Cannot attach files to a ticket from the web interface

Hello.

We’re using RT 3.6.1. My environment is as follows:

web# uname -rms
FreeBSD 6.1-RELEASE-p10 i386

web# pkg_info | grep rt-3
rt-3.6.1_1 RT is an industrial-grade ticketing system written
in Perl

web# pkg_info | grep apache
apache-2.2.3 Version 2.2 of Apache web server with prefork MPM.

web# pkg_info | grep perl-
perl-5.8.8 Practical Extraction and Report Language

web# pkg_info | grep mod_perl
mod_perl2-2.0.2_1,3 Embeds a Perl interpreter in the Apache2 server

We’re using RT in production and are happy with it. But there are
a couple of small problems that are hitting us:

  1. attachment work only via email, but not via the web UI.
    Trying to attach a file via the web UI gives a blank page
    and the ticket is not modified in any ways.
  2. searching by requestor gives an error, but searching the I
    found that is a known problem with a fix already. I’ll email
    the fix
    http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782
    to the FreeBSD port mantainer…

Unfortunatly, I can’t seam to find any log about the error… in fact
p5-Log-Dispatch-2.13 is broken due the new mod_perl2 API (at least
on FreeBSD)…

Can any kind soul help me out with problem #1, please?

Best regards.

Roberto

Hello again.

Nobody has answered yet to the email I posted yesterda…
maybe the gurus have missed it… so here it comes again.

Please, help.

Thank you.

Roberto Nunnari wrote:

Hello.

We’re using RT 3.6.1. My environment is as follows:

web# uname -rms
FreeBSD 6.1-RELEASE-p10 i386

web# pkg_info | grep rt-3
rt-3.6.1_1 RT is an industrial-grade ticketing system written
in Perl

web# pkg_info | grep apache
apache-2.2.3 Version 2.2 of Apache web server with prefork MPM.

web# pkg_info | grep perl-
perl-5.8.8 Practical Extraction and Report Language

web# pkg_info | grep mod_perl
mod_perl2-2.0.2_1,3 Embeds a Perl interpreter in the Apache2 server

We’re using RT in production and are happy with it. But there are
a couple of small problems that are hitting us:

  1. attachment work only via email, but not via the web UI.
    Trying to attach a file via the web UI gives a blank page
    and the ticket is not modified in any ways.
  2. searching by requestor gives an error, but searching the I
    found that is a known problem with a fix already. I’ll email
    the fix
    http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782
    to the FreeBSD port mantainer…

Unfortunatly, I can’t seam to find any log about the error… in fact
p5-Log-Dispatch-2.13 is broken due the new mod_perl2 API (at least
on FreeBSD)…

Can any kind soul help me out with problem #1, please?

Best regards.

Roberto.

I have problems with 3.6.1 attachments too, see my older mail. Still no
response :confused:

J.

Roberto Nunnari wrote:

I have had problems with 3.6.1, but not across the board. For example, I
can attach a Word document (.doc) but not an RTF file (.rtf).

–David

rt-users-bounces@lists.bestpractical.com wrote on 11/28/2006 12:57:13 PM:

I tested .doc (saved by oo2) and it’s still same, filename is visible in
ticket overview but i can’t download it.

J.

David Chandek-Stark wrote:

I too, tested .doc (MSOffice), but the result is the same as
all other file types, be bynary or plain ASCII… I get a
blank page and nothing is changed on the ticket…

Maybe I should have stuck with 3.4.5…

Hope it will soon be fixed…

Best regards.

Jan Korbel wrote:

I tested .doc (saved by oo2) and it’s still same, filename is visible in
ticket overview but i can’t download it.

J.

David Chandek-Stark wrote:

I have had problems with 3.6.1, but not across the board. For example,
I can attach a Word document (.doc) but not an RTF file (.rtf).

–David

Roberto

I didn’t really follow this conversation, so perhaps I missed
something. It isn’t a problem with 3.6.1, as that is what I run, and
attachments work fine. (I hadn’t ever tried an RTF before, but I just
did, and it worked perfectly fine).
Are you emailing the attachment, or uploading it via the GUI? If
it is email, perhaps there is something on that end, or a mime module that
needs to be upgraded or something?On Wed, 29 Nov 2006, Roberto Nunnari wrote:

I too, tested .doc (MSOffice), but the result is the same as
all other file types, be bynary or plain ASCII… I get a
blank page and nothing is changed on the ticket…

Maybe I should have stuck with 3.4.5…

Hope it will soon be fixed…

Best regards.

