Reply to a ticket for a support user

RT Users
1

Hi all,
Total freshmen to RT and setting up my first instance that should run two queues. Currently I have configured two users as support persons. RT sends the new ticket mail and also the case closed mail without any problems but;

  •      As one of the support persons I cannot send a reply mail to the requestor. It just becomes a comment in the ticket.

  •      As root this works just fine.

I have added both of my users to the Global Super User feature and now I am running out of ways to configure all the permissions on queue, group, user, privileged and non privilege uses, etc

What am I missing. I want the support person to communicate with reply to the requestor.
Cheers!

// jon

Cut and paste of my system conf;
Loaded perl modules
Perl v5.8.8 under linux
Apache2::Const v2.000002;
Apache2::Log v2.000002;
Apache2::RequestIO v2.000002;
Apache2::RequestRec v2.000002;
Apache2::RequestUtil v2.000002;
Apache2::Response v2.000002;
Apache2::ServerUtil v2.000002;
Apache2::Status v4.00;
Apache::Session v1.88;
Apache::Session::Generate::MD5 v2.12;
Apache::Session::lock::MySQL v1.01;
Apache::Session::MySQL v1.01;
Apache::Session::Serialize::Storable v1.01;
Apache::Session::Store::DBI v1.02;
Apache::Session::Store::MySQL v1.04;
APR v0.009000;
APR::Pool v0.009000;
APR::Table v0.009000;
AutoLoader v5.60;
base v2.07;
bytes v1.02;
Cache::Simple::TimedExpiry v0.27;
capitalization v0.03;
Carp v1.04;
CGI v3.42;
CGI::Cookie v1.29;
CGI::Util v1.5_01;
Class::Accessor v0.31;
Class::Accessor::Fast v0.31;
Class::Container v0.12;
Class::Data::Inheritable v0.08;
Class::Inspector v1.23;
Class::ReturnValue v0.55;
Clone v0.30;
constant v1.05;
CSS::Squish v0.07;
Cwd v3.29;
Data::Dumper v2.121_08;
DBD::mysql v3.0008;
DBI v1.53;
DBIx::SearchBuilder v1.54;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;
Devel::StackTrace v1.20;
Devel::StackTraceFrame v1.20;
Devel::Symdump v2.08;
Digest::base v1.00;
Digest::MD5 v2.36;
DynaLoader v1.04;
Email::Address v1.889;
Encode v2.26;
Encode::Alias v2.10;
Encode::Config v2.05;
Encode::Encoding v2.05;
Errno v1.0901;
Exception::Class v1.26;
Exception::Class::Base v1.2;
Exporter v5.58;
Exporter::Heavy v5.58;
Fcntl v1.05;
File::Basename v2.74;
File::Glob v1.05;
File::Path v1.08;
File::ShareDir v1.00;
File::Spec v3.29;
File::Spec::Functions v3.29;
File::Spec::Unix v3.29;
File::Temp v0.21;
FileHandle v2.01;
GD v2.34;
GD::Image v2.27;
GraphViz v2.04;
HTML::Element v3.23;
HTML::Entities v3.57;
HTML::Formatter v2.04;
HTML::FormatText v2.04;
HTML::Mason v1.40;
HTML::Mason::ApacheHandler v1.69;
HTML::Mason::Exception v1.1;
HTML::Mason::Exception::Abort v1.1;
HTML::Mason::Exception::Compilation v1.1;
HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
HTML::Mason::Exception::Compiler v1.1;
HTML::Mason::Exception::Decline v1.1;
HTML::Mason::Exception::Params v1.1;
HTML::Mason::Exception::Syntax v1.1;
HTML::Mason::Exception::System v1.1;
HTML::Mason::Exception::TopLevelNotFound v1.1;
HTML::Mason::Exception::VirtualMethod v1.1;
