[rt-users] RT v3.0.10

Rick Ellis Richard.Ellis at Sun.COM
Mon Mar 29 02:36:45 EST 2004


Is it possible to issue a list of pages or functions which have been
updated with each release to help those people who have some pages
customised or localised to roll their individual updates in with the bug
fixes or enhancements in the new versions.

This should help avoid legacy hangover issues from using older coded
pages.


On Sun, 2004-03-28 at 05:02, rt-users-request at lists.bestpractical.com
wrote:
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> Today's Topics:
> 
>    1. Re: RTFM (Jason Grigsby)
>    2. RE: More performance issues with 3.0.9 (Derek Suzuki)
>    3. Re: Allowing a 'group' of customers to see certain	ticketsin
>       a queue (Todd Chapman)
>    4. Re: to: undisclosed recipients (Todd Chapman)
>    5. RE: Allowing a 'group' of customers to see	certainticketsin a
>       queue (Kelly F. Hickel)
>    6. Re: Allowing a 'group' of customers to see	certainticketsin a
>       queue (Todd Chapman)
>    7. Re: Allowing a 'group' of customers to see	certainticketsin a
>       queue (Todd Chapman)
> 
> 
> ----------------------------------------------------------------------
> 
> Message: 1
> Date: Sat, 27 Mar 2004 16:11:03 -0800
> From: Jason Grigsby <jason at kavi.com>
> Subject: Re: [rt-users] RTFM
> To: Max Norton <M.B.Norton at bath.ac.uk>
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <66872DE6-804C-11D8-B579-000393D541EC at kavi.com>
> Content-Type: text/plain; charset=US-ASCII; delsp=yes; format=flowed
> 
> On Mar 24, 2004, at 5:24 AM, Max Norton wrote:
> >> 2)  RTFM is not meant as a tool to display FAQs to the general public.
> >
> > There's absolutely nothing stopping it from doing so, you can make  
> > articles
> > available to everyone.
> 
> Max is correct about this with one caveat. The SelfService interface  
> for RT does not allow access to RTFM. So while you can mark any article  
> as visible to everyone, you will have to create some sort of interface  
> to view the FAQs. A customer-facing and non-authenticated front end are  
> both on the To Do list for the current version of RTFM:
> 
> http://svn.bestpractical.com/viewcvs.cgi/*checkout*/rtfm/trunk/TODO? 
> rev=348&content-type=text%2Fplain
> 
> 
> >> 3)  To view FAQs from RTFM, one must be an RT superuser.
> 
> Out of the box, you have to be a privileged user to see RFTM articles.
> 
> For our use, we wanted certain classes of articles available to users  
> in the SelfService interface. We copied the RTFM installation under the  
> SelfService area in local then modified code to reference  
> /SelfService/RTFM/. We had to modify the left nav for that section as  
> well, and I think there was a couple of other changes that were  
> necessary.
> 
> Basically, the structure (permissions) is in place to support  
> customer-facing and non-authenticated access to RTFM articles, but the  
> UI has been developed.
> 
> -Jason
> 
> 
> 
> ------------------------------
> 
> Message: 2
> Date: Sat, 27 Mar 2004 16:11:13 -0800
> From: Derek Suzuki <DSuzuki at ZipRealty.com>
> Subject: RE: [rt-users] More performance issues with 3.0.9
> To: "'rt-users at lists.bestpractical.com '"
> 	<rt-users at lists.bestpractical.com>
> Message-ID:
> 	<4EDB653D80A0234CAE572A89316BDDFF08D1F444 at elvis.ziprealty.com>
> Content-Type: text/plain;	charset="iso-8859-1"
> 
>  One other bit of info - an strace against the perl process shows the
> following call in abundance:
> 
> time(NULL)                              = 1080432262
> 
>  The expected calls to handle communication with the MySQL server are
> scattered amongst a bunch of those.
> 
> -----Original Message-----
> From: Derek Suzuki
> To: rt-users at lists.bestpractical.com
> Sent: 3/26/2004 5:20 PM
> Subject: [rt-users] More performance issues with 3.0.9
> 
> 	Okay, my performance problem has a bit of a history, so I'll
> start
> at the beginning...
> 
> 	Initially, I installed RT 3.0.7 and MySQL 4.0.13 with Apache
> 2.0.46
> and FastCGI 2.4.21 on a little box with 256MB RAM and a 500MHz P-III.
> It
> was never fast, but it was adequate for the two people using it.
> 	A few weeks ago, another group started using the system, and
> usage
> went up five-fold.  At first I started seeing some odd rendering
> problems,
> so I upgraded RT to 3.0.9.  This solved the immediate problems, but then
> a
> new issue arose.  Every now and then, RT would stall for 1-2 minutes at
> a
> time.  Additional requests would cause the perl process to peg the CPU,
> and
> they would eventually time out.  If the timed-out request came in
> through
> the mail gateway, the delivery would fail with EX_TEMPFAIL and the
> message
> would be redelivered later (this caused a duplicate ticket to be
> created).
> 	Other than the high CPU usage, the system would show little sign
> of
> load.  The CPU would spend little time in iowait state and manual
> queries to
> MySQL would return quickly.  An strace against the perl process would
> show
> queries and results running back and forth during this time.  Eventually
> everything would die down, and the server would start behaving normally.
> 	Earlier this week, I migrated RT to a new server with 4GB RAM,
> dual