Jan Korbel wrote:

I tested .doc (saved by oo2) and it’s still same, filename is visible in
ticket overview but i can’t download it.

J.

David Chandek-Stark wrote:

I have had problems with 3.6.1, but not across the board. For example, I
can attach a Word document (.doc) but not an RTF file (.rtf).

–David


Roberto


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Web upload is broken too :frowning:

J.

Jon Daley wrote:

Hi Jon.

attaching by email works fine… is the web UI that doesn’t work.

here’s a cut and paste of my original message:

Hello.

We’re using RT 3.6.1. My environment is as follows:

web# uname -rms
FreeBSD 6.1-RELEASE-p10 i386

web# pkg_info | grep rt-3
rt-3.6.1_1 RT is an industrial-grade ticketing system written
in Perl

web# pkg_info | grep apache
apache-2.2.3 Version 2.2 of Apache web server with prefork MPM.

web# pkg_info | grep perl-
perl-5.8.8 Practical Extraction and Report Language

web# pkg_info | grep mod_perl
mod_perl2-2.0.2_1,3 Embeds a Perl interpreter in the Apache2 server

We’re using RT in production and are happy with it. But there are
a couple of small problems that are hitting us:

  1. attachment work only via email, but not via the web UI.
    Trying to attach a file via the web UI gives a blank page
    and the ticket is not modified in any ways.
  2. searching by requestor gives an error, but searching the I
    found that is a known problem with a fix already. I’ll email
    the fix
    http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782
    to the FreeBSD port mantainer…

Unfortunatly, I can’t seam to find any log about the error… in fact
p5-Log-Dispatch-2.13 is broken due the new mod_perl2 API (at least
on FreeBSD)…

Can any kind soul help me out with problem #1, please?

Best regards.

also, I should add the database version:

web# pkg_info | grep mysql
mysql-client-4.0.27 Multithreaded SQL database (client)
mysql-server-4.0.27 Multithreaded SQL database (server)
p5-DBD-mysql-3.0008 MySQL driver for the Perl5 Database Interface (DBI)
php5-mysql-5.2.0 The mysql shared extension for php

Best regards.

Jon Daley wrote:

I didn't really follow this conversation, so perhaps I missed 

something. It isn’t a problem with 3.6.1, as that is what I run, and
attachments work fine. (I hadn’t ever tried an RTF before, but I just
did, and it worked perfectly fine).
Are you emailing the attachment, or uploading it via the GUI? If it
is email, perhaps there is something on that end, or a mime module that
needs to be upgraded or something?

I too, tested .doc (MSOffice), but the result is the same as
all other file types, be bynary or plain ASCII… I get a
blank page and nothing is changed on the ticket…

Maybe I should have stuck with 3.4.5…

Hope it will soon be fixed…

Best regards.

Jan Korbel wrote:

I tested .doc (saved by oo2) and it’s still same, filename is visible
in ticket overview but i can’t download it.

J.

David Chandek-Stark wrote:

I have had problems with 3.6.1, but not across the board. For
example, I can attach a Word document (.doc) but not an RTF file
(.rtf).

–David


Roberto


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           Roberto Nunnari -software engineer-
            mailto:roberto.nunnari@supsi.ch

Scuola Universitaria Professionale della Svizzera Italiana
Dipartimento Tecnologie Innovative
http://www.dti.supsi.ch
SUPSI-DTI
Via Cantonale tel: +41-91-6108561
6928 Manno “”" fax: +41-91-6108570
Switzerland (o o)
=======================oOO==(_)==OOo========================

Just for kicks, see if updating your CGI.pm to current improves
things. There was a set of releases with a broken upload() method.On Nov 29, 2006, at 9:37 AM, Jan Korbel wrote:

Web upload is broken too :frowning:

J.

Jon Daley wrote:

I didn't really follow this conversation, so perhaps I missed  

something. It isn’t a problem with 3.6.1, as that is what I run,
and attachments work fine. (I hadn’t ever tried an RTF before,
but I just did, and it worked perfectly fine).
Are you emailing the attachment, or uploading it via the GUI?
If it is email, perhaps there is something on that end, or a mime
module that needs to be upgraded or something?