HTML::Mason::Exceptions v1.43;
HTML::Parser v3.59;
HTML::Scrubber v0.08;
HTML::Tagset v3.20;
HTML::TreeBuilder v3.23;
I18N::LangTags v0.35;
integer v1.00;
IO v1.22;
IO::File v1.13;
IO::Handle v1.25;
IO::InnerFile v2.110;
IO::Lines v2.110;
IO::ScalarArray v2.110;
IO::Seekable v1.1;
IO::Select v1.17;
IO::Socket v1.29;
IO::Socket::INET v1.29;
IO::Socket::UNIX v1.22;
IO::WrapTie v2.110;
IPC::Open2 v1.02;
IPC::Open3 v1.02;
IPC::Run v0.82;
IPC::Run::Debug v0.82;
IPC::Run::IO v0.82;
IPC::Run::Timer v0.82;
List::Util v1.19;
Locale::Maketext v1.09;
Locale::Maketext::Fuzzy v0.10;
Locale::Maketext::Lexicon v0.77;
Locale::Maketext::Lexicon::Gettext v0.17;
Log::Dispatch v2.22;
Log::Dispatch::Base v1.09;
Log::Dispatch::Output v1.26;
Log::Dispatch::Screen v1.17;
Log::Dispatch::Syslog v1.18;
Mail::Address v2.04;
Mail::Field v2.04;
Mail::Field::AddrList v2.04;
Mail::Field::Date v2.04;
Mail::Field::Generic v2.04;
Mail::Header v2.04;
Mail::Internet v2.04;
Mail::Mailer v2.04;
Mail::Util v2.04;
MIME::Base64 v3.07;
MIME::Body v5.427;
MIME::Decoder v5.427;
MIME::Decoder::Base64 v5.427;
MIME::Decoder::Binary v5.427;
MIME::Decoder::NBit v5.427;
MIME::Entity v5.427;
MIME::Field::ContDisp v5.427;
MIME::Field::ConTraEnc v5.427;
MIME::Field::ContType v5.427;
MIME::Field::ParamVal v5.427;
MIME::Head v5.427;
MIME::Parser v5.427;
MIME::QuotedPrint v3.07;
MIME::Tools v5.427;
MIME::Words v5.427;
mod_perl v2.000002;
mod_perl2 v2.000002;
ModPerl::Const v2.000002;
Module::Versions::Report v1.06;
Net::Cmd v2.29;
Net::Config v1.11;
Net::SMTP v2.31;
overload v1.04;
Params::Util v0.35;
Params::Validate v0.91;
PerlIO v1.04;
PerlIO::scalar v0.04;
POSIX v1.09;
re v0.05;
Regexp::Common v2.122;
Regexp::Common::delimited v2.106;
Regexp::Common::URI v2.110;
Regexp::Common::URI::fax v2.102;
Regexp::Common::URI::file v2.102;
Regexp::Common::URI::ftp v2.103;
Regexp::Common::URI::gopher v2.102;
Regexp::Common::URI::http v2.103;
Regexp::Common::URI::news v2.102;
Regexp::Common::URI::pop v2.102;
Regexp::Common::URI::prospero v2.102;
Regexp::Common::URI::RFC1035 v2.102;
Regexp::Common::URI::RFC1738 v2.106;
Regexp::Common::URI::RFC1808 v2.102;
Regexp::Common::URI::RFC2384 v2.104;
Regexp::Common::URI::RFC2396 v2.102;
Regexp::Common::URI::RFC2806 v2.102;
Regexp::Common::URI::tel v2.102;
Regexp::Common::URI::telnet v2.102;
Regexp::Common::URI::tv v2.102;
Regexp::Common::URI::wais v2.102;
RT v3.8.2;
RT::Interface::Email v2;
RT::Interface::Web::Request v0.30;
Scalar::Util v1.19;
SelectSaver v1.01;
Socket v1.78;
Storable v2.15;
strict v1.03;
Symbol v1.06;
Sys::Syslog v0.18;
Text::Autoformat v1.13;
Text::Quoted v2.05;
Text::Reform v1.11;
Text::Tabs v2005.0824;
Text::Template v1.45;
Text::Wrapper v1.02;
Time::HiRes v1.86;
Time::JulianDay v2003.1125;
Time::Local v1.11;
Time::ParseDate v2006.0814;
Time::Timezone v2006.0814;
Time::Zone v2.22;
UNIVERSAL v1.01;
UNIVERSAL::require v0.11;
URI v1.37;
URI::Escape v3.29;
URI::file v4.20;
utf8 v1.06;
vars v1.01;
warnings v1.05;
warnings::register v1.01;
XSLoader v0.06;
RT Config
MaxInlineBody

