Re: [rt-users] how to force all admincc replies to be handled as comments
That's why each queue can have a separate comment address. Have the AdminCCs respond to that address. On Apr 23, 2009, at 9:38 AM, greg boyington wrote: I have a single queue in RT for which I would like to have all correspondence except from requestor and ticket owner to be handled as comments. The goal is to allow the AdminCCs to discuss the ticket via email without those emails going to the requestor. I can see several ways of doing this, but I'm hoping the list can provide some suggestions for best practices here -- ideally I'd like to do this with a scrip on the single queue, rather than modifying global scrips. Thanks! Greg ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] not sending AdminCC mail to owner?
I modified the default Script to send AdminCC mail to AdminCCs and the Owner of the ticket. I observed today that it sends to everyone *but* the owner. So our adminccs are John Jo Owen Archive If nobody is the owner, we all receive the e-mail. But if I am the owner, the recipients of the mail are everyone but me. I've confirmed this by both viewing the mail server logs and by checking the Show next to the sent mail notification. Obviously this is some misfire of the duplication suppression... -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] not sending AdminCC mail to owner?
Just for clarity, I am also an admincc watcher of the queue. Anyone have any idea why admincc would be suppressed? On Apr 24, 2009, at 12:33 PM, Jo Rhett wrote: I modified the default Script to send AdminCC mail to AdminCCs and the Owner of the ticket. I observed today that it sends to everyone *but* the owner. So our adminccs are John Jo Owen Archive If nobody is the owner, we all receive the e-mail. But if I am the owner, the recipients of the mail are everyone but me. I've confirmed this by both viewing the mail server logs and by checking the Show next to the sent mail notification. Obviously this is some misfire of the duplication suppression... -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Builder search on Told
This is a very basic SQL question. You need to go get a good book on SQL. I recommend the pink book. (you'll understand when you see it) To answer your question: IS NULL not = NULL. But please don't take my answer and fail to purchase a good book on SQL. On Apr 24, 2009, at 11:22 PM, Matt Hoover wrote: In query builder - how do I search on dates that are NULL? I have tried Told = NULL and lots of other combinations... We are using RT 3.81 Thanks Matt ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.6 and Branded Queues
Um, no... just change the field in the queue configuration. This
might be 3.8.x only, but it's dead simple in 3.8
On Apr 25, 2009, at 2:34 PM, Camron W. Fox wrote:
Is the only way to change 'Subject: [{$rtname} #{$Ticket-id()}]' to
'Subject: [{$Ticket-QueueObj-Name} #{$Ticket-id()}]' to modify
/lib/RT/Action/SendEmail.pm? We seen the stuff on BrandedQueues but we
cannot get it to work with 3.6.6.
Best Regards,
Camron
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[rt-users] Reminders need explanation for checkbox (patch)
The Reminders page has checkboxes which are used to delete old reminders. This is the same logic as used throughout all of the pages, but apparently some users need reminders of this. The following patch solves that problem. Please consider for 3.8.3. --- html/Ticket/Elements/Reminders_orig 2009-04-27 09:24:31.0 -0700 +++ html/Ticket/Elements/Reminders 2009-04-27 09:37:31.0 -0700 @@ -115,6 +115,7 @@ SELF:ShowEntry, Reminder = $reminder, Ticket = $Ticket % } % } +i|/l(Check box to delete)//ibr /br / /div div |/lNew reminder:/ -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] EditPeople delete note inconsistent display (patch)
The page/element for editing People mentions the checkbox for delete, but doesn't display it consistently with other pages. It is near the top and not italicized. This patch improves the display and makes it consistent with other pages. Possible for 3.8.3 ? --- html/Ticket/Elements/EditPeople_orig2009-04-27 09:35:31.0 -0700 +++ html/Ticket/Elements/EditPeople 2009-04-27 09:36:21.0 -0700 @@ -66,7 +66,6 @@ h3|/lOwner//h3 |/lOwner/: /Elements/SelectOwner, Name = 'Owner', QueueObj = $Ticket-QueueObj, TicketObj = $Ticket, Default = $Ticket-OwnerObj-Id, DefaultValue = 0 h3|/lCurrent watchers//h3 -|/l(Check box to delete)/br / |/lRequestors/: EditWatchers, TicketObj = $Ticket, Watchers = $Ticket- Requestors @@ -77,6 +76,7 @@ |/lAdministrative Cc/: EditWatchers, TicketObj = $Ticket, Watchers = $Ticket-AdminCc +i|/l(Check box to delete)//ibr / /td /tr /table -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] integrate calendar into Reminder page?
I'm not sure why the calendar is a popup. There's lots of room for it on the reminders page itself. Would you accept a patch that put the calendar on the page, and got rid of the popup? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Use of Bcc field?
Simple. You get one notification for being the owner. You get another for being a watcher of the queue, which is the Bcc message. There's no way to avoid that I've found. On May 20, 2009, at 12:53 PM, Fran Fabrizio wrote: We have an older RT install, version 3.6.4. I've been noticing recently that when a user submits a reply to his ticket for which I am the owner, I get his correspondence, but I also get a duplicate email which has no To: field (so my mail reader says undisclosed recipients;) and which has me in the Bcc: field. I finally got annoyed enough to dig and figure out which scrip was doing it. In the logs I see: [Wed May 20 10:11:38 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-...@cis.uab.edu #9722/138706 - Scrip 6 OnCorrespNotifyOtherRecips (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) [Wed May 20 10:11:38 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-...@cis.uab.edu No recipients found. Not sending. (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm: 257) [Wed May 20 10:11:38 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-1...@cis.uab.edu #9722/138706 - Scrip 19 OnCorrespNotifyOwner (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) [Wed May 20 10:11:39 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-1...@cis.uab.edu sent To: f...@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276) [Wed May 20 10:11:39 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-...@cis.uab.edu #9722/138706 - Scrip 5 OnCorrespNotifyRequestorsAndCCs (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) [Wed May 20 10:11:39 2009] [info]: rt-3.6.4-10309-1242814297-1067.9722-...@cis.uab.edu sent Bcc: f...@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276) So ok - there were no OtherRecipients, good so far. There was the correspondence to me the owner via Scrip 19, also good so far. But then Scrip 5 OnCorrespNotifyRequestorsAndCCs decided that it should Bcc me. That's where I am stumped. This doesn't happen on all tickets, just some, but I can't discern anything special about this ticket - it's just a simple user sent an email to helpdesk ticket - one Requestor, one Owner. Was this a known bug from the 3.6 series, or is this just me not understanding what the OnCorrespNotifyRequestorsAndCCs scrip is doing? Thanks, Fran -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.8.2 message display bug reappears in 3.8.3
I reported this message display bug about 3 months ago, Kevin agreed
with the fix, but it's still present in 3.8.3. Without this fix, if
you click Show next to an outgoing mail message, regardless of your
preference settings, text paragraphs are a single long line.
--- ShowEmailRecord.html_orig 2009-02-23 16:55:17.0 -0800
+++ ShowEmailRecord.html2009-02-23 16:56:22.0 -0800
-65,7 +65,7
my $show;
$show = sub {
my $attach = shift;
-$m-out( 'div id=bodypre style=padding: 2em;' );
+$m-out( 'div id=body style=white-space: pre-wrap; padding:
2em;' );
$m-out( $m-interp-apply_escapes( $attach-Headers, 'h' ) );
$m-out( \n\n );
if ( $attach-ContentType =~ m{^multipart/}i ) {
-76,7 +76,7
} else {
$show_content-( $attach );
}
-$m-out( '/pre/div' );
+$m-out( '/div' );
};
my $AttachmentObj = new RT::Attachment($session{'CurrentUser'});
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[rt-users] no documentation for Shredder?
If you search the wiki for Shredder you find 1) Lots of notes to not do this, use Shredder instead 2) The extensions page where it says RTx::Shredder is not supported for 3.0, but that the functionality is built into 3.8 series But no documentation whatsoever on how to use Shredder. I'll try to fix, but since I'm learning this myself right now, other people adding good comments would be nice. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] BUG: no_tickets option in rt-shredder Users misses Cc people
rt-shredder --plugin help-Users (snip) no_tickets - boolean If true then plugin looks for users who are not watchers (Owners, Requestors, Ccs or AdminCcs) of any ticket. Well, using the following command gets me thousands of results: rt-shredder --plugin Users=no_tickets;status,any;replace_relations,Nobody;limit,1 -- sqldump /u/rtweb/shredder-restore-users.sql Investigating these users, I find that all of them are Ccs of tickets, but are not Requestors of any tickets. This seems to conflict with both the documentation for the option, and the expected result. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] no documentation for Shredder?
This is now documented at http://wiki.bestpractical.com/view/Shredder I just aimed for some easy to use recipies. It would be good for others to add what they know ;-) On Jun 2, 2009, at 10:57 AM, Jo Rhett wrote: If you search the wiki for Shredder you find 1) Lots of notes to not do this, use Shredder instead 2) The extensions page where it says RTx::Shredder is not supported for 3.0, but that the functionality is built into 3.8 series But no documentation whatsoever on how to use Shredder. I'll try to fix, but since I'm learning this myself right now, other people adding good comments would be nice. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] can I make Shredder Plugins use strict PLEASE?
So I've been chasing this bug around in the code for over an hour, and all I can say at this point is I REALLY HATE GLOBAL VARIABLES. There is absolutely no reason for having subroutines modify global variables, and it makes the code darn hard to debug. If I was to do the work to make all of these modules strict, would you accept the patches? On Jun 2, 2009, at 12:25 PM, Jo Rhett wrote: rt-shredder --plugin help-Users (snip) no_tickets - boolean If true then plugin looks for users who are not watchers (Owners, Requestors, Ccs or AdminCcs) of any ticket. Well, using the following command gets me thousands of results: rt-shredder --plugin Users=no_tickets;status,any;replace_relations,Nobody;limit,1 -- sqldump /u/rtweb/shredder-restore-users.sql Investigating these users, I find that all of them are Ccs of tickets, but are not Requestors of any tickets. This seems to conflict with both the documentation for the option, and the expected result. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] BUG: no_tickets option in rt-shredder Users misses Cc people
I found the bug. It's a documentation bug mostly -- the no_tickets
option is listed as binary, which said to me no value should be
provided. However, if you don't define a value (like quoted below)
then it doesn't work.