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Media. Buy a copy at http://rtbook.bestpractical.com

Jon Daley wrote:

I didn't really follow this conversation, so perhaps I missed 

something. It isn’t a problem with 3.6.1, as that is what I run,
and attachments work fine. (I hadn’t ever tried an RTF before, but
I just did, and it worked perfectly fine).
Are you emailing the attachment, or uploading it via the GUI?
If it is email, perhaps there is something on that end, or a mime
module that needs to be upgraded or something?
For me, neither the web UI nor the email gateway work for attachments.
The log shows nothing but complaints about using uninitialized values in
lots of components in the 3.6.1-native code. Seeing the earlier
responses about possible bad versions in various supporting libraries,
I’ve updated everything except for Perl itself (which is still 5.8.5)
and B::Concise. According to CPAN, all other possible libraries are
up-to-date. I’ve even gone so far as to edit and re-run factory to
regenerate the searchbuilder code in lib/RT. All to no avail. Any file
which contains a NULL is truncated at the first null leaving, e.g., PDFs
completely useless.

Jesse Vincent wrote:

Just for kicks, see if updating your CGI.pm to current improves things.
There was a set of releases with a broken upload() method.

I could not find and CGI.pm file under my RT installation…

find /usr/local/rt3 -name CGI.pm

also, no upload() found in any file…

grep -R “upload()” /usr/local/rt3/*

Could you be more precise? Also, shoud I svn co 3.7-EXPERIMENTAL
for updating the file you’re talking about?

Thank you.

Web upload is broken too :frowning:

J.

Jon Daley wrote:

I didn't really follow this conversation, so perhaps I missed 

something. It isn’t a problem with 3.6.1, as that is what I run, and
attachments work fine. (I hadn’t ever tried an RTF before, but I
just did, and it worked perfectly fine).
Are you emailing the attachment, or uploading it via the GUI? If
it is email, perhaps there is something on that end, or a mime module
that needs to be upgraded or something?


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.Buy
a copy at http://rtbook.bestpractical.com

           Roberto Nunnari -software engineer-
            mailto:roberto.nunnari@supsi.ch

Scuola Universitaria Professionale della Svizzera Italiana
Dipartimento Tecnologie Innovative
http://www.dti.supsi.ch
SUPSI-DTI
Via Cantonale tel: +41-91-6108561
6928 Manno “”" fax: +41-91-6108570
Switzerland (o o)
=======================oOO==(_)==OOo========================

Roberto Nunnari wrote:

Jesse Vincent wrote:

Just for kicks, see if updating your CGI.pm to current improves
things. There was a set of releases with a broken upload() method.

I could not find and CGI.pm file under my RT installation…

CGI.pm is part of the CPAN package “CGI”. The typical way of updating
this is to fire up cpan and type “install CGI”. That will update it to
the most recent version. Of course, this assumes that you have CPAN
installed.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Roberto Nunnari
Sent: Thursday, November 30, 2006 11:31 AM
To: Jesse Vincent
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] cannot attach files to a ticket from
the web interface

Jesse Vincent wrote:

Just for kicks, see if updating your CGI.pm to current
improves things.
There was a set of releases with a broken upload() method.

I could not find and CGI.pm file under my RT installation…

Roberto, you won’t find any CGI.pm file under the RT installation
directory.
CGI.pm is a separate Perl module, usually included into any Perl
distribution, available from CPAN:

Executing this from the command line should be enough to update it:

perl -MCPAN -e “install ‘CGI’”

(or you can use the cpan shell).

Ciao,
Emanuele.

ok. I got it. I have version 3.25:

pkg_info | grep -i cgi

p5-CGI.pm-3.25,1 Simple Common Gateway Interface Class for Perl

is that release with a broken upload method?

Brian Gallew wrote:

Roberto Nunnari wrote:

Jesse Vincent wrote:

Just for kicks, see if updating your CGI.pm to current improves
things. There was a set of releases with a broken upload() method.

I could not find and CGI.pm file under my RT installation…

CGI.pm is part of the CPAN package “CGI”. The typical way of updating
this is to fire up cpan and type “install CGI”. That will update it to
the most recent version. Of course, this assumes that you have CPAN
installed.


