From krishna.prasad at spartanlabs.com Thu Nov 1 02:08:24 2007 From: krishna.prasad at spartanlabs.com (Krishna Prasad) Date: Thu, 1 Nov 2007 11:38:24 +0530 Subject: [rt-users] Is it possible to change queue name in place of rtname? In-Reply-To: <519782dc0710310837ldd6a87bgd04dc6edf2bea564@mail.gmail.com> Message-ID: <20071101060921.559EE4D809A@diesel.bestpractical.com> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-Brand edQueues/ Is this (i.e. the above link for queue name in place of rtname in subject line) helpful for RT 3.6.5 version? I have read the Readme file, it says it is helpful for 3.2 and 3.4 versions. I am using RT3.6.5 version. Can you please give me the solution for RT3.6.5 version and also I am using centos 4.3 version. ---------------------------------------------------------------------------- --------------------------- You want this: http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-Brand edQueues/ On 10/31/07, Krishna Prasad wrote: > > I'd like to add queue name to the subject line in RT tickets. > > Is it possible to change the queue name in place of rtname in subject line? > Can any one send me the solution for this issue? > > With Regards, > Krishna Prasad From wouter.van.den.bergh at nl.easynet.net Thu Nov 1 06:04:38 2007 From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh) Date: Thu, 1 Nov 2007 11:04:38 +0100 Subject: [rt-users] RT statistics? In-Reply-To: <20071030110039.GE3031@easter-eggs.com> Message-ID: Hi, I cannot exactly find how to create new 'Mason components'. Do you happen to have some documentation about it somewhere? Regards, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 CSC at nl.easynet.net -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: dinsdag 30 oktober 2007 12:01 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT statistics? On Tue, Oct 30, 2007 at 11:32:42AM +0100, Wouter van den Bergh wrote: > Hi, > > > > I have a working RT 3.6.1 install, and I would like some easy to manage > statistics with it. > > I've found this; http://wiki.bestpractical.com/view/RT3StatisticsPackage > But it seems rather outdated. When I install this on our system, the > stats are just working half/half. > > Does anyone know if there is an updated package available for RT 3.6.1, > or something similar alike it? > > Rt 3.6.x now include a new statistic module, accessible via the Tools/Reports menu (3 built-in reports, you can add it by creating new Mason components). You can also generate graph from a search, look at the bottom of your search result, there is a button to convert it in pie or bar chart. -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From krishna.prasad at spartanlabs.com Thu Nov 1 06:34:06 2007 From: krishna.prasad at spartanlabs.com (Krishna Prasad) Date: Thu, 1 Nov 2007 16:04:06 +0530 Subject: [rt-users] Is it possible to change queue name in place of rtname? Message-ID: <20071101103534.487674D809D@diesel.bestpractical.com> Hi, I installed RT extension BrandedQqueues for 3.6.5. As mentioned in Readme file I made changes in RT_Siteconfig.pm to add line: use RT::Extension::BrandedQueues; 1; Then modified autoreply template to have [{$Ticket->QueueObj->Tag} #{$Ticket->id()}] in place of [{$rtname} #{$Ticket->id()}] After restarting web server we created a ticket but it still had rtname and not queue name in the email subject line. Does this extension work for 3.6.5? or we missed anything? Please reply. Thanks a lot for the help. Krishna Prasad -----Original Message----- From: Krishna Prasad [mailto:krishna.prasad at spartanlabs.com] Sent: Thursday, November 01, 2007 11:38 AM To: 'Todd Chapman'; 'rt-users-request at lists.bestpractical.com'; 'rt-users at lists.bestpractical.com'; 'Ruslan.Zakirov at miet.ru'; 'jesse at bestpractical.com' Subject: RE: [rt-users] Is it possible to change queue name in place of rtname? http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-Brand edQueues/ Is this (i.e. the above link for queue name in place of rtname in subject line) helpful for RT 3.6.5 version? I have read the Readme file, it says it is helpful for 3.2 and 3.4 versions. I am using RT3.6.5 version. Can you please give me the solution for RT3.6.5 version and also I am using centos 4.3 version. ---------------------------------------------------------------------------- --------------------------- You want this: http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-Brand edQueues/ On 10/31/07, Krishna Prasad wrote: > > I'd like to add queue name to the subject line in RT tickets. > > Is it possible to change the queue name in place of rtname in subject line? > Can any one send me the solution for this issue? > > With Regards, > Krishna Prasad From kbensch at fullnet.co.uk Thu Nov 1 06:36:01 2007 From: kbensch at fullnet.co.uk (Kobus Bensch NF) Date: Thu, 01 Nov 2007 10:36:01 +0000 Subject: [rt-users] Merged tickets Message-ID: <4729AC11.9030102@fullnet.co.uk> Hi I use 3.6.5 and all is well except when i merge tickets. When i want to do anything with merged tickets tghe system slow down to a snail and even times out. I then have to close and reopen browser to continue as it will just not do anything. Can anybody help please. Thanks Kobus From stanislaw.sawa at uk.clara.net Thu Nov 1 06:50:29 2007 From: stanislaw.sawa at uk.clara.net (Stan Sawa) Date: Thu, 1 Nov 2007 10:50:29 +0000 Subject: [rt-users] Special Custom Field Display/Edit - Suggestions? In-Reply-To: References: Message-ID: <20071101105029.184d313d@drone.office.uk.clara.net> On Tue, 30 Oct 2007 11:51:34 -0400 "Todd Williams" wrote: > Has anyone done anything similar to this? Can anybody offer some > pointers, ideas, or thoughts? Any suggestions would be greatly > appreciated. > we are currently implementing something like this (that is special customfield with customised editor viewer). Approach, which seems to work quite fine is adding new type of custom field (which will be used only in one cf, but it gives us nice separation of code): % cat local/lib/RT/CustomField_Local.pm no warnings qw/redefine/; package RT::CustomField; $FieldTypes{ClCustID} = [ 'Select multiple customers', 'Select one customer' ]; then, we create/add custom field to queue(s). As rt is using custom field type for selecting which widget/componenet, so it is using: local/html/Elements/EditCustomFieldClCustID local/html/Elements/ShowCustomFieldClCustID they were created based on one of default ones, with added additional 'helper' dropdowns and searches. They use some javascript/async requests to fetch data from other systems and modify existing controls. The only thing you have to keep in mind is that the value stored in customfield is the one which is passed in '<%$NamePrefix.$CustomField->Id%>-Value' field of form, so you have to make sure it is filled with correct value. Hope it helps. -- Stanislaw Sawa From kbensch at fullnet.co.uk Thu Nov 1 08:00:45 2007 From: kbensch at fullnet.co.uk (Kobus Bensch NF) Date: Thu, 01 Nov 2007 12:00:45 +0000 Subject: [rt-users] Enable Scrips per queue Message-ID: <4729BFED.60505@fullnet.co.uk> Hi I want to disable some global scrips for a new queue and haver tried to follow http://lists.bestpractical.com/pipermail/rt-users/2007-October/048215.html but it does not work. All i get is the same scripts page. Has anyone else tried this and if so on what version and what did you do to get it to work? I use 3.6.4. Thanks Kobus From HelmuthRamirez at compupay.com Thu Nov 1 08:59:54 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 1 Nov 2007 08:59:54 -0400 Subject: [rt-users] Dropdown lists of queue names In-Reply-To: References: Message-ID: <7314881427FC8A4081673E8CEEA7924906275397@EXMIAMI01.compupay.com> Traditionally the "no show" of queues is resolved by: 1. Logging off RT and back on And/or 2. Making sure you have the proper rights to view the newly created queues From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roger Mastrude Sent: Wednesday, October 31, 2007 7:22 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Dropdown lists of queue names I've added two queues to RT. They are shown as active. The problem is that they don't appear in the dropdown lists of queue names for ticket creation on the home page. They do appear in the dropdown list of queue names shown in the ticket basic information panel; I can change a ticket to these queues, but I can't create a ticket in them directly. I've cycled Apache and deleted everything in folder (/opt/rt/)var/mason_data/obj/ to cause the mason cache to be rebuilt. Can anyone tell me what's necessary to get these dropdown lists to be recreated, or what could be wrong with the queues so that they don't appear? (I'm not clear at what point MySQL queries are made, to create these lists. It doesn't seem to be dynamically created when you drop down the lists.) This has happened before and I messed around with RT cycles until the problem went away, but I don't know exactly which swift kick was the effective one. I'm running RT 3.6.5 in Linux, Novel SLES 9.0 distribution, with Apache 1 and Perl 5.8.3. -------------- next part -------------- An HTML attachment was scrubbed... URL: From twilson at buffalo.k12.mn.us Thu Nov 1 09:20:01 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Thu, 01 Nov 2007 08:20:01 -0500 Subject: [rt-users] ExtractCustomField Regexp Help Needed In-Reply-To: References: Message-ID: <47298C31.F8B4.0061.0@buffalo.k12.mn.us> >>> On Wed, Oct 31, 2007 at 8:47 PM, in message , Darren Ellis wrote: > I am using ExtractCustomField to try to populate some custom fields by > scanning for values in the body of the incoming message. My regexp > needs to match a starting string and then grab everything to the end > of the line. I have the regexp working with egrep in the bash shell, > but my custom fields aren't being populated. Darren, I believe that the ExtractCustomField code is only able to inspect the email headers to look for matches. I don't think it can look in the message body. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From barnesaw at ucrwcu.rwc.uc.edu Thu Nov 1 09:22:28 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 01 Nov 2007 09:22:28 -0400 Subject: [rt-users] RTFM 2.2.1 upgrade issue In-Reply-To: <4728EFA2.4090201@mdibl.org> References: <4728EFA2.4090201@mdibl.org> Message-ID: <4729D314.101@ucrwcu.rwc.uc.edu> I found that I had to upgrade to 2.1 and run the associated scripts first, then upgrade again to 2.2.1. Roy McMorran wrote: > Hello all, > I'm attempting an upgrade of RT & RTFM on my test server. The RT > upgrade (from 3.4.4 to 3.6.5) went fine. The upgrade of RTFM, not so > good. > I'm going from 2.0.4 to 2.2.1. I've followed the instructions in the > README, and all the upgrade scripts ran without any errors or > warnings. However, after the upgrade process (& clearing Mason dirs & > restarting httpd of course) I can't see the articles contents any > more. They are still there on the Overview page, just empty of > content on the Article page. > > No errors in the Apache logs. In rt.log only: > [Wed Oct 31 20:54:37 2007] [debug]: RT::FM::ArticleCollection Limit > called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR != > (/usr/local/rt3/lib/RT/FM/ArticleCollection_Overlay.pm:78) > not sure if it's relevant? > > I'm still troubleshooting, but I wonder if anyone else might know > where I went wrong? > > Thanks, > Roy > > PS: Solaris 10, Perl 5.8.8, Apache 2.2.6, mod_perl 2.0.3, MySQL 5.0.45 From falcone at bestpractical.com Thu Nov 1 09:44:16 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Nov 2007 09:44:16 -0400 Subject: [rt-users] ExtractCustomField Regexp Help Needed In-Reply-To: <47298C31.F8B4.0061.0@buffalo.k12.mn.us> References: <47298C31.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <1998F08A-DF74-43E3-A36A-0CCE8487CA33@bestpractical.com> On Nov 1, 2007, at 9:20 AM, Tim Wilson wrote: >>>> On Wed, Oct 31, 2007 at 8:47 PM, in message > , Darren Ellis > wrote: > >> I am using ExtractCustomField to try to populate some custom >> fields by >> scanning for values in the body of the incoming message. My regexp >> needs to match a starting string and then grab everything to the end >> of the line. I have the regexp working with egrep in the bash shell, >> but my custom fields aren't being populated. > > Darren, > > I believe that the ExtractCustomField code is only able to inspect > the email headers to look for matches. I don't think it can look in > the message body. Tim It should look in the body without a problem. I've used it to parse email bodies in the past. Darren The newer versions of ECFV are reasonably chatty when run with debug logging. What does it say about what it is trying to match against your regexp? You may also want to test with perl instead of egrep. perl -ne 'print $1 if /CSR Contact Name\s*([\w*|\s*])*/' CSRFile For starters, I don't think you really want | or * inside a character class. -kevin From falcone at bestpractical.com Thu Nov 1 09:47:35 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Nov 2007 09:47:35 -0400 Subject: [rt-users] RTFM 2.2.1 upgrade issue In-Reply-To: <4729D314.101@ucrwcu.rwc.uc.edu> References: <4728EFA2.4090201@mdibl.org> <4729D314.101@ucrwcu.rwc.uc.edu> Message-ID: <47DA2CC8-0743-42A7-A549-535C56D2CBCD@bestpractical.com> On Nov 1, 2007, at 9:22 AM, Drew Barnes wrote: > I found that I had to upgrade to 2.1 and run the associated scripts > first, then upgrade again to 2.2.1. You need to run migrate-2.0-to-2.1 and then do the various schema/acl/ content upgrades in etc/upgrade. You should be able to do this from a 2.2.x tarball. I'm updating the upgrade instructions to get ready for 2.2.2 so I'm interested in seeing what you need to do to get safely upgraded. -kevin > Roy McMorran wrote: >> Hello all, >> I'm attempting an upgrade of RT & RTFM on my test server. The RT >> upgrade (from 3.4.4 to 3.6.5) went fine. The upgrade of RTFM, not so >> good. >> I'm going from 2.0.4 to 2.2.1. I've followed the instructions in the >> README, and all the upgrade scripts ran without any errors or >> warnings. However, after the upgrade process (& clearing Mason >> dirs & >> restarting httpd of course) I can't see the articles contents any >> more. They are still there on the Overview page, just empty of >> content on the Article page. >> >> No errors in the Apache logs. In rt.log only: >> [Wed Oct 31 20:54:37 2007] [debug]: RT::FM::ArticleCollection Limit >> called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR != >> (/usr/local/rt3/lib/RT/FM/ArticleCollection_Overlay.pm:78) >> not sure if it's relevant? >> >> I'm still troubleshooting, but I wonder if anyone else might know >> where I went wrong? >> >> Thanks, >> Roy >> >> PS: Solaris 10, Perl 5.8.8, Apache 2.2.6, mod_perl 2.0.3, MySQL >> 5.0.45 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, > we'll take > up to 20 percent off the price. This sale won't last long, so get > in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Thu Nov 1 10:04:35 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 01 Nov 2007 10:04:35 -0400 Subject: [rt-users] Enable Scrips per queue In-Reply-To: <4729BFED.60505@fullnet.co.uk> References: <4729BFED.60505@fullnet.co.uk> Message-ID: <4729DCF3.3050102@ucrwcu.rwc.uc.edu> Try the deactivate scrip patch from here http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.4/ Kobus Bensch NF wrote: > Hi > > I want to disable some global scrips for a new queue and haver tried > to follow > http://lists.bestpractical.com/pipermail/rt-users/2007-October/048215.html > but it does not work. All i get is the same scripts page. > > Has anyone else tried this and if so on what version and what did you > do to get it to work? > > I use 3.6.4. > > Thanks > > Kobus > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From pape-rt at inf.fu-berlin.de Thu Nov 1 10:09:35 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 01 Nov 2007 15:09:35 +0100 Subject: [rt-users] ExtractCustomField Regexp Help Needed Message-ID: <692E04673FCBB8A4E471D382@idefix.mi.fu-berlin.de> Hello Darren, for historic reason ECFV uses "|" as delimiter in the template. If you use "|" in your regexp what you do the template will not behave as you might expect. You can redefine the separator ECFV uses by inserting a line at the beginning of your scanner template, e.g. Separator=<#> then you write Customer Name<#>body<#>CSR Contact Name\s*([\w*|\s*])*<#><#> though I think you mean Customer Name<#>body<#>CSR Contact Name\s*([\w\s]*)<#><#> which will match "Test Customer" into your custom field. You will need ECVF Version 1.1b2 or later to change the separator. Actual version is 1.2b3 Regards, Dirk. --Am 31. Oktober 2007 21:47:33 -0400 schrieb Darren Ellis : > Hello, > > I am using ExtractCustomField to try to populate some custom fields by > scanning for values in the body of the incoming message. My regexp needs > to match a starting string and then grab everything to the end of the > line. I have the regexp working with egrep in the bash shell, but my > custom fields aren't being populated. > > Here's the output of the egrep command: > [dge at squidward ~]$ egrep 'CSR Contact Name\s*([\w*|\s*])*' CSRFile > CSR Contact Name Test Customer > [dge at squidward ~]$ > > Here's the contents of CSRFile: > [dge at squidward ~]$ cat CSRFile > CSR Contact Name Test Customer > [dge at squidward ~]$ > > Here's the relevant line of my CFExtract Template (#18): > Customer Name|body|CSR Contact Name\s*([\w*|\s*])*|| > > Here's the contents of my Scrip (#16) > Description: CFExtract > Condition: On Create > Action: Extract Custom Field Values > Template: CFExtract > Stage: TransactionCreate > > I do have one working that simply grabs a number from the subject line, > so I believe that the ExtractCustomField add-on is working properly. > Could some kind regexp/rt expert point me in the right direction? > > Thank you. > > Darren > > Darren Ellis > darren at mepad.net > Office: (207) 376-0137, x2201 > Mobile: (207) 841-4000 From rfox at findlay.edu Thu Nov 1 09:49:05 2007 From: rfox at findlay.edu (Ryan Fox) Date: Thu, 01 Nov 2007 09:49:05 -0400 Subject: [rt-users] ExtractCustomField Regexp Help Needed In-Reply-To: <47298C31.F8B4.0061.0@buffalo.k12.mn.us> References: <47298C31.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <4729D951.4050509@findlay.edu> Tim Wilson wrote: >>>> On Wed, Oct 31, 2007 at 8:47 PM, in message >>>> > , Darren Ellis > wrote: > > >> I am using ExtractCustomField to try to populate some custom fields by >> scanning for values in the body of the incoming message. My regexp >> needs to match a starting string and then grab everything to the end >> of the line. I have the regexp working with egrep in the bash shell, >> but my custom fields aren't being populated. >> > > Darren, > > I believe that the ExtractCustomField code is only able to inspect the email headers to look for matches. I don't think it can look in the message body. > Sure it can. Here's my template for taking everything after 'Host:' (useful for Nagios alert) Server|Body|Host:\s(.*)$|| One thing I notice is that the example and mine both have Body capitalized, while the OP doesn't. You might try changing that. Maybe this would work (untested). Customer Name|Body|CSR Contact Name\s*(.*)$|| Ryan -------------- next part -------------- A non-text attachment was scrubbed... Name: rfox.vcf Type: text/x-vcard Size: 277 bytes Desc: not available URL: From gleduc at mail.sdsu.edu Thu Nov 1 11:44:52 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 01 Nov 2007 08:44:52 -0700 Subject: FW: [rt-users] Possible to strip rtname from subject in specific cases? In-Reply-To: References: <32A4FB0AD7F6A942A33DCBC49D3AEF76057628@MAILSBA.LCO.GTN> Message-ID: <6.2.1.2.2.20071101082735.02655400@mail.sdsu.edu> Hi Doro, It sounds like the template isn't getting the original subject line from $Ticket->Transactions->First->Subject. Try it without stripping the token and see what happens. Replace > my $Subject = $RT::DisableSubjectToken; with my $Subject = '""; You can also use $RT::Logger->debug("Subject is =$Subject="); to log what is happening. This will help focus the problem area. Gene At 05:28 PM 10/31/2007, Dorothea Muecke-Herzberg wrote: >Thank you all very much for your pointers. I've decided to implement the >SendEmail overlay from Gene, because it seems to give me exactly what I need. > >Gene, I've got it almost working, my only problem is that the original >subject line gets stripped as well, only the prefix part of the subject >from my template gets through. > > >My template is: >{ > my $ToAddress = 'dtb at dummy.org'; > my $FromAddress = $Ticket->CreatorObj->EmailAddress; > my $Subject = $RT::DisableSubjectToken; > $Subject .= 'dummy' . $Ticket->Transactions->First->Subject; > my $Content = $Ticket->Transactions->First->Content(); > $OUT = "From: $FromAddress\n"; > $OUT .= "To: $ToAddress\n"; > $OUT .= "Reply-To: $FromAddress\n"; > $OUT .= "Subject: $Subject\n\n"; > $OUT .= "$Content\n"; >} > >SendEmail_Local.pm looks like this: > >use strict; >no warnings qw(redefine); > >sub SetSubjectToken { > my $self = shift; > my $tag = "[$RT::rtname #" . $self->TicketObj->id . "] "; > my $sub = $self->TemplateObj->MIMEObj->head->get('Subject'); > my $no_rt_flag = $RT::DisableSubjectToken if $RT::DisableSubjectToken; > > unless ( $sub =~ /\Q$tag\E/ ) { > $sub =~ s/(\r\n|\n|\s)/ /gi; > chomp $sub; > > if ( $no_rt_flag && $sub =~ /^\Q$no_rt_flag\E/ ) { > $sub =~ s/(\Q$no_rt_flag\E)//; > $tag = ''; > } > $self->TemplateObj->MIMEObj->head->replace( 'Subject', $tag . $sub ); > } >} > >1; > >And the email header is: > >From: dmh at ngat.com >To: lco at kdna.com >Reply-To: dmh at ngat.com >Subject: dummy > >Somewhere the original subject gets lost. Any ideas why? > >(I am running RT 3.6.5) > >Thanks, > >Doro -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From mgoh at lle.rochester.edu Thu Nov 1 12:12:20 2007 From: mgoh at lle.rochester.edu (Matthew Goheen) Date: Thu, 1 Nov 2007 12:12:20 -0400 Subject: [rt-users] Notifications not being sent to 'Cc:' addresses when commenting on a ticket Message-ID: <022301c81ca1$faf51fe0$2a2a9780@lle.rochester.edu> Background info: RT 3.6.4 (with LDAP support added) RHEL 5 Postgres 8.1 (RHEL standard install) First off -- I'm a little confused. Do I need to have a scrip in place to send email to addresses added on the Cc: line (in the web interface)? It doesn't work either way for me -- but I don't think you need to have a scrip for this anyway (since you are explicitly adding the Cc line on the page -- why HAVE the field if it does nothing?). RT doesn't generate the mail at all, as far as I can tell (no "outgoing email recorded" message is logged on the ticket). They DO work on a correspondence. Ideas? Thanks, Matt Goheen From barnesaw at ucrwcu.rwc.uc.edu Thu Nov 1 12:14:19 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 01 Nov 2007 12:14:19 -0400 Subject: [rt-users] Notifications not being sent to 'Cc:' addresses when commenting on a ticket In-Reply-To: <022301c81ca1$faf51fe0$2a2a9780@lle.rochester.edu> References: <022301c81ca1$faf51fe0$2a2a9780@lle.rochester.edu> Message-ID: <4729FB5B.1020903@ucrwcu.rwc.uc.edu> Make sure you have a Notify Others on Comment scrip for that queue. Matthew Goheen wrote: > Background info: > RT 3.6.4 (with LDAP support added) > RHEL 5 > Postgres 8.1 (RHEL standard install) > > First off -- I'm a little confused. Do I need to have a scrip in place to send > email to addresses added on the Cc: line (in the web interface)? It doesn't > work either way for me -- but I don't think you need to have a scrip for this > anyway (since you are explicitly adding the Cc line on the page -- why HAVE > the field if it does nothing?). RT doesn't generate the mail at all, as far > as I can tell (no "outgoing email recorded" message is logged on the ticket). > > They DO work on a correspondence. > > Ideas? > > Thanks, > Matt Goheen > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mgoh at lle.rochester.edu Thu Nov 1 12:36:43 2007 From: mgoh at lle.rochester.edu (Matthew Goheen) Date: Thu, 1 Nov 2007 12:36:43 -0400 Subject: [rt-users] Some little performance notes... Message-ID: <023801c81ca5$642447e0$2a2a9780@lle.rochester.edu> During our latest upgrade, we were trying to determine which platform to install RT on. We had three basic choices: o Install on our Sun V440 server (main production file server, 4 SPARC CPUs) o Install on a NEW Sunfire X2200 server (dual Athlon CPUs) running Solaris 10 o Install on same X2200 running RHEL 5 We did some very basic tests. We installed RT 3.6.4 on the V440 (also Solaris 10) and tried the X2200 under both Solaris 10 and RHEL 5. All machines ran Postgres (I believe they were all Postgres 8.1 -- but we used whatever came with the standard install). Our existing RT machines was an IBM x335 (dual Xeon 3GHz) running RT 3.4.2 under RHEL 3. In a nutshell, we found: o The V440 was about 3-4 times slower than our our existing machine o The X2200 running Solaris was marginally faster than our existing machine o The X2200 running RHEL 5 was about three times faster than our existing machine We went with RHEL 5. We did not spend any time trying to figure out WHY Solaris 10 was so slow. We did notice that times under Solaris would vary quite a bit, even repeating the same search (this was not the case under Linux). Matt Goheen University of Rochester Laboratory for Laser Energetics From John.Wells at TIMCO.aero Thu Nov 1 12:40:11 2007 From: John.Wells at TIMCO.aero (John Wells) Date: Thu, 1 Nov 2007 12:40:11 -0400 Subject: [rt-users] Message not recorded...permission denied Message-ID: We get the following message in a seemingly random pattern when users reply to an issue. I've checked their replies, and it's formatted properly. Does anyone know what might be happening? Thanks! John --------------------------------- From: rt at rt.timco.aero [mailto:rt at rt.timco.aero] Sent: Thursday, November 01, 2007 10:42 AM To: John Stonebraker Subject: Message not recorded Permission Denied --------------------------------- Here's what user.log says: Oct 31 17:13:02 rt RT: We found a merged ticket.462/451 Oct 31 17:13:03 rt last message repeated 71 times Oct 31 17:32:49 rt RT: Converting 'us-ascii' to 'utf-8' for text/plain - RE: [rt.timco.aero #566] Computers in Breakroom for Benefits Oct 31 17:32:49 rt RT: Found a ticket ID. It's 566 Oct 31 17:32:49 rt RT: Permission Denied (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Oct 31 17:32:49 rt RT: Could not record email: Message not recorded: Permission Denied (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) Oct 31 20:54:13 rt RT: Converting 'iso-8859-1' to 'utf-8' for text/plain - Subjectless message Oct 31 20:54:13 rt RT: Guessed encoding: ascii Oct 31 20:54:13 rt RT: Guessed encoding: ascii -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. -------------- next part -------------- An HTML attachment was scrubbed... URL: From HelmuthRamirez at compupay.com Thu Nov 1 12:43:31 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 1 Nov 2007 12:43:31 -0400 Subject: [rt-users] Message not recorded...permission denied In-Reply-To: References: Message-ID: <7314881427FC8A4081673E8CEEA79249062753B0@EXMIAMI01.compupay.com> Check the rights on the queue and make sure they can update tickets...we had this happen to us. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Wells Sent: Thursday, November 01, 2007 12:40 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Message not recorded...permission denied We get the following message in a seemingly random pattern when users reply to an issue. I've checked their replies, and it's formatted properly. Does anyone know what might be happening? Thanks! John --------------------------------- From: rt at rt.timco.aero [mailto:rt at rt.timco.aero] Sent: Thursday, November 01, 2007 10:42 AM To: John Stonebraker Subject: Message not recorded Permission Denied --------------------------------- Here's what user.log says: Oct 31 17:13:02 rt RT: We found a merged ticket.462/451 Oct 31 17:13:03 rt last message repeated 71 times Oct 31 17:32:49 rt RT: Converting 'us-ascii' to 'utf-8' for text/plain - RE: [rt.timco.aero #566] Computers in Breakroom for Benefits Oct 31 17:32:49 rt RT: Found a ticket ID. It's 566 Oct 31 17:32:49 rt RT: Permission Denied (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Oct 31 17:32:49 rt RT: Could not record email: Message not recorded: Permission Denied (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) Oct 31 20:54:13 rt RT: Converting 'iso-8859-1' to 'utf-8' for text/plain - Subjectless message Oct 31 20:54:13 rt RT: Guessed encoding: ascii Oct 31 20:54:13 rt RT: Guessed encoding: ascii -- This message has been scanned for viruses and dangerous content by MailScanner , and is believed to be clean. -------------- next part -------------- An HTML attachment was scrubbed... URL: From John.Wells at TIMCO.aero Thu Nov 1 12:53:56 2007 From: John.Wells at TIMCO.aero (John Wells) Date: Thu, 1 Nov 2007 12:53:56 -0400 Subject: [rt-users] Message not recorded...permission denied References: <7314881427FC8A4081673E8CEEA79249062753B0@EXMIAMI01.compupay.com> Message-ID: > Check the rights on the queue and make sure they can update tickets.we had this happen to us. Indeed...now that I think about it, this is the issue. Our tickets come in on an Incoming queue, but then are moved around. We had ReplyTo set on the incoming queue for everyone, but not the other queues. Thanks for your help! John -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Thu Nov 1 12:55:30 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 01 Nov 2007 09:55:30 -0700 Subject: FW: FW: [rt-users] Possible to strip rtname from subject in specific cases? In-Reply-To: References: <32A4FB0AD7F6A942A33DCBC49D3AEF760576AF@MAILSBA.LCO.GTN> Message-ID: <6.2.1.2.2.20071101095448.02742f30@mail.sdsu.edu> I'm not sure whether it makes a difference, but "Subject" is a function, just like "Content". Try using "Subject()" instead of "Subject". At 09:38 AM 11/1/2007, Dorothea Muecke-Herzberg wrote: >I simplified the template to: >{ > my $ToAddress = 'mycorp at dna.com'; > my $FromAddress = $Ticket->CreatorObj->EmailAddress; > my $Subject .= $Ticket->Transactions->First->Subject; > $RT::Logger->debug("Subject is =$Subject="); > my $Content = $Ticket->Transactions->First->Content(); > $OUT = "From: $FromAddress\n"; > $OUT .= "To: $ToAddress\n"; > $OUT .= "Reply-To: $FromAddress\n"; > $OUT .= "Subject: $Subject\n\n"; > $OUT .= "$Content\n"; >} > >The log says: > >[Thu Nov 1 16:01:40 2007] [debug]: Subject is == (template:5) > >So, yes, the original subject is not coming through. !? > >Doro > > > > > >---------- >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] >Sent: 01 November 2007 15:45 >To: Dorothea Muecke-Herzberg >Cc: rt-users at lists.bestpractical.com >Subject: Re: FW: [rt-users] Possible to strip rtname from subject in >specific cases? > >Hi Doro, > >It sounds like the template isn't getting the original subject line from >$Ticket->Transactions->First->Subject. Try it without stripping the token >and see what happens. Replace >> my $Subject = $RT::DisableSubjectToken; > >with > my $Subject = '""; > >You can also use > $RT::Logger->debug("Subject is =$Subject="); > >to log what is happening. > >This will help focus the problem area. > >Gene > > >At 05:28 PM 10/31/2007, Dorothea Muecke-Herzberg wrote: >>Thank you all very much for your pointers. I've decided to implement the >>SendEmail overlay from Gene, because it seems to give me exactly what I need. >> >>Gene, I've got it almost working, my only problem is that the original >>subject line gets stripped as well, only the prefix part of the subject >>from my template gets through. >> >> >>My template is: >>{ >> my $ToAddress = 'dtb at dummy.org'; >> my $FromAddress = $Ticket->CreatorObj->EmailAddress; >> my $Subject = $RT::DisableSubjectToken; >> $Subject .= 'dummy' . $Ticket->Transactions->First->Subject; >> my $Content = $Ticket->Transactions->First->Content(); >> $OUT = "From: $FromAddress\n"; >> $OUT .= "To: $ToAddress\n"; >> $OUT .= "Reply-To: $FromAddress\n"; >> $OUT .= "Subject: $Subject\n\n"; >> $OUT .= "$Content\n"; >>} >> >>SendEmail_Local.pm looks like this: >> >>use strict; >>no warnings qw(redefine); >> >>sub SetSubjectToken { >> my $self = shift; >> my $tag = "[$RT::rtname #" . $self->TicketObj->id . "] "; >> my $sub = $self->TemplateObj->MIMEObj->head->get('Subject'); >> my $no_rt_flag = $RT::DisableSubjectToken if $RT::DisableSubjectToken; >> >> unless ( $sub =~ /\Q$tag\E/ ) { >> $sub =~ s/(\r\n|\n|\s)/ /gi; >> chomp $sub; >> >> if ( $no_rt_flag && $sub =~ /^\Q$no_rt_flag\E/ ) { >> $sub =~ s/(\Q$no_rt_flag\E)//; >> $tag = ''; >> } >> $self->TemplateObj->MIMEObj->head->replace( 'Subject', $tag . >> $sub ); >> } >>} >> >>1; >> >>And the email header is: >> >>From: dmh at ngat.com >>To: lco at kdna.com >>Reply-To: dmh at ngat.com >>Subject: dummy >> >>Somewhere the original subject gets lost. Any ideas why? >> >>(I am running RT 3.6.5) >> >>Thanks, >> >>Doro > > >-- >Gene LeDuc, GSEC >Security Analyst >San Diego State University > -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Nov 1 13:03:04 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 01 Nov 2007 10:03:04 -0700 Subject: [rt-users] Notifications not being sent to 'Cc:' addresses when commenting on a ticket In-Reply-To: <022301c81ca1$faf51fe0$2a2a9780@lle.rochester.edu> References: <022301c81ca1$faf51fe0$2a2a9780@lle.rochester.edu> Message-ID: <472A06C8.3040106@lbl.gov> Matthew, Comments "default" is to go nowhere except to be cataloged in the ticket history (notice drop-down on comments page reads "Comments (not sent to Requestors)". If you want to make comments on a ticket and have them go somewhere and reach those listed in the "cc" of the ticket you need to do the following: 1) set up a notification scrip either globally or for that queue with the condition "On Comment" and the action set to "Notify other Recipients" and use either the template "Correspondence" or create a special one. I believe the the "notify CC's" refers only to the CC's listed as "Watchers" of that queue and I assume you are talking about "other" cc's that you either add for the comment only or the one's added for the ticket only on the ticket page. 2) add the addresses for your "cc" recipients (delimited by a comma) in the "CC" block or defer to the one's listed specifically for the ticket. If you want to have the comment sent to the requestor, then I believe you will need another scrip to "Notify Requestor" with the same "On Comment" condition. Or you could merely change the drop down box from "Comments (not sent to Requestors)" to "Reply to Requestor" and I believe that would do it for the requestor as well. Hope this helps. Kenn LBNL On 11/1/2007 9:12 AM, Matthew Goheen wrote: > Background info: > RT 3.6.4 (with LDAP support added) > RHEL 5 > Postgres 8.1 (RHEL standard install) > > First off -- I'm a little confused. Do I need to have a scrip in place to send > email to addresses added on the Cc: line (in the web interface)? It doesn't > work either way for me -- but I don't think you need to have a scrip for this > anyway (since you are explicitly adding the Cc line on the page -- why HAVE > the field if it does nothing?). RT doesn't generate the mail at all, as far > as I can tell (no "outgoing email recorded" message is logged on the ticket). > > They DO work on a correspondence. > > Ideas? > > Thanks, > Matt Goheen > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Thu Nov 1 13:16:15 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 01 Nov 2007 10:16:15 -0700 Subject: [rt-users] Message not recorded...permission denied In-Reply-To: References: Message-ID: <472A09DF.3070903@lbl.gov> John, Perhaps the ticket has been moved or something. The queue where the ticket currently exists while the users are trying to reply needs to have "ReplyToTicket" as a right granted to either the group of users that use this queue or to "privileged" or the role you deem proper. I do not believe "ModifyTicket" needs to be granted in this case. The rights "CommentOnTicket" (and conversely "ShowTicketComments") and "ReplyToTicket" (and conversely "ShowOutgoingEmail") and "ModifyCustomField" exist to allow modification to tickets for those explicit functions only without allowing that same person to change dates, status, etc. other ticket fields. We set up most of those kind of rights (like "ReplyToTicket") globally to the "Requestor", "CC" and "AdminCc" roles so we don't have to worry about it on the queue level or grants those rights redundantly in queues. Hope this helps. Kenn LBNL On 11/1/2007 9:40 AM, John Wells wrote: > We get the following message in a seemingly random pattern when users > reply to an issue. I've checked their replies, and it's formatted > properly. Does anyone know what might be happening? > > Thanks! > John > --------------------------------- > > From: rt at rt.timco.aero [mailto:rt at rt.timco.aero] > Sent: Thursday, November 01, 2007 10:42 AM > To: John Stonebraker > Subject: Message not recorded > > Permission Denied > --------------------------------- > Here's what user.log says: > > Oct 31 17:13:02 rt RT: We found a merged ticket.462/451 > Oct 31 17:13:03 rt last message repeated 71 times > Oct 31 17:32:49 rt RT: Converting 'us-ascii' to 'utf-8' for text/plain - > RE: [rt.timco.aero #566] Computers in Breakroom for Benefits > Oct 31 17:32:49 rt RT: Found a ticket ID. It's 566 > Oct 31 17:32:49 rt RT: Permission Denied > (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) > Oct 31 17:32:49 rt RT: Could not record email: Message not recorded: > Permission Denied > (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) > Oct 31 20:54:13 rt RT: Converting 'iso-8859-1' to 'utf-8' for text/plain > - Subjectless message > Oct 31 20:54:13 rt RT: Guessed encoding: ascii > Oct 31 20:54:13 rt RT: Guessed encoding: ascii > > > -- > This message has been scanned for viruses and > dangerous content by *MailScanner* , and is > believed to be clean. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mcmorran at mdibl.org Thu Nov 1 13:36:36 2007 From: mcmorran at mdibl.org (Roy McMorran) Date: Thu, 01 Nov 2007 13:36:36 -0400 Subject: [rt-users] RTFM 2.2.1 upgrade issue In-Reply-To: <47DA2CC8-0743-42A7-A549-535C56D2CBCD@bestpractical.com> References: <4728EFA2.4090201@mdibl.org> <4729D314.101@ucrwcu.rwc.uc.edu> <47DA2CC8-0743-42A7-A549-535C56D2CBCD@bestpractical.com> Message-ID: <472A0EA4.3090803@mdibl.org> Kevin Falcone wrote: > On Nov 1, 2007, at 9:22 AM, Drew Barnes wrote: >> I found that I had to upgrade to 2.1 and run the associated scripts >> first, then upgrade again to 2.2.1. Perhaps I'll try that. > > You need to run migrate-2.0-to-2.1 and then do the various > schema/acl/content > upgrades in etc/upgrade. You should be able to do this from a 2.2.x > tarball. That migrate script does not appear to be much different between 2.1.x to 2.2.1. I ran the latter version and it seemed to finish without errors. I also (subsequently) ran the 2.1.0, 2.1.30 and 2.2.0RC2 etc/upgrade scripts - schema/acl/content (that's a total of 9 times). I believe this to be the process described in the README. Still... > > I'm updating the upgrade instructions to get ready for 2.2.2 so I'm > interested > in seeing what you need to do to get safely upgraded. What I'm seeing is that (post-upgrade) none of the custom fields are selected for any class, hence no content. I can enable the custom fields manually, but the formatting is hosed (what was entered as WikiTextSingleBody now shows up in Body). Thanks, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmorran at mdibl.org From mcmorran at mdibl.org Thu Nov 1 14:36:53 2007 From: mcmorran at mdibl.org (Roy McMorran) Date: Thu, 01 Nov 2007 14:36:53 -0400 Subject: [rt-users] RTFM 2.2.1 upgrade issue In-Reply-To: <472A0EA4.3090803@mdibl.org> References: <4728EFA2.4090201@mdibl.org> <4729D314.101@ucrwcu.rwc.uc.edu> <47DA2CC8-0743-42A7-A549-535C56D2CBCD@bestpractical.com> <472A0EA4.3090803@mdibl.org> Message-ID: <472A1CC5.3050103@mdibl.org> Roy McMorran wrote: > Kevin Falcone wrote: >> On Nov 1, 2007, at 9:22 AM, Drew Barnes wrote: >>> I found that I had to upgrade to 2.1 and run the associated scripts >>> first, then upgrade again to 2.2.1. > Perhaps I'll try that. OK, I backed out and re-upgraded as far as 2.1.40 and had the same result. No custom fields selected; no content visible. Not much point in proceeding to 2.2.x. > What I'm seeing is that (post-upgrade) none of the custom fields are > selected for any class, hence no content. > > I can enable the custom fields manually, but the formatting is hosed > (what was entered as WikiTextSingleBody now shows up in Body). Ignore that bit about the formatting. I had changed that earlier on this test server. -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmorran at mdibl.org From mgoh at lle.rochester.edu Thu Nov 1 15:39:19 2007 From: mgoh at lle.rochester.edu (Matthew Goheen) Date: Thu, 1 Nov 2007 15:39:19 -0400 Subject: [rt-users] Some little performance notes... In-Reply-To: <023801c81ca5$642447e0$2a2a9780@lle.rochester.edu> References: <023801c81ca5$642447e0$2a2a9780@lle.rochester.edu> Message-ID: <027401c81cbe$e56e8a90$2a2a9780@lle.rochester.edu> One correction -- the IBM x335 has 2GHz Xeons, NOT 3GHz! - Matt > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Matthew Goheen > Sent: Thursday, November 01, 2007 12:37 PM > To: RT-Users at lists.bestpractical.com > Subject: [rt-users] Some little performance notes... > > During our latest upgrade, we were trying to determine which platform to install > RT on. We had three basic choices: > o Install on our Sun V440 server (main production file server, 4 SPARC CPUs) > o Install on a NEW Sunfire X2200 server (dual Athlon CPUs) running Solaris 10 > o Install on same X2200 running RHEL 5 > > We did some very basic tests. We installed RT 3.6.4 on the V440 (also Solaris 10) > and tried the X2200 under both Solaris 10 and RHEL 5. All machines ran Postgres > (I believe they were all Postgres 8.1 -- but we used whatever came with the > standard install). > > Our existing RT machines was an IBM x335 (dual Xeon 3GHz) running RT 3.4.2 under > RHEL 3. > > In a nutshell, we found: > o The V440 was about 3-4 times slower than our our existing machine > o The X2200 running Solaris was marginally faster than our existing machine > o The X2200 running RHEL 5 was about three times faster than our existing machine > > We went with RHEL 5. > > We did not spend any time trying to figure out WHY Solaris 10 was so slow. We did > notice that times under Solaris would vary quite a bit, even repeating the same > search (this was not the case under Linux). > > Matt Goheen > University of Rochester > Laboratory for Laser Energetics From krishna.prasad at spartanlabs.com Fri Nov 2 04:26:18 2007 From: krishna.prasad at spartanlabs.com (Krishna Prasad) Date: Fri, 2 Nov 2007 13:56:18 +0530 Subject: [rt-users] changing the look and feel of RT tickets Message-ID: <20071102082649.1165F4D8048@diesel.bestpractical.com> Hi all, I am using centos 4.3 and RT3.6.5. I want to change the look and feel of the tickets color's row by row. Where we have to change and how we have to change. I want to keep maroon color and other color in tickets row by row. How can I do it, please give me the solution.. Thanks!!! With Regards, Krishna Prasad -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Nov 2 06:42:12 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 2 Nov 2007 11:42:12 +0100 Subject: [rt-users] RT statistics? In-Reply-To: References: <20071030110039.GE3031@easter-eggs.com> Message-ID: <20071102104212.GA3568@easter-eggs.com> On Thu, Nov 01, 2007 at 11:04:38AM +0100, Wouter van den Bergh wrote: > Hi, > > I cannot exactly find how to create new 'Mason components'. Do you > happen to have some documentation about it somewhere? > No docs ... But like with every free software, source code is available ;) I cannot explain you all the Mason stuff, but: Each reports in the "Tools/Reports" menu, are built from a file in rt/share/html/Tools/Reports. So to create new reports, you can do: mkdir -p rt/local/html/Tools/Reports then copy and rename one of the file in rt/share/html/Tools/Reports in this new directory and ... edit it to suit your needs ;) -- Emmanuel Lacour From mwestfall at factory7.com Fri Nov 2 08:32:33 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Fri, 02 Nov 2007 08:32:33 -0400 Subject: [rt-users] Create Ticket but only if Custom Field is... Message-ID: <472B18E1.1000501@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm having the hardest time figuring out how to create a ticket based on the status of a Custom Field. I have two Custom Fields 1: Billable It's a select one field with values of: Yes No Covered Gratis 2: Followup It's a select one field with values of: Yes No I have the two corresponding scrips written: 1: Invoice Condition: User Defined Action: Create Tickets Template: Generate-Invoice Custom Condition: return 0 unless $trans->Type eq "Resolve"; return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ /Yes/i); return 1; return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ /Gratis/i); return 1; return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ /Covered/i); return 1; 2: Condition: User Defined: Action: Create Tickets: Template: generate-followup Custom Condition: return 0 unless $trans->Type eq "Resolve"; return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup') =~ /Yes/i); return 1; I have two corresponding templates created: 1: ===Create-Ticket: generate-invoice Queue: Accounting Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: Please generate an invoice for this customer. Billable was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} Billable hours was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} Please refer to previous ticket for more information. ENDOFCONTENT 2: ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT I then created a test ticket with Billable set to Yes and Followup to Yes, and neither ticket spawned!!! Help please!!! Thanks in advance, Matt Westfall -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHKxjhb/8X6V5MpAURAozCAJ4rNUBDQ9/w4LcHmrpxMk6aWVZUjwCeM7Xb 3W3tz2lW/N7k2YMq8QUBaCg= =FtON -----END PGP SIGNATURE----- From Ruslan.Zakirov at miet.ru Fri Nov 2 08:57:46 2007 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Fri, 2 Nov 2007 15:57:46 +0300 Subject: [rt-users] changing the look and feel of RT tickets In-Reply-To: <20071102082649.1165F4D8048@diesel.bestpractical.com> References: <20071102082649.1165F4D8048@diesel.bestpractical.com> Message-ID: <589c94400711020557s763000c9j139570e03264e52a@mail.gmail.com> CSS On 11/2/07, Krishna Prasad wrote: > > > > > Hi all, > > > > I am using centos 4.3 and RT3.6.5. I want to change the look and feel of the > tickets color's row by row. Where we have to change and how we have to > change. I want to keep maroon color and other color in tickets row by row. > How can I do it, please give me the solution?. > > > > Thanks!!! > > > > With Regards, > > Krishna Prasad > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From twilson at buffalo.k12.mn.us Fri Nov 2 09:08:00 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Fri, 02 Nov 2007 08:08:00 -0500 Subject: [rt-users] changing the look and feel of RT tickets In-Reply-To: <20071102082649.1165F4D8048@diesel.bestpractical.com> References: <20071102082649.1165F4D8048@diesel.bestpractical.com> Message-ID: <472ADADF.F8B4.0061.0@buffalo.k12.mn.us> >>> On Fri, Nov 2, 2007 at 3:26 AM, in message <20071102082649.1165F4D8048 at diesel.bestpractical.com>, "Krishna Prasad" wrote: > I am using centos 4.3 and RT3.6.5. I want to change the look and feel of the > tickets color's row by row. Where we have to change and how we have to > change. I want to keep maroon color and other color in tickets row by row. > How can I do it, please give me the solution.. Krishna, You need to dig in and modify the CSS files to change the look of the RT web interface. I don't know how you installed RT, but on my system (Ubuntu Linux) those files are in /usr/local/rt3/share/html/NoAuth/css/3.5-default/ The RT html output is pretty thoroughly marked up with divs, making it possible to have fairly fine-grained control of how everything looks. I would recommend the Firefox Web Developer extension https://addons.mozilla.org/en-US/firefox/addon/60 for a quick way to identify how the divs are arranged. If you're not familiar with CSS then you'll need to track down some additional resources. More substantial modifications to the web interface require overriding some of the default mason components. See the following wiki page for more information on that. http://wiki.bestpractical.com/view/CleanlyCustomizeRT BTW, it's probably not terribly useful to send mail directly to Jesse, Ruslan, or the rt-users-request address. Post your questions here, and you'll have the best chance of a reply. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From twilson at buffalo.k12.mn.us Fri Nov 2 09:16:13 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Fri, 02 Nov 2007 08:16:13 -0500 Subject: [rt-users] Create Ticket but only if Custom Field is... In-Reply-To: <472B18E1.1000501@factory7.com> References: <472B18E1.1000501@factory7.com> Message-ID: <472ADCCC.F8B4.0061.0@buffalo.k12.mn.us> >>> On Fri, Nov 2, 2007 at 7:32 AM, in message <472B18E1.1000501 at factory7.com>, Matt Westfall wrote: > I'm having the hardest time figuring out how to create a ticket based on > the status of a Custom Field. Matt, Try looking at this wiki page: http://wiki.bestpractical.com/view/OnCustomFieldValueChange At the bottom you'll find the solution that worked best for me when I need to trigger a scrip on a particular value of a custom field. Good luck. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From kbensch at fullnet.co.uk Fri Nov 2 10:11:59 2007 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Fri, 02 Nov 2007 14:11:59 +0000 Subject: [rt-users] Unowned Tickets list Message-ID: <472B302F.5000608@fullnet.co.uk> Hi I saw an email from an RT user regarding unowned tickets. I have a similar problem where it appears all users see all unowned tickets. And search I may I am unable to find the correct combination of rights to prevent this except for the users belonging to all groups. I have the following setup: User A belongs to group A. Queue Comp1 has group a as membership with the following rights for the group and the queue: Queue group rights Current rights /(Check box to revoke right)/ CommentOnTicket CreateTicket OwnTicket ReplyToTicket SeeQueue StealTicket TakeTicket Watch Group rights Current rights /(Check box to revoke right)/ SeeGroup Can you perhaps let em know where I am going wrong. Thanks in advance Kobus -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktrujill at puc.cl Fri Nov 2 10:09:18 2007 From: ktrujill at puc.cl (Karen Trujillo Quintanilla) Date: Fri, 02 Nov 2007 11:09:18 -0300 Subject: [rt-users] Tickets open when send coment Message-ID: <472B2F8E.1030009@puc.cl> Hello When tickets is closed or resolved and sending a (rt-comment..) by example a : Thanks..!!, the tickets is again open and I affect to statistics. pd: sorry, I not speak english -- Karen Trujillo Quintanilla Fono: 354-5700 mailto: ktrujill at puc.cl Subdirecci?n de Operaciones y Plataforma Direcci?n de Inform?tica - PUC From torben.nehmer at cancom.de Fri Nov 2 10:32:21 2007 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Fri, 2 Nov 2007 15:32:21 +0100 Subject: [rt-users] RT Patch: Better handling of HTML UTF8 Mails Message-ID: <2100343CC6E60840AE5A814BA8A09CE001F5F271@jetex001.int.cancom.de> Hi everybody, Yours,Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-3.6.5.diff Type: application/octet-stream Size: 1495 bytes Desc: rt-3.6.5.diff URL: From torben.nehmer at cancom.de Fri Nov 2 10:34:59 2007 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Fri, 2 Nov 2007 15:34:59 +0100 Subject: [rt-users] AW: RT Patch: Better handling of HTML UTF8 Mails In-Reply-To: <2100343CC6E60840AE5A814BA8A09CE0012657D5@jetex001.int.cancom.de> References: <2100343CC6E60840AE5A814BA8A09CE0012657D5@jetex001.int.cancom.de> Message-ID: <2100343CC6E60840AE5A814BA8A09CE001F5F274@jetex001.int.cancom.de> Hi again, this time with a body: The patch I've sent will expand RTs charset handling to HTML Parts of incoming E-Mail. This will greatly improve RTs interoperability especially with Outlook, which sends HTML Mail by default. I am not sure if I really got all the neccessary places, but it works fine here. Without this patch, almost all Outlook sent HTML mails have broken special characters when being displayed in the RT Web interface. I hope that this could actually go into the main distribution to save me from having to patch RT after every upgrade. Yours, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Nov 2 10:49:03 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 2 Nov 2007 17:49:03 +0300 Subject: [rt-users] AW: RT Patch: Better handling of HTML UTF8 Mails In-Reply-To: <2100343CC6E60840AE5A814BA8A09CE001F5F274@jetex001.int.cancom.de> References: <2100343CC6E60840AE5A814BA8A09CE0012657D5@jetex001.int.cancom.de> <2100343CC6E60840AE5A814BA8A09CE001F5F274@jetex001.int.cancom.de> Message-ID: <589c94400711020749m41844a7k3d8c18db26dcad7d@mail.gmail.com> I didn't look into the patch yet, but could you please write a very simple email in outlook and store full email as outlook sends it, so we can add it into our test suite to make sure everything will be fine later. On 11/2/07, Torben Nehmer wrote: > > > > > Hi again, > > > > this time with a body: > > > > The patch I've sent will expand RTs charset handling to HTML Parts of > incoming E-Mail. This will greatly improve RTs interoperability especially > with Outlook, which sends HTML Mail by default. I am not sure if I really > got all the neccessary places, but it works fine here. Without this patch, > almost all Outlook sent HTML mails have broken special characters when being > displayed in the RT Web interface. > > > > I hope that this could actually go into the main distribution to save me > from having to patch RT after every upgrade. > > > > > > Yours, > Torben Nehmer > > ------- > Torben Nehmer > Diplom Informatiker (FH) > Business System Developer > > CANCOM Deutschland GmbH > Messerschmittstr. 20 > 89343 Scheppach > Germany > > Tel.: +49 (0)8225 - 996-1118 > Fax: +49 (0)8225 - 996-41118 > torben.nehmer at cancom.de > www.cancom.de > > CANCOM Deutschland GmbH > Sitz der Gesellschaft: Jettingen-Scheppach > HRB 10653 Memmingen > Gesch?ftsf?hrer: Paul Holdschik, Christian Linder > > Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und > ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! > This e-mail and any files transmitted with it are confidential intended > solely for the use of the addressee! > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From boyken at divms.uiowa.edu Fri Nov 2 10:37:05 2007 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Fri, 02 Nov 2007 09:37:05 -0500 Subject: [rt-users] changing the look and feel of RT tickets In-Reply-To: <20071102141442.9CC5B4D829B@diesel.bestpractical.com> References: <20071102141442.9CC5B4D829B@diesel.bestpractical.com> Message-ID: <472B3611.8080905@divms.uiowa.edu> Tim Wilson wrote: >>>> On Fri, Nov 2, 2007 at 3:26 AM, in message > <20071102082649.1165F4D8048 at diesel.bestpractical.com>, "Krishna Prasad" > wrote: > >> > I am using centos 4.3 and RT3.6.5. I want to change the look and feel of the >> > tickets color's row by row. Where we have to change and how we have to >> > change. I want to keep maroon color and other color in tickets row by row. >> > How can I do it, please give me the solution.. > > Krishna, > > You need to dig in and modify the CSS files to change the look of the RT web interface. I don't know how you installed RT, but on my system (Ubuntu Linux) those files are in /usr/local/rt3/share/html/NoAuth/css/3.5-default/ > > The RT html output is pretty thoroughly marked up with divs, making it possible to have fairly fine-grained control of how everything looks. I would recommend the Firefox Web Developer extension > > https://addons.mozilla.org/en-US/firefox/addon/60 > > for a quick way to identify how the divs are arranged. If you're not familiar with CSS then you'll need to track down some additional resources. More substantial modifications to the web interface require overriding some of the default mason components. See the following wiki page for more information on that. > > http://wiki.bestpractical.com/view/CleanlyCustomizeRT > > BTW, it's probably not terribly useful to send mail directly to Jesse, Ruslan, or the rt-users-request address. Post your questions here, and you'll have the best chance of a reply. > > -Tim > > > -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us You can create your own look-and-feel and put it under rt_root/local, so it's more maintainable. I created an rt_root/local/html/NoAuth/css/Local directory, copied all the 3.5-default .css files into it, and modified them to my liking, then set $WebDefaultStylesheet to 'Local'--it works. Karl -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From elacour at easter-eggs.com Fri Nov 2 11:49:44 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 2 Nov 2007 16:49:44 +0100 Subject: [rt-users] Hidding approvals tickets Message-ID: <20071102154944.GG3568@easter-eggs.com> Hi, I try to setup a simple approval mechanism, following the instructions on the RT wiki. My needs are simple I think: have all new ticket comming in queue "foo" to be approved by anyone member of the rt group foo-manage. Actually, it almost works, for each new ticket in foo queue, I see it in the approval menu, members of foo-manage group get alert email, they can approve it, _but_, without approving it, the ticket is already present in the "new tickets" list and we can already work with it :( There is just a "Depends on" pointing to the ticket in foo-manage queue in this ticket. Any help? ;) Here is what I did: So I created the queue foo-manage: - watchers: group foo-manage - added specific scripts from the default approval queue allong with my global scripts: - If an approval is rejected, reject the original and delete pending approvals - When a ticket has been approved by all approvers, add correspondence to the original ticket - When a ticket has been approved by any approver, add correspondence to the original ticket - When an approval ticket is created, notify the Owner and AdminCc of the item awaiting their approval - added the templates for the previous scripts, copied from the default approval queue In the queue "foo", I added this script: On create, Create tickets with approvals template in trasactioncreate stage. and the template "approvals": ===Create-Ticket: foo Subject: Approve Foo Ticket: {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: foo-manage Type: approval Owner: rt AdminCC: { my $group_name = 'foo-manage'; my $groups = RT::Groups->new( $RT::SystemUser ); $groups->LimitToUserDefinedGroups(); $groups->Limit( 'FIELD' => 'Name', 'OPERATOR' => '=', 'VALUE' => $group_name ); $groups->First->Id; } Content: Someone has created a foo ticket. Please review and approve it. ENDOFCONTENT -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From LEASE at lycoming.edu Fri Nov 2 11:54:11 2007 From: LEASE at lycoming.edu (ZACHARY LEASE) Date: Fri, 02 Nov 2007 11:54:11 -0400 Subject: [rt-users] Installing RT 3.6.5 on Suse 10 SP1 Message-ID: <472B0FE6.3493.0063.0@lycoming.edu> I'm having trouble installing RT on Suse 10.1. I'm at the make initialize-database portion of the install. I'm using PostGRESQL for the database. Here is the progress after entering the root database password: Now creating a database for RT. Creating Pg database rtdb. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs DBD::Pg::st execute failed: ERROR: permission denied to create role Problem with statment: create user rt_user with password '' NOCREATEDB NOCREATEUSER; ERROR: permission denied to create role make: *** [initialize-database] Error 255 Any help that anyone could provide would be greatly appreciated. ----------------------------------- Zachary Lease Lycoming College - IT Services End User Support Specialist 700 College Place Box 142 Williamsport, PA 17701 Phone 570.321.4357 Fax 570.321.4051 ----------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From zbigniew at starpower.net Fri Nov 2 12:39:25 2007 From: zbigniew at starpower.net (zbigniew at starpower.net) Date: Fri, 2 Nov 2007 12:39:25 -0400 (EDT) Subject: [rt-users] CC Reply creates ticket Message-ID: <20071102123925.ABB98468@ms18.lnh.mail.rcn.net> Recently I deployed RT in my organization. The users will primarily submit tickets via email. User "Tom" submits a ticket via email. In that email he CC's "Matt". If Matt reply-all to the email the RT system will create a new ticket with the reply and the requester set as Matt. I'm not sure how to handle this, if Matt waits to get the RT confirmation email all will be fine, but typically he won't wait and just fires out an email. Any suggestions? Either a technical solution, or suggestion on how to teach the users how to work with RT. -Zb From twilson at buffalo.k12.mn.us Fri Nov 2 13:02:18 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Fri, 02 Nov 2007 12:02:18 -0500 Subject: [rt-users] changing the look and feel of RT tickets In-Reply-To: <472B3611.8080905@divms.uiowa.edu> References: <20071102141442.9CC5B4D829B@diesel.bestpractical.com> <472B3611.8080905@divms.uiowa.edu> Message-ID: <472B11C9.F8B4.0061.0@buffalo.k12.mn.us> Karl, Is that last step really necessary? I'm overriding a style sheet in my case simply by placing it in rt_root/local/html/NoAuth/css/ and taking advantage of RT's normal overriding feature. I didn't need to change the RT_SiteConfig. -Tim >>> Karl Boyken 11/02/07 9:37 AM >>> You can create your own look-and-feel and put it under rt_root/local, so it's more maintainable. I created an rt_root/local/html/NoAuth/css/Local directory, copied all the 3.5-default .css files into it, and modified them to my liking, then set $WebDefaultStylesheet to 'Local'--it works. Karl -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From boyken at divms.uiowa.edu Fri Nov 2 13:07:37 2007 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Fri, 02 Nov 2007 12:07:37 -0500 Subject: [rt-users] changing the look and feel of RT tickets In-Reply-To: <472B11C9.F8B4.0061.0@buffalo.k12.mn.us> References: <20071102141442.9CC5B4D829B@diesel.bestpractical.com> <472B3611.8080905@divms.uiowa.edu> <472B11C9.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <472B5959.3040205@divms.uiowa.edu> Tim Wilson wrote: > Karl, > > Is that last step really necessary? I'm overriding a style sheet in my case simply by placing it in rt_root/local/html/NoAuth/css/ and taking advantage of RT's normal overriding feature. I didn't need to change the RT_SiteConfig. > > -Tim > >>>> Karl Boyken 11/02/07 9:37 AM >>> > > You can create your own look-and-feel and put it under rt_root/local, so > it's more maintainable. I created an > rt_root/local/html/NoAuth/css/Local directory, copied all the > 3.5-default .css files into it, and modified them to my liking, then set > $WebDefaultStylesheet to 'Local'--it works. > > Karl Tim, I didn't try that. It's probably not necessary, unless you want to give your own unique set of .css files a different name than the RT defaults. Thanks for the tip. Karl -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From arun at zresearch.com Fri Nov 2 13:50:24 2007 From: arun at zresearch.com (Arun Mahajan) Date: Fri, 2 Nov 2007 10:50:24 -0700 (PDT) Subject: [rt-users] Groups For Unprivileged Users Message-ID: <33016.122.167.110.71.1194025824.squirrel@zresearch.com> Hi, I'm new to request tracker and have been trying to configure it for my organization. Can anybody tell me if there's a way to create groups for unprivilged users. Currently, all the unprivileged users that i have created are part of one single group "Unprivileged". This doesn't allow me to restrict a few of the unprivileged users from creating tickets in certain queues. Regards, Arun Mahajan From gentgeen at linuxmail.org Fri Nov 2 14:39:52 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Fri, 2 Nov 2007 14:39:52 -0400 Subject: [rt-users] Use of Asset Tracker "Name" field Message-ID: <20071102143952.02f2ad81@localhost.localdomain> While researching, I found this question that someone else asked back in 2005 (http://www.gossamer-threads.com/lists/rt/users/44174) No on had replied, but I was wondering the same thing, so I am hoping that reposting it produce better results: > I was wondering > about a couple of things, firstly the "name" field in AT: What do > people use it for? For example I can understand that you might want > to record the hostname of a computer, but then not do so for monitors, > modems and other kinds of assets In our case, we have some 150 laptops (all one of 5 models) that are out in the home of our employees. Make/Model would be identical for most, Hostname would be invalid, We don't (as of now) give them a "Company ID #", etc. Just wondering what others put there. -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From mcmorran at mdibl.org Fri Nov 2 15:38:01 2007 From: mcmorran at mdibl.org (Roy McMorran) Date: Fri, 02 Nov 2007 15:38:01 -0400 Subject: [rt-users] RTFM 2.2.1 upgrade issue In-Reply-To: <472A0EA4.3090803@mdibl.org> References: <4728EFA2.4090201@mdibl.org> <4729D314.101@ucrwcu.rwc.uc.edu> <47DA2CC8-0743-42A7-A549-535C56D2CBCD@bestpractical.com> <472A0EA4.3090803@mdibl.org> Message-ID: <472B7C99.5010900@mdibl.org> Roy McMorran wrote: > Kevin Falcone wrote: >> I'm updating the upgrade instructions to get ready for 2.2.2 so I'm >> interested >> in seeing what you need to do to get safely upgraded. > What I'm seeing is that (post-upgrade) none of the custom fields are > selected for any class, hence no content. In the end I just manually re-enabled the correct custom fields for the 18 classes I had. Thanks for the input everyone. Cheers, -r -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmorran at mdibl.org From KFCrocker at lbl.gov Fri Nov 2 18:20:07 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 02 Nov 2007 15:20:07 -0700 Subject: [rt-users] Unowned Tickets list In-Reply-To: <472B302F.5000608@fullnet.co.uk> References: <472B302F.5000608@fullnet.co.uk> Message-ID: <472BA297.2030109@lbl.gov> Kobus, From what you've listed, it looks like anyone in this group SHOULD be able to see all unowned tickets, at least in queue comp1. I didn't see the right to modify listed so I assume you have granted that right globally to the role "owners". I would think that the key to "seeing" unowned tickets in a queue is having the rights "TakeTicket", "StealTicket", and "OwnTIcket" for that queue either individually or thru group rights. Also, if those rights are granted globally to "Privileged" or "Everyone". If those rights are granted to any roles globally or for a queue and someone is in one of those roles then that will also allow them to see unowned tickets in a queue. I might be wrong, but that's how it seems to work for us. Kenn LBNL On 11/2/2007 7:11 AM, Kobus Bensch wrote: > Hi > > I saw an email from an RT user regarding unowned tickets. I have a > similar problem where it appears all users see all unowned tickets. And > search I may I am unable to find the correct combination of rights to > prevent this except for the users belonging to all groups. > > I have the following setup: > > User A belongs to group A. Queue Comp1 has group a as membership with > the following rights for the group and the queue: > Queue group rights > > > Current rights > > /(Check box to revoke right)/ > CommentOnTicket > CreateTicket > OwnTicket > ReplyToTicket > SeeQueue > StealTicket > TakeTicket > Watch > > Group rights > > > Current rights > > /(Check box to revoke right)/ > SeeGroup > > Can you perhaps let em know where I am going wrong. > > Thanks in advance > > Kobus > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Nov 2 18:25:28 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 02 Nov 2007 15:25:28 -0700 Subject: [rt-users] Groups For Unprivileged Users In-Reply-To: <33016.122.167.110.71.1194025824.squirrel@zresearch.com> References: <33016.122.167.110.71.1194025824.squirrel@zresearch.com> Message-ID: <472BA3D8.3050108@lbl.gov> Arun, Try removing the "CreateTicket" right from the global "unprivileged" and put it in the "unprivileged" of just the queues you want it in. That way, "unprivileged" will not be able to create any tickets in those queues that do not allow that right. Kenn LBNL On 11/2/2007 10:50 AM, Arun Mahajan wrote: > Hi, > > I'm new to request tracker and have been trying to configure it for my > organization. Can anybody tell me if there's a way to create groups for > unprivilged users. Currently, all the unprivileged users that i have > created are part of one single group "Unprivileged". This doesn't allow me > to restrict a few of the unprivileged users from creating tickets in > certain queues. > > Regards, > > Arun Mahajan > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Fri Nov 2 21:21:00 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 02 Nov 2007 21:21:00 -0400 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] Message-ID: <472BCCFC.30709@bestpractical.com> Way to ruin an opensource developer's evening #1. File a "bug report" like this. Does anyone here happen to know 'Brian Kroger' is or why he has such a problem interacting with an open source project like an adult? -j -------------- next part -------------- An embedded message was scrubbed... From: "Bryan Kroger via RT" Subject: [fsck.com #8625] Bug found: no documentation on REST interface Date: Fri, 2 Nov 2007 19:39:54 -0400 (EDT) Size: 2773 URL: From todd at chaka.net Fri Nov 2 21:54:19 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 2 Nov 2007 21:54:19 -0400 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] In-Reply-To: <472BCCFC.30709@bestpractical.com> References: <472BCCFC.30709@bestpractical.com> Message-ID: <519782dc0711021854p3430be8bnf6e1685d867e8261@mail.gmail.com> What a sweetheart! Just ignore him Jesse. I know I will! On 11/2/07, Jesse Vincent wrote: > Way to ruin an opensource developer's evening #1. File a "bug report" > like this. > > Does anyone here happen to know 'Brian Kroger' is or why he has such a > problem interacting with an open source project like an adult? > > -j > > > > Fri Nov 02 19:39:46 2007: Request 8625 was acted upon. > Transaction: Ticket created by bryan.kroger at gmail.com > Queue: rt3 > Subject: Bug found: no documentation on REST interface > Owner: Nobody > Requestors: bryan.kroger at gmail.com > Status: new > Ticket > ------------------------------------------------------------------------- > You idiots seemed to have left out the documentation for your REST > interface. > > If all google can find in the way of manuals for your water head abortion > you call a ticketing system is a freakin MICROSOFT DOC FILE you know you've > sunk to new lows. > http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc > Wow guys, you rock! That's raising the bar all the way up to "polished > turd" level! Grats! > > I work for a very large social networking company and apparently pissed off > someone enough that I'm being punished by having to figure out how to use > your "software." You guys really make the case for creating laws that ban > certain people from ever touching a keyboard. Like you, I agree that > punishment of this degree continues cruel and unusual punishment, but > whatever. > > Take that how you will, your site sucks, your software sucks, and your more > then welcome to blast off on me all you want. It's not going to change the > fact that you apes are the fungal infection on the ball sack of humanity. > > Have a great fucking day! > > -- > -Krogebry > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From arun at zresearch.com Fri Nov 2 21:56:08 2007 From: arun at zresearch.com (Arun Mahajan) Date: Fri, 2 Nov 2007 18:56:08 -0700 (PDT) Subject: [rt-users] Groups For Unprivileged Users In-Reply-To: <472BA3D8.3050108@lbl.gov> References: <33016.122.167.110.71.1194025824.squirrel@zresearch.com> <472BA3D8.3050108@lbl.gov> Message-ID: <39109.122.167.86.253.1194054968.squirrel@zresearch.com> Hello Kenneth, Thanks a lot. I tried that and it worked. But is there a way to allow a few unprivilged users access to a queue and leave the others. For Example: If i have user A, B and C, can i allow access to only User A and restrict B & C from accessing information in a queue. Regards, Arun Mahajan > Arun, > > > Try removing the "CreateTicket" right from the global "unprivileged" > and put it in the "unprivileged" of just the queues you want it in. That > way, "unprivileged" will not be able to create any tickets in those > queues that do not allow that right. > > > Kenn > LBNL > > On 11/2/2007 10:50 AM, Arun Mahajan wrote: >> Hi, >> >> I'm new to request tracker and have been trying to configure it for my >> organization. Can anybody tell me if there's a way to create groups for >> unprivilged users. Currently, all the unprivileged users that i have >> created are part of one single group "Unprivileged". This doesn't allow >> me >> to restrict a few of the unprivileged users from creating tickets in >> certain queues. >> >> Regards, >> >> Arun Mahajan >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll >> take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From andrew at coolchilli.com Fri Nov 2 23:18:18 2007 From: andrew at coolchilli.com (Andrew Smith) Date: Sat, 03 Nov 2007 14:18:18 +1100 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] In-Reply-To: <472BCCFC.30709@bestpractical.com> References: <472BCCFC.30709@bestpractical.com> Message-ID: <472BE87A.8000609@coolchilli.com> Google found this: http://www.shinmashii.net/ He seems very unhappy with the world. Andrew Jesse Vincent wrote: > Way to ruin an opensource developer's evening #1. File a "bug report" > like this. > > Does anyone here happen to know 'Brian Kroger' is or why he has such a > problem interacting with an open source project like an adult? > > -j > > > ------------------------------------------------------------------------ > > Subject: > [fsck.com #8625] Bug found: no documentation on REST interface > From: > "Bryan Kroger via RT" > Date: > Fri, 2 Nov 2007 19:39:54 -0400 (EDT) > To: > undisclosed-recipients:; > > To: > undisclosed-recipients:; > > > Fri Nov 02 19:39:46 2007: Request 8625 was acted upon. > Transaction: Ticket created by bryan.kroger at gmail.com > Queue: rt3 > Subject: Bug found: no documentation on REST interface > Owner: Nobody > Requestors: bryan.kroger at gmail.com > Status: new > Ticket > ------------------------------------------------------------------------- > You idiots seemed to have left out the documentation for your REST > interface. > > If all google can find in the way of manuals for your water head abortion > you call a ticketing system is a freakin MICROSOFT DOC FILE you know you've > sunk to new lows. > http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc > Wow guys, you rock! That's raising the bar all the way up to "polished > turd" level! Grats! > > I work for a very large social networking company and apparently pissed off > someone enough that I'm being punished by having to figure out how to use > your "software." You guys really make the case for creating laws that ban > certain people from ever touching a keyboard. Like you, I agree that > punishment of this degree continues cruel and unusual punishment, but > whatever. > > Take that how you will, your site sucks, your software sucks, and your more > then welcome to blast off on me all you want. It's not going to change the > fact that you apes are the fungal infection on the ball sack of humanity. > > Have a great fucking day! > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From andrew at coolchilli.com Fri Nov 2 23:12:05 2007 From: andrew at coolchilli.com (Andrew Smith) Date: Sat, 03 Nov 2007 14:12:05 +1100 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] In-Reply-To: <472BCCFC.30709@bestpractical.com> References: <472BCCFC.30709@bestpractical.com> Message-ID: <472BE705.2030906@coolchilli.com> >and apparently pissed off someone enough that I'm being punished Wow, really? I find it hard to believe that someone who has such a pleasant disposition would attract negative attention. My 2cents worth: RT is awesome, it's the best tool I have, aside from ssh :) It is an excellent example of why Open Source is the future of software/solutions. Andrew Jesse Vincent wrote: > Way to ruin an opensource developer's evening #1. File a "bug report" > like this. > > Does anyone here happen to know 'Brian Kroger' is or why he has such a > problem interacting with an open source project like an adult? > > -j > > > ------------------------------------------------------------------------ > > Subject: > [fsck.com #8625] Bug found: no documentation on REST interface > From: > "Bryan Kroger via RT" > Date: > Fri, 2 Nov 2007 19:39:54 -0400 (EDT) > To: > undisclosed-recipients:; > > To: > undisclosed-recipients:; > > > Fri Nov 02 19:39:46 2007: Request 8625 was acted upon. > Transaction: Ticket created by bryan.kroger at gmail.com > Queue: rt3 > Subject: Bug found: no documentation on REST interface > Owner: Nobody > Requestors: bryan.kroger at gmail.com > Status: new > Ticket > ------------------------------------------------------------------------- > You idiots seemed to have left out the documentation for your REST > interface. > > If all google can find in the way of manuals for your water head abortion > you call a ticketing system is a freakin MICROSOFT DOC FILE you know you've > sunk to new lows. > http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc > Wow guys, you rock! That's raising the bar all the way up to "polished > turd" level! Grats! > > I work for a very large social networking company and apparently pissed off > someone enough that I'm being punished by having to figure out how to use > your "software." You guys really make the case for creating laws that ban > certain people from ever touching a keyboard. Like you, I agree that > punishment of this degree continues cruel and unusual punishment, but > whatever. > > Take that how you will, your site sucks, your software sucks, and your more > then welcome to blast off on me all you want. It's not going to change the > fact that you apes are the fungal infection on the ball sack of humanity. > > Have a great fucking day! > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From theillien at yahoo.com Fri Nov 2 23:20:54 2007 From: theillien at yahoo.com (Mathew) Date: Fri, 02 Nov 2007 23:20:54 -0400 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] In-Reply-To: <472BE87A.8000609@coolchilli.com> References: <472BCCFC.30709@bestpractical.com> <472BE87A.8000609@coolchilli.com> Message-ID: <472BE916.3040202@yahoo.com> I recommend we figure out where he works and send it directly to his CEO. Mathew Keep up with my goings on at http://theillien.blogspot.com Andrew Smith wrote: > Google found this: > http://www.shinmashii.net/ > > He seems very unhappy with the world. > Andrew > > Jesse Vincent wrote: >> Way to ruin an opensource developer's evening #1. File a "bug report" >> like this. >> >> Does anyone here happen to know 'Brian Kroger' is or why he has such a >> problem interacting with an open source project like an adult? >> >> -j >> >> ------------------------------------------------------------------------ >> >> Subject: >> [fsck.com #8625] Bug found: no documentation on REST interface >> From: >> "Bryan Kroger via RT" >> Date: >> Fri, 2 Nov 2007 19:39:54 -0400 (EDT) >> To: >> undisclosed-recipients:; >> >> To: >> undisclosed-recipients:; >> >> >> Fri Nov 02 19:39:46 2007: Request 8625 was acted upon. >> Transaction: Ticket created by bryan.kroger at gmail.com >> Queue: rt3 >> Subject: Bug found: no documentation on REST interface >> Owner: Nobody >> Requestors: bryan.kroger at gmail.com >> Status: new >> Ticket >> ------------------------------------------------------------------------- >> You idiots seemed to have left out the documentation for your REST >> interface. >> >> If all google can find in the way of manuals for your water head abortion >> you call a ticketing system is a freakin MICROSOFT DOC FILE you know >> you've >> sunk to new lows. >> http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc >> >> Wow guys, you rock! That's raising the bar all the way up to "polished >> turd" level! Grats! >> >> I work for a very large social networking company and apparently >> pissed off >> someone enough that I'm being punished by having to figure out how to use >> your "software." You guys really make the case for creating laws that >> ban >> certain people from ever touching a keyboard. Like you, I agree that >> punishment of this degree continues cruel and unusual punishment, but >> whatever. >> >> Take that how you will, your site sucks, your software sucks, and your >> more >> then welcome to blast off on me all you want. It's not going to >> change the >> fact that you apes are the fungal infection on the ball sack of humanity. >> >> Have a great fucking day! >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll >> take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. Email us at sales at bestpractical.com or call us at +1 >> 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From todd at chaka.net Sat Nov 3 09:17:51 2007 From: todd at chaka.net (Todd Chapman) Date: Sat, 3 Nov 2007 09:17:51 -0400 Subject: [rt-users] CC Reply creates ticket In-Reply-To: <20071102123925.ABB98468@ms18.lnh.mail.rcn.net> References: <20071102123925.ABB98468@ms18.lnh.mail.rcn.net> Message-ID: <519782dc0711030617j55e0a64csf309a91b96f62a66@mail.gmail.com> On 11/2/07, zbigniew at starpower.net wrote: > Recently I deployed RT in my organization. The users will primarily submit tickets via email. User "Tom" submits a ticket via email. In that email he CC's "Matt". If Matt reply-all to the email the RT system will create a new ticket with the reply and the requester set as Matt. > > I'm not sure how to handle this, if Matt waits to get the RT confirmation email all will be fine, but typically he won't wait and just fires out an email. > > Any suggestions? Either a technical solution, or suggestion on how to teach the users how to work with RT. > Teach your users not to mail RT and Cc others. If they need to Cc someone that RT cannot be configure to Cc for them, then have them Bcc RT. Maybe RT could refuse to create the ticket if there is "Re:" in the subject line... -Todd From todd at chaka.net Sat Nov 3 09:27:07 2007 From: todd at chaka.net (Todd Chapman) Date: Sat, 3 Nov 2007 09:27:07 -0400 Subject: [rt-users] Create Ticket but only if Custom Field is... In-Reply-To: <472B18E1.1000501@factory7.com> References: <472B18E1.1000501@factory7.com> Message-ID: <519782dc0711030627w35b2433jcd0b6d4d2c0a61fc@mail.gmail.com> On 11/2/07, Matt Westfall wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I'm having the hardest time figuring out how to create a ticket based on > the status of a Custom Field. > > I have two Custom Fields > > 1: Billable > It's a select one field with values of: > Yes > No > Covered > Gratis > > 2: Followup > It's a select one field with values of: > Yes > No > > I have the two corresponding scrips written: > > 1: Invoice > > Condition: User Defined > Action: Create Tickets > Template: Generate-Invoice > > Custom Condition: > return 0 unless $trans->Type eq "Resolve"; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Yes/i); > return 1; > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Gratis/i); > return 1; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Covered/i); > return 1; Why do you have so many "return 1" statements? > > 2: > > Condition: User Defined: > Action: Create Tickets: > Template: generate-followup > > Custom Condition: > > return 0 unless $trans->Type eq "Resolve"; > > return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup') > =~ /Yes/i); > return 1; > > > I have two corresponding templates created: > > 1: > ===Create-Ticket: generate-invoice > Queue: Accounting > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: Please generate an invoice for this customer. > Billable was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > > Billable hours was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} > Please refer to previous ticket for more information. > ENDOFCONTENT > > 2: > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > > I then created a test ticket with Billable set to Yes and Followup to > Yes, and neither ticket spawned!!! > > Help please!!! > > Thanks in advance, > Matt Westfall > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHKxjhb/8X6V5MpAURAozCAJ4rNUBDQ9/w4LcHmrpxMk6aWVZUjwCeM7Xb > 3W3tz2lW/N7k2YMq8QUBaCg= > =FtON > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mwestfall at factory7.com Sat Nov 3 10:50:46 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Sat, 03 Nov 2007 10:50:46 -0400 Subject: [rt-users] Create Ticket but only if Custom Field is... In-Reply-To: <519782dc0711030627w35b2433jcd0b6d4d2c0a61fc@mail.gmail.com> References: <472B18E1.1000501@factory7.com> <519782dc0711030627w35b2433jcd0b6d4d2c0a61fc@mail.gmail.com> Message-ID: <472C8AC6.1040209@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Because I'm not entirely sure what I should have written!!! But the follow up code, which only has 1, doesn't work either :( Todd Chapman wrote: > On 11/2/07, Matt Westfall wrote: > I'm having the hardest time figuring out how to create a ticket based on > the status of a Custom Field. > > I have two Custom Fields > > 1: Billable > It's a select one field with values of: > Yes > No > Covered > Gratis > > 2: Followup > It's a select one field with values of: > Yes > No > > I have the two corresponding scrips written: > > 1: Invoice > > Condition: User Defined > Action: Create Tickets > Template: Generate-Invoice > > Custom Condition: > return 0 unless $trans->Type eq "Resolve"; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Yes/i); > return 1; > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Gratis/i); > return 1; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Covered/i); > return 1; > >> Why do you have so many "return 1" statements? > > 2: > > Condition: User Defined: > Action: Create Tickets: > Template: generate-followup > > Custom Condition: > > return 0 unless $trans->Type eq "Resolve"; > > return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup') > =~ /Yes/i); > return 1; > > > I have two corresponding templates created: > > 1: > ===Create-Ticket: generate-invoice > Queue: Accounting > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: Please generate an invoice for this customer. > Billable was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > > Billable hours was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} > Please refer to previous ticket for more information. > ENDOFCONTENT > > 2: > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > > I then created a test ticket with Billable set to Yes and Followup to > Yes, and neither ticket spawned!!! > > Help please!!! > > Thanks in advance, > Matt Westfall _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com >> -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHLIrGb/8X6V5MpAURAny8AJ9Qda8ZjcVVcjUC5LEntb6jKx9WogCgzBvT Yut0u7xtMUuC2TPKNqeEx7k= =1jEs -----END PGP SIGNATURE----- From barnesaw at ucrwcu.rwc.uc.edu Sat Nov 3 11:05:16 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Sat, 03 Nov 2007 11:05:16 -0400 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] In-Reply-To: <472BCCFC.30709@bestpractical.com> References: <472BCCFC.30709@bestpractical.com> Message-ID: <472C8E2C.2080800@ucrwcu.rwc.uc.edu> Sounds like a case for offering to sell support....at a 400% markup. Although I did get a chuckle out of "fungal infection on the ball sack of humanity." But I'm a child like that. Jesse Vincent wrote: > Way to ruin an opensource developer's evening #1. File a "bug report" > like this. > > Does anyone here happen to know 'Brian Kroger' is or why he has such a > problem interacting with an open source project like an adult? > > -j > > > ------------------------------------------------------------------------ > > Subject: > [fsck.com #8625] Bug found: no documentation on REST interface > From: > "Bryan Kroger via RT" > Date: > Fri, 2 Nov 2007 19:39:54 -0400 (EDT) > To: > undisclosed-recipients:; > > To: > undisclosed-recipients:; > > > Fri Nov 02 19:39:46 2007: Request 8625 was acted upon. > Transaction: Ticket created by bryan.kroger at gmail.com > Queue: rt3 > Subject: Bug found: no documentation on REST interface > Owner: Nobody > Requestors: bryan.kroger at gmail.com > Status: new > Ticket > ------------------------------------------------------------------------- > You idiots seemed to have left out the documentation for your REST > interface. > > If all google can find in the way of manuals for your water head abortion > you call a ticketing system is a freakin MICROSOFT DOC FILE you know you've > sunk to new lows. > http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc > Wow guys, you rock! That's raising the bar all the way up to "polished > turd" level! Grats! > > I work for a very large social networking company and apparently pissed off > someone enough that I'm being punished by having to figure out how to use > your "software." You guys really make the case for creating laws that ban > certain people from ever touching a keyboard. Like you, I agree that > punishment of this degree continues cruel and unusual punishment, but > whatever. > > Take that how you will, your site sucks, your software sucks, and your more > then welcome to blast off on me all you want. It's not going to change the > fact that you apes are the fungal infection on the ball sack of humanity. > > Have a great fucking day! > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From klinet2 at winnetka36.org Sat Nov 3 12:31:20 2007 From: klinet2 at winnetka36.org (Todd) Date: Sat, 03 Nov 2007 11:31:20 -0500 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] In-Reply-To: <472BCCFC.30709@bestpractical.com> References: <472BCCFC.30709@bestpractical.com> Message-ID: He has a blog... http://www.shinmashii.net/ Sounds like he is a very unpleasant person in most areas of his life and not liked by many. He will likely never has an appreciation for open source or the people who donate their time to create and maintain it. RT is great and RT Essentials is plenty of documentation. Todd On Fri, 02 Nov 2007 21:21:00 -0400 Jesse Vincent wrote: > Way to ruin an opensource developer's evening #1. File a >"bug report" > like this. > > Does anyone here happen to know 'Brian Kroger' is or why >he has such a > problem interacting with an open source project like an >adult? > > -j From todd at chaka.net Sat Nov 3 13:17:18 2007 From: todd at chaka.net (Todd Chapman) Date: Sat, 3 Nov 2007 13:17:18 -0400 Subject: [rt-users] Create Ticket but only if Custom Field is... In-Reply-To: <472C8AC6.1040209@factory7.com> References: <472B18E1.1000501@factory7.com> <519782dc0711030627w35b2433jcd0b6d4d2c0a61fc@mail.gmail.com> <472C8AC6.1040209@factory7.com> Message-ID: <519782dc0711031017j64cdfb99y567b2cc42282763e@mail.gmail.com> Send what you have now and I'll help you get it right. From gentgeen at linuxmail.org Sat Nov 3 15:14:30 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Sat, 3 Nov 2007 15:14:30 -0400 Subject: [rt-users] unprivileged user's search for tickets Message-ID: <20071103151430.016bce8c@localhost.localdomain> I found that my unprivileged user's were having a hard time review old tickets since there were some who has as many as 200+ resolved tickets. Since one of our selling points was that after we resolved an issue, the user would be able to go back at any time and review the history (should they run into the same problem again). I took the Simple Search as a starting point, copied the necessary parts over to my local SelfSevice directory, then hacked away. I have documented all my changes (as well as made a .tar file available) on my website http://gentgeen.homelinux.org/howtos/index.html?RT_SelfServiceSearch I have posted this to the user group for two main reasons: 1) I am not sure how portable the code is. I am using RT 3.6.1 on Debian Stable, installed from the Debian repository. I imagine it should work for others, but I am unsure. If anyone wants to give it a shot, and let me know how it works, I would truly appreciate it. 2) I did not want to post it to the "Contribution" page of the wiki (http://wiki.bestpractical.com/view/Contributions) because (a) I did not know under what section to put it under and (b) I would like to know if it works for others first. Again, I would appreciate any feedback on either of the two points above. And I would like to thank the RT Development team for such a great piece of software. -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From rainer at ultra-secure.de Sat Nov 3 22:57:41 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 04 Nov 2007 03:57:41 +0100 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] In-Reply-To: References: <472BCCFC.30709@bestpractical.com> Message-ID: <472D3525.5000808@ultra-secure.de> Todd schrieb: > He has a blog... http://www.shinmashii.net/ Sounds like he is a very > unpleasant person in most areas of his life and not liked by many. > Yeah, but he's defintely the "Brian Kroger" who made that "bug report". http://www.shinmashii.net/?p=28#comments If we continue to post in this thread (mentioning his name: Brian Kroger), even more Google hits will point his name to it (it's not a very common name, it seems). So his future employers get a good idea of him ;-) Hm. The SSL Certificate on his site lists his location as "Des Moines, Washington". I wonder, which one of these: http://en.wikipedia.org/wiki/List_of_social_networking_websites he actually works for? Hm. Found his profile here: http://www.rentacoder.com/URLSEO/RentACoder/SoftwareCoders/showBioInfo!asp/x!Corvallis/y!Oregon/lngAuthorId!1333636/JGHart.htm ;-) He could have smiled, at least. (He somehow created two profiles there, one short one and a longer one) The last time he got some attention was here, I think: http://gallery.shinmashii.net/main.php?g2_itemId=4179 (Found via this posting: http://readlist.com/lists/gentoo.org/gentoo-user/18/90452.html - ironically, the poster also has a surname of "Vincent" - can you believe this?) That one's homepage is at http://daevid.com/ - it also lists some other social networking sites that he's a member of. I'd hazard a guess that somewhere in these contacts, we may also find Mr. Kroger (and thus very likely the company he's working for). I am not a member of these sites (and don't plan to sign up just for that, but if you're already subscribed... So, Bryan, here's your 15 minutes of fame. Good luck with the rest of your life. cheers, Rainer From theillien at yahoo.com Sun Nov 4 07:18:14 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 04 Nov 2007 07:18:14 -0500 Subject: [rt-users] Filtering incoming emails Message-ID: <472DB886.5000002@yahoo.com> We are using 3.6.1 with postfix and procmail. It isn't a complicated setup but a new configuration we're testing has an interesting "feature" which needs some special attention. We have five customer-facing queues (Triage, Network, Systems, Operations and Sales). Triage is the only one in which tickets can be created by outside parties. The other four support correspondence but cannot have new tickets created within by outside parties. In to facilitate this, we run a cron job which polls our customer database and builds a procmail script listing all of the allowed "from" addresses. Any incoming email is parsed through the script and if allowed is then handed off to rt-mailgate. In the /etc/aliases file, we alias the four non-triage queues to Triage which, again, allows new ticket creation. This serves to place all new ticket requests in Triage as a new ticket while allowing RT to do it's thing by parsing the subject and placing all correspondence for existing tickets in the right place. On the surface this is a wonderful setup. We guarantee that all new tickets are only in the new ticket queue while all existing tickets get updated appropriately. However, I have discovered a fault which I'm hoping the RT Faithful can help me with. I have a monthly cron job which generates an email to be sent to one of the four other queues; one of the four which doesn't allow new ticket creation. However, the "from" address for this email is internal. The ticket that it generates is intended to spawn three child tickets. The problem is that, since this is a new ticket, it gets trapped in the Triage queue and isn't allowed to move on to the queue it is intended for. What I need help with is finding a method that will allow this one email (or any internal email, actually) to be allowed to bypass Triage and go directly to its intended queue. I've considered not aliasing the one queue to Triage. This will lead to an unwanted side-effect. Right now, by trapping all new ticket requests in Triage, we are preventing the automatically generated email which confusingly states that a person is not allowed to create a ticket. Instead, the ticket is created in Triage and the auto-reply is sent stating this. Should I cease the aliasing, if a person decides to send a ticket to Systems (the non-Triage queue which the email cron job is sending to) then they will receive the reply stating that a user could not be found or whatever the confusing reply is. I'd like to avoid this. So, if I haven't convoluted this yet and someone has been able to follow what I'm trying to say, can that person help me figure out how to allow incoming, internal emails to avoid this trap I've created? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From torsten.brumm at googlemail.com Mon Nov 5 02:44:21 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 5 Nov 2007 08:44:21 +0100 Subject: [rt-users] Hidding approvals tickets In-Reply-To: <20071102154944.GG3568@easter-eggs.com> References: <20071102154944.GG3568@easter-eggs.com> Message-ID: Hi Emmanuel, try the following ideas. 1. After creating the "normal" Ticket this creates the approval ticket with your scrip/template. Then create a second scrip which sets the "normal" ticket to a new status (create a new status like "waiting") and don't add this new status to the QuickSearch List, so no user is able to find this ticket. Turn of in front the mail information about new tickets for this queue, so no user is informed about a new ticket until its approved. 2. idea: create a "helper" queue where you create the "normal" tickets first without access for any user, after successful approval move the "normal" ticket to the correct queue. Both ways work fine i think. Torsten 2007/11/2, Emmanuel Lacour : > > Hi, > > I try to setup a simple approval mechanism, following the instructions > on the RT wiki. > > My needs are simple I think: > > have all new ticket comming in queue "foo" to be approved by anyone > member of the rt group foo-manage. > > > Actually, it almost works, for each new ticket in foo queue, I see it in > the approval menu, members of foo-manage group get alert email, they can > approve it, _but_, without approving it, the ticket is already present in > the "new tickets" list and we can already work with it :( > There is just a "Depends on" pointing to the ticket in foo-manage queue > in this ticket. > > Any help? ;) > > > Here is what I did: > > So I created the queue foo-manage: > > - watchers: group foo-manage > - added specific scripts from the default approval queue allong with my > global scripts: > > - If an approval is rejected, reject the original and delete pending > approvals > - When a ticket has been approved by all approvers, add correspondence > to the original ticket > - When a ticket has been approved by any approver, add correspondence > to the original ticket > - When an approval ticket is created, notify the Owner and AdminCc of > the item awaiting their approval > > - added the templates for the previous scripts, copied from the default > approval queue > > > In the queue "foo", I added this script: On create, Create tickets with > approvals template in trasactioncreate stage. > > and the template "approvals": > > ===Create-Ticket: foo > Subject: Approve Foo Ticket: {$Tickets{'TOP'}->Subject} > Depended-On-By: TOP > Queue: foo-manage > Type: approval > Owner: rt > AdminCC: { > my $group_name = 'foo-manage'; > my $groups = RT::Groups->new( $RT::SystemUser ); > > $groups->LimitToUserDefinedGroups(); > $groups->Limit( > 'FIELD' => 'Name', > 'OPERATOR' => '=', > 'VALUE' => $group_name ); > $groups->First->Id; > } > Content: Someone has created a foo ticket. Please review and approve it. > ENDOFCONTENT > > > -- > Emmanuel Lacour ------------------------------------ Easter-eggs > 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? > Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 > mailto:elacour at easter-eggs.com - http://www.easter-eggs.