This code change would allow it to be used either way:
--- Users.pm_orig 2009-06-02 12:28:24.0 -0700
+++ Users.pm2009-06-02 14:25:26.0 -0700
@@ -165,7 +165,7 @@
);
}
-if( $self-{'opt'}{'no_tickets'} ) {
+if( exists $self-{'opt'}{'no_tickets'} ) {
return $self-FilterWithoutTickets(
Shredder = $args{'Shredder'},
Objects = $objs,
On Jun 2, 2009, at 12:25 PM, Jo Rhett wrote:
rt-shredder --plugin help-Users
(snip)
no_tickets - boolean
If true then plugin looks for users who are not watchers (Owners,
Requestors, Ccs or AdminCcs) of any ticket.
Well, using the following command gets me thousands of results:
rt-shredder --plugin
Users=no_tickets;status,any;replace_relations,Nobody;limit,1 --
sqldump /u/rtweb/shredder-restore-users.sql
Investigating these users, I find that all of them are Ccs of
tickets, but are not Requestors of any tickets. This seems to
conflict with both the documentation for the option, and the
expected result.
--
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[rt-users] BUG: shredder noticket option ignores deleted messages
The shredder users module will delete users actively assigned to
tickets which are Deleted. I suspect that the tickets should be
Wiped before these users are removed.
--- Users.pm_orig 2009-06-02 12:28:24.0 -0700
+++ Users.pm2009-06-02 15:34:56.0 -0700
@@ -219,7 +219,8 @@
sub _WithoutTickets {
my ($self, $user) = @_;
my $tickets = RT::Tickets-new( $RT::SystemUser );
-$tickets-FromSQL( 'Watcher.id = '. $user-id );
+ $tickets-{'allow_deleted_search'} = 1;
$tickets-FromSQL( 'Watcher.id = '. $user-id );
# HACK: we may use Count method which counts all records
# that match condtion, but we really want to know only that
# at least one record exist, so we fetch first row only
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[rt-users] Shredder notickets finds users who have valid contributions
Okay, so this is something I'm not sure how to resolve. I open a ticket for jo.rh...@company.com. Jo receives his e-mail, and sends replies to me from j...@company.com. Obviously a second user is created for jo@ but it's also picked up to be deleted by Scrubber. I'm not sure this is the right approach. Is there any way to modify the query done to pick up any valid contributor? All we really want to do is delete users whose tickets have been deleted (ie spam) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] BUG: shredder noticket option ignores deleted messages
Sorry, revised patch is:
--- Users.pm_orig 2009-06-02 12:28:24.0 -0700
+++ Users.pm2009-06-02 15:34:56.0 -0700
@@ -219,7 +219,8 @@
sub _WithoutTickets {
my ($self, $user) = @_;
my $tickets = RT::Tickets-new( $RT::SystemUser );
+ $tickets-{'allow_deleted_search'} = 1;
$tickets-FromSQL( 'Watcher.id = '. $user-id );
# HACK: we may use Count method which counts all records
# that match condtion, but we really want to know only that
# at least one record exist, so we fetch first row only
--
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Re: [rt-users] 3.8.2 message display bug reappears in 3.8.3
On Jun 3, 2009, at 5:23 AM, Kevin Falcone wrote: I reported this message display bug about 3 months ago, Kevin agreed with the fix, but it's still present in 3.8.3. Without this fix, if you click Show next to an outgoing mail message, regardless of your preference settings, text paragraphs are a single long line. I don't recall agreeing with the fix, but I did ask for it to end up in the bug tracker so it could be tracked. Its currently slated for review for 3.8.4 http://rt3.fsck.com/Ticket/Display.html?id=13230 As I recall, during triage for 3.8.3 I couldn't immediately replicate the problem you were solving so we left it for further review when we had a little more time to replicate. It only happens when you click Show for outbound messages - ie, to AdminCcs or Requestors. Normal ticket display is unaffected. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] search for deleted tickets in a Dashboard?
Sorry to be dense, but can you translate the first sentence for me? ;-)
I realize that this parameter needs to be set, I'm just unclear as to
how.
And would you guys accept a patch which put a checkbox for searching
deleted messages on the Web UI?
On Jun 3, 2009, at 7:05 AM, Ruslan Zakirov wrote:
You can use custom portlet based on a component with
$tickets-{'allow_search_deleted'} = 1;
On Wed, Jun 3, 2009 at 6:04 PM, Ruslan Zakirov ruslan.zaki...@gmail.com
wrote:
There is no way to search deleted tickets in the web UI.
On Tue, Jun 2, 2009 at 10:48 PM, Jo Rhett
jrh...@netconsonance.com wrote:
I'm trying to create a Dashboard which will mail out the tickets for
review which are going to be purged from the system by rt-scrubber.
In testing I have found something weird. Giving rt-scrubber a query
like this works fine.
rt-shredder --plugin Tickets=query, Status = 'deleted' AND
LastUpdated '90 days ago';limit,100 --sqldump /u/rtweb/shredder-
restore.sql
However the same query in the ticket system returns no results. Is
there something about doing ticket queries where Deleted is not a
valid status? How do we solve this problem?
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Re: [rt-users] RT 3.8.2 - 3.8.3 Update/Changes
On Jun 3, 2009, at 5:30 AM, Kevin Falcone wrote: Yes, there is a database upgrade involved. $ rt-setup-database --action upgrade --datadir etc/upgrade/3.8.3 (snip) Enter RT version you're upgrading from: 3.8.2 No DB changes between 3.8.2 and 3.8.3 Done. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 - 3.8.3 Update/Changes
On Jun 3, 2009, at 12:28 PM, Kevin Falcone wrote: I don't think you're doing this from a tarball, you're trying to do it from the installed directory. Nope, from the extracted tarball in ports directory. It gives you an even more specific command to run at the end of the output from make upgrade FreeBSD port doesn't use make install or make upgrade -- unless perhaps we're supposed to run make upgrade from the extraction directory afterwards. The port doesn't indicate this. I'm very tempted to stop using the FreeBSD port and just run RT from a single install directory, but I'm also aware that this will make the installation even more tied-to-Jos-brain and less easy for others to maintain, so... -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] a couple bugs in RT 3.8.3
On Jun 4, 2009, at 5:44 AM, Guadagnino Cristiano wrote:
- the new homepage refresh interval option in preferences
doesn't work
This works for me.
- when I'm root and I click on configuration-users-
whichever_user_name-History, I have this error message:
Can't locate object method Name via package No object mapping for
field (perhaps you forgot to load No object mapping for field?)
at /opt/rt3/local/plugins/RT-Extension-ForkTicket/html/Callbacks/RT-
Extension-ForkTicket/Ticket/Elements/ShowTransaction/ModifyCommand
line 7.
it seems the culprit is the ForkTicket extension… maybe it is
broken by the recent upgrade?
Yes, one of the callbacks is. My hack was such: (note that this also
disables Pre/Post-task which we don't use -- but you can easily add
them back in)
--- ModifyCommand_orig 2009-02-19 11:42:06.0 -0800
+++ ModifyCommand 2009-06-02 15:49:50.0 -0700
@@ -4,10 +4,15 @@
my $PosttaskURL = [a href=\ . $ForkPath . ?
CreateType=PosttaskQuoteTransaction= . $Transaction-Id .
\PostTask/a];
my $CloneURL = [a href=\ . $ForkPath . ?
CreateType=CloneQuoteTransaction= . $Transaction-Id . \Clone/
a];
-if ($Transaction-Type =~ /^(Create|Correspond|Comment)$/ $Ticket-
QueueObj-Name !~ /^(Approval)$/ $Transaction-TicketObj-
CurrentUserHasRight('ModifyTicket')) {
- $$titlebar_cmd .= $PretaskURL;
- $$titlebar_cmd .= $PosttaskURL;
- $$titlebar_cmd .= $CloneURL;
+if( ref( $Ticket-QueueObj ) ) {
+ if ($Transaction-Type =~ /^(Create|Correspond|Comment)$/
$Ticket-QueueObj-Name !~ /^(Approval)$/ $Transaction-TicketObj-
CurrentUserHasRight('ModifyTicket')) {
+ $$titlebar_cmd .= $CloneURL;
+ }
+}
+else {
+ if ($Transaction-Type =~ /^(Create|Correspond|Comment)$/
$Transaction-TicketObj-CurrentUserHasRight('ModifyTicket')) {
+ $$titlebar_cmd .= $CloneURL;
+ }
}
/%INIT
%ARGS
--
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Re: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 cgarcia.vcf___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] R: R: a couple bugs in RT 3.8.3
On Jun 5, 2009, at 6:21 AM, Guadagnino Cristiano wrote: Thank you very much Drew for the additional information. I have now set it to 120 and restarted Apache. Unfortunately, this didn't achieve the expected result. The behaviour is the same as before. Is RefreshHomepage a HomepageComponent? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reminders: What are they, can they (or something else in RT) be made to do this?
On Jun 8, 2009, at 11:14 AM, Kevin Falcone wrote: Try creating a dashboard with a search of Type = 'reminder' and Due = 'today' and create a subscription to the dashboard Huh? This made perfect sense to me until I tried to create this query. If anyone else tries to do this, set your Due field in the query, then switch to Advanced and add AND Type = 'reminder' to it by hand, then save the query and build a dashboard from it. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies
I've confirmed that this is a bug. STANDALONE is defined as default 1, but never disabled when modperl2 or anything else is checked. On Jul 23, 2009, at 11:17 AM, Jo Rhett wrote: I'm not trying to run RT standalone, why does it refuse to install due to missing standalone dependancies? SOME DEPENDENCIES WERE MISSING. STANDALONE missing dependencies: HTTP::Server::Simple = 0.34...MISSING HTTP::Server::Simple::Mason = 0.09...MISSING *** Error code 1 My entire configure line is ./configure --with-db-type=mysql --with- my-user-group --with-db-dba=root --with-db-database=rt --with-web- handler=modperl2 --with-db-rt-user=rt --with-db-rt-pass=hereilie -- prefix=/u/rtweb/rt38 --with-apachectl=/usr/local/sbin/apachectl -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.8.4 won't install due to missing standalone dependancies?
