Two problems with rt-3.9.7

Hi everyone,

I’m testing rt-3.9.7 and two problems are tying me down. It’s quite some
time since I used RT actively so I’m trying to catch up.
The first is related to Resolved template. I have the following template -
http://inetpro.org/pastebin/10622 - which worked in RT (I can’t tell which
version is worked with lastly. Probably 3.6.x) but is simply not being
accepted in 3.9.7. What changes do I need on it so that 3.9.7 can accept it
as type=perl (not as type = simple)?
Secondly, my AutoReply template, also carried forward from the old days,
generates a random password for a requestor and should allow the requestor
to login to RT and view tickets created by them. The login part works, but
requestor cannot view tickets. I’d love to have requestors view/comment
tickets they generate.
I have given “Everyone” the following rights:

  • Comment on ticketsCommentOnTicket
  • Create ticketsCreateTicket
  • Reply to ticketsReplyToTicket
  • Sign up as a ticket Requestor or ticket or queue CcWatch
  • View custom fieldsSeeCustomField
  • View queueSeeQueue
  • View system dashboardsSeeDashboard
  • View ticket summaries

Modify one’s own RT accountModifySelf
View ticket private commentaryShowTicketComment

However, requestors are still not able to view their tickets to start with!
What other rights do I need to give.

While it is not key on my troubles, is anyone usind RT VERP already with
Exim and would like to share Exim configuration to handle this?

NB: I am using Chrome to view RT and it works pretty well. However, Firefox
4.0beta8 simply gives me grief. I’m not sure where to lay the blame for
this, but I will not put on Jesse and his team for now:-)

Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223


Damn!!

Hi everyone,

I’m testing rt-3.9.7 and two problems are tying me down. It’s quite some time since I used RT
actively so I’m trying to catch up.
The first is related to Resolved template. I have the following template -
[1]http://inetpro.org/pastebin/10622 - which worked in RT (I can’t tell which version is
worked with lastly. Probably 3.6.x) but is simply not being accepted in 3.9.7. What changes do

How is not accepted?

I need on it so that 3.9.7 can accept it as type=perl (not as type = simple)?
Secondly, my AutoReply template, also carried forward from the old days, generates a random
password for a requestor and should allow the requestor to login to RT and view tickets
created by them. The login part works, but requestor cannot view tickets. I’d love to have
requestors view/comment tickets they generate.
I have given “Everyone” the following rights:

 * [2][ ] Â Comment on ticketsCommentOnTicket
 * [3][ ] Â Create ticketsCreateTicket
 * [4][ ] Â Reply to ticketsReplyToTicket
 * [5][ ] Â Sign up as a ticket Requestor or ticket or queue CcWatch
 * [6][ ] Â View custom fieldsSeeCustomField
 * [7][ ] Â View queueSeeQueue
 * [8][ ] Â View system dashboardsSeeDashboard
 * [9][ ] Â View ticket summaries

[10][ ] Â Modify one’s own RT accountModifySelf
[11][ ] Â View ticket private commentaryShowTicketComment
Â
However, requestors are still not able to view their tickets to start with!
What other rights do I need to give.

I don’t see where you gave Requestors ShowTicket, which I think is
what you want.

While it is not key on my troubles, is anyone usind RT VERP already with Exim and would like
to share Exim configuration to handle this?

NB: I am using Chrome to view RT and it works pretty well. However, Firefox 4.0beta8 simply
gives me grief. I’m not sure where to lay the blame for this, but I will not put on Jesse and
his team for now:-)

If you file bug reports with screenshots, it would be interesting. I
don’t think we’ve encountered any firefox issues so far. There have
also been some CSS refactorings between 3.9.7 and the current HEAD.

-kevin

Hi everyone,

I’m testing rt-3.9.7 and two problems are tying me down. It’s quite some
time since I used RT actively so I’m trying to catch up.
The first is related to Resolved template. I have the following template -
[1]http://inetpro.org/pastebin/10622 - which worked in RT (I can’t tell
which version is worked with lastly. Probably 3.6.x) but is simply not
being accepted in 3.9.7.

you should upgrade some syntaxes:

$RT::WebURL -> RT->Config->Get(‘WebURL’)
$rtname -> RT->Config->Get(‘rtname’)

Hi everyone,

I’m testing rt-3.9.7 and two problems are tying me down. It’s quite
some time since I used RT
actively so I’m trying to catch up.
The first is related to Resolved template. I have the following
template -
[1]http://inetpro.org/pastebin/10622 - which worked in RT (I can’t
tell which version is
worked with lastly. Probably 3.6.x) but is simply not being accepted
in 3.9.7. What changes do

How is not accepted?

