>>> This email has been scanned by Netintelligence
>>> http://www.netintellige

Re: [rt-users] mandatory subject

[testwreq wreq]

YOU ALL ARE THE BEST!!!

I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying
replacing the changes to local/lib/RT/Interface/Email.pm

Thanks a million,
vm
On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin wrote:

> Or saving the changed file in local/lib/RT/Interface/Email.pm instead. That
> way you don't lose the changes at the next upgrade.
>
> --
> Mathieu Longtin
> 1-514-803-8977
>
>
>   On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson <
> steve.ander...@bipsolutions.com> wrote:
>
>>  As with the thread mentioned by Konstantin, a lot of it will depend on
>> how you bring the email into RT.
>>
>> If I were doing it, with the way I have RT set up, I'd just adjust the
>> Exim filter I'm using to check for a blank subject, and send a bounce email
>> on that. But I'm doing a bundle of filtering already. If you're just using a
>> mail alias with sendmail, that's going to need more work. The thread
>> mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
>> check for a subject, before it's accepted.
>>
>>
>>
>> Steve Anderson
>>
>>
>>
>>
>> From: testwreq wreq [mailto:testw...@gmail.com]
>> Sent: 05 October 2010 18:17
>> To: Steve Anderson
>> Cc: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] mandatory subject
>>
>> I meant don't create a ticket, if there's no subject.  I'd like bounce the
>> request back to sender asking to create it again with some subject.
>>
>>
>>
>> On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson <
>> steve.ander...@bipsolutions.com> wrote:
>> Depends what you mean by mandatory.
>>
>> If you mean a default, if the inbound email doesn't have a subject, should
>> be possible to have a create scrip that sets the ticket's title, if it
>> doesn't have one.
>> Something like a scrip with the on create condition, then something like
>> the following in the custom action cleanup. (not tested in any way)
>>
>> my $t_subject = $self->TicketObj->Subject;
>> if ($t_subject eq ''){
>> $self->TicketObj->SetSubject('No subject given');
>> }
>>
>>  I'd probably set the stage to transactionbatch.
>>
>>
>>
>> If you mean don't create a ticket, if there's no subject, I'd suggest
>> doing that with however you're getting the email into RT first. As long as
>> you're running it through procmail, or an exim filter, or something like
>> that. Otherwise, you'd need a scrip to send an email, and to close the
>> ticket. Better not to create it in the first place.
>>
>>
>>
>> Steve Anderson.
>>
>> BiP Solutions Limited is a company registered in Scotland with Company
>> Number SC086146 and VAT number 383030966 and having its registered
>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>
>>
>> 
>> This e-mail (and any attachment) is intended only for the attention of
>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>> is not permitted. If you are not the intended recipient, please destroy
>> all copies and inform the sender by return e-mail.
>> This e-mail (whether you are the sender or the recipient) may be
>> monitored, recorded and retained by BiP Solutions Ltd.
>> E-mail monitoring/ blocking software may be used, and e-mail content may
>> be read at any time.You have a responsibility to ensure laws are not
>> broken when composing or forwarding e-mails and their contents.
>>
>> 
>>
>> 
>> This email has been scanned by Netintelligence
>> http://www.netintelligence.com/email
>> 
>>
>> BiP Solutions Limited is a company registered in Scotland with Company
>> Number SC086146 and VAT number 383030966 and having its registered
>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>
>>
>> 
>> This e-mail (and any attachment) is intended only for the attention of
>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>> is not permitted. If you are not the intended recipient, please destroy
>> all copies and inform the sender by return e-mail.
>> This e-mail (whether you are the sender or the reci

Re: [rt-users] mandatory subject

[testwreq wreq]

We are using mail alias with sendmail.

On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson <
steve.ander...@bipsolutions.com> wrote:

> As with the thread mentioned by Konstantin, a lot of it will depend on how
> you bring the email into RT.
>
> If I were doing it, with the way I have RT set up, I'd just adjust the Exim
> filter I'm using to check for a blank subject, and send a bounce email on
> that. But I'm doing a bundle of filtering already. If you're just using a
> mail alias with sendmail, that's going to need more work. The thread
> mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
> check for a subject, before it's accepted.
>
>
>
> Steve Anderson
>
>
>
>
> From: testwreq wreq [mailto:testw...@gmail.com]
> Sent: 05 October 2010 18:17
> To: Steve Anderson
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] mandatory subject
>
> I meant don't create a ticket, if there's no subject.  I'd like bounce the
> request back to sender asking to create it again with some subject.
>
>
>
> On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson <
> steve.ander...@bipsolutions.com> wrote:
> Depends what you mean by mandatory.
>
> If you mean a default, if the inbound email doesn't have a subject, should
> be possible to have a create scrip that sets the ticket's title, if it
> doesn't have one.
> Something like a scrip with the on create condition, then something like
> the following in the custom action cleanup. (not tested in any way)
>
> my $t_subject = $self->TicketObj->Subject;
> if ($t_subject eq ''){
> $self->TicketObj->SetSubject('No subject given');
> }
>
>  I'd probably set the stage to transactionbatch.
>
>
>
> If you mean don't create a ticket, if there's no subject, I'd suggest doing
> that with however you're getting the email into RT first. As long as you're
> running it through procmail, or an exim filter, or something like that.
> Otherwise, you'd need a scrip to send an email, and to close the ticket.
> Better not to create it in the first place.
>
>
>
> Steve Anderson.
>
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
> 
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
> broken when composing or forwarding e-mails and their contents.
>
> 
>
> 
> This email has been scanned by Netintelligence
> http://www.netintelligence.com/email
> 
>
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
> 
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
> broken when composing or forwarding e-mails and their contents.
>
> 
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] mandatory subject

[testwreq wreq]

I meant don't create a ticket, if there's no subject.  I'd like bounce the
request back to sender asking to create it again with some subject.