12000

OldestTransactionsFirst

1

UsernameFormat

concise

ShowUnreadMessageNotifications

1

WebDefaultStylesheet

web2

MessageBoxRichText

1

PlainTextPre

0

MessageBoxRichTextHeight

200

MessageBoxWidth

72

MessageBoxHeight

15

ActiveStatus

new, open, stalled

Active_MakeClicky

AmbiguousDayInFuture

0

AmbiguousDayInPast

0

AutoLogoff

0

CanonicalizeOnCreate

0

CanonicalizeRedirectURLs

0

CommentAddress

CorrespondAddress

CustomFieldValuesSources

DashboardAddress

DashboardSubject

%s Dashboard: %s

DatabaseHost

localhost

DatabaseName

rt3

DatabasePassword

Password not printed

DatabasePort

DatabaseRTHost

localhost

DatabaseType

mysql

DatabaseUser

rt3

DateDayBeforeMonth

1

DateTimeFormat

DefaultFormat

DefaultSearchResultFormat

‘id/TITLE:#’, ‘Subject/TITLE:Subject’, Status, QueueName, OwnerName, Priority, ‘NEWLINE’, ‘’, ‘Requestors’, ‘CreatedRelative’, ‘ToldRelative’, ‘LastUpdatedRelative’, ‘TimeLeft’

DefaultSummaryRows

10

DevelMode

0

EmailFrequency

Individual messages

EmailInputEncodings

utf-8, iso-8859-1, us-ascii

EmailOutputEncoding

utf-8

EnableReminders

1

ExtractSubjectTagMatch

Regexp

ExtractSubjectTagNoMatch

Regexp

ForwardFromUser

0

FriendlyFromLineFormat

“%s via RT” <%s>

FriendlyToLineFormat

“%s of rt.cint.com Ticket #%s”:;

GnuPG

Enable, 0, AllowEncryptDataInDB, 0, OutgoingMessagesFormat, RFC

GnuPGOptions

homedir, /opt/rt3/var/data/gpg

HomepageComponents

QuickCreate, Quicksearch, MyAdminQueues, MySupportQueues, MyReminders, RefreshHomepage, Dashboards

InactiveStatus

resolved, rejected, deleted

LexiconLanguages

LinkTransactionsRun1Scrip

0

LogDir

/opt/rt3/var/log

LogStackTraces

LogToFileNamed

rt.log

LogToScreen

info

LogToSyslog

info

LogToSyslogConf

LogoURL

/NoAuth/images/bplogo.gif

LoopsToRTOwner

1

MailCommand

smtp

MailParams

MasonParameters

MaxAttachmentSize

10000000

MessageBoxIncludeSignature

1

MessageBoxWrap

HARD

MinimumPasswordLength

5

NetServerOptions

NotifyActor

0

Organization

rt.cint.com

OwnerEmail

root

PreviewScripMessages

0

RTAddressRegexp

^rt@example.com$

RecordOutgoingEmail

1

RedistributeAutoGeneratedMessages

privileged

SMTPDebug

0

SMTPServer

smtp.stockholm.cint.com

SelfServiceRegex

Regexp

SendmailArguments

-oi -t

SendmailBounceArguments

-f “<>”