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Mon Nov 5 08:19:39 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 05 Nov 2007 08:19:39 -0500 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] In-Reply-To: <472D3525.5000808@ultra-secure.de> References: <472BCCFC.30709@bestpractical.com> <472D3525.5000808@ultra-secure.de> Message-ID: <472F186B.7030105@ucrwcu.rwc.uc.edu> Bryan has no interests and 2 friends. Sad Panda. http://profile.myspace.com/index.cfm?fuseaction=user.viewprofile&friendID=96006999 Ok, no more troll feeding for me. Rainer Duffner wrote: > Todd schrieb: >> He has a blog... http://www.shinmashii.net/ Sounds like he is a very >> unpleasant person in most areas of his life and not liked by many. >> > > Yeah, but he's defintely the "Brian Kroger" who made that "bug report". > http://www.shinmashii.net/?p=28#comments > > If we continue to post in this thread (mentioning his name: Brian > Kroger), even more Google hits will point his name to it (it's not a > very common name, it seems). > So his future employers get a good idea of him ;-) > > Hm. The SSL Certificate on his site lists his location as "Des Moines, > Washington". > I wonder, which one of these: > http://en.wikipedia.org/wiki/List_of_social_networking_websites > he actually works for? > > Hm. Found his profile here: > http://www.rentacoder.com/URLSEO/RentACoder/SoftwareCoders/showBioInfo!asp/x!Corvallis/y!Oregon/lngAuthorId!1333636/JGHart.htm > > ;-) > He could have smiled, at least. > (He somehow created two profiles there, one short one and a longer one) > > The last time he got some attention was here, I think: > http://gallery.shinmashii.net/main.php?g2_itemId=4179 > > (Found via this posting: > http://readlist.com/lists/gentoo.org/gentoo-user/18/90452.html - > ironically, the poster also has a surname of "Vincent" - can you > believe this?) > That one's homepage is at http://daevid.com/ - it also lists some > other social networking sites that he's a member of. I'd hazard a > guess that somewhere in these contacts, we may also find Mr. Kroger > (and thus very likely the company he's working for). I am not a member > of these sites (and don't plan to sign up just for that, but if you're > already subscribed... > > > So, Bryan, here's your 15 minutes of fame. > Good luck with the rest of your life. > > > > cheers, > Rainer > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From gleduc at mail.sdsu.edu Mon Nov 5 11:35:20 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 05 Nov 2007 08:35:20 -0800 Subject: [rt-users] Filtering incoming emails In-Reply-To: <472DB886.5000002@yahoo.com> References: <472DB886.5000002@yahoo.com> Message-ID: <6.2.1.2.2.20071105083254.026ce638@mail.sdsu.edu> Hi Mathew, Sounds like a slick setup. Can't you just add your internal addresses either directly to the procmail filter script or to your customer database with "approved to bypass triage" status? Regards, Gene At 04:18 AM 11/4/2007, Mathew Snyder wrote: >We are using 3.6.1 with postfix and procmail. It isn't a complicated >setup but > a new configuration we're testing has an interesting "feature" which > needs some >special attention. > >We have five customer-facing queues (Triage, Network, Systems, Operations and >Sales). Triage is the only one in which tickets can be created by outside >parties. The other four support correspondence but cannot have new tickets >created within by outside parties. In to facilitate this, we run a cron job >which polls our customer database and builds a procmail script listing all of >the allowed "from" addresses. Any incoming email is parsed through the script >and if allowed is then handed off to rt-mailgate. > >In the /etc/aliases file, we alias the four non-triage queues to Triage which, >again, allows new ticket creation. This serves to place all new ticket >requests >in Triage as a new ticket while allowing RT to do it's thing by parsing the >subject and placing all correspondence for existing tickets in the right >place. > >On the surface this is a wonderful setup. We guarantee that all new >tickets are >only in the new ticket queue while all existing tickets get updated >appropriately. However, I have discovered a fault which I'm hoping the RT >Faithful can help me with. > >I have a monthly cron job which generates an email to be sent to one of >the four >other queues; one of the four which doesn't allow new ticket >creation. However, >the "from" address for this email is internal. The ticket that it >generates is >intended to spawn three child tickets. The problem is that, since this is >a new >ticket, it gets trapped in the Triage queue and isn't allowed to move on >to the >queue it is intended for. > >What I need help with is finding a method that will allow this one email >(or any >internal email, actually) to be allowed to bypass Triage and go directly >to its >intended queue. > >I've considered not aliasing the one queue to Triage. This will lead to an >unwanted side-effect. Right now, by trapping all new ticket requests in >Triage, >we are preventing the automatically generated email which confusingly states >that a person is not allowed to create a ticket. Instead, the ticket is >created >in Triage and the auto-reply is sent stating this. Should I cease the >aliasing, >if a person decides to send a ticket to Systems (the non-Triage queue >which the >email cron job is sending to) then they will receive the reply stating that a >user could not be found or whatever the confusing reply is. I'd like to >avoid this. > >So, if I haven't convoluted this yet and someone has been able to follow what >I'm trying to say, can that person help me figure out how to allow incoming, >internal emails to avoid this trap I've created? > >-- >Keep up with me and what I'm up to: http://theillien.blogspot.com >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >If you sign up for a new RT support contract before December 31, we'll take >up to 20 percent off the price. This sale won't last long, so get in touch >today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Mon Nov 5 12:26:40 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 05 Nov 2007 09:26:40 -0800 Subject: [rt-users] Groups For Unprivileged Users In-Reply-To: <39109.122.167.86.253.1194054968.squirrel@zresearch.com> References: <33016.122.167.110.71.1194025824.squirrel@zresearch.com> <472BA3D8.3050108@lbl.gov> <39109.122.167.86.253.1194054968.squirrel@zresearch.com> Message-ID: <472F5250.3000604@lbl.gov> Arun & Kevin, I understand what your asking about and the truth is the whole point behind an "unprivileged" user is that they have NO rights. Then, of course, we ALLOW them to have rights via the system group "Unprivileged". What we did to deal with this was to ignore the concept of "unprivileged" completely. For us, the concept of an Unprivileged user is SOOOOO limited in our environment that it (as a system group) really doesn't exist. If we want any type of user to be able to see the history of a ticket, resolved or not, then we grant "SeeTicket", "SeeOutgoingEmail" to GLOBAL Requestors. That way ANY person that made a request could always look at the ticket they created without seeing anyone elses (we also don't allow any requestor to see comments, EVER). If we have a certain number of similar "Unprivileged" requestors, we create a group for them and put their ID's in the group and grant extremely limited rights to that group globally or to whatever queue they need to see, in essence, the "unprivileged" becomes "Privileged". That does mean there are more groups than some would like, but we can define/refine the usage we allow to our RT queues much better. The only individuals that are granted rights on an individual basis is me and my backup (as "SuperUser"). Everyone else is in some group or global role, etc. Hopes this idea helps. Kenn LBNL On 11/2/2007 6:56 PM, Arun Mahajan wrote: > Hello Kenneth, > > Thanks a lot. I tried that and it worked. But is there a way to allow a > few unprivilged users access to a queue and leave the others. For Example: > If i have user A, B and C, can i allow access to only User A and restrict > B & C from accessing information in a queue. > > Regards, > > Arun Mahajan > >> Arun, >> >> >> Try removing the "CreateTicket" right from the global "unprivileged" >> and put it in the "unprivileged" of just the queues you want it in. That >> way, "unprivileged" will not be able to create any tickets in those >> queues that do not allow that right. >> >> >> Kenn >> LBNL >> >> On 11/2/2007 10:50 AM, Arun Mahajan wrote: >>> Hi, >>> >>> I'm new to request tracker and have been trying to configure it for my >>> organization. Can anybody tell me if there's a way to create groups for >>> unprivilged users. Currently, all the unprivileged users that i have >>> created are part of one single group "Unprivileged". This doesn't allow >>> me >>> to restrict a few of the unprivileged users from creating tickets in >>> certain queues. >>> >>> Regards, >>> >>> Arun Mahajan >>> >>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, we'll >>> take >>> up to 20 percent off the price. This sale won't last long, so get in >>> touch today. >>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > > From KFCrocker at lbl.gov Mon Nov 5 12:37:07 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 05 Nov 2007 09:37:07 -0800 Subject: [rt-users] CC Reply creates ticket In-Reply-To: <519782dc0711030617j55e0a64csf309a91b96f62a66@mail.gmail.com> References: <20071102123925.ABB98468@ms18.lnh.mail.rcn.net> <519782dc0711030617j55e0a64csf309a91b96f62a66@mail.gmail.com> Message-ID: <472F54C3.5070305@lbl.gov> zbigniew, I concur with Todd. Actually, we modified our templates to include the instruction to NOT use "ReplyAll" when responding to an E_mail from RT in ANY WAY. Of course, we also include some instructions on how to reply so that RT gets a copy AND everyone as well without creating a new ticket. There doesn't seem to be a button to push or an easy scrip to write, just simple instructions that fairly intelligent users should understand. If they don't, we just point them to the instructions they apparently didn't read. Kenn LBNL On 11/3/2007 6:17 AM, Todd Chapman wrote: > On 11/2/07, zbigniew at starpower.net wrote: >> Recently I deployed RT in my organization. The users will primarily submit tickets via email. User "Tom" submits a ticket via email. In that email he CC's "Matt". If Matt reply-all to the email the RT system will create a new ticket with the reply and the requester set as Matt. >> >> I'm not sure how to handle this, if Matt waits to get the RT confirmation email all will be fine, but typically he won't wait and just fires out an email. >> >> Any suggestions? Either a technical solution, or suggestion on how to teach the users how to work with RT. >> > > Teach your users not to mail RT and Cc others. If they need to Cc > someone that RT cannot be configure to Cc for them, then have them Bcc > RT. Maybe RT could refuse to create the ticket if there is "Re:" in > the subject line... > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rfh at pipex.net Mon Nov 5 12:40:09 2007 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 05 Nov 2007 17:40:09 +0000 Subject: [rt-users] Groups For Unprivileged Users In-Reply-To: <472F5250.3000604@lbl.gov> References: <33016.122.167.110.71.1194025824.squirrel@zresearch.com> <472BA3D8.3050108@lbl.gov> <39109.122.167.86.253.1194054968.squirrel@zresearch.com> <472F5250.3000604@lbl.gov> Message-ID: <472F5579.3050109@pipex.net> Arun; You *Maybe* able to do the following: - create a group and give that group the access/right you need to the queue - make the users you want to give them access privileged so you can add them to the group - once you have added them remove their privilege (untick the tick for each user) .. I am guessing this will work for you. In my system here we have more or less the same as Kenneth described .. but its a pain to manage with 10000 or so not so privileged users Regards; Roy Kenneth Crocker wrote: > Arun & Kevin, > > > I understand what your asking about and the truth is the whole > point behind an "unprivileged" user is that they have NO rights. Then, > of course, we ALLOW them to have rights via the system group > "Unprivileged". What we did to deal with this was to ignore the > concept of "unprivileged" completely. For us, the concept of an > Unprivileged user is SOOOOO limited in our environment that it (as a > system group) really doesn't exist. If we want any type of user to be > able to see the history of a ticket, resolved or not, then we grant > "SeeTicket", "SeeOutgoingEmail" to GLOBAL Requestors. That way ANY > person that made a request could always look at the ticket they > created without seeing anyone elses (we also don't allow any requestor > to see comments, EVER). If we have a certain number of similar > "Unprivileged" requestors, we create a group for them and put their > ID's in the group and grant extremely limited rights to that group > globally or to whatever queue they need to see, in essence, the > "unprivileged" becomes "Privileged". That does mean there are more > groups than some would like, but we can define/refine the usage we > allow to our RT queues much better. The only individuals that are > granted rights on an individual basis is me and my backup (as > "SuperUser"). Everyone else is in some group or global role, etc. > Hopes this idea helps. > > > Kenn > LBNL > > On 11/2/2007 6:56 PM, Arun Mahajan wrote: >> Hello Kenneth, >> >> Thanks a lot. I tried that and it worked. But is there a way to allow a >> few unprivilged users access to a queue and leave the others. For >> Example: >> If i have user A, B and C, can i allow access to only User A and >> restrict >> B & C from accessing information in a queue. >> >> Regards, >> >> Arun Mahajan >> >>> Arun, >>> >>> >>> Try removing the "CreateTicket" right from the global >>> "unprivileged" >>> and put it in the "unprivileged" of just the queues you want it in. >>> That >>> way, "unprivileged" will not be able to create any tickets in those >>> queues that do not allow that right. >>> >>> >>> Kenn >>> LBNL >>> >>> On 11/2/2007 10:50 AM, Arun Mahajan wrote: >>>> Hi, >>>> >>>> I'm new to request tracker and have been trying to configure it for my >>>> organization. Can anybody tell me if there's a way to create groups >>>> for >>>> unprivilged users. Currently, all the unprivileged users that i have >>>> created are part of one single group "Unprivileged". This doesn't >>>> allow >>>> me >>>> to restrict a few of the unprivileged users from creating tickets in >>>> certain queues. >>>> >>>> Regards, >>>> >>>> Arun Mahajan >>>> >>>> >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>> >>>> If you sign up for a new RT support contract before December 31, we'll >>>> take >>>> up to 20 percent off the price. This sale won't last long, so get in >>>> touch today. >>>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>>> >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Janine at ethicalproperty.co.uk Mon Nov 5 13:13:52 2007 From: Janine at ethicalproperty.co.uk (Janine Woodward) Date: Mon, 5 Nov 2007 18:13:52 -0000 Subject: [rt-users] Help with creating queries to monitor response times Message-ID: Hi All, I am having a bit of trouble creating & using queries within our RTFM in order to monitor response times to tickets. 1. I need to create the following queries & am not sure how to? - The time between a call initially coming in and being assigned to a specific staff member - The time between call coming in and being responded to (via a comment/email reply the staff member adds). It's important for our job that clients get a personal response within 8 hours. 2. I would like a report to be created & emailed to me each day outlining tickets that have been worked on or closed. Is this possible? 3. When I create other bespoke queries, even when I change the fields I wish to view to custom fields we have created, when I export the query to a csv file, the only fields I can view are the 'default' fields which are set within the RTFM. Why is this and how can I change it? Any advice that you can give would be gratefully appreciated! If you need further information on our exact setup, please feel free to email me off list. Janine Janine Woodward, Head of IT, The Ethical PROPERTY Company Registered Office 2nd Floor - 9 Park End St - Oxford - OX1 1HH - UK Registered No: 02961327 Tel: 01865 207813 - Fax: 01856 201301 www.ethicalproperty.co.uk -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Nov 5 13:15:17 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 05 Nov 2007 10:15:17 -0800 Subject: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface] In-Reply-To: <472BCCFC.30709@bestpractical.com> References: <472BCCFC.30709@bestpractical.com> Message-ID: <472F5DB5.9050002@lbl.gov> To all (including YOU Brian), I found Jesse's response to Brian's diatribe an indication of extreme patience (after all, he has had to deal with me before, he he). I went to Brian's little blog site and realized that he views himself as a really sensitive guy (several of his blogs show sincere concern for animals and the love of his life) in a world where only a few understand him and his greatness and the rest are either incredibly stupid OR they are sinister and are out to get him. HHHHHMMMMMM, does the term "manic depressive" or "split personality" mean anything in this context? Brian, you REALLY, REALLY, REALLY need to see a good counselor, get on some medication, and work on the concept that maybe, just maybe, "YOU'RE the one with the problem" even once in awhile. I admit that there are a great deal of idiots in the world (hence the concept and term "Bell Curve"), and that we live in a society that allows these "bubble heads", a term I use for most of the drivers I run into (they are only aware of the world within the tiny bubble that encircles a 3 foot diameter around them) to thrive, even to the point of making laws that protect the weaker and mediocre of our species. However, you cannot possibly be in touch with reality if you truly believe that EVERYONE around you is at fault or CAUSE of the problem. I'd advise you to "Look at yourself" to see what you are truly saying, but that would be a mistake as you already exhibit indications that you are "out of touch" with reality. In this world we work in ("computer" people), there will still be some of these "lesser" individuals you so adamantly believe you have identified as everyone else but you, however, the majority of us REALLY, REALLY, REALLY are as smart as you and believe it or not (I'm sure you won't right now until you get some help) some of us are even SMARTER than you. All you have done by sending out this incredibly "manic" vitriol is identify yourself as someone to be ignored (at best) by some and mocked as a fool by others. Whatever your intent was when you sent out your incredibly short-sighted and self-delusional comments, you FAILED!! MISERABLY!!! Jesse, you have heard me complain before (sorting queries by Custom Fields) and even though I believe I had a point or two, I am not only using your system aggressively, I highly recommend it to anyone who needs any kind of tracking/audit (history) mechanism. I've been in this computer world (we use to call it Data Processing) for several (more than 3) decades (I have written code in more than 30 languages) and the only complaint I really have is that it HAS evolved a little too fast for the documentation (and good QA testing) to keep up. But sometimes that IS the price of progress. I think you have a REALLY fine tool and it is designed so well, with it's flexibility (perl scrips, global/queue rights, etc) that I am having a blast administrating it here at my place of employment. When I retire in a few years, I hope to do a little consulting on the side helping other companies set up RT and use it like we are here. Keep up the good work and KNOW that the one guy who IS marching out of step with the rest of the group is NOT correct, even though his mom thinks so. Kenn LBNL On 11/2/2007 6:21 PM, Jesse Vincent wrote: > Way to ruin an opensource developer's evening #1. File a "bug report" > like this. > > Does anyone here happen to know 'Brian Kroger' is or why he has such a > problem interacting with an open source project like an adult? > > -j > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mwestfall at factory7.com Mon Nov 5 13:31:08 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Mon, 05 Nov 2007 13:31:08 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] Message-ID: <472F616C.3000709@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I wish someone would please help me with this relatively simple task. I bought the RT Essentials book, and the only example it has is creating a new ticket off of a straight Resolve with no conditions. Can someone please help me with this!?!?! I'm having the hardest time figuring out how to create a ticket based on the status of a Custom Field. I have two Custom Fields 1: Billable It's a select one field with values of: Yes No Covered Gratis 2: Followup It's a select one field with values of: Yes No I have the two corresponding scrips written: 1: Invoice Condition: User Defined Action: Create Tickets Template: Generate-Invoice Custom Condition: return 0 unless $trans->Type eq "Resolve"; return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ /Yes/i); return 1; return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ /Gratis/i); return 1; return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ /Covered/i); return 1; 2: Condition: User Defined: Action: Create Tickets: Template: generate-followup Custom Condition: return 0 unless $trans->Type eq "Resolve"; return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup') =~ /Yes/i); return 1; I have two corresponding templates created: 1: ===Create-Ticket: generate-invoice Queue: Accounting Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: Please generate an invoice for this customer. Billable was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} Billable hours was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} Please refer to previous ticket for more information. ENDOFCONTENT 2: ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT I then created a test ticket with Billable set to Yes and Followup to Yes, and neither ticket spawned!!! Help please!!! Thanks in advance, Matt Westfall -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHL2Fsb/8X6V5MpAURAvChAJ9qYhZYLRtY1dHQoXqNq48EXELcvACg5Wr6 rcHlWbl+i866n4Q3bimJE20= =ZK86 -----END PGP SIGNATURE----- From KFCrocker at lbl.gov Mon Nov 5 13:32:05 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 05 Nov 2007 10:32:05 -0800 Subject: [rt-users] Filtering incoming emails In-Reply-To: <472DB886.5000002@yahoo.com> References: <472DB886.5000002@yahoo.com> Message-ID: <472F61A5.6030407@lbl.gov> Mathew, We have a setup here that seems to accomplish what you are looking to do but we don't do it with all the complications you seem to be stuck with in terms of your email. We have over 50 queues for the support of various application software groups but do NOT let anyone outside those technical support groups create any tickets in them. We set up one queue to act as an "Approval" (front-end request waiting room) queue and we granted privileges for ONLY that queue to allow the creation of tickets from self-service or any number of defined groups that are NOT technical support groups. We then defined an approval group to be the only group that can approve a request ticket in that queue and move it to the appropriate support queue for work. They have a Custom Field defined that allows them and ONLY them to modify it and some scrips that evaluate that CF modification during a transaction and THAT modification will trigger any number of other modifications to "Owner", other data fields, AND send out notifications of ticket movement or promotions to the appropriate watchers/requesters/Admin people. This way, the ticket number is always the same and ALL it's history goes with it to whatever queue it ends up in. But most importantly, we can stay with the flexibility design of the RT code and NOT have to maintain a whole bunch of complicated modifications to base code or to mess with the simplicity of the email/alias functionality. This may not be your cup of tea, but for restricting requests and single-threading approvals, it certainly works for us. Hope this helps. Kenn LBNL On 11/4/2007 4:18 AM, Mathew Snyder wrote: > We are using 3.6.1 with postfix and procmail. It isn't a complicated setup but > a new configuration we're testing has an interesting "feature" which needs some > special attention. > > We have five customer-facing queues (Triage, Network, Systems, Operations and > Sales). Triage is the only one in which tickets can be created by outside > parties. The other four support correspondence but cannot have new tickets > created within by outside parties. In to facilitate this, we run a cron job > which polls our customer database and builds a procmail script listing all of > the allowed "from" addresses. Any incoming email is parsed through the script > and if allowed is then handed off to rt-mailgate. > > In the /etc/aliases file, we alias the four non-triage queues to Triage which, > again, allows new ticket creation. This serves to place all new ticket requests > in Triage as a new ticket while allowing RT to do it's thing by parsing the > subject and placing all correspondence for existing tickets in the right place. > > On the surface this is a wonderful setup. We guarantee that all new tickets are > only in the new ticket queue while all existing tickets get updated > appropriately. However, I have discovered a fault which I'm hoping the RT > Faithful can help me with. > > I have a monthly cron job which generates an email to be sent to one of the four > other queues; one of the four which doesn't allow new ticket creation. However, > the "from" address for this email is internal. The ticket that it generates is > intended to spawn three child tickets. The problem is that, since this is a new > ticket, it gets trapped in the Triage queue and isn't allowed to move on to the > queue it is intended for. > > What I need help with is finding a method that will allow this one email (or any > internal email, actually) to be allowed to bypass Triage and go directly to its > intended queue. > > I've considered not aliasing the one queue to Triage. This will lead to an > unwanted side-effect. Right now, by trapping all new ticket requests in Triage, > we are preventing the automatically generated email which confusingly states > that a person is not allowed to create a ticket. Instead, the ticket is created > in Triage and the auto-reply is sent stating this. Should I cease the aliasing, > if a person decides to send a ticket to Systems (the non-Triage queue which the > email cron job is sending to) then they will receive the reply stating that a > user could not be found or whatever the confusing reply is. I'd like to avoid this. > > So, if I haven't convoluted this yet and someone has been able to follow what > I'm trying to say, can that person help me figure out how to allow incoming, > internal emails to avoid this trap I've created? > From KFCrocker at lbl.gov Mon Nov 5 13:39:01 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 05 Nov 2007 10:39:01 -0800 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <472F616C.3000709@factory7.com> References: <472F616C.3000709@factory7.com> Message-ID: <472F6345.6090405@lbl.gov> Matt, I believe Todd already offered to help you with your code. I do not think you are going to get any better help. Kenn LBNL On 11/5/2007 10:31 AM, Matt Westfall wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I wish someone would please help me with this relatively simple task. I > bought the RT Essentials book, and the only example it has is creating a > new ticket off of a straight Resolve with no conditions. > > Can someone please help me with this!?!?! > > > I'm having the hardest time figuring out how to create a ticket based on > the status of a Custom Field. > > I have two Custom Fields > > 1: Billable > It's a select one field with values of: > Yes > No > Covered > Gratis > > 2: Followup > It's a select one field with values of: > Yes > No > > I have the two corresponding scrips written: > > 1: Invoice > > Condition: User Defined > Action: Create Tickets > Template: Generate-Invoice > > Custom Condition: > return 0 unless $trans->Type eq "Resolve"; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Yes/i); > return 1; > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Gratis/i); > return 1; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Covered/i); > return 1; > > 2: > > Condition: User Defined: > Action: Create Tickets: > Template: generate-followup > > Custom Condition: > > return 0 unless $trans->Type eq "Resolve"; > > return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup') > =~ /Yes/i); > return 1; > > > I have two corresponding templates created: > > 1: > ===Create-Ticket: generate-invoice > Queue: Accounting > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: Please generate an invoice for this customer. > Billable was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > > Billable hours was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} > Please refer to previous ticket for more information. > ENDOFCONTENT > > 2: > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > > I then created a test ticket with Billable set to Yes and Followup to > Yes, and neither ticket spawned!!! > > Help please!!! > > Thanks in advance, > Matt Westfall > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHL2Fsb/8X6V5MpAURAvChAJ9qYhZYLRtY1dHQoXqNq48EXELcvACg5Wr6 > rcHlWbl+i866n4Q3bimJE20= > =ZK86 > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From todd at chaka.net Mon Nov 5 13:44:30 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 5 Nov 2007 13:44:30 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <472F616C.3000709@factory7.com> References: <472F616C.3000709@factory7.com> Message-ID: <519782dc0711051044j6d537850o2bea30f9c1536725@mail.gmail.com> The code you posted makes no sense. It has a bunch of "return 1" statements in it so most of it will never be executed. Clean it up and post it and I'll help. ---------------- Now playing: The Decemberists - California One/Youth and Beauty Brigade http://foxytunes.com/artist/the+decemberists/track/california+one+youth+and+beauty+brigade On 11/5/07, Matt Westfall wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I wish someone would please help me with this relatively simple task. I > bought the RT Essentials book, and the only example it has is creating a > new ticket off of a straight Resolve with no conditions. > > Can someone please help me with this!?!?! > > > I'm having the hardest time figuring out how to create a ticket based on > the status of a Custom Field. > > I have two Custom Fields > > 1: Billable > It's a select one field with values of: > Yes > No > Covered > Gratis > > 2: Followup > It's a select one field with values of: > Yes > No > > I have the two corresponding scrips written: > > 1: Invoice > > Condition: User Defined > Action: Create Tickets > Template: Generate-Invoice > > Custom Condition: > return 0 unless $trans->Type eq "Resolve"; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Yes/i); > return 1; > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Gratis/i); > return 1; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Covered/i); > return 1; > > 2: > > Condition: User Defined: > Action: Create Tickets: > Template: generate-followup > > Custom Condition: > > return 0 unless $trans->Type eq "Resolve"; > > return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup') > =~ /Yes/i); > return 1; > > > I have two corresponding templates created: > > 1: > ===Create-Ticket: generate-invoice > Queue: Accounting > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: Please generate an invoice for this customer. > Billable was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > > Billable hours was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} > Please refer to previous ticket for more information. > ENDOFCONTENT > > 2: > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > > I then created a test ticket with Billable set to Yes and Followup to > Yes, and neither ticket spawned!!! > > Help please!!! > > Thanks in advance, > Matt Westfall > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHL2Fsb/8X6V5MpAURAvChAJ9qYhZYLRtY1dHQoXqNq48EXELcvACg5Wr6 > rcHlWbl+i866n4Q3bimJE20= > =ZK86 > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mwestfall at factory7.com Mon Nov 5 13:54:35 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Mon, 05 Nov 2007 13:54:35 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <519782dc0711051044j6d537850o2bea30f9c1536725@mail.gmail.com> References: <472F616C.3000709@factory7.com> <519782dc0711051044j6d537850o2bea30f9c1536725@mail.gmail.com> Message-ID: <472F66EB.80202@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 They are condition checks. Only 1 of them needs to be met. That's why they are return 1. If any of them are True, then the scrip should run the template. Todd Chapman wrote: > The code you posted makes no sense. It has a bunch of "return 1" > statements in it so most of it will never be executed. Clean it up and > post it and I'll help. > > ---------------- > Now playing: The Decemberists - California One/Youth and Beauty Brigade > http://foxytunes.com/artist/the+decemberists/track/california+one+youth+and+beauty+brigade > > On 11/5/07, Matt Westfall wrote: > I wish someone would please help me with this relatively simple task. I > bought the RT Essentials book, and the only example it has is creating a > new ticket off of a straight Resolve with no conditions. > > Can someone please help me with this!?!?! > > > I'm having the hardest time figuring out how to create a ticket based on > the status of a Custom Field. > > I have two Custom Fields > > 1: Billable > It's a select one field with values of: > Yes > No > Covered > Gratis > > 2: Followup > It's a select one field with values of: > Yes > No > > I have the two corresponding scrips written: > > 1: Invoice > > Condition: User Defined > Action: Create Tickets > Template: Generate-Invoice > > Custom Condition: > return 0 unless $trans->Type eq "Resolve"; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Yes/i); > return 1; > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Gratis/i); > return 1; > > return undef unless > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > /Covered/i); > return 1; > > 2: > > Condition: User Defined: > Action: Create Tickets: > Template: generate-followup > > Custom Condition: > > return 0 unless $trans->Type eq "Resolve"; > > return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup') > =~ /Yes/i); > return 1; > > > I have two corresponding templates created: > > 1: > ===Create-Ticket: generate-invoice > Queue: Accounting > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: Please generate an invoice for this customer. > Billable was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > > Billable hours was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} > Please refer to previous ticket for more information. > ENDOFCONTENT > > 2: > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > > I then created a test ticket with Billable set to Yes and Followup to > Yes, and neither ticket spawned!!! > > Help please!!! > > Thanks in advance, > Matt Westfall _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com >> -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHL2brb/8X6V5MpAURAg2BAJ4x/vaIuczLH5DK4dM65qAdEGfbIQCcCmwV sBQkEf2MJt5E6QGRT/nXNuE= =BO0U -----END PGP SIGNATURE----- From todd at chaka.net Mon Nov 5 14:22:18 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 5 Nov 2007 14:22:18 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <472F66EB.80202@factory7.com> References: <472F616C.3000709@factory7.com> <519782dc0711051044j6d537850o2bea30f9c1536725@mail.gmail.com> <472F66EB.80202@factory7.com> Message-ID: <519782dc0711051122v67b6e20albcf3ade159e16191@mail.gmail.com> Your code will never make it past the first "return 1". So why is the rest of it there? The code makes no logical sense! ---------------- Now playing: The Decemberists - When The War Came http://foxytunes.com/artist/the+decemberists/track/when+the+war+came On 11/5/07, Matt Westfall wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > They are condition checks. Only 1 of them needs to be met. That's why > they are return 1. If any of them are True, then the scrip should run > the template. > > Todd Chapman wrote: > > The code you posted makes no sense. It has a bunch of "return 1" > > statements in it so most of it will never be executed. Clean it up and > > post it and I'll help. > > > > ---------------- > > Now playing: The Decemberists - California One/Youth and Beauty Brigade > > http://foxytunes.com/artist/the+decemberists/track/california+one+youth+and+beauty+brigade > > > > On 11/5/07, Matt Westfall wrote: > > I wish someone would please help me with this relatively simple task. I > > bought the RT Essentials book, and the only example it has is creating a > > new ticket off of a straight Resolve with no conditions. > > > > Can someone please help me with this!?!?! > > > > > > I'm having the hardest time figuring out how to create a ticket based on > > the status of a Custom Field. > > > > I have two Custom Fields > > > > 1: Billable > > It's a select one field with values of: > > Yes > > No > > Covered > > Gratis > > > > 2: Followup > > It's a select one field with values of: > > Yes > > No > > > > I have the two corresponding scrips written: > > > > 1: Invoice > > > > Condition: User Defined > > Action: Create Tickets > > Template: Generate-Invoice > > > > Custom Condition: > > return 0 unless $trans->Type eq "Resolve"; > > > > return undef unless > > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > > /Yes/i); > > return 1; > > return undef unless > > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > > /Gratis/i); > > return 1; > > > > return undef unless > > ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ > > /Covered/i); > > return 1; > > > > 2: > > > > Condition: User Defined: > > Action: Create Tickets: > > Template: generate-followup > > > > Custom Condition: > > > > return 0 unless $trans->Type eq "Resolve"; > > > > return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup') > > =~ /Yes/i); > > return 1; > > > > > > I have two corresponding templates created: > > > > 1: > > ===Create-Ticket: generate-invoice > > Queue: Accounting > > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > > RefersTo: {$Tickets{'TOP'}->Id() } > > Content: Please generate an invoice for this customer. > > Billable was set to: > > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > > > > Billable hours was set to: > > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} > > Please refer to previous ticket for more information. > > ENDOFCONTENT > > > > 2: > > ===Create-Ticket: generate-followup > > Queue: Customer Service > > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > > RefersTo: {$Tickets{'TOP'}->Id() } > > Content: A follow up was requested on this ticket. Please refer to > > previous ticket for more information. > > ENDOFCONTENT > > > > > > I then created a test ticket with Billable set to Yes and Followup to > > Yes, and neither ticket spawned!!! > > > > Help please!!! > > > > Thanks in advance, > > Matt Westfall > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > >> > >> > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > >> > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHL2brb/8X6V5MpAURAg2BAJ4x/vaIuczLH5DK4dM65qAdEGfbIQCcCmwV > sBQkEf2MJt5E6QGRT/nXNuE= > =BO0U > -----END PGP SIGNATURE----- > From mwestfall at factory7.com Mon Nov 5 15:14:00 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Mon, 05 Nov 2007 15:14:00 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <472F7988.6020108@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 There are two TransactionObj there. So would unless ( $self->TransactionObj->Type eq "Resolved" && $self->TransactionObj->Field == FIELD_ID ) { return 0; } return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ /Yes/i; 1; The first check would 1) ensure that the ticket is being resolved && That the CustomField is Set. Then if Followup is Yes, it would then return 1? What is the purpose of self->transactionobj->Field == ####?? Should I just be checking for if it's Resolved, and if so, checking value? Thanks, Matt Tim Wilson wrote: >>>> On Mon, Nov 5, 2007 at 1:41 PM, in message <472F7200.8080507 at factory7.com>, > Matt Westfall wrote: >> -----BEGIN PGP SIGNED MESSAGE----- > >> I did see that page on the Wiki. However, I am trying to take an action >> when the ticket is resolved, and if a custom field is something. > > On this part... > > unless ( > ( $self->TransactionObj->Type eq "CustomField" > && $self->TransactionObj->Field == FIELD_ID ) > || $self->TransactionObj->Type eq "Create" > ) { > return 0; > } > > return 0 unless $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ /CUSTOM_FIELD_VALUE/i; > > 1; > > You could probaby change the TransactionObj type to "Resolved." > > -Tim > > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHL3mIb/8X6V5MpAURAjxoAKCmS78HjL9FyNLpp7HRn7pHTHpcVQCg2C0J maKJYisFKVYAeZk9dIZJXmQ= =I1eL -----END PGP SIGNATURE----- From todd at chaka.net Mon Nov 5 15:23:37 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 5 Nov 2007 15:23:37 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <472F7988.6020108@factory7.com> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> Message-ID: <519782dc0711051223q17ddee4ence4394dabc363b3a@mail.gmail.com> ---------------- Now playing: The Decemberists - Summersong http://foxytunes.com/artist/the+decemberists/track/summersong On 11/5/07, Matt Westfall wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > There are two TransactionObj there. So would > > unless ( $self->TransactionObj->Type eq "Resolved" && > $self->TransactionObj->Field == FIELD_ID ) > { return 0; } > > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > /Yes/i; > > 1; > > > The first check would 1) ensure that the ticket is being resolved && > That the CustomField is Set. > > Then if Followup is Yes, it would then return 1? > > What is the purpose of self->transactionobj->Field == ####?? > That part doesn't make sense. Get rid of it. > Should I just be checking for if it's Resolved, and if so, checking value? > Yes. > Thanks, > Matt > Tim Wilson wrote: > >>>> On Mon, Nov 5, 2007 at 1:41 PM, in message <472F7200.8080507 at factory7.com>, > > Matt Westfall wrote: > >> -----BEGIN PGP SIGNED MESSAGE----- > > > >> I did see that page on the Wiki. However, I am trying to take an action > >> when the ticket is resolved, and if a custom field is something. > > > > On this part... > > > > unless ( > > ( $self->TransactionObj->Type eq "CustomField" > > && $self->TransactionObj->Field == FIELD_ID ) > > || $self->TransactionObj->Type eq "Create" > > ) { > > return 0; > > } > > > > return 0 unless $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ /CUSTOM_FIELD_VALUE/i; > > > > 1; > > > > You could probaby change the TransactionObj type to "Resolved." > > > > -Tim > > > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHL3mIb/8X6V5MpAURAjxoAKCmS78HjL9FyNLpp7HRn7pHTHpcVQCg2C0J > maKJYisFKVYAeZk9dIZJXmQ= > =I1eL > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From twilson at buffalo.k12.mn.us Mon Nov 5 14:25:11 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Mon, 05 Nov 2007 14:25:11 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <472F7988.6020108@factory7.com> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> Message-ID: <472F27C7.F8B4.0061.0@buffalo.k12.mn.us> >>> On Mon, Nov 5, 2007 at 2:14 PM, in message <472F7988.6020108 at factory7.com>, Matt Westfall wrote: > -----BEGIN PGP SIGNED MESSAGE----- > There are two TransactionObj there. So would > > unless ( $self->TransactionObj->Type eq "Resolved" && > $self->TransactionObj->Field == FIELD_ID ) > { return 0; } > > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > /Yes/i; > > 1; > > > The first check would 1) ensure that the ticket is being resolved && > That the CustomField is Set. > > Then if Followup is Yes, it would then return 1? > > What is the purpose of self->transactionobj->Field == ####?? Check the next paragraph on the wiki for the explanation: --snip-- where FIELD_ID is the numeric ID of the particular custom field, CUSTOM_FIELD_NAME is the name of the custom field, and CUSTOM_FIELD_VALUE is the text you want to match. Get the FIELD_ID by browsing to the custom field's configuration screen in RT and looking at the URL. The end of the URL will contain the numeric ID of the custom field. --snip-- FIELD_ID is a numeric value that you need to find by inspecting the URL in the browser. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From todd at chaka.net Mon Nov 5 15:57:28 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 5 Nov 2007 15:57:28 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <472F27C7.F8B4.0061.0@buffalo.k12.mn.us> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> <472F27C7.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <519782dc0711051257m2f1adb5bqf9e47b717c41e079@mail.gmail.com> On 11/5/07, Tim Wilson wrote: > >>> On Mon, Nov 5, 2007 at 2:14 PM, in message <472F7988.6020108 at factory7.com>, > Matt Westfall wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > > > There are two TransactionObj there. So would > > > > unless ( $self->TransactionObj->Type eq "Resolved" && > > $self->TransactionObj->Field == FIELD_ID ) > > { return 0; } > > > > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > > /Yes/i; > > > > 1; > > > > > > The first check would 1) ensure that the ticket is being resolved && > > That the CustomField is Set. > > > > Then if Followup is Yes, it would then return 1? > > > > What is the purpose of self->transactionobj->Field == ####?? > > Check the next paragraph on the wiki for the explanation: > > --snip-- > where FIELD_ID is the numeric ID of the particular custom field, CUSTOM_FIELD_NAME is the name of the custom field, and CUSTOM_FIELD_VALUE is the text you want to match. Get the FIELD_ID by browsing to the custom field's configuration screen in RT and looking at the URL. The end of the URL will contain the numeric ID of the custom field. > --snip-- > > FIELD_ID is a numeric value that you need to find by inspecting the URL in the browser. > > -Tim > Tim, In this context FIELD_ID doesn't make sense. It's not set on a Resolve transaction object. -Todd > > -- > Tim Wilson, Director of Technology > Buffalo-Hanover-Montrose Schools > 214 1st Ave NE Buffalo, MN 55313 > ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Nov 5 15:58:44 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 05 Nov 2007 12:58:44 -0800 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <472F7988.6020108@factory7.com> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> Message-ID: <472F8404.6060309@lbl.gov> Matt, Make sure the stage is set to "TransactionBatch". Then, if the Custom Field is supposed to have already been modified BEFORE the transaction to resolve, you might try something like this: # condition execution on trans new status & ticket Custom Field value my $ticket = $self->TicketObj; my $trans = $self->TransactionObj; return ($trans->Type eq "Status" && $trans->NewValue eq "resolved" && $ticket->FirstCustomFieldValue('Your CF Name') eq "whatever"); If both are to happen at the same time, then try this: # condition execution on trans new status & new trans Custom Field value my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; if ($trans->Type eq 'CustomField') {my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Your CF Name"); return 0 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "whatever") { return 0 unless ($trans->Type eq "Status" && $trans->NewValue eq "resolved") } } return 0; Hope this helps. Kenn LBNL On 11/5/2007 12:14 PM, Matt Westfall wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > There are two TransactionObj there. So would > > unless ( $self->TransactionObj->Type eq "Resolved" && > $self->TransactionObj->Field == FIELD_ID ) > { return 0; } > > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > /Yes/i; > > 1; > > > The first check would 1) ensure that the ticket is being resolved && > That the CustomField is Set. > > Then if Followup is Yes, it would then return 1? > > What is the purpose of self->transactionobj->Field == ####?? > > Should I just be checking for if it's Resolved, and if so, checking value? > > Thanks, > Matt > Tim Wilson wrote: >>>>> On Mon, Nov 5, 2007 at 1:41 PM, in message <472F7200.8080507 at factory7.com>, >> Matt Westfall wrote: >>> -----BEGIN PGP SIGNED MESSAGE----- >>> I did see that page on the Wiki. However, I am trying to take an action >>> when the ticket is resolved, and if a custom field is something. >> On this part... >> >> unless ( >> ( $self->TransactionObj->Type eq "CustomField" >> && $self->TransactionObj->Field == FIELD_ID ) >> || $self->TransactionObj->Type eq "Create" >> ) { >> return 0; >> } >> >> return 0 unless $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ /CUSTOM_FIELD_VALUE/i; >> >> 1; >> >> You could probaby change the TransactionObj type to "Resolved." >> >> -Tim >> >> > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHL3mIb/8X6V5MpAURAjxoAKCmS78HjL9FyNLpp7HRn7pHTHpcVQCg2C0J > maKJYisFKVYAeZk9dIZJXmQ= > =I1eL > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From adamengel at specializedbusinesssoftware.com Mon Nov 5 17:57:21 2007 From: adamengel at specializedbusinesssoftware.com (Adam Engel) Date: Mon, 05 Nov 2007 17:57:21 -0500 Subject: [rt-users] Email Notifications not containing any information Message-ID: <472F9FD1.6070703@specializedbusinesssoftware.com> When someone resolves a ticket in RT, the only thing that is shown in the email is Your request has been resolved. This transaction appears to have no content I looked in the ticket configuration for Resolved and it says Subject: Resolved: {$Ticket->Subject} Your request has been resolved. {$Transaction->Content()} What do I need to do to get the resolution into the ticket? -Adam From KFCrocker at lbl.gov Mon Nov 5 19:57:28 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 05 Nov 2007 16:57:28 -0800 Subject: [rt-users] Email Notifications not containing any information In-Reply-To: <472F9FD1.6070703@specializedbusinesssoftware.com> References: <472F9FD1.6070703@specializedbusinesssoftware.com> Message-ID: <472FBBF8.1050503@lbl.gov> Adamengel, Not sure what it is you think you are missing. Are you looking for comments about how the ticket was resolved or notes to the requestor? These are entered at the time the "Resolved" option is selected. The person doing this needs to enter the info in the message portion at the bottom of the page. If they want the info to be included in the notification, then select that option during resolution. Hope this helps. Kenn LBNL On 11/5/2007 2:57 PM, Adam Engel wrote: > When someone resolves a ticket in RT, the only thing that is shown in > the email is > > Your request has been resolved. > This transaction appears to have no content > > I looked in the ticket configuration for Resolved and it says > > Subject: Resolved: {$Ticket->Subject} > > Your request has been resolved. > > {$Transaction->Content()} > > > What do I need to do to get the resolution into the ticket? > > -Adam > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From schamane at fam.tuwien.ac.at Tue Nov 6 05:30:03 2007 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Tue, 6 Nov 2007 11:30:03 +0100 (CET) Subject: [rt-users] Message/RFC822 CCs in templates? [FAM-RT #828] Message-ID: Dear fellow RT users, Speaking of CCs, Reply-To-All, and the unavoidable troubles they cause ;) I am still looking for a way to reference a message's CC: header within templates. How can this be done? For the time being I created a wrapping mail alias which adds the text "[This message was additionally CC'ed to: $MATCH]" (by means of procmail) in front of a message's body in case a CC header was found. But, of course, this is a really dirty solution which might even break some messages :( The problem is of course that the CC header does not show up in outgoing messages. But I could live with this if I could reference the CCs in templates. Any help is much welcome. -- -- Andreas From kbensch at fullnet.co.uk Tue Nov 6 07:01:33 2007 From: kbensch at fullnet.co.uk (Kobus Bensch) Date: Tue, 6 Nov 2007 12:01:33 -0000 Subject: [rt-users] Unowned Tickets list In-Reply-To: <472BA297.2030109@lbl.gov> References: <472B302F.5000608@fullnet.co.uk> <472BA297.2030109@lbl.gov> Message-ID: <001801c8206c$c6874610$5395d230$@co.uk> Hi Kenn Thank you, your advise was spot on. Kobus -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: 02 November 2007 22:20 To: Kobus Bensch Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unowned Tickets list Kobus, From what you've listed, it looks like anyone in this group SHOULD be able to see all unowned tickets, at least in queue comp1. I didn't see the right to modify listed so I assume you have granted that right globally to the role "owners". I would think that the key to "seeing" unowned tickets in a queue is having the rights "TakeTicket", "StealTicket", and "OwnTIcket" for that queue either individually or thru group rights. Also, if those rights are granted globally to "Privileged" or "Everyone". If those rights are granted to any roles globally or for a queue and someone is in one of those roles then that will also allow them to see unowned tickets in a queue. I might be wrong, but that's how it seems to work for us. Kenn LBNL On 11/2/2007 7:11 AM, Kobus Bensch wrote: > Hi > > I saw an email from an RT user regarding unowned tickets. I have a > similar problem where it appears all users see all unowned tickets. And > search I may I am unable to find the correct combination of rights to > prevent this except for the users belonging to all groups. > > I have the following setup: > > User A belongs to group A. Queue Comp1 has group a as membership with > the following rights for the group and the queue: > Queue group rights > > > Current rights > > /(Check box to revoke right)/ > CommentOnTicket > CreateTicket > OwnTicket > ReplyToTicket > SeeQueue > StealTicket > TakeTicket > Watch > > Group rights > > > Current rights > > /(Check box to revoke right)/ > SeeGroup > > Can you perhaps let em know where I am going wrong. > > Thanks in advance > > Kobus > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ktrujill at puc.cl Tue Nov 6 08:54:39 2007 From: ktrujill at puc.cl (Karen Trujillo Quintanilla) Date: Tue, 06 Nov 2007 10:54:39 -0300 Subject: [rt-users] Comment duplicates Message-ID: <4730721F.60406@puc.cl> Hello, I have a problem when users reply I receive two e-mails with the same answer, and if I go to the aplication this is record as in the tickets Correspondence aggregate Comments aggregates I hope they can help me bye From KFCrocker at lbl.gov Tue Nov 6 12:01:34 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 06 Nov 2007 09:01:34 -0800 Subject: [rt-users] Comment duplicates In-Reply-To: <4730721F.60406@puc.cl> References: <4730721F.60406@puc.cl> Message-ID: <47309DEE.1030503@lbl.gov> Karen, It could be that your id is associated with that ticket either thru one or more roles (globally or by queue) and/or one or more groups. This can also happen if your Id is listed as a "ticket" cc and also in a related role that gets notifications. I would take a look at the roles you have associated with that queue or globally and also what groups you are in and if you were ALSO listed as a ticket CC in some way. For example, if you are the AdminCc for that queue and for the ticket also listed as a cc. Also, check the notifications that are set up. You MUST be associated in some way (or more correctly, two ways) with the recipients specified with that notification. Hoop this helps. Kenn LBNL On 11/6/2007 5:54 AM, Karen Trujillo Quintanilla wrote: > Hello, > > I have a problem when users reply I receive two e-mails with the same > answer, and if I go to the aplication this is record as in the tickets > > Correspondence aggregate > Comments aggregates > > I hope they can help me > > bye > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From dmh at ngat.com Tue Nov 6 12:21:25 2007 From: dmh at ngat.com (Dorothea Muecke-Herzberg) Date: Tue, 6 Nov 2007 17:21:25 +0000 Subject: [rt-users] custom field resets to previous value after scrip runs Message-ID: Hi, I've got some strange behaviour here. I have a scrip that changes the value of custom field ReleasePhase to "07_Signoff" and the ticket status to "resovled" when a different custom field is set to "completed". Strangely, after the changes have gone through (and can be traced in the ticket history), in the last transaction the custom field "ReleasePhase" gets changed back to "05_Implementing": # Tue Nov 06 17:16:01 2007 dmueckeherzberg - ReleasePhase 07_SignOff changed to 05_Implementing # Tue Nov 06 17:16:01 2007 RT_System - Outgoing email recorded [Show] # Tue Nov 06 17:15:59 2007 RT_System - Outgoing email recorded [Show] # Tue Nov 06 17:15:59 2007 RT_System - Status changed from 'open' to 'resolved' # Tue Nov 06 17:15:58 2007 RT_System - ReleasePhase 05_Implementing changed to 07_SignOff # Tue Nov 06 17:15:58 2007 dmueckeherzberg - RolloutOnFTN Completed added Here is my scrip: custom condition: #only act if subject has "RolloutFT." and new custom field value is "Complete" # my $CFvalue = 'Completed'; unless ($self->TicketObj->Subject =~ /^RolloutFT.:/i) {return 0;} unless ($self->TransactionObj->Type eq "CustomField" ) {return 0;} unless ($self->TransactionObj->NewValue eq $CFvalue ) {return 0;} return 1; custom prep code: return 1; custom cleanup code: my $CFName = 'ReleasePhase'; my $EndValue = '07_SignOff'; my $RecTransaction = 1; ### setting custom field $CFName to $EndValue my $QueueObj = $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser ); $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); unless( $CFObj->id ) { $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => 0 ); unless( $CFObj->id ) { $RT::Logger->warning("custom field '$CFName' isn't global or defined for queue '". $QueueObj->Name ."'"); return undef; } } { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFObj->id, Value => $EndValue, RecordTransaction => $RecTransaction ); unless( $st ) { $RT::Logger->warning( "Couldn't set $EndValue as value for CF $CFName:". $msg ); return undef; } } return 1; Any ideas what is going on? Thank you Doro From gleduc at mail.sdsu.edu Tue Nov 6 13:15:41 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 06 Nov 2007 10:15:41 -0800 Subject: [rt-users] custom field resets to previous value after scrip runs In-Reply-To: References: Message-ID: <6.2.1.2.2.20071106092939.02664fb8@mail.sdsu.edu> Hi Doro, I had a similar issue and I never quite figured out why it was happening. I was able to eventually trick the system into letting me make the change stick. My scrip was triggered when a user resolved a ticket via the web gui. The scrip changed the ticket owner to the current user if it was Nobody and then triggered some other stuff. Although the ownership change showed up in the transactions table and was logged in the logs, the ticket ended up with the original owner (Nobody). What I finally did was to create another scrip to undo the undo that RT was doing. It triggered if the owner got changed to a system user and the status was resolved. When triggered, it just changed the owner back to the transaction's oldvalue and everything ended up as it should. I have some guesses as to why RT flipped the owner back to Nobody, but they're mostly conjecture or conspiracy theory. You should be able to modify my scrip to undo the unwanted reversion of your CF. Here's the scrip I use to redo what RT undid. Condition: { ### True if resolved and ticket 'given' to system acct <= 12 my $MyName = "Scrip DNS:45:Condition (Revert Owner)"; my $Transaction = $self->TransactionObj; my $Ticket = $self->TicketObj; my $highest_system_user = 12; my $val = $Transaction->Type eq 'Give' && $Transaction->Field eq 'Owner' && $Transaction->NewValue <= $highest_system_user && $Ticket->Status eq 'resolved'; $RT::Logger->debug("$MyName (" . $Transaction->Id . ") condition is " . ($val ? "True" : "False")); return $val; } Prep code: return 1; Cleanup code: ### Undo RT's meddling change, set owner back to original my $MyName = "Scrip DNS:45:Cleanup (Revert Owner)"; my $Transaction = $self->TransactionObj; my $Ticket = $self->TicketObj; my $oldowner = $Transaction->OldValue; $Ticket->_Set(Field=>'Owner', Value=>$oldowner, RecordTransaction=>0); My best guess is that after all of your transactions run, RT looks at the values that were passed from the web form and compares them to the ticket values and then makes whatever changes are needed. But this doesn't seem to hold up under all conditions, so who knows? Regards, Gene At 09:21 AM 11/6/2007, Dorothea Muecke-Herzberg wrote: >Hi, > >I've got some strange behaviour here. I have a scrip that changes the >value of custom field >ReleasePhase to "07_Signoff" and the ticket status to "resovled" when >a different custom field is >set to "completed". >Strangely, after the changes have gone through (and can be traced in >the ticket history), >in the last transaction the custom field "ReleasePhase" gets changed >back to "05_Implementing": > ># Tue Nov 06 17:16:01 2007 dmueckeherzberg - ReleasePhase >07_SignOff changed to 05_Implementing ># Tue Nov 06 17:16:01 2007 RT_System - Outgoing email >recorded [Show] ># Tue Nov 06 17:15:59 2007 RT_System - Outgoing email >recorded [Show] ># Tue Nov 06 17:15:59 2007 RT_System - Status changed from 'open' >to 'resolved' ># Tue Nov 06 17:15:58 2007 RT_System - ReleasePhase >05_Implementing changed to 07_SignOff ># Tue Nov 06 17:15:58 2007 dmueckeherzberg - RolloutOnFTN >Completed added > > >Here is my scrip: > >custom condition: >#only act if subject has "RolloutFT." and new custom field value is "Complete" ># >my $CFvalue = 'Completed'; >unless ($self->TicketObj->Subject =~ /^RolloutFT.:/i) {return 0;} >unless ($self->TransactionObj->Type eq "CustomField" ) {return 0;} >unless ($self->TransactionObj->NewValue eq $CFvalue ) {return 0;} >return 1; > >custom prep code: >return 1; > >custom cleanup code: >my $CFName = 'ReleasePhase'; >my $EndValue = '07_SignOff'; >my $RecTransaction = 1; >### setting custom field $CFName to $EndValue >my $QueueObj = $self->TicketObj->QueueObj; >my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser ); >$CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); >unless( $CFObj->id ) { > $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => 0 ); > unless( $CFObj->id ) { > $RT::Logger->warning("custom field '$CFName' isn't global or >defined for queue '". $QueueObj->Name ."'"); > return undef; > } >} >{ > my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( > Field => $CFObj->id, > Value => $EndValue, > RecordTransaction => >$RecTransaction ); > unless( $st ) { > $RT::Logger->warning( "Couldn't set $EndValue as value for CF >$CFName:". $msg ); > return undef; > } > } >return 1; > >Any ideas what is going on? > >Thank you > >Doro -- Gene LeDuc, GSEC Security Analyst San Diego State University From adamengel at specializedbusinesssoftware.com Tue Nov 6 15:41:25 2007 From: adamengel at specializedbusinesssoftware.com (Adam Engel) Date: Tue, 06 Nov 2007 15:41:25 -0500 Subject: [rt-users] Email Notifications not containing any information In-Reply-To: <472FBBF8.1050503@lbl.gov> References: <472F9FD1.6070703@specializedbusinesssoftware.com> <472FBBF8.1050503@lbl.gov> Message-ID: <4730D175.3010601@specializedbusinesssoftware.com> Thanks for the response, let me clarify a bit more. When a user resolves a ticket and enters in information in the message box on the resolve screen, the email that is received just says: Your request has been resolved. This transaction appears to have no content I tested this out by resolving a ticket that was open, and entering information into the message box clicking 'update ticket' and then waiting for the email. I do not see an option to include the text in the notification. My steps for resolving a ticket: 1. Select ticket in personal queue. 2. Click 'Resolve' from the menu 3. Enter in my message 4. Click 'Update Ticket' Once I am brought back to the ticket details page, I see "message recorded" and then the status change from open to resolved. If I include my email address in the CC section, I get an email that has the message I entered but in the 'official' ticket resolution email, it says This transaction appears to have no content. I hope that clears what I am seeing. -Adam Kenneth Crocker wrote: > Adamengel, > > > Not sure what it is you think you are missing. Are you looking for > comments about how the ticket was resolved or notes to the requestor? > These are entered at the time the "Resolved" option is selected. The > person doing this needs to enter the info in the message portion at > the bottom of the page. If they want the info to be included in the > notification, then select that option during resolution. Hope this helps. > > Kenn > LBNL > > On 11/5/2007 2:57 PM, Adam Engel wrote: >> When someone resolves a ticket in RT, the only thing that is shown in >> the email is >> >> Your request has been resolved. >> This transaction appears to have no content >> >> I looked in the ticket configuration for Resolved and it says >> >> Subject: Resolved: {$Ticket->Subject} >> >> Your request has been resolved. >> >> {$Transaction->Content()} >> >> >> What do I need to do to get the resolution into the ticket? >> >> -Adam >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, >> we'll take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. Email us at sales at bestpractical.com or call us at +1 >> 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > -- *Adam Engel* Specialized Business Software IT Manager 440.542.9145 adamengel at specializedbusinesssoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Nov 6 15:51:04 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 06 Nov 2007 12:51:04 -0800 Subject: [rt-users] custom field resets to previous value after scrip runs In-Reply-To: References: Message-ID: <4730D3B8.5080006@lbl.gov> Dorothea, This happened to us alot until we change the stage to "TransactionBatch". Now they all work, all CF's stay modified and all is well. Hope this helps. Kenn LBNL On 11/6/2007 9:21 AM, Dorothea Muecke-Herzberg wrote: > Hi, > > I've got some strange behaviour here. I have a scrip that changes the > value of custom field > ReleasePhase to "07_Signoff" and the ticket status to "resovled" when > a different custom field is > set to "completed". > Strangely, after the changes have gone through (and can be traced in > the ticket history), > in the last transaction the custom field "ReleasePhase" gets changed > back to "05_Implementing": > > # Tue Nov 06 17:16:01 2007 dmueckeherzberg - ReleasePhase > 07_SignOff changed to 05_Implementing > # Tue Nov 06 17:16:01 2007 RT_System - Outgoing email recorded [Show] > # Tue Nov 06 17:15:59 2007 RT_System - Outgoing email recorded [Show] > # Tue Nov 06 17:15:59 2007 RT_System - Status changed from 'open' > to 'resolved' > # Tue Nov 06 17:15:58 2007 RT_System - ReleasePhase > 05_Implementing changed to 07_SignOff > # Tue Nov 06 17:15:58 2007 dmueckeherzberg - RolloutOnFTN Completed added > > > Here is my scrip: > > custom condition: > #only act if subject has "RolloutFT." and new custom field value is "Complete" > # > my $CFvalue = 'Completed'; > unless ($self->TicketObj->Subject =~ /^RolloutFT.:/i) {return 0;} > unless ($self->TransactionObj->Type eq "CustomField" ) {return 0;} > unless ($self->TransactionObj->NewValue eq $CFvalue ) {return 0;} > return 1; > > custom prep code: > return 1; > > custom cleanup code: > my $CFName = 'ReleasePhase'; > my $EndValue = '07_SignOff'; > my $RecTransaction = 1; > ### setting custom field $CFName to $EndValue > my $QueueObj = $self->TicketObj->QueueObj; > my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser ); > $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); > unless( $CFObj->id ) { > $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => 0 ); > unless( $CFObj->id ) { > $RT::Logger->warning("custom field '$CFName' isn't global or > defined for queue '". $QueueObj->Name ."'"); > return undef; > } > } > { > my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( > Field => $CFObj->id, > Value => $EndValue, > RecordTransaction => > $RecTransaction ); > unless( $st ) { > $RT::Logger->warning( "Couldn't set $EndValue as value for CF > $CFName:". $msg ); > return undef; > } > } > return 1; > > Any ideas what is going on? > > Thank you > > Doro > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Tue Nov 6 15:58:47 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 06 Nov 2007 12:58:47 -0800 Subject: [rt-users] Email Notifications not containing any information In-Reply-To: <4730D175.3010601@specializedbusinesssoftware.com> References: <472F9FD1.6070703@specializedbusinesssoftware.com> <472FBBF8.1050503@lbl.gov> <4730D175.3010601@specializedbusinesssoftware.com> Message-ID: <4730D587.40803@lbl.gov> Adamengel, As I mentioned in my last response ("If they want the info to be included in the notification, then select that option during resolution"), there is a drop-down tab called "Update Type". That's what I meant by "option". That drop-down offers two choices: 1) Comments (NOT sent to requestor) - (the emphasis here is NOT) and it means that WHATEVER you write will NOT be included in the E_mail. 2) Reply to Requestors - Whatever you write WILL be included in the E_mail. How is this set when you resolve a ticket? Kenn LBNL On 11/6/2007 12:41 PM, Adam Engel wrote: > Thanks for the response, let me clarify a bit more. > > When a user resolves a ticket and enters in information in the message > box on the resolve screen, the email that is received just says: > > Your request has been resolved. > > This transaction appears to have no content > > > I tested this out by resolving a ticket that was open, and entering > information into the message box clicking 'update ticket' and then > waiting for the email. I do not see an option to include the text in the > notification. > > My steps for resolving a ticket: > > 1. Select ticket in personal queue. > 2. Click 'Resolve' from the menu > 3. Enter in my message > 4. Click 'Update Ticket' > > Once I am brought back to the ticket details page, I see "message > recorded" and then the status change from open to resolved. > > If I include my email address in the CC section, I get an email that has > the message I entered but in the 'official' ticket resolution email, it > says This transaction appears to have no content. > > > I hope that clears what I am seeing. > > -Adam > > Kenneth Crocker wrote: >> Adamengel, >> >> >> Not sure what it is you think you are missing. Are you looking for >> comments about how the ticket was resolved or notes to the requestor? >> These are entered at the time the "Resolved" option is selected. The >> person doing this needs to enter the info in the message portion at >> the bottom of the page. If they want the info to be included in the >> notification, then select that option during resolution. Hope this helps. >> >> Kenn >> LBNL >> >> On 11/5/2007 2:57 PM, Adam Engel wrote: >>> When someone resolves a ticket in RT, the only thing that is shown in >>> the email is >>> >>> Your request has been resolved. >>> This transaction appears to have no content >>> >>> I looked in the ticket configuration for Resolved and it says >>> >>> Subject: Resolved: {$Ticket->Subject} >>> >>> Your request has been resolved. >>> >>> {$Transaction->Content()} >>> >>> >>> What do I need to do to get the resolution into the ticket? >>> >>> -Adam >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, >>> we'll take >>> up to 20 percent off the price. This sale won't last long, so get in >>> touch today. Email us at sales at bestpractical.com or call us at +1 >>> 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> > > -- > > *Adam Engel* > Specialized Business Software > IT Manager > 440.542.9145 > adamengel at specializedbusinesssoftware.com From mwestfall at factory7.com Tue Nov 6 16:36:22 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Tue, 06 Nov 2007 16:36:22 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <519782dc0711051223q17ddee4ence4394dabc363b3a@mail.gmail.com> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> <519782dc0711051223q17ddee4ence4394dabc363b3a@mail.gmail.com> Message-ID: <4730DE56.8020605@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 OK For my scrip I have: Condition: User Defined Action: Create Tickets Template: Create-Followup Stage: Transaction Create User Condition is: return 0 unless $self->TransactionObj->Type eq "Resolved" return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ /Yes/i; 1; My Template is: ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT And still no joy :( :( Todd Chapman wrote: > ---------------- > Now playing: The Decemberists - Summersong > http://foxytunes.com/artist/the+decemberists/track/summersong > > On 11/5/07, Matt Westfall wrote: > There are two TransactionObj there. So would > > unless ( $self->TransactionObj->Type eq "Resolved" && > $self->TransactionObj->Field == FIELD_ID ) > { return 0; } > > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > /Yes/i; > > 1; > > > The first check would 1) ensure that the ticket is being resolved && > That the CustomField is Set. > > Then if Followup is Yes, it would then return 1? > > What is the purpose of self->transactionobj->Field == ####?? > > >> That part doesn't make sense. Get rid of it. > > Should I just be checking for if it's Resolved, and if so, checking value? > > >> Yes. > > Thanks, > Matt > Tim Wilson wrote: >>>>>>> On Mon, Nov 5, 2007 at 1:41 PM, in message <472F7200.8080507 at factory7.com>, >>>> Matt Westfall wrote: >>>>> -----BEGIN PGP SIGNED MESSAGE----- >>>>> I did see that page on the Wiki. However, I am trying to take an action >>>>> when the ticket is resolved, and if a custom field is something. >>>> On this part... >>>> >>>> unless ( >>>> ( $self->TransactionObj->Type eq "CustomField" >>>> && $self->TransactionObj->Field == FIELD_ID ) >>>> || $self->TransactionObj->Type eq "Create" >>>> ) { >>>> return 0; >>>> } >>>> >>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ /CUSTOM_FIELD_VALUE/i; >>>> >>>> 1; >>>> >>>> You could probaby change the TransactionObj type to "Resolved." >>>> >>>> -Tim >>>> >>>> _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com >> -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHMN5Wb/8X6V5MpAURAp7cAJ4mzlzgIe/UVUvP7V88BIbElfSGowCeLc4X RHArR81UgN9lNK0pajMszdY= =TPtD -----END PGP SIGNATURE----- From theillien at yahoo.com Tue Nov 6 18:04:56 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 06 Nov 2007 18:04:56 -0500 Subject: [rt-users] One Performance problem identified Message-ID: <4730F318.4080806@yahoo.com> The sessions table is a mess (well, *was* a mess). Why this doesn't get cleaned out regularly by RT is beyond me. That said, we had more than 21000 records in there. I ran "DELETE * FROM sessions WHERE LastUpdated < (now() - INTERVAL 24 HOUR)" as is laid out in the wiki-page for clearing sessions. This cleaned out the table but, it still takes too long to load a ticket. Looking at the slow queries log I see # Time: 071106 17:56:13 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-d279953494e7dcbbaca2e566a94002f2', 3600); Why is it taking so long to get a lock on a table? I know it isn't taking forever to actually query the database because the page loaded almost immediately after the above query completed. We're using InnoDB as opposed to MyISAM. Might that have something to do with it? Any thoughts on this? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From jesse at bestpractical.com Tue Nov 6 18:27:19 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Nov 2007 18:27:19 -0500 Subject: [rt-users] One Performance problem identified In-Reply-To: <4730F318.4080806@yahoo.com> References: <4730F318.4080806@yahoo.com> Message-ID: <20071106232719.GE20484@bestpractical.com> > SELECT GET_LOCK('Apache-Session-d279953494e7dcbbaca2e566a94002f2', 3600); > > Why is it taking so long to get a lock on a table? I know it isn't taking It's not a table lock. it's a session lock. As in Apache::Session lcoking that row for the duration of an HTTP request. > forever to actually query the database because the page loaded almost > immediately after the above query completed. We're using InnoDB as opposed to > MyISAM. Might that have something to do with it? > > Any thoughts on this? > > Mathew > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From theillien at yahoo.com Tue Nov 6 19:57:09 2007 From: theillien at yahoo.com (Mathew) Date: Tue, 06 Nov 2007 19:57:09 -0500 Subject: [rt-users] One Performance problem identified In-Reply-To: <20071106232719.GE20484@bestpractical.com> References: <4730F318.4080806@yahoo.com> <20071106232719.GE20484@bestpractical.com> Message-ID: <47310D65.4050407@yahoo.com> Keep up with my goings on at http://theillien.blogspot.com Jesse Vincent wrote: >> SELECT GET_LOCK('Apache-Session-d279953494e7dcbbaca2e566a94002f2', 3600); >> >> Why is it taking so long to get a lock on a table? I know it isn't taking > > It's not a table lock. it's a session lock. As in Apache::Session > lcoking that row for the duration of an HTTP request. > So what you're saying is that the query actually *is* taking that long? > >> forever to actually query the database because the page loaded almost >> immediately after the above query completed. We're using InnoDB as opposed to >> MyISAM. Might that have something to do with it? >> >> Any thoughts on this? >> >> Mathew >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From ruz at bestpractical.com Tue Nov 6 20:09:45 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 7 Nov 2007 04:09:45 +0300 Subject: [rt-users] One Performance problem identified In-Reply-To: <4730F318.4080806@yahoo.com> References: <4730F318.4080806@yahoo.com> Message-ID: <589c94400711061709l2bb61281w8fbcc0979706091a@mail.gmail.com> One possible reason is previous lock that is there from another request, so you really have to look for other slow queries that take too much time so users don't wait and click on links or restart requests. On 11/7/07, Mathew Snyder wrote: > The sessions table is a mess (well, *was* a mess). Why this doesn't get cleaned > out regularly by RT is beyond me. That said, we had more than 21000 records in > there. I ran "DELETE * FROM sessions WHERE LastUpdated < (now() - INTERVAL 24 > HOUR)" as is laid out in the wiki-page for clearing sessions. This cleaned out > the table but, it still takes too long to load a ticket. Looking at the slow > queries log I see > > # Time: 071106 17:56:13 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-d279953494e7dcbbaca2e566a94002f2', 3600); > > Why is it taking so long to get a lock on a table? I know it isn't taking > forever to actually query the database because the page loaded almost > immediately after the above query completed. We're using InnoDB as opposed to > MyISAM. Might that have something to do with it? > > Any thoughts on this? > > Mathew > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From theillien at yahoo.com Tue Nov 6 20:17:15 2007 From: theillien at yahoo.com (Mathew) Date: Tue, 06 Nov 2007 20:17:15 -0500 Subject: [rt-users] One Performance problem identified In-Reply-To: <589c94400711061709l2bb61281w8fbcc0979706091a@mail.gmail.com> References: <4730F318.4080806@yahoo.com> <589c94400711061709l2bb61281w8fbcc0979706091a@mail.gmail.com> Message-ID: <4731121B.5030707@yahoo.com> But the slow query log only lists the "SELECT GET_LOCK..." queries. How do I get to the underlying query? Keep up with my goings on at http://theillien.blogspot.com Ruslan Zakirov wrote: > One possible reason is previous lock that is there from another > request, so you really have to look for other slow queries that take > too much time so users don't wait and click on links or restart > requests. > > On 11/7/07, Mathew Snyder wrote: >> The sessions table is a mess (well, *was* a mess). Why this doesn't get cleaned >> out regularly by RT is beyond me. That said, we had more than 21000 records in >> there. I ran "DELETE * FROM sessions WHERE LastUpdated < (now() - INTERVAL 24 >> HOUR)" as is laid out in the wiki-page for clearing sessions. This cleaned out >> the table but, it still takes too long to load a ticket. Looking at the slow >> queries log I see >> >> # Time: 071106 17:56:13 >> # User at Host: rt_user[rt_user] @ localhost [] >> # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 >> SELECT GET_LOCK('Apache-Session-d279953494e7dcbbaca2e566a94002f2', 3600); >> >> Why is it taking so long to get a lock on a table? I know it isn't taking >> forever to actually query the database because the page loaded almost >> immediately after the above query completed. We're using InnoDB as opposed to >> MyISAM. Might that have something to do with it? >> >> Any thoughts on this? >> >> Mathew >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From ruz at bestpractical.com Tue Nov 6 20:56:12 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 7 Nov 2007 04:56:12 +0300 Subject: [rt-users] One Performance problem identified In-Reply-To: <4731121B.5030707@yahoo.com> References: <4730F318.4080806@yahoo.com> <589c94400711061709l2bb61281w8fbcc0979706091a@mail.gmail.com> <4731121B.5030707@yahoo.com> Message-ID: <589c94400711061756t39d17443s1b7fa2d66dd2f297@mail.gmail.com> It's possible that it's not query, but something else that don't allow server to finish a request, but user already requested something else. Oh, and that often happens when user opens many tickets at once in several tabs(windows), so his requests stick in a queue waiting for each other. On 11/7/07, Mathew wrote: > But the slow query log only lists the "SELECT GET_LOCK..." queries. How do I get to the underlying query? > > Keep up with my goings on at http://theillien.blogspot.com > > Ruslan Zakirov wrote: > > One possible reason is previous lock that is there from another > > request, so you really have to look for other slow queries that take > > too much time so users don't wait and click on links or restart > > requests. > > > > On 11/7/07, Mathew Snyder wrote: > >> The sessions table is a mess (well, *was* a mess). Why this doesn't get cleaned > >> out regularly by RT is beyond me. That said, we had more than 21000 records in > >> there. I ran "DELETE * FROM sessions WHERE LastUpdated < (now() - INTERVAL 24 > >> HOUR)" as is laid out in the wiki-page for clearing sessions. This cleaned out > >> the table but, it still takes too long to load a ticket. Looking at the slow > >> queries log I see > >> > >> # Time: 071106 17:56:13 > >> # User at Host: rt_user[rt_user] @ localhost [] > >> # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > >> SELECT GET_LOCK('Apache-Session-d279953494e7dcbbaca2e566a94002f2', 3600); > >> > >> Why is it taking so long to get a lock on a table? I know it isn't taking > >> forever to actually query the database because the page loaded almost > >> immediately after the above query completed. We're using InnoDB as opposed to > >> MyISAM. Might that have something to do with it? > >> > >> Any thoughts on this? > >> > >> Mathew > >> -- > >> Keep up with me and what I'm up to: http://theillien.blogspot.com > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > >> If you sign up for a new RT support contract before December 31, we'll take > >> up to 20 percent off the price. This sale won't last long, so get in touch today. > >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. > >> > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Wed Nov 7 05:17:48 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 7 Nov 2007 13:17:48 +0300 Subject: [rt-users] Re: Small performance improvements on displaying tickets with much text In-Reply-To: <589c94400710272132h1ac88d2dk78fe7def7048ca1a@mail.gmail.com> References: <589c94400710272132h1ac88d2dk78fe7def7048ca1a@mail.gmail.com> Message-ID: <589c94400711070217v65200adakfa116b2e62365863@mail.gmail.com> Not much feedback, but Text::Quoted 2.03 will be available from the CPAN near you soon. On 10/28/07, Ruslan Zakirov wrote: > Hi, > > Finally had some time to merge changes into Text::Quoted. Now code is > much cleaner and I tried to improve its performance a little. My tests > show that it's 1.5x faster now on middle size texts(10-30 lines with > 2-3 levels of quoting). I don't expect rendering of the tickets' > history page to be 1.5x faster, but anyway it should be faster. > > Version 2.02_01 is available from the CPAN, but it's a development > release so you have to install it manually to try: > > wget http://search.cpan.org/CPAN/authors/id/R/RU/RUZ/Text-Quoted-2.02_01.tar.gz > > tar -xzvf Text-Quoted-2.02_01.tar.gz > > cd Text-Quoted-2.02_01 > > perl Makefile.PL && make && make test > > sudo make install > stop and start web server. > > NOTE: that if there wouldn't be regressions reported during next week > then I'll release version 2.03 to the CPAN, so it's your chance to > check that everything works fine. > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From theillien at yahoo.com Wed Nov 7 06:03:25 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 07 Nov 2007 06:03:25 -0500 Subject: [rt-users] One Performance problem identified In-Reply-To: <589c94400711061756t39d17443s1b7fa2d66dd2f297@mail.gmail.com> References: <4730F318.4080806@yahoo.com> <589c94400711061709l2bb61281w8fbcc0979706091a@mail.gmail.com> <4731121B.5030707@yahoo.com> <589c94400711061756t39d17443s1b7fa2d66dd2f297@mail.gmail.com> Message-ID: <47319B7D.2050704@yahoo.com> Yeah, I've experienced that. But, this isn't related to opening multiple tickets. Primarily, it happens when opening a ticket with numerous comments/transactions, comments in which people didn't trim out the previous email thread, or large attachments. It seems that the actual query to gather up all of these separate pieces of the ticket are executing rather quickly but the lock is taking far too long. Keep up with me and what I'm up to: http://theillien.blogspot.com Ruslan Zakirov wrote: > It's possible that it's not query, but something else that don't allow > server to finish a request, but user already requested something else. > > Oh, and that often happens when user opens many tickets at once in > several tabs(windows), so his requests stick in a queue waiting for > each other. > > On 11/7/07, Mathew wrote: >> But the slow query log only lists the "SELECT GET_LOCK..." queries. How do I get to the underlying query? >> >> Keep up with my goings on at http://theillien.blogspot.com >> >> Ruslan Zakirov wrote: >>> One possible reason is previous lock that is there from another >>> request, so you really have to look for other slow queries that take >>> too much time so users don't wait and click on links or restart >>> requests. >>> >>> On 11/7/07, Mathew Snyder wrote: >>>> The sessions table is a mess (well, *was* a mess). Why this doesn't get cleaned >>>> out regularly by RT is beyond me. That said, we had more than 21000 records in >>>> there. I ran "DELETE * FROM sessions WHERE LastUpdated < (now() - INTERVAL 24 >>>> HOUR)" as is laid out in the wiki-page for clearing sessions. This cleaned out >>>> the table but, it still takes too long to load a ticket. Looking at the slow >>>> queries log I see >>>> >>>> # Time: 071106 17:56:13 >>>> # User at Host: rt_user[rt_user] @ localhost [] >>>> # Query_time: 14 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 >>>> SELECT GET_LOCK('Apache-Session-d279953494e7dcbbaca2e566a94002f2', 3600); >>>> >>>> Why is it taking so long to get a lock on a table? I know it isn't taking >>>> forever to actually query the database because the page loaded almost >>>> immediately after the above query completed. We're using InnoDB as opposed to >>>> MyISAM. Might that have something to do with it? >>>> >>>> Any thoughts on this? >>>> >>>> Mathew >>>> -- >>>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>> >>>> If you sign up for a new RT support contract before December 31, we'll take >>>> up to 20 percent off the price. This sale won't last long, so get in touch today. >>>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>>> >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From Stefan.Oeser at emendis.de Wed Nov 7 07:52:05 2007 From: Stefan.Oeser at emendis.de (Stefan Oeser - emendis GmbH) Date: Wed, 07 Nov 2007 13:52:05 +0100 Subject: [rt-users] handle tickets via Mail, but Problems with space in queue-name In-Reply-To: <20071107101957.C4AF64D81AC@diesel.bestpractical.com> References: <20071107101957.C4AF64D81AC@diesel.bestpractical.com> Message-ID: <4731B4F5.6050909@emendis.de> Hello, I've got a problem with handling tickets in queues containing spaces. Description: The mails are being fetched via fetchmail and delivered to rt-mailgate via procmail. All things work fine, but I still couldn't deliver Mails to Queuenames containing spaces. I have already searched for a solution in the web, but the most mentioned hint, to put the queue-name between single quotes behind the --queue option of rt-mailgate, doesn't work. For better understanding, my code in the .procmailrc -- SNIP: .procmailrc -- # ... setting some variables :0 { # getting action from Recipient TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for *<*\(.*\)>* *;.*$/\1/'` ACTION=`echo $TO| $HOME/get_action.pl` QUEUE=`formail -c -xSubject: | awk -F[ '{ print $2 }' | awk -F] '{ print $1 }'` # ... change something within the mailheader :0 h b w |/usr/bin/perl $RT_MAILGATE --queue "${QUEUE}" --action $ACTION --url ${RT_URL} } -- SNAP -- The procmail.log returns: -- SNIP: procmail.log -- ... procmail: Assigning "QUEUE=Queue with Spaces" ... procmail: Executing "/usr/bin/perl,/usr/local/rt3/bin/rt-mailgate,--queue,Queue with Spaces,--action,correspond,--url,http://rt.domain.com/" procmail: Assigning "LASTFOLDER=/usr/bin/perl /usr/local/rt3/bin/rt-mailgate --queue Queue with Spaces --action correspond --url http://rt.domain.com/" procmail: Notified comsat: "rt_dispatcher@:/usr/bin/perl /usr/local/rt3/bin/rt-mailgate --queue Queue with Spaces --action correspond --url http://rt.domain.com/" >From Stefan.Oeser at emendis.de Wed Nov 7 13:17:00 2007 Folder: /usr/bin/perl /usr/local/rt3/bin/rt-mailgate --queue Queue 1606 -- SNAP -- Additional Information: I'm trying to use only two mailadresses: rt at rt.domain.com and rt-comment at rt.domain.com, the Mailsubject must be written like '[Queuename #TicketID] TicketSubject' to answer a ticket and like '[Queuename] TicketSubject' to create a Ticket. I use procmail to deliver the mails into rt-mailgate and rewrite the Mailsubject. I would be very grateful for some help :) Best regards, Stefan Oeser From mario.gomide at agricultura.gov.br Wed Nov 7 08:35:23 2007 From: mario.gomide at agricultura.gov.br (Mario Gomide) Date: Wed, 07 Nov 2007 11:35:23 -0200 Subject: [rt-users] Change Combobox Type Message-ID: <4731BF1B.907@agricultura.gov.br> Hello list! I would like to know how could I change the ComboBox CustomField type to a regular drop-down, such as in Select User. I tried changing things in Widgets/Combobox and Elements/EditCustomFieldCombobox, but I don't know much of perl and RTs architecture... Any help is very welcome! Thanks! Mario Gomide From HelmuthRamirez at compupay.com Wed Nov 7 08:46:12 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 7 Nov 2007 08:46:12 -0500 Subject: [rt-users] handle tickets via Mail, but Problems with space in queue-name In-Reply-To: <4731B4F5.6050909@emendis.de> References: <20071107101957.C4AF64D81AC@diesel.bestpractical.com> <4731B4F5.6050909@emendis.de> Message-ID: <7314881427FC8A4081673E8CEEA792490627542B@EXMIAMI01.compupay.com> We use spaces in our queue names, here is an excerpt from our aliases file rttechnicalservices: "|/opt/rt3/bin/rt-mailgate --queue 'technical services' --action correspond --url http://MyUrlHere.com" rttechnicalservices-comment: "|/opt/rt3/bin/rt-mailgate --queue 'technical services' --action comment --url http://MyUrlHere.com" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stefan Oeser - emendis GmbH Sent: Wednesday, November 07, 2007 7:52 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] handle tickets via Mail,but Problems with space in queue-name Hello, I've got a problem with handling tickets in queues containing spaces. Description: The mails are being fetched via fetchmail and delivered to rt-mailgate via procmail. All things work fine, but I still couldn't deliver Mails to Queuenames containing spaces. I have already searched for a solution in the web, but the most mentioned hint, to put the queue-name between single quotes behind the --queue option of rt-mailgate, doesn't work. For better understanding, my code in the .procmailrc -- SNIP: .procmailrc -- # ... setting some variables :0 { # getting action from Recipient TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for *<*\(.*\)>* *;.*$/\1/'` ACTION=`echo $TO| $HOME/get_action.pl` QUEUE=`formail -c -xSubject: | awk -F[ '{ print $2 }' | awk -F] '{ print $1 }'` # ... change something within the mailheader :0 h b w |/usr/bin/perl $RT_MAILGATE --queue "${QUEUE}" --action $ACTION --url ${RT_URL} } -- SNAP -- The procmail.log returns: -- SNIP: procmail.log -- ... procmail: Assigning "QUEUE=Queue with Spaces" ... procmail: Executing "/usr/bin/perl,/usr/local/rt3/bin/rt-mailgate,--queue,Queue with Spaces,--action,correspond,--url,http://rt.domain.com/" procmail: Assigning "LASTFOLDER=/usr/bin/perl /usr/local/rt3/bin/rt-mailgate --queue Queue with Spaces --action correspond --url http://rt.domain.com/" procmail: Notified comsat: "rt_dispatcher@:/usr/bin/perl /usr/local/rt3/bin/rt-mailgate --queue Queue with Spaces --action correspond --url http://rt.domain.com/" >From Stefan.Oeser at emendis.de Wed Nov 7 13:17:00 2007 Folder: /usr/bin/perl /usr/local/rt3/bin/rt-mailgate --queue Queue 1606 -- SNAP -- Additional Information: I'm trying to use only two mailadresses: rt at rt.domain.com and rt-comment at rt.domain.com, the Mailsubject must be written like '[Queuename #TicketID] TicketSubject' to answer a ticket and like '[Queuename] TicketSubject' to create a Ticket. I use procmail to deliver the mails into rt-mailgate and rewrite the Mailsubject. I would be very grateful for some help :) Best regards, Stefan Oeser _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rlehmann at monzoon.net Wed Nov 7 10:58:50 2007 From: rlehmann at monzoon.net (Ruben Lehmann) Date: Wed, 7 Nov 2007 16:58:50 +0100 Subject: [rt-users] Refresh RT at a glance automatically Message-ID: Hi Is it possible to automatically refresh the "RT at a glance" site. Now I always have to set this option again when I log in. But I want this site to be refreshed every 2 min automatically without setting this option every time I log in. Thx Ruben -------------- next part -------------- An HTML attachment was scrubbed... URL: From Candelario at zoominfo.com Wed Nov 7 11:12:48 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 7 Nov 2007 11:12:48 -0500 Subject: [rt-users] 2 emails 2 different responses Message-ID: Hi, I'm fairly new to RT code structure and am having a difficult time trying to figure this out. I have created 2 separate email address, in which tickets submit perfectly into RT. What I'm trying to do is create 2 different responses according to whom the ticket is for. For example, if test1 at test.com is sent an email then they get the test1 auto response. If test2 at test.com is sent an email then they get the test2 auto response. Hopefully it's an easy thing to configure. Thanks. Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From twilson at buffalo.k12.mn.us Wed Nov 7 10:29:30 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Wed, 07 Nov 2007 10:29:30 -0500 Subject: [rt-users] 2 emails 2 different responses In-Reply-To: References: Message-ID: <4731938A.F8B4.0061.0@buffalo.k12.mn.us> >>> On Wed, Nov 7, 2007 at 10:12 AM, in message , "Candelario, Bill" wrote: > I have created 2 separate email address, in which tickets submit > perfectly into RT. What I'm trying to do is create 2 different > responses according to whom the ticket is for. > > For example, if test1 at test.com is sent an email then they get the test1 > auto response. If test2 at test.com is sent an email then they get the > test2 auto response. Hey Bill, If your two separate email addresses are feeding into separate queues in RT, then you're all set. You'll need override the global autoresponse template by creating a custom one in each of the queues. In my RT setup I have queues that serve very different purposes, and I've found that I end up using very few of the global scrips or templates. I almost always need to create a custom set for each queue in order to help create the workflow that I need. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From gleduc at mail.sdsu.edu Wed Nov 7 11:31:22 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 07 Nov 2007 08:31:22 -0800 Subject: [rt-users] 2 emails 2 different responses In-Reply-To: References: Message-ID: <6.2.1.2.2.20071107082538.0271bdb8@mail.sdsu.edu> Hi Bill, If I understand your situation correctly, you want each of your 2 queues to send a different autoreply e-mail when a ticket is created. To do that, just create a new autoreply template in each queue with the text that you want sent for that queue. A template in a queue overrides a global template of the same name, so RT will use your queue template instead of the global one. If I misunderstood your question, please clarify it. Regards, Gene At 08:12 AM 11/7/2007, Candelario, Bill wrote: >Hi, > >I'm fairly new to RT code structure and am having a difficult time trying >to figure this out. > >I have created 2 separate email address, in which tickets submit perfectly >into RT. What I'm trying to do is create 2 different responses according >to whom the ticket is for. > >For example, if test1 at test.com is sent an email >then they get the test1 auto response. If >test2 at test.com is sent an email then they get the >test2 auto response. > >Hopefully it's an easy thing to configure. > >Thanks. > >Bill -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From Candelario at zoominfo.com Wed Nov 7 11:32:53 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 7 Nov 2007 11:32:53 -0500 Subject: [rt-users] 2 emails 2 different responses In-Reply-To: <6.2.1.2.2.20071107082538.0271bdb8@mail.sdsu.edu> Message-ID: You understood correctly. I'm working on what you had suggested below. Thanks. ________________________________ From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Wednesday, November 07, 2007 11:31 AM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] 2 emails 2 different responses Hi Bill, If I understand your situation correctly, you want each of your 2 queues to send a different autoreply e-mail when a ticket is created. To do that, just create a new autoreply template in each queue with the text that you want sent for that queue. A template in a queue overrides a global template of the same name, so RT will use your queue template instead of the global one. If I misunderstood your question, please clarify it. Regards, Gene At 08:12 AM 11/7/2007, Candelario, Bill wrote: Hi, I'm fairly new to RT code structure and am having a difficult time trying to figure this out. I have created 2 separate email address, in which tickets submit perfectly into RT. What I'm trying to do is create 2 different responses according to whom the ticket is for. For example, if test1 at test.com is sent an email then they get the test1 auto response. If test2 at test.com is sent an email then they get the test2 auto response. Hopefully it's an easy thing to configure. Thanks. Bill -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Wed Nov 7 11:44:00 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 07 Nov 2007 11:44:00 -0500 Subject: [rt-users] One Performance problem identified In-Reply-To: <20071106232719.GE20484@bestpractical.com> References: <4730F318.4080806@yahoo.com> <20071106232719.GE20484@bestpractical.com> Message-ID: <4731EB50.5010401@yahoo.com> Question: As I stated before, our tables are using InnoDB. No particular reason, just the default which wasn't changed. If I use the InnoDB specific file (my-innodb-heavy-4G.cnf) located in /usr/share/doc/mysql-server-xx and restart the server, I lose everything when I refresh my screen. I can no longer access RT at a glance. Instead, it appears that I'm dumped to the self-service screen. How can I change mysqld to use this .cnf without breaking RT? Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: >> SELECT GET_LOCK('Apache-Session-d279953494e7dcbbaca2e566a94002f2', 3600); >> >> Why is it taking so long to get a lock on a table? I know it isn't taking > > It's not a table lock. it's a session lock. As in Apache::Session > lcoking that row for the duration of an HTTP request. > > >> forever to actually query the database because the page loaded almost >> immediately after the above query completed. We're using InnoDB as opposed to >> MyISAM. Might that have something to do with it? >> >> Any thoughts on this? >> >> Mathew >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From linedancer at gmail.com Wed Nov 7 12:15:07 2007 From: linedancer at gmail.com (Gary Holmes) Date: Wed, 7 Nov 2007 17:15:07 +0000 Subject: [rt-users] Mailgate: Could not record email: Could not load a valid user Message-ID: Hi, I'm coming back to RT after an extended break. Installed RT 3.6.5 on Ubuntu 7.10 server. Web interface up OK. Can create tickets there. Mailgate fails with this error: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) We want to use RT for external customers, so the mailgate is key. Any ideas? Thanks, Gary From jmoseley at corp.xanadoo.com Wed Nov 7 12:19:35 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 7 Nov 2007 11:19:35 -0600 Subject: [rt-users] Mailgate: Could not record email: Could not load a valid user In-Reply-To: Message-ID: For external users to open tickets for a given queue via email, you've got to set the group permissions on that queue so that the group 'everyone' has the right to create tickets. James Moseley "Gary Holmes" To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Mailgate: Could not record email: Could not load a 11/07/2007 11:15 valid user AM Hi, I'm coming back to RT after an extended break. Installed RT 3.6.5 on Ubuntu 7.10 server. Web interface up OK. Can create tickets there. Mailgate fails with this error: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) We want to use RT for external customers, so the mailgate is key. Any ideas? Thanks, Gary _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Nov 7 12:21:48 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 07 Nov 2007 09:21:48 -0800 Subject: [rt-users] 2 emails 2 different responses In-Reply-To: References: Message-ID: <4731F42C.8090704@lbl.gov> Bill, As an addendum to what Gene and others have told you, if you are going to alter the subject line for each queue template, then MAKE SURE that there is a blank line between the "Subject" line and the body. I didn't realise this when I started customizing templates and spend forever trying to figure it out. It IS mentioned here and there in the wiki but not always easy to see. Hope this helps. Kenn LBNL On 11/7/2007 8:32 AM, Candelario, Bill wrote: > You understood correctly. I?m working on what you had suggested below. > Thanks. > > > > ------------------------------------------------------------------------ > > *From:* Gene LeDuc [mailto:gleduc at mail.sdsu.edu] > *Sent:* Wednesday, November 07, 2007 11:31 AM > *To:* Candelario, Bill > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] 2 emails 2 different responses > > > > Hi Bill, > > If I understand your situation correctly, you want each of your 2 queues > to send a different autoreply e-mail when a ticket is created. To do > that, just create a new autoreply template in each queue with the text > that you want sent for that queue. A template in a queue overrides a > global template of the same name, so RT will use your queue template > instead of the global one. > > If I misunderstood your question, please clarify it. > > Regards, > Gene > > At 08:12 AM 11/7/2007, Candelario, Bill wrote: > > Hi, > > I?m fairly new to RT code structure and am having a difficult time > trying to figure this out. > > I have created 2 separate email address, in which tickets submit > perfectly into RT. What I?m trying to do is create 2 different > responses according to whom the ticket is for. > > For example, if test1 at test.com is sent an email > then they get the test1 auto response. If test2 at test.com > is sent an email then they get the test2 auto > response. > > Hopefully it?s an easy thing to configure. > > Thanks. > > Bill > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State University > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Nov 7 12:24:03 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 07 Nov 2007 09:24:03 -0800 Subject: [rt-users] One Performance problem identified In-Reply-To: <4731EB50.5010401@yahoo.com> References: <4730F318.4080806@yahoo.com> <20071106232719.GE20484@bestpractical.com> <4731EB50.5010401@yahoo.com> Message-ID: <4731F4B3.2020008@lbl.gov> Mathew, We use Oracle 9 something and I haven't noticed much degradation on queries against tickets with a lot of attachements. We have over 50 queues and some of our users REALLY do not pay attention to all the stuff they keep carrying forward. Maybe there is something about the way your DB executes locks? Kenn LBNL On 11/7/2007 8:44 AM, Mathew Snyder wrote: > Question: > > As I stated before, our tables are using InnoDB. No particular reason, just the > default which wasn't changed. If I use the InnoDB specific file > (my-innodb-heavy-4G.cnf) located in /usr/share/doc/mysql-server-xx and restart > the server, I lose everything when I refresh my screen. I can no longer access > RT at a glance. Instead, it appears that I'm dumped to the self-service screen. > How can I change mysqld to use this .cnf without breaking RT? > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Jesse Vincent wrote: >>> SELECT GET_LOCK('Apache-Session-d279953494e7dcbbaca2e566a94002f2', 3600); >>> >>> Why is it taking so long to get a lock on a table? I know it isn't taking >> It's not a table lock. it's a session lock. As in Apache::Session >> lcoking that row for the duration of an HTTP request. >> >> >>> forever to actually query the database because the page loaded almost >>> immediately after the above query completed. We're using InnoDB as opposed to >>> MyISAM. Might that have something to do with it? >>> >>> Any thoughts on this? >>> >>> Mathew >>> -- >>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, we'll take >>> up to 20 percent off the price. This sale won't last long, so get in touch today. >>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Candelario at zoominfo.com Wed Nov 7 14:11:54 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 7 Nov 2007 14:11:54 -0500 Subject: [rt-users] 2 emails 2 different responses In-Reply-To: Message-ID: Thank you, Gene, Tim, and Jurgen for your help. I was able to get it to work by setting up different queues and totally moving away from using the "General" default queue. As Tim had pointed out, I ended up deleting two scripts on the Global queue to get mine to work properly. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Candelario, Bill Sent: Wednesday, November 07, 2007 11:33 AM To: Gene LeDuc Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] 2 emails 2 different responses You understood correctly. I'm working on what you had suggested below. Thanks. ________________________________ From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Wednesday, November 07, 2007 11:31 AM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] 2 emails 2 different responses Hi Bill, If I understand your situation correctly, you want each of your 2 queues to send a different autoreply e-mail when a ticket is created. To do that, just create a new autoreply template in each queue with the text that you want sent for that queue. A template in a queue overrides a global template of the same name, so RT will use your queue template instead of the global one. If I misunderstood your question, please clarify it. Regards, Gene At 08:12 AM 11/7/2007, Candelario, Bill wrote: Hi, I'm fairly new to RT code structure and am having a difficult time trying to figure this out. I have created 2 separate email address, in which tickets submit perfectly into RT. What I'm trying to do is create 2 different responses according to whom the ticket is for. For example, if test1 at test.com is sent an email then they get the test1 auto response. If test2 at test.com is sent an email then they get the test2 auto response. Hopefully it's an easy thing to configure. Thanks. Bill -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Wed Nov 7 14:32:56 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 07 Nov 2007 11:32:56 -0800 Subject: [rt-users] 2 emails 2 different responses In-Reply-To: References: Message-ID: <6.2.1.2.2.20071107112513.026f0d80@mail.sdsu.edu> Glad it worked for you, Bill. Rather than deleting Global scrips, you can just set the "Stage" field of the scrip to "Disabled" (instead of TransactionCreate). It has the same result, but now you can go back and look at how the original setup worked at some point in the future. I ended up disabling all of the Global scrips and writing my own stuff for each queue, but I have gone back and looked at some of them since then. Regards, Gene At 11:11 AM 11/7/2007, Candelario, Bill wrote: >Content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C82172.1698522E" > >Thank you, Gene, Tim, and Jurgen for your help. > >I was able to get it to work by setting up different queues and totally >moving away from using the "General" default queue. As Tim had pointed >out, I ended up deleting two scripts on the Global queue to get mine to >work properly. > > >---------- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Candelario, Bill >Sent: Wednesday, November 07, 2007 11:33 AM >To: Gene LeDuc >Cc: rt-users at lists.bestpractical.com >Subject: RE: [rt-users] 2 emails 2 different responses > >You understood correctly. I'm working on what you had suggested >below. Thanks. > > >---------- >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] >Sent: Wednesday, November 07, 2007 11:31 AM >To: Candelario, Bill >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] 2 emails 2 different responses > >Hi Bill, > >If I understand your situation correctly, you want each of your 2 queues >to send a different autoreply e-mail when a ticket is created. To do >that, just create a new autoreply template in each queue with the text >that you want sent for that queue. A template in a queue overrides a >global template of the same name, so RT will use your queue template >instead of the global one. > >If I misunderstood your question, please clarify it. > >Regards, >Gene > >At 08:12 AM 11/7/2007, Candelario, Bill wrote: >Hi, > >I'm fairly new to RT code structure and am having a difficult time trying >to figure this out. > >I have created 2 separate email address, in which tickets submit perfectly >into RT. What I'm trying to do is create 2 different responses according >to whom the ticket is for. > >For example, if test1 at test.com is sent an email >then they get the test1 auto response. If >test2 at test.com is sent an email then they get the >test2 auto response. > >Hopefully it's an easy thing to configure. > >Thanks. > >Bill > > >-- >Gene LeDuc, GSEC >Security Analyst >San Diego State University >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >If you sign up for a new RT support contract before December 31, we'll take >up to 20 percent off the price. This sale won't last long, so get in touch >today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From Candelario at zoominfo.com Wed Nov 7 14:34:08 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 7 Nov 2007 14:34:08 -0500 Subject: [rt-users] 2 emails 2 different responses In-Reply-To: <6.2.1.2.2.20071107112513.026f0d80@mail.sdsu.edu> Message-ID: Will do for future Global scripts. I forgot that option was there. Thanks again. ________________________________ From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Wednesday, November 07, 2007 2:33 PM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] 2 emails 2 different responses Glad it worked for you, Bill. Rather than deleting Global scrips, you can just set the "Stage" field of the scrip to "Disabled" (instead of TransactionCreate). It has the same result, but now you can go back and look at how the original setup worked at some point in the future. I ended up disabling all of the Global scrips and writing my own stuff for each queue, but I have gone back and looked at some of them since then. Regards, Gene At 11:11 AM 11/7/2007, Candelario, Bill wrote: Content-class: urn:content-classes:message Content-Type: multipart/alternative; boundary="----_=_NextPart_001_01C82172.1698522E" Thank you, Gene, Tim, and Jurgen for your help. I was able to get it to work by setting up different queues and totally moving away from using the "General" default queue. As Tim had pointed out, I ended up deleting two scripts on the Global queue to get mine to work properly. ________________________________ From: rt-users-bounces at lists.bestpractical.com [ mailto:rt-users-bounces at lists.bestpractical.com ] On Behalf Of Candelario, Bill Sent: Wednesday, November 07, 2007 11:33 AM To: Gene LeDuc Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] 2 emails 2 different responses You understood correctly. I'm working on what you had suggested below. Thanks. ________________________________ From: Gene LeDuc [ mailto:gleduc at mail.sdsu.edu ] Sent: Wednesday, November 07, 2007 11:31 AM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] 2 emails 2 different responses Hi Bill, If I understand your situation correctly, you want each of your 2 queues to send a different autoreply e-mail when a ticket is created. To do that, just create a new autoreply template in each queue with the text that you want sent for that queue. A template in a queue overrides a global template of the same name, so RT will use your queue template instead of the global one. If I misunderstood your question, please clarify it. Regards, Gene At 08:12 AM 11/7/2007, Candelario, Bill wrote: Hi, I'm fairly new to RT code structure and am having a difficult time trying to figure this out. I have created 2 separate email address, in which tickets submit perfectly into RT. What I'm trying to do is create 2 different responses according to whom the ticket is for. For example, if test1 at test.com is sent an email then they get the test1 auto response. If test2 at test.com is sent an email then they get the test2 auto response. Hopefully it's an easy thing to configure. Thanks. Bill -- Gene LeDuc, GSEC Security Analyst San Diego State University _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From lars+lister.rt at adventuras.no Wed Nov 7 15:17:52 2007 From: lars+lister.rt at adventuras.no (Lars Kristiansen) Date: Wed, 07 Nov 2007 21:17:52 +0100 Subject: [rt-users] Refresh RT at a glance automatically In-Reply-To: References: Message-ID: <47321D70.4080904@adventuras.no> Ruben Lehmann skrev: > Hi > > > > Is it possible to automatically refresh the ?RT at a glance? site. Now I > always have to set this option again when I log in. > > But I want this site to be refreshed every 2 min automatically without > setting this option every time I log in. Easy workaround is to bookmark a url like: http://yourserver/index.html?HomeRefreshInterval=120 Regards, Lars > > > > Thx Ruben > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mwestfall at factory7.com Wed Nov 7 15:44:29 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Wed, 07 Nov 2007 15:44:29 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <519782dc0711051223q17ddee4ence4394dabc363b3a@mail.gmail.com> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> <519782dc0711051223q17ddee4ence4394dabc363b3a@mail.gmail.com> Message-ID: <473223AD.5000201@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 OK For my scrip I have: Condition: User Defined Action: Create Tickets Template: Create-Followup Stage: Transaction Create User Condition is: return 0 unless $self->TransactionObj->Type eq "Resolved" return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ /Yes/i; 1; My Template is: ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT And still no joy :( :( Todd Chapman wrote: > ---------------- > Now playing: The Decemberists - Summersong > http://foxytunes.com/artist/the+decemberists/track/summersong > > On 11/5/07, Matt Westfall wrote: > There are two TransactionObj there. So would > > unless ( $self->TransactionObj->Type eq "Resolved" && > $self->TransactionObj->Field == FIELD_ID ) > { return 0; } > > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > /Yes/i; > > 1; > > > The first check would 1) ensure that the ticket is being resolved && > That the CustomField is Set. > > Then if Followup is Yes, it would then return 1? > > What is the purpose of self->transactionobj->Field == ####?? > > >> That part doesn't make sense. Get rid of it. > > Should I just be checking for if it's Resolved, and if so, checking value? > > >> Yes. > > Thanks, > Matt > Tim Wilson wrote: >>>>>>> On Mon, Nov 5, 2007 at 1:41 PM, in message <472F7200.8080507 at factory7.com>, >>>> Matt Westfall wrote: >>>>> -----BEGIN PGP SIGNED MESSAGE----- >>>>> I did see that page on the Wiki. However, I am trying to take an action >>>>> when the ticket is resolved, and if a custom field is something. >>>> On this part... >>>> >>>> unless ( >>>> ( $self->TransactionObj->Type eq "CustomField" >>>> && $self->TransactionObj->Field == FIELD_ID ) >>>> || $self->TransactionObj->Type eq "Create" >>>> ) { >>>> return 0; >>>> } >>>> >>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ /CUSTOM_FIELD_VALUE/i; >>>> >>>> 1; >>>> >>>> You could probaby change the TransactionObj type to "Resolved." >>>> >>>> -Tim >>>> >>>> _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com >> -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHMiOtb/8X6V5MpAURAjHlAJ4h0EtG5gBhUr0aAEBDKZ0lwDQDGgCgl/Gw A5tnyG598thLEFR4Ug/rKAk= =IIzu -----END PGP SIGNATURE----- From Stefan.Oeser at emendis.de Thu Nov 8 06:48:36 2007 From: Stefan.Oeser at emendis.de (Stefan Oeser - emendis GmbH) Date: Thu, 08 Nov 2007 12:48:36 +0100 Subject: [rt-users] rt-mailgate and RT@https with selfsigned certificate Message-ID: <4732F794.4000608@emendis.de> Hello, I ran into problems with setting up RT3 on https. I configured some Ticket-Transaction via Mail in RT3. With http-Protocol, all things work fine, but rt-mailgate has some troubles with the httpS-Protocol. I always get an Error: "Connection refused". All needed modules (Crypt::SSLeay) are installed. Is it possible, that there are some difficulties with the selfsigned certificate? Using a browser to enter my RT3, I need to accept some Popup-Windows and accept the certificate manually, perhaps, rt-mailgate doesn't accept the certificate automatically, which results in the mentioned error?? I would be very grateful for some help :) Best regards, Stefan Oeser From barnesaw at ucrwcu.rwc.uc.edu Thu Nov 8 08:21:14 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 08 Nov 2007 08:21:14 -0500 Subject: [rt-users] rt-mailgate and RT@https with selfsigned certificate In-Reply-To: <4732F794.4000608@emendis.de> References: <4732F794.4000608@emendis.de> Message-ID: <47330D4A.5030109@ucrwcu.rwc.uc.edu> I leave http open only to the local machine so that rt-mailgate can connect to it to create tickets. Might not be the right solution, but it works. Stefan Oeser - emendis GmbH wrote: > Hello, > > I ran into problems with setting up RT3 on https. I configured some Ticket-Transaction via Mail in RT3. > With http-Protocol, all things work fine, but rt-mailgate has some troubles with the httpS-Protocol. I always get > an Error: "Connection refused". All needed modules (Crypt::SSLeay) are installed. Is it possible, that there are > some difficulties with the selfsigned certificate? > > Using a browser to enter my RT3, I need to accept some Popup-Windows and accept the certificate manually, > perhaps, rt-mailgate doesn't accept the certificate automatically, which results in the mentioned error?? > > I would be very grateful for some help :) > Best regards, > Stefan Oeser > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From macnlos at gmail.com Thu Nov 8 12:31:31 2007 From: macnlos at gmail.com (Carlos Randolph) Date: Thu, 8 Nov 2007 11:31:31 -0600 Subject: [rt-users] Setting up RT on Windows 2003 Server Message-ID: <2effbea20711080931wc36751fh463e43873402813c@mail.gmail.com> I've got RT working and running on a SLES 9.3 box but I've been asked to help another group who uses Windows. Honest opionions here; am I facing a mess of problems worth the effort or this something that is achievable? CR From venture37 at hotmail.com Thu Nov 8 12:46:23 2007 From: venture37 at hotmail.com (Sevan / Venture37) Date: Thu, 8 Nov 2007 17:46:23 +0000 Subject: [rt-users] Setting up RT on Windows 2003 Server In-Reply-To: <2effbea20711080931wc36751fh463e43873402813c@mail.gmail.com> References: <2effbea20711080931wc36751fh463e43873402813c@mail.gmail.com> Message-ID: Dont do it, I tested 3.4x on cygwin a couple of years back on a Compaq dual 1.4Ghz PIII, 1GB RAM, 2003 SP1, with 2 simultanious login attempts the task manager showed 100% CPU utilitzation, slapped freebsd 6 on the same box it didn't even break a sweat. Sevan / Venture37 _________________________________________________________________ Get free emoticon packs and customisation from Windows Live. http://www.pimpmylive.co.uk From todd at chaka.net Thu Nov 8 16:03:11 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 8 Nov 2007 16:03:11 -0500 Subject: [rt-users] how to activate the custom template and custom scrip..... In-Reply-To: <20071030093354.3328D4D80AB@diesel.bestpractical.com> References: <20071030093354.3328D4D80AB@diesel.bestpractical.com> Message-ID: <519782dc0711081303i3621fdfeo112859ab18c0cc2b@mail.gmail.com> Queue scrips don't override global scrips. What makes you think they would? Queue templates with the same name as a global template override the template for that queue. -Todd ---------------- Now playing: Arctic Monkeys - If You Were There, Beware http://foxytunes.com/artist/arctic+monkeys/track/if+you+were+there%2c+beware On 10/30/07, Krishna Prasad wrote: > > > > > I have a query regarding custom template and a custom scrip: > > > > It would seem that creating new scrip with a custom template in a Queue > would override the default global. This doesn't seem to be the case. > What is the appropriate method to implement custom email replies using > templates and scrip's on a per queue basis? Is there any detailed > documentation for this issue? Can anyone help me on this issue? > > > > With Regards, > > Krishna Prasad > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From todd at chaka.net Thu Nov 8 16:07:58 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 8 Nov 2007 16:07:58 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <473223AD.5000201@factory7.com> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> <519782dc0711051223q17ddee4ence4394dabc363b3a@mail.gmail.com> <473223AD.5000201@factory7.com> Message-ID: <519782dc0711081307q2fdb622pbd5709a1a362ee3b@mail.gmail.com> So the scrip never fires? Try this: return 0 unless $self->TransactionObj->Type eq "Resolved" return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ /Yes/i; $RT::Logger->debug("Scrip running"); 1; See if that puts an entry in your logs. ---------------- Now playing: Arctic Monkeys - The Bad Thing http://foxytunes.com/artist/arctic+monkeys/track/the+bad+thing On 11/7/07, Matt Westfall wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > OK For my scrip I have: > > Condition: User Defined > Action: Create Tickets > Template: Create-Followup > Stage: Transaction Create > > User Condition is: > > return 0 unless $self->TransactionObj->Type eq "Resolved" > > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > /Yes/i; > > 1; > > My Template is: > > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > And still no joy :( :( > > Todd Chapman wrote: > > ---------------- > > Now playing: The Decemberists - Summersong > > http://foxytunes.com/artist/the+decemberists/track/summersong > > > > On 11/5/07, Matt Westfall wrote: > > There are two TransactionObj there. So would > > > > unless ( $self->TransactionObj->Type eq "Resolved" && > > $self->TransactionObj->Field == FIELD_ID ) > > { return 0; } > > > > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > > /Yes/i; > > > > 1; > > > > > > The first check would 1) ensure that the ticket is being resolved && > > That the CustomField is Set. > > > > Then if Followup is Yes, it would then return 1? > > > > What is the purpose of self->transactionobj->Field == ####?? > > > > > >> That part doesn't make sense. Get rid of it. > > > > Should I just be checking for if it's Resolved, and if so, checking value? > > > > > >> Yes. > > > > Thanks, > > Matt > > Tim Wilson wrote: > >>>>>>> On Mon, Nov 5, 2007 at 1:41 PM, in message <472F7200.8080507 at factory7.com>, > >>>> Matt Westfall wrote: > >>>>> -----BEGIN PGP SIGNED MESSAGE----- > >>>>> I did see that page on the Wiki. However, I am trying to take an action > >>>>> when the ticket is resolved, and if a custom field is something. > >>>> On this part... > >>>> > >>>> unless ( > >>>> ( $self->TransactionObj->Type eq "CustomField" > >>>> && $self->TransactionObj->Field == FIELD_ID ) > >>>> || $self->TransactionObj->Type eq "Create" > >>>> ) { > >>>> return 0; > >>>> } > >>>> > >>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ /CUSTOM_FIELD_VALUE/i; > >>>> > >>>> 1; > >>>> > >>>> You could probaby change the TransactionObj type to "Resolved." > >>>> > >>>> -Tim > >>>> > >>>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > >> > >> > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > >> > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHMiOtb/8X6V5MpAURAjHlAJ4h0EtG5gBhUr0aAEBDKZ0lwDQDGgCgl/Gw > A5tnyG598thLEFR4Ug/rKAk= > =IIzu > -----END PGP SIGNATURE----- > From tom at snnap.net Thu Nov 8 17:20:36 2007 From: tom at snnap.net (Tom Storey) Date: Fri, 9 Nov 2007 08:50:36 +1030 (CST) Subject: [rt-users] Setting up RT on Windows 2003 Server Message-ID: <51381.172.25.144.4.1194560436.squirrel@imap.snnap.net> And if you cant blow awawy the Windows server completely, grab a copy of VMware server and run LRT in a VM running Linux/FreeBSD. Problem solved :-) > > Dont do it, I tested 3.4x on cygwin a couple of years back on a Compaq > dual 1.4Ghz PIII, 1GB RAM, 2003 SP1, with 2 simultanious login attempts > the task manager showed 100% CPU utilitzation, slapped freebsd 6 on the > same box it didn't even break a sweat. > > > Sevan / Venture37 > _________________________________________________________________ > Get free emoticon packs and customisation from Windows Live. > http://www.pimpmylive.co.uk_______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruz at bestpractical.com Thu Nov 8 17:56:54 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 9 Nov 2007 01:56:54 +0300 Subject: [rt-users] Re: [PATCH] Fix problems with subjects containing international chars In-Reply-To: <589c94400710260507t1528eef1nabe743a0f09fa303@mail.gmail.com> References: <589c94400710251711t3a17985pb9c5b441f3e39a7b@mail.gmail.com> <589c94400710260507t1528eef1nabe743a0f09fa303@mail.gmail.com> Message-ID: <589c94400711081456h5178432tace48337f0cf9d7f@mail.gmail.com> Patch is in the repo and will be part of 3.6.6 release. On Oct 26, 2007 3:07 PM, Ruslan Zakirov wrote: > Got a feedback from Andrew, so here is new version of the patch. > > > On 10/26/07, Ruslan Zakirov wrote: > > Hi, > > > > This patch should fix problem with subjects in outgoing emails. This > > patch has nothing to do with handling incoming emails, but only > > outgoing. You can see problems when EmailOutputEncoding is > > multi-byte(UTF-8 is and several other encodings as well) and subject > > is quite long (>75 chars, depends on encoding). > > > > Thanks to Andrew Kornilov for keep kicking me and cooperating. As soon > > as I'll get positive feedback I'll commit the patch into 3.6 branch. > > > > -- > > Best regards, Ruslan. > > > > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From dmh at ngat.com Thu Nov 8 21:53:54 2007 From: dmh at ngat.com (Dorothea Muecke-Herzberg) Date: Fri, 9 Nov 2007 02:53:54 +0000 Subject: FW: [rt-users] custom field resets to previous value after scrip runs Inbox Message-ID: Thank you Glen and Kenn, I have applied transactionbatch and seems to have worked. Hopefully it stays that way. Doro -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: 06 November 2007 20:51 To: Dorothea Muecke-Herzberg Cc: rt-users Subject: Re: [rt-users] custom field resets to previous value after scrip runs Dorothea, This happened to us alot until we change the stage to "TransactionBatch". Now they all work, all CF's stay modified and all is well. Hope this helps. Kenn LBNL On 11/6/2007 9:21 AM, Dorothea Muecke-Herzberg wrote: > Hi, > > I've got some strange behaviour here. I have a scrip that changes the > value of custom field ReleasePhase to "07_Signoff" and the ticket > status to "resovled" when a different custom field is set to > "completed". > Strangely, after the changes have gone through (and can be traced in > the ticket history), in the last transaction the custom field > "ReleasePhase" gets changed back to "05_Implementing": > > # Tue Nov 06 17:16:01 2007 dmueckeherzberg - ReleasePhase > 07_SignOff changed to 05_Implementing > # Tue Nov 06 17:16:01 2007 RT_System - Outgoing email recorded [Show] > # Tue Nov 06 17:15:59 2007 RT_System - Outgoing email recorded [Show] > # Tue Nov 06 17:15:59 2007 RT_System - Status changed from 'open' > to 'resolved' > # Tue Nov 06 17:15:58 2007 RT_System - ReleasePhase > 05_Implementing changed to 07_SignOff > # Tue Nov 06 17:15:58 2007 dmueckeherzberg - RolloutOnFTN Completed added > > > Here is my scrip: > > custom condition: > #only act if subject has "RolloutFT." and new custom field value is "Complete" > # > my $CFvalue = 'Completed'; > unless ($self->TicketObj->Subject =~ /^RolloutFT.:/i) {return 0;} > unless ($self->TransactionObj->Type eq "CustomField" ) {return 0;} > unless ($self->TransactionObj->NewValue eq $CFvalue ) {return 0;} > return 1; > > custom prep code: > return 1; > > custom cleanup code: > my $CFName = 'ReleasePhase'; > my $EndValue = '07_SignOff'; > my $RecTransaction = 1; > ### setting custom field $CFName to $EndValue my $QueueObj = > $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new( > $QueueObj->CurrentUser ); $CFObj->LoadByNameAndQueue( Name => $CFName, > Queue => $QueueObj->id ); unless( $CFObj->id ) { > $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => 0 ); > unless( $CFObj->id ) { > $RT::Logger->warning("custom field '$CFName' isn't global or > defined for queue '". $QueueObj->Name ."'"); > return undef; > } > } > { > my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( > Field => $CFObj->id, > Value => $EndValue, > RecordTransaction => > $RecTransaction ); > unless( $st ) { > $RT::Logger->warning( "Couldn't set $EndValue as value for CF > $CFName:". $msg ); > return undef; > } > } > return 1; > > Any ideas what is going on? > > Thank you > > Doro > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From geoff at apro.com.au Thu Nov 8 22:52:36 2007 From: geoff at apro.com.au (Geoff Roberts) Date: Fri, 9 Nov 2007 14:52:36 +1100 Subject: [rt-users] handling bounce messages - rtbouncehandler? Message-ID: <200711091452.37679.geoff@apro.com.au> Hi, I have the issues listed below, and searching through the Wiki and archives it seems my problem may best be handled by rtbouncehandler. Could someone who has used rtbouncehandler see if my assumption is correct please? The other problem is I can't seem to find any link on the Wiki to download rtbouncehandler: http://wiki.bestpractical.com/view/RtBounceHandler I also haven't found it in the mail list archives as an attachment. My problems are twofold: a) every now and then one of our support personnel will travel. Inevitably their inbox will fill up. We then get a string of new tickets created in our support queue under the following scenario. Since these users are Watchers, admins or CCs on various tickets emails get sent to the user when there is a change/update to the ticket. These emails then get bounced with a "mailbox full" message from the mail server - in turn the bounce message creates a new ticket, which in turn creates a new bounce message in a never ending and escalating loop. b) The usual odd spam that makes it past the spam filter and gets bounced with an incorrect delivery address. Will rtbouncehandler help and if so, where can I download a copy? If not are there any other suggestions to fix the issue? Kind regards, Geoff From torsten.brumm at Kuehne-Nagel.com Fri Nov 9 06:09:48 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 9 Nov 2007 12:09:48 +0100 Subject: [rt-users] Memory leak in RT Crontool? In-Reply-To: <200711091452.37679.geoff@apro.com.au> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394BD14DF@w3hamboex11.ger.win.int.kn> Hi RT Users, Since yesterday i have a very strange behavior on my RT. I have a cron script starting rt-crontool every 5 minutes. /opt/rt3ast/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Status='stalled' AND Queue='GAI_BreakBulk' AND ( 'CF.{CIEL-STATUS}' = '1300' OR 'CF.{CIEL-STATUS}' = '1400' )" --action RT::Action::AutoNew --action-arg new Inside this Queue are round about 130 tickets. After few hours the system slows down until it crashes with this error inside the messages: Nov 9 11:24:19 lxfrabort01 kernel: printk: 2731 messages suppressed. Nov 9 11:24:19 lxfrabort01 kernel: rt-crontool invoked oom-killer: gfp_mask=0x201d2, order=0, oomkilladj=0 Nov 9 11:24:19 lxfrabort01 kernel: [] out_of_memory+0x3b/0x179 Nov 9 11:24:19 lxfrabort01 kernel: [] __alloc_pages+0x1fe/0x27e Nov 9 11:24:19 lxfrabort01 kernel: [] __do_page_cache_readahead+0xc4/0x1c6 Nov 9 11:24:19 lxfrabort01 kernel: [] sync_page+0x0/0x3b Nov 9 11:24:19 lxfrabort01 kernel: [] __delayacct_blkio_end+0x32/0x35 Nov 9 11:24:19 lxfrabort01 kernel: [] __wait_on_bit_lock+0x4b/0x52 Nov 9 11:24:19 lxfrabort01 kernel: [] dm_any_congested+0x2f/0x35 [dm_mod] Nov 9 11:24:19 lxfrabort01 kernel: [] filemap_nopage+0x151/0x315 Nov 9 11:24:19 lxfrabort01 kernel: [] __handle_mm_fault+0x172/0x87b Nov 9 11:24:19 lxfrabort01 kernel: [] schedule+0x90d/0x9ba Nov 9 11:24:19 lxfrabort01 kernel: [] do_sigaction+0x117/0x156 Nov 9 11:25:25 lxfrabort01 kernel: [] do_page_fault+0x20a/0x4b8 Nov 9 11:25:25 lxfrabort01 kernel: [] do_page_fault+0x0/0x4b8 Nov 9 11:25:25 lxfrabort01 kernel: [] error_code+0x39/0x40 Nov 9 11:25:25 lxfrabort01 kernel: ======================= Nov 9 11:25:25 lxfrabort01 kernel: Mem-info: Nov 9 11:25:25 lxfrabort01 kernel: DMA per-cpu: Nov 9 11:25:25 lxfrabort01 kernel: cpu 0 hot: high 0, batch 1 used:0 Nov 9 11:25:25 lxfrabort01 kernel: cpu 0 cold: high 0, batch 1 used:0 Nov 9 11:25:25 lxfrabort01 kernel: DMA32 per-cpu: empty Nov 9 11:25:25 lxfrabort01 kernel: Normal per-cpu: Nov 9 11:25:25 lxfrabort01 kernel: cpu 0 hot: high 186, batch 31 used:27 Nov 9 11:25:25 lxfrabort01 kernel: cpu 0 cold: high 62, batch 15 used:44 Nov 9 11:25:25 lxfrabort01 kernel: HighMem per-cpu: Nov 9 11:25:25 lxfrabort01 kernel: cpu 0 hot: high 186, batch 31 used:14 Nov 9 11:25:25 lxfrabort01 kernel: cpu 0 cold: high 62, batch 15 used:11 Nov 9 11:25:25 lxfrabort01 kernel: Free pages: 111660kB (1596kB HighMem) Nov 9 11:25:25 lxfrabort01 kernel: Active:470936 inactive:469165 dirty:0 writeback:0 unstable:0 free:27915 slab:1793 mapped:91 pagetables:2289 Nov 9 11:25:25 lxfrabort01 kernel: DMA free:12340kB min:68kB low:84kB high:100kB active:0kB inactive:0kB present:16384kB pages_scanned:0 all_unreclaimable? yes Nov 9 11:25:25 lxfrabort01 kernel: lowmem_reserve[]: 0 0 880 3824 Nov 9 11:25:25 lxfrabort01 kernel: DMA32 free:0kB min:0kB low:0kB high:0kB active:0kB inactive:0kB present:0kB pages_scanned:0 all_unreclaimable? no Nov 9 11:25:25 lxfrabort01 kernel: lowmem_reserve[]: 0 0 880 3824 Nov 9 11:25:25 lxfrabort01 kernel: Normal free:97724kB min:3756kB low:4692kB high:5632kB active:382784kB inactive:377384kB present:901120kB pages_scanned:1268501 all_unreclaimable? yes Nov 9 11:25:25 lxfrabort01 kernel: lowmem_reserve[]: 0 0 0 23552 Nov 9 11:25:25 lxfrabort01 kernel: HighMem free:1596kB min:512kB low:3656kB high:6800kB active:1500960kB inactive:1499276kB present:3014656kB pages_scanned:4695953 all_unreclaimable? yes Nov 9 11:25:25 lxfrabort01 kernel: lowmem_reserve[]: 0 0 0 0 Nov 9 11:25:25 lxfrabort01 kernel: DMA: 3*4kB 5*8kB 4*16kB 2*32kB 4*64kB 3*128kB 1*256kB 0*512kB 1*1024kB 1*2048kB 2*4096kB = 12340kB Nov 9 11:25:25 lxfrabort01 kernel: DMA32: empty Nov 9 11:25:25 lxfrabort01 kernel: Normal: 1*4kB 1*8kB 1*16kB 1*32kB 0*64kB 1*128kB 1*256kB 0*512kB 1*1024kB 1*2048kB 23*4096kB = 97724kB Nov 9 11:25:25 lxfrabort01 kernel: HighMem: 271*4kB 16*8kB 0*16kB 0*32kB 0*64kB 1*128kB 1*256kB 0*512kB 0*1024kB 0*2048kB 0*4096kB = 1596kB Nov 9 11:25:25 lxfrabort01 kernel: Swap cache: add 3707117, delete 3707077, find 546011/727786, race 0+20 Nov 9 11:25:25 lxfrabort01 kernel: Free swap = 0kB Nov 9 11:25:25 lxfrabort01 kernel: Total swap = 2031608kB Nov 9 11:25:25 lxfrabort01 kernel: Free swap: 0kB Nov 9 11:25:25 lxfrabort01 kernel: 983040 pages of RAM Nov 9 11:25:25 lxfrabort01 kernel: 753664 pages of HIGHMEM Nov 9 11:25:25 lxfrabort01 kernel: 9002 reserved pages Nov 9 11:25:25 lxfrabort01 kernel: 1520 pages shared Nov 9 11:25:25 lxfrabort01 kernel: 40 pages swap cached Nov 9 11:25:25 lxfrabort01 kernel: 0 pages dirty Nov 9 11:25:25 lxfrabort01 kernel: 0 pages writeback Nov 9 11:25:25 lxfrabort01 kernel: 91 pages mapped Nov 9 11:25:25 lxfrabort01 kernel: 1793 pages slab Nov 9 11:25:25 lxfrabort01 kernel: 2289 pages pagetables What i googled so far is, that the oom_killer is a process that checks for process that causes massive ram usage and tries to kill them - without success. This is a vm installation with centos 5. 1 Processor at 3 GHz with 4 GB RAM and 4 GB Swap. Are there any know issues with RT-CRONTOOL and memory problems? Torsten From schamane at fam.tuwien.ac.at Fri Nov 9 06:27:03 2007 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Fri, 9 Nov 2007 12:27:03 +0100 (CET) Subject: [rt-users] Re: Message/RFC822 CCs in templates? [FAM-RT #828] In-Reply-To: References: Message-ID: Hi all, I haven't received any answer yet, so, please allow me to ask once again: Is there really no way to access message headers from within a template? I just can't believe I guess :/ Cheerio, -- Andreas On Tue, 6 Nov 2007, Andreas Schamanek wrote: > I am still looking for a way to reference a message's CC: header > within templates. How can this be done? > (...) > The problem is of course that the CC header does not show up in > outgoing messages. But I could live with this if I could reference the > CCs in templates. > > Any help is much welcome. From crpatter at ci.grand-rapids.mi.us Fri Nov 9 07:40:27 2007 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Fri, 9 Nov 2007 07:40:27 -0500 Subject: [rt-users] handling bounce messages - rtbouncehandler? In-Reply-To: <200711091452.37679.geoff@apro.com.au> References: <200711091452.37679.geoff@apro.com.au> Message-ID: Geoff, We had a similar issue with Out of Office reply's from Outlook. What we did, quite simply, was to create a rule in Outlook that automatically marked those messages as read, which caused the program we used to fetch the mail to ignore those emails. Seems like you could do something similar depending on how you handle your email. Craig -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Geoff Roberts Sent: Thursday, November 08, 2007 10:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] handling bounce messages - rtbouncehandler? Hi, I have the issues listed below, and searching through the Wiki and archives it seems my problem may best be handled by rtbouncehandler. Could someone who has used rtbouncehandler see if my assumption is correct please? The other problem is I can't seem to find any link on the Wiki to download rtbouncehandler: http://wiki.bestpractical.com/view/RtBounceHandler I also haven't found it in the mail list archives as an attachment. My problems are twofold: a) every now and then one of our support personnel will travel. Inevitably their inbox will fill up. We then get a string of new tickets created in our support queue under the following scenario. Since these users are Watchers, admins or CCs on various tickets emails get sent to the user when there is a change/update to the ticket. These emails then get bounced with a "mailbox full" message from the mail server - in turn the bounce message creates a new ticket, which in turn creates a new bounce message in a never ending and escalating loop. b) The usual odd spam that makes it past the spam filter and gets bounced with an incorrect delivery address. Will rtbouncehandler help and if so, where can I download a copy? If not are there any other suggestions to fix the issue? Kind regards, Geoff _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mwestfall at factory7.com Fri Nov 9 08:04:17 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Fri, 09 Nov 2007 08:04:17 -0500 Subject: [rt-users] handling bounce messages - rtbouncehandler? In-Reply-To: References: <200711091452.37679.geoff@apro.com.au> Message-ID: <47345AD1.80409@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 This may seem like an obvious solution... but 1) Increase the size of your mailboxes. Storage is ridiculously cheap now adays. 2) If you are unable to increase the size of your mailboxes, tell your support staff to properly manage their mailboxes and clear some space before they leave the office for days on end. Patterson, Craig wrote: > Geoff, > > We had a similar issue with Out of Office reply's from Outlook. What we > did, quite simply, was to create a rule in Outlook that automatically > marked those messages as read, which caused the program we used to fetch > the mail to ignore those emails. Seems like you could do something > similar depending on how you handle your email. > > Craig > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Geoff > Roberts > Sent: Thursday, November 08, 2007 10:53 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] handling bounce messages - rtbouncehandler? > > Hi, > > I have the issues listed below, and searching through the Wiki and > archives it > seems my problem may best be handled by rtbouncehandler. Could someone > who > has used rtbouncehandler see if my assumption is correct please? > > The other problem is I can't seem to find any link on the Wiki to > download > rtbouncehandler: http://wiki.bestpractical.com/view/RtBounceHandler > > I also haven't found it in the mail list archives as an attachment. > > My problems are twofold: > > a) every now and then one of our support personnel will travel. > Inevitably > their inbox will fill up. We then get a string of new tickets created in > our > support queue under the following scenario. > > Since these users are Watchers, admins or CCs on various tickets emails > get > sent to the user when there is a change/update to the ticket. These > emails > then get bounced with a "mailbox full" message from the mail server - in > turn > the bounce message creates a new ticket, which in turn creates a new > bounce > message in a never ending and escalating loop. > > b) The usual odd spam that makes it past the spam filter and gets > bounced with > an incorrect delivery address. > > Will rtbouncehandler help and if so, where can I download a copy? If not > are > there any other suggestions to fix the issue? > > Kind regards, > > Geoff > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHNFrRb/8X6V5MpAURAicEAKCS3tRgBwmvR+58pFw4ZzmbLb5p7gCfWIXd VuU2ULLnHWCgscdWHYGsCCM= =ELmb -----END PGP SIGNATURE----- From lists at cloned.org.uk Fri Nov 9 07:45:02 2007 From: lists at cloned.org.uk (john) Date: Fri, 9 Nov 2007 12:45:02 +0000 (GMT) Subject: [rt-users] Ticket ID Message-ID: Hi, Is there a way to adjust the ticket ID from being an sequential incrementing number to something different, like maybe a hash of the date/time created or something similar? I'd prefer it to be a constant length. Cheers, john From ktrujill at puc.cl Fri Nov 9 08:41:28 2007 From: ktrujill at puc.cl (Karen Trujillo Quintanilla) Date: Fri, 09 Nov 2007 10:41:28 -0300 Subject: [rt-users] Problem in Configuration Message-ID: <47346388.5030205@puc.cl> Hello When tickets is closed or resolved and sending a (rt-comment..) by example a : Thanks..!!, the tickets is again open and I affect to statistics. I have the configuration RT_SiteConfig.pm Set ($CorrespondAddress, 'rt-admbd-comment at uc.cl'); Set ($CommentAddress, 'rt-admbd-comment at uc.cl'); This is bad ?????????? Thanks From mwestfall at factory7.com Fri Nov 9 09:26:20 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Fri, 09 Nov 2007 09:26:20 -0500 Subject: [rt-users] Ticket ID In-Reply-To: References: Message-ID: <47346E0C.2070108@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Could you set the mysql field to pad it with 0s? john wrote: > Hi, > Is there a way to adjust the ticket ID from being an sequential > incrementing number to something different, like maybe a hash of the > date/time created or something similar? I'd prefer it to be a constant > length. > > Cheers, > > john > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHNG4Mb/8X6V5MpAURAsVQAKCzM9kGpUCb8bfdR4g9wTENYKiQ6wCfbK4h 1nSVWZM9iUKKNDAVoBo3Y4c= =sGDR -----END PGP SIGNATURE----- From twilson at buffalo.k12.mn.us Fri Nov 9 08:00:11 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Fri, 09 Nov 2007 08:00:11 -0500 Subject: [rt-users] Problem in Configuration In-Reply-To: <47346388.5030205@puc.cl> References: <47346388.5030205@puc.cl> Message-ID: <4734138B.F8B4.0061.0@buffalo.k12.mn.us> >>> On Fri, Nov 9, 2007 at 7:41 AM, in message <47346388.5030205 at puc.cl>, Karen Trujillo Quintanilla wrote: > When tickets is closed or resolved and sending a (rt-comment..) by > example a : Thanks..!!, the tickets is again open and I affect to > statistics. Karen, If I understand you correctly, you're talking about the situation where a requester will reply to the ticket resolution message and reopen the ticket. Correct? If so, I'm afraid there's nothing you can do about it. We've added some text to our resolution message that lets people know that there's no need to reply unless the issue isn't actually resolved. It becomes a training issue for the users who need to be made to understand that they don't need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead. :-) -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From mwestfall at factory7.com Fri Nov 9 09:34:00 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Fri, 09 Nov 2007 09:34:00 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <519782dc0711081307q2fdb622pbd5709a1a362ee3b@mail.gmail.com> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> <519782dc0711051223q17ddee4ence4394dabc363b3a@mail.gmail.com> <473223AD.5000201@factory7.com> <519782dc0711081307q2fdb622pbd5709a1a362ee3b@mail.gmail.com> Message-ID: <47346FD8.1060803@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 OK The scrip is running, but it says there are syntax errors!!! Nov 9 09:32:44 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 1780) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:45 oakie RT: Scrip 23 IsApplicable failed: syntax error at (eval 1784) line 2, near ""Resolved" return" (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:45 oakie RT: #159/2613 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:45 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:48 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:412) Nov 9 09:32:49 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:412) Nov 9 09:32:50 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 2779) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:51 oakie RT: Scrip 23 IsApplicable failed: syntax error at (eval 2783) line 2, near ""Resolved" return" (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:55 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 1816) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:56 oakie RT: Scrip 23 IsApplicable failed: syntax error at (eval 1820) line 2, near ""Resolved" return" (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:56 oakie RT: #159/2615 - Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:56 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:57 oakie RT: #159/2615 - Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:57 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:57 oakie RT: #159/2615 - Scrip 18 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:57 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:58 oakie RT: #159/2615 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:58 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:59 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 1870) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:59 oakie RT: Scrip 23 IsApplicable failed: syntax error at (eval 1874) line 2, near ""Resolved" return" (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:33:00 oakie RT: #159/2616 - Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:33:00 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:33:00 oakie RT: #159/2616 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:33:00 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Todd Chapman wrote: > So the scrip never fires? > > Try this: > > return 0 unless $self->TransactionObj->Type eq "Resolved" > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ /Yes/i; > $RT::Logger->debug("Scrip running"); > 1; > > See if that puts an entry in your logs. > > ---------------- > Now playing: Arctic Monkeys - The Bad Thing > http://foxytunes.com/artist/arctic+monkeys/track/the+bad+thing > > On 11/7/07, Matt Westfall wrote: > OK For my scrip I have: > > Condition: User Defined > Action: Create Tickets > Template: Create-Followup > Stage: Transaction Create > > User Condition is: > > return 0 unless $self->TransactionObj->Type eq "Resolved" > > return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > /Yes/i; > > 1; > > My Template is: > > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > And still no joy :( :( > > Todd Chapman wrote: >>>> ---------------- >>>> Now playing: The Decemberists - Summersong >>>> http://foxytunes.com/artist/the+decemberists/track/summersong >>>> >>>> On 11/5/07, Matt Westfall wrote: >>>> There are two TransactionObj there. So would >>>> >>>> unless ( $self->TransactionObj->Type eq "Resolved" && >>>> $self->TransactionObj->Field == FIELD_ID ) >>>> { return 0; } >>>> >>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ >>>> /Yes/i; >>>> >>>> 1; >>>> >>>> >>>> The first check would 1) ensure that the ticket is being resolved && >>>> That the CustomField is Set. >>>> >>>> Then if Followup is Yes, it would then return 1? >>>> >>>> What is the purpose of self->transactionobj->Field == ####?? >>>> >>>> >>>>> That part doesn't make sense. Get rid of it. >>>> Should I just be checking for if it's Resolved, and if so, checking value? >>>> >>>> >>>>> Yes. >>>> Thanks, >>>> Matt >>>> Tim Wilson wrote: >>>>>>>>>> On Mon, Nov 5, 2007 at 1:41 PM, in message <472F7200.8080507 at factory7.com>, >>>>>>> Matt Westfall wrote: >>>>>>>> -----BEGIN PGP SIGNED MESSAGE----- >>>>>>>> I did see that page on the Wiki. However, I am trying to take an action >>>>>>>> when the ticket is resolved, and if a custom field is something. >>>>>>> On this part... >>>>>>> >>>>>>> unless ( >>>>>>> ( $self->TransactionObj->Type eq "CustomField" >>>>>>> && $self->TransactionObj->Field == FIELD_ID ) >>>>>>> || $self->TransactionObj->Type eq "Create" >>>>>>> ) { >>>>>>> return 0; >>>>>>> } >>>>>>> >>>>>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ /CUSTOM_FIELD_VALUE/i; >>>>>>> >>>>>>> 1; >>>>>>> >>>>>>> You could probaby change the TransactionObj type to "Resolved." >>>>>>> >>>>>>> -Tim >>>>>>> >>>>>>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>>>> > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com >>>>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com >> -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHNG/Yb/8X6V5MpAURAlomAJ9SgR51/SebgL/UPT8E3ddddXRx2gCdHEYS iAwZdZ77T2/i/H3E+2QwZn4= =bDnK -----END PGP SIGNATURE----- From todd at chaka.net Fri Nov 9 09:36:23 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 9 Nov 2007 09:36:23 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <47346FD8.1060803@factory7.com> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> <519782dc0711051223q17ddee4ence4394dabc363b3a@mail.gmail.com> <473223AD.5000201@factory7.com> <519782dc0711081307q2fdb622pbd5709a1a362ee3b@mail.gmail.com> <47346FD8.1060803@factory7.com> Message-ID: <519782dc0711090636lc079186ub08d388ff8af59f9@mail.gmail.com> Please re-post the whole scrip and template fresh. From huws at s2s.ltd.uk Fri Nov 9 09:39:11 2007 From: huws at s2s.ltd.uk (Huw Selley) Date: Fri, 09 Nov 2007 14:39:11 +0000 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <47346FD8.1060803@factory7.com> Message-ID: Hi, The syntax errror is a missing semicolon on the first line. return 0 unless $self->TransactionObj->Type eq "Resolved" Should be return 0 unless $self->TransactionObj->Type eq "Resolved"; Hope this helps. Huw On 9/11/07 2:34, "Matt Westfall" wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > OK The scrip is running, but it says there are syntax errors!!! > > Nov 9 09:32:44 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 1780) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:45 oakie RT: Scrip 23 IsApplicable failed: syntax error at > (eval 1784) line 2, near ""Resolved" return" > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:45 oakie RT: > #159/2613 - > Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:45 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:48 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 > (/opt/rt3/lib/RT/I18N.pm:412) > Nov 9 09:32:49 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 > (/opt/rt3/lib/RT/I18N.pm:412) > Nov 9 09:32:50 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 2779) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:51 oakie RT: Scrip 23 IsApplicable failed: syntax error at > (eval 2783) line 2, near ""Resolved" return" > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:55 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 1816) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:56 oakie RT: Scrip 23 IsApplicable failed: syntax error at > (eval 1820) line 2, near ""Resolved" return" > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:56 oakie RT: > #159/2615 - > Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:56 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:57 oakie RT: > #159/2615 - > Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:57 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:57 oakie RT: > #159/2615 - > Scrip 18 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:57 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:58 oakie RT: > #159/2615 - > Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:58 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:59 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 1870) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:59 oakie RT: Scrip 23 IsApplicable failed: syntax error at > (eval 1874) line 2, near ""Resolved" return" > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:33:00 oakie RT: > #159/2616 - > Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:33:00 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:33:00 oakie RT: > #159/2616 - > Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:33:00 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > > Todd Chapman wrote: >> So the scrip never fires? >> >> Try this: >> >> return 0 unless $self->TransactionObj->Type eq "Resolved" >> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ >> /Yes/i; >> $RT::Logger->debug("Scrip running"); >> 1; >> >> See if that puts an entry in your logs. >> >> ---------------- >> Now playing: Arctic Monkeys - The Bad Thing >> http://foxytunes.com/artist/arctic+monkeys/track/the+bad+thing >> >> On 11/7/07, Matt Westfall wrote: >> OK For my scrip I have: >> >> Condition: User Defined >> Action: Create Tickets >> Template: Create-Followup >> Stage: Transaction Create >> >> User Condition is: >> >> return 0 unless $self->TransactionObj->Type eq "Resolved" >> >> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ >> /Yes/i; >> >> 1; >> >> My Template is: >> >> ===Create-Ticket: generate-followup >> Queue: Customer Service >> Subject: Invoice: { $Tickets{'TOP'} -> Subject() } >> Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } >> RefersTo: {$Tickets{'TOP'}->Id() } >> Content: A follow up was requested on this ticket. Please refer to >> previous ticket for more information. >> ENDOFCONTENT >> >> And still no joy :( :( >> >> Todd Chapman wrote: >>>>> ---------------- >>>>> Now playing: The Decemberists - Summersong >>>>> http://foxytunes.com/artist/the+decemberists/track/summersong >>>>> >>>>> On 11/5/07, Matt Westfall wrote: >>>>> There are two TransactionObj there. So would >>>>> >>>>> unless ( $self->TransactionObj->Type eq "Resolved" && >>>>> $self->TransactionObj->Field == FIELD_ID ) >>>>> { return 0; } >>>>> >>>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ >>>>> /Yes/i; >>>>> >>>>> 1; >>>>> >>>>> >>>>> The first check would 1) ensure that the ticket is being resolved && >>>>> That the CustomField is Set. >>>>> >>>>> Then if Followup is Yes, it would then return 1? >>>>> >>>>> What is the purpose of self->transactionobj->Field == ####?? >>>>> >>>>> >>>>>> That part doesn't make sense. Get rid of it. >>>>> Should I just be checking for if it's Resolved, and if so, checking value? >>>>> >>>>> >>>>>> Yes. >>>>> Thanks, >>>>> Matt >>>>> Tim Wilson wrote: >>>>>>>>>>> On Mon, Nov 5, 2007 at 1:41 PM, in message >>>>>>>>>>> <472F7200.8080507 at factory7.com>, >>>>>>>> Matt Westfall wrote: >>>>>>>>> -----BEGIN PGP SIGNED MESSAGE----- >>>>>>>>> I did see that page on the Wiki. However, I am trying to take an >>>>>>>>> action >>>>>>>>> when the ticket is resolved, and if a custom field is something. >>>>>>>> On this part... >>>>>>>> >>>>>>>> unless ( >>>>>>>> ( $self->TransactionObj->Type eq "CustomField" >>>>>>>> && $self->TransactionObj->Field == FIELD_ID ) >>>>>>>> || $self->TransactionObj->Type eq "Create" >>>>>>>> ) { >>>>>>>> return 0; >>>>>>>> } >>>>>>>> >>>>>>>> return 0 unless >>>>>>>> $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ >>>>>>>> /CUSTOM_FIELD_VALUE/i; >>>>>>>> >>>>>>>> 1; >>>>>>>> >>>>>>>> You could probaby change the TransactionObj type to "Resolved." >>>>>>>> >>>>>>>> -Tim >>>>>>>> >>>>>>>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>>>>> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >>>>>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >>> > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHNG/Yb/8X6V5MpAURAlomAJ9SgR51/SebgL/UPT8E3ddddXRx2gCdHEYS > iAwZdZ77T2/i/H3E+2QwZn4= > =bDnK > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com s2s company email disclaimer : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England From mwestfall at factory7.com Fri Nov 9 09:46:20 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Fri, 09 Nov 2007 09:46:20 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <47346FD8.1060803@factory7.com> References: <472F616C.3000709@factory7.com> <472F1933.F8B4.0061.0@buffalo.k12.mn.us> <472F7200.8080507@factory7.com> <472F20C5.F8B4.0061.0@buffalo.k12.mn.us> <472F7988.6020108@factory7.com> <519782dc0711051223q17ddee4ence4394dabc363b3a@mail.gmail.com> <473223AD.5000201@factory7.com> <519782dc0711081307q2fdb622pbd5709a1a362ee3b@mail.gmail.com> <47346FD8.1060803@factory7.com> Message-ID: <473472BC.9050307@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Scrip as last suggested: return 0 unless $self->TransactionObj->Type eq "Resolved" return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ /Yes/i; $RT::Logger->debug("Scrip running"); 1; Template ------------ ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT Errors ---------- Nov 9 09:32:44 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 1780) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:45 oakie RT: Scrip 23 IsApplicable failed: syntax error at (eval 1784) line 2, near ""Resolved" return" (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:45 oakie RT: #159/2613 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:45 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:48 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:412) Nov 9 09:32:49 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:412) Nov 9 09:32:50 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 2779) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:51 oakie RT: Scrip 23 IsApplicable failed: syntax error at (eval 2783) line 2, near ""Resolved" return" (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:55 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 1816) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:56 oakie RT: Scrip 23 IsApplicable failed: syntax error at (eval 1820) line 2, near ""Resolved" return" (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:56 oakie RT: #159/2615 - Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:56 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:57 oakie RT: #159/2615 - Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:57 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:57 oakie RT: #159/2615 - Scrip 18 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:57 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:58 oakie RT: #159/2615 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:32:58 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:32:59 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 1870) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:32:59 oakie RT: Scrip 23 IsApplicable failed: syntax error at (eval 1874) line 2, near ""Resolved" return" (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 09:33:00 oakie RT: #159/2616 - Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:33:00 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) Nov 9 09:33:00 oakie RT: #159/2616 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) Nov 9 09:33:00 oakie RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHNHK8b/8X6V5MpAURAqQGAKCiYReUM5MdnWJSPEV+fLqB3Zug8wCbBKPf qOG/OUDcFdoPsOalWVqquJw= =BMtH -----END PGP SIGNATURE----- From geoff at apro.com.au Fri Nov 9 09:51:49 2007 From: geoff at apro.com.au (Geoff Roberts) Date: Sat, 10 Nov 2007 01:51:49 +1100 Subject: [rt-users] handling bounce messages - rtbouncehandler? In-Reply-To: <47345AD1.80409@factory7.com> References: <200711091452.37679.geoff@apro.com.au> <47345AD1.80409@factory7.com> Message-ID: <200711100151.51476.geoff@apro.com.au> Craig and Matt, > This may seem like an obvious solution... but > > 1) Increase the size of your mailboxes. Storage is ridiculously cheap > now adays. > > 2) If you are unable to increase the size of your mailboxes, tell your > support staff to properly manage their mailboxes and clear some space > before they leave the office for days on end. > > > We had a similar issue with Out of Office reply's from Outlook. What we > > did, quite simply, was to create a rule in Outlook that automatically > > marked those messages as read, which caused the program we used to fetch > > the mail to ignore those emails. Seems like you could do something > > similar depending on how you handle your email. Thanks for the responses. These are good and valid suggestions. Nagging at the back of my mind though is the possibility that another set of circumstances may arise to cause a similar issue via a different mechanism. As well as implementing your suggestions, I'd also like to fix the issue if possible technically whilst I can repeat the behaviour and test it. Since rtbouncehandler appears to look through the message for ticket numbers I'm guessing it may be the technical solution I'm looking for. Can someone confirm this? Kind regards, Geoff From sturner at MIT.EDU Fri Nov 9 10:04:52 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 09 Nov 2007 10:04:52 -0500 Subject: [rt-users] rt-mailgate and RT@https with selfsigned certificate In-Reply-To: <4732F794.4000608@emendis.de> References: <4732F794.4000608@emendis.de> Message-ID: <6.2.3.4.2.20071109100047.04798978@po14.mit.edu> At Thursday 11/8/2007 06:48 AM, Stefan Oeser - emendis GmbH wrote: >Hello, > > I ran into problems with setting up RT3 on https. I configured > some Ticket-Transaction via Mail in RT3. >With http-Protocol, all things work fine, but rt-mailgate has some >troubles with the httpS-Protocol. I always get >an Error: "Connection refused". All needed modules (Crypt::SSLeay) >are installed. Is it possible, that there are >some difficulties with the selfsigned certificate? > >Using a browser to enter my RT3, I need to accept some Popup-Windows >and accept the certificate manually, >perhaps, rt-mailgate doesn't accept the certificate automatically, >which results in the mentioned error?? > >I would be very grateful for some help :) >Best regards, >Stefan Oeser Hello Stefan, The way we've done this is to have apache listen on two ports for SSL connections. 443 requires certificates, 444 does not (i.e. username/password access). We use 444 for the mailgate connection. Steve From StakowskiM at prokom.pl Fri Nov 9 09:34:23 2007 From: StakowskiM at prokom.pl (Mariusz Stakowski) Date: Fri, 9 Nov 2007 15:34:23 +0100 Subject: [rt-users] e-mail address in use Message-ID: Hello list, RT 3.6.1 with Sendmail under Slackware 11. Some time ago I have created a number of users without any problem. Today a new user tried to register a request. The request was refused which seems to be OK - there was no account for him. But when I tried to create an account for him, I got a message "e-mail address in use". I have checked all the users created, but no one has that e-mail address. Then I tried to create an account for other user, who haven't tried to send a request yet, but again I was not able to do it. I've go the same message - "e-mail address in use". Hown could I solve this problem ? I would appreciate your help Best regards Mariusz -------------- next part -------------- An HTML attachment was scrubbed... URL: From mwestfall at factory7.com Fri Nov 9 10:32:40 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Fri, 09 Nov 2007 10:32:40 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: References: Message-ID: <47347D98.8000101@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Well that fixed the syntax error: but now I get this: Nov 9 10:31:48 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 1949) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Nov 9 10:31:51 oakie RT: Scrip 22 IsApplicable failed: Global symbol "$trans" requires explicit package name at (eval 1691) line 1. (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) Huw Selley wrote: > Hi, > > The syntax errror is a missing semicolon on the first line. > > return 0 unless $self->TransactionObj->Type eq "Resolved" > > Should be > > return 0 unless $self->TransactionObj->Type eq "Resolved"; > > Hope this helps. > Huw > > > On 9/11/07 2:34, "Matt Westfall" wrote: > > OK The scrip is running, but it says there are syntax errors!!! > > Nov 9 09:32:44 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 1780) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:45 oakie RT: Scrip 23 IsApplicable failed: syntax error at > (eval 1784) line 2, near ""Resolved" return" > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:45 oakie RT: > #159/2613 - > Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:45 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:48 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 > (/opt/rt3/lib/RT/I18N.pm:412) > Nov 9 09:32:49 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 > (/opt/rt3/lib/RT/I18N.pm:412) > Nov 9 09:32:50 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 2779) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:51 oakie RT: Scrip 23 IsApplicable failed: syntax error at > (eval 2783) line 2, near ""Resolved" return" > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:55 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 1816) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:56 oakie RT: Scrip 23 IsApplicable failed: syntax error at > (eval 1820) line 2, near ""Resolved" return" > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:56 oakie RT: > #159/2615 - > Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:56 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:57 oakie RT: > #159/2615 - > Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:57 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:57 oakie RT: > #159/2615 - > Scrip 18 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:57 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:58 oakie RT: > #159/2615 - > Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:32:58 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:32:59 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 1870) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:32:59 oakie RT: Scrip 23 IsApplicable failed: syntax error at > (eval 1874) line 2, near ""Resolved" return" > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 09:33:00 oakie RT: > #159/2616 - > Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:33:00 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > Nov 9 09:33:00 oakie RT: > #159/2616 - > Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > Nov 9 09:33:00 oakie RT: > No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > > Todd Chapman wrote: >>>> So the scrip never fires? >>>> >>>> Try this: >>>> >>>> return 0 unless $self->TransactionObj->Type eq "Resolved" >>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ >>>> /Yes/i; >>>> $RT::Logger->debug("Scrip running"); >>>> 1; >>>> >>>> See if that puts an entry in your logs. >>>> >>>> ---------------- >>>> Now playing: Arctic Monkeys - The Bad Thing >>>> http://foxytunes.com/artist/arctic+monkeys/track/the+bad+thing >>>> >>>> On 11/7/07, Matt Westfall wrote: >>>> OK For my scrip I have: >>>> >>>> Condition: User Defined >>>> Action: Create Tickets >>>> Template: Create-Followup >>>> Stage: Transaction Create >>>> >>>> User Condition is: >>>> >>>> return 0 unless $self->TransactionObj->Type eq "Resolved" >>>> >>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ >>>> /Yes/i; >>>> >>>> 1; >>>> >>>> My Template is: >>>> >>>> ===Create-Ticket: generate-followup >>>> Queue: Customer Service >>>> Subject: Invoice: { $Tickets{'TOP'} -> Subject() } >>>> Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } >>>> RefersTo: {$Tickets{'TOP'}->Id() } >>>> Content: A follow up was requested on this ticket. Please refer to >>>> previous ticket for more information. >>>> ENDOFCONTENT >>>> >>>> And still no joy :( :( >>>> >>>> Todd Chapman wrote: >>>>>>> ---------------- >>>>>>> Now playing: The Decemberists - Summersong >>>>>>> http://foxytunes.com/artist/the+decemberists/track/summersong >>>>>>> >>>>>>> On 11/5/07, Matt Westfall wrote: >>>>>>> There are two TransactionObj there. So would >>>>>>> >>>>>>> unless ( $self->TransactionObj->Type eq "Resolved" && >>>>>>> $self->TransactionObj->Field == FIELD_ID ) >>>>>>> { return 0; } >>>>>>> >>>>>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ >>>>>>> /Yes/i; >>>>>>> >>>>>>> 1; >>>>>>> >>>>>>> >>>>>>> The first check would 1) ensure that the ticket is being resolved && >>>>>>> That the CustomField is Set. >>>>>>> >>>>>>> Then if Followup is Yes, it would then return 1? >>>>>>> >>>>>>> What is the purpose of self->transactionobj->Field == ####?? >>>>>>> >>>>>>> >>>>>>>> That part doesn't make sense. Get rid of it. >>>>>>> Should I just be checking for if it's Resolved, and if so, checking value? >>>>>>> >>>>>>> >>>>>>>> Yes. >>>>>>> Thanks, >>>>>>> Matt >>>>>>> Tim Wilson wrote: >>>>>>>>>>>>> On Mon, Nov 5, 2007 at 1:41 PM, in message >>>>>>>>>>>>> <472F7200.8080507 at factory7.com>, >>>>>>>>>> Matt Westfall wrote: >>>>>>>>>>> -----BEGIN PGP SIGNED MESSAGE----- >>>>>>>>>>> I did see that page on the Wiki. However, I am trying to take an >>>>>>>>>>> action >>>>>>>>>>> when the ticket is resolved, and if a custom field is something. >>>>>>>>>> On this part... >>>>>>>>>> >>>>>>>>>> unless ( >>>>>>>>>> ( $self->TransactionObj->Type eq "CustomField" >>>>>>>>>> && $self->TransactionObj->Field == FIELD_ID ) >>>>>>>>>> || $self->TransactionObj->Type eq "Create" >>>>>>>>>> ) { >>>>>>>>>> return 0; >>>>>>>>>> } >>>>>>>>>> >>>>>>>>>> return 0 unless >>>>>>>>>> $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ >>>>>>>>>> /CUSTOM_FIELD_VALUE/i; >>>>>>>>>> >>>>>>>>>> 1; >>>>>>>>>> >>>>>>>>>> You could probaby change the TransactionObj type to "Resolved." >>>>>>>>>> >>>>>>>>>> -Tim >>>>>>>>>> >>>>>>>>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>> If you sign up for a new RT support contract before December 31, we'll take >>>> up to 20 percent off the price. This sale won't last long, so get in >>>> touch today. >>>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com > s2s company email disclaimer : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf > s2s company registration number : 3952958 > s2s VAT registration number : GB763132055 > Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA > Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ > Place of registration : England -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHNH2Yb/8X6V5MpAURAqM0AJ91eXdEOZPq1uSOi7kGCPIuRGKPmACdEy4w rClFgaM2ybR/wuVmADUFLmw= =jE9y -----END PGP SIGNATURE----- From barnesaw at ucrwcu.rwc.uc.edu Fri Nov 9 10:34:47 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 09 Nov 2007 10:34:47 -0500 Subject: [rt-users] Problem in Configuration In-Reply-To: <4734138B.F8B4.0061.0@buffalo.k12.mn.us> References: <47346388.5030205@puc.cl> <4734138B.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <47347E17.4040600@ucrwcu.rwc.uc.edu> On the wiki, there should be a silent resolve or a resolve once example. The former allows you to resolve with no notification sent. The latter only sends the resolved notice on the first resolve. Tim Wilson wrote: >>>> On Fri, Nov 9, 2007 at 7:41 AM, in message <47346388.5030205 at puc.cl>, Karen >>>> > Trujillo Quintanilla wrote: > > >> When tickets is closed or resolved and sending a (rt-comment..) by >> example a : Thanks..!!, the tickets is again open and I affect to >> statistics. >> > > Karen, > > If I understand you correctly, you're talking about the situation where a requester will reply to the ticket resolution message and reopen the ticket. Correct? If so, I'm afraid there's nothing you can do about it. We've added some text to our resolution message that lets people know that there's no need to reply unless the issue isn't actually resolved. It becomes a training issue for the users who need to be made to understand that they don't need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead. :-) > > -Tim > > > From jmoseley at corp.xanadoo.com Fri Nov 9 10:39:59 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Fri, 9 Nov 2007 09:39:59 -0600 Subject: [rt-users] e-mail address in use In-Reply-To: Message-ID: When you search for users, make sure you check the inactive or disabled users check box to include those users. James Moseley Mariusz Stakowski To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] e-mail address in use 11/09/2007 08:34 AM Hello list, RT 3.6.1 with Sendmail under Slackware 11. Some time ago I have created a number of users without any problem. Today a new user tried to register a request. The request was refused which seems to be OK - there was no account for him. But when I tried to create an account for him, I got a message "e-mail address in use". I have checked all the users created, but no one has that e-mail address. Then I tried to create an account for other user, who haven't tried to send a request yet, but again I was not able to do it. I've go the same message - "e-mail address in use". Hown could I solve this problem ? I would appreciate your help Best regards Mariusz _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From StakowskiM at prokom.pl Fri Nov 9 11:14:34 2007 From: StakowskiM at prokom.pl (Mariusz Stakowski) Date: Fri, 9 Nov 2007 17:14:34 +0100 Subject: Odp: Re: [rt-users] e-mail address in use In-Reply-To: Message-ID: James, - it was that ! The user tried to register a request and RT has created an account for him as a watcher. Ad he he was not on the list of active users. Thank you very much. Best regards Mariusz James Moseley Wys?ane przez: rt-users-bounces at lists.bestpractical.com 2007-11-09 16:39 Do: Mariusz Stakowski DW: rt-users at lists.bestpractical.com, rt-users-bounces at lists.bestpractical.com Temat: Re: [rt-users] e-mail address in use When you search for users, make sure you check the inactive or disabled users check box to include those users. James Moseley Mariusz Stakowski To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] e-mail address in use 11/09/2007 08:34 AM Hello list, RT 3.6.1 with Sendmail under Slackware 11. Some time ago I have created a number of users without any problem. Today a new user tried to register a request. The request was refused which seems to be OK - there was no account for him. But when I tried to create an account for him, I got a message "e-mail address in use". I have checked all the users created, but no one has that e-mail address. Then I tried to create an account for other user, who haven't tried to send a request yet, but again I was not able to do it. I've go the same message - "e-mail address in use". Hown could I solve this problem ? I would appreciate your help Best regards Mariusz _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Nov 9 11:56:11 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 09 Nov 2007 08:56:11 -0800 Subject: [rt-users] Re: Message/RFC822 CCs in templates? [FAM-RT #828] In-Reply-To: References: Message-ID: <4734912B.3000901@lbl.gov> Andreas, I'm not sure I have what your looking for, but if you are referring to overriding a header for a notification (like "subject"), then you do that in your custom template. If you are referring to replacing a particular header for a particular recipient, then I have no idea. perhaps searching the wiki on that one. If you want to override the CC recipient, there are a couple ways to do that with custom scrips and adding CC'c to the ticket (again, search the wiki). Beyond that, I really have no experience. Hope this helps. Kenn LBNL On 11/9/2007 3:27 AM, Andreas Schamanek wrote: > Hi all, > > I haven't received any answer yet, so, please allow me to ask once > again: > Is there really no way to access message headers from within a > template? I just can't believe I guess :/ > > Cheerio, > -- Andreas > > On Tue, 6 Nov 2007, Andreas Schamanek wrote: > >> I am still looking for a way to reference a message's CC: header >> within templates. How can this be done? >> (...) >> The problem is of course that the CC header does not show up in >> outgoing messages. But I could live with this if I could reference the >> CCs in templates. >> >> Any help is much welcome. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From schamane at fam.tuwien.ac.at Fri Nov 9 12:20:47 2007 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Fri, 9 Nov 2007 18:20:47 +0100 (CET) Subject: [rt-users] Re: Message/RFC822 CCs in templates? [FAM-RT #828] In-Reply-To: <4734912B.3000901@lbl.gov> References: <4734912B.3000901@lbl.gov> Message-ID: Hi Kenn, hi fellow RT users, Thanks a lot for getting back. I do know how to change the Subject and how to CC someone. I've also searched the Wiki back and forth, and all of this list's archive[*]. Anyway, what I am looking for is some way to include the information from header lines as they arrive in RT. Specifically, in templates I want to include a line that says: This message was sent to {CC: header from message} (speaking of CCs from the original message, not RT's Ccs). Or in case of the sender's address something like Dear {From: header from message} Cheerio, -- -- Andreas [*] Admittedly, I have only mostly searched for a way to get the CC: header line. Nevertheless, I think I did my part of the homework :/ From ktrujill at puc.cl Fri Nov 9 13:26:47 2007 From: ktrujill at puc.cl (Karen Trujillo Quintanilla) Date: Fri, 09 Nov 2007 15:26:47 -0300 Subject: [rt-users] Problem in Configuration In-Reply-To: <47347E17.4040600@ucrwcu.rwc.uc.edu> References: <47346388.5030205@puc.cl> <4734138B.F8B4.0061.0@buffalo.k12.mn.us> <47347E17.4040600@ucrwcu.rwc.uc.edu> Message-ID: <4734A667.4030806@puc.cl> An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri Nov 9 13:30:51 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 09 Nov 2007 13:30:51 -0500 Subject: [rt-users] Problem in Configuration In-Reply-To: <4734A667.4030806@puc.cl> References: <47346388.5030205@puc.cl> <4734138B.F8B4.0061.0@buffalo.k12.mn.us> <47347E17.4040600@ucrwcu.rwc.uc.edu> <4734A667.4030806@puc.cl> Message-ID: <4734A75B.70105@ucrwcu.rwc.uc.edu> Ok, after searching, the silent resolve wasn't on the wiki. It is on Dirk Pape's page. http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6/ and http://wiki.bestpractical.com/view/OnResolveOnce Karen Trujillo Quintanilla wrote: > Thanks, but I no found in WIKI > > Drew Barnes escribi?: >> On the wiki, there should be a silent resolve or a resolve once >> example. The former allows you to resolve with no notification sent. >> The latter only sends the resolved notice on the first resolve. >> >> >> Tim Wilson wrote: >> >>>>>> On Fri, Nov 9, 2007 at 7:41 AM, in message <47346388.5030205 at puc.cl>, Karen >>>>>> >>>>>> >>> Trujillo Quintanilla wrote: >>> >>> >>> >>>> When tickets is closed or resolved and sending a (rt-comment..) by >>>> example a : Thanks..!!, the tickets is again open and I affect to >>>> statistics. >>>> >>>> >>> Karen, >>> >>> If I understand you correctly, you're talking about the situation where a requester will reply to the ticket resolution message and reopen the ticket. Correct? If so, I'm afraid there's nothing you can do about it. We've added some text to our resolution message that lets people know that there's no need to reply unless the issue isn't actually resolved. It becomes a training issue for the users who need to be made to understand that they don't need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead. :-) >>> >>> -Tim >>> >>> >>> >>> >> >> > > -- > Karen Trujillo Quintanilla > Fono: 354-5700 > mailto: ktrujill at puc.cl > Subdirecci?n de Operaciones y Plataforma > Direcci?n de Inform?tica - PUC From ktrujill at puc.cl Fri Nov 9 13:54:57 2007 From: ktrujill at puc.cl (Karen Trujillo Quintanilla) Date: Fri, 09 Nov 2007 15:54:57 -0300 Subject: [rt-users] Problem in Configuration In-Reply-To: <4734A75B.70105@ucrwcu.rwc.uc.edu> References: <47346388.5030205@puc.cl> <4734138B.F8B4.0061.0@buffalo.k12.mn.us> <47347E17.4040600@ucrwcu.rwc.uc.edu> <4734A667.4030806@puc.cl> <4734A75B.70105@ucrwcu.rwc.uc.edu> Message-ID: <4734AD01.8000502@puc.cl> An HTML attachment was scrubbed... URL: From ktrujill at puc.cl Fri Nov 9 14:05:25 2007 From: ktrujill at puc.cl (Karen Trujillo Quintanilla) Date: Fri, 09 Nov 2007 16:05:25 -0300 Subject: [rt-users] How setting Stylesheet Request Tracker Message-ID: <4734AF75.6060602@puc.cl> An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: moz-screenshot-6.jpg Type: image/jpeg Size: 25292 bytes Desc: not available URL: From KFCrocker at lbl.gov Fri Nov 9 15:28:11 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 09 Nov 2007 12:28:11 -0800 Subject: [rt-users] RT configuration Message-ID: <4734C2DB.7070902@lbl.gov> To all, Currently, when someone makes a comment on a ticket, the ticket status changes to "open", unless it is already opened. I have a requirement to modify RT to NOT open a ticket when a comment is made. Has anyone ever done anything like this before? Some help would be appreciated. Thank you in advance. Kenn LBNL From todd at chaka.net Fri Nov 9 15:28:35 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 9 Nov 2007 15:28:35 -0500 Subject: [rt-users] [Fwd: Create Ticket but only if Custom Field is...] In-Reply-To: <47347D98.8000101@factory7.com> References: <47347D98.8000101@factory7.com> Message-ID: <519782dc0711091228y182d0cay4deab33ed4ea3b54@mail.gmail.com> You aren't usint "$trans" any where in this scrip, so that must be coming from a different scrip. On 11/9/07, Matt Westfall wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Well that fixed the syntax error: but now I get this: > > Nov 9 10:31:48 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 1949) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > Nov 9 10:31:51 oakie RT: Scrip 22 IsApplicable failed: Global symbol > "$trans" requires explicit package name at (eval 1691) line 1. > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > > > > Huw Selley wrote: > > Hi, > > > > The syntax errror is a missing semicolon on the first line. > > > > return 0 unless $self->TransactionObj->Type eq "Resolved" > > > > Should be > > > > return 0 unless $self->TransactionObj->Type eq "Resolved"; > > > > Hope this helps. > > Huw > > > > > > On 9/11/07 2:34, "Matt Westfall" wrote: > > > > OK The scrip is running, but it says there are syntax errors!!! > > > > Nov 9 09:32:44 oakie RT: Scrip 22 IsApplicable failed: Global symbol > > "$trans" requires explicit package name at (eval 1780) line 1. > > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > > Nov 9 09:32:45 oakie RT: Scrip 23 IsApplicable failed: syntax error at > > (eval 1784) line 2, near ""Resolved" return" > > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > > Nov 9 09:32:45 oakie RT: > > #159/2613 - > > Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > > Nov 9 09:32:45 oakie RT: > > No recipients > > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > > Nov 9 09:32:48 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 > > (/opt/rt3/lib/RT/I18N.pm:412) > > Nov 9 09:32:49 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1 > > (/opt/rt3/lib/RT/I18N.pm:412) > > Nov 9 09:32:50 oakie RT: Scrip 22 IsApplicable failed: Global symbol > > "$trans" requires explicit package name at (eval 2779) line 1. > > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > > Nov 9 09:32:51 oakie RT: Scrip 23 IsApplicable failed: syntax error at > > (eval 2783) line 2, near ""Resolved" return" > > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > > Nov 9 09:32:55 oakie RT: Scrip 22 IsApplicable failed: Global symbol > > "$trans" requires explicit package name at (eval 1816) line 1. > > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > > Nov 9 09:32:56 oakie RT: Scrip 23 IsApplicable failed: syntax error at > > (eval 1820) line 2, near ""Resolved" return" > > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > > Nov 9 09:32:56 oakie RT: > > #159/2615 - > > Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > > Nov 9 09:32:56 oakie RT: > > No recipients > > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > > Nov 9 09:32:57 oakie RT: > > #159/2615 - > > Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > > Nov 9 09:32:57 oakie RT: > > No recipients > > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > > Nov 9 09:32:57 oakie RT: > > #159/2615 - > > Scrip 18 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > > Nov 9 09:32:57 oakie RT: > > No recipients > > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > > Nov 9 09:32:58 oakie RT: > > #159/2615 - > > Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > > Nov 9 09:32:58 oakie RT: > > No recipients > > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > > Nov 9 09:32:59 oakie RT: Scrip 22 IsApplicable failed: Global symbol > > "$trans" requires explicit package name at (eval 1870) line 1. > > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > > Nov 9 09:32:59 oakie RT: Scrip 23 IsApplicable failed: syntax error at > > (eval 1874) line 2, near ""Resolved" return" > > (/opt/rt3/lib/RT/Condition/UserDefined.pm:69) > > Nov 9 09:33:00 oakie RT: > > #159/2616 - > > Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > > Nov 9 09:33:00 oakie RT: > > No recipients > > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > > Nov 9 09:33:00 oakie RT: > > #159/2616 - > > Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) > > Nov 9 09:33:00 oakie RT: > > No recipients > > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264) > > > > Todd Chapman wrote: > >>>> So the scrip never fires? > >>>> > >>>> Try this: > >>>> > >>>> return 0 unless $self->TransactionObj->Type eq "Resolved" > >>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > >>>> /Yes/i; > >>>> $RT::Logger->debug("Scrip running"); > >>>> 1; > >>>> > >>>> See if that puts an entry in your logs. > >>>> > >>>> ---------------- > >>>> Now playing: Arctic Monkeys - The Bad Thing > >>>> http://foxytunes.com/artist/arctic+monkeys/track/the+bad+thing > >>>> > >>>> On 11/7/07, Matt Westfall wrote: > >>>> OK For my scrip I have: > >>>> > >>>> Condition: User Defined > >>>> Action: Create Tickets > >>>> Template: Create-Followup > >>>> Stage: Transaction Create > >>>> > >>>> User Condition is: > >>>> > >>>> return 0 unless $self->TransactionObj->Type eq "Resolved" > >>>> > >>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > >>>> /Yes/i; > >>>> > >>>> 1; > >>>> > >>>> My Template is: > >>>> > >>>> ===Create-Ticket: generate-followup > >>>> Queue: Customer Service > >>>> Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > >>>> Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > >>>> RefersTo: {$Tickets{'TOP'}->Id() } > >>>> Content: A follow up was requested on this ticket. Please refer to > >>>> previous ticket for more information. > >>>> ENDOFCONTENT > >>>> > >>>> And still no joy :( :( > >>>> > >>>> Todd Chapman wrote: > >>>>>>> ---------------- > >>>>>>> Now playing: The Decemberists - Summersong > >>>>>>> http://foxytunes.com/artist/the+decemberists/track/summersong > >>>>>>> > >>>>>>> On 11/5/07, Matt Westfall wrote: > >>>>>>> There are two TransactionObj there. So would > >>>>>>> > >>>>>>> unless ( $self->TransactionObj->Type eq "Resolved" && > >>>>>>> $self->TransactionObj->Field == FIELD_ID ) > >>>>>>> { return 0; } > >>>>>>> > >>>>>>> return 0 unless $self->TicketObj->FirstCustomFieldValue('Followup') =~ > >>>>>>> /Yes/i; > >>>>>>> > >>>>>>> 1; > >>>>>>> > >>>>>>> > >>>>>>> The first check would 1) ensure that the ticket is being resolved && > >>>>>>> That the CustomField is Set. > >>>>>>> > >>>>>>> Then if Followup is Yes, it would then return 1? > >>>>>>> > >>>>>>> What is the purpose of self->transactionobj->Field == ####?? > >>>>>>> > >>>>>>> > >>>>>>>> That part doesn't make sense. Get rid of it. > >>>>>>> Should I just be checking for if it's Resolved, and if so, checking value? > >>>>>>> > >>>>>>> > >>>>>>>> Yes. > >>>>>>> Thanks, > >>>>>>> Matt > >>>>>>> Tim Wilson wrote: > >>>>>>>>>>>>> On Mon, Nov 5, 2007 at 1:41 PM, in message > >>>>>>>>>>>>> <472F7200.8080507 at factory7.com>, > >>>>>>>>>> Matt Westfall wrote: > >>>>>>>>>>> -----BEGIN PGP SIGNED MESSAGE----- > >>>>>>>>>>> I did see that page on the Wiki. However, I am trying to take an > >>>>>>>>>>> action > >>>>>>>>>>> when the ticket is resolved, and if a custom field is something. > >>>>>>>>>> On this part... > >>>>>>>>>> > >>>>>>>>>> unless ( > >>>>>>>>>> ( $self->TransactionObj->Type eq "CustomField" > >>>>>>>>>> && $self->TransactionObj->Field == FIELD_ID ) > >>>>>>>>>> || $self->TransactionObj->Type eq "Create" > >>>>>>>>>> ) { > >>>>>>>>>> return 0; > >>>>>>>>>> } > >>>>>>>>>> > >>>>>>>>>> return 0 unless > >>>>>>>>>> $self->TicketObj->FirstCustomFieldValue('CUSTOM_FIELD_NAME') =~ > >>>>>>>>>> /CUSTOM_FIELD_VALUE/i; > >>>>>>>>>> > >>>>>>>>>> 1; > >>>>>>>>>> > >>>>>>>>>> You could probaby change the TransactionObj type to "Resolved." > >>>>>>>>>> > >>>>>>>>>> -Tim > >>>>>>>>>> > >>>>>>>>>> > >>>> _______________________________________________ > >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >>>> If you sign up for a new RT support contract before December 31, we'll take > >>>> up to 20 percent off the price. This sale won't last long, so get in > >>>> touch today. > >>>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. > >>>> Community help: http://wiki.bestpractical.com > >>>> Commercial support: sales at bestpractical.com > >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>>> Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > >> > >> > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > s2s company email disclaimer : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf > > s2s company registration number : 3952958 > > s2s VAT registration number : GB763132055 > > Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA > > Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ > > Place of registration : England > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.7 (MingW32) > > iD8DBQFHNH2Yb/8X6V5MpAURAqM0AJ91eXdEOZPq1uSOi7kGCPIuRGKPmACdEy4w > rClFgaM2ybR/wuVmADUFLmw= > =jE9y > -----END PGP SIGNATURE----- > From todd at chaka.net Fri Nov 9 16:01:15 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 9 Nov 2007 16:01:15 -0500 Subject: [rt-users] RT configuration In-Reply-To: <4734C2DB.7070902@lbl.gov> References: <4734C2DB.7070902@lbl.gov> Message-ID: <519782dc0711091301j65d3a0f6r4296143ba40ed9ae@mail.gmail.com> You will have to customize the comment link or Update.html. On 11/9/07, Kenneth Crocker wrote: > To all, > > > Currently, when someone makes a comment on a ticket, the ticket status > changes to "open", unless it is already opened. I have a requirement to > modify RT to NOT open a ticket when a comment is made. Has anyone ever > done anything like this before? Some help would be appreciated. Thank > you in advance. > > > Kenn > LBNL > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Deepika.Bhatia at prosum.com Sun Nov 11 03:43:23 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Sun, 11 Nov 2007 00:43:23 -0800 Subject: [rt-users] Email Question Message-ID: All: I have my current production version which is on version 3.4.2 When I create a new ticket I receive an email as a requestor and also an email as an AdminCc since I am setup as an AdminCc on the queue that I am creating the ticket in. I am testing the latest version of RT on 3.6.5 with the same data setup from 3.4.2 and when I create a new ticket in RT using the RT interface I only receive one email as a Requestor. But I don't receive the email as an AdminCc. If I create the ticket from my outlook by sending an email to RT I receive both the emails as a requestor and also as an AdminCc. Why is that? Is that normal functionality of version 3.6.5? The same thing happens, when I try to resolve a ticket for which I was the requestor as well. And I don't receive any email when I resolve the ticket. Please comment. ~~~~~~~~~~~~~~~~~~~~~~~ Deepika Bhatia Sr. Manager Prosum Technology Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From groman at arionsys.com Sun Nov 11 05:43:47 2007 From: groman at arionsys.com (George L. Roman) Date: Sun, 11 Nov 2007 05:43:47 -0500 (EST) Subject: [rt-users] Problem with Multiple Instances In-Reply-To: References: Message-ID: <63411.66.171.44.250.1194777827.squirrel@www.arionsys.com> I'm having trouble running RT using the PerlOptions +Parent directive. My httpd.conf file: NameVirtualHost * ServerName default.name.com DocumentRoot "/var/www/html" Options FollowSymLinks AllowOverride None Order allow,deny Allow from all ServerName rt.name.com DocumentRoot "/opt/rt3/share/html" AddDefaultCharset UTF-8 ErrorLog logs/error_log_foo2 CustomLog logs/access_log_foo2 combined # This PerlOptions line causes DB connect failure #PerlOptions +Parent PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason This config file works great. I can surf to rt.name.com (port 80) and login to RT. When I uncomment the PerlOptions +Parent line, however, and restart Apache, I get the following errors: DBI connect('ORA001,'rt',...) failed: ERROR OCIEnvNlsCreate. Check ORACLE_HOME and NLS settings etc. at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed ERROR OCIEnvNlsCreate. (check ORACLE_HOME and NLS settings etc.) at /opt/rt3/lib/RT.pm line 220 Versions: rt: 3.6.5 perl: 5.8.8 mod_perl: 2.03 HTML-Mason: 1.35 httpd: 2.2.6 oracle: 11.1.0.6.0 linux: 2.6.22 (F7) Any help is appreciated. Thanks. -- George L. Roman Arion Systems Inc. From todd at chaka.net Sun Nov 11 10:52:21 2007 From: todd at chaka.net (Todd Chapman) Date: Sun, 11 Nov 2007 10:52:21 -0500 Subject: [rt-users] Email Question In-Reply-To: References: Message-ID: <519782dc0711110752v6dfbfc23pbec7851f3984119c@mail.gmail.com> See NotifyActor in RT_SiteConfig.pm. On 11/11/07, Deepika Bhatia wrote: > > > > > All: > > > > I have my current production version which is on version 3.4.2 When I create > a new ticket I receive an email as a requestor and also an email as an > AdminCc since I am setup as an AdminCc on the queue that I am creating the > ticket in. > > > > I am testing the latest version of RT on 3.6.5 with the same data setup from > 3.4.2 and when I create a new ticket in RT using the RT interface I only > receive one email as a Requestor. But I don't receive the email as an > AdminCc. If I create the ticket from my outlook by sending an email to RT I > receive both the emails as a requestor and also as an AdminCc. Why is that? > Is that normal functionality of version 3.6.5? > > > > The same thing happens, when I try to resolve a ticket for which I was the > requestor as well. And I don't receive any email when I resolve the ticket. > > > > Please comment. > > > > ~~~~~~~~~~~~~~~~~~~~~~~ > > Deepika Bhatia > > Sr. Manager > > Prosum Technology Services > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Sun Nov 11 18:35:39 2007 From: theillien at yahoo.com (Mathew) Date: Sun, 11 Nov 2007 18:35:39 -0500 Subject: [rt-users] Unable to remove 3.6.1 after upgrade to 3.6.5 Message-ID: <473791CB.3050906@yahoo.com> we just upgraded to 3.6.5 as part of an RT reconfiguration. When running 3.6.1 the path was /usr/local/rt-3.6.1 with the new version being /usr/local/rt3 for the sake of simplicity. I've changed the httpd.conf file replacing all instances of rt-3.6.1 with rt3. I've done the same with the ssl.conf file. After restarting httpd RT comes up fine and indicates that v3.6.5 is in use. However, if I attempt to move or rename the old directory (rt-3.6.1) I get an internal server error. What else do I need to change? There's no database changes to be made and /etc/aliases has been updated to point to rt-mailgate at /usr/local/rt3/bin. So what else should I be looking for? Mathew -- Keep up with my goings on at http://theillien.blogspot.com From bijayant4u at yahoo.com Mon Nov 12 06:52:13 2007 From: bijayant4u at yahoo.com (bijayant kumar) Date: Mon, 12 Nov 2007 11:52:13 +0000 (GMT) Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken Message-ID: <774933.61395.qm@web32701.mail.mud.yahoo.com> Hello list, I was using RT on my production server successfully. We were not using RT from sometime. We decided to use RT from today. Tickets are generating and getting resolved, all things are working well except the email parts. No email is going outside or coming to RT. In log i am seeing the error [error]: Scrip Prepare 9 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm [error]: Scrip Prepare 10 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107 I gone through the archives and followed some answers like upgrading scalar::utils. But this package is already updated. Please help me out. Operating system on which RT is installed is Centos-5. Looking forward to some help. Thanks & Regards Bijayant Kumar Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mhogan30 at gmail.com Mon Nov 12 08:34:16 2007 From: mhogan30 at gmail.com (Michael Hogan) Date: Mon, 12 Nov 2007 08:34:16 -0500 Subject: [rt-users] Approval Notes problem Message-ID: I have set up an approval queue that works great with one small issue. When I approve a ticket and add notes my notes show up two times in the original ticket. So if I type "This is ok to do" I will get: this is ok to do this is ok to do In my approval queue there is a scrip for "When a ticket has been approved by any approver, add correspondence to the original ticket". This scrip has a custom action preperation code of the following: # ------------------------------------------------------------------- # return(0) unless ($self->TicketObj->Type eq 'approval'); my $note; my $t = $self->TicketObj->Transactions; while (my $o = $t->Next) { $note .= $o->Content . "\n" if $o->ContentObj and $o->Content !~ /Default Approval/; } foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' )) { $obj->Comment( Content => $self->loc( "Your request has been approved by [_1]. Other approvals may still be pending.", # loc $self->TransactionObj->CreatorObj->Name, ) . "\n" . $self->loc( "Approver's notes: [_1]", # loc $note ), ); $T::Approval = $self->TicketObj; # so we can access it inside templates $self->{TicketObj} = $obj; # we want the original id in the token line } # Now magically turn myself into a Requestor Notify object... require RT::Action::Notify; bless($self, 'RT::Action::Notify'); $self->{Argument} = 'Requestor'; $self->Prepare; return 1; # ------------------------------------------------------------------- # I am not very good with perl so any help would be appreciated. It would appear it has something to do with the for or while loop. I just don't know how to fix it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mario.gomide at agricultura.gov.br Mon Nov 12 09:01:25 2007 From: mario.gomide at agricultura.gov.br (Mario Gomide) Date: Mon, 12 Nov 2007 12:01:25 -0200 Subject: [rt-users] Mandatory CustomFields Message-ID: <47385CB5.4050704@agricultura.gov.br> Hi list! I have RT 3.6.1 installed, and I want to make a few things. I have managed to make the Subject field to be mandatory by using JavaScript (it is working fine!). I also want to make my CustomFields mandatory VIA JavaScript. I know I can do that in the CF configuration, but i really need a JavaScript pop-up alert. Specially because I can define the criteria of validation. A part of my js looks like this (header part of Ticket/Create.html): if (form.XXXXX.value == "YYYY" ) { alert( "MESSAGE" ); form.XXXXX.focus(); return false; } Where XXXXX is the field name. I've tried the CustomFields here, but I don't know what the names of the these fields are... (I even tried "Object-RT%3A%3ATicket--CustomField-17-Value" but it didn't work) Any ideas? Thanks! Mario Gomide From mhogan30 at gmail.com Mon Nov 12 09:37:58 2007 From: mhogan30 at gmail.com (Michael Hogan) Date: Mon, 12 Nov 2007 09:37:58 -0500 Subject: [rt-users] Approval Notes Problem Message-ID: I have set up an approval queue that works great with one small issue. When I approve a ticket and add notes my notes show up two times in the original ticket. So if I type "This is ok to do" I will get: this is ok to do this is ok to do In my approval queue there is a scrip for "When a ticket has been approved by any approver, add correspondence to the original ticket". This scrip has a custom action preperation code of the following: # ------------------------------------------------------------------- # return(0) unless ($self->TicketObj->Type eq 'approval'); my $note; my $t = $self->TicketObj->Transactions; while (my $o = $t->Next) { $note .= $o->Content . "\n" if $o->ContentObj and $o->Content !~ /Default Approval/; } foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' )) { $obj->Comment( Content => $self->loc( "Your request has been approved by [_1]. Other approvals may still be pending.", # loc $self->TransactionObj->CreatorObj->Name, ) . "\n" . $self->loc( "Approver's notes: [_1]", # loc $note ), ); $T::Approval = $self->TicketObj; # so we can access it inside templates $self->{TicketObj} = $obj; # we want the original id in the token line } # Now magically turn myself into a Requestor Notify object... require RT::Action::Notify; bless($self, 'RT::Action::Notify'); $self->{Argument} = 'Requestor'; $self->Prepare; return 1; # ------------------------------------------------------------------- # I am not very good with perl so any help would be appreciated. It would appear it has something to do with the for or while loop. I just don't know how to fix it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists-rt at pimb.org Mon Nov 12 09:33:04 2007 From: lists-rt at pimb.org (lists-rt at pimb.org) Date: Mon, 12 Nov 2007 14:33:04 +0000 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken In-Reply-To: <774933.61395.qm@web32701.mail.mud.yahoo.com> References: <774933.61395.qm@web32701.mail.mud.yahoo.com> Message-ID: <20071112143304.GT12370@pimb.org> On Mon, Nov 12, 2007 at 11:52:13AM +0000, bijayant kumar wrote: > Hello list, > > I was using RT on my production server successfully. We were not using RT from sometime. We decided to use RT from today. Tickets are generating and getting resolved, all things are working well except the email parts. No email is going outside or coming to RT. In log i am seeing the error > > [error]: Scrip Prepare 9 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm > > [error]: Scrip Prepare 10 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107 > > I gone through the archives and followed some answers like upgrading scalar::utils. But this package is already updated. > > Please help me out. Operating system on which RT is installed is Centos-5. If i remember correctly, Centos is one of those distros that decided it was a good idea to default to the perl-only implementation of Scalar::Util, but you need the XS support for weaken. You say you've upgraded scalar::utils. Was that through CPAN? If so, did you make sure to answer yes to the XS question? J -- Jody Belka knew (at) pimb (dot) org From jafeiner at gmail.com Mon Nov 12 17:32:00 2007 From: jafeiner at gmail.com (Joel Feiner) Date: Mon, 12 Nov 2007 17:32:00 -0500 Subject: [rt-users] RT suddenly no longer works (blank titleless page for everything, no errors in apache) Message-ID: <4738D460.6090503@gmail.com> Hello, We have had a successfully operating RT installing for many months now. This weekend, we upgraded perl and now RT no longer works at all. The upgrade of perl was rolled back (it was just a minor update, so it shouldn't have caused a major problem, in any case). The problem persists. We have tried reinstalling RT, enabling debugging and not only does RT no longer work, but there are no errors in the Apache logs and the debugging log I set up in /opt/rt3/var/log remains empty. None of the configs changed prior or during the outage, except to add in debugging options, which have had no visible effect. Because our RT system is behind HTTPS, and also load-balanced using PEN, it is hard to test with, e.g. telnet or bin/rt. Note, of course, that it worked successfully using this configuration before. We are using RT 3.6.5 on CentOS 5 (x86_64) running inside two Xen virtual machines, themselves running on CentOS (x86_64). Perl version is 5.8.8 (build 10), mod_perl is version 2.0.2 (build 6.3). All CPAN dependencies are okay, verified with sbin/rt-test-dependencies. Here are the relevant config files: /opt/rt3/etc/RT_SiteConfig.pm: Set( $rtname, 'XXXXX'); Set( $Organization, "XXXXXX"); Set( $OWnerEmail , 'XXXXXX'); Set( $WebBaseURL, "https://XXXXXXX"); Set( $Timezone, "US/Eastern"); Set( $WebExternalAuth, 1); Set($DatabaseHost , 'XXXXX'); Set($DatabaseRTHost , 'XXXXX'); Set($LogToFileName, "rt.log"); Set($LogToFile, "debug"); 1; /etc/httpd/conf/httpd.conf (relevant section) ServerName XXXXX DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW SSLCertificateFile XXXXXX SSLCertificateKeyFile XXXXXX SSLCertificateChainFile XXXXXX ErrorLog /var/log/httpd/error_log TransferLog /var/log/httpd/access_log RedirectMatch permanent (.*)/$ https://XXXXXX$1/index.html /etc/httpd/conf.d/perl.conf # LoadModule perl_module modules/mod_perl.so # and a large number of commented out things [we haven't otherwise modified this file] So, at this point, we need some advice on the direction to take, and what things to try. I don't know enough about RT internals to properly debug this situation. I've read some of the documentation, but again, since we didn't change any config before this broke, it shouldn't make a difference. Thanks in advance. - Joel From jesse at bestpractical.com Mon Nov 12 17:33:14 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 Nov 2007 17:33:14 -0500 Subject: [rt-users] RT suddenly no longer works (blank titleless page for everything, no errors in apache) In-Reply-To: <4738D460.6090503@gmail.com> References: <4738D460.6090503@gmail.com> Message-ID: <20071112223314.GK2552@bestpractical.com> On Mon, Nov 12, 2007 at 05:32:00PM -0500, Joel Feiner wrote: > Hello, > > We have had a successfully operating RT installing for many months now. > This weekend, we upgraded perl and now RT no longer works at all. The > upgrade of perl was rolled back (it was just a minor update, so it > shouldn't have caused a major problem, in any case). The problem > persists. It looks like RedHat replaced Scalar::Util with a broken version....again. Try reinstalling it? We have tried reinstalling RT, enabling debugging and not > only does RT no longer work, but there are no errors in the Apache logs > and the debugging log I set up in /opt/rt3/var/log remains empty. None > of the configs changed prior or during the outage, except to add in > debugging options, which have had no visible effect. > > Because our RT system is behind HTTPS, and also load-balanced using PEN, > it is hard to test with, e.g. telnet or bin/rt. Note, of course, that > it worked successfully using this configuration before. > > We are using RT 3.6.5 on CentOS 5 (x86_64) running inside two Xen > virtual machines, themselves running on CentOS (x86_64). Perl version > is 5.8.8 (build 10), mod_perl is version 2.0.2 (build 6.3). All CPAN > dependencies are okay, verified with sbin/rt-test-dependencies. > > Here are the relevant config files: > /opt/rt3/etc/RT_SiteConfig.pm: > > Set( $rtname, 'XXXXX'); > Set( $Organization, "XXXXXX"); > Set( $OWnerEmail , 'XXXXXX'); > Set( $WebBaseURL, "https://XXXXXXX"); > Set( $Timezone, "US/Eastern"); > Set( $WebExternalAuth, 1); > Set($DatabaseHost , 'XXXXX'); > Set($DatabaseRTHost , 'XXXXX'); > Set($LogToFileName, "rt.log"); > Set($LogToFile, "debug"); > 1; > > /etc/httpd/conf/httpd.conf (relevant section) > > > ServerName XXXXX > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > SSLEngine on > SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW > > SSLCertificateFile XXXXXX > SSLCertificateKeyFile XXXXXX > SSLCertificateChainFile XXXXXX > > ErrorLog /var/log/httpd/error_log > TransferLog /var/log/httpd/access_log > RedirectMatch permanent (.*)/$ https://XXXXXX$1/index.html > > > /etc/httpd/conf.d/perl.conf > > # > > LoadModule perl_module modules/mod_perl.so > > # and a large number of commented out things [we haven't otherwise > modified this file] > > So, at this point, we need some advice on the direction to take, and > what things to try. I don't know enough about RT internals to properly > debug this situation. I've read some of the documentation, but again, > since we didn't change any config before this broke, it shouldn't make a > difference. > > Thanks in advance. > > - Joel > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From clockwork at sigsys.org Mon Nov 12 17:47:37 2007 From: clockwork at sigsys.org (clockwork at sigsys.org) Date: Mon, 12 Nov 2007 17:47:37 -0500 Subject: [rt-users] Apache MPM ? Message-ID: <5849d9130711121447m2022babch1e3ad841ffb127b3@mail.gmail.com> Does RT work properly with apache's worker thread implementation ? I would assume it is okay since I have only ever heard of problems with php code in on the worker model. Any feedback or tips/tweaks or the like are appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Deepika.Bhatia at prosum.com Mon Nov 12 19:34:49 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Mon, 12 Nov 2007 16:34:49 -0800 Subject: [rt-users] Custom Field - Date time Message-ID: All: I would like to create a custom field which can capture the date and time the ticket was worked on, i.e the start datetime and end datetime. What should be the validation for this custom field, so that the date and time are recorded in the proper format. Thanks in advance for the response. ~~~~~~~~~~~~~~~~~~~~~~~ Deepika Bhatia Sr. Manager Prosum Technology Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 12 19:46:27 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 Nov 2007 19:46:27 -0500 Subject: [rt-users] Custom Field - Date time In-Reply-To: References: Message-ID: <20071113004627.GN2552@bestpractical.com> On Mon, Nov 12, 2007 at 04:34:49PM -0800, Deepika Bhatia wrote: > All: > > I would like to create a custom field which can capture the date and time the ticket was worked on, i.e the start datetime and end datetime. What should be the validation for this custom field, so that the date and time are recorded in the proper format. Why not use the "Started" and "Completed" fields RT already has? > Thanks in advance for the response. > > ~~~~~~~~~~~~~~~~~~~~~~~ > Deepika Bhatia > Sr. Manager > Prosum Technology Services > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From Deepika.Bhatia at prosum.com Mon Nov 12 19:52:55 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Mon, 12 Nov 2007 16:52:55 -0800 Subject: [rt-users] Custom Field - Date time In-Reply-To: <20071113004627.GN2552@bestpractical.com> References: <20071113004627.GN2552@bestpractical.com> Message-ID: I need these fields for custom reporting purposes where the users can enter the date time and it not entered by the system at all. Also there are other business needs for which I need two other datetime custom fields also. Deepika. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, November 12, 2007 4:46 PM To: Deepika Bhatia Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Field - Date time On Mon, Nov 12, 2007 at 04:34:49PM -0800, Deepika Bhatia wrote: > All: > > I would like to create a custom field which can capture the date and time the ticket was worked on, i.e the start datetime and end datetime. What should be the validation for this custom field, so that the date and time are recorded in the proper format. Why not use the "Started" and "Completed" fields RT already has? > Thanks in advance for the response. > > ~~~~~~~~~~~~~~~~~~~~~~~ > Deepika Bhatia > Sr. Manager > Prosum Technology Services > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From jafeiner at gmail.com Mon Nov 12 20:54:00 2007 From: jafeiner at gmail.com (Joel Feiner) Date: Mon, 12 Nov 2007 20:54:00 -0500 Subject: [rt-users] RT suddenly no longer works (blank titleless page for everything, no errors in apache) In-Reply-To: <20071112223314.GK2552@bestpractical.com> References: <4738D460.6090503@gmail.com> <20071112223314.GK2552@bestpractical.com> Message-ID: <473903B8.5050604@gmail.com> Jesse Vincent wrote: > > > On Mon, Nov 12, 2007 at 05:32:00PM -0500, Joel Feiner wrote: >> Hello, >> >> We have had a successfully operating RT installing for many months now. >> This weekend, we upgraded perl and now RT no longer works at all. The >> upgrade of perl was rolled back (it was just a minor update, so it >> shouldn't have caused a major problem, in any case). The problem >> persists. > > It looks like RedHat replaced Scalar::Util with a broken > version....again. Try reinstalling it? > I installed (via CPAN) Scalar::Util and it installed fine, but the problem persists. There is no perl-Scalar-Util package installed (or any permutation thereof). Any other packages I should check? > > We have tried reinstalling RT, enabling debugging and not >> only does RT no longer work, but there are no errors in the Apache logs >> and the debugging log I set up in /opt/rt3/var/log remains empty. None >> of the configs changed prior or during the outage, except to add in >> debugging options, which have had no visible effect. >> >> Because our RT system is behind HTTPS, and also load-balanced using PEN, >> it is hard to test with, e.g. telnet or bin/rt. Note, of course, that >> it worked successfully using this configuration before. >> >> We are using RT 3.6.5 on CentOS 5 (x86_64) running inside two Xen >> virtual machines, themselves running on CentOS (x86_64). Perl version >> is 5.8.8 (build 10), mod_perl is version 2.0.2 (build 6.3). All CPAN >> dependencies are okay, verified with sbin/rt-test-dependencies. >> >> Here are the relevant config files: >> /opt/rt3/etc/RT_SiteConfig.pm: >> >> Set( $rtname, 'XXXXX'); >> Set( $Organization, "XXXXXX"); >> Set( $OWnerEmail , 'XXXXXX'); >> Set( $WebBaseURL, "https://XXXXXXX"); >> Set( $Timezone, "US/Eastern"); >> Set( $WebExternalAuth, 1); >> Set($DatabaseHost , 'XXXXX'); >> Set($DatabaseRTHost , 'XXXXX'); >> Set($LogToFileName, "rt.log"); >> Set($LogToFile, "debug"); >> 1; >> >> /etc/httpd/conf/httpd.conf (relevant section) >> >> >> ServerName XXXXX >> DocumentRoot /opt/rt3/share/html >> AddDefaultCharset UTF-8 >> >> PerlRequire /opt/rt3/bin/webmux.pl >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> SSLEngine on >> SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW >> >> SSLCertificateFile XXXXXX >> SSLCertificateKeyFile XXXXXX >> SSLCertificateChainFile XXXXXX >> >> ErrorLog /var/log/httpd/error_log >> TransferLog /var/log/httpd/access_log >> RedirectMatch permanent (.