On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson <
steve.ander...@bipsolutions.com> wrote:

> Depends what you mean by mandatory.
>
> If you mean a default, if the inbound email doesn't have a subject, should
> be possible to have a create scrip that sets the ticket's title, if it
> doesn't have one.
> Something like a scrip with the on create condition, then something like
> the following in the custom action cleanup. (not tested in any way)
>
> my $t_subject = $self->TicketObj->Subject;
> if ($t_subject eq ''){
> $self->TicketObj->SetSubject('No subject given');
> }
>
>  I'd probably set the stage to transactionbatch.
>
>
>
> If you mean don't create a ticket, if there's no subject, I'd suggest doing
> that with however you're getting the email into RT first. As long as you're
> running it through procmail, or an exim filter, or something like that.
> Otherwise, you'd need a scrip to send an email, and to close the ticket.
> Better not to create it in the first place.
>
>
>
> Steve Anderson.
>
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
> 
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
> broken when composing or forwarding e-mails and their contents.
>
> 
>

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[rt-users] RT-Extension-MandatorySubject

[testwreq wreq]

I downloaded  the extension from
http://search.cpan.org/dist/RT-Extension-MandatorySubject/ and followed
http://cpansearch.perl.org/src/ELACOUR/RT-Extension-MandatorySubject-0.03/README
step
by step;

This RT Extension should enforce users to fill the subject when creating a
ticket via the web interface. But, it did not work for me.

All these steps were successful
perl Makefile.PL
 make
 make test
make install

The following is added in RT_SiteConfig.pm
Set(@Plugins,(qw(RT::Extension::MandatorySubject)));

I also tried adding the above following way:
Set(@Plugins,qw(RT::Extension::MandatorySubject));

The server was restarted before testing.

I have read this extension is worked for many people. I am wondering what is
missing is my case?

Thank you in advance for your advise.
vm

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[rt-users] mandatory subject

[testwreq wreq]

We receive most of our RT tickets via email.  Is there a way to enforce
mandatory subjects on tickets opened via email?

thanks much, vm

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[rt-users] RT 3.8.2 mandatory subject

[testwreq wreq]

Dear RT Users,

We want to ensure that a ticket will always have a Subject. Can you please
provide ideas to implemented this for RT 3.8.2?

Thank you in advance.
vm

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[rt-users] ExternalAuth/LDAP.pm line 304, line 273

[testwreq wreq]

We have RT 3.8.2. we have successfully installed the ExternalAuth plugin and
have configured
/rthome/local/plugins/RT-Authen-ExternalAuth/etc/RT_Siteconfig.pm
file, which is called by /rthome/etc/RT_SiteConfig.pm

On the RT User Interface, I get RT Login window, where I am entering my AD
user account and password. It fails  with the following error:
(Can't call method "as_string" on an undefined value at
/data/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 304, line 273.)

My RT_SiteConfig.pm file  looks like this:



I also tried defining group as follows, but same error:

'group'=>  'CN=Domain Users,CN=Users,DC=cs,DC=sb,DC=edu',

'group_attr'   =>  'member',

I have tried changing the filter to '(&(objectCategory=User)
(ObjectClass=Person))' as well.


#Begin /data/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
in its entirety.



# Tell RT to read the plugin for External Authentication.

Set(@Plugins,qw(RT::Authen::ExternalAuth));



Set($ExternalAuthPriority,  ['My_LDAP']);

Set($ExternalInfoPriority,  ['My_LDAP']);

# Tell RT to trust the webserver to handle authentication.

# Set($WebExternalAuth, 3);

# If this is set to true, then the relevant packages will be loaded to use
SSL/TLS connections. At the moment this just means "use Net::SSLeay;"

Set($ExternalServiceUsesSSLorTLS,1);

# If the webserver hands RT a user RT is not familiar with, RT should just
go ahead and create an account

Set($AutoCreateNonExternalUsers,1);

Set($ExternalSettings, {

 'My_LDAP'   =>  {   ## GENERIC SECTION

  'type'=>  'ldap',

  'server'  => ‘ hostname',

  # 'user'   =>  'recldap',

   'user'  =>  'CN=LDAP
user,OU=Service Accounts,OU=SBC,DC=cs,DC=sb,DC=edu',

   'pass'   =>  'xxx',

   'base'   =>
'ou=SB,dc=cs,dc=sb,DC=edu',

   'filter'   =>
'((&(objectCategory=Users)))',

   'd_filter'  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',

   'tls'  =>  1,

   'ssl_version' =>  3,

   'net_ldap_args' =>
[version
=>  3   ],

   'group'=>
'users',

   'group_attr'   =>
'member',

   'attr_match_list'  => [
'Name',


'EmailAddress'

 ],

   'attr_map' =>  {
'Name' => 'sAMAccountName',


'EmailAddress' => 'mail'

  }

  }

   }

   );
1;

thank you... vm
RT Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] ExternalAuth/LDAP.pm line 304, line 273

[testwreq wreq]

We have RT 3.8.2. we have successfully installed the ExternalAuth plugin and
have configured
/rthome/local/plugins/RT-Authen-ExternalAuth/etc/RT_Siteconfig.pm
file, which is called by /rthome/etc/RT_SiteConfig.pm

On the RT User Interface, I get RT Login window, where I am entering my AD
user account and password. It fails  with the following error:
(Can't call method "as_string" on an undefined value at
/data/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 304, line 273.)

My RT_SiteConfig.pm file  looks like this:



I also tried defining group as follows, but same error:

'group'=>  'CN=Domain Users,CN=Users,DC=cs,DC=sb,DC=edu',

'group_attr'   =>  'member',

I have tried changing the filter to '(&(objectCategory=User)
(ObjectClass=Person))' as well.


#Begin /data/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
in its entirety.



# Tell RT to read the plugin for External Authentication.

Set(@Plugins,qw(RT::Authen::ExternalAuth));



Set($ExternalAuthPriority,  ['My_LDAP']);

Set($ExternalInfoPriority,  ['My_LDAP']);

# Tell RT to trust the webserver to handle authentication.

# Set($WebExternalAuth, 3);

# If this is set to true, then the relevant packages will be loaded to use
SSL/TLS connections. At the moment this just means "use Net::SSLeay;"

Set($ExternalServiceUsesSSLorTLS,1);

# If the webserver hands RT a user RT is not familiar with, RT should just
go ahead and create an account

Set($AutoCreateNonExternalUsers,1);

Set($ExternalSettings, {

 'My_LDAP'   =>  {   ## GENERIC SECTION

  'type'=>  'ldap',

  'server'  => ‘ hostname',

  # 'user'   =>  'recldap',

   'user'  =>  'CN=LDAP
user,OU=Service Accounts,OU=SBC,DC=cs,DC=sb,DC=edu',

   'pass'   =>  'xxx',

   'base'   =>
'ou=SB,dc=cs,dc=sb,DC=edu',

   'filter'   =>
'((&(objectCategory=Users)))',

   'd_filter'  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',

   'tls'  =>  1,

   'ssl_version' =>  3,

   'net_ldap_args' =>
[version
=>  3   ],

   'group'=>
'users',

   'group_attr'   =>
'member',

   'attr_match_list'  => [
'Name',


'EmailAddress'

 ],

   'attr_map' =>  {
'Name' => 'sAMAccountName',


'EmailAddress' => 'mail'

  }

  }

   }

   );
1;

thank you... vm
RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[testwreq wreq]

Is WebExternalAuth the windows authentication? I am trying to integrate RT
with AD and I am wondering what WebExternalAuth exactly does when turned on?