I get this error:

Can’t use string (“Subject: [{$rtname} #{$Ticket->i”) as an ARRAY ref while
"strict refs" in use at /opt/rt4/sbin/…/lib/RT/Template_Overlay.pm line
678, line 69.

I need on it so that 3.9.7 can accept it as type=perl (not as type =
simple)?
Secondly, my AutoReply template, also carried forward from the old
days, generates a random
password for a requestor and should allow the requestor to login to RT
and view tickets
created by them. The login part works, but requestor cannot view
tickets. I’d love to have
requestors view/comment tickets they generate.
I have given “Everyone” the following rights:

 * [2][ ] Â Comment on ticketsCommentOnTicket
 * [3][ ] Â Create ticketsCreateTicket
 * [4][ ] Â Reply to ticketsReplyToTicket
 * [5][ ] Â Sign up as a ticket Requestor or ticket or queue CcWatch
 * [6][ ] Â View custom fieldsSeeCustomField
 * [7][ ] Â View queueSeeQueue
 * [8][ ] Â View system dashboardsSeeDashboard
 * [9][ ] Â View ticket summaries

[10][ ] Â Modify one’s own RT accountModifySelf
[11][ ] Â View ticket private commentaryShowTicketComment
Â
However, requestors are still not able to view their tickets to start
with!
What other rights do I need to give.

I don’t see where you gave Requestors ShowTicket, which I think is what you
want.

Sure. I have taken a slap for that! I’d assumed so much that Everyone means
"everyone".

While it is not key on my troubles, is anyone usind RT VERP already
with Exim and would like
to share Exim configuration to handle this?

NB: I am using Chrome to view RT and it works pretty well. However,
Firefox 4.0beta8 simply
gives me grief. I’m not sure where to lay the blame for this, but I
will not put on Jesse and
his team for now:-)

If you file bug reports with screenshots, it would be interesting. I don’t
think we’ve encountered any firefox issues so far. There have also been
some CSS refactorings between 3.9.7 and the current HEAD.

I have taken a snapshot of the main login window. You can see it here as a
pdf: http://lix.in/-91f606
I am using web2 theme and I simply cannot navigate the RT display in
Firefox-4.0b8. I simply have to close the tab. Trying to click on links
which behave like moving targets is not easy, oh!
The hyperlink to “Logged in as …” actually is shown on the right hand top
corner, as opposed to left hand top corner with Chrome.

Bar from getting git source, is there a nightly snapshot of current HEAD
that I can try? I didn’t find a way to compile HEAD the way I do with the
distributed tarballs.

Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223


Damn!!

Hi everyone,

I’m testing rt-3.9.7 and two problems are tying me down. It’s quite
some
time since I used RT actively so I’m trying to catch up.
The first is related to Resolved template. I have the following
template -
[1]http://inetpro.org/pastebin/10622 - which worked in RT (I can’t
tell
which version is worked with lastly. Probably 3.6.x) but is simply not
being accepted in 3.9.7.

you should upgrade some syntaxes:

$RT::WebURL -> RT->Config->Get(‘WebURL’)
$rtname -> RT->Config->Get(‘rtname’)

I have updated, thanks. However, it did not eliminate the error

Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223


Damn!!

 > Â Â Hi everyone,
 >
 > Â Â I'm testing rt-3.9.7 and two problems are tying me down. It's quite some time since I
 used RT
 > Â Â actively so I'm trying to catch up.
 > Â Â The first is related to Resolved template. I have the following template -
 > Â Â [1][2]http://inetpro.org/pastebin/10622 - which worked in RT (I can't tell which
 version is
 > Â Â worked with lastly. Probably 3.6.x) but is simply not being accepted in 3.9.7. What
 changes do

 How is not accepted?