*)/$ https://XXXXXX$1/index.html >> >> >> /etc/httpd/conf.d/perl.conf >> >> # >> >> LoadModule perl_module modules/mod_perl.so >> >> # and a large number of commented out things [we haven't otherwise >> modified this file] >> >> So, at this point, we need some advice on the direction to take, and >> what things to try. I don't know enough about RT internals to properly >> debug this situation. I've read some of the documentation, but again, >> since we didn't change any config before this broke, it shouldn't make a >> difference. >> >> Thanks in advance. >> >> - Joel >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch >> today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From Marc.Canale at ngc.com Mon Nov 12 21:09:10 2007 From: Marc.Canale at ngc.com (Canale, Marc) Date: Mon, 12 Nov 2007 21:09:10 -0500 Subject: [rt-users] Custom Field - Date time In-Reply-To: References: <20071113004627.GN2552@bestpractical.com> Message-ID: <268151CC955BDF4191F0A03D1E640E92926B8B@XMBMD103.northgrum.com> I'm running into this same problem. If a "ticket" happened earlier but it wasn't opened until an hour or two later we need to record when the actual "ticket" happened. I haven't had any luck with the regex for the custom field, it appears to completely drop the entered date if it doesn't match instead of telling the user he/she entered it wrong. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Deepika Bhatia Sent: Monday, November 12, 2007 7:53 PM To: Jesse Vincent Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Custom Field - Date time I need these fields for custom reporting purposes where the users can enter the date time and it not entered by the system at all. Also there are other business needs for which I need two other datetime custom fields also. Deepika. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, November 12, 2007 4:46 PM To: Deepika Bhatia Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Field - Date time On Mon, Nov 12, 2007 at 04:34:49PM -0800, Deepika Bhatia wrote: > All: > > I would like to create a custom field which can capture the date and time the ticket was worked on, i.e the start datetime and end datetime. What should be the validation for this custom field, so that the date and time are recorded in the proper format. Why not use the "Started" and "Completed" fields RT already has? > Thanks in advance for the response. > > ~~~~~~~~~~~~~~~~~~~~~~~ > Deepika Bhatia > Sr. Manager > Prosum Technology Services > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 11506 bytes Desc: not available URL: From bijayant4u at yahoo.com Mon Nov 12 23:36:05 2007 From: bijayant4u at yahoo.com (bijayant kumar) Date: Tue, 13 Nov 2007 04:36:05 +0000 (GMT) Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken In-Reply-To: <20071112143304.GT12370@pimb.org> Message-ID: <826429.73625.qm@web32713.mail.mud.yahoo.com> I have tried to upgrade through CPAN only, but it said that package is already updated. After some more googling i did perl -MCPAN -e 'install "G/GB/GBARR/Scalar-List-Utils-1.18.tar.gz"' and it solves the problem of mail. But now i am facing another very strange problem. The autoreply greeting message that i am getting is very strange. In a mail the upper part contains greeting message with ticket id, and at the bottem another greeting mail written with some another ticket id that were never being created. Did you or anybody faced the same problem. Please suggest some thing to overcome from this problem. lists-rt at pimb.org wrote: On Mon, Nov 12, 2007 at 11:52:13AM +0000, bijayant kumar wrote: > Hello list, > > I was using RT on my production server successfully. We were not using RT from sometime. We decided to use RT from today. Tickets are generating and getting resolved, all things are working well except the email parts. No email is going outside or coming to RT. In log i am seeing the error > > [error]: Scrip Prepare 9 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm > > [error]: Scrip Prepare 10 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107 > > I gone through the archives and followed some answers like upgrading scalar::utils. But this package is already updated. > > Please help me out. Operating system on which RT is installed is Centos-5. If i remember correctly, Centos is one of those distros that decided it was a good idea to default to the perl-only implementation of Scalar::Util, but you need the XS support for weaken. You say you've upgraded scalar::utils. Was that through CPAN? If so, did you make sure to answer yes to the XS question? J -- Jody Belka knew (at) pimb (dot) org _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From lekefasola at gmail.com Tue Nov 13 01:36:42 2007 From: lekefasola at gmail.com (Leke Fasola) Date: Tue, 13 Nov 2007 07:36:42 +0100 Subject: [rt-users] How to Configure RT_MAILGATE with MS Exchange Message-ID: <90055900711122236v286a464dq9d5f61610693c8df@mail.gmail.com> Hello All, I just completed installation of rt3 succesfully but I don't know how to make it communicate with my MS exchange. can somebody explain how to to make rt3 send/receive mail to/fro MS exchange. Both rt3 and ms exchange servers are on the same LAN. Thank you. Leke -------------- next part -------------- An HTML attachment was scrubbed... URL: From torben.nehmer at cancom.de Tue Nov 13 02:38:58 2007 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Tue, 13 Nov 2007 08:38:58 +0100 Subject: AW: [rt-users] How to Configure RT_MAILGATE with MS Exchange In-Reply-To: <90055900711122236v286a464dq9d5f61610693c8df@mail.gmail.com> References: <90055900711122236v286a464dq9d5f61610693c8df@mail.gmail.com> Message-ID: <2100343CC6E60840AE5A814BA8A09CE00220C8A6@jetex001.int.cancom.de> Hi there, we're using Exchange (2003) here, but communication is rather simple: I am using a simple getmail script to poll the incoming Mails from POP3 Mailboxes. Getmail is part of fetchmail, if my mind serves me right. Sending is done by using a local MTA which forwards all mail using SMT to the Exchange Server (EXIM calls this "Smarthost"). Works like a charm. On the Linux box I have created an user called "rtmail" which handles all Mail retrival using a Cron Job like this: #!/bin/bash # Queue: Axapta /usr/bin/getmail_fetch --delete --quiet \ jetex001.int.cancom.de axapta.dev at cancom.de xxxxxxxx \ "|/usr/bin/rt-mailgate --queue Axapta --action correspond --url http://localhost/rt/" # Queue: Targit /usr/bin/getmail_fetch --delete --quiet \ jetex001.int.cancom.de targit.dev at cancom.de xxxxxxxx \ "|/usr/bin/rt-mailgate --queue Targit --action correspond --url http://localhost/rt/" # All comments are sent using the same address, they are accociated # using the Ticket ID. The generic RT queue is used as a fallback in # case the Ticket ID is missing. /usr/bin/getmail_fetch --delete --quiet \ jetex001.int.cancom.de rt-comments.dev at cancom.de xxxxxxxx \ "|/usr/bin/rt-mailgate --queue RequestTracker --action comment --url http://localhost/rt/" # Generic requests without special accociation, used as RT system # support queue as well. /usr/bin/getmail_fetch --delete --quiet \ jetex001.int.cancom.de rt.dev at cancom.de xxxxxxxx \ "|/usr/bin/rt-mailgate --queue RequestTracker --action correspond --url http://localhost/rt/" Greetings, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Leke Fasola Gesendet: Dienstag, 13. November 2007 07:37 An: rt-users at lists.bestpractical.com Betreff: [rt-users] How to Configure RT_MAILGATE with MS Exchange Hello All, I just completed installation of rt3 succesfully but I don't know how to make it communicate with my MS exchange. can somebody explain how to to make rt3 send/receive mail to/fro MS exchange. Both rt3 and ms exchange servers are on the same LAN. Thank you. Leke -------------- next part -------------- An HTML attachment was scrubbed... URL: From cshort at n6.com.au Tue Nov 13 03:32:04 2007 From: cshort at n6.com.au (Christopher Short) Date: Tue, 13 Nov 2007 00:32:04 -0800 Subject: [rt-users] Hiding Reminder Section? Also Watchers, Approval? Message-ID: <415AD65C134E3F4FA0B4D06C88D63F3007070128A4@EXVMBX015-3.exch015.msoutlookonline.net> Hi there, I'm currently setting up rights for the main users of of our RT installation. On a run-through with one of them, they were confused and distracted by several sections which we won't be using but are featured rather prominently on the site. These were: * the "Reminder" section on Tickets * the "New Watchers" section on the "People" tab of a Ticket * The "Approval" link on the menu bar. I'm hoping hiding these sections are as easy as removing certain rights for those user groups, especially as we'd probably still like the sysadmin to have the ability to add Watchers. Note that these ordinary users don't have the Watch or WatchAsAdminCC rights, so it seems strange that they can add Watchers (even themselves). I dread hearing that the only answer is hiding those sections with CSS. Christopher -------------- next part -------------- An HTML attachment was scrubbed... URL: From info at fullnet.co.uk Tue Nov 13 06:43:40 2007 From: info at fullnet.co.uk (Fullnet Solutions Limited Information) Date: Tue, 13 Nov 2007 11:43:40 -0000 Subject: [rt-users] Installed RT Extension CommandByMail for email commands now RT not working Message-ID: <036801c825ea$6fd58ba0$4f80a2e0$@co.uk> Hello everyone A rather Urgent request for help please. I installed RT::Extension::CommandByMail to enable email commands. Now all I get when trying to enter the rt gui is a request to downlioad the unix Directory structure. I have tried to restart apache but no use. Thanks in advance. Kobus -------------- next part -------------- An HTML attachment was scrubbed... URL: From cjm at ias.edu Tue Nov 13 08:12:58 2007 From: cjm at ias.edu (Chris McCafferty) Date: Tue, 13 Nov 2007 08:12:58 -0500 Subject: [rt-users] RT suddenly no longer works (blank titleless page for everything, no errors in apache) In-Reply-To: <473903B8.5050604@gmail.com> References: <4738D460.6090503@gmail.com> <20071112223314.GK2552@bestpractical.com> <473903B8.5050604@gmail.com> Message-ID: <4739A2DA.3020304@ias.edu> perl -MCPAN -e 'install "G/GB/GBARR/Scalar-List-Utils-1.18.tar.gz"' Then, restart apache. I also did an upgrade install of RT somewhere in there, which may or may not have been necessary. We're working perfectly now. From archermic at googlemail.com Tue Nov 13 08:55:06 2007 From: archermic at googlemail.com (Michael Archer) Date: Tue, 13 Nov 2007 14:55:06 +0100 Subject: [rt-users] RT suddenly no longer works (blank titleless page for everything, no errors in apache) In-Reply-To: <33b1e9df0711130554s7c52b1fcn51b5121ade8b5748@mail.gmail.com> References: <4738D460.6090503@gmail.com> <33b1e9df0711130554s7c52b1fcn51b5121ade8b5748@mail.gmail.com> Message-ID: <33b1e9df0711130555r3ad53986w3cd45dc2b6765b80@mail.gmail.com> > We are using RT 3.6.5 on CentOS 5 (x86_64) running inside two Xen > virtual machines, themselves running on CentOS (x86_64). Perl version > is 5.8.8 (build 10), mod_perl is version 2.0.2 (build 6.3). All CPAN > dependencies are okay, verified with sbin/rt-test-dependencies. We are using the same RT with RHEL4 (x86_64) with no virtualization in between and now have the same problem. Seems that the infrastructure staff had updated the perl.rpm a few weeks ago and we did not notice at first because apache has been up for many months now (all config changes always applied "gracefully"). Today we had to restart apache "properly" for the first time in months and now see the same thing - no error messages, no logs any more, empty pages and RT offers the main URL as "httpd/unix-directory", the bookmarked pages are all returned empty (with a 200 result code but zero length in the log files). We are desperately in need of ideas now! Michael From HelmuthRamirez at compupay.com Tue Nov 13 09:18:20 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 13 Nov 2007 09:18:20 -0500 Subject: [rt-users] How to Configure RT_MAILGATE with MS Exchange In-Reply-To: <90055900711122236v286a464dq9d5f61610693c8df@mail.gmail.com> References: <90055900711122236v286a464dq9d5f61610693c8df@mail.gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA79249062754C8@EXMIAMI01.compupay.com> Hi Leke, We are an Exchange shop as well running Postfix on the RT server with the Exchange as its Smarthost. We created accounts within AD with our "company friendly" queue e-mail addresses, one for correspondence and one for comments, these are configured to forward to an AD Contact which has the RT queue e-mail address (e-mail pointing to the actual RT server). Ticket flow goes like this: End user e-mails friendly name -> friendly name forwards to RT Contact -> Postfix receives e-mail, does the mailgate procedure Any correspondence through RT will always have the friendly name since he Reply setting within RT is set to the "company friendly" address. Hope that helps some. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Leke Fasola Sent: Tuesday, November 13, 2007 1:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to Configure RT_MAILGATE with MS Exchange Hello All, I just completed installation of rt3 succesfully but I don't know how to make it communicate with my MS exchange. can somebody explain how to to make rt3 send/receive mail to/fro MS exchange. Both rt3 and ms exchange servers are on the same LAN. Thank you. Leke -------------- next part -------------- An HTML attachment was scrubbed... URL: From jafeiner at gmail.com Tue Nov 13 09:17:27 2007 From: jafeiner at gmail.com (Joel Feiner) Date: Tue, 13 Nov 2007 09:17:27 -0500 Subject: [rt-users] RT suddenly no longer works (blank titleless page for everything, no errors in apache) In-Reply-To: <4739A2DA.3020304@ias.edu> References: <4738D460.6090503@gmail.com> <20071112223314.GK2552@bestpractical.com> <473903B8.5050604@gmail.com> <4739A2DA.3020304@ias.edu> Message-ID: <4739B1F7.8020506@gmail.com> Chris McCafferty wrote: > perl -MCPAN -e 'install "G/GB/GBARR/Scalar-List-Utils-1.18.tar.gz"' > > Then, restart apache. > > I also did an upgrade install of RT somewhere in there, which may or may > not have been necessary. We're working perfectly now. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > That fixed it! Thank you very much. - Joel From gcecchi at peviani.it Tue Nov 13 09:21:06 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Tue, 13 Nov 2007 15:21:06 +0100 Subject: R: [rt-users] How to Configure RT_MAILGATE with MS Exchange Message-ID: I basically followed what suggested into this article: http://www.msexchange.org/tutorials/MF015.html creating a contact in exchange with an smtp e-mail address pointing to the rt user mail configured on the rt server. the exchange 2003 users send e-mails to this contact to open their tickets Gianluca ________________________________ Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Leke Fasola Inviato: marted? 13 novembre 2007 7.37 A: rt-users at lists.bestpractical.com Oggetto: [rt-users] How to Configure RT_MAILGATE with MS Exchange Hello All, I just completed installation of rt3 succesfully but I don't know how to make it communicate with my MS exchange. can somebody explain how to to make rt3 send/receive mail to/fro MS exchange. Both rt3 and ms exchange servers are on the same LAN. Thank you. Leke -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Tue Nov 13 10:58:36 2007 From: vivek at khera.org (Vivek Khera) Date: Tue, 13 Nov 2007 10:58:36 -0500 Subject: [rt-users] Unable to remove 3.6.1 after upgrade to 3.6.5 In-Reply-To: <473791CB.3050906@yahoo.com> References: <473791CB.3050906@yahoo.com> Message-ID: On Nov 11, 2007, at 6:35 PM, Mathew wrote: > file. After restarting httpd RT comes up fine and indicates that > v3.6.5 is in use. However, if I attempt to move or rename the old > directory (rt-3.6.1) I get an internal server error. when the browser shows "internal server error", the server logs more data to its own error log file. go see what that is, as it will have the details you need to solve your problem. From theillien at yahoo.com Tue Nov 13 15:32:03 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 13 Nov 2007 15:32:03 -0500 Subject: [rt-users] writing new widgets Message-ID: <473A09C3.8030409@yahoo.com> A request has been made for a new item which will best be handled by a widget. I know nothing of writing these things and wonder if there is somewhere I should look to get an idea as to how to approach this. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From mwestfall at factory7.com Tue Nov 13 15:59:26 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Tue, 13 Nov 2007 15:59:26 -0500 Subject: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... Message-ID: <473A102E.3000404@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 OK, I am getting ever so closer to getting this to work. I have two Custom Fields: Billable and Followup. I want to create a followup ticket if Followup is Yes. I want to create an invoice ticket if Billable is Yes/Covered/or/Gratis Here is my Billable scrip code: Condition User Defined Action Create Tickets Template Global Template Create-Invoice return 0 unless $self->TransactionObj->Type eq "Resolved"; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Yes/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Covered/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Gratis/i; $RT::Logger->debug("Scrip running"); 1; and the Billable Template: ===Create-Ticket: generate-invoice Queue: Accounting Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: Please generate an invoice for this customer. Billable was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} Billable hours was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} Please refer to previous ticket for more information. ENDOFCONTENT For Followup: Condition User Defined Action Create Ticket Template Global Template Generate-Followup ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT When I resolve a ticket which has Yes in both fields, there are various entries in the /var/log/messages, but none of them refer to scrip 22 or 23. - From the RT_Config.pm debug messages should go to syslog or /var/log/messages, but nothing is mentioned there. I would greatly appreciate any help in finally nailing this down. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHOhAtb/8X6V5MpAURAvTyAKDF4s5C29YhPxXxP+JsqdxxKEwAcACggROL 5lPILNMpVTTxWkIu7D8rPRA= =sUid -----END PGP SIGNATURE----- From Deepika.Bhatia at prosum.com Tue Nov 13 16:36:15 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Tue, 13 Nov 2007 13:36:15 -0800 Subject: [rt-users] Email Question In-Reply-To: <519782dc0711110752v6dfbfc23pbec7851f3984119c@mail.gmail.com> References: <519782dc0711110752v6dfbfc23pbec7851f3984119c@mail.gmail.com> Message-ID: Todd- I did check my current production version which is on 3.4.2 and that has the value of NotifyActor set as 0. And my new production environment is on 3.6.5 and the NotifyActor there is also 0. Why does RT react differently if the values are the same. Any help in this matter is appreciated. Deepika -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Sunday, November 11, 2007 7:52 AM To: Deepika Bhatia Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Email Question See NotifyActor in RT_SiteConfig.pm. On 11/11/07, Deepika Bhatia wrote: > > > > > All: > > > > I have my current production version which is on version 3.4.2 When I create > a new ticket I receive an email as a requestor and also an email as an > AdminCc since I am setup as an AdminCc on the queue that I am creating the > ticket in. > > > > I am testing the latest version of RT on 3.6.5 with the same data setup from > 3.4.2 and when I create a new ticket in RT using the RT interface I only > receive one email as a Requestor. But I don't receive the email as an > AdminCc. If I create the ticket from my outlook by sending an email to RT I > receive both the emails as a requestor and also as an AdminCc. Why is that? > Is that normal functionality of version 3.6.5? > > > > The same thing happens, when I try to resolve a ticket for which I was the > requestor as well. And I don't receive any email when I resolve the ticket. > > > > Please comment. > > > > ~~~~~~~~~~~~~~~~~~~~~~~ > > Deepika Bhatia > > Sr. Manager > > Prosum Technology Services > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jarends at uiuc.edu Tue Nov 13 17:54:20 2007 From: jarends at uiuc.edu (John Arends) Date: Tue, 13 Nov 2007 16:54:20 -0600 Subject: [rt-users] Procmail filtering Message-ID: <473A2B1C.8040608@uiuc.edu> I'm trying to use procmail to filter messages coming into RT but I can't figure out how to pass a queue name to my procmail recipe if it has spaces in it. QUEUE=\"queue with spaces\" and QUEUE='queue with spaces' both cause failure. Any suggestions? My /etc/aliases looks like this: rt-general: "|/etc/smrsh/procmail -m QUEUE=General /etc/procmail/rt-deliver.rc" rt-deliver.rc looks like this: # Trash Outlook autoreplies :0 w * ^subject:.*Out of Office AutoReply /dev/null #Strip Attachments and HTML :0 fw |/usr/local/bin/stripmime.pl #Send it on to the RT queue :0 w | /usr/sbin/rt-mailgate --queue $QUEUE --action correspond --url https://myserver.edu/rt/ From weser at osp-dd.de Wed Nov 14 04:15:57 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Wed, 14 Nov 2007 10:15:57 +0100 Subject: [rt-users] Hiding Reminder Section? Also Watchers, Approval? In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F3007070128A4@EXVMBX015-3.exch015.msoutlookonline.net> References: <415AD65C134E3F4FA0B4D06C88D63F3007070128A4@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <473ABCCD.9010406@osp-dd.de> Hi Christopher, have a look at share/html/Elements/Tabs. In this file you will find the entries for the main menu and links to the sub menus. Copy the file to your local directory and modify it there, e.g. delete the part with the Approvals (I did the same here). But I bet you will figure out how it works once you have a look at the file. Best regards, Ben Christopher Short wrote: > > Hi there, > > I'm currently setting up rights for the main users of of our RT > installation. > > On a run-through with one of them, they were confused and distracted > by several sections which we won't be using but are featured rather > prominently on the site. > > These were: > > * the "Reminder" section on Tickets > > * the "New Watchers" section on the "People" tab of a > Ticket > > * The "Approval" link on the menu bar. > > > > I'm hoping hiding these sections are as easy as removing certain > rights for those user groups, especially as we'd probably still like > the sysadmin to have the ability to add Watchers. Note that these > ordinary users don't have the Watch or WatchAsAdminCC rights, so it > seems strange that they can add Watchers (even themselves). > > > > I dread hearing that the only answer is hiding those sections with CSS. > > > > Christopher > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From theillien at yahoo.com Wed Nov 14 06:14:51 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 14 Nov 2007 06:14:51 -0500 Subject: [rt-users] Procmail filtering In-Reply-To: <473A2B1C.8040608@uiuc.edu> References: <473A2B1C.8040608@uiuc.edu> Message-ID: <473AD8AB.8050405@yahoo.com> Have you tried queue\ with\ spaces? Keep up with me and what I'm up to: http://theillien.blogspot.com John Arends wrote: > I'm trying to use procmail to filter messages coming into RT but I can't > figure out how to pass a queue name to my procmail recipe if it has > spaces in it. > > QUEUE=\"queue with spaces\" and QUEUE='queue with spaces' both cause > failure. > > Any suggestions? > > My /etc/aliases looks like this: > > rt-general: "|/etc/smrsh/procmail -m QUEUE=General > /etc/procmail/rt-deliver.rc" > > rt-deliver.rc looks like this: > > # Trash Outlook autoreplies > :0 w > * ^subject:.*Out of Office AutoReply > /dev/null > > #Strip Attachments and HTML > :0 fw > |/usr/local/bin/stripmime.pl > > #Send it on to the RT queue > :0 w > | /usr/sbin/rt-mailgate --queue $QUEUE --action correspond --url > https://myserver.edu/rt/ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From Gabriele.Franzini at nervianoms.com Wed Nov 14 06:43:43 2007 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Wed, 14 Nov 2007 12:43:43 +0100 Subject: [rt-users] Page Break problems in printing Tickets (version 3.6.4) Message-ID: <20071114115336.270A24D803F@diesel.bestpractical.com> Hi, When we try printing a displayed ticket longer than a page, the box that happens to be at the bottom of the printed page is garbled (missing lines, last line shown only half etc.) and also next page is missing content. Depending on the content of the ticket, the last box on the page is either the "Custom Fields" or the "History" section, and they behave the same. Also, this happens both with IE6 and Firefox as the browser. Does somebody have some hint if changing any settings, e.g. in the html/NoAuth/css/print.css stylesheet, helps to have a clean page break in these sections? Thanks a lot in advance, Gabriele Franzini Nerviano Medical Sciences SRL Nerviano Italy -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Wed Nov 14 08:38:33 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 14 Nov 2007 08:38:33 -0500 Subject: [rt-users] Shredder no_tickets Users option behaviour Message-ID: <473AFA59.5030208@yahoo.com> I've set the arguments for the RTx-Shredder Users plugin to limit: 100 status: any name: email: replace_relations: Nobody no_tickets: true This pulled up a list of users that consist of both valid users and those created from incoming spam. I then set the no_tickets to false and got the same list. Why is there no difference? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From theillien at yahoo.com Wed Nov 14 08:46:04 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 14 Nov 2007 08:46:04 -0500 Subject: [rt-users] Shredder no_tickets Users option behaviour In-Reply-To: <473AFA59.5030208@yahoo.com> References: <473AFA59.5030208@yahoo.com> Message-ID: <473AFC1C.5090300@yahoo.com> And to clarify, I know that the status of any will pull up any user regardless of privileges but the users that come up which are enabled do have tickets with which they are associated. Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew Snyder wrote: > I've set the arguments for the RTx-Shredder Users plugin to > limit: 100 > status: any > name: > email: > replace_relations: Nobody > no_tickets: true > > This pulled up a list of users that consist of both valid users and those > created from incoming spam. I then set the no_tickets to false and got the same > list. Why is there no difference? > From kellermg at potsdam.edu Wed Nov 14 09:21:47 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: 14 Nov 2007 09:21:47 -0500 Subject: [rt-users] Apache MPM ? In-Reply-To: <5849d9130711121447m2022babch1e3ad841ffb127b3@mail.gmail.com> References: <5849d9130711121447m2022babch1e3ad841ffb127b3@mail.gmail.com> Message-ID: <1195050107.18960.30.camel@mlap> I have never used it in production using worker, but I have done development deployments that seemed to work fine. YMMV. M On Mon, 2007-11-12 at 17:47 -0500, clockwork at sigsys.org wrote: > Does RT work properly with apache's worker thread implementation ? I > would assume it is okay since I have only ever heard of problems with > php code in on the worker model. > > Any feedback or tips/tweaks or the like are appreciated. From jarends at uiuc.edu Wed Nov 14 09:58:34 2007 From: jarends at uiuc.edu (John Arends) Date: Wed, 14 Nov 2007 08:58:34 -0600 Subject: [rt-users] Procmail filtering In-Reply-To: <473AD8AB.8050405@yahoo.com> References: <473A2B1C.8040608@uiuc.edu> <473AD8AB.8050405@yahoo.com> Message-ID: <473B0D1A.5010502@uiuc.edu> "$QUEUE" in my .rc file fixed the problem. It's quite obvious why that is the solution now, but when banging your head against the wall for an hour you sometimes don't see it. Mathew Snyder wrote: > Have you tried queue\ with\ spaces? > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > John Arends wrote: >> I'm trying to use procmail to filter messages coming into RT but I can't >> figure out how to pass a queue name to my procmail recipe if it has >> spaces in it. >> >> QUEUE=\"queue with spaces\" and QUEUE='queue with spaces' both cause >> failure. >> >> Any suggestions? >> >> My /etc/aliases looks like this: >> >> rt-general: "|/etc/smrsh/procmail -m QUEUE=General >> /etc/procmail/rt-deliver.rc" >> >> rt-deliver.rc looks like this: >> >> # Trash Outlook autoreplies >> :0 w >> * ^subject:.*Out of Office AutoReply >> /dev/null >> >> #Strip Attachments and HTML >> :0 fw >> |/usr/local/bin/stripmime.pl >> >> #Send it on to the RT queue >> :0 w >> | /usr/sbin/rt-mailgate --queue $QUEUE --action correspond --url >> https://myserver.edu/rt/ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. Email us at sales at bestpractical.com or call us at +1 617 >> 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >> a copy at http://rtbook.bestpractical.com >> From gentgeen at linuxmail.org Wed Nov 14 17:25:01 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Wed, 14 Nov 2007 17:25:01 -0500 Subject: [rt-users] Asset Tracker - change the status titles Message-ID: <20071114172501.4ae70943@localhost.localdomain> In our situation, some of the default statuses of an Asset are either "duplicates" or unused. For example; test and development would mean the same thing to us, and we have no clue what a status of dr would be :-) ) I found in the source the following: # You can define new statuses and even reorder existing statuses here. # WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT # will break horribly. @ActiveStatus = qw(production development qa dr pilot test) unless @ActiveStatus; @InactiveStatus = qw(retired) unless @InactiveStatus; 1) I was wondering if the "DO NOT DELETE" would break AT ? (since the piece seems to be a copy/paste of RT_Config.pm) 2) Does changing = delete ? For example could we change "pilot" to "storage" or would we just have to add a new Status to get "storage" Our main goal is to have a status field for: a) in production - i.e. out in the field being used b) in repair - was in production, but has come back in to be fixed c) ready to go - is sitting somewhere, ready to go into production at any time. d) development and qa are OK as is for us. of course, the current production status works for A above, but we are trying to figure out what to do for B and C. -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From todd at chaka.net Wed Nov 14 17:46:36 2007 From: todd at chaka.net (Todd Chapman) Date: Wed, 14 Nov 2007 17:46:36 -0500 Subject: [rt-users] Asset Tracker - change the status titles In-Reply-To: <20071114172501.4ae70943@localhost.localdomain> References: <20071114172501.4ae70943@localhost.localdomain> Message-ID: <519782dc0711141446g411550d8l17d3cf11b599166@mail.gmail.com> On 11/14/07, Kevin Squire wrote: > In our situation, some of the default statuses of an Asset are either > "duplicates" or unused. For example; test and development would mean > the same thing to us, and we have no clue what a status of dr would be > :-) ) > > I found in the source the following: > # You can define new statuses and even reorder existing statuses here. > # WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT > # will break horribly. > > @ActiveStatus = qw(production development qa dr pilot test) unless > @ActiveStatus; > @InactiveStatus = qw(retired) unless @InactiveStatus; > > 1) I was wondering if the "DO NOT DELETE" would break AT ? (since the > piece seems to be a copy/paste of RT_Config.pm) > It probably won't break AT. You might want to grep for those statuses in the code to be sure. > 2) Does changing = delete ? For example could we change "pilot" > to "storage" or would we just have to add a new Status to get > "storage" > You probably can remove pilot and add storage. -Todd > Our main goal is to have a status field for: > a) in production - i.e. out in the field being used > b) in repair - was in production, but has come back in to be fixed > c) ready to go - is sitting somewhere, ready to go into production at > any time. > d) development and qa are OK as is for us. > > of course, the current production status works for A above, but we are > trying to figure out what to do for B and C. > > -- > http://gentgeen.homelinux.org > > ############################################################# > Associate yourself with men of good quality if you esteem > your own reputation; for 'tis better to be alone then in bad > company. - George Washington, Rules of Civility > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Wed Nov 14 18:27:52 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 14 Nov 2007 15:27:52 -0800 Subject: [rt-users] Prevent changing of Custom Field Message-ID: <473B8478.4070207@lbl.gov> To all, I have a Custom Field that has two values, "Yes" and "No". I have granted "ModifyCustomField" to a certain group. When someone of that group modifies that CF, I want to "disallow" or "stop" that update from occuring if the ticket owner is the same person modifying the CF. Is that really possible? I've been assuming that when a custom condition checked the "NewValue", the "NewValue" was already a fact, set in stone. Is my assumption correct? If so, I could create a scrip to undo the change, but that seems a bit bulky and I would prefer to stop the change before it is completed. Any help??? Thanks. Kenn LBNL From cshort at n6.com.au Thu Nov 15 00:36:06 2007 From: cshort at n6.com.au (Christopher Short) Date: Wed, 14 Nov 2007 21:36:06 -0800 Subject: [rt-users] Hiding Reminder Section? Also Watchers, Approval? In-Reply-To: <473ABCCD.9010406@osp-dd.de> References: <415AD65C134E3F4FA0B4D06C88D63F3007070128A4@EXVMBX015-3.exch015.msoutlookonline.net> <473ABCCD.9010406@osp-dd.de> Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300707099A4E@EXVMBX015-3.exch015.msoutlookonline.net> Thanks, I'll give that a go. I've also discovered that anyone with the ModifyTicket right can add watchers - the Watch and WatchAsAdminCC rights are only useful for people who don't have ModifyTicket. I assume this means there's no way I can turn off "Add Watchers" for people who have ModifyTicket. I still hope to find a way to hide or remove Reminders. Christopher -----Original Message----- From: Benjamin Weser [mailto:weser at osp-dd.de] Sent: Wednesday, November 14, 2007 8:16 PM To: Christopher Short Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Hiding Reminder Section? Also Watchers, Approval? Hi Christopher, have a look at share/html/Elements/Tabs. In this file you will find the entries for the main menu and links to the sub menus. Copy the file to your local directory and modify it there, e.g. delete the part with the Approvals (I did the same here). But I bet you will figure out how it works once you have a look at the file. Best regards, Ben Christopher Short wrote: > > Hi there, > > I'm currently setting up rights for the main users of of our RT > installation. > > On a run-through with one of them, they were confused and distracted > by several sections which we won't be using but are featured rather > prominently on the site. > > These were: > > * the "Reminder" section on Tickets > > * the "New Watchers" section on the "People" tab of a > Ticket > > * The "Approval" link on the menu bar. > > > > I'm hoping hiding these sections are as easy as removing certain > rights for those user groups, especially as we'd probably still like > the sysadmin to have the ability to add Watchers. Note that these > ordinary users don't have the Watch or WatchAsAdminCC rights, so it > seems strange that they can add Watchers (even themselves). > > > > I dread hearing that the only answer is hiding those sections with CSS. > > > > Christopher > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From weser at osp-dd.de Thu Nov 15 02:41:30 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Thu, 15 Nov 2007 08:41:30 +0100 Subject: [rt-users] Prevent changing of Custom Field In-Reply-To: <473B8478.4070207@lbl.gov> References: <473B8478.4070207@lbl.gov> Message-ID: <473BF82A.9070907@osp-dd.de> Hi Kenn, I don't think that there's an easy solution without changing RT code to prevent the change earlier. At least I haven't found anything about it in the list or wiki. I have similar requirements here and solved it with setting back the newValue to oldValue, e.g. if the user shouldn't have the possibility to set a combo box back to "work in progress" once he changed it to "work done". It's not the best solution (and I still try to get rid of the RT message "changed to 'work in progress'" although there were no visible changes for the user) but it works. If there's a solution to catch changes before changing the CF (like described by Kenn), I would be interested in it too. Regards, Ben Kenneth Crocker wrote: > To all, > > > I have a Custom Field that has two values, "Yes" and "No". I have > granted "ModifyCustomField" to a certain group. When someone of that > group modifies that CF, I want to "disallow" or "stop" that update > from occuring if the ticket owner is the same person modifying the CF. > Is that really possible? I've been assuming that when a custom > condition checked the "NewValue", the "NewValue" was already a fact, > set in stone. Is my assumption correct? If so, I could create a scrip > to undo the change, but that seems a bit bulky and I would prefer to > stop the change before it is completed. Any help??? Thanks. > > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sven.sternberger at desy.de Thu Nov 15 05:05:05 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 15 Nov 2007 11:05:05 +0100 Subject: [rt-users] Procmail filtering In-Reply-To: <473B0D1A.5010502@uiuc.edu> References: <473A2B1C.8040608@uiuc.edu> <473AD8AB.8050405@yahoo.com> <473B0D1A.5010502@uiuc.edu> Message-ID: <1195121105.13826.13.camel@pcx4546.desy.de> Hi John! only a guess, but due to the fact that the mailgateway also use http internally, I would try to encode it like an http request so I would try QUEUE="queue%20with%20spaces" good luck sven On Mi, 2007-11-14 at 08:58 -0600, John Arends wrote: > "$QUEUE" in my .rc file fixed the problem. It's quite obvious why that > is the solution now, but when banging your head against the wall for an > hour you sometimes don't see it. > > Mathew Snyder wrote: > > Have you tried queue\ with\ spaces? > > > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > > > > John Arends wrote: > >> I'm trying to use procmail to filter messages coming into RT but I can't > >> figure out how to pass a queue name to my procmail recipe if it has > >> spaces in it. > >> > >> QUEUE=\"queue with spaces\" and QUEUE='queue with spaces' both cause > >> failure. > >> > >> Any suggestions? > >> > >> My /etc/aliases looks like this: > >> > >> rt-general: "|/etc/smrsh/procmail -m QUEUE=General > >> /etc/procmail/rt-deliver.rc" > >> > >> rt-deliver.rc looks like this: > >> > >> # Trash Outlook autoreplies > >> :0 w > >> * ^subject:.*Out of Office AutoReply > >> /dev/null > >> > >> #Strip Attachments and HTML > >> :0 fw > >> |/usr/local/bin/stripmime.pl > >> > >> #Send it on to the RT queue > >> :0 w > >> | /usr/sbin/rt-mailgate --queue $QUEUE --action correspond --url > >> https://myserver.edu/rt/ > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > >> If you sign up for a new RT support contract before December 31, we'll take > >> up to 20 percent off the price. This sale won't last long, so get in > >> touch today. Email us at sales at bestpractical.com or call us at +1 617 > >> 812 0745. > >> > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > >> a copy at http://rtbook.bestpractical.com > >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From nicolas.chuche at barna.be Thu Nov 15 06:44:19 2007 From: nicolas.chuche at barna.be (Nicolas Chuche) Date: Thu, 15 Nov 2007 12:44:19 +0100 Subject: [rt-users] new RTx::EmailCompletion and poll for the next release Message-ID: <742e684f0711150344x32e2541vf38a023488285e89@mail.gmail.com> Hello, The new RTx::EmailCompletion should hit your store in the next few hours : http://search.cpan.org/~nchuche/. See below for changes. I've got some ideas for the next releases but would like to have your own : * parameter to show other fields than email in autocompletion list (Name, Address, ...) * add other auto completion fields (link ticket with completion on subject) * add a context menu in tickets list to link directly to ticket subsections As you can see, that's not only about email completion so feel free add other things you would like to have in... Main Changes for 0.03 are : * allow searching on fields other than email (Kevin Falcone && Best Practical) * LDAP autocompletion (emails LDAP background color in light grey) * optimisation in the match privileged/unprivileged criteria (faster than the if ... elsif ... else inside the loop) From Candelario at zoominfo.com Thu Nov 15 10:40:54 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Thu, 15 Nov 2007 10:40:54 -0500 Subject: [rt-users] Restoring RT in Windows Message-ID: Hi, I'm trying to restore my RT database, in Windows, using the following statement that I found in a thread: mysqlimport--user=root --default-character-set=binary --port=8284 --delete rt3 < c:\rt_win.sql It doesn't work. I was wondering if this is the statement is correct or if I should try to import the backup in a different way. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From willir70 at gmail.com Thu Nov 15 12:20:03 2007 From: willir70 at gmail.com (Todd Williams) Date: Thu, 15 Nov 2007 12:20:03 -0500 Subject: [rt-users] Special Custom Field Display/Edit - Suggestions? In-Reply-To: <20071101105029.184d313d@drone.office.uk.clara.net> References: <20071101105029.184d313d@drone.office.uk.clara.net> Message-ID: Has anyone else had success with this Custom Custom Field idea and have any sample implementations they might be willing to share? I've read through the RT Wiki pages on customizing RT but I am not sure where to start with this. I have not seen any reference information posted anywhere doing what we are trying to do here. Sorry if I'm missing something obvious, just not seeing it. Any guidance, samples, or otherwise pointers to more detailed information on what we need to do to effectively implement a customized Custom Field would be extremely helpful. Thanks in advance! On Nov 1, 2007 5:50 AM, Stan Sawa wrote: > On Tue, 30 Oct 2007 11:51:34 -0400 > "Todd Williams" wrote: > > Has anyone done anything similar to this? Can anybody offer some > > pointers, ideas, or thoughts? Any suggestions would be greatly > > appreciated. > > > > > we are currently implementing something like this (that is special > customfield with customised editor viewer). Approach, which seems to > work quite fine is adding new type of custom field (which will be used > only in one cf, but it gives us nice separation of code): > > % cat local/lib/RT/CustomField_Local.pm > no warnings qw/redefine/; > package RT::CustomField; > > $FieldTypes{ClCustID} = [ > 'Select multiple customers', > 'Select one customer' > ]; > > then, we create/add custom field to queue(s). As rt is using custom > field type for selecting which widget/componenet, so it is using: > > local/html/Elements/EditCustomFieldClCustID > local/html/Elements/ShowCustomFieldClCustID > > they were created based on one of default ones, with added additional > 'helper' dropdowns and searches. They use some javascript/async > requests to fetch data from other systems and modify existing controls. > The only thing you have to keep in mind is that the value stored in > customfield is the one which is passed in > '<%$NamePrefix.$CustomField->Id%>-Value' field of form, so you have to > make sure it is filled with correct value. > > Hope it helps. > > -- > Stanislaw Sawa > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From todd at chaka.net Thu Nov 15 13:51:57 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 15 Nov 2007 13:51:57 -0500 Subject: [rt-users] Special Custom Field Display/Edit - Suggestions? In-Reply-To: References: <20071101105029.184d313d@drone.office.uk.clara.net> Message-ID: <519782dc0711151051t824882fs50f40578d961f1d5@mail.gmail.com> RT has a callback that lets you override the name of the component that is used to render the custom field. We use this to turn an input CF into a select CF that is loaded with values from an RPC call. Here is the callbacK: > cat /opt/rt3/local/html/Callbacks/myCompany/Elements/EditCustomField/EditComponentName <%INIT> return unless $CustomField; if ( $CustomField->FriendlyPattern =~ /\WTime\W/ ) { $$Name = $m->callers(1)->dir_path . "/CustomFields/TimePicker"; return; } my $Comp = $CustomField->Name; $Comp =~ s/\W/_/g; $Comp = $m->callers(1)->dir_path . "/CustomFields/EditCF_$Comp"; $$Name = $m->comp_exists($Comp.$CustomField->id) ? $Comp.$CustomField->id : $m->comp_exists($Comp) ? $Comp : $$Name; <%ARGS> $Name $CustomField => undef $Object => undef This allows us to create files in /opt/rt3/local/html/Elements/CustomFields. For example: > cat /opt/rt3/local/html/Elements/CustomFields/EditCF_Client_Name39 % my $id = $NamePrefix . $CustomField->Id; <%init> my $clients = myCompany::RPC->get_clients(); <%args> $Object => undef $CustomField => undef $NamePrefix => undef $Default => undef $Values => undef $Multiple => 0 $Rows => undef -Todd On 11/15/07, Todd Williams wrote: > Has anyone else had success with this Custom Custom Field idea and > have any sample implementations they might be willing to share? I've > read through the RT Wiki pages on customizing RT but I am not sure > where to start with this. I have not seen any reference information > posted anywhere doing what we are trying to do here. Sorry if I'm > missing something obvious, just not seeing it. > > Any guidance, samples, or otherwise pointers to more detailed > information on what we need to do to effectively implement a > customized Custom Field would be extremely helpful. > > Thanks in advance! > > On Nov 1, 2007 5:50 AM, Stan Sawa wrote: > > On Tue, 30 Oct 2007 11:51:34 -0400 > > "Todd Williams" wrote: > > > Has anyone done anything similar to this? Can anybody offer some > > > pointers, ideas, or thoughts? Any suggestions would be greatly > > > appreciated. > > > > > > > > > we are currently implementing something like this (that is special > > customfield with customised editor viewer). Approach, which seems to > > work quite fine is adding new type of custom field (which will be used > > only in one cf, but it gives us nice separation of code): > > > > % cat local/lib/RT/CustomField_Local.pm > > no warnings qw/redefine/; > > package RT::CustomField; > > > > $FieldTypes{ClCustID} = [ > > 'Select multiple customers', > > 'Select one customer' > > ]; > > > > then, we create/add custom field to queue(s). As rt is using custom > > field type for selecting which widget/componenet, so it is using: > > > > local/html/Elements/EditCustomFieldClCustID > > local/html/Elements/ShowCustomFieldClCustID > > > > they were created based on one of default ones, with added additional > > 'helper' dropdowns and searches. They use some javascript/async > > requests to fetch data from other systems and modify existing controls. > > The only thing you have to keep in mind is that the value stored in > > customfield is the one which is passed in > > '<%$NamePrefix.$CustomField->Id%>-Value' field of form, so you have to > > make sure it is filled with correct value. > > > > Hope it helps. > > > > -- > > Stanislaw Sawa > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll take > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Candelario at zoominfo.com Thu Nov 15 14:01:07 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Thu, 15 Nov 2007 14:01:07 -0500 Subject: [rt-users] Fetchmail erro Message-ID: Anyone ever get this fetchmail error message: fetcmail: lock creation failed. This is after installing RT and Cygwin on a 2003 Server. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.pounsett at cira.ca Thu Nov 15 14:17:34 2007 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 15 Nov 2007 14:17:34 -0500 Subject: [rt-users] Unexpected session timeouts, RT 3.6.5 Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've just set up RT 3.6.5 for testing with a copy of the current database from our old 3.4.1 install, and ran the usual update scripts on the new copy. The new version seems to have an issue with sessions timing out unexpectedly, visible in Safari 2, Safari 3 and the current Firefox. Basically, after logging in, one can click around constantly for anywhere from a few seconds to a couple of minutes, but eventually will be dumped back to the login screen. I've seen this both with normal use and with frequent random clicking on links attempting to generate the error. Has anyone else seen this behaviour? Any thoughts on what might be causing it? My rt.log file is set to log at debug level, but nothing at all shows up when this error occurs. Matt Pounsett -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHPJtQmFeRJ0tjIxERAgpxAJ9gKIEmL7eJYvSmSqIUeKgHhLVfbQCgjj0Z K8wAgMdyXZy6qM0Dfgd3gdU= =I3xI -----END PGP SIGNATURE----- From JBolden at broadsoft.com Thu Nov 15 15:02:17 2007 From: JBolden at broadsoft.com (James Bolden) Date: Thu, 15 Nov 2007 15:02:17 -0500 Subject: [rt-users] Outgoing email stopped working Message-ID: <5ADF413D34913D4AB09A4B3056B0321A01DAB600@ATL1VEXC020.usdom003.tco.tc> I am running RT with POSTFIX and SENDMAIL. Due to some other activity the / partition became full. After I cleared the problem, RT started working again. However no outbound email is sent when tickets are updated. Inbound emails are received and update the tickets fine. I have tested sendmail and postfix and everything is working fine on this server RT is the only application with this email issue. Any suggestions? Thanks, James -------------- next part -------------- An HTML attachment was scrubbed... URL: From vitaliy.okulov at gmail.com Fri Nov 16 03:23:55 2007 From: vitaliy.okulov at gmail.com (Vitaliy Okulov) Date: Fri, 16 Nov 2007 11:23:55 +0300 Subject: [rt-users] mailgate don`t work Message-ID: Just install rt 3.6.5, give group Evryone access to create, replay ticket, seequue & so on. But autocreate ticket from email don`t work. Then i install 3.6.1 version of RT, all work very well. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Nov 16 05:12:09 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 16 Nov 2007 11:12:09 +0100 Subject: [rt-users] Error when trying to remove a Member of a group Message-ID: <20071116101208.GG6911@easter-eggs.com> I try to empty a group from his members which are mixed users/groups, and I get those errors for many of those members groups: [Fri Nov 16 09:50:41 2007] [warning]: User not loaded. (/opt/rt/lib/RT/User_Overlay.pm:1792) [Fri Nov 16 09:50:41 2007] [warning]: Unable to revoke delegated rights for principal 22525 (/opt/rt/lib/RT/GroupMember_Overlay.pm:334) and this member group cannot be removed :( Many thanks for any idea/hint to solve this? Tested with RT 3.4.5 and 3.6.3 on the same database (Oracle 9i). -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Fri Nov 16 05:08:25 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 16 Nov 2007 11:08:25 +0100 Subject: [rt-users] Hidding approvals tickets In-Reply-To: References: <20071102154944.GG3568@easter-eggs.com> Message-ID: <20071116100824.GF6911@easter-eggs.com> On Mon, Nov 05, 2007 at 08:44:21AM +0100, Torsten Brumm wrote: > Hi Emmanuel, > > try the following ideas. > > 1. After creating the "normal" Ticket this creates the approval ticket with > your scrip/template. Then create a second scrip which sets the "normal" > ticket to a new status (create a new status like "waiting") and don't add > this new status to the QuickSearch List, so no user is able to find this > ticket. Turn of in front the mail information about new tickets for this > queue, so no user is informed about a new ticket until its approved. > > 2. idea: create a "helper" queue where you create the "normal" tickets first > without access for any user, after successful approval move the "normal" > ticket to the correct queue. > > Both ways work fine i think. > Sorry for my late answer ... Thank you for your help, I will try one of those methods soon. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Fri Nov 16 05:50:10 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 16 Nov 2007 11:50:10 +0100 Subject: [rt-users] Error when trying to remove a Member of a group In-Reply-To: <20071116101208.GG6911@easter-eggs.com> References: <20071116101208.GG6911@easter-eggs.com> Message-ID: <20071116105010.GI6911@easter-eggs.com> On Fri, Nov 16, 2007 at 11:12:09AM +0100, Emmanuel Lacour wrote: > I try to empty a group from his members which are mixed users/groups, > and I get those errors for many of those members groups: > > [Fri Nov 16 09:50:41 2007] [warning]: User not loaded. (/opt/rt/lib/RT/User_Overlay.pm:1792) > [Fri Nov 16 09:50:41 2007] [warning]: Unable to revoke delegated rights > for principal 22525 (/opt/rt/lib/RT/GroupMember_Overlay.pm:334) > It seems I have a problem with the Principals table: SQL> select * from principals where id=22525; ID PRINCIPALTYPE OBJECTID DISABLED ---------- ---------------- ---------- ---------- 22525 Group 22525 0 SQL> select Name from groups where id=22525; NAME -------------------------------------------------------------------------------- There is no group with this Id!!! Any idea why my database has this problems? :( -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Fri Nov 16 05:59:55 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 16 Nov 2007 11:59:55 +0100 Subject: [rt-users] Error when trying to remove a Member of a group In-Reply-To: <20071116105010.GI6911@easter-eggs.com> References: <20071116101208.GG6911@easter-eggs.com> <20071116105010.GI6911@easter-eggs.com> Message-ID: <20071116105955.GL6911@easter-eggs.com> On Fri, Nov 16, 2007 at 11:50:10AM +0100, Emmanuel Lacour wrote: > It seems I have a problem with the Principals table: > > SQL> select * from principals where id=22525; > > ID PRINCIPALTYPE OBJECTID DISABLED > ---------- ---------------- ---------- ---------- > 22525 Group 22525 0 > > SQL> select Name from groups where id=22525; > > NAME > -------------------------------------------------------------------------------- > > > > There is no group with this Id!!! > > Any idea why my database has this problems? :( > Sorry .. I didn't know the true content of Groups table, there is an entry for this Principal: ID 22525 DOMAIN RT::Ticket-Role TYPE AdminCc INSTANCE 3196 -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From egaona at us.ibm.com Fri Nov 16 10:28:43 2007 From: egaona at us.ibm.com (Enrique Gaona) Date: Fri, 16 Nov 2007 09:28:43 -0600 Subject: [rt-users] Enabling simple search Message-ID: Hi, Is there a way to enable the simple search feature for non-privileged users? I know non-priv users don't have any rights at all in RT, but I'd like to give them some search capabilities, if possible. Thanks. Enrique -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdragon at pdragon.net Fri Nov 16 11:05:40 2007 From: pdragon at pdragon.net (Keith) Date: Fri, 16 Nov 2007 11:05:40 -0500 Subject: [rt-users] Outgoing email - using external smtp Message-ID: <2329fcf80711160805j4849cc63id784cc6a0ba135f@mail.gmail.com> I've read the article in the documentation for using fetchmail to retrieve email from an external pop3 account to import tickets. I was wondering if there was a way to setup RT to use an outgoing smtp server to send notification emails? Basically, I'd like RT to work just like an email client program; using a separate ISP's email servers to handle incoming and outgoing mail. While I could set up an internal mail server, my company really has no need for one and setting one up just for our ticketing software something I'm trying to avoid. Thanks! Keith From HelmuthRamirez at compupay.com Fri Nov 16 11:15:34 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 16 Nov 2007 11:15:34 -0500 Subject: [rt-users] Outgoing email - using external smtp In-Reply-To: <2329fcf80711160805j4849cc63id784cc6a0ba135f@mail.gmail.com> References: <2329fcf80711160805j4849cc63id784cc6a0ba135f@mail.gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA7924906275551@EXMIAMI01.compupay.com> We are an Exchange shop and RT has its own e-mail server running on it (Postfix). We found this to be the easiest solution. Postfix uses our Exchange as a Smarthost. We don't use it for anything else and it is very little overhead. Just a thought. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Keith Sent: Friday, November 16, 2007 11:06 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Outgoing email - using external smtp I've read the article in the documentation for using fetchmail to retrieve email from an external pop3 account to import tickets. I was wondering if there was a way to setup RT to use an outgoing smtp server to send notification emails? Basically, I'd like RT to work just like an email client program; using a separate ISP's email servers to handle incoming and outgoing mail. While I could set up an internal mail server, my company really has no need for one and setting one up just for our ticketing software something I'm trying to avoid. Thanks! Keith _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From pdragon at pdragon.net Fri Nov 16 11:50:52 2007 From: pdragon at pdragon.net (Keith) Date: Fri, 16 Nov 2007 11:50:52 -0500 Subject: [rt-users] Outgoing email - using external smtp In-Reply-To: <7314881427FC8A4081673E8CEEA7924906275551@EXMIAMI01.compupay.com> References: <2329fcf80711160805j4849cc63id784cc6a0ba135f@mail.gmail.com> <7314881427FC8A4081673E8CEEA7924906275551@EXMIAMI01.compupay.com> Message-ID: <2329fcf80711160850u43bd41dayf1d035037ea7f059@mail.gmail.com> Yeah, I've got postfix running on the test server I have right now and I think I've figured out how to have RT using it. I'm just trying to see if the other solution is possible. Don't want to have a program running on a publicly accessible server if I really don't have to. Just trying to make my own job easier. :) Keith On Nov 16, 2007 11:15 AM, Helmuth Ramirez wrote: > We are an Exchange shop and RT has its own e-mail server running on it > (Postfix). We found this to be the easiest solution. Postfix uses our > Exchange as a Smarthost. We don't use it for anything else and it is > very little overhead. Just a thought. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Keith > Sent: Friday, November 16, 2007 11:06 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Outgoing email - using external smtp > > I've read the article in the documentation for using fetchmail to > retrieve email from an external pop3 account to import tickets. I was > wondering if there was a way to setup RT to use an outgoing smtp > server to send notification emails? Basically, I'd like RT to work > just like an email client program; using a separate ISP's email > servers to handle incoming and outgoing mail. While I could set up an > internal mail server, my company really has no need for one and > setting one up just for our ticketing software something I'm trying to > avoid. > > Thanks! > > Keith > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Fri Nov 16 12:07:30 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 16 Nov 2007 12:07:30 -0500 Subject: [rt-users] Outgoing email - using external smtp In-Reply-To: <2329fcf80711160850u43bd41dayf1d035037ea7f059@mail.gmail.com> References: <2329fcf80711160805j4849cc63id784cc6a0ba135f@mail.gmail.com> <7314881427FC8A4081673E8CEEA7924906275551@EXMIAMI01.compupay.com> <2329fcf80711160850u43bd41dayf1d035037ea7f059@mail.gmail.com> Message-ID: <20071116170729.GG27094@bestpractical.com> On Fri, Nov 16, 2007 at 11:50:52AM -0500, Keith wrote: > Yeah, I've got postfix running on the test server I have right now and > I think I've figured out how to have RT using it. I'm just trying to > see if the other solution is possible. Don't want to have a program > running on a publicly accessible server if I really don't have to. > Just trying to make my own job easier. :) So, RT has the ability to send mail via SMTP directly, _however_ we strongly recommend against the use of this feature because of something RT _doesn't_ have. -- an outgoing mail queue. Whcih means that if something goes wrong, the message may be dropped. Setting up sendmail, postfix or qmail to "smart host" to your ISP's mailserver doesn't require running a daemon listening for connections from the outside world, just a local queue running daemon, which should cut down on potential security issues. Best, Jesse From pdragon at pdragon.net Fri Nov 16 12:22:57 2007 From: pdragon at pdragon.net (Keith) Date: Fri, 16 Nov 2007 12:22:57 -0500 Subject: [rt-users] Outgoing email - using external smtp In-Reply-To: <20071116170729.GG27094@bestpractical.com> References: <2329fcf80711160805j4849cc63id784cc6a0ba135f@mail.gmail.com> <7314881427FC8A4081673E8CEEA7924906275551@EXMIAMI01.compupay.com> <2329fcf80711160850u43bd41dayf1d035037ea7f059@mail.gmail.com> <20071116170729.GG27094@bestpractical.com> Message-ID: <2329fcf80711160922q49e581cbm1b30b4e114cc55ab@mail.gmail.com> On Nov 16, 2007 12:07 PM, Jesse Vincent wrote: > > > > On Fri, Nov 16, 2007 at 11:50:52AM -0500, Keith wrote: > > Yeah, I've got postfix running on the test server I have right now and > > I think I've figured out how to have RT using it. I'm just trying to > > see if the other solution is possible. Don't want to have a program > > running on a publicly accessible server if I really don't have to. > > Just trying to make my own job easier. :) > > So, RT has the ability to send mail via SMTP directly, _however_ we > strongly recommend against the use of this feature because of something > RT _doesn't_ have. -- an outgoing mail queue. Whcih means that if > something goes wrong, the message may be dropped. Setting up sendmail, > postfix or qmail to "smart host" to your ISP's mailserver doesn't > require running a daemon listening for connections from the outside > world, just a local queue running daemon, which should cut down on > potential security issues. > > Best, > Jesse > Ahhh ok. While I've gotten postfix up and running myself a few times, i'm still fairly new to it, which is why I was asking if there was this other way to do this. Thanks for your reply! Keith From gentgeen at linuxmail.org Fri Nov 16 12:38:58 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Fri, 16 Nov 2007 12:38:58 -0500 Subject: [rt-users] Enabling simple search In-Reply-To: References: Message-ID: <20071116123858.49e61897@localhost.localdomain> On Fri, 16 Nov 2007 09:28:43 -0600 Enrique Gaona wrote: > > > Hi, > Is there a way to enable the simple search feature for non-privileged > users? I know non-priv users don't have any rights at all in RT, but > I'd like to give them some search capabilities, if possible. Thanks. > > > Enrique See my post from Nov. 3rd. http://www.gossamer-threads.com/lists/rt/users/69590?#69590 No one every replied, so your mileage may very, but working will for my site. The notes and changes (and a .tar you can download) are at: http://gentgeen.homelinux.org/howtos/index.html?RT_SelfServiceSearch -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From KFCrocker at lbl.gov Fri Nov 16 13:00:34 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 16 Nov 2007 10:00:34 -0800 Subject: [rt-users] Enabling simple search In-Reply-To: References: Message-ID: <473DDAC2.7010608@lbl.gov> Enrique, Did you try giving all the Search Rights Globally to "Everyone"? Also, I'm not sure a non-privileged user can search tickets in a Queue they don't have rights to see. If you give the search rights globally, you could then give the "un-privileged" users the "ShowTicket" and "SeeQueue" rights on a queue-by-queue basis. But that, in essence, makes the "unprivileged" become users with some privileges. HA! kinda funny really. Anyway, hope this helps. Kenn LBNL On 11/16/2007 7:28 AM, Enrique Gaona wrote: > Hi, > Is there a way to enable the simple search feature for non-privileged > users? I know non-priv users don't have any rights at all in RT, but I'd > like to give them some search capabilities, if possible. Thanks. > > > Enrique > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Nov 16 13:02:33 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 16 Nov 2007 10:02:33 -0800 Subject: [rt-users] Error when trying to remove a Member of a group In-Reply-To: <20071116101208.GG6911@easter-eggs.com> References: <20071116101208.GG6911@easter-eggs.com> Message-ID: <473DDB39.1000507@lbl.gov> Emmanuel, There could be many reason why you can't remove users from a group. What are your privileges for that group. What are your privileges in changing the privileges of those users? Kenn LBNL On 11/16/2007 2:12 AM, Emmanuel Lacour wrote: > I try to empty a group from his members which are mixed users/groups, > and I get those errors for many of those members groups: > > [Fri Nov 16 09:50:41 2007] [warning]: User not loaded. (/opt/rt/lib/RT/User_Overlay.pm:1792) > [Fri Nov 16 09:50:41 2007] [warning]: Unable to revoke delegated rights > for principal 22525 (/opt/rt/lib/RT/GroupMember_Overlay.pm:334) > > and this member group cannot be removed :( > > Many thanks for any idea/hint to solve this? > > Tested with RT 3.4.5 and 3.6.3 on the same database (Oracle 9i). > From pdragon at pdragon.net Fri Nov 16 13:08:10 2007 From: pdragon at pdragon.net (Keith) Date: Fri, 16 Nov 2007 13:08:10 -0500 Subject: [rt-users] Outgoing email - using external smtp In-Reply-To: <473DD6FC.7050904@gmail.com> References: <2329fcf80711160805j4849cc63id784cc6a0ba135f@mail.gmail.com> <7314881427FC8A4081673E8CEEA7924906275551@EXMIAMI01.compupay.com> <2329fcf80711160850u43bd41dayf1d035037ea7f059@mail.gmail.com> <20071116170729.GG27094@bestpractical.com> <2329fcf80711160922q49e581cbm1b30b4e114cc55ab@mail.gmail.com> <473DD6FC.7050904@gmail.com> Message-ID: <2329fcf80711161008y2c46d27dtd932d3fabbefd04f@mail.gmail.com> On Nov 16, 2007 12:44 PM, Les Mikesell wrote: > Keith wrote: > > >> So, RT has the ability to send mail via SMTP directly, _however_ we > >> strongly recommend against the use of this feature because of something > >> RT _doesn't_ have. -- an outgoing mail queue. Whcih means that if > >> something goes wrong, the message may be dropped. Setting up sendmail, > >> postfix or qmail to "smart host" to your ISP's mailserver doesn't > >> require running a daemon listening for connections from the outside > >> world, just a local queue running daemon, which should cut down on > >> potential security issues. > > > Ahhh ok. While I've gotten postfix up and running myself a few times, > > i'm still fairly new to it, which is why I was asking if there was > > this other way to do this. Thanks for your reply! > > Redhat-style distros (RHEL, fedora, CentOS, etc.) come with a default > sendmail setup that only accepts connections from the local host. If > you are using one of those you should only have to set SMART_HOST in > sendmail.mc and restart sendmail - although in most situations you would > probably want the ability get inbound replies back to RT unless another > box is doing that. > > -- > Les Mikesell > lesmikesell at gmail.com > > I'm actually running Ubuntu LTS 6.06. We were looking to replace our existing ticketing software and so far RT is the winner. Looking to deploy it next year when the new LTS comes out (8.04). I've not done anything with sendmail before, just postfix. Right now I have RT using postfix's sendmail replacement on my test server and it looks to be working ok. Can't actually receive any mail notifications because the test server does not have a valid domain and our external mail provider is just bouncing it. Outside of the bounce error in mail.log, it looks to be working fine so far, though. From lesmikesell at gmail.com Fri Nov 16 12:44:28 2007 From: lesmikesell at gmail.com (Les Mikesell) Date: Fri, 16 Nov 2007 11:44:28 -0600 Subject: [rt-users] Outgoing email - using external smtp In-Reply-To: <2329fcf80711160922q49e581cbm1b30b4e114cc55ab@mail.gmail.com> References: <2329fcf80711160805j4849cc63id784cc6a0ba135f@mail.gmail.com> <7314881427FC8A4081673E8CEEA7924906275551@EXMIAMI01.compupay.com> <2329fcf80711160850u43bd41dayf1d035037ea7f059@mail.gmail.com> <20071116170729.GG27094@bestpractical.com> <2329fcf80711160922q49e581cbm1b30b4e114cc55ab@mail.gmail.com> Message-ID: <473DD6FC.7050904@gmail.com> Keith wrote: >> So, RT has the ability to send mail via SMTP directly, _however_ we >> strongly recommend against the use of this feature because of something >> RT _doesn't_ have. -- an outgoing mail queue. Whcih means that if >> something goes wrong, the message may be dropped. Setting up sendmail, >> postfix or qmail to "smart host" to your ISP's mailserver doesn't >> require running a daemon listening for connections from the outside >> world, just a local queue running daemon, which should cut down on >> potential security issues. > Ahhh ok. While I've gotten postfix up and running myself a few times, > i'm still fairly new to it, which is why I was asking if there was > this other way to do this. Thanks for your reply! Redhat-style distros (RHEL, fedora, CentOS, etc.) come with a default sendmail setup that only accepts connections from the local host. If you are using one of those you should only have to set SMART_HOST in sendmail.mc and restart sendmail - although in most situations you would probably want the ability get inbound replies back to RT unless another box is doing that. -- Les Mikesell lesmikesell at gmail.com From gentgeen at linuxmail.org Fri Nov 16 14:09:09 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Fri, 16 Nov 2007 14:09:09 -0500 Subject: [rt-users] Enabling simple search In-Reply-To: <20071116123858.49e61897@localhost.localdomain> References: <20071116123858.49e61897@localhost.localdomain> Message-ID: <20071116140909.39f889a9@localhost.localdomain> On Fri, 16 Nov 2007 12:38:58 -0500 Kevin Squire wrote: > working will for my site Sorry, "working well" -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From Deepika.Bhatia at prosum.com Fri Nov 16 15:03:37 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Fri, 16 Nov 2007 12:03:37 -0800 Subject: [rt-users] Modify Quick Search Message-ID: Is there any way to modify the quick search and remove the stalled tickets from it. Thanks! ~~~~~~~~~~~~~~~~~~~~~~~ Deepika Bhatia Sr. Manager Prosum Technology Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From JBolden at broadsoft.com Fri Nov 16 20:50:54 2007 From: JBolden at broadsoft.com (James Bolden) Date: Fri, 16 Nov 2007 20:50:54 -0500 Subject: [rt-users] Too many packages? ....When viewing configuration Message-ID: <5ADF413D34913D4AB09A4B3056B0321A01DAB8DF@ATL1VEXC020.usdom003.tco.tc> When clicking Configuration | Tools | System Configuration error: Too many packages? at /usr/lib/perl5/site_perl/5.8.5/Module/Versions/Report.pm line 103. context: ... 99: my $count = 0; 100: my $pref; 101: while(@stack) { 102: $this = shift @stack; 103: die "Too many packages?" if ++$count > 1000; 104: next if exists $v{$this}; 105: next if $this eq 'main'; # %main:: is %:: 106: 107: #print "Peeking at $this => ${$this . '::VERSION'}\n"; ... code stack: /usr/lib/perl5/site_perl/5.8.5/Module/Versions/Report.pm:103 /usr/local/rt3/share/html/Admin/Tools/Configuration.html:66 /usr/local/rt3/share/html/Admin/autohandler:47 /usr/local/rt3/share/html/autohandler:215 raw error When clicking on Tools System error error: Undefined subroutine &Scalar::Util::weaken called at /usr/local/rt3/lib/RT/Action/Generic.pm line 108. context: ... 104: $self->{'TicketObj'} = $args{'TicketObj'}; 105: $self->{'TransactionObj'} = $args{'TransactionObj'}; 106: $self->{'Type'} = $args{'Type'}; 107: 108: Scalar::Util::weaken($self->{'ScripActionObj'}); 109: Scalar::Util::weaken($self->{'ScripObj'}); 110: Scalar::Util::weaken($self->{'TemplateObj'}); 111: Scalar::Util::weaken($self->{'TicketObj'}); 112: Scalar::Util::weaken($self->{'TransactionObj'}); ... code stack: /usr/local/rt3/lib/RT/Action/Generic.pm:108 /usr/local/rt3/lib/RT/Action/Generic.pm:80 /usr/local/rt3/share/html/Tools/Offline.html:107 /usr/local/rt3/share/html/autohandler:215 raw error When clicking on raw error Undefined subroutine &Scalar::Util::weaken called at /usr/local/rt3/lib/RT/Action/Generic.pm line 108. Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &Scalar::Util::weaken called at /usr/local/rt3/lib/RT/Action/Generic.pm line 108.^J') called at /usr/local/rt3/lib/RT/Action/Generic.pm line 108 RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x690eb20)', 'CurrentUser', 'RT::CurrentUser=HASH(0x6af7960)') called at /usr/local/rt3/lib/RT/Action/Generic.pm line 80 RT::Action::Generic::new('RT::Action::CreateTickets', 'CurrentUser', 'RT::CurrentUser=HASH(0x6af7960)') called at /usr/local/rt3/share/html/Tools/Offline.html line 107 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x74 c7a50)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x73ac39 0)') called at /usr/local/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2f 53ed0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x73ac390)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x73ac39 0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x279298 0)', 'HASH(0x729b4e0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 73 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH (0x2792980)', 'CGI::Fast=HASH(0x74e93b0)') called at /usr/local/rt3/bin/mason_handler.fcgi line 76 eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76 Thanks, James -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Sat Nov 17 01:47:03 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 17 Nov 2007 07:47:03 +0100 Subject: [rt-users] Error when trying to remove a Member of a group In-Reply-To: <473DDB39.1000507@lbl.gov> References: <20071116101208.GG6911@easter-eggs.com> <473DDB39.1000507@lbl.gov> Message-ID: <20071117064703.GA19215@easter-eggs.com> On Fri, Nov 16, 2007 at 10:02:33AM -0800, Kenneth Crocker wrote: > Emmanuel, > > There could be many reason why you can't remove users from a group. > What are your privileges for that group. What are your privileges in > changing the privileges of those users? Hi, thanks for having a look at my problem:) So I will explain a littre bit more: I have a group "group1" This group as different kind of members, some users and some other groups. All the actions that I tried are made with a "SuperUser" account. I was able to remove some members of type "group", but some others gave me the error in my first message. I'm unable to remove members of type User for this group, RT said "no such member" :( From ruslan.zakirov at gmail.com Sat Nov 17 20:54:03 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 18 Nov 2007 04:54:03 +0300 Subject: [rt-users] Slow ticket search page becoming a problem In-Reply-To: <901230B7F495D14E8669D5A853DCF54E3C28AE@szexchange.Shopzilla.inc> References: <589c94400706280442r6a4ef41clf1cf487b10b86168@mail.gmail.com> <901230B7F495D14E8669D5A853DCF54E3C28AE@szexchange.Shopzilla.inc> Message-ID: <589c94400711171754h5086ec60ufd9a67719a261343@mail.gmail.com> Heya, guys. Finally I found some time to test this problem on mysql 5.0 and even has writen a script to reproduce it, but it showed that mysql 5.0.45 has no this bug. My script and doogles helped me to prove that it really works as expected. So I really recommend upgrade to 5.0.45 at least for users of 5.0.x. -- Best regards, Ruslan. From jesse at bestpractical.com Sat Nov 17 22:02:17 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 17 Nov 2007 22:02:17 -0500 Subject: [rt-users] Slow ticket search page becoming a problem In-Reply-To: <589c94400711171754h5086ec60ufd9a67719a261343@mail.gmail.com> References: <589c94400706280442r6a4ef41clf1cf487b10b86168@mail.gmail.com> <901230B7F495D14E8669D5A853DCF54E3C28AE@szexchange.Shopzilla.inc> <589c94400711171754h5086ec60ufd9a67719a261343@mail.gmail.com> Message-ID: <20071118030216.GG8546@bestpractical.com> On Sun, Nov 18, 2007 at 04:54:03AM +0300, Ruslan Zakirov wrote: > Heya, guys. > > Finally I found some time to test this problem on mysql 5.0 and even > has writen a script to reproduce it, but it showed that mysql 5.0.45 > has no this bug. My script and doogles helped me to prove that it > really works as expected. So I really recommend upgrade to 5.0.45 at > least for users of 5.0.x. > that's very cool. Can you publish the script so we can test older releases to see what release it was fixed in? -j From wjawor at Shopzilla.com Sun Nov 18 13:35:23 2007 From: wjawor at Shopzilla.com (Wojciech Jawor) Date: Sun, 18 Nov 2007 10:35:23 -0800 Subject: [rt-users] Slow ticket search page becoming a problem In-Reply-To: <589c94400711171754h5086ec60ufd9a67719a261343@mail.gmail.com> Message-ID: <65D356B17D1F7F44ACC00C62D4CDECDA156B20@szexchange.Shopzilla.inc> That's great news - will upgrade our dev instance on Monday and let you know how it works. Thanks, Wojtek -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Saturday, November 17, 2007 5:54 PM To: Wojciech Jawor; Philip Kime; RT users Subject: Re: [rt-users] Slow ticket search page becoming a problem Heya, guys. Finally I found some time to test this problem on mysql 5.0 and even has writen a script to reproduce it, but it showed that mysql 5.0.45 has no this bug. My script and doogles helped me to prove that it really works as expected. So I really recommend upgrade to 5.0.45 at least for users of 5.0.x. -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Sun Nov 18 14:17:42 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 18 Nov 2007 22:17:42 +0300 Subject: [rt-users] Slow ticket search page becoming a problem In-Reply-To: <20071118030216.GG8546@bestpractical.com> References: <589c94400706280442r6a4ef41clf1cf487b10b86168@mail.gmail.com> <901230B7F495D14E8669D5A853DCF54E3C28AE@szexchange.Shopzilla.inc> <589c94400711171754h5086ec60ufd9a67719a261343@mail.gmail.com> <20071118030216.GG8546@bestpractical.com> Message-ID: <589c94400711181117l7c0f9865oabec7d8b9eedfc79@mail.gmail.com> Script creates schema and data. The following query must use range search for the second table instead of 'ref'. SELECT STRAIGHT_JOIN g.id FROM acl a, grp g WHERE g.type = a.type AND ( ( g.domain = 'RT::Ticket-Role' AND g.instance = 10 ) OR ( g.domain = 'RT::Queue-Role' AND g.instance = 3 ) OR ( g.domain = 'RT::System-Role' AND g.instance = 1 ) ); On Nov 18, 2007 6:02 AM, Jesse Vincent wrote: > > > > > On Sun, Nov 18, 2007 at 04:54:03AM +0300, Ruslan Zakirov wrote: > > Heya, guys. > > > > Finally I found some time to test this problem on mysql 5.0 and even > > has writen a script to reproduce it, but it showed that mysql 5.0.45 > > has no this bug. My script and doogles helped me to prove that it > > really works as expected. So I really recommend upgrade to 5.0.45 at > > least for users of 5.0.x. > > > > that's very cool. Can you publish the script so we can test older > releases to see what release it was fixed in? > > -j > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: create_data.pl Type: text/x-perl Size: 945 bytes Desc: not available URL: From bekeny-rt at docca.hu Sun Nov 18 17:01:17 2007 From: bekeny-rt at docca.hu (Bekeny BALINT) Date: Sun, 18 Nov 2007 23:01:17 +0100 Subject: [rt-users] Slow ticket search page becoming a problem In-Reply-To: <65D356B17D1F7F44ACC00C62D4CDECDA156B20@szexchange.Shopzilla.inc> References: <65D356B17D1F7F44ACC00C62D4CDECDA156B20@szexchange.Shopzilla.inc> Message-ID: <4740B62D.7090102@docca.hu> Hi All, I have upgraded our RT's heavily used MySQL database engine from 5.0.27 to 5.0.45 (on FreeBSD 6.2) and the Search page has become multiple times quicker. Thank you Ruslan! -- Bek?ny Wojciech Jawor wrote, On 2007.11.18. 19:35: > That's great news - will upgrade our dev instance on Monday and let you > know how it works. > > Thanks, > Wojtek > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Saturday, November 17, 2007 5:54 PM > To: Wojciech Jawor; Philip Kime; RT users > Subject: Re: [rt-users] Slow ticket search page becoming a problem > > Heya, guys. > > Finally I found some time to test this problem on mysql 5.0 and even > has writen a script to reproduce it, but it showed that mysql 5.0.45 > has no this bug. My script and doogles helped me to prove that it > really works as expected. So I really recommend upgrade to 5.0.45 at > least for users of 5.0.x. > From torben.nehmer at cancom.de Mon Nov 19 02:54:21 2007 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Mon, 19 Nov 2007 08:54:21 +0100 Subject: [rt-users] RSS Feed Permissions/Authentication problem (Repost) In-Reply-To: <2100343CC6E60840AE5A814BA8A09CE001C8A095@jetex001.int.cancom.de> References: <2100343CC6E60840AE5A814BA8A09CE001C8A095@jetex001.int.cancom.de> Message-ID: <2100343CC6E60840AE5A814BA8A09CE0022D47C7@jetex001.int.cancom.de> Hello everybody, does anybody have any idea here, would it be possible to move the RSS streams to HTTP Basic Authentication? Old post: | Is there?a way to load the RSS feeds of RT within a RSS Reader without | having to use the form based authentication beforehand? |? | In my case here I have tried adding a Ticket Feed to the Outlook of my | boss, which can't load the feed because of missing authentication | (obviously). Other RSS Readers could?have the same problem, I'd suspect. ? ? Greetings, Torben. From schamane at fam.tuwien.ac.at Mon Nov 19 03:28:03 2007 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Mon, 19 Nov 2007 09:28:03 +0100 (CET) Subject: [rt-users] RSS Feed Permissions/Authentication problem (Repost) In-Reply-To: <2100343CC6E60840AE5A814BA8A09CE0022D47C7@jetex001.int.cancom.de> References: <2100343CC6E60840AE5A814BA8A09CE001C8A095@jetex001.int.cancom.de> <2100343CC6E60840AE5A814BA8A09CE0022D47C7@jetex001.int.cancom.de> Message-ID: Hi there, On Mon, 19 Nov 2007, Torben Nehmer wrote: > does anybody have any idea here, would it be possible to move the > RSS streams to HTTP Basic Authentication? In advance, I apologize for not having tested this myself with RT. The following is just wild guessing but it's probably the way I'd try to go if I had to (and I actually do so in other frameworks): You could try to retrieve the RSS data "off-line" by means of some command-line tool. Then let your WWW server do the authentication. I am using a method called screen scraping by means of Perl's WWW::Mechanize. WWW::Mechanize is old but still does a good job. http://www.google.com/search?q=WWW%3A%3AMechanize+Screen+scraping HTH, -- -- Andreas From torsten.brumm at googlemail.com Mon Nov 19 09:13:12 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 19 Nov 2007 15:13:12 +0100 Subject: [rt-users] Too many packages? ....When viewing configuration In-Reply-To: <5ADF413D34913D4AB09A4B3056B0321A01DAB8DF@ATL1VEXC020.usdom003.tco.tc> References: <5ADF413D34913D4AB09A4B3056B0321A01DAB8DF@ATL1VEXC020.usdom003.tco.tc> Message-ID: Hi, which version of Scalar::Util you have in place? i remember a threat some days ago with a problem with Scalar::Util. Torsten 2007/11/17, James Bolden : > > ** > *When clicking Configuration | Tools | System Configuration* > > > * error: Too many packages? at > /usr/lib/perl5/site_perl/5.8.5/Module/Versions/Report.pm line 103. > context: ... > 99: my $count = 0; 100: my $pref; 101: while(@stack) { 102: $this = > shift @stack; 103: die "Too many packages?" if ++$count > 1000; 104: next > if exists $v{$this}; 105: next if $this eq 'main'; # %main:: is %:: 106: > 107: #print "Peeking at $this => ${$this . '::VERSION'}\n"; ... > code stack: /usr/lib/perl5/site_perl/5.8.5/Module/Versions/Report.pm:103 > /usr/local/rt3/share/html/Admin/Tools/Configuration.html:66 > /usr/local/rt3/share/html/Admin/autohandler:47 > /usr/local/rt3/share/html/autohandler:215 > raw error > > * > > ** > > *When clicking on Tools* > > ** > > ** > > *System error* > *error:* Undefined subroutine &Scalar::Util::weaken called at > /usr/local/rt3/lib/RT/Action/Generic.pm line 108. > *context:* *...* > *104:* $self->{'TicketObj'} = $args{'TicketObj'}; *105:* $self->{'TransactionObj'} > = $args{'TransactionObj'}; *106:* $self->{'Type'} = $args{'Type'}; *107:* > > *108:* Scalar::Util::weaken($self->{'ScripActionObj'}); *109:* > Scalar::Util::weaken($self->{'ScripObj'}); *110:* > Scalar::Util::weaken($self->{'TemplateObj'}); *111:* > Scalar::Util::weaken($self->{'TicketObj'}); *112:* > Scalar::Util::weaken($self->{'TransactionObj'}); *...* > *code stack:* /usr/local/rt3/lib/RT/Action/Generic.pm:108 > /usr/local/rt3/lib/RT/Action/Generic.pm:80 > /usr/local/rt3/share/html/Tools/Offline.html:107 > /usr/local/rt3/share/html/autohandler:215 > raw error > > When clicking on raw error > > Undefined subroutine &Scalar::Util::weaken called at /usr/local/rt3/lib/RT/Action/Generic.pm line 108. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 > HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &Scalar::Util::weaken called at /usr/local/rt3/lib/RT/Action/Generic.pm line 108.^J') called at /usr/local/rt3/lib/RT/Action/Generic.pm line 108 > RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x690eb20)', 'CurrentUser', 'RT::CurrentUser=HASH(0x6af7960)') called at /usr/local/rt3/lib/RT/Action/Generic.pm line 80 > RT::Action::Generic::new('RT::Action::CreateTickets', 'CurrentUser', 'RT::CurrentUser=HASH(0x6af7960)') called at /usr/local/rt3/share/html/Tools/Offline.html line 107 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x74c7a50)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x73ac390)') called at /usr/local/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x2f53ed0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 459 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x73ac390)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 > HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x73ac390)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 342 > HTML::Mason::Interp::exec(undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x2792980)', 'HASH(0x729b4e0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 73 > HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x2792980)', 'CGI::Fast=HASH(0x74e93b0)') called at /usr/local/rt3/bin/mason_handler.fcgi line 76 > eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76 > > > Thanks, > James > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 19 09:17:16 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 09:17:16 -0500 Subject: [rt-users] Too many packages? ....When viewing configuration In-Reply-To: References: <5ADF413D34913D4AB09A4B3056B0321A01DAB8DF@ATL1VEXC020.usdom003.tco.tc> Message-ID: <47419AEC.2030207@bestpractical.com> I believe that the correct fix is to install the latest version of Module::Versions::Report from CPAN. From j.glutting at continentalserv.com Mon Nov 19 09:22:14 2007 From: j.glutting at continentalserv.com (Jim GLutting) Date: Mon, 19 Nov 2007 09:22:14 -0500 Subject: [rt-users] RT wont run after up2date in RHEL 4.0 Message-ID: <47419C16.6020504@continentalserv.com> An HTML attachment was scrubbed... URL: From konstantinn at parallels.com Mon Nov 19 08:57:15 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Mon, 19 Nov 2007 16:57:15 +0300 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI Message-ID: Hello everyone! Here's my current setup: RT 3.6.1 Perl v5.8.8 under linux Apache v1.27; DBIx::SearchBuilder v1.48; HTML::Mason v1.35; mod_perl v1.29; Mysql 5 Approx 20 queues, 50 000 tickets First of all, I've failed to find any solution in the lists, so I post this question. Recently weird things started to happen: random tickets in WebUI were not displayed further than a certain transaction in the middle. This happened both in Display.html and History.html. First thing I did, according to the Lists was reversing the history display order. Guess what? The history kept displaying in that case only till this very transaction! So, for example, if there are transactions 1,2,3,4,5 defined for a ticket, I could see transactions 1 and 2 in direct history order, and transactions 5 and 4 in the reverse one! Given that, I tried simply to remove transaction 3 using the Shredder. In some cases that helped, in others not. No 100% solution here. I looked directly into the mysql database and found out that all the transactions that are not displayed are stored and are stored correctly, as their respective attachments. They just are not displayed. Then, I tried to consecutively remove all the page customizations I store in /opt/rt3/local/html folder to see which one causes trouble. None of them do. Even the neat one from the wiki: http://wiki.bestpractical.com/view/HideTransactions does not seem to cause the issue)) Then, I tried to look into the ShowHistory module from /opt/rt3/share/html/Ticket/ to see how this works. I transferred the following lines that choose the ticket's transactions to a separate script: my $Transactions = new RT::Transactions($session{'CurrentUser'}); if ($Tickets) { while (my $t = $Tickets->Next) { $Transactions->LimitToTicket($t->id); } } else { $Transactions = $Ticket->Transactions; } I had my script return the Count of transactions for the ticket loaded: it is the same as the mysql query result. So, I do not know where to go from here. Would really appreciate any help or directions. Thank you very much! Sincerely, Kostya -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 19 09:33:52 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 09:33:52 -0500 Subject: [rt-users] RT wont run after up2date in RHEL 4.0 In-Reply-To: <47419C16.6020504@continentalserv.com> References: <47419C16.6020504@continentalserv.com> Message-ID: <47419ED0.5070608@bestpractical.com> Jim GLutting wrote: > Hi > We have been running RT for about 1 month on RHEL 4.0 > up2date was run last week, and now I get the following error in the http logs: > > /RT requires the Scalar::Util module be built with support for the 'weaken' > function. > It is sometimes the case that operating system upgrades will replace > a working Scalar::Util with a non-working one. If your system was working > correctly up until now, this is likely the cause of the problem. > Please reinstall Scalar::Util, being careful to let it build with your C > compiler. Ususally this is as simple as running the following command as > root. > > perl -MCPAN -e'install Scalar::Util'/ > > If I run cpan install Scalar::Util, it says it is up to date. > > How can I correct this problem to get RT up? > You'll need to manually install Scalar::Util by downloading it from search.cpan.org. RedHat installed a version that's labeled as current, but is broken (built without a C compiler). > Thank you > > -- > Jim Glutting > I.T. Consultant > Continental Services, Inc. > 248-310-7400 > www.ContinentalServ.com > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Mon Nov 19 09:35:48 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 09:35:48 -0500 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: References: Message-ID: <20071119143548.GH25399@bestpractical.com> Konstantin, Is anything strange showing up in your apache error log? On Mon, Nov 19, 2007 at 04:57:15PM +0300, Konstantin Naryzhniy wrote: > Hello everyone! > > Here's my current setup: > > RT 3.6.1 > > Perl v5.8.8 under linux > > Apache v1.27; > > DBIx::SearchBuilder v1.48; > > HTML::Mason v1.35; > > mod_perl v1.29; > > Mysql 5 > > Approx 20 queues, 50 000 tickets > > > > First of all, I've failed to find any solution in the lists, so I post > this question. > > > > Recently weird things started to happen: random tickets in WebUI were > not displayed further than a certain transaction in the middle. > > This happened both in Display.html and History.html. > > > > First thing I did, according to the Lists was reversing the history > display order. Guess what? The history kept displaying in that case only > till this very transaction! > > > > So, for example, if there are transactions 1,2,3,4,5 defined for a > ticket, I could see transactions 1 and 2 in direct history order, and > transactions 5 and 4 in the reverse one! > > > > Given that, I tried simply to remove transaction 3 using the Shredder. > In some cases that helped, in others not. No 100% solution here. > > I looked directly into the mysql database and found out that all the > transactions that are not displayed are stored and are stored correctly, > as their respective attachments. They just are not displayed. > > Then, I tried to consecutively remove all the page customizations I > store in /opt/rt3/local/html folder to see which one causes trouble. > None of them do. Even the neat one from the wiki: > http://wiki.bestpractical.com/view/HideTransactions does not seem to > cause the issue)) > > > > Then, I tried to look into the ShowHistory module from > /opt/rt3/share/html/Ticket/ to see how this works. > > I transferred the following lines that choose the ticket's transactions > to a separate script: > > my $Transactions = new RT::Transactions($session{'CurrentUser'}); > > if ($Tickets) { > > while (my $t = $Tickets->Next) { > > $Transactions->LimitToTicket($t->id); > > } > > } else { > > $Transactions = $Ticket->Transactions; > > } > > I had my script return the Count of transactions for the ticket loaded: > it is the same as the mysql query result. > > > > So, I do not know where to go from here. > > Would really appreciate any help or directions. > > > > Thank you very much! > > > > Sincerely, > > Kostya > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From jesse at bestpractical.com Mon Nov 19 09:38:25 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 09:38:25 -0500 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: References: Message-ID: <20071119143824.GI25399@bestpractical.com> > > Recently weird things started to happen: random tickets in WebUI were > not displayed further than a certain transaction in the middle. > > This happened both in Display.html and History.html. > > My _guess_ is that you're running into one of the very rare, but catastrophic bugs in Text::Quoted. I alluded to this in my previous email. You _should_ see weird segfaults in the apache error log if this is the case. Try 1) bringing it current or 2) removing it entirely. Best, Jesse From asraikhn at gmail.com Mon Nov 19 09:51:23 2007 From: asraikhn at gmail.com (Asrai khn) Date: Mon, 19 Nov 2007 19:51:23 +0500 Subject: [rt-users] RT3 not sending emails to requestor or owner Message-ID: <5f0f8dba0711190651h651ce0e4ib1d2bd2026c80ad8@mail.gmail.com> Hi we are in the process of moving our rt from host host to another, for testing purpose i have installed rt3 using 'yum' on fedora 7, we are using the same mysql dbs from original (by taking dump) Everything looks fine just one problem, before in our rt setup 'requestors' and owners do get emails but now if i create new ticket or take ticket or 'reslove' one rt do not sent email to 'me' (owner, requestor etc) Any idea what i am missing? Thanks. Askar From mwestfall at factory7.com Mon Nov 19 09:52:04 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Mon, 19 Nov 2007 09:52:04 -0500 Subject: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... Message-ID: <4741A314.6020903@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 OK, I am getting ever so closer to getting this to work. I have two Custom Fields: Billable and Followup. I want to create a followup ticket if Followup is Yes. I want to create an invoice ticket if Billable is Yes/Covered/or/Gratis Here is my Billable scrip code: Condition User Defined Action Create Tickets Template Global Template Create-Invoice return 0 unless $self->TransactionObj->Type eq "Resolved"; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Yes/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Covered/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Gratis/i; $RT::Logger->debug("Scrip running"); 1; and the Billable Template: ===Create-Ticket: generate-invoice Queue: Accounting Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: Please generate an invoice for this customer. Billable was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} Billable hours was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} Please refer to previous ticket for more information. ENDOFCONTENT For Followup: Condition User Defined Action Create Ticket Template Global Template Generate-Followup ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT When I resolve a ticket which has Yes in both fields, there are various entries in the /var/log/messages, but none of them refer to scrip 22 or 23. - From the RT_Config.pm debug messages should go to syslog or /var/log/messages, but nothing is mentioned there. I would greatly appreciate any help in finally nailing this down. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHQaMUb/8X6V5MpAURAk4MAJwMzmE4sFsvITDHVEwCu1exIckLGgCgmpmR 34F3OA7N1oRPZcHmYs3pXWw= =sFpJ -----END PGP SIGNATURE----- This email was Anti Virus checked by Astaro Security Gateway. http://www.astaro.com Ninjas Win!! From elacour at easter-eggs.com Mon Nov 19 10:05:08 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 19 Nov 2007 16:05:08 +0100 Subject: [rt-users] RT3 not sending emails to requestor or owner In-Reply-To: <5f0f8dba0711190651h651ce0e4ib1d2bd2026c80ad8@mail.gmail.com> References: <5f0f8dba0711190651h651ce0e4ib1d2bd2026c80ad8@mail.gmail.com> Message-ID: <20071119150508.GG23984@easter-eggs.com> On Mon, Nov 19, 2007 at 07:51:23PM +0500, Asrai khn wrote: > Hi > > we are in the process of moving our rt from host host to another, for > testing purpose i have installed rt3 using 'yum' on fedora 7, we are > using the same mysql dbs from original (by taking dump) > > Everything looks fine just one problem, before in our rt setup > 'requestors' and owners do get emails but now if i create new ticket > or take ticket or 'reslove' one rt do not sent email to 'me' (owner, > requestor etc) > > Any idea what i am missing? > It's a feature ;) Look at $NotifyActor in your RT configuration file (defaults is 0, i.e. no mail to Actor. From JBolden at broadsoft.com Mon Nov 19 10:29:33 2007 From: JBolden at broadsoft.com (James Bolden) Date: Mon, 19 Nov 2007 10:29:33 -0500 Subject: [rt-users] RT3 not sending emails to requestor or owner In-Reply-To: <5f0f8dba0711190651h651ce0e4ib1d2bd2026c80ad8@mail.gmail.com> References: <5f0f8dba0711190651h651ce0e4ib1d2bd2026c80ad8@mail.gmail.com> Message-ID: <5ADF413D34913D4AB09A4B3056B0321A01E3343E@ATL1VEXC020.usdom003.tco.tc> I have the same problem. Yum was on cron updating the machine normally. This was configured by the previous RT admin. When I checked the yum log I noticed that yum updated perl libraries before the failures were noticed. After Nov 9th this functionality stopped. I am in the process of restoring from tape this directory. If you determine that it is anything else, please reply. I have disabled yum from cron. /usr/lib/perl5/5.8.5 drwxr-xr-x 4 root root 4096 Nov 9 04:32 unicore drwxr-xr-x 2 root root 4096 Nov 9 04:32 warnings drwxr-xr-x 2 root root 4096 Nov 9 04:32 Carp drwxr-xr-x 3 root root 4096 Nov 9 04:32 CGI drwxr-xr-x 2 root root 4096 Nov 9 04:32 Class drwxr-xr-x 2 root root 4096 Nov 9 04:32 CPAN drwxr-xr-x 2 root root 4096 Nov 9 04:32 DBM_Filter drwxr-xr-x 2 root root 4096 Nov 9 04:32 Devel drwxr-xr-x 2 root root 4096 Nov 9 04:32 Digest drwxr-xr-x 7 root root 4096 Nov 9 04:32 Encode drwxr-xr-x 2 root root 4096 Nov 9 04:32 Exporter drwxr-xr-x 5 root root 4096 Nov 9 04:32 ExtUtils drwxr-xr-x 3 root root 4096 Nov 9 04:32 File drwxr-xr-x 3 root root 4096 Nov 9 04:32 Getopt drwxr-xr-x 2 root root 4096 Nov 9 04:32 Hash drwxr-xr-x 3 root root 4096 Nov 9 04:32 I18N drwxr-xr-x 2 root root 4096 Nov 9 04:32 IPC drwxr-xr-x 2 root root 4096 Nov 9 04:32 List drwxr-xr-x 4 root root 4096 Nov 9 04:32 Locale drwxr-xr-x 4 root root 4096 Nov 9 04:32 Math drwxr-xr-x 2 root root 4096 Nov 9 04:32 Memoize drwxr-xr-x 5 root root 4096 Nov 9 04:32 Net drwxr-xr-x 2 root root 4096 Nov 9 04:32 NEXT drwxr-xr-x 2 root root 4096 Nov 9 04:32 pod drwxr-xr-x 4 root root 4096 Nov 9 04:32 Pod drwxr-xr-x 2 root root 4096 Nov 9 04:32 Scalar drwxr-xr-x 2 root root 4096 Nov 9 04:32 Search drwxr-xr-x 2 root root 4096 Nov 9 04:32 Switch drwxr-xr-x 3 root root 4096 Nov 9 04:32 Term drwxr-xr-x 8 root root 4096 Nov 9 04:32 Test drwxr-xr-x 4 root root 4096 Nov 9 04:32 Text drwxr-xr-x 2 root root 4096 Nov 9 04:32 Thread drwxr-xr-x 2 root root 4096 Nov 9 04:32 Tie drwxr-xr-x 2 root root 4096 Nov 9 04:32 Time drwxr-xr-x 3 root root 4096 Nov 9 04:32 Unicode drwxr-xr-x 2 root root 4096 Nov 9 04:32 User drwxr-xr-x 3 root root 4096 Nov 9 04:32 Attribute drwxr-xr-x 2 root root 4096 Nov 9 04:32 B -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asrai khn Sent: Monday, November 19, 2007 9:51 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT3 not sending emails to requestor or owner Hi we are in the process of moving our rt from host host to another, for testing purpose i have installed rt3 using 'yum' on fedora 7, we are using the same mysql dbs from original (by taking dump) Everything looks fine just one problem, before in our rt setup 'requestors' and owners do get emails but now if i create new ticket or take ticket or 'reslove' one rt do not sent email to 'me' (owner, requestor etc) Any idea what i am missing? Thanks. Askar _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From asraikhn at gmail.com Mon Nov 19 10:31:22 2007 From: asraikhn at gmail.com (Asrai khn) Date: Mon, 19 Nov 2007 20:31:22 +0500 Subject: [rt-users] RT3 not sending emails to requestor or owner In-Reply-To: <20071119150508.GG23984@easter-eggs.com> References: <5f0f8dba0711190651h651ce0e4ib1d2bd2026c80ad8@mail.gmail.com> <20071119150508.GG23984@easter-eggs.com> Message-ID: <5f0f8dba0711190731w68e07fd6m2611a0b671a06ccd@mail.gmail.com> On Nov 19, 2007 8:05 PM, Emmanuel Lacour wrote: > It's a feature ;) > > Look at $NotifyActor in your RT configuration file (defaults is 0, i.e. > no mail to Actor. Awesome working fine now :) Thanks Askar. From micah at onshore.com Mon Nov 19 10:43:07 2007 From: micah at onshore.com (Micah Gersten) Date: Mon, 19 Nov 2007 09:43:07 -0600 Subject: [rt-users] RT 3.6.0 and MySQL 5 Message-ID: <005d01c82ac2$e2397ee0$71c09242@voyager> Has anyone upgraded from MySQL 4.0 to 5 running RT 3.6.0 and seen any speed improvements? Thank you, Micah Gersten onShore Networks http://www.onshore.