I'm not trying to run RT standalone, why does it refuse to install due to missing standalone dependancies? SOME DEPENDENCIES WERE MISSING. STANDALONE missing dependencies: HTTP::Server::Simple = 0.34...MISSING HTTP::Server::Simple::Mason = 0.09...MISSING *** Error code 1 My entire configure line is ./configure --with-db-type=mysql --with-my- user-group --with-db-dba=root --with-db-database=rt --with-web- handler=modperl2 --with-db-rt-user=rt --with-db-rt-pass=hereilie -- prefix=/u/rtweb/rt38 --with-apachectl=/usr/local/sbin/apachectl -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] PATCH: RT.pm.in for MasonComponentRoot
So I just setup 3.8.4 as an install from source in its own directory instead of using the FreeBSD port. When I got done, I got a 404 error that wouldn't go away. RT log indicated [Thu Jul 23 19:57:45 2009] [warning]: [Mason] Cannot resolve file to component: /u/rtweb/rt38/share/html/index.html (is file outside component root?) at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ ApacheHandler.pm line 852. (/usr/local/lib/perl5/site_perl/5.8.8/HTML/ Mason/ApacheHandler.pm:852) As it turns out, the problem was in lib/RT.pm. It doesn't seem to work okay with relative paths. --- RT.pm_orig 2009-07-23 13:12:45.0 -0700 +++ RT.pm 2009-07-23 13:02:02.0 -0700 @@ -75,7 +75,8 @@ # $MasonComponentRoot is where your rt instance keeps its mason html files -our $MasonComponentRoot = 'share/html'; +our $MasonComponentRoot = '/u/rtweb/rt38/share/html'; # $MasonLocalComponentRoot is where your rt instance keeps its site- local # mason html files. The fix for the source tree would be: --- lib/RT.pm.in_orig 2009-07-23 13:18:30.0 -0700 +++ lib/RT.pm.in2009-07-23 13:19:35.0 -0700 @@ -75,7 +75,7 @@ # $MasonComponentRoot is where your rt instance keeps its mason html files -our $MasonComponentRoot = '@MASON_HTML_PATH@'; +our $MasonComponentRoot = '@RT_PATH@/@MASON_HTML_PATH@'; # $MasonLocalComponentRoot is where your rt instance keeps its site- local # mason html files. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies
On Jul 23, 2009, at 11:48 AM, Jesse Vincent wrote: On Thu, Jul 23, 2009 at 11:22:19AM -0700, Jo Rhett wrote: I've confirmed that this is a bug. STANDALONE is defined as default 1, but never disabled when modperl2 or anything else is checked. We want it installed by default, as it's invaluable in debugging and triage when your live, production RT is broken Doesn't RT doesn't have enough perl module bloat? And okay, I'll accept that answer if there was any documentation explaining both how this helps, and how to use it ourselves... -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] PATH: shredder deletes users with valid messages
This patch was cribbed from somewhere else and improved, but it's
still not integrated into 3.8.4.Can we get this into 3.8.5 please?
--- lib/RT/Shredder/Plugin/Users.pm_orig2009-07-23
13:29:58.0 -0700
+++ lib/RT/Shredder/Plugin/Users.pm 2009-07-23 13:31:26.0
-0700
@@ -165,7 +165,7 @@
);
}
-if( $self-{'opt'}{'no_tickets'} ) {
+if( exists( $self-{'opt'}{'no_tickets'} ) ) {
return $self-FilterWithoutTickets(
Shredder = $args{'Shredder'},
Objects = $objs,
@@ -219,7 +219,8 @@
sub _WithoutTickets {
my ($self, $user) = @_;
my $tickets = RT::Tickets-new( $RT::SystemUser );
-$tickets-FromSQL( 'Watcher.id = '. $user-id );
+$tickets-{'allow_deleted_search'} = 1;
+$tickets-FromSQL( 'Watcher.id = '. $user-id . ' OR Creator.id =
'. $user-id );
# HACK: we may use Count method which counts all records
# that match condtion, but we really want to know only that
# at least one record exist, so we fetch first row only
--
Jo Rhett
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Re: [rt-users] BUG: 3.8.4 won't install due to irrelevant standalone dependancies
On Jul 23, 2009, at 1:40 PM, Jesse Vincent wrote: And okay, I'll accept that answer if there was any documentation explaining both how this helps, and how to use it ourselves... You'd do better at engaging with developers if you were a little less combative. I am trying to help. But at the moment I mostly just lose hour after hour trying to figure out stuff that's in your brain, but not explained anywhere. So every time I sit down to work on RT problems, I end up exhausted and having wasted the time I could have spent doing something useful. Thanks for the great work so far, but please document this stuff so that we can help. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] PATCH: RT.pm.in for MasonComponentRoot
On Jul 23, 2009, at 1:55 PM, Jesse Vincent wrote: Can you please send the ./configure invocation you used that generated this error? I'm surprised I haven't run across this issue before. Simple enough: ./configure --prefix=/u/rtweb/rt38 --with-web-handler=modperl2 --with- my-user-group --with-db-type=mysql On Thu, Jul 23, 2009 at 01:21:46PM -0700, Jo Rhett wrote: So I just setup 3.8.4 as an install from source in its own directory instead of using the FreeBSD port. When I got done, I got a 404 error that wouldn't go away. RT log indicated [Thu Jul 23 19:57:45 2009] [warning]: [Mason] Cannot resolve file to component: /u/rtweb/rt38/share/html/index.html (is file outside component root?) at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ ApacheHandler.pm line 852. (/usr/local/lib/perl5/site_perl/5.8.8/ HTML/ Mason/ApacheHandler.pm:852) As it turns out, the problem was in lib/RT.pm. It doesn't seem to work okay with relative paths. --- RT.pm_orig 2009-07-23 13:12:45.0 -0700 +++ RT.pm 2009-07-23 13:02:02.0 -0700 @@ -75,7 +75,8 @@ # $MasonComponentRoot is where your rt instance keeps its mason html files -our $MasonComponentRoot = 'share/html'; +our $MasonComponentRoot = '/u/rtweb/rt38/share/html'; # $MasonLocalComponentRoot is where your rt instance keeps its site- local # mason html files. The fix for the source tree would be: --- lib/RT.pm.in_orig 2009-07-23 13:18:30.0 -0700 +++ lib/RT.pm.in2009-07-23 13:19:35.0 -0700 @@ -75,7 +75,7 @@ # $MasonComponentRoot is where your rt instance keeps its mason html files -our $MasonComponentRoot = '@MASON_HTML_PATH@'; +our $MasonComponentRoot = '@RT_PATH@/@MASON_HTML_PATH@'; # $MasonLocalComponentRoot is where your rt instance keeps its site- local # mason html files. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4
RT-Extension-ToggleSuperUser is broken in 3.8.4 because the personal toolbar moved from html/Elements/Header to html/Elements/ PersonalQuickbar. Well not really a patch, but the fix is to rename local/plugins/RT- Extension-ToggleSuperUser/html/Callbacks/ToggleSuperUser/Elements/ Header to local/plugins/RT-Extension-ToggleSuperUser/html/Callbacks/ ToggleSuperUser/Elements/PersonalQuickbar -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ModifyTicket required to close tickets?
I have repeatedly found problems where people can mistakenly affect large batches of tickets. The answer provided by Best Practical has been to remove ModifyTicket right from people. So after upgrading to 3.8.4 I went ahead with this. Now nobody can close tickets. Yep, that's right -- can't even mark them resolved. Brilliant. Obviously this is a non-op, and I had to give the ModifyTicket right back to everyone. BPS: what kind of patches will you accept to break ModifyTicket into some distinct rights groups so that normal operations: close tickets, reassign tickets, etc can be done by users, without giving them the rights to batch modify and update hundreds of tickets? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] PATH: shredder deletes users with valid messages
Gordon, I didn't demand anything. I (for free, as you said) supplied a patch which makes the software work. Without the patch, the software does not function. The person I was replying to was making an argument that this wasn't necessary, and my text quoted below was simply making the point that it was necessary. Without the patch, db inconsistency can make loading tickets impossible. And without the patch, it errors out rather than completing the job. There's nothing tired or emotional about this, it's plain fact. On Jul 23, 2009, at 5:32 PM, gor...@cryologic.com wrote: Demanding work be done by developers who kindly (ie for free) maintain open source software, in my opinion, borders on being plain rude. You are free to patch your own version of RT, or find alternative software which falls more in line with your expectations for ongoing development. The excuse of being tired and emotional only carries weight for so long. Gordon Jo Rhett wrote: See my reply. The part of the patch which you refused because it was well documented breaks RT. Not fixing that isn't something you can simply document -- RT falls over. Searches break. Pulling up tickets break. Pulling reports on users work on tickets break. You can't simply document this behavior, it's a must-fix issue. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4
On Jul 24, 2009, at 12:57 PM, Kevin Falcone wrote: You may also want to report this here, so Emmanuel can release a new version. http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-ToggleSuperUser I wasted 5 minutes trying to get an account set up in their system before giving up. I'm sorry, I'm not willing to waste hours and give up my first-born to send someone a comment. They clearly think that accounts are very special things that we should be honored to have. I think it's a PITA. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reassigning tickets as superuser
I've asked about this before and they seem unwilling to accept patches to fix this behavior. But I totally agree with you ;-) On Jul 22, 2009, at 7:39 AM, Steve Hopps wrote: It seems there is no way to give someone permission to simply reassign a ticket which is already owned. No matter what, you must 'steal' the ticket, then reassign it. From a manager's perspective this is kind of a pain (I teased my boss I know it's a whole extra click!), would it be possible for this to be changed in an upcoming patch so that you can assign a permission which allows someone to reassign tickets even if they are not the owner? -Steve Hopps ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.3: Page not found
Check your WebPath setting. On Jul 17, 2009, at 9:03 AM, Victor Gehring wrote: The below also appears in the RT Wiki 3.8.3 release announcement comments area . . . I have just done a fresh install of 3.8.3 on SLES10SP2/MySQL 5.0.26/ Apache2. I keep getting The page you requested could not be found when creating or replying to a ticket. The workaround is to remove the extra /rt that is inserted into the browser's address line and then things work fine. I have also tried fiddling with the SiteConfig.pm to affect the pathing, but no go. The doc I have shows two statements, Set($WebURL = ... and Set($WebImagesURL = ... that Apache does not like, so I have to comment them out to start the webserver. I get the same result w/both IE7 and Firefox 3.0.11. Any ides? TIA, Victor Gehring, CNE, CCDA, ITIL Sr. Systems Engineer PC Network, Inc. 100 S. Broad St. Suite 1205 Philadelphia, PA 19110 267-236-0015 x312 cell: 609-703-9799 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] PATCH: RT-Extension-ToggleSuperUser broken by 3.8.4
On Jul 24, 2009, at 4:45 PM, Kevin Falcone wrote: When you clicked on Report a new bug did you miss the email address where you can send reports, no account required? Yes, I did. Sorry. Let us know if we could have made that clearer by sending a patch to the RT-BugTracker-Public distribution After I spun off to the bitcard signup stuff I didn't go back to the page and notice this text. FWIW, the bitcard login system did give me a confirmation email today so I do have a working login today. Dunno what the drama was. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] message display bug reappears in 3.8.4
Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch to this when we installed it and I can easily see this problem. You claimed you are having trouble replicating this bug. I'm boggled, because my bug description on the original report shows it clearly. How can I help you replicate it? On Jun 3, 2009, at 12:01 PM, Kevin Falcone wrote: On Jun 3, 2009, at 2:47 PM, Jo Rhett wrote: On Jun 3, 2009, at 5:23 AM, Kevin Falcone wrote: I reported this message display bug about 3 months ago, Kevin agreed with the fix, but it's still present in 3.8.3. Without this fix, if you click Show next to an outgoing mail message, regardless of your preference settings, text paragraphs are a single long line. I don't recall agreeing with the fix, but I did ask for it to end up in the bug tracker so it could be tracked. Its currently slated for review for 3.8.4 http://rt3.fsck.com/Ticket/Display.html?id=13230 As I recall, during triage for 3.8.3 I couldn't immediately replicate the problem you were solving so we left it for further review when we had a little more time to replicate. It only happens when you click Show for outbound messages - ie, to AdminCcs or Requestors. Normal ticket display is unaffected. http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=109609Attachment=52649 That looked fine, so I tabled it for 3.8.3 until we could figure out what it was trying to fix. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] message display bug reappears in 3.8.4
On Jul 27, 2009, at 10:34 AM, Kevin Falcone wrote: On Mon, Jul 27, 2009 at 09:58:08AM -0700, Jo Rhett wrote: Kevin, this bug is still present in 3.8.4 -- I didn't apply our patch to this when we installed it and I can easily see this problem. 3.8.4 was a bugrelease for 3.8.3, anything tabled after 3.8.3 was pushed to 3.8.6 It was originally reported against 3.8.2. You claimed you are having trouble replicating this bug. I'm boggled, because my bug description on the original report shows it clearly. How can I help you replicate it? How does it show it? I quoted the transaction link and it didn't appear all as one line. http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=109609Attachment=52649 Please let us know what piece of display off of 13230 shows the problem you're encountering. Preferably as a note on the ticket so the next time we triage we can re-check it This sounds perfect for clarifying the situation. However, I'm not certain that I have a login on this system? If so, I have no clue what it is, sorry. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ModifyTicket required to close tickets?