On Mon, Aug 9, 2010 at 9:40 AM, Jesse Vincent wrote:

>
>
>
> On Mon, Aug 09, 2010 at 09:31:07AM -0400, testwreq wreq wrote:
> > With WebExternalAuth, you never see the login screen. How is the
> > authentication working?
> > Thanks, vm
>
> It should work exactly the same way as the desktop UI.
>

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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[testwreq wreq]

With WebExternalAuth, you never see the login screen. How is the
authentication working?
Thanks, vm

On Fri, Aug 6, 2010 at 4:48 PM, Jason A. Smith  wrote:

> Hi Jesse,
>
> It looks good so far, I just have one comment.  Since we are using
> WebExternalAuth here, we never see the login screen, and therefore never
> see the link with the option to go to the normal interface.  Maybe a
> link to the normal full size interface could be added to the mobile home
> screen?
>
> Thanks,
> ~Jason
>
>
> On Fri, 2010-08-06 at 13:35 -0400, Jesse Vincent wrote:
> >
> >
> > On Fri, Aug 06, 2010 at 12:35:53PM -0500, Max McGrath wrote:
> > > Ok, stupid question.  How do I go about getting the latest one from
> CPAN?
> >
> > https://pause.perl.org/incoming/ is the secret-ninja location for
> brand-new stuff.
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
> --
> /--\
> |  Jason A. Smith  Email:  smit...@bnl.gov |
> |  Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226  |
> |  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
> |  Upton, NY 11973-5000,  U.S.A.   |
> \--/
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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Re: [rt-users] RT::Authen::ExternalAuth

[testwreq wreq]

I was able to install it manually.


I have setup RT_SitConfig.pm file.  ExternalAuth does land on the login page
to RT, but when I put my Active Directory username/password in there, it
does not authenticate. It gave me the below error



[Fri Aug  6 18:49:57 2010] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_CREDENTIALS 49
(/data/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467)

[Fri Aug  6 18:49:57 2010] [error]: FAILED LOGIN for vibha from
130.245.14.200 (/data/rt3/share/html/autohandler:268)



It is pointing to LDAP.pm. Do you think I have to change anything there?

regards,
vm


My SiteConfig is changed as follows:

# Tell RT to read the plugin for External Authentication.

Set(@Plugins,qw(RT::Authen::ExternalAuth));



Set($ExternalAuthPriority,  ['My_LDAP']);

Set($ExternalInfoPriority,  ['My_LDAP']);



# Tell RT to trust the webserver to handle authentication.

# Set($WebExternalAuth, 3);



# If this is set to true, then the relevant packages will be loaded to use
SSL/TLS connections. At the moment this just means "use Net::SSLeay;"

Set($ExternalServiceUsesSSLorTLS,1);



# If the webserver hands RT a user RT is not familiar with, RT should just
go ahead and create an account

Set($AutoCreateNonExternalUsers,1);



Set($ExternalSettings, {

 'My_LDAP'   =>  {   ## GENERIC SECTION

  'type'=>  'ldap',

  'server'  =>
'ad.hostname',

  # 'user'   =>  'ldapuser',

   'user'  =>  'CN=Recruit
LDAP user,OU=Users,OU=SysStaff,OU=sb,DC=cs,DC=sb,DC=edu',

   'pass'   =>  'xxx',

   'base'   =>
'ou=sb,dc=cs,dc=sb,DC=edu',

   'filter'   =>
'((&(objectCategory=Users)))',

   'd_filter'  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',

   'tls'  =>  1,

   'ssl_version' =>  3,

   'net_ldap_args' => [
version =>  3   ],

   #'group'=>
'GROUP_NAME',

   #'group_attr'   =>
'GROUP_ATTR',

   'attr_match_list'  =>
['Name',


'EmailAddress'

 ],

       'attr_map' =>
{   'Name' => 'sAMAccountName',


'EmailAddress' => 'mail'

  }

  }

   }

   );

1;

# END
On Fri, Aug 6, 2010 at 3:15 PM, Kevin Falcone wrote:

> On Tue, Aug 03, 2010 at 10:30:50AM -0400, testwreq wreq wrote:
> >make command in the manual installation results in
> >make: *** No targets specified and no makefile found. Stop.
> >What does this mean?
>
> Look through the README file for manual installation instructions.
>
> -kevin
>
> >On Tue, Aug 3, 2010 at 5:25 AM, Mike Peachey <[1]
> mike.peac...@jennic.com> wrote:
> >
> >  testwreq wreq wrote:
> >
> >  >
> >  > To install ExternalAuth, I ran the following command ( cpan -i
> >  > RT::Authen::ExternalAuth ); During installation, it asked for path
> to
> >  > your RT.pm, which I entered as /data/rt3/lib
> >  >
> >  > Any ideas?
> >  >
>  >  > On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey <[2]
> mike.peac...@jennic.com
> >  > <mailto:[3]mike.peac...@jennic.com>> wrote:
> >  >
> >  >
> >  > > I ran the following command ( cpan -i RT::Authen::ExternalAuth
> );
> >  >
> >  > Follow the manual install instructions.
> >  >
> >
> >  Follow the manual install instructions. NOT cpan.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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Re: [rt-users] RT::Authen::ExternalAuth

[testwreq wreq]