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 19 10:48:49 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 10:48:49 -0500 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: <005d01c82ac2$e2397ee0$71c09242@voyager> References: <005d01c82ac2$e2397ee0$71c09242@voyager> Message-ID: <20071119154848.GK25399@bestpractical.com> On Mon, Nov 19, 2007 at 09:43:07AM -0600, Micah Gersten wrote: > Has anyone upgraded from MySQL 4.0 to 5 running RT 3.6.0 and seen any speed > improvements? You'll get a lot more bang for your buck by upgrading to RT 3.6.5 and/or tuning mysql. If you're going to MySQL 5, be _sure_ to go to 5.0.45. (See posts on rt-devel this weekend for info about the issue mysql fixed in 5.0.45) -j From micah at onshore.com Mon Nov 19 10:50:46 2007 From: micah at onshore.com (Micah Gersten) Date: Mon, 19 Nov 2007 09:50:46 -0600 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: <20071119154848.GK25399@bestpractical.com> References: <005d01c82ac2$e2397ee0$71c09242@voyager> <20071119154848.GK25399@bestpractical.com> Message-ID: <007201c82ac3$f37e2920$71c09242@voyager> So, it would be better if I tune 4 than upgrade to 5? I'm not sure my boss is ready to upgrade to 3.6.5 yet as it just came out a month ago. How stable is 3.6.5 compared to 3.6.0? Thank you, Micah Gersten onShore Networks http://www.onshore.com -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, November 19, 2007 9:49 AM To: Micah Gersten Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.0 and MySQL 5 On Mon, Nov 19, 2007 at 09:43:07AM -0600, Micah Gersten wrote: > Has anyone upgraded from MySQL 4.0 to 5 running RT 3.6.0 and seen any speed > improvements? You'll get a lot more bang for your buck by upgrading to RT 3.6.5 and/or tuning mysql. If you're going to MySQL 5, be _sure_ to go to 5.0.45. (See posts on rt-devel this weekend for info about the issue mysql fixed in 5.0.45) -j From boyken at divms.uiowa.edu Mon Nov 19 11:02:08 2007 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Mon, 19 Nov 2007 10:02:08 -0600 Subject: [rt-users] RT3 not sending emails to requestor or owner In-Reply-To: <20071119155142.A92974D8179@diesel.bestpractical.com> References: <20071119155142.A92974D8179@diesel.bestpractical.com> Message-ID: <4741B380.3070602@divms.uiowa.edu> JBolden at broadsoft.com wrote: > I have the same problem. Yum was on cron updating the machine normally. > This was configured by the previous RT admin. When I checked the yum > log I noticed that yum updated perl libraries before the failures were > noticed. After Nov 9th this functionality stopped. I am in the process > of restoring from tape this directory. If you determine that it is > anything else, please reply. I have disabled yum from cron. > > /usr/lib/perl5/5.8.5 Our RT also is not sending mail to owners anymore, but is still sending mail to the requestor and Cc. I don't see how $NotifyActor could have anything to do with this, since a) we haven't changed that config setting, and b) owners aren't being notified when requestors send mail--when owners aren't actors. Karl Boyken -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From jesse at bestpractical.com Mon Nov 19 11:11:28 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 11:11:28 -0500 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: <007201c82ac3$f37e2920$71c09242@voyager> References: <005d01c82ac2$e2397ee0$71c09242@voyager> <20071119154848.GK25399@bestpractical.com> <007201c82ac3$f37e2920$71c09242@voyager> Message-ID: <20071119161128.GL25399@bestpractical.com> On Mon, Nov 19, 2007 at 09:50:46AM -0600, Micah Gersten wrote: > So, it would be better if I tune 4 than upgrade to 5? Generally, I'd recommend tuning what you have, rather than starting over with another unknown quantity. Make sure you're current on 4.x and then make sure you have a configuration that's using your system respurces well. > I'm not sure my boss > is ready to upgrade to 3.6.5 yet as it just came out a month ago. How > stable is 3.6.5 compared to 3.6.0? > Well, the 3.6.x series is primarily bugfixes, performance and stability improvements. So, you're running code that's about a year behind on bugfixes, performance and stability improvements. From micah at onshore.com Mon Nov 19 11:13:20 2007 From: micah at onshore.com (Micah Gersten) Date: Mon, 19 Nov 2007 10:13:20 -0600 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: <20071119161128.GL25399@bestpractical.com> References: <005d01c82ac2$e2397ee0$71c09242@voyager> <20071119154848.GK25399@bestpractical.com> <007201c82ac3$f37e2920$71c09242@voyager> <20071119161128.GL25399@bestpractical.com> Message-ID: <008a01c82ac7$1a640480$71c09242@voyager> Is there a guide for how to tune MySQL for RT? Thank you, Micah Gersten onShore Networks http://www.onshore.com -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, November 19, 2007 10:11 AM To: Micah Gersten Cc: 'Jesse Vincent'; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.0 and MySQL 5 On Mon, Nov 19, 2007 at 09:50:46AM -0600, Micah Gersten wrote: > So, it would be better if I tune 4 than upgrade to 5? Generally, I'd recommend tuning what you have, rather than starting over with another unknown quantity. Make sure you're current on 4.x and then make sure you have a configuration that's using your system respurces well. > I'm not sure my boss > is ready to upgrade to 3.6.5 yet as it just came out a month ago. How > stable is 3.6.5 compared to 3.6.0? > Well, the 3.6.x series is primarily bugfixes, performance and stability improvements. So, you're running code that's about a year behind on bugfixes, performance and stability improvements. From jesse at bestpractical.com Mon Nov 19 11:15:37 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 11:15:37 -0500 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: <008a01c82ac7$1a640480$71c09242@voyager> References: <005d01c82ac2$e2397ee0$71c09242@voyager> <20071119154848.GK25399@bestpractical.com> <007201c82ac3$f37e2920$71c09242@voyager> <20071119161128.GL25399@bestpractical.com> <008a01c82ac7$1a640480$71c09242@voyager> Message-ID: <20071119161537.GM25399@bestpractical.com> On Mon, Nov 19, 2007 at 10:13:20AM -0600, Micah Gersten wrote: > Is there a guide for how to tune MySQL for RT? > I'd recommend "High Performance MySQL" by O'Reilly. From micah at onshore.com Mon Nov 19 11:20:04 2007 From: micah at onshore.com (Micah Gersten) Date: Mon, 19 Nov 2007 10:20:04 -0600 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: <20071119161128.GL25399@bestpractical.com> References: <005d01c82ac2$e2397ee0$71c09242@voyager> <20071119154848.GK25399@bestpractical.com> <007201c82ac3$f37e2920$71c09242@voyager> <20071119161128.GL25399@bestpractical.com> Message-ID: <008b01c82ac8$0b4bc540$71c09242@voyager> Were there any DB changes from 3.6.0 to 3.6.5? Is it easy to revert back if there are problems? Thank you, Micah Gersten onShore Networks http://www.onshore.com -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, November 19, 2007 10:11 AM To: Micah Gersten Cc: 'Jesse Vincent'; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.0 and MySQL 5 > I'm not sure my boss > is ready to upgrade to 3.6.5 yet as it just came out a month ago. How > stable is 3.6.5 compared to 3.6.0? > Well, the 3.6.x series is primarily bugfixes, performance and stability improvements. So, you're running code that's about a year behind on bugfixes, performance and stability improvements. From kerrboy at gmail.com Mon Nov 19 11:27:03 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 19 Nov 2007 11:27:03 -0500 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: <007201c82ac3$f37e2920$71c09242@voyager> References: <005d01c82ac2$e2397ee0$71c09242@voyager> <20071119154848.GK25399@bestpractical.com> <007201c82ac3$f37e2920$71c09242@voyager> Message-ID: On Nov 19, 2007 10:50 AM, Micah Gersten wrote: > So, it would be better if I tune 4 than upgrade to 5? I'm not sure my boss > is ready to upgrade to 3.6.5 yet as it just came out a month ago. How > stable is 3.6.5 compared to 3.6.0? If you stick with Mysql4, make sure you use 4.1.18. There are query optimizer changes in versions above it that negatively affect performance. There was a thread open regarding this but I think it died out. -Brian From jesse at bestpractical.com Mon Nov 19 11:30:25 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 11:30:25 -0500 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: <008b01c82ac8$0b4bc540$71c09242@voyager> References: <005d01c82ac2$e2397ee0$71c09242@voyager> <20071119154848.GK25399@bestpractical.com> <007201c82ac3$f37e2920$71c09242@voyager> <20071119161128.GL25399@bestpractical.com> <008b01c82ac8$0b4bc540$71c09242@voyager> Message-ID: <4741BA21.50607@bestpractical.com> Micah Gersten wrote: > Were there any DB changes from 3.6.0 to 3.6.5? Is it easy to revert back if > there are problems? You should have a look at the RT upgrade procedure to check out what changed, but as a matter of policy we don't make incompatible database changes withn a stable release series. From micah at onshore.com Mon Nov 19 11:41:12 2007 From: micah at onshore.com (Micah Gersten) Date: Mon, 19 Nov 2007 10:41:12 -0600 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: References: <005d01c82ac2$e2397ee0$71c09242@voyager> <20071119154848.GK25399@bestpractical.com> <007201c82ac3$f37e2920$71c09242@voyager> Message-ID: <008d01c82acb$0b8da8e0$71c09242@voyager> Should we upgrade from 4.0.24 to 4.1.11a? We're running debian and these are the packages available. Thank you, Micah Gersten onShore Networks http://www.onshore.com -----Original Message----- From: Brian Kerr [mailto:kerrboy at gmail.com] Sent: Monday, November 19, 2007 10:27 AM To: Micah Gersten Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.0 and MySQL 5 On Nov 19, 2007 10:50 AM, Micah Gersten wrote: > So, it would be better if I tune 4 than upgrade to 5? I'm not sure my boss > is ready to upgrade to 3.6.5 yet as it just came out a month ago. How > stable is 3.6.5 compared to 3.6.0? If you stick with Mysql4, make sure you use 4.1.18. There are query optimizer changes in versions above it that negatively affect performance. There was a thread open regarding this but I think it died out. -Brian From elacour at easter-eggs.com Mon Nov 19 11:43:05 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 19 Nov 2007 17:43:05 +0100 Subject: [rt-users] Problem on wiki.bestpractical.com Message-ID: <20071119164304.GH23984@easter-eggs.com> FYI: there is some Asian/japanese chars on the front page (spam ?) From elacour at easter-eggs.com Mon Nov 19 11:44:59 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 19 Nov 2007 17:44:59 +0100 Subject: [rt-users] RT 3.6.0 and MySQL 5 In-Reply-To: <008d01c82acb$0b8da8e0$71c09242@voyager> References: <005d01c82ac2$e2397ee0$71c09242@voyager> <20071119154848.GK25399@bestpractical.com> <007201c82ac3$f37e2920$71c09242@voyager> <008d01c82acb$0b8da8e0$71c09242@voyager> Message-ID: <20071119164459.GI23984@easter-eggs.com> On Mon, Nov 19, 2007 at 10:41:12AM -0600, Micah Gersten wrote: > Should we upgrade from 4.0.24 to 4.1.11a? We're running debian and these > are the packages available. > FYI, I'm running also RT on Debian (etch) here with RT 3.6.3 and mysql-server 5.0.32-7etch1. This server was previously using sarge + mysql 4.1.x, there were not upgrade problem with MySQL, all is working fine here. From Keith.D.Schincke at nasa.gov Mon Nov 19 11:48:40 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Mon, 19 Nov 2007 10:48:40 -0600 Subject: [rt-users] Problem on wiki.bestpractical.com In-Reply-To: <20071119164304.GH23984@easter-eggs.com> References: <20071119164304.GH23984@easter-eggs.com> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC684C66@NDJSEVS23B.ndc.nasa.gov> I cannot read it but it looks like a user (guguoqing) is adding translations to the pages. Keith -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Monday, November 19, 2007 10:43 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem on wiki.bestpractical.com FYI: there is some Asian/japanese chars on the front page (spam ?) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at googlemail.com Mon Nov 19 12:11:58 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 19 Nov 2007 18:11:58 +0100 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: <20071119143824.GI25399@bestpractical.com> References: <20071119143824.GI25399@bestpractical.com> Message-ID: Hi Jesse, Konstantin, same problem here, but slightly different. Setup: 2 Webservers, 1 DB Server. I thought both webservers are configured the same way. RT 3.6.5 with Apache 2, FastCGI and MySQL 5.0.41. www1 is displaying everything correct, www2 has the same problems as described by Konstantin, but not on every Ticket, only from Time to Time. Got today a error Report on this from my Users with two differents tickets in different Queues. Both Servers have Text::Quoted 2.02. This takes me to a point to compare all perl modules of both servers. This point me to a small difference between both servers. The working one was the first server we setup, the second one came some months later. The working server has modules installed which are mostly many version older than the new one. Only the Text::Quoted Module i installed after i found a threat from Ruslan. So i think, not only the Text::Quoted Module alone can be the source of the Problem. Here is the difference between the servers: Working Server Not Working Server AutoLoader v5.60; AutoLoader v5.63; Calendar::Simple v1.17; CGI v3.05; CGI v3.29; CGI::Cookie v1.24; CGI::Cookie v1.28; CGI::Fast v1.05; CGI::Fast v1.07; Cwd v2.19; Cwd v3.25; Digest::MD5 v2.33; Digest::MD5 v2.36; Encode v2.01; Encode v2.23; Encode::Alias v2.00; Encode::Alias v2.07; Encode::Byte v2.00; Encode::Byte v2.03; Encode::Config v2.00; Encode::Config v2.04; Encode::Encoding v2.00; Encode::Encoding v2.05; Encode::Guess v2.00; Encode::Guess v2.02; Encode::Unicode v2.00; Encode::Unicode v2.05; File::Spec v0.87; File::Spec v3.25; File::Temp v0.14; File::Temp v0.18; I18N::LangTags v0.33; I18N::LangTags v0.35; I18N::LangTags::List v0.35; IO v1.21; IO v1.23; IO::File v1.10; IO::File v1.14; IO::Handle v1.24; IO::Handle v1.27; IO::Seekable v1.09; IO::Seekable v1.1; List::Util v1.14; List::Util v1.19; Locale::Maketext v1.09; Locale::Maketext v1.10; MIME::Decoder::Base64 v5.420; MIME::Decoder::Binary v5.420; MIME::Decoder::QuotedPrint v5.420; RT::Interface::REST v1.00; Scalar::Util v1.14; Scalar::Util v1.19; Storable v2.13; Storable v2.16; Sys::Hostname v1.11; Sys::Syslog v0.08; Sys::Syslog v0.18; Text::Tabs v98.112801; Text::Tabs v2007.1117; Time::HiRes v1.55; Time::HiRes v1.9707; Time::Local v1.1; Time::Local v1.17; I will check now the Apache Error Log for some segfaults. Torsten 2007/11/19, Jesse Vincent : > > > > > > > Recently weird things started to happen: random tickets in WebUI were > > not displayed further than a certain transaction in the middle. > > > > This happened both in Display.html and History.html . > > > > > My _guess_ is that you're running into one of the very rare, but > catastrophic bugs in Text::Quoted. I alluded to this in my previous > email. You _should_ see weird segfaults in the apache error log if this > is the case. Try 1) bringing it current or 2) removing it entirely. > > > Best, > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Mon Nov 19 12:30:28 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 19 Nov 2007 18:30:28 +0100 Subject: [rt-users] Unexpected session timeouts, RT 3.6.5 In-Reply-To: References: Message-ID: Hi Matt, which session handling you use? In your RT_SiteConfig.pm, have you commented out: Set($WebSessionClass , 'Apache::Session::File'); ??? I had several problems if i use this (two webservers, load balanced, shared directory) so i switched to the normal and store the sessions inside the DB Torsten 2007/11/15, Matt Pounsett : > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > > I've just set up RT 3.6.5 for testing with a copy of the current > database from our old 3.4.1 install, and ran the usual update scripts > on the new copy. > > The new version seems to have an issue with sessions timing out > unexpectedly, visible in Safari 2, Safari 3 and the current Firefox. > Basically, after logging in, one can click around constantly for > anywhere from a few seconds to a couple of minutes, but eventually > will be dumped back to the login screen. I've seen this both with > normal use and with frequent random clicking on links attempting to > generate the error. > > Has anyone else seen this behaviour? Any thoughts on what might be > causing it? My rt.log file is set to log at debug level, but nothing > at all shows up when this error occurs. > > Matt Pounsett > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.6 (Darwin) > > iD8DBQFHPJtQmFeRJ0tjIxERAgpxAJ9gKIEmL7eJYvSmSqIUeKgHhLVfbQCgjj0Z > K8wAgMdyXZy6qM0Dfgd3gdU= > =I3xI > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Nov 19 12:32:19 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 19 Nov 2007 18:32:19 +0100 Subject: [rt-users] Error when trying to remove a Member of a group In-Reply-To: <20071116101208.GG6911@easter-eggs.com> References: <20071116101208.GG6911@easter-eggs.com> Message-ID: <20071119173219.GJ23984@easter-eggs.com> On Fri, Nov 16, 2007 at 11:12:09AM +0100, Emmanuel Lacour wrote: > I try to empty a group from his members which are mixed users/groups, > and I get those errors for many of those members groups: > i.e. group "groupA" as for example the following members: user1 user2 ... group1 group2 ... > [Fri Nov 16 09:50:41 2007] [warning]: User not loaded. (/opt/rt/lib/RT/User_Overlay.pm:1792) > [Fri Nov 16 09:50:41 2007] [warning]: Unable to revoke delegated rights > for principal 22525 (/opt/rt/lib/RT/GroupMember_Overlay.pm:334) > > and this member group cannot be removed :( > > Many thanks for any idea/hint to solve this? > > Tested with RT 3.4.5 and 3.6.3 on the same database (Oracle 9i). > Here is more informations: If I disable the following line in /opt/rt/lib/RT/GroupMember_Overlay.pm, function "Delete", line 332: $err = $self->MemberObj->_CleanupInvalidDelegations(InsideTransaction => 1); I can delete those member groups (group1, group2, ...). If it could help understanding the problem, here is a dumper of $self then @_ in /opt/rt/lib/RT/User_Overlay.pm function _CleanupInvalidDelegations: [Mon Nov 19 17:15:42 2007] [warning]: Dumper1: $VAR1 = bless( { '_Class' => 'RT::User', 'original_user' => undef, '_SB_Record_Primary_RecordCache_key' => undef, 'user' => bless( { '_Class' => 'RT::CurrentUser', 'LangHandle' => bless( {}, 'RT::I18N::en' ), '_SB_Record_Primary_RecordCache_key' => 'id=284971', 'table' => 'Users', 'values' => { 'creator' => '12', 'comments' => undef, 'state' => undef, 'webencoding' => undef, 'realname' => 'RT Connect', 'password' => '*NO-PASSWORD*', 'authsystem' => undef, 'homephone' => undef, 'id' => '284971', 'timezone' => undef, 'lang' => 'en', 'name' => 'rtconnect', 'contactinfosystem' => undef, 'zip' => undef, 'emailencoding' => undef, 'lastupdated' => '2007-10-18 17:50:41', 'signature' => undef, 'externalauthid' => undef, 'address1' => undef, 'workphone' => undef, 'emailaddress' => 'rtconnect at foo.bar', 'freeformcontactinfo' => undef, 'city' => undef, 'gecos' => 'rtconnect', 'organization' => 'Foo', 'country' => undef, 'mobilephone' => undef, 'nickname' => 'rtconnect', 'externalcontactinfoid' => undef, 'address2' => undef, 'created' => '2007-10-18 15:34:59', 'pgpkey' => undef, 'pagerphone' => undef, 'lastupdatedby' => '284971' }, 'fetched' => { 'creator' => 1, 'comments' => 1, 'state' => 1, 'webencoding' => 1, 'realname' => 1, 'password' => 1, 'authsystem' => 1, 'homephone' => 1, 'id' => 1, 'timezone' => 1, 'lang' => 1, 'name' => 1, 'contactinfosystem' => 1, 'zip' => 1, 'emailencoding' => 1, 'signature' => 1, 'lastupdated' => 1, 'externalauthid' => 1, 'address1' => 1, 'workphone' => 1, 'emailaddress' => 1, 'freeformcontactinfo' => 1, 'city' => 1, 'gecos' => 1, 'organization' => 1, 'country' => 1, 'mobilephone' => 1, 'nickname' => 1, 'externalcontactinfoid' => 1, 'address2' => 1, 'created' => 1, 'pgpkey' => 1, 'lastupdatedby' => 1, 'pagerphone' => 1 } }, 'RT::CurrentUser' ), 'table' => 'Users', 'values' => {}, 'fetched' => {} }, 'RT::User' ); (/opt/rt/lib/RT/User_Overlay.pm:1791) [Mon Nov 19 17:15:42 2007] [warning]: Dumper2: $VAR1 = 'InsideTransaction'; $VAR2 = 1; $VAR3 = 'Object'; $VAR4 = undef; (/opt/rt/lib/RT/User_Overlay.pm:1792) Thanks for any help :) From Keith.D.Schincke at nasa.gov Mon Nov 19 12:35:33 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Mon, 19 Nov 2007 11:35:33 -0600 Subject: [rt-users] RT feature question on rights inheritance Message-ID: <5D0B651C5306D64AA429824F50D2C0AC684C95@NDJSEVS23B.ndc.nasa.gov> I am currently using RT 3.6.1 from debian stable. Is it possible in this version or a future version for a queue not to inherit the global queue rights? Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Mon Nov 19 12:35:56 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 19 Nov 2007 18:35:56 +0100 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: <20071119143824.GI25399@bestpractical.com> References: <20071119143824.GI25399@bestpractical.com> Message-ID: OK, i found some segfaults at the logs if i open the Ticket: [Mon Nov 19 17:34:06 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 3763) terminated due to uncaught signal '11' (Segmentation fault) [Mon Nov 19 17:34:06 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 3899) Jesse, what do you think is the best way? Remove it totally or replace by the newest??? Torsten 2007/11/19, Jesse Vincent : > > > > > > > Recently weird things started to happen: random tickets in WebUI were > > not displayed further than a certain transaction in the middle. > > > > This happened both in Display.html and History.html. > > > > > My _guess_ is that you're running into one of the very rare, but > catastrophic bugs in Text::Quoted. I alluded to this in my previous > email. You _should_ see weird segfaults in the apache error log if this > is the case. Try 1) bringing it current or 2) removing it entirely. > > > Best, > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Nov 19 12:37:29 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 19 Nov 2007 18:37:29 +0100 Subject: [rt-users] Members handling Message-ID: <20071119173728.GK23984@easter-eggs.com> I just figured out that whan a group A is a member of another group B, in group B, we can see all people of group A as member (fine), but with an unusefull checkbox as when you try to remove one of those Users member, it only say that this user is not a member of group B :( I don't know if it's easy to do (doesn't seems), but it would be nice to disable those checkbox for 'indirect' members users or to display a more convenient information message. From torsten.brumm at googlemail.com Mon Nov 19 12:42:05 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 19 Nov 2007 18:42:05 +0100 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: <20071119143824.GI25399@bestpractical.com> References: <20071119143824.GI25399@bestpractical.com> Message-ID: OK, now it becomes very strange....!!! I've upgraded to latest: root at bruchtal-www4:~/Text-Quoted-2.03# perl Makefile.PL Checking if your kit is complete... Looks good Writing Makefile for Text::Quoted root at bruchtal-www4:~/Text-Quoted-2.03# make cp Quoted.pm blib/lib/Text/Quoted.pm Manifying blib/man3/Text::Quoted.3pm root at bruchtal-www4:~/Text-Quoted-2.03# make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/1....ok t/2....ok t/3....ok t/4....ok t/5....ok t/6....ok All tests successful. Files=6, Tests=14, 1 wallclock secs ( 0.52 cusr + 0.08 csys = 0.60 CPU) root at bruchtal-www4:~/Text-Quoted-2.03# make install Installing /usr/lib/perl5/site_perl/5.8.5/Text/Quoted.pm Installing /usr/share/man/man3/Text::Quoted.3pm Writing /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/Text/Quoted/.packlist Appending installation info to /usr/lib/perl5/5.8.5/i386-linux-thread-multi/perllocal.pod root at bruchtal-www4:~/Text-Quoted-2.03# cd /usr/lib/perl5/site_perl/5.8.5/ root at bruchtal-www4:/usr/lib/perl5/site_perl/5.8.5# ll I removed the mason cache (to make sure everything is clean) restarted apache and..... the module is not even loaded: Sys::Syslog v0.18; Text::Template v1.44; Text::Wrapper v1.01; Time::HiRes v1.9707; Time::JulianDay v2003.1125; Time::Local v1.17; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; So, remove and upgrade the Text::Quoted can't be the solution?!? 2007/11/19, Jesse Vincent : > > > > > > > Recently weird things started to happen: random tickets in WebUI were > > not displayed further than a certain transaction in the middle. > > > > This happened both in Display.html and History.html. > > > > > My _guess_ is that you're running into one of the very rare, but > catastrophic bugs in Text::Quoted. I alluded to this in my previous > email. You _should_ see weird segfaults in the apache error log if this > is the case. Try 1) bringing it current or 2) removing it entirely. > > > Best, > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From G.E.Fowler at lboro.ac.uk Mon Nov 19 12:15:49 2007 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Mon, 19 Nov 2007 17:15:49 +0000 Subject: [rt-users] Problem on wiki.bestpractical.com In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC684C66@NDJSEVS23B.ndc.nasa.gov> References: <20071119164304.GH23984@easter-eggs.com> <5D0B651C5306D64AA429824F50D2C0AC684C66@NDJSEVS23B.ndc.nasa.gov> Message-ID: <1195492549.2700.100.camel@squonk.lboro.ac.uk> On Mon, 2007-11-19 at 10:48 -0600, Schincke, Keith D. (JSC-IT)[MEI] wrote: > I cannot read it but it looks like a user (guguoqing) is adding > translations to the pages. I've backed them all out to the oldest good version prior to these changes. Making translations in a single copy of the pages isn't so good - I'm sure there are other, better, more correct ways to do so. Apologies to anyone who thought they were a good idea :) Graeme From matt.pounsett at cira.ca Mon Nov 19 12:57:14 2007 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Mon, 19 Nov 2007 12:57:14 -0500 Subject: [rt-users] Unexpected session timeouts, RT 3.6.5 In-Reply-To: References: Message-ID: <5ED48CEE-7520-4694-BCB5-C62AB0097C42@cira.ca> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 2007-Nov-19, at 12:30, Torsten Brumm wrote: > Hi Matt, > > which session handling you use? In your RT_SiteConfig.pm, have you > commented out: > > Set($WebSessionClass , 'Apache::Session::File'); > > ??? I had several problems if i use this (two webservers, load > balanced, shared directory) so i switched to the normal and store > the sessions inside the DB Thanks for the response, Torsten. I make no reference to any session handling configuration in my RT_SiteConfig, so the default should be active. I'm assuming that's the database. I'm not using any load balancing though.. the RT server is stand-alone, with the database local, so I wouldn't expect any problems with session synchronization. I've done some header capture to demonstrate the problem, but so far I haven't had any luck in tracking down where in the code it's happening. In my paste below I show two requests captured using LiveHTTPHeaders in Firefox. The two requests are only 1 second apart, but you can see from the second response that RT has either decided to expire the session in use, or has lost it entirely. As noted before, even at 'debug' level, RT doesn't log anything when this happens. Matt - ---------------------------------------------------------- http://rt.foo.com/Search/Build.html GET /Search/Build.html HTTP/1.1 Host: rt.foo.com User-Agent: Mozilla/5.0 (Macintosh; U; Intel Mac OS X; en-US; rv: 1.8.1.9) Gecko/20071025 Firefox/2.0.0.9 Accept: text/xml,application/xml,application/xhtml+xml,text/ html;q=0.9,text/plain;q=0.8,image/png,*/*;q=0.5 Accept-Language: en-us,en;q=0.5 Accept-Encoding: gzip,deflate Accept-Charset: ISO-8859-1,utf-8;q=0.7,*;q=0.7 Keep-Alive: 300 Connection: keep-alive Referer: http://rt.foo.com/Approvals/ Cookie: RT_SID_CIRA.80=51e2f85a9b368158a5da550f106e6a14 HTTP/1.x 200 OK Date: Mon, 19 Nov 2007 17:50:47 GMT Server: Apache Pragma: no-cache Cache-Control: no-cache Keep-Alive: timeout=5, max=94 Connection: Keep-Alive Transfer-Encoding: chunked Content-Type: text/html; charset=utf-8 - ---------------------------------------------------------- http://rt.foo.com/Search/Simple.html GET /Search/Simple.html HTTP/1.1 Host: rt.foo.com User-Agent: Mozilla/5.0 (Macintosh; U; Intel Mac OS X; en-US; rv: 1.8.1.9) Gecko/20071025 Firefox/2.0.0.9 Accept: text/xml,application/xml,application/xhtml+xml,text/ html;q=0.9,text/plain;q=0.8,image/png,*/*;q=0.5 Accept-Language: en-us,en;q=0.5 Accept-Encoding: gzip,deflate Accept-Charset: ISO-8859-1,utf-8;q=0.7,*;q=0.7 Keep-Alive: 300 Connection: keep-alive Referer: http://rt.foo.com/Search/Build.html Cookie: RT_SID_CIRA.80=51e2f85a9b368158a5da550f106e6a14 HTTP/1.x 200 OK Date: Mon, 19 Nov 2007 17:50:48 GMT Server: Apache Pragma: no-cache Set-Cookie: RT_SID_CIRA.80=e33d394fc26656ed41b13cc6c36900bb; path=/ Cache-Control: no-cache Keep-Alive: timeout=5, max=95 Connection: Keep-Alive Transfer-Encoding: chunked Content-Type: text/html; charset=utf-8 - ---------------------------------------------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHQc56mFeRJ0tjIxERAmYaAJ9vEOFCyEd9dng1O5scmo/WiuKVZQCffTyA b/Spuqee9v6dsCFKT4/qYWM= =TdXr -----END PGP SIGNATURE----- From jeanmichel.cazaux at eckoh.fr Mon Nov 19 13:06:47 2007 From: jeanmichel.cazaux at eckoh.fr (Jean-Michel Cazaux) Date: Mon, 19 Nov 2007 18:06:47 -0000 Subject: [rt-users] Revoking Reply right but keeping right to modify ticket Message-ID: Hi all, we have been using RT internally only for a little while now and it fits the purpose very well. We would like now to use it for clients as well. We are organised like most companies with a support team who manages and own the primary interaction with the clients and a development team that can sometimes be involved in troubleshooting. What I would like to achieve is revoking the right to communicate with requestors (clients) to people that are not part of the support team, but I would still want them to be able to modify a ticket (change status for example). I cannot figure out how to do this : - if I revoke "ReplyToTicket" to non support people, they cannot reply to a ticket (fine), but are denied the right to change ticket status and potentially other fields (not fine). - if I revoke "ReplyToTicket" and grant "ModifyTicket" to non support people, they are still able to reply to a ticket (not fine). I would like people outside the support group to be blocked from replying to a ticket, but I would like them to be able to do anything else. Any suggestion is welcome, many thanks in advance. -- Jean-Michel Cazaux Head of Technology Eckoh UK Limited Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN T 08701 107129 F 08701 107107 M n/a W www.eckoh.com Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007 Winner, Innovation of the Year Award, Transport Innovations 2007 This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company. Registered in England and Wales, No. 2796531 Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN A member of the Eckoh Plc group of companies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 19 13:15:41 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 13:15:41 -0500 Subject: [rt-users] Problem on wiki.bestpractical.com In-Reply-To: <1195492549.2700.100.camel@squonk.lboro.ac.uk> References: <20071119164304.GH23984@easter-eggs.com> <5D0B651C5306D64AA429824F50D2C0AC684C66@NDJSEVS23B.ndc.nasa.gov> <1195492549.2700.100.camel@squonk.lboro.ac.uk> Message-ID: <20071119181541.GO25399@bestpractical.com> It's generally bad form to blow away others' work. It'd probably be better to clone gugoquing's work to another page, rather than destroy it. gugoquing, I'm absolutely thrilled to see your chinese translations of the wiki. It probably makes sense to put a: Translations: [zh PageName-zh] at the top of the source and to do the translation as its own page. Would you be up for that? Best, Jesse On Mon, Nov 19, 2007 at 05:15:49PM +0000, Graeme Fowler wrote: > On Mon, 2007-11-19 at 10:48 -0600, Schincke, Keith D. (JSC-IT)[MEI] > wrote: > > I cannot read it but it looks like a user (guguoqing) is adding > > translations to the pages. > > I've backed them all out to the oldest good version prior to these > changes. Making translations in a single copy of the pages isn't so good > - I'm sure there are other, better, more correct ways to do so. > Apologies to anyone who thought they were a good idea :) > > Graeme > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From G.E.Fowler at lboro.ac.uk Mon Nov 19 13:23:45 2007 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Mon, 19 Nov 2007 18:23:45 +0000 Subject: [rt-users] Problem on wiki.bestpractical.com In-Reply-To: <20071119181541.GO25399@bestpractical.com> References: <20071119164304.GH23984@easter-eggs.com> <5D0B651C5306D64AA429824F50D2C0AC684C66@NDJSEVS23B.ndc.nasa.gov> <1195492549.2700.100.camel@squonk.lboro.ac.uk> <20071119181541.GO25399@bestpractical.com> Message-ID: <1195496626.25149.2.camel@ernie.internal.graemef.net> Hi all On Mon, 2007-11-19 at 13:15 -0500, Jesse Vincent wrote: > It's generally bad form to blow away others' work. It'd probably be > better to clone gugoquing's work to another page, rather than destroy > it. Agreed; it is however still there in the revisions (which is how I backed it out). I'm unfortunately in the position of having had two or three wikis that I contribute to all but destroyed by unexplained changes which didn't just add translations, but changed the content and context at the same time. > gugoquing, I'm absolutely thrilled to see your chinese translations of > the wiki. It probably makes sense to put a: > > Translations: [zh PageName-zh] at the top of the source and to do the > translation as its own page. Would you be up for that? That's what I was angling at :) Graeme From jesse at bestpractical.com Mon Nov 19 13:24:04 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 13:24:04 -0500 Subject: [rt-users] Problem on wiki.bestpractical.com Message-ID: <20071119182404.GA1301@bestpractical.com> [The first version of this typoed guguoquing's email address] It's generally bad form to blow away others' work. It'd probably be better to clone gugoquing's work to another page, rather than destroy it. gugoquing, I'm absolutely thrilled to see your chinese translations of the wiki. It probably makes sense to put a: Translations: [zh PageName-zh] at the top of the source and to do the translation as its own page. Would you be up for that? Best, Jesse On Mon, Nov 19, 2007 at 05:15:49PM +0000, Graeme Fowler wrote: > On Mon, 2007-11-19 at 10:48 -0600, Schincke, Keith D. (JSC-IT)[MEI] > wrote: > > I cannot read it but it looks like a user (guguoqing) is adding > > translations to the pages. > > I've backed them all out to the oldest good version prior to these > changes. Making translations in a single copy of the pages isn't so good > - I'm sure there are other, better, more correct ways to do so. > Apologies to anyone who thought they were a good idea :) > > Graeme > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- ----- End forwarded message ----- -- From ktrujill at puc.cl Mon Nov 19 13:36:17 2007 From: ktrujill at puc.cl (Karen Trujillo Quintanilla) Date: Mon, 19 Nov 2007 15:36:17 -0300 Subject: [rt-users] [Fwd: How setting Stylesheet Request Tracker] Message-ID: <4741D7A1.9040907@puc.cl> An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 25292 bytes Desc: not available URL: From john at sumotech.com Mon Nov 19 13:55:07 2007 From: john at sumotech.com (Dr John Halewood) Date: Mon, 19 Nov 2007 19:55:07 +0100 Subject: [rt-users] scrips suddenly stop triggering Message-ID: <200711191855.07054.john@sumotech.com> This seems quite strange: one of our RT instances (3.6.3), happily running for over 6 months today suddenly stopped processing scrips when new tickets were opened. We're only using basic stuff (Auto Take, Auto Authorize etc), but they just don't seem to trigger. The log is empty as well. At some points when using the web interface RT has logged sending a mail but none appears. Any idea what could be wrong? Update to some RT dependancy that's broken something? Restated apache and mysql, but didn't seem to make much difference. System is CentOS 4 (aka RHEL 4), with addons mostly for RT perl modules (mostly compiled by hand). Regards John From G.E.Fowler at lboro.ac.uk Mon Nov 19 14:20:46 2007 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Mon, 19 Nov 2007 19:20:46 +0000 Subject: [rt-users] Problem on wiki.bestpractical.com In-Reply-To: <20071119182404.GA1301@bestpractical.com> References: <20071119182404.GA1301@bestpractical.com> Message-ID: <1195500046.25149.4.camel@ernie.internal.graemef.net> Hi On Mon, 2007-11-19 at 13:24 -0500, Jesse Vincent wrote: > [The first version of this typoed guguoquing's email address] > > It's generally bad form to blow away others' work. It'd probably be > better to clone gugoquing's work to another page, rather than destroy > it. > > gugoquing, I'm absolutely thrilled to see your chinese translations of > the wiki. It probably makes sense to put a: > > Translations: [zh PageName-zh] at the top of the source and to do the > translation as its own page. Would you be up for that? By way of penance, if everyone's amenable to it I'll take the original changes and do this on guguoqing's behalf. Graeme From jbroadway at monroeccc.edu Mon Nov 19 17:56:30 2007 From: jbroadway at monroeccc.edu (Jason Broadway) Date: Mon, 19 Nov 2007 17:56:30 -0500 Subject: [rt-users] subscribe Message-ID: <002401c82aff$6c5891b0$4509b510$@edu> -------------- next part -------------- An HTML attachment was scrubbed... URL: From john at sumotech.com Mon Nov 19 19:36:57 2007 From: john at sumotech.com (Dr John Halewood - Sumo Technologies) Date: Tue, 20 Nov 2007 00:36:57 -0000 Subject: [rt-users] scrips suddenly stop triggering Message-ID: <618A4E4DFAEA3F45933D8996E3F847EBCE2260@hoshi.unidec.co.uk> Embarrassingly following up my own post (and using lookout as well), the problem was caused by a separate system upgrade which clobbered Scalar::Util with the default (on RedHat anyway) perl distro one which doesn't contain Scalar::Util::weaken. Reinstalling this and restarting apache solved the problem. It wasn't obvious at first as when I re-ran 'make testdeps' from my original install point, it told me that everything necessary was installed. Of course, this doesn't run to meta-dependencies or dependencies of... etc etc. Thought about how you could try to provide complete test coverage on this for a while but then my brain hurt, and I remembered what perl -MCPAN -e shell; was for. cheers john From konstantinn at parallels.com Tue Nov 20 03:59:21 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Tue, 20 Nov 2007 11:59:21 +0300 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: References: <20071119143824.GI25399@bestpractical.com> Message-ID: Jesse, Torsten - thanks for digging into it. The only Segmentation error I got in apache error log goes like this: /usr/local/apache/logs/error_log:[Tue Nov 20 01:31:45 2007] [notice] child pid 29555 exit signal Segmentation fault (11) I got about 20 of these for last 3 days, but I guess that's not the case. I've updated Text::Quoted to 2.03, but unlike Torsten's setup, I got the new version displayed correctly at the RT's System Configuration page. So, I guess, my next step would be to remove it? *I've no faintest idea how to* =))))) As for the randomness of this bug (less than 0,1% tickets affected): may it be the issue with encodings of the messages? As far as I see, all the transactions that get "stuck" are the "Correspondence added" ones - both created by external users and from RT's WebUI. Again, thanks for digging into this, guys! Kostya ________________________________ From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] Sent: Monday, November 19, 2007 8:42 PM To: Jesse Vincent Cc: Konstantin Naryzhniy; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ticket Transactions get lost on the way to WebUI OK, now it becomes very strange....!!! I've upgraded to latest: root at bruchtal-www4:~/Text-Quoted-2.03# perl Makefile.PL Checking if your kit is complete... Looks good Writing Makefile for Text::Quoted root at bruchtal-www4:~/Text-Quoted-2.03# make cp Quoted.pm blib/lib/Text/Quoted.pm Manifying blib/man3/Text::Quoted.3pm root at bruchtal-www4:~/Text-Quoted-2.03# make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/1....ok t/2....ok t/3....ok t/4....ok t/5....ok t/6....ok All tests successful. Files=6, Tests=14, 1 wallclock secs ( 0.52 cusr + 0.08 csys = 0.60 CPU) root at bruchtal-www4:~/Text-Quoted-2.03# make install Installing /usr/lib/perl5/site_perl/5.8.5/Text/Quoted.pm Installing /usr/share/man/man3/Text::Quoted.3pm Writing /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/Text/Quoted/ .packlist Appending installation info to /usr/lib/perl5/5.8.5/i386-linux-thread-multi/perllocal.pod root at bruchtal-www4:~/Text-Quoted-2.03# cd /usr/lib/perl5/site_perl/5.8.5/ root at bruchtal-www4:/usr/lib/perl5/site_perl/5.8.5# ll I removed the mason cache (to make sure everything is clean) restarted apache and..... the module is not even loaded: Sys::Syslog v0.18; Text::Template v1.44; Text::Wrapper v1.01; Time::HiRes v1.9707; Time::JulianDay v2003.1125; Time::Local v1.17; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; So, remove and upgrade the Text::Quoted can't be the solution?!? 2007/11/19, Jesse Vincent : > > Recently weird things started to happen: random tickets in WebUI were > not displayed further than a certain transaction in the middle. > > This happened both in Display.html and History.html . > > My _guess_ is that you're running into one of the very rare, but catastrophic bugs in Text::Quoted. I alluded to this in my previous email. You _should_ see weird segfaults in the apache error log if this is the case. Try 1) bringing it current or 2) removing it entirely. Best, Jesse _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From j.glutting at continentalserv.com Tue Nov 20 09:28:34 2007 From: j.glutting at continentalserv.com (Jim GLutting) Date: Tue, 20 Nov 2007 09:28:34 -0500 Subject: [rt-users] Helpdesk email errors now - it was working Message-ID: <4742EF12.2030104@continentalserv.com> An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Nov 20 11:27:17 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 Nov 2007 11:27:17 -0500 Subject: [rt-users] Members handling In-Reply-To: <20071119173728.GK23984@easter-eggs.com> References: <20071119173728.GK23984@easter-eggs.com> Message-ID: <20071120162716.GP1301@bestpractical.com> On Mon, Nov 19, 2007 at 06:37:29PM +0100, Emmanuel Lacour wrote: > > I just figured out that whan a group A is a member of another group B, in > group B, we can see all people of group A as member (fine), but with an > unusefull checkbox as when you try to remove one of those Users member, > it only say that this user is not a member of group B :( This is certainly a big. I believe this is something that Ruslan has improved in RT 3.7. -jesse > > I don't know if it's easy to do (doesn't seems), but it would be nice to > disable those checkbox for 'indirect' members users or to display a > more convenient information message. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Tue Nov 20 11:29:52 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 Nov 2007 11:29:52 -0500 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: References: <20071119143824.GI25399@bestpractical.com> Message-ID: <20071120162930.GR1301@bestpractical.com> On Tue, Nov 20, 2007 at 11:59:21AM +0300, Konstantin Naryzhniy wrote: > Jesse, Torsten - thanks for digging into it. > > The only Segmentation error I got in apache error log goes like this: > > /usr/local/apache/logs/error_log:[Tue Nov 20 01:31:45 2007] [notice] > child pid 29555 exit signal Segmentation fault (11) > > I got about 20 of these for last 3 days, but I guess that's not the > case. > > > > I've updated Text::Quoted to 2.03, but unlike Torsten's setup, I got the > new version displayed correctly at the RT's System Configuration page. > > So, I guess, my next step would be to remove it? *I've no faintest idea > how to* =))))) You need to find the Quoted.pm file inside a "Text/" directory somewhere in your perl library path and remove it. -j > > > > As for the randomness of this bug (less than 0,1% tickets affected): may > it be the issue with encodings of the messages? As far as I see, all the > transactions that get "stuck" are the "Correspondence added" ones - both > created by external users and from RT's WebUI. > > > > Again, thanks for digging into this, guys! > > > > Kostya > > > > > > ________________________________ > > From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] > Sent: Monday, November 19, 2007 8:42 PM > To: Jesse Vincent > Cc: Konstantin Naryzhniy; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Ticket Transactions get lost on the way to WebUI > > > > OK, now it becomes very strange....!!! > > I've upgraded to latest: > > root at bruchtal-www4:~/Text-Quoted-2.03# perl Makefile.PL > Checking if your kit is complete... > Looks good > Writing Makefile for Text::Quoted > root at bruchtal-www4:~/Text-Quoted-2.03# make > cp Quoted.pm blib/lib/Text/Quoted.pm > Manifying blib/man3/Text::Quoted.3pm > root at bruchtal-www4:~/Text-Quoted-2.03# make test > PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" > "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t > t/1....ok > t/2....ok > t/3....ok > t/4....ok > t/5....ok > t/6....ok > All tests successful. > Files=6, Tests=14, 1 wallclock secs ( 0.52 cusr + 0.08 csys = 0.60 > CPU) > root at bruchtal-www4:~/Text-Quoted-2.03# make install > Installing /usr/lib/perl5/site_perl/5.8.5/Text/Quoted.pm > Installing /usr/share/man/man3/Text::Quoted.3pm > Writing > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/Text/Quoted/ > .packlist > Appending installation info to > /usr/lib/perl5/5.8.5/i386-linux-thread-multi/perllocal.pod > root at bruchtal-www4:~/Text-Quoted-2.03# cd > /usr/lib/perl5/site_perl/5.8.5/ > root at bruchtal-www4:/usr/lib/perl5/site_perl/5.8.5# ll > > I removed the mason cache (to make sure everything is clean) restarted > apache and..... > > the module is not even loaded: > > Sys::Syslog v0.18; > > Text::Template v1.44; > > Text::Wrapper v1.01; > > > > > Time::HiRes v1.9707; > > Time::JulianDay v2003.1125; > > Time::Local v1.17; > > Time::ParseDate v2006.0814; > > Time::Timezone v2006.0814; > > So, remove and upgrade the Text::Quoted can't be the solution?!? > > 2007/11/19, Jesse Vincent : > > > > > > > Recently weird things started to happen: random tickets in WebUI were > > not displayed further than a certain transaction in the middle. > > > > This happened both in Display.html and History.html . > > > > > My _guess_ is that you're running into one of the very rare, but > catastrophic bugs in Text::Quoted. I alluded to this in my previous > email. You _should_ see weird segfaults in the apache error log if this > is the case. Try 1) bringing it current or 2) removing it entirely. > > > Best, > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > -- From jesse at bestpractical.com Tue Nov 20 11:32:02 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 Nov 2007 11:32:02 -0500 Subject: [rt-users] RT feature question on rights inheritance In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC684C95@NDJSEVS23B.ndc.nasa.gov> References: <5D0B651C5306D64AA429824F50D2C0AC684C95@NDJSEVS23B.ndc.nasa.gov> Message-ID: <20071120163202.GS1301@bestpractical.com> On Mon, Nov 19, 2007 at 11:35:33AM -0600, Schincke, Keith D. (JSC-IT)[MEI] wrote: > I am currently using RT 3.6.1 from debian stable. > > Is it possible in this version or a future version for a queue not to > inherit the global queue rights? It's not currently planned. Can you describe in a bit more detail what you're trying to accomplish? There might be another way to get you the behaviour you want. Best, Jesse > Keith > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From Keith.D.Schincke at nasa.gov Tue Nov 20 11:57:38 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Tue, 20 Nov 2007 10:57:38 -0600 Subject: [rt-users] RT feature question on rights inheritance In-Reply-To: <20071120163202.GS1301@bestpractical.com> References: <5D0B651C5306D64AA429824F50D2C0AC684C95@NDJSEVS23B.ndc.nasa.gov> <20071120163202.GS1301@bestpractical.com> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC684F24@NDJSEVS23B.ndc.nasa.gov> Hey Jesse, My current configuration has about two dozen queues defined. All but one of the queues essentially have the same rights granted (all admins can see, create and update tickets). However, one queue is visible/usable by a small group of users and hidden/unusable to the rest. If I have to make an update to the settings of the general queues (like add ShowOutgoingEmail), I have to go into each queue separately to grant the right. I am not able to use the global rights since that will apply the new rights to the hidden queue. If there was a queue configuration option to not inherent the global rights, I could use it on my special queue and manage the rest from the global rights. Let me know if you have any questions. Keith -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, November 20, 2007 10:32 AM To: Schincke, Keith D. (JSC-IT)[MEI] Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT feature question on rights inheritance On Mon, Nov 19, 2007 at 11:35:33AM -0600, Schincke, Keith D. (JSC-IT)[MEI] wrote: > I am currently using RT 3.6.1 from debian stable. > > Is it possible in this version or a future version for a queue not to > inherit the global queue rights? It's not currently planned. Can you describe in a bit more detail what you're trying to accomplish? There might be another way to get you the behaviour you want. Best, Jesse > Keith > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From Mike.Pountney at semantico.com Tue Nov 20 11:37:28 2007 From: Mike.Pountney at semantico.com (Mike Pountney) Date: Tue, 20 Nov 2007 16:37:28 +0000 Subject: [rt-users] RTFM 'rebranding'. Message-ID: <47430D48.30700@semantico.com> Hi all, I'm new to the list, but a long time RT user. A big Hey! to Jesse as well - i met you briefly at the UKUUG training session last month - it was very useful, thanks. Anyhoo - onto my query: We've just installed RTFM, as I know it is going to work well for serving our documentation to our clients via the RT interface they are already comfortable with. However, my director is a little concerned about the name - our end users are savvy enough to know all, um, 'translations' of the acronym, but are not necessarily techie enough to take it as a joke. Which sucks, but them's the breaks. Is there any easy way to rebrand it? I seem to remember Jesse talking about it in the tutorial, but that it maybe wasn't as easy as changing a setting in the Makefile.PL. Thanks, mike From konstantinn at parallels.com Tue Nov 20 12:10:38 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Tue, 20 Nov 2007 20:10:38 +0300 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: <20071120162930.GR1301@bestpractical.com> References: <20071119143824.GI25399@bestpractical.com> <20071120162930.GR1301@bestpractical.com> Message-ID: >You need to find the Quoted.pm file inside a "Text/" directory somewhere in >your perl library path and remove it. Hello Jesse, Did that - apache won't start with the error: [Tue Nov 20 11:40:33 2007] [error] Can't locate Text/Quoted.pm in @INC (@INC ...) at /work/opt/rt3/lib/RT/Interface/Web/Handler.pm line 56.\nBEGIN failed--compilation aborted at /work/opt/rt3/lib/RT/Interface/Web/Handler.pm line 56.\nCompilation failed in require at /work/opt/rt3/bin/webmux.pl line 87.\nBEGIN failed--compilation aborted at /work/opt/rt3/bin/webmux.pl line 87.\nCompilation failed in require at (eval 8) line 1.\n Syntax error on line 13 of /usr/local/apache/conf/rt.conf: I reinstalled Text::Quoted from CPAN - same issue. Probably I've missed something here? Thanks again, Kostya From jesse at bestpractical.com Tue Nov 20 12:11:53 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 Nov 2007 12:11:53 -0500 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: References: <20071119143824.GI25399@bestpractical.com> <20071120162930.GR1301@bestpractical.com> Message-ID: <20071120171152.GX1301@bestpractical.com> > Hello Jesse, > Did that - apache won't start with the error: What version of RT? 3.6.3 or so and newer should have it as an optional dependency. > > [Tue Nov 20 11:40:33 2007] [error] Can't locate Text/Quoted.pm in @INC > (@INC ...) at /work/opt/rt3/lib/RT/Interface/Web/Handler.pm line > 56.\nBEGIN failed--compilation aborted at > /work/opt/rt3/lib/RT/Interface/Web/Handler.pm line 56.\nCompilation > failed in require at /work/opt/rt3/bin/webmux.pl line 87.\nBEGIN > failed--compilation aborted at /work/opt/rt3/bin/webmux.pl line > 87.\nCompilation failed in require at (eval 8) line 1.\n > Syntax error on line 13 of /usr/local/apache/conf/rt.conf: > > > I reinstalled Text::Quoted from CPAN - same issue. Probably I've missed > something here? > > Thanks again, > Kostya > > > -- From jesse at bestpractical.com Tue Nov 20 12:18:29 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 Nov 2007 12:18:29 -0500 Subject: [rt-users] RT feature question on rights inheritance In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC684F24@NDJSEVS23B.ndc.nasa.gov> References: <5D0B651C5306D64AA429824F50D2C0AC684C95@NDJSEVS23B.ndc.nasa.gov> <20071120163202.GS1301@bestpractical.com> <5D0B651C5306D64AA429824F50D2C0AC684F24@NDJSEVS23B.ndc.nasa.gov> Message-ID: <20071120171829.GZ1301@bestpractical.com> On Tue, Nov 20, 2007 at 10:57:38AM -0600, Schincke, Keith D. (JSC-IT)[MEI] wrote: > Hey Jesse, > > My current configuration has about two dozen queues defined. All but one > of the queues essentially have the same rights granted (all admins can > see, create and update tickets). However, one queue is visible/usable by > a small group of users and hidden/unusable to the rest. Generally, what we'd recommend is to grant these rights to CC/AdminCc and then to make your admin groups AdminCcs of the relevant queues. I _think_ that would take care of this config for you relatively neatly. Best, Jesse > > If I have to make an update to the settings of the general queues (like > add ShowOutgoingEmail), I have to go into each queue separately to grant > the right. I am not able to use the global rights since that will apply > the new rights to the hidden queue. > > If there was a queue configuration option to not inherent the global > rights, I could use it on my special queue and manage the rest from the > global rights. > > Let me know if you have any questions. > > Keith > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Tuesday, November 20, 2007 10:32 AM > To: Schincke, Keith D. (JSC-IT)[MEI] > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT feature question on rights inheritance > > > > > On Mon, Nov 19, 2007 at 11:35:33AM -0600, Schincke, Keith D. > (JSC-IT)[MEI] wrote: > > I am currently using RT 3.6.1 from debian stable. > > > > Is it possible in this version or a future version for a queue not to > > inherit the global queue rights? > > It's not currently planned. Can you describe in a bit more detail what > you're trying to accomplish? There might be another way to get you the > behaviour you want. > > Best, > Jesse > > > Keith > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll > > > take up to 20 percent off the price. This sale won't last long, so get > in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > -- From Keith.D.Schincke at nasa.gov Tue Nov 20 12:22:18 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Tue, 20 Nov 2007 11:22:18 -0600 Subject: [rt-users] RT feature question on rights inheritance In-Reply-To: <20071120171829.GZ1301@bestpractical.com> References: <5D0B651C5306D64AA429824F50D2C0AC684C95@NDJSEVS23B.ndc.nasa.gov> <20071120163202.GS1301@bestpractical.com> <5D0B651C5306D64AA429824F50D2C0AC684F24@NDJSEVS23B.ndc.nasa.gov> <20071120171829.GZ1301@bestpractical.com> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC684F6E@NDJSEVS23B.ndc.nasa.gov> I will give it a test drive after I get my mirrored instance up an running. Thanks for the suggestion. Keith -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, November 20, 2007 11:18 AM To: Schincke, Keith D. (JSC-IT)[MEI] Cc: Jesse Vincent; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT feature question on rights inheritance On Tue, Nov 20, 2007 at 10:57:38AM -0600, Schincke, Keith D. (JSC-IT)[MEI] wrote: > Hey Jesse, > > My current configuration has about two dozen queues defined. All but > one of the queues essentially have the same rights granted (all admins > can see, create and update tickets). However, one queue is > visible/usable by a small group of users and hidden/unusable to the rest. Generally, what we'd recommend is to grant these rights to CC/AdminCc and then to make your admin groups AdminCcs of the relevant queues. I _think_ that would take care of this config for you relatively neatly. Best, Jesse > > If I have to make an update to the settings of the general queues > (like add ShowOutgoingEmail), I have to go into each queue separately > to grant the right. I am not able to use the global rights since that > will apply the new rights to the hidden queue. > > If there was a queue configuration option to not inherent the global > rights, I could use it on my special queue and manage the rest from > the global rights. > > Let me know if you have any questions. > > Keith > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Tuesday, November 20, 2007 10:32 AM > To: Schincke, Keith D. (JSC-IT)[MEI] > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT feature question on rights inheritance > > > > > On Mon, Nov 19, 2007 at 11:35:33AM -0600, Schincke, Keith D. > (JSC-IT)[MEI] wrote: > > I am currently using RT 3.6.1 from debian stable. > > > > Is it possible in this version or a future version for a queue not > > to inherit the global queue rights? > > It's not currently planned. Can you describe in a bit more detail what > you're trying to accomplish? There might be another way to get you the > behaviour you want. > > Best, > Jesse > > > Keith > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, > > we'll > > > take up to 20 percent off the price. This sale won't last long, so > > get > in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > -- From konstantinn at parallels.com Tue Nov 20 12:44:00 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Tue, 20 Nov 2007 20:44:00 +0300 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: <20071120171152.GX1301@bestpractical.com> References: <20071119143824.GI25399@bestpractical.com> <20071120162930.GR1301@bestpractical.com> <20071120171152.GX1301@bestpractical.com> Message-ID: No, sir, I'm still on 3.6.1 -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, November 20, 2007 8:12 PM To: Konstantin Naryzhniy Cc: Jesse Vincent; Torsten Brumm; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ticket Transactions get lost on the way to WebUI > Hello Jesse, > Did that - apache won't start with the error: What version of RT? 3.6.3 or so and newer should have it as an optional dependency. > > [Tue Nov 20 11:40:33 2007] [error] Can't locate Text/Quoted.pm in @INC > (@INC ...) at /work/opt/rt3/lib/RT/Interface/Web/Handler.pm line > 56.\nBEGIN failed--compilation aborted at > /work/opt/rt3/lib/RT/Interface/Web/Handler.pm line 56.\nCompilation > failed in require at /work/opt/rt3/bin/webmux.pl line 87.\nBEGIN > failed--compilation aborted at /work/opt/rt3/bin/webmux.pl line > 87.\nCompilation failed in require at (eval 8) line 1.\n > Syntax error on line 13 of /usr/local/apache/conf/rt.conf: > > > I reinstalled Text::Quoted from CPAN - same issue. Probably I've missed > something here? > > Thanks again, > Kostya > > > -- From gentgeen at linuxmail.org Tue Nov 20 13:20:47 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Tue, 20 Nov 2007 13:20:47 -0500 Subject: [rt-users] RTFM 'rebranding'. In-Reply-To: <47430D48.30700@semantico.com> References: <47430D48.30700@semantico.com> Message-ID: <20071120132047.09338123@localhost.localdomain> On Tue, 20 Nov 2007 16:37:28 +0000 Mike Pountney wrote: > > Is there any easy way to rebrand it? I seem to remember Jesse talking > about it in the tutorial, but that it maybe wasn't as easy as changing a > setting in the Makefile.PL. > Not sure, have not tried this but... Could you rename the folder/make a link to "FAQ" then create an apache rewrite rule for my.site.com/rt/rtfm/ to be my.site.com/rt/faq/ ? that should take care of all the links I would think. The reset then would just be cosmetic, which is easy enough to do in your /rt/local/ directory. -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From jesse at bestpractical.com Tue Nov 20 13:25:44 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 Nov 2007 13:25:44 -0500 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: References: <20071119143824.GI25399@bestpractical.com> <20071120162930.GR1301@bestpractical.com> <20071120171152.GX1301@bestpractical.com> Message-ID: <20071120182544.GD1301@bestpractical.com> On Tue, Nov 20, 2007 at 08:44:00PM +0300, Konstantin Naryzhniy wrote: > No, sir, I'm still on 3.6.1 Ok. Coming up to more recent is recommended. From jesse at bestpractical.com Tue Nov 20 13:32:03 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 Nov 2007 13:32:03 -0500 Subject: [rt-users] Problem on wiki.bestpractical.com In-Reply-To: <8e92cad50711191918w26550d42yf25c57eee48feb08@mail.gmail.com> References: <20071119182404.GA1301@bestpractical.com> <8e92cad50711191918w26550d42yf25c57eee48feb08@mail.gmail.com> Message-ID: <20071120183203.GF1301@bestpractical.com> On Tue, Nov 20, 2007 at 11:18:17AM +0800, wrote: > Dear All, > > I am so sorry for the puzzle to somebody that I had done. Thanks for Graeme > Fowler who help me to remove the errors. > And now, I cloned the Chinese Edition to another page that was make a link > at the bottom of HomePage. > If you have any other good ideas, welcome mail to me. > Thanks. > Cool. I'm glad the two of you are working together. Thank you so much for the translation work :) > Guguoqing > > 2007/11/20, Jesse Vincent : > > > > [The first version of this typoed guguoquing's email address] > > > > It's generally bad form to blow away others' work. It'd probably be > > better to clone gugoquing's work to another page, rather than destroy > > it. > > > > gugoquing, I'm absolutely thrilled to see your chinese translations of > > the wiki. It probably makes sense to put a: > > > > Translations: [zh PageName-zh] at the top of the source and to do the > > translation as its own page. Would you be up for that? > > > > Best, > > Jesse > > > > On Mon, Nov 19, 2007 at 05:15:49PM +0000, Graeme Fowler wrote: > > > On Mon, 2007-11-19 at 10:48 -0600, Schincke, Keith D. (JSC-IT)[MEI] > > > wrote: > > > > I cannot read it but it looks like a user (guguoqing) is adding > > > > translations to the pages. > > > > > > I've backed them all out to the oldest good version prior to these > > > changes. Making translations in a single copy of the pages isn't so good > > > - I'm sure there are other, better, more correct ways to do so. > > > Apologies to anyone who thought they were a good idea :) > > > > > > Graeme > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > > > If you sign up for a new RT support contract before December 31, we'll > > take > > > up to 20 percent off the price. This sale won't last long, so get in > > touch today. > > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > -- > > > > > > ----- End forwarded message ----- > > > > -- > > -- From edward.kovarski at groupkae.com Tue Nov 20 15:30:38 2007 From: edward.kovarski at groupkae.com (Edward Kovarski) Date: Tue, 20 Nov 2007 15:30:38 -0500 Subject: [rt-users] RT Performance after Perl modules upgrade on CentOS Message-ID: <1CF97039-1C47-4622-A526-E58B468F723C@groupkae.com> Has anybody notices a dramatic performance decrease with any recent perl cpan upgrades? I've recently upgraded the CPAN modules and RT has taken a significant hit - performance easily dropped by 70-80%. I haven't had a chance to look fully into it - it isn't heavily used currently - so I figured I'd ask if someone has perhaps run into it... OS is CentOS v4.5 and the logs are peppered with the following warnings, Use of uninitialized value in substitution (s///) at /usr/local/rt3/ lib/RT/Interface/Web.pm line 632. Use of uninitialized value in pattern match (m//) at /usr/local/rt3/ lib/RT/I18N.pm line 395. These all correspond with the day that performance dropped so I am looking at downgrading Encode and a few other modules, Here are my current perl modules, Perl v5.8.5 under linux Apache::Session v1.84; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.01; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; AutoLoader v5.63; base v2.12; bytes v1.01; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.03; CGI v3.29; CGI::Cookie v1.28; CGI::Fast v1.07; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.55; Clone v0.28; constant v1.12; Convert::ASN1 v0.21; Cwd v3.25; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v4.005; DBI v1.601; DBIx::SearchBuilder v1.49; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15; Devel::StackTraceFrame v0.6; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.23; Encode::Alias v2.07; Encode::Config v2.04; Encode::Encoding v2.05; Encode::Guess v2.02; Encode::Unicode v2.05; Errno v1.1; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; FCGI v0.67; Fcntl v1.05; File::Basename v2.73; File::Glob v1.03; File::Path v2.03; File::Spec v3.25; File::Spec::Unix v1.5; File::Temp v0.18; FileHandle v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.37; HTML::Mason::CGIHandler v1.00; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.56; HTML::Scrubber v0.08; HTML::Tagset v3.10; HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.23; IO::File v1.14; IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::Select v1.17; IO::Socket v1.30; IO::Socket::INET v1.31; IO::Socket::UNIX v1.23; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.19; Locale::Maketext v1.12; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.64; Locale::Maketext::Lexicon::Gettext v0.15; Log::Dispatch v2.20; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.77; Mail::Field v1.77; Mail::Field::AddrList v1.77; Mail::Field::Date v1.77; Mail::Header v1.77; Mail::Internet v1.77; MIME::Base64 v3.07; MIME::Body v5.425; MIME::Decoder v5.425; MIME::Decoder::NBit v5.425; MIME::Decoder::QuotedPrint v5.425; MIME::Entity v5.425; MIME::Field::ContDisp v5.425; MIME::Field::ConTraEnc v5.425; MIME::Field::ContType v5.425; MIME::Field::ParamVal v5.425; MIME::Head v5.425; MIME::Parser v5.425; MIME::QuotedPrint v3.07; MIME::Tools v5.425; MIME::Words v5.425; Module::Versions::Report v1.03; Net::LDAP v0.34; Net::LDAP::ASN v0.04; Net::LDAP::Bind v1.02; Net::LDAP::Constant v0.04; Net::LDAP::Entry v0.23; Net::LDAP::Filter v0.15; Net::LDAP::Message v1.09; Net::LDAP::Search v0.11; Net::LDAP::Util v0.11; overload v1.01; Params::Validate v0.89; PerlIO v1.03; PerlIO::scalar v0.02; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.5; RT::Interface::Email v2; Scalar::Util v1.19; SelectSaver v1.00; Socket v1.77; Storable v2.17; strict v1.03; Symbol v1.05; Sys::Syslog v0.23; Text::Autoformat v1.13; Text::Quoted v2.03; Text::Reform v1.11; Text::Tabs v2007.1117; Text::Template v1.44; Text::Wrapper v1.01; Tie::Hash v1.01; Time::HiRes v1.9708; Time::JulianDay v2003.1125; Time::Local v1.18; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; Tree::Simple v1.18; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.08; From jesse at bestpractical.com Mon Nov 19 08:02:40 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Nov 2007 07:02:40 -0600 Subject: [rt-users] RSS Feed Permissions/Authentication problem (Repost) In-Reply-To: <2100343CC6E60840AE5A814BA8A09CE0022D47C7@jetex001.int.cancom.de> References: <2100343CC6E60840AE5A814BA8A09CE001C8A095@jetex001.int.cancom.de> <2100343CC6E60840AE5A814BA8A09CE0022D47C7@jetex001.int.cancom.de> Message-ID: <47418970.6050501@bestpractical.com> Torben Nehmer wrote: > Hello everybody, > > does anybody have any idea here, would it be possible to move the RSS streams to HTTP Basic Authentication? Sure. RT supports HTTP Auth out of the box. Have a look ing the config file for the configuration options. -Jesse From mwestfall at factory7.com Tue Nov 20 18:24:36 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Tue, 20 Nov 2007 18:24:36 -0500 Subject: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... (Repost for the 15th time) Message-ID: <47436CB4.9080902@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 OK, I am getting ever so closer to getting this to work. I have two Custom Fields: Billable and Followup. I want to create a followup ticket if Followup is Yes. I want to create an invoice ticket if Billable is Yes/Covered/or/Gratis Here is my Billable scrip code: Condition User Defined Action Create Tickets Template Global Template Create-Invoice return 0 unless $self->TransactionObj->Type eq "Resolved"; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Yes/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Covered/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Gratis/i; $RT::Logger->debug("Scrip running"); 1; and the Billable Template: ===Create-Ticket: generate-invoice Queue: Accounting Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: Please generate an invoice for this customer. Billable was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} Billable hours was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} Please refer to previous ticket for more information. ENDOFCONTENT For Followup: Condition User Defined Action Create Ticket Template Global Template Generate-Followup ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT When I resolve a ticket which has Yes in both fields, there are various entries in the /var/log/messages, but none of them refer to scrip 22 or 23. - From the RT_Config.pm debug messages should go to syslog or /var/log/messages, but nothing is mentioned there. I would greatly appreciate any help in finally nailing this down. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHQ2y0b/8X6V5MpAURAlp8AKDDLcltuZDewNav8c0VBSFDRpQF3ACffE+a iM5cJtwPm6LDU/CyvjRxi/w= =NgU1 -----END PGP SIGNATURE----- From alan.blake at gmail.com Tue Nov 20 19:01:57 2007 From: alan.blake at gmail.com (Alan Blake) Date: Wed, 21 Nov 2007 11:01:57 +1100 Subject: [rt-users] cli and transaction customfields Message-ID: Hi I'm running RT 3.6.1 on debian I am attempting to automate a number of tasks using the CLI. How can I use the CLI to add a comment to a ticket that has CustomFields setup for ticket transactions. In reading the docs I have not discovered how to refer to a transaction CF via the CLI I can add a comment with the following rt comment -m "comment goes here" ticket/9999 I have set up a number of CF's for ticket transactions. The CLI appears to happily refer and set a transaction CF but the result seems to end up as a ticket CF. Checking the database the CF content refers to the ticket number when it should refer to the transaction number. rt edit ticket/9999 set CF-trnCF="blah" Any assistance would be most appreciated. Thankyou Al. From edward.kovarski at groupkae.com Tue Nov 20 19:54:50 2007 From: edward.kovarski at groupkae.com (Edward Kovarski) Date: Tue, 20 Nov 2007 19:54:50 -0500 Subject: [rt-users] RT Performance after Perl modules upgrade on CentOS In-Reply-To: <1CF97039-1C47-4622-A526-E58B468F723C@groupkae.com> References: <1CF97039-1C47-4622-A526-E58B468F723C@groupkae.com> Message-ID: <88A4807F-F09B-457D-8154-30767FDD0AEA@groupkae.com> Problem resolved the hard way... I've renamed /usr/lib/perl5 and then forced a reinstall of the perl packaged and followed it via a make fixdeps. System is back to its normal speed... This will teach me to do a blind 'upgrade' in cpan on all modules. On 20-Nov-07, at 3:30 PM, Edward Kovarski wrote: > > Has anybody notices a dramatic performance decrease with any recent > perl cpan upgrades? I've recently upgraded the CPAN modules and RT > has taken a significant hit - performance easily dropped by 70-80%. > > I haven't had a chance to look fully into it - it isn't heavily used > currently - so I figured I'd ask if someone has perhaps run into > it... OS is CentOS v4.5 and the logs are peppered with the > following warnings, > > Use of uninitialized value in substitution (s///) at /usr/local/rt3/ > lib/RT/Interface/Web.pm line 632. > Use of uninitialized value in pattern match (m//) at /usr/local/rt3/ > lib/RT/I18N.pm line 395. > > These all correspond with the day that performance dropped so I am > looking at downgrading Encode and a few other modules, > > Here are my current perl modules, > Perl v5.8.5 under linux > Apache::Session v1.84; > Apache::Session::Generate::MD5 v2.1; > Apache::Session::Lock::MySQL v1.00; > Apache::Session::MySQL v1.01; > Apache::Session::Serialize::Storable v1.01; > Apache::Session::Store::DBI v1.02; > Apache::Session::Store::MySQL v1.04; > AutoLoader v5.63; > base v2.12; > bytes v1.01; > Cache::Simple::TimedExpiry v0.27; > capitalization v0.03; > Carp v1.03; > CGI v3.29; > CGI::Cookie v1.28; > CGI::Fast v1.07; > CGI::Util v1.5; > Class::Container v0.12; > Class::Data::Inheritable v0.06; > Class::ReturnValue v0.55; > Clone v0.28; > constant v1.12; > Convert::ASN1 v0.21; > Cwd v3.25; > Data::Dumper v2.121; > Date::Format v2.22; > Date::Parse v2.27; > DBD::mysql v4.005; > DBI v1.601; > DBIx::SearchBuilder v1.49; > DBIx::SearchBuilder::Union v0; > DBIx::SearchBuilder::Unique v0.01; > Devel::StackTrace v1.15; > Devel::StackTraceFrame v0.6; > Devel::Symdump v2.08; > Digest::base v1.00; > Digest::MD5 v2.36; > DynaLoader v1.05; > Encode v2.23; > Encode::Alias v2.07; > Encode::Config v2.04; > Encode::Encoding v2.05; > Encode::Guess v2.02; > Encode::Unicode v2.05; > Errno v1.1; > Exception::Class v1.23; > Exception::Class::Base v1.2; > Exporter v5.58; > Exporter::Heavy v5.58; > FCGI v0.67; > Fcntl v1.05; > File::Basename v2.73; > File::Glob v1.03; > File::Path v2.03; > File::Spec v3.25; > File::Spec::Unix v1.5; > File::Temp v0.18; > FileHandle v2.01; > HTML::Element v3.23; > HTML::Entities v1.35; > HTML::Formatter v2.04; > HTML::FormatText v2.04; > HTML::Mason v1.37; > HTML::Mason::CGIHandler v1.00; > HTML::Mason::Exception v1.1; > HTML::Mason::Exception::Abort v1.1; > HTML::Mason::Exception::Compilation v1.1; > HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; > HTML::Mason::Exception::Compiler v1.1; > HTML::Mason::Exception::Decline v1.1; > HTML::Mason::Exception::Params v1.1; > HTML::Mason::Exception::Syntax v1.1; > HTML::Mason::Exception::System v1.1; > HTML::Mason::Exception::TopLevelNotFound v1.1; > HTML::Mason::Exception::VirtualMethod v1.1; > HTML::Mason::Exceptions v1.43; > HTML::Parser v3.56; > HTML::Scrubber v0.08; > HTML::Tagset v3.10; > HTML::TreeBuilder v3.23; > HTTP::Date v1.47; > I18N::LangTags v0.35; > I18N::LangTags::Detect v1.03; > integer v1.00; > IO v1.23; > IO::File v1.14; > IO::Handle v1.27; > IO::InnerFile v2.110; > IO::Lines v2.110; > IO::ScalarArray v2.110; > IO::Seekable v1.1; > IO::Select v1.17; > IO::Socket v1.30; > IO::Socket::INET v1.31; > IO::Socket::UNIX v1.23; > IO::WrapTie v2.110; > IPC::Open2 v1.01; > IPC::Open3 v1.0106; > lib v0.5565; > List::Util v1.19; > Locale::Maketext v1.12; > Locale::Maketext::Fuzzy v0.10; > Locale::Maketext::Lexicon v0.64; > Locale::Maketext::Lexicon::Gettext v0.15; > Log::Dispatch v2.20; > Log::Dispatch::Base v1.09; > Log::Dispatch::File v1.22; > Log::Dispatch::Output v1.26; > Log::Dispatch::Screen v1.17; > Log::Dispatch::Syslog v1.18; > Mail::Address v1.77; > Mail::Field v1.77; > Mail::Field::AddrList v1.77; > Mail::Field::Date v1.77; > Mail::Header v1.77; > Mail::Internet v1.77; > MIME::Base64 v3.07; > MIME::Body v5.425; > MIME::Decoder v5.425; > MIME::Decoder::NBit v5.425; > MIME::Decoder::QuotedPrint v5.425; > MIME::Entity v5.425; > MIME::Field::ContDisp v5.425; > MIME::Field::ConTraEnc v5.425; > MIME::Field::ContType v5.425; > MIME::Field::ParamVal v5.425; > MIME::Head v5.425; > MIME::Parser v5.425; > MIME::QuotedPrint v3.07; > MIME::Tools v5.425; > MIME::Words v5.425; > Module::Versions::Report v1.03; > Net::LDAP v0.34; > Net::LDAP::ASN v0.04; > Net::LDAP::Bind v1.02; > Net::LDAP::Constant v0.04; > Net::LDAP::Entry v0.23; > Net::LDAP::Filter v0.15; > Net::LDAP::Message v1.09; > Net::LDAP::Search v0.11; > Net::LDAP::Util v0.11; > overload v1.01; > Params::Validate v0.89; > PerlIO v1.03; > PerlIO::scalar v0.02; > POSIX v1.08; > re v0.04; > Regexp::Common v2.120; > Regexp::Common::delimited v2.104; > RT v3.6.5; > RT::Interface::Email v2; > Scalar::Util v1.19; > SelectSaver v1.00; > Socket v1.77; > Storable v2.17; > strict v1.03; > Symbol v1.05; > Sys::Syslog v0.23; > Text::Autoformat v1.13; > Text::Quoted v2.03; > Text::Reform v1.11; > Text::Tabs v2007.1117; > Text::Template v1.44; > Text::Wrapper v1.01; > Tie::Hash v1.01; > Time::HiRes v1.9708; > Time::JulianDay v2003.1125; > Time::Local v1.18; > Time::ParseDate v2006.0814; > Time::Timezone v2006.0814; > Time::Zone v2.22; > Tree::Simple v1.18; > UNIVERSAL v1.01; > UNIVERSAL::require v0.11; > URI v1.35; > URI::Escape v3.28; > URI::URL v5.03; > URI::WithBase v2.19; > utf8 v1.04; > vars v1.01; > warnings v1.03; > warnings::register v1.00; > XSLoader v0.08; > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, > we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com From phil at five-lawrences.com Tue Nov 20 20:03:19 2007 From: phil at five-lawrences.com (Phil Lawrence) Date: Tue, 20 Nov 2007 19:03:19 -0600 Subject: [rt-users] query builder|advanced: ORDER BY custom field? Message-ID: I have a custom field that is shared by both queues in our RT database: CONVreq. Of course it isn't available in the query builder 'display columns' section because I haven't limited the query to include 'queue'. No problem; I was able to add it to the list of fields displayed by putting this in lower box of the Advanced view: '__CustomField.{CONVreq}__', Now, about the 'order by' clause... It's the same problem, but I don't have any examples of how to specify ORDER BY in the Advanced query builder. Any help? Thanks, Phil Lawrence From ipetts at gmail.com Tue Nov 20 21:55:10 2007 From: ipetts at gmail.com (Ian Petts) Date: Wed, 21 Nov 2007 13:55:10 +1100 Subject: [rt-users] Grouping Custom Fields Message-ID: <1d23e4c60711201855v26c0c836k89827e2e92c6312e@mail.gmail.com> I am new to RT and have been tasked with a project I am finding rather difficult. We are running RT 3.4.4 and need to ensure certain fields are completed before a ticket can be closed. Searching the list archives it appears that making certain fields mandatory was added in a more recent version, but I managed to find a scrip I can use with our current version that allows RT to re-open a ticket if certain fields have a particular value (null value in this case). This is working well. The problem I am encountering however is that there is a requirement to have these particular fields separate from the other custom fields in RT. What we need is to have custom fields a, b and c in the Basics view and fields d, e and f (although more than likely non-sequential) on another page. We also don't need or want to see "d, e and f" during the ticket creation process, as these fields are only relevant to ticket closure. (They are in fact relating to having updated network diagrams and documentation). I have what I consider to be a nasty hack working to do this at the moment; I've added a "Checklist" item to the tab bar, pointing to a copy of the EditCustomFields element and have a perl hash containing the names of the fields I want on this form. As we loop around the "my $CustomField = $CustomFields->Next()" portion of the EditCustomFields, it simply performs a perl "next" if the field is not in the hash. For the original EditCustomFields element, the opposite is true; it processes the next field if the current field IS in the hash. I will likely attempt upgrading to the latest version of RT in the future, however at this time I am currently not comfortable enough with the software or environment to attempt to do so. Is there a cleaner and simpler way to achieve separation of particular custom fields in RT 3.4.4? From torben.nehmer at cancom.de Wed Nov 21 02:48:11 2007 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Wed, 21 Nov 2007 08:48:11 +0100 Subject: AW: [rt-users] RSS Feed Permissions/Authentication problem (Repost) In-Reply-To: References: <2100343CC6E60840AE5A814BA8A09CE001C8A095@jetex001.int.cancom.de><2100343CC6E60840AE5A814BA8A09CE0022D47C7@jetex001.int.cancom.de> Message-ID: <2100343CC6E60840AE5A814BA8A09CE0023AD67D@jetex001.int.cancom.de> Hi there, >> does anybody have any idea here, would it be possible to move the >> RSS streams to HTTP Basic Authentication? > > In advance, I apologize for not having tested this myself with RT. The > following is just wild guessing but it's probably the way I'd try to > go if I had to (and I actually do so in other frameworks): > > You could try to retrieve the RSS data "off-line" by means of some > command-line tool. Then let your WWW server do the authentication. > I am using a method called screen scraping by means of Perl's > WWW::Mechanize. WWW::Mechanize is old but still does a good job. > http://www.google.com/search?q=WWW%3A%3AMechanize+Screen+scraping This is an interesting idea, I will think about this. Nevertheless I would prefer it, if RT would support HTTP Basic Auth for RSS Feeds out of the box, it shouldn't be that hard to implement (if one knows RT and Perl that is ;-)). I doubt, that the RSS feeds are useable within the average RSS client across the board, except perhaps the browser-integrated ones where you explicitly authenticate yourself beforehand. But then, if I have to go to the RT site to use the RSS feeds in the first place, many of the RSS advantages are gone. Let alone the usability problems for the average management guy... Yours, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! From sfructus at asset-control.com Wed Nov 21 03:00:24 2007 From: sfructus at asset-control.com (sfructus at asset-control.com) Date: Wed, 21 Nov 2007 09:00:24 +0100 Subject: [rt-users] RTFM 'rebranding'. In-Reply-To: <47430D48.30700@semantico.com> Message-ID: I asked a while ago to replace RTFM by "Knowledge Base" and answer was provided: You have to make changes at 2 major places: 1. /opt/rt3/share/html/Callbacks/RTFM/Elements/Tabs/Default change loc('RTFM') to loc('your text') 2. /opt/rt3/share/html/RTFM/Elements/Tabs change loc('RTFM') to loc('your text') I did that and has worked as nice Mike Pountney Sent by: rt-users-bounces at lists.bestpractical.com 11/20/2007 06:02 PM To rt-users at lists.bestpractical.com cc Subject [rt-users] RTFM 'rebranding'. Hi all, I'm new to the list, but a long time RT user. A big Hey! to Jesse as well - i met you briefly at the UKUUG training session last month - it was very useful, thanks. Anyhoo - onto my query: We've just installed RTFM, as I know it is going to work well for serving our documentation to our clients via the RT interface they are already comfortable with. However, my director is a little concerned about the name - our end users are savvy enough to know all, um, 'translations' of the acronym, but are not necessarily techie enough to take it as a joke. Which sucks, but them's the breaks. Is there any easy way to rebrand it? I seem to remember Jesse talking about it in the tutorial, but that it maybe wasn't as easy as changing a setting in the Makefile.PL. Thanks, mike _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeanmichel.cazaux at eckoh.fr Wed Nov 21 03:33:39 2007 From: jeanmichel.cazaux at eckoh.fr (Jean-Michel Cazaux) Date: Wed, 21 Nov 2007 08:33:39 -0000 Subject: [rt-users] Differentiating "Ticket CC" and "Queue CC" Message-ID: Hi all, I am trying to carve a workflow for our support team but I am having a problem as I would like to have different scrip running for "external" people watching the ticket (in ticket CC people) and the support team (that are watchers of the queue in the CC area). Is there a way in scrips to differentiate "Queue CCs" and "Ticket CCs" ? Many thanks in advance. -- Jean-Michel Cazaux Head of Technology Eckoh UK Limited Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN T 08701 107129 F 08701 107107 M n/a W www.eckoh.com Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007 Winner, Innovation of the Year Award, Transport Innovations 2007 This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company. Registered in England and Wales, No. 2796531 Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN A member of the Eckoh Plc group of companies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pape-rt at inf.fu-berlin.de Wed Nov 21 03:54:53 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 21 Nov 2007 09:54:53 +0100 Subject: [rt-users] Slow ticket search page becoming a problem In-Reply-To: <589c94400711181117l7c0f9865oabec7d8b9eedfc79@mail.gmail.com> References: <589c94400706280442r6a4ef41clf1cf487b10b86168@mail.gmail.com> <901230B7F495D14E8669D5A853DCF54E3C28AE@szexchange.Shopzilla.inc> <589c94400711171754h5086ec60ufd9a67719a261343@mail.gmail.com> <20071118030216.GG8546@bestpractical.com> <589c94400711181117l7c0f9865oabec7d8b9eedfc79@mail.gmail.com> Message-ID: Hello, --Am 18. November 2007 22:17:42 +0300 schrieb Ruslan Zakirov : > Script creates schema and data. The following query must use range > search for the second table instead of 'ref'. so this is from our site: " Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 897 Server version: 5.0.32-Debian_7etch1-log Debian etch distribution Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> explain SELECT STRAIGHT_JOIN g.id FROM acl a, grp g WHERE -> g.type = a.type -> AND ( -> ( g.domain = 'RT::Ticket-Role' AND g.instance = 10 ) -> OR ( g.domain = 'RT::Queue-Role' AND g.instance = 3 ) -> OR ( g.domain = 'RT::System-Role' AND g.instance = 1 ) -> ); +----+-------------+-------+-------+---------------+------+---------+------+------+-------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+-------+-------+---------------+------+---------+------+------+-------------+ | 1 | SIMPLE | a | ALL | NULL | NULL | NULL | NULL | 2 | | | 1 | SIMPLE | g | range | grp1,grp2 | grp2 | 40 | NULL | 6 | Using where | +----+-------------+-------+-------+---------------+------+---------+------+------+-------------+ 2 rows in set (0.00 sec) mysql> " As far as I understood this meens that "Server version: 5.0.32-Debian_7etch1-log Debian etch distribution" is ok, isn't it? Regards, Dirk. From wouter.van.den.bergh at nl.easynet.net Wed Nov 21 06:10:53 2007 From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh) Date: Wed, 21 Nov 2007 12:10:53 +0100 Subject: [rt-users] SLA timers? Message-ID: Hi, I am wondering is its possible to create an SLA with for example 8 hours, and that when some one creates a ticket, they select the SLA, and a timer go's running with that ticket that shows how much time is left on working on the ticket. Is this possible in RT, and if yes, is there some documentation on this I can read about? Cheers, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 CSC at nl.easynet.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From ghenry at suretecsystems.com Wed Nov 21 06:44:48 2007 From: ghenry at suretecsystems.com (Gavin Henry) Date: Wed, 21 Nov 2007 11:44:48 +0000 Subject: [rt-users] RTFM 'rebranding'. In-Reply-To: References: Message-ID: <47441A30.1010304@suretecsystems.com> sfructus at asset-control.com wrote: > > I asked a while ago to replace RTFM by "Knowledge Base" and answer was > provided: > > You have to make changes at 2 major places: > 1. /opt/rt3/share/html/Callbacks/RTFM/Elements/Tabs/Default > > change loc('RTFM') to loc('your text') > > > > 2. /opt/rt3/share/html/RTFM/Elements/Tabs > > change loc('RTFM') to loc('your text') > > I did that and has worked as nice > I would add copying those two file to /opt/rt3/local first. Thanks. -- Kind Regards, Gavin Henry. Managing Director. T +44 (0) 1224 279484 M +44 (0) 7930 323266 F +44 (0) 1224 824887 E ghenry at suretecsystems.com Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From barnesaw at ucrwcu.rwc.uc.edu Wed Nov 21 08:26:49 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 21 Nov 2007 08:26:49 -0500 Subject: [rt-users] SLA timers? In-Reply-To: References: Message-ID: <47443219.1050604@ucrwcu.rwc.uc.edu> You could set up a queue for each SLA that autosets the due date with the create scrip. The wiki has examples of a lot of scrips that should help you cobble one together. Wouter van den Bergh wrote: > > Hi, > > > > I am wondering is its possible to create an SLA with for example 8 > hours, and that when some one creates a ticket, they select the SLA, > and a timer go?s running with that ticket that shows how much time is > left on working on the ticket. Is this possible in RT, and if yes, is > there some documentation on this I can read about? > > > > Cheers, > > > > Met vriendelijke groet, > > > > Wouter van den Bergh, Customer Support Engineer 2nd Line > > Easynet Nederland B.V., http://www.easynet.nl > > Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, > Fax: +31 (0)20 798 98 05 > > > > CSC at nl.easynet.net > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From rfh at pipex.net Wed Nov 21 08:39:05 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 21 Nov 2007 13:39:05 +0000 Subject: [rt-users] SLA timers? In-Reply-To: <47443219.1050604@ucrwcu.rwc.uc.edu> References: <47443219.1050604@ucrwcu.rwc.uc.edu> Message-ID: <474434F9.6070104@pipex.net> Wouter; I am guessing you need this (how long left) visible from search pages ... I think using the Due and DueRelative should do the trick for you?? Roy Drew Barnes wrote: > You could set up a queue for each SLA that autosets the due date with > the create scrip. The wiki has examples of a lot of scrips that should > help you cobble one together. > > > Wouter van den Bergh wrote: > >> Hi, >> >> >> >> I am wondering is its possible to create an SLA with for example 8 >> hours, and that when some one creates a ticket, they select the SLA, >> and a timer go?s running with that ticket that shows how much time is >> left on working on the ticket. Is this possible in RT, and if yes, is >> there some documentation on this I can read about? >> >> >> >> Cheers, >> >> >> >> Met vriendelijke groet, >> >> >> >> Wouter van den Bergh, Customer Support Engineer 2nd Line >> >> Easynet Nederland B.V., http://www.easynet.nl >> >> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, >> Fax: +31 (0)20 798 98 05 >> >> >> >> CSC at nl.easynet.net >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From wouter.van.den.bergh at nl.easynet.net Wed Nov 21 09:01:56 2007 From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh) Date: Wed, 21 Nov 2007 15:01:56 +0100 Subject: [rt-users] SLA timers? In-Reply-To: Message-ID: Hi, This comes close, but I need a few more additions. We use different SLA's, so I will need to be able to select an SLA with a timer configured with it. Our best SLA's are 24x7, so they don't deal with business hours. Our other SLA's are withtin business hours, but vary from 8 hours to 48 hours, so on ticket creation I somehow need to be able to select the correct SLA for the ticket so it loads the correct timer. Cheers, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 CSC at nl.easynet.net ________________________________ From: mhi [mailto:marouane.himdi at kereval.com] Sent: woensdag 21 november 2007 14:45 To: Wouter van den Bergh Subject: RE: [rt-users] SLA timers? I have set up this feature using DueDateinBusinessHours's scrip have a look at this link http://wiki.bestpractical.com/view/DueDateinBusinessHours Hope this help Marouane HIMDI Ing?nieur Docteur QoS & Test en charges KEREVAL 80 Avenue des Buttes de Co?smes Immeuble Gallium 35700 Rennes - France Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12 http://www.kereval.com ________________________________ De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Wouter van den Bergh Envoy? : mercredi 21 novembre 2007 12:11 ? : rt-users at lists.bestpractical.com Objet : [rt-users] SLA timers? Hi, I am wondering is its possible to create an SLA with for example 8 hours, and that when some one creates a ticket, they select the SLA, and a timer go's running with that ticket that shows how much time is left on working on the ticket. Is this possible in RT, and if yes, is there some documentation on this I can read about? Cheers, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 CSC at nl.easynet.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From wouter.van.den.bergh at nl.easynet.net Wed Nov 21 08:58:09 2007 From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh) Date: Wed, 21 Nov 2007 14:58:09 +0100 Subject: [rt-users] SLA timers? Message-ID: Hi, Thanks for the reply. The issue on this solution is that we get way to many queues. We have around 8 different SLA's, with different product sections (queues are split up per section, data, voice, hosting, etc etc). The best solution here would be if I could select a SLA, which has a time already bound to it. For now it would be good too if the tickets itself register times at all, such as timestamps for ticket creation, ticket opening, ticket resolving etc. But also this I cannot find. Cheers, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 CSC at nl.easynet.net -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: woensdag 21 november 2007 14:27 To: Wouter van den Bergh Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] SLA timers? You could set up a queue for each SLA that autosets the due date with the create scrip. The wiki has examples of a lot of scrips that should help you cobble one together. Wouter van den Bergh wrote: > > Hi, > > > > I am wondering is its possible to create an SLA with for example 8 > hours, and that when some one creates a ticket, they select the SLA, > and a timer go's running with that ticket that shows how much time is > left on working on the ticket. Is this possible in RT, and if yes, is > there some documentation on this I can read about? > > > > Cheers, > > > > Met vriendelijke groet, > > > > Wouter van den Bergh, Customer Support Engineer 2nd Line > > Easynet Nederland B.V., http://www.easynet.nl > > Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, > Fax: +31 (0)20 798 98 05 > > > > CSC at nl.easynet.net > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From rfh at pipex.net Wed Nov 21 09:41:18 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 21 Nov 2007 14:41:18 +0000 Subject: [rt-users] SLA timers? In-Reply-To: References: Message-ID: <4744438E.6030906@pipex.net> What I have here is a custom field (select one value) with sla's listed, the cf apply to all queues. A global scrip that set the Due date based on the value of the cf sla selected. in most cases the sla is selected by the staff member pending on the issue.We have some queues where sla's are assigned automatically , for those I use the Due fields available from the Queue properties. On the wiki there are samples and scrips on how to deal with custom fields values in scrips, Possibly the only complication, is the business hours part, but even that is described in the wiki as per the below. Regards; Roy Wouter van den Bergh wrote: > Hi, > > > > This comes close, but I need a few more additions. > > > > We use different SLA's, so I will need to be able to select an SLA with a timer configured with it. Our best SLA's are 24x7, so they don't deal with business hours. Our other SLA's are withtin business hours, but vary from 8 hours to 48 hours, so on ticket creation I somehow need to be able to select the correct SLA for the ticket so it loads the correct timer. > > > > Cheers, > > > > Met vriendelijke groet, > > > > Wouter van den Bergh, Customer Support Engineer 2nd Line > > Easynet Nederland B.V., http://www.easynet.nl > > Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 > > > > CSC at nl.easynet.net > > ________________________________ > > From: mhi [mailto:marouane.himdi at kereval.com] > Sent: woensdag 21 november 2007 14:45 > To: Wouter van den Bergh > Subject: RE: [rt-users] SLA timers? > > > > I have set up this feature using DueDateinBusinessHours's scrip > > have a look at this link http://wiki.bestpractical.com/view/DueDateinBusinessHours > > > > Hope this help > > > > Marouane HIMDI > Ing?nieur Docteur > QoS & Test en charges > > > > KEREVAL > 80 Avenue des Buttes de Co?smes > Immeuble Gallium 35700 Rennes - France > Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12 > http://www.kereval.com > > > > ________________________________ > > De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Wouter van den Bergh > Envoy? : mercredi 21 novembre 2007 12:11 > ? : rt-users at lists.bestpractical.com > Objet : [rt-users] SLA timers? > > Hi, > > > > I am wondering is its possible to create an SLA with for example 8 hours, and that when some one creates a ticket, they select the SLA, and a timer go's running with that ticket that shows how much time is left on working on the ticket. Is this possible in RT, and if yes, is there some documentation on this I can read about? > > > > Cheers, > > > > Met vriendelijke groet, > > > > Wouter van den Bergh, Customer Support Engineer 2nd Line > > Easynet Nederland B.V., http://www.easynet.nl > > Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 > > > > CSC at nl.easynet.net > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Nov 21 12:48:46 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 21 Nov 2007 09:48:46 -0800 Subject: [rt-users] Grouping Custom Fields In-Reply-To: <1d23e4c60711201855v26c0c836k89827e2e92c6312e@mail.gmail.com> References: <1d23e4c60711201855v26c0c836k89827e2e92c6312e@mail.gmail.com> Message-ID: <47446F7E.6060202@lbl.gov> Ian, I don't have an answer for you, but YOU have one for me. You mentioned a scrip that allows "RT to re-open a ticket" if certain fields/values meet a condition. I have need of just such a scrip. Being a 'PERL' novice, I try to gather as many scrips that are models of various conditions/actions as I can for reference as I build my own. The one you mentioned is EXTREMELY similar to what I need. Would you mind terribly posting it here or passing it back to me in "REPLY"? I could certainly use the help. Thanks. Kenn LBNL On 11/20/2007 6:55 PM, Ian Petts wrote: > I am new to RT and have been tasked with a project I am finding rather > difficult. > > We are running RT 3.4.4 and need to ensure certain fields are > completed before a ticket can be closed. Searching the list archives > it appears that making certain fields mandatory was added in a more > recent version, but I managed to find a scrip I can use with our > current version that allows RT to re-open a ticket if certain fields > have a particular value (null value in this case). This is working > well. > > The problem I am encountering however is that there is a requirement > to have these particular fields separate from the other custom fields > in RT. What we need is to have custom fields a, b and c in the Basics > view and fields d, e and f (although more than likely non-sequential) > on another page. We also don't need or want to see "d, e and f" during > the ticket creation process, as these fields are only relevant to > ticket closure. (They are in fact relating to having updated network > diagrams and documentation). > > I have what I consider to be a nasty hack working to do this at the > moment; I've added a "Checklist" item to the tab bar, pointing to a > copy of the EditCustomFields element and have a perl hash containing > the names of the fields I want on this form. As we loop around the "my > $CustomField = $CustomFields->Next()" portion of the EditCustomFields, > it simply performs a perl "next" if the field is not in the hash. For > the original EditCustomFields element, the opposite is true; it > processes the next field if the current field IS in the hash. > > I will likely attempt upgrading to the latest version of RT in the > future, however at this time I am currently not comfortable enough > with the software or environment to attempt to do so. > > Is there a cleaner and simpler way to achieve separation of particular > custom fields in RT 3.4.4? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Wed Nov 21 12:52:09 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 21 Nov 2007 09:52:09 -0800 Subject: [rt-users] Differentiating "Ticket CC" and "Queue CC" In-Reply-To: References: Message-ID: <47447049.6080401@lbl.gov> Jean-Michel, I know in the "Action" pull-down option of a scrip "CC'c" are listed as well as "Others". Perhaps looking at the base code for that option will give an idea on how to address that differentiation. I'm not much of a perl guy, but I'm guessing that if you can get to that code, it might help. Hope this helps. Kenn LBNL On 11/21/2007 12:33 AM, Jean-Michel Cazaux wrote: > Hi all, > > I am trying to carve a workflow for our support team but I am having a > problem as I would like to have different scrip running for "external" > people watching the ticket (in ticket CC people) and the support team > (that are watchers of the queue in the CC area). > > Is there a way in scrips to differentiate "Queue CCs" and "Ticket CCs" ? > > Many thanks in advance. > > -- > > Jean-Michel Cazaux > Head of Technology > **Eckoh UK Limited** > Telford House, Corner Hall, > Hemel Hempstead, Hertfordshire HP3 9HN > > *T* 08701 107129 > **F** 08701 107107 > **M** n/a > **W** www.eckoh.com > > *Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007* > * * > *Winner, Innovation of the Year Award, Transport Innovations 2007* > > This communication contains information, which is confidential and may > also be privileged. It is for the exclusive use of the intended > recipient(s) only. If you are not the intended recipient(s) please note > that any form of distribution, copying or use of this communication or > the information in it is strictly prohibited and may be unlawful. If you > have received this communication in error please return it to the sender > and then delete it. Opinions expressed in this message are those of the > author, and are not binding on the company. > > Registered in England and Wales, No. 2796531 > Registered office: Telford House, Corner Hall, Hemel Hempstead, > Hertfordshire HP3 9HN > > A member of the Eckoh Plc group of companies. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From phanoko at gmail.com Wed Nov 21 13:16:13 2007 From: phanoko at gmail.com (matt wells) Date: Wed, 21 Nov 2007 10:16:13 -0800 Subject: [rt-users] Manager Approval on tickets Message-ID: We have a queue that we put things in to get permission to work on DNS and so on.. Has anyone had any luck a scrip that would attach a 'Reminder' to a ticket in the queue called 'work'? What I was thinking is that I create a ticket in 'work' because I want to build a new DNS server. When I create the ticket it puts in a reminder assigned to my boss 'Tjones'. That way when he logs in he see right away on his screen that he needs to approve my request. From mwestfall at factory7.com Wed Nov 21 13:08:41 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Wed, 21 Nov 2007 13:08:41 -0500 Subject: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... (Repost for the 15th time) In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4001482322@rachael-reborn.letnet.net> References: <47436CB4.9080902@factory7.com> <0DD6BC9ABC0D2747AF8589AEA9722A4001482322@rachael-reborn.letnet.net> Message-ID: <47447429.5050104@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 That is a good point, however the Followup condition is not executing either!! Roedel, Mark wrote: > It seems to me that this condition code: > >> return 0 unless $self->TransactionObj->Type eq "Resolved"; >> return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ >> /Yes/i; >> return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ >> /Covered/i; >> return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ >> /Gratis/i; >> $RT::Logger->debug("Scrip running"); >> 1; > > must always return zero, since at least one of your 'unless' conditions > won't be met (and it'll always return prior to your logger entry, to > boot). > > -- > Mark Roedel > Senior Programmer / Analyst > LeTourneau University > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt > Westfall > Sent: Tuesday, November 20, 2007 5:25 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Create Ticket on Resolve, but only if Custom Field > is.... (Repost for the 15th time) > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > OK, I am getting ever so closer to getting this to work. > > I have two Custom Fields: Billable and Followup. > > I want to create a followup ticket if Followup is Yes. > I want to create an invoice ticket if Billable is Yes/Covered/or/Gratis > > Here is my Billable scrip code: > > Condition User Defined > Action Create Tickets > Template Global Template Create-Invoice > > return 0 unless $self->TransactionObj->Type eq "Resolved"; > return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ > /Yes/i; > return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ > /Covered/i; > return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ > /Gratis/i; > $RT::Logger->debug("Scrip running"); > 1; > > and the Billable Template: > > ===Create-Ticket: generate-invoice > Queue: Accounting > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: Please generate an invoice for this customer. > Billable was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > > Billable hours was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} > Please refer to previous ticket for more information. > ENDOFCONTENT > > For Followup: > > Condition User Defined > Action Create Ticket > Template Global Template Generate-Followup > > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > > When I resolve a ticket which has Yes in both fields, there are various > entries in the /var/log/messages, but none of them refer to scrip 22 or > 23. > > - From the RT_Config.pm debug messages should go to syslog or > /var/log/messages, but nothing is mentioned there. > > I would greatly appreciate any help in finally nailing this down. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHRHQnb/8X6V5MpAURAjNGAJsF3cVyQMygn38+K8U1FLOArYe/UwCePW+p jPXZvyO9Gt8svKz+c3LBfs0= =wlFo -----END PGP SIGNATURE----- From KFCrocker at lbl.gov Wed Nov 21 13:34:08 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 21 Nov 2007 10:34:08 -0800 Subject: [rt-users] Manager Approval on tickets In-Reply-To: References: Message-ID: <47447A20.2000205@lbl.gov> Matt, I believe there are already a couple versions of "create ticket" out there. Use one of them but remember to set the "Type" field to "Reminder". Hope this helps. Kenn LBNL On 11/21/2007 10:16 AM, matt wells wrote: > We have a queue that we put things in to get permission to work on DNS > and so on.. > Has anyone had any luck a scrip that would attach a 'Reminder' to a > ticket in the queue called 'work'? > What I was thinking is that I create a ticket in 'work' because I want > to build a new DNS server. > When I create the ticket it puts in a reminder assigned to my boss 'Tjones'. > That way when he logs in he see right away on his screen that he needs > to approve my request. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From gleduc at mail.sdsu.edu Wed Nov 21 13:41:52 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 21 Nov 2007 10:41:52 -0800 Subject: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... (Repost for the 15th time) In-Reply-To: <47436CB4.9080902@factory7.com> References: <47436CB4.9080902@factory7.com> Message-ID: <6.2.1.2.2.20071121103810.02728a38@mail.sdsu.edu> Hi Matt, There's an error here: >return 0 unless $self->TransactionObj->Type eq "Resolved"; Use $self->TransactionObj->Type eq "Status" && $self->TransactionObj->NewValue eq "resolved" Regards, Gene At 03:24 PM 11/20/2007, Matt Westfall wrote: >-----BEGIN PGP SIGNED MESSAGE----- >Hash: SHA1 > >OK, I am getting ever so closer to getting this to work. > >I have two Custom Fields: Billable and Followup. > >I want to create a followup ticket if Followup is Yes. >I want to create an invoice ticket if Billable is Yes/Covered/or/Gratis > >Here is my Billable scrip code: > >Condition User Defined >Action Create Tickets >Template Global Template Create-Invoice > >return 0 unless $self->TransactionObj->Type eq "Resolved"; >return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ >/Yes/i; >return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ >/Covered/i; >return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ >/Gratis/i; >$RT::Logger->debug("Scrip running"); >1; > >and the Billable Template: > >===Create-Ticket: generate-invoice >Queue: Accounting >Subject: Invoice: { $Tickets{'TOP'} -> Subject() } >Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } >RefersTo: {$Tickets{'TOP'}->Id() } >Content: Please generate an invoice for this customer. >Billable was set to: >{$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > >Billable hours was set to: >{$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} >Please refer to previous ticket for more information. >ENDOFCONTENT > >For Followup: > >Condition User Defined >Action Create Ticket >Template Global Template Generate-Followup > >===Create-Ticket: generate-followup >Queue: Customer Service >Subject: Invoice: { $Tickets{'TOP'} -> Subject() } >Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } >RefersTo: {$Tickets{'TOP'}->Id() } >Content: A follow up was requested on this ticket. Please refer to >previous ticket for more information. >ENDOFCONTENT > > >When I resolve a ticket which has Yes in both fields, there are various >entries in the /var/log/messages, but none of them refer to scrip 22 or 23. > >- From the RT_Config.pm debug messages should go to syslog or >/var/log/messages, but nothing is mentioned there. > >I would greatly appreciate any help in finally nailing this down. > > >-----BEGIN PGP SIGNATURE----- >Version: GnuPG v1.4.7 (MingW32) > >iD8DBQFHQ2y0b/8X6V5MpAURAlp8AKDDLcltuZDewNav8c0VBSFDRpQF3ACffE+a >iM5cJtwPm6LDU/CyvjRxi/w= >=NgU1 >-----END PGP SIGNATURE----- >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >If you sign up for a new RT support contract before December 31, we'll take >up to 20 percent off the price. This sale won't last long, so get in touch >today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From wouter.van.den.bergh at nl.easynet.net Wed Nov 21 14:20:14 2007 From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh) Date: Wed, 21 Nov 2007 20:20:14 +0100 Subject: [rt-users] SLA timers? References: <47443219.1050604@ucrwcu.rwc.uc.edu> <474434F9.6070104@pipex.net> Message-ID: Roy, Thats correct, it needs to be visable from the search pages, but also it should be able be listed in end-month stats. The issue, from what i can see, with the Due and DueRelative is that users seem to need to enter this manually, and as you might know aswell, people simply don't do it when they are required to fill in times and such. I've been searching countless hours on the wiki page, but i cannot find anything which even remotely looks like that i am searching for, and that surprises me, as i could imagen we're not the only company working with SLA timers. Maybe i am not looking good, so could some one point me to a script which even remotely looks a bit like what i want? Maybe from there i can do up some inspiration and find out were to begin. Cheers, Wouter ________________________________ From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Wed 11/21/2007 2:39 PM To: Drew Barnes Cc: Wouter van den Bergh; rt-users at lists.bestpractical.com Subject: Re: [rt-users] SLA timers? Wouter; I am guessing you need this (how long left) visible from search pages ... I think using the Due and DueRelative should do the trick for you?? Roy Drew Barnes wrote: > You could set up a queue for each SLA that autosets the due date with > the create scrip. The wiki has examples of a lot of scrips that should > help you cobble one together. > > > Wouter van den Bergh wrote: > >> Hi, >> >> >> >> I am wondering is its possible to create an SLA with for example 8 >> hours, and that when some one creates a ticket, they select the SLA, >> and a timer go's running with that ticket that shows how much time is >> left on working on the ticket. Is this possible in RT, and if yes, is >> there some documentation on this I can read about? >> >> >> >> Cheers, >> >> >> >> Met vriendelijke groet, >> >> >> >> Wouter van den Bergh, Customer Support Engineer 2nd Line >> >> Easynet Nederland B.V., http://www.easynet.nl >> >> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, >> Fax: +31 (0)20 798 98 05 >> >> >> >> CSC at nl.easynet.net >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From boyken at divms.uiowa.edu Wed Nov 21 14:29:53 2007 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Wed, 21 Nov 2007 13:29:53 -0600 Subject: [rt-users] No mail to Owner In-Reply-To: <20071120170009.B60E04D81D8@diesel.bestpractical.com> References: <20071120170009.B60E04D81D8@diesel.bestpractical.com> Message-ID: <47448731.4080505@divms.uiowa.edu> Like I mentioned in a reply to another thread, RT is not sending mail to Owner anymore whenever a user replies to a ticket. This is with RT 3.6.4 using a hand-built Perl 5.8.8 on RedHat Enterprise Linux Server release 5. Since RT is using our own Perl, not RedHat Perl, RedHat Perl updates are not an issue. Hacking around a little, I can see that in RT::Action::Notify::SetRecipients(), $self->Argument does not include 'Owner'. Below is a log of what happens when a requestor replies to a ticket; any ideas will be appreciated. [Wed Nov 21 17:23:45 2007] [debug]: Converting 'US-ASCII' to 'utf-8' for text/plain - Re: [CSG Request Ticket #24252] Test for Karl (/var/www/rt-3.6.4/lib/RT/I18N.pm:221) [Wed Nov 21 17:23:45 2007] [debug]: Found a ticket ID. It's 24252 (/var/www/rt-3.6.4/lib/RT/Interface/Email.pm:477) [Wed Nov 21 17:23:45 2007] [debug]: RT::CurrentUser_Local::LoadByEmail: Email address t_user at divms.uiowa.edu (/var/www/rt-3.6.4/local/lib/RT/CurrentUser_Local.pm:33) [Wed Nov 21 17:23:45 2007] [debug]: RT::CurrentUser_Local::LoadByEmail: Trying to load email address t_user at divms.uiowa.edu as username t_user (/var/www/rt-3.6.4/local/lib/RT/CurrentUser_Local.pm:36) [Wed Nov 21 17:23:45 2007] [debug]: About to think about scrips for transaction #153842 (/var/www/rt-3.6.4/lib/RT/Transaction_Overlay.pm:167) [Wed Nov 21 17:23:45 2007] [debug]: About to prepare scrips for transaction #153842 (/var/www/rt-3.6.4/lib/RT/Transaction_Overlay.pm:171) [Wed Nov 21 17:23:45 2007] [debug]: Found 5 scrips (/var/www/rt-3.6.4/lib/RT/Scrips_Overlay.pm:365) [Wed Nov 21 17:23:45 2007] [crit]: Notify::SetRecipients: initial arg AdminCc, OwnerObj->id 28, Nobody->id 10 (/var/www/rt-3.6.4/lib/RT/Action/Notify.pm:83) [Wed Nov 21 17:23:45 2007] [crit]: Notify::SetRecipients: munged arg AdminCc (/var/www/rt-3.6.4/lib/RT/Action/Notify.pm:86) [Wed Nov 21 17:23:45 2007] [crit]: Notify::SetRecipients: initial arg Requestor,Cc, OwnerObj->id 28, Nobody->id 10 (/var/www/rt-3.6.4/lib/RT/Action/Notify.pm:83) [Wed Nov 21 17:23:45 2007] [crit]: Notify::SetRecipients: munged arg Requestor,Cc (/var/www/rt-3.6.4/lib/RT/Action/Notify.pm:86) [Wed Nov 21 17:23:45 2007] [crit]: Notify::SetRecipients: initial arg OtherRecipients, OwnerObj->id 28, Nobody->id 10 (/var/www/rt-3.6.4/lib/RT/Action/Notify.pm:83) [Wed Nov 21 17:23:45 2007] [crit]: Notify::SetRecipients: munged arg OtherRecipients (/var/www/rt-3.6.4/lib/RT/Action/Notify.pm:86) [Wed Nov 21 17:23:45 2007] [debug]: About to commit scrips for transaction #153842 (/var/www/rt-3.6.4/lib/RT/Transaction_Overlay.pm:180) [Wed Nov 21 17:23:45 2007] [info]: #24252/153842 - Scrip 4 (/var/www/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) [Wed Nov 21 17:23:45 2007] [info]: sent Bcc: bacher at divms.uiowa.edu, boyken at divms.uiowa.edu, hbrown at divms.uiowa.edu, jhetrick at divms.uiowa.edu, jjurich at divms.uiowa.edu (/var/www/rt-3.6.4/lib/RT/Action/SendEmail.pm:276) [Wed Nov 21 17:23:45 2007] [debug]: About to think about scrips for transaction #153843 (/var/www/rt-3.6.4/lib/RT/Transaction_Overlay.pm:167) [Wed Nov 21 17:23:45 2007] [info]: #24252/153842 - Scrip 5 (/var/www/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) [Wed Nov 21 17:23:45 2007] [info]: No recipients found. Not sending. (/var/www/rt-3.6.4/lib/RT/Action/SendEmail.pm:257) [Wed Nov 21 17:23:45 2007] [info]: #24252/153842 - Scrip 6 (/var/www/rt-3.6.4/lib/RT/Action/SendEmail.pm:245) [Wed Nov 21 17:23:45 2007] [info]: No recipients found. Not sending. (/var/www/rt-3.6.4/lib/RT/Action/SendEmail.pm:257) Karl Boyken -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Nov 21 14:43:27 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 21 Nov 2007 14:43:27 -0500 Subject: [rt-users] SLA timers? In-Reply-To: References: <47443219.1050604@ucrwcu.rwc.uc.edu> <474434F9.6070104@pipex.net> Message-ID: <47448A5F.3060305@ucrwcu.rwc.uc.edu> I know you can set a default due time per queue. I have never looked at it based on a custom field but a scrip in TransactionBatch stage may be able to do what you want. Wouter van den Bergh wrote: > Roy, > > Thats correct, it needs to be visable from the search pages, but also > it should be able be listed in end-month stats. > > The issue, from what i can see, with the Due and DueRelative is that > users seem to need to enter this manually, and as you might know > aswell, people simply don't do it when they are required to fill in > times and such. > > I've been searching countless hours on the wiki page, but i cannot > find anything which even remotely looks like that i am searching for, > and that surprises me, as i could imagen we're not the only company > working with SLA timers. > > Maybe i am not looking good, so could some one point me to a script > which even remotely looks a bit like what i want? Maybe from there i > can do up some inspiration and find out were to begin. > > Cheers, > > Wouter > ------------------------------------------------------------------------ > *From:* Roy El-Hames [mailto:rfh at pipex.net] > *Sent:* Wed 11/21/2007 2:39 PM > *To:* Drew Barnes > *Cc:* Wouter van den Bergh; rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] SLA timers? > > Wouter; > > I am guessing you need this (how long left) visible from search pages ... > I think using the Due and DueRelative should do the trick for you?? > > Roy > > Drew Barnes wrote: > > You could set up a queue for each SLA that autosets the due date with > > the create scrip. The wiki has examples of a lot of scrips that should > > help you cobble one together. > > > > > > Wouter van den Bergh wrote: > > > >> Hi, > >> > >> > >> > >> I am wondering is its possible to create an SLA with for example 8 > >> hours, and that when some one creates a ticket, they select the SLA, > >> and a timer go?s running with that ticket that shows how much time is > >> left on working on the ticket. Is this possible in RT, and if yes, is > >> there some documentation on this I can read about? > >> > >> > >> > >> Cheers, > >> > >> > >> > >> Met vriendelijke groet, > >> > >> > >> > >> Wouter van den Bergh, Customer Support Engineer 2nd Line > >> > >> Easynet Nederland B.V., http://www.easynet.nl > > >> > >> Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, > >> Fax: +31 (0)20 798 98 05 > >> > >> > >> > >> CSC at nl.easynet.net > >> > >> > >> > >> > ------------------------------------------------------------------------ > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > >> If you sign up for a new RT support contract before December 31, > we'll take > >> up to 20 percent off the price. This sale won't last long, so get > in touch today. > >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. > >> > >> > >> Community help: http://wiki.bestpractical.com > > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > > >> > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, > we'll take > > up to 20 percent off the price. This sale won't last long, so get in > touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ruz at bestpractical.com Wed Nov 21 15:15:54 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 21 Nov 2007 23:15:54 +0300 Subject: [rt-users] SLA timers? In-Reply-To: References: Message-ID: <589c94400711211215h6d59c530se5ec4cecdd3ea592@mail.gmail.com> There is RT-Extension-SLA in our public repository. It's almost ready for production, but havn't got much testing, yet. It has pretty good documentation. On Nov 21, 2007 2:10 PM, Wouter van den Bergh wrote: > > > > > Hi, > > > > I am wondering is its possible to create an SLA with for example 8 hours, > and that when some one creates a ticket, they select the SLA, and a timer > go's running with that ticket that shows how much time is left on working on > the ticket. Is this possible in RT, and if yes, is there some documentation > on this I can read about? > > > > Cheers, > > > > Met vriendelijke groet, > > > > Wouter van den Bergh, Customer Support Engineer 2nd Line > > Easynet Nederland B.V., http://www.easynet.nl > > Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: > +31 (0)20 798 98 05 > > > > CSC at nl.easynet.net > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From matt.pounsett at cira.ca Wed Nov 21 16:03:57 2007 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Wed, 21 Nov 2007 16:03:57 -0500 Subject: [rt-users] Unexpected session timeouts, RT 3.6.5 In-Reply-To: <5ED48CEE-7520-4694-BCB5-C62AB0097C42@cira.ca> References: <5ED48CEE-7520-4694-BCB5-C62AB0097C42@cira.ca> Message-ID: <41D71B91-CBE2-4AE0-A0DB-B66258A05A41@cira.ca> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Okay, so I've temporarily given up on trying to debug this. I'm using the workaround of forcing RT back to using Apache::Session::File, which has appeared to work. For posterity, here's everything I know about the problem along with some environmental information, in case someone somewhere down the road runs into the same thing and is interested in debugging it further than I did. So... Using RT 3.6.5 built from Ports on FreeBSD 6.2-RELEASE-p8, built to use FastCGI. This is a single web server (no load balancing) with a single MySQL database on localhost. The problem: It appears that RT is randomly ignoring the session information returned to it by MySQL, and is initiating a new session, which forces the user back to the login screen. The problem can be reproduced by clicking around the interface until you are unexpectedly presented with the login screen. Watching HTTP headers: Under normal behaviour, the web browser sends the session cookie to the web server and it responds with no new cookie, and whatever content was requested. Periodically it unexpectedly responds with a new session cookie and the login page. Watching MySQL query logs: When RT unexpectedly presents the user with a login page, the query logs show that RT has done a lock, then select for the session ID, an unlock, as usual.. but then it inserts a new session row as if the query for the old session ID had failed. Manually running this query at this time succeeds and returns the session data. Watching RT error log: Set to debug level, the RT error log shows nothing when this happens. Watching web server error logs: The web server error logs also show nothing out of the ordinary when this occurs. I did some digging into the db-based session handling in order to drop in some overrides in ./rt3/local to add debugging output, but didn't get very far before trying the workaround mentioned at the beginning of this email. Since that workaround is sufficient for my uses here, I'm sticking with it for now and abandoning further debugging. However, if anyone (Jesse?) has some suggestions I'm happy to try them out and report back the results. Matt -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHRJ1AmFeRJ0tjIxERAqiQAJ4tDwIzGCEh1grFU06MtRHrxQj3dgCgi1/m g570Gs2e1MjP7OW7dxkUhrs= =Snks -----END PGP SIGNATURE----- From ipetts at gmail.com Wed Nov 21 17:02:01 2007 From: ipetts at gmail.com (Ian Petts) Date: Thu, 22 Nov 2007 09:02:01 +1100 Subject: [rt-users] Grouping Custom Fields In-Reply-To: <47446F7E.6060202@lbl.gov> References: <1d23e4c60711201855v26c0c836k89827e2e92c6312e@mail.gmail.com> <47446F7E.6060202@lbl.gov> Message-ID: <1d23e4c60711211402k58f85ddg9f09481f622a415d@mail.gmail.com> Hi Kenn, > I don't have an answer for you, but YOU have one for me. You mentioned > a scrip that allows "RT to re-open a ticket" if certain fields/values > meet a condition. I have need of just such a scrip. The scrip(s) I based mine off were found here: http://www.gossamer-threads.com/lists/rt/users/66169?search_string=sean.edge;#66169 The scrip I ended up with is: ===== 8< ===== # Enable for Testing: #exit 1 unless ($self->TransactionObj->CreatorObj->Name eq "ian"); use constant FALSE => 0; use constant TRUE => 1; my @mandatory_fields = ('Procedures Updated', 'Network Diagrams Updated', 'Monitoring Enabled'); my $comment = "Please ensure all compulsory fields are completed."; my $ok = TRUE; foreach my $field (@mandatory_fields) { $ok = FALSE unless (defined $self->TicketObj->FirstCustomFieldValue($field)); } unless ($ok) { my ($id, $msg) = $self->TicketObj->SetStatus("open"); $self->TicketObj->Comment(Content => $comment); } return 1; ===== >8 ===== > Being a 'PERL' novice, I try to gather as many scrips that are models of various > conditions/actions as I can for reference as I build my own. I can sympathize. My perl is fairly basic as well, as the more experienced programmers will tell you after looking at the above :-) This code seems to work for me, however I plan on making a few mods today to clean things up a little. Firstly, the ticket gets re-opened, but it is not assigned to anyone. I need to work out how to assign it back to the person who closed it. Secondly, I'll be changing the mandatory_fields list to a hash, as since I wrote this I learned that it's much faster and more efficient to look for keys of a hash than to loop around a list like I'm doing above - see http://faq.perl.org/perlfaq4.html#How_can_I_tell_wheth I hope this helps! Regards, Ian. From KFCrocker at lbl.gov Wed Nov 21 17:12:29 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 21 Nov 2007 14:12:29 -0800 Subject: [rt-users] Grouping Custom Fields In-Reply-To: <1d23e4c60711211402k58f85ddg9f09481f622a415d@mail.gmail.com> References: <1d23e4c60711201855v26c0c836k89827e2e92c6312e@mail.gmail.com> <47446F7E.6060202@lbl.gov> <1d23e4c60711211402k58f85ddg9f09481f622a415d@mail.gmail.com> Message-ID: <4744AD4D.80504@lbl.gov> Ian, Thanks. I'll use it. Kenn LBNL On 11/21/2007 2:02 PM, Ian Petts wrote: > Hi Kenn, > >> I don't have an answer for you, but YOU have one for me. You mentioned >> a scrip that allows "RT to re-open a ticket" if certain fields/values >> meet a condition. I have need of just such a scrip. > > The scrip(s) I based mine off were found here: > http://www.gossamer-threads.com/lists/rt/users/66169?search_string=sean.edge;#66169 > > The scrip I ended up with is: > > ===== 8< ===== > # Enable for Testing: > #exit 1 unless ($self->TransactionObj->CreatorObj->Name eq "ian"); > > use constant FALSE => 0; > use constant TRUE => 1; > > my @mandatory_fields = ('Procedures Updated', 'Network Diagrams Updated', > 'Monitoring Enabled'); > > my $comment = "Please ensure all compulsory fields are completed."; > my $ok = TRUE; > > foreach my $field (@mandatory_fields) { > $ok = FALSE unless (defined $self->TicketObj->FirstCustomFieldValue($field)); > } > > unless ($ok) { > my ($id, $msg) = $self->TicketObj->SetStatus("open"); > $self->TicketObj->Comment(Content => $comment); > } > > return 1; > ===== >8 ===== > >> Being a 'PERL' novice, I try to gather as many scrips that are models of various >> conditions/actions as I can for reference as I build my own. > > I can sympathize. My perl is fairly basic as well, as the more > experienced programmers will tell you after looking at the above :-) > > This code seems to work for me, however I plan on making a few mods > today to clean things up a little. Firstly, the ticket gets re-opened, > but it is not assigned to anyone. I need to work out how to assign it > back to the person who closed it. Secondly, I'll be changing the > mandatory_fields list to a hash, as since I wrote this I learned that > it's much faster and more efficient to look for keys of a hash than to > loop around a list like I'm doing above - see > http://faq.perl.org/perlfaq4.html#How_can_I_tell_wheth > > I hope this helps! > > Regards, > Ian. > From wouter.van.den.bergh at nl.easynet.net Wed Nov 21 08:28:43 2007 From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh) Date: Wed, 21 Nov 2007 14:28:43 +0100 Subject: [rt-users] RE: SLA timers? Message-ID: Hi, I would like to add extra ticket status options besides new, open, stalled, closed, resolved etc. I've been searching the net on how to do this, but I cannot find any ware on how to do this. Can any one push me in the right direction? Cheers, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 CSC at nl.easynet.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Thu Nov 22 03:06:29 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 22 Nov 2007 09:06:29 +0100 Subject: [rt-users] SLA timers? In-Reply-To: References: Message-ID: <47453885.2080707@mococo.nl> Wouter van den Bergh wrote: > Hi, > > > > I am wondering is its possible to create an SLA with for example 8 > hours, and that when some one creates a ticket, they select the SLA, and > a timer go?s running with that ticket that shows how much time is left > on working on the ticket. Is this possible in RT, and if yes, is there > some documentation on this I can read about? > I read all posts on this thread and it looks like you're looking at a variable amount of Queues and SLA's combined together. One way of solving this might involve scrips and customfields maybe together with the RT extension Assets. We use something like the above to administer how much hours are spend on task for clients and how much hours the have bought in advance. Hours booked on a ticket are automatically subtracted from an asset and through the use of customfields of that assets it will fire/set additional customfields, create tickets. Joop PS: to Wouter, If you need to talk to someone in Dutch, ;-) , about it, feel free to contact me From JoopvandeWege at mococo.nl Thu Nov 22 03:08:47 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 22 Nov 2007 09:08:47 +0100 Subject: [rt-users] RE: SLA timers? In-Reply-To: References: Message-ID: <4745390F.3050609@mococo.nl> Wouter van den Bergh wrote: > Hi, > > I would like to add extra ticket status options besides new, open, > stalled, closed, resolved etc. > I?ve been searching the net on how to do this, but I cannot find any > ware on how to do this. > > Can any one push me in the right direction? These can be added throught RT_SiteConfig.pm for directions see below or RT_Config.pm === # {{{ Miscellaneous RT Settings # You can define new statuses and even reorder existing statuses here. # WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT # will break horribly. The statuses you add must be no longer than # 10 characters. @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; === Joop From dfj at thermeon.com Thu Nov 22 07:15:36 2007 From: dfj at thermeon.com (Daniel Jennings) Date: Thu, 22 Nov 2007 12:15:36 -0000 Subject: [rt-users] Merged tickets very slow In-Reply-To: <4745390F.3050609@mococo.nl> References: <4745390F.3050609@mococo.nl> Message-ID: <84167F936C6B426081A1408BD68FD33C@VistaPC> Hi, We have an issue with merged tickets taking a very long time to load, up to 30 seconds. The sub TicketOverloay::Load is called a lot, logging 6000 lines of 'found merged ticket'. Is this just how it works or is there a problem here? - Dan From wouter.van.den.bergh at nl.easynet.net Thu Nov 22 08:07:00 2007 From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh) Date: Thu, 22 Nov 2007 14:07:00 +0100 Subject: [rt-users] SLA timers? In-Reply-To: <589c94400711211215h6d59c530se5ec4cecdd3ea592@mail.gmail.com> Message-ID: Hi, Perhaps a somewhat odd question, but were is your public repository located? Cheers, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 CSC at nl.easynet.net -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: woensdag 21 november 2007 21:16 To: Wouter van den Bergh Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] SLA timers? There is RT-Extension-SLA in our public repository. It's almost ready for production, but havn't got much testing, yet. It has pretty good documentation. On Nov 21, 2007 2:10 PM, Wouter van den Bergh wrote: > > > > > Hi, > > > > I am wondering is its possible to create an SLA with for example 8 hours, > and that when some one creates a ticket, they select the SLA, and a timer > go's running with that ticket that shows how much time is left on working on > the ticket. Is this possible in RT, and if yes, is there some documentation > on this I can read about? > > > > Cheers, > > > > Met vriendelijke groet, > > > > Wouter van den Bergh, Customer Support Engineer 2nd Line > > Easynet Nederland B.V., http://www.easynet.nl > > Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: > +31 (0)20 798 98 05 > > > > CSC at nl.easynet.net > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From asraikhn at gmail.com Thu Nov 22 09:55:21 2007 From: asraikhn at gmail.com (Asrai khn) Date: Thu, 22 Nov 2007 19:55:21 +0500 Subject: [rt-users] take and resolve actions via email Message-ID: <5f0f8dba0711220655l2675050cp437cf7d279594113@mail.gmail.com> while reading RT3 FAQs found that ... A2: RT 3.5 has support for take and resolve actions in rt-mailgate script, you can use them, but you should enable them in config. Wondering what to change in RT_SiteConfig.pm and can someone give me an examples of how to 'take' 'resolve' tickets via email, I know how to open new tickets in specific queue using mail. Thanks. Askar From weser at osp-dd.de Thu Nov 22 10:34:12 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Thu, 22 Nov 2007 16:34:12 +0100 Subject: [rt-users] RE: SLA timers? - custom ticket status In-Reply-To: References: Message-ID: <4745A174.4020907@osp-dd.de> Hi Wouter, since there was no answer to it yet: Have a look at http://wiki.bestpractical.com/view/CustomStatuses. My boss didn't like the idea of a custom field including additional ticket statuses so I added some to the default ones. I also modified RT to show tickets with those custom statuses in "RT at a glance" since by default there are only tickets with statuses new and open shown by RT. Unfortunately I'm very busy with other tasks right now but when I have the time I will add a short tutorial to our internal knowledge base and will also publish it in the wiki about that since I haven't seen anything like that there yet. Best, Ben Wouter van den Bergh schrieb: > > Hi, > > I would like to add extra ticket status options besides new, open, > stalled, closed, resolved etc. > > I?ve been searching the net on how to do this, but I cannot find any > ware on how to do this. > > Can any one push me in the right direction? > > Cheers, > > Met vriendelijke groet, > > > > Wouter van den Bergh, Customer Support Engineer 2nd Line > > Easynet Nederland B.V., http://www.easynet.nl > > Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, > Fax: +31 (0)20 798 98 05 > > > > CSC at nl.easynet.net > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From paul at nesbit.net Thu Nov 22 17:21:02 2007 From: paul at nesbit.net (Paul Nesbit) Date: Thu, 22 Nov 2007 17:21:02 -0500 Subject: [rt-users] How do I include custom fields in resolve ticket page? Message-ID: Hi, I'd like to include a queue's custom fields in the resolve ticket page, so that fields can be set at time of resolution. How is this done? Thanks, Paul -- paul at nesbit.net | 416.642.6920 -------------- next part -------------- An HTML attachment was scrubbed... URL: From wouter.van.den.bergh at nl.easynet.net Fri Nov 23 10:26:29 2007 From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh) Date: Fri, 23 Nov 2007 16:26:29 +0100 Subject: [rt-users] High CPU load Message-ID: Hiya, I'm seeing some weird behavior on the new RT server. For some reason the mason_handler.f process is constantly taking up around 99% CPU load, without 1 user active. If I give the http server a reboot, the CPU load drops again to 0. If I do a couple of actions in RT suddenly the CPU load jumps up again to 99 and stay's there. Any clue what could be causing this? Regards, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 CSC at nl.easynet.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Nov 23 11:53:55 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 23 Nov 2007 11:53:55 -0500 Subject: [rt-users] RSS Feed Permissions/Authentication problem (Repost) In-Reply-To: <2100343CC6E60840AE5A814BA8A09CE0023AD67D@jetex001.int.cancom.de> References: <2100343CC6E60840AE5A814BA8A09CE0023AD67D@jetex001.int.cancom.de> Message-ID: <20071123165355.GW12099@bestpractical.com> On Wed, Nov 21, 2007 at 08:48:11AM +0100, Torben Nehmer wrote: > Hi there, > > >> does anybody have any idea here, would it be possible to move the > >> RSS streams to HTTP Basic Authentication? > > > > In advance, I apologize for not having tested this myself with RT. The > > following is just wild guessing but it's probably the way I'd try to > > go if I had to (and I actually do so in other frameworks): > > > > You could try to retrieve the RSS data "off-line" by means of some > > command-line tool. Then let your WWW server do the authentication. > > I am using a method called screen scraping by means of Perl's > > WWW::Mechanize. WWW::Mechanize is old but still does a good job. > > http://www.google.com/search?q=WWW%3A%3AMechanize+Screen+scraping > > This is an interesting idea, I will think about this. > > Nevertheless I would prefer it, if RT would support HTTP Basic Auth for RSS Feeds out of the box, it shouldn't be that hard to implement (if one knows RT and Perl that is ;-)). Actually, Apache prevents CGI/FastCGI scripts from doing their own HTTP Basic Auth. To enable it, you need to recompile apache. (It's not at all configurable.) We did this for RT 1.0 and I vowed never again ;) -j From jesse at bestpractical.com Fri Nov 23 11:54:38 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 23 Nov 2007 11:54:38 -0500 Subject: [rt-users] Merged tickets very slow In-Reply-To: <84167F936C6B426081A1408BD68FD33C@VistaPC> References: <4745390F.3050609@mococo.nl> <84167F936C6B426081A1408BD68FD33C@VistaPC> Message-ID: <20071123165437.GX12099@bestpractical.com> On Thu, Nov 22, 2007 at 12:15:36PM -0000, Daniel Jennings wrote: > Hi, > > We have an issue with merged tickets taking a very long time to load, up to > 30 seconds. The sub TicketOverloay::Load is called a lot, logging 6000 lines > of 'found merged ticket'. > > Is this just how it works or is there a problem here? That sounds like a problem. I haven't seen that before. From jesse at bestpractical.com Fri Nov 23 12:01:34 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 23 Nov 2007 12:01:34 -0500 Subject: [rt-users] High CPU load In-Reply-To: References: Message-ID: <20071123170134.GZ12099@bestpractical.com> On Fri, Nov 23, 2007 at 04:26:29PM +0100, Wouter van den Bergh wrote: > Hiya, > > > > I'm seeing some weird behavior on the new RT server. > > > > For some reason the mason_handler.f process is constantly taking up > around 99% CPU load, without 1 user active. > > > > If I give the http server a reboot, the CPU load drops again to 0. If I > do a couple of actions in RT suddenly the CPU load jumps up again to 99 > and stay's there. > > > > Any clue what could be causing this? > Nope. I'd look to see if it's doing database queries or not, whether it's swapping, and then possibly strace the process to see what's being slow. > > Regards, > > > > Met vriendelijke groet, > > > > Wouter van den Bergh, Customer Support Engineer 2nd Line > > Easynet Nederland B.V., http://www.easynet.nl > > Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, > Fax: +31 (0)20 798 98 05 > > > > CSC at nl.easynet.net > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From ruz at bestpractical.com Fri Nov 23 20:33:38 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 24 Nov 2007 04:33:38 +0300 Subject: R: [rt-users] Chart grouped by customfield In-Reply-To: <470E82B3.8030006@mococo.nl> References: <20071010155836.GJ14334@easter-eggs.com> <470D1066.3050603@mococo.nl> <589c94400710101944y5dbfe973u90b129744da98c12@mail.gmail.com> <20071011065059.GB1618@easter-eggs.com> <589c94400710111211g1157acamdc4dcbd8f0658f5f@mail.gmail.com> <470E82B3.8030006@mococo.nl> Message-ID: <589c94400711231733u13f40e6u3ddfaef8fa7a5d3b@mail.gmail.com> The patch is in DBIx::SearchBuilder 1.50 which on its way to the CPAN. It will be available from mirrors soon. On Oct 11, 2007 11:08 PM, Joop van de Wege wrote: > > Ruslan Zakirov wrote: > > On 10/11/07, Emmanuel Lacour wrote: > >> On Thu, Oct 11, 2007 at 06:44:04AM +0400, Ruslan Zakirov wrote: > >>> It's an experimental and untested patch that may help. > >>> > >> It helps, and works here :)) > >> > >> Thanks you very much! > > > > That's cool, let it spin for several days... And may be during next > > week we'll release new version of SB. > > > > Joop, any comments? > Haven't had time to try the patch on our test instance and don't know > when I will. Might be somewhere next week. > The patch looks clean to me and if that statement that worked is the > result of this patch then it looks certainly OK. > > Joop > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From boris.lytochkin at e-port.ru Sat Nov 24 04:04:47 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Sat, 24 Nov 2007 12:04:47 +0300 Subject: [rt-users] Merged tickets very slow In-Reply-To: <20071123170015.74F534D82BB@diesel.bestpractical.com> References: <20071123170015.74F534D82BB@diesel.bestpractical.com> Message-ID: <139586568.20071124120447@e-port.ru> I have seen them a lot too, even created small patch to mute them away: >grep -i merged /rt/etc/RT_SiteConfig.pm Set($MuteWeFoundMergedTicket, "1"); >> Hi, >> >> We have an issue with merged tickets taking a very long time to load, up to >> 30 seconds. The sub TicketOverloay::Load is called a lot, logging 6000 lines >> of 'found merged ticket'. >> >> Is this just how it works or is there a problem here? > > That sounds like a problem. I haven't seen that before. _____________ Boris Lytochkin, JSC e-port, Moscow From todd at chaka.net Sun Nov 25 16:57:15 2007 From: todd at chaka.net (Todd Chapman) Date: Sun, 25 Nov 2007 16:57:15 -0500 Subject: [rt-users] How do I include custom fields in resolve ticket page? In-Reply-To: References: Message-ID: <519782dc0711251357w6b7c77f4i8bd15869e8f3a3e8@mail.gmail.com> Paul, You have to add: <& Elements/EditCustomFields, TicketObj => $TicketObj &> somewhere on the Ticket/Update.html page. -Todd On 11/22/07, Paul Nesbit wrote: > > > Hi, > > I'd like to include a queue's custom fields in the resolve ticket page, so > that fields can be set at time of resolution. How is this done? > > Thanks, > > Paul > > -- > paul at nesbit.net | 416.642.6920 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From wouter.van.den.bergh at nl.easynet.net Thu Nov 22 08:15:09 2007 From: wouter.van.den.bergh at nl.easynet.net (Wouter van den Bergh) Date: Thu, 22 Nov 2007 14:15:09 +0100 Subject: [rt-users] RE: SLA timers? In-Reply-To: <4745390F.3050609@mococo.nl> Message-ID: That worked like a charm! Thanks a lot! Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 CSC at nl.easynet.net -----Original Message----- From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: donderdag 22 november 2007 9:09 To: Wouter van den Bergh Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: SLA timers? Wouter van den Bergh wrote: > Hi, > > I would like to add extra ticket status options besides new, open, > stalled, closed, resolved etc. > I've been searching the net on how to do this, but I cannot find any > ware on how to do this. > > Can any one push me in the right direction? These can be added throught RT_SiteConfig.pm for directions see below or RT_Config.pm === # {{{ Miscellaneous RT Settings # You can define new statuses and even reorder existing statuses here. # WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT # will break horribly. The statuses you add must be no longer than # 10 characters. @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; === Joop From rainer at ultra-secure.de Sun Nov 25 21:16:02 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 26 Nov 2007 03:16:02 +0100 Subject: [rt-users] Is there a way to forward the content of a mail (part of ticket) and create a new ticket at the same time? Message-ID: <2B47EFEA-6CB3-46AA-AC55-99709C948EDA@ultra-secure.de> Hi, we often get abuse-reports, that we have to CC to the reseller (or write a summary ourselves). I'd like to be able to - forward the original abuse-report to the reseller - make this forwarded email a new ticket, with the reseller as requestor - possibly link those to tickets Is there an easy way to do that? cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE rainer at ultra-secure.de From torben.nehmer at cancom.de Mon Nov 26 02:46:15 2007 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Mon, 26 Nov 2007 08:46:15 +0100 Subject: AW: [rt-users] RSS Feed Permissions/Authentication problem (Repost) In-Reply-To: <20071123165355.GW12099@bestpractical.com> References: <2100343CC6E60840AE5A814BA8A09CE0023AD67D@jetex001.int.cancom.de> <20071123165355.GW12099@bestpractical.com> Message-ID: <2100343CC6E60840AE5A814BA8A09CE002463AE7@jetex001.int.cancom.de> Hi Jesse, > Actually, Apache prevents CGI/FastCGI scripts from doing their > own HTTP Basic Auth. To enable it, you need to recompile apache. > (It's not at all configurable.) We did this for RT 1.0 and I > vowed never again ;) Ah great, I can understand that. Could Apache itself authenticate against RT so that the scripts could pick up the credencials from Apache? Greetings, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! From dfj at thermeon.com Mon Nov 26 03:52:16 2007 From: dfj at thermeon.com (Daniel Jennings) Date: Mon, 26 Nov 2007 08:52:16 -0000 Subject: [rt-users] Merged tickets very slow Message-ID: <3AFD20617C0243AF986F5B02DB27EAAF@VistaPC> The issue isn't really the output, its the 30 to 40 seconds it takes to load the ticket. I guess though it maybe nice not to see it fill up the log all the itme. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris Lytochkin Sent: 24 November 2007 09:05 To: rt-users-request at lists.bestpractical.com Subject: Re: [rt-users] Merged tickets very slow I have seen them a lot too, even created small patch to mute them away: >grep -i merged /rt/etc/RT_SiteConfig.pm Set($MuteWeFoundMergedTicket, "1"); >> Hi, >> >> We have an issue with merged tickets taking a very long time to load, >> up to 30 seconds. The sub TicketOverloay::Load is called a lot, >> logging 6000 lines of 'found merged ticket'. >> >> Is this just how it works or is there a problem here? > > That sounds like a problem. I haven't seen that before. _____________ Boris Lytochkin, JSC e-port, Moscow _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From elacour at easter-eggs.com Mon Nov 26 03:57:18 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 26 Nov 2007 09:57:18 +0100 Subject: R: [rt-users] Chart grouped by customfield In-Reply-To: <589c94400711231733u13f40e6u3ddfaef8fa7a5d3b@mail.gmail.com> References: <20071010155836.GJ14334@easter-eggs.com> <470D1066.3050603@mococo.nl> <589c94400710101944y5dbfe973u90b129744da98c12@mail.gmail.com> <20071011065059.GB1618@easter-eggs.com> <589c94400710111211g1157acamdc4dcbd8f0658f5f@mail.gmail.com> <470E82B3.8030006@mococo.nl> <589c94400711231733u13f40e6u3ddfaef8fa7a5d3b@mail.gmail.com> Message-ID: <20071126085718.GA2862@easter-eggs.com> On Sat, Nov 24, 2007 at 04:33:38AM +0300, Ruslan Zakirov wrote: > The patch is in DBIx::SearchBuilder 1.50 which on its way to the CPAN. > It will be available from mirrors soon. > Great, no problem here with this patch. -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From theillien at yahoo.com Mon Nov 26 06:51:03 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 26 Nov 2007 06:51:03 -0500 Subject: [rt-users] Scrip condition input request Message-ID: <474AB327.2050406@yahoo.com> I have a global scrip which applies to all of our queues. It basically forces the status of a ticket to 'new' when it is moved to a different queue. For the most part this works well. However, I have a group which has "ownership" of two queues. One is our triage queue and the other is a queue for operational support. Sometimes, a person will take ownership of a ticket prior to moving it from triage. If this happens, it makes setting the status back to new moot since the original owner will likely retain ownership and continue working on the ticket. With that in mind I'm trying to devise a condition which will check if the new queue is the ops support queue and if the current owner is a: not Nobody and b: has the right to own a ticket in the ops support queue. Currently, the condition for this scrip is 'On Queue Change'. In order to enact these other conditions, will I have to use a custom condition and incorporate the functionality of 'On Queue Change' or can I add the conditions to the Custom action preparation code field and use it as an additional check? Or, can I simply use an 'unless' conditional in the Custom action cleanup code field? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From Ulrike.Lindemann at desy.de Mon Nov 26 06:36:56 2007 From: Ulrike.Lindemann at desy.de (Ulrike Lindemann) Date: Mon, 26 Nov 2007 12:36:56 +0100 Subject: [rt-users] RTFM: features of integration to RT missing Message-ID: <474AAFD8.1020408@desy.de> Hi everyone, I just tested RTFM 2.2.1.0 on RT 3.6.5 and I'm very happy, that the search in the custom fields of an article works fine now! Thanks! But I found some bugs resp. we miss some features, that have been introduced in one of the previous versions (don't know in which version exactly). 1. Links between ticket and article If you use an RTFM article to answer a ticket in the RT, it is very useful to have an (automatically generated) link between the ticket and the article. This link is set using "Search for RTFM articles matching". Unfortunately it will not be set automatically by using "Include RTFM article" in the Reply Mask of the ticket. 2. clickable Links on searched article in the tickets reply mask If you reply on a ticket and search via the field "Search for RTFM articles matching", you get the matching articles, but the given article names/summaries are not hyperlinks, so you can't easily view the full information of the article to decide which one is the best for anwering. (And if you click on "Go" to paste the content in the reply-field, you paste only the configurated data of an article which may be not sufficient to decide). 3. Error caused by setting links to non-existing tickets If you try to create an link in an article via "refers to" and the given ticketnumber isn't valid you get the error below whenever you try to view the article Any hints and experiences are welcome! Best regards from Hamburg, Ulrike System error error: Can't call method "IsLocal" on an undefined value at /opt/rt3/lib/RT/URI.pm line 247. context: ... 243: =cut 244: 245: sub IsLocal { 246: my $self = shift; 247: return $self->Resolver->IsLocal; 248: } 249: 250: 251: # }}} ... code stack: /opt/rt3/lib/RT/URI.pm:247 /opt/rt3/lib/RT/Links_Overlay.pm:159 /opt/rt3/share/html/RTFM/Article/Elements/ShowLinks:24 /opt/rt3/share/html/RTFM/Article/Display.html:30 /opt/rt3/share/html/autohandler:292 raw error Can't call method "IsLocal" on an undefined value at /opt/rt3/lib/RT/URI.pm line 247. Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "IsLocal" on an undefined value at /opt/rt3/lib/RT/URI.pm line 247.^J') called at /opt/rt3/lib/RT/URI.pm line 247 RT::URI::IsLocal('RT::URI=HASH(0xb4b11f8)') called at /opt/rt3/lib/RT/Links_Overlay.pm line 159 RT::Links::Next('RT::Links=HASH(0xb077798)') called at /opt/rt3/share/html/RTFM/Article/Elements/ShowLinks line 24 HTML::Mason::Commands::__ANON__('article', 'RT::FM::Article=HASH(0xb4aaee8)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased =HASH(0xadd0934)', 'article', 'RT::FM::Article=HASH(0xb4aaee8)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, 'article', 'RT::FM::Article=HASH(0xb4aaee8)') called at /opt/rt3/share/html/RTFM/Article/Display.html line 30 HTML::Mason::Commands::__ANON__('id', 52) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased =HASH(0xab647d8)', 'id', 52) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, undef, 'id', 52) called at /opt/rt3/share/html/autohandler line 292 HTML::Mason::Commands::__ANON__('id', 52) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased =HASH(0xa9766ac)', 'id', 52) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, undef, 'id', 52) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandle r=HASH(0xb2ffde0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Reques t::ApacheHandler=HASH(0xb2ffde0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::Apach eHandler=HASH(0x9df69ac)', 'Apache2::RequestRec=SCALAR(0xb403158)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb403158)') called at -e line 0 eval {...} at -e line 0 From SIrshad at LMKR.COM Mon Nov 26 07:18:47 2007 From: SIrshad at LMKR.COM (Sidra Irshad) Date: Mon, 26 Nov 2007 17:18:47 +0500 Subject: [rt-users] RTFM - Missing Content Field in Article Message-ID: Hi, Just installed and configures RTFM 2.2.1 The problem I am facing is that while creating/editing an Article i get to see heading "Content", whereas there is no text area to fill the content in. By the way this installation is a bare install and I haven't customised any of the pages yet. Please help! Thanks & Regards, Sidra Irshad Infrastructure Engineer (NOC) -------------- next part -------------- An HTML attachment was scrubbed... URL: From nikita.gubenko at gmail.com Mon Nov 26 09:18:46 2007 From: nikita.gubenko at gmail.com (Nikita Gubenko) Date: Mon, 26 Nov 2007 16:18:46 +0200 Subject: [rt-users] corrupted attaches Message-ID: <5b2ecc4a0711260618i60cbe2d9ncfb410586407eb09@mail.gmail.com> Hello I encountered a problem with attachments. They all are corrupted, except txt files When I receive a letter with rar archive, i can open this rar but there is no files in it. Docs (*.doc) are also blank. In rt faq: Q: My attachments are corrupted? A: In most cases it's perl/UTF bug. Update minimum to perl5.8.3 or greater and rt3.0.8 or greater. Also don't forget to look in the mailing list archives for more info. I have perl v5.8.8. So, how can I solve this problem? Thank You -- Best Regards, Nikita Gubenko -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeanmichel.cazaux at eckoh.fr Mon Nov 26 10:04:20 2007 From: jeanmichel.cazaux at eckoh.fr (Jean-Michel Cazaux) Date: Mon, 26 Nov 2007 15:04:20 -0000 Subject: [rt-users] Comments to AdminCC even if they are Requestors Message-ID: Hi all, This forum has been a very useful source of knowledge and information in our quest to extend RT usage in our organisation, but we are now hitting another roadblock (hopefully one of the last). Due to our organisation, it can happen that a member of the support team (that are adminCC of the support queue) is as well the requestor of a ticket (because they "stand in" for the client). The issue is that in this case, the comment are not sent to this person. It seems that the fact they are a requestor supersedes the fact that they are adminCC of the queue and they do not receive comments. They then lose track of the "life" of the ticket (I know, they can still access the web and watch, but the beauty of email notification is all gone). I have tried to scan the code, but must admit I have not been able to identify where "this" happens (the build of recipient list). Some hints would be GREATLY appreciated. I have tried to search into the archives of the mailing list but I have found nothing related (I have found the "opposite" problem though) and I have found nothing on the wiki either. Many thanks in advance. -- Jean-Michel Cazaux Head of Technology Eckoh UK Limited Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN T 08701 107129 F 08701 107107 M n/a W www.eckoh.com Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007 Winner, Innovation of the Year Award, Transport Innovations 2007 This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company. Registered in England and Wales, No. 2796531 Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN A member of the Eckoh Plc group of companies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From nikita.gubenko at gmail.com Mon Nov 26 10:34:35 2007 From: nikita.gubenko at gmail.com (Nikita Gubenko) Date: Mon, 26 Nov 2007 17:34:35 +0200 Subject: [rt-users] Re: corrupted attaches In-Reply-To: <5b2ecc4a0711260618i60cbe2d9ncfb410586407eb09@mail.gmail.com> References: <5b2ecc4a0711260618i60cbe2d9ncfb410586407eb09@mail.gmail.com> Message-ID: <5b2ecc4a0711260734h53233494n52e8c0f0f5ac8d55@mail.gmail.com> 2007/11/26, Nikita Gubenko : > > Hello > I encountered a problem with attachments. They all are corrupted, except > txt files > When I receive a letter with rar archive, i can open this rar but there is > no files in it. Docs (*.doc) are also blank. > > In rt faq: > > Q: My attachments are corrupted? > A: In most cases it's perl/UTF bug. Update minimum to perl5.8.3 or greater > and rt3.0.8 or greater. Also don't forget to look in the mailing list > archives for more info. > I have perl v5.8.8. > > So, how can I solve this problem? Thank You > Problem fixed by ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; -- Best Regards, Nikita Gubenko -------------- next part -------------- An HTML attachment was scrubbed... URL: From mwestfall at factory7.com Mon Nov 26 10:41:31 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Mon, 26 Nov 2007 10:41:31 -0500 Subject: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... (Repost for the 15th time) In-Reply-To: <6.2.1.2.2.20071121103810.02728a38@mail.sdsu.edu> References: <47436CB4.9080902@factory7.com> <6.2.1.2.2.20071121103810.02728a38@mail.sdsu.edu> Message-ID: <474AE92B.50105@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 That still doesn't work :( Gene LeDuc wrote: > Hi Matt, > > There's an error here: > >> return 0 unless $self->TransactionObj->Type eq "Resolved"; > > Use > $self->TransactionObj->Type eq "Status" && > $self->TransactionObj->NewValue eq "resolved" > > Regards, > Gene > > At 03:24 PM 11/20/2007, Matt Westfall wrote: > OK, I am getting ever so closer to getting this to work. > > I have two Custom Fields: Billable and Followup. > > I want to create a followup ticket if Followup is Yes. > I want to create an invoice ticket if Billable is Yes/Covered/or/Gratis > > Here is my Billable scrip code: > > Condition User Defined > Action Create Tickets > Template Global Template Create-Invoice > > return 0 unless $self->TransactionObj->Type eq "Resolved"; > return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ > /Yes/i; > return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ > /Covered/i; > return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ > /Gratis/i; > $RT::Logger->debug("Scrip running"); > 1; > > and the Billable Template: > > ===Create-Ticket: generate-invoice > Queue: Accounting > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: Please generate an invoice for this customer. > Billable was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} > > Billable hours was set to: > {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} > Please refer to previous ticket for more information. > ENDOFCONTENT > > For Followup: > > Condition User Defined > Action Create Ticket > Template Global Template Generate-Followup > > ===Create-Ticket: generate-followup > Queue: Customer Service > Subject: Invoice: { $Tickets{'TOP'} -> Subject() } > Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } > RefersTo: {$Tickets{'TOP'}->Id() } > Content: A follow up was requested on this ticket. Please refer to > previous ticket for more information. > ENDOFCONTENT > > > When I resolve a ticket which has Yes in both fields, there are various > entries in the /var/log/messages, but none of them refer to scrip 22 > or 23. > > - From the RT_Config.pm debug messages should go to syslog or > /var/log/messages, but nothing is mentioned there. > > I would greatly appreciate any help in finally nailing this down. > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHSukqb/8X6V5MpAURAujMAKDcyBVfftRVoPyCemLvuat04UQ7UACcDF+t amFBvex8GCcftuaueRfUcJU= =wVAv -----END PGP SIGNATURE----- From todd at chaka.net Mon Nov 26 10:51:39 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 26 Nov 2007 10:51:39 -0500 Subject: [rt-users] Scrip condition input request In-Reply-To: <474AB327.2050406@yahoo.com> References: <474AB327.2050406@yahoo.com> Message-ID: <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> Matt, You can either use a custom condition or use a conditional in your cleanup code. -Todd On 11/26/07, Mathew Snyder wrote: > I have a global scrip which applies to all of our queues. It basically forces > the status of a ticket to 'new' when it is moved to a different queue. For the > most part this works well. However, I have a group which has "ownership" of two > queues. One is our triage queue and the other is a queue for operational support. > > Sometimes, a person will take ownership of a ticket prior to moving it from > triage. If this happens, it makes setting the status back to new moot since the > original owner will likely retain ownership and continue working on the ticket. > > With that in mind I'm trying to devise a condition which will check if the new > queue is the ops support queue and if the current owner is a: not Nobody and b: > has the right to own a ticket in the ops support queue. Currently, the > condition for this scrip is 'On Queue Change'. In order to enact these other > conditions, will I have to use a custom condition and incorporate the > functionality of 'On Queue Change' or can I add the conditions to the Custom > action preparation code field and use it as an additional check? > > Or, can I simply use an 'unless' conditional in the Custom action cleanup code > field? > > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Mon Nov 26 10:54:20 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 26 Nov 2007 10:54:20 -0500 Subject: [rt-users] RTFM - Missing Content Field in Article In-Reply-To: References: Message-ID: <20071126155419.GC12099@bestpractical.com> On Mon, Nov 26, 2007 at 05:18:47PM +0500, Sidra Irshad wrote: > Hi, > Just installed and configures RTFM 2.2.1 > The problem I am facing is that while creating/editing an Article i get to > see heading "Content", whereas there is no text area to fill the content > in. By the way this installation is a bare install and I haven't > customised any of the pages yet. Sidra, "Content" is a heading for custom fields. You need to create custom fields for your content. > Please help! > > Thanks & Regards, > Sidra Irshad > Infrastructure Engineer (NOC) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From G.E.Fowler at lboro.ac.uk Mon Nov 26 11:20:00 2007 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Mon, 26 Nov 2007 16:20:00 +0000 Subject: [rt-users] Load Balancing & High Availability Message-ID: <474AF230.7070203@lboro.ac.uk> Hi all Is anyone using RT in a load-balanced/HA environment? By that I mean with more than one server running the application itself for failover purposes. TIA Graeme From m.d.chappell at bath.ac.uk Mon Nov 26 10:58:25 2007 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Mon, 26 Nov 2007 15:58:25 +0000 Subject: [rt-users] RT Scalability Message-ID: <474AED21.8000900@bath.ac.uk> We use RT for a significant chunk of the admissions, enquiries and support queries. We now have over 1/3 of a million tickets, 300 queues and 600 privileged users (not to mention a whole batch of users as the result of spam). We've been running this off a dual Xeon box running MySQL (with a mysql slave backup server that can be swapped in at short notice), but as you might imagine, with that many users (a significant chunk of which use the web interface) it's been getting a little slow of late. So we started looking at clustering options. On the database side, MySQL cluster seems to insist on holding the entire database in memory, which with a 10 Gig and growing database just isn't feasible. Oracle is just a little bit too much black magic and our DBAs seem a little reticent to play the clustering game. So I started playing with PGCluster, and I now have a load balanced setup in the final stages of testing prior to deployment. For the web side, Apache combined with Cisco switch SLB has worked a treat. I'm pretty impressed with just how well RT has scaled, however, I'm curious as to how many other people have tried pushing RT this far. Has anybody looked into the possibility of "archiving" parts of the RT database, leaving only a stub with no attachments content? Mark -- With sufficient thrust, pigs fly just fine. However, this is not necessarily a good idea. It is hard to be sure where they are going to land, and it could be dangerous sitting under them as they fly overhead. -- RFC 1925 From jesse at bestpractical.com Mon Nov 26 11:28:05 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 26 Nov 2007 11:28:05 -0500 Subject: [rt-users] RT Scalability In-Reply-To: <474AED21.8000900@bath.ac.uk> References: <474AED21.8000900@bath.ac.uk> Message-ID: <20071126162805.GD12099@bestpractical.com> On Mon, Nov 26, 2007 at 03:58:25PM +0000, Mark Chappell wrote: > We use RT for a significant chunk of the admissions, enquiries and > support queries. We now have over 1/3 of a million tickets, 300 queues > and 600 privileged users (not to mention a whole batch of users as the > result of spam). While "big", that's by no means "huge" for MySQL. > > We've been running this off a dual Xeon box running MySQL (with a mysql > slave backup server that can be swapped in at short notice), but as you > might imagine, with that many users (a significant chunk of which use > the web interface) it's been getting a little slow of late. Can you talk about what you've done to tune your MySQL server? MySQL performance tuning can take you a lot larger than you're currently at. Having enough RAM and _using_ it are both important for keeping mysql purring. > I'm pretty impressed with just how well RT has scaled, however, I'm > curious as to how many other people have tried pushing RT this far. I know of a VOIP provider with (a locally hacked and improved) RT with 16 million tickets in it, a social network with six million tickets in their RT (though I haven't ever _talked_ to them about it. just reported bugs in their site ;) and at least one company running a very stock RT 3.4+ a few custom mysql indexes with well over a million tickets and pretty impressive performance. -jesse From gleduc at mail.sdsu.edu Mon Nov 26 11:28:58 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 26 Nov 2007 08:28:58 -0800 Subject: [rt-users] take and resolve actions via email In-Reply-To: <5f0f8dba0711220655l2675050cp437cf7d279594113@mail.gmail.co m> References: <5f0f8dba0711220655l2675050cp437cf7d279594113@mail.gmail.com> Message-ID: <6.2.1.2.2.20071126081838.0273b5d0@mail.sdsu.edu> Hi Askar, This doesn't answer your question about special features, but it does tell you a way to do what you want to do. I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When someone opens a ticket, I send out 2 e-mails. The first goes to the user who opened it - they get login credentials so they can look at the ticket. The second goes to the AdminCc list for the queue to notify them that there's a new ticket in the queue. If a reply comes in for that ticket, and the sender is one of the AdminCc, and the first line of the e-mail is "Ok", then my scrip sets the ticket owner to the person who sent the message and the status to resolved. Otherwise the message just gets attached to the ticket. It would be simple to modify a scrip like that to do a "take" as well. If you're interested in following this trail, let me know. Regards, Gene At 06:55 AM 11/22/2007, Asrai khn wrote: >while reading RT3 FAQs found that ... > >A2: RT 3.5 has support for take and resolve actions in rt-mailgate >script, you can use them, but you should enable them in config. > >Wondering what to change in RT_SiteConfig.pm and can someone give me >an examples of how to 'take' 'resolve' tickets via email, I know how >to open new tickets in specific queue using mail. > >Thanks. Askar -- Gene LeDuc, GSEC Security Analyst San Diego State University From mfuller at bandtel.com Mon Nov 26 11:48:32 2007 From: mfuller at bandtel.com (Mark Fuller) Date: Mon, 26 Nov 2007 11:48:32 -0500 Subject: [rt-users] take and resolve actions via email In-Reply-To: <6.2.1.2.2.20071126081838.0273b5d0@mail.sdsu.edu> Message-ID: <000001c8304c$3e69ada0$caa8a8c0@bandtel.local> I am interested in that script Mark Fuller BandTel Engineering 603-528-6538 Option 2 603-528-6937 FAX -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc Sent: Monday, November 26, 2007 11:29 AM To: Asrai khn Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] take and resolve actions via email Hi Askar, This doesn't answer your question about special features, but it does tell you a way to do what you want to do. I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When someone opens a ticket, I send out 2 e-mails. The first goes to the user who opened it - they get login credentials so they can look at the ticket. The second goes to the AdminCc list for the queue to notify them that there's a new ticket in the queue. If a reply comes in for that ticket, and the sender is one of the AdminCc, and the first line of the e-mail is "Ok", then my scrip sets the ticket owner to the person who sent the message and the status to resolved. Otherwise the message just gets attached to the ticket. It would be simple to modify a scrip like that to do a "take" as well. If you're interested in following this trail, let me know. Regards, Gene At 06:55 AM 11/22/2007, Asrai khn wrote: >while reading RT3 FAQs found that ... > >A2: RT 3.5 has support for take and resolve actions in rt-mailgate >script, you can use them, but you should enable them in config. > >Wondering what to change in RT_SiteConfig.pm and can someone give me an >examples of how to 'take' 'resolve' tickets via email, I know how to >open new tickets in specific queue using mail. > >Thanks. Askar -- Gene LeDuc, GSEC Security Analyst San Diego State University _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From m.d.chappell at bath.ac.uk Mon Nov 26 11:50:33 2007 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Mon, 26 Nov 2007 16:50:33 +0000 Subject: [rt-users] RT Scalability In-Reply-To: <20071126162805.GD12099@bestpractical.com> References: <474AED21.8000900@bath.ac.uk> <20071126162805.GD12099@bestpractical.com> Message-ID: <474AF959.50801@bath.ac.uk> Jesse Vincent wrote: > Can you talk about what you've done to tune your MySQL server? MySQL > performance tuning can take you a lot larger than you're currently at. > Having enough RAM and _using_ it are both important for keeping mysql > purring. The bulk of the tuning was done before my time, it's mostly a stock RT with some minor my.conf changes # # Performance Tuning # key_buffer = 384M table_cache = 512 sort_buffer_size = 2M read_buffer_size = 2M myisam_sort_buffer_size = 64M thread_cache = 8 # try number of CPU's*2 for thread_concurrency thread_concurrency = 8 query_cache_size = 64M #query_cache_type = 1 innodb_data_home_dir = /var/lib/mysql/ innodb_data_file_path = ibdata1:10M:autoextend innodb_log_group_home_dir = /var/lib/mysql/ innodb_log_arch_dir = /var/lib/mysql/ # You can set .._buffer_pool_size up to 50 - 80 % # of RAM but beware of setting memory usage too high innodb_buffer_pool_size = 384M innodb_additional_mem_pool_size = 20M # Set .._log_file_size to 25 % of buffer pool size innodb_log_file_size = 64M innodb_log_buffer_size = 8M innodb_flush_log_at_trx_commit = 1 innodb_lock_wait_timeout = 50 MySQL seems to be munching on about 1/3rd of the available memory (2Gb), and splitting the CPU load about 50/50 with apache. During the day load averages of >5 aren't that uncommon at the minute. Last time I tried looking on a test server with just me, a sizable chunk of time seemed to be being eaten by ACL queries which we played with but couldn't seem to get optimised. With a handful of us testing out the Postgres based cluster things seem to be moving much faster, but it's supposed to be able to tune its self... With 3 sites, we can also now offer automatic failover, which management types seem to be interested in. >> I'm pretty impressed with just how well RT has scaled, however, I'm >> curious as to how many other people have tried pushing RT this far. > > I know of a VOIP provider with (a locally hacked and improved) RT with > 16 million tickets in it. I was curious since most of the random RT databases I've seen appear to be handing out tickets in the tens on thousands range, and at peak times of the year we were churning through about 1000 tickets a day. Database tuning, definately a black art, but pure magic when you get it right... Mark -- With sufficient thrust, pigs fly just fine. However, this is not necessarily a good idea. It is hard to be sure where they are going to land, and it could be dangerous sitting under them as they fly overhead. -- RFC 1925 From ktm at rice.edu Mon Nov 26 11:36:13 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 26 Nov 2007 10:36:13 -0600 Subject: [rt-users] RT Scalability In-Reply-To: <474AED21.8000900@bath.ac.uk> References: <474AED21.8000900@bath.ac.uk> Message-ID: <20071126163613.GL11020@it.is.rice.edu> On Mon, Nov 26, 2007 at 03:58:25PM +0000, Mark Chappell wrote: > We use RT for a significant chunk of the admissions, enquiries and support > queries. We now have over 1/3 of a million tickets, 300 queues and 600 > privileged users (not to mention a whole batch of users as the result of > spam). > > We've been running this off a dual Xeon box running MySQL (with a mysql > slave backup server that can be swapped in at short notice), but as you > might imagine, with that many users (a significant chunk of which use the > web interface) it's been getting a little slow of late. > > So we started looking at clustering options. > > On the database side, MySQL cluster seems to insist on holding the entire > database in memory, which with a 10 Gig and growing database just isn't > feasible. Oracle is just a little bit too much black magic and our DBAs > seem a little reticent to play the clustering game. So I started playing > with PGCluster, and I now have a load balanced setup in the final stages of > testing prior to deployment. > > For the web side, Apache combined with Cisco switch SLB has worked a treat. > > I'm pretty impressed with just how well RT has scaled, however, I'm curious > as to how many other people have tried pushing RT this far. > > Has anybody looked into the possibility of "archiving" parts of the RT > database, leaving only a stub with no attachments content? > > > Mark Mark, We only have about half the number of tickets in our RT instance, but are using PostgreSQL with Slony1 replication to a failover database instance. I would love to see a few more details of your PGCLuster setup since we are in the process of upgrading to the 3.6 release on replacement hardware and would like to increase our redundancy, if possible. Since you are using PostgreSQL, have you looked at constraint exclusion to partition your tables on the backend. Also, if you recluster the tables appropriately, the older information will automatically be segregated from the new active tickets -- just some ideas. Regards, Ken From rfh at pipex.net Mon Nov 26 12:00:04 2007 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 26 Nov 2007 17:00:04 +0000 Subject: [rt-users] RT Scalability In-Reply-To: <474AF959.50801@bath.ac.uk> References: <474AED21.8000900@bath.ac.uk> <20071126162805.GD12099@bestpractical.com> <474AF959.50801@bath.ac.uk> Message-ID: <474AFB94.4070008@pipex.net> Mark; One thing I would recommend is to split the web from db and get them running on 2 different servers , we found that made huge difference to the front end usability. Regards; Roy Mark Chappell wrote: > ------------------------------------------------------------------------ > > Subject: > Re: [rt-users] RT Scalability > From: > Mark Chappell > Date: > Mon, 26 Nov 2007 16:50:33 +0000 > To: > Jesse Vincent > > To: > Jesse Vincent > CC: > rt-users at lists.bestpractical.com > > > > Jesse Vincent wrote: > >> Can you talk about what you've done to tune your MySQL server? MySQL >> performance tuning can take you a lot larger than you're currently >> at. Having enough RAM and _using_ it are both important for keeping >> mysql purring. > > > The bulk of the tuning was done before my time, it's mostly a stock RT > with some minor my.conf changes > > > > # > > # Performance Tuning > > # > > key_buffer = 384M > > table_cache = 512 > > sort_buffer_size = 2M > > read_buffer_size = 2M > > myisam_sort_buffer_size = 64M > > thread_cache = 8 > > # try number of CPU's*2 for thread_concurrency > > thread_concurrency = 8 > > > > query_cache_size = 64M > > #query_cache_type = 1 > > > > innodb_data_home_dir = /var/lib/mysql/ > > innodb_data_file_path = ibdata1:10M:autoextend > > innodb_log_group_home_dir = /var/lib/mysql/ > > innodb_log_arch_dir = /var/lib/mysql/ > > # You can set .._buffer_pool_size up to 50 - 80 % > > # of RAM but beware of setting memory usage too high > > innodb_buffer_pool_size = 384M > > innodb_additional_mem_pool_size = 20M > > # Set .._log_file_size to 25 % of buffer pool size > > innodb_log_file_size = 64M > > innodb_log_buffer_size = 8M > > innodb_flush_log_at_trx_commit = 1 > > innodb_lock_wait_timeout = 50 > > > > MySQL seems to be munching on about 1/3rd of the available memory (2Gb), > and splitting the CPU load about 50/50 with apache. During the day load > averages of >5 aren't that uncommon at the minute. > > > > Last time I tried looking on a test server with just me, a sizable chunk > of time seemed to be being eaten by ACL queries which we played with but > couldn't seem to get optimised. > > > > With a handful of us testing out the Postgres based cluster things seem > to be moving much faster, but it's supposed to be able to tune its > self... With 3 sites, we can also now offer automatic failover, which > management types seem to be interested in. > > > >>> I'm pretty impressed with just how well RT has scaled, however, I'm >>> curious as to how many other people have tried pushing RT this far. >> I know of a VOIP provider with (a locally hacked and improved) RT >> with 16 million tickets in it. > > > I was curious since most of the random RT databases I've seen appear to > be handing out tickets in the tens on thousands range, and at peak times > of the year we were churning through about 1000 tickets a day. > > > > Database tuning, definately a black art, but pure magic when you get it > right... > > > > > > Mark > > From m.d.chappell at bath.ac.uk Mon Nov 26 12:10:06 2007 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Mon, 26 Nov 2007 17:10:06 +0000 Subject: [rt-users] RT Scalability In-Reply-To: <20071126163613.GL11020@it.is.rice.edu> References: <474AED21.8000900@bath.ac.uk> <20071126163613.GL11020@it.is.rice.edu> Message-ID: <474AFDEE.4050206@bath.ac.uk> Kenneth Marshall wrote: > I would love to see a few more details of your PGCLuster > setup since we are in the process of upgrading to the 3.6 release on > replacement hardware and would like to increase our redundancy, if > possible. PG Cluster is basically a shared nothing architecture, although they're spinning off PG Cluster II which would have a shared backing store. However we seem to be so read heavy that the write speed benefits of a shared backing store aren't really needed. 2 machines dedicated to RT. Basic layout. 3 replicators, 1 on a totally separate box so that quorum can be attained if one of the 'RT' machines disappears, and the other 2 running on the 2 'RT' machines. 2 cluster database nodes, one on each of the 'RT' machines. Apache is running on each of the 'RT' machines, and queries the database node on that machine. We're contemplating rolling out another pair of DB nodes, and then using the pglb part of PG Cluster, but for now we're not using them. > Since you are using PostgreSQL, have you looked at constraint > exclusion to partition your tables on the backend. Also, if you recluster > the tables appropriately, the older information will automatically be > segregated from the new active tickets -- just some ideas. And some of those magic words that make searching for useful information so much simpler start turning up. Thank you. Mark -- With sufficient thrust, pigs fly just fine. However, this is not necessarily a good idea. It is hard to be sure where they are going to land, and it could be dangerous sitting under them as they fly overhead. -- RFC 1925 From jesse at bestpractical.com Mon Nov 26 12:25:11 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 26 Nov 2007 12:25:11 -0500 Subject: [rt-users] RT Scalability In-Reply-To: <474AF959.50801@bath.ac.uk> References: <474AED21.8000900@bath.ac.uk> <20071126162805.GD12099@bestpractical.com> <474AF959.50801@bath.ac.uk> Message-ID: <20071126172511.GG12099@bestpractical.com> On Mon, Nov 26, 2007 at 04:50:33PM +0000, Mark Chappell wrote: > Jesse Vincent wrote: > >Can you talk about what you've done to tune your MySQL server? MySQL > >performance tuning can take you a lot larger than you're currently at. > >Having enough RAM and _using_ it are both important for keeping mysql > >purring. > > The bulk of the tuning was done before my time, it's mostly a stock RT > with some minor my.conf changes You likely want to have a look at the "my innodb 4gb heavy" sample config file. And then turn on the slow query log and have a look at indexing. -jesse From gleduc at mail.sdsu.edu Mon Nov 26 12:26:08 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 26 Nov 2007 09:26:08 -0800 Subject: [rt-users] take and resolve actions via email In-Reply-To: <000001c8304c$3e69ada0$caa8a8c0@bandtel.local> References: <6.2.1.2.2.20071126081838.0273b5d0@mail.sdsu.edu> <000001c8304c$3e69ada0$caa8a8c0@bandtel.local> Message-ID: <6.2.1.2.2.20071126090938.026dfb98@mail.sdsu.edu> Hi Mark, Here's the scrip we use to resolve tickets via e-mail. In order to resolve a ticket this way, the e-mail must be from an AdminCc for that queue and it must contain the word "Ok" on the first line. Description: Resolved by e-mail Condition: User Defined Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: { ### True if e-mail contains 'ok' - sets owner, resolves ticket my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; my $Queue = $self->TicketObj->QueueObj; my $val = $Transaction->Type eq 'Correspond' && $Queue->IsAdminCc($CreatorId) && $Transaction->Content =~ /\bok\s/i; return $val; } Custom action prep code: return 1; Custom action cleanup code: ### Set Set owner to e-mail sender, status to 'resolved' my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); $Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => 0); The 2 lines at the end of the cleanup code could also be: $Ticket->SetOwner($CreatorId); $Ticket->SetStatus('resolved'); but I use _Set instead because I don't want to fire off any more transactions when I resolve tickets this way. Regards, Gene At 08:48 AM 11/26/2007, Mark Fuller wrote: >I am interested in that script > >Mark Fuller > >BandTel Engineering > >603-528-6538 Option 2 > >603-528-6937 FAX > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc >Sent: Monday, November 26, 2007 11:29 AM >To: Asrai khn >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] take and resolve actions via email > > >Hi Askar, > >This doesn't answer your question about special features, but it does tell >you a way to do what you want to do. > >I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When >someone opens a ticket, I send out 2 e-mails. The first goes to the user >who opened it - they get login credentials so they can look at the >ticket. The second goes to the AdminCc list for the queue to notify them >that there's a new ticket in the queue. If a reply comes in for that >ticket, and the sender is one of the AdminCc, and the first line of the >e-mail is "Ok", then my scrip sets the ticket owner to the person who sent >the message and the status to resolved. Otherwise the message just gets >attached to the ticket. It would be simple to modify a scrip like that to >do a "take" as well. > >If you're interested in following this trail, let me know. > >Regards, >Gene > >At 06:55 AM 11/22/2007, Asrai khn wrote: > >while reading RT3 FAQs found that ... > > > >A2: RT 3.5 has support for take and resolve actions in rt-mailgate > >script, you can use them, but you should enable them in config. > > > >Wondering what to change in RT_SiteConfig.pm and can someone give me an > >examples of how to 'take' 'resolve' tickets via email, I know how to > >open new tickets in specific queue using mail. > > > >Thanks. Askar -- Gene LeDuc, GSEC Security Analyst San Diego State University From matt.pounsett at cira.ca Mon Nov 26 13:22:05 2007 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Mon, 26 Nov 2007 13:22:05 -0500 Subject: [rt-users] Re: corrupted attaches In-Reply-To: <5b2ecc4a0711260734h53233494n52e8c0f0f5ac8d55@mail.gmail.com> References: <5b2ecc4a0711260618i60cbe2d9ncfb410586407eb09@mail.gmail.com> <5b2ecc4a0711260734h53233494n52e8c0f0f5ac8d55@mail.gmail.com> Message-ID: <516F80D5-5877-49D7-AD8B-585E8260A3BB@cira.ca> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 2007-Nov-26, at 10:34, Nikita Gubenko wrote: > Problem fixed by > ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL; Thanks, this fixed a similar issue on RT 3.6.5 that I've been seeing, but hadn't had time to track down yet. Worth noting that this bug is in the schema.mysql file, which should probably be fixed for the next release. Cheers, Matt -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHSw7PmFeRJ0tjIxERAoKVAJ9ZB9CGV8wjgiZgNRJusEzP+6CUBgCeO9L8 N43kbc8py6wSeKdt4uPRdkw= =yG2w -----END PGP SIGNATURE----- From KFCrocker at lbl.gov Mon Nov 26 13:51:42 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 26 Nov 2007 10:51:42 -0800 Subject: [rt-users] Comments to AdminCC even if they are Requestors In-Reply-To: References: Message-ID: <474B15BE.7060002@lbl.gov> Jean-Michel, We have a situation here that may be similar. Sometimes, a support person (AdminCC or whatever) will create a ticket for someone who is the REAL requestor. When that happens, this support person puts in the UserID of the REAL requestor after the creation of the ticket. That way, the correct requestor gets all notifications and the AdminCc gets any that were not initiated by same (we figure if YOU made the comment, etc. then YOU do not need an E_mail telling you what you did). The ticket still has the original ticket creator UserId, which we can use for any special queries, etc. We have already set up notification scrips to notify AdminCc and ticket owners and support groups and they all get their respective e_mail, except the person who actually made the comment as that would be redundant. Hope this helps. Kenn LBNL On 11/26/2007 7:04 AM, Jean-Michel Cazaux wrote: > Hi all, > > This forum has been a very useful source of knowledge and information in > our quest to extend RT usage in our organisation, but we are now hitting > another roadblock (hopefully one of the last). > > Due to our organisation, it can happen that a member of the support team > (that are adminCC of the support queue) is as well the requestor of a > ticket (because they "stand in" for the client). > > The issue is that in this case, the comment are not sent to this person. > It seems that the fact they are a requestor supersedes the fact > that they are adminCC of the queue and they do not receive comments. > They then lose track of the "life" of the ticket (I know, they can still > access the web and watch, but the beauty of email notification is all gone). > > I have tried to scan the code, but must admit I have not been able to > identify where "this" happens (the build of recipient list). Some hints > would be GREATLY appreciated. > > I have tried to search into the archives of the mailing list but I have > found nothing related (I have found the "opposite" problem though) and I > have found nothing on the wiki either. > > > Many thanks in advance. > > -- > > Jean-Michel Cazaux > Head of Technology > **Eckoh UK Limited** > Telford House, Corner Hall, > Hemel Hempstead, Hertfordshire HP3 9HN > > *T* 08701 107129 > **F** 08701 107107 > **M** n/a > **W** www.eckoh.com > > *Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007* > * * > *Winner, Innovation of the Year Award, Transport Innovations 2007* > > This communication contains information, which is confidential and may > also be privileged. It is for the exclusive use of the intended > recipient(s) only. If you are not the intended recipient(s) please note > that any form of distribution, copying or use of this communication or > the information in it is strictly prohibited and may be unlawful. If you > have received this communication in error please return it to the sender > and then delete it. Opinions expressed in this message are those of the > author, and are not binding on the company. > > Registered in England and Wales, No. 2796531 > Registered office: Telford House, Corner Hall, Hemel Hempstead, > Hertfordshire HP3 9HN > > A member of the Eckoh Plc group of companies. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From theillien at yahoo.com Mon Nov 26 15:09:35 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 26 Nov 2007 15:09:35 -0500 Subject: [rt-users] Scrip condition input request In-Reply-To: <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> Message-ID: <474B27FF.509@yahoo.com> This is all I could think to come up with: if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Queue") { if ($self->TransactionObj->NewValue eq "TechOps" && $self->TicketObj->Owner != 10) { return 0; }else{ $self->TicketObj->SetStatus('new'); return 1; } } But that seems a bit excessive since the condition is already telling it to check that the queue is changing. If I eliminate the first if condition and leave just the condition checking the new value will it work since it already knows what the initial condition is? Keep up with me and what I'm up to: http://theillien.blogspot.com Todd Chapman wrote: > Matt, > > You can either use a custom condition or use a conditional in your cleanup code. > > -Todd > > On 11/26/07, Mathew Snyder wrote: >> I have a global scrip which applies to all of our queues. It basically forces >> the status of a ticket to 'new' when it is moved to a different queue. For the >> most part this works well. However, I have a group which has "ownership" of two >> queues. One is our triage queue and the other is a queue for operational support. >> >> Sometimes, a person will take ownership of a ticket prior to moving it from >> triage. If this happens, it makes setting the status back to new moot since the >> original owner will likely retain ownership and continue working on the ticket. >> >> With that in mind I'm trying to devise a condition which will check if the new >> queue is the ops support queue and if the current owner is a: not Nobody and b: >> has the right to own a ticket in the ops support queue. Currently, the >> condition for this scrip is 'On Queue Change'. In order to enact these other >> conditions, will I have to use a custom condition and incorporate the >> functionality of 'On Queue Change' or can I add the conditions to the Custom >> action preparation code field and use it as an additional check? >> >> Or, can I simply use an 'unless' conditional in the Custom action cleanup code >> field? >> >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From todd at chaka.net Mon Nov 26 15:21:54 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 26 Nov 2007 15:21:54 -0500 Subject: [rt-users] Scrip condition input request In-Reply-To: <474B27FF.509@yahoo.com> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> <474B27FF.509@yahoo.com> Message-ID: <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> You probably could eliminate the first condition but I doubt it's very expensive to check it again. Also it doesn't hurt to have the safeguard if someone accidentally changes the Condition. On 11/26/07, Mathew Snyder wrote: > This is all I could think to come up with: > > if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq > "Queue") { > if ($self->TransactionObj->NewValue eq "TechOps" && $self->TicketObj->Owner != > 10) { > return 0; > }else{ > $self->TicketObj->SetStatus('new'); > return 1; > } > } > > But that seems a bit excessive since the condition is already telling it to > check that the queue is changing. If I eliminate the first if condition and > leave just the condition checking the new value will it work since it already > knows what the initial condition is? > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Todd Chapman wrote: > > Matt, > > > > You can either use a custom condition or use a conditional in your cleanup code. > > > > -Todd > > > > On 11/26/07, Mathew Snyder wrote: > >> I have a global scrip which applies to all of our queues. It basically forces > >> the status of a ticket to 'new' when it is moved to a different queue. For the > >> most part this works well. However, I have a group which has "ownership" of two > >> queues. One is our triage queue and the other is a queue for operational support. > >> > >> Sometimes, a person will take ownership of a ticket prior to moving it from > >> triage. If this happens, it makes setting the status back to new moot since the > >> original owner will likely retain ownership and continue working on the ticket. > >> > >> With that in mind I'm trying to devise a condition which will check if the new > >> queue is the ops support queue and if the current owner is a: not Nobody and b: > >> has the right to own a ticket in the ops support queue. Currently, the > >> condition for this scrip is 'On Queue Change'. In order to enact these other > >> conditions, will I have to use a custom condition and incorporate the > >> functionality of 'On Queue Change' or can I add the conditions to the Custom > >> action preparation code field and use it as an additional check? > >> > >> Or, can I simply use an 'unless' conditional in the Custom action cleanup code > >> field? > >> > >> -- > >> Keep up with me and what I'm up to: http://theillien.blogspot.com > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > >> If you sign up for a new RT support contract before December 31, we'll take > >> up to 20 percent off the price. This sale won't last long, so get in touch today. > >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. > >> > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > From matt at atopia.net Mon Nov 26 15:24:53 2007 From: matt at atopia.net (Matt Juszczak) Date: Mon, 26 Nov 2007 15:24:53 -0500 (EST) Subject: [rt-users] Copies of own messages Message-ID: <20071126152322.E32564@mercury.atopia.net> We would like to receive copies of our own updates to RT tickets. In other words, right now, if I reply to an RT ticket via email or web, it will send a copy to all other subscribers but myself. I'd also like to receive a copy of what I had just sent. I assume this is code changing logic (Removing the logic that checks to see whether or not I am the originator of an update as it is notifying subscribers of a ticket (I believe we are all listed as AdminCC's)). Is there a way to do this? Code change? From theillien at yahoo.com Mon Nov 26 15:38:40 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 26 Nov 2007 15:38:40 -0500 Subject: [rt-users] Scrip condition input request In-Reply-To: <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> <474B27FF.509@yahoo.com> <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> Message-ID: <474B2ED0.7070406@yahoo.com> I tried both ways. Each ends up resetting the status to new. Keep up with me and what I'm up to: http://theillien.blogspot.com Todd Chapman wrote: > You probably could eliminate the first condition but I doubt it's very > expensive to check it again. Also it doesn't hurt to have the > safeguard if someone accidentally changes the Condition. > From HelmuthRamirez at compupay.com Mon Nov 26 15:38:14 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 26 Nov 2007 15:38:14 -0500 Subject: [rt-users] Copies of own messages In-Reply-To: <20071126152322.E32564@mercury.atopia.net> References: <20071126152322.E32564@mercury.atopia.net> Message-ID: <7314881427FC8A4081673E8CEEA7924906275637@EXMIAMI01.compupay.com> Per the RT Config file: # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); Change the setting in your RT_SiteConfig.pm file NOT RT_Config.pm Also, this is a great place to look for info: http://www.gossamer-threads.com/lists/rt/users/ -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Juszczak Sent: Monday, November 26, 2007 3:25 PM To: rt-users at lists.fsck.com Subject: [rt-users] Copies of own messages We would like to receive copies of our own updates to RT tickets. In other words, right now, if I reply to an RT ticket via email or web, it will send a copy to all other subscribers but myself. I'd also like to receive a copy of what I had just sent. I assume this is code changing logic (Removing the logic that checks to see whether or not I am the originator of an update as it is notifying subscribers of a ticket (I believe we are all listed as AdminCC's)). Is there a way to do this? Code change? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mfuller at bandtel.com Mon Nov 26 15:56:51 2007 From: mfuller at bandtel.com (Mark Fuller) Date: Mon, 26 Nov 2007 15:56:51 -0500 Subject: [rt-users] take and resolve actions via email In-Reply-To: <6.2.1.2.2.20071126090938.026dfb98@mail.sdsu.edu> Message-ID: <006b01c8306e$e189cf20$caa8a8c0@bandtel.local> Thanks is there a way to have it be a comment only so that only the admin cc's get it? Mark Fuller BandTel Engineering 603-528-6538 Option 2 603-528-6937 FAX -----Original Message----- From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Monday, November 26, 2007 12:26 PM To: Mark Fuller Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] take and resolve actions via email Hi Mark, Here's the scrip we use to resolve tickets via e-mail. In order to resolve a ticket this way, the e-mail must be from an AdminCc for that queue and it must contain the word "Ok" on the first line. Description: Resolved by e-mail Condition: User Defined Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: { ### True if e-mail contains 'ok' - sets owner, resolves ticket my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; my $Queue = $self->TicketObj->QueueObj; my $val = $Transaction->Type eq 'Correspond' && $Queue->IsAdminCc($CreatorId) && $Transaction->Content =~ /\bok\s/i; return $val; } Custom action prep code: return 1; Custom action cleanup code: ### Set Set owner to e-mail sender, status to 'resolved' my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); $Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => 0); The 2 lines at the end of the cleanup code could also be: $Ticket->SetOwner($CreatorId); $Ticket->SetStatus('resolved'); but I use _Set instead because I don't want to fire off any more transactions when I resolve tickets this way. Regards, Gene At 08:48 AM 11/26/2007, Mark Fuller wrote: >I am interested in that script > >Mark Fuller > >BandTel Engineering > >603-528-6538 Option 2 > >603-528-6937 FAX > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene >LeDuc >Sent: Monday, November 26, 2007 11:29 AM >To: Asrai khn >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] take and resolve actions via email > > >Hi Askar, > >This doesn't answer your question about special features, but it does >tell you a way to do what you want to do. > >I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. >When someone opens a ticket, I send out 2 e-mails. The first goes to >the user who opened it - they get login credentials so they can look at >the ticket. The second goes to the AdminCc list for the queue to >notify them that there's a new ticket in the queue. If a reply comes >in for that ticket, and the sender is one of the AdminCc, and the first >line of the e-mail is "Ok", then my scrip sets the ticket owner to the >person who sent the message and the status to resolved. Otherwise the >message just gets attached to the ticket. It would be simple to modify >a scrip like that to do a "take" as well. > >If you're interested in following this trail, let me know. > >Regards, >Gene > >At 06:55 AM 11/22/2007, Asrai khn wrote: > >while reading RT3 FAQs found that ... > > > >A2: RT 3.5 has support for take and resolve actions in rt-mailgate > >script, you can use them, but you should enable them in config. > > > >Wondering what to change in RT_SiteConfig.pm and can someone give me > >an examples of how to 'take' 'resolve' tickets via email, I know how > >to open new tickets in specific queue using mail. > > > >Thanks. Askar -- Gene LeDuc, GSEC Security Analyst San Diego State University From gdub at ece.utexas.edu Mon Nov 26 15:53:17 2007 From: gdub at ece.utexas.edu (Gary Wilson Jr.) Date: Mon, 26 Nov 2007 14:53:17 -0600 Subject: [rt-users] sending an email to requestor when request leaves a certain queue Message-ID: <474B323D.4010700@ece.utexas.edu> In my organization we have an L1 queue for level one support. All requests are dumped here first. If the level one support team cannot complete the request, the request is moved to one of several L2 support queues. When a request is moved from the L1 queue to any of the L2 queues, I would like for an email to be sent to requestors telling them their request has be escalated. After a little research I found out that "On Queue Change" scrips only run on the queue the request is being moved to and not the queue the request is being moved from, which ruled out creating a queue scrip. So I created the following global scrip: Description: Notify requestor on L2 escalation Condition: User Defined Action: Notify Requestors Template: Global template: L2 Escalation Stage: TransactionCreate Custom condition: if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Queue" && $self->TransactionObj->OldValue eq "8") {return 1;} else {return 0;} Notice that I also created a global template for this scrip to use, which looks something like: Name: L2 Escalation Description: Email sent to requestors when their issue is escalated to L2 support Content: Your help request has been escalated to the Level 2 support team. Problem is that no email is sent out when this newly-created template is selected. However, if in the scrip I change the Template to some pre-existing template, the global "Resolved" template for example, then the email does get sent. Anyone know what could be going on here? Is there a better way? BTW, we are using version 3.6.1. Gary From smithj4 at bnl.gov Mon Nov 26 15:54:08 2007 From: smithj4 at bnl.gov (Jason A. Smith) Date: Mon, 26 Nov 2007 15:54:08 -0500 Subject: [rt-users] Copies of own messages In-Reply-To: <20071126152322.E32564@mercury.atopia.net> References: <20071126152322.E32564@mercury.atopia.net> Message-ID: <1196110448.6458.15.camel@smith.racf.bnl.gov> On Mon, 2007-11-26 at 15:24 -0500, Matt Juszczak wrote: > We would like to receive copies of our own updates to RT tickets. > > In other words, right now, if I reply to an RT ticket via email or web, it > will send a copy to all other subscribers but myself. I'd also like to > receive a copy of what I had just sent. See the $NotifyActor config option in your RT_SiteConfig.pm file. Currently this is a global option, but according to the RT wiki, a per user notify preference is going into RT-3.7. > I assume this is code changing logic (Removing the logic that checks to > see whether or not I am the originator of an update as it is notifying > subscribers of a ticket (I believe we are all listed as AdminCC's)). > > Is there a way to do this? Code change? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ From jeanmichel.cazaux at eckoh.fr Mon Nov 26 16:22:09 2007 From: jeanmichel.cazaux at eckoh.fr (Jean-Michel Cazaux) Date: Mon, 26 Nov 2007 21:22:09 -0000 Subject: [rt-users] Comments to AdminCC even if they are Requestors In-Reply-To: <474B15BE.7060002@lbl.gov> References: <474B15BE.7060002@lbl.gov> Message-ID: Hi Kenn, The issue is that we do not even want the real requestor to be "in the loop" for real... Thinking about it, one thing we might try is leave the requestor with Nodody. I have yet to try this but if it work, it would do the trick. Cheers. Jean-Michel ________________________ Jean-Michel > -----Message d'origine----- > De : Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Envoy? : lundi 26 novembre 2007 19:52 > ? : Jean-Michel Cazaux > Cc : RT-Users at lists.bestpractical.com > Objet : Re: [rt-users] Comments to AdminCC even if they are Requestors > > Jean-Michel, > > > We have a situation here that may be similar. > Sometimes, a support person (AdminCC or whatever) will create > a ticket for someone who is the REAL requestor. When that > happens, this support person puts in the UserID of the REAL > requestor after the creation of the ticket. That way, the > correct requestor gets all notifications and the AdminCc gets > any that were not initiated by same (we figure if YOU made > the comment, etc. > then YOU do not need an E_mail telling you what you did). The > ticket still has the original ticket creator UserId, which we > can use for any special queries, etc. We have already set up > notification scrips to notify AdminCc and ticket owners and > support groups and they all get their respective e_mail, > except the person who actually made the comment as that would > be redundant. Hope this helps. > > Kenn > LBNL > > On 11/26/2007 7:04 AM, Jean-Michel Cazaux wrote: > > Hi all, > > > > This forum has been a very useful source of knowledge and > information > > in our quest to extend RT usage in our organisation, but we are now > > hitting another roadblock (hopefully one of the last). > > > > Due to our organisation, it can happen that a member of the support > > team (that are adminCC of the support queue) is as well the > requestor > > of a ticket (because they "stand in" for the client). > > > > The issue is that in this case, the comment are not sent to > this person. > > It seems that the fact they are a requestor supersedes the > fact that > > they are adminCC of the queue and they do not receive comments. > > They then lose track of the "life" of the ticket (I know, they can > > still access the web and watch, but the beauty of email > notification is all gone). > > > > I have tried to scan the code, but must admit I have not > been able to > > identify where "this" happens (the build of recipient list). Some > > hints would be GREATLY appreciated. > > > > I have tried to search into the archives of the mailing list but I > > have found nothing related (I have found the "opposite" problem > > though) and I have found nothing on the wiki either. > > > > > > Many thanks in advance. > > > > -- > > > > Jean-Michel Cazaux > > Head of Technology > > **Eckoh UK Limited** > > Telford House, Corner Hall, > > Hemel Hempstead, Hertfordshire HP3 9HN > > > > *T* 08701 107129 > > **F** 08701 107107 > > **M** n/a > > **W** www.eckoh.com > > > > *Winner, Best Use of Technology Partnership, CCA Excellence Awards > > 2007* > > * * > > *Winner, Innovation of the Year Award, Transport Innovations 2007* > > > > This communication contains information, which is > confidential and may > > also be privileged. It is for the exclusive use of the intended > > recipient(s) only. If you are not the intended recipient(s) please > > note that any form of distribution, copying or use of this > > communication or the information in it is strictly > prohibited and may > > be unlawful. If you have received this communication in > error please > > return it to the sender and then delete it. Opinions > expressed in this > > message are those of the author, and are not binding on the company. > > > > Registered in England and Wales, No. 2796531 Registered office: > > Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN > > > > A member of the Eckoh Plc group of companies. > > > > > > > ---------------------------------------------------------------------- > > -- > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before > December 31, we'll > > take up to 20 percent off the price. This sale won't last > long, so get in touch today. > > Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > From gleduc at mail.sdsu.edu Mon Nov 26 16:26:57 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 26 Nov 2007 13:26:57 -0800 Subject: [rt-users] take and resolve actions via email In-Reply-To: <006601c83066$f729fa60$caa8a8c0@bandtel.local> References: <6.2.1.2.2.20071126090938.026dfb98@mail.sdsu.edu> <006601c83066$f729fa60$caa8a8c0@bandtel.local> Message-ID: <6.2.1.2.2.20071126122605.02737040@mail.sdsu.edu> Hi Mark, I'm not sure how you could change a correspondence transaction to a comment. However... If I wanted to just change the way that email is sent (only AdminCcs getting an email), I'd add a custom field to the queue called "NoCorrespond" and then modify the Correspondence template used for the "On Correspond" scrip to include a check at the beginning to see if there is a "NoCorrespond" field and whether it has anything in it. If so, exit the template and don't send the email, otherwise proceed as usual. Then I'd have the scrip I gave you put something into the "NoCorrespond" custom field at the same time that it sets the owner and status. It's kind of clunky and there are probably more elegant solutions, but I think it would work. You might also want to make another scrip to send the mail to the AdminCc when the "NoCorrespond" field gets something assigned to it (by your other scrip), something like (I haven't tried this scrip, so it may need work): Condition: User Defined Action: Notify AdminCcs as Comment Template: Global template: Admin Comment Custom condtion: { ### True on state change to "NoCorrespond" my $Transaction = $self->TransactionObj; my $val = $Transaction->Type eq "CustomField" && $Transaction->Field eq "NoCorrespond" ; return $val; } Good luck! Gene At 12:00 PM 11/26/2007, Mark Fuller wrote: >Thanks Gene it works great but.. Is there a way to make it a comment so only >admin staff gets it > >Mark Fuller > >-----Original Message----- >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] >Sent: Monday, November 26, 2007 12:26 PM >To: Mark Fuller >Cc: rt-users at lists.bestpractical.com >Subject: RE: [rt-users] take and resolve actions via email > > >Hi Mark, > >Here's the scrip we use to resolve tickets via e-mail. > >In order to resolve a ticket this way, the e-mail must be from an AdminCc >for that queue and it must contain the word "Ok" on the first line. > >Description: Resolved by e-mail >Condition: User Defined >Action: User Defined >Template: Global template: Blank >Stage: TransactionCreate > >Custom condition: >{ ### True if e-mail contains 'ok' - sets owner, resolves ticket > my $Transaction = $self->TransactionObj; > my $CreatorId = $Transaction->CreatorObj->Id; > my $Queue = $self->TicketObj->QueueObj; > my $val = $Transaction->Type eq 'Correspond' > && $Queue->IsAdminCc($CreatorId) > && $Transaction->Content =~ /\bok\s/i; > return $val; >} > >Custom action prep code: >return 1; > >Custom action cleanup code: >### Set Set owner to e-mail sender, status to 'resolved' >my $Ticket = $self->TicketObj; >my $Transaction = $self->TransactionObj; >my $CreatorId = $Transaction->CreatorObj->Id; $Ticket->_Set(Field=>'Owner', >Value=>$CreatorId, RecordTransaction=>0); $Ticket->_Set(Field => 'Status', >Value => 'resolved', RecordTransaction => 0); > >The 2 lines at the end of the cleanup code could also be: > $Ticket->SetOwner($CreatorId); > $Ticket->SetStatus('resolved'); >but I use _Set instead because I don't want to fire off any more >transactions when I resolve tickets this way. > >Regards, >Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From gleduc at mail.sdsu.edu Mon Nov 26 16:31:50 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 26 Nov 2007 13:31:50 -0800 Subject: [rt-users] sending an email to requestor when request leaves a certain queue In-Reply-To: <474B323D.4010700@ece.utexas.edu> References: <474B323D.4010700@ece.utexas.edu> Message-ID: <6.2.1.2.2.20071126132904.027584e0@mail.sdsu.edu> Hi Gary, Make sure that you have a blank line as the first line of your new template. The body of an email needs to be separated from the subject by 2 newline characters (in other words, a blank line). Regards, Gene At 12:53 PM 11/26/2007, Gary Wilson Jr. wrote: >In my organization we have an L1 queue for level one support. All >requests are dumped here first. If the level one support team cannot >complete the request, the request is moved to one of several L2 support queues. > >When a request is moved from the L1 queue to any of the L2 queues, I would >like for an email to be sent to requestors telling them their request has >be escalated. > >After a little research I found out that "On Queue Change" scrips only run >on the queue the request is being moved to and not the queue the request >is being moved from, which ruled out creating a queue scrip. So I created >the following global scrip: > >Description: Notify requestor on L2 escalation >Condition: User Defined >Action: Notify Requestors >Template: Global template: L2 Escalation >Stage: TransactionCreate > >Custom condition: >if ($self->TransactionObj->Type eq "Set" > && $self->TransactionObj->Field eq "Queue" > && $self->TransactionObj->OldValue eq "8") > {return 1;} >else > {return 0;} > >Notice that I also created a global template for this scrip to use, which >looks something like: > >Name: L2 Escalation >Description: Email sent to requestors when their issue is escalated to L2 >support >Content: Your help request has been escalated to the Level 2 support team. > >Problem is that no email is sent out when this newly-created template is >selected. However, if in the scrip I change the Template to some >pre-existing template, the global "Resolved" template for example, then >the email does get sent. > >Anyone know what could be going on here? Is there a better way? > >BTW, we are using version 3.6.1. > >Gary -- Gene LeDuc, GSEC Security Analyst San Diego State University From gmessmer at u.washington.edu Mon Nov 26 16:29:15 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Mon, 26 Nov 2007 13:29:15 -0800 Subject: [rt-users] clean up user table Message-ID: <474B3AAB.90104@u.washington.edu> A while back I inherited an RT3 installation that used the mail gateway without any filtering. For several years, the users manually "deleted" tickets from their queues every day. Naturally, this let to some very bloated tables in the SQL database. I was able to use RTx-Shredder to remove all of the "deleted" tickets, which pruned the tickets, attachments, and transactions tables. However, even with the newest RTx-shredder and RT3, the "users" module won't help me delete users who aren't associated with tickets. Under ideal conditions, RT3 performance is still acceptable, but I'm tired of trying to match up the magical versions. 3.6.5 works with MySQL 5.0, but whichever 3.6.x we used previously was awfully slow. With MySQL 4.0, the older RT3 was quick. I'm currently running on PostgreSQL 8.1, which is not quite as quick as MySQL 5.0 was, but doesn't seem to need the "right" release of RT3 to work correctly. *BLAH* To restore sanity permanently, I need to clean out the CachedGroupMembers (254475 rows), GroupMembers (87456 rows), Groups (95138 rows), Principals (110714 rows), and Users (15574 rows) tables. (ACLs, too?) I presume that people need to do this, and its been done before, but I can't find instructions on how to do so. Is there something that I need to fix in order to use RTx-Shredder? Is there a set of SQL commands that will delete users who aren't associated with tickets? The farthest I've yet come is this query, which gives me the list of users who don't own tickets. However, it doesn't include users who opened existing tickets, which it needs to, or other valid relations which should be preserved: SELECT DISTINCT users.id, users.name, users.password, users.comments, users.emailaddress, users.realname FROM users INNER JOIN principals ON users.id = principals.id LEFT JOIN tickets ON principals.id = tickets.Owner WHERE Tickets.id IS NULL; Any suggestions? From todd at chaka.net Mon Nov 26 17:31:58 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 26 Nov 2007 17:31:58 -0500 Subject: [rt-users] clean up user table In-Reply-To: <474B3AAB.90104@u.washington.edu> References: <474B3AAB.90104@u.washington.edu> Message-ID: <519782dc0711261431o74419d4l1c0177da1bc40757@mail.gmail.com> Are you having preformance problems related to the users? If not why clean it up? Do you like to play with fire? On 11/26/07, Gordon Messmer wrote: > A while back I inherited an RT3 installation that used the mail gateway > without any filtering. For several years, the users manually "deleted" > tickets from their queues every day. Naturally, this let to some very > bloated tables in the SQL database. I was able to use RTx-Shredder to > remove all of the "deleted" tickets, which pruned the tickets, > attachments, and transactions tables. However, even with the newest > RTx-shredder and RT3, the "users" module won't help me delete users who > aren't associated with tickets. > > Under ideal conditions, RT3 performance is still acceptable, but I'm > tired of trying to match up the magical versions. 