In this case I want this given to all Privileged users. (sorry, should have clarified that user meant Privileged user) The vast majority of our tickets remain owned by Nobody. We only assign them if only one person can accomplish it. Day to day normal support tickets remain unowned. (Given that when someone owns a ticket, nobody else can simply reassign it to themselves without a multi-step process, this is how we work) Obviously I can change that, but forcing people to take ownership of a ticket (multiple steps) just to answer a customer and close the ticket is bad. Never make it harder for a support person to do their job :-( On Jul 27, 2009, at 11:13 AM, Joachim Thuau wrote: Shouldn't this be something like: * Remove ModifyTicket from everyone. * add ModifyTicket to Requestor and Owner. That would allow a user (the requestor, supposedly), the right to modify the tickets he/she has created. Jok -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Jo Rhett Sent: Friday, July 24, 2009 3:42 PM To: RT Users Subject: [rt-users] ModifyTicket required to close tickets? I have repeatedly found problems where people can mistakenly affect large batches of tickets. The answer provided by Best Practical has been to remove ModifyTicket right from people. So after upgrading to 3.8.4 I went ahead with this. Now nobody can close tickets. Yep, that's right -- can't even mark them resolved. Brilliant. Obviously this is a non-op, and I had to give the ModifyTicket right back to everyone. BPS: what kind of patches will you accept to break ModifyTicket into some distinct rights groups so that normal operations: close tickets, reassign tickets, etc can be done by users, without giving them the rights to batch modify and update hundreds of tickets? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] message display bug reappears in 3.8.4
On Jul 27, 2009, at 12:03 PM, Kevin Falcone wrote How does it show it? I quoted the transaction link and it didn't appear all as one line. http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=109609Attachment=52649 Please let us know what piece of display off of 13230 shows the problem you're encountering. Preferably as a note on the ticket so the next time we triage we can re-check it So go to here: http://rt3.fsck.com/Ticket/Display.html?id=13230 Click Show next to one of the notifications that e-mail was sent and look at my long paragraph at the top of the ticket. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ModifyTicket required to close tickets?
On Jul 27, 2009, at 11:57 AM, Kevin Falcone wrote: Obviously I can change that, but forcing people to take ownership of a ticket (multiple steps) just to answer a customer and close the ticket is bad. Never make it harder for a support person to do their job :-( If you have TakeTicket there should be links to own a ticket in one click. Taking a ticket from person A and giving it to person B is indeed a long laborious process, but grabbing a ticket to work on shouldn't be. The problem is that anywhere from 2 to 22 people can work on a ticket throughout it's lifetime, and it's not a think about who owns it kind of thing. It's just in the queue, answer it next methodology for most tickets. So a person will click to open a ticket, then click to reply... then realize they need to take ownership to resolve it and have to back out, steal the ticket and then reply. And, to confirm, ModifyTicket is required to resolve a ticket. ModifyTicket has long been up for discussion for breaking into multiple rights, but it needs to be done right and be backwards compatible. Because this topic matters to me a lot, if you'd be willing to toss out requirements for the patch I might be able to take it on next week, after I do the long-delayed mail headers rewrite. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] message display bug reappears in 3.8.4
All I see is the word download when I go to that link. In our instance that paragraph would be a single long line. On Jul 27, 2009, at 2:14 PM, Kevin Falcone wrote: Wraps fine here, looking at: http://rt3.fsck.com/Ticket/ShowEmailRecord.html?id=13230Transaction=115543Attachment=55537 What URL are you viewing that looks long and run-on? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] message display bug reappears in 3.8.4
On Jul 27, 2009, at 5:24 PM, Kevin Falcone wrote: On Mon, Jul 27, 2009 at 08:17:58PM -0400, Kevin Falcone wrote: On Mon, Jul 27, 2009 at 02:23:18PM -0700, Jo Rhett wrote: All I see is the word download when I go to that link. In our instance that paragraph would be a single long line. It is definitely not a single line here. Unfortunately, I need a replication recipe so I can see what your patch is attempting to fix. Okay, I think I might have it. # Default wrapping: HARD (choices SOFT, HARD) Set( $MessageBoxWrap, 'SOFT' ); If you are set for default HARD, then it is being wrapped by RT for you -- which is seems to be what I view. What we want is appropriate wrapping relative to the window size. If you set this to SOFT and re- add that paragraph without linefeeds, you'll see the problem. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] why is RTFM demanding CPAN?
I'm trying to install RTFM 2.4.2 and it's trying to set up all sorts of CPAN stuff. Why? I can tell you now that this isn't going to work. I'm only using a normal user account, and frankly I detest CPAN and the whole screw up all the perl-based software on your system easily and automatically! that is CPAN. If RTFM needs some perl modules, I will evaluate and install them one by one, carefully. Ad-hoc installs and upgrades only break things that have differing dependancies. I don't mind having to upgrade a different piece of software to resolve a version dependancy issue -- but i hate having it broken for me, before I am even aware there will be a problem. Auto-package- install is guaranteed failure unless you limit yourself to one perl- based software package per machine. In the next update, please make it possible for a person to not use CPAN. make testdeps should do the job just fine, thank you. You can have make fixdeps use CPAN -- I'll never run it, and that way people who want to swath/trash/destroy can do so at their leisure ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] why is RTFM demanding CPAN?
On Jul 28, 2009, at 1:28 PM, Jo Rhett wrote: You can read the docs for that module and it talks about arguments to Makefile.PL that will simulate testdeps or fixdeps for you, and how to disable auto installation. Ah yes, Perldoc. The greatest way to hide your documentation, so it can only be read via less on the original doc. Or even better -- waste your time. There's no documentation in these modules. There's no documentation on CPAN either. Where exactly can one find docs for the module? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM make initdb needs superuser rights to assign ACLs
Make initdb fails. It seems to want to assign rights, which would require an admin login not the user login. $ /usr/bin/perl -Ilib -I/d/u/rtweb/rt38/local/lib -I/u/rtweb/rt38/lib / d/u/rtweb/rt38/sbin/rt-setup-database --action acl --datadir etc --dba rtweb_tickets --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as rtweb_tickets Please specify that user's database password below. If the user has no database password, just press return. Password: (snip) Now inserting database ACLs Granting access to rtweb_tickets@'localhost' on rtweb_tickets. DBD::mysql::st execute failed: Access denied for user 'rtweb_tickets'@'localhost' to database 'mysql' at /d/u/rtweb/rt38/ sbin/../lib/RT/Handle.pm line 430, STDIN line 1. DBD::mysql::st execute failed: Access denied for user 'rtweb_tickets'@'localhost' to database 'mysql' at /d/u/rtweb/rt38/ sbin/../lib/RT/Handle.pm line 430, STDIN line 1. Changing the command line to use the admin login solved this: $ /usr/bin/perl -Ilib -I/d/u/rtweb/rt38/local/lib -I/u/rtweb/rt38/lib / d/u/rtweb/rt38/sbin/rt-setup-database --action acl --datadir etc --dba root --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rtweb_tickets User: rtweb_tickets DBA:root Now inserting database ACLs Granting access to rtweb_tickets@'localhost' on rtweb_tickets. Done. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] why is RTFM demanding CPAN?
