4 questions - Shredder, Link Rights and Attachments

Hi, I am a newbie RT admin and have a few questions related to RT problems I was not able to tackle myself. I am using RT 3.6.3.

My four questions follow:

SHREDDER
1/ Shredder Only Upgrade?
Could I use the new shredder from RT 3.8.2 version while still keeping the rest of RT at level 3.6.3? Could this cause any problems? How should I proceed with such upgrade?

2/ How to shred a queue whose name starts with a space?
The Shredder doesn’t accept such queue names. I tried all kinds of escape sequences but to no avail.

LINK RIGHTS
3/ Which right does a user need for linking by ‘refers to’?
My users see Permission denied when trying to link (by refers to) to a ticket in a queue where they don’t have sufficient rights. I’d like to assign such “linking right” on a global level, perhaps to the Everyone group, however, I don’t know which specific right to set to achieve this. Is it possible to do that or is there at least some workaround? What rights should I assign to get rid of the permission denied error message?

So far I have a benevolent rights setting where almost all rights are assigned to the default group Everyone, see below:

Everyone:
AssignCustomFields
CreateSavedSearch
CreateTicket
EditSavedSearches
LoadSavedSearch
ModifyCustomField
ReplyToTicket
SeeCustomField
SeeQueue
ShowSavedSearches
ShowTicket
ShowTicketComments
Watch

Unprivileged: No rights granted.

Privileged: ModifySelf

ATTACHMENTS
4/ Error when inserting two Attachments (.zip and .png).
Occasionally we see errors when inserting attachments.
One specific case is described below:
When inserting two attachment (zip and png) only the png file came through sucessfully while the zip file threw the following error.

--------start of error listing --------------------------------
error: MIME::Body::File->open /tmp/Z0t1q5h87B: No such file or
directory at /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435.
context: …
431: if( $mode ne ‘r’ && $mode ne ‘w’ ) {
432: die “bad mode: ‘$mode’”;
433: }
434:
435: my $IO = IO::File->new($path, $mode) || die "MIME::Body::File-

open $path: $!";
436:
437: $IO->binmode() if $self->binmode;
438:
439: return $IO;

code stack: /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:435
/usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:335
/usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:217
/srv/rt3/lib/RT/Attachment_Overlay.pm:202
/srv/rt3/lib/RT/Attachment_Overlay.pm:187
/srv/rt3/lib/RT/Attachment_Overlay.pm:187
/srv/rt3/lib/RT/Transaction_Overlay.pm:485
/srv/rt3/lib/RT/Transaction_Overlay.pm:156
/srv/rt3/lib/RT/Record.pm:1444
/srv/rt3/lib/RT/Ticket_Overlay.pm:2441
/srv/rt3/lib/RT/Ticket_Overlay.pm:2355
/srv/rt3/lib/RT/Interface/Web.pm:570
/srv/rt3/share/html/Ticket/Display.html:142
/srv/rt3/share/html/Ticket/Update.html:216
/srv/rt3/share/html/autohandler:292

raw error

------raw-error-------------------------------------------
MIME::Body::File->open /tmp/Z0t1q5h87B: No such file or directory at /
usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435.

Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception(‘MIME::Body::File->open /tmp/
Z0t1q5h87B: No such file or directory at /usr/lib/perl5/site_perl/5.8.8/
MIME/Body.pm line 435.^J’) called at /usr/lib/perl5/site_perl/5.8.8/
MIME/Body.pm line 435
MIME::Body::File::open(‘MIME::Body::File=HASH(0xc710308)’, ‘r’) called
at /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 335
MIME::Body::print(‘MIME::Body::File=HASH(0xc710308)’, ‘IO::File=GLOB
(0xc8b8408)’) called at /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm
line 217
MIME::Body::as_string(‘MIME::Body::File=HASH(0xc710308)’) called at /
srv/rt3/lib/RT/Attachment_Overlay.pm line 202
RT::Attachment::Create(‘RT::Attachment=HASH(0xc8c08f0)’,
‘TransactionId’, 3243773, ‘Parent’, 1783283, ‘Attachment’,
‘MIME::Entity=HASH(0xc719a1c)’) called at /srv/rt3/lib/RT/
Attachment_Overlay.pm line 187
RT::Attachment::Create(‘RT::Attachment=HASH(0xc8b7904)’,
‘TransactionId’, 3243773, ‘Parent’, 1783278, ‘Attachment’,
‘MIME::Entity=HASH(0xc49bb3c)’) called at /srv/rt3/lib/RT/
Attachment_Overlay.pm line 187
RT::Attachment::Create(‘RT::Attachment=HASH(0xc7090fc)’,
‘TransactionId’, 3243773, ‘Attachment’, ‘MIME::Entity=HASH(0xc4a21f4)’)
called at /srv/rt3/lib/RT/Transaction_Overlay.pm line 485
RT::Transaction::_Attach(‘RT::Transaction=HASH(0xc4a5748)’,
‘MIME::Entity=HASH(0xc4a21f4)’) called at /srv/rt3/lib/RT/
Transaction_Overlay.pm line 156
RT::Transaction::Create(‘RT::Transaction=HASH(0xc4a5748)’, ‘ObjectId’,
190259, ‘ObjectType’, ‘RT::Ticket’, ‘TimeTaken’, ‘’, ‘Type’,
‘Correspond’, ‘Data’, ‘No Subject’, ‘Field’, undef, ‘NewValue’, undef,
‘OldValue’, undef, ‘NewReference’, undef, ‘OldReference’, undef,
‘ReferenceType’, undef, ‘MIMEObj’, ‘MIME::Entity=HASH(0xc4a21f4)’,
‘ActivateScrips’, 1, ‘CommitScrips’, 1) called at /srv/rt3/lib/RT/
Record.pm line 1444
RT::Record::_NewTransaction(‘RT::Ticket=HASH(0xc3df734)’, ‘Type’,
‘Correspond’, ‘Data’, ‘No Subject’, ‘TimeTaken’, ‘’, ‘MIMEObj’,
‘MIME::Entity=HASH(0xc4a21f4)’, ‘CommitScrips’, 1) called at /srv/rt3/
lib/RT/Ticket_Overlay.pm line 2441
RT::ticket::_RecordNote(‘RT::Ticket=HASH(0xc3df734)’, ‘BccMessageTo’,
’’, ‘CcMessageTo’, ‘’, ‘MIMEObj’, ‘MIME::Entity=HASH(0xc4a21f4)’,
‘NoteType’, ‘Correspond’, ‘Content’, undef, ‘TimeTaken’, ‘’) called at /
srv/rt3/lib/RT/Ticket_Overlay.pm line 2355
RT::ticket::Correspond(‘RT::Ticket=HASH(0xc3df734)’, ‘CcMessageTo’, ‘’,
‘BccMessageTo’, ‘’, ‘MIMEObj’, ‘MIME::Entity=HASH(0xc4a21f4)’,
‘TimeTaken’, ‘’) called at /srv/rt3/lib/RT/Interface/Web.pm line 570
HTML::Mason::Commands::ProcessUpdateMessage(‘ARGSRef’, ‘HASH
(0xc1f23f0)’, ‘Actions’, ‘ARRAY(0x8fef0c0)’, ‘TicketObj’,
‘RT::Ticket=HASH(0xc3df734)’) called at /srv/rt3/share/html/Ticket/
Display.html line 142
HTML::Mason::Commands::ANON(‘TicketObj’, ‘RT::Ticket=HASH
(0xc3df734)’, ‘UpdateCc’, ‘’, ‘UpdateTimeWorked’, ‘’, ‘SubmitTicket’,
‘Aktualizovat požadavek’, ‘Status’, ‘’, ‘UpdateSubject’, ‘Grafika pro KS
(flash) - ČMSS’, ‘QuoteTransaction’, 3233394, ‘UpdateBcc’, ‘’,
‘UpdateType’, ‘response’, ‘Owner’, ‘’, ‘Action’, ‘Respond’, ‘Attach’,
‘Fh=GLOB(0xc49dcc8)’, ‘UpdateContent’, ‘Ahoj, posilam flash animaci menu