SendmailPath

/usr/sbin/sendmail

ShowBccHeader

0

ShowTransactionImages

1

StandaloneMaxServers

1

StandaloneMaxSpareServers

0

StandaloneMinServers

1

StandaloneMinSpareServers

0

StrictLinkACL

1

Timezone

US/Eastern

UseFriendlyFromLine

1

UseFriendlyToLine

0

UseTransactionBatch

1

WebBaseURL

http://localhost:80

WebDomain

localhost

WebFlushDbCacheEveryRequest

1

WebImagesURL

/NoAuth/images/

WebNoAuthRegex

Regexp

WebPath

WebPort

80

WebSecureCookies

0

WebURL

http://localhost:80/

WikiImplicitLinks

0

rtname

rt.cint.com

RT Variables
RT::BasePath

/opt/rt3

RT::BinPath

/opt/rt3/bin

RT::EtcPath

/opt/rt3/etc

RT::LocalEtcPath

/opt/rt3/local/etc

RT::LocalLexiconPath

/opt/rt3/local/po

RT::LocalLibPath

/opt/rt3/local/lib

RT::LocalPath

/opt/rt3/local

RT::LocalPluginPath

/opt/rt3/local/plugins

RT::MasonComponentRoot

/opt/rt3/share/html

RT::MasonDataDir

/opt/rt3/var/mason_data

RT::MasonLocalComponentRoot

/opt/rt3/local/html

RT::MasonSessionDir

/opt/rt3/var/session_data

RT::SbinPath

/opt/rt3/sbin

RT::VERSION

3.8.2

RT::VarPath

/opt/rt3/var

Perl configuration
Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
Platform:
osname=linux, osvers=2.6.24.4, archname=i486-linux-gnu-thread-multi
uname=‘linux ninsei 2.6.24.4 #1 smp preempt fri apr 18 15:36:09 pdt 2008 i686 gnulinux ’
config_args=’-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr -Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.8 -Dsitearch=/usr/local/lib/perl/5.8.8 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib -Dlibperl=libperl.so.5.8.8 -Dd_dosuid -des’
hint=recommended, useposix=true, d_sigaction=define
usethreads=define use5005threads=undef useithreads=define usemultiplicity=define
useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
use64bitint=undef use64bitall=undef uselongdouble=undef
usemymalloc=n, bincompat5005=undef
Compiler:
cc=‘cc’, ccflags =‘-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64’,
optimize=‘-O2’,
cppflags=‘-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include’
ccversion=‘’, gccversion=‘4.1.2 20061115 (prerelease) (Debian 4.1.1-21)’, gccosandvers=‘’
intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
ivtype=‘long’, ivsize=4, nvtype=‘double’, nvsize=8, Off_t=‘off_t’, lseeksize=8
alignbytes=4, prototype=define
Linker and Libraries:
ld=‘cc’, ldflags =’ -L/usr/local/lib’
libpth=/usr/local/lib /lib /usr/lib
libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt
perllibs=-ldl -lm -lpthread -lc -lcrypt
libc=/lib/libc-2.3.6.so, so=so, useshrplib=true, libperl=libperl.so.5.8.8
gnulibc_version=‘2.3.6’
Dynamic Linking:
dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=‘-Wl,-E’
cccdlflags=‘-fPIC’, lddlflags=‘-shared -L/usr/local/lib’

Perl Include Paths (@INC)
/opt/rt3/bin/…/local/lib
/opt/rt3/bin/…/lib
/etc/perl
/usr/local/lib/perl/5.8.8
/usr/local/share/perl/5.8.8
/usr/lib/perl5
/usr/share/perl5
/usr/lib/perl/5.8
/usr/share/perl/5.8
/usr/local/lib/site_perl
.
/etc/apache2

2

ReplyToTicket right and pay attention to NotifyActor config option.
Sure you’ll need scrip notify requestors on correspond with template
xxx.On Mon, Feb 16, 2009 at 1:45 PM, Jon Westholm jon.westholm@cint.com wrote:

Hi all,

Total freshmen to RT and setting up my first instance that should run two
queues. Currently I have configured two users as support persons. RT sends
the new ticket mail and also the case closed mail without any problems but;

  •      As one of the support persons I cannot send a reply mail to the

requestor. It just becomes a comment in the ticket.