[r...@devwww RT-Authen-ExternalAuth-0.08]#  ls -l
total 64
-rwxr-xr-x 1 1177 wheel 10019 Jan 24  2009 ChangeLog
drwxr-xr-x 2 root root   4096 Jan 24  2009 etc
drwxr-xr-x 3 root root   4096 Jan 24  2009 html
drwxr-xr-x 3 root root   4096 Jan 24  2009 inc
drwxr-xr-x 3 root root   4096 Jan 24  2009 lib
-rwxr-xr-x 1 1177 wheel 18018 Nov  7  2008 LICENSE
-rwxr-xr-x 1 root root499 Jan 18  2009 Makefile.PL
-rwxr-xr-x 1 root root554 Jan 18  2009 MANIFEST
-rwxr-xr-x 1 root root415 Jan 16  2009 META.yml
-rwxr-xr-x 1 1177 wheel  3005 Jan 20  2009 README
[r...@devwww RT-Authen-ExternalAuth-0.08]#
[r...@devwww RT-Authen-ExternalAuth-0.08]# make
make: *** No targets specified and no makefile found.  Stop.
[r...@devwww RT-Authen-ExternalAuth-0.08]#
]
On Tue, Aug 3, 2010 at 10:30 AM, testwreq wreq  wrote:

> make command in the manual installation results in
> make: *** No targets specified and no makefile found.  Stop.
> What does this mean?
>
>   On Tue, Aug 3, 2010 at 5:25 AM, Mike Peachey wrote:
>
>> testwreq wreq wrote:
>>
>> >
>> > To install ExternalAuth, I ran the following command ( cpan -i
>> > RT::Authen::ExternalAuth ); During installation, it asked for path to
>> > your RT.pm, which I entered as /data/rt3/lib
>> >
>> > Any ideas?
>> >
>> > On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey > > <mailto:mike.peac...@jennic.com>> wrote:
>> >
>> >
>> > > I ran the following command ( cpan -i RT::Authen::ExternalAuth );
>> >
>> > Follow the manual install instructions.
>> >
>>
>> Follow the manual install instructions. NOT cpan.
>> --
>>  Kind Regards,
>>
>> __
>>
>> Mike Peachey, IT Systems Administrator
>> Low Power RF Solutions (formerly Jennic Ltd.)
>> NXP Semiconductors
>> Furnival Street, Sheffield, S1 4QT, UK
>> Tel: +44 114 281 2655
>> Fax: +44 114 281 2951
>> Comp Reg No: 3191371 - Registered In England
>> http://www.nxp.com http://www.jennic.com
>> __
>>
>
>

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Re: [rt-users] RT::Authen::ExternalAuth

[testwreq wreq]

make command in the manual installation results in
make: *** No targets specified and no makefile found.  Stop.
What does this mean?

On Tue, Aug 3, 2010 at 5:25 AM, Mike Peachey wrote:

> testwreq wreq wrote:
>
> >
> > To install ExternalAuth, I ran the following command ( cpan -i
> > RT::Authen::ExternalAuth ); During installation, it asked for path to
> > your RT.pm, which I entered as /data/rt3/lib
> >
> > Any ideas?
> >
> > On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey  > <mailto:mike.peac...@jennic.com>> wrote:
> >
> >
> > > I ran the following command ( cpan -i RT::Authen::ExternalAuth );
> >
> > Follow the manual install instructions.
> >
>
> Follow the manual install instructions. NOT cpan.
> --
>  Kind Regards,
>
> __
>
> Mike Peachey, IT Systems Administrator
> Low Power RF Solutions (formerly Jennic Ltd.)
> NXP Semiconductors
> Furnival Street, Sheffield, S1 4QT, UK
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Comp Reg No: 3191371 - Registered In England
> http://www.nxp.com http://www.jennic.com
> __
>

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Re: [rt-users] RT::Authen::ExternalAuth

[testwreq wreq]

Hello Mike,
This is for integrating our Active Directory with RT.

To install ExternalAuth, I ran the following command ( cpan -i
RT::Authen::ExternalAuth ); During installation, it asked for path to your
RT.pm, which I entered as /data/rt3/lib

Soon after, it failed with the following error.

No 'Makefile' created  ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz
  /usr/bin/perl Makefile.PL -- NOT OK
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install

Any ideas?

Thanks, vm

On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey wrote:

> testwreq wreq wrote:
> > Has anyone used RT::Authen::ExternalAuth for integrating with Active
> > Directory?
>
> That's primarily what it's for.
>
>
> > I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During
> > installation, it asked for path to your RT.pm, which I entered as
> > /data/rt3/lib
>
> Follow the manual install instructions.
> --
> Kind Regards,
>
> __
>
> Mike Peachey, IT Systems Administrator
> Low Power RF Solutions (formerly Jennic Ltd.)
> NXP Semiconductors
> Furnival Street, Sheffield, S1 4QT, UK
> Tel: +44 114 281 2655
> Fax: +44 114 281 2951
> Comp Reg No: 3191371 - Registered In England
> http://www.nxp.com http://www.jennic.com
> __
>

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[rt-users] RT::Authen::ExternalAuth

[testwreq wreq]

Has anyone used RT::Authen::ExternalAuth for integrating with Active
Directory? I am getting errors on installing RT::Authen::ExternalAuth


I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During
installation, it asked for path to your RT.pm, which I entered as
/data/rt3/lib



Soon after, it failed with the following error.



No 'Makefile' created  ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz

  /usr/bin/perl Makefile.PL -- NOT OK

Running make test

  Make had some problems, won't test

Running make install

  Make had some problems, won't install



Any ideas?

Thanks, vm

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[rt-users] RT3.8.2 on Centos 5.5 integration with AD

[testwreq wreq]

Can anyone point me to some documentation on integrating RT with Active
Directory? We are using RT 3.8.2 on CentOs 5.5

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[rt-users] RT 3.8.2 compatibility with IE8

[testwreq wreq]

When we use RT interface to reply or comment on a ticket, the text of the
mail received by the users has spaces inserted in between. e.g
Please note that your Serv ice Requ est Number 2-33155250 has been
upda  ted. 

This does not happen when using IE7. Any clues on how to resolve this issue?
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[rt-users] apache ftp question

[testwreq wreq]

*http access to ftp-able files*
--
Hello Linux/apache experts on RT:

I hope someone can point me in right direction to configure the http server
on linux as follow:

Configure the Web server
to see if it can use http to download
ftp files. That way people getting a file from:

ftp://ftp.hostname/pub/liu/Inv-GPCE09.pdf

would use

http://ftp.hostname/pub/liu/Inv-GPCE09.pdf

to download it. The actual files are in /var/ftp. Configure the Directory
directive to only allow file reading and directory listing (no CGIs or
symlinks).

Thank you in adavnce.. TQ
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Re: [rt-users] combine 3 userIDs to ONE

[testwreq wreq]

I think  RT-Extension-MergeUsersHistory will do. I am very new to RT. How is
this used? I have RT 3.8.2 on linux. Do I have to install something?

