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Ronny Adsetts | 6 Jul 2005 14:10
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Can't view tickets after cvs update

Hi All,

Having a bit of a whups problem. Got a FRAMEWORK_3 checkout, obviously whups on the HEAD. Did an update this
morning and am seeing "There are no queues which you can search." on the tickets search screen for all users
not named as horde admins.

I've tried removing and re-creating permisions for whups but it's not helping.

This may not be relevant but when I remove the 'whups' permissions entry and all children then manually add a
'whups' permission to set the default permissions, then 'edit permission for this queue' on any queue,
the queue permsissions are not being created under the previous 'whups' permission entry but instead
under a new 'whups' entry. This doesn't seem right to me.

It sounds like something is fundamentaly screwed with the datatree system somewhere but that's just a
guess - it's got me.

Anyone have any ideas?

TIA,
Ronny
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Chuck Hagenbuch | 11 Jul 2005 21:06
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Re: Can't view tickets after cvs update

Quoting Ronny Adsetts <ronny.adsetts <at> amazinginternet.com>:

> Having a bit of a whups problem. Got a FRAMEWORK_3 checkout, 
> obviously whups on the HEAD. Did an update this morning and am seeing 
> "There are no queues which you can search." on the tickets search 
> screen for all users not named as horde admins.
>
> I've tried removing and re-creating permisions for whups but it's not 
> helping.

Can you see if this helps:

http://cvs.horde.org/diff.php/framework/DataTree/DataTree/sql.php?r1=1.200&r2=1.201&ty=u

If not, please file a bug report on bugs.horde.org with as many details 
as you can scrounge up.

-chuck

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Edwin L. Culp | 12 Jul 2005 20:41

Invert Queues and types to speed up whups.

I am seriously considering inverting Queues and types to speed up whups 
and simplify queue configuration.  I am experimenting with 600 + queues 
and 16 types.  My speed problem comes in when checking permissions 
which I assume would be much faster with 16 queues and types wouldn't 
come into play.  Also I will have to configure each of the 600 types 
that I think should be faster than 600 queues.  I still have about 500 
to go.

Basically, each queue is a customer and types are products or services. 
  Does anyone see a trap that I'm not seeing?  In fact I was looking at 
the horde ticket system and wonder why it wouldn't work with two queues 
and 50 types?  Thanks for any suggestions or for pointing out caveats 
that I'm missing.

ed

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Ronny Adsetts | 13 Jul 2005 11:48
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Re: Can't view tickets after cvs update

Chuck Hagenbuch said at 11/07/2005 20:06:

> Quoting Ronny Adsetts <ronny.adsetts <at> amazinginternet.com>:
> 
>>Having a bit of a whups problem. Got a FRAMEWORK_3 checkout, 
>>obviously whups on the HEAD. Did an update this morning and am seeing 
>>"There are no queues which you can search." on the tickets search 
>>screen for all users not named as horde admins.
>>
>>I've tried removing and re-creating permisions for whups but it's not 
>>helping.
> 
> Can you see if this helps:
> 
> http://cvs.horde.org/diff.php/framework/DataTree/DataTree/sql.php?r1=1.200&r2=1.201&ty=u
> 
> If not, please file a bug report on bugs.horde.org with as many details 
> as you can scrounge up.

This does indeed fix the problem - all my users can now see tickets again :-D

The permissions control for whups still doesn't seem to do what I think it should though.

For example, setting authenticated users to show/read/edit then adding a group permission of
show/read/edit/delete doesn't allow members of that group to move tickets between queues. Nor can they
delete tickets.

I've not had time to dig in to this yet but it's on course to become an issue so I will at some point... is this
something that you're aware of? I assume it should work as I expect?
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Borja Arcones | 14 Jul 2005 19:19

No email notifications

Hellow to all.

I have configured whups but I don't have email notifications.

I let IMP to do the authentification and all the rest applications work
perfectly.

I don't have real Horde users, they are users in a mySQL table (virtual users).
I have identities configured ok.

When I open a ticket and submit it, the mail log said this:

warning: SASL authentication failure: All-whitespace username.