  •      As root this works just fine.

I have added both of my users to the Global Super User feature and now I am
running out of ways to configure all the permissions on queue, group, user,
privileged and non privilege uses, etc

What am I missing. I want the support person to communicate with reply to
the requestor.

Cheers!

// jon

Cut and paste of my system conf;

Loaded perl modules

Perl v5.8.8 under linux
Apache2::Const v2.000002;
Apache2::Log v2.000002;
Apache2::RequestIO v2.000002;
Apache2::RequestRec v2.000002;
Apache2::RequestUtil v2.000002;
Apache2::Response v2.000002;
Apache2::ServerUtil v2.000002;
Apache2::Status v4.00;
Apache::Session v1.88;
Apache::Session::Generate::MD5 v2.12;
Apache::Session::lock::MySQL v1.01;
Apache::Session::MySQL v1.01;
Apache::Session::Serialize::Storable v1.01;
Apache::Session::Store::DBI v1.02;
Apache::Session::Store::MySQL v1.04;
APR v0.009000;
APR::Pool v0.009000;
APR::Table v0.009000;
AutoLoader v5.60;
base v2.07;
bytes v1.02;
Cache::Simple::TimedExpiry v0.27;
capitalization v0.03;
Carp v1.04;
CGI v3.42;
CGI::Cookie v1.29;
CGI::Util v1.5_01;
Class::Accessor v0.31;
Class::Accessor::Fast v0.31;
Class::Container v0.12;
Class::Data::Inheritable v0.08;
Class::Inspector v1.23;
Class::ReturnValue v0.55;
Clone v0.30;
constant v1.05;
CSS::Squish v0.07;
Cwd v3.29;
Data::Dumper v2.121_08;
Date::Format v2.22;
Date::Parse v2.27;
DBD::mysql v3.0008;
DBI v1.53;
DBIx::SearchBuilder v1.54;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;
Devel::StackTrace v1.20;
Devel::StackTraceFrame v1.20;
Devel::Symdump v2.08;
Digest::base v1.00;
Digest::MD5 v2.36;
DynaLoader v1.04;
Email::Address v1.889;
Encode v2.26;
Encode::Alias v2.10;
Encode::Config v2.05;
Encode::Encoding v2.05;
Errno v1.0901;
Exception::Class v1.26;
Exception::Class::Base v1.2;
Exporter v5.58;
Exporter::Heavy v5.58;
Fcntl v1.05;
File::Basename v2.74;
File::Glob v1.05;
File::Path v1.08;
File::ShareDir v1.00;
File::Spec v3.29;
File::Spec::Functions v3.29;
File::Spec::Unix v3.29;
File::Temp v0.21;
FileHandle v2.01;
GD v2.34;
GD::Image v2.27;
GraphViz v2.04;
HTML::Element v3.23;
HTML::Entities v3.57;
HTML::Formatter v2.04;
HTML::FormatText v2.04;
HTML::Mason v1.40;
HTML::Mason::ApacheHandler v1.69;
HTML::Mason::Exception v1.1;
HTML::Mason::Exception::Abort v1.1;
HTML::Mason::Exception::Compilation v1.1;
HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
HTML::Mason::Exception::Compiler v1.1;
HTML::Mason::Exception::Decline v1.1;
HTML::Mason::Exception::Params v1.1;
HTML::Mason::Exception::Syntax v1.1;
HTML::Mason::Exception::System v1.1;
HTML::Mason::Exception::TopLevelNotFound v1.1;
HTML::Mason::Exception::VirtualMethod v1.1;
HTML::Mason::Exceptions v1.43;
HTML::Parser v3.59;
HTML::Scrubber v0.08;
HTML::Tagset v3.20;
HTML::TreeBuilder v3.23;
I18N::LangTags v0.35;
integer v1.00;
IO v1.22;