On Mon, Sep 14, 2009 at 3:57 PM, Kevin Falcone wrote:

>  On Mon, Sep 14, 2009 at 03:26:26PM -0400, testwreq wreq wrote:
> > Hello, I have a situation where a user has submitted tickets to RT  using
> 3 different emails. When
> > a user submits an RT ticket via email, an un-privileged account is
>  automatically created for that
> > user. We don't have a self-servicing interface. We make the user as
> privileged user on request
> > basis. One of those account was made privileged to allow tis user to log
> into RT and track his
> > tickets.
> >
> > Now the problem is that he gets "permissed denied" message when he logs
> into RT using his
> > privileged account and searches for the tickets created using his other
> email address.
> >
> > Is there a way I can group all his tickets under one email? i.e. How can
> I update his other email
> > addresses on tickets to match the email of his privileged user account?
>
> You probably want RT-Extension-MergeUsers if you want the other email
> addresses to continue to work for creating tickets.
>
> If you want to kill the other two users and make it appear that one
> user did everything, you want RT-Extension-MergeUsersHistory
>
> -kevin
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[rt-users] combine 3 userIDs to ONE

[testwreq wreq]

Hello, I have a situation where a user has submitted tickets to RT  using 3
different emails. When a user submits an RT ticket via email, an
un-privileged account is  automatically created for that user. We don't have
a self-servicing interface. We make the user as privileged user on request
basis. One of those account was made privileged to allow tis user to log
into RT and track his tickets.

Now the problem is that he gets "permissed denied" message when he logs into
RT using his privileged account and searches for the tickets created using
his other email address.

Is there a way I can group all his tickets under one email? i.e. How can
I update his other email addresses on tickets to match the email of his
privileged user account?

I will appreciate the help and thanks a lot in advance, rq.
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[rt-users] Conditions in a template?

[testwreq wreq]

Dear RT Gurus,

We have created cusomized "Auto Reply" templates for all the queues, that
overwrites the "Global Auto Reply" template. I am wondering if anyone know
of any documentation on customizing template with conditions?



Basically, the first few lines of my customized template is assigning a
owner 'A' to the queue, and it does not record the transaction.



This is fine when the request is generated via email. However, we are coming
accross a situation where users are generating request using the 'Ticket
Create Option' of the interface and want to assign the ticket to another
staff member.. i.e. oweber 'B'. The users are able to select owner "B" from
the interface, but because of our customized template, the owner is written
back as "A".



Is there a condition that I can use to check the previous value of "owner"

prior to assigning owner "B"?



For Eaxmple, check if Field=>'owner' has a value,

  if yes, keep the same value and set RecordTransaction=>0,  ELSE

give the value as 'B'  and set RecordTransaction=>0





Any suggestions/hlp will be appreciated. Regards rq.

= END ===



{

### assigns owner but doesn't record transaction ### Note that $owner needs
to be the RT id for the owner object, ### not a name or e-mail address.

my $owner = '22';

$Ticket->_Set(Field=>'Owner', Value=>$owner, RecordTransaction=>0); $OUT .=
""; }

Subject: AutoReply: {$Ticket->Subject}



This message has been automatically generated in response to the creation of
a trouble ticket regarding:

{

  if ($Ticket->Subject() eq '') {

  $OUT .= " No Subject";

}

}

  { $Ticket->Subject() }



A summary of which ...

===

{$Transaction->Content()}
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Re: [rt-users] https

[testwreq wreq]

You are a true RT Guru and an apache genius.

Adding below in httpd.conf vhost section took care of the rewrite problem.

RewriteEngine ON
RewriteRule ^(.*)$ https://rt.domainname.com/$1 [R=301,L]
If you can spare a min, can you please indicate what rule reads e.g the use
of ^.* $1 etc?
http://rt.domainname.com redirect to https://rt.domainname.com// ; I think,
there is an extra slash after the domain name.
On Mon, Aug 24, 2009 at 11:03 AM, Tobias lott  wrote:

>
>
> On Mon, 24 Aug 2009 09:16:16 -0400
> testwreq wreq  wrote:
>
>  > Dear RT Gurus,
> >
> > Our RT (3.8.2) on linux using virtual host on http
> > (http://rt.domainname.com) was
> > working fine. I moved RT over to httpS (https://rt.domainname.com)
> > and got the below message:
> > < > You haven't yet configured your webserver to run RT. You appear to
> > have installed RT's web interface correctly, but haven't yet
> > configured your web server to "run" the RT server which powers the
> > web interface. The next step is to edit your webserver's
> > configuration file to instruct it to use RT's mod_perl, FastCGI or
> > SpeedyCGI handler. If you need commercial support, please contact us
> > at sa...@bestpractical.com. >>
> >
> > Any clues? Am I missing anything in any configuration file? Below is
> > my ssl.conf configuration:
> >
> > 
> >ServerName rt2.domainname.com
> >DocumentRoot /data/rt3/share/html
> >AddDefaultCharset UTF-8
> >PerlModule Apache::DBI
> >PerlRequire /data/rt3/bin/webmux.pl
> > 
> > SetHandler default
> > 
> >ErrorLog logs/ssl_error_log
> >TransferLog logs/ssl_access_log
> >LogLevel warn
> >
> >   SSLRequireSSL
> >
> > SSLEngine on
> > SSLProtocol all -SSLv2
> > SSLCipherSuite
> > ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
> > SSLCertificateFile /etc/ssldir/server.crt
> > SSLCertificateKeyFile /etc/ssldir/server.key 
>
> Hey
> Seems like u missing some stuff like:
>   SetHandler perl-script
>   PerlResponseHandler RT::Mason
>
> Check out the Wiki Article on that:
> http://wiki.bestpractical.com/view/ManualApacheConfig
>
> Cheers
>
> --
> Tobias Lott
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[rt-users] https

[testwreq wreq]

Dear RT Gurus,

Our RT (3.8.2) on linux using virtual host on http
(http://rt.domainname.com) was
working fine. I moved RT over to httpS (https://rt.domainname.com) and got
the below message:
<>

Any clues? Am I missing anything in any configuration file? Below is my
ssl.conf configuration:


   ServerName rt2.domainname.com
   DocumentRoot /data/rt3/share/html
   AddDefaultCharset UTF-8
   PerlModule Apache::DBI
   PerlRequire /data/rt3/bin/webmux.pl

SetHandler default

   ErrorLog logs/ssl_error_log
   TransferLog logs/ssl_access_log
   LogLevel warn
   
  SSLRequireSSL
   
SSLEngine on
SSLProtocol all -SSLv2
SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
SSLCertificateFile /etc/ssldir/server.crt
SSLCertificateKeyFile /etc/ssldir/server.key

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Re: [rt-users] This transaction appears to have no content

[testwreq wreq]

The script change worked. Thanks so much!