> 3GHz Xeons and hardware mirrored SATA drives.  The system was clearly
> faster, but after the first day, we started to see those hangs happen
> again.
> I cranked up the memory allocation settings for InnoDB with no effect.
> I
> then saw a posting which suggested that MySQL 4.0.13 had a bug where
> updates
> on an indexed table could lock out selects for an unreasonable amount of
> time.  I upgraded to 4.0.18 yesterday and everything looked good.
> 	Today, of course, the problem resurfaced.
> 
> 	At this point I'm running out of ideas.  Does anyone have any
> suggestions as to where I should be looking?
> 
> Derek
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
> ------------------------------
> 
> Message: 3
> Date: Sat, 27 Mar 2004 20:37:02 -0500
> From: Todd Chapman <rt at chaka.net>
> Subject: Re: [rt-users] Allowing a 'group' of customers to see certain
> 	ticketsin a queue
> To: Alan Barrett <apb at cequrux.com>
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <20040328013702.GI4373 at chaka.net>
> Content-Type: text/plain; charset=us-ascii
> 
> Just create a scrip that when a ticket is created, find out what
> UserDefined group the requestor belongs to and adds that
> group as a Cc watcher. Then give the Cc system group the
> rights you desire. Easy!
> 
> On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote:
> > On Fri, 26 Mar 2004, Oliver Marx wrote:
> > > >> User_A is user_a at company1.com
> > > >> User_B is user_b at company1.com
> > > >> User_C is c_user at another_company.com
> > > >> 
> > > >> User_A sends in a ticket - #1
> > > >> User_C sends in a ticket - #2
> > > >> User_B sends in a ticket - #3
> > > >> 
> > > >> Both User_A and User_B should be able to see ticket
> > > >> #1 and ticket #3 but  _not_ ticket #2.
> > > >> 
> > > >> User_C should be able to see ticket #2, but not
> > > >> tickets #1 and #3.
> > 
> > I also have this desire.  And I do not want to use a separate queue
> > per customer.  At present, I use the work-around described at
> > <URL:http://marc.free.net.ph/message/20031007.091742.fa8f2674.html>, but
> > it doesn't work very well, requires an extra RT user with a password
> > that is shared between multiple users at the same customer site, and
> > requires tedious editing of scrips every time a new such group is added.
> > 
> > > It would be nice if it some how would be possible to grant a
> > > group_view_right and connect tickets to a group.
> > 
> > Yes, and it would be nice if it didn't need scrips.
> > 
> > Imagine that it was possible to grant rights to "Users in same group as
> > Requestor" and "Users in same group as CC", in much the same way as one
> > currently grants rights to "Requestor" and "CC".  To prevent the "Everyone"
> > group from being considered for such rights, each group could have a flag
> > saying whether or not such rights would apply to this group.
> > 
> > Then you'd do this:
> > 
> >   1. Create a group for "customer-1", and set the "allow rights for
> >      users in same group" flag on this group.
> >   2. Add "user-a at customer-1" and "user-b at customer-1" to the "customer-1"
> >      group.
> >   3. Grant rights like See Queue, View Ticket, Update Ticket, to
> >      "Requestor" as usual.  Also grant those rights (or perhaps only
> >      the view rights, not the update rights) to "Users in same group as
> >      Requestor".
> > 
> > For efficiency, the implementation would probably have to keep a cache
> > of all user-pairs that have the in-same-group property.
> > 
> > --apb (Alan Barrett)
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
> ------------------------------
> 
> Message: 4
> Date: Sat, 27 Mar 2004 20:40:44 -0500
> From: Todd Chapman <rt at chaka.net>
> Subject: Re: [rt-users] to: undisclosed recipients
> To: Anne Ramey <anner at blast.com>
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <20040328014044.GJ4373 at chaka.net>
> Content-Type: text/plain; charset=us-ascii
> 
> That's in the RT configuration file.
> 
> On Fri, Mar 26, 2004 at 04:28:12PM -0500, Anne Ramey wrote:
> > If I just hit reply, everyone who originally was sent the request 
> > doesn't get the reply because the to field says undisclosed recipients. 
> >  Is there any way to have rt automatically cc: anyone cc'd on the 
> > original mail. That is, is there anyway to make rt set the people cc: 
> > field when the original mail is received?  It's not always practical to 
> > do this by hand.
> > 
> > I'm on linux.
> > 
> > thanks,
> > Anne Ramey
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
> ------------------------------
> 
> Message: 5
> Date: Sat, 27 Mar 2004 21:04:00 -0600
> From: "Kelly F. Hickel" <kfh at mqsoftware.com>
> Subject: RE: [rt-users] Allowing a 'group' of customers to see
> 	certainticketsin a queue
> To: "Todd Chapman" <rt at chaka.net>, "Alan Barrett" <apb at cequrux.com>
> Cc: rt-users at lists.bestpractical.com
> Message-ID:
> 	<3C05BBBA1B54ED43B1A6827E620EF1CD0A181B at mailservermn.mqsoftware.com>
> Content-Type: text/plain;	charset="us-ascii"
> 
> Doesn't that make them privileged users, which means they can see the
> comments in the tickets? 
-- 
Rick Ellis <Richard.Ellis at Sun.COM>




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