IO::File v1.13;
IO::Handle v1.25;
IO::InnerFile v2.110;
IO::Lines v2.110;
IO::ScalarArray v2.110;
IO::Seekable v1.1;
IO::Select v1.17;
IO::Socket v1.29;
IO::Socket::INET v1.29;
IO::Socket::UNIX v1.22;
IO::WrapTie v2.110;
IPC::Open2 v1.02;
IPC::Open3 v1.02;
IPC::Run v0.82;
IPC::Run::Debug v0.82;
IPC::Run::IO v0.82;
IPC::Run::Timer v0.82;
List::Util v1.19;
Locale::Maketext v1.09;
Locale::Maketext::Fuzzy v0.10;
Locale::Maketext::Lexicon v0.77;
Locale::Maketext::Lexicon::Gettext v0.17;
Log::Dispatch v2.22;
Log::Dispatch::Base v1.09;
Log::Dispatch::Output v1.26;
Log::Dispatch::Screen v1.17;
Log::Dispatch::Syslog v1.18;
Mail::Address v2.04;
Mail::Field v2.04;
Mail::Field::AddrList v2.04;
Mail::Field::Date v2.04;
Mail::Field::Generic v2.04;
Mail::Header v2.04;
Mail::Internet v2.04;
Mail::Mailer v2.04;
Mail::Util v2.04;
MIME::Base64 v3.07;
MIME::Body v5.427;
MIME::Decoder v5.427;
MIME::Decoder::Base64 v5.427;
MIME::Decoder::Binary v5.427;
MIME::Decoder::NBit v5.427;
MIME::Entity v5.427;
MIME::Field::ContDisp v5.427;
MIME::Field::ConTraEnc v5.427;
MIME::Field::ContType v5.427;
MIME::Field::ParamVal v5.427;
MIME::Head v5.427;
MIME::Parser v5.427;
MIME::QuotedPrint v3.07;
MIME::Tools v5.427;
MIME::Words v5.427;
mod_perl v2.000002;
mod_perl2 v2.000002;
ModPerl::Const v2.000002;
Module::Versions::Report v1.06;
Net::Cmd v2.29;
Net::Config v1.11;
Net::SMTP v2.31;
overload v1.04;
Params::Util v0.35;
Params::Validate v0.91;
PerlIO v1.04;
PerlIO::scalar v0.04;
POSIX v1.09;
re v0.05;
Regexp::Common v2.122;
Regexp::Common::delimited v2.106;
Regexp::Common::URI v2.110;
Regexp::Common::URI::fax v2.102;
Regexp::Common::URI::file v2.102;
Regexp::Common::URI::ftp v2.103;
Regexp::Common::URI::gopher v2.102;
Regexp::Common::URI::http v2.103;
Regexp::Common::URI::news v2.102;
Regexp::Common::URI::pop v2.102;
Regexp::Common::URI::prospero v2.102;
Regexp::Common::URI::RFC1035 v2.102;
Regexp::Common::URI::RFC1738 v2.106;
Regexp::Common::URI::RFC1808 v2.102;
Regexp::Common::URI::RFC2384 v2.104;
Regexp::Common::URI::RFC2396 v2.102;
Regexp::Common::URI::RFC2806 v2.102;
Regexp::Common::URI::tel v2.102;
Regexp::Common::URI::telnet v2.102;
Regexp::Common::URI::tv v2.102;
Regexp::Common::URI::wais v2.102;
RT v3.8.2;
RT::Interface::Email v2;
RT::Interface::Web::Request v0.30;
Scalar::Util v1.19;
SelectSaver v1.01;
Socket v1.78;
Storable v2.15;
strict v1.03;
Symbol v1.06;
Sys::Syslog v0.18;
Text::Autoformat v1.13;
Text::Quoted v2.05;
Text::Reform v1.11;
Text::Tabs v2005.0824;
Text::Template v1.45;
Text::Wrapper v1.02;
Time::HiRes v1.86;
Time::JulianDay v2003.1125;
Time::Local v1.11;
Time::ParseDate v2006.0814;
Time::Timezone v2006.0814;
Time::Zone v2.22;
UNIVERSAL v1.01;
UNIVERSAL::require v0.11;
URI v1.37;
URI::Escape v3.29;
URI::file v4.20;
utf8 v1.06;
vars v1.01;
warnings v1.05;
warnings::register v1.01;
XSLoader v0.06;