On Fri, Aug 21, 2009 at 4:14 PM, Stephen Turner  wrote:

>  On Fri, 21 Aug 2009 15:37:50 -0400, testwreq wreq 
> wrote:
>
> RT guru's: when an ownership changes or when the ticket has no comment, the
>> ticket content produces  a message
>>
>> "This transaction appears to have no content"
>>
>> We would like to change this default message to "This transaction has been
>> updated. Please see above the changes"
>>
>> Any suggestion on how I can accomplish this?
>>
>> Thanks in advance, rq.
>>
>
> That message is coming from code in a template, something like this:
>
> {$Transaction->Content()}
>
> So you could modify the template code to read:
>
> {
> my $out = "";
> if ($Transaction->Content() eq 'This transaction appears to have no
> content') {
>   $out = 'This transaction has been updated. Please see above the changes'
> } else {
>   $out = $Transaction->Content();
> }
> $out;
> }
>
> or more simply
>
> {$Transaction->Content() eq 'This transaction appears to have no content' ?
>  'This transaction has been updated. Please see above the changes' :
>  $Transaction->Content();
> }
>
> Haven't tested the code so there may be typos, but the general idea should
> work.
>
> Steve
>
> --
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
>
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[rt-users] This transaction appears to have no content

[testwreq wreq]

RT guru's: when an ownership changes or when the ticket has no comment, the
ticket content produces  a message
"This transaction appears to have no content"

We would like to change this default message to "This transaction has been
updated. Please see above the changes"

Any suggestion on how I can accomplish this?

Thanks in advance, rq.
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[rt-users] rt on ssl

[testwreq wreq]

Our RT using virtual host on http (http://rt.domainname.com)worked fine. I
moved RT over to httpd (https://rt.domainname.com)
andgot the below message:
You're almost there! You haven't yet configured your webserver to run RT.
You appear to have installed RT's web interface correctly, but haven't yet
configured your web server to "run" the RT server which powers the web
interface. The next step is to edit your webserver's configuration file to
instruct it to use RT's *mod_perl*, *FastCGI* or *SpeedyCGI* handler. If you
need commercial support, please contact us at sa...@bestpractical.com.

Any clues? am I missing anything in any configuration file? Below is my
ssl.conf configuration:


   ServerName rt2.domainname.com
   DocumentRoot /data/rt3/share/html
   AddDefaultCharset UTF-8
   PerlModule Apache::DBI
   PerlRequire /data/rt3/bin/webmux.pl

SetHandler default

   ErrorLog logs/ssl_error_log
   TransferLog logs/ssl_access_log
   LogLevel warn
   
  SSLRequireSSL
   
SSLEngine on
SSLProtocol all -SSLv2
SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
SSLCertificateFile /etc/sslcertificate/server.crt
SSLCertificateKeyFile /etc/sslcertificate/server.key

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Re: [rt-users] _default_ VirtualHost overlap on port 443, the first has precedence

[testwreq wreq]

I tried  and the second one 
but still https://rt.hostname.com goes to https;//firstone

While restarting apache, the warning message now was:
[Fri Aug 21 11:20:23 2009] [warn] VirtualHost firstname:443 overlaps with
VirtualHost rt.hostname.com:443, the first has precedence, perhaps you need
a NameVirtualHost directive

Not sure what NameVirtualHost directive is
On Fri, Aug 21, 2009 at 11:17 AM, Drew Barnes wrote:

> Try naming the virtual hosts.  *:443 means any domain that resolves to that
> machine will get the first one, since it matches.
>
> Curtis may also be right (never tried two https sites on the same box), but
> try having the first one be  and the second one
>  and see if it works for you.
>
>
>
> On 8/21/09 11:13 AM, "testwreq wreq"  wrote:
>
>  Actually, I should have mentioned before that our rt installation is on a
> different IP.
>
> On Fri, Aug 21, 2009 at 11:09 AM, Curtis Bruneau 
> wrote:
>
> Each SSL site pretty much needs to be on it's own IP address, the reasoning
> is the cert negotiation isn't name based header as apache would. The only
> other way would be to have them on different ports but then you'd have to
> specify the port when going to the site.
>
> testwreq wreq wrote:
>
> *
>
> I have managed to get it all set up and RT running OK with named virtual
> host over http. However, I am having problems with getting them to work over
> https. When I set a virtual host name, it always serves the first listed
> domain. See settings below. https:firstone serves the correct folder, but
> https:rt serves firstone's documents
>
> my settings:
>
> 
>
> DocumentRoot "C:/Development/firstone"
> ServerName firstone
> ServerAdmin webmas...@localhost
> ErrorLog logs/ssl/error.log
> TransferLog logs/ssl/access.log
>
> SSLEngine on...etc
> 
>
> 
>   ServerName rt.hostname.com 
> <http://rt.hostname.com/><http://rt.hostname.com/> <http://rt.hostname.com
> <http://rt.hostname.com/><http://rt.hostname.com+%3chttp//rt.hostname.com/>>
>
>   DocumentRoot /data/rt3/share/html
>   AddDefaultCharset UTF-8
>   PerlModule Apache::DBI
>   PerlRequire /data/rt3/bin/webmux.pl
>
>SetHandler default
>
>   ErrorLog logs/ssl_error_log
>   TransferLog logs/ssl_access_log
>   LogLevel warn
>   
>  SSLRequireSSL
>   
>SSLEngine on
>SSLProtocol all -SSLv2
>SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
>SSLCertificateFile /etc/sslcertificate/server.crt
>SSLCertificateKeyFile /etc/sslcertificate/server.key
> 
> while restarting apache I get a warning << _default_ VirtualHost overlap on
> port 443, the first has precedence>>
>  Any suggestions???
>
> Thanks in advance,
> rq
> *
> 
>
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>
>
>
> --
>
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>
> --
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> Applications Analyst
> Network Resources Dept.
> Raymond Walters College
>
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Re: [rt-users] _default_ VirtualHost overlap on port 443, the first has precedence

[testwreq wreq]

Actually, I should have mentioned before that our rt installation is on a
different IP.