On Jul 28, 2009, at 4:14 PM, Hans Dieter Pearcey wrote: Kevin's message didn't say look in inc and run perldoc on whatever you find, it said to read the documentation for Module::AutoInstall. Lo and behold: http://search.cpan.org/~adamk/Module-Install-0.91/lib/Module/AutoInstall.pm Documentation. Hm. And when I google the module this link isn't on the first page of 30 results. I'm sorry, but read the docs is a pretty nasty reply if the docs aren't anywhere one would expect to find them. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM installation documentation loop/catch-22
So I'm trying to create an Article in RTFM. Got a class. No Content. After searching around I learn that you don't get a Body field without a custom field. And yeah, the manual says that too -- several pages farther down than were it instructs you on how to create the article. So I create a custom field. And enable it. And try to associate it with the class. Except the class can't find it. Going back to Custom Fields, it doesn't show in the list either unless I check the box labeled Include disabled custom fields. Except that this is not disabled. So I disable it. Doesn't show. I re-enable it, it still doesn't show. I finally determined that you have to set Type: to RTFM Article. This is not mentioned in the documentation at all, but is clearly a required step. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] what are RTFM Topics used for?
So I've read the RTFM manual and I'm no clearer really on what purpose Topics provide. They don't see to add anything to the privileged user interface. Is this something that is used in the self-service interface? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] create RTFM manual pages in wiki?
The RTFM PDF manual is very very very out of date. If I were to spent the time breaking the PDF up into several wiki pages and updating those pages to reflect 2.4.2 would that be acceptable? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachment storage
On Jul 29, 2009, at 4:16 PM, Michael Ellis wrote: I am considering attaching .wav files of the voicemail left on our helpdesk to rt tickets, but I'm worried about performance/stability if I start putting this amount of binary data in the system. I ran this thought by our local DB guy and he FWIW our voicemail system dumps all voicemail as WAV files into a separate queue that is transcribed by the support staff. We've probably got 7k messages in there now, no problems so far. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] [fsck.com #13230] bug/patch - no linefeeds in Show output for an outgoing message
I'd like to point out that this problem also re-appears in RTFM Extract Article as well. With MessageBoxWrap = SOFT, all paragraphs are a single long line. On Jul 27, 2009, at 6:29 PM, Jo Rhett wrote: Okay, I think I might have it. # Default wrapping: HARD (choices SOFT, HARD) Set( $MessageBoxWrap, 'SOFT' ); If you are set for default HARD, then it is being wrapped by RT for you -- which is seems to be what I view. What we want is appropriate wrapping relative to the window size. If you set this to SOFT and re-add that paragraph without linefeeds, you'll see the problem. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip for Merging bounces into existing tickets added to the wiki
Otmar, this looks great -- however it doesn't seem to be working. Is there any useful way to debug this? I've confirmed that the bounce e-mails all contain the information you are looking for. Nothing bad appears in rt.log On Jul 24, 2009, at 4:43 AM, Otmar Lendl wrote: I recently hacked up a small Scrip that tries to merge new tickets generated by mail bounces into the ticket that generated the mail. This is similar to what http://wiki.bestpractical.com/view/RtBounceHandler is doing, just that it's implemented as a scrip and not as an external program which runs on incoming mail. I've added my code to the RT wiki at http://wiki.bestpractical.com/view/BounceMerge I hope someone else might find it useful, too. /ol -- -=- Otmar Lendl -- o...@bofh.priv.at -- http://lendl.priv.at/ -=- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip for Merging bounces into existing tickets added to the wiki
I found one problem. It assumes that the Organization name is also used as the subject line tag. I've fixed that. But it has print STDERR statements here, and I wish I could figure out where those PRINTs are going. Or is there a better way to debug statements out to rt.log? On Jul 30, 2009, at 11:52 AM, Jo Rhett wrote: Otmar, this looks great -- however it doesn't seem to be working. Is there any useful way to debug this? I've confirmed that the bounce e-mails all contain the information you are looking for. Nothing bad appears in rt.log On Jul 24, 2009, at 4:43 AM, Otmar Lendl wrote: I recently hacked up a small Scrip that tries to merge new tickets generated by mail bounces into the ticket that generated the mail. This is similar to what http://wiki.bestpractical.com/view/RtBounceHandler is doing, just that it's implemented as a scrip and not as an external program which runs on incoming mail. I've added my code to the RT wiki at http://wiki.bestpractical.com/view/BounceMerge I hope someone else might find it useful, too. /ol -- -=- Otmar Lendl -- o...@bofh.priv.at -- http://lendl.priv.at/ -=- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.8.4 bug -- removing reminders doesn't work
Something which changed in 3.8.3 - 3.8.4 broke the removing of reminders. If you click the checkbox and click save, the reminder doesn't go away. I'd be happy to supply debug if there is a way to get some. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.4 bug -- removing reminders doesn't work
Okay, this might be a fluke. The Reminder doesn't disappear -- returns checked -- but does disappear from the home page and the upcoming reminders report. So it's a change in behavior that is confusing if you got used to the old behavior. On Aug 20, 2009, at 10:06 AM, Jo Rhett wrote: FYI, the odd thing is that when you save the reminder with it checked, it comes back checked. Even if you leave the ticket and come back, the reminder is checked. But it never disappears from the reminders on the home page. On Aug 20, 2009, at 9:49 AM, Jo Rhett wrote: Something which changed in 3.8.3 - 3.8.4 broke the removing of reminders. If you click the checkbox and click save, the reminder doesn't go away. I'd be happy to supply debug if there is a way to get some. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] timeworked.pl requires every extension lib to be added?
So I'm testing out your time worked report, and I'm finding that each and every extension I've added needs to be put in your use lib line. Couldn't you simplify this and use the same lib path adjustment as the main RT instance? Or better yet, not include the extensions? Do you really need them? [rt...@kininvie ~]$ ./timeworked.pl --startdate 2009-09-20 --enddate 2009-09-27 --queues Support --debug DEBUG: Time zone offset is -25200. DEBUG: Using starting date string 2009-09-20 07:00:00 DEBUG: Using ending date string 2009-09-27 07:00:00 Can't locate RT/FM.pm in @INC (@INC contains: /d/u/rtweb/../local/lib / d/u/rtweb/../lib /u/rtweb/rt38/lib /usr/local/lib/perl5/5.8.8/BSDPAN / usr/local/lib/perl5/site_perl/5.8.8/mach /usr/local/lib/perl5/ site_perl/5.8.8 /usr/local/lib/perl5/site_perl /usr/local/lib/ perl5/5.8.8/mach /usr/local/lib/perl5/5.8.8 .) at /u/rtweb/rt38/lib/ RT.pm line 628. * edits use lib line... $ ./timeworked.pl --startdate 2009-09-20 --enddate 2009-09-27 --queues Support --debug DEBUG: Time zone offset is -25200. DEBUG: Using starting date string 2009-09-20 07:00:00 DEBUG: Using ending date string 2009-09-27 07:00:00 Can't locate RT/Extension/ForkTicket.pm in @INC (@INC contains: /d/u/ rtweb/../local/lib /d/u/rtweb/../lib /u/rtweb/rt38/lib /u/rtweb/rt38/ local/plugins/RT-FM/lib /usr/local/lib/perl5/5.8.8/BSDPAN /usr/local/ lib/perl5/site_perl/5.8.8/mach /usr/local/lib/perl5/site_perl/5.8.8 / usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.8/mach /usr/ local/lib/perl5/5.8.8 .) at /u/rtweb/rt38/lib/RT.pm line 628. * edits use lib line... (next error) * smacks head against table ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] timeworked.pl requires every extension lib to be added?
On Sep 25, 2009, at 7:45 PM, Fran Fabrizio wrote: I did not experience that, the version I shared on the list is exactly as it runs in my environment, it must be something specific to your RT setup if you are needing to add multiple entries to the use lib line. Others on the list have also used it successfully without having that issue. Are you sure you are putting the root directory of the RT libs, and not the full path to each and every lib? My original line pointed only to the root install of RT: /u/rtweb/rt38/ lib in this case. As far as which modules are required - that's largely a function of RT modules using other RT modules - it's not me using them directly. I use only a handful, as you can see from the code. No, these aren't modules used by RT -- they are plugins I have loaded into my RT instance. RT finds all the libraries for them just fine. Why don't you use the same logic? Or frankly, why do you need to load these extensions at all? I suspect that you need to ignore the modules specified in Set( @Plugins, ); (this is what it is trying to load, and I can't think of why timeworked.pl needs these modules. It's pretty standard perl use lib methodology I am using, I am not doing anything fancy or unusual. It just needs to be pointed to the root of wherever you installed your RT libs. Yes, it is. I'm quite familiar with use lib having been using it for, oh, is it 15 years now? ;-) It seems you might not have understood so let me be very clear: 1. You are including RT.pm 2. Some part of the initialization seems to be including all the library modules. 3. You should either disable/force this not to happen, or do the same initialization that occurs such that these modules will be loaded without explicitly listing each one in use lib. Below is a patch which works fine for me, and I believe you should probably implement in the published version. All it does is clear the Plugins array after loading the configuration but before calling Init(), which avoids having timeworked.pl load extensions it doesn't need. On our system it made timeworked.pl visibly faster to the eye. --- timeworked.pl_orig 2009-09-26 01:22:43.0 -0700 +++ timeworked.pl 2009-09-26 01:23:01.0 -0700 @@ -238,6 +238,9 @@ # Load the config file RT::LoadConfig(); +# Override/Ignore any configured plugins +RT::Config-Set( 'Plugins' = '' ); + # Connect to the database and get RT::SystemUser loaded RT::Init(); -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] timeworked.pl requires every extension lib to be added?
On Sep 26, 2009, at 5:15 AM, Fran Fabrizio wrote: Ah, that chunk of lib handling code is snagged from some of the RT code - that could be the cause of the issue, I don't have too many added plugins in my RT instance so perhaps that's why I am not seeing what you are. I think you may be the first person to have tested it who has a lot of added plugins, since this is the first report. I am sorry it was frustrating for you, but thanks for helping test. :-) No worries. I hope you put that in the CLI version, since there's no value in loading the plugins. In fact, instead of calling Init() you may want to look at Init() and just do a few of those steps. It will make the CLI version a lot slimmer and meaner ;-) I am working on doing this over as an integrated RT extension so you may be interested in waiting for that. By virtue of being an extension, it doesn't have to worry about any of this. I'm only a couple of days away from being finished with it. I do plan to maintain the CLI version as well, however. I will take a look at your patch and see if I can clean up the script. Unfortunately my last day at this company is Wednesday so I'm doing what I can for them before I leave ;-) As I said when I first released it, this is my first attempt at doing anything with the RT API, so be gentle. :-) No worries, sorry if I was ungentle. I seem to come off more harsh than I intend. It's not personal, it's very focused on the code/ problem/solution. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rename Nobody ?
