Hello all,
Trying to setup RT 3.8 on Ubuntu with Postfix but when I send a mail to
rt@mydomain.com, I’m not seeing any activity in the Web interface. I
checked the log file and I’m seeing “File Does Not Exist: /var/www/REST”. I
can go to http://mysite.com/REST/1.0/ and I get a “200 ok” response so it’s
there, but I’m not sure why it’s looking in /var/www/REST. My DocumentRoot
in Apache2 is set to /opt/rt3/share/html. Is there something I’m missing in
RT_SiteConfig.pm?
Thanks
Hello all,
Trying to setup RT 3.8 on Ubuntu with Postfix but when I send a mail to
rt@mydomain.com, I’m not seeing any activity in the Web interface. I
checked the log file and I’m seeing “File Does Not Exist: /var/www/REST”. I
can go to http://mysite.com/REST/1.0/ and I get a “200 ok” response so it’s
there, but I’m not sure why it’s looking in /var/www/REST. My DocumentRoot
in Apache2 is set to /opt/rt3/share/html. Is there something I’m missing in
RT_SiteConfig.pm?
Also, I should add my /etc/aliases definitions:
rt: “|/opt/rt3/bin/rt-mailgate --queue ‘General’ --action correspond
–url http://mydomain.com/”
rt-comments: "rt: “|/opt/rt3/bin/rt-mailgate --queue ‘General’
–action comment --url http://mydomain.com/”
…and it’s the following line in rt-mailgate:
124:my $full_url = $opts{‘url’}. “/REST/1.0/NoAuth/mail-gateway”;
Okay, I’ve spent about two days trying to figure this out, and to be honest, the documentation isn’t being very helpful…
I need to get basic approvals working for RT, I was using 3.6.7, and the upgrade to 3.8.2 erased the approvals scrips (thankfully we weren’t using the approval system at the time of the upgrade)… Now however I’m trying to add approvals to a new queue, and I’m going nowhere fast…
All the documentation refers to earlier versions of RT, and I even found references online to a “New approvals system” with 3.8.2… However zero documentation on how to enable it for a queue or even just system-wide, so I’m asking for help now.
Simply put:-
Has anyone gotten the Approvals systems working with RT 3.8.2? Are you willing to share how?
Has anyone done an upgrade from an earlier RT to 3.8.2 and managed to get approvals working?
I’m willing to believe that 1) is currently the only way to do this, so I’ll need to hack at things on a test box to figure out what data needs to be input to get it working…
Any help would be appreciated… Especially as once I get this working, I’ll happily update the RT Wiki approvals page with the details for getting 3.8.2 working…
Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com
Cassandra,
We found that by merely creating a new queue to act as the initial
request queue (where tickets are reviewed before approving them and
moving them to a queue where they are owned and worked on) was a lot
simpler. The privileges and Email are WAY more consistent. We wrote a
few scrips to automate a few status and CF changes and we now have a
working approval queue with privileges and CF’s that are consistent with
the other queues. WE set up privileges to keep requestor type users from
creating tickets in the other queues. Just a thought.
Kenn
LBNLOn 1/29/2009 8:38 PM, Cassandra L. Brockett wrote:
Okay, I’ve spent about two days trying to figure this out, and to be honest, the documentation isn’t being very helpful…
I need to get basic approvals working for RT, I was using 3.6.7, and the upgrade to 3.8.2 erased the approvals scrips (thankfully we weren’t using the approval system at the time of the upgrade)… Now however I’m trying to add approvals to a new queue, and I’m going nowhere fast…
All the documentation refers to earlier versions of RT, and I even found references online to a “New approvals system” with 3.8.2… However zero documentation on how to enable it for a queue or even just system-wide, so I’m asking for help now.
Simply put:-
Has anyone gotten the Approvals systems working with RT 3.8.2? Are you willing to share how?
Has anyone done an upgrade from an earlier RT to 3.8.2 and managed to get approvals working?
I’m willing to believe that 1) is currently the only way to do this, so I’ll need to hack at things on a test box to figure out what data needs to be input to get it working…
Any help would be appreciated… Especially as once I get this working, I’ll happily update the RT Wiki approvals page with the details for getting 3.8.2 working…
Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Okay, I’ve spent about two days trying to figure this out, and to be honest, the documentation isn’t being very helpful…
I need to get basic approvals working for RT, I was using 3.6.7, and the upgrade to 3.8.2 erased the approvals scrips (thankfully we weren’t using the approval system at the time of the upgrade)…
If you had approvals that were working in 3.6.7, they should have
continued to work in 3.8.2. What we replaced were the scrips that caused
approval actions to happen. We moved the code somewhere it’s easier to
test and maintain and fixed bugs, but didn’t fundamentally change how
existing user code should work.
Now however I’m trying to add approvals to a new queue, and I’m going nowhere fast…
All the documentation refers to earlier versions of RT, and I even found references online to a “New approvals system” with 3.8.2… However zero documentation on how to enable it for a queue or even just system-wide, so I’m asking for help now.
Simply put:-
- Has anyone gotten the Approvals systems working with RT 3.8.2? Are you willing to share how?
Yes. There were a bunch of issues in the approvals system that crept in
between 3.4.0 and 3.8.1. As part of the overhaul, we’ve added tests to
make sure they don’t break again.
- Has anyone done an upgrade from an earlier RT to 3.8.2 and managed to get approvals working?
Yes.
Let’s start from the top. I think that keeping this debugging session
on rt-users will be helpful to other (and future) readers.
Approvals are based around RT’s “Create Tickets” action. The idea is
that you should create new tickets of Type approval in queue
___Approvals?
RT before 3.8.2 used scrips in the ___Approvals queue. RT 3.8.2 and
forward build in the same code at a deeper level.
Can you explain what you’ve done to date, including your “Create
Tickets” templates?
Best,
Jesse