On Fri, Aug 21, 2009 at 11:09 AM, Curtis Bruneau  wrote:

> Each SSL site pretty much needs to be on it's own IP address, the reasoning
> is the cert negotiation isn't name based header as apache would. The only
> other way would be to have them on different ports but then you'd have to
> specify the port when going to the site.
>
> testwreq wreq wrote:
>
>> *
>> I have managed to get it all set up and RT running OK with named virtual
>> host over http. However, I am having problems with getting them to work over
>> https. When I set a virtual host name, it always serves the first listed
>> domain. See settings below. https:firstone serves the correct folder, but
>> https:rt serves firstone's documents
>>
>> my settings:
>>
>> 
>>
>> DocumentRoot "C:/Development/firstone"
>> ServerName firstone
>> ServerAdmin webmas...@localhost
>> ErrorLog logs/ssl/error.log
>> TransferLog logs/ssl/access.log
>>
>> SSLEngine on...etc
>> 
>>
>> 
>>   ServerName rt.hostname.com <http://rt.hostname.com>
>>   DocumentRoot /data/rt3/share/html
>>   AddDefaultCharset UTF-8
>>   PerlModule Apache::DBI
>>   PerlRequire /data/rt3/bin/webmux.pl
>>
>>SetHandler default
>>
>>   ErrorLog logs/ssl_error_log
>>   TransferLog logs/ssl_access_log
>>   LogLevel warn
>>   
>>  SSLRequireSSL
>>   
>>SSLEngine on
>>SSLProtocol all -SSLv2
>>SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
>>SSLCertificateFile /etc/sslcertificate/server.crt
>>SSLCertificateKeyFile /etc/sslcertificate/server.key
>> 
>> while restarting apache I get a warning << _default_ VirtualHost overlap
>> on port 443, the first has precedence>>
>>  Any suggestions???
>>
>> Thanks in advance,
>> rq
>> *
>> 
>>
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>> copy at http://rtbook.bestpractical.com
>>
>
>
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[rt-users] _default_ VirtualHost overlap on port 443, the first has precedence

[testwreq wreq]

* I have managed to get it all set up and RT running OK with named virtual
host over http. However, I am having problems with getting them to work over
https. When I set a virtual host name, it always serves the first listed
domain. See settings below. https:firstone serves the correct folder, but
https:rt serves firstone's documents

my settings:



DocumentRoot "C:/Development/firstone"
ServerName firstone
ServerAdmin webmas...@localhost
ErrorLog logs/ssl/error.log
TransferLog logs/ssl/access.log

SSLEngine on...etc



   ServerName rt.hostname.com
   DocumentRoot /data/rt3/share/html
   AddDefaultCharset UTF-8
   PerlModule Apache::DBI
   PerlRequire /data/rt3/bin/webmux.pl

SetHandler default

   ErrorLog logs/ssl_error_log
   TransferLog logs/ssl_access_log
   LogLevel warn
   
  SSLRequireSSL
   
SSLEngine on
SSLProtocol all -SSLv2
SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
SSLCertificateFile /etc/sslcertificate/server.crt
SSLCertificateKeyFile /etc/sslcertificate/server.key

while restarting apache I get a warning << _default_ VirtualHost overlap on
port 443, the first has precedence>>

Any suggestions???

Thanks in advance,
rq
*
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[rt-users] RT interface for non-privileged users

[testwreq wreq]

Hello RT experts:

I want to allow our non-privileged users to be able to view their tickets
using RT web interface. They do not have a password to the system. What
changes should be made to accomplish this?

We have new 3.8.4 setup on mysql db. Still trying to figure out a lot of
things.

Thanks,
rq
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Re: [rt-users] re-initilaize rt database

[testwreq wreq]

Will I loose user, rights and queues with initialize database?

I do want to keep all user rights etc. we have make custom scripts and
templates on queues. I do not want to loose them. I only want to delete all
tickets from 1-200 and start from #1 again.
rgds, rt
On Mon, Jul 20, 2009 at 9:30 AM, Kevin Falcone wrote:

>  On Mon, Jul 20, 2009 at 08:26:38AM -0400, testwreq wreq wrote:
> >Hello RT Gurus: We installed RT 3.8.4 and did some testing. We have
> around 200 test tickets
> >which we would like to completely delete from RT. Is there any way to
> do this? Our RT
> >installation is on mysql.
>
> If you want a totally clean database, from your install directory run
>
> make dropdb; make initdb
>
> If you just want to lose the tickets (but want to keep the
> users/rights/queues) you want to investigate the rt-shredder tool in
> your rt's sbin dir
>
> -kevin
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[rt-users] re-initilaize rt database

[testwreq wreq]

Hello RT Gurus: We installed RT 3.8.4 and did some testing. We have around
200 test tickets which we would like to completely delete from RT. Is there
any way to do this? Our RT installation is on mysql.

Thank you.. rq.
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[rt-users] auto assignment of queue and owner in autoreply template

[testwreq wreq]

All RT tickets are generated in the 'general' queue i.e. users want to send
all requests to r...@sunysb.edu. Before the auto response is sent to the
requestor, I want to assign the ticket to an appropriate queue and owner.

For this, I have copied 'Autoreply' global template to the 'general' queue.

I am new to perl & RT and was wondering if RT perl gurus help. I want to
accomplish writing if ..else... conditions to assign an owner and queue
based on subject within this autoreply template before an autoreply is
generated. One of the RT gurus had helped me to assign an owner to the web
queue, when tickets were generated for the web queue (rt-...@sunysb.edu);
Generally, a second notification is sent out for auto assignment of owner
but the suggested way by RT guru did not send the second notification.
Therefore, I would like accomplish this by using a local autoreply template.

For example.. to assign the ticket to the database queue, my search will be
on keywords like 'database,mysql,sql,oracle,accounts,sqlserver,graddb' ; For
network queue, my search will be based on keywords like  'network, power,
NTP, www, slow, port, timeout, dns, wireless, remote, nfs, vpn, net, subnet,
telecon, router, switch, ftp '

Currently, I have 6 scrips in the general queue that assigns queue and
owner. I would like to combine these together within the 'Autoreply'
template.

Any help and responses to this mailing will be appreciated!