RT Config

MaxInlineBody

12000

OldestTransactionsFirst

1

UsernameFormat

concise

ShowUnreadMessageNotifications

1

WebDefaultStylesheet

web2

MessageBoxRichText

1

PlainTextPre

0

MessageBoxRichTextHeight

200

MessageBoxWidth

72

MessageBoxHeight

15

ActiveStatus

new, open, stalled

Active_MakeClicky

AmbiguousDayInFuture

0

AmbiguousDayInPast

0

AutoLogoff

0

CanonicalizeOnCreate

0

CanonicalizeRedirectURLs

0

CommentAddress

CorrespondAddress

CustomFieldValuesSources

DashboardAddress

DashboardSubject

%s Dashboard: %s

DatabaseHost

localhost

DatabaseName

rt3

DatabasePassword

Password not printed

DatabasePort

DatabaseRTHost

localhost

DatabaseType

mysql

DatabaseUser

rt3

DateDayBeforeMonth

1

DateTimeFormat

DefaultFormat

DefaultSearchResultFormat

‘id/TITLE:#’,
‘Subject/TITLE:Subject’,
Status, QueueName, OwnerName, Priority, ‘NEWLINE’, ‘’,
‘Requestors’, ‘CreatedRelative’,
‘ToldRelative’, ‘LastUpdatedRelative’,
‘TimeLeft’

DefaultSummaryRows

10

DevelMode

0

EmailFrequency

Individual messages

EmailInputEncodings

utf-8, iso-8859-1, us-ascii

EmailOutputEncoding

utf-8

EnableReminders

1

ExtractSubjectTagMatch

Regexp

ExtractSubjectTagNoMatch

Regexp

ForwardFromUser

0

FriendlyFromLineFormat

“%s via RT” <%s>

FriendlyToLineFormat

“%s of rt.cint.com Ticket #%s”:;

GnuPG

Enable, 0, AllowEncryptDataInDB, 0, OutgoingMessagesFormat, RFC

GnuPGOptions

homedir, /opt/rt3/var/data/gpg

HomepageComponents

QuickCreate, Quicksearch, MyAdminQueues, MySupportQueues, MyReminders,
RefreshHomepage, Dashboards

InactiveStatus

resolved, rejected, deleted

LexiconLanguages

LinkTransactionsRun1Scrip

0

LogDir

/opt/rt3/var/log

LogStackTraces

LogToFileNamed

rt.log

LogToScreen

info

LogToSyslog

info

LogToSyslogConf

LogoURL

/NoAuth/images/bplogo.gif

LoopsToRTOwner

1

MailCommand

smtp

MailParams

MasonParameters

MaxAttachmentSize

10000000

MessageBoxIncludeSignature

1

MessageBoxWrap

HARD

MinimumPasswordLength

5

NetServerOptions

NotifyActor

0

Organization

rt.cint.com

OwnerEmail

root

PreviewScripMessages

0

RTAddressRegexp

^rt@example.com$

RecordOutgoingEmail

1

RedistributeAutoGeneratedMessages

privileged

SMTPDebug

0

SMTPServer

smtp.stockholm.cint.com

SelfServiceRegex

Regexp

SendmailArguments

-oi -t

SendmailBounceArguments

-f “<>”