One of the managers here wants to rename the Nobody user to have a different name.Can this be done without a code change? (I'm leaving SVcolo on 9/30 so custom code fixes aren't a good idea any more) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rename Nobody ?
On Sep 28, 2009, at 6:29 PM, Jesse Vincent wrote: On Mon, Sep 28, 2009 at 05:09:49PM -0700, Jo Rhett wrote: One of the managers here wants to rename the Nobody user to have a different name.Can this be done without a code change? To a first sapproximation, no, you can't do that. It would take some real work. Thanks, Jesse. That's pretty much what I thought. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] plugins link to module file, not package file
Hey guys and gals, been a long time. I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can’t seem to wrap my head around is the new plugin setup. First, yay! I like the idea of what you’ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. [in which I wander in the wrong direction… read and giggle] However, I can’t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures and copy these into place? I see some details there but it doesn’t inspire confidence that everything I need to know is there. A breakout of the directory structure would be really helpful. [forehead slap] I was almost done with this e-mail when I realized the problem. If you go to http://bestpractical.com/rt/extensions.html and you find the extension you are looking for, the link to the Homepage for the extension actually links to the main module, and not to the extension package. Example for one Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you’re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ I did some random spot checking, and this appears to be true for every module shown there. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
[rt-users] unordered mismash of upgrade instructions
Hey guys and gals, been a long time. I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m liking the changes. Glad to see RTFM integrated. My one big question here that I think the documentation could definitely improve upon, is what order to do the changes in? There are changes in every one of these pages and there’s no clear outline for which ones go first. https://www.bestpractical.com/docs/rt/4.2/README.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING-3.8.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.0.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING.mysql.html I build the new installation on a new system so I’ve done a test upgrade the following way — totally just guessing which things to do in which order. Can someone take a moment to validate if I did it right? 1. Loaded a backup of the running system's database, renamed to rt4 2. Installed apache2 and mod_perl2, set up vhost according to https://www.bestpractical.com/docs/rt/4.2/web_deployment.html 3. Download 4.2.9, extract, ./configure --with-web-handler=modperl2 --with-web-user=apache --with-web-group=apache 4. sudo make fixdeps 5. make install 6. perl etc/upgrade/upgrade-mysql-schema.pl rt4 rt_user password ~/update.sql (read and saw only changes to utf8) 7. mysql -u rt-user -p rt4 ~/update.sql 8. Cleanup from UPGRADING-3.8 $ cd /opt/rt4 $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/vulnerable-passwords $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/vulnerable-passwords --fix $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/split-out-cf-categories 9. Database upgrade $ perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/upgrade-articles $ sbin/rt-validator --check $ sbin/rt-validator --check --resolve I’m thinking that perhaps step 8 should have been done before 6 and 7, but it seems to have worked and it displays the tickets and seems to operate properly. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
[rt-users] docs improvement suggestion for full-text searching
So the documentation at https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.0.html says: Since 4.0.0, RT's ticket content search is disabled by default because of performance issues when used without full text indexing. For details on how to re-enable it with (or without) full text indexing, see docs/full_text_indexing.pod. However this URL https://www.bestpractical.com/docs/rt/4.2/full_text_indexing.html contains only information on how to enable full text indexing, and no information on how to enable it without the indexing. Seems like you need to add the information from http://blog.bestpractical.com/2011/06/full-text-searching.html to the top of this page. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] docs improvement suggestion for full-text searching
On Nov 27, 2014, at 6:55 AM, Alex Vandiver ale...@bestpractical.com wrote: On 11/26/2014 06:35 PM, Jo Rhett wrote: However [doc/full_text_indexing] contains only information on how to enable full text indexing, and no information on how to enable it without the indexing. Mostly because we're afraid of users shooting themselves in the foot. Regardless, I've committed 2551dca5 which details how to do so. - Alex Understood. Just a clarity nitpick :) Although I am confused by your statements that full text indexing isn’t available in MySQL. I’ve used this quite successfully in the past http://dev.mysql.com/doc/refman/5.6/en/innodb-fulltext-index.html Likewise, MariaDB has Sphinx support compiled in and available in their packages, which made this process almost trivial to enable. https://mariadb.com/kb/en/mariadb/documentation/storage-engines/sphinx-storage-engine/about-sphinxse/ I found three problems in the config pushed out by the sbin/rt-setup-fulltext-index command: 1. You need to create and chown the var/sphinx directory it references mkdir /opt/rt4/var/sphinx chown -R sphinx:sphinx /opt/rt4/var/sphinx 2. You need to add this binlog path line binlog_path = /opt/rt4/var/sphinx 3. You need to add this compat line or searchd won’t start compat_sphinxql_magics = 0 Easy fixes… -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] docs improvement suggestion for full-text searching
version 2.0.8-1 rpm package for EL6 On Dec 1, 2014, at 9:21 AM, Alex Vandiver ale...@bestpractical.com wrote: On 11/28/2014 03:12 AM, Jo Rhett wrote: Understood. Just a clarity nitpick :) Although I am confused by your statements that full text indexing isn’t available in MySQL. I’ve used this quite successfully in the past http://dev.mysql.com/doc/refman/5.6/en/innodb-fulltext-index.html At the time the documentation was written, MySQL only had FTS support using MyISAM, not InnoDB. Commits 84066c4 and 77641fc on the unmerged 4.2/mysql-native-fts branch clarify the topic, as well as implement native FTS support. Likewise, MariaDB has Sphinx support compiled in and available in their packages, which made this process almost trivial to enable. https://mariadb.com/kb/en/mariadb/documentation/storage-engines/sphinx-storage-engine/about-sphinxse/ RT doesn't officially support MariaDB -- though this is almost purely because of lack of documentation and testing infrastucture, not because it is known to have failure modes. When MariaDB support is added, the Sphinx integration will be noted. I found three problems in the config pushed out by the sbin/rt-setup-fulltext-index command: 1. You need to create and chown the var/sphinx directory it references mkdir /opt/rt4/var/sphinx chown -R sphinx:sphinx /opt/rt4/var/sphinx Noted in 2. You need to add this binlog path line binlog_path = /opt/rt4/var/sphinx 3. You need to add this compat line or searchd won’t start compat_sphinxql_magics = 0 What version of sphinx? Neither of those are necessary with 2.0. - Alex -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] plugins link to module file, not package file
Hey, dunno if this got overlooked during the short vacation week. This is a pretty serious issue… asking users to manually hack up the URL in their browser bar is not accessible. On Nov 26, 2014, at 2:22 PM, Jo Rhett jrh...@netconsonance.com wrote: Hey guys and gals, been a long time. I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can’t seem to wrap my head around is the new plugin setup. First, yay! I like the idea of what you’ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. [in which I wander in the wrong direction… read and giggle] However, I can’t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures and copy these into place? I see some details there but it doesn’t inspire confidence that everything I need to know is there. A breakout of the directory structure would be really helpful. [forehead slap] I was almost done with this e-mail when I realized the problem. If you go to http://bestpractical.com/rt/extensions.html and you find the extension you are looking for, the link to the Homepage for the extension actually links to the main module, and not to the extension package. Example for one Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you’re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ I did some random spot checking, and this appears to be true for every module shown there. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] unordered mismash of upgrade instructions
Likewise on this one. I’d appreciate a response from Best Practice as to the proper ordering for an upgrade… On Nov 26, 2014, at 2:32 PM, Jo Rhett jrh...@netconsonance.com wrote: Hey guys and gals, been a long time. I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m liking the changes. Glad to see RTFM integrated. My one big question here that I think the documentation could definitely improve upon, is what order to do the changes in? There are changes in every one of these pages and there’s no clear outline for which ones go first. https://www.bestpractical.com/docs/rt/4.2/README.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING-3.8.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.0.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html https://www.bestpractical.com/docs/rt/4.2/UPGRADING.mysql.html I build the new installation on a new system so I’ve done a test upgrade the following way — totally just guessing which things to do in which order. Can someone take a moment to validate if I did it right? 1. Loaded a backup of the running system's database, renamed to rt4 2. Installed apache2 and mod_perl2, set up vhost according to https://www.bestpractical.com/docs/rt/4.2/web_deployment.html 3. Download 4.2.9, extract, ./configure --with-web-handler=modperl2 --with-web-user=apache --with-web-group=apache 4. sudo make fixdeps 5. make install 6. perl etc/upgrade/upgrade-mysql-schema.pl rt4 rt_user password ~/update.sql (read and saw only changes to utf8) 7. mysql -u rt-user -p rt4 ~/update.sql 8. Cleanup from UPGRADING-3.8 $ cd /opt/rt4 $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/vulnerable-passwords $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/vulnerable-passwords --fix $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/split-out-cf-categories 9. Database upgrade $ perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/upgrade-articles $ sbin/rt-validator --check $ sbin/rt-validator --check --resolve I’m thinking that perhaps step 8 should have been done before 6 and 7, but it seems to have worked and it displays the tickets and seems to operate properly. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] plugins link to module file, not package file