Example scrip for database in the "general" queue:
==
###<>
my $data = 'database,mysql,sql,oracle,accounts,sqlserver,graddb';
my @match = split(',', $data);
my $t_subject = $self->TicketObj->Subject;
foreach my $val (@match) {
  if ($t_subject =~ /^${val}\W/i ||
  $t_subject =~ /\W${val}\W/i ||
  $t_subject =~ /\W${val}$/i)
  {
 return 1;
  }
}
 return 0;

###<>

my $newqueue = "4";
my $newowner = "brian";
my $T_Obj = $self->TicketObj;
$RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to queue #".
$newqueue );
my ($status, $msg) = $T_Obj->SetQueue($newqueue);
unless ($status) {
$RT::Logger->warning("unable to set new queue: $msg");
return undef;
}
$RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #".
$newowner );
my ($status, $msg) = $self->TicketObj->SetOwner( $newowner );
unless( $status ) {
$RT::Logger->error( "Impossible to assign the ticket to $newowner: $msg"
);
return undef;
}
return 1;
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[rt-users] auto assignment of queue and owner via autoreply template

[testwreq wreq]

All RT tickets are generated in the 'general' queue i.e. users want to send
all requests to r...@sunysb.edu. Before the auto response is sent to the
requestor, I want to assign the ticket to an appropriate queue and owner.

For this, I have copied 'Autoreply' global template to the 'general' queue.

I am new to perl & RT and was wondering if RT perl gurus help. I want to
accomplish writing if ..else... conditions to assign an owner and queue
based on subject within this autoreply template before an autoreply is
generated. One of the RT gurus had helped me to assign an owner to the web
queue, when tickets were generated for the web queue (rt-...@sunysb.edu);
Generally, a second notification is sent out for auto assignment of owner
but the suggested way by RT guru did not send the second notification.
Therefore, I would like accomplish this by using a local autoreply template.

For example.. to assign the ticket to the database queue, my search will be
on keywords like 'database,mysql,sql,oracle,accounts,sqlserver,graddb' ; For
network queue, my search will be based on keywords like  'network, power,
NTP, www, slow, port, timeout, dns, wireless, remote, nfs, vpn, net, subnet,
telecon, router, switch, ftp '
Currently, I have 6 scrips in the general queue that assigns queue and
owner. I would like to combine these together within the 'Autoreply'
template.

Any help & responses to this mailing will be appreciated!

Example scrip for database in the "general" queue:
==
###<>
my $data = 'database,mysql,sql,oracle,accounts,sqlserver,graddb';
my @match = split(',', $data);
my $t_subject = $self->TicketObj->Subject;
foreach my $val (@match) {
  if ($t_subject =~ /^${val}\W/i ||
  $t_subject =~ /\W${val}\W/i ||
  $t_subject =~ /\W${val}$/i)
  {
 return 1;
  }
}
 return 0;

###<>

my $newqueue = "4";
my $newowner = "brian";
my $T_Obj = $self->TicketObj;
$RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to queue #".
$newqueue );
my ($status, $msg) = $T_Obj->SetQueue($newqueue);
unless ($status) {
$RT::Logger->warning("unable to set new queue: $msg");
return undef;
}
$RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #".
$newowner );
my ($status, $msg) = $self->TicketObj->SetOwner( $newowner );
unless( $status ) {
$RT::Logger->error( "Impossible to assign the ticket to $newowner: $msg"
);
return undef;
}
return 1;
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[rt-users] owners and queues

[testwreq wreq]

Hello, I am new to the RT system. Can some one please tell me how should I
default an owner to a queue?

All the tickets were coming to the general queue when users submitted
tickets using email to r...@domain.com. I created an email alias
rt-...@domain.com with --queue as web. Now all the emailed tickets get
generated in the web queue. I would like to know how and if, I can default
an owner to this queue?

I wrote a simple scrip that assigns an owner to the web queue. But the
problem is that RT generates a correspondence when the ticket is created
with NOBODY as owner, and then it generates a second correspondence that it
has assigned the ticket. I want to avoid the second communication. For this
reason, I am wondering if there is a way that I can default an owner to a
queue?

brgds,
wq
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[rt-users] auto assign owner to queues

[testwreq wreq]

Hello, I am new to the RT system. Can some one please tell me how should I
default an owner to a queue?

All the tickets were coming to the general queue when users submitted
tickets using email to r...@domain.com. I created an email alias
rt-...@domain.com with -queue as web. Now all the emailed tickets get
generated in the web queue. I would like to know how I can default an owner
to this queue?

I wrote a simple scrip that assigns an owner to the web queue. But the
problem is that RT generates a correspondence when the ticket is created
with NOBODY as owner, and then it generates a second correspondence that it
has assigned the ticket. I want to avoid the second communication. For this
reason, I am wondering if there is a way that I can default an owner to a
queue?

brgds,
wq
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[rt-users] reply address from RT

[testwreq wreq]

I have the new install of RT. When a new ticket is created, we get a
response from RT which has a reply-to field set as 'fds...@ ; can anyone
tell where this setting is comming from?

In the RT_SiteConfig file we have set the correspondAddress as follows.
Set($CorrespondAddress, 'r...@cs.sunysb.edu');
where and what should we change in order to fix 'fds...@.. to r...@...

Below is the sample of email received from RT. fds...@www2 should be rt@
cs.sunysb.edu

From: The default queue via RT [mailto:fds...@www2.cs.sunysb.edu]
Sent: Thursday, June 25, 2009 2:16 PM
To: h...@cs.sunysb.edu
Subject: [CS_Department #9] AutoReply: whitelist request





Greetings,



This message has been automatically generated in response to the

creation of a trouble ticket regarding:

  "whitelist request",

a summary of which appears below.



There is no need to reply to this message right now.  Your ticket has been

assigned an ID of [CS_Department #9].



Please include the string:



 [CS_Department #9]



in the subject line of all future correspondence about this issue. To do so,


you may reply to this message.



Thank you,

fdsfds
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Re: [rt-users] Error while initializing database

[testwreq wreq]

RT 3.8.2 mysql 5.0

On Wed, May 27, 2009 at 12:04 PM, testwreq wreq  wrote:

> hello,
>
> I have a new install of RT on centos.
>
> Make initialize-database command is failing with
> make: *** No rule to make target `initialize-database'.  Stop.
>
> can anyone assist to resolve this issue?
>
> Thanks,
> vm
>
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[rt-users] Error while initializing database

[testwreq wreq]

hello,

I have a new install of RT on centos.

Make initialize-database command is failing with
make: *** No rule to make target `initialize-database'.  Stop.

can anyone assist to resolve this issue?

Thanks,
vm
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