+statickou lisku v zip souboru a na hled ^M^Jodpovedniho
formulare.^M^JPavel’, ‘UpdateTimeWorked-TimeUnits’, ‘minutes’,
‘UpdateAttach’, 1, ‘id’, 190259, ‘DefaultStatus’, ‘open’) called at /
usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH
(0xc1b9b88)’, ‘TicketObj’, ‘RT::Ticket=HASH(0xc3df734)’, ‘UpdateCc’,
’’, ‘UpdateTimeWorked’, ‘’, ‘SubmitTicket’, ‘Aktualizovat požadavek’,
‘Status’, ‘’, ‘UpdateSubject’, ‘Grafika pro KS (flash) - ČMSS’,
‘QuoteTransaction’, 3233394, ‘UpdateBcc’, ‘’, ‘UpdateType’, ‘response’,
‘Owner’, ‘’, ‘Action’, ‘Respond’, ‘Attach’, ‘Fh=GLOB(0xc49dcc8)’,
‘UpdateContent’, ‘Ahoj, posilam flash animaci menu+statickou lisku v zip
souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel’,
‘UpdateTimeWorked-TimeUnits’, ‘minutes’, ‘UpdateAttach’, 1, ‘id’,
190259, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.8/HTML/Mason/Request.pm line 1278
eval {…} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
1268
HTML::Mason::Request::comp(undef, undef, ‘TicketObj’, ‘RT::Ticket=HASH
(0xc3df734)’, ‘UpdateCc’, ‘’, ‘UpdateTimeWorked’, ‘’, ‘SubmitTicket’,
‘Aktualizovat požadavek’, ‘Status’, ‘’, ‘UpdateSubject’, ‘Grafika pro KS
(flash) - ČMSS’, ‘QuoteTransaction’, 3233394, ‘UpdateBcc’, ‘’,
‘UpdateType’, ‘response’, ‘Owner’, ‘’, ‘Action’, ‘Respond’, ‘Attach’,
‘Fh=GLOB(0xc49dcc8)’, ‘UpdateContent’, ‘Ahoj, posilam flash animaci menu
+statickou lisku v zip souboru a na hled ^M^Jodpovedniho
formulare.^M^JPavel’, ‘UpdateTimeWorked-TimeUnits’, ‘minutes’,
‘UpdateAttach’, 1, ‘id’, 190259, ‘DefaultStatus’, ‘open’) called at /
srv/rt3/share/html/Ticket/Update.html line 216
HTML::Mason::Commands::ANON(‘UpdateCc’, ‘’, ‘UpdateTimeWorked’, ‘’,
‘SubmitTicket’, ‘Aktualizovat požadavek’, ‘Status’, ‘’, ‘UpdateSubject’,
‘Grafika pro KS (flash) - ČMSS’, ‘QuoteTransaction’, 3233394,
‘UpdateBcc’, ‘’, ‘Owner’, ‘’, ‘UpdateType’, ‘response’, ‘UpdateContent’,
‘Ahoj, posilam flash animaci menu+statickou lisku v zip souboru a na
hled ^M^Jodpovedniho formulare.^M^JPavel’, ‘Attach’, ‘Fh=GLOB
(0xc49dcc8)’, ‘Action’, ‘Respond’, ‘UpdateAttach’, 1, ‘UpdateTimeWorked-
TimeUnits’, ‘minutes’, ‘id’, 190259, ‘DefaultStatus’, ‘open’) called
at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH
(0xc1db8bc)’, ‘UpdateCc’, ‘’, ‘UpdateTimeWorked’, ‘’, ‘SubmitTicket’,
‘Aktualizovat požadavek’, ‘Status’, ‘’, ‘UpdateSubject’, ‘Grafika pro KS
(flash) - ČMSS’, ‘QuoteTransaction’, 3233394, ‘UpdateBcc’, ‘’, ‘Owner’,
’’, ‘UpdateType’, ‘response’, ‘UpdateContent’, ‘Ahoj, posilam flash
animaci menu+statickou lisku v zip souboru a na hled ^M^Jodpovedniho
formulare.^M^JPavel’, ‘Attach’, ‘Fh=GLOB(0xc49dcc8)’, ‘Action’,
‘Respond’, ‘UpdateAttach’, 1, ‘UpdateTimeWorked-TimeUnits’, ‘minutes’,
‘id’, 190259, ‘DefaultStatus’, ‘open’) called at /usr/lib/perl5/
site_perl/5.8.8/HTML/Mason/Request.pm line 1278
eval {…} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
1268
HTML::Mason::Request::comp(undef, undef, undef, ‘UpdateCc’, ‘’,
‘UpdateTimeWorked’, ‘’, ‘SubmitTicket’, ‘Aktualizovat požadavek’,
‘Status’, ‘’, ‘UpdateSubject’, ‘Grafika pro KS (flash) - ČMSS’,
‘QuoteTransaction’, 3233394, ‘UpdateBcc’, ‘’, ‘Owner’, ‘’, ‘UpdateType’,
‘response’, ‘UpdateContent’, ‘Ahoj, posilam flash animaci menu+statickou
lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel’,
‘Attach’, ‘Fh=GLOB(0xc49dcc8)’, ‘Action’, ‘Respond’, ‘UpdateAttach’, 1,
‘UpdateTimeWorked-TimeUnits’, ‘minutes’, ‘id’, 190259, ‘DefaultStatus’,
‘open’) called at /srv/rt3/share/html/autohandler line 292
HTML::Mason::Commands::ANON(‘UpdateCc’, ‘’, ‘UpdateTimeWorked’, ‘’,
‘SubmitTicket’, ‘Aktualizovat poM-EM->adavek’, ‘Status’, ‘’,
‘UpdateSubject’, ‘Grafika pro KS (flash) - M-DM-^LMSS’,
‘QuoteTransaction’, 3233394, ‘UpdateBcc’, ‘’, ‘Owner’, ‘’, ‘UpdateType’,
‘response’, ‘UpdateContent’, ‘Ahoj, posilam flash animaci menu+statickou
lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel’,
‘Attach’, ‘Fh=GLOB(0xc49dcc8)’, ‘Action’, ‘Respond’, ‘UpdateAttach’, 1,
‘UpdateTimeWorked-TimeUnits’, ‘minutes’, ‘id’, 190259, ‘DefaultStatus’,
‘open’) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/
Component.pm line 135
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH
(0xb5c8cd0)’, ‘UpdateCc’, ‘’, ‘UpdateTimeWorked’, ‘’, ‘SubmitTicket’,
‘Aktualizovat poM-EM->adavek’, ‘Status’, ‘’, ‘UpdateSubject’, ‘Grafika
pro KS (flash) - M-DM-^LMSS’, ‘QuoteTransaction’, 3233394, ‘UpdateBcc’,
’’, ‘Owner’, ‘’, ‘UpdateType’, ‘response’, ‘UpdateContent’, ‘Ahoj,
posilam flash animaci menu+statickou lisku v zip souboru a na hled
^M^Jodpovedniho formulare.^M^JPavel’, ‘Attach’, ‘Fh=GLOB(0xc49dcc8)’,
‘Action’, ‘Respond’, ‘UpdateAttach’, 1, ‘UpdateTimeWorked-TimeUnits’,
‘minutes’, ‘id’, 190259, ‘DefaultStatus’, ‘open’) called at /usr/lib/
perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273
eval {…} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
1268
HTML::Mason::Request::comp(undef, undef, undef, ‘UpdateCc’, ‘’,
‘UpdateTimeWorked’, ‘’, ‘SubmitTicket’, ‘Aktualizovat poM-EM->adavek’,
‘Status’, ‘’, ‘UpdateSubject’, ‘Grafika pro KS (flash) - M-DM-^LMSS’,
‘QuoteTransaction’, 3233394, ‘UpdateBcc’, ‘’, ‘Owner’, ‘’, ‘UpdateType’,
‘response’, ‘UpdateContent’, ‘Ahoj, posilam flash animaci menu+statickou
lisku v zip souboru a na hled ^M^Jodpovedniho formulare.^M^JPavel’,
‘Attach’, ‘Fh=GLOB(0xc49dcc8)’, ‘Action’, ‘Respond’, ‘UpdateAttach’, 1,
‘UpdateTimeWorked-TimeUnits’, ‘minutes’, ‘id’, 190259, ‘DefaultStatus’,
‘open’) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm
line 467
eval {…} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
467
eval {…} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
419
HTML::Mason::Request::exec(‘HTML::Mason::Request::ApacheHandler=HASH
(0xc8c37dc)’) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/
ApacheHandler.pm line 168
HTML::Mason::Request::ApacheHandler::exec
(‘HTML::Mason::Request::ApacheHandler=HASH(0xc8c37dc)’) called at /usr/
lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825
HTML::Mason::ApacheHandler::handle_request
(‘HTML::Mason::ApacheHandler=HASH(0x8dd28f0)’,
‘Apache2::RequestRec=SCALAR(0xc712350)’) called at /srv/rt3/bin/
webmux.pl line 123
eval {…} at /srv/rt3/bin/webmux.pl line 123
RT::Mason::handler(‘Apache2::RequestRec=SCALAR(0xc712350)’) called at -e
line 0
eval {…} at -e line 0
-----------end of error listing------------------------------

I will be grateful for any help.

Milos