RT4.0.2 Branded Queue

Hi,

I have been trying to get BrandedQueues to work with RT4 on Debian.
Got the extension installed but when I activate in RT_SiteConfig.pm
and issue Apache restart I get:

/etc/init.d/apache2 restart

Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]:
(in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can’t
locate object method “new” via package “RT::CurrentUser” at
/opt/rt4/sbin/…/lib/RT/Handle.pm line 239.
(/opt/rt4/sbin/…/lib/RT.pm:342)
… waiting [Tue Sep 13 10:12:35 2011] [warning]: (in cleanup) Error
while loading /opt/rt4/sbin/rt-server: Can’t locate object method
"new" via package “RT::CurrentUser” at
/opt/rt4/sbin/…/lib/RT/Handle.pm line 239.
(/opt/rt4/sbin/…/lib/RT.pm:342)

When I comment out the line:

use RT::Extension::BrandedQueues;

Apache starts and RT is back.

I have been going through articles from Google and old posts in
mailing list. All were pointing to this extension and I didn’t find
anything that would suggest that queue branding is built into RT4.

Regards,

IndrekP.

Hi,

I have been trying to get BrandedQueues to work with RT4 on Debian.
Got the extension installed but when I activate in RT_SiteConfig.pm
and issue Apache restart I get:

The BrandedQueues extension has been part of core since 3.8.0 and the
plugin is likely to break modern RTs. You can access the subject tag
branding from the Queue Admin page.

-kevin

Hi,

That was easy. Didn’t notice the field before.
I will test it when I get the chance.

Thank you,On Tue, Sep 13, 2011 at 5:03 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Tue, Sep 13, 2011 at 01:19:36PM +0300, Indrek Paas wrote:

Hi,

I have been trying to get BrandedQueues to work with RT4 on Debian.
Got the extension installed but when I activate in RT_SiteConfig.pm
and issue Apache restart I get:

The BrandedQueues extension has been part of core since 3.8.0 and the
plugin is likely to break modern RTs. You can access the subject tag
branding from the Queue Admin page.

-kevin

/etc/init.d/apache2 restart

Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]:
(in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can’t
locate object method “new” via package “RT::CurrentUser” at
/opt/rt4/sbin/…/lib/RT/Handle.pm line 239.
(/opt/rt4/sbin/…/lib/RT.pm:342)
… waiting [Tue Sep 13 10:12:35 2011] [warning]: (in cleanup) Error
while loading /opt/rt4/sbin/rt-server: Can’t locate object method
"new" via package “RT::CurrentUser” at
/opt/rt4/sbin/…/lib/RT/Handle.pm line 239.
(/opt/rt4/sbin/…/lib/RT.pm:342)

When I comment out the line:

use RT::Extension::BrandedQueues;

Apache starts and RT is back.

I have been going through articles from Google and old posts in
mailing list. All were pointing to this extension and I didn’t find
anything that would suggest that queue branding is built into RT4.


RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

Branding kind of works. But something is still off a bit.
In subject I can still see the old Queue name and in auto reply it is like this:

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
“WEB: RT Branding test 2”,
a summary of which appears below.

There is no need to reply to this message right now. Your ticket has been
assigned an ID of [support #46].

Please include the string:

    [support #46]

I have tried different options and settings but don’t seem to get it working.

Regards,

Indrek P.On Tue, Sep 13, 2011 at 5:24 PM, Indrek Paas indrekpaas@gmail.com wrote:

Hi,

That was easy. Didn’t notice the field before.
I will test it when I get the chance.

Thank you,

On Tue, Sep 13, 2011 at 5:03 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Tue, Sep 13, 2011 at 01:19:36PM +0300, Indrek Paas wrote:

Hi,

I have been trying to get BrandedQueues to work with RT4 on Debian.
Got the extension installed but when I activate in RT_SiteConfig.pm
and issue Apache restart I get:

The BrandedQueues extension has been part of core since 3.8.0 and the
plugin is likely to break modern RTs. You can access the subject tag
branding from the Queue Admin page.

-kevin

/etc/init.d/apache2 restart

Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]:
(in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can’t
locate object method “new” via package “RT::CurrentUser” at
/opt/rt4/sbin/…/lib/RT/Handle.pm line 239.
(/opt/rt4/sbin/…/lib/RT.pm:342)
… waiting [Tue Sep 13 10:12:35 2011] [warning]: (in cleanup) Error
while loading /opt/rt4/sbin/rt-server: Can’t locate object method
"new" via package “RT::CurrentUser” at
/opt/rt4/sbin/…/lib/RT/Handle.pm line 239.
(/opt/rt4/sbin/…/lib/RT.pm:342)

When I comment out the line:

use RT::Extension::BrandedQueues;

Apache starts and RT is back.

I have been going through articles from Google and old posts in
mailing list. All were pointing to this extension and I didn’t find
anything that would suggest that queue branding is built into RT4.


RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

Branding kind of works. But something is still off a bit.
In subject I can still see the old Queue name and in auto reply it is like this:

If you’ve customized your templates or upgraded your RT, you likely
need to fix a number of places to use $TicketObj->SubjectTag

-kevin

I have a clean RT 4.0.2 install. Templates have not been modified in any way.
I tried modifying the Autoreply template by translating the text to my
native language but this broke the RT4 autoreply. When new ticket was
created no reply was sent.

But is this "fix a number of places to use $TicketObj->SubjectTag"
required to get the Queue branding to work?

–IndrekOn Tue, Sep 13, 2011 at 9:46 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Tue, Sep 13, 2011 at 07:04:51PM +0300, Indrek Paas wrote:

Branding kind of works. But something is still off a bit.
In subject I can still see the old Queue name and in auto reply it is like this:

If you’ve customized your templates or upgraded your RT, you likely
need to fix a number of places to use $TicketObj->SubjectTag

-kevin

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
“WEB: RT Branding test 2”,
a summary of which appears below.

There is no need to reply to this message right now. Your ticket has been
assigned an ID of [support #46].

Please include the string:

    [support #46]

I have tried different options and settings but don’t seem to get it working.

Regards,

Indrek P.

On Tue, Sep 13, 2011 at 5:24 PM, Indrek Paas indrekpaas@gmail.com wrote:

Hi,

That was easy. Didn’t notice the field before.
I will test it when I get the chance.

Thank you,

On Tue, Sep 13, 2011 at 5:03 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Tue, Sep 13, 2011 at 01:19:36PM +0300, Indrek Paas wrote:

Hi,

I have been trying to get BrandedQueues to work with RT4 on Debian.
Got the extension installed but when I activate in RT_SiteConfig.pm
and issue Apache restart I get:

The BrandedQueues extension has been part of core since 3.8.0 and the
plugin is likely to break modern RTs. You can access the subject tag
branding from the Queue Admin page.

-kevin

/etc/init.d/apache2 restart

Restarting web server: apache2[Tue Sep 13 10:12:34 2011] [warning]:
(in cleanup) Error while loading /opt/rt4/sbin/rt-server: Can’t
locate object method “new” via package “RT::CurrentUser” at
/opt/rt4/sbin/…/lib/RT/Handle.pm line 239.
(/opt/rt4/sbin/…/lib/RT.pm:342)
… waiting [Tue Sep 13 10:12:35 2011] [warning]: (in cleanup) Error
while loading /opt/rt4/sbin/rt-server: Can’t locate object method
"new" via package “RT::CurrentUser” at
/opt/rt4/sbin/…/lib/RT/Handle.pm line 239.
(/opt/rt4/sbin/…/lib/RT.pm:342)

When I comment out the line:

use RT::Extension::BrandedQueues;

Apache starts and RT is back.

I have been going through articles from Google and old posts in
mailing list. All were pointing to this extension and I didn’t find
anything that would suggest that queue branding is built into RT4.


RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

I have a clean RT 4.0.2 install. Templates have not been modified in any way.
I tried modifying the Autoreply template by translating the text to my
native language but this broke the RT4 autoreply. When new ticket was
created no reply was sent.

But is this "fix a number of places to use $TicketObj->SubjectTag"
required to get the Queue branding to work?

Nope, the RT4 templates already called $TicketObj->SubjectTag

There is no need to reply to this message right now. Your ticket has been
assigned an ID of [support #46].

Please include the string:

    [support #46]

What did you expect to see here?

-kevin

I have a clean RT 4.0.2 install. Templates have not been modified in any way.
I tried modifying the Autoreply template by translating the text to my
native language but this broke the RT4 autoreply. When new ticket was
created no reply was sent.

But is this "fix a number of places to use $TicketObj->SubjectTag"
required to get the Queue branding to work?

Nope, the RT4 templates already called $TicketObj->SubjectTag

There is no need to reply to this message right now. Your ticket has been
assigned an ID of [support #46].

Please include the string:

    [support #46]

What did you expect to see here?

WEB - which is the queue name.
I can see it in the top part of the message.

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
“WEB: VPN serveri mälu”,

And aslo on subject line it states “support”.

– Indrek

I have a clean RT 4.0.2 install. Templates have not been modified in any way.
I tried modifying the Autoreply template by translating the text to my
native language but this broke the RT4 autoreply. When new ticket was
created no reply was sent.

But is this "fix a number of places to use $TicketObj->SubjectTag"
required to get the Queue branding to work?

Nope, the RT4 templates already called $TicketObj->SubjectTag

There is no need to reply to this message right now. Your ticket has been
assigned an ID of [support #46].

Please include the string:

    [support #46]

What did you expect to see here?

WEB - which is the queue name.
I can see it in the top part of the message.

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
“WEB: VPN serveri mälu”,

And aslo on subject line it states “support”.

The Subject Tag affects the [support part of the subject, it doesn’t
prefix WEB onto the subject.

-kevin