SendmailPath

/usr/sbin/sendmail

ShowBccHeader

0

ShowTransactionImages

1

StandaloneMaxServers

1

StandaloneMaxSpareServers

0

StandaloneMinServers

1

StandaloneMinSpareServers

0

StrictLinkACL

1

Timezone

US/Eastern

UseFriendlyFromLine

1

UseFriendlyToLine

0

UseTransactionBatch

1

WebBaseURL

http://localhost:80

WebDomain

localhost

WebFlushDbCacheEveryRequest

1

WebImagesURL

/NoAuth/images/

WebNoAuthRegex

Regexp

WebPath

WebPort

80

WebSecureCookies

0

WebURL

http://localhost:80/

WikiImplicitLinks

0

rtname

rt.cint.com

RT Variables

RT::BasePath

/opt/rt3

RT::BinPath

/opt/rt3/bin

RT::EtcPath

/opt/rt3/etc

RT::LocalEtcPath

/opt/rt3/local/etc

RT::LocalLexiconPath

/opt/rt3/local/po

RT::LocalLibPath

/opt/rt3/local/lib

RT::LocalPath

/opt/rt3/local

RT::LocalPluginPath

/opt/rt3/local/plugins

RT::MasonComponentRoot

/opt/rt3/share/html

RT::MasonDataDir

/opt/rt3/var/mason_data

RT::MasonLocalComponentRoot

/opt/rt3/local/html

RT::MasonSessionDir

/opt/rt3/var/session_data

RT::SbinPath

/opt/rt3/sbin

RT::VERSION

3.8.2

RT::VarPath

/opt/rt3/var

Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 8) configuration:

Platform:

osname=linux, osvers=2.6.24.4, archname=i486-linux-gnu-thread-multi

uname='linux ninsei 2.6.24.4 #1 smp preempt fri apr 18 15:36:09 pdt 2008

i686 gnulinux ’

config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN

-Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr
-Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8
-Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5
-Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.8
-Dsitearch=/usr/local/lib/perl/5.8.8 -Dman1dir=/usr/share/man/man1
-Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1
-Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl
-Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib
-Dlibperl=libperl.so.5.8.8 -Dd_dosuid -des’

hint=recommended, useposix=true, d_sigaction=define

usethreads=define use5005threads=undef useithreads=define

usemultiplicity=define

useperlio=define d_sfio=undef uselargefiles=define usesocks=undef

use64bitint=undef use64bitall=undef uselongdouble=undef

usemymalloc=n, bincompat5005=undef

Compiler:

cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS

-DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64’,

optimize='-O2',

cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN

-fno-strict-aliasing -pipe -I/usr/local/include’

ccversion='', gccversion='4.1.2 20061115 (prerelease) (Debian

4.1.1-21)‘, gccosandvers=’’

intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234

d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12

ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',

lseeksize=8

alignbytes=4, prototype=define

Linker and Libraries:

ld='cc', ldflags =' -L/usr/local/lib'

libpth=/usr/local/lib /lib /usr/lib

libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt

perllibs=-ldl -lm -lpthread -lc -lcrypt

libc=/lib/libc-2.3.6.so, so=so, useshrplib=true,

libperl=libperl.so.5.8.8

gnulibc_version='2.3.6'

Dynamic Linking:

dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E'

cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'

Perl Include Paths (@INC)

/opt/rt3/bin/…/local/lib

/opt/rt3/bin/…/lib

/etc/perl

/usr/local/lib/perl/5.8.8

/usr/local/share/perl/5.8.8

/usr/lib/perl5

/usr/share/perl5

/usr/lib/perl/5.8

/usr/share/perl/5.8

/usr/local/lib/site_perl

.

/etc/apache2

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Best regards, Ruslan.