So here’s my perspective. As someone with 25 years of sysadmin experience, who has both used RT for many years (but not in the last three years) and someone who uses CPAN fairly often, when sent to the pm module directly, I did the operations directly in front of me and downloaded the .pm and tried to figure out how to install it. There is nothing in the documentation as it stands today to inform a new or dead-brained returning user that they need to download a package, not the .pm file —which in CPAN is often the sum total of an extension. Yes, there is a link to the package file on the page — off on the right, out of the “actionable” area of the screen, if you spend any time with usability experts. Given that the link is not in the user working area, and there’s no reason given to the user to search for the link, I suspect many others will make the same mistake. I outlined this confusion in detail in my original post, showing how I had misunderstood. I believe that any change which makes it clear to the user that they should download the entire package, not just the .pm file, would significantly improve the user experience. On Dec 3, 2014, at 2:09 AM, Alex Peters a...@peters.net wrote: I think I might be missing something crucial in what you are saying/asking. Linking to the main module within a distribution is a very common practice, because that module is likely to have the most relevant documentation for that distribution. The distribution is clearly linked to on the page of every module belonging to a particular distribution. Asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense is essentially a fallacy, because: the download link for the extension is available on that very page; and the home page for the extension itself (which in my opinion is generally far less informational anyway) is available as a link on that very page. Can you please rephrase why you feel that the links in the directory should be changed? Your assertion that these links are broken in their current form is confusing to me. On 3 December 2014 at 18:40, Jo Rhett jrh...@netconsonance.com wrote: As I said below, in the Extensions directory the links are broken. For example, Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you’re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ As I just said, asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense. The links in the directory should be fixed. On Dec 2, 2014, at 11:34 PM, Alex Peters a...@peters.net wrote: Could you please clarify what you're asking here? How to install the plugins? The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm you can hit the Download link on the right side of the page to receive a .tar.gz file of the distribution, which can either be fed directly into the cpan or cpanm utilities, or unpacked and installed manually using Makefile.PL and make. With RT extensions, you may find it useful to set environment variable RTHOME to the root directory of your RT installation before installing the plugin: $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz On 3 December 2014 at 16:19, Jo Rhett jrh...@netconsonance.com wrote: Hey, dunno if this got overlooked during the short vacation week. This is a pretty serious issue… asking users to manually hack up the URL in their browser bar is not accessible. On Nov 26, 2014, at 2:22 PM, Jo Rhett jrh...@netconsonance.com wrote: Hey guys and gals, been a long time. I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can’t seem to wrap my head around is the new plugin setup. First, yay! I like the idea of what you’ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. [in which I wander in the wrong direction… read and giggle] However, I can’t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures
Re: [rt-users] docs improvement suggestion for full-text searching
Sphinx refuses to run without that parameter. Which given that it wasn’t defined in the file they really should have set the default appropriately and not whined at the user, but this is the version of Sphinx currently in RHEL EPEL so there’s going to be a lot of RHEL/CentOS users running into this problem. On Dec 5, 2014, at 8:07 AM, Alex Vandiver ale...@bestpractical.com wrote: On 12/01/2014 04:11 PM, Jo Rhett wrote: version 2.0.8-1 rpm package for EL6 compat_sphinxql_magics was added in 2.0.1-beta, defaults to 0 in 2.1.1-beta, and was removed in 2.2.1-beta. I'm hesitant to add something to the documented configuration which will cause sphinx to fail on all other versions. Can you explain the failure mode of not having it more clearly? binlog_path was added in 1.10 -- I've added it, with a comment to the versions it's pertinent to. - Alex -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] plugins link to module file, not package file
at least pointing RT users to the required prerequisite knowledge for using CPAN (i.e. what modules are, what distributions are, and what to do with a distribution archive). The CPAN site explicitly doesn't offer downloading of individual module (.pm) files, because direct installation of single modules doesn't happen. (In my general experience I've found that if something is not making a particular process easy for me, usually my process is invalid and I'm doing something wrong.) Knowledge assumed by RT's documentation RT's documentation clearly assumes that the user knows that RT extensions are just Perl modules. That's obvious to anyone who is well-versed in reading/writing Perl code. I don't think it's reasonable to assume that of everyone administering RT. Therefore, I suppose RT's documentation could be enhanced to explicitly state this. RT's documentation doesn't explicitly state how to install Perl module distributions. My view on this is that RT's documentation should document RT. Installation of Perl module distributions is a Perl concern. At most, RT's documentation could link to some reputable Perl source on the matter (as already mentioned above). What documentation should actually change Jo, taking the above information into account, how would you personally adjust RT's documentation such that others in future wouldn't experience what you experienced? As far as I can see, the only real amendments that concern RT's documentation would be to explicitly state that RT extensions are just Perl modules, and to link to further reading on how Perl modules work and how Perl module distributions are sourced and installed. What are your thoughts? On 9 December 2014 at 05:07, Jo Rhett jrh...@netconsonance.com wrote: So here’s my perspective. As someone with 25 years of sysadmin experience, who has both used RT for many years (but not in the last three years) and someone who uses CPAN fairly often, when sent to the pm module directly, I did the operations directly in front of me and downloaded the .pm and tried to figure out how to install it. There is nothing in the documentation as it stands today to inform a new or dead-brained returning user that they need to download a package, not the .pm file —which in CPAN is often the sum total of an extension. Yes, there is a link to the package file on the page — off on the right, out of the “actionable” area of the screen, if you spend any time with usability experts. Given that the link is not in the user working area, and there’s no reason given to the user to search for the link, I suspect many others will make the same mistake. I outlined this confusion in detail in my original post, showing how I had misunderstood. I believe that any change which makes it clear to the user that they should download the entire package, not just the .pm file, would significantly improve the user experience. On Dec 3, 2014, at 2:09 AM, Alex Peters a...@peters.net wrote: I think I might be missing something crucial in what you are saying/asking. Linking to the main module within a distribution is a very common practice, because that module is likely to have the most relevant documentation for that distribution. The distribution is clearly linked to on the page of every module belonging to a particular distribution. Asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense is essentially a fallacy, because: the download link for the extension is available on that very page; and the home page for the extension itself (which in my opinion is generally far less informational anyway) is available as a link on that very page. Can you please rephrase why you feel that the links in the directory should be changed? Your assertion that these links are broken in their current form is confusing to me. On 3 December 2014 at 18:40, Jo Rhett jrh...@netconsonance.com wrote: As I said below, in the Extensions directory the links are broken. For example, Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you’re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ As I just said, asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense. The links in the directory should be fixed. On Dec 2, 2014, at 11:34 PM, Alex Peters a...@peters.net wrote: Could you please clarify what you're asking here? How to install the plugins? The plugins can
Re: [rt-users] plugins link to module file, not package file
(.pm) files, because direct installation of single modules doesn't happen. (In my general experience I've found that if something is not making a particular process easy for me, usually my process is invalid and I'm doing something wrong.) Knowledge assumed by RT's documentation RT's documentation clearly assumes that the user knows that RT extensions are just Perl modules. That's obvious to anyone who is well-versed in reading/writing Perl code. I don't think it's reasonable to assume that of everyone administering RT. Therefore, I suppose RT's documentation could be enhanced to explicitly state this. RT's documentation doesn't explicitly state how to install Perl module distributions. My view on this is that RT's documentation should document RT. Installation of Perl module distributions is a Perl concern. At most, RT's documentation could link to some reputable Perl source on the matter (as already mentioned above). What documentation should actually change Jo, taking the above information into account, how would you personally adjust RT's documentation such that others in future wouldn't experience what you experienced? As far as I can see, the only real amendments that concern RT's documentation would be to explicitly state that RT extensions are just Perl modules, and to link to further reading on how Perl modules work and how Perl module distributions are sourced and installed. What are your thoughts? On 9 December 2014 at 05:07, Jo Rhett jrh...@netconsonance.com wrote: So here’s my perspective. As someone with 25 years of sysadmin experience, who has both used RT for many years (but not in the last three years) and someone who uses CPAN fairly often, when sent to the pm module directly, I did the operations directly in front of me and downloaded the .pm and tried to figure out how to install it. There is nothing in the documentation as it stands today to inform a new or dead-brained returning user that they need to download a package, not the .pm file —which in CPAN is often the sum total of an extension. Yes, there is a link to the package file on the page — off on the right, out of the “actionable” area of the screen, if you spend any time with usability experts. Given that the link is not in the user working area, and there’s no reason given to the user to search for the link, I suspect many others will make the same mistake. I outlined this confusion in detail in my original post, showing how I had misunderstood. I believe that any change which makes it clear to the user that they should download the entire package, not just the .pm file, would significantly improve the user experience. On Dec 3, 2014, at 2:09 AM, Alex Peters a...@peters.net wrote: I think I might be missing something crucial in what you are saying/asking. Linking to the main module within a distribution is a very common practice, because that module is likely to have the most relevant documentation for that distribution. The distribution is clearly linked to on the page of every module belonging to a particular distribution. Asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense is essentially a fallacy, because: the download link for the extension is available on that very page; and the home page for the extension itself (which in my opinion is generally far less informational anyway) is available as a link on that very page. Can you please rephrase why you feel that the links in the directory should be changed? Your assertion that these links are broken in their current form is confusing to me. On 3 December 2014 at 18:40, Jo Rhett jrh...@netconsonance.com wrote: As I said below, in the Extensions directory the links are broken. For example, Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you’re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ As I just said, asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense. The links in the directory should be fixed. On Dec 2, 2014, at 11:34 PM, Alex Peters a...@peters.net wrote: Could you please clarify what you're asking here? How to install the plugins? The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm you can hit the Download link
[rt-users] moderation and personal attacks
On Dec 11, 2014, at 11:26 AM, Alex Vandiver ale...@bestpractical.com wrote: And I'm going to step in before this gets any further out of hand. The amount of high dudgeon in this thread is not acceptable. If it continues, I _will_ turn on list moderation. Don't make me turn this car around, etc, etc. I would appreciate it. I don’t come here to be personally insulted and attacked. What happened today is completely unacceptable in any business forum. One concept to bear in mind is that replies to the mailing list are not merely addressed to the author of the previous post, but for the entirety of the mailing list, as well as any who come across it in searches later. If one finds a post overbearingly patronizing, remember that others who are less well-educated may yet find it useful. Did you read that multi-paragraph personal assault he posted? Do read that and find a single sentence in the first page of his reply that isn’t a personal attack. Please do find and share with me a single statement in those first three paragraphs that is educational or helpful to new members. (other than perhaps to warn them that they’re going to be abused if they ask questions here?) I had a very real point to make based on reality, with Alex Peters took and deliberately misrepresented so that he could check off every single box on the “how to be a complete and total jerk to a sincere request” bingo card. That is what happened here. This is completely unacceptable in any forum. I am explicitly requesting that you enable moderation of this forum and prevent further attacks like this. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] docs improvement suggestion for full-text searching