3.6.5 works with > MySQL 5.0, but whichever 3.6.x we used previously was awfully slow. > With MySQL 4.0, the older RT3 was quick. I'm currently running on > PostgreSQL 8.1, which is not quite as quick as MySQL 5.0 was, but > doesn't seem to need the "right" release of RT3 to work correctly. *BLAH* > > To restore sanity permanently, I need to clean out the > CachedGroupMembers (254475 rows), GroupMembers (87456 rows), Groups > (95138 rows), Principals (110714 rows), and Users (15574 rows) tables. > (ACLs, too?) > > I presume that people need to do this, and its been done before, but I > can't find instructions on how to do so. Is there something that I need > to fix in order to use RTx-Shredder? Is there a set of SQL commands > that will delete users who aren't associated with tickets? The farthest > I've yet come is this query, which gives me the list of users who don't > own tickets. However, it doesn't include users who opened existing > tickets, which it needs to, or other valid relations which should be > preserved: > > SELECT DISTINCT > users.id, > users.name, > users.password, > users.comments, > users.emailaddress, > users.realname > FROM users > INNER JOIN principals ON users.id = principals.id > LEFT JOIN tickets ON principals.id = tickets.Owner > WHERE Tickets.id IS NULL; > > Any suggestions? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From gmessmer at u.washington.edu Mon Nov 26 17:43:26 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Mon, 26 Nov 2007 14:43:26 -0800 Subject: [rt-users] clean up user table In-Reply-To: <519782dc0711261431o74419d4l1c0177da1bc40757@mail.gmail.com> References: <474B3AAB.90104@u.washington.edu> <519782dc0711261431o74419d4l1c0177da1bc40757@mail.gmail.com> Message-ID: <474B4C0E.5050301@u.washington.edu> Todd Chapman wrote: > Are you having preformance problems related to the users? If not why > clean it up? Do you like to play with fire? > Yes, I am. RT3 makes multiple queries per ticket displayed that join the very large principals and cachedgroupmembers tables. It causes tickets to display somewhat slowly. There's a small but notable delay with RT3 3.6.5 and Pg 8.1. The delay was intolerably long with some earlier minor revision of 3.6 and MySQL 5.0. I'm tired of running into these problems when I update some component of the system, and would like to prune out the tens of thousands of "user" records created by spam through the mail gateway. I'd be grateful for any help that the list can offer. From sjbrowne at bluebottle.com Mon Nov 26 20:29:50 2007 From: sjbrowne at bluebottle.com (Stuart J. Browne) Date: Tue, 27 Nov 2007 12:29:50 +1100 Subject: [rt-users] RT3 failure after RH4 updates Message-ID: <013d01c83095$06b673e0$1f00a8c0@trusteddelivery.local> Hi, We're using RT 3.6.0 with mod_perl-2.0.2, and up until yesterday, it was working fine. Updated apache and perl and a few other modules on a RHEL4 box and after restarting apache, am getting 0-byte replies and these errors when accessing RT: [Tue Nov 27 01:09:04 2007] [crit]: Can't locate object method "request" via package "Apache" at /usr/lib/perl5/5.8.5/CGI.pm line 315. (/opt/rt3/bin/webmux.pl:125) No other errors in the error log. I've tried back tracking it to figure out what's causing the issue, and it's coming back to CGI.pm(315) calling: $self->r(Apache->request) unless $self->r; Verified that CGI.pm didn't change during the update. Simple command line test to check required packages passed without issue: perl -e 'require mod_perl; require Apache::Response; require Apache::RequestRec; require Apache::RequestUtil; require APR::Pool' So, I'm at a bit of a loss as to why this is now fried. Short of reverting the updates, any ideas on where to look next would be appreciated. Thanks Stuart Apache v-host: ServerName rt. DocumentRoot /opt/rt3/share/html PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason AddDefaultCharset UTF-8 Versions: RT 3.6.0 mod_perl-2.0.2 Subset of packages updated: httpd-2.0.52-38.ent perl-5.8.5-36.el4_5.2 perl-Archive-Tar-1.30-1.el4 perl-Compress-Zlib-1.42-1.el4 perl-IO-Zlib-1.04-4.2.el4 perl-Net-DNS-0.48-2.el4 perl-TimeDate-1.16-5.el4 From SIrshad at LMKR.COM Mon Nov 26 23:46:41 2007 From: SIrshad at LMKR.COM (Sidra Irshad) Date: Tue, 27 Nov 2007 09:46:41 +0500 Subject: [rt-users] Load Balancing & High Availability In-Reply-To: <474AF230.7070203@lboro.ac.uk> Message-ID: We are using RT with HA but not with load balancing. We have achieved HA setup with two RT servers installed over two separate Linux machines and Linux Heartbeat for resource handling purposes. Regards, Sidra Irshad Infrastructure Engineer (NOC) Graeme Fowler Sent by: rt-users-bounces at lists.bestpractical.com 11/26/2007 09:18 PM To rt-users at lists.bestpractical.com cc Subject [rt-users] Load Balancing & High Availability Hi all Is anyone using RT in a load-balanced/HA environment? By that I mean with more than one server running the application itself for failover purposes. TIA Graeme _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue Nov 27 03:42:43 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 27 Nov 2007 09:42:43 +0100 Subject: AW: Re: [rt-users] clean up user table Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> Hi, Make sure to delete the users in a safe way with rtx-shredder and not directly from the db. Btw, about how many users we talk? We have NO performance problems with 30.000 active and a half a million inactive users.... Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Mon Nov 26 23:43:26 2007 Subject: Re: [rt-users] clean up user table Todd Chapman wrote: > Are you having preformance problems related to the users? If not why > clean it up? Do you like to play with fire? > Yes, I am. RT3 makes multiple queries per ticket displayed that join the very large principals and cachedgroupmembers tables. It causes tickets to display somewhat slowly. There's a small but notable delay with RT3 3.6.5 and Pg 8.1. The delay was intolerably long with some earlier minor revision of 3.6 and MySQL 5.0. I'm tired of running into these problems when I update some component of the system, and would like to prune out the tens of thousands of "user" records created by spam through the mail gateway. I'd be grateful for any help that the list can offer. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Tue Nov 27 04:07:13 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 27 Nov 2007 10:07:13 +0100 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> Message-ID: <1196154433.5790.24.camel@pcx4546.desy.de> Hello! I also want to see only real users in my DB, it is not about performance, but it would be nice number to show the management. On Di, 2007-11-27 at 09:42 +0100, Ham MI-ID, Torsten Brumm wrote: > Make sure to delete the users in a safe way with rtx-shredder and not > directly from the db. Btw, about how many users we talk? We have NO > performance problems with 30.000 active and a half a million inactive > users.... But rtx-shredder don't give you a simple way to delete all users without a ticket, so you have to combine the select statement from Gordon, and then call rtx-shredder best regards sven > > Torsten > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > > To: rt-users at lists.bestpractical.com > > Sent: Mon Nov 26 23:43:26 2007 > Subject: Re: [rt-users] clean up user table > > Todd Chapman wrote: > > Are you having preformance problems related to the users? If not why > > clean it up? Do you like to play with fire? > > > > Yes, I am. RT3 makes multiple queries per ticket displayed that join > the very large principals and cachedgroupmembers tables. It causes > tickets to display somewhat slowly. There's a small but notable delay > with RT3 3.6.5 and Pg 8.1. The delay was intolerably long with some > earlier minor revision of 3.6 and MySQL 5.0. > > I'm tired of running into these problems when I update some component > of > the system, and would like to prune out the tens of thousands of > "user" > records created by spam through the mail gateway. I'd be grateful for > any help that the list can offer. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jeanmichel.cazaux at eckoh.fr Tue Nov 27 04:25:12 2007 From: jeanmichel.cazaux at eckoh.fr (Jean-Michel Cazaux) Date: Tue, 27 Nov 2007 09:25:12 -0000 Subject: [rt-users] Comments to AdminCC even if they are Requestors In-Reply-To: <474B15BE.7060002@lbl.gov> References: <474B15BE.7060002@lbl.gov> Message-ID: Apologies everyone !!! I just realised we had a problem in our set up (one guy was missing from the adminCC and it is the one we used for the tests)... For the record, AdminCCs DO receive comments even if they are a requestor! Thanks again for the help, I will try to power up all brain cells before making a query next time. ________________________ Jean-Michel -- Jean-Michel Cazaux Head of Technology Eckoh UK Limited Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN T 08701 107129 F 08701 107107 M n/a W www.eckoh.com Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007 Winner, Innovation of the Year Award, Transport Innovations 2007 This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company. Registered in England and Wales, No. 2796531 Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN A member of the Eckoh Plc group of companies. From cshort at n6.com.au Tue Nov 27 04:31:57 2007 From: cshort at n6.com.au (Christopher Short) Date: Tue, 27 Nov 2007 01:31:57 -0800 Subject: [rt-users] Collapsing Ticket History / Quoted Emails Message-ID: <415AD65C134E3F4FA0B4D06C88D63F3007083B4498@EXVMBX015-3.exch015.msoutlookonline.net> I'm in the process of setting up RT at my company. It's the SOP for our support, and for our clients, to always reply to emails including the full email trail so that people know what you're talking about. As we will be using RT almost exclusively by email, I expect the Ticket histories to become massive, and presumably take ages to load. A while back there was a discussion about having a collapsable ticket history. http://www.gossamer-threads.com/lists/rt/users/66280 Did it ever get working in 3.6+ code? Is it now an official RT feature that can be turned on? (fingers crossed) Did it reduce the load time of the ticket history? Did the history load in collapsed state first? I can't strip out quoted sections of emails in case they contain something valuable. Christopher -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Tue Nov 27 04:42:46 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 27 Nov 2007 10:42:46 +0100 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <1196154433.5790.24.camel@pcx4546.desy.de> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <1196154433.5790.24.camel@pcx4546.desy.de> Message-ID: <1196156566.5790.30.camel@pcx4546.desy.de> oops! On Di, 2007-11-27 at 10:07 +0100, Sven Sternberger wrote: > But rtx-shredder don't give you a simple way to delete all > users without a ticket, so you have to combine the select > statement from Gordon, and then call rtx-shredder so Geordons sql statemaent is of course not correct (for most of us) we have a lot of valid users who never owned a ticket. So replace Ticket.owner with Transaction.creator, which gives us all users where we deleted their tickets via rtx-shredder. regards! sven From kellermg at potsdam.edu Tue Nov 27 09:00:09 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: 27 Nov 2007 09:00:09 -0500 Subject: [rt-users] RT3 failure after RH4 updates In-Reply-To: <013d01c83095$06b673e0$1f00a8c0@trusteddelivery.local> References: <013d01c83095$06b673e0$1f00a8c0@trusteddelivery.local> Message-ID: <1196172009.3754.22.camel@mlap> Make sure your Apache perl modules are up-to-date, in particular the perl-libapreq2 RPM On Tue, 2007-11-27 at 12:29 +1100, Stuart J. Browne wrote: > Hi, > > We're using RT 3.6.0 with mod_perl-2.0.2, and up until yesterday, it was > working fine. > > Updated apache and perl and a few other modules on a RHEL4 box and after > restarting apache, am getting 0-byte replies and these errors when accessing > RT: > > [Tue Nov 27 01:09:04 2007] [crit]: Can't locate object method "request" via > package "Apache" at /usr/lib/perl5/5.8.5/CGI.pm line 315. > (/opt/rt3/bin/webmux.pl:125) > > No other errors in the error log. > > I've tried back tracking it to figure out what's causing the issue, and it's > coming back to CGI.pm(315) calling: > > $self->r(Apache->request) unless $self->r; > > Verified that CGI.pm didn't change during the update. > > Simple command line test to check required packages passed without issue: > > perl -e 'require mod_perl; require Apache::Response; require > Apache::RequestRec; require Apache::RequestUtil; require APR::Pool' > > So, I'm at a bit of a loss as to why this is now fried. > > Short of reverting the updates, any ideas on where to look next would be > appreciated. > > Thanks > > Stuart > > Apache v-host: > > > ServerName rt. > DocumentRoot /opt/rt3/share/html > > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > AddDefaultCharset UTF-8 > > > > Versions: > > RT 3.6.0 > mod_perl-2.0.2 > > Subset of packages updated: > httpd-2.0.52-38.ent > perl-5.8.5-36.el4_5.2 > perl-Archive-Tar-1.30-1.el4 > perl-Compress-Zlib-1.42-1.el4 > perl-IO-Zlib-1.04-4.2.el4 > perl-Net-DNS-0.48-2.el4 > perl-TimeDate-1.16-5.el4 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From elacour at easter-eggs.com Tue Nov 27 09:49:35 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 27 Nov 2007 15:49:35 +0100 Subject: [rt-users] Hidding approvals tickets In-Reply-To: References: <20071102154944.GG3568@easter-eggs.com> Message-ID: <20071127144935.GP8141@easter-eggs.com> On Mon, Nov 05, 2007 at 08:44:21AM +0100, Torsten Brumm wrote: > Hi Emmanuel, > > try the following ideas. > > 1. After creating the "normal" Ticket this creates the approval ticket with > your scrip/template. Then create a second scrip which sets the "normal" > ticket to a new status (create a new status like "waiting") and don't add > this new status to the QuickSearch List, so no user is able to find this > ticket. Turn of in front the mail information about new tickets for this > queue, so no user is informed about a new ticket until its approved. > I used this way. Queue A: queue where tickets must be approved Queue B: queue for approvals of queue B - in queue A, a script which change status to 'waiting' on Ticket Create - in queue B, modify aprovals script so the status of ticket in A is changed to 'new' on approval, or 'rejected' on reject - in RT_SiteConfig.pm: added 'waiting' to InactiveStatus - modified Elements/SelectStatus no skip 'waiting' status It's not perfect as people can search for tickets in the queue and show 'waiting' tickets and work on it, but I think it's sufficient for me. You're second method is probably better but seems more complicate to do ;) Another thanks for your help. From elacour at easter-eggs.com Tue Nov 27 10:21:00 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 27 Nov 2007 16:21:00 +0100 Subject: [rt-users] Web and Encoding on RedHat EL5 Message-ID: <20071127152100.GQ8141@easter-eggs.com> Hi, I try to setup my RT on an ES5, all is working fine, except when I try to update fields (like queues descriptions) via the wen interface with non ascii chars. The result seems to be a mix of UTF-8 / ISO8859-1 :( Same setup worked on RH ES4. It's running with mod_perl2, DefaultCharset is ok in apache (UTF-8) database (Oracle 10g) is also ok (NLS_...). Inserting data via sqlplus makes no problems. Updating/reading queues description via a simple custom RT perl script is ok (output of reading via this perl script is ISO8859 like with another working RT instance). Just the web that is not working :( Maybe a probleme with Mason or mod_perl, but I cannot find what. FYI, accents in web pages (not from database) are ok. Any hint/help would be welcome ;) From gmessmer at u.washington.edu Tue Nov 27 11:21:51 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Tue, 27 Nov 2007 08:21:51 -0800 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> Message-ID: <474C441F.1080201@u.washington.edu> Ham MI-ID, Torsten Brumm wrote: > Hi, > Make sure to delete the users in a safe way with rtx-shredder and not > directly from the db. I'd prefer to, but as I said before, it doesn't work. The newest version of rtx-shredder has a User plugin that has a no_tickets option, but when I use that, it says that there's nothing to remove. > Btw, about how many users we talk? We have NO > performance problems with 30.000 active and a half a million inactive > users.... From my original message: CachedGroupMembers (254475 rows), GroupMembers (87456 rows), Groups (95138 rows), Principals (110714 rows), and Users (15574 rows) tables. It doesn't seem like much, but it is mighty slow. How do your tables compare? From gmessmer at u.washington.edu Tue Nov 27 11:27:24 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Tue, 27 Nov 2007 08:27:24 -0800 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <1196156566.5790.30.camel@pcx4546.desy.de> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <1196154433.5790.24.camel@pcx4546.desy.de> <1196156566.5790.30.camel@pcx4546.desy.de> Message-ID: <474C456C.6020907@u.washington.edu> Sven Sternberger wrote: > oops! > > On Di, 2007-11-27 at 10:07 +0100, Sven Sternberger wrote: >> But rtx-shredder don't give you a simple way to delete all >> users without a ticket, so you have to combine the select >> statement from Gordon, and then call rtx-shredder > > so Geordons sql statemaent is of course not correct > (for most of us) we have a lot of valid users who never > owned a ticket. > So replace Ticket.owner with Transaction.creator, > which gives us all users where we deleted > their tickets via rtx-shredder. Yep, I noticed that later. So far, the best I've got is this: SELECT users.id FROM users WHERE users.id NOT IN (SELECT users.id FROM users INNER JOIN principals ON users.id = principals.id LEFT JOIN tickets ON principals.id = tickets.Owner OR principals.id = tickets.creator WHERE Tickets.id IS NOT NULL); I still don't know how other relationships are tracked, like CCs? From ktm at rice.edu Tue Nov 27 11:29:09 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 27 Nov 2007 10:29:09 -0600 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <474C441F.1080201@u.washington.edu> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <474C441F.1080201@u.washington.edu> Message-ID: <20071127162909.GC1837@it.is.rice.edu> Here is our instance data, not slow at all: rt36=# select count(*) from CachedGroupMembers; count --------- 1163547 (1 row) rt36=# select count(*) from GroupMembers; count -------- 353086 (1 row) rt36=# select count(*) from Groups; count -------- 473803 (1 row) rt36=# select count(*) from Principals; count -------- 490777 (1 row) rt36=# select count(*) from Users; count ------- 16971 (1 row) Ken On Tue, Nov 27, 2007 at 08:21:51AM -0800, Gordon Messmer wrote: > Ham MI-ID, Torsten Brumm wrote: >> Hi, >> Make sure to delete the users in a safe way with rtx-shredder and not >> directly from the db. > > I'd prefer to, but as I said before, it doesn't work. The newest version > of rtx-shredder has a User plugin that has a no_tickets option, but when I > use that, it says that there's nothing to remove. > >> Btw, about how many users we talk? We have NO performance problems with >> 30.000 active and a half a million inactive users.... > > From my original message: CachedGroupMembers (254475 rows), GroupMembers > (87456 rows), Groups (95138 rows), Principals (110714 rows), and Users > (15574 rows) tables. > > It doesn't seem like much, but it is mighty slow. How do your tables > compare? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 > 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > From gmessmer at u.washington.edu Tue Nov 27 11:36:42 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Tue, 27 Nov 2007 08:36:42 -0800 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <20071127162909.GC1837@it.is.rice.edu> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <474C441F.1080201@u.washington.edu> <20071127162909.GC1837@it.is.rice.edu> Message-ID: <474C479A.2080308@u.washington.edu> Kenneth Marshall wrote: > Here is our instance data, not slow at all: I'm willing to consider that I'm looking in the wrong place... When you open a ticket, what's the "time to display" on your instance? Which DB are you using, and what tuning did you do to it? From ktm at rice.edu Tue Nov 27 11:57:45 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 27 Nov 2007 10:57:45 -0600 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <474C479A.2080308@u.washington.edu> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <474C441F.1080201@u.washington.edu> <20071127162909.GC1837@it.is.rice.edu> <474C479A.2080308@u.washington.edu> Message-ID: <20071127165745.GD1837@it.is.rice.edu> On Tue, Nov 27, 2007 at 08:36:42AM -0800, Gordon Messmer wrote: > Kenneth Marshall wrote: >> Here is our instance data, not slow at all: > > I'm willing to consider that I'm looking in the wrong place... When you > open a ticket, what's the "time to display" on your instance? Which DB are > you using, and what tuning did you do to it? > Gordon, The time to open and display a ticket varies based on the number of transactions involved, but typically takes on the order of 1-3s. A new ticket with a few updates will take about 1s and an older ticket with many updates takes 3-4s. We are using PostgreSQL 8.2 for the backend DB with the index patches from the mailing list posting. I did have to watch the logs for slow queries, to figure out where indexes were needed. That and keeping the session table cleaned is pretty much all that we need to do. From your description, it sounds like you are just missing an index or two. Once you find out what you need and add them, you will be fine. I can help with PostgreSQL but I do not have much experience with tuning MySQL. Regards, Ken From ruz at bestpractical.com Tue Nov 27 12:43:32 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 27 Nov 2007 20:43:32 +0300 Subject: [rt-users] clean up user table In-Reply-To: <474B3AAB.90104@u.washington.edu> References: <474B3AAB.90104@u.washington.edu> Message-ID: <589c94400711270943l2122d8bbs34a98da29158cff@mail.gmail.com> Try to combine no_tickets option with another option. On Nov 27, 2007 12:29 AM, Gordon Messmer wrote: > A while back I inherited an RT3 installation that used the mail gateway > without any filtering. For several years, the users manually "deleted" > tickets from their queues every day. Naturally, this let to some very > bloated tables in the SQL database. I was able to use RTx-Shredder to > remove all of the "deleted" tickets, which pruned the tickets, > attachments, and transactions tables. However, even with the newest > RTx-shredder and RT3, the "users" module won't help me delete users who > aren't associated with tickets. > > Under ideal conditions, RT3 performance is still acceptable, but I'm > tired of trying to match up the magical versions. 3.6.5 works with > MySQL 5.0, but whichever 3.6.x we used previously was awfully slow. > With MySQL 4.0, the older RT3 was quick. I'm currently running on > PostgreSQL 8.1, which is not quite as quick as MySQL 5.0 was, but > doesn't seem to need the "right" release of RT3 to work correctly. *BLAH* > > To restore sanity permanently, I need to clean out the > CachedGroupMembers (254475 rows), GroupMembers (87456 rows), Groups > (95138 rows), Principals (110714 rows), and Users (15574 rows) tables. > (ACLs, too?) > > I presume that people need to do this, and its been done before, but I > can't find instructions on how to do so. Is there something that I need > to fix in order to use RTx-Shredder? Is there a set of SQL commands > that will delete users who aren't associated with tickets? The farthest > I've yet come is this query, which gives me the list of users who don't > own tickets. However, it doesn't include users who opened existing > tickets, which it needs to, or other valid relations which should be > preserved: > > SELECT DISTINCT > users.id, > users.name, > users.password, > users.comments, > users.emailaddress, > users.realname > FROM users > INNER JOIN principals ON users.id = principals.id > LEFT JOIN tickets ON principals.id = tickets.Owner > WHERE Tickets.id IS NULL; > > Any suggestions? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From gmessmer at u.washington.edu Tue Nov 27 12:49:45 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Tue, 27 Nov 2007 09:49:45 -0800 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <20071127165745.GD1837@it.is.rice.edu> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <474C441F.1080201@u.washington.edu> <20071127162909.GC1837@it.is.rice.edu> <474C479A.2080308@u.washington.edu> <20071127165745.GD1837@it.is.rice.edu> Message-ID: <474C58B9.1080902@u.washington.edu> Kenneth Marshall wrote: > > The time to open and display a ticket varies based on the number > of transactions involved, but typically takes on the order of 1-3s. With RT3 3.6.5 and PG 8.1.9, I'm seeing newish tickets open in a little more than two seconds. I don't have numbers for MySQL 5, but I recall it being less than half a second. It was much longer than that with our slightly older rt3 on MySQL 5, and also much longer before we'd done vacuum analyse on postgres. ;) Yes, having seen the system behave much faster, I do think that >2 seconds is slow. > A new ticket with a few updates will take about 1s and an older > ticket with many updates takes 3-4s. We are using PostgreSQL 8.2 > for the backend DB with the index patches from the mailing list > posting. I did have to watch the logs for slow queries, to figure > out where indexes were needed. That and keeping the session table > cleaned is pretty much all that we need to do. From your description, > it sounds like you are just missing an index or two. Once you find > out what you need and add them, you will be fine. I can help with > PostgreSQL but I do not have much experience with tuning MySQL. After enabling the log, this is the single slowest query that I saw. 2007-11-27 09:39:53 PST rt3 - LOG: duration: 450.262 ms statement: SELECT main.* FROM ( SELECT main.id FROM GroupMembers main JOIN Groups Groups_1 ON ( Groups_1.id = main.GroupId ) WHERE (Groups_1.Domain = 'SystemInternal' OR Groups_1.Domain = 'UserDefined') AND (main.MemberId = '169133') GROUP BY main.id ORDER BY min(Groups_1.Domain) ASC, min(Groups_1.Name) ASC ) distinctquery, GroupMembers main WHERE (main.id = distinctquery.id) Where would I look for "index patches"? From mfuller at bandtel.com Tue Nov 27 13:06:35 2007 From: mfuller at bandtel.com (Mark Fuller) Date: Tue, 27 Nov 2007 13:06:35 -0500 Subject: [rt-users] take and resolve actions via email In-Reply-To: <6.2.1.2.2.20071126122605.02737040@mail.sdsu.edu> Message-ID: <008101c83120$4002f7f0$caa8a8c0@bandtel.local> Ok I am very new to this so I added $Ticket->_Set(Field => 'noemail', Value => 'yes', RecordTransaction => 0); Now how do I tell the correspondence to look for that. And also if I change the main script like that and I have the custom field set how do I get the filed to be blank or no so that all future correspondence will work. Again I am new to RT but we love it and are expanding it's use. I thought about command by email but the CTO is concerned as am I with security and this seems the safer way. Also we do want to comment via email Mark Fuller BandTel Engineering 603-528-6538 Option 2 603-528-6937 FAX -----Original Message----- From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Monday, November 26, 2007 4:27 PM To: Mark Fuller Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] take and resolve actions via email Hi Mark, I'm not sure how you could change a correspondence transaction to a comment. However... If I wanted to just change the way that email is sent (only AdminCcs getting an email), I'd add a custom field to the queue called "NoCorrespond" and then modify the Correspondence template used for the "On Correspond" scrip to include a check at the beginning to see if there is a "NoCorrespond" field and whether it has anything in it. If so, exit the template and don't send the email, otherwise proceed as usual. Then I'd have the scrip I gave you put something into the "NoCorrespond" custom field at the same time that it sets the owner and status. It's kind of clunky and there are probably more elegant solutions, but I think it would work. You might also want to make another scrip to send the mail to the AdminCc when the "NoCorrespond" field gets something assigned to it (by your other scrip), something like (I haven't tried this scrip, so it may need work): Condition: User Defined Action: Notify AdminCcs as Comment Template: Global template: Admin Comment Custom condtion: { ### True on state change to "NoCorrespond" my $Transaction = $self->TransactionObj; my $val = $Transaction->Type eq "CustomField" && $Transaction->Field eq "NoCorrespond" ; return $val; } Good luck! Gene At 12:00 PM 11/26/2007, Mark Fuller wrote: >Thanks Gene it works great but.. Is there a way to make it a comment so >only admin staff gets it > >Mark Fuller > >-----Original Message----- >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] >Sent: Monday, November 26, 2007 12:26 PM >To: Mark Fuller >Cc: rt-users at lists.bestpractical.com >Subject: RE: [rt-users] take and resolve actions via email > > >Hi Mark, > >Here's the scrip we use to resolve tickets via e-mail. > >In order to resolve a ticket this way, the e-mail must be from an >AdminCc for that queue and it must contain the word "Ok" on the first >line. > >Description: Resolved by e-mail >Condition: User Defined >Action: User Defined >Template: Global template: Blank >Stage: TransactionCreate > >Custom condition: >{ ### True if e-mail contains 'ok' - sets owner, resolves ticket > my $Transaction = $self->TransactionObj; > my $CreatorId = $Transaction->CreatorObj->Id; > my $Queue = $self->TicketObj->QueueObj; > my $val = $Transaction->Type eq 'Correspond' > && $Queue->IsAdminCc($CreatorId) > && $Transaction->Content =~ /\bok\s/i; > return $val; >} > >Custom action prep code: >return 1; > >Custom action cleanup code: >### Set Set owner to e-mail sender, status to 'resolved' >my $Ticket = $self->TicketObj; >my $Transaction = $self->TransactionObj; >my $CreatorId = $Transaction->CreatorObj->Id; >$Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); >$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction >=> 0); > >The 2 lines at the end of the cleanup code could also be: > $Ticket->SetOwner($CreatorId); > $Ticket->SetStatus('resolved'); >but I use _Set instead because I don't want to fire off any more >transactions when I resolve tickets this way. > >Regards, >Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From gmessmer at u.washington.edu Tue Nov 27 13:23:23 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Tue, 27 Nov 2007 10:23:23 -0800 Subject: [rt-users] clean up user table In-Reply-To: <589c94400711270943l2122d8bbs34a98da29158cff@mail.gmail.com> References: <474B3AAB.90104@u.washington.edu> <589c94400711270943l2122d8bbs34a98da29158cff@mail.gmail.com> Message-ID: <474C609B.908@u.washington.edu> Ruslan Zakirov wrote: > Try to combine no_tickets option with another option. Ah, I see. Now that you've pointed that out, I notice that "status=disabled" is used as a default filter. I missed that, previously. If I specify "status,any", I get many results. I'll give this a shot later on. Thanks very much. $ rtx-shredder --plugin 'Users=no_tickets,true;limit,20000;status,any;replace_relations,Nobody' From ktm at rice.edu Tue Nov 27 13:25:09 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 27 Nov 2007 12:25:09 -0600 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <474C58B9.1080902@u.washington.edu> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <474C441F.1080201@u.washington.edu> <20071127162909.GC1837@it.is.rice.edu> <474C479A.2080308@u.washington.edu> <20071127165745.GD1837@it.is.rice.edu> <474C58B9.1080902@u.washington.edu> Message-ID: <20071127182509.GI1837@it.is.rice.edu> On Tue, Nov 27, 2007 at 09:49:45AM -0800, Gordon Messmer wrote: > Kenneth Marshall wrote: >> The time to open and display a ticket varies based on the number >> of transactions involved, but typically takes on the order of 1-3s. > > With RT3 3.6.5 and PG 8.1.9, I'm seeing newish tickets open in a little > more than two seconds. I don't have numbers for MySQL 5, but I recall it > being less than half a second. It was much longer than that with our > slightly older rt3 on MySQL 5, and also much longer before we'd done vacuum > analyse on postgres. ;) > > Yes, having seen the system behave much faster, I do think that >2 seconds > is slow. > We are currently running 3.4.5pre1 and in most respects, the actual browser/RT-frontend are the hold ups, not the database backend. The RT 3.6.4 test instance was much faster in most areas. I cannot give you any timings because the web server that I was using is in the process of being upgraded to a newer release of the software. I do suspect that the MySQL query cache could help you eek out a few more fractions of a second in performance. Once we had the indexes adjusted for the slow queries, the biggest gain was in minimizing the information that needed to be rendered by the browser. For example, we pruned the list of transactions that are displayed by default. This easily provided a big speed increase for rendering, particularly as the tickets acquired updates. As a reference point, it takes my DB 230ms to return the query below uncached and 75-100ms once cached. >> A new ticket with a few updates will take about 1s and an older >> ticket with many updates takes 3-4s. We are using PostgreSQL 8.2 >> for the backend DB with the index patches from the mailing list >> posting. I did have to watch the logs for slow queries, to figure >> out where indexes were needed. That and keeping the session table >> cleaned is pretty much all that we need to do. From your description, >> it sounds like you are just missing an index or two. Once you find >> out what you need and add them, you will be fine. I can help with >> PostgreSQL but I do not have much experience with tuning MySQL. > > After enabling the log, this is the single slowest query that I saw. > > 2007-11-27 09:39:53 PST rt3 - LOG: duration: 450.262 ms statement: SELECT > main.* FROM ( SELECT main.id FROM GroupMembers main JOIN Groups Groups_1 > ON ( Groups_1.id = main.GroupId ) WHERE (Groups_1.Domain = > 'SystemInternal' OR Groups_1.Domain = 'UserDefined') AND (main.MemberId = > '169133') GROUP BY main.id ORDER BY min(Groups_1.Domain) ASC, > min(Groups_1.Name) ASC ) distinctquery, GroupMembers main WHERE (main.id = > distinctquery.id) > > Where would I look for "index patches"? I sent you our list of indexes. You can see how your setup compares and see if any of the missing ones help your performance. "EXPLAIN ANALYZE..." can give you detailed information about your query plans. Good luck with your pruning, but I suspect that that may not have much of an effect if your indexes are correct. Ken From asraikhn at gmail.com Tue Nov 27 15:02:16 2007 From: asraikhn at gmail.com (Asrai khn) Date: Wed, 28 Nov 2007 01:02:16 +0500 Subject: [rt-users] take and resolve actions via email In-Reply-To: <6.2.1.2.2.20071126081838.0273b5d0@mail.sdsu.edu> References: <5f0f8dba0711220655l2675050cp437cf7d279594113@mail.gmail.com> <6.2.1.2.2.20071126081838.0273b5d0@mail.sdsu.edu> Message-ID: <5f0f8dba0711271202m658f8538q1ec4587be8c4ecb3@mail.gmail.com> On Nov 26, 2007 9:28 PM, Gene LeDuc wrote: > > This doesn't answer your question about special features, but it does tell > you a way to do what you want to do. > > I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When > someone opens a ticket, I send out 2 e-mails. The first goes to the user > who opened it - they get login credentials so they can look at the > ticket. The second goes to the AdminCc list for the queue to notify them > that there's a new ticket in the queue. If a reply comes in for that > ticket, and the sender is one of the AdminCc, and the first line of the > e-mail is "Ok", then my scrip sets the ticket owner to the person who sent > the message and the status to resolved. Otherwise the message just gets > attached to the ticket. It would be simple to modify a scrip like that to > do a "take" as well. > > If you're interested in following this trail, let me know. Hi Gene Sure i was interesting and thanks for posting the script :) Btw being very new to RT i wonders where to put the script ? Thanks. Askar. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Tue Nov 27 15:49:59 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 27 Nov 2007 12:49:59 -0800 Subject: [rt-users] take and resolve actions via email In-Reply-To: <008101c83120$4002f7f0$caa8a8c0@bandtel.local> References: <6.2.1.2.2.20071126122605.02737040@mail.sdsu.edu> <008101c83120$4002f7f0$caa8a8c0@bandtel.local> Message-ID: <6.2.1.2.2.20071127105802.02761368@mail.sdsu.edu> Hi Mark (and Askar), After reviewing my previous advice, I've changed my mind. This should be a cleaner solution. 1. Don't mess with your templates. 2. I don't know whether _Set works with custom fields, so I'd use the following to set your CF in the scrip I sent you. The scrip should probably be a queue scrip, not global, unless you want to do this for all your queues: set_custom('noemail', "yes", 0); ### Sets custom field value ### Usage: set_custom($field_name, $field_value, $record_transaction) sub set_custom { my ($CFName, $CFValue, $record) = @_; $record = $record ? 1 : 0; my $cf = RT::CustomField->new($RT::SystemUser); my ($id,$msg) = $cf->LoadByName(Name=>$CFName,); if (!$id) { $RT::Logger->debug("Error loading custom field '$CFName'"); return undef; } ($id, $msg) = $Ticket->AddCustomFieldValue (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record); } 3. Modify your Global Scrips #6 ("On Correspond Notify Requestors and Ccs with template Correspondence") and #7 ("On Correspond Notify Other Recipients with template Correspondence") and a) change the Condition to User Defined; and b) put the following code in the Custom condition area of both scrips: { ### True when transaction is incoming email and CF 'noemail' is not set my $Transaction = $self->TransactionObj; my $Ticket = $self->TicketObj; my $val = $Transaction->Type eq "Correspond" && ! get_custom("noemail"); return $val; ### Returns custom field value ### get_custom($field_name) sub get_custom { my $target_name = $_[0]; my $val = $Ticket->FirstCustomFieldValue($target_name); return $val if defined $val; return undef; } } So you should have 2 scenarios now with incoming email. 1. Email is from AdminCc and contains trigger word(s) in first line. a) Your new scrip fires and sets the CF 'noemail' to 'yes', Owner to email sender, Status to resolved b) Global scrip #5 ("On Correspond Notify AdminCcs with template Admin Correspondence") fires and sends mail to AdminCcs c) Global scrips #6 and #7 do not fire because CF 'noemail' is set, so no mail is sent to anyone else 2. Email is not from AdminCc or does not contain trigger word(s) in first line: a) Your new scrip does not fire because both conditions are not met, so CF 'noemail' is not set b) Global scrip #5 fires c) Global scrips #6 and #7 fire because CF 'noemail' either doesn't exist or is not set Have fun! Regards, Gene At 10:06 AM 11/27/2007, Mark Fuller wrote: >Ok I am very new to this so I added > > > $Ticket->_Set(Field => 'noemail', Value => 'yes', RecordTransaction => 0); > >Now how do I tell the correspondence to look for that. And also if I change >the main script like that and I have the custom field set how do I get the >filed to be blank or no so that all future correspondence will work. > >Again I am new to RT but we love it and are expanding it's use. I thought >about command by email but the CTO is concerned as am I with security and >this seems the safer way. Also we do want to comment via email > >Mark Fuller > >BandTel Engineering > >603-528-6538 Option 2 > >603-528-6937 FAX > >-----Original Message----- >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] >Sent: Monday, November 26, 2007 4:27 PM >To: Mark Fuller >Cc: rt-users at lists.bestpractical.com >Subject: RE: [rt-users] take and resolve actions via email > >Hi Mark, > >I'm not sure how you could change a correspondence transaction to a >comment. However... > >If I wanted to just change the way that email is sent (only AdminCcs >getting an email), I'd add a custom field to the queue called >"NoCorrespond" and then modify the Correspondence template used for the "On >Correspond" scrip to include a check at the beginning to see if there is a >"NoCorrespond" field and whether it has anything in it. If so, exit the >template and don't send the email, otherwise proceed as usual. Then I'd >have the scrip I gave you put something into the "NoCorrespond" custom >field at the same time that it sets the owner and status. It's kind of >clunky and there are probably more elegant solutions, but I think it would >work. You might also want to make another scrip to send the mail to the >AdminCc when the "NoCorrespond" field gets something assigned to it (by >your other scrip), something like (I haven't tried this scrip, so it may >need work): > >Condition: User Defined >Action: Notify AdminCcs as Comment >Template: Global template: Admin Comment >Custom condtion: >{ ### True on state change to "NoCorrespond" > my $Transaction = $self->TransactionObj; > my $val = $Transaction->Type eq "CustomField" > && $Transaction->Field eq "NoCorrespond" > ; > return $val; >} > >Good luck! >Gene > >At 12:00 PM 11/26/2007, Mark Fuller wrote: > >Thanks Gene it works great but.. Is there a way to make it a comment so > >only admin staff gets it > > > >Mark Fuller > > > >-----Original Message----- > >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] > >Sent: Monday, November 26, 2007 12:26 PM > >To: Mark Fuller > >Cc: rt-users at lists.bestpractical.com > >Subject: RE: [rt-users] take and resolve actions via email > > > > > >Hi Mark, > > > >Here's the scrip we use to resolve tickets via e-mail. > > > >In order to resolve a ticket this way, the e-mail must be from an > >AdminCc for that queue and it must contain the word "Ok" on the first > >line. > > > >Description: Resolved by e-mail > >Condition: User Defined > >Action: User Defined > >Template: Global template: Blank > >Stage: TransactionCreate > > > >Custom condition: > >{ ### True if e-mail contains 'ok' - sets owner, resolves ticket > > my $Transaction = $self->TransactionObj; > > my $CreatorId = $Transaction->CreatorObj->Id; > > my $Queue = $self->TicketObj->QueueObj; > > my $val = $Transaction->Type eq 'Correspond' > > && $Queue->IsAdminCc($CreatorId) > > && $Transaction->Content =~ /\bok\s/i; > > return $val; > >} > > > >Custom action prep code: > >return 1; > > > >Custom action cleanup code: > >### Set Set owner to e-mail sender, status to 'resolved' > >my $Ticket = $self->TicketObj; > >my $Transaction = $self->TransactionObj; > >my $CreatorId = $Transaction->CreatorObj->Id; > >$Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); > >$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction > >=> 0); > > > >The 2 lines at the end of the cleanup code could also be: > > $Ticket->SetOwner($CreatorId); > > $Ticket->SetStatus('resolved'); > >but I use _Set instead because I don't want to fire off any more > >transactions when I resolve tickets this way. > > > >Regards, > >Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Tue Nov 27 16:33:50 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 27 Nov 2007 16:33:50 -0500 Subject: [rt-users] ticket announce email Message-ID: <474C8D3E.8040708@yahoo.com> I'm considering implementing a method of telling those that need to know when a ticket has been in our triage queue untouched for a predetermined amount of time (say, five minutes). I'd like to poll this queue and, if a ticket which meets these requirements exists, send an email out telling people to act on it. Has anyone done this before and if so, which method did you use? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From mfuller at bandtel.com Tue Nov 27 16:37:16 2007 From: mfuller at bandtel.com (Mark Fuller) Date: Tue, 27 Nov 2007 16:37:16 -0500 Subject: [rt-users] take and resolve actions via email In-Reply-To: <6.2.1.2.2.20071127105802.02761368@mail.sdsu.edu> Message-ID: <00c401c8313d$afef49c0$caa8a8c0@bandtel.local> So to be a pain but ran into an issue after setting up and testing. >Custom condition: >{ ### True if e-mail contains 'ok' - sets owner, resolves ticket > my $Transaction = $self->TransactionObj; > my $CreatorId = $Transaction->CreatorObj->Id; > my $Queue = $self->TicketObj->QueueObj; > my $val = $Transaction->Type eq 'Correspond' > && $Queue->IsAdminCc($CreatorId) > && $Transaction->Content =~ /\bok\s/i; > return $val; >} I have a group of level 1 techs that do not have a unique logon since it is an ever changing group of folks. is there a way that I can do this based on the domain name of there email and set it to a specified user? something like %@foo.com = creatorid 21 Also I found a way at least for my setup to get it to not send emails to requestors. We send the message to the comment address and I changed it to be Custom condition: { ### True if e-mail contains 'ok' - sets owner, resolves ticket my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; my $Queue = $self->TicketObj->QueueObj; my $val = $Transaction->Type eq 'Comment' && $Queue->IsAdminCc($CreatorId) && $Transaction->Content =~ /\bok\s/i; return $val; } and that works perfect for my level 2 and 3 support groups Mark Fuller BandTel Engineering 603-528-6538 Option 2 603-528-6937 FAX -----Original Message----- From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Tuesday, November 27, 2007 3:50 PM To: Mark Fuller; Asrai khn Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] take and resolve actions via email Hi Mark (and Askar), After reviewing my previous advice, I've changed my mind. This should be a cleaner solution. 1. Don't mess with your templates. 2. I don't know whether _Set works with custom fields, so I'd use the following to set your CF in the scrip I sent you. The scrip should probably be a queue scrip, not global, unless you want to do this for all your queues: set_custom('noemail', "yes", 0); ### Sets custom field value ### Usage: set_custom($field_name, $field_value, $record_transaction) sub set_custom { my ($CFName, $CFValue, $record) = @_; $record = $record ? 1 : 0; my $cf = RT::CustomField->new($RT::SystemUser); my ($id,$msg) = $cf->LoadByName(Name=>$CFName,); if (!$id) { $RT::Logger->debug("Error loading custom field '$CFName'"); return undef; } ($id, $msg) = $Ticket->AddCustomFieldValue (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record); } 3. Modify your Global Scrips #6 ("On Correspond Notify Requestors and Ccs with template Correspondence") and #7 ("On Correspond Notify Other Recipients with template Correspondence") and a) change the Condition to User Defined; and b) put the following code in the Custom condition area of both scrips: { ### True when transaction is incoming email and CF 'noemail' is not set my $Transaction = $self->TransactionObj; my $Ticket = $self->TicketObj; my $val = $Transaction->Type eq "Correspond" && ! get_custom("noemail"); return $val; ### Returns custom field value ### get_custom($field_name) sub get_custom { my $target_name = $_[0]; my $val = $Ticket->FirstCustomFieldValue($target_name); return $val if defined $val; return undef; } } So you should have 2 scenarios now with incoming email. 1. Email is from AdminCc and contains trigger word(s) in first line. a) Your new scrip fires and sets the CF 'noemail' to 'yes', Owner to email sender, Status to resolved b) Global scrip #5 ("On Correspond Notify AdminCcs with template Admin Correspondence") fires and sends mail to AdminCcs c) Global scrips #6 and #7 do not fire because CF 'noemail' is set, so no mail is sent to anyone else 2. Email is not from AdminCc or does not contain trigger word(s) in first line: a) Your new scrip does not fire because both conditions are not met, so CF 'noemail' is not set b) Global scrip #5 fires c) Global scrips #6 and #7 fire because CF 'noemail' either doesn't exist or is not set Have fun! Regards, Gene At 10:06 AM 11/27/2007, Mark Fuller wrote: Ok I am very new to this so I added $Ticket->_Set(Field => 'noemail', Value => 'yes', RecordTransaction => 0); Now how do I tell the correspondence to look for that. And also if I change the main script like that and I have the custom field set how do I get the filed to be blank or no so that all future correspondence will work. Again I am new to RT but we love it and are expanding it's use. I thought about command by email but the CTO is concerned as am I with security and this seems the safer way. Also we do want to comment via email Mark Fuller BandTel Engineering 603-528-6538 Option 2 603-528-6937 FAX -----Original Message----- From: Gene LeDuc [ mailto:gleduc at mail.sdsu.edu] Sent: Monday, November 26, 2007 4:27 PM To: Mark Fuller Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] take and resolve actions via email Hi Mark, I'm not sure how you could change a correspondence transaction to a comment. However... If I wanted to just change the way that email is sent (only AdminCcs getting an email), I'd add a custom field to the queue called "NoCorrespond" and then modify the Correspondence template used for the "On Correspond" scrip to include a check at the beginning to see if there is a "NoCorrespond" field and whether it has anything in it. If so, exit the template and don't send the email, otherwise proceed as usual. Then I'd have the scrip I gave you put something into the "NoCorrespond" custom field at the same time that it sets the owner and status. It's kind of clunky and there are probably more elegant solutions, but I think it would work. You might also want to make another scrip to send the mail to the AdminCc when the "NoCorrespond" field gets something assigned to it (by your other scrip), something like (I haven't tried this scrip, so it may need work): Condition: User Defined Action: Notify AdminCcs as Comment Template: Global template: Admin Comment Custom condtion: { ### True on state change to "NoCorrespond" my $Transaction = $self->TransactionObj; my $val = $Transaction->Type eq "CustomField" && $Transaction->Field eq "NoCorrespond" ; return $val; } Good luck! Gene At 12:00 PM 11/26/2007, Mark Fuller wrote: >Thanks Gene it works great but.. Is there a way to make it a comment so >only admin staff gets it > >Mark Fuller > >-----Original Message----- >From: Gene LeDuc [ mailto:gleduc at mail.sdsu.edu] >Sent: Monday, November 26, 2007 12:26 PM >To: Mark Fuller >Cc: rt-users at lists.bestpractical.com >Subject: RE: [rt-users] take and resolve actions via email > > >Hi Mark, > >Here's the scrip we use to resolve tickets via e-mail. > >In order to resolve a ticket this way, the e-mail must be from an >AdminCc for that queue and it must contain the word "Ok" on the first >line. > >Description: Resolved by e-mail >Condition: User Defined >Action: User Defined >Template: Global template: Blank >Stage: TransactionCreate > >Custom condition: >{ ### True if e-mail contains 'ok' - sets owner, resolves ticket > my $Transaction = $self->TransactionObj; > my $CreatorId = $Transaction->CreatorObj->Id; > my $Queue = $self->TicketObj->QueueObj; > my $val = $Transaction->Type eq 'Correspond' > && $Queue->IsAdminCc($CreatorId) > && $Transaction->Content =~ /\bok\s/i; > return $val; >} > >Custom action prep code: >return 1; > >Custom action cleanup code: >### Set Set owner to e-mail sender, status to 'resolved' >my $Ticket = $self->TicketObj; >my $Transaction = $self->TransactionObj; >my $CreatorId = $Transaction->CreatorObj->Id; >$Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); >$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction >=> 0); > >The 2 lines at the end of the cleanup code could also be: > $Ticket->SetOwner($CreatorId); > $Ticket->SetStatus('resolved'); >but I use _Set instead because I don't want to fire off any more >transactions when I resolve tickets this way. > >Regards, >Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Tue Nov 27 17:01:31 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 27 Nov 2007 14:01:31 -0800 Subject: [rt-users] ticket announce email In-Reply-To: <474C8D3E.8040708@yahoo.com> References: <474C8D3E.8040708@yahoo.com> Message-ID: <6.2.1.2.2.20071127135241.02740460@mail.sdsu.edu> I do it using days, not minutes, but the concept is the same. Try using a cron job that runs every 2 minutes. The perl API makes it easy to read ticket values, so it would be pretty straightforward to compare Updated to now() and send an e-mail if the difference is > 5min. It's possible this way to have a ticket languish for up to 6 minutes, but you could run the cron every minute if it's that critical. Regards, Gene At 01:33 PM 11/27/2007, Mathew Snyder wrote: >I'm considering implementing a method of telling those that need to know >when a >ticket has been in our triage queue untouched for a predetermined amount >of time >(say, five minutes). I'd like to poll this queue and, if a ticket which meets >these requirements exists, send an email out telling people to act on it. > >Has anyone done this before and if so, which method did you use? -- Gene LeDuc, GSEC Security Analyst San Diego State University From gleduc at mail.sdsu.edu Tue Nov 27 17:13:22 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 27 Nov 2007 14:13:22 -0800 Subject: [rt-users] take and resolve actions via email In-Reply-To: <00c401c8313d$afef49c0$caa8a8c0@bandtel.local> References: <6.2.1.2.2.20071127105802.02761368@mail.sdsu.edu> <00c401c8313d$afef49c0$caa8a8c0@bandtel.local> Message-ID: <6.2.1.2.2.20071127140312.0273d6c0@mail.sdsu.edu> I think you could make these changes in the scrip: { ### True if e-mail contains 'ok' - sets owner, resolves ticket my $Transaction = $self->TransactionObj; my $CreatorMail = $Transaction->CreatorObj->EmailAddress(); my $val = $Transaction->Type eq 'Correspond' && $CreatorIdMail =~ /\@foo\.com/i && $Transaction->Content =~ /\bok\s/i; return $val; } At 01:37 PM 11/27/2007, Mark Fuller wrote: >So to be a pain but ran into an issue after setting up and testing. > > >Custom condition: > >{ ### True if e-mail contains 'ok' - sets owner, resolves ticket > > my $Transaction = $self->TransactionObj; > > my $CreatorId = $Transaction->CreatorObj->Id; > > my $Queue = $self->TicketObj->QueueObj; > > my $val = $Transaction->Type eq 'Correspond' > > && $Queue->IsAdminCc($CreatorId) > > && $Transaction->Content =~ /\bok\s/i; > > return $val; > >} > >I have a group of level 1 techs that do not have a unique logon since it >is an ever changing group of folks. is there a way that I can do this >based on the domain name of there email and set it to a specified user? > > >something like > >%@foo.com = creatorid 21 > >Also I found a way at least for my setup to get it to not send emails to >requestors. We send the message to the comment address and I changed it to be > > >Custom condition: >{ ### True if e-mail contains 'ok' - sets owner, resolves ticket > my $Transaction = $self->TransactionObj; > my $CreatorId = $Transaction->CreatorObj->Id; > my $Queue = $self->TicketObj->QueueObj; > my $val = $Transaction->Type eq 'Comment' > && $Queue->IsAdminCc($CreatorId) > && $Transaction->Content =~ /\bok\s/i; > return $val; >} > >and that works perfect for my level 2 and 3 support groups > > > >Mark Fuller"urn:schemas-microsoft-com:office:office" /> > >BandTel Engineering > >603-528-6538 Option 2 > >603-528-6937 FAX > > >-----Original Message----- >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] >Sent: Tuesday, November 27, 2007 3:50 PM >To: Mark Fuller; Asrai khn >Cc: rt-users at lists.bestpractical.com >Subject: RE: [rt-users] take and resolve actions via email > >Hi Mark (and Askar), > >After reviewing my previous advice, I've changed my mind. This should be >a cleaner solution. > >1. Don't mess with your templates. > >2. I don't know whether _Set works with custom fields, so I'd use the >following to set your CF in the scrip I sent you. The scrip should >probably be a queue scrip, not global, unless you want to do this for all >your queues: >set_custom('noemail', "yes", 0); >### Sets custom field value >### Usage: set_custom($field_name, $field_value, $record_transaction) >sub set_custom { > my ($CFName, $CFValue, $record) = @_; > $record = $record ? 1 : 0; > my $cf = RT::CustomField->new($RT::SystemUser); > my ($id,$msg) = $cf->LoadByName(Name=>$CFName,); > if (!$id) { > $RT::Logger->debug("Error loading custom field '$CFName'"); > return undef; > } > ($id, $msg) = $Ticket->AddCustomFieldValue > (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record); >} > >3. Modify your Global Scrips #6 ("On Correspond Notify Requestors and Ccs >with template Correspondence") and #7 ("On Correspond Notify Other >Recipients with template Correspondence") and > a) change the Condition to User Defined; and > b) put the following code in the Custom condition area of both scrips: >{ ### True when transaction is incoming email and CF 'noemail' is not set > my $Transaction = $self->TransactionObj; > my $Ticket = $self->TicketObj; > my $val = $Transaction->Type eq "Correspond" > && ! get_custom("noemail"); > return $val; > > ### Returns custom field value > ### get_custom($field_name) > sub get_custom { > my $target_name = $_[0]; > my $val = $Ticket->FirstCustomFieldValue($target_name); > return $val if defined $val; > return undef; > } >} > >So you should have 2 scenarios now with incoming email. >1. Email is from AdminCc and contains trigger word(s) in first line. > a) Your new scrip fires and sets the CF 'noemail' to 'yes', Owner to > email sender, Status to resolved > b) Global scrip #5 ("On Correspond Notify AdminCcs with template Admin > Correspondence") fires and sends mail to AdminCcs > c) Global scrips #6 and #7 do not fire because CF 'noemail' is set, so > no mail is sent to anyone else > >2. Email is not from AdminCc or does not contain trigger word(s) in first >line: > a) Your new scrip does not fire because both conditions are not met, so > CF 'noemail' is not set > b) Global scrip #5 fires > c) Global scrips #6 and #7 fire because CF 'noemail' either doesn't > exist or is not set > >Have fun! > >Regards, >Gene > >At 10:06 AM 11/27/2007, Mark Fuller wrote: >>Ok I am very new to this so I added >> >> >> $Ticket->_Set(Field => 'noemail', Value => 'yes', RecordTransaction => 0); >> >>Now how do I tell the correspondence to look for that. And also if I change >>the main script like that and I have the custom field set how do I get the >>filed to be blank or no so that all future correspondence will work. >> >>Again I am new to RT but we love it and are expanding it's use. I thought >>about command by email but the CTO is concerned as am I with security and >>this seems the safer way. Also we do want to comment via email >> >>Mark Fuller >> >>BandTel Engineering >> >>603-528-6538 Option 2 >> >>603-528-6937 FAX >> >>-----Original Message----- >>From: Gene LeDuc [ mailto:gleduc at mail.sdsu.edu] >>Sent: Monday, November 26, 2007 4:27 PM >>To: Mark Fuller >>Cc: rt-users at lists.bestpractical.com >>Subject: RE: [rt-users] take and resolve actions via email >> >>Hi Mark, >> >>I'm not sure how you could change a correspondence transaction to a >>comment. However... >> >>If I wanted to just change the way that email is sent (only AdminCcs >>getting an email), I'd add a custom field to the queue called >>"NoCorrespond" and then modify the Correspondence template used for the "On >>Correspond" scrip to include a check at the beginning to see if there is a >>"NoCorrespond" field and whether it has anything in it. If so, exit the >>template and don't send the email, otherwise proceed as usual. Then I'd >>have the scrip I gave you put something into the "NoCorrespond" custom >>field at the same time that it sets the owner and status. It's kind of >>clunky and there are probably more elegant solutions, but I think it would >>work. You might also want to make another scrip to send the mail to the >>AdminCc when the "NoCorrespond" field gets something assigned to it (by >>your other scrip), something like (I haven't tried this scrip, so it may >>need work): >> >>Condition: User Defined >>Action: Notify AdminCcs as Comment >>Template: Global template: Admin Comment >>Custom condtion: >>{ ### True on state change to "NoCorrespond" >> my $Transaction = $self->TransactionObj; >> my $val = $Transaction->Type eq "CustomField" >> && $Transaction->Field eq "NoCorrespond" >> ; >> return $val; >>} >> >>Good luck! >>Gene >> >>At 12:00 PM 11/26/2007, Mark Fuller wrote: >> >Thanks Gene it works great but.. Is there a way to make it a comment so >> >only admin staff gets it >> > >> >Mark Fuller >> > >> >-----Original Message----- >> >From: Gene LeDuc [ mailto:gleduc at mail.sdsu.edu] >> >Sent: Monday, November 26, 2007 12:26 PM >> >To: Mark Fuller >> >Cc: rt-users at lists.bestpractical.com >> >Subject: RE: [rt-users] take and resolve actions via email >> > >> > >> >Hi Mark, >> > >> >Here's the scrip we use to resolve tickets via e-mail. >> > >> >In order to resolve a ticket this way, the e-mail must be from an >> >AdminCc for that queue and it must contain the word "Ok" on the first >> >line. >> > >> >Description: Resolved by e-mail >> >Condition: User Defined >> >Action: User Defined >> >Template: Global template: Blank >> >Stage: TransactionCreate >> > >> >Custom condition: >> >{ ### True if e-mail contains 'ok' - sets owner, resolves ticket >> > my $Transaction = $self->TransactionObj; >> > my $CreatorId = $Transaction->CreatorObj->Id; >> > my $Queue = $self->TicketObj->QueueObj; >> > my $val = $Transaction->Type eq 'Correspond' >> > && $Queue->IsAdminCc($CreatorId) >> > && $Transaction->Content =~ /\bok\s/i; >> > return $val; >> >} >> > >> >Custom action prep code: >> >return 1; >> > >> >Custom action cleanup code: >> >### Set Set owner to e-mail sender, status to 'resolved' >> >my $Ticket = $self->TicketObj; >> >my $Transaction = $self->TransactionObj; >> >my $CreatorId = $Transaction->CreatorObj->Id; >> >$Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); >> >$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction >> >=> 0); >> > >> >The 2 lines at the end of the cleanup code could also be: >> > $Ticket->SetOwner($CreatorId); >> > $Ticket->SetStatus('resolved'); >> >but I use _Set instead because I don't want to fire off any more >> >transactions when I resolve tickets this way. >> > >> >Regards, >> >Gene > > >-- >Gene LeDuc, GSEC >Security Analyst >San Diego State University -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From sjbrowne at bluebottle.com Tue Nov 27 18:23:05 2007 From: sjbrowne at bluebottle.com (Stuart J. Browne) Date: Wed, 28 Nov 2007 10:23:05 +1100 Subject: [rt-users] RT3 failure after RH4 updates In-Reply-To: <1196172009.3754.22.camel@mlap> References: <013d01c83095$06b673e0$1f00a8c0@trusteddelivery.local> <1196172009.3754.22.camel@mlap> Message-ID: <01a001c8314c$79f78800$1f00a8c0@trusteddelivery.local> > -----Original Message----- > From: Matthew Keller [mailto:kellermg at potsdam.edu] > Sent: Wednesday, November 28, 2007 1:00 AM > To: Stuart J. Browne > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT3 failure after RH4 updates > > > We're using RT 3.6.0 with mod_perl-2.0.2, and up until > > yesterday, it was working fine. > > Make sure your Apache perl modules are up-to-date, in particular the > perl-libapreq2 RPM Never had that package installed. .. And as a follow-up, I found the package and installed it, still getting the same error .. Stuart From gentgeen at linuxmail.org Tue Nov 27 20:23:24 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Tue, 27 Nov 2007 20:23:24 -0500 Subject: [rt-users] ticket announce email In-Reply-To: <474C8D3E.8040708@yahoo.com> References: <474C8D3E.8040708@yahoo.com> Message-ID: <20071127202324.1a5592c5@localhost.localdomain> I too do it on a daily basis... but I used the rt-remind script. http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ they have a few scripts, and I use them all on my 3.6 box. On Tue, 27 Nov 2007 16:33:50 -0500 Mathew Snyder wrote: > I'm considering implementing a method of telling those that need to know when a > ticket has been in our triage queue untouched for a predetermined amount of time > (say, five minutes). I'd like to poll this queue and, if a ticket which meets > these requirements exists, send an email out telling people to act on it. > > Has anyone done this before and if so, which method did you use? > -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From sjbrowne at bluebottle.com Tue Nov 27 21:53:15 2007 From: sjbrowne at bluebottle.com (Stuart J. Browne) Date: Wed, 28 Nov 2007 13:53:15 +1100 Subject: [rt-users] RT3 failure after RH4 updates -- SOLVED In-Reply-To: <01a001c8314c$79f78800$1f00a8c0@trusteddelivery.local> References: <013d01c83095$06b673e0$1f00a8c0@trusteddelivery.local><1196172009.3754.22.camel@mlap> <01a001c8314c$79f78800$1f00a8c0@trusteddelivery.local> Message-ID: <01a101c83169$d5d2d3b0$1f00a8c0@trusteddelivery.local> > > > We're using RT 3.6.0 with mod_perl-2.0.2, and up until > > > yesterday, it was working fine. > > > > Make sure your Apache perl modules are up-to-date, in > > particular the perl-libapreq2 RPM > > Never had that package installed. > > ... And as a follow-up, I found the package and installed it, > still getting the same error .. Was completely unrelated to this. After trying this, I downgraded all the packages to their pre-update versions, and tried it all again. It all failed, this time failing to find the 'content_type' method of 'Apache2::RequestRec'. So I went hunting. After muddling through the Wiki, and not really finding anything suitable there, I went back to reading the mod_perl2 documentation, and came across 'mod_perl 2.0 renaming' (http://perl.apache.org/docs/2.0/rename.html). At the bottom of the article, it mentions this: "* In a script or module, replace Apache->request() by Apache2::RequestUtil->request() and Apache->server() by Apache2::ServerUtil->server()." Having trawled through 'CGI.pm' yesterday, I noticed that this wasn't what was happening after the update(s). Even though the latest RHEL4 updates upgrades Perl to a different sub-build within RH's source tree (5.8.5-36.el4_5.2 as against what we were using, 5.8.5-36.RHEL4), this of course replaces the version of 'CGI.pm' that's in use with their distributed one, an old v3.05. CGI.pm -> 3.05 (as distributed with the EL4 'perl' RPM): 314: if ($MOD_PERL) { 315: $self->r(Apache->request) unless $self->r; 316: my $r = $self->r; 317: if ($MOD_PERL == 1) { 318: $r->register_cleanup(\&CGI::_reset_globals); 319: } 320: else { 321: # XXX: once we have the new API 322: # will do a real PerlOptions -SetupEnv check 323: $r->subprocess_env unless exists $ENV{REQUEST_METHOD}; 324: $r->pool->cleanup_register(\&CGI::_reset_globals); 325: } 326: undef $NPH; 327: } In newer versions of CGI.pm (3.29 in this case), it looks like this: 350: if ($MOD_PERL) { 351: if ($MOD_PERL == 1) { 352: $self->r(Apache->request) unless $self->r; 353: my $r = $self->r; 354: $r->register_cleanup(\&CGI::_reset_globals); 355: } 356: else { 357: # XXX: once we have the new API 358: # will do a real PerlOptions -SetupEnv check 359: $self->r(Apache2::RequestUtil->request) unless $self->r; 360: my $r = $self->r; 361: $r->subprocess_env unless exists $ENV{REQUEST_METHOD}; 362: $r->pool->cleanup_register(\&CGI::_reset_globals); 363: } 364: undef $NPH; 365: } It seems somewhere in the past, I upgraded 'CGI.pm' (and associated other pieces) to a newer mod_perl2 happy version, and didn't write it down in an obvious place. Anyway, thanks to all who read this thead. Stuart Browne From cnelson at nighthawkrad.net Tue Nov 27 22:06:30 2007 From: cnelson at nighthawkrad.net (Chris Nelson) Date: Tue, 27 Nov 2007 19:06:30 -0800 Subject: [rt-users] Merged tickets very slow In-Reply-To: <3AFD20617C0243AF986F5B02DB27EAAF@VistaPC> References: <3AFD20617C0243AF986F5B02DB27EAAF@VistaPC> Message-ID: <474CDB36.4030001@nighthawkrad.net> We had this issue before. Are you using PostGres as your database? We found that once we vacuumed the database, it resolved the issue. Daniel Jennings wrote: > The issue isn't really the output, its the 30 to 40 seconds it takes to load > the ticket. I guess though it maybe nice not to see it fill up the log all > the itme. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris > Lytochkin > Sent: 24 November 2007 09:05 > To: rt-users-request at lists.bestpractical.com > Subject: Re: [rt-users] Merged tickets very slow > > I have seen them a lot too, even created small patch to mute them away: > > >> grep -i merged /rt/etc/RT_SiteConfig.pm >> > Set($MuteWeFoundMergedTicket, "1"); > > > >>> Hi, >>> >>> We have an issue with merged tickets taking a very long time to load, >>> up to 30 seconds. The sub TicketOverloay::Load is called a lot, >>> logging 6000 lines of 'found merged ticket'. >>> >>> Is this just how it works or is there a problem here? >>> >> That sounds like a problem. I haven't seen that before. >> > > _____________ > Boris Lytochkin, > JSC e-port, Moscow > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From konstantinn at parallels.com Wed Nov 28 06:13:29 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Wed, 28 Nov 2007 14:13:29 +0300 Subject: [rt-users] Ticket Transactions get lost on the way to WebUI In-Reply-To: <20071120171152.GX1301@bestpractical.com> References: <20071119143824.GI25399@bestpractical.com> <20071120162930.GR1301@bestpractical.com> <20071120171152.GX1301@bestpractical.com> Message-ID: Hello Jesse! You were right: upgrading from 3.6.1 to 3.6.5 and removing the Quoted.pm module seems to have solved the issue of the 'lost transactions' Thank you and Torsten very much for the investigation and the solution! Hope this thread will help anyone who encounters this rare bug. Sincerely, Kostya -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, November 20, 2007 8:12 PM To: Konstantin Naryzhniy Cc: Jesse Vincent; Torsten Brumm; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ticket Transactions get lost on the way to WebUI > Hello Jesse, > Did that - apache won't start with the error: What version of RT? 3.6.3 or so and newer should have it as an optional dependency. > > [Tue Nov 20 11:40:33 2007] [error] Can't locate Text/Quoted.pm in @INC > (@INC ...) at /work/opt/rt3/lib/RT/Interface/Web/Handler.pm line > 56.\nBEGIN failed--compilation aborted at > /work/opt/rt3/lib/RT/Interface/Web/Handler.pm line 56.\nCompilation > failed in require at /work/opt/rt3/bin/webmux.pl line 87.\nBEGIN > failed--compilation aborted at /work/opt/rt3/bin/webmux.pl line > 87.\nCompilation failed in require at (eval 8) line 1.\n > Syntax error on line 13 of /usr/local/apache/conf/rt.conf: > > > I reinstalled Text::Quoted from CPAN - same issue. Probably I've missed > something here? > > Thanks again, > Kostya > > > -- From terence at deeproot.co.in Wed Nov 28 09:23:12 2007 From: terence at deeproot.co.in (Terence Monteiro) Date: Wed, 28 Nov 2007 19:53:12 +0530 Subject: [rt-users] Charts for custom field search Message-ID: <20071128195312.16996d45@teribox.holyfamily.in> Hello, I'm having trouble trying to get a bar chart to show for tickets which have a specific value for a custom field. As per the TicketSQL wiki on bestpratical.com, I'd edited the condition in the "Advanced" area to use CustomField.My_Custom_Fieldname = 'My Value' and then performed the search. As expected, I got a list of tickets which had the given value for the given custom field. However, when I attempted to view the bar chart for the resultant data, giving CreatedDaily as group by condition, I get just a blank chart. I'm using RT 3.6.4. My custom field has an '_' in it. Is that the cause? Does RT 7 have chart support for custom fields? -- Thanks and Regards, Terence Monteiro. DeepRoot Linux, Ph: +91 (80) 4112 4784 / 85. From elacour at easter-eggs.com Wed Nov 28 09:41:27 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 28 Nov 2007 15:41:27 +0100 Subject: [rt-users] Charts for custom field search In-Reply-To: <20071128195312.16996d45@teribox.holyfamily.in> References: <20071128195312.16996d45@teribox.holyfamily.in> Message-ID: <20071128144126.GN2906@easter-eggs.com> On Wed, Nov 28, 2007 at 07:53:12PM +0530, Terence Monteiro wrote: > Hello, > > I'm having trouble trying to get a bar chart to show for tickets which > have a specific value for a custom field. As per the TicketSQL wiki on > bestpratical.com, I'd edited the condition in the "Advanced" area to use > CustomField.My_Custom_Fieldname = 'My Value' and then performed the search. > > As expected, I got a list of tickets which had the given value for the > given custom field. However, when I attempted to view the bar chart for the > resultant data, giving CreatedDaily as group by condition, I get just a blank > chart. I'm using RT 3.6.4. > > My custom field has an '_' in it. Is that the cause? Does RT 7 have chart > support for custom fields? > What kind of Database? If Oracle, DBIx::SearchBuilder 1.50 fixes this. -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From terence at deeproot.co.in Wed Nov 28 10:11:27 2007 From: terence at deeproot.co.in (Terence Monteiro) Date: Wed, 28 Nov 2007 20:41:27 +0530 Subject: [rt-users] Charts for custom field search In-Reply-To: <20071128144126.GN2906@easter-eggs.com> References: <20071128195312.16996d45@teribox.holyfamily.in> <20071128144126.GN2906@easter-eggs.com> Message-ID: <20071128204127.6de46f2e@teribox.holyfamily.in> Hi Emmanuel, On Wed, 28 Nov 2007 15:41:27 +0100 Emmanuel Lacour wrote: > On Wed, Nov 28, 2007 at 07:53:12PM +0530, Terence Monteiro wrote: > > Hello, > > > > I'm having trouble trying to get a bar chart to show for tickets which > > have a specific value for a custom field. As per the TicketSQL wiki on > > bestpratical.com, I'd edited the condition in the "Advanced" area to use > > CustomField.My_Custom_Fieldname = 'My Value' and then performed the search. > > > > As expected, I got a list of tickets which had the given value for the > > given custom field. However, when I attempted to view the bar chart for the > > resultant data, giving CreatedDaily as group by condition, I get just a blank > > chart. I'm using RT 3.6.4. > > > > My custom field has an '_' in it. Is that the cause? Does RT 7 have chart > > support for custom fields? > > What kind of Database? > I'm running debian etch and using mysql 5.0.41-Debian_1. > If Oracle, DBIx::SearchBuilder 1.50 fixes this. > -- Thanks and Regards, Terence Monteiro. DeepRoot Linux, Ph: +91 (80) 4112 4784 / 85. From tariq.doukkali at autoform.de Wed Nov 28 11:17:59 2007 From: tariq.doukkali at autoform.de (tariq.doukkali) Date: Wed, 28 Nov 2007 17:17:59 +0100 Subject: [rt-users] How to Configure RT_MAILGATE with MS Exchange 2007 Message-ID: <474D94B7.7020908@autoform.de> Hi, how can I configure RT_Mailgate with MS Exchage 2007 ??? best regards, Tariq -- ========================================================================== *** AutoForm is proud winner of the international award EXCELLENCE IN PRODUCTIVITY, received at the 2006 INDUSTRIE trade show in Paris. The award was given for AutoForm-Sigma, a new, innovative product that improves user productivity. -------------------------------------------------------------------------- AutoForm Engineering Deutschland GmbH Tel: +49 (0)231 9742-320 IT-Supporter Direct: +49 (0)231 9742-7125 Dipl.-Inform. Tariq Doukkali Fax: +49 (0)231 9742-322 Emil-Figge-Str. 76-80 D-44227 Dortmund www.autoform.com Register Court: Amtsgericht Dortmund Number of Registration: HRB 12334 VAT Number: DE812114436 General Managers: Dr. Bart Carleer, Michael Kost, Dr. Waldemar Kubli, Dr. Volker Steininger ========================================================================== The information contained in this e-mail is confidential and is provided only for the intended addressee's use. If you received this e-mail in error, please delete it and contact us. Thank you. ========================================================================== From elacour at easter-eggs.com Wed Nov 28 12:20:12 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 28 Nov 2007 18:20:12 +0100 Subject: [rt-users] Charts for custom field search In-Reply-To: <20071128204127.6de46f2e@teribox.holyfamily.in> References: <20071128195312.16996d45@teribox.holyfamily.in> <20071128144126.GN2906@easter-eggs.com> <20071128204127.6de46f2e@teribox.holyfamily.in> Message-ID: <20071128172011.GQ2906@easter-eggs.com> On Wed, Nov 28, 2007 at 08:41:27PM +0530, Terence Monteiro wrote: > Hi Emmanuel, > > > I'm running debian etch and using mysql 5.0.41-Debian_1. > Ok, so it's another problem. Do you have the correct information in the table under the blank chart? -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Wed Nov 28 12:22:15 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 28 Nov 2007 18:22:15 +0100 Subject: [rt-users] How to Configure RT_MAILGATE with MS Exchange 2007 In-Reply-To: <474D94B7.7020908@autoform.de> References: <474D94B7.7020908@autoform.de> Message-ID: <20071128172215.GR2906@easter-eggs.com> On Wed, Nov 28, 2007 at 05:17:59PM +0100, tariq.doukkali wrote: > Hi, > > how can I configure RT_Mailgate with MS Exchage 2007 ??? > On what OS is you're RT? (windows, Unix) If you're RT is on a Unix box, just make an smtp transport in Exchange to your RT box for those email addresses, then configure an smtp like postfix on the RT box to handle those mails and deliver them via rt-mailgate. -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From theillien at yahoo.com Wed Nov 28 13:25:28 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 28 Nov 2007 13:25:28 -0500 Subject: [rt-users] ticket announce email In-Reply-To: <6.2.1.2.2.20071127135241.02740460@mail.sdsu.edu> References: <474C8D3E.8040708@yahoo.com> <6.2.1.2.2.20071127135241.02740460@mail.sdsu.edu> Message-ID: <474DB298.10701@yahoo.com> This is the script I came up with: #!/usr/bin/perl use warnings; use strict; use lib '/usr/local/rt3/lib'; use lib '/usr/local/rt3/local/lib'; use RT; use RT::Tickets; use RT::Users; use MIME::Lite; use Date::Parse; RT::LoadConfig(); RT::Init(); my $tix = new RT::Tickets(RT::SystemUser); $tix->FromSQL('Queue = "CustomerCare" AND Status = "new" AND Owner = "Nobody"'); while (my $ticket = $tix->Next) { my $diff = time - str2time($ticket->Created); print $ticket->id . ": " . str2time($ticket->Created) . "\n"; print time . "\n"; print "diff: " . $diff . "\n"; if (($diff/60) >= 5) { print "diff adjusted: " . ($diff/60) . "\n"; &email(); exit; } } sub email { my $emailTo = 'msnyder at company.com'; my $emailFrom = 'RT-devel'; my $emailSubj = 'Tickets In CustomerCare Need Your Attention **TEST-DISREGARD**'; #my $emailMsg = 'There are tickets in CustomerCare that are 5 or more minutes old. These tickets require action even if it is placing them in the appropriate queue. Please attend to these tickets.\n\nThank You'; my $emailMsg = 'This is a test message for a script I am working on.'; my $fullEmail = new MIME::Lite(From => $emailFrom, To => $emailTo, Subject => $emailSubj, Type => "multipart/mixed" ); $fullEmail->attach(Type => "TEXT", Data => $emailMsg ); $fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); } This refuses to work though. If I leave it as is I get a negative number for $diff/60 because $ticket->Created indicates a number greater than time(). I can only guess it has something to do with timezones but I don't know. If I reverse the operands and subtract time from the ticket creation I get a number in the 200s but which is always shrinking and will end up in the negatives because I shouldn't be subtracting time from teh created time anyway. This is sampler output when subtracting ticket created time from time(): Ticket Created Time: 1196291034 time(): 1196273826 diff: -17208 and when subtracting time() from the ticket creation time: Ticket Created Time: 1196291034 time(): 1196273872 diff: 17162 On top of all this, even when the number comes out positive, dividing by 60 (which I'm assuming I have to do as time and str2time output time since the epoch as seconds) spits out a number that doesn't even correlate. Can someone take a look at this and help me out. Thanks. Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: > I do it using days, not minutes, but the concept is the same. Try using > a cron job that runs every 2 minutes. The perl API makes it easy to > read ticket values, so it would be pretty straightforward to compare > Updated to now() and send an e-mail if the difference is > 5min. It's > possible this way to have a ticket languish for up to 6 minutes, but you > could run the cron every minute if it's that critical. > > Regards, > Gene > > At 01:33 PM 11/27/2007, Mathew Snyder wrote: >> I'm considering implementing a method of telling those that need to >> know when a >> ticket has been in our triage queue untouched for a predetermined >> amount of time >> (say, five minutes). I'd like to poll this queue and, if a ticket >> which meets >> these requirements exists, send an email out telling people to act on it. >> >> Has anyone done this before and if so, which method did you use? > > From gleduc at mail.sdsu.edu Wed Nov 28 14:30:27 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 28 Nov 2007 11:30:27 -0800 Subject: [rt-users] ticket announce email In-Reply-To: <474DB298.10701@yahoo.com> References: <474C8D3E.8040708@yahoo.com> <6.2.1.2.2.20071127135241.02740460@mail.sdsu.edu> <474DB298.10701@yahoo.com> Message-ID: <6.2.1.2.2.20071128111748.0274d2a0@mail.sdsu.edu> Hi Mathew, Start by printing out the applicable elements ([0] - [5] and [8]) from localtime(str2time($ticket->Created)) and comparing them to what you see in RT, then print the same elements from localtime(time) and see what you get. If it's a timezone or DST issue you can compensate for it. Once you get time values you can trust you work on the next issue. Gene At 10:25 AM 11/28/2007, Mathew Snyder wrote: >This is the script I came up with: >#!/usr/bin/perl > >use warnings; >use strict; >use lib '/usr/local/rt3/lib'; >use lib '/usr/local/rt3/local/lib'; >use RT; >use RT::Tickets; >use RT::Users; >use MIME::Lite; >use Date::Parse; > >RT::LoadConfig(); >RT::Init(); > >my $tix = new RT::Tickets(RT::SystemUser); >$tix->FromSQL('Queue = "CustomerCare" AND Status = "new" AND Owner = >"Nobody"'); > >while (my $ticket = $tix->Next) { > my $diff = time - str2time($ticket->Created); > print $ticket->id . ": " . str2time($ticket->Created) . "\n"; > print time . "\n"; > print "diff: " . $diff . "\n"; > if (($diff/60) >= 5) { > print "diff adjusted: " . ($diff/60) . "\n"; > &email(); > exit; > } >} > >sub email { > my $emailTo = 'msnyder at company.com'; > my $emailFrom = 'RT-devel'; > my $emailSubj = 'Tickets In CustomerCare Need Your Attention >**TEST-DISREGARD**'; > #my $emailMsg = 'There are tickets in CustomerCare that are 5 or >more minutes old. These tickets require action even if it is placing them in >the appropriate queue. Please attend to these tickets.\n\nThank You'; > my $emailMsg = 'This is a test message for a script I am > working on.'; > > my $fullEmail = new MIME::Lite(From => $emailFrom, > To => $emailTo, > Subject => $emailSubj, > Type => "multipart/mixed" > ); > > $fullEmail->attach(Type => "TEXT", > Data => $emailMsg > ); > > $fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); >} > >This refuses to work though. If I leave it as is I get a negative number for >$diff/60 because $ticket->Created indicates a number greater than >time(). I can >only guess it has something to do with timezones but I don't know. If I >reverse >the operands and subtract time from the ticket creation I get a number in the >200s but which is always shrinking and will end up in the negatives because I >shouldn't be subtracting time from teh created time anyway. > >This is sampler output when subtracting ticket created time from time(): >Ticket Created Time: 1196291034 >time(): 1196273826 >diff: -17208 > >and when subtracting time() from the ticket creation time: >Ticket Created Time: 1196291034 >time(): 1196273872 >diff: 17162 > >On top of all this, even when the number comes out positive, dividing by 60 >(which I'm assuming I have to do as time and str2time output time since the >epoch as seconds) spits out a number that doesn't even correlate. > >Can someone take a look at this and help me out. Thanks. >Keep up with me and what I'm up to: http://theillien.blogspot.com > > >Gene LeDuc wrote: > > I do it using days, not minutes, but the concept is the same. Try using > > a cron job that runs every 2 minutes. The perl API makes it easy to > > read ticket values, so it would be pretty straightforward to compare > > Updated to now() and send an e-mail if the difference is > 5min. It's > > possible this way to have a ticket languish for up to 6 minutes, but you > > could run the cron every minute if it's that critical. > > > > Regards, > > Gene > > > > At 01:33 PM 11/27/2007, Mathew Snyder wrote: > >> I'm considering implementing a method of telling those that need to > >> know when a > >> ticket has been in our triage queue untouched for a predetermined > >> amount of time > >> (say, five minutes). I'd like to poll this queue and, if a ticket > >> which meets > >> these requirements exists, send an email out telling people to act on it. > >> > >> Has anyone done this before and if so, which method did you use? > > > > -- Gene LeDuc, GSEC Security Analyst San Diego State University From theillien at yahoo.com Wed Nov 28 14:51:26 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 28 Nov 2007 14:51:26 -0500 Subject: [rt-users] ticket announce email In-Reply-To: <6.2.1.2.2.20071128111748.0274d2a0@mail.sdsu.edu> References: <474C8D3E.8040708@yahoo.com> <6.2.1.2.2.20071127135241.02740460@mail.sdsu.edu> <474DB298.10701@yahoo.com> <6.2.1.2.2.20071128111748.0274d2a0@mail.sdsu.edu> Message-ID: <474DC6BE.2060208@yahoo.com> Forgive my ignorance but, I'm not seeing how to compare them to what I see in RT. Elements 0-5 and 8 from localtime(str2time($ticket->Created): 54 3 18 28 10 107 0 What the Created field for the ticket I'm looking at says: Wed Nov 28 13:03:54 2007 Elements 0-5 and 8 from localtime(time()); 52 47 14 28 10 107 0 Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: > Hi Mathew, > > Start by printing out the applicable elements ([0] - [5] and [8]) from > localtime(str2time($ticket->Created)) and comparing them to what you see > in RT, then print the same elements from localtime(time) and see what > you get. If it's a timezone or DST issue you can compensate for it. > Once you get time values you can trust you work on the next issue. > > Gene > From deyette at sbceo.org Wed Nov 28 16:02:38 2007 From: deyette at sbceo.org (Debra Deyette) Date: Wed, 28 Nov 2007 13:02:38 -0800 Subject: [rt-users] Purge status "deleted" item from database Message-ID: <474DD76E.70504@sbceo.org> Hello. We have a ticket with confidential information that was accidentally posted to our queue in RT. I changed the status of this ticket to "deleted". However, since our techs may have seen the initial ticket and they know the number, if you do a search on that ticket number, you can still bring up the ticket and view the confidential comments. How can I permanently purge this ticket from the database? Thank you, -- Debra Deyette Network and Computer Support Supervisor Santa Barbara County Education Office 805.964.4710 x5207 From todd at chaka.net Wed Nov 28 16:43:53 2007 From: todd at chaka.net (Todd Chapman) Date: Wed, 28 Nov 2007 16:43:53 -0500 Subject: [rt-users] Purge status "deleted" item from database In-Reply-To: <474DD76E.70504@sbceo.org> References: <474DD76E.70504@sbceo.org> Message-ID: <519782dc0711281343t70c80ed9k475825560cbc098d@mail.gmail.com> Debra, RTx::Shredder http://search.cpan.org/author/RUZ/RTx-Shredder-0.07/lib/RTx/Shredder.pm -Todd On 11/28/07, Debra Deyette wrote: > Hello. > > We have a ticket with confidential information that was accidentally > posted to our queue in RT. I changed the status of this ticket to > "deleted". However, since our techs may have seen the initial ticket > and they know the number, if you do a search on that ticket number, you > can still bring up the ticket and view the confidential comments. > > How can I permanently purge this ticket from the database? > > Thank you, > > -- > Debra Deyette > > Network and Computer Support Supervisor > Santa Barbara County Education Office > > 805.964.4710 x5207 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From deyette at sbceo.org Wed Nov 28 16:52:48 2007 From: deyette at sbceo.org (Debra Deyette) Date: Wed, 28 Nov 2007 13:52:48 -0800 Subject: [rt-users] Purge status "deleted" item from database In-Reply-To: <519782dc0711281343t70c80ed9k475825560cbc098d@mail.gmail.com> References: <474DD76E.70504@sbceo.org> <519782dc0711281343t70c80ed9k475825560cbc098d@mail.gmail.com> Message-ID: <474DE330.50203@sbceo.org> Thanks to all. RTx::Shredder sounds like just what I need... Todd Chapman wrote: > Debra, > > RTx::Shredder > > http://search.cpan.org/author/RUZ/RTx-Shredder-0.07/lib/RTx/Shredder.pm > > -Todd > > On 11/28/07, Debra Deyette wrote: > >> Hello. >> >> We have a ticket with confidential information that was accidentally >> posted to our queue in RT. I changed the status of this ticket to >> "deleted". However, since our techs may have seen the initial ticket >> and they know the number, if you do a search on that ticket number, you >> can still bring up the ticket and view the confidential comments. >> >> How can I permanently purge this ticket from the database? >> >> Thank you, >> >> -- >> Debra Deyette >> >> Network and Computer Support Supervisor >> Santa Barbara County Education Office >> >> 805.964.4710 x5207 >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > > -- Debra Deyette Network and Computer Support Supervisor Santa Barbara County Education Office 805.964.4710 x5207 -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Wed Nov 28 16:51:49 2007 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 28 Nov 2007 22:51:49 +0100 Subject: [rt-users] Purge status "deleted" item from database In-Reply-To: <474DD76E.70504@sbceo.org> References: <474DD76E.70504@sbceo.org> Message-ID: <474DE2F5.4070809@mococo.nl> Debra Deyette wrote: > Hello. > > We have a ticket with confidential information that was accidentally > posted to our queue in RT. I changed the status of this ticket to > "deleted". However, since our techs may have seen the initial ticket > and they know the number, if you do a search on that ticket number, you > can still bring up the ticket and view the confidential comments. > > How can I permanently purge this ticket from the database? Use RTx-Shredder extension to delete it from the database. Joop From tlviewer at yahoo.com Wed Nov 28 19:05:32 2007 From: tlviewer at yahoo.com (Mark Pryor) Date: Wed, 28 Nov 2007 16:05:32 -0800 (PST) Subject: [rt-users] Scrip 3 trouble - no email body Message-ID: <963834.88830.qm@web33614.mail.mud.yahoo.com> hello, using rt3 3.6.3 on Centos5 x86_64, Apache 2 with MySQL, and mod_perl2. This install was working for a month until I was forced to change the alias in rt3.conf ----------- Alias /helpdesk "/usr/share/rt3/html" ------------- when I changed from the default /rt3 to the above, the auto-reply bodies vanished. In /var/log/messages, I see ------ snip ------------- Nov 28 15:56:26 support RT: #9/83 - Scrip 3 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:243) Nov 28 15:56:27 support RT: Could not send mail: $/ as given is currently unsupported at /usr/lib/perl5/vendor_perl/5.8.8/MIME/Decoder/NBit.pm line 140 Stack: [/usr/lib/perl5/5.8.8/Carp.pm:269] [/usr/lib/perl5/vendor_perl/5.8.8/IO/ScalarArray.pm:352] [/usr/lib/perl5/vendor_perl/5.8.8/MIME/Decoder/NBit.pm:140] [/usr/lib/perl5/vendor_perl/5.8.8/MIME/Decoder.pm:263] [/usr/lib/perl5/vendor_perl/5.8.8/MIME/Entity.pm:1860] [/usr/lib/perl5/vendor_perl/5.8.8/MIME/Entity.pm:1830] [/usr/lib/perl5/vendor_perl/5.8.8/MIME/Entity.pm:1750] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:316] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:265] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:103] [/usr/lib/perl5/vendor_perl/5.8.8/RT/ScripAction_Overlay.pm:240] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:505] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrips_Overlay.pm:193] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Transacti Nov 28 15:56:27 support RT: #9/83 - Scrip 4 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:243) Nov 28 15:56:27 support RT: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:255) Nov 28 15:56:27 support RT: Ticket 9 created in queue 'General' by tlviewer (/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:754) --------------- end snip --------------- I have propagated the alias change to /etc/aliases and /etc/rt3/RT_SiteConfig.pm Further, I reset the rt3 Database and resetup all my users and queues and privileges. I also made a directory 'helpdesk' under my webroot. You can be sure that once I have a working install of rt3 I won't tinker with the basic params again! Is this install salvagable, or should I start over completely? -- Mark ____________________________________________________________________________________ Be a better sports nut! Let your teams follow you with Yahoo Mobile. Try it now. http://mobile.yahoo.com/sports;_ylt=At9_qDKvtAbMuh1G1SQtBI7ntAcJ From max.clark at gmail.com Wed Nov 28 20:56:48 2007 From: max.clark at gmail.com (Max Clark) Date: Wed, 28 Nov 2007 17:56:48 -0800 Subject: [rt-users] Is it possible to change queue name in place of rtname? In-Reply-To: <20071101103534.487674D809D@diesel.bestpractical.com> References: <20071101103534.487674D809D@diesel.bestpractical.com> Message-ID: <2fa1e1780711281756s224d115es626f6538aae0c1aa@mail.gmail.com> Krishna, Did you get this to work? -Max On Nov 1, 2007 2:34 AM, Krishna Prasad wrote: > Hi, > > I installed RT extension BrandedQqueues for 3.6.5. As mentioned in Readme > file I made changes in RT_Siteconfig.pm to add line: > use RT::Extension::BrandedQueues; > > 1; > Then modified autoreply template to have [{$Ticket->QueueObj->Tag} > #{$Ticket->id()}] in place of [{$rtname} #{$Ticket->id()}] > After restarting web server we created a ticket but it still had rtname and > not queue name in the email subject line. > > Does this extension work for 3.6.5? or we missed anything? > Please reply. > > Thanks a lot for the help. > Krishna Prasad > > > > -----Original Message----- > From: Krishna Prasad [mailto:krishna.prasad at spartanlabs.com] > Sent: Thursday, November 01, 2007 11:38 AM > To: 'Todd Chapman'; 'rt-users-request at lists.bestpractical.com'; > 'rt-users at lists.bestpractical.com'; 'Ruslan.Zakirov at miet.ru'; > 'jesse at bestpractical.com' > Subject: RE: [rt-users] Is it possible to change queue name in place of > rtname? > > http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-Brand > edQueues/ > > Is this (i.e. the above link for queue name in place of rtname in subject > line) helpful for RT 3.6.5 version? > > I have read the Readme file, it says it is helpful for 3.2 and 3.4 versions. > > I am using RT3.6.5 version. Can you please give me the solution for RT3.6.5 > version and also I am using centos 4.3 version. > > ---------------------------------------------------------------------------- > --------------------------- > > You want this: > http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-Brand > edQueues/ > > On 10/31/07, Krishna Prasad wrote: > > > > I'd like to add queue name to the subject line in RT tickets. > > > > Is it possible to change the queue name in place of rtname in subject > line? > > Can any one send me the solution for this issue? > > > > > With Regards, > > Krishna Prasad > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From max.clark at gmail.com Wed Nov 28 21:28:23 2007 From: max.clark at gmail.com (Max Clark) Date: Wed, 28 Nov 2007 18:28:23 -0800 Subject: [rt-users] A couple of post install configuration questions Message-ID: <2fa1e1780711281828g2849d08ag855f45903a4289a2@mail.gmail.com> Hello all, By default RT auto increments the ticket id - is it possible to change the generation of ticket ids? ARIN for example uses YYYYMMDD.### We would like to change the reply-to (and possibly from) headers on the autoresponse emails when a ticket is created (something like do-not-reply at rt) to help combat the amount of garbage bounces we get. I see the subject as part of the template - is this as easy as adding a reply-to field on the template as well? Thanks in advance, Max From max.clark at gmail.com Wed Nov 28 21:38:23 2007 From: max.clark at gmail.com (Max Clark) Date: Wed, 28 Nov 2007 18:38:23 -0800 Subject: [rt-users] Warnings when replying to a ticket Message-ID: <2fa1e1780711281838i628016f2x2ff12178d83f6f34@mail.gmail.com> When replying to a ticket I see these warnings in the log - should I be concerned about this? Thanks, Max [Thu Nov 29 02:33:33 2007] [warning]: Use of uninitialized value in substitution (s///) at /usr/local/rt3/lib/RT/Interface/Web.pm line 632. (/usr/local/rt3/lib/RT/Interface/Web.pm:632) [Thu Nov 29 02:33:33 2007] [warning]: Use of uninitialized value in pattern match (m//) at /usr/local/rt3/lib/RT/I18N.pm line 395. (/usr/local/rt3/lib/RT/I18N.pm:395) [Thu Nov 29 02:33:33 2007] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/local/rt3/lib/RT/I18N.pm line 412. (/usr/local/rt3/lib/RT/I18N.pm:412) [Thu Nov 29 02:33:33 2007] [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:412) [Thu Nov 29 02:33:33 2007] [warning]: Use of uninitialized value in pattern match (m//) at /usr/local/rt3/lib/RT/I18N.pm line 395. (/usr/local/rt3/lib/RT/I18N.pm:395) [Thu Nov 29 02:33:33 2007] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/local/rt3/lib/RT/I18N.pm line 412. (/usr/local/rt3/lib/RT/I18N.pm:412) [Thu Nov 29 02:33:33 2007] [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:412) [Thu Nov 29 02:33:38 2007] [warning]: Use of uninitialized value in pattern match (m//) at /usr/local/rt3/lib/RT/Interface/Web.pm line 1405. (/usr/local/rt3/lib/RT/Interface/Web.pm:1405) [Thu Nov 29 02:33:38 2007] [warning]: Use of uninitialized value in pattern match (m//) at /usr/local/rt3/lib/RT/Interface/Web.pm line 1405. (/usr/local/rt3/lib/RT/Interface/Web.pm:1405) From david.hobley at mionegroup.com Wed Nov 28 23:51:12 2007 From: david.hobley at mionegroup.com (David Hobley) Date: Thu, 29 Nov 2007 14:51:12 +1000 (EST) Subject: [rt-users] Re: Groups and LDAP Message-ID: <25107710.309371196311872049.JavaMail.root@mail.onegrp.com> Did you ever work out how to achieve this? I am in the same boat - I have User authentication working via LDAP, but would like to assign group membership through it as well. Cheers, David -----Original Message----- From: "Dummy cerberus" Thanks for your answer... before posting the previous message I had browsed the Wiki and could only find the info about setting up authentication with LDAP... it worked OK, but I couldn't (can't) find the info about making RT get info about which RT groups my user belongs to from the LDAP groups he belongs to... Thanks for your patiente, and best regards On 9/17/07, stever[at]up-south.com wrote: > Yes check the wiki > > > > Sent via BlackBerry i can be reached at > > (310) 947-8565 > > -----Original Message----- > From: "Dummy cerberus" > > Date: Mon, 17 Sep 2007 08:35:00 > To:rt-users > Subject: [rt-users] Groups and LDAP > > > Hello, > > is there any addon that allows to synchronize RT groups with LDAP groups? > > Best regards > > M.A. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales[at]bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Nov 29 00:41:12 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 29 Nov 2007 00:41:12 -0500 Subject: [rt-users] Warnings when replying to a ticket In-Reply-To: <2fa1e1780711281838i628016f2x2ff12178d83f6f34@mail.gmail.com> References: <2fa1e1780711281838i628016f2x2ff12178d83f6f34@mail.gmail.com> Message-ID: <20071129054111.GG12099@bestpractical.com> On Wed, Nov 28, 2007 at 06:38:23PM -0800, Max Clark wrote: > When replying to a ticket I see these warnings in the log - should I > be concerned about this? Nope. They're cases where perl has gotten smarter and stricter about possibly sloppy coding. Until relatively recently, a bug in RT hid them from view. We've been slowly going through and cleaning up the codebase to eliminate them. RT 3.6.5 and 3.6.6 improve things somewhat. (3.6.6 is coming soon) and 3.8 does a whole lot better. Best, jesse From sohmengjing at yahoo.com Thu Nov 29 01:10:31 2007 From: sohmengjing at yahoo.com (sohmengjing sohmengjing) Date: Wed, 28 Nov 2007 22:10:31 -0800 (PST) Subject: [rt-users] installation problem, "You're almost there!" In-Reply-To: <20071129054111.GG12099@bestpractical.com> Message-ID: <687883.72735.qm@web31614.mail.mud.yahoo.com> i;ve follow instuction from README file and from http://wiki.bestpractical.com/view/RHEL4InstallGuide. i use centos4, but after follow all the instructions, here what i;ve got: You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. can someone pls point me to where i have to go from here. Thanks. ____________________________________________________________________________________ Be a better sports nut! Let your teams follow you with Yahoo Mobile. Try it now. http://mobile.yahoo.com/sports;_ylt=At9_qDKvtAbMuh1G1SQtBI7ntAcJ From max.clark at gmail.com Thu Nov 29 01:21:31 2007 From: max.clark at gmail.com (Max Clark) Date: Wed, 28 Nov 2007 22:21:31 -0800 Subject: [rt-users] Warnings when replying to a ticket In-Reply-To: <20071129054111.GG12099@bestpractical.com> References: <2fa1e1780711281838i628016f2x2ff12178d83f6f34@mail.gmail.com> <20071129054111.GG12099@bestpractical.com> Message-ID: <2fa1e1780711282221w2ca21188qc4cad5f32c552165@mail.gmail.com> I'll lower the log settings to error :) On 11/28/07, Jesse Vincent wrote: > > > > On Wed, Nov 28, 2007 at 06:38:23PM -0800, Max Clark wrote: > > When replying to a ticket I see these warnings in the log - should I > > be concerned about this? > > Nope. They're cases where perl has gotten smarter and stricter about > possibly sloppy coding. Until relatively recently, a bug in RT hid them > from view. We've been slowly going through and cleaning up the codebase > to eliminate them. RT 3.6.5 and 3.6.6 improve things somewhat. (3.6.6 is > coming soon) and 3.8 does a whole lot better. > > Best, > jesse > From pape-rt at inf.fu-berlin.de Thu Nov 29 02:09:14 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 29 Nov 2007 08:09:14 +0100 Subject: [rt-users] Warnings when replying to a ticket In-Reply-To: <20071129054111.GG12099@bestpractical.com> References: <2fa1e1780711281838i628016f2x2ff12178d83f6f34@mail.gmail.com> <20071129054111.GG12099@bestpractical.com> Message-ID: Hello, --Am 29. November 2007 00:41:12 -0500 schrieb Jesse Vincent : > Nope. They're cases where perl has gotten smarter and stricter about > possibly sloppy coding. Until relatively recently, a bug in RT hid them > from view. We've been slowly going through and cleaning up the codebase > to eliminate them. RT 3.6.5 and 3.6.6 improve things somewhat. (3.6.6 is > coming soon) and 3.8 does a whole lot better. I already have a patch on basis of 3.6.5, which improves things here: There are one to three warnings left here, which I will eliminate soon, when I am not too busy any more. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From tariq.doukkali at autoform.de Thu Nov 29 05:36:25 2007 From: tariq.doukkali at autoform.de (tariq.doukkali) Date: Thu, 29 Nov 2007 11:36:25 +0100 Subject: [rt-users] How to Configure RT with MS Exchange 2007 In-Reply-To: <20071128172215.GR2906@easter-eggs.com> References: <474D94B7.7020908@autoform.de> <20071128172215.GR2906@easter-eggs.com> Message-ID: <474E9629.3030109@autoform.de> Hi, We have a RT-System working on a Linux-Suse 9.0, we use "courier" on a linux Maschine as Mail server. Until jet this configuration is working well !!! On the maschine, where RT is working we konfigured the MTA through yast2. As IP-Adress for outgoing-mail server we given the local IP-Adress, because we have on the local maschie a postfix-server. This postfix server is installed an configured as follows: In the file /etc/postfix/maincf: .... replayhost="IP-Adress of Courier-mail server" ... Now we changed our mail server form courier to exchange 2007. I configured the IP adress of exchange server in the /etc/postfix/maincf as replayhost. This configuration dont works!!! the mail notification through RT dont works again !! ... How cann I configure (Exchange, Postfix and RT) in order to have a working configuration ???? Best regards, Tariq - Emmanuel Lacour schrieb: > On Wed, Nov 28, 2007 at 05:17:59PM +0100, tariq.doukkali wrote: > >> Hi, >> >> how can I configure RT_Mailgate with MS Exchage 2007 ??? >> >> > > On what OS is you're RT? (windows, Unix) > > If you're RT is on a Unix box, just make an smtp transport in Exchange > to your RT box for those email addresses, then configure an smtp like > postfix on the RT box to handle those mails and deliver them via > rt-mailgate. > > -- ========================================================================== *** AutoForm is proud winner of the international award EXCELLENCE IN PRODUCTIVITY, received at the 2006 INDUSTRIE trade show in Paris. The award was given for AutoForm-Sigma, a new, innovative product that improves user productivity. -------------------------------------------------------------------------- AutoForm Engineering Deutschland GmbH Tel: +49 (0)231 9742-320 IT-Supporter Direct: +49 (0)231 9742-7125 Dipl.