[rt-users] Few things in RT that annoy me and my support.
popeye
popeye at popeye.ws
Wed Sep 28 11:12:34 EDT 2005
also if somebody wants make delete and take on index page make this updates..
in share/html/Elements/MyRequests do this
replace Format to this
Format => "'<a
href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', '<a
href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__S
ubject__</a>/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, '<A
HREF=\"$RT::WebPath/Ticket/Display.html?Action=Take&id=__id__\">".loc('Take').
"</a>/TITLE: ','<a
href=\"$RT::WebPath/Ticket/Display.html?Status=deleted&id=__id__\">".loc('Delete')."</a>/TITLE: '
",
(here is just add links to adding "Take" and "Delete" actions on first page)
so your support ca delete or take tickets from first page...
I think we need some actions on tickets from first page or search pages, cause
if you have large traffic of tickets then you have more spam, then your DB is
slower and slower and alot of clicking may annoy your support.. so some
actions (example checkboxes on tickets like in phpMyAdmin on tables or rows)
to delete tickets, necessary for that.. I hope we will see it the future RT
systems..
On Wednesday 28 September 2005 15:08, popeye wrote:
> Thanx alot to Ruslan Zakirov.
> Its some fixes for epty list in search and on first page in "newest
> unowned tickets".
> Problem was: If user don't have right for queue then he not see tickets
> from this queue but RT reserve row for it in result, so we have small
> tickets on first page and in search result..
>
> How to fix:
> We need search in database by queues which user have granted to see, not by
> all queues, so RT wouldn't reserve row for unnecessary queues.
> It must speed up your first page too.
>
> This code i put in share/html/Elements/MyRequests
> Code is my (i'm not perl master) so maybe you could make it "cleaner"
>
> 1) find <%init> ... </%init> section.
> 2) replace all to following code:
>
> <%init>
> my $rows = $RT::MyRequestsLength;
>
> my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')";
>
> my $Qadd = "";
>
> my $CheckQueueRight = 'SeeQueue;
>
> my $q=new RT::Queues($session{'CurrentUser'});
> $q->UnLimit;
>
> while (my $queue=$q->Next) {
> if ($queue->CurrentUserHasRight($CheckQueueRight)) {
> $Qadd .= " OR Queue= '".$queue->Id."'";
> }
> }
> $Qadd =~ s/^\s*OR//;
> $Query .= " AND (".$Qadd.")";
>
>
> my $QueryString = "";
> $QueryString = '?' . $m->comp('/Elements/QueryString',
> Query => $Query,
> Order => 'DESC',
> OrderBy => 'Priority') if ($Query);
>
> </%init>
>
> so we have full list of requests now. Seems exactly like MyRequestsLength
> value...
> I think this code we can put to searches too, but i didn't test it.
>
> On Friday 23 September 2005 15:16, popeye wrote:
> > Ok i'm new in lis but using RT since May and now i have 3GB of tickets
> > and 4 supporters which work with them..
> >
> > We use 3.4.4 but it after upgrade from 3.2.3,
> > We on FreeBSD 5.3, apache 1.3.x, mysql 4.1.14, mod_perl 1.29, perl 5.8.6
> > This systems have 1G of RAM.
> > Intel(R) Pentium(R) 4 CPU 2.40GHz
> >
> > RT DB have 115,410 of tickets (a lot of deleted bacause of spam)
> > 2.3 GB of Attachements
> > 1,347,963 - CachedGroupMembers
> > Transactions - 505,764
> > and for last Users table - 84,472..
> > We use RT for support our products, so our users send to public mails we
> > receive it into RT then support answer and resolve on tickets...
> >
> > And now problems:
> > 1. it's slow for us.. i think because we have so large db
> > innodb parameters:
> > innodb_buffer_pool_size=256M
> > innodb_additional_mem_pool_size=2M
> > sort_buffer=2M
> >
> > 2. 30 newest unowned tickets
> > i set it for 10.000 tickets on ferst page - because i don't know why (but
> > thing because deleted tickets) it not show me 200 if i set it to 200...
> > it show me only 20-30 but old tickets (which have user Nobody and support
> > not resolve yet) it don't show.. same thing if i click on this link on
> > top of table (10000 newest unowned tickets ) -> i moved to search page,
> > but page empty, i click Next there only 2 tickets then again click on
> > Next, there no tickets.
> > When i set $MyRequestsLength to 10.000 it not show me 10.000 mails it
> > show me mails at about 1000. If i click on link "10000 newest unowned
> > tickets" it show me Found 30,762 tickets.
> > I search in mail list about this and I thing it is like this old mails
> > http://lists.bestpractical.com/pipermail/rt-devel/2002-October/002650.htm
> >l
> > http://lists.bestpractical.com/pipermail/rt-users/2003-December/019008.ht
> >ml but no solutions how to fix it..
> >
> > 3. After upgrade to 3.4.4 i get interesting bug "Empty mail history" i
> > click on ticket -> it show me all except headers and history of mail.. I
> > restart apache it shows again.. Sometimes it not shows when i restart
> > apache, then i restart mysql it show me history again.. Deleteing files
> > in var/mason_data not help. This occurs every day.
> >
> > 4. After upgrade to 3.4.4 session table is crashed every day too, i must
> > repair this table.. I set write apache sessions, but not thing thats ok..
> >
> > Well, help me please. sorry for my english. I will glad listen any help
> > about my problems. Thank you.
> >
> > P.S. I like RT very much..
> > P.P.S. I know Ruslan Zarikov developer of RT. I want talk with you by icq
> > or email on russian. if you don't mind
> > _______________________________________________
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> >
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> >
> > Buy your copy of our new book, RT Essentials, today!
> >
> > Download a free sample chapter from http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Buy your copy of our new book, RT Essentials, today!
>
> Download a free sample chapter from http://rtbook.bestpractical.com
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