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy
a copy at http://rtbook.bestpractical.com

           Roberto Nunnari -software engineer-
            mailto:roberto.nunnari@supsi.ch

Scuola Universitaria Professionale della Svizzera Italiana
Dipartimento Tecnologie Innovative
http://www.dti.supsi.ch
SUPSI-DTI
Via Cantonale tel: +41-91-6108561
6928 Manno “”" fax: +41-91-6108570
Switzerland (o o)
=======================oOO==(_)==OOo========================

I didn't really follow this conversation, so perhaps I missed 

something. It isn’t a problem with 3.6.1, as that is what I run, and
attachments work fine. (I hadn’t ever tried an RTF before, but I just
did, and it worked perfectly fine).
Are you emailing the attachment, or uploading it via the GUI? If it
is email, perhaps there is something on that end, or a mime module that
needs to be upgraded or something?

For me, neither the web UI nor the email gateway work for attachments. The
log shows nothing but complaints about using uninitialized values in lots of
components in the 3.6.1-native code. Seeing the earlier responses about
possible bad versions in various supporting libraries, I’ve updated
everything except for Perl itself (which is still 5.8.5) and B::Concise.
According to CPAN, all other possible libraries are up-to-date. I’ve even
gone so far as to edit and re-run factory to regenerate the searchbuilder
code in lib/RT. All to no avail. Any file which contains a NULL is
truncated at the first null leaving, e.g., PDFs completely useless.

I run debian testing, though when I installed 3.6.1, it wasn’t in testing
yet, so I think what I did was using the rt-installer, looked for each
package that it wanted, and installed the debian version of it. And then
for anything that wasn’t in debian, used cpan to install it. I do have a
fair bit of stuff in /usr/local/share/perl, which I think is mostly from
RT, though I was playing around with webgui at one point. I do use 5.8.8.

Now that 3.6.1 is in testing, I did check the requirements there to make
sure I have all the latest versions that it wants, even though I am still
running the downloaded source version of RT.

Probably a bit hacked up, at least for someone who doesn’t run almost
anything if it doesn’t come as a debian package.

PS. Hi Brian - haven’t “talked” to you in a while - I just quoted you to
someone the other day about not knowing that Joe Swenson was the CEO of
DynaVox…

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Roberto Nunnari
Sent: Thursday, November 30, 2006 1:51 PM
To: Brian Gallew
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] cannot attach files to a ticket from
the web interface

ok. I got it. I have version 3.25:

pkg_info | grep -i cgi

p5-CGI.pm-3.25,1 Simple Common Gateway Interface Class for Perl

This is the latest CGI version available: it solved a (big) problem with
the upload() method (present in CGI 3.21 and 3.22), but it unfortunately
still suffers from some problems in the same compartment (patches will
arrive soon); anyway I really have no idea whether they are the cause of
the problem reported by you (and others) or not.

As for CGI, just wait and update it to the new version when it’ll become
available.

Ciao,
Emanuele.

Ok. Thank you all.

I hope the problem will be solved soon, be it a bug in CGI or in RT.
Till then we’ll have to live with it.

Best regards.

Emanuele Zeppieri wrote:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Roberto Nunnari
Sent: Thursday, November 30, 2006 1:51 PM
To: Brian Gallew
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] cannot attach files to a ticket from
the web interface

ok. I got it. I have version 3.25:

pkg_info | grep -i cgi

p5-CGI.pm-3.25,1 Simple Common Gateway Interface Class for Perl

This is the latest CGI version available: it solved a (big) problem with
the upload() method (present in CGI 3.21 and 3.22), but it unfortunately
still suffers from some problems in the same compartment (patches will
arrive soon); anyway I really have no idea whether they are the cause of
the problem reported by you (and others) or not.

As for CGI, just wait and update it to the new version when it’ll become
available.

Ciao,
Emanuele.


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

           Roberto Nunnari -software engineer-
            mailto:roberto.nunnari@supsi.ch

Scuola Universitaria Professionale della Svizzera Italiana
Dipartimento Tecnologie Innovative
http://www.dti.supsi.ch
SUPSI-DTI
Via Cantonale tel: +41-91-6108561
6928 Manno “”" fax: +41-91-6108570
Switzerland (o o)
=======================oOO==(_)==OOo========================

Btw i have 3.25 in my Debian Stable installation too (and upload not
working).

J.

Roberto Nunnari wrote:

Jesse Vincent wrote:

Just for kicks, see if updating your CGI.pm to current improves things.
There was a set of releases with a broken upload() method.

I could not find and CGI.pm file under my RT installation…

Sorry, no. CGI.pm is a perl module that’s installed site-wide, not part
of RT.