-Inform. Tariq Doukkali Fax: +49 (0)231 9742-322 Emil-Figge-Str. 76-80 D-44227 Dortmund www.autoform.com Register Court: Amtsgericht Dortmund Number of Registration: HRB 12334 VAT Number: DE812114436 General Managers: Dr. Bart Carleer, Michael Kost, Dr. Waldemar Kubli, Dr. Volker Steininger ========================================================================== The information contained in this e-mail is confidential and is provided only for the intended addressee's use. If you received this e-mail in error, please delete it and contact us. Thank you. ========================================================================== From dfj at thermeon.com Thu Nov 29 06:04:01 2007 From: dfj at thermeon.com (Daniel Jennings) Date: Thu, 29 Nov 2007 11:04:01 -0000 Subject: [rt-users] Merged tickets very slow In-Reply-To: <474CDB36.4030001@nighthawkrad.net> References: <3AFD20617C0243AF986F5B02DB27EAAF@VistaPC> <474CDB36.4030001@nighthawkrad.net> Message-ID: <2FB83C591D66494A9AEBF3842DE88B99@VistaPC> Vacuuming the database doesn't and wouldn't sort this out. Its not an issue of slow database access, its that its running the 'merged ticket code' more then 6000 times. The ticket has 12 merges and over 100 replies. _____ From: Chris Nelson [mailto:cnelson at nighthawkrad.net] Sent: 28 November 2007 03:07 To: Daniel Jennings Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Merged tickets very slow We had this issue before. Are you using PostGres as your database? We found that once we vacuumed the database, it resolved the issue. Daniel Jennings wrote: The issue isn't really the output, its the 30 to 40 seconds it takes to load the ticket. I guess though it maybe nice not to see it fill up the log all the itme. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris Lytochkin Sent: 24 November 2007 09:05 To: rt-users-request at lists.bestpractical.com Subject: Re: [rt-users] Merged tickets very slow I have seen them a lot too, even created small patch to mute them away: grep -i merged /rt/etc/RT_SiteConfig.pm Set($MuteWeFoundMergedTicket, "1"); Hi, We have an issue with merged tickets taking a very long time to load, up to 30 seconds. The sub TicketOverloay::Load is called a lot, logging 6000 lines of 'found merged ticket'. Is this just how it works or is there a problem here? That sounds like a problem. I haven't seen that before. _____________ Boris Lytochkin, JSC e-port, Moscow _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From indy at civ.zcu.cz Thu Nov 29 06:07:52 2007 From: indy at civ.zcu.cz (Petr Grolmus) Date: Thu, 29 Nov 2007 12:07:52 +0100 Subject: [rt-users] Problem with visibilty of several tickets Message-ID: <474E9D88.8030802@civ.zcu.cz> Hi2all, we upgraded RT system from version 2.x to 3.6.1 several months ago. Now, occasionally we have problems with some tickets. In web interface we can see only the first (initial) message - even the RT admin with all privileges. All messages sent to these tickets are stored in database and are correctly send by mail to all persons associated with these tickets. The only problem is with visibility in the web interface. The moving ticket to other queue doesn't help. Does anyone has such experience? We didn't find any common features of these tickets - different requestor, queues, attachements (if any), ... No lead :( RT version: 3.6.1-3~bpo.1 (debian package) DB backend: local MySQL 5.0.32-7etch1 (debian package) Tickets in RT over 73 thousand Affected tickects: 8-10 in past 4 months Any suggestions? Thanks, Petr Grolmus From HelmuthRamirez at compupay.com Thu Nov 29 08:49:25 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 29 Nov 2007 08:49:25 -0500 Subject: [rt-users] How to Configure RT with MS Exchange 2007 In-Reply-To: <474E9629.3030109@autoform.de> References: <474D94B7.7020908@autoform.de><20071128172215.GR2906@easter-eggs.com> <474E9629.3030109@autoform.de> Message-ID: <7314881427FC8A4081673E8CEEA7924906275679@EXMIAMI01.compupay.com> You can try this: http://www.gossamer-threads.com/lists/rt/users/69806?search_string=rt_ma ilgate%20with%20ms%20exchange;#69806 or this http://www.gossamer-threads.com/lists/rt/users/69808?search_string=rt_ma ilgate%20with%20ms%20exchange;#69808 Its for Exchange 2003, but the instructions would be the same for 2007 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of tariq.doukkali Sent: Thursday, November 29, 2007 5:36 AM To: rt-users at lists.bestpractical.com; elacour at easter-eggs.com Subject: Re: [rt-users] How to Configure RT with MS Exchange 2007 Hi, We have a RT-System working on a Linux-Suse 9.0, we use "courier" on a linux Maschine as Mail server. Until jet this configuration is working well !!! On the maschine, where RT is working we konfigured the MTA through yast2. As IP-Adress for outgoing-mail server we given the local IP-Adress, because we have on the local maschie a postfix-server. This postfix server is installed an configured as follows: In the file /etc/postfix/maincf: .... replayhost="IP-Adress of Courier-mail server" ... Now we changed our mail server form courier to exchange 2007. I configured the IP adress of exchange server in the /etc/postfix/maincf as replayhost. This configuration dont works!!! the mail notification through RT dont works again !! ... How cann I configure (Exchange, Postfix and RT) in order to have a working configuration ???? Best regards, Tariq - Emmanuel Lacour schrieb: > On Wed, Nov 28, 2007 at 05:17:59PM +0100, tariq.doukkali wrote: > >> Hi, >> >> how can I configure RT_Mailgate with MS Exchage 2007 ??? >> >> > > On what OS is you're RT? (windows, Unix) > > If you're RT is on a Unix box, just make an smtp transport in Exchange > to your RT box for those email addresses, then configure an smtp like > postfix on the RT box to handle those mails and deliver them via > rt-mailgate. > > -- ======================================================================== == *** AutoForm is proud winner of the international award EXCELLENCE IN PRODUCTIVITY, received at the 2006 INDUSTRIE trade show in Paris. The award was given for AutoForm-Sigma, a new, innovative product that improves user productivity. ------------------------------------------------------------------------ -- AutoForm Engineering Deutschland GmbH Tel: +49 (0)231 9742-320 IT-Supporter Direct: +49 (0)231 9742-7125 Dipl.-Inform. Tariq Doukkali Fax: +49 (0)231 9742-322 Emil-Figge-Str. 76-80 D-44227 Dortmund www.autoform.com Register Court: Amtsgericht Dortmund Number of Registration: HRB 12334 VAT Number: DE812114436 General Managers: Dr. Bart Carleer, Michael Kost, Dr. Waldemar Kubli, Dr. Volker Steininger ======================================================================== == The information contained in this e-mail is confidential and is provided only for the intended addressee's use. If you received this e-mail in error, please delete it and contact us. Thank you. ======================================================================== == _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From boyken at divms.uiowa.edu Thu Nov 29 09:57:31 2007 From: boyken at divms.uiowa.edu (Karl Boyken) Date: Thu, 29 Nov 2007 08:57:31 -0600 Subject: [rt-users] Re: Groups and LDAP In-Reply-To: <20071129061047.AA2034D82C1@diesel.bestpractical.com> References: <20071129061047.AA2034D82C1@diesel.bestpractical.com> Message-ID: <474ED35B.40304@divms.uiowa.edu> David Hobley wrote: > Did you ever work out how to achieve this? > > I am in the same boat - I have User authentication working via LDAP, but would like to assign group membership through it as well. > > Cheers, > David > > -----Original Message----- > From: "Dummy cerberus" > > Thanks for your answer... before posting the previous message I had > browsed the Wiki and could only find the info about setting up > authentication with LDAP... it worked OK, but I couldn't (can't) find > the info about making RT get info about which RT groups my user > belongs to from the LDAP groups he belongs to... > > Thanks for your patiente, and best regards > > On 9/17/07, stever[at]up-south.com wrote: >> > Yes check the wiki >> > >> > >> > >> > Sent via BlackBerry i can be reached at >> > >> > (310) 947-8565 >> > >> > -----Original Message----- >> > From: "Dummy cerberus" >> > >> > Date: Mon, 17 Sep 2007 08:35:00 >> > To:rt-users >> > Subject: [rt-users] Groups and LDAP >> > >> > >> > Hello, >> > >> > is there any addon that allows to synchronize RT groups with LDAP groups? >> > >> > Best regards >> > >> > M.A. >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales[at]bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> > >> > > -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com I ran across this just yesterday: http://wiki.bestpractical.com/view/ApproximateSeparateQueues It describes a method to use some custom fields in LDAP, but you could as easily use groups. Karl -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3257 bytes Desc: S/MIME Cryptographic Signature URL: From asraikhn at gmail.com Thu Nov 29 10:33:22 2007 From: asraikhn at gmail.com (Asrai khn) Date: Thu, 29 Nov 2007 20:33:22 +0500 Subject: [rt-users] take and resolve actions via email In-Reply-To: <6.2.1.2.2.20071127105802.02761368@mail.sdsu.edu> References: <6.2.1.2.2.20071126122605.02737040@mail.sdsu.edu> <008101c83120$4002f7f0$caa8a8c0@bandtel.local> <6.2.1.2.2.20071127105802.02761368@mail.sdsu.edu> Message-ID: <5f0f8dba0711290733ubc41fdbne6dad18e0c28f7d7@mail.gmail.com> On Nov 28, 2007 1:49 AM, Gene LeDuc wrote: > Hi Mark (and Askar), > > After reviewing my previous advice, I've changed my mind. This should be > a cleaner solution. > Hi Gene Thanks again what if we do not to sent user/password to user which created the ticket will this script works without any change to it? Here we do not sent out credentials to those who created ticket. Regards, Askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Thu Nov 29 11:27:12 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 29 Nov 2007 08:27:12 -0800 Subject: [rt-users] take and resolve actions via email In-Reply-To: <5f0f8dba0711290733ubc41fdbne6dad18e0c28f7d7@mail.gmail.com > References: <6.2.1.2.2.20071126122605.02737040@mail.sdsu.edu> <008101c83120$4002f7f0$caa8a8c0@bandtel.local> <6.2.1.2.2.20071127105802.02761368@mail.sdsu.edu> <5f0f8dba0711290733ubc41fdbne6dad18e0c28f7d7@mail.gmail.com> Message-ID: <6.2.1.2.2.20071129081601.027648e0@mail.sdsu.edu> The stuff I supplied doesn't send login credentials, or anything else in particular. It just modifies a scrip so that it will not send an email (in response to an incoming email) to non-AdminCcs if a specific custom field exists in the ticket and has some value assigned to it. If an email has user credentials in it and you don't want them to be there, just remove the code from that particular template. RT's default autoreply template does not include user credentials. Gene At 07:33 AM 11/29/2007, Asrai khn wrote: >On Nov 28, 2007 1:49 AM, Gene LeDuc ><gleduc at mail.sdsu.edu> wrote: >Hi Mark (and Askar), > >After reviewing my previous advice, I've changed my mind. This should be >a cleaner solution. > > >Hi Gene > >Thanks again what if we do not to sent user/password to user which created >the ticket will this script works without any change to it? > >Here we do not sent out credentials to those who created ticket. > >Regards, Askar > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >If you sign up for a new RT support contract before December 31, we'll take >up to 20 percent off the price. This sale won't last long, so get in touch >today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From joao.macaiba at gmail.com Thu Nov 29 11:35:46 2007 From: joao.macaiba at gmail.com (=?ISO-8859-1?Q?Jo=E3o_Maca=EDba?=) Date: Thu, 29 Nov 2007 14:35:46 -0200 Subject: [rt-users] Knowing which version of RT 2.X is running Message-ID: <474EEA62.3080908@gmail.com> Hi. Is there a way to know which version of RT is running ? I've got a host with a RT 2.X running and I'll install an equal version and after upgrade RT in another host. Thanks. Jo?o Maca?ba. From HelmuthRamirez at compupay.com Thu Nov 29 11:42:48 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 29 Nov 2007 11:42:48 -0500 Subject: [rt-users] Relogin Issue / Page Cannot be Displayed Sporadically Message-ID: <7314881427FC8A4081673E8CEEA7924906275681@EXMIAMI01.compupay.com> Alright, I am suffering from a very odd situation and would really REALLY like some additional (smarter) brains to pick. We have three networks which access our RT system. Network A Network B Network C All networks can do the following: Trace route the IP/Hostname for RT Ping the IP/Hostname RT RT is on "A", we have users connecting successfully all the time from "A" and "B" and "C" can get to it MOST of the time. Here are where things get really funny. "C" will sometimes time out when trying to load the site and get the "Page Cannot be Displayed" message OR they will suffer from the "relogin" issue and taken back to the login screen. They receive this with both IE and Firefox. During this time when they cannot get to the site, they CAN successfully ping the IP/Hostname of the RT server. Based on all the tests and checks I've run, connectivity does not appear to be an issue something funky is happening!! I've checked the following logs and nothing remarkable shows up: Apache access Apache error Syslog I can't see anything within RT that would be correlated to this, but guys, I could really use some help with any suggestions you may have. Thank you all very much in advance! My Config: RT 3.6.3 Debian 4.0 MySQL 4 Postfix Apache 2 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Nov 29 11:44:25 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 29 Nov 2007 11:44:25 -0500 Subject: [rt-users] Knowing which version of RT 2.X is running In-Reply-To: <474EEA62.3080908@gmail.com> References: <474EEA62.3080908@gmail.com> Message-ID: <20071129164425.GH12099@bestpractical.com> On Thu, Nov 29, 2007 at 02:35:46PM -0200, Joo Macaba wrote: > Hi. > > Is there a way to know which version of RT is running ? > > I've got a host with a RT 2.X running and I'll install an equal version > and after upgrade RT in another host. have a look at lib/RT.pm > > Thanks. > > Jo?o Maca?ba. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From marouane.himdi at kereval.com Thu Nov 29 11:41:31 2007 From: marouane.himdi at kereval.com (Marouane HIMDI) Date: Thu, 29 Nov 2007 17:41:31 +0100 Subject: [rt-users] Knowing which version of RT 2.X is running In-Reply-To: <474EEA62.3080908@gmail.com> References: <474EEA62.3080908@gmail.com> Message-ID: <000601c832a6$b275e590$1761b0b0$@himdi@kereval.com> You should have this information in the main page of RT (web inside) Best regards -----Message d'origine----- De?: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Jo?o Maca?ba Envoy??: jeudi 29 novembre 2007 17:36 ??: rt-users at lists.bestpractical.com Objet?: [rt-users] Knowing which version of RT 2.X is running Hi. Is there a way to know which version of RT is running ? I've got a host with a RT 2.X running and I'll install an equal version and after upgrade RT in another host. Thanks. Jo?o Maca?ba. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From max.clark at gmail.com Thu Nov 29 12:24:03 2007 From: max.clark at gmail.com (Max Clark) Date: Thu, 29 Nov 2007 09:24:03 -0800 Subject: [rt-users] Custom Signatures per Queue Message-ID: <2fa1e1780711290924qf397d0eoeac0e3c29d68f266@mail.gmail.com> Hello, For a given user / group how do I customize the signature per queue? Is it possible to set a signature for a Queue and have a user signature appended above the Queue signature? Thanks, Max From max.clark at gmail.com Thu Nov 29 12:41:23 2007 From: max.clark at gmail.com (Max Clark) Date: Thu, 29 Nov 2007 09:41:23 -0800 Subject: [rt-users] Do not autocreate users Message-ID: <2fa1e1780711290941y421831feud5a81477a2e731ed@mail.gmail.com> Hello, For a few of our queues I need to be able to autocreate users when they send email (I have this working from the documentation), while on other queues instead of autocreating new users I want to hold messages from unknown users in a pending queue. When a ticket is moved from the pending queue to the real queue I want to create the requestor in the system for future use. Will RT support this? A more detailed flow is below. Thanks, Max - Requestor emails support at rt - Is valid user yes/no? -- If yes create ticket and send autoresponder -- If no create ticket in pending queue and send "you are an unknown user" autoresponder --- Support rep periodically checks pending queue and moves valid tickets back to the support queue, in the process RT creates a user from the requestor so future emails are not sent to the unknown queue From G.E.Fowler at lboro.ac.uk Thu Nov 29 12:47:41 2007 From: G.E.Fowler at lboro.ac.uk (Graeme Fowler) Date: Thu, 29 Nov 2007 17:47:41 +0000 Subject: [rt-users] PATCHES: Allow RT to authenticate against PAM (updated) Message-ID: <1196358461.22639.41.camel@squonk.lboro.ac.uk> Hi all (For those on -devel, this is essentially the same post as late last week but with minor changes) PAM - http://www.kernel.org/pub/linux/libs/pam/ - can authenticate against a multitude of sources (backends) - an LDAP system, Active Directory, Kerberos, local passwd/shadow files, a separate MySQL instance... you name it, it's probably got a module for it somewhere. This will allow RT admins to use a flexible authentication source *without* having to modify RT beyond a couple of configuration options. The changes made are principally to the "IsPassword" function in lib/RT/CurrentUser.pm such that it can use PAM to check a password, can use the RT database to check a password, or fall through from PAM to database if PAM fails. Additionally, if PAM succeeds and the RT database differs from that password, there's the option to set the RT password (thus keeping them in sync). In combination, if the PAM source goes away, the system can still authenticate against the RT database using the most recently successful PAM password. It's possible to turn off the password change and fallback options, too. There are both changes to CurrentUser.pm and some additional sections to RT_SiteConfig.pm. Some of the logging statements could be changed (it's a bit verbose at the moment) but otherwise it's all as functional as it can be. The array defining modules (see below) currently contains one module name - rt-krb5-auth - but can contain several in order to authenticate against multiple backends. NOTE: Any module name passed in this way containing the word "dummy" is skipped - it's there purely for reference, to see that the code looped as I wanted it to. We now have this in production for our support staff within the department and several other University departments without error. The example pam.d file included here is for authentication against an AD. You could just as easily test against the local system, or something else, given the right config. Please feel free to give this a try (where relevant). If anyone needs a hand making PAM fire off against an AD, please feel free to contact me off list - there's a bit of extra config to make Kerberos work properly. Graeme -- Graeme Fowler Team Manager (ISSS), Computing Services Loughborough University - http://www.lboro.ac.uk/ T: +44 1509 228226 -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-krb5-auth.patch Type: text/x-patch Size: 197 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: CurrentUser.pm.patch Type: text/x-patch Size: 2583 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm.patch Type: text/x-patch Size: 1421 bytes Desc: not available URL: From max.clark at gmail.com Thu Nov 29 12:50:13 2007 From: max.clark at gmail.com (Max Clark) Date: Thu, 29 Nov 2007 09:50:13 -0800 Subject: [rt-users] Change from/reply-to address on Autoreplies (different from queue-correspond) Message-ID: <2fa1e1780711290950w7ca3ffbay775034af1d03d1d3@mail.gmail.com> Hello, I would like to change the from and reply-to addresses sent via the Autoresponder to an address different than the queue-correspond address. So the autorespond from and reply-to address would be do-not-reply at rt instead of the real queue address. (I've been reading through spam and bounce handling but this will make life so much easier for me). Thanks, Max From max.clark at gmail.com Thu Nov 29 15:38:03 2007 From: max.clark at gmail.com (Max Clark) Date: Thu, 29 Nov 2007 12:38:03 -0800 Subject: [rt-users] Re: Change from/reply-to address on Autoreplies (different from queue-correspond) In-Reply-To: <2fa1e1780711290950w7ca3ffbay775034af1d03d1d3@mail.gmail.com> References: <2fa1e1780711290950w7ca3ffbay775034af1d03d1d3@mail.gmail.com> Message-ID: <2fa1e1780711291238s14a153d3s975b2b5989392b1d@mail.gmail.com> This was actually quite easily resolved. Resolution below... http://www.clarksys.com/2007/11/29/change_email_header_in_rt/ On Nov 29, 2007 9:50 AM, Max Clark wrote: > Hello, > > I would like to change the from and reply-to addresses sent via the > Autoresponder to an address different than the queue-correspond > address. So the autorespond from and reply-to address would be > do-not-reply at rt instead of the real queue address. (I've been reading > through spam and bounce handling but this will make life so much > easier for me). > > Thanks, > Max > From todd at chaka.net Thu Nov 29 15:47:09 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 29 Nov 2007 15:47:09 -0500 Subject: [rt-users] Custom Signatures per Queue In-Reply-To: <2fa1e1780711290924qf397d0eoeac0e3c29d68f266@mail.gmail.com> References: <2fa1e1780711290924qf397d0eoeac0e3c29d68f266@mail.gmail.com> Message-ID: <519782dc0711291247o3dd6b6b1hd864dd553bf44a57@mail.gmail.com> There is no direct RT support for this but a lot of inspiration could be had from the BrandedQueues extension. http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-BrandedQueues/ ---------------- Now playing: Joy Division - colony http://foxytunes.com/artist/joy+division/track/colony On 11/29/07, Max Clark wrote: > Hello, > > For a given user / group how do I customize the signature per queue? > Is it possible to set a signature for a Queue and have a user > signature appended above the Queue signature? > > Thanks, > Max > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From max.clark at gmail.com Thu Nov 29 15:55:03 2007 From: max.clark at gmail.com (Max Clark) Date: Thu, 29 Nov 2007 12:55:03 -0800 Subject: [rt-users] Custom Signatures per Queue In-Reply-To: <519782dc0711291247o3dd6b6b1hd864dd553bf44a57@mail.gmail.com> References: <2fa1e1780711290924qf397d0eoeac0e3c29d68f266@mail.gmail.com> <519782dc0711291247o3dd6b6b1hd864dd553bf44a57@mail.gmail.com> Message-ID: <2fa1e1780711291255k395a23f2m92b5714f0d0f06fc@mail.gmail.com> Thanks - I'll look into this. On Nov 29, 2007 12:47 PM, Todd Chapman wrote: > There is no direct RT support for this but a lot of inspiration could > be had from the BrandedQueues extension. > > http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-BrandedQueues/ > > ---------------- > Now playing: Joy Division - colony > http://foxytunes.com/artist/joy+division/track/colony > > > On 11/29/07, Max Clark wrote: > > Hello, > > > > For a given user / group how do I customize the signature per queue? > > Is it possible to set a signature for a Queue and have a user > > signature appended above the Queue signature? > > > > Thanks, > > Max > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll take > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > From max.clark at gmail.com Thu Nov 29 16:29:21 2007 From: max.clark at gmail.com (Max Clark) Date: Thu, 29 Nov 2007 13:29:21 -0800 Subject: [rt-users] RT vs. RTIR In-Reply-To: <20071003221849.GN4539@bestpractical.com> References: <2fa1e1780710030954s3438a486taa8fc5f665b276ac@mail.gmail.com> <4703CF95.5070204@bestpractical.com> <47041418.3040001@yahoo.com> <20071003221849.GN4539@bestpractical.com> Message-ID: <2fa1e1780711291329i2e59aa92o31e805961008e817@mail.gmail.com> > From an existing incident, you can launch an Investigation to an outside party, asking them to look into and/or fix the problem. Once again, relevant information from the Incident is filled in when you create the new investigation, so there's no need to cut-and-paste. This feature is really the crux for me to want to run RTIR. Specifically in ticket workflows that require an external party to take action / perform work. I'm wondering if there is a way to replicate this functionality within 3.6.5. From what I understand I can create a new ticket with the requestor being the external party and then set the original ticket to be dependent on the new ticket. It just seems like a lot of steps to go though. Is there a better way to do this? Or should I just hang out for 3.7 and the updated RTIR to be released? From jscales at haverford.edu Thu Nov 29 16:46:05 2007 From: jscales at haverford.edu (Jen Scales) Date: Thu, 29 Nov 2007 16:46:05 -0500 Subject: [rt-users] Searching by Custom Fields Message-ID: <008101c832d1$3e9a9190$bbcfb4b0$@edu> Hello, I apologize in advance if this question has already been asked as I have not found a quick way to search the archives and I am new to the list. I need my Help Desk agents to be able to do a simple search on a Custom Field (I created fields for Last Name and First Name of the user requesting help so that we can quickly search for users by their name when they call back for follow up without a ticket number.) The O'Reilly book indicates that this is possible but I cannot find information about how to configure RT to do so. Does anyone have any suggestions for how I might make this possible? I'm fairly sure that I must be overlooking the obvious here. Best, Jennifer Scales Help Desk/Public Lab Coordinator College Information Resources Haverford College jscales at haverford.edu (610) 896-1373 -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu Nov 29 17:37:29 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 29 Nov 2007 17:37:29 -0500 Subject: [rt-users] Searching by Custom Fields In-Reply-To: <008101c832d1$3e9a9190$bbcfb4b0$@edu> References: <008101c832d1$3e9a9190$bbcfb4b0$@edu> Message-ID: <519782dc0711291437m70d7ee70r20d478d4bfec3aa@mail.gmail.com> Add the queue to the search and then the queue's custom fields will appear. On 11/29/07, Jen Scales wrote: > > > > > Hello, > > > > I apologize in advance if this question has already been asked as I have not > found a quick way to search the archives and I am new to the list. > > > > I need my Help Desk agents to be able to do a simple search on a Custom > Field (I created fields for Last Name and First Name of the user requesting > help so that we can quickly search for users by their name when they call > back for follow up without a ticket number.) The O'Reilly book indicates > that this is possible but I cannot find information about how to configure > RT to do so. Does anyone have any suggestions for how I might make this > possible? I'm fairly sure that I must be overlooking the obvious here. > > > > Best, > > > > > > Jennifer Scales > Help Desk/Public Lab Coordinator > College Information Resources > Haverford College > jscales at haverford.edu > (610) 896-1373 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From max.clark at gmail.com Thu Nov 29 17:45:11 2007 From: max.clark at gmail.com (Max Clark) Date: Thu, 29 Nov 2007 14:45:11 -0800 Subject: [rt-users] Error with ACL? Message-ID: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> Hello, I want to assign permissions for a group to be able to manage tickets in a queue and comment on them but not reply. I've assigned the group the following rights on the queue: CommentOnTicket CreateTicket DeleteTicket OwnTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc (Note absense of "ReplyToTicket") However when I login as a user in this group and view a ticket I still see options/links to and the ability to reply. What am I missing here? Thanks, Max (I'm running version 3.6.5) From todd at chaka.net Thu Nov 29 17:48:51 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 29 Nov 2007 17:48:51 -0500 Subject: [rt-users] Error with ACL? In-Reply-To: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> Message-ID: <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> Permissions are not checked when rendering the links, only when the action is attempted. On 11/29/07, Max Clark wrote: > Hello, > > I want to assign permissions for a group to be able to manage tickets > in a queue and comment on them but not reply. I've assigned the group > the following rights on the queue: > > CommentOnTicket > CreateTicket > DeleteTicket > OwnTicket > SeeQueue > ShowOutgoingEmail > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > WatchAsAdminCc > > (Note absense of "ReplyToTicket") > > However when I login as a user in this group and view a ticket I still > see options/links to and the ability to reply. What am I missing here? > > Thanks, > Max > > (I'm running version 3.6.5) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From max.clark at gmail.com Thu Nov 29 17:55:50 2007 From: max.clark at gmail.com (Max Clark) Date: Thu, 29 Nov 2007 14:55:50 -0800 Subject: [rt-users] Error with ACL? In-Reply-To: <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> Message-ID: <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> Okay - I can live with the links still appearing, but I can reply (correspond) on the ticket even without the ReplyToTicket permission. That is a problem. On Nov 29, 2007 2:48 PM, Todd Chapman wrote: > Permissions are not checked when rendering the links, only when the > action is attempted. > > > On 11/29/07, Max Clark wrote: > > Hello, > > > > I want to assign permissions for a group to be able to manage tickets > > in a queue and comment on them but not reply. I've assigned the group > > the following rights on the queue: > > > > CommentOnTicket > > CreateTicket > > DeleteTicket > > OwnTicket > > SeeQueue > > ShowOutgoingEmail > > ShowTicket > > ShowTicketComments > > StealTicket > > TakeTicket > > Watch > > WatchAsAdminCc > > > > (Note absense of "ReplyToTicket") > > > > However when I login as a user in this group and view a ticket I still > > see options/links to and the ability to reply. What am I missing here? > > > > Thanks, > > Max > > > > (I'm running version 3.6.5) > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll take > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > From todd at chaka.net Thu Nov 29 20:11:23 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 29 Nov 2007 20:11:23 -0500 Subject: [rt-users] Error with ACL? In-Reply-To: <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> Message-ID: <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> The extension RTx::RightsMatrix can help you understand how any individual has gained rights in RT. Plus, the author is a really cool guy. ;) http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm On 11/29/07, Max Clark wrote: > Okay - I can live with the links still appearing, but I can reply > (correspond) on the ticket even without the ReplyToTicket permission. > That is a problem. > > On Nov 29, 2007 2:48 PM, Todd Chapman wrote: > > Permissions are not checked when rendering the links, only when the > > action is attempted. > > > > > > On 11/29/07, Max Clark wrote: > > > Hello, > > > > > > I want to assign permissions for a group to be able to manage tickets > > > in a queue and comment on them but not reply. I've assigned the group > > > the following rights on the queue: > > > > > > CommentOnTicket > > > CreateTicket > > > DeleteTicket > > > OwnTicket > > > SeeQueue > > > ShowOutgoingEmail > > > ShowTicket > > > ShowTicketComments > > > StealTicket > > > TakeTicket > > > Watch > > > WatchAsAdminCc > > > > > > (Note absense of "ReplyToTicket") > > > > > > However when I login as a user in this group and view a ticket I still > > > see options/links to and the ability to reply. What am I missing here? > > > > > > Thanks, > > > Max > > > > > > (I'm running version 3.6.5) > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > > > If you sign up for a new RT support contract before December 31, we'll take > > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > From cshort at n6.com.au Thu Nov 29 21:51:37 2007 From: cshort at n6.com.au (Christopher Short) Date: Thu, 29 Nov 2007 18:51:37 -0800 Subject: [rt-users] What is WebNoAuthRegex ? Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300708472890@EXVMBX015-3.exch015.msoutlookonline.net> Okay, I'm not sure whether I need to use it or not, but I'd like to find out what WebNoAuthRegex does and/or how it would be used. There's next to no documentation on it - RT Essentials just has the same as the Config file "What portion of RT's URLspace should not require authentication." It's not mentioned at all on the wiki. I'm v familiar with regexes, so you needn't explain them. thanks, Christopher -------------- next part -------------- An HTML attachment was scrubbed... URL: From max.clark at gmail.com Thu Nov 29 23:06:44 2007 From: max.clark at gmail.com (Max Clark) Date: Thu, 29 Nov 2007 20:06:44 -0800 Subject: [rt-users] Error with ACL? In-Reply-To: <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> Message-ID: <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> Todd, Great tool - unfortunately the display show the rights that I expect to see - no user or group has ReplyToTicket rights on this queue. What else should I be looking at? Thanks, Max On 11/29/07, Todd Chapman wrote: > The extension RTx::RightsMatrix can help you understand how any > individual has gained rights in RT. Plus, the author is a really cool > guy. ;) > > http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm > > On 11/29/07, Max Clark wrote: > > Okay - I can live with the links still appearing, but I can reply > > (correspond) on the ticket even without the ReplyToTicket permission. > > That is a problem. > > > > On Nov 29, 2007 2:48 PM, Todd Chapman wrote: > > > Permissions are not checked when rendering the links, only when the > > > action is attempted. > > > > > > > > > On 11/29/07, Max Clark wrote: > > > > Hello, > > > > > > > > I want to assign permissions for a group to be able to manage tickets > > > > in a queue and comment on them but not reply. I've assigned the group > > > > the following rights on the queue: > > > > > > > > CommentOnTicket > > > > CreateTicket > > > > DeleteTicket > > > > OwnTicket > > > > SeeQueue > > > > ShowOutgoingEmail > > > > ShowTicket > > > > ShowTicketComments > > > > StealTicket > > > > TakeTicket > > > > Watch > > > > WatchAsAdminCc > > > > > > > > (Note absense of "ReplyToTicket") > > > > > > > > However when I login as a user in this group and view a ticket I still > > > > see options/links to and the ability to reply. What am I missing here? > > > > > > > > Thanks, > > > > Max > > > > > > > > (I'm running version 3.6.5) > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > > > > > If you sign up for a new RT support contract before December 31, we'll take > > > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > From edward.kovarski at groupkae.com Fri Nov 30 01:56:41 2007 From: edward.kovarski at groupkae.com (Edward Kovarski) Date: Fri, 30 Nov 2007 01:56:41 -0500 Subject: [rt-users] Integration Message-ID: <62F28CF2-8880-45FE-8712-FDC322296EC5@groupkae.com> Has anybody done any integration between RT and a billing system? We have been approached at looking at the feasibility of integrating it with Dynamics GP (Great Plains) and I wanted to see if anybody has any experience with it. Looking for the pro's and con's and more specifically any gotcha's that we should look out for. Any insight on this is greatly appreciated. Ed From elacour at easter-eggs.com Fri Nov 30 02:06:16 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 30 Nov 2007 08:06:16 +0100 Subject: [rt-users] Integration In-Reply-To: <62F28CF2-8880-45FE-8712-FDC322296EC5@groupkae.com> References: <62F28CF2-8880-45FE-8712-FDC322296EC5@groupkae.com> Message-ID: <20071130070615.GB4983@easter-eggs.com> On Fri, Nov 30, 2007 at 01:56:41AM -0500, Edward Kovarski wrote: > > Has anybody done any integration between RT and a billing system? > > We have been approached at looking at the feasibility of integrating > it with Dynamics GP (Great Plains) and I wanted to see if anybody has > any experience with it. Looking for the pro's and con's and more > specifically any gotcha's that we should look out for. > > Any insight on this is greatly appreciated. > Here we added a link on the ticket Disply tab when it's closed to Invoice it. When clicking, we do an XMLRPC request to our billing system, to get the list of contracts/prices (different kind for tifferent kind of ticket) for this customer (each queue correspond to a customer). So the user choose the contract, enter a short description of the problem (the first transaction is copied to help him), then submit. The billing is then done by XMLRPC and the contract is writen in a customfield 'contract' and a customfield "billing" is filed with "ok" (if this ticket don't need to be billed, users can change this customfield to 'not needed'). SO based on those customfields, the ling "Invoice" don't appear anymore, the ticket is closed and invoiced. It's far from perfect (I would like to refactor this and refactor ou billing app ... when time free :(), but it works. From elacour at easter-eggs.com Fri Nov 30 04:14:27 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 30 Nov 2007 10:14:27 +0100 Subject: [rt-users] HasRight called with no valid object Message-ID: <20071130091426.GF4983@easter-eggs.com> Ehlo, I have this curious message when running the follwing script on rt 3.6.3/RH4/Oracle9/DBIx::SearchBuilder 1.49 (with patch groupclause): [crit]: HasRight called with no valid object (/pkg/rt/rt/lib/RT/Principal_Overlay.pm:321) It happen many times for SetPrivileged(0), but at the end, the function succeed, the user is no longer Privileged. Thanks for any hint/idea to explain/solve this :) The script: ====cut==== my $users_obj = new RT::Users( $CurrentUser ); $users_obj->LimitToPrivileged; while (my $user_obj = $users_obj->Next) { my $user_name = $user_obj->Name; if ($user_obj->HasRight( Object=> $RT::System, Right => 'SuperUser')) { print "User: $user_name skipped: SuperUser\n"; next; } my $GroupMembers = RT::GroupMembers->new($CurrentUser); $GroupMembers->Limit( FIELD => 'MemberId', VALUE => $user_obj->Id ); my $alias = $GroupMembers->Join( TYPE => 'left', ALIAS1 => 'main', FIELD1 => 'GroupId', TABLE2 => 'Groups', FIELD2 => 'id' ); $GroupMembers->Limit( ALIAS => $alias, FIELD => 'Domain', OPERATOR => '=', VALUE => 'UserDefined', ); my $found = 0; while ( my $GroupMember = $GroupMembers->Next ) { $found = 1; last; } if ($found) { print "User: $user_name skipped: member of one or more groups\n"; next; } if (!grep{ $user_name eq $_} @blacklist) { print "User: $user_name\n" if ($debug); print "\tAction: unset privileged\n" if ($debug); ($code,$msg) = $user_obj->SetPrivileged(0) if (!$dryrun); print STDERR "Unprivilege FAILED: User - $user_name: $msg\n" if ($msg !~ /That user is (now|already) unprivileged/); } } ====cut==== From nicolas.chuche at barna.be Fri Nov 30 06:16:29 2007 From: nicolas.chuche at barna.be (Nicolas Chuche) Date: Fri, 30 Nov 2007 12:16:29 +0100 Subject: [rt-users] What is WebNoAuthRegex ? In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F300708472890@EXVMBX015-3.exch015.msoutlookonline.net> References: <415AD65C134E3F4FA0B4D06C88D63F300708472890@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <742e684f0711300316l212a3782pf6752ffbde27edc5@mail.gmail.com> > Okay, I'm not sure whether I need to use it or not, but I'd like to find > out what WebNoAuthRegex does and/or how it would be used. If an URL matches $WebNoAuthRegex, it doesn't require authentication The default is fixed in RT_Config.pm : # WebNoAuthRegex - What portion of RT's URLspace should not require # authentication. Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); It's handled in html/autohandler From jan.grant at bristol.ac.uk Fri Nov 30 07:20:35 2007 From: jan.grant at bristol.ac.uk (Jan Grant) Date: Fri, 30 Nov 2007 12:20:35 +0000 (GMT) Subject: [rt-users] Is lib/RT/Queues_Overlay.pm AddRecord a bug? Message-ID: <20071130120640.O83722@tribble.ilrt.bris.ac.uk> Looking for an appropriate way to get the following behaviour, being stymied by the return unless $Queue->CurrentUserHasRight('SeeQueue'); line. Basically: we have teams here. We're using RT predominantly internally to manage inter-team requests (to stop them getting dropped on the floor). Since we want to get rid of having to pester middle-men, our config gives "CreateTicket" to all Privileged members globally. This works: we can raise tickets in any team's queues (which they can then reject if necessary, but the point is that we don't have to say to someone, "please raise a ticket in your team's queue", which defeats the object). BUT: there are many queues. In an attempt to reduce clutter on the front page, we're interested in allocating SeeQueue on queue X to groups only associated with team X. That way the front page has a less cluttered Elements/QuickSearch. (Summary: we have queues where users may have CreateTicket but not SeeQueue.) Now, it appears that lib/RT/Queues_Overlay AddRecord us using SeeQueue not just for UI creation, but assigning it additional semantics: if I ask for queues where I have the CreateTicket rights, I only get a list of queues where I have both CreateTicket AND SeeQueue. I think that's broken: I can raise tickets via the mailgate, for example, solely on the basis of "CreateTicket". But the "new ticket in" dropdown (Elements/CreateTicket) doesn't show me all queues I have that right on. So, I'm wondering where to go from here. My options appear to be, firstly, to remove the SeeQueue filtering that goes on in Queues_Overlay/AddRecord. I'm not sure how much code relies on that test, however. The second option is to accept that SeeQueue's semantics are overloaded by RT::Queues, and to add an additional right to manage the visibility of queues within UI elements. If I'm barking up the wrong tree please let me know! - I basically can't figure out what SeeQueue should really be for. Looking for advice as to the best way to proceed. Cheers, jan -- jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/ Tel +44 (0)117 3317661 http://ioctl.org/jan/ Leverage that synergy! Ooh yeah, looking good! Now stretch - and relax. From gueder at gmail.com Fri Nov 30 08:01:08 2007 From: gueder at gmail.com (Christian Gueder) Date: Fri, 30 Nov 2007 14:01:08 +0100 Subject: [rt-users] Missing Links in "10 highest priority tickets I own" Message-ID: <2acb70eb0711300501i48c55677mc881a0937af390fd@mail.gmail.com> Dear friends, We are using RequestTracker in our IT environment now for over a year and it really rocks! Unfortunately, to enhance the usability of RT, i modified the saved search named "[_1] highest priority tickets I own" as follows: Owner = '__CurrentUser__' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled' OR Status = 'resolved') That means, i just added the status 'stalled' with an OR to the search. First, the Links in the list "10 highest priority tickets I own" disappeared for all users, then i tried some other configurations, and (at least i thougt) the links worked again for all users. Now i remarked, that i am the own user who can still use the list with links. Does anybody have an idea? I have no clue what rights i must set, we also don't have special rights for users, only queues or groups. We are using Debian Sarge with RT 3.6.1 using PostgreSQL 7.4.17. Thanks, chris From todd at chaka.net Fri Nov 30 08:41:36 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 30 Nov 2007 08:41:36 -0500 Subject: [rt-users] Error with ACL? In-Reply-To: <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> Message-ID: <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> Max, I just reviewed the relevant RT code: sub Correspond { my $self = shift; my %args = ( CcMessageTo => undef, BccMessageTo => undef, MIMEObj => undef, Content => undef, TimeTaken => 0, @_ ); unless ( ( $self->CurrentUserHasRight('ReplyToTicket') ) or ( $self->CurrentUserHasRight('ModifyTicket') ) ) { return ( 0, $self->loc("Permission Denied"), undef ); } As you can see, ModifyTicket is all you need to reply to a ticket. I don't know why that is but you could change the code. On 11/29/07, Max Clark wrote: > Todd, > > Great tool - unfortunately the display show the rights that I expect > to see - no user or group has ReplyToTicket rights on this queue. What > else should I be looking at? > > Thanks, > Max > > On 11/29/07, Todd Chapman wrote: > > The extension RTx::RightsMatrix can help you understand how any > > individual has gained rights in RT. Plus, the author is a really cool > > guy. ;) > > > > http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm > > > > On 11/29/07, Max Clark wrote: > > > Okay - I can live with the links still appearing, but I can reply > > > (correspond) on the ticket even without the ReplyToTicket permission. > > > That is a problem. > > > > > > On Nov 29, 2007 2:48 PM, Todd Chapman wrote: > > > > Permissions are not checked when rendering the links, only when the > > > > action is attempted. > > > > > > > > > > > > On 11/29/07, Max Clark wrote: > > > > > Hello, > > > > > > > > > > I want to assign permissions for a group to be able to manage tickets > > > > > in a queue and comment on them but not reply. I've assigned the group > > > > > the following rights on the queue: > > > > > > > > > > CommentOnTicket > > > > > CreateTicket > > > > > DeleteTicket > > > > > OwnTicket > > > > > SeeQueue > > > > > ShowOutgoingEmail > > > > > ShowTicket > > > > > ShowTicketComments > > > > > StealTicket > > > > > TakeTicket > > > > > Watch > > > > > WatchAsAdminCc > > > > > > > > > > (Note absense of "ReplyToTicket") > > > > > > > > > > However when I login as a user in this group and view a ticket I still > > > > > see options/links to and the ability to reply. What am I missing here? > > > > > > > > > > Thanks, > > > > > Max > > > > > > > > > > (I'm running version 3.6.5) > > > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > > > > > > > If you sign up for a new RT support contract before December 31, we'll take > > > > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > > > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > > > > > > > > > > Community help: http://wiki.bestpractical.com > > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > > > > > From todd at chaka.net Fri Nov 30 08:46:49 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 30 Nov 2007 08:46:49 -0500 Subject: [rt-users] Is lib/RT/Queues_Overlay.pm AddRecord a bug? In-Reply-To: <20071130120640.O83722@tribble.ilrt.bris.ac.uk> References: <20071130120640.O83722@tribble.ilrt.bris.ac.uk> Message-ID: <519782dc0711300546l43fa6334iffd9cbde456657f7@mail.gmail.com> In more versions of RT 3.6.x (all?) you can customizer per-user what queues show up under Quick Search. This would be much better than trying to monkey with rights. On 11/30/07, Jan Grant wrote: > Looking for an appropriate way to get the following behaviour, being > stymied by the > return unless $Queue->CurrentUserHasRight('SeeQueue'); > line. > > Basically: we have teams here. We're using RT predominantly internally > to manage inter-team requests (to stop them getting dropped on the > floor). Since we want to get rid of having to pester middle-men, our > config gives "CreateTicket" to all Privileged members globally. > > This works: we can raise tickets in any team's queues (which they can > then reject if necessary, but the point is that we don't have to say to > someone, "please raise a ticket in your team's queue", which defeats the > object). > > BUT: there are many queues. In an attempt to reduce clutter on the front > page, we're interested in allocating SeeQueue on queue X to groups only > associated with team X. That way the front page has a less cluttered > Elements/QuickSearch. > > > (Summary: we have queues where users may have CreateTicket but not > SeeQueue.) > > > Now, it appears that lib/RT/Queues_Overlay AddRecord us using SeeQueue > not just for UI creation, but assigning it additional semantics: if I > ask for queues where I have the CreateTicket rights, I only get a list > of queues where I have both CreateTicket AND SeeQueue. > > I think that's broken: I can raise tickets via the mailgate, for > example, solely on the basis of "CreateTicket". But the "new ticket in" > dropdown (Elements/CreateTicket) doesn't show me all queues I have that > right on. > > > So, I'm wondering where to go from here. My options appear to be, > firstly, to remove the SeeQueue filtering that goes on in > Queues_Overlay/AddRecord. I'm not sure how much code relies on that > test, however. > > The second option is to accept that SeeQueue's semantics are overloaded > by RT::Queues, and to add an additional right to manage the visibility > of queues within UI elements. > > > If I'm barking up the wrong tree please let me know! - I basically can't > figure out what SeeQueue should really be for. Looking for advice as to > the best way to proceed. > > Cheers, > jan > > -- > jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/ > Tel +44 (0)117 3317661 http://ioctl.org/jan/ > Leverage that synergy! Ooh yeah, looking good! Now stretch - and relax. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From gentgeen at linuxmail.org Fri Nov 30 08:57:51 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Fri, 30 Nov 2007 08:57:51 -0500 Subject: [rt-users] Searching by Custom Fields In-Reply-To: <008101c832d1$3e9a9190$bbcfb4b0$@edu> References: <008101c832d1$3e9a9190$bbcfb4b0$@edu> Message-ID: <20071130085751.69355685@localhost.localdomain> On Thu, 29 Nov 2007 16:46:05 -0500 "Jen Scales" wrote: > I apologize in advance if this question has already been asked as I > have not found a quick way to search the archives Since someone already answered your main question, I figured I would answer this one. I like to use http://www.gossamer-threads.com/lists/rt/users/ -- Friendly UI and pretty descent search features. -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From Holger.Haase at stepstone.de Fri Nov 30 09:25:16 2007 From: Holger.Haase at stepstone.de (Holger Haase) Date: Fri, 30 Nov 2007 15:25:16 +0100 Subject: [rt-users] attachments on reply Message-ID: <22C8573C220A324BAB1F531746686C58C6F9F0@DE-2K3EX-DUS01.stepstone.asa> Hi all, Is there any way forwarding attachments when replying in addition to store them in the ticket? I use RT3.4.6 Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From m.d.chappell at bath.ac.uk Fri Nov 30 10:25:27 2007 From: m.d.chappell at bath.ac.uk (Mark Chappell) Date: Fri, 30 Nov 2007 15:25:27 +0000 Subject: [rt-users] RT related Postgres question Message-ID: <47502B67.9080408@bath.ac.uk> This is possibly slightly OT, if so I apologize. I'm most of the way through getting RT to behave under postgres, however I seem to be hitting a problem with the query optimizer. When RT tries to pull out the ticket history for a user it runs the following query SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId ) WHERE (Groups_1.Domain = 'RT::Ticket-Role') AND (Groups_1.Type = 'Requestor') AND ( ( Users_3.id = '554' ) AND ( main.Status = 'open' OR main.Status = 'new' OR main.Status = 'stalled' OR main.Status = 'resolved' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.Status ASC limit 10; Now with our DB this is currently taking about 10 seconds. For some reason Postgres is getting it's row predictions way out. -> Seq Scan on tickets main (cost=0.00..17539.97 rows=1485 width=168) (actual time=0.040..846.740 rows=298633 loops=1) Filter: ((((status)::text = 'open'::text) OR ((status)::text = 'new'::text) OR ((status)::text = 'stalled'::text) OR ((status)::text = 'resolved'::text)) AND (("type")::text = 'ticket'::text) AND (effectiveid = id)) If however I remove the "main.EffectiveId=main.id" chunk of the query it uses a far more efficient query. Only a very small proportion of our tickets are merged Anybody here seen this and/or know where to start looking for how to correct this? I have run "VACUUM FULL ANALYZE" and tried playing with the statistics on Tickets but to no avail. Mark -- Mark Chappell Unix Systems Administrator From gmessmer at u.washington.edu Fri Nov 30 11:13:46 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Fri, 30 Nov 2007 08:13:46 -0800 Subject: [rt-users] How to Configure RT with MS Exchange 2007 In-Reply-To: <474E9629.3030109@autoform.de> References: <474D94B7.7020908@autoform.de> <20071128172215.GR2906@easter-eggs.com> <474E9629.3030109@autoform.de> Message-ID: <475036BA.1000500@u.washington.edu> tariq.doukkali wrote: > In the file /etc/postfix/maincf: > .... > replayhost="IP-Adress of Courier-mail server" > ... > > Now we changed our mail server form courier to exchange 2007. I > configured the IP adress of exchange server in the /etc/postfix/maincf > as replayhost. This configuration dont works!!! the mail notification > through RT dont works again !! ... I'm assuming that you mean "relayhost". Postfix should be logging any errors that occur when it tries to send mail to the exchange server. Start by checking your postfix logs. From boris.lytochkin at e-port.ru Fri Nov 30 11:20:21 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Fri, 30 Nov 2007 19:20:21 +0300 Subject: [rt-users] [RT 3.6.5RC1] Uninformative 'Permission denied' in log & mail Message-ID: <673951573.20071130192021@e-port.ru> Today I faced problem with mail delivery into RT: [Thu Nov 29 19:39:14 2007] [debug]: Found a ticket ID. It's 105503 (/usr/local/rt3/lib/RT/Interface/Email.pm:477) [Thu Nov 29 19:39:14 2007] [debug]: SpamHeader: Accepting non-spam message. From: was bla-bla. (/usr/local/rt3/lib/RT/Interface/Email/Filter/SpamHeader.pm:78) [Thu Nov 29 19:39:14 2007] [crit]: Permission Denied (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Thu Nov 29 19:39:14 2007] [error]: Could not record email: Message not recorded: Permission Denied (/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) E-mail returned message was not informative too. So I created patch, adding some kind of debug, i.e.: diff -aur RT.old/ACE_Overlay.pm RT/ACE_Overlay.pm --- RT.old/ACE_Overlay.pm Thu May 17 07:11:33 2007 +++ RT/ACE_Overlay.pm Fri Nov 30 17:28:06 2007 @@ -250,13 +250,13 @@ unless ( $self->CurrentUser->HasRight( Object => $args{'Object'}, Right => 'AdminGroup' ) ) { - return ( 0, $self->loc('Permission Denied') ); + return ( 0, __FILE__.'('.__LINE__.'): '.$self->loc('Permission Denied') ); } } ... patch is very simple: #!/bin/sh cd /rt/lib grep -lR 'Permission Denied' ./| xargs sed -i.bakpd -E "s,([$]self->loc\(['\"]Permission Denied['\"]\)),__FILE__.'('.__LINE__.'): '.\1," grep -lR '__LINE__' ./ |while read tt; do perl -c $tt; done find ./ -name \*.backpd -delete It's just a crutch, and right variant is to supply human-readable reasons. (In my case it was: "You have no right to reply to this ticket" (/usr/local/rt3/lib/RT/Ticket_Overlay.pm, 2348) -- Boris Lytochkin, JSC e-port, Moscow From KFCrocker at lbl.gov Fri Nov 30 12:34:03 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 30 Nov 2007 09:34:03 -0800 Subject: [rt-users] Is lib/RT/Queues_Overlay.pm AddRecord a bug? In-Reply-To: <20071130120640.O83722@tribble.ilrt.bris.ac.uk> References: <20071130120640.O83722@tribble.ilrt.bris.ac.uk> Message-ID: <4750498B.7010008@lbl.gov> Jan, My understanding of the "SeeQueue" and "CreateTicket" rights are that they are related/coupled when creating ticket via WebUI. It's the same thing as granting "CreateTicket" globally but also needing the email/correspondence address of any queue you want to create a ticket in using self-service. In other words, granting the "SeeQueue" right to a group for a queue accomplishes the same filtering effect for creating a ticket via WebUI as giving/witholding the email/correspond address to a queue from a user so they can/can't create tickets via email (unless you have given them the ability to "SeeConfigTab", which would be highly unlikely/unwise for someone who should only be creating tickets). It makes sense to me and I don't see it as broken. As to your idea of granting "SeeQueue" on a "group only to queue" basis sounds like the right approach. Nothing broken and no need for changes to code. Hope this helps. Kenn LBNL On 11/30/2007 4:20 AM, Jan Grant wrote: > Looking for an appropriate way to get the following behaviour, being > stymied by the > return unless $Queue->CurrentUserHasRight('SeeQueue'); > line. > > Basically: we have teams here. We're using RT predominantly internally > to manage inter-team requests (to stop them getting dropped on the > floor). Since we want to get rid of having to pester middle-men, our > config gives "CreateTicket" to all Privileged members globally. > > This works: we can raise tickets in any team's queues (which they can > then reject if necessary, but the point is that we don't have to say to > someone, "please raise a ticket in your team's queue", which defeats the > object). > > BUT: there are many queues. In an attempt to reduce clutter on the front > page, we're interested in allocating SeeQueue on queue X to groups only > associated with team X. That way the front page has a less cluttered > Elements/QuickSearch. > > > (Summary: we have queues where users may have CreateTicket but not > SeeQueue.) > > > Now, it appears that lib/RT/Queues_Overlay AddRecord us using SeeQueue > not just for UI creation, but assigning it additional semantics: if I > ask for queues where I have the CreateTicket rights, I only get a list > of queues where I have both CreateTicket AND SeeQueue. > > I think that's broken: I can raise tickets via the mailgate, for > example, solely on the basis of "CreateTicket". But the "new ticket in" > dropdown (Elements/CreateTicket) doesn't show me all queues I have that > right on. > > > So, I'm wondering where to go from here. My options appear to be, > firstly, to remove the SeeQueue filtering that goes on in > Queues_Overlay/AddRecord. I'm not sure how much code relies on that > test, however. > > The second option is to accept that SeeQueue's semantics are overloaded > by RT::Queues, and to add an additional right to manage the visibility > of queues within UI elements. > > > If I'm barking up the wrong tree please let me know! - I basically can't > figure out what SeeQueue should really be for. Looking for advice as to > the best way to proceed. > > Cheers, > jan > From max.clark at gmail.com Fri Nov 30 13:26:58 2007 From: max.clark at gmail.com (Max Clark) Date: Fri, 30 Nov 2007 10:26:58 -0800 Subject: [rt-users] Error with ACL? In-Reply-To: <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> Message-ID: <2fa1e1780711301026l32bb4a9eobf8b341798dfca32@mail.gmail.com> Isn't this a bug? Or is it really intended for ModifyTicket to have ReplyToTicket rights? -Max (Patch attached) On Nov 30, 2007 5:41 AM, Todd Chapman wrote: > Max, > > I just reviewed the relevant RT code: > > sub Correspond { > my $self = shift; > my %args = ( CcMessageTo => undef, > BccMessageTo => undef, > MIMEObj => undef, > Content => undef, > TimeTaken => 0, > @_ ); > > unless ( ( $self->CurrentUserHasRight('ReplyToTicket') ) > or ( $self->CurrentUserHasRight('ModifyTicket') ) ) { > return ( 0, $self->loc("Permission Denied"), undef ); > } > > > As you can see, ModifyTicket is all you need to reply to a ticket. I > don't know why that is but you could change the code. > > > On 11/29/07, Max Clark wrote: > > Todd, > > > > Great tool - unfortunately the display show the rights that I expect > > to see - no user or group has ReplyToTicket rights on this queue. What > > else should I be looking at? > > > > Thanks, > > Max > > > > On 11/29/07, Todd Chapman wrote: > > > The extension RTx::RightsMatrix can help you understand how any > > > individual has gained rights in RT. Plus, the author is a really cool > > > guy. ;) > > > > > > http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm > > > > > > On 11/29/07, Max Clark wrote: > > > > Okay - I can live with the links still appearing, but I can reply > > > > (correspond) on the ticket even without the ReplyToTicket permission. > > > > That is a problem. > > > > > > > > On Nov 29, 2007 2:48 PM, Todd Chapman wrote: > > > > > Permissions are not checked when rendering the links, only when the > > > > > action is attempted. > > > > > > > > > > > > > > > On 11/29/07, Max Clark wrote: > > > > > > Hello, > > > > > > > > > > > > I want to assign permissions for a group to be able to manage tickets > > > > > > in a queue and comment on them but not reply. I've assigned the group > > > > > > the following rights on the queue: > > > > > > > > > > > > CommentOnTicket > > > > > > CreateTicket > > > > > > DeleteTicket > > > > > > OwnTicket > > > > > > SeeQueue > > > > > > ShowOutgoingEmail > > > > > > ShowTicket > > > > > > ShowTicketComments > > > > > > StealTicket > > > > > > TakeTicket > > > > > > Watch > > > > > > WatchAsAdminCc > > > > > > > > > > > > (Note absense of "ReplyToTicket") > > > > > > > > > > > > However when I login as a user in this group and view a ticket I still > > > > > > see options/links to and the ability to reply. What am I missing here? > > > > > > > > > > > > Thanks, > > > > > > Max > > > > > > > > > > > > (I'm running version 3.6.5) > > > > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > > > > > > > > > If you sign up for a new RT support contract before December 31, we'll take > > > > > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > > > > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > > > > > > > > > > > > > Community help: http://wiki.bestpractical.com > > > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > > > > > > > > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: ticket_overlay.patch Type: text/x-patch Size: 449 bytes Desc: not available URL: From max.clark at gmail.com Fri Nov 30 13:35:40 2007 From: max.clark at gmail.com (Max Clark) Date: Fri, 30 Nov 2007 10:35:40 -0800 Subject: [rt-users] Change Default Sort of "Top Ten Tickets" Message-ID: <2fa1e1780711301035k767c1477x7108d937c94005a6@mail.gmail.com> Hello, The order of the ticket history can be changed with $OldestTransactionsFirst, is there a configuration setting that will invert the top tickets display on the homepage or is this a code change? Thanks, Max From KFCrocker at lbl.gov Fri Nov 30 13:51:36 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 30 Nov 2007 10:51:36 -0800 Subject: [rt-users] Error with ACL? In-Reply-To: <2fa1e1780711301026l32bb4a9eobf8b341798dfca32@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> <2fa1e1780711301026l32bb4a9eobf8b341798dfca32@mail.gmail.com> Message-ID: <47505BB8.90401@lbl.gov> Max, Why would it be considered a bug? Wouldn't the person making changes be a person of interest? Wouldn't any person of interest want to know what is going on about a ticket? Kenn LBNL On 11/30/2007 10:26 AM, Max Clark wrote: > Isn't this a bug? Or is it really intended for ModifyTicket to have > ReplyToTicket rights? > > -Max > > (Patch attached) > > > On Nov 30, 2007 5:41 AM, Todd Chapman wrote: >> Max, >> >> I just reviewed the relevant RT code: >> >> sub Correspond { >> my $self = shift; >> my %args = ( CcMessageTo => undef, >> BccMessageTo => undef, >> MIMEObj => undef, >> Content => undef, >> TimeTaken => 0, >> @_ ); >> >> unless ( ( $self->CurrentUserHasRight('ReplyToTicket') ) >> or ( $self->CurrentUserHasRight('ModifyTicket') ) ) { >> return ( 0, $self->loc("Permission Denied"), undef ); >> } >> >> >> As you can see, ModifyTicket is all you need to reply to a ticket. I >> don't know why that is but you could change the code. >> >> >> On 11/29/07, Max Clark wrote: >>> Todd, >>> >>> Great tool - unfortunately the display show the rights that I expect >>> to see - no user or group has ReplyToTicket rights on this queue. What >>> else should I be looking at? >>> >>> Thanks, >>> Max >>> >>> On 11/29/07, Todd Chapman wrote: >>>> The extension RTx::RightsMatrix can help you understand how any >>>> individual has gained rights in RT. Plus, the author is a really cool >>>> guy. ;) >>>> >>>> http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm >>>> >>>> On 11/29/07, Max Clark wrote: >>>>> Okay - I can live with the links still appearing, but I can reply >>>>> (correspond) on the ticket even without the ReplyToTicket permission. >>>>> That is a problem. >>>>> >>>>> On Nov 29, 2007 2:48 PM, Todd Chapman wrote: >>>>>> Permissions are not checked when rendering the links, only when the >>>>>> action is attempted. >>>>>> >>>>>> >>>>>> On 11/29/07, Max Clark wrote: >>>>>>> Hello, >>>>>>> >>>>>>> I want to assign permissions for a group to be able to manage tickets >>>>>>> in a queue and comment on them but not reply. I've assigned the group >>>>>>> the following rights on the queue: >>>>>>> >>>>>>> CommentOnTicket >>>>>>> CreateTicket >>>>>>> DeleteTicket >>>>>>> OwnTicket >>>>>>> SeeQueue >>>>>>> ShowOutgoingEmail >>>>>>> ShowTicket >>>>>>> ShowTicketComments >>>>>>> StealTicket >>>>>>> TakeTicket >>>>>>> Watch >>>>>>> WatchAsAdminCc >>>>>>> >>>>>>> (Note absense of "ReplyToTicket") >>>>>>> >>>>>>> However when I login as a user in this group and view a ticket I still >>>>>>> see options/links to and the ability to reply. What am I missing here? >>>>>>> >>>>>>> Thanks, >>>>>>> Max >>>>>>> >>>>>>> (I'm running version 3.6.5) >>>>>>> _______________________________________________ >>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>> >>>>>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>>>>> >>>>>>> If you sign up for a new RT support contract before December 31, we'll take >>>>>>> up to 20 percent off the price. This sale won't last long, so get in touch today. >>>>>>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>>>>>> >>>>>>> >>>>>>> Community help: http://wiki.bestpractical.com >>>>>>> Commercial support: sales at bestpractical.com >>>>>>> >>>>>>> >>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>>> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Fri Nov 30 14:14:12 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 30 Nov 2007 14:14:12 -0500 Subject: [rt-users] Warnings when replying to a ticket In-Reply-To: References: <2fa1e1780711281838i628016f2x2ff12178d83f6f34@mail.gmail.com> <20071129054111.GG12099@bestpractical.com> Message-ID: <20071130191412.GJ7311@bestpractical.com> Thanks! Applied. On Thu, Nov 29, 2007 at 08:09:14AM +0100, Dirk Pape wrote: > Hello, > > --Am 29. November 2007 00:41:12 -0500 schrieb Jesse Vincent > : > > >Nope. They're cases where perl has gotten smarter and stricter about > >possibly sloppy coding. Until relatively recently, a bug in RT hid them > >from view. We've been slowly going through and cleaning up the codebase > >to eliminate them. RT 3.6.5 and 3.6.6 improve things somewhat. (3.6.6 is > >coming soon) and 3.8 does a whole lot better. > > I already have a patch on basis of 3.6.5, which improves things here: > > > There are one to three warnings left here, which I will eliminate soon, > when I am not too busy any more. > > Regards, Dirk. > > -- > Dr. Dirk Pape (eAS - Projektleitung Campus Management) > Freie Universitaet Berlin > Grunewaldstr. 34a, 12165 Berlin > Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 > -- From max.clark at gmail.com Fri Nov 30 14:14:39 2007 From: max.clark at gmail.com (Max Clark) Date: Fri, 30 Nov 2007 11:14:39 -0800 Subject: [rt-users] Error with ACL? In-Reply-To: <47505BB8.90401@lbl.gov> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> <2fa1e1780711301026l32bb4a9eobf8b341798dfca32@mail.gmail.com> <47505BB8.90401@lbl.gov> Message-ID: <2fa1e1780711301114q5cc38faawd8a04c51021d8e66@mail.gmail.com> > Why would it be considered a bug? Wouldn't the person making changes be > a person of interest? Wouldn't any person of interest want to know what > is going on about a ticket? What has that have to do with the rights to ReplyToTicket? I am not talking about Watcher, AdminCC, or CC privileges here. I am talking about the right for a user to reply to a ticket and send correspondence. To me ModifyTicket != ReplyToTicket just like it shouldn't mean CommentOnTicket or DeleteTicket and that's why I perceive this as a bug. My permissions requirements for this Queue are straightforward. I need to assign rights for a group to view, modify (reassign, move, associate, close), and comment on a ticket. This should be accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket inherits ReplyToTicket rights which should not happen. -Max From jesse at bestpractical.com Fri Nov 30 14:26:04 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 30 Nov 2007 14:26:04 -0500 Subject: [rt-users] RT related Postgres question In-Reply-To: <47502B67.9080408@bath.ac.uk> References: <47502B67.9080408@bath.ac.uk> Message-ID: <20071130192604.GM7311@bestpractical.com> > > -> Seq Scan on tickets main (cost=0.00..17539.97 rows=1485 width=168) > (actual time=0.040..846.740 rows=298633 loops=1) > Filter: ((((status)::text = 'open'::text) OR ((status)::text = > 'new'::text) OR ((status)::text = 'stalled'::text) OR ((status)::text = > 'resolved'::text)) AND (("type")::text = 'ticket'::text) AND > (effectiveid = id)) > > If however I remove the "main.EffectiveId=main.id" chunk of the query it > uses a far more efficient query. Only a very small proportion of our > tickets are merged > > Anybody here seen this and/or know where to start looking for how to > correct this? I have run "VACUUM FULL ANALYZE" and tried playing with > the statistics on Tickets but to no avail. That sequential scan looks funny. I suspect you really want an index on it. > From ktm at rice.edu Fri Nov 30 14:31:56 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 30 Nov 2007 13:31:56 -0600 Subject: [rt-users] RT related Postgres question In-Reply-To: <47502B67.9080408@bath.ac.uk> References: <47502B67.9080408@bath.ac.uk> Message-ID: <20071130193156.GZ1837@it.is.rice.edu> Mark, Here is a list of indexes that we use here. Check your schema to see if you are missing any. You should not be getting a sequential scan. Ken -----------------INDEXes from rt schema------------------ CREATE INDEX acl1 ON acl USING btree (rightname, objecttype, objectid, principaltype, principalid); CREATE INDEX attachments1 ON attachments USING btree (parent); CREATE INDEX attachments2 ON attachments USING btree (transactionid); CREATE INDEX attachments3 ON attachments USING btree (parent, transactionid); CREATE INDEX attributes1 ON attributes USING btree (name); CREATE INDEX attributes2 ON attributes USING btree (objecttype, objectid); CREATE INDEX cachedgroupmembers2 ON cachedgroupmembers USING btree (memberid); CREATE INDEX cachedgroupmembers3 ON cachedgroupmembers USING btree (groupid); CREATE INDEX customfieldvalues1 ON customfieldvalues USING btree (customfield); CREATE INDEX disgroumem ON cachedgroupmembers USING btree (groupid, memberid, disabled); CREATE INDEX groupmembers1 ON groupmembers USING btree (groupid); CREATE UNIQUE INDEX groups1 ON groups USING btree ("domain", instance, "type", id, name); CREATE INDEX groups2 ON groups USING btree (lower(("type")::text), lower(("domain")::text), instance); CREATE UNIQUE INDEX links1 ON links USING btree (base, target, "type"); CREATE INDEX links4 ON links USING btree ("type", localbase); CREATE INDEX objectcustomfieldvalues1 ON objectcustomfieldvalues USING btree (customfield, objecttype, objectid, content); CREATE INDEX objectcustomfieldvalues2 ON objectcustomfieldvalues USING btree (customfield, objecttype, objectid); CREATE INDEX objectcustomfieldvalues3 ON objectcustomfieldvalues USING btree (objectid, objecttype); CREATE INDEX principals2 ON principals USING btree (objectid); CREATE UNIQUE INDEX queues1 ON queues USING btree (lower((name)::text)); CREATE INDEX ticketcustomfieldvalues1 ON objectcustomfieldvalues USING btree (customfield, objectid, content); CREATE INDEX tickets1 ON tickets USING btree (queue, status); CREATE INDEX tickets2 ON tickets USING btree ("owner"); CREATE INDEX tickets3 ON tickets USING btree (effectiveid); CREATE INDEX tickets4 ON tickets USING btree (status); CREATE INDEX transactions1 ON transactions USING btree (objecttype, objectid); CREATE UNIQUE INDEX users1 ON users USING btree (lower((name)::text)); CREATE INDEX users2 ON users USING btree (lower((emailaddress)::text)); On Fri, Nov 30, 2007 at 03:25:27PM +0000, Mark Chappell wrote: > This is possibly slightly OT, if so I apologize. I'm most of the way > through getting RT to behave under postgres, however I seem to be hitting a > problem with the query optimizer. > > When RT tries to pull out the ticket history for a user it runs the > following query > > SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON ( > Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 > ON ( CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND ( > CachedGroupMembers_2.GroupId = Groups_1.id ) JOIN Users Users_3 ON ( > Users_3.id = CachedGroupMembers_2.MemberId ) WHERE (Groups_1.Domain = > 'RT::Ticket-Role') AND (Groups_1.Type = 'Requestor') AND ( ( Users_3.id = > '554' ) AND ( main.Status = 'open' OR main.Status = 'new' OR main.Status > = 'stalled' OR main.Status = 'resolved' ) ) AND (main.Type = 'ticket') AND > (main.EffectiveId = main.id) ORDER BY main.Status ASC limit 10; > > Now with our DB this is currently taking about 10 seconds. > > For some reason Postgres is getting it's row predictions way out. > > -> Seq Scan on tickets main (cost=0.00..17539.97 rows=1485 width=168) > (actual time=0.040..846.740 rows=298633 loops=1) > Filter: ((((status)::text = 'open'::text) OR ((status)::text = > 'new'::text) OR ((status)::text = 'stalled'::text) OR ((status)::text = > 'resolved'::text)) AND (("type")::text = 'ticket'::text) AND (effectiveid = > id)) > > If however I remove the "main.EffectiveId=main.id" chunk of the query it > uses a far more efficient query. Only a very small proportion of our > tickets are merged > > Anybody here seen this and/or know where to start looking for how to > correct this? I have run "VACUUM FULL ANALYZE" and tried playing with the > statistics on Tickets but to no avail. > > > Mark > -- > Mark Chappell > Unix Systems Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 > 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > From swilson at citizen.org Fri Nov 30 14:47:58 2007 From: swilson at citizen.org (Shawn Wilson) Date: Fri, 30 Nov 2007 14:47:58 -0500 Subject: [rt-users] allowing non rt users to create tickets Message-ID: The way i want this to work - any user on our domain can send an email to an email account and a ticket gets added for them and rt sends them a confirmation email of ticket creation. The tickets may go into a general catagory and we can manually move them into different catagories. Where i'm at - mailgate fetches the emails and sends any user that doesn't have an account a reply email saying 'Could not load a valid user'. I don't want to create hundreds of rt users nor feel it really necessairy to set this up with ldap when i want to accept any and all emails from this domain as tickets - or just accept any and all emails if that is much easier. i hope this is enough to go on, i've been on google for days and i can't figure out how to do this. I haven't done any serious mods to the site config other than what is needed to get it up. Let me know if i need to provide any additional information. This is becoming a pain since the system pretty much does what we want out of the box. Thanks my system info: Ubuntu Dapper LTS Linux tkt.fqdn.org 2.6.15-29-amd64-server #1 SMP Mon Sep 24 17:31:58 UTC 2007 x86_64 GNU/Linux RT request-tracker3.4_3.4.4-1_all.deb Apache Server version: Apache/2.0.55 Server built: Aug 16 2007 22:24:22 MySQL Server version 5.0.22-Debian_0ubuntu6.06.5-log Protocol version 10 Connection Localhost via UNIX socket UNIX socket /var/run/mysqld/mysqld.sock .fetchmailrc # .fetchmailrc poll mail.fqdn.org username foo password bar mda "/usr/bin/rt-mailgate --url http://tkt.fqdn.org/rt/ \ --queue general --action correspond" From KFCrocker at lbl.gov Fri Nov 30 14:50:27 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 30 Nov 2007 11:50:27 -0800 Subject: [rt-users] Error with ACL? In-Reply-To: <2fa1e1780711301114q5cc38faawd8a04c51021d8e66@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> <2fa1e1780711301026l32bb4a9eobf8b341798dfca32@mail.gmail.com> <47505BB8.90401@lbl.gov> <2fa1e1780711301114q5cc38faawd8a04c51021d8e66@mail.gmail.com> Message-ID: <47506983.6010605@lbl.gov> Max, Well, good news for you, ModifyTicket also inherits CommentOnTicket and I think even DeleteTicket. Kenn LBNL On 11/30/2007 11:14 AM, Max Clark wrote: >> Why would it be considered a bug? Wouldn't the person making changes be >> a person of interest? Wouldn't any person of interest want to know what >> is going on about a ticket? > > What has that have to do with the rights to ReplyToTicket? I am not > talking about Watcher, AdminCC, or CC privileges here. I am talking > about the right for a user to reply to a ticket and send > correspondence. To me ModifyTicket != ReplyToTicket just like it > shouldn't mean CommentOnTicket or DeleteTicket and that's why I > perceive this as a bug. > > My permissions requirements for this Queue are straightforward. I need > to assign rights for a group to view, modify (reassign, move, > associate, close), and comment on a ticket. This should be > accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, > SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, > Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket > inherits ReplyToTicket rights which should not happen. > > -Max > From max.clark at gmail.com Fri Nov 30 14:58:57 2007 From: max.clark at gmail.com (Max Clark) Date: Fri, 30 Nov 2007 11:58:57 -0800 Subject: [rt-users] Error with ACL? In-Reply-To: <47506983.6010605@lbl.gov> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> <2fa1e1780711301026l32bb4a9eobf8b341798dfca32@mail.gmail.com> <47505BB8.90401@lbl.gov> <2fa1e1780711301114q5cc38faawd8a04c51021d8e66@mail.gmail.com> <47506983.6010605@lbl.gov> Message-ID: <2fa1e1780711301158w7b796251q1b592ebef96d0ab7@mail.gmail.com> :) Fantastic! So I guess this means that I get to learn alot about the internals of RT as I prepare a large patch. On Nov 30, 2007 11:50 AM, Kenneth Crocker wrote: > Max, > > > Well, good news for you, ModifyTicket also inherits CommentOnTicket and > I think even DeleteTicket. > > > Kenn > LBNL > > > On 11/30/2007 11:14 AM, Max Clark wrote: > >> Why would it be considered a bug? Wouldn't the person making changes be > >> a person of interest? Wouldn't any person of interest want to know what > >> is going on about a ticket? > > > > What has that have to do with the rights to ReplyToTicket? I am not > > talking about Watcher, AdminCC, or CC privileges here. I am talking > > about the right for a user to reply to a ticket and send > > correspondence. To me ModifyTicket != ReplyToTicket just like it > > shouldn't mean CommentOnTicket or DeleteTicket and that's why I > > perceive this as a bug. > > > > My permissions requirements for this Queue are straightforward. I need > > to assign rights for a group to view, modify (reassign, move, > > associate, close), and comment on a ticket. This should be > > accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, > > SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, > > Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket > > inherits ReplyToTicket rights which should not happen. > > > > -Max > > > > From KFCrocker at lbl.gov Fri Nov 30 14:59:59 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 30 Nov 2007 11:59:59 -0800 Subject: [rt-users] Error with ACL? In-Reply-To: <47506983.6010605@lbl.gov> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <519782dc0711291448q4422f7fft6c646851d2032ee9@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> <2fa1e1780711301026l32bb4a9eobf8b341798dfca32@mail.gmail.com> <47505BB8.90401@lbl.gov> <2fa1e1780711301114q5cc38faawd8a04c51021d8e66@mail.gmail.com> <47506983.6010605@lbl.gov> Message-ID: <47506BBF.8080307@lbl.gov> Nope, sorry, DeleteTicket is NOT inherited with the ModifyTicket right. Kenn LBNL On 11/30/2007 11:50 AM, Kenneth Crocker wrote: > Max, > > > Well, good news for you, ModifyTicket also inherits CommentOnTicket > and I think even DeleteTicket. > > > Kenn > LBNL > > On 11/30/2007 11:14 AM, Max Clark wrote: >>> Why would it be considered a bug? Wouldn't the person making changes be >>> a person of interest? Wouldn't any person of interest want to know what >>> is going on about a ticket? >> >> What has that have to do with the rights to ReplyToTicket? I am not >> talking about Watcher, AdminCC, or CC privileges here. I am talking >> about the right for a user to reply to a ticket and send >> correspondence. To me ModifyTicket != ReplyToTicket just like it >> shouldn't mean CommentOnTicket or DeleteTicket and that's why I >> perceive this as a bug. >> >> My permissions requirements for this Queue are straightforward. I need >> to assign rights for a group to view, modify (reassign, move, >> associate, close), and comment on a ticket. This should be >> accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, >> SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, >> Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket >> inherits ReplyToTicket rights which should not happen. >> >> -Max >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From todd at chaka.net Fri Nov 30 15:05:58 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 30 Nov 2007 15:05:58 -0500 Subject: [rt-users] allowing non rt users to create tickets In-Reply-To: References: Message-ID: <519782dc0711301205s7bdce9acudd35aa05b26c8ccf@mail.gmail.com> I would give Unprivileged users the right CreateTicket and then modify RT code to refuse to create users with email not matching some pattern. Better yet, store the pattern in the config file. -Todd On 11/30/07, Shawn Wilson wrote: > The way i want this to work - any user on our domain can send an email > to an email account and a ticket gets added for them and rt sends them a > confirmation email of ticket creation. The tickets may go into a general > catagory and we can manually move them into different catagories. > > Where i'm at - mailgate fetches the emails and sends any user that > doesn't have an account a reply email saying 'Could not load a valid > user'. I don't want to create hundreds of rt users nor feel it really > necessairy to set this up with ldap when i want to accept any and all > emails from this domain as tickets - or just accept any and all emails > if that is much easier. > > i hope this is enough to go on, i've been on google for days and i > can't figure out how to do this. I haven't done any serious mods to the > site config other than what is needed to get it up. Let me know if i > need to provide any additional information. This is becoming a pain > since the system pretty much does what we want out of the box. > > Thanks > > my system info: > Ubuntu Dapper LTS > Linux tkt.fqdn.org 2.6.15-29-amd64-server #1 SMP Mon Sep 24 17:31:58 > UTC 2007 x86_64 GNU/Linux > > RT > request-tracker3.4_3.4.4-1_all.deb > > Apache > Server version: Apache/2.0.55 > Server built: Aug 16 2007 22:24:22 > > MySQL > Server version 5.0.22-Debian_0ubuntu6.06.5-log > Protocol version 10 > Connection Localhost via UNIX socket > UNIX socket /var/run/mysqld/mysqld.sock > > > .fetchmailrc > # .fetchmailrc > poll mail.fqdn.org > username foo > password bar > mda "/usr/bin/rt-mailgate --url http://tkt.fqdn.org/rt/ \ > --queue general --action correspond" > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ktm at rice.edu Fri Nov 30 15:11:19 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 30 Nov 2007 14:11:19 -0600 Subject: [rt-users] allowing non rt users to create tickets In-Reply-To: <519782dc0711301205s7bdce9acudd35aa05b26c8ccf@mail.gmail.com> References: <519782dc0711301205s7bdce9acudd35aa05b26c8ccf@mail.gmail.com> Message-ID: <20071130201118.GB1837@it.is.rice.edu> Shawn, The other piece that you need is a very good spam filter before you pass the message to RT, preferably with a quarantine function so that you can release valid mail to RT automatically. We use DSPAM and are very happy with it. Ken On Fri, Nov 30, 2007 at 03:05:58PM -0500, Todd Chapman wrote: > I would give Unprivileged users the right CreateTicket and then modify > RT code to refuse to create users with email not matching some > pattern. Better yet, store the pattern in the config file. > > -Todd > > On 11/30/07, Shawn Wilson wrote: > > The way i want this to work - any user on our domain can send an email > > to an email account and a ticket gets added for them and rt sends them a > > confirmation email of ticket creation. The tickets may go into a general > > catagory and we can manually move them into different catagories. > > > > Where i'm at - mailgate fetches the emails and sends any user that > > doesn't have an account a reply email saying 'Could not load a valid > > user'. I don't want to create hundreds of rt users nor feel it really > > necessairy to set this up with ldap when i want to accept any and all > > emails from this domain as tickets - or just accept any and all emails > > if that is much easier. > > > > i hope this is enough to go on, i've been on google for days and i > > can't figure out how to do this. I haven't done any serious mods to the > > site config other than what is needed to get it up. Let me know if i > > need to provide any additional information. This is becoming a pain > > since the system pretty much does what we want out of the box. > > > > Thanks > > > > my system info: > > Ubuntu Dapper LTS > > Linux tkt.fqdn.org 2.6.15-29-amd64-server #1 SMP Mon Sep 24 17:31:58 > > UTC 2007 x86_64 GNU/Linux > > > > RT > > request-tracker3.4_3.4.4-1_all.deb > > > > Apache > > Server version: Apache/2.0.55 > > Server built: Aug 16 2007 22:24:22 > > > > MySQL > > Server version 5.0.22-Debian_0ubuntu6.06.5-log > > Protocol version 10 > > Connection Localhost via UNIX socket > > UNIX socket /var/run/mysqld/mysqld.sock > > > > > > .fetchmailrc > > # .fetchmailrc > > poll mail.fqdn.org > > username foo > > password bar > > mda "/usr/bin/rt-mailgate --url http://tkt.fqdn.org/rt/ \ > > --queue general --action correspond" > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll take > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From todd at chaka.net Fri Nov 30 15:17:33 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 30 Nov 2007 15:17:33 -0500 Subject: [rt-users] Error with ACL? In-Reply-To: <2fa1e1780711301158w7b796251q1b592ebef96d0ab7@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> <2fa1e1780711301026l32bb4a9eobf8b341798dfca32@mail.gmail.com> <47505BB8.90401@lbl.gov> <2fa1e1780711301114q5cc38faawd8a04c51021d8e66@mail.gmail.com> <47506983.6010605@lbl.gov> <2fa1e1780711301158w7b796251q1b592ebef96d0ab7@mail.gmail.com> Message-ID: <519782dc0711301217l711b4b4ax8493cbf374a07274@mail.gmail.com> I doubt your patch would be accepted by Jesse. Chances are this isn't a result of some mistake. I'm willing to be that in his view Comment and Reply both modify the ticket so the ability to do those things is implied by the ModifyTicket right. I would recommend doing an _Local overlay to accomplish what you want. Come to think of it, when a ticket is replied to there are other fields in the ticket that are updated. Certain timestamp fields and also TimeWorked I think. Those would all fail if you could reply to the ticket but not modify it. -Todd On 11/30/07, Max Clark wrote: > :) Fantastic! So I guess this means that I get to learn alot about the > internals of RT as I prepare a large patch. > > On Nov 30, 2007 11:50 AM, Kenneth Crocker wrote: > > Max, > > > > > > Well, good news for you, ModifyTicket also inherits CommentOnTicket and > > I think even DeleteTicket. > > > > > > Kenn > > LBNL > > > > > > On 11/30/2007 11:14 AM, Max Clark wrote: > > >> Why would it be considered a bug? Wouldn't the person making changes be > > >> a person of interest? Wouldn't any person of interest want to know what > > >> is going on about a ticket? > > > > > > What has that have to do with the rights to ReplyToTicket? I am not > > > talking about Watcher, AdminCC, or CC privileges here. I am talking > > > about the right for a user to reply to a ticket and send > > > correspondence. To me ModifyTicket != ReplyToTicket just like it > > > shouldn't mean CommentOnTicket or DeleteTicket and that's why I > > > perceive this as a bug. > > > > > > My permissions requirements for this Queue are straightforward. I need > > > to assign rights for a group to view, modify (reassign, move, > > > associate, close), and comment on a ticket. This should be > > > accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, > > > SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, > > > Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket > > > inherits ReplyToTicket rights which should not happen. > > > > > > -Max > > > > > > > > From KFCrocker at lbl.gov Fri Nov 30 15:41:04 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 30 Nov 2007 12:41:04 -0800 Subject: [rt-users] Error with ACL? In-Reply-To: <519782dc0711301217l711b4b4ax8493cbf374a07274@mail.gmail.com> References: <2fa1e1780711291445k2e3ad99ck6d8ae0dabc07071f@mail.gmail.com> <2fa1e1780711291455v6f4ef695p14401deaade57ee@mail.gmail.com> <519782dc0711291711g50c7aec6v4d97dca288e9ffe6@mail.gmail.com> <2fa1e1780711292006s54542805vc5ba1c97feed9edf@mail.gmail.com> <519782dc0711300541l5acb00a7kd4d52f2d2d345ff0@mail.gmail.com> <2fa1e1780711301026l32bb4a9eobf8b341798dfca32@mail.gmail.com> <47505BB8.90401@lbl.gov> <2fa1e1780711301114q5cc38faawd8a04c51021d8e66@mail.gmail.com> <47506983.6010605@lbl.gov> <2fa1e1780711301158w7b796251q1b592ebef96d0ab7@mail.gmail.com> <519782dc0711301217l711b4b4ax8493cbf374a07274@mail.gmail.com> Message-ID: <47507560.4060105@lbl.gov> Thank you. That's what I was referring to. Kenn LBNL On 11/30/2007 12:17 PM, Todd Chapman wrote: > I doubt your patch would be accepted by Jesse. Chances are this isn't > a result of some mistake. I'm willing to be that in his view Comment > and Reply both modify the ticket so the ability to do those things is > implied by the ModifyTicket right. I would recommend doing an _Local > overlay to accomplish what you want. > > Come to think of it, when a ticket is replied to there are other > fields in the ticket that are updated. Certain timestamp fields and > also TimeWorked I think. Those would all fail if you could reply to > the ticket but not modify it. > > -Todd > > On 11/30/07, Max Clark wrote: >> :) Fantastic! So I guess this means that I get to learn alot about the >> internals of RT as I prepare a large patch. >> >> On Nov 30, 2007 11:50 AM, Kenneth Crocker wrote: >>> Max, >>> >>> >>> Well, good news for you, ModifyTicket also inherits CommentOnTicket and >>> I think even DeleteTicket. >>> >>> >>> Kenn >>> LBNL >>> >>> >>> On 11/30/2007 11:14 AM, Max Clark wrote: >>>>> Why would it be considered a bug? Wouldn't the person making changes be >>>>> a person of interest? Wouldn't any person of interest want to know what >>>>> is going on about a ticket? >>>> What has that have to do with the rights to ReplyToTicket? I am not >>>> talking about Watcher, AdminCC, or CC privileges here. I am talking >>>> about the right for a user to reply to a ticket and send >>>> correspondence. To me ModifyTicket != ReplyToTicket just like it >>>> shouldn't mean CommentOnTicket or DeleteTicket and that's why I >>>> perceive this as a bug. >>>> >>>> My permissions requirements for this Queue are straightforward. I need >>>> to assign rights for a group to view, modify (reassign, move, >>>> associate, close), and comment on a ticket. This should be >>>> accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, >>>> SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, >>>> Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket >>>> inherits ReplyToTicket rights which should not happen. >>>> >>>> -Max >>>> >>> > From max.clark at gmail.com Fri Nov 30 15:41:24 2007 From: max.clark at gmail.com (Max Clark) Date: Fri, 30 Nov 2007 12:41:24 -0800 Subject: [rt-users] Code that attaches Signatures to Emails Message-ID: <2fa1e1780711301241w1fef4d52ye2c52d6e65e1558a@mail.gmail.com> Hello, Can someone point me in a direction to the function that attaches a user signature to a correspondence? Specifically I'm curious if I can include template variables in the signature. Thanks, Max From dlamers at elcan.com Fri Nov 30 15:12:09 2007 From: dlamers at elcan.com (Lamers, Dan) Date: Fri, 30 Nov 2007 15:12:09 -0500 Subject: [rt-users] allowing non rt users to create tickets Message-ID: Shawn, RT should work the way you want without modification. You just need to assign the global group rights "CreateTicket" and "ReplyToTicket" to the Everyone system group -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn Wilson Sent: Friday, November 30, 2007 2:48 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] allowing non rt users to create tickets The way i want this to work - any user on our domain can send an email to an email account and a ticket gets added for them and rt sends them a confirmation email of ticket creation. The tickets may go into a general catagory and we can manually move them into different catagories. Where i'm at - mailgate fetches the emails and sends any user that doesn't have an account a reply email saying 'Could not load a valid user'. I don't want to create hundreds of rt users nor feel it really necessairy to set this up with ldap when i want to accept any and all emails from this domain as tickets - or just accept any and all emails if that is much easier. i hope this is enough to go on, i've been on google for days and i can't figure out how to do this. I haven't done any serious mods to the site config other than what is needed to get it up. Let me know if i need to provide any additional information. This is becoming a pain since the system pretty much does what we want out of the box. Thanks DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. From theillien at yahoo.com Fri Nov 30 15:56:11 2007 From: theillien at yahoo.com (Mathew) Date: Fri, 30 Nov 2007 15:56:11 -0500 Subject: [rt-users] Change Default Sort of "Top Ten Tickets" In-Reply-To: <2fa1e1780711301035k767c1477x7108d937c94005a6@mail.gmail.com> References: <2fa1e1780711301035k767c1477x7108d937c94005a6@mail.gmail.com> Message-ID: <475078EB.9090009@yahoo.com> Under Preferences->RT at a glance are the settings for the widgets which show ticket lists. You can edit the display and sort order for each one under this view. Keep up with my goings on at http://theillien.blogspot.com Max Clark wrote: > Hello, > > The order of the ticket history can be changed with > $OldestTransactionsFirst, is there a configuration setting that will > invert the top tickets display on the homepage or is this a code > change? > > Thanks, > Max > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From edward.kovarski at groupkae.com Fri Nov 30 16:09:11 2007 From: edward.kovarski at groupkae.com (Edward Kovarski) Date: Fri, 30 Nov 2007 16:09:11 -0500 Subject: [rt-users] Code that attaches Signatures to Emails In-Reply-To: <2fa1e1780711301241w1fef4d52ye2c52d6e65e1558a@mail.gmail.com> References: <2fa1e1780711301241w1fef4d52ye2c52d6e65e1558a@mail.gmail.com> Message-ID: <43B4343E-FC06-466A-8E5E-DFA48303AC1C@groupkae.com> Max, Take a look at the following wiki entry, http://wiki.bestpractical.com/view/CannedReplies This should give you an idea on how to modify MessageBox. Ed On 30-Nov-07, at 3:41 PM, Max Clark wrote: > Hello, > > Can someone point me in a direction to the function that attaches a > user signature to a correspondence? Specifically I'm curious if I can > include template variables in the signature. > > Thanks, > Max > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, > we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From mfuller at bandtel.com Fri Nov 30 16:24:53 2007 From: mfuller at bandtel.com (Mark Fuller) Date: Fri, 30 Nov 2007 16:24:53 -0500 Subject: [rt-users] Single user for domains Message-ID: <007401c83397$732c71f0$020a0a0a@bandtel.local> Is there a way to create a single user for a domain where all email addresses from @foo.com are considered a single user? And they can see all the tickets for their domain? Mark Fuller BandTel Customer Care 603-528-6538 Option 2 603-528-6937 FAX -------------- next part -------------- An HTML attachment was scrubbed... URL: From max.clark at gmail.com Fri Nov 30 17:09:01 2007 From: max.clark at gmail.com (Max Clark) Date: Fri, 30 Nov 2007 14:09:01 -0800 Subject: [rt-users] Change Default Sort of "Top Ten Tickets" In-Reply-To: <475078EB.9090009@yahoo.com> References: <2fa1e1780711301035k767c1477x7108d937c94005a6@mail.gmail.com> <475078EB.9090009@yahoo.com> Message-ID: <2fa1e1780711301409w3c565f44oc7b417b734543e76@mail.gmail.com> Thank you - giving the user rights to see their preferences helped. On Nov 30, 2007 12:56 PM, Mathew wrote: > Under Preferences->RT at a glance are the settings for the widgets which show ticket lists. You can edit the display and sort order for each one under this view. > > Keep up with my goings on at http://theillien.blogspot.com > > > Max Clark wrote: > > Hello, > > > > The order of the ticket history can be changed with > > $OldestTransactionsFirst, is there a configuration setting that will > > invert the top tickets display on the homepage or is this a code > > change? > > > > Thanks, > > Max > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll take > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > From max.clark at gmail.com Fri Nov 30 17:09:20 2007 From: max.clark at gmail.com (Max Clark) Date: Fri, 30 Nov 2007 14:09:20 -0800 Subject: [rt-users] Code that attaches Signatures to Emails In-Reply-To: <43B4343E-FC06-466A-8E5E-DFA48303AC1C@groupkae.com> References: <2fa1e1780711301241w1fef4d52ye2c52d6e65e1558a@mail.gmail.com> <43B4343E-FC06-466A-8E5E-DFA48303AC1C@groupkae.com> Message-ID: <2fa1e1780711301409l6a50a2buee7a06fcd0c7dca6@mail.gmail.com> Thanks On Nov 30, 2007 1:09 PM, Edward Kovarski wrote: > Max, > > Take a look at the following wiki entry, > > http://wiki.bestpractical.com/view/CannedReplies > > This should give you an idea on how to modify MessageBox. > > Ed > > > On 30-Nov-07, at 3:41 PM, Max Clark wrote: > > > Hello, > > > > Can someone point me in a direction to the function that attaches a > > user signature to a correspondence? Specifically I'm curious if I can > > include template variables in the signature. > > > > Thanks, > > Max > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, > > we'll take > > up to 20 percent off the price. This sale won't last long, so get in > > touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > From jay at ecastnetwork.com Fri Nov 30 17:15:19 2007 From: jay at ecastnetwork.com (Jay Vlavianos) Date: Fri, 30 Nov 2007 14:15:19 -0800 Subject: [rt-users] Mason error, agentmsg does not exist every second! In-Reply-To: <2fa1e1780711301409l6a50a2buee7a06fcd0c7dca6@mail.gmail.com> References: <2fa1e1780711301241w1fef4d52ye2c52d6e65e1558a@mail.gmail.com><43B4343E-FC06-466A-8E5E-DFA48303AC1C@groupkae.com> <2fa1e1780711301409l6a50a2buee7a06fcd0c7dca6@mail.gmail.com> Message-ID: This showed up about a month ago and I didn't notice it until today when we had an unrelated LDAP login issue. What is this and why is it banging all the time?? [Fri Nov 30 12:58:41 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:46 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:50 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg -Jay ----------------------------------------------------------- Have you googled Ron Paul yet? ----------------------------------------------------------- From jesse at bestpractical.com Fri Nov 30 17:28:19 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 30 Nov 2007 17:28:19 -0500 Subject: [rt-users] Mason error, agentmsg does not exist every second! In-Reply-To: References: <2fa1e1780711301409l6a50a2buee7a06fcd0c7dca6@mail.gmail.com> Message-ID: <20071130222819.GG7311@bestpractical.com> On Fri, Nov 30, 2007 at 02:15:19PM -0800, Jay Vlavianos wrote: > This showed up about a month ago and I didn't notice it until today when > we had an unrelated LDAP login issue. What is this and why is it > banging all the time?? It means that someone is trying to visit /agentmsg on the server, several times a second. > > [Fri Nov 30 12:58:41 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:46 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:50 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > > -Jay > > ----------------------------------------------------------- > Have you googled Ron Paul yet? > ----------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jay at ecastnetwork.com Fri Nov 30 17:29:39 2007 From: jay at ecastnetwork.com (Jay Vlavianos) Date: Fri, 30 Nov 2007 14:29:39 -0800 Subject: [rt-users] Mason error, agentmsg does not exist every second! In-Reply-To: <20071130222819.GG7311@bestpractical.com> References: <2fa1e1780711301409l6a50a2buee7a06fcd0c7dca6@mail.gmail.com> <20071130222819.GG7311@bestpractical.com> Message-ID: Yep, sorry for firing off the email so soon. Further investigation shows that its every computer in the network here hitting this machine (which is only an RT machine) so someone on the network side must have misconfigured one of their settings for a software package with our IP address. Thanks! -Jay ----------------------------------------------------------- Have you googled Ron Paul yet? ----------------------------------------------------------- -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, November 30, 2007 2:28 PM To: Jay Vlavianos Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Mason error, agentmsg does not exist every second! On Fri, Nov 30, 2007 at 02:15:19PM -0800, Jay Vlavianos wrote: > This showed up about a month ago and I didn't notice it until today when > we had an unrelated LDAP login issue. What is this and why is it > banging all the time?? It means that someone is trying to visit /agentmsg on the server, several times a second. > > [Fri Nov 30 12:58:41 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:46 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > [Fri Nov 30 12:58:50 2007] [error] [Mason] File does not exist: > /usr/local/rt3/share/html/agentmsg > > -Jay > > ----------------------------------------------------------- > Have you googled Ron Paul yet? > ----------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From ruz at bestpractical.com Fri Nov 30 18:17:00 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 1 Dec 2007 02:17:00 +0300 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <20071127182509.GI1837@it.is.rice.edu> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <474C441F.1080201@u.washington.edu> <20071127162909.GC1837@it.is.rice.edu> <474C479A.2080308@u.washington.edu> <20071127165745.GD1837@it.is.rice.edu> <474C58B9.1080902@u.washington.edu> <20071127182509.GI1837@it.is.rice.edu> Message-ID: <589c94400711301517k44a7ec41ie5127f15e361df51@mail.gmail.com> On Nov 27, 2007 9:25 PM, Kenneth Marshall wrote: > On Tue, Nov 27, 2007 at 09:49:45AM -0800, Gordon Messmer wrote: > > Kenneth Marshall wrote: > >> The time to open and display a ticket varies based on the number > >> of transactions involved, but typically takes on the order of 1-3s. > > > > With RT3 3.6.5 and PG 8.1.9, I'm seeing newish tickets open in a little > > more than two seconds. I don't have numbers for MySQL 5, but I recall it > > being less than half a second. It was much longer than that with our > > slightly older rt3 on MySQL 5, and also much longer before we'd done vacuum > > analyse on postgres. ;) > > > > Yes, having seen the system behave much faster, I do think that >2 seconds > > is slow. > > > We are currently running 3.4.5pre1 and in most respects, the actual > browser/RT-frontend are the hold ups, not the database backend. The > RT 3.6.4 test instance was much faster in most areas. I cannot give > you any timings because the web server that I was using is in the > process of being upgraded to a newer release of the software. I do suspect > that the MySQL query cache could help you eek out a few more fractions of > a second in performance. Once we had the indexes adjusted for the slow > queries, the biggest gain was in minimizing the information that needed > to be rendered by the browser. For example, we pruned the list of > transactions that are displayed by default. This easily provided a big > speed increase for rendering, particularly as the tickets acquired > updates. As a reference point, it takes my DB 230ms to return the > query below uncached and 75-100ms once cached. > > >> A new ticket with a few updates will take about 1s and an older > >> ticket with many updates takes 3-4s. We are using PostgreSQL 8.2 > >> for the backend DB with the index patches from the mailing list > >> posting. I did have to watch the logs for slow queries, to figure > >> out where indexes were needed. That and keeping the session table > >> cleaned is pretty much all that we need to do. From your description, > >> it sounds like you are just missing an index or two. Once you find > >> out what you need and add them, you will be fine. I can help with > >> PostgreSQL but I do not have much experience with tuning MySQL. > > > > After enabling the log, this is the single slowest query that I saw. > > > > 2007-11-27 09:39:53 PST rt3 - LOG: duration: 450.262 ms statement: SELECT > > main.* FROM ( SELECT main.id FROM GroupMembers main JOIN Groups Groups_1 > > ON ( Groups_1.id = main.GroupId ) WHERE (Groups_1.Domain = > > 'SystemInternal' OR Groups_1.Domain = 'UserDefined') AND (main.MemberId = > > '169133') GROUP BY main.id ORDER BY min(Groups_1.Domain) ASC, > > min(Groups_1.Name) ASC ) distinctquery, GroupMembers main WHERE (main.id = > > distinctquery.id) > > > > Where would I look for "index patches"? > > I sent you our list of indexes. You can see how your setup compares and > see if any of the missing ones help your performance. "EXPLAIN ANALYZE..." > can give you detailed information about your query plans. > > Good luck with your pruning, but I suspect that that may not have > much of an effect if your indexes are correct. I do believe index on GroupMembers(MemberId, GroupId) will help this query much. > > Ken > -- Best regards, Ruslan.