On 12/08/2014 01:12 PM, Jo Rhett wrote: Sphinx refuses to run without that parameter. Which given that it wasn’t defined in the file they really should have set the default appropriately and not whined at the user, but this is the version of Sphinx currently in RHEL EPEL so there’s going to be a lot of RHEL/CentOS users running into this problem. On Dec 8, 2014, at 11:24 AM, Alex Vandiver ale...@bestpractical.com wrote: I can't replicate the compat_sphinxql_magics problems you report with a stock Sphinx 2.0.8 from EPEL on CentOS 6. With a stock configuration as provided by 4.2-trunk, indexer runs with no errors (see below). If it RT's use of sphinx requires the daemon to answer, which you didn’t start. With your example file when I start the daemon I get this error: # service searchd start Starting searchd: Sphinx 2.0.8-id64-release (r3831) Copyright (c) 2001-2012, Andrew Aksyonoff Copyright (c) 2008-2012, Sphinx Technologies Inc (http://sphinxsearch.com) using config file '/etc/sphinx/sphinx.conf'... WARNING: compat_sphinxql_magics=1 is deprecated; please update your application and config Note that your file doesn’t contain magics=1. So I totally agree that it’s an annoying bug that the developers should fix, but it’s also something you can avoid by putting it in the file you output. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] unordered mismash of upgrade instructions
On 11/26/2014 05:32 PM, Jo Rhett wrote: I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m liking the changes. Glad to see RTFM integrated. My one big question here that I think the documentation could definitely improve upon, is what order to do the changes in? There are changes in every one of these pages and there’s no clear outline for which ones go first. https://www.bestpractical.com/docs/rt/4.2/README.html …(list of files)... On Dec 4, 2014, at 2:08 PM, Alex Vandiver ale...@bestpractical.com wrote: Step (2) and (6b) of this address the other files. These are the sections of which my complaint is generated. Yes, they list the entire stack of docs which should be read. That’s how I knew the list I posted. But there is no ordering information included here. The top of UPGRADING.mysql even tells you to start there. A bug in the POD - html (now fixed) causes it to not show up in the website, but it's in the shipped docs/UPGRADING.mysql in the source tarball. Yes the revised page is more clear. It’s still not the easiest to track instruction. You could easily demonstrate this with screenshots in a way that someone could follow. Furthermore, this phrasing is very confusing and implies that nothing else in the documentation applies. • You are upgrading RT from a version prior to 3.8.0, on any version of MySQL • You are migrating from MySQL 4.0 to MySQL 4.1 or above If neither of the above cases apply, your should upgrade as per the instructions in the README. So if I am upgrading MySQL 5.1 with RT 3.8.5 I shouldn’t read any farther, right? I don’t think that’s what you intended to say. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] Documentation for installing extensions
On 12/12/2014 02:39 AM, Jo Rhett wrote: Linking to the documentation makes sense. Linking to the module docs without any clear installation instructions does not. On Dec 12, 2014, at 10:06 AM, Alex Vandiver ale...@bestpractical.com wrote: Picking a commonly-used module, RT::Extension::SLA, and looking at the documentation we link to: http://search.cpan.org/~alexmv/RT-Extension-SLA-1.03/lib/RT/Extension/SLA.pm#INSTALLATION It contains an INSTALLING section which details the steps necessary to install the module. I believe that all, or nearly all, of the modules that Best Practical places on CPAN have a similar section. I’m not sure where you are looking. I’m at https://www.bestpractical.com/rt/extensions.html and it links to https://metacpan.org/pod/RT::Extension::SLA without #INSTALLATION. None of the modules I looked at or included in my original report linked to an INSTALLATION section. In a section below I go through the first six modules provided by BP, and not a single one of them links to installation instructions, and most of them don’t have that section at all. It seems you’ve updated this to link to MetaCPAN now. That does look better, but I’m not sure that the “Source Code” link is truly an improvement, for a reason I’ll describe in my next reply below (read down) Can you point me at documentation which suggests downloading one file from CPAN and putting it in place manually? Perl's own core documentation (http://perldoc.perl.org/perlmodinstall.html ) suggests: And this is the core issue that both you and Alex Peters seem to be hung up on, which I keep addressing over and over again but it’s not getting through. Let me try another way. Puppet is written in Ruby. Puppet modules are written in Ruby and Puppet Ruby-DSL. If you want to write a really good Puppet module, you need to be a Ruby coder. HOWEVER, tens if not hundreds of thousands of people use Puppet and install Puppet modules (e.g. extensions) without knowing how to code in Ruby, without having read the Ruby documentation, and without being able to write a single line of Ruby code. They are able to install and use Puppet extensions, without ever learning Ruby. I would think that this would be a desirable situation for RT. Nearly nobody is hiring these days for Perl knowledge, and that every company I’ve worked at in the last 10 years has been replacing and removing Perl in favor of Python or Ruby. There are numerous places who have refused to consider RT simply because they don’t support Perl. Given this environment today, there is significant advantage for Best Practical to lower that barrier to entry, and make RT work without Perl competency. Obviously there are numerous places that BP would need to change the installation process to make this work better, however this is clearly one of those places. It would be an improvement. Can you point me at documentation which suggests downloading one file from CPAN and putting it in place manually? You linked directly to the singular file. That is the appropriate approach for many, many systems where the plugin is a single file. Remember that there are no sysadmins who know nothing beyond RT and never use any systems beyond RT. Perl's own coredocumentation (http://perldoc.perl.org/perlmodinstall.html ) suggests: ... These are thus the steps which RT extensions mirror in their installation. I have used numerous self-contained Perl applications which would not work properly if you simply CPANed the module in. I’ve worked in two companies who exclusively used their own library paths to avoid the breakage associated with random CPAN upgrades. No, it is not “obvious” that simply using CPAN or any other “standard perl thing” to install the package would be appropriate. So let’s start at the top of extensions try to follow the clear process for each one. For this I’m going to exclusively use modules provided by Best Practical. https://metacpan.org/pod/RT::Extension::ActivityReports#INSTALLATION — does not link to installation as you suggested above — forgets to mention that you need -I /opt/rt4/lib” so fails on my fresh 4.2.9 installation https://metacpan.org/pod/RT::Extension::ActivityReports::Billing — error, not found https://metacpan.org/pod/RT::Extension::AddAdminCcsOnQueueChange — no installation instructions https://metacpan.org/pod/RT::Extension::AttributeWalker — no installation instructions https://metacpan.org/pod/RT::Authen::Bitcard — no installation instructions https://metacpan.org/pod/RT::Authen::ExternalAuth#INSTALLATION — does not link to installation as you suggested above — forgets to mention that you need -I /opt/rt4/lib” so fails on my fresh 4.2.9 installation Do I really need to keep going? In short, yes a Perl hacker can figure this out. Is your target audience ONLY perl hackers? This is the key point I’m trying to get through. If you
Re: [rt-users] Documentation for installing extensions
On Dec 15, 2014, at 2:20 PM, Alex Vandiver ale...@bestpractical.com wrote: I was not trying to argue that we cannot make this simpler for new users -- I agree that we can, and should. I was primarily addressing what seemed to be your belief that most CPAN modules could be installed via copying a single file, or that this was a widely documented custom for CPAN modules. Again, back to “you must be a perl hacker to use RT”. My entire point is that installation instructions can and should be self-sufficient, without requiring a person to utilize “common knowledge” of something they might not be experts in. I hear you that modules in other languages are often more straightforward to install than Perl's -- and that while our bar for installation is currently set at the same as Perl's, that is not to say that we cannot do better. Take a look at the published usage charts for the Perl language and decide if you want RT to have the same (plummeting) trajectory. I don't disagree that plugin installation could be made better, and it's an area we'd like to improve on. Where you've made actionable suggestions, I believe we've responded to the best of our ability. The larger-scale changes necessary to make plugins be one-click installs cannot, obviously, appear overnight. Puppet modules are not one-click installations. In fact, I can’t think of any extensions outside of web browser extensions which are even a few clicks. This is not what I have said. I have suggested that the installation instructions should be self-standing and complete. This is a significantly easier task. Where did you find you needed to add -I /opt/rt4/lib Perhaps phrased more straightforward — what about your installation places /opt/rt4/lib in @INC ? Without that, it cannot find the RT-specific paths and makefile creation fails. I suspect you’ve got this in your path because RT is your job. That’s not true of a normal person. You shouldn’t test in your RT dev setup. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] Documentation for installing extensions
On Dec 15, 2014, at 5:07 PM, Alex Vandiver ale...@bestpractical.com wrote: I've just verified that all of BPS' packages that we list on the Extensions page contain an INSTALLATION section which is up-to-date, which I believe removes any necessity for common knowledge. ... Do you think that that, combined with https://github.com/bestpractical/rt/blob/4.2/installing-extensions/docs/extensions.pod will sufficiently help new users? I like that page a lot :) I would recommend stating the 4.2 practice first, unless you recommend 4.0… always prefer and mention first the version you recommend. I think that a link to that new extensions pod added to every module (e.g. in your template) for the Extensions will help significantly, especially in situations where the author didn’t making an INSTALLATION section. Furthermore, lazy or busy authors might make an INSTALLATION section and link to this document now that it exists :) The Module::Install::RTx machinery, loaded from inc/ by the Makefile.PL, takes care of checking the the standard install locations for RT, and setting the installation prefix accordingly. It is part of the package itself, and not part of my environment. In fact, if it _fails_ to find your RT.pm, it should be prompting you: $ perl Makefile.PL Cannot find the location of RT.pm that defines $RT::LocalPath in: [snip contents of @INC] Path to directory containing your RT.pm: ...whereupon providing the path will cause it to carry on, and install appropriately in your non-standard RT prefix. Hence, if running 'perl Makefile.PL' is failing for you, I'd be quite curious to see how, so we can fix it. It failed exactly that way for me, even though we did use the stock directory. On a fresh installation on a fresh node with nothing on it but CentOS 6 with the provided Perl and having followed your instructions for installing all dependencies from CPAN. We test things like this in clean VMs explicitly to prevent that. Awesome. My apologies for the assumption. Working in Operations I deal with a lot of developers who forget to do that, and I assumed it in my reply. Sorry. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
[rt-users] patch for configurable crypt method?
While I am very glad to see RT upgrade to blowfish/bcrypt password encryption with RT4 it has created a problem for sites which synchronize passwords. Some systems (even modern Red Hat/CentOS) have no bcrypt support in glibc. I haven’t looked in depth, but it appears from the patches that bcrypt is hardcoded. Would BP accept a patch which enables a configuration parameter to select the crypt method? -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