I get this error:

Can’t use string (“Subject: [{$rtname} #{$Ticket->i”) as an ARRAY ref while “strict refs” in
use at /opt/rt4/sbin/…/lib/RT/Template_Overlay.pm line 678, line 69.

You’re missing a trailing } on your template (in the resolution
comment block) which appears to really break the compile checker.

Sure. I have taken a slap for that! I’d assumed so much that Everyone means “everyone”.

You almost certainly don’t want Everyone to have ShowTicket, that
means they can see any ticket. You want Requestors to see their own
tickets.

I have taken a snapshot of the main login window. You can see it here as a pdf:
[3]http://lix.in/-91f606
I am using web2 theme and I simply cannot navigate the RT display in Firefox-4.0b8. I simply
have to close the tab. Trying to click on links which behave like moving targets is not easy,
oh!
The hyperlink to “Logged in as …” actually is shown on the right hand top corner, as opposed
to left hand top corner with Chrome.

Do you seem similar breakage on aileron?

Bar from getting git source, is there a nightly snapshot of current HEAD that I can try? I
didn’t find a way to compile HEAD the way I do with the distributed tarballs.

There should be another tarball along soon.

-kevin

 > Â Â Hi everyone,
 >
 > Â Â I'm testing rt-3.9.7 and two problems are tying me down. It's

quite some time since I

 used RT
 > Â Â actively so I'm trying to catch up.
 > Â Â The first is related to Resolved template. I have the

following template -

 > Â Â [1][2]http://inetpro.org/pastebin/10622 - which worked in RT

(I can’t tell which

 version is
 > Â Â worked with lastly. Probably 3.6.x) but is simply not being

accepted in 3.9.7. What

 changes do

 How is not accepted?

I get this error:

Can’t use string (“Subject: [{$rtname} #{$Ticket->i”) as an ARRAY ref
while “strict refs” in
use at /opt/rt4/sbin/…/lib/RT/Template_Overlay.pm line 678, line 69.

You’re missing a trailing } on your template (in the resolution
comment block) which appears to really break the compile checker.

Thanks for being my “third eye”! I have seen where the trailing } was
missing and fixed that. Together with the suggestions from Emmanuel, my
template now works as expected.

Sure. I have taken a slap for that! I’d assumed so much that Everyone
means “everyone”.

You almost certainly don’t want Everyone to have ShowTicket, that
means they can see any ticket. You want Requestors to see their own
tickets.

I have taken a snapshot of the main login window. You can see it here
as a pdf:
[3]http://lix.in/-91f606
I am using web2 theme and I simply cannot navigate the RT display in
Firefox-4.0b8. I simply
have to close the tab. Trying to click on links which behave like
moving targets is not easy,
oh!
The hyperlink to “Logged in as …” actually is shown on the right hand
top corner, as opposed
to left hand top corner with Chrome.

Do you seem similar breakage on aileron?

No. I tested and there is no such breakage with aileron.

Bar from getting git source, is there a nightly snapshot of current
HEAD that I can try? I
didn’t find a way to compile HEAD the way I do with the distributed
tarballs.

There should be another tarball along soon.

In an earlier post, I had reported having serious display problem with
3.9.x. I followed the thread where it was said one needed to add the
following to Apache config:

     <Perl>
      use Plack::Handler::Apache2;
      Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
     </Perl>

I added that and it solved the display and some errors that others reported
(I was seeing the same errors too).

Are these gonna be retained when the next tarball is released or should I
prepare to remove them?

Thanks to all!!

Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223


Damn!!

Thanks for being my “third eye”! I have seen where the trailing } was missing and fixed that.
Together with the suggestions from Emmanuel, my template now works as expected.

Good. I’ve opened a ticket to try and catch that compilation failure

 Do you seem similar breakage on aileron?

No. I tested and there is no such breakage with aileron.

Would you forward your pdf and browser info to rt-bugs so we have a
ticket?

In an earlier post, I had reported having serious display problem with 3.9.x. I followed the
thread where it was said one needed to add the following to Apache config:

       Â
         use Plack::Handler::Apache2;
         Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
       Â
I added that and it solved the display and some errors that others reported (I was seeing the
same errors too).

Are these gonna be retained when the next tarball is released or should I prepare to remove
them?

They should be in the next tarball

-kevin