Howto stay logged in and force owner change?

RT Users
1

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Hello,

I use RT 3.0.8 on a SuSE 8.2 Linux system and have the following questions:

    • How can I achieve that users stay logged in until they explicitly log out?
      There is a cookie set but it is only valid for the session. When you close the
      browser window, open it again and go to the RT then you have to login again.
    • How can I assign a ticket to somebody else without being the owner of the
      ticket? Let’s say I’m a manager and a ticket is owned by one of my employees
      but I want to assign it to somebody else (and preferably automatically inform
      him by email). Currently I always get the error “You can only assign tickets
      that you own or that are unowned”. I tested different permisson setting but
      even the super user is not able to do this.
      I read in the FAQ (http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ) that
      there is the possibility to do a “Force owner change” via the bulk update (I
      guess that means the “Jumbo” update), but I didn’t find that option there.
      The list archives hint that such an option existed but not anymore?

I hope somebody can answer my questions. Thank you.

Cheers,

Stephan
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    • How can I assign a ticket to somebody else without being the owner of the
      ticket? Let’s say I’m a manager and a ticket is owned by one of my employees
      but I want to assign it to somebody else

Steal the ticket first and then reassign it. Of course, that means the
manager must have StealTicket rights to the queue.

I read in the FAQ (http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ) that
there is the possibility to do a “Force owner change” via the bulk update (I
guess that means the “Jumbo” update), but I didn’t find that option there.

No, not the Jumbo view of a ticket. If you do a search, there will be
a link between the list of found tickets and the refine search box
“Update all these tickets at once.” That’s the bulk update
facility. When you click on that link, you will be able to change a
variety of things related to all the tickets you select en masse.

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

3

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Steal the ticket first and then reassign it. Of course, that means the
manager must have StealTicket rights to the queue.
[…]
No, not the Jumbo view of a ticket. If you do a search, there will be
a link between the list of found tickets and the refine search box
“Update all these tickets at once.” That’s the bulk update
facility. When you click on that link, you will be able to change a
variety of things related to all the tickets you select en masse.

Ah. Ok. There are many ways to Rome. I missed both :wink: Thank you!

My problem with the users not being able to stay logged in I fixed by adding a
line to share/html/Elements/SetupSessionCookie. Here’s the diff:

  • — SetupSessionCookie.old 2004-01-02 22:23:39.000000000 +0100
    +++ SetupSessionCookie 2004-02-10 18:51:49.000000000 +0100
    @@ -71,6 +71,7 @@
    if ( !$cookies{$cookiename} ) {
    my $cookie = new CGI::Cookie(
    -name => $cookiename,
  •        -expires => '+10y',
       -value => $session{_session_id},
       -path  => '/',
   );

For me it’s ok, to hardcode that directly in the file (just have to remember
that when doing upgrades), but maybe developers could make that an
configurable option in future RT releases? I guess it would be useful for
other people, too.

Then I have a new problem. When I want to add a watcher to a queue I get the
error message “Group not found”. Sometimes. On most queues it works. But on
some queues not. When it’s not working it does not matter if I want to add a
user or a group. It also does not matter if I want to add the watcher as Cc
or AdminCc. Always the same error message.
All queues were created with RT version 3.0.6. A recent upgrade to version
3.0.8 didn’t help. I run MySQL version 3.23.55. I had SearchBuilder module
version 0.92 and upgraded now to version 0.96. Still no luck.

I get the following error messages when hitting the “Go!” to find my group:

Feb 10 19:59:13 caesar RT: DBD::mysql::st execute failed: You have an error in
your SQL syntax near ')) ’ at line 1
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBIx::SearchBuilder error:You have an error in your
SQL syntax near ')) ’ at line 1 Query String is SELECT
count(main.id) FROM GroupMembers main WHERE ((main.GroupId = ))
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBD::mysql::st fetchrow_array failed: fetch()
without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm
line 248. (/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBD::mysql::st execute failed: You have an error in
your SQL syntax near ')) ’ at line 1
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBIx::SearchBuilder error:You have an error in your
SQL syntax near ')) ’ at line 1 Query String is SELECT
count(main.id) FROM GroupMembers main WHERE ((main.GroupId = ))
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBD::mysql::st fetchrow_array failed: fetch()
without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm
line 248. (/opt/rt-3-0-8/lib/RT.pm:247)

I get these errors when I click on “Save Changes” after selecting my group to
add as AdminCc watcher:

Feb 10 19:59:47 caesar RT: Adding a watcher 128 to AdminCc
Feb 10 19:59:47 caesar RT: DBD::mysql::st execute failed: You have an error in
your SQL syntax near ')) ’ at line 1
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBIx::SearchBuilder error:You have an error in your
SQL syntax near ')) ’ at line 1 Query String is SELECT
count(main.id) FROM GroupMembers main WHERE ((main.GroupId = ))
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBD::mysql::st fetchrow_array failed: fetch()
without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm
line 248. (/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBD::mysql::st execute failed: You have an error in
your SQL syntax near ')) ’ at line 1
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBIx::SearchBuilder error:You have an error in your
SQL syntax near ')) ’ at line 1 Query String is SELECT
count(main.id) FROM GroupMembers main WHERE ((main.GroupId = ))
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBD::mysql::st fetchrow_array failed: fetch()
without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm
line 248. (/opt/rt-3-0-8/lib/RT.pm:247)

RT somehow seems to forget the GoupId of the group I want to add. I looked
into the HTML source of the page where I can select my group and in the form
it says:

which seems correct to me (128 is the Id of my group). Maybe that information
helps you helping me locating the bug.

I saw in the rt-users archive that other people have/had this problem, too,
but I didn’t see any answer emails with a solution. I hope somebody can help
me now.

Cheers,
Stephan
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4

line to share/html/Elements/SetupSessionCookie. Here’s the diff:
[snip]
For me it’s ok, to hardcode that directly in the file (just have to remember
that when doing upgrades)

Move it to /path/to/rt/local/html/Elements/SetupSessionCookie and then
you don’t have to worry about upgrades blowing away your
changes. After you upgrade, just diff the share and local copies to
see if there any new items that you want to merge to your local copy.

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

5

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Hash: SHA1On Tuesday 10 February 2004 20:06, Stephan Uhlmann wrote:

Then I have a new problem. When I want to add a watcher to a queue I get
the error message “Group not found”. Sometimes. On most queues it works.
But on some queues not.

Just as an follow up to my problem… The queues in question were created by
somebody who added them directly in the MySQL database table instead of using
RT. Ugh :frowning:

I deleted the queues in MySQL and created them again in RT and now I can add
watchers just fine.

Stephan
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