Trouble creating new Templates

RT Users
1

[Sending this again since the first one was too big for the list -
apologies if anyone gets it twice]

Hi all,

When I (or one of my users) selects Configuration → Queues →
[SomeQueue] → Templates → New Template we get the attached error log,
and no new template.

The complaint about ‘no connection to syslog’ is worrying, since this RT
installation is quite happily logging to syslog under other
circumstances, but it looks like the real error might be this:

“Trying to check RT::Queue rights for an unspecified RT::Queue at
/usr/local/rt3/lib/RT/Principal_Overlay.pm line 354”

The users in question all have admin rights on the queue - any other
queue admin activities seem to work just fine.

Unfortunately I’m not a Perl hacker nor too familiar with the internals
of RT or I’d dig into this further myself. Happy to try any
patches/workarounds that anyone can come up with though. Note that I’ve
trimmed the error log to fit within the size limits for this list - let
me know if you want to see the whole thing.

This is on RT 3.0.11 / Perl 5.8.5 / MySQL 4.0.20 / Apache 1.3.31 /
FreeBSD 4.8p20.

Cheers,

Scott

Dr. Scott Mitchell, Apama (UK) Ltd, Cambridge, United Kingdom
mailto:scott.mitchell@apama.com http://www.apama.com/
Voice: +44 1223 866265 Fax: +44 1223 866222 GSM: +44 7748 767117

error.txt (17.2 KB)

2

Scott Mitchell wrote:

[Sending this again since the first one was too big for the list -
apologies if anyone gets it twice]

Hi all,

When I (or one of my users) selects Configuration → Queues →
[SomeQueue] → Templates → New Template we get the attached error log,
and no new template.
http://wiki.bestpractical.com/index.cgi?RT3OnSolaris

The complaint about ‘no connection to syslog’ is worrying, since this RT
installation is quite happily logging to syslog under other
circumstances, but it looks like the real error might be this:

“Trying to check RT::Queue rights for an unspecified RT::Queue at
/usr/local/rt3/lib/RT/Principal_Overlay.pm line 354”
Don’t know about this, but remember that this error was reported.

[snip]

		Best regards. Ruslan.
3

Ruslan U. Zakirov wrote:

Scott Mitchell wrote:

[Sending this again since the first one was too big for the list -
apologies if anyone gets it twice]

Hi all,

When I (or one of my users) selects Configuration → Queues →
[SomeQueue] → Templates → New Template we get the attached error
log, and no new template.

http://wiki.bestpractical.com/index.cgi?RT3OnSolaris

That seems to have done it - I can now happily create new templates.

You guys are excellent - not many places I can get answers to all my
dumb questions in < 30 minutes :slight_smile:

I wonder if the notes in RT_Config.pm should be updated to mention that
this tweak might be necessary on FreeBSD as well?

Cheers,

Scott
4

Scott Mitchell wrote:

Ruslan U. Zakirov wrote:

Scott Mitchell wrote:

[Sending this again since the first one was too big for the list -
apologies if anyone gets it twice]

Hi all,

When I (or one of my users) selects Configuration → Queues →
[SomeQueue] → Templates → New Template we get the attached error
log, and no new template.

Request Tracker Wiki

That seems to have done it - I can now happily create new templates.

You guys are excellent - not many places I can get answers to all my
dumb questions in < 30 minutes :slight_smile:

I wonder if the notes in RT_Config.pm should be updated to mention that
this tweak might be necessary on FreeBSD as well?
This change would go into mainline faster if you send ‘diff -u’ patch to
rt-devel@ list.

5

Hi all,

When I (or one of my users) selects Configuration → Queues →
[SomeQueue] → Templates → New Template we get the attached error log,
and no new template.

The complaint about ‘no connection to syslog’ is worrying, since this RT
installation is quite happily logging to syslog under other
circumstances, but it looks like the real error might be this:

“Trying to check RT::Queue rights for an unspecified RT::Queue at
/usr/local/rt3/lib/RT/Principal_Overlay.pm line 354”

The users in question all have admin rights on the queue - any other
queue admin activities seem to work just fine.

Unfortunately I’m not a Perl hacker nor too familiar with the internals
of RT or I’d dig into this further myself. Happy to try any
patches/workarounds that anyone can come up with though.

This is on RT 3.0.11 / Perl 5.8.5 / MySQL 4.0.20 / Apache 1.3.31 /
FreeBSD 4.8p20.

Cheers,

Scott

Dr. Scott Mitchell, Apama (UK) Ltd, Cambridge, United Kingdom
mailto:scott.mitchell@apama.com http://www.apama.com/
Voice: +44 1223 866265 Fax: +44 1223 866222 GSM: +44 7748 767117

error.txt (40.6 KB)