To configure the mail system I followed this howto:

http://workaround.org/articles/ispmail-sarge/

Does whups needs to email the tickets real Horde users??

Thanks in advance.

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Chuck Hagenbuch | 16 Jul 2005 00:31
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Re: Can't view tickets after cvs update

Quoting Ronny Adsetts <ronny.adsetts <at> amazinginternet.com>:

> For example, setting authenticated users to show/read/edit then 
> adding a group permission of show/read/edit/delete doesn't allow 
> members of that group to move tickets between queues. Nor can they 
> delete tickets.

Changing queues should be available to all authenticated users. Can you 
be more specific than "does not allow"?

Deleting tickets is only enabled for users with the whups admin 
permission. You really shouldn't be deleting tickets in general usage; 
it goes against the point of how ticket systems work and provide an 
audit trail.

> I've not had time to dig in to this yet but it's on course to become 
> an issue so I will at some point... is this something that you're 
> aware of?

If it's not in bugs.horde.org, then either it's not a bug or we don't 
know about it.

-chuck

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Ronny Adsetts | 16 Jul 2005 14:42
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Re: Can't view tickets after cvs update

Chuck Hagenbuch said at 15/07/2005 23:31:
> Quoting Ronny Adsetts <ronny.adsetts <at> amazinginternet.com>:
> 
>>For example, setting authenticated users to show/read/edit then 
>>adding a group permission of show/read/edit/delete doesn't allow 
>>members of that group to move tickets between queues. Nor can they 
>>delete tickets.
> 
> Changing queues should be available to all authenticated users. Can you 
> be more specific than "does not allow"?

Clicking on 'Set Queue' as an authenticated user results in 'Permission Denied' unless you are listed as a
Whups admin user.

> Deleting tickets is only enabled for users with the whups admin 
> permission. You really shouldn't be deleting tickets in general usage; 
> it goes against the point of how ticket systems work and provide an 
> audit trail.

OK, well I know this and it makes sense. But, the privilege for 'delete' is there so I'd expect it to do what it
says - if I created a group and assigned delete privs, I'd expect them to be able to delete. Just Principle of
Least Astonishment.

This partly came from my assumption that moving a ticket to another queue would require delete privs. so
it's somwhat irrelevant anyhow.

>>I've not had time to dig in to this yet but it's on course to become 
>>an issue so I will at some point... is this something that you're 
>>aware of?
>
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Lukas Meyer | 28 Jul 2005 16:04
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mail-filter.php

Dear list members,

I've installed whups in purpose as our new ticketing system. I'm now  
having troubles in getting mail-filter.php running. I've correctly  
set up the stuff on the mail system side (alias forwarding to mail- 
filter.php) but it isn't running. I think the Problem is somewhere  
else. If i run the script by hand and pipe a message into it, i get  
the following error:

A fatal error has occurred

DB Error: connect failed

I checked the DB Connection of Horde but this is ok. Can anyone give  
me a hint in solving this?

best regards,

Lukas
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donnieg | 29 Jul 2005 00:40

Whups requirements question

Hi,

The IT department of our university is looking for a ticket tracking system 
for our help desk. Since we currently run Horde 2.2.8, Imp 3.2.7 and Turba 
1.2.5, I am considering Whups. Does it run under Horde 2 or does it require 
Horde 3? If it will work with Horde 2, do install docs exist (the INSTALL file 
in the CVS appears to be for Horde 3)?

Thanks,
Donnie 

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Kevin Myer | 29 Jul 2005 01:52

Re: Whups requirements question

Quoting donnieg <at> cumberlandcollege.edu:

> Hi,
>
> The IT department of our university is looking for a ticket tracking system
> for our help desk. Since we currently run Horde 2.2.8, Imp 3.2.7 and Turba
> 1.2.5, I am considering Whups. Does it run under Horde 2 or does it require
> Horde 3? If it will work with Horde 2, do install docs exist (the 
> INSTALL file
> in the CVS appears to be for Horde 3)?

It requires Horde 3.X.  Time to upgrade :)

Kevin

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